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Unable to Make Calls from Communicator - Call Failed Error

A common error after first installing Communicator is a 'Call Failed' error when making an outbound call. The cause of this is accepting the default options during installation which sets the 'Deskphone' as the default calling device, and if there is not a deskphone registered against the extension the error will occur.

To fix this error open the Phone Dialler and change the default device to 'Softphone' in the lower right corner.

• Click 'Deskphone' (lower right corner)

• Select 'Softphone' from the list

• Click 'Yes' to the confirmation warning

Make a call to to confirm error is resolved

Anonymous Calls Fail to Follow Call Forward

If anonymous calls are failing to follow a call forward, a caller ID needs to be assigned to the extension.

• Open the extension settings

• Click Enhanced Services

• Enable Caller ID if not already enabled - Click Save

• Edit Caller ID

• Enter a Caller ID for under Trunk Caller ID and Privacy Header

  • Default Caller ID

  • T1

  • T2

• Click Save

SMS Character Set and Message Character Limit

By default SMS uses the character set GSM 3.38 and each message has a 160 character limit. This is a limited set of 128 characters. If a character is entered that is not available in the GSM 3.38 character set the character set is automatically changed to the Unicode UCS-2 character set. This character set has over a possible 60,000 characters. However a single message is limited to 70 characters.

If a message goes over the 160 or 70 character limit multiple messages are joined together. In order for multiple messages to be sent as a single message the character limit of each message is further reduced to 153 characters for GSM 3.38 and 67 characters for Unicode UCS-2 character sets.

NOTE: Communicator GO has a limit of 5 messages that can be joined together and sent as a single message.

iOS Devices and Smart Punctuation

iOS devices by default will substitute GSM 3.38 characters with their Unicode UCS-2 equivalent. This in turns changes the message character set and message length limits. One example of a character replacement is the apostrophe character ' (U+0027) is replaced by the right single quotation mark character ’ (U+2019).

By disabling Smart Punctuation it will limit the use of Unicode characters. This can be done via Settings > General > Keyboard > Smart Punctuation