Merlin 206, Merlin 410, Merlin 820: One phone and all lines are OOS

Possible solutions include:

• Program line assignment (FP2 only)
• Check if Call Restriction is administered incorrectly (FP1 only)
• Check for Call Restrictions (FP2 only)
• Check if ringing options are programmed incorrectly (FP1 and FP2)
• Reset the phone
• Replace defective phone
• Replace defective mounting cord
• Repair defective wiring
• Reset the system
• Reseat/replace defective (FP1 and FP2)
• Reseat Module (820 only)
• Replace defective Module (820 only)

Possible causes include:

• Line Assignment is programmed incorrectly (FP2 only)
• Call Restriction is administered incorrectly (FP1 only)
• Call Restriction is programmed incorrectly (FP2 only)
• Ringing options are programmed incorrectly (FP1 and FP2)
• Phone needs to be reset
• Defective phone
• Defective mounting cord
• Defective wiring
• System needs to be reset
• Defective Feature Package (FP1 and FP2)
• Module needs to be reseated (820 only)
• Defective Module (820 only)

Line Assignment programmed incorrectly

To program line assignment on a Merlin 206, 410 or 820 with Feature Package 2:

Locate the Control Unit and remove the dust cover.

The system must be in the Administration Mode by flipping on the Admin switch at the Control Unit.

On a Merlin 206 and 410 system, under the power light, there is a row of tiny white DIP switches. The Admin switch is the far-left DIP switch. Flip that switch into the Admin position, which is down.

On a Merlin 820 the Admin switch is located on the far left-hand side of the Control Unit right below the warning/power lights. This switch will be labeled 'Admin/Normal'. Flip the switch to Admin.

This is system programming and must be administered from extension 10:

1. Hang up the handset.
2. Slide the T/P switch down to 'P' for program; the telephone will flash and ring.
3. Dial #01; the telephone will stop flashing and ringing.
4. Dial the intercom number of the telephone you want to add lines to or remove lines from.

Note: The telephone you want to add lines to or remove lines from must be idle.

5. The green light will turn on next to the lines that are already assigned to that telephone.
6. Press only the line buttons and remove all of the green lights.

Note: You must remove all the green lights before making any changes to line assignment.

7. Press the line buttons one by one and put the green lights back on the lines that should be assigned to this telephone.
8. Dial #01.
9. Repeat steps 4-8 for any other telephone that needs to be programmed.
10. Slide the T/P switch back to the center 'dot' position.
11. Turn the Admin switch off.

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Call Restriction administered incorrectly

You have a little white DIP switches, which are numbered, on the left-hand side of the Control Unit above the station ports.

To restrict a particular telephone from making outside calls, set the switch for that telephone to no (down). This telephone will not be able to make any outside calls, local or long distance.

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Call Restriction programmed incorrectly

To check for Call Restrictions:

Merlin 206, 410 or 820 with Feature Package 2:

This is system programming and must be done from extension 10.

Make sure the Administer switch is set to ADMIN. Go to extension 10, and complete the following steps:

1. Hang up the handset.
2. Slide the T/P switch to the 'P' position; the telephone will flash and ring.
3. Press the Administer button or dial #01l; the telephone will stop flashing and ringing.
4. Dial the intercom number of the telephone you want to restrict.
5. Press the Restrict button, which is also the Intercom button. This is located directly above the Conference button.
6. Press the Restrict button until the user gets a steady green light, a flashing green light, or no green light:

• Steady green light on = Unrestricted (all calls permitted).
• Flashing green light = Toll Restricted (local and intercom calls only).
• No green light = Outward Restricted (intercom calls only).

7. Press the Administer button or dial #01.
8. Slide the T/P switch back to the center or dot position.

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Ringing options are programmed incorrectly

This is individual programming and can be done from the telephone you need to change the option on.

1. Put me on Hold.
2. Hang up the handset.
3. Slide the T/P switch to 'P' for program; the telephone will flash and ring every 5 seconds.
4. Check the red light next to each line button:

• Steady red = Immediate Ring.
• Flashing red = Delayed Ring.
• No red = No Ring.

5. Press the line button to be programmed until you get the type of ringing you want.
6. Slide the T/P switch back to the center or dot position.
7. Take me off Hold.

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Phone needs to be reset

For a telephone: Unplug the gray cord from the line port in the bottom of the telephone for 10-15 seconds and then plug it back in.

For a Phone/Fax/Copier (PFC): Unplug the gray cord from the line port located on left side of the PFC, labeled 'voice', then plug it back in.

For an MLC-5 Cordless telephone: Make sure the handset is placed in the base unit before unplugging the gray cord from the base unit. Leave unplugged for 10-15 seconds and then plug back in.

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Defective phone

Before replacing the phone, you may want to verify the ends of the mounting cord are firmly plugged into the jack and the phone.

How to test:

1. Unplug the mounting cord from the non-working phone.
2. Plug the mounting cord into a working system phone.
3. Test the phone.

If the trouble clears then the phone will need to be replaced.

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Defective mounting cord

Take another gray telephone cord off a working jack and put it into the original jack. Next, hook up a working telephone to the new gray cord.

If the trouble clears then the mounting cord will need to be replaced.

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Defective wiring

1. Take a working Merlin telephone with the gray mounting cord attached to the Control Unit.
2. Take off the dust cover and unplug the corresponding cord from the station port representing the intercom number that is having the problem.

• On the M20, the station ports are numbered 0 through 5.
• On the M41, the station ports are numbered 10 through 19.
• On the Merlin 820, the station ports are numbered 10 through 29.

3. Plug the Merlin telephone directly into the station port.
4. Pick up the handset.
5. Press a line button, listen for dial tone, and try to use telephone.

Note: It is always a good idea for you to reconnect everything like it was before and test the jack wiring one more time. Sometimes a problem will correct itself by unplugging everything and reconnecting it.

If the phone works when plugged into the station port but not when plugged into the wall jack the wiring will need to be repaired.

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System needs to be reset

Locate the Control Unit.

If you do not know where the Control Unit is located you might want to check in a back room, a hallway, a closet, a warehouse, basement, or storage room.

Powering down a Merlin 206 or 410 Basic system or with a Feature Package 1 or 2:

1. There is no power switch on the Control Unit.
2. Find the power cord. This will be a thick black or gray three-pronged cord coming from underneath the Control Unit.
3. Follow the three-pronged power cord to the A/C outlet and unplug it. Wait 60 seconds and plug it back into the A/C outlet. The warning and power lights will come on. These are located on the top left-hand side of the Control Unit. After a few seconds, the warning light should go off.
4. Check to see if the trouble has cleared.

Powering down a Merlin 820 Basic or with a Feature Package 2:

1. Take the black dust cover off. Grip the side of the black dust cover and gently pull towards you.
2. On the left-hand side of the Control Unit, there is a panel with an On/Off switch with a power cord located below it.
3. Turn the switch off.
4. Wait 60 seconds and turn the On/Off switch back on. The warning and power lights will come on. These are located on the top left-hand side of the Control Unit. After a few seconds, the warning light should go off.
5. Check to see if the trouble has cleared.

Check the user's history to determine if temporary system failure is a recurring trouble. Also, advise user to let us know if they have continuous or repeated problems with static electricity in the future. If so, it is necessary to find the actual cause before advising of preventative measures.

The term 'static' has been used to encompass many more technical terms (i.e., Electro-Static Discharge (ESD) Electro-Magnetic Interference (EMI), Radio Frequency Interference (RFI), power fluctuations, Sag/brown outs, power surges). The use of these terms, however, does not usually ease the concern of the user. The user is usually concerned as to the frequency with which the trouble occurs, and what can be done to prevent future troubles. The ASR should help the user determine the real cause before offering suggestions for prevention.

All systems will operate with some performance degradation at 96 Voltage regulated meter setting (Vrms) and the frequency should be 60 +/- 0.1Hz. The Merlin Plus system operates properly between 99 and 129 Vrms - preferably 110 volts. All systems should remain functional during any brownout conditions.

If the user indicates dissatisfaction with the system due to static problems, explain that Avaya has top of the line equipment and use gold-plate and platinum in the systems to help prevent these problems. All electronic equipment, including computerized telephone systems, are subject to static problems. Very few, if any, other companies warrant the equipment against such potential problems.

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Defective Feature Package

1. Unplug the power cord and/or turn off the power switch at the Control Unit.
2. Remove the Feature Package, which is located on the top, right-hand section of the Control Unit, and leave it out.
3. Plug the power cord back in and/or turn the power switch back on at the Control Unit.

If the problem clears, reseat the Feature Package. Sometimes reseating the Feature Package will clear the problem. If the problem returns after reseating the Feature Package then it will need to be replaced.

Comcodes:

Feature Package 1 Comcode # 103969234
Feature Package 2 Comcode # 103967469

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Module needs to be reseated

To change station modules on a Merlin 820:

1. Determine which extension number is not working (i.e., in the Merlin 820, the stations will be labeled 10,11,12,13,14,15, etc,).
2. Power down the control unit. Go to the Control Unit and take the black dust cover off. The power switch is located on the left-hand side of Control Unit. Make sure no one is using the telephone system because they will be disconnected. Turn the power switch to the off position. The system will go dead.
3. The 2 X 5 modules are located in the center of the Control Unit. The modules will be labeled (e.g., 'Voice Terminals 10-14' at the top and 'Lines A, B' at the bottom). Refer to the particular module that is having problems.

Note: Before removing any modules from the Control Unit, mark the station cords with the corresponding extension numbers and unplug them from the station modules. After swapping the modules the station cords will need to be plugged back into the corresponding station ports.

4. Above the word 'Voice Terminals' is a black hook. Place your finger under the hook and pull down. You will then be able to see the actual 2 X 5 expansion module.
5. In the middle of this 2 X 5 module, there will be a silver pull ring. Place your finger in this silver pull ring and pull it towards you. The module will slide out.
6. After pulling out the module, you will have to do the same thing to another expansion module in the Control Unit. If you do not have another station module to swap out, move the module to another slot in the Control Unit.
7. At this point, you will just swap positions with the other expansion module.
8. Slide the modules back into the Control Unit and plug the line cords back in.
9. Power the Control Unit back up by turning the power switch back to the on position.
10. The green power light and the red warning light will come on. After a few seconds the red warning light should go off. These lights are located in the upper left-hand corner of the Control Unit.

If the problem clears then reseating the module fixed the problem.

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Defective Module

To change station modules on a Merlin 820:

1. Determine which extension number is not working (i.e., in the Merlin 820, the stations will be labeled 10,11,12,13,14,15, etc,).
2. Power down the control unit. Go to the Control Unit and take the black dust cover off. The power switch is located on the left-hand side of Control Unit. Make sure no one is using the telephone system because they will be disconnected. Turn the power switch to the off position. The system will go dead.
3. The 2 X 5 modules are located in the center of the Control Unit. The modules will be labeled (e.g., 'Voice Terminals 10-14' at the top and 'Lines A, B' at the bottom). Refer to the particular module that is having problems.

Note: Before removing any modules from the Control Unit, mark the station cords with the corresponding extension numbers and unplug them from the station modules. After swapping the modules the station cords will need to be plugged back into the corresponding station ports.

4. Above the word 'Voice Terminals' is a black hook. Place your finger under the hook and pull down. You will then be able to see the actual 2 X 5 expansion module.
5. In the middle of this 2 X 5 module, there will be a silver pull ring. Place your finger in this silver pull ring and pull it towards you. The module will slide out.
6. After pulling out the module, you will have to do the same thing to another expansion module in the Control Unit. If you do not have another station module to swap out, move the module to another slot in the Control Unit.
7. At this point, you will just swap positions with the other expansion module.
8. Slide the modules back into the Control Unit and plug the line cords back in.
9. Power the Control Unit back up by turning the power switch back to the on position.
10. The green power light and the red warning light will come on. After a few seconds the red warning light should go off. These lights are located in the upper left-hand corner of the Control Unit.

If the problem follows the module then the module will need to be replaced.

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