FAQ

Do you have technical questions on how to use Multi-Link equipment? Read the FAQ below and also refer to the User Guides available on the support page. If you have further questions do not hesitate to contact us

Multi-Link Products: FAQ’s

General Questions and Answers

Question: Does a line sharing device allow me to be on the phone and receive a Fax at the same time?

Answer: No. With one telephone line, you can only have one active call at a time. Our line sharing devices will process the incoming call and route to the appropriate device. Each device is addressed independently and has separation from the other devices connected.

Question: What identifies an incoming Fax call for automatic routing?

Answer: Both The STICK and ACP Series 2.0 screen for a CNG tone in order to determine if an incoming call is a fax call. A fax call initiated in the typical manner will emit an 1100 Hz tone on the line repeating every 3 to 3.5 seconds. This tone is called a fax or CNG tone and identifies the call as a fax call.

Question: What is the difference between line sharing products which route inbound calls by using tone recognition and those which route inbound calls by ring pattern recognition (Distinctive Ring)?

Answer: Units which route the incoming call based on tone recognition use DTMF (Touch Tones) and/or CNG tones to determine the type of call. In order to screen and appropriately determine the type of call, these devices actually answer the incoming call. The Stick and ACP Series 2.0 are tone recognition devices.

Units which route incoming calls based on “ring pattern” are using a process called Ring Pattern Recognition. These units do not “answer” the incoming call but instead listen for the number of ring bursts in the ring cycle to determine the ring pattern. Once the ring pattern has been determined, the incoming ring is allowed to pass through to the appropriate device port. A single ring will ring through to device port 1, a double ring to device port 2 and a triple ring to device port 3. These units require you to have Distinctive Ring Service. This is a service offered by most phone providers where you have multiple numbers that ring on a single line. The SR-3 is a Distinctive Ring Device.

Question: Which units are compatible with Caller ID?

Answer: Operation with CID will vary by product. Check the FAQ’s under the products for each products operation with CID.

Question: Will Phone Company Call Waiting work?

Answer: Call waiting will work as normal with/through our Distinctive Ring Device, The SR-3 but understand the SR-3 will not process an incoming call when you are currently on a call. Call waiting will work as normal with/through our tone recognition devices (Stick and ACP Series 2.0) but it must be understood that the tone recognition device will transfer the call if the appropriate tone is detected. For example: If you are on a voice call and hear the call waiting beep, you flash to the new incoming call and a CNG tone is detected. Our device will transfer the call to the designated fax port and you would lose your original call. Consider carefully if this feature fits your overall needs for the line.

Question: What types of equipment can be connected to a Multi-Link Line Sharing device?

Answer: Any type of telephony equipment designed to work on an analog/simulated analog telephone line can be connected to our Line Sharing devices.
 
Question: How do I obtain Service/Repair for my unit?

Answer: Our Technical Support Department can be reached at 800-535-4651 (Option 2). Hours are 8am to 5pm EST Monday through Friday. Contact us for Problem Determination assistance and to obtain a Return Authorization before sending the unit in for repair.

Question: What happens when I lose power to my line sharing unit?

Answer: With power off on most of our units, the incoming line will be connected (shorted) to the Voice or Device 1 port where you will generally have your telephone equipment. This allows basic telephone services (inbound and outbound) to continue to work during power outages. On the SR-3 the incoming line will be connected (shorted) to all device ports. All device ports will have access to dial tone and all device ports will ring simultaneously on an inbound call.

Question: Will Phone Company Voice Mail work?

Answer: Any line sharing unit that uses ‘tone recognition” must answer the incoming call in order to determine the type of call. This means that any function/service provided by the phone company that is dependent on an “unanswered” condition will not work with these units. Phone company voice mail will only pick up on a busy message. If you are on a call and do not have call waiting or do not respond to the call waiting beep then the call will go to the phone company voice mail (Busy Message). If you not at the premises to answer the call or simply choose not to answer, the call will not go to the phone company voice mail. Our device will drop the call when “Max Rings” is reached. We recommend using voice mail within your phone system or an answering machine. Phone company voice mail will work with our Distinctive Ring Device, The SR-3.

Question: Will Phone Company Call Forwarding work?

Answer: As stated above, our ‘tone recognition” units must answer the incoming call in order to determine the type of call. Any function/service provided by the phone company that is dependent on an ‘unanswered” condition will not work with one of these units. A “no answer” call forward will not work. A “straight” call forward will work. Realize that calls will no longer be directed to our unit and you no longer receive faxes or be able to address any connected devices while the line is forwarded. Both an “unanswered” and a “straight” call forward will work with our Distinctive Ring Device, The SR-3.

The STICK Questions and Answers

Question: Is THE STICK compatible with Phone Company Voice Mail and/or Call Forwarding services?

Answer: Since The STICK must always “answer” the incoming call from the phone company in order to do its job, there will never be an un-answered call situation which means that phone company VM will only pick up on a busy message. We recommend using an answering machine or a voice mail system that is part of your phone system to catch unanswered calls.

Question: Does Caller ID work with the STICK?

Answer: Yes. You must set the STICK for 2 rings to answer (Register 14=2). This allows the first 2 rings of every incoming call to ring straight through to the Voice ports. This will allow the Voice ports to ring 2 times on a fax call.

Question: How do I program The STICK?

Answer: Please see The STICK User Manual for basic programming information. STICK Programming and Quick Reference Guide (User Manual) shows all programming registers and applicable values. It explains commands and responses. Tip: When entering a command to change the value in a register, enter the 2 digit register # and value all in one sequence. Examples; set Register 14 to 2 (enter 142), set register 13 to #345 (enter 13#345).

Question: All incoming calls, including Fax & Modem, ring on the telephone. What’s wrong?

Answer: Either you have lost power to The STICK (check that the LED is glowing red) or the program options in The STICK may have gotten “scrambled” by a power glitch causing The STICK not to answer. In the first case, confirm your power source. In the second case, see The STICK User Manual and reset the options to Factory Presets, then re-program any custom settings you may have had, i.e. CID Rings To Answer delay.

Question: Some Fax calls ring to my phones while others are received by the Fax machine directly. What’s wrong?

Answer: The fax calls that are ringing on your phone are probably being initiated by the sender in a manual way. If the sender initiates dial tone by picking up the handset or by pressing the speaker button on the fax machine then the sending fax machine will not emit the CNG tone. Another reason the sending fax equipment may not be emitting a CNG tone is if the fax is being sent from a Fax Server (E Fax). Some Fax Servers may not be able to emit the CNG signal or may not be configured to do so. The CNG tone is necessary in order for The STICK to automatically route the call to the fax port. Any fax without the CNG tone is referred to as a “manual” fax. If you answer the phone and have reason to believe that the call is a “manual” fax, simply press *2 on your phone and hang up. The STICK will transfer the call to the fax port upon hearing the *2 security access code.

Question: Why do some of my phones ring as normal but other phones do not ring or only ring one time?

Answer: You may have extension phones. Extension phones are phones that have a connection to the telephone line directly, not through the Voice port(s) of The STICK. Once The STICK has answered, only phones that have a connection to the Voice port(s) of The STICK will ring. Extension phones will not. It is most efficient to install The STICK so that all phones have a connection to The STICK’s Voice port, thus avoiding extension phones. If your setup requires that you have extension phones, program Register 06 (Call Override) to a value of 1. Also, contact our Technical Support Department for an explanation on your configuration options.

Question: Can I connect more than 1 modem to the STICK?

Answer: Yes. Any type of telephony equipment can be attached to any device port. The ports are simply labeled Voice, Fax and Modem for the ideal setup.

Question: I am only sharing this line for Fax and Modem type equipment with no inbound voice calls. What is the best installation configuration?

Answer: If using the line for fax and modem(s), we recommend connecting the fax to Voice 1 port and program register 01 to a value of 0. This allows all fax calls, with and without a CNG tone, to be directed to the fax machine. Your modem will connect to the Modem port. If you have a 2nd modem, connect it to the Fax port.

Question: Can I program the STICK from a remote location?

Answer: Yes, but a call must be initiated from The STICK. Once someone calls you from a phone that is connected to one of The STICK device ports, answer the call and ask the caller to stay on the line but to please be silent. You may now use your telephone to enter programming mode and make the desired changes.

Question: The light (LED) on the STICK blinks. What does it mean?

Answer: The blink pattern indicates which device port is in session (off-hook or ringing). A single blink indicates the voice port, double blink indicates the fax port, and triple blink indicates the modem port.

ACP Series 2.0 Questions and Answers

Question: Which Device port is the FAX port?

Answer: The Device 2 port is the default FAX port. When the ACP is at factory default programming, an incoming call will be routed to Device port 2 when a CNG (fax) tone is detected.

Question: Is The ACP Series 2.0 compatible with Phone Company Voice Mail and/or Call Forwarding services?

Answer: Since The ACP Series 2.0 always “answers” the incoming call from the phone company in order to determine the type of call, there will never be an un-answered call situation which means that phone company VM will only pick up on a busy message. We recommend using an answering machine or a voice mail system that is part of your phone system to catch unanswered calls.

Question: Is The ACP Series 2.0 compatible with Caller ID?

Answer: Yes. The ACP Series 2.0 has a CID Store and Forward feature which is on by default. The ACP captures the incoming CID and retransmits it after the first ring when ringing any device port.

Question: I do not have a telephone for incoming voice calls on the line and want all Fax calls (with and without CNG tone) to find my Fax machine. How should I install and program the ACP?

Answer: Connect the FAX machine to the Device 1 port of the ACP. Program Fax Tone Detect To Device 2 (Register 01, Flag 2/Bit 6) to a value of 0. Call our Technical Support Department if you require assistance with this programming change. All inbound calls will be directed to Device port 1 unless the proper security access code (transfer code) is detected.

Question: Why can’t I connect to my modem?

Answer: In order to dial into a specific port, make sure that you are using the proper dialing sequence. The recommended dialing sequence is the normal digits of the telephone number followed by ,,SAC,SAC. The commas represent pause and the SAC is the security access code within the ACP. Example: 15026468878,,33,33 (To connect to Device port 3).

SR-3 Questions and Answers

Question: How many numbers or ring patterns can the SR-3 process?

Answer: Three. The SR-3 will differentiate between a single, double and triple ring.

Question: Do I have to have three numbers or ring patterns to use the SR-3?

Answer: No. The SR-3 is capable of processing all three ring patterns but you can still use the unit if you only have two ring patterns.

Question: Is the SR-3 programmable?

Answer: No. The SR-3 is a passive device. The SR-3 has two configuration switches. The mode switch (2/3 switch) and the “Barge In” switch. If you have a single, double and triple ring then the 2/3 switch should be in the 3 position (default). If you have only have two ring patterns then the 2/3 switch should be in the 2 position. The “Barge In” switch simply determines whether the SR-3 isolates a port in use.

Question: Is the SR-3 compatible with Phone Company Voice Mail and/or Call Forwarding services?

Answer: Yes. The SR-3 does not actually answer the incoming call. Both phone company Voice Mail and Call Forwarding will work as normal.

Question: The phones on the SR-3 do not ring with the first ring from the phone company. Why?

Answer: The SR does not answer the incoming call, but must count the ring bursts in the first ring interval to determine which device port to present with ring voltage. This means the first TELCO ring is “absorbed” by the SR. Any devices on the line side (ahead) of the SR will hear all rings and all patterns.

Question: Will Caller ID work with the SR-3?

Answer: Yes, but it will only come through reliably on the line side (ahead) of the SR-3. If the phone company transmits the CID late enough then the CID will come through on all device ports of the SR-3 as well. Contact our Technical Support Department for further explanation.

Question: My Fax or Modem answers when I receive an inbound voice call. Why?

Answer: When the SR-3 is powered off, all device ports will see all incoming rings from the phone company. Ensure power is supplied to the SR-3. The power indicator should be lit.

The Power Stone Questions and Answers

Question: Can I control DC power with the POWER STONE?

Answer: No, the POWER STONE is only available for control of sinusoidal 120V AC power.

Question: I forgot my special programming security code or it doesn’t work. How can I recover?

Answer: After the POWER STONE is initially connected to power, programming mode can be entered by using only the # # 88 command. The special security code in Register 06 is not needed the first time programming is entered. Use this one time only (after a power cycle) to recover a lost or inoperative situation by resetting to Factory Pre-Sets and re-programming any custom settings.

Question: Is the POWER STONE capable of Distinctive Ring Recognition?

Answer: Yes. See programming Register 03 in the Power Stone User Guide.

Question: My programming changes aren’t working. Why?

Answer: Make sure that you are entering the programming commands correctly. When entering a command to change the value in a Register, enter the 2 digit Register and the value all in one sequence. Examples; set Register 01 to a value of 3 (enter 013), set Register 10 to a value of 5 (enter 105). To retain your changes, you must save them with command of 80.

Question: Is the POWER STONE Caller ID compatible?

Answer: Yes. This may be affected by when a device connected to the line answers. CID is typically transmitted between the first and second ring. Any device that answers at 2 rings or less may effect the CID transmission.

Phone Line Cost Savings Calculator

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