Nortel Norstar & BCM: Top 10 Troubleshooting Guide

1 Phone Not Ringing

When a phone stops ringing for incoming calls, the cause can range from a simple cord issue to a system-level programming problem. The key diagnostic is whether one phone or multiple phones are affected.

If a Single Phone Is Not Ringing

1. Check the handset cord. The coiled handset cord is the most common failure point. Swap it with a known working cord and test.
2. Check the line cord. Unplug and firmly reseat the line cord at both the phone and the wall jack. Listen for a click to confirm proper seating.
3. Swap phones. Move the suspect phone to a known working jack. If the problem follows the phone, the phone is defective. If a working phone fails at the same jack, the issue is wiring or port-related.
4. Check ringer volume. Press Feature *80 to verify the ringer is turned on. Press Feature *81 to adjust volume.
5. Check line appearance. Verify the incoming line appears on the phone. Press Feature *0 (Button Inquiry) and press each line button to confirm lines are programmed.
6. Check Do Not Disturb. Press Feature 85 to toggle DND off. The display should read "DND off."

If Multiple or All Phones Are Not Ringing

1. Check the KSU. Verify the main control unit has power (LED lit) and is not in an error state.
2. Check for alarm codes. If phones display alarm messages or have no display, see Issue 5: System Dead.
3. Check incoming lines. Plug a test phone directly into the demarcation point to verify dial tone is present from the carrier.
4. Check line programming. Enter programming mode and verify lines are still assigned to sets. If programming was lost, see Issue 8: Lost Settings.

2 No Dial Tone

No dial tone can affect a single phone, a group of phones, or the entire system. The troubleshooting path depends on scope.

Single Phone - No Dial Tone

1. Reseat all cords. Unplug and reconnect both the handset cord and line cord at the phone and wall.
2. Check the phone on another jack. If it works elsewhere, the jack or wiring is the problem. If it still fails, the phone may be defective.
3. Check for dial tone at the demarc. If there's no dial tone at the main distribution frame, the issue is with the carrier line, not the phone system.
4. Run a station test. Press Feature *805 to run a display/self-test. If the display doesn't respond, the phone is likely defective.

Multiple Phones - No Dial Tone

1. Check KSU power. Verify the power supply LED is on. If dark, check the outlet, surge protector, and circuit breaker.
2. Check for a failed line card. If specific groups of phones are affected (e.g., all phones on expansion module 2), the line card or fiber cable connecting the module may have failed.
3. Check carrier lines. If all external calls fail but internal calls work, the T1/PRI or analog trunk may be down. Contact your carrier.
4. Verify module connections. Power down the KSU, reseat fiber cables between the main unit and expansion modules, then power back up.

3 Voicemail Not Working

Voicemail problems are among the most searched Nortel issues. The most common scenarios: voicemail not answering calls, mailbox password forgotten, and voicemail completely inaccessible.

Voicemail Not Answering Calls

1. Check voicemail DN. Press Feature 985 on any Norstar phone. The display shows the voicemail DN (directory number). Verify this matches what's programmed in call routing.
2. Check CallPilot/StarTalk module. On the KSU, verify the voicemail module has power and its status LED is normal (green, not red or flashing).
3. Check line programming. Lines must be programmed to forward to voicemail on no answer or busy. Verify under Lines → [line] → Prime Set and check forward settings.
4. Restart the voicemail module. If the module is unresponsive, power down the KSU, wait 30 seconds, and power back up. Allow 3-5 minutes for the voicemail to fully initialize.

Resetting a Mailbox Password

This must be done from an M7310, M7324, or T7316 phone with admin access.

1. Press Feature 983
2. Enter the admin password:
   • 2-digit extensions: enter 1200000
   • 3-digit extensions: enter 1020000
   • 4-digit extensions: enter 10020000
3. Press MBOX, then CHG
4. Enter the mailbox number (extension number)
5. Press RESET to reset the password to the default (0000)
6. The user must then log in with Feature 981 and change the password

Creating a New Mailbox

1. Press Feature 983 and enter admin password
2. Press MBOX, then ADD
3. Enter the new mailbox number (typically the extension number)
4. Enter the extension number
5. Enter the last name, then first name
6. Select a Class of Service (default is usually acceptable)
7. Press NEXT through remaining prompts
8. Press HEAD/REL to save and exit

BCM CallPilot (Not Answering)

1. Log into Element Manager and navigate to Telephony → CallPilot
2. Verify the CallPilot application service is running (green status)
3. Check the application builder to verify the auto-attendant is active
4. Verify that lines are routed to the correct CCR (Custom Call Routing) tree
5. If the service is stopped, restart it from Element Manager and check logs

4 "Feature Inactive" or "Invalid Feature" Error

When a phone displays "Feature Inactive" or "Invalid Feature," it means the feature code you entered is not available on this phone or system. This can indicate a programming issue, a restriction, or system-level corruption.

Common Causes

1. Phone not programmed for that feature. The feature may require a button to be programmed first. Use Feature *3 to program a button.
2. Class of Service restriction. The phone's COS may not allow the feature. Check under Terminals & Sets → [extension] → Restrictions.
3. Feature keycodes lost. After a power outage, if the backup battery has failed, the system may lose its feature keycodes. This is a serious issue — see Issue 8.
4. Wrong feature code. Verify the code against the feature code reference below.

Diagnostic Steps

1. Try the same feature on another phone. If it works there, the issue is specific to the first phone's programming.
2. Try a basic feature like Feature 9 (page). If even basic features show "Feature Inactive," the system may have lost programming.
3. Enter programming mode (Feature **CONFIG / Feature **266344) and check if programming is intact. If settings are blank or default, programming was lost.
4. Check the backup battery in the KSU. If it's more than 5 years old or shows signs of corrosion, it should be replaced.

5 System Dead / All Phones Show No Display

When all phones go dark with no display and no dial tone, the main control unit (KSU) has lost power or failed. This is a system-level emergency.

Immediate Diagnostic Steps

1. Check AC power to the KSU. Verify the power cord is connected, the outlet has power (test with a lamp), and any surge protector or UPS is functioning.
2. Check the power supply LED. On the KSU, look for the power/status LED. If it's off, the power supply has likely failed.
3. Check for tripped circuit breaker. If the KSU is on a dedicated circuit, check the breaker panel.
4. Listen for fan noise. On larger systems (BCM450, Meridian M1), listen for cooling fans. No fan noise confirms no power.
5. Check for burning smell. If you detect an electrical burning odor, do NOT attempt to power the system on. A component has failed and requires replacement.

Three Most Common Failures

6 Time and Date Are Wrong

The system clock may drift over time or reset after a power outage. This is one of the most searched Nortel admin tasks, especially around daylight saving time changes.

Norstar CICS / MICS - Change Time & Date

1. Press Feature **266344 (spells CONFIG)
2. Enter the admin password:
   • 2-digit extensions: 23646 (spells ADMIN)
   • 3-digit extensions: 123646
   • 4-digit extensions: 1223646
3. Display shows "1. System" — press NEXT
4. Press SHOW at "2. Time and Date"
5. Press SHOW at "1. Time"
6. Enter the hour using 24-hour format (e.g., 14 for 2:00 PM)
7. Press NEXT and enter minutes
8. Press NEXT repeatedly to reach "2. Date"
9. Enter year, month, and day as prompted
10. Press HELD / RLS to exit

Meridian 1 / CS1000 - Change Time & Date

1. Log into the system via terminal (TTY or SSH)
2. Enter LD 2 (Load 2 - System Time and Date)
3. Enter command: TTAD (Display current time and date)
4. To change, enter: SET
5. Enter the new time in 24-hour format: HH:MM
6. Enter the new date: YYYY MM DD
7. Verify with TTAD again
8. Enter **** to exit LD 2

BCM50 / BCM450 - Change Time

1. Log into Element Manager
2. Navigate to Administration → System Time
3. Set the correct time and date
4. Click Apply then OK

7 BCM Red Alarm LED

A red status LED on the BCM50 or BCM450 indicates a critical alarm. The system is designed to show two green LEDs when operating properly. A red LED means something has failed and needs immediate attention.

Step 1: Clear the Alarm

1. Log into Element Manager via the OAM port (leftmost RJ45 port on the BCM50)
2. Navigate to Alarm Manager
3. Review the alarm list, sorted by date/time (most recent at top)
4. Note the Alarm ID and description
5. Select the alarm and click Clear
6. If the alarm clears and does not return, the issue may have been transient
7. If the alarm returns immediately, proceed to Step 2

Step 2: Identify the Root Cause

Match the Alarm ID to the component that generated it:

Step 3: Common BCM Failures

1. Disk drive failure. BCM50 and BCM450 systems use compact flash or hard drives that degrade over time. If the system won't boot past the alarm state, the drive may have failed. A re-image may be required.
2. DSU/DSM module failure. If telephony alarms persist, the digital station unit may need reseating or replacement. Try reseating the module first.
3. Power supply degradation. If the system frequently alarms and resets, the power supply may be failing. Check for unusual heat or noise.
4. Firmware corruption. After clearing alarms, if the system is unstable, a firmware reload via Element Manager may be necessary.

8 Lost Programming / Settings Reset

If the system has lost all programming (extensions, line assignments, voicemail, call routing), it typically means the backup battery has failed and a power outage wiped the memory. This is the most damaging failure mode for legacy Nortel systems.

Norstar CICS / MICS - Check and Restore

1. Enter programming mode: Feature **266344, password 23646 (or 123646 / 1223646 for 3/4-digit extensions)
2. Check 1. System → 1. Sys Speed Dial — if this is empty, programming was lost
3. Check 2. Terminals & Sets — if only extension 221/221 appears, programming is at factory defaults
4. If programming is lost, you must reprogram from your last backup (if you have a Norstar Programming Record) or from scratch
5. Replace the backup battery before reprogramming, or the next power loss will wipe everything again

BCM50 / BCM450 - Backup and Restore

1. Log into Element Manager
2. Navigate to Administration → Backup and Restore
3. If a previous backup exists, select it and click Restore
4. If no backup exists, you must reprogram the system manually
5. After restoring, immediately create a new backup to a USB drive or network location

Programming Access Codes Reference

9 Phone Buttons Not Working

Unresponsive buttons on Nortel phones are common as the hardware ages. The issue can be physical (stuck or worn buttons) or programming-related (buttons not assigned).

Diagnostic Steps

1. Run your hand across the keypad. If a button feels physically stuck or doesn't "click," it may be mechanically worn or jammed. Debris under the keys is common on older phones.
2. Unplug and replug the line cord. This performs a soft reset of the phone. The phone re-registers with the KSU and may clear temporary glitches.
3. Check what's programmed on the button. Press Feature *0 (Button Inquiry), then press any button. The display shows what's programmed on it. If it says "Not Assigned," the button needs programming.
4. Program a button. Press Feature *3, press the button you want to program, then enter the feature code or line number you want assigned.
5. Swap the phone. If buttons still don't work after reprogramming, the phone's keypad membrane may have failed. Swap with a known working phone to confirm.

Common Button Programming

10 Call Forwarding Issues

Call forwarding not working is a frequent support request. The most common causes are permission restrictions, incorrect programming, or users not following the correct steps.

Setting Up Call Forward (Internal)

1. Press Feature 4
2. Enter the destination extension number
3. The display confirms "Forward to: [extension]"
4. To cancel: Press Feature #4

Setting Up Call Forward (External)

To forward calls to an outside number, the phone's Class of Service must allow external forwarding. If you get "Feature Inactive" when trying to forward externally, the COS restriction is blocking it.

1. Enter programming mode: Feature **266344, password 23646
2. Navigate to 2. Terminals & Sets → [extension] → 3. Restrictions
3. Check the Filters section for restrictions on external numbers
4. Verify the Class of Service allows external forwarding
5. Exit programming and test: Feature 4, then enter the external number (including route access code, e.g., 9 + number)

Call Forward Not Working - Checklist

Norstar Feature Code Quick Reference

The most commonly used feature codes for Nortel Norstar CICS, MICS, and BCM phone systems. Keep this page bookmarked for quick access.

About Nortel Norstar & BCM Systems

Nortel (originally Northern Telecom) was one of the largest telecommunications manufacturers in the world. The Norstar line, introduced in 1988, became one of the most widely deployed business phone systems ever made, with an estimated 43 million users worldwide across the Norstar, BCM, and Meridian product lines.

Nortel filed for bankruptcy in 2009, and Avaya acquired portions of the company. Avaya ended support for the BCM product line on October 1, 2018. Despite this, hundreds of thousands of Norstar and BCM systems remain in active service today — which is exactly why troubleshooting resources like this page remain essential.

Common Nortel Phone Models

System Models