7

If Something Doesn’t Work

Overview

This chapter gives you some tips for fixing common problems fast.

Your Release Number

The software version you have installed on your processor partly determines what your system can do. Before you call the Helpline, identify your software version or release:

From a system phone with an LED display, press f 5 9 .

A display similar to the following appears for 15 seconds (your release number follows the R., the country code follows the C0).

P ACS R3.0 C0X

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7 If Something Doesn’t Work Quick Reference Guide

Clearing a Backup-Failure Alarm

If you use Backup Programming–Automatic (#123) and the automatic backup fails, a Backup-Failure Alarm message appears (instead of the default day/date/time message) on the top line of the telephone display at idle extensions 10 and 11.

After correcting the problem that caused the failure, clear the Backup-Failure

Alarm by following these steps:

1

Press f00ss#123 .

2

Press 3 to choose Option 3, “Backup Alarm Cleared.”

3

Exit programming mode.

• You cannot use D

or

d

in this procedure to choose Option 3.

• Using Option 3 to clear a Backup-Failure Alarm does not

change the setting for Backup Programming–Automatic

(#123). It remains either Active or Not Active.

74 Clearing a Backup-Failure Alarm

Quick Reference Guide 7 If Something Doesn’t Work

012E Module Power Management

The power supply used in the 012E module is adequate to power the 12 ETR ports under normal conditions. However, if too many large PARTNER telephones

(such as the PARTNER-34D) are off-hook with speakerphone volume set to high levels, the power supply could be overloaded. Power management of the 012E module eliminates the power supply overload.

When a power threshold is exceeded, all telephones connected to the 012E module will appear as follows:

• LED display dims to a minimal level

• Speakerphone volume is decreased

To clear this condition, place one of the telephones connected to the 012E module on-hook. The LED display and speakerphone volume on all telephones return to normal. If this power management event occurs frequently, you should consider moving some telephones to available ports on other modules.

012E Module Power Management 75

7 If Something Doesn’t Work Quick Reference Guide

Telephone Problems

Telephone Problems

Problem...

Check this...

Telephone doesn’t ring Ringer volume may be too low.

Do Not Disturb or Call Forwarding may be turned on.

Line Ringing may not be set to Immediate.

Telephone may be faulty; switch telephones and try again.

If MLC 6 telephone, is Unique Line Ringing (#209) set to a pattern other than 1?

Display shows only 16 characters per line

Display time and date aren’t right

Caller ID doesn’t work

Possible power outage; unplug the modular telephone cord and replug.

Is your system’s clock correct?

Are you subscribed to Caller ID?

Is the line connected to a module that supports Caller

ID?

Did someone activate Call Coverage? If so, their extension number will appear.

Telephone Doesn’t Work Is the telephone cord plugged into the right jack on the bottom of the telephone?

Telephone may need to be reset; unplug the cord, and with the handset hung up, replug.

Telephone cord may be defective; switch cords and try again.

Telephone may be defective; switch telephones and try again.

There may be a problem with the control unit; switch to a different port and try again.

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Quick Reference Guide 7 If Something Doesn’t Work

Telephone Problems–Continued

Problem...

Intercom Autodialer doesn’t work

Can’t record a call

Standard phone message waiting light doesn’t light

Check this...

Is the telephone cord plugged into the right jack of the DSS?

Is the Intercom Autodialer plugged into an electric outlet?

Telephone cord may be defective; switch cords and try again.

Two calls may already be recording.

You may not have enough ports for Hunt Group 7.

Make sure you have a four-port mail system.

You may not have enough ports programmed in Hunt

Group 7.

Telephone may be part of a combination extension that includes a system telephone with Background

Music on; turn it off.

The message waiting light may not be compatible with the system; only phones with LEDs, not neon lights, support message waiting lights. Or, the telephone may not be connected to the proper module.

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7 If Something Doesn’t Work Quick Reference Guide

Calling Problems

Calling Problems

Problem...

Check this...

Can’t make outside calls

Is Forced Account Code Entry assigned to this extension?

Is your dial mode (touch-tone or rotary) incorrect? Use

Dial Mode (#201) to reset it.

Has someone changed the Outgoing Call Restriction for the extension?

Did someone lock the extension with Station Lock? Use

Station Unlock from extension 10 or 11 to unlock it.

Local telephone company may not be receiving signals accurately. If problem is on just one telephone, see

“Telephone Doesn’t Work” on page 76

.

Too many tip/ring devices may be trying to dial at once.

Local telephone company line may be faulty; unplug each line from its module and test it by using a single-line telephone:

• If the trouble doesn’t occur on the single-line telephone, the problem is in your control unit.

• If the trouble occurs on the single-line telephone, switch the line cord and try again. If this doesn’t work, call the telephone company.

Can’t make outside calls from pool buttons on pooled extensions

Is Forced Account Code Entry assigned to this extension?

Is your dial mode (touch-tone or rotary) incorrect? Use

Dial Mode (#201) to reset it.

Has someone changed the Pool Access Restriction for the extension?

Pool may not be assigned to the extension.

There may not be enough lines assigned to the pool to support the usage.

One or more local telephone company lines may be faulty; test each line from extension 10.

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Quick Reference Guide 7 If Something Doesn’t Work

Calling Problems–Continued

Problem...

Check this...

Calls are answered automatically

If Automatic System Answer and/or Direct Extension Dial is turned on, turn it off.

If an auxiliary device (fax, modem, voice messaging system, answering machine) answers when it should not; either:

• Check the device and adjust it to answer on a later ring or turn off auto-answer.

Auxiliary device doesn’t answer

• Set the extension’s Line Ringing to Delayed Ring.

Device may not recognize the system ringing pattern:

• Change the extension’s ring pattern by using

Distinctive Ring (#308).

• Change the setting for Intercom Dial Tone (#309) to

Machine; the system will generate an outside dial tone for the extension.

Trouble hearing the person you called

If you are using a speakerphone, try turning it off.

If you have touch-tone dialing, you may have a faulty telephone or cord.

If you have rotary dialing, the Rotary Dialing Timeout

(#108) interval is too long; reset it.

Automatically dialed calls beginning with star codes are misdialed

Setting may not be inserting a long enough pause; use

Star Code Dial Delay (#410) to increase setting.

Recall feature isn’t working

Increase Recall Timer Duration (#107) by 100 milliseconds. If using the feature disconnects the call, decrease Recall Timer Duration by 100 milliseconds.

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7 If Something Doesn’t Work Quick Reference Guide

System Problems

System Problems

Problem...

Call rings continuously, but no one at other end

Check this...

You may be using Automatic System Answer or

Direct Extension Dial on a system that doesn’t support far end disconnect; call your local telephone company and find out if they support it.

Calls on hold are disconnected

Call on Hold hangs up, but line doesn’t disconnect

Hold Disconnect Time (#203) setting may be too short.

Calls on Automatic

System Answer lines are disconnected

Automatic System Answer Mode (#121) may be set to Disconnect; change it to Hold or Ring.

Hold Disconnect Time (#203) may be too long; try resetting it.

Local telephone company does not send a hold release signal; you may need the help of our hotline.

All calls are disconnected

You may have run the Restore Programming feature; the system resets itself. In the future, warn users of restores.

Power may have been interrupted to the control unit; check the power cord, the on/off switch, and the green LEDs on the modules.

All telephones dead; no dial tone or lights

Power may have been interrupted to the control unit; check the power cord, the on/off switch, and the green LEDs on the modules.

Power outlet may be faulty; test the outlet with an appliance like a lamp.

Multiple telephones dead; no dial tone or lights

LED on one system module may be out; try reseating the module in the control unit.

LEDs on several modules may be out; try reseating the leftmost module of the ones with lights out.

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Quick Reference Guide 7 If Something Doesn’t Work

1600 DSL Module Problems

1600 DSL Module Problems

Problem...

Check this...

The connection between the 1600 DSL module and the service provider’s gateway is not working.

The 1600 DSL module and the gateway used by the service provider are not communicating properly.

Either something is faulty in the 1600 DSL module, or the configuration of the module does not match the configuration needed by the service provider’s gateway. Check the connection between the 1600

DSL module and the service provider’s gateway in the following order:

1

Check the status of the module by looking at the

SDSL port LED or by looking at the Reports menu in the terminal emulation program.

2

Check the data link connection (Frame Relay or

ATM).

3

Check the voice gateway connection.

4

Check the LAN connection.

For more detailed instructions, see the PARTNER

Advanced Communications System Installation,

Programming, and Use guide.

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7 If Something Doesn’t Work Quick Reference Guide

Tip/Ring Device Problems

Tip/Ring Device Problems

Problem...

Check this...

Tip/ring device does not answer

Device does not recognize the distinctive ringing pattern used by the system. Set Distinctive Ring

(#308) for that extension to Not Active.

Tip/ring device does not dial out properly

Device does not recognize the intercom dial tone generated by the system. Change the setting for

Intercom Dial Tone (#309) for that extension to

Machine.

Call records wrap on

SMDR printout

SMDR Talk Time (#611) is set to Active and SMDR

Output Format (#610) is set to 24 digits; the length of the fields is greater than the 80 characters supported by the printer.

Reduce the font size, or increase the charactersper-inch setting for the printer.

82 Tip/Ring Device Problems