TALKSWITCH USER GUIDE TALKSWITCH 24-CA TALKSWITCH 48-CA/CVA RELEASE 3.24 C T.T S 0 0 5 .
Copyright Information TalkSwitch Copyright 2006 — All Rights Reserved. TalkSwitch is a division of Centrepoint Technologies Inc. TalkSwitch and Appello® are registered trademarks of Centrepoint Technologies Inc. Reproduction, adaptation or translation without prior written permission is prohibited, except as allowed under the copyright laws. Information in this user guide is subject to change without notice and does not represent any commitment on the part of TalkSwitch.
TA BL E O F CON TE N TS CHAPTER 1: TALKSWITCH INSTALLATION 1.1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.2 Front Panel lights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 1.3 Back Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1.3.1 TalkSwitch 24-CA . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 2: TALKSWITCH CONFIGURATION 2.1 Install the TalkSwitch Configuration Software . . . . . . . . . . . . . . . . . . . . . . . . . 13 2.2 Running the TalkSwitch software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2.3 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 2.3.1 The configuration screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 2.3.1.1 File Menu . . . . . . . . . . . .
2.3.6 Call Back/Call Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 2.3.6.1 Auto Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 2.3.6.2 Prompted Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 2.3.6.3 Call Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 2.3.7 Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.4 Using the TalkSwitch Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 3.4.1 Activating voicemail boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 3.4.2 Retrieving messages/Accessing a voice mailbox . . . . . . . . . . . . . . . . 104 3.4.3 Pager and Cell Phone notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 3.5 Music on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.2.4 Answering and Fax Machines . . . . . . . . . . . . . . . . . . . . . . . 136 6.2.2.5 Other Possible Local Extension Problems . . . . . . . . . . . . . 137 6.2.2.6 Two or more TalkSwitch units connected to the same LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 6.2.2.7 Problems that may occur with VoIP . . . . . . . . . . . . . . . . . . 139 APPENDICES A: Quick Commands and DTMF Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 1 TA L KSW ITCH I NSTA LLA TIO N 1.1 INSTALLATION Note: The VoIP symbol indicates sections that only apply to TalkSwitch 48-CVA (VoIP version). We recommend that 48-CVA users read Chapter 5: VoIP Information.
If any of these items are missing, please contact your TalkSwitch dealer. Warning: If TalkSwitch has been exposed to temperatures below 0°C prior to installation, wait until the system has reached room temperature to avoid condensation.Warning: If you live in an area with cold temperatures, do not plug TalkSwitch into a power outlet until the system has warmed to room temperature. Otherwise, condensation could build up on the electronics and cause damage when you power up TalkSwitch. 1.
Light: State Description Note: Line 3 and line 4 lights apply to Talkswitch 48-CA/CVA models only. For more details on line LED light error codes, see Chapter 5: Help and Troubleshooting. Line 3 Line 4 On Solid Line 3 is currently in use. Pulsing Slowly Line 3 caller is on hold. Flickering Line 3 is ringing. Quick Pulse Line 3 is engaged by a device that is sharing the line with TalkSwitch. On Solid Line 4 is currently in use. Pulsing Slowly Line 4 caller is on hold.
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 the TalkSwitch Music-on-Hold feature. This is a 1/8" (3.5 mm) phono jack. Mono cables are recommended. If you have multiple TalkSwitch units on a LAN, you will need to provide a music source to each TalkSwitch. If loading a music file, no external source is required. PA Connect to a P.A. system if you wish to use the external paging feature. This is a 1/8" (3.
Jacks/Ports What to plug in L1-L2 (all TalkSwitch models); L3-L4 (TalkSwitch 48 models only) This is where you plug in your RJ-11 telephone lines. If you have 2 lines out of 1 phone jack, you can plug into the 1/2 and 3/4 jacks. Use a surge protector if you live in an area prone to lightning strikes. USB Use the USB port if your PC supports USB connectivity. You cannot use the USB and the Serial port simultaneously.
1.4.2 Attaching phones and other devices to TalkSwitch extension jacks You can connect any regular analog telephone, cordless phone, fax machine, answering machine or modem to the TalkSwitch extension jacks (E1–E4 on 24 models or E1–E8 on 48 models ). Multiple devices can be connected to each extension jack by ‘chaining’ them together or using a line splitter.
1.4.3 Connecting devices to the Music and PA jacks The Music jack is designed to support any audio source (CD player, radio, tape player, sound card etc.) for playing music or messages to callers while on hold. Connect the audio source via its headphone output to the Music jack. The Music jack requires a 1/8" (3.5mm) mono phono connector. If you have a 48 model with more than one TalkSwitch connected to a LAN, you need to provide audio to the Music jacks on each TalkSwitch.
Palm Pilot, Hot Sync, TalkWorks or digital camera software. These programs tend to occupy COM ports thus making them unavailable for other programs. 1.4.4.3 Connecting TalkSwitch to a PC using a Serial cable If you wish to use an available Serial port, connect TalkSwitch to your PC with a RS-232 Serial cable (not included). By default, TalkSwitch is shipped with the Serial and LAN ports enabled and the USB port disabled.
1.5 USING 2 OR MORE TALKSWITCH UNITS ON A LAN If you have one TalkSwitch unit, ignore this section and proceed to Chapter 2: TalkSwitch Configuration. 1.5.1 Connecting 2 or more TalkSwitch units to a LAN TalkSwitch 48-CA and -CVA units can be networked together on the same LAN. Ensure you have the appropriate firmware on all units before adding units to the LAN. Check www.talkswitch.com/support/ for the latest updates.
To resolve the conflict, assign a different Unit ID each of the units. Pick up a telephone handset connected to one of the extension jacks on the TalkSwitch unit you want to assign a different Unit ID to. You immediately hear a system prompt indicating that there is a conflict and a new Unit ID needs to be chosen. Select an available Unit ID between 2 and 4. The system indicates that the update was successful and the front panel lights stop flashing after several seconds.
The extensions and voice mailboxes affected by the new numbering system: Unit ID 1 Unit ID 2 Unit ID 3 Unit ID 4 Local Extensions 111-118 121-128 131-138 141-148 Remote Extensions 211-218 221-228 231-238 241-248 Local Mailboxes 111-118 121-128 131-138 141-148 Remote Mailboxes 211-218 221-228 231-238 241-248 General Mailboxes 410-419 420-429 430-439 440-449 None of the Extension Ring Groups are affected They are global to the entire system.
extension or voice mailbox cannot be reached, the caller hears a system prompt to the effect: “The extension you are trying to reach is currently unavailable, please try again later.” Outgoing Line Hunt Groups By default, when two or more units are on a LAN, the system tries placing calls out on the same TalkSwitch unit the call originates from.
CHAPTER 2 TA LKSW ITCH CO NFIGURATION 2.1 INSTALL THE TALKSWITCH CONFIGURATION SOFTWARE Insert the TalkSwitch CD into your CD drive. The Install program starts automatically. If you prefer to use Windows Explorer: Double-click the My Computer icon. Double-click the CD-ROM/DVD drive. Double-click the Startscreen.exe file. Follow the instructions on the screen. Important: The latest version of the TalkSwitch software can also be downloaded from the TalkSwitch website www.talkswitch.com.
2.2 RUNNING THE TALKSWITCH SOFTWARE After the installation is complete, double-click the TalkSwitch icon. If TalkSwitch is currently connected to the same network as your PC, the configuration software detects and retrieves the settings from TalkSwitch automatically. If TalkSwitch is not yet connected, or is connected via the USB or Serial port, the following screen displays with different configuration options.
2.3 SYSTEM CONFIGURATION 2.3.1 The configuration screen The configuration screen consists of the following parts: X Z Y [ 1. Menu Items 2. Configuration Navigation (expandable); controls the display in the configuration window 3. Configuration Window; displays configuration information and TalkSwitch image. 4. View System Information Click this link to view each TalkSwitch unit’s MAC address, IP address, hardware version and firmware version.
2.3.1.1 File Menu Open... Opens existing configuration files from the PC. Default configuration files are included with the software. TalkSwitch backs up to a file called “LastSavedConfig.dat” every time you save settings to TalkSwitch. Save to TalkSwitch Saves the current configuration to TalkSwitch. Save to File... Saves the current configuration to a file. Exit Closes the Configuration. Retrieve Settings Retrieves settings from TalkSwitch connected to the PC. Update Firmware....
Defaults Select this option to reset the current page or the entire configuration back to defaults. Reboot TalkSwitch Prompts you to save the configuration. The reboot takes 25 seconds. 2.3.1.4 Help Menu To access TalkSwitch documents in PDF format (user guides, quick guides, references etc.), go to: Start Menu > Programs > TalkSwitch > Documentation. About TalkSwitch Configuration Utility...
Note: Specific details describing the configuration for the use of features related to the TalkSwitch in a networked configuration, are preceded by the icon below. If you have a single Talkswitch, you can skip these sections in the guide. 2.3.2.
2.3.3 System Information Click the next to System Information to expand it. Each item is described in the 2.3.3 sub-paragraphs. Note: The configuration screens that follow are depicted for both, the 24-CA and 48-CA/CVA users if they are different. If they are the same, only the 48-CA/CVA screen is shown. The only differences are the two additional items, IP Configuration and VoIP Configuration under the System Information and more than one TalkSwitch tab on some of the screens. 2.3.3.
TalkSwitch 48-CA/CVA System Name: For tracking purposes, a system name can be assigned. System Password: To activate the use of a system password, enter a 4- to 8-character numeric password. The password is also used to gain access to the system using a touch-tone phone. If you do not want a password leave the field blank. To delete a password, enter the existing password. Click on the password field again but do not enter anything and click ‘Ok’.
Note: If the administrator forgets the password, the only option to gain access to the configuration settings is to contact TalkSwitch Technical Support. 2.3.3.2 IP Configuration In order for the TalkSwitch 48-CVA to function properly, an IP address and other pertinent information is required. If you have a TalkSwitch 48-CA, this information is only required to configure the system remotely or to network it with a CVA on a LAN. There are two methods of configuring the IP settings, automatic and manual.
Public WAN IP Address Type of public WAN IP address for Internet Connection: Select dynamic if your public IP address is a dynamic IP address from your Internet Service Provider (ISP). If you are unsure if your connection is dynamic or static, leave this option set to ‘dynamic’. When set to dynamic, TalkSwitch checks your public IP address every 5 minutes. If it changes, TalkSwitch automatically updates to the correct information to manage VoIP calls properly.
The radio button ‘Use the following IP and DNS information’ is selected System IP Settings section If there is no DHCP server present, the following fields need to be completed if you plan on using the VoIP capabilities of the TalkSwitch 48-CVA. Unit n IP Address: Assign an available static IP address to each TalkSwitch unit, where ‘n’ refers to the unit ID (1-4). If you use a DHCP server, you need to reserve an IP address for each TalkSwitch unit.
Preferred DNS Server: Enter the preferred DNS server’s IP address. This is also known as the primary DNS server. DNS is a Service that maintains information about a portion of the Domain Name System (DNS) database and responds to DNS queries for determining an IP address resolved from a Domain Name. For more information about DNS, see Chapter 5: VoIP Information. Alternate DNS Server: Enter the alternate DNS server’s IP address if applicable. This is also known as the secondary DNS server.
In the “TalkSwitch Profile” tab TalkSwitch has a built-in SIP Server Proxy/Registrar/Redirect server. This facilitates the configuration and maintenance for multi-branch and teleworker applications. One location needs to be assigned as the SIP Server to manage call requests between VoIP locations and the other locations need to register with the SIP Server location.
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 to this unit. (for example, ‘domain.com’). Note: This field is only required when TalkSwitch is being provisioned with a VoIP service provider. In this case, enter the realm/domain associated with the service provider.
business reasons, you might want to make all lines available for incoming calls and restrict the number of lines used for outgoing calls. Maximum number of VoIP numbers 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 the likelihood of incoming calls being missed.
Service Provider Name: Enter the name for your VoIP service provider. The name will be displayed elsewhere in the configuration software in areas related to VoIP service. Proxy Server Name: Enter the IP address or domain name associated with the Proxy Server. If the Server is using a different port than 5060, specify the port number after a colon at the end of the domain or IP address. Example, 222.234.432.
2.3.3.4 Telephone Lines This section tells TalkSwitch about the telephone lines plugged into its back panel. Select a line and fill in the information. For each line there is a status message (“Line detected at initialization”) indicating if TalkSwitch detected a line plugged into the associated line port. If a line is plugged into a line port and is not detected, check your telephone line and choose File -> Retrieve Settings to update the screen.
In the “Telephone company services” section Select any of the Telephone Company Services that you currently have for each line. The following is an explanation of each service and the impact of selecting each option on how TalkSwitch handles calls. For definitions and further details how to use these features with TalkSwitch, see Appendix B.
Hunt/Rollover/Busy Forwarding Check this box if the current line is associated with a Line Hunt or Line Rollover service from the Telephone Company. In general, any lines that belong to a Hunt/Rollover group should be configured to handle calls the same way. Calibrate Lines (button): Click this button whenever a line is added or changed. Calibrate Lines allows TalkSwitch to optimize lines for Call Bridge and Call Forwarding. Note: Only lines that are detected get calibrated. Note: Section 2.3.3.
Activate phone numbers as required. If you had previously assigned numbers in the first slot for each of the VoIP numbers and performed a firmware update, the new layout will place these numbers in VoIP slots 1,4,7 and 10. Phone numbers need to be associated with the TalkSwitch network or a Service Provider network. In the “TalkSwitch Profile” section: All VoIP numbers are active when the system is first configured.
In the “Service Provider Profile” section All VoIP numbers are active when the system is first configured. Phone numbers need to be entered exactly as provided by the Service Provider. For the United States and Canada, the Country code is 1. Enter the area code and phone number. Enter a Username and Password. Every phone number has a unique Username and Password. 2.3.3.6 Line Hunt Groups There are a total of 9 Line Hunt Groups that control outbound call line selections.
Hunt Group 83: selects telephone Line 3 Hunt Group 84: selects telephone Line 4 Hunt Group 88: selects any available VoIP number (only applies when a 48-CVA is present on the LAN) Note: Hunt Groups 83 and 84 only apply to 48 models. Select a Line Hunt Group and enter a unique name to identify this Hunt Group elsewhere in the configuration software. Under ‘Set Line Hunt Group’, select the Line Type. If you wish to use this Hunt Group to access telephone lines, select ‘Phone Lines’.
2.3.3.7 Automatic Route Selection and Toll Restriction Automatic Route Selection (ARS) allows outgoing calls to be redirected to different telephone lines or VoIP trunks and hence network operators based on the leading digits dialed to access geographical areas, mobile operators or services. For example, use this feature to block all long distance calls or redirect long distance calls to VoIP.
You can define a name for each line hunt group and adjust the order in which the telephone lines will be used for outgoing calls. • Type a name into the Line Hunt Group name: field (up to 20 characters). • Click the check box next to the lines you wish to include in the line hunt group. • Click/highlight the telephone line you wish to move. • Click the Move Up or Move Down button to reflect the desired selection order.
• Leading digits are the first digit or first several digits of an international access code, country code, area code or phone number. • Leading digits can be anywhere from 1–11 characters. • Leading digits can include numeric characters 0–9 and *. The leading digit for long-distance calls within North America is ‘1’. As soon as you dial ‘1xxx xxx-xxxx’, the system recognizes that you are making a long-distance call within North America.
Note: The entries that you specify for ARS match the dialed digits with the longest leading digits entry. If the numbers dialed match the digits that you specified in table shown above, the call is routed to a line hunt group or blocked according to the Action you selected. Example: • If you dial ‘9’ followed by a phone number that does not start with ‘1’, ‘01’ or ‘01161’, you access an outside line. The number is automatically routed according to the configuration of line hunt group 9.
Set Local Extension Hunt Group Access By default, all line hunt groups for each local extension are enabled. If you wish to restrict access to some line hunt groups, you need to disable the line hunt groups at the local extension. • • • • • Open the TalkSwitch Configuration software. Select System Information Click on Local Extensions. Click the Hunt Group Access button. Remove the check mark (by clicking it) next to the line hunt groups you do not want to allow for that local extension.
Password Protection We recommend that the administrator’s password protection is enabled when you use automatic route selection and toll restriction. Enable the password protection in the TalkSwitch Configuration software under System Information -> Administration. Enter a 4–8 character numeric password. Telephone Line Three-Way Calling Services Calls on telephone lines with the telephone company’s 3-way calling service are not routed through ARS. They are either allowed or blocked.
2.3.3.8 Fax Information If you have a dedicated fax line or a Distinctive Ring number for a fax ma shine associated with a line, choose the fax number in the list. If you don’t have a line dedicated for inbound faxing, select ‘None’. If you do not see your fax number in the list, make sure you have activated the appropriate line or Distinctive Ring number in the TalkSwitch Configuration software, under System Information -> Telephone Lines.
Note: If your fax machine is connected to E8 on a TalkSwitch with Unit ID 2, the fax extension number is 128. If you have a dedicated fax line or number, your fax machine should be connected to an extension jack on the same TalkSwitch unit where the fax line/number is connected.
Local Extensions are activated with the associated Voice mailbox by default. Voicemail boxes for each Local Extension can be de-activated in the Voicemail section in the System Information folder. Caller ID Information section Last Name/First Name: Enter the first and last name of the person associated with the extension. The last name is required if the person is included in the ‘Dial by Name’ directory listing used by the Auto Attendant.
and don’t want to reprogram the speed dial phone numbers. In this case, you select ‘Direct line access’ and choose the appropriate Hunt Group. As soon as the fax goes off hook, TalkSwitch hunts the specified lines for an available line. This feature allows users to avoid dialing extra digits to access a line. Warning: When using Direct Line Access, the telephone company line dial tone is first available when you pick up the handset.
Remote Extension number. There are 8 Remote Extensions available per TalkSwitch unit. Note: If a TalkSwitch has Unit ID 2, the Remote Extension numbers are 221–228. Unit ID 3 has remote extensions 231-238 and Unit ID 4 has 241-249. Choose a Remote Extension to configure. You must enter a phone number in order for the extension to be considered active by the system. Last Name/First Name: Enter the first and last name of the person associated to the extension.
Connect using: Select the line Hunt Group that TalkSwitch will use to connect the Remote Extension. This is an advantage if you have an inexpensive longdistance plan set up for the lines in Hunt Group 84. You may want to use this Hunt Group for your long-distance Remote Extensions. Use Same Line Connect Check this box to allow incoming calls to use the same line of the original incoming call when forwarding it to the Remote Extension.
Different uses for Extension Ring Groups Send calls to specific groups of employees. For example, if you have a company with several departments, you can configure Extension Ring Group 300 for the Sales Department, to ring extensions 111, 112, 113, and 114. Ring Group 301 might be for Technical Support, ringing extensions 115 and 116.
In the “Set Ring Group” section Select each extension you wish to add to that Ring Group. Repeat this process for each of the Extension Ring Groups you want to activate. Ring pattern: Choose how you want the phone(s) to ring for the Ring Group. 2.3.3.12 On-hold/ Ringback If you wish to have callers listen to music or advertising while they are on hold, enable Music on Hold in this tab. On-Hold Settings There are 3 options for when callers are placed on hold. 1.
Check the volume of music on hold with a test call. Adjust the levels as required. This setting is not real-time. Save the configuration to TalkSwitch and make another test call. Transfer Settings Select if you would like your callers to hear ringing, music or the ‘double beep’ tones while they are transferred. Note: If you connect a music source to the Music jack but do not enable Music on hold, the caller hears both, music and a beep sound on hold.
All Local Extensions are activated with a voicemail box by default. Mailbox Option section Play announcement only: If you want to use a local extension mailbox for informational purposes and prevent callers from recording messages, check the ‘Play announcement only’ box. If a caller presses ‘0’: Select what action to take when a caller presses ‘0’ during Mode 1 or Mode 2 while in a voice mailbox. go to voice mailbox Callers are transferred to the specified mailbox.
go to auto attendant Callers are transferred to the specified Auto Attendant. perform no action No action is performed when ‘0’ is pressed. Load Greeting (button): You can load a pre-recorded voicemail greeting from your PC to TalkSwitch. The file must be an 8khz, 8-bit, mono µ-law .wav file. In the Voicemail Notification Settings section Under the Dialed Notification tab, set the manner in which you want to be notified when new messages arrive.
Dial notification phone number using: Select the Hunt Group you want to use for the Remote Phone and Pager Notification calls. It allows you to 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 entire notification attempt. You can specify the time interval between attempts.
2.3.4.2 Remote Extension Voicemail Remote Extension voicemail is similar to the Local Extension voicemail. Ensure that the remote extension has been enabled so that you can activate its voicemail. Please refer to section 2.3.4.1 for information on the following. If a caller presses ‘0: Go to voicemail box; Go to local ext.; Go to remote ext.; Go to ring groups; Play announcement only or perform no action.
2.3.4.3 General Voicemail General Voicemail is similar to both Local and Remote Extension Voicemail. These are generic mailboxes used for general purposes like messages for a sales team or a technical support group. Please refer to section 2.3.4.1 for information on the following. If a caller presses ‘0: Go to voicemail box; Go to local ext.; Go to remote ext.; Go to ring groups; Play announcement only or perform no action.
2.3.4.4 Global Settings Any changes made to Global Settings affect all system voice mailboxes. Global Message Waiting Indicator This option is helpful if you use a limited number of voice mailboxes. When a new message is left in any active voice mailbox, the Power/Data light pulses very slowly to indicate that there is at least one new message in one of the mailboxes. Once all new messages have been heard, this light returns to the solid state (default state).
advantage of listening to the Caller ID information at the end of the message to identify callers*. *Caller ID service required from your telephone company. View Mailbox Data (button) View the details for each voice mailbox and announcement followed by a summary. This tool is useful for managing the voicemail resources of the system. Reset Mailboxes (button) Example: An employee has left the company and all greetings, messages and settings for a particular mailbox have to be reset.
2.3.5 Call Handling 2.3.5.1 Modes The use of Modes allows you to run different call handling configurations at different times. For example, you may want forward calls to your cell phone during the day and to your voicemail after business hours. Modes are switched manually or automatically (with Automatic Mode Switching). Name the modes since names are displayed elsewhere in the configuration software whenever Modes are used.
2.3.5.2 Auto Attendant The Auto Attendant greets callers and tells them which number(s) they should press on their telephone keypad to reach a particular extension, person, message, or department. Callers can dial Local Extensions (1xx), Remote Extensions (2xx), Extension Ring Groups (300-309), Voicemail (to both leave messages and access messages), access Call Back, access Call Bridge and enter Command mode directly to make changes to the system configuration.
Record Auto Attendant messages Pick up any Local Extension (dial into TalkSwitch from an external source at the Auto Attendant) and enter command mode by pressing # . If you have an Administrator password, enter it. Begin entering the touch tone commands listed below. TalkSwitch ‘walks’ you through the recording. After entering a command, press # to confirm the entry before continuing with other commands or exiting command mode. To exit, press * or hang up.
At the Auto Attendant, perform the following actions The caller can select the single-digit options ‘0’, ‘1’, ‘2’, ‘3’, ‘4’ or ‘5’. If the caller selects ‘0’ then: The ‘0’ option is used to direct callers to a receptionist. You may want to configure this option to ring a Local Extension. For an after hours Auto Attendant, use this option to forward calls to a Remote Extension for emergency purposes or direct callers to a voice mailbox.
play announcement You can set any unused voicemail to ‘play announcement only’. Announcements are useful for providing directions, business hours and/or other information. Inform callers that they can press * to return to the Auto Attendant. go to directory If you want to enable callers to locate employee extension numbers by last name, select this option. Note: TalkSwitch waits 1.5 seconds after your caller inputs a digit before following with another digit.
If 6 is dialed If you press ‘6’ at the Auto Attendant, you are able to configure and use Auto and Prompted Call Back. See section 2.3.6.1 for more details about configuring Call Back and section 3.7.2 for details on using Call Back. Note: If you dial ‘6’ at the Auto Attendant and no Call Back is 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.
Load Auto Attendant (button) Click this button to display a dialog box with instructions on how to load an Auto Attendant using a pre-recorded .wav file. If you want to have Auto Attendants professionally recorded, make sure to specify that the files have to be 8KHz, 8bit, mono, and saved as a µ-law format .wav file. Erase Instructions (button) Click this button to display a dialog box showing the instructions on how to erase an Auto Attendant using a telephone.
2.3.5.3 Telephone Lines This section describes how TalkSwitch handles incoming calls based on the incoming line and ring cadence (distinctive ring numbers). On an incoming call during mode 1 or 2 Select a line to configure and select Mode 1 or Mode 2 where you want TalkSwitch to use these settings. If you entered the phone number in the Telephone Lines section under System Information, the number displays on the corresponding button.
Note: If you call on any line, TalkSwitch answers after 15 rings with a generic Auto Attendant so that you can still access the system to make configuration changes, change modes, access voicemail or dial Extensions. Play Auto Attendant This option plays an Auto Attendant for incoming calls. Select the appropriate Auto Attendant (1–9) and the number of rings before the Auto Attendant answers.
Descriptions for VoIP numbers and Telephone Lines (section 2.3.5.3/4) on the four features below are the same. Ring Extensions only (no Auto Attendant is played), Play Auto Attendant or, Go to Voice Mailbox. and Adjust Sequence... (button) 2.3.5.5 Local Extensions — Call Cascade This section configures the incoming Call Cascade options for the Local Extensions. The Call Cascade routing options are engaged if the extension is selected by the caller or if a call is manually transferred to the extension.
If a call is manually transferred to a Local Extension that is busy, TalkSwitch follows the Call Cascade options for that extension. There are 4 different ‘Call Cascade’ situations for Local Extensions. 1. 2. 3. 4. Busy (at extension); No answer (at extension); Answer (at extension, routing when a call is rejected) and Do not Disturb (when turned on at an extension).
• queue caller, • play busy tone (example, if a fax machine is at the extension), • hang up. For more information on these features, see chapter 3 — Using TalkSwitch. 2. No Answer tab — routing options if this extension is not answered after x rings Select the number of rings and select one of the actions. 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.
• go to auto attendant, • hang up. When ‘Do not Disturb’ is enabled, you hear ‘Do not disturb on’ before the dial tone as a reminder that no calls ring at your extension. You may dial during this prompt. Note: In the Cascade sequence, only choosing an extension (Local, Remote or Ring Group) allows you to choose an option in the next selection. Any other selection is considered an end-of-call option. Note that the last selection in the Cascade sequence only allows the choice of an ‘end-of-call’ option.
For Remote Extensions, there are 3 different ‘Call Cascade’ options. For each of these options, you can control how and where you want the incoming call to the extension handled. 1. Busy tab — routing options when this extension is busy Cascade options for forwarding calls: • go to voice mailbox, • go to local ext., • go to remote ext., • go to ring group, • play announcement, • go to auto attendant, • play busy tone (example, if a fax machine is at the extension), • hang up.
3. Answered tab — routing options when this extension answers or ‘rejects’ a screened call Select ‘play caller’s name first’ to prompts callers who choose this extension at the Auto Attendant, to record their name. When you answer the call at the extension, it announces the caller (by playing their recording). At this point, you can accept the call by pressing # or reroute the call to the Cascade options on this tab by hanging up or pressing * .
For Ring Groups, there are 3 different ‘Call Cascade’ options. For each of these options, you can control how and where you want the incoming call to the extension handled. 1. Busy tab — routing options when this extension is busy Cascade options for forwarding calls: • go to voice mailbox, • go to local ext., • go to remote ext., • go to ring group, • play announcement, • go to auto attendant, • queue at ring group, • play busy tone (example, if a fax machine is at the extension), • hang up.
3. Answered tab — routing options when this extension answers or ‘rejects’ a screened call Select ‘play caller’s name first’ to prompts callers who choose this extension at the Auto Attendant, to record their name. When you answer the call at the extension, it announces the caller (by playing their recording). At this point, you can accept the call by pressing # or reroute the call to the Cascade options on this tab by hanging up or pressing * .
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. Before Call Back is activated, all the Call Back settings must be pre-configured. To use Auto Call Back, dial your office telephone number, let the call ring twice and hang up and Call Back is activated. 2.
Number to call back: Enter the Call Back number exactly as you would normally dial the number (i.e. do not enter a line Hunt Group in the dialing string). Use dialing prefix: If you have to dial the same prefix every time when using Auto Call Back (i.e. long distance calling card number), enable ‘Use dialing prefix’. Enter the dialing prefix including any required pauses or feature keys like * or # . Use a comma to insert a 2-second pause.
Use Password on Call Back: The password option is designed to give you security and to restrict the use of this particular Call Back number. Enter a 4- to 8-digit password for the Call Back. When TalkSwitch calls you back, you are prompted for the password to accept Call Back. 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.
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 Call Bridge line access by selecting 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 select a Hunt Group at the Auto Attendant. Note: For a 2 second pause, dial * 0 and for a # , dial * When you have completed the entire dial string, press # . 2.3.6.2 # .
Note: When you access Prompted Call Back from out of the office, you may change this number before initiating a Prompted Call Back. The benefit of Prompted Call Back is that you do not need to preset the number before you leave the office. Use dialing prefix: (with Call Back number) If you have to dial the same prefix when using Auto Call Back (for example a long distance calling card number), enable ‘Use dialing prefix’. Enter the dialing prefix including any required pauses or feature keys like * or # .
1. Press # to enter command mode. Enter the password if required. 2. Enter the appropriate command as listed below. After each command, press # to confirm the entry. To record message: 65 To playback message: 75 Allow Call Bridge: To allow Call Bridge when a Call Back is accepted, check the Allow Call Bridge box. You can restrict the Call Bridge line access by clicking the Hunt Group Access button. By default, Call Bridge is enabled when Call Back is activated.
Call Bridge saves money while using Call Back or on its own. It bypasses the high long distance rates for cell phones. How to use Call Bridge: 1. Call into TalkSwitch from any out-of-office telephone. 2. At the Auto Attendant message, dial the Hunt Group for which you have the account password (9 is default). You are prompted for the password. 3. Dial the password and press # to access a TalkSwitch telephone line. 4. At this point, you can dial a number the same way as from the office.
Line Controls If you need to adjust the volume of conversations through the system, you can adjust each line individually. The default settings compensate for loss created by TalkSwitch and a portion of the loss created by your lines. We recommend that you adjust the level for each line separately, as the characteristics of each line may vary. These controls only affect the volume heard by the caller. To calibrate the lines once a line is added or changed, click the ‘Calibrate Lines’ button.
Using these codecs can cause one side of the call to sound ‘choppy’ because the broadband connection cannot handle the required bandwidth. Voice Activity Detection (VAD): A typical voice conversation may contain 35-50 percent silence. If customers need to conserve bandwidth, we recommend to enable VAD. When VAD is enabled, voice packets are suppressed during silence (i.e. an extension is on hold or there is no talking from the extension side of the conversation). 2.3.7.
transferred the call or performing the “no answer” or “busy” action of the extension that the call was intended for. Any changes made in this section affect the entire system. Transferring from a Home phone You can transfer a call from a phone connected in parallel to one of the incoming TalkSwitch lines (for example, your home phone if you have a home-based business) to a Local or Remote Extension, Extension Ring Group, an Announcement, or a Voicemail box.
2.3.7.3 Miscellaneous All of the following options affect TalkSwitch as a system. Adjust them according to your needs. Caller in queue reminder When a caller is in queue at an extension already in use, a reminder tone plays at the extension to let them know they have a caller in their queue. This option allows you to turn off this function. Call Back ring return You can adjust the number of rings during a Call Back session before TalkSwitch disengages the Call Back (i.e. hangs up).
Setting up TalkSwitch behind an existing PBX 1. Connect the PBX extension to one of TalkSwitch’s Line jacks. You may do this with all your TalkSwitch lines (1 PBX extension per line) depending upon how many Auto Attendant ports you would like on the PBX. 2. Configure incoming calls on your PBX to ring the extensions you have allocated to the TalkSwitch Lines. 3. Configure TalkSwitch’s Auto Attendants to answer after x rings (answer immediately is used most commonly). 4. Record your Auto Attendants.
Internal Caller ID options TalkSwitch can generate name and number Caller ID to each extension during intercom calls. If your Caller ID unit/telephone does not support the name option, choose to have TalkSwitch send the number only. Audio Output Options TalkSwitch can output different audio to the PA jack. The default setting is to play only PA announcements through the PA jack by dialing * 0 from any extension.
Flash Lengths Accepted Flash Length: These options control the Flash length allowed from a Local Extension that TalkSwitch considers to be an intentional Flash. The range can be adjusted to accept anything from 300 ms to 1 second. The default range for accepting a Flash signal at a Local Extension is between 400 ms and 800 ms. Most phones emit a 600 ms Flash signal when the ‘Flash’ or ‘Link’ button is pressed.
Non-detection of disconnect-clear This option controls the length of time after which TalkSwitch “drops” a line when silence is heard. This safeguard is useful when a telephone line does not send out the disconnect-clear signal that tells TalkSwitch the call is finished.
Minimum required time between DTMF digits: The default setting of 65ms is generally adequate for most environments. In most problem cases, increase the value a bit to help the system deal with echoed digits seen from cell phones. For example: Calls keep being misdirected to extension 111. This usually indicates that even though the caller may have dialed 113, TalkSwitch sees 1113 because the ‘1’ was echoed by the cell phone network.
Fax Detection If fax calls are not directed properly to the fax machine, you may need to set this option to detect 1 tone. If it is set to detect 1 tone and people complain they have accidentally been routed to the fax machine, then set this value to detect 2 tones. VoIP Ports SIP Signalling Port: The default SIP signalling port is 5060. If you need to choose another port, enter a value between 1024 and 16556. Starting RTP Port: The starting RTP port for TalkSwitch is 6000.
CHAPTER 3 USING TALKSW ITCH 3.1 IN THE OFFICE — RECEIVING CALLS WITH OR WITHOUT THE AUTO ATTENDANT 3.1.1 Receiving calls using the Auto Attendant If you don’t have a receptionist, the Auto Attendant helps you handle all your inbound calls and helps to improve your corporate image. Once it has been configured and its messages have been recorded, the Auto Attendant takes care of the rest. It will follow the instructions it was given in the configuration.
see section 2.3.5. Once calls have been answered at a Local Extension, they can be transferred to any extension or voice mailbox. See section 2.2.4 for more details. 3.2 IN THE OFFICE — MAKING AND RECEIVING CALLS 3.2.
Call Pick Up To intercept a call that is ringing on any other Local Extension before or after the Auto Attendant has engaged, pick up your handset. At the TalkSwitch internal dial tone, dial * 9. This routes the call to your Local Extension. To answer a call ringing specifically at another extension before or after the Auto Attendant has answered, dial * 7 and the extension number (i.e. * 7112 to pick up a call ringing at extension 112).
Note: The option can be altered in the Transfer Options section under the Options folder. To announce calls before transferring (Screened Transfer), put the caller on hold and dial the appropriate extension number. If the person at the receiving extension answers and wishes to take the call, hang up or dial ‘flash’ ‘4’ to complete the transfer and get an internal dial tone. The caller is immediately taken off hold and connected to the receiving extension.
3.2.5.2 Parking a caller using Auto Park To place a caller in the next available Park Orbit, press ‘flash’ and You hear a confirmation that indicates the caller has been parked successfully and into which Park Orbit. 3.2.5.3 * 510. Retrieving a parked call Once the caller is parked, retrieve the caller at another Local Extension by pressing * * and the appropriate Park Orbit. If Direct Line Access is enabled at the extension, you must press ‘flash’ first.
If the call came from the Auto Attendant and the extension has no voice mailbox: “The extension you have reached is currently busy. If you wish to continue holding, please remain on the line and to return to the main menu, press * .” If the call was transferred from another extension and the extension has a voice mailbox, but there is no Auto Attendant on this line with a main menu to return to: “The extension you have reached is currently busy. If you wish to continue holding, please remain on the line.
that provides the option to accept the queued call (press # ) or leave the caller in the queue (press * ) and return to the dial tone to make a new call. 3.2.7 Using the TalkSwitch Call Waiting feature The Call Waiting feature is activated as a ‘busy’ option at the Call Cascade routing for any local extension. When it is activated and the dialed extension is in use, the caller hears ringing or music depending on the Music on hold settings. The person at the extension hears the following: 1.
1. Establish a call with an outside party. 2. Place the outside caller on hold and dial the number of the other outside party. If you don’t have ‘Direct Line Access’ enabled at your extension, dial ‘9’ or another Hunt Group before dialing the second phone number. 3. When the call is answered, press ‘flash’ ‘6‘ to establish the 3-way call. The second method uses the telephone company’s 3-Way Calling/Conference service. 1. Establish a call with an outside party. 2.
(270-273). TalkSwitch automatically finds an available VoIP number and connects to the Miami location. The TalkSwitch at the Miami location handles the call according to the configuration in the Call Handling section for the voip numbers. 3.2.
When a phone in parallel with TalkSwitch is off-hook, you notice that the corresponding line light flickers to indicate the line is busy. TalkSwitch does not allow extensions to interfere on a call that has the line in use. Note: You can change the Transfer Prefix to * # instead of * * if the default prefix conflicts with another device or service. To change the Transfer Prefix, open the Configuration software and change the setting in the Options -> Transfer Options window. 3.2.
3.3 OUT OF THE OFFICE — RECEIVING CALLS THROUGH CALL FORWARDING 3.3.1 The three ways to forward calls 1. Automatic call forwarding The Auto Attendant can automatically forward office calls to your call forwarding telephone number(s) (Remote Extensions). Use the Auto Attendant message to prompt callers to select your Remote Extension number(s). (e.g. “To speak to John Doe, press 211.”) 2.
If the system is configured in the Transfer Options section to allow calls screening, you dial * * 4 to complete a transfer or * * 5 to cancel the transfer and return to the caller. 3.3.3 Screening options for forwarded calls The screening options for Call Forwarding are configured in the TalkSwitch software using the Call Cascade’s ‘Answer at ext.’ options available in the ‘Remote Extension’ window. See section 2.3.3.10.
3.3.4 Calls over VoIP with SIP phones and Gateways If teleworkers are connected to the system via a certified compatible SIP device (i.e. gateway or SIP phone), there are several ways for that teleworker to interact with TalkSwitch. Making calls Once the phone or gateway is registered with the TalkSwitch SIP server, calls can be made as follows: 1. At dial tone, dial a phone number associated to any of the other locations. 2.
3.4.1 Activating voicemail boxes Activate Voice mailboxes in the TalkSwitch configuration software. There are three series of Voice mailboxes that you can activate in the Voicemail section of the configuration. 1. Local Extension mailboxes These mailboxes are generally associated with the Local Extensions. All Local Extensions are activated with a respective mailbox by default. 2. Remote Extension mailboxes The Remote mailboxes are associated with the Remote Extensions.
Local extensions can transfer employees to access voicemail by pressing ‘flash’, then pressing * * and entering the mailbox number. If Direct Line Access is enabled, be sure to press ‘flash’ before trying to access your mailbox. Note: If you have a line configured to go straight to voicemail, dial ‘8’ during the greeting to access messages from outside phones.
Dial * : Dial # : Back up one level Skip to next message – This leaves new messages as new. Change greeting options (press 2) This allows you to record a new personal voicemail greeting. The default greeting is: “The extension you have reached is unavailable at this time. Please leave a message after the tone”.
If you use Remote Phone Notification, you have the option to accept or reject the notification call when you answer. To listen to messages, press # . To postpone listening to messages, press * . For details on configuring Pager and Remote Phone Notification, please see section 3.4. 3.5 MUSIC ON HOLD TalkSwitch can play music to callers when they are on hold, parked or queued. The music played to the callers is provided by the source you have connected to the MUSIC jack or from a .
At the Local Extension dial tone or at the Auto Attendant, dial # to enter command mode and enter a password (if required). Dial any of the following Quick Commands and press the # sign. Activate Mode 1: 31 Activate Mode 2: 32 Check Current Mode: 30 Automatic Mode Switching using the Time Scheduler Use the configuration software to activate TalkSwitch’s Time Scheduler feature.
a) Make another call Press # # . TalkSwitch disconnects you from the call in progress. You can dial another number or redial the same number. b) Activate the Auto Attendant Press # * . TalkSwitch ends the Call Bridge session and activates the Auto Attendant. Once the Auto Attendant message begins playing, you have the following options: • Dial # (and enter a password if applicable) to enter Command Mode. • Dial ‘6’ to change/enter Call Back settings.
Activate Call Back There are two ways to activate Call Back. 1. Using ‘Prompted Call Back’ Activation: From your out-of-office location, dial a TalkSwitch telephone number. Let the line ring until the Auto Attendant answers your call and then dial ‘6’ on the telephone keypad. If you have enabled password protection you are asked to supply your password. TalkSwitch then offers a series of prompts.
3.8 UPGRADING THE TALKSWITCH SOFTWARE AND FIRMWARE We are continually looking for ways to enhance your communications capabilities. When new features are added, we want TalkSwitch users to have immediate access to the update. TalkSwitch supports firmware updates for adding new features. You can easily update your TalkSwitch. Visit our website at www.talkswitch.com/ support.
The TalkSwitch firmware version number of each unit is in the System information window. In the TalkSwitch Configuration start window, click the link ‘View System Information’. Step #2 — Download new software and firmware When you select and click on the appropriate version for download, a screen displays asking you what you would like to name the file you are about to download and in where (folder/directory) you would like to save it. We suggest leaving the file name as it is (e.g. install.
Note: If you have two or more units networked and are running 3.22 firmware, TalkSwitch automatically copies the files to the other units on the LAN for update. Updating units remotely over IP is also supported with release 3.21. Units do not operate properly if they are networked together with mismatched firmware versions. To confirm all units are properly loaded, select ‘View Details’ on the ‘About TalkSwitch’ page in the configuration software. See below.
CHAPTER 4 CA LL DE TA IL RE CO RD LO GG I NG ( CD R ) This chapter covers the setup and retrieval of records generated by calls through the TalkSwitch phone system. 4.1 ENABLING CALL DETAIL RECORD (CDR) LOGGING TalkSwitch can report the CDRs in “real-time” to a computer connected to the unit’s serial port, or log the CDRs in a file on the unit itself. 1. Connect TalkSwitch to your computer and open the TalkSwitch Configuration software. 2. Click the Tools menu -> Call Logging Output. 3.
When storing the CDR to a file on TalkSwitch, approximately 6000 records are stored in a circular buffer. This means that sometime after 6000 records, the oldest records will be deleted as new ones are created. This amounts to 6000 records cover anywhere from a couple of days on a very busy system to over a month on systems that have less traffic. When the CDR data is streaming real-time out of the Serial port, no file is generated on TalkSwitch, therefore, there is no buffer limit.
3. Click on the link for Call Detail Record (CDR) Management. 4. You may either right click on Download CDR to save the information to your PC or left click on the link to view the current information. Once the CDR file has been downloaded, you can clear the buffer/file by selecting the link under Clear CDR. The link will take you to a confirmation page. Select Yes to proceed. To cancel, select No.
4.2.2 Serial Interface — Real Time to Serial Interface In order to capture the data in a real time environment you must have a PC connected to TalkSwitch Unit ID 1 with a serial cable. 1. Launch Hyper Terminal by clicking Start -> Programs -> Accessories -> Communications -> HyperTerminal. 2. A window pops up prompting for a connection name. Enter TalkSwitch, then click OK.
4. Set the bits per second to 57600. All other values may be left at their defaults, then click OK. 5. Click on Transfer -> Capture Text... 6. Select the appropriate directory and filename to save the data. Click Start. Note: It is recommended to stop the capturing of text periodically and restart saving it to a new file. This allows easier viewing and analyzing of information. 4.3 ANALYZING THE DATA The data can be viewed either through the web interface or downloaded and opened into a spreadsheet (e.g.
Example: Each column contains specific information related to the current state of the call. The following is a list of the columns with an explanation for each one: 1. Type — This column contains the following characters: a) I — Indicates an Inbound Call b) T — Indicates a Transfer State c) O — Indicates an Outbound Call d) B — Indicates a Bridged Call. For example a call in on one line that is forwarded over another. This will include calls forwarded to Remote Extensions.
Exxx = Connected to Extension xxx (xxx = 111-118, 121- 128, 131-138, 141-148) Axxx = Connected to Auto Attendant 00x (x= 1 to 9) Rxxx = Ringing at Extension xxx (xxx = 111-118, 121-128, 131-138, 141-148) Qxxx = Queued at Extension xxx (xxx = 111-118, 121-128, 131-138, 141-148, 300-309) Mxxx = Connected to Voice Mailbox xxx (xxx = 111-148, 211-248, 410-449) COxx = Forwarded out on Line xx. (See “10. Line” below for more details). 8.
CHAPTER 5 VO I P I N FOR M A TI O N 5.1 INTRODUCTION TO VOIP The TalkSwitch 48-CVA is a hybrid PSTN/VoIP phone system. The addition of VoIP to the TalkSwitch product line adds the ability to use a broadband IP connection for voice calls. The TalkSwitch 48-CVA can be used in many different applications. The most popular configurations are multi-branch, teleworker integration and service provider integration. 5.2 OPTIMIZING YOUR IP NETWORK FOR VOIP 5.2.
Example: If you have a 1Mbps ADSL connection from your service provider, it usually means you have an upstream bandwidth of approximately 380 Kbps. Just because the service provider says that you have 380 Kbps upstream bandwidth does not mean that the full 380 Kbps is available at all times. In fact, a conservative approach is to estimate about half of the upstream bandwidth as being available. In this case, you could safely support 2 simultaneous G.711 calls or 4 simultaneous G.
5.2.3 The Local Area Network To share voice and data properly, your network requires an Ethernet switch. A switch isolates the Ethernet ports from each other and only allows traffic intended for the device connected to that port to ensure that data traffic doesn’t compete with voice traffic. A router is required to separate voice and data traffic (different subnets) successfully.
25Kbps bandwidth downstream for each call. G.729 provides very good call quality while minimizing bandwidth usage. The G.726 (32Kbps) CODEC is a better quality solution compared to the G.729 CODEC. However, it requires more bandwidth per call. A G.726 call typically requires 50 Kbps bandwidth upstream and 50Kbps bandwidth downstream for each call. The G.711 CODEC provides the best voice quality. The trade-off is the bandwidth requirement. G.
the Internet Engineering Task Force (IETF), the body responsible for administering and developing the mechanisms that comprise the Internet. The IETF’s philosophy is simplicity: specify only what you need to specify. SIP just initiates, terminates and modifies sessions. TalkSwitch phone systems use the Appello® SIP Stack for VoIP communications. The Appello® SIP Stack was developed by TalkSwitch — a division of Centrepoint Technologies Inc.
Note that addresses of the form192.168.x.x, 172.16.x.x or 10.x.x.x are not recognized on the Internet and can only be used for private networks. For example, if you tell someone on the Internet to connect to you using a 192.168.x.x address, it will not work. Instead, you must provide your real/ Public IP Address. What is NAT and how does it affect VoIP? Network Address Translation (NAT) allows multiple devices to share the same external IP address to access resources on the Internet.
What is a SIP Proxy and Registrar? SIP’s basic architecture is client/server in nature. The main entities in the SIP server are the Proxy, Redirect Server and the Registrar. TalkSwitch 48-CVA has the SIP 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 48-CVA units, certified 3rd party gateways and certified 3rd party SIP phones, one TalkSwitch 48-CVA can act as the SIP Proxy and Registrar.
What is the drawback of using Dynamic DNS? When DNS records are updated, they have to be sent all over the world so that everyone will be aware of the changes. Basically, one DNS server connects to another and swaps information. In many cases, the DNS servers are updated very quickly. Updates should take no longer than 15 minutes to propagate throughout the DNS system. It is possible that propagation could take longer under extenuating circumstances.
CHAPTER 6 HELP AND TROUBLES HOOTING 6.1 HELP If you are having problems with the configuration or operation of TalkSwitch, please check this section. If you don’t find the solution to your problem here, try checking the FAQ section located in the Support area at our website: www.talkswitch.com/support. If you cannot resolve your problem and require further assistance, you can do one of the following: 1. Contact your TalkSwitch dealer. 2.
6.2 TROUBLESHOOTING This section of the manual is designed to help you quickly resolve problems with TalkSwitch. The problems are organized in the following manner. 1. Problems that can occur when installing the Configuration software. 2. Problems that can occur during Configuration. 3. Problems that can occur while using TalkSwitch’s features. Before examining the problems, review these common installation checks. 1.
problems encountered. If this does not resolve the problem, contact your TalkSwitch dealer. Line 1 and 4 lights flashing simultaneously: There is a voice mailbox error. To fix the problem, reboot TalkSwitch. It will do a file system check and fix any problems encountered. Line 1, 2, 3 and 4 lights flashing simultaneously: Firmware not loaded or corrupted. To fix the problem, reload the TalkSwitch firmware. Make sure you update with the last version you updated with.
• • you have enabled password protection, you must also first enter the correct password. If you are trying to configure TalkSwitch using a Local Extension, make sure the extension has not been given ‘Direct Access’ to your telephone lines. If so, you will have to dial ‘Flash’ to receive internal dial tone. If the TalkSwitch configuration software is open, you cannot configure TalkSwitch using touch-tone keypad commands.
The Auto Attendant is transferring calls to the wrong extension. • Verify the extension jacks your devices (phones, faxes) are attached to. The Auto Attendant answers calls, but does not transfer them to the extensions. • Make sure your extensions are plugged into the extension jacks on the back panel of TalkSwitch (instead of your telephone wall jacks). • Check your settings in the Auto Attendant page. Are the options pointing to the correct extensions? 6.2.2.
I can’t use my Conference/3-Way Calling feature from the phone company. • You need to make sure you have checked the box indicating that you have 3-Way Calling or Transfer and clear on the appropriate lines. This option is located on the Telephone Lines page in the ‘System Information’ folder of the configuration software.
6.2.2.5 Other Possible Local Extension Problems I am unable to access TalkSwitch Lines with a Local Extension. • Check your ‘Direct Line Access’ settings on the Local Extension page under ‘System Information’ of the configuration software. If a Local Extension has not been given ‘Direct Access’ to your telephone lines, you must dial 81-88 or 9 to access a line. • Check if ‘Activate Automatic Route Selection’ is enabled under ‘System Information-> Auto Route Selection‘.
6.2.2.6 Two or more 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 there is dial tone, then check your LAN connections. On the rear panel, the top LED of the 3 LEDs next to the LAN port should be on. If there is no dial tone, then make sure the unit is powered on.
Plug the 4 highest traffic lines into unit 1. Also connect the 8 highest phone usage employee extensions to unit 1. Next, connect the remaining lines and extensions to unit 2. Make sure you leave the ‘Hunt lines on same unit first’ option enabled in the Line Hunt Group section of the software. This arrangement keeps most of the traffic on unit 1 and any outbound calls made from any extension will usually go out on the same unit the extension is connected to.
When I call someone or they call me, voice is only heard in one direction. • The cause of this problem is usually a result of a router being • misconfigured with respect to port mappings. Ensure all required VoIP ports are mapped to your TalkSwitch unit. Also, ensure you use a static private IP address when connected to your router as this can also affect port mappings from the firewall/router. Use a router that supports the UPNP. For more VoIP information, visit our support section at www.talkswitch.
APPENDIX A QU I CK COM M AN DS 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. Command Action 30 TalkSwitch tells you which mode it is currently using.
90 Set to Serial connection mode (default) 91 Set to USB connection mode 2xx 8 Enter Remote ext. (2xx) phone number 2xx 980 0 Enter Remote ext. (2xx) Turn off “Same Line Connect” 2xx 980 1 Enter Remote ext. (2xx) Turn on “Same Line Connect” 2xx 9 Enter Remote ext.
at internal dialtone It retrieves the most recent To retrieve the caller on caller put on hold. hold for the most time, dial 7 at internal dialtone. at Switches to internal dial- Dialed when connected to external dialtone tone. Used mainly when an an outside line; extension has Direct Line Access enabled. 111–114 211–218 410–419 Dials into a voice mailbox. To transfer a caller to a mailbox, press ‘flash’ to place a call on hold, then * 111–114, * 211–218, or * 410–419 and hang up.
* 510 * * Auto Park a call 500–509 Parked Call Retrieval 6 Press ‘flash’, then * 510 to place a caller in the next available parking spot (park orbit). Direct dial * * 500–509 from dial tone to pick up a parked call. Conference Call for 3 parties Press ‘flash’ to put the first caller on hold, dial another extension or external number, then press ‘flash’ 6. Direct dial * 61/62; user will hear confirmation; reminder is played every time the extension is picked up when enabled.
Play music source through PA output. Direct dial from dialtone to toggle on or off music through the PA port; useful for office background music. * 84 + extension On-hook intercom On-hook intercom calls are automatically answered in speaker mode, enabling instant hands-free twoway communication. The telephone at the target extension must also support intercom.
DTMF dialed at the Auto Attendant message from outside phones Digit dialed Function performed 0 User Defined — Mapped to an Extension, Ring Group, Auto Attendant, Voice mailbox, Announcement or perform no action. 111–114 Dials Local Extensions; 211–218 Dials Remote Extensions associated with an external phone number; Functionality similar to Local Extension 300–309 Dials Extension Ring Groups — 10 in total for the entire system. Mapped to Local Extension(s), with specific fall through options.
APPENDIX B USING TALKSW ITCH WITH TE L E P H O N E COM P A NY CA LL I NG S E R VI CE S 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. TalkSwitch is capable of regenerating the Caller ID and passing the information to its Local Extensions when incoming calls are transferred by the Auto Attendant.
TalkSwitch’s Distinctive Ring call routing features can be used a number of ways. Routing fax/modem calls, routing voice messaging, separating home office calls, and making use of TalkSwitch’s Auto Call Back feature. 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.
Call Hold and Flash TalkSwitch uses Flash to put calls on hold. A Flash signal is produced by pressing the Flash or Link button on your telephone (Link is another name for Flash). If you do not have these buttons on your telephone, you can produce a Flash signal by quickly depressing and releasing the telephone’s hang-up hook or hook switch. Single Flash — is pressing the Flash or Link button once. You can also depress and release the telephone’s hang-up hook or hook switch once.
APPENDIX C TA L KSW ITCH A N D PO WE R IN TE RR U PTI ONS TalkSwitch settings and configurations: In the event of a power failure, your TalkSwitch settings and configurations will not be lost. TalkSwitch’s feature settings (configuration) are stored in an EEPROM. An EEPROM is a form of non-volatile memory. Non-volatile memory means that your feature settings (configurations) remain in TalkSwitch’s memory despite interruptions in the power supply.
APPENDIX D SA FETY PRECAUTI ONS AND RE GU LA TOR Y I N FO R M A TIO 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. Heed Warnings — all warnings on the equipment and in the operating instructions should be adhered to. 3.
• The plug or power cord has been damaged. • TalkSwitch has been exposed to moisture. • TalkSwitch does not appear to be operating properly or exhibits a marked change in performance. Important Notices FCC and IC Warnings This equipment complies with ACTA TIA/EIA/IS-968A and Part 68 of the Federal Communications Commission (FCC) rules in the United States. It also complies with regulations RSS210 and CS-03 of Industry Canada and Science Canada.
ACTA TIA/EIA/IS-968A, FCC Part 68 and IC CS-03 Notice: The Industry Canada label identifies certified equipment. This certification means that the equipment meets telecommunications network protective, operational and safety requirements as prescribed in the appropriate Terminal Equipment Technical Requirements document(s). The Department does not guarantee that the equipment will operate to the user’s satisfaction.
Service Should you experience trouble with this telephone equipment, Model: CT-TS01, for repair or warranty information please contact your reseller. See Appendix D, “TalkSwitch One-Year Limited Warranty and Return Policy”, for more information. If the equipment is causing harm to the telephone network, the Telephone Company may request that you disconnect the equipment until the problem is corrected. This equipment cannot be used on public coin telephone services provide by the telephone company.
APPENDIX E TA L KSW ITCH O N E-YEAR WA RRANTY AND RE TURN PO L IC Y Condition: The Original end-user customer acknowledges that he or she has read the limited One-Year Warranty and Warranty Disclaimers and understands the same and agrees to be bound by its terms and conditions. TalkSwitch, a division of Centrepoint Technologies Inc.
product may be either new or like-new, and may contain remanufactured parts, equivalent to new in performance. 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.
Warranty Service To be eligible to obtain warranty service you must retain proof of purchase and contact your reseller for warranty details. If you fail to provide proof of purchase, your reseller and TalkSwitch, a division of Centrepoint Technologies Inc. (“TalkSwitch”) will not be able to provide you with any kind of warranty service. To obtain warranty service, products must be sent to your reseller or a service facility designated by TalkSwitch.
APPENDIX F CO PY R I G H T A N D L I CE NSI NG N O TI CES TalkSwitch copyright © 2006 – All Rights reserved. TalkSwitch is a division of Centrepoint Technologies Inc. TalkSwitch software is protected under copyright law and international treaties. Unauthorized reproduction or distribution of TalkSwitch software, or any portion of it, in any form, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent of the law.
• Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. • Redistributions in binary form must reproduce the above copyright • notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
APPENDIX G SPE CI F I CA T I O NS Extension Interface Loop range 0 to 600 ohms On hook voltage 35 volts Off hook loop voltage source 35 volts Off hook loop current 23 to 40 mA Ringing voltage 90 volts RMS Ringing frequency 20 Hz — Sine wave Total supported ringing load 5 REN Trunk type Loop start Connector type RJ-11, 2 pin Interface impedance 600 ohms Dial tone level -2.4 dBm Signaling type DTMF only Flash hook supported Yes C.O.
Caller ID support All lines Distinctive ring supported Yes System C.O. interfaces 2 Extension interfaces 4 RS-232, 9 pin interface 1 USB interface 1 Memory expansion 1 hour, 2 hours, 4.5 hours, 9 hours TalkSwitch Memory Cards Music input Phono jack (mono) P.A. output Phono jack (mono) Power source AC wall adapter 120VAC/16VAC 1.
GL OSSA R Y * (Star/Asterisk Sign) The character on the bottom left of your touch-tone telephone keypad # (Pound Sign or Number Sign) The character on the bottom right of your touch-tone telephone keypad 3-Way Calling/Conference A service to connect parties on three different telephone lines provided by telephone companies 3-Way Conference Call Connecting three parties together for one telephone conversation.
TalkSwitch offers Auto Call Back and Prompted Call Back Call Forward A TalkSwitch feature that forwards calls to one of eight or more Remote Extensions Caller ID A service provided by telephone companies transmitting information about incoming calls (callers name and telephone number) Call Waiting A service provided by telephone companies allowing you to accept a second incoming call on a telephone line already in use; Call Waiting allows you to ‘toggle’ from one caller to the other.
collection of values or options you have chosen for each of the TalkSwitch features. You can use the configuration software on the PC or the telephone keypad commands to configure the TalkSwitch system. Connector The end of a cable that plugs into a port or interface to connect one device to another. Most connectors are either male or female.
must have a driver program. It acts as a translator between the device and programs that use the device. recorded on them are called firmware. DTMF Dual Tone Multi-frequency — The system used by touch-tone telephones. DTMF assigns a specific frequency (or tone) to each key so that it can easily be identified by a microprocessor. Flash Button A button on your telephone — Pressing the Flash button has the same effect as pressing the Link button or pressing and releasing the ‘hang up’ hook on a telephone.
Internet A global network connecting millions of computers. Unlike online service networks (.com, .ca, .net, etc.) which are centrally controlled, the Internet is decentralized by design. Each Internet computer (called ‘host’), is independent.
Enterprise. The PBX controls access to telephone lines and services are. A PBX allows many users (extensions) to share a smaller number of telephone lines and have access to additional call handling benefits (call hold, intercom calling, etc.). TalkSwitch is a ‘mini’ or ‘micro’ PBX. Phone Load see Ringing Equivalency Prompt Recorded instructions delivered by voice processing units. TalkSwitch provides prompts for you when you use Call Back, DISA (Direct Inward System Access) and Selective Call Forward.
Routing Determining the path that a message or call has to take over circuits. TalkSwitch offers ‘routing’ of incoming calls using DSP (Display System Protocol) technology. Serial Communication A type of electronic communication requiring data bits to be sent one after the other, unlike parallel communication. Modems rely on serial communication to send data over telephone lines. Shortcut Key A special key combination that causes a specific command to be executed.
Adapters are somewhat similar to modems. Touch-tone telephone A push-button telephone which emits distinctive (DTMF) tones when different buttons on the keypad are pressed. VoIP Voice over IP (internet Protocol) is a term used to describe the technology of taking voice and then applying algorithms to digitize, compress and carry the data over an IP connection. Two Line Telephone A telephone allowing you to make and receive calls on two separate telephone lines.
