Norstar two issues 1

[Hoagers]

Hoping some of you people much smarter than myself could kindly lend a hand in resolving two issues:

#1 - My Norstar will not let me dial out any longer. I can receive calls but not dial out. I've tried for a couple hours to follow PRI routing information that was posted some 4 years ago but my phone does not seem to follow the specific instructions. The cause could well be that there was a power outage as it worked prior but at this point I don't seem able to access anything that looks remotely like a place where I can access the PRI-x area. Any chance someone might know how I could get to that area to check if my system is set on "Pool A" versus "PRI-x"? I am using a M7310 if that matters at all for my admin line.

Secondly -
For some odd reason over the last year the automated attendant's voice when answering all incoming calls seems to have gone very quiet. The record is there but is quite faint, any clues how to possibly resolve that? If these issues sound remotely familiar I'd be happy to provide any/all pertinent information needed from my system in hopes of finding a solution... the system itself is likely 12 or more years old.

Thank you in advance for your time and assistance.

Steve

 

[allworxguy]

You'll need to post the system info

Software version, voice mail model and version. But suggest you call in a pro.

Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990

 

[Hoagers]

Sorry for not being clear and concise -
Unit is a Norstar 616 D5 KSU 6 line purchased on 2002
Voicemail is a Flash2 Startalk 2 port 2 channel (was a new unit). Flash does take messages currently
System version SP:30NTE04 DR5

Note - at this time I'm only running the whole system off of a single line not multiple lines coming in.

Admin phone is the M7310 desk phone is a M7208 it is not the handset giving me any of these issues as I've swapped them out with others I have here.

Though I may not be fully proficient in the software programming on this system right now I was the person who both wired it and set it up initially and possess a far better than average technical background so with hopeful suggestions I'm confident I can tackle this issue without the need to bring in someone else. I've got the thick set-up book here but there is no mention at all about how to access the line assignments or troubleshooting otherwise I'd taken care of this by now.

Again my most urgent issue is the fact that the phone can receive calls but not dial out. I can access a line and get a dial tone but when I press any number pad number it does not recognize the first number pressed then when I continue to dial eventually I get a rapid busy dial tone.

Secondly, and less important, is that my Automated attendant message now seems to be more faint than it was almost hard to heard, this also translates into my voicemail message that is also hard to hear for some reason those volumes are now quite low.

Thank you in advance for any assistance

Yours truly,

Steve

 

[misseditbythatmuch]

First, for the dialing out, have you set your service type correctly for pulse or tone ? If the 616 defaulted, I believe the startup setting is pulse and you may have tone only service.

Log in to programming from M7310. Feature **266344 then programming password.

A. Configuration
1. Trk/Line Data
Show line ___ (start with 01)
Trunk Data
scroll to Dial Mode and then set for either Tone or Pulse.

 

[Hoagers]

Thank you MBTM, you're suggestion is greatly appreciated.

I checked and it seems correct:
Dial mode: Tone
Line Type: Public (options are A,B,C or Public)
Trunk mode: Super

Still the very same issue ugh...

 

[misseditbythatmuch]

Next, take a regular old POTS tone phone and plug it into the emergency jack in the lower right of the KSU. That will connect to Line 1 in a power failure. Power down the KSU and then use the old POTS phone to dial out and be sure that is working. If it works, it rules out a telco office issue and rules out your amphenol wiring.

If that works, power the KSU back up and then.......

Since you are not using all 6 lines, to rule out a line port issue, move your telco line to "line 2" and check line 2 to ensure tone service in programming and see if that acts differently (you may have to add the line to your phone, but in default, lines 1 and 2 are usually ring and appear on each station until you modify programming. Use Feature * 0 (Feature star zero) and then press the line key on your phone to confirm which line it is associated with. When you press a line button, the first two digits to appear in the upper left are line numbers (in your case 01 to 06).

 

[misseditbythatmuch]

I should add that the fantail from the amphenol does not take your lines, they are connected by the rj11 modular jacks on the front of the KSU. However, I have seen some 616's set up to share a split 66 block with both the fantail and then incoming lines so that bridge clips could be used. Sometimes folks mis-count and grab a leg of a station port when they make their cross connects when they try to use pairs 17 to 21 (not a good practice, but I have seen it more than once). What the emergency phone test will tell us is that the KSU is getting a clean line from the telco.

 

[misseditbythatmuch]

Is your telco line also servicing a DSL modem by any chance?

 

[Hoagers]

Now I think you're on to something! I do not have a POTS phone but when I switched the telco over to line 2 it worked perfectly when depressing the second line on my phones. Line 1 when hooked up like it was originally shows "01 MAIN SHOW", I assume that is correct

 

[Hoagers]

I believe it is servicing a DSL modem. ATT Uverse is hooked up to it I'm pretty sure. At this moment I plugged the home line into line 2 and can now dial out by utilizing line two on either of the system phones still not sure why plugging into line 1 creates the issue.

 

[misseditbythatmuch]

Not knowing the history of the KSU, it is quite possible that a lightning strike or some other surge event damaged line port 1. There are many components which are dedicated to a single line on the circuit board, so you could have one or more line ports which are damaged or outright dead and yet others which work just fine.

In your case, unless you plan to max out lines, you can program the phones to use line 02 just fine. Once you name it, the regular user would have no idea whether the outside line was plugged into line port 01 or 02 or 06.

Go into programming an remove line 01 from all sets for both appear / appear and ring and then put all of your descriptors onto line port 2.

While you are at it, you may want to test lines 03, 04, 05 and 06. However, by default, line 01 is the most frequently connected line, so anything that could hit the KSU from a strike to a surge will most likely manifest in the line 01 port.

As for the DSL, if you have an extra DSL filter, try swapping that in and see if your volume levels improve. Sometimes when those fail, you get odd impedance issues.

If you have a butt set, in monitor mode, grab line 02 and have a helper call in and navigate to the voicemail and see if the helper's voice level is much different than the Flash automated prompts. Then do the same on line 01. You may need to set the voicemail to answer for line 02, depending on how you get to it (CFNA vs CCR tree vs GD MBox, etc.).

I think you will end up abandoning line port 01 for all purposes.

 

[Hoagers]

Thank you so much MIBTM for your time and consideration here, if nothing else you were able to assist me in at least making me able to dial out. I'll give the other lines and check and post up here on Monday. I've got a heavy duty surge suppressor on that entire line so I doubt it was a surge or spike but I guess it's possible. I'll toy with the voicemail a bit too and post my results in hopes it may help someone else. So pleased that you took the time versus just guiding me to a service tech that was quite kind

Have a great weekend, you've been a Godsend here

Steve

***Update - I just called in as a client would to my number BOTH issues seem to be resolved! Woo Hoo!!! The voicemail volume is back to perfect, my voicemail message is at the perfect volume, and I can now dial out. The last thing before buttoning it all up will be to move the lines from line 1 then I can put everything back

MIBTM - I'd be happy to send you something for your time and knowledge, let me know.