TALKSWITCH USER GUIDE TALKSWITCH 24-CA TALKSWITCH 48-CA/CVA RELEASE 4.0 C T.T S 0 0 5 .
Copyright Information TalkSwitch Copyright 2006 — All Rights Reserved. TalkSwitch is a division of Centrepoint Technologies Inc. TalkSwitch and Appello® are registered trademarks of Centrepoint Technologies Inc. Reproduction, adaptation or translation without prior written permission is prohibited, except as allowed under the copyright laws. Information in this user guide is subject to change without notice and does not represent any commitment on the part of TalkSwitch.
TA BL E O F CON TE N TS PREFACE What’s in this guide? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Single unit installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Networked units installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VoIP installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.1 Connecting incoming telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . 16 1.8.2 Connecting local extension telephones and other devices . . . . . . . . . 16 1.8.2.1 Connecting a regular single-line telephone . . . . . . . . . . . . . . 17 1.8.2.2 Connecting a regular dual-line telephone . . . . . . . . . . . . . . . 17 1.8.2.3 Connecting regular multi-line phones . . . . . . . . . . . . . . . . . . 18 1.8.2.4 Connecting an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.3 2.4 2.5 2.6 2.2.9 Extension ring groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 2.2.10 On-Hold/Ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 2.2.10.1External audio source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 2.2.10.2Internal audio file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Voicemail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.1.2 Receiving calls without the auto attendant . . . . . . . . . . . . . . . . . . . . 118 3.2 In the Office — Making and receiving calls using an analog phone. . . . . . . . 118 3.2.1 Making calls from a local extension without direct line access. . . . . 118 3.2.2 Receiving calls at a local extension . . . . . . . . . . . . . . . . . . . . . . . . . . 119 3.2.3 Placing calls on hold at a local extension . . . . . . . . . . . . . . . . . . . . . . 120 3.2.4 Transferring calls from an extension . . . . .
3.7.4 Calls over VoIP with IP phones and Gateways . . . . . . . . . . . . . . . . . . 137 3.8 Using the voicemail system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 3.8.1 Activating voicemail boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 3.8.2 Retrieving messages and accessing a voice mailbox. . . . . . . . . . . . . 139 3.8.3 Recording an announcement on a regular or an IP phone. . . . . . . . . 141 3.8.
5.5 FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 5.6 VoIP network administration form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 CHAPTER 6: TROUBLESHOOTING AND SUPPORT 6.1 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 6.1.1 Problems that may occur during configuration. . . . . . . . . . . . . . . . . . 181 6.1.
PRE FA CE WHAT’S IN THIS GUIDE? The TalkSwitch User Guide contains all the information you need, whether you are installing a single TalkSwitch unit or multiple VoIP enabled units. It is intended to be a complete reference accompanying the TalkSwitch Start Guide that ships with every TalkSwitch unit. This preface contains important information to help you maximize your installation effort and to get the most out of the features and the flexibility of your TalkSwitch system.
If you are installing a single, non-VoIP, TalkSwitch unit, anyone with basic computer skills can use the TalkSwitch Start Guide and this user guide to perform a full installation and configuration. TalkSwitch system installations can be categorized into some general configurations, such as single unit installation, networked units installation, VoIP or non-VoIP installation, etc. This section helps you determine your best possible plan of action using this guide, according to your installation type.
FINDING THE INFORMATION YOU NEED The following user guide functionality helps you find the information you need quickly and enables you to skip the information you don’t need. This will make your experience with this user guide and your TalkSwitch system installation and configuration much more efficient. Using the table of contents and the index The table of contents at the front of this user guide contains all of the section headings and page numbers throughout the manual.
GUIDE CONVENTIONS The TalkSwitch User Guide uses the following text elements and icons as visual aids, making the manual more accessible. Text elements Italic Italicized text highlights configuration software fields located on the various software windows, as well as references to other sections of this guide or to other TalkSwitch documents. Bold Bolded text highlights configuration software menu selections located on the software top menu drop-down lists and on the left navigation section.
CHAPTER 1 Ch ap te r 1 : Ta l k Sw i tch I nstal la ti o n TA LK SW ITCH INSTALLATION 1.1 TALKSWITCH PACKAGE CONTENTS CA/CVA unit packages contain the following items: Item 24-CA 48-CA 48-CVA TalkSwitch unit 1 1 1 AC power adapter Warning: never use any power adapter other than the one provided.
1.2 CONFIGURATION SOFTWARE SYSTEM REQUIREMENTS • PC running Windows XP/2000 • 160 MB free hard disk space • 256 MB RAM • USB port or Serial port (for 24 models) • Ethernet port (for 48 models) • Minimum 800 x 600 minimum video resolution 1.3 UNIT FRONT PANEL The front panel consists of a power button and five lights indicating the usage of the lines with different states of illumination.
Line 3/Line 4 on Line 3/Line 4 is currently in use. pulsing slowly Line 3/Line 4 caller is on hold. flickering Line 3/Line 4 is ringing. quick pulse Line 3/Line 4 is engaged by a device that is sharing the line with TalkSwitch. Line 3 and Line 4 lights apply to TalkSwitch models with four incoming lines only. For more details on line light error codes, see 1.12 What the flashing lights mean on page 27. 1.
Connectors MUSIC PA LAN E1-E4 E5-E8 L1-L2 L3-L4 Purpose The music connector is a 1/8" (3.5mm) phono jack used as an audio input for the music on hold feature. Mono cables are recommended. For more information, see 1.8.3 Connecting devices to the music jack on page 21. The PA (public address) connector is a 1/8" (3.5mm) phono jack used as an audio output for the external paging feature. Mono cables are recommended. For more information, see 1.8.4 Connecting to the PA (public address) jack on page 21.
MEMORY SLOT POWER The memory card slot is a socket used with TalkSwitch memory cards. For more information, see 1.10 Installing a memory card on page 26. The power connector is a receptacle rated at 16 VAC/1.5A for connecting the supplied AC adapter input line. 1.5 INSTALLING THE CONFIGURATION SOFTWARE 1.5.1 Installing the software for the first time If your TalkSwitch is already connected with a USB cable, disconnect the unit before you install/upgrade the software.
3. After the update is downloaded, click Yes in the dialog box to install the update. See Figure 3. You can install the update later from the folder C:\Program Files\TalkSwitch\TalkSwitch Configuration 4.00. The TalkSwitch configuration software must be closed in order to install the update. Figure 4: Check for updates Alternatively, you can check the vesions you are running once the system is connected by following the three steps below.
Write down the software number. Go to the TalkSwitch website at www.talkswitch.com/support. The instructions help you select and download the appropriate upgrade. The instructions on our website take precedence over any instructions in this user guide. The TalkSwitch firmware version number of each unit is listed in the System Information window. 1. Open the TalkSwitch configuration software if not already open. Click About TalkSwitch. 2. Click View System Information.
Step 3 — Updating the firmware The last step is to update the firmware. Make sure your TalkSwitch is connected to your PC. 1. Open the configuration software. 2. File -> Update Firmware. The update time varies depending on the connection type, how many files are needed and how many units are updated. On average the process takes between 1 and 5 minutes. The LED lights on the TalkSwitch front panel show diagnostic indicators for the update. See 1.12 What the flashing lights mean on page 27.
If you connect TalkSwitch to your phone system, it will do the following: • • • • An incoming call on any line will ring all analog local extensions. A receptionist can manually transfer calls to local extensions or voicemail. Every local extension will have a voice mailbox. Analog extension 114 (E4) will still operate during a power failure.
1. Connect TalkSwitch to your hub or switch using the supplied Ethernet cable and connect your PC to the hub or switch using another standard Ethernet (CAT 5) cable with RJ45 connectors. 2. If not already turned on, press the Power button on the front of your TalkSwitch and turn on your computer. 3. Double-click the TalkSwitch icon on your desktop to open the configuration software.
3. Double-click the TalkSwitch icon on your desktop to open the configuration software. The dialog box in Figure 8 is displayed. 4. Select USB from the drop-down list and click Connect... A progress bar indicates that the configuration is being retrieved. When this process is completed, the TalkSwitch System Configuration window opens. See Figure 30 on page 29 Figure 9: USB connection 1.7.3 Serial connection Serial connectivity is an option if you do not have a free USB port.
3. Double-click the TalkSwitch icon on your desktop to open the configuration software. The dialog box below is displayed. Figure 10: Serial connection 4. From the drop-down list in the dialog box, select Serial as the connection type. 5. Select a COM port (COM1 or COM2) from the Serial ports drop-down list and click Connect... A progress bar indicates that the configuration is being retrieved. When this process is completed, the TalkSwitch System Configuration window opens. See Figure 30 on page 29. 1.7.
Figure 11: Internet connection 3. In the Address field of the Internet IP Connection Settings section, enter the public IP address or the FQDN of the TalkSwitch location and click Connect.... A progress bar indicates that the configuration is being retrieved. When this process is completed, the TalkSwitch system configuration window opens. See Figure 30 on page 29. You have the option to store several locations in the address book. Figure 12: Address book 1. Click the Address Book button.
1.7.5 File connection You can load the latest configuration file saved on a PC to make edits and save it again as a file or save it directly to TalkSwitch. 1. Double-click the TalkSwitch icon on your desktop to open the configuration software. The dialog box below displays. 2. From the drop-down list next to Connection Type, select File. Figure 13: File connection 3. Click the Browse button and select the configuration file you wish to open and click Open. Figure 14: Open TalkSwitch configuration file 4.
Restore Firmware (button) This button is available as an alternate method to update firmware if an update attempt has failed. Click the Restore Firmware button, then select which firmware file to load onto the unit. The firmware update will then begin. Follow the instructions presented at each step. Progress will be displayed as the update proceeds.
1.8.1 Connecting incoming telephone lines Advisory: In order to minimize disruption to your business, you may want to configure TalkSwitch before connecting it to your telephone lines and extension phones. 1. Choose a convenient wall jack to attach to your TalkSwitch and connect your telephone lines. 2. Connect the TalkSwitch unit to the telephone company’s line sockets using the dual-wire telephone cables provided. Take note of which telephone line is connected to each line port.
1.8.2.1 Connecting a regular single-line telephone This is the basic, simple set-up. All functionality including transferring calls, forwarding calls and voicemail, is handled by the unit. Even the most basic of phones, once connected, will inherit these functions. Figure 16: Single-line telephone Each phone is connected to a single extension. A call transferred to extension 111 will ring the phone connected on jack E1. A call transferred to extension 112 will ring the phone on jack E2 and so on.
Figure 19: Dual-line telephone on splitter TalkSwitch extensions 111 and 112 are connected to a dual-line phone using a line splitter. Calls on extension 111 show Line 1 as active. Calls on extension 112 show Line 2 as active. TalkSwitch Jacks E1 E2 E3 E4 Incoming Phone Lines Line Splitter Extensions 111 and 112 1.8.2.
1.8.2.6 Connecting fax machines If you are connecting a fax machine to a unit with two or four incoming lines, plug it into local extension E3 or E8. TalkSwitch provides you with three options to configure your fax machine. Choose the best option for your office. Option 1 — Dedicated Fax Line You may already have an incoming dedicated fax line. You can leave this line directly connected to your fax machine. Connect the remaining incoming phone lines to your unit.
Here’s how the TalkSwitch handles incoming calls: Figure 22: Distinctive ring After installing TalkSwitch, it automatically detects the distinctive ring pattern. Faxes are automatically routed to the fax machine and calls to the phones. Distinctive RIng 1 Distinctive RIng 2 Advantages: This option does not require a second physical line for faxes. More telephone lines can be added as you grow. You can keep the same fax arrangement.
If your auto attendant volume is set too high or if your telephone lines are noisy, the auto attendant may have difficulty detecting the incoming fax tone and therefore not route the call to the fax machine. You can solve this problem by adjusting the volume. For more information, see 2.6.2 Audio Controls on page 107. Options 2 and 3 require settings to be programmed into the unit using the configuration software. For more information, see 2.2.6 Fax information on page 49 and 2.4.2.
TalkSwitch unit enclosures are not designed for stacking. We recommend wall-mounting units to maximize airflow and keep the units from overheating. 1.9.1.1 Ethernet switch A switch provides direct communication between units, thus keeping the voice-over-LAN data isolated from other data on the network. 1. Connect up to four 48-CA and/or 48-CVA units to the LAN switch. 2. Connect a computer to the phone system using the LAN connection or directly to the unit through the USB or Serial port. 3.
1.9.3 Setting or changing the unit ID Units are shipped from the manufacturer with unit ID 1. If two or more units are placed on the same LAN with the same unit ID number, it causes a conflict. All the line lights on the front panel of the units are flashing. You have to assign a different unit ID to each of the units. To change the unit ID, the configuration software must be closed! 1. Pick up a telephone handset connected to one of the extension jacks on the unit and press # to enter command mode. 2.
Figure 25: Examples of three-digit identifiers Unit ID 1 Unit ID 2 Unit ID 3 Unit ID 4 Local analog 111–118 or IP extensions 121–128 131–138 141–148 Remote extensions 210-219 220-229 230-239 240-249 Local mailboxes 111-118 121-128 131-138 141-148 Remote mailboxes 210-219 220-229 230-239 240-249 General mailboxes 410-419 420-429 430-439 440-449 1.9.
Figure 26: System Information window 1.9.6 Optimizing the system for networked use TalkSwitch units have been designed to operate optimally when in a networked state. Below are a few items that have been designed for better network use. Configuration settings All units are cloned with identical settings. If a unit has disappeared off the network (adapter unplugged, LAN disconnected, LAN failure, etc.), the system can still handle the calls since it retains the configuration settings of the missing unit.
completely filled with voicemail messages, new messages will not be stored on other units. The system cannot accept anymore messages for mailboxes belonging to that unit. If you need more memory, TalkSwitch memory cards can be purchased from your reseller. To view the memory usage of each TalkSwitch unit and each mailbox, click Tools -> Memory Usage -> Voicemail or click Tools -> Voicemail Manager. 1.
1.11 UPGRADING TALKSWITCH UNITS As your business grows, your TalkSwitch unit(s) may need upgrading. You have the option of upgrading your 24-CA unit to a 48-CA unit and your 48-CA unit to a VoIP model (48-CVA). Figure 29: Top board and VoIP module upgrades for 24-CA to 48-CA For customers upgrading the 24-CA unit to a 48-CA unit, we provide an upgrade kit.
Line 1, 2, 3 and 4 lights flashing simultaneously: The firmware needs to be updated or reloaded. Ensure that you update with the last version, do not use the version on the installation CD. There might be a newer version. Open the TalkSwitch configuration software. File -> Update Firmware... Line 1 and 4, then Line 2 and 3, lights flashing alternatively: The system prompts are not loaded or corrupted. Reload the firmware. Open the TalkSwitch configuration software. File -> Update Firmware...
CHAPTER 2 CH A P TE R 2 : TA L K SW I TCH CO N F I G U R A TI O N TA LKSW ITCH CO NFIGURATION 2.1 SYSTEM CONFIGURATION This chapter contains detailed information about all the features in the TalkSwitch configuration software with step-by-step instructions on how to customize these features to best suit your needs. 2.1.
The numbers in Figure 30 are explained below. 1. Menu items. 2. Configuration navigation controlling the display in the configuration window. 3. Configuration window displaying configuration information. 4. View System Information is a link to the MAC address, IP address, hardware and firmware version of the unit. Context-sensitive help information is available for each option in the configuration software.
2.1.1.3 Tools Menu Memory Usage Voicemail: Displays a dialog box showing internal memory usage for voicemail messages. Auto Attendant: Displays a dialog box showing internal memory usage for auto attendant messages. Voicemail Manager Displays a dialog box with options to check the voice mailbox data, delete a mailbox password and reset mailboxes to factory default. Terminal Window Displays a command line interface. This option is useful for troubleshooting in conjunction with technical support.
2.1.1.5 Configuration navigation The configuration navigation organizes all the configuration topics within folders. The following is a brief description of each folder seen in the navigation section to the left of the window. See Figure 2.1.2 on page 33. 1. Open the TalkSwitch configuration software. 2. Click the sign beside each folder to expand it and display configuation option sub-categories.
Figure 31: Configuration navigation 2.1.2 Special considerations when connecting multiple units to a LAN Multiple units on a LAN will function as a single phone system. Some features are expanded as you add units (e.g. number of voice mailboxes), others are global in nature and are not expanded when you add more units (e.g. park orbits). To determine the number of local extensions and mailboxes your TalkSwitch system supports, add the extension jacks (E1–E8) on all the units.
Example: If you have two 48-CA units connected on the same LAN, the system can support 8 PSTN lines, 16 local extensions and 20 remote extensions.Each unit is identified with a tab at the top of the configuration window, System Information -> Telephone Lines to allow you to select the unit in the group. Figure 32: Unit tabs The features described below are not affected by the number of units on the LAN. Feature Auto Attendant (See 2.4.
Public Address (PA) Each unit has a PA output for connection to a public address system. The PA output for a TalkSwitch unit is only accessible from extensions connected to that unit. To connect all outputs to a single amplifier, you will require an adapter. 2.2 SYSTEM INFORMATION Some of the configuration screens that follow may vary depending on whether the unit is networked or not. In most cases, the 48-CA/CVA screen is shown unless the caption indicates a 24-CA screen.
3. Enter a system password in the System Password field. It has to be a 4- to 8-character numeric password, so that you can also enter it on a touchtone phone. Figure 34: Username and password for a VoIP enabled unit Caution: If you leave the password field blank and you are connected to the Internet using TCP port 9393 mapped to the unit, the system will be vulnerable to configuration changes by anyone on the Internet! To enter a new password: 1. Click in the System Password field. 2.
Figure 35: Password dialog box . 3. After entering, changing or deleting a password, click File -> Save settings to TalkSwitch or click the middle icon in the tool bar to save the settings. Figure 36: Save settings New settings must be saved to the TalkSwitch phone system to take effect. A progress bar will show the data exchange to the TalkSwitch unit. It takes only a few seconds to complete. 2.2.2 IP Configuration TalkSwitch 48-CVA requires an IP address to function properly.
Figure 37: Automatic IP configuration Additional VoIP configuration information is contained throughout this guide. For more information, see 5.4 VoIP Configuration on page 162. 2. To configure the IP information manually, select Use the following IP and DNS information. Figure 38: Manual IP configuration If you do not have a DHCP server, the following fields need to be completed if you plan on using the VoIP capabilities of TalkSwitch 48-CVA.
Unit IP Address: Assign an available static IP address to each unit (1-4). If you use a DHCP server, you have to reserve an IP address for each unit. To reserve an IP address, you need the MAC address of each unit. To view the unit MAC address, click the View System Information link on the About TalkSwitch configuration page. For more information, see 2.1.1 The configuration screen on page 29. Subnet Mask: Enter the subnet mask for the LAN.
Public WAN IP address-checker server name: For the public IP address type dynamic, this entry shows the current server name for the IP checker utility. If the public IP address type is static, no information is required. The default location is checkip.talkswitch.com. An IP checker application is running on the server that responds to requests from units for the public IP address at its location.
Figure 40: Telephone lines In the Phone numbers section Enter the main telephone number for the line connected to TalkSwitch. Enable the Distinctive Ring 1 and/or Distinctive Ring 2 if you have this service on the current line and wish to have incoming calls handled differently on the basis of the distinctive ring. If you want distinctive ring numbers handled the same way as your Main number, do not place a checkmark in the box.
this service as an option for bridging calls to external numbers when you call into a unit from outside. If you are having difficulties with line volume levels when you forward calls to remote extensions or when you are using call bridge, forward calls using 3-way calling. Transfer and Clear (Centrex/Plexar transfer) TalkSwitch can clear the line after forwarding a call to a remote extension, if your telephone line supports this feature.
and by call bridge. Each hunt group can support several line choices and attempt to use an available line in the order that they are listed for that hunt group. These settings have no effect on incoming calls. Default setup: Hunt Group 9: selects any available telephone line. Hunt Group 81: selects telephone Line 1. Hunt Group 82: selects telephone Line 2. Hunt Group 83: selects telephone Line 3 (only four-line models). Hunt Group 84: selects telephone Line 4 (only four-line models).
Figure 42: Hunt lines on same unit first 2.2.5 Automatic Route Selection and Toll Restriction What is Automatic Route Selection (ARS)? ARS allows you to automatically direct outgoing calls to selected lines. With ARS, you can ensure that your outgoing long-distance calls use the line with the lowest-cost long-distance plan or that your inter-branch calls always use your VoIP trunks. What is Toll Restriction? Toll restriction blocks calls to specific destinations.
• • Identify which telephone lines and VoIP trunks are connected to different networks and services. Identify which extension’s calls you wish to route or block. Ensure that the line hunt groups are configured before using ARS. For more information, see 2.2.4 Line hunt groups on page 42. Entering leading digits and assigning actions What are leading digits? • Leading digits are the first digit or first several digits of an international access code, country code, area code or phone number.
1. Enter the leading digits you wish to route or block in the Leading Digits field. 2. Select the desired Action (route to a specified line hunt group or block calls) from the corresponding drop-down list. The entries that you specify for ARS match the dialed digits with the longest leading digits entry. If the numbers dialed match the digits that you specified, the call is routed to a line hunt group or blocked according to the Action you selected.
• • • If you dial 9 followed by 1, a 3-digit area code and a 7-digit number, you access a line for long-distance calls in North America, as defined in line hunt group 82. If you dial 9 followed by 01, the call is blocked. At the extension, you hear a prompt stating “You are not permitted to dial this number” and then a normal dial tone. If you dial 9 followed by 01161, an area code and a phone number, you access a line for calls to Australia, as defined in line hunt group 83.
Figure 46: Outgoing call options Emergency Service Numbers section The 911 emergency access number is always allowed through ARS, even if the line is blocked. Password Protection We recommend that the administrator password protection be enabled when you use automatic route selection and toll restriction. Enable the password protection in the TalkSwitch configuration software under System Information -> Administration. Enter a 4- to 8-digit numeric password.
Automatic Route Selection Examples Blocking international calls, with exceptions Leading Digits Action Objective 01 1 1212 Block Calls Block Calls Hunt Group 1 10 Block Calls International calls are restricted. Calls in North America are restricted. Allow calls to New York area code 212 using Line Hunt Group 1. Using alternative long distance provider.
Disadvantages: You only have one line and can only handle one call at a time. The phone company may charge a fee for a distinctive ring. Automatic fax detection with the auto attendant An auto attendant can detect incoming fax calls and route them accordingly. For more information, see 2.2.6.3 Automatic fax detection on page 53. Advantages: Calls are automatically handled for you, no distinctive ring service and no listening to ring patterns are required.
5. Save settings to TalkSwitch. Example: If your fax machine is connected to E8 on the rear of unit 1, select extension number 118 for units with 8 extension jacks or 113 for units with 4 extension jacks. If your fax machine is connected to E8 on a unit with Unit ID 2, the fax extension number is 128. Figure 48: Fax information If you do not see your fax number in the list, make sure you have activated the line in the TalkSwitch configuration software under System Information -> Telephone Lines.
By default, when a dedicated line and a fax extension have been selected for the first time, the software automatically configures the incoming call handling properties for that line to ring only the fax extension that you have specified. 2.2.6.2 Distinctive ring fax detection A single telephone line can have two assigned numbers with a different ring pattern for each number. Based on the ring pattern, you pick up the phone or let the fax answer the call.
4. In the Phone numbers section beside Main number, enter the telephone number that people dial to call your office. Figure 52: Telephone lines 5. Click the checkbox beside Distinctive Ring 1: 6. Enter the distinctive ring number in the text field. This is the number people will call to get your fax machine. 7. Click Fax Information. 8. In the Dedicated fax line section, select the fax number from the drop-down list next to Fax number: 9.
4. In the drop-down menu next to If a fax call is detected:, select go to local extension and select 118 (113 for units with 4 extension jacks). Figure 53: Fax routing 5. Save settings to the unit. Set up at least one auto attendant to answer all incoming calls, play a recorded message, allow callers to dial their party’s extension or dial 0 for a receptionist. For more information, see 2.4.2.1 Adding/configuring an auto attendant on page 80. 2.2.
Configuring a local extension for use with a IP phone 1. Open the configuration software. 2. Select System Information -> Local Extensions. 3. Change the radio button from Regular Extension to IP Extension. 4. The default Username and Password are and . Change either as required. Figure 55: IP extension Please refer to the configuration guide for your IP phone in the TalkSwitch documentation folder. If you are using a third-party IP phone, refer to the user guide for that phone.
If a name was not recorded before you set up the associated voice mailbox, pick up the handset, press * * + and press 4. For VoIP calls, use: [this number] Select the number you want to display at the remote location when VoIP calls are placed from this extension. If Default VoIP number is selected, the phone number associated with the outgoing VoIP port is used. This selection makes the most sense if your VoIP numbers have been configured to handle all inbound calls the same way.
When Polycom or Grandstream is selected, the username and password are fixed and not editable. Other phones may work with the system, but not all the features may be supported. We strongly recommend that you only use the IP phones supported by TalkSwitch. Figure 57: Phone types Direct Line Access... (button) This feature allows users to access an outbound line without dialing extra digits.
Hunt Group Access... (button) You can permit or restrict specific hunt group access to the extension. Click the checkbox next to the Line hunt groups that you want to allow for this extension. 2.2.8 Remote extensions A remote extension allows you to connect an external telephone number. This could be a cell phone or a number to your office. You can have it operate similar to a local extension in your office. Any external telephone number can be configured as a remote extension (i.e.
8. If you have a 3-Way Calling or Transfer and Clear service from the phone company, click the checkbox next to Use Same Line Connect. 9. Save settings to the unit. Figure 58: Remote extensions Once your remote extensions are configured, calls can be forwarded by the auto attendant or transferred by someone in your office. There are 10 remote extensions available per TalkSwitch unit.
options in Call Handling -> Remote Extensions in the drop-down list under the Answered tab. Remote extensions do not have the ability to transfer calls manually when using Same Line Connect. When using Same Line Connect, callers hear silence while they are on hold. The callers are on hold at the telephone company and not at TalkSwitch. If you want callers to hear music while they are on hold for calls forwarded to remote extensions, don’t use Same Line Connect.
Figure 59: Remote extensions 2.2.9 Extension ring groups An extension ring group is a group of local extensions that ring in unison. TalkSwitch supports 10 ring groups with numbers 300 to 309. They are accessible from local extensions and through the auto attendant. By default, extension 300 is configured to ring all extensions. A phone system with 4 units can support a combination of 32 analog and IP extensions with a maximum of 20 IP extensions.
6. In the Set Ring Group window, choose the local extensions you want to ring in unison. 7. Select a Ring pattern: from the drop-down list to identify the incoming call before you pick up the phone. 8. Save settings to TalkSwitch. Figure 60: Ring groups Different uses for extension ring groups You can send calls to specific groups of employees.
Forwarding calls to a ring group • Manually from a local extension: Analog phone: Press Flash and the ring group number IP phone: Press Xfer or Transfer and enter the ring group number, then press Dial or # . • From an auto attendant: Auto attendants can be configured to send calls to ring groups just as they do to extensions. The auto attendant might say: “To reach the sales department, press 1, to reach Mrs. A‘s office, press 2, or press 0 to reach a receptionist.
Figure 61: Music port If you have more than one unit connected to the LAN and you are using an external music source, you need to connect the source to all units. Use a 1/8" audio splitter, available at most electronics stores. If you are using a .wav file loaded on the unit, the music file is copied to all units on the LAN. You can use separate audio sources for each unit. 2. Once the audio source(s) is (are) connected to TalkSwitch, turn it (them) on. 3.
On-Hold Settings There are three options when callers are placed on hold: 1. Play ‘double beep’ tones to callers when they are on hold. This is the default setting. No additional configuration is required. 2. Play music whose source is connected to the MUSIC jack, if you have a music source connected to the music jack. 3. Play music from file loaded on TalkSwitch, if you have a sound file loaded. You can convert MP3 and other file formats using a utility like Audio Converter or Ripper.
Figure 63: Music file format 5. If you clicked Yes, the Load Audio File window displays. Browse to the location of the desired digital audio file, select the file and click on Open. 6. In Transfer Settings, seen in Figure 64 on page 66, select Music if you want the caller to hear music instead of a ringback tone. 7. Save settings to the unit. Set the volume for Music on Hold TalkSwitch offers the ability to adjust the volume of music on hold playback.
2.3 VOICEMAIL This section deals with the internal voicemail system included in TalkSwitch. TalkSwitch provides three types of voicemail: • • • Local The mailbox is associated with a local extension. By default, each local extension has its own voice mailbox. Remote The mailbox is associated with a remote extension, such as a mobile phone. These mailboxes must be assigned by the user at the extenion. General The general system mailboxes are for general use or group voicemail.
Figure 65: Mailbox and mode configuration Load Greeting (button) If you require additional memory for voicemail and auto attendants, memory cards can be purchased from www.talkswitch.com or from your local reseller. For details on how to use voicemail, see 3.8 Using the voicemail system on page 138. You can load a pre-recorded voicemail greeting from your PC to TalkSwitch. The file must be an 8KHz, 8-bit, mono, µ-law .wav file. 2.3.2 Voicemail notification 2.3.2.
2. Enter the remote phone number as it would normally be dialed from where the unit is located. Example: If your remote phone number is 905-555-1111 and you dial 905-555-1111 to call your phone locally, you would enter 905-555-1111 as the remote phone number. Figure 66: Dialed Notification Notification Settings (button) Click on the Notification Settings button and choose one of the two options to handle notification calls. Figure 67: Notification settings 1.
This option is useful for cell phones where the cell phone company plays a “subscriber not available” message instead of a busy tone. Once the cell phone is answered, TalkSwitch prompts you to respond to the incoming voicemail with * or # . 1. Click the checkbox next to Pager if you want to be notified by pager when new messages arrive. 2. Enter the pager number as you would normally dial it from your TalkSwitch location. 3. Enter the numeric message to be displayed on the pager.
2.3.2.2 Message waiting light You can set a message waiting light to indicate when a message has been received by an extension. Select the local extensions in your system where you want the light to flash when a message arrives. You can configure this feature for each mailbox. 1. Click on the Message Waiting Light tab. 2. Click Edit to select the extensions to notify when new messages arrive in a mailbox. The Voicemail Extension Indicators window opens.
Example 1: 1 unit: 8 local extensions (can be a combination of analog and IP), 10 remote extensions and 10 general mailboxes with 4 e-mail notification addresses each (28 x 4 e-mails = 112). Example 2: 4 units on a LAN: 32 local extensions, 40 remote extensions and 10 general mailboxes. How many unique e-mail addresses can be assigned to each mailbox? TalkSwitch has a limit of 250 e-mail addresses. This provides an average of 3 unique e-mail addresses per mailbox: 250/82 mailboxes = 3 e-mails/mailbox.
To add an e-mail address: 1. Click Add. 2. Enter the name of the recipient of the e-mail notification. 3. Enter the e-mail address of the recipient of the e-mail notification. 4. Click one of the radio buttons next to Attachment. a) Yes — The entire voicemail message gets attached to the e-mail as a sound file in .wav format. b) No — The e-mail includes notification information, but there is no file attached. 5. Click OK.
Make sure you configure the E-mail Server Settings under Voicemail -> Global Settings. For more information, see 2.3.3 Global Settings. 2.3.3 Global Settings Figure 73: Global Settings These settings allow you to fine-tune your voicemail system. Any changes made to Global Settings affect all system voice mailboxes. 1. Select Voicemail -> Global Settings.
2. Enter the name of your Outgoing e-mail server (SMTP). Example: mail.mymailserver.com 3. Enter an e-mail address in the From E-mail address field. When e-mail notifications arrive from the system, this e-mail address will show up in the From field. 4. Enter an e-mail address in the Reply E-mail address field if you want responses to be handled by someone like an administrator. Example: administrator@companyABC.com.
Global Message Waiting Indicator Click the checkbox next to Global Message Waiting Indicator if you would like the Power/Data light on the TalkSwitch unit to flash when you have voicemail in any TalkSwitch voice mailbox. Mailbox Settings section Next to When listening to voicemail messages always start with, select newest message (default) or oldest message to play first.
Figure 78: Mailbox data Reset Mailboxes (button) All greetings, messages and settings for the selected mailbox(es) can be reset. Figure 79: Reset Mailboxes If you need to delete a password for a particular voice mailbox (i.e. a user has forgotten the password): 1. Tools -> Voicemail Manager (main menu). 2. Click the Delete Password... button 3. Select the mailbox from the Delete password for mailbox: drop-down list.
Figure 80: Delete the password of a voice mailbox 4. Click OK. 2.4 CALL HANDLING 2.4.1 Modes You may want the unit to handle calls differently depending on the time of the day, the day of the week or on holidays. These configurations are called Modes. You can configure all aspects of call handling (i.e. call cascade and auto attendants) differently for each mode. Define when you would like the unit to switch modes and name the modes to suit your environment. 1. Select Call Handling -> Modes. 2.
Figure 81: Modes To set holiday mode: 3. Click the checkbox next to Enable Holiday Mode. 4. Click Settings. a) Select the country in the drop-down list next to Populate calendar with holidays observed in. See Figure 82 on page 79. a) Select any date in the calendar. a) Click Add >>. a) Repeat b) and c) until all required holidays are listed. a) Select the mode to Use for Call Cascade settings and click OK.
You can choose how incoming calls to any TalkSwitch extension are routed during Holiday Mode. Use the menu to select whether a call on a holiday will follow an extension‘s Mode 1 or Mode 2 call cascade (routing) settings. For example, if Mode 2 is used when the office is closed, you could choose to use Mode 2 call cascade for all extensions during holidays. 2.4.2 Auto attendant TalkSwitch handles inbound calls with an auto attendant.
Extension 114 should be used as the receptionist because it is the extension that works during a power failure. Figure 83: Configuring auto attendant 5. Callers who don‘t have a touchtone phone can be routed to the receptionist at extension 114. 6. Set the time from the drop-down list After the auto Attendant has finished playing and no selection has been made within (0–30 sec.). 7. Select go to local ext. and select 114 from the drop-down lists. You can record the other 8 auto attendants.
2.4.2.2 Record, play or erase auto attendant messages You can record an auto attendant from any local extension or remote phone using touchtone commands. 1. Pick up a local extension or dial into TalkSwitch from an external source. At the auto attendant: 2. Press # to enter command mode. 3. Enter the administrator password if required. 4. Begin entering the touchtone commands listed below and follow the TalkSwitch instructions. 5.
Load Auto Attendant (button) Click this button to display a dialog box with instructions on how to load an auto attendant using a pre-recorded .wav file. If you want to have auto attendants professionally recorded, make sure to specify that the files have to be 8KHz, 8bit, mono, and saved as a µ-law format .wav file. Figure 85: Audio file format Failure to record an auto attendant will cause your office phone to answer with no message.
Figure 87: View auto attendant time usage View Auto Attendant Time Usage To view the amount of time used by all auto attendants, go to the main menu: Tools -> Memory Usage -> Auto Attendant. You may have unused auto attendant messages. If you delete them, you can free up memory. 2.4.2.3 Select routing options for each auto attendant The caller can select the single-digit options 0, 1, 2, 3, 4 or 5. If the caller selects 0 then: The 0 option is used to direct callers to a receptionist.
go to ring group You can provide a single-digit option to ring an extension ring group. go to auto attendant TalkSwitch can direct callers to multiple levels of auto attendants. For example, you might want to use your main auto attendant to provide language options like “press 1 for English, 2 for Spanish.” In this example, you configure option 1 to go to auto attendant 2 (English version) and option 2 to go to auto attendant 3 (Spanish version).
If you do not want to use fax detection, have the unit perform no action. If you want automatic fax detection, configure your incoming fax line to route faxes to extension 118. The default configuration assumes that your fax machine is attached to extension 118 (113 for units with four extension jacks). 2.4.2.
2.4.3 Telephone Lines This section describes how TalkSwitch handles incoming calls based on the incoming line and distinctive ring numbers. Configure incoming calls during mode 1, 2 and holiday mode Each incoming telephone line has to be set to answer incoming calls using one of the auto attendants. In this example, we will use Auto Attendant 1 and Mode 1 to answer all lines. If you are not using Mode 2 or Holiday Mode, you don‘t need to configure the settings for those modes.
The other configuration options are described below. Ring Extensions only (no auto attendant is played) If you don‘t want the auto attendant to answer calls on this line, select this option. All the local extensions are set to ring immediately during an inbound call by default. No call cascade actions (i.e. voicemail) can be performed if you select this option. Select the local extensions you would like to ring. If you require certain extensions to ring in a sequence (i.e.
2.4.4 VoIP Numbers This section deals with how VoIP-enabled units handle incoming VoIP calls. For information on VoIP-enabled numbers, please refer to Chapter 5: VoIP Information on page 155. 1. Select a VoIP number to configure. 2. Select the mode for which you want TalkSwitch to use these settings. If you entered the phone number in System Information -> VoIP Numbers, the number will display on the corresponding button.
2.4.5 Call Cascade 2.4.5.1 Local extensions The call cascade feature lets you control routing options for each call to local, remote or ring group extensions. This section shows how to configure the incoming call cascade options for the local extensions. The call cascade routing options are engaged if the extension is selected by the caller, or if a call is manually transferred to the extension. Once a call enters an extension‘s call cascade sequence, the extension directs the call.
Figure 90: Local extension call cascade If a call is transferred manually to a local extension that is busy, TalkSwitch follows the call cascade options for that extension. There are four different call cascade situations for local extensions. 1. 2. 3. 4. Busy No Answer Answered Do Not Disturb For each of these situations, three cascade destinations are available to control how you want to handle the incoming call to the extension. 1.
For more information on these features, see Using TalkSwitch on page 117. 2. No Answer tab Select the number of rings and select one of the actions. The action dropdown list is the same as for the Busy tab except that play busy tone is replaced by keep ringing and there is no invoke Call Waiting and queue call. 3. Answered tab Select play caller‘s name first to prompt callers to record their name at the auto attendant. When you answer the call at the extension, the caller’s name is announced.
2.4.5.2 Remote extensions Remote extension call cascade works principally the same way as the local extension call cascade. Please refer to 2.4.5.1 Local extensions on page 90. In step 1, select Call Handling -> Remote Extensions. Figure 91: Remote extension call cascade For remote extensions, there are three different call cascade options. For each of these options, you can control how you want to handle the incoming call to the extension.
Select the number of rings and select one of the actions. For remote extensions it is very important to allow enough time for the telephone network to connect to the phone. For example, a call to a cell phone or PDA may take 12 seconds (i.e. 2 rings) just to connect. The action drop-down list is the same as for the Busy tab except that the option play busy tone is replaced by keep ringing and there is no queue at ring group option. 3.
2.4.5.3 Extension ring groups call cascade Extension ring groups — call cascade is similar to local and remote call cascade. For more information, see 2.4.5.1 Local extensions on page 90 and 2.4.5.2 Remote extensions on page 93. The call cascade routing options are engaged if the ring group is selected from the auto attendant or if a call was transferred manually to the ring group. Once a call enters a ring group‘s call cascade sequence, the ring group directs the call.
• • • • • go to auto attendant queue at ring group play busy tone (example, if a fax machine is at the extension) hang up go to VoIP location For more information on these features, see Using TalkSwitch on page 117. 2. No Answer tab — routing options if this extension is not answered after a specified number of rings Select the number of rings and select one of the actions. The action drop down list is the same as for the Busy tab except that the option play busy tone is replaced by keep ringing. 3.
2.4.5.
If I don’t want to be disturbed (only local extensions) Figure 96: Example 4 — Do not disturb 2.5 CALL BACK/CALL BRIDGE Call Back and Call Bridge work together as your personal long-distance operator. Whether you are across town or around the world, you can place calls from your office telephone or VoIP number(s) and access your long-distance savings plan. You can make a direct call to TalkSwitch, activate call bridge and dial the telephone number you want.
2. Let the line ring at least once, but no more than three times and hang up. Make sure there is no auto attendant configured to answer after less than 3 rings on this line. 3. Within less than 10 seconds, TalkSwitch will dial your auto call back number. When you pick up, your recorded message will play. Figure 98: TalkSwitch calling back Any phone TalkSwitch TalkSwitch calls you back in your office anywhere 4. Accept the call by pressing # . Enter your password.
3. Click the checkbox next to Activate Auto Call Back 1. In the field Number to call back:, enter the call back number exactly as you would normally dial the number. Do not enter a line hunt group in the dialing string. 4. Click the checkbox next to Use dialing prefix:, if you have to dial the same prefix every time you use auto call back (i.e. long-distance calling card number). Enter the dialing prefix including any required pauses or feature keys like * or # . Use a comma to insert a 2-second pause.
If you need to configure and/or record an announced message from a remote location and do not have the auto attendant set up to answer this call back line, you can call your call back number and let it ring 15 times. A generic auto attendant will answer. You can then configure call back by pressing 6. 6. In the field next to Number used to trigger Auto Call Back:, enter the home/office number that you will call to trigger the auto call back.
2.5.2 Prompted call back Prompted call back works much the same way as auto call back, except that you can change the call back number remotely. The call back number is stored in TalkSwitch until you change it. This means that you can change your call back telephone number and message each time you activate call back. If you are travelling to a location where you do not yet know the phone number, you can use prompted call back to save on your long-distance charges. For details on using call back, see 3.11.
When you access prompted call back from out of the office, you may change this number before initiating the call back. The benefit of prompted call back is that you do not need to set the number before you leave the office. Accessing and using prompted call back from a telephone 1. Dial your office telephone number. 2. At the auto attendant, dial 6 to access the call back settings. 3. Follow the prompts. a) Enter the telephone number where you would like TalkSwitch to call you.
Figure 102: Activating call bridge How to use call bridge: 1. Call into the system from any out-of-office telephone. 2. At the auto attendant message, dial a hunt group you are authorized to use (9 is default). 3. Enter the password and press # to access a TalkSwitch telephone line. Each TalkSwitch unit has four password activated call bridge accounts. 4. At this point, you can dial a number the same way as from the office.
2.6 OPTIONS 2.6.1 Permissions You can grant permissions to selected extensions to access outside lines. To add permissions for users: 1. Select Options -> Permissions. 2. Click in the checkboxes next to the extensions that are permitted access. 3. Click Add User... See Figure 105 on page 106 and Figure 106 on page 106.
Figure 105: Add user 4. Select a user fron the list or enter the name of the user in the Name: field. 5. Assign a unique 4- to 8-digit access code in the Access Code: field. To remove a user from the permissions list: 1. Select the user and click Remove. To modfy a user’s name or access code: 1. Select the user and click Modify. Figure 106: Modify user access 2. Modify the Name: and/or Access Code: fields as needed. 3. Click OK.
2.6.2 Audio Controls This section deals with the adjustment of volume and system gain controls. All the controls on this page update the unit in real time. This allows you to adjust levels during a conversation without having to first save the configuration to the unit. Figure 107: Adjusting audio controls Line Controls If you need to adjust the volume of conversations through the system, you can adjust each line individually.
2.6.3 Transfer Options This section describes the TalkSwitch actions when calls are transferred manually. Figure 108: Transfer options Transferring a caller to a local or remote extension or a ring group You can specify how transferred calls are handled if their target is a local extension, remote extension or ring group.
Example: You receive a call on a phone in your home that is not a TalkSwitch extension and you want to transfer the caller to remote extension 215. You dial * * , wait for the double beep, dial 215 and hang up. TalkSwitch now handles the call. Transfer and clear TalkSwitch has the ability to clear lines after a call has been transferred. Ensure you have this service/feature activated on your line(s). Check under System Information -> Telephone Lines.
2.6.4 Miscellaneous All of the following options affect TalkSwitch as a system. Adjust them according to your needs. Figure 109: Miscellaneous Caller in queue reminder When a caller is in queue at an extension that is already in use, a reminder tone plays at the extension to let them know they have a caller in their queue. You can turn this function off by clicking the Off radio button.
Setting up TalkSwitch behind an existing PBX 1. Connect the PBX extension to one of the TalkSwitch line jacks. You may do this with all your TalkSwitch lines (1 PBX extension per line) depending upon how many auto attendant ports you would like on the PBX. 2. Configure incoming calls on your PBX to ring the extensions you have allocated to the TalkSwitch lines. 3. Configure the TalkSwitch auto attendants to answer after a specified number of rings. 4. Record your auto attendants.
Other options include: • Voicemail Screening (used in a home environment) • Demo with a router (used for demonstrating the product) • Static VoIP Demo (used strictly for demonstrating two TalkSwitch CVA units connected to a hub or a switch and acting as two separate locations. Auto Attendant Transfer Prompts TalkSwitch can disable playing of transfer prompts to callers when redirecting calls from the auto attendant.
Transmitted Flash length: This option controls the transmitted flash length from TalkSwitch to the telephone company lines. TalkSwitch emits a Flash when forwarding or bridging calls using the 3-Way Calling/Conference or Centrex transfer service or when transferring calls through an existing PBX system. The value can be adjusted from 250 ms to 1 second. The default setting is 400 ms.
1. With the current setting, callers can dial any local extension or remote extension or ring group, as long as the second digit is pressed within 1.5 seconds of pressing the first digit. Callers can press 1, 2, 3, 4 or 5. When TalkSwitch detects no second digit after 1.5 seconds, it follows the programmed option for that auto attendant. 2. If you don’t want to use options 1, 2, and 3 for any of the auto attendants, you can set the option to 4 seconds.
Figure 111: Troubleshooting advanced Line CPC/Disconnect Clear If calls are accidentally disconnected in mid conversation, it usually indicates a problem with the telephone line. TalkSwitch is always looking for a hang-up signal, called a CPC or Disconnect Clear signal, from the phone company. If the line has power fluctuations or if the line card at the central office is defective, CPC signals in the 250 ms range might come down the line and cause TalkSwitch to hang up.
VoIP Ports IP Signalling Port: The default IP signalling port is 5060. If you need to choose another port, enter a value between 1024 and 16556. Starting RTP Port: The starting RTP port for TalkSwitch is 6000. From this starting point, TalkSwitch needs 4 ports for each TalkSwitch unit. RTP ports are evenly numbered from the start port. 6000, 6002, 6004 and 6006 are needed for the first TalkSwitch unit on a LAN and 6030, 6032, 6034 and 6036 are used for the fourth unit.
CHAPTER 3 CH A P TE R 3 : U S I N G TA L K S W I TCH USI NG TA L K SW ITCH 3.1 IN THE OFFICE — RECEIVING CALLS WITH OR WITHOUT THE AUTO ATTENDANT 3.1.1 Receiving calls using the auto attendant If you don’t have a receptionist, the auto attendant helps you handle all your inbound calls. Once an auto attendant has been configured and recorded, it will follow the instructions given in the configuration. For details on adding and configuring auto attendants, see 2.4.
All these features can be password-protected to avoid unauthorized access. TalkSwitch also provides the option of ringing specific extensions or ring groups prior to the engagement of an auto attendant. For details about configuring auto attendants, see 2.4.2 Auto attendant on page 80. 3.1.2 Receiving calls without the auto attendant If you do not use the auto attendant to answer calls, please note that the call cascade options for the local extensions are not engaged.
Exceptions: For a remote extension intercom call, the phone rings as usual. If a ring group has a different ring pattern, intercom calls follow the cascade settings of the extension dialed. You can enable this feature in the configuration software under Options -> Miscellaneous. You can perform intercom paging and activate the speakerphone at other local extensions that have TS-80, TS-200, TS-400 or TS-600 phones.
You can intercept a call that is ringing at any other local extension. 1. Pick up your handset. 2. At the TalkSwitch internal dial tone, dial your local extension. * 9. This routes the call to You can answer a call ringing at a specific extension. 1. If you know the extension that is ringing, dial * 7 and the extension number (i.e. * 7112 to pick up a call ringing at extension 112). 2.
Answer setting, or if the extension is busy, one of the following will happen: Default: The transferred call is handled according to the destination extension’s No Answer or Busy settings. Option: The call is transferred back to the transferring extension. The option can be altered under Options -> Transfer Options in the configuration software. 3.2.4.2 Screened transfer You can initiate a screened transfer from a local extension to another local extension, remote extension or extension ring group. 1.
4. Press Flash 4 to complete the transfer. Do not hang up to complete the transfer because this disconnects the call. Screened Transfer Instead of completing the transfer once you have dialed the outside number, wait until the call is answered and ask the recipient at the extension if he or she wishes to take the call. If the recipient accepts the call, press Flash 4 to complete the transfer, if not, press Flash 5 to return to the caller.
3.2.6.3 Using call park with the paging option If the external paging option is enabled on TalkSwitch, you may choose to announce a parked call over the PA system by pressing * 0. (e.g. “Mary, please pick up 501.”). This tells Mary that she can retrieve the parked call from any extension by pressing * * 501 at the dial tone. If Direct Line Access is enabled at your extension, press Flash before retrieving the parked call.
“The extension you have reached is currently busy. If you wish to continue holding, please remain on the line. To leave a voicemail message, press one.” If the call was transferred from another extension and the extension has no voice mailbox and there is no auto attendant on this line with a main menu to return to: “The extension you have reached is currently busy. If you wish to continue holding, please remain on the line.
When the dialed local extension is busy, the caller hears ringing or music depending on the settings. If the phone supports call waiting caller ID (type II signaling), you hear a beep followed by a short blip. Depending on your phone, you may hear something similar to a modem noise. This is normal. During this notification, the caller ID information is displayed on the phone. The caller does not hear the beep. The phone mutes the other side.
2. Place the outside caller on hold and dial the number of the other outside party. Dial 9 or another hunt group before dialing the second phone number unless you have Direct Line Access enabled. 3. When the call is answered, press Flash 6 to establish the 3-way call. The second method uses the telephone company’s 3-way calling/conference service. 1. Establish a call with an outside party. 2. Press Flash 80 to place the outside caller on hold and dial the number of the other outside party. 3.
Place out-of-office calls from a local extension 1. Dial 9 or 81–88 to choose a hunt group and dial the phone number. 2. Depending on your IP phone, press Dial, Send or # . You can set restrictions to specific hunt groups or block certain types of outbound calls. Your extension can also be configured to access a specific line directly. If Direct Line Access is enabled for a local IP extension, you need to press * * before dialing any extensions or voice mailbox. 3.3.
5. To connect to the second caller, press Dial, Send or your phone. # depending on 6. Once you are finished with the second call or would like to return to the first caller, press Cancel (softkey). 3.3.3 Hold and transfer 3.3.3.1 Hold 1. Press Hold. 2. Press the flashing line key that corresponds to the caller on hold to take the caller off hold. If you have multiple callers on hold or in queue at your extension, you can retrieve them on a first in/first out basis. 3.
1. Press Transfer or xfer to put the caller on hold. 2. Dial the appropriate extension number. a) If the person at the receiving extension wishes to take the call, press Transfer or xfer to complete the transfer. Some IP phones may support hang-up transfer. Please check the documentation of the IP phone to see if it supports this feature. The caller is immediately taken off hold and connected to the receiving extension.
3.3.4 Call park — Parking and retrieving callers Call park is a feature for placing a call on hold and then retrieving it from any other local extension. TalkSwitch has 10 park orbits, 500–509. 3.3.4.1 Parking a caller 1. Press Transfer or xfer, * 510 and press Dial or in the next available park orbit. # to place a caller 2. You will hear a confirmation indicating that the caller has been parked successfully and into which park orbit. 3.3.4.2 Retrieving a parked call 1. Press * * and the park orbit.
on analog and IP phones except for the slight differences outlined in the next paragraph. Some IP phones display a notification on the screen while the caller is on hold at your extension. If you want to rotate through queued callers while you are on the phone, dial 7 and press Dial, Send or # . The caller you are speaking to is placed on hold, and the first caller in the queue is retrieved. If several callers are queued, dial 7 and press Dial, Send or # to retrieve them on a first in/first out basis. 3.3.
2. Press Conf or Hold to place the outside caller on hold. Dial the local extension you wish to conference with. 3. When the extension answers, press Conf to establish the 3-way call. 3.3.7.2 Two outside callers and one local extension There are two different methods for this type of conference call. The first method is similar to the one above, using only TalkSwitch for the conference function. 1. Establish a call with an outside party. 2. Press Conf or Hold to place the outside caller on hold. 3.
Example: You have 3 branch locations (New York, Miami, San Jose), all with TalkSwitch 48-CVA units. Location 1: New York Phone numbers assigned to 4 VoIP lines: 250-261 (12 phone numbers) Location 2: Miami Phone numbers assigned to 4 VoIP lines: 270-273 (4 phone numbers) Location 3: San Jose Phone numbers assigned to 4 VoIP lines: 280-283 (4 phone numbers) If someone in the New York office wants to reach someone in the Miami office, they can dial one of the phone numbers associated to Miami (270-273).
* * . After you hear 2 beeps, dial the extension and hang up. You cannot announce a caller to the transferred extension but if you stay on the line, you are in a conference call state. You can hang up at any time. If you transfer a call from a parallel-connected phone and then hang up, the extension rings the number of times specified for that extension. If it is not answered within that number of rings, the call is handled according to that extension’s call cascade actions.
If your modem has problems dialing out, use a comma (,) to create a 2 second pause instead of the w (wait for dial tone). Because TalkSwitch CA and CVA units are digital systems, modem calls will only operate at a maximum speed of approximately 28 Kbps. 3.7 OUT OF THE OFFICE — RECEIVING CALLS WITH CALL FORWARDING (ANALOG AND IP) 3.7.1 Three ways to forward calls 1. Automatic call forwarding The auto attendant can forward office calls to your call forwarding telephone number (i.e. remote extensions).
3.7.2 Transferring calls from a remote extension You can forward calls to a remote extension without using Centrex or 3-way calling services. Calls can be transferred to any local or remote extension, ring group or voice mailbox. This feature also applies to VoIP numbers. 1. Press * * to place a call on hold at a remote extension anytime during a conversation. You hear the same dial tone as at a local extension and have the following three possibilities: a) Press * * to retrieve the call placed on hold.
forward, you have a call from...” and plays the recording of the caller’s name. To accept the forwarded call, press # on your telephone keypad, re-route the call to its call screening call cascade options by pressing * . When either screening option is used, music on hold is enabled and you are not using the 3-way calling feature (Same Line Connect) to forward calls, the caller hears music while TalkSwitch is waiting for the remote extension to accept the call.
Receiving calls Once the phone or gateway is registered with the TalkSwitch IP server, calls are received directly from other registered gateways or through the system. 1. If the call is routed via TalkSwitch, you can transfer the caller dialing * * and any extension or voice mailbox. 2. If the call came directly from a IP gateway or phone, you can transfer the call if your phone or service provider supports this feature. 3.
Callers can reach voice mailboxes, call cascade, be transferred from a local extension or have announcements played through the auto attendant. To leave a message from a regular local extension: 1. Dial * and the mailbox number. To leave a message from a local IP extension: 1. Dial * and the mailbox number and press Dial, Send or # . To transfer a caller directly to voicemail from a regular phone: 1. Press Flash * , the mailbox number and hang up.
When a new message is left in a local extension mailbox, TalkSwitch plays a stutter dial tone when the handset is picked up. If the phone supports a frequency-shift keying (FSK) message waiting indicator, the light flashes. The TS-80, TS-200, TS-400 and TS-600 phones support a message waiting counter. The display on the phone shows the number of new messages stored in the mailbox(es) associated with that extension. # from a local extension or * 1.
default greeting is: “The extension you have reached is unavailable at this time. Please leave a message after the tone”. Remember: While recording your greeting or announcement, callers can press * to return to the auto attendant, if the call came from the auto attendant. When they are done recording, they can press # for more options. You may want to give your callers these options for their convenience. c) Press 3 to change personal options.
To record an announcement, access a voice mailbox and select option 2 to change greeting options as described in 3.8.2 Retrieving messages and accessing a voice mailbox on page 139. To load a pre-recorded announcement or to configure 0 as an option to be selected, see 2.3.1 Mailbox options on page 67. To configure call handling options for announcements, see 2.4 Call Handling on page 78. 3.8.
If you have two or more units on a LAN, we recommend that you load a .wav file to the system of units. If you use an external music source, supply a music source to each TalkSwitch unit. 1/8" audio splitters are available at most electronics stores. 3.10 MODE SWITCHING OPTIONS Manual mode switching Use telephone keypad commands at a local extension or at the auto attendant to switch modes. 1. Dial # at the local extension dial tone or at the auto attendant to enter command mode. 2.
3.11 OUT OF THE OFFICE — MAKING CALLS WITH CALL BACK AND CALL BRIDGE Working together, call back and call bridge act as your personal long-distance operator. Whether you are across town or around the world, these two features allow you to place calls from your office telephone line(s). You can make a call to TalkSwitch, access a telephone line connected to TalkSwitch and enter the number you want to dial.
The call bridge telephone number you dial can be local, long-distance, toll free (800 and 888) or international. Enter the telephone number as you would in your office. For long-distance calls, include the 1, country code and area code. 3.11.2 Using call back The call back feature allows you to initiate TalkSwitch to call you at a specified telephone number.
2. Using auto call back activation from your out-of-office location: a) Dial one of the call back telephone numbers that has been configured for auto call back activation. b) Let the line ring at least once but no more than three times and hang up before the call is answered. c) Within 20 seconds, TalkSwitch calls your auto call back number. It is important to remember that all call back settings must be configured to use auto call back.
CHAPTER 4 CH A P TE R 4 : CA LL D E TA I L R E CO RD (C D R ) L O G G I NG CALL D E TA I L RE CORD ( CD R ) LOG G I NG This chapter covers the setup and retrieval of records generated by calls through the phone system. The Store to File on TalkSwitch option is recommended for all units with LAN ports. The Real-time to Serial option is only available with units that have a serial port. 4.
4. File -> Save to TalkSwitch Figure 113: Save settings When storing the CDR to a file on TalkSwitch, approximately 6000 records are stored in a circular buffer. This means that after about 6000 records, the oldest ones will be deleted and new ones are created. On a very busy system, 6000 records may only cover a couple of days, but on a system with less traffic, 6000 records may cover more than a month.
Figure 114: Log in window Select System Information -> Administration in the TalkSwitch configuration software to find the username. 3. Click on the link Call Detail Record (CDR) Management. Figure 115: Initial CDR web interface 4. You may either right click on Download CDR to save the information to your PC or left click on the link to view the current information. Browser specific information is available on the website when you scroll down.
Figure 117: CDR web interface 4.2.2 Serial interface — Real-time to Serial Port In order to capture the data in a real-time environment your PC has to be connected to TalkSwitch unit ID 1 with a serial cable. 1. Launch Hyper Terminal by clicking Start -> Programs -> Accessories -> Communications -> HyperTerminal. 2. A window pops up prompting for a connection name. Enter TalkSwitch, then click OK. Figure 118: Launching HyperTerminal 3.
Figure 119: Connecting... 4. Set the bits per second to 57600 and click OK. All other values can be left at their defaults. Figure 120: COM1 properties 5. Click on Transfer -> Capture Text... Figure 121: Save your data 6. Select the directory and filename where you wish to save the data. 7. Click Start.
4.3 ANALYZING THE DATA We recommend that you clear the text file immediately after it is downloaded. Restart saving data to a new file. This allows easier viewing and analyzing of the captured information. The data can be viewed either through the web interface or downloaded into a spreadsheet (e.g. Excel) as a delimited text file. The log is divided into 13 columns identified by numbers: 1. 2. 3. 4. 5. Call Type Log Number Event Counter Date Time 6. 7. 8. 9.
6. Duration — This column indicates the total time the call was in this state/event. 7. Connection — This column indicates where the call was for each event. This includes auto attendants, voicemail, extension ringing or queuing. RCO indicates that multiple extensions are ringing.
13. PIN or User Code — This column shows the user’s access code to dial out using a specific carrier. The data can be imported into any call management software or an Excel spreadsheet as a delimited text file. After the import, the data can be grouped and tallied based on the criteria set forth. Example: 1. Total line usage for a day 4. Average call times 2. Number of inbound calls 5. Number of calls per line 3.
CHAPTER 5 CH A P TE R 5 : VO I P I N FO R M A TI O N VO IP INFORMATION 5.1 INTRODUCTION TO VOIP TalkSwitch units can be hybrid PSTN/VoIP phone systems. The addition of VoIP to the TalkSwitch product line adds the ability to use a broadband IP connection for voice calls. VoIP also enables the use of IP phones as extensions on your TalkSwitch system.
5.2 OPTIMIZING YOUR IP NETWORK FOR VOIP 5.2.1 The broadband connection Figure 122: Broadband Modem Internet or Private IP Network xDSL Cable Satellite etc. For optimal quality of VoIP calls on your system, we recommend that you subscribe to a high-speed broadband connection from your service provider. ‘Lite’ broadband is not suitable for simultaneous voice and data traffic. ‘Lite’ broadband typically runs 128 Kbps downstream and 64 Kbps upstream.
In a typical small office environment, there are several computers connected to an Ethernet switch, sometimes integrated into a router. A router handles the connection between two or more IP networks. Routers look at the destination IP addresses of the packets passing through and rout them accordingly. In a network that shares data and voice, it is critical that the voice traffic has priority over the data packets. Some routers support Quality of Service (QoS) functionality for this purpose.
network. ‘Lite’ broadband connections are not suitable for simultaneous voice and data traffic. To test the VoIP call capacity based on your Internet connection speed, perform the test available on our website at:www.talkswitch.com/voip/ voip_capacity.php. 5.2.3.2 Confirm router/firewall path for voice data In order to pass through a router’s firewall, voice data received by your network must be mapped to the appropriate TalkSwitch unit.
Prioritize your voice traffic If your Internet connection is shared between computers and TalkSwitch (i.e. data and voice), it is critical that the voice traffic has priority over the data traffic. Many routers support Quality of Service (QoS) routing for this purpose. If your router supports QoS, ensure that it is enabled (see your router documentation for configuration details).
Figure 125: Multi-location network with VoIP calling New York office Telephone Network San Francisco office Internet TalkSwitch 48-CVA Miami home TalkSwitch 48-CVA Mediatrix 2102 5.3.2 Select which TalkSwitch to use as the SIP network server A multi-location SIP network requires a SIP server to manage calls across the network. The SIP server contains registration information for all SIP devices in the network.
If you do not have a static IP address, you can obtain a Fully Qualified Domain Name (FQDN) from a Dynamic Domain Name Service (DDNS) provider. A DDNS matches your dynamic IP addresses to your FQDN, so that your TalkSwitch VoIP network operation is not affected by IP address changes. One DDNS provider is DynDNS. Visit http://www.dyndns.org/services/dyndns for more information. Configuring TalkSwitch to act as the SIP server is described in 5.4.2.1 TalkSwitch Profile on page 164.
Figure 126: TalkSwitch network configuration New York office 261 262 263 264 265 Telephone Network 266 267 268 269 San Francisco office 251 252 253 254 255 Internet TalkSwitch 48-CVA Miami home 271 TalkSwitch 48-CVA (SIP server) Mediatrix 2102 5.4 VOIP CONFIGURATION 5.4.1 Configure TalkSwitch IP addresses Each TalkSwitch system in a multi-location network must be configured with both local IP and public IP address information.
correct IP information. Click Use the following IP and DNS information to ‘lock in’ these settings and ensure they are saved as the system IP settings. 4. If the location does not have a DHCP server, the System IP Settings fields will not be filled in. Click Use the following IP and DNS information and enter the IP address(es), Subnet mask, Default Gateway, Preferred DNS Server, and Alternate DNS Server information in the appropriate fields. For details on these settings, refer to 2.2.
2. If this TalkSwitch system will act as the SIP server for a network and has a dynamic Public IP address, enter the Fully Qualified Domain Name (FQDN) associated with the Public IP address. If the address is static, leave this field blank. You can obtain a FQDN from a Dynamic Domain Name Service (DDNS) provider such as DynDNS (visit http://www.dyndns.org/services/ dyndns). Check your router documentation to confirm which DDNS your router can support. Figure 128: IP Configuration 5.4.
TalkSwitch Profile tab Use this tab to configure a TalkSwitch VoIP network. TalkSwitch has a built-in IP server proxy/registrar/redirect. This facilitates the configuration and maintenance for multi-branch and telework applications. A multi-location TalkSwitch system requires that one (and only one) unit be configured to act as the SIP server (Redirect Proxy/Registrar). For information on the SIP server, see 5.3.2 Select which TalkSwitch to use as the SIP network server on page 160.
Outbound Proxy: If TalkSwitch is being provisioned with a VoIP service provider, enter the outbound proxy associated with the service provider. Realm/Domain: If this location is the proxy/registrar, you can assign a realm/domain name for your network. (e.g. abccompany.com). The Realm/Domain field may be required when TalkSwitch is being provisioned with a VoIP service provider. In this case, enter the realm/domain associated with the service provider.
Maximum number of VoIP lines for outgoing calls: The maximum number of VoIP numbers available is determined by how many lines are available (shared) with the TalkSwitch VoIP network. For business reasons, you might want make all lines available for incoming calls and restrict outgoing calls so that no incoming calls are getting missed. It is recommended that at least one line be allocated for outgoing calls.
Figure 131: Registrar entries View Registration Status (button) Click this button to see if this system is registered with the designated SIP server. A window opens listing all registered system VoIP phone numbers. Client is the phone number assigned to a VoIP line. Status is the registration status (registered or not registered). Figure 132: Registration status 5.4.2.
Information in those documents should be used instead of this guide. If there is no configuration guide for your service provider, follow the instructions below. Figure 133: Service Provider profile Service Provider Name: Enter the name for your VoIP service provider. The name will be displayed elsewhere in the configuration software in areas related to VoIP service. Proxy Server Name: Enter the IP address or domain name associated with the proxy server, exactly as specified by your service provider.
Realm/Domain: Enter the realm/domain (if required) associated with the service provider. VoIP Lines The descriptions for the VoIP lines under the TalkSwitch Provider Profile tab below are the same as described in VoIP Lines on page 166. • • • VoIP lines available for use with this Service Provider Maximum number of VoIP lines for incoming calls Maximum number of VoIP lines for outgoing calls Codec Options (button) See Codec Options (button) on page 167 for a description.
3. Ensure that you have at least one line hunt group configured (i.e. 88) to Line Type: TalkSwitch VoIP Numbers. 4. Callers can now dial 88 from any extension to get a VoIP dial tone and then enter 4004 to reach the VoIP location. Figure 134: TalkSwitch profile in System Information For VoIP calls made through a service provider, the service provider will assign the VoIP numbers to be used for their service. To assist in assigning VoIP numbers for your network, use the 5.
keep track of all phone numbers assigned to each location to prevent duplicate numbers in multiple locations. We recommend that you use the numbers 250–299. It will facilitate calling from extensions and auto attendants. Ensure that each number assigned is unique in the network. For each TalkSwitch unit with VoIP lines on the network, you can assign up to 12 VoIP phone numbers, increasing the number of inbound VoIP call handling options available. 4. Repeat the above steps for VoIP numbers 2-12. 5.
• • For Play auto attendant, select which auto attendant to play (for example, 1), the number of rings to take place before the auto attendant answers (for example, after 2 rings), and the extensions to ring before the auto attendant answers. If you want the auto attendant to answer all calls immediately without ringing extensions, select immediately rather than the number of rings.
4. Enter the User/Account information and Password for this particular phone number. 5. Repeat the above steps for VoIP numbers 2-12 as is required. For systems with multiple units, repeat the process for each TalkSwitch unit (click on the tabs labeled TalkSwitch 1, TalkSwitch 2, TalkSwitch 3, and TalkSwitch 4). Figure 136: Service provider profile in System Information 5.
can support. Good quality VoIP is not possible over a dial-up modem connection. • Choose the right codec for your location 1. The default codec is G.729 (8 Kbps), using approximately 25 Kbps bandwidth upstream and 25 Kbps bandwidth downstream for each call. G.729 provides very good call quality while minimizing bandwidth usage. 2. The G.726 (32 Kbps) codec is a better quality solution compared to the G.729 codec. However, it requires more bandwidth per call. A G.
The IETF’s philosophy is simplicity: specify only what you need to specify. IP just initiates, terminates and modifies sessions. In this guide, the term IP is often used in place of VoIP. TalkSwitch phone systems use the Appello® SIP Stack for VoIP communications. The Appello® SIP Stack was developed by TalkSwitch, a division of Centrepoint Technologies Inc. What is a VPN? VPN stands for Virtual Private Network.
address, it will not work. Instead, you must provide your real/public IP address. What is NAT and how does it affect VoIP? Network Address Translation (NAT) allows multiple devices to share the same external IP address to access resources on the Internet. NAT is typically used to allow all the devices in a subscriber’s local area network to access the Internet through a router with a single public IP address assigned by the Internet Service Provider.
When you first set up your VoIP device (TalkSwitch 48-CVA unit, gateway or phone), it will register itself with the TalkSwitch 48-CVA that is configured as the IP server so that calls can be directed to your location. When you initiate a VoIP call, your device (TalkSwitch 48-CVA unit, gateway or phone) will contact the TalkSwitch 48-CVA that is configured as the IP server to obtain the contact information for the destination you are trying to reach.
TalkSwitch has the technology that helps keep this information up to date so that the system can function properly after an IP address change has been detected and updated. What is a port number? In an IP address like 64.26.209.103:5060, the port number is 5060, the number after the colon. Port numbers are required so that a computer or device can support multiple applications or streams of simultaneous data communication. Each stream or application uses a unique port number.
5.6 VOIP NETWORK ADMINISTRATION FORM Use this form to keep track of phone numbers assigned to units that are part of a TalkSwitch VoIP network.
CHAPTER 6 TRO U BL E S H O O TI NG A N D SUPPO R T 6.1 TROUBLESHOOTING Solutions to the following problems are described in this chapter: • • Problems that may occur during configuration Problems that may occur while using the TalkSwitch features Some problems might be due to physical connections such as loose cables. Before you start to analyze possible configuration issues. See 1.13 Verifying the connections on page 28. 6.1.
2. You cannot configure TalkSwitch using touchtone keypad commands while the TalkSwitch configuration software is open. If the software is closed and you hear the prompt “I’m sorry, TalkSwitch is currently being configured”, reboot TalkSwitch by turning the power off and then back on. Wait until the lights stop flashing and the Data light is on solid. • • If you are using a local extension, check if the extension has Direct Line Access to your telephone lines.
The auto attendant is transferring calls to the wrong extension. • Check if the extension jacks of your devices (phones, faxes) are plugged into the corresponding jacks on the TalkSwitch back panel (i.e. extension 111 is plugged into E1). The auto attendant answers calls, but does not transfer them to the extensions. • Make sure your extensions are plugged into the extension jacks on the back panel of TalkSwitch (instead of your telephone wall jacks). • Open the configuration software.
I’m unable to place intercom calls from a local extension. • If the local extension has been set up for Direct Line Access to your telephone lines, you need to press Flash on an analog phone, or * * on a IP phone, before intercom calling. 6.1.2.4 Answering and fax machines The answering machine and/or fax machine picks up calls before they can be answered by telephone extensions. • Check your settings under Call Handling -> Telephone Lines in the configuration software.
My PC (internal or external) modem cannot dial out. • If Direct Line Access to telephone lines is not enabled on the extension where your modem is connected, you will have to include a line hunt group prefix (9 or 81-88) before the dialing the modem number. One of the local extensions (telephones) does not ring. • Some telephones require more voltage in order to ring. These phones are usually the older ‘Bell’ phones with mechanical ringers. These phones should not be used as TalkSwitch extensions.
assigned. Follow the instructions. You can dial # 00 # to check the unit ID of the unit you are connected to. Click the System Information link in the TalkSwitch configuration software. After recording an auto attendant greeting, I can’t play it back. • After recording an auto attendant on one of the TalkSwitch units, it will copy it to other TalkSwitch units on the LAN. During this process, you cannot listen to that particular auto attendant. Try again in a few minutes.
Problems that may occur with VoIP I hear a re-order tone when I try to dial a VoIP location. • Confirm the number dialed is actually part of the VoIP group (i.e. registered with the same proxy/registrar server as your TalkSwitch CVA, IP gateway or IP phone is registered with. • Check that TalkSwitch has all proper settings in the IP configuration and VoIP configuration pages. • Verify that the number you are dialing is registered with your TS proxy registrar.
3. Call a technical support specialist at TalkSwitch: 1-866-393-9960 (continental North America) or 613-725-2466 weekdays between 9:00 a.m. and 8:00 p.m. EST. Please have the following information available when you call: a) Your e-mail address and telephone number. b) The serial number located on the bottom of TalkSwitch. c) Your date of purchase. d) The number of telephone lines that you have connected to TalkSwitch. e) The telephone company services that you are using with TalkSwitch.
Appendices APPENDIX A A PP E N D I X A : FUN C TI O N S A N D CO M M A N D S FUN C TI O NS A N D CO M M A N D S About functions and commands The following tables list numbers, functions and commands you can enter. The first part lists all the possible analog, IP, remote and ring group extensions as well as VoIP numbers and general voice mailbox numbers. Following are tables listing functions that can be entered from local and outside phones and at the auto attendant.
Functions you can access from local extensions Keys Function performed Flash/Hold If you are connected to a caller, Flash/Hold puts the call on hold and you hear the internal dial tone. Flash/Hold Pressing Flash/Hold again at the internal dial tone retrieves the most recent call on hold. Flash/Hold at external dial tone When you are connected to an outside line, pressing Flash/Hold switches you to the internal dial tone. On a regular phone, press Flash. On an IP phone, press Hold.
* 510 * * Parks a call automatically in the first available parking spot, starting at 500. Press Flash/Hold and * 510 to place a caller in the next available parking spot (park orbit). 500–509 Retrieves a parked call. Dial from a local extension to pick up a parked call. Flash/Hold 6 Conference call for 3 parties. Press Flash to put the first caller on hold, dial another extension or external number and press Flash 6. * * * 60 61 62 Disables Do Not Disturb at the current extension.
Functions you can access from outside phones The list below shows the digits you can dial after the auto attendant answers. Keys Function performed 0 Performs the action defined in the auto attendant configuration (see 2.4.2 Auto attendant on page 80 for details). 3-digit local ext. Rings at the local extension (i.e. 111). See Extension numbers on page 189. 3-digit remote ext. Rings at the local extension (i.e. 211). See Extension numbers on page 189.
APPENDIX B A P PE N D I X B : TA L K S W I TCH A N D TE L E P H O N E CO M PA N Y CA L L I NG S E R V I CE S TA L K SW I TCH A N D TE L E P H O N E CO M PA NY CA LL I NG S E R V I CES Many of the calling services offered by your local telephone company are compatible with and enhanced by TalkSwitch’s capabilities. Caller ID (Call Display) — Displays the telephone number and name associated with an incoming call.
The TalkSwitch distinctive ring call routing features can be used in a number of ways: • • • • Routing fax/modem calls Routing voice messaging Separating home office calls Using auto call back Each distinctive ring number has a distinctive ring cadence or ring sequence that allows you to identify the number that was dialed. Voicemail (Call Answer) — A service which gives callers the opportunity to leave a message when your phone line is busy or unanswered.
group, regardless of the starting point. (It will only circle once through the hunt group). TalkSwitch has the same functionality available on all lines and can work in conjunction with the hunt and rollover services. Call Hold and Flash TalkSwitch detects Flash from regular phones to put calls on hold. A flash signal is produced by pressing the Flash or Link button on your telephone (Link is another name for Flash).
APPENDIX C A P PE N D I X C : TA L K S W I TCH A N D PO W E R I N TE RR U P TI O N S TA LKSW ITCH AND POWER I N TE RR U P TI O N S TalkSwitch settings and configurations In the event of a power failure, your TalkSwitch settings and configurations will not be lost. The TalkSwitch configuration is stored in non-volatile memory. Non-volatile memory means that your feature settings (configurations) remain in the TalkSwitch memory despite interruptions in the power supply.
APPENDIX D A PP E N D I X D : SA FE T Y A ND RE GU L A TO R Y I N FO R M A TI O N SA FET Y A N D RE G ULATO R Y INFORMATION Safety precautions Before using TalkSwitch, please review and ensure the following safety instructions are adhered to: 1. Read, follow and retain instructions — All safety and operating instructions should be read, followed and retained for future reference before operating the equipment. 2.
7. Damage requiring service — Do not attempt to service the TalkSwitch yourself. Unplug TalkSwitch and refer servicing to a licensed technician when: • • • The plug or power cord has been damaged. TalkSwitch has been exposed to moisture. TalkSwitch does not appear to be operating properly or exhibits a marked change in performance. Important Notices FCC and IC Warnings This equipment complies with ACTA TIA/EIA/IS-968A and Part 68 of the Federal Communications Commission (FCC) rules in the United States.
ACTA TIA/EIA/IS-968A, FCC Part 68 and IC CS-03 Notice: The Industry Canada label identifies certified equipment. This certification means that the equipment meets telecommunications network protective, operational and safety requirements as prescribed in the appropriate Terminal Equipment Technical Requirements document(s). The department does not guarantee that the equipment will operate to the user’s satisfaction.
Service If you are experiencing difficulty with your Model: CT-TS001.1 telephone equipment, please contact your reseller for repair and/or warranty information. See Appendix E: TalkSwitch One-Year Limited Warranty and Return Policy for more information. If the equipment is causing harm to the telephone network, the telephone company may request that you disconnect the equipment until the problem is corrected. This equipment cannot be used on public coin telephone services provided by the telephone company.
APPENDIX E A P PE N D I X E : TA L KSW I TCH O N E -YE A R WA R R A N TY A N D RE TU RN PO L I C Y TA L K SW I TCH O N E -YEA R WA RRA N T Y A ND RETURN PO L IC Y Condition: The original end-user customer acknowledges that he or she has read the limited One-Year Warranty and Warranty Disclaimers and understands the same and agrees to be bound by its terms and conditions. TalkSwitch, a division of Centrepoint Technologies Inc.
TalkSwitch shall not have any obligation to repair or replace product until the Customer returns defective product to TalkSwitch. Any replacement product may be either new or like-new, and may contain remanufactured parts, equivalent to new in performance.
To obtain warranty service, products must be sent to your reseller or a service facility designated by TalkSwitch. The original end-user purchaser shall pay all shipping charges, duties and taxes for products sent to TalkSwitch for warranty service. TalkSwitch shall pay for return of the product to the end-user purchaser. If purchased from a reseller: Contact your reseller and obtain a Warranty Return Authorization (WRA) number if required.
APPENDIX F A P PE N D I X F : S PE CI F I C A TI O N S SPE CI F I CA T I O NS System 24-CA 48-CA 48-CVA Analog trunks 2 4 4 VoIP trunks 0 0 4 Analog extension interfaces 4 8 LAN interface 0 USB interface 1 1 1 Serial interface (RS-232, 9-pin) 1 1 1 8 RJ-45 Ethernet Memory expansion 1, 3, 4.5 and 9 hour memory cards Music input Phono jack (1/8" mono) or stored .wav file PA output Phono jack (1/8" mono) or stored .wav file Power source 120 VAC, 60 Hz — In/16 VAC, 1.
Analog extension interface Trunk type Loop start Connector type RJ-11, 2-pin Interface impedance 600 ohms Loop range 0–600 ohms Hook flash supported Yes On-hook voltage 35 volts Off-hook loop voltage source 35 volts Off-hook loop currant 23 mA to 40 mA Dial tone level -2.
APPENDIX G A P PE N D I X G : CO PY R I GH T A N D L I CE NSI NG N O TI CES CO PY RIGHT AND LICE NSING N O TICES TalkSwitch copyright © 2006 — All Rights reserved. TalkSwitch is a division of Centrepoint Technologies Inc. TalkSwitch software is protected under copyright law and international treaties. Unauthorized reproduction or distribution of TalkSwitch software, or any portion of it, in any form, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent of the law.
• • • Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
D) Copyright © 1991-1992, RSA Data Security, Inc. Created 1991. All rights reserved. License to copy and use this software is granted provided that it is identified as the “RSA Data Security, Inc. MD5 Message-Digest Algorithm” in all material mentioning or referencing this software or this function. License is also granted to make and use derivative works provided that such works are identified as “derived from the RSA Data Security, Inc.
APPENDIX H A P PE N D I X H : HO ME / O FF I CE W I R I N G G U I D E H O M E / O FF I CE W I R I NG GU I D E Basic residential phone wiring Looped wiring Loop wiring is common in most residential houses. The demarcation point (see page 2) breaks the incoming phone lines into ‘loops’ that can run the length of the entire house, but are often broken into smaller loops that serve different areas of the house.
Depending on how the jack is wired, the phone can be plugged into Line 1, Line 2, or both. Single-line wiring For a single incoming phone line, all phones in the building will usually be wired using the RED and GREEN wires of the phone cord. The other two wires, BLACK and YELLOW, are not used. The demarcation point connects the incoming RED and GREEN pair to various loops within the building.
Home and home office wiring options prior to adding TalkSwitch Incoming phone lines D Residential building All phones are connected together in a single loop (or in multiple loops) The phones are all wired to Line 1. If you have two or more incoming lines, the phones can be wired to Line 1, Line 2 or even both lines for dual line phones. Prior to adding a TalkSwitch, all phones in the home ring in unison when a call comes in.
Connecting to phone lines Using one phone line Using two phone lines single-line phone cord — 2 pins single-line phone cords — 2 pins wall jack to TalkSwitch L1/L2 and L2 wall jack to TalkSwitch L1/L2 Using a dual-line phone jack dual-line phone cord — 4 pins wall jack to TalkSwitch L1/L2 Connecting to TalkSwitch rear panel If you have two single lines, you will need to connect to jack L1/L2 and jack L2.
OPTION 2 — TalkSwitch controls incoming lines and phones Advantages • Home phone system and office phone system are integrated together. • Calls to the home can be forwarded to the office and vice versa. • The home phones have all the call handling capability as the office phones including voicemail, call cascade, mode scheduling, call forwarding etc. • Suitable for one or two incoming phones lines. Disadvantages • Requires a little more wiring, and additional cabling.
Adding extension block X D E 114 114 114 111 112 To TalkSwitch extension 113 X Y Z To house loops 1. Add an extension block next to the previous demarcation point. 2. Take the previous house loop wiring and connect them to the four posts of the extension block. 3. Use an RJ-11 (single line) to connect from the TalkSwitch. Plug the RJ-11 into a TalkSwitch extension, jack E1 through E8.
Connecting to TalkSwitch E D 114 114 To extension block, use a single-line phone cable from jack E4 114 111 112 113 Connecting to TalkSwitch rear panel LAN From demarcation point, use a dual-line phone cable from the demarcation point to jack L1/L2 E5 E6 E7 E8 E1 E2 E3 E4 L3/L4 L4 L1/L2 L2 PF MUSIC PA To office extensions, phones and fax machines USB SERIAL POWER Ext 113: To fax machine (optional) from jack E3 Ext 112: To phone from jack E2 Ext 111: To phone from jack E1 RJ-
1. Use dual-line phone cable to connect from the demarcation point to TalkSwitch. You will need to purchase the dual-line phone cable (available at most hardware stores) or wire it and crimp it yourself. Do not use the supplied RJ-11 cable as it is only a single-line cable. 2. Use the single-line RJ-11 phone cord supplied with TalkSwitch to connect from the TalkSwitch extension to the extension block. 3.
GL OSSA R Y * Star/asterisk sign The character at the bottom left of your touchtone telephone number pad. # Number/pound sign The character at the bottom right of your touchtone telephone number pad. 3-way calling/conference call Connecting three parties together for one telephone conversation. TalkSwitch offers its own 3-way conference feature the same as the 3-way conference service offered by telephone companies. Analog (see also digital) Analog devices (phones, answering machines, etc.
incoming call on a telephone line that is already in use. Call waiting allows you to toggle from one caller to the other. Centrex/Plexar Central office exchange service. The telephone company offers PBX features on a ‘pay-per-service’ basis. This service may not be available from all telephone companies. Centrx/Plexar call switching happens at a local telephone company instead of your company’s premises. CNG A tone emitted by most fax machines to initiate contact with another fax machine.
digital signals for data storage or transmission over digital lines. The digital signal is converted back to analog waves that you can hear. DISA (call bridge) Direct Inward System Access. Allows you to make long-distance calls from anywhere in the world over your PBX using an access number and an authorization code. Distinctive ring A service provided by some telephone companies to distinguish two different telephone numbers using the same telephone line (i.e. fax machine).
Icon A small picture representing a program, an action or a feature in the configuration software. When you click on an icon, the program, action or feature is activated. IETF Internet Engineering Task Force. Develops and promotes Internet standards like TCP/IP and SIP protocols. Intercom A dedicated voice service within a specified user environment. TalkSwitch offers intercom capabilities between its local extensions. Interface Connects two separate entities.
Line 1, 2, 3, or 4 A jack or plug-in on the back panel of TalkSwitch which can accept an RJ-11 plug from a telephone line or PBX system. You can plug in a single-line telephone cable into this jack and it becomes a usable TalkSwitch line. Link button The Link button has the same effect as the Flash button or pressing and releasing the hang-up hook on most telephones. On some telephones, the function of the Link button is internal to the telephone and pressing it has no effect on TalkSwitch.
Prompt Recorded instructions played to a caller by TalkSwitch. Prompts are also used to provide instructions when you configure TalkSwitch using a telephone keypad. PSTN Public Switched Telephone Network. Your incoming phone line is on a PSTN. Registered jacks Telephone and data plugs registered with the FCC. Remote extension A call forwarding number that can be a telephone number in any location, set up as a virtual extension of the TalkSwitch unit.
SIP Session Initiation Protocol. A signaling protocol, developed by the Internet engineering task force (IETF). SIP server A server using the SIP protocol to manage calls between SIP devices. Serial port Serial ports are physical plug-ins. They allow two devices to exchange data. SMTP Simple Mail Transfer Protocol. The standard for e-mail transmission across the Internet. SMTP is a text-based protocol. Terminal adapter A device that allows analog devices to be used on digital lines (ISDN).
I N D EX A Administration system password 35 Announcements configuring 67, 78 recording 141 Audio controls 107 extensions 107 lines 107 Auto attendant 80 adding and configuring 80 additional features 86 automatic fax detection 85 erasing messages 83 loading messages 83 receiving calls with... 117 receiving calls without...
Call transfer configuring transfer options 108 from a remote extension 60 from an analog extension 120 same line connect 59 screened transfer 121 settings (music on hold) 66 to a remote extension 60 to a ring group 63 troubleshooting 183 unscreened transfer 120 Caller ID local extensions 55 Carrier codes 46 Configuration software 2 installing 5 IP configuration 37 pull down menus 30 screen navigation 33 system requirements 2 troubleshooting 181 upgrading 5 Connecting devices 15 audio for music on hold 21 fa
L T Line hunt groups 42 Local area network 157 connecting 9 IP configuration 37 LAN connector 4 networking units 21 optimizing for VoIP 156 optimizing the system 25 router/NAT/firewall 156 special considerations 33 troubleshooting 185 unit IDs 23 Local extensions activating/configuring 54 adjusting ringing sequence 88 call cascade 90 configuring a SIP extension 55 configuring for analog phone 54 configuring for SIP phone 55 connecting telephones 16 keeping track of...
