User guide

TROUBLESHOOTING AND SUPPORT 257
2. If calls are ringing, then going into voicemail, TalkSwitch may be set to answer after a
predetermined number of rings that is larger than the number of rings set for your phone
company voicemail.
To remedy this situation, decrease the number of rings before the auto attendant answers
(see below) or increase the number of rings before your phone company voicemail answers.
To decrease the number of rings before an auto attendant answers:
1. Open the TalkSwitch management software, select Lines and Greetings > Telephone Lines.
The Telephone Lines section appears.
Under the Call Handling section, set the Routing option to less than the phone company's
voicemail number of rings, or to immediately.
How do I access my voicemail remotely?
To access your voicemail remotely:
1. Call into TalkSwitch. The auto attendant answers.
2. Press **, followed by your extension number. This will take you into the standard voicemail
options and allow you to listen to your messages and change voicemail options.
NOTE: If your inbound call is answered by a local extension, they can transfer you to your
voicemail box by transferring your call by pressing **, followed by your extension number.
Music on hold
Callers hear the “One moment please” message and then total silence when the auto
attendant transfers their call to an extension
1. There is a problem with the music source. Check all connections and the power.
Callers hear only silence when put on hold at an extension
1. Make sure you use the Flash or Recall or Link button on an analog extension, or the Hold
button on an IP extension, to put callers on hold. If you use the Hold button on an analog
extension, callers will be placed on hold at the extension itself and not through TalkSwitch.
2. You have enabled the music on hold feature, but have not attached an audio device to the
music jack on TalkSwitch.
3. You have enabled play the Play music from file feature but have not loaded a .wav music file
to TalkSwitch.
Call routing
Callers are disconnected when transferring calls from one extension to another
1. If you are using the hook switch rather than the Flash or Recall button to put callers on
hold, you may be holding the hook switch down too long and disconnect.
I can’t use my conference/3-way calling feature from the phone company
1. You need to make sure you have checked the box indicating you have 3-Way Calling/
Conference service or the Transfer and Clear service on the appropriate lines in the
Telephone Lines page.