Avaya Partner Advanced Communications System Customer Support Manual

							PA R T N E R®
Advanced Communications System
Customer Support Document
518-456-803ADD
Issue 3 
March 2002 
						

							A. Customer Support
1
A. Customer Support
Ordering Documents
To order additional documents, you may do the following:
Call:  Avaya Publications Center
Voice 1 800 457-1235 International Voice 410 568-3680
Fax 1 800 457-1764 International Fax 410 891-0207
Write: GlobalWare Solutions
200 Ward Hill Avenue
Haverhill, MA 01835 USA
Attention: Avaya Account Manager
For information about Avaya products and services, go to www.avaya.com. For product 
documentation for all Avaya products and related documentation for PARTNER ACS, go to 
www.avayadocs.com. In addition to this document, the following materials are available:
Table 1.  Additional Documentation 
TitleOrder NumberDescription
PARTNER® ACS 
System Planner 518-456-161; 
Issue 4Provides the forms needed to plan and record 
how your system and telephones are to be 
programmed.
PARTNER® ACS 
Quick Reference Guide 518-456-804; 
Issue 3Provides quick reference for installing and 
programming commonly used features.
PARTNER® ACS Installation, 
Programming, and Use Guide 518-456-803; 
Issue 3Provides detailed reference information for 
installing, programming and using the system.
PARTNER® ACS R5.0 Remote 
Administration Getting Started 
Guide 518-456-166; 
Issue 3Provides basic information for using the 
optional Remote Administration software.
How to Use Your PARTNER 
Telephone518-457-701; 
Issue 1Contains basic instructions for using system 
phones.
PARTNER-34D® Programming 
Overlay 847531696Helps with system programming from a 
PARTNER-34D phone.
PARTNER-18D® Programming 
Overlay 847531688Helps with system programming from a 
PARTNER-18D phone.
PARTNER® Messaging 
Installation, Programming, and 
Troubleshooting Online Guide, 
Release 1.0 518-100-800; 
Issue 1Provides detailed reference information for 
installing, programming, and troubleshooting 
the PARTNER Messaging system. 
						

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Obtaining Products
To learn more about Avaya products and to order products, contact your Avaya Authorized Dealer. 
Technical Support
In the continental U.S., Avaya provides a toll-free customer support hotline 24 hours a day. If you 
need assistance when programming or using your system, contact your local Authorized Dealer or 
call the Avaya Customer Care Center at 1 800 628-2888. Consultation charges may apply.
Maintenance
Your system is designed to provide trouble-free performance without any special maintenance 
procedures. To reduce the risk of accidental damage:

Keep the system modules in an area free of dust, smoke, and moisture, and do not block the 
air vents by placing objects on top of the control unit.

Do not place telephones near a heating duct, radiator, or other heat source, and do not drop or 
expose them to excessive shock or vibration.

Unplug the telephone if its cord is damaged, if liquid is spilled into it, or if its housing becomes 
cracked or otherwise damaged.
PARTNER® Messaging 
Release 1.0 System 
Manager’s Quick Reference518-100-501; 
Issue 1Provides basic information for programming 
and troubleshooting the PARTNER Messaging 
system.
PARTNER® MAIL VS R5.0 
Voice Messaging System 
Installation and Programming 585-322-532; 
Issue 1Provides detailed reference information for 
installing and programming the system.
Using PARTNER® MAIL VS 
System R5.0585-322-531; 
Issue 1Provides basic information for using the 
system.
Using the PARTNER® Voice 
Messaging System Release 3 585-322-705; 
Issue 1Contains instructions for using the PARTNER 
Voice Messaging System.
PARTNER® Voice Messaging 
System Release 3 Installation 
and Programming585-322-706; 
Issue 2Provides instructions for planning, installing, 
programming, and maintaining your PARTNER 
Voice Messaging system.
PARTNER® MAIL Voice 
Messaging System Release 3 
Planning, Installation, and Use  585-322-516Provides instructions for planning, installing, 
programming, and maintaining your PARTNER 
MAIL system.
Table 1.  Additional Documentation —Continued
TitleOrder NumberDescription 
						

							A. Customer Support
3

To clean your telephone, wipe the outside housing with a soft, dust-free cloth. If absolutely 
necessary, you may use a cloth slightly dampened with a mild soap and water solution. Dry 
quickly with a soft cloth.
CAUTION:
Your telephone contains sensitive electronic parts. Never submerge it in any kind of liquid, 
and never use detergents, alcohols, solvents, abrasive cleaners, or an excessive amount of 
water when cleaning the housing and faceplate. To do so could result in irreparable damage. 
Repair Information 
Outside the continental U.S., contact your Avaya Representative or local Authorized Dealer for 
warranty and repair information applicable to your system.
In-Warranty Repairs 
If you purchased or leased your system directly from Avaya, Avaya will repair it free of charge 
during the one-year warranty period. Simply call the Avaya Customer Care Center and ask for 
service.
Business-Day service is standard during the warranty period for both the control unit and system 
phones. Business-Day service is performed during normal business hours. However, if you need 
24-hour service protection during the warranty period on the control unit in case there is a major 
system failure, you can purchase an Around-the-Clock service contract from your local Avaya 
Authorized Dealer.
If you purchased or leased your system through an Avaya Authorized Dealer, contact your dealer 
for repairs.
Post-Warranty Repairs 
If you purchased your system from Avaya and you have a post-warranty service contract, Avaya 
service is provided under the terms of that contract.
To significantly reduce unexpected repair costs after the warranty period, you can purchase a post-
warranty service contract from Avaya. If you do not have a contract, Avaya service is provided on a 
time-and-materials basis by calling the Avaya Customer Care Center. A contract provides to you, 
within the applicable coverage period and response times, service calls with no charge for parts 
and labor on covered repairs. Both Business-Day and Around-the-Clock coverages of varying 
lengths are available. To order a post-warranty service contract, contact your Avaya Authorized 
Dealer.
If you leased your system under a Term Plan from Avaya, Business-Day service is included in your 
lease. To upgrade to Around-the-Clock service, call 1 800 247-7000 (in the continental U.S. only). 
(Around-the-Clock service is not available for phones).
If you purchased or leased your system through an Avaya Authorized Dealer, contact your dealer 
for repairs. 
						

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Limited Warranty and Limitation of Liability 
Avaya warrants to you, the customer, that your system will be in good working order on the date 
Avaya or its authorized reseller delivers or installs the system, whichever is later (“Warranty Date”). 
If you notify Avaya or its authorized reseller within one year of the Warranty Date that your system 
is not in good working order, Avaya will, without charge to you, repair or replace, at its option, the 
system components that are not in good working order. Repair or replacement parts may be new 
or refurbished and will be provided on an exchange basis. If Avaya determines that your system 
cannot be repaired or replaced, Avaya will remove the system and, at your option, refund the 
purchase price of your system or apply the purchase price toward the purchase of another Avaya 
system.
If you purchased your system directly from Avaya, Avaya will perform warranty repair in 
accordance with the terms and conditions of the specific type of Avaya maintenance coverage you 
selected. A written explanation of Avaya’s types of maintenance coverage may be obtained by 
calling your Avaya Authorized Dealer. If you purchased your system from an Avaya authorized 
reseller, contact your reseller for the details of the maintenance plan applicable to your system.
Unless otherwise expressly agreed to in a written agreement signed by Avaya, Avaya will not be 
responsible under this limited warranty for damages resulting from: 

Failure to follow Avaya’s installation, operation, or maintenance instructions;

Unauthorized system modification, movement, or alteration;

Unauthorized use of common carrier communication services accessed through the system;

Abuse, misuse, or negligent acts or omissions of the customer and persons under the 
customer’s control; or

Acts of third parties and acts of God.

Power surges, including power surges due to lightning.
For warranted items that were not installed by Avaya (self-installed) and are not covered by a 
Service Protection Plan, the means of warranty fulfillment on the product is to ship the 
replacement item to you, or at Avaya’s discretion, to dispatch a technician to repair or replace the 
product.
Power surge protection will be provided with standard product warranty coverage and 
post warranty products if the following requirements have been met:

The equipment was installed in compliance with the installation instructions 
contained in the PARTNER ACS Installation, Programming and Use document 
(Document Number 518-456-803).

All installed electrical protection equipment must be installed in compliance with 
the National Electrical Code, any applicable local standards, and any Avaya 
specified site requirements.

“Proper protection” installed at the time of the power surge or lightning strike. This 
“proper protection” must be at least equal to that available from Avaya 
(see following). 
						

							A. Customer Support
5 AVAYA’S OBLIGATION TO REPAIR, REPLACE, OR REFUND, AS SET FORTH ABOVE, IS 
YOUR EXCLUSIVE REMEDY. 
EXCEPT AS SPECIFICALLY SET FORTH ABOVE, AVAYA, ITS AFFILIATES, SUPPLIERS, 
AND DEALERS MAKE NO WARRANTIES, EXPRESS OR IMPLIED, AND SPECIFICALLY 
DISCLAIM ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR 
PURPOSE. 
Limitation of Liability 
Except as provided below, the liability of Avaya and its affiliates and suppliers for any claims, 
losses, damages, or expenses from any cause whatsoever (including acts or omissions of third 
parties), regardless of the form of action, whether in contract, tort, or otherwise, shall not exceed 
the lesser of: (1) the direct damages proven; or (2) the repair cost, replacement cost, license fee, 
annual rental charge, or purchase price, as the case may be, of the equipment that directly gives 
rise to the claim. Except as provided below, Avaya and its affiliates and suppliers shall not be liable 
for any incidental, special, reliance, consequential, or indirect loss or damage incurred in 
connection with the equipment. As used in this paragraph, consequential damages include, but are 
not limited to, the following: lost profits, lost revenues, and losses arising out of unauthorized use 
(or charges for such use) of common carrier telecommunications services or facilities accessed 
through or connected to the equipment. For personal injury caused by Avaya’s negligence, Avaya’s 
liability shall be limited to proven damages to person. No action or proceeding against Avaya or its 
affiliates or suppliers may be commenced more than twenty-four (24) months after the cause of 
action accrues. THIS PARAGRAPH SHALL SURVIVE FAILURE OF AN EXCLUSIVE REMEDY. 
Preventing Toll Fraud
 “Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party 
(for example, a person who is not a corporate employee, agent, subcontractor, or working on your 
company’s behalf). Be aware that there may be a risk of toll fraud associated with your system and 
that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications 
services.
If you suspect you are being victimized by toll fraud and you need technical support or assistance, 
call the Avaya Customer Care Center at 1 800 628-8888.
AC Protector Line Protector 
147D provides 4 AC outlets and 3 CO line 
protectors.
PEC 8310-028; Material code 407939461
U.S. Indirect 8310-028-P146C adds 4 CO lines to 147D
PEC 8310-004; Material code 105122
U.S. Indirect 8310-004-P 
						

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Providing Telecommunications Security
Telecommunications security (of voice, data, and/or video communications) is the prevention of 
any type of intrusion to (that is, either unauthorized or malicious access to or use of your 
company’s telecommunications equipment) by some party.
Your company’s “telecommunications equipment” includes both this Avaya product and any other 
voice/data/video equipment that could be accessed via this Avaya product (that is, “networked 
equipment”).
An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or working on 
your company’s behalf. Whereas, a “malicious party” is anyone (including someone who may be 
otherwise authorized) who accesses your telecommunications equipment with either malicious or 
mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or 
asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

Utilization (of capabilities special to the accessed equipment)

Theft (such as, of intellectual property, financial assets, or toll-facility access)

Eavesdropping (privacy invasions to humans)

Mischief (troubling, but apparently innocuous, tampering)

Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated with your system and/or 
its networked equipment. Also realize that, if such an intrusion should occur, it could result in a 
variety of losses to your company (including, but not limited to, human/data privacy, intellectual 
property, material assets, financial resources, labor costs, and/or legal costs).
Your Responsibility for Your Company’s 
Telecommunications Security
The final responsibility for securing both this system and its networked equipment rests with you — 
a system administrator, your telecommunications peers, and your managers. Base the fulfillment 
of your responsibility on acquired knowledge and resources from a variety of sources including but 
not limited to:

Installation documents

System administration documents

Security documents

Hardware-/software-based security tools

Shared information between you and your peers

Telecommunications security experts 
						

							A. Customer Support
7 To prevent intrusions to your telecommunications equipment, you and your peers should carefully 
program and configure your:

Avaya-provided telecommunications systems and their interfaces

Avaya-provided software applications, as well as their underlying hardware/software platforms 
and interfaces

Any other equipment networked to your Avaya products
Avaya does not warrant that this product or any of its networked equipment is either immune from 
or will prevent either unauthorized or malicious intrusions. Avaya will not be responsible for any 
charges, losses, or damages that result from such intrusions.
Federal Communications Commission (FCC) 
Interference Information 
References to FCC regulations are not applicable outside of the U.S.
Class A Compliance
This equipment, in the five-slot configuration and in the two-slot configuration with a 308EC, 012E, 
PARTNER MAIL VS, or PARTNER Messaging module, has been tested and found to comply with 
the limits for a Class A digital device, pursuant to Part 15 of FCC rules. 
These limits are designed to provide reasonable protection against harmful interference when the 
equipment is operated in a commercial environment. This equipment generates, uses, and can 
radiate radio frequency energy and, if not installed and used in accordance with the instruction 
manuals, may cause harmful interference to radio communications. Operation of this equipment in 
a residential area is likely to cause harmful interference, in which case the user will have to correct 
the interference at his or her own expense.
Class B Compliance
The stand-alone PARTNER ACS processor module configuration and the two-slot configuration 
using a 200, a 206, or a 400 module have been tested and found to comply with the limits for a 
Class B digital device, pursuant to Part 15 of FCC rules. 
These limits are designed to provide reasonable protection against harmful interference when the 
equipment is operated in a residential environment. This equipment generates, uses, and can 
radiate radio frequency energy and, if not installed and used in accordance with the instruction 
manuals, may cause harmful interference to radio communications. However, there is no 
guarantee that interference will not occur in a particular installation.  
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
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 8If this equipment does cause harmful interference to radio or television reception, which can be 
determined by turning the equipment off and on, the user is encouraged to try to correct the 
interference by one or more of the following measures:

Reorient the receiving television or radio antenna where this may be done safely.

To the extent possible, relocate the receiver with respect to the telephone equipment.

Where the telephone equipment requires AC power, plug the telephone into a different AC 
outlet so that the telephone equipment and receiver are on different branch circuits.
Federal Communications Commission Statement
Part 15: Personal Computer Statement. This equipment has been certified to comply with the 
limits for a Class B computing device, pursuant to Subpart J of Part 15 of FCC Rules. Only 
peripherals (computing input/output devices, terminals, printers, etc.) certified to comply with the 
Class B limits may be attached to this computer. Operation with noncertified peripherals is likely to 
result in interference to radio and television reception.
Part 68: Network Registration Number. This equipment is registered with the FCC in 
accordance with Part 68 of the FCC Rules. The FCC Part 68 registration numbers are printed on 
the label located on the side of the control unit.
Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner 
that does not provide proper answer-supervision signaling is in violation of Part 68 Rules. This 
equipment returns answer-supervision signals to the public switched network when:

Answered by the called station

Answered by the attendant
FCC Notification and Repair Information
This equipment is registered with the FCC in accordance with Part 68 of its rules. In compliance 
with those rules, you are advised of the following:
Means of Connection: Connection to the telephone network shall be through a standard network 
interface jack USOC RJ11C. These USOCs must be ordered from your local telephone company.
FCC compliant line cords are provided with Line and Line/Extension Modules for connecting to the 
telephone company provided USOC RJ11C jacks. Use only FCC compliant line cords and jacks 
for these connections.
This equipment may not be used with party lines or coin telephone lines. 
						

							A. Customer Support
9 Notification to the Telephone Companies: Before connecting this equipment, you or your 
equipment supplier must notify your local telephone company’s business office of the following:

The telephone number(s) you will be using with this equipment.

The appropriate registration number and ringer equivalence number (REN) which can be 
found on the right hand side of the control unit.

The facility interface code, which is O2LS2.

You must also notify your local telephone company if and when this equipment is permanently 
disconnected from the line(s).
REN Information: The REN is used to determine the quantity of devices which may be connected 
to the same telephone line. Excessive RENs on the telephone line may result in the devices not 
ringing in response to incoming calls. In most, but not all areas, the sum of RENs should not 
exceed five (5.0). To be certain of the number of devices that may be connected to a line, as 
determined by the total RENs, contact the local telephone company.
Repair Instructions: If you experience trouble because your equipment is malfunctioning, the 
FCC requires that you disconnect the equipment from the network and not use it until the problem 
has been corrected. Repairs to this equipment can only be made by the manufacturer, its 
authorized agents, or by others who may be authorized by the FCC. In the event repairs are 
needed on this equipment, please contact your local Authorized Dealer or the Avaya Customer 
Care Center at 1 800 628-2888. 
Rights of the Local Telephone Company: If this equipment causes harm to the telephone 
network, the local telephone company may discontinue your service temporarily. If possible, they 
will notify you in advance. But if advance notice is not practical, you will be notified as soon as 
possible. You will also be advised of your right to file a complaint with the FCC.
Your local telephone company may make changes in its facilities, equipment, operations, or 
procedures that affect the proper functioning of this equipment. If they do, you will be notified in 
advance to give you an opportunity to maintain uninterrupted telephone service.
Hearing Aid Compatibility: All system phones are compatible with inductively coupled hearing 
aids as prescribed by the FCC.