Call Management Products, Inc.

2150 W. 6th Ave.
Unit D
Broomfield, CO 80020

800-245-9933
303-465-0651
303-465-0237 fax

Support Tips for QueCall
(discontinued)

If you experience problems when installing QueCall, the following list of common questions may assist you in troubleshooting. Note that these answers assume you know how to perform programming in QueCall. If you are not familiar with the programming commands, please consult the QueCall User’s Manual. If you do not have a manual, please contact Call Management Products at (303) 465-0651 to obtain a replacement manual.

Note: If you are not able to get QueCall to accept programming, the programming phone you are using may not emit a long tone to the phone line. Try a different brand of telephone (it must be a standard touch-tone 2500 set type telephone) and a different cord to connect this phone to the QueCall unit or to a QueCall Remote Display.

QueCall Manuals

There are two QueCall models. One supports Caller ID (CID) and the other does not.

For the non-Caller ID model manual in PDF format, click here.

For the Caller ID model manual in PDF format, click here.

QueCall Common Questions:

QueCall’s "Data Display" is blank: Check that the QueCall’s "Power" port is connected to the transformer that came with QueCall (this transformer has a 20VAC, 400mA output) and that this transformer is connected to a working 120VAC power outlet.

QueCall doesn’t answer incoming calls (complete these steps in order):

  1. Test the installation by unplugging the phone lines from QueCall. Using a telephone (on the phone system), obtain dial-tone on each phone line. If you cannot obtain dial-tone on a line, there is an open in the RJ31X wiring, either going to the telephone company or to the phone system. Make sure the pins in the RJ31X connector are connected as follows: pin 4 goes to the tel-co's ring wire, pin 5 to the tel-co's tip wire, pin 1 to the phone system's ring wire, and pin 8 to the phone system's tip wire. Once a dial-tone can be obtained on each phone line, reconnect the phone lines to QueCall.
  1. Unplug QueCall from its power supply. Using a telephone (on the phone system), obtain dial-tone on each phone line. If you cannot obtain dial-tone on a line, there is an open in the wiring between the RJ31X connector and that line port on QueCall. It is likely that a wire has sprung loose inside the RJ31X connector or is not firmly held in the crimp at one end of the cable.
  1. Make sure that QueCall is powered on. The "Data Display" on the front of the unit should show either a digit or a "." (period) lit in red. Using a telephone on the phone system, obtain dial-tone on each phone line. If you cannot obtain dial-tone on a line, it is likely that the telephone-company pair of wires and the phone system pair of wires are exchanged in the RJ31X connector(s). Swap the inside and outside pairs in the RJ31X connector, so that the pins are wired as follows: pin 4 goes to the tel-co's ring wire, pin 5 to the tel-co's tip wire, pin 1 to the phone system's ring wire, and pin 8 to the phone system's tip wire.
  1. Make sure QueCall is in Day Mode. If the Data Display is flashing 8 dial 30 on the Admin Phone (the programming phone) to exit from Night Mode.
  1. Make sure the "Rings Before Answer" field (Address 03) is set to the number of times QueCall should let the phones ring before it answers incoming calls.
  1. Check that each QueCall port with a phone line connected to it is turned on (program a "1" into Address 11 if line 1 is connected, into Address 12 if line 2 is connected, into Address 13 if line 3 is connected, and into Address 14 if line 4 is connected; if any of these lines are not connected, program a "0" into the Address for that line).
  1. Check the "Hang Up Detection" setting in Address 01 (this field is set in 50ms increments, where 1 = 50ms, 2 = 100 ms, 3 = 150 ms, etc.). Set this field to the lowest value that detects when a caller hangs up during a QueCall message but does not cause QueCall to believe that a caller has hung up as a result of normal line fluctuations.
  1. Check the "Ringing Mode" field in Address 04 to make sure the desired Ringing Mode has been selected (see the QueCall User's Manual for a description of the different ringing modes).
  1. If QueCall is connected on the station side of a phone system, make sure the phone system is not ringing each call to multiple QueCall ports at the same time. Each call should be rung to only one extension that is connected to QueCall, with a forward-on-busy from this extension to the next extension that is connected to QueCall.
  1. Your telephone lines may be ground-start. If calls ring the telephones fine through QueCall, but QueCall never answers the incoming calls, the polarity of the phone lines going to QueCall may need to be reversed. In this case, swap the tip & ring wires going to QueCall (move the phone company’s tip to pin 4 and its ring to pin 5 and move the phone system’s tip to pin 1 and its ring to pin 8).

Calls are being disconnected by QueCall:

The "Hang Up Detection" setting programmed into QueCall may be too short for the phone lines, causing QueCall to think that normal interruptions in the phone line mean a caller has hung up. Lengthen the value entered into Address 01 (this field is set in 50ms increments, where 1 = 50ms, 2 = 100 ms, 3 = 150 ms, etc.).

If QueCall is connected on the station side of a phone system, make sure it is connected to analog ports. To test each port, connect a standard touch-tone phone to that port on the phone system; from another phone, call into this port and make sure the phone you connected rings and can be answered.

The caller hangs up, but QueCall continues to ring the phones or phone system for this call:

The "Hang Up Detection" setting programmed into QueCall may be too long for the phone lines, so when a caller hangs up, it looks to QueCall like a normal interruption in the phone line. Shorten the value entered into Address 01 (this field is set in 50ms increments, where 1 = 50ms, 2 = 100 ms, 3 = 150 ms, etc.).

If QueCall is connected on the station side of a phone system, the phone system may not be passing through a call abandon signal when callers hang up. Check the phone system’s settings to determine if this signal can be passed through to the analog ports.

After a call is finished and hung up, QueCall rings the phones or phone system again, and there is no one there: The polarity of the phone line(s) getting the phantom calls may need to be reversed going to the telephone company. Swap pins 4&5 in the RJ31X connector for this phone line.

QueCall makes a clicking sound that is heard by callers: It is likely that the telephone-company pair of wires and the phone system pair of wires are exchanged in the RJ31X connector(s). Swap the inside and outside pairs in the RJ31X connector, so that the pins are wired as follows: pin 4 goes to the tel-co's ring wire, pin 5 to the tel-co's tip wire, pin 1 to the phone system's ring wire, and pin 8 to the phone system's tip wire.

QueCall doesn’t ring the phones or phone system when it has a call on hold: Check the "Ringing Mode" field in Address 04 to make sure the desired Ringing Mode has been selected (see the QueCall User's Manual for a description of the different ringing modes). If your phone lines are ground-start, make sure QueCall is set to use Ringing Mode 6.

QueCall displays the wrong line number when indicating which call has been on hold the longest: Check the "Line Number Setting" in Address 00. The value in this field is added to the QueCall port number to determine what line number should be displayed for the phone line connected to that port. Example: if the "Line Number Setting" is 4, the phone line connected to QueCall's port 1 will be displayed as line 5 (4+1). Also, make sure that all of the phone lines in use are turned on and any QueCall line ports that aren’t in use are turned off (program a "1" into Address 11 if line 1 is connected, into Address 12 if line 2 is connected, into Address 13 if line 3 is connected, and into Address 14 if line 4 is connected; if any of these lines are not connected, program a "0" into the Address for that line).

QueCall’s messages contain static: A small amount of static will normally be heard when messages are reviewed from the Admin Phone. Obtain an outside phone line and call into the QueCall; if the messages contain static when checked this way, erase all messages and use a different Admin Phone to re-record them all. For more information on erasing and recording the messages, click here.

QueCall answers calls but does not play any messages to the caller: The speech messages may have been lost due to a power failure. Use the Erase All Messages command and then re-record the messages. For more information on erasing and recording the messages, click click here. Also, check the "Battery Low" light on QueCall; if this light is on, insert new batteries into the battery backup prior to re-recording the messages.

QueCall’s full messages are not being heard by the caller: A message or messages may have been re-recorded after being recorded originally, without being erased first. Whenever you need to re-record a message, you must first erase the old one. Use the Erase All Messages command and then re-record the messages. For more information on erasing and recording the messages, click click here. Also, check the "Between Message Wait" field (Address 02) to make sure it's set to the desired length (this field is set in 10-second increments, where 1 = 10 seconds, 2 = 20 sec, etc. and * = 110 sec, # = 120 sec, 0 = the repeating message never plays).

A speech message stops part-way through at a random point, and the call is disconnected or is rung through to the phones: QueCall may be located near a transformer or power supply that emits a strong magnetic field, causing QueCall to lock up. Relocate the QueCall unit.

The repeating message repeats at rapid intervals, or doesn’t repeat often enough: Check the "Between Message Wait" field (Address 02) to make sure it's set to the desired length. This field is set in 10-second increments, where 1 = 10 seconds, 2 = 20 sec, etc. and * = 110 sec, # = 120 sec, 0 = the repeating message never plays.