Inter-Tel GMX-48 INSTALLATION & MAINTENANCE Manual
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TROUBLESHOOTING Issue 2, May 1990 INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE FIGURE 6-4. FEATURE TROUBLESHOOTING CHART (CONT’D) $WMPTOM PROBABI I= CAUSE CORRECTIVE ACTION Calls will not forward User error The FWD key is lit when the station has been placed in call forward. Refer to FEATURES, page 4-70, for procedures. Illegal forward Conditional forwards (i.e., if busy, if un- answered) may form an undetected loop. If a call forward request forms a conditional loop, the call returns to the first station. 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. Last number redial feature inoperative User error Refer to FEATURES, page 4-84, for procedures. Keyset may be programmed for last number saved. System speed-dial number identified as non-display A system speed-dial number identified as non-display cannot be redialed. Defective station instrument Replace the station instrument and/or perform the keyset self-test as described in INSTALLATION, page 3-40. Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board_ if faulty. Station not receiving hunt group calls User error Hunt group calls may have been halted using the hunt group remove feature code (see page 4-20 in FEATURES). Or, the station may be in do-not-disturb or call forward. Programming error Check hunt group programming. Refer to page 5-75 in PROGRAMMING. Page 6-24
INTER-TEL PRACTICES TROUBLESHOOTING GMX-48 INSTALLATION & MAINTENANCE Issue 2, May 1990 FIGURE 6-4. FEATURE TROUBLESHOOTING CHART (CONT’D) SYMPTOM Station is not receiving pages PROBABLE CAUSE User error Programming error CORRFCTIVE ACTION Pages may have been halted using the page remove feature code (see page 4-85 in FEATURES). Or, the station may be in do-not-disturb. Check page zone programming for the station. See PROGRAMMING, page 5-88. Call privacy release inoperative User error Keyset user must lift the handset or press the SPKR key before pressing the busy line key. Call is forced private Refer to page 4-66 in FEATURES for infor- mation on call privacy and privacy release. Programming error Verify that system-wide privacy release option is enabled (PROGRAMMING, page 5-24) and that the keyset has allowed access to the line (PROGRAMMING, page 5-39). House phone is not working properly or is inoperative User error Incoming calls take precedence over out- going calls. Refer to FEATURES, page 4-83. Programming error (database) Ensure that the station is designated as a house phone. Refer to page 5-49 in PROGRAMMING. Also, make sure the station has been assigned the proper SCOS and line access. See page 5-49 in PROGRAMMING. Programming error (database or speed-dial) Ensure that the correct numbers are in appropriate day number and night number (speed-dial) locations. Refer to page 4-83 in FEATURES. Station cannot be placed in do-not-disturb User error Programming error Refer to page 4-86 in FEATURES for correct procedures. Station is programmed to disallow do-not- disturb. See PROGRAMMING, page 5-49. Defective keyset Perform the keyset self-test as described in INSTALLATION, page 3-40. Replace the keyset if faulty. Page 6-25
TROUBLESHOOTING INTER-TEL PRACTICES Issue 2, May 1990 GMX-48 INSTALLATION & MAINTENANCE FIGURE 6-4. FEATURE TROUBLESHOOTING CHART (CONT’D) QYMPTOM Automated attendant inoperative User error ECTIVE ACTION A DTMF phone is required. Refer to FEATURES, page 4-13. DTMF decoder unavailable If a DTMF decoder is not available, the caller is transferred to the automated attendant’s attendant. Programming error Automated attendant station(s) must be designated in the database. Refer to PROGRAMMING, pages 5-49 and 5-87. Defective playback device Replace the playback device. NOTE: Due to the natural characteristics of the C.O. line, the volume level of DTMF tones transmitted over the line may be substantially reduced before reaching the GMX-48 System. This natural degradation in tone volume mayadverselyaffect the reliability of the automated attendant feature. Other factors which can affect automated attendant performance are C.O. line noise, the quality of the playback device, and the quality and sfrength of the DTMF tones generated by the off-premises phone itself. Voice mail/computer hunt groups not functioning properly Incorrect voice mail/ computer installation Voice computer dial rules programming error DTMF feedback enabled Refer to the installation instructions included included with the unit to verify the wiring interface and installation. Refer to FEATURES, page 4-22, and to PROGRAMMING, page 5-75. Some voice mail units require DTMF feedback from the KSU to indicate the status of the call being attempted. For other voice mail units, DTMF feedback may cause problems and should be disabled. SMDA reports not generated automatically and/or they cannot be generated using the attendant feature code Programming error Automatic SMDA report generation must be be enabled. Also, the reports can be set to be generated daily, weekly, monthly, or by the attendant only. See PROGRAMMING, page 5-112. User error For correct procedures on using the attendant feature code for SMDA report generation, refer to page 4-103 in FEATURES. Page 6-26
INTER-TEL PRACTICES TROUBLESHOOTING GMX-48 INSTALLATION & MAINTENANCE Issue 2, May 1990 FIGURE 6-5. KEYSET TROUBLESHOOTING CHART SYMPTOM PROBABLE CAUSE CORRFCTtVE ACTION Keyset inoperative. LED indication present while any key with an LED is held down. Reorder tone is heard when key is pressed. Programming error (circuit not equipped; display shows STN CIRCUIT IS UN- EQUIPPED) Programming error (circuit identified as DSS/BLF; no reorder tone is heard) Equip the circuit. Refer to PROGRAM- MING, page 5-49. Identify the circuit for keyset use. Refer to page 5-49 in PROGRAMMING. Defective cabling or connections Ensure that all cables are correctly con- nected to the modular jack as shown in Figure 3-l on page 3-7 in INSTALLA- TION. Check for loose or open connec- tions in the station cabling and the line cord. Defective keyset < Perform the keyset self-test as described h INSTALLATION, page 3-40, and replace the keyset if faulty. Defective station circuit Replace defective KCB or EXP. Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Keyset inoperative. No LED indication when any key is pressed. No audio is present. System lockout caused by excessive data errors (displays SYSTEM LOCKOUT) Defective keyset Defective cabling or connections Defective station circuit Remove and replace the line cord to reset the keyset. Perform the keyset self-test as described in INSTALLATION, page 3-40, and replace the keyset if faulty. Ensure that 30VDC is present at the modular jack and polarity is correct. Check for loose or open connections in the station cabling and the line cord. Refer to Figure 3-l on page.3-7 in INSTALLA- TION. Replace defective KCB or EXP. Page 6-27
TROUBLESHOOTING Issue 2, May 1990 INTER-TEL PRACTICES GMX.48 INSTALLATION & MAINTENANCE FIGURE 6-5. KEYSET TROUBLESHOOTING CHART (CONT’D) SYMPTOM PROBABI F CAUSE A group of 8 keysets inoperative. No LED indication when a line key is held down. All affected keysets are located on the KCB or on EXP. Defective fuse on the associated KCB or EXP Defective KCB or EXP Defective station amphenol connector or cable CORRECTIVE ACTION l%m off the AC power, remove the fuse, and use an ohmmeter to check the fuse; replace if faulty. Replace defective KCB or EXI? Remove cable from board. Using an ohmmeter, verify the pinout of the cable. (Refer to Figure 3-15 on page 3-28 in INSTALLATION.) Ensure that 30VDC is present at the modular jack and polarity is correct. Check for loose or open connections in the station cabling and the line cord. LCD inoperative. Otherwise, keyset functions normally. Defective LCD Unit or LCD ribbon cable. Replace the LCD Unit or ribboncable. Refer to page 3-38 in INSTALLATION: Improper installation Refer to INSTALLATION, page 3-38. Defective ribbon cable connector Replace the keyset. Optional headset inoperative User error Ensure the enable headset feature code (315) was entered. Check feature code programming to see if code was changed. Refer to page 5-33 in PROGRAMMING. Incorrect or defective headset Ensure the headset contains a dynamic microphone, or a carbon microphone and an external AC power source. Replace headset if necessary. Defective keyset Try another keyset. Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Page 6-28
INTER-TEL PRACTICES TROUBLESHOOTING GMX-48 INSTALLATIQN & MAINTENANCE Issue 2, May 1990 FIGURE 6-5. KEYSET TROUBLESHOOTING CHART (CONT’D) SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Keyset squeals on outside calls or when receiving a handsfree intercom call from a single-line station (feedback) Speaker volume is too loud Poor acoustics Reduce feedback by lowering speaker volume using keyset volume controls. Poor acoustics can cause poor quality on handsfree calls. Try placing a private call. NOTE: A two- to four-wire converter is used during communication between keysets and single-line stations. Reflection is a normal characteristic of these converters. Feedback on intercom calls is eliminated when the sing- le-line station user places a private intercom call by pressing the pound (#) key before dialing the intercom num- ber or by entering the ring intercom always feature code (367). Data noise in any off-hook condition Defective cabling or connections Check for loose or open connections, or crossed wires. Station cable exposed to interference Ensure proper station cable runs. Refer to INSTALLATION, page 3-6. * - Defective keyset Try another keyset. Defective station circuit Replace defective KCB or EXE! Cannot obtain intercom dial tone. No tone heard; C.O. line works. Defective keyset Perform the keyset self-test as described in INSTALLATION, page 3-40, and replace the keyset if faulty. Defective station circuit Replace defective KCB or EXP Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Cannot break intercom dial tone Defective keyset Perform the keyset self-test as described in INSTALLATION, page 3-40, and replace the keyset if faulty. Defective station circuit Replace defective KCB or EXI? Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Page 6-29
TROUBLESHOOTING Issue 2, May 1990 INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE FIGURE 6-5. KEYSET TROUBLESHOOTING CHART (CONT’D) SYMPTOM PROBABLE CAUSE Cannot place intercom call. Intercom dial tone is present, but reorder tone is heard when call is is attempted. User error Defective keyset Defective station circuit Replace defective KCB or EXP Defective KCB CORRFCTIVE ACTION Illegal dialing sequence used. Try again, using proper dialing sequence. See FEATURES, page 4-46. Perform the keyset self-test as described INSTALLATION, page 3-40, and replace the keyset if faulty. Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Cannot break C.O. dial tone Defective keyset Defective system channel or switching matrix Defective C.O. or station circuit Defective KCB NOTE: See also C.O. line problems on page 6-16. Perform the keyset self-test as described in INSTALLATION, page 3-40, and ’ replace the keyset if faulty. _ Perform network self test. Refer to PROGRAMMING, page 5-128. Replace defective KCB or EXP. Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Page 6-30
INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE TROUBLESHOOTING Issue 2, May 1990 FIGURE 6-5. KEYSET TROUBLESHOOTING CHART (CONT’D) SYMPTOM Data device (connected to 24-line keyset) not operating properly PROBABLE CAUSF User error Secondary voice path busy (if installed) Problem with data device Data Port Module not Check Data Port Module installation and installed properly or strap settings. Refer to INSTALLATION, defective page 3-42. Replace if defective. Defective keyset Defective station circuit Defective KCB Try another keyset. Replace defective KCB or EXI? ’ - Refer to page 6-2 to test the system voltages. Replace the control board if faulty. CORRECTIVF ACTION Refer to manufacturer’s operating instruc- tions. The keyset will not transmit data calls when the secondary voice path or speaker- phone are in use. Refer to page 4-90 in FEATURES. Disconnect data device and check opera- tion according to the manufacturer’s instructions. LRA device connected to keyset not operating properly Problem with LRA device Data Port Module not installed properly or defective Defective keyset Defective KCB Disconnect LRA device and check operation according to the manufacturer’s instructions. Check Data Port Module installation and strap settings. Refer to INSTALLATION, page 3-42. Replace if defective. Try another keyset. Refer to page 6-2 to test the system voltages. Replace the control board if faulty. Page 6-31
TROUBLESHOOTING Issue 2, May 1990 INTERsTEL PRACTICES GMX.48 INSTALLATION & MAINTENANCE FIGURE 6-5. KEYSET TROUBLESHOOTING CHART (CONT’D) SYMPTOM Cannot receive off-hook voice announce calls JZROBABLE CAUSF Programming error Installation Secondary voice path busy Defective keyset Defective station circuit Replace defective KCB or EXI? Defective KCB Refer to page 6-2 to test the system voltages. Replace the control board if faulty. CORRECTlVF ACTION Ensure that the system option for off-hook voice announce is enabled (PROGRAM- MING, page 5-24), that the called keyset is programmed to receive OHVA calls, and that the calling keyset is programmed to transmit OHVA calls (PROGRAMMING, page 5-49). The keyset must have a secondary voice path installed. Refer to INSTALLATION, pages 3-14 to 3-16, for details. The keyset will not receive off-hook voice announce calls when the secondary voice path or speakerphone are in use. Refer to FEATURES, page 4-51. Perform the keyset self-test as described in INSTALLATION, page 3-40, and replace the keyset if faulty. Page 6-32