Talkswitch CT.TS005.003902 User Manual

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ANSWERS WITH INTELLIGENCE

TALKSWITCH USER GUIDE

TALKSWITCH

RELEASE 5.0

CT.TS005.003902

For use in North America

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

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

• Within 1.5m of a power socket.

• Close to telephone company demarcation point for telephone lines, or

sockets, and any in-building telephone wiring connection point.

• Away from any electronic devices that emit radio signals.

• Away from hazardous or explosive materials.

When installing multiple TalkSwitch units, do not stack units on top of each other.

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 damage due to condensation.

Caution: 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).

Caution: Surge protection devices are recommended to protect TalkSwitch in areas subject to lightning or power surges. Please consult your reseller for recommended surge protection devices.

Wiring

Make the most of your phone system with optimal home/office wiring. If you need help wiring your house or small office and are not sure where all the jacks are or what colors of wires to use, refer to Appendix H: Home/Office Wiring Guide on page 257.

Figure 6: An example of residential wiring

TALKSWITCH USER GUIDE 11

CONNECT TALKSWITCH TO A NETWORK OR A PC

Connect the AC adapter provided with TalkSwitch from an electrical outlet to the TalkSwitch unit. Never use a power adapter other than the one that came in the TalkSwitch package.

To configure the TalkSwitch settings, connect the unit to the PC with the TalkSwitch configuration software installed.

Ethernet connection

An Ethernet cable is supplied with specific unit models. This connection requires a LAN and a PC on the same switch. Any PC on the LAN can configure the unit.

Sharing computer data and TalkSwitch voice data, on the same hub can cause voice degradation during high traffic periods. For best results, place TalkSwitch units on a switch, or on their own hub.

Figure 7: LAN connection

1. Connect TalkSwitch to your hub or switch using the supplied Ethernet

cable and connect your PC to the hub or switch using another standard Ethernet (CAT 5) cable with RJ45 connectors.

2. If not already turned on, press the Power button on the front of your

TalkSwitch and turn on your computer.

12 TALKSWITCH INSTALLATION

3. Double-click the TalkSwitch icon on your desktop to open the TalkSwitch

configuration software. If the software was unable to detect your TalkSwitch automatically, a window opens requesting you to select the connection type.

4. Select Ethernet and the adapter you wish to use from the drop-down list

and click Connect...

5. Once connection has been established, the TalkSwitch System

Configuration window opens..

A PC can connect directly to the TalkSwitch LAN port using a ‘cross-over’ cable equipped with RJ-45 connectors.

If you encounter difficulties opening the TalkSwitch configuration software, check that all your wires and plugs are securely connected.

USB connection

A USB cable is supplied with specific models. The PC and TalkSwitch unit must be in close proximity.

1. Connect the cable to a USB port on your PC and to the USB port on the

back of TalkSwitch.

2. If not already turned on, press the Power button on the front of your

TalkSwitch and turn on your computer.

TALKSWITCH USER GUIDE 13

3. Double-click the TalkSwitch icon on your desktop to open the TalkSwitch

configuration software. The following window appears.

4. Select USB from the drop-down list and click Connect... A progress bar

indicates that the configuration is being retrieved. When this process is completed, the TalkSwitch System Configuration window opens.

The computer connection is only needed to change the configuration settings. It can remain disconnected at other times.

Internet connection

Select Internet from the drop-down list and click Connect... A progress bar indicates that the configuration is being retrieved. When this process is completed, the TalkSwitch System Configuration window opens.

Ensure your unit is connected to a LAN with the supplied Ethernet (CAT 5) cable. The top LED on the back panel beside the LAN port indicates that a connection has been

14 TALKSWITCH INSTALLATION

established with a switch or hub. To support remote configuration over IP, map the TCP/IP 9393 port from your firewall to TalkSwitch. Please refer to the manual for your router/firewall to activate port forwarding.

1. Double-click the TalkSwitch icon on your desktop to open the TalkSwitch

configuration software. The window below is displayed.

2. From the drop-down list in the window, select Internet as the connection

type.

3. In the Address field of the Internet IP Connection Settings section, enter

the public IP address or the FQDN of the TalkSwitch location and click

Connect.... A progress bar indicates that the configuration is being

retrieved. When this process is completed, the TalkSwitch System Configuration window opens.

Using the address book

You have the option to store several locations in the address book.

1. Click the Address Book button.

a) To edit or delete an existing entry, highlight the item you wish to

edit or delete and click Edit or Delete.

TALKSWITCH USER GUIDE 15

b) To add a new address, click New.

c) Type the name of the location into the Entry Name field.

d) Type the Internet address of the location into the Internet Address

field and click OK.

CONNECTING TELEPHONE LINES

Advisory: In order to minimize disruption to your business, you may want to configure TalkSwitch before connecting it to your telephone lines and local extensions.

The TalkSwitch unit will perform call handling, and will route all incoming calls to the extensions. Call handling includes call forwarding, transferring, voicemail, etc. Telephone lines are not directly connected to any of the local extensions. The TalkSwitch configuration determines how telephone lines are routed to local extensions.

1. Connect the TalkSwitch unit to the telephone company’s line sockets

using the dual-wire telephone cables provided. Take note of which telephone line is connected to each line port. This information will be used in the configuration section.

If you have a unit with more than two telephone lines, connect your RJ11 telephone lines, beginning with L1. If you have two telephone lines out of one phone jack, you will require a dual-to-two-single-line adapter or replace the two-line cord with two single-line cords.

Caution: 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 telephone lines.

16 TALKSWITCH INSTALLATION

CONNECTING LOCAL EXTENSIONS

A local extension is an analog extension or IP extension. An analog extension is a device (standard phone, cordless phone, fax machine or modem) connected to extension jack E1-E8. A local IP extension is an IP phone connected via LAN. An external IP extension is an IP phone connected via the internet, and requires the TalkSwitch unit to have VoIP capability.

Connect a single-line device to an extension jack the same way you would plug it into a standard telephone wall jack.

Connect an analog phone that does not require mains power to E4 to ensure communications during a power failure. In the event of a power failure or loss of power to TalkSwitch, E4 is able to receive and make calls on Line 1.

Connecting a single-line analog phone

This is the basic, simple set-up. All functionality including transferring calls, forwarding calls and voicemail, is handled by the unit. Even the most basic of phones, once connected, will inherit these functions.

Figure 8: Single-line phone

Each phone is connected to a single

TalkSwitch Jacks

Incoming Phone Lines

Extensions 111 112

E1 E2 E3 E4

113

Connecting a dual-line analog phone

extension. A call transferred to extension 111 will ring the phone connected on jack E1. A call transferred to extension 112 will ring the phone on jack E2 and so on.

114

You can plug a dual-line phone into the TalkSwitch unit using one or two extension jacks. Figure 9 on page 18 shows a dual-line phone using one jack and Figure 10 shows a dual-line phone using two jacks.

Most dual-line phones have separate plug-ins for two telephone lines (Line 1 and Line 2). If your dual-line phone does not have separate plug-ins, you can use a Line 1/Line 2 splitter to separate the two telephone lines as shown in Figure 11. A four-line phone can use two splitters to separate the four telephone lines as shown in Figure 12.

TALKSWITCH USER GUIDE 17

Figure 9: Dual-line phone on one jack

TalkSwitch Jacks

Incoming Phone Lines

E1 E2 E3 E4

Line Splitter

Extension 111

Figure 10: Dual-line phone on two jacks

TalkSwitch Jacks

Incoming Phone Lines

E1 E2 E3 E4

Extensions 111 and 112

Figure 11: Dual-line phone on splitter

TalkSwitch Jacks

Incoming Phone Lines

E1 E2 E3 E4

Line Splitter

TalkSwitch extension 111 is connected to a dual-line phone using one extension jack. Calls on extension 111 show Line 1 as active.

TalkSwitch extensions 111 and 112 are connected to a dual-line phone using two extension jacks. Calls on extension 111 show Line 1 as active. Calls on extension 112 show Line 2 as active.

TalkSwitch extensions 111 and 112 are connected to a dual-line phone using a line splitter. Calls on extension 111 show Line 1 as active. Calls on extension 112 show Line 2 as active.

Extensions 111 and 112

Figure 12: Four-line phone on two splitters

Jacks 111, 112, 113 and 114 are all

Incoming Phone Lines

TalkSwitch Jacks

E1 E2 E3 E4

Line Splitter Line Splitte

4-Line Phone

Extensions 111, 112, 113

wired to the four-line phone. When a call is transferred to extension 111, Line 1 on the phone shows as active. Calls on extension 112 show Line 2 as active and so on. You can configure

114

each incoming line to ring any given number of extensions. Configure incoming Line 1 to ring extension 111, Line 2 to ring extension 112, etc.

18 TALKSWITCH INSTALLATION

Connecting an IP phone

Plug the IP phone into your switch/hub using the supplied RJ-45 cable. Refer to the IP Phone Configuration Guide by clicking Start > Programs >

TalkSwitch 5.00 > Documentation > IP Phone Guides > Adding IP Phones to TalkSwitch. If you are using a third-party IP phone, refer to the

user guide of the third-party IP phone for configuration instructions.

Connecting a modem

Plug the modem’s telephone cable into a unit extension jack. Your modem is now an extension that can access all lines and take advantage of call routing features.

A modem connected to a TalkSwitch unit operates at up to 28 kbps.

If you don’t want to change your dial-up settings for the modem, enable Direct Line Access for the extension associated to the modem. For more information, see Local Extensions on page 60.

Connecting a fax machine

If you are connecting a fax machine to a TalkSwitch unit, plug it into an extension jack.

TalkSwitch provides you with three options to configure your fax machine. Choose the best option for your office.

Option 1 — Dedicated fax line

You may already have an incoming dedicated fax line. You can leave this line directly connected to your fax machine. Connect the remaining telephone lines to your unit. Telephone lines will be handled by the unit and your fax will work the way it has always worked.

TALKSWITCH USER GUIDE 19

Figure 13: Dedicated fax line

Advantages: It’s easy to set up and you don’t need to change the way your fax handles calls.

Disadvantages: The dedicated fax line cannot be shared with the other phone devices (i.e. you cannot make an outbound voice call on your fax line). The dedicated fax line costs money, and may not be used as frequently as it could be.

Option 2 — Distinctive ring

Distinctive ring is a service provided by your phone company. A second phone number is added to a telephone line. A call to either phone number will ring the same line, but with different ring patterns. You can use one ring pattern to indicate a fax.

Figure 14: Distinctive ring

Advantages: This option does not require a second physical line for faxes. More telephone lines can be added as you grow. You can keep the same fax arrangement.

Disadvantages: Your phone company may charge a fee for the distinctive ring. If you choose this option, you will require the distinctive ring service from your telephone company.

20 TALKSWITCH INSTALLATION

Option 3 — Automatic fax detection via the auto attendant

The auto attendant can detect incoming fax calls and route them accordingly. To enable this, an auto attendant must answer all incoming calls. It will listen for a fax tone (CNG) to determine if the call is an incoming fax. If so, the call is routed to the fax machine. You must create an auto attendant to use this method.

Figure 15: Automatic fax detection via auto attendant

Advantages: Calls are automatically handled for you. Distinctive ring service is not required. Any telephone line can receive a fax or a call, making better use of your resources.

Disadvantages: Some older fax machines do not emit a fax tone (CNG). Therefore, the auto attendant cannot detect incoming faxes from those devices. If your auto attendant volume is set too high or if your telephone lines are noisy, the auto attendant may have difficulty detecting the incoming fax tone and therefore not route the call to the fax machine. You can solve this problem by adjusting the volume. For more information, see Audio controls on page 130.

CONNECTING TO THE PA (PUBLIC ADDRESS) JACK

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" (3.5 mm) mono phono connector. If you have more than one unit connected to a LAN, you need to provide a connection onto the system to the PA system.

SETTING UP MUSIC ON HOLD

Callers tend to react more positively to waits or transfers if they hear music. You can also play an advertisement or provide information about your company.

TALKSWITCH USER GUIDE 21

External audio source

The music jack is designed to support an external audio source like a CD player, tape player or PC media player.

Advantages: The length of the recording is not limited by the amount of memory in the TalkSwitch units. All of the TalkSwitch memory is available for voicemail and auto attendants. Different TalkSwitch units can have different music on hold.

Disadvantages: Extra dedicated equipment must be connected and running constantly. A separate sound source is required for each unit.

1. Connect the audio source via its headphone output to the music jack. Use

a cable with a 1/8" (3.5 mm) mono phono connector.

2. If your system has multiple TalkSwitch units, either use a different audio

source for each unit, or use a splitter to connect the one audio source to each unit.

Internal audio file

You can load an audio .wav file into the TalkSwitch unit. If you have more than one unit connected by LAN, the .wav file is automatically copied to each unit.

Advantages: No additional equipment is required. All units use the same file, which provides seamless music for calls transferred across the system.

Disadvantage: The length of the recording is limited by the amount of memory in the TalkSwitch units. Less time is available for voicemail and auto attendants.

The recording time for internal music on hold, voicemail, and the auto attendants is two hours per TalkSwitch unit. You can expand the built-in memory using memory cards.

NETWORKING TALKSWITCH UNITS ON A LAN

Up to four units can be networked together over a LAN to increase the number of telephone lines and extensions in your phone system.

Connecting TalkSwitch units to a LAN

You can plug your unit(s) into your existing LAN or operate it on its own LAN with an Ethernet switch. Ensure that the firmware on all units is updated before adding them to the LAN.

22 TALKSWITCH INSTALLATION

Check www.talkswitch.com/support for the latest updates.

TalkSwitch unit enclosures are not designed for stacking. We recommend wall-mounting units to maximize airflow and keep the units from overheating.

Ethernet switch

A switch provides direct communication between units, thus keeping the voice-over-LAN data isolated from other data on the network.

1. Connect up to four units to the LAN switch.

2. Connect a computer to the phone system using the LAN connection or

directly to the unit through the USB or LAN port.

3. Power up and configure your units before adding any IP extensions that

will be part of the system. It is important that you place the IP extensions on the same subnet as TalkSwitch.

Example: If your TalkSwitch unit has the IP address 192.168.1.200, your IP extension should use IP addresses in the range 192.168.1.xxx that do not conflict with other IP addresses.

Figure 16: Three units connected via a switch

MUSIC PA

E5 E6 E7 E8

E1 E2 E3 E4

E5 E6 E7 E8

E1 E2 E3 E4

L4L3

L2 USB POWER

L4L3

L2 USB POWER

E5 E6 E7 E8

MUSIC PA

LAN

Reset

1Internet 234

E1 E2 E3 E4

POWER

L4L3

L2 USB POWER

LAN

Power up all the TalkSwitch units

Connect the provided AC adapters to each unit and plug the adapters into available power outlets. Turn the units on by pressing the Power button on the front of each unit. The lights on the front panels of the units will flash. This means that they are powered up and connected to the LAN, but their ID numbers are not set.

TALKSWITCH USER GUIDE 23

Setting or changing the unit ID

Units are shipped from the manufacturer with unit ID 1. If two or more units are placed on the same LAN with the same unit ID number, it causes a conflict. The four line lights on the front panel of each unit will start flashing. You have to assign a different unit ID to each unit.

To change the unit ID, the TalkSwitch configuration software must be closed!

1. Close the TalkSwitch configuration software.

2. Connect a standard phone to one of the extension jacks on the unit.

3. Press to enter command mode.

4. Enter a password if prompted.

5. Now, you have the following options:

Keys Result

00 Responds with the unit ID number of that particular

unit.

01 Sets the unit ID to 1.

02 Sets the unit ID to 2.

03 Sets the unit ID to 3.

04 Sets the unit ID to 4.

The system indicates that the update was successful and the front panel lights stop flashing after a few seconds. When the front panel Data light is on solid, the units are ready for network use.

How unit IDs affect system extension numbers

After successfully changing each unit ID to a unique number, it can be identified by the network. More importantly, each local extension, remote extension, and voice mailbox has a unique number.

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

Local extensions (analog / IP)

24 TALKSWITCH INSTALLATION

111–118 121–128 131–138 141–148

Local extensions (IP only)

151-158 161-168 171-178 181-188

Remote

210-219 220-229 230-239 240-249

e x t e n s i o n s

Local m a i l b o x e s

Remote

111-118 151-158

121-128 161-168

131-138 171-178

141-148 181-188

210-219 220-229 230-239 240-249

m a i l b o x e s

General

410-419 420-429 430-439 440-449

m a i l b o x e s

Keep track of the lines and extensions

To keep track of the extensions and telephone lines connected to each unit, label each unit with its unit ID. It simplifies matters when you need to add or remove extensions and lines.

If the units are located in a room away from the extensions and you need to identify the units, the View System Information utility in the TalkSwitch configuration software allows you to identify each unit as follows:

1. Open the TalkSwitch configuration software.

TALKSWITCH USER GUIDE 25

2. Click the View System Information link below the TalkSwitch image.

3. Select the Unit ID to verify.

4. Click the Identify button and observe the flashing LEDs. The lights stop

flashing when you click the Close button or when 5 minutes have elapsed.

Optimizing the system for networked use

TalkSwitch units have been designed to operate optimally when in a networked state. Below are a few items that have been designed for better network use.

Configuration settings

All units are cloned with identical settings. If a unit has disappeared off the network (adapter unplugged, LAN disconnected, LAN failure, etc.), the system can still handle the calls since it retains the configuration settings of the missing unit. If an extension or a voice mailbox cannot be reached, the caller hears a system prompt: “The extension you are trying to reach is

currently unavailable, please try again later.”

Outgoing line hunt groups

When two or more units are on a LAN, the system tries placing calls out on the same unit the call originates from. This avoids using a line across the LAN on another unit, which helps to minimize the LAN traffic and optimizes the opportunity for all inbound calls to connect across the LAN if required.

Auto attendants

There are a total of nine auto attendants that are shared by all units on the LAN. When an auto attendant is recorded on any unit, it is automatically copied to all other units on the LAN. This design minimizes LAN traffic and provides functionality back-up in case a unit or units have disappeared off the network (adapter unplugged, LAN disconnected, LAN failure, etc.). In this event, all units can still answer inbound calls with the same auto attendant messages.

26 TALKSWITCH INSTALLATION

Voicemail

All local extension and remote extension voicemail data is stored on the unit that the extension is connected to. For example, all greetings, directory names and voicemail messages for extensions 121-128, 220-229 and mailboxes 420-429 are stored on unit 2. If a unit is completely filled with voicemail messages, the system will not accept any more messages for its extensions. However the other units will accept messages for their extensions. If you need more memory, TalkSwitch memory cards can be purchased from your reseller. To view the memory usage of each TalkSwitch unit and each mailbox, choose Tools > Memory Usage > Voicemail or choose Tools > Voicemail Manager.

Special considerations when connecting multiple units to a LAN

Each unit is identified with a tab at the top of the configuration window, as shown in the following illustration.

Multiple TalkSwitch units on a LAN will function as a single phone system. Some features are expanded as you add units, and other features are not.

As you add more units, the number of telephone lines, local extensions, VoIP lines, remote extensions and voice mailboxes will increase.

For example, if you have a 480vs and a 244vs connected on the same LAN, the system can support 6 telephone lines, 32 local extensions, 4 VoIP lines, 20 remote extensions, 32 local voice mailboxes, 20 remote voice mailboxes, and 20 general voice mailboxes.

The features listed below are not affected by the number of units on the LAN, so capacity will not increase as you add units.

Feature Description

Auto

There are nine auto attendants.

Attendant

Ring Groups There are ten ring groups (300-309).

Park Orbits There are ten park orbits (500-509).

TALKSWITCH USER GUIDE 27

Music on Hold

Public Address (PA)

You can add music on hold to your system by loading an internal music file. The music file is copied to each TalkSwitch unit, so the music on hold will be the same for each line of each unit.

Each unit has a PA output for connection to a public address system. The PA output for a TalkSwitch unit is only accessible from extensions connected to that unit. To connect all outputs to a single amplifier, you will require an adapter.

INCREASING MEMORY CAPACITY

The recording time for internal music on hold, voicemail, and the auto attendants is two hours per TalkSwitch unit. You can expand the built-in memory using memory cards. Contact your reseller to purchase memory upgrades.

TalkSwitch memory cards

TalkSwitch memory cards are specifically formatted for use with TalkSwitch units. They allow you to add additional voicemail message capacity to your unit. Voicemail memory is used to store messages left in voice mailboxes. It is also used to store auto attendant greetings and announcements.

Figure 17: Memory card

Installing a memory card

1. Insert the memory card into the memory slot with the gold contact face

down and the “This side up” label showing. You don’t have to turn the unit off or disconnect any of the telephones.

2. Ensure the Total Unit Time has increased in the Mailbox Data window.

See Viewing mailbox data on page 92.

28 TALKSWITCH INSTALLATION

Figure 18: Memory card slot

UPGRADING TALKSWITCH UNITS

As your business grows, your TalkSwitch unit(s) may need upgrading. You have the option of upgrading your units to VoIP, as well as adding telephone lines and extension jacks. The upgrade kit consists of a top board that you add to your existing TalkSwitch unit, as well as a guide containing detailed, step-by-step instructions for the upgrade procedure.

Purchase VoIP modules and upgrade boards at your reseller. Visit http:// www.talkswitch.com/products/upgrades_accessories.asp on the TalkSwitch web site for more details.

Note that in some cases it may be easier and more cost effective to buy another TalkSwitch unit than to upgrade an existing unit.

Upgrade TalkSwitch

Unit

Add four VoIP lines

Add eight VoIP lines

TALKSWITCH USER GUIDE 29

240vs 280vs 480vs 840vs 48-CA

Board TalkSwitch

Equivalent

4plus 244vs

284vs 484vs 844vs 48-CVA

8plus 248vs

288vs 488vs 848vs 48-CVAv2

Upgrade TalkSwitch

Unit

Board TalkSwitch

Equivalent

Add six telephone lines

Add four extension jacks

Add two telephone lines and four extension jacks

240vs 244vs 248vs

240vs 244vs 284vs

240vs 244vs 248vs 24-CA

600plus 840vs

844vs 848vs

40plus 280vs

284vs 288vs

240plus

24-CA to 48-CA top board

480vs 484vs 488vs 48-CA

ENABLING LICENSED ADD-ONS

It is possible to enable the following features on your TalkSwitch:

• Attendant Console software

For instructions on enabling TalkSwitch licensed add-ons, see Licensed add- ons on page 142.

VERIFYING THE CONNECTIONS

If you are having problems, they could be due to loose cables. Check the following:

1. Are your telephone cables connected to a wall jack at one end and the

unit at the other? Ensure the devices you are using as extensions (telephones, faxes, etc.) are plugged into the extension jacks located on the back panel of the unit. Do not plug your extensions directly into a wall jack unless that jack is wired to a unit extension jack.

2. Check the USB or LAN connection between TalkSwitch and your PC.

3. Ensure that the unit AC adapter is plugged into a working power outlet

and that the unit is turned on. Make sure that you are using the AC adapter supplied with your unit. This adapter cannot be substituted with any other adapter. If your adapter appears to be defective, please contact your TalkSwitch dealer to order the proper replacement.

30 TALKSWITCH INSTALLATION

If networked, ensure that you have the latest firmware loaded on all units. To check the firmware version, open the TalkSwitch configuration software, and click the link View System Information. All units listed in the System Information window should have the same firmware version.

CONNECTING A TALKSWITCH UNIT TO A PBX

Connecting a TalkSwitch unit to a PBX allows the TalkSwitch unit to answer calls with an auto attendant. The caller can dial 7 followed by an extension number to reach an extension on the PBX.

1. Connect one or more PBX extensions to the TalkSwitch telephone line

jacks (one PBX extension per line).

2. Configure the PBX to route incoming calls to the PBX extensions that are

connected to the telephone line jacks of the TalkSwitch unit.

3. Configure the auto attendant to answer after a specified number of rings.

4. Record the auto attendant messages. They should list the extensions

with the digit 7 in front of them.

For example, if you have chosen the PBX extension length to be 3 digits and John Smith’s extension is 111 on the PBX, the auto attendant should say: “To speak with John Smith, dial 7111.” When the caller dials 7111, the TalkSwitch unit puts the caller on hold and transfers them to extension 111 on the PBX.

TALKSWITCH USER GUIDE 31

LOADING A CONFIGURATION FILE

You can load the latest configuration file saved on a PC to make edits and save it again as a file or save it directly to TalkSwitch.

1. Double-click the TalkSwitch icon on your desktop to open the TalkSwitch

configuration software. The window below displays.

2. From the drop-down list next to Connection Type, select File.

3. Click the Browse button, select the configuration file you wish to open,

and then click Open.

4. Click Connect....

32 TALKSWITCH INSTALLATION

5. The TalkSwitch System Configuration window opens.

When a unit is being configured, it is locked to prevent other computers or persons using a phone from configuring changes at the same time. If you leave the software open for longer than one hour, the unit unlocks itself to allow configuration changes.

Restoring firmware

The Restore Firmware button updates firmware if an update attempt has failed. Click the Restore Firmware button, then select which firmware file to load onto the unit. The firmware update will then begin. Follow the instructions presented at each step. Progress will be displayed as the update proceeds.

If you are downgrading to an earlier firmware version, and have more than one networked TalkSwitch unit, you must perform the Restore Firmware one unit at a time, with the unit separated from the network during the restore.

TALKSWITCH USER GUIDE 33

CHAPTER 2

Chapter 2: TalkSwitch Config uration

TALKSWITCH CONFIGURATION

INTRODUCTION

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

Context-sensitive help information is available for each option in the TalkSwitch configuration software. Rest your mouse cursor over any of the controls and the information related to that control displays in a pop-up.

TALKSWITCH USER GUIDE 35

TALKSWITCH SYSTEM CONFIGURATION WINDOW

The following illustration shows the TalkSwitch System Configuration window.

[

The numbers are explained below.

1 Menu commands.

2 Configuration navigation controlling the display in the configuration

window.

3 Configuration window displaying configuration information.

4 View System Information is a link to the MAC address, IP address,

hardware and firmware version of the unit.

View Mailbox Data is a link to the time usage by voicemail, auto

attendants, and music-on-hold.

Adjust Date/Time is a link to set the time, date, time zone, and NTP

server.

5 Region shows the location where TalkSwitch is intended to operate

36 TALKS W I TCH CONFIGURATION

MENU COMMANDS

File menu

Open... Opens the existing configuration files from the PC.

TalkSwitch backs up the configuration to a file called Configuration every time you save the settings.

Save to TalkSwitch

Save to File... Saves the current configuration to a file on your PC.

Retrieve Settings

Update Firmware...

Exit Closes the TalkSwitch configuration software.

View menu

Toolbar Toggles the toolbar on and off.

Status Bar Toggles the status bar on and off.

Saves the current configuration to the TalkSwitch unit. New settings must be saved to the TalkSwitch unit to take effect. A progress bar will show the data exchange to the TalkSwitch unit. It takes only a few seconds to complete.

Retrieves the settings from the unit connected to the PC.

Updates the firmware. For more information, see Upgrading the TalkSwitch software and firmware on page 7.

Tools menu

Memory Usage > Voicemail

Memory Usage > Auto Attendant

Voicemail Manager

Terminal Window

TALKSWITCH USER GUIDE 37

Displays a window showing internal memory usage for voicemail messages.

Displays a window showing internal memory usage for auto attendant messages.

Displays a window with options to check the voice mailbox data, delete a mailbox password and reset mailboxes to factory default.

Displays a command line interface. This option is useful for troubleshooting in conjunction with technical support.

Call Logging Output

Defaults... Resets the current page or the entire configuration to

Reboot TalkSwitch

Check for updates

A TalkSwitch unit can store call detail records, or can output them to a PC in real-time. View the call detail records using the Call Reporting licensed add-on application, or a web browser.

defaults.

Prompts you to save the configuration and provides options when to reboot.

Checks the web site for TalkSwitch configuration software updates.

Help menu

Help Documents...

Support on the Web...

About TalkSwitch Configuration Utility...

Opens the folder containing the TalkSwitch documentation.

Launches your browser and links you to our support site.

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

CONFIGURATION NAVIGATION

The configuration navigation organizes all the configuration topics within folders.

Click the sign beside each folder to expand it and display configuration option sub-categories. When you configure TalkSwitch or when you wish to modify the setup, it is helpful to be familiar with this structure.

The following is a brief description of each folder seen in the navigation section to the left of the window.

About TalkSwitch

System Information

Display version information about the TalkSwitch software, the number of new voicemail messages, the time and date, and the current mode.

Configure the system setup. From here you can activate telephone lines and extensions.

38 TALKS W I TCH CONFIGURATION

Voicemail Configure voice mailboxes and global settings for the

voicemail system.

Call Handling

Call Back/ Call Bridge

Options Configure permissions, audio controls, transfer options,

Licensed Add-Ons

Configure how to handle incoming calls. It includes auto attendant and individual call handling setups for telephone lines, extensions and modes of operation.

Configure call back/call bridge (DISA) to reduce your company’s long-distance expenses.

miscellaneous and system timing settings.

Enable applications like Attendant Console.

SYSTEM ADMINISTRATION

System Administration contains the following items:

• Administration

• IP Configuration

• VoIP Configuration

• Telephone Lines

• VoIP Numbers

• Line Hunt Groups

• Automatic Route Selection

• Fax Information

• Local Extensions

• Remote Extensions

• Extension Ring Groups

• On-Hold/Ringback

Some of the configuration screens vary depending on whether multiple TalkSwitch units are networked.

The VoIP Configuration and VoIP Numbers pages are only present if a TalkSwitch unit has VoIP lines.

TALKSWITCH USER GUIDE 39

ADMINISTRATION

The System Information > Administration page allows you to set up the system name, system password, caller ID for outgoing VoIP calls, language, and localization settings (depending on the region).

For security reasons, we recommend that you use password protection at the administrator level. The password is entered at configuration start-up and when you access the configuration through an extension phone.

Change the password frequently to prevent unauthorized users from making calls or changing the configuration.

1. Expand System Information > Administration.

2. Enter a name in the System Name box. If you have multiple units, we

recommend that you assign a system name to each unit for tracking purposes. You will require the system name when logging in through the web interface for status or call detail record (CDR) information.

40 TALKS W I TCH CONFIGURATION

3. Enter a system password in the System Password box. It has to be a 4- to

8-digit numeric password, so that you can also enter it on a touchtone phone.

Caution: If you leave the System Password box blank and are connected to the internet with TCP/IP port 9393 mapped to the unit, the system will be vulnerable to configuration changes by anyone on the internet.

4. Set the caller ID information for outgoing VoIP calls:

• To use the System Name, select Use System Name in Caller ID information for all outgoing VoIP calls.

• To use the First Name and Last Name set up for each local extension, select Use Extension Names in Caller ID information for all outgoing VoIP c alls.

5. To load a different language into the TalkSwitch system:

a) Click Edit. The Language File Management window appears.

b) Select the language, and then click OK. The TalkSwitch configuration

software will show the selected language.

6. Select the language for prompts heard by callers in the Select the default language list.

TALKSWITCH USER GUIDE 41

IP CONFIGURATION

The System Information > IP Configuration page allows you to set up the IP configuration.

1. Expand System Information > IP Configuration.

2. Set whether the system should automatically get system IP settings using DHCP (dynamic host configuration protocol).

• To get system IP settings using DHCP, select Obtain IP and DNS

information automatically. This is the default method, but requires a DHCP server.

If you use a DHCP server, you have to reserve an IP address for each TalkSwitch unit. To reserve an IP address, you need the MAC address of each unit. To view the MAC address, click the View System Information link on the About TalkSwitch page.

• To set system IP settings manually, select Use the following IP and

DNS information.

3. If you selected Use the following IP and DNS information, enter the system IP settings.

a) Enter a static IP address for each TalkSwitch unit in the Unit IP

Address boxes.

42 TALKS W I TCH CONFIGURATION

b) Enter the Subnet mask for the LAN. This address determines what

subnet the unit IP addresses belong to.

c) Enter the IP address of the Default Gateway on your network. A

gateway is a hardware device (i.e. router) that connects the office network to the Internet.

d) Enter the IP address of the Preferred DNS Server. DNS is a service that

is used to resolve a domain name to an IP address.

e) If applicable, enter the IP address of the Alternate DNS Server.

4. If your TalkSwitch system has multiple TalkSwitch units, set the TalkSwitch unit that will act as local proxy.

a) Click the Change... button. The TalkSwitch window appears.

b) Select the TalkSwitch unit, and then click Change.

5. Set up the Public WAN IP Address.

a) Set the Type of public WAN IP address for Internet Connection.

• To have the TalkSwitch unit check its public IP address every five minutes, select dynamic. If the public IP address changes, the TalkSwitch unit automatically uses the new one. This allows the TalkSwitch unit to manage VoIP calls properly.

• If the TalkSwitch unit is within a closed network environment, select static.

b) If you selected dynamic, enter the Public WAN IP address-checker

server name. The default server is checkip.talkswitch.com. This server runs an IP checker application that provides public IP addresses to TalkSwitch units.

TALKSWITCH USER GUIDE 43

c) If you selected static, enter the Current public WAN IP address. This is

the static public IP address from your service provider. If the TalkSwitch unit is not behind a router, this is the IP address of the TalkSwitch unit that is acting as the local proxy.

d) Enter the Fully Qualified Domain Name (FQDN) if this location acts as

the SIP server and uses a dynamic public IP address. You can obtain FQDNs for free at www.dyndns.org.

If your router supports DDNS, program the required information to update the DNS servers. If not, download one of the applications specified on the site. It needs to run on a PC connected to the same LAN to update the DNS servers.

If the unit is enabled as a SIP server and no FQDN was entered, the following prompt appears.

TELEPHONE LINES

The System Information > Telephone Lines page allows you to set up the main number, distinctive ring 1 number, distinctive ring 2 number, and telephone company services for each telephone line. After adding or changing a line, you can calibrate the telephone lines.

The distinctive ring service provides one or two additional phone numbers to the telephone line. Each phone number causes a different ring pattern. You can set up separate call handling for the main number, distinctive ring 1 number, and distinctive ring 2 number.

• Main number corresponds to the normal ring pattern.

• Distinctive ring 1 corresponds to a double ring pattern.

• Distinctive ring 2 corresponds to a triple ring pattern.

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Setting up telephone lines

1. Expand System Information > Telephone Lines.

2. Select a telephone line tab.

3. Select the Activate line check box.

4. Check whether the TalkSwitch unit has detected the telephone line. The TalkSwitch unit first attempts to detect telephone lines during initialization. It tries again when the TalkSwitch configuration software retrieves the configuration from the TalkSwitch unit.

• Line Detected appears if the telephone line was detected when the

configuration was last retrieved.

• Line detected at initialization: No appears if the telephone line was

not detected.

5. If the line detection status is Line detected at initialization: No then detect the line.

a) Check the physical connection of the telephone line to the

TalkSwitch unit.

b) Choose File > Save to TalkSwitch to save the configuration.

Alternatively, you can click the Save settings to TalkSwitch icon.

TALKSWITCH USER GUIDE 45

c) Choose File > Retrieve Settings to update the line detection status.

Alternatively, you can click the Retrieve settings from TalkSwitch icon.

6. Enter the phone number of the telephone line in the Main number box.

7. If the telephone line has the distinctive ring service, and you want to set up different call handling for the distinctive ring numbers, select the Distinctive Ring 1 and Distinctive Ring 2 check boxes. If you want the same call handling for the main number and the distinctive ring numbers, clear the check boxes.

8. If you selected the Distinctive Ring 1 and Distinctive Ring 2 check boxes, enter the distinctive ring numbers. The distinctive ring numbers will appear in the Call Handling > Telephone Lines page.

9. Select the Telephone Company Services that are active on the telephone line. See Appendix B: TalkSwitch and Telephone Company Calling Services for a description of these services and how the TalkSwitch unit uses them.

• 3-Way Calling/Conference allows the same line connect feature to

work with the line’s 3-way calling and conferencing service for call bridge (DISA) calls, and with incoming calls that are routed to remote extensions.

• Transfer and Clear (Centrex/Plexar transfer) allows the TalkSwitch

unit to release the line when it is no longer required for a remote extension call. Enable this feature if the line’s 3-way calling/ conference service will allow a call to remain in progress between other parties if the system hangs-up on the conference call. Enabling this feature without the service will result in incoming callers being disconnected when their call is forwarded to a remote extension.

• Call Waiting is generally not recommended, since it is difficult to

answer a second call on the same line. For applications with more than one line consider using the telephone company’s hunting facility or call forward on busy service.

• Caller ID allows the TalkSwitch unit to forward caller ID information

to the local extensions. The TalkSwitch unit can also use the time information provided by caller ID to update its internal clock.

• Telephone Company Voicemail allows a voicemail service to be

activated on the line.

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• Hunt/Rollover/Busy Forwarding indicates the line has a hunting

facility or call forward on busy service.

Calibrating telephone lines

Calibration optimizes transmission for the type of telephone line or equipment connected to the TalkSwitch unit. Calibration improves performance for call bridge (DISA) and call forwarding.

You should calibrate the lines:

• After adding or changing a telephone line.

• After connecting a line to equipment other than a telephone company line.

• If poor audio performance is encountered.

Only telephone lines that have been detected will be calibrated.

1. Click the Calibrate Lines button. The Choose Line to Calibrate window appears.

2. If required, click the Refresh Lines button to detect the lines.

3. Select the Line check boxes associated with the line(s) to calibrate, and then click OK.

TALKSWITCH USER GUIDE 47

LINE HUNT GROUPS

The System Information > Line Hunt Groups page allows you to set up the name, line type, and set of telephone lines or VoIP lines for each line hunt group.

Ensure that line hunt group 9 allows access to telephone lines that can reach emergency services.

A line hunt group is a set of telephone lines or VoIP lines for making an outbound call. The user dials the line hunt group number. The TalkSwitch unit hunts through the lines in the group, which are arranged in a certain order, and uses the first line that is available.

You can set up nine different line hunt groups. The TalkSwitch unit uses a line hunt group when placing a call from a local extension, to a remote extension, or with the call bridge (DISA) feature. You can restrict the line hunt groups that a local extension can use, in order to reserve telephone lines for high-priority users.

Instead of a set of telephone lines, a line hunt group can include the VoIP lines associated with the TalkSwitch profile, or the VoIP lines associated with the service provider profile. As described previously, the user dials the line hunt group number when placing an outbound call. However the line hunt group contains VoIP lines, and you cannot arrange them in a certain order.

The line hunt groups do not affect incoming calls.

The TalkSwitch system has the following line hunt groups by default. The system will first search the higher line numbers (e.g. line 4) for outgoing calls, since the lower line numbers are more heavily used for incoming calls. You can modify the default line hunt groups as required.

Hunt Group 9 Selects line 4, line 3, line 2, then line 1.

Hunt Group 81 Selects line 1.

Hunt Group 82 Selects line 2.

Hunt Group 83 Selects line 3.

Hunt Group 84 Selects line 4.

Hunt Group 85 - 86 No lines are assigned.

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Hunt Group 87 If the TalkSwitch unit has a VoIP module, and a

VoIP service provider is configured, selects an available VoIP line from those associated with the VoIP service provider. If the TalkSwitch unit does not have a VoIP module, or if no VoIP service provider is configured, no lines are assigned.

Hunt Group 88 If the TalkSwitch unit has a VoIP module, selects an

available VoIP line from those associated with the TalkSwitch VoIP network. If the TalkSwitch unit does not have a VoIP module, no lines are assigned.

1. Expand System Information > Line Hunt Groups.

2. Select a line hunt group tab.

3. Enter a name in the Label box. The name will identify the line hunt group elsewhere in the TalkSwitch configuration software.

4. Set the Line Type.

• To access telephone lines, select Phone Lines.

• To access TalkSwitch VoIP lines, select TalkSwitch VoIP Numbers.

TALKSWITCH USER GUIDE 49

• To access service provider VoIP lines, select VoIP Service Provider 1

VoIP N umbers.

5. If you set Line Type to Phone Lines:

a) Add lines by selecting the adjacent check boxes.

b) Change the order of the lines by selecting a line, and then clicking

the Move Up or Move Down button.

6. If you have multiple TalkSwitch units connected to the LAN, the For all Hunt Groups, hunt lines on the same unit first check box appears. If selected, outbound calls will always start by hunting the lines on the TalkSwitch unit that the extension is connected to. This minimizes network traffic between TalkSwitch units. The check box is selected by default, but you can disable this feature if necessary.

AUTOMATIC ROUTE SELECTION

The System Information > Automatic Route Selection page allows you to set up automatic route selection (ARS) and toll restriction.

Enable password protection when ARS or toll restriction is used. Change the password frequently to prevent unauthorized users from making calls or changing the configuration. See Administration on page 40.

Introduction

Automatic route selection

Automatic route selection (ARS) routes outgoing calls to a certain line hunt group depending on the leading digits. It can also prefix phone numbers with certain carrier codes depending on the leading digits and time of day. This way calls can use specific telephone lines, alternative carriers, or VoIP lines, for least-cost routing. For example, ARS can route international calls to a VoIP service provider; national calls to an alternative carrier offering a discounted calling plan; and calls to cellular phones on a telephone line that is connected to a fixed wireless terminal for cellular-to-cellular calling.

If the user dials a line hunt group number, ARS can override the selection and use a different line hunt group depending on the leading digits.

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Toll restriction

Toll restriction blocks outgoing calls based on the leading digits. For example, toll restriction can block calls to inappropriate or premium rate services.

Leading digits

The leading digits are the first numbers dialed when placing a telephone call. The leading digits could be an international access code, country code, national code, STD code, area code, leading digits of premium rate service codes, or phone number.

The leading digits used in each country are subject to the national numbering plan. Your telephone directory will provide information on the numbers used.

Calls with leading digits that do not match the entries in the ARS table will be routed to the line hunt group originally dialed by the caller.

ARS and toll restriction act on the longest leading digits entry matching the dialed number. For example, an entry in the ARS table blocks numbers with leading digit “1” to prevent long-distance calls. However a second entry routes numbers with leading digits “1800” through a line hunt group because they are toll-free. Because the second entry (1800) is longer than the first entry (1), the second entry has precedence. Therefore a call with leading digits “1800” is routed, even though leading digit “1” would otherwise cause it to be blocked. This technique can reduce the number of entries required in the ARS table; and can be used to restrict calls to all but specific area codes or countries.

• Leading digits can be 1–11 numbers in length.

• Leading digits can include numbers 0–9.

• The leading digits exclude the line hunt group number dialed by the user.

Carrier codes

A carrier code is prefixed to the phone number dialed by the user. It tells the telephone line service provider to route the call to an alternative carrier. For example, the carrier code could be a calling card number and PIN number. ARS determines the carrier code based on the leading digits and the time of day.

• Carrier codes can be up to 1–24 characters in length.

TALKSWITCH USER GUIDE 51

• Carrier codes can include numbers 0–9, “*” (asterisk), “#” (pound), “,” (comma for 2-second pause), and “w” (for wait-for-dial-tone). A 2second pause is automatically added after dialing a carrier code.

An entry in the ARS table can have one or two carrier codes. Carrier Code 1 is either used all day, or from Start Time 1 until Start Time 2. Carrier Code 2 is used from Start Time 2 until Start Time 1.

Use of Carrier Selection Prefix and Carrier Codes may require subscription to a carrier’s discount calling plan. This service may not be available in some countries and on some telephone companies’ telephone lines. Carrier Selection Prefix may not be required if a “Pre-Selection” service is provided by the telephone line service provider.

Planning automatic route selection and toll restriction

1. Identify the leading digits of calls to be blocked by toll restriction.

2. Identify the leading digits of calls to be routed by ARS.

3. Identify which telephone lines and VoIP lines are connected to different service providers.

4. Assign telephone lines and VoIP lines to line hunt groups, in order to provide separate access to each different service provider.

5. Identify carrier codes, which leading digits they work with, and when they will be used.

6. Provide local extensions with access to line hunt groups. This controls how local extensions have calls routed by ARS or blocked by toll restriction.

Direct line access

When Direct Line Access is enabled on a local extension, the user does not have to dial a line hunt group number. Calls placed from that local extension are automatically routed to a designated line hunt group. If ARS is enabled on the designated line hunt group, the calls are subject to ARS and toll restriction.

3-Way Calling/Conference service

The use of the telephone company‘s 3-Way Calling/Conference service is not recommended on telephone lines when ARS or toll restriction are used. The system’s ARS and toll restriction features do not have any control over the routing of calls through these telephone company services.

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Emergency service numbers

The telephone numbers in the Emergency Service Numbers area will not be blocked by toll restriction nor redirected by ARS. Calls to these telephone numbers will be routed through line hunt group 9.

Enter any other local emergency service numbers into the ARS table to ensure that calls are routed to a line hunt group with telephone lines that provide access to emergency services.

Inter-Digit Timeout (IDT)

ARS and toll restriction are implemented on each call when the longest matching entry is found in the ARS table or after the inter-digit timeout period. The default inter-digit timeout is set to 5 seconds. If required, change the inter-digit timeout. See Troubleshooting on page 136.

To complete a dialed number before the inter-digit timeout expires, the user can press .

Setting up automatic route selection and toll restriction

1. Configure the administrator password and line hunt groups before setting up ARS and toll restriction.

2. Expand System Information > Auto Route Selection.

TALKSWITCH USER GUIDE 53

3. Select the Activate Automatic Route Selection check box.

4. Enter the leading digits in the Leading Digits box.

5. Select the Action. Choices are:

• Hunt Group (n) — Performs ARS by routing the call to the line hunt

group.

• Block Calls — Performs toll restriction by blocking the call.

6. If required, set up the carrier code(s).

a) If the route requires one carrier code for the whole day:

i) Enter the carrier code in Carrier Code 1.

ii) Select the All Day check box.

b) If the route requires one carrier code for part of the day:

i) Enter the carrier code in Carrier Code 1.

ii) Enter Start Time 1.

iii) Enter Start Time 2.

c) If the route requires two carrier codes, one for each part of the day:

i) Enter the first carrier code in Carrier Code 1.

ii) Enter Start Time 1.

iii) Enter the second carrier code in Carrier Code 2.

iv) Enter Start Time 2.

54 TALKS W I TCH CONFIGURATION

7. To select the line hunt groups that are subject to ARS and toll restriction, click ARS Hunt Groups. The ARS Hunt Groups window appears.

8. Select the Hunt Group check boxes. The selected line hunt groups will be subject to ARS and toll restriction.

If a telephone line has the 3-Way Calling/Conference service, the Hunt Group 80 is used for Same Line Connect check box is enabled. If the check box is selected, and a remote user enters line hunt group 80 to activate call bridge, the same telephone line will be used to place the call (instead of a telephone line chosen by ARS). However toll restriction will still be used.

Restricting local extension access to line hunt groups

By default, all local extensions have access to all line hunt groups. As part of an ARS and toll restriction scheme you can restrict the line hunt groups that a local extension can use. If the user dials leading digits that route the call to a line hunt group, and the user does not have permission to use that line hunt group, then the call is blocked.

1. Remove the local extension’s access to the line hunt group. See Setting line hunt group permissions on page 67.

Allowing a local extension to bypass ARS and toll restriction

You can allow a local extension to select a line hunt group that bypasses ARS and toll restriction. The user will be able to dial any phone number, and no carrier codes will be prefixed to the phone number.

TALKSWITCH USER GUIDE 55

1. Set up a line hunt group with telephone lines or VoIP lines. See Line Hunt Groups on page 48.

2. Provide the local extension with access to the line hunt group. See Setting line hunt group permissions on page 67.

3. Expand System Information > Auto Route Selection.

4. Click ARS Hunt Groups. The ARS Hunt Groups window appears.

5. Clear the associated Hunt Group check box. The line hunt group will not be subject to ARS and toll restriction.

Regulatory advisory notice

Call Redirection & 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, your 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.

FAX INFORMATION

The System Information > Fax Information page allows you to set up the connection to the fax machine, including its phone number and extension number. This information is required if using the distinctive ring fax detection option.

TalkSwitch provides you with different options to connect your fax machine. The options are dedicated fax line, distinctive ring fax detection, and automatic fax detection. See Connecting a fax machine on page 19 for a description of each option.

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Setting up a dedicated fax line

1. Expand System Information > Fax Information.

2. Set the Fax number list to None.

3. Set the Extension number list to None.

Setting up distinctive ring fax detection

1. Expand System Information > Telephone Lines.

2. Select the telephone line tab of the telephone line used by the fax machine.

3. Select the Activate line check box.

TALKSWITCH USER GUIDE 57

4. In the Main number box, enter the phone number that people dial to call your office.

5. Select the Distinctive Ring 1 check box, and enter the distinctive ring phone number that people dial to fax your office.

6. Expand System Information > Fax Information.

7. Set the Fax number list to the distinctive ring phone number.

8. Set the Extension number list to the extension jack that the fax machine is connected to.

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Setting up automatic fax detection

1. Expand Call Handling > Auto Attendant.

2. Select the auto attendant tab.

3. In the If a fax call is detected list, select go to local ext., and then select the extension jack that the fax machine is connected to.

4. Repeat Steps 2 and 3 for each auto attendant that answers a telephone line.

5. Expand System Information > Fax Information.

6. Set the Fax number list to None.

TALKSWITCH USER GUIDE 59

7. Set the Extension number list None.

LOCAL EXTENSIONS

The System Information > Local Extensions page allows you to set up the extension type, caller ID, phone model, direct line access, line hunt group permissions, and line appearance (certain phones only) for each local extension.

A local extension is an analog extension or an IP extension.

An analog extension is a device (standard phone, cordless phone, fax machine or modem) connected to an extension jack on the TalkSwitch unit.

An IP extension can be internal or external. An internal IP extension is an IP phone connected through the LAN to the TalkSwitch unit. An external IP extension is an IP phone located outside the office. It is connected to the TalkSwitch system through the internet. External IP extensions require the TalkSwitch unit to have a VoIP module.

Each TalkSwitch unit has 16 local extensions. Either four or eight local extensions can be analog or IP extensions, depending on the model of the TalkSwitch unit. The remaining twelve or eight local extensions can only be IP extensions.

All local extensions are active by default. If you plug a standard phone into an extension jack, it will be ready to make and receive calls. However configuration is required to set up an IP extension.

The first eight local extensions are numbered as follows:

• TalkSwitch Unit 1 — 111 to 118

• TalkSwitch Unit 2 — 121 to 128

• TalkSwitch Unit 3 — 131 to 138

• TalkSwitch Unit 4 — 141 to 148

The next eight local extensions can only be IP extensions, and are numbered as follows:

• TalkSwitch Unit 1 — 151 to 158

• TalkSwitch Unit 2 — 161 to 168

• TalkSwitch Unit 3 — 171 to 178

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• TalkSwitch Unit 4 — 181 to 188

Setting up an analog extension

1. Expand System Information > Local Extensions.

2. Select a local extension tab.

3. Select the Activate Extension check box.

4. Select Regular Extension in the Extension Type list.

5. Enter the user’s First name and Last name. The names are used for caller ID, and appear within the configuration windows. The Last name is used with the dial-by-name directory.

6. Record the user’s name by picking up a handset, and then pressing

, <extension number>, 4.

7. Select the type of phone at the extension.

• If a TalkSwitch phone is connected to the extension, choose the

model. Choices are TS-80, TS-100, TS-200, TS-400 and TS-600. TalkSwitch uses this information to configure the phone to support the features that match the capabilities of the phone. Features include intercom paging, group paging over the speaker, and the message waiting counter.

TALKSWITCH USER GUIDE 61

• If a different phone or device is connected to the extension, choose

Regular Phone, Fax or Modem.

8. Select the language for prompts heard by callers in the Prompts language for this extension list.

9. Select the phone numbers you want to display at the remote location when VoIP calls are placed from this extension. If Default VoIP number is selected, the phone number associated with the outgoing VoIP port is used. This selection makes the most sense if your VoIP numbers have been configured to handle all inbound calls the same way.

a) Set the Phone number used for TalkSwitch VoIP Caller ID list to the

phone number displayed during a VoIP call between TalkSwitch units.

b) Set the Phone number used for Service Provider Caller ID list to the

phone number displayed during a VoIP call through a service provider.

Setting up an IP extension

1. Expand System Information > Local Extensions.

2. Select a local extension tab.

3. Select the Activate Extension check box.

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4. Select IP Extension in the Extension Type list. The window enables the IP Extension Details area.

5. Enter the First name and Last name of the user at the extension. The names are used for caller ID, and appear within the configuration windows. The Last name is used with the dial-by-name directory.

6. Record the user’s name by picking up a handset, and then pressing

, <extension number>, 4.

7. Select the type of phone at the extension. We strongly recommend that you only use the IP phones supported by TalkSwitch. The IP phones officially supported by TalkSwitch are:

• TalkSwitch Series — TS-9112i, TS-9133i and TS-480i

• Polycom Series — IP 301, IP 320, IP 330, IP 430, IP 501, IP 550, IP

601 and IP 650

• Grandstream GXP2000 and GXP2020

• Counterpath eyeBeam softphone

TALKSWITCH USER GUIDE 63

If you connect an unsupported IP phone, select Other IP Phone. Other IP phones that support the G.711 codec may work with the system, but some features may not work. As TalkSwitch cannot enable special features, or customization of these IP phones, further configuration will be limited to the programmable options on the phone itself.

8. Set the Location of the phone. Choices are:

• Internal - An internal IP phone is located within the office, and is

connected to the same LAN as the TalkSwitch unit.

• External - An external IP phone is located outside the office, and is

connected to the TalkSwitch unit via internet. The TalkSwitch unit must have a VoIP module.

9. If you set Location to External, then select the Time Zone of the external IP phone.

10. If you selected Counterpath - Eyebeam or Other IP Phone, enter the Username and Password. The default settings are user[extension number] and pass[extension number]. These are used to manage calls between TalkSwitch and the IP extension and must match the username and password of the IP phone. Change only if required.

11. If you selected TalkSwitch, Polycom or Grandstream, enter the MAC Address for auto configuration of phone. The MAC Address is printed on the bottom of the phone or on the phone’s shipping box.

12. Select the language for prompts heard by callers in the Prompts language for this extension list.

13. Select the phone numbers you want to display at the remote location when VoIP calls are placed from this extension. If Default VoIP number is selected, the phone number associated with the outgoing VoIP port is used. This selection makes the most sense if your VoIP numbers have been configured to handle all inbound calls the same way.

a) Select the Phone number used for TalkSwitch VoIP Caller ID box to set

the phone number displayed during a VoIP call between TalkSwitch units.

b) Select the Phone number used for Service Provider Caller ID box to set

the phone number displayed during a VoIP call through a service provider.

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Programming an IP phone

For information on how to program a TalkSwitch IP phone, refer to the documentation included with the phone. For a third party IP phone supported by TalkSwitch, refer to Adding IP Phones to TalkSwitch by clicking

Start > Programs > TalkSwitch 5.00 > Documentation > IP Phone Guides > Adding IP Phones to TalkSwitch. If you are using an unsupported IP

phone, refer to the manual for that phone.

Confirming registration of an IP extension

Once the IP extension has been programmed with the extension number, username, password, registrar and proxy information, confirm the registration.

1. Connect the IP phone to the LAN with the Ethernet cable.

2. Connect the power to the IP phone.

3. Once the IP phone indicates it is registered, click the Refresh button.

4. Ensure the Phone URL appears and Registration is Yes.

Using an IP phone

For information on how to use an IP phone, refer to the manual for that phone.

Setting up direct line access

Direct line access automatically sets the line hunt group for the local extension. When a standard phone goes off-hook or a number is dialed on an IP phone, the TalkSwitch unit automatically finds an available line within the line hunt group.

Example: You have a fax machine connected to the local extension and don‘t want to reprogram the speed dial numbers with line hunt group numbers. Enable direct line access and select the line hunt group. As soon as the fax goes off-hook, it finds an available line within the line hunt group.

TALKSWITCH USER GUIDE 65

1. Click Additional Settings. The Additional Extension Settings window appears.

2. Select the Enable direct line access using check box. The window enables the list of line hunt groups.

3. Select the line hunt group.

Note: When using direct line access, you hear the telephone company dial tone when you pick up the handset. You do not hear the internal dial tone. The following features are only available from the internal dial tone, so are not available:

• Intercom calling

• Hold and retrieve

• Line hunt groups

• Voicemail retrieval/access

• Call pick-up

• P.A. access

• Parked call retrieval

• Do Not Disturb functions

• Entering command mode

To obtain an internal dial tone on an analog extension, press Flash after going off-hook. On an IP extension, press , then press Dial, Send or .

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Setting line hunt group permissions

You can restrict an extension’s access to specific line hunt groups. Each extension has access to all line hunt groups by default.

1. Click Additional Settings. The Additional Extension Settings window appears.

2. Set the check boxes in the Hunt Group Permissions area to control access to the hunt groups. Select a check box to grant access to the hunt group, or clear the check box to remove access.

About line appearance

The line appearance feature is available on the TalkSwitch TS-9133i and TS-480i IP phones. It uses up to seven programmable keys on the TS-9133i and up to 14 softkeys on the TS-480i. The keys allow the user to access TalkSwitch features, and to monitor and engage lines, extensions, and queued calls. Setting up line appearance assigns features, lines, extensions, and queues to keys on a phone.

Setting up line appearance on a TS-9133i

1. Click Configure Line Appearances. The button is only enabled if the phone supports line appearance and the IP Extension Details area is complete. The Key Assignment window appears.

2. For each key, select the Function and the Resource (if applicable). The following Functions are available.

• None — The key is not programmed.

TALKSWITCH USER GUIDE 67

• Line Appearance — Select a telephone line or VoIP number as the

resource. The LED will be off if the line is available; flashing if the line is ringing an extension; and on solid if the line is being used. Press the key to immediately connect the extension to the line. You do not have to dial the line hunt group number.

• Extension Appearance — Select a local extension as the resource. The

LED will be off if the extension is on-hook; flashing if the extension is ringing or on hold; and on solid if the extension is being used. Press the key to ring the extension.

• Queue Appearance — Select a local extension as the resource. The

LED will be off if the extension has no calls queued, and flashing if the extension has one or more calls queued. Press the key to connect with the oldest queued call.

• VoiceMail — Do not select a resource. The LED is unused. Press the

key to access the voice mailbox of the local extension. If the Voicemail key is not programmed, press .

• DND — Do not select a resource. The LED is unused. Press the key to

toggle Do Not Disturb mode. If the DND key is not programmed, press

62.

• Intercom — Do not select a resource. The LED is unused. Press the

key, dial an extension, and then press U to page the extension in Intercom mode. If the Intercom key is not programmed, press 84, dial an extension, and then press U. You can only page TalkSwitch phones in Intercom mode.

• Park — Do not select a resource. The LED is unused. Press the key to

put the call on hold in the next available park orbit. The system will respond with the park orbit number (500 to 509). If the Park key is not programmed, press k, 510, and then press U.

• Un-park — Do not select a resource. The LED is unused. While the

phone is on-hook, press the key, dial the park orbit number (500 to

509), and then press U to retrieve the call. If the Unpark key is not programmed, lift the handset, press , dial the park orbit number, and then press U.

• Pickup Any — Do not select a resource. The LED is unused. Press the

key to answer a call ringing any extension. If the Pickup Any key is not programmed, press 9, and then press U.

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• Pickup Ext — Do not select a resource. The LED is unused. Press the

key, and then dial an extension to answer a call ringing the extension. If the Pickup Ext key is not programmed, press 7, and then dial the extension.

• Overhead page — Do not select a resource. The LED is unused. Press

the key to page the office. If the Overhead Page key is not programmed, press 0, and then press U.

Setting up line appearance on a TS-480i

1. Click Configure Line Appearances. The button is only enabled if the phone supports line appearance and the IP Extension Details area is complete. The Key Assignment window appears.

2. Select up to 14 softkey options. For each option, select the Function and the Resource (if applicable). The following Functions are available.

• None — The softkey is not programmed.

• Line Appearance — Select a telephone line or VoIP number as the

resource. A status icon and line ID will appear beside the softkey. The On-Hook icon appears if the line is available. The Ring icon appears if the line is ringing an extension. The Off-Hook icon appears if the line is being used. Press the softkey to immediately connect the extension to the line. You do not have to dial the line hunt group number.

TALKSWITCH USER GUIDE 69

• Extension Appearance — Select a local extension as the resource. A

status icon and caller ID will appear beside the softkey. The On-Hook icon appears if the extension is available. The Ring icon appears if the extension is ringing or on hold. The Off-Hook icon appears if the extension is being used. Press the softkey to ring the extension.

• Queue Appearance — Select a local extension as the resource. A

status icon, extension number and “Queue” will appear beside the softkey. The On-Hook icon appears if the extension has no calls queued. The Ring icon appears if the extension has one or more calls queued. Press the softkey to connect with the oldest queued call.

• VoiceMail — Do not select a resource. Press the Voice Mail softkey to

access the voice mailbox of the local extension. If the Voice Mail softkey is not programmed, press Dial.

• DND — Do not select a resource. Press the DND softkey to toggle Do

Not Disturb mode, and then press DND ON or DND OFF. If the DND softkey is not programmed, press 62 Dial.

• Park — Do not select a resource. Press the Park softkey to put the

call on hold in the next available park orbit. The system will respond with the park orbit number (500 to 509). If the Park softkey is not programmed, press k, 510, and then press Dial.

• Un-park — Do not select a resource. Press the Unpark softkey, select

the park orbit number (500 to 509), and then press Unpark to retrieve the call. Note that caller ID appears beside the park orbit number. If the Unpark softkey is not programmed, press , dial the park orbit number, and then press Dial.

• Pickup Any — Do not select a resource. Press the Pickup Any softkey

to answer a call ringing any extension. If the Pickup Any softkey is not programmed, press 9, and then press Dial.

• Pickup Ext — Do not select a resource. Press the Pickup Ext softkey,

dial an extension, and then press Pickup to answer a call ringing the extension. If the Pickup Ext softkey is not programmed, press 7, dial the extension, and then press Dial.

Queue (Show List) — Do not select a resource. Press the Queue

•

softkey, select a queued call, and then press Retrieve to connect with the selected call. If the Queue softkey is not programmed, this functionality is not otherwise available.

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• Overhead page — Do not select a resource. Press the Ovrhd Page

softkey to page the office. If the Ovrhd Page softkey is not programmed, press 0, and then press Dial.

The Intercom function cannot be programmed as a softkey. It is always available by pressing the Icom key. You can also press 84, dial the extension, and then press Dial. You can only page TalkSwitch phones in Intercom mode.

Saving a template

You can use the template file as a starting point for the key assignments for another extension.

1. After setting up the key assignments, click Save Template to save the key assignments to a template file. The Key Assignment Template File window appears.

2. Enter the filename of the template file, and then click Save.

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Using a template

1. To display the key assignments from a template file, click Use Template. The Key Assignment Template File window appears.

2. Select the template file, and then click Open.

REMOTE EXTENSIONS

The System Information > Remote Extensions page allows you to set up the name, phone number, line hunt group, and same line connect feature for each remote extension.

A remote extension connects to an external phone number, but acts like a local extension in your office. For example, a remote extension could connect to an employee’s cell phone or home phone, or to a branch office.

There are ten remote extensions per TalkSwitch unit, which are numbered as follows:

• TalkSwitch Unit 1 — 210 to 219

• TalkSwitch Unit 2 — 220 to 229

• TalkSwitch Unit 3 — 230 to 239

• TalkSwitch Unit 4 — 240 to 249

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Remote extensions are designed to operate with local major telephone service providers. The feature may not function correctly with some telephone and mobile operator’s networks, especially for international phone numbers and mobile phones roaming internationally.

Setting up a remote extension

1. Expand System Information > Remote Extensions.

2. Select a remote extension tab.

3. Select the Activate Extension check box.

4. Enter the user’s Last name and First name. The names appear within the configuration windows.

5. Enter the Remote phone number. Enter the number as you would normally dial it (i.e. without the line hunt group number). You can enter digits 0-9, space, dash, comma, and . A comma pauses dialing for two seconds.

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6. Select the line hunt group in the Connect using list. The TalkSwitch unit will use a line from this line hunt group to connect with the remote extension. We recommend the default Hunt Group 9 unless you have set up a different line hunt group for calling remote extensions.

7. If you have the 3-Way Calling/Conference service from the telephone company, you can select the Use Same Line Connect check box. The same line connect feature will direct the telephone company to put the caller on hold, and will then use the same line to try the remote extension. Because the same line is used, the line hunt group setting from Step 6 is ignored.

If you do not select the Use Same Line Connect check box, the TalkSwitch unit will put the caller on hold, and then use a second line to try the remote extension. The second line will be from the line hunt group selected in Step 6.

The same line connect feature is not compatible with some telephone company lines.

If you enable the same line connect feature, the user will not be able to transfer a call from the remote extension.

When the same line connect feature is in use, the caller hears silence while they are on hold. This is because the caller is on hold at the telephone company and not at the TalkSwitch unit. If you want the caller to hear music on hold while their call is being forwarded to the remote extension, do not use the same line connect feature.

8. Select the language for prompts heard by callers in the Prompts language for this extension list.

Remote extensions and telephone company services

See Appendix B: TalkSwitch and Telephone Company Calling Services on page 231 for information about using the Transfer and Clear, Prompted Ring Back, and Ringback Tones services with remote extensions.

EXTENSION RING GROUPS

The System Information > Extension Ring Groups page allows you to set up the name, local extensions, and ring pattern for each ring group.

A ring group is a group of local extensions that ring in unison. Local extensions and auto attendants can dial a ring group.

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There are ten ring groups in the TalkSwitch system, which are numbered 300 to 309. By default, 300 is configured to ring all local extensions.

Ring groups have two main uses:

• A ring group can reach a group of employees. For example, ring group 301 can ring the sales group at extensions 111, 112, 113, and 114. When a customer calls the sales group, the first available salesperson answers for the group.

• A ring group with a different ring pattern can differentiate callers. For example, the president doesn’t want to answer calls from the general public, but wants to be alerted when important colleagues are on the line. His local extension is 111, but you can configure ring group 305 to ring his phone with a different ring pattern. The president tells his colleagues to reach him at extension 305, which is his private extension. He can tell by the ring pattern if the caller dialed extension 111 or 305, and can react accordingly.

1. Expand System Information > Extension Ring Groups.

2. Select the ring group tab.

3. Select the Activate Ring Group check box.

4. Enter the Ring Group name. The name appears within the configuration windows.

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5. In the Set Ring Group area, select the local extensions that you want to ring in unison.

6. Select a Ring pattern to indicate the call is for the ring group.

7. Select the Include Ring Group number check box to display the ring group number with the Caller ID information.

ON-HOLD/RINGBACK

The System Information > On-Hold/Ringback page allows you to set up music on hold. Music on hold is a double beep tone by default, or you can set up music or a recorded message. It plays while the caller is on hold, or is being transferred to an extension.

You can add music on hold to your system from an external audio source, or from an internal .wav file. See Setting up music on hold on page 21.

If you connect an external audio source to the music jack but select Play ‘double beep’ tones, Double beep tones, or Ringback, the caller will hear both the external audio source and the beep sounds.

The recording time for internal music on hold, voicemail, and the auto attendants is two hours per TalkSwitch unit. You can expand the built-in memory using memory cards.

1. Expand System Information > On-Hold/Ringback.

2. In the On-Hold Settings area, select the sound to play while the caller is on hold. Choices are:

• Play ‘double beep’ tones

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• Play music whose source is connected to the MUSIC jack

• Play music from file loaded on TalkSwitch

3. If you selected Play music from file loaded on TalkSwitch:

a) Create an 8 kHz, 8 bit, Mono, u-Law .wav file that contains the music

or recorded message.

You can convert .mp3 and other file formats to .wav with a utility like Audio Converter and Ripper from www.audioi.com.

b) Click Load wav file. The following window appears.

c) Click Yes. The Load Audio File window appears.

d) Select an 8 kHz, 8 bit, Mono, u-Law .wav file, and then click Open.

4. Adjust the volume of music on hold.

a) Check the volume by placing a test call and going on hold.

b) Change the volume by setting the Playback volume for music file list.

Choices are:

•Loudest

• Louder

•Default

•Quieter

•Quietest

c) Choose File > Save settings to TalkSwitch. Alternatively, you can

click the Save settings to TalkSwitch icon.

You must save the configuration for the volume setting to take effect.

d) Repeat Steps a to c.

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5. In the Transfer Settings area, select the sound to play while the caller is being transferred. Choices are:

• Double beep tones

•Music

• Ringback

VOICEMAIL

Voicemail contains the following items:

• Local Ext. Voicemail

• Remote Ext. Voicemail

• General Voicemail

• Global Settings

Voicemail can be activated with a mailbox, as an announcement only, or deactivated. There are three types of voicemail:

• Local extension voicemail is associated with a local extension. By default, each local extension mailbox is activated.

• Remote extension voicemail is associated with a remote extension. By default, each remote extension has voicemail deactivated.

• General voicemail is not associated with any extension, but is for general use or for a group. By default, general voicemail is deactivated.

The procedures for setting up voicemail are the same for each type. See Setting up voicemail on page 78 and Global Settings on page 87.

The recording time for internal music on hold, voicemail, and the auto attendants is two hours per TalkSwitch unit. You can expand the built-in memory using memory cards.

SETTING UP VOICEMAIL

The Voicemail pages allow you to activate a mailbox or announcement, enter the voicemail name, select the action to perform if the caller dials 0, load the greeting, and set up voicemail notification.

1. Display the Voicemail page:

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• To configure a local extension mailbox, expand Voicemail > Local

Ext. Voicemail.

• To configure a remote extension mailbox, expand Voicemail >

Remote Ext. Voicemail.

• To configure a general mailbox, expand Voicemail > General

Voicemail.

The following screen capture shows the Local Ext. Voicemail page, but the Remote Ext. Voicemail and General Voicemail pages are identical.

2. Select a local extension, remote extension or general tab.

3. Activate the mailbox or announcement. Choices are:

• Activated as mailbox activates the greeting and the mailbox, and

enables all the controls on the page. The caller will hear a greeting, and will be able to leave a message in the mailbox.

• Activate as announcement activates the greeting, deactivates the

mailbox, and disables the Voicemail Notification Settings area. The caller will hear a greeting, but will not be able to leave a message.

• Deactivated deactivates the greeting and the mailbox, and disables all

the controls on the page.

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4. If required, enter the voicemail Name. By default, the name is from the First Name and Last Name boxes of the System Information > Local

Extensions or System Information > Remote Extensions page. A general voicemail has no default name.

5. In the Mailbox Options area, select the action to perform if a caller dials

0. You can select one action for mode 1, and another action for mode 2. Choices are:

• go to voice mailbox

•go to local ext.

•go to remote ext.

• go to ring group

•play announcement

• go to auto attendant

•perform no action

6. Depending on the action selected in Step 5, enter the extension number or auto attendant.

7. Load the greeting into the TalkSwitch unit.

a) Create an 8 kHz, 8 bit, Mono, u-Law .wav file that contains the

greeting.

The greeting should tell the caller to dial 0 to perform the action selected in Step 5 and 6.

b) Click Load Greeting. The following window appears.

c) Click Yes. The Load Voicemail Greeting window appears.

d) Select an 8 kHz, 8 bit, Mono, u-Law .wav file, and then click Open.

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Talkswitch CT.TS005.003902 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

TABLE OF CONTENTS

PREFACE

TALKSWITCH USAGE

WHAT’S IN THIS GUIDE?

WHAT YOU SHOULD KNOW

Single unit installation

Networked units installation

VoIP installation

Connecting devices

IMPORTANT INFORMATION

Electrical shock

Power and lightning surge protection

Power adapter and power cord

Power failure

Change password frequently

PBX fraud

Emergency service numbers

Call redirection and service provider billing advisory

Cleaning

FINDING THE INFORMATION YOU NEED

Using the table of contents and the index

Navigating with cross-references

Where to go for further information

GUIDE CONVENTIONS

TALKSWITCH INSTALLATION

TALKSWITCH PACKAGE CONTENTS

TALKSWITCH CONFIGURATION SOFTWARE SYSTEM REQUIREMENTS

UNIT FRONT PANEL

What the flashing lights mean

UNIT BACK PANEL

INSTALLING THE TALKSWITCH CONFIGURATION SOFTWARE

Installing the software

Upgrading the TalkSwitch software and firmware

INITIAL CONFIGURATION

SELECT LOCATION FOR INSTALLATION

CONNECT TALKSWITCH TO A NETWORK OR A PC

Ethernet connection

USB connection

Internet connection

CONNECTING TELEPHONE LINES

CONNECTING LOCAL EXTENSIONS

Connecting a single-line analog phone

Connecting a dual-line analog phone

Connecting an IP phone

Connecting a modem

Connecting a fax machine

CONNECTING TO THE PA (PUBLIC ADDRESS) JACK

SETTING UP MUSIC ON HOLD

External audio source

Internal audio file

NETWORKING TALKSWITCH UNITS ON A LAN

Connecting TalkSwitch units to a LAN

Ethernet switch

Power up all the TalkSwitch units

Setting or changing the unit ID

How unit IDs affect system extension numbers

Keep track of the lines and extensions

Optimizing the system for networked use

Special considerations when connecting multiple units to a LAN

INCREASING MEMORY CAPACITY

TalkSwitch memory cards

Installing a memory card

UPGRADING TALKSWITCH UNITS

ENABLING LICENSED ADD-ONS

VERIFYING THE CONNECTIONS

CONNECTING A TALKSWITCH UNIT TO A PBX

LOADING A CONFIGURATION FILE

Restoring firmware

TALKSWITCH CONFIGURATION

INTRODUCTION

TALKSWITCH SYSTEM CONFIGURATION WINDOW

MENU COMMANDS

File menu

View menu

Tools menu

Help menu