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Talkswitch CT.TS005.001101.UK User's Manual

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1. Number to call back Enter the Call Back number exactly as you would normally dial the number i e do not enter a line Hunt Group in the dialing string Use dialing prefix If you have to dial the same prefix every time when using Auto Call Back i e long distance calling card number enable Use dialing prefix Enter the dialing prefix including any required pauses or feature keys like EP or Use a comma to insert a 2 second pause For example if you want to disable Call Waiting and want to dial a long distance prefix before dialing the long distance number enter the following TALKSWITCH CONFIGURATION 72 70 1010555 This corresponds to 70 for disabling the Call Waiting feature a 2 second pause to wait for the new dial tone 1010555 for the long distance prefix and a 4 second pause to wait for the new dial tone before dialing the long distance phone number 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 Use Password on Call Back 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 pa
2. About TalkSwitch 7 System Information System IP Settings Administration Obtain IP and DNS information automatically Use the following IP and DNS information VoIP Configuration Telephone Lines Unit 1 IP Address 10 0 0 8 Subnet mask 255 255 255 0 VoIP Numbers iste Gas Defaut Gateway 10 0 0 Auto Route Selection Prefered DNS Server 206 191 0 140 Fax Information Alternate DNS Server 206 191 0 210 Local Extensions Remote Extensions Extension Ring Groups On Hold Ringback This TalkSwitch unit is acting as the local proxy for the system Ensure that the SIP signaling port gi V icemail default 5060 is mapped from your router firewall to the IP address of this TalkSwitch unit Call Handling Call Back DISA Options Public WAN IP Address Type of public WAN IP for Intemet Connection dynamic v Current public WAN IP address 64 25 140 172 Public WAN IP address checker server name checkip talkswitch com Fully Qualified Domain Name 20 TALKSWITCH USER GUIDE UK amp IRELAND 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 VoIP Public WAN IP Address Type of public WAN IP address for Internet Connection Select dynamic if your public IP address is a dynamic IP address from your Internet Service Provider ISP If you are unsure if your connect
3. 4 View System Information Click this link to view each TalkSwitch unit s MAC address IP address hardware version and firmware version 5 Region Indicates the region where TalkSwitch is intended to operate TALKSWITCH CONFIGURATION 15 Note Context sensitive help information is available for each option in the configuration software Rest your mouse cursor over any control for a second or two and the information related to that control pops up 2 3 1 1 File Menu Open Save to TalkSwitch Save to File Exit Retrieve Settings Update Firmware Opens existing configuration files from the PC Default configuration files are included with the software TalkSwitch backs up to a file called LastSavedConfig dat every time you save settings to TalkSwitch Saves the current configuration to TalkSwitch Saves the current configuration to a file Closes the Configuration Retrieves settings from TalkSwitch connected to the PC This action updates the firmware For more details on upgrading the TalkSwitch Firmware see section 3 8 2 3 1 2 View Menu Tool Bar Status Bar Toggles the toolbar on off Toggles the status bar on off 2 3 1 3 Tools Menu Memory Usage Voicemail Manager Terminal Window 16 Voicemail Displays a dialog box showing internal memory usage for Voicemail messages Auto Attendant Displays a dialog box showing internal memory usage for Auto Attendant mess
4. Call Cascade options For each of these options you can control how and where you want the incoming call to the extension handled 66 TALKSWITCH USER GUIDE UK amp IRELAND 1 Busy tab routing options when this extension is busy Cascade options for forwarding calls e go to voice mailbox e go to local ext e go to remote ext e go to ring group e play announcement e go to auto attendant e play busy tone example if a fax machine is at the extension e 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 tone is replaced by keep ringing 3 Answered tab routing options when this extension answers or rejects a screened call Select play caller s name first to prompts callers who choose this extension at the Auto Attendant to record their name When you answer the call at the extension it announces the caller by playing their recording At this point you can accept the call by pressing P or reroute the call to the Cascade options on this tab by hanging up or pressing Routing forwarding options for rejected calls e go to voice mailbox e go to local ext e go to remote ext e go to ring group e pla
5. If you have Direct Line Access enabled at the extension press flash before dialing into voicemail Refresh Reset Mailboxes button Example An employee has left the company and all greetings messages and settings for a particular mailbox have to be reset If you simply need to delete a password use the Voicemail Manager located under the Tools menu Reset Mailboxes WARNING Resetting mailboxes will delete their Reset Checked greeting messages and password information Active Mailboxes Cancel 111 Jane Smith 112 Samantha Jones 1113 Bob Ng 114 John Richards 111115 Steve Mitchell 1116 Mike O Brien 1117 Dan Donelly FRI tee Mersina 2 3 5 Call Handling 2 3 5 1 Modes The use of Modes allows you to run different call handling configurations at different times For example you may want forward calls to your cell phone during the day and to your voicemail after business hours Modes are TALKSWITCH CONFIGURATION 5 3 switched manually or automatically with Automatic Mode Switching Name the modes since names are displayed elsewhere in the configuration software whenever Modes are used Configuration TalkSwitch System Configuration Ele view Tools Help About TalkSwitch pees Number of modes System Information Voicemail Mode name Current mode Call Handing Mode1 Mode 1 G Mode1 Modes Mode2 Mode2 C Mode 2 Auto Attendant Telephone Lines VoIP Numbers I Use Automatic Mode
6. b Record an Announced message if required Call Back is activated right after you initiate Prompted Call Back and hang up It is 70 TALKSWITCH USER GUIDE UK amp IRELAND important to remember that a small initial long distance charge is incurred at your current location when you activate Prompted Call Back Note Prompted Call Back is not activated in the TalkSwitch configuration by default You need to activate Prompted Call Back before you can use the feature The Call Back out of the system to the number programmed always uses the same line that was dialed 2 3 6 1 Auto Call Back TalkSwitch s Call Back DISA features gives you access to your office based long distance savings plan from anywhere around the world You can configure four Auto Call Back numbers Select an Auto Call Back 1 4 Click the check box next to Activate Auto Call Back x x represents a number from 1 to 4 Configuration TalkSwitch System Configuration Ele Yiew Tools Help Deb About TalkSwitch System Information TalkSwitch Voicemail Call Handling Call Back 1 Call Back DISA F Activate Auto Call Back 1 Auto Call Back Call Back 2 Prompted Call Back ee Number to call back 123 4567 Use Announced Message DISA Call Bridge Call Back 3 a MH Options heane Call Back 4 Number us trigger Auto Call Back 111 5555 X I Use password on Call Back F Allow Call Bridge Hunt Group Access
7. eee eee ee eee eee 91 3 2 5 4 Using Call Park with the Paging option 91 3 2 6 Call Queue UCD Call Waiting Queuing and retrieving callers 91 3 2 6 1 Queuing calls to a single extension 4 91 3 2 6 2 Queuing callers to an Extension Ring Group 92 3 2 7 Using the TalkSwitch Call Waiting feature 05 93 3 2 8 Conference calling with TalkSwitch eee eee eee 93 3 2 9 Making and receiving calls using VoIP eee eee ee ee 94 3 2 10 Using Phones connected in parallel to TalkSwitch 95 3 2 11 Modems and telephone line access e eee eee ee eens 96 3 3 Out of the Office Receiving Calls through Call Forwarding 97 3 3 1 The three ways to forward calls 0 cece cece ee eee eee 97 3 3 2 Transferring calls from a Remote Extension 00eeees 97 3 3 3 Screening options for forwarded calls 0 ee eee eee 98 3 3 4 Calls over VoIP with SIP phones and Gateways 4 99 TABLE OF CONTENTS HI 3 4 Using the TalkSwitch Voicemail System 00 e cece eee eee eee 99 3 4 1 Activating voicemail boxes cece eee eee eee eee ee 100 3 4 2 Retrieving messages Accessing a voice mailbox 4 100 3 4 3 Pager and Cell Phone notification c ccc een cena 102 3 5 MUSIC ON Hold jiccasics cose oka caws aivarieascantevnaieds Saaraas teas 103 3
8. Leading Digits Action route to or block fo 7 3 00 Block Calls e If you dial 9 followed by a phone number that does not start with 1 01 or 01161 you access an outside line The number is automatically routed according to the configuration of line hunt group 9 e If you dial 9 followed by 1 a 3 digit area code and a 7 digit number you access a line for long distance calls in North America as defined in line hunt group 82 e If you dial 9 followed by 01 the call is blocked At the extension you hear a prompt stating You are not permitted to dial this number and then a normal dialtone e If you dial 9 followed by 01161 an area code and a phone number you access a line for calls to Australia as defined in line hunt group 83 36 TALKSWITCH USER GUIDE UK amp IRELAND Configuration TalkSwitch System Configuration Eile Yiew Tools Help Be About TalkSwitch Line Hunt Groups Fax Information I Activate Automatic RARA stim erga Leading Digits P 81 me Action toute to or block System Information Administration een 7 i ii alkSwitch can route or D IP coeno to eleven digts per felda Call attempts made using the Hunt Group codes SSSR Grete VoIP Configuration Line Hunt Group or bloc listed below will be checked using the ARS rules Telephone Lines VoIP Numbers Local Extensions 83 Remote E
9. You hear a confirmation that indicates the caller has been parked successfully and into which Park Orbit 3 2 5 3 Retrieving a parked call Once the caller is parked retrieve the caller at another Local Extension by pressing GE and the appropriate Park Orbit If Direct Line Access is enabled at the extension you must press recall first If using the TS 200 TS 400 or TS 600 phones press the UNPARK button or softkey and enter the 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 This tells Bob that he can retrieve the parked call from any extension by pressing EP501 at the dial tone The caller is now connected to Bob at that extension If Direct Line Access is enabled at your extension press recall before retrieving the parked call If you have a combination of TS 200 TS 400 and TS 600 phone sets in the office you can page over these handsets individually or as a group 3 2 6 Call Queue UCD Call Waiting Queuing and retrieving callers 3 2 6 1 Queuing calls to a single extension 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
10. eeeeeeeeee 141 D Regulatory Information cece eee e cece eee eee e en eenees 147 E TalkSwitch One Year Warranty 0 cece eee eee e cece e eee eeeees 149 F Specifications isccc ceascie caw ta aaiae ne sass wanes ms eoiee sarees a 151 G TalkSwitch and Power Interruptions sce eee eee e eee eens 153 H Copyright and Licensing Notices cece e cece eee e eee eeeees 155 GIOSSATY 5 a csio s eas cra sterare desig E E E E 159 IV TABLE OF CONTENTS CHAPTER 1 TALKSWITCH INSTALLATION 1 1 INSTALLATION Open the system package which will contain The TalkSwitch Unit AC Power Adaptor 110V socket mount adaptor or 230V with power cord subject to market model USB cable supplied only with models without a LAN port RJ 45 LAN cable supplied with all models with a LAN port Telephone cables one per telephone line port CD containing configuration program installation wizard and user documentation Extension Reference Cards TalkSwitch Start Guide Warranty Card If any of these items are missing please contact your TalkSwitch dealer Note The VoIP symbol indicates sections that only apply to VoIP enabled TalkSwitch units We recommend that VoIP users read Chapter 5 VoIP Information TALKSWITCH INSTALLATION 1 2 FRONT PANEL LIGHTS The front panel consists of a power button Power and five LED Light Emitting Diode lights indica
11. Call Handling TALKSWITCH This link displays version information about the TalkSwitch software It also displays new voicemail messages the time and date and the current mode This folder allows you to configure the system setup i e activates lines extensions VoIP music on hold This folder allows you to configure each individual voice mailbox and some global settings for the voicemail system This folder allows you to configure how to handle incoming calls It allows you to setup your Auto Attendants and individual call handling for each line and distinctive ring number for both operating modes CONFIGURATION 1 Call Back Configure TalkSwitch s Call Back and DISA features in this DISA folder Both of these features reduce your company s long distance expenses Options Configure advanced settings In this folder audio controls troubleshooting and various operating options Note Specific details describing the configuration for the use of features related to the TalkSwitch in a networked Networked Configuration are preceded by the icon below If you have a single Talkswitch you can skip these sections in the guide 2 3 2 1 Configuration considerations connecting multiple units to a LAN 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 th
12. Extension Controls These controls adjust the volume level heard at each extension Ext 111 Defaut Ext 112 Defaut v Ext 113 Defaut Ext 114 Defaut Ext 115 Defaut Ext 116 Defaut Ext 117 Defaut w Ext 118 Defaut x VolP Codec Selection If your Intemet connection can support high bandwidth content then you can select G 726 50 Kbps bandwidth or G 711 100 Kbps bandwidth The default setting is G 729 25 Kbps bandwidth Supported Codecs V G 729 F G 711 wlaw Preferred Codec G 729 x Voice Activity Disabled W G 726 F G 711 Aaw Detection VAD Didi Line Controls If you need to adjust the volume of conversations through the system you can adjust each line individually The default settings compensate for loss created by TalkSwitch and a portion of the loss created by your lines We recommend that you adjust the level for each line separately as the characteristics of each line may vary These controls only affect the volume heard by the caller To calibrate the lines once a line is added or changed click the Calibrate Lines button Extension Controls These controls allow you to increase or decrease the volume level of calls and system prompts heard at each extension VoIP Codec Selection VoIP All 3 codecs are active by default The preferred codec is G 729 approximately 20Kbps bandwidth For example if you have a lite version of a broadband service you do not
13. Indicates a Blocked Call f A Indicates an Account Number has been assigned to the call with the same log 2 Log This column indicates log number for the call For the duration of the call the log number will remain the same and the Event number will increment with each change of state The first digit of the log number indicates on which box the event originated 3 Event This column tracks various state changes of the call For example when an Auto Attendant answers the counter might be 1 When the caller selects an extension the counter increments to 2 etc 4 Date This column shows the date of the call Date format is MM DD YYYY 5 Time This column contains the time that the call entered a specific state The time is displayed in 24 hour format 6 Duration This column indicates the total time the call was in this state event 116 TALKSWITCH USER GUIDE UK amp IRELAND 7 Connection This column indicates where the call was for each event This includes Auto Attendants Voicemail extension ringing or queuing RCO indicates that multiple extensions are ringing Exxx Connected to Extension xxx xxx 111 118 121 128 131 138 141 148 Axxx Connected to Auto Attendant 00x x 1 to 9 Rxxx Ringing at Extension xxx xxx 111 118 121 128 131 138 141 148 Qxxx Queued at Extension xxx xxx 111 118 121 128 131 138 141 148 300 309 Mxxx Connected to Voice Mailbox xxx
14. UK amp IRELAND Line 2 and 3 lights flashing simultaneously There is a file system error To fix the problem reboot TalkSwitch It will do a file system check and fix any problems encountered If this does not resolve the problem contact your TalkSwitch dealer Line 1 and 4 lights flashing simultaneously There is a voice mailbox error To fix the problem reboot TalkSwitch It will do a file system check and fix any problems encountered Line 3 and 4 lights flashing simultaneously Firmware not loaded or corrupted To fix the problem reload the TalkSwitch firmware Make sure you update with the last version you updated with Do not use an old version off the install CD if you have updated your system Line 1 and 4 then Line 2 and 3 lights flashing alternately System prompts not loaded or corrupted To fix the problem reload the TalkSwitch firmware Make sure you update with the last version you updated with Do not use an old version off the install CD if you have updated your system Problems that may occur during Configuration Problem I am not able to Retrieve settings from my TalkSwitch Solution Try the following solutions in order until the problem is resolved e Ensure TalkSwitch is turned on and plugged into a working power outlet Then select Retrieve settings under the File menu in the configuration software e Make sure the serial or USB cable connecting TalkSwitch and your PC is securely attached to th
15. USAGE OF TRADE OR OTHERWISE WITH RESPECT TO THE PRODUCT TALKSWITCH SPECIFICALLY DISCLAIMS ANY IMPLIED WARRANTIES OR 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 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 IN ANY EVENT THE TOTAL AGGREGATE LIABILITY OF TALKSWITCH FOR DIRECT DAMAGES SHALL NOT EXCEED THE PURCHASE PRICE OF THE PRODUCT This warranty gives specific rights and Customer may have other rights subject to jurisdiction To the extent any part of this limited warranty statement is inconsistent with such local law that part shall be deemed modified to be consistent with such local law 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 To be eligible to obtain warranty service during the warranty period the Custom
16. real or external address Private IP Addresses are typically assigned to devices on a LAN Local Area Network and are not routable outside the LAN Private IP Addresses are VOIP INFORMATION 123 usually in the range 192 168 x x 172 16 x x or 10 x x x These IP addresses are used where you have multiple computers all sharing the same Internet connection To access the Internet a computer or VoIP device must have an IP address So what do you do if your ISP Internet Service Provider has provided you with only 1 IP address but you have more than 1 device that requires Internet access The solution is to give each of the devices on the LAN a Private IP Address A router makes them work by performing Network Address Translation NAT See the next topic for details Note that addresses of the form192 168 x x 172 16 x x or 10 x x x are not recognized on the Internet and can only be used for private networks For example if you tell someone on the Internet to connect to you using a 192 168 x x address it will not work Instead you must provide your real Public IP Address What is NAT and how does it affect VoIP Network Address Translation NAT allows multiple devices to share the same external IP address to access resources on the Internet NAT is typically used to allow all the devices in a subscriber s local area network to access the Internet through a router with a single public IP address assigned by the Internet Se
17. when redirecting calls from the Auto Attendant r Intercom Calls I Intercom calls follow Cascade settings Fax Over IP IT Automatically detect and switch to G 711 for Fax Over IP Caller in queue reminder When a caller is in queue at an extension already in use a reminder tone plays at the extension to let them know they have a caller in their queue This option allows you to turn off this function Call Back ring return You can adjust the number of rings during a Call Back session before TalkSwitch disengages the Call Back i e hangs up Depending on the situation you may want to give yourself more time to pick up and accept the Call Back by increasing the number of rings 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 Note This feature only works with PBXs that use Recall Flash as a transfer method Please contact your PBX manufacturer for transfer details 80 TALKSWITCH USER GUIDE e UK amp IRELAND Setting up TalkSwitch behind an existing PBX 1 Connect the PBX extension to one of TalkSwitch s Line ports You may do this with all your TalkSwitch lines 1 PBX extension per line depending upon how many Auto Attendant ports you would like on the PBX 2 Configure incoming calls on your
18. 0 8 1 5 2 Setting the Unit ID forthe first time cc cece eee eee ees 9 1 5 3 Changing the Unit ID ccc ccc eee e ence en eees 10 1 5 4 How unit IDs affect system extension numbers 10 1 5 5 Keep track of the lines and extensions ee eens 11 1 5 6 Optimizing the system for networked use 00ee eee 11 TABLE OF CONTENTS CHAPTER 2 TALKSWITCH CONFIGURATION 2 1 Install the TalkSwitch Configuration Software ee ee eeee 13 2 2 Running the TalkSwitch software cece cece eee ee nee eens 14 2 3 System Configuration 0 cee cece cece e eee e eee eee eees 15 2 3 1 The configuration Screen cece cece cee e eee renne 15 2 3 1 1 FileMenu cece cece cece e eet nea aA 16 2 3 1 2 View Meni cerise cesserit erionit ki meson veces 16 2 3 1 3 To ls Menu soeren cies ais aneeioommcep aera eaadaes 16 2 3 1 4 Help M nu s c s25 ccieae sawed scien euecinw sacs tiessiens 17 2 3 2 Configuration Navigation ccc eee cece e eee rren 17 2 3 2 1 Configuration considerations connecting multiple units toa LAN 0 eee eee eee eee eee 18 2 3 3 System Information cece cece cece eet e ence eees 18 2 3 3 1 Administration 0 cece cece eee eee eee 19 2 3 3 2 IP Configuration 0 ccc cece e cece eens 20 2 3 3 3 VoIP Configuration ccc cece eee eens 23 2 3 3 4 PSTN analogue telephone
19. 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 Mapped to local exten sion s with specific fall through options lt recall gt if Puts caller on hold After putting a caller on connected hold you receive internal to a caller dialtone lt recall gt at It retrieves the most To retrieve the caller on internal recent caller put on hold for the most time dialtone hold dial 7 at internal dial tone lt recall gt at external dialtone Switches to internal dialtone Used mainly when an extension has Direct Line Access enabled TALKSWITCH USER GUIDE UK amp IRELAND Gp 1x1 1x38 Dials into a local ext To transfer a caller to a 2x1 2x8 voice mailbox mailbox press recall to 34x0 4x9 Dials into a remote ext Place a call on hold then voice mailbox GD 1x1 1x8 P2x1 P 2x8 Dials into a general ext zer or voice mailbox GD 4x0 4x9 and hang up xrepresents the unit ID Gd Gp 1 1 1x8 Internal voicemail To retrieve voicemail 3 921 23 retrieval access xrepresents the Unit ID OG Gd ED Daccesses the mailbox associated ooo to that extension lt recall gt 4 Completes a transfer Action performed after and returns to internal putting a caller on Hold dialtone then dialing an intended destination Go External P A
20. 6 Enters Call Back configuration 7 XXX PBX Transfer A recall hook transfer with dis connect after dialed Usually used only in systems connected to another PBX 81 88 9 Line Hunt Group access code for DISA for password protected at the Auto Attendant 80 DISA using Same Line Connect Requires 3 Way Calling Conference on the line APPENDIX C 1x1 1x8 Enter Internal voicemail to leave a message or lis 2x1 2x8 ten to an announcement If you press 8 during the Heb ts0 greeting you can access messages x represents x the Unit ID number XU 4X Callers can directly also dial 400 series mailboxes Pe a 11x Internal voicemail retrieval access QO 8 GD Gd 2x1 2x8 x represents the Unit ID number Gd G94 x0 4x9 146 TALKSWITCH USER GUIDE UK amp IRELAND APPENDIX D REGULATORY INFORMATION Product Regulatory Information TalkSwitch complies with e EN 60950 1 2001 Information Technology Equipment Safety e CISPR 22 Information Technology Equipment Radio Disturbance Characteristics Class B with Amendment 1 2000 and Amendment 2 2002 e EN55022 1998 Information Technology Equipment Radio Disturbance Characteristics Class B with Amendment A1 2000 and Amendment A2 2003 e EN55024 1998 Information technology equipment Immunity Characteristics with Amendment A1 2001 and Amendment A2 2003 e EN61000 3 2 2000 Electromagnet Compatibility EMC Part 2 3 Limits for Har
21. Answered at ext in the Remote Extension section under Call Handling Check with your telephone company if you are uncertain which setting works best for you Note Remote Extensions do not have the ability to transfer calls manually when using Same line Connect Note When using Same line Connect callers hear silence while they are on hold The callers are on hold at the Telephone Company and not at TalkSwitch If you want callers to hear music while they are on hold for calls forwarded to Remote Extensions do not use Same line Connect It is best to experiment with different settings in order to decide what works best for your configuration Note Remote extensions are designed to operate when the extension is on the network of local major telephone service providers The feature may not function correctly with some telephone and mobile operators networks especially for international telephone numbers and mobile phones when roaming internationally If the remote extension s service provider includes prompted ring back an announcement offering a call back when the line busy this service must be disabled from the remote extension s line The remote extension feature does not operate on lines with colour me ring tones See Appendix B for compatibility with telephone company calling features 2 3 3 11 Extension Ring Groups There are a total of 10 Extension Ring Groups available for your use Ring Groups are exte
22. Configuration TalkSwitch System Configuration Eile View Tools Help Ebb About TalkSwitch System Information TalkSwitch Voicemail Call Handling nije Modes y On an incoming call during mode Mode 1 X bi sie visas Fo Ti Pra aerae atti call J VoIP Numbers 555 1212 7 Local Extensions a Check extensions to ring on an incoming call Remote Extensions 555 1212 Extension Ring Groups 111 David Miller Call Back DISA 1111212 112 John Doe Options i 10113 Jane Smith 1114212 114 Molly Maid 555 4111 a ae 555 1111 117 One Adjust Sequence Note The extensions that ring on incoming calls do not follow their respective Call Cascade settings Ring Extensions only no Auto Attendant is played If you don t want the Auto Attendant to answer calls on this line select this option All the Local Extensions are set to ring immediately during an inbound call by default No Call Cascade actions such as voicemail can be performed if you select this option Select the Local Extensions you would like to ring All activated local extensions ring by default If you require certain Extensions to ring ina sequence i e one extension rings first then another one on the 2nd ring click the Adjust Sequence button to configure Note If you call on any line TalkSwitch answers after 15 rings with a generic Auto Attendant so that you can still access the system to make configuration change
23. Handling folder for Local Extensions and Extension Ring Groups Callers will get queued at your extension if you set the first level in the Busy Call Cascade to queue call If an extension is busy and has queue call set for the Busy Call Cascade incoming callers hear one of the prompts below followed by music if enabled while they are on hold If the call came from the Auto Attendant and the extension has a voice mailbox The extension you have reached is currently busy If you wish to continue holding please remain on the line To leave a voicemail message press 1 and to return to the main menu press USING TALKSWITCH 91 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 If the call was transferred from another extension and the extension has a voice mailbox but there is no Auto Attendant on this line with a main menu to return to The extension you have reached is currently busy If you wish to continue holding please remain on the line To leave a voicemail message press 1 If the call was transferred from another extension and the extension has no voice mailbox and there is no Auto Attendant on this line with a main menu to return to The extension you have reached is currently busy If you w
24. Help About TalkSwitch System Information TalkSwitch Administration IP Configuration A VoIP Configuration egona M S Activate Extension 211 Telephone Lines 22 VoIP Numbers Last name Office Fist name Regional Line Hunt Groups a3 Auto Route Selection Fax Informati Dial by name directory ax Information 214 f s Local Extensions o include this extension in the directory you will need to type in a last name and record the name of the person associated to this a 215 extension To record the name dial 211 and follow the system Extension Ring Groups prompts On Hold Ringback 216 Voicemail Call Handling ar Forwarding information i Call Back DISA Options 218 Remote phone number 725 2980 Connect using local 1 0 x I Use Same Line Connect Note To have TalkSwitch hang up after forwarding calls enable the Transfer and Clear option in the Transfer Options section under Options Last Name First Name Enter the first and last name of the person associated to the extension The last name is required if the person is to be included in the Dial by Name directory listing used by the Auto Attendant The person using that extension must also record their name for the directory following the instructions listed below the name fields Forwarding Information Remote phone number Enter the phone number of the Remote Extension no specific prefixes are required other than area code
25. Help B i b About TalkSwitch System Information Voicemail Call Handling Call Back DISA Note These account passwords are used only when DISA Call Bridge is used without Call Back Auto Call Back Prompted Call Back Call Bridge 1 i i DISA Call Bridge W Activate Call Bridge Options Call Bridge 2 Lera Use 4 8 digits Call Bridge 3 Password 1234 Call Bridge 4 Call Bridge saves money while using Call Back or on its own It bypasses the high long distance rates for cell phones How to use DISA Call Bridge 1 Call into TalkSwitch from any out of office telephone TALKSWITCH CONFIGURATION 75 2 At the Auto Attendant message dial the Hunt Group for which you have the account password 9 is default You are prompted for the password 3 Dial the password and press amp P to access a TalkSwitch telephone line 4 At this point you can dial a number the same way as from the office Each TalkSwitch unit has four password activated Call Bridge accounts Each account can be configured to allow access to certain Hunt Group s when using Call Bridge To activate an account check the Activate Call Bridge box and enter a 4 to 8 digit password Click the Hunt Group Access button and assign the Hunt Groups for this account ARS Hunt Groups Call attempts made using the Hunt Group codes listed below will be checked using the ARS rules a Line hunt group 80 is used for ba Same Line
26. I Entertainment _ Network Connections e lon S fgg Programe 2 A window pops up prompting for a connection name Enter TalkSwitch then click OK Connection Description blot New Connection Enter a name and choose an icon for the connection Name TalkSwitch Icon _ Hostess 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 3 In the Connect using drop down menu select the PC COM port that the serial cable is connected to then click OK Connect To B test Enter details for the phone number that you want to dial Country region nied isle Area code EE Phone number 114 TALKSWITCH USER GUIDE UK amp IRELAND 4 Set the bits per second to 57600 All other values may be left at their defaults then click OK COM1 Properties Port Settings Bits per second x Data bits g T x Earity None Stop bits 1 Flow contiot Hardware OK _ Cancel Apply 5 Click on Transfer gt Capture Text File Edit View Call 6 Select the appropriate directory and filename to save the data Click Start Note It is recommended to stop the capturing of text periodically and restart saving it to a new file This allows easier viewing and analyzing of information 4 3 ANALYZING THE DATA The data can be viewed either through the web interf
27. Local Extensions All Local Extensions are activated with a respective mailbox by default 2 Remote Extension mailboxes The Remote mailboxes are associated with the Remote Extensions If you activate a Remote Extension and want a voice mailbox associated with that extension activate that mailbox in the Voicemail tab 3 General mailboxes Activated these mailboxes in the General Voicemail window They are not associated with particular extensions Note If you want inbound calls to go straight to a voice mailbox after x number of rings program an Auto Attendant to answer and provide a fall through to voicemail See section 3 3 3 for an example of this configuration Callers can reach voicemail or announcements via the Auto Attendant Call Cascade or be transferred from a Local Extension To leave a message from a local extension they pick up a Local Extension dial and the mailbox number To transfer a caller to voicemail press recall and the mailbox number When a caller presses P after leaving a message or after 2 minutes have elapsed TalkSwitch plays a prompt asking callers if they wish to keep the message listen to the message or re record the message Callers can press 0 and the system directs the call according to the settings of that mailbox 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
28. Note that some telephone companies may assign different uses to distinctive ringing patterns such as signalling a Call Back Multi Line Service Hunting Facilities Most telephone companies offer line hunting service when more than one line is provided This feature is recommended when more than one line is used Using a single telephone number incoming calls hunt to find a free telephone line to the PBX Note which order the telephone company selects telephone lines for incoming calls and arrange the Line Hunt Groups to search for available line in the opposite order to minimize glare collision between incoming and outgoing calls An alternative to multi line hunting is to use Call Forward on Busy if available Voicemail Also known as Call Answer Messaging This telephone company service is similar to the voicemail provided by TalkSwitch Although the TalkSwitch provides an integrated voicemail the telephone company s voicemail service may be useful in situations where all telephone lines are busy Three Way Calling Conference This telephone company service allows a third party to join a call This service is useful when used with the TalkSwitch Same Line Connect and Hunt Group 80 features to avoid using two telephone lines when two parties are on the PSTN such as an outgoing DISA call The use of the telephone company Three Way Calling feature is not recommended where ARS and Toll Restriction are
29. PBX to ring the extensions you have allocated to the TalkSwitch Lines 3 Configure TalkSwitch s Auto Attendants to answer after x rings answer immediately is used most commonly 4 Record your Auto Attendants The Auto Attendants should list the extensions with the digit 7 in front of them Example If you have chosen the PBX extension length to be 3 digits and John Doe s extension is 111 on the PBX the Auto Attendant should say To speak with John Doe press 7111 When 7111 is dialed TalkSwitch puts the caller on hold and transfers the caller to extension 111 Intercom Calls This setting is enabled by default Any internal calls follows the Cascade settings of the extension dialed If it is disabled no fall through actions takes place Fax Over IP VoIP A VoIP enabled TalkSwitch supports fax detection and switching to G 711 for transparent fax over IP Internal clock setting TalkSwitch can obtain time information from Caller ID for its internal clock If you have indicated that you do have Caller ID on any of the lines this option defaults to the active position If it is de activated TalkSwitch obtains its time information from the time and date set in the Mode tab under Automatic Mode Switching TalkSwitch s clock information is used for Automatic Mode Scheduling and for internal Caller ID information when intercom calls are placed in the office TALKSWITCH CONFIGURATION 81 Internal Caller ID
30. 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 Tf a caller presses 0 Go to voicemail box Go to local ext Go to remote ext Go to ring groups Play announcement only or perform no action Load Greeting button Voicemail Notification Settings tab Remote Phone Notification Notification Settings Pager Notification Message Waiting Light Configuration Notification Options Dial notification phone number and If attempt unsuccessful 50 TALKSWITCH USER GUIDE e UK amp IRELAND 2 3 4 3 General Voicemail Configuration TalkSwitch System Configuration DES Eile Yiew Tools Help Dbk About TalkSwitch System Information TalkSwitch Voicemail Local Ext Voicemail 410 x Remote Ext Voicemail Activate Voice Mailbox General Voicemail 41 Mail Box Options Global Settings 42 IT Play announcement only don t record any messages Call Handling Calpa DISA i If a caller presses O during Mode 1 go to voice mailbox v 115 gt ptions a4 If a caller presses O during Mode 2 cc 211 zj Each mailbox supports a personal greeting 45 You can load a file or record using a phone Eoad asst 416 Voicemail Notification Settings as Dialed Notification Message Waiting Light I Remote Phone 1 Pager 418 e 49 Con
31. SHALL INTEL OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT INDIRECT INCIDENTAL SPECIAL EXEMPLARY OR CONSEQUENTIAL DAMAGES INCLUDING BUT NOT LIMITED TO PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES LOSS OF USE DATA OR PROFITS OR BUSINESS INTERRUPTION HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY WHETHER IN CONTRACT STRICT LIABILITY OR TORT INCLUDING NEGLIGENCE OR OTHERWISE ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE C Copyright 2001 2003 Swedish Institute of Computer Science All rights reserved Redistribution and use in source and binary forms with or without modification are permitted provided that the following conditions are met 1 Redistributions of source code must retain the above copyright notice this list of conditions and the following disclaimer 2 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 3 The name of the author may not be used to endorse or promote products derived from this software without specific prior written permission THIS SOFTWARE IS PROVIDED BY THE AUTHOR AS IS AND ANY EXPRESS OR IMPLIED WARRANTIES INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED IN NO EVENT SHALL THE AUTHOR BE LIABLE FOR ANY DIRECT
32. TalkSwitch internal dial tone dial P9 This routes the call to your Local Extension To answer a call ringing specifically at another extension before or after the Auto Attendant has answered dial 7 and the extension number i e 37112 to pick up a call ringing at extension 112 If you are in the middle of a call and want to connect to another incoming caller press recall to place the first caller on hold then dial 9 or P7 and the extension number to connect to the second caller Once you are finished with the second call or you would like to return to the first caller press recall 5 3 2 3 Placing calls on Hold at a Local Extension Place calls on hold To place callers on hold press Recall or Hold on the TalkSwitch TS 200 TS 400 or TS 600 phones Follow the same procedure to take callers off immediate hold If you have multiple callers on hold or in queue at your extension press recall 7 to retrieve callers on a first in first out basis 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 3 2 4 Transferring calls From a Local Extension to another Local Extension Remote Extension or Extension Ring Group To initiate an Unscreened Transfer put the caller on hold dial recall dial the appropriate extensio
33. VoIP trunks and hence network operators based on the leading digits dialed to access geographical areas mobile operators or services For example use this feature to block all long distance calls or redirect long distance calls to VoIP Toll Restriction allows calls to be blocked based on the geographical area code mobile operator service number or access code dialed 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 diali y the outgoing Line Hunt Group access codes 9 or 81 to 88 or directly when Direct Line access is enabled on an extension When ARS is activated for any Line Hunt Group and the caller has dialed their dialed digits are compared to the leading digit entries in the Automatic Route Selection ARS table TALKSWITCH CONFIGURATION 33 The comparison is based on finding the maximum number of leading digits that match If a match is found the call follows the action specified in the ARS table The action can be to block the call with an announcement or re route it to an alternative Line Hunt Group The Line Hunt Groups are setup to direct calls to specific telephone lines or VoIP trunks connected to different network service operators If there are no matching entries in the ARS table the call proceeds without any redirection o
34. WAN IP address 64 26 140 172 Public WAN IP address checker server name checkip talkswitch com Fully Qualified Domain Name System IP Settings section If there is no DHCP server present the following fields need to be completed if you plan on using the VoIP capabilities of the TalkSwitch 22 Unit n IP Address Assign an available static IP address to each TalkSwitch unit where n refers to the unit 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 TALKSWITCH USER GUIDE e UK amp IRELAND Subnet Mask Enter the subnet mask for the LAN If you have a DHCP server running this information is obtained automatically Default Gateway Enter the IP address of the gateway on your network A gateway is a hardware device i e router NAT that connects the office network to the Internet The gateway allows you to share a DSL cable modem or other Internet connections with all of the computers and IP devices in your office network Preferred DNS Server Enter the preferred DNS server s IP address This is also known as the primary DNS server DNS is a Service that maintains information about a portion of the Domain Name System DNS database and responds to DNS queries for determining an IP address resolved from a Domain Name For more informa
35. along the Caller ID information to the selected extensions Also TalkSwitch can use the time information provided by Caller ID to update TalkSwitch s internal clock Telephone Company Voicemail Check this box if you are subscribed to a Telephone Company Voicemail service Hunt Rollover Busy Forwarding Check this box if the current line is associated with a Line Hunt or Line Rollover service from the Telephone Company In general any lines that belong to a Hunt Rollover group should be configured to handle calls the same way Note Section 2 3 3 5 only applies to models with VoIP trunks 30 TALKSWITCH USER GUIDE e UK amp IRELAND 2 3 3 5 VolP Numbers VoIP The VoIP enabled TalkSwitch unit supports 4 VoIP lines per unit Up to 12 VoIP phone numbers can be assigned for each unit so that unique call handling scenarios can be configured for up to 12 numbers For example you might 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 Configuration TalkSwitch System Configuration File Yiew Tools Help Ebb About TalkSwitch System Information TalkSwitch Administration IP Configuration REAS YoIP Configuration DDR F Activate VolP Number en peas VolP 2 TakSwitch Profile y bers Line Hunt Groups VolP 3 Auto Route Selection eee Fax Information VoI
36. amp IRELAND CHAPTER 3 USING TALKSWITCH 3 1 IN THE OFFICE RECEIVING CALLS WITH OR WITHOUT THE AUTO ATTENDANT 3 1 1 Receiving calls using the Auto Attendant If you don t have a receptionist the Auto Attendant helps you handle all your inbound calls and helps to improve your corporate image Once it has been configured and its messages have been recorded the Auto Attendant takes care of the rest 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 the same applies to VoIP trunks 250 299 Extension Ring Group 300 309 choose options 0 1 2 3 4 5 if configured to perform specific actions dial voicemail directly and mailbox send faxes or remain on the line to follow an action programmed for that Auto Attendant TalkSwitch owners and employees can access other options at the Auto Attendant including Call Back dial 6 DISA dial 80 88 9 retrieve voicemail dial J and mailbox and enter command mode to make system changes dial All of these features can be password protected to eliminate system tampering from outside users 3 1 2 Receiving calls without the Auto Attendant If you do not use the Auto Attendant to answer cal
37. an hour at the very most How often will my Public IP address change This depends on the policies of your Internet Service Provider ISP the company that provides your Internet access It can be a matter of days weeks or even months before your IP address changes A power loss or reboot to your cable or 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 What is a port number In an IP address like 64 26 209 103 5060 the port number is the number after the colon 5060 in this example Port numbers are required so that a computer or device can support multiple applications or streams of simultaneous data communication Each stream or application uses a unique port number You can think of it like mailing a letter to friend in an apartment building at a specific address You need to specify the apartment number as well as the building address so that the mail can reach the proper final destination 126 TALKSWITCH USER GUIDE UK amp IRELAND APPENDIX A HELP AND 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 http global talkswitch com If you ca
38. are likely to occur Avoid using corded telephones during a lightning storm There may be a risk of electric shock Do not install a TalkSwitch system during an electrical storm If your TalkSwitch was supplied with telephone line lightning surge protectors to met local regulatory requirements please install the devices in accordance with the instructions provided Power Adaptor amp Power Cords Use the power adaptor and power cords provided with the TalkSwitch Other power adaptors may damage the unit Check that the power adaptor voltage rating matches the local supply If they do not match please contact your TalkSwitch reseller for advice Temperature amp Environment Operate TalkSwitch in a location where the temperature is between 0 C and 40 C e Do not expose it to a heat source or direct sunlight and avoid damp dusty locations e Do not expose it to vibration hazardous chemicals or explosives e Do not locate the TalkSwitch unit where it is subjected to electrical noise generating devices such as motors fluorescent lamps or radio transmitting devices e Do not stack TalkSwitch units directly on top of each other TALKSWITCH USER GUIDE UK amp IRELAND e Allow the TalkSwitch to reach room temperature before installation after shipping or storage to avoid problems caused by condensation Maintenance Do not attempt to repair a TalkSwitch unit yourself Advisory Information Power Failure When a power failure
39. at ext Call Cascade option TalkSwitch plays a pre recorded prompt to callers asking them to hold and dials your 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 To accept the forwarded call press on your telephone keypad or to re route the call to its call screening Call Cascade options press or hang up 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 from and plays the recording of the callers name To accept the forwarded call press on your telephone keypad or to re route the call to its call screening Call Cascade options press or hang up When either screening option is used music on hold is enabled and you are not using the 3 way calling feature Same Line Connect to forward calls the caller hears music while TalkSwitch is waiting for the Remote Extension to accept the call If a forwarded call is not answered or the line is busy TalkSwitch performs the following based on how the call was originally f
40. bounces slightly to cause a recall signal that can be seen by TalkSwitch before the hang up As a result TalkSwitch puts the line on hold To help with this problem increase this value till it stops the ringbacks Fax Detection If fax calls are not directed properly to the fax machine you may need to set this option to detect 1 tone If it is set to detect 1 tone and people complain they have accidentally been routed to the fax machine then set this value to detect 2 tones TALKSWITCH CONFIGURATION 85 VoIP Ports VoIP SIP Signalling Port The default SIP signalling port is 5060 If you need to choose another port enter a value between 1024 and 16556 Starting RTP Port The starting RTP port for TalkSwitch is 6000 From this starting point 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 These are the ports that this TalkSwitch system listens on as opposed to the port it needs to communicate with at the other end For example if your SIP server at another location uses port 5061 instead of 5060 for signalling you do not set this port to 5061 you need to include the port number in the address specified in the VoIP Configuration section of the software Example Proxy Server Name 222 234 432 234 5061 86 TALKSWITCH USER GUIDE UK
41. box IV Remove blank and hang up messages automatically Only remove messages shorter than 2 sec Voicemail management View Mailbox Data Reset 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 Once all new messages have been heard this light returns to the solid state default state Mailbox Settings When listening to voicemail This option controls the order in which messages are played back when you listen to voicemail The default setting plays back messages starting with the newest message and working back to the oldest This setting is the most convenient People store several saved messages and don t want to skip through all these messages every time they want to listen to newer ones When pager remote mail notification This controls whether the system pages or calls your remote phone for every new message or only the first new message received in the voice mailbox Remove blank and hang up messages automatically Only remove messages shorter than specify 1 5 seconds Check this box if you tend to get several messages where callers don t leave a message and hang up Not clearing the short messages gives you the advantage of listening to t
42. calling services offered by your local telephone company Use of telephone company services may require subscription and some services may not be available please consult your local telephone service provider for details Caller Display Also known as Caller Identity Identicall Caller Display provides the caller s telephone number and name TalkSwitch receives the caller s identity When the incoming call is transferred to a local extension the caller s identity is also sent to the extension If a call is transferred from one extension to another the caller s identity will also be transferred The system can also use the Caller Display time stamp to set its internal clock Distinctive Ringing Also known as Call Sign My Ring TalkSwitch can identify the distinctive ringing pattern assigned to a telephone line s second or third directory number An incoming call with a distinctive ring can be configured to receive different call handling treatment A common use of distinctive ringing is to share a fax number with an ordinary telephone number using the same telephone line When the APPENDIX B 137 fax distinctive ring is detected the system can be configured to route the call to an extension dedicated to a fax machine Note if distinctive ring is present on an incoming call but not activated in the line configuration it will be subject the same call handling as the telephone line s primary number
43. 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 If you need more memory TalkSwitch Memory Cards can be purchased from your reseller You can also use the Voicemail Memory Manager to view the memory usage of each TalkSwitch unit and each mailbox 12 TALKSWITCH USER GUIDE UK amp IRELAND CHAPTER 2 TALKSWITCH CONFIGURATION 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 Double click the CD ROM DVD drive Double click the Startscreen exe file Follow the instructions on the screen Important The latest version of the TalkSwitch software can also be downloaded from the TalkSwitch website http global talkswitch com Select the country or region Configuration software system requirements e PC running Windows XP 2000 e 120 MB free hard disk space e 128 MB RAM e An available USB or Serial port for 24 models e An available Ethernet port for 48 models e 800 x 600 minimum video resolution If you are having problems retrieving the settings from TalkSwitch please check Appendix A Help and Troubleshooting TALKSWITCH CONFIGURATION 13 Note If your TalkSwitch is already connected with a USB cable disconnect the unit before y
44. have enough bandwidth to support G 711 approximately 100Kbps bandwidth or G 726 approximately 50Kbps bandwidth codecs Lite connections typically have only enough bandwidth to support G 729 In this case uncheck the G 726 and G 711 codecs so that the system does not attempt to use these codecs when setting up a call TALKSWITCH CONFIGURATION 77 Using these codecs can cause one side of the call to sound choppy because the broadband connection cannot handle the required bandwidth Voice Activity Detection VAD A typical voice conversation may contain 35 50 percent silence If customers need to conserve bandwidth we recommend to enable VAD When VAD is enabled voice packets are suppressed during silence i e an extension is on hold or there is no talking from the extension side of the conversation 2 3 7 2 Transfer Options This section describes TalkSwitch s actions when calls are transferred manually Configuration TalkSwitch System Configuration File Yiew Tools Help Ebb About TalkSwitch Audio Controls Transfer Options Miscellaneous Troubleshooting Ifthe extension does not answer Ring back extension that transferred the call Perform No answer at extension action Transfering a caller to a Remote Extension If the extension is busy Ring back extension that transferred the call Perform Busy at extension action Ifthe extension does not answer Ring back extension
45. interface is the part of a program that connects the computer with a human operator user Internet A global network connecting millions of computers Unlike online service networks com ca net etc which are centrally controlled the Internet is decentralized by design Each Internet computer called a host is independent Keypad Commands Combinations of digits that are used to configure TalkSwitch from a touch tone telephone TALKSWITCH USER GUIDE UK amp IRELAND Keypad Telephone The push buttons on a telephone Key Telephone System With Key Telephone Systems access to telephone lines and calling features is controlled internally within each telephone unit Users can gain direct access to telephone lines etc by pressing a key or button on their telephone Light Emitting Diode An electronic device that lights up when electricity is passed through it LEDs are used in displays on electronic devices such as computers TalkSwitch has five LEDs on its front panel They show which telephone is in use whether data is being transferred to or received from an attached PC and which Mode setting is in use Modem Acronym for MODulator DEModulator A modem is a device or program that converts digital information stored on a Computer into analogue signals for transmission over telephone lines and in reverse converts analogue signals into digital Modes The TalkSwitch supports differe
46. lines for outgoing calls f4 v View Registration Status In the Service Provider Profile tab A VoIP enabled TalkSwitch can register with VoIP service providers to support calls using their service Check with TalkSwitch for the list of Service Providers that support TalkSwitch inter operability Service Provider Name Enter the name for your VoIP service provider The name will be displayed elsewhere in the configuration software in areas related to VoIP service Proxy Server Name Enter the IP address or domain name associated with the Proxy Server If the Server is using a different port than 5060 specify the port number after a colon at the end of the domain or IP address Example 222 234 432 234 5061 Registrar Server Name Enter the IP address or domain name associated with the Registrar Server If the Server is using a different port number than 5060 specify the port number after a colon at the end of the domain or IP address Example VoIP domain com 5061 TALKSWITCH CONFIGURATION Ti Outbound Proxy Enter the Outbound Proxy if required associated with the Service Provider Realm Domain 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 Maximum
47. matter if there are one or four TalkSwitch units on a LAN 10 TALKSWITCH USER GUIDE UK amp IRELAND there will always be 10 Extension Ring Groups with the extension numbers 300 309 1 5 5 Keep track of the lines and extensions To keep track of the extensions and lines connected to each TalkSwitch label each unit with its Unit ID It simplifies matters when you need to add or remove extensions and lines If the TalkSwitch units are located in a room away from the extensions and you need to identify the units there is a utility in the configuration software that allows you to identify each unit by flashing the lights on the front panel Open the TalkSwitch Configuration software To check details of the TalkSwitch units on the LAN click the View System Information link on the initial window below the TalkSwitch image Select the Unit ID to verify Click the Identify button and observe the flashing LEDs The lights stop flashing when you click the Close button or when 5 minutes have elapsed 1 5 6 Optimizing the system for networked use TalkSwitch has been designed to operate optimally when in a networked state Here are a few items that have been designed for better network use Configuration Settings All units are cloned with identical settings In the event that a unit has disappeared off the network adapter unplugged LAN connection disconnected LAN failure etc the system can still handle the calls since i
48. number of VoIP numbers for outgoing calls View Registration Status button Click this button to view if this system is registered with the designated Registrar Server 2 3 3 4 PSTN analogue telephone Lines To configure telephone lines go to the System Information and Telephone Line folder Select the tab for the telephone line to be configured Line Detected shows if the telephone line was detected when the system configuration was last retrieved To update the detected status select File and Retrieve Settings from the menu Save any changed settings before retrieving the system s current settings 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 28 TALKSWITCH USER GUIDE UK amp IRELAND Configuration TalkSwitch System Configuration Ele View Tools Help Ebb About TalkSwitch System Information TalkSwitch Administration IP Configuration VoIP Configuration 111 5555 9 Activate ire ae VoIP Numbers 555 1212 Calibration allows TalkSwitch Line Hunt Groups re Line detected at initialization Yes to optimize lines for Call Bridge 1911 1212 and Call Forwarding Auto Route Selection See Phone numbers Fax Information 565 1111 Main number 11 5555 Calibration should be Local Extensions Ware NR completed whenever a line is
49. occurs Line 1 connects to Extension 4 on each unit to enable incoming and outgoing calls over PSTN telephone lines Consider using an Uninterrupted Power Supply UPS and surge protection for applications requiring uninterrupted operation or in areas that are subject to frequent power outages Emergency Service Access Ensure that you do not block extension access to Emergency Services when you set up the Automatic Route Section and Toll Restriction features PBX Fraud and Misuse We recommend that you use password security for the administrator Change the password frequently to prevent unauthorized users from making calls through your PBX TalkSwitch Usage The model of TalkSwitch you have purchased is designed and supplied to meet the technical standards for use in specific countries and for connection to the major telephone service providers in those countries It is subject to regulatory certification and compliances as detailed in the appendices Export and use outside the intended countries is not recommended or supported by TalkSwitch Call Redirection amp Service Provider Billing Advisory Use of the Automatic Route Selection Toll Restriction and Call Detail Recording features does not imply any guarantee whatsoever by regulatory authorities your telephone service provider s TalkSwitch or its distributors and resellers with regard to the accuracy of these features and that the use of such a features may not be considered by a t
50. on a like for like basis at TalkSwitch s option The above warranty shall not apply to product defects resulting from a improper maintenance or installation b misuse neglect or accident c an event where the power unit has been connected to a voltage supply other than that for which it is specified d damage from corrosive environments and moisture e static discharges f high voltage surges from external power sources such as power line telephone line or connection to other equipment g operation outside the product s specification or h failure to follow product instructions The warranty is void where a the serial number has been altered removed or effaced or 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 EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH ABOVE AND TO THE EXTENT PERMITTED BY APPLICABLE LAW THE PRODUCTS AND STORAGE MEDIA ARE SUPPLIED ON AN AS IS BASIS AND THERE ARE NO WARRANTIES APPENDIX E 149 REPRESENTATIONS OR CONDITIONS WHETHER EXPRESSED OR IMPLIED WRITTEN OR ORAL ARISING BY STATUTE OPERATION OF LAW COURSE OF DEALING
51. options TalkSwitch can generate name and number Caller ID to each extension during intercom calls If your Caller ID unit telephone does not support the name option choose to have TalkSwitch send the number only Audio Output Options TalkSwitch can output different audio to the PA port The default setting is to play only PA announcements through the PA port by dialing 0 from any extension Other options include Voicemail Screening useful in a home environment Demo with a router used for demonstrating the product and Static VoIP Demo used strictly for demonstrating two TalkSwitch units connected to a hub or a switch and acting as two separate locations Auto Attendant Transfer Prompts TalkSwitch can disable playing of transfer prompts to callers when redirecting calls from the Auto Attendant 2 3 7 4 Troubleshooting Do not change the following controls unless you are familiar with the effect they have on the TalkSwitch operation If your system does not appear to be functioning properly please contact your dealer for assistance Configuration TalkSwitch System Configuration Eile View Tools Help About TalkSwitch System Information Recall lenaths Non detection of disconnect clear Voicemail Accepted Recall lenath As a safeguard if the disconnect clear is not detected Call Handi i 4 S when using Call Bridge Call Back or Call forwarding Ebai EA Masa S0 ms Z TakSwitch can clear the line afte
52. that extension is selected in the Call Cascade sequence What you see ina Ring Group s Call Cascade sequence is exactly what you ll get Configuration TalkSwitch System Configuration File Yiew Tools Help About TakSwitch System Information Voicemail Call Handing 3 Modes upport Call Cascade for Ring Group 300 Auto Attendant Sales Telephone Lines Fees VoIP Numbers pring Bou Configure Call Cascade for Mode MEN Local Extensions pk AAIE Remote Extensions 303 Extension Ring Groups Busy NoAnswer Answered Call Back DISA 304 Options 305 When a callis answered play caller s name first v 306 Sy If a call is rejected from this ext hang up x 307 Te zl f 308 I I 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 to the extension handled 1 Busy tab routing options when this extension is busy Cascade options for forwarding calls e go to voice mailbox e go to local ext 68 TALKSWITCH USER GUIDE UK amp IRELAND e go to remote ext e go to ring group e play announcement e go to auto attendant e queue at ring group e play busy tone example if a fax machine is at the extension e hang up For more information on these features see Chapter 3 Using TalkSwitch 2 No Answer tab routing options if this extension is not a
53. the call accordingly As a result TalkSwitch is 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 added to one of your lines for fax calls TalkSwitch can then handle all fax calls consistently See section 2 3 3 8 The digits 6 7 8 and 9 are not available as programmable options They are used for other system features If 6 is dialed If you press 6 at the Auto Attendant you are able to configure and use Auto and Prompted Call Back See section 2 3 6 1 for more details about configuring Call Back and section 3 7 2 for details on using Call Back Note If you dial 6 at the Auto Attendant and no Call Back is enabled TalkSwitch answers with the prompt I am sorry there is no matching entry for these digits 58 TALKSWITCH USER GUIDE UK amp IRELAND 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 If 80 88 or 9 is dialed If you press 80 88 or 9 at the Auto Attendant you access DISA if it has been permitted See section 2 3 6 3 for more details on configuring DISA and section 3 7 1 for details on using DISA Utilities for an auto attendant Record Instructions button Click this button to di
54. the number dialed is actually part of the VoIP group i e registered with the same Proxy Registrar server as your TalkSwitch SIP gateway or SIP phone is registered with Check that TalkSwitch has all proper settings in the IP Configuration and VoIP Configuration pages Contact TalkSwitch for help at Technical Support Problem Callers complain the sound is distorted or choppy Your broadband connection may not have enough upstream bandwidth to support many simultaneous VoIP calls In the Options section under Audio Controls you may need to disable the G 711 and G 726 codecs and only use G 729 You may have too much data traffic on your Internet connection at the same time you are trying to make voice calls We suggest that you use a router that supports QoS Quality of Service for VoIP APPENDIX A 135 Problem When I call someone or they call me voice is only heard in one direction e 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 For more VoIP information see Chapter 5 VoIP Information 136 TALKSWITCH USER GUIDE UK amp IRELAND APPENDIX B USING TALKSWITCH WITH TELEPHONE COMPANY CALLING SERVICES The TalkSwitch is compatible with some
55. the parameters listed in the next section If attempt unsuccessful try again These parameters control how many times TalkSwitch tries to notify the Remote Phone or Pager before it aborts the entire notification attempt You can specify the time interval between attempts Under the Message Waiting Light tab set a message waiting light to indicate when a message has been received for an extension Select the local extensions in your system where the light is activated when a message arrives The message waiting light turns on at the extension associated with a local mailbox by default TALKSWITCH CONFIGURATION 49 This feature works with FSK MWI message compatible telephone sets Stuttered dial tone is also provided 2 3 4 2 Remote Extension Voicemail Configuration TalkSwitch System Configuration File View Tools Help About TalkSwitch System Information TalkSwitch Voicemail Local Ext Voicemail 21 5 AoT Remote Ext Voicemail I Activate Voice Mailbox 211 General Voicemail Mail Box Options Global Settings Play announcement only don t record any messages Call Handling Call Back DISA If a caller presses 0 during Mode 1 fy fit Options If a caller presses 0 during Mode 2 play announcement gt 211 Each mailbox supports a personal greeting r You can load a file or record using a phone Load Greeting Dialed Notification Message Waiting Light r W eean eeoa
56. the source to all units 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 2 3 4 Voicemail 2 3 4 1 Local Extension Voicemail This section deals with the internal voicemail system included with TalkSwitch It allows you to activate Local Remote and General voice mailboxes and to change global settings to the voicemail system We recommend to expand the memory for voicemail and auto attendants with a memory card available at www talkswitch com or at your local reseller For details on how to use voicemail see Chapter 3 Using TalkSwitch Configuration TalkSwitch System Configuration DEX File Yiew Tools Help Dbk About TalkSwitch System Information TalkSwitch Voicemail a David Miller Remote Ext Voicemail F Activate Voice Mailbox 111 General Voicemail John Doe Mail Box Options Global Settings ean 3 y announcement only dorit record any messages Call Handling Jane Smith a Back DISA arenes If a caller presses 0 during Mode 1 go to auto attendant f x ptions ae If a caller presses 0 during Mode 2 go to local ext zl fm z Each mailbox supports a personal greeting 116 You can load a file or record using a phone Load Greeting 17 Voicemail Notification Settings a Dialed Notification Message Waiting Light I Remote Phone
57. unsuccessful please follow the instructions through the update process again If problems persist please contact your reseller or TalkSwitch 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 the software from our website download the install file All install files on our website have both the entire software program and the latest firmware USING TALKSWITCH 109 CHAPTER 4 CALL DETAIL RECORD LOGGING CDR This chapter covers the setup and retrieval of records generated by calls through the 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 2 Click the Tools menu gt Call Logging Output 3 Select Real time to Serial Port or Store to File on TalkSwitch Open Cko f Save To File 1 Config talks CALL DETAIL RECORD LOGGING 111 When storing the CDR to a file on TalkSwitch approximately 6000 records are stored in a circular buffer This means that sometime after 6000 records the oldest records will be deleted as new ones are created This amounts to 6000 records cover anywhere from a couple of days on a very busy system to over a month on systems t
58. will hear Call Handling Music Call Back DISA t Ez di Options Ringback On Hold Settings There are 3 options for when callers are placed on hold 1 The default setting is to play double beep tones to callers when placed on hold No additional configuration is required 2 If you have a music source connected to the MUSIC port select Play music whose source is connected to the MUSIC port 3 TalkSwitch can play a music on hold file once loaded on the system This file must be in 8KHz 8bit mono u law format You can convert MP3 and other file formats using a utility like Audio Converter or Ripper Download a converter at www audioi com Check the volume of music on hold with a test call Adjust the levels as required This setting is not real time Save the configuration to TalkSwitch and make another test call Transfer Settings Select if you would like your callers to hear ringing music or the double beep tones while they are transferred Note If you connect a music source to the Music port but do not enable Music on hold the caller hears both music and a beep sound on hold When the caller makes a selection at the Auto Attendant to go to an extension with call screening enabled s he will hear ringing and music 46 TALKSWITCH USER GUIDE UK amp IRELAND Note If you have more than one unit connected to the LAN j and you are using an external music source you need to Networked connect
59. 10 seconds of hanging up the phone from a previous call The delay allows time to make a new call or activate Do not Disturb as a log out option After 5 extension rings it will ring once every 16 seconds When picked up you hear a prompt 92 TALKSWITCH USER GUIDE UK amp IRELAND that provides the option to accept the queued call press or leave the caller in the queue press and return to the dial tone to make a new call 3 2 7 Using the TalkSwitch Call Waiting feature The Call Waiting feature is activated as a busy option at the Call Cascade routing for any local extension When it is activated and the dialed extension is in use the caller hears ringing or music depending on the Music on hold settings The person at the extension hears the following 1 Ifthe phone supports Call Waiting Caller ID Type II signaling you hear a beep followed by a short blip Depending on your phone you may hear something similar to a modem noise This is normal During this notification the Caller ID information is displayed on the phone The caller does not hear the beep The phone mutes the other side 2 Ifthe phone does not support Call Waiting Caller ID you hear a beep When the Call Waiting notification beep is heard the person at the extension can dial recall 7 to put the current caller on hold and answer the new caller S he has the option to dial recall 5 This terminates the current call and connects th
60. 5 045 6 46 56 046 7 47 57 047 48 58 048 9 49 59 049 Example 1 From the local extension go off hook and press P to enter command mode then dial 4 1 p 2 After the tone record your Auto Attendant message Press P when you are done 3 Press 5 1 P to listen to your recording Note If the Administrator password is enabled you need to enter the password after you press P the first time to enter command mode Recording Auto Attendants from an out of office phone 1 Dial into TalkSwitch and wait for the Auto Attendant message 2 Once the Auto Attendant is playing use the same keypad commands as listed above If Password Protection is enabled you are prompted for your password At the Auto Attendant perform the following actions The caller can select the single digit options 0 1 2 3 4 or 5 If the caller selects 0 then The 0 option is used to direct callers to a receptionist You may want to configure this option to ring a Local Extension For an after hours Auto 56 TALKSWITCH USER GUIDE e UK amp IRELAND 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 optio
61. 6 Mode Switching Options eee e cece eee eee eee ene eee 103 3 7 Out of the Office Making Calls with Call Back and DISA Call Bridge 104 3 7 1 Using DISA Call Bridge 0 cece cece cece eee eee e ees 104 3 7 2 USING Call B ck cenieni oevadciiviaweeaanetad ove notes 105 3 8 Upgrading the TalkSwitch Software and Firmware 4 107 CHAPTER 4 CALL DETAIL RECORD CDR LOGGING 4 1 Enabling Call Detail Record CDR logging cece cece eee eee 111 4 2 Retrieving Data sser shvstast si cavetseevesgaowaceeaae cowie wean 112 4 2 1 Web Interface Store to File on TalkSwitch 005 112 4 2 2 Serial Interface Real Time to Serial Interface 114 4 3 Analyzing the Data cece cece eee e cece eee nett A 115 CHAPTER 5 VOIP INFORMATION 5 1 Introduction to VoIP cece ec ccc e ee ieee 119 5 2 Optimizing Your IP Network for VolP 0 cece eee ee eee eens 119 5 2 1 The Broadband Connection eee cece eee eee eens 119 5 2 2 The Router NAT Firewall ccc cece cence ete ee eenees 120 5 2 3 The Local Area Network 0 cece cece e cece eee e ences 121 53 AG in saaamaseacsaaanveta AAEE EE REE yeas 121 APPENDICES A Help and Troubleshooting cece cece cece cece tence eens 127 B Using TalkSwitch with Telephone Company Calling Services 137 C Quick Commands and Touch Tone Functions
62. ALKSWITCH USER GUIDE UK amp IRELAND Example You have 2 TalkSwitch units 6 lines and 12 employees The 6 lines have the Hunt Rollover service from the phone company Suggested setup Plug the 4 highest traffic lines into unit 1 Also connect the 8 highest phone usage employee extensions to unit 1 Next connect the remaining lines and extensions to unit 2 Make sure you leave the Hunt lines on same unit first option enabled in the Line Hunt Group section of the software This arrangement keeps most of the traffic on unit 1 and any outbound calls made from any extension will usually go out on the same unit the extension is connected to The same will apply for inbound calls forwarded to Remote Extensions The call will be forwarded out on a line belonging to the same unit that the call came in on 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 Check the line gain levels on the Audio Controls page located in the Options folder in the TalkSwitch configuration software You may need to boost the Line gain levels on one or more lines to compensate for high loss lines Take note that if these controls are set improperly and your lines are problematic you may hear an echo when calls are made across the LAN Problems that may occur with VoIP Problem I hear re order tone when I try to dial a VoIP location Confirm
63. Access To make an announce ment through the attached external P A system lt recall gt 5 Disconnects current caller and reconnects immediately to the last caller put on hold 500 509 Call Parking Spots Press recall to place a 10 in total for the call on hold then assign entire system a parking space 500 509 510 Auto Park a call Press recall then 510 to place a caller in the next available parking spot park orbit Ep 500 509 Parked Call Retrieval To pick up a parked call APPENDIX C 143 lt recall gt 6 Conference Call for 3 parties Press recall to put the first caller on hold dial another extension or external number then press recall 6 G60 Toggles Do Not Disturb 51 6 at the current exten User will hear confirma sion tion Reminder is played Enables Disables Do every time the extension Not Disturb at the cur is picked up when rent extension enabled and 1xx Call Pick up Exten To pick up a call ringing sion Specific at another extension at anytime including after the Auto Attendant answers lt recall gt 7 Hold Retrieve used Or press recall then 7 to for retrieving any calls cycle through on a first placed on hold at that in first out basis extension 80 Accesses Same Line Put the caller on Hold Connect when transfer dial 80 and then dial the ring an outside callerto outside number Hang up another
64. Access to your telephone lines you need to press Recall before intercom calling Answering and Fax Machines Problem The answering machine and or fax machine picks up calls before they can be answered by telephone extensions e Check your settings in the Telephone Lines tab in the Call Handling section in the configuration software The problem may be that your fax machine and or answering machine extension is set to answer calls at the same time as your telephone extensions To fix this problem remove the fax or answering machine extension from the list of extensions to ring on an incoming call Problem Incoming faxes are not automatically detected and routed to the fax machine e On the Auto Attendant tab of the configuration software check to ensure that you have chosen the appropriate extension for the field labeled if a fax call is detected e 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 See section 3 3 1 7 132 TALKSWITCH USER GUIDE UK amp IRELAND e Many fax machines modems will time out or disconnect after 25 seconds on average if they have not connected with another fax machine modem If you are using the User does not make a selection option to route incoming f
65. Connect To enable line Ces hunt group 80 click the check De box next to Allow the use of Same De Line Connect by dialing 80 80 Hunt Group 80 is used for Same Line Connect It will enforce ARS blocking tules but ignore ARS routing tules fi e use Same Line Connect for allowed calls Note Call Bridge account passwords are only valid when using Call Bridge by itself not when used in conjunction with Call Back 2 3 7 Options 2 3 7 1 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 76 TALKSWITCH USER GUIDE UK amp IRELAND Configuration TalkSwitch System Configuration File Yiew Tools Help About TalkSwitch 3 System Information TalkSwitch 1 48 CVA Voicemail f Call Handling Line Controls Call Back DISA These controls affect the volume of outbound levels to callers A or Line 1 Defaut x Line 2 Defaut v Line 3 Defaut x Line Defaut x Audio Is Transfer Options These controls are used to match the impedance of your telephone lines Miscellaneous REN fred Ta l Troubleshooting Line 1 UK complex gt Line 2 UK complex UK complex Line 4 UK complex Calibration should be performed whenever a line is added or changed Calibrate Lines
66. Extension s ring but there is no caller e This can occur when a caller hangs up after the Auto Attendant has begun to play In some areas the Telephone Company s disconnect clear signal is weak This is the reason the Auto Attendant may not pick up the disconnect signal right away when a caller hangs up Because the Auto Attendant will receive no response after playing its message the call will fall through to your settings for the User does not make a selection option associated with that Auto Attendant APPENDIX A 133 Problem When I try to access voicemail I hear a busy tone e Check your Direct Line Access settings on the Local Extensions screen under System Information of the configuration software If a Local Extension has been given Direct Access to your telephone lines you must first press Recall before dialing the mailbox The same applies for dialing other extensions to initiate intercom calls Problems that may occur with 2 or more TalkSwitch units connected to the same LAN Problem I can t reach an extension across the LAN e Make sure the other unit is connected to the LAN and powered on e Pick up a Local Extension belonging to the other unit If there is dialtone then check your LAN connections On the rear panel the top LED of the 3 LEDs next to the LAN port should be on If there is no dialtone then make sure the unit is powered on Problem The configuration does not show th
67. H Expansion on side of system Works only with TalkSwitch Voicemail Expansion cards Note The PF box in between E4 and L1 L2 represents power failure support In the event of a power failure or loss of power to TalkSwitch Extension 114 is able to receive and make calls on Line 1 4 TALKSWITCH USER GUIDE UK amp IRELAND In cases where a telephone company s ISDN BRA service is installed using an NTE with two analogue line ab ports the TalkSwitch telephone lines can be connected to the NTE s ab ports Please check with your local telephone company The use of 4 wire telephone cables to combine L1 L2 or L3 L4 wiring requires a special installation procedure and may not be compatible with some standard telephone sockets It is not recommended for general use If your TalkSwitch was supplied with telephone lightning protectors to comply with local regulatory requirements they must be installed on each telephone line as detailed in the instructions provided with the lightning protectors 1 4 PLUGGING INTO THE BACK PANEL 1 4 1 Connecting telephone lines You can connect the TalkSwitch to the telephone company s line sockets using the 2 wire telephone cables provided to ports L1 L2 or L1 L4 subject to model Take note of which telephone line is connected to each Line port this information will be used in the configuration section In cases where the telephone company lines are terminated on a Connection Box w
68. I Pager Noranahi e Configure Notification Options All Local Extensions are activated with a voicemail box by default TALKSWITCH CONFIGURATION 47 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 If a caller presses 0 Select what action to take when a caller presses 0 during Mode 1 or Mode 2 while in a voice mailbox go to voice mailbox Callers are transferred to the specified mailbox go to local extension Callers are transferred to the specified local extension go to remote extension Callers are transferred to the specified remote extension go to ring groups Callers are transferred to the specified ring group play announcements Callers are transferred to the specified announcement go to auto attendant Callers are transferred to the specified Auto Attendant perform no action No action is performed when 0 is pressed Load Greeting button You can load a pre recorded voicemail greeting from your PC to TalkSwitch The file must be an 8khz 8 bit mono p law wav file In the Voicemail Notification Settings section Under the Dialed Notification tab set the manner in which you want to be notified when new messages arrive Remote Phone If you want to be notified at another location when new messages arrive u
69. INDIRECT INCIDENTAL SPECIAL EXEMPLARY OR CONSEQUENTIAL DAMAGES INCLUDING BUT NOT LIMITED TO PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES LOSS OF USE DATA OR PROFITS OR BUSINESS INTERRUPTION HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY WHETHER IN CONTRACT STRICT LIABILITY OR TORT INCLUDING NEGLIGENCE OR OTHERWISE ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE 156 TALKSWITCH USER GUIDE eUK amp IRELAND 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 MD5 Message Digest Algorithm in all material mentioning or referencing the derived work RSA Data Security Inc makes no representations concerning either the merchantability of this software or the suitability of this software for any particular purpose It is provided as is without express or implied warranty of any kind These notices must be retained in any copies of any part of this documentation and or software APPENDIX F 157 GLOSSARY Star Asterisk Sign The character on the bottom left of your touch tone telephone k
70. LAN each unit has a separate tab at the top of the folder Local extensions are numbered 1nx where n is the number of the unit on the LAN and x is the extension Select the extension s you wish to configure Configuration TalkSwitch System Configuration Eile Yiew Tools Help About TalkSwitch 3 System Information TalkSwitch Administration IP Configuration sae YoIP Configuration SATE I7 Activate Extension 111 Telephone Lines Taen iek John Doe Caller ID Information Line Hunt Groups Jane Smith Lastname Miller Firstname David Auto Route Selection pe EN Fax Information Molly Maid For TalkSwitch VoIP use Default VoIP number v Remote Extensions 115 For VolP Service Provider 1 VoIP use 001 613 7252980 X Extension Ring Groups n ree 116 Dial by name directory Call Handing 117 To include this extension in the directory you will need to type in a last name Call Back DISA ae and record the name of the person associated to this extension To record the Fa a 418 name dial 111 and follow the system prompts Options Phone Type Select the type of phone device you have connected to this extension TalkSwitch TS 400 2 Direct Line Access Hunt Group Access Local Extensions are activated with the associated Voice mailbox by default Voicemail boxes for each Local Extension can be de activated in the Voicemail section in the System Information folder 40 TALKSWITCH USER GUIDE
71. Line Type If you wish to use this Hunt Group to access telephone lines select Phone Lines To use this Hunt Group to access VoIP numbers select VoIP numbers 32 TALKSWITCH USER GUIDE e UK amp IRELAND Under Set Line Hunt Group select the lines you wish to add to the Hunt Group by checking the box next to the line Configuration TalkSwitch System Configuration Eile View Tools Help Beb About TalkSwitch System Information Administration IP Configuration local 1 yor ag Line Hunt Group name focai elephone Lines EE VoIP Numbers Set Line Hunt Group Line Hunt Groups CAFEA F PhoreLnes 3 Auto Route Selection ig n Line Type Phone Lines zi Fax Information North Ametic Local Extensions pw 111 5555 Line 1 Remote Extensions 84 111 5555 Line 1 Extension Ring Groups 555 1212 Line 2 On Hold Ringback 85 555 1212 Line 2 Voicemail 1111 1212 Line 3 acai Cal Handling 86 111 1212 Line 3 isla Call Back DISA e 555 1111 Line 4 Options Be E 555 1111 Line 4 88 the lines on the unit where the extension is connected This minimizes network traffic between units Note If multiple TalkSwitch units are connected to the LAN a check box is enabled so that outbound calls always hunt Networked 2 3 3 7 Automatic Route Selection and Toll Restriction Automatic Route Selection ARS allows outgoing calls to be redirected to different telephone lines or
72. OIP INFORMATION 5 1 INTRODUCTION TO VOIP The TalkSwitch with VoIP lines is a hybrid PSTN VoIP phone system The addition of VoIP to the TalkSwitch product line adds the ability to use a broadband IP connection for voice calls The VoIP enabled TalkSwitch can be used in many different applications The most popular configurations are multi branch teleworker integration and service provider integration 5 2 OPTIMIZING YOUR IP NETWORK FOR VOIP 5 2 1 The Broadband Connection MODEM INTERNET OR PRIVATE IP NETWORK xDSL Cable Satellite etc For optimum quality of VoIP calls on your system we recommend that you subscribe to a high speed broadband connection from your Service Provider Lite broadband connections typically 128 Kbps downstream and 64 Kbps upstream are not suitable for simultaneous voice and data traffic The limiting factor for a broadband connection is the upstream bandwidth to the Internet Service Provider VOIP INFORMATION 119 Example If you have a 1Mbps ADSL connection from your service provider it usually means you have an upstream bandwidth of approximately 380 Kbps Just because the service provider says that you have 380 Kbps upstream bandwidth does not mean that the full 380 Kbps is available at all times In fact a conservative approach is to estimate about half of the upstream bandwidth as being available In this case you could safely support 2 simultaneous G 711 calls or 4 simult
73. P 4 _ Local Extensions Seeks aera vere Service Provider Profile Extension Ring Groups e t 2 x gt On HoldjRingback vane Service provider VolP Service Provider 1 A acanal ja Phone Number Call Handling VolP 7 Country Code 001 Call Back DISA Options VolP 8 City or Area Code 613 VoIP 9 Number 7252980 I VoIP 10 Usemame and Password User Account VoIP 11 Password VoIP 12 View Registration Status Activate phone numbers as required If you had previously assigned numbers in the first slot for each of the 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 In the TalkSwitch Profile section All VoIP numbers are active when the system is first configured Phone numbers need to be assigned so that inbound VoIP calls can be handled according to the configuration parameters set for VoIP numbers under the Call Handling section 2 3 5 Phone numbers can be one or more digits in length TALKSWITCH CONFIGURATION 31 Phone numbers 250 299 have special functionality with TalkSwitch These numbers can be dialed directly from any extension or Auto Attendant and are routed automatically via VoIP to the destination with the number assigned to one of its ports Part of the role of an administrator is to keep track of all phon
74. Remote Extensions I Distinctive Ring 1 171 5555 added or changed Extension Ring Groups y On Hold Ringback T Distinctive Ring 2 Calibrate Lines Voicemail Call Handling Telephone Company Services Call Back DISA Check the unit conesponding to the services Options curently active on this line I 3 Way Calling Conterence I Transfer and Clear Centrex Plexar transfer I Call Waiting I Caller 1D I Telephone company Voicemail IT Hunt Rollover Busy Forwarding In the Phone numbers section Click on Activate Line to enable the telephone line port Enter the normal telephone number for the telephone line as the Main Number If your are using a Distinctive Ringing service for alternative telephone numbers from your telephone service provider check either Distinctive Ring 1 or Distinctive Ring 2 as required and enter the matching telephone numbers When incoming calls are detected with these distinctive ringing patterns they will be handled as separate telephone lines and can be setup with different call handling e g routed to a FAX machine at specific extension The distinctive ringing patterns are as follows Distinctive Ring 1 Two ring bursts per cycle of ringing where normal ringing is a single ring burst per cycle OR a single ring burst per cycle of ringing where normal ringing is two ring bursts per cycle of ringing Distinctive Ring 2 Three ring bursts per cycle of ringing In the Telephone company
75. Switching Local Exte ey PEASE Tuesday March 21 2006 3 16 36PM_ f emote Extensions Extension Ring Groups Call Back DISA Monday Options Tuesday Continuously run z Wednesday Switch modes depending upon time Thursday At s 00 00AM tun Mode 1 Friday At 4 00 00 PMS run Mode 2 zi Saturday raf z Sunday raf Warning The mode cannot change if you are logged into the configuration tool at the time of the scheduled mode switch 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 Note If you do not want to use Automatic Mode Switching you can switch modes manually in the software or through a telephone using touch tone commands Enter command mode by dialing and your password if required Dial any of the following commands and press to confirm 31 Change TalkSwitch to mode 1 32 Change TalkSwitch to mode 2 30 TalkSwitch tells you what mode it is currently using 2 3 5 2 Auto Attendant The Auto Attendant greets callers and tells them which number s they should press on their telephone keypad to reach a particular extension person message or department Callers can dial Local Extensions 1xx Remote Extensions 2xx Extension Ring Groups 300 309 Voicemail to
76. TALKSWITCH DOCUMENTATION USER GUIDE RELEASE 3 24 CT TS005 001101 UK For use in United Kingdom and Ireland talkswitch ANSWERS WITH INTELLIGENCE Copyright Information TalkSwitch Copyright 2006 All Rights Reserved TalkSwitch is a division of Centrepoint Technologies Inc TalkSwitch and Appello are registered trademarks of Centrepoint Technologies Inc Reproduction adaptation or translation without prior written permission is prohibited except as allowed under the copyright laws Information in this user guide is subject to change without notice and does not represent any commitment on the part of TalkSwitch No part of this user guide may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying recording or information storage and retrieval systems or translated to another language for any purpose other than the licensee s personal use and as specifically allowed in the licensing agreement without the express written permission of TalkSwitch First Edition April 2006 CT TS005 001101 UK PREFACE Thank you for purchasing the TalkSwitch Phone System This user guide provides instructions for installing configuring and using your TalkSwitch Please read this section before you start installing the product Important Safety Information Power amp Lightning Surges Surge protection devices are recommended in areas where lightning or power surges
77. UK amp IRELAND Caller ID Information section Last Name First Name Enter the first and last name of the person associated with the extension The last name is required if the person is included in the Dial by Name directory listing used by the Auto Attendant The person using that extension must also record their name for the directory by following the instructions below the name fields The name entered displays on the Caller ID of other Local Extensions during intercom calls VoIP For TalkSwitch VoIP calls use this number Select the number you want to display at the remote location when VoIP calls are placed from this extension If Default VoIP Number is selected the phone number associated with the outgoing VoIP port is used This selection makes the most sense if your VoIP numbers have been configured to handle all inbound calls in the same way For Service Provider VoIP calls use this number Select the number you want to appear at the remote location when VoIP calls are placed from this extension If Default VoIP Number is selected then the phone number associated to the outgoing VoIP port will be used This selection makes the most sense if your VoIP numbers have been configured to handle all inbound calls in the same manner 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 u
78. UK amp IRELAND If someone in the New York office wants to reach someone in the Miami office they can dial one of the phone numbers associated to Miami 270 273 TalkSwitch automatically finds an available VoIP number and connects to the Miami location The TalkSwitch at the Miami location handles the call according to the configuration in the Call Handling section for the voip numbers 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 TalkSwitch uses the first ring to identify the incoming ring pattern before passing it on to the extensions or the Auto Attendant TalkSwitch determines if the call is a Distinctive Ring and detects any Caller ID information A parallel phone can barge in on any telephone call on any of TalkSwitch s Lines Making and receiving calls on phones connected in parallel with TalkSwitch Making Calls Make calls on parallel connected phones as if TalkSwitch were not sharing the telephone line with them Answering Calls If a call is answered on a parallel connected phone before the Auto Attendant engages continue with the call as usual TalkSwitch takes no further action If a call is answered on a parallel connected phone after the Auto Attendant engages turn off the recorded Auto A
79. a telephone line or PBX system A single line telephone cable can be plugged into this port and will become a usable TalkSwitch Line Telephone Keypad The collection of push buttons on a touch tone telephone Telephone Wall Jack A wall outlet for a standard telephone jack Touch tone telephone A push button telephone which emits distinctive DTMF tones as different buttons on the keypad are pressed Two Line Telephone A telephone which allows you to make and receive calls on two separate telephone lines TX RX An acronym for transmit and receive USB Short for Universal Serial Bus the USB connection supports more bandwidth than a serial or parallel connection Virtual Extension A telephone or other communications device not physically connected to TalkSwitch as an extension but which provides the same functionality In general the term virtual distinguishes something that is merely conceptual from something that has physical reality 165 TalkSwitch s Remote Extensions are virtual extensions Voicemail Call Answer A service provided by TalkSwitch or telephone companies which gives callers the opportunity to leave a message when your extension or telephone line is busy or unanswered VoIP Voice over IP is a term used to describe the technology of taking voice and then applying algorithms to digitize compress and carry the data over an IP connection 166 TALKSWITCH USER GUIDE UK am
80. access it through prompt instructions you may do the following 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 Dial 1 Rewind 10 seconds Dial 11 Rewind to beginning of message Dial 3 Skip ahead 10 seconds Dial 33 Skip to end of message Dial 5 Listen to time and date stamp Dial 6 Forward the message with or without a note Dial 7 Delete message Dial 9 Save message USING TALKSWITCH 101 Dial QJ 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 Remember While recording your greeting or announcement callers can press P to return to the previous Auto Attendant if the call came from the Auto Attendant while listening to your greeting When they are done recording they can press P for more options You may want to give your callers these options for their convenience Change personal options press 3 This allows you to change your current password turn auto date and time stamp on and phone number on off and set up or change Pager an
81. ace or downloaded and opened into a spreadsheet e g Excel as a delimited text file The log is broken up into various columns 1 Call Type 5 Time 9 Name from 2 Log Number 6 Event Duration Caller ID 3 Event Counter 7 Connection 10 Line 4 Date 8 Phone Number 11 Account Number CALL DETAIL RECORD LOGGING 115 Example Type Log Event Date Time Duration Conn Phone Nr Caller ID Line Account Name Nr I 12328 01 16 02 2006 8 38 0 00 37 A004 02055512233 Joe Smith 13 ABCDE T 12328 02 16 02 2006 8 38 0 00 35 R302 02055512233 Joe Smith 13 ABCDE T 12328 03 16 02 2006 8 39 0 00 17 M442 02055512233 Joe Smith 13 ABCDE x 12328 04 16 02 2006 8 39 0 00 05 D103 01173345789 Mary Miller 19 I 12329 01 16 02 2006 8 45 0 00 11 A137 02047812987 Jane Doe 21 B 12329 02 16 02 2006 8 48 0 00 09 E195 02047812987 Jane Doe 22 0987C 0 14080 01 16 02 2006 8 49 0 00 36 C021 02099090022 10 I 15652 01 16 02 2006 11 38 0 00 12 RCO 02099090022 Jen Jones 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 Indicates a Transfer State c 0 Indicates an Outbound Call d B Indicates a Bridged Call For example a call in on one line that is forwarded over another This will include calls forwarded to Remote Extensions e X
82. ages Displays a dialog box with options to check the status of all Voicemail delete a mailbox password and reset mailboxes to factory default Displays a command line interface This option is useful for troubleshooting in conjunction with technical support TALKSWITCH USER GUIDE UK amp IRELAND Call Logging Output gt Defaults Reboot TalkSwitch Real time to Serial Port TalkSwitch can output call detail records to a PC connected to a Serial port Store to file on TalkSwitch TalkSwitch can store call detail records to a file stored on TalkSwitch This file can be viewed retrieved from a web browser Select this option to reset the current page or the entire configuration back to defaults Prompts you to save the configuration The reboot takes 25 seconds 2 3 1 4 Help Menu To access TalkSwitch documents in PDF format user guides quick guides references etc go to Start Menu gt About TalkSwitch Configuration Utility Programs gt TalkSwitch gt Documentation Displays the TalkSwitch software version number TalkSwitch firmware version number and Copyright information Support onthe Launches your browser and links you to our support Web site 2 3 2 Configuration Navigation The Configuration Navigation organizes all the configuration topics within folders The following is a brief description of each configuration folder About TalkSwitch System Information Voicemail
83. and the line is released once the extension or mailbox number has been entered When a call is transferred from a Remote Extension to another Remote Extension or VoIP Extension it is always a blind transfer so that three lines are not tied up for the transfer Note This feature can only be used when forwarding a call to a Remote Extension or a VoIP location over 2 lines It cannot be used with 3 Way Calling or Centrex Transfer services 2 3 7 3 Miscellaneous All of the following options affect TalkSwitch as a system Adjust them according to your needs TALKSWITCH CONFIGURATION 72 Configuration TalkSwitch System Configuration File Yiew Tools Help About TalkSwitch 7 Caller in queue reminder Internal clock setting System Information l vokcental Play reminder tone to On fy Obtain time from telephone line Caller ID ped extension when caller information oat Soin tc queued C Off Call Back DISA Options Call Back ring retum Internal Caller ID options Audio Controls During Call Back AA Soe os 2 For Intercom calls show name and number v a TalkSwitch hangs up If being used with another PEX Audio output options TalkSwitch has the ability to be an Auto Play through FA PA Announcements 7 Attendant for other PBXs When doing Maes this the PBX extension length needs to bespeciiogs Auto Attendant Transfer Prompts PBX extension length not used v r Disable playing of transfer prompts to callers
84. aneous G 726 calls or 10 simultaneous G 729 calls These estimates do not factor in other data traffic on the network at the same time With additional traffic on the Internet or private IP network the number of simultaneous calls supported by the link is reduced 5 2 2 The Router NAT Firewall ROUTER NAT MODEM _ INTERNET OR PRIVATE IP NETWORK xDSL Cable Satellite etc In a typical small office environment there are several computers connected to an Ethernet switch sometimes integrated into a router A router handles the connection between two or more IP networks Routers spend all their time looking at the destination IP addresses of the packets passing through and routing them accordingly In a network that shares both data and voice it is critical that the voice traffic has priority over the data packets Some routers support Quality of Service QoS functionality for such purposes These routers are identified as devices that support QoS VoIP or prioritization An inexpensive router for the small office market is the Linksys BEFSR81 It can be configured to provide prioritization of the voice traffic on the broadband connection to ensure that voice traffic gets through 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 upd
85. ate SIP messages 120 TALKSWITCH USER GUIDE UK amp IRELAND 5 2 3 The Local Area Network HUB SWITCH ROUTER NAT MODEM gt TALKSWITCH To share voice and data properly your network requires an Ethernet switch A switch isolates the Ethernet ports from each other and only allows traffic intended for the device connected to that port to ensure that data traffic doesn t compete with voice traffic A router is required to separate voice and data traffic different subnets successfully INTERNET OR PRIVATE IP NETWORK xDSL Cable Satellite etc 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 5 3 FAQ How does VoIP work Voice over IP or VoIP sends calls over the Internet or any Internet Protocol IP network by converting voice traffic into data packets These packets are routed over the IP network in the same way as other data reassembled at the point of arrival and converted back to voice Does a VoIP call sound like a regular phone call Under the right conditions VoIP calls can sound as good or even better than regular phone calls Voice quality is affected by numerous issues including how it is compressed for delivery over the Internet decompressed and how packets are processed A few step
86. atest updates We recommend integrating your phone system and your existing LAN with an Ethernet switch A switch provides direct communication between TalkSwitch 8 TALKSWITCH USER GUIDE UK amp IRELAND 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 this illustration to the LAN switch or switched hub Note TalkSwitch unit enclosures are not designed for stacking We recommend wall mounting units in a horizontal row to maximize airflow and keep the units from overheating 1 5 2 Setting the Unit ID for the first time When TalkSwitch units are shipped from the manufacturer they are programmed with Unit ID 1 If two or more units are placed on the same LAN with the same Unit ID number it causes a conflict TalkSwitch indicates this by flashing all the line lights on the front panel of the units that have the conflict To resolve the conflict assign a different Unit ID each of the units Pick up a telephone handset connected to one of the extension ports on the TalkSwitch unit you want to assign a different Unit ID to You immediately hear a system prompt indicating that there is a conflict and a new Unit ID needs to be chosen Select an available Unit ID between 2 and 4 The system indicates that the update was successful and the front panel lights stop flashing after several seconds When none of the front panel Line ligh
87. axes the fax call may time out before it reaches your fax extension If your Auto Attendant is lengthy you may want to shorten it or use another fax routing option e The level of the Auto Attendant is too loud and as a result is overpowering the CNG tone affecting detection You may want to lower the volume level of the Auto Attendant Other Possible Local Extension Problems Problem I am unable to access TalkSwitch Lines with a Local Extension e Check your Direct Line Access settings on the Local Extension page under System Information of the configuration software If a Local Extension has not been given Direct Access to your telephone lines you must dial a Line Hunt Group access code Problem My PC Internal or External Modem cannot dial out e If the extension to which your Modem is attached has not been given Direct Access to telephone lines you will have to include a Line Hunt Group access code before the number you are dialing Problem One of the Local Extensions telephones does not ring e 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 e Make sure the telephone cord you are using between the phone and TalkSwitch is working properly e Check to make sure the ringer is turned on for your phone Problem
88. ay Calling Conference service 1 Establish a call with an outside party 2 Press recall 80 to place the outside caller on hold and dial the number of the other outside party 3 When the call is answered press recall 80 to establish the 3 way call 3 2 9 Making and receiving calls using VoIP TalkSwitch models with VoIP trunks support inter branch connectivity via PSTN and VoIP Once properly configured calls are made between locations using VoIP with broadband connections TalkSwitch has 50 VoIP location codes 250 299 that can be assigned to any VoIP number These location codes are dialed from any extension or auto attendant TalkSwitch automatically hunts the VoIP ports for placing these calls Other calls are made over VoIP by dialing hunt group 88 activate voip numbers in this hunt group first 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 Example You have 3 branch locations New York Miami San Jose all with VoIP enabled TalkSwitch units Location 1 New York Phone numbers assigned to 4 VoIP numbers 250 261 12 phone numbers Location 2 Miami Phone numbers assigned to 4 VoIP numbers 270 273 4 phone numbers Location 3 San Jose Phone numbers assigned to 4 VoIP numbers 280 283 4 phone numbers 94 TALKSWITCH USER GUIDE
89. both leave messages and access messages access Call Back access DISA and enter Command mode directly to make changes to the system configuration 400 series mailboxes can be dialed at the Auto Attendant without 54 TALKSWITCH USER GUIDE UK amp IRELAND pressing first This is useful for providing virtual Extensions associated with a mailbox for telecommuters or other part time staff Configuration TalkSwitch System Configuration File Yiew Tools Help Ebb About TalkSwitch System Information Call Handing Modes F 1 At the Auto Attendant perform the following actions oaee ee Ifthe caller selects O then go to local ext m gt ee gt 3 Ifthe caller selects then goto local ext my Remote Extensions 4 Ifthe caller selects 2 then go to local ext 112 gt Lice aie apa Ifthe caller selects 3 then go to local ext Options If the caller selects 4 then go to local ext o E s E ills If the caller selects S then go to ring group a fa fa lal bal fad fa E la If a fax call is detected then Thang up After the Auto Attendant has finished playing and no selection has been a made within 5 z seconds then hang up ul Utilities for Auto Attendant 1 Before an Auto Attendant can be fully functional you need to record your Auto Attendant message using a telephone or load a pre recorded Auto Attendant Record Ins
90. calls on the next line even thought that line might be your preferred long distance connection e Click the check box next to the line s where you want the calls to overflow if the preferred lines are busy 34 TALKSWITCH USER GUIDE UK amp IRELAND e If necessary click Move Up or Move Down to change the order of the lines Entering Leading Digits and Assigning Actions What are leading digits e Leading digits are the first digit or first several digits of an international access code country code area code or phone number e Leading digits can be anywhere from 1 11 characters e Leading digits can include numeric characters 0 9 and The leading digit for long distance is 1 As soon as you dial 1xxx xxx Xxxx the system recognizes that you are making a long distance call To place an overseas call you would dial 011 followed by the country code the area code and the phone number i e 011 xx xx XXX XXXX Once you dial 011 the system recognizes that the caller is placing an overseas call 011 are the leading digits ARS will route or block calls according to the leading digits you define and the actions you chose in the TalkSwitch Configuration under System Information gt Auto Route Selection Configuration TalkSwitch System Configuration File Yiew Tools Help Ebb About TalkSwitch System Information Administration y rA IP Configuration TalkSwitch can route or block outgoin
91. ctronics stores 3 6 MODE SWITCHING OPTIONS Manual Mode Switching Use telephone keypad commands at a Local Extension or at the Auto Attendant to switch TalkSwitch Modes USING TALKSWITCH 103 At the Local Extension dial tone or at the Auto Attendant dial to enter command mode and enter a password if required Dial any of the following Quick Commands and press the sign Activate Mode 1 31 Activate Mode 2 32 Check Current Mode 30 Automatic Mode Switching using the Time Scheduler Use the configuration software to activate TalkSwitch s Time Scheduler feature You can configure TalkSwitch to switch between Modes automatically by configuring the times for Mode changes in the Modes window under Call Handling in the configuration software If you switch modes manually TalkSwitch automatically switches to the proper mode during the next scheduled mode change 3 7 OUT OF THE OFFICE MAKING CALLS WITH CALL BACK AND DISA CALL BRIDGE Working together Call Back and Call Bridge act as your personal long distance operator Whether you are across town or around the world these two features allow you to place calls from your office telephone line s 3 7 1 Using Call Bridge Call Bridge allows you to place calls using your office telephone lines when you are not in the office You can make a call to TalkSwitch access a telephone line connected to TalkSwitch and enter the number you want to dial Thi
92. d Remote Phone Notification for new messages By default auto date and time stamp is on and this information is played at the end of each message If you have Caller ID service the phone number is also included with the time and date Record name for Dial by Name Directory press 4 If you not yet recorded your name for the directory or wish to change the recording do so here The dial by name directory is accessed at the Auto Attendant according to your configuration Callers are directed to enter the first 3 letters of the employee s last name The system finds the exact or closest match and plays the recorded name and the extension number It then gives callers the option to connect to that extension Note You must record your name in order for the extension to be included in the dial by name directory 3 4 3 Pager and Cell Phone notification When a new message is left in a voice mailbox it can notify a pager cell phone or any remote number if the mailbox is configured to do so Configure the system to notify you for every new message or for only the first new message received since the last time you accessed new messages 102 TALKSWITCH USER GUIDE e UK amp IRELAND If you use Remote Phone Notification you have the option to accept or reject the notification call when you answer To listen to messages press To postpone listening to messages press For details on configuring Pager and Remote Phone Notification please s
93. d to TalkSwitch TalkSwitch will check the time and determine the mode it should be in according to the configuration and set itself to that mode APPENDIX G 153 To check the current mode of operation dial at a Local Extension to enter command mode then enter a password if required Next dial 30 then _ TalkSwitch will report the current mode 154 TALKSWITCH USER GUIDE UK amp IRELAND APPENDIX H COPYRIGHT AND LICENSING NOTICES TalkSwitch copyright 2006 All Rights reserved TalkSwitch is a division of Centrepoint Technologies Inc TalkSwitch software is protected under copyright law and international treaties Unauthorized reproduction or distribution of TalkSwitch software or any portion of it in any form may result in severe civil and criminal penalties and will be prosecuted to the maximum extent of the law 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 Elements of TalkSwitch software are protected under additional copyrights listed below and subject to the terms and disclaimers listed below A Copyright 1998 by the Massachusetts Institute of Technology Permission to use copy modify and distribute this software and its documentation for any purpose and without fee is hereby granted p
94. e TalkSwitch units When two or more TalkSwitch units are connected to the same LAN they are designed to act like a single phone system For example if you have two TalkSwitch units with LAN ports connected on the same LAN the system will function as a single system supporting 8 PSTN lines 16 local extensions and 16 remote extensions Config TalkSwitch System Configuration Eile View Tools Help Dbi About TalkSwitch System Information Administration TalkSwitch TakSwitch 2 TalkSwitch3 TalkSwitch 4 Notice that on some configuration pages there are up to 4 tabs across the top They allow you to select the TalkSwitch in the group Note Specific details describing the configuration or the use VoIP of features related to the TalkSwitch models with VoIP lines are preceded by the VoIP icon If you have a TalkSwitch without VoIP you can skip these sections in the guide 2 3 3 System Information Click the next to System Information to expand it Each item is described in the 2 3 3 sub paragraphs Note The configuration screens may slightly vary by model 18 TALKSWITCH USER GUIDE UK amp IRELAND 2 3 3 1 Administration This screen allows you to assign a System name and Administrator password for TalkSwitch The Administrator password gives access to all configuration options The password that is entered is used at configuration start up and throughout Touch Tone configuration Configurati
95. e new call 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 3 2 8 Conference calling with TalkSwitch Case A Two TalkSwitch Local Extensions and one outside caller You do not require access to the telephone company s 3 Way Calling Conference service to use TalkSwitch s conference calling capabilities 1 Establish a call with an outside party 2 Press recall to place the outside caller on hold Dial the number of the Local Extension you wish to conference with 3 When the extension is picked up press recall and 6 to establish the 3 way call Case B Two outside callers and one Local Extension e g Line 1 and Line 2 There are two different methods for this type of conference call The first method is similar to the one above using only TalkSwitch for the conference function USING TALKSWITCH 93 1 Establish a call with an outside party 2 Place the outside caller on hold and dial the number of the other outside party If you don t have Direct Line Access enabled at your extension dial 9 or another Hunt Group before dialing the second phone number 3 When the call is answered press recall 6 to establish the 3 way call The second method uses the telephone company s 3 W
96. e numbers assigned to each location to prevent duplicate numbers in multiple locations We recommend that you use these numbers as it will facilitate calling from extensions and the Auto Attendants 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 Enter a Username and Password Every phone number has a unique Username and Password 2 3 3 6 Line Hunt Groups There are a total of 9 Line Hunt Groups that control outbound call line selections These Line Hunt Groups are used by the Local and Remote Extensions and the DISA feature Each Hunt Group can support several line choices and attempt to use an available line in the order that they are listed Lines to Hunt for that Hunt Group These settings have no effect on incoming calls Default setup Hunt Group 9 selects any available telephone line Hunt Group 81 selects telephone Line 1 Hunt Group 82 selects telephone Line 2 Hunt Group 83 selects telephone Line 3 Hunt Group 84 selects telephone Line 4 Hunt Group 88 selects any available VoIP number only applies to units with VoIP trunks Select a Line Hunt Group and enter a unique name to identify this Hunt Group elsewhere in the configuration software Under Set Line Hunt Group select the
97. e other TalkSwitch unit s e Check your LAN connections Are you able to communicate with another extension on the other unit e Check the Unit ID of each unit If the lights on one or more units are flashing then there is a conflict with the Unit ID numbers assigned to each TalkSwitch unit Connect a phone to each TalkSwitch unit and lift the handset It will tell you immediately if a Unit ID number needs to assigned Follow the instructions accordingly You can dial oop at any time to check the Unit ID of the unit you are connected to See section 2 5 for more information Problem After recording an Auto Attendant greeting I can t play it back e 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 Problem Calls are not always reaching my voicemail e In extreme cases when the system is in high use all channels across the LAN might be in use so calls cannot be transferred to extensions or voicemail If this situation appears to be happening frequently you may want to consider optimizing the way the system uses lines In the Line Hunt Groups section of the software we recommend that you enable the Hunt lines on same unit first option Also ensure that frequently used extensions are connected to units with ample lines out to reduce LAN traffic 134 T
98. e ports Select Connect under the TalkSwitch configuration window e From the Control Center section of the TalkSwitch software choose PC Connection and then select COM Port Ensure that the configuration software is using the correct port to communicate with TalkSwitch Then select Retrieve settings under the File menu in the configuration software e Try rebooting TalkSwitch turn the power off and then back on Then select Retrieve settings under the File menu in the configuration software This will often correct any miscommunication that may have occurred between TalkSwitch and your PC e Make sure you do not have any communications programs running at the same time you want to use the TalkSwitch configuration software These can include Palm Pilot Hot Sync TalkWorks digital camera software or others These programs tend to hold on to COM ports making them unavailable for other programs APPENDIX A 129 Problem I am unable to configure TalkSwitch using a touch tone phone and the Keypad Commands Solution Try the following solutions in order until the problem is resolved TalkSwitch cannot be configured using a phone that is sharing a line with it If you are trying to configure TalkSwitch using an Out of Office phone you must first enter Command Mode Dial p at the auto attendant If you have enabled password protection you must also first enter the correct password If you are trying to co
99. e 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 To place a call to an out of office telephone number from a Local Extension you must first access an available line by choosing a Hunt Group 9 81 88 at the internal dial tone Restrictions to specific Line Hunt Groups can be configured for each extension Your extension can also be configured to Directly Access a specific line i e when a handset is picked up you hear the Telephone Company dial tone and you can dial an outside telephone number as usual Note If you have Direct Line Access enabled for a Local Extension you need to dial Recall before dialing any system features i e extensions or voicemail 3 2 2 Receiving calls at a Local Extension To receive calls at a Local Extension pick up the extension s handset when the extension rings If the call went through the Auto Attendant to the extension and call screening is enabled configured on the Local extension and Ring Group pages you have the choice of accepting the call by pressing B or re routing the call to its Answer at ext Call Cascade options by pressing or hanging up 88 TALKSWITCH USER GUIDE UK amp IRELAND Call Pick Up To intercept a call that is ringing on any other Local Extension before or after the Auto Attendant has engaged pick up your handset At the
100. ee section 3 4 3 5 MUSIC ON HOLD TalkSwitch can play music to callers when they are on hold parked or queued The music played to the callers is provided by the source you have connected to the MUSIC port or from a wav file 8 KHz 8 bit mono u law wav format stored internally on the unit s When a wav file is loaded on the TalkSwitch units the file is duplicated to all units on the LAN for redundancy in case the LAN goes down or a particular unit is unavailable Music on Hold and Call Forwarding to Remote Extensions If you are using the telephone company s 3 Way Calling Conference service Same Line Connect to activate TalkSwitch s Call Forwarding callers do not hear your music while they are forwarded to a Remote Extension When calls are forwarded the caller is put on hold by the telephone company s central office switch rather than by TalkSwitch and the caller hears silence while being transferred A system prompt indicates that callers hear silence while the system tries to locate their party This prompt explains to callers why all of a sudden they hear silence for an extended period of time before connecting to the Remote Extension This prompt cannot be disabled If you have two or more units on a LAN we recommend _ f that you load a wav file to the system of units If you use Networked an external music source supply a music source to each TalkSwitch unit 1 8 audio splitters are available at most ele
101. elephone company in any disputes which may arise regarding the accuracy of any subscriber s telephone account Waste Disposal Please dispose of the product in compliance with local regulations for electrical and electronic waste material PREFACE TABLE OF CONTENTS CHAPTER 1 TALKSWITCH INSTALLATION 1 1 Installation sascicvccdoswtaciaecaccsrneddasceiaaedwaediesneeta an 1 4 2 Front Panel lights 3 sovca ac cineeeccenaan die vedaaw wena orena dead 2 1 3 Back Panel scdsicdssigiscders ennaa sateen es ere sash neeees ENE 3 1 3 1 TalkSwitch 24 Models 0 cece eee e cence eee e eee eeeees 3 1 3 2 TalkSwitch 48 Models ccc cece cece cece e eee ee eees 3 1 4 Plugging into the Back Panel cece eee eee e eens 5 1 4 1 Connecting telephone lines 0 eee eee eee eee nee 5 1 4 2 Connecting extension telephones and other devices 6 1 4 3 Connecting devices to the Music and PA ports 6 1 4 4 Connecting TalkSwitch to a LAN and or PC ccee cence 7 1 4 4 1 Connecting TalkSwitch to a LAN for local configuration 7 1 4 4 2 Connecting TalkSwitch to a PC using a USB cable 7 1 4 4 3 Connecting TalkSwitch to a PC using a Serial cable 7 1 4 4 4 Connecting to TalkSwitch over IP 0 000ee 8 1 5 Using 2 or more TalkSwitch units ona LAN 0 eee eee eee eee ee 8 1 5 1 Connecting 2 or more TalkSwitch units toa LAN
102. enerated by the calls that are made through the TalkSwitch system Please refer to Call Detail Record Logging TalkSwitch Quick Guide 38 TALKSWITCH USER GUIDE e UK amp IRELAND Automatic Route Selection Examples Blocking international calls with exceptions Leading Digits Action Objective 00 Block Calls International calls are restricted 00 Hunt Group 81 North American calls are allowed 08 Hunt Group 81 Redirect calls to mobile operators with access codes 08 to different line that may be equipped fixed GSM phone services Call Redirection Advisory Use of the Automatic Route Selection and Toll Restriction features does not imply any guarantee whatsoever by regulatory authorities your network operator s TalkSwitch or its distributors and resellers with regard to the accuracy of these features and that the use of such a features may not be accepted by the network operator in any disputes which may arise regarding the accuracy of any subscriber s telephone account 2 3 3 8 Fax Information If you have a dedicated fax line or a Distinctive Ring number for a fax ma shine associated with a line choose the fax number in the list If you don t have a line dedicated for inbound faxing select 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 gt Telephone Lines Select the ex
103. ension telephone sets with Recall R or Flash buttons are used to ensure the correct signal duration is sent Do to mix telephone sets on the same system with different settings for Recall or Flash Accepted Recall Flash length settings will set the minimum and maximum duration accepted from an extension Any disconnect signal from an extension telephone set longer than the maximum will be treated as if the extension has hung up to clear the call Transmitted Recall Flash length Must be set to the signal duration required by the telephone company This signal is only used with the telephone company Three Way Calling Conference feature Double Recall time When two recalls are detected TalkSwitch needs to calculate the time between the recalls to establish if they were intended to propagate a recall at the Telephone Exchange or to place a call on hold and then quickly retrieve it The Double Recall time values signify the maximum time between two recalls that TalkSwitch recognizes as an intended recall to the Telephone Exchange When two recalles are detected with a time gap larger than the value displayed no recall is propagated at the Telephone Exchange The value can be adjusted from 200 ms to 2000 ms with the default set at 1200 ms 3 Way Calling wait time This option adjusts the time required between recall hook and a dial string Some telephone company 3 Way Calling Conference services require different time allowances after the
104. er must provide proof of the date of purchase serial number and obtain warranty return instructions from the Authorized Reseller or the TalkSwitch Technical Support Centre listed on http global talkswitch com To obtain warranty service the Customer is responsible for returning the TalkSwitch to the Authorized Reseller or the TalkSwitch Warranty Centre in suitable packaging Any applicable duties or taxes for the return of repaired or replacement product are the responsibility of the Customer Replacement or repaired product is returned free of charge excluding duties and taxes is warranted to be free from defects in material or workmanship for the remainder of the limited warranty period of the originally purchased Product 150 TALKSWITCH USER GUIDE UK amp IRELAND APPENDIX F SPECIFICATIONS PSTN Analogue Telephone Line Interface Line Type Line Impedance Ringing Detection Connector Type Caller ID Support Caller ID Alert Caller ID data Distinctive Ring Support Extension Interface Loop range On hook Off hook voltage Ringing voltage Ringing frequency Connector type Extension Impedance Signaling type APPENDIX F Loop Start BT SIN 315 for Terminal Impedance UK ETSI TBR21 Ireland options for 600 ohms 900 ohms and TBR 21 25 Hz RJ 11 2 wire telephone cable with BT style plug pro vided for use in UK All Lines LR DT AS and RP AS V 23 Yes 1 one burst per ring cycle 2 three b
105. er then no VoIP calls can be made Calls can still be placed over the regular phone lines What happens to VoIP if the IP network fails If the connection to the IP network is lost it will not be possible to make VoIP calls Calls can still be placed over the regular phone lines Can a firewall prevent VoIP calls from passing through The purpose of a firewall is to control what kinds of traffic enter and leave your network The VoIP enabled TalkSwitch is designed with embedded applications to help traverse firewalls properly To allow VoIP calls to pass through your firewall you may need to use the port forwarding feature on your firewall TalkSwitch default uses the following ports for VoIP Format Type Unit 1 Unit 2 Unit 3 Unit 4 RTP voice UDP 6000 6006 6010 6016 6020 6026 6030 6036 SIP signaling UDP 5060 This port is mapped to only one unit 122 TALKSWITCH USER GUIDE UK amp IRELAND What is SIP The Session Initiation Protocol SIP is a signalling protocol used for establishing sessions in an IP network A session could be a simple two way telephone call or it could be a collaborative multi media conference session 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 Int
106. er of VoIP numbers for outgoing calls The maximum number of VoIP numbers available is determined by how many lines are available shared with the TalkSwitch VoIP network For business reasons you might want make all lines available for incoming calls and restrict outgoing calls so that the likelihood of incoming calls being missed View Registrar Entries button If this location is the Registrar Server click this button to view which systems are registered with the Registrar Server View Registration Status button Click this button to view whether or not this system is registered with the designated Registrar Server 26 TALKSWITCH USER GUIDE e UK amp IRELAND Configuration TalkSwitch System Configuration File Yiew Tools Help Ebb About TalkSwitch System Information Administration IP Configuration VoIP Configuration Telephone Lines VoIP Numbers Line Hunt Groups Auto Route Selection Fax Information Local Extensions Remote Extensions Extension Ring Groups On Hold Ringback Voicemail Call Handling Call Back DISA Options TalkSwitch Profile Service Provider 1 Profile I Activate Profile Service Provider Name Proxy Server Name Registrar Server Name Outbound Proxy Realm Domain VolP Lines VoIP lines available for use with this Service Provider 4 v Maximum number of VoIP lines for incoming calls 4 bd Maximum number of VolP
107. ernet The IETF s philosophy is simplicity specify only what you need to specify 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 It is a means of having the advantages of a private network on a shared public infrastructure like the Internet A VPN provides security by using encryption decryption Using a process called tunneling private data is encrypted and then encapsulated before being sent across the network These packets of information are sent to their destination Only those with the correct protocol information are able to enter a company s network A VPN is very useful for providing employees with remote access to the company network without compromising security Encryption can have a negative impact on the call quality as the overhead on the network connection is increased For example IPSec adds approximately 10 per cent overhead to VPN traffic What s the difference between a Public IP Address and a Private IP Address A Public IP Address is a globally unique number that identifies a device on the Internet If you want someone on the Internet to connect to you they must know your public address Also known as your
108. eypad Hash Sign The character on the bottom right of your touch tone telephone keypad It is also commonly called the number sign 3 Way Calling Conference A service provided by telephone companies which allows you to connect parties on three different telephone lines together for one conversation 3 Way Conference Call Connecting three parties together for one telephone conversation TalkSwitch offers its own 3 Way Conference feature and also allows you to use the 3 Way Conference Calling service provided by local telephone companies GLOSSARY Analogue All sound actually begins in the form of sine waves and must be in this form to be heard by the human ear Analogue devices phones answering machines etc transmit and receive sound in the form of sine waves The telephone lines in your home are also designed to carry analogue signals sine waves TalkSwitch is an analogue device and will work with any other analogue device or telephone system Auto Attendant Message TalkSwitch s electronic attendant A self recorded message that greets and directs callers to select an extension number based on information provided in the message Auto Call Back Allows you to activate Call Back by dialing one of TalkSwitch s telephone numbers letting the call ring at least once and then hanging up Busy Tone Tone used to indicate that the called party is busy Call Back A TalkSwitch feature w
109. figure Notification Options 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 Tf a caller presses 0 Go to voicemail box Go to local ext Go to remote ext Go to ring groups Play announcement only or perform no action Load Greeting button Voicemail Notification Settings tab Remote Phone Notification Notification Settings Pager Notification Message Waiting Light Configuration Notification Options Dial notification phone number and If attempt unsuccessful TALKSWITCH CONFIGURATION a 2 3 4 4 Global Settings Any changes made to Global Settings affect all system voice mailboxes Configuration TalkSwitch System Configuration Ele view Tools Help About TalkSwitch System Information Voicemail Local Ext Voicemail Global Message Waiting Indicator Remote Ext Voicemail General Voicemail Global Settings Call Handling Call Back DISA Mailbox settings Options When listening to voicemail messages always start with newest message When pager remote phone notification of new messages is activated notify the pager remate phone after receiving every new message v fy Slowly pulse the Power Data light to indicate a new message has been pa Slon ais left in any voicemail
110. flash on the y gt i Identify specified unit Step 2 Download new software and firmware When you select and click on the appropriate version for download a screen displays asking you what you would like to name the file you are about to download and in where folder directory you would like to save it We suggest leaving the file name as it is e g install exe and saving it on your Desktop Once the download is complete begin your upgrade by double clicking on the install file or using the Run option on your Windows Start menu A series of windows guide you through the installation process This process updates your configuration software to a newer version You still need to update the firmware to take advantage of new features The new firmware file is placed in the TalkSwitch directory after running the install program Step 3 Updating the firmware The last step is to update the firmware Follow the instructions on the website to perform the update 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 When the update is completed you are prompted to reboot TalkSwitch In the dialogue box click the Proceed button 108 TALKSWITCH USER GUIDE UK amp IRELAND If the firmware update was
111. fully qualified domain name FADN so that other locations can reach this location If you don t akeady have a domain name you can register one for free at http www dyndns org For more details please refer to the TalkSwitch CVA manual Please enter your FQDN then click OK to continue or click Cancel if you do not have a FQDN Fully Qualified Domain Name abecompany com The radio button Use the following IP and DNS information is selected Configuration TalkSwitch System Configuration Eile Yiew Tools Help Ebi About TalkSwitch z System Information System IP Settings Administration Obtain IP and DNS information automatically espe sat Use the following IP and DNS information VoIP Configuration Telephone Lines Unit IPAddress 64 26 140 171 Subnet mask 255 255 255 0 VoIP Numbers 26140 TT Line Hurk Ciais Default Gateway 64 26 140 1711 Auto Route Selection Preferred DNS Server 206 191 0 140 Boplaformeticn Altemate DNS Server 206 181 0 210 Local Extensions Remote Extensions Extension Ring Groups On Hold Ringback This TalkSwitch unit is acting as the local proxy for the system Ensure that the SIP signalling port Voicemail default 5060 is mapped from your router firewall to the IP address of this TalkSwitch unit i Call Handling Call Back DISA a F Options Public WAN IP Address Type of public WAN IP for Internet Connection dynamic v Current public
112. g calls based on the digits dialed Enter up ARS Hunt Groups IP Configuration to eleven digits per field and select the action required i e route to a specified Vol igt Line Hunt Group or block the call Telephone Lines VoIP Numbers Activate Automatic Route Selection Leading Digits Action toute to or block Leading Digits Action route to or block Line Hunt Groups Auto Route Selection if Aip zl Fax Information 3 long dist t Local Extensions 2 ia long dsterce 62 z Remote Extensions a foo Block Calls 12 Extension Ring Groups On Holdjfingback 4 foot North America 83 v 13 f x Voicemail 5 v 14 F Call Handling E 3 Call Back DISA e amp f x 15 zl Options zi 16 af a ag z af 18 Emergency Service Numbers The following emergency service numbers are not subject to ARS rules i e cannot be blocked or re routed 999 112 e Enter the leading digits you wish to route or block in the Leading Digits field TALKSWITCH CONFIGURATION 35 e Select the desired Action route to a specified line hunt group or block calls from the corresponding pull down list Note The entries that you specify for ARS match the dialed digits with the longest leading digits entry If the numbers dialed match the digits that you specified in table shown above the call is routed to a line hunt group or blocked according to the Action you selected Example
113. hat have less traffic When the CDR data is streaming real time out of the Serial port no file is generated on TalkSwitch therefore there is no buffer limit As each event in a call is completed the record will be sent out the Serial port 4 2 RETRIEVING DATA There are 2 different methods of retrieving the data from TalkSwitch e Web Interface Store to File on TalkSwitch only on models with LAN ports e Serial Interface Real time to Serial Interface 4 2 1 Web Interface Store to File on TalkSwitch 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 Ina web browser enter the TalkSwitch unit IP address followed by the forward slash and login html Address http 192 163 1 200 login html Note You can confirm the unit s IP address from the System Information gt IP Configuration page in the software 2 At the login screen enter the System name for username if set and the administrator password in the password field You can find this information in Talkswitch configuration software under System Information gt Administration User Name TakSwitch Password pes 112 TALKSWITCH USER GUIDE UK amp IRELAND 3 Click on the link for Call Detail Record CDR Management Welcome System Status Call Detail Record CDR Management More information about TalkSwitch can be found on the Talk Switch ho
114. he Caller ID information at the end of the message to identify callers Caller ID service required from your telephone company 52 TALKSWITCH USER GUIDE eUK amp IRELAND View Mailbox Data button View the details for each voice mailbox and announcement followed by a summary This tool is useful for managing the voicemail resources of the system Mailbox Data Greeting Time New Messages Total Messages Message Time Voicemail 0 0 0 sec Voicemail a Oses Voicemail o 3 min 26 sec Voicemail 0 0 sec Voicemail 0 Voicemail 0 Voicemail o 0 o 2 0 onoooooogo Voicemail Voicemail Voicemail Voicemail Voicemail 0 Voicemail 0 n 200 Vainamail View active mailboxes only View all maiboxes Summaries Unit ID Total Unit Time Auto Attendant Usage Voicemail Usage Call Back Directory Music On Hold Unit Time Available 30 min 2 sec 1 min 54 sec O sec 0 sec O sec 28 min 8 sec 30 min 2 sec 1 min 54 sec O sec 0 sec 0 sec 28 min 8 sec 30 min 2 sec 1 min 54 sec 3 min 34 sec 4 sec 0 sec 24 min 30 sec 30 min 2 sec 1 min 54 sec 12 sec O sec O sec 27 min 56 sec Total 2hr 8 sec 7 min 36 sec 3 min 46 sec 4 sec D sec 1 hr 48 min 42 s Voicemail Access Dial 4 from a local extension to access the mailbox associated to that extension You can also dial lt maibbox gt at the local extension or at any auto attendant greeting when calling from a remote location
115. her Most connectors are either male or female Computer Telephony Integration Dial Tone Tone used to indicate that equipment is ready to receive dialed digits Tone is usually constant and may be GLOSSARY interrupted when features are activated on the line such as message waiting or call forwarding Digit Any whole number from 0 to 9 The numbers on your telephone keypad can also be referred to as digits Digital Digital devices phones answering machines etc convert analogue sine waves into digital signals a combination of zeroes and ones for storage and or transmission over digital lines The digital signal is then converted back to analogue sine waves that can be heard by human ears Digitize To translate into a digital form For example optical scanners digitize images by translating them into bit maps It is also possible to digitize sound video and any type of movement In all these cases digitization is performed by sampling at discrete intervals To digitize sound for example a device measures a sound wave s amplitude many times per second These numeric values can then be recorded digitally Distinctive Ring A service provided by some telephone companies where more than one telephone number that callers can dial to reach the same telephone line such as a second number for a fax machine Each Distinctive Ring number has a different ringing cadence The TalkSwi
116. hich once activated instructs TalkSwitch to call you back at a preset Out of Office telephone number You can then access TalkSwitch s DISA Direct Inward System Access feature TalkSwitch offers two ways to activate Call Back Prompted and Auto Call Forward A TalkSwitch feature which forwards calls to one of 8 or more Remote Extensions Caller ID A service provided by telephone companies which transmits information about incoming calls callers name and telephone number Call Waiting A service provided by telephone companies which allows you to accept a second incoming call on a telephone line that is already in use Call Waiting allows you to toggle from one caller to the other Centrex Plexar Central Office Exchange Service A type of PBX service offered by the telephone company on a pay per service basis All call switching occurs at a local telephone station instead of a company s premises Service may not be available from local telephone company A chirping tone emitted by fax modems and most fax machines to initiate contact with another fax machine modem COM Port Communications Port Internal virtual pathways used to transmit data to and froma PC s exterior Serial Port and software running on the PC The majority of PCs have four Com Ports COM1 COM2 COM3 and COM4 Most software programs gain access to the COM Ports via system interrupts IRQs and only
117. ic command to be executed Typically shortcut keys combine the Ctrl or Alt keys with some other keys In Windows environments for example Ctrl and C is used as the shortcut key to copy On PCs the function keys are also often used as shortcut keys TALKSWITCH USER GUIDE UK amp IRELAND SIP Session Initiation Protocol SIP Developed by the Internet Engineering Task Force IETF this is a signaling protocol designed to be much more simple and flexible than the H 323 protocol SIP uses the existing Internet and HTML structures to provide VoIP transmissions In addition SIP is more scalable allowing applications to grow in scope without any concern for the existing architecture SIP gives network managers the flexibility to select any type of architecture from a heavily centralized network controlled extensively by a server to a less concentrated network where intelligence is found at the endpoints that communicate directly with each other Serial Port Serial Ports are physical plug ins They allow two devices to exchange information or data A Serial Cable is used to connect the two Serial Ports together SOHO Acronym for Small Office Home Office It s a burgeoning market comprised of solo professionals part time work at homes telecommuters and small businesses Tel Lines 1 2 3 or 4 A port or plug in on the back panel of TalkSwitch which can accept a RJ 11 plug from either GLOSSARY
118. idge Session Hang up This ends your DISA session and disconnects you from TalkSwitch If you want to guarantee that TalkSwitch disconnects at the end of a DISA session press EP and then hang up The DISA telephone number dialed can be any telephone number local long distance toll free 800 and 888 or international Enter the telephone number as you would in your office 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 e Call Bridge e Local Extensions Remote Extensions and Extension Ring Groups e Voicemail e Configuration settings Using Call Back involves 3 easy steps 1 You call your TalkSwitch telephone number to activate Call Back 2 You answer and accept the Call Back TalkSwitch calls you back within 30 seconds 3 At the Auto Attendant you can choose to perform DISA dial any extension access and retrieve voicemail or configure TalkSwitch USING TALKSWITCH 105 Activate Call Back There are two ways to activate Call Back 1 Using Prompted Call Back Activation From your out of office location dial a TalkSwitch telephone number Let the line ring until the Auto Attendant answers your call and then dial 6 on the telephone keypad If you have enabled password protection you are asked to suppl
119. ifferent ring pattern You 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 Without being subscribed to Caller ID you can tell by how your phone rings if you consider the caller to be important Select the Extension Ring Group 300 309 you would like to configure Activate it In the Set Ring Group section Select each extension you wish to add to that Ring Group Repeat this process for each of the Extension Ring Groups you want to activate Ring pattern Choose how you want the phone s to ring for the Ring Group TALKSWITCH CONFIGURATION 45 2 3 3 12 On hold Ringback If you wish to have callers listen to music or advertising while they are on hold enable Music on Hold in this tab Configuration TalkSwitch System Configuration File Yiew Tools Help About TalkSwitch System Information Administration IP Configuration On Hold Settings VoIP Configuration H Play double beep tones Telephone Lines YoIP Numbers Play music whose source is connected to the MUSIC jack Line Hunt Groups Play music from file loaded on TalkSwitch Load way file Auto Route Selection Aa Fax Information Playback volume for music fle EA Local Extensions Remote Extensions REA Extension Ring Groups On Hold Ringback When calls are transferred from the Auto Attendant or from an extension 2 Voicemail callers
120. io to the Music ports on each TalkSwitch The PA port can be connected to a PA System for external paging or to an amplification system to screen voicemail or to use as a line simulator The PA port requires a 1 8 3 5mm mono phono connector If you have a 48 model with more than one TalkSwitch connected to a LAN you need to provide a connection from each TalkSwitch to the PA system 6 TALKSWITCH USER GUIDE UK amp IRELAND 1 4 4 Connecting TalkSwitch to a LAN and or PC There are currently four ways to connect to TalkSwitch for PC configuration over the LAN Ethernet port USB Serial or Internet LAN Use the provided Ethernet cable to connect TalkSwitch to the LAN via your switch TalkSwitch models with LAN ports only USB Use a USB cable to connect TalkSwitch to an available USB port on your PC or on the USB hub Serial Use a serial cable RS232 to connect TalkSwitch to an available Serial COM port on your PC Internet The TalkSwitch models with LAN ports support remote configuration from a PC via IP from a local or remote location 1 4 4 1 Connecting TalkSwitch to a LAN for local configuration If you want to connect multiple TalkSwitch units to a LAN see section 1 5 To connect TalkSwitch to a LAN for configuration purposes use the supplied Ethernet cable Category 5 cable with RJ45 connectors on either end provided with 48 models Connect TalkSwitch to the switch or hub The top LED lights up t
121. ion 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 VolP calls properly Current public WAN IP address When you select the public IP address type dynamic this entry shows the current public IP address and is not editable If the public IP address is static you enter it here Public WAN IP address checker server name When you select the public IP address type dynamic this entry shows the current server name for the IP checker utility If the public IP address type is static no information is required The default location is checkip talkswitch com There is an IP checker application running on the server that responds to requests from TalkSwitch units for the public IP address at its location Fully Qualified Domain Name A Fully Qualified Domain Name FQDN is required if this location acts as the SIP Server and does not have a static public IP address from your service provider You can obtain FQDNs for free at www dyndns org TALKSWITCH CONFIGURATION 21 Download one of the applications specified on the site It needs to run on a PC connected to the same LAN to update the DNS servers TalkSwitch If you want this location ta be the Proxy Registrar server then you need the Public IP address to be static or you need to use a Lexx
122. ions are engaged if the extension is selected by the caller or if a call is manually transferred to the extension Once a call enters an extension s Call Cascade sequence the extension owns the call It does not follow any other extension s options even if that extension is selected in the Cascade sequence What you see in an extension s Cascade sequence is exactly what you ll get You can set up the Call Cascade sequences differently for both scheduling modes the scheduling for these modes are set up on the Modes tab TALKSWITCH CONFIGURATION 63 Configuration TalkSwitch System Configuration File Yiew Tools Help BSS About TalkSwitch System Information TalkSwitch Yoicemail Call Handling na Modes Pavia MIRC Call Cascade for Extension 111 Auto Attendant Telephone Lines donen VoIP Numbers Jane Smith Configure Call Cascade for Mode Mode 1 Local Extensions pe PELE OS 9 Remote Extensions Molly Maid a a Estension Ring Groups Busy No Answer Answered Do Not Disturb Call Back DISA 115 Options 116 17 If extension is busy go to voice mailbox 111 118 go to voice mailbox go to local ext _ goto remote ext y go to ring group play announcement 2 invoke Call Waiting go to auto attendant queue call play busy tone hang up If a call is manually transferred to a Local Extension that is busy TalkSwitch follow
123. ish to continue holding please remain on the line While the caller is on hold at your extension you hear a Call Waiting beep every 75 seconds If you want to rotate through queued callers dial recall and 7 The caller you are speaking to is placed on hold and the first caller in the queue is retrieved If you have multiple callers queued up press recall and 7 to retrieve callers on a first in first out basis If Call Waiting is enabled for the busy action of a Local Extension callers hear ringing or music if enabled while the Local Extension hears a Call Waiting beep and receive the Caller ID for the new call To connect to the new caller press recall 7 To let the caller fall through to the next level of the cascade ignore the beep 3 2 6 2 Queuing callers to an Extension Ring Group If you want to queue callers for a Ring Group configure this action using an Auto Attendant This feature is also referred to as Automatic Call Distribution Example Configure Auto Attendant 1 to queue callers to ring group 301 for technical support if they have pressed 5 When a caller presses 5 for technical support they enter the queue immediately Every 60 seconds the caller hears the following prompt Your call is important to us Please remain on the line To return to the previous menu press star Extensions that are part of the ring group and are available will start ringing within
124. it follows the programmed option for that Auto Attendant 2 If you don t want to use options 1 2 and 3 for any of the Auto Attendants you can set the option to 4 seconds This gives callers more than enough time to dial all 3 digits of any extension without accidentally falling through to one of the Auto Attendant options 3 If you don t want to give callers the ability to dial any of the extensions and only permit them to access single digit options set this value to immediately As soon as TalkSwitch detects the first digit it will follow the specified option for that Auto Attendant Auto Route Selection The Inter Digit timeout can be set anywhere between3 and 18 seconds The default is 5 seconds 2 3 7 5 Troubleshooting Advanced DTMF Detection The minimum length for detecting a DTMF digit and minimum duration between DTMF digits is set by default based on location If problems are encountered these settings can be adjusted Symptoms of issues that may require adjustments are the dialling of wrong numbers between extensions or TalkSwitch not operating correctly to dialled digits at the Auto Attendant 84 TALKSWITCH USER GUIDE UK amp IRELAND Configuration TalkSwitch System Configuration Ele view Tools Help About TalkSwitch 3 F System Information DTMF Detection Fax Detection Voicemail These values should only be adjusted if callers are having CNG tones required before Call Handli
125. it is recommended that extensions are wired through a Master Socket or an in line adaptors with a capacitor This also ensures compatibility with some telephones that require 3 wire connections for the telephone to ring Attach a single line corded or cordless telephone fax machine or answering machine Connect your single line analog telephone or fax machine to one of the TalkSwitch extension ports E1 E4 all TalkSwitch models E5 E8 TalkSwitch 48 models only just as you would be plugging them into a standard telephone wall port Attach an Internal or External Modem Plug the modem s telephone cable into a TalkSwitch extension port Your modem is now a TalkSwitch extension that can access all lines and take advantage of TalkSwitch s call routing features If you don t want to change your dial up settings for the modem enable Direct Line Access for the extension associated to the modem See section 2 3 3 9 Local Extensions gt Direct Line Access for more details on configuring Direct Line Access 1 4 3 Connecting devices to the Music and PA ports The Music port is designed to support any audio source CD player radio tape player sound card etc for playing music or messages to callers while on hold Connect the audio source via its headphone output to the Music port The Music port requires a 1 8 3 5mm mono phono connector If you have a 48 model with more than one TalkSwitch connected to a LAN you need to provide aud
126. ith IDC or screw terminals it is recommended that RJ 11 Wiring Tails are used These are single or multi pair cables with 0 5mm solid core wire one end terminated in an RJ 11 connector s These RJ 11 wiring tails may be available where you purchased your system or provided by your installer Advisory In order to minimize disruption to your business you may want to configure TalkSwitch before connecting it to your telephone lines and extension phones Warning The TalkSwitch line ports are sensitive to high voltage spikes from lightning If you live in an area where electrical storms occur regularly we recommend that you protect TalkSwitch by plugging the telephone cords coming from the TalkSwitch line ports to a surge protection device connected to the incoming telephone lines TALKSWITCH INSTALLATION 5 1 4 2 Connecting extension telephones and other devices You can connect any regular analogue extension telephone set cordless e g DECT telephone or fax machine to the extension ports E1 E4 and E1 E8 subject to model In cases where extensions will be wired through in building wiring and a Connection Box with IDC or screw terminals it is recommended that RJ 11 Wiring Tails are used These are single or multi pair cables with 0 5mm solid core wire one end terminated in an RJ 11 connector s These may be available from your TalkSwitch Reseller or provided by your installer To connect telephones with BT style plugs
127. lines 006 28 2 3 35 VOIP NUMBETS s seteia ennen Marae dane Shamed 31 2 3 3 6 Line HUN GIOUPS 0 60 ssc adeasceseas ceca aneaeeuee de 32 2 3 3 7 Automatic Route Selection and Toll Restriction 33 2 3 3 8 Fax Information cece cece eee eee eens 39 2 3 3 9 Local Extensions cece cece e eee eens 40 2 3 3 10 Remote Extensions ce cece cece eee eee eee 42 2 3 3 11 Extension Ring GroupS eee eee eee eee eee 44 2 3 3 12 On hold Ringback cece cece cece e cece ee enes 46 23 4 VoicOMall c c sda ce iuaieed essa E E EN EEE 47 2 3 4 1 Local Extension Voicemail ee eee ee 47 2 3 4 2 Remote Extension Voicemail 2 e ee eee 50 2 3 4 3 General Voicemail cece cece ee eee eens 51 2 3 4 4 Global Settings cece cece cece 52 223 5 Call Mamaling 5g ccscoiccientr tne snavonabed sinha steiaie tubavese gracecsin tds 53 2 351 MOdGS rers eeina erea e EREE EA 53 2 3 5 2 Auto Attendant cece cece eee cece eee eens 54 2 3 5 3 PSTN analogue telephone Lines 05 60 2 3 5 4 VoIPNumbers cece cece cece eect eee eees 62 2 3 5 5 Local Extensions Call Cascade 04 63 2 3 5 6 Remote Extensions Call Cascade 66 2 3 5 7 Extension Ring Groups Call Cascade 68 I TABLE OF CONTENTS 2 3 6 Call Back DISA rnern ee top EEEE EAEAN 69 2 3 6 1 Au
128. lines dial 9 and enter the password for DISA Note Currently TalkSwitch does not support the ability to place calls on hold or transfer calls when making calls to other locations since the call does not actually go through TalkSwitch Receiving calls Once the phone or gateway is registered with the TalkSwitch SIP server calls are received directly from other registered gateways or through the system 1 Ifthe call is routed via TalkSwitch you can transfer the caller dialing GED and any extension or voice mailbox 2 Ifthe call came directly from another SIP gateway or phone you can transfer the call if your service provider supports this feature 3 4 USING THE TALKSWITCH VOICEMAIL SYSTEM 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 When you insert a TalkSwitch memory card in the memory slot the system configures the card automatically within 20 second USING TALKSWITCH 99 3 4 1 Activating voicemail boxes Activate Voice mailboxes in the TalkSwitch configuration software There are three series of Voice mailboxes that you can activate in the Voicemail section of the configuration 1 Local Extension mailboxes These mailboxes are generally associated with the
129. llo R SIP stack for VolP communications The Appelloff SIP stack was developed by TalkSwitch a division of Centrepoint Technologies Inc Waming This computer program is protected by copyright law and international treaties Elements of TalkSwitch software are also protected as follows copyright c 2001 2003 Swedish Institute of Computer Science All right reserved copyright c 1998 by the Massachusetts Institute of Technology copyright e 2000 2003 Intel Corporation All rights reserved Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent of the law Write down the software number Go to the TalkSwitch website at http global talkswitch com The instructions help you select and download the appropriate upgrade Note The instructions on our website take precedence over any instructions in this user guide USING TALKSWITCH 107 The TalkSwitch firmware version number of each unit is in the System information window In the TalkSwitch Configuration start window click the link View System Information System Information Unit ID MAC Address IP Address Hardware Firmware Uptime 1 OOOF 4D 005E 29 100 08 48 VA 3 22 27 1 day 5 hrs 20 min Select a Unit ID then click Identify if you need to physically identify the different TalkSwitch units When you click on this button all the lights will
130. ls please note that the Call Cascade options for the Local Extensions are not engaged In order for calls to go to an extension s mailbox the Auto Attendant must first answer the call or a person in the office must transfer the call For details on configuring TalkSwitch to ring specific extensions during inbound calls USING TALKSWITCH 87 see section 2 3 5 Once calls have been answered at a Local Extension they can be transferred to any extension or voice mailbox See section 2 2 4 for more details 3 2 IN THE OFFICE MAKING AND RECEIVING CALLS 3 2 1 Making calls from a Local Extension Place Intercom calls from one Local Extension to another Local Extension Remote Extension or Extension Ring Group You can place intercom calls from one Local Extension to another Local Extension Remote Extension VoIP Extension or Extension Ring Group by picking up your extension s handset and dialing the number of the extension you want to intercom to An Intercom call is identified by a unique ring cadence 2 short rings Exceptions For a Remote Extension Intercom call the phone rings as usual If a Ring Group has a ring cadence other than normal Intercom calls follow the cascade settings of the extension dialed if this feature is enabled in the Miscellaneous section of the configuration software You can perform intercom paging and activate the speakerphone at other local extensions that have the TS 200 TS 400 or TS 600 phon
131. me page at http www tallswitch com 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 Download CDR To view the CDR in the browser simply left click on the Ink below To save the CDR to a file Microsoft Internet Explorer Right click on the link below select Save Target As and save toa convenient location Netscape Mozilla Firefox Left click on the link below the CDR will be displayed in the browser Next select File Save Page As from the menu bar and save to a convenient location Download CDR Once the CDR file has been downloaded you can clear the buffer file by selecting the link under Clear CDR The link will take you to a confirmation page Select Yes to proceed To cancel select No Clear CDR Are you sure you want to permanently clear the CDR from the TalkSwitch unit More information about TalkSwitch can be found on the TalkSwitch home page at http wnww talkswitch comi CALL DETAIL RECORD LOGGING 113 4 2 2 Serial Interface Real Time to Serial Interface In order to capture the data in a real time environment you must have a PC connected to TalkSwitch Unit ID 1 with a serial cable 1 Launch Hyper Terminal by clicking Start gt Programs gt Accessories gt Communications gt HyperTerminal Accessibility M Games a Commiinications B HyperTerminal k Documents gt A
132. monic Emissions e EN61000 3 3 1995 Electromagnet Compatibility EMC Part 3 Voltage Fluctuations and Flicker with Amendment A1 2001 United Kingdom and Ireland CE The product models listed below are intended for use in European markets indicated comply with the essential requirements of the European Radio and Telecom Terminal Equipment R amp TTE directive 1999 5 EC and are for connection to analogue telephone lines PSTN APPENDIX D 147 TalkSwitch models are intended for use in the following countries Product Suffix Intended Markets UK Great Britain and Northern Ireland GB and the Republic of Ireland ET For Declaration of Conformity please contact local distributor see http global talkswitch com Disposal At the end of the product s life please ensure disposal is in compliance with local regulations for electrical and electronic waste 148 TALKSWITCH USER GUIDE UK amp IRELAND APPENDIX E TALKSWITCH ONE YEAR WARRANTY TalkSwitch Limited Warranty TalkSwitch a division of Centrepoint Technologies TalkSwitch warrants to the original end user customer Customer that each new TalkSwitch product shall be substantially free from defects in materials and workmanship under normal use for a period of one 1 year from the date of the original purchase proof of purchase required The exclusive remedy and entire liability under this warranty will be for repair or replacement
133. n set it to perform no action go to voice mailbox You can configure any single digit option to send a caller immediately to voicemail Select the appropriate mailbox go to local extension You can provide a single digit option to ring a particular extension as opposed to 3 digits go to remote ext You can provide a single digit option to ring a particular remote extension as opposed to 3 digits 3 for Ring Group 300 go to ring group you can provide a single digit option to ring an Extension Ring Group go to auto attendant TalkSwitch can direct callers to multiple levels of auto attendants For example you might want to use your main auto attendant to provide language options like press 1 for English 2 for Spanish Then you configure option 1 to go to auto attendant 2 English version and option 2 to go to auto attendant 3 Spanish version queue at ring group This directs calls to a group of Extensions and keeps callers on hold until a member of the ring group is free to take the call similar to Uniform Call Distribution play announcement You can set any unused voicemail to play announcement only Announcements are useful for providing directions business hours and or other information Inform callers that they can press to return to the Auto Attendant go to directory If you want to enable callers to locate employee extension numbers by last name select this option TALKSWITCH CONFIGURATION 57 N
134. n This is done so there is no chance of a caller being looped within the system 2 3 5 6 Remote Extensions Call Cascade Remote Extension Call Cascade works principally the same way as the local Extension Call Cascade Please refer to section 2 3 5 5 and substitute the word Remote for Local The Remote Extension Call Cascade does not have a Do not Disturb option The Call Cascade routing options are only engaged if the extension is chosen from the Auto Attendant or if a call is manually transferred to the extension Once a call enters an extension s Call Cascade sequence the extension owns the call It will not follow any other extension s options even if chosen in the Call Cascade sequence What you see in an extension s Call Cascade sequence is exactly what you ll get You can set up the Call Cascade sequences for both modes the scheduling for these modes are set up in the Modes tab Configuration TalkSwitch System Configuration Eile Yiew Tools Help 2 amp About TalkSwitch System Information TalkSwitch Voicemail Call Handling Modes Auto Attendant Telephone Lines VoIP Numbers Configure Call Cascade for Mode Mode 1 X Regional Offi cai Cascade for Extension 211 Extension Call Back DISA Options Busy No Answer Answered If extension is busy hang up x ai I I For Remote Extensions there are 3 different
135. n it announces the caller by playing their recording At this point you can accept the call by pressing P or reroute the call to the Cascade options on this tab by hanging up or pressing Routing forwarding options for rejected calls e go to voice mailbox e go to local ext e go to remote ext e go to ring group e play announcement e go to auto attendant e hang up In the case you select hang up TalkSwitch plays the following prompt Tm 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 feature The Do not Disturb feature is toggled on or off by dialing 62 from a Local Extension handset Cascade options include forwarding calls to a e go to voice mailbox e go to local ext e go to remote ext e go to ring group e play announcement e go to auto attendant e 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 TALKSWITCH CONFIGURATION 65 Note In the Cascade sequence only choosing an extension Local Remote or Ring Group allows you to choose an option in the next selection Any other selection is considered an end of call option Note that the last selection in the Cascade sequence only allows the choice of an end of call optio
136. n you can configure it to access your telephone lines in one of two ways 1 Direct Line Access Give the extension where your modem is attached Direct Access to one of your telephone lines i e you don t have to dial 9 or any other Hunt Group to access an outside line This is useful if you don t want to change your dial up options for the modem See section 2 3 1 4 for more details on configuring Direct Line Access 2 Hunt Groups If you use a telephone and modem on the same extension Direct Line Access is not the best solution TalkSwitch extensions with Direct Line Access immediately connect to one of your lines when you pick up the telephone s handset disabling you to select a specific telephone line or to access voicemail intercom or other system features without first pressing recall To have your modem access a specific line using a Hunt Group Change your modem s Dial Properties to include the intended Hunt Group 81 88 or 9 followed by the letter w before the Dial up Networking telephone number e g 9w555 5555 Including the letter w after your Dial out Access number instructs your modem to a dial the access number 81 88 or 9 b wait until it detects a dial tone and then c dial your Dial up Networking number If your modem has problems dialing out use a comma 2 second pause instead of the w for wait for dial tone Note Because TalkSwitch with o
137. n a hotel or an office where calls are intercepted by a receptionist or switchboard operator When the Call Back is answered TalkSwitch begins playing your pre recorded message e g Please forward this call to Jane Doe in room 312 The message is repeated for 2 minutes When the call is forwarded to you press P and enter your password on the telephone keypad to accept the Call Back If the Call Back is not accepted within the initial 2 minute period TalkSwitch disconnects the Call Back When you accept the call you hear the Auto Attendant You can select to check your voicemail ring an extension use Call Bridge or enter command mode 106 TALKSWITCH USER GUIDE e UK amp IRELAND 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 Visit our website at http global talkswitch com Step 1 Check current version To identify the appropriate update file you must determine your TalkSwitch firmware and software versions To find your TalkSwitch software version number go to the Help gt About TalkSwitch Configuration Utility About TalkSwitch talkswitch TalkSwitch Configuration Utility Version 3 24 Build 003 TalkSwitch phone systems use the Appe
138. n number and hang up The caller is taken off hold when the receiving extension answers If the transferred call is not answered after the number of rings specified in the No Answer setting for the destination extension or if the extension is busy one of the following happens Default The transferred call is handled according to the destination extension s No Answer or Busy at extension settings Option The call is transferred back to the transferring extension USING TALKSWITCH 89 Note The option can be altered in the Transfer Options section under the Options folder To announce calls before transferring Screened Transfer put the caller on hold and dial the appropriate extension number If the person at the receiving extension answers and wishes to take the call hang up or dial recall 4 to complete the transfer and get an internal dial tone The caller is immediately taken off hold and connected to the receiving extension If the person at the receiving extension does not wish to take the call press Recall 5 to return to the caller If you dial an extension that is busy or not answered you can complete the transfer so that the caller is directed according to that extensions Call Cascade settings Note If you tend to handle many calls you may want to complete or cancel a transfer without hanging up Recall 4 will complete the transfer and provide an internal dial tone while
139. nded that the remote extension s telephone company is requested to disable Prompted Ring Backs on the remote extensions telephone line Re Answer Supervision This is a feature offered by some telephone companies where the telephone can be placed on hook for a period typically 30 seconds during which time going off hook again will reconnect the call to the originating party It is recommended that re answer supervision is not used on lines connected to TalkSwitch Colour Me Tones This is a feature offered by some telephone and mobile operators where Ringing Tone is replaced by the subscriber s choice of music or an announcement It is recommended that this service is not used on Remote Extensions Call Back Telephone companies may offer various services which result in automated call back The use of such services is not recommended on telephone lines connected to the TalkSwitch Telephone company calling feature names may be registered trademarks of their respective owners APPENDIX B 139 APPENDIX C QUICK COMMANDS AND TOUCH TONE FUNCTIONS These Touch Tone Quick Commands can be dialed from a Local Extension or an outside telephone at the Auto Attendant To enter Command mode dial at a Local Extension or at the Auto Attendant If you are requested to enter a password enter the Administrator password Next enter any command followed by the p sign Command Action 00 TalkS
140. nfigure TalkSwitch using a Local Extension make sure the extension has not been given Direct Access to your telephone lines If so you will have to dial Recall to receive internal dialtone If the TalkSwitch configuration software is open you cannot configure TalkSwitch using touch tone keypad commands If the software is closed and you continue to get the prompt I m sorry TalkSwitch is currently being configured Try rebooting TalkSwitch by turning the power off and then back on Problems that may occur while using TalkSwitch s features The Auto Attendant Problem The Auto Attendant does not play when calls come in Make sure you have recorded the Auto Attendant message Check your Call Handling settings for the Auto Attendant answers number of rings It may be that the number of rings is set too high 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 The line is not connected properly to TalkSwitch Check to see that the line light associated to the line is flickering If not try replacing the phone cord Problem The Auto Attendant message is broken up or very faint Adjust the Line Controls volume setting located in the Audio Controls tab in the Options folder of the configura
141. ng Equivalency Ringer Equivalency Number REN A number determined in accordance with the US Code of Federal Regulations which represents the ringer loading effect on a line A ringer equivalency number of 1 represents the loading effect of a traditional telephone set ringing circuit Ringing Tone Tone used to indicate that the called party telephone is ringing Tone is not always synchronized to the actual ringing signal at the called telephone and may not be the same ringing pattern RJ 11 Registered Jack 11 is used to connect single 2 wire telephone lines and used with such devices as telephones cordless and DECT phones fax machines and modems RJ 45 Registered Jacks 45 is a technical term for a telephone jack that supports 8 conductors and is used generally for Networking applications Prompted Call Back Allows you to activate Call Back by dialing one of TalkSwitch s telephone numbers letting the Auto Attendant answer and then entering the Call Back settings Routing Determining the path that a message or call is to take over circuits TalkSwitch offers routing of incoming calls using DSP technology Serial Communication A type of electronic communication that unlike parallel communication requires that data bits be sent one after the other Modems rely on serial communication to send data over telephone lines Shortcut Key A special key combination that causes a specif
142. ng problems reaching extensions from the Auto Attendant switching call to the fax machine Ee cal be DE Minimum required time to detect a DTMF digit 40 ms Options Detect 1 tone Audio Controls Minimum required time between DTMF digits 40 ms v C Detect 2 tones Transfer Options eral Line CPC Disconnect Cleat K Clear VolP Ports E Troiei This value controls the required length of a CPC signal Advancec is val lue controls the require length of a sign received by the Telephone Company SIP Signaling Port 5060 CPC detection ti casi OOS E Starting RTP Port 6000 Ringback Control If certain extensions are ringing back after finishing a call then adjust this value Call terminated if hang up follows Recall within 500 ms v Line CPC Disconnect Clear This parameter controls when the system assumes a call on a telephone line has been cleared from the network by detecting a disconnection of the telephone line It is set to a default value based on Location Some telephone companies use a specific timed disconnect signal K Clear to indicate when a call has been released In other cases it is set to a value to release the call if the line is no longer connected to the network Ringback Control If an extension seems to ring back as if a caller was on hold but when answered no one is there it could indicate a debounce problem with the phone hook switch When someone at the extension hangs up the handset
143. nless 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 The models of telephone sets available will vary by market Direct Line Access button Direct line access allows you to configure the extension to access a specific Hunt Group automatically for outbound calls when the extension goes off hook For example you may have a fax machine connected to this extension and don t want to reprogram the speed dial phone numbers In this case you select Direct line access and choose the appropriate Hunt Group As soon as TALKSWITCH CONFIGURATION 41 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 Warning When using Direct Line Access the telephone company line dial tone is first available when you pick up the handset The following features are only available from the TalkSwitch internal dial tone e Intercom Calling e Hold Retrieve e Line Hunt Groups e Voicemail Retrieval Access e Call Pick Up e PA Access e Parked Call Retrieval e Do Not Disturb functions and e entering Command Mode To obtain an internal dial tone at an extension which has Direct line Access enabled dial Recall after going off hook Hunt Group Access button This is used if you want to permit or restrict specific Hunt Gro
144. nnections and power Problem Callers hear only silence when put on hold at an extension e You have enabled the Music on Hold feature but have not attached an audio device to the MUSIC port on TalkSwitch e Make sure you use the Recall or Link button to put callers on hold If you use the Hold button on a regular phone callers will be placed on hold at the phone itself and not through TalkSwitch Problem Sometimes callers do not hear Music on Hold e Make sure you have a music source connected to the MUSIC port at the back of each TalkSwitch unit connected to the LAN APPENDIX A 134 Call Routing with Local Extensions and Home Phones Transfer and Intercom Problem Callers are disconnected when transferring calls from one extension to another e Itis possible that if you are using the hookswitch to put callers on hold rather than a Recall button you may be holding the hookswitch down too long and as a result are actually hanging up on the caller Problem I can t use my Conference 3 Way Calling feature from the phone company e You need to make sure you have checked the box indicating that you have 3 Way Calling or Transfer and clear on the appropriate lines This option is located on the Telephone Lines page in the System Information folder of the configuration software Problem Unable to place intercom calls from a Local Extension e Ifthe Local Extension has been configured for Direct
145. nnot resolve your problem and require further assistance you can do one of the following 1 Contact your TalkSwitch dealer 2 Visit the TalkSwitch Support website and select your location for additional information and help on TalkSwitch usage http global talkswitch com 3 Email your TalkSwitch Technical Support team at the address provided on the website 4 Call your regional TalkSwitch Technical Support specialist at the telephone number provided on the website Please have the following information available when you call a Your e mail address and telephone number b The serial number located on the bottom of TalkSwitch c Your date of purchase d The number of telephone lines that you have connected to TalkSwitch e The telephone company services that you are using with TalkSwitch f Your PC s operating system e g Windows 95 98 ME 2000 XP APPENDIX A 127 Troubleshooting This section of the manual is designed to help you quickly resolve problems with TalkSwitch The problems are organized in the following manner 1 Problems that can occur when installing the configuration software 2 Problems that can occur during Configuration 3 Problems that can occur while using TalkSwitch 4 Problems that can occur with 2 or more networked units Before examining the problems review these common installation checks 1 Check that your telephone cables are connected to a wall port at one end and TalkSwi
146. nsions 300 to 309 By default extension 300 is configured to ring all extensions 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 44 TALKSWITCH USER GUIDE UK amp IRELAND 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 Configuration TalkSwitch System Configuration Ele view Tools Help Ebb About TalkSwitch System Information Administration IP Configuration VolP Configuration coppa Activate Ring Group 300 Telephone Lines Gales VoIP Numbers ae Ring Group name Support Line Hunt Groups My Ring Grou Auto Route Selection Set Ring Grou Fax Information 303 ae Local Extensions Extensions to ring Remote Extensions 304 111 David Miller Extension Ring Groups A 112John Doe Ra oes 113 Jane Smith il m Call Handing IR ve ees Call Back DISA Options 307 B m 308 Ons 309 Ring pattern long long 2 Identify types of calls by different ring patterns Example You are the president of a company and you don t want to handle calls from the general public yet you want to be alerted when important colleagues try to contact you Your regular Local Extension may be 111 for most people but you can configure an Extension Ring Group 300 to ring your extension with a d
147. nswer and you can configure Call Back by pressing 6 Allow DISA Call Bridge To allow DISA 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 selecting the Hunt Group Access button By default Call Bridge is enabled when Call Back is activated You will not be prompted for another password when you select a Hunt Group at the Auto Attendant Note For a 2 second pause dial 0 and for a EP dial O QD When you have completed the entire dial string press 2 3 6 2 Prompted Call Back If you are travelling to a location where you do not yet know the phone number you can use Prompted Call Back to save on your long distance charges For details on using Call Back see section 3 7 2 Configuration TalkSwitch System Configuration Ele view Tools Help Dbk About TalkSwitch System Information Voicemail IV Activate Prompted Call Back Call Handling Call Back DISA Number to call back 327 8769 alse poncuiveed atge Auto Call Back Prompted Call Back Note The Call Back number can be changed DISA Call Bridge remotely when using Prompted Call Back Options I Use dialing prefix Use password on Call Back Allow Call Bridge Hunt Group Access TALKSWITCH CONFIGURATION 73 Number to call back Enter this phone number exactly as you would normally dial the number from this line do not enter a Line Hunt Grou
148. nswered 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 tone is replaced by keep ringing 3 Answered tab routing options when this extension answers or rejects a screened call Select play caller s name first to prompts callers who choose this extension at the Auto Attendant to record their name When you answer the call at the extension it announces the caller by playing their recording At this point you can accept the call by pressing or reroute the call to the Cascade options on this tab by hanging up or pressing Routing forwarding options for rejected calls e go to voice mailbox e go to local ext e go to remote ext e go to ring group e play announcement e go to auto attendant e hang up 2 3 6 Call Back DISA Call Back and DISA act working together as your personal long distance operator Whether you are across town or around the world you can place calls from your office telephone or VoIP number s accessing your long distance savings plan TALKSWITCH CONFIGURATION 69 PBX Fraud unauthorized use of the PBX and access to outgoing telephone lines We recommend that you change Administrator DISA and Call Back passwords frequently You can make a direct call to TalkSwitch activate Call Bridge and enter the telephone number you want to dial TalkSwitch dial
149. nt time and day modes of operation providing different call management GLOSSARY depending on the current mode of operation Monitor TalkSwitch Monitor A feature included with the Software Configuration package The Monitor provides a graphical representation of telephone traffic as it flows through the TalkSwitch system Network A group of two or more computer systems linked together Private Branch Exchange A PBX is a private telephone network used within an Enterprise Access to telephone lines and services are controlled by the PBX A PBX allows many users extensions to share a smaller number of telephone lines and have access to additional call handling benefits call hold intercom calling etc TalkSwitch is a mini or micro PBX Phone Load see Ringing Equivalency Prompt Recorded instructions delivered by voice processing units TalkSwitch provides prompts for you when using such features as Call Back DISA Direct Inward System Access and Selective Call Forward Prompts are also provided when configuring TalkSwitch 163 using a telephone Keypad and for callers being put on hold Recall Button Timed break recall used to activate features Remote Extension A telephone or mobile number on the public network that is setup as a virtual extension of the TalkSwitch The Remote extension is assigned an extension number and provided with a voicemail box Ringi
150. o indicate a connection is established ooo LAN 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 Palm Pilot Hot Sync TalkWorks or digital camera software These programs tend to occupy COM ports thus making them unavailable for other programs 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 When you run the TalkSwitch software select Serial as the connection type then select the Serial Port associated to this physical Serial port on your PC Make sure you do not have any other communications programs running at the same time you want to use the TalkSwitch configuration software These may include Palm Pilot Hot Sync TalkWorks digital camera software These TALKSWITCH INSTALLATION 7 programs tend to hold onto COM ports making them unavailable for any other programs If you are having problems communicating with TalkSwitch please check the Chapter 6 Help and Troubleshooting Note Users of a TalkSwitch without a LAN
151. o 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 TalkSwitch configurations are subject to market availability 1 3 1 TalkSwitch 24 Models 1 3 2 TalkSwitch 48 Models T 2208 AM o o 2000700 a ae M E1 E2 E3 Ek ossesseeseese o LIAZ lw uss SERIAL POWER MUSIC PA TALKSWITCH INSTALLATION 3 1 3 3 TalkSwitch 28 Models Oooo E5 E6 E7 E8 o o DAAA m MUSIC PA E1 E4 Ports Purpose L1 L2 and Telephone cables for connection to telephone company L3 L4 analogue PSTN telephone line ports or demarcation subject to model point or telephone line lightening protection if required see notes 1 amp 2 E1 E4 and Local extension telephone sets fax machines or data E5 E8 modems subject to model USB USB cable to PC for system configuration SERIAL Serial cable to PC for system configuration subject to model Music 1 8 socket for external Music on Hold input PA 1 8 socket for output to Public Address system LAN RJ 45 10BaseT Ethernet for connection to LAN used for subject to model connection to other co located TalkSwitch units VoIP networking and configuraion from local PC or remotely over Internet POWER Plug in supplied AC Power Adapter Rating 16VAC 1 5 A ONLY use the power adaptor supplied with the system Memory Slot For Voicemail incl Auto Attendant Mo
152. on TalkSwitch System Configuration File View Tools Help About TalkSwitch System Information Administration IP Configuration VoIP Configuration Telephone Lines VoIP Numbers ine Hunt Groups System Name London Office Optional Administration Auto Route Selection Fax Information System Password Optional Local Extensions Use 4 8 digits Remote Extensions Extension Ring Groups On Hold Ringback Use System Name in Caller ID information for all outgoing VolP calls Voicemail Call Handling Call Back DISA Options Use Extension Names in Caller ID information for all outgoing VoIP calls Localization Settings Select the location where this system is currently installed UNITED KINGDOM UNITED KINGDOM System Name For tracking purposes a system name can be assigned System To activate the use of a system password enter a 4 to Password 8 character numeric password The password is also used to gain access to the system using a touch tone phone If you do not want a password leave the field blank To delete a password enter the existing password Click on the password field again but do not enter anything and click Ok For TalkSwitch models with VoIP lines the system name VoIP or extension names can be used to appear as Caller ID information for all outgoing VoIP calls Note Sections 2 3 3 2 and 2 3 3 4 only apply to models with a LAN port Owners of model
153. one You can transfer a call from a phone connected in parallel to one of the incoming TalkSwitch lines for example your home phone if you have a home based business to a Local or Remote Extension Extension Ring Group an Announcement or a 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 is considered the equivalent of the Recall or Link action at a Local Extension The default prefix is gt 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 ED wait for the double beep dial 215 and hang up TalkSwitch now handles the call For more details see section 2 3 7 2 Transfer and clear TalkSwitch has the ability to clear lines after a call has been transferred Ensure you have this service feature activated on your line s Check under System Information gt Telephone Lines Remote Transfer Calls that are transferred to a Remote or VoIP Extension can be transferred back to another extension or voice mailbox Dialing O O i place the caller on hold then enter the extension or mailbox number If this is set to allow screening calls dial t complete the transfer If you want to cancel the transfer dial EP 5 if you have selected Perform a blind transfer the call is automatically transferred
154. orwarded e If the call was automatically forwarded the call follows the Remote Extension s No answer at ext or Busy at extension Call Cascade action e If the call was manually forwarded the call follows the Remote Extension s No answer at ext or Busy at extension Call Cascade action This action can be changed to ring the extension back to the person who performed the transfer Options gt Manual Transfer e If the call was conditionally forwarded the call follows the Call Cascade action in the No answer at ext or Busy at extension for the original extension selected 98 TALKSWITCH USER GUIDE e UK amp IRELAND 3 3 4 Calls over VoIP with SIP phones and Gateways VoIP If teleworkers are connected to the system via a certified compatible SIP device i e gateway or SIP phone there are several ways for that teleworker to interact with TalkSwitch Making calls Once the phone or gateway is registered with the TalkSwitch SIP server calls can be made as follows 1 At dial tone dial a phone number associated to any of the other locations 2 At dial tone dial a phone number associated to one of the voip numbers on TalkSwitch Ensure that an Auto Attendant is programmed to answer this line Once the Auto Attendant has answered dial any extension VoIP location or voice mailbox To place calls through the regular phone lines you must activate and configure a DISA account To access regular phone
155. ote TalkSwitch waits 1 5 seconds after your caller inputs a digit before following with another digit If another digit is not received TalkSwitch follows the action set for the single digit This allows caller to use 1 for the auto attendant option and 111 as an extension number 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 After the Auto Attendant has finished playing and no selection was made within x seconds then If no selection is detected at the specified Auto Attendant TalkSwitch can route the call to any Local or Remote Extension Ring Group Voice mailbox Auto Attendant Announcement dial by name directory queue the caller or hang up This feature is included for callers who do not have a touch tone phone or for a fax call where the calling fax machine does not emit a CNG tone It can also be used to forward calls immediately after the Auto Attendant answers the call You can specify the length of time after the Auto Attendant has finished playing before it performs the no selection action Note Fax calls are detected by a series of beeps called a CNG tone not all fax machines emit a CNG tone If a fax machine sends this tone while trying to establish a connection to a fax machine connected to TalkSwitch TalkSwitch will handle
156. ou install upgrade software Reconnect the USB cable to TalkSwitch when the configuration software is installed 2 2 RUNNING THE TALKSWITCH SOFTWARE After the installation is complete double click the TalkSwitch icon If 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 TatkSwitch System Configuration E3 TalkSwitch System Configuration le Please select how you wish to connect to TalkSwitch Please select how you wish to connect to TalkSwitch Connection Type X Connection Type Ethem o USB Connection y Ethernet Connection Settings j Network Adapters HintelR PRO 100 VE Network Connection IV Save as default IV Save as default Restore Firmware Cancel Restore Firmware Cancel TalkSwitch without a LAN port TalkSwitch with a LAN port Connection Type Serial Select when a serial cable is used to connect the system to a PC Serial is only supported with models equipped with Serial port Serial cable must be purchased separately Ethernet Select when system is connected to PC over a LAN Ethernet is only supported with models equipped with a LAN port USB Select when a USB cable is used to connect the system to a PC USB cable is supplied with unit
157. ounced 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 For example Please transfer this call to Bob in room 307 The Announced Message can be recorded locally using an extension handset or remotely by accessing Call Back from the Auto Attendant The Record message button gives the instructions as follows TALKSWITCH USER GUIDE UK amp IRELAND Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the Prompted Call Back Announced Message 1 Press P to enter command mode Enter the password if required 2 Enter the appropriate command as listed below After each command press to confirm the entry To record message 65 To playback message 75 Allow DISA Call Bridge To allow DISA Call Bridge when a Call Back is accepted check the Allow Call Bridge box You can restrict the DISA 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 DISA Configuration TalkSwitch System Configuration Eile Yiew Tools
158. outside num to complete the transfer ber Can only be used when the line has 3 Way Call ing Conference or Trans fer Centrex Plexar service 81 88 9 Line Hunt Groups used to access a line 3330 Play music source To toggle on or off music through PA output through the PA port Use ful for office background music Call Pick up To pick up a call ringing at any other extension Enters command mode 144 TALKSWITCH USER GUIDE UK amp IRELAND Note If you have Direct Line Access enabled at your Local Extension then you must first press recall before using most of the functions listed Touch tone features dialed at the Auto Attendant message from outside phones Digit dialed Function performed 0 User Defined An Extension Ring Group Auto Attendant Voice mailbox Announcement or per form no action 1x1 1x4 Dials Local Extensions x represents the Unit ID 1x1 1x8 number 2x1 2x8 Dials Remote Extensions associated with an exter nal phone number x represents the Unit ID num ber 1 4 250 299 Speed dial for VoIP calls TalkSwitch will hunt the VoIP ports go off hook then dial the digits entered 300 309 Dials Extension Ring Groups 10 in total for the entire system Mapped to Local Extension s with spe cific fall through options 1 2 3 4 5 User Defined An extension Ring Group Auto Attendant Voice mailbox Announcement or Per form no action
159. ow TalkSwitch with VoIP trunks will handle incoming VoIP calls First select a VoIP number to configure Then select the appropriate mode for which you want TalkSwitch to use these settings If you entered the phone number in the VoIP Numbers section under System Information the number will appear on the corresponding button 62 TALKSWITCH USER GUIDE e UK amp IRELAND Configuration TalkSwitch System Configuration Eile Yiew Tools Help amp ae About TalkSwitch System Information TalkSwitch Voicemail Call Handling Modes 801 613 7252 an incoming call during mode Mode 1 Auto Attendant Telephone Lines Ring extensions only v z VoIP Numbers Local Extensions Check extensions to ring on an incoming call Remote Extensions Extension Ring Groups 111 David Miller Call Back DISA 112 John Doe Options 113 Jane Smith 114 Molly Maid 115 118 117 118 Adjust Sequence Note The extensions that ring on incoming calls do not follow their respective Call Cascade settings 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 and Adjust Sequence button 2 3 5 5 Local Extensions Call Cascade This section configures the incoming Call Cascade options for the Local Extensions The Call Cascade routing opt
160. oxy Server If the Server is using a different port number than the default specify the port number after a colon at the end of the domain or IP address Example 222 234 432 234 5061 Registrar Server Name If this location is acting as the Registrar Server it is filled in automatically If this location is not the Registrar Server enter the IP address or domain name associated to the Registrar Server If a VoIP enabled TalkSwitch unit is acting as the Server both the Proxy Server Location and Registrar Server Location fields should have the same information If the Server is using a different port number than the default specify the port number after a colon at the end of the domain or IP address Example VoIP domain com 5061 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 In this case enter the realm domain associated with the service provider If this unit is not the Proxy Registrar it must have the same realm as the Registrar Server User Name and Password Section User Account If this location is the Proxy Registrar and you have enabled authentication assign a User Account name to this uni
161. p IRELAND
162. p in the dialing string TalkSwitch calls back from the same line the call originated Note When you access Prompted Call Back from out of the office you may change this number before initiating a Prompted Call Back The benefit of Prompted Call Back is that you do not need to preset the number before you leave the office 74 Use dialing prefix with Call Back number If you have to dial the same prefix when using Auto Call Back for example a long distance calling card number enable Use dialing prefix Enter the dialing prefix including any required pauses or feature keys like or Use a comma to insert a 2 second pause For example if you want to disable Call Waiting and want to dial a long distance prefix before dialing the long distance number enter the following 70 1010555 This corresponds to 70 for disabling the Call Waiting feature a 2 second pause to wait for the new dial tone 1010555 for the long distance prefix and a 4 second pause to wait for the new dial tone before dialing the long distance phone number This saves you from entering the same prefix every time you want to set up an Auto Call Back phone number Use Password on Call Back 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 Use Ann
163. port may skip the rest of this chapter and continue with Chapter 2 TalkSwitch Configuration 1 4 4 4 Connecting to TalkSwitch over IP Ensure TalkSwitch is connected to a LAN with the supplied Category 5 cable The top LED should light up to indicate a connection has been established with a switch or hub To support remote configuration over IP map port 9393 from your firewall to TalkSwitch Please refer to the manual for your router firewall to activate port forwarding When you open the TalkSwitch software you are prompted to select the connection type Select Internet and enter the public IP address or the FADN of the TalkSwitch location you wish to configure You can click Address Book to maintain a list of internet addresses Note Any time TalkSwitch is being configured it is locked to prevent other computers or persons using a phone from configuring changes at the same time If you leave the software open for longer than 1 hour TalkSwitch unlocks itself to allow configuration changes Networked 1 5 USING 2 OR MORE TALKSWITCH UNITS ON A LAN If you have one TalkSwitch unit ignore this section and proceed to Chapter 2 TalkSwitch Configuration 1 5 1 Connecting 2 or more TalkSwitch units to a LAN TalkSwitch units with a LAN port can be networked together on the same LAN Ensure you have the appropriate firmware on all units before adding them to the LAN Check http global talkswitch com for the l
164. r a period of silence Options Maximum length 800 ms v Disconnect on silence after 2 min X Audio Controls Transfer Opti it x 3 ransfer Options Transmitted Recall length B0ms Auto Attendant Adjustments Miscellaneous 5 F A Time allowed for pressing another digit after first pressing 1 g Double Recall time 2 or 3 at the Auto Attendant Setting this value to immediate Advanced means that callers will not be able to directly dial a Local Time between two recalls i b D AAIE 1202 P Extension Remote Extension or Ring Group tecall at the CO Single digit fall through time 1 50 sec v Wey Caling wak time Auto Route Selection Time required between 250 sec gt 3 1 A between gt 50sec v Maximum time that TalkSwitch will wait for the next digit to Hesan iat SD be dialed while checking digits using the ARS rules If no digit is dialed during this interval the dialing is presumed to Ring Patterns be complete Cheeks Hing Pattee Inter Digit Timeout IDT 3 Seconds Recall Flash Lengths Recall or Flash is a timed disconnect of the telephone line to signal the PBX or telephone network The timing of the duration of the signal is dependent on normal practise of the country or telephone company The location field on the System Information and Administration folder will 82 TALKSWITCH USER GUIDE UK amp IRELAND set the normal setting for the country or telephone company It is recommended that ext
165. r restriction to the Line Hunt Group whose access code was originally dialed by the caller or specified for direct line access Planning Automatic Route Selection and Toll Restriction e Identify the leading digits of the numbers for the calls to be routed or blocked e Identify which telephone lines and VoIP trunks are connected to different networks and services e Identify which extensions calls you wish to route or block Configure Line Hunt Groups also see section 2 3 3 6 Ensure that the Line Hunt Groups are configured In the TalkSwitch Configuration software click System Information gt Line Hunt Groups We recommend that each network service provider s telephone lines or VoIP trunks are assigned to a separate line hunt group 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 e Type a name into the Line Hunt Group name field up to 20 characters e Click the check box next to the lines you wish to include in the line hunt group e Click highlight the telephone line you wish to move e Click the Move Up or Move Down button to reflect the desired selection order Overflow calls to another network when preferred lines are busy Calls can overflow to an alternative network operator s lines when the preferred lines are busy For example if the first two lines are reserved for local calls and both those lines are busy you can allow outgoing
166. r without LAN port are digital systems modem calls will only operate at a maximum speed of approximately 32 Kbps 96 TALKSWITCH USER GUIDE e UK amp IRELAND 3 3 OUT OF THE OFFICE RECEIVING CALLS THROUGH CALL FORWARDING 3 3 1 The three ways to forward calls 1 Automatic call forwarding The Auto Attendant can automatically forward office calls to your call forwarding telephone number s Remote Extensions Use the Auto Attendant message to prompt callers to select your Remote Extension number s e g To speak to John Doe press 211 2 Manual call forwarding If someone in your office has answered a call at a Local Extension the call can be transferred to one of the call forwarding Remote Extension numbers Put the call on hold at the Local Extension dial the Remote Extension number e g 211 to which you want the call forwarded and hang up The call is handled according to the Call Cascade options of that Remote Extension 3 Conditional call forwarding If the Auto Attendant answers a call and the caller selects an extension or Ring Group number that is busy or is not answered the Auto Attendant can forward the call to a Remote out of office extension number Conditional call forwarding is configured in the TalkSwitch Software using the Call Cascade s No answer or Busy at ext settings configurable for each Local Extension Remote Extension and Ring Group 3 3 2 Transferring calls from a Remote E
167. recall 5 cancels the transfer and connects you back to the caller From a Local Extension to any outside telephone number To initiate an Unscreened Transfer put the caller on hold and select a Line Hunt Group dial 80 for Same Line Connect Dial the outside telephone number and press recall 4 to complete the transfer You cannot simply hang up to complete the transfer because this disconnects the call If the person at the receiving extension does not wish to take the call press recall 5 to return to the caller Note If you have the 3 Way Calling Conference or Centrex Transfer feature enabled on the current line select the Same Line Connect 80 to make use of these features Everything proceeds as above on the same line the call came in 3 2 5 Call Park Parking and retrieving callers Call Park is a feature for placing a call on hold and then retrieve it from any other Local Extension TalkSwitch has 10 Park Orbits in all models 500 509 3 2 5 1 Parking a caller To place a caller in the next available Park Orbit press recall and 510 You hear a confirmation that indicates that the caller has been parked successfully and into which Park Orbit If you use the TS 200 TS 400 or TS 600 phones press the PARK button or softkey 90 TALKSWITCH USER GUIDE e UK amp IRELAND 3 2 5 2 Parking a caller using Auto Park To place a caller in the next available Park Orbit press recall and p510
168. recall signal to re establish dial tone The default time is 2 seconds so TalkSwitch can let the lines settle after going off hook before sending the DTMF digits Ring Patterns Click the Check Ring Pattern button and call any extension After three rings the sequence of the ring pattern displays in a new window The time is displyed in milliseconds Non detection of disconnect clear This option controls the length of time after which TalkSwitch drops a line when silence is heard This safeguard is useful when a telephone line does not send out the disconnect clear signal that tells TalkSwitch the call is finished TALKSWITCH CONFIGURATION 83 Auto Attendant Adjustments Since TalkSwitch allows callers to dial 100 200 300 series extensions and 400 series mailboxes and allows fall through options for the single digits 1 2 3 4 and 5 at the Auto Attendant there needs to be a time limit on how long after the first digit is pressed TalkSwitch waits for another digit before following the single digit option There are 3 ways to make use of this control Be careful not to isolate your callers from having both choices as listed in 1 1 With the current setting callers can dial any Local Extension 1xx 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
169. rovided that the above copyright notice appear in all copies and that both that copyright notice and this permission notice appear in supporting documentation and that the name of M I T not be used in advertising or publicity pertaining to distribution of the software without specific written prior permission M I T makes no representations about the suitability of this software for any purpose It is provided as is without express or implied warranty B Copyright 2000 2003 Intel Corporation All rights reserved Redistribution and use in source and binary forms with or without modification are permitted provided that the following conditions are met APPENDIX H 155 e Redistributions of source code must retain the above copyright notice this list of conditions and the following disclaimer e 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 e Neither name of Intel Corporation nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS AS IS AND ANY EXPRESS OR IMPLIED WARRANTIES INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED IN NO EVENT
170. rvice Provider If a VoIP device is sitting behind a NAT the private IP address assigned to it is not usable for communications with the entities outside the private network The VoIP device must substitute the private IP address information with the proper external IP address port in the mapping chosen by the underlying NAT to communicate with a particular public peer address port TalkSwitch can automatically check for the current public IP address and substitute the private IP address with the public address so that VoIP traffic is properly routed through the NAT What s the difference between a Static IP Address and a Dynamic IP Address and what effect does this have on VoIP A Static IP Address is an address that is permanently assigned to a device Typically a Static IP Address has to be assigned by the network administrator or Internet Service Provider ISP A Dynamic IP Address is an address that is temporarily assigned to devices by a DHCP or PPP server that maintains and assigns a pool of IP addresses 124 TALKSWITCH USER GUIDE UK amp IRELAND When deploying VoIP devices it s best to have a Static Public IP Address as this prevents destinations from becoming unreachable for periods of time when the IP address changes But since this can be an expensive option the VoIP enabled TalkSwitch supports the ability to handle Dynamic Public IP addresses for the Internet connection TalkSwitch can automatically check for the curren
171. s 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 Attendant answers Go to Voice Mailbox If you do not want to use an Auto Attendant but want the call to go toa voice mailbox select the appropriate mailbox The caller always hears TALKSWITCH CONFIGURATION 61 one more ring than the number of rings you select TalkSwitch uses the first ring to determine the ring type and to support Caller ID information Remember Callers are only directed according to settings for an Auto Attendant Calls do not follow the Call Cascade settings of any of the Local Extensions programmed to ring before the Auto Attendant answers Adjust Sequence button This section controls how the Extensions will ring before the Auto Attendant answers the call e If you have chosen the Auto Attendant to answer calls immediately this section does not require configuration and is grayed out e Ifthe Auto Attendant is set to answer after 1 or more rings configure when specific Extensions ring before the Auto Attendant answers e If no Auto Attendant is selected to answer on the specified line specify when particular Extensions will ring up to 9 times Remember that no calls go to voicemail unless you first have an Auto Attendant answer VoIP 2 3 5 4 VolP Numbers This section deals with h
172. s can help ensure call quality 1 High speed connections on both ends of the call Good quality VoIP is not possible over a dial up modem connection A broadband connection is required to support more simultaneous VoIP calls Please visit our site at www talkswitch com voip voip_test php to determine what your Internet connection can support VOIP INFORMATION 121 2 Choose the right CODEC for your location TalkSwitch supports 3 CODECs compression algorithms The default CODEC is G 729 using approximately 25 Kbps bandwidth upstream and 25Kbps bandwidth downstream for each call G 729 provides very good call quality while minimizing bandwidth usage The G 726 32Kbps CODEC is a better quality solution compared to the G 729 CODEC However it requires more bandwidth per call A G 726 call typically requires 50 Kbps bandwidth upstream and 50Kbps bandwidth downstream for each call The G 711 CODEC provides the best voice quality The trade off is the bandwidth requirement G 711 calls typically requires up to 100 Kbps bandwidth upstream and 100 Kbps bandwidth downstream If the power goes out does the VoIP network stay up To ensure a reliable network connection all elements of the VoIP network should be connected to back up power supplies UPS These elements might include LAN switches routers firewalls broadband connection devices i e cable modems DSL modems and VoIP devices If the power goes out at the Internet Service Provid
173. s for long distance calls Enter the number the same way you are dialing it from a regular phone You may use digits 0 9 space comma dash P and EP Connect using Select the line Hunt Group that TalkSwitch will use to connect the Remote Extension This is an advantage if you have an inexpensive long distance plan set up for the lines in Hunt Group 84 You may want to use this Hunt Group for your long distance Remote Extensions Use Same Line Connect Check this box to allow incoming calls to use the same line of the original incoming call when forwarding it to the Remote Extension This feature allows only one line to be used when forwarding incoming calls to a Remote Extension It can only be used when the line of the originating TALKSWITCH CONFIGURATION 43 incoming call has 3 Way Calling Conference or Transfer service Centrex Plexar If the line does not have any of these services the call will be forwarded using the Hunt Group chosen in the Connect using 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 need to enable Clear telephone line after call transferred in the Transfer Options page under Options If your service requires the remote end to answer the call before the transfer can be made use the play accept reject prompt or play caller s name first screening option set on the
174. s 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 How to use DISA Call Bridge Dial into one of TalkSwitch s Lines When the Auto Attendant answers select a Hunt Group 81 88 or 9 or Same Line Connect 80 You are then asked to supply your Account password to receive dial tone If you are using Same Line Connect 80 and your line supports the 3 Way Calling Conference service you are prompted to enter the phone number When you have completed your call or if the telephone number dialed was busy do one of the following 104 TALKSWITCH USER GUIDE e UK amp IRELAND a Make another call Press PED TalkSwitch disconnects you from the call in progress You can dial another number or redial the same number b Activate the Auto Attendant Press D EP TalkSwitch ends the DISA session and activates the Auto Attendant Once the Auto Attendant message begins playing you have the following options e Dial and enter a password if applicable to enter Command Mode e Dial 6 to change enter Call Back settings e Dial one of your extension numbers Local Remote or Ring Group This option allows you to contact someone in your office check your voicemail etc c End the Call Br
175. s not equipped with a LAN port Internet Select when system is connected to over the Internet and the required router ports has been opened to allow remote access to the system Internet supported by models equipped with a LAN port File Select to edit a configuration file saved on the PC 14 TALKSWITCH USER GUIDE UK amp IRELAND Button Restore Firmware This button is only available active if a firmware update has failed Click it to start the TalkSwitch Firmware Update procedure and follow the instructions For information on Firmware updates refer to section 3 8 Upgrading the TalkSwitch Software and Firmware 2 3 SYSTEM CONFIGURATION 2 3 1 The configuration screen The configuration screen consists of the following parts Configuration TalkSwitch System Configuration File Yiew Tools Help siren About TalkSwitch System Information Voicemail kawa talkswitch ANSWERS WITH INTELLIGENCE Options 2 4 TakSwitch Time 8 30 184M Adjust Date Time y Software Version 3 24 015 View Systeifrinfornation TakSwich Date Wednesday March 18 2006 New Voicemail Messages 0 View Details Curent Mode Mode 1 Last Config Change Wednesday March 08 2006 4 17 PM UNITED KINGDOM NUM USB 1 Menu Items 2 Configuration Navigation expandable Controls the display in the configuration window 3 Configuration Window Displays configuration information and TalkSwitch image
176. s the Call Cascade options for that extension There are 4 different Call Cascade situations for Local Extensions BR WP FB 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 For each of these situations three cascade destinations are available to control how and where you want to handle the incoming call to the extension 1 Busy tab routing options when this extension is busy Cascade options for forwarding calls go to voice mailbox go to local ext go to remote ext go to ring group play announcement invoke Call Waiting go to auto attendant queue caller play busy tone example if a fax machine is at the extension hang up For more information on these features see Chapter 3 Using TalkSwitch 64 TALKSWITCH USER GUIDE UK amp IRELAND 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 tone is replaced by keep ringing 3 Answered tab routing options when this extension answers or rejects a screened call Select play caller s name first to prompt callers who choose this extension at the Auto Attendant to record their name When you answer the call at the extensio
177. s the number from your office telephone or VoIP numbers and connects the two calls together the call you made to TalkSwitch and the call TalkSwitch made from your office to the dialed party This is how it works Step 1 Call your TalkSwitch telephone number to activate Call Back then hang up Step 2 TalkSwitch calls you back within 10 seconds You answer and accept Call Back Your Auto Attendant plays if you have one recorded or the TalkSwitch message will play Step 3 You can now access any TalkSwitch extension voice mailbox or use DISA to make calls around the globe just as if you were sitting in your own office There are two ways to activate Call Back 1 Auto Call Back Auto Call Back is immediate and eliminates the initial long distance call charge required to activate Call Back Before Call Back is activated all the Call Back settings must be pre configured To use Auto Call Back dial your office telephone number let the call ring twice and hang up and Call Back is activated 2 Prompted Call Back Prompted Call Back offers the convenience of entering or changing your Call Back telephone number and message each time Call Back is activated To use Prompted Call Back dial your office telephone number When the 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
178. s without LAN ports can go to section 2 3 3 5 Telephone Lines TALKSWITCH CONFIGURATION 19 Note An administrator password must be set to avoid unauthorized access to system configuration including external access to system commands Location Settings Subject to the system model a Location field may display in the System Information Administrator screen If the field is shown set it to the country where the system is being used If different service providers are identified for the country select the service provider to which the system s telephone lines will be connected Note that setting or resetting this parameter will change the system setting to the default values required for the country or service provider The Location setting is shown in the bottom right hand corner of all configuration folder windows If the Location field is not available on the Administrator page the system is preconfigured for the location shown in the bottom right hand corner of the window 2 3 3 2 IP Configuration This section applies to models with a LAN port when VoIP or remote configuration will be used There are two methods of configuring the IP settings automatic and manual Configure TalkSwitch IP settings Click on System information to expand Click IP Configuration The Radio button Obtain IP and DNS information automatically is selected Configuration TalkSwitch System Configuration File View Tools Help
179. se Remote Phone Notification Enter the phone number of the cell phone or location where you want to be notified Notification Settings button 48 TALKSWITCH USER GUIDE e UK amp IRELAND Select Notification Settings to specify how you want TalkSwitch to handle notification calls Pager Click the Pager check box if you want to be notified by pager when new messages arrive Activate the feature and enter the pager number and the numeric message to be displayed on the pager 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 When you choose to be notified by pager and remote phone TalkSwitch ensures that both locations have been contacted before finishing the notification process Configure Notification Options Notification Options Dial notification phone number using Hunt Group v andletit fingupto 6times v before aborting each attempt If attempt unsuccessful try again 3 more times with an interval of 5 minutes v between attempts Perform message notification for BothModes Cancel Dial notification phone number using Select the Hunt Group you want to use for the Remote Phone and Pager Notification calls It allows you to adjust the number of rings before it aborts the attempt and follows
180. services section Select any of the telephone company services that have been activated on the telephone line See Appendix B for details of compatibility with telephone company services TALKSWITCH CONFIGURATION 29 3 Way Calling Conference TalkSwitch can work with a service to forward calls to Remote Extensions or other external phone numbers while using the same line Same Line Connect You can use this service as an option for bridging calls to external numbers when calling into TalkSwitch from the outside If you find that you are having difficulties with line volume levels when forwarding calls to Remote Extensions or using DISA use 3 way calling to forward calls Transfer and Clear Centrex Plexar transfer TalkSwitch can clear the line after forwarding a call to a Remote Extension if your telephone line supports this feature If you enable this feature without having the service callers are disconnected when TalkSwitch attempts to forward their call to the Remote Extension Call Waiting Check this box if you have a Call Waiting service on the current line It is strongly recommended that you remove this service from your line s since there is no way for 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 Caller ID Check this box if the current line provides Caller ID information TalkSwitch will pass
181. since the SIP Server location becomes unreachable as soon as the IP address changes What is Dynamic DNS Dynamic DNS is a Domain Name Service used with Dynamic IP addresses DNS is used to allow devices to find other devices on the Internet by name rather than by IP address Dynamic DNS allows you to use a domain name FQDN which does not change to locate a device with a Dynamic IP address There are companies on the Internet which can provide you with a DNS address VOIP INFORMATION 125 even if your IP address changes For example www dyndns org or hn org or www no ip com You should consult with them about how to use their service The basic idea is that you will receive an address like myname homeip net which points to your IP address i e 209 210 230 140 This is important for locations where the SIP Server resides and where the public IP address is dynamic All other locations will point to this SIP Server s domain instead of an IP address What is the drawback of using Dynamic DNS When DNS records are updated they have to be sent all over the world so that everyone will be aware of the changes Basically one DNS server connects to another and swaps information In many cases the DNS servers are updated very quickly Updates should take no longer than 15 minutes to propagate throughout the DNS system It is possible that propagation could take longer under extenuating circumstances Propagation shouldn t take much more than
182. splay a dialog box showing the instructions on how to record and playback an Auto Attendant using a telephone No adjustments are required for the recording volume TalkSwitch adjusts the recording volume for optimal recordings Record Announced Message Instructions to record the announced message using an extension telephone Step 1 Pick up an extension handset and dial to enter command mode If required enter the Administrator Password followed by the key Step 2 Dial 41 then and at the tone record your message Press when pou have finished recording Step 3 To play back the message dial 51 then Step 4 If you are satisfied with the recording simply hang up IF you would like to re record the message repeat steps 2 and 3 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 p law format wav file TalkSwitch System Configuration Auto Attendant messages can be loaded into TalkSwitch using a PC These messages must be recorded using 8 KHz 8 bit Mono u law Format and saved as a wav file Continue TALKSWITCH CONFIGURATION 59 Erase Instructions button Click this button to display a dialog box showing the instructions on how to erase an Auto A
183. ssword to accept Call Back Use Announced Message We recommend this option if the number TalkSwitch calls back is to a hotel or a location where a third party answers the call The Announced Message option allows you to record a message that plays when the call is initially answered during a Call Back For example Please transfer this call to Bob in room 307 The Announced Message can be recorded locally using an extension handset or remotely by accessing Call Back from the Auto Attendant The Record message button gives the instructions as follows Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the specific Auto Call Back Announced Message 1 Press P to enter command mode Enter the password if required 2 Enter the appropriate command as listed below After each command press to confirm the entry Auto Call Back Recording Playback 1 61 71 2 62 72 3 63 73 4 64 74 v2 TALKSWITCH USER GUIDE e UK amp IRELAND Note There are 4 Auto Call Back accounts per TalkSwitch unit If you need to record an Announced Message for a particular Auto Call Back account it must be on the same TalkSwitch unit as the account Note If you need to configure and or record an Announced Message from a remote location and do not have the Auto Attendant set up to answer this Call Back line you can call your Call Back number and let it ring 15 times A generic Auto Attendant will a
184. t retains the configuration settings of the missing unit In the event an extension or voice mailbox cannot be reached the caller hears a system prompt to the effect The extension you are trying to reach is currently unavailable please try again later Outgoing Line Hunt Groups By default when two or more units are on a LAN the system tries placing calls out on the same TalkSwitch unit the call originates from This avoids using a line across the LAN on another unit which helps to minimize the LAN traffic and optimizes the opportunity for all inbound calls to connect across the LAN if required Auto Attendants There are a total of 9 Auto Attendants that are shared by all units on the LAN When an Auto Attendant is recorded on any unit it is then automatically copied to all other units on the LAN This design minimizes LAN traffic and also provides functionality back up in case a unit or units have disappeared off the network adapter unplugged LAN connection TALKSWITCH INSTALLATION 11 disconnected LAN failure etc In this event all units can still answer inbound calls with the same Auto Attendant messages Voicemail All Local Extension and Remote Extension Voicemail data is stored on the unit where the extensions normally reside For example all greetings directory names and voicemail messages for extensions 121 128 221 228 and mailboxes 420 429 are stored on the TalkSwitch with Unit ID 2 If a unit is
185. t line hunt group the calls are routed through ARS TALKSWITCH CONFIGURATION a7 TalkSwitch Outgoing Call Options ABC Company Tee Choose Hunt group s this extension is permitted Jane Smith access John Doe local 8 name 39 local 81 Epiat pa C long distance 82 se Defaut VolP number v North America 83 115 ae se Default VolP number v 118 Hunt Group 85 Hunt Group 86 117 Hunt Group 87 will need to type in a last name Hunt Group 88 dto this extension To record the 118 Direct Line Access Hunt Group Access Additional Notes Emergency Access Numbers The emergency access numbers shown in the Emergency Service Section of the ARS configuration window are always allowed through ARS even if the line is blocked These numbers are dependant on the region and change based on the country location settings Password Protection We recommend that the administrator s password protection is enabled when you use automatic route selection and toll restriction Enable the password protection in the TalkSwitch Configuration software under System Information gt Administration Enter a 4 8 character numeric password Telephone Line Three Way Calling Services The use of the telephone company s three way calling service is not recommended when ARS is used The TalkSwitch ARS has no control over routing of calls through this feature Call Detail Record Logging CDR You can retrieve the records g
186. t public IP address and substitute the private IP address with the public address so that VoIP traffic is properly routed through the NAT What is a SIP Proxy and Registrar SIP s basic architecture is client server in nature The main entities in the SIP server are the Proxy Redirect Server and the Registrar The VoIP enabled TalkSwitch has the SIP Server fully integrated for easy deployment and maintenance of your VoIP network If you are deploying a multi site configuration which can comprise of VoIP TalkSwitch units certified 3rd party gateways and certified 3rd party SIP phones one VoIP enabled TalkSwitch can act as the SIP Proxy and Registrar The other SIP end points will register with this TalkSwitch and all calls will be negotiated through this TalkSwitch When you first set up your VoIP device TalkSwitch gateway or phone it will register itself with the VoIP TalkSwitch that is configured as the SIP Server so that calls can be directed to your location When you initiate a VoIP call your device TalkSwitch gateway or phone will contact the TalkSwitch that is configured as the SIP Server to obtain the contact information for the destination you are trying to reach Once the information is received the call is established directly between your location and the destination The SIP Server is no longer involved in the call If the location of the SIP Proxy and Registrar has a Dynamic IP Address you have to use Dynamic DNS
187. t that will be required by all other locations for registration purposes If this unit is not the Proxy Registrar and if authentication is required it must have the same User Account name filled in as the Registrar Server TALKSWITCH CONFIGURATION 25 Password If this location is the Proxy Registrar and you have enabled authentication assign a password to this unit This password is required by all other locations for registration purposes If this unit is not the Proxy Registrar and authentication is required it must have the same password as the Registrar Server VoIP Numbers TalkSwitch offers the flexibility to share VoIP numbers with the TalkSwitch network and a Service Provider You can reserve lines for use with one or the other depending on requirements VoIP numbers available for use with the TalkSwitch network By default there are no restrictions on VoIP number use between the TalkSwitch and Service Provider profiles If you need to give priority of availability to calls being placed in out of this location on the TalkSwitch VoIP network select an upper limit for the number of lines Maximum number of VoIP numbers for incoming calls The maximum number of VoIP numbers available is determined by how many lines are available shared with the TalkSwitch VoIP network For business reasons you might want to make all lines available for incoming calls and restrict the number of lines used for outgoing calls Maximum numb
188. tch at the other Ensure the devices you are using as TalkSwitch extensions phones faxes etc are plugged into the extension ports located on the back panel of TalkSwitch Do not plug your extensions directly into a wall port unless that port is wired to a TalkSwitch extension port 2 Check the Serial USB or LAN connection between TalkSwitch and your PC 3 Ensure that TalkSwitch s power adapter is plugged into a working power outlet and that TalkSwitch is turned on Please make sure that you are using the power adapter that was provided with TalkSwitch This is a unique adapter and it cannot be substituted with any other adapter If your adapter appears to be defective please contact your TalkSwitch dealer to order the proper replacement adapter _ Networked 4 If networked ensure that you have the latest firmware loaded on all units In the TalkSwitch software select Configure then on the About TalkSwitch page click on the View Details button in the upper right corner of the screen All units listed should have the same firmware version 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 128 TALKSWITCH USER GUIDE
189. tch can detect one two and three ring bursts per ringing cycle and provide different call handling to incoming calls with each of these Distinctive Ringing cadences Driver A program that controls a device Every device whether it is a printer disk drive or keyboard must have a driver program A driver acts like a translator between the device and programs that use the device DIMF Dual Tone Multi frequency The system used by touch tone telephones DIMF assigns a specific frequency or tone to each key so that it can easily be identified by a microprocessor Extension Local A Local Extension is any telephone or analogue device answering machine fax etc that is plugged into one of the Extensions ports located on the back panel of your TalkSwitch Firmware Firmware is a combination of software and hardware More precisely it is software programs or data that has been written onto hardware micro chips Micro chips ROMs PROMs and EPROMs that have data or programs recorded on them are called firmware Icon A small picture that represents a program action or feature in the configuration software When you click on an icon that program action or feature is activated Intercom A dedicated voice service within a specified user environment TalkSwitch offers intercom capabilities between its Local Extensions Interface Something that connects two separate entities A user
190. tension 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 select extension number 118 Configuration TalkSwitch System Configuration Ele view Tools Help Ebb About TalkSwitch System Information Administration IP Configuration VoIP Configuration Telephone Lines Dedicated fax line VoIP Numbers Line Hunt Groups Auto Route Selection Fax Information Local Extensions Fax extension Remote Extensions Extension Ring Groups E117 On Hald Rinaback Voicemail Call Handling Call Back DISA Fax number 111 5555 KI TALKSWITCH CONFIGURATION 29 Note If your fax machine is connected to E8 on a TalkSwitch with Unit ID 2 the fax extension number is 128 If you have a dedicated fax line or number your fax machine should be connected to an extension port on the same TalkSwitch unit where the fax line number is connected By default when both a dedicated line and fax extension have been selected for the first time the software automatically configures the incoming call handling properties for that line to ring only the fax extension that you have specified 2 3 3 9 Local Extensions Local Extensions are phones or devices connected to any of the extension ports at the back of TalkSwitch See sections 1 3 and 1 4 for more details on connectivity Note If you have multiple units configured together on the same
191. that transferred the call Perform No answer at extension action Transfer and Clear I Clear telephone line after call transferred System Information Transfering a caller to a Local Extension Transferring a caller to a Ring Group Voicemail If the extension is busy If the Ring Group is busy Call Handli i pete 2 Ring back extension that transferred the call Ring back extension that transferred the call Bae Perform Busy at extension action fo Baca T RERI If the Ring Group does not answer Ring back extension that transferred the call Perform No answer at extension action Transfering from a home phone Use transfer prefix EN Note This prefix replaces using Recall when transferring calls using a telephone in parallel with TalkSwitch Remote Transfer When transferring calls from a Remote Extension Allow screening of calls Perform a blind transfer Transferring a caller to a Local Extension Remote Extension or Ring Group You can specify how transferred calls are handled if their target is a local extension remote extension or ring group and if it is busy or doesn t answer You have the choice of TalkSwitch ringing back the extension that transferred the call or performing the no answer or busy action of the extension that the call was intended for Any changes made in this section affect the entire system 78 TALKSWITCH USER GUIDE UK amp IRELAND Transferring from a Home ph
192. thout LAN port 31 21 02z 0 885kg models with LAN port 31 74 02 0 9kg VoIP enabled TalkSwitch Power Adaptor 220 240 V model 20 31 02 0 576kg Specifications subject to change TALKSWITCH USER GUIDE1 UK amp IRELAND APPENDIX G TALKSWITCH AND POWER INTERRUPTIONS TalkSwitch settings and configurations In the event of a power failure your TalkSwitch settings and configurations will not be lost TalkSwitch s feature settings configuration are stored in an EEPROM An EEPROM is a form of non volatile memory Non volatile memory means that your feature settings configurations remain in TalkSwitch s memory despite interruptions in the power supply Calling Features In the event of a power failure no TalkSwitch features or capabilities including VoIP will be available other than e Local Extension 114 124 134 and 144 can make or receive calls on Line 1 of their respective units In the event of a power return all TalkSwitch features and capabilities will be re established Mode Scheduling and Power Interruptions When the power supply to TalkSwitch has been interrupted TalkSwitch s 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 When power is restore
193. ting the usage of the lines with different states of illumination Light State Description Line 1 On Solid Line 1 is currently in use Pulsing Slowly Line 1 caller is on hold Flickering Line 1 is ringing Quick Pulse Line 1 is engaged by a device that is sharing the line with TalkSwitch Line 2 On Solid Line 2 is currently in use Pulsing Slowly Line 2 caller is on hold Flickering Line 2 is ringing Quick Pulse Line 2 is engaged by a device that is sharing the line with TalkSwitch Power Data On Solid TalkSwitch is powered on Flickering The PC connected via Serial or USB to Pulsing Slowly TalkSwitch is either sending or retrieving information from TalkSwitch Global Message Waiting Indicator optional Note Lights for line 3 and line 4 apply to Talkswitch 48 models For more details on line LED light error codes see Appendix A Help and Troubleshooting Line 3 On Solid Pulsing Slowly Flickering Quick Pulse Line 3 is currently in use Line 3 caller is on hold Line 3 is ringing Line 3 is engaged by a device that is sharing the line with TalkSwitch TALKSWITCH USER GUIDE UK amp IRELAND Light State Description Line 4 On Solid Line 4 is currently in use Pulsing Slowly Line 4 caller is on hold Flickering Line 4 is ringing Quick Pulse Line 4 is engaged by a device that is sharing the line with TalkSwitch 1 3 BACK PANEL Before you connect all your phones and lines t
194. tion about DNS see Chapter 5 VoIP Information Alternate DNS Server Enter the alternate DNS server s IP address if applicable This is also known as the secondary DNS server Public WAN IP Address see previous section VoIP 2 3 3 3 VoIP Configuration This section deals with configuring your TalkSwitch for VoIP TALKSWITCH CONFIGURATION 23 Expand the System Information folder and click VoIP Configuration Configuration TalkSwitch System Configuration File Yiew Tools Help About TalkSwitch System Information TalkSwitch Profile Service Provider 1 Profile Administration IP Configuration TalkSwitch Profile VoIP Configuration Registrar Authentication Telephone Lines Ve ik sf none x VoIP Numbers Line Hunt Groups Proxy Server Name Auto Route Selection gt Fax Information Registrar Server Name Local Extensions a 3 Remote Extensions utboune Frei Extension Ring Groups Realm Domain On Hold Ringback Voicemail Username and Password Call Handling A P Call Back DISA Options Rabo VoIP Lines VoIP lines available for use with the TalkSwitch network 4 x Maximum number of VoIP lines for incoming calls 4 v Maximum number of VoIP lines for outgoing calls 4 View Registrar Entries View Registration Status In the TalkSwitch Profile tab TalkSwitch has a built in SIP Server Proxy Registrar Redirect server This facilitates the config
195. tion software The quality of the microphone in the telephone handset that you are using to record your Auto Attendant also affects the quality of your recording Try recording the Auto Attendant using another extension telephone 130 TALKSWITCH USER GUIDE UK amp IRELAND Problem 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 e Check the Extensions to ring column in the Telephone Lines tab in the Call Handling folder The number of rings may be set too low Problem The Auto Attendant is transferring calls to the wrong extension e Verify the extension ports your devices phones faxes are attached to Problem The Auto Attendant answers calls but does not transfer them to the extensions e Make sure your extensions are plugged into the extension ports on the back panel of TalkSwitch instead of your telephone wall ports e Check your settings in the Auto Attendant page Are the options pointing to the correct extensions Music on Hold Problem Callers hear the One moment please message and then total silence when the Auto Attendant transfers their call to an extension e You have enabled the Music on Hold feature but have not attached an audio device to the MUSIC port on TalkSwitch e There is a problem with the music source Check all co
196. to CallBack 2 0 0 cece e cece eee eee ence e eee 71 2 3 6 2 Prompted Call Back eee e cece eee eee eee 73 233 6 3 DISA wiiaice sae ed iwsctaabeeadainietaoehie dad 4 75 23 7 OPTOMS sacs inigare eisespie tei a ek EAEE ain Ma eae Nee lers 76 23 71 A diO CONTOS di sisnd cad acasnin sean adword eccaaae 76 2 3 7 2 Transfer Options cee eee e eee eee ee 78 23 7 3 Miscellaneous as ccissceesseaceascdiusscteaseeawss 79 2 3 7 4 Troubleshooting cece eee cece eee e eee 82 2 3 7 5 Troubleshooting Advanced 0e cece ee eee 84 CHAPTER 3 USING TALKSWITCH 3 1 In the Office Receiving Calls with or without the Auto Attendant 87 3 1 1 Receiving calls using the Auto Attendant 4 87 3 1 2 Receiving calls without the Auto Attendant 87 3 2 In the Office Making and Receiving Calls 00 e eee eens 88 3 2 1 Making calls from a Local Extension cc cece eeeee 88 3 2 2 Receiving calls at a Local Extension ee eee eens 88 3 2 3 Placing calls on Hold at a Local Extension ceeeeeeee 89 3 2 4 Transferring CallS i cciccssuinemeederav tees taaaa ieran cea 89 3 2 5 Call Park Parking and retrieving callers 0 90 3 2 5 1 Parkinga caller cies cesececk tenes wesindeetaaeecees 90 3 2 5 2 Parking a caller using Auto Park 0eeeee 91 3 2 5 3 Retrieving a parked call
197. tructions Load Auto Attendant Erase Instructions You can record or load up to 9 different Auto Attendants with a total combined time of 30 minutes share with voicemail or expand memory up to 9 hours using a TalkSwitch Memory card Note When two or more units are networked models with LAN ports 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 You can record the Auto Attendants from any Local Extension or remote phone using touch tone commands To load a pre recorded message see Load Auto Attendant later in this section 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 p If you have an Administrator password enter it Begin entering the touch tone commands listed below TalkSwitch walks you through the recording After entering a command press P to confirm the entry before continuing with other commands or exiting command mode To exit press or hang up TALKSWITCH CONFIGURATION 55 Auto Record Play Erase Attendant message message message 1 41 51 041 2 42 52 042 3 43 53 043 4 44 54 044 5 45 5
198. ts are flashing all the units are ready for network use Note No IP information is required to configure TalkSwitch since it does not use the TCP IP protocol for voice traffic over the LAN IP configuration is required for remote management or VoIP once the system has been configured TALKSWITCH INSTALLATION 9 1 5 3 Changing the Unit ID To change the Unit ID the configuration software must be closed Press from a Local Extension to enter command mode Enter a password if necessary and dial 0 0 D The system responds with the Unit ID of that particular TalkSwitch In command mode use any of the following commands Unit ID Touch Tone Command 1 01 2 02 E 2 j 04 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 The extensions and voice mailboxes affected by the new numbering system are listed in the table below Unit ID 1 Unit ID 2 Unit ID 3 Unit ID 4 Local 111 118 121 128 131 138 141 148 Extensions Remote 211 218 221 228 231 238 241 248 Extensions Local 111 118 121 128 131 138 141 148 Mailboxes Remote 211 218 221 228 231 238 241 248 Mailboxes General 410 419 420 429 430 439 440 449 Mailboxes None of the Extension Ring Groups are affected They are global to the entire system It doesn t
199. ttendant message using the phone s touch tone keypad and dial PEP 0 Continue the call on the parallel connected phone Transferring calls on parallel connected phones Calls answered on a parallel connected phone can be transferred to any TalkSwitch extension or voice mailbox To transfer the caller key in the Transfer Prefix GE After you hear 2 beeps enter the extension or voice mailbox number and hang up You cannot announce a caller to the transferred extension but if you stay on the line you are in a conference call state You can hang up at any time If you transfer a call from a parallel connected phone and then hang up the extension rings the number of times specified for that extension If the extension is not answered within the number of rings the call is handled according to that extension s Call Cascade actions USING TALKSWITCH 95 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 O instead of OGO if the default prefix conflicts with another device or service To change the Transfer Prefix open the Configuration software and change the setting in the Options gt Transfer Options window 3 2 11 Modems and telephone line access If your modem is attached to TalkSwitch as an extensio
200. ttendant using a telephone It is a good idea to erase unused Auto Attendants They share the memory with voicemail Erase Auto Attendant Message E Note With the use of a memory Instructions to erase this Auto Attendant card you can extend the time for message using an extension telephone voicemail and Auto Attendant Step 1 recordings to up to 9 hours Pick up an extension handset and dial to enter command mode If required enter the Administrator Password followed by the key Step 2 Dial 041 then View Auto Attendant Time Usage Auto Attendant Time Usage AEEA i To view the amount of time used by all Auto Attendants go to the main menu Tools gt Memory Usage gt Auto Attendant You may have unused Auto Attendant messages Delete them to free up Total time used by Auto Attendants Total time used by Voicemail memory Time used by Call Back Directory i Time used by Music On Hold Total time remaining 2 3 5 3 PSTN analogue telephone Lines This section describes how TalkSwitch handles incoming calls based on the incoming line and ring cadence distinctive ring numbers 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 60 TALKSWITCH USER GUIDE UK amp IRELAND
201. two IRQs are reserved for the four ports If you have two devices using COM Ports that share an IRQ you cannot use the devices simultaneously Typically COM1 and COM3 use IRQ4 while COM2 and COM4 use TRQ3 Communications Software Software that makes it possible to send and receive data over telephone lines via modems Compression Data Storing information in a format that requires less space than usual Compression saves transmission time capacity and storage space Computer Telephony Integration Refers to systems that enable a computer to act as a call TALKSWITCH USER GUIDE UK amp IRELAND center accepting incoming calls and routing them to the appropriate device or person Today s CTI systems like TalkSwitch are quite sophisticated and can handle all sorts of incoming and outgoing communications including phone calls faxes and Internet messages Conference Call Connecting three or more parties together for one conversation Configuration The way a system is setup For TalkSwitch the configuration is the collection of values or options you have chosen for each of TalkSwitch s features Together the settings for each of these features The configuration determine what TalkSwitch will do TalkSwitch can be configured using the Configuration software or Telephone Keypad Commands Connector CTI The part of a cable that plugs into a port or interface to connect one device to anot
202. up access to the extension Click the button and organize the appropriate line Hunt Groups that are permitted for this extension by default extensions have no restrictions 2 3 3 10 Remote Extensions With TalkSwitch s Remote Extensions you can have calls forwarded directly from your office to any phone number you choose Your cell phone pager or any out of office number becomes a Remote Extension of your office system You can choose to screen callers If you are unavailable or choose not to accept calls they can be transferred back to your office e g to voicemail or another extension or forwarded to another out of office telephone number e g to a business partner s cell phone depending upon the Call Cascade configuration For details on how to use Remote Extensions see sections 3 3 1 and 3 3 2 Once your remote extensions are configured calls can be forwarded by the Auto Attendant or transferred by someone in your office by dialing the Remote Extension number There are 8 Remote Extensions available per TalkSwitch unit Note If a TalkSwitch has Unit ID 2 the Remote Extension numbers are 221 228 Unit ID 3 has remote extensions 231 238 and Unit ID 4 has 241 249 42 TALKSWITCH USER GUIDE UK amp IRELAND Choose a Remote Extension to configure You must enter a phone number in order for the extension to be considered active by the system Configuration TalkSwitch System Configuration File View Tools
203. uration and maintenance for multi branch and teleworker applications One location needs to be assigned as the SIP Server to manage call requests between VoIP locations and the other locations need to register with the 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 This TalkSwitch location is the Proxy Registrar If this location is designated to be the Proxy Registrar Server check this box When it is enabled and other SIP devices are registered with this system any calls made within the group contact this device to resolve the destination location Once the destination is resolved the call is made directly from the source location to the destination location The TalkSwitch Registrar supports Digest authentication The Digest mechanism is a challenge response protocol in which the client presents its credentials in response to a challenge from the server This method of authentication is very secure To enable authentication select yes digest from the drop down list under Registrar Authentication 24 TALKSWITCH USER GUIDE UK amp IRELAND Proxy Server Name If this location is acting as the Proxy Server it is filled in automatically If this location is not the Proxy Server then enter the IP address or domain name associated to the Pr
204. ursts per ring cycle 600 ohms 35V 90 V rms 25 Hz RJ 11 2 pin BT SIN 315 for Network Impedance UK ETSI TBR21 Ireland DTMF only Supervisory Signaling Recall Caller ID Support Caller ID Alert Caller ID data Message Waiting Indicator System Loop Calling Yes Timed Break Recall all extensions LR DT AS UK RP AS Ireland V 23 MWI message amp stutter dial tone PSTN Analogue Telephone Lines 4 models with LAN port 2 models without LAN port Extensions Serial Port USB Port LAN Interface Voicemail Voice Mailboxes Voicemail Expansion Auto Attendant Positions Announcement File Format Music on Hold input P A output Power Source Power Switch Dial Tone generators Ring Detectors Power Fail Pass Through Dimensions TalkSwitch Unit Weight TalkSwitch Unit 8 models with LAN port 4 models without LAN port RS 232 9 pin USB 1 1 10BaseT RJ 45 models with LAN port 30 minutes on board 100 messages per box Local Extensions 8 models with LAN port 4 models without LAN port Remote Extensions 8 General Guest 10 1 9 hours with expansion card 9 positions each with 6 options each fax detect and timeout wav format 8 bit mono u Law 1 8 3 5mm mono 1 8 3 5mm mono 220 240 V 50Hz adaptor supplied Push Button 12 4 Line 1 to Extension 4 1x4 H 2 031 51 6mm W 7 992 203 2mm D 8 401 213 4mm 22 75 0z 0 645kg models wi
205. used as the TalkSwitch can not control the telephone company s routing of the call to the third party The TalkSwitch may not be compatible with all telephone companies implementation of Three Way Call Conference service The feature should be compatible with the following telephone companies British Telecom Belgacom Telkom SA SwissCom MaltaCom 138 TALKSWITCH USER GUIDE UK amp IRELAND Centrex Transfer This is a Centrex service offered by a few telephone companies whereby on releasing a three way call the other two parties continue to be connected If available this feature can be used with the Same Line Connect feature of TalkSwitch Application Notes Telephone Company Services Remote Extensions TalkSwitch Remote Extension feature is designed to work with major local telephone and mobile service providers The feature may not function correctly with some telephone companies and mobile operators especially international telephone numbers and mobile phones when roaming internationally When configuring remote extensions to PSTN telephone numbers it is recommended that they are tested when the remote extension is idle busy and does not answer Prompted Ring Back This is a telephone company feature which when the called line is busy provides the caller with an announcement offering a Call Back when the called line is free This telephone company feature is not compatible with Remote Extensions It is recomme
206. 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 The TS 200 TS 400 and TS 600 phones support a message waiting counter The display on the phone shows the number of new messages stored in the mailbox es associated with that extension To access a mailbox and retrieve messages or to change mailbox options dial Gd ED ED ftom a Local Extension or GE and the mailbox number at the Auto Attendant if dialing from an outside location or a local extension 100 TALKSWITCH USER GUIDE e UK amp IRELAND Local extensions can transfer employees to access voicemail by pressing recall then pressing and entering the mailbox number If Direct Line Access is enabled be sure to press recall before trying to access your mailbox Note If you have a line configured to go straight to voicemail dial 8 during the greeting to access messages from outside phones The first time you access your voicemail you are prompted to set up your mailbox by assigning a password optional recording a greeting and recording your name for the dial by name directory There are no directory listings for the general mailboxes and you are not prompted to record a name If you wish to have your name in the company directory use the mailbox associated with its extension The directory is related to the extension and its mailbox Once your mailbox has been setup and you
207. witch tells you the Unit ID of the unit you are connected to Ox Assign Unit ID 1 4 to TalkSwitch x 1 to 4 30 TalkSwitch tells you which mode it is currently using 3x Switch Modes x 1 or 2 4x Record Auto Attendant x 1 to 9 04x Erase Auto Attendant messages x 1 to 9 5x Playback Auto Attendant messages x 1 to 9 61 64 Record Auto Call Back Announced Messages 1 4 65 Record Prompted Call Back Announced Message 061 064 Erase Call Back Announced Messages 1 4 065 Erase Prompted Call Back Announced Message 71 74 Playback Auto Call Back Announced Messages 1 4 75 Playback Prompted Call Back Announced Message 90 Set to Serial connection mode default 91 Set to USB connection mode 2xx 8 lt phone Enter Remote ext 2xx phone number number gt 2xx 980 0 Enter Remote ext 2xx Turn off Same Line Connect APPENDIX C 141 2xx 980 1 Enter Remote ext 2xx Turn on Same Line Connect 2xx 9 lt Hunt Enter Remote ext 2xx Connect using Hunt Group Group gt Hunt Group 9 81 88 1xx 61 Enable Do not Disturb at the Local Extension 1xx 60 Disable Do not Disturb at the Local Extension Touch tone features dialed from a Local Extension Command Function performed Notes 1x1 1x8 Intercoms a Local xrepresents the Unit ID Extension 2x1 2x8 Dials a Remote Exten xrepresents the Unit ID sion associated with an external phone number
208. xtension Calls forwarded to a Remote Extension not using Centrex or 3 Way Calling services can be transferred to any local or remote extension ring group or voice mailbox This feature also applies to VoIP numbers 250 299 Transferring calls Calls are placed on hold at a Remote Extension by dialing anytime during a conversation You hear the dial tone that you hear at a Local Extension Perform any of the following actions at any time 1 Press PEP to retrieve the call placed on hold 2 Dial any Local Extension Remote Extension or Ring Group 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 gt 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 USING TALKSWITCH 97 If the system is configured in the Transfer Options section to allow calls screening you dial 4 to complete a transfer or 5 to cancel the transfer and return to the caller 3 3 3 Screening options for forwarded calls The screening options for Call Forwarding are configured in the TalkSwitch software using the Call Cascade s Answer at ext options available in the Remote Extension window See section 2 3 3 10 Forwarding calls with screening When play accept reject prompt is configured in the Answer
209. xtensions 3 foo Os Extension Ring Groups Oss On Hald Ringback 4 001 Oss Voicemail es sr Call Handling Os Call Back DISA 6 Options M 80 Hunt Group 80 is used for Same Line Connect It will enforce ARS blocking rules but ignore ARS routing rules i e use Same Line Connect for allowed calls Emergency Service Numbers The following emergency ser coe 999 112 These numbers will route via the Hunt Group dialed prior to the emergency number If you have additional emergency numbers in you area add them to the ARS rules table above and ensure that they are not blocked d of re routed Set Local Extension Hunt Group Access By default all line hunt groups for each local extension are enabled If you wish to restrict access to some line hunt groups you need to disable the line hunt groups at the local extension e Open the TalkSwitch Configuration software e Select System Information e Click on Local Extensions e Click the Hunt Group Access button e Remove the check mark by clicking it next to the line hunt groups you do not want to allow for that local extension Repeat these steps for all your local extensions When you allow access to line hunt groups that have ARS activated the calls are routed through ARS Direct Line Access If you enable Direct Line Access on an extension calls placed from that local extension are routed to the line hunt group you designated If ARS is enabled on tha
210. xxx 111 148 211 248 410 449 COxx Forwarded out on Line xx See 10 Line below for more details 8 Phone Number This column displays the phone number of the inbound caller if available or the outbound caller 9 Name This column displays the name of the caller if available 10 Line This column indicates on which Box and Line the call came in or out The format of this information is Box then Line Lines 1 4 are PSTN lines and 5 8 are VoIP lines Example 11 Box 1 Line 1 23 Box 2 Line 3 16 Box 1 VoIP 2 11 Account Number This column contains an account number that the user can assign after a call This allows you to group calls together that may have been placed over time to calculate the total amount of time spent with a particular customer The account number can be a numerical code up to 15 digits in length To assign an account number after a call has been completed dial 88 lt Account Number gt If Direct Line Access is enabled on an extension dial 8 8 lt Account Number gt Dp The data can easily be imported into any call management software or an Excel spreadsheet as a delimited text file After the import the data can be grouped and tallied based on the criteria set forth Example 1 Total line usage for a day 4 Average call times 2 Number of inbound calls 5 Number of calls per line 3 Wait times CALL DETAIL RECORD LOGGING 117 CHAPTER 5 V
211. y announcement e go to auto attendant e hang up 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 S he only hears music throughout the entire process of trying to locate you TALKSWITCH CONFIGURATION 67 Note If a call is forwarded to a Remote Extension from a Call Cascade sequence and has play caller s name first or play accept reject prompt enabled the Remote Extension hears This is Call Cascade instead of This is Call Forward This indicates to you that the call is rejected and sends the caller to the next Call Cascade option of the extension that forwarded the call and not follow the Remote Extension s Answer at ext Call Cascade options 2 3 5 7 Extension Ring Groups Call Cascade Extension Ring Groups Call Cascade is similar to Local and Remote Call Cascade sections 2 3 5 5 and 2 3 5 6 The Call Cascade routing options are engaged if the Ring Group is selected from the Auto Attendant or if a call was transferred manually to the Ring Group Once a call enters a Ring Group s Call Cascade sequence the Ring Group owns the call It does not follow any other extensions options even if
212. y 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 Note 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 You can then dial 6 to access the Call Back settings 2 Using Auto Call Back Activation From your out of office location dial one of the Call Back telephone numbers that has been pre configured for Auto Call Back activation Let the line ring at least once but no more than three times and hang up before the call is answered Within 20 seconds TalkSwitch calls your Auto Call Back number Note It is important to remember that all Call Back settings must be pre configured to use Auto Call Back Please ensure that the Auto Attendant for the line using Call Back does not answer before 4 rings Accepting the Call Back There are two ways to accept a Call Back from TalkSwitch 1 Call Back is normally accepted by answering the call and pressing p If required enter your password This option is used when you have a direct line to your Call Back telephone number 2 The Use Announced message option allows the Call Back from TalkSwitch to reach you when you are i

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