Partner ACS, Communications System, Endeavor, II, Plus, Telephones: Lines are out of service

Doc ID    SOLN104641
Version:    11.0
Status:    Published
Published date:    11 Jul 2017
Created Date:    13 Aug 2007
Author:   
Ivona Orcholski
 

Details

All

 

  • One or more lines have No Dial Tone (NDT).
    • Line Assignment (301) programmed incorrectly
    • Line Access Restriction (302) programmed incorrectly
    • Defective phone
    • System needs to be reset
    • Phone or other device is off hook causing line(s) to appear out of service
    • Defective line cord from Demarcation Line (DMARC) to control unit
    • Defective module
    • No dial tone on line
    • Audit tool to run - Partner Advanced Communications System (ACS) Release 3.0 or higher system

Problem Clarification

Lines are out of service.

Cause

..

Solution

 Check the following:

  • Wiring
  • Line Ports
  • Dial tone
  • Programming (Line assignment & line restriction)
  • Defective Phone
  • Another extension off hook
Follow the steps:
  1. Line Assignment (301) is programmed incorrectly
  2. Line Assignment is available on all Partner Plus, Partner II, Partner ACS and Partner Endeavor systems and is not available on Basic Partner systems
  3. This System Programming procedure assigns the outside lines that are available at an extension. The default order of line assignment is from left to right, starting with the bottom row of line buttons on a System Phone

How to program Line Assignment:

Using extension 10 or 11 for Partner II, Partner Plus Release 3 or higher, Partner ACS and Partner Endeavor or using extension 10 only on Partner Plus Release 1 and Release 2:

  1. Press Feature 00
  2. Press System Program (or Left Intercom)
  3. Press System Program (or Left Intercom)
  4. Dial 301
  5. Enter the extension number to be programmed - 10-33 for Partner Plus, 10-57 for Partner II, Partner ACS and Partner Endeavor

    Optional - To remove all existing line assignments, press Remove before step 6
  6. Enter the line number (01-24)
  7. Press Feature 00 to exit programming
Note: On Partner Plus Release 1 and Release 2, enter a single digit for the line: 1-8
 
To assign or remove the line, press:
  • 1 - Assigned
  • 2 - Not Assigned
  • 3 - Select Button
This selection is not available on Partner Plus Release 1 or Release 2. Then press a line button to assign the line to the selected button. If option 3 is used after a line has been assigned, the line moves from the old button to the new button user selects.
 
Follow the steps:
  1. Line Access Restriction (302) is programmed incorrectly
  2. Use Line Access Restriction to restrict access specific outside line(s). This feature will restrict access to the line, whether the line is assigned to the extension or not
  3. Using extension 10 or 11 for Partner II, Partner Plus Release 3 or higher, Partner ACS and Partner Endeavor or using extension 10 only on Partner Plus Release 1 and Release 2
How to check the programming for Line Access Restriction:
  1. Press Feature 00
  2. Press System Program (or Left Intercom)
  3. Press System Program (or Left Intercom)
  4. Press 302
  5. Dial an extension number
  6. Dial a line number
  7. Check the display to see what the current setting is:
  • 1 - No Restriction
  • 2 - Outgoing only
  • 3 - Incoming only
  • 4 - No Access - The line appears on button, but can only be used to pick up a transferred or held call

8.Press Next Item to program another line, or press Feature 00 to exit programming

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Phone or other device is off hook causing lines(s) to appear out of service
  1. Verify whether the system has stopped working in all the systems
  2. Pick up the handset of each phone, press the line that is out and phone has stopped
  3. Put the line on Exclusive Hold
Check for single line devices that may be off hook such as:
  • Fax machines
  • Modems
  • Credit card verifiers
  • Headsets
  • Partner Mail using Outcalling feature

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Defective Phone

  1. Take a phone that is working good and plug it in where the phone is in trouble
  2. If the working phone is not having the same problem then replace the phone that is having trouble
  3. Take the problem phone and plug it into another jack. If it continues to have problems then replace

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Defective line cord from DMARC to control unit:

  1. Swap the line cord with a known working line cord
  2. Determine a defective line cord is the cause of the problem

How to replace the line cord from the DMARC to the control unit:

  1. At the control unit, unclip the modular line cord(s) and replace with working line cord(s)
  2. Follow the line cord(s) from the control unit to the DMARC and unclip them
  3. Replace the complete line cord with a working line cord and plug the line cord in question where the working line cord is connected
  4. Unplug the line with the trouble, and another line that is working
  5. Swap their cords at the control unit
  6. Test both lines to see if the trouble moves from one button to another or stay in the same position on the phone
  7. If the problem moves with the line cord, the line cord is defective and replace
Defective Module:
 
Check the control unit of another module that is used to swap with the non-working module.

Note: If the system is a Basic Partner, or a Partner ACS or Partner Endeavor in a 2-slot carrier, user is not able to swap modules to determine if a defective module is causing the problem.

Sometimes powering the system down and reseating one or more modules can clear a problem.

Modules that can be interchanged:

For lines:
  • Interchange 206, 200, 400 modules in Partner Plus and Partner II systems
  • Interchange 206, 200, 400, and 308 modules in a Partner ACS system (except the processor)
  • Interchange 362EC modules with other 362EC modules in an Endeavor R1 system (except the processor)
  • Interchange 362EC, 200, 400, 206 modules in Endeavor R2 or higher systems (except the processor)

For stations:

  • Swap 206 modules with other 206 modules on Partner Plus, Partner II and Partner ACS R1 systems
  • Swap 206/308 modules in Partner ACS systems
  • Swap 362EC modules with other 362EC modules on Endeavor R1
  • Swap 206/362EC modules on Endeavor R2 or higher

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No Dial tone on line:

 
There are two methods to troubleshoot the lines ahead of the system:

  1. Using a single-line phone or other device:

    1. Take a known working single-line phone or other single-line device with a known working line cord connected to it
    2. Unplug the line cord from the DMARC and plug it into the single line phone/device
    3. Test if the device has same problem. There may be no dial tone coming in from the local dial tone provider
  2. Swap the line cord with a known working line cord from the DMARC to the control unit:
At the control unit:
  1. Unclip the modular line cord(s) and replace with working line cord(s)
  2. Follow the line cord(s) from the control unit to the DMARC and unclip them
  3. Replace the complete line cord with a working line cord and plug the line cord to know where the working line cord is connected
To test:
 
Go to a phone and check the lines. If the problem stays at the same line when a known working line cord is connected, there may be no dial tone on the line

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Audit tools to run - Partner ACS Release 3.0 and higher systems
 
Download system translations:
  1. Run the Audit tool
  2. Upload System Translations

Note: If user is unable to connect to the Partner Remote modem, verify that the PC card is properly installed in the control unit. If it is installed correctly and still cannot connect, power down the control unit and reseat the card.

  1. Using the Partner Remote Diagnostics tool, download the translations of the system
  2. The Audit Tool should be set to run automatically when the translations are loaded. If it is not, close the translation file and set the tool to run automatically, then open the translation file. Re-download the translations
  3. If there are errors, correct them using the Audit Tool, save the corrected file, then upload the corrected translations to the system

Instructions to connect to Remote Administration:

  1. On the File menu, select Connect to Partner System
  2. Select Operator Assisted, and click Next
  3. From a phone connected to the same line as the PC modem, dial the main number for the Partner system
  4. Ask for the Remote Administration Password
  5. Transfer to extension 76, and after the ring, click OK. The extension will ring for about 10 seconds
  6. After the modem is connected, phone is stopped
  7. When prompted, enter the Remote Administration Password
  8. Click OK

Instructions to restore the changes:

After changes are made to the system translations and saved to the file, user can send the changes to the Partner system and activate them. Partner Remote Administration refers to the activation process as a 'restore'.
 
To connect to the Partner system:
  1. On the File menu, select Connect to Partner System
  2. On the Administration menu, select Send System Information
  3. Select the file you want to send and click Open. Sending the information takes about one minute
  4. On the Administration menu, select Restore System Translations. Activating the changes takes about fifteen seconds
  5. Click OK

After the restore process is complete, user will automatically be disconnected from the Partner system, because a system reset will take place.

System need to be reset.
 
Note: System reset procedure will disconnect all users from the calls. Do not use for Partner ACS Release 3.0 or higher procedures
 
There are two ways to reset a system. These methods are referred to as a soft reset and a hard reset. A hard reset is generally preferred, but is not always necessary.

How to perform a hard reset:

If Partner Basic, Partner ACS or Partner Endeavor is in a standalone configuration or 2-slot configuration:
  1. Unplug the power cord from the Alternate Current (AC) outlet for 30 seconds
  2. Plug the power cord back in
  3. Retest
If Partner Plus, Partner II, Partner ACS or Partner Endeavor is in a 5-slot configuration:
  1. Turn off the breaker switch on the upper right hand side of the carrier
  2. Unplug the power cord from the AC outlet for 30 seconds
  3. Push each module In to make sure it is seated tightly in the backplane.
  4. Plug the power cord back into the AC outlet
  5. Turn the breaker back on
If Partner II is in a two-carrier configuration:
  1. Turn off the breaker switch on the expansion cabinet
  2. Turn off the breaker on the primary cabinet. The expansion cabinet is usually located on the right hand side of the system. The primary cabinet is usually on the left
  3. Unplug the power cords from the AC outlets for 30 seconds
  4. Push each Module in to make sure it is seated tightly.
  5. Plug the power cords back into the AC outlets
  6. Turn on the breaker for the expansion cabinet
  7. Turn on the breaker for the primary cabinet

How to perform a soft reset:

  1. Go to extension 10
  2. Press Feature 00
  3. Press System Program (or Left Intercom)
  4. Press System Program (or Left Intercom)
  5. Dial 728

The system will go dead for a few seconds.

Alternate Troubleshooting:
  1. Remove the 'bad' line from the control unit
  2. Insert it into the bottom of a single line phone to see if it has dial tone or not
If it has dial tone, then have a CU problem. If it still does not have dial tone, this proves the problem is away from the system.

Legacy ID

KB01001127

Additional Relevant Phrases

Total out of service. All phones and all lines are dead. Outage System down How to assign lines to an extension Had a lightning strike one line is out of service All phones are down and internet is down

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