Feedback and Lessons Learned for Phone System Problems
There is no backup system or procedure for a major phone PBX emergency.
There was no way to electronically capture the steps we took to diagnose problems.
John Chapman figured out that the 48 volt DC power supply was defective.
Attempt to print Wyse 30 screen seemed to cause Wyse 30 to freeze.
Attempts to reset Wyse 30 using procedure from internet did not work.
Wyse 30 manual was not in phone room with other phone room manuals. Found it in locked computer room after Peter left for the night.
Entering commands in Wyse terminal requires selecting correct module such as Ň>ER 32Ó
Getting a command prompt sometimes requires waiting for automatic DATA function to finish or requires **** to be entered.
Ameritech technician didnŐt know much about Meridian but was able to get parts fast (about 2 hours portal to portal).
Finding commonly needed codes for diagnostic required reading large book of all codes including many which are seldom if ever used for our system.
Had trouble getting SBC to switch main incoming lines to cell phones.
CleanAir didnŐt have old hand sets we could easily direct connect to SBC at POP like we used to do.
Express was totally without incoming line service since Merdian SL-1 .
Estimate of cost of lost business to be $10,000 per hour.
Source almost lost two jobs totaling $150,000 (see Jim Pollack for details).
SBC wanted to get prices for us to approve before getting parts.
Called SBC for technician at 4:50PM Tuesday. They would not approve emergency service that night to check quality but promised we would be first on list for 8:30AM. SBC line quality technician arrive about 11:00AM. He did think that 991-3300 was not up to spec on leakage to ground and rewired a a local box.
Peter Kim has not been trained on phone PBX.
We had SBC busy out 991-3300 and 991-6200 because they seemed to be blocking all other calls in and out.
Knowing which boards could be software disabled and pulled out hot, which could be pulled out hot with hardware disable switch and how long to wait before for charge to drain would have saved a lot of time and eliminated some phone conversation interruption.
We never did figure out what the Mac in phone room was for.
We found out we needed to temporary ground line to get dial tone.
We learned the hard way that red is common for phone system wiring.
We had trouble finding phone repair companies in Chicago area.
Suggestions;
Beginner and refresher overview of phone system. Include system diagram and acronyms.
Tutorial for simple system diagnostic.
Quick-start for those that have done tutorial include special control key strokes.
Tutorial on advanced system diagnostics.
Have a plan on how to recover or operate if BPX goes down.
Use the Personal Communications Company (847-991-9898) again, they were good!