AT&T MERLIN LEGEND Communications System Release 2.0 Maintenance And Troubleshooting Manual

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Page 1

AT&T 555-620-143 Issue 1 October 1992

AT&T

MERLIN LEGEND

Communications System Release 2.0

Maintenance and Troubleshooting

Page 2

AT&T 555-620-143

Issue 1

October 1992

Notice

Every effort was made to ensure that the information in this book was complete and

accurate at the time of printing. However, information is subject to change.

Federal Communications Commission (FCC) Electromagnetic Interference Information

This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide

reasonable protection against harmful interference when the equipment is operated in a

commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense.

Canadian Department of Communications (DOC)

Interference Information

This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications.

Le Présent Appareil Numérique n’émet pas de bruits radioélectriques dépassant Ies Iimites applicable aux appareils numériques de la class A prescribes clans Ie Réglement

sur Ie brouillage radioélectrique édicté par Ie ministére des Communications du Canada.

Trademarks

Magic On Hold and Megacom are registered trademarks, and MERLIN LEGEND, MLX-10, MLX-10D, MLX-20L, and MLX-28D are trademarks of AT&T in the U.S. and other countries. Phillips is a registered trademark of the Phillips Screw Company.

UNIX is a registered trademark of UNIX System Laboratories, Inc.

Support Telephone Number

AT&T provides a toll-free customer Helpline (1-800-628-2888) 24 hours a day (U.S.A. only). Call the Helpline, or your authorized dealer, if you need assistance when

installing, programming, or using the system.

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Contents

About This Book

■

Intended Audience

■

Conventions

■

Product Safety Labels

■

IMPORTANT SAFETY INSTRUCTIONS

When installing telephone equipment, always follow basic safety precautions to reduce the risk of fire, electrical shock, and injury to persons, including:

Read and understand all instructions. Follow all warnings and instructions marked on or packed with the

product. Never install telephone wiring during a lightning storm. Never install a telephone jack in a wet location unless the jack is

specifically designed for wet locations. Never touch uninsulated telephone wires or terminals unless the

telephone wiring has been disconnected at the network interface. Use caution when installing or modifying telephone lines.

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Use only AT&T-manufactured MERLIN LEGEND™ Communications System circuit modules, carrier assemblies, and power units in the MERLIN LEGEND Communications System (51 1A) control unit.

Use only AT&T-recommended/approved MERLIN LEGEND Communications System accessories.

If equipment connected to the analog station modules (008, 408, 408 GS/LS) or to the MLX telephone modules (008 MLX, 408 GS/LSMLX) is to be used for in-range out-of-building (IROB) applications, IROB protectors are required.

Do not install this product near water, for example, in a wet basement location.

Do not overload wall outlets, as this can result in the risk of fire or

electrical shock. The MERLIN LEGEND Communications System is equipped with a

three-wire grounding-type plug with a third (grounding) pin. This plug will fit only into a grounding-type power outlet. This is a safety feature.

If you are unable to insert the plug into the outlet, contact an electrician to replace the obsolete outlet. Do not defeat the safety purpose of the grounding plug.

The MERLIN LEGEND Communications System requires a supplementary ground.

Do not attach the power supply cord to building surfaces. Do not allow anything to rest on the power cord. Do not locate this product where the cord will be abused by persons walking on it.

Slots and openings in the module housings are provided for ventilation. To protect this equipment from overheating, do not block these

openings. Never push objects of any kind into this product through module

openings or expansion slots, as they may touch dangerous voltage points or short out parts, which could result in a risk of fire or electrical shock. Never spill liquid of any kind on this product.

Unplug the product from the wall outlet before cleaning. Use a damp cloth for cleaning. Do not use cleaners or aerosol cleaners.

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Customer Support Information

Support Telephone Number

In the U.S.A. only,

24 hours a day. Call the Helpline, or your authorized dealer, if you need assistance

when installing, programming, or using your system. Outside the U. S.A., if you need assistance when installing, programming, or using

your system, contact your authorized AT&T dealer.

Federal Communications Commission (FCC) Electromagnetic Interference Information

This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense.

Canadian Department of Communications (DOC) Interference Information

This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications.

AT&T provides a toll-free customer Helpline ( 1 -800-628-2888)

Le Présent Appareil Numérique n’émet pas de bruits radioelectriques depassant Ies Iimites applicable aux appareils numériques de la class A prescribes clans Ie reglement sur Ie brouillage radioelectrique edicté par Ie ministère des Communications du Canada.

Customer Support Information

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Customer Support Information

FCC Notification and Repair Information

This equipment is registered with the FCC in accordance with Part 68 of its rules. In compliance with those rules, you are advised of the following:

Means of Connection. Connection of this equipment to the telephone network shall be through a standard network interface jack: USOC RJ11C, RJ14C,

RJ21X. Connection to E&M tie trunks requires a USOC RJ2GX. Connection to off-premises stations requires a USOC RJ11C or RJ14C. Connection to 1.544Mbps digital facilities must be through a USOC RJ48C or RJ48X. Connection to DID requires a USOC RJ11C, RJ14C, or RJ21X. These USOCs must be ordered from your telephone company.

This equipment may not be used with party lines or coin telephone lines. Notification to the Telephone Companies. Before connecting this equipment, you or your equipment supplier must notify your local telephone company’s business office of the following:

The telephone number(s) you will be using with this equipment. The appropriate registration number and ringer equivalence number (REN), which can be found on the back or bottom of the control unit, as follows:

If this equipment is to be used as Key System, report the number

AS593M-72914-KF-E.

If the system provides both manual and automatic selection of incoming/outgoing access to the network, report the number AS593M-72682-MF-E.

If there are no directly terminated trunks, or if the only directly terminated facilities are personal lines, report the number AS5USA-65646-PF-E. The REN for all three systems is 1.5A.

For tie line connection, the facility interface code (FIC) is TL31M and the service order code (SOC) is 9.0F.

For connection to off-premises stations, the FIC is OL13C and the SOC is 9.0F. For equipment to be connected to 1.544-Mbps digital service, the FIC is 04DU9-B for D4 framing format or 04DU9-C for extended framing format, and the SOC is 6.0P. For equipment to be connected to DID facilities, the FIC is 02RV2-T and the SOC is 9.0F. The quantities and USOC numbers of the jacks required. For each jack, the sequence in which lines are to be connected: the

line types, the FIC, and the REN by position when applicable. You must also notify your local telephone company if and when this equipment is permanently disconnected from the line(s).

The REN is used to determine the number of devices that may be connected to the telephone line. Excessive RENs on the line may result in the devices not

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Customer Support Information

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Customer Support Information

ringing in response to an incoming call. In most, but not all, areas the sum of the RENs should not exceed five (5.0). To be certain of the number of devices that may be connected to the line, as determined by the total RENs, contact the telephone company to determine the maximum REN for the calling area.

Installation and Operational Procedures

The manuals for your system contain information about installation and operational procedures.

Repair Instructions. If you experience trouble because your equipment is malfunctioning, the FCC requires that the equipment not be used and that it be disconnected from the network until the problem has been corrected. Repairs to this equipment can be made only by the manufacturers, their authorized agents, or others who may be authorized by the FCC. In the event repairs are needed on this equipment, contact your authorized AT&T dealer or, in the

U.S.A. only,

1-800-628-2888. Rights of the Local Telephone Company. If this equipment causes harm to the telephone network, the local telephone company may discontinue your

service temporarily. If possible, they will notify you in advance. But if advance notice is not practical, you will be notified as soon as possible. You will also be

informed of your right to file a complaint with the FCC. Your local telephone company may make changes in its facilities, equipment,

operations, or procedures that affect the proper functioning of this equipment.

If they do, you will be notified in advance to give you an opportunity to maintain

uninterrupted telephone service. Hearing Aid Compatibility. The custom telephone sets for this system are compatible with inductively coupled hearing aids as prescribed by the FCC.

Automatic Dialers.

MAKING TEST CALLS TO EMERGENCY NUMBERS:

Direct Inward Dialing (DID).

This equipment returns answer supervision signals to the Public

Switched Telephone Network when: (1) (2) (3)

(4)

contact the National Service Assistance Center (NSAC) at

WHEN PROGRAMMING EMERGENCY NUMBERS AND/OR

Remain on the line and briefly explain to the dispatcher the reason for the call. Perform such activities in off-peak hours, such as early morning or late evening.

answered by the called station answered by the attendant routed to a recorded announcement that can be administered by the customer premises equipment user routed to a dial prompt

Customer Support Information

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Customer Support Information

This equipment returns answer supervision on all DID calls forwarded

back to the Public Switched Telephone Network. Permissible exceptions are when: (1) (2)

(3)

Allowing this equipment to be operated in such a manner as not to provide proper answer supervision signaling is in violation of Part 68 rules.

DOC Notification and Repair Information

NOTICE: The Canadian Department of Communications (DOC) label identifies certified equipment. This certification means that the equipment meets certain telecommunications network protective, operational, and safety requirements. The DOC does not guarantee the equipment will operate to the user’s satisfaction.

Before installing this equipment, users should ensure that it is permissible to connect it to the facilities of the local telecommunications company. The equipment must also be installed using an acceptable method of connection. In some cases, the company’s inside wiring for single-line individual service may be extended by means of a certified connector assembly (telephone extension cord). The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations.

a call is unanswered a busy tone is received a reorder tone is received

Repairs to certified equipment should be made by an authorized Canadian

maintenance facility designated by the supplier. Any repairs or alterations made by the user to this equipment, or any equipment malfunctions, may give the telecommunications company cause to request the user to disconnect the equipment.

Users should ensure for their own protection that the electrical ground connections of the power utility, telephone lines, and internal metallic water pipe system, if present, are connected. This precaution may be particularly important in rural areas.

CAUTION: Users should not attempt to make such connections themselves, but should contact the appropriate electrical inspection authority or electrician, as appropriate.

To prevent overloading, the Load Number (LN) assigned to each terminal device denotes the percentage of the total load to be connected to a telephone loop used by the device. The termination on a loop may consist of any combination of devices subject only to the requirement that the total of the Load Numbers of all the devices does not exceed 100.

DOC Certification No.: 230 4095A CSA Certification No.: LR 56260 Load No.: 6

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Customer Support Information

Renseignements sur la notification du ministère des Communications du Canada et

la réparation

AVIS: L’étiquette du ministère des Communications du Canada identifie Ie materiel

homologué. Cette étiquette certifie que Ie materiel est conforme à certaines normes de protection, d’exploitation et de sécurité des réseaux de telecommunications. Le Ministère n’assure toutefois pas que Ie matériel fonctionnera à la satisfaction de I’utilisateur.

Avant d’installer ce matériel, I’utilisateur doit s’assurer qu’il est permis de Ie raccorder aux installations de I’entreprise locale de telecommunication. Le matériel doit également être installé en suivant une méthode acceptée de raccordement. Dans certains cas, Ies fils intérieurs de I’enterprise utilises pour un service individual à Iigne unique peuvent être prolongés au moyen d’un dispositif homologué de raccordement (cordon prolongateur téléphonique interne).

L’abonné ne doit pas oublier qu’il est possible que la conformity aux conditions énoncées ci-dessus n’empêchent pas la degradation du service clans certaines

situations. Actuellement, Ies entreprises de telecommunication ne permettent pas que

I’on raccorde Ieur matériel à des jacks d’abonné, sauf clans Ies cas précis prévus pas Ies tarifs particuliers de ces entreprises.

Les reparations de materiel homologué doivent être effectuées par un centre

d’entretien canadien autorisé désigné par Ie fournisseur. La compagnie de telecommunications peut demander à I’utilisateur de débrancher un appareil a la suite de reparations ou de modifications effectuées par I’utilisateur ou à cause de mauvais fonctionnement.

Pour sa propre protection, I’utilisateur doit s’assurer que tous Ies fils de mise à la terre de la source d’énergie électrique, des lignes téléphoniques et des canalisations d’eau métalliques, s’il y en a, sent raccordés ensemble. Cette précaution est particulièrement importance clans Ies régions rurales.

AVERTISSEMENT: L’utilisateur ne doit pas tenter de faire ces raccordements luimême; il doit avoir recours à un service d’inspection des installations éctriques, ou à

un electrician, selon Ie cas.

L’indite de charge (IC) assigné à chaque dispositif terminal indique, pour éviter toute surcharge, Ie pourcentage de la charge totale qui peut être raccordée à un circuit téléphonique bouclé utilisé par ce dispositif. La terminaison du circuit bouclé peut être constitute de n’importe quelle combinaison de dispositifs, pourvu que la somme des indices de charge de I’ensemble des dispositifs ne dépasse pas 100.

No d’homologation: 230 4095A Node certification: CSA LR 56260 L’indite de charge: 6

Customer Support Information

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Customer Support Information

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Customer Service Information

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Customer Support Information

Security of Your System—Preventing Toll Fraud

As a customer of a new telephone system, you should be aware that there exists an

increasing problem of telephone toll fraud. Telephone toll fraud can occur in many forms, despite the numerous efforts of telephone companies and telephone equipment manufacturers to control it. Some individuals use electronic devices to prevent or falsify records of these calls. Others charge calls to someone else’s number by illegally using lost or stolen calling cards, billing innocent parties, clipping on to someone else’s line, and breaking into someone else’s telephone equipment physically or electronically. In certain instances, unauthorized individuals make connections to the telephone network through the use of remote access features.

The Remote Access feature of your system, if you choose to use it, permits offpremises callers to access the system from a remote telephone by using an 800 number or a 7- or 10-digit telephone number. The system returns an acknowledgement signaling the user to key in his or her authorization code, which is selected and administered by the system manager. After the authorization code is accepted, the system returns dial tone to the user. If you do not program specific egress restrictions, the user will be able to place any call normally dialed from a

telephone associated with the system. Such an off-premises network call is originated

at, and will be billed from the system location.

The Remote Access feature, as designed, helps the customer, through proper administration, to minimize the ability of unauthorized persons to gain access to the

network. Most commonly, phone numbers and codes are compromised when

overheard in a public location, through theft of a wallet or purse containing access

information, or through carelessness (writing codes on a piece of paper and improperly

discarding it). Additionally, hackers may use a computer to dial an access code and then publish the information to other hackers. Enormous charges can be run up quickly. It is the customer’s responsibility to take the appropriate steps to properly

implement the features, evaluate and administer the various restriction levels, protect

access codes, and distribute access codes only to individuals who have been fully advised of the sensitive nature of the access information.

Common carriers are required by law to collect their tariffed charges. While these charges are fraudulent charges made by persons with criminal intent, applicable tariffs

state that the customer of record is responsible for payment of all long-distance or

other network charges. AT&T cannot be responsible for such charges and will not make any allowance or give any credit for charges that result from unauthorized

access.

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Customer Support Information

To minimize the risk of unauthorized access to your communications system:

Use a nonpublished Remote Access number.

Assign authorization codes randomly to users on a need-to-have basis,

keeping a log of ALL authorized users and assigning one code to one person. Use random sequence authorization codes, which are less likely to be easily

broken. Deactivate all unassigned codes promptly. Ensure that Remote Access users are aware of their responsibility to keep the telephone number and any authorization codes secure. When possible, restrict the off-network capability of off-premises callers, via use of Call Restrictions and Disallowed List capabilities. When possible, block out-of-hours calling. Frequently monitor system call detail reports for quicker detection of any unauthorized or abnormal calling patterns. Limit Remote Call Forward to persons on a need-to-have basis.

Limited Warranty and Limitation of Liability

AT&T warrants to you, the customer, that your MERLIN LEGEND Communications

System will be in good working order on the date AT&T or its authorized reseller

delivers or installs the system, whichever is later (“Warranty Date”). If you notify AT&T or its authorized reseller within one year of the Warranty Date that your system is not in good working order, AT&T will without charge to you repair or replace, at its option, the system components that are not in good working order. Repair or replacement parts

may be new or refurbished and will be provided on an exchange basis. If AT&T determines that your system cannot be repaired or replaced, AT&T will remove the system and, at your option, refund the purchase price of your system, or apply the purchase price towards the purchase of another AT&T system.

If you purchased your system directly from AT&T, AT&T will perform warranty repair in accordance with the terms and conditions of the specific type of AT&T maintenance coverage you selected. If you purchased your system from an AT&T-authorized reseller, contact your reseller for the details of the maintenance plan applicable to your

system. This AT&T limited warranty covers damage to the system caused by power surges,

including power surges due to lightning.

The following will not be deemed to impair the good working order of the system, and AT&T will not be responsible under the limited warranty for damages resulting from

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failure to follow AT&T’s installation, operation, or maintenance instructions unauthorized system modification, movement, or alteration unauthorized use of common carrier communication services accessed through the system abuse, misuse, or negligent acts or omissions of the customer and persons under the customer’s control acts of third parties and acts of God

AT&T’S OBLIGATION TO REPAIR, REPLACE, OR REFUND AS SET FORTH ABOVE IS YOUR EXCLUSIVE REMEDY.

EXCEPT AS SPECIFICALLY SET FORTH ABOVE, AT&T, ITS AFFILIATES, SUPPLIERS, AND AUTHORIZED RESELLERS MAKE NO WARRANTIES, EXPRESS OR IMPLIED, AND SPECIFICALLY DISCLAIM ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

Limitation of Liability

EXCEPT FOR PERSONAL INJURY, DIRECT DAMAGES TO TANGIBLE PERSONAL PROPERTY PROXIMATELY CAUSED BY AT&T, AND LIABILITY OTHERWISE EXPRESSLY ASSUMED IN A WRITTEN AGREEMENT SIGNED BY AT&T, THE LIABILlTY OF AT&T, ITS AFFILIATES, SUPPLIERS, AND AUTHORIZED RESELLERS FOR ANY CLAlMS, LOSSES, DAMAGES, OR EXPENSES FROM ANY CAUSE

WHATSOEVER (INCLUDING ACTS OR OMISSIONS OF THIRD PARTIES), REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT OR OTHERWISE, SHALL NOT EXCEED AN AMOUNT EQUAL TO THE LESSER OF THE DIRECT DAMAGES PROVEN OR THE PURCHASE PRICE OF THE SYSTEM. IN NO EVENT SHALL AT&T OR ITS AFFILIATES, SUPPLIERS, OR AUTHORIZED RESELLERS BE LIABLE FOR INCIDENTAL, RELIANCE, CONSEQUENTLY, OR ANY OTHER

INDIRECT LOSS OR DAMAGE (INCLUDING LOST PROFITS OR REVENUES)

INCURRED IN CONNECTION WITH THE SYSTEM. THIS LIMITATION OF LIABILITY SHALL SURVIVE FAILURE OF THE EXCLUSIVE REMEDY SET FORTH IN THE LIMITED

WARRANTY ABOVE.

Voice Mail Systems

Your Voice Mail system permits callers to leave verbal messages for system users or gain access to the back-up position in an emergency as well as create and distribute

voice messages among system users. The Voice Mail system, through proper administration, can help you reduce the risk of

unauthorized persons gaining access to the network. However, phone numbers and authorization codes can be compromised when overheard in a public location, are lost through theft of a wallet or purse containing access information, or through carelessness (writing codes on a piece of paper and improperly discarding them).

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Additionally, hackers may use a computer to dial an access code and then publish the

information to other hackers. Substantial charges can accumulate quickly. It is your

responsibility to take appropriate steps to implement the features properly, evaluate and administer the various restriction levels, protect and carefully distribute access codes.

Under applicable tariffs, you will be responsible for payment of toll charges. AT&T cannot be responsible for such charges and will not make any allowance or give any credit resulting from unauthorized access.

To reduce the risk of unauthorized access through your Voice Mail system, please observe the following procedures:

Employees who have voice mailboxes should be required to use the passwords to protect their mailboxes.

Have them use random sequence passwords. Impress upon them the importance of keeping their passwords a secret. Encourage them to change their passwords regularly.

The administrator should remove any unneeded voice mailboxes from the

system immediately.

AUDIX Voice Power™ has the ability to limit transfers to subscribers only. You

are strongly urged to limit transfers in this manner.

Use the PBX or Key system administration capability to do the following:

Block direct access to outgoing lines and force the use of account codes/authorization codes. Disallow trunk-to-trunk transfer unless required. Assign toll restriction levels to all AUDIX Voice Power ports. If you do not need to use the Outcalling feature, completely restrict the

outward calling capability of the AUDIX Voice Power ports. Monitor SMDR reports or Call Accounting System reports for outgoing calls that might be originated by AUDIX Voice Power ports.

Remote Administration and Maintenance

The Remote Administration and Maintenance feature of your telecommunications

system, if you choose to use it, permits users to change the system features and capabilities from a remote location.

The Remote Administration and Maintenance feature, through proper administration,

can help you reduce the risk of unauthorized persons gaining access to the network. However, telephone numbers and authorization codes can be compromised when overheard in a public location, are lost through theft of a wallet or purse containing access information, or through carelessness (writing codes on a piece of paper and

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improperly discarding them). Additionally, hackers may use a computer to dial an access code and then publish the information to other hackers. Substantial charges can accumulate quickly. It is your responsibility to take appropriate steps to implement the features properly, evaluate and administer the various restriction levels, and protect and carefully distribute access codes.

To reduce the risk of unauthorized access through Remote Administration and Maintenance, please observe the following procedures:

The System Administration and Maintenance capability of a PBX or Key system is protected by a password.

Change the default password immediately.

Continue to change the password regularly. Only give the password to people who need it and impress upon them the need to keep it secret. If anyone who knows the password leaves the company, change the password immediately.

If you have a special telephone line connected to your PBX or Key system for

Remote Administration and Maintenance, you should do one of the following:

Unplug the line when it is not being

Install a switch

Keep the Remote Administration and Maintenance telephone number secret. Only give it to people who need to know it, and impress upon them the need to keep it a secret. Do not write the telephone number on the PBX or Key system, the connecting equipment, or anywhere else in the system room.

If your Remote Administration and Maintenance feature requires that someone in your office transfer the caller to the Remote Administration and Maintenance extension, you should impress upon your employees the importance of only transferring authorized individuals to that extension.

in the line to turn it off when it is not being used.

used.

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About This Book

The Maintenance and Troubleshooting guide provides information and guidelines to assist you in resolving problems with the MERLIN LEGEND™

Release 2.0 Communications System.

Intended Audience

This book is intended for the qualified field technicians who respond to

customer trouble reports.

Intended Audience

Page 25

About This Book

Conventions

The following typographical conventions are used in this book:

Bold type is

Press

Italic type is used for emphasis and as a substitute for information for which you must supply a specific value.

Dial feature code; dial

Constant width

screens or on a PC screen,

Select

Bold constant width

exactly as shown.

Type

Keys on the PC are shown in boxes.

Press [ F7 ].

When two keys are to be pressed at the same time, the keys are connected by a hyphen.

used for telephone buttons.

Drop

Sys Program.

install ; dial

to delete the current entry.

✱

ext. no.

type is used for information on telephone display

type indicates information that you enter

#55.

2 Conventions

Press [ Alt ] - [ P ] .

Page 26

About This Book

Product Safety Labels

Throughout these documents, hazardous situations are indicated by an

exclamation point inside a triangle and the word “caution” or “warning.”

WARNING:

Warning indicates the presence of a hazard that could cause death or severe personal injury if the hazard is not avoided.

CAUTION:

Caution indicates the presence of a hazard that could cause minor

personal injury or property damage if the hazard is not avoided.

How to Comment on This Document

We welcome your comments, both good and bad, Please use the feedback form on the next page to let us know how we can continue to serve you.

If the feedback form is not included in this section, write directly to the

following address: A. Sherwood

AT&T 99 Jefferson Road Room 2A25 Parsippany, NJ 07054

How to Comment on This Document

Page 29

Introduction to System Maintenance

The purpose of maintenance is to detect, report, and clear problems quickly

with minimum disruption of service. The system attempts to isolate each problem to a single replaceable unit whenever possible by running automatic

tests. Errors that cannot be automatically corrected are usually recorded in

error logs. Most of your troubleshooting will rely on checking these error logs

and interpreting them using Table 2-1, “Error Codes,” in Chapter 2.

Equipment

To perform maintenance, you need a maintenance terminal and some additional tools, all of which are defined below.

Maintenance Terminal

Whether you perform maintenance on-site or remotely, you will need a maintenance terminal:

■

For on-site maintenance, use one of the following:

— MLX-20L console — PC with System Programming and Maintenance (SPM)

Equipment 1-1

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Introduction to System Maintenance

NOTE:

The PC can be a DOS PC or a Master Controller (MCII+ or MCIII)

A 355 AF adapter and D8W-87 cord is required to connect the PC to the control unit

■

For remote maintenance, use a DOS PC with SPM.

NOTE:

On-site maintenance is preferred; remote maintenance overrides on-site maintenance and programming, except when on-site backup or restore is in progress.

See “On-Site Maintenance” or “Remote Maintenance” later in this section for details.

Tools

In addition to setting up the maintenance terminal, you should have the

following tools:

EIA breakout box

digital voltmeter (KS-20599 or equivalent)

110O/66-type punch down tool

Dracon TS21 or equivalent touch-tone test telephone assorted flathead screwdrivers assorted Phillips®-head screwdrivers

long-nosed pliers

1-2 Equipment

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Introduction to System Maintenance

regular pliers wrist grounding strap

CAUTION:

Electrostatic discharge can destroy or severely damage the

integrated circuits in the power supply, processor, and modules. Should you ever need to open a module and handle the circuit board, use the wrist strap to connect your

wrist to a suitable ground first.

replacement parts recommended by your technical support organization

Removing the Control Unit Housing

Disconnect AC power from each auxiliary power unit at the wall outlet.

1. Disconnect AC power from each carrier by disconnecting the power

cord at the wall outlet.

Remove the housing (see Figure 1-1):

If the existing control unit is a MERLIN II Communications System,

remove the housing as follows.

Remove the front housing from each carrier by pulling the

bottom-front towards you. When it releases, remove it by lifting up as shown in Figure 1-1.

Remove the top from each carrier in the system by pushing it straight up from the front.

If the existing control unit is a MERLIN LEGEND Communications

System, remove the housing as follows.

From both sides of the control unit, pry the clips from the

housing, using a screwdriver if difficult to reach.

Equipment 1-3

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Introduction to System Maintenance

When the clips are freed from the housing, carefully pull the

housing towards you.

NOTE:

If the system has more than one carrier, make sure you hold the housing only from the basic carrier side. Otherwise, the housing may disassemble.

Communications System

MERLIN II

MERLIN LEGEND

Communications System

Figure 1-1. Removing the Control Unit Housing

1-4 Equipment

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Introduction to System Maintenance

Installing the Control Unit Housing

When you have completed maintenance and troubleshooting, install the control unit housing as follows:

If the housing is not already assembled, assemble it as follows:

1. a.

Lay the front panel(s) face down.

If more than one carrier is being housed, connect the front panels together by lining up the arrows and then sliding the panels until the semicircles form a complete circle.

Connect the side panels to the front panel(s) similarly.

Line up the wire clips that are attached to the carrier with the recesses

on the outside of the side panels. See Figure 1-2.

NOTE:

If the wire clips are not already attached to both sides of the control

unit, see “Installing the Housing Clips” in Chapter 2 of

the

Installation guide.

Push the panels back until the clips hook over the tabs and rest in the

recesses.

Equipment 1-5

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Introduction to System Maintenance

Figure 1-2. Installing the Control Unit Housing

1-6 Equipment

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Introduction to System Maintenance

On-Site Maintenance

You can do on-site maintenance with an MLX-20L console or a PC with SPM

software. See the System Programming & Maintenance (SPM) guide for details. If you are in the UNIX® environment, see the documentation for

Integrated Solution Ill (IS-III) as well.

Setting up the MLX-20L Maintenance Terminal

Connect the MLX-20L console to the control unit by plugging one end

1. of the D8W-87 cord into one of the first five jacks on the leftmost MLX module.

NOTE:

Only the following modules qualify:

■ 008 MLX

■

408 GS/LS-MLX

The first MLX jack (the lowest telephone jack) is the default. See Figure 1-3.

If the first MLX jack is being used for the attendant console (the customer receptionist or operator), use one of the other jacks. If one of these five jacks is already being used for system programming or maintenance, use that jack. Only one jack at a time can be used for system programming or maintenance.

Plug the other end of the D8W-87 cord into the

LINE

jack underneath

the MLX-20L console.

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Introduction to System Maintenance

Alternate MLX-20L

Jacks

(the first five)

Default

008 MLX

Line Jack

408 GS/LS-MLX

Underneath the MLX-20L Console

Figure 1-3. Setting up the MLX-20L Telephone

Default

Line Jack

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Introduction to System Maintenance

MLX-20L Failure

If the MLX-20L console does not work, troubleshoot it as follows:

Replace the MLX-20L console with one that is known to be working (if

1. available).

If the failure persists, or if a working MLX-20L console is not available,

2. connect the original MLX-20L console directly into the appropriate MLX jack on the control unit using a cord that is known to be working,

If the trouble clears, replace the original D8W-87 cord.

3. If not, use the PC as your maintenance terminal and then troubleshoot

leftmost MLX module.

the For

details, see “Module Problems” in Chapter 4.

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Introduction to System Maintenance

Setting up the PC

Plug your laptop or PC into the SPM jack on the processor as shown in

Figure 1-4.

1-10

Setting up the PC

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Introduction to System Maintenance

Remote Maintenance

Remote maintenance allows you to do everything as if you were on-site, including checking error logs, checking system status, and restarting the system.

Figure 1-5. Remote Modem Setup

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Introduction to System Maintenance

As shown in Figure 1-5, you need the following equipment to perform remote maintenance:

1. DOS PC with SPM

2. Tip/ring telephone

3. 1200-bps modem

Connect the equipment as follows:

1. Connect the PC and modem using EIA-232-D cable.

NOTE:

If the modem is a circuit board in the PC, this connection is already

established.

2. Connect the modem to a T/R trunk jack using a D8W cord.

3. Connect the modem to a T/R telephone using a D8W cord.

When this equipment is set up, you can perform remote maintenance by dialing the remote processor’s built-in 1200-bps modem. You can dial the modem directly or call the system attendant and request to be transferred to the modem. Both procedures are explained in this section.

Considerations

Remote maintenance overrides on-site maintenance and programming, except when on-site backup or restore is in progress. Whenever you do remote maintenance, notify the customer administrator in advance.

You can perform remote maintenance and programming only from a

DOS PC, not from the UNIX environment.

you are running SPM under

IS-III, you cannot perform remote maintenance. Line noise can cause the SPM screen to display

When this happens during remote maintenance,

unpredictable results. hang up and redial.

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Introduction to System Maintenance

NOTE:

Under applicable tariffs, the customer is responsible for any charges incurred through the remote use of system facilities. Precautions should

be taken to prevent unauthorized use of the system’s outside lines by remote callers, also called toll fraud, See “Customer Support Information” at the beginning of this guide for more information on security.

Dialing the Attendant

If you do not know the remote access trunk number, dial the number for the customer’s system as indicated in this procedure:

Start SPM, press any key when the welcome message appears, and enter the command to put the modem in originate mode (this command varies depending on the type of modem used).

Pick up the handset on the tip/ring telephone and dial the customer’s system attendant (the listed directory number for the customer’s system).

When the call is answered, explain what you are doing and ask for any

3. passwords you may need; then ask the attendant to transfer you to the modem by pressing

Transfer

and then dialing ✱ 10.

NOTE:

If the password is not known, check the System Information Report or ask to speak with the system administrator.

You can change the password without knowing the old password only when you are on-site and connected to the SPM jack on the processor.

When you hear the modem tone, hang up.

If nothing appears on the SPM screen, press [ Enter ] .

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Introduction to System Maintenance

When the press

Password:

[ Enter ]

prompt appears, type the password (do not

The SPM Main menu appears. You are ready to proceed with remote maintenance.

Dialing the Modem Directly

To dial the modem directly, do the following:

Start SPM, press any key when the welcome message appears, and

1. enter the command to put the modem in originate mode (this command varies depending on the type of modem used).

Pick up the handset on the tip/ring telephone and dial the remote

2. access trunk number.

This is possible only when a trunk is programmed as a dedicated

trunk

for remote access to the built-in modem. You will hear ringing, followed by dial tone.

If the dial tone begins with three short tones followed by a steady one, dial the access barrier code on the tip/ring telephone. Otherwise, go to the next step.

NOTE:

If you do not know the remote access barrier code, contact the customer’s system administrator, or check Form 3a, Incoming Trunks—Remote Access.

You can change the access barrier code without knowing the old one only when you are on-site and connected to the SPM jack on the processor.

When you hear the dial tone, dial

✱

to connect to the modem on the

remote system.

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Introduction to System Maintenance

When you hear the modem tone, hang up.

If nothing appears on the SPM screen, press

When the password (do not press

NOTE:

Password:

prompt appears in the SPM window, type the

[ Enter ]

[ Enter ].

If you do not know the password, Information Report or ask to speak with the system administrator.

You can change the password without knowing the old password only when you are on-site and connected to the SPM jack on the processor.

The SPM Main menu appears. You maintenance.

check the System

are ready to proceed with remote

Maintenance Strategy

The strategy presented in this section is only a guideline, not a fixed

procedure. As you become more experienced with the maintenance and troubleshooting of the system, you will most likely develop your own strategy. Rely on this strategy as a guideline whenever you are uncertain as to how to proceed.

Trouble Reports

Trouble is reported in two ways:

User-reported problems System alarms (permanent errors)

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Introduction to System Maintenance

Automatic Tests

The system performs ongoing maintenance automatically by running tests that do the following:

monitor the status of equipment audit operations consistency

detect hardware malfunctions

The tests check hardware and software that are in service without disrupting

normal service. Any errors detected are registered in the error logs. Errors

are corrected automatically whenever possible.

Alarms

If the automatic tests indicate serious error conditions, the system generates

an alarm. Depending on how the system is programmed, the alarm is

indicated in one of the following ways:

an LED for a line or feature button on an operator console or other designated telephone turns on

the LED on the processor turns on the status display indicates alarm status (this is true for both

maintenance terminals—the MLX-20L console and a PC running SPM) a supplemental alert, if installed, is activated (bell, chime, or strobe)

If an LED is programmed to indicate the alarm, the LED stays on until the error is cleared. When the system indicates an alarm, check the permanent error logs.

Clearing Alarms

Alarms are cleared automatically when the error condition no longer exists. To clear an alarm manually, select

Drop

on the MLX-20L console or

[ ALT ] - [ P ] on a PC.

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Introduction to System Maintenance

System Restarts

Depending on the severity and duration of a problem, you may need

to restart

the system. Some errors cause the system to restart automatically. Every restart causes an error log entry, and each type of restart has its own

error code. There are three types of system restarts, all of which occur automatically:

Warm start (you cannot select this from the maintenance menu) Cold start (select Restart to do this manually) Frigid start (select System Erase to do this manually)

Warm Start

A loss of power for less than 250 ms can cause a warm start.

Effect on service:

Calls in progress are not dropped, but calls in the process

of being connected may be dropped.

NOTE:

Power interruptions of less than 100 ms usually do not affect the system.

Warm starts can cause telephones to ring inexplicably. To stop the ringing, call the telephone.

Restart (Cold Start)

If you need to restart the system, Restart (a cold start) is recommended.

Effect on service:

As with System Erase (a frigid start), all calls are dropped.

Restart saves the system programming, whereas System Erase does not.

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Introduction to System Maintenance

To perform a cold start, select

Menu → SysProgram → Exit → System → Restart → Yes

NOTE:

A cold start occurs automatically after a power interrupt of more than one second.

A cold start does not blank out the screen on an MLX-20L telephone until the cold start is completed.

A cold start can cause telephones with the Station Status feature to

lose their toll restrictions. For more information on the Restart procedure, see the System

Programming guide.

For more information on Restart, see “Processor Problems” in Chapter 4.

Restart

as follows:

System Erase (Frigid Start)

CAUTION:

All system programming will be erased.

When you perform a System Erase (frigid start), all calls are dropped, and the system configuration information is erased. All system memory must be reinitialized, including system programming. Then

the entire system must be rebooted.

To perform a frigid start, select System Erase as follows:

Menu → Maintenance → Slot → Type 00 → Demand Test → System

Erase

(Line 5, left button) twice → Yes

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Introduction to System Maintenance

NOTE:

System Erase

is not displayed on the MLX-20L status display.

To select System Erase, press the left button on Line 5 twice.

After a System Erase or frigid start, the default printer is the PC printer, not the Station Message Detail Recording (SMDR) printer. If you want printouts on-site from the SMDR printer, make sure you change the option.

To change the printer option, see the System Programming &

Maintenance (SPM) guide for information on the

rint Opts

option on the SPM Main Menu.

For more information on System Erase, see “Processor Problems” in Chapter 4.

Isolating the Trouble

Any problem can be isolated to one of the following areas:

Telephone Control unit Central office

NOTE:

If you change the jack assignment of any telephone, be sure to record the extension jack change on Form 2a, System Numbering—Station Jacks. See Appendix A for details.

Figure 1-6 diagrams the entire maintenance strategy. Refer to this figure and the text that follows whenever you need guidance in troubleshooting.

Maintenance Strategy

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Introduction to System Maintenance

AT&T-authorized personnel

Troubleshoot telephone

Problem gone; verify that errors do not recur

User or

reports a probIem

(Chapter 3)

Problem persists

Check error logs

(Chapter 2)

Error

Troubleshoot errors

(Table 2-1, “Error Codes”)

Troubleshoot

power supply

(Chapter 4)

processor

(Chapter 4)

Troubleshoot

(Chapter 4)

Troubleshoot

(Chapter 4)

Troubleshoot

(Chapter 5)

Inconclusive

Can’t access error logs

Corrective action per Table 2-1

Power supply OK; problem persists

Processor OK; problem persists

Modules OK; problem persists

Carrier OK; problem persists

trunks

Trunks OK; problem persists

central office

Phone

problem

All other problems

first (if indicated)

(if indicated)

modules

carrier

One or more alarms turn on:

Discuss problem

with the source

Maintenance or programming accessed just before error(s) occurred

Check Access Log

2c (Chapter 2)

Problem persists

Inconclusive

Errors

❑

Attendant Alarm LED

❑

Processor LED

❑

Supplemental alert

❑

Status display

Check

permanent errors

in error logs

1b (Chapter 2)

Can’t access

error logs

Troubleshoot

Escalate to NSAC

or AT&T-authorized dealer

power supply

(Chapter 4)

Problem persists

processor

(Chapter 4)

Problem persists

carrier

(Chapter 4)

Problem persists

Escalate to NSAC

Figure 1-6. Maintenance

1-20 Maintenance Strategy

Strategy

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Introduction to System Maintenance

Step 1a: Check Telephone Problems

If the customer reported a telephone problem, do the following, which Chapter 3 describes in more detail:

Discuss the problem with the user who reported the problem.

Run the appropriate test to verify the complaint.

Replace the telephone with one that is known to be working properly. If this does not resolve the problem, replace the telephone wiring.

If the problem persists, proceed to Step 2a.

Step lb: Check Permanent Errors

If a system alarm turns on (see the top-right of Figure 1-6), begin

troubleshooting by checking the permanent errors in the error logs.

Step 2a: Check the Error Logs

For an unresolved telephone problem or any other problem, check the error logs. The problem is now isolated to the control unit or central office.

Check the permanent errors first; these are the most serious.

Check transient errors only if they remain after clearing all permanent errors.

Transient errors are less serious. Some transient errors become

permanent if they occur a certain number of times, as shown in Table

1-1. The

Threshold

column indicates the number of occurrences at

which a transient error becomes permanent.

Check the last 10 errors whenever you want to see the 10 most recently recorded errors—both permanent and transient.

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Introduction to System Maintenance

NOTE:

As you are checking the error logs, see Table 2-1, “Error Codes,” in Chapter 2 for detailed descriptions of each problem.

Table 1-1. Transient/Permanent Error Thresholds

Error Code

7402 7403 7404

8403 840B 840C 840D

Step 2b: Trouble Accessing the Error Logs

If you cannot access the error logs, or if the system is inoperable, troubleshoot the system until the problem is resolved:

Error Description

LOOP BIT CONTROL NOT SET

NO LOOP CURRENT

STUCK RINGING NO EXTERNAL RELEASE NO LOOP CURRENT STUCK RINGING

INCORRECT FIRMWARE STATE

Transient/Permanent

Threshold

4 4 2 2 4 2 2

1-22

Check the power supply LED:

Is the power switch turned on?

Is the power cord connected to an AC wall outlet (that is not controlled by a wall switch)?

If the LED is off and you are sure that the power is connected and

turned on, see “Power Supply Problems” in Chapter 4.

If you still cannot access the error logs after checking the power supply, see “Processor Problems” in Chapter 4.

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Introduction to System Maintenance

If you still cannot access the error logs after checking the processor,

3. see “Carrier Problems” in Chapter 4.

If you still cannot access the error logs, escalate the problem to your technical support organization. See “Escalating the Problem” in Chapter 2

for details.

Step 2c: Check

the Access Log for Maintenance and System

Programming

At any time during the maintenance process, you may want to check the access log for maintenance and system programming. This log indicates the

last 20 times that maintenance or system programming was accessed. If you

find that someone accessed maintenance or system programming shortly

before the problem originated, that person may be able to help you isolate the

trouble by providing additional information.

Once you receive that information, use any maintenance or system programming feature that may lead to the root of the problem.

See “Access Log for Maintenance and System Programming”

in Chapter 2 for

additional information. See the System Programming guide for information on system

programming

and Inspect.

Step 3: Check the Power Supply

If the error logs indicate the power supply, resolve this problem before continuing.

See “Power Supply Problems” in Chapter 4.

Step 4: Check the Processor

If the error logs indicate the processor, do the following:

Back up the system programming using SPM (see the System Programming & Maintenance (SPM) guide

Troubleshoot the processor as described under “Processor Problems”

2. in Chapter 4.

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Introduction to System Maintenance

Step 5: Check the Modules

If the error logs indicate any modules, see “Module Problems” in Chapter 4.

Step 6: Check the Control Unit Carrier

The last possible cause withln the control unit is the carrier. If the carrier is damaged, it must be replaced.

See “Carrier Problems” in Chapter 4.

Step 7: Check the Trunks

Troubleshoot the trunks that are connected to the control unit. See Chapter 5.

Step 8: Check the Central Office

If the error logs indicate the central office, and you have resolved all other possible causes, troubleshoot as follows (see Chapter 5 for details):

1. Call the central office and ask them to check the problem at their end. If they indicate that the problem is in the central office,

duplicate the original problem after they fix it. If the problem persists, repeat this process until the problem

clears. If they indicate that the problem is not in the central office,

escalate the problem as described in Step 9.

Step 9: Escalate

Escalate any remaining problems to your technical support organization.

See “Escalating the Problem, access the System Inventory screen, which contains information that your technical support organization may request (the hardware vintage, software vintage, and ROM ID for each module).

“ in Chapter 2. This section explains how to

1-24

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Introduction to System Maintenance

Unit Loads

A unit load is a measure of power (1,9 watts) used to determine the electrical load that the following components have on each carrier’s power supply:

telephones and adjuncts

Only the telephones and adjuncts that connect to the analog and digital ports on the control unit require unit load calculation. Do not include any equipment with its own power supply (for example, an answering machine) in the unit load calculation.

direct-inward dial (DID) modules

Checking Unit Loads

In the event of maintenance or equipment changes, recalculate the unit loads

for each carrier resulting in a different configuration.

Use the worksheet in Appendix B.

General Rule:

equally across the carriers, you will prevent unnecessary drain on any one carrier.

Also, depending on the system’s mode, the rules vary. The next two sections provide the rules for calculating unit loads in various modes.

Unit Loads for the Hybrid/PBX Mode

The power supply (model 391 Al) generally supports six modules of any type

in a Hybrid/PBX system. However, if both of the following conditions are true, the unit loads on a carrier

can exceed the 54-unit maximum:

all six carrier slots are occupied by MLX telephone or analog multiline telephone modules

If you can distribute the DID modules and telephone modules

the carrier has more than 45 telephones installed (MLX-20L telephones and/or 34-button analog multiline telephones)

Unit Loads

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Introduction to System Maintenance

Unit Loads for Key or Behind Switch Mode

In a Key or Behind Switch system with four or fewer modules, no calculation is needed. The power supply (model 391A1) generally supports four modules

of any type in Key or Behind Switch mode.

Auxiliary Power Units

The power supply provides 54 unit loads to each carrier. If the unit load

requirement for a carrier exceeds 54, an auxiliary power unit is needed to

allow that carrier to support an additional 27 unit loads.

NOTE:

Running the system with more than 54 unit loads per carrier may not appear to do harm. However, this can cause the system to malfunction, creating “no trouble found” situations.

An auxiliary power unit redirects the power requirements from the last two slots on the carrier. Any station connected to the modules in the last two slots

receives power from the auxiliary power unit instead of from the power supply.

If an auxiliary power unit is required, complete instructions are provided in the

Installation guide.

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Unit Loads

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Error Logs, the Access Log, and System Inventory

As described under “Maintenance Strategy” in Chapter 1, much of your troubleshooting will rely on the error logs and the Access Log for maintenance and system programming. Both of these maintenance features are described here in detail. This chapter also explains how to access the System inventory screen, which you may need when escalating unresolvable problems to your

technical support organization.

Error Logs

Whenever an error occurs, the system records it in the error logs, which are stored in battery-backed-up RAM. These errors indicate problems that span the entire system including the control unit, telephones, adjuncts, and network

interface.

Error Logs 2-1

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Error Logs, the Access Log, and System Inventory

Checking the Error Logs

Print the errors immediately after exiting the error logs. This will help you determine if your work has resolved each problem.

To print the errors, follow this procedure:

System Programming → More → Print → More → (twice) → Error Log

See the System Programming guide for additional information on printing.

Quick Reference

Menu → Maintenance → System → Error Log → Last 10

Permanent

Transient

Procedure: Check the Error Logs

Step

Display

Maintenance Make a selection System slot Port

Exit

System: Make a selection Status Error Log

Inventory Access Log Exit

Enter

Instructions

Select System.

Select

Error Log.

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Error Logs, the Access Log, and System Inventory

Step

System Error Log: Make a selection Last 10 Permanent Transient

(most recent alarm)

Exit

Display

Instructions

Depending on your purpose, select Last

10,

Permanent,

Transient.

If you are not sure which selection to make, see ’’Step 2a: Check the Error Logs” in Chapter 1 under “Maintenance Strategy."

Once you make your selection, continue with one of the following subsections:

“Checking Permanent Errors” “Checking Transient Errors” “Checking the Last 10 Errors”

NOTE:

The most recent alarm message. stays on the System Error Log screen

until it is replaced by another one. The screen does not update the most recent alarm while displayed; to see any updates, you need to exit this

screen and re-enter.

Error Logs

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Error Logs, the Access Log, and System Inventory

Checking Permanent Errors

(continued from “Procedure: Check the Error Logs” )

Step

Permanent Errors:

xxxxxxxxxxxxxxxxxxxxxxxx

Slot xx Port xx First Last Code

Exit

Display

Count xxx mm/dd/yy hh:mm mm/dd/yy hh:mm xxxx

Instructions

This screen appears when you select

Permanent.

Line 2 provides a brief description of the

error code identified on Line 6. For more

information on any error code, see Table 2-1.

Line 3 indicates the slot and port where the error was detected, followed by the number of times it was detected.

Lines 4 and 5 indicate the error’s first and last occurrences.

More Drop

allows you to page through the permanent errors. (

[ Alt ] - [ P ]

on a PC) deletes an error log entry.

NOTE:

Depending on which entry that you delete, you might clear an alarm. See “Alarms” under “Maintenance Strategy” in Chapter 1 for additional information on alarms.

2-4

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Error Logs, the Access Log, and System Inventory

Checking Transient Errors

(continued from “Procedure: Check the Error Logs” )

Step

Drop

Display

Instructions

This screen appears when you select

Transient Errors:

xxxxxxxxxxxxxxxxxxxxxxxx

Slot xx Port xx First

Last Code Exit

mm/dd/yy hh:mm mm/dd/yy hh:mm xxxx

Count xxx

Transient.

Line 2 provides a brief description of the error code identified on Line 6. For more information on any error code, see

Table 2-1. Line 3 indicates the slot and port where the

error was detected, followed by the number of times it was detected.

Lines 4 and 5 indicate the error’s first and last occurrences.

allows you to page through the transient errors. (

[ Alt ] - [ P ]

on a PC) deletes an error log entry.

Error Logs

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Error Logs, the Access Log, and System Inventory

Checking

(continued

Step

Last 10 System Errors: >

xxxxxxxxxxxxxxxxxxxxxxxx

Slot xx Port xx

Last Code Exit

the Last 10 Errors

from “Procedure: Check the Error Logs” )

Display

Instructions

This

screen appears when you select

10.

Line

2 provides a brief description of the

mm/dd/yy hh:mm

xxxx

error code identified on Line 6. For more information on any error Table 2-1.

Line 3 indicates the slot error was detected.

Line 5 indicate the error’s last occurrence.

allows you to page through the last 10 errors.

NOTE:

You cannot delete an error log entry from this screen.

Last

code, see

and port where the

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Error Logs, the Access Log, and System Inventory

Interpreting Error Codes

Table 2-1 explains how to interpret each error from the error logs. For additional information on how to use the error logs, read this entire chapter and see “Maintenance Strategy” in Chapter 1.

Table 2-1. Error Codes

Error Code

Description

Action

0001

0002

0003

0004

0006

TIMEOUT COLD START:

System programming is okay.

POWER UP WARM START:

System programming is okay.

SOFTWARE COLD START:

System programming is okay.

SOFTWARE WARM START:

System programming is okay.

INCOMPLETE COLD START:

System was cold-started while a Restart was in-progress.

System programming is okay.

No action required; however, if problem persists, troubleshoot the processor.

Troubleshoot the power supply voltages. If problem persists, troubleshoot the processor.

Continued on next page

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Error Logs, the Access Log, and System inventory

Table 2-1:-

Error Code

0007

0008

0009

000A

Description

processor sanity timer.

MAX RESET COUNT EXCEEDED:

System was cold-started because too many warm starts occurred.

System programming is okay.

FRIGID START:

System was restarted and initialized to the default programming.

This error is also logged after a System

POWER UP COLD START:

A RAM failure was detected in the

(Continued)

SANITY TIMEOUT RESET:

Faulty software, module, carrier, or

Erase.

processor.

Action

Troubleshoot module or processor.

Troubleshoot the power supply voltages. If problem persists, troubleshoot the processor.

If the processor was removed while in use, the system may perform a frigid start due to loss of system programming. Restore system as described in the System Programming & Maintenance (SPM) guide.

Troubleshoot the power supply voltages. If problem persists,

troubleshoot the processor.

000B

System programming is okay.

CARD INSERTED/REMOVED:

No action required.

Continued on next page

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Error Logs, the Access Log, and System Inventory

Table 2-1:-

Error Code

000C

000D

000E

000F

0010

Description

Slot has generated excessive

FMWR NOT IN STANDBY MODE:

mode.

COMMAND BUFFER FULL:

TASK RUNNING TOO LONG:

Cannot determine module responsible for generating the interrupt.

(Continued)

SLOT STREAM CNT EXCEEDED:

interrupts.

Module firmware is not in standby

INVALID SLOT INTERRUPT:

Action

If problem persists, troubleshoot the

module.

If problem persists, troubleshoot the

module.

Troubleshoot the power supply voltages. If problem persists, troubleshoot the processor and module.

No action required; however, if problem persists, troubleshoot the processor.

Troubleshoot modules and replace if necessary. If problem persists, troubleshoot the processor.

0011

0012

0013

0014

STACK OVERFLOW:

Processor problem.

INVALID RESET FLAG:

Processor problem.

DUART STREAMING INT:

Processor problem.

PROCESSOR ERR INTERRUPT:

Processor problem.

Troubleshoot the processor.

Continued on next page

Error Logs

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Error Logs, the Access Log, and System Inventory

Table 2-1:-

Error

Code

0015

0016

0C01

0C02

1C01

(Continued)

Description

MODULE MISMATCH:

Physical and logical type mismatch. Module insected into wrong slot.

POWER UP COLD START:

A module dual port RAM failure was detected.

System programming is okay.

NO I-VMS PORT IN SERV:

This error indicates that the VMS machine may be down.

DID INTERDIGIT TIMEOUT:

May be noisy line or central office problem.

POOL M-BUSY EXCEEDS 50%:

Over half the trunks in the pool are

busy.

Action

Change system programming to reflect the proper module, or install the proper module.

Troubleshoot the power supply voltages. If problem persists, troubleshoot the module for the slot indicated.

No action required.

No action required. If problem persists,

troubleshoot the DID line and inform the central office if necessary.

Troubleshoot trunk.

3001

ALARM TABLE FULL:

The error logs are full and no more errors can be added to them.

Turns on the processor LED.

Correct indicated errors, and then

remove entries from the transient

system error log to free-up space. If

problem persists, cold-start the system

before continuing with troubleshooting.

Sys Program → System → Restart

Continued on next page

2-10

Error Logs

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Error Logs, the Access Log, and System Inventory

Table 2-1:-

Error

Code

4401

6C01

6C02

Description

This error is logged after a System

(Continued)

USER REQUESTED SYS ERASE:

Erase. lf the System Erase is successful, this error is removed immediately.

DS1 LOSS OF SIGNAL ALARM:

Service on the link has been lost.

DS1 BLUE ALARM:

All ones being received. Service on the link has been lost.

Action

If this error remains in the transient log, do the System Erase again. If problem persists, troubleshoot the processor.

Troubleshoot the T1 trunk. If problem persists, check the CSU and the cable between the CSU and the 100D module. If problem persists, escalate to your technical support organization.

The far end of the network interface is out-of-service. Troubleshoot the T1 trunk, CSU, and the cable between the CSU and the 100D module. If problem persists, escalate to your technical support organization.

6C03

6C04

DS1 RED ALARM:

Incoming signal does not have valid

framing information.

Service on the link has been lost.

DS1 YELLOW ALARM:

The far end of the network interface has

lost frame synchronization. Service on the link has been lost.

Troubleshoot the T1 trunk. If problem persists, escalate to your technical support organization.

Troubleshoot the T1 trunk. If problem

persists, check the CSU and the DS1 configuration (the framing format). If

problem persists, escalate to your technical support organization.

Continued on next page

Error Logs

2-11

Page 66

Error Logs, the Access Log, and System Inventory

Table 2-1:-

Error Code Description

6C05

6C06

6C07

6C08

(Continued)

DS1 LOSS OF MULTIFRAME:

Service

DS1 REMOTE MULTI FRAME:

The far end of the network interface is experiencing Loss-of-Multiframe.

Service on the link has been lost.

DS1 MAJOR ALARM:

rate exceeds 10 E-3

Service on the link has been lost.

DS1 MINOR ALARM:

Average bit error rate exceeds 10E-6

on the Iink has been lost.

Average bit error

Action

Troubleshoot the T1 trunk. If problem

persists, escalate to your technical

support organization. Troubleshoot the T1 trunk. If problem

persists, escalate to your technical

support organization.

Troubleshoot the T1 trunk. If problem

persists, escalate to your technical

support organization.

Maintenance → Slot → Error Events Current hr

Troubleshoot the T1 trunk. If problem

persists, escalate to your technical

support organization.

Maintenance → Slot → Error Events Current hr

→

6C09

DS1 MISFRAME ALARM:

Misframe count reached 18.

Troubleshoot the T1 trunk. If problem

persists, escalate to your technical support organization.

Maintenance → Slot → Error Events

Current hr

Continued on next page

→

2-12

Error Logs

Page 67

Error Logs, the Access Log, and System inventory

Table 2-1:-

Error

Code

6COA

6COB

7001

7002 PRI SVC STATE INCONSIST:

(Continued)

Description

DS1 SLIP ALARM:

Slip count reached 88.

DS1 HARDWARE INOPERATIVE:

DS1 hardware is not operating properly, If this is the only 100D (DS1) module, or

if this is the module designated to have the active clock, its TDM bus clock generator was not activated.

PRI SVC AUDIT TIMEOUT:

Action

Troubleshoot the T1 trunk. If problem

persists, escalate to your technical

support organization.

Maintenance → Slot → Error Events Current hr

If problem persists, escalate to your

technical support organization.

Troubleshoot the PRI trunk and report to

service provider; otherwise, no action required. If problem persists, contact

your technical support organization. Troubleshoot the PRI trunk and report to

service provider; otherwise, no action

required. If problem persists, contact

your technical support organization.

→

7003

PRI D-CHNL INOPERATIVE:

Troubleshoot the PRI trunk and report to service provider; otherwise, no action

required. If problem persists, contact your technical support organization.

Continued on next page

Error Logs

2-13

Page 68

Error Logs, the Access Log, and System Inventory

Table 2-1:-

Error Code

7004

7005

7401

7402

(Continued)

Description

PRI B-CHNL NOT RELEASED:

PRI B-CH GROUP INCONSIST:

TRK UPLINK MESSAGE ERROR:

Communication problems between

processor and modules. Unrecognized

message from module to processor.

LOOP CONTROL BIT NOT SET:

NO loop current on an outgoing call.

If this error occurs four times consecutively, and if automaintenance busy is enabled and the 50% auto-maintenance busy limit has not been exceeded, the trunk will be

busied-out automatically.

Action

Troubleshoot the PRI trunk and report to

service provider; otherwise, no action

required. If problem persists, contact

your

technical support organization.

Troubleshoot the PRI trunk and report to

service provider; otherwise; no action required. If problem persists, contact your technical support organization.

Test the trunk with a single-line

telephone. If the problem is not in the trunk, replace the module with one that is know to be working. If the problem is gone when using the known good module, replace the module.

Test the trunk with a single-line

telephone. If the problem is not in the trunk, replace the module with one that is know to be working. If the problem is gone when using the known good module, replace the module.

2-14

Continued on next page

Error Logs

Page 69

Error Logs, the Access Log, and System Inventory

Table 2-1:-

Error Code

7403

7404

Description

NO LOOP CURRENT:

Communication problems between the module and central office.

No loop current. If this error occurs four times

consecutively, and if automaintenance busy is enabled and the 50% maintenance-busy limit has not been exceeded, the trunk will be busied-out automatically.

STUCK RINGING:

Communication problems between the module and central office.

If this error occurs twice consecutively, the trunk will be busied-out automatically, whether automaintenance busy is enabled or not.

(Continued)

Action

Test the trunk with a single-line

telephone. If the problem is not in the trunk, replace the module with one that

is know to be working. If the problem is gone when using the known good module, replace the module.

Test the trunk with a single-line

telephone. If the problem is not in the trunk, replace the module with one that

is know to be working. If the problem is gone when using the known good module, replace the module.

7801

7802

NOT IN NORMAL OP MODE:

Module not in normal operation mode.

Reported in background module check.

SANITY INT NOT GENERATED:

Only applies to modules that have station jacks.

Reset the board, if problem persists, troubleshoot the module.

Maintenance → Slot → Slot

Number

Reset the board, if problem persists, troubleshoot the module.

→

Reset

Continued on next page

Error Logs

2-15

Page 70

Error Logs, the Access Log, and System Inventory

Table 2-1:-

Error Code

7803

7804

7805

7806

Description

NO PORT BOARDS AVAILABLE:

This error is reported when modules are

not present.

This error occurs when a sanity test

gets invalid responses. Applies only to modules that have station jacks.

Rarely occurs. Software could not process an event

detection because the slot number was invalid.

NOT IN STANDBY MODE:

Reported during cold start or background check.

(Continued)

INVALID SANITY RESPONSE:

INVALID SLOT NUMBER:

Action

No action required. Delete this entry from the transient log.

Reset the board, if problem persists, troubleshoot the module.

No action required; however, if problem persists, restart the system.

Reset the board, if problem persists, troubleshoot the module.

7807

7808

7809

SELF TEST NOT COMPLETED:

Reported during cold start.

TEST RESULT REGISTER BAD:

A module error or processor error

resulted while running test.

TEST STATUS REGISTER BAD:

A module error or processor error resulted while running test.

Reset the board, if problem persists, troubleshoot the module.

Continued on next page

2-16

Error Logs

Page 71

Error Logs, the Access Log, and System Inventory

Table 2-1:-

Error Code

780A

780C

780D

780E

8401

8402

Description

DPR TEST NOT COMPLETED:

Reported during cold start.

RAM TEST FAILURE:

Memory failed the RAM test. Turns on

the processor LED.

UPPER ROM FAILURE:

Memory failed the ROM test. Turns on

the processor LED.

LOWER ROM FAILURE:

Memory failed the ROM test. Turns on

the processor LED.

MISCELLANEOUS ERROR:

Currently not reported.

WINK TOO SHORT:

Outbound dialing problems on tie trunks. For a tie trunk with delay dialer wink start, the wink from the far end of the network interface is less than the minimum 100 ms. The tie trunk remains waiting for a valid signal.

(Continued)

Action

If problem persists, troubleshoot the

module.

If this problem persists, replace the

processor.

If this problem persists, replace the

processor.

If this problem persists, replace the

processor.

No action required.

Troubleshoot the far end of the network

interface to see if it is working and translated properly. Troubleshoot for faulty cable. Replace the module.

Continued on next page

Error Logs

2-17

Page 72

Error Logs, the Access Log, and System Inventory

Table 2-1: –

Error Code

8403

8404

8405

Description

NO EXTERNAL RELEASE:

Communication problems between the module and central office. Far end has not disconnected within 4 minutes.

If this error occurs twice consecutively, the trunk will be busied-out automatically, whether automaintenance busy is enabled or not.

ON HOOK BEFORE WINK:

Outbound dialing problems on tie trunks. For a tie trunk with delay dial or wink start, the far end of the network interface went on-hook before the handshake was completed.

ON HOOK BEFORE READY:

Outbound dialing problems on tie trunks. For a tie trunk with delay dial or wink start, the far end of the network

interface went on-hook before the guard time elapsed.

(Continued)

Action

Troubleshoot the far end of the network

interface to see if it is working and translated properly. Troubleshoot for faulty cable.

If this problem persists, troubleshoot the tie trunk configuration. Troubleshoot the far end to see if it is working and translated properly. Troubleshoot for faulty cable. Replace the module.

Troubleshoot the far end of the network

interface to see if it is working and translated properly, Troubleshoot for faulty cable. Replace the module.

8406

2-18

INTERDIGIT TOO SHORT:

Inbound dialing problems on tie and DID trunks.

Error Logs

Troubleshoot the far end of the network

interface to see if it is working and

translated properly. Troubleshoot for faulty cable. Replace the module.

Continued on next page

Page 73

Error Logs, the Access Log, and System Inventory

Table 2-1:-

Error

Code

8407

8408

8409

840A

Description

(Continued]

BAD UPDATE:

Communication problems occurred

between the processor and the modules. Module may need to be replaced.

ROTARY RATE > 12PPS:

Inbound dialing problems on tie and DID trunks.

ROTARY RATE < 8PPS:

Inbound dialing problems on tie and DID trunks.

BAD DOWNLINK MESSAGE:

Communication problems occurred

between the processor and the modules. The module received an unrecognized message from the processor.

Action

Turn the processor off and then on.

Repeat system programming procedure. If problem persists, escalate to your technical support organization.

Troubleshoot the far end of the network

interface to see if it is working and translated properly, Troubleshoot for faulty cable. Replace the module.

Troubleshoot the far end of the network

interface to see if it is working and translated properly. Troubleshoot for faulty cable. Replace the module.

Turn the processor off and then on.

Repeat system programming

procedure, If the problem persists,

replace the module.

840B

NO LOOP CURRENT:

Communication problems between the module and the central office. No loop current.

If this error occurs four times consecutively, and if automaintenance busy is enabled and the 50% maintenance-busy limit has not

been exceeded, the trunk will be

busied-out automatically.

Replace the module with a similar

module and test. If the problem is

resolved, replace the bad module. If

the problem persists, reinstall the old

module and test the trunk.

Continued on next page

Error Logs

2-19

Page 74

Error Logs, the Access Log, and System Inventory

Table 2-1: – (Continued)

Error Code

Description

Action

840C

840D

840E

STUCK RINGING:

Communication problems between the module and central office.

If this error occurs four times consecutively, and if automaintenance busy is enabled and the 50% maintenance-busy limit has not been exceeded, the trunk will be busied-out automatically.

INCORRECT FIRMWARE STATE:

If this error occurs four times consecutively, and if automaintenance busy is enabled and the 50% maintenance-busy limit has not been exceeded, the trunk will be busied-out automatically.

UPLINK MESSAGE ERROR:

Communication problems between the processor and the modules. The module received an unrecognized message from the processor.

Replace the module with a similar module and test. If the problem is resolved, replace the bad module. If the problem persists, reinstall the old module and test the trunk.

Turn power off for at least 1 second and then turn it on. Repeat system programming procedure. If problem persists, replace the module.

Turn the processor off and then on. Repeat system programming procedure, If the problem persists,

replace the module.

2-20

8C01

Error Logs

SLOTS NOT EQUAL:

The module that occupies the indicated

slot does not match the slot information contained in the PC backup file.

Troubleshoot the slot descriptions in your backup file against the actual system modules that occupy those slots. After the mismatch is corrected, repeat the restore operation.

Page 75

Error Logs, the Access Log, and System Inventory

Access Log for Maintenance and

System Programming

In addition to checking the error logs, you can check the Access Log to aid

you in your troubleshooting. Each time maintenance or system programming is accessed, the event is

recorded in an Access Log (up to the last 20 events). This information could be useful to determine if one of those events caused an error detected shortly thereafter.

Quick Reference

Menu → Maintenance → System → Access Log

Procedure: Check the Access Log

Step

Display

Maintenance Make a selection System slot

Port

Exit

System: Make a selection Status Error Log

Inventory

Access Log

Exit

Instructions

Select

System.

Access Log.

Access Log for Maintenance and System Programming

2-21

Page 76

Error Logs, the Access Log, and System Inventory

Step

Display

SysProg/Maint AccessLog>

Date

mm/dd/yy hh:mm xxxx xx mm/dd/yy hh:mm xxxx xx mm/dd/yy hh:mm xxxx xx mm/dd/yy hh:mm xxxx xx

Exit

Time Sta SP/M

Instructions

The first screen of the Access Log appears.

Each event is documented by the time and date of occurrence.

Reading the Access Log Screen

The

Sta

console (if so, the extension number is displayed) or from SPM ( direct;

column indicates whether the event occurred from an MLX-20L

SPMD

SPMR

if remote).

The SP/M column indicates whether the event originated from System Programming (

) or Maintenance ( M ).

Scanning the Log

The last 20 events are shown, beginning with the most recently accessed event. To page through the events, press

More.

When you reach the end of the list, you will hear a beep and all variable information will be cleared from the screen. To return to the beginning of the list, select

Exit

and then select

Access Log

again.

System Inventory

If you need to contact your technical support organization, you may need to access the System Inventory screen. Doing so shows you the hardware vintage, software vintage, and ROM ID for each module in the control unit.

2-22

System Inventory

Page 77

Error Logs, the Access Log, and System Inventory

Quick Reference

Menu → Maintenance → System → Inventory → More

each next slot)

Procedure: Check the System Inventory

Step

Maintenance Make a selection System slot Port

Exit

System: Make a selection Status Error Log Inventory Access Log Exit

Display

Enter

Instructions

Select System.

Select

Inventory.

(Only to see

System Inventory: Slot 00

Board xxxxxxxx

Hardware Vintage: xx LEGEND 2.0 Vx.x

(ROM Version)

Exit

Slot 00 information is displayed.

See the following section, “Reading the System Inventory Screen” for additional

information.

Select

to display each next slot,

beginning with Slot 01.

System Inventory

2-23

Page 78

Error Logs, the Access Log, and System Inventory

Step

System Inventory: slot xx

Board xxxxxxxx

Hardware Vintage: xx

Firmware Vintage: xx

Display

Instructions

This screen appears for all slots except

slot 00. To continue displaying each additional

slot, continue pressing More. When you reach the last slot, pressing More returns

Exit

you to slot 00.

Reading the System Inventory Screen

When you first access the System Inventory screen, Slot 00 information is

displayed, as indicated in Line 2. Line 3 indicates that the processor occupies Slot 00. Lines 4, 5, and 6 indicate information that may be asked of you when you call

your technical support organization.

Line 4, the hardware vintage, indicates the revision level of the processor board’s firmware.

Line 5 indicates the release number for the system software, followed by the official software version number.

Line 6 indicates the revision levels of the ROM pairs on the processor board.

Phantom Modules

If the system includes a phantom module (an empty slot that has been

programmed), the System Inventory screen will not recognize it. When replacing or adding modules, make sure phantom module slots remain empty,

and that no modules are installed to their right.

2-24

System Inventory

Page 79

Telephone Problems

Once a problem has been isolated to a telephone (or a group of telephones),

you can run various tests to see if the telephone is working properly. The

quickest approach is as follows:

Replace the telephone (or adjunct) with one that is known to be

working properly.

If the problem persists, connect the telephone to the

2. a cord that is known to be working. If this solves the

the original cord.

NOTE:

If the wiring has been crushed or severed, replace it. The power

supply may be shorted.

If the wire is shorted, do the following:

Clear the short.

Test the power supply for 48 VDC with a voltmeter or by reconnecting the telephone (or adjunct).

If the test for 48 VDC fails, replace the circuit pack in the telephone or adjunct.

control unit using problem, replace

Telephone Problems

3-1

Page 80

Telephone Problems

CAUTION:

A faulty circuit pack has the potential to damage the

power supply, which can cause widespread damage throughout the system.

If the problem persists,

If the problem persists, chapter.

If you change the jack assignment of any telephone, be sure to record the extension jack change on Form 2a, System Numbering—Station Jacks. See Appendix A for details.

replace the mounting cord. continue troubleshooting as described in this

Telephone Troubleshooting

if a reported telephone matches any symptom described in Table 3-1, see the section indicated.

Table 31. Troubleshooting Telephone Problems

Symptom

Intermittent telephone problems

Section

General Telephone and Wiring Problems

Telephone LEDs and/or ringing

tones do not work properly Time appears on display, but

incoming call information does not

appear

3-2

Telephone Troubleshooting

Analog Multiline Telephone Problems

Continued on next page

Page 81

Telephone Problems

Table 3-1. –

Symptom Section

Telephone does not receive tones

from the control unit Several single-line telephones

cannot dial directly even though they are receiving calls

Users cannot make outside calls on single-line touch-tone telephones

Users are getting other people’s calls

Continued

Voice Transmission Problems

Single-Line Telephone Problems

Call Forward Problems

Fixing Telephone Problems

General Telephone and Wiring Troubles

Symptom

Intermittent telephone trouble occurs.

NOTE:

If the customer’s problems pertain to single-line telephones and the customer indicates heavy call traffic, call your technical support organization to determine if additional touch-tone receivers (TTRs) should be added to the system.

Fixing Telephone Problems

3-3

Page 82

Telephone Problems

Procedure

Check modular

connections in the telephone for loose or broken

connectors.

Check modular

connections in the connecting blocks for loose or

broken connectors. Check modular connections in the control unit for loose or broken

3. connectors.

Check transient errors in the error logs for any possible clues. Replace the suspect telephone with a known good telephone to

5. determine if the problem is localized to the suspect telephone.

If local power is provided, check the power supply.

6. If trouble disappears, replace the suspect telephone.

7. If the known good telephone does not work properly, replace the wiring

8. or the module.

Check the other telephones connected to the same module. If they are working properly, the fault is probably in the wiring, or it may be a single-port failure on the module. Replace the wiring between the jack field and the telephone to see if it is a wiring problem. If so, fix the wiring problem.

3-4

10.

If the other telephones connected to the same module are not working properly, the fault is probably in the module.

11.

Check the LEDs on the module. If the module does not have LEDs,

see “System Status” at the end of Chapter 4.

12.

Check the error log for relevant messages. Replace the faulty module.

13.

Fixing Telephone Problems

Page 83

Telephone Problems

Analog Multiline Telephone Troubles

Symptom

Telephone LEDs and/or ringing tones do not work properly.

Procedure

Move the

T/P

switch on the left-hand side to the T (test) position.

You should hear tone ringing. All the red and green LEDs on the terminal should flash alternately.

If the LEDs do not light, replace the telephone with one that is known to

2. be working.

If this resolves the problem, skip the next step. If the LEDs do not light, retest the original telephone by plugging it

directly into the appropriate jack on the control unit, using a cord that is known to be working.

If this resolves the problem, replace the original cord (or local power

unit, if used).

Move the

T/P

switch to its Ringing tone should stop, If any part of the test fails,

normal position. and the LEDs should be off.

replace the telephone.

Fixing Telephone Problems

3-5

Page 84

Telephone Problems

Symptom

Time appears on the display, but the incoming call information does not.

Procedure

Move the

T/P

switch on the side of the telephone to the center position.

Voice Transmission Troubles

Symptom

Telephone does not receive tones.

Procedure

Check the control unit and wiring with a telephone that is known to be working properly.

Single-Line Telephone Problems

Symptom

Many single-line telephones cannot dial correctly even though they are receiving calls.

3-6

Fixing Telephone Problems

Page 85

Telephone Problems

Procedure

Using a single-line telephone, test the TTRs as follows:

✱

Pickup the handset, dial

, and the 2-digit number of the TTR to be

tested.

If you hear a busy tone, the receiver is in use. If you hear a reorder tone, you have misdialed or have reached

an invalid TTR. If you hear a dial tone, continue this test.

Dial

123456789 ✱ 0#

You should hear a dual-tone multifrequency (DTMF) signal as each button is pressed. If the test is successful, you will hear a three-beep

confirmation tone within one to three seconds after you enter

Hang up and repeat the test for each TTR.

Replace the module containing the faulty TTR if this test fails.

NOTE:

If all TTRs fail this test, repeat the test using a telephone that is known to be working. If the test completes successfully, replace the original telephone.

Symptom

User cannot make outside calls on touch-tone telephone.

Procedure

Check the individual trunk for rotary-dial programming.

See the System Programming guide for details.

Fixing Telephone Problems

3-7

Page 86

Telephone Problems

Call Forward Problems

Symptom

Users are getting other people’s calls.

Procedure

Usually this problem results when someone unknowingly activates Call Forward. Cancel the forwarding of calls to the receiving telephone as follows:

■ For multiline telephones:

1. Select

2. Dial ✱ 34

■ For single-line telephones:

Feature.

✱

1. Pickup the handset.

2. Dial # ✱

✱

3. Hang up.

NOTE:

You can perform these procedures from the receiving telephone or from the forwarding telephone.

3-8

Fixing Telephone Problems

Page 87

Telephone Problems

MLX Telephone Tests

Symptoms

LEDs, ringer, buttons, switchhook, or display do not appear to be working

properly.

NOTE:

Telephones cannot be tested remotely.

Procedure

Pickup the handset.

At the dial tone, dial The telephone should go into test mode. For some tests, this means

that the LEDs turn on. For others, it means that the phone starts ringing.

This test connects a test tone to the B-channel and sends a repeated ring burst to the telephone.

For an MLX telephone with a DSS attached, activating this test should turn on all of the LEDs and the phone should ring throughout the test.

For MLX display telephones, the display blanks out and is redrawn as a grid of small dots.

For each line/feature button with two LEDs, press that button to toggle the LEDs red and green.

If the red and green LEDs do not toggle on and off, the LEDs are in

error.

✱

(the feature access code).

MLX Telephone Tests

3-9

Page 88

Telephone Problems

Press the fixed-feature buttons that have LEDs (

4. and

Speaker)

to toggle the LED on and off.

Feature, HFAl, Mute,

If the LED does not toggle on and off, the LED is in error.

NOTE:

Mute

and

Speaker

LEDs may not toggle consistently since

they

are managed by both the control unit and the telephone.

Press the fixed-feature buttons that do not have LEDs (

Conf, Drop,

one of these buttons, the

and

Add)

and the dialpad buttons. Each time you press

Message

LED toggles on or off.

If any one of these buttons does not toggle the

Message

Transfer,

LED, the LED

is in error. Press the fixed-feature buttons and the dialpad button in the following

6. sequence to turn on all the LEDs:

a. Volume down

b. Volume up c. Transfer d. Conf

e. Drop

f. Hold

123456789 ✱ 0#

If any of these LEDs does not toggle on and off, the LED is in error. If you are finished testing the telephone, hang up, If not, continue with

7. the next step.

3-10

MLX Telephone Tests

Page 89

Telephone Problems

To test an MLX display, press each display button that you want to test. Each button displays in the upper-left corner as follows:

Table 3-2. MLX Telephone Display Buttons

Button

Home

Menu More Inspct

Each soft display button

If you are finished testing the telephone, hang up. If not, continue with

Displays as

HOME

INSPECT

DISPLAY BUTTON nn where nn is 1 through 10,

depending on which button you press.

the next step.

MLX Telephone Tests

3-11

Page 90

Telephone Problems

10.

To test the Multi-Function Module, do the following:

Connect a single-line telephone to the Multi-Function Module (MFM).

Pick up the handset on the single-line telephone.

When you hear the system access or intercom dial tone, dial

✱

The diagnostic test tone connects to the B-channel.

Dial

Recall

You should hear a confirmation tone (three beeps).

Hang up.

from the single-line telephone.

123456789 ✱ 0#

, wait for silence, and then quickly press

to perform a switchhook flash.

You should hear a ring burst, and the

on.

Dial

#54

to turn off the

Message

operations.

Message

LED should turn

LED and resume normal

3-12

MLX Telephone Tests

Page 91

Control Unit Problems

Once you resolve any problems with telephones, adjuncts, and any related wiring, you can move your troubleshooting to the control unit. Troubleshoot the control unit in the following order:

Power supply

Processor

Trunk/extension modules (referred to as modules throughout this

guide)

Carrier

WARNING:

Beware of hazardous voltages; only qualified technicians should attempt to service the control unit. Follow all procedures carefully.

Control Unit Problems

4-1

Page 92

Control Unit Problems

Power Supply Problems

Failure of the power supply shuts down everything connected to the carrier.

Checking the Power Supply

If you suspect the power supply of failure, check the following as described in

this section:

1. LED on the power supply

2. Interlocking post on the carrier (behind the power supply)

3. Ring generator if present

4. Auxiliary power unit(s) if present

Checking the LED

If you suspect the power supply, first check the LED. If it is off, check the power switch. If it is off, turn it on as follows:

Starting from the rightmost power supply in the system, turn on the power switch for each expansion carrier.

The green power lights on each expansion carrier power supply should

turn on.

Turn on the power switch on the basic carrier power supply. The green light on the power supply should turn on. The red light on the processor should turn on for 15 to 45 seconds and

3. then turn off.

All indicators on the 100D and 400EM modules (if present) should turn on and then off. They remain off when the modules are idle.

If any of the responses just indicated does not occur, or if the console

operator reports any problems, continue troubleshooting.

4-2

Power Supply Problems

Page 93

Control Unit Problems

Checking the Interlocking

If the power supply is not working, check the interlocking post:

Turn off the power and remove the power supply as described in the

next section, “Replacing the Power Supply.”

Post

WARNING:

Never remove the power supply without first turning off the power switch and disconnecting the cord from the AC outlet.

As shown in Figure 4-1, the carrier has a small, cylindrical post that

2. locks into the power supply.

If this post is broken, replace the carrier.

If the interlocking post is in good condition, reinstall the power supply as described in the next section, “Replacing the Power Supply.”

Power Supply Problems

4-3

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Control Unit Problems

Figure 4-1. Power Supply Interlocking Post

Checking the Ring Generator

Symptom

Tip and ring machines, do not ring.

If this symptom occurs, replace the ring generator as described in the following procedure.

devices, such as single-line sets, fax machines, and answering

4-4

Power Supply Problems

Page 95

Control Unit Problems

Replacing the Ring Generator

WARNING:

Hazardous electrical voltages may be present if the following steps

are not performed correctly.

Follow these steps to replace a ring generator (see Figure 4-2 throughout this procedure):

Make sure each power supply is turned off, including the module in the

control unit and any auxiliary power units.

Unplug the power supply cord from the AC outlet (or from the auxiliary power unit) and then from the power supply.

NOTE:

At this point, all cords should be removed from the power supply.

Remove the power supply from the carrier.

3. Place the power supply on its left side and remove the five screws.

4. Carefully turn the module over on its right side and then remove the top

5. of the power supply housing.

Detach the cables from the inside edge of the plastic housing by removing them from the clips.

Disconnect the 4-pin cable from the header labeled

P202

on the left

side of the power supply circuit board.

NOTE:

As shown in Figure 4-2, you may need to pry back the clip to free the cable.

Power Supply Problems

4-5

Page 96

Control Unit Problems

4-6

Figure 4-2. Replacing a Ring Generator

Power Supply Problems

Page 97

Control Unit Problems

Disconnect the other cable from the header labeled

P101

side of the power supply circuit board.

NOTE:

As shown in Figure 4-2, you need to grip this cable firmly and pull forcefully.

Remove the four screws from the ring generator as shown in Figure 4-2.

10.

Remove the ring generator.

11.

Position the replacement ring generator as shown in Figure 4-2 and align the screw holes.

NOTE:

Make sure the

of the power supply housing as the

header on the ring generator is on the same side

P1O1.

header on the circuit

board.

on the right

12.

Replace the four screws and fasten them to secure the ring generator.

Connect one end of the new ring generator’s cable with the 3-pin

13. connectors to the header labeled

P1O1

on the power supply circuit

board.

NOTE:

This cable connector, as with all four of the cable connectors, is

keyed so that you cannot attach it to the header if it is turned the

wrong way.

Power Supply Problems

4-7

Page 98

Control Unit Problems

Connect the other end of the cable to the header labeled

14.

on the

ring generator.

NOTE:

The cable headers,

P1.

and

P101,

should be on the same side of

the housing, so that the cables are not crossing each other.

15.

Connect one end of the new 4-pin cable to the header labeled

P202

the power supply circuit board.

Connect the other end of the cable to the header labeled

16.

on the

ring generator.

17.

Attach the cables to the clips on the inside edge of the plastic housing.

18.

Replace the top of the module housing.

NOTE:

Take time to ensure that the on/off faceplate on the front of the power supply housing is aligned and inside the top cover.

19.

Carefully, taking time to make sure the on/off faceplate stays aligned, turn the module over and replace the five screws.

20.

Verify that the modification label

Equipped with 129B Freq Gen

as adhered to the wire manager (on the front of the power supply shown in Figure 4-2).

If not, adhere the label supplied with the new ring generator.

21.

Reinstall the power supply by hooking the top into the carrier and then swinging it down into place. Push the lower end firmly until the locking tab clicks.

Reconnect the cords to the power supply and then the auxiliary power

22. units (if any were connected before).

23.

Connect the cord(s) to AC power when ready to power up the system.“

4-8

Power Supply Problems

Page 99

Control Unit Problems

Checking the Auxiliary Power Unit(s)

Symptom

The LEDs on the multiline sets that are connected to the last two

modules in the carrier do not light up. The last two slots in the carrier do not have power. The power supply LED is off.

If these symptoms occur, replace the auxiliary power unit as described below.

Replacing Auxiliary Power Units

See Figure 4-3 throughout this procedure.

Make sure that the switch on the power supply is turned off.

Unplug both the power supply and the auxiliary unit from the outlet.

Disconnect the cord from the jack labeled

AUX POWER INPUT

power supply.

Remove the auxiliary power unit (with the two cords still attached).

Mount the replacement auxiliary power unit in place of the old one.

the

Power Supply Problems

4-9

Page 100

Control Unit Problems

4-10

Figure 4-3. Replacing an Auxiliary Power Unit

Connect the cord into the jack labeled replacement auxiliary power unit.

Connect the other end into the jack labeled power supply.

Power Supply Problems

J2 DC OUTPUT

on the

AUX POWER INPUT

on the

AT&T MERLIN LEGEND Communications System Release 2.0 Maintenance And Troubleshooting Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

IMPORTANT SAFETY INSTRUCTIONS

Customer Support Information

About This Book

Intended Audience

Conventions

Product Safety Labels

Related Documents

How to Comment on This Document

Introduction to System Maintenance

Equipment

Maintenance Terminal

Tools

Removing the Control Unit Housing

Installing the Control Unit Housing

On-Site Maintenance

Setting up the MLX-20L Maintenance Terminal

MLX-20L Failure

Setting up the PC

Remote Maintenance

Considerations

Dialing the Attendant

Dialing the Modem Directly

Maintenance Strategy

Trouble Reports

Automatic Tests

Alarms

Clearing Alarms

System Restarts

Warm Start

Restart (Cold Start)

System Erase (Frigid Start)

Isolating the Trouble

Step 1a: Check Telephone Problems

Step lb: Check Permanent Errors

Step 2a: Check the Error Logs

Step 2b: Trouble Accessing the Error Logs

Step 3: Check the Power Supply

Step 4: Check the Processor

Step 5: Check the Modules

Step 6: Check the Control Unit Carrier

Step 7: Check the Trunks

Step 8: Check the Central Office

Step 9: Escalate

Unit Loads

Checking Unit Loads

Unit Loads for the Hybrid/PBX Mode

Unit Loads for Key or Behind Switch Mode

Auxiliary Power Units

Error Logs, the Access Log, and System Inventory

Error Logs

Checking the Error Logs

Quick Reference

Procedure: Check the Error Logs

Checking Permanent Errors

Checking Transient Errors

Interpreting Error Codes

Quick Reference

Access Log for Maintenance and System Programming

Reading the Access Log Screen

Scanning the Log

System Inventory

Quick Reference

Procedure: Check the System Inventory

Reading the System Inventory Screen

Phantom Modules

Telephone Problems

Telephone Troubleshooting

Fixing Telephone Problems

General Telephone and Wiring Troubles

Symptom

Procedure

Analog Multiline Telephone Troubles

Symptom

Procedure

Symptom

Procedure