Troubleshooting Merlin Magix

Calling Group Members Not Receiving Calls

Possible Cause 1: The Calling Group member’s telephone is not available.

What to do: Log the member in by doing one of the following:
• Using the operator’s or Calling Group supervisor’s DLC, enter supervisory mode by pressing the Feature button, dialing 32, and pressing the Hold button. Check the
light next to the Auto Dial or DSS button for the member’s extension; it is either off or flashing when the member is unavailable to take calls. Log the member in by pressing a programmed Available button, or by pressing the Feature button and dialing 762, before pressing the Auto Dial or DSS button for the extension. Finally, check to see whether calls to the Calling Group
are received. If they are, you have solved the problem.
If they are not, go to Possible Cause 2.
• At the member’s telephone, do either of the following:
— If the member’s telephone has a programmed Available button and the light next to it is off,
the member is logged out. Log the member in by pressing the button. Check whether calls to
the Calling Group are now received. If they are, you have solved the problem. If they are
not, go to Possible Cause 2.
A Calling Group on a MERLIN MAGIX system can contain the non-local extension number of a Calling Group on another system in the private network. See the Network Reference for network-specific problems with Calling Groups.

— If the member’s telephone does not have a programmed button (including single-line
telephones), log the member in by dialing #44 while off-hook on an SA or ICOM line. Check
whether calls to the Calling Group are now received. If they are, you have solved the problem. If they are not, go to Possible Cause 2.

Possible Cause 2: The lines/trunks may not be assigned to the Calling Group.

What to do: Assign incoming lines to the Calling Group extension number (see “Group Calling in the Feature Reference). If calls on these lines still do not reach the Calling Group members, go to Possible Cause 3.

Possible Cause 3: The queue control setting may be too low, so that callers are receiving a busy signal.

What to do: Consult “Group Calling” in the Feature Reference to set the queue control value to a higher number. The factory-set default is 99 calls allowed in the queue, but the value can be set to any number between 0 and 99. If the queue control value is properly set, go to Possible Cause 4.

Possible Cause 4: The telephone may be defective.

What to do: Test the telephone by replacing it with a similar telephone that you know is working. Program the buttons as appropriate.
• If Calling Group calls are received on the replacement telephone, then replace it with the original telephone and check again. If the problem persists on the original telephone, then the original telephone may be defective. Call Carroll Communications at 732-751-0101 (consultation charges may apply).
• If Calling Group calls are not received on the replacement telephone, there may be a problem with the system wiring or the control unit. Call Carroll Communications at 732-751-0101 (consultation charges may apply).
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Troubleshooting Magix Phone System

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