Some things you can check to help diagnose an issue on NEC XN120
Overview - We'll talk you through these if you prefer, but here are some standard checks we go through to help establish the cause of an issue. You can email any findings to email@example.com and we will pick it up there if you'd rather do that. This page will be added to - please drop us a line if there is anything in particular you'd like covered.
Can't make an external call - The first thing to check is whether you have dial tone and can dial internally by ringing another handset or dialling voicemail (press "messages" button or dial 884). If you get no dial tone or can't dial internally the next thing to try is to unplug the handset cord - that goes to the wall - where it goes into the base of the handset, leave it for a couple of seconds then plug it in and try again. If this still doesn't work then try another working handset of the same type (plugging into the base of the working handset). If the other handset still can't make an external move onto the next step below.
Check the phone lines - If you have ISDN2E lines then you should see a steady green light on the line boxes which you will usually find near the main phone phone system with a lead going from them to the phone system. ISDN2E boxes are roughly 140 cm x 110 cm and have a green LED light in the centre of the front cover. If this light is flashing that usually means either the cable is disconnected or the circuit has a problem.
Phone lines down - can't receive or make calls - Sometimes it will be obvious the lines are completely down. In this instance we can get your calls diverted starightaway to another number including a mobile phone. If you have opted for one of our emergency backup options we will divert to this service (please contact us for further detail). Once the fault is cleared the calls will be diverted back to your working lines.
External calls cutting off or intermittent speech quality - If we are billing your lines we are able to run various line tests through the network and book engineer appointments. Intermittent issues can be tricky to pin down and by their nature often won't be detected by exchange tests. In these scenarios we will need to probide BT Openreach with as much data as possible regarding problem calls so please keep a log of the date, approximate time, the external phone number called and whether it was an inbound or outbound call. BT can then use this data to make further investigations. We can also setup a monitor trace on your network to gather data from the phone system itself.
Auto attendant or voicemail not working - NEC voicemail runs on an internal card so please re-power the system using the power switch on the left side of the main system as you look at it from the front.
The time on the handset is wrong - Press SPK key on a display handset. Dial 828. Enter the time in 24 hours format then press SPK key again to finish and you will hear a short confirmation tone.