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Medi-Link Dialler Unit - Trouble Shooting

Unit Does Not Exit Program Mode
Alarms Do Not Report To Control Centre
Inaudible Open Voice
Interference And Noise In Open Voice
Unit Chopping On Voice
Open Voice Does Not Auto-Answer
Unit Engages Telephone Line

Can Not Program Wireless Pendant Or Device
Reduced Wireless Device Range
Up/Download Does Not Connect
Up/Download Disconnects Automatically
Up/Download"The Product Does Not Correspond" Error Message
Answering Machine Answers Before Unit Answers A Call
Unit Is Delayed When Dialing Phone Number
Unit Keeps Answering Like A Fax Occasionally

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Features

Unit Does Not Exit Program Mode

DESCRIPTION

The Medi-Link 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:

  1. The Client Account Number used by the call centre to identify the unit
  2. 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-Link unit. Consult the SmartLink Medi-Link Dialler Installation manual for further details.

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Alarms Do Not Report To Control Centre

DESCRIPTION

When an alarm is activated the Medi-Link 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-Link has failed to dial, check for a "LF" and/or a "rd" condition on the Medi-Link unit display (consult the SmartLink Medi-Link Dialler Installation manual for further details).

RESOLUTION

Enable the Listen Pin "LP" (refer to Medi-Link 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-Link unit. If no DTMF tones are heard there is most likely a problem with the programming options of the Medi-Link unit.

Ensure that the cabling at the premises is correct and adheres to the following guidelines:

  1. The telephone Line In to the Medi-Link unit should be a Mode 3 socket, connected by an Austel approved installer.
  2. If the telephone line shares with an ADSL line (Internet connection), ensure that the appropriate filter is used.
  3. Disconnect all other equipment that may be running in parallel with the Medi-Link 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:

  1. At least one phone number under the "n_" program menu has been entered.
  2. Set the Line Balance Attenuation "bl" to 111 and the Line Tone DTMF Output Level "ol" to between 3 and 5 within the Medi-Link 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
  3. Make sure the client ID has been entered.
  4. 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-Link unit.

If these steps do not rectify the problem please contact SmartLink.

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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-Link 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-Link 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-Link unit (consult the SmartLink Medi-Link Dialler Installation manual for further details).

Try replacing the Medi-Link unit.

If these steps do not rectify the problem please contact SmartLink.

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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-Link 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-Link unit as this may be causing interference:

  1. When a touch lamp is causing interference, simply move either the lamp or Medi-Link unit further apart until the interference/noise is reduced such that the Medi-Link open voice feature operates correctly.
  2. When a cordless phone is found to be interfering with the Medi-Link operation, a toroidal device can be used to minimise interference, or shift the Medi-Link unit to another location. Contact SmartLink for further details.
  3. 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-Link unit (consult the SmartLink Medi-Link Dialler Installation manual for further details).

Try replacing the Medi-Link unit.

If these steps do not rectify the problem please contact SmartLink.

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Unit Chopping on voice


DESCRIPTION

After an alarm has been reported to the Control Centre the voice communication through the Medi-Link 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.

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Open Voice Does Not Auto-Answer

DESCRIPTION

After an alarm has been reported to the Control Centre, the Medi-Link unit does not automatically answer for Open Voice calls from an operator.

CAUSE

The Medi-Link 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.

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Unit Engages Telephone Line

DESCRIPTION

The Medi-Link 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-Link 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-Link unit is enabled and an incoming call has been automatically answered by the Medi-Link 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-Link 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-Link Dialler Installation manual for further details).

If these steps do not rectify the problem please contact SmartLink.

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Can Not Program Wireless Pendant Or Device

DESCRIPTION

A Wireless Device will not program into the Medi-Link unit even though the steps in the Medi-Link installation manual for programming a new device are followed correctly.

CAUSE

  1. The device is already programmed into another Channel (Zone).
  2. The device may not be an official SmartLink device and therefore not compatible.
  3. The battery in the device may be flat.

RESOLUTION

Ensure all 8 channels with in the Medi-Link unit are clear/empty then re-program the device (consult the SmartLink Medi-Link 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-Link 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.

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Reduced Wireless Device Range

DESCRIPTION

The distance between the Medi-Link 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-Link unit.

RESOLUTION

Ensure that there are no Touch Lamps, Cordless Phone or any other electronic equipment located in close proximity to the Medi-Link unit as this may be causing interference:

  1. When a touch lamp is causing interference, simply move either the lamp or Medi-Link unit further apart until the interference/noise is reduced such that the Medi-Link open voice feature operates correctly.
  2. When a cordless phone is found to be interfering with the Medi-Link operation, a toroidal device can be used to minimise interference. Contact SmartLink for further details.
  3. 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

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Up/Download Does Not Connect

DESCRIPTION

No telephone connection between the Up/Download software and the Medi-Link 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-Link 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-Link 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-Link unit is in out of Program Mode (in normal operation) and the Client Account Number entered into the Medi-Link unit and the Up/Download software do not match the connection will be rejected (hang up) by the Medi-Link unit. Note that when the Medi-Link unit is in program mode the correct Client Account Number is not relevant.

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Up/Download Disconnects Automatically

DESCRIPTION

The Up/Download Software disconnects from the Medi-Link unit even though the user didn't manually choose to do so.

CAUSE

The Medi-Link unit will disconnect from Up/Download if the connection is left idle for 5 minutes. This is a feature of the Medi-Link unit intended to automatically free up the line.

RESOLUTION

Ensure all required changes to the Medi-Link unit programming options are made within the 5 minute period. Otherwise simply re-connect Up/Download.

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Up/Download "The Product Does Not Correspond" Error Message

DESCRIPTION

When the Up/Download software attempts to establish a connection with the Medi-Link 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-Link unit being dialed.

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Answering Machine Answers Before Unit Answers a Call

DESCRIPTION

After a Medi-Link 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-Link unit have not been adjusted properly.

RESOLUTION

Extend the answering machine rings before answering or reduce unit answering time to 1

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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.

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Unit Keeps Answering Like a Fax Occasionally

DESCRIPTION

When the Medi-Link 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.

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To the best of our knowledge, the information contained in these pages is correct. SmartLink, a division of Ness Corporation, reserves 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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