Nortel Compact Ics 6.0 Installer Guide

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3. Check that you have defined the corresponding Received number for 
every target line in your system.
4. Make sure that the published telephone numbers for your network are 
correct.
Dialed number gets stuttered dial tone instead of 
ringback
Possible problem
The remote caller has tried to reach a Norstar target line, but has reached a 
trunk with DISA instead. Alternatively, the Norstar system has mapped 
incoming digits onto the DISA DN.
Solution
1. Verify all the digit strings that the switch should be sending.
2. Check that you have defined a corresponding Received number for 
every target line in your system.
3. Check that you have defined the correct DISA DN for your system.
4. Make sure that the published telephone numbers for your network are 
correct.
Dialed number gets dial tone instead of ringback
Possible problem
The remote caller has tried to reach a Norstar target line, but has reached 
the Norstar system instead. Norstar has mapped the incoming digits onto 
the Auto DN.
Solution
1. Verify all the digit strings that the switch should be sending.
2. Check that you have defined the corresponding Received number for 
every target line in your system.
3. Check that you have defined the correct Auto DN for your system.
4. Make sure that the published telephone numbers for your network are 
correct. 
						

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Dialed number gets busy tone
Possible problem
The target line that the incoming digits map onto is busy, and  there is no 
prime telephone for the incoming trunk. 
Solution
For maximum call coverage, make sure that you configure a prime 
telephone for every incoming trunk.
Dialed number does not get through
Possible problem
The digits sent by a switch at a central office or in the private network did 
not match any Received number, the Auto DN, or the DISA DN. There is 
also no prime telephone assigned for the incoming trunk. In this case, the 
caller may hear overflow tone from the Norstar system or a recorded 
message from the originating switch.
Solution
1. Configure a prime telephone for every incoming trunk.
2. Verify that the switch is sending the correct number of digits for the 
Received number length defined in your system.
3. Verify all the digit strings that the switch should be sending.
4. Check that you have defined a Received number for every target line 
in your system.
5. Make sure that the published telephone numbers for your network are 
correct. 
						

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Possible problem
The Norstar system did not receive some or all of the incoming digits.
Solution
1. Check that the system hardware is receiving signals properly.
2. Verify that the switch is sending the correct number of digits for the 
Received number length defined in your system.
3. If the switch at the far end is sending pulse signals, make sure they are 
being sent at the proper rate. (Pulse digits must be 300 ms or more 
apart for Norstar to receive them.)
Dialed DISA number gets ringback instead of 
stuttered dial tone
Possible problem
The remote caller has dialed a DISA number, but has instead reached a 
target line, or has been routed to the prime telephone for the auto-answer 
trunk. The Norstar system has mapped the incoming digits from a switch 
onto a target line, or has been unable to map the digits anywhere.
Solution
1. Verify that the switch is sending the correct number of digits for the 
Received number length defined in your system.
2. Verify all the digit strings that the switch should be sending.
3. Check that you have defined the correct DISA DN for your system.
4. Make sure that the published telephone numbers for your network are 
correct. 
						

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Dialed DISA number gets dial tone instead of stuttered 
dial tone
Possible problem
The remote caller has dialed a DISA number, but has reached the Norstar 
system instead. The Norstar system has mapped the incoming digits from 
a switch onto the Auto DN.
Solution
1. Verify that the switch is sending the correct number of digits for the 
Received number length defined in your system.
2. Verify all the digit strings that the switch should be sending.
3. Check that you have defined the correct DISA DN for your system.
4. Make sure that the DISA DN and Auto DN are different enough to 
prevent misdialing.
5. Make sure that the published telephone numbers for your network are 
correct.
DISA user gets overflow tone when entering COS 
password
Possible problem
The remote caller may have entered an invalid password.
Solution
Check the Administration programming under COS passwords and verify 
that the caller has a valid password.
Possible problem
The remote caller may have entered an asterisk (*) as one of the six digits.
Solution
Instruct remote callers to enter their COS password correctly: enter six 
digits. 
						

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Possible problem
The remote caller may have entered a number sign (#) as one of the six 
digits.
Solution
Instruct remote callers to enter their COS password correctly: enter six 
digits. The number sign (#) may be entered after the sixth digit, but is not 
required.
Possible problem
The remote caller may have waited more than 15 seconds between entering 
digits.
Solution
Instruct remote callers to enter their COS password correctly: enter six 
digits, and do not pause too long between digits.
Possible problem
The caller may be dialing from a rotary-dial telephone or from a 
push-button telephone that uses pulse signaling.
Solution
Inform remote callers that they must dial from a push-button telephone that 
uses DTMF, also known as touch-tone signaling. 
						

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Dialed feature code gets overflow tone
Possible problem
The remote caller does not have access to that feature.
Solution
1. If the call came in on a trunk with DISA, check the Class of Service 
that is associated with the remote callers COS password. If it is too 
restrictive, modify the remote package assigned to the COS password, 
or assign another COS password that is more suitable.
2. If the call came in on a trunk without DISA, check the remote package 
that you assigned to the incoming trunk. Make sure that it gives the 
appropriate access to the remote caller.
Possible problem
The feature code is not valid.
Solution
1. Make sure that remote callers have a correct listing of the features that 
are programmed for remote access.
2. Ensure that remote callers are dialing the feature code correctly. Press 
¥ followed by the feature code to activate a remote feature.
Possible problem
The caller may be dialing on a rotary-dial telephone or on a push-button 
telephone that uses pulse signaling.
Solution
Inform remote callers that they must dial from a push-button telephone that 
uses DTMF, also known as touch-tone signaling. 
						

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Dialed feature code gets busy tone
Possible problem
A resource that the remote feature uses may currently be in use. For 
example, a remote caller trying to use the paging feature would get a busy 
tone if the auxiliary speaker were being used at the time.
Solution
If repeated attempts to  use the remote feature produce a busy tone, there 
may be a malfunction in a resource that the feature uses. Check that the 
remote feature hardware is functioning normally.
Line pool access code gets overflow tone
Possible problem
If the published line pool access code is valid, the remote caller does not 
have access to that line pool.
Solution
If the incoming trunk answers with DISA, give the remote caller a COS 
password that permits access to that line pool.
OR: Change the remote package for the incoming trunk so that it permits 
access to that line pool.
OR: Give the remote caller a line pool access code that is permitted within 
the Class of Service on the incoming trunk.
Possible problem
The published line pool access code is invalid and there is no prime 
telephone for the auto-answer trunk.
Solution
1. Make sure that the published line pool access codes are correct.
2. Check that the line pool access codes have been entered correctly 
under
 Access codes in System prgrming. 
						

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Possible problem
The caller may be dialing from the network on a rotary-dial telephone or 
on a push-button telephone that uses pulse signaling.
Solution
Inform remote callers that they must dial from a push-button telephone that 
uses DTMF, also known as touch-tone signaling.
Line pool access code gets ringback
Possible problem
The published line pool access code is invalid, and the system has routed 
the call to the prime telephone for the incoming trunk.
Solution
1. Make sure that the published line pool access codes are correct.
2. Check that the line pool codes have been entered correctly under
 
Access codes in System prgrming.
Line pool access code gets busy tone
Possible problem
There are not enough lines in the line pool to serve the number of users.
Solution
If the line pool contains loop start trunks, enter Trunk/Line Data and move 
less-used loop start trunks from other line pools into the deficient line pool. 
						

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Dialed number gets no response
Possible problem
The remote caller, after accessing a line in a line pool, may have started 
dialing before the far end was ready to receive digits.
Solution
Instruct remote callers to wait until they hear feedback before entering any 
digits.
Possible problem
There may be a malfunction in the line that the remote caller accessed.
Solution
If the problem is persistent, check that all lines in the affected line pool are 
functioning normally.
Possible problem
There may be a malfunction in the system that the caller is trying to reach.
Solution
Inform the operators of the system at the far end that the dialed number is 
not getting through. 
						

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