Troubleshooting Merlin Magix

Some Telephones Are Dead (No Dial Tone or Lights)

Possible Cause 1: The telephones are not receiving power.

What to do: Check that each telephone is plugged into a telephone wall jack that you know is working.
• If the telephones now have dial tones and lights, there may be a problem with the system wiring or the control unit associated with the faulty telephone or telephones.
Call Carroll Communications at 732-751-0101 (consultation charges may apply).
• If the telephones are still dead, go to Possible Cause 2.

Possible Cause 2: For single-line telephones, the Idle Line Selection may be set incorrectly. (If not a single-line telephone, go to Possible Cause 4.)

What to do: Use centralized telephone programming to ensure that the Ringing/Idle Line Preference is set to On.
Check to see whether the telephone now has dial tone.
• If the telephone receives a dial tone, you have solved the problem.
• If the telephone is still dead, go to Possible Cause 3.

Possible Cause 3: For single-line telephones, the Automatic Line Selection may be set incorrectly; (If not a single-line telephone, go to Possible Cause 4.)

What to do: Use centralized telephone programming to set the Automatic Line Selection for the extension. Check to see whether the telephone now has a dial tone.
• If the telephone receives a dial tone, you have solved the problem.
• If the telephone is still dead, go to Possible Cause 5.

WARNING:
If you must check something on the control unit, proceed with caution. Do not stand on a box or chair to reach the unit if it is installed out of easy reach. If you do not have a stable ladder or other proper equipment, do not proceed; wait for the technician.
The following procedure may help the technicians analyze your problem. You
should not perform this procedure, however, unless you have experience removing the
control unit cover and working with the control unit extension jacks.

Possible Cause 4: If an MLX telephone is not working, it may be plugged into an MLX extension jack that is programmed for CTI link.

What to do: Follow the procedure for printing an Extension Information Report to determine whether the jack is programmed for CTI link.
• If the jack is programmed for a CTI link and you wish to retain the link, plug the MLX telephone into another available MLX jack.
• If the jack is programmed for a CTI link and you wish to remove the link programming, unplug the telephone from the MLX jack.
• If the jack is not programmed for a CTI link, go to Possible Cause 5.

Possible Cause 5: The telephones may be defective.

What to do: Test each telephone by replacing the dead telephone with a similar telephone that you know is working.
• If the replacement telephone receives a dial tone and its lights function, then replace it with the original telephone and check again. If the original telephone still does not receive a dial tone and its lights do not function, then the original telephone may be defective.
Call the Carroll Communications at 732-751-0101 (consultation charges may apply).

• If the replacement telephone does not receive a dial tone and its lights do not function, there may be a problem with the system wiring or the control unit. To test one possible wiring problem, go to Possible Cause 6.

Possible Cause 6: A module (or modules) may be defective.

What to do: Identify the control unit module (or modules) where the telephones are connected.
• If the telephones are all connected to one module, there may be a problem with the module. Call Carroll Communications at 732-751-0101 (consultation charges may apply).
• If the dead telephones are connected to modules that also connect to working telephones, test the jacks on the modules. Identify the port where each nonfunctional
telephone is connected.
The following procedure may help the technicians analyze your problem. You
should not perform this procedure, however, unless you have experience removing the
control unit cover and working with the control unit extension jacks.

Identify a second port in the same module connected to a working telephone and unplug the jack from the module. Plug the jack for the dead telephone into the extension jack that is now open. If the telephone works, call Carroll Communications at 732-751-0101 (consultation
charges may apply).
• If the telephones do not work when plugged into module jacks that are known to be functioning, call the Carroll Communications at 732-751-0101(consultation
charges may apply).

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