TCL VoicePro
Troubleshooting The VoicePro
Whenever someone calls with a problem, I tell them to remove the VoicePro and test the phones without it. Then add one item at a time and test between each step. That usually shows were the problem is coming from.If you are having problems of any kind, eliminate everything and test with one item at a time. Adding items until the problem surfaces. In other words, start by connecting a single phone to a single line jack WITHOUT using the VoicePro. Make sure all your phone lines work in both directions, incoming and dialing out.
Make sure you don't have Call Waiting
Before connecting the VoicePro, check to be sure you don't have call waiting. Have someone call your number while you are talking to another person on that line.Do this test on each line. If you hear the call waiting tone then the VoicePro will not be able to answer that caller. You will need to tell your phone company to disable call waiting. The proper way to accept multiple callers with the VoicePro is by using rollover to the next line.
Do you have rollover functioning properly?
Test the rollover by making the first line busy and dial that number. You should ring in on the second line.Then make both the first two lines busy. If you only have two lines, you should now get a busy signal when you dial in. If you get voice mail then the phone company is sending the second line to voice mail. See next section below about voice mail.
If you have more than two lines and using the larger VoicePro VP412, then continue testing additional lines. Test each additional line to be sure it rolls over to the next higher line if the prior line is busy.
If any of your lines do not roll over, then the VoicePro will not be able to answer that next caller. You'll need to tell you phone company to enable rollover.
The last line should not rollover. Any additional caller beyond your number of lines should get a busy signal. Test that by having several people call your main number.
Make sure you don't have Phone Company Voice Mail
Check that you don't have Phone Company Voice Mail by making all your lines busy and call in. See what happens. Did you get voice Mail? If you did then that is the phone company's voice mail. You should get a busy signal.Tell your phone company you do not want voice mail on any of your lines. You want the VoicePro's voice mail to take the messages.
Proper Line Connections
Make sure you don't have any other equipment connected to any of the lines coming from the phone company or from your VoIP adapter (if using VoIP). These lines should ONLY go to the line jacks on the Voice Pro and not split off to other phones or equipment.Make sure you don't have more than one phone connected to any single extension jack on the VoicePro.
Now move on to testing with the VoicePro
If all that works as described above, then it is time to connect your VoicePro. But start with only one line connected to the Line 1 jack on the back and only one phone connected to extension 10 on the back.Try calling in and making a call out from extension 10. If everything works, connect the second line to Line 2 and test incoming and outgoing calls from extension 10 again.
If all that passes, then connect a second phone to extension 11 and test both incoming and dialout from THAT phone. Also test calling extension 10 from 11 and calling 11 from 10. Inside calling is done by pressing * then the extension.
Once you know this entirely works, start programming the VoicePro. And test every programmed function as you go along. Don't do ALL your programming and expect top test after that. If something goes wrong at this point you won't know what program function you did that caused the trouble.
Is your telephone service via cable...Voice Over IP (VoIP)?
Cable carriers sometimes use modems with Voice Over IP (VoIP) adapters that do not follow FCC technical specs listed in 47CFR Part 68 and therefore these units do not comply with BelCore standards. This is fine for regular telephones. But it can cause trouble when interfacing with intelligent PBX switching equipment, such as the VoicePro.Proper functioning of a PBX such as the VoicePro is dependant on proper use of BelCore standards specified for the PSTN (public switched telephone network).
More information is provided on our page about VoIP Compatibility Issues with Phone Systems.
VoIP Incompatibility
Incompatibility with a specific cable provider or VoIP Adapter they provide does not imply a product defect. If you have a problem using the VoicePro on a VoIP Telephony line, we will refund your purchase price 100% if returned with all components within 30 days. All we ask is that you tell us the make and model of the cable modem telephony adapter you were using.Check this list of compatible modems to see if you have a good one.
