newbie question for non-working 500 line used for faxing

[crystaldre]

I've been handed my companies phone system and what I was taught was the very basic info on how our phone system works and how to go about setting up phones. So far everything has gone to plan and I've gotten somewhat familiar in how to troubleshoot the basic connection stuff. However, I've come upon a problem with one of our fax lines.

The fax lines we use are 500 phonelines as in the following example.

Reqrt
Type: 500

Our main fax line worked for many years and it was somehow disconnected and wasn't used for about a month. About a week ago I tried re-enabling the TN and it worked fine. There was a dial tone and I was able to dial out. But unfortuneatley that's all that worked. Outgoing calls, and or faxes worked perfectly, however anyt incoming fax or call didn't. I tried calling the number, but all I get is ringing and no answer. Even when I call the DN and check the fax machine, it's as though the call isn't getting to the machine. We've gone as far as buying a brand new fax machine thinking the old one had finally died, but unfortuneatley that's not the case.

So far i've tried doing an OUT of the TN. Copying an existing and working 500 line TN, then changing the DN back to the original number, and still the same thing happens, nothing picks up. I've made a new 500 line in LD 10 and still nothing happens.

So my question is. How do I continue to troubleshoot this? Where do I look. What other, if any, tests can I try to see what's going on here.

Like I said, my knowledge of the phone system is VERY minimal. So if you respond to this, please be as discriptive as possible. Many many many thanks in advance.

 

[acewarlock]

From the fax Dial your Attendant to see what number your calling from, you may have the wrong number on that jack.



was the fax number that you called from the outside a COT line or was it a DID?

 

[johnpoole]

dial 0 or call a display set, your not on the correct tn, even if a analog phone is unplugged for a decade, it will not diasble without the disu command

john poole
bellsouth business
columbia,sc

 

[svhtech]

Did you try to put a phone on the line and call it ? I find that sometimes fax machines come set for manual ans. and needs to be set to auto-answer.

 

[crystaldre]

The machine has in integrated phone on it, and when I call it, it shows up as one of our main line numbers. And I also set the fax machine to an auto-answer and still the calls just don't make it to the phone. It's almost like when the calls come in they're being routed somewhere else.

 

[Reusser]

when you dial from the FAX do you need to enter a access code like when you dial from your phones?

have you just dialed an extension? (only 3 or 4 or 5 digits) - what does the display say?

The earlier posts are correct - you need to findout what extension the FAX is on or if it bypasses the switch.

 

[crystaldre]

I don't understand what that means, "find out what extension the fax is"...??? The extension is 3420 so the phone number would be "650-XXX-3420". If this isn't what you guys mean by it, ellaobrate please, like i said, i'm pretty green when it comes to this phone system stuff.

 

[wdhb]

so if as johnpoole suggested, you call a display phone or attendant consol, from the fax, do you see extn 3420 displayed. if it does show as 3420, try attaching a phone to the Tn & & see if that works. This will prove the extn circuit card.

 

[coniglio]

are you sure 3420 is a direct dial number? When you call out on the machine does the caller ID on the phone you're calling show area code plus exchange plus 3420? 650-xxx-3420? You said it showed up as one of your main line numbers, but it's not clear what you mean by main line number. what happens if you dial 2430 internally (just the four digits)?

 

[PMcCallum50]

Is there a Ring Generator Card in the Loop?