Page 1 T A L K S W I T C H U S E R G U I D E TALKSWITCH 24-CA TALKSWITCH 48-CA/CVA RELEASE 4.0 C T.T S 0 0 5 . 0 0 1 1 0 2 F o r u s e i n...
Page 2: Copyright Information
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...
Page 3: Table Of Contents
1.7 Connect TalkSwitch to a network or a PC ......9...
Page 4 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.
Page 5 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 .
Page 6 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.
Page 7 5.4.1.2 Set the TalkSwitch public IP address ....163 5.4.2 Configure TalkSwitch Profile ....... . 164 5.4.2.1 TalkSwitch Profile .
Page 8 Appendix B: TalkSwitch and Telephone Company Calling Services ... 193 Appendix C: TalkSwitch and Power Interruptions ......197 Appendix D: Safety and Regulatory Information .
Page 9: 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.
Page 10: Single Unit Installation
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. V I I I T A L K S W I T C H US ER GU ID E • NO R TH AM ER ICA...
Page 11: Finding The Information 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.
Page 12: Guide Conventions
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.
Page 13: Chapter 1: Talkswitch Installation
TalkSwitch VoIP Network Configuration Guide Warranty card If any of these items are missing, please contact your TalkSwitch dealer 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.
Page 14: Configuration Software System Requirements
Line 1/Line 2 is ringing. Line 1/Line 2 caller is on hold. Line 1/Line 2 is engaged by a device that is sharing the line with TalkSwitch. TalkSwitch is powered on. The PC connected (via Serial or USB) to TalkSwitch is either sending or retrieving information from TalkSwitch.
Page 15: Unit Back Panel
Figure 3: TalkSwitch 48-CA/CVA 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.
Page 16 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.
Page 17: Installing The Configuration Software
Reconnect the USB cable to TalkSwitch after the configuration software is installed. 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.
Page 18 See Figure 3. You can install the update later from the folder C:\Program Files\TalkSwitch\TalkSwitch Configuration 4.00. The TalkSwitch configuration software must be closed in order to install the update. 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.
Page 19 The instructions on our website take precedence over any instructions in this user guide. The TalkSwitch firmware version number of each unit is listed in the System Information window. 1. Open the TalkSwitch configuration software if not already open.
Page 20: Initial Configuration
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.
Page 21: Connect Talkswitch To A Network Or A Pc
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.
Page 22: Usb Connection
5. Once connection has been established, the TalkSwitch System Configuration window opens. See Figure 30 on page 29. 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.
Page 23: Serial Connection
Hot Sync 2. Press the Power button on the front of your TalkSwitch and turn on your computer. T A L K S W I T C H I N S T A L L A T I O N Serial connectivity is an option if you do not have a free USB port.
Page 24: Internet Connection
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.
Page 25 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.
Page 26: File Connection
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.
Page 27: Connecting Devices
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.
Page 28: Connecting Incoming Telephone Lines
TalkSwitch before connecting it to your telephone lines and extension phones. 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.
Page 29: Connecting A Regular Single-Line Telephone
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.
Page 30: Connecting Regular Multi-Line Phones
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.
Page 31: Connecting Fax Machines
Figure 21: Dedicated fax line After installing TalkSwitch, the fax machine remains on its own dedicated line. All incoming telephone lines are shared by the remaining office phones.
Page 32 Figure 22: Distinctive ring 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 Advantages: This option does not require a second physical line for faxes.
Page 33: Connecting Devices To The Music Jack
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.
Page 34: Ethernet Switch
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.
Page 35: Setting Or Changing The Unit Id
When the front panel Data light is on solid, the units are ready for network use. 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.
Page 36: Keep Track Of The Lines And Extensions
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.
Page 37: Optimizing The System For Networked Use
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.
Page 38: Installing A Memory Card
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 ->...
Page 39: Upgrading Talkswitch Units
Figure 29: Top board and VoIP module upgrades for 24-CA to 48-CA 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.
Page 40: Verifying The Connections
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.
Page 41: Chapter 2: Talkswitch Configuration
TA LKSW ITCH CO NFIGURATION 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...
Page 42: File Menu
2.1.1.1 File Menu Open... Opens the existing configuration files from the PC. TalkSwitch backs up the configuration to a file called Configuration every time you save the settings. Save to Saves the current configuration to the TalkSwitch unit.
Page 43: Tools Menu
PC connected to a Serial port. Call Logging Store to file on TalkSwitch: TalkSwitch can store call detail Output 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.
Page 44: Configuration Navigation
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...
Page 45: Special Considerations When Connecting Multiple Units To A Lan
(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.
Page 46 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.
Page 47: System Information
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.
Page 48 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 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! To enter a new password: 1.
Page 49: Ip Configuration
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 2.2.2 IP Configuration TalkSwitch 48-CVA requires an IP address to function properly.
Page 50 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. T A L K S W I T C H US ER GU ID E • NO R TH AM ER ICA...
Page 51 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.
Page 52: Telephone Lines
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.
Page 53 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 T A L K S W I T C H C O N F I G U R A T I O N...
Page 54: Line Hunt Groups
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.
Page 55 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: Hunt Group 9: Hunt Group 81: Hunt Group 82: Hunt Group 83: Hunt Group 84: Hunt Group 88: 1.
Page 56: Automatic Route Selection And Toll Restriction
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.
Page 57 (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...
Page 58 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.
Page 59 1. Open the TalkSwitch configuration software. 2. Select System Information -> Local Extensions. 3. Click the Hunt Group Access button.
Page 60 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.
Page 61: Fax Information
Block Calls Block Calls 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.
Page 62: Dedicated Fax Line
Figure 47: Dedicated fax line After installing TalkSwitch, the fax machine remains on its own dedicated line. All incoming telephone lines are shared by the remaining office phones.
Page 63 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...
Page 64: Distinctive Ring Fax Detection
Distinctive Distinctive RIng 1 RIng 2 Figure 51: Distinctive ring with TalkSwitch 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...
Page 65: Automatic Fax Detection
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.
Page 66: Local Extensions
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.
Page 67 Figure 55: IP extension 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. Once the phone has been programmed with the extension number,...
Page 68 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.
Page 69 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 •...
Page 70: Remote Extensions
3. Click on a remote extension number, starting with 210. Add more numbers as needed. 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.
Page 71 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 ->...
Page 72 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.
Page 73: Extension Ring Groups
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.
Page 74 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.
Page 75: On-Hold/Ringback
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.
Page 76 .wav file loaded on the unit, the music file is copied to all units on the LAN. 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.
Page 77: 2Internal Audio File
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.
Page 78 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:...
Page 79: Voicemail
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.
Page 80: Voicemail Notification
For details on how to use voicemail, see 3.8 Using the voicemail system on page 138. 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.
Page 81 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.
Page 82 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.
Page 83: Message Waiting Light
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.
Page 84 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.
Page 85 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.
Page 86: Global Settings
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.
Page 87 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.
Page 88: Voicemail Manager
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.
Page 89 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.
Page 90: Call Handling
1. Dial password if required. 2. Dial any of the following commands and press 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.
Page 91 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.
Page 92: Auto Attendant
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...
Page 93 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. When two or more units are networked (48-CA/CVA models only), they share the same 9 auto attendants.
Page 94: Record, Play Or Erase Auto Attendant Messages
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.
Page 95 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 Failure to record an auto attendant will cause your office phone to answer with no message.
Page 96: Select Routing Options For Each Auto Attendant
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...
Page 97: Automatic Fax Detection
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.
Page 98: No Selection Was Made At The Auto Attendant
Using call back on page 145 for details on using call back. 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”.
Page 99: Telephone Lines
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.
Page 100 Adjust Sequence button to configure. 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.
Page 101: Voip Numbers
Information on page 155. 1. Select a VoIP number to configure. 2. Select the mode for which you want TalkSwitch to use these settings. If you entered the phone number in System Information -> VoIP Numbers, the number will display on the corresponding button.
Page 102: Call Cascade
2.4.5 Call Cascade 2.4.5.1 Local extensions The call cascade feature lets you control routing options for each call to local, remote or ring group extensions. This section shows how to configure the incoming call cascade options for the local extensions. The call cascade routing options are engaged if the extension is selected by the caller, or if a call is manually transferred to the extension.
Page 103 Figure 90: Local extension call cascade If a call is transferred manually to a local extension that is busy, TalkSwitch follows the call cascade options for that extension. There are four different call cascade situations for local extensions. 1. Busy 2.
Page 104 2. No Answer tab 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 play busy tone is replaced by keep ringing and there is no invoke Call Waiting and queue call.
Page 105: Remote Extensions
• play busy tone • hang up • go to VoIP location For more information on these features, see Using TalkSwitch on page 117. 2. No Answer tab — routing options if this extension is not answered after a specified number of rings...
Page 106 • go to VoIP location If you select stay connected, the call cascade options are grayed out. TalkSwitch can forwarded calls when prompting is enabled. If you use one of the prompted methods for this remote extension, enable Music on Hold and do not use 3-way calling to forward calls to this remote extension, the call cascade is seamless to the callers.
Page 107: Extension Ring Groups Call Cascade
2.4.5.3 Extension ring groups call cascade Extension ring groups — call cascade is similar to local and remote call cascade. For more information, see 2.4.5.1 Local extensions on page 90 and 2.4.5.2 Remote extensions on page 93. The call cascade routing options are engaged if the ring group is selected from the auto attendant or if a call was transferred manually to the ring group.
Page 108 • play busy tone (example, if a fax machine is at the extension) • hang up • go to VoIP location For more information on these features, see Using TalkSwitch on page 117. 2. No Answer tab — routing options if this extension is not answered after a specified number of rings Select the number of rings and select one of the actions.
Page 109: Call Cascade Examples
2.4.5.4 Call cascade examples If my extension is busy Figure 93: Example 1 — Extension busy If I am away from my desk Figure 94: Example 2 — Away from the desk Screening calls from a remote extension Figure 95: Example 3 — Screening calls T A L K S W I T C H C O N F I G U R A T I O N...
Page 110: Call Back/Call Bridge
VoIP number(s) and access your long-distance savings plan. You can make a direct call to TalkSwitch, activate call bridge and dial the telephone number you want. TalkSwitch dials the number from your office telephone or VoIP trunk and connects the call you made to TalkSwitch and the call TalkSwitch made from your office to the dialed party.
Page 111: Auto Call Back
Make sure there is no auto attendant configured to answer after less than 3 rings on this line. 3. Within less than 10 seconds, TalkSwitch will dial your auto call back number. When you pick up, your recorded message will play.
Page 112 Use Announced Message: 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.
Page 113 If you need to configure and/or record an announced message from a remote location and do not have the auto attendant set up to answer this call back line, you can call your call back number and let it ring 15 times. A generic auto attendant will answer.
Page 114: Prompted Call Back
If you require a dialing prefix or long-distance discounts, check the Use dialing prefix box and enter the prefix. 4. If you expect the call back from TalkSwitch to be answered by a receptionist before it gets to you, you can have the unit play a recorded announcement when someone answers the call back.
Page 115: Call Bridge
2.5.3 Call bridge Call bridge allows you to use the TalkSwitch phone lines to make outbound calls or transfers to local and remote office extensions. It gives you access to your office-based long-distance savings plan from anywhere around the world.
Page 116 (9 is default). 3. Enter the password and press Each TalkSwitch unit has four password activated call bridge accounts. 4. At this point, you can dial a number the same way as from the office. Each account can be configured to allow access to certain hunt groups when using call bridge.
Page 117: Options
2.6 OPTIONS 2.6.1 Permissions You can grant permissions to selected extensions to access outside lines. To add permissions for users: 1. Select Options -> Permissions. 2. Click in the checkboxes next to the extensions that are permitted access. 3. Click Add User... See Figure 105 on page 106 and Figure 106 on page 106.
Page 118 Figure 105: Add user 4. Select a user fron the list or enter the name of the user in the Name: field. 5. Assign a unique 4- to 8-digit access code in the Access Code: field. To remove a user from the permissions list: 1.
Page 119: Audio Controls
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.
Page 120: Transfer Options
This section allows you to choose which transfer prefix you would like to use to perform the action. The transfer prefix wakes up TalkSwitch and is considered the equivalent of the Flash or Link action at a local extension.
Page 121 215. You dial hang up. TalkSwitch now handles the call. Transfer and clear TalkSwitch has the ability to clear lines after a call has been transferred. Ensure you have this service/feature activated on your line(s). Check under System Information -> Telephone Lines.
Page 122: Miscellaneous
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 123 1. Connect the PBX extension to one of the TalkSwitch line jacks. 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.
Page 124: Troubleshooting
2.6.5 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. Figure 110: Troubleshooting...
Page 125 Some telephone company 3-way calling/conference services require different time allowances after the flash signal to re-establish a dial tone. The default time is two seconds, so TalkSwitch can let the lines settle after going off-hook before sending the DTMF digits.
Page 126: Troubleshooting - Advanced
Example: Calls keep being misdirected to extension 111. This usually indicates that, even though the caller may have dialed 113, TalkSwitch sees 1113 because the 1 was echoed by the cell phone network. Once TalkSwitch captures 3 digits, it ignores the rest, hence the digits 111 are accepted and the 3 is ignored.
Page 127 When someone at the extension hangs up, the handset bounces slightly to cause a flash 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 until it stops ringing back.
Page 128 TalkSwitch needs 4 ports for each TalkSwitch unit. RTP ports are evenly numbered from the start port. 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.
Page 129: In The Office - Receiving Calls With Or Without The Auto Attendant
• Go to a different auto attendant • Remain on the line to follow an action programmed for that auto attendant TalkSwitch owners and employees can access other options at the auto attendant: • Call back or call bridge • Retrieve voicemail •...
Page 130: Receiving Calls Without The Auto Attendant
All these features can be password-protected to avoid unauthorized access. TalkSwitch also provides the option of ringing specific extensions or ring groups prior to the engagement of an auto attendant. For details about configuring auto attendants, see 2.4.2 Auto attendant on page 80.
Page 131: Receiving Calls At A Local Extension
TS-80, TS-200, TS-400 or TS-600 phones. To place an intercom call to one of these phones, dial extension at the TalkSwitch dial tone. Place out-of-office calls from a local extension 1. Press 9 or 81–88 to choose a hunt group at the internal dial tone. This hunt group gives you access to an available line to dial out.
Page 132: Placing Calls On Hold At A Local Extension
If you press Hold on a regular, analog phone, you won’t be 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 133: Screened Transfer
happen: Default: The transferred call is handled according to the destination extension’s No Answer or Busy settings. Option: The call is transferred back to the transferring extension. The option can be altered under Options -> Transfer Options in the configuration software. 3.2.4.2 Screened transfer You can initiate a screened transfer from a local extension to another local extension, remote extension or extension ring group.
Page 134: Parking And Retrieving Calls At A Local Extension
3.2.6 Parking and retrieving calls at a local extension Call park is a feature for placing a call on hold and then retrieving it from another local extension. TalkSwitch has 10 park orbits (500–509). 3.2.6.1 Parking a call 1. Press Flash and (500–509).
Page 135: Using Call Park With The Paging Option
3.2.6.3 Using call park with the paging option If the external paging option is enabled on TalkSwitch, you may choose to announce a parked call over the PA system by pressing please pick up 501.”). This tells Mary that she can retrieve the parked call...
Page 136: Queuing Callers To An Extension Ring Group
“The extension you have reached is currently busy. If you wish to continue holding, please remain on the line. To leave a voicemail message, press one.” If the call was transferred from another extension and the extension has no voice mailbox and there is no auto attendant on this line with a main menu to return to: “The extension you have reached is currently busy.
Page 137: Conference Calling
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 138: In The Office - Making And Receiving Calls Using An Ip Phone
party. Dial 9 or another hunt group before dialing the second phone number unless you have Direct Line Access enabled. 3. When the call is answered, press Flash 6 to establish the 3-way call. The second method uses the telephone company’s 3-way calling/conference service.
Page 139: Receiving Calls At A Local Ip Extension
1. Dial 9 or 81–88 to choose a hunt group and dial the phone number. 2. Depending on your IP phone, press Dial, Send or You can set restrictions to specific hunt groups or block certain types of outbound calls. Your extension can also be configured to access a specific line directly.
Page 140: Hold And Transfer
5. To connect to the second caller, press Dial, Send or your phone. 6. Once you are finished with the second call or would like to return to the first caller, press Cancel (softkey). 3.3.3 Hold and transfer 3.3.3.1 Hold 1.
Page 141: Transfer From A Ip Extension To Any Outside Number
2. Dial the appropriate extension number. a) If the person at the receiving extension wishes to take the call, press Transfer or xfer to complete the transfer. Some IP phones may support hang-up transfer. Please check the documentation of the IP phone to see if it supports this feature.
Page 142: Call Park - Parking And Retrieving Callers
2. Press Dial or then 3.3.4.3 Using call park with the paging option If the external paging option is enabled on TalkSwitch, you can announce the call over the PA system by pressing enabled, dial specific park orbit for a co-worker.
Page 143: Using The Talkswitch Call Waiting Feature
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 144: Two Outside Callers And One Local Extension
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 want to call.
Page 145: Using Regular Or Ip Phones Connected In Parallel To Talkswitch
If you answer on a parallel-connected phone before the auto attendant engages, TalkSwitch takes no further action. If a call is answered on a parallel-connected phone after the auto attendant engages, you can turn off...
Page 146: 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.
Page 147: Out Of The Office - Receiving Calls With Call Forwarding (Analog And Ip)
(wait for dial tone). Because TalkSwitch CA and CVA units are digital systems, modem calls will only operate at a maximum speed of approximately 28 Kbps. 3.7 OUT OF THE OFFICE — RECEIVING CALLS WITH CALL FORWARDING (ANALOG AND IP) 3.7.1 Three ways to forward calls...
Page 148: Transferring Calls From A Remote Extension
When play caller’s name first is configured in the Answered 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 saying: “This is call...
Page 149: Calls Over Voip With Ip Phones And Gateways
TalkSwitch is waiting for the remote extension to accept the call. If a forwarded call is not answered or the line is busy, TalkSwitch performs the following, based on how the call was originally forwarded: • If the call was automatically forwarded, it follows the remote extension’s No Answer or Busy call cascade action.
Page 150: Using The Voicemail System
Once the phone or gateway is registered with the TalkSwitch IP server, calls are received directly from other registered gateways or through the system. 1. If the call is routed via TalkSwitch, you can transfer the caller dialing and any extension or voice mailbox.
Page 151: Retrieving Messages And Accessing A Voice Mailbox
Transferring a call to a voice mailbox does not apply to all IP phones. When a caller presses elapsed, TalkSwitch plays a prompt asking callers if they wish to keep the message, listen to the message or re-record the message. Callers can press 0 and the system directs the call according to the settings of that mailbox.
Page 152 Press 1 to listen to messages. TalkSwitch always starts with newest message before it plays the older ones. While the message is playing or after the message has finished, you can dial the following: b) Press 2 to change greeting options.
Page 153: Recording An Announcement On A Regular Or An Ip Phone
this time. Please leave a message after the tone”. Remember: While recording your greeting or announcement, callers can press to return to the auto attendant, if the call came from the auto attendant. When they are done recording, they can press options.
Page 154: Pager And Cell Phone Notification
(8 KHz, 8 bit, mono, u-law, .wav format) stored on the unit(s). When a sound file is loaded on one of the TalkSwitch units, it is duplicated to all units on the LAN.
Page 155: Mode Switching Options
If you have two or more units on a LAN, we recommend that you load a .wav file to the system of units. If you use an external music source, supply a music source to each TalkSwitch unit. 1/8" audio splitters are available at most electronics stores.
Page 156: Out Of The Office - Making Calls With Call Back And Call Bridge
You can make a call to TalkSwitch, access a telephone line connected to TalkSwitch and enter the number you want to dial. This is especially useful when you are out of the office with your cell phone and need to make a long-distance call.
Page 157: Using Call Back
For long-distance calls, include the 1, country code and area code. 3.11.2 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 the following: • Call bridge •...
Page 158 If required, enter your password. This option is used when you have a direct line to your call back telephone number. The Use Announced message option allows the call back from TalkSwitch to reach you when you are in a hotel or an office where calls are intercepted by a receptionist or switchboard operator.
Page 159: Chapter 4: Call Detail Record (Cdr) Logging
This chapter covers the setup and retrieval of records generated by calls through the phone system. The Store to File on TalkSwitch option is recommended for all units with LAN ports. The Real-time to Serial option is only available with units that have a serial port.
Page 160: Retrieving Data
6000 records may cover more than a month.When the CDR data is streaming real-time from the Serial port, there is no buffer limit and no file is generated on TalkSwitch. When a call event is completed, the record is sent through Serial port.
Page 161 Figure 114: Log in window Select System Information -> Administration in the TalkSwitch configuration software to find the username. 3. Click on the link Call Detail Record (CDR) Management. Figure 115: Initial CDR web interface 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.
Page 162: Serial Interface - Real-Time To Serial Port
TalkSwitch unit ID 1 with a serial cable. 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. Figure 118: Launching HyperTerminal 3.
Page 163 Figure 119: Connecting... 4. Set the bits per second to 57600 and click OK. All other values can be left at their defaults. Figure 120: COM1 properties 5. Click on Transfer -> Capture Text... Figure 121: Save your data 6. Select the directory and filename where you wish to save the data. 7.
Page 164: Analyzing The Data
4.3 ANALYZING THE DATA We recommend that you clear the text file immediately after it is downloaded. Restart saving data to a new file. This allows easier viewing and analyzing of the captured information. The data can be viewed either through the web interface or downloaded into a spreadsheet (e.g.
Page 165 state/event. 7. Connection — This column indicates where the call was for each event. 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)
Page 166 13. PIN or User Code — This column shows the user’s access code to dial out using a specific carrier. The data can be imported into any call management software or an Excel spreadsheet as a delimited text file. After the import, the data can be grouped and tallied based on the criteria set forth.
Page 167: Introduction To Voip
5.1 INTRODUCTION TO VOIP TalkSwitch units can be hybrid PSTN/VoIP phone systems. The addition of VoIP to the TalkSwitch product line adds the ability to use a broadband IP connection for voice calls. VoIP also enables the use of IP phones as extensions on your TalkSwitch system.
Page 168: Optimizing Your Ip Network For Voip
5.2 OPTIMIZING YOUR IP NETWORK FOR VOIP 5.2.1 The broadband connection Figure 122: Broadband Modem Internet or Private IP Network xDSL Cable Satellite etc. For optimal quality of VoIP calls on your system, we recommend that you subscribe to a high-speed broadband connection from your service provider. ‘Lite’...
Page 169: Connecting To A Lan And Ip Network
QoS, VoIP or prioritization. 5.2.3 Connecting to a LAN and IP network Ensure the TalkSwitch or gateway is connected to a Local Area Network (LAN), equipped with an Ethernet switch and router or to a router with an integrated switch.
Page 170: Confirm Router/Firewall Path For Voice Data
TalkSwitch. The following describes which ports to map toTalkSwitch: • To allow SIP Signaling data to be forwarded to TalkSwitch, firewall port 5060 must be mapped to the TalkSwitch unit known as the local proxy. By default, this is the lowest numbered TalkSwitch on a LAN. The IP configuration window of the TalkSwitch software indicates with an asterix which TalkSwitch unit is the local proxy.
Page 171: Setting Up A Voip Network
4. Configure TalkSwitch to make and manage VoIP calls. 5.3.1 Connect TalkSwitch or SIP-compatible gateways In order to create a VoIP network, a VoIP-equipped TalkSwitch or a VoIP compatible gateway, such as a Mediatrix® 2102, is required at each location.
Page 172: Select Which Talkswitch To Use As The Sip Network Server
SIP Server. 5.3.2.1 Which location and unit should be the SIP server? Any TalkSwitch unit on the network can be designed to be the SIP server. To simplify network operation and reliability, we recommend that you choose a location that has a static, rather than a dynamic public IP address.
Page 173: Assign Phone Numbers To Each Voip Location
5.3.3 Assign phone numbers to each VoIP location You can now assign phone numbers to locations in your VoIP network. Each TalkSwitch unit with VoIP lines can support up to 12 VoIP phone numbers. Unique call handling scenarios can be configured for each VoIP number.
Page 174: Voip Configuration
Each TalkSwitch system in a multi-location network must be configured with both local IP and public IP address information. These addresses are used to direct VoIP calls to the appropriate location. Each TalkSwitch unit in a system will have a different local IP address, and share a common public IP address.
Page 175: Set The Talkswitch Public Ip Address
IP address. If you are unsure which type you have, contact your Internet Service Provider. The following steps describe how to set the public IP address of a TalkSwitch system: 1. Specify the Type of Public WAN IP for Internet Connection by selecting either dynamic or static from the drop-down list.
Page 176: Configure Talkswitch Profile
DynDNS (visit http://www.dyndns.org/services/ dyndns). Check your router documentation to confirm which DDNS your router can support. Figure 128: IP Configuration 5.4.2 Configure TalkSwitch Profile 5.4.2.1 TalkSwitch Profile Select System Information -> VoIP Configuration Figure 129: TalkSwitch profile 1 6 4 T A L K S W I T C H US E R GU ID E •...
Page 177 A multi-location TalkSwitch system requires that one (and only one) unit be configured to act as the SIP server (Redirect Proxy/Registrar). For information on the SIP server, see 5.3.2 Select which TalkSwitch to use as the SIP network server on page 160.
Page 178 If TalkSwitch is being provisioned with a VoIP service provider, enter the outbound proxy associated with the service provider. Realm/Domain: If this location is the proxy/registrar, you can assign a realm/domain name for your network. (e.g. abccompany.com). The Realm/Domain field may be required when TalkSwitch is being provisioned with a VoIP service provider.
Page 179 The maximum number of VoIP numbers available is determined by how many lines are available (shared) with the TalkSwitch VoIP network. For business reasons, you might want make all lines available for incoming calls and restrict outgoing calls so that no incoming calls are getting missed.
Page 180: Service Provider Profile
5.4.2.2 Service Provider profile Service Provider Profile tab TalkSwitch CVA can register with VoIP service providers to make and receive calls using their service. Visit www.talkswitch.com/support to access a list of service providers that have been certified interoperable with TalkSwitch.
Page 181 there is no configuration guide for your service provider, follow the instructions below. Figure 133: Service Provider profile 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. Proxy Server Name: Enter the IP address or domain name associated with the proxy server, exactly as specified by your service provider.
Page 182: Voip Numbers
Enter the realm/domain (if required) associated with the service provider. VoIP Lines The descriptions for the VoIP lines under the TalkSwitch Provider Profile tab below are the same as described in VoIP Lines on page 166. • VoIP lines available for use with this Service Provider •...
Page 183: Assign Voip Phone Numbers
System Information -> VoIP Numbers. 2. Select VoIP 1 and check the Activate VoIP Number box, the default profile for entering a phone number is the TalkSwitch Profile. 3. Phone numbers 250-299 have special functionality with TalkSwitch. They 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.
Page 184: Configure Call Handling For Voip Numbers
Ensure that each number assigned is unique in the network. For each TalkSwitch unit with VoIP lines on the network, you can assign up to 12 VoIP phone numbers, increasing the number of inbound VoIP call handling options available.
Page 185: Assign Service Provider Phone Numbers
Figure 135: Call handling 6. Repeat this process to configure the VoIP numbers 2-12. 7. For systems with multiple units, repeat the process for each TalkSwitch unit (click on the tabs labeled TalkSwitch 1, TalkSwitch 2, TalkSwitch 3, and TalkSwitch 4).
Page 186: Faq
5. Repeat the above steps for VoIP numbers 2-12 as is required. For systems with multiple units, repeat the process for each TalkSwitch unit (click on the tabs labeled TalkSwitch 1, TalkSwitch 2, TalkSwitch 3, and TalkSwitch 4).
Page 187 Can a firewall prevent VoIP calls from passing through? The purpose of a firewall is to control what kind of traffic enters and leaves your network. TalkSwitch 48-CVA 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 188 In this guide, the term IP is often used in place of VoIP. 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.
Page 189 IP phones, one TalkSwitch 48-CVA can act as the IP proxy and registrar. The other IP end-points will register with this TalkSwitch 48-CVA and all calls will be negotiated through this TalkSwitch48-CVA. V O I P I N F O R M A T I O N...
Page 190 When you first set up your VoIP device (TalkSwitch 48-CVA unit, gateway or phone), it will register itself with the TalkSwitch 48-CVA that is configured as the IP server so that calls can be directed to your location. When you initiate a VoIP call, your device (TalkSwitch 48-CVA unit, gateway...
Page 191 TalkSwitch has the 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. What is a port number? In an IP address like 64.26.209.103:5060, the port number is 5060, the number after the colon.
Page 192: Voip Network Administration Form
VoIP phone numbers assigned to SIP server location:____________________ Telephone numbers assigned to unit Location name We trust that your TalkSwitch phone system will provide exceptional features, performance and value to your business. Should you have any further questions, please contact your authorized TalkSwitch reseller. If you purchased directly from TalkSwitch, visit www.talkswitch.com/support or call...
Page 193: Troubleshooting
I am not able to retrieve settings from TalkSwitch. • Reboot TalkSwitch. On the TalkSwitch front panel, turn the power button off and back on. • If you are connected via Serial port, open the configuration software. This will often correct any miscommunication that may have occurred between TalkSwitch and your PC.
Page 194: Problems That May Occur While Using The Talkswitch Features
The auto attendant answers calls before any of the extensions ring. If TalkSwitch users wish to have their local extensions ring before the auto attendant picks up incoming calls, do the following: • Open the configuration software.
Page 195: Music On Hold
The auto attendant is transferring calls to the wrong extension. • Check if the extension jacks of your devices (phones, faxes) are plugged into the corresponding jacks on the TalkSwitch back panel (i.e. extension 111 is plugged into E1). The auto attendant answers calls, but does not transfer them to the extensions.
Page 196: Answering And Fax Machines
Call Handling -> Auto Attendant in the configuration software. • Not all fax machines emit a CNG tone that TalkSwitch can detect and route. Therefore, you may consider incorporating an additional method of fax routing. This could include the use of a dedicated fax line or a distinctive ring number.
Page 197: Multiple Talkswitch Units Connected To The Same Lan
• Check the unit ID of each unit. If the lights on one or more units are flashing, there is a conflict with the unit ID numbers assigned to each TalkSwitch unit. Connect a phone to each TalkSwitch unit and lift the handset. It will tell you immediately if a unit ID number needs to be...
Page 198 TalkSwitch configuration software. 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 copy it to other TalkSwitch units on the LAN. During this process, you cannot listen to that particular auto attendant.
Page 199: Support
TalkSwitch CVA, IP gateway or IP phone is registered with. • Check that TalkSwitch has all proper settings in the IP configuration and VoIP configuration pages. • Verify that the number you are dialing is registered with your TS proxy registrar.
Page 200 Your date of purchase. d) The number of telephone lines that you have connected to TalkSwitch. e) The telephone company services that you are using with TalkSwitch. f) Your PC’s operating system (e.g. Windows 95, 98, ME, 2000, XP). 1 8 8...
Page 201: Appendices
Appendices A P P E N D I X A A PP E N D I X A : FUN C TI O N S A N D CO M M A N D S FUN C TI O NS A N D CO M M A N D S About functions and commands The following tables list numbers, functions and commands you can enter.
Page 202 Keys Function performed Flash/Hold If you are connected to a caller, Flash/Hold puts the call on hold and you hear the internal dial tone. Flash/Hold Pressing Flash/Hold again at the internal dial tone retrieves the most recent call on hold. Flash/Hold at When you are connected to an outside line, pressing external dial tone...
Page 203 Parks a call automatically in the first available parking spot, starting at 500. Press Flash/Hold and place a caller in the next available parking spot (park orbit). Retrieves a parked call. 500–509 Dial from a local extension to pick up a parked call. Flash/Hold 6 Conference call for 3 parties.
Page 204 Bridge on page 98 for details). 7 and Transfers a caller on hold to another phone system used extension in conjunction with TalkSwitch. As soon as the call connects to the other system, it disconnects from TalkSwitch. 9 and 81–88 Accesses line hunt groups for call bridge and is protected with the administrator password.
Page 205: Appendix B: Talkswitch And Telephone Company Calling Services
ID information to that extension. If a call is transferred from one extension to another, the caller ID information will also be passed on. TalkSwitch can use the caller ID’s time stamp to set its internal clock. Distinctive Ring — The ability to have more than one telephone number that callers can dial to reach the same telephone line.
Page 206 The TalkSwitch distinctive ring call routing features can be used in a number of ways: • Routing fax/modem calls • Routing voice messaging • Separating home office calls • Using auto call back Each distinctive ring number has a distinctive ring cadence or ring sequence that allows you to identify the number that was dialed.
Page 207 CO). Using a double-flash: the first flash places the caller on hold, and the second flash (if pressed within 2 seconds) tells TalkSwitch to pass a flash to the CO line to activate the intended CO or PBX feature.
Page 209: Appendix C: Talkswitch And Power Interruptions
In the event of a power failure, TalkSwitch features or capabilities, including VoIP will be unavailable except for local extension 114. You can make or receive calls on Line 1. When the power is restored, all TalkSwitch features and capabilities will be re-established.
Page 211: Appendix D: Safety And Regulatory Information
4. Moisture — Do not place TalkSwitch in a high-humidity environment. 5. Heat — Never place TalkSwitch near heat sources such as radiators, floor registers or in direct sunlight. Do not stack units on top of each other.
Page 212 Unplug TalkSwitch and refer servicing to a licensed technician when: • The plug or power cord has been damaged. • TalkSwitch has been exposed to moisture. • TalkSwitch does not appear to be operating properly or exhibits a marked change in performance. Important Notices FCC and IC Warnings This equipment complies with ACTA TIA/EIA/IS-968A and Part 68 of the Federal Communications Commission (FCC) rules in the United States.
Page 213 ACTA TIA/EIA/IS-968A, FCC Part 68 and IC CS-03 Notice: The Industry Canada label identifies certified equipment. This certification means that the equipment meets telecommunications network protective, operational and safety requirements as prescribed in the appropriate Terminal Equipment Technical Requirements document(s). The department does not guarantee that the equipment will operate to the user’s satisfaction.
Page 214 If you are experiencing difficulty with your Model: CT-TS001.1 telephone equipment, please contact your reseller for repair and/or warranty information. See Appendix E: TalkSwitch One-Year Limited Warranty and Return Policy for more information. If the equipment is causing harm to the telephone network, the telephone company may request that you disconnect the equipment until the problem is corrected.
Page 215: Appendix E: Talkswitch One-Year Warranty And Return Policy
TalkSwitch, a division of Centrepoint Technologies Inc. (“TalkSwitch”) warrants to the original end-user customer (“Customer”) that each new TalkSwitch product shall be substantially free from defects in materials and workmanship under normal use for a period of one (1) year from the date of the original purchase (proof of purchase required).
Page 216 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. EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH ABOVE, AND TO THE EXTENT PERMITTED BY APPLICABLE LAW, THE PRODUCTS AND STORAGE MEDIA ARE SUPPLIED ON AN “AS IS”...
Page 217 TalkSwitch. The original end-user purchaser shall pay all shipping charges, duties and taxes for products sent to TalkSwitch for warranty service. TalkSwitch shall pay for return of the product to the end-user purchaser. If purchased from a reseller: Contact your reseller and obtain a Warranty Return Authorization (WRA) number if required.
Page 219: Appendix F: Specifications
A P P E N D I X F A P PE N D I X F : S PE CI F I C A TI O N S SPE CI F I CA T I O NS System Analog trunks VoIP trunks Analog extension interfaces LAN interface...
Page 220 Analog extension interface Trunk type Loop start Connector type RJ-11, 2-pin Interface impedance 600 ohms Loop range 0–600 ohms Hook flash supported On-hook voltage 35 volts Off-hook loop voltage 35 volts source Off-hook loop currant 23 mA to 40 mA Dial tone level -2.4 dBm Ringing voltage...
Page 221: Appendix G: 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 222 • Redistributions of source code must retain the above copyright notice, 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.
Page 223 D) Copyright © 1991-1992, 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.
Page 225: Appendix H: Home/Office Wiring Guide
A P P E N D I X H A P PE N D I X H : HO ME / O FF I CE W I R I N G G U I D E H O M E / O FF I CE W I R I NG GU I D E Basic residential phone wiring Looped wiring Loop wiring is common in most residential houses.
Page 226 Depending on how the jack is wired, the phone can be plugged into Line 1, Line 2, or both. Single-line wiring Dual-line wiring Demarcation Point This demarcation point shows two lines (four wires) wired as two loops. 2 1 4 T A L K S W I T C H U S E R G U I D E •...
Page 227 Line 1, Line 2 or even both lines for dual line phones. Prior to adding a TalkSwitch, all phones in the home ring in unison when a call comes in. Home phones do not have TalkSwitch functionality and rely on phone company features for any enhancements.
Page 228 TalkSwitch L1/L2 and L2 Using a dual-line phone jack dual-line phone cord — 4 pins wall jack to TalkSwitch L1/L2 L3/L4 L1/L2 SERIAL This shows a single or a dual line from wall jack to TalkSwitch L1/L2 POWER...
Page 229 3. Tighten the screws connecting the incoming wires to their respective posts. • Use an RJ-11 (single line or dual line) to connect to the TalkSwitch. Plug the RJ-11 into jack L1/L2. A P P E N D I X H...
Page 230 2. Take the previous house loop wiring and connect them to the four posts of the extension block. 3. Use an RJ-11 (single line) to connect from the TalkSwitch. Plug the RJ-11 into a TalkSwitch extension, jack E1 through E8.
Page 231: Rear Panel
Ext 111: To phone from jack E1 phones and fax machines RJ-11 cabling can go up to 100 feet from the TalkSwitch without affecting voice quality. You may extend the lines farther although you may suffer voice quality. Cabling can be run along baseboards, moldings, threaded between walls, and hidden under carpets.
Page 232 (available at most hardware stores) or wire it and crimp it yourself. Do not use the supplied RJ-11 cable as it is only a single-line cable. 2. Use the single-line RJ-11 phone cord supplied with TalkSwitch to connect from the TalkSwitch extension to the extension block.
Page 233: Glossary
The telephone lines in most homes are analog. Call back If call back is activated, it instructs TalkSwitch to call you back at a preset out-of-office telephone number. With call back you can access the TalkSwitch long-distance plan while you are away. TalkSwitch offers automatic call back and prompted call back.
Page 234 Central office of a telephone company. COM port Communications port. If you connect your TalkSwitch unit to your PC with a Serial cable, the COM port communicates with your TalkSwitch. It creates an internal virtual pathway to transmit data to and from the Serial port and the software.
Page 235 A button on your telephone. Pressing the Flash button has the same effect as pressing the Link button or pressing and releasing the hang-up hook on a telephone. All of these actions send a signal to TalkSwitch to put calls on/off hold.
Page 236 Light Emitting Diode. An device that lights up when electricity is passed through. TalkSwitch has five LEDs on its front panel letting you know which lines are in use and three on the back panel beside the LAN port.
Page 237 Line 1, 2, 3, or 4 A jack or plug-in on the back panel of TalkSwitch which can accept an RJ-11 plug from a telephone line or PBX system. You can plug in a single-line telephone cable into this jack and it becomes a usable TalkSwitch line.
Page 238 Remote extension A call forwarding number that can be a telephone number in any location, set up as a virtual extension of the TalkSwitch unit. The remote extension is assigned an extension number and has a voice mailbox. Ringer Equivalency Number. A number determined in accordance with the US code of federal regulations.
Page 239 Virtual The term ‘virtual’ refers to something that is not physically plugged in. Voicemail (call answer) A service provided by TalkSwitch or telephone companies giving callers the opportunity to leave a message when your phone is busy or unanswered. VoIP Voice over IP.
Page 241: Index
I N D EX Administration system password 35 Announcements configuring 67, 78 recording 141 Audio controls 107 extensions 107 lines 107 Auto attendant 80 adding and configuring 80 additional features 86 automatic fax detection 85 erasing messages 83 loading messages 83 receiving calls with...
Page 242 23 Help and troubleshooting 181–187 auto attendant 182 call routing/transfer/ intercom 183 configuration 181 contacting TalkSwitch 187 fax machines 184 local area network 185 local extensions 184 music on hold 183 Holiday mode 79 Hunt group access...
Page 243 157 local IP address 160, 162 optimizing your network 156 public IP address 163 router/NAT/firewall 156 service provider profile 168 setting up a network 159 SIP server 160 TalkSwitch profile 164 VoIP numbers 89, 170 2 3 1...

This manual is also suitable for:

Talkswitch 48-ca/cva Talkswitch 48-ca Talkswitch 48-cva

Talkswitch 24-CA User Manual

Chapter 1: Talkswitch Installation

Chapter 2: Talkswitch Configuration

Chapter 3 :Using Talkswitch

Chapter 4: Call Detail Record (Cdr) Logging

Chapter 5 :Voip Information

Chapter 6 :Troubleshooting and Support

Appendix A: Functions and Commands

Appendix B: Talkswitch and Telephone Company Calling Services

Appendix C: Talkswitch and Power Interruptions

Appendix D: Safety and Regulatory Information

Appendix E: Talkswitch One-Year Warranty and Return Policy

Appendix F: Specifications

Appendix G: Copyright and Licensing Notices

Appendix H: Home/Office Wiring Guide

Quick Links

Troubleshooting

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Summary of Contents for Talkswitch TALKSWITCH 24-CA