IP Office Troubleshooting
User Numbers are Not in the Correct Order
Issue
Users' extension numbers are not in the correct order or the expansion module does not seem to work.
Actions
I. When an expansion module is properly connected to an IP Office control unit, the control unit automatically detects the module and creates user numbers accordingly. For example, when the first module is connected to a control unit, the system creates the first set of relevant users with
extensions 201 onwards (i.e. the last extension number for a module with 30 extension ports is 231); when the second module is connected, the user numbering continues from 232 onwards.
If an expansion module is already connected and the users configured, then the module is disconnected and re-connected via a different expansion slot on the control unit, the system will not delete the existing user numbers; therefore, it will automatically create the next set of user
numbers and the existing users will not have any of the same extensions or user settings as before.
PROCEDURE
If you are replacing one expansion module (i.e. a DS module) with another (i.e. an analog module), the proper procedure for replacing the two must be performed to ensure that the system detects it and the correct user extensions are created. To properly replace an expansion module:
Delete the old module from the list of units.
i. Log onto Manager and open the IP Office configuration.
ii. Click Units from the Configuration Tree. A list of modules that have been connected to the control unit is listed. This list includes all modules (even those that have been disconnected or powered down) that have ever been connected to the unit. The system does not automatically update this list when a module is removed.
A sample list is provided below.
iii. Right-click the expansion module to be removed and select Delete.
2. Click Extension from the Configuration Tree. The list of all extensions are listed. Delete all the extensions relating to the old module.
3. Power up the new module and connect this module to the IP Office control unit. A list of new extensions and users are automatically created.
4. Power cycle/reboot the IP Office control unit. System
5. Delete the list of new users created because you want to retain the existing users and their settings.
6. Map the existing users to the new extensions.
7. Power cycle/reboot the IP Office control unit.
II. If the IP Office configuration was configured using the Wizard application, the port assignment of the expansion module is defined during the configuration process. If the hardware setup does not mimic the configuration setting, this can cause discrepancies with extension numbering and
expansion module settings. The quickest way to resolve the discrepancy is to:
1. Reconnect the modules into the appropriate port based on what was defined in Wizard.
2. Power cycle/reboot the IP Office control unit.
III. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Validation
The user numbering should be as expected and all users are able to make and receive calls.
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