Analog gets no dial tone 1

[SUSANVV]

We have a Merlin 3.0 with 3 analog lines (have had the system and the phones for 2 years with no problems)in the same T/R board. Two have a Polycom SE-225 phone. There is no dial tone on one of the phones. I have checked everything and have even swapped the line with an analog line that worked and know that it is not the phone or anything in between. Apparently somebody pushed something and reprogrammed something and I don't know how to undo what ever they did. The phone will ring but you cannot hear and the phone promptly hangs up. In WinSPM can I just copy the setup of the analog phone that works to the one that doesn't work or is there something special I have to do because it is analog. And is there something else easier that I can try? TIA for any help.

Sue Van V.

 

[TouchToneTommy]

Try a copy from a known working extension to the problem extension. First do a Line Copy under the Extensions menu, then a copy under Centralized Telephone Programming.

If that doesn't get it, do a Print of the Extension, and look for anything out of the ordinary. Print a working extensions as well, and use the compare function to find any differences.

Lastly, change the port and renumber it, since it sounds like you have lots of spares.

 

[1043]

Hook up your cpu to the admin port using winspm and do a print out of the extension and compare it to a work extensions printout.

 

[tdaugirdas]

It also could be that the port on the T/R card has gone "bad" or been disabled by the system. Check the processor error logs for any problems related to the T/R card. Try swapping T/R ports with the "good" extension - and see if the problem follows the port. I would, as a rule, first do a reset and restore of the T/R module in system maintenance - the reset may well correct the problem.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

As TTT suggested, copy first and then PRINT IT OUT and let's see what is going on.

It could be that the Auto Line Select is grabbing a Line that has NO DIAL TONE, rather than getting an INTERCOM (SA) Button.

 

[SUSANVV]

Thanks to everyone for the suggestions. I did a printout and compared it to a working extension. I could find no difference. I Then did the Copy. Same results. I moved the connection to a working port and the phone worked fine so it is something in the board or programming. The light on line 1 does blink periodically just like the good line. This weekend I was going to come in and take the system down and then restart it to see if that helped. I was saving the port renumber as a last resort. I will check some more settings in the mean time. Thanks again.

Sue

 

[tdaugirdas]

Sue - I would simply go into the maintenance menu for the slot that the T/R card sits in - and reset that module, then restore it. It will probably correct your problem. If the problem comes back after a while (days/weeks) - you could have a T/R module that is going "bad".

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SUSANVV]

Thanks again for the info. I have not used Maintenance yet and have a question--will the entire system be idle when I go into maintenance or only the port that I reset? That may determine whether I work this weekend or not. TIA.

Sue

 

[tdaugirdas]

Only the slot you reset will be momentarily out-of-service - until you "restore" it. Should take less than a minute to do the slot reset and restore - just make sure it is the correct slot number (016 T/R module). Press menu, maintenance, slot, enter slot number, reset, enter, back, restore, enter, home.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SUSANVV]

I tried the slot reset to no avail. It still doesn't work. Given that I'm not sure that restarting the system is going to help. I will try that tomorrow anyhow but it looks like I am going to have to renumber the port. It appears that the port is #1. Do I go in through Maintenance, Port? There appears to be 8 ports on the board (4 and 4). Do I renumber 1 first to something other than 1 thru 8 and then renumber port 4 to port 1? TIA for all of your help.

Sue
PS I don't find anything in the error logs to indicate anything definitive.

 

[tdaugirdas]

Now you have me confused. A T/R module has either 12 or 16 ports - not 8. Are you sure you reset the correct module? Go to menu, maintenance, system, inventory. The first screen will show the processor module (slot 0). Press more, and you will see the information for the next module after the processor (slot 1), keep pressing more until you see the T/R module and it's slot number. That is the slot you need to reset and restore - so maybe you reset the incorrect module. Irrespective, you do not renumber the port - you renumber the extension that was plugged into that port (assuming you will now be plugging that extension into a different port on the same T/R module , but still want the to use the old extension number). What is your extension numbering scheme currently? You will first have to determine the current extension number of an empty available port on the T/R module - and using system renumber, single - renumber it to an extension number not currently in use. Then, using the same process, renumber the bad port's extension number to something else (not in use). Then, finally, renumber the good port you plan to use to the old extension number.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SUSANVV]

Sorry, yes there is 16 ports in the configuration of 4 then 4 then 8. I did not count the bottom eight. and yes, I did check and it is slot 6. I determined that from a system report as well as counting the boards-they are numbered the same way hard drives are with 0 being the first. So the analog renumbers just like any other extension. The bad one is 2215. I am not sure any other port besides the three in use were numbered. I have renumbered extensions before. TIA. You will probably hear from me again.

Sue

 

[tdaugirdas]

ALL of the ports in the system are automatically numbered - whether they were ever renumbered in the past or not. If the bad one is 2215, I would try to renumber that port to 7215 or 7115 or 3015. The next one up from it may be 2216 or it could be whatever. Plug a single-line phone into a good port and dail an extension with a display - to see what extension number exists for that port. Renumber that port's extension # back to 2215 - and you are done!

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

Oops - forgot a step - you have to first renumber BOTH the good and bad ports' extension numbers to something else - then renumber them to what you want them to be.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SUSANVV]

Thanks again to all for their help. Renumbering the extension worked fine. The only message that may have been of significance (because I didn't understand the message) in the error logs was a SANITY INT NOT GENERATED and INVALID SANITY RESPONSE. I also don't know how long the phone was out. Thanks again.

Sue

 

[tdaugirdas]

Those two errors indicate a problem with a module that has extension jacks - like your 016 T/R module. The only corrective action is to try to "troubleshoot" and reset the board - which you did. If that fails to correct the problem - then all you can do is program around the "bad" extension port or repair/replace the entire module.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SUSANVV]

Is it likely that it was an event that caused the problem or does this sort of thing just happen over time? And if it just happens over time, should we expect this sort of thing to keep happening every so often? Our system is 2.5 years old. Obviously this is the first system of this kind that we have had so I have no frame of reference. TIA.

Sue

 

[tdaugirdas]

Sometimes it just happens - which is why the slot reset/restore option is built into the maintenance function. Sometimes, the entire system needs to be shut down and restarted to fix a software/hardware glitch. The system is, after all, just a computer - and we know what can happen to computers over time. I would just monitor the 016 T/R from time to time to make sure that the remaining ports are still working properly. I have had to program around "bad" or failing ports in the past - but the rest remained working to this day.

Tom Daugirdas,
President
STCG, Inc.
stcg.com