Inter-Tel Imx/Gmx 416/832 Installation Manual
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TROUBLESHOOTING Issue 1, November 1994 INTER-TELPRA(zTKxs lMX/GMX 416/832 INSTALLATION & MAINTENANCE FIGURE 6-3. CO TRUNK TROUBLESHOOTING CHART _ . .: // SYMPTOM ZO trnnk inoperative hroughout the system SYMPTOM Cannot obtain CO dial tone PROBABLE CAUSE Defective CO trunk from central office Iiunk is dedicated to a sec- ondary carrier requiring an access code Defective cabling or mis- wired amphenol connector on the trunk card Programming error Trunk has been taken out of service by the attendant Defective trunk card Defective MXC or EXP Card PROBABLE CAUSE CORRECTIVE ACTION If reorder tone is heard, pro- gramming error Ensure that the keyset has outgoing access. Refer to page 5-34 in PROGRAMMING. Check to see if the keyset is programmed for LCR only. Refer to page 5-42 PROGRAMMING. If so, check LCR programming, page 5-98 in PRO- GRAMMING. If progress tone is heard, user error Defective trunk card Defective MXC or EXP Card CORRECTWE ACTION At the associated Co block, remove the bridging clips for the trunk. On the telco side of the block, use a test set to verify the CO trunk connection. Also, move the CO trunk to a known good CG circuit. If the problem follows the trunk, contact the telephone company. Verify the type of CO trunk. Instruct users to dial access code if required. Using a test set, ensure presence and correct loca- tion of the CO trunk at the associated CO block. Ensure that the trunk is assigned to the correct trunk group and stations have been given access to it. See page 5-109 in PROGRAMMING. Place the trunk back in service. Refer to PEA- ‘PURRS, page 4-113, or page 5-149 in PRO- GRAMMING. Replace the associated trunk card. Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. Ensure trunk is assigned to the correct trunk group. Refer to page 5-109 in PRGGRAAMING. System is programmed to expect a forced account code. Refer to PROGMMMIN G, page 5-32. Replace the associated trunk card. Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. Page 6-18
INTER-TELPRACTICES TROUBLE!SHOOTING lMX/GMX 416/832 INSTALLAl’ION & MAINTENANCE Issue 1, November 1994 FIGURE 6-3. CO TRUNK TROUBLESHOOTING CHART (CONT’D) SYMPTOM Low volume on all CO runks; cannot break CO dial :one PROBABLE CAUSE Defective trunk card Defective CO trunk from central office Open or loose connection in the cable between the power supply and cardfile Defective power supply module(s) Hybrid balance mismatch NOTE: See also keyset problems on page 6-32. Defective CO trunk from central office Timer error I 1 Card CORRECTIVE ACTION Measure -12VlX at the MXC or EXP Card test points. (See page 3-103.) If it is not within toler- ance, remove all trunk cards and check voltage again. If the voltage returns to normal; replace the cards one at a time until the defective card is iso- lated and replaced. At the CO block, remove the bridging clips for the trunk. On the telco side of the block, use a test set to verify the CO trunk connection. Also, move the CO trunk to a known good CO circuit. If the prob- lem follows the trunk, contact the telephone com- Pay. If, with all trunk cards removed, the -12VDC is still not within tolerance, turn off the system and check the cable and connector with an ohmmeter. Replace or repair the faulty cable. With all trunk cards removed, measure -12VDC at the power supply connector(s). If not within toler- ance, replace the power supply module(s). Select the balance network - ideal, loaded, or unloaded -that best matches the trunk’s imped- ance. See PROGRAMMIN G, page 5-148. CORRECTlVE ACTION Ensure that CO trunk and CO circuit use same type signaling (MMP or dial pulse). See PRO- GRAMMING, page 5-103. At the CO block, remove the bridging clips for the trunk. On the telco side of the block, use a test set to verify the CO trunk connection. Also, move the CO trunk to a known good CO circuit. If the prob- lem follows the trunk, contact the telephone com- PanY. If trunk is IXMP, the IYfMP Digit Duration/Pause timer setting may not be compatible with the trunk. See PROGRAMMIN G, page 5-77. Replace the associated trunk card. Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. NOTE: See also keyset problems on page 6-32. Page 6-19
TR~U~~L~HOOTING INTER-TELPRACTICES Issue 1, November 1994 IMX/GMX 416/832 INSTALLATION & MAINTENANCE FIGURE 6-3. CO TRUNK TROUBLESHOOTING CHART (CONT’D) SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Zannot place an outgoing programming error Check station class of service (SCOS). See PRO- x11; CO dial tone is present; GRAMMING, page 5-42. Check that equal access ntercom works and absorbed digit programming for the trunk group are correct. See PRGGRAh4MING, page 5-113. If using LCR, check LCR programming on page 5-98 in PROGRAMMING. Defective CG trunk from At the CO block, remove the bridging clips for the central office trunk. On the t&o side of the block, use a test set to verify the CO trunk connection. Also, move the CO trunk to a known good CG circuit. If the prob- lem follows the trunk, contact the telephone com- pany. Defective station instrument Replace the station instrument and/or perform the keyset self-test as outlined in INSTALLKfION, pages 3-107,3-116, or 3-128. Defective trunk card Replace the associated trunk card. Defective MXC or Exp Refer to page 3-103 to test the system voltages. Card Replace the card(s) if faulty. SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Xher station conversations Defective CO trunk(s) zan be heard on the CO Isolate the trunk(s) with crosstalk by removing the runk (crosstalk) bridging clips from the CO block. On the telco side of the block, attach a test set to each trunk and check for crosstalk. If present, contact the telephone company. Defective cabling or mis- Using a test set, ensure presence and correct loca- wired amphenol connector tion of the CO trunk at the associated CO block. on the trunk card Defective station card Defective trunk card Defective h4XC or EXP Card Replace the associated station card. Replace the associated trunk card. Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. Page 6-20
INTER-TELPFtACTICES TROUBLESHOOTING IMX/GMX 416/832 INSTALIATION % MAINTENANCE Issue 1, November 1994 FIGURE 6-3. CO TRUNK TROUBLESHOOTING CHART (CONT’D) SYMPTOM Mside calls dropped during conversation or upon an- lwering CO trunk SYMPTOM CO trunk cannot be reseized PROBABLE CAUSE CORRECTIVE ACTION User error (trunk key being Instruct users not to press the trunk key while on a pressed after initial connec- call. Or, if necessary, set the CO Reseize timer to a tion is made) higher value. Default value is 3 seconds. See page 5-77 in PROGRAMMIN G. Or, program the sta- tion to disallow CO reseize. See PROGRAM- MING, page 5-30. Defective CO trunk from At the CO block, remove the bridging clips for the central office trunk. On the telco side of the block, use a test set to verify the CO trunk connection. Also, move the CO trunk to a known good CO circuit. If the prob- lem follows the trunk, contact the telephone com- pany. Insufficient loop current Central office must supply 20mA minimum loop supplied by central office current. ICC0 Disconnect timer Ensure timer value is long enough to ignore nor- value is set too short ma1 interruptions in CO loop current. Default val- ue is 0.6 seconds. See page 5-77 in PROGRAM- MING. Inter-Ring Silence timer val- Ensure timer value is set longer than the central ue is set too short office ring signal is “off.” Refer to PROGWM- MING, page 5-77. Defective station instrument Replace the station instrument and/or perform the keyset self-test as outlined in INST~ON, pages 3-107,3-116, or 3-128. Defective trunk or station Replace the associated card. card Defective h4XC or EXP Card Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. PROBABLE CAUSE CORRECTWE ACTION CO Reseize feature is dis- Check station programming as described on page abled 5-30 in PROGRAMMlN G. If the CO reseize op tion has been disabled, the user cannot reseize a trunk until it has been disconnected by hanging up or pressing another trunk key. CO Reseize timer is set too Set the timer to a lower timer value. Default value high is 3 seconds. See page 5-77 in PROGIWMMING. Page 6-21
‘I’ROUBLESHOOTING INTER-TELPRACTICES Issue 1, November 1994 IMX/GMX 416/832 INSTALLATION & MAINTEWANCE FIGURE 6-3. CO TRUNK TROUBLESHOOTING CHART (CONT’D) SYMPTOM I PROBABLE CAUSE I CORRECTIVE ACTION Noise on CO trunk at all sta- Defective CO trunk At the CO block, remove the bridging clips for the tions trunk. On the tclco side of the block, use a test set to verify the CO trunk connection. Also, move the CO trunk to a known good CO circuit; If the prob- lem follows the trunk, contact the telephone com- pany Defective trunk card Replace the associated trunk card. Defective power supply Refer to INSTALLATION, page 3-55, to perform module(s) the power supply electrical test. Replace the power supply module(s) if faulty. Defective MXC or EXP Refer to page 3-103 to test the system voltages. Card Redace the card(s) if faultv. SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION ZO trunk remains seized af- Characteristic of some ES Central office must provide disconnect signal. Or, :er a call has been ended central offices install a trunk release module available from most supply houses. ICC0 or CO-CO Discon- Central office disconnect signal was not detected nect timer value set too long by ICC0 or CO-CO Disconnect timer. Default value of the ICC0 timer is 0.6 seconds; the CO- CO timer is 0.35 seconds. See page 5-77 in PRO- GRAMMING. Defective CO trunk At the CO block, remove the bridging clips for the trunk. On the telco side of the block, use a test set to verify the CO trunk connection. Also, move the CO trunk to a known good CO circuit. If the prob- lem follows the trunk, contact the telephone com- pany. Defective station instrument Replace the station instrument and/or perform the keyset self-test as outlined in INSTALLAfION, pages 3-107,3-116, or 3-128. Defective trunk card Replace the associated trunk card. Defective MXC or EXP Refer to page 3-103 to test the system voltages. Card Replace the card(s) if faulty. Page 6-22
lNT.ER-TELPRAcTIcEs TROUBLESHOOTING IMX/GMX 416/832 INS’LALLATION & MAINTENANCE Issue 1. November 1994 FIGURE 6-3. CO TRUNK TROUBLESHOOTING CHART (CONT’D) SYMPTOM 3ound start trunks not 5mctioning properly PROBABLE CAUSE System not properly grounded LGC jumper straps not set correct1 y Tip and ring are reversed Programming error 6Ol-l~ AC power is getting onto the trunks CORRECTIVE ACTION Verify that the system AC circuit is isolated and dedicated (see page 34 in INSTALLATION) and check for proper grounding (see page 3-54 in IN- !XALLAl-ION). For each ground start circuit, both corresponding LGC jumper straps must be set in the GS position. If the strap settings are mixed, or if one or both of the straps is missing, the circuit will not function properly. Also, when setting the straps, note the unique ordering of the LGC circuits as shown in INSTALLATION on page 3-97. At the CO block, check to make sure that tip and ring are not reversed. See INSIWLAPION, page 3-14. Unlike loop start trunks, ground start trunks are polarity sensitive. Ensure that the trunks are identified correctly as ground start trunks. Refer to PROGRAMMING, page 5-103. Use a voltmeter to check the AC voltage between tip and earth ground while the trunks are con- nected to an LGC. If more than 5V (RMS) are measured, there is AC power contamination (e.g., due to faulty wiring insulation). Locate and re- move the source of AC power contamination. Page 6-23
TROUBLESHOOTING INTER-TELPRACTICES Issue 1, November 1994 IMX/GMX 416/832 INSTALLATION & MAINTENANCE FIGURE 6-4. FEATURE TROUBLESHOOTING CHART -. ‘ ,/ SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Feature does not work prop User error Refer to PEMURES for procedures. Also, ensnre trly that the feature is available on the software pack- age installed. Programming error Check feature code programming. Refer to PRO- GRAMMING, page 5-58. Also, check user-pro- grammable feature key programming. Refer to PEAWRFS, page 4-51, and PRGGRAMMlNG, page 5-44. Defective station instrument Replace the station instrument and/or perform the keyset self-test as described in INSTAJLAI’ION, pages 3-107,3-116, or 3-128. Defective station card Replace the associated station card. Defective MXC or FXP Refer to page 3-103 to test the system voltages. Card Replace the card(s) if faulty. SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Cannot transfer CO or inter- User error (e.g., wrong fea- Refer to IZALWES, page 4-70, for procedures. corn calls to other stations ture code) Called station is in do-not- A station in do-notdisturb cannot receive trans- disturb ferred calls. Call transferred to an illegal Use only valid intercom numbers. intercom number Called station is in a differ- To allow such transfers (if desired), place the two ent tenant group and cross- stations in the same tenant group or allow cross-te- tenant traffic is denied nant traffic. See PROGRAMMIN G, page 5-67. Defective station instrument Replace the station instrument and/or perform the keyset self-test as described in INSTALLATION, pages 3-107,3-116, or 3-128. Defective MXC or EXP Refer to page 3-103 to test the system voltages. Card Replace the card(s) if faulty. I SYMPTOM I PROBABLE CAUSE I CORRECTWE ACTION I Cannot transfer calls to out- User error (e.g., wrong fea- Refer to PEMURES, page 4-70, for procedures. side numbers ture code) Programming error Check trunk access and toll restriction. I Defective MXC or EXP I Refer to page 3-103 to test the system voltages. Card Replace the card(s) if faulty. I I I . _ 1 Page 6-24
INTER-TELPRACTICES TROUBLESHOOTING IkD4GM.X 416,‘832 INSTALLATION & MAINTENANCE Issue 1, November 1994 -FIGURE 6-4. FEATURE TROUBLESHOOTING CHART (CONT’D) SYMPTOM Cannot transfer incoming CO calls or place them on hold PROBABLE CAUSE User error CORRECTIVE ACTION Refer to FEHURES, page 4-70, for procedures. Inter-Ring Silence timer is Ensure timer value is set longer than the central set too short office ring signal is “off.” Refer to PROGRAM- MING, page 5-77. User error (trunk key being Set the CO Reseize timer to a higher value. pressed after initial comrec- Default value is 3 seconds. See. page 5-77 in PRO- tion is made) GRAMMING. Or, program the station to disallow CO reseize. See PROGRAh4MIN G, page 5-30. Programming error Check user-programmable feature key program- ming. Refer to EATUREB, page 4-51, and PRO- GRAMMING, page 5-44. PROBABLE CAUSE User error CORRECTIVE ACTION Refer to FEHURES, page 4-76, for correct pro- cedures. System capacity exceeded Refer to the maximum system capacities on page l-g in OVERVIEW. Defective station instrument Replace the station instrument and/or perform the keyset self-test as described in INSTALLKfION, pages 3-107,3-116, or 3-128. I Defective station card ~ Defective MXC or EXP ~ Card Replace the associated station card. Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. I SYMPTOM I PROBABLE CAUSE I CORRECTIVE ACTION I Last Number Redial feature inoperative User error System speed-dial number identified as non-display Defective station instrument Defective MXC or EXP Card Refer to m, page 4-93, for procedures. Keyset may be programmed for Last Number Saved. A system speed-dial number identified as nondis- play camtot be redialed. Replace the station instrument and/or perform the keyset self-test as described in INSTALLH’ION, pages 3-107,3-116, or 3-128. Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. Page 6-25
TROUBLESHOOTING Issue 1, November 1994 INTER-TELPRACTICES IMX/GMX 416/832 INSTALLATION & MAINTENANCE FIGURE 6-4. FEATURE TROUBLESHOOTING CHART (CONT’D) ._ .I 1 SYMPTOM Zannot initiate an internal PROBABLE CAUSE User error CORRECTIVE ACTION Refer to PEMURES, page 4-94, for correct pro- cedures. All stations in the paging zone are busy, or a voice channel is not available All stations in the paging zone are in do-not-disturb Reorder tone is heard. Wait several seconds and then attempt to place the page again. Paging re- quires a voice channel. Reorder tone is heard if all stations in the zone are in do-not-disturb and if external paging for the zone is disabled. No stations are programmed Reorder tone is heard. Check paging assignment. to receive pages Refer to page 5-70 in PROGRAMMING. Defective station instrument Replace the station instrument and/or perform the keyset self-test as described in INSTALLApION, pages 3-107,3-116, or 3-128. Defective MXC or EXP Refer to page 3-103 to test the system voltages. Card Replace the card(s) if faulty. SYMPTOM Cannot initiate an external page PROBABLE CAUSE User error CORRECTIVE ACTION Refer to EXPIRES, page 4-94, for correct pro- cedures. Another external zone page Reorder tone is heard. Wait several seconds and is being made or a voice then attempt to place the page again. only one channel is not available external zone page can be made at a time. Paging requires a voice channel. Defective station instrument Replace the station instrument and/or perform the keyset self-test as described in INST~LATION, pages 3-107,3-116, or 3-128. Defective MXC or EXP Card Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. SYMPTOM PROBABLE CAUSE I CORRECTIVE ACTION House phone is not working properly or is inoperative User error Programming error (data- base) Incoming calls take precedence over outgoing calls. Refer to E&lURES, 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 5-42 in PROGRAhMING. Programming error (data- base or speed-dial) Ensure that the correct numbers are in appropriate day number and night number (speeddial) loca- tions. Refer to page 4-92 in PMTUREB. Page 6-26
INTER-TELPRACTICES TROUBLESHOOTING IMX/GMX 416/832 INSTALLATION & -ANCE Issue 1, November 1994 FIGURE 6-4. FEATURE TROUBLESHOOTING CHART (CONT’D) SYMPTOM Zamrot initiate a call Torward PROBABLE CAUSE CORRECTIVE ACTION User error Refer to m, page 4-82, for correct pro- cedures. User attempting illegal for- Stations are not allowed to set call forward if it ward forms an unconditional loop, the receiving station is in do-not-disturb, or an invalid intercom number is dialed. SCOS and outgoing access are checked when a call is forwarded to an outside telephone number. Also, LCR cannot be used to forward to an outside number. Defective station instrument Replace the station instrument and/or perform the keyset self-test as described in INSTALLAI’ION, pages 3-107,3-116, or 3-128. Defective MXC or EXP Refer to page 3-103 to test the system voltages. Card Replace the card if faulty. SYMPTOM Calls will not forward PROBABLE CAUSE User error Illegal forward CORRECTIVE ACTION Refer to lWWURJ%, page 4-82, for procedures. Conditional forwards (i.e., if busy, if unanswered) may form an undetected loop. If a call forward request forms a conditional loop, the call returns to the first station. Defective station card Defective IvlXC or EXP Card Replace the associated station card. Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. SYMPTOM I PROBABLE CAUSE I CORRECTIVE ACTION I Station not receiving hunt group calls User error Hunt group calls may have been halted using the Hunt Group Remove feature code (see page 4-19 in PEXURES). Or, the station may be in do-not- disturb. Programming error Check hunt group programming. Refer to page 5-61 in PROGRAMMING. I SYMPTOM 1 PROBABLE CAUSE I CORRECTIVE ACTION I Station is not receiving pages User error Programming error Pages may have been halted using the Page Re- move feature code (see page 4-94 in m). Or, the station may be in do-not-disturb. Check page zone programming for the station. See PROGRAMMING, page 5-70. Page 6-27