Several dealers have found that DCS phones & AOM units get into an 'unplugged' condition. These seems to be aggravated by excessive static electricity. A number of dealers have experienced this problem, and this seems to be a reliable fix in many cases.
One solution: Install snap-together ferrite data line filters at both ends of the base cord. These can be purchased at Radio Shack using part number 273-105 for about $5.00 per pair.
It is also reported that there are chronic cases with DCS phone lockups that the
ferrite cores do not correct. One dealer has reported a "band aid" solution that
is out of left field, but is reported to work.
Another solution: Rub down the phone with a Bounce fabric softener sheet and it
seems to keep the phone from locking up for a few weeks.
Yet another solution: Another dealer has reported good results with a product
called "Staticide", which is probably a bit more professional than the Bounce
solution
It has also been reported that some of these lockups are due to the KDB's in the affected telephones. Removing the KDB's in some cases solved the lockup problem.
This problem was discussed at the recent Dealer Council meeting and was given top billing by all dealers present. STA is taking a hands-on approach in solving this and other problems. We hear that a team of engineers is here now from Korea and that the team is visiting field sites to gather information and provide quicker solutions.
The DCS uses DSP chips - and these provide DTMF senders, DTMF receivers, CO tone detection for redials and other services. The following parts contain DSP chips: KSU (4), Expansion cabinet (4), Expansion A or A1 card (8), 4 SLI card (4).
The 4 SLI card contains 4 DTMF receivers, and the 8 SLI card contains NO DTMF RECEIVERS and NO DSPs.
This means that a single-cabinet installation with an 8 SLI card to handle VoiceTrak (or any voice mail) probably will not have enough DTMF receivers to handle the system, depending upon traffic conditions. This would certainly be the case if an 8 port VoiceTrak was installed on a single-cabinet DCS with an 8 SLI card! In either case, only 4 DSP chips would be available to the entire system.
With a double-cabinet installation the number of DSP chips immediately increases to 16 instead of 4. The main KSU and the expansion cabinet each have 4 chips, and the expansion A card has 8 chips, giving a total of 16.
Our Recommendations
Modems will have problems when connected to Trunk C1 and 8 SLI cards manufactured prior to specific dates. The Trunk C1 problem was fixed in November 1995 and the 8 SLI problem was fixed in May of 1996. Desired date codes are 644 or newer for the TRKC1 card, and 650 or newer for the 8SLI card. (See below: Reading the manufacture date on products).
Our office has both problem cards installed, and the only solution to make data connections work with those cards is to install 180 Ohm to 220 Ohm resisters on both sides of the circuit (both tip and ring). The old 8 SLI cards are too hot and must be dampened.
One dealer reported that after installing the newer TRKC1 cards in his system the modem performance improved greatly and the resistor modifications were no longer necessary. He was using his modems on KDBSLI's, so the 8SLI upgrade was not necessary.
We're told that STA has insured that all TRKC1 and 8SLI cards shipping now will be the modified version. All older stock was reportedly removed from inventory and is being returned to the factory. STA should do field upgrades on these cards if requested from the tech support department. RA's are issued and the old cards must be returned for credit.
The format of the bar code and serial number of all STA parts is as follows:
WWWXYYZZZ(ZZ)
Voice mail systems must be connected to the MSLC2 card to function with the advanced voice mail features. The MSLC2 card has only 2 DTMF receivers, and this is not always enough for a busy 4-port voice mail system. If VoiceTrak attempts to go off-hook when there are no receivers available it will receive a busy signal. It will NOT queue for an available DTMF receiver. The port must go back on hook and try again to receive dial tone. Since VoiceTrak message waiting activation is performed blind this can cause problems with message waiting lamps not being activated and deactivated.
If VoiceTrak attempts to perform a transfer when there are no DTMF receivers available, the hookflash will simply be ignored. VoiceTrak extension transfers are also performed blind (no wait for dial tone). Therefore, instead of being transferred, the caller would hear a click as VoiceTrak attempted to perform a flash, then they would hear the DTMF digits as VoiceTrak dialed them, and would be disconnected by VoiceTrak since it thought it was performing a blind transfer.
Solution:
On high volume systems the only solution is to split the traffic on to two MSLC2 cards. Use one MSLC2 card for each two or three voice mail ports. (This means an 8 port voice mail system would require 3 or 4 MSLC2 cards instead of 2 MSLC2 cards). This will help insure your installation has enough DTMF receivers to handle the calls.
The MSLC2 card can be configured for 8 816 type station sets or 4 816 station sets and 4 single line or voice mail ports. If 816 station sets are connected to ports 5-8 and 1-4 are programmed for VM/AA, we have received reports that the system may on rare occasion lock up in such a way that all speech paths are tied together. This means that all conversations, plus the internal music on hold (fur elise) are heard by all parties on the telephone. The only way to clear the problem is by resetting the system.
One dealer reported having this problem at several sites. Each site experiencing the problem also was equipped with 816 telephones on the spare ports of the MSLC2 card to take advantage of the extra ports available. The 816 phones were then removed and replaced with 824's on MSLC1 cards, so that the MSLC2's were dedicated for voicemail use only, and the problem went away at every site. It is not known what scenario with an 816 phone will cause this problem, but it does definitely appear to be related.
We strongly recommend that you do NOT use 816 phones on the 56/120 system, especially when the MSLC2 card is also being used for voicemail.
Several dealers have reported a problem where trunks lock up--even though they may show idle on the line keys (line key is not lit) they give a busy indication when access is attempted. Viewing the port status via MMC03 shows that the trunks in locked up in a "ON T HOLD" state. This indicates that the trunk is locked up in a TRANSFER HOLD state, or was in the process of being transferred when it locked up and did not release from this state. It is possible to clear the lockup in MMC03 by hitting the HOLD button (or BACKSPACE via a terminal or PC). This will force the trunk to the IDLE state but will not keep it from lockup up again. STA and its dealers experiencing this problem have not been able to identify the cause of the lockup, but it is believed to be related to the voicemail ports on the MSLC2 card, and may possibly be related to DTMF receiver shortages as described above. This problem is currently being investigated by STA representatives in Florida and Korea.
It is reported that the MSCL2 can give high loop current levels and the use of series resistors is required.
For additional info on high loop current, see www.sandman.com.
There is a combination of events that can cause the DTMF Disconnect packet to be transmitted on top of a conversation:
I'm connected to my voicemail listening to my messages. My secretary tells me that I have a call on hold on line X. I want to disconnect from voicemail and pick up the line on hold. If I just press the flashing line key, this does serve the purpose of disconnecting from voicemail and connecting me to the caller in one step. However, when the 56 attempts to send the DTMF disconnect string to the voicemail system to force it to disconnect, it is instead transmitted ON TOP of my conversation. Not a major problem, but very annoying. Only solution I am aware of is to press the hookswitch down to disconnect from voicemail before picking up my call on hold (an extra step). STA is aware of this problem and is investigating it.
The DCS Station Group feature is very powerful and flexible, and can work well with the VoiceTrak system. A station can be a member of multiple groups, group calls can overflow an unlimited number of times, and the call never stops ringing the original group until it is answered.
An application is a multiple overflow situation such as this: Incoming call rings main receptionist group 501 for 6 seconds (1.5 rings), then overflows to backup receptionist group 502 for another 10 seconds (2.5 rings) while continuing to ring group 501. If not answered by receptionist group or backup receptionist group within 16 seconds (4 rings) the call can overflow to the voicemail group. In the VoiceTrak, an S mailbox 502 can be created to accept the overflow call and reroute it to the appropriate main greeting.
Here is the programming to accomplish this scenario:
Additionally, since extensions can be members of multiple groups, it is possible to make all telephones members of both groups 501 and 502. The users could then manually log into or out of each group as needed by dialing 53 5xx 1 and or 53 5xx 0.