FAQs
Q) Will our phones work during a power outage?
A) No, Norstar & NEC systems are Electronic Key Telephone Systems and require electricity.
NOTE: A Power Fail jack is normally installed near the reception area and usually activated with Line 1 of the system for use during a power outage and will allow the use of a single line telephone as you would use at home.
ITS Telecom recommends that you have a true UPS (Uninterrupted Power Supply or Battery Back Up) between the power outlet and your phone system to protect your system & guard against power surges & brownouts, this will also allow your telephone system to work for a limited amount of time during a power outage.
Please contact our office for UPS options available to you.
Q) Is our phone system Caller ID compatible?
A) Caller ID boxes will not work in conjunction with the telephone sets.
A Caller ID box can be plugged in to the Power Fail jack and will work only for whichever line the jack is activated with (usually Line 1).
NOTE: You must be a subscriber of Caller ID service through your service provider.
Please contact our office and we will advise, free of charge, if your Norstar or NEC system is compatible and if not, what would be required to enable the system to become Caller ID compatible.
Q) Can an Answering Machine be used with our system?
A) Answering Machines will not work in conjunction with the telephone sets. An Answering Machine can be plugged in to the Power Fail jack and will work only for whatever line the jack is activated with (usually Line 1). If you require an Answering Machine for more than one line please contact our office for options available.
Q) Will the phone sets work at home on a single line?
A) No, Norstar & NEC telephone sets will not work on single line telephone jacks nor will they work without the KSU from the system. Each telephone is an extension from the Key Service Unit and requires a jack that is wired for power.
Q) Can I move sets to different jacks?
A) Norstar - No, Norstar sets that are not identical models (absolutely identical in size and layout of buttons) will deprogram the jack. Each set is an extension from the KSU and once you move an identical set the extension number will change - if there is a voicemail box attached to that extension the voice mail will have to be re-programmed to follow the new extension number.
B) NEC - Yes, NEC sets will automatically program the new set with the programming of the previous set. However, if the set models are not identical, the button programming may not act the same.
Q) What should I do if something is spilled on my phone?
A) Call our office immediately. The phone can short out if the electronic card becomes soaked or corroded.
We can provide a loaner phone and will advise if the phone can be cleaned or must be sent to the manufacturer for repair.
Q) What should I use to clean my phone's surface from time to time?
A) A slightly damp cloth will do nicely for surface cleaning of the set, cord and handset. You may want to unplug the phone for cleaning, if so, please ensure you plug it back into the same jack.
NOTE: If a reception (main) set is being cleaned, it may be best to do so after hours (especially if it is going to be unplugged) as this is the set the incoming calls are programmed to ring on.
Never use harsh chemicals or cleansers to clean the sets, they can damage the exterior surface.
Never spray the sets with chemicals or cleansers - they can seep into the phone and damage the electronics.
Q) What can I do to fix sticky buttons?
A) If the buttons are sticky due to a spill, please call our office and we will provide a loaner set while we professionally clean the set.
If the buttons are sticking due to regular wear and tear, try holding the Release Key
down and pressing up and down on the sticky button until it becomes free.
If the trouble persists, please contact our office.
A) That set may have a stuck button - check the button that is programmed to automatically dial the extension it keeps calling to ensure it is not stuck down. Or if it is dialing a number repeatedly when you select a line, check that button on the key pad and ensure it is not stuck down.
Norstar Sets - If you cannot locate the button that is causing the issue - hold the Release Key down
NEC Sets - If you cannot locate the button that is causing the issue - ensure the plastic faceplate is not interfering with any of the buttons, remove the plastic faceplate and try using the phone normally again. If this remedies the problem, ensure the faceplate is seated properly when reinstalling.
A) Try switching the handset cord (curly cord) with one of your co-workers, if this remedies the problem you will need a new handset cord.
If that does not remedy the problem...
Try switching the handset (the portion you hold in your hand and talk into) with one of your co-workers, if this remedies the problem you will require a new handset.
If neither of these suggestions solve the set problem, please contact our office.