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
244
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
an IP extension, to put callers on hold. If you use the
Hold
button on an analog extension,
callers will be placed on hold at the extension itself and not through TalkSwitch.
2. You have enabled the music on hold feature, but have not attached an audio device to the
music jack on TalkSwitch.
3. You have enabled play the
Play music from file
feature but have not loaded a .wav music file
to TalkSwitch.
Call routing
Callers are disconnected when transferring calls from one extension to another
1. If you are using the hook switch rather than the
Flash
button to put callers on hold, you
may be holding the hook switch down too long and disconnect.
I can’t use my conference/3-way calling feature from the phone company
1. You need to make sure you have checked the box indicating you have 3-Way Calling/
Conference service or the Transfer and Clear service on the appropriate lines in the
Telephone Lines
page.
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 the ring sequence for the telephone line, telephone number and mode. Ensure the
extension for your fax machine and/or answering machine is not set to answer calls at the
same time as your telephone extensions. If necessary, remove the extension for the fax
machine and/or answering machine from the list of extensions to ring on an incoming call.
Incoming faxes are not automatically detected and routed to the fax machine
1. Ensure you selected the correct extension in the
If a fax call is detected
list in the
Auto
Attendants (Menus)
page.
2. Not all fax machines emit a CNG tone that TalkSwitch can detect and 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.
3. Many fax machines/modems will time-out or disconnect after 25 seconds on average if they
have not connected with another fax machine/modem. If you set up the
Action Performed
After Auto Attendant Playback
area, the fax call may time-out before it reaches your fax
extension. If you have a long auto attendant message, you may want to shorten it or use
another fax routing option.
4. The level of the auto attendant is too loud and is overpowering the CNG tone, affecting the
detection. Try lowering the volume level of the auto attendant.
