Telephone Tricks

READ THIS! Solutions to Common Phone Problems
by Tom Gill

As the phone administrator for Amphitheater for over five years, I have noticed a reoccurrence of the same problems over and over again.  I realize, with the turnover of new staff, keeping up with their education and supplying them with information on how to properly use district technology can present an ongoing challenge.  So I put together a list of common problems and possible solutions for users—old or new—so they can troubleshoot and quickly fix their problem. So cut this article out and place it in a convenient area so you can refer to it when you experience a phone problem. 

Problem 1:
I do not have a dial tone and the phone seems to be plugged into the right jack.

Possible Solution:

1. The “Meridian” phone system does an array of system diagnostics to make sure all aspects of the system are functioning properly. One diagnostic test is a system line tally, which makes sure all phones are plugged in and working. This test occurs at 12:00am everyday, so if a phone has a problem or is unplugged when this test occurs, it will disable the phone line. So it is prudent to make sure all cords are properly connected. When a physical problem is corrected (e.g. bad cord, faulty wiring) and the phone is plugged into the right jack, it should automatically restore itself during the next diagnostic test cycle. Please note that the phone will not start working until the line tally diagnostic is done the following day or is manually re-enabled by the administrator. If the phone continues to have a problem, contact the Technology Office for service.

Problem 2:
I can’t access my voicemail.

Possible Solutions:

1. Usually the password for the voicemail box is the same as the extension number, so that should be tried first. If the password is unknown, contact the phone administrator for the password to be reset back to the extension.

2. When a password is entered wrong five times in a row the Meridian voicemail system will disable the mailbox. In this case contact the phone administrator to reset the mailbox.

Problem 3:
I can’t call a certain extension and it gives me a “quick busy” signal.

Possible Solutions:

1. If possible, check to make sure the extension you are calling is properly forwarded.  Phones that are accidentally forwarded to a nonexistent number will produce this “quick busy” when they are called.  To properly forward a phone, see Problem 4.

2. If possible, try to contact someone in the vicinity of the questionable phone to see if it is unplugged or disabled.  Then inform the phone administrator of the suspect phone.

Problem 4:
My phone is forwarded and I do not get any messages.

Possible Solution:

1. The phone will remember the last number you forwarded to and by simply pressing the forward button twice will forward your phone to the last typed numbers in the forwarding feature.  But some times nonexistent numbers are accidentally typed in, so you must check to make sure your phone is properly forwarded.  To do this, turn off forwarding by pressing the “forward button” once (the solid black triangle to the left of the forward button will disappear). The forwarding feature is now disengaged.  Then press the forward button once again (you will then see a blinking black arrow to the left of the “forward button”). Type 5100 (voice mail number) or any number you want your extension to go to.  Then press the forward button again (you will see the black triangle become solid). This will reengage the forwarding feature. Doing these steps every time you want to forward your phone will ensure that your phone calls are going to the proper place.

Problem 5:
My phone can’t dial anywhere.

Possible Solution:

1. Check all the buttons on the keypad.  A stuck button will disable the dialing capability. To stop buttons from sticking clean the keypad by using an alcohol based cleaning solution (e.g. Windex) with a cotton swab.

Problem 6:
I record my new voice greeting but callers still hear the old voice greeting.

Possible Solution:

1. Make sure all old external, internal and temporary greeting are deleted before a new one is recorded. To do this, log into your mailbox.  Then dial 821 (this is the external greeting).  Press 76 (this is the delete command) this will delete anything that was previously recorded.  Then press 4 (this will back out to the beginning). Now dial 822 (this is the internal greeting). Press 76 to delete.  Then press 4 to go back to the beginning.  Finally, dial 823 (this is the temporary greeting). Press 76 to delete. Then press 4 to go back to the beginning. Now you are ready to record a new greeting. You want to record only an external greeting!  All calls will default to this greeting. To do this, dial 821. Press 5 to record your greeting. Press # to end the recording. Then follow system prompts.

Problem 7:
When I leave a message in another voice mailbox someone else’s name and extension plays before my message.    

Possible Solution:

1. Make sure the old personal verification is deleted and a new one is recorded. To do this, log into your mailbox. Then dial 89 (this is the personal verification feature). Press 76 to delete the old personal verification.  Press 4 to go back to the beginning. Dial 89 again.  Press 5 to record.  Press # to end the recording. New personal verification is now recorded.

**Important Note on Cleaning Phones**

Cleaning the phones has been concern around the District and for good reason.  Some phones are approaching ten years old and have a lot mileage on them and thus have a collection of dirt, germs, and gunk from those years of use. Usually the first physical problem with an older phone is a stuck button. The solution to most stuck buttons problems is covered in Problem 5. However, it is important to reiterate the use of alcohol-based products in cleaning the phones. Using an alcohol-based cleaning product serves two functions: (1) to disinfect and, (2) to evaporate, leaving a dry, residue-free surface. Water based cleaning products will damage the phone!!

So when cleaning the phone these steps should be followed:

1. Unplug the phone.

2. Lightly swab—do not saturate-- the components (keypads, feature key buttons, handset, etc) using cotton, paper towels or a soft cloth.

3. Then the buttons should be repeatedly pressed as way to release any gunk caught with the button crevices. Do this until all buttons seem to be moving properly.

4. Finally, let the phone sit for about 5 minutes before plugging it back in.

Please address phone-related issues to:

Tom Gill
Amphitheater Phone Administrator
tgill@amphi.com
696-5220