TA L K S W I TC H D O C U M E N TAT I O N USER GUIDE RELEASE 3.24 C T.T S 0 0 5 . 0 0 1 1 0 1 .
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.
P RE FA CE Thank you for purchasing the TalkSwitch Phone System. This user guide provides instructions for installing, configuring and using your TalkSwitch. Please read this section before you start installing the product. Important Safety Information Power & Lightning Surges Surge protection devices are recommended in areas where lightning or power surges are likely to occur. Avoid using corded telephones during a lightning storm. There may be a risk of electric shock.
• Allow the TalkSwitch to reach room temperature before installation after shipping or storage to avoid problems caused by condensation. Maintenance Do not attempt to repair a TalkSwitch unit yourself. Advisory Information Power Failure When a power failure occurs, Line 1 connects to Extension 4 on each unit to enable incoming and outgoing calls over PSTN telephone lines.
TA BL E O F CON TE N TS CHAPTER 1: TALKSWITCH INSTALLATION 1.1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.2 Front Panel lights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 1.3 Back Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1.3.1 TalkSwitch 24 Models . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 2: TALKSWITCH CONFIGURATION 2.1 Install the TalkSwitch Configuration Software . . . . . . . . . . . . . . . . . . . . . . . . . 13 2.2 Running the TalkSwitch software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2.3 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 2.3.1 The configuration screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 2.3.1.1 File Menu . . . . . . . . . . . .
2.3.6 Call Back/DISA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 2.3.6.1 Auto Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 2.3.6.2 Prompted Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 2.3.6.3 DISA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 2.3.7 Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.4 Using the TalkSwitch Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 3.4.1 Activating voicemail boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 3.4.2 Retrieving messages/Accessing a voice mailbox . . . . . . . . . . . . . . . . 100 3.4.3 Pager and Cell Phone notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 3.5 Music on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 1 TA L KSW ITCH I NSTA LLA TIO N 1.
1.2 FRONT PANEL LIGHTS The front panel consists of a power button (“Power”) and five LED (Light Emitting Diode) lights indicating the usage of the lines with different states of illumination. Light: State Description Line 1 On Solid Line 1 is currently in use. Pulsing Slowly Line 1 caller is on hold. Flickering Line 1 is ringing. Quick Pulse Line 1 is engaged by a device that is sharing the line with TalkSwitch. On Solid Line 2 is currently in use. Pulsing Slowly Line 2 caller is on hold.
Light: State Description Line 4 On Solid Line 4 is currently in use. Pulsing Slowly Line 4 caller is on hold. Flickering Line 4 is ringing. Quick Pulse Line 4 is engaged by a device that is sharing the line with TalkSwitch. 1.3 BACK PANEL Before you connect all your phones and lines to TalkSwitch, you may want to configure the unit. This minimizes the disruption time of your telephone lines during the system setup. See Chapter 2: Configuration.
1.3.
In cases where a telephone company’s ISDN BRA service is installed using an NTE with two analogue line “ab” ports, the TalkSwitch telephone lines can be connected to the NTE’s ab ports (Please check with your local telephone company). The use of 4-wire telephone cables to combine L1/L2 or L3/L4 wiring requires a special installation procedure and may not be compatible with some standard telephone sockets. It is not recommended for general use.
1.4.2 Connecting extension telephones and other devices You can connect any regular analogue extension telephone set, cordless (e.g. DECT) telephone, or fax machine to the extension ports – E1-E4 and E1-E8 (subject to model). In cases where extensions will be wired through in-building wiring and a Connection Box with IDC or screw terminals, it is recommended that “RJ-11 Wiring-Tails” are used. These are single or multi-pair cables with 0.5mm solid core wire one end terminated in an RJ-11 connector(s).
1.4.4 Connecting TalkSwitch to a LAN and/or PC There are currently four ways to connect to TalkSwitch for PC configuration — over the LAN (Ethernet port), USB, Serial, or Internet. LAN: Use the provided Ethernet cable to connect TalkSwitch to the LAN via your switch (TalkSwitch models with LAN ports only). USB: Use a USB cable to connect TalkSwitch to an available USB port on your PC or on the USB hub. Serial: Use a serial cable (RS232) to connect TalkSwitch to an available Serial COM port on your PC.
programs tend to ‘hold’ onto COM ports, making them unavailable for any other programs. If you are having problems communicating with TalkSwitch, please check the Chapter 6: Help and Troubleshooting. Note: Users of a TalkSwitch without a LAN port may skip the rest of this chapter and continue with Chapter 2: TalkSwitch Configuration. 1.4.4.4 Connecting to TalkSwitch over IP Ensure TalkSwitch is connected to a LAN with the supplied Category 5 cable.
units, thus keeping the TalkSwitch voice-over-LAN data isolated from other data on the network. Connect up to four TalkSwitch units (2 are shown in this illustration) to the LAN switch or switched hub. Note: TalkSwitch unit enclosures are not designed for stacking. We recommend wall-mounting units in a horizontal row to maximize airflow and keep the units from overheating. 1.5.
1.5.3 Changing the Unit ID To change the Unit ID, the configuration software must be closed! Press # from a Local Extension to enter command mode. Enter a password if necessary and dial 0 0 # . The system responds with the Unit ID of that particular TalkSwitch. In command mode, use any of the following commands: Unit ID Touch Tone Command 1 01 # 02 # 3 03 # 4 04 # 2 1.5.
there will always be 10 Extension Ring Groups with the extension numbers 300-309. 1.5.5 Keep track of the lines and extensions To keep track of the extensions and lines connected to each TalkSwitch, label each unit with its Unit ID. It simplifies matters when you need to add or remove extensions and lines.
disconnected, LAN failure etc.). In this event, all units can still answer inbound calls with the same Auto Attendant messages). Voicemail All Local Extension and Remote Extension Voicemail data is stored on the unit where the extensions normally reside. For example, all greetings, directory names and voicemail messages for extensions 121-128, 221-228 and mailboxes 420-429 are stored on the TalkSwitch with Unit ID 2.
CHAPTER 2 TA LKSW ITCH CO NFIGURATION 2.1 INSTALL THE TALKSWITCH CONFIGURATION SOFTWARE Insert the TalkSwitch CD into your CD drive. The Install program starts automatically. If you prefer to use Windows Explorer: Double-click the My Computer icon. Double-click the CD-ROM/DVD drive. Double-click the Startscreen.exe file. Follow the instructions on the screen. Important: The latest version of the TalkSwitch software can also be downloaded from the TalkSwitch website http://global.talkswitch.com.
Note: If your TalkSwitch is already connected with a USB cable, disconnect the unit before you install/upgrade software. Reconnect the USB cable to TalkSwitch when the configuration software is installed. 2.2 RUNNING THE TALKSWITCH SOFTWARE After the installation is complete, double-click the TalkSwitch icon. If TalkSwitch is currently connected to the same network as your PC, the configuration software detects and retrieves the settings from TalkSwitch automatically.
Button — Restore Firmware This button is only available/active if a firmware update has failed. Click it to start the TalkSwitch Firmware Update procedure and follow the instructions. For information on Firmware updates, refer to section 3.8 — Upgrading the TalkSwitch Software and Firmware. 2.3 SYSTEM CONFIGURATION 2.3.1 The configuration screen The configuration screen consists of the following parts: X Z Y [ \ 1. Menu Items 2.
Note: Context sensitive help information is available for each option in the configuration software. Rest your mouse cursor over any control for a second or two and the information related to that control pops up. 2.3.1.1 File Menu Open... Opens existing configuration files from the PC. Default configuration files are included with the software. TalkSwitch backs up to a file called “LastSavedConfig.dat” every time you save settings to TalkSwitch.
Call Logging Real-time to Serial Port: TalkSwitch can output call detail Output records to a PC connected to a Serial port. Store to file on TalkSwitch: TalkSwitch can store call detail records to a file stored on TalkSwitch. This file can be viewed/retrieved from a web browser. Defaults Select this option to reset the current page or the entire configuration back to defaults. Reboot TalkSwitch Prompts you to save the configuration. The reboot takes 25 seconds. 2.3.1.
Call Back/ DISA Configure TalkSwitch’s Call Back and DISA features in this folder. Both of these features reduce your company’s long distance expenses. Options Configure advanced settings In this folder (audio controls, troubleshooting and various operating options). Note: Specific details describing the configuration for the use of features related to the TalkSwitch in a networked configuration, are preceded by the icon below. If you have a single Talkswitch, you can skip these sections in the guide.
2.3.3.1 Administration This screen allows you to assign a System name and Administrator password for TalkSwitch. The Administrator password gives access to all configuration options. The password that is entered is used at configuration start-up and throughout Touch Tone configuration. System Name: For tracking purposes, a system name can be assigned. System Password: To activate the use of a system password, enter a 4- to 8-character numeric password.
Note: An administrator password must be set to avoid unauthorized access to system configuration, including external access to system commands. Location Settings Subject to the system model, a Location field may display in the System Information Administrator screen. If the field is shown, set it to the country where the system is being used. If different service providers are identified for the country, select the service provider to which the system’s telephone lines will be connected.
System IP Settings section If you have a DHCP (Dynamic Host Configuration Protocol) server and your TalkSwitch unit(s) is (are) connected to the LAN, all fields are filled with the correct information. Public WAN IP Address Type of public WAN IP address for Internet Connection: Select dynamic if your public IP address is a dynamic IP address from your Internet Service Provider (ISP). If you are unsure if your connection is dynamic or static, leave this option set to ‘dynamic’.
Download one of the applications specified on the site. It needs to run on a PC connected to the same LAN to update the DNS servers. The radio button ‘Use the following IP and DNS information’ is selected System IP Settings section If there is no DHCP server present, the following fields need to be completed if you plan on using the VoIP capabilities of the TalkSwitch. Unit n IP Address: Assign an available static IP address to each TalkSwitch unit, where ‘n’ refers to the unit ID (1-4).
Subnet Mask: Enter the subnet mask for the LAN. If you have a DHCP server running, this information is obtained automatically. Default Gateway: Enter the IP address of the gateway on your network. A gateway is a hardware device (i. e. router/NAT) that connects the office network to the Internet. The gateway allows you to share a DSL, cable modem or other Internet connections with all of the computers and IP devices in your office network. Preferred DNS Server: Enter the preferred DNS server’s IP address.
Expand the System Information folder and click VoIP Configuration. In the “TalkSwitch Profile” tab TalkSwitch has a built-in SIP Server Proxy/Registrar/Redirect server. This facilitates the configuration and maintenance for multi-branch and teleworker applications. One location needs to be assigned as the SIP Server to manage call requests between VoIP locations and the other locations need to register with the SIP Server location.
Proxy Server Name: If this location is acting as the Proxy Server, it is filled in automatically. If this location is not the Proxy Server, then enter the IP address or domain name associated to the Proxy Server. If the Server is using a different port number than the default, specify the port number after a colon at the end of the domain or IP address. Example 222.234.432.234:5061 Registrar Server Name: If this location is acting as the Registrar Server, it is filled in automatically.
Password: If this location is the Proxy/Registrar and you have enabled authentication, assign a password to this unit. This password is required by all other locations for registration purposes. If this unit is not the Proxy/Registrar and authentication is required, it must have the same password as the Registrar Server. VoIP Numbers TalkSwitch offers the flexibility to share VoIP numbers with the TalkSwitch network and a Service Provider.
In the “Service Provider Profile” tab A VoIP enabled TalkSwitch can register with VoIP service providers to support calls using their service. Check with TalkSwitch for the list of Service Providers that support TalkSwitch inter operability. 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.
Outbound Proxy: Enter the Outbound Proxy (if required) associated with the Service Provider. Realm/Domain: Enter the Realm/Domain (if required) associated with the Service Provider. VoIP numbers The descriptions for the VoIP numbers under the TalkSwitch Profile tab are the same for the items below.
In the “Phone numbers” section Click on Activate Line to enable the telephone line port. Enter the normal telephone number for the telephone line as the Main Number. If your are using a Distinctive Ringing service for alternative telephone numbers from your telephone service provider check either Distinctive Ring 1 or Distinctive Ring 2 as required and enter the matching telephone numbers.
3-Way Calling/Conference TalkSwitch can work with a service to forward calls to Remote Extensions or other external phone numbers while using the same line (Same Line Connect). You can use this service as an option for bridging calls to external numbers when calling into TalkSwitch from the outside. If you find that you are having difficulties with line volume levels when forwarding calls to Remote Extensions or using DISA, use 3-way calling to forward calls.
2.3.3.5 VoIP Numbers The VoIP enabled TalkSwitch unit supports 4 VoIP lines per unit. Up to 12 VoIP phone numbers can be assigned for each unit so that unique call handling scenarios can be configured for up to 12 numbers. For example, you might assign a general number for customers to reach the main Auto Attendant greeting and configure up to 11 other numbers so that the inbound calls ring straight through to specific extensions in the office. Activate phone numbers as required.
Phone numbers 250-299 have special functionality with TalkSwitch. These numbers can be dialed directly from any extension or Auto Attendant and are routed automatically via VoIP to the destination with the number assigned to one of its ports. Part of the role of an administrator is to keep track of all phone numbers assigned to each location to prevent duplicate numbers in multiple locations. We recommend that you use these numbers as it will facilitate calling from extensions and the Auto Attendants.
Under ‘Set Line Hunt Group’, select the lines you wish to add to the Hunt Group by checking the box next to the line. Note: If multiple TalkSwitch units are connected to the LAN, a check box is enabled, so that outbound calls always hunt the lines on the unit where the extension is connected. This minimizes network traffic between units. 2.3.3.
The comparison is based on finding the maximum number of leading digits that match. If a match is found the call follows the action specified in the ARS table. The action can be to block the call with an announcement or re-route it to an alternative Line Hunt Group. The Line Hunt Groups are setup to direct calls to specific telephone lines or VoIP trunks connected to different network service operators.
• If necessary, click Move Up or Move Down to change the order of the lines. 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. • Leading digits can be anywhere from 1–11 characters. • Leading digits can include numeric characters 0–9 and *. The leading digit for long-distance is ‘1’.
• Select the desired Action (route to a specified line hunt group or block calls) from the corresponding pull-down list. Note: 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 in table shown above, the call is routed to a line hunt group or blocked according to the Action you selected.
Set Local Extension Hunt Group Access By default, all line hunt groups for each local extension are enabled. If you wish to restrict access to some line hunt groups, you need to disable the line hunt groups at the local extension. • • • • • Open the TalkSwitch Configuration software. Select System Information Click on Local Extensions. Click the Hunt Group Access button. Remove the check mark (by clicking it) next to the line hunt groups you do not want to allow for that local extension.
Additional Notes Emergency Access Numbers The emergency access numbers, shown in the Emergency Service Section of the ARS configuration window, are always allowed through ARS, even if the line is blocked. These numbers are dependant on the region and change based on the country/location settings. Password Protection We recommend that the administrator’s password protection is enabled when you use automatic route selection and toll restriction.
Automatic Route Selection Examples Blocking international calls, with exceptions Leading Digits Action Objective 00 Block Calls International calls are restricted. 00 Hunt Group 81 North American calls are allowed. 08 Hunt Group 81 Redirect calls to mobile operators with access codes 08 to different line, that may be equipped fixed GSM phone services.
Note: If your fax machine is connected to E8 on a TalkSwitch with Unit ID 2, the fax extension number is 128. If you have a dedicated fax line or number, your fax machine should be connected to an extension port on the same TalkSwitch unit where the fax line/number is connected.
Caller ID Information section Last Name/First Name: Enter the first and last name of the person associated with the extension. The last name is required if the person is included in the ‘Dial by Name’ directory listing used by the Auto Attendant. The person using that extension must also record their name for the directory by following the instructions below the name fields. The name entered displays on the Caller ID of other Local Extensions during intercom calls.
the fax goes off hook, TalkSwitch hunts the specified lines for an available line. This feature allows users to avoid dialing extra digits to access a line. Warning: When using Direct Line Access, the telephone company line dial tone is first available when you pick up the handset. The following features are only available from the TalkSwitch internal dial tone: • • • • • • • • • Intercom Calling, Hold Retrieve, Line Hunt Groups, Voicemail Retrieval/Access, Call Pick Up, P.A.
Choose a Remote Extension to configure. You must enter a phone number in order for the extension to be considered active by the system. Last Name/First Name: Enter the first and last name of the person associated to the extension. The last name is required if the person is to be included in the ‘Dial by Name’ directory listing used by the Auto Attendant. The person using that extension must also record their name for the directory following the instructions listed below the name fields.
incoming call has 3-Way Calling/Conference or Transfer service (Centrex/ Plexar). If the line does not have any of these services, the call will be forwarded using the Hunt Group chosen in the “Connect using:” section. If you have a ‘Transfer and clear’ service on your line(s) and want to have TalkSwitch clear lines after forwarding calls to Remote Extensions, you need to enable ‘Clear telephone line after call transferred’ in the Transfer Options page under ‘Options’.
300 for the Sales Department, to ring extensions 111, 112, 113, and 114. Ring Group 301 might be for Technical Support, ringing extensions 115 and 116. Identify types of calls by different ring patterns Example: You are the president of a company and you don’t want to handle calls from the general public, yet you want to be alerted when important colleagues try to contact you.
2.3.3.12 On-hold/Ringback If you wish to have callers listen to music or advertising while they are on hold, enable Music on Hold in this tab. On-Hold Settings There are 3 options for when callers are placed on hold. 1. The default setting is to play ‘double beep’ tones to callers when placed on hold. No additional configuration is required. 2. If you have a music source connected to the MUSIC port, select ‘Play music whose source is connected to the MUSIC port’. 3.
Note: 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. Obtain a 1/8” audio splitter available at most electronics stores. If you are using a.wav file loaded to TalkSwitch, no additional steps are necessary. The music file is copied to all units on the LAN. 2.3.4 Voicemail 2.3.4.1 Local Extension Voicemail This section deals with the internal voicemail system included with TalkSwitch.
Mailbox Option section Play announcement only: If you want to use a local extension mailbox for informational purposes and prevent callers from recording messages, check the ‘Play announcement only’ box. If a caller presses ‘0’: Select what action to take when a caller presses ‘0’ during Mode 1 or Mode 2 while in a voice mailbox. go to voice mailbox Callers are transferred to the specified mailbox. go to local extension Callers are transferred to the specified local extension.
Select Notification Settings to specify how you want TalkSwitch to handle notification calls. Pager: Click the Pager check box if you want to be notified by pager when new messages arrive. Activate the feature and enter the pager number and the numeric message to be displayed on the pager. Configuration Notification Options (button) Define how TalkSwitch dials out of your office when notifying you of a voicemail.
This feature works with FSK MWI message compatible telephone sets. Stuttered dial tone is also provided. 2.3.4.2 Remote Extension Voicemail Remote Extension voicemail is similar to the Local Extension voicemail. Ensure that the remote extension has been enabled so that you can activate its voicemail. Please refer to section 2.3.4.1 for information on the following. If a caller presses ‘0’: Go to voicemail box; Go to local ext.; Go to remote ext.
2.3.4.3 General Voicemail General Voicemail is similar to both Local and Remote Extension Voicemail. These are generic mailboxes used for general purposes like messages for a sales team or a technical support group. Please refer to section 2.3.4.1 for information on the following. If a caller presses ‘0’: Go to voicemail box; Go to local ext.; Go to remote ext.; Go to ring groups; Play announcement only or perform no action.
2.3.4.4 Global Settings Any changes made to Global Settings affect all system voice mailboxes. Global Message Waiting Indicator This option is helpful if you use a limited number of voice mailboxes. When a new message is left in any active voice mailbox, the Power/Data light pulses very slowly to indicate that there is at least one new message in one of the mailboxes. Once all new messages have been heard, this light returns to the solid state (default state).
View Mailbox Data (button) View the details for each voice mailbox and announcement followed by a summary. This tool is useful for managing the voicemail resources of the system. Reset Mailboxes (button) Example: An employee has left the company and all greetings, messages and settings for a particular mailbox have to be reset. If you simply need to delete a password, use the Voicemail Manager located under the Tools menu. 2.3.5 Call Handling 2.3.5.
switched manually or automatically (with Automatic Mode Switching). Name the modes since names are displayed elsewhere in the configuration software whenever Modes are used. Warning: The mode cannot change if you are logged into the configuration tool at the time of the scheduled mode switch. To use the Automatic Mode Switching feature, activate it by clicking ‘Use Automatic Mode Switching’. Set the start times for each mode.
pressing # first. This is useful for providing ‘virtual’ Extensions associated with a mailbox for telecommuters or other part-time staff. You can record or load up to 9 different Auto Attendants with a total combined time of 30 minutes (share with voicemail) or expand memory up to 9 hours using a TalkSwitch Memory card. Note: When two or more units are networked (models with LAN ports only), they share the same 9 Auto Attendants.
Auto Attendant Record message Play message Erase message 1 41 51 041 2 42 52 042 3 43 53 043 4 44 54 044 5 45 55 045 6 46 56 046 7 47 57 047 8 48 58 048 9 49 59 049 Example: 1. From the local extension go off hook and press mode, then dial 4 1 # . # to enter command 2. After the tone, record your Auto Attendant message. Press are done. 3. Press 5 1 # when you # to listen to your recording.
Attendant, use this option to forward calls to a Remote Extension for emergency purposes or direct callers to a voice mailbox. If the caller selects ‘1’, ‘2’, ‘3’, ‘4’ or ‘5’ then: TalkSwitch can perform one of several actions in the table below at the selected Auto Attendant. perform no action If you don’t want to use a particular option, set it to perform no action. go to voice mailbox You can configure any single digit option to send a caller immediately to voicemail. Select the appropriate mailbox.
Note: TalkSwitch waits 1.5 seconds after your caller inputs a digit before following with another digit. If another digit is not received, TalkSwitch follows the action set for the single digit. This allows caller to use ‘1‘ for the auto attendant option and ‘111‘ as an extension number. If a fax call is detected then: If TalkSwitch detects a fax call (identified by the CNG tones emitted from the fax), it can route it to a Local Extension.
If 7 is dialed TalkSwitch uses 7 to precede PBX Extensions of another Centrex or PBX system. If TalkSwitch is not connected to another system, 7 is inactive. If TalkSwitch is connected to another PBX system, see section 2.3.5.4 for more details. If 80 – 88 or 9 is dialed If you press ‘80 – 88 or 9’ at the Auto Attendant, you access DISA if it has been permitted. See section 2.3.6.3 for more details on configuring DISA and section 3.7.1 for details on using DISA.
Erase Instructions (button) Click this button to display a dialog box showing the instructions on how to erase an Auto Attendant using a telephone. It is a good idea to erase unused Auto Attendants. They share the memory with voicemail. Note: With the use of a memory card, you can extend the time for voicemail and Auto Attendant recordings to up to 9 hours. 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.
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 (such as voicemail) can be performed if you select this option. Select the Local Extensions you would like to ring. All activated local extensions ring by default. If you require certain Extensions to ring in a sequence (i.e.
one more ring than the number of rings you select. TalkSwitch uses the first ring to determine the ring type and to support Caller ID information. Remember: Callers are only directed according to settings for an Auto Attendant. Calls do not follow the Call Cascade settings of any of the Local Extensions programmed to ring before the Auto Attendant answers. Adjust Sequence.. (button) This section controls how the Extensions will ring before the Auto Attendant answers the call.
Descriptions for VoIP numbers and Telephone Lines (section 2.3.5.3/4) on the four features below are the same. Ring Extensions only (no Auto Attendant is played), Play Auto Attendant or, Go to Voice Mailbox. and Adjust Sequence... (button) 2.3.5.5 Local Extensions — Call Cascade This section configures 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.
If a call is manually transferred to a Local Extension that is busy, TalkSwitch follows the Call Cascade options for that extension. There are 4 different ‘Call Cascade’ situations for Local Extensions. 1. 2. 3. 4. Busy (at extension); No answer (at extension); Answer (at extension, routing when a call is rejected) and Do not Disturb (when turned on at an extension).
2. No Answer tab — routing options if this extension is not answered after x 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. Answered tab — routing options when this extension answers or ‘rejects’ a screened call Select ‘play caller’s name first’ to prompt callers who choose this extension at the Auto Attendant, to record their name.
Note: In the Cascade sequence, only choosing an extension (Local, Remote or Ring Group) allows you to choose an option in the next selection. Any other selection is considered an end-of-call option. Note that the last selection in the Cascade sequence only allows the choice of an ‘end-of-call’ option. This is done so there is no chance of a caller being “looped” within the system. 2.3.5.
1. Busy tab — routing options when this extension is busy Cascade options for forwarding calls: • go to voice mailbox, • go to local ext., • go to remote ext., • go to ring group, • play announcement, • go to auto attendant, • play busy tone (example, if a fax machine is at the extension), • hang up. For more information on these features, see Chapter 3: Using TalkSwitch. 2.
Note: If a call is forwarded to a Remote Extension from a Call Cascade sequence and has ‘play caller’s name first’ or ‘play accept/reject prompt’ enabled, the Remote Extension hears “This is Call Cascade...” instead of “This is Call Forward...”. This indicates to you that the call is rejected and sends the caller to the next Call Cascade option of the extension that forwarded the call and not follow the Remote Extension’s ‘Answer at ext.’ Call Cascade options. 2.3.5.
• • • • • • • go to remote ext., go to ring group, play announcement, go to auto attendant, queue at ring group, play busy tone (example, if a fax machine is at the extension), hang up. For more information on these features, see Chapter 3: Using TalkSwitch. 2. No Answer tab — routing options if this extension is not answered after x rings Select the number of rings and select one of the actions.
PBX Fraud (unauthorized use of the PBX and access to outgoing telephone lines): We recommend that you change Administrator, DISA and Call Back passwords frequently. You can make a direct call to TalkSwitch, activate Call Bridge and enter the telephone number you want to dial. TalkSwitch dials the number from your office telephone or VoIP numbers and connects the two calls together (the call you made to TalkSwitch and the call TalkSwitch made from your office to the dialed party).
important to remember that a small initial long distance charge is incurred at your current location when you activate Prompted Call Back. Note: Prompted Call Back is not activated in the TalkSwitch configuration by default. You need to activate Prompted Call Back before you can use the feature. The Call Back out of the system to the number programmed always uses the same line that was dialed. 2.3.6.
*70,1010555,, This corresponds to * 70 for disabling the Call Waiting feature, a 2 second pause to wait for the new dial tone, 1010555 for the long distance prefix, and a 4 second pause to wait for the new dial tone before dialing the long distance phone number. Number used to trigger Auto Call Back: Select the line/phone number that you dial when out of the office to trigger Auto Call Back. TalkSwitch initiates the Call Back using the same line you initially called.
Note: There are 4 Auto Call Back accounts per TalkSwitch unit. If you need to record an Announced Message for a particular Auto Call Back account, it must be on the same TalkSwitch unit as the account. Note: 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 and you can configure Call Back by pressing 6.
Number to call back: Enter this phone number exactly as you would normally dial the number from this line (do not enter a Line Hunt Group in the dialing string). TalkSwitch calls back from the same line the call originated. Note: When you access Prompted Call Back from out of the office, you may change this number before initiating a Prompted Call Back. The benefit of Prompted Call Back is that you do not need to preset the number before you leave the office.
Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the Prompted Call Back Announced Message: 1. Press # to enter command mode. Enter the password if required. 2. Enter the appropriate command as listed below. After each command, press # to confirm the entry. To record message: 65 To playback message: 75 Allow DISA (Call Bridge): To allow DISA (Call Bridge) when a Call Back is accepted, check the Allow Call Bridge box.
2. At the Auto Attendant message, dial the Hunt Group for which you have the account password (9 is default). You are prompted for the password. 3. Dial the password and press # to access a TalkSwitch telephone line. 4. At this point, you can dial a number the same way as from the office. Each TalkSwitch unit has four password activated Call Bridge accounts. Each account can be configured to allow access to certain Hunt Group(s) when using Call Bridge.
Line Controls If you need to adjust the volume of conversations through the system, you can adjust each line individually. The default settings compensate for loss created by TalkSwitch and a portion of the loss created by your lines. We recommend that you adjust the level for each line separately, as the characteristics of each line may vary. These controls only affect the volume heard by the caller. To calibrate the lines once a line is added or changed, click the ‘Calibrate Lines’ button.
Using these codecs can cause one side of the call to sound ‘choppy’ because the broadband connection cannot handle the required bandwidth. Voice Activity Detection (VAD): A typical voice conversation may contain 35-50 percent silence. If customers need to conserve bandwidth, we recommend to enable VAD. When VAD is enabled, voice packets are suppressed during silence (i.e. an extension is on hold or there is no talking from the extension side of the conversation). 2.3.7.
Transferring from a Home phone You can transfer a call from a phone connected in parallel to one of the incoming TalkSwitch lines (for example, your home phone if you have a home-based business) to a Local or Remote Extension, Extension Ring Group, an Announcement, or a Voicemail box. This section allows you to choose which transfer prefix you would like to use to perform the action. The transfer prefix ‘wakes up’ TalkSwitch and is considered the equivalent of the Recall or Link action at a Local Extension.
Caller in queue reminder When a caller is in queue at an extension already in use, a reminder tone plays at the extension to let them know they have a caller in their queue. This option allows you to turn off this function. Call Back ring return You can adjust the number of rings during a Call Back session before TalkSwitch disengages the Call Back (i.e. hangs up). Depending on the situation, you may want to give yourself more time to pick up and accept the Call Back by increasing the number of rings.
Setting up TalkSwitch behind an existing PBX 1. Connect the PBX extension to one of TalkSwitch’s Line ports. 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 TalkSwitch’s Auto Attendants to answer after x rings (answer immediately is used most commonly). 4. Record your Auto Attendants.
Internal Caller ID options TalkSwitch can generate name and number Caller ID to each extension during intercom calls. If your Caller ID unit/telephone does not support the name option, choose to have TalkSwitch send the number only. Audio Output Options TalkSwitch can output different audio to the PA port. The default setting is to play only PA announcements through the PA port by dialing * 0 from any extension.
set the normal setting for the country or telephone company. It is recommended that extension telephone sets with Recall, R, or Flash buttons are used, to ensure the correct signal duration is sent. Do to mix telephone sets on the same system with different settings for Recall or Flash. Accepted Recall (Flash) length settings will set the minimum and maximum duration accepted from an extension.
Auto Attendant Adjustments Since TalkSwitch allows callers to dial 100, 200, 300 series extensions and 400 series mailboxes and allows fall-through options for the single digits 1, 2, 3, 4 and 5 at the Auto Attendant, there needs to be a time limit on how long after the first digit is pressed TalkSwitch waits for another digit before following the single digit option. There are 3 ways to make use of this control. Be careful not to isolate your callers from having both choices as listed in (1). 1.
Line CPC/Disconnect Clear This parameter controls when the system assumes a call on a telephone line has been cleared from the network, by detecting a disconnection of the telephone line. It is set to a default value based on Location. Some telephone companies use a specific timed disconnect signal (K-Clear) to indicate when a call has been released. In other cases it is set to a value to release the call if the line is no longer connected to the network.
VoIP Ports SIP Signalling Port: The default SIP 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 (i.e. 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 USING TALKSW 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 and helps to improve your corporate image. Once it has been configured and its messages have been recorded, the Auto Attendant takes care of the rest. It will follow the instructions it was given in the configuration.
see section 2.3.5. Once calls have been answered at a Local Extension, they can be transferred to any extension or voice mailbox. See section 2.2.4 for more details. 3.2 IN THE OFFICE — MAKING AND RECEIVING CALLS 3.2.
Call Pick Up To intercept a call that is ringing on any other Local Extension before or after the Auto Attendant has engaged, pick up your handset. At the TalkSwitch internal dial tone, dial * 9. This routes the call to your Local Extension. To answer a call ringing specifically at another extension before or after the Auto Attendant has answered, dial * 7 and the extension number (i.e. * 7112 to pick up a call ringing at extension 112).
Note: The option can be altered in the Transfer Options section under the Options folder. To announce calls before transferring (Screened Transfer), put the caller on hold and dial the appropriate extension number. If the person at the receiving extension answers and wishes to take the call, hang up or dial ‘recall’ ‘4’ to complete the transfer and get an internal dial tone. The caller is immediately taken off hold and connected to the receiving extension.
3.2.5.2 Parking a caller using Auto Park To place a caller in the next available Park Orbit, press ‘recall’ and You hear a confirmation that indicates the caller has been parked successfully and into which Park Orbit. 3.2.5.3 * 510. Retrieving a parked call Once the caller is parked, retrieve the caller at another Local Extension by pressing * * and the appropriate Park Orbit. If Direct Line Access is enabled at the extension, you must press ‘recall’ first.
If the call came from the Auto Attendant and the extension has no voice mailbox: “The extension you have reached is currently busy. If you wish to continue holding, please remain on the line and to return to the main menu, press * .” If the call was transferred from another extension and the extension has a voice mailbox, but 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.
that provides the option to accept the queued call (press # ) or leave the caller in the queue (press * ) and return to the dial tone to make a new call. 3.2.7 Using the TalkSwitch Call Waiting feature The Call Waiting feature is activated as a ‘busy’ option at the Call Cascade routing for any local extension. When it is activated and the dialed extension is in use, the caller hears ringing or music depending on the Music on hold settings. The person at the extension hears the following: 1.
1. Establish a call with an outside party. 2. Place the outside caller on hold and dial the number of the other outside party. If you don’t have ‘Direct Line Access’ enabled at your extension, dial ‘9’ or another Hunt Group before dialing the second phone number. 3. When the call is answered, press ‘recall’ ‘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.
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). TalkSwitch automatically finds an available VoIP number and connects to the Miami location. The TalkSwitch at the Miami location handles the call according to the configuration in the Call Handling section for the voip numbers. 3.2.
When a phone in parallel with TalkSwitch is off-hook, you notice that the corresponding line light flickers to indicate the line is busy. TalkSwitch does not allow extensions to interfere on a call that has the line in use. Note: You can change the Transfer Prefix to * # instead of * * if the default prefix conflicts with another device or service. To change the Transfer Prefix, open the Configuration software and change the setting in the Options -> Transfer Options window. 3.2.
3.3 OUT OF THE OFFICE — RECEIVING CALLS THROUGH CALL FORWARDING 3.3.1 The three ways to forward calls 1. Automatic call forwarding The Auto Attendant can automatically forward office calls to your call forwarding telephone number(s) (Remote Extensions). Use the Auto Attendant message to prompt callers to select your Remote Extension number(s). (e.g. “To speak to John Doe, press 211.”) 2.
If the system is configured in the Transfer Options section to allow calls screening, you dial * * 4 to complete a transfer or * * 5 to cancel the transfer and return to the caller. 3.3.3 Screening options for forwarded calls The screening options for Call Forwarding are configured in the TalkSwitch software using the Call Cascade’s ‘Answer at ext.’ options available in the ‘Remote Extension’ window. See section 2.3.3.10.
3.3.4 Calls over VoIP with SIP phones and Gateways If teleworkers are connected to the system via a certified compatible SIP device (i.e. gateway or SIP phone), there are several ways for that teleworker to interact with TalkSwitch. Making calls Once the phone or gateway is registered with the TalkSwitch SIP server, calls can be made as follows: 1. At dial tone, dial a phone number associated to any of the other locations. 2.
3.4.1 Activating voicemail boxes Activate Voice mailboxes in the TalkSwitch configuration software. There are three series of Voice mailboxes that you can activate in the Voicemail section of the configuration. 1. Local Extension mailboxes These mailboxes are generally associated with the Local Extensions. All Local Extensions are activated with a respective mailbox by default. 2. Remote Extension mailboxes The Remote mailboxes are associated with the Remote Extensions.
Local extensions can transfer employees to access voicemail by pressing ‘recall’, then pressing * * and entering the mailbox number. If Direct Line Access is enabled, be sure to press ‘recall’ before trying to access your mailbox. Note: If you have a line configured to go straight to voicemail, dial ‘8’ during the greeting to access messages from outside phones.
Dial * : Dial # : Back up one level Skip to next message – This leaves new messages as new. Change greeting options (press 2) This allows you to record a new personal voicemail greeting. The default greeting is: “The extension you have reached is unavailable at this time. Please leave a message after the tone”.
If you use Remote Phone Notification, you have the option to accept or reject the notification call when you answer. To listen to messages, press # . To postpone listening to messages, press * . For details on configuring Pager and Remote Phone Notification, please see section 3.4. 3.5 MUSIC ON HOLD TalkSwitch can play music to callers when they are on hold, parked or queued. The music played to the callers is provided by the source you have connected to the MUSIC port or from a .
At the Local Extension dial tone or at the Auto Attendant, dial # to enter command mode and enter a password (if required). Dial any of the following Quick Commands and press the # sign. Activate Mode 1: 31 Activate Mode 2: 32 Check Current Mode: 30 Automatic Mode Switching using the Time Scheduler Use the configuration software to activate TalkSwitch’s Time Scheduler feature.
a) Make another call Press # # . TalkSwitch disconnects you from the call in progress. You can dial another number or redial the same number. b) Activate the Auto Attendant Press # * . TalkSwitch ends the DISA session and activates the Auto Attendant. Once the Auto Attendant message begins playing, you have the following options: • Dial # (and enter a password if applicable) to enter Command Mode. • Dial ‘6’ to change/enter Call Back settings.
Activate Call Back There are two ways to activate Call Back. 1. Using ‘Prompted Call Back’ Activation: From your out-of-office location, dial a TalkSwitch telephone number. Let the line ring until the Auto Attendant answers your call and then dial ‘6’ on the telephone keypad. If you have enabled password protection you are asked to supply your password. TalkSwitch then offers a series of prompts.
3.8 UPGRADING THE TALKSWITCH SOFTWARE AND FIRMWARE We are continually looking for ways to enhance your communications capabilities. When new features are added, we want TalkSwitch users to have immediate access to the update. TalkSwitch supports firmware updates for adding new features. You can easily update your TalkSwitch. Visit our website at http://global.talkswitch.com.
The TalkSwitch firmware version number of each unit is in the System information window. In the TalkSwitch Configuration start window, click the link ‘View System Information’. Step #2 — Download new software and firmware When you select and click on the appropriate version for download, a screen displays asking you what you would like to name the file you are about to download and in where (folder/directory) you would like to save it. We suggest leaving the file name as it is (e.g. install.
Note: If you have two or more units networked and are running 3.22 firmware, TalkSwitch automatically copies the files to the other units on the LAN for update. Updating units remotely over IP is also supported with release 3.21. Units do not operate properly if they are networked together with mismatched firmware versions. To confirm all units are properly loaded, select ‘View Details’ on the ‘About TalkSwitch’ page in the configuration software. See below.
CHAPTER 4 CA LL DE TA IL RE CO RD LO GG I NG ( CD R ) This chapter covers the setup and retrieval of records generated by calls through the TalkSwitch phone system. 4.1 ENABLING CALL DETAIL RECORD (CDR) LOGGING TalkSwitch can report the CDRs in “real-time” to a computer connected to the unit’s serial port, or log the CDRs in a file on the unit itself. 1. Connect TalkSwitch to your computer and open the TalkSwitch Configuration software. 2. Click the Tools menu -> Call Logging Output. 3.
When storing the CDR to a file on TalkSwitch, approximately 6000 records are stored in a circular buffer. This means that sometime after 6000 records, the oldest records will be deleted as new ones are created. This amounts to 6000 records cover anywhere from a couple of days on a very busy system to over a month on systems that have less traffic. When the CDR data is streaming real-time out of the Serial port, no file is generated on TalkSwitch, therefore, there is no buffer limit.
3. Click on the link for Call Detail Record (CDR) Management. 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. Once the CDR file has been downloaded, you can clear the buffer/file by selecting the link under Clear CDR. The link will take you to a confirmation page. Select Yes to proceed. To cancel, select No.
4.2.2 Serial Interface — Real Time to Serial Interface In order to capture the data in a real time environment you must have a PC 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.
4. Set the bits per second to 57600. All other values may be left at their defaults, then click OK. 5. Click on Transfer -> Capture Text... 6. Select the appropriate directory and filename to save the data. Click Start. Note: It is recommended to stop the capturing of text periodically and restart saving it to a new file. This allows easier viewing and analyzing of information. 4.3 ANALYZING THE DATA The data can be viewed either through the web interface or downloaded and opened into a spreadsheet (e.g.
Example: Type Log# Event Date Time Duration Conn. Phone Nr. Caller ID Name Line Account Nr.
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.
CHAPTER 5 VO I P I N FOR M A TI O N 5.1 INTRODUCTION TO VOIP The TalkSwitch with VoIP lines is a hybrid PSTN/VoIP phone system. The addition of VoIP to the TalkSwitch product line adds the ability to use a broadband IP connection for voice calls. The VoIP enabled TalkSwitch can be used in many different applications. The most popular configurations are multi-branch, teleworker integration and service provider integration. 5.2 OPTIMIZING YOUR IP NETWORK FOR VOIP 5.2.
Example: If you have a 1Mbps ADSL connection from your service provider, it usually means you have an upstream bandwidth of approximately 380 Kbps. Just because the service provider says that you have 380 Kbps upstream bandwidth does not mean that the full 380 Kbps is available at all times. In fact, a conservative approach is to estimate about half of the upstream bandwidth as being available. In this case, you could safely support 2 simultaneous G.711 calls or 4 simultaneous G.
5.2.3 The Local Area Network To share voice and data properly, your network requires an Ethernet switch. A switch isolates the Ethernet ports from each other and only allows traffic intended for the device connected to that port to ensure that data traffic doesn’t compete with voice traffic. A router is required to separate voice and data traffic (different subnets) successfully.
2. Choose the right CODEC for your location TalkSwitch supports 3 CODECs (compression algorithms). The default CODEC is G.729 using approximately 25 Kbps bandwidth upstream and 25Kbps bandwidth downstream for each call. G.729 provides very good call quality while minimizing bandwidth usage. The G.726 (32Kbps) CODEC is a better quality solution compared to the G.729 CODEC. However, it requires more bandwidth per call. A G.
What is SIP? The Session Initiation Protocol (SIP) is a signalling protocol used for establishing sessions in an IP network. A session could be a simple two-way telephone call or it could be a collaborative multi-media conference session. Over the last couple of years, the Voice over IP community has adopted SIP as its protocol of choice for signalling.
usually in the range 192.168.x.x, 172.16.x.x or 10.x.x.x. These IP addresses are used where you have multiple computers all sharing the same Internet connection. To access the Internet, a computer or VoIP device must have an IP address. So what do you do if your ISP (Internet Service Provider) has provided you with only 1 IP address but you have more than 1 device that requires Internet access? The solution is to give each of the devices on the LAN a Private IP Address.
When deploying VoIP devices, it’s best to have a Static Public IP Address as this prevents destinations from becoming unreachable for periods of time when the IP address changes. But since this can be an expensive option, the VoIP enabled TalkSwitch supports the ability to handle Dynamic Public IP addresses for the Internet connection.
even if your IP address changes. For example, www.dyndns.org or hn.org or www.no-ip.com. You should consult with them about how to use their service. The basic idea is that you will receive an address like myname.homeip.net which points to your IP address (i.e. 209.210.230.140). This is important for locations where the SIP Server resides and where the public IP address is dynamic. All other locations will point to this SIP Server’s domain instead of an IP address.
APPENDIX A HELP AND TROUBLES HOOTING If you are having problems with the configuration or operation of TalkSwitch, please check this section. If you don’t find the solution to your problem here, try checking the FAQ section located in the Support area at our website: http://global.talkswitch.com. If you cannot resolve your problem and require further assistance, you can do one of the following: 1. Contact your TalkSwitch dealer. 2.
Troubleshooting This section of the manual is designed to help you quickly resolve problems with TalkSwitch. The problems are organized in the following manner. 1. Problems that can occur when installing the configuration software. 2. Problems that can occur during Configuration; 3. Problems that can occur while using TalkSwitch; 4. Problems that can occur with 2 or more networked units . Before examining the problems, review these common installation checks. 1.
Line 2 and 3 lights flashing simultaneously: There is a file system error. To fix the problem, reboot TalkSwitch. It will do a file system check and fix any problems encountered. If this does not resolve the problem, contact your TalkSwitch dealer. Line 1 and 4 lights flashing simultaneously: There is a voice mailbox error. To fix the problem, reboot TalkSwitch. It will do a file system check and fix any problems encountered. Line 3 and 4 lights flashing simultaneously: Firmware not loaded or corrupted.
Problem: I am unable to configure TalkSwitch using a touch-tone phone and the Keypad Commands. Solution: Try the following solutions, in order, until the problem is resolved. • TalkSwitch cannot be configured using a phone that is sharing a line with it. • If you are trying to configure TalkSwitch using an Out-of-Office phone, • • you must first enter Command Mode. Dial # at the auto attendant If you have enabled password protection, you must also first enter the correct password.
Problem: The Auto Attendant answers calls before any of the extensions ring. This is a problem for those TalkSwitch users who wish to have their Local Extensions ring before the Auto Attendant picks up incoming calls. • Check the ‘Extensions to ring’ column in the Telephone Lines tab in the ‘Call Handling’ folder. The number of rings may be set too low. Problem: The Auto Attendant is transferring calls to the wrong extension. • Verify the extension ports your devices (phones, faxes) are attached to.
Call Routing with Local Extensions and Home Phones (Transfer and Intercom): Problem: Callers are disconnected when transferring calls from one extension to another. • It is possible that if you are using the hookswitch to put callers on hold rather than a Recall button, you may be holding the hookswitch down too long, and, as a result, are actually hanging up on the caller. Problem: I can’t use my Conference/3-Way Calling feature from the phone company.
• Many fax machines/modems will ‘time out’ or disconnect after 25 • seconds, on average, if they have not connected with another fax machine/modem. If you are using the ‘User does not make a selection’ option to route incoming faxes, the fax call may ‘time out’ before it reaches your fax extension. If your Auto Attendant is lengthy, you may want to shorten it or use another fax routing option. The level of the Auto Attendant is too loud and as a result is overpowering the CNG tone, affecting detection.
Problem: When I try to access voicemail, I hear a busy tone. • Check your ‘Direct Line Access’ settings on the Local Extensions screen under ‘System Information’ of the configuration software. If a Local Extension has been given ‘Direct Access’ to your telephone lines, you must first press Recall before dialing the mailbox. The same applies for dialing other extensions to initiate intercom calls. Problems that may occur with 2 or more TalkSwitch units connected to the same LAN.
Example: You have 2 TalkSwitch units, 6 lines and 12 employees. The 6 lines have the Hunt/Rollover service from the phone company. Suggested setup: Plug the 4 highest traffic lines into unit 1. Also connect the 8 highest phone usage employee extensions to unit 1. Next, connect the remaining lines and extensions to unit 2. Make sure you leave the ‘Hunt lines on same unit first’ option enabled in the Line Hunt Group section of the software.
Problem: When I call someone or they call me, voice is only heard in one direction • The cause of this problem is usually a result of a router being misconfigured with respect to port mappings. Ensure all required VoIP ports are mapped to your TalkSwitch unit. Also, ensure you use a static private IP address when connected to your router as this can also affect port mappings from the firewall/router. For more VoIP information, see Chapter 5: VoIP Information.
APPENDIX B USING TALKSW ITCH WITH TE L E P H O N E COM P A NY CA LL I NG S E R VI CE S The TalkSwitch is compatible with some calling services offered by your local telephone company. Use of telephone company services may require subscription; and some services may not be available – please consult your local telephone service provider for details. Caller Display: (Also known as: “Caller Identity”, “Identicall”, …) Caller Display provides the caller’s telephone number and name.
fax distinctive ring is detected the system can be configured to route the call to an extension dedicated to a fax machine. Note if distinctive ring is present on an incoming call, but not activated in the line configuration it will be subject the same call handling as the telephone line’s primary number. Note that some telephone companies may assign different uses to distinctive ringing patterns, such as signalling a Call Back.
Centrex Transfer This is a Centrex service offered by a few telephone companies, whereby on releasing a three-way call the other two parties continue to be connected. If available this feature can be used with the “Same Line Connect” feature of TalkSwitch. Application Notes – Telephone Company Services Remote Extensions – TalkSwitch Remote Extension feature is designed to work with major local telephone and mobile service providers.
APPENDIX C QU I CK COM M A N D S A N D TO U CH -TON E FUN C TIO NS These Touch-Tone Quick Commands can be dialed from a Local Extension or an outside telephone at the Auto Attendant. To enter Command mode, dial # at a Local Extension or at the Auto Attendant. If you are requested to enter a password, enter the Administrator password. Next, enter any command followed by the # sign.
2xx 980 1 2xx 9 1xx 61 1xx 60 Enter Remote ext. (2xx) Turn on “Same Line Connect” Enter Remote ext. (2xx) “Connect using:” Hunt Group (Hunt Group = 9, 81-88) Enable ‘Do not Disturb’ at the Local Extension Disable ‘Do not Disturb’ at the Local Extension Touch-tone features dialed from a Local Extension Command Function performed Notes 1x1-1x8 Intercoms a Local Extension x represents the Unit ID 2x1-2x8 Dials a Remote Extension (associated with an external phone number).
* * * 1x1-1x8 2x1-2x8 4x0-4x9 Dials into a local ext. voice mailbox. Dials into a remote ext. voice mailbox. Dials into a general ext. voice mailbox. To transfer a caller to a mailbox, press ‘recall’ to place a call on hold, then * 1x1-1x8, * 2x12x8, or * 4x0-4x9 and hang up. x represents the unit ID * * * * * * * * 1x1-1x8 2x1-2x8 4x0-4x9 # 4 * 0 5 Internal voicemail retrieval/access. * * # accesses the mailbox associated to that extension. To retrieve voicemail.
6 * * 60 61/62 Conference Call for 3 parties Toggles ‘Do Not Disturb’ at the current extension. Enables/Disables ‘Do Not Disturb’ at the current extension. Press ‘recall’ to put the first caller on hold, dial another extension or external number, then press ‘recall’ 6. User will hear confirmation. Reminder is played every time the extension is picked up when enabled.
Note: If you have Direct Line Access enabled at your Local Extension, then you must first press ‘recall’ before using most of the functions listed. Touch-tone features dialed at the Auto Attendant message from outside phones Digit dialed Function performed 0 User Defined — An Extension, Ring Group, Auto Attendant, Voice mailbox, Announcement or perform no action. 1x1-1x4 1x1-1x8 Dials Local Extensions. x represents the Unit ID number.
1x1-1x8 2x1-2x8 4x0-4x9 4x0-4x9 * * * Enter Internal voicemail to leave a message or listen to an announcement. If you press 8 during the greeting, you can access messages. x represents the Unit ID number. Callers can directly also dial 400 series mailboxes. * * * * * * 146 1x1-1x8 2x1-2x8 4x0-4x9 Internal voicemail retrieval/access. x represents the Unit ID number.
APPENDIX D RE GU LA TOR Y I N FO R M A TIO N Product Regulatory Information TalkSwitch complies with: • EN 60950-1:2001 “Information Technology Equipment - Safety”.
TalkSwitch models are intended for use in the following countries: Product Suffix Intended Markets -UK Great Britain and Northern Ireland [GB], and the Republic of Ireland [EI] For Declaration of Conformity please contact local distributor (see: http://global.talkswitch.com) Disposal At the end of the product’s life, please ensure disposal is in compliance with local regulations for electrical and electronic waste.
APPENDIX E TA L KSW ITCH ONE-YEAR WA RRANTY TalkSwitch Limited Warranty TalkSwitch, a division of Centrepoint Technologies (“TalkSwitch”) warrants to the original end-user customer (“Customer”) that each new TalkSwitch product shall be substantially free from defects in materials and workmanship under normal use for a period of one (1) year from the date of the original purchase (proof of purchase required).
REPRESENTATIONS OR CONDITIONS WHETHER EXPRESSED OR IMPLIED, WRITTEN OR ORAL, ARISING BY STATUTE, OPERATION OF LAW, COURSE OF DEALING, USAGE OF TRADE OR OTHERWISE, WITH RESPECT TO THE PRODUCT. TALKSWITCH SPECIFICALLY DISCLAIMS ANY IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, SATISFACTORY QUALITY, DURABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
APPENDIX F SPE CI F I CA T I O NS PSTN Analogue Telephone Line Interface: Line Type Loop Start Line Impedance BT SIN 315 for Terminal Impedance [UK] ETSI TBR21 [Ireland] (options for 600 ohms, 900 ohms and TBR 21) Ringing Detection 25 Hz Connector Type RJ-11 (2 wire telephone cable with BT style plug provided for use in UK) Caller ID Support All Lines Caller ID Alert LR+DT-AS and RP-AS Caller ID data V.
Supervisory Signaling Loop Calling Recall Yes Timed Break Recall Caller ID Support all extensions Caller ID Alert LR+DT-AS [UK] RP-AS [Ireland] Caller ID data V.23 Message Waiting Indicator MWI message & stutter dial tone System PSTN Analogue Telephone Lines: 4 (models with LAN port), 2 (models without LAN port) Extensions 8 (models with LAN port), 4 (models without LAN port) Serial Port RS 232, 9 pin USB Port USB 1.
APPENDIX G TA L KSW ITCH A N D POW E R I N TE RR U P TI O NS TalkSwitch settings and configurations: In the event of a power failure, your TalkSwitch settings and configurations will not be lost. TalkSwitch’s feature settings (configuration) are stored in an EEPROM. An EEPROM is a form of non-volatile memory. Non-volatile memory means that your feature settings (configurations) remain in TalkSwitch’s memory despite interruptions in the power supply.
To check the current mode of operation, dial # at a Local Extension to enter command mode, then enter a password if required. Next, dial 30 then # . TalkSwitch will report the current mode.
APPENDIX H CO PY R I G H T A N D L I CE NSI NG N O TI CES 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 © 1991-2, 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.
GL OSSA R Y * (Star/Asterisk Sign) The character on the bottom left of your touch-tone telephone keypad. # (Hash Sign) The character on the bottom right of your touch-tone telephone keypad. It is also commonly called the number sign. 3-Way Calling/Conference A service provided by telephone companies which allows you to connect parties on three different telephone lines together for one conversation. 3-Way Conference Call Connecting three parties together for one telephone conversation.
Busy Tone Tone used to indicate that the called party is busy. Call Back A TalkSwitch feature which, once activated, instructs TalkSwitch to call you back at a preset Out-of-Office telephone number. You can then access TalkSwitch’s DISA — Direct Inward System Access feature. TalkSwitch offers two ways to activate Call Back — Prompted and Auto. Call Forward A TalkSwitch feature which forwards calls to one of 8 or more Remote Extensions.
center, accepting incoming calls and routing them to the appropriate device or person. Today’s CTI systems, like TalkSwitch, are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages. Conference Call Connecting three or more parties together for one conversation. Configuration The way a system is setup. For TalkSwitch the configuration is the collection of values or options you have chosen for each of TalkSwitch’s features.
reach the same telephone line — such as a second number for a fax machine. Each Distinctive Ring number has a different ringing cadence. The TalkSwitch can detect one, two, and three ring bursts per ringing cycle, and provide different call handling to incoming calls with each of these Distinctive Ringing cadences. Driver A program that controls a device. Every device, whether it is a printer, disk drive, or keyboard, must have a driver program.
Keypad (Telephone) The push buttons on a telephone. Key Telephone System With Key Telephone Systems, access to telephone lines and calling features is controlled internally within each telephone unit. Users can gain direct access to telephone lines, etc. by pressing a key (or button) on their telephone. LED Light Emitting Diode. An electronic device that lights up when electricity is passed through it. LEDs are used in displays on electronic devices such as computers.
using a telephone Keypad and for callers being put ‘on hold’. Recall Button Timed break recall, used to activate features Remote Extension A telephone or mobile number on the public network, that is setup as a virtual extension of the TalkSwitch. The Remote extension is assigned an extension number and provided with a voicemail box.
SIP Session Initiation Protocol (SIP). Developed by the Internet Engineering Task Force (IETF), this is a signaling protocol designed to be much more simple and flexible than the H.323 protocol. SIP uses the existing Internet and HTML structures to provide VoIP transmissions. In addition, SIP is more scalable, allowing applications to grow in scope without any concern for the existing architecture.
TalkSwitch’s Remote Extensions are virtual extensions. Voicemail (Call Answer) A service provided by TalkSwitch or telephone companies which gives callers the opportunity to leave a message when your extension or telephone line is busy or unanswered. VoIP Voice over IP is a term used to describe the technology of taking voice and then applying algorithms to digitize, compress and carry the data over an IP connection.
