A guide to some common technical problems

More often than not, a simple fault with a phone system can be easily resolved by using a handset. This guide provides easy-to-follow solutions to the most common faults.

The following information is provided to help you resolve simple faults by using this check list of common problems and errors.

1. My phone cannot answer an incoming call
2. I cannot dial out - system shows access denied
3. I cannot ring a certain extension
4. My fax doesn't answer incoming calls
5. I have programmed a speed dial number but other people cannot use it
6. When I dial out I don't get any dial tone and my call fails
7. My Alarm line is not working
8. My PDQ is not working
9. My display shows DVU warning memory full
10. My Display does not show the incoming number
11. Two Extensions seem to have moved

1. My phone cannot answer an incoming call

Checklist:

• Can you call the phone internally?
• Can you make a call from it to an external number?
• Did this phone ring with incoming calls previously?
• When did this happen?
• Have you changed any phones around?

Action:

• Assuming an internal call can be made then it may be that the phone does not have a loop or line key.

Please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

2. I cannot dial out – system shows access denied

Checklist:

• Can you make internal calls?
• Can the phone accept incoming calls?
• Was the phone able to make outgoing calls previously?
• Does it have an interrupted dial tone?

Action:

The phone may have had its Class of Service Changed (COS). This can be changed back by doing the following:

• press Trans 2
• Press 2
• Press Hold Save or OK

If you are still experiencing problems, please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

3. I cannot ring a certain extension

Checklist:

• Pick up the phone you are trying to call
• Check the following:

  is the dial tone interrupted?

  Is the phone diverted / in do not disturb?

Action:

• Assuming interrupted dial tone, press 54# or 53# at the problem phone
• If action above fails try Dialing 68# - the UCD DND or log out code.

If you are still experiencing problems, please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

4. My fax doesn't answer incoming calls

Checklist:

• Can you call the fax extension?
• Does it answer the call?
• Can you dial the fax number externally - do you hear the ringing out?
• Can you answer the incoming call at the Fax even though the fax is not ringing?

Action:

• Assuming you can call the fax ext internally and externally the problem is with the fax.

If you are still experiencing problems, please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

5. I have programmed a speed dial number but other people cannot use it

Checklist:

• What 'bin number' did you store the telephone number at?

Action:

• If the bin number is below 21 the number has been saved at a personal table only available to that extension.

If you are still experiencing problems, please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

6. When I dial out I don't get any dial tone and my call fails

Checklist:

• What line are you dialling out on? (look at the display)
• Try dialling out on a different line

Action:

• This may be a problem with the telephone line
• This may be a problem with the telephone line provider / exchange, such as BT

If you are still experiencing problems, please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

7. My Alarm line is not working

Checklist:

• Check that the line is correctly connected to the system.
• If so it will be connected to an SLT port and may need to be set to dial 9.

Action

• The alarm company engineer may need to speak to our office before connecting to the system to ensure they use an SLT port and not a digital port.

If you are still experiencing problems, please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

8. My PDQ is not working

Checklist:

• Check that the PDQ is correctly connected to the system
• Connected to an SLT port
• The PDQ may need to be set to dial 9

Action:

• Call the supplier of the PDQ and ask them how to program a 9 in-front of the number the PDQ dials for access to the bank computer.
• This is normally a user program feature.

If you are still experiencing problems, please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

9. My display shows DVU warning memory full

Checklist:

• Do any phones have the call back light flashing?
• If not pick up each phone and listen for broken dial tone which indicates a message is at that extension.

Action:

If the phone has a broken dial tone:

• press the call back button and listen to message
• put phone down or press conf to clear message.
• If no call back button lift handset and dial 57 to clear each message.
• This is normally a user program feature.

If you are still experiencing problems, please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

10. My Display does not show the incoming number

Checklist:

• Has it shown this before ?

Action:

• System needs to be switched on to show the incoming number.
• If number shown before, it may have been removed at the exchange
• If it has not been on previously it may need ordering via Network Billing Services.
• If the lines are analogue, check if the service is enabled from the exchange by dialing *#234#.

If you are still experiencing problems, please go through the checklist and then call Network Digital on 0871 230 9393 for further support and advice.

---

11. Two Extensions seem to have moved

Checklist:

• Have they been moved i.e. unplugged and plugged in different sockets ?
• A feature code may have been used in error to swap extensions

Action:

• The feature code is 31 and 32 to move, also 561 and 562
• This is a feature on Nexers and IPLDK20 pre 3.7 systems and this situation can be created in error when a user dials a number without the 9 and the first digits co-incide with the feature code.