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Talkswitch 24-CA User Manual

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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 3.24
C T.T S 0 0 5 . 0 0 1 1 0 1
F o r u s e i n
N o r t h A m e r i c a
A N S W E R S W I T H I N T E L L I G E N C E
®

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Summary of Contents for Talkswitch 24-CA

  • 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 3.24 C T.T S 0 0 5 . 0 0 1 1 0 1 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

    1.4.4.4 Connecting to TalkSwitch over IP ..... . . 8 1.5 Using 2 or more TalkSwitch units on a LAN ......9 1.5.1 Connecting 2 or more TalkSwitch units to a LAN .
  • Page 4 2.2 Running the TalkSwitch software ........
  • Page 5 3.2.7 Using the TalkSwitch Call Waiting feature ..... . 97 3.2.8 Conference calling with TalkSwitch ......97 3.2.9 Making and receiving calls using VoIP .
  • Page 6 3.4 Using the TalkSwitch Voicemail System ......103 3.4.1 Activating voicemail boxes ....... . . 104 3.4.2 Retrieving messages/Accessing a voice mailbox .
  • Page 7 C: TalkSwitch and Power Interruptions ........151...

  • Page 9: Installation

    TA L KSW ITCH I NSTA LLA TIO N 1.1 INSTALLATION Note: The VoIP symbol indicates sections that only apply to TalkSwitch 48-CVA (VoIP version). We recommend that 48-CVA users read Chapter 5: VoIP Information. The TalkSwitch package contains the following items:...

  • Page 10: Front Panel Lights

    If any of these items are missing, please contact your TalkSwitch dealer. Warning: If TalkSwitch has been exposed to temperatures below 0°C prior to installation, wait until the system has reached room temperature to avoid condensation.Warning: 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.

  • Page 11: Back Panel

    TalkSwitch. 1.3 BACK PANEL Before you connect all your phones and lines to TalkSwitch, you may want to configure the unit. This minimizes the disruption time of your telephone lines during the system setup. See Chapter 2: Configuration.
  • Page 12 LAN and Internet and support models only) VoIP calls. If you have 2 or more TalkSwitch units (max. 4 units), you can ‘network’ them. If they are on the TS network on the same subnet, they will function as a single system.

  • Page 13: Plugging Into The Back Panel

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

  • Page 14: Attaching Phones And Other Devices To Talkswitch Extension Jacks

    Connect your single-line analog telephone or fax machine to one of the TalkSwitch extension jacks (E1-E4 (all TalkSwitch models); E5-E8 (TalkSwitch 48 models only)) just as you would be plugging them into a standard telephone wall jack. Attach a 2-line telephone Option #1 (Use it as one TalkSwitch extension.)

  • Page 15: Connecting Devices To The Music And Pa Jacks

    1.4.4.2 Connecting TalkSwitch to a PC using a USB cable If you have an available USB port and a USB cable, connect TalkSwitch to the PC using the USB cable (provided with 24 models). Make sure no other communications programs* are running the same time you are using the TalkSwitch configuration software.* They may include...

  • Page 16: Connecting Talkswitch To A Pc Using A Serial Cable

    1.4.4.3 Connecting TalkSwitch to a PC using a Serial cable If you wish to use an available Serial port, connect TalkSwitch to your PC with a RS-232 Serial cable (not included). By default, TalkSwitch is shipped with the Serial and LAN ports enabled and the USB port disabled.

  • Page 17: Using 2 Or More Talkswitch Units On A Lan

    TalkSwitch units, thus keeping the TalkSwitch voice-over-LAN data isolated from other data on the network. Connect up to four TalkSwitch units (2 are shown in the diagram above) to the LAN switch or switched hub. Note: TalkSwitch unit enclosures are not designed for stacking. We recommend wall-mounting units in a horizontal row to maximize airflow and keep the units from overheating.

  • Page 18: Changing The Unit Id

    Touch Tone Command 1.5.4 How unit IDs affect system extension numbers When more than one TalkSwitch is connected to a LAN in networked mode, the extensions and voicemail have different numbers based on the Unit ID assigned to the TalkSwitch unit they belong to.

  • Page 19: Keep Track Of The Lines And Extensions

    None of the Extension Ring Groups are affected They are global to the entire system. It doesn’t matter if there are one or four TalkSwitch units on a LAN, there will always be 10 Extension Ring Groups with the extension numbers 300-309.
  • Page 20 For example, all greetings, directory names and voicemail messages for extensions 121-128, 221-228 and mailboxes 420-429 are stored on the TalkSwitch with Unit ID 2. If a unit is completely filled with voicemail messages, new messages will not be stored on other units.

  • Page 21: Install The Talkswitch Configuration Software

    C H A P T E R 2 TA LKSW ITCH CO NFIGURATION 2.1 INSTALL THE TALKSWITCH CONFIGURATION SOFTWARE Insert the TalkSwitch CD into your CD drive. The Install program starts automatically. If you prefer to use Windows Explorer: Double-click the My Computer icon.

  • Page 22: Running The Talkswitch Software

    TalkSwitch is currently connected to the same network as your PC, the configuration software detects and retrieves the settings from TalkSwitch automatically. If TalkSwitch is not yet connected, or is connected via the USB or Serial port, the following screen displays with different configuration options.

  • Page 23: System Configuration

    3. Configuration Window; displays configuration information and TalkSwitch image. 4. View System Information Click this link to view each TalkSwitch unit’s MAC address, IP address, hardware version and firmware version. Note: Context sensitive help information is available for each option in the configuration software.

  • Page 24: File Menu

    PC connected to a Serial port. Store to file on TalkSwitch: TalkSwitch can store call detail records to a file stored on TalkSwitch. This file can be viewed/retrieved from a web browser. T A L K S W I T C H U S E R G U I D E • N O R T H A M E R I C A...

  • Page 25: Help Menu

    Prompts you to save the configuration. The reboot takes 25 TalkSwitch seconds. 2.3.1.4 Help Menu To access TalkSwitch documents in PDF format (user guides, quick guides, references etc.), go to: Start Menu > Programs > TalkSwitch > Documentation. About Displays the TalkSwitch software version number,...

  • Page 26: Configuration Considerations Connecting

    When two or more units are connected to a LAN and are set up for network use, you can configure all the connected units via the Serial or the USB port to one of the TalkSwitch units, or to a PC connected to the same LAN as the TalkSwitch units.

  • Page 27: System Information

    2.3.3 sub-paragraphs. Note: The configuration screens that follow are depicted for both, the 24-CA and 48-CA/CVA users if they are different. If they are the same, only the 48-CA/CVA screen is shown. The only differences are the two...
  • Page 28 VoIP calls. Note: Sections 2.3.3.2 and 2.3.3.3 only apply to TalkSwitch 48-CA/CVA users. TalkSwitch 24-CA users can skip to section 2.3.3.4 — Telephone Lines. T A L K S W I T C H U S E R G U I D E • N O R T H A M E R I C A...

  • Page 29: Ip Configuration

    System IP Settings section If you have a DHCP (Dynamic Host Configuration Protocol) server and your TalkSwitch unit(s) is (are) connected to the LAN, all fields are filled with the correct information. T A L K S W I T C H C O N F I G U R A T I O N...
  • Page 30 Internet Service Provider (ISP). If you are unsure if your connection is dynamic or static, 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 to the correct information to manage VoIP calls properly.
  • Page 31 ID (1-4). If you use a DHCP server, you need to reserve an IP address for each TalkSwitch unit. To reserve an IP address, you need the MAC address of each unit. See section 2.3.2.1 for details on checking the MAC address.

  • Page 32: Voip Configuration

    2.3.3.3 VoIP Configuration This section deals with configuring your TalkSwitch for VoIP. Expand the System Information folder and click VoIP Configuration. T A L K S W I T C H U S E R G U I D E • N O R T H A M E R I C A...
  • Page 33 SIP Server location. To facilitate calls between TalkSwitch locations, we recommend that you use TalkSwitch location codes 250-299 as phone numbers for each of your VoIP numbers. Do not assign duplicate numbers between any two locations.
  • Page 34 Outbound Proxy: 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 to this unit. (for example, ‘domain.com’). Note: This field is only required when TalkSwitch is being provisioned with a VoIP service provider.
  • Page 35 Click this button to view whether or not this system is registered with the designated Registrar Server. In the “Service Provider Profile” tab TalkSwitch CVA can register with VoIP service providers to support calls using their service. Check with TalkSwitch for the list of Service Providers that support TalkSwitch inter operability.
  • Page 36 Enter the Realm/Domain (if required) associated with the Service Provider. VoIP numbers The descriptions for the VoIP numbers under the TalkSwitch Profile tab are the same for the items below. VoIP numbers available for use with this Service Provider: Maximum number of VoIP numbers for incoming calls:...

  • Page 37: Telephone Lines

    File -> Retrieve Settings to update the screen. Note: If the units are networked, you need to configure the options for all the units. At the top of the window, select the tab for each TalkSwitch unit (labeled ‘TalkSwitch 1’, ‘TalkSwitch 2’, etc..) and follow the instructions below.
  • Page 38 TalkSwitch to answer a second call on the same line while it is handling the first call. You may want to consider adding the Hunt/Rollover service to your lines instead.

  • Page 39: Voip Numbers

    2.3.3.5 VoIP Numbers The TalkSwitch 48-CVA supports 4 VoIP lines per unit. Up to 12 VoIP phone numbers can be assigned for each 48-CVA so that unique call handling scenarios can be configured for up to 12 numbers. For example, you might...
  • Page 40 VoIP numbers and performed a firmware update, the new layout will place these numbers in VoIP slots 1,4,7 and 10. Phone numbers need to be associated with the TalkSwitch network or a Service Provider network.

  • Page 41: Line Hunt Groups

    In the “Service Provider Profile” section All VoIP numbers are active when the system is first configured. Phone numbers need to be entered exactly as provided by the Service Provider. For the United States and Canada, the Country code is 1. Enter the area code and phone number.
  • Page 42 Under ‘Set Line Hunt Group’, select the lines you wish to add to the Hunt Group by checking the box next to the line. Note: If multiple TalkSwitch units are connected to the LAN, a check box is enabled, so that outbound calls always hunt the lines on the unit where the extension is connected.

  • Page 43: Automatic Route Selection And Toll Restriction

    The Automatic Route Selection (ARS) table is programmed by the system administrator with the leading digits of calls to be re-routed or blocked. TalkSwitch routes outgoing calls through Line Hunt Groups to telephone lines or VoIP trunks, dialing the outgoing Line Hunt Group access codes “9”...
  • Page 44 You can define a name for each line hunt group and adjust the order in which the telephone lines will be used for outgoing calls. • Type a name into the Line Hunt Group name: field (up to 20 characters). •...
  • Page 45 Once you dial ‘011’, the system recognizes that the caller is placing an overseas call. ‘011’ are the leading digits. ARS will route or block calls according to the leading digits you define and the actions you chose in the TalkSwitch Configuration under System Information -> Auto Route Selection. •...
  • Page 46 Note: The entries that you specify for ARS match the dialed digits with the longest leading digits entry. If the numbers dialed match the digits that you specified in table shown above, the call is routed to a line hunt group or blocked according to the Action you selected.
  • Page 47 By default, all line hunt groups for each local extension are enabled. If you wish to restrict access to some line hunt groups, you need to disable the line hunt groups at the local extension. • Open the TalkSwitch Configuration software. • Select System Information •...
  • Page 48 ARS. They are either allowed or blocked. Call Detail Record Logging (CDR) You can retrieve the records generated by the calls that are made through the TalkSwitch system. Please refer to Call Detail Record Logging TalkSwitch Quick Guide. Automatic Route Selection Examples...

  • Page 49: Fax Information

    ‘None’ . If you do not see your fax number in the list, make sure you have activated the appropriate line or Distinctive Ring number in the TalkSwitch Configuration software, under System Information -> Telephone Lines.

  • Page 50: Local Extensions

    Local Extensions Local Extensions are phones or devices connected to any of the extension jacks at the back of TalkSwitch. See sections 1.3 and 1.4 for more details on connectivity. Note: If you have multiple units configured together on the same LAN, each unit has a separate tab at the top of the folder.
  • Page 51 Phone Type If you have a TalkSwitch phone set connected to this extension, then select the model of phone. TalkSwitch sets have some integrated features that will not work unless the proper phone is specified. Features include intercom paging and group paging over the speaker on the TS-200, TS-400 and TS-600 phones and message waiting counter.

  • Page 52: Remote Extensions

    ‘Direct line access’ and choose the appropriate Hunt Group. As soon as the fax goes off hook, TalkSwitch hunts the specified lines for an available line. This feature allows users to avoid dialing extra digits to access a line.
  • Page 53 Remote Extension number. There are 8 Remote Extensions available per TalkSwitch unit. Note: If a TalkSwitch has Unit ID 2, the Remote Extension numbers are 221–228. Unit ID 3 has remote extensions 231-238 and Unit ID 4 has 241-249. Choose a Remote Extension to configure. You must enter a phone number in order for the extension to be considered active by the system.

  • Page 54: Extension Ring Groups

    The callers are on hold at the Telephone Company and not at TalkSwitch. If you want callers to hear music while they are on hold for calls forwarded to Remote Extensions, do not use Same line Connect. It is best to experiment with different settings in order to decide what works best for your configuration.
  • Page 55 Different uses for Extension Ring Groups Send calls to specific groups of employees. For example, if you have a company with several departments, you can configure Extension Ring Group 300 for the Sales Department, to ring extensions 111, 112, 113, and 114. Ring Group 301 might be for Technical Support, ringing extensions 115 and 116.

  • Page 56: On-Hold/ Ringback

    2. If you have a music source connected to the MUSIC jack, select ‘Play music whose source is connected to the MUSIC jack’ . 3. TalkSwitch can play a music-on-hold file once loaded on the system. This file must be in 8KHz, 8bit, mono, u-law format. You can convert MP3 and other file formats using a utility like Audio Converter or Ripper.

  • Page 57: Voicemail

    Obtain a 1/8” audio splitter available at most electronics stores. If you are using a.wav file loaded to TalkSwitch, no additional steps are necessary. The music file is copied to all units on the LAN.
  • Page 58 All Local Extensions are activated with a voicemail box by default. Mailbox Option section Play announcement only: If you want to use a local extension mailbox for informational purposes and prevent callers from recording messages, check the ‘Play announcement only’ box.
  • Page 59 Configuration Notification Options (button) Define how TalkSwitch dials out of your office when notifying you of a voicemail. If the first connection is not successful, define the number of times and the intervals TalkSwitch continues to attempt the connection.
  • Page 60 If attempt unsuccessful, try again: These parameters control how many times TalkSwitch tries to notify the Remote Phone or Pager before it aborts the entire notification attempt. You can specify the time interval between attempts.

  • Page 61: Remote Extension Voicemail

    2.3.4.2 Remote Extension Voicemail Remote Extension voicemail is similar to the Local Extension voicemail. Ensure that the remote extension has been enabled so that you can activate its voicemail. Please refer to section 2.3.4.1 for information on the following. If a caller presses ‘0: Go to voicemail box;...

  • Page 62: General Voicemail

    2.3.4.3 General Voicemail General Voicemail is similar to both Local and Remote Extension Voicemail. These are generic mailboxes used for general purposes like messages for a sales team or a technical support group. Please refer to section 2.3.4.1 for information on the following. If a caller presses ‘0: Go to voicemail box;...

  • Page 63: Global Settings

    2.3.4.4 Global Settings Any changes made to Global Settings affect all system voice mailboxes. Global Message Waiting Indicator This option is helpful if you use a limited number of voice mailboxes. When a new message is left in any active voice mailbox, the Power/Data light pulses very slowly to indicate that there is at least one new message in one of the mailboxes.
  • Page 64 advantage of listening to the Caller ID information at the end of the message to identify callers*. *Caller ID service required from your telephone company. View Mailbox Data (button) View the details for each voice mailbox and announcement followed by a summary.

  • Page 65: Call Handling

    To use the Automatic Mode Switching feature, activate it by clicking ‘Use Automatic Mode Switching’ . Set the start times for each mode. If you want TalkSwitch to change modes more than twice in one day, you can activate up to two extra mode changes.

  • Page 66: Auto Attendant

    Note: When two or more units are networked (48-CA/CVA models only), they share the same 9 Auto Attendants. When an Auto Attendant message is recorded on any TalkSwitch unit, it is automatically copied to all the other TalkSwitch units on the same LAN. This feature helps reduce network traffic and allows any system to continue functioning even if another unit loses power or is disconnected from the LAN.
  • Page 67 Record Auto Attendant messages Pick up any Local Extension (dial into TalkSwitch from an external source at the Auto Attendant) and enter command mode by pressing . If you have an Administrator password, enter it. Begin entering the touch tone commands listed below.
  • Page 68 Attendant, use this option to forward calls to a Remote Extension for emergency purposes or direct callers to a voice mailbox. If the caller selects ‘1’, ‘2’, ‘3’, ‘4’ or ‘5’ then: TalkSwitch can perform one of several actions in the table below at the selected Auto Attendant. perform no action If you don’t want to use a particular option,...
  • Page 69 ‘111‘ as an extension number. If a fax call is detected then: If TalkSwitch detects a fax call (identified by the CNG tones emitted from the fax), it can route it to a Local Extension. If you do not want to use fax detection, have TalkSwitch perform no action.
  • Page 70 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 71 Load Auto Attendant (button) Click this button to display a dialog box with instructions on how to load an Auto Attendant using a pre-recorded .wav file. If you want to have Auto Attendants professionally recorded, make sure to specify that the files have to be 8KHz, 8bit, mono, and saved as a µ-law format .wav file.

  • Page 72: Telephone Lines

    On an incoming call during mode 1 or 2 Select a line to configure and select Mode 1 or Mode 2 where you want TalkSwitch to use these settings. If you entered the phone number in the Telephone Lines section under System Information, the number displays on the corresponding button.

  • Page 73: Voip Numbers

    Note: If you call on any line, TalkSwitch answers after 15 rings with a generic Auto Attendant so that you can still access the system to make configuration changes, change modes, access voicemail or dial Extensions. Play Auto Attendant This option plays an Auto Attendant for incoming calls. Select the appropriate Auto Attendant (1–9) and the number of rings before the Auto...

  • Page 74: Local Extensions - Call Cascade

    Descriptions for VoIP numbers and Telephone Lines (section 2.3.5.3/4) on the four features below are the same. Ring Extensions only (no Auto Attendant is played), Play Auto Attendant or, Go to Voice Mailbox. Adjust Sequence... (button) 2.3.5.5 Local Extensions — Call Cascade This section configures the incoming Call Cascade options for the Local Extensions.
  • Page 75 If a call is manually transferred to a Local Extension that is busy, TalkSwitch follows the Call Cascade options for that extension. There are 4 different ‘Call Cascade’ situations for Local Extensions. Busy (at extension); No answer (at extension); Answer (at extension, routing when a call is rejected) and Do not Disturb (when turned on at an extension).
  • Page 76 • hang up. In the case you select ‘hang up’, TalkSwitch plays the following prompt: “I’m sorry, that extension is unavailable at this time. Please try again later.” 4. Do not Disturb — routing options when this extension has engaged the ‘Do not Disturb’...

  • Page 77: Remote Extensions - Call Cascade

    • go to auto attendant, • hang up. When ‘Do not Disturb’ is enabled, you hear ‘Do not disturb on’ before the dial tone as a reminder that no calls ring at your extension. You may dial during this prompt. Note: In the Cascade sequence, only choosing an extension (Local, Remote or Ring Group) allows you to choose an option in the next selection.
  • Page 78 • hang up. For more information on these features, see Chapter 3: Using TalkSwitch. 2. No Answer tab — routing options if this extension is not answered after x rings Select the number of rings and select one of the actions. The action drop down list is the same as for the Busy tab except that the option ‘play busy...

  • Page 79: Extension Ring Groups - Call Cascade

    If you select ‘stay connected’, the Call Cascade options are grayed out. TalkSwitch can control forwarded calls when prompting is enabled. If you use one of the prompted methods for this Remote Extension, have Music on hold enabled and are not using 3-way calling to forward calls to this Remote Extension, the Call Cascade is seamless to the caller.
  • Page 80 • hang up. For more information on these features, see Chapter 3: Using TalkSwitch. 2. No Answer tab — routing options if this extension is not answered after x rings Select the number of rings and select one of the actions. The action drop down list is the same as for the Busy tab except that the option ‘play busy...

  • Page 81: Call Back/Call Bridge

    VoIP number(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...

  • Page 82: Auto Call Back

    Auto Attendant answers your call, dial ‘6’ to access the Call Back settings through a series of prompts which allow you to: a) Enter the telephone number where you would like TalkSwitch to call you. b) Record an ‘‘Announced’ message if required. Call Back is activated right after you initiate Prompted Call Back and hang up.
  • Page 83 Number used to trigger Auto Call Back: Select the line/phone number that you dial when out of the office to trigger Auto Call Back. TalkSwitch initiates the Call Back using the same line you initially called. You can make configuration changes to Auto Call Back by dialing into this phone number only.
  • Page 84 The password option is designed to give you security and to restrict the use of this particular Call Back number. Enter a 4- to 8-digit password for the Call Back. When TalkSwitch calls you back, you are prompted for the password to accept Call Back.

  • Page 85: Prompted Call Back

    (do not enter a Line Hunt Group in the dialing string). TalkSwitch calls back from the same line the call originated. T A L K S W I T C H C O N F I G U R A T I O N...
  • Page 86 Use Announced message: As described in the Auto Call Back (section 2.3.6.1), we recommend this option if the number TalkSwitch calls back is to a hotel or a location where a third party answers the call. The Announced message option allows you to record a message that plays when the call is initially answered during a Call Back.

  • Page 87: Call Bridge

    Bridge box. You can restrict the Call Bridge line access by clicking the Hunt Group Access button. By default, Call Bridge is enabled when Call Back is activated. Note: The call back number shown is always the last number TalkSwitch dials in the last Prompted Call Back session. 2.3.6.3...

  • Page 88: Options

    Audio Controls This section deals with the adjustment of volume and system gain controls. All the controls on this page update TalkSwitch in ‘real time’ . This allows you to adjust levels during a conversation without having to first save the configuration to TalkSwitch.
  • Page 89 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 90: Transfer Options

    You have the choice of TalkSwitch ringing back the extension that T A L K S W I T C H U S E R G U I D E • N O R T H A M E R I C A...
  • Page 91 Flash or Link action at a Local Extension. The default prefix is Example: You receive a call on a phone in your home that is not a TalkSwitch extension and you want to transfer the caller to Remote Extension 215. You dial , wait for the ‘double beep’, dial 215 and hang up.

  • Page 92: 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 93 Setting up TalkSwitch behind an existing PBX 1. Connect the PBX extension to one of TalkSwitch’s 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.

  • Page 94: Troubleshooting

    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. T A L K S W I T C H U S E R G U I D E • N O R T H A M E R I C A...
  • Page 95 Some telephone company 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.

  • Page 96: Troubleshooting - Advanced

    Remote Extension (2xx), or Ring Group (3xx) as long as the second digit is pressed within 1.5 seconds of pressing the first digit. Callers can press 1, 2, 3, 4 or 5. When TalkSwitch detects no second digit after 1.5 seconds, it follows the programmed option for that Auto Attendant.
  • Page 97 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 till it stops the ringbacks.
  • Page 98 TalkSwitch needs 4 ports for each TalkSwitch unit. RTP ports are evenly numbered from the start port (i.e. 6000, 6002, 6004 and 6006 are needed for the first TalkSwitch unit on a LAN and 6030, 6032, 6034 and 6036 are used for the fourth unit).

  • Page 99: In The Office - Receiving Calls With Or Without The Auto Attendant

    It will follow the instructions it was given in the configuration. For details on configuring Auto Attendants, see section 2.3.5.2. For details on configuring TalkSwitch to answer calls using Auto Attendants, see section 2.3.5. When calls are answered by an Auto Attendant, callers can dial any Local Extension (1xx), Remote Extension (2xx —...

  • Page 100: In The Office - Making And Receiving Calls

    TS-200, TS-400 or TS-600 phone sets. To place an intercom call to one of these sets, dial *84 + the local extension number (1xx) at the TalkSwitch dial tone. Place ‘out-of-office’ calls from a Local Extension...

  • Page 101: Placing Calls On Hold At A Local Extension

    Note: If you press the ‘Hold’ button on a regular phone, you are not able to access any of the TalkSwitch features while the caller is on hold. If you have Music on hold enabled, the caller does not hear music while on hold.

  • Page 102: Call Park - Parking And Retrieving Callers

    3.2.5 Call Park — Parking and retrieving callers Call Park is a feature for placing a call on hold and then retrieve it from any other Local Extension. TalkSwitch has 10 Park Orbits in all models (500–509). 3.2.5.1 Parking a caller To place a caller in the next available Park Orbit, press ‘flash’...

  • Page 103: Parking A Caller Using Auto Park

    Park Orbit. 3.2.5.4 Using Call Park with the Paging option If the External Paging option is enabled on TalkSwitch, you may choose to announce over the P.A. system (by pressing 0) that there is a call parked in a specific Park Orbit for a co-worker. For example: “Bob, please pick up 501.”...

  • Page 104: Queuing Callers To An Extension Ring Group

    If the call came from the Auto Attendant and the extension has no voice mailbox: “The extension you have reached is currently busy. If you wish to continue holding, please remain on the line and to return to the main menu, press .”...

  • Page 105: Using The Talkswitch Call Waiting Feature

    If the person at the extension does not want to take the new call, s/he can ignore the Call Waiting beeps and TalkSwitch directs the caller to the next level of the Call Cascade for that extension (i.e. send the caller to the associated voice mailbox).

  • Page 106: Making And Receiving Calls Using Voip

    Dialing ‘88’ at the internal dial tone tells TalkSwitch to hunt all voip numbers for an available line. In order to reach a remote location, a VoIP phone number has to be assigned to the VoIP number you intend to call.

  • Page 107: Using Phones Connected In Parallel To Talkswitch

    3.2.10 Using Phones connected in parallel to TalkSwitch Phones connected in parallel (not connected to TalkSwitch but connected to the same line) with TalkSwitch always ring at least once before TalkSwitch starts ringing its extensions or the Auto Attendant answers the call.

  • Page 108: Modems And Telephone Line Access

    When a phone in parallel with TalkSwitch is off-hook, you notice that the corresponding line light flickers to indicate the line is busy. TalkSwitch does not allow extensions to interfere on a call that has the line in use. Note: You can change the Transfer Prefix to instead of if the default prefix conflicts with another device or service.

  • Page 109: Out Of The Office - Receiving Calls Through Call Forwarding

    3. Dial and mailbox number to transfer a caller to a voice mailbox. If the system is configured in the TalkSwitch Configuration software under Options -> Transfer Options in the Remote Transfer section to Perform a blind transfer, the system plays the prompt “Call Transferred. Goodbye.” and hangs up after the extension or mailbox is dialed.

  • Page 110: Screening Options For Forwarded Calls

    When ‘play caller’s name first’ is configured in the ‘Answer at ext.’ Call Cascade option, TalkSwitch plays a pre-recorded prompt to callers asking them to record their name at the sound of the tone. TalkSwitch asks the caller to hold and dials the call forwarding telephone number. When you answer the forwarded call, TalkSwitch plays a pre-recorded prompt that identifies the call as forwarded (“This is Call Forward, you have a call...

  • Page 111: Calls Over Voip With Sip Phones And Gateways

    Each TalkSwitch unit comes with approximately 30 minutes of voicemail recording capacity (shared with Auto Attendant greetings). This capacity can be increased by adding TalkSwitch memory cards. You can add 1, 2, 4.5, or 9 hours of storage to each unit. Contact your TalkSwitch dealer to purchase memory cards.

  • Page 112: Activating Voicemail Boxes

    3.4.2 Retrieving messages/Accessing a voice mailbox When a new message is left in a Local Extension mailbox, TalkSwitch plays a stutter dial tone to that extension when the handset is picked up. It can light up the message waiting light on the phone if the phone supports FSK Message Waiting Indicator.
  • Page 113 Listen to messages (press 1) If there are messages in your mailbox, press 1 to access them. TalkSwitch always starts with new messages before it plays back any older messages. You can perform the following actions during or after the message.

  • Page 114: Pager And Cell Phone Notification

    Dial Back up one level Dial Skip to next message – This leaves new messages as new. Change greeting options (press 2) This allows you to record a new personal voicemail greeting. The default greeting is: “The extension you have reached is unavailable at this time. Please leave a message after the tone”.

  • Page 115: Music On Hold

    MUSIC jack or from a .wav file (8 KHz, 8 bit, mono, u-law, wav format) stored internally on the unit(s). When a .wav file is loaded on the TalkSwitch units, the file is duplicated to all units on the LAN for redundancy in case the LAN goes down or a particular unit is unavailable.

  • Page 116: Out Of The Office - Making Calls With Call Back And Call Bridge

    This is especially useful when you are out of the office with your cell phone and need to dial a long-distance number. To avoid long-distance cell rates, all you need to do is make the local call to TalkSwitch to access Call Bridge and make the long-distance call, accessing your office savings plan.

  • Page 117: Using Call Back

    For long distance calls, do not forget to include the ‘1’, country code, and area code. 3.7.2 Using Call Back The Call Back feature allows you to initiate TalkSwitch to call you at a specified telephone number. This gives you access to any of the following: •...
  • Page 118 Auto Attendant answers your call and then dial ‘6’ on the telephone keypad. If you have enabled password protection you are asked to supply your password. TalkSwitch then offers a series of prompts. You can enter 1 and hang up to initiate the Call Back, or, if you need to enter a new Prompted Call Back number, enter 2 to access the Prompted Call Back settings, then follow the prompts.

  • Page 119: Upgrading The Talkswitch Software And Firmware

    3.8 UPGRADING THE TALKSWITCH SOFTWARE AND FIRMWARE We are continually looking for ways to enhance your communications capabilities. When new features are added, we want TalkSwitch users to have immediate access to the update. TalkSwitch supports firmware updates for adding new features. You can easily update your TalkSwitch.
  • Page 120 The update time varies depending on the connection type, how many files are needed and how many units are updated. On average the process takes between 1 and 5 minutes. The LED lights on the TalkSwitch’s front panel show diagnostic indicators for the update.
  • Page 121 3.21. Units do not operate properly if they are networked together with mismatched firmware versions. To confirm all units are properly loaded, select ‘View Details’ on the ‘About TalkSwitch’ page in the configuration software. See below. If the firmware update was unsuccessful, please follow the instructions through the update process again.

  • Page 123: Enabling Call Detail Record (Cdr) Logging

    TalkSwitch phone system. 4.1 ENABLING CALL DETAIL RECORD (CDR) LOGGING TalkSwitch can report the CDRs in “real-time” to a computer connected to the unit’s serial port, or log the CDRs in a file on the unit itself. 1. Connect TalkSwitch to your computer and open the TalkSwitch Configuration software.

  • Page 124: Retrieving Data

    You can access the CDR information through an HTTP interface. In a web browser’s Address Bar, enter the Box IP address of the TalkSwitch system. 1. In a web browser enter the TalkSwitch unit IP address followed by the forward slash and login.html Note: You can confirm the unit’s IP address from the...
  • Page 125 3. Click on the link for Call Detail Record (CDR) Management. 4. You may either right click on Download CDR to save the information to your PC or left click on the link to view the current information. Once the CDR file has been downloaded, you can clear the buffer/file by selecting the link under Clear CDR.

  • Page 126: Serial Interface - Real Time To Serial Interface

    1. Launch Hyper Terminal by clicking Start -> Programs -> Accessories -> Communications -> HyperTerminal. 2. A window pops up prompting for a connection name. Enter TalkSwitch, then click OK. Note: If you have not used Hyper Terminal before you will be prompted to set this program as a default telnet application and enter your area code.

  • Page 127: Analyzing The Data

    4. Set the bits per second to 57600. All other values may be left at their defaults, then click OK. 5. Click on Transfer -> Capture Text... 6. Select the appropriate directory and filename to save the data. Click Start. Note: It is recommended to stop the capturing of text periodically and restart saving it to a new file.
  • Page 128 Example: Each column contains specific information related to the current state of the call. The following is a list of the columns with an explanation for each one: 1. Type — This column contains the following characters: a) I — Indicates an Inbound Call b) T —...
  • Page 129 Exxx = Connected to Extension xxx (xxx = 111-118, 121- 128, 131-138, 141-148) Axxx = Connected to Auto Attendant 00x (x= 1 to 9) Rxxx = Ringing at Extension xxx (xxx = 111-118, 121-128, 131-138, 141-148) Qxxx = Queued at Extension xxx (xxx = 111-118, 121-128, 131-138, 141-148, 300-309) Mxxx = Connected to Voice Mailbox xxx (xxx = 111-148, 211-248, 410-449)

  • Page 131: Introduction To Voip

    5.1 INTRODUCTION TO VOIP 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. The TalkSwitch 48-CVA can be used in many different applications. The most popular configurations are multi-branch, teleworker integration and service provider integration.

  • Page 132: 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 133: The Local Area Network

    (different subnets) successfully. Example: The Linksys BEFSR81 router has a built-in 8 port switch which is perfect for a LAN supporting both TalkSwitch units and computers. If you’re not certain whether your equipment is an Ethernet switch, contact the manufacturer.
  • Page 134 Can a firewall prevent VoIP calls from passing through? The purpose of a firewall is to control what kinds of traffic enter and leave your network. The 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 135 SIP just initiates, terminates and modifies sessions. TalkSwitch phone systems use the Appello® SIP Stack for VoIP communications. The Appello® SIP Stack was developed by TalkSwitch — a division of Centrepoint Technologies Inc. What is a VPN? Can a VPN help me to carry data securely over the Internet? VPN stands for Virtual Private Network.
  • Page 136 IP address changes. But since this can be an expensive option, TalkSwitch 48-CVA supports the ability to handle Dynamic Public IP addresses for the Internet connection. TalkSwitch can automatically check for the current public IP address and substitute the private IP address with the public address so that VoIP traffic is properly routed through the NAT.
  • Page 137 3rd party SIP phones, 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. When you first set up your VoIP device (TalkSwitch 48-CVA, gateway or phone), it will register itself with the TalkSwitch 48-CVA that is configured as the SIP Server so that calls can be directed to your location.
  • Page 138 DSL modem usually results in the assignment of a new IP address. TalkSwitch has technology that helps keep this information up to date so that the system can function properly after an IP address change has been detected and updated.

  • Page 139: Help

    6.1 HELP 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 140: Troubleshooting

    Diagnostic codes for the lights flashing on the front panel of TalkSwitch All line lights flashing simultaneously: The Unit ID of this TalkSwitch is in conflict with another TalkSwitch unit on the same LAN. Make sure you assign a different Unit ID to each TalkSwitch unit. See section 2.5.3 for more information on changing a unit ID.

  • Page 141: Problems That May Occur During Configuration

    TalkSwitch dealer. Line 1 and 4 lights flashing simultaneously: There is a voice mailbox error. To fix the problem, reboot TalkSwitch. It will do a file system check and fix any problems encountered. Line 1, 2, 3 and 4 lights flashing simultaneously: Firmware not loaded or corrupted.

  • Page 142: Problems That May Occur While Using Talkswitch's Features

    Try recording the Auto Attendant using another extension/ telephone. The Auto Attendant answers calls before any of the extensions ring. This is a problem for those TalkSwitch users who wish to have their Local Extensions ring before the Auto Attendant picks up incoming calls. •...

  • Page 143: Music On Hold

    • Make sure your extensions are plugged into the extension jacks on the back panel of TalkSwitch (instead of your telephone wall jacks). • Check your settings in the Auto Attendant page. Are the options pointing to the correct extensions? 6.2.2.2...

  • Page 144: (Transfer And Intercom)

    . • 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 dedicated fax line or a distinctive ring number.

  • Page 145: Other Possible Local Extension Problems

    Some telephones require more voltage in order to ring. These phones are usually the older ‘Bell’ phones that have mechanical ringers. These phones are too much of a load for TalkSwitch and should not be used as an extension. •...

  • Page 146: To The Same Lan

    After recording an Auto Attendant greeting, I can’t play it back. • After recording an Auto Attendant on one of the TalkSwitch units, it will then copy it to other TalkSwitch units on the LAN. During this process, you cannot listen to that particular Auto Attendant. Try again in a few minutes.

  • Page 147: Problems That May Occur With Voip

    Proxy/Registrar server as your TalkSwitch CVA, SIP gateway or SIP 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 148 The cause of this problem is usually a result of a router being misconfigured with respect to port mappings. Ensure all required VoIP ports are mapped to your TalkSwitch unit. Also, ensure you use a static private IP address when connected to your router as this can also affect port mappings from the firewall/router.

  • Page 149: A: Quick Commands And Dtmf Functions

    Command Action TalkSwitch tells you which mode it is currently using. Switch Modes (x = 1 or 2) Record Auto Attendant (x = 1 to 9) Erase Auto Attendant messages (x = 1 to 9) Playback Auto Attendant messages (x = 1 to 9) 61–64...
  • Page 150 Set to Serial connection mode (default) Set to USB connection mode 2xx 8<phone Enter Remote ext. (2xx) phone number number> 2xx 980 0 Enter Remote ext. (2xx) Turn off “Same Line Connect” 2xx 980 1 Enter Remote ext. (2xx) Turn on “Same Line Connect” 2xx 9 <Hunt Enter Remote ext.
  • Page 151 <flash> at It retrieves the most recent To retrieve the caller on internal dialtone caller put on hold. hold for the most time, dial 7 at internal dialtone. <flash> at Switches to internal dial- Dialed when connected to external dialtone tone.
  • Page 152 Auto Park a call Press ‘flash’, then to place a caller in the next available parking spot (park orbit). 500–509 Parked Call Retrieval Direct dial 500–509 from dial tone to pick up a parked call. <flash> 6 Conference Call for 3 par- Press ‘flash’...
  • Page 153 Play music source through Direct dial from dialtone to PA output. toggle on or off music through the PA port; use- ful for office background music. 84 + On-hook intercom On-hook intercom calls are extension automatically answered in speaker mode, enabling instant hands-free two- way communication.
  • Page 154 DTMF dialed at the Auto Attendant message from outside phones Digit dialed Function performed User Defined — Mapped to an Extension, Ring Group, Auto Attendant, Voice mailbox, Announcement or per- form no action. 111–114 Dials Local Extensions; 211–218 Dials Remote Extensions associated with an external phone number;...

  • Page 155: B: Using Talkswitch With Telephone Company Calling Services

    Caller ID information to that extension. If a call is transferred from one extension to another, the 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 156 Voicemail (Call Answer) — A service which gives callers the opportunity to leave a message when your phone line is busy or unanswered. TalkSwitch can work in conjunction with your telephone company’s Voicemail Service.
  • Page 157 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...

  • Page 159: C: Talkswitch And Power Interruptions

    (including VoIP) will be available other than: • Local Extension 114 can make or receive calls on Line 1. In the event of a power return, all TalkSwitch features and capabilities will be re-established. Mode Scheduling and Power Interruptions: When the power supply to TalkSwitch has been interrupted, TalkSwitch’s internal clock will continue to run for up to 12 hours.

  • Page 161: D: Safety Precautions And Regulatory Information

    2 hours before plugging it in to a power outlet. 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.
  • Page 162 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 163 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 164 Should you experience trouble with this telephone equipment, Model: CT-TS01, for repair or warranty information please contact your reseller. See Appendix D, “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 165: E: Talkswitch One-Year Warranty And Return Policy

    TalkSwitch shall not have any obligation to repair or replace product until the Customer returns defective product to TalkSwitch. Any replacement A P P E N D I X E...
  • Page 166 CONDITIONS OF MERCHANTABILITY, SATISFACTORY QUALITY, DURABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. 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...

  • Page 167: Warranty Service

    If you fail to provide proof of purchase, your reseller and TalkSwitch, a division of Centrepoint Technologies Inc. (“TalkSwitch”) will not be able to provide you with any kind of warranty service. To obtain warranty service, products must be sent to your reseller or a service facility designated by TalkSwitch.

  • Page 169: F: 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 170 • 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 171 D) Copyright © 1991-2, RSA Data Security, Inc. Created 1991. All rights reserved License to copy and use this software is granted provided that it is identified as the "RSA Data Security, Inc. MD5 Message-Digest Algorithm" in all material mentioning or referencing this software or this function. License is also granted to make and use derivative works provided that such works are identified as "derived from the RSA Data Security, Inc.

  • Page 173: G: Specifications

    A P P E N D I X G SPE CI F I CA T I O NS Extension Interface Loop range 0 to 600 ohms On hook voltage 35 volts Off hook loop voltage source 35 volts Off hook loop current 23 to 40 mA Ringing voltage 90 volts RMS...
  • Page 174 System C.O. interfaces Extension interfaces RS-232, 9 pin interface USB interface Memory expansion 1 hour, 2 hours, 4.5 hours, 9 hours TalkSwitch Memory Cards Music input Phono jack (mono) P.A. output Phono jack (mono) Power source AC wall adapter 120VAC/16VAC 1.1A...

  • Page 175: Glossary

    (sine waves). TalkSwitch is an analog device # (Pound Sign or Number Sign) and works with any other The character on the bottom analog device or telephone right of your touch-tone system.
  • Page 176 PC’s exterior Call Forward Serial Port and software; most A TalkSwitch feature that PCs have four COM Ports: COM1, forwards calls to one of eight COM2, COM3, and COM4. The or more Remote Extensions...
  • Page 177 Distinctive Ring number has a equipment is ready to receive different ringing cadence. dialed digits. The tone may be TalkSwitch can detect one, two interrupted when features like and three ring bursts per message waiting or call ringing cycle and provide forwarding are activated.
  • Page 178 A home phone is any telephone telephone or analogue device using the same telephone line (answering machine, fax, etc.) as one of the TalkSwitch lines, plugged into one of the but is not plugged directly into ‘Extension’ jacks on the back the back of TalkSwitch as an panel of your TalkSwitch.
  • Page 179 (called ‘host’), is independent. Modem Keypad Commands Acronym for MODulator- Combinations of digits used to DEModulator. A modem is a configure TalkSwitch from a device or program that touch-tone telephone converts digital information stored on a Computer into Keypad (Telephone)
  • Page 180 Tone indicating that the called handling benefits (call hold, party telephone is ringing. intercom calling, etc.). Tone is not always TalkSwitch is a ‘mini’ or ‘micro’ synchronized to the actual PBX. ringing signal at the called Phone Load telephone and may not use the see Ringing Equivalency same ringing pattern.
  • Page 181 Tel Lines 1, 2, 3, or 4 and C is the shortcut key to A jack or plug-in on the back copy. On PCs, the function keys panel of TalkSwitch which can are often also used as shortcut accept a RJ-11 plug from a keys.
  • Page 182 Virtual Extension A telephone or other communications device not physically connected to TalkSwitch as an extension but providing the same functionality. The term ‘virtual’ distinguishes something that is merely conceptual/logical from something that has physical reality.

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