ANSWERS WITH INTELLIGENCE
®
TALKSWITCH USER GUIDE
TALKSWITCH
RELEASE 5.0
CT.TS005.003902
For use in
North America
Copyright Information
TalkSwitch Copyright 2007 — All Rights Reserved.
TalkSwitch is a division of Centrepoint Technologies Inc.
TalkSwitch and Appello® are registered trademarks of Centrepoint
Technologies Inc.
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 TalkSwitch. No part of this user
guide may be reproduced or transmitted in any form or by any means,
electronic or mechanical, including photocopying, recording, or information
storage and retrieval systems, or translated to another language, for any
purpose other than the licensee’s personal use and, as specifically allowed in
the licensing agreement, without the express written permission of
TalkSwitch.
Release 5.0, October 2007
CT.TS005.003902
TABLE OF CONTENTS
PREFACE
TalkSwitch usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIII
What’s in this guide? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIII
What you should know. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIV
Single unit installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIV
Networked units installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIV
VoIP installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV
Connecting devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV
Important information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV
Electrical shock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV
Power and lightning surge protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV
Power adapter and power cord. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV
Power failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI
Change password frequently . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI
PBX fraud. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI
Emergency service numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI
Call redirection and service provider billing advisory . . . . . . . . . . . . . . . . .XVI
Cleaning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI
Finding the information you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVII
Using the table of contents and the index . . . . . . . . . . . . . . . . . . . . . . . . . XVII
Navigating with cross-references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVII
Where to go for further information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVII
Guide conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVII
CHAPTER 1: TALKSWITCH INSTALLATION
TalkSwitch package contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
TalkSwitch configuration software system requirements . . . . . . . . . . . . . . . . . . . 1
Unit front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
What the flashing lights mean . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Line 1, 2, 3 and 4 lights flashing simultaneously . . . . . . . . . . . . . . . . 2
Power/Data and Line 1, 2, 3 and 4 lights flashing simultaneously. . . 3
Line 1 and 4 lights, then Line 2 and 3 lights flashing alternately . . . . 3
Line 1 and 3 lights, then Line 2 and 4 lights flashing alternately . . . . 3
Line 2 and 3 lights flashing simultaneously . . . . . . . . . . . . . . . . . . . . . 3
Line 1 and 4 lights flashing simultaneously . . . . . . . . . . . . . . . . . . . . . 3
TALKSWITCH USER GUIDE I
Power/Data and Line 1, 2, 3 and 4 lights on steady . . . . . . . . . . . . . . 3
Unit back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Installing the TalkSwitch configuration software . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Installing the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Upgrading the TalkSwitch software and firmware. . . . . . . . . . . . . . . . . . . . . 7
Step 1 — Check current version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Step 2 — Download new software and firmware . . . . . . . . . . . . . . . . . 9
Step 3 — Updating the firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Initial configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Select location for installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Connect TalkSwitch to a network or a PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Ethernet connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
USB connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Internet connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Using the address book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Connecting telephone lines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Connecting local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Connecting a single-line analog phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Connecting a dual-line analog phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Connecting an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Connecting a modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Connecting a fax machine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Option 1 — Dedicated fax line. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Option 2 — Distinctive ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Option 3 — Automatic fax detection via the auto attendant . . . . . . . 21
Connecting to the PA (public address) jack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Setting up music on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
External audio source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Internal audio file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Networking TalkSwitch units on a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Connecting TalkSwitch units to a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Ethernet switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Power up all the TalkSwitch units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Setting or changing the unit ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
How unit IDs affect system extension numbers. . . . . . . . . . . . . . . . . . . . . . 24
Keep track of the lines and extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Optimizing the system for networked use . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Special considerations when connecting multiple units to a LAN . . . . . 27
Increasing memory capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
TalkSwitch memory cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Installing a memory card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Upgrading TalkSwitch units. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Enabling licensed add-ons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Verifying the connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Connecting a TalkSwitch unit to a PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
II TABLE OF CONTENTS
Loading a configuration file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Restoring firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
CHAPTER 2: TALKSWITCH CONFIGURATION
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
TalkSwitch System Configuration window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Menu Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Tools menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Configuration navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
System Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
IP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Telephone Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Setting up telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Calibrating telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Line Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Automatic Route Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Automatic route selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Toll restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Leading digits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Carrier codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Planning automatic route selection and toll restriction . . . . . . . . . . . 52
Direct line access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
3-Way Calling/Conference service. . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Emergency service numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Inter-Digit Timeout (IDT). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Setting up automatic route selection and toll restriction . . . . . . . . . . . . . . 53
Restricting local extension access to line hunt groups . . . . . . . . . . . . . . . . 55
Allowing a local extension to bypass ARS and toll restriction . . . . . . . . . . 55
Regulatory advisory notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Fax Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Setting up a dedicated fax line. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Setting up distinctive ring fax detection . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Setting up automatic fax detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Local Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Setting up an analog extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Setting up an IP extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Programming an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Confirming registration of an IP extension . . . . . . . . . . . . . . . . . . . . . 65
Using an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
TALKSWITCH USER GUIDE III
Setting up direct line access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Setting line hunt group permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
About line appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Setting up line appearance on a TS-9133i . . . . . . . . . . . . . . . . . . . . . . . . . 67
Setting up line appearance on a TS-480i. . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Saving a template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Using a template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Remote Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Setting up a remote extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Remote extensions and telephone company services . . . . . . . . . . . . . . . . 74
Extension Ring Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
On-Hold/Ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Setting up voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Setting up voicemail notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Setting up notification by phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Setting up notification by pager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Setting up the notification options . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Setting up message waiting light activation. . . . . . . . . . . . . . . . . . . . 83
Setting up notification by e-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Maintaining e-mail addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Displaying the Edit E-mail Address List - Mailbox window. . . . . . . . . 85
Adding an e-mail address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Modifying an e-mail address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Removing an e-mail address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Importing e-mail addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Global Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Entering additional e-mail server parameters . . . . . . . . . . . . . . . . . . . . . . . 89
Testing the e-mail server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Viewing mailbox data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Resetting mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Modes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Changing the date and time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Switching modes manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Setting up an auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Recording a new message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Loading a message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Viewing auto attendant message lengths . . . . . . . . . . . . . . . . . . . . . . . . . 103
Erasing a message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Example auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Telephone Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105
Local Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
How call cascades work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
IV TABLE OF CONTENTS
Entering the call cascade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Being routed by the call cascade. . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Exiting the call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Setting up a call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Remote Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Extension Ring Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Call Back/ Call Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Auto Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Setting up auto call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Recording an announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Prompted Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Setting up prompted call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Recording an announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Call Bridge (DISA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Restricting local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Adding an access code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Modifying an access code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Removing an access code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Audio controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Calibrating telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Adjusting audio levels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Transfer options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131
Miscellaneous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Adjusting system timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Viewing the ring pattern . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Licensed add-ons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Enabling a licensed add-on demo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Enabling a licensed add-on using an activation key . . . . . . . . . . . . . . . . . 143
CHAPTER 3: USING TALKSWITCH
Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
With the auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Without the auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Using an analog extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Place intercom calls from a local extension to another extension. . 146
Place intercom calls from a local extension to a TalkSwitch phone 147
Place out-of-office calls from a local extension . . . . . . . . . . . . . . . . 147
Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Placing calls on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148
TALKSWITCH USER GUIDE V
Transferring calls to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Unscreened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Screened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Transferring calls to a remote extension . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Unscreened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Screened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Parking and retrieving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .150
Parking a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Retrieving a parked call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Paging other users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Queuing and retrieving callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Queuing callers to a single extension . . . . . . . . . . . . . . . . . . . . . . . . 151
Queuing callers to an ring group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Using call waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153
Conference calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Two local TalkSwitch extensions and one outside caller . . . . . . . . . 153
Two outside callers and one local extension . . . . . . . . . . . . . . . . . . 154
Using an IP extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Place intercom calls from a local extension to another extension. . 155
Place intercom calls from a local extension to a TalkSwitch phone 155
Place out-of-office calls from a local extension . . . . . . . . . . . . . . . . 155
Receiving calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Placing calls on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157
Transferring calls to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Unscreened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Screened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Transferring calls to a remote extension . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Unscreened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Screened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Call park — parking and retrieving callers. . . . . . . . . . . . . . . . . . . . . . . . . 158
Parking a caller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Retrieving a parked call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Paging other users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Queuing and retrieving callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Using call waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159
Conference calling with TalkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Two TalkSwitch local extensions and one outside caller . . . . . . . . . 160
Two outside callers and one local extension . . . . . . . . . . . . . . . . . . 160
Using Line Appearance with TalkSwitch IP Phones . . . . . . . . . . . . . . . . . . . . . . 161
About line appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Line appearance on a TS-9133i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Line appearance on a TS-480i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Using VoIP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Using a standard phone connected in parallel
VI TABLE OF CONTENTS
to TalkSwitch 165
Making and receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Transferring calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Modems and telephone line access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Forwarding calls out of the office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Automatic call forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Manual call forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Conditional call forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Transferring calls from a remote extension . . . . . . . . . . . . . . . . . . . . . . . . 167
Screening options for forwarded calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Calls over VoIP with IP extensions and gateways . . . . . . . . . . . . . . . . . . . . . . . . 169
Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Receiving calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Using the voicemail system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Activating voice mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Retrieving messages and accessing a voice mailbox . . . . . . . . . . . . . . . . 171
Recording an announcement on a local extension . . . . . . . . . . . . . . . . . . 173
Pager and cell phone notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Music on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Music on hold and call forwarding to remote extensions . . . . . . . . . . . . 174
Switching modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Switching modes manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Switching modes automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Using call bridge and call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Using call bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Using call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Activating call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Using prompted call back activation. . . . . . . . . . . . . . . . . . . . . . . . . 177
Using auto call back activation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Accepting the call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Directly answering the call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Using the Announced Message option . . . . . . . . . . . . . . . . . . . . . . . 178
CHAPTER 4: CALL DETAIL RECORD (CDR) LOGGING
Enabling call detail record (CDR) logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Retrieving call data records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Call reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Browser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Analyzing the data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
CHAPTER 5: VOIP INFORMATION
Introduction to VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Optimizing your LAN for VoIP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
The broadband connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
TALKSWITCH USER GUIDE VII
The router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Connecting a LAN to an IP network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Confirming sufficient network capacity for VoIP . . . . . . . . . . . . . . . . . . . . 187
Configuring the firewall for voice data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Firewall ports for TalkSwitch units with four VoIP lines . . . . . . . . . 189
Firewall ports for TalkSwitch units with eight VoIP lines . . . . . . . . . 189
Prioritizing your voice data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
DDNS Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Setting up a VoIP network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Connecting TalkSwitch or SIP-compatible gateways. . . . . . . . . . . . . . . . . 190
Selecting a TalkSwitch unit as SIP server . . . . . . . . . . . . . . . . . . . . . . . . . 190
Which location and unit should be the SIP server? . . . . . . . . . . . . . 191
Assigning VoIP numbers to each VoIP location . . . . . . . . . . . . . . . . . . . . . 191
Configuring a TalkSwitch system for VoIP . . . . . . . . . . . . . . . . . . . . . . . . . 192
IP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Setting the local IP address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Setting the public IP address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
VoIP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Setting up a TalkSwitch profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Setting up a service provider profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Setting up codec options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Viewing registrar entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Viewing registration status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Reserving VoIP lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
VoIP Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Setting up a VoIP number using the TalkSwitch profile . . . . . . . . . . . . . . 202
Setting up a line hunt group for VoIP numbers . . . . . . . . . . . . . . . . . . . . . 203
Setting up a VoIP number using the service provider profile . . . . . . . . . . 204
VoIP Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
How does VoIP work? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Does a VoIP call sound like an analog phone call? . . . . . . . . . . . . . . . . . . 207
What happens if the power goes out or if the IP network to VoIP fails? . . 208
Can a firewall prevent VoIP calls from passing through? . . . . . . . . . . . . . 208
What is SIP?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
What is a VPN?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Can a VPN help to carry data securely over the Internet? . . . . . . . . . . . . . 209
What’s the difference between a public IP address
and a private IP address? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
What is NAT and how does it affect VoIP? . . . . . . . . . . . . . . . . . . . . . . . . . 210
What’s the difference between a static IP address and a
dynamic IP address and what effect does this have on VoIP? . . . . . . . . . 210
What is a SIP server?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
What is Dynamic DNS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
What is the drawback of using dynamic DNS?. . . . . . . . . . . . . . . . . . . . . . 211
VII I TABLE OF CONTENTS
How often will my public IP address change? . . . . . . . . . . . . . . . . . . . . . . 212
What is a port number?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
VoIP network administration form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
CHAPTER 6: TROUBLESHOOTING AND SUPPORT
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .215
Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
I am not able to retrieve settings from TalkSwitch . . . . . . . . . . . . . . 215
I am unable to configure TalkSwitch using a touchtone phone . . . . 216
Auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
The auto attendant does not play when calls come in . . . . . . . . . . . 216
The auto attendant message is broken up or very faint . . . . . . . . . . 217
The auto attendant answers calls before any of the
extensions ring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
The auto attendant is transferring calls to the wrong extension . . . 217
The auto attendant answers calls, but does not
transfer them to the extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Music on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Callers hear the “One moment please” message and then total silence
when the auto attendant transfers their call to an extension . . . . . 217
Callers hear only silence when put on hold at an extension . . . . . . 218
Call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Callers are disconnected when transferring calls
from one extension to another . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
I can’t use my conference/3-way calling feature
from the phone company. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
I’m unable to place intercom calls from a local extension. . . . . . . . 218
Answering and fax machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
The answering machine and/or fax machine picks up calls
before they can be answered by telephone extensions . . . . . . . . . . 218
Incoming faxes are not automatically detected and
routed to the fax machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
I am unable to access TalkSwitch lines with a local extension . . . . 219
My PC (internal or external) modem cannot dial out . . . . . . . . . . . . 219
One of the local extensions (telephones) does not ring . . . . . . . . . . 219
Extension(s) ring, but there is no caller . . . . . . . . . . . . . . . . . . . . . . 220
When I try to access voicemail, I hear a busy tone . . . . . . . . . . . . . . 220
Multiple TalkSwitch units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
I can’t reach an extension across the LAN . . . . . . . . . . . . . . . . . . . . 220
The configuration does not show the other TalkSwitch unit(s) . . . . 220
After recording an auto attendant greeting, I can’t play it back . . . 221
Calls are not always reaching my voicemail . . . . . . . . . . . . . . . . . . . 221
Calls across the LAN are lower in volume . . . . . . . . . . . . . . . . . . . . . 221
TALKSWITCH USER GUIDE IX
VoIP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
I hear a re-order tone when I try to dial a VoIP location . . . . . . . . . . 221
Callers complain the sound is distorted or choppy . . . . . . . . . . . . . 222
When I call someone or they call me, voice is only heard
in one direction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
XTABLE OF CONTENTS
APPENDICES
Appendix A: Extension Numbers, Functions and Commands . . . . . . . . . . . . . . . . . . 225
Extension numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Functions you can enter from local extensions. . . . . . . . . . . . . . . . . . . . . . . . . . 226
Functions you can enter from outside phones . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Functions you can enter in command mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Appendix B: TalkSwitch and Telephone Company Services . . . . . . . . . . . . . . . . . . . . 231
Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Distinctive Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
3-Way Calling/Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Transfer and Clear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Hunt/Rollover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Other services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Services using call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Services using prompted call back. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Services and systems using flash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Services using Ringback Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Appendix C: TalkSwitch and Power Interruptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Appendix D: Safety and Regulatory Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Appendix E: TalkSwitch One-Year Warranty and Return Policy . . . . . . . . . . . . . . . . . 245
Appendix F: Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Appendix G: Copyright and
Licensing Notices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Appendix H: Home/Office Wiring Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
TALKSWITCH USER GUIDE XI
PREFACE
Thank you for purchasing the TalkSwitch phone system. Please read this
section before you start installing the product.
TALKSWITCH USAGE
The TalkSwitch unit you have purchased is designed and supplied to meet
the technical standards for use in specific countries and for connection to
the major telephone service providers in those countries. It is subject to
regulatory certification and compliances as detailed in the appendices.
TalkSwitch cannot provide technical support and warranty for models
exported and used outside their intended markets. For availability of
TalkSwitch models in other markets please visit
http://global.talkswitch.com
WHAT’S IN THIS GUIDE?
The TalkSwitch User Guide contains all the information you need, whether
you are installing a single TalkSwitch unit or multiple VoIP enabled units. It
is intended to be a complete reference accompanying the TalkSwitch Start
Guide that ships with every TalkSwitch unit.
This preface contains important information to help you maximize your
installation effort and to get the most out of the features and the flexibility
of your TalkSwitch system. We strive to make your experience with
installation and configuration the most rewarding possible.
We would ask you to read important information concerning power
interruptions and safety precautions contained in the appendices in order to
ensure your TalkSwitch equipment is set up in the safest way possible while
avoiding equipment damage.
TALKSWITCH USER GUIDE XIII
WHAT YOU SHOULD KNOW
While TalkSwitch is customer installable, certain skills are required if you
need to route cables or to configure a network. The following points will help
you determine the required skills:
• Configuring the TalkSwitch system using the TalkSwitch configuration
software can be performed by anyone with basic computer skills once the
system is physically installed with proper networking equipment
configurations (if two or more units are networked on a LAN).
• While most buildings are wired to accommodate TalkSwitch system setup,
the need to route telephone and/or network cabling can occur
occasionally. If your organization does not have someone with this skill
set, we recommend the use of an outside telephony system technician.
• Connecting TalkSwitch to network equipment such as routers, switches
or hubs with a connection to the Internet, as well as configuring
firewalls, computers and TalkSwitch for networked use internally and
with Internet. If your organization does not have someone with this IT
skill set, we recommend the use of an outside IT technician.
If you are installing a single, non-VoIP, TalkSwitch unit, anyone with basic
computer skills can use the TalkSwitch Start Guide and this user guide to
perform a full installation and configuration.
TalkSwitch system installations can be categorized into some general
configurations, such as single unit installation, networked units installation,
VoIP or non-VoIP installation, etc. This section helps you determine your
best possible plan of action using this guide, according to your installation
type. While not every possible installation scenario is detailed below,
determine which one better fits your situation and use its guidelines as a
starting point. Chapter 6: Troubleshooting and Support on page 215 provides
solutions for common problems and the index at the back is a means to
quickly navigate to specific areas.
Single unit installation
When installing a single, non-VoIP TalkSwitch unit, you can skip the sections
marked with the Networked and VoIP icons.
Networked units installation
When installing networked TalkSwitch units, you require the sections marked
with the Networked icon.
XIV PREFACE
VoIP installation
When installing a VoIP enabled unit, you require the sections marked with
the VoIP icon. VoIP Information on page 185 provides an additional resource.
Connecting devices
When connecting the computer, telephone lines, local extensions and other
devices to your TalkSwitch unit(s), Chapter 1: TalkSwitch Installation on page
1 provides the information you need.
IMPORTANT INFORMATION
Electrical shock
Do not open the enclosure, except as instructed to install an upgrade kit.
When installing an upgrade kit, disconnect the power adapter before
removing the enclosure cover, and replace the cover before reconnecting the
power adapter.
Do not expose the TalkSwitch to any liquids; that can pose a risk of electrical
shock
Power and lightning surge protection
Surge protection devices are recommended to protect TalkSwitch is areas
subject to lightning or power surges. Please consult your reseller for
recommended surge protection devices.
If TalkSwitch has been supplied with surge protection devices to meet local
regulatory requirements, these devices must be installed as described in their
installation instructions.
Do not connect or disconnect any telephone lines during thunderstorms.
Power adapter and power cord
Use only the power adapter and power cord supplied with your TalkSwitch.
Check the supply voltage matches the rating on the power adapter label. If
your supply voltage does not match the power adapter rating, please consult
your reseller.
For safe operation, the TalkSwitch power adapter must be connected to a
power supply socket with a third pin (ground /earth).
TALKSWITCH USER GU ID E XV
Power failure
The equipment will not operate when mains power fails.
Please ensure that a standard telephone that does not require mains power is
connected to extension jack E4 for emergency use. During a power failure
telephone line port L1 will connect to extension jack E4 (except–AU models).
Change password frequently
Setting and frequently changing the administrator password is recommended
to avoid unauthorized changes to system configuration and settings.
PBX fraud
It is recommended that call bridge (DISA) and call back passwords are
changed frequently to avoid unauthorized users making telephone calls
through the TalkSwitch.
Emergency service numbers
Ensure emergency service numbers are not blocked by the toll restriction
feature. Frequently used emergency service numbers are pre-programmed to
avoid blocking, but other local numbers may be used in some locations.
Before routing any emergency service numbers to a VoIP service provider,
check that they do handle emergency service calls and any conditions
associated with this service.
Call redirection and service provider billing advisory
Use of the automatic route selection, toll restriction and call detail recording
features does not imply any guarantee whatsoever by regulatory authorities,
telephone service provider(s), TalkSwitch or its distributors and resellers,
with regard to the accuracy of these features and that the use of such a
features may not be considered by a telephone company in any disputes
which may arise regarding the accuracy of any subscriber's telephone
account.
Cleaning
Use a slightly moistened cloth or an anti-static cloth to clean TalkSwitch. Do
not use any solvents. Never use a dry cloth; electrostatic charges could
damage the electronics in the system. Ensure, however, that no moisture
penetrates into TalkSwitch, which can result in damage.
XVI PREFACE
FINDING THE INFORMATION YOU NEED
The following user guide functionality helps you find the information you
need quickly and enables you to skip the information you don’t need. This
will make your experience with this user guide and your TalkSwitch system
installation and configuration much more efficient.
Using the table of contents and the index
The table of contents at the front of this user guide contains all of the
section headings and page numbers throughout the manual. The index at the
back of the user guide contains a keyword reference with page numbers. If
you are using this guide online in PDF format, the headings and keywords
will contain hyperlinks, allowing you to quickly navigate to the sections you
need.
Navigating with cross-references
Cross-references are contained throughout the user guide in order to help
you access related information and illustrations quickly. As with the
headings and keywords located in the table of contents and index, these
cross-references contain hyperlinks, allowing you to quickly navigate to the
sections you need.
Where to go for further information
The guides listed below and other guides can be found on the TalkSwitch
software CD, in the TalkSwitch folder in the Windows Start menu once the
software has been installed, and in the support section of our website at
www.talkswitch.com/support.
• For basic installation and configuration instructions, refer to the Start
Guide that ships with every TalkSwitch unit.
• For information on setting up a TalkSwitch system to use VoIP, refer to
the VoIP Configuration Guide.
GUIDE CONVENTIONS
The TalkSwitch User Guide uses the following text elements and icons as
visual aids, making the manual more accessible.
TALKSWITCH USER GU ID E XVII
Text elements
Italic Italicized text highlights labels within windows,
references within the document, and references to
other TalkSwitch documents.
Bold Bolded text highlights window names, button names,
menu commands, links, and telephone keys.
“Italic” Italicized text in double quotes highlights TalkSwitch
system voice prompts you hear from a telephone.
<Italic> Italicized text in brackets highlights text you are
asked to type.
Icons
The Networked icon is used to mark sections with
information pertaining to a setup where two or more
TalkSwitch units are networked together on a LAN.
The VoIP icon is used to mark sections with
information pertaining to a setup where VoIP is being
used.
The IP extension icon is used to mark sections with
information pertaining to the set-up and use of IP
extensions.
The Alert icon is used to mark sections that are
important. They may contain warnings or cautions
alerting the user to pay special attention.
XVIII PREFACE
CHAPTER 1
Chapter 1: TalkSwitch Insta llation
TALKSWITCH INSTALLATION
TALKSWITCH PACKAGE CONTENTS
TalkSwitch units ship with everything you need to get started. A power
adapter, cables, a software CD and documentation comes with every unit.
Refer to the Start Guide included with the unit to verify you have everything
you need. The package for VoIP enabled units also contains a VoIP
Configuration Guide.
If any of these items are missing, please contact your TalkSwitch dealer.
Caution: If TalkSwitch has been exposed to low temperatures prior to
installation, wait until the system has reached room temperature before
connecting the power cord to avoid condensation.
TALKSWITCH CONFIGURATION SOFTWARE SYSTEM REQUIREMENTS
• PC running Windows XP, 2000 or Vista (32-bit)
• 160 MB free hard disk space
• 256 MB RAM
• USB or Ethernet port
• Minimum 800 x 600 minimum video resolution
TALKSWITCH USER GUIDE 1
UNIT FRONT PANEL
The front panel consists of a power button, four line lights, and the power/
data light.
Figure 1: Front panel
Light State Description
Line 1 to Line 4 On Line is in use.
Flickering Line is ringing.
Pulsing slowly Line caller is on hold.
Pulsing quickly Line is engaged by a device that is
sharing the line with TalkSwitch.
Power/Data On TalkSwitch is powered on.
Flickering The TalkSwitch unit is exchanging data
with the computer via USB.
Pulsing slowly A voicemail message has been left in one
of the mailboxes. This indicator is
disabled by default, but can be enabled.
TalkSwitch models with eight telephone lines do not have lights for Lines
5 to 8.
What the flashing lights mean
The TalkSwitch unit flashes the lights on the front panel in different
patterns to show diagnostic states.
Line 1, 2, 3 and 4 lights flashing simultaneously
The unit ID of this unit is in conflict with another unit on the same LAN.
1. Assign a different unit ID to each unit. For more information, see Setting
or changing the unit ID on page 24.
2TALKSWITCH INSTALLATION
Power/Data and Line 1, 2, 3 and 4 lights flashing simultaneously
The boot block is functioning, but the firmware needs to be updated or
reloaded. Ensure that you update the firmware with the latest version. Do
not use the version on the installation CD, because there might be a newer
version.
1. Choose File > Update Firmware...
Line 1 and 4 lights, then Line 2 and 3 lights flashing alternately
The prompts are corrupted or not loaded. Ensure that you update the
firmware with the latest version. Do not use the version on the installation
CD, because there might be a newer version.
1. Choose File > Update Firmware...
Line 1 and 3 lights, then Line 2 and 4 lights flashing alternately
The firmware and prompts have been updated, and the TalkSwitch unit needs
to reboot.
1. Choose Tools > Reboot TalkSwitch or, on the front panel, turn the
power button off and back on.
Line 2 and 3 lights flashing simultaneously
File system error.
1. Choose Tools > Reboot TalkSwitch or, on the front panel, turn the
power button off and back on.
Line 1 and 4 lights flashing simultaneously
Voice mailbox error.
1. Choose Tools > Reboot TalkSwitch or, on the front panel, turn the
power button off and back on.
Power/Data and Line 1, 2, 3 and 4 lights on steady
The boot block is corrupt.
1. Contact the Technical Support department at TalkSwitch.
TALKSWITCH USER GUIDE 3
UNIT BACK PANEL
Figure 2: TalkSwitch 240vs, 244vs and 248vs
Figure 3: TalkSwitch 280vs, 284vs and 288vs
Figure 4: TalkSwitch 480vs, 484vs and 488vs
Figure 5: TalkSwitch 840vs, 844vs and 848vs
The PF box between E4 and L1/L2 represents power failure support. In
the event of a power failure or loss of power to TalkSwitch, extension
jack E4 is able to receive and make calls on Line 1.
4TALKSWITCH INSTALLATION
Port Purpose
MUSIC The music connector is a 1/8” (3.5mm) mono phono
jack used as an audio input for the music on hold
feature.
PA The PA (public address) connector is a 1/8” (3.5mm)
mono phono jack used as an audio output for the
external paging feature.
LAN The LAN connector is an RJ-45 jack used for
connection to a PC, connection of IP extensions,
connection of VoIP lines, and unit-unit networking.
There are three green LEDs on the right of the LAN
port. The top LED indicates network synchronization
(connection), the middle LED indicates data Rx
(receiving data), and the bottom LED indicates data Tx
(transmitting data).
E1-E8 The extension connectors are RJ-11 jacks for analog
extensions.
L1-L8 The line connectors are RJ-11 jacks for telephones
lines.
USB The USB connector is a standard USB jack for
connecting to a PC.
MEMORY SLOT The memory card slot is a socket used with TalkSwitch
memory cards. Memory cards are not available in some
markets.
POWER The power connector is a receptacle rated at 16 VAC/
1.5A for connecting the supplied AC adapter input
line.
TALKSWITCH USER GUIDE 5
INSTALLING THE TALKSWITCH CONFIGURATION SOFTWARE
Installing the software
The latest version of the TalkSwitch software can be downloaded from
www.talkswitch.com/support.
1. If the TalkSwitch unit is connected with a USB cable, disconnect the
cable.
2. Turn on your computer and insert the TalkSwitch CD into your CD drive.
The install program starts automatically.
3. Click NEXT and follow the instructions.
If the TalkSwitch unit was connected with a USB cable:
1. Reconnect the cable. The Found new hardware icon will appear,
followed by the USB driver installation wizard.
2. Proceed with the USB driver installation by clicking Next.
3. Once the USB driver files have been installed, click Finished.
4. Once the USB driver installation is complete, start the TalkSwitch
configuration software.
5. When the Connection window appears, select USB, and then click
Connect. The Data LED on the TalkSwitch unit will blink when the
connection is successful.
If you prefer to use Windows Explorer or if the install process does not
launch automatically:
1. Double-click the My Computer icon.
2. Double-click the CD-ROM/DVD drive.
3. Double-click the Startscreen.exe icon and follow the instructions. After
you click the Finish button, you will see the TalkSwitch icon on your
desktop. This means that you have successfully installed the TalkSwitch
configuration software.
6TALKSWITCH INSTALLATION
Upgrading the TalkSwitch software and firmware
We are continually looking for ways to enhance your communications
capabilities. When new features are added, we provide our users with
immediate access to an update directly from Windows Start menu.
1. Click Start > Programs > TalkSwitch 5.00 > TalkSwitch Auto Update.
If your TalkSwitch configuration software is due for an update, a window
informs you of the status of your software version. If you need an
update, you have the option to download the update.
2. Click the Download button to download the update. After the file is
downloaded, the Auto Update program prompts you to install the update.
3. Click Yes to install the update. You can also install the update later from
C:\Program Files\TalkSwitch\TalkSwitch Configuration 5.00.
The TalkSwitch configuration software must be closed in order to install
the update.
Alternatively, you can check the versions you are running once the system is
connected by following the three steps below.
TALKSWITCH USER GUIDE 7
Step 1 — Check current version
To identify the appropriate update file, you must determine your TalkSwitch
software and firmware versions. To find your TalkSwitch software version
number, choose Help > About TalkSwitch Configuration Utility...
Write down the software number. Go to the TalkSwitch website at
www.talkswitch.com/support. The instructions help you select and
download the appropriate upgrade.
The instructions on our website take precedence over any instructions in
this user guide.
The TalkSwitch firmware version number of each unit is listed in the System
Information window. Networked units have to run the same firmware
version to operate properly on the same LAN.
1. Open the TalkSwitch configuration software if not already open.
2. Click About TalkSwitch.
3. Click View System Information.
4. Confirm that all the units have matching firmware versions.
8TALKSWITCH INSTALLATION
Step 2 — Download new software and firmware
When you double-click on the appropriate version for downloading, a window
displays, asks you to enter a file name and select a folder for the download.
We suggest leaving the file name as it is (e.g. TSC500043.exe) and saving it
to your PC in C:\Program Files\TalkSwitch\TalkSwitch Configuration 5.00.
Once the download is complete, begin your upgrade by double-clicking on
the install file or using the Run command on the Windows Start menu. A
series of windows will guide you through the installation process.
This process updates your TalkSwitch configuration software to a newer
version. You still need to update the firmware to take advantage of new
features. The new firmware file is placed in the TalkSwitch directory after
running the install program.
Step 3 — Updating the firmware
The last step is to update the firmware. Make sure your TalkSwitch is
connected to your PC.
1. Open the TalkSwitch configuration software.
2. Choose File > Update Firmware.
The update time varies depending on the connection type, how many files
are needed and how many units are updated. On average the process takes
between 1 and 5 minutes. The LED lights on the TalkSwitch front panel show
diagnostic indicators for the update. See What the flashing lights mean on
page 2. When the update is completed, you are prompted to reboot
TalkSwitch. In the window, click the Proceed button.
Should the firmware update fail, please repeat the update process above. If
the problem persists, contact your reseller or TalkSwitch.
Most firmware updates do not alter your system configuration. In certain
circumstances, during a major system update, the configuration file may get
reset to default values.
When you configure a unit for the first time and every time you modify the
configuration, we recommend that you save your configuration file to your
PC and preferably to removable media (3.5" Floppy, CD-ROM disc or Flash
stick) as a back-up. This avoids having to reconfigure the entire system in
case of a hardware failure.
TALKSWITCH USER GUIDE 9
Saving and retrieving the TalkSwitch configuration software accesses the
C:\Program Files\TalkSwitch\TalkSwitch Configuration
5.00\LastSavedConfig5.00.tsd file.
If you have to replace your computer, please download the latest install
file from our website and follow steps 2 and 3 above. Run the install
program. In case of a major system update, copy the back-up of your
configuration file to C:\Program Files\TalkSwitch\TalkSwitch
Configuration.
INITIAL CONFIGURATION
Once your software is installed and your TalkSwitch is connected directly to a
PC or via a switch/hub to the LAN, you can customize the TalkSwitch system
with the TalkSwitch configuration software.
If you connect TalkSwitch to your phone system, it will do the following:
• An incoming call on any line will ring all local extensions.
• A receptionist can manually transfer calls to local extensions or
voicemail.
• Every local extension will have a voice mailbox.
Recommendation: To minimize the disruption time of your telephone
lines during the system setup, we recommend that you configure the
unit before you connect all the local extensions and telephone lines to
the TalkSwitch unit.
SELECT LOCATION FOR INSTALLATION
Select a suitable location for installation of TalkSwitch.
TalkSwitch can be installed on a desktop or mounted on a wall. It can be
installed in a office or communications or utility room.
Choose a location that meets the following requirements:
• Ambient temperature between 0°C-35°C
• Away from heat sources, and direct sun light
• Avoid rooms with excessive humidity or dust
10 TALKSWITCH INSTALLATION
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