Nortel Compact Ics 6.1 Installer Guide

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Equipment defects
You may encounter problems caused by Norstar equipment defects. See 
the appropriate section for problems related to the system hardware.
General troubleshooting procedure
1. Diagnose the trouble by determining:
the types of problems users have experienced
the frequency of the problems
how many telephones are affected
2. Check how a feature is being used. A problem may have been reported 
because of a misunderstanding about how a feature works. Confirm 
that the person who reported a problem understands the intended use 
and operation of any feature in question.
3. Check for programming errors. Check that the programming recorded 
in the Compact ICS 6.1 Programming Record is correct for the 
intended operation of the system, and verify that this programming has 
been correctly entered.
4. Run a Station set test (
²¡âÞ). Instructions are included in the 
Compact ICS 6.1 System Coordinator Guide.
5. Check the wiring and hardware connections.
6. If the problem persists, run a Maintenance session, as described in 
Maintenance on page 305.
7. If hardware is defective, replace it. If the trouble requires expert 
advice, follow your company procedure for obtaining assistance. 
						

							272 / Problems with telephones
Compact ICS 6.1 Installer GuideP0603539  02
Problems with telephones
Norstar telephone has faulty buttons, display, 
handset or other hardware problems
1. Run a Station Set Test (²¡âÞ). Instructions are included in 
the System Coordinator Guide.
Norstar telephone display unreadable
If the trouble is with a two-line display telephone:
1. Press ²¥à.
2. Press 
UP or DOWN to adjust the display to the desired level.
3. Press 
OK.
If the trouble is with a one-line display telephone:
1. Press ²¥à.
2. Press a number on the dialpad to adjust the display to the desired level.
3. Press 
³.
If the display is still unreadable:
1. Go into Maintenance in programming and disable the problem 
telephone.
2. Replace the problem telephone with a known working one.
3. Enable the working telephone.
Tip - The number of contrast settings varies with the 
model of telephone. 
						

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Telephone dead
1. Run a Station Set Test (²¡âÞ). Instructions are included in 
the Compact ICS 6.1 System Coordinator Guide.
2. If more than one telephone is affected, refer to ICS down on page 292.
3. Check for dial tone.
4. Check the display.
5. If the problem persists, replace the telephone with a known working 
telephone of the same type, so that the programming is retained.
6. Check the internal wiring at both the modular jack and the distribution 
cross-connect. A telephone port should have between 15 and 26 V DC 
across the Tip and Ring when the telephone is disconnected.
7. Check the line cord.
Running a Maintenance session to test a dead 
telephone
1. Run a Maintenance session to ensure that the telephone is not disabled. 
See Port/DN status on page 308.
2. Disable the port that the telephone is connected to using the heading
 
Port/DN status.
3. Enable the port that the telephone is connected to using the heading
 
Port/DN status.
Replacing a telephone
In a powered-up system, an existing telephone can be replaced by a new 
telephone. If you use a telephone that has already been used on the system, 
it may have to be reprogrammed.
Replacing telephones of the same type
If an existing telephone is unplugged, and a new telephone of the same type 
is then plugged into the same jack (for example, replacing an T7208 
telephone with another T7208 telephone), the new telephone acquires the 
programming and the internal number of the old telephone. This is 
normally done to replace a defective telephone. 
						

							274 / Problems with telephones
Compact ICS 6.1 Installer GuideP0603539  02
Replacing telephones of different types
If an existing telephone is unplugged, and a new telephone of a different 
type is plugged into the same jack (for example, replacing a T7208 
telephone with a T7316 telephone), the new telephone keeps the old 
internal number. The new telephone receives default programming for that 
type of telephone.
If the telephone being replaced has more lines than the new telephone, 
automatic outgoing line selection may not work with the handsfree/mute 
feature. A line must be selected manually.
Status of a telephone that was replaced
The old telephone that was unplugged and replaced by a new telephone 
loses programming and internal number. The old telephone internal 
number moved to the new telephone. As well, the programming has either 
been removed or given to the new telephone when it was plugged into the 
old jack. The replaced telephone (if still functional) is now treated by the 
system as a telephone not previously in service.
Emergency telephone dead
1. Verify that the power indicator on the ICS is not lit.
2. Verify that there is no dial tone at the emergency telephone.
3. Check that  the external line and  emergency  telephone connections 
have been made correctly.
4. Ensure that the emergency telephone is not faulty by connecting it 
directly to the external line 002 and listening for dial tone.
5. Verify that the ICS has a Loop Start Trunk Cartridge installed. 
6. Verify that there is dial tone on line 002 of the ICS.
7. Replace the ICS. 
						

							Problems with lines / 275
P0603539  02Compact ICS 6.1 Installer Guide
Problems with lines
The troubleshooting problems listed here focus on trouble with making 
calls or using lines. For problems which are specific to BRI lines, see 
Problems with BRI service on page 288.
Calls cannot be made (but can be received)
1. Press ²¥â.
2. Press a line button.
3. If an incorrect line number or name appears (or if neither appears) on 
the telephone display, check the programming settings.
OR
If the correct line number or name appears on the telephone display, 
make sure the external lines are properly cross-connected.
4. Check the restrictions that are applied to the set and to the lines at the 
set.
5. Check that the dialing mode is consistent with that used by the central 
office (CO).
6. Run a Maintenance session and verify that the module in which the 
Trunk Cartridge is installed in is not disabled or unequipped using the 
heading 
Module status.
7. Run a Maintenance session and disable the appropriate ports using the 
heading 
Port/DN status. For charts showing external line port 
number defaults, refer to the line sections under Hardware on page 
256.
8. Enable the appropriate ports using the heading 
Port/DN status.
9. To check the line, contact the telephone company. 
						

							276 / Problems with lines
Compact ICS 6.1 Installer GuideP0603539  02
Dial tone absent on external lines
1. Use Button Inquiry (²¥â) to display the number of the external 
line you are testing.
2. Check for dial tone using a test telephone at the connections for the 
external line on the distribution block.
3. Make sure that a Trunk Cartridge for the line is properly installed in 
the ICS.
4. Refer to the section on Trunk Cartridge trouble in this chapter.
5. Run a Maintenance session to ensure that the line is not disabled.  
(See Port/DN Status under Maintenance on page 305.)
Hung lines at a telephone
Line indicators that have been solid for a long time are the only visible 
indication that lines are hung. 
Possible problem
A line that has been redirected using Line Redirection may, under some 
circumstances, remain busy after a call is over. If this happens, the 
outgoing line for the redirection also remains busy. You can clear this kind 
of hung line only at the telephone that was used to redirect the line. 
Solution
1. Enter the Button Inquiry feature code (²¥â) at the telephone 
that was used to redirect the line. 
2. Press the button of the redirected line.
3. Press 
SHOW or £.
4. Press 
DROP or •. 
Both the redirected line and the outgoing line for the redirection should 
now be cleared. 
						

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Possible problem
The supervision or Discon timer programming for the line does not match 
the settings for the line at the central office.
Solution
Verify that your programming for the line matches the central office 
settings.
Possible problem
Lines are still hung after all the above solutions have been investigated or 
tried out.
Solution
For lines that are hung for any other reason, you will have to run a 
Maintenance session. 
1. Run a Maintenance session and go to the heading
 Module status.
2. Disable and enable the affected Trunk Cartridge. 
Follow the procedures in the Troubleshooting overview and the Installation 
check sections before proceeding.
Auto-answer line rings at a telephone
Possible problem
You configured a loop start trunk as auto-answer but the installed hardware 
does not support disconnect supervision. (In this case, the symptom would 
be accompanied by the Alarm 62 code symptom.)
Solution
Reconfigure the trunk as manual answer.
OR
Replace the Trunk Cartridge with one that provides disconnect 
supervision. 
						

							278 / Problems with lines
Compact ICS 6.1 Installer GuideP0603539  02
Possible problem
The line is configured as auto-answer and unsupervised.
Solution
Reconfigure the line as manual answer.
OR
Reconfigure the line as supervised.
Possible problem
The line is not equipped for disconnect supervision at the central office.
Solution
Reconfigure the trunk as manual answer.
Possible problem
The Discon timer setting for the Trunk Cartridge in
Trunk/Line data does not match the setting for the line at the central 
office.
Solution
Reconfigure the Discon timer to match the setting at the central office.
Prime telephone gets misdialed calls
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. The call 
has been routed to the prime telephone for the incoming trunk.
Solution
1. Verify that the switch is sending the correct number of digits for the 
Received number length defined in your system. 
						

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2. Verify all the digit strings that the switch should be sending.
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.
Selected line shows Not in service or Not 
available 
Possible problem
The line has been disabled for maintenance purposes.
Solution
Enable the line.
OR
If the line will be out of service for some time, configure another line to 
replace it on the telephone.
Selected line pool shows No free lines 
Possible problem
If this happens often, there are not enough lines in the line pool to serve the 
number of line pool users.
Solution
Enter programming and move less-used loop start trunks from other line 
pools into the deficient line pool. 
						

							280 / Problems with the I-ATA
Compact ICS 6.1 Installer GuideP0603539  02
Problems with the I-ATA
The problems listed here focus on trouble with the I-ATA and the analog 
device connected to it.
Calls do not ring and caller does not receive 
busy tone
1. Verify that the ringer of the attached analog device is turned on.
2. Check the ringer volume.
3. Verify that calls can be answered even when the device does not ring.
4. Replace the analog device with a single-line analog telephone and 
check for ringing.
5. Check for ringing at the wiring connection block using a single-line 
analog telephone.
6. Check wiring from the connection block to the attached analog device.
7. Check the requirements of the analog device to see if it is compatible 
with the I-ATA specifications (see specifications on page 343).
I-ATA is always busy
1. Remove the attached analog device from the I-ATA line and make a 
call to the I-ATA from a telephone. If the line is not busy, the analog 
device may be faulty. If the line is busy, check the wiring.
2. Ensure that the analog device is not faulty by connecting it directly to 
an external line and verifying that it functions correctly.
3. Check the internal wiring at the modular jack and the distribution 
cross-connect. The I-ATA port should have about 31 Vdc across the 
Tip and Ring when the telephone is disconnected.
4. Check the requirements of the analog device to see if it is compatible 
with the I-ATA specifications. Refer to Specifications on page 343.