We have a Sprint Protege 616 system here with only 1 line, we are a small business. Not sure exactly when this problem started but incoming calls now do not ring on any of the phones (the red light flashes and can be answered but no sound) also incoming calls no longer go to our directory, they just ring silently for a bit and then roll over to fax. Please help!

Are your extension like 201, 202, 203 or 10, 11, 12?

The reason I ask is the "Protege 616" could either be a CTX cabinet or a 308 with expansion.

Here is something to try:

If the extensions are 10, 11, 12... then unplug the power supply from the wall* wait one minute and plug it back in.

• *DO NOT unplug from the cabinet. Sometimes this will default the system.

If your extensions are 201, 202, 203... then on your telephone system turn the power off, wait one minute, then turn the power back on.

Let us know if you need help identifying the telephone cabinet.

When programming extensions they are double digit (11,12,13, etc.) but when calling in and selecting an extension they are single digit (1,2,3,etc.) Thank you in advance for your help!

Unplug the individual phones or the "phone cabinet"?

The telephone cabinet for unplugging.

The 1, 2, 3... tells me you have an auto-attendant (voice mail) answer the phone.

If resetting the telephone system doesn't fix the issue, it would be best to call you Vendor in. There are too many variable that "Chat-Mode" cannot handle as fast as a tech on-site.

Keep us updated!

I unplugged the power from what I believe was the telephone cabinet and also from the voicemail box. I gave them a minute to reset and plugged them back in. Phones still ring silently and auto-attendant still doesn't pick up =(

Did the system default?

• Extension names disappear
• Time & Date Incorrect
• Speed Dial bins empty
• (of course some 308/616 are never programmed with user names and buttons are left mostly defaulted)

If the system is default, then the only telephone that would ring is EXT 10. Does the ringer work on EXT 10?

If you press the VM button and

• you get a quick double ring (error tone then the buttion lost it's programming
• If the display shows that you are ringing the VM UCD group and doesn't answer, then the connection between the Phone System and VM is the problem (either physical or programming).
  
  Any technicians available in the area? You "probably" have the Protege Digital Voice and Protege 308/616.

Time and date are still correct,the phones were never really programmed with any other info but I don't think they got reset, extension 10 doesn't ring (again the call rings to all phones but silently. to dial our voicemail it is usually 17 that I push (then # if I want to check and not leave messages). When I dial 17 now the phone display says "camp on to vm" indefinately with a regularly spaced beeping tone.

I just went through and checked all the physical connections as well as reset the cabinet the voicemail box and the comswitch and they seem to be okay. The line comes in from an underground cable box then goes into a "comswitch 5500" There is a fax modem line coming out of that, plus a phone line. The phone line runs into a little rack full of alligator type connectors. From there it branchs:

one cord runs into a Sprint Analog Adapter (p/n 261-196180) and then out of there into a black box that has a "voicemail" label on it, it says Sprint (couldn't find p/n think it is on the back and I wasn't sure how it was mounted). This black sprint voicemail box has 4 inputs on the back with corresponding LEDs on the front (The only line in is line 2, the LEDs are either all lit or none are, hard to tell). There are also LEDs on this box labeled t, r, and c all three of which are dark.

The other line where it forks goes into a beige box that says it is a sprint expandable 3X8 (pn 261-150057). This box has a blinking red light on back.

I've checked all the physical connections (unless its a bad cord)it does seem that you are right and the problem is with the voicemail connections (it doesn't pick up as it's supposed to and we can't dial it from our phones). We are a small machine shop and I am the most tech savvy guy we have here and I'm stumped. You say it could be a software conflict between the cabinet and the voicemail unit, but I know nobody has messed with any of that stuff. I suppose we will have to find a technician, thanks for trying to help though =(

PM Sent

It appears that your VM is set to answer all calls and that your VM isn't working. If you have the programming manual you can 'easily' take the VM out of the loop.

On page 5-7 will explain how to get into programming.

On Page 5-13 Category 2-Trunkline - Voice Mail Group Answer change the entry to NEVER

On page 5-10 Extension Ring Assignments You can pick and choose which extension ring on which lines by entering the extension number and changing the entry from N to Y on a line by line basis.

This will not however explain what is going wrong with the voice mail system.