Document #1050 TROUBLE SHOOTING SUGGESTIONS PROBLEM: The unit keeps resetting on it's own. The call accounting system requires at least 115 VAC. If it drops lower than that the system resets because there is not enough power for the transformer to provide the necessary 5 volts for the system to run. PROBLEM: The call accounting system is not printing/storing calls. The SMDR information doesn't seem to be going from the PBX (Telephone system) to the Call Accounting System. (1) Make sure the system is plugged in to the proper connections. 1) The SMDR connector plugs into the RS232 connection to the telephone system. 2) The printer connector plugs into a serial printer. 3) The power cord plugs into the back of the call accounting system at one end and into a 110 volt AC outlet with the black DC transformer end. (2) TEST suggestion: Plug the telephone system directly into the serial connection of the printer. This will verify if the telephone system is sending data as each call is being made. This test does not necessarily indicate a proper voltage. Measure the voltage on the transmitting pin of the telephone switch when a call is made and SMDR data is being sent. The call accounting needs slightly over a + 3 Volt swing to see the data being sent. If the voltage does not exceed the + 3 volts check the switch. (3) TEST suggestion: Do a "Ports OK" test to verify that the RS232 connectors on the call accounting system are working. Locate the two connectors that are on the same cord on the back of the call accounting system. The connectors are marked, "Printer" and "SMDR". Unplug these connectors from the printer and the telephone system. Plug the two connectors into each other forming a loop at the end of the cord. With connectors plugged together forming the loop press the following keys; Mgmt access The system access code and ENTER Press Mode Set 0 and ENTER Press Program 88 ENTER (as you press the ENTER key watch the display of the call accounting system for the words; "PORTS OK" You may repeat Program 88. If you see the words,"PORTS OK" it means that the call accounting system has sent a specific message out the printer connector on pin #3 and that exact message has been received through the SMDR connector on pin three. The message was properly received and pin three on both transmit and receive connectors are verified as OK. (4) Make sure that the pin connections are correct. SMDR = connection to the telephone system The call accounting system can receive on pin 2 or 3 Pin 7 = signal ground PRINTER - RS232 connection to the printer Pin 3 = transmits data to the printer Pin 7 = signal ground Pin 20 = DTR or Data Terminal Ready (5) Put the call accounting in Mode 9 (The testing mode). Do a program 6 and Press the "YES" key so the system will print all calls. Then press ENTER. In Mode 9 there should be a two line call record format. The first line is a direct pass through of the information coming from the telephone system. The second line will either show the information from the first line in a processed call record format or it will give a message indicating why the call accounting system has not processed the call. If assistance is required to interpret the Mode 9 data, FAX the following information; Your Name and Return FAX number The name of the Property The system serial number A page worth of the Mode 9 A print out of Program 10, Program 20 and Program 32 FAX this information to TEL's Technical Department 1(801) 756-0096 The information will be analyzed and a response will be faxed back within 24 hours. If a quicker response to the problem is required, FAX the information and then call 1(801) XXX-XXXX for on line technical assistance. This requires a technical service access number or a valid credit card number. (6) Check and verify that the Baud Rate and protocol are the same on the telephone system, the call accounting system and on the serial printer. They are serially connected and must be set for the same values. Possible factory defaults are; Baud Rate 1200 Protocol 8 data bits 1 stop bit no parity (7) Make sure the printer is set correctly. The printer should be sending a DTR signal on pin #20. Refer to the printer manual or call the printer manufacturer for additional printer information. PROBLEM: If the printer attached to the call accounting is printing garbage. Check and see if the printer is set up right. EXAMPLE of Printer Switch Settings OKIDATA 182 1200 BAUD 1 2 3 4 5 6 7 8 SERIAL OFF OFF OFF ON OFF OFF OFF OFF MAIN OFF OFF OFF OFF ON OFF ON OFF 300 BAUD 1 2 3 4 5 6 7 8 SERIAL OFF OFF ON OFF OFF OFF OFF OFF MAIN OFF OFF OFF OFF ON OFF ON OFF OKIDATA 182 & 184 SUPER SPEED SERIAL INTERFACE 1200 BAUD 1 2 3 4 5 6 7 8 SW-1 ON ON ON ON ON ON ON ON SW-2 ON ON OFF OFF ON ON ON OFF 300 BAUD 1 2 3 4 5 6 7 8 SW-2 ON OFF OFF OFF ON ON ON OFF This is probably a Baud Rate and/or Protocol problem. (1) When you are in Mode 9 if the first line of the two line testing format shows unreadable information or a garbage line and the second line gives you a message like, "Checking Fields Bad" then the Call Accounting is communicating with the printer. It is the Telephone system that is transmitting the line of garbage. The solution is to adjust the Telephone system to the proper Baud Rate and Protocol to match the call accounting and printer. (2) If the Telephone system cannot be adjusted then use program #26 to change the baud rate of the call accounting and Program #33 SMDR #47 to adjust the protocol. You must also adjust the switches in your printer so all three pieces of equipment are set with the same parameters. (3) If in Mode 9 all the information sent to the printer is garbage refer to the printer manual and adjust your printer to match the baud rate and protocol of the CAMS. Factory defaults are; Baud Rate 1200 Protocol 8 data bits 1 stop bit no parity PROBLEM: The printer prints just fine for a certain number of lines and then it starts to chop up words and drop information. (1) This symptom usually indicates a buffer problem on the printer. Each printer has a buffer where it holds information until it is ready to print. If the buffer fills up, and the call accounting system keeps sending information, the buffer overflows and the printer looses bits and pieces of words. The call accounting system is looking for DTR or a high clear to send signal on pin #20. If the buffer on the printer is full the printer should go low on pin #20. Then the Call accounting system stops sending until it sees the DTR signal again. In this case the printer is malfunctioning and needs attention. Fix the printer! PROBLEM: The call accounting system is printing to the printer but occasionally a garbage character shows up in the line of data. (1) This symptom suggests that there is a Parity problem between the call accounting system and the printer. Check the printer dip switches to make sure that the switches controlling parity are set for none.