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Lucent Technologies 5 manual Issue

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MERLIN LEGEND Communications System Release 5.0	Issue 1
System Manager’s Guide 555-650-118	June 1997

8Troubleshooting the System

Night Service Not Working

Page 8-16

Possible Cause 3: The Night Service button may be programmed incorrectly at one or more DLCs.

What to do: Use centralized telephone programming to check that the button on the DLC operator console is, in fact, programmed for Night Service (see Chapter 5 in System Programming); or, at the DLC, press the Inspct button and then the programmed Night Service button.

■If the Night Service button is not programmed, program it and activate Night Service again. If it is now working, you have solved the problem. If not, go to Possible Cause 4.

■If the Night Service button is programmed correctly, go to Possible Cause 4.

Possible Cause 4: If the system has more than one operator console and the night destination is a voice mail system, one of the consoles may not have Night Service on.

What to do: Check that the green light next to the Night Service button at each console is lit.

■If Night Service now works, you have solved the problem.

■If Night Service is still not working and yours is a Release 4.1 or later system, go to Possible Cause 5.

■If Night Service is still not working and your system release is prior to 4.1, call the Lucent Technologies Helpline at 1 800 628-2888 (consultation charges may apply).

Possible Cause 5: Lines may not be programmed as part of a Night Service Group. Night Service lines do not have to appear on operator consoles, and lines on operator consoles are not automatically part of that operator’s Night Service Group; they must be assigned.

What to do: Check the Night Service line assignments, following the instructions for “Night Service Group Assignment” in the “Labeling” section of System

Programming, Chapter 3 or in ‘Revising‘ Night Service with Group Assignment’’ on page 6-78.

■If the lines are correctly assigned, call the Lucent Technologies Helpline at

1800 628-2888 (consultation charges may apply).

■If the lines are not assigned, program them as members of a Night Service group. If Night Service now works, you have solved the problem. If Night Service still does not work, call the Lucent Technologies Helpline at

1800 628-2888 (consultation charges may apply).

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Lucent Technologies 5 manual Issue

Contents

Merlin Legend Your Responsibility for Your System’s Security Contents System Components Learning More About Telecommunications Index June Important Safety Instructions Issue Coverage Timers Programmed for Individual Extensions Night Service with Coverage ControlRelease 4.1 Enhancements Night Service Group Line Assignment Forward on BusyRelease 4.2 Enhancements Merlin Legend Reporter Maintenance Enhancements Change to Permanent Error Alarm Release 5.0 EnhancementsEnhanced Extension Information Report Computer Telephony Integration CTIBasic Call Control Screen PopHotLine Feature Delay Announcement Devices Group Calling EnhancementsMost Idle Hunt Type Enhanced Calls-in-Queue Alarm Thresholds MLX-5 and MLX-5D Telephones Release 3.1 Enhancements Call Restriction Checking for Star CodesTrunk-to-Trunk Transfer Set for Each Extension Programmable Second Dial Tone Timer Default Pool Dial-Out Code Restriction for All ExtensionsDefault Outward Restrictions for VMI Ports Default Facility Restriction Level FRL for VMI PortsDefault for the Default Local Table Release 4.0 EnhancementsSupport for T1 Switched Digital Data Transmission Forwarding Delay Option016 Tip/Ring Module Downloadable Firmware for NI-BRI ModulesSeven-Digit Password for SPM Voice Announce on Queued Call Console QCCTime-Based Option for Overflow on Calling Group Single-Line Telephone EnhancementsMerlin Legend Communications System Release How to Use This Book Intended AudienceTerms and Conventions Used Lines, Trunks, and FacilitiesOld New Product Safety Labels SecurityTypographical Conventions Example PurposeRelated Documents Document No TitleSystem Documents Telephone User SupportHow to Comment on This Book Miscellaneous User SupportDocumentation for Qualified Technicians Read This First OverviewUsing This Guide Your Role as System Manager Related GuidesSystem Planning Forms System Manager ResponsibilitiesUpgrading the System Programming as described in ‘Backing‘ Up the System’’ onEnvironmental Requirements About the System Background Telephone Company Central Office Customer Premises Local LoopTelephone Equipment Telephone NetworkIssue Switching Equipment Evolution of SwitchesEvolution of Switches Switching Methods Switching Office HierarchySystem Overview Issue System Overview Incoming Trunks Incoming Trunks Issue Modes of Operation About the System Modes of Operation On next Key Mode Hybrid/PBX Mode Behind Switch Mode Components2Issue System Components Line/Trunk and Extension Modules GS/LS-MLX ModuleFeatures Applications2Applications Applications Programming the System System CapacitiesAuxiliary Components June 10. Auxiliary System Components Data Communications Capabilities Merlin Legend Communications System Release Control Unit CarriersProcessor Module Pcmcia Memory Card Processor ModulePower Supply Module Power Supply ModuleModules Supporting Extensions Extension JacksTouch-Tone Receivers 016, 012, and 008 OPT ModulesPower-Failure Transfer Telephones Modules Supporting Lines/Trunks100D Module Issue Issue Summary Line/Trunk and Extension Modules Supports See ‘100D ‘ BRI Telephones MLX TelephonesIssue MLX-28D MLX-28D TelephoneMLX-20L Telephone MLX-16DP MLX-10D MLX-10D TelephoneVolume Control Fixed-Feature Buttons User Cards and Tray MLX-10MLX-5 Direct Station Selector 10. Direct Station Selector Analog Multiline Telephones Analog Multiline Telephones Model DescriptionAnalog multiline phone, fax machine, and copier Telephone Requires two analog multiline extension jacksSingle-Line Telephones Line Buttons on Multiline TelephonesSingle-Line Telephones Model Description Key Mode Line Buttons Line Buttons in Hybrid/PBX Mode Line Buttons and Special Considerations Behind Switch Mode Switch Mode, see ‘Modes‘ of Operation’’ onOperator Consoles Queued Call Consoles QCC ButtonsMaximum Number of System Operator Positions MaximumIssue Direct-Line Consoles MLX DLCAdapters System AdaptersTelephone Adapters Multi-Function ModuleAdapters described below connect adjuncts to telephones Adjuncts General Purpose AdapterSystem Adjuncts Station Message Detail Recording Printer Date Time Called NumberSystem Programming and Maintenance PC Loudspeaker Paging SystemsDial Dictation Fax MachinesDelay Announcements HeadsetsDoor Phone Telephone AdjunctsMessage-Waiting Indicator HeadpiecesManual Operation Analog Multiline Telephones Only One-Touch Operation MLX and Analog Multiline TelephonesAdditional Telephone Adjuncts Data Communications AdjunctsVideoconferencing Systems Passive BusAscend Pipeline 25-Px Access Device Is a summary of the adjunctsAlerts AC Alerts DCAnswer/Record Machine Ascend Pipeline 25-PxGroup Calling Delay Headsets and AdaptersDial Dictation Direct Station Selector DSSPower-Related Hardware Power AccessoriesSystem Auxiliary Power Battery Backup PowerTelephone Power Units Protection AccessoriesSystem Alarms In-Range Out-of-Building ProtectionOff-Premises Range Extender 146A and 147A Surge ProtectorsTrouble Alarm Power-Failure AlarmPower-Failure did Busy-Out Power-Failure Transfer TelephoneJune Features and Applications FeaturesFeature Finders Issue Basic Calling and Answering Feature Finder Basic Calling and Answering Type Considerations Feature Name AnsweringAnswering calls Basic Calling Type Conferencing and joining CallsDialing and calling Night Service Authorization CodesLong-distance service Primary Rate Interface T1 Switched Service Automatic Route SelectionPaging Putting a call on holdUsing the system from an Outside phone Transferring callsCovering Calls and Having Calls Covered For more information, see ‘Covering‘ Calls’’ onFeature Finder Covering Calls and Having Calls Covered Considerations Feature Name Calls CoveredCovering Calls and Having Type Covering others’ callsHave all your calls covered By a co-worker Have your calls ring UserCNT used for Coverage Immediately at your Calling Privileges and Restrictions ReferenceFeature Finder Calling Privileges and Restrictions Type Considerations Feature Name RestrictionsPreventing people from Making calls See SystemNight Service Calls outside normal Business hours Calling Privileges TypeAllowing calls Allow people to use their GeneralCustomizing Phones Feature Finder Customizing Phones Type Considerations Feature NameMessaging Feature Finder Messaging Type Leaving messagesReceiving messages Messaging Type Prog Considerations Feature Name Setting up messagingChange the posted Gener LabelingSystem Manager’s Functions and Features Feature Finder Timekeeping TypeConsiderations Feature TimekeepingFeature Finder System Manager’s Functions and Features Considerations Feature Name Functions and FeaturesSystem Manager’s Type Group activitiesLines, line buttons Fixed-feature buttons Speaker buttonLines, line buttons, fixed-feature butto MaintenanceConference buttons to System Manager’s Functions and Features Type Switchhook, Recall, or Flash buttonFor noisy places turn off User Numbering lines and extensions See also SYS items in -1 onPrevent DLC operators Opera ReportsSecurity Change voice messaging User Often Mgr Detail Recording See that the systemProgramming is backed up Mgr Special Operator and Supervisor Features Considerations Feature Name Supervisor Features DLC operators only Reminder Service Certain time as aCalls-In-Queue Alarm Set others’ phones to ring at OperatorSpecial Operator Type Feature Descriptions Covering CallsSharing Lines Forward and Follow MePickup CoverageOptions, see ‘Changing‘ Coverage Delay Options’’ on Selective Coverage Features Description Comments Direct Voice MailSummarizes coverage control options for senders Coverage Inside off, onlyIssue 10 illustrates the various ways that calls can be covered Feature Covered by Description Example Calling Restrictions Information, see ‘Authorization‘Codes’’ on Outward and Toll Restrictions Allowed/Disallowed Lists Allowed/Disallowed Lists, see , ‘Managing‘ the System’’Night Service with Outward Restriction Pool Dial-Out Code RestrictionFacility Restriction Levels FRLs Only Yes Authorization Codes Security Dialing Features Group Features Calling GroupsNight Service Groups See ‘Night‘ Service with Outward Restriction’’ on Other Groups Data CommunicationsRemote Access Account Codes Automatic Route Selection ARSBarrier codes System Management Features Applications4Summary of Applications ‘Modules‘ Supporting Lines/Trunks’’ onApplications Link Category and Name Key H/PBX BS Description Standalone ProgrammingStandalone Call Accounting and Management Applications Standalone Call Answering and Voice Mail PackagesTelephone Company Services Integrated PackageMulti-use Telephone Voice Messaging Systems See ‘Calling‘ Restrictions’’ onService or 13. Voice Messaging SystemsApplication Description Power Fax Issue Issue Putting the System to Work Scenario 1 a Small Office Staff NeedsMedical Office Needs Staff Member Staff Member Needs System Description Medical Office Floor PlanIssue Scenario 2 a Professional Office Merlin Legend Communications System Release Law Firm Floor Plan Executive Staff Describes the needs of the executive staffExecutive Staff Needs Staff Member Secretarial Staff Describes the needs of the secretarial staffSecretarial Staff Needs Staff Member Administrative/Support Staff Describes the needs of the administrative/support staffAdministrative/Support Staff Needs Staff Member Other Needs Describes some of the miscellaneous needs of the officeOther Needs Extension Partners use the Authorization Codes feature see the section Equipment Illustrates the equipment Call Coverage and Call-Handling Law Firm EquipmentStaff Member Needs Feature/Application Law Firm Call Coverage and Call-HandlingStaff Member Needs Feature/Application Staff Member Needs Feature/Application Law Firm Call Coverage Calling Restrictions Scenario 3 a Dual-Location Company Illustrates the locations and staffingDual-Location Company Floor Plans General Needs ConnectivityCost-Effective Calling Customer Service Toll Fraud and Calling RestrictionsWork Group Needs Work Group Needs Individual Needs Describes the individual needs of certain staff membersIndividual Needs Staff Members General Merlin Legend Communications System Release Work Groups Merlin Legend Communications System Release Individuals Optimizing Your System Desktop VideoconferencingGroup Videoconferencing CTI Computer Telephony Integration Link CTI Link Overview System Requirements Intuity ConversantPassageWay Direct Connection Solution Caller IDIssue Managing the System Using the Task Descriptions Using the Programming Procedures Using Detailed ProceduresAdditional Information Select StartUsing Summary Programming Procedures Console/Display Instructions Additional InformationIntroduction to System Programming Types of ProgrammingProgramming Screens Information ScreensScreen title and More indicator Prompt Options Menu Selection ScreensData Entry Screens Your system information appears in placeSystem Programming Menu Selected Option Prompt Extension enteredSaving Entries and Moving among Screens System Programming Menu Options DescriptionScreen Keys Display/Key Function Idle States Display/Key FunctionIdle States Description Procedures Identify extensions with voice signalSingle-line telephone users do not Hear a dial toneProgramming from the Console Forced Idle Reminder TonesSystem Programming Console Console Buttons There are two types of console buttonsConsole Overlay Access to System Programming Console and DSS LightsConsole Lights DSS LightsDisplay the Menu Mode main menu screen Exiting System ProgrammingSelect System Programming Display the System Programming menuProgramming from a PC with SPM MenuHome If you installed SPM on the hard disk of the PC, go to Step Types of PC ConnectionsWith a Direct Local Connection See of System ProgrammingAppears on the screen To display the SPM Welcome screen shown belowXX = current version of SPM Press any key to display the SPM Main Menu shown belowWith a Local or Remote Modem Connection Modem ConnectionsPassword does not display when you type it Centralized Telephone Programming Starting Centralized Telephone ProgrammingGo to the second screen of the System Programming menu Press MoreSelect Centralized Programming Guidelines for Programming Extensions Select Program Extension Select the line button where you want to assign the feature Specify the extension you want to programSave your entry Select Enter Xxxx = extension entered in StepCopying Feature and SA/ICOM Buttons Program the featuresFeatures That Can Be Copied All Telephones Analog Telephones Feature OnlyFeatures That Can Be Copied Direct-Line Consoles Only Select Copy Extension Save your entrySelect Enter Dial or type nnnn Xxxx = extension entered in Step Dial or type nnnnCopying Line/Trunk Button Assignments Return to the Centralized Programming menuSelect Exit Select EnterUsing Reports Did Printing Smdr Reports Printing System Programming ReportsPC Procedures To print trunk information To print extension informationTo print all other reports More → Print →Select report → ExitSetting System Date and/or Time Task List Setting System Date and/or TimePlanning Guidelines Valid EntriesPC Procedure Backing Up the SystemProgramming Instructions Use this procedure to add an extension to the system Adding an ExtensionTask List Adding an Extension Use this procedure to move an extension in your system Moving an ExtensionUse this procedure to remove an extension Removing an ExtensionTask List Moving an Extension Task List Removing an Extension Programming Instructions Assigning a HotLine Extension Console Procedure Extensions→More→More→HotLine→Dial ext Changing Calling RestrictionsTask List Assigning a HotLine Extension Unrestricted, Outward-restricted, Toll-restricted Console Procedure Changing Trunk-to-TrunkTransfer Status Select restriction → Enter → ExitTask List Changing Trunk-to-Trunk Transfer Statuso LED On/Off or Dial ext. no. → Enter → Exit → ExitChanging Coverage Delay Options Ring Delays Affecting Coverage Factory Timer Setting Range DescriptionFactory Timer Setting Range Description Group Cover Available Buttons only or Unavailable orGroup Cover Unassigned Buttons Unavailable or Available QCC queue Unassigned Unavailable or Immediate AvailableTask List Changing Coverage Ring Delays Planning GuidelinesChange the delay for Primary Cover buttons Programmed for Delay Ring change the additional delayChange the delay for Secondary Cover buttons Programmed for Delay RingAdding/Removing a Line Adding a DLC Operator Position MLX-20LTask List Adding a DLC Operator Position Merlin Legend Communications System Release Adding a QCC Operator Position Operator Features, and 5d, Queued Call Console QCC Task List Adding a QCC Operator Position11. Maximum Number of Operator Positions Programming Instructions Adding Operator Features Task List Adding Operator Features Connecting Auxiliary Equipment For Music On HoldFor Maintenance Alarms For Loudspeaker PagingFor Fax Machines For the number of seconds 0 to 30 secondsTask List Connecting Auxiliary Equipment Voice Messaging System and Automated AttendantFor fax machines Changing Calling Group Assignments For a voice messaging system and auto attendantRevising Allowed Lists Task List Changing Calling Group AssignmentsPlanning Guidelines Assigning Allowed Lists to Extensions Task List Revising Allowed ListsRevising Disallowed Lists Task List Assigning Allowed Lists to Telephones6Merlin Legend Communications System Release Valid Entries Assigning Disallowed Lists to Extensions Task List Changing Disallowed ListsChanging Group Coverage Assignments Task List Assigning Disallowed Lists to ExtensionsPlanning Guidelines Revising Night Service With Group Assignment Task List Changing Group Coverage AssignmentsTask List Revising Night Service with Group Assignment Extension numbers Line/trunk numbersRevising Night Service with Coverage Control Task List Revising Night Service with Coverage Control Changing Extension Directory Labels Programming InstructionsTo program on the system programming console To program with SPMChanging Trunk Labels Task List Changing Extension Directory LabelsEach label can have a maximum of seven characters Console Procedure More→Labeling→LinesTrunks→Dial ext. no.→ Changing Posted Message LabelsTask List Changing Trunk Labels Task List Changing Posted Message Labels Changing Calling Group Labels Task List Changing Calling Group LabelsChanging System Directory Labels Task List Changing System Directory LabelsTelephony Services Network Manager’s Guide Adding a CTI LinkNo. → Issue PC Procedures To print system information Busying-Out and Restoring the MLX ModuleTo save report on disk Task List Adding a CTI Link One, see ‘Removing‘ a CTI Link’’ onRemoving a CTI Link Task List Removing a CTI LinkConsole Procedure AuxEquip→CTI Link→Extension→Delete→ Exit→ Issue Learning More GuidesOrdering and Availability System Reference GuidesUsing System Programming Common ElementsAspects of the system Feature Reference Contents and Organization EntriesAppendixes Special ToolsSystem Programming Appendixes User and Operator Guides Common Elements Calling Supervisor’s Guide Data/Video Reference System Guides Information Finder Information Finder Features To learn about Check this guide Display Features LabelingBasics Planning and Programming Features Maintenance and TroubleshootingTo learn about Check this guide Programming, , and Feature System ManagementSystem Programming, Extension Features and Buttons Systemwide BasicsSystem Programming, Chapters 3 Group Features and Buttons System Programming, Appendix HChanging the delay before a call coming to a Feature Setting up or changing the following callingSetting up operator positions Changing the hold timer when operators areAllowing QCC operators to make Changing the types of calls assigned to ringAutomatically Assigning a QCC to act as a message center Feature Reference. See Automatic Feature Reference. See PoolsLines and Trunks ChapterTroubleshooting the System All Phones Are Dead No Dial Tone or Lights Possible Cause 1 The telephones are not receiving power Some Phones Are Dead No Dial Tone or LightsPossible Cause 5 The telephones may be defective Difficulty Making Outside Calls SECURITYlALERT SECURITYlALERT Possible Cause 2 The Do Not Disturb feature is turned on Possible Cause 3 The Forward feature is turned onPhone Does Not Ring Possible Cause 8 The telephone may be defectiveIssue Possible Cause 5 The telephone may be defective Possible Cause 1 The Do Not Disturb feature is turned on DLC Console Not Ringing for Incoming CallsPossible Cause 3 The telephone may be defective Possible Cause 2 The Position Busy feature is turned on QCC Console Not Ringing For Incoming CallsSingle-Line Phones Ring Back after Completed Call Cannot Transfer Call after Answer on an Outside Line Possible Cause 2 The telephone may be defectiveNight Service Not Working Issue Calls Not Going to Voice Mail Expect it to be on, see ‘Night‘ Service Not Working’’ on Possible Cause 5 The voice mail system may not be workingCallers Getting Incorrect Response From Voice Mail Possible Cause 1 The system time may be set incorrectlyCalls Not Going to Coverage Trouble Hearing Called Party Programmed Button FailsPossible Cause 2 The telephone handset may be defective Reminder Messages Received with the Wrong Time Possible Cause The system time may be set incorrectlyRecall/Switchhook Does Not Work Possible Cause 1 The Recall timer may be set incorrectlyCalling Group Members Not Receiving Calls Calls Not Receiving Screen Pop Calling Group Overflow Calls Not Receiving Screen Pop Possible Cause 5 The CTI link is not workingWhat to do Check the CTI link Possible Cause 1 The call was not delivered to an SA buttonSecondary Announcements Not Playing as Programmed 150 Other or Unresolved Problems Merlin Legend Communications System Release Customer Support InformationA Support Telephone NumberFCC Notification Repair Information Installation Operational Procedures Merlin Legend Communications System Release DOC Notification Repair Information DOC Certification No 4095A CSA Certification No. LR Load NoMerlin Legend Communications System Release 56260 Ne dépasseSecurity of Your System Preventing Toll Fraud Toll Fraud Prevention Preventive Measures A-11 A-12 A-13 Security Risks Associated with the Remote Access Feature Other Security Hints Educating UsersEducating Operators Detecting Toll FraudEstablishing a Policy Other Security Hints Choosing Passwords Physical SecurityLimiting Outcalling Limited Warranty Limitation of Liability Remote Administration Maintenance Limitation of LiabilityA-21 A-22 About TelecommunicationsB Telephone Extension EquipmentAbout Telecommunications Telephone Extension Equipment B-2 Transmission Facilities B-4 Switching Equipment Evolution of Switching Offices Telephone service see -3 in , ‘About‘ the System’’B-7 Signaling Signal TransmissionTelephone Numbering Plans B-10 System Capacities Table C-1. Hardware and Software Capacities Limit Constraining FactorTable C-1 Limit Constraining Factor MLXSystem Capacities C-4 System Capacities C-5 Constraining Factors Table C-1Calling Groups Coverage Groups Fax Machines with Message WaitingSystem Operator Consoles Ports not achievable simultaneouslyTelephones not achievable simultaneously Two-Party ConversationsTime slots System Planning Forms Table D-1 Used for Planning Form No Form Title D-3 Removing the Control Unit Housing To remove the control unit housing, see Figure E-1Installing the Control Unit Housing Installing the Top CoverFigure E-2. Installing the Top Cover Top cover Empty moduleInstalling the Front Cover Figure E-3. Installing the Front CoverIndex Star codes, 6-70 to 6-71, 6-73 to 6-74 Analog facilitiesIN-2 Star codes, 6-70 to 6-71, 6-73 to 6-74 Calling supervisor Index IN-3IN-4 Merlin Legend Communications System Release IN-6 Operator, 4-26 to 4-27, 4-29 to 4-31 overview Index IN-7IN-8 Types, 3-26 to 3-27, 3-28 to 3-29 Idle states IN-9Overview, 2-21,3-5 to Index IN-12 Types, 6-5 to Prime lines, 2-17,3-28 to 3-29,4-33Features, 3-30 to 3-31, 8-12 to 8-13 overview Types, 3-27 to 3-28 SecurityApplications, 2-22 to 2-24,4-55 to Role, 1-3 to Using, 7-7 to Forms, 1-4 toIN-18 IN-19 IN-20