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Computer run phone system. Problems.

boomerang

boomerang

Lifer
TwoBills suggested I post here. I had this originally in General Hardware.

My wife manages a small office with 6 phones that are managed by a computer. There are three lines coming into the business and the computer handles all the functions required.

Recently the display on the "main phone" has shown "Low Battery" or something very similar. The outfit that installed the system says the fix is to shut down the computer for an hour. This is course leaves the business with no phone service, but she did it and all was OK for a while.

It displayed the low battery message again yesterday and now the fix they say, is to shut the computer off for 8 hours. My wife told them this was not possible and the answer back was that she should enter into a service contract for $900 a year. Either that, or after a year the computer would have to be replaced for $1800. Needless to say she is pissed and I am confused.

I have not looked into this box at all. I have no idea what OS it is running. I can't imagine what battery they are talking about that would recharge with the computer turned off.

This is just a stand alone box with no monitor, keyboard or mouse attached. He set it up with a laptop connected to it.

Anyone here have any experience or knowledge with a system of this kind?
 
i would be surprised if it's anything but a standard PC.. why don't you open up the box and take a look?
 
I don't have that information right now. We'll be driving over tomorrow to restart the box. I'll get all the info I can at that time and I'll post back. Thanks for your interest.
 
OK, I think I have all the information needed.

The computer is marked Inter-Tel. Model AXXENT

The phones are also Inter-Tel. Part No. 550.4500

I think I see the battery in question. It is marked TL-2150 1/2AA.

I'm not certain if this is the battery that is "Low". I would sure appreciate any advice.
 
Yes, once I knew the name of the manufacturer, I've been googling my buns off. It appears to be a 486 based system with a number of ISA slots and really long cards in it. There is a battery holder that contains the battery I mentioned.

I guess I'm going to order one online and replace it. I hope there is no special procedure involved in doing this. But I am curious as to what it's purpose is and why it wouldn't trickle charge or something while the system is on and running.

Also a phone system that is designed to be turned off periodically to charge the battery doesn't make a lick of sense to me.

The wife is a little dismayed that she was not told of this battery situation.

The whole thing is confusing to me.

I appreciate your efforts.
 
Originally posted by: boomerang
There is a battery holder that contains the battery I mentioned.

I guess I'm going to order one online and replace it. I hope there is no special procedure involved in doing this. But I am curious as to what it's purpose is and why it wouldn't trickle charge or something while the system is on and running.

Also a phone system that is designed to be turned off periodically to charge the battery doesn't make a lick of sense to me.

Me neither, but here's a thought. Don't power the system down before changing that battery. Do it hot so you don't default the program.

What'd you think Paladin? Hot swap on the battery?
Click to expand...
 
I had posted in a communications forum and got some advice I initially thought was good. After giving it some thought, I am not so sure.

I should say that I believe that hot-swap is the way to do it. But read further. Check out my post in the link above, it's a short read.

The advice I got, is that the installers are trying to force the program to get lost so they can do a reinstall. I bought into this initially. However, due to a communication mixup, my wife's assistant did not power down the system early Saturday afternoon, she actually unplugged it. It was unplugged for about 26 hours with no loss of programming. Further, the Low Battery message did not appear on power up.

So this is even more confusing to me than it was in the beginning. There is another company that does Inter-Tel equipment in the area. I think we may just call them to see what kind of answers we get.

I'm almost starting to wonder if this Low Battery warning is a programming error. By mistake or intentional is the question. I have to watch myself as I have a tendency to look for sinister plots when none exist.
 
Unless I **KNOW** that I may safely hot-swap/hot-swap an item I always power down. (Makes for easy money as power-down has to be done off-shift which means overtime pay for me.)

Is the battery on one of the cards or on the motherboard? In either case rechargable batteries need to be changed about every 5 years or so. If it is a 486-based system it is highly likely that the battery is over 5-years old.

Just out of curiosity, what does this phone system do besides share three lines on six positions?
 
The battery is on the motherboard. There is a black holder/cover over the battery. It's about the diameter of a AA battery only shorter. As I posted above, it's a TL-2150 1/2AA.

The entire setup is what they termed "refurbished". One of the stickers on the back refers to a 2002 date for refurbishment. There is also "486" on one of the stickers in large letters. Right or wrong, this is what I based my statement of it being a 486.

It's ancient looking inside. All ISA slots and AT form factor or older.

Now, I don't work at the business so I don't really know all that it will do. I do know that they have a night message and a day message. Two people in the office and they are both often tied up with customers or on the phone. They each have a mailbox and can forward to each other. I connected a cable from the computer next to it and have them put a CD in that computer and start up WMP for music on hold.

I called my wife and she says it will do lots of things they never use and she doesn't remember what those things are. I know all this is real helpful. Wish I new more about it. There is a Hard Drive in this box.

I'm truly sorry, but this about all I can tell you.
 
Sounds like this is a case of must-be-supported-by-the-vendor as it's a very specialized solution. Most of us on here can help with a lot of standard technologies, but not things like this.

One note - When it comes to this kind of thing, paying the yearly maintenance is usually a VERY good idea. It will usually cover this kind of thing, plus software updates, vendor support, etc.

- G
 
Originally posted by: boomerang
TwoBills suggested I post here. I had this originally in General Hardware.


It displayed the low battery message again yesterday and now the fix they say, is to shut the computer off for 8 hours. My wife told them this was not possible and the answer back was that she should enter into a service contract for $900 a year. Either that, or after a year the computer would have to be replaced for $1800. Needless to say she is pissed and I am confused.
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If the computer can be replaced for $1800, then an annual service contract for $900 seems kind of steep. The rule of thumb for a maintenance contract is: 10% of the total cost of the system per year.

As for hot swapping the battery, well, I would try it, but be forwarned, I've been refered to as Sparks, now and again, over the years. 🙂
Click to expand...
 
It's very likely that the total system was far, far more than $1,800 - That's likely the cost of just the controller PC hardware. I'd check out what the maintenance covers. It's likely hardware, software, support, phones, etc.

Not that you have to buy it - It's simple insurance. Some people go for it, others don't.

- G
 
Originally posted by: Garion
It's very likely that the total system was far, far more than $1,800 - That's likely the cost of just the controller PC hardware. I'd check out what the maintenance covers. It's likely hardware, software, support, phones, etc.

Not that you have to buy it - It's simple insurance. Some people go for it, others don't.

- G
Click to expand...

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Even when you add 6 phones @300 and 3 or 4,000 for labor the contract comes out a bit high.
 
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