Basic Handset Faults

· Avaya
Authors

The following procedures give you a guide to resolving basic handset faults.

Check the physical handset.

Unplug and re-plug all the connections,

  • check cable between handset and receiver.
  • check cable to headset (if applicable)
  • check cable to wall socket.

If problem persists, swap the handset with a working set of the same model, if the trouble remains then try another wall socket.

Check the Status of the phone.

From the Avaya administration terminal, type in the command status station xxxx where xxxx is the extension number and press enter.

  • If the service state is disconnected, go to “Checking the physical handset.
  • If the service state is in service/on hook, this is normal for this type of phone, go to “Checking the physical handset.
  • If the service state is in-service/off-hook, this means the phone is in use, but if the connected ports: field is empty and the phone is not in use, go to the “Checking the physical handset”.
  • If the service state is no hardware assigned, the extension is not attached to a physical handset.
  • If the SAC activated field shows yes, you need to deactivate Send All Calls. See instructions below for deactivation.
  • If the CF Destination Ext field is filled in with any number or letter, you need to deactivate Call Forwarding. See instructions below for deactivation.
  • If the User Cntrl Restr  field or the Group Cntrl Restr  is populated, calls from this station have been restricted. See instructions below for deactivation.

Deactivate Send All Calls (SAC)

From the Avaya administration terminal, type in the command disp feature and press enter, this will show you the feature access code (FAC) required to disable send all calls if it does not have a button configured on the handset.

To deactivate Send All Calls (SAC) from a station:

  1. Press a call appearance button to get a dial tone.
  2. Punch in the Send All Calls deactivation code.
  3. Listen for the confirming tone.

To deactivate Send All Calls (SAC) on a station with console permissions:

  1. Press a call appearance button to get a dial tone.
  2. Punch in the Send All Calls deactivation code.
  3. Enter the number of the extension to be deactivated.
  4. Listen for the confirming tone.

Deactivate Call Forwarding

From the Avaya administration terminal, type in the command disp feature and press enter, this will show you the feature access code (FAC) required to disable call forwarding if it does not have a button configured on the handset.

To deactivate Call Forwarding from a station:

  1. Press a call appearance button to get a dial tone.
  2. Enter the Call Forwarding deactivation code.
  3. Listen for the confirming tone.

To deactivate Call Forwarding from a station with console permissions:

  1. Press a call appearance button to get a dial tone.
  2. Enter the Call Forwarding deactivation code.
  3. Enterthe station number to deactivate.
  4. Listen for the confirming tone.

To find the Call Forwarding deactivation code, use the command display feature-access-codes and look on page one for the line

Call Forwarding Activation Busy/DA: All: Deactivation:

The deactivation code is on the right.

Check for group restrictions and user restrictions.

Use the command status station xxx where xxxx = Station extension number. Check the value in the ‘User Cntrl Restr’ and the ‘Group Cntrl Restr’.

If the value is none, there are no controls enabled.

If the User Cntrl Restr field is populated, the extension has been denied access to some or all outward calls.

If the Group Cntrl Restr field is populated, the attendant has restricted access to a trunk group, or the group restriction feature code has been used to restrict calls for a trunk group.

Deactivate group control of trunks by attendant.

If a trunk group is controlled by the attendant, the Cont light for the trunk group will be lit.

  1. Press Cont Deact button. The Cont Deact lamp lights steadily.
  2. Press Trunk Group Select button of the trunk group for which control is to be deactivated while observing the Cont Deact lamp and the Cont lamp for the specified Trunk Group Select button.

If Cont Deact lamp goes dark; Cont lamp for the specified Trunk Group Select button goes dark – operation allowed.

If Cont Deact lamp flutters, then goes dark; Cont lamp for the specified Trunk Group Select button remains lighted – operation denied; return to Step 1.

Deactivate group and user controls using the Feature Access Code.

Deactivate Controlled Restriction using the command status station xxxx where xxxx = Station extension number. Check the value in the ‘User Cntrl Restr’ and the ‘Group Cntrl Restr’ when the status station command shows User or Group restrictions.

From the Avaya administration terminal, type in the command disp feature and press enter, this will show you the feature access code (FAC) required to disable Group Control Restrict Deactivation or User Control Restrict Activation/Deactivation.

To deactivate Controlled Restriction using the feature access code:

  1. Dial the group or extension deactivation feature access code.
  2. Dial the number for the type of restriction:
    1. Outward – The voice terminal cannot place calls to the public network.
    2. Total – The voice terminal cannot place or receive calls.
    3. Termination – The voice terminal cannot receive any calls. Incoming calls.
    4. Station-to-Station – The voice terminal cannot place or receive station-to-station calls.
  3. Dial the voice-terminal extension or the Class of Restriction (COR) number that has the restriction.
  4. Press the # key to finish.
  5. Use the status station xxxx command to see if any other restrictions are still present.

 

 

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