Page 7-36
Troubleshooting
INTER-TEL
®
AXXESS
®
MANUAL VERSION 11.0 – May 2008
Caller ID Forwarding Issues
C. CALLER ID FORWARDING ISSUES
(Continued) Ground start
trunks not functioning prop-
erly
60 Hz AC power is getting
onto the trunks
Use a voltmeter to check the AC voltage between
tip and earth ground while the trunks are connected
to an LGC. If more than 5V (RMS) are measured,
there is AC power contamination (e.g., due to faulty
wiring insulation). Locate and re move the source of
AC power contamination.
Table 7-7. CO Trunk Troubleshooting Chart (Continued)
Symptom Possible Cause Corrective Action
Table 7-8. Caller ID Forwarding Troubleshooting Chart
Symptom Possible Cause Corrective Action
The customer reports incom-
ing trunk caller ID does not
forward to an outbound
PSTN call.
The original incoming trunk
call did not have caller ID.
Enable service with the CO provider to ensure
incoming trunk calls have caller ID.
The system administrator has
not enabled the “Propagate
Original Caller ID for Unan-
swered Calls” flag for the cor-
rect CO trunk group.
Enable the “Propagate Original Caller ID for Unan-
swered Calls” flag for the correct CO trunk group.
The outbound call is sent out
a non-ISDN PSTN line.
For Caller ID Forwarding, the customer must use
an ISDN line to forward caller ID.
The original trunk is
answered by the system
(either through a Voice Mail
application, human operator,
or Unified Communicator).
Currently, the system does not support propagating
caller ID for incoming trunk calls that are answered
and then transferred back out to the PSTN.
If the answer is none of the
above, the CO may not sup-
port the ISDN message for
propagating caller ID.
Call the CO provider to determine why the ISDN
caller ID information is not forwarded. If the CO
cannot resolve this issue, contact Inter-Tel Techni-
cal Support and provide the following information:
1) the ISDN switch type where outbound calls was
made; and 2) freeze of this call scenario.
The customer reports station
caller ID does not forward to
external PBX.
The system administrator has
not enabled the “Send Sta-
tion Caller ID to Attached
PBX” flag for the correct CO
trunk group.
Enable the “Send Station Caller ID to Attached
PBX” flag for the correct CO trunk group.
The outbound call is sent out
a non-ISDN PSTN line.
For Caller ID Forwarding, the customer must use
an ISDN line to forward caller ID.
An unsupported SIP gateway
is used to connect the sys-
tem to an external PBX.
Verify that the SIP gateway has been officially
tested. If the SIP gateway is officially supported,
call Inter-Tel Technical Support and provide the fol-
lowing information: 1) the ISDN switch type where
outbound calls was made, 2) type of gateway used
to connect to external PBX, 3) ISDN switch type
settings on SIP gateway, and 4) freeze of this call
scenario.
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