Troubleshooting guide

Troubleshooting Guide
54
Any Calls are being cut off • Trunk programming error
• Hardware issue
• Wiring fault
Check for a pattern.
• Are the calls always being made
to the same number?
• Is it a cellular phone? If it is it is
likely to be a cellular issue.
• Is this affecting many users or just
one? Build a pattern.
• Many Users - Check SMDR
records to see if it is a particular
trunk or link that is causing the
problem.
• One User - Ensure that it is not a
hardware or wiring issue.
Any An internal caller does not
get a busy signal when
calling a busy internal
station.
A busy signal is not returned
to the caller when the call is
immediately camped onto
another internal station that
is in the busy stated. This
can be caused by the Class
of Service (COS) option Auto
Camp-on Timer being set to
0 (zero).
In the Class of Service Options:
• Disable the Auto Camp-on Timer
option by blanking the option
field.
OR
• Increase the Auto Camp-on
Timer to a number larger than
zero (e.g. 10 seconds).
Any User reports that they are
continually receiving
incorrect calls.
System or set programming
error
Establish if the calls are always for
the same person or if they are for
different people.
If the calls are always for the same
person check the following:
• Telephone Directory to ensure
that the name and extension
number are correct.
• The users number against that of
the person people are looking for.
If the numbers are similar then it
is possible that people are dialing
incorrectly. Changing the users
extension number maybe an
option.
• That the person being called has
not call forwarded or rerouted
calls to the user (who raised the
complaint) in error.
If the calls are for different people try
these options:
• Ask the user to log the calls
received in Error.
• Check the SMDR logs to
establish a pattern.
Table 15: General Phone Troubleshooting
Phone Symptom Probable Cause Corrective Action
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