Talkswitch 48-CA/CVA User Manual Download Page 1

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A N S W E R S

W I T H I N T E L L I G E N C E

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

TALKSWITCH 24-CA
TALKSWITCH 48-CA/CVA

RELEASE 4.0

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F o r u s e i n

N o r t h A m e r i c a

Summary of Contents for 48-CA/CVA

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 T A L K S W I T C H U S E R G U I D E TALKSWITCH 24 CA TALKSWITCH 48 CA CVA RELEASE 4 0 CT TS005 001102 For use in Nor th America...

Page 2: ...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 m...

Page 3: ...IX Guide conventions X CHAPTER 1 TALKSWITCH INSTALLATION 1 1 TalkSwitch package contents 1 1 2 Configuration software system requirements 2 1 3 Unit front panel 2 1 4 Unit back panel 3 1 5 Installing...

Page 4: ...s affect system extension numbers 23 1 9 5 Keep track of the lines and extensions 24 1 9 6 Optimizing the system for networked use 25 1 10 Installing a memory card 26 1 11 Upgrading TalkSwitch Units 2...

Page 5: ...ttendant 84 2 4 2 4 Automatic fax detection 85 2 4 2 5 No selection was made at the auto attendant 86 2 4 2 6 Additional features at the auto attendant 86 2 4 3 Telephone Lines 87 2 4 4 VoIP Numbers 8...

Page 6: ...o outside callers and one local extension 125 3 3 In the Office Making and receiving calls using an IP phone 126 3 3 1 Making calls from a local IP extension IP phone 126 3 3 2 Receiving calls at a lo...

Page 7: ...to VoIP 155 5 2 Optimizing Your IP Network for VoIP 156 5 2 1 The broadband connection 156 5 2 2 The router NAT firewall 156 5 2 3 Connecting to a LAN and IP network 157 5 2 3 1 Confirm sufficient ne...

Page 8: ...183 6 1 2 4 Answering and fax machines 184 6 1 2 5 Other possible local extension problems 184 6 1 2 6 Multiple TalkSwitch units connected to the same LAN 185 6 2 Support 187 APPENDICES Appendix A Fun...

Page 9: ...d know While TalkSwitch is customer installable certain skills are required if you need to route cables or to configure a network The following points will help you determine the required skills Confi...

Page 10: ...your situation and use its guidelines as a starting point Chapter 6 Troubleshooting and Support on page 181 provides solutions for common problems and the index at the back is a means to quickly navi...

Page 11: ...vigate to the sections you need Navigating with cross references Cross references are contained throughout the user guide in order to help you access related information and illustrations quickly As w...

Page 12: ...ed paragraph headings are also bolded Italic Italicized text in double quotes highlights TalkSwitch system voice prompts you hear from a telephone Italic Italicized text in brackets highlights text yo...

Page 13: ...it 1 1 1 AC power adapter Warning never use any power adapter other than the one provided 1 1 1 USB cable 1 6 foot Ethernet cable 1 1 6 foot telephone cables 2 4 4 Software and documentation CD 1 1 1...

Page 14: ...g the usage of the lines with different states of illumination Figure 1 Front panel lights Light State Description Line 1 Line 2 on Line 1 Line 2 is currently in use flickering Line 1 Line 2 is ringin...

Page 15: ...g quick pulse Line 3 Line 4 is engaged by a device that is sharing the line with TalkSwitch Line 3 and Line 4 lights apply to TalkSwitch models with four incoming lines only For more details on line l...

Page 16: ...ED indicates data Rx receiving data and the bottom LED indicates data Tx transmitting data E1 E4 E5 E8 The extension connectors are RJ 11 ports used for connecting phones and other analog devices For...

Page 17: ...tures are added we provide our users with immediate access to an update directly from Window s Start menu 1 Start Programs TalkSwitch 4 00 TalkSwitch Auto Update 2 If your configuration software is du...

Page 18: ...ternatively you can check the vesions you are running once the system is connected by following the three steps below Step 1 Check current version To identify the appropriate update file you must dete...

Page 19: ...ware and firmware When you double click on the appropriate version for downloading a dialogue box displays asks you to enter a file name and select a folder for the download We suggest leaving the fil...

Page 20: ...ate the configuration file may get reset to default values When you configure a unit for the first time and every time you modify the configuration we recommend that you save your configuration file t...

Page 21: ...gure the TalkSwitch settings connect the unit to the PC with the configuration software installed There are five connection methods 1 7 1 Ethernet connection An Ethernet cable is supplied with specifi...

Page 22: ...d the adapter you wish to use from the drop down list and click Connect Figure 8 Ethernet connection 5 Once connection has been established the TalkSwitch System Configuration window opens See Figure...

Page 23: ...alkSwitch package does not include a Serial cable The PC and TalkSwitch unit must be in close proximity 1 Connect the cable to the Serial port on your PC and to the Serial port on the back of TalkSwit...

Page 24: ...drop down list and click Connect A progress bar indicates that the configuration is being retrieved When this process is completed the TalkSwitch System Configuration window opens See Figure 30 on pag...

Page 25: ...process is completed the TalkSwitch system configuration window opens See Figure 30 on page 29 You have the option to store several locations in the address book Figure 12 Address book 1 Click the Ad...

Page 26: ...st next to Connection Type select File Figure 13 File connection 3 Click the Browse button and select the configuration file you wish to open and click Open Figure 14 Open TalkSwitch configuration fil...

Page 27: ...ICES Move the unit s to a location where it can be attached to incoming telephone lines and your telephone devices Figure 15 An example of residential wiring Things to consider when placing your TalkS...

Page 28: ...tors 1 8 2 Connecting local extension telephones and other devices Connect your single line analog device to one of the unit extension jacks the same way you would plug it into a standard telephone wa...

Page 29: ...n use a Line 1 Line 2 splitter to separate the two lines as shown in Figures 17 and 18 You can plug the dual line phone into the TalkSwitch unit using one or two extension jacks Figure 17 below shows...

Page 30: ...he IP phone into your switch hub using the supplied RJ 45 cable Please refer to the IP Phone Configuration Guide in the TalkSwitch documentation folder If you are using a third party IP phone refer to...

Page 31: ...way your fax handles calls Disadvantages The dedicated fax line cannot be shared with the other phone devices i e you cannot make an outbound voice call on your fax line The dedicated fax line costs m...

Page 32: ...incoming fax If so the call is routed to the fax machine otherwise the call follows your Call Handling settings You must create an auto attendant to use this method Figure 23 Automatic fax detection v...

Page 33: ...al paging or to an amplification system to screen voicemail or to use as a line simulator The PA jack requires a 1 8 3 5 mm mono phono connector If you have more than one unit connected to a LAN you n...

Page 34: ...e range 192 168 1 xxx that do not conflict with other IP addresses Figure 24 Three units connected via a switch 1 9 2 Power up all the TalkSwitch units Connect the provided AC adapters to each unit an...

Page 35: ...light is on solid the units are ready for network use 1 9 4 How unit IDs affect system extension numbers After successfully changing each unit ID to a unique number it can be identified by the networ...

Page 36: ...ation software allows you to identify each unit as follows 1 Open the TalkSwitch configuration software 2 Click the View System Information link below the TalkSwitch image See Figure 26 3 Select the U...

Page 37: ...alls out on the same unit the call originates from This avoids using a line across the LAN on another unit which helps to minimize the LAN traffic and optimizes the opportunity for all inbound calls t...

Page 38: ...ORY CARD TalkSwitch memory cards are specifically formatted for use with TalkSwitch units They allow you to add additional voicemail message capacity to your unit Voicemail memory is used to store mes...

Page 39: ...itch 48 CA and then upgrading to a TalkSwitch 48 CVA need a TalkSwitch top board and a VoIP module You can purchase upgrade boards and VoIP modules at your reseller 1 12 WHAT THE FLASHING LIGHTS MEAN...

Page 40: ...the following 1 Are your telephone cables connected to a wall jack at one end and the unit at the other Ensure the devices you are using as extensions phones faxes etc are plugged into the extension j...

Page 41: ...IGURATION This chapter contains detailed information about all the features in the TalkSwitch configuration software with step by step instructions on how to customize these features to best suit your...

Page 42: ...r over any of the controls and the information related to that control displays in a pop up Open Opens the existing configuration files from the PC TalkSwitch backs up the configuration to a file call...

Page 43: ...itch can output call detail records to a PC connected to a Serial port Store to file on TalkSwitch TalkSwitch can store call detail records to a file stored on TalkSwitch This file can be retrieved vi...

Page 44: ...witch This link displays version information about the TalkSwitch software It also displays new voicemail messages the time and date and the current mode of operation System Information Configure the...

Page 45: ...s a single phone system Some features are expanded as you add units e g number of voice mailboxes others are global in nature and are not expanded when you add more units e g park orbits To determine...

Page 46: ...See 2 2 10 On Hold Ringback on page 63 There are two ways to add music on hold to your system through an external audio source by loading an internal music file Call Back See 2 5 Call Back Call Bridge...

Page 47: ...field The system name will also be required when you are logging in through the web interface of the unit for status or Call Detail Record CDR information For more information see Chapter 4 Call Detai...

Page 48: ...w password 1 Click in the System Password field 2 Type a password and click OK To change the password 1 Click in the System Password field 2 Type a new password and click OK To delete a password 1 Cli...

Page 49: ...lkSwitch 48 CVA requires an IP address to function properly If you have a TalkSwitch 48 CA an IP address is required if you want to configure the system remotely or if you want to network it with a CV...

Page 50: ...following IP and DNS information Figure 38 Manual IP configuration If you do not have a DHCP server the following fields need to be completed if you plan on using the VoIP capabilities of TalkSwitch 4...

Page 51: ...the preferred primary DNS server DNS is a service that is used to resolve a domain name to an IP address Example A DNS server is used by your web browser to resolve www talkswitch com to an IP addres...

Page 52: ...ree at www dyndns org If your router supports DDNS program the required information to update the DNS servers If not download one of the applications specified on the site It needs to run on a PC conn...

Page 53: ...numbers associated with this line Distinctive Ring 1 corresponds to any double ring pattern Distinctive Ring 2 corresponds to any triple ring pattern 3 Click the Activate line checkbox to enable the t...

Page 54: ...the hunt rollover service to your lines instead Caller ID Check this box if the current line provides Caller ID information The unit passes the Caller ID information along to the selected extension A...

Page 55: ...ss telephone lines select Phone Lines To use this hunt group to access VoIP numbers select VoIP numbers 4 Click the checkbox es next to the line s you wish to add to the hunt group Figure 41 Hunt grou...

Page 56: ...horized long distance calls Example You have a low cost long distance plan You assign one telephone line to handle all local calls and another line for long distance calls within North America to go t...

Page 57: ...e calls within North America is 1 As soon as you dial 1xxx xxx xxxx the system recognizes that you are making a long distance call within North America To place an overseas call from North America you...

Page 58: ...digits long including comma and w The comma causes a 2 second pause w waits for the dial tone 3 Enter the telephone number for your long distance plan Enter the number without spaces or dashes 4 Selec...

Page 59: ...u wish to restrict access to some line hunt groups you need to disable the line hunt groups at the local extension 1 Open the TalkSwitch configuration software 2 Select System Information Local Extens...

Page 60: ...nder System Information Administration Enter a 4 to 8 digit numeric password Telephone Line 3 Way Calling Services Calls on telephone lines with the telephone company s 3 way calling service are not r...

Page 61: ...ney and may not often be used Distinctive Ring fax detection Distinctive ring is a service provided by your phone company A second phone number is added to the same physical telephone line For more in...

Page 62: ...attendant cannot detect them 2 2 6 1 Dedicated fax line If you have a dedicated fax line or number your fax machine should be connected to an extension jack on the same unit as the fax line Leave this...

Page 63: ...its with 8 extension jacks or 113 for units with 4 extension jacks If your fax machine is connected to E8 on a unit with Unit ID 2 the fax extension number is 128 Figure 48 Fax information If you do n...

Page 64: ...er assigned to it The unit recognizes this number as an incoming fax line Follow the steps below 1 Open the TalkSwitch configuration software 2 Select System Information Telephone Lines 3 Choose the l...

Page 65: ...line section select the fax number from the drop down list next to Fax number 9 In the Fax extension section select the extension number where your fax is connected 10 Save settings to the unit 2 2 6...

Page 66: ...nt on page 80 2 2 7 Local extensions Local extensions can be analog phones connected to any of the extension jacks at the back of TalkSwitch or IP phones on the same subnet registered with your TalkSw...

Page 67: ...the LAN with the Ethernet cable 2 Connect the power to the IP phone 3 Click the Refresh button when the phone indicates that it is registered Additional fields Caller ID Information section Last name...

Page 68: ...itch phone connected to this extension select the model of phone TalkSwitch sets have some integrated features that will not work unless the proper phone is specified Features include intercom paging...

Page 69: ...on and don t want to reprogram the speed dial numbers Click Direct Line Access and choose the hunt group As soon as the fax goes off hook the unit finds an available line When Polycom or Grandstream i...

Page 70: ...fice voicemail another extension or forwarded to another out of office telephone number e g to a business partner s cell phone To set up remote extensions see Figure 58 and follow the steps below 1 Op...

Page 71: ...remote extension This feature allows only one line to be used when forwarding incoming calls to a remote extension It can only be used when the line of the originating incoming call has 3 Way Calling...

Page 72: ...nsion For details refer to 2 4 2 Auto attendant on page 80 From a call cascade A call cascade sequence can route a call to a remote extension If there is no answer at your desk the call is transferred...

Page 73: ...igured to ring all extensions Ring groups features independent call cascade distinctive ring cadence call screening capabilities Setting up extension ring groups 1 Open the TalkSwitch configuration so...

Page 74: ...ring extensions 111 112 113 and 114 Ring group 301 might be for technical support ringing extensions 115 and 116 Identify types of calls by different ring patterns Example You are the president of a c...

Page 75: ...entire process 2 2 10 On Hold Ringback The Music on Hold feature lets you provide music or a recorded message for callers while they are waiting to be routed or transferred Callers tend to react more...

Page 76: ...Information On Hold Ringback 5 In the On Hold Settings select Play music whose source is connected to the MUSIC jack See Figure 62 6 Save settings to the unit Figure 62 Music on hold If you have more...

Page 77: ...he unit and make another test call 2 2 10 2 Internal audio file You can load a digital audio file into memory Advantages No additional equipment is required You can use the same file for all units in...

Page 78: ...alkSwitch offers the ability to adjust the volume of music on hold playback In On Hold Settings to increase or decrease the sound level use the drop down list for Playback volume for music file Figure...

Page 79: ...following procedure describes the setup of local extension voicemail You can use the same steps for setting up remote and general voicemail 1 Open your TalkSwitch configuration software 2 Select Voic...

Page 80: ...ings section Under the Dialed Notification tab choose the process by which you want to be notified Remote Phone or Pager or both Remote Phone If you want to be notified at another location when new me...

Page 81: ...button Click on the Notification Settings button and choose one of the two options to handle notification calls Figure 67 Notification settings 1 Perform the notification process once When the unit d...

Page 82: ...fying you of a voicemail If the first connection is not successful determine the number of times TalkSwitch continues to attempt the connection When you choose to be notified by pager and remote phone...

Page 83: ...window opens By default the message waiting light turns on at the extension associated with a local mailbox when a message is received 3 Click the checkbox next to the extensions to notify when new me...

Page 84: ...any unique e mail addresses can be assigned to each mailbox TalkSwitch has a limit of 250 e mail addresses This provides an average of 3 unique e mail addresses per mailbox 250 82 mailboxes 3 e mails...

Page 85: ...o file attached 5 Click OK Figure 72 Enter name and e mail address Example of an e mail notification New message from Joe Smith 555 1234 The body of the e mail reads __________________________________...

Page 86: ...73 Global Settings These settings allow you to fine tune your voicemail system Any changes made to Global Settings affect all system voice mailboxes 1 Select Voicemail Global Settings E mail Server S...

Page 87: ...the From field 4 Enter an e mail address in the Reply E mail address field if you want responses to be handled by someone like an administrator Example administrator companyABC com If you leave the fi...

Page 88: ...and 8 minutes The default setting is 2 minutes Click the checkbox next to Remove blank and hang up messages automatically if you want to delete blank messages callers hang up when they reach your voi...

Page 89: ...settings for the selected mailbox es can be reset Figure 79 Reset Mailboxes If you need to delete a password for a particular voice mailbox i e a user has forgotten the password 1 Tools Voicemail Mana...

Page 90: ...s See Figure 81 on page 79 3 Click the checkbox next to Use Automatic Mode Switching if you want the modes to switch automatically 4 Set the day and time when you would like the modes to change You ca...

Page 91: ...ode 4 Click Settings a Select the country in the drop down list next to Populate calendar with holidays observed in See Figure 82 on page 79 a Select any date in the calendar a Click Add a Repeat b an...

Page 92: ...can be used together to create powerful call routing options Callers can dial local extensions remote extensions extension ring groups 300 309 voicemail to leave and retrieve messages access call back...

Page 93: ...recording time is 30 minutes The 30 minutes are shared with voicemail You can expand the built in memory up to 9 hours using a TalkSwitch memory card Extension 114 should be used as the receptionist...

Page 94: ...ommands or exiting command mode 6 Press or hang up to exit Example From the local extension pick up the handset and press to enter command mode If you want to record Auto Attendant 1 dial 4 1 and foll...

Page 95: ...dio file format Erase Instructions button Click this button to display a dialog box showing the instructions on how to erase an auto attendant using a telephone It is a good idea to erase unused auto...

Page 96: ...t the selected auto attendant perform no action If you don t want to use a particular option set it to perform no action go to voice mailbox You can configure any single digit option to send a caller...

Page 97: ...Spanish version queue at ring group This directs calls to a group of extensions and keeps callers on hold until a member of the ring group is free to take the call play announcement You can set any un...

Page 98: ...7 8 and 9 are not available as programmable options They are used for other system features If 6 is dialed If you press 6 at the auto attendant you are able to configure and use auto call back and pro...

Page 99: ...ot using Mode 2 or Holiday Mode you don t need to configure the settings for those modes Figure 88 Call handling telephone lines 1 Open the TalkSwitch configuration software 2 Select Call Handling Tel...

Page 100: ...determine the ring type and to support Caller ID information Adjust Sequence button This section controls how the extensions will ring before the auto attendant answers the call If you have chosen the...

Page 101: ...lines on the features below are the same Ring extensions only no auto attendant is played Play auto attendant or Go to voice mailbox and Adjust Sequence button This section controls how the extension...

Page 102: ...each scheduling mode You can customize each extension individually with a wide array of features It is possible to configure up to three levels of call cascade for each extension Example If a call rea...

Page 103: ...ade situations for local extensions 1 Busy 2 No Answer 3 Answered 4 Do Not Disturb For each of these situations three cascade destinations are available to control how you want to handle the incoming...

Page 104: ...irst to prompt callers to record their name at the auto attendant When you answer the call at the extension the caller s name is announced At this point you can accept the call by pressing or reroute...

Page 105: ...ll cascade options For each of these options you can control how you want to handle the incoming call to the extension The remote extension call cascade does not have a Do Not Disturb option 1 Busy ta...

Page 106: ...play announcement go to auto attendant hang up go to VoIP location If you select stay connected the call cascade options are grayed out TalkSwitch can forwarded calls when prompting is enabled If you...

Page 107: ...roup s call cascade sequence the ring group directs the call It does not follow any other extensions options even if that extension is selected in the call cascade sequence What you see in a ring grou...

Page 108: ...for the Busy tab except that the option play busy tone is replaced by keep ringing 3 Answered tab routing options when this extension answers or rejects a screened call Select play caller s name first...

Page 109: ...I O N 97 2 4 5 4 Call cascade examples If my extension is busy Figure 93 Example 1 Extension busy If I am away from my desk Figure 94 Example 2 Away from the desk Screening calls from a remote extensi...

Page 110: ...alkSwitch made from your office to the dialed party Two call back methods Auto Call Back lets you program the number where you can be reached as the call back number when you travel Once you are at yo...

Page 111: ...office Dial 9 for an outside line and make a long distance call using your office long distance plan listen to your voicemail or transfer to a local extension Figure 99 Multiple calls to anywhere 2 5...

Page 112: ...tone before dialing the long distance phone number 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 T...

Page 113: ...xt to Allow Call Bridge to allow call bridge after a call back has been accepted You may restrict the call bridge line access by selecting the Hunt Group Access button Call bridge is enabled when call...

Page 114: ...pted call back 1 Select Call Back Call Bridge Prompted Call Back 2 Click the checkbox next to Activate Prompted Call Back 3 Enter the number TalkSwitch will call e g your hotel telephone number If you...

Page 115: ...enter command mode Enter the password if required Enter the command as listed below 2 5 3 Call bridge Call bridge allows you to use the TalkSwitch phone lines to make outbound calls or transfers to l...

Page 116: ...sword activated call bridge accounts 4 At this point you can dial a number the same way as from the office Each account can be configured to allow access to certain hunt groups when using call bridge...

Page 117: ...ions to selected extensions to access outside lines To add permissions for users 1 Select Options Permissions 2 Click in the checkboxes next to the extensions that are permitted access 3 Click Add Use...

Page 118: ...n the Name field 5 Assign a unique 4 to 8 digit access code in the Access Code field To remove a user from the permissions list 1 Select the user and click Remove To modfy a user s name or access code...

Page 119: ...controls Line Controls If you need to adjust the volume of conversations through the system you can adjust each line individually The default settings compensate for loss created by TalkSwitch and a p...

Page 120: ...ed the call or perform the no answer or busy action of the extension that the call was intended for Any changes made in this section affect the entire system Transferring from a home phone You can tra...

Page 121: ...can be transferred back to another extension or voice mailbox 1 Dial to place the caller on hold 2 Enter the extension or mailbox number If the extension is set to screening calls dial 4 to complete t...

Page 122: ...eturn You can adjust the number of rings during a call back session before TalkSwitch disconnects from call back Depending on the situation you may want to give yourself more time to pick up and accep...

Page 123: ...l call follows the cascade settings of the extension dialed If it is disabled no fall through actions take place Fax Over IP TalkSwitch 48 CVA supports fax detection and switching to G 711 for transpa...

Page 124: ...n interval on your IP phones may differ but TalkSwitch will use the time specified here See Figure 109 on page 110 2 6 5 Troubleshooting Do not change the following controls unless you are familiar wi...

Page 125: ...at 1200 ms 3 Way Calling wait time This option adjusts the time required between hook flash and a dial string Some telephone company 3 way calling conference services require different time allowances...

Page 126: ...Selection The Inter Digit time out can be set anywhere between 3 and 18 seconds The default is 5 seconds 2 6 5 1 Troubleshooting Advanced DTMF Detection Should callers complain about being misdirecte...

Page 127: ...asing this value to correct the problem Ringback Control If an extension seems to ring back as if a caller was on hold but when answered no one is there it could indicate a debounce problem with the p...

Page 128: ...rom the start port 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 li...

Page 129: ...configuring auto attendants see 2 4 2 Auto attendant on page 80 and its subsections When calls are answered by an auto attendant callers can Dial any local or remote extension Dial any VoIP number 25...

Page 130: ...nsion they can be transferred to any extension or voice mailbox 3 2 IN THE OFFICE MAKING AND RECEIVING CALLS USING AN ANALOG PHONE 3 2 1 Making calls from a local extension without direct line access...

Page 131: ...t 2 If the call went through the auto attendant and call screening is enabled in Call Handling Local extension and Extension Ring Groups a Press to accept the call b Press to re route the call to its...

Page 132: ...al extension Place calls on hold 1 Press Flash on the TalkSwitch TS 80 TS 200 TS 400 or TS 600 phones 2 Press Flash again to take callers off immediate hold If you have multiple callers on hold or in...

Page 133: ...he caller c If you dial an extension that is busy or not answered you can complete the transfer so that the call is routed according to that extension s call cascade settings 3 2 5 Transferring calls...

Page 134: ...ble park orbit 500 509 If you use a TS 80 TS 200 TS 400 or TS 600 phone press the Park button or softkey 2 You hear a confirmation indicating that the caller has been parked successfully and into whic...

Page 135: ...on configuring call queue please refer to Call Handling in section 2 4 5 Call Cascade on page 90 3 2 7 1 Queuing calls to a single extension If an extension is busy and has queue call set for the Bus...

Page 136: ...the caller fall through to the next level of the cascade ignore the beep 3 2 7 2 Queuing callers to an extension ring group If you want to queue callers to a ring group configure this action using an...

Page 137: ...l they can ignore the call waiting beeps and TalkSwitch directs the caller to the next level of the call cascade for that extension i e send the caller to the associated voice mailbox 3 2 9 Conference...

Page 138: ...emote extension or to a ring group An intercom call is usually identified by 2 short rings The IP phones that we recommend support this distinctive ring feature You can place intercom calls from one l...

Page 139: ...nabled in Call Handling Local Extension and Extension Ring Groups a Press to accept the call b Press or hang up to re route the call to its extension call cascade options c press Dial Send or You can...

Page 140: ...the appropriate extension number and then press the Transfer or xfer key Some IP phones may support hang up transfer Please check the documentation of the IP phone to see if it supports this feature T...

Page 141: ...t extension s call cascade settings 3 3 3 4 Transfer from a IP extension to any outside number Unscreened Transfer 1 Press Transfer or xfer to put the caller on hold 2 Dial a hunt group or 80 for Same...

Page 142: ...ernal paging option is enabled on TalkSwitch you can announce the call over the PA system by pressing 0 If Direct Line Access is enabled dial 0 and announce that there is a call parked in a specific p...

Page 143: ...information is displayed on the phone The caller does not hear the beep The phone mutes the other side If the phone does not support call waiting caller ID you hear a beep When the call waiting notif...

Page 144: ...e 1 Establish a call with an outside party 2 Press Conf to place the outside caller on hold 3 At the dial tone enter 80 dial the number of the other outside party and press Dial Send or 4 When the cal...

Page 145: ...at least once before TalkSwitch starts ringing its extensions or the auto attendant answers the call TalkSwitch uses the first ring to identify the incoming ring pattern before passing it on to the e...

Page 146: ...tension where your modem is conneted Your modem will work the same way it always has You don t have to change your dial up settings for the modem See 2 2 5 Automatic Route Selection and Toll Restricti...

Page 147: ...call on hold at the local extension b Dial the remote extension number e g 211 to which you want the call forwarded c Hang up an analog phone and press Transfer or xfer on a IP phone The call is hand...

Page 148: ...Transfer Options section to allow call screening dial 4 to complete the transfer or 5 to cancel the transfer and return to the caller 3 7 3 Screening options for forwarded calls The screening options...

Page 149: ...call was conditionally forwarded it follows the call cascade action in the No Answer or Busy for the original extension selected 3 7 4 Calls over VoIP with IP phones and Gateways If teleworkers are co...

Page 150: ...t your TalkSwitch dealer to purchase memory cards 3 8 1 Activating voicemail boxes There are three types of voice mailboxes in the Voicemail folder of the configuration software Local Ext Voicemail Th...

Page 151: ...sage 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...

Page 152: ...sh and entering the mailbox number If Direct Line Access is enabled be sure to press Flash before trying to access your mailbox a Press 1 to listen to messages TalkSwitch always starts with newest mes...

Page 153: ...lays the recorded name with the extension number giving callers the option to connect to that extension 3 8 3 Recording an announcement on a regular or an IP phone An announcement is a recorded messag...

Page 154: ...For details on configuring pager and remote phone notification see 2 3 2 1 Dialed notification on page 68 3 9 MUSIC ON HOLD TalkSwitch can play music to callers when they are on hold parked or queued...

Page 155: ...ware to activate the TalkSwitch time scheduler feature You can configure TalkSwitch to switch between modes automatically see 2 4 1 Modes on page 78 If you switch modes manually TalkSwitch switches to...

Page 156: ...ect a hunt group 9 81 88 or Same Line Connect 80 3 Enter your account password If you are using Same Line Connect and your line supports the 3 way calling conference service you are prompted to enter...

Page 157: ...At the auto attendant you can choose to perform call bridge dial an extension access and retrieve voicemail or configure TalkSwitch Activate call back There are two ways to activate call back 1 Using...

Page 158: ...m 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 r...

Page 159: ...ime to Serial option is only available with units that have a serial port 4 1 ENABLING CALL DETAIL RECORD CDR LOGGING Units can report the CDRs in real time to a computer connected to the Serial port...

Page 160: ...call event is completed the record is sent through Serial port 4 2 RETRIEVING DATA There are 2 different methods for retrieving the data from TalkSwitch Web Interface Store to File on TalkSwitch 48 CA...

Page 161: ...or left click on the link to view the current information Browser specific information is available on the website when you scroll down Figure 116 Dowload CDR Once the CDR file has been downloaded yo...

Page 162: ...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 Figure 118 Launching HyperTe...

Page 163: ...nnecting 4 Set the bits per second to 57600 and click OK All other values can be left at their defaults Figure 120 COM1 properties 5 Click on Transfer Capture Text Figure 121 Save your data 6 Select t...

Page 164: ...log number for the call For the duration of the call the log number remains the same The event number will increment with each change of state The first digit of the log number indicates on which unit...

Page 165: ...r the outbound caller if available 9 Name This column displays the name of the caller if available 10 Line This column indicates on which unit and line the call came in or out The format of this infor...

Page 166: ...pecific carrier The data can be imported into any call management software or an Excel spreadsheet as a delimited text file After the import the data can be grouped and tallied based on the criteria s...

Page 167: ...regular analog phones plus exciting new features that break the boundaries of possibility for the office phone TalkSwitch 48 CVA units can be used in many different applications The most popular VoIP...

Page 168: ...have an upstream bandwidth of approximately 380 Kbps Keep in mind that not the full 380 Kbps are available at all times You can estimate about half of the upstream bandwidth as being available In thi...

Page 169: ...and router or to a router with an integrated switch A PC and the router switch should be connected to the LAN for configuring the TalkSwitch unit Figure 124 LAN To share voice and data properly your...

Page 170: ...must be mapped to the TalkSwitch unit known as the local proxy By default this is the lowest numbered TalkSwitch on a LAN The IP configuration window of the TalkSwitch software indicates with an aste...

Page 171: ...itch or SIP compatible gateway at each location 2 Select a TalkSwitch to use as the SIP network server 3 Assign phone numbers to each VoIP location 4 Configure TalkSwitch to make and manage VoIP calls...

Page 172: ...networked TalkSwitch unit has the capability you must designate only one TalkSwitch unit in a network as the SIP server 5 3 2 1 Which location and unit should be the SIP server Any TalkSwitch unit on...

Page 173: ...s Unique call handling scenarios can be configured for each VoIP number VoIP phone numbers can be 3 or more digits in length TalkSwitch supports 50 VoIP location numbers 250 to 299 that permit direct...

Page 174: ...system 1 Open the TalkSwitch configuration software by double clicking the TalkSwitch icon on your Desktop or from the Windows Start menu select Programs the TalkSwitch folder and click TalkSwitch 2...

Page 175: ...its in the system Unit 2 IP Address Unit 3 IP Address Unit 4 IP Address Figure 127 Local IP configuration 5 4 1 2 Set the TalkSwitch public IP address The public IP address of a TalkSwitch system is a...

Page 176: ...address If the address is static leave this field blank You can obtain a FQDN from a Dynamic Domain Name Service DDNS provider such as DynDNS visit http www dyndns org services dyndns Check your rout...

Page 177: ...which the client presents its credentials in response to a challenge from the server This method of authentication is very secure To enable authentication select yes digest from the drop down list un...

Page 178: ...you have enabled authentication assign a password to this unit This password is required by all other locations for registration purposes If this unit is not the proxy registrar and authentication is...

Page 179: ...t be selected as the Preferred Codec By default G 729 is used to accommodate the maximum number of concurrent calls Voice Activity Detection VAD analyzes an audio stream to detect the presence or abse...

Page 180: ...s the registration status registered or not registered Figure 132 Registration status 5 4 2 2 Service Provider profile Service Provider Profile tab TalkSwitch CVA can register with VoIP service provid...

Page 181: ...domain name associated with the proxy server exactly as specified by your service provider If the server is using a different port than 5060 specify the port number after a colon at the end of the dom...

Page 182: ...rovider profile Any VoIP number may use any VoIP line i e trunk to make or receive a call Example You might assign a general number for customers to reach the main auto attendant greeting and configur...

Page 183: ...twork use the 5 6 VoIP network administration form on page 180 5 4 3 1 Assign VoIP phone numbers TalkSwitch Profile section All VoIP numbers are inactive when the system is first configured 1 In the T...

Page 184: ...dling options are similar to the options available for your regular phone lines Perform the following steps to configure VoIP call handling options for each networked TalkSwitch unit with VoIP lines 1...

Page 185: ...ilbox 5 Repeat Steps 3 and 4 for each mode Figure 135 Call handling 6 Repeat this process to configure the VoIP numbers 2 12 7 For systems with multiple units repeat the process for each TalkSwitch un...

Page 186: ...affic into data packets These packets are routed over the IP network the same way as other data then reassembled at the point of arrival and converted back to voice Does a VoIP call sound like a regul...

Page 187: ...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 Can a firewall pre...

Page 188: ...sed overhead on the network connection IPSec adds approximately 10 overhead to VPN traffic What s the difference between a public IP address and a private IP address A public IP address is a globally...

Page 189: ...ed to a device Typically a static IP address has to be assigned by the network administrator or Internet Service Provider ISP A dynamic IP address is an address that is temporarily assigned to devices...

Page 190: ...ere are companies on the Internet who can provide you with a DNS address even if your IP address changes Such companies are www dyndns org hn org or www no ip com Please consult with them how to use t...

Page 191: ...port number is 5060 the number after the colon Port numbers are required so that a computer or device can support multiple applications or streams of simultaneous data communication Each stream or ap...

Page 192: ..._________________ Telephone numbers assigned to unit Location name Equipment VoIP phone number s We trust that your TalkSwitch phone system will provide exceptional features performance and value to y...

Page 193: ...itch On the TalkSwitch front panel turn the power button off and back on If you are connected via Serial port open the configuration software This will often correct any miscommunication that may have...

Page 194: ...e line light on an incoming call is flickering while the phone is ringing If not replace the phone cord Make sure you have an auto attendant message recorded Check the mode TalkSwitch is currently run...

Page 195: ...all connections and the power Callers hear only silence when put on hold at an extension Make sure you use the Flash or Link button on an analog phone or the Hold button on a IP phone to put callers o...

Page 196: ...d route Therefore you may consider incorporating an additional method of fax routing This could include the use of a dedicated fax line or a distinctive ring number Many fax machines modems will time...

Page 197: ...ing and no selection has been made within under Call Handling Auto Attendant When I try to access voicemail I hear a busy tone Check your Direct Line Access settings under System Information Local Ext...

Page 198: ...ve two TalkSwitch units six lines and 12 employees The Six lines have the hunt rollover service from the phone company Suggested setup Plug the four highest traffic lines into unit 1 Also connect the...

Page 199: ...nternet connection at the same time you are trying to make voice calls We suggest that you use a router that supports QoS Quality of Service for VoIP When I call someone or they call me voice is only...

Page 200: ...00 p m EST Please have the following information available when you call a Your e mail address and telephone number b The serial number located on the bottom of TalkSwitch c Your date of purchase d Th...

Page 201: ...nd at the auto attendant The last table is a list of commands you can enter in command mode Extension numbers Other 3 digit numbers Unit 1 Unit 2 Unit 3 Unit 4 Local analog IP extensions 111 118 121 1...

Page 202: ...message and mailbox number local remote or general voicemail Accesses voicemail of a local remote or general voice mailbox You can retrieve messages change greetings password etc Accesses the mailbox...

Page 203: ...a specific extension Dial from dial tone to pick up a call ringing at another extension Flash Hold 7 Press Flash 7 to cycle through queued calls on a first in first out basis 80 Accesses Same Line Con...

Page 204: ...in the auto attendant configuration see 2 4 2 Auto attendant on page 80 for details 6 Enters call back configuration see 2 5 Call Back Call Bridge on page 98 for details 7 and extension Transfers a c...

Page 205: ...to another the caller ID information will also be passed on TalkSwitch can use the caller ID s time stamp to set its internal clock Distinctive Ring The ability to have more than one telephone number...

Page 206: ...ndant 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 capabilities...

Page 207: ...second flash too quickly or you may disconnect your caller Press and release the hang up hook once count to 2 then initiate the second flash When would you use double flash 1 If TalkSwitch is connecte...

Page 208: ......

Page 209: ...shed 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 the automa...

Page 210: ......

Page 211: ...or 32 F If the product was shipped in cold weather please let the system warm up at room temperature for at least two hours before plugging it in to a power outlet 4 Moisture Do not place TalkSwitch...

Page 212: ...h the limits for a CLASS B Digital Device pursuant to Part 15 of the FCC rules These limits are designed to provide a reasonable protection against harmful interference in a residential installation T...

Page 213: ...company cause to request the user to disconnect the equipment Users should ensure for their own protection that the electrical ground connections of the power utility telephone lines and internal meta...

Page 214: ...company Connection to party line service is subject to state tariffs The FCC requires that you connect your cordless telephone to the nation wide telephone network through a modular telephone jack US...

Page 215: ...or corrosive environments d use of the power adapter with supply voltages other than that for which it is specified e static discharges f high voltage surges g electrostatic discharges h operation ou...

Page 216: ...ENTIAL OR PUNITIVE DAMAGES WHETHER BASED ON CONTRACT TORT INCLUDING WITHOUT LIMITATION NEGLIGENCE OR ANY OTHER LEGAL THEORY WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR WHETHER SUCH DA...

Page 217: ...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 a WRA number 866 393 99...

Page 218: ......

Page 219: ...ction System 24 CA 48 CA 48 CVA Analog trunks 2 4 4 VoIP trunks 0 0 4 Analog extension interfaces 4 8 8 LAN interface 0 RJ 45 Ethernet USB interface 1 1 1 Serial interface RS 232 9 pin 1 1 1 Memory ex...

Page 220: ...ok loop currant 23 mA to 40 mA Dial tone level 2 4 dBm Ringing voltage 90 volts RMS Ringing frequency 20 Hz True sine wave Total ringing load 5 REN Analog trunks Connector type RJ 11 4 pin Trunk type...

Page 221: ...ms 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 witho...

Page 222: ...THIS 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 o...

Page 223: ...ons to whom the software is furnished to do so subject to the following conditions The above copyright notice and this permission notice shall be included in all copies or substantial portions of the...

Page 224: ......

Page 225: ...ver it is also common to have two or more incoming phone lines Whether you are wiring single dual or multiple lines you will still be using phone cord with four wires How each phone jack is wired to t...

Page 226: ...GREEN are used as Line 1 and the BLACK and YELLOW are Line 2 All four wires are looped throughout the building so that each jack has access to Line 1 and Line 2 How each jack is connected to the RED...

Page 227: ...e company features for any enhancements Choose a wiring method Option 1 or Option 2 below that best suits your needs OPTION 1 TalkSwitch phones separate from home phones Advantages Easy to set up May...

Page 228: ...one cord 4 pins wall jack to LAN MUSIC PA E1 E2 E3 E4 E5 E6 E7 E8 L2 USB SERIAL POWER L4 L3 L4 L1 L2 PF Connecting to TalkSwitch rear panel from wall jack to TalkSwitch L1 L2 This shows a single or a...

Page 229: ...ng etc Suitable for one or two incoming phones lines Disadvantages Requires a little more wiring and additional cabling 1 Remove the wiring to the house loops 2 Disconnect any additional house loops t...

Page 230: ...int 2 Take the previous house loop wiring and connect them to the four posts of the extension block 3 Use an RJ 11 single line to connect from the TalkSwitch Plug the RJ 11 into a TalkSwitch extension...

Page 231: ...e cable from jack E4 Ext 113 To fax machine optional from jack E3 Ext 112 To phone from jack E2 Ext 111 To phone from jack E1 To office extensions phones and fax machines RJ 11 cabling can go up to 10...

Page 232: ...le available at most hardware stores or wire it and crimp it yourself Do not use the supplied RJ 11 cable as it is only a single line cable 2 Use the single line RJ 11 phone cord supplied with TalkSwi...

Page 233: ...etc transmit and receive sound in waves The telephone lines in most homes are analog Call back If call back is activated it instructs TalkSwitch to call you back at a preset out of office telephone nu...

Page 234: ...an internal virtual pathway to transmit data to and from the Serial port and the software Most PCs have four COM ports Communications software Software to send and receive data over telephone lines vi...

Page 235: ...that use it DTMF Dual tone Multi frequency It is the system used by touchtone telephones DTMF assigns a specific frequency tone to each key so that it can be identified by a microprocessor Dual line...

Page 236: ...ard protocol used by devices to communicate over a computer network The IP address is a unique number or name that identifies the device IP extension An extension that has its own IP address utilizing...

Page 237: ...ssion over telephone lines and vice versa Modes TalkSwitch supports different time and day modes of operation providing different call management depending on the current mode of operation Monitor Tal...

Page 238: ...to connect single dual wire telephone lines It is used with telephones cordless phones fax machines and modems RJ 14 Registered jack 14 usually connects dual line telephone devices and supports four c...

Page 239: ...cations on a computer network to exchange short messages datagrams UPnP Universal Plug and Play Allows networked devices to connect seamlessly in home and corporate environments using Internet based c...

Page 240: ......

Page 241: ...97 extension ring groups 95 local extensions 90 remote extensions 93 Call conference 125 SIP extension 131 telephone company service 41 Call detail record CDR 147 data analysis 151 enabling 147 retrie...

Page 242: ...95 call handling option 85 configuring 61 different uses 62 queuing callers to 124 Extensions numbering conventions 24 F Fax machine automatic detection 19 dedicated fax line 19 distinctive ring 19 t...

Page 243: ...Remote extensions 58 call cascade 93 configuring 58 forwarding calls to 60 transferring calls from 60 T Telephone company services 41 Telephone lines 40 configuring for modes 87 phone numbers 41 Telep...

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