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ANS WERS WITH INTEL LIGENC E ® T ALK SWIT CH U SER GUIDE T AL KS WIT CH 24 -CA T AL KS WIT 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 Copy right 2006 — All Right s Reserv ed. T alkSwit ch is a division o f Centr epoint T echnol ogies Inc . T alkSwitch an d Appello® ar e r egistered tra demark s of Centrepoin t T echn ologies In c.
TA B L E O F CO 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 ONTENT S 1.8.1 Connecting incoming telephon e lines . . . . . . . . . . . . . . . . . . . . . . . . . 16 1.8.2 Connecting local extension telephones and other devi ces . . . . . . . . . 16 1.8.2.1 Connecting a regular si ngle-line telephone .
T ABLE OF C ONTENT 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 ONTENT S 3.1.2 Receiving calls without t he auto attendant . . . . . . . . . . . . . . . . . . . . 118 3.2 In the Office — Maki ng and receiving ca lls using an analog phone . . . . . . . . 118 3.2.1 Making calls from a local extension withou t direct line access .
T ABLE OF C ONTENT 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 ONTEN TS 5.5 FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 5.6 VoIP network administration form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
PREFACE VI I PRE FA CE WHAT’ S IN THIS GUIDE? The T a lkSwitch User Guide contain s all the inf o rmation you n eed, wheth er you ar e installin g a singl e T alkSwit ch unit or mul tiple V oIP enabled unit s.
V I I I T A L K S W I T C H USER GU IDE • NO RTH AM ERICA If you ar e installing a singl e, non-V oIP , T alkSwitch unit, an yon e with basic computer s kill s can use th e T alkSwitch Start Guide and this u ser guide t o perf orm a full in stallation and configu ration.
PREFA CE I X FINDING THE INF ORMATION Y OU NEED Th e foll owin g user guid e functionali t y helps you fin d the information y ou need quickly and enabl es you to skip th e in formation y ou don’t n eed. T his will mak e your e xperien ce with this user gu ide and your T alkSwitch s ystem installation and configur ation much m ore efficient.
X T A L K S W I T C H USER GU IDE • NO RTH AM ERICA GUIDE CONV ENTIONS Th e T alkSwitch U ser Guide uses th e follo wing text el ement s and icons as visual aids , making th e manual m ore accessi ble .
T AL KSWITCH INS TALLATION 1 CHA PTE R 1 Chapter 1: T alkSwitch Installation T ALKSWITC H INSTAL LATION 1.1 T ALKSWITC H PACK AGE CO N T E N TS If any of these items are missing, pl ease cont act your TalkSwitch dealer .
2 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 1.2 C ONFIGURATION SOFTWA R E SYSTEM R EQUIREMENTS • PC runnin g Win do ws XP/2000 • 160 MB free har d disk spa ce • 256 MB RAM • USB por t or Serial port (for 24 m odel s) • Eth ernet port (f or 48 m odel s) • Minim um 800 x 600 minim um video r esolution 1.
T ALKSWITCH INSTAL LATION 3 1.4 UNIT BAC K PANEL Fi gure 2: T alkSwitch 24-CA Fi gure 3: T alkSwitch 48-CA/CV A Lin e 3/Line 4 on Lin e 3/Line 4 is curren tly in use . pulsin g slowly Lin e 3/Line 4 call er is on hold. flick erin g Line 3/Line 4 is rin gin g.
4 T A L K S W I T C H USER GUIDE • NORTH AMER ICA Connect or s Purpose MUSIC The m usic connect or is a 1/8" (3.5mm) phon o jack u sed as an audio input f or the m usic on h old feature . Mon o cables ar e recommen ded. F or mor e information, see 1.
T ALKSWITCH INSTAL LATION 5 1.5 INSTAL LING THE C ONFIGURATION SOFTWAR E 1.5.1 Instal ling the softwar e for the first t ime 1. Turn on y our computer and in sert the T alkSwitch CD in to your CD driv e . Th e install pr ogram start s automatically . 2.
6 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 3. After th e update is d ownl oad ed, click Ye s in the dial og box t o install th e update . See Figure 3 . Y ou can in stall th e update later fr om the f old er C:Progr am FilesT alkSwitchT alkSwitch Configur ation 4.
T ALKSWITCH INSTAL LATION 7 Write down the software number. Go to the TalkSwitch website at www.talkswitch.com/support . The instructions 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 AMER ICA Step 3 — Updating the firmware The last step is to update the firmware . Make sure your TalkSwitch is connected to you r PC.
T ALKSWITCH INSTAL LATION 9 If you connect TalkSwitch to your phone system, it will do the follo wing: • An incomin g call on any li ne will ring all anal og local e xten sion s. • A receptionist can man ually tran sfer calls to l ocal exten sions or voicemail.
1 0 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 1. Connect T alkSwitch t o y our hub or switch u sing th e supplied Ethern et cable and connect y our PC to th e hub or swit ch usin g an other stan dard Ethern et (CA T 5) cable with RJ45 conn ector s.
T ALKSWITCH INSTAL LATION 1 1 3. Doubl e-click th e T alkSwitch icon on y our deskt op to open th e configuration so ftwa re . The dial og box in Figure 8 is display ed. 4. Select USB fr om the dr op-d own list an d click Connect... A progr ess bar in dicates that th e configuration is bein g retrie ved.
1 2 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 3. Doubl e-click th e T alkSwitch icon on y our deskt op to open th e configuration so ftwar e . The di alog bo x below is display ed. Fi gure 10: Serial conn ection 4. From th e drop-d own list in th e dialog bo x, select Serial as the connection type .
T ALKSWITCH INSTAL LATION 1 3 Figu re 11: Intern et connecti on 3. In th e Addr ess field of th e Internet I P Connection Settin gs section, enter the public IP ad dress or the FQDN o f the T alkSwitch l ocation and click Connect.... A progr ess bar in dicates that the configu ration is bein g re triev ed.
1 4 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 1.7.5 File c onnection You can load the latest configu ration file saved on a PC to make edits and save it again as a file or sa ve it direct ly to TalkSwitch. 1. Double-click th e T alkSwitc h icon on your deskt op to open the configur ation softw are .
T ALKSWITCH INSTAL LATION 1 5 Restore Firmware (button) This button is availa ble as an alte rnat e met hod to update firmware if an update attempt has failed. Click the Restore Fi rmware button, then select which firmware file to load onto th e unit.
1 6 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 1.8.1 C onnecting inc oming t elephone lines 1. Choose a conv enient wall ja ck to attach to y ou r T alkSwitch an d connect you r te le pho ne l ine s. 2. Connect th e T alkSwitch unit t o the tel ephon e compan y’s lin e socket s usin g the dual-wire tel ephone cabl es pro vided.
T ALKSWITCH INSTAL LATION 1 7 1.8.2.1 C onnecting a r egular single-line telephone This is the basic, simple set- up. All fu nctional ity including transferring calls, forwarding calls and voice mail, is ha ndled by the unit. Even the most basic of phones, once connected, will in herit these functions.
1 8 T A L K S W I T C H USER GUIDE • NORTH AMER ICA Fi gure 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 INSTAL LATION 1 9 1.8.2.6 C onnecting fax mac hines TalkSwitch provides you with thr ee op tions to configure 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 AMER ICA Here’s how the TalkSwitch ha ndles incoming calls: Fi gure 22: Distinctive rin g Advantages: This option does not require a second physical line for faxes. More telephone lines can be ad ded as you grow.
T ALKSWITCH INSTAL LATION 2 1 Options 2 and 3 require settings to be program med into the unit using the configuration software. For more informatio n, see 2.
2 2 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 1.9.1.1 Ethernet swit ch A switch provides direct communicat ion between units, thus keeping the voice-over-LAN da ta isolated fr om other data on the network. 1. Connect up t o four 48-CA an d/or 48-CV A units t o the LAN swit ch.
T ALKSWITCH INSTAL LATION 2 3 1.9.3 Settin g or chan ging the unit ID Units ar e shipped from th e manuf actur er with unit ID 1. If two or m ore units are pla ced on the same LAN with the same unit ID number , it causes a conflict. All th e line ligh ts on th e fron t panel o f the unit s are flashin g.
2 4 T A L K S W I T C H USER GUIDE • NORTH AMER ICA Fi gure 25: Examples o f thr ee-digit i den tifiers 1.9.5 Keep trac k of the lines and extensions To keep track of the exte nsions and the line s connected to each unit, label each unit wit h its unit ID.
T ALKSWITCH INSTAL LATION 2 5 Figu re 26: System Inform ation win dow 1.9.6 Optim izing the syste m for ne tworked use TalkSwitch units have b een designed to operat e optimally when in a networked state. Below are a few ite ms that have be en designed for bet ter network use.
2 6 T A L K S W I T C H USER GUIDE • NORTH AMER ICA completely filled with vo icemail mess ages, new mess ages 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 memor y, TalkSwit ch memory cards can be purchased from your reseller.
T ALKSWITCH INSTAL LATION 2 7 1.11 UPGRADING T ALKSWITC 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 AMER ICA Line 1, 2, 3 and 4 lights flashin g simultaneously: The firmware needs to be updated or re loaded. En sure that you up date with the last version, do not us e the version on th e installation CD. The re might be a newer version.
TA L K S W I T C H C O N F I G U R A T I O N 2 9 CHA P TE R 2 CHAPTER 2: T ALK SWITCH C ONFIGURATION T ALKSWIT C H C ONFIGURATION 2.1 SYST EM C ONFIGURATION This chapter contains detailed inform ation.
3 0 T A L K S W I T C H USER GUIDE • NORTH AM ERICA The numbers in Figure 30 are explained belo w. 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 CONFIGURATION 3 1 2.1.1.3 T ools Menu 2.1.1.4 Help Menu Memory U sage V oicemail : Display s a dialog b ox sh owin g internal m emory usa ge for v oicemail messa ges. Auto A ttendant : Displays a dial og box sh owin g inter nal me mor y us age fo r a uto a t t e nda nt me s s age s.
3 2 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 2.1.1.5 C onfiguration navigation The configuration navigation organizes all the configurat ion topics within folders. The following is a brief desc ription of each folder seen in the navigation section to the left of the window.
T ALKSWITCH CONFIGURATION 3 3 Fi gure 31: Configur atio n navi gation 2.1.2 Special c onsiderations when c onn ecting multiple units to a L AN Multiple units on a LAN wi ll functi on a s a single phone system. Some features are expanded as you add unit s (e.
3 4 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Example: If you have two 48-CA units co nnected on the same L AN, the system can support 8 PSTN lines, 16 local extensions and 20 remote extensions.
T ALKSWITCH CONFIGURATION 3 5 2.2 SY STEM INF ORMATION 2.2.1 Administration For secur ity reasons, we re commend that you use password pro tection at the administrator level. The password is entered at configuration start-up and when you access th e configuration through an extension phone.
3 6 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 3. Enter a s ystem password in the System P assword fiel d. It has to be a 4- to 8-char acter n umeric passw ord, so that you can al so enter it on a t ouch ton e phon e. Fi gure 34: Usern ame an d password f or a V oIP enabled unit To enter a new password: 1.
T ALKSWITCH CONFIGURATION 3 7 Fi gure 35: P assword di alog box . 3. After en tering, chan ging or del e tin g a passwor d, click File -> Save settings to T alkSwitch or click th e middl e icon in th e tool bar to save th e settings . Fi gure 36: Save settings New settin gs must be save d to the TalkSwitch phone system to take effect.
3 8 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Fi gure 37 : A utomati c IP configur ation 2. T o configure th e IP information manually , sel ect Use th e follow ing IP an d DNS inf ormation .
T ALKSWITCH CONFIGURATION 3 9 Unit IP Addr ess: Assign an av ailable static IP ad dress to ea ch unit (1-4). If you use a DHCP server , you have t o reserv e an IP addr ess for each unit. T o reserv e an IP ad dress, y ou need the MA C addr ess of each unit.
4 0 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Public WAN IP address-checker server name: For the public IP address type dy namic, this entry shows the current server name for the IP checke r utility. If the public IP add ress type is static , no information is required.
T ALKSWITCH CONFIGURATION 4 1 Fig ure 40 : T e le pho ne l i nes In the Phone num bers section Enter the main te lephone n umber for the line connected to TalkSwitch.
4 2 T A L K S W I T C H USER GUIDE • NORTH AM ERICA this service as an option for bridging calls to external numbers when you call into a unit from outside. If you are having difficulties with line volume levels when you forwa rd calls to remote extensions or whe n you are using call bridge, forward calls using 3-way calling.
T ALKSWITCH CONFIGURATION 4 3 and by call bridge. Each hunt group can support several line choices and attempt to use an available line in th e order that they a re 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 GUIDE • NORTH AM ERICA Figu re 42: Hun t lines on s ame unit first 2.2.5 Automatic R oute Selection and T oll R estriction What is Automatic Route Selection (ARS)? ARS allows you to automati cally direct outgoing calls to selected lines.
T ALKSWITCH CONFIGURATION 4 5 • Id enti fy which tel ephon e line s and V oIP trunk s are con nect ed to di ff e rent net wo rks a nd se r vi ce s. • Iden t ify which exten sion’s calls y ou wish to r oute or block.
4 6 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 1. En ter the l eading digit s yo u wish to route or bl ock in the Leadin g Digits field . 2. Select th e desir ed Act io n (route t o a specified line hun t gr oup or block call s) from th e correspon ding dr op-do wn list.
T ALKSWITCH CONFIGURATION 4 7 • If you dial 9 f ollo wed by 1, a 3- digit area cod e and a 7-digit n umber , you ac cess a line for l ong-distan ce call s in North Amer ica, as defin ed in line hun t group 82. • If you dial 9 foll ow ed by 01, th e call is block ed.
4 8 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Fi gure 46 : Outg oing ca ll optio ns Password Protection We recommend that the administ rator password protection be enabled when you use automatic route sel ection and toll restriction.
T ALKSWITCH CONFIGURATION 4 9 Automatic Route Selection Exam ples 2.2.6 Fax information TalkSwitch provides you with different options to configure your office for fax calls. The advantage s and disadvan 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 GUIDE • NORTH AM ERICA Disadvantages: You only have one line and can on ly handle one call at a time. The phone company may charge a fee for a distinctive ring . Automatic fax detection with the auto at tendant An auto atte ndant can detect in coming fax calls and route them accordingly.
T ALKSWITCH CONFIGURATION 5 1 5. Save settin gs t o 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 GUIDE • NORTH AM ERICA 2.2.6.2 Distinctive rin g fax detection A single telephone li ne can have two assigned numbers with a different ring pattern for each n umber. Based on the ring pa ttern, you pick u p the phone or let the fax answer the call.
T ALKSWITCH CONFIGURATION 5 3 4. In th e Phon e number s section beside Main n umber , en ter th e tel epho ne n umber that people dial to call your o ffice . Fig ure 52 : T e le pho ne l i nes 5. Click th e checkbo x beside Distin ctive Rin g 1: 6. Enter th e distinctive rin g number in the text fiel d.
5 4 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 4. I n t he d ro p- dow n me nu nex t to If a fa x call is detected:, sel ect go to local extension and sel ect 118 ( 113 f or unit s with 4 e xtens ion ja cks). Figu re 53: Fax routin g 5. Save setting s to the unit.
T ALKSWITCH CONFIGURATION 5 5 Configuring a local extension for use with a IP phone 1. Open the configuration softw a re . 2. Select Sy stem Information -> Local Extensions . 3. Chan ge th e ra dio button from Regula r Extensi on to IP Extension . 4.
5 6 T A L K S W I T C H USER GUIDE • NORTH AM ERICA For VoIP calls, use: [this number] Select the number you want to displa y at the re mote location when VoIP calls are placed from th is extension. If Default VoIP number is selected, the phone num ber associat ed with the outgoi ng VoIP port is used.
T ALKSWITCH CONFIGURATION 5 7 Other phones may work with the system, but not all the featu res may be supported. We st rongly recommen d that you o nly use the IP phones supported by TalkSwitch. Fi gure 57: Phon e types Direct Line Access... (button) This feature allows u sers to access an outbound line with out dialing extra digits.
5 8 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Hunt Group Access... (button) You can permit or restri ct specific hu nt group access to th e extensio n. Click the checkbox next to the Li ne hunt groups that you want to allow for this extension .
T ALKSWITCH CONFIGURATION 5 9 8. If y ou have a 3-W ay Calling or Tran sfer and Clear service fr om the ph one compan y , click the checkbo x ne xt to Use Same Lin e Connect.
6 0 T A L K S W I T C H USER GUIDE • NORTH AM ERICA option s in Call Handling -> Remote Extensions in th e drop-do wn list und er t h e Answer ed ta b . Forwarding calls to a remote extension • Manually fr om a local ext ension: Analog ph one: Pr ess Flash and th e rem ote exten sion n umber (e .
T ALKSWITCH CONFIGURATION 6 1 Fi gure 59: Remote e xtensi ons 2.2.9 Extension ring gr oups An extension ring group is a group of local extensions tha t ring in unison. TalkSwitch supports 10 ring groups with numbers 300 to 309. They are accessible from local extensions and t hrough the auto attendant.
6 2 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 6. In th e Set Ring Group window , cho o se t he lo ca l ext e ns io ns you wa nt to ring in unison. 7. Select a Rin g pattern: from the dr op-down list to id entify the incomin g call bef ore y ou pick up the ph one .
T ALKSWITCH CONFIGURATION 6 3 Forwardin g calls t o a ring gr oup • Manually fr om a l ocal exten sion: • From an au to a tten dan t: Aut o attendan ts can be configured to sen d calls to ring groups ju st as the y do t o extension s. Th e auto attendan t might say: “T o reach the sales department, pr ess 1, to re ach Mrs .
6 4 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Fi gure 61: Musi c port You can use se parate au dio source s for each unit. 2. Once th e audio sour ce(s) is (are) conn ected to T a lkSwit ch, turn it ( them) on. 3. Connect th e unit to y our computer a n d open your configuration softw are .
T ALKSWITCH CONFIGURATION 6 5 On-Hold Settings Ther e are thr ee options when call e rs ar e placed on hol d: 1. Play ‘ double beep’ ton es to call ers wh en they ar e on hol d. This is the def ault setting. No a dditional configur ation is requir ed.
6 6 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Fi gure 63: Musi c file format 5. If y ou clicked Ye s , the Load Audio File wi ndow di sp la ys. Bro w se to the loc ation of the d esired digital au dio file , select th e file an d click on Open .
T ALKSWITCH CONFIGURATION 6 7 2.3 V OIC EMAIL This section deals with the intern al voicemail system included in TalkSwitch. TalkSwitch provid es three types of voicemail: • Local The mailbo x is a ssociated with a local exten sion. By def ault, each l ocal exten sion has its own v oice mailbox.
6 8 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Fi gure 65: Mailbo x and mod e configur ati on 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-la w .wav file.
T ALKSWITCH CONFIGURATION 6 9 2. Enter th e rem o te phon e number as it woul d normally be dial ed from wh ere the unit is l ocated. 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 nu mber.
7 0 T A L K S W I T C H USER GUIDE • NORTH AM ERICA This option is us eful for cell phones where the ce ll phone company plays a “subscriber not available” messa ge instead of a busy tone. Once the cell phone is answered, TalkSwitch prompts you to respond to the incoming voicemail with or .
T ALKSWITCH CONFIGURATION 7 1 2.3.2.2 Message waitin g light Y ou can set a messa ge waitin g light to in dicate when a m essag e has been receiv e d by an e xtension. Select the l ocal exten sions in y our sy stem wher e you w ant the ligh t to flash when a messa ge arrives .
7 2 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Example 1: 1 unit: 8 local extensi ons (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 CONFIGURATION 7 3 To add an e-mai l address: 1. Click Add . 2. Enter th e name of th e recipient o f the e-mail notification. 3. Enter th e e-mail addr e ss of th e reci pient o f the e-mail n otification. 4. Click one o f the r adio butt ons ne xt to Atta chme nt .
7 4 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Make sure you configure the E-mail Server Se ttings under Voicemail -> Global Settings. For more information, see 2.3.3 Global Settings . 2.3.3 Global Set tings Fi gure 73: Global Settin gs These settings allow you to fine-tune your voicemail system.
T ALKSWITCH CONFIGURATION 7 5 2. Enter th e name o f your Outgoing e-mail serv er (SMTP). Example: mail .mymailserv er .com 3. En ter an e-mai l ad dre ss in th e From E-mail addr ess field . When e-mail n otification s arrive from the sy stem, th is e-mail ad dress will sho w up in the From fiel d.
7 6 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Global Message Waiting Indicator Click the ch eckbox n ext to Global Message W aiting In dicator if you woul d like th e Po w e r / D a t a ligh t on the T alkSwitch unit to flash wh en y ou have v oicemail in an y T alkSwitch v oice mailbox.
T ALKSWITCH CONFIGURATION 7 7 Fi gure 78: Mailbo x data Reset Mai lboxes (button) All greetings, messages and settings for the selected mailbox(es) can be reset. Fi gure 79: Reset Mailbo xes 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 GUIDE • NORTH AM ERICA Fi gure 80: Delete th e passwor d of a voi ce mailbo x 4. Click OK. 2.4 CAL L HANDLING 2.4.1 Modes You may want the unit to ha ndle calls differently depending on the time of the day, the day of the week or on ho lidays.
T ALKSWITCH CONFIGURATION 7 9 Fi gure 81: Mod es To set holiday mode: 3. Click th e chec kbox n ext to En able Holiday Mode . 4. Click Settings . a) Select the coun try in the drop-d own list n ext to P opulate calendar with h olidays observed in. See Figure 82 on pa ge 79.
8 0 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Y ou can choose h ow in coming calls t o an y T alkSwit ch e xtension are r outed durin g Holiday Mod e . Use the m enu to sel ect whethe r a call on a holiday will foll ow an exten sion‘s M ode 1 or M ode 2 call casca de (routin g) settings .
T ALKSWITCH CONFIGURATION 8 1 Fi gure 83: Configurin g auto atten dan t 5. Caller s who don‘t hav e a tou chton e phone can be r outed to the receptionist at exten sion 114. 6. Set th e time fr om the dr op-do wn list After th e auto Atten dant has finished pla ying and n o selection has been made within (0–30 sec.
8 2 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 2.4.2.2 R eco rd, pla y or erase auto att endant mess ages Y ou can recor d an auto atten dant fr om an y local e xtension or rem o te phon e u sing tou chton e commands . 1. Pick up a local e xtension or dial int o T alkSwitc h from an e xternal source .
T ALKSWITCH CONFIGURATION 8 3 Load Aut o Attendant (button) Click this button to display a dialog box with instructions on how to load an auto attendant u sing a pre-recorded .wav file. If you want to have auto attendants profe ssionally recorded, make s ure to specify t hat the files have to be 8KHz, 8bit, mon o, and saved as a µ-la w format .
8 4 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Figu re 87 : Vi ew auto atten dan t time us age 2.4.2.3 Select routing options for eac h auto att endant The caller can select the single-dig it options 0, 1, 2, 3, 4 or 5. If the caller select s 0 then: Th e 0 option is used to dir ect caller s to a r eceptionist.
T ALKSWITCH CONFIGURATION 8 5 2.4.2. 4 Automat ic fax detect ion If a fax call is detected th en: TalkSwitch can automatically detect incoming faxes and route them to your fax machine. To do this, the aut o atte ndant must answer all incoming calls and listen for the CNG to ne emitted by the incoming fax call.
8 6 T A L K S W I T C H USER GUIDE • NORTH AM ERICA If you do not want to use fax detection, have the unit pe rform no action. If you want aut omatic fax detection, configure your incoming fax line to route faxes to extension 118.
T ALKSWITCH CONFIGURATION 8 7 2.4.3 T e lephone Lines This section describes how TalkSwitch handles in coming calls based on the incoming line and distinctive ring number s. Configure incoming calls during mode 1, 2 and holi day mode Each incoming telephone line has to be set to answer incoming ca lls using one of the auto attendants.
8 8 T A L K S W I T C H USER GUIDE • NORTH AM ERICA The other configuration options are d escribed below. Ri ng E x t ens io ns o nl y (no aut o attendant is played) If you d on‘t want th e auto attendan t to an swer calls on this lin e , select this opti on.
T ALKSWITCH CONFIGURATION 8 9 2.4.4 V oIP Numbers This section deals with how VoIP-en abled units handle incomin g VoIP calls. For information on VoIP-enabled numbers, please refer to Chapter 5: V o IP Information on page 155. 1. Select a V oIP number t o configure .
9 0 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 2.4.5 Cal l Cas cade 2.4.5.1 Lo cal extensions The call cascade fe ature lets you control routing opt ions for each call to local, remote or ring group exten sions. This section shows how to configure th e incoming call cascade options for the local extensions.
T ALKSWITCH CONFIGURATION 9 1 Fi gure 90: Local exten sion call cascad e If a call is transferred ma nually to a lo cal extension that is busy, TalkSwitch follows the call cascade options for that extension. There are four diffe rent call ca scade situations for local extensions .
9 2 T A L K S W I T C H USER GUIDE • NORTH AM ERICA For more information on these feat ures, see Using T alkSwitch on page 117 . 2. No A ns we r tab Sel ect the n umber o f ring s and sel e ct on e of th e action s.
T ALKSWITCH CONFIGURATION 9 3 2.4.5.2 Remot e extensions Remote extension call cascade works pr incipa lly the same wa y as the local extension call cas cade. Please refer to 2.4.5.1 Local exten sions on page 90 . In step 1, select Call Handling -> Remote Extensions .
9 4 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Sel ect th e numbe r of rin gs an d select on e of th e act ions . The a ction drop-do wn list is th e same as f or the Busy tab ex cept that th e option play bu sy tone is re p l ac ed by ke e p r i ng i ng and ther e is no queue at ring gr oup option.
T ALKSWITCH CONFIGURATION 9 5 2.4.5.3 Extension ring gr oups call cas cade Extension ring groups — call ca scade is similar to loca l and remote call cascade. For more i nformation, see 2.4.5.1 Local exten sions on page 90 and 2.4.5.2 Remote exten sions on page 93.
9 6 T A L K S W I T C H USER GUIDE • NORTH AM ERICA • go to auto atten dant • queue at ring group •p l a y b u s y t o n e (example , if a f ax machin e is at the e xtension) •h a n g u p • go to V oIP location For more information on these feat ures, see Using T alkSwitch on page 117 .
T ALKSWITCH CONFIGURATION 9 7 2.4.5.4 Call cas cade examples If my extension is busy Fi gure 93: Exampl e 1 — Extensi on busy If I am away from my desk Fi gure 94: Example 2 — A way from th e desk.
9 8 T A L K S W I T C H USER GUIDE • NORTH AM ERICA If I don’t want to b e disturbed ( only local extensions) Figu re 96: Example 4 — Do no t disturb 2.5 CALL BAC K/CALL BRIDGE Call Back and Call Bridge work together as your personal long-distance operator.
T ALKSWITCH CONFIGURATION 9 9 2. Let the line rin g at least once , but no m ore than three times an d hang up. Make sure th ere is no aut o attendant configur e d to an swer after less th a n 3 ri ngs o n th is l ine. 3. Within l ess than 10 seconds , 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 • NORTH AM ERICA 3. Click the ch eckbox n ext to A ctivate A uto Call Back 1. In the fiel d Number to call ba ck: , enter th e ca ll back n umber exactly as you w ould normally dial the number . Do not en ter a line hun t group in the dialin g string.
T ALKSWITCH CONFIGURATION 1 0 1 6. In th e field n ext t o Number used to trigger Auto Call Back: , en ter th e h ome/o ffice n umber that y ou will call t o trigger the aut o call back. The drop-d own list allo ws you t o select an y of th e teleph one lin e s connected to yo u r u n i t.
1 0 2 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 2.5.2 Pr ompted call bac k Prompted call back works much the same way as auto call back, exce pt that you can change the call back number remotely . The call back number is stored in TalkSwitch until you change it.
T ALKSWITCH CONFIGURATION 1 0 3 Accessing and using prompted call back from a telephone 1. Dial your o ffice telephon e number . 2. At th e auto attendant, dial 6 to a ccess the call ba ck setting s. 3. F ollow th e pr ompts . a) Enter the tel ephon e number wher e you w ould lik e T alkSwitch to call you .
1 0 4 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Fi gure 102: Ac tivating call bri dge How to use call bridge: 1. Call int o the s ystem fr om an y out-of-o ffice teleph one . 2. At th e auto attendant m essag e , dial a hun t group you are authorized t o u se (9 is d efa ult).
T ALKSWITCH CONFIGURATION 1 0 5 2.6 OPTIONS 2.6.1 Permis sions You can grant permissions to selected extensions to access outside line s. To add permission s for users: 1. Select Optio ns -> P ermissions . 2. Click in the ch eckbox es ne xt to th e exten sions that are permitted access.
1 0 6 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Fi gure 10 5: A dd user 4. Select a u ser fron the list or enter th e name of the user in th e Nam e : fiel d. 5. Assign a unique 4- t o 8- digit a ccess code in the A ccess Code: field. To remove a user from the permissions list: 1.
T ALKSWITCH CONFIGURATION 1 0 7 2.6.2 Audio C ontrols This section deals with the adjust ment of volume and system gain controls. All the controls on this page up date the unit in real time. This allows you to adjust leve ls during a conversati on without having to first save the configuration to the u nit.
1 0 8 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 2.6.3 T ransfer Options This section describes the TalkSwitch actions when calls are transferre d manually.
T ALKSWITCH CONFIGURATION 1 0 9 Example: You receive a ca ll on a phone in you r home that is not a TalkSwitch e xtension and y ou want to trans fer the caller to remote extension 215. You dial , 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 • NORTH AM ERICA 2.6.4 Misc ellaneous All of the following options affect Ta lkSwitch as a system. Adjust th em according to your needs.
T ALKSWITCH CONFIGURATION 1 1 1 Setting up TalkSwitch behind an existing PBX 1. Connect the PBX e xtension t o one of th e T alkSwitch line jacks . Y ou may do this with all your T a lkSwitch lines (1 PBX extension per line) depen ding upon ho w many aut o attendan t ports y ou woul d like on the PBX.
1 1 2 T A L K S W I T C H USER GUIDE • NORTH AM ERICA Other options include: • V oice mail Screenin g (used in a hom e environmen t) • D emo with a router (used f or dem onstr ating th e produ c.
T ALKSWITCH CONFIGURATION 1 1 3 Tr ansmitted Flash len gth : This option contr ols the tr ansmitted flash len gth from T alkSwit ch to th e teleph one compan y lines .
1 1 4 T A L K S W I T C H USER GUIDE • NORTH AM ERICA 1. With the curr ent setting, call ers can dial an y local e x tension or r emote ex t en si o n o r r i ng gr ou p , a s lo ng a s t he s e c ond d i g i t i s p res se d w i t hi n 1 . 5 seconds o f pressin g the fir st digit.
T ALKSWITCH CONFIGURATION 1 1 5 Fi gure 111: T rou bleshoo ting advan ced Line CPC/Disconnect Clear If calls are accidentally disco nnected in mid conversation, it usually indicate s a problem with the t elephone 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 • NORTH AM ERICA Vo I P P o r t s IP Sign allin g P ort : Th e def ault IP signallin g port is 5060. If you n eed to ch oose an other port, en ter a value betw een 1024 and 16556. Starting R TP P ort : Th e starting RTP port for T alkSwitc h is 6000.
USING T ALK SWITCH 117 CHA P TE R 3 CHAPTER 3: USING T ALKSWITCH USI NG T A L K SW I TCH 3.1 IN THE OFFIC E — REC EIVING CAL LS WITH OR WITHOUT THE AUTO AT TENDANT 3.1.1 R eceivin g calls using the aut o attendant If you don’t have a receptionist, the au to attendant helps you handle all your inbound calls.
1 1 8 T A L K S W I T C H USER GUIDE • NORTH AMER ICA All these features can be password-protected to avoid unauthoriz ed access. TalkSwitch also provides the option of ringing specific extension s or ring groups prior t o the engagement of an auto attend ant.
USING T ALKSWITCH 1 1 9 Place out-of-office calls from a local extension 1. Press 9 or 81 – 88 to ch oose a hun t group at the in ternal dial ton e. This hun t group gives y ou access to an availabl e line to dial out. 2. If y our sy stem requires permission s for outg oing calls , enter your ac cess code .
1 2 0 T A L K S W I T C H USER GUIDE • NORTH AMER ICA You can intercept a call that is ri nging at any other loca l extension. 1. Pick up your han dset. 2. At th e T alkSwitch in terna l dial ton e , dial 9 . This rou tes the call to your l ocal extension.
USING T ALKSWITCH 1 2 1 Answ er setting, or if th e extension is bu sy , one of th e foll owing will happen: 3.2.4.2 Screened transfer You can initiate a screened transfer fr om a local extension to another local extension, remote exte nsion or extension ring group.
1 2 2 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 4. Press Flash 4 to comple te th e tran sfer . Do not hang up to compl ete th e tran sfe r because this disconn ects th e call.
USING T ALKSWITCH 1 2 3 3.2.6.3 Using call park with the paging opt ion If the externa l paging opti on is enab led on TalkSwitch, you may choose to announce a pa rked call ove r the PA system by press ing 0 .
1 2 4 T A L K S W I T C H USER GUIDE • NORTH AMER ICA “The extension you have reached is curr ently busy. If you wish to c ontinue holding, please remain on the line.
USING T ALKSWITCH 1 2 5 When the dialed local extension 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 AMER ICA 2. Place th e outsid e call er on hol d and dial th e number o f the other out side party . Dial 9 or anoth er hu nt group bef ore dialing th e second phon e number unl ess you have Dir ect Line Access enabl ed.
USING T ALKSWITCH 1 2 7 Place out-of-office calls from a local extension 1. Dial 9 or 81 – 88 t o choose a h unt gr oup and dial th e phon e number . 2. Dependin g on your IP ph one , press Dial, Send or . You can set rest rictions 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 AMER ICA 5. T o conn ect to th e second caller , pr ess Dial, Send or dep endin g on your ph one . 6. Once y ou are finished with th e se cond call o r would like to ret urn to the first call er , press Cancel (softke y ).
USING T ALKSWITCH 1 2 9 1. Press Tr ansfer or xfer to put the call er on ho ld. 2. Dial the appr opriate extension n umber . a) If the person at the r eceiving e xtension wish es to tak e the call, pr ess Tr ansfer or xfer to compl ete the tran sfer .
1 3 0 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 3.3.4 Cal l park — Parking and retrievin g callers Call park is a feature for placing a call on hold and the n retrievin g it from any other local extension. Talk Switch has 10 park orbits, 500–509.
USING T ALKSWITCH 1 3 1 on analog and IP phones except for the slight differences outlined in the next paragraph. Some IP phones display a notification on the screen while the caller is on hold at your extension . If you want to rotate t hrough queued 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 AMER ICA 2. Press Conf or Hold to pla ce the outsid e caller on h old. Dial the local exten sion you wish to confer ence with. 3. When the e xt ension answ ers, pr ess Conf to establish the 3-w ay call. 3.
USING T ALKSWITCH 1 3 3 Example: You have 3 branch locations (New York, Miami, San Jose), all with TalkSwitch 48-CVA units. Location 1: New Y ork Ph one n umbers assign ed t o 4 V oIP lines: 250-261 (.
1 3 4 T A L K S W I T C H USER GUIDE • NORTH AMER ICA . After you he ar 2 beeps, dial the ext ension and hang up. Y ou cannot announce a caller to th e transfe rred extension but if you stay on the line, you are in a conference call st ate. You can hang up at any time.
USING T ALKSWITCH 1 3 5 If your m odem has pr oblem s dialing out, use a comma (,) to cr eate a 2 second pause in stead o f the w (wai t fo r dial to ne ). 3.7 OUT OF THE OFFIC E — R ECE IVING CAL LS WITH CALL FORWAR DING (ANALOG AND IP) 3.7.1 Three ways to fo rward cal ls 1.
1 3 6 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 3.7.2 T ransfer ring calls fr om a remote extension You can forward calls to a remot e exte nsion without using Centrex or 3-way calling s ervices. Ca lls can be transfer red to an y local or remote e xtension , ring group or voice m ailbox.
USING T ALKSWITCH 1 3 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 cal l 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 AMER ICA 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 the call is r oute d via T alkSwitch , you can tr ansfer the caller dialin g and an y exten sion or voice mailbo x.
USING T ALKSWITCH 1 3 9 Callers can reach voice ma ilboxes, call cascad e, be transferred from a local extension or have announcements played throug h the auto atte ndant. To leave a message from a regular local extension: 1. Dial and th e mailbox nu mber .
1 4 0 T A L K S W I T C H USER GUIDE • NORTH AMER ICA When a new message is left in a loca l extension mailbox, TalkSwitch plays a stutter dial tone when the handse t is picked up. If the phone supports a fre quen cy- sh ift key ing (FSK) message waiting indicator, th e light flashes.
USING T ALKSWITCH 1 4 1 def ault greetin g is: “The exten sion you have r eache d is unav ailable at this time . Please le ave a message after the ton e” .
1 4 2 T A L K S W I T C H USER GUIDE • NORTH AMER ICA To record an announcement, access a voice mailbox and select option 2 to change greeting options as described in 3.8.2 Retrieving messages an d accessin g a voice mailbox on page 139. To load a pre-re corded announcement or to configure 0 as an option to be selecte d, see 2.
USING T ALKSWITCH 1 4 3 3.10 MODE SWITC HING OPTIONS Manual mode switchin g Use teleph one keypad comman ds at a local extens ion or at the auto attendant to switch modes. 1. Dial at the local e xtension dial ton e or at the auto atten dant t o ent e r c o mm a nd mo de.
1 4 4 T A L K S W I T C H USER GUIDE • NORTH AMER ICA 3.11 OUT OF THE OFFIC E — MAKING CALLS WITH CALL B ACK AND CAL L BRIDGE Working together, call back and call bridge act as your personal long-distance operator.
USING T ALKSWITCH 1 4 5 The call bridge tele phone number you dial can be local, long-distan ce, toll free (800 and 888) or in ternational. Enter the te lephone number as you would in your office. For long-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 AMER ICA 2. Usin g auto call back a c tiv ation from y our out-of-o ffice location: a) Dial one o f t he call ba ck teleph one number s that has been configured for aut o call back a ctivatio n.
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 CHAPTE R 4: CALL D ETAIL RECORD (C DR) L OGGI NG C AL L DETAIL R EC OR D (CDR) L OGGIN G This chapter covers the s etup and re trieval of records generated by calls through the ph one system.
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 stor ed in a c ircular buffer. This means t hat after about 6000 rec ords, the oldest ones will be delete d and new ones are created.
CA LL D E T AI L RE CO RD ( CD R ) L O GG I N G 14 9 Fi gure 114: Log in wind ow 3. Click on the link Call Detail Recor d (CDR) Management. Fi gure 115: Initial CDR web in terface 4. Y ou may either righ t click on Do wnload CDR to save th e information to your PC or left click on the link t o view the curr ent inf ormation.
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 Se rial int erfac e — Re al-time to Serial Port In order to capture t he data in a real-time environ ment your PC has to be connected to TalkSwitch unit ID 1 with a serial cable.
CA LL D E T AI L RE CO RD ( CD R ) L O GG I N G 15 1 Fi gure 119: Connectin g... 4. Set th e bits per secon d to 57600 and click OK . All oth er values can be left at th eir def aults . Fi gure 120: COM1 pr operties 5. Click on Tr ansfer -> Capture T e xt.
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 viewe d either through the web interface or downloaded into a spreadsheet (e.g. Excel) as a delimite d text file. The log is divided into 13 columns i dentified by numbers: Each column contains specific information related to the current state of the call.
CA LL D E T AI L RE CO RD ( CD R ) L O GG I N G 15 3 6. Dura tion — This col umn indicates the total time the call was in this state/even t. 7. Connection — This column indicates where th e call was for each ev ent. This incl ud es aut o atten dant s, voic email, e xtension rin ging or 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 mn sh ow s t he u s e r ’ s ac c e s s c o de t o d i a l o ut usin g a specific carrier . The data can b e imported i nt o an y call ma nag emen t so ftwar e or an Ex cel sprea dsheet as a delimited text file .
VOIP INFORM ATION 155 CHA PTE R 5 CHAPTER 5: V OIP INFORMATION V OIP INFORMATION 5.1 INTRODUCTION T O V OIP TalkSwitch units can be hybrid PSTN /VoIP phone systems. The addition of VoIP to the TalkSwit ch product line ad ds the ability t o use a broadband IP connection for voice call s.
15 6 T AL KS WI TCH 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 bro adband c onnection Fi gure 122: Broadb and 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 5 7 In a typical small office environment, t here are several computers connected to an Ethernet switch, sometimes i ntegr ated into a rou ter. A router handles the connection be tween two or more IP networks . Routers look at the destination IP addre sses of the pa ck ets passing through and rout t hem accordingly.
15 8 T AL KS WI TCH U S E R G U I D E • N O R T H A M E R I C A network. ‘Lite’ broa dband connections are not suitable for simultaneous voice and data traffic. To test the V oIP call ca pacity base d on your Internet connection speed, perform the test availa ble on our website at: www.
VOIP INFORMATION 1 5 9 Prioritize your voice traffic If your Internet connection is shared between compute rs and TalkSwitch (i.e. data and voice), it is crit ical that the voice traffic has priority over th e data traffic. Many rou ters support Qua lity of Service (QoS) rou ting for this purpose.
16 0 T AL KS WI TCH U S E R G U I D E • N O R T H A M E R I C A Fi gure 125: Multi-l ocation network with V oIP callin g 5.3.2 Select which T alkSwitc h to use as the SIP network server A multi-location SIP network requires a SIP server to manage calls across the network.
VOIP INFORMATION 1 6 1 If you do not have a stat ic IP addr ess, you can obtain a Fully Q ualifie d 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.
16 2 T AL KS WI TCH U S E R G U I D E • N O R T H A M E R I C A Figu re 126: T alkSwitch network confi gurat ion 5.4 V OIP C ONFIGURATION 5.4.1 C onfigure T alkSwitc h IP addresses Each TalkSwitch syst em in a mult i-location ne twork must be confi gured with both local IP and public IP ad dress in formation.
VOIP INFORMATION 1 6 3 correct IP inf ormation. Click Use th e follo wing IP and DNS information to ‘lock in’ th e se setting s and en sure the y are sav ed as the sy ste m IP settings . 4. If the l o cation does n ot have a DHCP serv er , the System IP Se ttings fiel ds will n ot be filled in.
16 4 T AL KS WI TCH 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 alkSwit ch sy stem will a ct as th e SIP serv er fo r a n etwork and has a dynamic Pub lic IP ad dress , en ter th e Fully Qualified Domain N ame (FQDN) associated with the Public IP a ddr ess.
VOIP INFORMATION 1 6 5 TalkSwitch Pr ofile tab Use this tab to con figure a TalkSwitch VoI P network. TalkSwitch has a built-in IP server pro xy/registrar/redirect. This facilitates the configuration and ma intenance for mu lti-branch and tel ework applications.
16 6 T AL KS WI TCH 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 alkSwit ch is being pr ovisi oned with a V oIP service pr ovider , en ter the outbound pr oxy associated with the service pro vider . Re alm/Domain: If this location is the pr oxy/r egistrar , you can assign a r ealm/d omain name f or your n e twork.
VOIP INFORMATION 1 6 7 Maximum n umber of V oIP lines f or outgoing ca lls: The maxim um number of V oIP numbers av a ilable is d e termin ed by ho w man y lines are availabl e (shared) with the T alkSwitch V oIP network.
16 8 T AL KS WI TCH U S E R G U I D E • N O R T H A M E R I C A Figu re 131: Registrar en tries View Registration Status (button) Click this button to see if this syst em is regist ered with the design ated SIP server. A windo w ope n s listing all r egistered s ystem V o IP ph one n umbers .
VOIP INFORMATION 1 6 9 Inform ation in th ose docum ent s shoul d be used in stead o f this guide . If ther e is no configuration guid e for your service pro vider , follo w the instructions bel ow . Fi gure 133: Service Pr ovid er pro file Service Pr ovi der Name : Enter th e name f or your V oIP service pro vider .
17 0 T AL KS WI TCH U S E R G U I D E • N O R T H A M E R I C A Re alm/Domain: Enter th e realm/d omain ( if requir ed) associated with the service pro vider . VoIP Lines The descriptions for th e VoIP lines un der the TalkSwitch Pr ovider Profile ta b below are the same as described in Vo I P L i n e s on page 166.
VOIP INFORMATION 1 7 1 3. E nsure th at you h ave a t least one li ne h unt gr oup configured (i.e . 88) t o Lin e Type: T alkSwitch V oIP Numbers . 4. Caller s can n ow dial 88 from an y exten sion to g et a V oIP dial ton e and then enter 4004 to r each the V oIP location.
17 2 T AL KS WI TCH 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 ass i gned to each location to prev ent duplicate numbers in mult iple locations. We recommen d that you us e the numbers 250–299. It will facilitate calling from extensions and auto attendants .
VOIP INFORMATION 1 7 3 • For Play auto attendan t , select which auto attendant t o play (for exampl e , 1), the n umber of rin gs t o take place bef ore th e auto attendant answ e rs (f or exampl e , after 2 ring s ), and th e exten sions t o ring bef ore the auto attendant an swers .
17 4 T AL KS WI TCH U S E R G U I D E • N O R T H A M E R I C A 4. En ter th e User/A ccount inform ation and P asswor d for this particul ar phon e number .
VOIP INFORMATION 1 7 5 can support. Good quality V oIP is not possibl e ov er a dial-up m odem connection. • Choose the right codec for y our location 1. T he defa u l t c o dec i s G.729 (8 Kbps) , using appr oximately 25 Kbps bandwidth up stream and 25 Kbps bandwidth d own stream f or each call.
17 6 T AL KS WI TCH 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 ss i on s . I n t h is g ui d e, th e te rm I P i s often used in place of VoIP.
VOIP INFORMATION 1 7 7 address, it will not work. Instead, you must provide your real/public IP address. What is NAT and how does it af fect VoIP? Network Address Translation (NAT) allo ws multiple devices to share the same external IP address t o access resources on the Internet.
17 8 T AL KS WI TCH 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 configu red as the IP serv er so that calls can be directed to you r location.
VOIP INFORMATION 1 7 9 TalkSwitch has the technology that help s keep this information up to date so that the system can function properly afte r an IP address change has been detected and updated. What is a port number? In an IP address like 64.26.209.
18 0 T AL KS WI TCH 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 tra ck of phone numb ers assigned to units that are part of a TalkSwitch VoIP network.
T ROUBLE SHOOTING AND S UPPORT 181 CHA PTER 6 T R OUBLESHOOTIN G AND SUPP OR T 6.1 T R OUBLESHOOTING Solutions to the following problem s are described in this chapter: • Problem s that may occur du.
1 8 2 T A L K S W I T C H USER G UIDE • NORTH AMERICA 2. Y ou cannot c onfigure T alkSwitch u s ing tou chton e keypa d commands whil e the T alkSwit ch configuratio n softw ar e is open.
T ROUBLESHOOT ING AND SUPPORT 183 The auto attendant is transferring calls to the wrong extension. • Check if th e exten sion ja cks of y our de vices (pho nes , f axes) ar e plugged in to th e correspon ding ja cks on the T alkSwitc h back pan el (i.
1 8 4 T A L K S W I T C H USER G UIDE • NORTH AMERICA I’m unable to place intercom calls from a local extension. • I f the l oca l e xtension has been set up for Dir ect Line Ac cess to yo u r teleph one lines , you n eed to pr ess Flash on an analog p hon e , or on a IP phon e , befor e inter c om calling.
T ROUBLESHOOT ING AND SUPPORT 185 My PC (internal or external) modem cannot dial out . • If Direct Line A ccess to tel eph one lin es is not en abled on the e xtens ion wher e your m odem is connected, you will have t o includ e a line h unt group prefix ( 9 or 81 - 88 ) befor e th e dialin g the mod em number .
1 8 6 T A L K S W I T C H USER G UIDE • NORTH AMERICA assigned. F ollo w the instru ctions . Y ou can dial 00 to che ck t he unit ID of th e unit you are conn ected to. Click the System Info rmation link in the T a lkSwitch configuration softw are .
T ROUBLESHOOT ING AND SUPPORT 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 y our T alkSwitch CV A, IP gatew ay or IP phon e is registered with.
1 8 8 T A L K S W I T C H USER G UIDE • NORTH AMERICA 3. Call a technical support specialist at T alkSwitc h: 1-866-393-99 60 (contin ental North Am erica) or 613-725 -2466 w eekd ays bet ween 9:00 a.m. an d 8:00 p.m. EST . Please have the following information ava ilable when you call: a) Y our e-mail ad dress an d teleph on e number .
APPENDIX A 1 8 9 About functions and commands The following tables list numbers, fu nctions and com mands you can ente r. The first part li sts all the possibl e analog, IP, rem ote and ring gro up 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 G UIDE • NORTH AMERICA Functions you can acc ess from local extensions Keys Function performed Flash/Hold If y ou are conn ected to a ca ller , Flash/Hold puts th e call on hol d and you h ear the in ternal dial tone .
APPENDIX A 191 510 Park s a call automatically in the first av ailable parking spot, startin g at 500. Pr ess Flash/Hold an d 510 t o pla ce a call er in th e n ext a vai lable parkin g spot (park orbit). 500–509 Retrieves a parked 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 G UIDE • NORTH AMERICA Functions you can acc ess from outside phones The list below shows the digits you can dial after the au to attendant answers. Keys Function performed 0 P e rform s the a ction defined in the auto atten dant configu ration (see 2.
APPENDIX B 193 Many of the calling services offere d by your local telephone company are compatible with and enh anced by TalkSwitch’s capabilities. Caller ID (Call Display) — Displays the telephone number and name associated with an incoming call.
194 T ALKS WIT CH USER GUIDE • NORTH AMERICA The TalkSwitch distinctive ring call r out ing features ca n be used in a number of ways: • Routing f ax/mod e m calls • Routing v oice messa ging .
APPEN DIX B 195 group, regardless of the starting point. (It will only circle once through the hunt group). TalkSwitch has the same functionality av ailable on al l lines and can work in conjunction with the hunt and rollover services. Call Hold and Flash TalkSwitch detects Flash from regular phone s to put calls on hold.
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APPENDIX C 197 TalkSwitch settings and configurations In the event of a power failure, your Tal kSwitch sett ings and confi gurations will not be lost.
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APPENDIX D 1 9 9 Safety precautions Before using TalkSwitch, please rev iew and ensure the following safety instructions are adhered to: 1. Re ad, f ollo w and r e tain in struct ions — All safety an d operating ins t r uct i ons s ho uld b e re ad, fo l lowed a nd re ta i ne d fo r f u tu re re fe re nce befo re ope ratin g the eq uipmen t.
2 0 0 T A L K S W I T C H USER G UIDE • NORTH AMERICA 7. Dama ge r equiring service — Do n ot attempt to service the T alkSwitch yo urself . Unplug T alkSwit ch and r efer servicing t o a licensed technician wh en: • The plug or pow er cord has been damag ed.
APPENDIX D 201 ACTA TIA/EIA/ IS-968A, FCC Part 68 and IC CS-03 Notice: The Industry Canada label iden tifies certified equipment . This certificat ion means t hat the equipment meets telecomm unicatio.
2 0 2 T A L K S W I T C H USER G UIDE • NORTH AMERICA Service If you are experiencing difficulty wi th your Model: CT-TS001.1 telephone equipment, please cont act your rese ller for repair and/or warranty information. See Appendix E: TalkSwitch One-Year Limited Warranty and Return P olicy for more information.
APPENDIX E 203 TalkSwitch, a division of Centrepoin t Technologies Inc. (“TalkSwitch”) warrants t o the original en d-user custo mer (“Customer”) that each new TalkSwitch product shall be subs.
204 T ALKS WIT CH USER GUIDE • NORTH AMERICA TalkSwitch shall not have any obligatio n to repair or replace produc t until the Custome r returns defectiv e product to TalkSwitch. An y replacement product may be either new or like-ne w, and may c ontain remanufactured parts, equivalent t o new in performan ce.
APPENDIX E 205 To obtain warranty service, products mu st be sent to you r reseller or a service facilit y designated by TalkSwit ch. The original end-us er purchaser shall pay all shippin g charges, duties and ta xes for products se nt to TalkSwitch for warranty service.
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APPENDIX F 207 VoIP features (m odels with VoIP trunks only) • Embedd ed SIP serve r and u ser ag ent s • Int e gra t e d re g is t ra r • C an use e xternal SIP se rver s as requir ed •R T P • G.711µ-law/A-law , G.726 (32 Kbps), G.729a • G.
208 T ALKS WIT CH USER GUIDE • NORTH AMERICA Regulatory Approval s 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 Techn ologies Inc. TalkSwitch software is protected un d er copyright law and international treatie s.
210 T ALKS WIT CH USER GUIDE • NORTH AMERICA • Redistribution s o f source cod e mu st retain th e abov e copyrigh t notice , this list of con ditions an d the f ollo wing disclaim er .
APPEN DIX G 211 D) Copyright © 1991-1 992, 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 M essage-Digest Algorit hm” in all material mentioning or referenc ing this softwa re or this function.
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APPENDIX H 213 Basic residential phone wiring Looped wiring Loop wiring is common in most residential h ouses. The de marcation point (see page 2) breaks the incoming phon e lines into ‘lo ops’ that can ru n the length of th e entire house , but are often broken into smaller loops that serve diffe rent areas of the house.
214 T ALKS WIT CH USER GUIDE • NORTH AMERICA Depending on h ow the jack is wired, the phone can be plugged into Line 1, Line 2, or both. Single-line wiring For a sin gle incoming phone line, all phones in the buildi ng will usually be wired using the RED and GREEN wires of the phone cord.
APPEN DIX H 215 Home and home office wiring options prio r to adding TalkSwitch All phones are connected togeth er in a single loop (or in multiple loops) The phones ar e all wired to Line 1. If you have two or more incomi ng lines, the phones ca n be wired to Line 1, Li ne 2 or even both line s for dual line phones.
216 T ALKS WIT CH USER GUIDE • NORTH AMERICA Connecting to phone lines U sing one phone line single-line phon e cord — 2 pins U sing two ph one lines wall jac k to single-line phone co rds — 2 p.
APPEN DIX H 217 OPTION 2 — TalkSwitch controls incoming lines and phones Advantages • Home ph one sy stem and o ffice phone s ystem ar e integr ated tog ether .
218 T ALKS WIT CH USER GUIDE • NORTH AMERICA 1. Ad d a n exten sion block n ext to the pr e vious d emarcation point. 2. T ake th e pre vious hou se loop wirin g and conn ect them to th e four post s of th e exten s ion block. 3. Use an RJ-11 (singl e line) t o connect from th e T alkSwitch.
APPEN DIX H 219 D E 111 112 113 114 114 114 Connecting to TalkSwitch LA N MUSIC PA E1 E2 E3 E4 E5 E6 E7 E8 L2 USB SERIAL POWER L4 L3/L4 L1/L2 PF Conne ctin g to T alkSw itc h Fr om dem arcation poin t.
220 T ALKS WIT CH USER GUIDE • NORTH AMERICA 1. U se dual-lin e ph one cabl e to conn ect fr om the d emarcat ion point to T alkSwit ch. Y ou wil l need to pur chase the du al-lin e phon e cable (availabl e at most hardwar e stores) or wir e it and crimp it yourself.
GLOS SARY 2 2 1 Star/asterisk sign The char acter at the bottom l eft of y our touch tone tel ephon e number pa d. Number/pound sign The char acter at the bottom righ t of y our tou chton e teleph one n umber pad. 3-w ay calling /confer ence call Conn ecting th re e parties t og eth er fo r one t eleph one co nver sation.
2 2 2 T A L K S W I T C H USER GUIDE • NORTH AMERICA in coming call on a tel eph one line th at is alr ead y in us e . Call w aitin g allo ws yo u to t oggle fr om one call er to th e other . Centre x/Plexar Centr a l o ffice exchan ge s ervice . The tel ephon e compan y offer s PBX features on a ‘pay-per -service’ basis .
G L O S S A R Y 223 digital signals f or data stor age or tr ansm ission o ver digital lin es. The digital signal is converted back t o a nalog w aves that y ou can hear .
2 2 4 T A L K S W I T C H USER GUIDE • NORTH AMERICA Icon A small picture re presentin g a program, an action or a feature in th e configuratio n softw are . When y ou click on an icon, the pro gram, a ction or feature is a ctivated. IETF Intern et Engin eering 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 pan el of T alkSwitch which can a ccept an RJ-11 plug from a telephon e line or PBX s ystem. Y ou can plug in a sin gle-lin e teleph one cable in to this jack and it becom es a usable T alkSwitch line .
2 2 6 T A L K S W I T C H USER GUIDE • NORTH AMERICA Pr ompt Recor ded in struction s played t o a caller b y T alkSwitch. Pr ompts ar e also us ed to pr ovid e instru ction s when you configu re T alkSwitch u sing a tel e ph one ke ypad. PSTN Public Switched T elephon e Netw ork .
G L O S S A R Y 227 SIP Session Initiation Protocol . A signalin g pro tocol, d e velop e d by t he Int e r ne t engin eering task for c e (IETF). SIP server A server u sing the SIP pr otocol to mana ge calls betw een SIP de vices. Serial port Serial port s ar e ph ysical pl ug-ins .
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I ND E X 22 9 A A dministr ation sy stem password 35 An nou nc eme nts configurin g 67, 78 rec o rdi ng 1 4 1 Au dio c ontrols 107 e xtension s 107 lin es 107 Aut o attendant 80 a ddin g and configurin g 80 a dditional features 86 automatic f a x detection 85 erasin g messag es 83 loa d ing m e ssag es 83 receivin g calls with.
230 T ALKS WIT CH USER GUIDE • NORTH AMERICA Call tran sfer configuring tr ansfer options 108 from a r emote exten si on 60 from an anal og extension 120 same line conn ect 59 scr een ed tr ansf er .
IND EX 231 L Lin e hun t groups 42 Local area n e twork 157 connectin g 9 IP configur ation 37 LAN connect or 4 netw orking unit s 21 optimizing f or V oIP 156 optimizing th e system 25 router/N A T/f.
Een belangrijk punt na aankoop van elk apparaat Talkswitch TALKSWITCH 24-CA (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 TALKSWITCH 24-CA 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 TALKSWITCH 24-CA vinden. Op dit manier kan je controleren of het apparaat aan jouw behoeften voldoet. Op de volgende pagina's van de handleiding Talkswitch TALKSWITCH 24-CA leer je over alle kenmerken van het product en krijg je informatie over de werking. De informatie die je over Talkswitch TALKSWITCH 24-CA krijgt, zal je zeker helpen om een besluit over de aankoop te nemen.
In een situatie waarin je al een beziter van Talkswitch TALKSWITCH 24-CA 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 TALKSWITCH 24-CA kunnen verkorten.
Maar de belangrijkste taak van de handleiding is om de gebruiker bij het oplossen van problemen te helpen met Talkswitch TALKSWITCH 24-CA . 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.
