Lines may become seized and be unavailable for use without indicators/lights on phones showing anything unusual. Troubleshooting is best done when system is idle, to avoid having other calls interfere with test results.
A. If the phone numbers for the individual lines are known, place test calls to each of the numbers.
- If you have the same symptoms, continue with testing the line ports at the control unit.
- If the calls come through OK, then contact the local exchange (LEC)/dial tone provider.
NOTE: If the individual phone numbers are not known, they may be found on the billing statement from dial tone provider, or you may place outgoing test calls (if possible) to somewhere that has caller ID (cell, home phone) and ask them for the number in their display. Otherwise, proceed with the steps below.
A. Test lines with a single line phone.
NOTE: For Merlin Legend and Magix users only.This test procedure can only be accomplished on "Loop Start" lines (the most common type).
1. At the control unit/processor/system box, disconnect a line cord, for a suspected bad line, and plug it into the back/bottom of the single line phone.
2. INCOMING CALL PROBLEMS - From another phone (does not need to be connected to the system), place a call, from a known working line, to the bad line's phone number.
b. Call rings and can be answered from the single line phone. Plug cord back into appropriate port in the system and make another test call to that number.
- - If the problem cleared, there may have been a loose/bad connection.
- - If problem persists, continue with troubleshooting steps below. Also, there may be programming that is preventing the call from going through. You can obtain programming documents by locating your product from the alphabetical list here.
3. OUTGOING CALL PROBLEMS - From the single line phone, make a test call.
a. Still have same symptoms - check the wiring to the demark and/or contact the
b. Call goes through OK. Plug cord back in to appropriate port in the system and make a test call from a system phone. You may want to make several test calls from several different extensions. If the line works from some phones, but not all, there is another problem, not covered by this procedure.
- If the problem cleared, there may have been a loose/bad connection.
- If problem persists, continue with troubleshooting steps below. Also, there may be programming that is preventing the call from going through. You can obtain programming documents by locating your product from the alphabetical list
here.
B. Test lines by swapping (aka: frogging).
NOTE: For Merlin Legend and Magix users.This test procedure can be done for either "Loop Start", or "Ground Start" lines, but DO NOT swap a Ground Start line with a Loop Start line or vice versa. All other systems use Loop Start lines and need not be concerned with mixing lines.
1. At the control unit trade a suspected bad line with a known working line.
a. Example: If line 1 is known to be good and line 2 is bad disconnect both from the control unit and connect the line 2 wire to the line 1 port, and the line 1 wire to the line 2 port.
2. From a system phone, with direct access to lines, test both the line 1 and line 2 buttons (or phone numbers for incoming call problems).
a. If the line 1 button still works and line 2 button still does not, continue with troubleshooting steps below. Also, there may be programming that is preventing the call from going through. You can obtain programming documents by locating your product from the alphabetical list
here.c. If the symptoms clears, where both lines a operating normally, there may have been a bad connection.
3. Return connections to their original location.
C. Busy and release trunks/lines.For Merlin Legend and Merlin Magix users only.
1. Access the Maintenance Menu, then busy out and restore the affected trunk(s).
a. Access the system from either the Programming phone or System Programming and Maintenance (SPM) utility.
Press Menu.
Press Maintenance.
Press Port.
Press Line/Trunk.
Dial the line/trunk number and press Enter.
Press Busy Out to place the line/trunk in maintenance busy mode.
Wait for "Busy Out Successfully Completed" to show in the display
Press Exit orBack.
Press Restore.
Wait for "Restore Complete" to show in the display
Press Exit or Back.
Press Home or Exit to exit programming mode
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Resetting or Rebooting the system can clear a vast array of symptoms. However, there are some things to keep in mind and watch for.
1. If a hard reset (power down/power up) is performed, the system may lose (dump) the custom programming and return to a default state. At that point, depending on the system, calls may ring on every phone or only the main console, there may be access to some lines, but not all and voice mail (if used) will stop functioning. If this happens, the system may need to be completely reprogrammed, unless your system has a back-up and restore capability with a valid file saved.
2. A hard and/or soft reset may clear the symptoms temporarily, only to have the same symptoms return, some time later. If it occurs infrequently, it could be the result of unstable electrical power (brown/black out, electrical storms). However, if the symptoms manifest frequently or you are concerned that there is no explanation for it, the problem should be escalated for repair.
If diagnostics indicate the problem exists outside the Avaya system, refer the problem to the LEC/dial tone provider for additional troubleshooting. However, be aware that depending on the depth of investigation, there may be areas of issue that are NOT the responsibility of the LEC, such as internal wiring.
