Inter-Tel Imx/Gmx 256 Installation And Field Maintenance Manual

							mTER-TELPRACTICESIMX/GMX 256 INSTALLATION & MAINTENANCETROUBLESHOOTINGIssue 1, November 1994
FIGURE 6-4.FEATURE TROUBLESHOOTING CHART (CONT’D)SYMPTOM
Cannot transfer incoming
CO calls or place them onhold
SYMPTOM
Zannot initiate a conferenceSYMPTOM
Last Number Redial featureinoperative
*PROBABLE CAUSE
User errorCORRECTIVE ACTIONRefer to lBMURES, page 4-70, for procedures.
Inter-Ring Silence timer is
set too short
User emor (trunk key being
messed after initial connec-
ion is made)
Programming errorEnsure timer value is set longer than the central
~~;~~~~ Yoff.” Refer to PROGRAM-
Set the CO Reseize timer to a higher value. De-
fault value is 3 seconds. See page 5-77 in 
PRO-
GRAMMlNG. Or, program the station to disallowCO reseize. See
PROGRAMMING,page 5-30.
Check user-programmable feature key 
program-ming. Refer to 
lTHpMES,page 4-51, and PRO-
GRAMMING, page 
5-44.PROBABLE CAUSE
User errorCORRECTIVE ACTIONRefer to FEATURES, page 4-76, for correct pro-
cedures.
System capacity exceededRefer to the maximum system capacities on pagel-8 in 
OVERVIEW.
Defective station instrumentReplace the station instrument and/or 
petform the
keyset self-test as described in IN!3TAL,LALTON,
pages 
3-64,3-73, or 3-85.
Defective station cardReplace the associated station card.
Defective RCPU CardRefer to pages 6-1 and 6-2 to test the system
voltages. Replace the card if faulty.PROBABLE CAUSE
ICORRECTWE ACTION
User error1 Refer to PlMURJ%, page 4-93, for procedures.
Ke-yset may be programmed for last number saved.
System speed-dial numberA system speed-dial number identified as 
nondis-
identified as non-displayplay cannot be redialed.
Defective station instrumentReplace the station instrument and/or perform the
keyset self-test as described in INSTALLATION,
pages 
3-64,3-73, or 3-85.
Defective RCPU Card
Refer to pages 6-1 and 6-2 to test the system
voltages. Replace the card if faulty.
Page 6-25 
						

							TROTJBLESHOOTING
Issue 1, November 1994INTER-TELPRACTICESIMWGMX 256 INSTALLATION & MAINTENANCE
FIGURE 6-4.FEATURE TROUBLESHOOTING CHART (CONT’D)SYMPTOM
Cannot initiate an internal
PWSYMPTOM
Cannot initiate an external
wePROBABLE CAUSE
User errorCORRECTIVE ACTIONRefer to PEKIURB, page 4-94, for correct pro-
cedures.
All stations in the pagingReorder tone is heard. Wait several seconds and
zone are busy, or a voicethen attempt to place the page again. Paging re-
channel is not availablequires a voice channel.
All stations in the paging
-Reorder tone is heard if all stations in the zone are
zone are in do-notdisturbin do-not-disturb and if external paging for the
zone is disabled.
Defective RCPU Card No stations are programmed
to receive pages
Defective station instrument
Refer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty. Reorder tone is heard. Check paging assignment.
Refer to page 5-70 in PROGRAMMING.
Replace the station instrument and/or perform the
keyset self-test as described in INSTXLLATION,
pages 
3-64,3-73, or 3-85.PROBABLE CAUSE
User errorCORRECTWE ACTIONRefer to IXHURES, page 4-94, for correct pro-
cedures.
Defective RCPU Card Another external zone page
is being made or a voice
channel is not available
Defective station instrument
Refer to pages 6-1 and 6-2 to test the system
voltages. Replace the card if faulty. Reorder tone is heard. Wait several seconds and
then attempt to place the page again. Only one
external zone page can be made at a time. Paging
requires a voice channel.
Replace the station instrument and/or perform the
keyset self-test as described in INSTALLATION,
pages 
3-64,3-73, or 3-85.SYMPTOM
House phone is not working
properly or is inoperativePROBABLE CAUSEUser error
Programming error 
(data-
base)CORRECTWE ACTION
Incoming calls take precedence over outgoing
calls. Refer to
m, page 4-92.
Ensure that the station is designated as a house
phone. Refer to page 5-38 in 
PROGRAMMING.
Also, make sure the station has been assigned the
proper SCOS and trunk access. See page 5-95 in
PROGRAM~JRNG.
programming error (data-
base or 
speeddial)
Ensure that the correct numbers are in appropriate
day number and night number (speed-dial) loca-
tions. Refer to page 4-88 in 
l%AlTRB.
:’
_’
Page 6-26 
						

							INTER-TELPRACTIC~TROUBLESEIOOTlNG
IMX/GMX 256 IIWINLATION & MAINTENANCEIssue 1, November 1994
FIGURE 6-4.FEATURE TROUBLESHOOTING CHART (CONT’D)SYMPTOM
Cannot initiate a call
forwardSYMPTOM
Calls will not forwardPROBABLE CAUSE
User error
User attempting illegal for-
ward
Defective station instrument
Defective RCPU CardPROBABLE CAUSE
User error
Illegal forward
Defective station card
Defective RCPU CardCORRECTIVE ACTION
Refer to PEAWRES, page 4-82, for correct pro-
cedures.
Stations are not allowed to set call forward if it
forms an unconditional loop, the receiving station
is in do-not-disturb, or an invalid intercom number
is dialed. SCOS and outgoing 
auxss are checked
when a call is forwarded to an outside telephone
number. Also, LCR cannot 
bc used to forward to
an outside number.
Replace the station instrument and/or perform the
keyset self-test as described in INSTALLMION,
pages 3-64,3-73, or 3-85.
Refer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.CORRECTIVE ACTION
I
Conditional forwards (i.e., if busy, if unanswered)
,,z&T” page 4-82, forproced~=./
may form an undetected loop. If a call forward
request forms a conditional loop, the call returns to
, Replace the associated station card.~
 Refer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.SYMPTOM
Station not receiving hunt
group callsPROBABLE CAUSEUser errorCORRECTIVE ACTIONHunt group calls may have been halted using the
Hunt Group Remove feature code (see page 4-19
in 
PEAWRES). Or, the station may be in do-not-
disturb.
Programming errorCheck hunt group programming. Refer to page
5-61 in PROGRAMMING.
SYMPTOMIPROBABLE CAUSEICORRECTIVE ACTIONI
Station is not receiving
PagesUser error
Programming errorPages may have been halted using the Page 
Re-
move feature code (see page 4-94 in 
PEMURES).
Or, the station may be in do-not-disturb.
Check page zone programming for the station. See
PROGRAMh5ING, page 5-70.
Page 6-27 
						

							TROUBLESHOOTING
Issue 1, November 1994wrER-TELPRAcTrcEsIMIUGMX 256 INSTALLATION & MAINTENANCE
FIGURE 6-4.FEATURE TROUBLESHOOTING CHART (CONT’D).:.SYMPTOM
IPROBABLE CAUSEICORRECTIVE ACTIONI
Call Privacy Release inop-
erativeUser errorKeyset user must lift the handset or press the
SPKR key before pressing the busy trunk key.
I
Call is forced privateRefer to page 4-74 inl%NURES for information
on Call Privacy and 
Privacv Release.I
Programming error
Verify that system-wide CO Privacy Release op-
_ tion is enabled. See PROGRAIvMING, page 5-67.
ISYMPTOMIPROBABLE CAUSEICORRECTIVE ACTIONI
Station callIlof be placed in
do-not-disturbSYMPTOM
Automated attendant inop
erativeUser error
Programming error
Defective 
keysetPROBABLE CAUSE
User error
DTh@ tones not being inter-
preted correctly (see NOTE
below)
DTMF decoder unavailable
Programming error
Defective playback device
11
Station is programmed to disallow do-not-disturb.
Perform the 
keyset self-test as described in IN-
STALLATION, pages 
3-64,3-73, or 3-85, and
replace the 
keyset if faulty.CORRECTWE ACTION
The caller must be using a lYI’MP phone to enter
digits. Refer to
FEtQUE3, page 4-12.
If numbers appear to be misdialed frequently, due
to trunk noise or other problems, use the Digit
Translation feature as described on page 5-39 in
PROGRAMMING and page 4-14 in PEXURES.
If a DTMP decoder is not available, the caller is
transferred to the automated attendant’s attendant.
Automated attendant station(s) must be designated
in the database. Refer to 
PROGRAMMING, page
5-38.
Replace the playback device.
NOTE: Due to the natural characteristics of the CO trunk, the volume level of 
M’MP tones transmitted over the trunk
may be substantially reduced before reaching the 256 System. This natural degradation in tone volume may adversely
affect the reliability of the automated attendant feature. Other factors which can affect automated attendant perfor-
mance are CO trunk noise, the quality of the playback device, and the quality and strength of the 
DTMP tones gener-
ated by the off-premises phone itself.
.;
Page 6-28 
						

							INTER-TELPRACTICESIMX/GMX 256 INS‘JXLJATION & MAINTENANCETROUE%E!3HOOTINGIssue 1, November 1994
FIGURE 6-4.FEATURE TROUBLESHOOTING CHART (CONT’D)
SYMPTOMPROBABLE CAUSECORRECTIVE ACTION
SODA reports not generatedProgramming errorMDA report generation must be enabled. Also,
automatically and/or theythe reports can be set to be generated daily, 
week-
cannot be generated usingly, monthly, or by the attendant only. See 
PRO-
the Attendant SMDA featureGRAMMING, page 5-138.
code
User errorEnsure that the correct output port (SERIAL 1 or
SERIAL 2) for the printer is selected. See PRO-
- GRAMMING, page 5-138.
For 
correct procedures on using the attendant fea-
ture code for SMDA report generation, refer to
page 4-111 in 
FEKWRES.
Page 6-29 
						

							TROUBLESHOOTINGIssue 1, November 1994lNTER-TJ3LPRAcTIcEslMX/GMX 256 INSI’ALLATION & MAINTENANCE
FIGURE 6-5.KEYSET TROUBLESHOOTING CHARTSYMPTOM
Keyset inoperative; LED in-
dication present while any
key with an LED is held
down; reorder tone is heard
when key is pressedSYMPTOM
Keyset inoperative; no LED
indication when any key is
pressed; no audio is presentPROBABLE CAUSE
Programming error (circuit
identified as 
DSS/Bm, no
reorder tone is heard)
Programming or installation
error (if using an 8-line AIM
keyset installed two to a cir-
cuit)
System lockout caused by
excessive data errors (dis-
plays SYSTEM LOCKOUT)
Defective cabling or 
connec-
tiOllS
Defective keyset
Defective 
DKSCIKSC
Defective RCPU CardCORRECTIVE ACTION
Identify the circuit for keyset use, not DSWBLF.
Refer to page 5-132 in 
PRGGRAMMING.
lf using 8-line ATM keysets, the KSC-D circuits
must be programmed for dual use. Refer to page5-171 in 
PRGGRAh4MlNG. The individual 8-line
AIM keysets must also be programmed for station
features (see page 
5-25 in PROGRAMMING) and
their internal switches must be set correctly (see
page 3-73 in DKMLMTION).
Remove and replace the line cord to reset the key-
set.
Ensure that all cables are correctly connected to
the modular jack as shown in Figure 3-2 on page
3-8 in lNSTALLAlTON. Check for loose or open
connections in the station cabling and the line
cord.
Perform the 
keyset self-test as described in IN-ST-ON, pages 
3-64,3-73, or 3-85, and
replace the keyset if faulty.
Replace the associated 
DKSC/K!X.
Refer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.PROBABLE CAUSE
ICORRECTIVE ACTION
Defective fuse or openIf the DKSCIKSC is equipped with a fuse, remove
thermistor on the associatedthe fuse and check it with an ohmmeter; replace if
DKSC/KSCfaulty.
Defective 
keysetPerform the keyset self-test as described in IN-
SIamON, pages 3-64,3-73, or 3-85, and
replace the 
keyset if faulty.
Defective cabling or 
comrec-Ensure that 3OVDC is present at the modular jack
ti0l.Eand polarity is correct. Check for loose or open
connections in the station cabling and the line
cord. Refer to Figure 3-2 on page 3-8 in 
INSPAL-
LATON.
Defective DKWKSCReplace the associated DKSCXSC.
Page 6-30 
						

							INTER-TELPRACTICESIMX/GlHX 256 INS~TION & MAINTENANCETROUBLESHOOTINGIssue 1, November 1994
.:FIGURE 6-5.KEYSET TROUBLESHOOTING CHART (CONT’D)SYMPTOM
i group of 8 or 16 keysets
noperative; no LED 
indica-
ion when a trunk key is
teld down; all affected key-
ets are located on one
>Ksc/KscPROBABLE CAUSE
ICORRECTIVE ACTION
Defective fuse or openIf the DKSC/KSC is equipped with a fuse, remove
thermistor on the associatedthe fuse and check it with an ohmmeter; replace if
DKWKSCfaulty.
Programming or installationIf 
using 8-line ATM keysets, the RX-D circuits
error (if using 
g-line AIM
must be programmed for dual use. Refer to page
keysets installed two to a5-171 in PROGRAMMING. The individual 8-line
circuit)AIM keysets must also be programmed for station
features (see page 5-25 in PROGRAMMING) and
their internal switches must be set correctly (see
page 3-73 in 
INSDILLAHON).
Defective DKSCKSCReplace the associated DKSC/KSC.
Defective station 
amphenol
connector or cable attached
to the associated 
DKSC/
KSC
Defective receptacle on the
Telecom MotherboardRemove the cable from the card. Using an ohm-
meter, verify the 
pinout of the cable. (Refer to the
information on pages 3-21 to 3-25 and 3-28 in
lNSTALLATlON.) 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.
Replace the Telecom Motherboard.SYMPTOMPROBABLE CAUSECORRECTIVE ACTION
LCD inoperative; otherwise,Defective LCD Unit or LCDReplace the LCD Unit or ribbon cable. Refer to
keyset functions normallyribbon cablepage 3-71 in lNSI’ALLAf’ION.I
Improper installationRefer to RWTALLXION, page 3-71.
Defective ribbon cable con-Replace the 
keyset.
nectarSYMPTOM
@tional headset inoperativePROBABLE CAUSEUser errorCORRECTIVE ACTIONEnsure the Enable Headset feature code (315) was
entered. Check feature code programming to see if
code was changed. Refer to page 5-58 in 
PRO-G-G.
Incorrect or defective head-Ensure the headset contains a dynamic micro-
setphone, or a carbon microphone and an external
AC power source. Replace headset if necessary.
Defective 
keysetTry another keyset.
Defective RCPU Card
Refer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.
Page 6-31 
						

							TROUBLESHOOTINGIssue 1, November 1994
INTER-TELPRACTICES
IMX/GMX 256 INSTALLATION & MAINTENANCE
FIGURE 6-5.KEYSET TROUBLESHOOTING CHART (CONT’D)SYMPTOM
Keyset squeals on outside
calls or when receiving a
handsfree intercom call from
a single-line station (feed-
back)PROBABLE CAUSECORRECTIVE ACTION
Speaker volume is too loudReduce feedback by lowering speaker volume us-
ing 
keyset volume controls.
Poor acoustics
-I
Poor acoustics can cause poor quality on handsfree
calls. Try placing a private call.
NOTE: Atwo- to four-wire converter is used during communication between keysets and single-line stations. Reflec-
tion is a normal characteristic of these converters. Feedback on intercom calls is eliminated when the single-line sta-
tion user places a private intercom call by pressing the pound 
(#) key before dialing the intercom number or by entering
the Ring Intercom Always feature code
- 367 (provided the keyset user does not press the SPKR key to respond).
ISYMPTOMIPROBABLE CAUSEICORRECTIVE ACTIONI
Cannot break CO dial toneDefective keysetPerform the keyset self-test as described in IN-
ST-ON, pages 3-64,3-73, or 3-85, and
replace the 
keyset if faultv.
Defective trunk card
Defective 
DKSCLKSC
Defective RCPU CardReplace defective trunk card.
Replace the associated DKSC/KSC.
Refer to pages 6-l and 6-2 to test the system
voltages. Replace the card if 
faultv.
NOTE: See also CO trunk problems on page 6-19.SYMPTOM
Data device (connected to
12-line or 244ine keyset)
not operating properlyPROBABLE CAUSE
User error
CORRECTWE ACTION
Refer to manufacturer’s operating instructions.
Secondary voice path busyThe 
keyset will not transmit data calls when the
secondary voice path or speakerphone are in use.
Refer to page 4-101 in 
FEAWRES.
Problem with data deviceDisconnect data device and check operation
according to the manufacturer’s instructions.
Data Port Module not 
in-Check Data Port Module installation and jumper
stalled properly or defectivestrap settings. Refer to 
INSTALLAPION, page
3-78. Replace if defective.
PCDPM, MDPM, and/orCheck installation. Refer to 
INSTALLAPION,
transformer not installedpages 3-66 to 3-70. Replace if defective.
properly or defective
Defective 
keysetTry another keyset.
Defective 
DKSC/KSCReplace the associated DKSC/K!E.
Defective RCPU CardRefer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.
Page 6-32 
						

							lN7ER-TELPRACTIcEsIMx/GMx 256 INSTALLATION & MAINTENANCE
TROUBLESHOOTINGIssue 1, November 1994
FIGURE 6-5.KEYSET TROUBLESHOOTING CHART (CONT’D)
CORRECTIVE ACTION
Defective cabling or connec-Check for loose or open co~e.ctions, or crossed
tions (e.g., line cord, 
amphe-wires.
no1 connector, bridging clip,
etc.)
Wrong type of line cord forReplace the flat line cord with a twisted-pair line
g-line AlM keysets installedcord as described in SPECIFICKI’IONS on page
two to a circuit.
- 2-23.
PROBABLE CAUSE
Defective keyset
Defective 
DKSC/KSCTry another 
keyset.
Replace the associated 
DK!WKSC.
SYMPTOMIPROBABLE CAUSEICORRECTIVE ACTION
Cannot obtain intercom dialDefective keysetPerform the keyset self-test as described in IN-
tone; no tone heard; CO
trunk works
SVLLM’ION, pages 3-64,3-73, or 3-85, and
replace the 
keyset if faulty.
Defective 
DKSC/KSC
Replace the associated DKSCKSC.
I
Defective RCPU Card
I
Refer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.
ISYMPTOMIPROBABLE CAUSEICORRECTIVE ACTIONI
Cannot break intercom dial
tone
SYMPTOM
Cannot place intercom call;
intercom dial tone is pres-
ent, but reorder tone is heard
when call is attemptedDefective 
keyset
Defective 
DKSC/KSC
Defective RCPU CardPerform the 
keyset self-test as described in IN-
STALLATION, pages 
3-64,3-73, or 3435, and
replace the 
keyset if faulty.
Replace the associated 
DKSC/K!E.
Refer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.
PROBABLE CAUSEICORRECTIVE ACTIONI
User error (or station is in aInvalid intercom number or improper dialing pro-
different tenant group and
cedure. See 
PEHUTES, page 4-55, for proce-
cross-tenant traffic is 
de-dures. (Or, ensure the stations are in the same ten-
nied)ant group or allow cross-tenant traffic.)
Defective 
keyset
Defective 
DKSC/KSC
Defective RCPU CardPerform the 
keyset self-test as described in IN-
SI’ALLATION, pages 3-64,3-73, or 3-85, and
replace the 
keyset if faulty.
Replace the associated 
DKSCKSC.
Refer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.
Page 6-33 
						

							TROUBLESHOOTINGIssue 1, November 1994INTER-TELPRACTICESIMX/GMX 256 INS~TION & MAINTENANCE
FIGURE 6-5.KEYSET TROUBLESHOOTING CHART (CONT’D).i
.J
SYMPTOMPROBABLE CAUSECORRECTWE ACTION
LRA device connected toProblem with LRA deviceDisconnect LRA device and check operation
reyset not operating proper-according to the manufacturer’s instructions.
lY
Data Port Module not in-Check Data Port Module installation and jumper
stalled properly or defective
strap settings. Refer to 
INSTALLAHON, page
3-78. Replace if defective.
Defective 
keyset
Try another keyset.
Defective RCPU CardRefer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.
SYMPTOM
Zamtot receive off-hook
loice announce calls
PROBABLE CAUSECORRECTIVE ACTION
Programming errorEnsure that the system option for off-hook voice
announce is enabled (PROGRAMMING, page
5-67), that the called keyset is programmed to
receive OHVA calls, and that the calling 
keyset is
programmed to transmit OHVA calls (PRO-
GRAMMING, page 
5-30).
User errorThe called station is a single-line set, 
g-line key-
set, 
&line AIM keyset, GMX 12-line keyset, GX
24-line keyset (these station instruments cannot
receive 
OHVA calls) or a keyset that is pro-
grammed not to receive OHVA calls. Or, the
called 
keyset user may have blocked the OHVA
call. See 
FEHURES, page 4-61, for details.
Secondary voice path busyThe 
keyset will not receive off-hook voice
announce calls when the secondary voice path or
speakerphone are in use. Refer to 
EAIURES,
page 4-61.
Defective keysetPerform the keyset self-test as described in IN-ST-ON, pages 
3-64,3-73, or 3-85, and
replace the keyset if faulty.
PCDPM not installed 
prop-Check installation. Refer to INSTALLATION,
erly or defectivepage 3-66. Replace if defective.
Defective 
DKSCKSCReplace the associated DKWKSC.
Defective RCPU CardRefer to pages 6-l and 6-2 to test the system
voltages. Replace the card if faulty.
SYMPTOMPROBABLE CAUSECORRECTIVE ACTION
Cannot place call using theDSP resources not availableTry again later. SeeFEKWRES, page 4-40, for
speakerphone on a digital(display shows NOmore information.
keyset (reorder tone isSPKRPHN AVAIL STAY
heard)OFF HOOK)
Defective DSP or DKSCReplace the associated DSP or 
DISC.
Page 6-34