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Talkswitch 48-CA User Manual

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USER GUIDE

TALKSWITCH 48-CA/CVA
v3.21

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Summary of Contents for Talkswitch 48-CA

  • Page 1: User Guide

    USER GUIDE TALKSWITCH 48-CA/CVA v3.21...
  • 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 means, electronic or...

  • Page 3: Table Of Contents

    2.2 Front Panel Descriptions ........... . 8 2.3 Back Panel Descriptions — TalkSwitch 48-CA/CVA ......9 2.4 Plugging into the Back Panel .
  • Page 4 CHAPTER 3 3.1 Installing the TalkSwitch Configuration Software ....... 21 3.2 Running the TalkSwitch software .
  • Page 5 3.3.5.5 Troubleshooting — Advanced ....... 88 Using TalkSwitch CHAPTER 4 4.1 In the Office —...
  • Page 6 Conference calling with TalkSwitch ........97...

  • Page 7: How Does Voip Work

    Section 2 if you have a TalkSwitch 48-CA (non VoIP version). The TalkSwitch 48-CVA 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.

  • Page 8: If The Power Goes Out, Does The Voip Network Stay Up

    The purpose of a firewall is to control what kinds of traffic enter and leave your network. The 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 9: What Is A Vpn? Can A Vpn Help Me To Carry Data Securely Over The Internet

    Over the last couple of years, the Voice over IP community has adopted SIP as its protocol of choice for signalling. SIP is an RFC standard (RFC 3261) from the Internet Engineering Task Force (IETF), the body responsible for administering and developing the mechanisms that comprise the Internet.

  • Page 10: What Is Nat And How Does It Affect Voip

    TalkSwitch 48-CVA units, certified 3rd party gateways and certified 3rd party SIP phones, then one TalkSwitch 48-CVA can act as the SIP Proxy and Registrar. The other SIP end-points will register with this TalkSwitch 48-CVA and all calls will be negotiated through this TalkSwitch 48-CVA.

  • Page 11: What Is Dynamic Dns

    When you initiate a VoIP call, your device (TalkSwitch 48-CVA, gateway or phone) will contact the TalkSwitch 48-CVA 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 12: What Is A Port Number

    What is a port number? In an IP address like 64.26.209.103:5060, the port number is the number after the colon ‘:’ . For this example, 5060 is the specified port. Port numbers are required so that a computer or device can support multiple applications or streams of simultaneous data communication.

  • Page 13: Installing Talkswitch

    TalkSwitch by plugging the telephone cords coming from the TalkSwitch line jacks to a surge protection device connected to the incoming telephone lines. If you live in an area with cold temperatures, do not plug TalkSwitch into a power outlet until the system has warmed to room temperature. Otherwise, condensation could build up on the electronics and cause damage when TalkSwitch powers up.

  • Page 14: Front Panel Descriptions

    2.2 Front Panel Descriptions TalkSwitch’s front panel consists of a power button (“Power”) and 5 LED lights that indicate the usage of the lines with different states of illumination. What do the LED lights tell you? LED light: State Description...

  • Page 15: Back Panel Descriptions - Talkswitch 48-Ca/Cva

    For more details on line LED error codes, see Troubleshooting — Appendix A. 2.3 Back Panel Descriptions — TalkSwitch 48-CA/CVA Before connecting all your phones and lines to TalkSwitch, you may want to proceed with configuring the unit first. (See section 3.1) This will minimize the disruption time for your telephone lines while setting up the system.
  • Page 16 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 will be able to receive calls and make calls on Line 1.

  • Page 17: Plugging Into The Back Panel

    2.4.1 Attaching telephone lines to TalkSwitch line jacks You can connect your telephone lines from the wall jack(s) to the TalkSwitch line jacks with the phone cables provided. Take note of which telephone line is connected to which line jack on TalkSwitch — this information will be used in the configuration section.

  • Page 18: Connecting Devices To The Music And Pa Jacks

    To Attach an Internal or External Modem: Simply plug the modem’s telephone cable into one of TalkSwitch’s extension jacks. Your modem is now a TalkSwitch extension and will be able to access all lines and take advantage of TalkSwitch’s call routing features.

  • Page 19: Connecting Talkswitch To A Lan For Local Configuration

    2.4.4.2 Connecting TalkSwitch to a PC using a USB cable If you have an available USB port and cable, then connect TalkSwitch to the PC using a USB cable (cable not provided). Make sure you do not have any other communications programs running at the same time you want to use the TalkSwitch configuration software.

  • Page 20: Connecting To Talkswitch Over Ip

    2.4.4.4 Connecting to TalkSwitch over IP Ensure TalkSwitch is connected to a LAN with the supplied Category 5 cable. The top LED should light up to indicate a connection has been established with a switch or hub. To support remote configuration over IP, you will need to map port 9393 from your firewall to TalkSwitch.

  • Page 21: Setting The Unit Id For The First Time

    For example, the Linksys BEFSR81 EtherFast® Cable/DSL Router with 8-Port Switch is a solution that supports prioritization of traffic at an affordable price. Connect up to four TalkSwitch units (2 are shown in the diagram above) to the LAN switch or switched hub.

  • Page 22: Changing The Unit Id

    None of the Extension Ring Groups are affected, since they are global to the entire system. It doesn’t matter if there is one or four TalkSwitch units on a LAN, there will always be 10 Extension Ring Groups with the extension numbers 300-309.

  • Page 23: Keeping Track Of The Lines And Extensions

    Unit ID. This will simplify matters when it comes to adding or removing extensions and lines. In the event the TalkSwitch units are located in a room away from the extensions and you need to identify which unit is which, there is a utility in the configuration software that will allow you to identify each unit by flashing the lights on the front panel.

  • Page 24: Optimizing Your Ip Network For Voip

    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. The system will simply not accept anymore messages for mailboxes belonging to that unit.

  • Page 25: 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 26: The Local Area Network

    For 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 27: Configuring Talkswitch

    TalkSwitch 3.1 Installing the TalkSwitch Configuration Software Insert the TalkSwitch CD into your CD drive. The Install program will automatically launch. If the software does not launch automatically, you can use Windows Explorer to explore your CD-ROM drive. Double-click the Setup.exe file, then follow the instructions on the screen.

  • Page 28: Running The Talkswitch Software

    PC, then the configuration software should automatically detect and retrieve the settings from TalkSwitch (See section 3.3). If TalkSwitch is not yet connected, or connected via the Serial or USB port, then the following screen will appear with different configuration options.

  • Page 29: Configuration

    3. Configuration Window Displays configuration information. 4. View System Information Click this button to view each TalkSwitch unit’s MAC address, IP address, hardware version and firmware version. 5. Resize Grabbing this corner by left-clicking on the mouse allows you to increase or decrease the window size.
  • Page 30 Menu Items — File Open... Opens existing configuration files from the PC. Default configuration files are included with the software. TalkSwitch also backs up to a file called “LastSavedConfig.dat” every time you save settings to TalkSwitch. Save to TalkSwitch Saves the current configuration to TalkSwitch.
  • Page 31 About TalkSwitch: Displays the TalkSwitch software version number, TalkSwitch firmware version number and Copyright information. Additional PDF help documents can be located in the Start Menu> TalkSwitch folder. Configuration Navigation The Configuration Navigation organizes all the configuration topics within folders. The...
  • Page 32 Anywhere in this manual where there are details specific to the configuration or use of features related to only the TalkSwitch CVA, you will see the icon to the left. If you have a TalkSwitch 48CA, you can skip these sections in the manual.

  • Page 33: System Information

    If you do not want a password, or want to delete the existing password, simply clear the password field and click ‘Ok’ . For TalkSwitch 48-CVA systems, the system name or extension names can be used to appear as Caller ID information for all outgoing VoIP calls.

  • Page 34: Ip Configuration

    CVA on the LAN. In the “System IP Settings” section: If you have a DHCP server and your TalkSwitch unit(s) are connected to the LAN, then all fields should already be filled with the correct information. If there is no DHCP server present, the following fields need to be filled in if you plan on using the VoIP capabilities of the TalkSwitch 48-CVA.
  • Page 35 Service Provider (ISP). If you are unsure if your connection is dynamic or static, then leave this option set to ‘dynamic’ . When set to dynamic, TalkSwitch checks your public IP address every 5 minutes. If it changes, TalkSwitch automatically updates its information so that VoIP calls are properly handled.

  • Page 36: Voip Configuration

    This section deals with configuring your TalkSwitch for VoIP. In the “TalkSwitch Profile” section: TalkSwitch has a built-in SIP Server Proxy / Registrar / Redirect server. This facilitates the configuration and maintenance for multi-branch and teleworker applications. One location needs to be assigned as the SIP Server so that it can manage call requests between VoIP locations and the other locations need to register with the SIP Server location.
  • Page 37 If this location is not the Registrar Server, then enter the IP address or domain name associated to the Registrar Server. If a TalkSwitch 48-CVA is acting as the Server, then both the Proxy Server Location and Registrar Server Location fields should have the same information.If the Server is using a different...

  • Page 38: Telephone Lines

    3.3.1.4 Telephone Lines This section tells TalkSwitch about the telephone lines plugged into its back panel. Simply select a line and fill in the information. For each line there is a status message (“Line detected at initialization”) indicating if TalkSwitch detected a line plugged into...
  • Page 39 TalkSwitch to answer a second call on the same line while it is handling the first call. You may instead want to consider adding the Hunt/Rollover service to your lines.

  • Page 40: Voip Lines

    3.3.1.5 VoIP Lines The TalkSwitch 48-CVA supports 4 VoIP lines per unit. Up to 3 phone numbers can be assigned to each of the 4 lines so that unique call handling scenarios can be configured for up to 12 numbers. For example, you might assign a general number for customers to reach the main Auto Attendant greeting and configure up to 11 other numbers so that the inbound calls ring straight through to specific extensions in the office.
  • Page 41 VoIP lines under the Call Handling section. Phone numbers can be 1 or more digits in length. Phone numbers 250-299 have special functionality with TalkSwitch. These numbers can be directly dialed from any extension or Auto Attendant and will be automatically routed via VoIP to the destination that has the number assigned to one of its ports.

  • Page 42: Line Hunt Groups

    3.3.1.6 Line Hunt Groups There are a total of 9 Line Hunt Groups for controlling outbound call line selections. These Line Hunt Groups are used by the Local and Remote Extensions, and when using the Call Bridge feature. Each Hunt Group can support several line choices and will attempt to grab an available line in the order that they are listed (Lines to hunt) for that Hunt group.

  • Page 43: Fax Information

    System Information. See section 3.3.1.4. Next, select the extension number where you have your fax device connected. For example if you have your fax machine connected to E8 on the rear of TalkSwitch unit 1, then select extension number 118.

  • Page 44: Local Extensions

    TalkSwitch. See sections 1.3 and 1.4 for more details on connectivity. If you have 2 or more TalkSwitch units connected on a LAN, you will be able to select the tabs associated to each unit and see the extensions associated to that unit. If a TalkSwitch48-CA/CVA unit has a Unit ID of 2, then the Local Extensions will be 121 to 128.
  • Page 45 In this case you would select ‘Direct line access’ and choose the appropriate Hunt Group. As soon as the fax goes off hook, TalkSwitch will hunt the specified lines for an available line. This feature allows users to avoid dialing extra digits to access a line.

  • Page 46: Remote Extensions

    Extension number. There are 8 Remote Extensions available per TalkSwitch unit. If a TalkSwitch has Unit ID 2, then the Remote Extension numbers are 221 – 228. Unit ID 3 has remote extensions 231-238, and Unit ID 4 has 241-249 Choose a Remote Extension to configure.
  • Page 47 Hunt Group chosen in the “Connect using:” section. 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 will need to enable ‘Clear telephone line after call transferred’...

  • Page 48: Extension Ring Groups

    When using Same line Connect, callers will hear silence while they are on hold, since 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.

  • Page 49: On-Hold/Ringback

    a different ring pattern. You then tell your colleagues to choose extension 300 at the Auto Attendant or ask to be transferred to extension 300 when speaking to someone in the office. Now without being subscribed to Caller ID, you can tell just by how your phone rings if you consider the caller to be important or not.
  • Page 50 On-Hold Settings: If you have a music source connected to the MUSIC jack, then you can select the ‘play music’ option. Otherwise leave the option set to play a ‘double beep’ when callers are placed on hold. Transfer Settings: Select whether you would like callers to hear ringing or, if you have a music source connected, music while they are being transferred.

  • Page 51: Voicemail

    3.3.2 Voicemail This section deals with the internal voicemail system included with TalkSwitch. It allows you to activate Local, Remote and General mailboxes and to change global settings to the voicemail system. For details on how to use voicemail, see section 3.4.
  • Page 52 No action will be performed when ‘0’ is pressed. Load Greeting: 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. Voicemail Notification Settings: Set the manner in which you want to be notified when new messages arrive.
  • Page 53 Configuration Notification Options: Define how TalkSwitch will dial out of your office when notifying you of a voicemail. If the first connection is not successful, define how many times, and at what intervals TalkSwitch will continue to attempt to reconnect.

  • Page 54: Remote Extension Voicemail

    3.3.2.2 Remote Extension Voicemail Remote Extension voicemail is similar to the Local Extension voicemail. Ensure that the remote extension has been enabled, otherwise you will not be able to activate its voicemail. Play announcement only: If you want to use a remote extension mailbox for informational purposes only and prevent callers from recording messages, then check the ‘Play announcement only’...
  • Page 55 Configuration Notification Options: Define how TalkSwitch will dial out of your office when notifying you of a voicemail. If the first connection is not successful, define how many times, and at what intervals TalkSwitch will continue to attempt to reconnect.
  • Page 56 If attempt unsuccessful: These parameters control how many times TalkSwitch will try to notify the Remote Phone or Pager before it will abort the entire notification attempt. You can also specify the time interval between attempts.

  • Page 57: General Voicemail

    3.3.2.3 General Voicemail General Voicemail is similar to both Local and Remote Extension Voicemail. These are generic mailboxes used for general purposes; such as messages for a sales team or technical support group. Play announcement only: If you want to use a general mailbox for informational purposes only and prevent callers from recording messages, then check the ‘Play announcement only’...
  • Page 58 Configuration Notification Options: Define how TalkSwitch will dial out of your office when notifying you of a voicemail. If the first connection is not successful, define how many times, and at what intervals TalkSwitch will continue to attempt to reconnect.
  • Page 59 If attempt unsuccessful: These parameters control how many times TalkSwitch will try to notify the Remote Phone or Pager before it will abort the entire notification attempt. You can also specify the time interval between attempts.

  • Page 60: Global Settings

    3.3.2.4 Global Settings Any changes made to Global Settings will affect all system voice mailboxes. Global Message Waiting Indicator: This option can be useful if you use only a limited number of voice mailboxes. Anytime a new message is left in any active voice mailbox, the Power/Data light will pulse very slowly to indicate that there is at least one new message in one of the mailboxes.
  • Page 61 Remove blank and hang up messages automatically: Enable this option if you tend to get several messages where callers hang up rather than leave messages. The advantage of not clearing the short messages is that users can listen to the Caller ID information played at the end of the message to identify callers*.

  • Page 62: Call Handling

    To use the Automatic Mode Switching feature, you must first activate it by clicking ‘Use Automatic Mode Switching’ . Next, 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: Auto Attendant

    A total of 9 different Auto Attendants can be recorded or loaded with a combined total time of 30 minutes (shared with voicemail. Memory can be expanded up to 5 hours using TalkSwitch Memory cards). You do not have to use or record all 9 Auto Attendants.
  • Page 64 The Auto Attendants can be recorded from any Local Extension or remote phone with touch-tone commands. Recording Auto Attendant messages: Pick up any Local Extension or dial into TalkSwitch. at the Auto Attendant, enter command mode by pressing . If you have the Administrator password enabled, you need to enter it.
  • Page 65 If the caller selects ‘1’, ‘2’, ‘3’, ‘4’ or ‘5’: If the caller presses ‘1’, ‘2’, ‘3’, ‘4’ or ‘5’ at the specified Auto Attendant, TalkSwitch can perform one of several actions: perform no action: If you don’t want to use a particular option, then set...
  • Page 66 TalkSwitch will handle the call accordingly. Not all fax machines emit a CNG tone, and as a result, TalkSwitch will not be able to detect those fax calls and route them to the fax machine. To guarantee the reception of every fax, we recommend the use of a ‘Distinctive Ring Number’...
  • Page 67 Back and section 3.7.2 for details on using Call Back. If 7 is dialed: TalkSwitch uses 7 to precede PBX Extensions of another Centrex or PBX system. If TalkSwitch is not connected to another system, 7 is inactive. If TalkSwitch is connected to another PBX system, see section 2.3.5.4 for more details.
  • Page 68 Load Auto Attendant: Selecting this button displays 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 you specify that the files need to be 8KHz, 8bit, mono, and saved as a mu-law format .wav file.
  • Page 69 View Auto Attendant Memory Usage: Select this option from the Tools menu then Memory Usage to view the amount of time used by all of the Auto Attendants. This feature helps you keep track of memory usage, as you may have unused Auto Attendant messages that can be deleted to free more memory.

  • Page 70: Telephone Lines

    The caller will always hear one more ring than the number of rings you select, since TalkSwitch uses the first ring to determine the ring type and support Caller ID information.

  • Page 71: Voip Lines

    Note: if you call on any line, TalkSwitch will answer 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. Extensions to ring on an incoming call (before Auto Attendant answers): Select the Local Extensions you would like to ring before the Auto Attendant answers.
  • Page 72 If you select this option, no Call Cascade actions (such as voicemail) can be performed. Note: if you call on any line, TalkSwitch will answer 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 73: Local Extensions - Call Cascade

    Extensions to ring on an incoming call (before Auto Attendant answers): Select the Local Extensions you would like to ring before the Auto Attendant answers. By default, all activated Local Extensions will ring. If you require certain extensions to ring in a sequence, i.e. one extension rings first, then another on the 2nd ring, click the “Adjust Sequence”...
  • Page 74 Call Cascade sequences differently for both scheduling modes (the scheduling for these modes are set up on the Modes tab). Even if a call is manually transferred to a Local Extension that is busy, TalkSwitch will follow the Call Cascade options for that extension.

  • Page 75: Remote Extensions - Call Cascade

    Local Extension, Remote Extension, Extension Ring Group, Voicemail, Announcement, Auto Attendant or hang up. In the case where ‘hang up’ is selected, TalkSwitch will first play the following prompt before hanging up: “I’m sorry, that extension is unavailable at this time. Please try again later.”...
  • Page 76 TalkSwitch will assume the call has been answered and will not follow through with the Call Cascade. You may want to consider using the ‘Play accept/ reject prompt’...

  • Page 77: Extension Ring Groups - Call Cascade

    TalkSwitch voicemail, please ensure you set the number of rings in this section to a number less than the cell phone company voicemail or system prompt.
  • Page 78 For Ring Groups, there are 3 different Call Cascade options. For each of these options, you can control how and where you want the incoming call handled with up to 3 ‘cascade’ destinations available. You can set up the Call Cascade sequences for both Modes (the scheduling for these modes are set up on the Modes tab).

  • Page 79: Call Back/Call Bridge

    VoIP line(s), accessing your long distance savings plan. 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 lines and connects the two calls together (the call you made to TalkSwitch and the call TalkSwitch made from your office to the dialed party).

  • Page 80: Auto Call Back

    Prompted Call Back. By default, Prompted Call Back is not activated in the TalkSwitch configuration. You will need to activate Prompted Call Back before you can use this feature.
  • Page 81 Select the line/phone number that you will be dialing when out of the office to trigger this Auto Call Back. TalkSwitch will initiate the Call Back using the same line you initially called. You can make configuration changes to this Auto Call Back by dialing into this phone number only.
  • Page 82 Auto Call Back Recording Playback 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.

  • Page 83: Prompted Call Back

    (do not enter a Line Hunt Group in the dialing string). TalkSwitch will Call Back out on the same line the call originated. When you access Prompted Call Back from out of the office, you may change this number before initiating a Prompted Call Back.
  • Page 84 This option is designed to give you security and to restrict who can use Prompted Call Back. Simply fill in a 4- to 8-digit password, and when TalkSwitch calls you back, you will be prompted to input the password to accept Call Back.

  • Page 85: Call Bridge

    To allow Call Bridge after a Call Back has been accepted, check the Allow Call Bridge box. You may also restrict the Call Bridge line access by choosing the Hunt Group Access button. The call back number shown will always be the last number TalkSwitch dialed in the last Prompted Call Back session. 3.3.4.3...

  • Page 86: Options

    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 87: Transfer Options

    Any changes made in this section affect the entire system. 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). C o n f i g u r i n g T a l k S w i t c h...
  • Page 88 Voicemail box. 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 can be considered the equivalent of the Flash or Link action at a Local Extension. By default the prefix is Example: Let’s say you receive a call on a phone in your home that is not an extension...

  • Page 89: Miscellaneous

    3.3.5.3 Miscellaneous All of the following options affect TalkSwitch as a system. Adjust them according to your needs. Caller in queue reminder: When a caller is in queue at an extension already in use, a reminder tone is played at the extension to let them know they have a caller in their queue.
  • Page 90 If being used with another PBX PBX extension length: If TalkSwitch is being 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 91 TalkSwitch send the number only. Audio Output Options: TalkSwitch can output different audio to the PA jack. The default setting is to play only PA announcements through the PA jack by dialing 0 from any extension.

  • Page 92: Troubleshooting

    3.3.5.4 Troubleshooting The following controls should not be changed unless you are familiar with the effect they will have on TalkSwitch’s operation. If your system does not appear to be functioning properly, please contact your dealer for assistance. Flash Lengths...
  • Page 93 3-Way Calling/Conference services require different time allowances after the flash 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. Non-detection of disconnect-clear: This option controls the length of time after which TalkSwitch will “drop”...

  • Page 94: Troubleshooting - Advanced

    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 will ignore the rest, hence the digits ‘111’...
  • Page 95 4 ports for each TalkSwitch unit. RTP ports are even numbered from the start port. ie. 6000, 6002, 6004 and 6006 are needed for the first TalkSwitch unit on a LAN and 6030, 6032, 6034 and 6036 would be used for the fourth unit.

  • Page 97: Using Talkswitch

    Auto Attendant must first answer the call or someone in the office must then transfer the call. For details on configuring TalkSwitch to ring specific extensions during inbound calls, see section 3.3.2.3. Once calls have been answered at a Local Extension, they can be transferred to any extension or voice mailbox.

  • Page 98: In The Office - Making And Receiving Calls

    Call Pick Up/Call Grab: To intercept a call that is ringing on any other Local Extension before or after the Auto Attendant has engaged, pick up your handset and, at the TalkSwitch internal dial tone, dial 9. This will route the call to your Local Extension.

  • Page 99: Placing Calls On Hold At A Local Extension

    If you use the ‘Hold’ button on a regular phone, you will not be able to access any of the TalkSwitch features while the caller is on hold. Also, if you have Music-on-hold enabled, the caller will not hear music while they are on hold.

  • Page 100: Call Park - Parking And Retrieving Callers

    Call Park — Parking and retrieving callers Call Park is a useful feature for placing a call on hold and then being able to retrieve it from any other Local Extension. TalkSwitch has 10 Park Orbits in all models. 4.2.5.1 Parking a caller To place a caller in a Park Orbit, press ‘flash’...

  • Page 101: Retrieving A Parked Call

    Call Queue is a useful feature for placing multiple callers on hold at your extension while you are on an existing call. Call Queue is enabled in the TalkSwitch software’s Call Cascade section in the Call Handling folder for Local Extensions and Extension Ring Groups.

  • Page 102: Queuing Callers To An Extension Ring Group

    When picked up, you have the option to take the queued call or make a new call. 4.2.7 Using the TalkSwitch Call Waiting feature The Call Waiting feature can be activated as a 'busy' option for the Call Cascade routing for any local extension.

  • Page 103: Conference Calling With Talkswitch

    ‘flash’ 5. If the person at the extension does not want to take the new call, they can simply ignore the Call Waiting beeps and then TalkSwitch will direct the caller to the next level of the Call Cascade for that extension (for example send the caller to the associated voice mailbox).

  • Page 104: Making And Receiving Calls Using Voip

    Other calls can be made over VoIP by dialing hunt group 88 (first confirm VoIP lines are active in this hunt group). Dialing ‘88’ at internal dialtone tells TalkSwitch to hunt all VoIP lines for an available line. In order to reach a remote location, a VoIP phone number needs to be assigned to the VoIP line you intend to call.

  • Page 105: Modems And Telephone Line Access

    Manual Transfer tab under ‘Options’ . 4.2.11 Modems and telephone line access If your modem is attached to TalkSwitch as an extension, you can configure it to access your telephone lines in one of two ways: 1. Direct Line Access: You can give the extension to which your modem is attached ‘Direct Access’...

  • Page 106: Out Of The Office - Receiving Calls Through Call Forwarding

    If your modem is having problems dialing out, you may have to use a comma (,), which represents a 2 second pause, instead of the ‘w’ for ‘wait for dialtone’ . Because TalkSwitch CA and CVA are digital systems, modem calls will only operate at a maximum speed of approximately 32 Kbps.

  • Page 107: Transferring Calls From A Remote Extension

    TalkSwitch plays a pre-recorded prompt to the caller asking them to record their name at the sound of the tone. TalkSwitch then asks the caller to hold and U s i n g T a l k S w i t c h...

  • Page 108: Calls Over Voip With Sip 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 will perform the following, based upon how the call was originally forwarded: If the call was automatically forwarded: the call will follow the Remote Extension’s...

  • Page 109: Using The Talkswitch Voicemail System

    (shared with Auto Attendant greetings). This capacity can be increased with the addition of TalkSwitch memory cards. You can add another 1/2, 1, 2 or 4.5 hours of storage to each unit. Contact your TalkSwitch dealer to purchase memory cards. When a TalkSwitch memory card is inserted in the memory slot, the system will automatically configure the card within 20 seconds, making it fully functional.

  • Page 110: Retrieving Messages/Accessing A Voicemail Box

    2 minutes has elapsed, TalkSwitch will play a prompt asking callers if they wish to keep the message, listen to the message or record a new message. Callers can also press ‘0’ and the system will direct the call according to the setting of the Auto Attendant that transferred the call originally.
  • Page 111 If there are any messages in your mailbox, you can access them by pressing 1. TalkSwitch will always start with new messages before playing back any older messages. You can perform the following actions during or after the message: Dial 1:...

  • Page 112: Pager And Cell Phone Notification

    If you ENABLE Music-on-Hold and do not have an audio device plugged into the back of TalkSwitch: 1. When callers are put on hold at an extension, TalkSwitch will not play its default on hold beeping tone. The caller will hear silence.

  • Page 113: Mode Switching Options

    If you DO NOT ENABLE Music-on-Hold and do not have an audio device plugged into the back of TalkSwitch: 1. When callers are put on hold at an extension, they will hear TalkSwitch’s default on-hold beeping tone. 2. When the Auto Attendant answers a call and transfers the caller to an extension, callers will hear your extension ringing.

  • Page 114: Out Of The Office - Making Calls With Call Back And Call Bridge

    To avoid long-distance cell rates, all you need to do is make the local call to TalkSwitch to access Call Bridge, then make the long-distance call — accessing your office savings plan.

  • Page 115: Using Call Back

    ‘1’, country code, and area code if applicable. 4.7.2 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 116: Upgrading The Talkswitch Software And Firmware

    For Prompted Call Back, TalkSwitch always dials the last Prompted Call Back number entered. If you do not have the Auto Attendant set to answer a line, a generic TalkSwitch Auto Attendant will answer after 15 rings and you can then dial 6 to access the Call Back settings.
  • Page 117 You can find your TalkSwitch version numbers by selecting ‘About’ from the Help menu in the configuration software. Write down the software and firmware version numbers and then go to the TalkSwitch website at www.talkswitch.com/support. You will find instructions there to help you to select and download the appropriate upgrade.
  • Page 118 If you replaced your computer with a new one, please use the software that matches the latest version of firmware running on TalkSwitch. If obtained from our website, you can once again download the install file. All install files found on the website have both the entire software program and the latest firmware.

  • Page 119: Appendix A - Help And Troubleshooting

    Appendix A Troubleshooting 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: www.talkswitch.com/ support.
  • Page 120 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 121 Problem: I am not able to “Retrieve settings” from my TalkSwitch. Solution: Try the following solutions, in order, until the problem is resolved. • Ensure TalkSwitch is turned on and plugged into a working power outlet. Then select “Retrieve settings”, under the File menu in the configuration software. •...
  • Page 122 • 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 123 • You have enabled the Music-on-Hold feature, but have not attached an audio device to the MUSIC jack on TalkSwitch. • There is a problem with the music source. Check all connections and power. Problem: Callers hear only silence when put on hold at an extension.
  • Page 124 ‘if a fax call is detected’ . • 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 125 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.
  • Page 126 Only if a line on that unit is unavailable will the call be forwarded out on a line on the other TalkSwitch unit. Problem: Calls across the LAN are lower in volume •...

  • Page 127: Appendix B - Using Talkswitch With Telephone Company Calling Services

    Caller ID information will also be passed. TalkSwitch can also 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 128 Hunt and Rollover services. Call Hold and Flash TalkSwitch uses Flash to put calls on hold. A Flash signal is produced by pressing the Flash or Link button on your telephone (Link is another name for Flash). If you do not have these buttons on your telephone, you can produce a Flash signal by quickly depressing and releasing the telephone’s hangup hook or hook switch.
  • Page 129 Flash causing a hang-up at some COs). 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 131: Appendix C - Quick Commands And Touch-Tone Functions

    Command Action TalkSwitch tells you the Unit ID of the unit you are connected to. 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 132 Dials a Remote Extension (associated with an external phone number). x represents the Unit ID 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 133 <flash>5 Disconnects current caller and reconnects immediately to the last caller put on hold. Call Parking Spots — 10 in total for Press ‘flash’ to place a call on hold, then 500-509 the entire system. assign a parking space 500-509. Auto Park a call.
  • Page 134 Dials Remote Extensions associated with an external phone number. x represents the Unit ID number (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 135: Appendix D - Safety Precautions 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. 6. Power Supply — The equipment should only be connected to an approved power supply of the type described in the operating instructions or marked on the equipment.

  • Page 136: Important Notices

    This CLASS B Digital apparatus meets all requirements of the Canadian interference- causing equipment regulations. Changes or modifications not expressly approved by TalkSwitch could void the user’s authority to operate the equipment. ACTA TIA/EIA/IS-968A, FCC Part 68 and IC CS-03: Notice: The Industry Canada label identifies certified equipment.
  • Page 137 Before installing this equipment, users should ensure that it is permissible to be connected to the facilities of the local Telecommunications Company. The equipment must also be installed using an acceptable method of connection. The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations.
  • Page 138 Should you experience trouble with this telephone equipment, Model: CT-TS01, for repair or warranty information please contact your reseller. See Appendix E, “TalkSwitch One Year Limited Warranty”, 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 139: Appendix E - One Year Warranty

    (b) the product has been used in an application, country, region, locality, or connected to any network, other than those for which the product was intended to operate. 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 140 IN NO EVENT SHALL TALKSWITCH BE LIABLE FOR ANY SPECIAL, INCIDENTAL, CONSEQUENTIAL, INDIRECT OR SIMILAR DAMAGES, INCLUDING ANY LOST PROFITS, LOST DATA, OR OTHER INCIDENTAL OR CONSEQUENTIAL OR PUNITIVE DAMAGES, WHETHER BASED ON CONTRACT, TORT (INCLUDING WITHOUT LIMITATION, NEGLIGENCE), OR ANY OTHER LEGAL THEORY, WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR WHETHER SUCH DAMAGES ARE FORSEEABLE.

  • Page 141: Warranty Service

    To be eligible to obtain warranty service you must retain proof of purchase and contact your reseller for warranty details. 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.

  • Page 143: Appendix F - Return Policy

    Products purchased directly from TalkSwitch: Contact TalkSwitch, a division of Centrepoint Technologies Inc. (“TalkSwitch”) for details regarding the return policy. TalkSwitch will provide you with a Return Merchandise Authorization (RMA) number and all the necessary instructions for returning the product.

  • Page 145: Appendix G - Specifications

    Specifications Appendix G Extension Interface Loop range 0 to 600 ohms On hook voltage 35 volts Off hook loop voltage source 35 volts Off hook loop current 27 to 40 mA Ringing voltage 90 volts RMS Ringing frequency 20 Hz - True Sine wave Total supported ringing load 5 REN Trunk type...
  • Page 146 System C.O. interfaces Extension interfaces RS-232, 9 pin interface USB interface LAN interface Ethernet (10BaseT) Memory expansion TalkSwitch Memory Cards System Music input Phono jack (mono) P.A. output Phono jack (mono) Power source AC wall adapter 120VAC, 60Hz/16VAC 1.5 amp...

  • Page 147: Appendix H - Talkswitch And Power Interruptions

    When the power supply to TalkSwitch has been interrupted, TalkSwitch’s internal clock will continue to run for up to 12 hours. If you have enabled TalkSwitch’s Automatic Mode Scheduling feature and it has been longer than 12 hours, TalkSwitch will not function properly until the internal clock is reset via a Caller ID call or with the TalkSwitch configuration software.

  • Page 149: Glossary

    The character on the bottom left of lines in your home are also designed your touch-tone telephone keypad. to carry analog signals (sine waves). TalkSwitch is an analog device and # (Pound Sign) will work with any other analog device or telephone system.
  • Page 150 Call Bridge A TalkSwitch feature which ‘bridges’ Central Office. together calls from two different COM Port remote locations. Call Bridge allows you to place long distance calls from Communications Port. Internal virtual your office telephone lines even when pathways used to transmit data to and you are out of the office.
  • Page 151 It is also possible to digitize chosen for each of TalkSwitch’s features. sound, video, and any type of Together, the settings for each of these movement. In all these cases,...
  • Page 152 DTMF these actions will send a signal to TalkSwitch to put calls on or off hold. Dual Tone Multi-frequency. The system used by touch-tone telephones. DTMF Home phone assigns a specific frequency, or tone, A home phone is any telephone using...
  • Page 153 (call hold, intercom calling, the Flash button or depressing and etc.). TalkSwitch is a ‘mini’ or ‘micro’ releasing the ‘hang up’ (switch) hook. PBX. However, on some telephones, the...
  • Page 154 Routing Telephone and data plugs registered Determining the path that a message with the FCC. or call is to take over circuits. TalkSwitch offers ‘routing’ of incoming Ringing Equivalency calls using DSP technology. (Ringer Equivalency Number [REN]) A Serial Communication...
  • Page 155 A telephone or other communications A jack or plug-in on the back panel of device not physically connected to TalkSwitch which can accept a RJ-11 TalkSwitch as an extension, but which plug from either a telephone line or provides the same functionality. In PBX system.

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