Merlin Magix manual needed

[daronwilson]

I've got a simple service call tomorrow and i've never worked on a magix. I'd done all the old classic merlin stuff, plenty of partner, definity, etc. but i don't have a merlin magix manual and i need to get some idea on it by tomorrow. The problem is apparently one phone doesn't ring on incomming calls, and it should/used to.

Anyone have an electronic version of the manual they are willing to share via email or know where i can download one?

daron at wilson dot org

thanks,

Daron J. Wilson, RCDD
Solving 'Real World' problems

 

[tdaugirdas]

You can get all the manuals you want at avaya.com under support, documentation. They are all in PDF format. As for the phone - I would check to make sure it is still programmed to ring (Feature 00, start, view the list of options until you get to ringOptions (the list is alphabetical), press that option and make sure all lines are set to immediate ring. If that is not the issue - I would swap phones at that location with a known good one. If it rings - the problem is with the phone. If not, it could be a wiring issue (doubtful) or

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[daronwilson]

Thanks for the direction, I thought it would be easy but i'm missing something.

The phones are 4412D's i think, didn't see any Feature Key, wasn't quite sure how to get into system programming.

Anyway, i think they phone just lost it's button programming on a couple buttons. They have two buttons for incomming calls, and when i looked at another phone to see what was under that button, this is what i see:

"incoming pick up" - 96800000
"incoming" - 96800004

I went back to the phone in question and those two buttons say 'blank' when button programming is accessed at that phone via the menu. I tried various feature codes trying to get the above string in there, but each attempt resulted in an error.

I'm sure it's simple if you regularly deal with this system, i just didn't want to waste any more of the customers time trying to read the book and guess.


Daron J. Wilson, RCDD
Solving 'Real World' problems

 

[ghostinzman]

on the 4412Ds, you use the menu button to get into programming.

to get into system programming, you need a 4424LD+.

You must assign lines via the system programming mode. You cannot assign lines by dialing a feature or star code at the phone. You can tell a phone to do a directed pick up if needed.

 

[tdaugirdas]

Looks like either no buttons are assigned to the phone (including line and SA buttons) or the phone has gone "bad". If it worked previously - I would suspect a defective phone. To confirm - I would swap phones out and see if the buttons reappear (the programming is actually in the switch - not the phone). If there is no change, then you will have to go into systems programming from the main console to correct the problem through central programming. First try swapping out the phone and report back.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[daronwilson]

Thanks, I hate it when customers do this to me, sorry, but let me share a bit more. It apparently happened when she unplugged this set and took it in the conference room to use it as a speakerphone. She then returned to her office, plugged it in, and then it wouldn't ring on incoming calls. There are serveral SA buttons but i don't remember the layout, those appeared to work fine. It was the incoming and incoming pick up that don't appear to function. It's a 3 hour drive so I will either need to fix it over the phone with her or hand it off to someone closer. Last time this happened, 'they' called her and talked her through reprogramming it from her phone (4412D) from what she explained to me.

Daron J. Wilson, RCDD
Solving 'Real World' problems

 

[tdaugirdas]

If the lines are "gone" from her phone, then they need to be reinstated through central programming. I assume the buttons in question are the third and fourth (from the bottom on the left side). If so, have someone at the operator's 4424LD+ phone press "menu", "system programming", "start", "lines/trunks", "1 through 20",enter her extension number, the display will show with a "green" light each line/trunk assigned to her phone starting with the bottommost left button. If all buttons are blank, press the bottommost left button to turn it green, then the button above it to turn it green, then press "menu" to exit. If they system is set up in "pools" vs. lines/trunks - then choose pools instead of lines/trunks - the process is similar.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[mforrence]

Another possibility is that when she returned to her office - she pluged the phone into a different jack that happened to be connected to a station port - just programmed differently...
Mike

 

[tdaugirdas]

She can probably program those buttons back from her own phone - however you need to know which system line (801, etc. corresponds to "96800000" and "9680004"). If they are in order, then 9680000 is probably trunk 801 and 9680004 is trunk 805. At her phone she needs to press "menu", "Prog", "start", then she needs to press the first missing button she wants to reprogram, "list", use the arrows to scroll alphabetically to "Pkup", press "line", "enter", now enter the line # (I assume 801 - for the first one), then "enter". Then, she should touch the next "missing" button and do the same for trunk 805. Then press "exit" to exit. That will give her "pickup" buttons back. Have her doublecheck that she picked the correct lines by pressing each button to see what line lables show up.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TouchToneTommy]

Buttons don't just disappear when you unplug a phone. Make sure it is the extension they think it is.

Get into programming hy SPKR on an SA button, and dialing #00. Exit by pressing SPKR.

Go into programming on a phone that works the way they want this one to do, and press each button to see what they do, not just what they are labeled.

If you can go to system programming from the console, first go to Extensions, Line Copy, and copy from a good extension to the bad one. Then go to centralized telephone programming and do the same thing. Check the butons again and see if you need to add anything else,

 

[daronwilson]

Buttons don't just disappear when you unplug a phone. Make sure it is the extension they think it is.

Well I do understand your position, the manager has one phone in her office, she said this happened before when she unplugged it and moved it to the conference room, then moved it back AND that they fixed it by talking her through programming on her phone.

Get into programming hy SPKR on an SA button, and dialing #00. Exit by pressing SPKR.

So i can get into system programming by pressing SPKR after hitting an SA button? I'm not clear from your description if that is what you mean for a 4412D.

Go into programming on a phone that works the way they want this one to do, and press each button to see what they do, not just what they are labeled.

Well they are setup different at different positions, at least the buttons are. The trouble call was that her phone no longer rang and that she could not answer incoming calls. I guessed that involved the buttons on her phone that say 'incoming' and again guessed that programming was lost somewhere due to those buttons being not functional and showing up as 'blank' on the button programming. I failed to go to a working phone and try to receive a call, guess i just didn't see that as something i needed to do in order to fix the programming. I did go see what was under the buttons labeled incoming and incoming pick up, that seemed to be what i needed under her buttons labeled the same. bad logic?

If you can go to system programming from the console, first go to Extensions, Line Copy, and copy from a good extension to the bad one. Then go to centralized telephone programming and do the same thing. Check the butons again and see if you need to add anything else,

Thanks, i understand, i was concerned in doing this on a Saturday as soon as i noticed a variety of types of sets and button assignmenets. It's no fun to show up for a service call, do some programming, andhave it be worse than when you started.

Thanks for the suggestions, wish it wasn't a couple hours away or i'd be ready to go try these things pretty quickly. Sorry for my inexperiece in the Magix line, this is the first one i've dealt with and it was pretty short notice.

thanks,


Daron J. Wilson, RCDD
Solving 'Real World' problems

 

[TouchToneTommy]

Hi - sorry I was typing on a PDA before, so my wording was somewhat cryptic.

To get into programming on a Legend/Magix station, especially the 4412's, press SPKR, and dial #00 (while listening to inside dial tone, on an SA button)

To exit, just press SPKR to hang it up.

The problem with Magix and Legend, it usually only the Console has the lines assigned to individual buttons. Anyone else, who is not an Operator position, has some options to receive the incoming calls.

They can have a "primary coverage" button for the Operator's console. They can have a "pool" button for the incoming lines. They can have a "pickup" button with the Operator's extension number to pull a call from the Operator to their phone.

And it all depends on the logic that the original programmer used when setting up the system.

That's why I suggest going to another phone that is able to answer the imcoming calls, and see how they do it. If they press a button, or the calls ring on a particular button, find out what it is. Then try to duplicate it on the bad extension.

Anyway, good luck on this one. They do get better with experience.

 

[CarGoSki]

Well I suppose that if the onboard cpu battery was dead then every loss of power would be a loss of programming. That would explain having to reprogram the lines however the loss of programming would extend to everything else.

I don't suppose that these folks have two digit extensions?

I agree that the likely situation is that the phone is plugged into a different port.

 

[tdaugirdas]

I would go back to my earlier message on having the person reprogram the two pickup buttons - she "lost". Again, I am assuming these two buttons now display as "blank".

Tom Daugirdas,
President
STCG, Inc.
stcg.com