Inter-tel Axxess Troubleshooting Tips

This information is provided by Main Resource, Inc. for our customers who are certified service personnel. While we make every effort to ensure that the information herein is accurate and up to date, we cannot guarantee accuracy. Therefore, please use these tips at your own risk.

Start by checking for the LED indications on the circuit cards. Then check the alarm message output. Isolate the problem and then refer to the appropriate troubleshooting chart.

LED Indications:

Location / LED / Description
CPC / CPU Active / Green when card is online
DB Error / Red when database is in default state. Flashing slowly when backup database is being saved. Flashing quickly when the local database is being restored.
Minor Alarm / Yellow indicates a system alarm. Flashing indicates an invalid software license.
Modem Active / Yellow to indicate the modem is connected an in sync. Flashing indicates synchronization in progress.
100Base-T / Green indicates network connection at 100 Mbps. Otherwise, it is operating at 10 Mbps.
Duplex / Green to indicate the network is running in full duplex mode.
Collision / Yellow indicates 2 or more devices have attempted to send data over the same connection while in half-duplex mode.
Transmit / Green indicates the IP connection is transmitting to the network.
Battery Alarm / Red indicates the battery is missing or cannot be charged.
Link (RJ45) / Green indicates a valid network connection.
XMT (RJ45) / Green indicates the card is transmitting data to the network.
LINK and SYNC are reserved for future use.
CPU128 CPU020/PCM
CPU020/PCMA
Cards
/ CPU Active / Green – Main processor operating normally.
Flashing –
1.  Turn off the AC Power before removing or inserting the CPC or CPU Cards.
2.  Remove the card and check for improperly seated components and bent pins. Also check to make sure the 2 pars of the combined card are securely attached and that connectors and stand-offs are properly aligned and seated.
3.  Wait 20 seconds
4.  Reinsert card
5.  Turn on the AC power.
6.  If the LED is still flashing, check to see if all the LED on the front of the power supply unit are lit. If any are blinking or unlit, the power supply needs to be replaced.
Unlit – Check connection. If connections are ok, try another card
Flashing slower than once every 5 seconds – Remove battery back-up jumper strap. Power off for 30 seconds. Replace strap and start up. If still flashing see try troubleshooting tips for “Flashing” above.
Database Error / Red – Database error has caused the system to return to default values. When first installed, the LED remains it until database programming is performed.
Flashing (along with minor alarm flashing yellow) – CPU020/PCM software upload has failed. The PC will show the reason for the failure.
Minor Alarm / Yellow – A minor alarm has occurred.
Unlit – The alarm message has been cleared.
Flashing (along with database Error lit red) – CPU020/PCM software upload has failed. The PC will show the reason for the failure.
External Clock Active / Green – The system is receiving clock signals from an outside source.
Remote Sync (PCM Only) / Green – Remote fiber-optic connection is functioning normally.
Unlit – Check cabling and card seating connection. If still unlit, try another card.
Local Sync (PCM Only) / Green – Fiber-optic connection is functioning normally.
Unlit – Check cabling and card seating connection. If still unlit, try another card.
Battery Off / Red – When battery back-up strap on CPU Card is turned Off.
Unlit – Strap is either not attached to any pins or there is no battery installed.
CPU020/PCMA Card / ATM Link Bad / Red – no active connection to ATM switch
Master and Slave / Green – chassis is configured as the master or slave clock for the system
Both “blipping” – PCMA is not registered with the ATM switch.
Both flashing – Call processing has not configured clocking.
Master lit, slave unlit – Master chassis is providing clock to the system.
Master unlit, slave lit – Chassis is free-running.
Master unlit, slave flashing – slave chassis is synchronizing to the master.
Master unlit, slave lit – slave chassis is synchronized to the master
If the master chassis reference clock changes the save chassis will re-synchronize which means the slave LED may flash during normal operation.
Digital Keyset Card (8-port and 16-port) Analog keyset card or Executone keyset card
/ Card On-line / Green - The card is communicating properly with the system.
Unlit – Check of improper connection (If still unlit, try another card slot).
Circuit Busy / Yellow – Indicates that at least one of the 8/16 circuits is busy.
Unlit – All circuits are idle
Single-Line Card
/ Card Active / Green – Indicates that the card is communicating with the rest of the system.
Unlit – Check connections (if still unlit, try another card or card slot).
Circuit Busy / Yellow – At least one of the 8 circuits is busy.
Unlit – All circuits are idle
Internet Protocol Resource Card / Card On-Line / Green – Indicates that the card is communicating with the rest of the system.
Unlit – Check connections (if still unlit, try another card or card slot).
Circuit Busy / Yellow – At least one of the 16/32 VoIP channels is busy. For IPRCs programmed for networking, if this LED is lit and you remove the card, all active calls will be dropped.
Make Busy / Yellow – Indicates the current stat of the switch. Remains lit while button is pressed but does not change the state of the ports on the card.
Halted / Red – Card is not functioning due to software or hardware error. Repair the card.
Duplex / Green – Network connection is running in full-duplex mode.
Collision / Yellow – Network connection has experienced a collision while in half-duplex mode.
100Base-T / Green – Network connection is operating at a speed of 100 Mbps.
Link (RJ45) / Green – Valid network connection
XMT (RJ45) / Green – Card is transmitting data to the network.
Trunk Cards (LSC or LGC)
/ Card On-Line / Green – Indicates that the card is communicating with the rest of the system.
Unlit – Check connections (if still unlit, try another card or card slot).
Circuit Busy / Yellow – At least one of the 4/8 circuits is busy.
Unlit – All circuits are idle.
T1/E1 Cards (T1C, T1/PRI, E1/PRI or T1/E1/PRI)
/ Card On-line / Green – Primary processor on th card is active and communicating properly with the system.
Unlit – Check connections. If still unlit, repair card.
Circuit Busy / Yellow – At least one of the T1/PRI or E1/PRI circuits is busy.
Unlit – Resources are idle.
Red Alarm / Flashing – Card has detected some type of red alarm error condition for 2 or 3 seconds. All calls are dropped and attendant stations display “ALARM #114 CALL TECHNICIAN”. Check error message output.
Alarm 1, Receiver Loss of Signal from Network: Card is not receiving the T1 signal from the public network. C heck connection. If problem persists, contact your T1 provider.
Alarm 2, Transmitter Loss of Signal from T1 Card to Network: Card is not properly transmitting the T1 signal to the public network. Check for improper connection. If problem persists, replace the card.
Alarm 3, Receiving yellow Alarm: Receiving a yellow alarm error from outside the system. Check connection and wiring. If condition persists, contact your T1 provider.
Alarm 4, Receiving blue Alarm: Card is receiving a blue alarm error condition from outside the system. Check connection or wiring. If problem persists, contact the T1 provider.
Alarm 5, T1 Signal Out-of-Frame: Problem with the master/slave synchronization or framing scheme. Check database programming, connection and wiring. If problem persists, contact the T1 provider.
Alarm 6, Severely Errored Seconds: One or more sever errors have been detected for at least 1 second. Check connection or wiring. If problem persists, contact the T1 provider.
Alarm 7, Transmitting Blue Alarm: If Alarm 1 is detected, the card sends out a blue alarm signal.
Alarm 8, Remote Loopback State: For engineering diagnostic purposes only. When the card receives a clean signal for 10 to 20 seconds, the red alarm LED is unlit and call processing continues normally.
If the card detects a receive signal while the Red Alarm LED is flashing it transmits a yellow alarm to outside the system. If the card detects a loss of receive signal, it transmits a blue alarm to outside the system.
T1/E1 Cards (T1C, T1/PRI, E1/PRI or T1/E1/PRI) Continued
Yellow Alarm / Yellow Alarm / Flashing – Card has detected a yellow alarm error condition. If the condition persists more than 2 or 3 seconds, the card goes in to a yellow alarm condition.
Flashing exclusively (no other LED flashing) – Database programming inconsistency. Check alarm message and field service diagnostic output for a programming conflict.
Blue Alarm / Flashing – Card is receiving a blue alarm error condition. This signal (also called AIS) is sent from the remote site when it is in a yellow or red alarm condition. If the condition occurs for less than 2 or 3 seconds, normal call processing continues and no calls are dropped. If it continues more than 2 or 3 seconds the card goes into a red alarm condition.
Providing Reference Clock / Green – Card is providing the system with the clock time to control all communication components in the system.
Unlit – Another card is providing reference clock.
The external clock Active LED on the CPU card should also be lit.
Card Halted / Red – The card detected an unrecoverable error and has halted the primary processor. Return the card for repair.
Make Busy / Yellow – The card is in the process of “busying out” each circuit because the “make busy” switch has been pressed.
Flashing slowly – Circuits are busied out.
Flashing rapidly – Busy out process was canceled because the busy out switch timeout timer expired before the card was removed. The LED will continue to flash until the make busy switch is released or the make busy field is disabled.
Options Card
/ Card On-line / Green – Indicates that the card is communicating with the rest of the system.
Unlit – Check connections (if still unlit, try another card or card slot).
Circuit Busy / Yellow – At least one of the card’s resources is busy.
Unlit – All resources are idle.
ATM Switch LEDS / S1 / Green – Software is functioning properly
Red blinking – Software is booting. Will change to green when finished.
S2 / Green – Switch has power.
Unlit – Switch has no power.
Port / Green blinking – Port is receiving packets
Red – Port is not communicating.
Yellow blinking – Port alarm.
ASX-200BX / ACT / Amber – Ethernet port is transmitting and receiving data.
Unlit – Connection has experienced a collision or there is no activity.
L1 / Green – Ethernet connection is active.
Unlit – No Ethernet connection.
PWR / Green – Switch Control Processor is functioning properly.
Red - SCP is resetting.
Unlit – SCP has no power.
5 Volts / Green – Power supply is functioning.
Red – Power supply not functioning properly.
RXn / Green – Port is receiving data from the phone system.
Red – No connection or no data.
TXn / Green – Port is sending data to the phone system.
Red – No connection.

Minor Alarms that are user correctable

Number / Message / Troubleshooting
012 / SMDR Printer Off-Line / Make sure the printer is turned on and has plenty of paper and ribbon. Check to see that interface cable and power cord are connected properly.
013 / Message Printer Off-Line / Make sure the printer is turned on and has plenty of paper and ribbon. Check to see that interface cable and power cord are connected properly.
014 / Real-Time Clock Needs to be Set / Set system time and date from administrator station.
015 / Hardware real-Time Clock Inoperative / Check to make sure that all components of the CPC or CPU card are properly seated and that there are no bent pins. If the problem persists, replace the card.
016 / No Delayed Major Because System Busy / System was not able to perform scheduled reset because the system was busy or the database programming is left connected. In the former case, no action is required.

Voice Processing PC Problems

Number / Message / Troubleshooting
020 / Voice Processing Unit: Printer Off-Line / Make sure the printer is turned on and has plenty of paper and ribbon. Check to see that interface cable and power cord are connected properly.
021 / Voice Processing Unit: Voice Mail Storage 80% Full / Ask users to delete all old messages.
022 / Voice Processing Unit: Voice Mail Storage 100% Full / Have users delete all old messages. If the problem persists, increase the assigned disk space or install a larger hard disk.
023 / Voice Processing Unit: SMDR Storage 80% Full / Empty the SMDR buffer using the Inside Track call accounting software. If the problem persists, empty the buffer more often or increase the size of the buffer.
024 / Voice Processing Unit: SMDR Storage 100% Full / Empty the SMDR buffer using the Inside Track call accounting software. If the problem persists, empty the buffer more often or increase the size of the buffer.
026 / E-mail Gateway is Disabled / Disable E-mail gateway for some mailboxes so that the total number of E-mail Gateway enabled mailboxes would not exceed the permitted license number.

Major Alarms Requiring Attention from Service Personnel (not all are represented)