Avaya Partner Advanced Communications System Installation, Programming And Use Manual

Contents
11-i
11
Troubleshooting
Overview  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-1
Customer Self Service Center
on the Internet  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-1
When You Need Help  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-2

System Release Status (F59) . . . . . . . . . . . . . . . . . ....

PA R T N E R® Advanced Communications System Installation, Programming, and Use
11-ii
Star Codes Are Misrouted  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-15

Using the Recall Feature Has No Effect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-15

Using the Recall Feature Disconnects Call  . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-15
Problems with Combination Extensions . . . . . . . . . . . . . . . . . . . . . . . . . ....

Contents
11-iii
but All Calls Were Disconnected. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-26
System Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-27

Call Rings Continuously; When Answered,
No One at Other End  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-27

Calls on Hold Are Disconnected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....

PA R T N E R® Advanced Communications System Installation, Programming, and Use
11-iv 

Overview
11-1
11
Troubleshooting
Overview
From time to time, problems may arise with various system functions. This chapter describes some 
common problems and recommends solutions for them. You also can obtain help with solving 
problems by contacting your authorized dealer or by calling the helpline.
Customer Self Service Center
on the Internet
If you can access the Internet, you can use the Customer Self Service Center to get on-line 
information:

Answers to frequently asked questions

800 number...

PA R T N E R® Advanced Communications System Installation, Programming, and Use
When You Need Help
11-2
When You Need Help 
If you have a problem with your system, you may be able to solve it by following the 
troubleshooting procedures in this chapter. If not, you can call for help. If you need assistance 
when installing, programming, or using your system, contact your local Authorized Dealer or call 
the helpline. Consultation charges may apply. Outside the continental U.S., contact your local...

Troubleshooting
Battery Replacement
11-3 The system can stay programmed for a minimum of 45 days and a maximum of six months after it 
stops receiving power, depending on the freshness of the batteries. When the batteries are 
drained, all of the system’s programmed settings return to the factory settings. You should install 
fresh batteries every year.
Battery Replacement
The PARTNER ACS processor module uses two user-replaceable AAA alkaline batteries. These 
batteries provide enough power to retain...

PA R T N E R® Advanced Communications System Installation, Programming, and Use
Clearing a Backup-Failure Alarm
11-4
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, you can clear the Backup-Failure Alarm by 
following these steps:...

Troubleshooting
System Telephone Problems
11-5
System Telephone Problems
The following section discusses system telephone problems.
System Telephone Does Not Ring
Possible Cause 1: Ringer volume is set too low.
What to do: Press the volume control button while the telephone is idle and the handset is in the 
cradle.

If the telephone rings increasingly louder, the problem is solved.

If the telephone still does not ring, go to Possible Cause 2.
Possible Cause 2: The Do Not Disturb or Call Forwarding...

PA R T N E R® Advanced Communications System Installation, Programming, and Use
System Telephone Problems
11-6
System Telephone Does Not Work
Possible Cause 1: The telephone cord is plugged into the wrong jack on the bottom of system 
telephone.
What to do: Plug the modular telephone cord into the correct jack.

If the telephone works properly, the problem is solved.

If the problem remains, go to Possible Cause 2.
Possible Cause 2: Telephone needs to be reset.
What to do: Unplug the cord from the base...