TS-user manual_Final_3rd.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page ii Copyright Information Centrepoint Technologies’ Talkswitch, Copyright 2001. All Rights Reserved. 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 Centrepoint Technologies Inc..
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page iii Table of Contents 1.0 Installing TalkSwitch 1.1 What's included with TalkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 1.2 Front Panel Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 1.3 Back Panel Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 1.3.1 The TalkSwitch 24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 1.3.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page iv 3.0 Using Talkswitch 3.1 In the Office - Receiving Calls with the Auto Attendant . . . . . . . . . . . . . . .55 3.2 In the Office - Making and Receiving Calls . . . . . . . . . . . . . . . . . . . . . . .55 3.2.1 Making calls from a Local Extension . . . . . . . . . . . . . . . . . . .55 3.2.2 Receiving calls at a Local Extension . . . . . . . . . . . . . . . . . . . .56 3.2.3 Placing calls on Hold at a Local Extension . . . . . . . . . . . . . . .
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 1 1 Installing TalkSwitch 1.1 What's included with TalkSwitch The TalkSwitch products come shipped with the following items. 1. The TalkSwitch Unit 2. AC Power Adapter (Warning: never use any other Power Adapter other than the one provided with the TalkSwitch.) 3. 9 pin Serial Cable 4. 6' RJ-11 Telephone Cable - ( 2 ) 5. Software CD (This contains the configuration software that you can use to setup and configure TalkSwitch) 6.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 2 1.2 Front Panel Descriptions TalkSwitch's front panel consists of a power button ("Power") and 5 LED lights that do more than let you know TalkSwitch is plugged in and turned on. What do the LED lights tell you? 2 LED light: State Description Line 1 On Solid Pulsing Slowly Flickering Pulsing Rapidly Line 1 is currently in use. The Line 1 caller is on hold.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 3 1.3 Back Panel Descriptions What to plug-in and where for each model. 1.3.1 The TalkSwitch 24 Jacks/Ports What to plug in MUSIC Plug in a radio, CD player, PC soundcard or any other device that emits an audio signal if you wish to use TalkSwitch's Music-on-Hold feature. This is a 1/8" (3.5 mm) phono jack. Mono cables are recommended. PA Connect to a P.A. system if you wish to use the external paging feature. This is a 1/8" (3.5 mm) phono jack.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 4 By default, TalkSwitch is set to Serial connection. To activate USB connection, dial 91 from an extension then reset TalkSwitch. To return to Serial connection, dial 90 and reset TalkSwitch. The ‘PF’ box in between E4 and L1/L2 represents power failure support. In the event of a power failure or loss of power to the TalkSwitch, Extension 4 will be able to receive calls and make calls on Line 1. 1.3.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 5 USB Use the USB port if your PC supports USB connectivity. If you use the USB port, you cannot use the serial port simultaneously. SERIAL This is where you attach the supplied serial cable (RS232) that connects TalkSwitch to your PC. If you use the serial port, you cannot use the USB port simultaneously. M E M O R Y SLOT Memory expansion slot. Used to expand internal memory for voicemail and Auto Attendant messages.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 6 1.4.2 Attaching phones and other analog devices to TalkSwitch extension jacks You can connect any analog device to TalkSwitch's extension jacks. Multiple devices can be connected to each extension jack by 'chaining' them together or using a line splitter. In total, TalkSwitch is capable of managing a total of 20 electronic ringing devices without overpowering the telephone lines.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 7 To Attach an Internal or External Modem: Simply plug the modem's telephone cable into one of TalkSwitch's extension jacks. Your modem is now a TalkSwitch extension and will be able to access all Lines and take advantage of TalkSwitch's call routing features. If you would like to use a telephone on the same extension as your modem, simply plug the telephone's cable into the modem's telephone jack.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 9 2 Configuring TalkSwitch The following chapter describes how to configure TalkSwitch with the configuration software, and in some cases, the corresponding touch tone commands for configuration using a telephone. It also includes tips on selecting the configuration option(s) best suited to your needs. 2.1 Installing the TalkSwitch Configuration Software Insert the TalkSwitch CD into your CD drive. The Install program will automatically launch.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 10 2.2 Control Centre After installation is complete, double-click the TalkSwitch icon. Once TalkSwitch software has been opened, the following screen will appear. This is the Control Centre for the TalkSwitch software. PC Connection: Choosing PC Connection allows you to choose the correct COM port when connecting TalkSwitch to the PC. USB will appear as a COM port as well. Configure: Choosing Configure brings up the configuration software.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 11 About: Displays useful information including the TalkSwitch software, firmware and hardware version numbers. 2.3 Configuration From the Control Centre choose Configure. The following screen will appear: The configuration screen consists of 4 parts: 1 2 3 4 1. Menu Items 2. Configuration Navigation Controls what is displayed in the configuration window 3. Configuration Window Displays configuration tabs. 4.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 12 Menu Items - File Retrieve settings: Retrieves settings from TalkSwitch connected to the PC. Open File... Opens existing configuration files from the PC. Default configuration files are included with the software. TalkSwitch also backs up to a file called “LastSavedConfig.dat” every time you save settings to TalkSwitch. Save to TalkSwitch Saves the current configuration to TalkSwitch. Save to file... Saves the current configuration to a file.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 13 Voicemail Manager: Displays a dialog giving you options to check the status of all voicemail, delete a mailbox password, and reset mailboxes (this resets the mailbox back to factory default and clears all messages and greetings). Menu Items - Help TalkSwitch Help: Opens the TalkSwitch Help file. You can search through the contents for useful information. Help is also accessible by pressing the ‘F1’ key while the Configuration is open.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 14 Call Back / Call Bridge Settings TalkSwitch’s Call Back and Call Bridge features are configured from this folder. Both of these features can reduce your company expenses by reducing long distance costs. Options In this folder, advanced settings are configured including troubleshooting issues and various operating options. Recommended for experienced users only. 2.3.1 System Information 2.3.1.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 15 the same way as your 'Main' number, do not place a check mark in the box. Next, enter the 'Distinctive Ring' telephone number for each of the Distinctive Ring numbers associated to this line. Distinctive Ring 1 corresponds to any double ring pattern. Distinctive Ring 2 corresponds to any triple ring pattern. In the “Other telephone company services” section: Select any of the Telephone Company Services that you currently have for each line.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 16 In the “Calibration ” section: After you have configured the lines, it is recommended that you calibrate the lines. Completing this procedure optimizes your telephone line volume levels for the Call Bridge and Call Forwarding (with Remote Extensions) features. Note: Only lines that are detected can be calibrated. 2.3.1.2 Line Hunt Groups There are a total of 9 Line Hunt Groups for controlling outgoing call line selections.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 17 First select a Line Hunt Group then name the group(s) if desired. Under Set Line Hunt Group, select the lines you wish to add to the Hunt Group from the left column 'Lines available', then click the '>>' button to move it to the right column 'Lines to hunt'. Repeat this process for the other Hunt Groups. 2.3.1.3 Fax Information The information in this tab helps configure TalkSwitch to handle faxes.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 18 2.3.1.4 Local Extensions Take note of where you want to connect your extensions. As you can see, there are either 4 or 8 physical extension jacks labeled 1 to 4 (for the 24 models) or 1 to 8 (for the 48 models). Select any of the extensions that you wish to configure. Local Extensions are by default activated with the associated Voice mailbox.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 19 Hunt Group Access: This is used if you want to permit or restrict specific Hunt Group access to the extension. Click the button and simply organize the appropriate Line Hunt Groups that are permitted for this extension. (All extensions are defaulted to have no restrictions.) Warning: When using Direct Line Access, telephone company line dialtone is first available when picking up the handset.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 20 TalkSwitch assigns a Remote Extension number to each call forwarding telephone number. Calls can then be forwarded by the Auto Attendant or transferred by someone in your office simply by dialing the Remote Extension number. There are 8 Remote Extensions available per TalkSwitch unit. Choose a Remote Extension to configure. After you have activated a Remote Extension, you must first enter the phone number information.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 21 2.3.1.6 Extension Ring Groups There are a total of 10 Extension Ring Groups available for your use. Ring Groups are extensions 300 to 309. By default, extension 300 is configured to ring all extensions. Different uses for Extension Ring Groups: Example 1: 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 your important colleagues try to contact you.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 22 First select an Extension Ring Group (300-309) that you would like to configure and activate it. You will notice that a Ring Group must have extensions listed in the ‘Extensions to ring’ section to allow access to the other information on the tab. If desired, name the extension in the 'Ring Group name' space. Ring pattern: Choose how you want the phone(s) to ring for the Ring Group.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 23 2.3.1.7 Voicemail This tab deals with the internal voicemail system included with TalkSwitch. It allows you to activate General, Local and Remote mailboxes and view mailbox status. In the “General, Local and Remote mailbox activation ” sections: These sections allow you to activate General, Local or Remote mailboxes as either a mailbox or an announcement. By default, all Local Extensions are activated with a mailbox.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 24 Record Mailbox Greeting: Selecting this button brings up a dialog screen which displays instructions for recording mailbox greetings or announcements. Simply follow the instructions. By default, all mailboxes will use the standard greeting until you record a personal greeting.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 25 2.3.1.8 Music-on-hold If you wish to have callers listen to music or advertising while they are on hold, you will need to enable Music-on-hold in this tab. Note: If you connect a music source to the Music jack and do not enable Music-onhold, the caller will hear both music and a beep sound when on hold.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 26 2.3.2 Call Handling 2.3.2.1 Modes The use of Modes allows you to run different call handling configurations at different times. For example, you may want calls handled one way during business hours and another way for non-business hours. Modes can be switched either manually or automatically with the use of Automatic Mode Switching. Name the modes if desired. The labels will be displayed elsewhere in the configuration software whenever modes are used.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 27 2.3.2.2 Auto Attendant The purpose of the Auto Attendant is to greet callers and instruct them as to which number(s) they should press on their telephone keypad to reach a particular extension, person, message, or department. A total of 9 different Auto Attendants can be recorded with a combined total time of 25 minutes (shared with voicemail, but can be expanded on the TalkSwitch 48-LS using TalkSwitch Memory cards).
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 28 Auto Attendant 1 2 3 4 5 6 7 8 9 Record message 41 42 43 44 45 46 47 48 49 Playback message 51 52 53 54 55 56 57 58 59 Erase message 041 042 043 044 045 046 047 048 049 Example: Recording and playing back Auto Attendant 1. Press to enter command mode, then dial 4 1 . 2. After the tone record your Auto Attendant message. Press finished. 3. Press 5 1 to listen to your recording.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 29 If no selection is made: If no selection is detected at the specified Auto Attendant, TalkSwitch can route the call to any Local or Remote Extension, Ring Group, Voice mailbox, Auto Attendant, Announcement or simply hang up. This feature is included in case someone does not have a touch-tone phone or it may be a fax call. It can also be used to forward calls immediately after the Auto Attendant answers the call.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 30 Playback Selecting this button displays a dialog box with instructions on how to listen to an Auto Attendant using a telephone. If you find that the playback of your Auto Attendant messages are too low, you can adjust the playback volume on the Audio Controls page located under ‘Options’. Erase Instructions Selecting this button displays a dialog box showing the instructions on how to erase an Auto Attendant using a telephone.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 31 2.3.2.3 Telephone Lines This section deals with how TalkSwitch will handle incoming calls based on the incoming line and ring cadence (distinctive ring numbers). First select a line to configure then the appropriate mode you want TalkSwitch to use these settings. Play Auto Attendant: If you wish to have the Auto Attendant answer calls to give callers options, select the appropriate Auto Attendant and number of rings before the Auto Attendant answers .
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 32 The next 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 will be greyed out. • If the Auto Attendant is set to answer after 1 or more rings, then you can con figure when specific extensions will ring before the Auto Attendant answers.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 33 For Local Extensions, there are 4 different ' Call Cascade' situations; Busy at extension, No answer at extension, Answer at extension(routing when a call is rejected) and Do not Disturb (when turned on at an extension). For each of these situations, you can control how and where you want the incoming call to the extension handled with up to 3 'cascade' destinations available. 1.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 34 Routing options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant or hang up. In the case where ‘hang up’ is selected, TalkSwitch will first play the following prompt before hanging up: “I’m sorry, that extension is unavailable at this time. Please try again later.” 4.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 35 2.3.2.5 Remote Extensions This section allows you to configure the incoming Call Cascade options for the Remote Extensions. The Call Cascade routing options are only engaged if the extension is chosen from the Auto Attendant or if a call is manually transferred to the extension. Once a call enters an extension’s Call Cascade sequence, the extension “owns” the call.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 36 3. Answer at ext. - routing options when this extension 'rejects' a call. With Remote Extensions you have the choice between two different Call Screening methods, 'play accept/reject prompt' and 'play caller’s name first'. Selecting 'play accept/reject prompt' will prompt the Remote Extension when answered by stating “This is call forward”. Selecting 'play caller’s name first' will prompt callers to record their name.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 37 2.3.2.6 Extension Ring Groups The following section configures the incoming call routing options for Ring Groups. The Call Cascade routing options are only engaged if the Ring Group had been chosen from the Auto Attendant or if a call had been manually transferred to the Ring Group. Once a call enters a Ring Group’s Call Cascade sequence, the Ring Group “owns” the call.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 38 3. Answer at ext. - routing options when any of the extensions in the Ring Group 'rejects' a screened call. Selecting 'play caller’s name first' will prompt callers (when they choose this Ring Group at the Auto Attendant) to record their name.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 39 Step 3 : You can now access any TalkSwitch extension, voice mailbox or use Call Bridge to make calls around the globe just as if you were sitting in your own office. There are two ways to activate Call Back: 1. Auto Call Back - Auto Call Back is immediate and eliminates the initial long distance call charge required to activate Call Back. When using Auto Call Back, all the Call Back settings must be pre-configured before Call Back is activated.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 40 2.3.3.1 Auto Call Back There are 4 Auto Call Back numbers that can be configured. Choose an Auto Call Back to configure and then activate it. Number to call back: Enter the Call Back number. This phone number should be entered exactly as you would normally have to dial the number from this line (i.e. do not enter a Line Hunt Group in the dialing string).
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 41 Number used to trigger Auto Call Back: Select the line/phone number when out of the office that you will be dialing to trigger this Auto Call Back. TalkSwitch will initiate the Call Back using the same line you initially called. You can make configure changes to this Auto Call Back by dialing into this phone number only. Use Password on Call Back: This option is designed to give you security and to restrict who can use this particular Call Back number.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 42 Allow Call Bridge : To allow Call Bridge after a Call Back has been accepted, check the Allow Call Bridge box. You may also restrict the Hunt Group access using Call Bridge from this Call Back by choosing the Hunt Group Access button. By default, Call Bridge is enabled when Call Back is activated. You will not be prompted for another password when you choose a Hunt Group at the Auto Attendant.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 43 Use dialing prefix with Call Back number: If you usually have to dial the same prefix when using Prompted Call Back (for example a long distance calling card number), you may want to enable 'Use dialing prefix with Call Back number'. Enter the dialing prefix including any required pauses or feature keys such as * or #. The corresponding key for inserting a 2-second pause is the comma.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 44 Allow Call Bridge : To allow Call Bridge after a Call Back has been accepted, check the Allow Call Bridge box. You may also restrict the Hunt Group access using Call Bridge from this Call Back by choosing the Hunt Group Access button. The call back number shown will always be the last number TalkSwitch dialed in the last Prompted Call Back session.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 45 There are four Call Bridge accounts activated by passwords. Each account can be configured to allow access to certain Hunt Group(s) when using Call Bridge. To activate an account, check the ‘Activate Call Bridge’ box and fill in a 4 to 8 digit password. Next, select ‘Hunt Group Access’ and assign the Hunt Groups you want to make available for this account.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 46 If there is a problem with the password, you will need to re-enter the password and then confirm it. If you do not want a password or want to delete the existing password, simply clear the password field and click ‘Verify Password’. TalkSwitch will no longer require a password for configuration. If the administrator forgets their password, the only option to gain access to the configuration settings is to contact Centrepoint Technologies. 2.3.4.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 47 Line Amplification: If you need to increase or decrease the volume of conversations through the system, you can adjust the gain for each line individually. By default, the settings compensate for any loss created by TalkSwitch and a portion of the loss created by your lines. If you have problematic lines or high loss lines, you may need to further increase the gain for each line.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 48 Transferring a caller to a Local Extension: When performing this action, in the case of the extension not answering or being busy, you have the choice of TalkSwitch either ringing back the extension who transferred the call or performing the “no answer” or “busy” action of the extension who the call was intended for. You also have the choice to adjust this setting for both the Remote Extensions and Extension Ring Groups.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 49 If being used with another PBX This feature can only work with PBXs that use "flash-hook" as its transfer method. Please contact your PBX manufacturer for transfer details. PBX extension length: If TalkSwitch is being used as an Auto Attendant with another PBX, you can set the number of digits the PBX uses for its extensions. This allows TalkSwitch to know what digits to pass on to the PBX to complete the transfer.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 50 Example: If you have chosen the PBX extension length to be 3 digits (and let's say John Doe's extension is 111 on the PBX), the Auto Attendant should say "To speak with John Doe, press 7111…". Now when 7111 is dialed, TalkSwitch puts the caller on hold and transfers the caller to extension 111. Internal clock setting: TalkSwitch can obtain time information from Caller ID for it’s internal clock.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 51 This tells TalkSwitch that you want it to dial: 70 (2 second pause) 1-800-555-1212 Audio output options: The following controls can be used for various reasons including demonstrating TalkSwitch and screening callers using Voicemail. By default the system is set to play only PA announcements through the PA output when 0 is dialed at a Local Extension.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 52 Flash Lengths Accepted Flash Length: These options control the allowable Flash length from a Local Extension that TalkSwitch will consider to be an intentional Flash. The range can be adjusted to accept anything from 50ms to 1 second. The default range for accepting a Flash signal at a Local Extension is between 200 ms and 800 ms. By default, most phones emit a 300 ms Flash signal when the ‘Flash’ or ‘Link’ button is pressed.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 53 Auto Attendant Adjustments: Since TalkSwitch allows callers to dial 100, 200 and 300 series extensions and also allows fall through options for the single digits 1, 2 and 3 at the Auto Attendant, there needs to be a time limit placed on how much longer after the first digit is pressed that TalkSwitch will wait for another digit before following the single digit option configured for that particular Auto Attendant.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 55 3 Using TalkSwitch 3.1 In the Office - Receiving Calls with or without the Auto Attendant The Auto Attendant functions automatically. Once it has been configured and its messages have been recorded, that's it! The Auto Attendant takes care of the rest. It will follow whatever instructions (configuration) it was given.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 56 Placing 'out-of-office' calls from a Local Extension: To place a call to an out-of-office telephone number from a Local Extension you must first access an available line by choosing a Hunt Group (9, 81-88) at the internal dial tone. Restrictions to specific Line Hunt Groups can be configured per extension. Your extension can also be configured to Directly Access a specific line (i.e.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 57 3.2.4 Transferring calls From a Local Extension to another Local Extension, Remote Extension or Extension Ring Group: To initiate an Unscreened Transfer - Put the caller on hold (by dialing 'flash'), dial the appropriate extension number and hang up. The caller will be taken off hold when the receiving extension is answered.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 58 If the person at the receiving extension does not wish to take the call, you can press 'flash' 5 to return to the caller. If you have the 3-Way Calling/Conference or Centrex Transfer feature enabled on the current line, you can select the Same Line Connect (80) to make use of these features. Everything proceeds as outlined above other than the fact that you are using the same line to transfer the call. 3.2.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 59 “The extension you have reached is currently busy. If you wish to continue holding, please remain on the line. To leave a voicemail message, press 1, and to return to the main menu, press ” If the call came from the Auto Attendant and the extension has no voice mailbox: “The extension you have reached is currently busy. If you wish to continue holding, please remain on the line and to return to the main menu, press .
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 60 3. When the extension is picked up, you can establish the 3-way call at anytime by pressing Flash then '6'. 2 outside callers and 1 Local Extension (Line 1 and Line 2): You can do this type of conference call using two different methods. The first method is similar to above, using only TalkSwitch for the conference function. 1. Establish a call with an outside party. 2.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 61 Transferring calls on parallel connected phones: Calls answered on a parallel connected phone can be transferred to any TalkSwitch extension or voice mailbox. If you want to transfer the caller, simply key in the 'Transfer Prefix ', then after you hear 2 ‘beeps’, enter the extension or voice mailbox number then hang up. You cannot announce a caller to the transferred extension, but if you do stay on the line, you will be in a ‘conference call’ state.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 62 If your modem is having problems dialing out, you may have to use a comma ‘,’ which represents a 2 second pause, instead of the ‘w’ for ‘wait for dialtone’. To change your modem's dial properties in Windows 95/98: 1. 'Double Click' on the 'My Computer' icon on your Windows screen. Then 'double click' on 'Control Panel', and finally 'Modems'. 2. When the 'Modems Properties' screen opens, click on the 'Dialing Properties' button. 3.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 63 3.3.2 Screening options for forwarded calls The screening options for Call Forwarding are configured using the Call Cascade’s 'Answer at ext.' options available in the 'Remote Extension' tab, see section 2.3.2.5 Forwarding calls with screening: When 'play accept/reject prompt' is configured in the 'Answer at ext.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 64 3.4 Out of the Office - Making Calls with Call Back and Call Bridge Working together, Call Back and Call Bridge act as your personal long distance operator. Whether you are across town or around the world, these two features allow you to place calls from your home/office telephone line(s). 3.4.1 Using Call Bridge Call Bridge allows you to place calls using your office telephone lines when you are not in the office.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 65 C) End the Call Bridge Session: Simply Hang up. This will end your Call Bridge session and disconnect you from TalkSwitch. If you want to guarantee that TalkSwitch disconnects at the end of a Call Bridge session, dial , then hang up. If you changed the ‘Special Prefix’ to instead of , you will need to dial to make another call, and dial to return to the Auto Attendant. To enter command mode, you will still need to enter .
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 66 For Prompted Call Back, TalkSwitch always dials the last Prompted Call Back number entered. If you do not have the Auto Attendant set to answer a line, a generic TalkSwitch Auto Attendant will answer after 15 rings and you can then dial 6 to access the Call Back settings. 2. Using 'Auto Call Back' Activation: From your out-of-office location, dial one of the Call Back telephone numbers that has been pre-configured for Auto Call Back activation.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 67 3.5 Using the Internal Voicemail System 3.5.1 Activating Voice mailboxes A Voice mailbox is activated from the TalkSwitch configuration software. There are 3 series of Voice mailboxes that can be activated in the Voicemail section of the configuration: Local Extensions mailboxes: These mailboxes are generally associated to the Local Extensions.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 68 After a message has been played: Dial 1 : Rewinds to last 5 seconds of message Dial 11: Replays message Dial 6: Forward the message Dial 7: Delete message Dial 9: Save message Change greeting options (press 2): This section allows you to record a new personal voicemail greeting. The default greeting is “The extension you have reached is unavailable at this time. Please leave a message after the tone”.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 69 If you DO NOT ENABLE Music-on-Hold and have an audio device plugged into the back of TalkSwitch: 1. When callers are put on hold at an extension, callers will hear TalkSwitch's default on hold beeping tone and your music. 2. When the Auto Attendant answers a call and transfers the caller to an extension, the caller will not hear any pre-recorded message. They will hear your extension ringing and your music.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 70 3.8 Upgrading the TalkSwitch Firmware We are continually looking for ways to enhance your communications capabilities. When new features are added, we want TalkSwitch users to have immediate access to the update.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 71 Step # 2 When you select and click on the appropriate version for download, a screen will appear asking you what you would like to name the file you are about to download, and in which folder/directory you would like to save it. We suggest leaving the file name 'as is' (install.exe) and saving it on your Desktop. Once the download is completed, you can begin your upgrade by double clicking on the 'install.
TS-user manual_Final_3rd.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 75 Appendix A - Help & Troubleshooting If you are having problems with the configuration or operation of TalkSwitch, please check the Troubleshooting section starting on this page. If you don’t find the solution to your problem, next try checking the FAQ section located under the Support area at our website: www.talkswitch.com. If you cannot resolve your problem and require further assistance, you can do one of the following: 1.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 76 The first things you should check 1. Check that your telephone cables are connected to a wall jack at one end and TalkSwitch at the other. Ensure the devices you are using as TalkSwitch extensions (phones, faxes, etc.) are plugged into the extension jacks located on the back panel of TalkSwitch. (Do not plug your extensions directly into a wall jack.) 2. Check the Serial cable or U S B connection between TalkSwitch and your PC. 3.
TS-user manual_Final_3rd.qxd 8/9/01 2:14 PM Page 77 Problem: I am unable to configure TalkSwitch using a touchtone phone and the Keypad Commands. • TalkSwitch cannot be configured using a phone connected in parallel to TalkSwitch. • If you are trying to configure TalkSwitch using an Out-of-Office phone, you must first enter Command Mode. If you have enabled password protection, you must also first enter the correct password.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 78 Problem: The Auto Attendant answers calls before any of the extensions ring. This is a problem for those TalkSwitch users who wish to have their local extensions ring before the Auto Attendant picks up incoming calls. • Check the 'Extensions to ring on incoming call before Auto Attendant answers' setting in the Call Handling tab in the 'Inbound Calls' folder.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 79 Call Routing with Local Extensions and Home Phones (Transfer and Intercom): Problem: Callers are disconnected when transferring calls from one extension to another. • It is possible that if you are using the hookswitch to put callers on hold rather than a Flash button, you may be holding the hookswitch down too long, and as a result are actually hanging up on the caller. Problem: Unable to place intercom calls from a Local Extension.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 80 Problem: Incoming faxes are not automatically detected and routed to the fax machine. On the Auto Attendant tab of the configuration software, check to ensure that you have chosen the appropriate extension for the field labeled 'if a fax call is detected'. • Not all fax machines emit a CNG tone that TalkSwitch can detect and route. Therefore, it is wise to consider incorporating an additional method of fax routing.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 81 Problem: One of the Local Extensions (telephones) does not ring. • Some telephones require more 'voltage' in order to ring. These phones are usually the older 'Bell' phones that have mechanical ringers. These phones are simply too much of a load for TalkSwitch and should not be used as an extension. • Make sure the telephone cord you are using between the phone and TalkSwitch is working properly.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 83 Appendix B - Using TalkSwitch with Telephone Company Calling Services 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.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 84 3-Way Calling/Conference - The 3-Way Calling/Conference service allows you to add a third party to a call already in progress. The 3-Way Calling/Conference service enhances TalkSwitch's capabilities whether you have 1 or more telephone lines. Using only one telephone line with 3-Way Calling/Conference service , gives you access to TalkSwitch's Call Forwarding, Call Back and Call Bridge features.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 85 When would you use double flash? 1. If TalkSwitch is to connected to any other system/service that uses 'Flash' to activate its features (e.g. a Key Telephone System, PBX, or telephone line with the Centrex service from your phone company). 2. If you are using any of your local telephone company services that are activated with 'Flash' (e.g. Call Waiting, 3-Way Calling/Conference, etc.).
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 87 Appendix C - Quick Commands and DTMF Functions These DTMF Quick Commands can be dialed from a Local Extension or an outside telephone at the Auto Attendant. To enter Command mode, dial at a Local Extension or at the Auto Attendant. If you are requested to enter a password, enter the Administrator password. Next, enter any command followed by the sign.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 88 DTMF descriptions dialed from a Local Extension. DTMF Function performed Notes 111-114 (24 models) 111-118 (48 models) Intercoms a Local Extension Direct dial from dialtone. 119 Reserved Direct dial from internal dialtone. 211-218 Dials a Remote Extension (associated with an external phone number). Direct dial from internal dialtone. 300-309 Dials an Extension Ring Group - 10 in total for the entire system.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 89 DTMF Function performed Notes 5 Disconnects current caller and reconnects immediately to the last caller put on hold. Action performed after putting a caller on Hold and dialing an intended destination. Call Parking Spaces - 10 in total for the entire system. Press 'flash' to place a call on hold, then assign a parking space 500-509. 500-509 500-509 Parked Call Retrieval Direct dial 500-509 from dial tone to pick up a parked call.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 90 DTMF descriptions dialed at the Auto Attendant message Digit dialed Function performed 0 User Defined - Mapped to an Extension, Ring Group, Auto Attendant, Voice mailbox, Announcement or perform no action. 111-114 (118) Dials Local Extensions (For the TalkSwitch 48 models, the extensions are 111-118). 211-218 Dials Remote Extensions associated with an external phone number. Functionality similar to a Local Extension.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 91 Appendix D - Safety Precautions and Regulatory Information Safety Precautions Before using TalkSwitch, please review and ensure the following safety instructions are adhered to: 1. Read, Follow and Retain Instructions - All safety and operating instructions should be read before operating the equipment, followed and retained for future reference. 2. Heed Warnings - All warnings on the equipment and in the operating instructions should be adhered to. 3.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 92 Important Notices F C C and IC Warnings This equipment complies with Part 15 and 68 of the Federal Communications Commission (FCC) rules in the United States. It also complies with regulations RSS210 and CS-03 of Industry Canada and Science Canada.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 93 FCC Part 68: Notice: The Industry Canada label identifies certified equipment. This certification means that the equipment meets telecommunications network protective, operational and safety requirements as prescribed in the appropriate Terminal Equipment Technical Requirements document(s). The Department does not guarantee that the equipment will operate to the user's satisfaction.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 94 Service Should you experience trouble with this telephone equipment, Model CT-TS01, TalkSwitch, for repair or warranty information, please contact your reseller. See Appendix E, “TalkSwitch One Year Limited Warranty”, for more information. If the equipment is causing harm to the telephone network, the Telephone Company may request that you disconnect the equipment until the problem is corrected.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 95 Appendix E - TalkSwitch One Year Warranty The Original end-user purchaser 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.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 96 DOC Compliance This digital apparatus does not exceed the Class B limits for radio noise emissions for digital apparatus as set out in the Radio Interference Regulations of the Canadian Department of Communications. The FCC Statement is located in Appendix D, “Safety Precautions and Regulatory Information”. Warranty Service To be eligible to obtain warranty service you must retain proof of purchase and contact your reseller for warranty details.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 97 To obtain Warranty service: 1. Contact your reseller and obtain a Warranty Return Authorization (WRA) number if required. If you purchased the product directly from Centrepoint Technologies, you can obtain this number by contacting the Technical Support department at Centrepoint Technologies (613) 725-2980. Please have your model and serial number available when you call. 2.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 99 Appendix F - Return Policy Products purchased from a reseller: Check with your reseller on the specific details regarding their return policy. Products purchased directly from Centrepoint Technologies: Contact Centrepoint Technologies for details regarding the return policy. For information regarding product servicing, please refer to the TalkSwitch One Year Limited Warranty.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 101 Appendix G - TalkSwitch and Power Interruptions TalkSwitch settings and configurations: In the event of a power failure, your TalkSwitch settings and configurations will not be lost. TalkSwitch’s feature settings (configuration) are stored in an EEPROM. An EEPROM is a form of non-volatile memory. Non-volatile memory means that your feature settings (configurations) remain in TalkSwitch's memory despite interruptions in TalkSwitch's power supply.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 103 Glossary * (Star/Asterisk Sign) The character on the bottom left of your touchtone telephone keypad. # (Pound Sign) The character on the bottom right of your touchtone telephone keypad. It is also commonly called the number sign. 3-Way Calling/Conference A service provided by telephone companies which allows you to connect parties on three different telephone lines together for one conversation.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 104 Central Office Your local telephone company or public exchange network. Centrex/Plexar Central Office Exchange Service. A type of PBX service offered by the telephone company on a 'pay per service' basis. All call switching occurs at a local telephone station instead of a company's premises. CNG A 'chirping' tone emitted by fax modems and most fax machines to initiate contact with another fax machine/modem. CO Central Office.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 105 Digit Any whole number from 0 to 9. The numbers on your telephone keypad can also be referred to as digits. DSP Digital Signal Processing. Refers to manipulating analog information, such as sound or video that has been converted into a digital form. Digital Digital devices (phones, answering machines, etc.) convert analog sine waves into digital signals (a combination of zeroes and ones) for storage and/or transmission over digital lines.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 106 Firmware Firmware is a combination of software and hardware. More precisely, it is software (programs or data) that has been written onto hardware (micro-chips). Micro-chips (ROMs, PROMs and EPROMs) that have data or programs recorded on them are called firmware. Flash button A button on your telephone. Pressing the Flash button has the same effect as pressing the Link button or depressing and releasing the 'hang up' (switch) hook on a telephone.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 107 Keypad (Telephone) The push buttons on a telephone. Key Telephone System With Key Telephone Systems, access to telephone lines and calling features is controlled internally within each telephone unit. Users can gain direct access to telephone lines, etc. by pressing a key (or button) on their telephone. LED Light Emitting Diode. An electronic device that lights up when electricity is passed through it.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 108 Phone Load See Ringing Equivalency. Prompt Recorded instructions delivered by voice processing units. TalkSwitch provides prompts for you when using such features as Call Back, Call Bridge and Selective Call Forward. Prompts are also provided when configuring TalkSwitch using a telephone Keypad and for callers being put 'on hold'. Registered Jacks Telephone and data plugs registered with the FCC.
TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 109 TAPI Abbreviation of Telephony Application Programming Interface, TAPI, introduced in 1993 as the result of joint development by Microsoft and Intel, is a standard for applications connecting a PC running Windows to telephone services. TAPI defines standards for simple call control and for manipulating call content.
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TS-user manual_Final_3rd.qxd 8/9/01 2:15 PM Page 113 Music, 3, 4 Return Policy, 99 Music-on-hold, 2 5, 6 8 No answer at ext.
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