Avaya Partner Advanced Communications System Installation, Programming And Use Manual

							Troubleshooting
System Telephone Problems
11-7
Display Is Incorrect
Possible Cause: Date, day, and time are not set properly.
What to do: Re-enter the date, day, and time using System Date (#101), System Day (#102), and 
System Time (#103). 

If the display is correct, the problem is solved.

If the display is still not correct, see “System Telephone Does Not Work” on page 11-6.
Display Shows “ReplaceSysBat W/Power On”
or “ChgBat W/PowerOn” at Extensions 10 and 11
Possible Cause: System battery power is low.
What to do: Replace the system batteries (see “Inserting Batteries in the Processor Module” on 
page 2-11).
Display Does Not Show Caller ID Name/Number
Possible Cause 1: Not receiving Caller ID service from local telephone company.
What to do: Contact your local telephone company to check on Caller ID service.

If you are not receiving Caller ID service, subscribe to it.

If you are receiving Caller ID service, go to Possible Cause 2.
Possible Cause 2: Line connected to a module that does not support Caller ID.
What to do: Make sure lines with Caller ID service are connected to a processor, 206EC, 308EC, 
or 400EC module. If Caller ID lines are not connected to one of these modules, install the 
appropriate modules and/or make the appropriate connections.
Possible Cause 3: Someone activated Call Coverage. 
What to do: Check the system telephone display.

If Coverage Call for XX (where XX is the extension that activated the Call Coverage) 
appears, the call is a coverage call. Call Coverage displays the extension number of the 
person who activated the feature rather than Caller ID information.

If Coverage Call for XX does not display, call the helpline number listed on the front, inside 
cover. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
System Telephone Problems
11-8
“Priv.” Is Displayed Instead of Caller ID Information
Possible Cause: The caller used a star code, *67, to block Caller ID information or has instructed 
the telephone company to block Caller ID information.
What to do: Nothing; this is the normal operation for these conditions.
“- - - - - - - - - - - -” Is Displayed Instead of Caller ID 
Information
Possible Cause: The call originated outside the area for which the telephone company can provide 
Caller ID information.
What to do: Nothing; this is normal operation for the Caller ID service.
Some Caller ID Information Does Not Display
Possible Cause: Not all calls on Caller ID lines are displayed. This varies by local telephone 
company.
What to do: If Caller ID information for a large number of calls is not displayed, contact your local 
telephone company.
Intercom Autodialer Does Not Work Properly
Possible Cause 1: Telephone cord is plugged into wrong jack on bottom of Intercom Autodialer.
What to do: Plug the modular telephone cord into the correct jack–see “Connecting a PARTNER-
CA48 Intercom Autodialer” on page 2-33 for instructions.

If the Intercom Autodialer works properly, the problem is solved.

If the problem remains, go to Possible Cause 2.
Possible Cause 2: Intercom Autodialer is not receiving auxiliary power.
What to do: Make sure the Intercom Autodialer is plugged into an electrical outlet.

If the Intercom Autodialer works properly, the problem is solved.

If the problem remains, go to Possible Cause 3.
Possible Cause 3: The cord is defective.
What to do: Unplug the cord from the base of the Intercom Autodialer and the wall jack. Replace 
the cord with a cord that you know works.

If the Intercom Autodialer works, the cord is faulty. Call the helpline number listed on the front, 
inside cover to arrange for a replacement. 
						

							Troubleshooting
Single-Line Telephone Problems
11-9

If the problem remains, go to Possible Cause 4.
Possible Cause 4: No Auto Dial buttons are programmed on the Autodialer.
What to do: Program Auto Dial buttons. See “Auto Dialing” on page 8-5.

If the Intercom Autodialer works properly, the problem is solved.

If the Intercom Autodialer does not work, call the helpline number listed on the front, inside 
cover.
Record-a-Call Light is Always Red Steady and
You Can’t Record a Call
Possible Cause 1: You do not have enough ports assigned into Hunt Group 7.
What to do: You must assign four ports into Hunt Group 7. This requires PMVS Release 5 and an 
upgrade card which allows the increase from two to four ports.
MLC 6 Telephone Does Not Ring
Possible Cause 1: Unique Line Ringing (#209) has been set to a pattern other than 1 (Release 
3.0 or later).
What to do: Set the ring pattern to Pattern 1. (For MLC 6 telephones, always set the ring pattern 
to 1.)
Single-Line Telephone Problems
Single-Line Telephone Does Not Ring
 Possible Cause 1: Ringer is turned off.
 What to do: Turn on the ringer.

If the telephone rings, the problem is solved.

If the telephone still does not ring, go to Possible Cause 2.
 Possible Cause 2: Call Forwarding is turned on.
 What to do: Check to see if Call Forwarding is turned on.

If Call Forwarding is turned on, turn it off.

If Call Forwarding is not turned on, go to Possible Cause 3. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Single-Line Telephone Problems
11-10 Possible Cause 3: Line Ringing is programmed for No Ring or Delayed Ring.
 What to do: Check the Line Ringing setting for the extension.

If Line Ringing is set for No Ring or Delayed Ring, change the setting if appropriate.

If Line Ringing is set for Immediate Ring and this telephone is part of a combination 
extension, see “Problems with Combination Extensions” on page 11-16.

If Line Ringing is set for Immediate Ring and the telephone is on an extension by itself, go to 
Possible Cause 4.
 Possible Cause 4: Telephone is faulty.
What to do: Unplug the problem telephone. Plug in a single-line telephone that you know rings 
properly.

If the replacement telephone rings properly, the problem telephone is defective. Replace it.

If the replacement telephone does not ring properly, call the helpline number listed on the 
front, inside cover.
Single-Line Telephone Rings Back after 
Intercom Call with No One at Other End
Possible Cause 1: The switchhook is accidentally pressed and released, causing a call to ring 
back.
What to do: Replace the handset carefully. If the problem is not solved, go to Possible Cause 2.
Possible Cause 2: Automatic Line Selection is programmed incorrectly.
What to do: If one of the telephones involved is a single-line rotary or touch-tone telephone, set its 
Automatic Line Selection to intercom first. If the problem is not solved, call the helpline number 
listed on the front, inside cover.
Single-Line Telephone’s Message Waiting Light 
Does Not Light
Possible Cause 1: The telephone is part of a combination extension which includes a system 
telephone that has Background Music on.
What to do: Check to see if the system telephone has Background Music on. A single-line 
telephone ’s message waiting light will not light if Background Music is on at the system telephone.

If Background Music is on, turn it off. If the single-line telephone’s message waiting light 
lights properly, the problem is solved.

If Background Music is not on, go to Possible Cause 2. 
						

							Troubleshooting
Other Telephone Problems
11-11 Possible Cause 2: The single-line telephone’s message waiting light is not compatible with the 
system.
What to do: Only telephones with LEDs, not neon lights, support message waiting lights.

If the telephone has a neon light, you can use it without message waiting capability.

If the telephone has an LED message waiting light, go to Possible Cause 3.
Possible Cause 3: The single-line telephone is not connected to the proper module.
What to do: Make sure the telephone is connected to a processor, 308EC, or R3.0 or later 206 
module. If the problem is not solved, call the helpline number listed on the front, inside cover.
Other Telephone Problems
Trouble Making Outside Calls
Trouble making outside calls can be one of the following situations:

You hear a dial tone, but the dial tone continues as you try to dial.

You hear a dial tone, which cuts off when you dial, but the line does not ring.

You hear a busy signal as you dial.

You hear nothing at all.
Possible Cause 1: Forced Account Code Entry is assigned to the extension.
What to do: Find out if Forced Account Code Entry (#307) is assigned to the extension. If it is, 
enter a valid account code.

If you can make a call, the problem is solved.

If Forced Account Code Entry is not assigned, go to Possible Cause 2.
Possible Cause 2: Dial Mode is set incorrectly.
What to do: Find out if you have touch-tone or rotary service. Then set the Dial Mode (#201) to 
Touch-Tone or Rotary as appropriate.

If you can make a call, the problem is solved.

If the Dial Mode is set correctly, go to Possible Cause 3.
Possible Cause 3: Someone changed the Outgoing Call Restriction setting for the extension.
What to do: If calls could be made without trouble before, find out if someone changed the 
Outgoing Call Restriction (#401) for the extension. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Other Telephone Problems
11-12

If someone changed the Outgoing Call Restriction setting, verify that the change was an 
appropriate one.

If no one changed the Outgoing Call Restriction setting, go to Possible Cause 4.
Possible Cause 4: Station Lock was used to lock the extension.
What to do: Use Station Unlock from extension 10 to unlock the extension.

If you can make a call, the problem is solved.

If the extension was not locked, go to Possible Cause 5.
Possible Cause 5: Local telephone company is not accurately receiving the dialing signals.
What to do: Isolate the problem. Use the telephone to make calls on different lines. Then make 
calls on different telephones using the same line.

If you cannot make calls from one telephone on all lines, follow the procedure for “System 
Telephone Does Not Work,” Possible Cause 2.

If you cannot make calls by using different telephones, go to Possible Cause 6.
Possible Cause 6: Too many tip/ring devices are trying to dial simultaneously. (If the problem is on 
a system telephone, go to Possible Cause 7.)
What to do: Stay on the line and wait for dial tone, or try to call later.

If you can make a call, you may want to increase the number of touch-tone receivers by adding 
a 206 (1 receiver), 400 (2 receivers), 308EC (6 receivers), 012E (10 receivers), or Endeavor 
362EC (6 receivers) (if Endeavor telephones are used) module to avoid future problems. Call 
the helpline number listed on the front, inside cover. If you wait 30 seconds and still do not 
hear a dial tone, go to Possible Cause 7. 
Possible Cause 7: Local telephone company line is faulty.
What to do: One at a time, unplug each outside line from each 206, 308EC, 400, 200, and 
Endeavor 362EC module in the control unit. Then plug each line into a single-line telephone and 
try to make a call. 

If the trouble occurs on the single-line telephone, try another line cord; if the trouble persists, 
repor t it to your local telephone company.

If the trouble does not occur on the single-line telephone, the trouble is with your control unit. 
Call the helpline number listed on the front, inside cover.
Trouble Making Outside Calls from Pool 
Buttons on Pooled Extensions
Trouble making outside calls from a pool button can be one of the following situations:

You hear nothing at all.

You hear a dial tone, but the dial tone continues as you try to dial. 
						

							Troubleshooting
Other Telephone Problems
11-13

You hear a dial tone, but the dial tone cuts off when you try to dial.

You hear a reorder or busy signal if you try to dial a pool access code (880, 881, 882, or 883) 
at intercom dial tone.

You notice that the red light next to a pool button is on steady most or all of the time, indicating 
that the pool is busy. 
Possible Cause 1: Forced Account Code Entry is assigned to the extension.
What to do: Find out if Forced Account Code Entry (#307) is assigned to the extension. If it is, 
enter a valid account code.

If you can make a call, the problem is solved.

If Forced Account Code Entry is not assigned, go to Possible Cause 2.
Possible Cause 2: Dial Mode is set incorrectly.
What to do: Find out if you have touch-tone or rotary service. Then set the Dial Mode (#201) to 
Touch-Tone or Rotary as appropriate for all lines in the pool.

If you can make a call, the problem is solved.

If the Dial Mode is set correctly, go to Possible Cause 3.
Possible Cause 3: Someone changed the Pool Access Restriction setting for the extension.
What to do: If calls could be made without trouble before, find out if someone changed the Pool 
Access Restriction (#315) for the extension.

If someone changed the Pool Access Restriction setting, verify that the change was an 
appropriate one.

If no one changed the Pool Access Restriction setting, go to Possible Cause 4.
Possible Cause 4: The pool may not be assigned to the extension.
What to do: Check Pool Extension Assignment (#314) to see if the pool is assigned to the 
extension.

If the pool is not assigned, assign it.

If the pool is assigned, go to Possible Cause 5.
Possible Cause 5: Not enough lines are assigned to the pool to support usage.
What to do: Check Pool Line Assignment (#207) to see if an appropriate number of lines are 
assigned to the pool.

If an appropriate number of lines are not assigned, you may need to add more lines.

If an appropriate number of lines are assigned, go to Possible Cause 6.
Possible Cause 6: One or more local telephone company lines in the pool are faulty. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Other Telephone Problems
11-14What to do: At extension 10, try to access each individual line assigned to the pool.

If the lines accessed from individual line buttons on extension 10 are still faulty, refer to 
Possible Cause 7 in “Other Problems with Telephones: Trouble Making Outside Calls.”

If the problem remains, call the helpline number listed on the front, inside cover.
Calls Are Answered Automatically
A call rings once, then disappears as if it were answered.
Possible Cause 1: Automatic System Answer or Direct Extension Dial is turned on.
What to do: Check to see if Automatic System Answer or Direct Extension Dial is turned on.

If Automatic System Answer or Direct Extension Dial is turned on, turn it off by pressing 
the programmed button at extension 10.

If Automatic System Answer or Direct Extension Dial is not turned on, go to Possible 
Cause 2. 
Possible Cause 2: An auxiliary device answers when it should not (this could occur with a fax 
machine, voice messaging system, answering machine, or modem).
What to do: Be sure the device is set to answer correctly. If the device answers before it should, 
adjust it to answer on a later ring. If the device should not answer calls at all, turn off its auto-
answer feature. Refer to the device’s user manual.

For every auxiliary device connected to your system, either set the device itself to answer on a 
later ring (when the Line Ringing for the device’s extension is set to Immediate Ring) or set 
the extension’s Line Ringing to Delayed Ring. For a voice messaging system, check all of the 
settings associated with it. Refer to the documentation with your voice messaging system for 
complete details. If the auxiliary device no longer answers calls automatically, the problem is 
solved.

If the problem remains, call the helpline number listed on the front, inside cover.
Trouble Hearing Called Party Answer
Possible Cause 1: If you are using a speakerphone, there may be environmental factors that affect 
the performance of the speaker or microphone.
What to do: Check to see if you are using proper speakerphone technique:

Avoid places with high background noise.

Avoid talking before the other person is finished speaking.

Face the telephone and stay within two feet of it.

Place your telephone at least six inches from the edge of your desk.
If the problem is not solved, go to Possible Cause 2. 
						

							Troubleshooting
Other Telephone Problems
11-15 Possible Cause 2: If the system is set for touch-tone dialing, you may have a faulty telephone or 
cord. See “System Telephone Does Not Work” on page 11-6. If the system is set for rotary dialing, 
the Rotary Dialing Timeout interval is too long. 
What to do: Reset the interval by using Rotary Dialing Timeout (#108). 

If you can hear the called party answer, the problem is solved.

If the problem is not solved, call the helpline number listed on the front, inside cover.
Automatically Dialed Calls Beginning with 
Star Codes Are Misrouted
Possible Cause: The Star Code Dial Delay setting is not inserting a long enough pause, allowing 
part of the telephone number to be dialed before the second dial tone from the central office is 
established. 
What to do: Use Star Code Dial Delay (#410) to increase the Star Code Dial Delay setting. 
Using the Recall Feature Has No Effect
Possible Cause: Recall Timer Duration setting is too short.
What to do: Increase the Recall Timer Duration (#107) by 100 milliseconds.

If the Recall feature works, the problem is solved.

If the Recall feature still does not work, continue increasing the Recall Timer Duration by 
increments of 100 milliseconds until the problem is solved.
Using the Recall Feature Disconnects Call
This problem applies when the system is installed behind a PBX or Centrex system or with the 
local telephone company’s “Call Waiting” feature.
Possible Cause: Recall Timer Duration setting is too long.
What to do: Decrease the Recall Timer Duration (#107) by 100 milliseconds. 

If the Recall feature works properly, the problem is solved.

If the Recall feature still disconnects calls, continue decreasing the Recall Timer Duration by 
increments of 100 milliseconds until the problem is solved. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Problems with Combination Extensions
11-16
Problems with Combination Extensions
Telephone Does Not Work Properly 
Possible Cause 1: Ringer equivalents are too high for the extension.
What to do: Be sure the total of the two devices’ Ringer Equivalence Numbers (REN) does not 
exceed 2.0. If it does, unplug one of the devices.

If the telephone works properly, the problem is the REN was too high.

If the telephone still does not work properly, go to Possible Cause 2.
Possible Cause 2: The auxiliary device (such as a fax, answering machine, or modem) is faulty.
What to do: Remove the auxiliary device from the extension. Then plug in an auxiliary device that 
you know works properly.

If the telephone works properly, the problem is the auxiliary device. Replace the auxiliary 
device.

If the telephone still does not work properly, go to Possible Cause 3.
Possible Cause 3: The telephone is plugged into the wrong jack of the system telephone or the 
bridging adapter.
What to do: Plug the telephone into the correct jack–see “Combination Extensions” on page 9-2 
for instructions.

If the telephone works properly, the problem is solved.

If the problem remains, go to Possible Cause 4.
Possible Cause 4: Wrong bridging adapter is used in combination extension.
What to do: First, unplug the bridging adapter from the wall jack. Then, unplug the telephone from 
the adapter and plug the telephone directly into the wall jack.

If the telephone works, there is a problem with the bridging adapter. Replace the bridging 
adapter (use only a 267F2 bridging adapter). If the problem persists, call the helpline.

If the telephone still does not work properly, call the helpline.