Inter-Tel GMX-48 INSTALLATION & MAINTENANCE Manual
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INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE TROUBLESHOOTING Issue 2, May 1990 FIGURE 6-2. SYSTEM TROUBLESHOOTING CHART (CONT’D) SYMPTOM Unable to interface with computer call-up device (banking machine, answering machine, auto dialer, etc.) PROBABLE CAUSE Equipment being called is defective DTMF digit duration/ pause specifications of called equipment is incompatible with GMX-48 System CORRFCTIVE ACTION Ensure that the called equipment is functioning correctly. Check with the equipment manufacturer for DTMF digit duration/pause specifica- tions. Adjust DTMF digit duration/pause timer. (Refer to page 5-14 in PROGRAM- MING.) Default value is 6/100 second. C.O. line is designated User may signal the system to send DTMF for dial-pulse signaling tones (see page 4-25). Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. No music-on-hold/back- ground music (external music source connected) External music source turned off or inoperative MOH strap not in proper position (no MOH, but background music is operative) Defective cable between music source and KSU Defective KCB Check the external music source’for - proper operation. Optimal input level is .775VRMS (OdB). Refer to INSTALLA- TION, page 3-49. Move music-on-hold strap (MOH) on the KCB to the ON position (over the left two pins). Repair or replace the cable. Check that the proper connector was used. Refer to SPECIFICATIONS, page 2-7. Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Page 6-13
TROUBLESHOOTING Issue 2, May 1990 INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE FIGURE 6-2. SYSTEM TROUBLESHOOTING CHART (CONT’D) SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION RFI/EMI present over AC power source or conversations grounding incorrect Verify that the AC circuit is isolated and dedicated (see page 3-3) and check for proper grounding (see page 3-26). Grounding point is source of RFI/EMI While the system is running on AC power, temporarily remove the grounding wire to determine if it is the source of the RF1 EMI. See page 3-26 for proper grounding requirements. AC power source is causing RFI/EMI If an external battery back-up power source is installed, switch system operation to battery back-up power by unplugging the power source’s AC power cord (with grounding wire connected to KSU). If RFI/ EM1 stops, the AC power source is the cause. Install an RFI/EMI filter or equivalent on the AC outlet. NOTE: For further assistance, contact Customer Support with the following information: 1. Modulation - AM, FM, or other 2. Frequency of the interfering station (in Hz) 3. Broadcast power 4. Distance between KSU and broadcast antenna 5. When RF1 is heard: l Outside call - inside party only l Outside call - outside party only l Outside call - both parties 8 Intercom call - one or both parties 6. Type of instrument(s) on which RF1 is heard l 24-line keyset l 1Zline keyset 0 Single-line sets. Page 6-14
TROUBLESHOOTING Issue 2, May 1990 INTER-TEL PRACTICES GMX.48 INSTALLATION & MAINTENANCE FIGURE 6-3. C.O. LINE TROUBLESHOOTING CHART (CONT’D) SYhlPTOhj Cannot obtain C.O. dial tone PROBABLF CAUSE If reorder tone is heard, programming error If progress tone is heard, user error System is programmed to expect a forced account code. Refer to PROGRAMMING, page 5-22 and 5-49. Defective system channel or switching matrix Perform network self test. Refer to PROGRAMMING, page 5-128. Defective C.O. circuit Replace defective KCB or EXP. Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. CORRFCTIVE ACTION Ensure that keyset has outgoing access. Refer error to page 5-39 in PROGRAM- MING. Ensure that the keyset is not programmed for ARS only. Refer to pages 5-49 and 5-97 in PROGRAMMING. Ensure line is equipped. Refer to page 5-39 in PROGRAMMING. Cannot break C.O. dial tone C.O. circuit is pro- grammed for wrong signaling type Timer error Defective system channel or switching matrix Defective C.O. circuit Defective KCB NOTE: See also keyset problems on page 6-30. Check that C.O. line and C.O. circuit use same type signaling (DTMF or dial-pulse). See PROGRAMMING, page 5-39. If line is DTMF, the DTMF digit duration/ pause timer setting may not be compatible with the line. See PROGRAMMING, page 5-14. Perform network self test. Refer to PROGRAMMING, page 5-128. Replace defective KCB or EXI? Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Page 6-16
INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE TROUBLESHOOTING Issue 2, May 1990 FIGURE 6-3. C.O. LINE TROUBLESHOOTING CHART (CONT’D) SYMPTOM PROBABLE CAUSE CORRFCTIVE ACTION Cannot place an outgoing call. C.O. dial tone is present. Intercom works. Programming error :.:; .j Defective C.O. line from central office Defective station instrument Defective system channel or switching matrix Defective C.O. circuit Defective KCB Check station class of service (SCOS). See PROGRAMMING, page 5-49. Check that equal access and absorbed digit program- ming for the line are correct. See PRO- GRAMMING, page 5-39. At the C.O. block, remove the bridging clips for the line. On the telco side of the block, use a test set to verify the C.O. line connection. Also, move the C.O. line to a different C.O. circuit. If the problem follows the line, contact the telephone company. Replace the station instrument and/or perform the keyset self-test in INSTAL- LATION, page 3-40. Perform network self test. Refer to PROGRAMMING, page 5-128. Replace defective KCB or EXI? Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Page 6-17
TROUBLESHOOTING Issue 2, May 1990 INTER-TEL PRACTICES GMX.48 INSTALLATION dz MAINTENANCE FIGURE 6-3. C.O. LINE TROUBLESHOOTING CHART (CONT’D) SYMPTOM Outside calls dropped during conversation or upon answering C.O. line PROBABLE CAUSE User error (line key being pressed after initial connection is made) Defective C.O. line from central office Insufficient loop current supplied by central office IC-CO disconnect timer value is set too sensitive Inter-ring silence timer value is set too sensitive Defective system channel or switching matrix Perform network self test. Refer to PROGRAMMING, page 5-128. Defective C.O. circuit Replace defective KCB or EXP. Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. CORRF~CTIVE ACTION Instruct users not to press the lhe key while on a call. Or, if necessary, set the C.O. re- seize timer to a higher value. Default value is 3 seconds. See page 5-14 in PROGRAM- MING. Or, program the station to disallow C.O. reseize. See PROGRAMMING, page 5-49. At the C.O. block, remove the bridging clips for the line. On the telco side of the block, use a test set to verify the C.O. line connection. Also, move the CO. line to a different C.O. circuit. If the problem follows the line, contact the telephone company. Central office must supply 20mA minimum loop current. , ._ Ensure timer value is long enough to ignore normal interruptions in C.O. loop current. Default value is 0.6 seconds. See page 5-14. Ensure timer value is set longer than the C.O. ring “off” time. Refer to PROGRAM- MING, page S-14. C.O. line cannot be reseized C.O. reseize feature is disabled Check specific station programming as described on page 5-49 in PROGRAM- MING. If the C.O. reseize option has been disabled, the user cannot reseize a line until it has been disconnected. C.O. reseize timer is set too high Set the timer to a lower timer value. Default value is 3 seconds. See page 5-14 in PROGRAMMING. Page 6-18
INTER-TEL PRACTICES TROUBLESHOOTING GMX-48 INSTALLATION & MAINTENANCE Issue 2, May 1990 FIGURE 6-3. C.O. LINE TROUBLESHOOTING CHART (CONT’D) SYMPTOM J’ROBABLF CAUSE CORRFCTIVE ACTION Noise on C.O. line at all stations Defective C.O. line At the C.O. block, remove the bridging clips for the line. On the telco side of the block, use a test set to verify the C.O. line connection. Also, move the C.O. line to a different C.O. circuit. If the problem follows the line, contact the telephone company. Defective C.O. circuit Defective power supply Replace defective KCB or EXI? Refer to INSTALLATION, page 3-27, to perform the power supply electrical test. Replace the power supply if faulty. Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. C.O. line remains seized after a call has been ended Characteristic of some ESS central offices Central office must provide disconnect signal. IC-CO or CO-CO disconnect timer value set too long Central office disconnect signal was not detected by IC-CO or CO-CO disconnect timer. Default value of the IC CO timer is 0.6 seconds; the CO-CO timer is 0.35 seconds. See page 5-14. Defective C.O. line At the CO. block, remove the bridging clips for the line. On the telco side of the block, use a test set to verify the C.O. line connection. Also, move the C.O. line to a different C.O. circuit. If the problem follows the line, contact the telephone company. Defective C.O. circuit Defective KCB Replace defective KCB or EXI? Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Page 6-19
TROUBLESHOOTING INTER-TEL PRACTICES Issue 2, May 1990 GMX-48 INSTALLATION & MAINTENANCE FIGURE 6-3. C.O. LINE TROUBLESHOOTING CHART (CONT’D) SYMPTOM Other station conversations can be heard on the C.O. line (cross-talk) PROBABLE CAUSE Defective C.O. line(s) CORRECTIVE ACTION Isolate the line(s) with cross-talk by removing the bridging clips from the C.O. block. On the telco side of the block, attach a test set to each line and check for cross-talk. If present, contact the phone company. Defective system channel or switching matrix Defective EXP Defective KCB Perform network self test. Refer to PROGRAMMING, page 5-128. Remove all EXPs. Replace the EXPs one at a time and check the system voltages on the KCB (refer to page 6-2), until the defective EXP is isolated. Replace the faulty module. Refer to page 6-2 to test the system voltages. Replace the control board if _ faulty. ‘. Page 6-20
INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE TROUBLESHOOTING Issue 2, May 1990 FIGURE 6-4. FEATURE TROUBLESHOOTING CHART SYMPTOM Feature does not work properly J’ROBABLE CAUSE User error Programming error Defective station instrument Replace the station instrument and/or perform the keyset self-test as described in INSTALLATION, page 3-40. Defective station circuit Replace defective KCB, EXP, or APM. Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. / Cannot transfer C.O. or intercom calls to other stations User error Called station is in do- not-disturb Call transferred to an illegal intercom number Called station is in a different tenant group and cross-tenant traffic is denied Defective station instrument Defective KCB Page 6-21 CORRECTIVE ACTION Refer to FEATURES for procedures. Also, ensure that the feature is available on the software package installed. Check feature code programming. Refer to PROGRAMMING, page 5-33. Also, check user-programmable feature key program- ming. Refer to FEATURES, page 4-41, and PROGRAMMING, page 560. Refer to FEATURES, page 4-61, for procedures. A station in do-not-disturb cannot receive transferred calls. Use only valid intercom numbers. To allow such transfers (if desired), place the two stations in the same tenant group or allow cross-tenant traffic. See PRO- GRAMMING, page 5-24. Replace the station instrument and/or perform the keyset self-test as described in INSTALLATION, page 3-40. Refer to page 6-2 to test the system voltages. Replace the control board if faulty.
TROUBLESHOOTING Issue 2, May 1990 INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE FIGURE 6-4. FEATURE TROUBLESHOOTING CHART (CONT’D) SYMPTOM PROBABLE CAUSF CORRFCTIVE ACTION Cannot transfer incoming C.O. calls or place them on hold User error Inter-ring silence timer is set too sensitive User error (line key being pressed after initial connection is made) Programming error Refer to FEATURES for procedures. Ensure timer value is set longer than the C.O. ring off time. Refer to PROGRAM MING, page 5-14. Set the C.O. reseize timer to a higher value. Default value is 3 seconds. See page 5-14 in PROGRAMMING. Or, program the station to disallow C.O. reseize. See PROGRAMMING, page 5-49. Check user-programmable feature key pro- gramming. Refer to FEATURES, page 4-41. Cannot initiate a conference User error Refer to FEATURES, page 4-67, for c&r&t procedures. System capacity exceeded Refer to the maximum system capacities on page l-6 in OVERVIEW. Defective station instrument Replace the station instrument and/or perform the keyset self-test as described in INSTALLATION, page 3-40. Defective station circuit Defective KCB Replace defective KCB, EXP, or APM. Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Page 6-22