Table of Contents
Troubleshooting
Related Manuals for Talkswitch CT.TS005.001101.UK
Summary of Contents for Talkswitch CT.TS005.001101.UK
- Page 1 TA L K S W I TC H D O C U M E N TAT I O N USER GUIDE RELEASE 3.24 C T.T S 0 0 5 . 0 0 1 1 0 1 . U K F o r u s e i n U n i t e d K i n g d o m a n d I r e l a n d A N S W E R S W I T H I N T E L L I G E N C E ®...
- Page 2 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...
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Page 3: Important Safety Information
Surge protection devices are recommended in areas where lightning or power surges are likely to occur. Avoid using corded telephones during a lightning storm. There may be a risk of electric shock. Do not install a TalkSwitch system during an electrical storm. If your TalkSwitch was supplied with... - Page 4 PBX. TalkSwitch Usage The model of TalkSwitch you have purchased is designed and supplied to meet the technical standards for use in specific countries and for connection to the major telephone service providers in those countries. It is subject to regulatory certification and compliances as detailed in the appendices.
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Page 5: Table Of Contents
1.4.4.4 Connecting to TalkSwitch over IP ..... . . 8 1.5 Using 2 or more TalkSwitch units on a LAN ......8 1.5.1 Connecting 2 or more TalkSwitch units to a LAN . - Page 6 2.2 Running the TalkSwitch software ........
- Page 7 3.2.7 Using the TalkSwitch Call Waiting feature ..... . 93 3.2.8 Conference calling with TalkSwitch ......93 3.2.9 Making and receiving calls using VoIP .
- Page 8 G: TalkSwitch and Power Interruptions ........153...
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Page 9: Installation
TalkSwitch Start Guide • Warranty Card If any of these items are missing, please contact your TalkSwitch dealer. Note: The VoIP symbol indicates sections that only apply to VoIP enabled TalkSwitch units. We recommend that VoIP users read Chapter 5: VoIP Information. -
Page 10: Front Panel Lights
Quick Pulse Power/Data On Solid Flickering Pulsing Slowly Note: Lights for line 3 and line 4 apply to Talkswitch 48 models. For more details on line LED light error codes, see Appendix A: Help and Troubleshooting. Line 3 On Solid... -
Page 11: Back Panel
Flickering Quick Pulse 1.3 BACK PANEL Before you connect all your phones and lines to TalkSwitch, you may want to configure the unit. This minimizes the disruption time of your telephone lines during the system setup. See Chapter 2: Configuration. - Page 12 Works only with TalkSwitch Voicemail Expansion cards Note: The ‘PF’ box in between E4 and L1/L2 represents power failure support. In the event of a power failure or loss of power to TalkSwitch, Extension 114 is able to receive and make calls on Line 1.
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Page 13: Plugging Into The Back Panel
In cases where a telephone company’s ISDN BRA service is installed using an NTE with two analogue line “ab” ports, the TalkSwitch telephone lines can be connected to the NTE’s ab ports (Please check with your local telephone company). The use of 4-wire telephone cables to combine L1/L2 or L3/L4 wiring requires a special installation procedure and may not be compatible with some standard telephone sockets. -
Page 14: Connecting Extension Telephones And Other Devices
Connect your single-line analog telephone or fax machine to one of the TalkSwitch extension ports E1-E4 (all TalkSwitch models); E5-E8 (TalkSwitch 48 models only)) just as you would be plugging them into a standard telephone wall port. Attach an Internal or External Modem Plug the modem’s telephone cable into a TalkSwitch extension port. -
Page 15: Connecting Talkswitch To A Lan And/Or Pc
1.4.4.2 Connecting TalkSwitch to a PC using a USB cable If you have an available USB port and a USB cable, connect TalkSwitch to the PC using the USB cable (provided with 24 models). Make sure no other communications programs* are running the same time you are using the TalkSwitch configuration software.* They may include... -
Page 16: Connecting To Talkswitch Over Ip
If you are having problems communicating with TalkSwitch, please check the Chapter 6: Help and Troubleshooting. Note: Users of a TalkSwitch without a LAN port may skip the rest of this chapter and continue with Chapter 2: TalkSwitch Configuration. 1.4.4.4 Connecting to TalkSwitch over IP Ensure TalkSwitch is connected to a LAN with the supplied Category 5 cable. -
Page 17: Setting The Unit Id For The First Time
Connect up to four TalkSwitch units (2 are shown in this illustration) to the LAN switch or switched hub. Note: TalkSwitch unit enclosures are not designed for stacking. We recommend wall-mounting units in a horizontal row to maximize airflow and keep the units from overheating. -
Page 18: Changing The Unit Id
General 410-419 Mailboxes None of the Extension Ring Groups are affected They are global to the entire system. It doesn’t matter if there are one or four TalkSwitch units on a LAN, Unit ID 2 Unit ID 3 121-128 131-138... -
Page 19: Keep Track Of The Lines And Extensions
Unit ID. It simplifies matters when you need to add or remove extensions and lines. If the TalkSwitch units are located in a room away from the extensions and you need to identify the units, there is a utility in the configuration software that allows you to identify each unit by flashing the lights on the front panel. - Page 20 For example, all greetings, directory names and voicemail messages for extensions 121-128, 221-228 and mailboxes 420-429 are stored on the TalkSwitch with Unit ID 2. If a unit is completely filled with voicemail messages, new messages will not be stored on other units.
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Page 21: Install The Talkswitch Configuration Software
C H A P T E R 2 TA LKSW ITCH CO NFIGURATION 2.1 INSTALL THE TALKSWITCH CONFIGURATION SOFTWARE Insert the TalkSwitch CD into your CD drive. The Install program starts automatically. If you prefer to use Windows Explorer: Double-click the My Computer icon. -
Page 22: Running The Talkswitch Software
TalkSwitch is currently connected to the same network as your PC, the configuration software detects and retrieves the settings from TalkSwitch automatically. If TalkSwitch is not yet connected, or is connected via the USB or Serial port, the following screen displays with different configuration options. -
Page 23: System Configuration
3. Configuration Window: Displays configuration information and TalkSwitch image. 4. View System Information: Click this link to view each TalkSwitch unit’s MAC address, IP address, hardware version and firmware version. 5. Region: Indicates the region where TalkSwitch is intended to operate... -
Page 24: File Menu
File Menu Open... Opens existing configuration files from the PC. Default configuration files are included with the software. TalkSwitch backs up to a file called “LastSavedConfig.dat” every time you save settings to TalkSwitch. Save to Saves the current configuration to TalkSwitch. -
Page 25: Help Menu
Output 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 viewed/retrieved from a web browser. Defaults Select this option to reset the current page or the entire configuration back to defaults. -
Page 26: Configuration Considerations Connecting
When two or more units are connected to a LAN and are set up for network use, you can configure all the connected units via the Serial or the USB port to one of the TalkSwitch units, or to a PC connected to the same LAN as the TalkSwitch units. -
Page 27: Administration
2.3.3.1 Administration This screen allows you to assign a System name and Administrator password for TalkSwitch. The Administrator password gives access to all configuration options. The password that is entered is used at configuration start-up and throughout Touch Tone configuration. -
Page 28: Ip Configuration
This section applies to models with a LAN port when VoIP or remote configuration will be used. There are two methods of configuring the IP settings: automatic and manual. Configure TalkSwitch IP settings: Click on System information (to expand) Click IP Configuration. - Page 29 If you have a DHCP (Dynamic Host Configuration Protocol) server and your TalkSwitch unit(s) is (are) connected to the LAN, all fields are filled with the correct information. Public WAN IP Address Type of public WAN IP address for Internet Connection: Select dynamic if your public IP address is a dynamic IP address from your Internet Service Provider (ISP).
- Page 30 ID (1-4). If you use a DHCP server, you need to reserve an IP address for each TalkSwitch unit. To reserve an IP address, you need the MAC address of each unit. See section 2.3.2.1 for details on checking the MAC address.
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Page 31: Voip Configuration
Public WAN IP Address (see previous section) 2.3.3.3 VoIP Configuration This section deals with configuring your TalkSwitch for VoIP. T A L K S W I T C H C O N F I G U R A T I O N... - Page 32 SIP Server location. To facilitate calls between TalkSwitch locations, we recommend that you use TalkSwitch location codes 250-299 as phone numbers for each of your VoIP numbers. Do not assign duplicate numbers between any two locations.
- Page 33 If this location is not the Registrar Server, enter the IP address or domain name associated to the Registrar Server. If a VoIP enabled TalkSwitch unit is acting as the Server, both, the Proxy Server Location and Registrar Server Location fields should have the same information.
- Page 34 VoIP numbers available for use with the TalkSwitch network: By default, there are no restrictions on VoIP number use between the TalkSwitch and Service Provider profiles. If you need to give priority of availability to calls being placed in/out of this location on the TalkSwitch VoIP network, select an upper limit for the number of lines.
- Page 35 In the “Service Provider Profile” tab A VoIP enabled TalkSwitch can register with VoIP service providers to support calls using their service. Check with TalkSwitch for the list of Service Providers that support TalkSwitch inter operability. Service Provider Name: Enter the name for your VoIP service provider. The name will be displayed elsewhere in the configuration software in areas related to VoIP service.
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Page 36: Pstn Analogue Telephone Lines
Note: If the units are networked, you need to configure the options for all the units. At the top of the window, select the tab for each TalkSwitch unit (labeled ‘TalkSwitch 1’, ‘TalkSwitch 2’, etc...) and follow the instructions below. - Page 37 In the “Phone numbers” section Click on Activate Line to enable the telephone line port. Enter the normal telephone number for the telephone line as the Main Number. If your are using a Distinctive Ringing service for alternative telephone numbers from your telephone service provider check either Distinctive Ring 1 or Distinctive Ring 2 as required and enter the matching telephone numbers.
- Page 38 TalkSwitch 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.
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Page 39: Voip Numbers
2.3.3.5 VoIP Numbers The VoIP enabled TalkSwitch unit supports 4 VoIP lines per unit. Up to 12 VoIP phone numbers can be assigned for each unit so that unique call handling scenarios can be configured for up to 12 numbers. For example, you might... -
Page 40: Line Hunt Groups
numbers can be dialed directly from any extension or Auto Attendant and are routed automatically via VoIP to the destination with the number assigned to one of its ports. Part of the role of an administrator is to keep track of all phone numbers assigned to each location to prevent duplicate numbers in multiple locations. -
Page 41: Automatic Route Selection And Toll Restriction
Group by checking the box next to the line. Note: If multiple TalkSwitch units are connected to the LAN, a check box is enabled, so that outbound calls always hunt the lines on the unit where the extension is connected. This minimizes network traffic between units. - Page 42 Configure Line Hunt Groups (also, see section 2.3.3.6) Ensure that the Line Hunt Groups are configured. In the TalkSwitch Configuration software, click System Information -> Line Hunt Groups. We recommend that each network service provider’s telephone lines or VoIP trunks are assigned to a separate line hunt group.
- Page 43 ‘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. •...
- Page 44 Select the desired Action (route to a specified line hunt group or block calls) from the corresponding pull-down list. Note: 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 in table shown above, the call is routed to a line hunt group or blocked according to the Action you selected.
- Page 45 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. • Open the TalkSwitch Configuration software. • Select System Information •...
- Page 46 Enter a 4–8 character numeric password. Telephone Line Three-Way Calling Services The use of the telephone company's three-way calling service is not recommended when ARS is used. The TalkSwitch ARS has no control over routing of calls through this feature. Call Detail Record Logging (CDR) You can retrieve the records generated by the calls that are made through the TalkSwitch system.
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Page 47: Fax Information
‘None’ . If you do not see your fax number in the list, make sure you have activated the appropriate line or Distinctive Ring number in the TalkSwitch Configuration software, under System Information -> Telephone Lines. -
Page 48: Local Extensions
Local Extensions Local Extensions are phones or devices connected to any of the extension ports at the back of TalkSwitch. See sections 1.3 and 1.4 for more details on connectivity. Note: If you have multiple units configured together on the same LAN, each unit has a separate tab at the top of the folder. - Page 49 Phone Type If you have a TalkSwitch phone set connected to this extension, then 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 and group paging over the speaker on the TS-200, TS-400 and TS-600 phones and message waiting counter.
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Page 50: Remote Extensions
Auto Attendant or transferred by someone in your office by dialing the Remote Extension number. There are 8 Remote Extensions available per TalkSwitch unit. Note: If a TalkSwitch has Unit ID 2, the Remote Extension numbers are 221–228. Unit ID 3 has remote extensions 231-238 and Unit ID 4 has 241-249. - Page 51 0–9, space, comma, dash, Connect using: Select the line Hunt Group that TalkSwitch will use to connect the Remote Extension. This is an advantage if you have an inexpensive long- distance plan set up for the lines in Hunt Group 84. You may want to use this Hunt Group for your long-distance Remote Extensions.
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Page 52: Extension Ring Groups
The callers are on hold at the Telephone Company and not at TalkSwitch. If you want callers to hear music while they are on hold for calls forwarded to Remote Extensions, do not use Same line Connect. It is best to experiment with different settings in order to decide what works best for your configuration. - Page 53 300 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.
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Page 54: On-Hold/Ringback
2. If you have a music source connected to the MUSIC port, select ‘Play music whose source is connected to the MUSIC port’ . 3. TalkSwitch can play a music-on-hold file once loaded on the system. This file must be in 8KHz, 8bit, mono, u-law format. You can convert MP3 and other file formats using a utility like Audio Converter or Ripper. -
Page 55: Voicemail
Obtain a 1/8” audio splitter available at most electronics stores. If you are using a.wav file loaded to TalkSwitch, no additional steps are necessary. The music file is copied to all units on the LAN. - Page 56 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. In the Voicemail Notification Settings section Under the Dialed Notification tab, set the manner in which you want to be notified when new messages arrive.
- Page 57 Configuration Notification Options (button) Define how TalkSwitch dials out of your office when notifying you of a voicemail. If the first connection is not successful, define the number of times and the intervals TalkSwitch continues to attempt the connection.
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Page 58: Remote Extension Voicemail
This feature works with FSK MWI message compatible telephone sets. Stuttered dial tone is also provided. 2.3.4.2 Remote Extension Voicemail Remote Extension voicemail is similar to the Local Extension voicemail. Ensure that the remote extension has been enabled so that you can activate its voicemail. -
Page 59: General Voicemail
2.3.4.3 General Voicemail General Voicemail is similar to both Local and Remote Extension Voicemail. These are generic mailboxes used for general purposes like messages for a sales team or a technical support group. Please refer to section 2.3.4.1 for information on the following. If a caller presses ‘0’: Go to voicemail box;... -
Page 60: Global Settings
2.3.4.4 Global Settings Any changes made to Global Settings affect all system voice mailboxes. Global Message Waiting Indicator This option is helpful if you use a limited number of voice mailboxes. When a new message is left in any active voice mailbox, the Power/Data light pulses very slowly to indicate that there is at least one new message in one of the mailboxes. -
Page 61: Call Handling
View Mailbox Data (button) View the details for each voice mailbox and announcement followed by a summary. This tool is useful for managing the voicemail resources of the system. Reset Mailboxes (button) Example: An employee has left the company and all greetings, messages and settings for a particular mailbox have to be reset. -
Page 62: Auto Attendant
To use the Automatic Mode Switching feature, activate it by clicking ‘Use Automatic Mode Switching’ . Set the start times for each mode. If you want TalkSwitch to change modes more than twice in one day, you can activate up to two extra mode changes. - Page 63 9 Auto Attendants. When an Auto Attendant message is recorded on any TalkSwitch unit, it is automatically copied to all the other TalkSwitch units on the same LAN. This feature helps reduce network traffic and allows any system to continue functioning even if another unit loses power or is disconnected from the LAN.
- Page 64 Recording Auto Attendants from an out-of-office phone 1. Dial into TalkSwitch and wait for the Auto Attendant message. 2. Once the Auto Attendant is playing, use the same keypad commands as listed above. If Password Protection is enabled, you are prompted for your password.
- Page 65 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 go to voice mailbox go to local extension go to remote ext.
- Page 66 ‘111‘ as an extension number. If a fax call is detected then: If TalkSwitch detects a fax call (identified by the CNG tones emitted from the fax), it can route it to a Local Extension. If you do not want to use fax detection, have TalkSwitch perform no action.
- Page 67 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 TalkSwitch is connected to another PBX system, see section 2.3.5.4 for more details.
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Page 68: Pstn Analogue Telephone Lines
On an incoming call during mode 1 or 2 Select a line to configure and select Mode 1 or Mode 2 where you want TalkSwitch to use these settings. If you entered the phone number in the Telephone Lines section under System Information, the number displays on the corresponding button. - Page 69 (i.e. one extension rings first, then another one on the 2nd ring), click the ‘Adjust Sequence’ button to configure. Note: 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.
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Page 70: Voip Numbers
VoIP calls. First, select a VoIP number to configure. Then select the appropriate mode for which you want TalkSwitch to use these settings. If you entered the phone number in the VoIP Numbers section under System Information, the number will appear on the corresponding button. -
Page 71: Local Extensions - Call Cascade
Descriptions for VoIP numbers and Telephone Lines (section 2.3.5.3/4) on the four features below are the same. Ring Extensions only (no Auto Attendant is played), Play Auto Attendant or, Go to Voice Mailbox. Adjust Sequence... (button) 2.3.5.5 Local Extensions — Call Cascade This section configures the incoming Call Cascade options for the Local Extensions. - Page 72 If a call is manually transferred to a Local Extension that is busy, TalkSwitch follows the Call Cascade options for that extension. There are 4 different ‘Call Cascade’ situations for Local Extensions. Busy (at extension); No answer (at extension); Answer (at extension, routing when a call is rejected) and Do not Disturb (when turned on at an extension).
- Page 73 • hang up. In the case you select ‘hang up’, TalkSwitch plays the following prompt: “I’m sorry, that extension is unavailable at this time. Please try again later.” 4. Do not Disturb — routing options when this extension has engaged the ‘Do not Disturb’...
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Page 74: Remote Extensions - Call Cascade
Note: In the Cascade sequence, only choosing an extension (Local, Remote or Ring Group) allows you to choose an option in the next selection. Any other selection is considered an end-of-call option. Note that the last selection in the Cascade sequence only allows the choice of an ‘end-of-call’... - Page 75 If you select ‘stay connected’, the Call Cascade options are grayed out. TalkSwitch can control forwarded calls when prompting is enabled. If you use one of the prompted methods for this Remote Extension, have Music on hold enabled and are not using 3-way calling to forward calls to this Remote Extension, the Call Cascade is seamless to the caller.
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Page 76: Extension Ring Groups - Call Cascade
Note: If a call is forwarded to a Remote Extension from a Call Cascade sequence and has ‘play caller’s name first’ or ‘play accept/reject prompt’ enabled, the Remote Extension hears “This is Call Cascade...” instead of “This is Call Forward...”. This indicates to you that the call is rejected and sends the caller to the next Call Cascade option of the extension that forwarded the call and not follow the Remote Extension’s ‘Answer at ext.’... -
Page 77: Call Back/Disa
• hang up. For more information on these features, see Chapter 3: Using TalkSwitch. 2. No Answer tab — routing options if this extension is not answered after x rings Select the number of rings and select one of the actions. The action drop down list is the same as for the Busy tab except that the option ‘play busy... - Page 78 We recommend that you change Administrator, DISA and Call Back passwords frequently. You can make a direct call to TalkSwitch, activate Call Bridge and enter the telephone number you want to dial. TalkSwitch dials the number from your office telephone or VoIP numbers and connects the two calls together (the call you made to TalkSwitch and the call TalkSwitch made from your office to the dialed party).
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Page 79: Auto Call Back
Prompted Call Back. Note: Prompted Call Back is not activated in the TalkSwitch configuration by default. You need to activate Prompted Call Back before you can use the feature. The Call Back out of the system to the number programmed always uses the same line that was dialed. - Page 80 The password option is designed to give you security and to restrict the use of this particular Call Back number. Enter a 4- to 8-digit password for the Call Back. When TalkSwitch calls you back, you are prompted for the password to accept Call Back.
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Page 81: Prompted Call Back
Note: There are 4 Auto Call Back accounts per TalkSwitch unit. If you need to record an Announced Message for a particular Auto Call Back account, it must be on the same TalkSwitch unit as the account. Note: If you need to configure and/or record an Announced Message from... - Page 82 Use Announced message: As described in the Auto Call Back (section 2.3.6.1), we recommend this option if the number TalkSwitch calls back is to a hotel or a location where a third party answers the call. The Announced message option allows you to record a message that plays when the call is initially answered during a Call Back.
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Page 83: Disa
Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the Prompted Call Back Announced Message: 1. Press to enter command mode. Enter the password if required. 2. Enter the appropriate command as listed below. After each command, press to confirm the entry. -
Page 84: Options
Audio Controls This section deals with the adjustment of volume and system gain controls. All the controls on this page update TalkSwitch in ‘real time’ . This allows you to adjust levels during a conversation without having to first save the configuration to TalkSwitch. - Page 85 If you need to adjust the volume of conversations through the system, you can adjust each line individually. The default settings compensate for loss created by TalkSwitch and a portion of the loss created by your lines. We recommend that you adjust the level for each line separately, as the characteristics of each line may vary.
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Page 86: Transfer Options
You can specify how transferred calls are handled if their target is a local extension, remote extension or ring group and if it is busy or doesn’t answer. You have the choice of TalkSwitch ringing back the extension that transferred the call or performing the “no answer” or “busy” action of the extension that the call was intended for. -
Page 87: Miscellaneous
Recall or Link action at a Local Extension. The default prefix is Example: You receive a call on a phone in your home that is not a TalkSwitch extension and you want to transfer the caller to Remote Extension 215. You dial , wait for the ‘double beep’, dial 215 and hang up. - Page 88 If being used with another PBX PBX extension length If TalkSwitch is used as an Auto Attendant with another PBX, you can set the number of digits the PBX uses for its extensions. This allows TalkSwitch to know what digits to pass on to the PBX to complete the transfer.
- Page 89 1. Connect the PBX extension to one of TalkSwitch’s Line ports. You may do this with all your TalkSwitch lines (1 PBX extension per line) depending upon how many Auto Attendant ports you would like on the PBX. 2. Configure incoming calls on your PBX to ring the extensions you have allocated to the TalkSwitch Lines.
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Page 90: Troubleshooting
2.3.7.4 Troubleshooting Do not change the following controls unless you are familiar with the effect they have on the TalkSwitch operation. If your system does not appear to be functioning properly, please contact your dealer for assistance. Recall (Flash) Lengths Recall or Flash is a timed disconnect of the telephone line to signal the PBX, or telephone network. - Page 91 Some telephone company 3-Way Calling/Conference services require different time allowances after the recall signal to re-establish dial tone. The default time is 2 seconds so TalkSwitch can let the lines settle after going off hook before sending the DTMF digits.
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Page 92: Troubleshooting - Advanced
Remote Extension (2xx), or Ring Group (3xx) as long as the second digit is pressed within 1.5 seconds of pressing the first digit. Callers can press 1, 2, 3, 4 or 5. When TalkSwitch detects no second digit after 1.5 seconds, it follows the programmed option for that Auto Attendant. - Page 93 When someone at the extension hangs up, the handset bounces slightly to cause a recall signal that can be seen by TalkSwitch before the hang up. As a result, TalkSwitch puts the line on hold. To help with this problem, increase this value till it stops the ringbacks.
- Page 94 TalkSwitch needs 4 ports for each TalkSwitch unit. RTP ports are evenly numbered from the start port (i.e. 6000, 6002, 6004 and 6006 are needed for the first TalkSwitch unit on a LAN and 6030, 6032, 6034 and 6036 are used for the fourth unit).
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Page 95: In The Office - Receiving Calls With Or Without The Auto Attendant
It will follow the instructions it was given in the configuration. For details on configuring Auto Attendants, see section 2.3.5.2. For details on configuring TalkSwitch to answer calls using Auto Attendants, see section 2.3.5. When calls are answered by an Auto Attendant, callers can dial any Local Extension (1xx), Remote Extension (2xx —... -
Page 96: In The Office - Making And Receiving Calls
TS-200, TS-400 or TS-600 phone sets. To place an intercom call to one of these sets, dial *84 + the local extension number (1xx) at the TalkSwitch dial tone. Place ‘out-of-office’ calls from a Local Extension... -
Page 97: Placing Calls On Hold At A Local Extension
Note: If you press the ‘Hold’ button on a regular phone, you are not able to access any of the TalkSwitch features while the caller is on hold. If you have Music on hold enabled, the caller does not hear music while on hold. -
Page 98: Call Park - Parking And Retrieving Callers
3.2.5 Call Park — Parking and retrieving callers Call Park is a feature for placing a call on hold and then retrieve it from any other Local Extension. TalkSwitch has 10 Park Orbits in all models (500–509). 3.2.5.1 Parking a caller To place a caller in the next available Park Orbit, press ‘recall’... -
Page 99: Parking A Caller Using Auto Park
3.2.5.4 Using Call Park with the Paging option If the External Paging option is enabled on TalkSwitch, you may choose to announce over the P.A. system (by pressing in a specific Park Orbit for a co-worker. For example: “Bob, please pick up 501.”... -
Page 100: Queuing Callers To An Extension Ring Group
If the call came from the Auto Attendant and the extension has no voice mailbox: “The extension you have reached is currently busy. If you wish to continue holding, please remain on the line and to return to the main menu, press .”... -
Page 101: Using The Talkswitch Call Waiting Feature
If the person at the extension does not want to take the new call, s/he can ignore the Call Waiting beeps and TalkSwitch directs the caller to the next level of the Call Cascade for that extension (i.e. send the caller to the associated voice mailbox). -
Page 102: Making And Receiving Calls Using Voip
Dialing ‘88’ at the internal dial tone tells TalkSwitch to hunt all voip numbers for an available line. In order to reach a remote location, a VoIP phone number has to be assigned to the VoIP number you intend to call. -
Page 103: Using Phones Connected In Parallel To Talkswitch
3.2.10 Using Phones connected in parallel to TalkSwitch Phones connected in parallel (not connected to TalkSwitch but connected to the same line) with TalkSwitch always ring at least once before TalkSwitch starts ringing its extensions or the Auto Attendant answers the call. -
Page 104: Modems And Telephone Line Access
When a phone in parallel with TalkSwitch is off-hook, you notice that the corresponding line light flickers to indicate the line is busy. TalkSwitch does not allow extensions to interfere on a call that has the line in use. Note: You can change the Transfer Prefix to if the default prefix conflicts with another device or service. -
Page 105: Out Of The Office - Receiving Calls Through Call Forwarding
3. Dial and mailbox number to transfer a caller to a voice mailbox. If the system is configured in the TalkSwitch Configuration software under Options -> Transfer Options in the Remote Transfer section to Perform a blind transfer, the system plays the prompt “Call Transferred. Goodbye.” and hangs up after the extension or mailbox is dialed. -
Page 106: Screening Options For Forwarded Calls
When ‘play caller’s name first’ is configured in the ‘Answer at ext.’ Call Cascade option, TalkSwitch plays a pre-recorded prompt to callers asking them to record their name at the sound of the tone. TalkSwitch asks the caller to hold and dials the call forwarding telephone number. When you answer the forwarded call, TalkSwitch plays a pre-recorded prompt that identifies the call as forwarded (“This is Call Forward, you have a call... -
Page 107: Calls Over Voip With Sip Phones And Gateways
Each TalkSwitch unit comes with approximately 30 minutes of voicemail recording capacity (shared with Auto Attendant greetings). This capacity can be increased by adding TalkSwitch memory cards. You can add 1, 2, 4.5, or 9 hours of storage to each unit. Contact your TalkSwitch dealer to purchase memory cards. -
Page 108: Activating Voicemail Boxes
3.4.2 Retrieving messages/Accessing a voice mailbox When a new message is left in a Local Extension mailbox, TalkSwitch plays a stutter dial tone to that extension when the handset is picked up. It can light up the message waiting light on the phone if the phone supports FSK Message Waiting Indicator. - Page 109 Listen to messages (press 1) If there are messages in your mailbox, press 1 to access them. TalkSwitch always starts with new messages before it plays back any older messages. You can perform the following actions during or after the message.
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Page 110: Pager And Cell Phone Notification
Dial Back up one level Dial Skip to next message – This leaves new messages as new. Change greeting options (press 2) This allows you to record a new personal voicemail greeting. The default greeting is: “The extension you have reached is unavailable at this time. Please leave a message after the tone”. -
Page 111: Music On Hold
MUSIC port or from a .wav file (8 KHz, 8 bit, mono, u-law, wav format) stored internally on the unit(s). When a .wav file is loaded on the TalkSwitch units, the file is duplicated to all units on the LAN for redundancy in case the LAN goes down or a particular unit is unavailable. -
Page 112: Out Of The Office - Making Calls With Call Back And Disa (Call Bridge)
This is especially useful when you are out of the office with your cell phone and need to dial a long-distance number. To avoid long-distance cell rates, all you need to do is make the local call to TalkSwitch to access Call Bridge and make the long-distance call, accessing your office savings plan. -
Page 113: Using Call Back
For long distance calls, do not forget to include the ‘1’, country code, and area code. 3.7.2 Using Call Back The Call Back feature allows you to initiate TalkSwitch to call you at a specified telephone number. This gives you access to any of the following: •... - Page 114 Auto Attendant answers your call and then dial ‘6’ on the telephone keypad. If you have enabled password protection you are asked to supply your password. TalkSwitch then offers a series of prompts. You can enter 1 and hang up to initiate the Call Back, or, if you need to enter a new Prompted Call Back number, enter 2 to access the Prompted Call Back settings, then follow the prompts.
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Page 115: Upgrading The Talkswitch Software And Firmware
3.8 UPGRADING THE TALKSWITCH SOFTWARE AND FIRMWARE We are continually looking for ways to enhance your communications capabilities. When new features are added, we want TalkSwitch users to have immediate access to the update. TalkSwitch supports firmware updates for adding new features. You can easily update your TalkSwitch. - Page 116 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’s front panel show diagnostic indicators for the update.
- Page 117 3.21. Units do not operate properly if they are networked together with mismatched firmware versions. To confirm all units are properly loaded, select ‘View Details’ on the ‘About TalkSwitch’ page in the configuration software. See below. If the firmware update was unsuccessful, please follow the instructions through the update process again.
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Page 119: Enabling Call Detail Record (Cdr) Logging
TalkSwitch phone system. 4.1 ENABLING CALL DETAIL RECORD (CDR) LOGGING TalkSwitch can report the CDRs in “real-time” to a computer connected to the unit’s serial port, or log the CDRs in a file on the unit itself. 1. Connect TalkSwitch to your computer and open the TalkSwitch Configuration software. -
Page 120: Retrieving Data
You can access the CDR information through an HTTP interface. In a web browser’s Address Bar, enter the Box IP address of the TalkSwitch system. 1. In a web browser enter the TalkSwitch unit IP address followed by the forward slash and login.html Note: You can confirm the unit’s IP address from the... - Page 121 3. Click on the link for Call Detail Record (CDR) Management. 4. You may either right click on Download CDR to save the information to your PC or left click on the link to view the current information. Once the CDR file has been downloaded, you can clear the buffer/file by selecting the link under Clear CDR.
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Page 122: Serial Interface - Real Time To Serial Interface
1. Launch Hyper Terminal by clicking Start -> Programs -> Accessories -> Communications -> HyperTerminal. 2. A window pops up prompting for a connection name. Enter TalkSwitch, then click OK. Note: If you have not used Hyper Terminal before you will be prompted to set this program as a default telnet application and enter your area code. -
Page 123: Analyzing The Data
defaults, then click OK. 5. Click on Transfer -> Capture Text... 6. Select the appropriate directory and filename to save the data. Click Start. Note: It is recommended to stop the capturing of text periodically and restart saving it to a new file. This allows easier viewing and analyzing of information. - Page 124 Type Log# Event Date 12328 16/02/2006 12328 16/02/2006 12328 16/02/2006 12328 16/02/2006 12329 16/02/2006 12329 16/02/2006 14080 16/02/2006 15652 16/02/2006 Each column contains specific information related to the current state of the call. The following is a list of the columns with an explanation for each one: 1.
- Page 125 This includes Auto Attendants, Voicemail, extension ringing or queuing. ‘RCO‘ indicates that multiple extensions are ringing. Exxx = Connected to Extension xxx (xxx = 111-118, 121- 128, 131-138, 141-148) Axxx = Connected to Auto Attendant 00x (x= 1 to 9) Rxxx = Ringing at Extension xxx (xxx = 111-118, 121-128, 131-138, 141-148) Qxxx = Queued at Extension xxx...
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Page 127: Introduction To Voip
5.1 INTRODUCTION TO VOIP The TalkSwitch with VoIP lines is a hybrid PSTN/VoIP phone system. The addition of VoIP to the TalkSwitch product line adds the ability to use a broadband IP connection for voice calls. The VoIP enabled TalkSwitch can be used in many different applications. The most popular configurations are multi-branch, teleworker integration and service provider integration. -
Page 128: The Router/Nat/Firewall
It also supports DHCP, UPnP and VPN Pass Through. TalkSwitch uses UPnP (Universal Plug and Play) to automatically configure port forwarding VoIP ports, and receive updates whenever the WAN IP address changes so that it can properly update SIP messages. -
Page 129: The Local Area Network
(different subnets) successfully. Example: The Linksys BEFSR81 router has a built-in 8 port switch which is perfect for a LAN supporting both TalkSwitch units and computers. If you’re not certain whether your equipment is an Ethernet switch, contact the manufacturer. - Page 130 Can a firewall prevent VoIP calls from passing through? The purpose of a firewall is to control what kinds of traffic enter and leave your network. The VoIP enabled TalkSwitch is designed with embedded applications to help traverse firewalls properly. To allow VoIP calls to pass through your firewall, you may need to use the port forwarding feature on your firewall.
- Page 131 SIP just initiates, terminates and modifies sessions. TalkSwitch phone systems use the Appello® SIP Stack for VoIP communications. The Appello® SIP Stack was developed by TalkSwitch — a division of Centrepoint Technologies Inc. What is a VPN? Can a VPN help me to carry data securely over the Internet? VPN stands for Virtual Private Network.
- Page 132 The VoIP device must substitute the private IP address information with the proper external IP address/port in the mapping chosen by the underlying NAT to communicate with a particular public peer address/port. TalkSwitch can automatically check for the current public IP address and substitute the private IP address with the public address so that VoIP traffic is properly routed through the NAT.
- Page 133 Server so that calls can be directed to your location. When you initiate a VoIP call, your device (TalkSwitch, gateway or phone) will contact the TalkSwitch that is configured as the SIP Server to obtain the contact information for the destination you are trying to reach. Once the information is received, the call is established directly between your location and the destination.
- Page 134 DSL modem usually results in the assignment of a new IP address. TalkSwitch has technology that helps keep this information up to date so that the system can function properly after an IP address change has been detected and updated.
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Page 135: A: Help And Troubleshooting
HELP AND TROUBLES HOOTING If you are having problems with the configuration or operation of TalkSwitch, please check this section. If you don’t find the solution to your problem here, try checking the FAQ section located in the Support area at our website: http://global.talkswitch.com. -
Page 136: Troubleshooting
Diagnostic codes for the lights flashing on the front panel of TalkSwitch All line lights flashing simultaneously: The Unit ID of this TalkSwitch is in conflict with another TalkSwitch unit on the same LAN. Make sure you assign a different Unit ID to each TalkSwitch unit. See section 2.5.3 for more information on changing a unit ID. - Page 137 TalkSwitch. It will do a file system check and fix any problems encountered. If this does not resolve the problem, contact your TalkSwitch dealer. Line 1 and 4 lights flashing simultaneously: There is a voice mailbox error. To fix the problem, reboot TalkSwitch.
- Page 138 • Check the mode TalkSwitch is currently running. It is possible that you are in Mode 2 and have not configured TalkSwitch properly for this mode. Check what you have programmed for Mode 2 in the Telephone Lines section of the TalkSwitch software under ‘Call Handling’ .
- Page 139 This is a problem for those TalkSwitch users who wish to have their Local Extensions ring before the Auto Attendant picks up incoming calls. • Check the ‘Extensions to ring’ column in the Telephone Lines tab in the ‘Call Handling’ folder. The number of rings may be set too low.
- Page 140 . • Not all fax machines emit a CNG tone that TalkSwitch can detect and route. Therefore, it is wise to consider incorporating an additional method of fax routing. This may include the use of a distinctive ring number or giving the caller the option to select the fax extension.
- Page 141 Some telephones require more voltage in order to ring. These phones are usually the older ‘Bell’ phones that have mechanical ringers. These phones are too much of a load for TalkSwitch and should not be used as an extension. •...
- Page 142 Problem: After recording an Auto Attendant greeting, I can’t play it back. • After recording an Auto Attendant on one of the TalkSwitch units, it will then copy it to other TalkSwitch units on the LAN. During this process, you cannot listen to that particular Auto Attendant. Try again in a few minutes.
- Page 143 Proxy/Registrar server as your TalkSwitch, SIP gateway or SIP phone is registered with. • Check that TalkSwitch has all proper settings in the IP Configuration and VoIP Configuration pages • Contact TalkSwitch for help at Technical Support.
- Page 144 The cause of this problem is usually a result of a router being misconfigured with respect to port mappings. Ensure all required VoIP ports are mapped to your TalkSwitch unit. Also, ensure you use a static private IP address when connected to your router as this can also affect port mappings from the firewall/router.
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Page 145: B: Using Talkswitch With Telephone Company Calling Services
TE L E P H O N E COM P A NY CA LL I NG S E R VI CE S The TalkSwitch is compatible with some calling services offered by your local telephone company. Use of telephone company services may require subscription;... - Page 146 Three Way Calling/Conference This telephone company service allows a third party to join a call. This service is useful when used with the TalkSwitch “Same Line Connect” and Hunt Group 80 features to avoid using two telephone lines when two parties are on the PSTN –...
- Page 147 “Same Line Connect” feature of TalkSwitch. Application Notes – Telephone Company Services Remote Extensions – TalkSwitch Remote Extension feature is designed to work with major local telephone and mobile service providers. The feature may not function correctly with some telephone companies and mobile operators, especially international telephone numbers and mobile phones when roaming internationally.
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Page 149: C: Quick Commands And Touch-Tone Functions
Action TalkSwitch tells you the Unit ID of the unit you are connected Assign Unit ID 1 - 4 to TalkSwitch (x = 1 to 4) TalkSwitch tells you which mode it is currently using. Switch Modes (x = 1 or 2) - Page 150 Dials a Remote Exten- sion (associated with an external phone number). 250-299 Speed dial for VoIP calls. TalkSwitch will hunt the VoIP ports, go off hook then dial the digits entered. 300-309 Dials an Extension Ring Group. 10 in total for the entire system.
- Page 151 Dials into a local ext. 1x1-1x8 voice mailbox. 2x1-2x8 Dials into a remote ext. 4x0-4x9 voice mailbox. Dials into a general ext. voice mailbox. Internal voicemail 1x1-1x8 retrieval/access. 2x1-2x8 4x0-4x9 the mailbox associated to that extension. <recall>4 Completes a transfer and returns to internal dialtone.
- Page 152 <recall>6 Conference Call for 3 parties Toggles ‘Do Not Disturb’ at the current exten- 61/62 sion. Enables/Disables ‘Do Not Disturb’ at the cur- rent extension. Call Pick up — Exten- 7 and 1xx sion Specific <recall>7 Hold Retrieve — used for retrieving any calls placed on hold at that extension.
- Page 153 Dials Remote Extensions associated with an exter- nal phone number. x represents the Unit ID num- ber (1-4). 250-299 Speed dial for VoIP calls. TalkSwitch will hunt the VoIP ports, go off hook, then dial the digits entered. 300-309 Dials Extension Ring Groups — 10 in total for the entire system.
- Page 154 Enter Internal voicemail to leave a message or lis- 1x1-1x8 ten to an announcement. If you press 8 during the 2x1-2x8 greeting, you can access messages. x represents 4x0-4x9 the Unit ID number. 4x0-4x9 Callers can directly also dial 400 series mailboxes. Internal voicemail retrieval/access.
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Page 155: D: Regulatory Information
A P P E N D I X D RE GU LA TOR Y I N FO R M A TIO N Product Regulatory Information TalkSwitch complies with: • EN 60950-1:2001 “Information Technology Equipment - Safety”. • CISPR 22 "Information Technology Equipment - Radio Disturbance Characteristics", (Class B),... - Page 156 TalkSwitch models are intended for use in the following countries: Product Suffix Intended Markets Great Britain and Northern Ireland [GB], and the Republic of Ireland [EI] For Declaration of Conformity please contact local distributor (see: http://global.talkswitch.com) Disposal At the end of the product’s life, please ensure disposal is in compliance with local regulations for electrical and electronic waste.
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Page 157: E: Talkswitch One-Year Warranty
TalkSwitch shall not have any obligation to repair or replace product until the Customer returns defective product to TalkSwitch. Any replacement product may be either new or like-new, and may contain remanufactured parts, equivalent to new in performance. -
Page 158: Warranty Service
If you fail to provide proof of purchase, your reseller and TalkSwitch, a division of Centrepoint Technologies Inc. (“TalkSwitch”) will not be able to provide you with any kind of warranty service. To be eligible to obtain warranty service during the warranty period the Customer... -
Page 159: F: Specifications
A P P E N D I X F SPE CI F I CA T I O NS PSTN Analogue Telephone Line Interface: Line Type Line Impedance Ringing Detection Connector Type Caller ID Support Caller ID Alert Caller ID data Distinctive Ring Support Extension Interface Loop range... - Page 160 22.75 oz/0.645kg (models without LAN port), 31.21 oz/0.885kg (models with LAN port), 31.74 oz/0.9kg (VoIP enabled TalkSwitch) 20.31 oz/0.576kg T A L K S W I T C H U S E R G U I D E 1 • U K & I R E L A N D...
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Page 161: G: Talkswitch And Power Interruptions
• Local Extension, 114, 124, 134 and 144 can make or receive calls on Line 1 of their respective units. In the event of a power return, all TalkSwitch features and capabilities will be re-established. Mode Scheduling and Power Interruptions: When the power supply to TalkSwitch has been interrupted, TalkSwitch’s... - Page 162 Local Extension to enter command mode, then enter a password if required. Next, dial 30 then . TalkSwitch will report the current mode. 1 5 4 T A L K S W I T C H U S E R G U I D E • U K & I R E L A N D...
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Page 163: H: Copyright And Licensing Notices
TalkSwitch phone systems use the Appello® SIP stack for VoIP communications. The Appello® SIP stack was developed by TalkSwitch — a division of Centrepoint Technologies Inc. TalkSwitch and Appello are registered trademarks of Centrepoint Technologies Inc. - Page 164 this list of conditions and the following disclaimer. • Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. • Neither name of Intel Corporation nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.
- Page 165 D) Copyright © 1991-2, RSA Data Security, Inc. Created 1991. All rights reserved License to copy and use this software is granted provided that it is identified as the "RSA Data Security, Inc. MD5 Message-Digest Algorithm" in all material mentioning or referencing this software or this function. License is also granted to make and use derivative works provided that such works are identified as "derived from the RSA Data Security, Inc.
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Page 167: Glossary
‘sine waves’ . The telephone lines in your home are also designed to carry analogue signals (sine waves). TalkSwitch is an analogue device and will work with any other analogue device or telephone system. Auto Attendant Message TalkSwitch’s electronic... - Page 168 Tone used to indicate that the called party is busy. Call Back A TalkSwitch feature which, once activated, instructs TalkSwitch to call you back at a preset Out-of-Office telephone number. You can then access TalkSwitch’s DISA — Direct Inward System Access feature.
- Page 169 Connecting three or more parties together for one conversation. Configuration The way a system is setup. For TalkSwitch the configuration is the collection of values or options you have chosen for each of TalkSwitch’s features. Together, the settings for each...
- Page 170 — such as a second number for a fax machine. Each Distinctive Ring number has a different ringing cadence. The TalkSwitch can detect one, two, and three ring bursts per ringing cycle, and provide different call handling to incoming calls with each of these Distinctive Ringing cadences.
- Page 171 (extensions) to share a smaller number of telephone lines and have access to additional call handling benefits (call hold, intercom calling, etc.). TalkSwitch is a ‘mini’ or ‘micro’ PBX. Phone Load see Ringing Equivalency. Prompt Recorded instructions delivered by voice processing units.
- Page 172 Remote Extension A telephone or mobile number on the public network, that is setup as a virtual extension of the TalkSwitch. The Remote extension is assigned an extension number and provided with a voicemail box. Ringing Equivalency (Ringer Equivalency Number...
- Page 173 Tel Lines 1, 2, 3, or 4 A port or plug-in on the back panel of TalkSwitch which can accept a RJ-11 plug from either G L O S S A R Y A single line telephone cable...
- Page 174 TalkSwitch’s Remote Extensions are virtual extensions. Voicemail (Call Answer) A service provided by TalkSwitch or telephone companies which gives callers the opportunity to leave a message when your extension or telephone line is busy or unanswered. VoIP Voice over IP is a term used to...