TALKSWITCH USER GUIDE TALKSWITCH VS MODELS RELEASE 4.10 C T.T S 0 0 5 .
Copyright Information TalkSwitch Copyright 2007 — 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? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Single unit installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Networked units installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VoIP installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connecting devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.1 Connecting incoming telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . 15 1.9.2 Connecting local extension telephones and other devices . . . . . . . . . 16 1.9.2.1 Connecting a regular single-line telephone . . . . . . . . . . . . . . 16 1.9.2.2 Connecting a regular dual-line telephone . . . . . . . . . . . . . . . 17 1.9.2.3 Connecting an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 1.9.2.4 Attach an internal or an external modem . . . . . . . . . . . . . . .
2.2.6.3 Automatic fax detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Remote extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Extension ring groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 On-Hold/Ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 2.2.10.
2.7.2 Enabling Add-ons using an Activation Key . . . . . . . . . . . . . . . . . . . . . 122 2.7.2.1 Step 1: Obtaining a License Code . . . . . . . . . . . . . . . . . . . . 122 2.7.2.2 Step 2: Obtaining the TalkSwitch System ID . . . . . . . . . . . 122 2.7.2.3 Step 3: Activating the Licensed Add-on . . . . . . . . . . . . . . . 123 CHAPTER 3: USING TALKSWITCH 3.1 In the Office — Receiving calls with or without the auto attendant . . . . . . . 125 3.1.1 Receiving calls using the auto attendant . . . . . .
3.4 3.5 3.6 3.7 Making and receiving calls using VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Using phones connected in parallel to TalkSwitch . . . . . . . . . . . . . . . . . . . . 141 Modems and telephone line access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Out of the Office — Receiving calls with call forwarding (analog and IP) . . . 143 3.7.1 Three ways to forward calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 3.7.
5.4.2.1 TalkSwitch Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 5.4.2.2 Service Provider profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 5.4.3 VoIP Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 5.4.3.1 Assign VoIP phone numbers . . . . . . . . . . . . . . . . . . . . . . . . 177 5.4.3.2 Configure call handling for VoIP numbers . . . . . . . . . . . . . 178 5.4.3.3 Assign service provider phone numbers . .
PRE FA CE Thank you for purchasing the TalkSwitch phone system. Please read this section before you start installing the product. 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.
• Connecting TalkSwitch to network equipment such as routers, switches or hubs with a connection to the Internet, as well as configuring firewalls, computers and TalkSwitch for networked use internally and with Internet. If your organization does not have someone with this IT skill set, we recommend the use of an outside IT technician.
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 dropdown lists and on the left navigation section.
CHAPTER 1 Ch a pte r 1 : Ta l k Sw i tch I ns ta lla ti o n TA L K SW I TCH I NSTA LL A TI O N 1.1 TALKSWITCH PACKAGE CONTENTS TalkSwitch units ship with everything you need to get started. A power adapter, cables, a software CD and documentation comes with every unit. Refer to the Start Guide included with the unit to verify you have everything you need. For users with VoIP enabled units, the package also contains a VoIP Network Configuration Guide.
1.3 UNIT FRONT PANEL The front panel consists of a power button and five lights indicating the usage of the incoming telephone lines with different states of illumination. Figure 1: Front panel lights Light State Line 1/Line 2 on Power/Data Description Line 1/Line 2 is currently in use. flickering Line 1/Line 2 is ringing. pulsing slowly Line 1/Line 2 caller is on hold. quick pulse Line 1/Line 2 is engaged by a device that is sharing the line with TalkSwitch. on TalkSwitch is powered on.
1.4 UNIT BACK PANEL Figure 2: TalkSwitch 240vs and 244vs Figure 3: TalkSwitch 280vs and 284vs Figure 4: TalkSwitch 480vs and 484vs The PF box between E4 and L1/L2 represents power failure support. In the event of a power failure or loss of power to TalkSwitch, extension port E4 is able to receive and make calls on Line 1. Ports Purpose MUSIC 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 1.9.
Ports Purpose LAN The LAN connector is an RJ-45 port used for connection to a PC, connection of IP phones, connection of VoIP lines, and unit-unit networking. For more information, see 1.8.1 Ethernet connection on page 10, 1.9.2.3 Connecting an IP phone on page 18, 1.10 Networking TalkSwitch units on a LAN on page 21 and VoIP Information on page 161. There are 3 green LEDs on the right of the LAN port.
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. Reconnect the USB cable to TalkSwitch after the configuration software is installed. 1. Turn on your computer and insert the TalkSwitch CD into your CD drive. The install program starts automatically. 2. Click NEXT and follow the instructions.
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 4.10. The TalkSwitch configuration software must be closed in order to install the update. Figure 5: Check for updates Alternatively, you can check the versions 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 1.14 What the flashing lights mean on page 28.
• A receptionist can manually transfer calls to local extensions or voicemail. • Every local extension will have a voice mailbox. Recommendation: To minimize the disruption time of your incoming telephone lines during the system setup, we recommend that you configure the unit before you connect all your phones and incoming telephone lines to TalkSwitch. For more information, see Chapter 2: starting on page 31. 1.
Recommendation: Surge protection devices are recommended to protect TalkSwitch is areas subject to lightning or power surges. Please consult your reseller for recommended surge protection devices. Wiring Make the most of your phone system with optimal home/office wiring. If you need help wiring your house or small office and are not sure where all the jacks are or what colors of wires to use, refer to Appendix H: Home/Office Wiring Guide on page 221. 1.
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. If the software was unable to detect your TalkSwitch automatically, a dialog box opens requesting you to select the connection type. 4. Select Ethernet and the adapter you wish to use from the drop-down list and click Connect... Figure 9: Ethernet connection 5.
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 29 on page 31 Figure 10: USB connection The computer connection is only needed to change the configuration settings. It can remain disconnected at other times.
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 29 on page 31. You have the option to store several locations in the address book. Figure 12: Address book 1. Click the Address Book button.
1.8.4 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.
When a unit is being configured, it is locked to prevent other computers or persons using a phone from configuring changes at the same time. If you leave the software open for longer than one hour, the unit unlocks itself to allow configuration changes. 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.
2. Connect the TalkSwitch unit to the telephone company’s line sockets using the dual-wire telephone cables provided. Take note of which incoming telephone line is connected to each line port. This information will be used in the configuration section. • Connect the first incoming telephone line to L1. • Connect the second incoming telephone line to L2. If you have a unit with more than two incoming telephone lines, connect your RJ-11 telephone lines, beginning with L1.
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. TalkSwitch Jacks E1 E2 E3 E4 Incoming Phone Lines Extensions 111 112 113 114 1.9.2.2 Connecting a regular dual-line telephone Most dual-line phones have separate plug-ins for two incoming telephone lines (Line 1 and Line 2).
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.
1.9.2.5 Connecting fax machines If you are connecting a fax machine to a unit with two or four incoming telephone 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 telephone lines to your unit.
Advantages: This option does not require a second physical line for faxes. More incoming telephone lines can be added as you grow. You can keep the same fax arrangement. Disadvantages: Your phone company may charge a fee for the distinctive ring. If you choose this option, you will require the distinctive ring service from your telephone company. Option 3 — Automatic fax detection via the auto attendant The auto attendant can detect incoming fax calls and route them accordingly.
1.9.3 Connecting devices to the music jack The music jack is designed to support audio sources like a CD player, audio, tape player or other sound devices for playing music or messages to callers while they are on hold. Connect the audio source via its headphone output to the music jack. The music jack requires a 1/8" (3.5 mm) mono phono connector. If you have more than one unit connected to a LAN, load a .wav file onto each unit to eliminate the need for a separate music source for each unit. 1.9.
3. Power up and configure your units before adding any IP phones that will be part of the system. It is important that you place the IP phones on the same subnet as TalkSwitch. Example: If your TalkSwitch unit has the IP address 192.168.1.200, your IP phone should use IP addresses in the range 192.168.1.xxx that do not conflict with other IP addresses.
3. Now, you have the following options: Keys Result 00 Responds with the unit ID number of that particular unit. 01 Sets the unit ID to 1. 02 Sets the unit ID to 2. 03 Sets the unit ID to 3. 04 Sets the unit ID to 4. The system indicates that the update was successful and the front panel lights stop flashing after a few seconds. When the front panel Data light is on solid, the units are ready for network use.
Unit ID 1 Unit ID 2 Unit ID 3 Unit ID 4 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 1.10.5 Keep track of the lines and extensions To keep track of the extensions and incoming telephone lines connected to each unit, label each unit with its unit ID. It simplifies matters when you need to add or remove extensions and lines.
1.10.6 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.
1.11 INCREASING MEMORY CAPACITY There are two ways to increase memory capacity on a TalkSwitch unit. 1 and 2 hour memory expansion can be enabled by purchasing License Codes. 4.5 and 9 hour expansion is enabled using TalkSwitch Memory cards. Contact your reseller to purchase memory upgrades. 1.11.1 TalkSwitch memory cards TalkSwitch memory cards are specifically formatted for use with TalkSwitch units. They allow you to add additional voicemail message capacity to your unit.
1.11.3 Verifying additional memory To verify the addition of memory, use the Summaries section of the Mailbox Data window. Unit 1 before adding memory Unit 1 after adding 2 hours of memory 1.12 UPGRADING TALKSWITCH UNITS As your business grows, your TalkSwitch unit(s) may need upgrading. You have the option of upgrading your units to VoIP, as well as adding incoming telephone lines and extension ports. You can purchase VoIP modules and upgrade boards at your reseller. Visit http://www.talkswitch.
1.14 WHAT THE FLASHING LIGHTS MEAN Diagnostics for the lights flashing on the unit front panel All line lights flashing simultaneously: The unit ID of this unit is in conflict with another unit on the same LAN. Make sure you assign a different unit ID to each unit. For more information, see 1.10.3 Setting or changing the unit ID on page 22. Line 2 and 3 lights flashing simultaneously: This indicates a file system error. Terminate calls in progress. Reboot the unit.
1.15 VERIFYING THE CONNECTIONS If you are having problems, they could be due to loose cables. Check the following: 1. Are your telephone cables connected to a wall jack at one end and the unit at the other? Ensure the devices you are using as extensions (phones, faxes, etc.) are plugged into the extension jacks located on the back panel of the unit. Do not plug your extensions directly into a wall jack unless that jack is wired to a unit extension jack. 2.
CHAPTER 2 Ch a pte r 2 : Ta l k Sw i tch Co n f i gu ra ti o n TA L K SW I TCH CON F I G U RA TI O N 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 29 are explained below. Context-sensitive help information is available for each option in the configuration software. Rest your mouse cursor over any of the controls and the information related to that control displays in a pop-up. 1 Menu items. 2 Configuration navigation controlling the display in the configuration window. 3 Configuration window displaying configuration information.
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 35. 1. Open the TalkSwitch configuration software. 2. Click the sign beside each folder to expand it and display configuation option sub-categories.
Figure 30: Configuration navigation The graphic to the left shows all the configuration screen options available in the TalkSwitch configuration sofware. Note that VoIP Configuration and VoIP Numbers (in System Configuration and Call Handling categories) screens are not present for a unit or units without VoIP ports. 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.
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 31: Unit tabs The features described below are not affected by the number of units on the LAN. Feature Description Auto Attendant There are 9 auto attendants shared by all units on the LAN, so all inbound calls can be answered by the same auto attendant on an incoming telephone line.
For more details on the Music on Hold and Public Address ports see 1.4 Unit back panel on page 3. 2.2 SYSTEM INFORMATION 2.2.1 Administration For security reasons, we recommend that you use password protection at the administrator level. The password is entered at configuration start-up and when you access the configuration through an extension phone. To activate the use of a system password: 1. Click the next to System Information -> Administration. Figure 32: Username and password 2.
Figure 33: 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. Type a password and click OK. To change the password: 1. Click in the System Password field. 2. Type a new password and click OK. To delete a password: 1.
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 35: 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 System IP Settings section The Obtain IP and DNS information automatically radio option is selected by default.
2. To configure the IP information manually, select Use the following IP and DNS information. Figure 37: 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. 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.
Example: A DNS server is used by your web browser to resolve www.talkswitch.com to an IP address such as 64.26.166.52. For more information, see VoIP Information on page 161. Alternate DNS Server: Enter the alternate/secondary DNS servers IP address if applicable. Public WAN IP Address Type of public WAN IP address for Internet Connection: This field is set to dynamic by default. The unit checks the public IP address every 5 minutes.
Figure 38: Fully Qualified Domain Name (FQDN) 2.2.3 Analog incoming telephone lines To configure incoming telephone lines go to the System Information-> Telephone Lines folder. Select the tab for the telephone line to be configured. Line Detected shows if the incoming telephone line was detected when the system configuration was last retrieved. To update the detected status select File and Retrieve Settings. from the menu. Save any changed settings before retrieving the systems current settings. 1.
In the Phone numbers section Enter the main telephone number for the incoming telephone line connected to TalkSwitch. Enable the Distinctive Ring 1 and/or Distinctive Ring 2 if you have this service on the current incoming telephone 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.
• Ignore • Reversals occur on Seizure and Release • Reversals occur on Seizure and Answer • Reversals occur on Answer and Release Note that the default options for the specific country or region will be preselected in the configuration software. For information about assigning and configuring the VoIP numbers in a TalkSwitch or a servicer provider setting, see 5.4.3 VoIP Numbers on page 176 and its subsections. 2.2.
4. If the hunt group uses phone lines: a) Click the checkbox(es) next to the line(s) you wish to add to the hunt group. b) The order of Line use can be adjusted to suit your needs. By default, TalkSwitch will first search higher line numbers (e.g. Line 4) for outgoing calls, since lower Line numbers may be more heavily used for incoming calls. The sequence can be adjusted by selecting each Line in the Set Line Hunt Group list, and clicking the Move Up or Move Down buttons on the right side of the window.
If multiple units are connected to the LAN, a checkbox will appear for the For all Hunt Groups, hunt lines on same unit first feature. This feature ensures that the TalkSwitch system will first use available lines on the unit where the extension is connected, to minimize network traffic between units. This feature is set automatically, but can be disabled if necessary.
The actual leading digits used in each country are subject to the national numbering plan. Your telephone directory will provide information on the numbers used. Entering leading digits and assigning actions What are leading digits? Leading digits are the first digit or digits dialled in a call. They are the digits used to decide if a call is to be redirected or blocked.
Entering Carrier codes and start times. What is a carrier code? A carrier code is a carrier selection prefix that precedes the normally dialled digits to instruct the telephone line service provider that the call is to be routed to an alternative carrier. To use a carrier selection code: 1. Enter the carrier code in Carrier Code 1 corresponding to the leading digit entry. 2.
3. Check Activate ARS. By default ARS and Toll Restriction is disabled; and when enabled, applies to all Line Hunt Groups. For selective activation of ARS and Toll Restriction on specific Line Hunt Groups: 1. Open the TalkSwitch Configuration program. 2. Select System Information -> Auto Route Selection. 3. Click on the ARS Hunt Groups button. 4. Check or uncheck the Line Hunt Groups to which ARS and Toll Restrictions are to be applied.
codes for access to the outgoing lines or VoIP trunks by-passing ARS or Toll Restriction. To configure ARS and Toll Restriction bypass: 1. Include the required lines or VoIP trunks in the dedicated by-pass Line Hunt Groups (see section 2.2.4). 2. Open the TalkSwitch Configuration program. 3. Select System Information -> Auto Route Selection. 4. Click on the ARS Hunt Groups button. 5. Remove the checkmark next to each Line Hunt Group used to by-pass ARS and Toll Restriction. 6.
Emergency Service Access Ensure that Line Hunt Group is set-up to allow access to telephone lines with access to emergency services. ARS Inter Digit Time-Out ARS and Toll Restriction are implemented on each call when the longest matching entry is found in the ARS table or after an inter-digit time-out period. The default inter-digit time-out is set to 3-seconds. If it is necessary to change the inter-digit time-out: 1. Open the TalkSwitch Configuration program. 2. Select Options -> Troubleshooting. 3.
Dedicated fax line You may already have an incoming dedicated fax line. For more information, see 2.2.6.1 Dedicated fax line on page 52. Advantages: It is easy to set up and you don’t need to change the way your fax handles calls. Disadvantages: The dedicated fax line cannot be shared with the other phone devices (i.e. You cannot make an outbound voice call on your fax line). The dedicated fax line costs money and may not often be used.
Figure 42: Dedicated fax line 1. Open the TalkSwitch configuration software. 2. Select System Information -> Fax Information. 3. In the Dedicated fax line section, select the fax number from the drop-down list next to Fax number:. 4. In the Fax extension section, select the extension number where your fax is connected. 5. Save settings to TalkSwitch.
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. Select System Information -> Telephone Lines. 3. Choose the line number for the incoming fax and click in the box next to Activate line. 4. In the Phone numbers section beside Main number, enter the telephone number that people dial to call your office. Figure 46: 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.
2. Select Call Handling -> Auto Attendant. 3. Select Auto Attendant 1. You can configure additional auto attendants later. 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 47: 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.
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 . These are used to manage calls between TalkSwitch and the IP phone and must match the username and password on the IP phone. Change only if required.
Configuring additional IP extensions If you have added IP extensions as a licensed add-on (see 2.7 Licensed Addons on page 120 for more details), tabs appear for the configuration of these extensions (151-158 for unit 1, 161-168 for unit 2, etc.). The Regular Extension selection is unavailable as this series of tabs can only be configured as IP extensions. 1. Open the configuration software. 2. Select System Information -> Local Extensions. 3.
the Caller ID of other local extensions. The person using that extension is required to record her/his name for the directory. If a name was not recorded before you set up the associated voice mailbox, pick up the handset, press + and press 4. For TalkSwitch VoIP calls, use: 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.
The IP phones officially supported by TalkSwitch are: • Polycom Series — 301, 430, 501, 601 (minor support differences between models) • Grandstream — GXP-2000 (excellent low budget phone) • Counterpath — Eyebeam soft client. When Polycom or Grandstream is selected, the username and password are fixed and not editable. Other phones that support the G.711 codec may work with the system, but not all the features may be supported.
Warning: When using Direct Line Access with an analog phone, you hear the telephone company dial tone when you pick up the handset. The following features are only available from the internal dial tone: • Intercom calling • Call pick-up • Hold and retrieve • P.A.
If a TalkSwitch has Unit ID 2, the remote extension numbers are 220– 229. Unit ID 3 has remote extensions 230-239 and Unit ID 4 240-249. 4. Click in the checkbox next to Activate Extension . 5. Enter a last and a first name into the Last name: and First name: fields to identify the extension. 6. Enter the external phone number. Enter the number the same way you are dialing it from a regular phone. You may use digits 0–9, space, comma, dash, and .
Use Same Line Connect Check this box to allow incoming calls to use the same line when forwarding it to the remote extension. This feature allows only one line to be used when forwarding incoming calls to a remote extension. It can only be used when the line of the originating 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: drop-down list.
phone. If you don‘t answer your cell phone, the call is forwarded to your office voicemail. The caller hears music on hold. For details, refer to 2.4.5.1 Local extensions on page 93. Transferring calls from a remote extension: 1. Press and dial any local extension, remote extension, or ring group, or press again and a mailbox number to transfer the call to voicemail. Figure 54: Remote extensions 2.2.9 Extension ring groups An extension ring group is a group of local extensions that ring in unison.
Setting up extension ring groups 1. Open the TalkSwitch configuration software. 2. Select System Information -> Extension Ring Groups. 3. Choose an Extension Ring Group number, starting with 300. 4. Click in the checkbox next to Activate Ring Group 300. 5. Enter a name in the field next to Ring Group Name:. 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.
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. Your regular local extension may be 111 for most people, but you can configure an extension ring group 305 to ring your extension with a different ring pattern.
2.2.10.1 External audio source An external audio source could be a CD player, tape player or a PC media player that you connect to TalkSwitch. See 1.9.3 Connecting devices to the music jack on page 21 for additional details. Advantages: The variety and length of music are virtually unlimited. Disadvantages: Requires extra, dedicated equipment to be connected and running constantly with separate sound sources for each unit 1. Connect your external audio source to the unit using an 1/8" mono cable.
Figure 57: Music on hold 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.
2. Select System Information -> On-Hold/Ringback. 3. In the On-Hold Settings section, select Play music from file loaded on TalkSwitch See Figure 68. 4. Click the Load wav file... button. An information box displays the required format for the digital audio file. This file must be 8 KHz, 8-bit, mono, µ-law and saved as .wav format. If your desired digital audio file conforms to the required format, click Yes, or else click No to exit. Figure 58: Music file format 5.
Transfer Settings Decide if you would like your callers to hear ringing, music or double beep tones while they are being transferred. If you connect a music source to the music jack but do not enable Music on Hold, the caller hears both music and beep sounds. When the callers make a selection at the auto attendant to go to extensions with call screening enabled, they will hear ringing and music. 2.3 VOICEMAIL This section deals with the internal voicemail system included in TalkSwitch.
the drop-down list. Callers hear an announcement. During the announcement, callers can dial 0 or to get back to the auto attendant before getting disconnected. (note that 0 is a configurable option and by default does not route to the auto attendant). 5. In the Mail Box Options section, select one of the actions to perform when a caller presses 0 during mode 1 or during mode 2. The action options are the same for the different modes.
2.3.2 Voicemail notification 2.3.2.1 Dialed notification Voicemail Notification Settings section Under the Dialed Notification tab, choose the process by which you want to be notified — Remote Phone or Pager, or both. Remote Phone If you want to be notified at another location when new messages arrive, use remote phone notification. 1. Click the checkbox next to Remote Phone. 2. Enter the remote phone number as it would normally be dialed from where the unit is located.
1. Perform the notification process once: When the unit detects the call was answered, it will play the notification message once only, then discontinue any attempts to re-connect. 2. The unit continues to re-connect until the recipient presses or and considers the notification attempt successful if the person at the remote phone presses to skip listening to messages or to accept the call and listen to messages.
Dial notification phone number using: Select the hunt group you want to use for the remote phone and pager notification calls. You can also adjust the number of rings before it aborts the attempt and follows the parameters listed in the next section. If attempt unsuccessful, try again: These parameters control how many times TalkSwitch tries to notify the remote phone or pager before it aborts the notification attempt. You can specify the time interval between attempts. 2.3.2.
2.3.2.3 E-mail notification Voicemail notification and messages can also be forwarded to any e-mail account with or without an audio file of the message. If you configure the unit to send the voicemail message, you do not need to call to pick up voicemail. Notifications include caller ID data. TalkSwitch has a limit of 250 e-mail addresses. You can assign up to four e-mail addresses for notification to each mailbox.
Figure 66: Add, remove or modify e-mail addresses 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.
Received: Monday, April 5 at 5:45pm Length: 23 seconds Total un-reviewed messages: 13 Total saved messages: 2 ______________________________________ To modify an e-mail address: 1. Select the address you wish to modify. 2. Click Modify. Modify the entries as needed following steps 2–5 above. To remove an e-mail address: 1. Select the address you wish to remove and click Remove. Make sure you configure the E-mail Server Settings under Voicemail -> Global Settings. For more information, see 2.3.
E-mail Server Settings section Figure 69: E-mail server settings In order to send e-mail notifications, the system must be programmed with e-mail account information from your Internet Service Provider (ISP) or administrator. If using MS Exchange for e-mail, there are cases when notification may not work properly if certain security features are enabled. 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.
Figure 71: Test account settings 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 72: Voicemail manager View Mailbox Data (button) in the Global Settings window, or View Status (button) in the Voicemail Manager window: View the details for each voice mailbox and announcement followed by a summary to manage the voicemail resources of the system. Figure 73: Mailbox data Reset Mailboxes (button) All greetings, messages and settings for the selected mailbox(es) can be reset.
Figure 74: Reset Mailboxes To delete a password for a particular voice mailbox: 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 75: 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.
3. Click the checkbox next to Use Automatic Mode Switching if you want the modes to switch automatically. 4. Set the day and time when you would like the modes to change. You can click Monday through Sunday and create unique settings for each day. 5. To use manual mode switching, change the modes at any local extension. Switch modes manually using telephone touchtone commands. 1. Dial or 55 on a IP phone to enter command mode. Enter your password if required.
a) Select the country in the drop-down list next to Populate calendar with holidays observed in. See Figure 77 on page 83. b) Select any date in the calendar. c) Click Add >>. d) Repeat b) and c) until all required holidays are listed. e) Select the mode to Use for Call Cascade settings and click OK. Figure 77: Holiday mode You can choose how incoming calls to any TalkSwitch extension are routed during Holiday Mode.
TalkSwitch has nine auto attendants. They can be used together to create powerful call routing options. Callers can dial local extensions, remote extensions, extension ring groups (300-309), voicemail to leave and retrieve messages, access call back/ call bridge and enter command mode to make changes to the system configuration from the handset. 400 series mailboxes can be dialed at the auto attendant without pressing first.
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. By default, the total combined recording time is 30 minutes. The 30 minutes are shared with voicemail.
Record Instructions (button) Click this button to display a dialog box showing the instructions on how to record and play an auto attendant using a telephone. The unit adjusts the recording volume for optimal recordings. Figure 79: Recording instructions What should an auto attendant say? Example: “Welcome to the ABC company. If you know your party‘s 3-digit extension you may dial it now. To reach our receptionist, press 0 or stay on the line.
Figure 81: Erase auto attendant Figure 82: 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 By default, TalkSwitch waits 1.5 seconds after your caller enters a digit before following with another digit.
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. go to local extension You can provide a single-digit option to ring a particular extension. go to remote ext.
2.4.2.4 Automatic fax detection If a fax call is detected then: TalkSwitch can automatically detect incoming faxes and route them to your fax machine. To do this, the auto attendant must answer all incoming calls and listen for the CNG tone emitted by the incoming fax call. If a CNG tone is detected within nine seconds, the call is identified as a fax. If no CNG tone is detected, the auto attendant will wait for the caller to dial the appropriate digits or hang up.
If you dial 6 at the auto attendant and Call Back is not enabled, TalkSwitch answers with the prompt: “I am sorry, there is no matching entry for these digits”. 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 80–88, or 9 is dialed If you press 80–88 or 9 at the auto attendant, you can access Call Bridge if it has been enabled. See 2.
1. Open the TalkSwitch configuration software. 2. Select Call Handling -> Telephone Lines. 3. Choose Line 1. Each additional incoming telephone line can be configured in succession, following steps 5 and 6. 4. Select Business Hours. 5. From the drop-down menus, select Play auto attendant Switchboard and immediately. This will pick up all incoming calls on Line 1 and play your recorded greeting. 6. Repeat the same setting for each of your incoming telephone lines.
Adjust Sequence... (button) This section controls how the extensions will ring before the auto attendant answers the call. • If you have chosen the auto attendant to answer calls immediately, this section does not require configuration and is grayed out. • If the auto attendant is set to answer after 1 or more rings, configure when specific extensions ring before the auto attendant answers.
Descriptions for the Ring extensions only, Play auto attendant, and Go to voice mailbox options, as well as the Adjust Sequence button are the same as in 2.4.3.1 Incoming telephone line call handling options on page 91. 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 (analog or IP), remote or ring group extensions. This section shows how to configure the incoming call cascade options for the local extensions.
Figure 85: Local extension call cascade Figure 86: Local extension call cascade with IP extensions Figure 86 above shows the Call Handling -> Local Extensions section with additional IP extensions enabled using TalkSwitch additional IP extensions, as described in 2.7 Licensed Add-ons on page 120. The additional IP extensions are treated the same as a local 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. Busy tab Cascade options for forwarding calls: • go to voice mailbox • go to local ext. • go to remote ext.
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. At this point, you can accept the call by pressing or reroute the call to the cascade options on this tab by pressing or by hanging up. Routing/forwarding options for rejected calls: • go to voice mailbox • go to local ext. • go to remote ext.
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. The remote extension call cascade does not have a Do Not Disturb option. 1. Busy tab Cascade options for forwarding calls: • go to voice mailbox • go to local ext. • go to remote ext.
Routing/forwarding options for rejected calls: • go to voice mailbox • go to local ext. • go to remote ext. • go to ring group • play announcement • go to auto attendant • hang up • go to VoIP location If you select stay connected, the call cascade options are grayed out. TalkSwitch can forwarded calls when prompting is enabled.
Figure 88: Extension ring group call cascade For ring groups, like for remote extensions, there are 3 different call cascade options. For each of these options, you can control how to handle the incoming call to the extension. 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.
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 to record their name at the auto attendant. When you answer the call at the extension, it announces the caller’s name.
If I am away from my desk Figure 90: Example 2 — Away from the desk Screening calls from a remote extension Figure 91: Example 3 — Screening calls If I don’t want to be disturbed (only local extensions) Figure 92: Example 4 — Do not disturb TA L K S W I T CH CO N F I G U R A T I O N 101
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.
4. Accept the call by pressing . Enter your password. This confirms to TalkSwitch that you are an authorized user and enables call access through the TalkSwitch. 5. You will now hear a generic TalkSwitch auto attendant. You may access your phone system as if you were in the office. Dial 9 for an outside line and make a long-distance call using your office long-distance plan, listen to your voicemail or transfer to a local extension. Figure 95: Multiple calls to anywhere 2.5.
Use Announced Message: We recommend this option if the number TalkSwitch calls back is to a hotel or a location where a third party answers the call. The Announced Message option allows you to record a message that plays when the call is initially answered during a call back. Example: “Please transfer this call to Bob in room 307”. The announced message can be recorded locally using an extension handset, or remotely by accessing call back from the auto attendant.
Figure 96: Configuring auto call back 7. To prevent unauthorized use of your call back feature, click the checkbox next to Use password on Call Back and enter a password. 8. Click the checkbox next to Allow Call Bridge, to allow call bridge after a call back has been accepted. You may restrict the call bridge line access by selecting the Hunt Group Access button. Call bridge is enabled when call back is activated with the same password you entered at the auto attendant.
You need to activate prompted call back before you can use this feature. The call back out of the system to the number programmed always uses the same line that was dialed. Figure 97: Configuring prompted call back 1. Select Call Back/Call Bridge -> Prompted Call Back. 2. Click the checkbox next to Activate Prompted Call Back. 3. Enter the number TalkSwitch will call (e.g. your hotel telephone number).
a) Enter the telephone number where you would like TalkSwitch to call you. b) Record an announced message if required. Call back is activated right after you initiate prompted call back and hang up. A small initial long-distance charge is incurred at your current location when you activate prompted call back. Press on an analog phone or 55 on a IP set to enter command mode. Enter the password if required. Enter the command as listed below.
3. Enter the password and press to access a TalkSwitch incoming 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. Each account can be configured to allow access to certain hunt groups when using call bridge. Figure 99: Hunt group access To activate an account, check the Activate Call Bridge box and enter a 4- to 8-digit password.
Figure 100: Permissions to access outside line Figure 101: Add user 4. In the Add User window, enter the name or select one from the menu. Enter a unique 4-8 digit number in the Access Code field (this will be the user's PIN code). Click OK. 5. Repeat step 4 for each user that will be assigned a PIN code. 6. On the right side of the window, use the checkboxes to select the extensions that will restrict outgoing calls. 7. Save the configuration to TalkSwitch. To modify a user’s name or access code: 1.
Figure 102: Modify user access 2. Click the Modify button. A Modify dialog window will appear (see Figure 102). 3. Edit the user information as required. Click OK. 4. Save the configuration to TalkSwitch. To remove a user from the permissions list: 1. Click on the user's name in the Access Code Assignments window. Click the Remove button.
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 103: 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 104: 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 , wait for the double beep, dial 215 and extension 215. You dial 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 105: 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 incoming telephone 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 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 incoming telephone 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 107: 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.
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. These are the ports that this TalkSwitch system listens on — as opposed to the port it needs to communicate with at the other end.
Copy ID to Clipboard button The unit system ID is required in order to obtain an activation key. Click this button to copy the system ID to the clipboard, which can then be pasted into the appropriate field on the TalkSwitch activation web page. Activate Demo button Some licensed add-ons can be activated as time-limited demos. Click this button to activate a demo. Enter Key button An activation is obtained after entering a licence code and a system ID on the TalkSwitch activation web page.
2.7.1 Enabling Add-on demos It is possible to enable time-limited demos for the addition of IP extensions and Attendant Console. To enable a demo: 1. In the TalkSwitch configuration software, select Licensed Add-ons. 2. In the Feature column, click the feature to be enabled as a demo. 3. Click the Activate Demo button. A window appears stating the feature has been enabled. 4. Click the Reboot Now or Reboot Later button. The Reboot TalkSwitch System window appears if Reboot Now was selected. 2.7.
4. Fill out the personal information fields and enter both license code and system ID into the appropriate fields. 5. Click the Submit button. A page returns with the activation key required in the next step. 6. Perform Step 3 below with your activation key. 2.7.2.3 Step 3: Activating the Licensed Add-on 1. Select Licensed Add-ons. The screen appears displaying available features and activation functions. 2. Click the Enter Key button. The Key Entry window appears. 3.
CHAPTER 3 Ch a pte r 3 : Usi ng Tal k Sw i tch USING TA LKSW 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 2.4.2 Auto attendant on page 83 and its subsections.
TalkSwitch owners and employees can access other options at the auto attendant: • Call back or call bridge • Retrieve voicemail • Enter command mode to make system changes 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 83. 3.1.
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.
The option can be altered under Options -> Transfer Options in the configuration software. 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. 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.
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. If you have the 3-way calling/conference or a Centrex transfer feature enabled on the current line, select the Same Line Connect (80) to make use of these features.
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. If you have any combination of TS-80, TS-200, TS-400 and TS-600 phones in the office, you can page an individual extension or a ring group (i.e press 85, the Page button or softkey and the extension or ring group number). 3.2.
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.” While the caller is on hold at your extension, you hear a call waiting beep every 75 seconds. If you want to rotate through queued callers, dial Flash 7.
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. If the phone does not support call waiting and caller ID, you hear a beep. When the call waiting notification beep is heard, the person at the extension can dial Flash 7 to put the current caller on hold and answer the new caller. He or she has the option to dial Flash 5.
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. When the call is answered, press Flash 6 to establish the 3-way call. The conference initiator can disengage the second conferenced party at any time by pressing Flash 5. 3.3 IN THE OFFICE — MAKING AND RECEIVING CALLS USING AN IP PHONE 3.3.
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. 3.3.2 Receiving calls at a local IP extension If an auto attendant engages before you are able to pick up, the caller can select an option at the auto attendant.
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. Press Hold and 7, then press Dial, Send or phone. depending on your 3.3.3.2 Unscreened transfer 1. Press the Transfer or xfer key. 2. Dial the appropriate extension number and then press the Transfer or xfer key.
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. b) If the person at the receiving extension does not wish to take the call, press Cancel. If this softkey is unavailable, press the flashing line button that corresponds to the caller on hold to return to the 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 2. Press Dial or then . and the park orbit. . If Direct Line Access is enabled at the extension, dial and the park orbit, then press Dial, Send or 3.3.4.3 Using call park with the paging option If the external paging option is enabled on TalkSwitch, you can announce the call over the PA system by pressing 0.
3.3.6 Using the TalkSwitch call waiting feature If the call waiting feature is activated as a Busy option in the call cascade routing for a local extension 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: • If the phone supports call waiting caller ID, you hear a beep followed by a short blip. • If the phone does not support call waiting caller ID, you hear a beep.
2. Press Conf or Hold to place the outside caller on hold. 3. Pick up another line and dial the number of the other outside party. Dial 9 or another hunt group before dialingthe second phone number. 4. When the call is answered, press Conf 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 Hold to place the outside caller on hold. 3.
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. 3.5 USING PHONES CONNECTED IN PARALLEL TO TALKSWITCH Phones connected in parallel (not connected to TalkSwitch but connected to the same line) with TalkSwitch always ring at least once before TalkSwitch starts ringing its extensions or the auto attendant answers the call.
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. 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.
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). Use the auto attendant message to prompt callers to select your remote extension number(s). (e.g. “To speak to John Smith, press 211.”) 2.
a) Press to retrieve the call placed on hold. b) Dial any local extension, remote extension, voice mailbox, VoIP location or ring group. If the system is configured in the TalkSwitch configuration software under Options -> Transfer Options in the Remote Transfer section to Perform a blind transfer, the system plays the prompt “Call Transferred — Goodbye.” and hangs up after the extension or mailbox is dialed.
• If the call was automatically forwarded, it follows the remote extension’s No Answer or Busy call cascade action. • If the call was manually forwarded, it follows the remote extension’s No Answer or Busy call cascade action. This action can be changed to ring the extension back to the person who performed the transfer. • If the call was conditionally forwarded, it follows the call cascade action in the No Answer or Busy for the original extension selected. 3.7.
3.8 USING THE VOICEMAIL SYSTEM Each TalkSwitch unit comes with 30 minutes of voicemail recording capacity. This time is shared with auto attendant greetings. The capacity can be increased by adding TalkSwitch memory cards. You can add 1, 2, 4.5, or 9 hours of storage to each unit by using internal memory expansion activation keys, or TalkSwitch memory cards. When you insert the memory card, the system configures it automatically. Contact your TalkSwitch dealer to purchase memory cards. 3.8.
To transfer a caller directly to voicemail from a regular phone: 1. Press Flash , the mailbox number and hang up. To transfer a call to a voice mailbox from an IP phone: 1. Press Transfer or xfer . 2. Enter the mailbox number. 3. Press Transfer or xfer to complete. 4. Press Dial, Send or . When a caller presses after leaving a message or after 2 minutes have elapsed, TalkSwitch plays a prompt asking callers if they wish to keep the message, listen to the message or re-record the message.
access your mailbox. From a Grandstream or Polycom IP phone, press MSG or Messages button. If you have a line configured to go straight to voicemail, dial 8 during the greeting to access messages from outside phones. a) Press 1 to listen to messages. By default, TalkSwitch starts with newest message before it plays the older ones.
• set up or change pager and remote phone notification By default, the auto date and time stamp is on. This information is played at the end of each message. If you have caller ID service, the phone number is displayed with the time and date. d) Press 4 to record your name for the dial-by-name directory. If you haven’t recorded your name for the directory or if you wish to change the recording, press 4. The dial-by-name directory is accessed at the auto attendant according to your configuration.
You can configure the system to notify you for every new message or for only the first new message received since the last time you accessed new messages For more information, see 2.3.2 Voicemail notification on page 72. If you use remote phone notification, you can accept or reject the notification call when you answer. • Press to listen to messages. • Press to postpone listening to messages. For details on configuring pager and remote phone notification, see 2.3.2.1 Dialed notification on page 72.
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. Enter a password if required. a) Dial 30 to check the current mode. b) Dial 31 to activate mode 1. c) Dial 32 to activate mode 2. d) Dial 33 to activate holiday mode.
3.11.1 Using call bridge 1. Dial into an incoming telephone line. 2. When the auto attendant answers, select a hunt group (9, 81–88 or Same Line Connect 80). 3. Enter your account password. If you are using Same Line Connect and your line supports the 3-way calling/conference service, you are prompted to enter the phone number. 4. When you have completed your call, do one of the following: a) Make another call by pressing . TalkSwitch disconnects you from the call in progress.
• Configuration settings Using call back involves 3 steps: 1. Call your TalkSwitch telephone number to activate call back. 2. Answer and accept call back. TalkSwitch calls you back within 30 seconds. 3. At the auto attendant you can choose to perform call bridge, dial an extension, access and retrieve voicemail or configure TalkSwitch. Activate call back There are two ways to activate call back. 1. Using prompted call back activation from your out-of-office location: a) Dial a TalkSwitch telephone number.
It is important to remember that all call back settings must be configured to use auto call back. Please ensure that the auto attendant for the line using call back does not answer before 4 rings. Accepting the call back There are two ways to accept a call back from TalkSwitch. 1. Answer the call and press . If required, enter your password. This option is used when you have a direct line to your call back telephone number.
CHAPTER 4 Ch a pter 4 : Ca ll Detai l Re co rd ( CDR ) Lo g g i ng CA LL 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 saves a record of calls on the unit. These records can be accessed via a web interface, as described in this chapter. 4.1 ENABLING CALL DETAIL RECORD (CDR) LOGGING Units can report the CDRs in a file on the unit itself.
4. File -> Save to TalkSwitch Figure 110: 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. 4.
Select System Information -> Administration in the TalkSwitch configuration software to find the username. 3. Click on the link Call Detail Record (CDR) Management. Figure 112: 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.
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.
5. Time — This column contains the time that the call entered a specific state. The time is displayed in 24-hour format. 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.
12. Carrier Code/Access Code — This column shows the phone number of the preferred long-distance provider. 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.
CHAPTER 5 Ch a pt e r 5 : Vo I P I n fo r ma ti o n VO I P I N FO R M A TI O N 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 115: 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: http://www.talkswitch.com/ voip/voip_test.asp. 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 118: 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.com/services/dns/dyndns/ for more information. Configuring TalkSwitch to act as the SIP server is described in 5.4.2.1 TalkSwitch Profile on page 170.
Figure 119: 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.
‘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 IP Configuration on page 39. 5.
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, you can leave this field blank. You can obtain a FQDN from a Dynamic Domain Name Service (DDNS) provider such as DynDNS (visit http://www.dyndns.com/services/dns/ dyndns/). Check your router documentation to confirm which DDNS your router can support. Figure 121: 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 166.
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.
calls and restrict the number of lines used for outgoing calls. It is recommended that at least one line be allocated for incoming calls. 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.
the phone number, public IP address and part number. Expires is the amount of time, in seconds, that the client is registered with the SIP server before having to re-register. Figure 124: 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).
5.4.2.2 Service Provider profile Service Provider Profile tab TalkSwitch can register with VoIP service providers to make and receive calls using their service. Visit www.talkswitch.com/support to access a list of service providers that have been certified interoperable with TalkSwitch. Service Configuration Guides are also available for download. They contain all the specific necessary information to complete your configuration. Information in those documents should be used instead of this guide.
at the end of the domain or IP address. Example: VoIP.domain.com:5061 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 Lines The descriptions for the VoIP lines under the TalkSwitch Provider Profile tab below are the same as described in VoIP Lines on page 172.
If needed, you can also add numbers outside of that range and access them using hunt groups. You can assign these numbers when the 3-digit VoIP numbers have already been assigned or reserved. To do this: 1. Under System Information -> VoIP Numbers, select an available VoIP number and assign it to a unique number (i. e. 4004). 2. Select System Information -> Line Hunt Groups. 3. Ensure that you have at least one line hunt group configured (i.e. 88) to Line Type: TalkSwitch VoIP Numbers. 4.
1. In the TalkSwitch System Configuration window, select System Information -> VoIP Numbers. 2. Select VoIP 1 and check the Activate VoIP Number box, the default profile for entering a phone number is the TalkSwitch Profile. 3. Phone numbers 250-299 have special functionality with TalkSwitch. They 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.
• For Ring extensions only, select the extensions from the list (by default they are all selected). • 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.
3. Enter one of the phone numbers, exactly as provided by your VoIP service provider. If your service provider requires a country code, enter it, otherwise leave it blank. 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).
• High-speed connections on both ends of the call Good quality VoIP requires a broadband connection to support more simultaneous VoIP calls. Please visit our site at http://www.talkswitch.com/voip/voip_test.asp to determine what your Internet connection 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.
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 2-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 IP as its protocol of choice for signalling.
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 one IP address but you have more than one device that requires Internet access? The solution is to give each of the devices on the LAN a private IP address. A router makes them work by performing Network Address Translation (NAT — See the next topic for details). Addresses of the form 192.168.x.x, 172.16.x.x or 10.x.x.
What is a IP Proxy and Registrar? The basic IP architecture is client/server in nature. The main entities in the IP server are the proxy, redirect server and the registrar. TalkSwitch has the IP server fully integrated for easy deployment and maintenance of your VoIP network. If you are deploying a multi-site configuration which can comprise of TalkSwitch units, certified third-party gateways and certified third-party IP phones, one TalkSwitch can act as the IP proxy and registrar.
take longer due to unforeseen traffic but it shouldn’t take much more than an hour at the most. How often will my public IP address change? This depends on the policies of your Internet Service Provider (ISP, the company that provides your Internet access). It can be a matter of days, weeks or even months before your IP address changes. A power loss or reboot to your cable or DSL modem usually results in the assignment of a new IP address.
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 Ch a pte r 6 : Tro ubl e s ho o ti ng a nd Su pp o r t TRO U BLES 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 1.15 Verifying the connections on page 29. 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 incoming telephone lines.
The auto attendant answers calls before any of the extensions ring. If TalkSwitch users wish to have their local extensions ring before the auto attendant picks up incoming calls, do the following: • Open the configuration software. Select Call Handling -> Telephone Lines. Click the checkbox(es) in the section Extensions to ring on an incoming call before the Auto Attendant answers. Increase the number of rings. The auto attendant is transferring calls to the wrong extension.
6.1.2.3 Call routing with local extensions and home phones Callers are disconnected when transferring calls from one extension to another. • If you are using the hook switch rather than the Flash button to put callers on hold, you may be holding the hook switch down too long and disconnect. I can’t use my conference/3-way calling feature from the phone company.
• The level of the auto attendant is too loud and is overpowering the CNG tone, affecting the detection. Try lowering the volume level of the auto attendant. 6.1.2.5 Other possible local extension problems I am unable to access TalkSwitch lines with a local extension. • Check your Direct Line Access settings under System Information -> Local Extension in the configuration software.
6.1.2.6 Multiple TalkSwitch units connected to the same LAN I can’t reach an extension across the LAN. • Make sure the other unit is connected to the LAN and powered on. • Pick up a local extension belonging to the other unit. If you hear a dial tone, check your LAN connections. On the rear panel, the top LED of the three LEDs next to the LAN port should be on. If there is no dial tone, make sure the unit is powered on. The configuration does not show the other TalkSwitch unit(s).
inbound calls that are forwarded to remote extensions. The call will be forwarded out on a line belonging to the same unit that the call came in on. The call will only be forwarded on the other TalkSwitch unit if no incoming telephone line on that first unit is available. Calls across the LAN are lower in volume. • Check the line gain levels under Options -> Audio Controls in the configuration software. You may need to increase the line gain levels on one or more lines to compensate for high loss lines.
For more VoIP information, visit our support section at http://www.talkswitch.com/support. 6.2 SUPPORT If you are having problems with the configuration or operation of TalkSwitch, please read this section. If you don’t find the solution to your problem here, check the FAQ section located in the support area at our website at http://www.talkswitch.com/support. Select your TalkSwitch model and click Continue. If you require further assistance, do one of the following: 1. Contact your TalkSwitch dealer. 2.
A p pe nd i ce s A p pe nd i x A : Fu nc ti o ns a n d Co m m an ds APPENDIX A FUN C TI O NS A N D COM 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. The following tables list 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 for Analog phone, Hold for IP phone) 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.
Functions you can access from local extensions Keys Function performed (Flash for Analog phone, Hold for IP phone) 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. Disables Do Not Disturb at the current extension. 60 61 62 Enables Do Not Disturb at the current extension. Toggles Do Not Disturb at the current extension. 7 and extension Call pick-up at a specific 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 83 for details). 3-digit local ext. Rings at the local extension (i.e. 111). See Extension numbers on page 195. 3-digit remote ext. Rings at the remote extension (i.e. 211). See Extension numbers on page 195.
Functions you can access from command mode The list below shows the digits you can dial while in command mode from a local extension or an outside phone. Keys Function performed 00 TalkSwitch tell you the Unit ID of the unit you are connected to. 0 and ID number Assigns a Unit ID (1 to 4). 30 TalkSwitch tells you which mode it is currently using. 3 and mode number Switch modes (1 or 2). 4 and auto attendant number Record auto attendant (1 to 9).
Keys Function performed Remote extension number, 9, and hunt group Set the hunt group to connect for a remote extension. Local extension number and 61 Enable Do Not Disturb at the local extension. Local extension number and 60 Disable Do Not Disturb at the local extension.
APPENDIX B A p pe nd i x B: Tal k Sw i tch a n d Te l e ph o n e Co m p any Cal li ng Se r v ice s TA L K SW I TCH A N D TEL E P H O N E CO M PA NY CA LLI 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.
have enabled the Transfer and clear option under Option -> Miscellaneous in the TalkSwitch configuration software. TalkSwitch can clear the line after forwarding a call to a remote extension, if your telephone line supports this feature. If you enable this feature without having the service, callers are disconnected when a unit attempts to forward their call to the remote extension.
What does single and double-Flash do? TalkSwitch and the above-mentioned systems/services use flash to activate their calling features. TalkSwitch therefore needs a way to tell which (or whose) features you want to access when you press the Flash button. Using a single-Flash : places the caller on hold. (The flash signal is not passed to the CO line, solving problems associated with flash causing a hangup at some CO).
APPENDIX C A p pe nd i x C: Ta l k Sw i tch an d Po w e r I n te rr u p tio ns TA L KSW ITCH AN D POWER 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. 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.
To check the current mode of operation: 1. Dial at a local extension to enter command mode and enter a password if required. 2. Dial 30 206 . TalkSwitch will report the current mode.
APPENDIX D A pp e n d ix D : S afe t y an d Re g u la to r y I n fo r m ati o n SA FE T Y A N D RE G U L A TO R Y I N FOR M A TI O N 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.
Call Redirection & Service Provider Billing Advisory Use of the Automatic Route Selection, Toll Restriction and Call Detail Recording features does not imply any guarantee whatsoever by regulatory authorities, your telephone service provider(s), TalkSwitch or its distributors and resellers, with regard to the accuracy of these features and that the use of such a features may not be considered by a telephone company in any disputes which may arise regarding the accuracy of any subscriber's telephone account.
• • • • Reorient or relocate the receiving antenna. Increase the separation between the equipment and receiver. Connect the equipment to an outlet on a circuit different to that which the receiver is connected. Consult the dealer or an experienced Radio/TV technician for help. This CLASS B Digital apparatus meets all requirements of the Canadian interference-causing equipment regulations. Changes or modifications not expressly approved by TalkSwitch could void the user’s authority to operate the equipment.
the devices not ringing in response to an incoming call. In most, but not all areas, the sum of RENs should not exceed five (5). To be certain of the number of devices that may be connected to a line, as determined by the total RENs, contact the local telephone company. This equipment is compatible with inductively-coupled hearing aids. RoHS Compliance This equipment conforms with the Reduction of Hazardous Substances (RoHS) Directive 2002/95/EC.
APPENDIX E A p pe nd i x E : Ta l k Sw itch O ne -y ea r Wa rr a nt y an d Re tur n Po l i cy TAL K SWI TCH O N E -YEA R WARRAN TY AN D RE TU RN POL IC Y TalkSwitch limited warranty 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.
EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH ABOVE, AND TO THE EXTENT PERMITTED BY APPLICABLE LAW, THE PRODUCTS AND STORAGE MEDIA ARE SUPPLIED ON AN “AS IS” BASIS AND THERE ARE NO WARRANTIES, 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.
If purchased from a reseller: Contact your reseller and obtain a Warranty Return Authorization (WRA) number if required. If purchased from TalkSwitch: Please contact the Technical Support department at TalkSwitch to obtain a WRA number — (866) 393-9960 toll free in continental North America or (613) 725-2466. Please have your model and serial number available when you call.
APPENDIX F A p pe nd i x F : Sp e ci f i cati o n s SPECIFICATIONS System PSTN analog trunks Analog extensions VoIP trunks Maximum extensions* (analog + IP) USB interface LAN interface Memory 240vs 244vs 280vs 284vs 480vs 484vs 2 4 0 12 2 4 4 12 2 8 0 16 2 8 4 16 4 8 0 16 4 8 4 16 Standard USB Type B RJ-45 Ethernet (10BaseT) 30 mins to 150 mins internal* 1, 3, 4.5 and 9 hour memory cards Phono jack (1/8" mono) or stored .wav file Phono jack (1/8" mono) 120 VAC, 60 Hz — In/16 VAC, 1.
Analog extension interface Trunk type Loop start Connector type RJ-11, 2-pin Interface impedance 600 Ω Loop range 0–600 Ω 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 nd i x G: Co p y r i g ht a n d L i ce nsi ng N o ti ce s CO PYRIGHT AND LICENSING N O TI CES TalkSwitch copyright © 2007 — 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.
B) Copyright © 2000-2003 Intel Corporation. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: • Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
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 next page) 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 Additional IP extensions 121 Administration system password 37 Announcements configuring 70, 81 recording 149 Audio controls 111 extensions 111 lines 111 Auto attendant 83 adding and configuring 84 additional features 89 automatic fax detection 89 erasing messages 86 loading messages 86 receiving calls with... 125 receiving calls without...
configuring transfer options 112 from a remote extension 64 from an analog extension 128 same line connect 63 screened transfer 129 settings (music on hold) 70 to a remote extension 63 to a ring group 66 troubleshooting 190 unscreened transfer 128 Caller ID local extensions 58 Carrier codes 48 Configuration software 1 installing 4 IP configuration 39 pull down menus 32 screen navigation 35 system requirements 1 troubleshooting 187 upgrading 5 Connecting devices 15 audio for music on hold 21 fax machine 19 i
Attendant Console 121 enabling demos... 122 enabling...