Document #8020 INN-SURE TROUBLE SHOOTING PROBLEM: I have two memory boards in my INN-SURE. The one board turns on with flickering LED's but the other board doesn't have flickering LED'S. SOLUTION: You might have a board that has become defective or hasn't been seated in properly. Any cables loose ? PROBLEM: My Inn-Sure gets calls displayed across the diagnostic screen being a connected call but my SMDR in/out doesn't show up any data being processed. SOLUTION: Check to see if your SMDR cable is hooked up from the Inn-Sure to the PBX. Also make sure all the cables are hooked in there proper places. PROBLEM: I have two memory boards in my INN-SURE. The one board turns on with flickering LED's but the other board doesn't have flickering LED'S. SOLUTION: You might have a board that has become defective or hasn't been seated in properly. Any cables loose ? PROBLEM: My Inn-Sure gets calls displayed across the diagnostic screen being a connected call but my SMDR in/out doesn't show up any data being processed. SOLUTION: Check to see if your SMDR cable is hooked up from the Inn-Sure to the PBX. Also make sure all the cables are hooked in there proper places. PROBLEM: I have a NEAX 2400 pbx switch. I'm having a hard time getting it to run with my Inn-Sure. The fields aren't lining up very nicely. SOLUTION: The NEAX 2400 has a start time and a stop time field hh/mm/ss that you use the time for the start time and the duration as the end time. At the bottom of the SMDR OUT GOING menu when setting up the fields it will ask END TIME ? You should put YES. Also the trunk set up will have TRUNK GROUP at position 6 and length 3. The TRUNK SETTING will be position 9 and length 3. Make sure the baud rate/data bit/parity/stop bits are the same as the PBX settings. Using CLOSE-UP with the INN-SURE system: To activate the CUSTOMER side of CLOSE-UP in INN-SURE version 1.5, you must put the word "CUSTOMER" in the autoexec.bat file. The CUSTOMER.EXE file is on the INN-SURE diskette. Type TELED autoexec.bat. Place your cursor on the line that says INN-SURE press ENTER. This adds a space above the INN-SURE. Type the word CUSTOMER on that line press F10 to save and exit. Now this INN-SURE can be accessed by modem. PROBLEM: The customer is requesting setup support from TEL. A TEL technician is calling into the INN-SURE using the CLOSE- UP SUPPORT side. The computer on the support side continually gets a blank screen after making a connection between the modem. SOLUTION: It is possible that during the installation of the modem the lines may be on a bad line and this situation is preventing the close-up screen from coming up on the support side. Try to connect the INN-SURE modem to a direct quality line. INN-SURE WIRING SMDR IN: The connector is a male 25-pin DTE port. It expects to receive on pin 3. Pin 7 is signal ground. SMDR OUT: The connector is a female 25-pin DCE port. It expects to transmit on pin 3. Pin 7 is signal ground. Should you need to bypass the INN-SURE, you can take the SMDR IN cable and plug it directly into the SMDR OUT cable. PROBLEM: I'm not getting SMDR when I look into my outgoing or incoming setup menu. SOLUTION: 1. Is your PBX putting out SMDR? 2. Is the baud rate, parity, data bits, and stop bits all setup the same as the PBX? 3. Is the cable SMDR even hooked up? 4. Is the CO and the PBX cables hooked up? 5. If you say yes to all of these then you could have an IDE card bad, maybe a cable bad or it hasn't been setup right still. PROBLEM: I'm losing a lot of calls that I know should be coming through. SOLUTION: Many factors are involved in this problem, but if you know that SMDR is coming into the machine and you have verified this from the "Outgoing SMDR Menu" or the "Diagnostics" Menu a very common solution is to set your "Override Timers" to Max unanswered "0" and the Min answered "60" or "120". PROBLEM: I want to change my 1st minute cost and my cost of the call every minute there after. SOLUTION: Go to the "Report" menu and select "Reports Options". Within that menu select "C.A.S Call Cost". This will allow you to adjust any costs. PROBLEM: My Inn-Sure is allowing my customers too long of time for "UNANSWERED" calls. SOLUTION: Within the Inn-Sure "SETUP MENU" select "OVERRIDE TIMERS". Put 0 seconds at "MIN ANSWERED" and put 120 at "MAX UNANSWERED". (You'll have to test this one out to see what is best for your situation.) This gives the customer 120 seconds max to be on the phone with no answer before they'll be charged as an answered call. PROBLEM: I want to make some extensions look like administrative extensions so they won't be charged. SOLUTION: At the Inn-Sure "MAIN MENU" access the "REPORTS" menu and then the "REPORT OPTIONS" menu. This menu will allow you to define any Administrative Stations or stations you don't want to charge. By accessing this you can input up to 50 extensions. (Ref. the Inn-Sure manual on Page 2-26. PROBLEM: My customers say that they're making International calls and they don't get an answer. Yet the INNSURE treats them like they were an answered call. How can I correct this ? SOLUTION: The INNSURE was designed for mostly the North American dial plan. Many other countries have different RING TONES. THE INNSURE DETECTS BY THE RING TONE. For those countries that have a different ring tone than what is called for, set your grace period in the"OVER-RIDE TIMERS" to: INTERNATIONAL: MIN ANSWERED MAX UNANSWERED 0 60 or what ever you feel will meet the needs of solving this problem. PROBLEM: My diagnostics screen shows the call detected counting the time on the screen. As it hangs up (with low traffic) the call flashes on the SMDR IN and SMDR OUT screen and goes away. I have no other call come and flash on the screen behind it. Why won't it stay locked in the SMDR IN and SMDR OUT screen. SOLUTION: This is a good sign of the "End of Line Character" not right. Go to "PORT SETUP" and bring a call through again to see what the end of line character is .