Talkswitch TALKSWITCH 48-CA/CVA, TALKSWITCH 48-CA, TALKSWITCH 48-CVA User Manual

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ANSWERS WITH INTELLIGENCE

TALKSWITCH USER GUIDE

TALKSWITCH 24-CA TALKSWITCH 48-CA/CVA

RELEASE 4.0

CT.TS005.001102

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.

First Edition, November 2006

CT.TS005.001102

TABLE OF CONTE NTS I

TABLE OF CONTENTS

PREFACE

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

What you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VII

Single unit installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VIII

Networked units installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VIII

VoIP installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VIII

Connecting devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VIII

Finding the information you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IX

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

Navigating with cross-references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IX

Where to go for further information . . . . . . . . . . . . . . . . . . . . . . . . . . . IX

Guide conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . X

CHAPTER 1: TALKSWITCH INSTALLATION

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

1.2 Configuration software system requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . 2

1.3 Unit front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

1.4 Unit back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

1.5 Installing the configuration software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.5.1 Installing the software for the first time. . . . . . . . . . . . . . . . . . . . . . . . . 5

1.5.2 Upgrading the TalkSwitch software and firmware. . . . . . . . . . . . . . . . . 5

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

1.7 Connect TalkSwitch to a network or a PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.7.1 Ethernet connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.7.2 USB Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

1.7.3 Serial connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1.7.4 Internet connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

1.7.5 File connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

1.8 Connecting devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

II TABLE OF CONTENTS

1.8.1 Connecting incoming telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . 16

1.8.2 Connecting local extension telephones and other devices . . . . . . . . . 16

1.8.2.1 Connecting a regular single-line telephone . . . . . . . . . . . . . . 17

1.8.2.2 Connecting a regular dual-line telephone . . . . . . . . . . . . . . . 17

1.8.2.3 Connecting regular multi-line phones . . . . . . . . . . . . . . . . . . 18

1.8.2.4 Connecting an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

1.8.2.5 Attach an internal or an external modem. . . . . . . . . . . . . . . . 18

1.8.2.6 Connecting fax machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

1.8.3 Connecting devices to the music jack . . . . . . . . . . . . . . . . . . . . . . . . . . 21

1.8.4 Connecting to the PA (public address) jack . . . . . . . . . . . . . . . . . . . . . 21

1.9 Networking TalkSwitch units on a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

1.9.1 Connecting TalkSwitch units to a LAN. . . . . . . . . . . . . . . . . . . . . . . . . . 21

1.9.1.1 Ethernet switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

1.9.2 Power up all the TalkSwitch units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

1.9.3 Setting or changing the unit ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

1.9.4 How unit IDs affect system extension numbers . . . . . . . . . . . . . . . . . . 23

1.9.5 Keep track of the lines and extensions . . . . . . . . . . . . . . . . . . . . . . . . . 24

1.9.6 Optimizing the system for networked use . . . . . . . . . . . . . . . . . . . . . . 25

1.10 Installing a memory card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

1.11 Upgrading TalkSwitch Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

1.12 What the flashing lights mean . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

1.13 Verifying the connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CHAPTER 2: TALKSWITCH CONFIGURATION

2.1 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

2.1.1 The configuration screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

2.1.1.1 File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

2.1.1.2 View Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

2.1.1.3 Tools Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

2.1.1.4 Help Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

2.1.1.5 Configuration navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

2.1.2 Special considerations when connecting multiple units to a LAN . . 33

2.2 System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

2.2.1 Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

2.2.2 IP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

2.2.3 Telephone Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

2.2.4 Line hunt groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

2.2.5 Automatic Route Selection and Toll Restriction . . . . . . . . . . . . . . . . . . 44

2.2.6 Fax information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

2.2.6.1 Dedicated fax line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

2.2.6.2 Distinctive ring fax detection . . . . . . . . . . . . . . . . . . . . . . . . . 52

2.2.6.3 Automatic fax detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

2.2.7 Local extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

2.2.8 Remote extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

TABLE OF CONTENTS III

2.2.9 Extension ring groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

2.2.10 On-Hold/Ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

2.2.10.1External audio source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

2.2.10.2Internal audio file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

2.3 Voicemail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

2.3.1 Mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

2.3.2 Voicemail notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

2.3.2.1 Dialed notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

2.3.2.2 Message waiting light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

2.3.2.3 E-mail notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

2.3.3 Global Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74

2.3.3.1 Voicemail manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

2.4 Call Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

2.4.1 Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

2.4.2 Auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

2.4.2.1 Adding/configuring an auto attendant . . . . . . . . . . . . . . . . 80

2.4.2.2 Record, play or erase auto attendant messages . . . . . . . . . 82

2.4.2.3 Select routing options for each auto attendant . . . . . . . . . . 84

2.4.2.4 Automatic fax detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

2.4.2.5 No selection was made at the auto attendant . . . . . . . . . . . 86

2.4.2.6 Additional features at the auto attendant . . . . . . . . . . . . . . 86

2.4.3 Telephone Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

2.4.4 VoIP Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

2.4.5 Call Cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

2.4.5.1 Local extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

2.4.5.2 Remote extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

2.4.5.3 Extension ring groups call cascade . . . . . . . . . . . . . . . . . . 95

2.4.5.4 Call cascade examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

2.5 Call Back/Call Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98

2.5.1 Auto call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

2.5.2 Prompted call back. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102

2.5.3 Call bridge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103

2.6 Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105

2.6.1 Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105

2.6.2 Audio Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107

2.6.3 Transfer Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108

2.6.4 Miscellaneous. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

2.6.5 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112

2.6.5.1 Troubleshooting — Advanced . . . . . . . . . . . . . . . . . . . . . . . 114

CHAPTER 3: USING TALKSWITCH

3.1 In the Office — Receiving calls with or without the auto attendant . . . . . . . 117

3.1.1 Receiving calls using the auto attendant . . . . . . . . . . . . . . . . . . . . . .117

IV TABLE OF CONTENTS

3.1.2 Receiving calls without the auto attendant . . . . . . . . . . . . . . . . . . . . 118

3.2 In the Office — Making and receiving calls using an analog phone. . . . . . . . 118

3.2.1 Making calls from a local extension without direct line access. . . . . 118

3.2.2 Receiving calls at a local extension . . . . . . . . . . . . . . . . . . . . . . . . . . 119

3.2.3 Placing calls on hold at a local extension . . . . . . . . . . . . . . . . . . . . . . 120

3.2.4 Transferring calls from an extension . . . . . . . . . . . . . . . . . . . . . . . . . 120

3.2.4.1 Unscreened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

3.2.4.2 Screened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

3.2.5 Transferring calls from a local extension to an external phone. . . . . 121

3.2.6 Parking and retrieving calls at a local extension . . . . . . . . . . . . . . . . 122

3.2.6.1 Parking a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

3.2.6.2 Retrieving a parked call at another local extension . . . . . . 122

3.2.6.3 Using call park with the paging option . . . . . . . . . . . . . . . . 123

3.2.7 Queuing and retrieving callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123

3.2.7.1 Queuing calls to a single extension . . . . . . . . . . . . . . . . . . 123

3.2.7.2 Queuing callers to an extension ring group . . . . . . . . . . . . 124

3.2.8 Using call waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124

3.2.9 Conference calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

3.2.9.1 Two local TalkSwitch extensions and one outside caller. . 125

3.2.9.2 Two outside callers and one local extension . . . . . . . . . . . 125

3.3 In the Office — Making and receiving calls using an IP phone . . . . . . . . . . . . 126

3.3.1 Making calls from a local IP extension (IP phone) . . . . . . . . . . . . . . . 126

3.3.2 Receiving calls at a local IP extension. . . . . . . . . . . . . . . . . . . . . . . . . 127

3.3.3 Hold and transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128

3.3.3.1 Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

3.3.3.2 Unscreened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

3.3.3.3 Screened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

3.3.3.4 Transfer from a IP extension to any outside number . . . . . 129

3.3.4 Call park — Parking and retrieving callers . . . . . . . . . . . . . . . . . . . . . 130

3.3.4.1 Parking a caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

3.3.4.2 Retrieving a parked call . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

3.3.4.3 Using call park with the paging option . . . . . . . . . . . . . . . . 130

3.3.5 Queuing and retrieving callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130

3.3.6 Using the TalkSwitch call waiting feature. . . . . . . . . . . . . . . . . . . . . . 131

3.3.7 Conference calling with TalkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . 131

3.3.7.1 Two TalkSwitch local extensions and one outside caller. . 131

3.3.7.2 Two outside callers and one local extension . . . . . . . . . . . 132

3.4 Making and receiving calls using VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

3.5 Using regular or IP phones connected in parallel to TalkSwitch . . . . . . . . . . 133

3.6 Modems and telephone line access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

3.7 Out of the Office — Receiving calls with call forwarding (analog and IP). . . . 135

3.7.1 Three ways to forward calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .135

3.7.2 Transferring calls from a remote extension . . . . . . . . . . . . . . . . . . . . 136

3.7.3 Screening options for forwarded calls . . . . . . . . . . . . . . . . . . . . . . . . 136

TABLE OF CONTENTS V

3.7.4 Calls over VoIP with IP phones and Gateways . . . . . . . . . . . . . . . . . . 137

3.8 Using the voicemail system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

3.8.1 Activating voicemail boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

3.8.2 Retrieving messages and accessing a voice mailbox. . . . . . . . . . . . . 139

3.8.3 Recording an announcement on a regular or an IP phone. . . . . . . . . 141

3.8.4 Pager and cell phone notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

3.9 Music on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

3.10 Mode switching options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

3.11 Out of the Office — Making calls with call Back and call bridge . . . . . . . . . . 144

3.11.1 Using call bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

3.11.2 Using call back. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

CHAPTER 4: CALL DETAIL RECORD (CDR) LOGGING

4.1 Enabling call detail record (CDR) logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

4.2 Retrieving data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

4.2.1 Web interface — Store to File on TalkSwitch . . . . . . . . . . . . . . . . . . . 148

4.2.2 Serial interface — Real-time to Serial Port . . . . . . . . . . . . . . . . . . . . 150

4.3 Analyzing the data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

CHAPTER 5: VOIP INFORMATION

5.1 Introduction to VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

5.2 Optimizing Your IP Network for VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

5.2.1 The broadband connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

5.2.2 The router/NAT/firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

5.2.3 Connecting to a LAN and IP network. . . . . . . . . . . . . . . . . . . . . . . . . . 157

5.2.3.1 Confirm sufficient network capacity for VoIP . . . . . . . . . . . . 157

5.2.3.2 Confirm router/firewall path for voice data. . . . . . . . . . . . . 158

5.3 Setting up a VoIP network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

5.3.1 Connect TalkSwitch or SIP-compatible gateways. . . . . . . . . . . . . . . . 159

5.3.2 Select which TalkSwitch to use as the SIP network server . . . . . . . . 160

5.3.2.1 Which location and unit should be the SIP server? . . . . . . . 160

5.3.3 Assign phone numbers to each VoIP location . . . . . . . . . . . . . . . . . . 161

5.4 VoIP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

5.4.1 Configure TalkSwitch IP addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . 162

5.4.1.1 Set the TalkSwitch local IP address . . . . . . . . . . . . . . . . . . . 162

5.4.1.2 Set the TalkSwitch public IP address . . . . . . . . . . . . . . . . . . 163

5.4.2 Configure TalkSwitch Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

5.4.2.1 TalkSwitch Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

5.4.2.2 Service Provider profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

5.4.3 VoIP Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

5.4.3.1 Assign VoIP phone numbers . . . . . . . . . . . . . . . . . . . . . . . . . 171

5.4.3.2 Configure call handling for VoIP numbers . . . . . . . . . . . . . . 172

5.4.3.3 Assign service provider phone numbers . . . . . . . . . . . . . . . 173

VI TABLE OF CONTENTS

5.5 FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

5.6 VoIP network administration form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

CHAPTER 6: TROUBLESHOOTING AND SUPPORT

6.1 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

6.1.1 Problems that may occur during configuration. . . . . . . . . . . . . . . . . . 181

6.1.2 Problems that may occur while using the TalkSwitch features . . . . . 182

6.1.2.1 The auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

6.1.2.2 Music on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

6.1.2.3 Call routing with local extensions and home phones . . . . 183

6.1.2.4 Answering and fax machines . . . . . . . . . . . . . . . . . . . . . . . 184

6.1.2.5 Other possible local extension problems. . . . . . . . . . . . . . 184

6.1.2.6 Multiple TalkSwitch units connected to the same LAN . . . 185

6.2 Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

APPENDICES

Appendix A: Functions and Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Appendix B: TalkSwitch and Telephone Company Calling Services . . . . . . . . . . .193

Appendix C: TalkSwitch and Power Interruptions . . . . . . . . . . . . . . . . . . . . . . . . . 197

Appendix D: Safety and Regulatory Information . . . . . . . . . . . . . . . . . . . . . . . . . .199

Appendix E: TalkSwitch One-Year Warranty and Return Policy . . . . . . . . . . . . . . 203

Appendix F: Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Appendix G: Copyright and Licensing Notices . . . . . . . . . . . . . . . . . . . . . . . . . . .209

Appendix H: Home/Office Wiring Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

PREFACE VII

PREFACE

WHAT’S IN THIS GUIDE?

The TalkSwitch User Guide contains all the information you need, whether you are installing a single TalkSwitch unit or multiple VoIP enabled units. It is intended to be a complete reference accompanying the TalkSwitch Start Guide that ships with every TalkSwitch unit.

This preface contains important information to help you maximize your installation effort and to get the most out of the features and the flexibility of your TalkSwitch system. We strive to make your experience with installation and configuration the most rewarding possible.

We would ask you to read important information concerning power interruptions and safety precautions contained in the appendices in order to ensure your TalkSwitch equipment is set up in the safest way possible while avoiding equipment damage.

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 configuration software can

be performed by anyone with basic computer skills once the system is physically installed with proper networking equipment configurations (if two or more units are networked on a LAN).

• While most buildings are wired to accommodate TalkSwitch system setup,

the need to route telephone and/or network cabling can occur occasionally. If your organization does not have someone with this skill set, we recommend the use of an outside telephony system technician.

• Connecting TalkSwitch to network equipment such as routers, switches or

hubs with a connection to the Internet, as well as configuring firewalls, computers and TalkSwitch for networked use internally and with Internet. If your organization does not have someone with this IT skill set, we recommend the use of an outside IT technician.

VIII TA L K S W I T C H USER GUIDE • NORTH AMERICA

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 181 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 155 provides an additional resource.

Connecting devices

When connecting phones and other devices to your TalkSwitch unit(s),

1.7 Connect TalkSwitch to a network or a PC on page 9 provides the information you need.

PREFACE IX

FINDING THE INFORMATION YOU NEED

The following user guide functionality helps you find the information you need quickly and enables you to skip the information you don’t need. This will make your experience with this user guide and your TalkSwitch system installation and configuration much more efficient.

Using the table of contents and the index

The table of contents at the front of this user guide contains all of the section headings and page numbers throughout the manual. The index at the back of the user guide contains a keyword reference with page numbers. If you are using this guide online in PDF format, the headings and keywords will contain hyperlinks, allowing you to quickly navigate to the sections you need.

Navigating with cross-references

Cross-references are contained throughout the user guide in order to help you access related information and illustrations quickly. As with the headings and keywords located in the table of contents and index, these cross-references contain hyperlinks, allowing you to quickly navigate to the sections you need.

Where to go for further information

The guides listed below and other guides can be found on the TalkSwitch software CD, in the TalkSwitch folder in the Windows Start menu once the software has been installed, and in the support section of our website at www.talkswitch.com/support.

• For basic installation and configuration instructions, refer to the

TalkSwitch Start Guide that ships with every TalkSwitch unit.

• For information on setting up a TalkSwitch 48-CVA system to use VoIP,

refer to the TalkSwitch VoIP Network Configuration Guide.

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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 configuration software fields

located on the various software windows, as well as references to other sections of this guide or to other TalkSwitch documents.

Bold Bolded text highlights configuration software menu

selections located on the software top menu drop-down lists and on the left navigation section. Non-numbered paragraph headings are also bolded.

“Italic” Italicized text in double quotes highlights TalkSwitch

system voice prompts you hear from a telephone.

<Italic> Italicized text in brackets highlights text you are asked

to type.

Icons

The Networked icon is used to mark sections with information pertaining to a setup where two or more TalkSwitch units are networked together on a LAN.

The VoIP icon is used to mark sections with information pertaining to a setup where VoIP is being used.

The IP extension icon is used to mark sections with information pertaining to the set-up and use of IP phones as local 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.

TALKSWITCH INSTALLATION 1

CHAPTER 1

Chapter 1: TalkSwitch Installation

TALKSWITCH INSTALLATION

1.1 TALKSWITCH PACKAGE CONTENTS

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

CA/CVA unit packages contain the following items:

Item 24-CA 48-CA 48-CVA

TalkSwitch unit 1 1 1

AC power adapter Warning: never use any power adapter other than the one provided.

111

USB cable 1

6 foot Ethernet cable 1 1

6 foot telephone cables 2 4 4

Software and documentation CD 1 1 1

Quick Reference Cards 1 1 1

TalkSwitch Start Guide 1 1 1

TalkSwitch VoIP Network Configuration Guide 1

Warranty card 111

Warning: 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.

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1.2 CONFIGURATION SOFTWARE SYSTEM REQUIREMENTS

• PC running Windows XP/2000

• 160 MB free hard disk space

• 256 MB RAM

• USB port or Serial port (for 24 models)

• Ethernet port (for 48 models)

• Minimum 800 x 600 minimum video resolution

1.3 UNIT FRONT PANEL

The front panel consists of a power button and five lights indicating the usage of the lines with different states of illumination.

Figure 1: Front panel lights

Light State Description

Line 1/Line 2 on Line 1/Line 2 is currently in use.

flickering Line 1/Line 2 is ringing.

pulsing slowly Line 1/Line 2 caller is on hold.

quick pulse Line 1/Line 2 is engaged by a device that

is sharing the line with TalkSwitch.

Power/Data on TalkSwitch is powered on.

flickering The PC connected (via Serial or USB) to

TalkSwitch is either sending or retrieving information from TalkSwitch.

pulsing slowly Global Message Waiting Indicator

(configurable).

TALKSWITCH INSTALLATION 3

1.4 UNIT BACK PANEL

Figure 2: TalkSwitch 24-CA

Figure 3: TalkSwitch 48-CA/CVA

Line 3/Line 4 on Line 3/Line 4 is currently in use.

pulsing slowly Line 3/Line 4 caller is on hold.

flickering Line 3/Line 4 is ringing.

quick pulse Line 3/Line 4 is engaged by a device that

is sharing the line with TalkSwitch.

Line 3 and Line 4 lights apply to TalkSwitch models with four incoming lines only. For more details on line light error codes, see 1.12 What the flashing lights mean on page 27.

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

4 TA L K S W I TCH USER GUIDE • NORTH AMERICA

Connectors Purpose MUSIC The music connector is a 1/8" (3.5mm) phono jack used

as an audio input for the music on hold feature. Mono cables are recommended. For more information, see 1.8.3 Connecting devices to the music jack on page 21.

PA The PA (public address) connector is a 1/8" (3.5mm)

phono jack used as an audio output for the external paging feature. Mono cables are recommended. For more information, see 1.8.4 Connecting to the PA (public address) jack on page 21.

LAN The LAN connector is an RJ-45 port used for unit

configuration via the PC, unit LAN networking, and VoIP capability. For more information, see 1.7.1 Ethernet

connection on page 9, 1.9 Networking TalkSwitch units on a LAN on page 21 and Chapter 5: VoIP Information

starting on page 155. There are 3 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-E4 E5-E8

The extension connectors are RJ-11 ports used for connecting phones and other analog devices. For more information, see 1.8.2 Connecting local extension telephones and other devices on page 16.

L1-L2 L3-L4

The line connectors are RJ-11 ports used for connecting incoming phone lines. For more information, see

1.8.1 Connecting incoming telephone lines on page 16.

Plug in your RJ-11 telephone lines, beginning with L1. If you have two lines out of one phone jack, you will require a dual-to-two-single-line adapter or replace the two-line cord with two single-line cords. Note that L3 and L4 do not exist on units with only two incoming line connectors.

Use a surge protector if you live in an area prone to lightning strikes.

USB The USB connector is a standard USB port used for

connecting to a PC for unit configuration. For more information, see 1.7.2 USB Connection on page 10.

SERIAL The serial connector is a RS-232 port used for

configuration via the PC. For more information, see

1.7.3 Serial connection on page 11.

TALKSWITCH INSTALLATION 5

1.5 INSTALLING THE CONFIGURATION SOFTWARE

1.5.1 Installing the software for the first time

1. Turn on your computer and insert the TalkSwitch CD into your CD drive. The install program starts automatically.

2. Click NEXT and follow the instructions.

If you prefer to use Windows Explorer or if the install process does not launch automatically:

1. Double-click the My Computer icon.

2. Double-click the CD-ROM/DVD drive.

3. Double-click the Startscreen.exe icon and follow the instructions. After you click the Finish button, you will see the TalkSwitch icon on your desktop. This means that you have successfully installed the configuration software.

1.5.2 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 Window’s Start menu.

1. Start -> Programs -> TalkSwitch 4.00 -> TalkSwitch Auto Update.

2. If your configuration software is due for an update, a dialog box informs you of the status of your software version. See Figure 3. If you need an update, you have the option to download the update. The update file is stored in C:\Program Files\TalkSwitch\TalkSwitch Configuration 4.00.

MEMORY SLOT The memory card slot is a socket used with TalkSwitch

memory cards. For more information, see

1.10 Installing a memory card on page 26.

POWER The power connector is a receptacle rated at 16 VAC/1.5A

for connecting the supplied AC adapter input line.

If your TalkSwitch is already connected with a USB cable, disconnect the unit before you install/upgrade the software. Reconnect the USB cable to TalkSwitch after the configuration software is installed.

The latest version of the TalkSwitch software can also be downloaded from the TalkSwitch website www.talkswitch.com/support.

6 TA L K S W I TCH USER GUIDE • NORTH AMERICA

3. After the update is downloaded, click Yes in the dialog box to install the

update. See Figure 3. You can install the update later from the folder C:\Program Files\TalkSwitch\TalkSwitch Configuration 4.00.

Figure 4: Check for updates

Alternatively, you can check the vesions 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, click Help -> About TalkSwitch Configuration Utility...

Figure 5: About TalkSwitch software version

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

TALKSWITCH INSTALLATION 7

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

The TalkSwitch firmware version number of each unit is listed in the System Information window.

1. Open the TalkSwitch configuration software if not already open.

Click About TalkSwitch.

2. Click View System Information.

Networked units have to run the same firmware version to operate properly on the same LAN. Use this window to confirm that all the units have matching firmware versions.

Figure 6: TalkSwitch firmware version

Step 2 — Download new software and firmware

When you double-click on the appropriate version for downloading, a dialogue box displays, asks you to enter a file name and select a folder for the download. We suggest leaving the file name as it is (e.g. TSC400050.exe) and saving it to your PC in C:\Program Files\TalkSwitch\TalkSwitch Configuration 4.00. Once the download is complete, begin your upgrade by double-clicking on the install file or using the Run option on your Windows Start menu. A series of windows will guide you through the installation process.

This process updates your configuration software to a newer version. You still need to update the firmware to take advantage of new features. The new firmware file is placed in the TalkSwitch directory after running the install program.

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

8 TA L K S W I TCH USER GUIDE • NORTH AMERICA

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 configuration software.

2. File -> Update Firmware.

The update time varies depending on the connection type, how many files are needed and how many units are updated. On average the process takes between 1 and 5 minutes. The LED lights on the TalkSwitch front panel show diagnostic indicators for the update. See 1.12 What the flashing lights mean on page 27. When the update is completed, you are prompted to reboot TalkSwitch. In the dialog box, click the Proceed button.

Should the firmware update fail, please repeat the update process above. If the problem persists, contact your reseller or TalkSwitch.

Most firmware updates do not alter your system configuration. In certain circumstances, during a major system update, the configuration file may get reset to default values.

When you configure a unit for the first time and every time you modify the configuration, we recommend that you save your configuration file to your PC and preferably to removable media (3.5" Floppy, CD-ROM disc or Flash stick) as a back-up. This avoids having to reconfigure the entire system in case of a hardware failure.

The LastSavedConfig4.00 in C:\Program Files\TalkSwitch\TalkSwitch Configuration\ is accessed when you save and retrieve the configuration software. For more information, see 2.1.1.1 File Menu on page 30.

1.6 INITIAL CONFIGURATION

Once your software is installed and your TalkSwitch is connected directly to a PC or via a switch/hub to the LAN, you can customize the TalkSwitch system with the TalkSwitch configuration software.

If you 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.

TALKSWITCH INSTALLATION 9

If you connect TalkSwitch to your phone system, it will do the following:

• An incoming call on any line will ring all analog local extensions.

• A receptionist can manually transfer calls to local extensions or

voicemail.

• Every local extension will have a voice mailbox.

• Analog extension 114 (E4) will still operate during a power failure.

1.7 CONNECT TALKSWITCH TO A NETWORK OR A PC

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

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

There are five connection methods.

1.7.1 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.

Figure 7: LAN connection

Recommendation: To minimize the disruption time of your telephone lines during the system setup, we recommend that you configure the unit before you connect all your phones and lines to TalkSwitch. For more information, see Chapter 2: TalkSwitch Configuration starting on page 29.

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.

10 TA L K S W I TCH USER GUIDE • NORTH AMERICA

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

2. If not already turned on, press the Power button on the front of your TalkSwitch and turn on your computer.

3. Double-click the TalkSwitch icon on your desktop to open the configuration software. If the software was unable to detect your TalkSwitch automatically, a dialog box opens requesting you to select the connection type.

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

Figure 8: Ethernet connection

5. Once connection has been established, the TalkSwitch System Configuration window opens. See Figure 30 on page 29.

1.7.2 USB Connection

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

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

2. If not already turned on, press the Power button on the front of your TalkSwitch and turn on your computer.

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

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

TALKSWITCH INSTALLATION 11

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

configuration software. The dialog box in Figure 8 is displayed.

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

indicates that the configuration is being retrieved. When this process is completed, the TalkSwitch System Configuration window opens. See Figure 30 on page 29

Figure 9: USB connection

1.7.3 Serial connection

Serial connectivity is an option if you do not have a free USB port. The TalkSwitch package does not include a Serial cable. The PC and TalkSwitch unit must be in close proximity.

1. Connect the cable to the Serial port on your PC and to the Serial port on

the back of TalkSwitch.

2. Press the Power button on the front of your TalkSwitch and turn on your

computer.

Make sure that no other communication programs are running at the same time as the configuration software. Examples: Palm Pilot, Hot Sync, TalkWorks, Digital Camera, UPS Tracking software, etc. These programs tend to occupy the COM ports, preventing other programs from using them.

Look in your system tray for programs using your COM ports. Rolling your mouse cursor over each icon will also indicate the name of the associated program.

Hot Sync

12 TA L K S W I TCH USER GUIDE • NORTH AMERICA

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

configuration software. The dialog box below is displayed.

Figure 10: Serial connection

4. From the drop-down list in the dialog box, select Serial as the connection

type.

5. Select a COM port (COM1 or COM2) from the Serial ports drop-down list

and click Connect... A progress bar indicates that the configuration is being retrieved. When this process is completed, the TalkSwitch System Configuration window opens. See Figure 30 on page 29.

1.7.4 Internet connection

Select USB from the drop-down list and click Connect... A progress bar indicates that the configuration is being retrieved. When this process is completed, the TalkSwitch System Configuration window opens. See Figure 30 on page 29.

Ensure your unit is connected to a LAN with the supplied Ethernet (CAT 5) cable. The top LED on the the back panel beside the LAN port indicates that a connection has been established with a switch or hub. To support remote configuration over IP, map the TCP 9393 port from your firewall to TalkSwitch. Please refer to the manual for your router/firewall to activate port forwarding.

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

configuration software. The dialog box below is displayed.

2. From the drop-down list in the dialog box, select Internet as the

connection type.

TALKSWITCH INSTALLATION 13

Figure 11: Internet connection

3. In the Address field of the Internet IP Connection Settings section, enter the public IP address or the FQDN of the TalkSwitch location and click

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

retrieved. When this process is completed, the TalkSwitch system configuration window opens. See Figure 30 on page 29.

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

Figure 12: Address book

1. Click the Address Book button.

a) To add a new address, click New.

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

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

field and click OK.

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

edit or delete and click Edit or Delete.

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1.7.5 File connection

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

1. Double-click the TalkSwitch icon on your desktop to open the configuration software. The dialog box below displays.

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

Figure 13: File connection

3. Click the Browse button and select the configuration file you wish to open and click Open.

Figure 14: Open TalkSwitch configuration file

4. Click Connect....

5. The TalkSwitch System Configuration window opens. See Figure 30 on page 29.

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.

TALKSWITCH INSTALLATION 15

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

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

For more information, see 1.5.2 Upgrading the TalkSwitch software and firmware on page 5.

1.8 CONNECTING DEVICES

Move the unit(s) to a location where it can be attached to incoming telephone lines and your telephone devices.

Figure 15: An example of residential wiring

Things to consider when placing your TalkSwitch

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 213.

Location

Check the location of electrical wall outlets and telephone jacks in the room. Place the unit(s) close enough to these items using your AC adapter and telephone cords.

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

Recommendation: We recommend that you connect surge protectors between the TalkSwitch unit(s) and your telephone lines to protect against lightning damage.

TalkSwitch

16 TA L K S W I TCH USER GUIDE • NORTH AMERICA

1.8.1 Connecting incoming telephone lines

1. Choose a convenient wall jack to attach to your TalkSwitch and connect

your telephone lines.

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

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

• Connect the first incoming phone line to L1.

• Connect the second incoming line to L2.

If you have a unit with more than two incoming lines, connect your RJ-11 telephone lines, beginning with L1. If you have two lines out of one phone jack, you will require a dual-to-two-single-line adapter or replace the two-line cord with two single-line cords. Note that L3 and L4 do not exist on units with only two incoming line connectors.

1.8.2 Connecting local extension telephones and other devices

Connect your single-line analog device to one of the unit extension jacks the same way you would plug it into a standard telephone wall jack.

You can connect any regular analog extension telephone set, cordless telephone or fax machine to the extension ports, E1-E4 (all unit models) and E5-E8 (for unit models with more than four extension jacks).

1. Plug each internal telephone into extensions beginning with E1.

2. If required, plug the fax line into E3 or E8.

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

All incoming calls will be routed to the extension phones by TalkSwitch. Call handling includes call forwarding, transferring, voicemail, etc. Incoming lines are not directly connected to any of the local extensions. The software determines which incoming lines are routed to which local extensions.

Connect a phone to E4 to ensure communication during a power failure.

TALKSWITCH INSTALLATION 17

1.8.2.1 Connecting a regular single-line telephone

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

Figure 16: Single-line telephone

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

1.8.2.2 Connecting a regular dual-line telephone

Most dual-line phones have separate plug-ins for two incoming telephone lines (Line 1 and Line 2). If your dual-line telephone does not have separate plug-ins, you can use a Line 1/Line 2 splitter to separate the two lines as shown in Figures 17 and 18.

You can plug the dual-line phone into the TalkSwitch unit using one or two extension jacks. Figure 17 below shows a dual-line phone using one jack. Figure 18 on page 17 shows a dual-line telephone plugged into the unit using two jacks.

Figure 17: Dual-line telephone on one jack

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

Figure 18: Dual-line telephone on two jacks

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

E1 E2 E3 E4

TalkSwitch Jacks

Incoming Phone Lines

Extensions 111 112

113

114

E1 E2 E3 E4

TalkSwitch Jacks

Incoming Phone Lines

Line Splitter

Extension 111

E1 E2 E3 E4

TalkSwitch Jacks

Incoming Phone Lines

Extensions 111 and 112

18 TA L K S W I TCH USER GUIDE • NORTH AMERICA

Figure 19: Dual-line telephone on splitter

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

1.8.2.3 Connecting regular multi-line phones

Figure 20: Four-line telephone

Jacks 111, 112, 113 and 114 are all wired to the four-line phone. When a call is transferred to extension 111, Line 1 on the phone shows as active. Calls on extension 112 show Line 2 as active and so on. You may configure each incoming line to ring any given number of extensions. Configure incoming Line 1 to ring extension 111, Line 2 to ring extension 112, etc.

1.8.2.4 Connecting an IP phone

Plug the IP phone into your switch/hub using the supplied RJ-45 cable. Please refer to the IP Phone Configuration Guide in the TalkSwitch documentation folder. If you are using a third-party IP phone, refer to the user guide of the third-party IP phone for configuration instructions.

1.8.2.5 Attach an internal or an external 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.

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 2.2.7 Local extensions on page 54.

Modems connected to a unit operate at a maximum of 28 kbps.

E1 E2 E3 E4

TalkSwitch Jacks

Incoming Phone Lines

Line Splitter

Extensions 111 and 112

E1 E2 E3 E4

TalkSwitch Jacks

Incoming Phone Lines

Line Splitter Line Splitte

4-Line Phone

Extensions 111, 112, 113

114

TALKSWITCH INSTALLATION 19

1.8.2.6 Connecting fax machines

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 incoming phone lines to your unit. Incoming phone lines will be handled by the unit and your fax will work the way it has always worked.

Figure 21: 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 phone line. A call to either phone number will ring the same line with different ring patterns. You can use one ring pattern to indicate a fax.

If you are connecting a fax machine to a unit with two or four incoming lines, plug it into local extension E3 or E8.

After installing TalkSwitch, the fax machine remains on its own dedicated line. All incoming telephone lines are shared by the remaining office phones.

20 TA L K S W I TCH USER GUIDE • NORTH AMERICA

Here’s how the TalkSwitch handles incoming calls:

Figure 22: 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.

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 with your pre-recorded message. It will listen for a fax tone to determine if the call is an incoming fax. If so, the call is routed to the fax machine, otherwise the call follows your Call Handling settings. You must create an auto attendant to use this method.

Figure 23: Automatic fax detection via auto attendant

Advantages: Calls are automatically handled for you. No distinctive ring service and no listening to ring patterns is required. Incoming phone lines are shared between all phones and faxes, making better use of your resources.

Disadvantages: Some older fax machines do not emit a fax (CNG) tone. Therefore, the auto attendant cannot detect incoming faxes from those devices.

After installing TalkSwitch, it automatically detects the distinctive ring pattern. Faxes are automatically routed to the fax machine and calls to the phones.

Distinctive RIng 1

Distinctive RIng 2

All incoming calls are answered by the Auto Attendant. The Auto Attendant then directs the call to the fax or local phone extensions.

Distinctive RIng 1

Distinctive RIng 2

TALKSWITCH INSTALLATION 21

Options 2 and 3 require settings to be programmed into the unit using the configuration software. For more information, see 2.2.6 Fax information on page 49 and 2.4.2.4 Automatic fax detection on page 85.

1.8.3 Connecting devices to the music jack

The music jack is designed to support audio sources like a CD player, audio, tape player or other sound devices for playing music or messages to callers while they are on hold. Connect the audio source via its headphone output to the music jack.

The music jack requires a 1/8" (3.5 mm) mono phono connector. If you have more than one unit connected to a LAN, load a .wav file onto each unit to eliminate the need for a separate music source for each unit.

1.8.4 Connecting to the PA (public address) jack

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

1.9 NETWORKING TALKSWITCH UNITS ON A LAN

Up to four 48-CA and/or 48-CVAunits can be networked together over a LAN to increase the number of lines and extensions in your phone system.

1.9.1 Connecting TalkSwitch units to a LAN

You can plug your unit(s) into your existing LAN or operate it on its own LAN with an Ethernet switch. Ensure that the firmware on all units is updated before adding them to the LAN. Check www.talkswitch.com/support/ for the latest updates.

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

2.6.2 Audio Controls on page 107.

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1.9.1.1 Ethernet switch

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

1. Connect up to four 48-CA and/or 48-CVA units to the LAN switch.

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

directly to the unit through the USB or Serial port.

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

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

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

Figure 24: Three units connected via a switch

1.9.2 Power up all the TalkSwitch units

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

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

LAN

MUSIC PA

E1 E2 E3 E4

E5 E6 E7 E8

L2 USB SERIAL POWER

L4L3/L4

L1/L2

LAN

MUSIC PA

E1 E2 E3 E4

E5 E6 E7 E8

L2 USB SERIAL POWER

L4L3/L4

L1/L2

LAN

MUSIC PA

E1 E2 E3 E4

E5 E6 E7 E8

L2 USB SERIAL POWER

L4L3/L4

L1/L2

1Internet 234

POWER

Reset

TALKSWITCH INSTALLATION 23

1.9.3 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. All the line lights on the front panel of the units are flashing. You have to assign a different unit ID to each of the units.

1. Pick up a telephone handset connected to one of the extension jacks on

the unit and press to enter command mode.

2. Enter a password if prompted.

3. Now, you have the following options:

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

1.9.4 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 numbering system. The second digit in the three digit identifier is the unit ID number, up to unit 4. See the following diagram and table.

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

Keys Result

Responds with the unit ID number of that particular unit.

Sets the unit ID to 1.

Sets the unit ID to 2.

Sets the unit ID to 3.

Sets the unit ID to 4.

No IP information is required to configure TalkSwitch since it does not use the TCP/IP protocol for voice traffic over the LAN. IP configuration is required for remote management, voicemail to e-mail notification or for VoIP.

24 TA L K S W I TCH USER GUIDE • NORTH AMERICA

Figure 25: Examples of three-digit identifiers

1.9.5 Keep track of the lines and extensions

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

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

1. Open the TalkSwitch configuration software.

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

Figure 26.

3. Select the Unit ID to verify.

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

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

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

Local analog or IP extensions

111–118 121–128131–138141–148

Remote e x t e n s i o n s

210-219220-229230-239240-249

Local m a i l b o x e s

111-118121-128131-138141-148

Remote m a i l b o x e s

210-219220-229230-23924

0-249

General m a i l b o x e s

410-419420-429430-439440-449

TALKSWITCH INSTALLATION 25

Figure 26: System Information window

1.9.6 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 where the extensions normally reside. For example, all greetings, directory names and voicemail messages for extensions 121-128, 220-229 and mailboxes 420-429 are stored on the unit with unit ID 2. If a unit is

26 TA L K S W I TCH USER GUIDE • NORTH AMERICA

completely filled with voicemail messages, new messages will not be stored on other units. The system cannot accept anymore messages for mailboxes belonging to that unit. 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, click Tools -> Memory Usage -> Voicemail or click Tools -> Voicemail Manager.

1.10 INSTALLING A MEMORY CARD

TalkSwitch memory cards are specifically formatted for use with TalkSwitch units. They allow you to add additional voicemail message capacity to your unit. Voicemail memory is used to store messages left in voice mailboxes. It is also used to store auto attendant greetings and announcements. TalkSwitch comes with 30 minutes built-in memory.

Figure 27: Memory card

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

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

Figure 28: Memory card slot

Memory can be increased

2 hours, 4.5 hours and 9 hours.

in increments of 1 hour,

TALKSWITCH INSTALLATION 27

1.11 UPGRADING TALKSWITCH UNITS

As your business grows, your TalkSwitch unit(s) may need upgrading. You have the option of upgrading your 24-CA unit to a 48-CA unit and your 48-CA unit to a VoIP model (48-CVA).

Figure 29: Top board and VoIP module upgrades for 24-CA to 48-CA

For customers upgrading the 24-CA unit to a 48-CA unit, we provide an upgrade kit. This kit consists of a top board that you add to your existing 24-CA unit, as well as a guide containing detailed, step-by-step instructions for the upgrade procedure.

For customers upgrading a 48-CA unit to a 48-CVA unit we provide a VoIP module that they can add to their existing TalkSwitch 48-CA. We supply detailed, step-by-step instructions on how to install the VoIP module.

Customers upgrading the TalkSwitch 24-CA to a TalkSwitch 48-CA and then upgrading to a TalkSwitch 48-CVA need a TalkSwitch top board and a VoIP module. You can purchase upgrade boards and VoIP modules at your reseller.

1.12 WHAT THE FLASHING LIGHTS MEAN

Diagnostics for the lights flashing on the unit front panel

All line lights flashing simultaneously: The unit ID of this unit is in conflict with another unit on the same LAN. Make sure you assign a different unit ID to each unit. For more information, see 1.9.3 Setting or changing the unit ID on page 23.

Line 2 and 3 lights flashing simultaneously: This indicates a file system error. Terminate calls in progress. Reboot the unit. Tools -> Reboot TalkSwitch or, on the front panel, turn the power button off and back on. It will do a file system check and fix any problems.

Line 1 and 4 lights flashing simultaneously: This indicates a voice mailbox error. Terminate calls in progress. Reboot TalkSwitch. Tools -> Reboot TalkSwitch or, on the front panel, turn the power button off and back on. It will do a file system check and fix any problems.

28 TA L K S W I TCH USER GUIDE • NORTH AMERICA

Line 1, 2, 3 and 4 lights flashing simultaneously: The firmware needs to be updated or reloaded. Ensure that you update with the last version, do not use the version on the installation CD. There might be a newer version. Open the TalkSwitch configuration software.

File -> Update Firmware...

Line 1 and 4, then Line 2 and 3, lights flashing alternatively: The system prompts are not loaded or corrupted. Reload the firmware. Open the TalkSwitch configuration software. File -> Update Firmware...

Line 1 and 3 lights, then Line 2 and 4 lights flashing repeatedly: This is usually the case after a firmware update. Reboot TalkSwitch. Tools -> Reboot TalkSwitch or, on the front panel, turn the power button off and back on.

1.13 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 (phones, 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 Serial, USB or LAN connection between TalkSwitch and your PC.

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

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

TALKSWITCH CONFIGURATION 29

CHAPTER 2

CHAPTER 2: TALKSWITCH CONFIGURATION

TALKSWITCH CONFIGURATION

2.1 SYSTEM CONFIGURATION

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

2.1.1 The configuration screen

The configuration screen consists of the following parts:

Figure 30: Initial configuration screen

[

30 TA L KSWITCH USER GUIDE • NORTH AMERICA

The numbers in Figure 30 are explained below.

2.1.1.1 File Menu

2.1.1.2 View Menu

1. Menu items.

2. Configuration navigation controlling the display in the configuration window.

3. Configuration window displaying configuration information.

4. View System Information is a link to the MAC address, IP address, hardware and firmware version of the unit.

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

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

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

Save to TalkSwitch

Saves the current configuration to the TalkSwitch unit.

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

Exit Closes the configuration software.

Retrieve Settings

Retrieves the settings from the unit connected to the PC.

Update

Firmware....

Updates the firmware. For more information, see 1.5.2 Upgrading the TalkSwitch software and firmware on page 5.

Toolbar Toggles the toolbar on/off

Status Bar Toggles the status bar on/off

TALKSWITCH CONFIGURATION 31

2.1.1.3 Tools Menu

2.1.1.4 Help Menu

Memory Usage

Voicemail: Displays a dialog box showing internal memory

usage for voicemail messages.

Auto Attendant: Displays a dialog box showing internal memory usage for auto attendant messages.

Voicemail Manager

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

Terminal Window

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

Call Logging Output

Real-time to Serial Port: TalkSwitch can output call detail

records to a PC connected to a Serial port.

Store to file on TalkSwitch: TalkSwitch can store call detail records to a file stored on TalkSwitch. This file can be retrieved/viewed from a web browser.

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

defaults.

Reboot TalkSwitch

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

View Keys Installed

Lists your registration key(s) with the expiry date(s).

Check for updates

Checks the web site for configuration software updates.

About TalkSwitch Configuration Utility...

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

User Guides... Opens the folder containing the TalkSwitch documentation.

Support on the Web...

Launches your browser and links you to our support site.

32 TA L KSWITCH USER GUIDE • NORTH AMERICA

2.1.1.5 Configuration navigation

The configuration navigation organizes all the configuration topics within folders. The following is a brief description of each folder seen in the navigation section to the left of the window. See Figure 2.1.2 on page 33.

1. Open the TalkSwitch configuration software.

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

About TalkSwitch

This link displays version information about the TalkSwitch software. It also displays new voicemail messages, the time and date and the current mode of operation.

System Information

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

Voicemail Configure voice mailboxes and global settings for the

voicemail system.

Call Handling Configure how to handle incoming calls. It includes auto

attendant and individual call handling setups for all phone numbers, extensions and modes of operation.

Call Back/ Call Bridge

Configure the TalkSwitch call back/call bridge features in this folder. Both of these features reduce your company’s long- distance expenses.

Options Configure audio controls, troubleshooting and various

operation settings in this folder.

TALKSWITCH CONFIGURATION 33

Figure 31: Configuration navigation

2.1.2 Special considerations when connecting multiple units to a LAN

Multiple units on a LAN will function as a single phone system. Some features are expanded as you add units (e.g. number of voice mailboxes), others are global in nature and are not expanded when you add more units (e.g. park orbits).

To determine the number of local extensions and mailboxes your TalkSwitch system supports, add the extension jacks (E1–E8) on all the units. In addition, each unit supports ten remote extensions and mailboxes.

34 TA L KSWITCH USER GUIDE • NORTH AMERICA

Example: If you have two 48-CA units connected on the same LAN, the system can support 8 PSTN lines, 16 local extensions and 20 remote extensions.Each unit is identified with a tab at the top of the configuration window, System Information -> Telephone Lines to allow you to select the unit in the group.

Figure 32: Unit tabs

The features described below are not affected by the number of units on the LAN.

Feature Description

Auto Attendant (See 2.4.2 Auto attendant on page 80)

There are 9 auto attendants shared by all units on the LAN. This means that all inbound calls can be answered by the same auto attendant on an incoming line. When a new auto attendant is recorded on a unit, it is automatically copied onto all the other units.

Music on Hold (See 2.2.10 On-Hold/ Ringback on page 63)

There are two ways to add music on hold to your system:

• through an external audio source

• by loading an internal music file

Call Back (See 2.5 Call Back/Call Bridge on page 98)

There are 4 auto call back accounts per unit. To use an announced message for a particular auto call back account, you need to record the announced message on the same unit as the account. This means calling in on a line that is physically connected to the unit with the account, or using an extension connected to the unit.

Ring Groups (See 2.2.9 Extension ring groups on page 61)

There are 10 global ring groups (300-309) regardless of the number of units on a LAN. Each group is capable of ringing any extensions on the network. A combination of 32 analog and IP extensions can be part of a ring group.

Park Orbits There are 10 global park orbits (500-509). Any

person can put a caller on hold in a temporary park orbit so that the call can be retrieved from any extension in the office.

TALKSWITCH CONFIGURATION 35

2.2 SYSTEM INFORMATION

2.2.1 Administration

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

To activate the use of a system password:

1. Click the next to System Information -> Administration.

Figure 33: Username and password

2. If you have units in different locations, we recommend that you assign a

system name to each unit for tracking purposes. Enter a name in the System Name field. The system name will also be required when you are logging in through the web interface of the unit for status or Call Detail Record (CDR) information. For more information, see Chapter 4: Call Detail Record (CDR) Logging on page 147.

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.

Some of the configuration screens that follow may vary depending on whether the unit is networked or not. In most cases, the 48-CA/CVA screen is shown unless the caption indicates a 24-CA screen. The 24-CA models do not have IP Configuration and VoIP Configuration in the System Information folder.

36 TA L KSWITCH USER GUIDE • NORTH AMERICA

3. Enter a system password in the System Password field. It has to be a 4- to 8-character numeric password, so that you can also enter it on a touchtone phone.

Figure 34: Username and password for a VoIP enabled unit

To enter a new password:

1. Click in the System Password field.

2. Type a password and click OK.

To change the password:

1. Click in the System Password field.

2. Type a new password and click OK.

To delete a password:

1. Click in the System Password field.

2. Do not enter anything and click OK.

Caution: If you leave the password field blank and you are connected to the Internet using TCP port 9393 mapped to the unit, the system will be vulnerable to configuration changes by anyone on the Internet!

TALKSWITCH CONFIGURATION 37

Figure 35: Password dialog box

3. After entering, changing or deleting a password,

click File -> Save settings to TalkSwitch or click the middle icon in the tool bar to save the settings.

Figure 36: Save settings

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

2.2.2 IP Configuration

TalkSwitch 48-CVA requires an IP address to function properly. If you have a TalkSwitch 48-CA, an IP address is required if you want to configure the system remotely or if you want to network it with a CVA on a LAN. There are two methods of configuring the IP settings, automatic and manual. The automatic setting is the default. See Figure 37..System IP Settings section The Obtain IP and DNS information automatically radio option is selected by default. This selection refers to DHCP (Dynamic Host Configuration Protocol). If you are on a DHCP server, the IP and DNS information will be filled in automatically.

1. Click the next to System Information -> IP Configuration.

38 TA L KSWITCH USER GUIDE • NORTH AMERICA

Figure 37: Automatic IP configuration

2. To configure the IP information manually, select Use the following IP and DNS information.

Figure 38: Manual IP configuration

If you do not have a DHCP server, the following fields need to be completed if you plan on using the VoIP capabilities of TalkSwitch 48-CVA.

Additional VoIP configuration information is contained throughout this guide. For more information, see 5.4 VoIP Configuration on page 162.

TALKSWITCH CONFIGURATION 39

Unit IP Address:

Assign an available static IP address to each unit (1-4). If you use a DHCP server, you have to reserve an IP address for each unit. To reserve an IP address, you need the MAC address of each unit. To view the unit MAC address, click the View System Information link on the About TalkSwitch configuration page. For more information, see 2.1.1 The configuration

screen on page 29.

Subnet Mask:

Enter the subnet mask for the LAN. This address determines what subnet the specific addresses belong to.

Default Gateway:

Enter the IP address of the gateway on your network. A gateway is a hardware device (i. e. router/NAT) that connects the office network to the Internet. The gateway allows you to share a DSL, cable modem or other Internet connections with all of the computers and IP devices in your office network.

Preferred DNS Server:

Enter the IP address of the preferred/primary DNS server. DNS is a service that is used to resolve a domain name to an IP address.

Example: A DNS server is used by your web browser to resolve www.talkswitch.com to an IP address such as 64.26.166.52. For more information, see Chapter 5: VoIP Information on page 155.

Alternate DNS Server: Enter the alternate/secondary DNS servers IP address if applicable.

Public WAN IP Address

Type of public WAN IP address for Internet Connection:

This field is set to dynamic by default. The unit checks the public IP address every 5 minutes. If it changes, it automatically updates to the correct information in order to manage VoIP calls properly.

The dynamic setting will not work in closed network environments. In a closed network environment, change the field to static and enter the appropriate IP address. If the unit is not behind a router, enter the IP address of the unit acting as the local proxy.

Current public WAN IP address:

For the dynamic setting, this entry shows the current public IP address and is not editable. For the static setting, enter the IP address or the FQDN of your location.

40 TA L KSWITCH USER GUIDE • NORTH AMERICA

Public WAN IP address-checker server name:

For the public IP address type dynamic, this entry shows the current server name for the IP checker utility. If the public IP address type is static, no information is required.

The default location is checkip.talkswitch.com. An IP checker application is running on the server that responds to requests from units for the public IP address at its location.

Fully Qualified Domain Name:

A Fully Qualified Domain Name (FQDN) is required if this location acts as the SIP server and does not have a static public IP address from your service provider. You can obtain FQDNs for free at www.dyndns.org. If your router supports DDNS, program the required information to update the DNS servers.

If not, download one of the applications specified on the site. It needs to run on a PC connected to the same LAN to update the DNS servers. If the unit is enabled as a SIP server and no FQDN was entered, the prompt below displays.

Figure 39: Fully Qualified Domain Name (FQDN)

2.2.3 Telephone Lines

This section tells TalkSwitch about the telephone lines plugged into its back panel. Select a line and fill in the information. For each line there is a status message: Line Detected, indicating that TalkSwitch detected a line plugged into the associated line port. If a line is plugged into a line port and is not detected, check your telephone line connection.

1. Open the configuration software, if not already open.

2. Click System Information -> Telephone Lines.

TALKSWITCH CONFIGURATION 41

Figure 40: Telephone lines

In the Phone numbers section

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

If you checked the box, enter the distinctive ring telephone number for each of the distinctive ring numbers associated with this line.

• Distinctive Ring 1 corresponds to any double ring pattern.

• Distinctive Ring 2 corresponds to any triple ring pattern.

3. Click the Activate line checkbox to enable the telephone line port.

4. Enter the normal telephone number for the telephone line as the

Main number.

In the Telephone Company Services section

Check the boxes that correspond to telephone company services that are on this line. Descriptions of these services and how your unit deals with them are provided below. For more information, see Appendix B: TalkSwitch and

Telephone Company Calling Services on page 193.

3-Way Calling/Conference

TalkSwitch can work with a service to forward calls to remote extensions or other external phone numbers while using same line connect. You can use

42 TA L KSWITCH USER GUIDE • NORTH AMERICA

this service as an option for bridging calls to external numbers when you call into a unit from outside. If you are having difficulties with line volume levels when you forward calls to remote extensions or when you are using call bridge, forward calls using 3-way calling.

Transfer and Clear (Centrex/Plexar transfer)

TalkSwitch can clear the line after forwarding a call to a remote extension, if your telephone line supports this feature. If you enable this feature without having the service, callers are disconnected when a unit attempts to forward their call to the remote extension.

Call Waiting

Check this box if you have a call waiting service on the current line. Note that you should remove this service from your line, since there is no way for the unit to answer a second call on the same line while it is handling the first call. You may want to consider adding the hunt/rollover service to your lines instead.

Caller ID

Check this box if the current line provides Caller ID information. The unit passes the Caller ID information along to the selected extension. Also, TalkSwitch can use the time information provided by Caller ID to update the TalkSwitch clock.

Telephone Company Voicemail

Check this box if you are subscribed to a telephone company voicemail service.

Hunt/Rollover/Busy Forwarding

Check this box if the current line is associated with a line hunt or Line Rollover service from the telephone company. Any lines that belong to a hunt/rollover group should be configured to handle calls the same way.

Calibrate Lines (button): Click this button whenever a line is added or changed. Calibrate Lines allows TalkSwitch to optimize lines for call bridge and call forwarding. Only lines that are detected get calibrated.

2.2.4 Line hunt groups

There are a total of 9 line hunt groups that control outbound call line selections. These line hunt groups are used by local and remote extensions,

For information about configuring the VoIP numbers, see

5.4.3 VoIP Numbers on page 170.

TALKSWITCH CONFIGURATION 43

and by call bridge. Each hunt group can support several line choices and attempt to use an available line in the order that they are listed for that hunt group. These settings have no effect on incoming calls.

Default setup:

1. Select System Information -> Line Hunt Groups.

2. Select a Line Hunt Group and enter a unique Line Hunt Group name to

identify this group elsewhere in the configuration software.

3. Under Set Line Hunt Group, select the Line Type. If you wish to use this

hunt group to access telephone lines, select Phone Lines. To use this hunt group to access VoIP numbers, select VoIP numbers.

4. Click the checkbox(es) next to the line(s) you wish to add to the hunt

group.

Figure 41: Hunt group configuration

Hunt Group 9: selects any available telephone line.

Hunt Group 81: selects telephone Line 1.

Hunt Group 82: selects telephone Line 2.

Hunt Group 83: selects telephone Line 3 (only four-line models).

Hunt Group 84: selects telephone Line 4 (only four-line models).

Hunt Group 88: selects any available VoIP number (only applies

when a VoIP unit is present on the LAN).

If multiple units are connected to the LAN, outbound calls always hunt the lines on the unit where the extension is connected. This minimizes network traffic between units.

44 TA L KSWITCH USER GUIDE • NORTH AMERICA

Figure 42: Hunt lines on same unit first

2.2.5 Automatic Route Selection and Toll Restriction

What is Automatic Route Selection (ARS)?

ARS allows you to automatically direct outgoing calls to selected lines. With ARS, you can ensure that your outgoing long-distance calls use the line with the lowest-cost long-distance plan or that your inter-branch calls always use your VoIP trunks.

What is Toll Restriction?

Toll restriction blocks calls to specific destinations. With toll restriction, you can prevent extensions in your system from placing unauthorized longdistance calls.

Example: You have a low-cost long-distance plan. You assign one telephone line to handle all local calls and another line for long-distance calls within North America to go through your long-distance plan. At the same time, you can block unauthorized long-distance calls from going overseas.

TalkSwitch uses the first several digits (referred to as ‘leading digits’) of a phone number to automatically select the specific phone line that you have chosen to make that type of call. ARS and toll restriction use line hunt groups, which have to be configured to provide access to telephone lines or VoIP trunks.

Planning Automatic Route Selection and Toll Restriction

• Identify the leading digits of the numbers for the calls to be routed or blocked.

• Identify the carrier codes.

TALKSWITCH CONFIGURATION 45

• Identify which telephone lines and VoIP trunks are connected to

different networks and services.

• Identify which extension’s calls you wish to route or block.

Entering leading digits and assigning actions What are leading digits?

• Leading digits are the first digit or first several digits of an international

access code, country code, area code or phone number.

• Leading digits can be anywhere from 1–11 characters.

• Leading digits can include numeric characters 0–9 and .

The leading digit for long-distance calls within North America is 1. As soon as you dial 1xxx xxx-xxxx, the system recognizes that you are making a long-distance call within North America.

To place an overseas call from North America, you would dial 011, followed by the country code, the area code and the phone number (i.e. 011 xx xx xxx-xxxx). Once you dial 011, the system recognizes that the caller is placing an overseas call (011 are the leading digits).

ARS will route or block calls according to the leading digits you define and the actions you chose in the TalkSwitch Configuration under System Information -> Auto Route Selection.

Figure 43: ARS — leading digits

Ensure that the line hunt groups are configured before using ARS. For more information, see 2.2.4 Line hunt groups on page 42.

46 TA L KSWITCH USER GUIDE • NORTH AMERICA

1. Enter the leading digits you wish to route or block in the Leading Digits field.

2. Select the desired Action (route to a specified line hunt group or block calls) from the corresponding drop-down list.

Entering carrier codes and start times What is a carrier code?

In addition to leading digits, you can access your long-distance plan. It may be different for North America and for overseas as well as during different times of the day (i.e. business hours or after hours). The Carrier Code 1 and Carrier Code 2 columns give you theses options. TalkSwitch automatically adds a 2-second pause after dialing the carrier code to pick up the dialtone of the long-distance provider. A carrier code can be up to 24 digits long, including ‘*’, comma ‘,’ and ’w’. The comma causes a 2-second pause; ‘w’ waits for the dial tone.

3. Enter the telephone number for your long-distance plan. Enter the number without spaces or dashes.

4. Select Start Time 1 for Carrier Code 1 from the drop-down list. If the access number is the same 24 hours a day, click the checkbox next to All Day. If you have a different plan for business and after hours, enter it in the Carrier Code 2 field and select a time for Start Time 2.

Figure 44: Examples of leading digits

• If you dial 9 followed by a phone number that does not start with 1, 01 or 01161, you access an outside line. The number is automatically routed according to the configuration of line hunt group 9.

The entries that you specify for ARS match the dialed digits with the longest leading digits entry. If the numbers dialed match the digits that you specified, the call is routed to a line hunt group or blocked according to the Action you selected.

TALKSWITCH CONFIGURATION 47

• If you dial 9 followed by 1, a 3-digit area code and a 7-digit number, you

access a line for long-distance calls in North America, as defined in line hunt group 82.

• If you dial 9 followed by 01, the call is blocked. At the extension, you

hear a prompt stating “You are not permitted to dial this number” and then a normal dial tone.

• If you dial 9 followed by 01161, an area code and a phone number, you

access a line for calls to Australia, as defined in line hunt group 83.

Figure 45: ARS and line hunt groups

Set local extension hunt group access

By default, all line hunt groups for each local extension are enabled. If you wish to restrict access to some line hunt groups, you need to disable the line hunt groups at the local extension.

1. Open the TalkSwitch configuration software.

2. Select System Information -> Local Extensions.

3. Click the Hunt Group Access button.

4. Remove the checkmark (by clicking it) next to the line hunt groups you

do not want to allow for that local extension.

Repeat these steps for all your local extensions. When you allow access to line hunt groups that have ARS activated, the calls are routed through ARS.

Direct Line Access

If you enable Direct Line Access on an extension, calls placed from that local extension are routed to the designated line hunt group. If ARS is enabled on that line hunt group, the calls are routed through ARS.

Line hunt group 80 is used for Same Line Connect. If line hunt group 80 is enabled, it will be subject to ARS blocking rules.

48 TA L KSWITCH USER GUIDE • NORTH AMERICA

Figure 46: Outgoing call options

Password Protection We recommend that the administrator password protection be enabled when you use automatic route selection and toll restriction. Enable the password protection in the TalkSwitch configuration software under System Information -> Administration. Enter a 4- to 8-digit numeric password.

Telephone Line 3-Way Calling Services Calls on telephone lines with the telephone company‘s 3-way calling service are not routed through ARS. They are either allowed or blocked.

Call Detail Record (CDR) Logging For information on CDR, please refer to Chapter 4: Call Detail Record (CDR)

Logging on page 147.

Emergency Service Numbers section

The 911 emergency access number is always allowed through ARS, even if the line is blocked.

TALKSWITCH CONFIGURATION 49

Automatic Route Selection Examples

2.2.6 Fax information

TalkSwitch provides you with different options to configure your office for fax calls. The advantages and disadvantages of each option are described below, so that you can choose the best solution for your office.

Dedicated fax line

You may already have an incoming dedicated fax line. For more information, see 2.2.6.1 Dedicated fax line on page 50.

Advantages: It is 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 often be used.

Distinctive Ring fax detection

Distinctive ring is a service provided by your phone company. A second phone number is added to the same physical telephone line. For more information, see 2.2.6.2 Distinctive ring fax detection on page 52.

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

Blocking international calls, with exceptions

Leading Digits Action Objective

01 1 1212

Block Calls Block Calls Hunt Group 1

Block Calls

International calls are restricted. Calls in North America are restricted. Allow calls to New York area code 212 using Line Hunt Group 1. Using alternative long distance provider.

Restrict access to premium services

Leading Digits Action Objective

1900 1976 900 976

Block Calls Block Calls Block Calls Block Calls

Restrict access to premium inbound calling

services.

50 TA L KSWITCH USER GUIDE • NORTH AMERICA

Disadvantages: You only have one line and can only handle one call at a time. The phone company may charge a fee for a distinctive ring.

Automatic fax detection with the auto attendant

An auto attendant can detect incoming fax calls and route them accordingly. For more information, see 2.2.6.3 Automatic fax detection on page 53.

Advantages: Calls are automatically handled for you, no distinctive ring service and no listening to ring patterns are required. Incoming phone lines are shared between all phones and faxes, making better use of your resources.

Disadvantages: Older fax machines do not emit a CNG tone and the auto attendant cannot detect them.

2.2.6.1 Dedicated fax line

If you have a dedicated fax line or number, your fax machine should be connected to an extension jack on the same unit as the fax line. Leave this line directly connected to your fax machine. Connect the remaining incoming telephone lines to your unit. Incoming telephone lines will be handled by the unit and your fax will work the way it has always worked.

Figure 47: Dedicated fax line

1. Open the TalkSwitch configuration software.

2. Select System Information -> Fax Information.

3. In the Dedicated fax line section, select the fax number from the drop-down list next to Fax number:.

4. In the Fax extension section, select the extension number where your fax is connected.

After installing TalkSwitch, the fax machine remains on its own dedicated line. All incoming telephone lines are shared by the remaining office phones.

TALKSWITCH CONFIGURATION 51

5. Save settings to TalkSwitch.

Example: If your fax machine is connected to E8 on the rear of unit 1, select extension number 118 for units with 8 extension jacks or 113 for units with 4 extension jacks. If your fax machine is connected to E8 on a unit with Unit ID 2, the fax extension number is 128.

Figure 48: Fax information

If you do not see your fax number in the list, make sure you have activated the line in the TalkSwitch configuration software under System Information -> Telephone Lines.

Figure 49: Telephone lines

52 TA L KSWITCH USER GUIDE • NORTH AMERICA

2.2.6.2 Distinctive ring fax detection

A single telephone line can have two assigned numbers with a different ring pattern for each number. Based on the ring pattern, you pick up the phone or let the fax answer the call.

Figure 50: Distinctive ring without TalkSwitch

Figure 51: Distinctive ring with TalkSwitch

Here is how TalkSwitch handles incoming calls:

The unit automatically routes faxes to the fax machine and calls to the telephone.

One of the incoming lines will have a distinctive ring number assigned to it. The unit recognizes this number as an incoming fax line. Follow the steps below:

1. Open the TalkSwitch configuration software.

2. Select System Information -> Telephone Lines.

3. Choose the line number for the incoming fax and click in the box next to

Activate line.

By default, when a dedicated line and a fax extension have been selected for the first time, the software automatically configures the incoming call handling properties for that line to ring only the fax extension that you have specified.

Distinctive RIng 1

Distinctive RIng 2

After installing TalkSwitch, it automatically detects the distinctive ring pattern. Faxes are automatically routed to the fax machine and calls to the phones.

Distinctive RIng 1

Distinctive RIng 2

TALKSWITCH CONFIGURATION 53

4. In the Phone numbers section beside Main number, enter the telephone

number that people dial to call your office.

Figure 52: Telephone lines

5. Click the checkbox beside Distinctive Ring 1:

6. Enter the distinctive ring number in the text field. This is the number

people will call to get your fax machine.

7. Click Fax Information.

8. In the Dedicated fax line section, select the fax number from the

drop-down list next to Fax number:

9. In the Fax extension section, select the extension number where your fax

is connected.

10. Save settings to the unit.

2.2.6.3 Automatic fax detection

Provided all calls are answered by the auto attendant, it can detect incoming fax calls and will route calls to their destination.

If an auto attendant is already configured, do the following:

1. Open the TalkSwitch configuration software if not already open.

2. Select Call Handling -> Auto Attendant.

3. Select Auto Attendant 1. You can configure additional auto attendants

later.

54 TA L KSWITCH USER GUIDE • NORTH AMERICA

4. In the drop-down menu next to If a fax call is detected:, select go to local extension and select 118 (113 for units with 4 extension jacks).

Figure 53: Fax routing

5. Save settings to the unit.

Set up at least one auto attendant to answer all incoming calls, play a recorded message, allow callers to dial their party’s extension or dial 0 for a receptionist. For more information, see 2.4.2.1 Adding/configuring an auto attendant on page 80.

2.2.7 Local extensions

Local extensions can be analog phones connected to any of the extension jacks at the back of TalkSwitch or IP phones on the same subnet registered with your TalkSwitch system. For more details on connectivity, see

1.8 Connecting devices on page 15. Local extensions are activated with the

associated voice mailbox by default. Voice mailboxes for each local extension can be de-activated in the Voicemail folder.

Activating a local extension for use with an analog (regular) phone

By default, all analog extension ports are active. Plug phones into the extension ports and you are ready to make and receive calls.

Figure 54: Analog extension

TALKSWITCH CONFIGURATION 55

Configuring a local extension for use with a IP phone

1. Open the configuration software.

2. Select System Information -> Local Extensions.

3. Change the radio button from Regular Extension to IP Extension.

4. The default Username and Password are <user ext#> and <pass ext#>.

Change either as required.

Figure 55: IP extension

Once the phone has been programmed with the extension number, username, password, registrar and proxy information you can confirm registration as follows:

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

2. Connect the power to the IP phone.

3. Click the Refresh button when the phone indicates that it is registered.

Additional fields Caller ID Information section

Last name/First name:

Enter the last and first name of the person associated with the extension. If you want to include the person in the dial-by-name directory used by the auto attendant, you must enter the last name. The name entered displays on the Caller ID of other local extensions. The person using that extension is required to record her/his name for the directory.

Please refer to the configuration guide for your IP phone in the TalkSwitch documentation folder. If you are using a third-party IP phone, refer to the user guide for that phone.

56 TA L KSWITCH USER GUIDE • NORTH AMERICA

For VoIP calls, use: [this number]

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

For <Service Provider> VoIP calls, use:

Figure 56: IP extension username and password

Phone Type

If you have a TalkSwitch phone connected to this extension, select the model of phone. TalkSwitch sets have some integrated features that will not work unless the proper phone is specified. Features include intercom paging, group paging over the speaker, and message waiting counter on the TS-80, TS-200, TS-400 and TS-600 phones.

For the IP extensions, TalkSwitch requires IP phones that have G.711 CODEC support.

The IP phones officially supported by TalkSwitch are:

• Polycom Series — 301, 430, 501, 601 (minor support differences between models)

• Grandstream — GXP-2000 (Excellent low budget phone)

• Counterpath — Eyebeam soft client.

If a name was not recorded before you set up the associated voice

mailbox, pick up the handset, press + <mailbox number> and press 4.

* *

TALKSWITCH CONFIGURATION 57

Other phones may work with the system, but not all the features may be supported. We strongly recommend that you only use the IP phones

supported by TalkSwitch.

Figure 57: Phone types

Direct Line Access... (button) This feature allows users to access an outbound line without dialing extra digits. When the extension goes off-hook or a number is dialed on a IP phone without first dialing a hunt group, Direct Line Access allows you to configure the extension to access a specific hunt group automatically for outbound calls.

Example: You may have a fax machine connected to this extension and don‘t want to reprogram the speed dial numbers. Click Direct Line Access and choose the hunt group. As soon as the fax goes off-hook, the unit finds an available line.

When Polycom or Grandstream is selected, the username and password are fixed and not editable.

Warning: When using Direct Line Access with an analog phone, you hear the telephone company dial tone when you pick up the handset. The following features are only available from the TalkSwitch internal dial tone:

• Intercom calling

• Hold and retrieve

• Line hunt groups

• Voicemail retrieval/access

• Call pick-up

• P.A. access,

• Parked call retrieval

• Do Not Disturb functions

• Entering command mode

To obtain an internal dial tone at an extension which has Direct Line Access enabled, dial Flash after going off-hook on an analog set. On a IP

phone, dial , then press Dial, Send or .

* *

58 TA L KSWITCH USER GUIDE • NORTH AMERICA

Hunt Group Access... (button) You can permit or restrict specific hunt group access to the extension. Click the checkbox next to the Line hunt groups that you want to allow for this extension

2.2.8 Remote extensions

A remote extension allows you to connect an external telephone number. This could be a cell phone or a number to your office. You can have it operate similar to a local extension in your office. Any external telephone number can be configured as a remote extension (i.e. cell phone, PDA, home telephone or branch office).

With remote extensions, you can have calls forwarded directly from your office to any phone number you choose. You can choose to screen callers. If the remote extension is busy or unanswered, calls can be transferred back to your office voicemail, another extension or forwarded to another out-ofoffice telephone number (e.g. to a business partner’s cell phone).

To set up remote extensions, see Figure 58 and follow the steps below.

1. Open the TalkSwitch configuration software.

2. Select System Information -> Remote Extensions.

3. Click on a remote extension number, starting with 210. Add more numbers as needed.

4. Click in the checkbox next to Activate Extension <ext>.

5. Enter a last and a first name into the Last name: and First name: fields to identify the extension.

6. Enter the external phone number.

7. In the drop-down list next to Connect using:, we recommend that you leave it at Hunt Group 9 unless you have pre-configured another group.

If a TalkSwitch has Unit ID 2, the remote extension numbers are 220–229. Unit ID 3 has remote extensions 230-239 and Unit ID 4 240-249.

Enter the number the same way you are dialing it from a regular phone. You may use digits 0–9, space, comma, dash, and . A comma creates a two-second pause in the dialing string.

TALKSWITCH CONFIGURATION 59

8. If you have a 3-Way Calling or Transfer and Clear service from the phone

company, click the checkbox next to Use Same Line Connect.

9. Save settings to the unit.

Figure 58: Remote extensions

Once your remote extensions are configured, calls can be forwarded by the auto attendant or transferred by someone in your office. There are 10 remote extensions available per TalkSwitch unit.

Use Same Line Connect

Check this box to allow incoming calls to use the same line when forwarding it to the remote extension. This feature allows only one line to be used when forwarding incoming calls to a remote extension. It can only be used when the line of the originating incoming call has 3-Way Calling/Conference or Transfer service (Centrex/Plexar). If the line does not have any of these services, the call will be forwarded using the hunt group chosen in the Connect using: drop-down list.

If you have a Transfer and Clear service on your line(s) and want to have TalkSwitch clear lines after forwarding calls to remote extensions, you need to enable Clear telephone line after call transferred (Options -> Transfer Options). If your service requires the remote extension to answer the call before the transfer can be made, use one of the screening

60 TA L KSWITCH USER GUIDE • NORTH AMERICA

options in Call Handling -> Remote Extensions in the drop-down list under the Answered tab.

Forwarding calls to a remote extension

• Manually from a local extension: Analog phone: Press Flash and the remote extension number (e.g. 211). IP phone: Press Transfer and the remote extension number followed by

Dial, Send or . For more details, see Appendix I: Functions and commands for IP phones.

• From an auto attendant: The auto attendant can be configured to route the calls to your remote extension. The auto attendant might say: “To reach Mr. A’s cell phone, press 1, to reach his office, press 2 or press 0 to reach a receptionist.” You can also instruct callers to dial the extension directly at the auto attendant. You could use this auto attendant as a company greeting or within your call cascade sequence at your local extension. For details, refer to 2.4.2 Auto attendant on page 80.

•From a call cascade: A call cascade sequence can route a call to a remote extension. If there is no answer at your desk, the call is transferred to your cell phone. If you don‘t answer your cell phone, the call is forwarded to your office voicemail. The caller hears music on hold. For details, refer to

2.4.5.1 Local extensions on page 90.

Transferring calls from a remote extension

1. Press

and dial any local extension, remote extension, or ring

group, or press again and a mailbox number to transfer the call to voicemail.

Remote extensions do not have the ability to transfer calls manually when using Same Line Connect.

When using Same Line Connect, callers hear silence while they are on hold. The callers are on hold at the telephone company and not at TalkSwitch. If you want callers to hear music while they are on hold for calls forwarded to remote extensions, don’t use Same Line Connect. It is best to experiment with different settings in order to decide what works best for your configuration.

* *

TALKSWITCH CONFIGURATION 61

Figure 59: Remote extensions

2.2.9 Extension ring groups

An extension ring group is a group of local extensions that ring in unison. TalkSwitch supports 10 ring groups with numbers 300 to 309. They are accessible from local extensions and through the auto attendant. By default, extension 300 is configured to ring all extensions.

Ring groups features

• independent call cascade

• distinctive ring cadence

• call screening capabilities

Setting up extension ring groups

1. Open the TalkSwitch configuration software.

2. Select System Information -> Extension Ring Groups.

3. Choose an Extension Ring Group number, starting with 300.

4. Click in the checkbox next to Activate Ring Group 300.

5. Enter a name in the field next to Ring Group Name:.

A phone system with 4 units can support a combination of 32 analog and IP extensions with a maximum of 20 IP extensions.

62 TA L KSWITCH USER GUIDE • NORTH AMERICA

6. In the Set Ring Group window, choose the local extensions you want to ring in unison.

7. Select a Ring pattern: from the drop-down list to identify the incoming call before you pick up the phone.

8. Save settings to TalkSwitch.

Figure 60: Ring groups

Different uses for extension ring groups

You can send calls to specific groups of employees.

Example: If you have a company with several departments, you can configure extension ring group 300 for the sales department to ring extensions 111, 112, 113, and 114. Ring group 301 might be for technical support, ringing extensions 115 and 116.

Identify types of calls by different ring patterns Example: You are the president of a company and you don‘t want to handle

calls from the general public, yet you want to be alerted when important colleagues try to contact you. Your regular local extension may be 111 for most people, but you can configure an extension ring group 305 to ring your extension with a different ring pattern. You tell your colleagues to choose extension 305 at the auto attendant or ask to be transferred to extension 305 when speaking to someone in the office. You can tell by the ring pattern if the call is to 305 or 111.

TALKSWITCH CONFIGURATION 63

Forwarding calls to a ring group

• Manually from a local extension:

• From an auto attendant:

Auto attendants can be configured to send calls to ring groups just as they do to extensions. The auto attendant might say: “To reach the sales

department, press 1, to reach Mrs. A‘s office, press 2, or press 0 to reach a receptionist.” You could use this auto attendant as a company greeting or

within a call cascade sequence at a ring group.

• From a call cascade:

The call cascade sequence can route the call to ring group 300. Example: If there is no answer at your desk, the call is transferred to the sales department. If no one answers the phone in sales, the call is forwarded to your voicemail. If music on hold is enabled, the caller hears music throughout the entire process.

2.2.10 On-Hold/Ringback

The Music on Hold feature lets you provide music or a recorded message for callers while they are waiting to be routed or transferred.

Callers tend to react more positively to transfers or waits if they hear music. Companies can also play recorded advertisements or provide information about their business.

There are two ways to add music on hold to your system:

• an external audio source

•an internal file

2.2.10.1 External audio source

An external audio source could be a CD player, tape player or a PC media player that you connect to TalkSwitch.

Advantages: The variety and length of music are virtually unlimited.

Disadvantages: Requires extra, dedicated equipment to be connected and

running constantly with separate sound sources for each unit

1. Connect your external audio source to the unit using an 1/8" mono cable.

Analog phone: Press Flash and the ring group number

IP phone: Press Xfer or Transfer and enter the ring group

number, then press Dial or .

64 TA L KSWITCH USER GUIDE • NORTH AMERICA

Figure 61: Music port

You can use separate audio sources for each unit.

2. Once the audio source(s) is (are) connected to TalkSwitch, turn it (them) on.

3. Connect the unit to your computer and open your configuration software.

4. Select System Information -> On-Hold/Ringback.

5. In the On-Hold Settings, select Play music whose source is connected to the MUSIC jack. See Figure 62.

6. Save settings to the unit.

Figure 62: Music on hold

If you have more than one unit connected to the LAN and you are using an external music source, you need to connect the source to all units. Use a 1/8" audio splitter, available at most electronics stores. If you are using a .wav file loaded on the unit, the music file is copied to all units on the LAN.

TALKSWITCH CONFIGURATION 65

On-Hold Settings

There are three options when callers are placed on hold:

1. Play ‘double beep’ tones to callers when they are on hold. This is the default setting. No additional configuration is required.

2. Play music whose source is connected to the MUSIC jack, if you have a music source connected to the music jack.

3. Play music from file loaded on TalkSwitch, if you have a sound file loaded. You can convert MP3 and other file formats using a utility like Audio Converter or Ripper. Download a converter at: www.audioi.com. Check the volume of music on hold with a test call. Adjust the levels as required. This setting is not real-time. Save the configuration to the unit and make another test call.

2.2.10.2 Internal audio file

You can load a digital audio file into memory.

Advantages: No additional equipment is required. You can use the same file for all units in the system. This provides seamless music for calls transferred across the network.

Disadvantage: The length of the recording is limited by your memory capacity.

1. Connect the unit to your computer and open your configuration software.

2. Select System Information -> On-Hold/Ringback.

3. In the On-Hold Settings section, select Play music from file loaded on

TalkSwitch See Figure 68.

4. Click the Load wav file... button. An information box displays the

required format for the digital audio file. This file must be 8 KHz, 8-bit, mono, µ-law and saved as .wav format.

If your desired digital audio file conforms to the required format, click Yes, or else click No to exit.

Memory can be expanded by adding TalkSwitch memory cards.

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Figure 63: Music file format

5. If you clicked Yes, the Load Audio File window displays. Browse to the

location of the desired digital audio file, select the file and click on Open.

6. In Transfer Settings, seen in Figure 64 on page 66, select Music if you

want the caller to hear music instead of a ringback tone.

7. Save settings to the unit.

Set the volume for Music on Hold

TalkSwitch offers the ability to adjust the volume of music on hold playback. In On-Hold Settings, to increase or decrease the sound level, use the drop-down list for Playback volume for music file:

Figure 64: Volume adjustment

Transfer Settings

Decide if you would like your callers to hear ringing, music or double beep tones while they are being transferred.

If you connect a music source to the music jack but do not enable Music on Hold, the caller hears both music and beep sounds. When the callers make a selection at the auto attendant to go to extensions with call screening enabled, they will hear ringing and music.

TALKSWITCH CONFIGURATION 67

2.3 VOICEMAIL

This section deals with the internal voicemail system included in TalkSwitch. TalkSwitch provides three types of voicemail:

• Local The mailbox is associated with a local extension. By default, each local extension has its own voice mailbox.

• Remote The mailbox is associated with a remote extension, such as a mobile phone. These mailboxes must be assigned by the user at the extenion.

• General The general system mailboxes are for general use or group voicemail. They are not tied to any specific extension.

2.3.1 Mailbox options

Local, remote, and general voice mailboxes can be configured the same way.

The following procedure describes the setup of local extension voicemail. You can use the same steps for setting up remote and general voicemail.

1. Open your TalkSwitch configuration software.

2. Select Voicemail -> Local Ext. Voicemail.

3. Click Activate as mailbox <ext>.

4. You can use this option to relay information. If you want to prevent callers from leaving messages, select Activate as announcement <ext> from the drop-down list. Callers hear an announcement. During the announcement, callers can dial 0 or to get back to the auto attendant before getting disconnected.

5. In the Mail Box Options section, select one of the actions to perform when a caller presses 0 during mode 1 or during mode 2. The action options are the same for the different modes.

Under remote extensions, make sure that the remote extension has been enabled, otherwise you cannot activate its mailbox.

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Figure 65: Mailbox and mode configuration Load Greeting (button)

You can load a pre-recorded voicemail greeting from your PC to TalkSwitch. The file must be an 8KHz, 8-bit, mono, µ-law .wav file.

2.3.2 Voicemail notification

2.3.2.1 Dialed notification

Voicemail Notification Settings section

Under the Dialed Notification tab, choose the process by which you want to be notified — Remote Phone or Pager, or both.

Remote Phone

If you want to be notified at another location when new messages arrive, use remote phone notification.

1. Click the checkbox next to Remote Phone.

If you require additional memory for voicemail and auto attendants, memory cards can be purchased from www.talkswitch.com or from your local reseller. For details on how to use voicemail, see 3.8 Using the voicemail system on page 138.

TALKSWITCH CONFIGURATION 69

2. Enter the remote phone number as it would normally be dialed from where the unit is located.

Example: If your remote phone number is 905-555-1111 and you dial 905-555-1111 to call your phone locally, you would enter 905-555-1111 as the remote phone number.

Figure 66: Dialed Notification

Notification Settings (button) Click on the Notification Settings button and choose one of the two options to handle notification calls.

Figure 67: Notification settings

1. Perform the notification process once: When the unit detects the call was answered, it will play the notification message once only, then discontinue any attempts to re-connect.

2. The unit continues to re-connect until the recipient presses or and considers the notification attempt successful if the person at the remote phone presses to skip listening to messages or to accept the call and listen to messages.

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This option is useful for cell phones where the cell phone company plays a “subscriber not available” message instead of a busy tone. Once the cell phone is answered, TalkSwitch prompts you to respond to the incoming voicemail with or .

1. Click the checkbox next to Pager if you want to be notified by pager

when new messages arrive.

2. Enter the pager number as you would normally dial it from your

TalkSwitch location.

3. Enter the numeric message to be displayed on the pager.

Configure Notification Options (button) Define how TalkSwitch dials out of your office when notifying you of a voicemail. If the first connection is not successful, determine the number of times TalkSwitch continues to attempt the connection.

When you choose to be notified by pager and remote phone, TalkSwitch ensures that both locations have been contacted before finishing the notification process.

Figure 68: Configure notification options

Dial notification phone number using:

Select the hunt group you want to use for the remote phone and pager notification calls. You can also adjust the number of rings before it aborts the attempt and follows the parameters listed in the next section.

If attempt unsuccessful, try again: These parameters control how many times TalkSwitch tries to notify the remote phone or pager before it aborts the notification attempt. You can specify the time interval between attempts.

TALKSWITCH CONFIGURATION 71

2.3.2.2 Message waiting light

You can set a message waiting light to indicate when a message has been received by an extension. Select the local extensions in your system where you want the light to flash when a message arrives. You can configure this feature for each mailbox.

1. Click on the Message Waiting Light tab.

2. Click Edit to select the extensions to notify when new messages arrive in a mailbox. The Voicemail Extension Indicators window opens. By default, the message waiting light turns on at the extension associated with a local mailbox when a message is received.

3. Click the checkbox next to the extensions to notify when new messages arrive in a mailbox.

4. Click on OK when done.

Figure 69: Extension indicators

2.3.2.3 E-mail notification

Voicemail notification and messages can also be forwarded to any e-mail account with or without an audio file of the message. If you configure the unit to send the voicemail message, you do not need to call to pick up voicemail. Notifications include caller ID data.

You can use up to 250 e-mail addresses. You can assign up to 4 e-mail addresses for notification to each mailbox.

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Example 1: 1 unit: 8 local extensions (can be a combination of analog and IP), 10 remote extensions and 10 general mailboxes with 4 e-mail notification addresses each (28 x 4 e-mails = 112).

Example 2: 4 units on a LAN: 32 local extensions, 40 remote extensions and 10 general mailboxes. How many unique e-mail addresses can be assigned to each mailbox? TalkSwitch has a limit of 250 e-mail addresses. This provides an average of 3 unique e-mail addresses per mailbox: 250/82 mailboxes = 3 e-mails/mailbox.

1. Click on the E-mail Notification tab.

Figure 70: E-mail notification tab

2. Click the checkbox next to Enable e-mail notification.

3. Click Edit to add or modify or remove e-mail addresses.

Figure 71: Add, remove or modify e-mail addresses

Certain e-mail addresses may apply to more than one mailbox (e.g. sales@abccompany.com).

TALKSWITCH CONFIGURATION 73

To add an e-mail address:

1. Click Add.

2. Enter the name of the recipient of the e-mail notification.

3. Enter the e-mail address of the recipient of the e-mail notification.

4. Click one of the radio buttons next to Attachment.

a) Yes — The entire voicemail message gets attached to the e-mail as a

sound file in .wav format.

b) No — The e-mail includes notification information, but there is no

file attached.

5. Click OK.

Figure 72: Enter name and e-mail address

Example of an e-mail notification:

New message from Joe Smith (555-1234)

The body of the e-mail reads: _______________________________________ Voice Mailbox 111 New message from Joe Smith (555-1234) Received: Monday, April 5 at 5:45pm Length: 23 seconds

Total un-reviewed messages: 13 Total saved messages: 2 ______________________________________

To modify an e-mail address:

1. Select the address you wish to modify.

2. Click Modify. Modify the entries as needed following steps 2–5 above.

To remove an e-mail address:

1. Select the address you wish to remove and click Remove.

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Make sure you configure the E-mail Server Settings under Voicemail -> Global Settings. For more information, see 2.3.3 Global Settings.

2.3.3 Global Settings

Figure 73: Global Settings

These settings allow you to fine-tune your voicemail system. Any changes made to Global Settings affect all system voice mailboxes.

1. Select Voicemail -> Global Settings.

E-mail Server Settings section

Figure 74: E-mail server settings

In order to send e-mail notifications, the system must be programmed with e-mail account information from your Internet Service Provider (ISP) or administrator.

TALKSWITCH CONFIGURATION 75

2. Enter the name of your Outgoing e-mail server (SMTP).

Example: mail.mymailserver.com

3. Enter an e-mail address in the From E-mail address field. When e-mail notifications arrive from the system, this e-mail address will show up in the From field.

4. Enter an e-mail address in the Reply E-mail address field if you want responses to be handled by someone like an administrator. Example: administrator@companyABC.com. If you leave the field empty, the system will use the e-mail address entered in the From field.

5. Click More Settings to enter the parameters for server authentication.

Figure 75: More e-mail settings

6. If you wish to verify your settings, click Test Account Settings.

Figure 76: Test account settings

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Global Message Waiting Indicator

Click the checkbox next to Global Message Waiting Indicator if you would like the Power/Data light on the TalkSwitch unit to flash when you have voicemail in any TalkSwitch voice mailbox.

Mailbox Settings section

Next to When listening to voicemail messages always start with, select newest message (default) or oldest message to play first.

Next to When pager/remote phone notification of new messages is activated, notify the pager/remote phone after receiving, select every new message or only 1st new message.

For the Maximum recording length option, select any duration between 1 and 8 minutes. The default setting is 2 minutes.

Click the checkbox next to Remove blank and hang-up messages automatically, if you want to delete blank messages (callers hang up when they reach your voicemail). If you have the caller ID service from your telephone company and choose to keep the messages, you will be able to check the caller’s number when they leave a blank message.

2.3.3.1 Voicemail manager

The two options, View Mailbox Data and Reset Mailboxes, in the Voicemail Management section of the Global Settings window are also available under

the main menu bar: Tools -> Voicemail Manager...

Figure 77: Voicemail manager

View Mailbox Data (button) in the Global Settings window, or View Status (button) in the Voicemail Manager window:

View the details for each voice mailbox and announcement followed by a summary to manage the voicemail resources of the system.

TALKSWITCH CONFIGURATION 77

Figure 78: Mailbox data

Reset Mailboxes (button) All greetings, messages and settings for the selected mailbox(es) can be reset.

Figure 79: Reset Mailboxes

If you need to delete a password for a particular voice mailbox (i.e. a user has forgotten the password):

1. Tools -> Voicemail Manager (main menu).

2. Click the Delete Password... button

3. Select the mailbox from the Delete password for mailbox: drop-down list.

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Figure 80: Delete the password of a voice mailbox

4. Click OK.

2.4 CALL HANDLING

2.4.1 Modes

You may want the unit to handle calls differently depending on the time of the day, the day of the week or on holidays. These configurations are called Modes. You can configure all aspects of call handling (i.e. call cascade and auto attendants) differently for each mode. Define when you would like the unit to switch modes and name the modes to suit your environment.

1. Select Call Handling -> Modes.

2. Create a name for Mode 1 and Mode 2. Here, we have named them

Business Hours and After Hours. See Figure 81 on page 79.

3. Click the checkbox next to Use Automatic Mode Switching if you want the

modes to switch automatically.

4. Set the day and time when you would like the modes to change. You can

click Monday through Sunday and create unique settings for each day.

5. To use manual mode switching, change the modes at any local extension.

Switch modes manually using telephone touchtone commands.

1. Dial or 55 on a IP phone to enter command mode. Enter your

password if required.

2. Dial any of the following commands and press to confirm. 30 TalkSwitch tells you what mode it is currently using. 31 Change TalkSwitch to mode 1. 32 Change TalkSwitch to mode 2. 33 Change TalkSwitch to holiday mode.

Warning: The mode will not change if you are logged into the configuration software tool at the time of the scheduled mode switch.

TALKSWITCH CONFIGURATION 79

Figure 81: Modes

To set holiday mode:

3. Click the checkbox next to Enable Holiday Mode.

4. Click Settings.

a) Select the country in the drop-down list next to Populate calendar

with holidays observed in. See Figure 82 on page 79.

a) Select any date in the calendar.

a) Click Add >>.

a) Repeat b) and c) until all required holidays are listed.

a) Select the mode to Use for Call Cascade settings and click OK.

Figure 82: Holiday mode

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You can choose how incoming calls to any TalkSwitch extension are routed during Holiday Mode. Use the menu to select whether a call on a holiday will follow an extension‘s Mode 1 or Mode 2 call cascade (routing) settings. For example, if Mode 2 is used when the office is closed, you could choose to use Mode 2 call cascade for all extensions during holidays.

2.4.2 Auto attendant

TalkSwitch handles inbound calls with an auto attendant. Auto attendants answer all incoming calls, play a recorded message and route callers to their requested extensions.

If the receptionist is away from the desk, or if you do not have a receptionist, an auto attendant responds and gives callers options. Calls cannot follow an extension‘s call cascade sequence until an auto attendant has answered or the caller has been manually transferred.

TalkSwitch has nine auto attendants. They can be used together to create powerful call routing options.

Callers can dial local extensions, remote extensions, extension ring groups (300-309), voicemail to leave and retrieve messages, access call back/ call bridge and enter command mode to make changes to the system configuration from the handset.

400 series mailboxes can be dialed at the auto attendant without pressing first. This is useful for providing virtual extensions associated with a mailbox for telecommuters or other part-time staff.

2.4.2.1 Adding/configuring an auto attendant

Follow the steps below to set up an auto attendant to answer all incoming calls, play your recorded message and enable callers to dial their party‘s extension or dial 0 for a receptionist.

1. Open the TalkSwitch configuration software, if not already open.

2. Select Call Handling -> Auto Attendant.

3. Select Auto Attendant 1 and type a name into the Auto Attendant Name field. You can configure and name 2–9 later.

4. Follow these settings as shown in Figure 85. Set up your receptionist at extension 114. If you have other settings, enter the appropriate values for your office.

TALKSWITCH CONFIGURATION 81

Figure 83: Configuring auto attendant

5. Callers who don‘t have a touchtone phone can be routed to the

receptionist at extension 114.

6. Set the time from the drop-down list After the auto Attendant has

finished playing and no selection has been made within (0–30 sec.).

7. Select go to local ext. and select 114 from the drop-down lists.

You can record the other 8 auto attendants. The total combined recording time is 30 minutes. The 30 minutes are shared with voicemail. You can expand the built-in memory up to 9 hours using a TalkSwitch memory card.

Extension 114 should be used as the receptionist because it is the extension that works during a power failure.

When two or more units are networked (48-CA/CVA models only), they share the same 9 auto attendants. When an auto attendant message is recorded on any TalkSwitch unit, it is automatically copied to all the other units on the same LAN. This feature helps reduce network traffic and allows the system to continue functioning even if a unit loses power or is disconnected from the LAN.

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2.4.2.2 Record, play or erase auto attendant messages

You can record an auto attendant from any local extension or remote phone using touchtone commands.

1. Pick up a local extension or dial into TalkSwitch from an external source. At the auto attendant:

2. Press to enter command mode.

3. Enter the administrator password if required.

4. Begin entering the touchtone commands listed below and follow the TalkSwitch instructions.

5. Press to confirm the entry before continuing with other commands or exiting command mode.

6. Press or hang up to exit.

Example: From the local extension, pick up the handset and press to enter command mode. If you want to record Auto Attendant 1, dial 4 1 and follow the prompt. Press 5 1 to listen to your recording. To record auto attendant 2, dial 4 2 and so on.

Record Instructions (button) Click this button to display a dialog box showing the instructions on how to record and play an auto attendant using a telephone. The unit adjusts the recording volume for optimal recordings.

Figure 84: Recording instructions

What should an auto attendant say?

“Welcome to the ABC company. If you know your party‘s 3-digit extension you may dial it now. To reach our receptionist, press 0 or stay on the line.“

TALKSWITCH CONFIGURATION 83

Load Auto Attendant (button) Click this button to display a dialog box with instructions on how to load an auto attendant using a pre-recorded .wav file. If you want to have auto attendants professionally recorded, make sure to specify that the files have to be 8KHz, 8bit, mono, and saved as a µ-law format .wav file.

Figure 85: Audio file format

Erase Instructions (button) Click this button to display a dialog box showing the instructions on how to erase an auto attendant using a telephone. It is a good idea to erase unused auto attendants. They share the memory with voicemail.

Figure 86: Erase auto attendant

Failure to record an auto attendant will cause your office phone to answer with no message. The caller will hear silence and might assume that the call did not get connected.

With the use of a memory card you can extend the time for voicemail and auto attendant recordings to up to 9 hours.

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Figure 87: View auto attendant time usage

2.4.2.3 Select routing options for each auto attendant

The caller can select the single-digit options 0, 1, 2, 3, 4 or 5.

If the caller selects 0 then: The 0 option is used to direct callers to a receptionist. You may want to configure this option to ring a local extension. For an After Hours auto attendant, use this option to forward calls to a remote extension for emergency purposes or direct callers to a voice mailbox.

If the caller selects 1, 2, 3, 4 or 5 then:

TalkSwitch can perform one of several actions in the table below at the selected auto attendant.

perform no action If you don’t want to use a particular option,

set it to perform no action.

go to voice mailbox You can configure any single-digit option to

send a caller immediately to voicemail. Select the appropriate mailbox.

go to local extension You can provide a single-digit option to ring

a particular extension.

go to remote ext. You can provide a single-digit option to ring

a particular remote extension.

go to VoIP location Select a VoIP location in the 250-299 range and

TalkSwitch will forward the call automatically to the specified VoIP location.

View Auto Attendant Time Usage

To view the amount of time used by all auto attendants, go to the main menu:

Tools -> Memory Usage -> Auto Attendant.

You may have unused auto attendant messages. If you delete them, you can free up memory.

TALKSWITCH CONFIGURATION 85

2.4.2.4 Automatic fax detection

If a fax call is detected then:

TalkSwitch can automatically detect incoming faxes and route them to your fax machine. To do this, the auto attendant must answer all incoming calls and listen for the CNG tone emitted by the incoming fax call. If a CNG tone is detected within nine seconds, the call is identified as a fax. If no CNG tone is detected, the auto attendant will wait for the caller to dial the appropriate digits or hang up.

go to ring group You can provide a single-digit option to ring

an extension ring group.

go to auto attendant TalkSwitch can direct callers to multiple levels

of auto attendants. For example, you might want to use your main auto attendant to provide language options like “press 1 for English, 2 for Spanish.” In this example, you configure option 1 to go to auto attendant 2 (English version) and option 2 to go to auto attendant 3 (Spanish version).

queue at ring group This directs calls to a group of extensions and

keeps callers on hold until a member of the ring group is free to take the call.

play announcement You can set any unused voicemail to play

announcement only. Announcements are useful for providing directions, business hours and/or other information. Inform callers that they can press to return to the auto attendant or you can program a 0 option to route to any other extension or greeting.

go to directory If you want to enable callers to locate employee

extension numbers by last name, select this option.

By default, TalkSwitch waits 1.5 seconds after your caller enters a digit before following with another digit. If no other digit is received, TalkSwitch follows the action set for the single digit. This allows caller to use 1 for the auto attendant option and 111 as an extension number.

Some older fax machines do not emit a CNG tone and the auto attendant cannot detect them as an incoming fax. Also, if your auto attendant volume is set too high, or if your telephone lines are noisy, the auto attendant may not be able to detect the incoming CNG tone.

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If you do not want to use fax detection, have the unit perform no action.

If you want automatic fax detection, configure your incoming fax line to route faxes to extension 118. The default configuration assumes that your fax machine is attached to extension 118 (113 for units with four extension jacks).

2.4.2.5 No selection was made at the auto attendant

After the auto attendant has finished playing and no selection was made within a specified number of seconds, the unit can route the call to any extension including a fax machine, play an auto attendant or announcement, go to a voice mailbox, go to the dial-by-name directory, queue to a ring group or simply hang up.

2.4.2.6 Additional features at the auto attendant

The digits 6, 7, 8 and 9 are not available as programmable options. They are used for other system features.

If 6 is dialed

If you press 6 at the auto attendant, you are able to configure and use auto call back and prompted call back features. See 2.5 Call Back/Call

Bridge on page 98 for more details about configuring call back and 3.11.2 Using call back on page 145 for details on using call back.

If 7 is dialed

TalkSwitch uses 7 to precede PBX extensions of another Centrex or PBX system. If TalkSwitch is not connected to another system, 7 is inactive.

If 80–88, or 9 is dialed

If you press 80–88 or 9 at the auto attendant, you can access Call Bridge if it has been enabled. See 2.5 Call Back/Call Bridge on page 98 for more details about configuring call bridge and 3.11.1 Using call bridge on page 144 for details on using call bridge.

If you dial 6 at the auto attendant and Call Back is not enabled, TalkSwitch answers with the prompt: “I am sorry, there is no matching

entry for these digits”.

TALKSWITCH CONFIGURATION 87

2.4.3 Telephone Lines

This section describes how TalkSwitch handles incoming calls based on the incoming line and distinctive ring numbers.

Configure incoming calls during mode 1, 2 and holiday mode

Each incoming telephone line has to be set to answer incoming calls using one of the auto attendants. In this example, we will use Auto Attendant 1 and Mode 1 to answer all lines. If you are not using Mode 2 or Holiday Mode, you don‘t need to configure the settings for those modes.

Figure 88: Call handling telephone lines

1. Open the TalkSwitch configuration software.

2. Select Call Handling -> Telephone Lines.

3. Choose Line 1. Each additional line can be configured in succession,

following steps 5 and 6.

4. Select Business Hours.

5. From the drop-down menus, select Play auto attendant Switchboard and

immediately. This will pick up all incoming calls on Line 1 and play your recorded greeting.

6. Repeat the same setting for each of your incoming lines. Start at step 4

and choose Line 2 and apply steps 5 and 6.

7. Save settings to the unit.

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The other configuration options are described below.

Ring Extensions only (no auto attendant is played) If you don‘t want the auto attendant to answer calls on this line, select this option. All the local extensions are set to ring immediately during an inbound call by default. No call cascade actions (i.e. voicemail) can be performed if you select this option.

Select the local extensions you would like to ring. If you require certain extensions to ring in a sequence (i.e. one extension rings first, then another one on the second ring), click the Adjust Sequence button to configure.

Go to voice mailbox

If you do not want to use an auto attendant but want the call to go to a voice mailbox, select the appropriate mailbox. The caller always hears one more ring than the number of rings you select. TalkSwitch uses the first ring to determine the ring type and to support Caller ID information.

Adjust Sequence... (button) This section controls how the extensions will ring before the auto attendant answers the call.

• If you have chosen the auto attendant to answer calls immediately, this section does not require configuration and is grayed out.

• If the auto attendant is set to answer after 1 or more rings, configure when specific extensions ring before the auto attendant answers.

• If no auto attendant is selected to answer on the specified line, specify when particular extensions will ring up to 9 times. Remember that no calls go to voicemail unless you first have an auto attendant answer.

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

Remember: Callers are only directed according to settings for an auto attendant. Calls do not follow the call cascade settings of any of the local extensions programmed to ring before the auto attendant answers.

Talkswitch TALKSWITCH 48-CA/CVA, TALKSWITCH 48-CA, TALKSWITCH 48-CVA User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual