Inter-Tel Encore Installation, Programming And Maintenance Version 4 Manual

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RMS Maintenance
ENCORE MANUAL, Issue 4.0 
– July 2002
Pro-Active Maintenance
RMS
MAINTENANCE
6
9. PRO-ACTIVE MAINTENANCE
9.1Encores Proactive Maintenance involves:
•Automatic fault detection. During normal operation, Encore monitors for line
faults. If a fault is detected (e.g. dial-tone not detected) then a fault counter is increased
for that line. However, one successful operation of a line resets the fault counter for that
line. Should the fault counter on any one line exceed a pre-programmed alarm thresh-
old, the fault is automatically reported in an Alarm call.
•Scheduled alarm self-test. In addition to the above, Encore may be configured to
carry out a self-test once each day at a pre-programmed time. After such a test, results
are analyzed and, if a fault is detected, an alarm call is made.
•Alarm call. A fault-free line is seized and one of the pre-programmed Dial Up Num-
bers is dialed. If answered within 30 seconds, the system modem is configured to estab-
lish a connection. When connection is established with the Remote Management
Software PC at the Service Center, Encore sends its alarm report. When the report is
complete, the Encore will release the line. If a connection is not established within 30
seconds or if the line is released before the Encore has completed its transmission, then
the call will be re-attempted at a later pre-programmed time. The alarm report consists
of header (Encore), information describing the system, a fault history with description
and time, and date of each fault. An Alarm report will look like this:
Encore
Software Revision NET USA 1.54/54
Main Board Revision 5522.09500-x
Extension Board Revision 5510.09500-x
PSTN Interface Board 5507.09500-x
Extension Board Revision 5510.09500-x
PSTN Interface Board 5507.09500-x
Voice Mail Board Revision 5519.09500-x
Customer ID 87654321
FAULT CALL:02
12 03:50 12:12:98
51 03:55 02:12:98
31 03:50 28:11:98
END OF TEXT
The alarm codes are defined as follows:
ALARM NAMECODEALARM NAMECODE
Layer 1 fault access 1 11 Dial tone fault Line 5 35
Layer 1 fault access 2 12 Dial tone fault Line 6 36
Layer 1 fault access 3 13 Dial tone fault Line 7 37
Layer 1 fault access 4 14 Dial tone fault Line 8 38
Layer 2 fault access 1 21 MF Sender fault 40
Layer 2 fault access 2 22 MF Receiver 1 fault 51
Layer 2 fault access 3 23 MF Receiver 2 fault 52
Layer 2 fault access 4 24 MF Receiver 3 fault 53
Dial tone detector fault 30 CID detector 1 fault  71
Dial tone fault Line 1 31 CID detector 2 fault 72
Dial tone fault Line 2 32 CID detector 3 fault 73
Dial tone fault Line 3 33
CID detector 4 fault73
Dial tone fault Line 4 34 Dial tone fault Line 5 35 
						

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RMS Maintenance
ENCORE MANUAL, Issue 4.0 
– July 2002
Pro-Active Maintenance •
Confidence call. A confidence call is made once every three months (January, April,
July, and October) at the time and date scheduled in this screen. the call is placed as
described for the Alarm call. The Confidence report consists of header (Encore), infor-
mation describing the system, and the words “Confidence Call.” A Confidence report
will look like this:
Encore
Software Revision NET USA 1.54/54
Main Board Revision 5522.09500-x
Extension Board Revision 5510.09500-x
PSTN Interface Board 5507.09500-x
Extension Board Revision 5510.09500-x
PSTN Interface Board 5507.09500-x
Voice Mail Board Revision 5519.09500-x
Customer ID 87654321
CONFIDENCE CALL:01
END OF TEXT
9.2When you select Pro-Active Maintenance, the screen shown on the next page provides
access to the maintenance features. The programming can be done off line for transmission at a
later date or programming can be done while connected to a system.
9.3Enter the information in the Pro-Active Maintenance screen as described below:
•Service Center Numbers. If the Encore System being programmed is set up to rec-
ognize Caller ID, it will automatically transfer calls from these numbers to the system
modem. 
•Dial Up Centers. Numbers the Encore System dials when a fault is detected. These
should be the numbers of service centers with Remote Management Software-equipped
PCs that are ready to receive the calls. When an Alarm or Confidence call is placed by
the system, it will try the number 1 on the list first. If that number is unavailable, it will
try the other numbers in numerical order.
•Alarm Report Time. Enter a time in 24-hour clock format. This is the time at which
the system automatically runs its system self-tests and sends an Alarm report to one of
the programmed Dial Up Center numbers, if a fault is detected.  
						

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RMS Maintenance
ENCORE MANUAL, Issue 4.0 
– July 2002
System Timers
RMS
MAINTENANCE
6
•Alarm Threshold. (from 1 - 99) determines how many times in succession a fault
must be detected on a line before an Alarm report is generated. CO line interface faults
and Caller ID faults are deemed to be line faults. Other faults such as DTMF Sender
failure will initiate a call whenever they are detected.
•Confidence Call Day. Day of the month (1-28) that the system is to place a call to
the Dial Up Number to report in that it is still operating.
•Line Reseize Time. Amount of time, in minutes, that determines how long the sys-
tem waits before dialing the Dialup Number when an Alarm or Confidence call fails.
Each of the programmed Dial Up Numbers is tried, in sequence. If all of the numbers
are busy, the system waits again, for this amount of time, before attempting to redial the
first number.
•Customer ID. Used to identify the system when it makes an Alarm or Confidence call
to a Dial Up Number.
10. SYSTEM TIMERS
10.1The System Timers screen is shown below. 
10.2There are 22 timers in the Encore System that can be modified. Numbers shown in
brackets (above) indicate that the time period is in a fraction of a second. Where no figure is
shown, the time is programmed in seconds. The timers are defined in the following table.  
Table 6-1: RMS Maintenance System Timers 
TIMERDEFINITIONDEFAULT
Line Send BREAK (1/100) Line “break” time when Pulse dialing is used on the line. 6
Line Send MAKE (1/100) Line “make” time when Pulse dialing is used on the line. 4
MF Send On (1/100) Length of time the DTMF tone is on when a digit is dialed. 8
MF Send Off (1/100) Length of time the DTMF tone is off when a digit is dialed. 8
DTD Confirmation (1/100) Minimum length of time that dial tone must be detected. 30
Off Hook Confirm (1/100) Phone must be off hook for this amount of time for the system to recog-
nize that it is off hook.1
On Hook Confirm (1/100) Phone must be on hook for this amount of time for the system to recog-
nize that it is on hook.100 
						

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RMS Maintenance
ENCORE MANUAL, Issue 4.0 
– July 2002
System Timers
Minimum Valid Hookflash 
(1/100)Phone must be on hook for at least this amount of time for the system 
to recognize a hookflash.2
Maximum Valid Hookflash 
(1/100)Maximum amount of time a phone can be on hook for the system to 
recognize a hookflash.10
Fwd Time Break (1/100) Break duration when timed break is the forward recall signal. 60
Int Max Inter Digit Pause Amount of time between digits during dialing. 10
Incoming Ring Cease (1/10) When a ringing signal is not detected on a line for this amount of time, 
the call is considered to be disconnected.50
Page Connect A user is allowed to speak over the external paging speakers for this 
length of time.15
MF Recall Amount of time a DTMF receiver is made available to an extension 
after the user places a call on hold.4
CID Display Date & Time Determines the amount of time the Caller ID date information is dis-
played.2
Call Waiting Indication 
On/OffAmount of time a Call Waiting message is displayed. 1
System Programming 
DurationProgramming Extension returns to idle if inactive for this length of time. 60
Ext/Idle Display Refresh Idle display refresh frequency. 5
Dialing Pause Used when the system is storing and redialing digits dialed from a sin-
gle-line phone. If dialing starts before dial tone is detected, this is the 
amount of time allowed after the last digit has been dialed, before the 
line switches back to the extension.1
External Call Timer 
(Minutes) (1/10)Amount of time the system will supervise a line and check for discon-
nect on a trunk-to-trunk call. (Setting this timer to 0 disables line super-
vision.)5
Line Supervision (1/100) The signal length, the system is monitoring, to disconnect (time break) 
from the network.60
EPS on-hook Confirmation 
(1/100)Amount of time, after you place the handset on hook, that the system 
knows the call is completed and the system acknowledges the discon-
nect.10
Table 6-1: RMS Maintenance System Timers (Continued)
TIMERDEFINITIONDEFAULT 
						

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Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
TROUBLE-
SHOOTING
7
Troubleshooting
CONTENTS PAGE
1. Introduction  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
2. Outgoing Calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-2
A. Cannot Make External Calls From An Extension . . . . . . . . . . . . . . . . . . . . . . . . .  2-2
B. Unable To Make Or Receive Calls During Power Failure  . . . . . . . . . . . . . . . . . .  2-2
C. No Dial Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-2
D. A Line Not Being Accessed For Outgoing Calls  . . . . . . . . . . . . . . . . . . . . . . . . .  2-2
E. Cannot Obtain An Outside Line On A Single-Line Telephone. . . . . . . . . . . . . . .  2-2
3. Incoming Calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-3
A. No Incoming External Calls Are Being Received. . . . . . . . . . . . . . . . . . . . . . . . .  2-3
B. No Incoming Calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-3
4. Internal Calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
5. Keyset Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-3
A. Keyset Handsfree Mode Does Not Appear To Work  . . . . . . . . . . . . . . . . . . . . . .  2-3
B. Keyset Shows “Waiting for SYNC”  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-3
C. Keyset Display Shows Digits That Were Not Dialed . . . . . . . . . . . . . . . . . . . . . .  2-3
6. System Features  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-4
A. Night Service Unable To Operate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-4
B. Cannot Program System Options  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-4
C. Calls Not Forwarded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-4
D. Feature Not Working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-4
7. System, Line, or Extension Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-4
8. Replacing the CPU   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-5
9. Power Supply Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-5
10. Customer Support  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-6
A. Technical Support  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-6
B. Emergency Assistance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-6
C. Diagnostics  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-6
11. Defective Unit Return Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-6 
						

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Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
Introduction
1. INTRODUCTION
1.1This section of the manual describes the troubleshooting information in the event of a
system or station instrument malfunction. System repair is limited to replacing parts (keysets,
circuit cards, cables, power supply, etc.).
2. OUTGOING CALLS 
2.1This section details outgoing call issues.
A. CANNOT MAKE EXTERNAL CALLS FROM AN EXTENSION
2.2Extension Lock may have been activated. To unlock the extension:
1.Lift the handset on the affected extension and enter the unlock code (41).
2.Then enter the extension’s Extension Lock password (at default the password is 123). If
necessary, Extension Lock passwords can be viewed from the Programming Extension
(see page 4-22).
B. UNABLE TO MAKE OR RECEIVE CALLS DURING POWER FAILURE
2.3The customer is not using the proper extension or is trying to use a Keyset. Power fail-
ure service is available on single-line sets at Extension 24 (Line 1), Extension 25 (Line 2),
Extension 31 (Line 5), and Extension 37 (Line 7).
1.Locate a power failure extension.
2.Use a single-line set to make and receive calls.
C. NO DIAL TONE
2.4The line may not be connected or programmed properly.
1.Check the line wiring and connection to the KSU.
2.Check that the extension has not been disconnected through programming. See page 4-
21 for procedure.
D. A LINE NOT BEING ACCESSED FOR OUTGOING CALLS
2.5There may be a programming problem.
1.Check to see if the line has been programmed for incoming calls only. See page 4-26
for procedure.
2.Check to see if the line has been disconnected in programming. See page 4-21 for pro-
cedure.
3.If using a Line Key to access the line, check that the key is programmed for line access.
See page 3-14 for procedure.
E. CANNOT OBTAIN AN OUTSIDE LINE ON A SINGLE-LINE TELEPHONE
2.6Extension Lock may have been activated. To unlock the extension:
1.Lift the handset on the affected extension and enter the unlock code (41).
2.Then enter the extension’s Extension Lock password (at default the password is 123). If
necessary, Extension Lock passwords can be viewed from the Programming Extension
(see page 4-22). 
						

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Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
Incoming Calls
TROUBLE-
SHOOTING
7
3. INCOMING CALLS
3.1This section details incoming call issues.
A. NO INCOMING EXTERNAL CALLS ARE BEING RECEIVED
3.2This may be caused by programming or installation errors.
1.Check that the extension is programmed to ring. See page 4-25 for procedure.
2.Check that the extensions has not been programmed for “Do Not Disturb.” See page 3-
40 for procedure.
3.Check that the Keyset is plugged in to the telephone socket.
4.Check that the Keyset is using the correct extension number.
B. NO INCOMING CALLS
3.3Check that all extensions programmed to ring are not programmed for Do Not Disturb
or Call Forward by resetting the extension. (Reset cancels call forwarding, reminder calls, and
do not disturb settings.)
1.Lift the handset and enter the reset code (157).
2.Hang up.
4. INTERNAL CALLS
4.1This section details internal call issues.
Cannot Contact A Particular Extension
4.2Make sure Do Not Disturb or Call Forwarding are not set by resetting the extension.
(Reset cancels call forwarding, reminder calls, and the do not disturb settings.)
1.Lift the handset and enter the reset code (157).
2.Hang up.
5. KEYSET FEATURES
5.1This section details keyset feature issues.
A. KEYSET HANDSFREE MODE DOES NOT APPEAR TO WORK
5.2The user may have programmed the Keyset for Headset use or may have Handsfree
Mode disabled. 
1.Press the PROGRAM key then select Headset Mode followed by Headset Off.
2.Press the PROGRAM key then select Handsfree Answer followed by Set H/free
Answer.
B. KEYSET SHOWS “WAITING FOR SYNC”
5.3The extension is not properly terminated at the connector. See page 2-9 for more infor-
mation.
C. KEYSET DISPLAY SHOWS DIGITS THAT WERE NOT DIALED
5.4DTMF digits picked up by the speakerphone or the handset of a Keyset may be dis-
played. Also if another device (such as a butt set) is monitoring a line the Keyset is dialing on,
the acoustic feedback loop may cause a single digit to be redialed many times. An analog
speakerphone dialing close to a Keyset may also cause the Keyset to pick up the DTMF digits
and display them. If this happens, avoid dialing in speakerphone mode if another source of
DTMF is nearby. 
						

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Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
System Features
6. SYSTEM FEATURES
6.1This section details system feature issues.
A. NIGHT SERVICE UNABLE TO OPERATE
6.2The customer may be attempting to activate night service from wrong extension. Only
extension 20 can activate or deactivate night service. See page 3-44 for details.
B. CANNOT PROGRAM SYSTEM OPTIONS
6.3Customer may be unable to carry out programming because they have forgotten or do
not know the Programming password. 
1.Try using the default password: 1111. 
2.If this does not work, you must use the Remote Management Software to access the
system to check and confirm the password with customer.
C. CALLS NOT FORWARDED
6.4Calls will not forward if there is a problem with the destination station.
1.Make sure a forwarding destination has been programmed. See page 3-34 for proce-
dure.
2.Make sure the forwarding destination is not forwarded to another destination. If a for-
warding chain has been set up (for example, Extension 20 forwards to Extension 21
which is forwarded to Extension 22, etc.) the forward only goes to first forwarding des-
tination (Extension 21 in the example), but does not go to the other extensions because
chained forwards are not recognized.
D. FEATURE NOT WORKING
6.5It could be caused by user error, programming error, or extension programming.
1.Make sure the user is performing the steps correctly. Refer to the Features chapter
(page 3-1) for procedures.
2.Check the system programming, and ensure the relevant feature is activated. See the
Keyset Programming chapter (page 4-1) or the RMS Programming chapter (page 5-1)
for procedures.
3.Reset the extension, as follows, then retry the feature:
a.Lift the handset and enter the reset code (157).
b.Hang up.
7. SYSTEM, LINE, OR EXTENSION FAILURE
7.1Follow these steps for overall system troubleshooting:
1.Check that the system is plugged in.
2.Carefully remove the KSU cover and see if the Vital Activity LED is flashing. (See
page 2-32.)
3.Check that all system expansion cards are properly installed in their connectors. (See
page 2-13.)
 •If the problem is with line access, replace the Line Card, reset the system, and retry.
 •If the problem is with a line or extension connection from an Extension Card,
replace the Card, reset the system, and retry.
4.Check all CPU cabling connections. (See page 2-7.) 
						

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Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
Replacing the CPU
TROUBLE-
SHOOTING
7
8. REPLACING THE CPU
8.1Follow these steps when replacing a faulty CPU:
1.Record the system configuration and administration programming. (If you have Remote
Management Software, save the database as a backup. Refer to page 5-5 for informa-
tion.)
2.Disconnect power from the system.
3.Disconnect the Power Supply connection.
4.Label all extension cabling (to aid in reattachment).
5.Disconnect the extension cables.
6.Unplug the Extension Cards, if installed.
7.Unscrew the retaining screws and remove the CPU board.
8.Insert the replacement CPU and the retaining screws.
9.Reinstall any Extension Cards.
10.Reconnect the extension cabling.
11 .Reconnect the power.
12.Reprogram the system as required. (If you have Remote Management Software, you
can upload the database. Refer to page 5-5 for information.)
9. POWER SUPPLY REPLACEMENT
9.1The Power Supply Unit is located in the KSU. It connects directly to the CPU. Should it
be necessary to replace the Power Supply Unit the procedure is as follows:
1.Unplug the system power cord.
2.Remove the Power Supply Unit cover.
3.Disconnect the power cord from the Power Supply Unit.
4.Disconnect the two Power Supply Unit connections from the CPU.
5.Unscrew the two retaining screws and lift out the Power Supply Unit.
6.Insert the new Power Supply Unit.
7.Replace the two retaining screws.
8.Reconnect the two Power Supply Unit connections to the CPU.
9.Reconnect the power cord to the Power Supply Unit.
10.Replace the Power Supply Unit cover.
11 .Plug in the system power cord.
CAUTION
Electric Shock Hazard. Electrical power must be disconnected before removing or install-
ing the Power Supply Unit. Failure to remove the power source to the power supply could
result in electric shock injury. 
						

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Troubleshooting
ENCORE MANUAL, Issue 4.0 
– July 2002
Customer Support
10. CUSTOMER SUPPORT
10.1Customer support is provided through Inter-tel Customer Support, after hours emer-
gency assistance, and diagnosis through the Remote Management Software.
A. TECHNICAL SUPPORT
10.2If problems persist when installing or servicing Inter-Tel equipment: While on site and
with the proper troubleshooting tools available, certified technicians
 may contact Inter-Tel
Customer Support Department for assistance. They can be reached from 7:00 A.M. to 5:00
P.M. Mountain Standard Time at 888-777-3279 (888-777-EASY). 
10.3Endusers should contact the company that sold and now services their system.
B. EMERGENCY ASSISTANCE
10.4After office hours and on weekends, call 480-961-0277 and leave your message with
the voice mail service. A Customer Support Product Specialist will return your call as soon as
possible, usually within an hour. Please remember that this is an emergency number for 
critical
system problems only
. Sales questions, equipment orders, etc., can only be handled during nor-
mal business hours.
C. DIAGNOSTICS
10.5For advanced troubleshooting purposes, the Remote Management Software includes
special diagnostics. If a problem cannot be resolved, Customer Support may instruct the tech-
nician to perform certain diagnostic procedures.
11. DEFECTIVE UNIT RETURN POLICY
11 . 1A fault report must be completed describing the fault in detail and attached to any
equipment sent back for repair. For complete information on returning equipment, refer to the
current Inter-Tel 
Repair and Return Policy (document part no. 835.1065). This document
includes specific information on the following subjects: warranty, procedures to follow when
returning equipment, equipment damaged in shipment, insurance, repair policy, and advance
replacement policy.