Unit Does Not Exit Program Mode
DESCRIPTION
The Medi-Call Dialler unit can not be exited from
program mode using the "PE" (Program
Exit).
CAUSE
This is an intentional feature included to prevent
a unit from being installed without the following essential program
options being set:
- The Client Account Number used by the call centre
to identify the unit
- At least one phone number under
the "n_" program menu has been entered.
RESOLUTION
Ensure that the Client Account Number "CA" and
the Primary Phone Number "n1" are
programmed into the Medi-Call unit. Consult the SmartLink Medi-Call
Dialler Installation manual for further details.
TOP
Alarms Do Not Report To Control Centre
DESCRIPTION
When an alarm is activated the Medi-Call unit fails
to send (report) the alarm to the Control Centre.
CAUSE
There are a variety of reasons why a Dialler Failed.
The most common causes are installation related. To confirm that
the Medi-Call has failed to dial, check for a "LF" and/or
a "rd" condition on the Medi-Call
unit display (consult the SmartLink Medi-Call Dialler Installation
manual for further details).
RESOLUTION
Enable the Listen Pin "LP" (refer
to Medi-Call Installation Manual for details) and listen to the
dial tone and DTMF (phone) tones. If no dial tone can be heard
there is a problem with the Line In telephone connection to the
Medi-Call unit. If no DTMF tones are heard there is most likely
a problem with the programming options of the Medi-Call unit.
Ensure that the cabling at the premises is correct
and adheres to the following guidelines:
- The telephone Line In to the Medi-Call unit
should be a Mode 3 socket, connected by an
Austel approved installer.
- If the telephone line shares with an ADSL line
(Internet connection), ensure that the appropriate filter is
used.
- Disconnect all other equipment that may be running
in parallel with the Medi-Call unit, such as telephones (including
cordless phones), facsimiles etc. to determine if they are
causing interference.
Ensure the following programming options are present
and correct:
- At least one phone number under
the "n_" program menu has been entered.
- Set the Line Balance Attenuation "bl" to
111 and the Line Tone DTMF Output Level "ol" to
between 3 and 5 within the Medi-Call unit.
These are the optimal settings for Australia but can be varied
to allow for settings can be varied to allow for excessive
noise line but can be
- Make sure the client ID has been entered.
- Disable busy detect (Pb) if on a PABX system
or a foreign exchange, or else system might confuse tone for
busy.
Try replacing the Medi-Call unit.
If these steps do not rectify the problem please
contact SmartLink.
TOP
Inaudible Open Voice
DESCRIPTION
The operator is unable to hear the client/patient
properly and vice versa.
CAUSE
The sensitivity of the microphone may be too low
for the distance between the client/patient and the Medi-Call
unit.
-or-
The speaker/microphone may be damaged or faulty.
RESOLUTION
Check that the unit is not in listen only mode
by pressing the 3 Key on the operator’s phone to toggle
between modes. Note that pressing the 3 Key not only toggles
between normal and listen only modes but it also increases the
sensitivity of the microphone during listen only mode. (Consult
the SmartLink Medi-Call Dialler Installation manual for further
details).
Check that internal settings 1b is set to 111 and
ol is between 3 and 5.
Decrease the Microphone Sensitivity "uP" on
the Medi-Call unit (consult the SmartLink Medi-Call Dialler Installation
manual for further details).
Try replacing the Medi-Call unit.
If these steps do not rectify the problem please
contact SmartLink.
TOP
Interference And Noise In Open Voice
DESCRIPTION
The operator is unable to hear the client/patient
over excessive noise or feedback.
CAUSE
This may be caused by interference from external
devices such as touch lamps (that have a large internal capacitance),
cordless phones or RF transmitters (e.g. FM radio station transmitter)
that are in close proximity to the Medi-Call unit.
-or-
The microphone may be too sensitive for the installed
environment.
-or-
The speaker/microphone may be damaged or faulty.
RESOLUTION
Ensure that there are no Touch Lamps, Cordless
Phone or any other electronic equipment located in close proximity
to the Medi-Call unit as this may be causing interference:
- When a touch lamp is causing interference, simply
move either the lamp or Medi-Call unit further apart until
the interference/noise is reduced such that the Medi-Call open
voice feature operates correctly.
- When a cordless phone is found to be interfering
with the Medi-Call operation, a toroidal device can be used
to minimise interference, or shift the Medi-Call unit to another
location. Contact SmartLink for further details.
- If RF noise generated by a transmitter (e.g.
FM radio station) a RF choke can be used to minimise interference.
Contact SmartLink for further details.
Decrease the Microphone Sensitivity "uP" on
the Medi-Call unit (consult the SmartLink Medi-Call Dialler Installation
manual for further details).
Try replacing the Medi-Call unit.
If these steps do not rectify the problem please
contact SmartLink.
TOP
Unit Chopping on voice
DESCRIPTION
After an alarm has been
reported to the Control Centre the voice communication through
the Medi-Call unit seems “choppy”.
CAUSE
Positive feedback is
causing undesired behavior in unit.
RESOLUTION
Ensure that 1b is set
at 111 and ol is between 2 and 5. Then if there is still chopping,
reduce microphone gain to 0 or 1.
TOP
Open Voice Does Not Auto-Answer
DESCRIPTION
After an alarm has been reported to the Control
Centre, the Medi-Call unit does not automatically answer for
Open Voice calls from an operator.
CAUSE
The Medi-Call unit Call Back On Channel "C1" to "C8" programming
option is not enabled (default Enabled "E").
-or-
The time entered for the Answer Call "Ac" programming
option has expired (either 3, 6 or 9 minutes).
-or-
The operator failed to initiate the two-way voice
connection during the auto-answer process.
RESOLUTION
Enable the Call Back On Channel "C1" to "C8" programming
option.
Ensure that the operator calls back within the
pre-defined automatic Answer Call time (default 6 minutes).
Ensure that the operator presses the #
Key on the telephone to establish the two way voice
connection.
TOP
Unit Engages Telephone Line
DESCRIPTION
The Medi-Call unit appears to engage the telephone
line for abnormally extended periods of time. This is often referred
to as Line Loop or Telephone Line Lock-Out.
CAUSE
The Control Centre telephone number programmed
into the Medi-Call unit may be incorrect and the unit is attempting
to redial 10 times (12 minutes apart) without success.
-or-
The Control Centre failed to correctly disengage
the call.
-or-
The Up/Download or Remote DTMF Control feature
in the Medi-Call unit is enabled and an incoming call has been
automatically answered by the Medi-Call unit within the programmed
time period.
RESOLUTION
Ensure that the correct phone numbers have been
entered under the "n_" program menu.
Ensure the Control Centre correctly disengages
(hangs up) the call by pressing the * Key twice
on the telephone.
For versions 2.2 and below of the Medi-Call unit
there is no option to prevent an incoming call activating the
Up/Download or Remote DTMF Control feature. For versions 2.3
and above, the Up/Download or Remote DTMF Control feature can
be disabled (consult the SmartLink Medi-Call Dialler Installation
manual for further details).
If these steps do not rectify the problem please
contact SmartLink.
TOP
Can Not Program Wireless Pendant Or Device
DESCRIPTION
A Wireless Device will not program into the Medi-Call
unit even though the steps in the Medi-Call installation manual
for programming a new device are followed correctly.
CAUSE
- The device is already programmed into another
Channel (Zone).
- The device may not be an official SmartLink
device and therefore not compatible.
- The battery in the device may be flat.
RESOLUTION
Ensure all 8 channels with in the Medi-Call unit
are clear/empty then re-program the device (consult the SmartLink
Medi-Call Dialler Installation manual for further details).
Check that the wireless device is an official SmartLink
authorised product. With more recent pendants the description
on the back of the device starts with SW or SP.
Ensure that the device's battery is not flat by
observing the activation LED when activating the device (e.g.
pressing the panic button on wireless pendant).
Reprogram the Pendants into the Medi-Call unit.
When programming the Smoke Detectors press the TEST button for
3 seconds to activate the LED and generate a test tone.
Try programming another wireless device.
If these steps do not rectify the problem please
contact SmartLink.
TOP
Reduced Wireless Device Range
DESCRIPTION
The distance between the Medi-Call unit and the
wireless devices required to receive programmed wireless devices
(reception range) is reduced.
CAUSE
This may be caused by interference from external
devices such as touch lamps (that have a large internal capacitance),
cordless phones or RF transmitters (e.g. FM radio station transmitter
or baby monitors) that are in close proximity to the Medi-Call
unit.
RESOLUTION
Ensure that there are no Touch Lamps, Cordless
Phone or any other electronic equipment located in close proximity
to the Medi-Call unit as this may be causing interference:
- When a touch lamp is causing interference, simply
move either the lamp or Medi-Call unit further apart until
the interference/noise is reduced such that the Medi-Call open
voice feature operates correctly.
- When a cordless phone is found to be interfering
with the Medi-Call operation, a toroidal device can be used
to minimise interference. Contact SmartLink for further details.
- If RF noise generated by a transmitter (e.g.
FM radio station) a RF choke can be used to minimise interference.
If a baby monitor is causing interference then it must be disabled
or moved to another location. Contact SmartLink for further
details.
If these steps do not rectify the problem please
contact SmartLink
TOP
Up/Download Does Not Connect
DESCRIPTION
No telephone connection between the Up/Download
software and the Medi-Call unit can be established.
CAUSE
There is a problem with the modem setup used for
Up/Download.
-or-
The Client's phone number is incorrect.
-or-
The Client Account Number entered into Up/Download
does not match the Client Account Number in the Medi-Call unit.
RESOLUTION
Follow the installation instructions provided with
your modem. Ensure the Modem is an external modem that
uses a standard serial port. The speed of the modem is not important.
Some older modems require an initialisation string for compatibility.
Consult your manufacturer or SmartLink for further details.
An obvious but common problem for the Up/Download
software not establishing a connection with the Medi-Call unit,
is caused by the incorrect phone number being entered into the
Up/Download software. Ensure the correct phone number is entered.
Listen for voice through the modem, an indication that the telephone
line has been manually answered by a person.
When the Medi-Call unit is in out of Program Mode
(in normal operation) and the Client Account Number entered into
the Medi-Call unit and the Up/Download software do not match
the connection will be rejected (hang up) by the Medi-Call unit.
Note that when the Medi-Call unit is in program mode the correct
Client Account Number is not relevant.
TOP
Up/Download Disconnects Automatically
DESCRIPTION
The Up/Download Software disconnects from the Medi-Call
unit even though the user didn't manually choose to do so.
CAUSE
The Medi-Call unit will disconnect from Up/Download
if the connection is left idle for 5 minutes. This is a feature
of the Medi-Call unit intended to automatically free up the line.
RESOLUTION
Ensure all required changes to the Medi-Call unit
programming options are made within the 5 minute period. Otherwise
simply re-connect Up/Download.
TOP
Up/Download "The Product Does Not Correspond" Error
Message
DESCRIPTION
When the Up/Download software attempts to establish
a connection with the Medi-Call unit the following error message
is displayed:
CAUSE
The Product Programming option defining the mode
of operation (i.e. Ademco, British DTMF or Contact ID) does not
match the option chosen in the Up/Download programming software.
RESOLUTION
When creating a New Customer under Up/Download,
ensure that the correct Alarm Type (Ademco, British DTMF or Contact
ID) is chosen for the Medi-Call unit being dialed.
TOP
Answering Machine Answers
Before Unit Answers a Call
DESCRIPTION
After a Medi-Call unit has reported
an alarm and the operator is trying to call the unit back the
answering machine answers the phone before the unit can answer
it.
CAUSE
Settings on the fax and Medi-Call
unit have not been adjusted properly.
RESOLUTION
Extend the answering machine
rings before answering or reduce unit answering time to 1
TOP
Unit is Delayed When Dialing Phone
Number
DESCRIPTION
After an alarm has been activated the unit takes
extended period of time when dialing out.
RESOLUTION
Ensure that both primary and secondary phone numbers
are programmed in, even if they are the same.
TOP
Unit Keeps Answering Like a Fax Occasionally
DESCRIPTION
When the Medi-Call unit is called by the operator
they are greeted with similar sounds as that of a modem.
RESOLUTION
If really warranted, program out Up/Download as
well as DTMF control.
TOP
To the best of our knowledge, the information
contained in these pages is correct. SmartLink International
Pty Ltd reserve the right to make changes to the features and
specifications at any time without prior notice in the course
of product development.
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