Talkswitch CT.TS005.003904 User Manual

Download

ANSWERS WITH INTELLIGENCE

TALKSWITCH USER GUIDE

T AL K S WITC H

RELEASE 6.11

CT.TS005.003904

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 6.11, January 2009 CT.TS005.003904

TABLE OF CONTENTS

PREFACE

TalkSwitch usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIII

What’s in this guide?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIII

What you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIV

Single unit installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIV

Networked units installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIV

VoIP installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XIV

Connecting devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XIV

Important information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Electrical shock. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Power and lightning surge protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Power adapter and power cord . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Power failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Change password frequently . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

PBX fraud. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Emergency service numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Call redirection and service provider billing advisory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

Cleaning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

Finding the information you need. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVI

Using the table of contents and the index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

Navigating with cross-references. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

Where to go for further information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

Guide conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVII

CHAPTER 1: TALKSWITCH INSTALLATION

TalkSwitch package contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Recommended system specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . . . 2

Line 1 and 4 lights, then Line 2 and 3 lights flashing alternately . . . . . . . . . . . . . . . . . . . . . . 2

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

Power/Data and Line 1, 2, 3 and 4 lights on steady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Unit back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Installing the TalkSwitch management software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installing the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Upgrading the TalkSwitch software and firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Step 1 — Check current version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

TABLE OF CONTENTS I

Step 2 — Download new software and firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Step 3 — Updating the firmware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Initial configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Select location for installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Connect TalkSwitch to a network or a PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Ethernet connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

USB connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Internet connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Connecting telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Connecting local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Connecting a single-line analog phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Connecting a two-line analog phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Connecting an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Connecting a modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Connecting a fax machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Option 1 — Dedicated fax line. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Option 2 — Distinctive ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Option 3 — Automatic fax detection via the auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . 15

Connecting to the PA (public address) jack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Setting up music on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

External audio source. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Internal audio file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Networking TalkSwitch units on a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Connecting TalkSwitch units to a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Ethernet switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Power up all the TalkSwitch units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Setting or changing the unit ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

How unit IDs affect system extension numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Keep track of the lines and extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Optimizing the system for networked use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Configuration settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Outgoing line hunt groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Auto attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Special considerations when connecting multiple units to a LAN . . . . . . . . . . . . . . . . . . . . . . . . . 19

Increasing memory capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

TalkSwitch memory cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Installing a memory card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Upgrading TalkSwitch units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Enabling licensed add-ons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Verifying the connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Connecting a TalkSwitch unit to a PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

CHAPTER 2: TALKSWITCH CONFIGURATION

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Starting the TalkSwitch management software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Language. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Dial 0 routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Change mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

TABLE OF CONTENTS II

. . 22

Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

System time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Date & time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

NTP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

IP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

System IP settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

TalkSwitch proxy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Public IP address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Router port forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Configuring the router manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

On-Hold/Ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

On-hold settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Transfer settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Deleting a music on hold file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Playing music on hold on the PA system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Email Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Email notification settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Import an email list. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

E-mail server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Outgoing server authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Outgoing server port numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Incoming server authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Incoming server port numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Incoming mail server options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Testing the e-mail server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Managing voicemail messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Setting up POP3 service with Microsoft Exchange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Risks of enabling POP3 service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Security recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

VoIP Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Setting up a TalkSwitch profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Setting up a service provider profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Activate profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

TalkSwitch profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Service provider profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Registration details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

TalkSwitch SIP server profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

TalkSwitch SIP client profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Service provider profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

TalkSwitch SIP server profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

TalkSwitch SIP client profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Service provider profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

VoIP caller ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Reserving VoIP lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Viewing registrar entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Viewing registration status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Setting codec options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Licensed Add-Ons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . 57

Local Extensions/Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Extension tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Activate extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

IP extension details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

TalkSwitch TS-9112i, TS-9133i or TS-480i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

TABLE OF CONTENTS III

TalkSwitch TS-850i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Polycom or Grandstream . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Counterpath or Other IP phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Direct line access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Hotline access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Hunt group permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Caller ID settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

About call cascades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

How call cascades work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Entering the call cascade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Being routed by the call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Exiting the call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Setting up a call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Busy call cascade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

No answer call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Answered call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Do not disturb cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Setting do not disturb mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Ignoring call cascades for unanswered intercom calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Ignoring call cascades for calls transferred from local extensions . . . . . . . . . . . . . . . . . . . . . . . . 75

Voicemail tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Mailbox greeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Caller options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Notification settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Setting up notification by e-mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Setting up notification by phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Setting up notification by pager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Setting up the notification options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Setting up message waiting light activation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Voicemail screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Adding IP phoneS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Adding TalkSwitch IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Connecting the TalkSwitch IP phone to the network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Adding the extension to the TalkSwitch system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Activate extension area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

IP extension details area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Programming TS-9133i function keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Programming TS-480i softkeys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Saving a key assignment template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Using a key assignment template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Configuring the system for external IP extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Programming the TalkSwitch IP phone as an external IP extension . . . . . . . . . . . . . . . . . . . . . . . 89

If registration does not work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Adding TalkSwitch TS-850i IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Installing the base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Installing the handset charger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Installing the batteries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Charging the batteries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Registering handsets with the base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Using the handset charger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Using the handset itself . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Deregistering a handset from a base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Viewing all handsets registered with a base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Configuring the TS-850i for use within the office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Activate extension area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

TABLE OF CONTENTS IV

IP extension details area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Configuring the TS-850i for use outside the office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Activate extension area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

IP extension details area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Configuring the system for external IP extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Configuring the external IP extension handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Using the TS-850i with a traditional phone line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Checking and updating firmware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Adding Polycom IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Adding the extension to the TalkSwitch system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Activate extension area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

IP extension details area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Configuring the system for external IP extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Connecting the Polycom phone to the network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Confirming the Polycom firmware version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Programming the Polycom IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Updating the Polycom firmware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Installing a TFTP application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Downloading and extracting firmware files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Configuring the phone to point to the firmware files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Adding Grandstream IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Adding the extension to the TalkSwitch system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Activate extension area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

IP extension details area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Configuring the system for external IP extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Connecting the Grandstream phone to the network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Confirming the Grandstream firmware version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Programming a Grandstream IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Updating the Grandstream firmware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Installing a TFTP application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Downloading and extracting firmware files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Configuring the phone to point to the firmware files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Adding Counterpath IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Adding the extension to the TalkSwitch system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Activate extension area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

IP extension details area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Configuring the system for external IP extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Configuring a new SIP account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Updating eyeBeam software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Adding Other IP Phones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Remote Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Extension tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Activate extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

About call cascades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Setting up a call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Voicemail tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Mailbox greeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Caller options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Notification settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Remote extensions and telephone company services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Ring Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Activate ring group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

About call cascades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Setting up a call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Ring group options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

TABLE OF CONTENTS V

General Voice Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Mailbox greeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Caller options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Notification settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Voicemail Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Global message waiting indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Mailbox setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Voicemail management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

View mailbox data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Reset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Delete password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Activate access codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Access code configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Adding an access code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Removing an access code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Extensions requiring an access code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Restricting extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Clearing restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

System Speed Dials. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Activate speed dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Creating a speed dial list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Including the speed dial number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Omitting the speed dial number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Import system speed dial list. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Export system speed dial list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Caller ID name tagging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Telephone Lines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Activate line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Phone numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Phone line services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Line reversal settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Call handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Line optimization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

VoIP Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Activate VoIP number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Phone number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

TalkSwitch profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Service provider profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Username and password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Registration status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Call handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Caller ID Based Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Caller ID lookup list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Caller ID routing groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Setting up caller ID routing with an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Line Hunt Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Activate hunt group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Hunt group line assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Hunting order for outgoing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Hunt group busy overflow for outgoing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Overflow tone notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Auto Attendants (Menus) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Activate auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Actions during auto attendant playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

TABLE OF CONTENTS VI

Action performed after auto attendant playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Working with auto attendant messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Recording a new message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Loading a message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Erasing a message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Example auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Setting up the dial-by-name directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Setting the PBX extension length . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Auto Route Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

About automatic route selection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

About toll restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

About leading digits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

About carrier codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

ARS and direct line access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

ARS and the 3-Way Calling/Conference service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

ARS and emergency service numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Planning automatic route selection and toll restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Setting up automatic route selection and toll restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Activate automatic route selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Carrier code prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Emergency service numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Auto route selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Restricting local extension access to specific hunt groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Allowing a local extension to bypass ARS and toll restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Regulatory advisory notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Call Bridge (DISA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Using call bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Activate account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Hunt group access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Auto Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Using auto call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Activate auto call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Account options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Recording an announced message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Prompted Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Using prompted call back. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Activate prompted call back. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Account options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Recording an announced message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

New Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Open > TalkSwitch Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Open > Configuration File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Save. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Save To > File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Save To > Location. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Retrieve Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Close . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Exit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Tools menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Memory Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Voicemail Manager > Mailbox Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Voicemail Manager > Delete Mailbox Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Voicemail Manager > Reset Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

TABLE OF CONTENTS VII

Firmware Auto Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Posting firmware update files on your server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Configuring TalkSwitch systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Setting up a TFTP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Setting up a syslog server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Terminal Window (CLI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Syslog Output . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Call Logging Output (CDR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Defaults > Entire Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Defaults > Current Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Check for Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Update Firmware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Reboot TalkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Options menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

PA Output . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Transfer Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

To local extension tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

To remote extension tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

To ring group tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

From auto attendant tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

From home phone tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Call Reminders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

VoIP Trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

SIP server registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

VoIP ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Clock Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Internal Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Set Date & Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Troubleshooting menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Extensions > Regular Analog Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

Extensions > IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Fax Detection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Telephone Lines > Audio. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Telephone Lines > Detection and Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Test Firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

CHAPTER 3: USING TALKSWITCH

Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

With the auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Without the auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Using an analog extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Placing an intercom call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Overhead paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Two-way paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

One-way group paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Place out-of-office calls from a local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

For your local extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

For any other local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

For a specific local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

While you’re on a call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

TABLE OF CONTENTS VIII

. . . . . . . . . 191

Placing calls on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Transferring calls to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Unscreened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Screened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Transferring calls to an outside number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Unscreened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Screened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Parking and retrieving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Parking a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Retrieving a parked call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Queuing and retrieving callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Queuing callers at a local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Queuing callers at a ring group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Using call waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Conference calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Two local TalkSwitch extensions and one outside caller . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Two outside callers and one local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Using an IP extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Placing an intercom call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Overhead paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Two-way paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

One-way group paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Place out-of-office calls from a local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

For your local extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

For any other local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

For a specific local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

While you’re on a call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Placing calls on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Transferring calls to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Unscreened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Screened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Transferring calls to an outside number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Unscreened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Screened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Call park — parking and retrieving callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Parking a caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Retrieving a parked call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Queuing and retrieving callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Using call waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Conference calling with TalkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Two TalkSwitch local extensions and one outside caller . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Two outside callers and one local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Using programmable keys with TalkSwitch IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

About programmable keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

TS-9133i function keys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

TS-480i softkeys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Using VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Using a standard phone connected in parallel to TalkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Making and receiving calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Modems and telephone line access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Forwarding calls out of the office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Automatic call forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

TABLE OF CONTENTS IX

Manual call forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Conditional call forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Transferring calls from a remote extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Screening options for forwarded calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Calls over VoIP with IP extensions and gateways. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Using the voicemail system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Activating voice mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Retrieving messages and accessing a voice mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Recording an announcement on a local extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Pager and cell phone notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Music on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Music on hold and call forwarding to remote extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Switching modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Switching modes manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Switching modes automatically. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Using call bridge and call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Using call bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Using call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Activating call back. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Using prompted call back activation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Using auto call back activation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

Accepting the call back. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

Directly answering the call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

Using the announced message option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

CHAPTER 4: CALL DETAIL RECORD LOGGING

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Enabling call detail record logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

TalkSwitch unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Email log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Retrieving call data records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Call reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Browser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Analyzing the data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

CHAPTER 5: VOIP INFORMATION

About VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

About SIP servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Selecting a location for the SIP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Connecting to a network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Connecting to local and IP networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Connecting a VoIP gateway. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Confirming network capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Configuring IP addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Starting the TalkSwitch management software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Setting the system IP settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Setting the public IP address. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Configuring the router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Configuring the router manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

External IP extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

TalkSwitch VoIP network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Setting up a TalkSwitch profile for the SIP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

. . 224

TABLE OF CONTENTS X

Setting up a TalkSwitch profile for a SIP client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Configuring VoIP numbers for a TalkSwitch VoIP network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

Setting up line hunt groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

Advanced VoIP configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Saving settings to TalkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Verifying the TalkSwitch VoIP network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Service provider VoIP network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Setting up a service provider profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Setting codec options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Configuring VoIP numbers for a service provider VoIP network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Setting up line hunt groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

Advanced VoIP configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

Setting up caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

Reserving VoIP lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

Saving settings to TalkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Verifying registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

How does VoIP work? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Does a VoIP call sound like an analog phone call? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

What happens if the power goes out or if the IP network to VoIP fails? . . . . . . . . . . . . . . . . . . . . 238

Can a firewall prevent VoIP calls from passing through? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

What is SIP? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

What is a VPN? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Can a VPN help to carry data securely over the Internet? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

What’s the difference between a public IP address and a private IP address? . . . . . . . . . . . . . . 239

What is NAT and how does it affect VoIP? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

What’s the difference between a static IP address and a dynamic IP address and what effect

does this have on VoIP? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

What is a SIP server? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

What is dynamic DNS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

What is the drawback of using dynamic DNS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

How often will my public IP address change? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

What is a port number? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

TalkSwitch VoIP network administration form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

CHAPTER 6: TROUBLESHOOTING AND SUPPORT

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

I am not able to retrieve settings from TalkSwitch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

I am unable to configure TalkSwitch using a touchtone phone. . . . . . . . . . . . . . . . . . . . . . 242

Auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

The auto attendant does not play when calls come in. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

The auto attendant message is broken up or very faint. . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

The auto attendant answers calls before any of the extensions ring . . . . . . . . . . . . . . . . . 243

The auto attendant is transferring calls to the wrong extension. . . . . . . . . . . . . . . . . . . . . 243

The auto attendant answers calls, but does not transfer them to the extensions . . . . . . . 243

Music on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

Callers hear the “One moment please” message and then total silence when the auto

attendant transfers their call to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

Callers hear only silence when put on hold at an extension . . . . . . . . . . . . . . . . . . . . . . . . 244

Call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Callers are disconnected when transferring calls from one extension to another . . . . . . . 244

I can’t use my conference/3-way calling feature from the phone company . . . . . . . . . . . . 244

I’m unable to place intercom calls from a local extension . . . . . . . . . . . . . . . . . . . . . . . . . 244

Answering and fax machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

TABLE OF CONTENTS XI

The answering machine and/or fax machine picks up calls before they can be answered

by telephone extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Incoming faxes are not automatically detected and routed to the fax machine. . . . . . . . . 244

Local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

I am unable to access TalkSwitch lines with a local extension . . . . . . . . . . . . . . . . . . . . . . 245

My PC (internal or external) modem cannot dial out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

One of the local extensions (telephones) does not ring . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Extension(s) ring, but there is no caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

When I try to access voicemail, I hear a busy tone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Multiple TalkSwitch units. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

I can’t reach an extension across the LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

The configuration does not show the other TalkSwitch unit(s) . . . . . . . . . . . . . . . . . . . . . . 245

After recording an auto attendant greeting, I can’t play it back . . . . . . . . . . . . . . . . . . . . . 246

Calls are not always reaching my voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Calls across the LAN are lower in volume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

VoIP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

I hear a re-order tone when I try to dial a VoIP location . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Callers complain the sound is distorted or choppy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

When I call someone or they call me, voice is only heard in one direction . . . . . . . . . . . . . 247

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

APPENDICES

Appendix A: Extension Numbers, Functions and Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Extension numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Functions you can enter from local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Functions you can enter from outside phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

Functions you can enter in command mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

Appendix B: TalkSwitch and Telephone Company Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Distinctive Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

3-Way Calling/Conference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Transfer and Clear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Hunt/Rollover. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Other services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Services using call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Services using prompted call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Services and systems using flash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Services using Ringback Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Appendix C: TalkSwitch and Power Interruptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255

Appendix D: Safety and Regulatory Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Appendix E: TalkSwitch One-Year Warranty and Return Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Appendix F: Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262

Appendix G: Copyright and Licensing Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

Appendix H: Home/Office Wiring Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

INDEX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281

TABLE OF CONTENTS XII

PREFACE

Thank you for purchasing the TalkSwitch phone system. Please read this section before you start installing the product.

TALKSWITCH USAGE

The TalkSwitch unit (part number CT.TS001.1) 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 minimize 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.

PREFACE 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 management 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.

• You may need to connect TalkSwitch to network equipment such as a router, switch or hub with a connection to the Internet, and to configure a firewall, computer 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 242 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.

VoIP installation

When installing a VoIP-enabled unit, you require the sections marked with the VoIP icon. Chapter 5: VoIP Information on page 218 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.

PREFACE XIV

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 in 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).

Power failure

The equipment will not operate when mains power fails.

Please ensure 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 system 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.

PREFACE XV

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 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.

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 page numbers 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 http://global.talkswitch.com.

• For basic installation and configuration instructions, refer to the TalkSwitch Start Guide that ships with every TalkSwitch unit.

• For information on setting up a TalkSwitch system to use VoIP, refer to the VoI P Network Configuration Guide.

• For instructions on configuring the TalkSwitch system to support an Internet Telephony Service Provider (ITSP), refer to the appropriate service configuration guide on our website.

• For instructions on installing and configuring IP phones, refer to Adding IP Phones to TalkSwitch.

PREFACE XVI

GUIDE CONVENTIONS

The TalkSwitch User Guide uses the following text elements and icons as visual aids, making the manual more accessible.

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, telephone keys, and text you are asked to type.

“Italic” Italicized text in double quotes highlights TalkSwitch system voice prompts

you hear from a telephone.

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 aLAN.

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.

PREFACE XVII

CHAPTER 1

Chapter 1: TalkSwitch Insta llation

TALKSWITCH INSTALLATION

TALKSWITCH PACKAGE CONTENTS

TalkSwitch units (part number CT.TS001.1) ship with everything you need to get started. A power adapter, cables, management software CD and documentation comes with every unit. Refer to the TalkSwitch Start Guide included with the unit to verify you have everything you need. The package for VoIP-enabled units also contains a VoIP Network 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.

RECOMMENDED SYSTEM SPECIFICATIONS

• Windows Vista (32-bit), XP or 2000 operating system (fully updated)

• 220 MB free hard disk space (only 100 MB necessary if Java Runtime Environment (JRE) is already available)

• 1 GHz CPU

• 1 GB RAM (Vista) or 512 MB RAM (XP or 2000)

• 1024 x 768 video resolution

Network equipment: If your system includes multiple TalkSwitch units, you will need an Ethernet switch. If you plan on using VoIP or configuring your system remotely, you will need an Ethernet switch (or router with an integrated switch) and a broadband Internet connection.

TALKSWITCH INSTALLATION 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 17.

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 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 Tools > Update Firmware.

Line 1 and 4 lights, then Line 2 and 3 lights flashing alternately

The prompts are corrupted or not loaded. Ensure 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 Tools > Update Firmware.

TALKSWITCH INSTALLATION 2

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. The stored greetings, music on hold, and voicemail messages may have exceeded the memory capacity of the TalkSwitch unit.

1. Choose Tools > Memory Usage. The Memory Usage window appears.

2. Check the Time Usage Summary area.

3. If the stored greetings, music on hold, and voicemail messages have exceeded the memory capacity, delete unnecessary files.

4. Choose Tools > Reboot TalkSwitch. The Reboot System window appears.

5. Select Lock down system and reboot when all calls are complete.

6. Click Reboot. The TalkSwitch system will reboot when all calls have been completed.

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 INSTALLATION 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 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.

TALKSWITCH INSTALLATION 4

Port Purpose

MUSIC The music connector is a 1/8” (3.5mm) mono phono jack used as an audio

input for music on hold.

PA The PA (public address) connector is a 1/8” (3.5mm) mono phono jack used

as an audio output for overhead paging, voicemail screening and music on hold.

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 B jack for connecting to a PC.

MEMORY SLOT The memory slot on the side of the enclosure 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/2.0 A for connecting

the supplied AC adapter input line.

INSTALLING THE TALKSWITCH MANAGEMENT SOFTWARE

Installing the software

The latest version of the TalkSwitch software can be downloaded from the support section at http://global.talkswitch.com.

1. If the TalkSwitch unit is connected to 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.

4. If the TalkSwitch unit was connected to a USB cable, reconnect the cable.

If you are upgrading from TalkSwitch configuration software 5.00, this concludes the installation procedure.

If you are upgrading from TalkSwitch configuration software 4.10, the Found new hardware icon will appear, followed by the USB driver installation wizard.

a) Proceed with the USB driver installation by clicking Next.

b) Once the USB driver files have been installed, click Finished.

c) Once the USB driver installation is complete, start the TalkSwitch management software.

d) 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.

TALKSWITCH INSTALLATION 5

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 you have successfully installed the TalkSwitch management software.

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 6.11 > TalkSwitch Auto Update.

If your TalkSwitch management 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 6.11.

The TalkSwitch management software must be closed in order to install the update.

TALKSWITCH INSTALLATION 6

Alternatively, you can check the versions you are running once the system is connected by following the three steps below.

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 Management Software.

Write down the software number. Go to the support section of the TalkSwitch website at http:// global.talkswitch.com. The instructions help you select and download the appropriate upgrade.

The instructions on our website take precedence over any instructions in this user guide.

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 filename and select a folder for the download. We suggest leaving the filename as it is and saving it to your PC in C:\Program Files\TalkSwitch\TalkSwitch Configuration 6.11. 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 management 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 management software.

2. Choose Tools > Update Firmware.

TALKSWITCH INSTALLATION 7

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 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.

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 6.11.

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 management software.

If you connect TalkSwitch to your telephone lines, 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 you configure the unit before you connect all the local extensions and telephone lines to the TalkSwitch unit.

TALKSWITCH INSTALLATION 8

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 0–35°C.

• Away from heat sources and direct sun light.

• Avoid rooms with excessive humidity or dust.

• Within 1.5m of a power socket.

• Close to telephone company demarcation point for telephone lines, or sockets, and any inbuilding 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 268.

Figure 6: An example of residential wiring

TALKSWITCH INSTALLATION 9

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 unit, connect the unit via ethernet, USB or Internet to the PC with the TalkSwitch management software installed.

The computer connection is only needed to change the configuration settings. It can remain disconnected at other times. If you encounter difficulties opening the TalkSwitch management software, check that all your wires and plugs are securely connected.

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.

The top LED on the back panel beside the LAN port indicates a connection has been established with a switch or hub.

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

You can use a PC that has a wireless connection to the LAN. If the router has uPNP enabled, the TalkSwitch management software can auto-discover and connect to the TalkSwitch unit. If the router does not have uPNP enabled, the TalkSwitch management software cannot auto-discover the TalkSwitch unit. However the software can connect to the TalkSwitch unit if you specify its IP address after starting the software.

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.

1. Connect your PC to the hub or switch using an Ethernet cable.

2. Connect the TalkSwitch unit to your hub or switch using the supplied Ethernet cable.

Figure 7: Ethernet connection

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.

TALKSWITCH INSTALLATION 10

Internet connection

An Ethernet cable is supplied with specific unit models.

The top LED on the back panel beside the LAN port indicates a connection has been established with a switch or hub.

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

2. To support remote management 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.

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 calls are routed to local extensions.

1. Connect the TalkSwitch unit to the telephone company’s line sockets using the 2-wire single-line telephone cables provided, beginning with L1. Take note of which telephone line is connected to each line port. This information will be used in the configuration section.

If you have two telephone lines out of one phone jack, you will require a dual-to-twosingle-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 you protect TalkSwitch by plugging the telephone cords coming from the TalkSwitch line jacks to a surge protection device connected to the telephone lines.

CONNECTING LOCAL EXTENSIONS

A local extension is an analog extension, IP extension or external IP extension. An analog extension is a device (standard phone, cordless phone, fax machine or modem) connected to extension jack E1–E8. An 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 a standard phone that does not require external power to extension jack E4 to ensure communications during a power failure. In the event of a power failure or loss of power to TalkSwitch, the phone on extension jack E4 is able to receive and make calls on line L1.

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.

TALKSWITCH INSTALLATION 11

Each phone is connected to an extension jack. Calls on extension 111 ring the phone connected to jack E1. Calls on extension 112 ring the phone connected to jack E2 and so on.

Figure 8: Single-line phones

Connecting a two-line analog phone

You can plug a two-line phone into two extension jacks of the TalkSwitch unit. You can then configure each telephone line to ring a specific extension. For example, line 1 can ring extension 111, which will show Line 1 as active. Line 2 can ring extension 112, which will show Line 2 as active and so on.

Figure 9 shows extensions 111 and 112 connected to a two-line phone that uses separate jacks for each line.

Figure 9: Two-line phone

If your two-line phone does not have separate jacks, you can use a splitter to join the two lines as shown in Figure 10.

Figure 10: Two-line phone on splitter

TALKSWITCH INSTALLATION 12

A four-line phone can use two splitters to join the four lines as shown in Figure 11.

Figure 11: Four-line phone on two splitters

Connecting an IP phone

Plug the IP phone into your switch/hub and configure it as described in Adding IP phoneS on page 82. If you are using an unsupported IP phone, refer to its user guide 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 Direct line access on page 62.

TALKSWITCH INSTALLATION 13

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.

Figure 12: 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 13: 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.

TALKSWITCH INSTALLATION 14

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 14: 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 Telephone Lines > Audio on page 184.

CONNECTING TO THE PA (PUBLIC ADDRESS) JACK

The PA jack can be connected to a PA system for overhead paging, screening voicemail and playing music on hold. The PA jack requires a 1/8" (3.5 mm) mono phono connector. If your system has multiple TalkSwitch units, use a splitter to connect each TalkSwitch unit 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.

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.

TALKSWITCH INSTALLATION 15

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 shared on the 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 the firmware on all units is updated before adding them to the LAN.

Check the support section at http://global.talkswitch.com 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

An Ethernet switch provides direct communication between units, thus keeping the voice-overLAN data isolated from other data on the network.

1. Connect up to four units to an Ethernet switch.

2. Connect a computer to the Ethernet switch.

3. Power up and configure the units.

4. After configuring the units, connect the IP extensions to the Ethernet switch.

TALKSWITCH INSTALLATION 16

It is important that you place the IP extensions on the same subnet as TalkSwitch. For example, if your TalkSwitch unit has the IP address 192.168.1.200, your IP extensions should use IP addresses in the range 192.168.1.xxx that do not conflict with other IP addresses.

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

Figure 15: Three units connected via an Ethernet switch

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 they are powered up and connected to the LAN, but their ID numbers are not set.

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.

1. Connect an analog phone to one of the extension jacks on the unit.

2. Press # to enter command mode.

3. Dial the system password + #.

4. 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 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. Note that dialing 101–108 will ring local extensions 111–118.

TALKSWITCH INSTALLATION 17

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

Local extensions (analog/IP)

Local extensions (IP only) 151–158 161–168 171–178 181–188

Remote extensions 210–219 220–229 230–239 240–249

Local mailboxes 111–118

Remote mailboxes 210–219 220–229 230–239 240–249

General mailboxes 410–419 420–429 430–439 440–449

111–118 121–128 131–138 141–148

151–158

121–128 161–168

131–138 171–178

141–148 181–188

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.

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.

Voicemail

All local extension and remote extension voicemail data is stored on the unit the extension is connected to. For example, all greetings, dial-by-name directory names and voicemail messages for extensions 121–128, 161–168, 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 or choose Tools > Voicemail Manager > Mailbox Status.

TALKSWITCH INSTALLATION 18

Special considerations when connecting multiple units to a LAN

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 Attendant There are nine auto attendants. Ring Groups There are ten ring groups (300–309). Park Orbits There are ten park orbits (500–509). Music on Hold 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.

Public Address (PA)

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 shared on the 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 greetings and messages left in voice mailboxes. It is also used to store music on hold, auto attendant greetings and announcements.

Figure 16: 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.

TALKSWITCH INSTALLATION 19

2. Ensure the Total Unit Time has increased in the Mailbox Data window. See Memory Usage on page 169.

Figure 17: 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 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 or visit the TalkSwitch website 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 Board TalkSwitch

equivalent

Add four VoIP lines 240vs

280vs 480vs 840vs 48-CA

Add eight VoIP lines 240vs

280vs 480vs 840vs 48-CA

Add six telephone lines 240vs

244vs 248vs

Add four extension jacks 240vs

244vs 284vs

Add two telephone lines and four extension jacks

240vs 244vs 248vs 24-CA

4plus 244vs

284vs 484vs 844vs 48-CVA

8plus 248vs

288vs 488vs 848vs 48-CVAv2

600plus 840vs

844vs 848vs

40plus 280vs

284vs 288vs

240plus

480vs 484vs 488vs

24-CA to 48-CA top

48-CA

board

TALKSWITCH INSTALLATION 20

ENABLING LICENSED ADD-ONS

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

• Attendant Console software

• Call Reporting software

• Extended Warranties

For instructions on enabling TalkSwitch licensed add-ons, see Licensed Add-Ons on page 57.

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 the unit AC adapter is plugged into a working power outlet and the unit is turned on. Make sure 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.

If networked, ensure you have the latest firmware loaded on all units.

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.

5. Set the PBX extension length. See From auto attendant tab on page 177.

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.

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

TALKSWITCH INSTALLATION 21

CHAPTER 2

Chapter 2: TalkSwitch Config uration

TALKSWITCH CONFIGURATION

INTRODUCTION

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

STARTING THE TALKSWITCH MANAGEMENT SOFTWARE

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.

1. Press the Power button to turn on your TalkSwitch unit.

2. Turn on your computer.

TALKSWITCH CONFIGURATION 22

3. Double-click the TalkSwitch icon on your desktop to open the TalkSwitch management software. You can also click Start > Programs > TalkSwitch 6.11 > TalkSwitch Configuration 6.11. The Configuration Selection page appears, and the software attempts to detect your TalkSwitch unit.

4. Select your language. You can select English, Français or Español.

5. Once the software detects your TalkSwitch unit, click Configure Auto-Detected TalkSwitch System. The software loads the configuration from the TalkSwitch unit, and the About page appears.

6. If the software was unable to detect your TalkSwitch unit, check that all your wires and plugs are securely connected, and then click Retry Auto-Discovery. The software loads the configuration from the TalkSwitch unit, and the About page appears.

7. If auto-detection does not work:

a) Click Connect to Different System. The Connect Via IP window appears.

b) Enter the URL / IP address and Port of the TalkSwitch unit, and then click OK. This is the

public IP address or FQDN of the TalkSwitch system. The software loads the configuration from the TalkSwitch unit, and the About page appears.

TALKSWITCH CONFIGURATION 23

8. To open a configuration file:

a) Click Open a Configuration File or Template. The Open File or Template

window appears.

b) Click Open a File. The Configuration File window appears.

c) Browse to the .tsd file, and then click Open. The software opens the configuration file.

TALKSWITCH CONFIGURATION 24

ABOUT

The About page displays and allows you to change system information.

1. Select the About page.

The System Information area shows:

• The current time and date programmed into the TalkSwitch system. Clicking the System time link displays the TalkSwitch Date and Time Properties window. It allows you to change the date, time, time zone, and NTP server programmed into the TalkSwitch system. See System time on page 31.

• The current mode. A mode is a period of time when the TalkSwitch system uses a particular call handling setup for incoming calls. Mode 1 is typically office hours, and Mode 2 is typically evening and weekend hours. Holiday Mode is when your office is closed for a statutory holiday or shutdown. Clicking the Current mode link displays the Change Mode window. It allows you to change the mode of the TalkSwitch system. See Change mode on page 30.

TALKSWITCH CONFIGURATION 25

• The model numbers of the TalkSwitch units in the TalkSwitch system. Clicking the My TalkSwitch system link displays the Talksw itch Network window. It shows the MAC

address, IP address, model number, firmware version, and length of operation for each TalkSwitch unit.

To identify a TalkSwitch unit, click the Identify button. The Identify button will change to a Stop button. All the lights on the front panel will start flashing. Click the Stop button to end the flashing.

• The number of new voicemail messages in the TalkSwitch system, and the total number of voicemail messages. Clicking the Voicemail messages link displays the Voicemail Memory Usage window. It shows message statistics for each voice mailbox. See View mailbox data on page 120.

• The version number of the TalkSwitch management software.

• When the configuration was last saved to the TalkSwitch system.

• The type of connection to the TalkSwitch system.

• The region of the TalkSwitch system.

TALKSWITCH CONFIGURATION 26

ADMINISTRATION

The Administration page allows you to set up the system name, system password, language, and how to route the call if a user dials 0.

1. Select the Administration page.

Administration

The Administration area allows you to set up the system name and system password.

CAUTION: Use a system password, otherwise the system will be vulnerable to configuration changes, misuse and/or lock-out by callers or users. If the router has port 9393 mapped to the TalkSwitch unit for remote configuration, the system will also be vulnerable to anyone on the Internet.

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

1. Optionally enter the System name. This should be the company name, or a shortened form suitable for use as caller ID during VoIP calls. If you enter a system name, you will require it when logging in through a browser for status or call detail record (CDR) information. If you omit the system name, you can enter talkswitch when logging in through a browser.

2. Enter the System password. It has to be a 4- to 8-digit numeric password, so you can also enter it on a touchtone phone.

The system password allows access to the configuration. It is entered when you start the TalkSwitch management software, and when you access the configuration through a local extension or outside phone.

TALKSWITCH CONFIGURATION 27

Language

The Language area displays the language loaded into the TalkSwitch system, and allows you to load and remove language files.

1. To change the language files loaded into the TalkSwitch system, click Edit. The Language File Management window appears, listing loaded language files.

a) To load a language file, click Add, and then select the language file.

b) To remove a language file, select the language, and then click Remove.

2. Select the default language for prompts heard by callers and users in the Default language for system prompts to callers list.

Dial 0 routing

The Dial 0 routing area allows you to select how the system will route the call if a user dials 0. For example, you can configure the system to connect the user to the receptionist at extension 114.

1. Select the action in the Connect to list. Choices are:

• perform no action — Does not connect to a resource.

• go to voicemail — Connects to the selected voicemail.

• go to local extension — Connects to the selected local extension.

• go to remote extension — Connects to the selected remote extension.

• go to ring group — Connects to the selected ring group.

• play announcement — Plays the selected announcement.

• go to auto attendant — Connects to the selected auto attendant.

• queue at ring group — Connects to the call queue of the selected ring group.

• lookup name directory — Accesses the dial-by-name directory.

• go to VoIP location — Connects to the selected VoIP number within the TalkSwitch

VoIP network.

2. Select the resource. Depending on the action, resources are voice mailboxes, extensions, announcements, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

TALKSWITCH CONFIGURATION 28

SCHEDULING

A mode is a period of time when the TalkSwitch system uses a particular call handling setup for incoming calls. Mode 1 is typically office hours, and Mode 2 is typically evening and weekend hours. Holiday Mode is when your office is closed for a statutory holiday or shutdown.

The TalkSwitch system can use a different call handling setup for each mode, and can automatically change mode with the time of day, day of week and on holidays. This way it can handle calls in different ways according to a schedule.

The Scheduling page allows you to set up Mode 1, Mode 2 and Holiday Mode. You can also adjust the time and date, and can switch modes manually.

Ensure the TalkSwitch management software is closed during automatic mode switching, or if an administrator is manually switching modes using a phone. In these cases the mode cannot switch while the TalkSwitch management software is open.

Note that the mode can switch while the TalkSwitch management software is open, if the user is manually switching modes using the software, as described later.

1. Select the Scheduling page.

Modes

The Modes area allows you to enable, name and switch modes, and displays the current mode.

1. Enter the Mode 1 label and the Mode 2 label. Note that Mode 1 and Mode 2 are always available, so you cannot disable the Enable Mode 1 and Enable Mode 2 check boxes.

2. Set up Holiday Mode to handle incoming calls differently during a holiday:

a) Select the Enable holiday mode check box to enable Holiday Mode. The window enables

the Settings button.

TALKSWITCH CONFIGURATION 29

b) Enter the Holiday Mode label.

c) Click Settings. The Holiday Settings window appears. The calendar shows the current

date in green.

d) Select your country in the Populate calendar with holidays observed in list, and then

click Populate. The calendar will show your country’s statutory holidays in grey.

e) Using the calendar, select the month and then click the date of the holiday. The date is

added to the Selected Dates area, and the calendar will show the date in blue. Click the date again to remove it.

f) Repeat Step e until all required holidays have been added.

g) Select the mode in the Use the following call cascade settings for Holiday Mode. Choices

are Mode 1 and Mode 2. This setting determines whether extensions will use their Mode 1 or Mode 2 call cascades during Holiday Mode.

Change mode

The Modes area displays the current mode.

1. To change mode, click Change Mode. The Change Mode window appears.

TALKSWITCH CONFIGURATION 30

2. Select the mode. The new mode immediately takes effect. You do not have to save the configuration.

You can also change the mode by phone.

1. Ensure the TalkSwitch management software is closed.

2. Pick up a local extension, or remotely call the TalkSwitch system.

3. Enter command mode by either pressing # on an analog extension phone, or *55# on an IP phone.

4. Enter the system password, followed by #.

5. Enter one of the following commands:

• 30 + # to hear the current mode.

• 31 + # to enable Mode 1.

• 32 + # to enable Mode 2.

• 33 + # to enable Holiday Mode.

6. Press * to exit command mode.

Scheduling

The Scheduling area allows you to specify when the TalkSwitch system will change modes.

1. Select the Use automatic mode switching check box to enable the modes. The window enables the Scheduling area.

2. Select the day.

3. Select whether to use one mode or multiple modes during that day:

•Select Continuously run to use the selected mode the whole day.

•Select Switch modes depending on time to switch between Mode 1, Mode 2 and Holiday

Mode during the day. The window enables the schedule controls.

4. If you selected Continuously run, select Mode 1, Mode 2 or Holiday Mode.

5. If you selected Switch modes depending on time, set when the mode should change. The default settings are:

• Mode 1 at 9:00 AM on Monday to Friday.

• Mode 2 at 5:00 PM on Monday to Friday.

• Mode 2 continuously on Saturday and Sunday.

System time

The Scheduling area shows the date and time programmed into the TalkSwitch system. Clicking the Adjust button displays the TalkSwitch Date and Time Properties window. It allows you to change the date, time, time zone, and NTP server programmed into the TalkSwitch system.

NOTE: You can configure the TalkSwitch system to get the time and date (but not the year or time zone) from caller ID. See Clock Preferences on page 180.

TALKSWITCH CONFIGURATION 31

1. Click Adjust. You can also choose Options > Set Date & Time. The TalkSwitch Date and Time Properties window appears.

Date & time

The Date & Time area allows you to set the date and time programmed into the TalkSwitch system.

1. Select the month and date for the TalkSwitch system.

2. Set the time for the TalkSwitch system.

Time zone

The Time Zone area allows you to set the time zone for the TalkSwitch system, and whether daylight savings time is used in your region.

1. Select the time zone for the TalkSwitch system.

2. If your region uses daylight savings time, select the Automatically adjust clock for daylight saving changes check box.

TALKSWITCH CONFIGURATION 32

NTP server

The NTP Server area allows you to set the NTP (Network Time Protocol) server for the TalkSwitch system. It provides the same time to the TalkSwitch units and to the external IP extensions.

1. Select the NTP Server tab.

2. Enter the NTP server.

TALKSWITCH CONFIGURATION 33

IP CONFIGURATION

The IP Configuration page allows you to set up the TalkSwitch system for Internet communications. The Internet can be used for external IP extensions, a TalkSwitch VoIP network, a subscription to a VoIP service, and remote configuration.

1. Select the IP Configuration page.

System IP settings

The System IP Settings area shows IP addresses. By default, Obtain IP and DNS information automatically is selected and the area shows IP addresses from the router.

1. Change Obtain IP and DNS information automatically to Use configured IP and DNS information in order to lock in the IP addresses.

2. In some cases, the System IP Settings area may be blank because your router has not delivered the IP addresses. If so, enter the following IP addresses from your LAN administrator:

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

b) Enter the Subnet mask for the LAN. This address determines the 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 that connects the office network to the Internet. The router may act as default gateway.

d) Enter the IP address of the Preferred DNS server. DNS is a service used to resolve a domain

name to an IP address. The router may act as DNS server.

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

TALKSWITCH CONFIGURATION 34

TalkSwitch proxy

If your TalkSwitch system has multiple TalkSwitch units, the TalkSwitch Proxy area displays and allows you to change the unit acting as local proxy. The local proxy handles Internet communications for the TalkSwitch system. It establishes connections across the Internet, and then routes Internet data to and from each TalkSwitch unit. The lowest numbered TalkSwitch unit acts as local proxy by default.

The router must map the SIP, TFTP and HTTP ports to the local proxy. See Router port forwarding on page 36.

1. If necessary, click the Change Proxy button. The Change Proxy window appears.

2. Select the TalkSwitch unit.

Public IP address

The Public IP address section allows you to set up Internet parameters so the TalkSwitch system can communicate with other locations over the Internet.

1. Set the Type of public address. Choices are:

• Dynamic public IP address — This is the default setting. Your ISP (Internet Service

Provider) will assign different public IP addresses to your location. The TalkSwitch system will check its public IP address every five minutes. When the public IP address changes, the TalkSwitch system will automatically use the new one. This allows it to manage VoIP calls properly.

If Dynamic public IP address is selected, the window completes the Current public IP address, and sets Public IP address-checker server name to checkip.talkswitch.com. This server runs an IP checker application that provides public IP addresses to TalkSwitch systems. You cannot change these items.

• Static public IP address — A static IP address is fixed. Your ISP assigns the static IP

address. If this location will have the SIP server for a TalkSwitch VoIP network, we recommend using a static IP address.

If Static public IP address is selected, the window allows you to enter the Current public IP address, and disables the Public IP address-checker server name box.

2. If you selected Dynamic public IP address, enter the Fully qualified domain name (FQDN). Get the FQDN from your ISP. The FQDN is only required if this location is the SIP server for a TalkSwitch VoIP network, or has external IP extensions.

A DDNS (Dynamic Domain Name Service) provider such as www.dyndns.com matches your dynamic IP addresses to your FQDN, so your TalkSwitch VoIP network or external IP phones will continue to work when the IP address changes.

If you are using DDNS, ensure your router supports your DDNS service, and configure it to update the DNS servers.

TALKSWITCH CONFIGURATION 35

If your router does not support DDNS, download one of the applications specified on www.dyndns.com. To update the DNS servers, the application needs to run on a PC connected to the same LAN as the TalkSwitch system.

3. If you selected Static public IP address, enter the Current public IP address from your ISP. Leave the Fully qualified domain name box blank.

If the TalkSwitch unit is not behind a router, or if a private virtual network is used, the public IP address should be set to the local IP address of the TalkSwitch unit acting as local proxy.

Note that it will take up to one minute for the new static public IP address to take effect.

Router port forwarding

The Router Port Forwarding area displays the type of gateway device (i.e. the type of router), the IP address of the gateway (i.e. router), and whether router configuration is required.

A router is a gateway between the local area network and the Internet. Most routers have a firewall to block unwanted data from the Internet. For voice data to reach the TalkSwitch system through the firewall, port forwarding is required. Port forwarding allows the router to map ports to the IP addresses of the TalkSwitch units. Valid Internet data will use the ports to go through the firewall to the TalkSwitch units.

If you are setting up external IP extensions, a TalkSwitch VoIP network, or a VoIP service that doesn’t handle port forwarding, port forwarding is required.

If port forwarding is required, and your router supports uPNP (Universal Plug and Play), ensure uPNP is enabled. The TalkSwitch system will use uPNP to automatically set up port forwarding, and the Automatic (uPNP Enabled) link will appear. No router configuration is required.

If port forwarding is required but your router doesn’t support uPNP, or automatic port forwarding doesn’t work, the Manual Port Mapping Required link will appear. You will need to configure the router as described below.

1. If required, click the Manual Port Mapping Required link. The Manual Port Mapping window appears. It lists the packet type, port number, IP address and protocol of each required port.

TALKSWITCH CONFIGURATION 36

2. To access the router configuration:

a) Click the link containing the IP address of the gateway. The default browser starts, and

prompts you for the router’s user name and password.

b) Enter the router’s user name and password. The browser shows a setup screen.

c) Navigate to the screen used to set up port forwarding. See your router documentation.

d) Set up port forwarding using the information from the Manual Port Mapping window.

See your router documentation for instructions on how to map ports. For information on configuring routers and mapping ports, visit http://www.portforward.com/english/ routers/port_forwarding/routerindex.htm.

3. To check the status of each port through the firewall, click Check Firewall. The Test Firewall window appears.

4. Select the services you want to check.

5. Click Test Ports. The system will check the ports of the selected services.

Configuring the router manually

If you cannot access the router configuration through the IP Configuration page, configure the router manually.

1. Open the router configuration and navigate to the screen used to set up port forwarding. See your router documentation.

2. Map port 5060 (Type: UDP) to the TalkSwitch unit acting as local proxy. Port 5060 is the default port for forwarding SIP signaling data to the TalkSwitch system.

If required, you can map a different port. In this case, enter the port in the SIP signalling port box of the VoIP Settings window.

3. Map the following ports (Type: UDP) to the TalkSwitch units. These RTP ports forward voice traffic to the TalkSwitch system by default.

VoIP Lines/Unit Unit 1 Unit 2 Unit 3 Unit 4

4 6000–6006 6010–6016 6020–6026 6030–6036 8 6100–6114 6200–6214 6300–6314 6400–6414

TALKSWITCH CONFIGURATION 37

If required, you can map different ports. In this case enter the first port in the Starting RTP port box of the VoIP Settings window.

4. If you are setting up external IP extensions, map port 69 (Type: UDP) to the TalkSwitch unit acting as local proxy. Port 69 allows the TalkSwitch system to configure external IP extensions.

5. If you are setting up TalkSwitch IP phones as external IP extensions, map port 8484 (Type: TCP) to the TalkSwitch unit acting as local proxy. Port 8484 allows the TalkSwitch system to configure TalkSwitch IP phones as external IP extensions.

6. Map port 9393 (Type: TCP) to the TalkSwitch unit acting as local proxy. Port 9393 allows remote configuration of the TalkSwitch system.

7. If available, enable Quality of Service (QoS) to give voice traffic priority over data.

8. Save the configuration to the router.

ON-HOLD/RINGBACK

Music on hold plays when a caller is on hold, or is being transferred to an extension. The system plays a double beep tone or ringback tone by default, but you can have it play music or a recorded message instead.

The TalkSwitch system can play music on hold from an internal .wav file or from an external audio source. An external audio source is a CD player or MP3 player. It must be connected to the MUSIC jack on the back of each TalkSwitch unit. See Setting up music on hold on page 15.

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

The On-Hold/Ringback page allows you to set up music on hold.

1. Select the On-Hold/Ringback page.

TALKSWITCH CONFIGURATION 38

On-hold settings

The On-hold Settings area allows you to select the sound to play while the caller is on hold.

1. Select the sound to play while the caller is on hold. Choices are:

• Play “double beep” tones — Plays a “beep beep” sound.

• Play music whose source is connected to the MUSIC jack — Plays music from a CD player

connected to the MUSIC jack. See Setting up music on hold on page 15.

• Play music from file loaded on TalkSwitch — Plays the .wav file loaded into the

TalkSwitch system.

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

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

message. You can download free music on hold from the mytalkswitch section of the TalkSwitch website.

You can also 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 Select Wav File window appears.

c) Click Browse to select a .wav file, and then click Select Wav File. The system will load

the .wav file into the TalkSwitch unit(s), and will display the file size and date loaded.

3. 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.

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

d) Repeat Steps a to c.

TALKSWITCH CONFIGURATION 39

Transfer settings

The Transfer Settings area allows you to select the sound to play while the caller is being transferred from an auto attendant or to another extension.

1. Select the sound to play while the caller is being transferred. Choices are:

•Music — Plays music on hold as configured in the On-Hold Settings area.

• Ringback — Plays the ringback tone, which is the normal sound heard when the other

person’s phone is ringing.

Deleting a music on hold file

You can delete a music on hold file. This may be required if you need more space for voicemail messages. In this case you can use an external audio source for music on hold, or you can upgrade the memory capacity of the TalkSwitch units. See Increasing memory capacity on page 19.

1. Click Delete Wav File. The system deletes the .wav file from the TalkSwitch unit(s).

Playing music on hold on the PA system

You can play music on hold through the PA jack.

1. Dial *80 to play or stop playing music on hold through the PA jack.

If music on hold is playing through the PA jack, and a user dials *0 to make an overhead page, the overhead page will interrupt the music on hold. However, if the PA jack is configured for voicemail screening, and music on hold is playing, voicemail screening will not interrupt the music on hold. See PA Output on page 174.

EMAIL SERVICE

The TalkSwitch system can send an e-mail if a voicemail message has been left in a mailbox. The e-mail includes the caller ID, and can include the voicemail message as an attachment.

The e-mail can optionally include links to delete or save the voicemail message. If you delete the voicemail message, it will be removed from the TalkSwitch system. If you save the voicemail message, the system will change its status from “new” to “saved”. A voicemail message that is saved will no longer activate the new message indicator on the user’s extension.

The system can send notification to up to four e-mail addresses per mailbox. For example, if a caller leaves a message in the general mailbox for the sales group, the system can send an e-mail to four members of the sales group.

An e-mail address can be assigned to multiple mailboxes. For example, the system can send emails to a user if callers leave messages in the user’s local extension mailbox, remote extension mailbox or a general mailbox.

The Email Service page allows you to maintain e-mail addresses, set up the e-mail server parameters, and test the e-mail server.

TALKSWITCH CONFIGURATION 40

1. Select the Email Service page.

Email notification settings

The Email Notification Settings area allows you to add up to 255 e-mail addresses.

1. Select a slot for the e-mail address.

2. Enter the recipient’s Full name.

3. Enter the recipient’s Email address.

4. Select the Notification option. Choices include:

• Include voice message as attachment — Attaches the voicemail message to the e-mail as

a .wav file.

From: TalkSwitch Voicemail Sent: April 18, 2008 2:53:30 PM Subject: From: ext 112 Attachments: voice_message_111.wav (68 KB) _____________________________________ Voice Mailbox 111

New message from ext 112 Received: Friday, April 18 at 2:52pm Length: 6 seconds

Total un-reviewed messages: 5 Total saved messages: 0 ____________________________________

TALKSWITCH CONFIGURATION 41

TalkSwitch Voicemail Management

Save message Delete message ____________ ______________ Note: It may take up to 2 minutes for the message to be saved/ deleted from your mailbox.

• Email notification only (full length) — Does not attach the voicemail message to the e-

mail, but includes full details about the contents of the voice mailbox.

From: TalkSwitch Voicemail Sent: April 18, 2008 2:53:30 PM Subject: From: ext 112 _____________________________________ Voice Mailbox 111

New message from ext 112 Received: Friday, April 18 at 2:52pm Length: 6 seconds

Total un-reviewed messages: 5 Total saved messages: 0 ____________________________________

• Email notification only (SMS length) — Does not attach the voicemail message to the e-

mail, and sends minimum details about the message. The notification is less than 130 characters, so is short enough to be sent in one e-mail to a cell phone.

From: TSvm Sent: April 18, 2008 2:53:30 PM Subject: New msg

Mbox 111 Msg from ext 112 Rcvd: Fri, Apr 18, 2:52pm Lngth: 6s New: 5 Saved: 0

TALKSWITCH CONFIGURATION 42

Import an email list

The Import an Email List area allows you to import e-mail addresses from a .csv file.

Each entry in the file must be formatted as follows: name,e-mail address. For example:

John Doe,john.doe@email.com Jane Doe,jane.doe@email.com

1. Click Select File. The Import an Email List window appears.

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

E-mail server settings

The Email Server Settings area allows you to set up the e-mail server parameters, include links to delete or save the voicemail message, and test the system’s ability to send e-mail.

Use e-mail account information from your Internet service provider (ISP) or administrator.

Notification may not work properly if the SMTP server uses Microsoft Exchange Server, and certain security features are enabled.

1. Enter an e-mail address in the Dedicated email address for sending/receiving emails box. When e-mail notifications arrive from the system, this e-mail address will show up in the From field.

2. Enter the name of the Outgoing mail server (SMTP).

3. To configure authentication and server port numbers, click More Settings. The Internet

Email Settings window appears. See Outgoing server authentication on page 44 and Outgoing server port numbers on page 45.

4. To include links within the e-mail notification, select the Enable delete/save messages option check box. The links will allow the recipient to delete or save the voicemail message.

The e-mail notification can only include the links if the voicemail message is attached.

Deleting the voicemail message will remove it from the TalkSwitch unit. Saving the voicemail message will change its status from “new” to “saved”. A voicemail message that is saved will no longer activate the new message indicator on the user’s extension.

TALKSWITCH CONFIGURATION 43

5. Enter the name of the Incoming mail server (POP3). The name will automatically appear in the My Outgoing Server (SMTP) Requires Authentication area.

6. To configure authentication, server port numbers and how often the TalkSwitch unit should check the POP3 server, click More Settings. The Internet email settings window appears. See Incoming server authentication on page 45, Incoming server port numbers on page 45 and Incoming mail server options on page 45.

Outgoing server authentication

The My Outgoing Server (SMTP) Requires Authentication area allows you to enter account information for the outgoing server. The outgoing server is also referred to as the SMTP server. It can have its own account information, or can use the account information from the incoming server. The incoming server is also referred to as the POP3 server.

1. If the outgoing server requires authentication, select the My Outgoing Server (SMTP) Requires Authentication check box.

2. Choose the type of authentication used by the outgoing server:

• If the outgoing server uses its own logon information, and can send e-mail without first

logging on to the incoming server:

i) Select This server requires SMTP logon information.

ii) Enter the User name of the account from the outgoing server.

iii) Enter the Password of the account from the outgoing server.

• If the outgoing server uses logon information from the incoming server, and must log on

to the incoming server before sending e-mail:

i) Select This server requires logon to incoming mail server before sending mail.

ii) Enter the name of the Incoming mail server (POP3). The name will automatically

appear in the Enable Delete/Save Messages Option area.

iii) Enter the User name of the account from the incoming server. The user name will

automatically appear in the Incoming Server Authentication area.

iv) Enter the Password of the account from the incoming server. The password will

automatically appear in the Incoming Server Authentication area.

TALKSWITCH CONFIGURATION 44

Outgoing server port numbers

The Server Port Numbers area allows you to enter a port number for the outgoing server. This is only required if the standard default port number cannot be used.

1. The default Outgoing mail server (SMTP) port is 25. If required, enter a different port number ranging from 0 to 65535.

Incoming server authentication

The Incoming Server Authentication area allows you to enter the user name and password of the account from the incoming server. The incoming server is also referred to as the POP3 server.

1. Enter the User name of the account from the incoming server. The user name will automatically appear in the My Outgoing Server (SMTP) Requires Authentication area.

2. Enter the Password of the account from the incoming server. The password will automatically appear in the My Outgoing Server (SMTP) Requires Authentication area.

Incoming server port numbers

The Server Port Numbers area allows you to enter a port number for the incoming server. This is only required if the standard default port number cannot be used.

1. The default Incoming mail server (POP3) port is 110. If required, enter a different port number ranging from 0 to 65535.

Incoming mail server options

The Incoming Mail Server Options area allows you to specify how often the TalkSwitch unit should check the incoming server for e-mail messages from users deleting and saving voicemail messages. The incoming server is also referred to as the POP3 server.

1. Select the Email request interval, ranging from 1 minute to 30 minutes.

2. To delete e-mail messages that aren’t from TalkSwitch users (i.e. spam), select the Delete any unrecognized inbound emails check box.

TALKSWITCH CONFIGURATION 45

Testing the e-mail server settings

1. Click Test Account Settings. A window appears, prompting you to save the configuration.

2. Click Save. The system saves the configuration, then the Test Account Settings window appears.

3. Enter an e-mail address in the Test email address box, and then click Start. The following window shows a successful result, with each task completed.

If a task fails, the TalkSwitch system is not able to send e-mail messages. Adjust the e-mail server parameters accordingly:

• If Find outgoing mail server (SMTP) fails, check the SMTP server name in the Outgoing

mail server (SMTP) box.

• If Log onto outgoing mail server (SMTP) fails, check the SMTP server authentication

parameters in the Internet Email Settings window.

4. Ensure the e-mail address has received the test e-mail. Note that the e-mail may have been routed to a junk or spam folder.

TALKSWITCH CONFIGURATION 46

Managing voicemail messages

If the Notification option is set to Include voice message as attachment, the recipient can play, save or delete the voicemail message.

1. To play the voicemail message, the recipient double-clicks the attachment. The default .wav player opens the voicemail message.

2. To save the voicemail message, the recipient clicks Save message. The e-mail program creates a new e-mail message with the To and Subject fields completed. The recipient sends this e-mail message. Upon receiving the e-mail message, the TalkSwitch system will change the status of the voicemail message from “new” to “saved”, and the local extension will turn off the new message indicator. However the system will not delete the voicemail message.

Note that the system allows up to 99 voicemail messages per mailbox. Once a mailbox fills up, callers won’t be able to leave voicemail messages for that user. Therefore users should delete voicemail messages before the mailbox fills up.

3. To delete the voicemail message, the recipient clicks Delete message. The e-mail program creates a new e-mail message with the To and Subject fields completed. The recipient sends this e-mail message. Upon receiving the e-mail message, the TalkSwitch unit will delete the voicemail message.

Setting up POP3 service with Microsoft Exchange

If your system uses Microsoft Exchange, and you wish to include voicemail messages as attachments within the notification emails, you must set up POP3 service.

For instructions on how to download, install and configure POP3 service, refer to the Microsoft documentation included with your version of Exchange. See http://technet.microsoft.com/en- us/library/aa998454(EXCHG.65).aspx for more information.

Risks of enabling POP3 service

• The default configuration does not use encryption when sending the username and password.

• Unauthorized clients can use the POP3 service.

• E-mails from users for saving and deleting voicemail messages are not stored on the Exchange server, but are pulled through to the client (i.e. the TalkSwitch system).

Security recommendations

1. Install the TalkSwitch system on the same LAN as the Exchange server.

2. Follow the Microsoft procedures for tightening security.

3. The POP3 service is a virtual server. You can use the following techniques to control incoming access to a virtual server. Refer to the Microsoft documentation included with your version of Exchange.

• Grant or deny access using IP addresses or Internet domain names.

• Require authentication for incoming connections.

• Restrict concurrent connections.

• Set connection time-out values.

TALKSWITCH CONFIGURATION 47

VOIP CONFIGURATION

The VoIP Configuration page allows you to set up the TalkSwitch profile for the SIP server or a SIP client, and up to four service provider profiles. You can also view registrar entries, view registration status, set codec options, and reserve VoIP lines for specific setups.

The VoIP Configuration page is only present with a VoIP-enabled TalkSwitch unit. The layout of the page depends on whether you are configuring a TalkSwitch profile or a service provider profile.

Setting up a TalkSwitch profile

You can set up a TalkSwitch profile for the SIP server or for a SIP client. The TalkSwitch profile contains registration details and authentication information. The information is from the TalkSwitch unit acting as the SIP server for a TalkSwitch VoIP network.

Any VoIP-enabled TalkSwitch unit can act as the SIP server. However a TalkSwitch VoIP network requires that one (and only one) TalkSwitch unit be configured to act as the SIP server. TalkSwitch systems at other locations are configured as SIP clients.

When the SIP server is enabled and SIP clients are registered with the SIP server, all VoIP calls within the TalkSwitch VoIP network contact the SIP server to resolve the destination location. Once the destination is resolved, the call goes directly from the source to the destination.

1. Select the VoIP Configuration page.

2. Select Profile TS, which is for configuring the TalkSwitch profile.

TALKSWITCH CONFIGURATION 48

Setting up a service provider profile

A service provider profile contains the registration details of the service provider’s SIP server.

If you are using a TalkSwitch-certified VoIP service provider, visit the support section at http:// global.talkswitch.com to access the service configuration guide for your VoIP service provider.

1. Select the VoIP Configuration page.

2. Select a Profile (SP 1 to SP 4), which are for configuring service provider profiles.

Activate profile

TalkSwitch profile

If setting up a TalkSwitch profile, the Activate Profile area indicates the Profile name is TalkS witch. Leave the Disable public IP address substitution check box cleared.

TALKSWITCH CONFIGURATION 49

Service provider profile

If setting up a service provider profile, the Activate Profile area allows you to activate the profile, enter the profile name, set up public IP address substitution, and set up keep alive messages.

1. Select the Activate Profile check box.

2. Enter the Profile name. The default profile name is Service provider n (e.g. Service provider 1).

3. If your service provider requires you to register using your private IP address, select the Disable public IP address substitution check box.

For information on how to set this, see the service configuration guide for your VoIP service provider.

4. If your service provider requires you to set up keep alive messages, and if your router does not support uPNP, set up keep alive messages.

Keep alive messages maintain the connection from the TalkSwitch unit, through your router, to the service provider’s SIP server.

For information on configuring keep alive messages, see the service configuration guide for your VoIP service provider.

a) Select the Enable NAT keep alives check box.

b) Click Settings. The Keep Alive Settings window appears.

c) Select the type of ping. Choices are:

• Simple ping — A standard ping message that works with all SIP servers.

• Nortel ping — A longer but more reliable ping message that only works with specific Nortel SIP servers (e.g. Nortel MCS 5200).

d) If necessary, change the ping frequency. The default setting is 45 seconds.

Registration details

TalkSwitch SIP server profile

If the SIP server is at this location, the Registration Details area allows you to indicate this location has the SIP server.

1. Select the This TalkSwitch location is the proxy/registrar check box. The page enables the

Registrar authentication list and the View Registrar Entries button.

2. If the SIP server requires a non-default SIP server registration interval, SIP signalling port, or starting RTP port, enter the new values. See VoIP Tr un ki ng on page 179.

TALKSWITCH CONFIGURATION 50

a) Choose Options > VoIP Trunking. The VoIP Settings window appears.

b) Select the Re-registration interval.

c) Enter the SIP signalling port.

d) Enter the Starting RTP port.

e) Ensure the router is set up to perform port forwarding for the SIP signalling and RTP

ports. See Router port forwarding on page 36.

TalkSwitch SIP client profile

If the SIP server is at another location, the Registration Details area allows you to enter the Proxy/registrar server name.

1. Leave the This TalkSwitch location is the proxy/registrar check box cleared. The page disables the Registrar authentication list and the View Registrar Entries button.

2. Enter the Current public IP address or Fully qualified domain name (FQDN) of the SIP server into the Proxy/registrar server name box.

3. If the SIP server requires a non-default SIP signalling port (i.e. if the SIP server cannot use 5060 as the SIP signalling port), specify the port number after a colon at the end of the public IP address or FQDN (e.g. 123.45.67.89:3456).

4. Ensure the router is set up to perform port forwarding for the SIP signalling port. See Router port forwarding on page 36.

Service provider profile

If setting up a service provider profile, the Registration Details area allows you to enter the proxy server name, registrar server name, outbound proxy, and realm/domain, as provided by the service provider.

1. Enter the IP addresses or FQDNs, as provided by the service provider, into the following boxes. If the service provider does not specify a value, leave the box blank.

• Proxy server name

• Registrar server name

• Outbound proxy

• Realm/domain

For information on entering the registration details, see the service configuration guide for your VoIP service provider.

TALKSWITCH CONFIGURATION 51

Authentication

TalkSwitch SIP server profile

If the SIP server is at this location, the Authentication area allows you to set registrar authentication, and enter the user/account name and password for the TalkSwitch VoIP network. All TalkSwitch locations must use the user/account name and password from the SIP server.

1. Set Registrar authentication to Yes (diges t). This restricts access and allows only authorized devices to connect.

Devices will require digest authentication to access the VoIP network. Digest authentication is a challenge/response protocol in which the server challenges the client, and the client responds by presenting its credentials. This method of authentication is very secure.

2. Enter the User/account name. All SIP clients must use this name.

3. Enter the Password. All SIP clients must use this password.

TalkSwitch SIP client profile

If the SIP server is at another location, the Authentication area allows you to enter the user/ account name and password from the SIP server. The Registrar authentication list is disabled.

1. Enter the User/Account name from the SIP server. All SIP clients must use this name.

2. Enter the Password from the SIP server. All SIP clients must use this password.

Service provider profile

If setting up a service provider profile, enter the authentication information for each VoIP number in the Username and Password area of the VoIP Numbers page.

VoIP caller ID

The VoIP Caller ID area allows you to set up the source for the caller ID name for outbound VoIP calls. The same setting is used for the TalkSwitch profile and all service provider profiles. Extension names are used by default.

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

• To use the System name from the Administration page, select Use system name in caller

ID information for all outgoing VoIP calls.

• To use the First name and Last name from the Local Extensions/Fax page, select Use

extension names in caller ID information for all outgoing VoIP calls.

See Caller ID settings on page 66 to select the phone number that will appear on the other phone.

TALKSWITCH CONFIGURATION 52

Reserving VoIP lines

By default, all TalkSwitch VoIP lines are available for external IP extensions, TalkSwitch VoIP network calls, and/or service provider calls on a first-come first-served basis. You can also reserve VoIP lines for a specific use. For example, you can set aside two lines for external IP extensions.

Reserving VoIP lines guarantees resources for a specific network. Sharing VoIP lines uses them most efficiently.

When reserving VoIP lines for a service, the choice ranges from 1 to the number of unreserved VoIP lines at this location. Shared means do not reserve any VoIP lines for this service. Only unreserved lines will be available.

1. Click Reserve VoIP Lines. The VoIP Resource Reservation window appears.

2. Set the External IP extension calls list to the number of VoIP lines to reserve for external IP extensions.

3. Set the TalkSwitch VoIP network calls list to the number of VoIP lines to reserve for the TalkSwitch VoIP network.

4. Set the VoIP service provider calls lists to the number of VoIP lines to reserve for each of the VoIP s ervice providers.

TALKSWITCH CONFIGURATION 53

Viewing registrar entries

If you are configuring the TalkSwitch profile for the SIP server, the window enables the View Registrar Entries button. Clicking the button shows the Registrar Entries window with a list

of the VoIP numbers, their IP addresses and port numbers, and the number of seconds until their registrations with the SIP server will expire.

1. Click View Registrar Entries. The Registrar Entries window appears.

• Client lists the VoIP numbers set up within the TalkSwitch units.

• Contact lists the address information used by the SIP server to contact the client. It is

comprised of the VoIP number, public IP address and port number.

• Expires is the amount of time, in seconds, until the client has to re-register with the

SIP server.

TALKSWITCH CONFIGURATION 54

Viewing registration status

Clicking the View All Registrations button shows a window with a list of VoIP numbers, their registration status, and the number of seconds until their registrations with the SIP server will expire. This confirms the TalkSwitch system is registered with a SIP server.

1. Click View All Registrations. The Registration status window appears.

2. Choose All Registered Numbers or an active profile.

• Client lists the VoIP numbers set up within the TalkSwitch units.

• Status is the registration status (Registered or Not registered).

• Expires is the amount of time, in seconds, until the client has to re-register with the

SIP server.

TALKSWITCH CONFIGURATION 55

Setting codec options

A codec is a method of compressing and decompressing audio signals for communication across a network. TalkSwitch supports the G.729, G.726 and G.711 (µ-law or A-law) codecs for VoIP calls. If your service provider or equipment requires specific codecs for VoIP or Fax over IP calls, you can restrict TalkSwitch to use the required codec.

The Codec Options window allows you to select the codecs your system can use, specify the preferred codec, and clear the unsupported codecs. You can specify the codecs for the TalkSwitch profile, and for each service provider profile. External IP extensions will use the preferred codec specified in the TalkSwitch profile.

1. Click Codec Options. The Codec Options window appears.

2. Select the codecs your system can use, and clear the unsupported codecs. The following codecs are supported:

• G.729 — This codec provides good quality. It requires the least bandwidth and

accommodates the highest number of concurrent calls.

• G.726 — This codec provides better quality. It requires more bandwidth and

accommodates fewer concurrent calls.

• G.711µ — This codec provides high quality and supports Fax over IP. It requires the most

bandwidth and accommodates the fewest number of concurrent calls. G.711µ is used in North America and Japan.

• G.711A — This codec provides high quality and supports Fax over IP. It requires the most

bandwidth and accommodates the fewest number of concurrent calls. G.711A is used worldwide outside North America and Japan.

3. Select the Preferred codec. G.729 is the default codec, which uses the least bandwidth and accommodates the highest number of concurrent calls.

4. Set Voice activity detection (VAD). Enabling VAD reduces voice bandwidth when no speech is detected, and reduces transmission of background noise. We recommend disabling VAD to keep bandwidth available for speech.

TALKSWITCH CONFIGURATION 56

LICENSED ADD-ONS

Attendant Console allows users to monitor telephone lines, VoIP lines and extensions, and to perform call handling on a PC.

Call Reporting polls the call detail record (CDR) output from the TalkSwitch unit, and writes the information to a database file. It then reads the database file, and generates reports.

An extended warranty covering TalkSwitch units is available in the United States and Canada.

The Licensed Add-Ons page allows you to try, buy and activate Attendant Console and Call Reporting, and to buy and activate an extended warranty.

The Buy It button displays contact information according to the location of installation. Installers have the option to have their contact information display in this window by following these steps:

1. Copy the varinfo.html and logo.png files from the \Reseller Contact subdirectory to the TalkSwitch program directory (e.g. \TalkSwitch Configuration 6.11\).

2. Edit the copied version of varinfo.html to contain the desired contact information.

3. If you want to also display your logo, edit the copied logo.png file to contain your logo.

Your contact information will display provided these new files are in the TalkSwitch program directory.

TALKSWITCH CONFIGURATION 57

LOCAL EXTENSIONS/FAX

A local extension can either be 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 a VoIP-enabled TalkSwitch unit. See Adding IP phoneS on page 82 for more information.

Each TalkSwitch unit can have up to 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

• TalkSwitch Unit 4 — 181 to 188

Note that dialing 101–108 will ring local extensions 111–118.

The Local Extensions/Fax page allows you to set up a local extension.

Extension tab

The Extension tab allows you to set up the extension type, user name, make and model, prompt language, IP extension details, programmable keys, direct line access, hotline, hunt group permissions, caller ID, and call cascade for each local extension.

1. Select the Local Extensions/Fax page.

TALKSWITCH CONFIGURATION 58

2. Select the Extension tab.

Activate extension

The Activate Extension area allows you to enter information about the user and the extension.

If you connected a TalkSwitch TS-9112i, TS-9133i or TS-480i IP phone to the LAN and used it to select an extension number, the Extension type and Type of phone for that extension will be complete. In this case, you will enter the First name and Last name, and will select the System prompt language.

1. Select the extension number.

2. If necessary, select the Activate Extension check box. All extensions are enabled by default.

3. Select the type of extension in the Extension type list. Choices are Regular phone or fax and IP extension. Regular phone or fax allows you to set up an analog extension.

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

5. Select the Type of phone. The TalkSwitch system uses this to configure the phone with supported features like intercom paging, group paging and the message waiting counter.

• If you set Extension type to Regular phone or fax, choices are Regular phone/fax, TS-80,

TS-100, TS-200, TS-400 and TS-600.

• If you set Extension type to IP extension, you can choose the make and model. The

models of IP phones that are available vary by market - see your reseller for details. Supported IP phones are:

• TalkSwitch — TS-9112i, TS-9133i, TS-480i and TS-850i

• Polycom — IP 301, IP 320, IP 430, IP 501, IP 550, IP 601 and IP 650

• Grandstream — GXP 2000 and GXP 2020

TALKSWITCH CONFIGURATION 59

• Counterpath — eyeBeam softphone

We strongly recommend you only use supported IP phones. However, if you have an unsupported IP phone, you can select Other IP phone. Other IP phones that support the G.711 codec (µ-law or A-law) 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.

6. Select the language for prompts heard by the user of the extension in the System prompt language list.

7. Click Additional Settings to set up:

• Direct line access (see Direct line access on page 62)

• Hotline access (see Hotline access on page 63)

• Hunt group permissions (see Hunt group permissions on page 65)

• Caller ID settings (see Caller ID settings on page 66)

IP extension details

If you set Extension type to IP extension, the IP Extension Details area is enabled. The layout of the area depends on the type of phone. It allows you to set the location and identity of the IP phone, the time zone for an external IP extension, the programmable keys of a TalkSwitch TS9133i or TS-480i, and the handset ID of a TalkSwitch TS-850i.

Once you save the configuration and reboot the IP phone, the TalkSwitch system will configure the IP phone. Status will change to Registered, and the IP address of the phone will appear.

If you connected a TalkSwitch TS-9112i, TS-9133i or TS-480i IP phone to the LAN and used it to select an extension number, the Location and MAC address for that extension will be complete. In this case, you can configure the programmable keys of a TalkSwitch TS-9133i or TS-480i.

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

• Internal — An internal IP extension is located within the office, and is connected to the

same LAN as the TalkSwitch unit.

• External — An external IP extension is located outside the office, and is connected to

the TalkSwitch unit via Internet. A VoIP-enabled TalkSwitch unit is required.

• Both — The phone can be used as an internal or external IP extension. A VoIP-enabled

TalkSwitch unit is required. This is available for the Counterpath eyeBeam softphone only.

Warning: Using an external IP extension to call an emergency service number will not send the correct address to the emergency operator. We strongly recommend that you apply a warning label to any external IP extension stating:

If an emergency call is made from this phone, you must provide your address to the emergency operator.

TALKSWITCH CONFIGURATION 60

2. If you set Location to External, select the Time zone of the external IP extension.

3. Use one of the procedures below to identify the IP phone, depending on the make and model.

TalkSwitch TS-9112i, TS-9133i or TS-480i

1. Set the MAC address of the phone:

•The MAC address will be complete, if you connected the phone to the LAN and used it to

select the extension number. See Connecting the TalkSwitch IP phone to the network on page 82.

• You can enter the MAC address manually. The MAC address is printed on the bottom of

the phone and on the phone’s shipping box.

• You can select the MAC address using the MAC Selection window. This method is

available if you connected the phone to the LAN. It is also available if you programmed the phone as an external IP extension (see Programming the TalkSwitch IP phone as an external IP extension on page 89). To use the MAC Selection window:

i) Click Select. The MAC Selection window appears and lists TalkSwitch IP phones of

the selected type. If a phone has already been assigned to an extension, Ext Assignment shows the extension number, first name and last name. If a phone can be assigned to the extension, Ext Assignment shows Available.

ii) Select an available IP phone for the extension, and then click Select.

2. If the Type of phone is TalkSwitch TS-9133i or TS-480i, click Configure Keys to set up the programmable keys. See Programming TS-9133i function keys on page 86 or Programming TS- 480i softkeys on page 87.

TalkSwitch TS-850i

1. Set the MAC address of the phone.

• You can enter the MAC address manually. This is required if you are setting up an

external IP extension. The MAC address is printed under the base associated with the handset.

• You can select the MAC address using the MAC Selection window, if you connected the

base to the LAN. To use the MAC Selection window:

TALKSWITCH CONFIGURATION 61

i) Click Select. The MAC Selection window appears. Detected MAC addresses lists the

MAC addresses of bases connected to the LAN. A base can accommodate up to eight handsets. If a handset has already been assigned to an extension, Ext Assignment shows the extension number, first name and last name. If a handset can be assigned to the extension, Ext Assignment shows Available.

ii) Select Available, and then click Select.

2. Select the Handset ID for the extension. Use the handset name on the handset screen, as shown on page 93.

Polycom or Grandstream

1. Enter the MAC address. The MAC address is printed on the bottom of the phone or on the phone’s shipping box.

Counterpath or Other IP phone

1. 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.

Direct line access

The Direct Line Access area allows you to select the hunt group that the local extension will use automatically. When an analog phone goes off-hook or a number is dialed on an IP phone, the TalkSwitch unit will automatically find an available line within that hunt group.

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

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

TALKSWITCH CONFIGURATION 62

2. Select the Direct Line Access tab.

3. Select the Use direct line access on check box. The window enables the list of line hunt groups.

4. Select the 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:

• Intercom calls

• System speed dial numbers

• Calling the receptionist

• Attaching an account code

• Intercom paging

•Group paging

• Overhead paging

• Hunt groups

• Stutter dial tone for new voicemail

• Voicemail retrieval/access

• Entering command mode

•Call pickup

• Retrieving a parked call

• Do Not Disturb functions

To obtain an internal dial tone on an analog extension that is set for direct line access, pick up the handset, and then press Flash. On an IP extension, press **, and then dial the number or function.

Hotline access

The Hotline Access area allows you to select the resource that the extension will connect to. This restricts the extension to one special task, and you cannot use the extension for any other purpose.

An analog extension will automatically connect to the resource when you lift the handset. A TS9133i will connect to the resource when you press the top programmable function key. A TS-480i will connect to the resource when you press the HotLine softkey. Other IP phones do not support hotline access.

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

TALKSWITCH CONFIGURATION 63

2. Select the Hotline Access tab.

3. Select the action in the Connect to the following resource list. Choices are:

• perform no action — Does not automatically connect to a resource.

• go to voicemail — Connects to the selected voicemail.

• go to local extension — Connects to the selected local extension.

• go to remote extension — Connects to the selected remote extension.

• go to ring group — Connects to the selected ring group.

• go to auto attendant — Connects to the selected auto attendant.

• go to VoIP location — Connects to the selected VoIP number within the TalkSwitch

VoIP network.

4. Select the resource. Depending on the action, resources are voice mailboxes, extensions, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

TALKSWITCH CONFIGURATION 64

Hunt group permissions

The Hunt Group Permissions area allows you to select the hunt groups that the extension can use. You can restrict an extension’s access to specific hunt groups. Each extension has access to all hunt groups by default.

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

2. Select the Hunt Group Permissions tab.

3. 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.

4. If 3-Way Calling/Conference is selected in the Telephone Lines page, you can select the Allow the use of same line connect (by dialing 80) check box. If this is selected, the user can transfer a call to a remote extension using the same telephone line that the caller is on. The user dials Flash, remote extension, and then Flash 4. The telephone company puts the caller on hold, and the TalkSwitch system uses the same telephone line to try the remote extension.

TALKSWITCH CONFIGURATION 65

Caller ID settings

The Caller ID Settings area allows you to select the phone number that will appear on the other phone when the local extension is used to make a VoIP call.

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

2. Select the Caller ID Settings tab.

3. Set the Phone number used for TalkSwitch VoIP caller ID list to the phone number that should be displayed during a call on the TalkSwitch VoIP network.

4. Set each Caller ID used for service provider list to the phone number that should be displayed during a call through the VoIP service provider.

Choices include Default VoIP number, and the VoIP numbers set up in the VoIP Numbers page. If Default VoIP number is selected, the phone number associated with the VoIP line is used. This selection makes the most sense if your VoIP numbers have been configured to handle all inbound calls the same way.

See VoIP c aller ID on page 52 to select the name that will appear on the other phone.

About call cascades

The Call Handling area allows you to set up call cascades for the local extension. A call cascade routes an incoming call, depending upon whether the local extension is busy, unanswered, answered, or in Do Not Disturb mode. You can set up different call cascades for Mode 1 and Mode

2. When the system is in Holiday Mode, all the local extensions will either use their Mode 1 call

cascades or their Mode 2 call cascades.

For example, if a call reaches your desk and you are away, the call can be transferred to another local extension. If that extension is not answered, the call can be routed to your cell phone. If you do not answer your cell phone, the call can be transferred to your voice mailbox.

Note that the system can be configured to ignore the call cascade for an unanswered intercom call, or for an unanswered transferred call.

How call cascades work

A call interacts with an extension’s call cascade in three phases: the call enters the call cascade, is routed by the call cascade, and then exits the call cascade.

TALKSWITCH CONFIGURATION 66

Entering the call cascade

First, a call enters the extension’s call cascade. This occurs when:

• The caller dials the extension.

• The caller selects an auto attendant option that transfers the call to the extension.

• The caller leaves a message in a voice mailbox or listens to an announcement, and then presses the 0 option to route the call to an extension.

• A user manually transfers the call to the extension.

Being routed by the call cascade

Second, the call cascade routes the call. It can try up to three routing alternatives. If the extension is not available, the call cascade tries the first alternative. If that is not available, it tries the second. If the second alternative is not available, it goes to the third. To route the call, the call cascade can:

• Attempt to transfer the call to a local extension, remote extension or ring group. Note that the other extension’s call cascade is ignored.

• Attempt to transfer the call to a VoIP number within the TalkSwitch VoIP network.

• Transfer the call to a voice mailbox, allowing the caller to leave a message. The call can be transferred to a local extension, remote extension or general voice mailbox. The system hangs up after the caller leaves a message.

• Play an announcement. The system hangs up after playing the announcement.

• Route the call to an auto attendant.

• Transfer the call to the call queue if the local extension or ring group is busy. The call is placed on hold. The TalkSwitch system will ring the local extension when it becomes available.

• Play a call waiting tone on the user’s phone if the extension is busy.

• Play a busy tone on the caller’s phone if the extension is busy.

• Keep ringing the extension.

• Hang up.

Exiting the call cascade

Third, the call exits the call cascade. This occurs when:

• A user answers the call, or accepts it as a screened transfer.

• The call cascade transfers the call to a voice mailbox or announcement, and the caller presses the 0 option to route the call to an extension, voice mailbox, announcement or auto attendant.

• The call cascade routes the call to an auto attendant.

• The call cascade transfers the call to the call queue of a local extension or ring group.

TALKSWITCH CONFIGURATION 67

Setting up a call cascade

Busy call cascade

The busy call cascade is used when the extension is busy.

1. Select the Mode 1 tab or the Mode 2 tab.

2. Select the Busy tab.

3. Set up the first alternative.

a) Select the action in the If extension is busy list. Choices are:

• go to voicemail — Transfers the call to the selected voicemail.

• go to local extension — Attempts to transfer the call to the selected local extension.

• go to remote extension — Attempts to transfer the call to the selected remote extension.

• go to ring group — Attempts to transfer the call to the selected ring group.

• play announcement — Plays the selected announcement.

• invoke call waiting — Notifies the user that a caller is attempting to reach them.

• go to auto attendant — Routes the call to the selected auto attendant.

• queue at extension — Transfers the call to the local extension’s call queue.

• play busy tone — Plays a busy tone in the caller’s phone.

• hang up — Disconnects the telephone line.

• go to VoIP location — Attempts to transfer the call to the selected VoIP number within the TalkSwitch VoIP network.

b) Select the resource. Depending on the action, resources are voice mailboxes, extensions,

announcements, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

c) If you selected queue at extension, the caller will hear a prompt each time the reminder

timer expires. The prompt says “If you wish to continue holding, please remain on the line. To leave a voicemail message, press 1”. You can set the duration of the reminder timer, to control how often the caller hears the prompt. See Call Reminders on page 178.

TALKSWITCH CONFIGURATION 68

i) Choose Options > Call Reminders. The Call Reminder Timers window appears.

ii) Set the Queue options reminder timer.

4. If you selected an extension in the first alternative, set up the second alternative.

a) Set the If busy or not answered after list to the number of rings to try the first

alternative. Choices range from 1 to 9.

b) Set the action. Choices are:

• go to voicemail

• go to local extension

• go to remote extension

• go to ring group

• play announcement

• go to auto attendant

• hang up

• go to VoIP location

c) Select the resource. Depending on the action, resources are voice mailboxes, extensions,

announcements, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

5. If you selected an extension in the second alternative, set up the third alternative.

a) Set the If busy or not answered list to the number of rings to try the second alternative.

Choices range from 1 to 9.

b) Set the action. Choices are:

• go to voicemail

• go to auto attendant

• hang up

• play announcement

c) Select the resource. Depending on the action, resources are voice mailboxes,

announcements, or auto attendants.

TALKSWITCH CONFIGURATION 69

No answer call cascade

The no answer call cascade is used when the extension is not answered.

1. Select the Mode 1 tab or the Mode 2 tab.

2. Select the No Answer tab.

3. Set up the first alternative.

a) Set the If this extension is not answered after list to the number of rings to try the

extension. Choices range from 1 to 9.

b) Select the action. Choices are:

• go to voicemail

• go to local extension

• go to remote extension

• go to ring group

• play announcement

• go to auto attendant

• keep ringing

• hang up

• go to VoIP location

c) Select the resource. Depending on the action, resources are voice mailboxes, extensions,

announcements, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

4. If you selected an extension in the first alternative, set up the second alternative.

a) Set the If busy or not answered after list to the number of rings to try the first

alternative. Choices range from 1 to 9.

b) Set the action. Choices are:

• go to voicemail

• go to local extension

• go to remote extension

• go to ring group

• play announcement

TALKSWITCH CONFIGURATION 70

• go to auto attendant

• hang up

• go to VoIP location

c) Select the resource. Depending on the action, resources are voice mailboxes, extensions,

announcements, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

5. If you selected an extension in the second alternative, set up the third alternative.

a) Set the If busy or not answered after list to the number of rings to try the second

alternative. Choices range from 1 to 9.

b) Set the action. Choices are:

• go to voicemail

• go to auto attendant

• hang up

• play announcement

c) Select the resource. Depending on the action, resources are voice mailboxes,

announcements, or auto attendants.

Answered call cascade

The answered call cascade is used when the extension is answered.

1. Select the Mode 1 tab or the Mode 2 tab.

2. Select the Answered tab.

3. Set the When a call is answered list. Choices are:

• stay connected — Transfers the call to the extension. This option disables the remaining controls in the tab.

• play caller’s name first — Performs a screened transfer. The caller is prompted to state their name. When the user answers the phone, the system plays the caller’s name, and then prompts the user to accept the call. If the user accepts the call by pressing #, it is routed to the extension. If the user rejects the call by pressing * or hanging up, the call is routed to the first alternative.

4. Set up the first alternative.

a) Set the If a call is rejected from this extension list to the action. Choices are:

• go to voicemail

TALKSWITCH CONFIGURATION 71

• go to local extension

• go to remote extension

• go to ring group

• play announcement

• go to auto attendant

• hang up

• go to VoIP location

b) Select the resource. Depending on the action, resources are voice mailboxes, extensions,

announcements, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

5. If you selected an extension in the first alternative, set up the second alternative.

a) Set the If busy or not answered after list to the number of rings to try the first

alternative. Choices range from 1 to 9.

b) Set the action. Choices are:

• go to voicemail

• go to local extension

• go to remote extension

• go to ring group

• play announcement

• go to auto attendant

• hang up

• go to VoIP location

c) Select the resource. Depending on the action, resources are voice mailboxes, extensions,

announcements, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

6. If you selected an extension in the second alternative, set up the third alternative.

a) Set the If busy or not answered after list to the number of rings to try the second

alternative. Choices range from 1 to 9.

b) Set the action. Choices are:

• go to voicemail

• go to auto attendant

• hang up

• play announcement

c) Select the resource. Depending on the action, resources are voice mailboxes,

announcements, or auto attendants.

TALKSWITCH CONFIGURATION 72

Do not disturb cascade

The do not disturb call cascade is used when the extension is in Do Not Disturb mode.

1. Select the Mode 1 tab or the Mode 2 tab.

2. Select the Do Not Disturb tab.

3. Set up the first alternative.

a) Set the If do not disturb is on for this extension list. Choices are:

• go to voicemail

• go to local extension

• go to remote extension

• go to ring group

• play announcement

• go to auto attendant

• hang up

• go to VoIP location

b) Select the resource. Depending on the action, resources are voice mailboxes, extensions,

announcements, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

4. If you selected an extension in the first alternative, set up the second alternative.

a) Set the If busy or not answered after list to the number of rings to try the first

alternative. Choices range from 1 to 9.

b) Set the action. Choices are:

• go to voicemail

• go to local extension

• go to remote extension

• go to ring group

• play announcement

• go to auto attendant

• hang up

• go to VoIP location

TALKSWITCH CONFIGURATION 73

c) Select the resource. Depending on the action, resources are voice mailboxes, extensions,

announcements, auto attendants, or VoIP numbers within the TalkSwitch VoIP network.

5. If you selected an extension in the second alternative, set up the third alternative.

a) Set the If busy or not answered after list to the number of rings to try the second

alternative. Choices range from 1 to 9.

b) Set the action. Choices are:

• go to voicemail

• go to auto attendant

• hang up

• play announcement

c) Select the resource. Depending on the action, resources are voice mailboxes,

announcements, or auto attendants.

Setting do not disturb mode

The user can toggle Do Not Disturb mode by dialing *62 on their local extension.

The administrator can enable or disable Do Not Disturb mode for a local extension by phone.

1. Pick up a local extension, or remotely call the TalkSwitch system.

2. Enter command mode by either pressing # on an analog extension phone, or *55# on an IP

phone.

3. Enter the system password, followed by #.

4. Enter one of the following commands:

•[Local extension] 60# to disable Do Not Disturb mode for the local extension.

•[Local extension] 61# to enable Do Not Disturb mode for the local extension.

5. Press * to exit command mode.

Ignoring call cascades for unanswered intercom calls

An intercom call is an internal call from a local extension to another local extension, remote extension or ring group. If the call is unanswered, the call follows that extension’s call cascade by default. However you can configure the system to ignore call cascades for unanswered intercom calls. See Internal Calls on page 180.

1. Choose Options > Internal Calls. The Intercom Calls Options window appears.

2. To have the system ignore call cascades for unanswered intercom calls, clear the Intercom calls follow cascade settings check box.

• If the extension is busy, the caller will hear a busy tone.

TALKSWITCH CONFIGURATION 74

• If the extension is not answered, it will continue to ring.

• If a local extension has call screening enabled, the caller won’t be prompted for their

name. However, if a remote extension or ring group has call screening enabled, call screening will occur. If the call is rejected, the system will follow the call cascade.

• If a local extension has do not disturb mode enabled, it won’t ring, and the caller will

hear “I’m sorry, that extension is unavailable at this time. Do not disturb on. Please try again later”. If all the local extensions in a ring group have do not disturb mode enabled, the caller will hear a busy tone.

Ignoring call cascades for calls transferred from local extensions

A user at a local extension can transfer a call to another local extension, remote extension or ring group. If the call is unanswered, the call follows that extension’s call cascade by default. However you can configure the local extensions, remote extensions and/or ring groups to ignore their call cascades for calls that are transferred from a local extension but unanswered. In this case, the system will ring back the local extension that transferred the call, reconnecting the user with the caller they transferred.

1. Choose Options > Transfer Preferences. The Transfer Preferences window appears.

2. Select the appropriate tab.

• To configure call handling for calls transferred to local extensions, select the To Local

Extension tab (see To local extension tab on page 175).

• To configure call handling for calls transferred to remote extensions, select the To

Remote Extension tab (see To remote extension tab on page 175).

• To configure call handling for calls transferred to ring groups, select the To Ring Group

tab (see To ring group tab on page 177).

3. Select the call handling setup for calls transferred from a local extension but unanswered:

• To have the system ring back the local extension that transferred the call, select Ring

back the extension that transferred the call.

• To use the Busy call cascade, select Perform the Busy action.

• To use the No Answer call cascade, select Perform the No Answer action.

TALKSWITCH CONFIGURATION 75

Voicemail tab

The Voicemail tab allows you to activate the voice mailbox or announcement, load the greeting, set the action to perform if the caller dials 0, and set up voicemail notification.

By default, each local extension mailbox is activated.

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

1. Select the Local Extensions/Fax page.

2. Select the Voic email tab.

3. If necessary, select the Activate Voicemail check box.

TALKSWITCH CONFIGURATION 76

Mailbox greeting

The Mailbox Greeting area allows you to load a greeting, and configure the voice mailbox as a mailbox or announcement. Note that you can also record a greeting using a local extension connected to the TalkSwitch unit.

The greeting should tell the caller to dial 0 to perform the action selected in Caller options, if you will configure these options.

1. To record a greeting:

a) Pick up a local extension connected to the TalkSwitch unit.

b) Press ** <extension number>, and then follow the prompts to record a greeting.

2. To load a greeting:

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

b) Click Load Greeting. The Load Greeting window appears.

c) Click Browse to select a .wav file, click Load Greeting, and then click Load. The system

will load the .wav file into the TalkSwitch unit.

3. To configure the voice mailbox as a mailbox, leave the Play announcement only check box cleared. The TalkSwitch unit 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.

4. To configure the voice mailbox as an announcement, select the Play announcement only check box. The TalkSwitch unit activates the greeting, disables the ability to leave a message, and disables the Notification Settings area. The caller will hear a greeting, but will not be able to leave a message.

Caller options

The Caller Options area sets the action to perform if the caller dials 0 during the voicemail greeting. You can set up different actions for Mode 1 and Mode 2.

1. For each mode, select the action to perform if a caller dials 0. Choices are:

• go to voicemail

• go to local extension

• go to remote extension

• go to ring group

• play announcement

TALKSWITCH CONFIGURATION 77

• go to auto attendant

•perform no action

2. Depending on the action, enter the extension number or auto attendant.

Notification settings

The Notification Settings area allows you to set up voicemail notification, which tells the user if a caller leaves a message. The TalkSwitch system can:

• Notify up to four users by e-mail, with the voicemail message included as an attachment.

• Notify a user by phone and/or pager.

• Activate the message waiting light and stutter dial tone on one or more local extensions.

• Perform voicemail screening by routing audio to the PA jack.

Setting up notification by e-mail

Note that e-mail notifications might be routed to the user’s junk or spam folder. Advise each user to set up their e-mail accounts to allow e-mail notifications to go to their inboxes.

1. Set up the e-mail addresses. See Email Service on page 40.

2. Select the Email Notification tab.

3. Select the Enable email notification check box.

4. Click Edit. The Email Addresses window appears.

TALKSWITCH CONFIGURATION 78

5. Select up to four e-mail addresses.

Setting up notification by phone

1. Select the Cell/Pager Notification tab.

2. Select the Enable remote phone notification check box.

3. Enter the Phone number. Enter the number as you would normally dial it (i.e. without the hunt group number). You can enter digits 0–9, space, dash, comma, # and *. A comma pauses dialing for two seconds.

4. Click Notification Settings. The Notification Settings window appears.

5. Select the notification setting. Choices are:

• Select the first option to have TalkSwitch play the notification message once, when the

phone is answered. TalkSwitch will then consider notification to be successful. Note that if there is any answer other than a busy tone, (e.g. voicemail, “subscriber not available” message, etc.) TalkSwitch will consider notification to be successful.

• Select the second option to have TalkSwitch repeat notification until the user either

dials * to skip the message, or dials # to play the message. TalkSwitch will only consider notification to be successful once the user acknowledges notification by dialing a key. This is useful for cell phones where the telephone company plays a “subscriber not available” message instead of a busy tone.

TALKSWITCH CONFIGURATION 79

Setting up notification by pager

1. Select the Cell/Pager Notification tab.

2. Select the Enable pager notification check box.

3. Enter the Pager number. Enter the number as you would normally dial it (i.e. without the hunt group number). You can enter digits 0–9, space, dash, comma, # and *. A comma pauses dialing for two seconds.

4. Enter the Numeric message that will appear on the user’s pager.

Setting up the notification options

1. Click Configure Notification Options. The Configure Notification Options window appears.

2. Select the hunt group the TalkSwitch system will use to phone or page the user.

3. Select the number of times the TalkSwitch system will ring the number before aborting each attempt, ranging from 1 time to 10 times.

4. Select the number of additional attempts the TalkSwitch system should make, ranging from never to 10 times.

5. Select the interval between attempts, ranging from 1 minute to 60 minutes.

6. Select the modes when the TalkSwitch system will perform notification. Choices include Mode 1, Mode 2, Holiday Mode and All Modes.

Setting up message waiting light activation

If a local extension has a new message in its voice mailbox, the TalkSwitch system activates notification on that extension, by default. The user hears a stutter dial tone when they pick up the handset (not applicable to the TS-850i). If the extension supports an FSK message waiting indicator (not applicable to IP phones), the message waiting light flashes. The TS-80, TS-200, TS-400 and TS-600 extensions support a message waiting counter. The display on the extension shows the number of new messages stored in the mailbox(es) associated with that extension.

You can also have the TalkSwitch system activate notification on a local extension if a message is received in any other local extension, remote extension, or general mailbox.

TALKSWITCH CONFIGURATION 80

1. Select the Message Waiting Light tab.

2. Click the Edit button. The Message Waiting Indication window appears.

3. Select the extensions.

Voicemail screening

The system can be configured to perform voicemail screening in addition to overhead paging. In this case it will route audio to the PA jack when a caller leaves a voicemail message or a user accesses a voice mailbox. See PA Output on page 174.

NOTE: If a user has dialed *80 to route music on hold through the PA jack, voicemail screening will not interrupt music on hold.

1. Choose Options > PA Output. The Audio Control Options window appears. The PA output option is set to PA Announcements by default, which allows overhead paging but not voicemail screening.

2. To enable voicemail screening, select Voicemail screening. The system will continue to allow overhead paging, but will also perform voicemail screening.

TALKSWITCH CONFIGURATION 81

Talkswitch CT.TS005.003904 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual