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T A L K S W I T C H U S E R G U I D E • U K & I R E L A N D

Problem: I am unable to configure TalkSwitch using a touch-tone phone and
the Keypad Commands.

Solution: Try the following solutions, in order, until the problem is resolved.

•

TalkSwitch cannot be configured using a phone that is sharing a line
with it.

•

If you are trying to configure TalkSwitch using an Out-of-Office phone,

you must first enter Command Mode. Dial

at the auto attendant If

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 ‘Recall’ to receive internal dialtone.

•

If the TalkSwitch configuration software is open, you cannot configure
TalkSwitch using touch-tone keypad commands. If the software is closed
and you continue to get the prompt “I’m sorry, TalkSwitch is currently
being configured.” Try rebooting TalkSwitch by turning the power off and
then back on.

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 is set too high.

•

Check the mode TalkSwitch is currently running. It is possible that you
are in Mode 2 and have not configured TalkSwitch properly for this mode.
Check what you have programmed for Mode 2 in the Telephone Lines
section of the TalkSwitch software under ‘Call Handling’.

•

The line is not connected properly to TalkSwitch. Check to see that the
line light associated to the line is flickering. If not, try replacing the
phone cord.

Problem: The Auto Attendant message is broken up or very faint.

•

Adjust the Line Controls volume setting located in the Audio Controls tab
in the Options folder of the configuration software.

•

The quality of the microphone in the telephone handset that you are
using to record your Auto Attendant also affects the quality of your
recording. Try recording the Auto Attendant using another extension/
telephone.

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Summary of Contents for 24

Page 1: ...A N S W E R S W I T H I N T E L L I G E N C E TALKSWITCH DOCUMENTATION USER GUIDE RELEASE 3 24 CT TS005 001101 UK For use in United Kingdom and Ireland ...

Page 2: ...n this user guide is subject to change without notice and does not represent any commitment on the part of TalkSwitch No part of this user guide may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying recording or information storage and retrieval systems or translated to another language for any purpose other than the licensee s personal use an...

Page 3: ...met local regulatory requirements please install the devices in accordance with the instructions provided Power Adaptor Power Cords Use the power adaptor and power cords provided with the TalkSwitch Other power adaptors may damage the unit Check that the power adaptor voltage rating matches the local supply If they do not match please contact your TalkSwitch reseller for advice Temperature Environ...

Page 4: ...s from making calls through your PBX TalkSwitch Usage The model of TalkSwitch you have purchased is designed and supplied to meet the technical standards for use in specific countries and for connection to the major telephone service providers in those countries It is subject to regulatory certification and compliances as detailed in the appendices Export and use outside the intended countries is ...

Page 5: ...cting TalkSwitch to a LAN and or PC 7 1 4 4 1 Connecting TalkSwitch to a LAN for local configuration 7 1 4 4 2 Connecting TalkSwitch to a PC using a USB cable 7 1 4 4 3 Connecting TalkSwitch to a PC using a Serial cable 7 1 4 4 4 Connecting to TalkSwitch over IP 8 1 5 Using 2 or more TalkSwitch units on a LAN 8 1 5 1 Connecting 2 or more TalkSwitch units to a LAN 8 1 5 2 Setting the Unit ID for th...

Page 6: ...uration 23 2 3 3 4 PSTN analogue telephone lines 28 2 3 3 5 VoIP Numbers 31 2 3 3 6 Line Hunt Groups 32 2 3 3 7 Automatic Route Selection and Toll Restriction 33 2 3 3 8 Fax Information 39 2 3 3 9 Local Extensions 40 2 3 3 10 Remote Extensions 42 2 3 3 11 Extension Ring Groups 44 2 3 3 12 On hold Ringback 46 2 3 4 Voicemail 47 2 3 4 1 Local Extension Voicemail 47 2 3 4 2 Remote Extension Voicemail...

Page 7: ...ferring calls 89 3 2 5 Call Park Parking and retrieving callers 90 3 2 5 1 Parking a caller 90 3 2 5 2 Parking a caller using Auto Park 91 3 2 5 3 Retrieving a parked call 91 3 2 5 4 Using Call Park with the Paging option 91 3 2 6 Call Queue UCD Call Waiting Queuing and retrieving callers 91 3 2 6 1 Queuing calls to a single extension 91 3 2 6 2 Queuing callers to an Extension Ring Group 92 3 2 7 ...

Page 8: ...Record CDR logging 111 4 2 Retrieving Data 112 4 2 1 Web Interface Store to File on TalkSwitch 112 4 2 2 Serial Interface Real Time to Serial Interface 114 4 3 Analyzing the Data 115 CHAPTER 5 VOIP INFORMATION 5 1 Introduction to VoIP 119 5 2 Optimizing Your IP Network for VoIP 119 5 2 1 The Broadband Connection 119 5 2 2 The Router NAT Firewall 120 5 2 3 The Local Area Network 121 5 3 FAQ 121 APP...

Page 9: ... USB cable supplied only with models without a LAN port RJ 45 LAN cable supplied with all models with a LAN port Telephone cables one per telephone line port CD containing configuration program installation wizard and user documentation Extension Reference Cards TalkSwitch Start Guide Warranty Card Note The VoIP symbol indicates sections that only apply to VoIP enabled TalkSwitch units We recommen...

Page 10: ... Line 2 caller is on hold Flickering Line 2 is ringing Quick Pulse Line 2 is engaged by a device that is sharing the line with TalkSwitch Power Data On Solid TalkSwitch is powered on Flickering The PC connected via Serial or USB to TalkSwitch is either sending or retrieving information from TalkSwitch Pulsing Slowly Global Message Waiting Indicator optional Note Lights for line 3 and line 4 apply ...

Page 11: ...elephone lines during the system setup See Chapter 2 Configuration 1 3 1 TalkSwitch 24 Models 1 3 2 TalkSwitch 48 Models Line 4 On Solid Line 4 is currently in use Pulsing Slowly Line 4 caller is on hold Flickering Line 4 is ringing Quick Pulse Line 4 is engaged by a device that is sharing the line with TalkSwitch TalkSwitch configurations are subject to market availability Light State Description...

Page 12: ... input PA 1 8 socket for output to Public Address system LAN subject to model RJ 45 10BaseT Ethernet for connection to LAN used for connection to other co located TalkSwitch units VoIP networking and configuraion from local PC or remotely over Internet POWER Plug in supplied AC Power Adapter Rating 16VAC 1 5 A ONLY use the power adaptor supplied with the system Memory Slot on side of system For Vo...

Page 13: ...ed with telephone lightning protectors to comply with local regulatory requirements they must be installed on each telephone line as detailed in the instructions provided with the lightning protectors In cases where the telephone company lines are terminated on a Connection Box with IDC or screw terminals it is recommended that RJ 11 Wiring Tails are used These are single or multi pair cables with...

Page 14: ...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 port The Music port 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 ports on each TalkSwitch The PA port can be connected...

Page 15: ...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 When you run the TalkSwitc...

Page 16: ...click Address Book to maintain a list of internet addresses 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 units with a LAN port can be networked together on the same LAN Ensure you have the appropriate firmware on all units before add...

Page 17: ...one handset connected to one of the extension ports 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 When none of t...

Page 18: ...voicemail have different numbers based on the Unit ID assigned to the TalkSwitch unit they belong to The extensions and voice mailboxes affected by the new numbering system are listed in the table below None of the Extension Ring Groups are affected They are global to the entire system It doesn t matter if there are one or four TalkSwitch units on a LAN Unit ID Touch Tone Command 1 01 2 02 3 03 4 ...

Page 19: ...Here are a few items that have been designed for better network use Configuration Settings All units are cloned with identical settings In the event that a unit has disappeared off the network adapter unplugged LAN connection disconnected LAN failure etc the system can still handle the calls since it retains the configuration settings of the missing unit In the event an extension or voice mailbox ...

Page 20: ...irectory names and voicemail messages for extensions 121 128 221 228 and mailboxes 420 429 are stored on the TalkSwitch with Unit ID 2 If a unit is completely filled with voicemail messages new messages will not be stored on other units The system will simply not accept anymore messages for mailboxes belonging to that unit If you need more memory TalkSwitch Memory Cards can be purchased from your ...

Page 21: ...e screen Configuration software system requirements PC running Windows XP 2000 120 MB free hard disk space 128 MB RAM An available USB or Serial port for 24 models An available Ethernet port for 48 models 800 x 600 minimum video resolution If you are having problems retrieving the settings from TalkSwitch please check Appendix A Help and Troubleshooting Important The latest version of the TalkSwit...

Page 22: ... the USB cable to TalkSwitch when the configuration software is installed Serial Select when a serial cable is used to connect the system to a PC Serial is only supported with models equipped with Serial port Serial cable must be purchased separately Ethernet Select when system is connected to PC over a LAN Ethernet is only supported with models equipped with a LAN port USB Select when a USB cable...

Page 23: ...re and Firmware 2 3 SYSTEM CONFIGURATION 2 3 1 The configuration screen The configuration screen consists of the following parts 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 addr...

Page 24: ...aves the current configuration to a file Exit Closes the Configuration Retrieve Settings Retrieves settings from TalkSwitch connected to the PC Update Firmware This action updates the firmware For more details on upgrading the TalkSwitch Firmware see section 3 8 Tool Bar Toggles the toolbar on off Status Bar Toggles the status bar on off Memory Usage Voicemail Displays a dialog box showing interna...

Page 25: ... defaults Reboot TalkSwitch Prompts you to save the configuration The reboot takes 25 seconds About TalkSwitch Configuration Utility Displays the TalkSwitch software version number TalkSwitch firmware version number and Copyright information Support on the Web Launches your browser and links you to our support site About TalkSwitch This link displays version information about the TalkSwitch softwa...

Page 26: ...op They allow you to select the TalkSwitch in the group 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 Call Back DISA Configure TalkSwitch s Call Back and DISA features in this folder Both of these features reduce your company s long distance expenses Options Configure advanced settings In this folder audio controls tro...

Page 27: ...te 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 For TalkSwitch models with VoIP lines the system name or extension names...

Page 28: ...untry where the system is being used If different service providers are identified for the country select the service provider to which the system s telephone lines will be connected Note that setting or resetting this parameter will change the system setting to the default values required for the country or service provider The Location setting is shown in the bottom right hand corner of all conf...

Page 29: ...VoIP calls properly Current public WAN IP address When you select the public IP address type dynamic this entry shows the current public IP address and is not editable If the public IP address is static you enter it here Public WAN IP address checker server name When you select the public IP address type dynamic this entry shows the current server name for the IP checker utility If the public IP a...

Page 30: ...ettings 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 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 To reserve an IP address you need the MAC addres...

Page 31: ...P devices in your office network 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 ...

Page 32: ...ach of your VoIP numbers Do not assign duplicate numbers between any two locations This TalkSwitch location is the Proxy Registrar If this location is designated to be the Proxy Registrar Server check this box When it is enabled and other SIP devices are registered with this system any calls made within the group contact this device to resolve the destination location Once the destination is resol...

Page 33: ...ort number than the default specify the port number after a colon at the end of the domain or IP address Example VoIP domain com 5061 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 N...

Page 34: ...ion on the TalkSwitch VoIP network select an upper limit for the number of lines Maximum number of VoIP numbers for incoming 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 to make all lines available for incoming calls and restrict the number of lines used for outgoing call...

Page 35: ...ayed 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 222 234 432 234 5061 Registrar Server Name Enter the IP address or domain name associated with the R...

Page 36: ...lick this button to view if this system is registered with the designated Registrar Server 2 3 3 4 PSTN analogue telephone Lines To configure telephone lines go to the System Information and Telephone Line folder Select the tab for the telephone line to be configured Line Detected shows if the telephone line was detected when the system configuration was last retrieved To update the detected statu...

Page 37: ... calls are detected with these distinctive ringing patterns they will be handled as separate telephone lines and can be setup with different call handling e g routed to a FAX machine at specific extension The distinctive ringing patterns are as follows Distinctive Ring 1 Two ring bursts per cycle of ringing where normal ringing is a single ring burst per cycle OR a single ring burst per cycle of r...

Page 38: ...Call Waiting Check this box if you have a Call Waiting service on the current line It is strongly recommended that you remove this service from your line s since there is no way for TalkSwitch to answer a second call on the same line while it is handling the first call You may want to consider adding the Hunt Rollover service to your lines instead Caller ID Check this box if the current line provi...

Page 39: ...ic extensions in the office 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 act...

Page 40: ...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 These Line Hunt Groups are used by the Local and Remote Extensions and the DISA feature Each Hunt Group can support several line choices and attempt to use an available line in the order that they are listed Lines to Hunt for that Hunt Gr...

Page 41: ...cal area code mobile operator service number or access code dialed The Automatic Route Selection ARS table is programmed by the system administrator with the leading digits of calls to be re routed or blocked TalkSwitch routes outgoing calls through Line Hunt Groups to telephone lines or VoIP trunks dialing the outgoing Line Hunt Group access codes 9 or 81 to 88 or directly when Direct Line access...

Page 42: ...e Line Hunt Groups also see section 2 3 3 6 Ensure that the Line Hunt Groups are configured In the TalkSwitch Configuration software click System Information Line Hunt Groups We recommend that each network service provider s telephone lines or VoIP trunks are assigned to a separate line hunt group You can define a name for each line hunt group and adjust the order in which the telephone lines will...

Page 43: ...will route or block calls according to the leading digits you define and the actions you chose in the TalkSwitch Configuration under System Information Auto Route Selection Enter the leading digits you wish to route or block in the Leading Digits field The leading digit for long distance is 1 As soon as you dial 1xxx xxx xxxx the system recognizes that you are making a long distance call To place ...

Page 44: ...d 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 If you dial 9 followed by 1 a 3 digit area code and a 7 digit number you access a line for long distance calls in North America as defined in line hunt group 82 If you dial 9 followed by 01 the call is bl...

Page 45: ... 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 Repeat these steps for all your local extensions When you allow access to line hunt groups that have ARS activated the calls are routed through ARS Direct Line Access If you enable Direct Line Access on an extension calls placed...

Page 46: ... 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 The use of the telephone company s three way calling service is not recommended when ARS is used The TalkSwitch ARS has no control over...

Page 47: ...cted to E8 on the rear of TalkSwitch unit 1 select extension number 118 Blocking international calls with exceptions Leading Digits Action Objective 00 00 Block Calls Hunt Group 81 International calls are restricted North American calls are allowed 08 Hunt Group 81 Redirect calls to mobile operators with access codes 08 to different line that may be equipped fixed GSM phone services Call Redirecti...

Page 48: ... 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 port on the same TalkSwitch unit where the fax line number is connected By default when both a dedicated line and fax extension have been selected for the first time the software automatically configures the incoming call...

Page 49: ...lect the number you want to appear at the remote location when VoIP calls are placed from this extension If Default VoIP Number is selected then the phone number associated to the outgoing VoIP port will be used This selection makes the most sense if your VoIP numbers have been configured to handle all inbound calls in the same manner Phone Type If you have a TalkSwitch phone set connected to this...

Page 50: ...tension or forwarded to another out of office telephone number e g to a business partner s cell phone depending upon the Call Cascade configuration For details on how to use Remote Extensions see sections 3 3 1 and 3 3 2 Once your remote extensions are configured calls can be forwarded by the Auto Attendant or transferred by someone in your office by dialing the Remote Extension number There are 8...

Page 51: ... the Remote Extension no specific prefixes are required other than area codes for long distance calls Enter the number the same way you are dialing it from a regular phone You may use digits 0 9 space comma dash and 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 long distance plan set up for the line...

Page 52: ... Groups Send calls to specific groups of employees For example if you have a company with several departments you can configure Extension Ring Group Note Remote Extensions do not have the ability to transfer calls manually when using Same line Connect Note When using Same line Connect callers hear silence while they are on hold The callers are on hold at the Telephone Company and not at TalkSwitch...

Page 53: ... can configure an Extension Ring Group 300 to ring your extension with a different ring pattern You tell your colleagues to choose extension 300 at the Auto Attendant or ask to be transferred to extension 300 when speaking to someone in the office Without being subscribed to Caller ID you can tell by how your phone rings if you consider the caller to be important Select the Extension Ring Group 30...

Page 54: ...n the system This file must be in 8KHz 8bit mono u law format You can convert MP3 and other file formats using a utility like Audio Converter or Ripper Download a converter at www audioi com 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 wo...

Page 55: ...endants with a memory card available at www talkswitch com or at your local reseller For details on how to use voicemail see Chapter 3 Using TalkSwitch All Local Extensions are activated with a voicemail box by default Note If you have more than one unit connected to the LAN and you are using an external music source you need to connect the source to all units Obtain a 1 8 audio splitter available...

Page 56: ...er location when new messages arrive use Remote Phone Notification Enter the phone number of the cell phone or location where you want to be notified Notification Settings button 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 local extension Callers ...

Page 57: ...t both locations have been contacted before finishing the notification process 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 t...

Page 58: ...on has been enabled so that you can activate its voicemail Please refer to section 2 3 4 1 for information on the following Go to voicemail box Go to local ext Go to remote ext Go to ring groups Play announcement only or perform no action Load Greeting button Voicemail Notification Settings tab Remote Phone Notification Notification Settings Pager Notification Message Waiting Light Configuration N...

Page 59: ...port group Please refer to section 2 3 4 1 for information on the following Go to voicemail box Go to local ext Go to remote ext Go to ring groups Play announcement only or perform no action Load Greeting button Voicemail Notification Settings tab Remote Phone Notification Notification Settings Pager Notification Message Waiting Light Configuration Notification Options Dial notification phone numb...

Page 60: ...l The default setting plays back messages starting with the newest message and working back to the oldest This setting is the most convenient People store several saved messages and don t want to skip through all these messages every time they want to listen to newer ones When pager remote mail notification This controls whether the system pages or calls your remote phone for every new message or ...

Page 61: ...employee has left the company and all greetings messages and settings for a particular mailbox have to be reset If you simply need to delete a password use the Voicemail Manager located under the Tools menu 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 t...

Page 62: ...son 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 DISA and enter Command mode directly to make changes to the system configuration 400 series mailboxes can be dialed at the Auto Attendant without Warning The mode cannot change if you are logged into the con...

Page 63: ...tension 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 Note When...

Page 64: ...ed above If Password Protection is enabled you are prompted for your password 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 Auto Attendant Record message Play...

Page 65: ...ing Group 300 go to ring group you can provide a single digit option to ring an Extension Ring Group go to auto attendant TalkSwitch can direct callers to multiple levels of auto attendants For example you might want to use your main auto attendant to provide language options like press 1 for English 2 for Spanish Then you configure option 1 to go to auto attendant 2 English version and option 2 t...

Page 66: ...r other system features 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 TalkSwitch waits 1 5 seconds after your caller inputs a digit before following with another digit If another digit is not received TalkSwitch f...

Page 67: ...nd section 3 7 1 for details on using DISA Utilities for an auto attendant Record Instructions button Click this button to display 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 TalkSwitch adjusts the recording volume for optimal recordings Load Auto Attendant button Click this button to d...

Page 68: ... may have unused Auto Attendant messages Delete them to free up memory 2 3 5 3 PSTN analogue 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 ...

Page 69: ...ons to ring in a sequence i e one extension rings first then another one on the 2nd ring click the Adjust Sequence button to configure 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 Go to Voice Mailbox If you do not want to use an Auto Attendant but want the call to go to...

Page 70: ...f no Auto Attendant is selected to answer on the specified line specify when particular Extensions will ring up to 9 times Remember that no calls go to voicemail unless you first have an Auto Attendant answer 2 3 5 4 VoIP Numbers First select a VoIP number to configure Then select the appropriate mode for which you want TalkSwitch to use these settings If you entered the phone number in the VoIP N...

Page 71: ...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 Once a call enters an extension s Call Cascade sequence the extension owns the call It does not follow any other extension s options even if that extension is selected in the Cascade sequence What you see in an extension s Cascade se...

Page 72: ...o not Disturb when turned on at an extension For each of these situations three cascade destinations are available to control how and where you want to handle the incoming call to the extension 1 Busy tab routing options when this extension is busy Cascade options for forwarding calls go to voice mailbox go to local ext go to remote ext go to ring group play announcement invoke Call Waiting go to ...

Page 73: ...to the Cascade options on this tab by hanging up or pressing Routing forwarding options for rejected calls go to voice mailbox go to local ext go to remote ext go to ring group play announcement go to auto attendant hang up In the case you select hang up TalkSwitch plays the following prompt I m sorry that extension is unavailable at this time Please try again later 4 Do not Disturb routing option...

Page 74: ...her extension s options even if chosen in the Call Cascade sequence What you see in an extension s Call Cascade sequence is exactly what you ll get You can set up the Call Cascade sequences for both modes the scheduling for these modes are set up in the Modes tab For Remote Extensions there are 3 different Call Cascade options For each of these options you can control how and where you want the in...

Page 75: ...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 Routing forwarding options for rejected calls go to...

Page 76: ...p s Call Cascade sequence is exactly what you ll get 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 Note If a call is forwarded to a Remote Extension fr...

Page 77: ...swers 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 Routing forwarding opti...

Page 78: ...k 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 Prompted Call Back Prompted Call Back offers the convenience of ente...

Page 79: ...ou 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 For example if you want to disable ...

Page 80: ... 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 The Announced Message option allows you to record a message that plays when the call is initially answered during a Call Back For example Please transfer th...

Page 81: ...r you can use Prompted Call Back to save on your long distance charges For details on using Call Back see section 3 7 2 Note There are 4 Auto Call Back accounts per TalkSwitch unit If you need to record an Announced Message for a particular Auto Call Back account it must be on the same TalkSwitch unit as the account Note If you need to configure and or record an Announced Message from a remote loc...

Page 82: ...saves you from entering the same prefix every time you want to set up an Auto Call Back phone number 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 As de...

Page 83: ... Call Bridge when a Call Back is accepted check the Allow Call Bridge box You can restrict the DISA 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 DISA Call Bridge 1 Call into TalkSwitch from any out of o...

Page 84: ...unt check the Activate Call Bridge box and enter a 4 to 8 digit password Click the Hunt Group Access button and assign the Hunt Groups for this account 2 3 7 Options 2 3 7 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 fir...

Page 85: ...ded or changed click the Calibrate Lines button Extension Controls These controls allow you to increase or decrease the volume level of calls and system prompts heard at each extension VoIP Codec Selection All 3 codecs are active by default The preferred codec is G 729 approximately 20Kbps bandwidth For example if you have a lite version of a broadband service you do not have enough bandwidth to s...

Page 86: ...n hold or there is no talking from the extension side of the conversation 2 3 7 2 Transfer Options This section describes TalkSwitch s actions when calls are transferred manually Transferring a caller to a Local Extension Remote Extension or Ring Group You can specify how transferred calls are handled if their target is a local extension remote extension or ring group and if it is busy or doesn t ...

Page 87: ...ter a call has been transferred Ensure you have this service feature activated on your line s Check under System Information Telephone Lines Remote Transfer Calls that are transferred to a Remote or VoIP Extension can be transferred back to another extension or voice mailbox Dialing to place the caller on hold then enter the extension or mailbox number If this is set to allow screening calls dial ...

Page 88: ...h disengages the Call Back i e hangs up Depending on the situation you may want to give yourself more time to pick up and accept the Call Back by increasing the number of rings If being used with another PBX PBX extension length If TalkSwitch is used as an Auto Attendant with another PBX you can set the number of digits the PBX uses for its extensions This allows TalkSwitch to know what digits to ...

Page 89: ...Attendant should say To speak with John Doe press 7111 When 7111 is dialed TalkSwitch puts the caller on hold and transfers the caller to extension 111 Intercom Calls This setting is enabled by default Any internal calls follows the Cascade settings of the extension dialed If it is disabled no fall through actions takes place Fax Over IP A VoIP enabled TalkSwitch supports fax detection and switchi...

Page 90: ... Demo used strictly for demonstrating two TalkSwitch units connected to a hub or a switch and acting as two separate locations Auto Attendant Transfer Prompts TalkSwitch can disable playing of transfer prompts to callers when redirecting calls from the Auto Attendant 2 3 7 4 Troubleshooting Do not change the following controls unless you are familiar with the effect they have on the TalkSwitch ope...

Page 91: ...n quickly retrieve it The Double Recall time values signify the maximum time between two recalls that TalkSwitch recognizes as an intended recall to the Telephone Exchange When two recalles are detected with a time gap larger than the value displayed no recall is propagated at the Telephone Exchange The value can be adjusted from 200 ms to 2000 ms with the default set at 1200 ms 3 Way Calling wait...

Page 92: ...at Auto Attendant 2 If you don t want to use options 1 2 and 3 for any of the Auto Attendants you can set the option to 4 seconds This gives callers more than enough time to dial all 3 digits of any extension without accidentally falling through to one of the Auto Attendant options 3 If you don t want to give callers the ability to dial any of the extensions and only permit them to access single d...

Page 93: ...he ringbacks 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 This parameter controls when the system assumes a call on a telephone line has been cleared from the network by detecting a ...

Page 94: ... from the start port i e 6000 6002 6004 and 6006 are needed for the first TalkSwitch unit on a LAN and 6030 6032 6034 and 6036 are used for the fourth unit These are the ports that this TalkSwitch system listens on as opposed to the port it needs to communicate with at the other end For example if your SIP server at another location uses port 5061 instead of 5060 for signalling you do not set this...

Page 95: ... Ring Group 300 309 choose options 0 1 2 3 4 5 if configured to perform specific actions dial voicemail directly and mailbox send faxes or remain on the line to follow an action programmed for that Auto Attendant TalkSwitch owners and employees can access other options at the Auto Attendant including Call Back dial 6 DISA dial 80 88 9 retrieve voicemail dial and mailbox and enter command mode to m...

Page 96: ... at other local extensions that have the TS 200 TS 400 or TS 600 phone sets To place an intercom call to one of these sets dial 84 the local extension number 1xx at the TalkSwitch dial tone Place out of office calls from a Local Extension To place a call to an out of office telephone number from a Local Extension you must first access an available line by choosing a Hunt Group 9 81 88 at the inter...

Page 97: ...TS 400 or TS 600 phones Follow the same procedure to take callers off immediate hold If you have multiple callers on hold or in queue at your extension press recall 7 to retrieve callers on a first in first out basis 3 2 4 Transferring calls From a Local Extension to another Local Extension Remote Extension or Extension Ring Group To initiate an Unscreened Transfer put the caller on hold dial reca...

Page 98: ...fer because this disconnects the call If the person at the receiving extension does not wish to take the call press recall 5 to return to the caller 3 2 5 Call Park Parking and retrieving callers Call Park is a feature for placing a call on hold and then retrieve it from any other Local Extension TalkSwitch has 10 Park Orbits in all models 500 509 3 2 5 1 Parking a caller To place a caller in the ...

Page 99: ...ed to Bob at that extension If Direct Line Access is enabled at your extension press recall before retrieving the parked call If you have a combination of TS 200 TS 400 and TS 600 phone sets in the office you can page over these handsets individually or as a group 3 2 6 Call Queue UCD Call Waiting Queuing and retrieving callers 3 2 6 1 Queuing calls to a single extension Call Queue is a useful fea...

Page 100: ...d If you have multiple callers queued up press recall and 7 to retrieve callers on a first in first out basis If Call Waiting is enabled for the busy action of a Local Extension callers hear ringing or music if enabled while the Local Extension hears a Call Waiting beep and receive the Caller ID for the new call To connect to the new caller press recall 7 To let the caller fall through to the next...

Page 101: ...d the person at the extension can dial recall 7 to put the current caller on hold and answer the new caller S he has the option to dial recall 5 This terminates the current call and connects the new call If the person at the extension does not want to take the new call s he can ignore the Call Waiting beeps and TalkSwitch directs the caller to the next level of the Call Cascade for that extension ...

Page 102: ...N and VoIP Once properly configured calls are made between locations using VoIP with broadband connections TalkSwitch has 50 VoIP location codes 250 299 that can be assigned to any VoIP number These location codes are dialed from any extension or auto attendant TalkSwitch automatically hunts the VoIP ports for placing these calls Other calls are made over VoIP by dialing hunt group 88 activate voi...

Page 103: ...lel with TalkSwitch Making Calls Make calls on parallel connected phones as if TalkSwitch were not sharing the telephone line with them Answering Calls If a call is answered on a parallel connected phone before the Auto Attendant engages continue with the call as usual TalkSwitch takes no further action If a call is answered on a parallel connected phone after the Auto Attendant engages turn off t...

Page 104: ...ccess immediately connect to one of your lines when you pick up the telephone s handset disabling you to select a specific telephone line or to access voicemail intercom or other system features without first pressing recall To have your modem access a specific line using a Hunt Group Change your modem s Dial Properties to include the intended Hunt Group 81 88 or 9 followed by the letter w before ...

Page 105: ...t can forward the call to a Remote out of office extension number Conditional call forwarding is configured in the TalkSwitch Software using the Call Cascade s No answer or Busy at ext settings configurable for each Local Extension Remote Extension and Ring Group 3 3 2 Transferring calls from a Remote Extension Calls forwarded to a Remote Extension not using Centrex or 3 Way Calling services can b...

Page 106: ...of the tone TalkSwitch asks the caller to hold and dials the call forwarding telephone number When you answer the forwarded call TalkSwitch plays a pre recorded prompt that identifies the call as forwarded This is Call Forward you have a call from and plays the recording of the callers name To accept the forwarded call press on your telephone keypad or to re route the call to its call screening Ca...

Page 107: ...ing calls Once the phone or gateway is registered with the TalkSwitch SIP server calls are received directly from other registered gateways or through the system 1 If the call is routed via TalkSwitch you can transfer the caller dialing and any extension or voice mailbox 2 If the call came directly from another SIP gateway or phone you can transfer the call if your service provider supports this f...

Page 108: ...icemail press recall and the mailbox number When a caller presses after leaving a message or after 2 minutes have elapsed TalkSwitch plays a prompt asking callers if they wish to keep the message listen to the message or re record the message Callers can press 0 and the system directs the call according to the settings of that mailbox 3 4 2 Retrieving messages Accessing a voice mailbox When a new ...

Page 109: ...ox associated with its extension The directory is related to the extension and its mailbox Once your mailbox has been setup and you access it through prompt instructions you may do the following Listen to messages press 1 If there are messages in your mailbox press 1 to access them TalkSwitch always starts with new messages before it plays back any older messages You can perform the following acti...

Page 110: ... to your configuration Callers are directed to enter the first 3 letters of the employee s last name The system finds the exact or closest match and plays the recorded name and the extension number It then gives callers the option to connect to that extension 3 4 3 Pager and Cell Phone notification When a new message is left in a voice mailbox it can notify a pager cell phone or any remote number ...

Page 111: ...lephone company s 3 Way Calling Conference service Same Line Connect to activate TalkSwitch s Call Forwarding callers do not hear your music while they are forwarded to a Remote Extension When calls are forwarded the caller is put on hold by the telephone company s central office switch rather than by TalkSwitch and the caller hears silence while being transferred A system prompt indicates that ca...

Page 112: ... calls from your 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 You can make a call to TalkSwitch access a telephone line connected to TalkSwitch and enter the number you want to dial This is especially useful when you are out of the office with your cell phone and need to dial a long distance n...

Page 113: ...that TalkSwitch disconnects at the end of a DISA session press and then hang up The DISA telephone number dialed can be any telephone number local long distance toll free 800 and 888 or international Enter the telephone number as you would in your office For long distance calls do not forget to include the 1 country code and area code 3 7 2 Using Call Back The Call Back feature allows you to initi...

Page 114: ...f required enter your password This option is used when you have a direct line to your Call Back telephone number 2 The Use Announced message option allows the Call Back from TalkSwitch to reach you when you are in a hotel or an office where calls are intercepted by a receptionist or switchboard operator When the Call Back is answered TalkSwitch begins playing your pre recorded message e g Please ...

Page 115: ...alkSwitch Visit our website at http global talkswitch com Step 1 Check current version To identify the appropriate update file you must determine your TalkSwitch firmware and software versions To find your TalkSwitch software version number go to the Help About TalkSwitch Configuration Utility Write down the software number Go to the TalkSwitch website at http global talkswitch com The instruction...

Page 116: ...nstall file or using the Run option on your Windows Start menu A series of windows guide you through the installation process This process updates your configuration software to a newer version You still need to update the firmware to take advantage of new features The new firmware file is placed in the TalkSwitch directory after running the install program Step 3 Updating the firmware The last st...

Page 117: ...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 config...

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Page 119: ... 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 Select Real time to Serial Port or Store to File on TalkSwitch 4 File Save to TalkSwitch C H A P T E R 4 CALL DETAIL RECORD LOGGIN...

Page 120: ...RETRIEVING DATA There are 2 different methods of retrieving the data from TalkSwitch Web Interface Store to File on TalkSwitch only on models with LAN ports Serial Interface Real time to Serial Interface 4 2 1 Web Interface Store to File on TalkSwitch You can access the CDR information through an HTTP interface In a web browser s Address Bar enter the Box IP address of the TalkSwitch system 1 In a...

Page 121: ...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 ...

Page 122: ... 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 3 In the Connect using drop down menu select the PC COM port that the serial cable is connected to then click OK Note If you have not used Hyper Terminal before you will be prompted to set this program as a default teln...

Page 123: ...The data can be viewed either through the web interface or downloaded and opened into a spreadsheet e g Excel as a delimited text file The log is broken up into various columns 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 1 Call Type 2 Log Number 3 Event Counter 4 Date 5 Time 6 Event Du...

Page 124: ...nated 3 Event This column tracks various state changes of the call For example when an Auto Attendant answers the counter might be 1 When the caller selects an extension the counter increments to 2 etc 4 Date This column shows the date of the call Date format is MM DD YYYY 5 Time This column contains the time that the call entered a specific state The time is displayed in 24 hour format 6 Duration...

Page 125: ...is column indicates on which Box and Line the call came in or out The format of this information is Box then Line Lines 1 4 are PSTN lines and 5 8 are VoIP lines Example 11 Box 1 Line 1 23 Box 2 Line 3 16 Box 1 VoIP 2 11 Account Number This column contains an account number that the user can assign after a call This allows you to group calls together that may have been placed over time to calculat...

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Page 127: ...lti branch teleworker integration and service provider integration 5 2 OPTIMIZING YOUR IP NETWORK FOR VOIP 5 2 1 The Broadband Connection For optimum quality of VoIP calls on your system we recommend that you subscribe to a high speed broadband connection from your Service Provider Lite broadband connections typically 128 Kbps downstream and 64 Kbps upstream are not suitable for simultaneous voice...

Page 128: ...ffice environment there are several computers connected to an Ethernet switch sometimes integrated into a router A router handles the connection between two or more IP networks Routers spend all their time looking at the destination IP addresses of the packets passing through and routing them accordingly In a network that shares both data and voice it is critical that the voice traffic has priorit...

Page 129: ...ends calls over the Internet or any Internet Protocol IP network by converting voice traffic into data packets These packets are routed over the IP network in the same way as other data reassembled at the point of arrival and converted back to voice Does a VoIP call sound like a regular phone call Under the right conditions VoIP calls can sound as good or even better than regular phone calls Voice...

Page 130: ...k should be connected to back up power supplies UPS These elements might include LAN switches routers firewalls broadband connection devices i e cable modems DSL modems and VoIP devices If the power goes out at the Internet Service Provider then no VoIP calls can be made Calls can still be placed over the regular phone lines What happens to VoIP if the IP network fails If the connection to the IP ...

Page 131: ...s a means of having the advantages of a private network on a shared public infrastructure like the Internet A VPN provides security by using encryption decryption Using a process called tunneling private data is encrypted and then encapsulated before being sent across the network These packets of information are sent to their destination Only those with the correct protocol information are able to...

Page 132: ...al IP address to access resources on the Internet NAT is typically used to allow all the devices in a subscriber s local area network to access the Internet through a router with a single public IP address assigned by the Internet Service Provider If a VoIP device is sitting behind a NAT the private IP address assigned to it is not usable for communications with the entities outside the private ne...

Page 133: ...Registrar The other SIP end points will register with this TalkSwitch and all calls will be negotiated through this TalkSwitch When you first set up your VoIP device TalkSwitch gateway or phone it will register itself with the VoIP TalkSwitch that is configured as the SIP Server so that calls can be directed to your location When you initiate a VoIP call your device TalkSwitch gateway or phone wil...

Page 134: ...uating circumstances Propagation shouldn t take much more than an hour at the very most How often will my Public IP address change This depends on the policies of your Internet Service Provider ISP the company that provides your Internet access It can be a matter of days weeks or even months before your IP address changes A power loss or reboot to your cable or DSL modem usually results in the ass...

Page 135: ...l information and help on TalkSwitch usage http global talkswitch com 3 Email your TalkSwitch Technical Support team at the address provided on the website 4 Call your regional TalkSwitch Technical Support specialist at the telephone number provided on the website Please have the following information available when you call a Your e mail address and telephone number b The serial number located on...

Page 136: ...2 Check the Serial USB or LAN connection between TalkSwitch and your PC 3 Ensure that TalkSwitch s power adapter is plugged into a working power outlet and that TalkSwitch is turned on Please make sure that you are using the power adapter that was provided with TalkSwitch This is a unique adapter and it cannot be substituted with any other adapter If your adapter appears to be defective please con...

Page 137: ... able to Retrieve settings from my TalkSwitch Solution Try the following solutions in order until the problem is resolved Ensure TalkSwitch is turned on and plugged into a working power outlet Then select Retrieve settings under the File menu in the configuration software Make sure the serial or USB cable connecting TalkSwitch and your PC is securely attached to the ports Select Connect under the ...

Page 138: ...h by turning the power off and then back on 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 is set too high Check the mode TalkSwitch is cur...

Page 139: ... the Auto Attendant page Are the options pointing to the correct extensions Music on Hold Problem Callers hear the One moment please message and then total silence when the Auto Attendant transfers their call to an extension You have enabled the Music on Hold feature but have not attached an audio device to the MUSIC port on TalkSwitch There is a problem with the music source Check all connections...

Page 140: ... need to press Recall 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 configuration software The problem may be that your fax machine and or answering machine extension is set to answer calls at the...

Page 141: ...al 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 access code before the number you are dialing Problem One of the Local Extensions telephones does not ring Some telephones require more voltage in order to ring These phones are usually the older Bell phones that have mechanical ri...

Page 142: ...D of each unit If the lights on one or more units are flashing then there is a conflict with the Unit ID numbers assigned to each TalkSwitch unit Connect a phone to each TalkSwitch unit and lift the handset It will tell you immediately if a Unit ID number needs to assigned Follow the instructions accordingly You can dial 00 at any time to check the Unit ID of the unit you are connected to See sect...

Page 143: ... located in the Options folder in the TalkSwitch configuration software You may need to boost the Line gain levels on one or more lines to compensate for high loss lines Take note that if these controls are set improperly and your lines are problematic you may hear an echo when calls are made across the LAN Problems that may occur with VoIP Problem I hear re order tone when I try to dial a VoIP lo...

Page 144: ...his 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 For more VoIP information see Chapter 5 VoIP Information ...

Page 145: ...ler s identity is also sent to the extension If a call is transferred from one extension to another the caller s identity will also be transferred The system can also use the Caller Display time stamp to set its internal clock Distinctive Ringing Also known as Call Sign My Ring TalkSwitch can identify the distinctive ringing pattern assigned to a telephone line s second or third directory number A...

Page 146: ...ion between incoming and outgoing calls An alternative to multi line hunting is to use Call Forward on Busy if available Voicemail Also known as Call Answer Messaging This telephone company service is similar to the voicemail provided by TalkSwitch Although the TalkSwitch provides an integrated voicemail the telephone company s voicemail service may be useful in situations where all telephone line...

Page 147: ...ent offering a Call Back when the called line is free This telephone company feature is not compatible with Remote Extensions It is recommended that the remote extension s telephone company is requested to disable Prompted Ring Backs on the remote extensions telephone line Re Answer Supervision This is a feature offered by some telephone companies where the telephone can be placed on hook for a pe...

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Page 149: ...is currently using 3x Switch Modes x 1 or 2 4x Record Auto Attendant x 1 to 9 04x Erase Auto Attendant messages x 1 to 9 5x Playback Auto Attendant messages x 1 to 9 61 64 Record Auto Call Back Announced Messages 1 4 65 Record Prompted Call Back Announced Message 061 064 Erase Call Back Announced Messages 1 4 065 Erase Prompted Call Back Announced Message 71 74 Playback Auto Call Back Announced Me...

Page 150: ...ted with an external phone number xrepresents theUnitID 250 299 Speed dial for VoIP calls TalkSwitch will hunt the VoIP ports go off hook then dial the digits entered 300 309 Dials an Extension Ring Group 10 in total for the entire system Mapped to local exten sion s with specific fall through options recall if connected to a caller Puts caller on hold After putting a caller on hold you receive in...

Page 151: ...entstheUnitID recall 4 Completes a transfer and returns to internal dialtone Action performed after putting a caller on Hold then dialing an intended destination 0 External P A Access To make an announce ment through the attached external P A system recall 5 Disconnects current caller and reconnects immediately to the last caller put on hold 500 509 Call Parking Spots 10 in total for the entire sy...

Page 152: ...ng after the Auto Attendant answers recall 7 Hold Retrieve used for retrieving any calls placed on hold at that extension Or press recall then 7 to cycle through on a first in first out basis 80 Accesses Same Line Connect when transfer ring an outside caller to another outside num ber Put the caller on Hold dial 80 and then dial the outside number Hang up to complete the transfer Can only be used ...

Page 153: ...er x represents the Unit ID num ber 1 4 250 299 Speed dial for VoIP calls TalkSwitch will hunt the VoIP ports go off hook then dial the digits entered 300 309 Dials Extension Ring Groups 10 in total for the entire system Mapped to Local Extension s with spe cific fall through options 1 2 3 4 5 User Defined An extension Ring Group Auto Attendant Voice mailbox Announcement or Per form no action 6 En...

Page 154: ...nternal voicemail to leave a message or lis ten to an announcement If you press 8 during the greeting you can access messages x represents the Unit ID number Callers can directly also dial 400 series mailboxes 1x1 1x8 2x1 2x8 4x0 4x9 Internal voicemail retrieval access x represents the Unit ID number ...

Page 155: ...ion technology equipment Immunity Characteristics with Amendment A1 2001 and Amendment A2 2003 EN61000 3 2 2000 Electromagnet Compatibility EMC Part 2 3 Limits for Harmonic Emissions EN61000 3 3 1995 Electromagnet Compatibility EMC Part 3 Voltage Fluctuations and Flicker with Amendment A1 2001 United Kingdom and Ireland The product models listed below are intended for use in European markets indic...

Page 156: ...Declaration of Conformity please contact local distributor see http global talkswitch com Disposal At the end of the product s life please ensure disposal is in compliance with local regulations for electrical and electronic waste Product Suffix Intended Markets UK Great Britain and Northern Ireland GB and the Republic of Ireland EI ...

Page 157: ...sive environments and moisture e static discharges f high voltage surges from external power sources such as power line telephone line or connection to other equipment g operation outside the product s specification or h failure to follow product instructions The warranty is void where a the serial number has been altered removed or effaced or b the product has been used in an application country ...

Page 158: ...limited warranty statement is inconsistent with such local law that part shall be deemed modified to be consistent with such local law 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 w...

Page 159: ...e cable with BT style plug pro vided for use in UK Caller ID Support All Lines Caller ID Alert LR DT AS and RP AS Caller ID data V 23 Distinctive Ring Support Yes 1 one burst per ring cycle 2 three bursts per ring cycle Loop range 600 ohms On hook Off hook voltage 35 V Ringing voltage 90 V rms Ringing frequency 25 Hz Connector type RJ 11 2 pin Extension Impedance BT SIN 315 for Network Impedance U...

Page 160: ...r box Voice Mailboxes Local Extensions 8 models with LAN port 4 models without LAN port Remote Extensions 8 General Guest 10 Voicemail Expansion 1 9 hours with expansion card Auto Attendant Positions 9 positions each with 6 options each fax detect and timeout Announcement File Format wav format 8 bit mono u Law Music on Hold input 1 8 3 5mm mono P A output 1 8 3 5mm mono Power Source 220 240 V 50H...

Page 161: ...make or receive calls on Line 1 of their respective units In the event of a power return all TalkSwitch features and capabilities will be re established Mode Scheduling and Power Interruptions When the power supply to TalkSwitch has been interrupted TalkSwitch s internal clock will continue to run for up to 12 hours If you have enabled TalkSwitch s Automatic Mode Scheduling feature and it has been...

Page 162: ... T C H U S E R G U I D E U K I R E L A N D To check the current mode of operation dial at a Local Extension to enter command mode then enter a password if required Next dial 30 then TalkSwitch will report the current mode ...

Page 163: ...nd subject to the terms and disclaimers listed below A Copyright 1998 by the Massachusetts Institute of Technology Permission to use copy modify and distribute this software and its documentation for any purpose and without fee is hereby granted provided that the above copyright notice appear in all copies and that both that copyright notice and this permission notice appear in supporting document...

Page 164: ...SOFTWARE EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE C Copyright 2001 2003 Swedish Institute of Computer Science All rights reserved Redistribution and use in source and binary forms with or without modification are permitted provided that the following conditions are met 1 Redistributions of source code must retain the above copyright notice this list of conditions and the following disclai...

Page 165: ...d to make and use derivative works provided that such works are identified as derived from the RSA Data Security Inc MD5 Message Digest Algorithm in all material mentioning or referencing the derived work RSA Data Security Inc makes no representations concerning either the merchantability of this software or the suitability of this software for any particular purpose It is provided as is without e...

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Page 167: ...service provided by local telephone companies Analogue All sound actually begins in the form of sine waves and must be in this form to be heard by the human ear Analogue devices phones answering machines etc transmit and receive sound in the form of sine waves The telephone lines in your home are also designed to carry analogue signals sine waves TalkSwitch is an analogue device and will work with...

Page 168: ...on a pay per service basis All call switching occurs at a local telephone station instead of a company s premises Service may not be available from local telephone company CNG A chirping tone emitted by fax modems and most fax machines to initiate contact with another fax machine modem COM Port Communications Port Internal virtual pathways used to transmit data to and from a PC s exterior Serial P...

Page 169: ...dicate that equipment is ready to receive dialed digits Tone is usually constant and may be interrupted when features are activated on the line such as message waiting or call forwarding Digit Any whole number from 0 to 9 The numbers on your telephone keypad can also be referred to as digits Digital Digital devices phones answering machines etc convert analogue sine waves into digital signals a co...

Page 170: ...ions ports located on the back panel of your TalkSwitch Firmware Firmware is a combination of software and hardware More precisely it is software programs or data that has been written onto hardware micro chips Micro chips ROMs PROMs and EPROMs that have data or programs recorded on them are called firmware Icon A small picture that represents a program action or feature in the configuration softw...

Page 171: ...ogue signals into digital Modes The TalkSwitch supports different time and day modes of operation providing different call management depending on the current mode of operation Monitor TalkSwitch Monitor A feature included with the Software Configuration package The Monitor provides a graphical representation of telephone traffic as it flows through the TalkSwitch system Network A group of two or ...

Page 172: ...d to connect single 2 wire telephone lines and used with such devices as telephones cordless and DECT phones fax machines and modems RJ 45 Registered Jacks 45 is a technical term for a telephone jack that supports 8 conductors and is used generally for Networking applications Prompted Call Back Allows you to activate Call Back by dialing one of TalkSwitch s telephone numbers letting the Auto Atten...

Page 173: ...solo professionals part time work at homes telecommuters and small businesses Tel Lines 1 2 3 or 4 A port or plug in on the back panel of TalkSwitch which can accept a RJ 11 plug from either a telephone line or PBX system A single line telephone cable can be plugged into this port and will become a usable TalkSwitch Line Telephone Keypad The collection of push buttons on a touch tone telephone Tel...

Page 174: ...A service provided by TalkSwitch or telephone companies which gives callers the opportunity to leave a message when your extension or telephone line is busy or unanswered VoIP Voice over IP 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 ...

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