FAQs

Q?Phone System Problems and Solutions – General
A.

General problems common to multiple systems

Message Light Troubles
The true function of the message light on business telephones is to let you know that someone on your system wants you to call them. It is often thought that the message light exclusively means that the voice mail has messages for you. This is, of course, what it usually means. However, anyone on the phone system can light the message light on anyone’s phone. This is frequently done accidentally. Typically because one user called another and accidentally hit their own message light/button (happens a lot). This light’s the light on the recipient’s phone.

What happens next is that when you press your lit message button, expecting to go to your mailbox, you call the person who left you the message. Or worse yet, they’re on the phone and you get their voice mail. Either way, it appears that there’s something wrong with your voice mail or at least your voice mail button.

You can do one of two things about it.

  • Press the message key and wait for the other phone to answer. They must lift the handset and you’ll probably have to tell them to, if your voice comes over their speaker instead of ringing. Once the person answers, the phone system will be satisfied that it performed its function and the light should go out.

OR

  • Dial the cancel code on the phone with the light and the light will go out. You WON’T lose any voice mail messages if you turn the light out. On most phone systems, the light will return, within a few minutes, if you do, in fact, have voice mail messages. Codes are listed below for specific phone systems:
    • Inter-Tel AXXESS, AXXENT, 5000 (including Mitel 5000) – Dial ∞368.
    • Toshiba DK, CTX, CIX – Dial Intercom #409 (omit the # on older systems)
    • Samsung – 42 followed by your extension number
    • Panasonic – 700 followed by your extension number
Q?Phone System Problems and Solutions – ESI
A.

ESI Problems

Line 1 or Line 2 or Line 3, etc. doesn’t flash or appear on your phone

  1. Try holding the non-working line button down for 2 seconds. If the phone audibly says “This button is not programmed”, dial the number corresponding to the line it should be. In other words, dial 1 for line 1, 2 for line 2, etc. Next press the key again and you should be all set. If the phone says “This key is programmed as displayed”, you may want to quit and contact us. To quit, lift the handset and hang-up.
Q?Phone System Problems and Solutions – Mitel (Inter-Tel)
A.

Mitel (Inter-Tel) Problems

Alarms

  • #11 means that someone dialed 911 from the extension displayed
  • #10 means that the extension number displayed is off-hook and not in use. The alarm will clear automatically once the phone is hung-up.

IF YOU SEE ANY OTHER ALARMS PLEASE CONTACT US. Certain alarms require immediate attention while not showing any obvious problems. Even if you know what to do about the alarm, notifying us alerts us to the fact that has happened and we may see it related to another problem. A few of the more common alarms are below.

  • 100-One extension is having connection problems. Sometimes the phone is unaffected, but the problem persists. We can run an error report to determine which phone is having a problem.
  • 101-Essentially the same as 100.
  • 104-Corrupt database—REQUIRES IMMEDIATE ATTENTION OR SYSTEM WILL FAIL.
  • 114-T1 is down. If you have a T1 and you know it’s down this is normal; otherwise, let us know.
  • 203-Voicemail is down—Please contact us for a solution.

Please contact us on these and all other alarms. Alarms can be cleared by dialing ∞9850 at any station that displays the alarm. This will clear all displays. Please note that this only clears the displays and does nothing to correct the situation that caused the alarm. Also, most alarms need to be manually cleared even though the problem has been corrected.

Calls don’t go to your mailbox if you don’t answer

  1. Try dialing ∞354. If you see “SYSTEM FORWARD ON”, you should be all set. If you see “SYSTEM FORWARD OFF”, dial ∞354 again. You will see “SYSTEM FORWARD ON”. Contact us for further assistance.

Your telephone doesn’t ring

  1. Ensure that your phone is not manually forwarded. If it is, the FWD key (if you have one) will be lit and the display will say “ALL CALLS FORWARDED TO”. To cancel all forwarding, dial ∞355 then #. If there is no forwarding, go to step 2.
  2. Try dialing ∞324. If you see “ACCEPT HUNT GROUP CALLS”, you should be all set. If you see “DIVERT HUNT GROUP CALLS”, dial ∞324 again. You will see “ACCEPT HUNT GROUP CALLS”. Go to step 3.
  3. Try dialing ∞398. You will see “SELECT RING TYPE (0-9) OR SCROLL. Select any number other than 0 or press the volume up or down key to sample types. When you hear the type you like press the center of the volume key to save. The default type is 2.
  4. If your phone still won’t ring, contact us for further assistance.

Returning handset to cradle doesn’t hang-up

  1. Try dialing ∞317. If you see “HEADSET MODE OFF”, you should be all set. If you see “HEADSET MODE ON”, dial ∞317 again and contact us.

Lifting handset doesn’t answer call

  1. Make sure your phone audibly rings (see Your telephone doesn’t ring). If your phone does ring, go to step 2.
  2. Try dialing ∞317. If you see “HEADSET MODE OFF”, you should be all set. If you see “HEADSET MODE ON”, dial ∞317 again and go to step 3.
  3. Try dialing ∞360. If you see “AUTO TRUNK ACCESS ON”, you should be all set. If you see “AUTO TRUNK ACCESS OFF”, dial ∞360 again and contact us.
Q?Desi Software/Labels
A.

Time to upgrade your telephone labels?

If you’d like, you can make them yourself.  Contact us and we can provide blank labels at a lower cost than pre-printed labels.  You can download the software for free, by clicking the link below.

http://cdn.desi.com/main/desi-lite-installer.exe

Of course, if you’d prefer, we can print them for you.  Simply contact us with what you need and we’ll be happy to help.

Q?Time Change Procedure – Panasonic
A.

Panasonic KXT-D
The following must be done from the Administrator extension. This is typically extension 101.

  1. With the handset down, press Program button (if the phone has no Program button, press the Pause button).
  2. Dial **1234.
  3. Dial 000
  4. Press Next button twice (far right key under the display).
  5. Dial the hour HH (12 hour format).
  6. Press > (right arrow).
  7. Dial the minutes MM.
  8. Press > (right arrow).
  9. Press Auto Answer button to select AM or PM
  10. Press Autodial/Store button.
  11. Lift and return handset.
Q?Time Change Procedure – Toshiba – Strata CTX/CIX
A.

The following can be done from any extension.
To set the date

  1. Press an idle extension (Primary Directory Number or Secondary Directory Number) on your telephone.
    You hear dial tone.
  2. While listening to dial tone, enter #652. You hear a confirmation tone.
    (If you hear fast busy, the feature code has been changed or is not programmed.)
  3. Enter the date as YYMMDD, where YY = Year, MM = Month and DD = Day.
    Example: To enter October 2, 2009, enter 091002.
  4. Press #. You hear a confirmation tone.
  5. Press SPKR. The telephone returns to the idle mode with your telephone LCD displaying the new set date.

To set the time

  1. Press an idle extension (Primary Directory Number or Secondary Directory Number) on your telephone.
    You hear dial tone.
  2. While listening to dial tone, enter #652. You hear a confirmation tone.
    (If you hear fast busy, the feature code has been changed or is not programmed.)
  3. Enter the time as HHMMSS in the 24-hour clock format, where HH = hour, MM = minute and SS = seconds.
    Use leading zeros.
    Examples: To enter 6:05AM and 30 seconds, enter 060530; and 2:30PM and 45 seconds, enter 143045.
  4. Press #. You hear a confirmation tone.
  5. Press SPKR. The telephone returns to the idle mode with your telephone LCD displaying the new set time.

Notes
The day-of-week (Monday, Tuesday, etc.) is automatically set by the system.

Q?Time Change Procedure – Toshiba – Strata DK
A.

The following must be done from the Administrator extension. This is typically extension 10, 100 or 200.
To set the date

  1. Leave handset down and press Intercom.
  2. Dial #651 (omit the # on DK16 and DK8).
  3. Enter the date as YYMMDD, where YY = Year, MM = Month and DD = Day.
    Example: To enter October 2, 2009, enter 091002.
  4. Press REDIAL.
  5. Press SPKR.

To set the time

  1. Leave handset down and press Intercom.
  2. Dial #652 (omit the # on DK16 and DK8).
  3. Enter the time as HHMMSS in the 24-hour clock format, where HH = hour, MM = minute and SS = seconds.
    Use leading zeros.
    Examples: To enter 6:05AM and 30 seconds, enter 060530; or for 2:30PM and 45 seconds, enter 143045.
  4. Press REDIAL.
  5. Press SPKR.

To set the day of the week

  1. Leave handset down and press Intercom.
  2. Dial #653 (omit the # on DK16 and DK8).
  3. Dial the day of the week (1-7). 1=Sunday, 7=Saturday.
  4. Press REDIAL.
  5. Press SPKR.
Q?Time Change Procedure – Samsung
A.

Samsung (All Models)
You may program from any Digital Feature Phone in the system:

  1. Enter programming mode by entering TRSF followed by 200.
  2. Enter passcode. The default password is 1234.
  3. Press volume up arrow on the phone to enable programming.
  4. Enter TRSF to return to the date and time.
  5. Enter TRSF followed by 505 and the display will show WMMDDYY:HHMM.
  6. Enter the day of the week for W (Monday=1, Sunday=7), the month for MM, the day for DD, the year for YY,
    the hour in military time (24 hour) for HH, and the minutes for MM.
  7. Press TRSF.
Q?Time Change Procedure – ESI
A.

ESI (All Models)

You may program from any 24-Key or 48-Key Digital Feature Phone in the system:

  1. Press PROGRAM or PROG/HELP (on 24-Key) at any digital station. The normal station programming menu
    prompts will begin to play
  2. Stop the prompt by pressing HOLD (or, on an older ESI phone, PARK).
  3. Enter the Administrator password and then press #. The default Administrator password is 456.
    Note: If this doesn’t admit you to Administrator-level programming (the phone display should show
    ADMINISTRATOR), contact Integrity Communications for assistance.
  4. Access Function 14 by pressing 1 4. (If the system prompts you to press 1 to set time and date, do so.)
  5. Enter a new time using a twelve-hour format and then press #.
    Example: Enter 1 2 3 3 # for 12:33 or 3 1 5 # for 3:15 (note that you need no leading zero for the time).
  6. Select AM or PM by pressing a scroll key and then #.
  7. When the date appears, either:
    Press # to accept the currently displayed date as correct;
    OR Enter a new date in an eight-digit format, including leading zeroes, and then press # and hang up.
    Example: For March 17, 2009, enter 0 3 1 7 2 0 0 9 # (leading zeroes are required here, unlike in Step 5).
Q?Time Change Procedure – Mitel (Inter-tel)
A.

Mitel [formerly Inter-Tel] (5000, Axxess and Axxent)

NOTE: Most systems, since 2003, do not require time adjustment for Daylight Savings or Leap Year.

The following must be done from an Administrator enabled extension.
TIP: Receptionist extensions are typically Administrator enabled.  Any extension that can manually change the Night mode are Administrator enabled.

  1. Leaving handset down, dial 9800.
  2. If date is correct press #.  If adjustment is required, enter Month-Day-Year with two digits for each, then press #.
  3. Enter Hour:Minute with two digits for each, then press #.  Enter hour in 12 hour format (01-12).
  4. Enter 1 for AM or 2 for PM, then press #.