Southwestern Telephone and Cable

Fequently Asked Questions:

1. The speakerphone is not working on my NEC phone.
2. How do I get an estimate?
3. How do I change the time on my telephone system?
4. Troubleshooting a dead telephone line.
5. Troubleshooting a phone that's not working.
6. My phone rings but does not go to Voicemail.
7. Terms
8. March 11th Time Change for Daylight Savings
9. Where do I get further white papers and documentation?

The speakerphone is not working on my NEC phone.

Chances are the MIC is off. Press FEATURE 1, and the red light on the bottom right should turn on. If it still does not work after this, please call 312-867-9440 and put in a service ticket.

How do I get an estimate?

Contact us by filling out the form on the CONTACT US page, or call 312-867-9440 and speak with one of our communications consultants.

How do I change the time on my telephone system?

NEC Elite:

From Port1 or 2 (Press FEATURE 4 from the phone to get port number)
Press FEATURE 9 #
Dial the current time (e.g. 03:30)
Press RECALL to toggle between AM/PM
When only setting time, press FEATURE to end
Press HOLD to advance to calender
Press RECALL to select the day of the week
Press # to move cursor to day of the month setting
Use dial pad to enter the day
Press RECALL to select the month
Press # to move the cursor to the year setting
Use the dial pad to enter the last 2 digits of the year
Press FEATURE to finish

NEC NEAX 2000:

Press the TRF button
Press the CNF button
Press the * key on the keypad
Press the TRF button
Press the CNF button
Press the # key on the keypad (the CNF, SPKR, FEATURE lamps will be on & "CAT MODE" will be displayed on the LCD)
Press the REDIAL button.("COMMAND=" will be displayed on the LCD)
Press 02 from the keypad
Press the RECALL button
Press 2 from the keypad
Press the RECALL button
Enter the time: HH:MM:SS
If a mistake is made press HOLD to erase the last entry
Once finished press the CNF button to make your changes final
Pick up the receiver and replace to exit program mode
Press REDIAL to return to step 7 if you want to enter another number. Pick up the receiver and replace to exit program mode if you are done.

Note: If a mistake is made press HOLD to erase the last entry, or press ANS to go back one screen if you have already pressed the RECALL to write the incorrect entry.

Troubleshooting a dead telephone line

Rule #1: If you've got problems on an outside line, chances are it's the phone company. We recommend that you always call them first and open a trouble ticket. If they tell you that it's a problem with your phone system and it later turns out that the problem is with them, chances are you can force them to reimburse you for our service call-which can run into the hundreds of dollars. So, protect yourself by calling the phone company, first.

When STC comes out, our tech is going to disconnect the line in question from your phone system and see if he can get dial tone on a test set. If he gets a dial tone, then it's a problem with the phone system. If not, it's either a problem with the wiring between the phone system and the phone company's d-marc or it's a problem with the phone company. If the STC tech has access to the building wiring, he'll test back to the d-marc. If not, he'll ask you to contact your building's management company to perform the test.

If it's not house wiring and it's not the phone system, then it's the phone company. The STC technician can then work with the phone company to test and repair the line.

Troubleshooting a phone that's not working

The phone's "dead"

When a phone at a desk is dead, first swap it with a phone that works. If the problem follows the phone, then it's a bad phone --disconnect the handset, coil cord (the curly cord between the handset and the phone) and line cord (between the phone and the jack) and replace them. If this still doesn't fix the problem, then you've got a bad phone. If you've got maintenance on your phone system, go to our maintenance page for further instructions. Make sure you check the cords and handset. You'd be amazed how often it is just a bad cord. But...if the previously "bad" phone works when you swap it with another phone and the previously "good" phone doesn't, then there's either the wiring, or, or probably, a problem with the phone switch. Either way, you'll need a tech out. If you've got maintenance, go to our maintenance page for further instructions.

The Keypad doesn't work

Chances are, this is a bad phone. But there are times when a port no longer recognizes touch tones. The phone rings and you can answer it. When you pick up the phone, it breaks dial tone. Sometimes, you can even dial inter-office extensions. You just can't dial the outside world. Swap the phone with a good one and see if the problem follows the phone. Also remove the plastic label cover, as sometimes a button gets stuck. Then call us for service.

My Phone Rings but does not go to Voicemail

Chances are, the call forwarding busy/no answer has been turned off. From the phone in question, press 43 then the voicemail pilot number (the number you dial to access voicemail, or the number that appears on the display when you press the “voicemail” button. You will hear a confirmation tone. Test extension in question. If problem persists, call us for service.

Terms

D-marc (Demarcation) is the phone company’s final point of responsibility. It is generally in the basement of a building. When the phone company delivers service, any wiring past the d-marc is billable. An outside contractor, such as MB&A, may be able to extend the service from the d-marc to your suite faster and cheaper than the phone company.
Order Number: The phone company’s internal order for your new service. If things go wrong, you’ll be glad you have this number.
Delivery Date: The date the phone company will deliver your new service to your building.
Cross-connect The short pieces of colored wiring that establishes connections between segments of wiring.
Riser The vertically stacked rooms or shafts in a high rise building through which house wire is pulled from the d-marc to your floor.
Horizontal Wiring: Wiring from the riser shaft.
House Wiring: The vertical and horizontal wiring from the demark into your suite. House wiring may be common wiring for the entire building or you may choose to have your wiring vendor pull non-shared wiring for your use only (recommended for critical applications and T1’s). House wire is pulled from the d-marc, up through the risers to your floor. Shared house wiring is terminated in the basement near the phone company’s d-marc and cross-connected to your lines on the d-marc It is terminated again in the riser closet on your floor and cross-connected to the horizontal wiring from the riser into your suite where it is cross-connected to the RJ21X.
RJ21X: The long plastic wiring block (commonly with an orange cover) inside your suite where the house wiring is terminated. Your phone numbers are generally written on the inside of the orange cover.
Trunk Group: Lines that will ring in a row. If you want a main line and 3 “rollover” lines, specify a 4-line trunk group.
T1: A high-speed digital line from the phone company. It’s many uses include local service, long distance, internet and point-to-point connections to another office (Think of it as a strip of concrete: That strip can be a street, a rural road, an international highway, a private driveway or a toll-road.The T1 is just the medium). The T1 delivers bits of information (voice, data or a combination) at 1.544 megabits per second –roughly equivalent to 24 standard 64kb phone lines. A T1 is equivalent to 24 phone lines.
ISDN-PRI (Integrated Services Digital Network –Primary Rate Interface): A T1 with high level signaling with the phone company. The 24th channel on the T1 (the “signaling channel) is used to deliver information such as the number being dialed and the originating caller's telephone number. ISDN-PRI offers faster call connection and dynamic call allocation. If you want to sound like you know what you’re talking about, you can also call it “PRI” or “Prime." Primes are FAR superior to standard T1’s. If your phone switch has more than 15 analog Central Office lines (standard phone lines) or more than 10 Direct Inward Dial (“DID”) circuits, a PRI is recommended.
ISDN-BRI (Integrated Services Digital Network –Primary Rate Interface) the little brother of the prime. Instead of 23 voice channels and 1 signaling channel, the BRI has 2 voice and 1 signaling. Chances are, unless you’re doing video conferencing, you’ll never need a BRI.
Direct Inward Dial numbers (“DID”) are multiple phone numbers that the phone company reserves for your use –allowing all users to have a outside phone number that rings at their desk.
RJ48X The jack in your suite upon which the extended house wiring is terminated for a T1/PRI (the digital equivalent of an RJ21X). The T1/PRI is plugged directly from the RJ48X into the CSU and then into your phone system.
Channel Service Unit (CSU): A device that allows you test a T1or ISDN-PRI line. It’s required by FCC regulations, so don’t bother asking why you have to have it, just buy it.

Where to get further white

Setting the time on the IPK II:

From any phone press Speaker then dial #*#*.
Enter password.
Press Transfer.
Dial 10 01 05.
Enter correct hour in military format and press transfer.
Enter correct minutes if necessary and press transfer.
To exit press Answer twice and then press Speaker.

Changing time on the Electra Elite 48,192, IPK or EPro:

Press feature + 4 at each phone until you see which port is 01 or 02. You can also pick up and dial 0 which usually rings port 01. Go to that phone and press Feature+9#. Enter correct time and then press Feature. Use RECALL to change am/pm if necessary.

For Linux Elitemail CTI voicemail (most of these are customers installed within the last 6months to a year): time needs to be changed through a special interface by a technician. There is an upgrade available which needs to be done to set the system to sync the time with the internet time. This upgrade requires about 15 minutes of down-time to install and requires the voicemail to be connected to the customer network.

For all other voicemail systems: dial the voicemail system extension or press message key from any phone with a security code. Dial pound(#) then 632 when the system answers. Enter security code . Press MORE softkey (or press 0). Press MGR. Press SCHED (or dial 6). Then follow the instructions to change the time.

Where do I get further white papers and documentation?

NEC 2000 IPS

Dterm Series E User Guide.pdf
Dterm Series i - Series IP User Guide.pdf
Neaxmail AD-40 System Management Guide.pdf
Neaxmail AD-40 User Guide.pdf
Neaxmail AD-64 System Management Guide.pdf
Neaxmail AD-64 User Guide.pdf
Univerge 2000 IPS Features and Specs Business.pdf
Univerge 2000 IPS General Desc 3800 R13.pdf
Univerge 2000 Matworx Installation Guide.pdf
Univerge Matworx User Guide.pdf
Univerge Neaxmail IM-16 System Manual.pdf