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T R O U B L E S H O O T I N G A N D S U P P O R T
Callers hear only silence when put on hold at an extension
1. Make sure you use the
Flash
or
Link
button on an analog extension, or
the
Hold
button on a IP extension, to put callers on hold. If you use the
Hold
button on an analog extension, callers will be placed on hold at the
extension itself and not through TalkSwitch.
2. You have enabled the music on hold feature, but have not attached an
audio device to the music jack on TalkSwitch.
3. You have enabled play the
Play music from file
feature but have not
loaded a .wav music file to TalkSwitch.
Call routing
Callers are disconnected when transferring calls
from one extension to another
1. If you are using the hook switch rather than the
Flash
button to put
callers on hold, you may be holding the hook switch down too long and
disconnect.
I can’t use my conference/3-way calling feature
from the phone company
1. You need to make sure you have checked the box indicating that you
have 3-way calling or transfer and clear on the appropriate lines under
System Information > Telephone Lines
in the TalkSwitch configuration
software.
I’m unable to place intercom calls from a local extension
1. If the local extension has been set up for
Direct Line Access
to your
telephone lines, you need to press
Flash
on an analog extension, or
on an IP extension, before intercom calling.
Answering and fax machines
The answering machine and/or fax machine picks up calls
before they can be answered by telephone extensions
1. Check your settings under
Call Handling > Telephone Lines
in the
TalkSwitch configuration software. Your fax machine and/or answering
machine extension may be set to answer calls at the same time as your
telephone extensions. To fix this problem, remove the fax or answering
machine extension from the list of extensions to ring on an incoming
call.