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Look no further than the APC. It is either defective or it is too small to sustain power to the system for a reasonable amount of time.

Emergency generators take some time to come up to full load. The better ones get the engine and generator full up before cutting the power through the transfer switch. In that time period which can be several seconds to several minutes, the UPS needs to be able to fully power the system until the generator takes on the load.

In the city, we have several clients that will call, from time to time, and alert us to a planned power outage. When that outage is for a prolonged period of time, beyond what the UPS can sustain, we dispatch a technician and power down the system. When the power is restored, we send the tech to power the system back up again. We have never had a client complain or not pay the bill. It's just good insurance.

The electrician has no obligation to go to every electrical device and power it down. That's the owner's responsibility. You should have been notified by the owner of the planned outage and then you could have dispatched and powered down the system. The electrician had to power down the entire building or, at least, the part that your telephone system was connected. The emergency generator transfer switch has to be between the commercial power and the load for the generator to work. That involves a planned power interruption.

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While not practical in a typical commercial setting, Central Offices will have battery strings that will support the present load while the site generator fires up and the transfer switch shifts from commercial to local power.


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In the old panel and SxS COs, the entire office was run on battery all the time. The commercial power was just used to keep the rectifier chargers going. It never made a difference if commercial power was available or not, the Bell Telephones ALWAYS worked!

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Modern C.O. facilities are still operating that way. Offices can run on batteries for a period of time. Of course that isn't a situation that any provider wants to have happen.

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This maybe be a litte unrelated. A few years ago when Starbucks opened in town. They had issue to get the utility power hooked up. They started to set up the store when running on a generator. The frequency was set incorretly instead of 60 HZ it was set for 100 HZ as a result the store had lotsa stuff that didnt like it. They had to replace a bunch of the electronic's.

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Originally Posted by phoneguywayne
The frequency was set incorretly instead of 60 HZ it was set for 100 HZ as a result the store had lotsa stuff that didnt like it. They had to replace a bunch of the electronic's.
LOL, I thought you were going to say that all the clocks were running fast - and they were clocking out in 5 hours for an 8 hour shift!

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This is why it's important to have a good generator with frequency and voltage meters to allow monitoring of the supply. There's a lot of room to go cheap, but this is not one of them. Expensive does not necessarily mean better, but in the world of generators, it usually does.

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Thanks for all the info , very good help, already informed the customer for future reference. Will update apc ups. Much appreciated.

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Not all UPSs have AVR. (automatic voltage regulation)

Cheaper ones don't kick in till the power is out and they will pass through low and high voltages.

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When they installed the generator, they had to also install a transfer switch which means they had to kill the power to the building.

I'm willing to bet they didn't turn off everything, like your phone system and it had to go to the UPS.

Like everyone else said, UPS was probably bad or on the edge of being bad. When I was taking care of Fire Alarms at a school District, I got into the habit of testing everything that was battery backed up once a year and replaced the batteries every 5 years.

I have seen way too many UPS units that have never been touched since they were installed and many were so overloaded they would never of worked correctly even if new.

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