Troubleshooting Merlin Magix

QCC Not Ringing for Incoming Calls

Possible Cause 1: The lines are not assigned to the QCC queue.

What to do: Use system programming to assign the lines to the QCC queue. Finally, check to see whether incoming calls ring at the console.
• If the console rings for incoming calls, you have solved the problem. If not, go to Possible Cause 2.
• If the console is still not ringing, go to Possible Cause 2.

Possible Cause 2: The Position Busy feature is turned On.

What to do: Check the green light next to the Position Busy button.
• If the green light is on, then Position Busy is turned On. Press the button to deactivate the feature and to turn the light off. Finally, check to see whether incoming
calls ring at the console. If they do, you have solved the problem. If not, go to Possible Cause 3.
• If the green light is off, then Position Busy is not turned On; go to Possible Cause 3.

Possible Cause 3: The Calls-In-Queue Alert option is disabled (this is the factory setting). The number of calls in the queue has exceeded the programmed threshold, or the callers have waited too long, and calls are being directed to a backup.

What to do: Use system programming to check whether the QCC’s optional Calls-In-Queue Alert is disabled.

• If the Calls-In-Queue Alert option is set to Disable, change it to Enable, if appropriate. Finally, check whether incoming calls ring at the console. If they do, you have solved the problem. If not, go to Possible Cause 4.
• If the Calls-In-Queue Alert option is set to Enable, go to Possible Cause 4.

Possible Cause 4: Night Service may be On, and calls may be ringing at extensions assigned to the Night Service group rather than at the QCC.

What to do: Check the green light next to the Night Service button. If there is more than one QCC, all must have Night Service activated in order for calls to ring at Night Service
group extensions. Lines assigned to a Night Service group ring when the QCC assigned for that group has Night Service turned On; other QCCs do not need Night Service
turned On.
• If the green light is on at all QCCs in the system, then Night Service is turned On. Press the button to deactivate the feature and to turn the light off. Finally, check whether incoming calls ring at the console. If they do, you have solved the problem. If not, go to Possible Cause 5.
• If the green light is off, then Night Service is not turned On; go to Possible Cause 5.

Possible Cause 5: The telephone may be defective.

What to do: Test the telephone by replacing it with another 4424LD+ or MLX-20L telephone that you know is working properly.
• If only one 4424LD+ or MLX-20L telephone is available plug that telephone into a jack that you know is working and then retest. If the telephone rings for incoming calls, then the original jack may be faulty; call Carroll Communications at 732-751-0101 (consultation charges may
apply).
• If the replacement telephone rings for incoming calls, then replace it with the original telephone and check again. If the original telephone still does not ring for incoming calls, then the original telephone may be defective. Call Carroll Communications at 732-751-0101 (consultation charges may apply).
• If the replacement telephone does not ring for incoming calls, there may be a problem with the system wiring or the control unit.

Troubleshooting Merlin Magix Main

Troubleshooting Magix Phone System

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