Telephone Troubleshooting - 10/08/01

For the specified problems, replace components or check items in the order given.

Problem	Handset & cord	Telephone base	Telephone wall cord Check cross connects	Software Issue
Can't hear / be heard	X	.	.	.
Lights don't work	.	.	.	X
Phone doesn't ring	.	X	.	.
Dead phone	.	2nd	3rd	1st
Won't hang up / pick up	1st	2nd	.	.
All lights flash	.	X	.	.
Dialing wrong / can't dial specific number	.	X	.	.
Line / feature button not working	.	2nd	.	1st

If the correct phone type is plugged in, but the system does not recognize it correctly:
Unplug the phone
Wait 10 seconds
Plug the phone back in

Start with known good phone, including cords (test at working location)
Plug phone in at Wall plate. If you get dial tone, complete phone checkout (lights work properly, correct extension). If no dial tone, go to step 3.
Go to Closet. Plug patch cable into RJ45 straight through adapter, other end to phone.
If good, problems at wall plate or in station cable. Retest station cabling and fix problems. If not good, go to step 4.
Go to Switch room. Plug test phone (mounted on rack) into test plug.
Disconnect cross connect at system 66 block end (not pair end).
Use test "coiley" cord plugged onto port in question, with connector Up position noted.

Look up extension in database
Open ML Excel database
Do CNTRL F (find) and type extension to find. Do find again if it matches a pair, room, etc.
Use testphone in switchroom.
Move phone to testport
Plug test "coiley" cord onto port found in database, with connector UP position noted.
Get dialtone.
Forward line. #91 XXXX (extension to forward to)

**NOTE: If after station forwarding is complete, calls do not go to PhoneMail, check Programmed forwarding for destination extension. ADDDEST, type CFW. ML phonemail = 1908