Avaya Partner Advanced Communications System Installation, Programming And Use Manual

							Troubleshooting
System Problems
11-27
System Problems
Call Rings Continuously; When Answered,
No One at Other End
Possible Cause: Automatic System Answer or Direct Extension Dial is used on a system that 
does not support far-end disconnect.
What to do: Call your local telephone company and find out whether they support far-end 
disconnect. If the local telephone company does not support far-end disconnect, you should not 
set the Automatic System Answer Mode (#121) to either Hold or Ring, and you should not use 
Direct Extension Dial. If the local telephone company supports far-end disconnect but the 
problem still occurs, call the helpline number listed on the front, inside cover.
Calls on Hold Are Disconnected
Possible Cause: Hold Disconnect Time setting is too short.
What to do: Change Hold Disconnect Time (#203) to a longer interval.

If calls on hold no longer disconnect, the problem is solved.

If calls on hold still get disconnected, or the Hold Disconnect Time was already set to the 
longest interval, call the helpline number listed on the front, inside cover.
An ASA/DXD Missing Card Error Message Appears
Possible Cause: You are attempting to record an Automatic System Answer message (I891) or a 
Direct Extension Dial (DXD) message (I892), and an ASA/DXD PC card is not installed in the 
processor module.
What to do: To clear the message, at extension 10, program an Automatic System Answer 
(#111) button if you used I891 to try to record the greeting or a Direct Extension Dial (#112) 
button if you used I892 to try to record the greeting. Press the programmed button to turn the 
feature on; then press the programmed button to turn it off again. After you turn the feature off, the 
error message should be cleared, and you can remove the button assignment using (#111) or 
(#112). 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
System Problems
11-28
Calls on Automatic System Answer Lines Are 
Disconnected
Possible Cause: Automatic System Answer Mode is set to Disconnect.
What to do: Change Automatic System Answer Mode (#121) from Disconnect to either Hold or 
Ring.

If calls on Automatic System Answer lines no longer disconnect, the problem is solved.

If calls on Automatic System Answer lines still get disconnected, or the Automatic System 
Answer Mode already was set to Hold or Ring, call the helpline number listed on the front, 
inside cover.
Call on Hold Hangs Up, 
but Line Does Not Disconnect
Possible Cause 1: Hold Disconnect Time setting is too long.
What to do: Change Hold Disconnect Time (#203) to a shorter interval. 

If abandoned calls on hold are disconnected, the problem is solved.

If abandoned calls on hold still do not disconnect, or if the Hold Disconnect Time was already 
set to the shortest interval, go to Possible Cause 2.
Possible Cause 2: Local telephone company does not send a hold release signal.
What to do: Call your local telephone company and find out whether they send a hold release 
signal. If the local telephone company does not send a hold release signal, or if they do but the 
problem still occurs, call the helpline number listed on the front, inside cover.
All Calls Disconnected
Possible Cause 1: You just ran the Restore Programming (#125) procedure.
What to do: This is normal behavior after running Restore Programming (#125); the system 
resets itself. In the future, warn users before beginning the restore, or perform the restore during 
nonbusiness hours. If you did not run Restore Programming (#125), go to Possible Cause 2. 
Possible Cause 2: Power was interrupted to the control unit.
What to do: Make sure the control unit’s power cord is plugged securely into the wall outlet. Also 
make sure the on/off switch is in the “on” position (“O”) if you have a five-slot carrier.

If the green LEDs on the modules are lit and the trouble is gone, the problem is corrected.

If the green LEDs on the modules are lit but the trouble remains, call the helpline number listed 
on the front, inside cover. 
						

							Troubleshooting
System Problems
11-29

If the green LEDs on the modules are out, go to Possible Cause 2 in “All Telephones Dead: No 
Dial Tone or Lights” below.

If any green LEDs on the modules are flashing, call the helpline number listed on the front, 
inside cover.
CAUTION:
The settings retained in the 1600 DSL module’s flash memory become the active settings 
when Restore Programming has been run or when the power is turned off and back on. 
All Telephones Dead: No Dial Tone or Lights 
Possible Cause 1: Control unit is not receiving power.
What to do: Make sure the control unit’s power cord is plugged securely into the wall outlet. Also 
make sure the on/off switch is in the “ON” position (“O”) if you have a five-slot carrier.

If the green LEDs on the modules are lit and the trouble is gone, the problem is corrected.

If the green LEDs on the modules are lit but the trouble remains, call the helpline number listed 
on the front, inside cover.

If the green LEDs on the modules are out, go to Possible Cause 2.

If any green LEDs on the modules are flashing, call the helpline number listed on the front, 
inside cover.
Possible Cause 2: The power outlet is faulty.
What to do: Test the outlet by plugging in an appliance, like a lamp or radio.

If the appliance does not work, the outlet is faulty. If possible, plug the control unit into a 
different outlet. Then check the fuse box or call an electrician.

If the appliance works, call the helpline number listed on the front, inside cover.
Multiple Telephones Dead: No Dial Tone or Lights 
Possible Cause 1: The LED on one system module is out.
What to do: If the green LED on the front of a module is out, try reseating the module in the control 
unit.

If the LED lights, the problem is corrected.

If the problem remains, call the helpline number listed on the front, inside cover.
Possible Cause 2: The green LEDs on several system modules are out.
What to do: If the LEDs on the front of several system modules are out, try reseating the leftmost 
module of the ones with the lights out. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Other Problems with System
11-30

If the LEDs light, the problem is corrected.

If the problem remains, call the helpline number listed on the front, inside cover.
Poor Transmission Quality on Modem
Possible Cause: A high-speed modem is connected through an extension jack on the control unit 
to a standard central office telephone line; but the line quality is not sufficient to generate a clear 
signal when the modem transmits through the system interface.
What to do: Either connect the modem directly to the network interface jack for a line, or contact 
your local telephone company for information about upgrading the line quality.

If the device works properly, the problem is solved.

If the problem remains, call the helpline number listed on the front, inside cover.
Other Problems with System
The following procedure resets the system. Use it when you have any problems that are not 
covered elsewhere in this chapter. The procedure disconnects all calls in progress, but does not 
erase any system settings, provided that the system batteries are installed and not low on power.
Possible Cause: System needs a hardware reset.
What to do: Unplug the control unit’s power cord from the wall. Wait 10 seconds, then plug it back 
in. If the problem remains, call the helpline number listed on the front, inside cover. 
						

							A-1
A
Cross-Reference of Features
Tables A-1, A-2, and A-3 show the feature codes you can dial to program those features.
Table A-1.  System Programming Procedures
CodeFeatureCodeFeature
#101System Date #314Pool Extension Assignment2
#102 System Day1#315Pool Access Restriction2
#103 System Time#316Call Waiting
#104 Number of Lines#317Caller ID Log Answered Calls2
#105 Transfer Return Rings#318Caller ID Call Log Line Association2
#107 Recall Timer Duration#319Caller ID Log All Calls2
#108 Rotary Dialing Timeout#320Call Coverage Rings4
#109 Outside Conference Denial#321VMS Cover Rings4
#110 Automatic System Answer Delay2#399Copy Settings
#111 Automatic System Answer Button2#401Outgoing Call Restriction
#112 Direct Extension Dial Delay2#402Toll Call Prefix
#113 Direct Extension Dial Button2#403System Password
#114 Outgoing Call Restriction Button#404Disallowed Phone Number Lists
#115 Wake Up Service Button#405Disallowed List Assignments
#116Call Coverage Rings3#406Emergency Phone Number List
#117VMS Cover Rings1#407Allowed Phone Number Lists
#119 Ring on Transfer#408Allowed List Assignments
#121 Automatic System Answer Mode2#409Forced Account Code List
#122 Caller ID Type#410Star Code Dial Delay
#123 Backup Programming–Automatic#501Pickup Group Extensions
#124 Backup Programming–Manual#502Calling Group Extensions
#125 Restore Programming#503Night Service Button
#126Automatic Daylight/Standard Times4#504Night Service Group Extensions
#201 Dial Mode#505Hunt Group Extensions 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
A-2
CodeFeatureCodeFeature
#203 Hold Disconnect Time#505(Group 8) Fax CNG Detection4
#204 Automatic System Answer Lines2#506VMS Hunt Delay
#205 Direct Extension Dial Lines2#507VMS Hunt Schedule
#206 Group Call Distribution#601Fax Machine Extensions
#207 Pool Line Assignment2#602Music-On-Hold
#208 Line Coverage Extension#603Hotline
#209Unique Line Ringing4#604Doorphone Extension 1
#301 Line Assignment#605Doorphone Extension 2
#302 Line Access Restriction#606Doorphone Alert Extensions
#303 Display Language#607AA (Automated Attendant) Extensions
#304 Automatic Extension Privacy#608SMDR Record Type
#305Abbreviated Ringing#609SMDR Top of Page
#306Transfer Return Extension#610SMDR Output Format
#307Forced Account Code Entry#611SMDR Talk Time2
#308Distinctive Ring#612Contact Closure Group
#309Intercom Dial Tone#613Contact Closure Operation Type
#310Automatic VMS Cover#614Music-On-Hold Volume 
#311External Hotline#728System Reset–Programming Saved
#312 Voice Interrupt on Busy#730Remote Administration Password4
#313Line Access Mode2
1 PARTNER ACS Release 2.0 or earlier
2 PARTNER ACS Release 2.0 or later
3 PARTNER ACS Release 2.0 only
4 PARTNER ACS Release 3.0 or later
Table A-1.  System Programming Procedures–Continued 
						

							Cross-Reference of Features
A-3
Table A-2. Dial-Code Features1
1 These features can be used by the telephone user and the System Administrator.
F represents the 
f button I represents the i button; XX represents a system extension number; G 
represents a single-digit group number; and LL represents a system line number.
Dial CodeFeatureDial CodeFeature
F01Do Not Disturb2
2 Available only on system phonesF15VMS Cover2
F02Exclusive Hold2 F16Caller ID Name Display2 
F03RecallF17Caller ID Inspect2
F04Save Number RedialF18Voice Interrupt On Busy Talk-
Back2 
F05Last Number RedialF19Background Music2
F06Conference Drop2F20, XX,XX Call Coverage3 
3 PARTNER ACS Release 2.0 or later
F07Privacy2F21Station Lock
F08Touch-Tone EnableF22Station Unlock2 
F09XX Message Light OnF23Caller ID Call Logging and 
Dialing2 
F10XX Message Light OffF24Record-a-Call2, 4 
4 PARTNER ACS Release 3.0 or later
F11,XX,XX Call Forwarding/Call Follow-MeF25Call Screening2, 4 
F12Account Code Entry2 F41Contact Closure 1
F13XX Manual Signaling (beep or ring)F42Contact Closure 2
F13*XX Manual Signaling (voice signal)F59System Release Status2 
F14Voice Mailbox Transfer2  
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
A-4
Table A-3. Intercom Dial-Code Features1
1 These features can be used by the telephone user and the System Administrator.
F represents the 
f button I represents the i button; XX represents a system extension number; G 
represents a single-digit group number; and LL represents a system line number.
Intercom Dial CodeFeature
I6XX Call Pickup
I66G Group Pickup
I68LL Direct Line Pickup–Active Line
I70 Loudspeaker Paging
I*70 Simultaneous Paging
I7G Group Calling–Ring
I*7G Group Calling–Page
I77G Group Hunting–Ring
I*77G Group Hunting–Voice Signal
I8LL Direct Line Pickup–Idle Line
I891 Automatic System Answer Record/Playback2
2 PARTNER ACS Release 2.0 or later
I892 Direct Extension Dial Record/Playback2 
Table A-4.  Basic Calling and Answering Features
ActivityFor. . .Feature or FunctionPage #
Answering calls: 
And seeing who is calling you from 
another extensionDisplay 
telephonesDisplay 6-13
And seeing who is calling you from 
outsideDisplay 
telephonesDisplay
Caller ID 6-13
4-9
And transferring to another extension AllTransfer 6-25
At another extensionAllCall Pickup 8-15
For another person or group of peopleAllCall Coverage 
Call Forwarding/
Call Follow-Me 
Calling Group Extensions8-8
8-11
4-31
If you are part of a groupAllCalling Group Extensions 4-31 
						

							Cross-Reference of Features
A-5
Waiting for you, after you hear the Call 
Waiting toneAllCall Waiting 4-14
That come to your extension while you 
are at another extensionAllCall Forwarding/
Call Follow-Me8-11
Conferencing and joining calls: 
Conferencing inside and outside parties 
where the inside parties do not share a 
lineAllConference Calls6-23
Joining calls of inside parties who share 
a lineAll Joining Calls6-28
Preventing others from joining your callsAllAutomatic Extension Privacy
Privacy 4-2
8-47
Dialing: 
An inside callAllMaking Calls6-15
An outside callAllMaking Calls6-15
An inside or outside number with one 
touchAuto Dialing 8-5
An Account Code, for billing to a project 
or client, during or before a callAllAccount Code Entry 8-2
By entering a 3-digit code for a party that 
people in your company call oftenAllSystem Speed Dial 4-56 and
8-57
By entering a 2-digit code for a party you 
call often (telephones with 10 or fewer 
buttons)AllPersonal Speed Dial 8-55
Outside of normal office hoursAllNight Service Group Extensions4-35
A number you dialed beforeAllLast Number Redial
Save Number Redial 8-51
8-52
A voice mail boxSystem 
telephonesVoice Mailbox Transfer8-66
Paging: 
Several people at your company who 
have speakerphonesAllSimultaneous Paging8-46
Over your company’s loudspeaker 
systemAllLoudspeaker Paging8-44
Prevent or allow voice-announced calls 
from coming in over your speakerphoneSystem 
telephonesVoice Interrupt On Busy4-61
Putting a call on hold: 
At your own extension, so that you can 
pick it upAllHold6-21
Table A-4.  Basic Calling and Answering Features–Continued
ActivityFor. . .Feature or FunctionPage # 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
A-6
At your own extension, so that you or 
someone who shares a line can pick it upAllHold 6-21
At your own extension, so that anyone 
can pick it up after you page themAllCall Park 8-14
At your own extension, so that only you 
can pick it upSystem 
telephonesExclusive Hold8-33
Using the system from an outside telephone: 
To program the system from a location 
outside the systemN/ARemote Administration 
Password4-50
To receive calls that come to your 
system extensionN/ACall Forwarding/
Call Follow-Me 8-11
Leaving messages: 
Let a co-worker with a system telephone 
know that you wish to speak with him or 
her, without callingSystem 
telephonesManual Signaling8-41
Receiving messages: 
Turn off Message lightAll 
telephones 
with 
Message 
Waiting 
lightsMessage Light Off8-43
Table A-5.  Call Coverage Features
Activity...For . . .Feature NamePage #...
Covering calls: 
As a member of a groupAllCall Coverage 8-8
And you want to adjust the number of 
times calls ring before going to coverageAllCall Coverage Rings4-7
Having your calls covered: 
OccasionallyAllCall Forwarding/
Call Follow-Me 8-11
By voice mailAllAutomatic VMS Cover
VMS Cover9-42
8-62
RegularlyAllCall Coverage 8-8
Table A-4.  Basic Calling and Answering Features–Continued
ActivityFor. . .Feature or FunctionPage #