Avaya MLX-16 - sometimes rings, sometimes does not 2

[LePivert]

One of our employees brought the following problem to my attention, which I observed myself.

First, the desk unit is a MLX-16. We use Merlin Messaging - an older version (says Release 1.0 on my Quick Reference Guide - 1999).

When someone calls the extension, it sometimes rings and the green light flashes next to the button programmed for her extension.

I tried calling to her extension (using a phone at another desk) and it worked perfectly.

At other times, for no apparent reason, the call will come through, the green light will flash, and she can pick up (if she sees the green light flashing) and take the call. Each party can hear each other just fine.

I called another time and observed exactly what I've just described.

So far, I have tried disconnecting and reconnecting all the cords, but that did not resolve the issue.

I was considering swapping out the unit with another but we have no spare units, just 3 MLX-16 used by other staff members (who would rather not be hassled - higher up on the totem pole).

I'm guessing it has to be the unit, right?

No one else is having the issue and it DOES work some of the time.

Any ideas?

Thanks in advance!

 

[LePivert]

I should have added here:

"At other times, for no apparent reason, the call will come through, the green light will flash, and she can pick up (if she sees the green light flashing) and take the call. Each party can hear each other just fine."

But the phone does not RING.

 

[Telecomboy]

It's probably the phone then. You could swap it with another just to make sure.

 

[TouchToneTommy]

Is it always on the same button?

Inspect each SA button, make sure they are SAR or SAV or SAOO followed by -I

 

[LePivert]

Inspect the SA buttons...?

I'm not sure how to do that.

But if until a day or two ago, the phone was working fine (and we've had it a good half a year), wouldn't they be what they should be? No one has changed anything intentionally.

 

[Dexman]

If the extension has an "Inspect" button programmed, you can press it and then press the "SA" (intercom) buttons to see if they are set for immediate ring "I".

You can also enter Inspect mode via the programming buttons near the LCD.

I "FEATURE 00

 

[TouchToneTommy]

Speaker, #00, then press each button and look at the display, then Speaker to exit.

 

[LePivert]

The button in question shows this in the LCD display:

SysAcc Ring -I

The other buttons have the same setting, except for those that are blank (not programmed) and one Primary Coverage button like this:

PrmryCov 111 -I

That's not exactly what's mentioned in the post above, but I'm guessing it's the equivalent of "SAR".

 

[TouchToneTommy]

If all of the system access buttons end in -I, they are set for immediate ring. You'll never find the problem if you don't start swapping one thing at a time.

Swap the phone with another to see if the problem stays or follows.
Change the extension port (you can renumber so it will be the same), see if it stays or follows.
Do one thing at a time, and note the results.

 

[merlinman]

What I usually find is the ABBREVIATED RING (normally set to YES by default) is the only problem.

It works like this; If the phone is IDLE, then it will ring and the line will flash, If it is in use, then it will make 1 quick little chirp, and the light will flash.

99 times out of a 100 (or more) this is the problem.

Without telling the person, you can change it to OFF and then check back in a few days. They will say; "It's been working fine for the last few days".

That's my thought on the matter.

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com

 

[LePivert]

I tried another phone (another MLX but not identical model).

That phone rings just fine, internal or external calls.

I put the other phone back and it still will not ring (but lights flash and if you pick up you can communicate).

Called the reseller and they said they will send another phone, since warranty is still valid.