Gebruiksaanwijzing /service van het product 48-CA/CVA van de fabrikant Talkswitch
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ANS WERS WITH IN TELLIG ENCE ® T ALK SWIT C H US ER GUIDE T ALK SWIT CH 24 -CA T ALK SWIT CH 4 8 -CA/CVA RELEAS E 4.0 CT . TS005.00 11 0 2 For use in North America.
Copyright Inf ormation T alkSwitch Copyright 2006 — All Righ ts R eserved. T alkSwitch is a divisio n of Cen trepoint T echn ologies I nc . T alkSwitch and Appell o® are registered tr ad emarks o f Centrepoint T echnol ogies Inc .
TA B L E O F C O N T E N T S I T ABLE OF C ONTENTS PREFACE What’s in this guide? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VII What you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
II T ABLE OF C ONTENTS 1.8.1 Connecting incoming telephone line s . . . . . . . . . . . . . . . . . . . . . . . . . 16 1.8.2 Connecting local extension telephone s and other devices . . . . . . . . . 16 1.8.2.1 Connecting a regular single-lin e telephone .
T ABLE OF CON TENT S III 2.2.9 Extension ring groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 2.2.10 On-Hold/Ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 2.2.10.1 External audio source .
IV T ABLE OF C ONTENTS 3.1.2 Receiving calls without the auto attendant . . . . . . . . . . . . . . . . . . . . 118 3.2 In the Office — Making and rece iving ca lls using an analog phone . . . . . . . . 118 3.2.1 Making calls from a lo cal extension without direct line access .
T ABLE OF CON TENT S V 3.7.4 Calls over VoIP with IP phones and Gateways . . . . . . . . . . . . . . . . . . 137 3.8 Using the voicemail system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 3.8.1 Activating voicemail boxes .
VI T ABLE OF C ONTENTS 5.5 FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 5.6 VoIP network administration form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
PREFACE VI I PREF A CE WHAT’S IN THIS GUIDE? The T alkSwitch User Guide contains all th e information you need, whether you ar e installing a sin gle T alkSwit ch unit or multiple V oIP enabled unit s. It is inten ded t o be a complete refere nce accompan ying the Tal k S w i t c h S t a r t Guide that sh ips with every T alkSwitch unit .
V I I I T A L K S W I T C H USER GUID E • NORTH AMERICA If you ar e installin g a single , non-V oIP , T alkSwit ch unit, any one with basic computer skil ls can use th e T alkSwitch Start Guide and this u s er guide t o perfor m a full installat ion and configur ation.
PREFAC E I X FINDING THE INF ORMATION YO U NEED The f ollowin g user guid e functionali t y helps you fin d the inf ormation you need quickly and enables y ou to skip the information y ou don’t need. This will make y our experience wi th this user guid e and y our T alkSwitch s ystem installation and configur a tion mu ch mor e efficient.
X T A L K S W I T C H USER GUID E • NORTH AMERICA GUIDE CONV ENTIONS The T alkSwitch User G uide uses th e foll owin g text elem ents and icon s as visual aids, makin g the manual m ore a ccessible .
T AL KSWITCH INS TALLATION 1 CHA PTE R 1 Chapter 1: T a lkSwitch Insta llation T ALKSWITC H INSTALLATION 1.1 T ALKSWIT C H PAC KAGE CON TE N T S If any of these items are missing, pl ease contact your TalkSwitch dealer .
2 T A L K S W I T C H USER GUIDE • NORTH AMERICA 1.2 C ONFIGURATION SOFTWA RE SYST EM REQUIREMENTS • PC running Win dow s XP/2000 • 160 MB fr ee hard disk space • 256 MB RAM • USB port or Serial port (f or 24 model s) • Ethern et port (for 48 mod e ls) • Minim um 800 x 600 minimum vid eo resolution 1.
T ALKSWITCH INST ALLATION 3 1.4 UNIT BAC K PANEL Figur e 2: T alkSwitch 24-CA Figur e 3: T alkSwitch 48-CA/CV A Line 3/Lin e 4 on Line 3/Lin e 4 is curren tly in use . pulsin g slowly Line 3/Lin e 4 caller is on hold. flicke ring Line 3/Lin e 4 is ringing.
4 T A L K S W I T C H USER GUIDE • NORTH AMERICA Connect ors Purpose MUSIC The m usic connect or is a 1/8" (3.5mm) phono ja ck used as an audio input f or the m usic on h old feature . Mono cables ar e recomm ended. F or more inf orma tion, see 1.
T ALKSWITCH INST ALLATION 5 1.5 INSTAL LING THE C ONFIGURATION SOFTWARE 1.5.1 Installin g the software for the first t ime 1. T urn on your computer and in sert the T alkSwitch CD in to your CD drive . The in s tall progr am st arts aut omatically . 2.
6 T A L K S W I T C H USER GUIDE • NORTH AMERICA 3. A fter the update is d ownloa ded, click Ye s in the dial og box t o install th e update . See Figure 3 . Y ou can install th e update later fr om the fol der C:Progr am FilesT alkSwitchT alkSwitch Configur ation 4.
T ALKSWITCH INST ALLATION 7 Write down the software number. Go to the TalkSwitch website at www.talkswitch.com/support . The in structions help you select and download the appropriate upgrade. The TalkSwitch firmware version number of each unit is listed in the System Information window.
8 T A L K S W I T C H USER GUIDE • NORTH AMERICA Step 3 — Updating the firmware The last step is to update the firmware. Make sure your TalkSwitch is connected to your PC.
T ALKSWITCH INST ALLATION 9 If you connect TalkSwitch to your phone system, it will do the following: • An in coming call on an y line will ring all anal og local exten sions. • A r eceptionist can manually tran sfer calls t o local exten sions or voicemail.
1 0 T A L K S W I T C H USER GUIDE • NORTH AMERICA 1. Conn ect T a lkSwitch t o your hub or switch u s ing th e supplied Ethern et cable an d connect y our PC t o the h ub or switch u sing anoth er standard Ethern et (CA T 5) cable with RJ45 conn ector s.
T ALKSWITCH INST ALLATION 1 1 3. Dou ble-click th e T alkSwitch icon on your d esktop t o open the configuration so ftwar e. Th e dialog bo x in Figure 8 is displayed. 4. Sel e ct USB fr om the dr op-down list an d click Connect... A progr ess bar indic ates that the configu ration is bein g retrie ved.
1 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA 3. Dou ble-click th e T alkSwitch icon on your d esktop t o open the configuration softw are . The di al og box bel ow is displayed. Figur e 10: Seria l connecti on 4. Fr om the drop-d own list in the dial og box, sel ect Serial as the connection type .
T ALKSWITCH INST ALLATION 1 3 Figur e 11: Intern et connection 3. In th e Address fiel d of the Intern et IP Connection Settin gs section, enter the public IP ad dress or the FQDN of the T alkSwitch location and click Connect.... A progress bar indicates that the configur ation is being retrie ved.
1 4 T A L K S W I T C H USER GUIDE • NORTH AMERICA 1.7.5 File connection You can load the late st configuration file sa ved on a PC to make edits and save it again as a file or sa ve it directly to TalkSwitch. 1. Doubl e-click the T alkSwitch icon on your d esktop t o open the configuration so ftware .
T ALKSWITCH INST ALLATION 1 5 Restore Firmware (button) This button is available as an alternat e method to up date firmware if an update attempt has failed. Click the Restore Firmware button, th en select which firmware file to load onto th e unit. The firmware upda te will then begin.
1 6 T A L K S W I T C H USER GUIDE • NORTH AMERICA 1.8.1 C onnecting incomin g telephone lines 1. Ch oos e a convenient w all jack t o attach to your T alkSwitch an d connect you r t ele pho ne l ine s. 2. Conn ect the T alkSwitch unit t o the telephon e compan y’s lin e socket s usin g the dual-wire teleph one cables pro vided.
T ALKSWITCH INST ALLATION 1 7 1.8.2.1 C onnecting a regular sin gle-line telephone This is the basic, simple set-up . All fu nctionalit y including transferring calls, forwarding calls and voicemail, is ha ndled by the unit. Even the most basic of phones, once connected, will inherit the se functions.
1 8 T A L K S W I T C H USER GUIDE • NORTH AMERICA Figur e 19: Dual -line tele phon e on splitter TalkSwitch extensions 111 and 112 are connected to a dual-line phone using a line splitter. Calls on extension 111 show Line 1 as active. Calls on extension 112 show Line 2 as active.
T ALKSWITCH INST ALLATION 1 9 1.8.2.6 C onnecting fax machines TalkSwitch provides you with three op tions to c onfigure your fax machine. Choose the best option for your office. Option 1 — Dedicated Fax Line You may already have an incoming de dicated fax line.
2 0 T A L K S W I T C H USER GUIDE • NORTH AMERICA Here’s how the TalkSwitch ha ndles incoming calls: Figur e 22: Distinctive rin g Advantages: This option does not require a second physical line for faxes. More telephone lines can be added as you grow .
T ALKSWITCH INST ALLATION 2 1 Options 2 and 3 require settings to be programmed i nto the unit using the configuration software. For more information, see 2.
2 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA 1.9.1.1 Ethernet switc h A switch provides direct communication between unit s, thus keeping the voice-over-LAN dat a isolated fr om other data on the network. 1. Conn ect up to f our 48-CA and/or 48-CV A unit s to th e LAN switch.
T ALKSWITCH INST ALLATION 2 3 1.9.3 Setting or c hanging the unit ID Units ar e shipped from the man ufa cturer with unit ID 1. If two or mor e units are placed on th e same LAN with the same unit ID number , it causes a conflict. All th e line ligh ts on the fro nt pan el of th e units are flashin g.
2 4 T A L K S W I T C H USER GUIDE • NORTH AMERICA Figur e 25: Examples o f three-digit i den tifiers 1.9.5 Keep trac k of the lines and extensions To keep track of the extensions and the lines connected to each unit, label each unit with its unit ID.
T ALKSWITCH INST ALLATION 2 5 Figur e 26: System Inform ation win dow 1.9.6 Optimiz ing the system fo r networked us e TalkSwitch units have b een designed to operate optimally when in a networked state. Be low are a few items th at have been de signed for better network use.
2 6 T A L K S W I T C H USER GUIDE • NORTH AMERICA completely filled with vo icemail mess ages, new messages will not be stored on other units. The system cannot a ccept anymore mess ages for mailboxes belonging to that unit. If you need mo re memory, Tal kSwitch mem ory cards can be purchased from your reseller.
T ALKSWITCH INST ALLATION 2 7 1.11 UPGRADING T ALKSW ITC H UNITS As your business grows, your TalkSwit ch unit(s) may need upgrading. You have the option of upgrading your 24- CA unit to a 48-CA unit and your 48-CA unit to a VoIP model (48-CVA).
2 8 T A L K S W I T C H USER GUIDE • NORTH AMERICA Line 1, 2, 3 and 4 lights flashing simu ltaneously: The firmware needs to be updated or re loaded. Ensu re that you up date with the last version, do not use t he version on the installa tion CD. There might be a newer version.
TA L K S W I T C H CO N F I G U R A T I O N 2 9 CHA PT E R 2 CHAPTER 2: T ALKSWITCH C ONFIGURATION T ALKSWIT C H C ONFIGURATION 2.1 SYST EM C ONFIGURATION This chapter contains detailed inform ation a.
3 0 T A L K S W I T C H USER GUID E • NOR TH AMERICA The numbers in Figure 30 are explained below. 2.1.1.1 File Menu 2.1.1.2 View Menu 1. Men u items . 2. Configuration navigation controllin g the display in the configuration window. 3. Configuration window displayi ng configuration information.
T ALKSWITCH C O NFIGURATION 3 1 2.1.1.3 T ools Menu 2.1.1.4 Help Menu Memory U sage V oicemail : Displays a dial og box sho wing in ternal memory usa ge f or voicemail m essag es. Auto A t tendant : Displays a dial og box sho wing in ternal memo r y us age fo r au to at t end a nt mes s ages.
3 2 T A L K S W I T C H USER GUID E • NOR TH AMERICA 2.1.1.5 C onfiguration navigation The configuration navigation organizes all the configuration t opics within folders. The following is a brief desc ription of each folder seen in t he navigation section to the left of the window.
T ALKSWITCH C O NFIGURATION 3 3 Figur e 31: Configur ation navi gation 2.1.2 Special c onsiderations when c onn ecting multiple units to a L AN Multiple uni ts on a LAN will fu ncti on as a single phone s ystem. Some features are expanded as you add unit s (e.
3 4 T A L K S W I T C H USER GUID E • NOR TH AMERICA Example: If you have two 48-CA units co nnected on the same LAN, the system can support 8 PSTN lines, 16 local extensions and 20 remote extensions.
T ALKSWITCH C O NFIGURATION 3 5 2.2 SYST EM INFORMATION 2.2.1 Administration For securit y reasons, we recom mend that you us e password prote ction at the administrator level. The password is entered at configuration start-up and when you access the configurat ion through an extens ion phone.
3 6 T A L K S W I T C H USER GUID E • NOR TH AMERICA 3. En t er a system passwor d in the System Passw ord fiel d. It has to be a 4- to 8-char acter num eric passwor d, so that you can al so enter it on a tou chton e phon e. Figu re 34: Usern ame and passwor d for a V oIP enabled unit To enter a new password: 1.
T ALKSWITCH C O NFIGURATION 3 7 Figur e 35: P assword dialo g box . 3. After en tering, changin g or del eting a passwor d , click File -> Sav e settings to T alkSwitch or click the mid dle icon in th e tool bar to save th e settings. Figur e 36: Save settin gs New settings must be saved to the TalkSwitch phone system to take effect.
3 8 T A L K S W I T C H USER GUID E • NOR TH AMERICA Figu re 37: Autom atic IP confi gurati on 2. T o configure th e IP information man ually , select U se the follo wing IP and DNS info rmation .
T ALKSWITCH C O NFIGURATION 3 9 Unit IP Addr ess: Assign an av ailable static IP ad dress to each unit (1-4). If you u s e a DHCP server , you hav e to r eserve an IP ad dress for ea ch unit. T o reserve an IP ad dress, y ou need the MA C address o f each unit.
4 0 T A L K S W I T C H USER GUID E • NOR TH AMERICA Public WAN IP address-checker server name: For the public IP address type dyna mic, this entry s hows the current server name for the IP checke r utility. If the public IP address typ e is static , no information is required.
T ALKSWITCH C O NFIGURATION 4 1 Figu re 4 0: Telep hone li nes In the Phone numbers section Enter the main tele phone number for the line connected to TalkSwitch .
4 2 T A L K S W I T C H USER GUID E • NOR TH AMERICA this service as an option for bridging calls to external numbers when you call into a unit from outside. If you are having difficulties wi th line volume levels when you forward calls to remote extens ions or when you are using call bridge, forward calls using 3-way calling.
T ALKSWITCH C O NFIGURATION 4 3 and by call bridge. Each hunt group can support several line choices and attempt to use an available line in the order that they are listed for that hunt group. These settings have no effect on incoming calls. Default setup: 1.
4 4 T A L K S W I T C H USER GUID E • NOR TH AMERICA Figur e 42: Hun t lines on s ame unit first 2.2.5 Automatic Rout e Selection and T oll Restriction What is Automatic Route Selection (ARS)? ARS allows you to au tomati cally direct outgoing calls to select ed lines.
T ALKSWITCH C O NFIGURATION 4 5 • I de ntify wh ich telep hon e lines an d V oIP trunk s are con nect ed to di ff ere nt ne two rks a nd s er vi ce s.
4 6 T A L K S W I T C H USER GUID E • NOR TH AMERICA 1. En ter the lea ding digits yo u wish to r oute or block in th e Leadin g Digits field. 2. Sel ect the desired Actio n (route t o a specified line h unt group or block calls) fr om the correspon ding drop-d own list.
T ALKSWITCH C O NFIGURATION 4 7 • If y ou dial 9 foll owed b y 1, a 3-digit area code an d a 7-digit number , y ou access a lin e for l ong-distance call s in North America, as d efined in lin e hun t group 82. • If y ou dial 9 foll owed b y 01, the call is block ed.
4 8 T A L K S W I T C H USER GUID E • NOR TH AMERICA Figu re 46: Outgoin g call option s Password Protection We recommend that the administra tor password protection be enabled when you use automatic route selection and toll restr iction.
T ALKSWITCH C O NFIGURATION 4 9 Automatic Route Selection Examples 2.2.6 Fax information TalkSwitch provides you with different options to configure your office for fax calls. The advantages and dis advan tages of each option are described below, so that you can choose th e best solution for your office.
5 0 T A L K S W I T C H USER GUID E • NOR TH AMERICA Disadvantages: You only have one line and can only handle on e call at a time. The phone company may charge a fee for a distinctive ring. Automatic fax detection with the auto attendant An auto attendant can detect in coming fax calls and route them accordingly.
T ALKSWITCH C O NFIGURATION 5 1 5. Sav e setting s to T alkSwitch. Example: I f y o u r f a x m a c h i n e i s c o n n e c t e d t o E 8 o n t h e r e a r o f u n i t 1 , s e l e c t extension number 118 for units with 8 extension jacks or 113 for units with 4 extension jacks.
5 2 T A L K S W I T C H USER GUID E • NOR TH AMERICA 2.2.6.2 Distinctive ring fax detection A single telephone li ne can have two assigned numbers with a different rin g pattern for each number. Base d on the ring pattern, you pick up the phone or let the fax answer the call.
T ALKSWITCH C O NFIGURATION 5 3 4. In th e Phone n u mbers section beside Main number , en ter th e telepho ne number that peopl e dial to call y our office . Figu re 5 2: Telep hone li nes 5. Cli ck the ch eckbox besid e Distinctive Rin g 1: 6. En ter t he distin ctive rin g number in the text fiel d.
5 4 T A L K S W I T C H USER GUID E • NOR TH AMERICA 4. I n the d ro p- dow n me nu nex t t o If a fa x call is detected:, sel ect go to local extension and sel ect 118 ( 113 for un its with 4 exte nsi on jack s). Figur e 53: Fax routin g 5. Sav e settings t o the unit.
T ALKSWITCH C O NFIGURATION 5 5 Configuring a local extension for use with a IP phone 1. Open th e configuration softwar e . 2. Select Sy stem Information -> Local Exten sions . 3. Chan ge the r adio butt on from Regular Exten sion to IP Extension .
5 6 T A L K S W I T C H USER GUID E • NOR TH AMERICA For VoIP calls, use: [this number] Select the number you want to displa y at the remot e location when VoIP calls are placed from this extension. If De fault VoIP number is selected, the phone num ber associated with the out goi ng VoIP port is used.
T ALKSWITCH C O NFIGURATION 5 7 Other phones may work with th e system, but not all th e features ma y be supported. We stron gly recommend that you only use the IP phones supported by TalkSwitch. Figur e 57: Phon e types Direct Line Access... (button) This feature allows users to access an outbound line without dialing e xtra digits.
5 8 T A L K S W I T C H USER GUID E • NOR TH AMERICA Hunt Group Access... (button) You can permit or restrict speci fic hu nt group access t o the extensio n. Click the checkbox next to the Li ne hunt groups that you want to allow for this extension .
T ALKSWITCH C O NFIGURATION 5 9 8. If y ou have a 3-W ay Calling or Tran sfer and Clear service from th e phone compan y , click the checkbo x next to Use Same Line Conn ect.
6 0 T A L K S W I T C H USER GUID E • NOR TH AMERICA option s in Call Handling -> Remote Extensions in the dr op-down list und er the An swer ed tab . Forwarding calls to a remote extension • Man ually from a local e xtension: Analog ph one: Press Flash an d th e rem ote extension n umber (e .
T ALKSWITCH C O NFIGURATION 6 1 Figur e 59: Remote e xtension s 2.2.9 Extension ring groups An extension ring group is a group of local extensions that ring in unison. TalkSwitch supports 10 ring groups with numbers 300 to 309. They are accessible from local extensions and through the au to attendant.
6 2 T A L K S W I T C H USER GUID E • NOR TH AMERICA 6. In th e Set Ring Group window , c hoo se t he loc a l ex te nsi o ns yo u wa nt to ring in unison. 7. Sel ect a Ring pattern: fr om the drop-d own list to identify the incomin g call befor e you pick up the ph one .
T ALKSWITCH C O NFIGURATION 6 3 Forwarding calls to a ring group • Man ually from a local e xtension: • Fr om an auto att enda nt: Aut o attendant s ca n be configured to sen d calls to ring gr oups just as they do to e xt ensions . The auto attendant migh t say: “T o re ach the sales department, pr ess 1, to r each Mr s.
6 4 T A L K S W I T C H USER GUID E • NOR TH AMERICA Figu re 61: Musi c port You can use sepa rate audio s ources for each uni t. 2. On ce the au dio source(s) is (are) connected t o T alkSwitch, turn it ( them) on. 3. Conn ect t he unit to y our comput er and open your configur a tion softw are .
T ALKSWITCH C O NFIGURATION 6 5 On-Hold Settings Ther e are three option s when call ers are pla ced on hold: 1. Play ‘ double beep’ ton es to caller s when th ey are on h old. This is the def ault setting. No ad ditional configuration is r equired.
6 6 T A L K S W I T C H USER GUID E • NOR TH AMERICA Figu re 63: Musi c file form at 5. If you click ed Ye s , the Load Audio File window d is pl ays. Brow se to the location o f the d e sired digital au dio file , select th e fil e and click on Open .
T ALKSWITCH C O NFIGURATION 6 7 2.3 V OICEMAIL This section deals with the intern al voicemail system included in TalkSwitch. TalkSwitch provid es three types of voicemail: • Local The mailbo x is associated with a local exten sion. By default, ea ch local extension has it s own v oice mailbox.
6 8 T A L K S W I T C H USER GUID E • NOR TH AMERICA Figu re 65: Mailbo x and m ode configur ation Load Greetin g (button) You can load a pre-record ed voicemail greeting from your PC to TalkSwitch. The file must be an 8KHz, 8-bit, mono, µ-law .wa v file.
T ALKSWITCH C O NFIGURATION 6 9 2. En ter t he r emote phon e number as it would n ormally be dialed from wher e the unit is lo cated. Example: If your remote phone number is 905-555-1111 and you dial 905-555-1111 to call your phone locall y, you would enter 905-555-1111 as the remote phone numbe r.
7 0 T A L K S W I T C H USER GUID E • NOR TH AMERICA This option is useful for ce ll phones where the cell ph one company plays a “subscriber not available” message instea d of a busy t one. Once t he cell phone is answered, TalkSwitch prompts you to respond to the incoming voicemail with or .
T ALKSWITCH C O NFIGURATION 7 1 2.3.2.2 Message waiting light Y ou can set a me ssag e waitin g light to in dicate when a messa ge has been receiv e d by an exten sion. Select the local e xtensions in y our system wh ere you wa nt the ligh t to flash when a messa ge arrives.
7 2 T A L K S W I T C H USER GUID E • NOR TH AMERICA Example 1: 1 unit: 8 local extensions (c an be a combination of analog and IP), 10 remote extensions and 10 general ma ilboxes with 4 e-mail notification addresses eac h (28 x 4 e-mails = 112). Example 2: 4 units on a LAN: 32 local exte nsions, 40 remote extensions and 10 general mailboxes.
T ALKSWITCH C O NFIGURATION 7 3 To add an e-mail addre ss: 1. Click Add . 2. En ter the name o f the recipien t of the e-mail notification. 3. En ter t he e-mail ad dress of the reci pien t of th e e-mail notification. 4. Click on e of the ra dio button s next to Attachm ent .
7 4 T A L K S W I T C H USER GUID E • NOR TH AMERICA Make sure you configure the E-mail Server Settin gs under Voicemail -> Global Settings. For more information, see 2.3.3 Global Settings . 2.3.3 Global Sett ings Figu re 73: Global Settin gs These settings allow you to fine-tune your voicemail system.
T ALKSWITCH C O NFIGURATION 7 5 2. En ter t he name of your Outgoin g e-mail server (SMTP). Example: mail.m ymailserv er .com 3. En ter an e-mail a ddr ess in the Fr om E-mail address fiel d . When e-mail noti fication s arriv e from th e sys tem, th is e-mail ad dress will sh ow up in the From fiel d.
7 6 T A L K S W I T C H USER GUID E • NOR TH AMERICA Global Message Waiting Indicator Click the ch eckbox n ext t o Global Message W aiting In dicator if you woul d like the Powe r / D a t a light on the T alkSwitch unit t o flash when you hav e voic email in an y T alkSwit ch voice mailbo x.
T ALKSWITCH C O NFIGURATION 7 7 Figur e 78: Mailbo x data Reset Mail boxes (button) All greetings, messages and settings for the selected mailbox(es) can be reset. Figur e 79: Reset Mail box es If you need to delete a password for a particular voice mailbox (i.
7 8 T A L K S W I T C H USER GUID E • NOR TH AMERICA Figu re 80: Delete th e passwor d of a voi ce mailbox 4. Click OK. 2.4 CAL L HANDLING 2.4.1 Modes You may want the u nit to handle calls differently depending on the time of the day, the day of the week or on ho lidays.
T ALKSWITCH C O NFIGURATION 7 9 Figur e 81: Mod es To set holiday mode: 3. Click th e checkbo x ne xt to Enable Holiday Mode . 4. Click Settin gs . a) Select the coun try in the drop-d own list ne xt to P opulate calendar with holidays observ ed in. S ee Figure 82 on pag e 79.
8 0 T A L K S W I T C H USER GUID E • NOR TH AMERICA Y ou can ch oose how in coming calls to an y T alkSwitch e xtension ar e routed during H oliday Mod e . Use the men u to select wh ether a call on a holiday will foll ow an extensio n‘s Mod e 1 or Mod e 2 call cascad e (routin g) settings .
T ALKSWITCH C O NFIGURATION 8 1 Figur e 83: Configurin g auto attendan t 5. Call ers who don‘t hav e a tou chton e phon e can be routed t o the receptionist at exten sion 114. 6. Set th e time from th e drop-d own list Aft er the auto Atten dant has finished playin g and n o selection has been made within (0–30 sec.
8 2 T A L K S W I T C H USER GUID E • NOR TH AMERICA 2.4.2.2 Rec ord, play or er ase auto att endant messag es Y ou can recor d an auto attendan t from an y local e xtension or rem ot e phon e usin g tou c ht one comman ds. 1. Pick up a l ocal extension or dial in to T alkSwitch fr om an external sour ce.
T ALKSWITCH C O NFIGURATION 8 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 professi onally recorded, make sure to s pecify that the fil es have to be 8KHz, 8bit, mono, a nd saved as a µ-law format .
8 4 T A L K S W I T C H USER GUID E • NOR TH AMERICA Figur e 87: Vi ew auto atten dan t time usa ge 2.4.2.3 Select routing options for eac h auto attendant The caller can select the single-dig it options 0, 1, 2, 3, 4 or 5. If the caller selects 0 th en: The 0 option is u sed to dir ect callers t o a receptionist.
T ALKSWITCH C O NFIGURATION 8 5 2.4.2.4 A utomati c fax det ection If a fax call is detected th en: TalkSwitch can automatically detect incoming faxes and route them to y our fax machine. To do this, the auto atte ndant must answer all incoming calls and listen for the CNG tone emitt ed by the incoming fax call.
8 6 T A L K S W I T C H USER GUID E • NOR TH AMERICA If you do not want to u se fax detection, have the unit perform no action. If you want automa tic fax detection, configure your in coming fax line to route faxes to extension 118.
T ALKSWITCH C O NFIGURATION 8 7 2.4.3 T elephone Lines This section describes how TalkSwitch handles incoming ca lls based on the incoming line and distinctive ring numbers. Configure incoming calls during mode 1, 2 and holiday mode Each incoming telephone line ha s to be set to answer incoming calls using one of the auto attendants.
8 8 T A L K S W I T C H USER GUID E • NOR TH AMERICA The other configuration options are described below. Ri ng E xt ens io ns on ly (no auto attendan t is play ed) If you don‘t w ant th e auto attendant t o a nsw er calls on this line , select this option .
T ALKSWITCH C O NFIGURATION 8 9 2.4.4 V oIP Numbers This section deals with how VoIP-enabled units handle incoming VoIP ca lls. For information on VoIP-enabled numbers, please refer to Chapter 5: V oIP Information on page 155. 1. Sel e ct a V oIP number to configur e .
9 0 T A L K S W I T C H USER GUID E • NOR TH AMERICA 2.4.5 Call C ascade 2.4.5.1 Local extensions The call cascade feature let s you control routing options for each call to local, remote or ring group extension s. This section shows how to configure th e incoming call cascade options for the local ext ensions.
T ALKSWITCH C O NFIGURATION 9 1 Figur e 90: Local ex tensi on call cascade If a call is transferred manua lly to a lo cal extension that is busy, TalkSwitch follows the call cascade options for that extension. There are four differe nt call cascade situa tions for local extensions.
9 2 T A L K S W I T C H USER GUID E • NOR TH AMERICA For more information on the se features, se e Using T alkSwitch on page 117 . 2. No A ns wer tab Select th e numb er of rin gs and sel ect one o f the actions .
T ALKSWITCH C O NFIGURATION 9 3 2.4.5.2 Remote extensions Remote extension call cascade works pr incipally t he same way as th e local extension call cascade. Please refer to 2.4.5.1 Local extension s on page 90 . In step 1, select Call Handling -> Remote Extensions .
9 4 T A L K S W I T C H USER GUID E • NOR TH AMERICA Select the n umber of rin gs and se lect on e of the action s. The a ction drop-d own list is the same as f or the Busy tab excep t that th e option play busy tone is re pl ac ed by ke ep r i ng in g and there is n o queue at ring gr oup option.
T ALKSWITCH C O NFIGURATION 9 5 2.4.5.3 Extension ring groups cal l casc ade Extension ring groups — call cascade is similar to loca l and remote call cascade. For more in formation, see 2.4.5.1 Local exten sions on page 90 and 2.4.5.2 Remote extension s on page 93.
9 6 T A L K S W I T C H USER GUID E • NOR TH AMERICA • go to auto atten dant • queue at rin g group •p l a y b u s y t o n e (example , if a fax machin e is at the exten sion) •h a n g u p • go to V oIP location For more information on the se features, se e Using T alkSwitch on page 117 .
T ALKSWITCH C O NFIGURATION 9 7 2.4.5.4 Call cascade example s If my extension is busy Figur e 93: Exampl e 1 — Extensi on busy If I am away from my desk Figur e 94: Exampl e 2 — Aw ay from th e d.
9 8 T A L K S W I T C H USER GUID E • NOR TH AMERICA If I don’t want to be dist urbed (only loca l extensions) Figur e 96: Example 4 — Do n ot disturb 2.5 CALL BAC K/CALL BRIDGE Call Back and Call Bridge work t ogether as your personal lon g-distance operator.
T ALKSWITCH C O NFIGURATION 9 9 2. Let th e line rin g at least once , but no more than three times an d h ang up. Make sure ther e is no auto attendant configur ed to answ er after less th an 3 r ings on th is line. 3. Wi thin less than 10 secon d s, T alkSwitch will dial you r auto call ba ck number .
1 0 0 T A L K S W I T C H USER GUIDE • NO RTH AMER ICA 3. Click th e checkbox n ext to Ac tivate A uto Call Back 1. In the field Number to call back : , enter the call back n umber exactly as you w ould normally dial the number . Do not enter a line h unt gr oup in the dialing strin g.
T ALKSWITCH C O NFIGURATION 1 01 6. In th e field ne xt to Number used to trigger Auto Call Back: , en ter th e hom e/office number that you will call t o trigger th e auto call back. The drop-d own list all ows you t o select any o f the telephon e lines connected to yo ur u ni t.
1 0 2 T A L K S W I T C H USER GUIDE • NO RTH AMER ICA 2.5.2 Prompt ed call bac k Prompted call back works much the same way as auto call back, except that you can change the call back number remotely. The call back numb er is stored in TalkSwitch until you change it.
T ALKSWITCH C O NFIGURATION 1 03 Accessing and using prompted call back from a telephone 1. Dial y our office telephone n umber . 2. A t t he auto attendan t, dial 6 to access the cal l back settin gs . 3. F ollow th e prompts . a) Enter the teleph one n umber wher e you woul d like T alkSwitch to call you .
1 0 4 T A L K S W I T C H USER GUIDE • NO RTH AMER ICA Figu re 102: Activa ting call bri dge How to use call bridge: 1. Call in to th e sy stem from an y out-of-o ffice telephon e . 2. A t t he auto attendan t messag e, dial a hunt group y ou are authorized to use (9 is d efaul t).
T ALKSWITCH C O NFIGURATION 1 05 2.6 OPTIONS 2.6.1 Permis sions You can grant permissions to selected extensions to access outside lines. To add permissions for users: 1. Sel e ct Options -> P ermissions. 2. Click in th e checkbo xes n ext t o the e xtensions that ar e permitted access.
1 0 6 T A L K S W I T C H USER GUIDE • NO RTH AMER ICA Figu re 105: Ad d user 4. Sel ect a user fron th e list or enter the name o f the user in the Nam e: field. 5. A ssign a unique 4- to 8- digit access cod e in the Access Code: fiel d. To remove a user from the permissions list: 1.
T ALKSWITCH C O NFIGURATION 1 07 2.6.2 Audio C ontrols This section deals with the adjustment of volume and system gain controls. All the controls on this page updat e the unit in real time. This allows you to adjust levels duri ng a conversation without having to first s ave the configuration to the unit.
1 0 8 T A L K S W I T C H USER GUIDE • NO RTH AMER ICA 2.6.3 T ransfer Options This section describes the TalkSwitch actions when calls are transferred manually.
T ALKSWITCH C O NFIGURATION 1 09 Example: You receive a call on a phone in your home that is not a TalkSwitch exte nsion and you wa nt to transfe r the caller to rem ote extension 215. You dia l , wait for the double beep, dial 215 and hang up. TalkSwitch now handles the call.
1 1 0 T A L K S W I T C H USER GUIDE • NO RTH AMER ICA 2.6.4 Misc ellaneous All of the following options affect Ta lkSwitch as a syst em. Adjust them according to your needs.
T ALKSWITCH C O NFIGURATION 1 11 Setting up TalkSwitch behind an existing PBX 1. Conn ect the PBX exten sion to one o f the T alkSwitch lin e jacks . Y ou may do this with all your T a lkSwitch lines (1 PBX extension per line) depen ding upon h ow many aut o attendant ports y ou would like on the PBX.
1 1 2 T A L K S W I T C H USER GUIDE • NO RTH AMER ICA Other options include: • V oice mail Screenin g (used in a h ome environmen t ) • Demo with a router (used f or dem o nstr ating the produ .
T ALKSWITCH C O NFIGURATION 1 13 Tr ansmitted Flash length : This option control s the tran smit ted flash length fr om T alkSwitch to th e teleph one compan y lines.
1 1 4 T A L K S W I T C H USER GUIDE • NO RTH AMER ICA 1. With th e current setting, call ers can dial an y local extension or r emote ext e ns io n o r r i ng gr ou p , as lo ng a s t he s e co nd d ig i t is p re s se d wi t h in 1 . 5 seconds o f pressin g the first digit.
T ALKSWITCH C O NFIGURATION 1 15 Figur e 111: T roubleshoo ting advan ced Line CPC/Disconnect Clear If calls are accidentally disconnected in mid conversat ion, it usually indicates a problem wi th the te lephone line. TalkSwitch is always looking for a hang-up signal, called a CPC or Di sconnect Clear signal, from the phone company.
1 1 6 T A L K S W I T C H USER GUIDE • NO RTH AMER ICA Vo I P Po r t s IP Sign alling P ort : The d efault IP signal ling port is 5060. If you n eed to choose an other port, en ter a value betw een 1024 and 16556. Starting RTP P ort : The starting RTP port for T alkSwitch is 6000.
USING TALKSWITCH 117 CHA PT E R 3 CHAPTER 3: USING T ALKSWITCH USING T A LK SW I TCH 3.1 IN THE OFFIC E — R ECEIVING C ALLS WITH OR WITHOUT THE AUTO AT TENDANT 3.1.1 Rec eiving calls using the auto at tendant If you don’t have a recept ionist, the auto attendan t helps you handle all your inbound calls.
1 1 8 T A L K S W I T C H USER GUIDE • NORTH AMERICA All these features can be password-protected to avoid unauthorized access. TalkSwitch also provides the option of ringing specific extensions or ring groups prior to th e engagement of an au to attendan t.
USING T ALKSWITCH 11 9 Place out-of-office calls from a local extension 1. Pr ess 9 or 81 – 88 to ch oose a h unt gr oup at the in ternal dial ton e. This hun t group gives you a ccess to an available lin e to dial out. 2. If y our system r equires perm ission s f or outgoing call s, enter your access cod e.
1 2 0 T A L K S W I T C H USER GUIDE • NORTH AMERICA You can intercept a ca ll that is ri nging at any other local exte nsion. 1. Pick up your hand set. 2. A t the T alkSwitch internal dial ton e , dial 9 . This routes th e call to your l ocal exten sion.
USING T ALKSWITCH 12 1 Answ er setting, or if th e extension is bus y , one of th e foll owing will happen: 3.2.4.2 Screened transfer You can initiate a screened tran sfer fr om a local extension to another local extension, remote extension or ex tension ring group.
1 2 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA 4. Pr ess Flash 4 to compl ete the tr ansfer . Do not ha ng up to compl ete the tran sfer because this disconnect s the call.
USING T ALKSWITCH 12 3 3.2.6.3 Using call park with the paging opt ion If the external pa ging option i s enab led on TalkSwitch, you may choose to announce a parke d call over the PA system by pressing 0 .
1 2 4 T A L K S W I T C H USER GUIDE • NORTH AMERICA “The extension you have reached is curr ently busy. If you wish to continue holding, please remain on the line.
USING T ALKSWITCH 12 5 When the dialed local exte nsion is bu sy, the caller hears ringing or music depending on the settings. If the phone supports call waiting caller ID (type II signaling), you hear a beep followed by a short blip. Depend ing on your phone, you may hear something similar to a modem noise.
1 2 6 T A L K S W I T C H USER GUIDE • NORTH AMERICA 2. Pla c e the out side call er on hol d and dial the number of th e other out side party . Dial 9 or another h unt group befor e dialing the second phon e number unless y ou have Dir ect Line Access enabled.
USING T ALKSWITCH 12 7 Place out-of-office calls from a local extension 1. Dial 9 or 81 – 88 to ch oose a hun t group and dial th e phone n umber . 2. Depen ding on your IP phon e , press Dial, Send or . You can set restrictions to specific hu nt groups or block certain types of outbound calls.
1 2 8 T A L K S W I T C H USER GUIDE • NORTH AMERICA 5. T o connect to th e second call er , press Dial, Send or dependin g on your ph one . 6. On ce you are finish ed with the second call o r would like to retur n to the first call er , press Cancel (softk ey).
USING T ALKSWITCH 12 9 1. Pr ess Transfer or xfer t o put the caller on h old. 2. Dial th e appropriate exten sion number . a) If the per son at the r eceiving exten sion wishes t o ta ke th e call, press Tr ansfer or xfer to complete th e tran sfer .
1 3 0 T A L K S W I T C H USER GUIDE • NORTH AMERICA 3.3.4 Call park — P arking and retrieving caller s Call park is a feature for placing a call on hold and then retr ieving it from any other local extension. Talk Switch has 10 park orbits, 500–509.
USING T ALKSWITCH 13 1 on analog and IP phones except for th e slight differences outlined in the next paragraph. Some IP phones display a notification on the screen while the ca ller is on hold at your extension. If you want to rotate through queu ed callers while you are on the phone, dial 7 and press Dial, Send or .
1 3 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA 2. Pr ess Conf or Hold to place the out s ide call er on hold. Dial the l ocal exten sion you wish to conferen ce with. 3. Wh en the exten sion answ ers, pr es s Conf to establish the 3-w ay call.
USING T ALKSWITCH 13 3 Example: You have 3 branch locations (New York, Miami, San Jose) , all with TalkSwitch 48-CVA units. Location 1: New Y ork Phon e numbers assign ed to 4 V oIP lines: 250-261 (12.
1 3 4 T A L K S W I T C H USER GUIDE • NORTH AMERICA . After you hear 2 beeps, dial the extension and h ang up. You cannot announce a caller to the tran sfe rred extension but if you stay on the line, you are in a conference call st a te. You can hang up at any time.
USING T ALKSWITCH 13 5 If your m odem has pr oblem s dialing out, use a comma (,) to create a 2 second pause in stead of th e w (wait f or dial to ne). 3.7 OUT OF THE OFFIC E — R ECEIVING C A LLS WITH CAL L FORWARDING (ANALOG AND IP) 3.7.1 Three ways to forwar d calls 1.
1 3 6 T A L K S W I T C H USER GUIDE • NORTH AMERICA 3.7.2 T ransferring cal ls from a remote ext ension You can forward calls to a remote ext e nsion without using Centrex or 3-way calling ser vices. Calls can be t ransferred to any local or remote e xtension, ring group or voice mailbox.
USING T ALKSWITCH 13 7 forward, you have a call from...” and plays the record ing of the caller’ s name. To accept the forwarded call , press on your telephone keypad, re-route the call to its call screen ing call cascade options by pressing .
1 3 8 T A L K S W I T C H USER GUIDE • NORTH AMERICA Receiving calls Once the phone or gateway is registered with the TalkSwitch IP server, calls are received directly from other regist ered gateways or through the system. 1. If th e ca ll is routed via T alkSwitch , you can tran sfer the caller dialin g and an y extension or v oice mailbox.
USING T ALKSWITCH 13 9 Callers can reach voice ma ilboxes, call cascad e, be transferred from a local extension or have an nouncements play ed through the au to attendant. To leave a message from a re gular local extension: 1. Dial and th e mailbox number .
1 4 0 T A L K S W I T C H USER GUIDE • NORTH AMERICA When a new message is left in a loca l extension mailbox, TalkSwitch plays a stutter dial tone when the handset is picked up. If the phone supports a frequ en cy-s hift key ing (FSK) message waiting indicator, the light flashes.
USING T ALKSWITCH 14 1 def ault greetin g is: “The extension you hav e reach ed is unav ailable at this time . Please leav e a message after the tone” .
1 4 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA To record an announcement, access a voice mailbox and select option 2 to change greeting options as described in 3.8.2 Retrieving messages and accessing a v oice mailbox on page 139. To load a pre-recorded a nnouncement or to configure 0 as an option to be selected , see 2.
USING T ALKSWITCH 14 3 3.10 MODE SWITC HING OPTIONS Manual mode switching Use telephon e keypad commands at a local extension or at the auto attendant to s witch modes. 1. Dial at the local e xtension dial ton e or at the auto attendan t to ent er co mm a nd mo de.
1 4 4 T A L K S W I T C H USER GUIDE • NORTH AMERICA 3.11 OUT OF THE OFFIC E — MAKING CALLS WITH CALL BAC K AND CALL BRIDGE Working together, call back and call bridge act as your personal long-distance operator. Whet her you ar e across town or around t he world, these two feat ures allow you to plac e calls from your office telephone line(s).
USING T ALKSWITCH 14 5 The call bridge tele phone number you dial can be local, long-distance, t oll free (800 and 888) or in ternational. Enter the te lephone number as you would in your office. For lon g-distance calls, include the 1, country code and area code.
1 4 6 T A L K S W I T C H USER GUIDE • NORTH AMERICA 2. U sing auto call ba ck activ ation from y our out-of-o ffice location: a) Dial one o f the call back tel ephone number s tha t has been con figured for aut o call back a ctivation. b) Let the line rin g at least once but no m o re than three times an d h ang up before the call is an swer ed.
C A L L D E T A I L R E C O R D ( C D R ) L O G G I N G 1 4 7 CHA PTE R 4 CHAPTER 4: CALL DETAI L RECORD (CDR) L OGGING C ALL DET AIL R EC OR D (CDR) L OGGING This chapter cove rs the set up and re trieval of records generated by calls through the phone syste m.
1 4 8 T A L K S W I T C H USER GUIDE • NORTH AMERICA 4. File -> Save to T alkSwitch Figure 113: Save settings When storing the CDR to a file on TalkSwitch, approximately 6000 records are stored in a circu lar buffer. This means th at after abou t 6000 reco rds, the oldest ones will be deleted and new ones are created.
CAL L DE T AI L RE CORD ( CD R ) LO G GI N G 14 9 Figur e 114: Log in wind ow 3. Click on th e link Call Detail Record (CDR) Management. Figur e 115: Initial CDR web in terface 4. Y ou may either righ t click on Download CDR to sav e the information to your PC or left click on th e link to view the curren t information.
1 5 0 T A L K S W I T C H USER GUIDE • NORTH AMERICA Figure 117: CDR web interface 4.2.2 Seri al interf ac e — R e al-time to Serial P or t In order to capture the data in a real-time environment you r PC has to be connected to TalkSwitch unit ID 1 with a serial cable.
CAL L DE T AI L RE CORD ( CD R ) LO G GI N G 15 1 Figur e 119: Conne cting... 4. Set th e bits per second t o 57600 and click OK . All other v alues can be left at their d efaults. Figur e 120: COM1 pr operties 5. Click on T ransfer -> Capture T ext.
1 5 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA 4.3 ANALYZING THE DATA The data can be viewed eit her through the web inte rface or downloaded into a spreadsheet (e.
CAL L DE T AI L RE CORD ( CD R ) LO G GI N G 15 3 6. Duration — This column indicates the total time the call was in this state/even t. 7. Connection — This column indicates where the call was f or each ev ent. This inclu des auto attendan ts, v oicemail, extens ion rin ging o r queuing.
1 5 4 T A L K S W I T C H USER GUIDE • NORTH AMERICA 13. PIN or U ser Code — T h i s c o lu m n s h ows t h e us e r ’s ac c e s s c o de t o di al o u t usin g a specific carrier . The d ata can be imported in to an y call mana gem ent so ftware o r an Ex cel spreadsh ee t as a delimited text file .
VOIP IN FORMA TION 1 55 CHA PTE R 5 CHAPTER 5: V OIP INFORMATION V OIP INFORMATION 5.1 INTRODUCTION TO V OIP TalkSwitch units can be hybrid PSTN /VoIP phone systems. The addition of VoIP to the TalkSwitch product line ad ds the ability to us e a broadband IP connection for voice calls.
156 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A 5.2 OPTIMIZING Y OUR IP NETWORK FOR V OIP 5.2.1 The broadband c onnection Figu re 122: Broadban d For optimal quality of VoIP calls on your system, we recommend that you subscribe to a high-speed broadband connection from your service provider.
VOIP INFORMATION 1 57 In a typical small office environment, there are several computers connected to an Ethernet switch, sometimes inte gr ated into a router. A router handles the connection betwee n two or more IP networks. Routers look a t the destination IP addresses of the pack ets passing through and rout them accordingly.
158 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A network. ‘Lite’ broadba nd connections are not suitable for simultaneous voice and data traffic. To test the VoIP call capaci ty base d on your Internet connection speed, perform the test availa ble on our website at: www.
VOIP INFORMATION 1 59 Prioritize your voice traffic If your Internet conne ction is shared between computers an d TalkSwitch (i.e. data and voice), it is critica l that the voice traffic has pri ority over the data traffic. Many route rs support Quality of Service (QoS) routing for this purpose.
160 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A Figu re 125: Multi-loc ation n etwork with V oIP calling 5.3.2 Select which T alkSwitch t o use as the SIP network server A multi-location SIP network requires a SIP server to manage calls across the network.
VOIP INFORMATION 1 61 If you do not have a static IP addr ess, you can obtain a Fully Qual ified Domain Name (FQDN) from a Dynamic Domain Name Service (DDNS) provider. A DDNS matches your dynamic IP addr esses to your FQDN, so that your TalkSwitch VoIP network operation is not affected by IP address changes.
162 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A Figur e 126: T alkSwitch network configu rati on 5.4 V OIP C ONFIGURATION 5.4.1 C onfigu re T alkSwitch IP addr esses Each TalkSwitch system in a multi-l ocation network mus t be configured with both local IP and public IP address in formation.
VOIP INFORMATION 1 63 correct IP information. Click Use th e follo wing IP and DNS information to ‘lock in’ th ese settings an d e nsur e the y are saved as th e sy stem IP settings . 4. If th e location does not hav e a DHCP server , the System IP Setting s fields will not be fi lled in.
164 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A 2. If this T alkSwitch s ystem will a ct as th e SIP server f or a netw ork and has a dynamic Public IP a ddr ess, en ter the Fully Quali fied Domain Name (FQDN) associated with the Public IP addr ess.
VOIP INFORMATION 1 65 TalkSwitch Profil e tab Use this tab to confi gure a TalkSwitch VoIP networ k. TalkSwitch has a built-in IP server pro xy/registrar/redirect. This facilitates the configuration and maint enance for multi- branch and telework applications.
166 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A Outbound Pr oxy: If T alkSwitch is being pr ovisioned w ith a V oIP service prov ider , enter th e outbound pr oxy associated with the service provid er . Realm/Doma in: If this location is the pr oxy/registr ar , you can assign a realm/d omain name f or your n etwork.
VOIP INFORMATION 1 67 Maximum nu mber of V oIP lines for outgoin g calls: The maxim um number o f V oIP number s availabl e is determined b y how man y lines are av ailable (shared) with th e T alkSwitch V oIP network.
168 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A Figur e 131: Registrar en tries View Registration Status (button) Click this button to see if this syst em is register ed with th e designa ted SIP server. A windo w opens listin g all register ed sy stem V oIP phon e number s.
VOIP INFORMATION 1 69 Informat ion in those d ocument s should be used in stead of this guide . If ther e is no configuration guide f or your service pro vider , follo w the instructions bel ow . Figur e 133: Servi ce Provi der pro file Service Pr ovider N ame: Enter th e name for y our V oIP service provid er .
170 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A Realm/Doma in: Enter th e realm/d omain (if requir ed) associated with the service pro vider . VoIP Lines The descriptions for th e VoIP lines unde r the TalkSwitch Provid er Profile tab below are the same as described in Vo I P L i n e s on page 166.
VOIP INFORMATION 1 71 3. Ensure tha t you h ave at lea st one l i ne hun t group configur ed (i.e . 88) t o Line T ype: T alkSwitch V oIP Numbers . 4. Call ers can no w dial 88 fr om an y exten sion to g et a V oIP dial tone an d then enter 4004 to rea ch the V oIP location.
172 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A keep track of all phone numbers assi gned to each location to prevent duplicate numbers in multiple locat ions. We recommend that you use the numbers 250–299. It will facilitate calling from extensions and auto attendants.
VOIP INFORMATION 1 73 • F or Play auto attendant , sel ect which auto attendant to play (f or exampl e , 1), the number o f rings to tak e place befor e t he auto atten dant answ ers (f or exampl e , after 2 ring s), and the e xt ension s to rin g befor e the auto atten dant answ ers .
174 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A 4. En ter the U ser/Accoun t information an d P assword f or this particular phon e number .
VOIP INFORMATION 1 75 can support. Good quality V oIP is not possibl e ov er a dial-up mod em connection. • Choose the r ight codec for y our location 1. T he de fa ul t c ode c is G.729 (8 Kbps ) , usin g appro ximately 25 Kbps bandwidth upstr eam and 25 Kbps bandwidth d ownstr eam for eac h call.
176 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A The IETF’s philosophy is si mplicity: specify only what you need to specify. IP just initiates, terminates and modifies se ssio ns . I n t hi s gui d e, th e t er m I P i s often used in place of VoIP.
VOIP INFORMATION 1 77 address, it will not work. In stead, you must provide your real/public IP address. What is NAT and how does it affect VoIP? Network Address Translation (NAT) allo ws multiple devices to share the same external IP address to access resources on the Internet.
178 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A When you first set up your VoIP device (TalkSwitch 48-CVA unit, gateway or phone), it will register itself with the TalkSwitch 48-CVA that is configured as the IP server so t hat calls can be directe d to your location.
VOIP INFORMATION 1 79 TalkSwitch has the technology that help s 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.
180 T ALK SW ITCH U S E R G U I D E • N O R T H A M E R I C A 5.6 V OIP NETWORK ADMINISTRATION FORM Use this form to keep track of p hone numbers a ssigned to u nits that ar e part of a TalkSwitch VoIP network.
T ROUBLESHOOT ING AND SUPP ORT 181 CHAP TER 6 T R OUBLESHOOTIN G AND SUPPO R T 6.1 T ROUBLESHOOTIN G Solutions to the following problem s are described in this chapter: • Pr oblem s that may occur d.
1 8 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA 2. Y ou cannot configur e T alkSwitch u sing tou cht one k eypad com mands while th e T alkSwitch configur ation sof twar e is open.
T ROUBLESHOOTING AND S UPPORT 183 The auto attendant is transferring calls to the wrong extension. • Ch eck if the e xtension ja cks o f your de vices (phones , faxes) ar e plugged int o the correspon ding ja cks on the T alkSwitch back pan el (i.e .
1 8 4 T A L K S W I T C H USER GUIDE • NORTH AMERICA I’m unable to place intercom calls from a local extension. • If the l oca l exten sion has been set up for Direct Line Access to yo ur teleph one lin e s, y ou need t o press Flash on an anal og phon e, or on a IP phone , before in tercom callin g .
T ROUBLESHOOTING AND S UPPORT 185 My PC (internal or external) modem cannot dial out. • If Dir ect Line Access to te leph one line s is no t enabl ed on th e exte nsion wher e your mod e m is connected, you will have to in clud e a line hun t group p refix ( 9 or 81 - 88 ) bef ore the di aling the m odem n umber .
1 8 6 T A L K S W I T C H USER GUIDE • NORTH AMERICA assigned. F ollow th e instruction s. Y ou can dial 00 to c hec k t he unit ID of the unit y ou are connected t o. Click t he System I nformation link in the T a lkSwitch configuration softwar e. After recording an auto attendan t greeting, I can’t play it back.
T ROUBLESHOOTING AND S UPPORT 187 Problems that may occur with VoIP I hear a re-order tone when I try to dial a VoIP location. • Confirm the n umber dialed is actually part of th e V oIP group (i.e. register ed with the sam e pro xy/registr ar server as your T alkSwitch CV A, IP gatew ay or IP phon e is register ed with.
1 8 8 T A L K S W I T C H USER GUIDE • NORTH AMERICA 3. Call a technical support specialist at T alkSwitch: 1-866-393-9960 (contin ental North Am erica) or 613-725 -2466 week days betw een 9:00 a.m. and 8:0 0 p.m. EST . Please have the following information available when you call: a) Y our e-mail ad dress an d telephon e number .
APPENDIX A 1 89 About functions and command s The following tables list numbers, fu nctions and comman ds you can enter. The first part lis ts all the possibl e analog, IP, remote and ring group extensions as well as VoIP numbers and genera l voice mailbox numbers.
1 9 0 T A L K S W I T C H USER GUIDE • NORTH AMERICA Functions you can access fr om local extensions Keys Function performed Flash/Hold If y ou are conn ected t o a calle r , Flash/Hold puts the call on hol d and y ou hear th e internal dial ton e.
APPENDIX A 191 510 P arks a call automatically in the first availabl e parking spot, starting at 500. Press Flash/Ho ld and 510 to place a call er in the n ext av ailabl e parking spot ( park orbit). 500–509 Retrieves a park ed call. Dial from a local extension to pick up a parked call.
1 9 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA Functions you can access fr om outside phones The list below shows th e digits you can dial after the auto attendant answers. Keys Function performed 0 P e rform s the action defin ed in the auto attendant configuration (se e 2.
APPENDIX B 193 Many of the calling services offere d by your local telephone company are compatible with and enhanced by TalkSwitch’s capabilities. Caller ID (Call Display) — Displays the telephone nu mber and name associated with an incoming call.
194 T ALKSWIT CH USER GUIDE • NORTH AMERICA The TalkSwitch distinctive ring call rout ing features can be used in a number of ways: • Routin g fax/mod em calls • Routin g voice messagin g • Se.
APPEND IX B 195 group, regardless of the starting p oint. (It will only circle once through the hunt group). TalkSwitch has the same functionality av ailable on all lines and can work in conjunction with the hunt and rollover services. Call Hold and Flash TalkSwitch detects Flash from regular phones t o put calls on hold.
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APPENDIX C 197 TalkSwitch settings and configurations In the event of a power failure, your TalkSwit ch settings a nd configurat ions will not be lost.
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APPENDIX D 1 99 Safety precautions Before using TalkSwit ch, please review and ensure the following safety instructions are adhered to: 1. R ead, foll ow and r etain instruct ions — All safety an d operating ins tr uc ti ons s hou ld be re ad, fo llowe d and re ta ine d for f ut u re re fe re nce befo re oper ating th e equipmen t.
2 0 0 T A L K S W I T C H USER GUIDE • NORTH AMERICA 7. Dama ge requiring service — Do n ot attempt to service the T alkSwitch your self. Unplug T alkSwitch an d refer servicing t o a licensed technician when: • Th e plug or pow er cord has been damag ed.
APPENDIX D 201 ACTA TIA/EIA/IS-9 68A, FCC Part 68 and IC CS-03 Notice: The Industry Canada label iden tifies certified equipment. Th is certification means th at the e quipment meets telecommunicat io.
2 0 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA Service If you are experiencing difficulty wi th your Model: CT-TS001.1 telephone equipment, please contact your rese ller for repair and/or wa rranty information. See Appendix E: TalkSwitch One-Year Limited Warranty and Return Po licy for more information.
APPENDIX E 203 TalkSwitch, a division of Centrepoin t Technologies Inc. (“TalkSwitch”) warrants to th e original end-u ser customer (“Customer”) th at each new TalkSwitch product shall be subs.
204 T ALKSWIT CH USER GUIDE • NORTH AMERICA TalkSwitch shall not have any obligatio n to repair or replace product until the Customer retu rns defective product to Ta lkSwitch. Any replacem ent product may be either new or like-ne w, and may contain rem anufactured parts, equivalent to ne w in performance.
APPENDIX E 205 To obtain warranty service, products mu st be sent to your reseller or a service facility designated by TalkSwi t ch. The original end-user purchas er shall pay all shipping charges, duties and taxes for products sent to TalkSwitch for warranty service.
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APPENDIX F 207 VoIP features (models with VoIP trunks only) • Embed ded SIP serv er and us er ag ents • Int eg ra te d re g is tra r • Can use e xternal SIP servers as requir ed •R T P • G.
208 T ALKSWIT CH USER GUIDE • NORTH AMERICA Regulatory Approvals ACTA TIA/EIA/IS-968A and FCC Part 68, Industry Canada CS-03, FCC Part 15B, Industry Canada ICES-003.
APPENDIX G 209 TalkSwitch copyright © 2006 — All Rights reserved. TalkSwitch is a division of Centrepoint Technologies Inc. TalkSwitch software is protected un der cop yright law and international treaties.
210 T ALKSWIT CH USER GUIDE • NORTH AMERICA • R edistribution s of sour ce code m ust retain th e above cop yright no tice , this list of con ditions and th e foll owing disclaim er .
APPEND IX G 2 11 D) Copyright © 1991-1992, RSA Data Security, Inc. Created 1991. All rights reserved. License to copy and use this software is granted provided that it is ide ntified as the “RSA Data Secu rity, Inc. MD5 Message-Dige st Algorithm” in all mat erial mentioning or referencing t his software or this function.
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APPENDIX H 213 Basic residential phone wiring Looped wiring Loop wiring is common in most residential houses. The demarca tion point (see page 2) breaks the incoming phon e lines into ‘loo ps’ that can run t he length of the e ntire house, but ar e often broken into sma ller loops that serve differe nt areas of the ho use.
214 T ALKSWIT CH USER GUIDE • NORTH AMERICA Depending on how th e jack is wired, the phone can be plugged into Line 1, Line 2, or both. Single-line wiring For a single in coming phone line, all phones in the buildi ng will usua lly be wired using the RED and GREEN wires of the phone cord.
APPEND IX H 215 Home and home office wiring options prior to adding TalkSwitch All phones are connected together in a single loop (or in multiple loops) The phones are a ll wired to Line 1. If you have two or more incoming lines, the phones can be wired to Line 1, Li ne 2 or even both lines for dual line phones.
216 T ALKSWIT CH USER GUIDE • NORTH AMERICA Connecting to phone lines U sing one phone line single-line phone cord — 2 pins U sing tw o phone lines wall jac k to single-line phone cords — 2 pins.
APPEND IX H 217 OPTION 2 — TalkSwitch controls incoming lines and phones Advantages • H ome ph one s ystem an d office phon e sy stem are in tegrated tog ether .
218 T ALKSWIT CH USER GUIDE • NORTH AMERICA 1. A dd an extension bl ock ne xt to th e pre vious d emarcation point. 2. T ake the pre vious hou se loop wirin g and conn ect them to th e four posts of th e exten sion block. 3. U se an RJ-11 (single lin e) to connect fr om the T alkSwitch.
APPEND IX H 219 D E 111 112 113 114 114 114 Connecting to TalkSwitch LAN MUSIC PA E1 E2 E3 E4 E5 E6 E7 E8 L2 USB SERIAL POWER L4 L3/L4 L1/L2 PF Connec ting t o T a lkSwit ch From de marcati on point, .
220 T ALKSWIT CH USER GUIDE • NORTH AMERICA 1. U se dual-line ph one cabl e to conn ect from the d emarcation poi nt t o T alkSwitch . Y ou will need t o purchase th e dual-line ph one cabl e (available at m ost hardwar e stor es) or wire it and crimp it your self.
GLOS SARY 2 2 1 Star/asterisk sign The char acter at the bott om left of y our tou cht one telephon e number pad. Number/pound sign The chara c ter at the bottom righ t of your t ouch ton e telephon e number pad. 3-way calling/con ferenc e call Conn ecting thr ee parties tog ether f or one tel eph one co nve rsat ion.
2 2 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA incomin g call on a tel ephon e line that is alrea dy in use . Call wait ing all ows you t o toggle fr om one caller t o the oth er . Centre x/Plexar Centr al office ex change service . The teleph one compan y offers PBX features on a ‘pay-per-servi ce’ basis.
G L O S S A R Y 223 digital signals f or data stor ag e or transm ission over digi tal lines . The digital signal is converted back t o analog w aves that you can h ear .
2 2 4 T A L K S W I T C H USER GUIDE • NORTH AMERICA Icon A small picture repr es entin g a progr am, an action or a feature in the configuration so ftware . When y ou click on an icon, the pr ogram , action or feature is a ctivated. IETF Intern et Engineerin g T ask For ce .
G L O S S A R Y 225 Line 1, 2, 3, or 4 A ja ck or plug-in on th e back pane l of T alkSwitch which can a ccept an RJ-11 plug from a tel e phon e line or PBX s ystem. Y ou can plug in a single-lin e teleph one cable int o this jack and it becom es a usabl e T alkSwitch line .
2 2 6 T A L K S W I T C H USER GUIDE • NORTH AMERICA Prom pt Recor ded in structions play ed to a call er by T alkSwitch. Prompt s are also used to pr ovide instr uction s when you configur e T alkSwitch u sing a telephon e ke ypad. PSTN Public Switched T elephone N etwork .
G L O S S A R Y 227 SIP Session Initiation Protocol . A signalin g prot ocol, de velop e d by the Int e rne t engin eering task for ce (IETF). SIP server A server u sing the SIP prot ocol to manag e calls between SIP d evices. Serial port Serial port s are ph ysical plug-in s.
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IN D EX 2 29 A Admi nistr ation sy s tem passwor d 35 Anno un ce ments configurin g 67, 78 rec ord i ng 14 1 Au dio controls 107 exten sions 107 lines 107 Aut o attendant 80 ad ding an d configurin g 80 ad ditional fea tures 86 automatic f ax detection 85 erasing m es sag es 83 loa ding m essages 83 receivin g calls with.
230 T ALKSWIT CH USER GUIDE • NORTH AMERICA Call tran sfer configuring tr ansfer option s 108 from a re mote exten sion 60 from an anal og exten sion 120 same lin e connect 59 scr eened t ran sfer 1.
IND EX 231 L Line h unt gr oups 42 Local area n etwork 157 connectin g 9 IP configuratio n 37 LAN connect or 4 netw orkin g units 21 optimizing f or V oIP 156 optimizing th e system 25 router/N A T/fi.
Een belangrijk punt na aankoop van elk apparaat Talkswitch 48-CA/CVA (of zelfs voordat je het koopt) is om de handleiding te lezen. Dit moeten wij doen vanwege een paar simpele redenen:
Als u nog geen Talkswitch 48-CA/CVA heb gekocht dan nu is een goed moment om kennis te maken met de basisgegevens van het product. Eerst kijk dan naar de eerste pagina\'s van de handleiding, die je hierboven vindt. Je moet daar de belangrijkste technische gegevens Talkswitch 48-CA/CVA vinden. Op dit manier kan je controleren of het apparaat aan jouw behoeften voldoet. Op de volgende pagina's van de handleiding Talkswitch 48-CA/CVA leer je over alle kenmerken van het product en krijg je informatie over de werking. De informatie die je over Talkswitch 48-CA/CVA krijgt, zal je zeker helpen om een besluit over de aankoop te nemen.
In een situatie waarin je al een beziter van Talkswitch 48-CA/CVA bent, maar toch heb je de instructies niet gelezen, moet je het doen voor de hierboven beschreven redenen. Je zult dan weten of je goed de alle beschikbare functies heb gebruikt, en of je fouten heb gemaakt die het leven van de Talkswitch 48-CA/CVA kunnen verkorten.
Maar de belangrijkste taak van de handleiding is om de gebruiker bij het oplossen van problemen te helpen met Talkswitch 48-CA/CVA . Bijna altijd, zal je daar het vinden Troubleshooting met de meest voorkomende storingen en defecten #MANUAl# samen met de instructies over hun opplosinge. Zelfs als je zelf niet kan om het probleem op te lossen, zal de instructie je de weg wijzen naar verdere andere procedure, bijv. door contact met de klantenservice of het dichtstbijzijnde servicecentrum.
