USER GUIDE TALKSWITCH 24-CA v3.
Copyright Information TalkSwitch. Copyright 2005. 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 TalkSwitch.
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 1.4 Plugging into the Back Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 1.4.
2.3.4 Call Back/Call Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47 2.3.4.1 Auto Call Back . . . . . . . . . . . . . . . . . . . . . . . . . .50 2.3.4.2 Prompted Call Back . . . . . . . . . . . . . . . . . . . . . . .53 2.3.4.3 Call Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56 2.3.5 Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57 2.3.5.1 Audio Controls . . . . . . . . . . . . . . . . . . . . . . . . . .57 2.3.5.
Appendices Appendix A — Help & Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89 Appendix B — Using TalkSwitch with Telephone Company Calling Services . . . . .97 Appendix C — Quick Commands and DTMF Functions . . . . . . . . . . . . . . . . . .101 Appendix D — Safety Precautions and Regulatory Information . . . . . . . . . . . . .105 Appendix E — TalkSwitch One Year Warranty . . . . . . . . . . . . . . . . . . . . . . . . .109 Appendix F — Return Policy . . . . . . . . . . . .
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. USB cable 4. 6' RJ-11 Telephone Cable – (2) 5. Software CD (This contains the configuration software and documentation) 6. Quick Reference Cards – (Local Extension Use) 7. TalkSwitch Start Guide 8.
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? LED light State Description Line 1 On Solid Pulsing Slowly Flickering Quick Pulse Line 1 is currently in use. The Line 1 caller is on hold. Line 1 is ringing. Line 1 is engaged by another device on the line. Line 2 On Solid Pulsing Slowly Flickering Quick Pulse Line 2 is currently in use.
1.3 Back Panel Descriptions Before connecting all your phones and lines to TalkSwitch, you may want to proceed with configuring the unit first. (See section 2.1) This will minimize the disruption time for your telephone lines while setting up the system. 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.
SERIAL* You can use a serial cable (RS232) that connects TalkSwitch to your PC. If you use the serial port you cannot use the USB port simultaneously. *Serial cables are not supplied with the TalkSwitch unit. POWER Plug the supplied AC Power Adapter in here. Rating: 16VAC 1.1 A output. Do not use any other power adapter as this may cause damage. MEMORY SLOT Memory expansion slot (located on side). Used to expand internal memory for voicemail and Auto Attendant messages.
To Attach a Single Line Corded or Cordless Telephone, Fax Machine or Answering Machine: Connect your single line analog telephone or fax machine to one of TalkSwitch’s extension jacks E1 to E4 just as you would if you were plugging them into a standard telephone wall jack. To Attach a Two-line Telephone: Option #1 (Use it as one TalkSwitch extension.) Disregard the telephone’s Line 2 jack (plug-in). Connect the telephone’s Line 1 plug-in to any one of TalkSwitch’s extension jacks.
The PA jack can be connected to a PA System for external paging or to an amplification system to screen voicemail or to use as a line simulator. The PA jack requires a 1/8'' (3.5mm) phono connector. If you have more than one TalkSwitch connected to a LAN, you will need to provide a connection from each TalkSwitch to the PA system. 1.4.
2 Configuring TalkSwitch 2.1 Installing the TalkSwitch Configuration Software Insert the TalkSwitch CD into your CD drive. The Install program will automatically launch. If the software does not launch automatically, you can use Windows Explorer to explore your CD-ROM drive. Double-click the Setup.exe file, then follow the instructions on the screen. If you are installing on a Windows XP machine, do not enable Windows 98 compatibility mode for the TalkSwitch software.
2.2 Running the TalkSwitch software After installation is complete, double-click the TalkSwitch icon. The following screen provides different connection options. Connection Type: USB If TalkSwitch is connected to the PC via a USB cable, then select this option and press ‘Connect’ to continue. Connection Type: Serial If TalkSwitch is connected to the PC via a Serial cable, then select this option and choose the Serial Port associated to the connection. Press ‘Connect’ to continue.
2.3 Configuration The configuration screen consists of 4 parts: 1 2 3 4 1. Menu Items 5 2. Configuration Navigation Controls what is displayed in the configuration window. 3. Configuration Window Displays configuration information. 4. View System Information Click this button to view each TalkSwitch unit’s MAC address, IP address, hardware version and firmware version. 5. Resize Grabbing this corner by left-clicking on the mouse allows you to increase or decrease the window size.
Menu Items - File 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. Exit Closes the Configuration. Retrieve settings: Retrieves settings from TalkSwitch connected to the PC.
Terminal Window: Displays a command line interface to enter commands. Useful for troubleshooting in conjunction with technical support. Defaults: Select this option to reset the current page or the entire configuration back to defaults. Menu Items — Help Support on the Web: Launches your browser and directs you to our support site. About TalkSwitch: Displays the TalkSwitch software version number, TalkSwitch firmware version number and Copyright information.
2.3.1 System Information 2.3.1.1 Administration It is recommended that you enter an Administrator password to prevent tampering with the system configuration. System Name: The system name is for informational purposes to confirm the identity of the system when connected. Administrator password: To activate the use of an administrator password, enter a 4 to 8 digit password. The password can only contain numbers since it is also used to gain access to the system using a touch tone phone.
2.3.1.2 Telephone Lines This section is used to inform TalkSwitch about the lines or VoIP ports plugged into its back panel. Simply 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 then 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 with respect to how TalkSwitch handles calls. For definitions and details on how to use these features with TalkSwitch, see Appendix B.
Note: Only lines that are detected can be calibrated. 2.3.1.3 Line Hunt Groups There are a total of 9 Line Hunt Groups for controlling outbound call line selections. These Line Hunt Groups are used by the Local and Remote Extensions, and when using the Call Bridge feature. Each Hunt Group can support several line choices and will attempt to grab an available line in the order that they are listed (Lines to hunt) for that Hunt group. These settings have no effect on incoming calls.
2.3.1.4 Fax Information The information in this tab helps configure TalkSwitch to handle faxes. If you have a dedicated fax line or a Distinctive Ring number for faxing associated to a line, please choose this ‘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 Telephone Lines section under System Information.
2.3.1.5 Local Extensions Local Extensions are phones or devices connected to any of the extension jacks at the back of TalkSwitch. See sections 1.3 and 1.4 for more details on connectivity. Select any of the extensions that you wish to configure. Local Extensions are by default activated with the associated Voice mailbox. Voice mailboxes for each Local Extension can be de-activated in the Voicemail section in the System Information folder.
Direct Line Access: Direct line access allows you to configure the extension to access a specific Hunt Group automatically for outbound calls when the extension goes off hook. For example, you may have a fax machine connected to this extension and don’t want to reprogram the speed dial phone numbers. In this case you would select ‘Direct line access’ and choose the appropriate Hunt Group. As soon as the fax goes off hook, TalkSwitch will hunt the specified lines for an available line.
Choose a Remote Extension to configure. After you have activated a Remote Extension, you must enter a phone number in order for the extension to be considered active and usable by the system. Remote phone number: Enter the phone number of the Remote Extension (note: no specific prefixes are required - put the number in just as though you were dialing it from a regular phone). You may use the following in the space provided: digits 0 – 9, space, comma, dash, # and *.
Use Same Line Connect Enabling this option allows incoming calls, when forwarded to the Remote Extension, to use the same line in which the originating call came in. Using this feature allows only one line to be used when forwarding incoming calls to a Remote Extension. This feature can only be used when the line that the originating call came in on has the 3-Way Calling/Conference or Transfer service (Centrex/Plexar).
Example 2: You have a company with several departments . You may want to configure Extension Ring Group 300 for the Sales Department, in which case it will ring extensions 111, 112, 113, and 114. You may want to also set up Ring Group 301 for Technical Support, in which case it will ring extensions 115 and 116. First select an Extension Ring Group (300-309) that you would like to configure and activate it. If desired, name the extension in the ‘Ring Group name’ space.
2.3.1.8 On-hold/ Ringback 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. On-Hold Settings: If you have a music source connected to the MUSIC jack, then you can select the ‘play music’ option. Otherwise leave the option set to play a ‘double beep’ when callers are placed on hold. Transfer Settings: Select the option that best suits your environment and system configuration.
2.3.2 Voicemail This section deals with the internal voicemail system included with TalkSwitch. It allows you to activate Local, Remote and General mailboxes and change global settings to the voicemail system. For details on how to use voicemail, see section 3.4. 2.3.2.1 Local Extension Voicemail By default, all Local Extensions are activated with the associated voice mailbox.
play announcements: Callers will be transferred to the specified announcement. go to auto attendant: Callers will be transferred to the Auto Attendant. perform no action: No action will be performed when ‘0’ is pressed. Load Greeting: 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. Voicemail Notification Settings: Set the manner in which you want to be notified when new messages arrive.
Dial notification phone number… These parameters control which Hunt Group is used for both the Remote Phone and Pager Notification calls. It also allows you to adjust the number of rings before it will abort the attempt then follow the parameters listed in the next section. If attempt unsuccessful… These parameters control how many times TalkSwitch will try to notify the Remote Phone or Pager before it will abort the entire notification attempt. You can also specify the time interval between attempts. 2.
Remote Extension voicemail is similar in features to the Local Extension voicemail. Ensure that the remote extension has been enabled, otherwise you will not be able to activate its voicemail. Play announcement only: If you want to use this mailbox for informational purposes only and prevent callers from recording messages, then check the 'Play announcement only' box.
Message Waiting Light: Click on this option to set a message waiting light to indicate when a message has been received for an extension. You can select on which local extensions in your system the light will be activated when a message is received. This option can be useful since remote voice mailboxes are not associated with any local extensions. Configuration Notification Options: Define how TalkSwitch will dial out of your office when notifying you of a voicemail.
2.3.2.3 General Voicemail General Voicemail is similar in features to both Local and Remote Extension Voicemail. These are generic mailboxes used for general purposes, such as messages for a sales team, or technical support group. Play announcement only: If you want to use this mailbox for informational purposes only and prevent callers from recording messages, then check the 'Play announcement only' box.
Load Greeting: 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. Voicemail Notification Settings: Set the manner in which to be notified when new messages arrive. Remote Phone Notification: If you want to be notified at another location when new messages arrive, you can use Remote Phone Notification. Simply enter the phone number of the cell phone or location where you want to be notified.
Dial notification phone number… These parameters control which Hunt Group is used for both the Remote Phone and Pager Notification calls. It also allows you to adjust the number of rings before it will abort the attempt then follow the parameters listed in the next section. If attempt unsuccessful… These parameters control how many times TalkSwitch will try to notify the Remote Phone or Pager before it will abort the entire notification attempt. You can also specify the time interval between attempts.
2.3.2.4 Global Settings Any changes made to Global Settings will affect all system voice mailboxes. Global Message Waiting Indicator: This option can be useful if you only use one or a couple of voice mailboxes. Anytime a new message is left in any active voice mailbox, the Power/Data light will pulse 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 will return to the default state of being on solid.
Automatically remove blank and short messages: Enable this option if you tend to get several messages where callers hang up rather than leave messages. The advantage of not clearing the short messages is that employees can listen to the Caller ID information played at the end of the message to identify callers*. *Caller ID service required from your telephone company. View Mailbox Data: Details are provided for each voice mailbox and announcement.
2.3.3 Call Handling 2.3.3.1 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.
2.3.3.2 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. Callers can also directly dial Local Extensions (1xx), Remote Extensions (2xx), Extension Ring Groups (300-309), Voicemail (both leave messages and access messages), access Call Back, access Call Bridge and enter Command mode for making changes to the system configuration.
Recording Auto Attendant messages using touch tone commands: Pick up any Local Extension or dial into TalkSwitch and at the Auto Attendant enter command mode by pressing . If you have the Administrator password enabled, you need to enter this password. Next, begin entering the proper touch tone commands listed on the next page. After entering a command, you will need to press to confirm the entry before entering another command or exiting command mode. To exit command mode, press or hang up.
In the “At the Auto Attendant, perform the following actions:” section: If the caller selects ‘0’: In general, 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, you might want to use this option for forwarding to a Remote Extension for emergency purposes or simply direct callers to a voice mailbox.
If a fax call is detected: If TalkSwitch detects a fax call (by CNG detection), it has the ability to route it to a Local or Remote Extension or if you do not want to use fax detection, you can have TalkSwitch perform no action when detecting a fax call.
Utilities for Auto Attendants: Record Instructions Selecting this button displays a dialog box showing the instructions on how to record and playback an Auto Attendant using a telephone. No adjustments are required for the recording volume as TalkSwitch automatically adjusts the recording volume for optimal recordings. 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’.
View Auto Attendant Memory Usage Selecting this button displays the amount of time used by all of the Auto Attendants. This feature helps you keep track of memory usage as you may have unused Auto Attendant messages that can be deleted to free up more memory. 2.3.3.3 Telephone Lines This section deals with how TalkSwitch will handle incoming calls based on the incoming line and ring cadence (distinctive ring numbers).
Ring extensions only (no Auto Attendant is played) If you don’t want the Auto Attendant to answer calls on this line, then select this option. By default all the Local Extensions are set to ring immediately during an inbound call. If you select this option, no Call Cascade actions (such as voicemail) can be performed.
Remember: Callers can only be directed with the aid of an Auto Attendant. Calls will not follow the Call Cascade settings of any of the Local Extensions programmed to ring on any incoming call. Adjust Sequence: This section controls how the extensions will ring before the Auto Attendant answers the call. • If you have chosen the Auto Attendant to answer calls immediately, this section does not require configuration and will be greyed out.
2.3.3.4 Local Extensions — Call Cascade This section configures the incoming Call Cascade options for the Local 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.
machine is at the extension), queue caller, or hang up. For more information on these features, see chapter 3.0 — Using TalkSwitch. 2. No answer at ext. — routing options when this extension does not answer after a specified number of rings. Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant or keep ringing. 3. Answered at ext. — routing options when this extension ‘rejects’ a screened call.
2.3.3.5 Remote Extensions — Call Cascade 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.
2. No answer at ext. — routing options when this extension does not answer after a specified number of rings. Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement or Auto Attendant, keep ringing or hang up.
2.3.3.6 Extension Ring Groups — Call Cascade The following section configures the incoming call routing options for Ring Groups. The Call Cascade routing options are only engaged if the Ring Group has been chosen from the Auto Attendant or if a call has been manually transferred to the Ring Group. Once a call enters a Ring Group’s Call Cascade sequence, the Ring Group “owns” the call.
1. Busy at extension — routing options when all the extensions in the Ring Group are busy Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant, play busy tone, queue caller or hang up. 2. No answer at ext. — routing options when all the extensions in the Ring Group do not answer after a specified number of rings.
Here is how it works: Step 1: Call your TalkSwitch telephone number to activate Call Back, then hang up. Step 2: TalkSwitch calls you back within 10 seconds. You answer and accept Call Back. Your Auto Attendant will play or if you have none recorded, the TalkSwitch message will play. 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.
2. Prompted Call Back — Prompted Call Back offers the convenience of entering or changing your Call Back telephone number and message each time Call Back is activated. To use Prompted Call Back activation, simply dial your home/office telephone number. When the Auto Attendant answers your call, you dial ‘6’ to access the Call Back settings through a series of prompts which allow you to: a) Enter the telephone number where you would like TalkSwitch to call you. b) Record an ‘Announced’ message if required.
2.3.4.1 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).
In essence this saves you the hassle of having to always enter the same prefix every time you want to set up an Auto Call Back phone number. 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 configuration changes to this Auto Call Back by dialing into this phone number only.
There are 4 Auto Call Back accounts per TalkSwitch. If you need to record an Announced Message for a particular Auto Call Back account, this needs to be done on the same TalkSwitch unit as the account. If you need to configure and/or record an Announced Message from a remote location and do not have the Auto Attendant set to answer this Call Back line, you can call your Call Back number and let it ring 15 times. A generic Auto Attendant will answer and you can configure Call Back by pressing 6.
2.3.4.2 Prompted Call Back If you are travelling to a location where you do not yet know the phone number, you can use Prompted Call Back to save on your long distance charges. For details on using Call Back, see section 3.7.2. Number to call back: This phone number should be entered exactly as you would normally have to dial the number from this line (do not enter a Line Hunt Group in the dialing string). TalkSwitch will Call Back out on the same line the call originated.
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.
Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the Prompted Call Back Announced Message: 1) Press to enter command mode. If required, enter the password. 2) Next, 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 after a Call Back has been accepted, check the Allow Call Bridge box.
2.3.4.3 Call Bridge Call Bridge is a useful feature for saving money while using Call Back or on it’s own to avoid inflated long distance rates such as with 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 you know you have the account password for, (let’s say it’s 9 —- the default) you will then be prompted for the account password. 3.
2.3.5 Options 2.3.5.1 Audio Controls This section deals with the adjustment of volume and system gain controls. All the controls on this page update TalkSwitch in ‘real time’. This allows you to adjust levels during a conversation without having to first save the configuration to TalkSwitch. Line Controls: If callers complain prompts and conversations sound too loud, then levels can be decreased to a suitable level. Click on ‘Calibrate Lines’ to calibrate lines whenever a line is added or changed.
2.3.5.2 Transfer Options This section deals with actions TalkSwitch makes when calls are transferred manually. 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 that transferred the call or performing the “no answer” or “busy” action of the extension that the call was intended for.
Example: Let’s say you receive a call on a phone in your home that is not an extension of TalkSwitch and you want to transfer the caller to Remote Extension 215. You would then dial , wait for the ‘double beep’ then dial 215 and hang up. TalkSwitch will now handle the call. For more details, see section 3.2.8. Transfer and clear: TalkSwitch has the ability to clear lines after a call has been transferred. Ensure you have this service/feature activated on your line(s).
Caller in queue reminder When a caller is in queue at an extension already in use, a reminder tone is played 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).
Internal Caller ID options: TalkSwitch has the ability to generate name and number Caller ID to each extension during intercom calls. If your Caller ID unit/telephone does not support the name option, you can choose to have TalkSwitch send the number only. Prompt function key options: Some phone cards and phone services use different keypad digits for some of their features. Four options are given to allow flexibility with other systems.
2.3.5.4 Troubleshooting The following controls should not be changed unless you are familiar with the effect they will have on TalkSwitch’s operation. If your system does not appear to be functioning properly, please contact your reseller for assistance. 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.
Double Flash time: When two flashes are detected, TalkSwitch needs to calculate the time between the flashes to establish if they were intended to propagate a flash at the CO or if it was the intention to place a caller on hold then quickly retrieve them. The Double Flash time values signify the maximum time between two flashes that TalkSwitch will recognize as an intended flash to the CO. When two flashes are detected with a time gap larger than the value displayed, no flash will be propagated at the CO.
Troubleshooting — Advanced DTMF Detection: If callers are complaining of being misdirected when they select options at the Auto Attendant, then these values might need to be adjusted. Minimum time: The default setting of 45ms should be adequate for most environments. It may however be necessary to lower this value if TalkSwitch appears to have trouble ‘hearing’ digits when dialed at the auto attendant.
Line CPC/ Disconnect Clear: If calls are being disconnected accidentally in mid conversation, this usually indicates a problem with the telephone line. TalkSwitch is always looking for a ‘hangup’ signal from the phone company called a CPC or Disconnect Clear signal. If the line has ‘shorts’ or even the line card at the central office is defective, then CPC signals in the 250ms range might come down the line and cause TalkSwitch to hangup. Try bumping up this value if this seems to be occurring.
3 Using TalkSwitch 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, then using the Auto Attendant will help you handle all your inbound calls and help improve your corporate image. 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.
3.1.2 Receiving calls without the Auto Attendant If you choose not to use the Auto Attendant to answer calls, please note that the Call Cascade options for the Local Extensions will not be engaged. In order for calls to go to an extension’s mailbox, the Auto Attendant must first answer the call or someone in the office answer then transfer the call. For details on configuring TalkSwitch to ring specific extensions during inbound calls, see section 2.3.2.3.
Call Pick Up/Call Grab: To intercept a call that is ringing on any other Local Extension before or after the Auto Attendant has engaged, pick up your handset and at the TalkSwitch internal dial tone, dial 9. This will route the call to your Local Extension. To “Grab” a call ringing specifically at another extension before or after the Auto Attendant has answered, dial 7 + the extension number (ie. 7112 to grab a call ringing at extension 112).
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, simply hang up or dial ‘flash’ ‘4’ to complete the transfer and get internal dialtone. The caller will immediately be taken off hold and connected with the receiving extension. If the person at the receiving extension does not wish to take the call, you can press ‘flash’ ‘5’ to return to the caller.
3.2.5.2 Parking a caller using Auto Park To place a caller in the next available Park Orbit, press ‘flash’ then 510. You will hear a confirmation that indicates the caller has been parked successfully and into which Park Orbit. 3.2.5.3 Retrieving a parked call Once the caller is parked, you can retrieve the caller at another Local Extension by pressing and the appropriate Park Orbit. If Direct Line Access is enabled at the extension, then you must press ‘flash’ first. 3.2.5.
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, there is no Auto Attendant on this line and the extension has a voice mailbox: “The extension you have reached is currently busy. If you wish to continue holding, please remain on the line.
this notification, the Caller ID information will be displayed on the phone. The caller will not hear the beep as the phone mutes the other side. 2. If the phone does not support Call Waiting Caller ID, then you will hear a beep. When the Call Waiting notification beep is heard, the person at the extension can dial ‘flash’ ‘7’ to put the current caller on hold, then grab the new caller. They also have the option to terminate the current call and connect to the new caller by dialing ‘flash’ ‘7’.
If you are experiencing problems with pressing the flash key twice in a rapid succession (ie. pressing the flash key twice within 1.5 seconds), then you can make changes in the software that will make it easier to accomplish this task. See section 2.3.5.5 for details on setting the Double Flash Time. 3.2.
3.2.10 Modems and telephone line access If your modem is attached to TalkSwitch as an extension, you can configure it to access your telephone lines in one of two ways: 1. Direct Line Access: You can give the extension to which your modem is attached ‘Direct Access’ to one of your telephone lines (i.e. you don’t have to dial 9, or any other Hunt Group to access an outside line). This can be a useful option if you don’t want to change your dial-up options for the modem. See section 2.3.1.
3. Conditional call forwarding — If the Auto Attendant answers a call and the caller selects an extension or Ring Group number that is already busy or is not answered, the Auto Attendant can forward the call to a Remote (out of office) extension number. Conditional call forwarding is configured using the Call Cascade’s ‘No answer’ or ‘Busy at extension’ settings configurable for each Local Extension, Remote Extension and Ring Group. 3.3.
When ‘play caller’s name first’ is configured in the ‘Answer at ext.’ Call Cascade option, TalkSwitch plays a pre-recorded prompt to the caller asking them to record their name at the sound of the tone. TalkSwitch then asks the caller to hold and dials your call forwarding telephone number. When you answer the forwarded call, TalkSwitch plays a pre-recorded prompt identifying the call as having been forwarded from your home/office (“This is Call Forward, you have a call from...
3.4.1 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 Extension mailboxes: These mailboxes are generally associated to the Local Extensions. By default, all Local Extensions are activated with their respective mailbox. Remote Extension mailboxes: The Remote mailboxes are associated with the Remote Extensions.
If you have a line configured to go straight to voicemail, then you can dial ‘8’ during the greeting to access messages. The first time you access your voicemail, you will be prompted to setup your mailbox by optionally assigning a password, recording a greeting and recording your name for the dial by name directory. Since there are no directory listings for the general mailboxes, you will not be prompted to record a name for the directory.
Change personal options (press 3): This section allows you to change your current password, turn auto date and time stamp + phone number on or off and setup or change Pager and Remote Phone Notification for new messages. By default, auto date and time stamp is on and this information is played at the end of each message. If you have Caller ID service, then the phone number is also included with the time and date.
2. When the Auto Attendant answers a call and transfers the caller to an extension; the caller will hear a pre-recorded message saying “One moment please”, and then hear your music. Music-on-Hold and Call Forwarding to Remote Extensions: If you are using the telephone company’s 3-Way Calling/Conference service (Same Line Connect) to activate TalkSwitch’s Call Forwarding, callers will not hear your ‘music’ when being forwarded to a Remote Extension.
3.7 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). 3.7.1 Using Call Bridge Call Bridge allows you to place calls using your office telephone lines when you are not in the office.
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 . The Call Bridge telephone number dialed can be any telephone number: local, long distance, toll free (800 and 888) or international. Simply enter the telephone number as you would if you were sitting in your office. For long distance calls, do not forget to include the ‘1’, country code, and area code if applicable.
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. Let the line ring at least once, but no more than three times and then hang-up (before the call is answered). Within 20 seconds, TalkSwitch will dial your Auto Call Back number. It is important to remember that all the Call Back settings must be pre-configured before using Auto Call Back.
Step #1 — Check current version To identify the appropriate update file, you must first determine your TalkSwitch firmware and software versions. You can find your TalkSwitch version numbers by selecting ‘About’ from the Help menu in the configuration software. Write down the software and firmware version numbers and then go to the TalkSwitch website at www.talkswitch.com/support. You will find instructions there to help you to select and download the appropriate upgrade.
The actual update process will take approximately 1 to 5 minutes, depending on how many files are needed for the update. During the update, the LED lights on TalkSwitch’s front panel will show diagnostic indicators for the update. In the event the firmware update was unsuccessful, please follow the instructions through the update process again. If you continue to have problems, please contact your reseller or TalkSwitch. Firmware updates will not alter your system configuration.
Appendices Appendix A — Help & Troubleshooting Appendix B — Using TalkSwitch with Telephone Company Calling Services Appendix C — Quick Commands and DTMF Functions Appendix D — Safety Precautions and Regulatory Information Appendix E — TalkSwitch One Year Warranty Appendix F — Return Policy Appendix G — Specifications Appendix H — TalkSwitch and Power Interruptions Appendices 87
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/support. There is a vast amount of information available on the website. If you cannot resolve your problem and require further assistance, you can do one of the following: 1.
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 unless that jack is wired to a TalkSwitch extension jack.) 2. Check the Serial or USB connection between TalkSwitch and your PC. 3.
Problems that may occur during Configuration Problem: I am not able to “Retrieve settings” from my TalkSwitch. • Make sure your TalkSwitch is turned on and plugged into a working power outlet. Then select “Retrieve settings”, available under the File menu in the Configuration Software. • From the Control Center, choose ‘PC Connection’ and then select COM Port. Ensure that the Configuration Software is using the correct port to communicate with TalkSwitch.
Problems that may occur while using TalkSwitch’s features The Auto Attendant: Problem: The Auto Attendant does not play when calls come in. • Make sure you have recorded the Auto Attendant message. • Check your Call Handling settings for the ‘Auto Attendant answers’ number of rings. It may be that the number of rings after which the Auto Attendant is set to answer calls is set too high. • Check what mode TalkSwitch is currently running.
Music-on-Hold: Problem: Callers hear music and 'ringing' when the Auto Attendant transfers their call to an extension. • You have an audio device plugged into TalkSwitch, but have not enabled (turned on) the Music-on-Hold feature found on the On-Hold/Ringback tab in the System Information folder. Problem: Callers hear music and a beeping sound when put on hold at an extension.
Problem: Unable to place intercom calls from a Local Extension. • If the Local Extension has been given ‘Direct Access’ to your telephone lines, then you need to press ‘Flash’ before intercom calling. Answering and Fax Machines: Problem: The answering machine and/or fax machine picks up calls before they can be answered by telephone extensions. • Check your settings in the Telephone Lines tab in the ‘Call Handling’ section in the Software Configuration.
Problem: My PC attached (Internal or External) Modem cannot dial out. • If the extension to which your Modem is attached has not been given ‘Direct Access’ to telephone lines, you will have to include a Line Hunt Group prefix (81-88 or 9) before the number you are dialing. For more information about Dial Out Access and changing your Modem's dial properties, see section 3.2.9, “External modem telephone line access”.
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. 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.
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.
When would you use double flash? 1. If TalkSwitch is 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.).
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.
DTMF descriptions dialed from a Local Extension. DTMF Function performed Notes 111-114 Intercoms a Local Extension Direct dial from dialtone. x represents the Unit ID 211-218 Dials a Remote Extension (associated with an external phone number). Direct dial from internal dialtone. x represents the Unit ID 300-309 Dials an Extension Ring Group - 10 in total for the entire system. Mapped to local extension(s), with specific fall through options. Direct dial from internal dialtone.
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 Spots - 10 in total for the entire system. Press 'flash' to place a call on hold, then assign Auto Park a call Press ‘flash’, then 510 to place a caller in the next available parking spot (park orbit).
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 Dials Local Extensions 211-218 Dials Remote Extensions associated with an external phone number. Functionality similar to a Local Extension. x represents the Unit ID number (1-4). 300-309 Dials Extension Ring Groups — 10 in total for the entire system.
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.
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. This equipment also complies with Part 15 of the FCC Rules, as well as ICES003 of Industry 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 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. This equipment cannot be used on public coin telephone services provide by the telephone company.
Appendix E — TalkSwitch One-Year Warranty The Original end-user customer acknowledges that he or she has read the limited OneYear 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.
LIMITATION, NEGLIGENCE), OR ANY OTHER LEGAL THEORY, WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR WHETHER SUCH DAMAGES ARE FORSEEABLE. IN ANY EVENT, THE TOTAL AGGREGATE LIABILITY OF TALKSWITCH FOR DIRECT DAMAGES SHALL NOT EXCEED THE PURCHASE PRICE OF THE PRODUCT. This warranty gives specific rights, and Customer may have other rights subject to jurisdiction.
To obtain Warranty service: If purchased from a reseller: Contact your reseller and obtain a Warranty Return Authorization (WRA) number if required. If purchased from TalkSwitch: Please contact the Technical Support department at TalkSwitch to obtain an WRA number — (866) 393-9960 toll free in continental North America or (613) 725-2466. Please have your model and serial number available when you call.
Appendix F — Return Policy Products purchased from a reseller: Check with your reseller on the specific details regarding their return policy. Products purchased directly from TalkSwitch: Contact TalkSwitch, a division of Centrepoint Technologies Inc. (“TalkSwitch”) for details regarding the return policy. TalkSwitch will provide you with a Return Merchandise Authorization (RMA) number and all the necessary instructions for returning the product.
Appendix G — Specifications Extension Interface Loop range On hook voltage Off hook loop voltage source Off hook loop current Ringing voltage Ringing frequency Total supported ringing load Trunk type Connector type Interface impedance Dial tone level Signaling type Flash hook supported 0 to 600 ohms 35 volts 35 volts 23 to 40 mA 90 volts RMS 20 Hz – True Sine wave 5 REN Loop start RJ-11, 2 pin 600 ohms -2.4 dBm DTMF only Yes C.O.
System Music input P.A. output Power source Power switch DTMF detectors Dial tone generators Ring detectors Power-failure pass through Dimensions Weight Approvals 116 TalkSwitch User Guide Phono jack (mono) Phono jack (mono) AC wall adapter 120VAC/16VAC 1.1A Push Button 12 @ -3dBm to -30dBm 1 2 Extension 4 connects to Line 1 (H) 51.6mm x (W) 203.2mm x (L) 213.4mm 0.
Appendix H — 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.
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. 3-Way Conference Call Connecting three parties together for one telephone conversation.
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. Conference Call Connecting three or more parties together for one conversation.
identified as 3 short rings. (Distinctive Ring is also referred to as: Ident-A-Ring, Ident-A-Call, Ring Master, Teen Service, Double Number, Personal Ringing, Ring Plus, Smart Ring Service, Special Ring or Customized Ringing). Driver A program that controls a device. Every device, whether it is a printer, disk drive, or keyboard, must have a driver program. A driver acts like a translator between the device and programs that use the device. Flash button A button on your telephone.
LED Light Emitting Diode. An electronic device that lights up when electricity is passed through it. LEDs are used in displays on electronic devices such as computers. TalkSwitch has five LEDs on its front panel. They show which telephone is in use, whether data is being transferred to or received from an attached PC, and which Mode setting is in use.
Prompted Call Back Allows you to activate Call Back by dialing one of TalkSwitch's telephone numbers, letting the Auto Attendant answer and then entering the Call Back settings. Touchtone telephone A push-button telephone which emits distinctive (DTMF) tones as different buttons on the keypad are pressed. Two Line Telephone Serial Communication A type of electronic communication that, unlike parallel communication, requires that data bits be sent one after the other.
