Talkswitch 48 User Manual

DESKTOP PHONE SYSTEM

User Guide

Reproduction, adaptation or translation without prior written permission is prohibited, except as allowed under the copyright laws.

Information in this user guide is subject to change without notice and does not represent any commitment on the part of Centrepoint Technologies Inc.. No part of this user guide may be reproduced or transmitted in any form or by any means, electronic or mechanical, includingphotocopying, recording, or informationstorage and retrieval systems, or translated to another language, for any purpose other than the licensee’s personal use and, as specifically allowed in the licensing agreement, without the express written permission of Centrepoint Technologies Inc..

Seventh Edition, August 2002.

Printed in Canada

1.0 Installing TalkSwitch

1.1 What's included with TalkSwitch ................................1

1.2 Front Panel Descriptions ...................................2

1.3 Back Panel Descriptions ...................................3

1.3.1 The TalkSwitch 24 .................................3

1.3.2 The TalkSwitch 48 .................................4

1.4 Plugging into the Back Panel ..................................6

1.4.1 Attaching telephone lines to TalkSwitch line jacks ...........6

1.4.2 Attaching phones and other analog devices

1.4.3 Connecting Devices to the Music and PA Jacks .............7

1.4.4 Connecting TalkSwitch to a PC ........................8

1.5 Using 2 or more TalkSwitch units on a LAN ........................12

1.5.1 Connecting 2 or more TalkSwitch units to a LAN ...........12

1.5.2 Setting the Unit ID for the first time .....................15

1.5.3 Changing the Unit ID ..............................15

1.5.4 Unit IDs and how they affect the system extension numbers ....15

1.5.5 Keeping track of the lines and extensions ................16

1.5.6 Optimizing the system for networked use ................16

to TalkSwitch extension jacks ......................6

1.4.4.1 Serial connection ........................8

1.4.4.2 USB connection .........................9

1.4.4.3 LAN connection ........................10

1.4.4.4 Remote configuration using a modem .........10

1.4.4.5 Local configuration using a modem ...........12

2.0 Configuring TalkSwitch

2.1 Installing the TalkSwitch Configuration Software ....................19

2.2 Control Center ..................................20

2.3 Configuration ..................................21

2.3.1 System Information ...............................26

2.3.1.1 Telephone Lines ........................26

2.3.1.2 Line Hunt Groups .......................28

2.3.1.3 Fax Information ........................29

2.3.1.4 Local Extensions ........................30

2.3.1.5 Remote Extensions ......................32

2.3.1.6 Extension Ring Groups ...................34

2.3.1.7 Music-on-hold .........................36

3.0 Using TalkSwitch

3.1 In the Office - Receiving calls with or without the Auto Attendant ........75

3.2 In the Office - Making and Receiving Calls .......................76

3.3 Out of the Office - Receiving Calls through Call Forwarding ...........83

2.3.2 Voicemail ..................................37

2.3.2.1 Local Extension Voicemail .................37

2.3.2.2 Remote Extension Voicemail ................38

2.3.2.3 General Voicemail .......................40

2.3.2.4 Global Settings ........................41

2.3.3 Call Handling ..................................43

2.3.3.1 Modes ..............................43

2.3.3.2 Auto Attendant .........................44

2.3.3.3 Telephone Lines ........................49

2.3.3.4 Local Extensions - Call Cascade .............51

2.3.3.5 Remote Extensions - Call Cascade ...........54

2.3.3.6 Extension Ring Groups - Call Cascade .........56

2.3.4 Call Back / Call Bridge ............................57

2.3.4.1 Auto Call Back .........................59

2.3.4.2 Prompted Call Back .....................61

2.3.4.3CallBridge ...........................64

2.3.5 Options ..................................65

2.3.5.1 Administrator Password ...................65

2.3.5.2 Audio Controls .........................66

2.3.5.3 Manual Transfer ........................67

2.3.5.4 Miscellaneous .........................68

2.3.5.5 Troubleshooting ........................71

3.1.1 Receiving calls using the Auto Attendant ................75

3.1.2 Receiving calls without the Auto Attendant ...............76

3.2.1 Making calls from a Local Extension ...................76

3.2.2 Receiving calls at a Local Extension ....................76

3.2.3 Placing calls on Hold at a Local Extension ...............77

3.2.4 Transferring calls ................................77

3.2.5 Call Park - Parking and retrieving callers ................78

3.2.6 Call Queue - Queuing and retrieving callers .............79

3.2.7 Conference calling with TalkSwitch ....................80

3.2.8 Using Phones connected in parallel to TalkSwitch ..........81

3.2.9 External modem telephone line access ..................82

3.3.1 The three ways to forward calls .......................83

3.3.2 Screening options for forwarded calls ..................84

3.4 Using the TalkSwitch Voicemail System ..........................85

3.4.1 Activating Voice mailboxes ..........................85

3.4.2 Accessing a Voice mailbox ..........................86

3.5 Music-on-Hold ..................................87

3.6 Mode Switching Options ..................................89

3.7 Out of the Office - Making Calls with Call Back and Call Bridge ........89

3.7.1 Using Call Bridge ................................89

3.7.2 Using Call Back .................................91

3.8 Upgrading the TalkSwitch Firmware ............................92

Appendices

Appendix A - Help & Troubleshooting ..............................99

Appendix B - Using TalkSwitch with Telephone Company Calling Services ....109

Appendix C - Quick Commands and DTMF Functions .................113

Appendix D - Safety Precautions and Regulatory Information .............117

AppendixE-TalkSwitch One Year Warranty .........................121

AppendixF-Return Policy .................................125

Appendix G - Specifications ................................127

AppendixH-TalkSwitch and Power Interruptions .....................129

Glossary .......................................................131

Index .......................................................139

Installing

TalkSwitch

1.1 What's included with TalkSwitch

The TalkSwitch products come shipped with the following items.

1. The TalkSwitch Unit

2. AC Power Adapter (Warning: never use any other Power Adapter other than the one provided with the TalkSwitch.)

3. 9 pin Serial Cable

4. 6' RJ-11 Telephone Cable - (2)

5. Software CD (This contains the configuration software and manual)

6. Quick Reference Cards - (Local Extension Use)

7. TalkSwitch Memory Card (optional purchase for TalkSwitch 48 models)

If any of these items are missing, please contact your reseller.

The TalkSwitch Line jacks are sensitive to high voltage spikes from lightning. If you live in an area where electrical storms occur regularly, we recommend that you protect TalkSwitch by plugging the telephone cords coming from the TalkSwitch line jacks to a surge protection device connected to the incoming telephone lines.

When you first receive TalkSwitch and live in an area with cold temperatures, do not plug TalkSwitch into a power outlet until the system has warmed to room temperature. Otherwise condensation could build up on the electronics and cause damage when powered up.

11.0 Installing TalkSwitch

1.2 Front Panel Descriptions

TalkSwitch's front panel consists of a power button ("Power") and 5 LED lights that do more than let you know TalkSwitch is plugged in and turned on.

What do the LED lights tell you?

LED light: State Description

Line 1 On Solid Line 1 is currently in use.

Pulsing Slowly The Line 1 caller is on hold. Flickering Line 1 is ringing. Quick Pulse Line 1 is engaged by another device on the line.

Line 2 On Solid Line 2 is currently in use.

Pulsing Slowly The Line 2 caller is on hold. Flickering Line 2 is ringing. Quick Pulse Line 2 is engaged by another device on the line.

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).

Line 3

On Solid Line 3 is currently in use. Pulsing Slowly The Line 3 caller is on hold. Flickering Line 3 is ringing. Quick Pulse Line 3 is engaged by another device on the line.

Line 4

On Solid Line 4 is currently in use. Pulsing Slowly The Line 4 caller is on hold. Flickering Line 4 is ringing. Quick Pulse Line 4 is engaged by another device on the line.

Line 3 and 4 lights apply to TalkSwitch 48 models

2 TalkSwitch User Manual

1.3 Back Panel Descriptions

Before connecting all your phones and lines to TalkSwitch, you may want to proceed with configuring the unit first. (See section 2.1) This will minimize the disruption time for your telephone lines while setting up the system.

1.3.1 The TalkSwitch 24

Jacks/Ports What to plug in

MUSIC Plug in a radio, CD player, PC soundcard or any other

device that emits an audio signal if you wish to use TalkSwitch's Music-on-Hold feature. This is a 1/8" (3.5 mm) phono jack. Mono cables are recommended.

PA Connect to a P.A. system if you wish to use the external

paging feature. This is a 1/8" (3.5 mm) phono jack. Mono cables are recommended.

E1, E2, E3, E4 Plug in any analog device that uses a standard (RJ-11)

telephone jack, such as: telephones, answering machines, fax machines, internal or external PC modems. Once these devices are plugged in TalkSwitch will recognize them as Ext. 111, Ext. 112, Ext. 113, or Ext. 114. Considerconnecting the receptionist’s phone to Extension 114 as thiswill allow for callsto be received or made through Line 1 of TalkSwitch.

L1/L2, L2 This is where you plug in your telephone lines (RJ-11).

If you have2 lines outof 1 phonejack, you canplug into the L1/L2 jack. Use a surge protector if you live in an

area prone to lightning strikes.

USB Use the USB port if your PC supports USB connectivity. If

you use the USB port, you cannot use the serial port simultaneously. Windows 2000/XP currently not supported for USB connectivity.

31.0 Installing TalkSwitch

SERIAL Attach the supplied serial cable (RS232) that connects

TalkSwitch to your PC. If you use the serial port you cannot use the USB port simultaneously.

POWER Plug the supplied AC Power Adapter in here. Rating:

16VAC 1.1 A output. Do not use any other power adapter as this may cause damage.

By default, TalkSwitch is set to Serial connection. To activate USB connection, dial

91 from an extension then reset TalkSwitch. To return to Serial connection, dial 90 and reset TalkSwitch.

The ‘PF’ box in between E4 and L1/L2 represents power failure support. In the event of a power failure or loss of power to TalkSwitch, Extension 114 will be able to receive calls and make calls on Line 1.

1.3.2 The TalkSwitch 48

LAN

MUSIC

JJJJaaaacccckkkkssss////PPPPoooorrrrttttss

E7 E8

WWWWhhhhaaaattttttttoooopppplllluuuuggggiiiinn

L3/L4

L1/L

MEMORY SLOT

USB SERIAL POWER

MUSIC Plug in a radio, CD player, PC soundcard or any other

device that emits an audio signal if you wish to use TalkSwitch's Music-on-Hold feature. This is a 1/8" (3.5 mm) phono jack. Monocables are recommended. If you have multiple TalkSwitch units on a LAN, you will need to provide a music source to each TalkSwitch.

PA Connect to a P.A. system if you wish to use the external

paging feature. This is a 1/8" (3.5 mm) phono jack. Mono cables are recommended. If you have multiple TalkSwitch units on a LAN, you will need to provide a connection from each TalkSwitch to the PA Amplifier.

4 TalkSwitch User Manual

LAN PORT You can connect to an Ethernet hub using a Category 5

cable with RJ-45 connectors. This will support configuration across the LAN. If you have 2 or more TalkSwitch 48 units, you can ‘network’ them and they will function as a single system. There are 3 LEDs next to the LAN port. The top LED is on when a link has been established with any TalkSwitch or PC running TalkSwitch software. The 2nd LED is on when data is being received and the 3rd LED is on when data is being transmitted.

E1 - E8 Plug in any analog device that uses a standard (RJ-11)

telephone jack, such as: telephones, fax machines, internal or external PC modems, etc. TalkSwitch identifies the extensions as 1x1 to 1x8. (x represents the unit ID number assigned to that TalkSwitch unit). By default all TalkSwitch units are shipped with a unit ID = 1. This means the extensions are 111 to 118. If it had unit ID 2 then they would be 121 to 128.For details on setting up

2 or more units on a LAN to operate as ‘networked’ units, please see section 1.5.

L1/L2, L2, L3/L4, L4 This is where you plug in your telephone lines (RJ-11).

If you have2 lines outof 1 phonejack, you canplug into the 1/2 and 3/4 jacks. Use a surge protector if you live

in an area prone to lightning strikes.

USB Use the USB port if your PC supports USB connectivity. If

you use the USB port, you cannot use the serial port simultaneously. Windows 2000/XP currently not supported for USB connectivity.

SERIAL Attach the supplied serial cable (RS232) to connect

TalkSwitch to your PC.

MEMORY SLOT Memory expansion slot. Used to expand internal

memory for voicemail and Auto Attendant messages. TalkSwitch Memory cards can be purchased from your local TalkSwitch reseller. Simply place the memory card in the slot and TalkSwitch will automatically detect and start using the extra memory within 20 seconds.

POWER Plug the supplied AC Power Adapter in here. Rating:

16VAC 1.1 A output. Do not use any other power adapter as this may cause damage.

51.0 Installing TalkSwitch

By default, TalkSwitch is set to Serial connection. To activate USB connection, dial

91 from an extension then reset TalkSwitch. To return to Serial connection, dial 90 and reset TalkSwitch. No commands are required to use the LAN connection.

1.4 Plugging into the Back Panel

1.4.1 Attaching telephone lines to TalkSwitch line jacks

You can connect your telephone lines from the wall jack(s) to the TalkSwitch Line jacks with the phone cables provided. Take note of which telephone line is connected to which Tel Line number - this information willbe used in the configuration section. In order to minimize disruption to your business, you may want to configure TalkSwitch first before connecting it to your lines and phones.

TalkSwitch works with many telephone company services such as 3-Way Calling and Distinctive Ring. For more information on phone company services, see Appendix B.

1.4.2 Attaching phones and other devices to TalkSwitch extension jacks

You can connect any analog device (regular telephone, cordless phone, fax machine, answering machine, modem) to TalkSwitch's extensionjacks. Multiple devices can be connected to each extension jack by 'chaining' them together or using a line splitter.

To Attach a Single Line Corded or Cordless Telephone, Fax Machine or Answering Machine:

Connect your single line analog telephone or fax machine to one of TalkSwitch's extension jacks (E1 to E4 for the TalkSwitch 24 and E1 to E8 for the TalkSwitch

48) just as you would if you were plugging them into a standard telephone wall jack.

To Attach a Two-line Telephone:

Option # 1 (Use it as one TalkSwitch extension.)

Disregard the telephone's Line 2 jack (plug-in). Connect the telephone's Line 1 plug-in to any one of TalkSwitch's extension jacks. You will still be able to access both telephone lines in the same manner as if you were using a single line telephone attached to TalkSwitch.

6 TalkSwitch User Manual

Option # 2 (Use it as two TalkSwitch extensions.)

You could use your two-line telephone as two separate TalkSwitch extensions. Connect the telephone's Line 1 and Line 2 plug-ins to two separate extension jacks.

Most two-line phones have separate plug-ins for two incoming telephone lines (Line 1 and Line 2). If your two-line telephone does not have separate plug-ins, you can use a "Line 1/Line 2" line splitter to separate the two lines. Download the Quick Guide at www.talkswitch.com for more detailed examples on connecting multi-line phones.

To Attach an Internal or External Modem:

Simply plug the modem's telephone cable into one of TalkSwitch's extension jacks. Your modem is now a TalkSwitch extension and will be able to access all lines and take advantage of TalkSwitch's call routing features.

If you would like to use a telephone on the same extension as your modem, simply plug the telephone's cable into the modem's telephone jack. (Most modems have a telephone jack, located beside the 'Line In' jack.)

You do not have to attach a PC to TalkSwitch (via the Serial or USB ports) for your modem to be functional.

If you don’t want to change your dial up settings for the modem, you will need to enable Direct Line Access for the extension associated to the modem. See section 2.3.1.4 for more details on configuring Direct Line Access.

1.4.3 Connecting Devices to the Music and PA Jacks

The Music jack isdesigned to support any audiosource (CD player, radio, tape player, sound card etc.) for playing music or messages to callers while on hold. Simply connect the audio source via its headphone output to the Music jack. The Music jack requires a 1/8” (3.5mm) phono connector. If you have more than one TalkSwitch connected to a LAN, you will need to provide audio to all the Music jacks on each TalkSwitch.

The PA jack can be connected to a PA System for external paging or to an amplification system to screen voicemail or to use as a line simulator. The PA jack requires a 1/8” (3.5mm) phono connector. If you have more than one TalkSwitch connected to a LAN, you will need to provide a connection from each TalkSwitch to the PA system.

Networked

71.0 Installing TalkSwitch

1.4.4 Connecting TalkSwitch to a PC

There are four ways to connect TalkSwitch directly to your PC for configuration Serial, USB (Windows XP, 2000 excluded), Ethernet (LAN port), and remotely using a dial up modem.

Serial: Use the provided serial cable (RS232) to connect TalkSwitch to an

open COM port on your PC.

USB: Use a USB cable to connect TalkSwitch to an available USB port on

your PC or USB hub.

Ethernet: With the TalkSwitch 48 models, TalkSwitch can be configured using

a PC connected to the same LAN as your TalkSwitch units. TalkSwitch cannot be configured from the Internet.

Modem: Using a PC with a dial up modem and running the TalkSwitch con-

figuration software, you can choose tocall TalkSwitchfrom anywhere in the world then connect and configure the system.

1.4.4.1 Connecting TalkSwitch to a PC using a Serial cable

If you have an available Serial port, then connect TalkSwitch to your PC using the Serial cable provided with TalkSwitch. By default, TalkSwitch is shipped with the Serial port enabled and the USB port disabled so you do not have to do anything to get it working using the Serial port.

If you were previously using USB and are switching back to Serial connection, then you will need to switch TalkSwitch back to Serial mode. Pick up a phone connected to one of TalkSwitch’s local extensions and dial to enter command mode. If you have an administrator password enabled, enter the password. Dial 90 then to enable the Serial connection. Next, turn TalkSwitch off then back on again to activate the Serial connection..

8 TalkSwitch User Manual

When you run the TalkSwitch software, you will need to select ‘PC Connection’ to select Serial as the connection then select the COM port associated to this physical Serial port on your PC.

Make sure you do not have any other communications programs running at the same time youwant to use theTalkSwitch configuration software. These mayinclude Palm Pilot, Hot Sync, TalkWorks, Digital Camera software. These programs tend to ‘hold’ onto COM ports and not make them available for any other programs.

If you are having problems communicating with TalkSwitch, please check the Troubleshooting section of the manual.

1.4.4.2 Connecting TalkSwitch to a PC using a USB cable

If you have an available USB port and cable and are not running Windows 2000 or XP on your PC, then connect TalkSwitch to the PC using the USB cable*. Next, pick

up a phone connected to one of TalkSwitch’s local extensions and dial to enter command mode. If youhave an administrator password enabled,enter the password.

Dial 91then to activate the USB connection. Next, turn TalkSwitch off then back on again to activate the USB drivers.

* USB cable not provided.

91.0 Installing TalkSwitch

1.4.4.3 Connecting TalkSwitch to a LAN

If you want to connect multiple TalkSwitch units to a LAN, please see section 1.5

To connect TalkSwitch to a LAN for configuration purposes, simply use a standard Category 5 cable with RJ45 connectors on either end. Once TalkSwitch is connected to the hub, the top LED will light only when a computer running the TalkSwitch software establishes a connection with TalkSwitch. This LED lets you know TalkSwitch and your PC are able to communicate.

When you run the TalkSwitch software, you will need to select ‘PC Connection’ to select LAN as the connection thenselect the LAN adapter on your PC. You do not have to enter any commands from a local extension on TalkSwitch to enable LAN connectivity. Make sure you are using TalkSwitch Firmware 1.37 or higher to configure across the LAN.

If you are running Windows XP, please make sure you are not using Windows 98 compatibility mode. Anytime TalkSwitch is being configured, it is ‘locked’ so that no other computer or person using a phone can make configuration changes at the same time. If you leave the software open for longer than 1 hour, TalkSwitch will automatically unlock itself to allow configuration changes.

1.4.4.4 Connecting to TalkSwitch from a remote location using a modem

TalkSwitch can be configured remotely using any PC with a modem and TalkSwitch software installed. Version 1.37 or higher of the software and version 2.37 or higher of the firmware support modem connectivity. To configure remotely using a modem, you should first ensure that you have at least version 2.37 of the firmware loaded on TalkSwitch. Next, using the software that matches the firmware (ie. if the firmware version on TalkSwitch is 2.37, then the software version should be 1.37) click on ‘PC connection’ after running the software. Select ‘Remotely using a modem’ for the connection then the associated COM port for that modem.

10 TalkSwitch User Manual

Next, click connect and another screen will appear where you will need to enter the phone number for one of the lines connected to TalkSwitch. In order for the modem to establish a connection, an Auto Attendant needs to answer on the line you are dialing in on. If you do not have an Auto Attendant set to answer on any of the lines, TalkSwitch will answer with a generic greeting after 15 rings so that you can still get into the system to access voicemail or make configuration changes.

Once you have entered the phone number, click ‘Connect’. The TalkSwitch software will now try to communicate with your modem to establish a connection. The following screen should appear after it has successfully dialed the phone number to TalkSwitch.

111.0 Installing TalkSwitch

1.4.4.5 Connecting to TalkSwitch from a local extension using a modem

TalkSwitch can be configured locally using any PC with a modem connected to TalkSwitch and has the TalkSwitch software installed. Version 1.37 or higher of the software and version 2.37 or higher of the firmware support modem connectivity.

Run the TalkSwitch software then click on ‘PC connection’. Select ‘Remotely using a modem’ for the connection then the associated COM port for that modem.

No phone number is required since the modem is connected to TalkSwitch when the modem goes ‘off-hook’. The connection should be established very quickly.

1.5 Using 2 or more TalkSwitch units on a LAN

Networked

If you have only one TalkSwitch unit, ignore this section and proceed to Section 2.

1.5.1 Connecting 2 or more TalkSwitch units to a LAN

OOOOppppttttiiiioooonnnn1111----CCCCoooonnnnnnnneeeeccccttttttttoooosssswwwwiiiittttcccchhhhoooorrrrsssswwwwiiiittttcccchhhheeeeddddhhhhuuuubbbbiiiinnnnccccooooeeeexxxxiiiisssstttteeeennnncccceeeewwwwiiiitttthhhhyyyyoooouuuurrrrPPPPCCCCssss..

We recommendintegrating your phonesystem into yourexisting LAN witha switched hub. A switch or switched hub provides direct communication between TalkSwitch units, thus keeping the TalkSwitch voice over LAN data isolated from other data on the network.

Connect up to four TalkSwitch units (2 are shown on the following page) to the LAN switch or switched hub.

12 TalkSwitch User Manual

TalkSwitch(unitID1)

Switch or Switched Hub

Make sure a computer is connected to the phone system either via the LAN or directly from the computer to the TalkSwitch through the USB or Serial port.

TalkSwitch (unit ID 2)

OOOOppppttttiiiioooonnnn2222----CCCCoooonnnnnnnneeeeccccttttttttoooorrrreeeegggguuuullllaaaarrrrhhhhuuuubbbbddddeeeeddddiiiiccccaaaatttteeeeddddttttooooTTTTaaaallllkkkkSSSSwwwwiiiittttcccchhhhuuuunnnniiiittttss

If you don't have a switch we suggest you use a small hub on a dedicated LAN to network the TalkSwitch units. You can connect a computer to this hub for TalkSwitch configuration purposes, as this hub should not be shared with heavy LAN traffic.

TalkSwitch (unit ID 1)

TalkSwitch (unit ID 2)

Hub

Connect up to four TalkSwitch units (2 are shown here) to the LAN hub. Make sure a computer is connected to the phone system either via the LAN or directly from the computer to the TalkSwitch through the USB or Serial port.

131.0 Installing TalkSwitch

OOOOppppttttiiiioooonnnn3333----CCCCoooonnnnnnnneeeecccctttt2222uuuunnnniiiittttssssttttooooggggeeeetttthhhheeeerrrrvvvviiiiaaaaaaaannnnEEEEtttthhhheeeerrrrnnnneeeettttccccrrrroooossssssss----oooovvvveeeerrrrccccaaaabbbblllleeee..

If you plan to network only two TalkSwitch units, it is possible to network them via a LAN crossover cable.

Connect the two TalkSwitch units with a crossover cable. Make sure you are using a crossover cable and not a regular LAN cable - see diagram below for details on how to verify a crossover cable.

TalkSwitch (unit ID 1)

TalkSwitch (unit ID 2)

Crossover Cable

Make sure a computer is connected to the phone system either via the USB or Serial port.

Green

Orange

Blue

1234567

Brown

Green

Orange

Blue

1234567

Brown

Orange

Green

Blue

1234567

Brown

Green

Orange

Blue

1234567

Brown

Straight through cable:

Notice how both ends are identical

14 TalkSwitch User Manual

Crossover cable:

The ends are different. Pins1&3are reversed, and pins2&6arereversed.

1.5.2 Setting the Unit ID for the first time

When units are shipped from the manufacturer, they are all programmed with Unit ID 1. If two or more units are placed on the same LAN and 2 or more have the same Unit ID number, then there will be a conflict. TalkSwitch identifies this conflict by flashing all the Line lights on the front panel of the units that have the conflict.

To resolve the conflict, you need to assign a different Unit ID to one or more of the units. Pick up a telephone handset connected to one of the extension jacks on the TalkSwitch unit that you want to assign a different Unit ID. You will immediately hear a system prompt indicating that there is a conflict and a new Unit ID needs to be chosen. Selectan available Unit IDbetween 2 and 4 (odds are thatyou are keeping the Unit ID of the 1st unit set to 1).

Next, the system should indicate that the update was successful and the front panel lights should stop flashing after several seconds. When none of the front panel ‘Line’ lights are flashing, then all units are ready for network use.

No IP configuring is required since TalkSwitch units do not use the TCP/IP protocol. TalkSwitch units cannot communicate with any other units beyond the LAN. If you need to configure remotely, you can use the remote modem option to connect from a remote location.

1.5.3 Changing the Unit ID

If you need to change the Unit ID of any TalkSwitch system, you can first press from a Local Extension to enter command mode, enter a password if necessary, then

dial 0 0.The system will respond with the Unit ID of that particular TalkSwitch. To changethe Unit ID, use any of the following commands once in command mode:

Unit ID DTMF Command

101

202

303

404

1.5.4 Unit IDs and how they affect system extension numbers

When more thanone TalkSwitch is connected to aLAN and theyoperate in networked mode, several of the extensions and voicemail have different numbers based on the Unit ID assigned to the TalkSwitch unit they belong to.

151.0 Installing TalkSwitch

The extensions and voice mailboxes affected by the new numbering system are listed in the following table.

Unit ID 1 Unit ID 2 Unit ID 3 Unit ID 4

Local Extensions 111-118 121-128 131-138 141-148 Remote Extensions 211-218 221-228 231-238 241-248

Local Mailboxes 111-118 121-128 131-138 141-148 Remote Mailboxes 211-218 221-228 231-238 241-248 General Mailboxes 410-419 420-429 430-439 440-449

As you may have noticed, none of the Extension Ring Groups are affected since they are global to the entire system. It doesn’t matter if there is one or four TalkSwitch units on a LAN, there will always be 10 Extension Ring Groups with the extension numbers 300-309.

1.5.5 Keeping track of the lines and extensions

To keep track of the extensions and lines connected to each TalkSwitch, you may want to label each unit with it’s respective Unit ID. This will simplify matters when it comes to adding or removing extensions and lines.

In the event the TalkSwitchunits are located ina room away fromthe extensions and you need to identify which unit is which, there is a utility in the configuration software that will allow you to identify each unit by flashing the lights on the front panel. When the configuration software is opened, you can check details of the TalkSwitch units on the LAN by clicking on the ‘LAN Details’ button.

In the pop up window, you can select a Unit ID, then clickthe Identify button to have the lights flash on that unit. The lightswill stop flashing when you click ‘finished’ or 5 minutes have elapsed.

1.5.6 Optimizing the system for networked use

TalkSwitch is designed to be as robust as possible for the price point. Keeping this in mind, there is a limitation as to how many calls can be placed across the LAN from each unit. This is known in the industry as a blocking architecture.

Each TalkSwitch unit can support up to 6 simultaneous calls through it’s LAN port. This technique allows the systems to work as they should more than 99% of the time since it is rare that more than 6 calls would need to cross from one unit to 1 or more other units simultaneously. With the current design, this means that a total of 12 calls (using 4 units) can run simultaneously across the LAN.

16 TalkSwitch User Manual

As an example, if 2 units are connected on a LAN, 4 calls can come into allfour lines on one unit and be directed across the LAN to the other unit’s extensions or lines while 2 intercom calls can also cross the LAN. In the event that an inbound call cannot be directed across the LAN because all paths are blocked, TalkSwitch will handle the call according to the ‘Busy at extension’ Call Cascade option for the selected extension. (See sections 2.3.3.4, 2.3.3.5, 2.3.3.6)

TalkSwitch has been designed to operate optimally when in a networked state. 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 another unit has ‘disappeared’ off the network (adaptor unplugged, LAN connection disconnected, LAN failure etc...), the system can still handle the calls according to the settings programmed at otherextensions that belong toTalkSwitchunits not visible tothe unit handling the call. In the event an extension or voice mailbox cannot be reached, the caller willhear the following system prompt: “The extension you are trying to reach is currently unavailable, please try again later.”

Outgoing Line Hunt Groups

By default, when 2 or more units are on a LAN, the system tries placing calls out on the same TalkSwitch unit the call originates. 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 to connect across the LAN if required.

Auto Attendants

There are a total of 9 Auto Attendants that are shared by all units on the LAN. When an Auto Attendant is recorded on any unit, it is then automatically copied to all other units onthe LAN. This design minimizes LANtraffic and also provides functionality back-up in case a unit or multiple units have ‘disappeared’ off the network (adaptor unplugged, LAN connection disconnected, LAN failure etc...). In this event, all systems can still answer inbound calls with the same Auto Attendant messages).

Voicemail

All Local Extension and Remote Extension voicemail data is stored on the unit where the extensionsnormally reside. For example, all greetings, directorynames and voicemail messages for extensions121-128, 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 reseller. You can also use the Voicemail Memory Manager to view the memory usage of each TalkSwitch unit and each mailbox.

171.0 Installing TalkSwitch

Configuring

TalkSwitch

2.1 Installing the TalkSwitch Configuration Software

Insert the TalkSwitch CD into your CD drive. The Install program will automatically launch. If thesoftware does not launchautomatically, you can use WindowsExplorer to explore your CD-ROM drive. Double-click the Setup.exe file then follow the instructions on the screen. If you are installing on a Windows XP machine, do not enable Windows 98 compatibility mode for the TalkSwitch software.

Configuration software system requirements:

PC running Windows 95/98/ME/XP*/2000*

20 MB free hard disk space

32 MB RAM

An available Serial or USB port (Required for Firmware updates)

800 x 600 minimum video resolution

If you are having problems retrieving the settings from TalkSwitch, please check the Troubleshooting section of the manual.

* USB not currently supported for Windows 2000 or Windows XP. You will need to use the serial or LAN connection for configuration purposes.

In some cases, Windows may find a device called “Creatix V90 modem” and install drivers for this device. TalkSwitch is powered by a modem chipset, but does not act as a modem, so the drivers do not need to function properly. Simply let the install proceed so that you are not bothered by Windows detecting new hardware every time you reboot your PC.

192.0 Configuring TalkSwitch

2.2 Control Center

After installation is complete, double-click the TalkSwitch icon. Once the TalkSwitch software is open, the following screen will appear. This is the Control Center for the TalkSwitch software.

PC Connection:

Choosing PC Connection allows you to choose the correct COM port when connecting TalkSwitch to the PC. USB will appear as a COM port as well. You can also configure the TalkSwitch 48 Models across the LAN or by using a modem.

Configure:

Choosing Configure brings up the configuration software. (see section 2.3) Note: You cannot configure TalkSwitch by phone while the software is open.

Monitor:

Choosing Monitor bringsup the TalkSwitch Monitor window. The Monitor allows you to 'see' a graphical representation of the calls as they flow to and from TalkSwitch and its extensions and lines. This featureis useful as a diagnostic tool when testing your TalkSwitch settings. You should choose ‘Normal’ as the mode of operation unless you are using TalkSwitch as a Line Simulator.

Flash Upgrade:

This activates theTalkSwitchFirmware Update procedure. Followthe instructions accordingly.

20 TalkSwitch User Manual

About:

Displays useful information including the TalkSwitch software, firmware and hardware version numbers.

2.3 Configuration

From the Control Center choose Configure. The following screen will appear:

The configuration screen consists of 4 parts:

1. Menu Items

2. Configuration Navigation

Controls what is displayed in the configuration window.

3. Configuration Window

Displays configuration tabs.

4. iGuide Window

Displays helpful information about what is displayed in the configuration window.

212.0 Configuring TalkSwitch

Menu Items - File

Retrieve settings:

Retrieves settings from TalkSwitch connected to the PC.

Open File...

Opens existing configuration files from the PC. Default configuration files are included with the software. TalkSwitch also backs up to a file called “LastSavedConfig.dat” every time you save settings to TalkSwitch.

Save to TalkSwitch

Saves the current configuration to TalkSwitch.

Save to file...

Saves the current configuration to a file.

Exit

Closes the Configuration and returns to the Control Center.

Menu Items - Setup

Set active mode

Changes the current mode of operation.

Add Local Extension

Allows you to easily configure a new Local Extension.

Add Remote Extension

Allows you to easily configure a new Remote Extension.

Add Ring Group

Allows you to easily configure a new Ring Group.

Defaults...

The feature brings up a dialog box which allows you to change the current information in the Configuration window to its defaults, or change the whole configuration to its defaults.

Menu Items - Utilities

Memory Usage:

Displays a dialog box showing internal memory usage for Voicemail or Auto Attendant messages.

22 TalkSwitch User Manual

Voicemail Manager:

Displays a dialog box giving you options to check the status of all voicemail, delete a mailbox password, and reset mailboxes (this resets the mailbox back to factory default and clears all messages and greetings).

Menu Items - Help

TalkSwitch Help:

Opens the TalkSwitch Help file. You can search through the contents for useful information. Help is also accessible by pressing the ‘F1’ key while the Configuration is open.

Support on the Web:

Launches your browser and directs you to our support site.

About TalkSwitch:

Displays the TalkSwitch software version number, TalkSwitch firmware version number and Copyright information.

Configuration Navigation

The Configuration Navigation organizes all the configuration topics within folders. initially. The following is a brief description of each configuration folder:

About TalkSwitch

This tab displays version information about the TalkSwitch software, firmware and hardware. It also displays memory usage with details about voicemail messages and Auto Attendants.

System Information

This folder allows you to configure the system setup. This includes activating lines, extensions and music-on-hold.

Voicemail

This folder allows you to configure each individual voice mailbox and also some global settings for the voicemail system.

Call Handling

This folder allows you to configure how you want incoming calls to be handled. It allows you to setup your Auto Attendants and individual call handling for each line and distinctive ring number for both operating modes.

232.0 Configuring TalkSwitch

Call Back / Call Bridge Settings

TalkSwitch’s Call Back and Call Bridge features are configured from this folder. Both of these features can reduce your company expenses by reducing long distance costs.

Options

In this folder, advanced settings are configured including troubleshooting issues and various operating options. Recommended for experienced users only.

Configuration considerations when connecting multiple units to a LAN.

When 2 or more units are connected to a LAN and are setup for network use, you will have the ability to configure all units connected to the LAN via the Serial or USB connection to one of the TalkSwitch units, or using a PC connected to the same LAN as the TalkSwitch units.

When 2 or more TalkSwitch units are connected to the same LAN, they are designed to act like a single phone system. For example if you have 2 TalkSwitch units connected on the same LAN, the system will now function as a single system supporting 8 lines, 16 local extensions and 16 remote extensions.

You will notice that on some of the configuration pages, there will be up to 4 tabs across the top that allow you to select each TalkSwitch in the group depending on how many are connected to the LAN. This is the primary difference between configuring 1 unit and multiple units.

24 TalkSwitch User Manual

Sections of the configuration that have multiple tabs for each unit:

System Information

Telephone Lines Local Extensions Remote Extensions

Voicemail

Local Ext. Voicemail Remote Ext. Voicemail General Voicemail

Call Handling

Telephone Lines Local Extensions Remote Extensions

Call Back / Call Bridge

Auto Call Back

Options

Audio Controls

IIIImmmmppppoooorrrrttttaaaannnntttt::

Networked

Anywhere in this manual where there are details specific to the use of TalkSwitch in a networked configuration, you will see the icon to the left. For people using only 1 TalkSwitch unit, you can ignore any of the comments associated with this icon.

252.0 Configuring TalkSwitch

2.3.1 System Information

2.3.1.1 Telephone Lines

This section tells TalkSwitch about the telephone lines plugged into its back panel. Simply select aline and fillin the information.For each linethere is a status message (“Line detected at initialization”) indicating if TalkSwitch detected a line plugged into the associated line port. If a line is plugged into a line port and is not detected, check your telephone line, and then choose File>Retrieve settings to update the screen.

If networked, you will need to configure the options for all the units. At the

Networked

top of the page, you will notice the tabs for up to 4 TalkSwitch units labeled ‘TalkSwitch 1’, ‘TalkSwitch 2’, etc...

In the “Phone numbers” section:

Enter the 'main' telephone number for the appropriate line connected to TalkSwitch. Enable the Distinctive Ring Numbers 1 and/or 2 if you have this service on the current line and wish to have incoming calls handled 'differently' on the basis of the distinctive ring. If you want Distinctive Ringnumbers handled the same way as your 'Main' number, do not place a check mark in the box.

26 TalkSwitch User Manual

Next, enter the 'Distinctive Ring' telephone number for each of the Distinctive Ring numbers associated to this line. Distinctive Ring 1 corresponds to any double ring pattern. Distinctive Ring 2 corresponds to any triple ring pattern.

In the “Telephone company services” section:

Select any of the Telephone Company Services that you currently have for each line. The following is an explanation of each service and the impact of selecting each option with respect to how TalkSwitch handles calls. For definitions and details on how to use these features with TalkSwitch, see Appendix B.

3-Way Calling/Conference/Centrex Transfer:

TalkSwitch can work with this service to forward calls to Remote Extensions or other external phone numbers while using the same line (Same Line Connect). You can also use this service as an option for bridging calls to external numbers when calling into TalkSwitch from the outside. If you find that you are having difficulties with line levels when forwarding calls to Remote Extensions or using Call Bridge, you should use 3-way calling to forward calls as a solution.

Call Waiting:

Check this box if you have Call Waiting service on the current line. It is recommended that you remove this service from your line(s) since there is no way for TalkSwitch to handle a second call on the same line while it is handling the first call. You may want to instead consider adding the Hunt/Rollover service to your lines.

Caller ID:

Check this box if the current line provides Caller ID information. TalkSwitch will pass along the Caller ID information to selected extensions. Also, TalkSwitch can use thetime information provided by Caller ID to update TalkSwitch’s internal clock. (see section 2.3.5.4).

Telephone Company Voicemail:

Check this box if you are subscribed to a Telephone Company Voicemail service. If this service is enabled on a specific line, calls can be routed to this voicemail service.

Hunt/Rollover:

Check this box if the current line is associated with a Line Hunt or Line Rollover service from the Telephone Company. In general, any lines that belong to a Hunt/Rollover group should be configured to handle calls the same way.

272.0 Configuring TalkSwitch

In the “Calibration” section:

After you have configured the lines, it is recommended that you calibrate the lines. Completing this procedure optimizes your telephone line volume levels for the Call Bridge and Call Forwarding (with Remote Extensions) features.

Note: Only lines that are detected can be calibrated.

2.3.1.2 Line Hunt Groups

There are a totalof 9 Line HuntGroups for controlling outbound call line selections. These Line Hunt Groups are used by the Local and Remote Extensions, and when using the Call Bridge feature. Each Hunt Group can support several line choices and will attempt to grab an available line in the order that they are listed (Lines to hunt) for that Hunt group. These settings have no effect on incoming calls.

The default setup:

Hunt Group 9: selects any available line

Hunt Group 81: selects Line 1

Hunt Group 82: selects Line 2

Hunt Group 83: selects Line 3 (for the TalkSwitch 48 only)

Hunt Group 84: selects Line 4 (for the TalkSwitch 48 only)

28 TalkSwitch User Manual

First select a Line Hunt Group then name the group(s) if desired.

Under Set Line Hunt Group, select the lines you wish to add to the Hunt Group from the left column 'Lines available', then click the '>>' button to move it to the right column 'Lines to hunt'. Repeat this process for the other Hunt Groups. Lines will be hunted in the order they are listed from top to bottom.

If units are networked, you will notice the option ‘Hunt lines on same unit

Networked

first’ is visible and checked by default. This feature helps optimize how TalkSwitch uses lines for outgoing calls. It is recommended that you keep this option engaged if you want to minimize ‘blocking’. Blocking can occur if too many calls are placed across the LAN simultaneously. TalkSwitch systems can support up to 6 calls simultaneously. The likelihood of a call being blocked is very small for most people. In the event the system is loaded with calls and an inbound call cannot be directed across the LAN, the call will be handled according to the busy call cascade settings.

2.3.1.3 Fax Information

The information in this tab helps configure TalkSwitch to handle faxes.

292.0 Configuring TalkSwitch

If you have a dedicated fax line or a Distinctive Ring number for faxing associated to a line, please choose this ‘Fax number’ in the list. If you don’t have a line dedicated for inbound faxing, select ‘none’.

If you do not see your fax number in the list, make sure you have activated the appropriate line or Distinctive Ring number in the Telephone Lines section under System Information.

Next, select the extension number where you have your fax device connected. For example if you have your fax machine connected to E8on the rear of theTalkSwitch, then select extension number 118.

If your fax machine is connected to E8 on a TalkSwitch with Unit ID 2, then

Networked

the fax extension number is 128. If you have a dedicated fax line or number, your fax machine should be connected to an extension jack 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 handling properties for that line to ring only the fax extension you specified on this page.

2.3.1.4 Local Extensions

Local Extensions are phones or devices connected to any of the extensionjacks at the back of TalkSwitch. See sections 1.3 and 1.4 for more details on connectivity.

30 TalkSwitch User Manual

If you have 2 or more TalkSwitch units connected on a LAN, you will be

Networked

able to select the tabs associated to each unit and see the extensions associated to that unit. If a TalkSwitch 48 unit has a Unit ID of 2, then the Local Extensions will be 121 to 128. The second digit for all Local and Remote extensions, Local, Remote and General voicemail represents the Unit ID of the associated TalkSwitch unit.

Select any of the extensions that you wish to configure.

Local Extensions are by default activated with the associated Voice mailbox. Voice mailboxes for each Local Extension can be de-activated in the Voicemail section in the System Information folder.

Last Name / First Name:

Enter the first and last name of the person associated to the extension. The last name is required if the person is to be included in the ‘Dial by Name’ directory listing used at the Auto Attendant level. The person using that extension must also record their name for the directory. Instructions for recording the name are listed in the interface. Whatever name is entered will appear on the Caller ID of another Local Extension during an intercom call.

Direct Line Access:

Direct line access allows you to configure the extension to access a specific Hunt Group automatically for outbound calls when the extension goes off hook. For example, you may have a fax machine connected to this extension and don’t want to reprogram the speed dial phone numbers. In this case you would select 'Direct line access' and choose the appropriate Hunt Group. As soon as the fax goes off hook, TalkSwitch will hunt the specified lines for an available line. This feature is also useful if you want to avoid dialing any digits for accessing a line.

Warning: When using Direct Line Access, telephone company line dialtone is first available when picking up the handset. The following features are only available from TalkSwitch internal dialtone: Intercom Calling, Hold Retrieve, Line Hunt Groups, Voicemail Retrieval/Access, Call Pick Up, P.A. Access, Parked Call Retrieval, Do Not Disturb functions and entering Command Mode. TTTToooooooobbbbttttaaaaiiiinnnniiiinnnntttteeeerrrrnnnnaaaallllddddiiiiaaaallllttttoooonnnneeeeffffrrrroooommmmaaaann eeeexxxxtttteeeennnnssssiiiioooonnnnwwwwhhhhiiiicccchhhhhhhhaaaassssDDDDiiiirrrreeeeccccttttLLLLiiiinnnneeeeAAAAcccccccceeeesssssssseeeennnnaaaabbbblllleeeedddd,,,,ddddiiiiaaaallllFFFFllllaaaasssshhhhaaaafffftttteeeerrrrggggooooiiiinnnnggggooooffffffffhhhhooooooookkkk..

Hunt Group Access:

This is used if you want to permit or restrict specific Hunt Group access to the extension. Click the button and simply organize the appropriate Line Hunt Groups that are permitted for thisextension. (All extensions are defaulted to have no restrictions.)

312.0 Configuring TalkSwitch

2.3.1.5 Remote Extensions

With TalkSwitch's Remote Extensions, you can have calls forwarded directly from your home/office to any phone number you choose. Your cell phone, pager or any out-of-office number becomes a 'Remote Extension' of your office system. You can have calls forwarded directly or screen callers. If you are unavailable or choose not to accept calls, they can be transferred back to your office (e.g. to voicemail or another extension) or forwarded to another out-of-office telephone number (e.g. to a business partner's cell phone) depending upon the Cascade configuration.

TalkSwitch assigns a Remote Extension number to each call forwarding telephone number. Calls can then beforwarded by the AutoAttendant or transferred bysomeone in your office simply by dialing the Remote Extension number. There are 8 Remote Extensions available per TalkSwitch unit.

If a TalkSwitch has Unit ID 2, then the Remote Extension numbers are 221 -

Networked

228.

Choose a Remote Extension to configure. After you have activated a Remote Extension, you must enter a phone number in order for the extension to be considered active and usable by the system.

32 TalkSwitch User Manual

Last Name / First Name:

Remote phone number:

Enter the phone number of the Remote Extension (note: no specific prefixes are required - put the number in just as though you were dialing it from a regular phone). You may use the following in the space provided: digits0-9,space, comma, dash,#and*. Once a number has been entered, the rest of the options in this section will become ‘ungreyed’.

Connect using:

Select the Line Hunt Group that TalkSwitch will use to connect to that Remote Extension. For example if you have an inexpensive long distancecarrier setup for the lines in Hunt Group 84, you may want to use this Hunt Group for your long distance Remote Extensions.

Use Same Line Connect

Clicking this option allows incoming calls, when forwarded to the Remote Extension, to use the same line in which the originating call came in. Using this feature allows only one line to be used when forwarding incoming calls to a Remote Extension. This feature can only be used when the line that the originating call came in on has the 3-Way Calling/Conference or Transfer (Centrex/Plexar) service. If the line does not have any of these services, the call will be forwarded using the Hunt Group chosen in the “Connect using:” section.

When using Same Line Connect, callers will hear silence while they are on hold since the callers are on hold at the Telephone Company and not at TalkSwitch. If you want callers to hear music while they are on hold for calls forwarded to Remote Extensions, do not use Same Line Connect. It’s best to experiment with different settings in order to decide what works best for your configuration.

For details on how to use Remote Extensions, see section 3.3

332.0 Configuring TalkSwitch

2.3.1.6 Extension Ring Groups

There are a total of 10 Extension Ring Groups available for your use. Ring Groups are extensions 300 to 309. By default, extension 300 is configured to ring all extensions.

Different uses for Extension Ring Groups:

Example 1: You are the president of a company and you don't want to handle

calls from the general public, yet you want to be alerted when your important colleagues try to contact you. Your regular Local Extension may be 111 for most people, but you can also configure a Ring Group such as extension Ring Group 300 to ring your extension with a different ring pattern. You then tell your colleagues to always choose extension 300 at the Auto Attendant or ask to be transferred to extension 300 when speaking to someone in the office. Now without being subscribed to Caller ID, you can tell just by how your phone rings if you consider the caller to be important or not.

Example 2: You have a company with several departments . You may want to configure Extension Ring Group 300 for the Sales Department, in which case it will ring extensions 111, 112, 113, and 114. You may want to also set up Ring Group 301 for Technical Support, in which case it will ring extensions 115 and

116.

34 TalkSwitch User Manual

First select an Extension Ring Group (300-309) that you would like to configure and activate it. You will notice that a Ring Group must have extensions listed in the ‘Extensions to ring’ section to allow access to the other information on the tab. If desired, name the extension in the 'Ring Group name' space.

Ring pattern:

Choose how you want the phone(s) to ring for the Ring Group.

In the “Set Ring Group” section:

To configure, select each extension that you wish to add to that Ring Group from the left column 'Extensions available', then click '>>' to move it to the right column 'Extensions to ring'. Repeat this process for each of the Extension Ring Groups activated. If you wish to remove an extension from a Ring Group, highlight that extension in the right column then click the '<<' button.

Extensions available:

This is the list of available extensions from which the Extension Ring Group may be built. Only active extensions will be available to add to the Ring Group.

Extensions to ring:

This is the list of extensions that will ring when the Extension Ring Group is selected from the Auto Attendant or Local Extension. All extensions listed will ring simultaneously when this Ring Group is dialed from an extension or at the Auto Attendant.

352.0 Configuring TalkSwitch

2.3.1.7 Music-on-hold

If you wish to have callers listen to music or advertising while they are on hold, you will need to enable Music-on-hold in this tab.

Note: If you connect a music source to the Music jack and do not enable Music-onhold, the caller will hear both music and a beep sound when on hold. Also when the caller makes a selection at the Auto Attendant to go to an extension that has call screening enabled, they will hear both ringing and music.

If you have more than one unit connected to the LAN, you will need to

Networked

provide a music source to all units. A 1/8” audio splitter can usually be obtained at most electronics stores.

For more information on using Music-on-hold, please see section 3.5.

36 TalkSwitch User Manual

2.3.2 Voicemail

This section deals with the internal voicemail system included with TalkSwitch. It allows you to activate Local, Remote and General mailboxes and change global settings to the voicemail system. For details on how to use voicemail, see section 3.4.

2.3.2.1 Local Extension Voicemail

By default, all Local Extensions are activated with the associated voice mailbox. If you want to use this mailbox for informational purposes only and prevent callers from recording messages, then check the 'Play announcement only' box.

Remote Phone Notification:

If you want to be notified at another location when new messages arrive, you can use Remote Phone Notification. Simply enter the phone number of the cell phone or location where you want to be notified.

Notification Settings:

Detailed instructions are provided for how you may want TalkSwitch to handle notification calls being considered successful or requiring another attempt.

372.0 Configuring TalkSwitch

Pager Notification:

Use Pager Notification if youwant to be notified by pager when new messages arrive. Simply activate the feature then enter the pager phone number and the numeric message to be displayed on the pager.

Dial notification phone number…

These parameters control which Hunt Group is used for both the Remote Phone and Pager Notification calls. It also allows you to adjust the number of rings before it will abort the attempt then follow the parameters listed in the next section.

If attempt unsuccessful…

These parameters control how many times TalkSwitch will try to notify the Remote Phone or Pager before it will abort the entire notification attempt. You can also specify the time interval between attempts.

2.3.2.2 Remote Extension Voicemail

Remote Extension voicemail is similar in features to the Local Extension voicemail. If you want to use this mailbox for informational purposes only and prevent callers from recording messages, then check the 'Play announcement only' box.

38 TalkSwitch User Manual

Remote Phone Notification:

Notification Settings:

Detailed instructions are provided for how you may want TalkSwitch to handle notification calls being considered successful or requiring another attempt.

Pager Notification:

Use Pager Notification if you want to be notified by pager when new messages arrive. Simply activate the feature then enter the pager phone number and the numeric message to be displayed on the pager. See following page for screen shot of the pager notification options.

Dial notification phone number…

If attempt unsuccessful…

2.0 Configuring TalkSwitch

2.3.2.3 General Voicemail

General Voicemail is similar in features to both Local and Remote Extension Voicemail. If you want to use this mailbox for informational purposes only and prevent callers from recording messages, then check the 'Play announcement only' box.

Remote Phone Notification:

Notification Settings:

Detailed instructions are provided for how you may want TalkSwitch to handle notification calls being considered successful or requiring another attempt.

Pager Notification:

Use Pager Notification if youwant to be notified by pager when new messages arrive. Simply activate the feature then enter the pager phone number and the numeric message to be displayed on the pager. See following page for screen shot of the pager notification options.

40 TalkSwitch User Manual

Dial notification phone number…

If attempt unsuccessful…

2.3.2.4 Global Settings

Any changes made to Global Settings will affect all system voice mailboxes.

Global Message Waiting Indicator:

This option can be useful if you only use one or a couple of voice mailboxes. Anytime a new message is left in any active voice mailbox, the Power/Data light will pulse very slowly to indicate that there is at least one new message in one of the mailboxes. Once all new messages have been heard, this light will return to the default state of being on solid.

Mailbox Settings:

The first option controls the order that messages are played back when listening to voicemail. The default setting plays messages back starting with

412.0 Configuring TalkSwitch

the newest message and working back to the oldest messages. This setting is convenient since many people store several saved messages and don't want to skip through these messagesevery time they wantto listen to newer messages.

The 2nd control can be adjusted so that you can have the system page or call your remote phone for every new message received in voicemail or only the 1st new message received in voicemail.

Automatically remove blank and short messages:

Enable this option if you tend to get several messages where callers hang up rather than leave messages.The advantage of not clearing the short messages is that employees can listen to the Caller ID information played at the end of the message to identify callers*.

*Caller ID service required from your telephone company.

View Mailbox Data:

Details are provided for each voice mailbox and announcement. This tool is useful for better managing the voicemail resources of the system.

Reset Mailboxes:

Use this feature if for example an employee has left the company and all greetings, messages and settings for a particular mailbox need to be reset. If you need to simply delete a password, use the Voicemail Manager located under ‘Utilities’ in the menu bar.

42 TalkSwitch User Manual

2.3.3 Call Handling

2.3.3.1 Modes

The use of Modesallows you to run differentcall handling configurations at different times. For example, you may want calls handled one way during business hours and another way for non-business hours. Modes can be switched either manually or automatically with the use of Automatic Mode Switching.

Name the modes if desired. The labels will be displayed elsewhere in the configuration software whenever modes are used.

To use the Automatic Mode Switching feature, you must first activate it by clicking 'Use Automatic Mode Switching'. Next, set the start times for each mode. If you want TalkSwitch to change modes more than twice in one day, you can activate up to two extra mode changes for that day.

If you do not want to use Automatic Mode Switching, you can still switch modes manually in the software or through any telephone using touch tone commands. Enter command mode by dialing then your password if required. Next, dial any of the following commands followed by to confirm.

31 Changes TalkSwitch to mode 1 32 Changes TalkSwitch to mode 2 30 TalkSwitch tells you what mode it currently is using

432.0 Configuring TalkSwitch

2.3.3.2 Auto Attendant

The purpose of the Auto Attendant is to greet callers and instruct them as to which number(s) they should press on their telephone keypad to reach a particular extension, person, message, or department. Callers can also directly dial Local Extensions (1xx), Remote Extensions (2xx), Extension Ring Groups (300-309), Voicemail (both leave messages and access messages), access Call Back, access Call Bridge and enter Command mode for making changes to the system configuration.

A total of 9 different Auto Attendants can be recorded or loaded with a combined total time of 25 minutes (shared with voicemail, but can be expanded on the TalkSwitch 48 using TalkSwitch Memory cards). You do not have to use or record all 9 Auto Attendants.

When 2 or more units are networked, they share the same 9 Auto

Networked

Attendants. When an Auto Attendant message is recorded on any TalkSwitch unit, it is automatically copied to all the other TalkSwitch units on the same LAN. This feature helps reduce network traffic and allows any system to continue functioning even if another unit loses power or is disconnected from the LAN.

44 TalkSwitch User Manual

The Auto Attendants can be recorded from any Local Extension or remotely using touch tone commands.

Recording Auto Attendant messages using touch tone commands:

Pick up anyLocal Extension ordial into TalkSwitch and at theAuto Attendant enter command modeby pressing . If youhave the Administrator password

enabled, you need to enter this password. Next, begin entering the proper touch tone commands listed on the next page. After entering a command,

you will need to press to confirm the entry before entering another command or exiting command mode. To exit command mode, press or hang

up.

Auto Attendant Record message Playback message Erase message

1 41 51 041 2 42 52 042 3 43 53 043 4 44 54 044 5 45 55 045 6 46 56 046 7 47 57 047 8 48 58 048 9 49 59 049

Example: Recording and playing back Auto Attendant

1. Press to enter command mode, then dial 4 1 .

2. After the tone, record your Auto Attendant message. Press when you have finished.

3. Press 5 1 to listen to your recording.

Note: If you have the Administrator password enabled, you will need to enter this password after you hit the first time to enter command mode.

Recording Auto Attendants from an out-of-office phone:

1. Dial into TalkSwitch and wait for the Auto Attendant message.

2. Once the Auto Attendant is playing, use the same keypad commands as you would from a TalkSwitch extension (in the 'Recording Auto Attendants using touch tone commands:' section). If you have Password Protection enabled, you will be prompted for your password.

452.0 Configuring TalkSwitch

In the “At the Auto Attendant, perform the following actions:” section:

For each Auto Attendant, you can configurehow you want TalkSwitch to handle calls when a caller selects '0, 1, 2, 3, 4, 5', makes 'no selection' or if a 'fax call is detected'.

If the caller selects ‘0’:

If the caller presses '0' at the specified Auto Attendant, TalkSwitch can perform no action, or, route the call to any Local or Remote Extension, Ring Group, Voice mailbox, Auto Attendant, Announcement or go to the Directory.

If the caller selects'1':

If the caller presses '1' at the specified Auto Attendant, TalkSwitch can perform no action, or, route the call to any Local or Remote Extension, Ring Group, Voice mailbox, Auto Attendant, Announcement or go to the Directory. You may wonder how a caller can press just ‘1’ or dial extension ‘111’ at the Auto Attendant and the system understand what it is supposed to do. TalkSwitch waits 1.5 seconds for another digit after receiving the first digit. If another digit is not received, then TalkSwitch will follow the action set for the digit ‘1’.

If the caller selects'2':

If the caller presses '2' at the specified Auto Attendant, TalkSwitch can perform no action, or, route the call to any Local or Remote Extension, Ring Group, Voice mailbox, Auto Attendant, Announcement or go to the Directory. TalkSwitch waits 1.5 seconds for another digit after receiving the first digit. If another digit is not received, then TalkSwitch will follow the action set for the digit ‘2’.

If the caller selects'3':

If the caller presses '3' at the specified Auto Attendant, TalkSwitch can perform no action, or, route the call to any Local or Remote Extension, Ring Group, Voice mailbox, Auto Attendant, Announcement or go to the Directory. TalkSwitch waits 1.5 seconds for another digit after receiving the first digit. If another digit is not received, then TalkSwitch will follow the action set for the digit ‘3’.

If the caller selects'4':

If the caller presses '4' at the specified Auto Attendant, TalkSwitch can perform no action, or, route the call to any Local or Remote Extension, Ring Group, Voice mailbox, Auto Attendant, Announcement or go to the Directory.

If the caller selects'5':

If the caller presses '5' at the specified Auto Attendant, TalkSwitch can perform no action, or, route the call to any Local or Remote Extension, Ring Group, Voice mailbox, Auto Attendant, Announcement or go to the Directory.

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After the Auto Attendant has finished playing and no selection has been made within x seconds:

If no selection is detected at the specified Auto Attendant, TalkSwitch can route the call to any Local or Remote Extension, Ring Group, Voice mailbox, Auto Attendant, Announcement or simply hang up. This feature is included in case someone does not have a touch-tone phone or if it is a fax call where the calling fax machine does not emit a CNG tone. It can also be used to forward calls immediately after the Auto Attendant answers the call. You willnotice that youcan specify the lengthof time after the Auto Attendant has finished playing before it performs the ‘no selection’ action.

If a fax call is detected:

If TalkSwitch detects a fax call (by CNG detection), it has the ability to route it to a Local or Remote Extension or if you do not want to use fax detection, you can have TalkSwitch perform no action when detecting a fax call.

Fax calls are detected by what's called a CNG tone. If a fax machine sends this tone while trying to establish a connection to a fax machine connected to TalkSwitch, TalkSwitch will handle the call accordingly. Not all fax machines emit a CNG tone, and as a result TalkSwitch will not be able to detect the fax call and route it to the fax machine. To guarantee the reception of every fax, we recommend the use of a ‘Distinctive Ring Number’ added to one of your lines for fax calls. TalkSwitch can then handle every fax call consistently.

The digits 6, 7, 8 and 9 are not available as programmable options since they are used for other system features:

If 6 is dialed:

If you press ‘6’ at the Auto Attendant, you will be able to configure and use Auto and Prompted Call Back. See section 2.3.4 for more details about configuring Call Back and section 3.7.2 for details on how to use Call Back.

If 7 is dialed:

This digit is used to precede PBX extensions of another Centrex or PBX system. If TalkSwitch is not connected to another system, then you need not worry about this setting. If TalkSwitch is connected to a PBX system, then see section 2.3.5.4 for more details.

If 80 - 88, or 9 is dialed:

If you press ‘80 - 88 or 9’ at the Auto Attendant, you will access Call Bridge if it has been permitted. See section 2.3.4.3 for more details on configuring Call Bridge and section 3.7.1 for details on how to use Call Bridge.

472.0 Configuring TalkSwitch

Utilities for Auto Attendants:

Record Instructions

Selecting this button displays a dialog box showing the instructions on how to record and playback an Auto Attendant using a telephone. No adjustments are required for the recording volume as TalkSwitch automatically adjusts the recording volume for optimal recordings. If you find that the playback of your Auto Attendant messages are too low, you can adjust the playback volume on the Audio Controls page located under ‘Options’.

Load Auto Attendant

Selecting this button displays a dialog box with instructions on how to load an Auto Attendant using a pre-recorded wav file. If you want to have Auto Attendants professionally recorded, make sure you specify that the files need to be 8KHz, 8bit, mono, and saved as a mu-law format wav file.

Erase Instructions

Selecting this button displays a dialog box showing the instructions on how to erase an Auto Attendant using a telephone. It is a good idea to erase any unused Auto Attendants since they share the same memory as voicemail.

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View Auto Attendant Memory Usage

Selecting this button displays the amount of time used by all of the Auto Attendants. This feature helps you keep track of memory usage as you may have unused Auto Attendant messages that can be deleted to free up more memory.

2.3.3.3 Telephone Lines

This section deals with how TalkSwitch will handle incoming calls based on the incoming line and ring cadence (distinctive ring numbers).

492.0 Configuring TalkSwitch

First select a line to configure then the appropriate mode you want TalkSwitch to use these settings. If you entered the phone number in the Telephone Lines section under System Information, then the number will appear on the corresponding button.

Play Auto Attendant:

If you wish to have the Auto Attendant answer calls to give callers options, select the appropriate Auto Attendant and number of rings before the Auto Attendant answers . The callerwill always hear one more ring than the numberof rings you select since TalkSwitch uses the first ring to determine the ring type and support Caller ID information.

Ring extensions only (no Auto Attendant is played):

If you don’t want the Auto Attendant to answer calls on this line, then select this option. By default all the Local Extensions are set to ring immediately during an inbound call. If you select this option, no Call Cascade actions can be performed. If you requirea ‘fall through’sequence such as going to a voicemailbox, you can configure this line to have an Auto Attendant answer after X rings then perform an action configured for that Auto Attendant.

If you call in on any line, TalkSwitch will answer after 15 rings with a generic Auto Attendant so that you can still access the system to make configuration changes, change modes, access voicemail, or dial extensions.

VVVVooooiiiicccceeeemmmmaaaaiiiilllleeeexxxxaaaammmmpppplllleeee::

You don’t want an Auto Attendant to answer, but calls to simply go to a particular voice mailbox.

Solution: Set Auto Attendant9 to answer callsafter ‘x’ number ofrings, and select the extensions you want to ring before the Auto Attendant answers. Next, configure Auto Attendant 9 as follows:

1) Make sure nothing has been recorded for Auto Attendant 9. At internal dial tone, you can dial<#+(password if required) 049# > to ensure nothing is there.

2) Configure the ‘If no selection is made after ‘x’ seconds’ option to go to the voice mailbox you desire and select ‘0 seconds’ for the timing.

Now when callers call in and you don’t answer within the number of rings programmed, the call will be answered by Auto Attendant 9. Since nothing has been recorded, the call will immediately go to the specified voice mailbox. Be as creative as you like!

(See the previous section for details on configuring Auto Attendants)

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The next section controls how the extensions will ring before the Auto Attendant answers the call.

• If you have chosen the Auto Attendant to answer calls immediately, this section does not require configuration and will be greyed out.

• If the Auto Attendant is set to answer after 1 or more rings, then you can configure when specific extensions will ring before the Auto Attendant answers.

• If no Auto Attendant is chosen to answer on the specified line, then you can configure when specific extensions will ring (up to 9 rings).

Extensions to ring on an incoming call (before Auto Attendant answers):

Select the Local Extensions you would like to ring before the Auto Attendant answers. By default, allactivated Local Extensions willring. If you requirecertain extensions to ring in a sequence, i.e. one extension rings first, then another on the 2nd ring, click the “Adjust Sequence” button to configure.

Remember: Callers will only be directed according to settings for an Auto Attendant first. Calls will not follow the Call Cascade settings of any of the Local Extensions programmed to ring before the Auto Attendant answers.

Adjust Sequence:

This section controls how the extensions will ring before the Auto Attendant answers the call.

• If you have chosen the Auto Attendant to answer calls immediately, this section does not require configuration and will be greyed out.

• If the Auto Attendant is set to answer after 1 or more rings, you can then configure when specific extensions will ring before the Auto Attendant answers.

• If no Auto Attendant is chosen to answer on the specified line, then you can configure when specific extensions will ring up to 9 rings. Remember thatno calls will go to voicemail unless you first have an Auto Attendant answer.

2.3.3.4 Local Extensions - Call Cascade

This section configures the incoming Call Cascade options for the Local Extensions. The Call Cascade routing options are only engaged if the extension is chosen from the Auto Attendant or if a call is manually transferred to the extension. Once a call enters an extension’s Call Cascadesequence, the extension “owns”the call. Itwill not follow any other extension’s options even if chosen in the Cascade sequence - what you see in an extension’s Cascade sequence is exactly what you will get. You can set up the Call Cascade sequences differently for both scheduling modes (the scheduling for these modes are set up on the Modes tab).

512.0 Configuring TalkSwitch

Even if a call is manuallytransferred to a Local Extension and that extensionis busy, TalkSwitch will follow the Call Cascade options for that extension.

For Local Extensions, there are 4 different 'Call Cascade' situations; Busy at extension, No answer at extension, Answer at extension(routing when a call is rejected) and Do not Disturb (when turned on at an extension). For each of these situations, you can control how and where you want the incoming call to the extension handled with up to 3 'cascade' destinations available.

1. Busy at extension - routing options when this extension is busy Cascade options include forwarding calls to a Local Extension, Remote

Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant, play busy tone (for example: used if a fax machine is at the extension), queue caller, or hang up. For more information on these features, see chapter 3.0 - Using TalkSwitch.

2. No answer at ext. - routing options when this extension does not answer

after a specified number of rings.

Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant or keep ringing.

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3. Answered at ext. - routing options when this extension 'rejects' a screened

call.

Selecting 'play caller’s name first' will prompt callers, when they choose this extension at the Auto Attendant, to record their name. When you answer the call at the extension, it will announce the caller (by playing their recording), at which time you can choose to accept the call by pressing or reroute the call to the Cascade options on this tab by either hanging up or pressing . Routing options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant or hang up. Inthe case where ‘hang up’ isselected, TalkSwitch will first play the following prompt before hanging up: “I’m sorry, that extension is unavailable at this time. Please try again later.”

4. Do not Disturb - routing options when this extension has engaged the 'Do

not Disturb' feature

The Do not Disturb feature is toggled on or off by dialing 62 from a Local Extension handset. Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant or hang up. When Do not Disturb is enabled, you will hear “Do not disturb on” before the dialtone as a reminder since no calls will ring through to your extension. You may still dial any digits during this prompt.

In the Cascade sequence, only choosing an extension (Local, Remote or Ring Group) will allow you to choose an option in the next line. Any other selection is considered an end-of-call option. Note as well that the last line in the Cascade sequence only allows the choice of an 'end-of-call' option. This is done so the chance of a caller being “looped” within the system is removed.

Adding selections to a Call Cascade that are not yet configured:

If while configuringthe Cascade sequence you require a LocalExtension, Remote Extension, Ring Group, Voice mailbox or Announcement that has not been activated as yet, you can easily add the required selection by choosing 'new'. If chosen, a screen will appear (depending upon which type is chosen). Simply fill in the required information to add the new option to the selectable list.

The information given in the 'Add new...' screens will be reflected within their respective sections. For example, if you add a new Remote Extension (let’s say 211), when you go to the Remote Extensions section you will see that extension 211 has the information previously filled in the 'Add new Remote Extension' screen. You will also note that not all the information displayed in the extension tabs are available in the 'Add new...' screens. This is because only the information that effects the original extension’s Call Cascade functionality is offered.

532.0 Configuring TalkSwitch

2.3.3.5 Remote Extensions - Call Cascade

This section allows you to configure the incoming Call Cascade options for the Remote Extensions. The Call Cascade routing options are only engaged if the extension is chosen from theAuto Attendant or if a callis manually transferred to the extension. Once a call enters an extension’s Call Cascade sequence, the extension “owns” the call. It will not follow any other 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 will 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 incoming call to the extension handled with up to 3 'cascade' destinations available.

1. Busy at extension - routing options when this extension is busy Cascade options include forwarding calls to a Local Extension, Remote

Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant, play busy tone or hang up. If voicemail or a phone company prompt answers calls when your cell phone is busy, you may want to consider using the ‘Play accept/reject prompt’ option under the Answered at ext. tab.

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2. No answer at ext. - routing options when this extension does not answer

after a specified number of rings.

Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement or Auto Attendant, keep ringing or hang up. If you have cell phone voicemail or a phone company message that answers after a specified number of rings, and you want the calls redirected to TalkSwitch voicemail, please ensure you set the number of rings for this extension to a number less than the cell phone company voicemail or system prompt.

3. Answered at ext. - routing options when this extension 'rejects' a call.

With Remote Extensions you have the choice between two different Call Screening methods, 'play accept/reject prompt' and 'play caller’s name first'. ‘Stay connected’ is the default setting which means that as soon as the remote phone number is dialed, the call is connected. Selecting 'play accept/reject prompt' will prompt the Remote Extension when answered by stating “This is call forward”. Selecting 'play caller’s name first' will prompt callers to announce their name. When you answer the call at the extension, it will announce the caller (by playing the recorded name). After hearing either message, the Remote Extension can choose to accept the call by pressing or reroute the call to the Call Cascade options on this tab by either hanging up or pressing . Routing options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant or hang up.

If you select ‘stay connected’ you will notice that the Call Cascade options are greyed out. TalkSwitch can only control forwarded calls when prompting is enabled. Also, if you use one of the prompted methods for this Remote Extension, have Music-on-hold enabled, and are not using 3-way calling to forward calls to this Remote Extension, the Call Cascade will be seamless to the caller as they will only hear music throughout the entire process of trying to locate you.

If a call is forwarded to a Remote Extension from a Call Cascade sequence and has either ‘play caller’s name first’ or ‘play accept/reject prompt’ enabled, the Remote Extension will hear “This is Call Cascade...” instead of “This is Call Forward...”. This is done so that you know when the call is rejected, it will send the caller to the next Call Cascade option of the extension that forwarded the call and not follow the Remote Extension’s ‘Answer at ext.’ Call Cascade options.

552.0 Configuring TalkSwitch

2.3.3.6 Extension Ring Groups - Call Cascade

The following section configures the incoming call routing options for Ring Groups. The Call Cascade routing options are only engaged if the Ring Group has been chosen from the Auto Attendant or ifa call has beenmanually transferred to theRing Group. Once a call enters a Ring Group’s Call Cascade sequence, the Ring Group “owns” the call. It will not follow any other extensions options even if chosen in the Call Cascade sequence - what you see in a Ring Group’s Call Cascade sequence is exactly what you’ll get.

For Ring Groups, thereare 3 different CallCascade options. For each of these options, you can control how and where you want the incoming call handled with up to 3 'cascade' destinations available. You can set up the Call Cascade sequences for both Modes (the scheduling for these modes are set up on the Modes tab).

1. Busy at extension - routing options when all the extensions in the Ring

Group are busy

Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant, play busy tone, queue caller or hang up.

2. No answer at ext. - routing options when all the extensions in the Ring

Group do not answer after a specified number of rings.

Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant, keep ringing or hang up.

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3. Answer at ext. - routing options when any of the extensions in the Ring

Group 'rejects' a screened call.

Selecting 'play caller’s name first' will prompt callers (when they choose this Ring Group at the Auto Attendant) to record their name. When you answer the call at a Ring Group extension, it will announce the caller (by playing their recording), at which time you can choose to accept the call by pressing

or reroute the call to the Cascade options on this tab by either hanging up

or pressing . Routing options include forwarding calls to a Local extension, Remote Extension, Extension Ring Group, built in Voicemail, Announcement, Auto Attendant or hang up.

2.3.4 Call Back / Call Bridge

Working together, Call Back and Call Bridge act as your personal long distance operator. Whether you are across town or around the world, you can place calls from your home/office telephone line(s) accessing your long distance savings plan. Call Bridge allows you to place calls from your office telephone lines when you are not in the office. You can make a direct call to TalkSwitch, activate Call Bridge and enter the telephone number you want to dial. TalkSwitch dials the number from your home/office telephone lines and connects the two calls together (the call you made to TalkSwitch and the call TalkSwitch made from your home/office to the dialed party).

Here is how it works:

SSSStttteeeepppp1111::::Call your TalkSwitch

telephone number to activate Call Back, then hang up.

SSSStttteeeepppp2222::::TalkSwitch calls you back

within 10 seconds. You answer and accept Call Back. Your Auto Attendant will play or if you have none recorded, the TalkSwitch message will play.

572.0 Configuring TalkSwitch

SSSStttteeeepppp3333: You can now access any

TalkSwitch extension, voice mailbox or use Call Bridge to make calls around the globe just as if you were sitting in your own office.

There are two ways to activate Call Back:

1. Auto Call Back - Auto Call Back is immediate and eliminates the initial long distance call charge required to activate Call Back. When using Auto Call Back, all the Call Back settings must be pre-configured before Call Back is activated. To use Auto Call Back activation, simplydial your home/office telephone number, let the call ring twice and then hang up. Call Back is instantly activated!

2. Prompted Call Back - Prompted Call Back offers the convenience of entering or changing your Call Back telephone number and message each time Call Back is activated. To use Prompted Call Backactivation, simply dial your home/office telephone number. When the Auto Attendant answers your call, you dial ‘6’ to access the Call Back settings through a series of prompts which allow you to:

a) Enter the telephone number where you would like TalkSwitch to

call you.

b) Record an 'Announced' message if required. Call Back will be

activated right afteryou initiate Prompted CallBack and hang up. It is important to remember that a small initial long distance charge will be incurred at your current location when activating Prompted Call Back.

By default, Prompted Call Back is not activated in the TalkSwitch configuration. You will need to activate Prompted Call Back before you can use this feature.

The call back out of the system to the number programmed always uses the same line that was dialed.

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2.3.4.1 Auto Call Back

There are 4 Auto Call Back numbers that can be configured. Choose an Auto Call Back to configure and then activate it.

Number to call back:

Enter the CallBack number. This phone numbershould be entered exactlyas you would normally have to dial the number from this line (i.e. do not enter a Line Hunt Group in the dialing string).

Use dialing prefix:

If you usually have to dial the same prefix when using Auto Call Back (for example a long distance calling card number), you may want to enable 'Use dialing prefix with Call Back number'. Enter the dialing prefix including any

required pauses or feature keys such as or . The corresponding key for inserting a 2-secondpause is the comma.For example, ifyou want to disableCall Waiting and want to dial a long distance prefix before dialing the long distance number you could enter the following:

*70,1010555,, This corresponds to 70 for disabling the Call Waiting feature, a 2 second pause to wait for the new dialtone, then 1010555 for the long distance prefix, and a 4 second pause to wait for the new dialtone before dialing the actual long distance phone number.

In essence this saves you the hassle of having to always enter the same prefix every time you want to set up an Auto Call Back phone number.

592.0 Configuring TalkSwitch

Number used to trigger Auto Call Back:

Select the line/phone number when out of the office that you will be dialing to trigger this Auto Call Back. TalkSwitch will initiate the Call Back using the same line you initially called. You can make configuration changes to this Auto Call Back by dialing into this phone number only.

Use Password on Call Back:

This option is designed to give you security and to restrict who can use this particular Call Back number. Simply fill ina4to8digit password for the Call Back. When TalkSwitch calls you back, you will be prompted to input the password to accept Call Back to access Call Bridge or any TalkSwitch extension.

Use Announced Message:

This option is recommended if the number TalkSwitch will be calling back corresponds to a hotel or a location where somebody else will be answering the call. The Announced Message option allows you to record a message that will be played when the call is initially answered during a Call Back. For example, you may want to say "Please transfer this call to Bob in room 307". When the hotel receptionist gets the Call Back and hears this message, they will know to transfer the call to your room.

The Announced Message can be recorded using an extension handset or remotely when you access Call Back from the Auto Attendant. The Record message button gives the instructions to record the message. They are as follows:

Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the specific Auto Call Back Announced Message:

1) Press to enter command mode. If required, enter the password.

2) Next, enter the appropriate command as listed below. After each command, press to confirm the entry.

There are 4 Auto Call Back accounts per TalkSwitch. If you need to record

Networked

an Announced Message for a particular Auto Call Back account, this needs to be done on the same TalkSwitch unit as the account.

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Auto Call Back Recording Playback

16171 26272 36373 46474

If you need to configure and/or record an Announced Message from a remote location and do not have the Auto Attendant set to answer this Call Back line, you can call your Call Back number and let it ring 15 times. A generic Auto Attendant will answer and you can configure Call Back by pressing 6.

Allow Call Bridge:

To allow Call Bridge after a Call Back has been accepted, check the Allow Call Bridge box. You may also restrict the Hunt Group access using Call Bridge from this Call Back by choosing the Hunt Group Access button. By default, Call Bridge is enabled when Call Back is activated. You will not be prompted for another password when you choose a Hunt Group at the Auto Attendant.

When entering a Call Back phone number using a telephone, you can enter special characters using a special prefix. The default prefix is the key. To enter a in a dialing string you will need to dial , for a 2 second pause dial 0, and for a

, dial . When you have completed the entire dial string you need to dial .

2.3.4.2 Prompted Call Back

If you are travelling to a location where you do not yet know the phone number, you can use Prompted Call Back to save on your long distance charges. For details on using Call Back, see section 3.7.2.

612.0 Configuring TalkSwitch

Number to call back:

This phone numbershould be entered exactlyas you would normally have to dial the number from this line(do not enter a Line HuntGroup in the dialing string). TalkSwitch will Call Back out on the same line the call originated.

When you access Prompted Call Back from out of the office, you may change this number before initiating Prompted Call Back. This is the benefit of Prompted Call Back

- you do not need to preset the number before you leave the office.

Use dialing prefix with Call Back number:

If you usually have to dial the same prefix when using Prompted Call Back (for example a long distance calling card number), you may want to enable 'Use dialing prefix with Call Back number'. Enter the dialing prefix including any required pauses or feature keys such as * or #. The corresponding key for inserting a 2-secondpause is the comma.For example, ifyou want to disableCall Waiting and want to dial a long distance prefix before dialing the long distance number you could enter the following:

*70,1010555,, This corresponds to 70 for disabling the Call Waiting feature, a 2 second pause to wait for the newdialtone, then 1010555 for the long distance prefix, and a 4 second pause to wait for the new dialtone before dialing the actual long distance phone number.

In essence this saves you the hassle of having to always enter the same prefix every time you want to set up a Prompted Call Back phone number.

, dial . When you have completed the entire dial string you need to dial .

Use password on Call Back:

This option is designed to give you security and to restrict who can use Prompted Call Back. Simply fill ina4to8digit password and when TalkSwitch calls you back, you will be prompted to input the password to accept Call Back to access Call Bridge or any TalkSwitch extension.

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Use Announced message:

As was described in the Auto Call Back section, this option is recommended if the number TalkSwitch will be calling back corresponds to a hotel or a location where somebody else will be answering the call. The Announced message option allows you to record a message that will be played when the call is initially answered during a Call Back. For example, you may want to say "Please transfer this call to Bob in room 307". When the hotel receptionist gets the call and hears this message, they will know to transfer the call to Bob’s room.

Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the Prompted Call Back Announced Message:

1) Press to enter command mode. If required, enter the password.

2) Next, enter the appropriate command as listed below. After each command, press to confirm the entry.

To record message: 65

To playback message: 75

Allow Call Bridge:

The call back number shown will always be the last number TalkSwitch dialed in the last Prompted Call Back session.

632.0 Configuring TalkSwitch

2.3.4.3 Call Bridge

Call Bridge is a useful feature for saving money while using Call Back or on it’s own to avoid inflated long distance rates such as with cell phones.

How to use Call Bridge:

1. Call into TalkSwitch from any out-of-office telephone.

2. At the Auto Attendant message, dial the Hunt Group you know you have the account password for, (let’s say it’s 9 - the default) you will then be prompted for the account password.

3. You dial the password and then the key to access a TalkSwitch telephone line.

4. At this point you can dial a number as though you were sitting in the office.

There are four Call Bridge accounts activated by passwords. Each account can be configured to allow access to certain Hunt Group(s) when using Call Bridge. To activate an account, check the ‘Activate Call Bridge’ box and fill ina4to8digit password. Next, select ‘Hunt Group Access’ and assign the Hunt Groups you want to make available for this account.

Call Bridge account passwords are only valid when using Call Bridge by itself, not when used in conjunction with Call Back.

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2.3.5 Options

2.3.5.1 Administrator Password

This tab allows you to set up the Administrator password for TalkSwitch. The Administrator password gives access to all configuration options. The password that is entered here will be used at configuration start-up and through DTMF configuration.

Administrator password:

Toactivate the useof an administrator password, entera4to8digitpassword and then confirm the password. Next, click the ‘Verify Password’ button to have the software validate the password. The password can only contain numbers since it is also used to gain access to the system using a touch tone phone.

If there is a problem with the password, you will need to re-enter the password and then confirm it. If you do not want a password or want to delete the existing password, simply clear the password field and click ‘Verify Password’. TalkSwitch will no longer require a password for configuration.

If the administrator forgets their password, the only option to gain access to the configuration settings is to contact Centrepoint Technologies.

652.0 Configuring TalkSwitch

2.3.5.2 Audio Controls

This section deals with the adjustment of volume and system gain controls. All the controls on this page update TalkSwitch in ‘real time’. This allows you to adjust levels during a conversation without having to first save the configuration to TalkSwitch.

Message Volumes:

If you need to increase or decrease the playback volume of the system prompts and recordings, you can use both the Internal and External volume controls on this page. Internal refers to prompts and messages heard at the LocalExtensions, and External refers to prompts and messages heard from an outside line.

Line Amplification:

If you need to increase or decrease the volume of conversations through the system, you can adjust the gain for each line individually. By default, the settings compensate for any loss created by TalkSwitch and a portion of the loss created by your lines. If you have problematic lines or high loss lines, you may need to further increase the gain for each line. We recommend that you adjust the gain for each line separately as the characteristics of each line may vary.

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Line Bridge Amplification:

This section deals with the volume of conversations when bridged across two lines. This includes calls forwardedto Remote Extensions, Conferenced calls, and Call Bridge. Before you use these features, we recommend that you first calibrate your lines. If you need to make adjustments after the calibration, you should adjust the levels during a ‘forwarded’ or ‘bridged’ conversation to ensure that calls do not become distorted or sound unnatural.

2.3.5.3 Manual Transfer

This section deals with actions TalkSwitch makes when calls are transferred manually.

Transferring a caller to a Local Extension:

When performing this action, in the case ofthe extension not answering or being busy, you have the choice of TalkSwitch either ringing back the extension that transferred the call or performing the “no answer” or “busy” action of the extension that the call was intended for.

You also have the choice to adjust this setting for both the Remote Extensions and Extension Ring Groups. Any changes made in this section affect the entire system.

672.0 Configuring TalkSwitch

Transferring from a Home phone:

You cantransfer a callfrom a phoneconnected in parallel toone of theincoming TalkSwitch lines (Home phone) to a Local or Remote Extension, Extension Ring Group, an Announcement, or a Voice mailbox. This section allows you to choose which transfer prefix you would like to use to perform the action. The transfer prefix ‘wakes up’ TalkSwitch and can be considered the equivalent of the Flash or

Link action at a Local Extension. By default the prefix is .

Example: Let’s say you receive a call on a phone in your home that is not an extension of TalkSwitch and you want to transfer the caller to Remote

Extension 215. You would then dial , wait for the ‘double beep’ then dial 215 and hang up. TalkSwitch will now handle the call. For more details, see section 3.2.8.

2.3.5.4 Miscellaneous

All of the following options affect TalkSwitch as a system. Adjust them according to your needs.

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Caller in queue reminder

When a caller is in queue at an extension which is off-hook, a reminder tone is played at the extension to let them know they have a caller in their queue. This option allows you to turn off this function.

Call Back ring return

You can adjust the number of rings during a Call Back session before TalkSwitch disengages the Call Back (i.e. hangs up). Depending upon the situation you may want to give yourself more time to pick up and accept theCall Back by increasing the number of rings.

If being used with another PBX

This feature can only work with PBXs that use "flash-hook" as a transfer method. Please contact your PBX manufacturer for transfer details.

PBX extension length:

If TalkSwitch is being 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 pass on to the PBX to complete the transfer.

Setting up TalkSwitch behind an existing PBX:

1. Connect the PBX extension to one of TalkSwitch’s Line jacks. You may do this with all your TalkSwitch lines (1 PBX extension per line) depending upon how many Auto Attendant ports you would like on the PBX.

2. Configure your PBX on incoming calls to ring the extensions you have allocated to the TalkSwitch Lines.

3. Configure TalkSwitch’s Auto Attendants to answer at which ring (answer immediately is used most commonly).

4. Record your Auto Attendants. The Auto Attendants should indicate that the digit '7' with the PBX extension should be dialed.

Example: If you have chosen the PBX extension length to be 3 digits (and let's say John Doe's extension is 111 on the PBX), the Auto Attendant should say "To speak with John Doe, press 7111…". Now when 7111 is dialed, TalkSwitch puts the caller on hold and transfers the caller to extension 111.

692.0 Configuring TalkSwitch

Internal clock setting:

TalkSwitch can obtain time information from Caller ID for it’s internal clock. If you have indicated that you do have Caller ID on any of the lines, this option defaults to the active position. If it is de-activated, TalkSwitch can obtain it’s time information from the time and date set in the ‘Mode’ tab under Automatic Mode Switching. TalkSwitch’s clock information is used for Automatic Mode Scheduling and for internal Caller ID information when intercom calls are placed in the office.

Internal Caller ID options:

TalkSwitch has the ability to generate name and number Caller ID to each extension during intercom calls. If your Caller ID unit/telephone does not support the name option, you can choose to have TalkSwitch send the number only.

Prompt function key options:

Some phone cards andphone services use differentkeypad digits for some of their features. Four options aregiven to allow flexibilitywith other systems. Ifrequired, choose an option that best suits working with your phone card or phone service. You can use these prefixes for entering phone numbers when calling into TalkSwitch and using Call Back and Call Bridge using 3-way calling.

The following describes how to input special prefixes depending upon which key is used.

When using the key: When using the key:

== 0 = 2 second pause 0 = 2 second pause 1 = Wait for dial tone 1 = Wait for dial tone

Example: You want to change the Prompted Call Back phone number remotely and the special prefix key is the key. After you dial into TalkSwitch and press

‘6’ for Call Back, you go into the options for Prompted Call Back and select to change the phone number. When prompted to enter the phone number, you enter:

This tells TalkSwitch that you want it to dial:

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70 018005551212

70 (2 second pause) 1-800-555-1212

Audio output options:

The following controls can be used for various reasons including demonstrating TalkSwitch and screening callers using Voicemail. By default the system is set to play only PA announcements through the PA output when 0 is dialed at a Local Extension.

If you area single personoperation and wouldlike to screenall voicemail messages being left on TalkSwitch, you can connect a speaker to the PA output and select ‘Play Voicemail prompts and recordings through PA’. When a caller goes to voicemail, you will hearyour greeting and the callerleaving a message. Ifyou wish to interrupt and speak to the caller, dial 9 from any Local Extension.

2.3.5.5 Troubleshooting

The following controls should not be changed unless you are familiar with the effect they will have on TalkSwitch’s operation. If your system does not appear to be functioning properly, please contact your reseller for assistance.

712.0 Configuring TalkSwitch

Flash Lengths

Accepted Flash Length:

These options control the allowable Flash length from a Local Extension that TalkSwitch will consider to be an intentional Flash. The range can be adjusted to accept anything from 50ms to 1 second. The default range for accepting a Flash signal at a Local Extension is between 200 ms and 800 ms. Most phones emit a 300 ms Flash signal when the ‘Flash’ or ‘Link’ button is pressed.

Transmitted Flash Length:

This option controls the transmitted Flash length from TalkSwitch to the Telephone Company lines. TalkSwitch emits a Flash when forwarding or bridging calls using the 3-Way Calling/Conference or Centrex Transfer service, or when transferringcalls through an existingPBX system. The valuecan be adjusted from 50 ms to 900 ms. The default setting is400 ms. If you notice that you are having problems with any of the TalkSwitch features that use 3way calling, you may want to experiment with this value.

Double Flash time:

When two flashesare detected, TalkSwitch needs to calculatethe time betweenthe flashes to establish if they wereintended to propagate a flash at the COor if it was the intention to place a caller on hold then quickly retrieve them. The Double Flash time valuessignify the maximum timebetween two flashes that TalkSwitch will recognize as an intended flash to the CO. When two flashes are detected with a time gap larger than the value displayed, no flash will bepropagated at the CO. The value can be adjusted from 200ms to 2000ms with the default set at 1200ms.

3-Way Calling wait time:

This option adjusts the time required between flash hook and a dial string. Some telephone company 3-Way Calling/Conference services require different time allowances after the flash signal to re-establish dial tone. The default time is 2 seconds so that TalkSwitch can let the lines settle after going off hook before sending the DTMF digits.

Direct line access and modems:

Some modems emit a flash signal when going off hook. If this occurs in unison with direct line access, the modem can potentially put the outside line “on-hold” when going off-hook. By activating this option, TalkSwitch captures and ignores the first flash signal thus avoiding potential problems.

Non-detection of disconnect-clear:

This option controls the length of time when TalkSwitch will "drop" a line when silence is heard. This safeguard is veryuseful when a telephoneline does not send out the disconnect-clear signal that tells TalkSwitch the call is finished.

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Auto Attendant Adjustments:

Since TalkSwitch allows callers to dial 100, 200 and 300 series extensions and also allows fall through options for the single digits 1, 2 and 3 at the Auto Attendant, there needs to be a time limit placed on how much longer after the first digit ispressed that TalkSwitch will waitfor another digitbefore following the single digit option configuredfor that particular AutoAttendant. There are 3ways to make use of this control. You should be careful not to isolate your callers from having both choices as listed in (1).

1) With the current setting, callers can dial any Local Extension (1xx), Remote Extension (2xx), or Ring Group (3xx) as long as the second digit is pressed within 1.5 seconds of pressing the first digit. Callers can also press just 1, 2, or 3 for options andwhen TalkSwitch detects no seconddigit within 1.5seconds, it will follow the programmed option for that Auto Attendant.

2) If you don’t want to use the options 1, 2, and 3 for any of the Auto Attendants, you can set the option to ‘4 seconds’. This pretty much guarantees that callers will have 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 digit options, set this value to ‘immediately’. As soon as TalkSwitch detects the first digit, it willfollow the specified option for that Auto Attendant.

Ring Patterns:

This option allows you to check the ring pattern of your Telephone Company lines. When you activate this feature, you will need to call into any of the lines connected to TalkSwitch and let it ring at least 3 times before the Auto Attendant answers the call. After TalkSwitch captures 2 ring patterns, the information will be displayed in a dialog box. Please take note of this information and pass it along to Centrepoint Technologies support if you are having problems with TalkSwitch answering the lines and playing the Auto Attendant.

Echo Suppression:

This option only applies when 2 or more units are networked together on a LAN. This feature improves echo related issues that can arise with certain line conditions. If you notice echo related symptoms on some calls, it may be that these calls are originating from another unit on the LAN and the line conditions at your location require echo suppression. The echo suppression uses a half duplexing feature to handle the echo. With half duplex calls, only one side of the call can talk at a time. If you encounter problems with 'double talk' - people trying to interrupt each other - which can disrupt the echo suppression, you can try disabling the echo suppression to see if this resolves the problem.

Networked

732.0 Configuring TalkSwitch

Using

TalkSwitch

3.1 In the Office - Receiving Calls with or without the Auto Attendant

3.1.1 Receiving calls using the Auto Attendant

If you don’t have a receptionist, then using the Auto Attendant will help you handle all your inbound calls and help improve your corporate image. Once it has been configured and its messages have been recorded, that's it! The Auto Attendant takes care of the rest. It will follow whatever instructions (configuration) it was given. For details on configuring the Auto Attendants, see section 2.3.2.2. For details on configuring TalkSwitch to answer calls using Auto Attendants, see section 2.3.2.3.

When calls are answered by an Auto Attendant, callers can dial any Local Extension (1xx), Remote Extension (2xx), Extension Ring Group (300 - 309), choose options 0, 1, 2, 3, 4, 5 if configured to perform specific actions, dial voicemail direct ( + mailbox), send faxes, or remain on the lineto follow an action programmed for that Auto Attendant. TalkSwitch owners and employees can also access other options at the Auto Attendant including Call Back (dial 6),Call Bridge (dial 80- 88, 9), retrieve voicemail (dial + mailbox), enter command mode to make system changes (dial ). All of these features can be password protected to eliminate system tampering from outside users.

If you subscribe toCaller ID service, youmay want to setthe Auto Attendant toanswer after at least 1 ring to give TalkSwitch a chance to capture the Caller ID information. All calls ring at least one more time than what’s listed for the configuration in the Telephone Lines section under Call Handling. TalkSwitch ‘absorbs’ this first ring to determine the ring pattern of the inbound calls so that this same ring pattern can be duplicated to the Local Extensions.

753.0 Using TalkSwitch

3.1.2 Receiving calls without the Auto Attendant

If you choose not to use the Auto Attendant to answer calls, please note that the Call Cascade options for the Local Extensions will not be engaged. In order for any Call Cascade sequence to work, the Auto Attendant must first answer the call. For details on configuring TalkSwitch to ring specific extensions during inbound calls, see section 2.3.2.3. Once calls have been answered at a Local Extension, they can be transferred to any extension or voice mailbox. See section 3.2 for more details.

3.2 In the Office - Making and Receiving Calls

3.2.1 Making calls from a Local Extension

Placing Intercom calls from one Local Extension to another Local Extension, Remote Extension or Extension Ring Group:

You can place intercom calls from one Local Extension to another Local Extension, Remote Extension or Extension Ring Group by simply picking up the extension's handset and dialing the number of the extension with which you wish to intercom. An Intercom call can be identified by a unique ring cadence (2 short rings) except in the case of a Remote Extension Intercom call where the phone will ring as usual or if a Ring Group has selected a different ring cadence other than 'normal'. IIIInnnntttteeeerrrrccccoooommmmccccaaaallllllllssssddddoooonnnnoooottttffffoooolllllllloooowwwwCCCCaaaallllllllCCCCaaaassssccccaaaaddddeeeesssseeeeqqqquuuueeeennnncccceeeessssoooofffftttthhhhee

eeeexxxxtttteeeennnnssssiiiioooonnnnssss....CCCCaaaallllllllCCCCaaaassssccccaaaaddddeeeeiiiissssoooonnnnllllyyyyffffoooolllllllloooowwwweeeeddddaaaafffftttteeeerrrrtttthhhheeeeccccaaaallllllllhhhhaaaassssbbbbeeeeeeeennnnttttrrrraaaannnnssssffffeeeerrrrrrrreeeedddd..

Placing '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 internal dial tone.Restrictions to specific Line Hunt Groups canbe configured per extension. Your extension can also be configured to Directly Access a specific line (i.e. when a handsetis picked up, you willhear the Telephone Company dial tone (not TalkSwitch's) and can dial an outside telephone number as usual).

If you have Direct Line Access enabled for a Local Extension, you will need to dial ‘Flash’ before dialing any extensions, accessing voicemail or other system features.

3.2.2 Receiving calls at a Local Extension

To receive calls at a Local Extension, simply pick up the extension's handset when the extension rings. If the call went through the Auto Attendant to the extension and it has call screening enabled (configured on the Local extension and Ring Group

pages), you havethe choice ofaccepting the callby pressing or, re-routingthe call to it’s ‘Answer at ext.’ Call Cascade options by pressing or hanging up.

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Call Pick Up/Call Grab:

To intercepta call that is ringing on any other Local Extension before or after the Auto Attendant has engaged, pick upyour handset and at the TalkSwitch internal dial tone, dial 9. This will route the call to your Local Extension.

To "Grab"a call ringing specifically at another extension before or after the Auto Attendant has answered, dial 7 + the extension number (ie. 7112 to grab a call ringing at extension 112). If you are in the middle of a call and want to connect to another caller calling in, press ‘flash’ to place the first caller on hold, then dial 9 or 7 + <ext.> to connect to the second caller. Once you are finished the second call or you would like to return to the first caller, press 'flash' '7'.

3.2.3 Placing calls on Hold at a Local Extension

To Place calls on hold:

To place callers on hold, press 'flash'. Follow the same procedure to take callers off immediate hold. If you have multiple callers on hold or in queue at your extension, you can press 'flash' '7' to retrieve callers on a first in / first out basis.

If you use the ‘Hold’ button on your phone, you will not be able to access any of the TalkSwitch features while the caller is on hold. Also, if you have Music-on-hold enabled, the caller will not hear music while they are on hold.

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 (by dialing 'flash'), dial the appropriate extension number and hang up. The caller will be taken off hold when the receiving extension is answered. If the transferred call is not answered after the number of rings specified in the No Answer setting for the destination extension or, if the extension is busy, either of the following will happen:

efault:

Option:

These options are chosen in the Manual Transfer tab in the Options folder.

The transferred call will be handled according to the destination extension's No Answer or, Busy at extension settings.

The call will be transferred back to the transferring extension.

773.0 Using TalkSwitch

To announce calls before transferring (Screened Transfer) - Put the caller on hold and dial the appropriate extension number. If the person at the receiving extension answers and wishes to take the call,simply hang up or dial 'flash' ‘4’ tocomplete the transfer and get internal dialtone. The caller will immediately be taken off hold and connected with the receiving extension. If the person at the receiving extension does not wish to take the call, you can press 'flash' ‘5’ to return to the caller.

Keep in mind that if you dial an extension and it is busy or not answered, you can still complete the transfer so that the caller will be directed according to that extensions’ Call Cascade settings.

If you tend to handle many calls, you may want to complete or cancel a transfer without hanging up. Flash '4' will complete the transfer and then provide internal dialtone while flash '5' will cancel the transfer and connect you back to the caller.

From a Local Extension to any outside telephone number:

To initiate an Unscreened Transfer - Put the caller on hold, select a Line Hunt Group (dial 80 for Same Line Connect), then dial the outside telephone number then press ‘flash’ ‘4’ to complete the transfer. YYYYoooouuuuccccaaaannnnnnnnoooottttssssiiiimmmmppppllllyyyyhhhhaaaannnngggguuuuppppttttoo ccccoooommmmpppplllleeeetttteeeetttthhhheeeettttrrrraaaannnnssssffffeeeerrrrooootttthhhheeeerrrrwwwwiiiisssseeeetttthhhheeeeccccaaaallllllllsssswwwwiiiillllllllbbbbeeeeddddiiiissssccccoooonnnnnnnneeeecccctttteeeedddd..

If the person at the receiving extension does not wish to take the call, you can press 'flash' ‘5’ to return to the caller.

If you have the 3-Way Calling/Conference or Centrex Transfer feature enabled on the current line, you can select the Same Line Connect (80) to make use of these features. Everything proceeds as outlined above other than the fact that you are using the same line to transfer the call.

3.2.5 Call Park - Parking and retrieving callers

Call Park is a useful feature for placing a caller on hold and then being able to retrieve them from any other Local Extension. TalkSwitch has 10 Park Orbits for all models.

To place a caller in a Park Orbit, press ‘flash’ then and choose a Park Orbit (500 to 509). Youwill hear a confirmation after parkingthe caller that indicates the caller has been parked successfully. If thePark Orbit is alreadyoccupied, you will hear“I’m sorry, that extension is unavailable at this time.” then dialtone. Once again press and choose a new Park Orbit. Once the caller is parked, you can retrieve the caller at another Local Extension by pressing and the appropriate Park Orbit. If Direct

Line Access is enabled at the extension, then you must press ‘flash’ first.

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If you have the External Paging option enabled on TalkSwitch, you may choose to announce over the P.A. system (by pressing 0) that there is a call parked in a specific Park Orbit for a co-worker. For example: "Bob, please pick up 501." - which tells Bob that he can retrieve the parked call from any extension by getting dial tone and pressing 501. The caller will now be connected to Bob at that extension. If

you have Direct Line Access enabled at your extension, you will need to press ‘flash’ first before retrieving the parked call.

3.2.6 Call Queue - Queuing and retrieving callers

Call Queue is a useful feature for placing multiple callers on hold at your extension. It is similar to the telephone company feature Call Waiting. Call Queue is enabled in the Call Cascade section in the Call Handling folder for Local Extensions and Extension Ring Groups. Callers will get queued at your extension if you set the first level in the ‘Busy at extension’ Call Cascade to ‘queue caller’.

If an extension is chosen at the Auto Attendant or the caller is transferred from another extension and the extension is currently busy and has ‘queue caller’ set for the ‘Busy at extension’Call Cascade, the callerwill hear one of the following prompts then music (if enabled) while they are on hold:

If the call came from the Auto Attendant and the extension has a voice mailbox:

“The extension you have reached is currently busy. If you wish to continue holding, please remain on the line. To leave a voicemail message, press 1,

and to return to the main menu, press ”

If the call came from the Auto Attendant and the extension has nnnnoooovoice mailbox:

“The extension you have reached is currently busy. If you wish to continue holding, please remain on the line and to return to the main menu, press .”

If the call was transferred from another extension, there is no Auto Attendant on this line and the extension has a voice mailbox:

“The extension you have reached is currently busy. If you wish to continue holding, please remain on the line. To leave a voicemail message, press 1.”

If the call was transferred from another extension,there is no Auto Attendant on this line and the extension has nnnnoooovoice mailbox:

“The extension you have reached is currently busy. If you wish to continue holding, please remain on the line.”

793.0 Using TalkSwitch

While the caller is on hold at your extension you will hear a ‘Call Waiting’ beep in your ear every 45 seconds. If you want to rotate through queued callers, dial ‘flash’ then ‘7’. The caller you are speaking to will be placed on hold, and the first caller in the queue will be retrieved. If you have multiple callers queued up, pressing ‘flash’ then ‘7’ will retrieve callers on a first in/first out basis.

Queuing callers from an Extension Ring Group

If you want to queue callers for a Ring Group, you can only queue callers to one of the extensions in theRing Group and not to the entire Ring Group. TalkSwitch cannot currently perform Automatic Call Distribution with Ring Groups. This capability may be introduced as a future firmware upgrade.

3.2.7 Conference calling with TalkSwitch

2 TalkSwitch Local Extensions and 1 outside caller:

You do not require access to the telephone company's 3-Way Calling/Conference service to use TalkSwitch's conference calling capabilities.

1. Establish a call with an outside party.

2. Place the outside caller on hold by pressing ‘flash’ and dial the number of the Local Extension you wish to conference with.

3. When the extension is picked up, you can establish the 3-way call at anytime by pressing ‘flash’ then '6'.

2 outside callers and 1 Local Extension (eg: Line 1 and Line 2):

You can do this type of conference call using two different methods.

The first method is similar to above, using only TalkSwitch for the conference function.

1. Establish a call with an outside party.

2. Place the outside caller on hold and dial the number of the other outside party you wish to conference with. If you have ‘Direct Line Access’ enabled at your extension, you will first need to dial ‘9’ or another Hunt Group before dialing the second phone number.

3. When the call is answered, you can establish the 3-way call at anytime by pressing ‘flash’ '6'.

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When using the telephone company's 3-Way Calling/Conference service you can conference by following the instructions below:

1. Establish a call with an outside party.

2. Place the outside caller on hold by pressing ‘flash’ twice and then dial the number of the other outside party you wish to conference with.

3. When the call is answered, you can establish the 3-way call at anytime by pressing ‘flash’ twice.

If you are experiencing problems with pressing the flash key twice in a rapid succession (ie. pressing the flash key twice within 1.5 seconds), then you can make changes in the software that will make it easier to accomplish this task. See section 2.3.5.5 for details on setting the Double Flash Time.

3.2.8 Using Phones connected in parallel to TalkSwitch

Phones connected in parallel (not connected to TalkSwitch but connected to the same line) with TalkSwitch will always ring at least once before TalkSwitch starts ringing its extensions or the Auto Attendant answers the call . This occurs because TalkSwitch uses the first ring to identify the incoming ring pattern before passing it on to the extensions or the Auto Attendant (e.g. TalkSwitch determines if the call is a Distinctive Ring and detects any Caller ID information). A parallel phone can 'barge in' on any telephone call on any of TalkSwitch's Lines.

Making and receiving calls on phones connected in parallel with TalkSwitch:

Making Calls:

Make calls on parallel connected phones just as you would 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, simply continue with the call as per usual, TalkSwitch will take no further action. If a call is answered on a parallel connected phone after the Auto Attendant engages, you can turn off the recorded Auto Attendant

message by using the phone's touchtone keypad to dial '

'. You may then

continue the call on the parallel connected phone.

Transferring calls on parallel connected phones:

Calls answered on a parallel connected phone can be transferred to any TalkSwitch extension or voice mailbox. If you want to transfer the caller, simply

key in the 'Transfer Prefix ', after you hear 2 ‘beeps’ enter the extension or voice mailbox number then hang up. You cannot announce a caller to the transferred extension, but if you do stay on the line, you will be in a ‘conference call’ state. You can hang up at any time.

813.0 Using TalkSwitch

If you transfer a call from a parallel connected phone and then hang up, the extension will ring the number of times selected for that extension. If the extension is not answered within the specified number of rings, the call will be handled according to that extension’s Call Cascade actions.

When a phone in parallel with TalkSwitch is off-hook, you will notice that the corresponding line light will flicker to indicate the line is occupied. TalkSwitch will not allow extensions to barge in on a call when that line is in use.

You have the ability to change the Transfer Prefix to instead of . You may need to change the prefix if the default prefix conflicts with another device or service. To change the Transfer Prefix, open the configuration software and change the setting in the Manual Transfer tab under'Options'.

3.2.9 Modems and telephone line access

If your modem is attached to TalkSwitch as an extension, you can configure it to access your telephone lines in one of two ways:

Direct Line Access:

attached 'Direct Access' to one of your telephone lines (i.e. you don't have to dial 9, or any other Hunt Group to access an outside line). This can be a useful option if you don’t want to change your dial-up options for the modem. See section 2.3.1.4 for more details on configuring Direct Line Access.

You can give the extension to which your modem is

Hunt Groups:

If you have decided to use a telephone and modem on the same extension, Direct Line Access may not be the best solution. TalkSwitch extensions with Direct Line Access immediately connect to one of your lines when you pick up the telephone's handset. Therefore, you areunable to select a specific telephone line or access voicemail, intercom or access other system features without first pressing ‘flash’.

To have your modem access a specific line using a Hunt Group:

Change your modem's 'Dial Properties' to include the intended Hunt Group (8188 or 9) followed by the letter 'w', before the 'Dial up Networking' telephone number (e.g. 9w555-5555). Including the letter 'w' after your 'Dial out Access' number instructs your modem to a) dial the access number 81-88 or 9, b) wait until it detects a dialtone, and then c) dial your 'Dial up Networking' number.

If your modem is having problems dialing out, you may have to use a comma ‘,’ which represents a 2 second pause, instead of the ‘w’ for ‘wait for dialtone’.

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To change your modem's dial properties in Windows 95/98:

1. 'Double Click' on the 'My Computer' icon on your Windows screen. Then 'double click' on 'Control Panel', and finally 'Modems'.

2. When the 'Modems Properties' screen opens, click on the 'Dialing Properties' button.

3. In the section labeled 'To access an outside line, first Dial', enter the Dial out Access number (81-88, or 9) that you have chosen to use. (Enter your Dial out Access number for both local and long distance numbers.) Then type in the letter 'w' or ‘,’ directly after the Dial out Access number.

4. Click the 'OK' button to save your changes and close thescreen then close the 'Modems Properties' screen.

If you use Direct Line Access, you do not need to put the Hunt Group in the dialing string.

3.3 Out of the Office - Receiving Calls through Call Forwarding

3.3.1 The three ways to forward calls

Automatic call forwarding

- The Auto Attendant can automatically forward office calls to your call forwarding telephone number(s) (Remote Extensions). This is done by using the Auto Attendant message to prompt callers to select your Remote Extension number(s). (e.g. "To speak to John Doe, press 211.")

Manual call forwarding

- If someone in your office has answered a call at a Local Extension, the call can be 'transferred' to one of the call forwarding (Remote Extension) numbers. Simply put the call on hold at the Local Extension, dial the Remote Extension number (e.g. 211) to which you want the call forwarded and then hang-up. The call will be handled according to the Call Cascade options of that Remote Extension.

Conditional call forwarding

- If the Auto Attendant answers a call and the caller selects an extension or Ring Group number that is already busy or is not answered, the Auto Attendant can forward the call to a Remote (out of office) extension number. Conditionalcall forwarding is configured using the Call Cascade’s 'No answer' or 'Busy at extension' settings configurable for each Local Extension, Remote Extension and Ring Group.

833.0 Using TalkSwitch

3.3.2 Screening options for forwarded calls

The screening options for Call Forwarding are configured using the Call Cascade’s 'Answer at ext.' options available in the 'Remote Extension' tab, see section 2.3.3.5

Forwarding calls with screening:

When 'play accept/reject prompt' is configured in the 'Answer at ext.' Call Cascade option, TalkSwitch plays apre-recorded prompt to the caller asking them to hold, and thendials your call forwarding telephonenumber.When you answer the forwarded call, TalkSwitch plays a pre-recorded prompt to you that identifies the call as having been forwarded from your home/office ("This is Call Forward"). You then have the choice of accepting the forwarded call by pressing

on your telephone keypad or, re-routing the call to it’s call screening Call

Cascade options by pressing or hanging up.

When 'play caller’s name first' is configured in the 'Answer at ext.' Call Cascade option, TalkSwitch plays a pre-recorded prompt to the caller asking them to record their name at the sound of the tone. TalkSwitch then asks the caller to hold and dials your call forwarding telephone number. When you answer the forwarded call, TalkSwitch plays a pre-recorded prompt identifying the call as having been forwarded from your home/office ("This is Call Forward, you have a call from...") and then plays the recording of the callers name. You have the choice of accepting the forwarded call by pressing on your telephone keypad or, re-routing the call to it’s callscreening Call Cascade options by pressing or hanging up.

When either screening option is used, and you have music on hold enabled and you are not using the 3-way calling feature (Same Line Connect) to forward calls, then the caller will hear music while TalkSwitch is waiting for the Remote Extension to accept the call.

If a forwarded call is not answered or the line is busy, TalkSwitch will perform the following based upon how the call was originally forwarded:

If the call was automatically forwarded:

the call will follow the Remote

Extension’s 'No answer at ext.' or 'Busy at extension' Call Cascade action.

If the call was manually forwarded:

The call will follow the Remote Extension’s 'No answer at ext.' or 'Busy at extension' Call Cascade action. This action can be changed to ring the extension back who performed the transfer in the Options>Manual Transfer tab.

If the call was conditionally forwarded:

The call will follow the following Call Cascade action in the 'No answer at ext.' or 'Busy at extension' for the original extension chosen.

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3.4 Using the TalkSwitch Voicemail System

Your TalkSwitch system comes with approximately 25 minutes of voicemail recording capacity shared with Auto Attendant greetings. On the TalkSwitch 48 models, this capacitycan be increased with the addition ofTalkSwitchmemory cards. You can add another 1/2, 1, 2 or 4.5 more hours of storage. Contact your reseller to purchase memory cards. When a TalkSwitch memory card is inserted in the memory slot, the system will automatically configure the card within 20 seconds to make it

fully functional.

3.4.1 Activating Voice mailboxes

A Voice mailbox is activated from the TalkSwitch configuration software. There are 3 series of Voice mailboxes that can be activated in the Voicemail section of the configuration:

Local Extension mailboxes:

These mailboxes are generally associated to the Local Extensions. By default, all Local Extensions are activated with their respective mailbox.

Remote Extension mailboxes:

The Remote mailboxes are associated with the Remote Extensions. If you activate a Remote Extension and want a voice mailbox associated with that extension, you can activate that mailbox in the Voicemail tab.

General mailboxes:

These mailboxes are activated in the Voicemail tab. They are not associated to any particular extension.

If you want inbound calls to go straight to a voice mailbox after x number of rings, then you need to program an Auto Attendant to answer first, then provide a fall through to voicemail. See section 2.3.3.3 for an example of this configuration.

Callers can reach voicemail or announcements via the Auto Attendant, Call Cascade, or transferred from a Local Extension. If an employee wants to leave a message in a

particular mailbox, they can pick up a Local Extension and dial + <mailbox number>. To transfer a caller to voicemail, press ‘flash’ then + <mailbox

number>.

When a caller presses after leaving a message or 2 minutes has elapsed(timeout period, TalkSwitch will play a prompt asking the caller if they wish to keep the

message, listen to the message or record a new message.

853.0 Using TalkSwitch

3.4.2 Accessing a Voice mailbox

When a new message is left at a Local Extension mailbox, TalkSwitch will play stutter dial tone to that extension when the handset is picked up. It can also light up the message waiting light on a phone if it supports FSK Message Waiting Indicator.

To access a mailbox to retrieve messages or change mailbox options, dial + <mailbox number> either froma Local Extension orat the Auto Attendant if dialing from an outside location. Employees can also transfer other employees to access

voicemail by pressing ‘flash’ then dialing + <mailbox number>. If you have

Direct Line Access enabled, be sure to press ‘flash’ before accessing your mailbox.

The first time you dial + <your mailbox number>, you will be prompted to setup your mailbox by optionally assigning a password, recording a greeting and recording your name for the dial by name directory. Since there are no directory listings for the general mailboxes, you will not be prompted to record a name for the directory. Keep in mind that you should always use the mailbox associated to the same extension since the directory is related to the extension and voice mailbox.

Once your mailbox has been setup and you access your mailbox, through prompt instructions you may do the following:

Listen to messages (press 1):

If there are any messages in your mailbox, you will be able to access them by pressing 1. TalkSwitch will always start with new messages before playing back any older messages. You have the ability to perform the following actions while listening to a message and after listening to the message:

Dial 1: Rewind 10 seconds Dial 11: Rewind to beginning of message Dial 3: Skip ahead 10 seconds Dial 33: Skip to end of message Dial 6: Forward the message Dial 7: Delete message Dial 9: Save message Dial

Dial

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Back up one level Skip to next message - New messages left as new.

Change greeting options (press 2):

This section allows you to record a new personal voicemail greeting. The default greeting is “The extension you have reached is unavailable at this time. Please leave a message after the tone”.

Keep in mind while recording your greeting or announcement that callers can press

to return to the previous Auto Attendant (if the call came from the Auto Attendant) while listening to your greeting and can press when they are done recording for more options. You may want to give your callers these options for their convenience.

Change personal options (press 3):

This section allows you to change your current password, turn auto date and time stamp + phone number on or off and setup or change Pager and Remote Phone Notification for new messages. By default, auto date and time stamp is on and this information is played at the end of each message. If you have Caller ID service, then the phone number is also included with the time and date.

Record name for Dial by Name Directory (press 4):

If you have not already recorded your name for the directory or wish to change the recording, you can do so here. The dial by name directory is accessed at the Auto Attendant according to your configuration. Callers are directed to enter the first 3letters of the employee’s last name. The system will find the exact or closest match then play the recorded name + the extension number, then give them the option to connect to that extension.

3.5 Music-on-Hold

TalkSwitch can play music to callers when they are on hold, parked or queued. The music played to the callers will be provided by whatever source you have connected to the MUSIC jack.

If you ENABLE Music-on-Hold and have an audio device plugged into the back of TalkSwitch:

1. When callers are put on hold at an extension, callers will hear your music instead of TalkSwitch's default on-hold beeping tone.

2. When the Auto Attendant answers a call and transfers the caller to an extension; the caller will hear a pre-recorded message saying "One moment please", and then hear your music.

873.0 Using TalkSwitch

If you ENABLE Music-on-Hold and do not have an audio device plugged into the back of TalkSwitch:

1. When callers are put on hold at an extension, TalkSwitch will not play its default on hold beeping tone. The caller will hear silence.

2. When the Auto Attendant answers a call and transfers the caller to an extension, the caller will hear a pre-recorded message saying "One moment please" and then hear silence.

If you DO NOT ENABLE Music-on-Hold and have an audio device plugged into the back of TalkSwitch:

1. When callers are put on hold at an extension, callers will hear TalkSwitch's default on hold beeping tone and your music.

2. When the Auto Attendant answers a call and transfers the caller to an extension, the caller will not hear any pre-recorded message. They will hear your extension ringing and your music.

What happens if you DO NOT ENABLE Music-on-Hold and do not have an audio device plugged into the back of TalkSwitch:

1. When callers are put on hold at an extension, they will hear TalkSwitch's default on-hold beeping tone.

2. When the Auto Attendant answers a call and transfers the caller to an extension, callers will hear your extension ringing.

Music-on-Hold and Call Forwarding to Remote Extensions:

If you are using the telephone company's 3-Way Calling/Conference service (Same Line Connect) to activate TalkSwitch's Call Forwarding, callers will not hear your 'music' when being forwarded to a Remote Extension. When calls are forwarded, the caller is put on hold by the telephone company central office switch rather than at TalkSwitch. Therefore, the caller hears silence while being transferred.

A system prompt will indicate that callers will hear silence while the system tries to locate their party. This prompt helps explain to callers whyall of a sudden they may hear silence for an extended period of time before possibly connecting to the Remote Extension. This prompt cannot be disabled.

If you have 2 or more units on a LAN, you will need to supply a music

Networked

source to each TalkSwitch unit. 1/8” audio splitters can usually be found at most electronics stores.

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3.6 Mode Switching Options

Manual Mode Switching:

You can use Telephone Keypad Commands at either a Local Extension or at the Auto Attendant to have TalkSwitch switch Modes.

At Local Extension dialtone or at the Auto Attendant, dial to enter command mode, then enter a password if necessary. Next, dial any of the following Quick

Commands followed by the sign:

Activate Mode 1: 3 1 Activate Mode 2: 3 2 Check Current Mode: 3 0

Automatic Mode Switching using the Time Scheduler:

Use the Configuration software or Telephone Keypad Commands to activate TalkSwitch's Time Scheduler feature. You can configure TalkSwitch to automatically switch between Modes by configuring the times for Mode changes in the ‘Modes’ tab located under Call Handling in the configuration software.

If at anytime you switch modes manually, TalkSwitch will automatically switch to the proper mode during the next scheduled mode change.

3.7 Out of the Office - Making Calls with Call Back and Call Bridge

Working together, Call Back and Call Bridge act as your personal long distance operator. Whether you are across town or around the world, these two features allow you to place calls from your home/office telephone line(s).

3.7.1 Using Call Bridge

Call Bridge allows you to place calls using your office telephone lines when you are not in the office. You can make a direct 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 number. To avoid the inflated long distance cell rates all you need to do is make the local call to TalkSwitch to access Call Bridge, then make the long distance call - accessing your office savings plan.

893.0 Using TalkSwitch

How to use Call Bridge:

Dial into one of TalkSwitch's Lines (Main or Distinctive Ring). When the Auto Attendant answers, select a Hunt Group (81-88 or 9) or Same Line Connect (80). You willthen be askedto supply your Accountpassword to receive dial tone. If you are using Same Line Connect 80, and the line you are on supports the 3-Way Calling/Conference service, you will be prompted to enter the phone number.

When you have completed your call or if the telephone number dialed was busy, you can do one of the following:

Make another call:

Press . TalkSwitch will disconnect you from the call in progress and you can dial another number or redial the same number.

Activate the Auto Attendant:

Press . TalkSwitch will end the Call Bridge session and activate the Auto Attendant. Once the Auto Attendant message begins playing, you have the following options:

• Dial (and enter a password if applicable) to enter Command Mode.

• Dial '6' to change/enter Call Back settings.

• Dial one of your extension numbers (Local, Remote or Ring Group). This option allows you to use Call Back to contact someone in your office, check your voicemail, etc.

End the Call Bridge Session:

Simply Hang up. This will end your Call Bridge session and disconnect you from TalkSwitch. If you want to guarantee that TalkSwitch disconnects at the end of a Call Bridge session,

dial , then hang up.

If you changed the ‘Special Prefix’ to instead of , you will need to dial to make another call, and dial to return to the Auto Attendant. To enter command mode, you will still need to enter .

The Call Bridge telephone number dialed can be any telephone number: local, long distance, toll free (800 and 888) or international. Simply enter the telephone number as you would ifyou were sitting in youroffice. For long distance calls, donot forget to include the '1', country code, and area code if applicable.

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3.7.2 Using Call Back

The Call Back feature allows you to initiate TalkSwitch to call you at a specified telephone number. This gives you access to any of the following:

• Call Bridge

• Local Extensions, Remote Extensions and Extension Ring Groups

• Voicemail

• Configuration settings

Using Call Back involves '3' easy steps:

1. You call your TalkSwitch telephone number to activate Call Back.

2. You answer and accept the Call Back. (TalkSwitch calls you back within 30 seconds.)

3. At the Auto Attendant you can: choose to perform Call Bridge, dial any extension, access and retrieve voicemail or configure TalkSwitch.

Activating Call Back:

There are two ways to activate Call Back, Prompted and Auto activation:

Using 'Prompted Call Back' Activation:

a TalkSwitch telephone number ('Main' or 'Distinctive Ring'). Let the line ring until the Auto Attendant answers your call and then dial '6' on the telephone keypad. If you have enabled password protection you will be asked to supply your password and TalkSwitch will then offer a series of prompts. Now you can either enter 1 and hang up to initiate the Call Back or, if you need to enter a new Prompted Call Back number, enter 2 to access the Prompted Call Back settings then follow the prompts.

From your out-of-office location, dial

For Prompted Call Back, TalkSwitch always dials the last Prompted Call Back number entered. If you do not have the Auto Attendant set to answer a line, a generic TalkSwitch Auto Attendant will answer after 15 rings and you can then dial 6 to access the Call Back settings.

Using 'Auto Call Back' Activation:

From your out-of-office location, dial one of the Call Back telephone numbers that has been pre-configured for Auto Call Back activation. Let the line ring at least once, but no more than three times and then hang-up (before the call is answered). Within 20 seconds, TalkSwitch will dial your Auto Call Back number.

It is important to remember that all the Call Back settings must be pre-configured before using Auto Call Back. Please be sure that the Auto Attendant for the line using Call Back does not answer before 4 rings.

913.0 Using TalkSwitch

Accepting the Call Back:

There are two ways to accept a Call Back from TalkSwitch.

1. Call Back is normally accepted by answering the call and pressing , then if required, entering 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 even when you are staying at a hotel or are in an office where calls are intercepted by a receptionist or switchboard operator. When the Call Back is answered, TalkSwitch will begin playing your pre-recorded message (e.g. "Please forward this call to Jane Doe in room 312"). The message will be played repeatedly for '2' minutes. When the call is

forwarded to you, press , then enter your password on the telephone keypad to accept the Call Back. (If the Call Back is not accepted within the initial '2' minute period, TalkSwitch will disconnect the Call Back.) After you accept the call, you willhear the Auto Attendant, and youcan now make your selection to check your voicemail, ring anextension, use Call Bridge, or enter command mode.

3.8 Upgrading the TalkSwitch Firmware

We are continually looking for ways to enhance your communications capabilities. When new features are added, we want TalkSwitch users to have immediate access to the update.

The ease with which TalkSwitch's firmware program can be updated and the convenience of having updates readily available to users on our website, makes it possible for us to provide quick and easy TalkSwitch enhancements!

TalkSwitch’s firmware program (or the programming code that operates your TalkSwitch)is located on a 'Flash EPROM'. This meansthat the code operating your TalkSwitch can be 'updated' without removing the chip that contains the code. Because of this, you can easily update your TalkSwitch by disk or by visiting our website at www.talkswitch.com/support and downloading any new updates.

Step # 1

The first step is to select and download the proper update file from the Centrepoint Technologies website (www.talkswitch.com/support). The firmware and software will be integrated in one file.

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To identify the appropriate update file, you must first determine your TalkSwitch firmware and software version. You can find your TalkSwitch version numbers by selecting 'About' from the main splash screen or on the 'About' tab in the configuration.

Write down the software and firmware version numbers and then go to the Centrepoint Technologies website at www.talkswitch.com/support. You will find instructions there tohelp you to selectand download the appropriateupgrade. Follow the instructions on the site as they take precedence over these instructions.

Step # 2

When you select and click on the appropriate version for download, a screen will appear asking you what you would like to name the file you are about to download, and in which folder/directory you would like to save it. We suggest leaving the file name 'as is' (install.exe) and saving it on your Desktop. Once the download is completed, you can begin your upgrade by double clicking on the 'install.exe' file or use the 'Run' option on your Windows 'Start' menu. Aseries of screens will guideyou through the installation process.

Step # 3

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The final step in the upgrade process is to open the TalkSwitch software and select 'Flash Upgrade' from the main splash screen. A screen will appear warning you not to interrupt the update process once it has begun. Click on the "Yes" button to proceed. A secondscreen will then appear askingyou to select theappropriate update (.bin) file. If you seemore than one .bin file, select themost recent file (the one with the highest number in the first 4 digits of the file name).

933.0 Using TalkSwitch

Highlight the newest firmware file, then click the "Open" button.

The final stage of the update process will take approximately 5-15 minutes depending on how you are connected for the update, during which time the LED lights on TalkSwitch’s front panel will show diagnostic indicators for part of the update, then the Data light will flicker for the remaining portion of the update if the prompts need to be loaded.

When the update is complete, you will see a message indicating the update was successful.

Click the "OK" button and the TalkSwitch software will then close. There is no need to restart Windows or TalkSwitch - your updated TalkSwitch Firmware is now ready to go!

In the event the firmware update was unsuccessful, please try the update process again and follow the instructions. If you continue to have problems please contact your reseller or Centrepoint Technologies.

Firmware updates will not alter your system configuration. In the event of a major system update, it may be necessary for the configuration file to be reset to default values. In this case you will need to reconfigure the entire system. In the case of a major system update, Centrepoint Technologies will mention any issues involved with the firmware update.

Under no circumstances should you use mismatchedsoftware and firmware versions. The last twodigits of the version number for thesoftware and firmwareshould always match (ie. 1.37 software and 2.37 firmware). If you use mismatched software and firmware to configure your system, this could result in a system failure requiring system defaults to be reset and the system reconfigured.

If you replaced your computer with a new one, please use the software that matches the latest version of firmware running on TalkSwitch. If obtained from the website, you can once again download the install file. All install files found on the website have both the entire software program and the latest firmware. They are not simply upgrade files.

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Step#4-Updating multiple units on a LAN

Networked

Several key steps should be followed if you want to successfully update multiple units that function on a LAN.

1. Disconnect all units from the LAN.

2. In order to avoid complications, we also recommend that you cease all function of the system (ie. disconnect the line cables). If you do the update during your off-peak hours, this will minimize disruptions to the company’s operations.

3. Connect a TalkSwitch unit (they can be done in any order) to your PC running the new software you have installed. You can connect either by Serial or USB port. Updates cannot yet be done via the Ethernet port.

4. The final step in the upgrade process is to open the TalkSwitch software and select 'Flash Upgrade' from the main splash screen. A screen will appear warning you not to interrupt the update process once it has begun. Click on the "Yes" button to proceed. A second screen will then appear asking you to select the appropriate update (.bin) file. If you see more than one .bin file, select the most recent file (the one with the highest number). The file should look something like this: T237NS01

5. Highlight the newest firmware file, then click the "Open" button.

6. The final stage of the update process will take approximately 3 minutes, during which time the LED lights on TalkSwitch’s front panel will be solid for part of the update, then the Data light will flicker for the remaining portion of the update.

7. When the update is complete, you will see a message indicating the update was successful. Click the "OK" button and the TalkSwitch software will then close. There is no need to restart Windows or TalkSwitch.

8. Repeat steps 3 to 7 for each of the units.

9. Reconnect all units back to the LAN then reconnect any lines or extensions previously disconnected for the update process.

953.0 Using TalkSwitch

Appendices

Appendix A - Help & Troubleshooting

Appendix B - Using TalkSwitch with Telephone

Company Calling Services

AppendixC-Quick Commands and DTMF

Functions

Appendix D - Safety Precautions and Regulatory

Information

Appendix E - TalkSwitch One Year Warranty

Appendix F - Return Policy

Appendix G - Specifications

Appendix H - TalkSwitch and Power Interruptions

Appendices

Appendix A - Help & Troubleshooting

If you are having problems with the configuration or operation of TalkSwitch, please check the Troubleshooting section starting onthis page. If youdon’t find thesolution to your problem, next try checking the FAQ section located under the Support area at our website: www.talkswitch.com/support.

If you cannot resolve your problem and require further assistance, you can do one of the following:

1. Contact your TalkSwitch reseller.

2. Contact our Customer Support department by e-mail: help@talkswitch.com.

3. Ask for a 'Technical Support Specialist'. If you would like to speak with a Technical Support Specialist, call Centrepoint Technologies at (613) 725-2980 weekdays between 9:00 a.m. and 5:00 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 and your date of

purchase.

c) The number of telephone lines that you have connected to TalkSwitch.

d) The telephone company services that you are using with TalkSwitch.

e) Your PC's operating system (e.g.Windows 95, 98, ME, 2000 etc.)

Troubleshooting

This section of the manual is designed to help you quickly resolve problems that can be experienced by new TalkSwitch users. The problems and their corresponding solutions are organized in the following manner.

1. Problems that can occur when installing the Configuration software.

2. Problems that can occur during Configuration.

3. Problems that can occur while using TalkSwitch's features.

4. Problems that can occur with 2 or more units networked

Before examining the 'Problems', review these common installation checks first!

99Appendices

Talkswitch 48 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Table of Contents

11.0 Installing TalkSwitch

192.0 Configuring TalkSwitch

753.0 Using TalkSwitch

Appendices