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Troubleshooting Merlin Magix


Difficulty Making Outside Calls

Possible Cause 1: This extension is restricted from making outside calls.

What to do: Use system programming to check the extension’s Calling Restrictions, if any. If the extension is toll- or outward-restricted, change it to unrestricted, if appropriate. Try again to make an outside call from the extension.
• If you can make outside calls from the extension, you have solved the problem.
• If you cannot make outside calls, go to Possible Cause 2.

Possible Cause 2: If the system (Hybrid/PBX mode) uses pool dial out codes, the extension may be restricted from dialing the pool dial out code.

What to do: Use system programming to determine whether the pool dial out code has been assigned for the extension.
• If the pool dial out code is missing, assign it, if appropriate, and try again to make an outside call. If you can, you have solved the problem. If you cannot, go to Possible Cause 3.
• If the pool dial-out code is not missing, go to Possible Cause 3.

Possible Cause 3: If the system (Hybrid/PBX mode) is set up for Automatic Route Selection (ARS), the extension’s Facility Restriction Level (FRL) may be set too low. The extension’s FRL must be greater than or equal to the route’s FRL.

What to do: Use system programming to check the extension’s FRL.
• If the FRL is set to less than 6, increase the FRL to 6 and try again to make an outside call. If you can now make outside calls on the telephone, adjust the FRL as needed. You have solved the problem.

SECURITY ALERT:
Changing the extension’s Facility Restriction Level may compromise the security of your system. If you leave the FRL at 6, ensure that the person at the extension is authorized to make toll calls.
• If, after setting the FRL to 6, the problem persists, change the FRL back to the original setting and go to Possible Cause 4. Calls going across a private network may be
affected by the improper setting of the FRL.

Possible Cause 4: ARS tables are not programmed correctly.

What to do: Use system programming to check for correct pools, correct digit manipulation (prepending, dropping, etc.), and correct type of call (data only, voice only, or both).

Possible Cause 5: A Disallowed List is assigned to the extension.

What to do: Use system programming to check whether a Disallowed List is assigned to the extension.
• If a Disallowed List is assigned to the extension, remove it, if appropriate. Try again to make an outside call. If you can, you have solved the problem. If you cannot, go to Possible Cause 6.

Possible Cause 6: Night Service with Outward Restriction is activated.

What to do: Check to determine whether Night Service with Outward Restriction is activated by checking the light next to the Night Service button on the operator’s console.
• If the light is on, then Night Service is activated and there are restrictions on outside calls. Use the Night Service password, if known, or use system programming to put the extension on the Night Service Exclusion List, if appropriate. Finally, try again to make
an outside call. If you can, you have solved the problem. If you cannot, go to Possible Cause 7.

SECURITY ALERT:
Extensions on the Night Service Exclusion List have unrestricted calling privileges and are not
protected from unauthorized after-hours use.

• If the light is off and Night Service is not activated, go to Possible Cause 7.

Possible Cause 7: Forced Account Code Entry is assigned to the extension.

What to do: Use system programming to determine whether Forced Account Code Entry is required for that extension.
• If it is, remove the extension from the list of extensions required to use account codes, if appropriate. Try again to make an outside call. If you can, you have solved the
problem. If you cannot, go to Possible Cause 8.
• If the extension is not on the list, go to Possible Cause 8.

Possible Cause 8: In Hotel mode, the extension may be restricted from making calls.

What to do: Check the Extension Status of the extension by observing its lights on the operator’s DLC. To do this, change the console from a normal operator position to a
calling supervisor’s console by pressing the Feature button and dialing 32, then touching the Hold button. Check either the red light next to the extension’s DSS button or the green
light next to the Auto Dial button programmed for the extension.
• If the light is flashing or on, the extension is restricted from making outside calls. To change the Extension Status to 0 and remove restrictions, press the Feature button and dial 760; then press the DSS button for the extension.
Change the console back to normal operator status by pressing the Feature button and dialing 32 and then pressing the Drop button. Try again to make an outside call. If you can, you have solved the problem. If you cannot, go to Possible Cause 9.
• If the light is off, change the console back to the normal operator position by pressing the Feature button and dialing 32 and then pressing the Drop button. Go to
Possible Cause 9.

Possible Cause 9: The telephone may be defective.

What to do: Test the telephone by replacing it with a similar telephone that you know is working properly.
• If the replacement telephone can make outside calls, then replace it with the original telephone and check again. If the original telephone still cannot make outside
calls, then it may be defective. Call Carroll Communications at 732-751-0101 (consultation charges may apply).

• If the replacement telephone cannot make outside calls, there may be a problem with the system wiring or the control unit. Call Carroll Communications at 732- 751-0101(consultation charges may apply).
If you are dialing an outside number on a private-networked system, the problem may be
that the PRI PSTN outgoing tables are not programmed correctly.

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1-800-429-0077 ::: Fax 1-732-751-8811
5133 West Hurley Pond Rd., Farmingdale, NJ 07727
info@carrollcommunications.com
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