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Author Topic: IMX 1224/2460 - need help with IVX500 Voicemail system  (Read 10734 times)

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Offline abcon

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IMX 1224/2460 - need help with IVX500 Voicemail system
« on: July 01, 2015, 10:22:50 AM »
We are a small exterminating company with this Inter-tel phone system installed in the 90's. We had tornadoes come thru the area last week causing all kinds of power outages. Phone system is finally working again, got all 6 lines working, fixed date and time, can now put people on hold and can transfer calls...but cannot figure out how to get the voicemail system up again. Does anyone have any suggestions? I am not technical at all, and of course the company who installed the system is long gone. All I have access to in the IMX1224/2460 Owners' guide and the IVX500 Voice Mail User guide and Subscriber Quick Reference, looked at tech manuals on-line too - but see no references to re-booting the voicemail system.  We have no pc screen access to the system, I noticed a diskette (dated 1995) in the box with all the switches...any help would be appreciated!!!!  THank you! Monette Runquist, Ab-Con Exterminating

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #1 on: July 01, 2015, 11:24:48 AM »
Good morning and welcome to the board.

Your following statement has me a little concerned:

Phone system is finally working again, got all 6 lines working, fixed date and time, can now put people on hold and can transfer calls...but cannot figure out how to get the voicemail system up again.

Based on this I am making the assumption that during the storm a power outage caused you to lose your programming.  This would likely occur if the back up battery on the board was dead.

Did you have to reprogram your lines to get them to ring-in, etc?  If so then we're looking at having to set up the hunt groups, overflow programming, etc. which is really a tech level procedure.

...but see no references to re-booting the voicemail system.  We have no pc screen access to the system, I noticed a diskette (dated 1995) in the box with all the switches...any help would be appreciated!!!! 

The voicemail system should reboot just like a regular computer.  It would help to have a monitor attached to it though so you could see if it's actually booting. 

If you did lose programming, and if that disk you found is a back-up of the programming that made everything work, then we might be able to get you through a restore process.  Can you put the disk in an computer that has a floppy drive and tell us what files are on it?

I apologize, but have to leave the office shortly for meetings.  I'll check back in as I can, but we have some other awesome techs on this board that can probably help you if I'm not here.
-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #2 on: July 01, 2015, 11:39:40 AM »
Thanks for the quick response...and NO I did not do any re-programming of the lines - just pulled plugs in/out - that got the phones ringing. Hit reset on the the computer that did nothing.  Shut the computer down and waited - that got the Hold and Transfer to work. Used the SPCL key on the actual phone to get it out of night mode and date/time.

I have no access to floppy drive here in the office - will take the diskette home and hunt for a computer that will take the floppy so I can see the programs.

The handwritten label says:  Database Save, FileName = Abcon.DB  3/17/95

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #3 on: July 01, 2015, 11:44:44 AM »
The handwritten label says:  Database Save, FileName = Abcon.DB  3/17/95

That sounds like you may have hit pay-dirt.  That said, if the programming wasn't lost, but your voicemail is still down, you really need to get a monitor on that computer and let's see what is displaying.

Go ahead and take the disk home anyway and email yourself the file in case you need it. 
-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #4 on: July 01, 2015, 03:34:53 PM »
Found an old external floppy drive with USB - the only file on the disk is Abcon.DB - I don't have a clue what to open it with. Working on trying to get a monitor and keyboard attached to a 20 year old computer...should be fun!

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #5 on: July 01, 2015, 04:28:03 PM »
Found an old external floppy drive with USB - the only file on the disk is Abcon.DB - I don't have a clue what to open it with. Working on trying to get a monitor and keyboard attached to a 20 year old computer...should be fun!

The backup files for those systems didn't use a filename.ext format.  What I mean is there was no "period" or "dot" at the end of the filename.  They were limited to 8 characters however, so it's very possible that "Abcon.DB" could be a backup.  I personally have never tried putting a dot in the name.  If you were to open it in notepad, and if it is indeed it is a system backup file, most of the lines will look very similar to this:

Code: [Select]
S2140901CA0B02800128070000000000000001000059
S2140901DA0000000000000000000000000000000007
S2140901EA00000000000000000100000000000000F6
S2140901FA00000000000000000000000000000000E7
S21409020A00000000000000000000000000000000D6
S21409021A00000000000000000000000000000000C6
S21409022A00000000000000000000000000000000B6
S21409023A00000000000000000000000001000000A5
S21409024A0000000000000000000000000000001185
S21409025A13010B2A3B323515000000000000000086
S21409026A0000000000000000000000000001000075
S21409027A00000000000000000000000000003244F0

Of course if you're going to open it to look at it in notepad, please make a copy first and play with the copy.  We wouldn't want to corrupt the original.

Ken is my tech that has worked on those old IVX voicemails the most and is out of town right now, but I'll hit him up when he gets back in.

Good luck.
-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #6 on: July 02, 2015, 09:32:17 AM »
I copied it into xcel and it looks exactly like that...now I am still on the hunt for a monitor or cable connectors with the right pin configuration for this ancient computer...Thank you so much!

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #7 on: July 02, 2015, 09:46:10 AM »
Glad to help, Monette.

I'm hoping once you find a monitor we'll see that we're stuck at a BIOS screen or something along those lines and it'll be an easy fix.  Ken is out of town again today, but I just sent him a message to give me a call as soon as he can crawl out from under a building.
-I'm only here because my flux capacitor is broken.

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #8 on: July 02, 2015, 10:41:29 AM »
I thought I'd add one more thing since you're trying to find monitors and things to troubleshoot the system.

Did all the names come back up correctly on the desk phones?

Since all your extensions came back up I really don't think you have lost your programming.  Therefore we're primarily looking at the IVX500.  If it's hung at a boot up screen we just need to get you past that.  If it booted correctly, then we'll need to do a little troubleshooting.  If so, it would be nice if you had an old single line, plain telephone.  Not one that goes on your phone system.  Just a plain phone you would use at home. 

If we're looking at hardware, it's probably going to be a single line card, or the external ring generator.  In that case my money will be on the ring generator.  We don't normally go this deep in the open forum, but since that's an old Premier style system I understand your plight.  While those systems last darn near forever, it is incredibly difficult to find anyone who knows how to work on them.
-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #9 on: July 02, 2015, 11:15:52 AM »
Yes, all the extensions come up with the number and name...still looking for a monitor/cables

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #10 on: July 02, 2015, 11:52:44 AM »
You haven't lost your programming then. 

If you can't find a monitor, then let me know and I'll see about getting some information to you on how you can test the ports.  There are probably a couple of surface mounted phone jacks known as biscuit jacks behind the IVX500.  If so your testing just got a little easier.  We can identify the extensions and have you ring back into them to test the ring generator.  If that doesn't make sense, then I'll probably need to take this out of the open forum and send you the instructions by private message. 

I will warn you though that if we start getting into bad equipment, you may want to contact a phone tech even though it will be one who doesn't know this old system.  Once troubleshooting is done, he or she will understand and have the skills to change out the affected parts.  If that becomes necessary, based on your email address it looks like there are a few techs here on the board close to you; any one of which would be more than capable.
-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #11 on: July 02, 2015, 02:50:51 PM »
You lost me with biscuit jacks...all incoming lines are ringing, each phone has ext# and name on it, correct date/time...just no voicemail.  I have scoured lots of hardware piles and asked around - no one has the correct pin configuration for attaching a monitor - maybe its proprietary to the Inter-tel system? If there is someone in my area I would be more than happy to pay for a service call!

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #12 on: July 03, 2015, 11:05:30 AM »
I have been asking around, and unfortunately it seems like most of the techs in your area are an hour to an hour and a half away.  With Texas being so large and rural, we often see that as a regular service call, so I forget other areas are different.  :011:

There is still one tech up there I'm waiting to hear back from, but we can go ahead and try moving forward if you'd like. 

Did you ever find a monitor?  It should just be a regular VGA output on the voicemail system.  You could reboot the system by powering it down, I just hate doing it that way, and without a monitor you really have no other choice.

The biscuit jacks I mentioned are just surface mount phone jacks, and of course it could be any phone jack, but surface would be typical for a VM system.  Coming out of the back of your VM system, there will be one or two phone cords that plug into phone jacks.  When you find those, we can have you take a normal household telephone, plug into the jack and test a few things.
-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #13 on: July 06, 2015, 08:33:34 AM »
Spent all weekend rooting thru everyone's box of unused cables and connectors - no luck hooking up the monitor.

There is only one telephone jack in the back of the computer for the VM system. I removed the line cord that was on it and I installed my home phone on the jack. There is no dial tone on that regular phone so I don't know what to do with it.

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #14 on: July 06, 2015, 10:33:44 AM »
There is only one telephone jack in the back of the computer for the VM system. I removed the line cord that was on it and I installed my home phone on the jack. There is no dial tone on that regular phone so I don't know what to do with it.


If there is no sound at all coming out of the phone receiver then we're on the right track.  Just for confirmation, you have the home phone plugged into the phone jack on the wall, not plugged into the jack on the card in the voicemail system, correct?

Can you see the cards in the phone system or is the cover still on the cabinet? 

You will have at least one card in the system that looks like this:



It will stand out because of the little blue boxes you see in the picture. 

I'm going to look one more time to make sure no techs in your area have checked in.  If they haven't I'll probably move this to a private conversation between us as we're getting into some tech level procedures.  We just don't want someone finding the thread in the open forum at a later date and doing something that could mess up their system if they're not closely supervised.

-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #15 on: July 06, 2015, 10:55:39 AM »
Ooops, I plugged the phone into the back of the computer, not the wall jack...moved it.
Took the case off the phone system and there are 5 cards - the one marked STN3 looks like the card you pictured

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #16 on: July 06, 2015, 10:57:26 AM »
The others are marked CPU COU1 STN1 STN2

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #17 on: July 06, 2015, 11:39:54 AM »
Ooops, I plugged the phone into the back of the computer, not the wall jack...moved it.

 :011:  It's okay.  That sort of thing happens all the time, so the techs on the board that have been around a while know to ask.

So when you moved the phone to the jack on the wall, and you took the receiver off the hook, did you hear an intercom tone?
-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #18 on: July 06, 2015, 11:54:23 AM »
Yes

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #19 on: July 06, 2015, 12:17:19 PM »
Okay this changes things.  Here are your next troubleshooting steps:

1.  From the phone  you plugged into the voicemail jack, you need to dial the extension of a regular desk phone in your office.  When that phone rings, look at the display and see what extension number is calling.  Then go ahead and answer to make sure you can complete the call.

2.  Hang up both phones, and then from one of your office phones, place an intercom call to the extension that just called.  That will be the extension of your voicemail system, however right now your home phone is plugged into it.  What we want to know is if it can make your home phone ring.  Whether it actually rings or not, pick up the phone and see if the intercom call completes. 

Then let us know what you find.
-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #20 on: July 06, 2015, 01:24:46 PM »
I have out of office meetings all afternoon - will try in the morning - Thank you so much for your persistence!

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #21 on: July 07, 2015, 10:01:16 AM »
When I call the VM ext 200, it does not make the home phone ring.  But if I answer it it does connect and it sounds like the phone is dialing a number.

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #22 on: July 07, 2015, 12:52:13 PM »
When I call the VM ext 200, it does not make the home phone ring.  But if I answer it it does connect and it sounds like the phone is dialing a number.


That all makes perfect sense except for the part where you say it sounds like the phone is dialing a number.  

Are you hearing this sound when you are listening on the home phone you just answered that is plugged into the VM jack, or are you hearing it on the Inter-Tel desk phone you used to call the home phone?

Is it a clicking, or are you saying touch tone sounds?  

If it's a clicking, is it spaced out?  What I mean is "click, click, click, etc. [pause] click, click, click, etc. [pause] "

I have to leave for a meeting momentarily, but I want to get with one of my techs who is older than me and therefore has more experience with the older systems.  I really believe it's your external ring generator, but want to find out about these sounds you're hearing on the phone.
-I'm only here because my flux capacitor is broken.

Offline abcon

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #23 on: July 08, 2015, 11:53:56 AM »
I think I have used up enough of your time with this 20 year old system. I really do appreciate all your efforts. I am working with Verizon to try to set up a VM box to catch the calls until we do some research on how/what to replace this old system. THANK YOU SO VERY MUCH - you are absolutely awesome!

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Re: IMX 1224/2460 - need help with IVX500 Voicemail system
« Reply #24 on: July 08, 2015, 12:05:34 PM »
You're welcome.  I'm sorry we couldn't get you farther as I really believe it's your external ring generator. 

If things don't work out with Verizon, just let us know.  One of our Admins gave me the phone number of a potential tech in your area. 

Good luck. :054:
-I'm only here because my flux capacitor is broken.