Home

TalkSwitch User Guide 10th ED v2 - FortiVoice

1. Open File Opens existing configuration files from the PC Default configuration files are included with the software TalkSwitch also backs up to a file called LastSavedConfig dat every time you save settings to TalkSwitch Save to TalkSwitch Saves the current configuration to TalkSwitch Save to file Saves the current configuration to a file Exit Closes the Configuration and returns to the Control Center Menu Items Setup Set active mode Changes the current mode of operation Add Local Extension Allows you to easily configure a new Local Extension Add Remote Extension Allows you to easily configure a new Remote Extension Add Ring Group Allows you to easily configure a new Ring Group Defaults The feature brings up a dialog box which allows you to change the current information in the Configuration window to its defaults or change the whole configuration to its defaults Menu Items Utilities Memory Usage Displays a dialog box showing internal memory usage for Voicemail or Auto Attendant messages ips 22 TalkSwitch User Manual Voicemail Manager Displays a dialog box giving you options to check the status of all voicemail delete a mailbox password and reset mailboxes to factory default Terminal Window Provides a terminal interface for troubleshooting purposes Useful for diagnostics Menu Items Help Support on the Web Launches your browser and directs you to our su
2. go to voice mailbox T alkSwitch s unique Call Cascade feature lets you control routing options for each Local Extension TalkSwitch will route the call along a cascade path with up to three sequential destinations when the extension is either busy not answered has Do not Disturb engaged or when a call is rejected Answered at ext Separate Call Cascade actions can be configured for each TalkSwitch extension and operating mode For Local Extensions there are 4 different Call Cascade situations Busy at extension No answer at extension Answer at extension routing when a call is rejected and Do not Disturb when turned on at an extension For each of these situations you can control how and where you want the incoming call to the extension handled with up to 3 cascade destinations available 1 Busy at extension routing options when this extension is busy Cascade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group built in Voicemail Announcement Auto Attendant play busy tone for example used if a fax machine is at the exten sion queue caller or hang up For more information on these features see chapter 3 0 Using TalkSwitch 2 No answer at ext routing options when this extension does not answer after a specified number of rings Cascade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group built in Voicemai
3. Call Handling Telephone Lines Local Extensions Remote Extensions Call Back Call Bridge Auto Call Back Options Audio Controls Important a _ Anywhere in this manual where there are details specific to the use of m TalkSwitch in a networked configuration you will see the icon to the left Networked For people using only 1 TalkSwitch unit you can ignore any of the comments associated with this icon Configuring TalkSwitch 25 E 2 3 1 System Information 2 3 1 1 Telephone Lines This section tells TalkSwitch about the lines or VoIP ports plugged into its back panel Simply select a line and fill in the information For each line there is a status message Line detected at initialization indicating if TalkSwitch detected a line plugged into the associated line port If a line is plugged into a line port and is not detected check your telephone line and then choose File gt Retrieve settings to update the screen TalkSwitch Configuration File Utilities Help About TalkSwitch TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 System Information Mii IV Activate line Calibration ine Hunt Groups Line 1 7 P Fax Information EOC Telephone Line E Calibration allows TalkSwitch Local Extensions Line 2 Line detected at initialization Yes po rot sale a Bridge Remote Extensions Phone numbers Extension Ring Groups ines i n z Calibration should be On Hold Ringback Main number 555 12
4. 2 0 Configuring TalkSwitch 63 fe 2 3 4 3 Call Bridge Call Bridge is a useful feature for saving money while using Call Back or on it s own to avoid inflated long distance rates such as with cell phones TalkSwitch Configuration File Utilities Help About TalkSwitch Call Bridge System Information Voicemail Call Handling Call Back Call Bridge Auto Call Back Prompted Call Back Call Bridge Options M Activate Call Bridge Call Bridge 1 Call Bridge 2 Note These account passwords are used only when Call Bridge is used without Call Back Use 4 8 digits Password 566879 Hunt Group Access Call Bridge 3 Call Bridge 4 There are four Call Bridge accounts activated by passwords Each account can be configured to allow access to certain Hunt Group s when using Call a Bridge To use Call Bridge call into TalkSwitch from any out of office telephone At the Auto Attendant message dial the Hunt Group you have the account password for you will then be prompted for the account password Enter the password then the key to access a TalkSwitch telephone line At this point you can dial a number as though you were sitting in the office Dialing Hunt Group 80 will use the Telephone Company 3 way calling service if availableon y How to use Call Bridge 1 Call into TalkSwitch from any out of office telephone 2 At the Auto Attendant message dial the Hunt Group you know you have the account passwo
5. 27 In the Calibration section After you have configured the lines it is recommended that you calibrate the lines Completing this procedure optimizes your telephone line volume levels for the Call Bridge and Call Forwarding with Remote Extensions features Note Only lines that are detected can be calibrated 2 3 1 2 Line Hunt Groups There are a total of 9 Line Hunt Groups for controlling outbound call line selections These Line Hunt Groups are used by the Local and Remote Extensions and when using the Call Bridge feature Each Hunt Group can support several line choices and will attempt to grab an available line in the order that they are listed Lines to hunt for that Hunt group These settings have no effect on incoming calls TalkSwitch Configuration File Utilities Help About TalkSwitch Line Hunt Groups System Information Telephone Lines Line Hunt Groups i Hunt Group 9 rac omen Line Hunt Group name Hunt group 9 Local Extensions Remote Extensions 81 Extension Ring Groups Music on hold 82 Voicemail Call Handling 83 Call Back Call Bridge Options 84 Set Line Hunt Group Lines available Lines to hunt 85 86 87 88 Click the available line or lines that you would like to add to this Hunt Group you can multiple select by holding down the CTRL key on your keyboard Click the gt gt button to move them into the right hand Lines to hunt column To remove lines from the Hunt
6. 2 3 1 3 Fax Information The information in this tab helps configure TalkSwitch to handle faxes TalkSwitch Configuration File Utilities About TalkSwitch Fax Information System Information Telephone Lines Line Hunt Groups Local Extensions Remote Extensions Dedicated fax line Extension Ring Groups Music on hold Fax number 555 5678 Voicemail Call Handling Call Back Call Bridge Fax extension Options Extension number Automatic Fax Detection If you currently have a dedicated fax line or phone number and wish to configure this line or phone number to handle fax calls only select the appropriate line from the list If you have a fax device connected to one of the Local Extensions select the extension from the list The last digit of the Local Extension 3 number is used to identify the extension port at the back of your TalkSwitch unit For instance if you plug your fax machine into E4 at the back of your TalkSwitch unit then you would assign Local Extension 114 to that fax If you configure both options in this section then TalkSwitch will automatically 2 0 Configuring TalkSwitch 29 iz If you have a dedicated fax line or a Distinctive Ring number for faxing associated to a line please choose this Fax number in the list If you don t have a line dedicated for inbound faxing select none If you do not see your fax number in the list make sure you have activated the appropriate line o
7. Appendices Glossary Index Appendix A Help amp Troubleshooting 0 000 eee eee eee Appendix Appendix C Quick Commands and DTMF Functions Appendix Appendix Appendix Appendix Appendix B D G H E TalkSwitch One Year Warranty 000000 e eee eee Using TalkSwitch with Telephone Company Calling Services Safety Precautions and Regulatory Information Retum Policy ease Jetted SY ae eee 2 Specifications isc B ajc do Rei Ps Salsa bee hes tee TalkSwitch and Power Interruptions 00005 Installing TalkSwitch 1 1 What s included with TalkSwitch The TalkSwitch products come shipped with the following items 1 The TalkSwitch Unit AC Power Adapter Warning never use any other Power Adapter other than the one provided with the TalkSwitch tS 9 pin Serial Cable 6 RJ 11 Telephone Cable 2 Software CD This contains the configuration software and documentation Quick Reference Cards Local Extension Use TalkSwitch Start Guide TalkSwitch Memory Card optional purchase for TalkSwitch 48 models OO A De A eRe If any of these items are missing please contact your reseller The TalkSwitch Line jacks are sensitive to high voltage spikes from lightning If you live in an area where electrical storms occur regularly we recommend that you protect TalkSwitch by plugging the telephone cords coming fr
8. DTMF descriptions dialed from a Local Extension DTMF 1x1 1x8 119 2x1 2x8 250 299 300 309 lt flash gt if connected to a caller lt flash gt at internal dialtone lt flash gt at external dialtone J 1x1 1x8 EJ 2x1 2x8 EJ 4x0 4x9 63 63 1x1 1x8 G 69 2x1 2x8 E E3 4x0 4x9 ope lt flash gt 4 fo Function performed Intercoms a Local Extension Reserved Dials a Remote Extension associated with an external phone number Speed dial for VoIP calls TalkSwitch will hunt the VoIP ports go off hook then dial the digits entered Dials an Extension Ring Group 10 in total for the entire system Mapped to local extension s with specific fall through options Puts caller on hold It retrieves the most recent caller put on hold Switches to internal dialtone Used mainly when an extension has Direct Line Access enabled Dials into a voice mailbox Internal voicemail retrieval access G GEJ accesses the mailbox associ ated to that extension Completes a transfer and returns to internal dialtone External PA Access Notes Direct dial from dialtone x represents the Unit ID Direct dial from internal dialtone Direct dial from internal dialtone x represents the Unit ID Direct dial from internal dialtone Direct dial from internal dialtone After putting a caller on hold you receive internal dialtone To retrieve the caller on hold for the most
9. Extension 114 as this will allow for calls to be received or made through Line 1 of TalkSwitch This is where you plug in your telephone lines RJ 11 If you have 2 lines out of 1 phone jack you can plug into the L1 L2 jack Use a surge protector if you live in an area prone to lightning strikes Use the USB port if your PC supports USB connectivity If you use the USB port you cannot use the serial port simultaneously Windows 2000 XP currently not supported for USB connectivity Installing TalkSwitch 3 E SERIAL Attach the supplied serial cable RS232 that connects TalkSwitch to your PC If you use the serial port you cannot use the USB port simultaneously POWER Plug the supplied AC Power Adapter in here Rating 16VAC 1 1 A output Do not use any other power adapter as this may cause damage By default TalkSwitch is set to Serial connection To activate USB connection dial E391 EJ from an extension then reset TalkSwitch To return to Serial connection dial E7 90F and reset TalkSwitch The PF box in between E4 and L1 L2 represents power failure support In the event of a power failure or loss of power to TalkSwitch Extension 114 will be able to receive calls and make calls on Line 1 1 3 2 The TalkSwitch 48 T gana AA E5 E6 E7 L3 L4 L4 MEYORI S ON 00 BADADA a c L MUSIC PA E2 E3 SERIAL POWER Jacks Ports What to plug in MUSIC Plug in a radio C
10. To play back the message dial 51 then Step 4 If you are satisfied with the recording simply hang up If you would like to re record the message repeat steps 2 and 3 Load Auto Attendant Selecting this button displays a dialog box with instructions on how to lo ad an Auto Auto Attendant messages can be loaded into TalkSwitch using a PC i These messages must be recorded using 8 KHz 8 bit Mono u law Attendant using a pre recorded format and saved as a wav fie wav file If you want to have Auto Attendants professionally Eales recorded make sure you specify that the files need to be 8KHz 8bit mono and saved as a mu law format wav file Load Auto Attendant Erase Instructions Selecting this button displays a dialog Erase Auto Attendant Message x box showing the instructions on how to r Instructions to erase this Auto Attendant erase an Auto Attendant using a message using an extension telephone telephone It is a good idea to erase any Step 1 unused Auto Attendants since they share Pick up an extension handset and dial to enter 2 command mode If required enter the the same memory as voicemail Administrator Password followed by the key Step 2 Dial 041 then ie 48 TalkSwitch User Manual View Auto Attendant Memory Usage Selecting this button displays the PESSET amount of time used by all of the Auto Attendants This feature helps you keep track of memory usage as you may have unu
11. You can dial 00 at anytime to check the Unit ID of the unit you are connected to Problem After recording an Auto Attendant greeting can t play it back e After recording an Auto Attendant on one of the TalkSwitch units it will then copy the Auto Attendant to any other TalkSwitch units on the LAN During this process you cannot listen to that particular Auto Attendant Try again in a few minutes Problem Calls are not always reaching my voicemail e In extreme cases when the system is in high use all channels across the LAN might be in use so calls cannot be transferred to extensions or voicemail If this situation appears to be happening frequently you may want to consider optimizing how the system uses lines In the Line Hunt Groups section of the software we recommend that you enable the Hunt lines on same unit first option Also try to keep a proportionate number of lines connected to each TalkSwitch that properly matches the number of extensions connected extensions that are actually used frequently al 110 TalkSwitch User Manual Example You have 2 TalkSwitch units 6 lines and 12 employees The 6 lines have the Hunt Rollover service from the phone company Suggested setup Plug the 4 highest traffic lines into unit 1 Also connect the 8 highest phone usage employee extensions to unit 1 Next connect the remaining lines and extensions to unit 2 Make sure you leave the Hunt lines on same unit first
12. option enabled in the Line Hunt Group section of the software This arrange ment keeps most of the traffic on unit 1 and any outbound calls made from any extension will most of the time go out on the same unit the extension is connected The same will apply for inbound calls forwarded to Remote Extensions The call will be forwarded out on a line belonging to the same unit that the call came in on If a line on that unit is unavailable then the call will be forwarded out on a line on the other TalkSwitch unit Problem Calls across the LAN are lower in volume e Check the line gain levels on the Audio Controls page located in the Options folder in the TalkSwitch configuration You may need to boost the Line gain levels on one or more lines to compensate for high loss lines Take note that if these controls are set improperly and your lines are problematic you may hear an echo effect when calls are made across the LAN Appendices 111 E Appendix B Using TalkSwitch with Telephone Company Calling Services Many of the calling services offered by your local telephone company are compatible with and enhanced by TalkSwitch s capabilities Caller ID Call Display Displays the telephone number and name associated with an incoming call TalkSwitch is capable of regenerating the Caller ID and passing the information to its Local Extensions when incoming calls are transferred by the Auto Attendant TalkSwitch regenerates the Ca
13. to telephone lines you will have to include a Line Hunt Group prefix 81 88 or 9 before the number you are dialing For more information about Dial Out Access and changing your Modem s dial properties see section 3 2 9 External modem telephone line access e You may have to change your Modem s properties so that it waits for a dial tone before it begins dialing your Dial Up Networking number For more information about changing your Modem s properties see section 3 2 9 External modem telephone line access Problem One of the Local Extensions telephones does not ring e Some telephones require more voltage in order to ring These phones are usually the older Bell phones that have mechanical ringers These phones are simply too much of a load for TalkSwitch and should not be used as an extension e Make sure the telephone cord you are using between the phone and TalkSwitch is working properly Also check to make sure the ringer is turned on for your phone Problem Extension s ring but there is no caller e This can occur when a caller hangs up after the Auto Attendant has begun to play In some areas the Telephone Company s disconnect clear signal is weak This is the reason the Auto Attendant may not pick up the disconnect signal right away when a caller hangs up Because the Auto Attendant will receive no response after playing its message the call will fall through to your settings for the User does not m
14. to three sequential destinations when the extension is either busy not answered or when a call is rejected Answered at ext Separate call cascade actions can be configured for each TalkSwitch operating mode If you want calls to follow the Remote Call Cascade options seamlessly we recommend you use play accept reject prompt or play caller s name first located under the Answered at ext tab and enable Music on hold and use another line to forward the call For Remote Extensions there are 3 different Call Cascade options For each of these options you can control how and where you want the incoming call to the extension handled with up to 3 cascade destinations available 1 Busy at extension routing options when this extension is busy Cascade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group built in Voicemail Announcement Auto Attendant play busy tone or hang up If voicemail or a phone company prompt answers calls when your cell phone is busy you may want to consider using the Play accept reject prompt option under the Answered at ext tab E 54 TalkSwitch User Manual 2 No answer at ext routing options when this extension does not answer after a specified number of rings Cascade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group built in Voicemail Announcement or Auto Attendant keep ringing or hang
15. 1 2 and 3 for any of the Auto Attendants you can set the option to 4 seconds This pretty much guarantees that callers will have more than enough time to dial all 3 digits of any extension without accidentally falling through to one of the Auto Attendant options 3 If you don t want to give callers the ability to dial any of the extensions and only permit them to access single digit options set this value to immediately As soon as TalkSwitch detects the first digit it will follow the specified option for that Auto Attendant Ring Patterns This option allows you to check the ring pattern of your Telephone Company lines When you activate this feature you will need to call into any of the lines connected to TalkSwitch and let it ring at least 3 times before the Auto Attendant answers the call After TalkSwitch captures 2 ring patterns the information will be displayed in a dialog box Please take note of this information and pass it along to Centrepoint Technologies support if you are having problems with TalkSwitch answering the lines and playing the Auto Attendant Echo Suppression This option only applies when 2 or more units are networked together on a LAN This feature improves echo related issues that can arise with certain line conditions If you notice echo related symptoms on some calls it may be that these calls are originating from another unit on the LAN and the line conditions at your location require echo s
16. 444 555 0000 IV Use Announced Message Call Back 2 Prompted Call Back A Call Bridge F Use dialing prefix Options Call Back 3 Record Message Number used to trigger Auto CallBack 555 4567 Call Back 4 IV Use password on Call Back M Allow Call Bridge Use 4 8 digits Password 1234 Hunt Group Access Working together Call Back and Call Bridge act as your personal long distance operator Whether you are across town or around the world you can place calls from your home office telephone line s accessing your long distance savings plan Call Bridge allows you to place calls from your office telephone lines when you are not in the office You can make a direct call to TalkSwitch activate Call Bridge and enter the telephone number you want to dial TalkSwitch dials the number from your home office telephone lines and bridges the two calls together Number to call back Enter the Call Back number This phone number should be entered exactly as you would normally have to dial the number from this line i e do not enter a Line Hunt Group in the dialing string Use dialing prefix If you usually have to dial the same prefix when using Auto Call Back for example a long distance calling card number you may want to enable Use dialing prefix with Call Back number Enter the dialing prefix including any required pauses or feature keys such as J or 7 The corresponding key for inserting a 2 secon
17. Conference or Centrex Transfer serv ice or when transferring calls through an existing PBX system The value can be adjusted from 50 ms to 900 ms The default setting is 400 ms If you notice that you are having problems with any of the TalkSwitch features that use 3 way calling you may want to experiment with this value Double Flash time When two flashes are detected TalkSwitch needs to calculate the time between the flashes to establish if they were intended to propagate a flash at the CO or if it was the intention to place a caller on hold then quickly retrieve them The Double Flash time values signify the maximum time between two flashes that TalkSwitch will recognize as an intended flash to the CO When two flashes are detected with a time gap larger than the value displayed no flash will be propagated at the CO The value can be adjusted from 200ms to 2000ms with the default set at 1200ms 3 Way Calling wait time This option adjusts the time required between flash hook and a dial string Some telephone company 3 Way Calling Conference services require different time allowances after the flash signal to re establish dial tone The default time is 2 seconds so that TalkSwitch can let the lines settle after going off hook before sending the DTMF digits Direct line access and modems Some modems emit a flash signal when going off hook If this occurs in unison with direct line access the modem can potentially put the outside lin
18. Networked If you have 2 or more units networked be sure to update each unit Units will not operate properly if they are networked together with mismatched firmware versions To confirm all units are properly loaded you can select View Details on the About TalkSwitch page in the configuration See Below Networking Details Unit ID MAC Address Hardware Firmware 1 00 50 EE FF F4 78 48NLS 238 52 2 00 50 EE FF 60 EF 48NLS 2 38 52 3 00 50 EE FF E4 20 48NLS 23852 Select a Unit ID then click Identify if you Unit 1 need to physically identify the different aa TalkSwitch units When you click on this button all the lights will flash on the Identify specified unit In the event the firmware update was unsuccessful please try the update process again and follow the instructions If you continue to have problems please contact your reseller or Centrepoint Technologies Firmware updates will not alter your system configuration In the event of a major system update it may be necessary for the configuration file to be reset to default values In this case you will need to reconfigure the entire system In the case of a major system update Centrepoint Technologies will mention any issues involved with the firmware update E 98 TalkSwitch User Manual If you replaced your computer with a new one please use the software that matches the latest version of firmware running on Talk
19. Placing Intercom calls from one Local Extension to another Local Extension Remote Extension or Extension Ring Group You can place intercom calls from one Local Extension to another Local Extension Remote Extension VoIP Extension or Extension Ring Group by simply picking up the extension s handset and dialing the number of the extension with which you wish to intercom An Intercom call can be identified by a unique ring cadence 2 short rings except in the case of a Remote Extension Intercom call where the phone will ring as usual or if a Ring Group has selected a different ring cadence other than normal Intercom calls do not follow Call Cascade sequences of the extensions Call Cascade is only followed after the call has been transferred Placing out of office calls from a Local Extension To place a call to an out of office telephone number from a Local Extension you must first access an available line by choosing a Hunt Group 9 81 88 at the internal dial tone Restrictions to specific Line Hunt Groups can be configured per extension Your extension can also be configured to Directly Access a specific line i e when a handset is picked up you will hear the Telephone Company dial tone not TalkSwitch s and can dial an outside telephone number as usual If you have Direct Line Access enabled for a Local Extension you will need to dial Flash before dialing any extensions accessing voicemail or other system features
20. activate Call Bridge and enter the telephone number you want to dial TalkSwitch dials the number from your home office telephone lines and connects the two calls together the call you made to TalkSwitch and the call TalkSwitch made from your home office to the dialed party Here is how it works Step 1 Call your TalkSwitch telephone number to activate Call Back then hang up Step 2 TalkSwitch calls you back within 10 seconds You answer and accept Call Back Your Auto Attendant will play or if you have none recorded the TalkSwitch message will play e aa In your office Fee In your office nog Wan in the s no 2 Re gt X K in the 2 Configuring TalkSwitch 57 ral Step 3 You can now access any TalkSwitch extension voice Make multiple calls te mailbox or use Call Bridge to in the world your own office make calls around the globe O just as if you were sitting in or am Cm No eae oe OO or Access any Te in mailbox Dial any extension There are two ways to activate Call Back 1 Auto Call Back Auto Call Back is immediate and eliminates the initial long 2 distance call charge required to activate Call Back When using Auto Call Back all the Call Back settings must be pre configured before Call Back is activated To use Auto Call Back activation simply dial your home office tele phone number let the call ring twice and then hang u
21. an extension e You have an audio device plugged into TalkSwitch but have not enabled turned on the Music on Hold feature found on the On Hold Ringback tab in the System Information folder Problem Callers hear One moment please message and then total silence when the Auto Attendant transfers their call to an extension e You have enabled turned on the Music on Hold feature but have not attached an audio device to the MUSIC jack on TalkSwitch e There is a problem with the music source Check all connections and power Problem Callers hear only silence when put on hold at an extension e You have enabled turned on the Music on Hold feature but have not attached an audio device to the MUSIC jack on TalkSwitch e Make sure you use the Flash or Link button to put callers on hold If you use the Hold button on a regular phone callers will be placed on hold at the phone and since TalkSwitch didn t receive a signal to indicate a caller is to be placed on hold no music can be played Problem Sometimes callers do not hear Music on Hold e Make sure you have a music source connected to the MUSIC jack at the back of each TalkSwitch unit connected to the LAN Call Routing with Local Extensions and Home Phones Transfer and Intercom Problem Callers are disconnected when transferring calls from one extension to another e Itis possible that if you are using the hookswitch to put callers on hold rat
22. an open COM port on your PC USB Use a USB cable to connect TalkSwitch to an available USB port on your PC or USB hub Ethernet With the TalkSwitch 48 models TalkSwitch can be configured using a PC connected to the same LAN as your TalkSwitch units TalkSwitch cannot be configured from the Internet Modem Using a PC with a dial up modem and running the TalkSwitch con figuration software you can choose to call TalkSwitch from anywhere in the world then connect and configure the system 1 4 4 1 Connecting TalkSwitch to a PC using a Serial cable If you have an available Serial port then connect TalkSwitch to your PC using the Serial cable provided with TalkSwitch By default TalkSwitch is shipped with the Serial port enabled and the USB port disabled so you do not have to do anything to get it working using the Serial port If you were previously using USB and are switching back to Serial connection then you will need to switch TalkSwitch back to Serial mode Pick up a phone connected to one of TalkSwitch s local extensions and dial EF to enter command mode If you have an administrator password enabled enter the password Dial 90 then to enable the Serial connection Next turn TalkSwitch off then back on again to activate the Serial connection TalkSwitch Preferences x r Communication Setup Select the method to be used for communicating with TalkSwitch Connection Seria USB Port x Help Association c
23. are available will start ringing within 5 seconds of hanging up the phone from a previous call The 5 second delay gives you time to make a new call or activate Do not Disturb as a log out option After your extension rings 5 times it will ring once every 16 seconds and when picked up you have the option to take the call or make a new call 3 2 7 Conference calling with TalkSwitch 2 TalkSwitch Local Extensions and 1 outside caller You do not require access to the telephone company s 3 Way Calling Conference service to use TalkSwitch s conference calling capabilities 1 Establish a call with an outside party 2 Place the outside caller on hold by pressing flash and dial the number of the Local Extension you wish to conference with 3 When the extension is picked up you can establish the 3 way call at anytime by pressing flash then 6 2 outside callers and 1 Local Extension eg Line 1 and Line 2 You can do this type of conference call using two different methods The first method is similar to above using only TalkSwitch for the conference function 1 Establish a call with an outside party 2 Place the outside caller on hold and dial the number of the other outside party you wish to conference with If you have Direct Line Access enabled at your extension you will first need to dial 9 or another Hunt Group before dialing the second phone number 3 When the call is answered you can establis
24. can only be used when the line that the originating call came in on has the 3 Way Calling Conference or Transfer service Centrex Plexar If the line does not have any of these services the call will be forwarded using the Hunt Group chosen in the Connect using section If you have a Transfer and clear service on your line s and want to have TalkSwitch clear lines after forwarding calls to Remote Extensions you will need to enable Centrex Plexar transfer on the Miscellaneous tab under Options If your service requires the remote end to answer the call before the transfer can be made then you should use play accept reject prompt or play caller s name first screening option set on the Answered at ext in the Remote Extension section under Call Handling Note Remote Extensions do not have the ability to manually transfer calls when using Same Line Connect When using Same Line Connect callers will hear silence while they are on hold since the callers are on hold at the Telephone Company and not at TalkSwitch If you want callers to hear music while they are on hold for calls forwarded to Remote Extensions do not use Same Line Connect It s best to experiment with different settings in order to decide what works best for your configuration 2 0 Configuring TalkSwitch 33 ie 2 3 1 6 Extension Ring Groups There are a total of 10 Extension Ring Groups available for your use Ring
25. digitize sound video and any type of movement In all these cases digitization is performed by sampling at discrete intervals To digitize sound for example a device measures a sound wave s amplitude many times per second These numeric values can then be recorded digitally Distinctive Ring The ability to have more than one telephone number that callers can dial to reach the same telephone line Each Distinctive Ring number has a distinctive ring cadence or ring sequence TalkSwitch recognizes Distinctive Ring 1 as 2 short rings Distinctive Ring 2 is identified as 3 short rings Distinctive Ring is also referred to as Ident A Ring Ident A Call Ring Master Teen Service Double Number Personal Ringing Ring Plus Smart Ring Service Special Ring or Customized Ringing Driver A program that controls a device Every device whether it is a printer disk drive or keyboard must have a driver program A driver acts like a translator between the device and programs that use the device Glossary 137 ee DSP Digital Signal Processing Refers to manipulating analog information such as sound or video that has been converted into a digital form DTMF Dual Tone Multi Frequency The system used by touchtone telephones DTMF assigns a specific frequency or tone to each key so that it can easily be identified by a microprocessor EEPROM TalkSwitch s feature settings configuration are stored in EEPROM which is a form
26. directly also dial 400 series mailboxes Internal voicemail retrieval access x represents the Unit ID number les 120 TalkSwitch User Manual Appendix D Safety Precautions and Regulatory Information Safety Precautions Before using TalkSwitch please review and ensure the following safety instructions are adhered to 1 Read Follow and Retain Instructions All safety and operating instructions should be read before operating the equipment followed and retained for future reference 2 Heed Warnings All warnings on the equipment and in the operating instructions should be adhered to 3 Do not operate in environments where the temperature is below 0 degrees Celsius or 32 degrees Fahrenheit If the product was shipped in cold weather please let the system warm up at room temperature for at least 2 hours before plugging it in to a power outlet 4 Moisture Do not place TalkSwitch in a high humidity environment 5 Heat Never place TalkSwitch near heat sources such as radiators floor registers or direct sunlight 6 Power Supply The equipment should only be connected to an approved power supply of the type described in the operating instructions or marked on the equipment Use only the power adapter supplied with TalkSwitch 7 Damage requiring service Do not attempt to service the TalkSwitch yourself Unplug TalkSwitch and refer servicing to a licensed technician when e The plug or power cord has been damaged e T
27. gt gt to move it to the right column Extensions to ring Repeat this process for each of the Extension Ring Groups activated If you wish to remove an extension from a Ring Group highlight that extension in the right column then click the lt lt button Extensions available This is the list of available extensions from which the Extension Ring Group may be built Only active extensions will be available to add to the Ring Group Extensions to ring This is the list of extensions that will ring when the Extension Ring Group is selected from the Auto Attendant or Local Extension All extensions listed will ring simultaneously when this Ring Group is dialed from an extension or at the Auto Attendant 2 0 Configuring TalkSwitch 35 ee 2 3 1 7 On hold Ringback If you wish to have callers listen to music or advertising while they are on hold you will need to enable Music on hold in this tab Talkswitch Configuration File Utilities About TalkSwitch On hold Ringback System Information Telephone Lines Line Hunt Groups Fax Information Local Extensions Remote Extensions Extension Ring Groups BOr hold Rinaback Ringback Settings Voicemail Call Handling 3 E Call Back Call Bridge Simulated ring Options 1 If you encounter availability issues with Voicemail or Auto Attendants we recommend that you use Simulated ring to free up resources On Hold Settings Play double beep tones P
28. in case a unit or multiple units have disappeared off the network adapter unplugged LAN connection disconnected LAN failure etc In this event all systems can still answer inbound calls with the same Auto Attendant messages Voicemail All Local Extension and Remote Extension voicemail data is stored on the unit where the extensions normally reside For example all greetings directory names and voicemail messages for extensions 121 128 221 228 and mailboxes 420 429 are stored on the TalkSwitch with Unit ID 2 If a unit is completely filled with voicemail messages new messages will not be stored on other units The system will simply not accept anymore messages for mailboxes belonging to that unit If you need more memory TalkSwitch Memory Cards can be purchased from your reseller You can also use the Voicemail Memory Manager to view the memory usage of each TalkSwitch unit and each mailbox 1 0 Installing TalkSwitch 7 Configurin esine 2 1 Installing the TalkSwitch Configuration Software Insert the TalkSwitch CD into your CD drive The Install program will automatically launch If the software does not launch automatically you can use Windows Explorer to explore your CD ROM drive Double click the Setup exe file then follow the instructions on the screen If you are installing on a Windows XP machine do not enable Windows 98 compatibility mode for the TalkSwitch software Configuration software system requiremen
29. information 23 25 26 TalkSwitch 24 3 TalkSwitch 48 4 TalkSwitch CD 19 TalkSwitch help 23 TalkSwitch memory cards 5 86 Technical support 99 Telephone Company services 113 Telephone Company voicemail 27 113 Telephone Lines 26 49 Time Scheduler 43 89 Touchtone phone 101 Transferring calls 77 Transferring from a Home parallel phone 68 Troubleshooting 71 99 Two line analog telephone 6 Unit ID 15 16 Unscreened transfer 77 Upgrading the TalkSwitch firmware 92 USB 3 5 9 19 20 94 100 101 Use Same Line Connect 33 View Auto Attendant memory usage 49 View Mailbox data 42 Virtual extension 141 Voice mailboxes 37 85 Voicemail 37 85 106 113 141 Voicemail manager 23 Warranty 125 Warranty service 126 w 146 TalkSwitch User Manual
30. line a generic TalkSwitch Auto Attendant will answer after 15 rings and you can then dial 6 to access the Call Back settings 2 Using Auto Call Back Activation From your out of office location dial one of the Call Back telephone numbers that has been pre configured for Auto Call Back activation Let the line ring at least once but no more than three times and then hang up before the call is answered Within 20 seconds TalkSwitch will dial your Auto Call Back number It is important to remember that all the Call Back settings must be pre configured before using Auto Call Back Please be sure that the Auto Attendant for the line using Call Back does not answer before 4 rings Accepting the Call Back There are two ways to accept a Call Back from TalkSwitch 1 Call Back is normally accepted by answering the call and pressing Fj then if required entering your password This option is used when you have a direct line to your Call Back telephone number 2 The Use Announced message option allows the Call Back from TalkSwitch to reach you even when you are staying at a hotel or are in an office where calls are intercepted by a receptionist or switchboard operator When the Call Back is answered TalkSwitch will begin playing your pre recorded message e g Please forward this call to Jane Doe in room 312 The message will be played repeatedly for 2 minutes When the call is forwarded to you press Fj then enter you
31. mode Anytime TalkSwitch is being configured it is locked so that no other computer or person using a phone can make configuration changes at the same time If you leave the software open for longer than 1 hour TalkSwitch will automatically unlock itself to allow configuration changes 1 4 4 4 Connecting to TalkSwitch from a remote location using a modem TalkSwitch can be configured remotely using any PC with a modem and TalkSwitch software installed To configure remotely using a modem you should first ensure that you have at least version 2 39 of the firmware loaded on TalkSwitch Next using the software that matches the firmware click on PC connection after running the software Select Remotely using a modem for the connection then the associated COM port for that modem lee 10 TalkSwitch User Manual TalkSwitch Preferences x r Communication Setup Select the method to be used for communicating with T alkS witch Connection Remotely using a modem Association comt 7 Connect Exit Next click connect and another screen will appear where you will need to enter the phone number for one of the lines connected to TalkSwitch In order for the modem to establish a connection an Auto Attendant needs to answer on the line you are dialing in on If you do not have an Auto Attendant set to answer on any of the lines TalkSwitch will answer with a generic greeting after 15 rings so t
32. notified on your pager or cell phone when new messages arrive configure the Pager and Remote Phone Notification section Remote Phone Notification If you want to be notified at another location when new messages arrive you can use Remote Phone Notification Simply enter the phone number of the cell phone or location where you want to be notified Notification Settings Detailed instructions are provided for how you may want TalkSwitch to handle notification calls being considered successful or requiring another attempt Pager Notification Use Pager Notification if you want to be notified by pager when new messages arrive Simply activate the feature then enter the pager phone number and the numeric message to be displayed on the pager See following page for screen shot of the pager notification options ip 40 TalkSwitch User Manual Dial notification phone number These parameters control which Hunt Group is used for both the Remote Phone and Pager Notification calls It also allows you to adjust the number of rings before it will abort the attempt then follow the parameters listed in the next section If attempt unsuccessful These parameters control how many times TalkSwitch will try to notify the Remote Phone or Pager before it will abort the entire notification attempt You can also specify the time interval between attempts 2 3 2 4 Global Settings Any changes made to Global Settings will affect all syst
33. of non volatile memory This means that the feature settings configurations remain in TalkSwitch s memory despite interruptions in TalkSwitch s power supply Extended AT Commands An extension of the standard AT Command Set that is specific to TalkSwitch The extended command is indicated by an e g ATIITS Extension Local A Local Extension is any telephone or analog device answering machine fax etc that is plugged into one of the Extensions jacks located on the back panel of your TalkSwitch Extension Remote A call forwarding number that can be any telephone number in any location FCC Federal Communications Commission The FCC is the United States federal regulatory agency responsible for the regulation of interstate and international communications by radio television wire satellite and cable Firmware Firmware is a combination of software and hardware More precisely it is software programs or data that has been written onto hardware micro chips Micro chips ROMs PROMs and EPROMs that have data or programs recorded on them are called firmware Flash button A button on your telephone Pressing the Flash button has the same effect as press ing the Link button or depressing and releasing the hang up switch hook on a telephone All of these actions will send a signal to TalkSwitch to put calls on or off hold Flash EPROM TalkSwitch s firmware program the programming code th
34. provide a single digit option to ring an extension as opposed to 3 digits go to auto attendant TalkSwitch can direct callers to multiple levels of auto attendants For example you might want to use your main auto attendant to provide language options such as press 1 for english 2 for spanish Then you configure option 1 to go to auto attendant 2 english version and option 2 to go to auto attendant 3 spanish version queue at ring group Some might consider this feature to be equivalent to ACD It can be useful for businesses that want to direct calls to a group of employees and keep callers on hold until a member of the ring group is free to take the call play announcement Announcements are useful for providing directions business hours or other information You can inform callers that they can press J to return to the previous greeting go to directory If you want callers to be able to locate employee extension numbers by last name then enable this option for one of the selections ips 46 TalkSwitch User Manual If a fax call is detected If TalkSwitch detects a fax call by CNG detection it has the ability to route it to a Local or Remote Extension or if you do not want to use fax detection you can have TalkSwitch perform no action when detecting a fax call After the Auto Attendant has finished playing and no selection has been made within x seconds If no selection is detected at the specified Auto A
35. purposes as this hub should not be shared with heavy LAN traffic TalkSwitch unit ID 1 TalkSwitch unit ID 2 Connect up to four TalkSwitch units 2 are shown here to the LAN hub Make sure a computer is connected to the phone system either via the LAN or directly from the computer to the TalkSwitch through the USB or Serial port 1 0 Installing TalkSwitch 3 g Option 3 Connect 2 units together via an Ethernet cross over cable If you plan to network only two TalkSwitch units it is possible to network them via a LAN crossover cable Connect the two TalkSwitch units with a crossover cable Make sure you are using a crossover cable and not a regular LAN cable see diagram below for details on how to verify a crossover cable TalkSwitch unit ID 2 TalkSwitch unit ID 1 Crossover Cable Make sure a computer is connected to the phone system either via the USB or Serial port Orange oo J Straight through cable Crossover cable Notice how both ends are identical The ends are different Pins 1 amp 3 are reversed and pins 2 amp 6 are reversed E 14 TalkSwitch User Manual 1 5 2 Setting the Unit ID for the first time When units are shipped from the manufacturer they are all programmed with Unit ID 1 If two or more units are placed on the same LAN and 2 or more have the same Unit ID number then there will be a conflict TalkSwitch identifies this conflict by flashing all the Line li
36. queue caller or hang up 2 No answer at ext routing options when all the extensions in the Ring Group do not answer after a specified number of rings Cascade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group built in Voicemail Announcement Auto Attendant keep ringing or hang up ipo 56 TalkSwitch User Manual 3 Answer at ext routing options when any of the extensions in the Ring Group rejects a screened call Selecting play caller s name first will prompt callers when they choose this Ring Group at the Auto Attendant to record their name When you answer the call at a Ring Group extension it will announce the caller by playing their recording at which time you can choose to accept the call by pressing E or reroute the call to the Cascade options on this tab by either hanging up or pressing J Routing options include forwarding calls to a Local exten sion Remote Extension Extension Ring Group built in Voicemail Announcement Auto Attendant or hang up 2 3 4 Call Back Call Bridge Working together Call Back and Call Bridge act as your personal long distance operator Whether you are across town or around the world you can place calls from your home office telephone line s accessing your long distance savings plan Call Bridge allows you to place calls from your office telephone lines when you are not in the office You can make a direct call to TalkSwitch
37. should choose Normal as the mode of operation unless you are using TalkSwitch as a Line Simulator for a demo Flash Upgrade This activates the TalkSwitch Firmware Update procedure Follow the instructions accordingly About Displays useful information including the TalkSwitch software firmware and hardware version numbers E 20 TalkSwitch User Manual 2 3 Configuration From the Control Center choose Configure The following screen will appear The configuration screen consists of 4 parts TalkSwitch Configuration ee File Setup Utilities Help gidware version TS 48 Call Handling inmware version v2 38f Call Backs Cal Bridge PNersion v2 38s Total memornNs gpacity 24 min 46 sec Current Mode Mode 3 2 min 8 sec TalkSwitch Time 0 TalkSwitch Date asp a e AEGA on Voicemail memory usage click the iin button or select spicy usage from the Utilities menu then Voicemail You can also view the memory age for the Auto Attendants by selecting Memory usage then Auto Attendant from the Utilities menu 1 Menu Items 2 Configuration Navigation Controls what is displayed in the configuration window 3 Configuration Window Displays configuration tabs 4 iGuide Window Displays helpful information about what is displayed in the configuration window 2 0 Configuring TalkSwitch 21 oy Menu Items File Retrieve settings Retrieves settings from TalkSwitch connected to the PC
38. up If you have cell phone voicemail or a phone company message that answers after a specified number of rings and you want the calls redirected to TalkSwitch voicemail please ensure you set the number of rings for this extension to a number less than the cell phone company voicemail or system prompt 3 Answered at ext routing options when this extension rejects a call With Remote Extensions you have the choice between two different Call Screening methods play accept reject prompt and play caller s name first Stay connected is the default setting which means that as soon as the remote phone number is dialed the call is connected Selecting play accept reject prompt will prompt the Remote Extension when answered by stating This is call forward Selecting play caller s name first will prompt callers to announce their name When you answer the call at the extension it will announce the caller by playing the recorded name After hearing either message the Remote Extension can choose to accept the call by press ing J or reroute the call to the Call Cascade options on this tab by either hanging up or pressing J Routing options include forwarding calls to a Local Extension Remote Extension Extension Ring Group built in Voicemail Announcement Auto Attendant or hang up If you select stay connected you will notice that the Call Cascade options are greyed out TalkSwitch can only control for
39. you might want to use this option for forwarding to a Remote Extension for emergency purposes or simply direct callers to a voice mailbox If the caller selects 1 2 3 4 or 5 If the caller presses 1 2 3 4 or 5 at the specified Auto Attendant TalkSwitch can perform one of several actions You may wonder how a caller can press just a single digit like 1 or dial extension 111 at the Auto Attendant and the system understand what it is supposed to do TalkSwitch waits 1 5 seconds for another digit after receiving the first digit If another digit is not received then TalkSwitch will follow the action set for the digit 1 If a caller selects one of the single digit options you can configure to direct the call to one of the following options perform no action If you don t want to use a particular option then set it to perform no action go to voice mailbox You can configure any single digit option to send a caller immediately to voicemail Select the appropriate mailbox or new to create a new mailbox if required go to local extension If you are a small company sometimes it is useful to provide a single digit option to ring an extension as opposed to 3 digits go to remote ext If you are a small company sometimes it is useful to provide a single digit option to ring an extension as opposed to 3 digits go to ring group If you are a small company sometimes it is useful to
40. 1 22 25 Networking Talkswitch 12 No answer at ext 52 54 56 No selection is made 47 Non detection of disconnect clear 72 Open file 22 Options 24 65 Outgoing calls 28 PA 3 4 Pager Notification 38 39 40 Parallel phone 68 81 Park Orbit 78 Part number ii Password on Call Back 60 62 PBX 68 139 PBX extension length 68 PC Connection 20 Personal options Voicemail 87 Placing calls on Hold 77 Placing Intercom calls 76 Playback Auto Attendant 48 Power 3 5 Power Data 2 Power Interruptions 133 index 145 Prompt 140 Prompt function key options 70 Prompted Call Back 58 61 91 Quick Commands 117 Record Auto Attendant 48 Record mailbox greeting 86 87 Recording Auto Attendant messages 45 Regulatory information 121 Remote extension mailboxes 38 85 Remote Configuration 10 Remote Extensions 32 54 Remote mailbox activation 38 Remote Phone Notification 37 39 40 Reset mailbox password 23 42 Retrieve settings 32 Return Policy 129 Ring extensions only no Auto Attendant is played 50 Ring pattern 35 RJ 11 140 Routing options 52 54 56 Safety precautions 121 Save to file 22 Save to TalkSwitch 22 Screened transfer 78 Screening options 84 Serial 3 5 8 19 93 100 Service 120 Set active mode 22 Set Ring Group 35 Setting Unit IDs 15 Software requirements 19 Software version 21 23 92 Specifications 127 System
41. 111 to 118 If it had unit ID 2 then they would be 121 to 128 For details on setting up 2 or more units on a LAN to operate as networked units please see section 1 5 L1 12 L2 13 14 L4 This is where you plug in your telephone lines RJ 11 If you have 2 lines out of 1 phone jack you can plug into the 1 2 and 3 4 jacks Use a surge protector if you live in an area prone to lightning strikes USB Use the USB port if your PC supports USB connectivity If you use the USB port you cannot use the serial port simultaneously Windows 2000 XP currently not supported for USB connectivity SERIAL Attach the supplied serial cable RS232 to connect TalkSwitch to your PC MEMORY SLOT Memory expansion slot Used to expand internal memory for voicemail and Auto Attendant messages TalkSwitch Memory cards can be purchased from your local TalkSwitch reseller Simply place the memory card in the slot and TalkSwitch will automatically detect and start using the extra memory within 20 seconds POWER Plug the supplied AC Power Adapter in here Rating 16VAC 1 1 A output Do not use any other power adapter as this may cause damage 1 0 Installing TalkSwitch 5 we By default TalkSwitch is set to Serial connection To activate USB connection dial E391 EJ from an extension then reset TalkSwitch To return to Serial connection dial E7 90 and reset TalkSwitch No commands are required to use the LAN connection The PF box
42. 3 2 2 Receiving calls at a Local Extension To receive calls at a Local Extension simply pick up the extension s handset when the extension rings If the call went through the Auto Attendant to the extension and it has call screening enabled configured on the Local extension and Ring Group pages you have the choice of accepting the call by pressing 7 or re routing the call to it s Answer at ext Call Cascade options by pressing or hanging up zz 78 TalkSwitch User Manual Call Pick Up Call Grab To intercept a call that is ringing on any other Local Extension before or after the Auto Attendant has engaged pick up your handset and at the TalkSwitch internal dial tone dial 9 This will route the call to your Local Extension To Grab a call ringing specifically at another extension before or after the Auto Attendant has answered dial 37 the extension number ie 97112 to grab a call ringing at extension 112 If you are in the middle of a call and want to connect to another caller calling in press flash to place the first caller on hold then dial 39 or E37 lt ext gt to connect to the second caller Once you are finished the second call or you would like to return to the first caller press flash 7 3 2 3 Placing calls on Hold at a Local Extension To Place calls on hold To place callers on hold press flash Follow the same procedure to take callers off immediate hold If you have multiple c
43. 34 completed whenever a line is i a o dded or changed ekcema Line 4 Distinctive Ring 1 555 5678 eles Call Handling Call Back Call Bridge 7 Distinctive Ring 2 Calibrate Lines Options Telephone Company Services Check the box corresponding to the services currently active on this line M 3 Way Calling Conference Transfer and Clear Centrex Plexar transfer Call Waiting Caller ID Telephone company Voicemail Hunt Rollover Busy Forwarding Check this box if you subscribe to a three way calling or conference calling service on this line TalkSwitch can use this service for the Remote Call Forwarding and Call Back Call Bridge features If you wish to manually use this service with TalkSwitch press the Flash or Link button on your phone twice when you would normally press it once The reason for this change is that TalkSwitch uses the Flash or Link signal to activate many of the features such as Call Hold and Call Transfer If networked you will need to configure the options for all the units At the top of the page you will notice the tabs for up to 4 TalkSwitch units labeled TalkSwitch 1 TalkSwitch 2 etc n Networked Connection type Select what s connected to the Line jack on TalkSwitch Selecting VoIP means that you have a VoIP device plugged into the jack This will now enable callers to select 250 299 from a local extension or auto atten
44. 4 Local Extensions Call Cascade This section configures the incoming Call Cascade options for the Local Extensions The Call Cascade routing options are only engaged if the extension is chosen from the Auto Attendant or if a call is manually transferred to the extension Once a call enters an extension s Call Cascade sequence the extension owns the call It will not follow any other extension s options even if chosen in the Cascade sequence what you see in an extension s Cascade sequence is exactly what you will get You can set up the Call Cascade sequences differently for both scheduling modes the scheduling for these modes are set up on the Modes tab 2 0 Configuring TalkSwitch 51 oy Even if a call is manually transferred to a Local Extension and that extension is busy TalkSwitch will follow the Call Cascade options for that extension TalkSwitch Configuration File Utilities Help About TalkSwitch Local Extensions System Information Voicemail Call Handling Configure Call Cascade for mode Business Hours Modes Auto Attendant Name John Smith Telephone Lines Remote Extensions Extension Ring Groups Busy at extension No answer at ext Answered at ext Do not Disturb Call Back Call Bridge Options If this extension is busy go to remote ext If 211 is busy or not answered IF 112 is busy or not answered after 4 rings go to local ext after 3 rings _
45. 8 3dBm to 30dBm 1 2 4 Extension 4 connects to Line 1 H 51 6mm x W 203 2mm x L 213 4mm 0 675 kg 0 930 kg FCC parts 15 and 68 Industry Canada CS 03 EN 60950 1992 including Amendments 1 2 3 4 11 E 132 TalkSwitch User Manual Appendix H TalkSwitch and Power Interruptions TalkSwitch settings and configurations In the event of a power failure your TalkSwitch settings and configurations will not be lost TalkSwitch s feature settings configuration are stored in an EEPROM An EEPROM is a form of non volatile memory Non volatile memory means that your feature settings configurations remain in TalkSwitch s memory despite interruptions in TalkSwitch s power supply Calling Features In the event of a power failure no TalkSwitch features or capabilities will be available other than Local Extension 114 124 134 and 144 can make or receive calls on Line 1 of their respective units In the event of a power return all TalkSwitch features and capabilities will be re established Mode Scheduling and Power Interruptions When the power supply to TalkSwitch has been interrupted TalkSwitch s internal clock will continue to run for up to 12 hours If you have enabled TalkSwitch s Automatic Mode Scheduling feature and it has been longer than 12 hours TalkSwitch will not function properly until the internal clock is reset via a Caller ID call or with the TalkSwitch configuration software
46. Auto Attendant To enter Command mode dial J at a Local Extension or at the Auto Attendant If you are requested to enter a password enter the Administrator password Next enter any command followed by the 7 sign Command 00 Ox 30 3x Ax 04x 5x 61 64 65 061 064 065 71 74 75 90 91 2xx 8 lt phone number gt 2xx 980 0 2xx 980 1 2xx 9 lt Hunt Group gt 1xx 61 1xx 60 Appendices 117 ial Action TalkSwitch tells you the Unit ID of the unit you are connected to Fiora Assign Unit ID 1 4 to TalkSwitch x 1 to 4 al TalkSwitch tells you which mode it is currently using Switch Modes x lor 2 Record Auto Attendant x 1 to 9 Erase Auto Attendant messages x 1 to 9 Playback Auto Attendant messages x 1 to 9 Record Auto Call Back Announced Messages 1 4 Record Prompted Call Back Announced Message Erase Call Back Announced Messages 1 4 Erase Prompted Call Back Announced Message Playback Auto Call Back Announced Messages 1 4 Playback Prompted Call Back Announced Message Set to Serial connection mode default Set to USB connection mode Enter Remote ext 2xx phone number Enter Remote ext 2xx Turn off Same Line Connect Enter Remote ext 2xx Turn on Same Line Connect Enter Remote ext 2xx Connect using Hunt Group Hunt Group 9 81 88 Enable Do not Disturb at the Local Extension Disable Do not Disturb at the Local Extension
47. Auto Attendant also affects the quality of your recording Try recording the Auto Attendant using another extension telephone Problem The Auto Attendant answers calls before any of the extensions ring This is a problem for those TalkSwitch users who wish to have their Local Extensions ring before the Auto Attendant picks up incoming calls e Check the Extensions to ring column in the Telephone Lines tab in the Call Handling folder It may be that the number of rings after which the Auto Attendant is set to answer calls is set too low Problem The Auto Attendant is transferring calls to the wrong extension e Verify which extension jacks your devices phones faxes are attached to Problem The Auto Attendant answers calls but does not transfer them to the extensions e Make sure your extensions are plugged into the extension jacks on the back panel of TalkSwitch instead of your telephone wall jacks e Check your settings in the Auto Attendant page Are all the options pointing to the correct extensions or other options E 106 TalkSwitch User Manual Music on Hold Problem Callers hear music and ringing when the Auto Attendant transfers their call to an extension e You have an audio device plugged into TalkSwitch but have not enabled turned on the Music on Hold feature found on the On Hold Ringback tab in the System Information folder Problem Callers hear music and a beeping sound when put on hold at
48. C to TalkSwitch via the Serial or USB ports for your modem to be functional If you don t want to change your dial up settings for the modem you will need to enable Direct Line Access for the extension associated to the modem See section 2 3 1 4 for more details on configuring Direct Line Access 1 4 3 Connecting Devices to the Music and PA Jacks The Music jack is designed to support any audio source CD player radio tape player sound card etc for playing music or messages to callers while on hold Simply connect the audio source via its headphone output to the Music jack The Music jack requires a 1 8 3 5mm phono connector If you have more than one TalkSwitch connected to a LAN you will need to provide audio to all the Music jacks on each TalkSwitch The PA jack can be connected to a PA System for external paging or to an amplification system to screen voicemail or to use as a line simulator The PA jack requires a 1 8 3 5mm phono connector If you have more than one TalkSwitch connected to a LAN you will need to provide a connection from each TalkSwitch to the PA system 1 0 Installing TalkSwitch _ Networked 1 4 4 Connecting TalkSwitch to a PC There are four ways to connect TalkSwitch directly to your PC for configuration Serial USB Windows XP 2000 excluded Ethernet LAN port and remotely using a dial up modem Serial Use the provided serial cable RS232 to connect TalkSwitch to
49. D player PC soundcard or any other device that emits an audio signal if you wish to use TalkSwitch s Music on Hold feature This is a 1 8 3 5 mm phono jack Mono cables are recommended If you have multiple TalkSwitch units on a LAN you will need to provide a music source to each TalkSwitch PA Connect to a PA system if you wish to use the external paging feature This is a 1 8 3 5 mm phono jack Mono cables are recommended If you have multiple TalkSwitch units on a LAN you will need to provide a connection from each TalkSwitch to the PA Amplifier Ee 4 TalkSwitch User Manual LAN PORT You can connect to an Ethernet hub using a Category 5 cable with RJ 45 connectors This will support configuration across the LAN If you have 2 or more TalkSwitch 48 units you can network them and they will function as a single system There are 3 LEDs next to the LAN port The top LED is on when a link has been established with any TalkSwitch or PC running TalkSwitch software The 2nd LED is on when data is being received and the 3rd LED is on when data is being transmitted El E8 Plug in any analog device that uses a standard RJ 11 telephone jack such as telephones fax machines internal or external PC modems etc TalkSwitch identi fies the extensions as 1x1 to 1x8 x represents the unit ID number assigned to that TalkSwitch unit By default all TalkSwitch units are shipped with a unit ID 1 This means the extensions are
50. Distinctive Ring 113 137 Distinctive Ring numbers 26 Do not Disturb 53 Double flash 115 Double Flash time 72 DTMF 137 DTMF functions 117 Erase Voicemail 48 Extension Ring Groups 34 56 Extensions to ring on incoming call before Auto Attendant answers 51 External modem 82 Fax call is detected 47 Fax information 29 Fax machine 6 FCC 122 137 Firmware 92 138 Flash activated service 27 Flash button 138 Flash EPROM 138 Flash lengths 72 Flash upgrade 20 92 Front panel 2 General mailbox activation 40 General mailboxes 40 85 Global Message Waiting Indicator 41 Greeting options 87 Home phone 138 How to use Call Bridge 63 89 Hunt Group access 31 61 63 64 Hunt or Rollover 27 114 iGuide 21 Initiate Call Back 58 Intercom 138 Internal clock setting 68 Internal voicemail 85 LAN 5 10 12 13 14 15 16 17 24 LAN port 4 LED lights 2 100 Line Hunt Groups 28 Link button 135 Local extensions 30 51 Local extension mailboxes 37 85 Local mailbox activation 37 Making and receiving calls 76 Manual call forwarding 83 Manual mode switching 89 Manual transfer 67 77 Memory Card 5 Memory Usage 22 Memory slot 5 E 144 TalkSwitch User Manual Menu Items 21 22 File 22 Help 23 Setup 22 Utilities 22 Miscellaneous 68 Mode switching 43 89 139 Modes 43 89 139 Monitor 20 139 Music 3 4 Music on hold 36 87 Networked 12 15 2
51. Group use the lt lt button to move the selected lines back into the Lines available column The default setup Hunt Group 9 selects any available line Hunt Group 81 selects Line 1 Hunt Group 82 selects Line 2 Hunt Group 83 selects Line 3 for the TalkSwitch 48 only Hunt Group 84 selects Line 4 for the TalkSwitch 48 only lps 28 TalkSwitch User Manual First select a Line Hunt Group then name the group s if desired Under Set Line Hunt Group select the lines you wish to add to the Hunt Group from the left column Lines available then click the gt gt button to move it to the right column Lines to hunt Repeat this process for the other Hunt Groups Lines will be hunted in the order they are listed from top to bottom If units are networked you will notice the option Hunt lines on same unit a first is visible and checked by default This feature helps optimize how Networked TalkSwitch uses lines for outgoing calls It is recommended that you keep this option engaged if you want to minimize blocking Blocking can occur if too many calls are placed across the LAN simultaneously TalkSwitch systems can support up to 6 calls simultaneously The likelihood of a call being blocked is very small for most people In the event the system is loaded with calls and an inbound call cannot be directed across the LAN the call will be handled according to the busy call cascade settings
52. Groups are extensions 300 to 309 By default extension 300 is configured to ring all extensions TalkSwitch Configuration File Utilities Help About TalkSwitch Extension Ring Groups System Information Telephone Lines Line Hunt Groups IV Activate Ring Group Fax Information Local Extensions Ring Group name Sales Remote Extensions Extension Ring Groups Music on hold Voicemail Extensions Extensions Call Handling Do not ring to ring Call Back Call Bridge Ext 114 Ext 111 Options Ext 115 Ext 112 Ext 116 Ext 113 Ext 117 Ext 118 Set Ring Group Ring patter short short short v Ring Groups are groups of Local Extensions that ring in unison TalkSwitch supports 10 Ring Groups 300 309 that are selectable from other Local Extensions and Auto Attendants Ring Groups are particularly useful to smaller organizations For example if your employees handle both sales and support questions you can assign their Local Extensions to two separate groups with different ring pattems Your employees will then be able to distinguish between sales and support calls before they answer them In order to properly activate the Ring Group you must first place at least one extension in the Extensions to ting column Different uses for Extension Ring Groups Example 1 You are the president of a company and you don t want to handle calls from the general public yet you w
53. Nest to proceed with the update Cancel Help Click Next to proceed with the update The next screen will indicate what files need to be updated on TalkSwitch If a file is not required then it need not be selected Required files will be checked and greyed out Click Next to proceed with the update TalkSwitch The following checked files will be updated Files Status IY Boot Block Required 7 Firmware Required I Prompts File Required 3 Updates Selected Total Size 2536 K Click Next to install the updates Cone The actual update process will take approximately 3 15 minutes depending on how many files are needed for the update and how many units are being updated During the update the LED lights on TalkSwitch s front panel will show diagnostic indicators for part of the update then the Data light will flicker for the remaining portion of the update if the prompts need to be loaded 3 0 Using TalkSwitch 97 E When the update is complete you will see a message indicating the update was successful In the event you are updating more units then one of the following will occur 1 If you are updating the units using a PC connected via the LAN then the update will automatically proceed to the next unit 2 If you are using a PC connected via the Serial or USB port then the software will prompt you to connect the Serial or USB cable to the next unit for continuing the update EN
54. Queuing and retrieving callers 3 2 6 1 Queuing calls to a single extension Call Queue is a useful feature for placing multiple callers on hold at your extension while you are on an existing call Call Queue is enabled in the Call Cascade section in the Call Handling folder for Local Extensions and Extension Ring Groups Callers will get queued at your extension if you set the first level in the Busy at extension Call Cascade to queue caller If an extension is chosen at the Auto Attendant or the caller is transferred from another extension and the extension is currently busy and has queue caller set for the Busy at extension Call Cascade the caller will hear one of the following prompts then music if enabled while they are on hold Uf the call came from the Auto Attendant and the extension has a voice mailbox The extension you have reached is currently busy If you wish to continue holding please remain on the line To leave a voicemail message press 1 and to return to the main menu press 3 If the call came from the Auto Attendant and the extension has no voice mailbox The extension you have reached is currently busy If you wish to continue holding please remain on the line and to return to the main menu press amp Jf the call was transferred from another extension there is no Auto Attendant on this line and the extension has a voice mailbox The extension you have reached is currentl
55. Switch If obtained from the website you can once again download the install file All install files found on the website have both the entire software program and the latest firmware They are not simply upgrade files 3 0 Using TalkSwitch 99 Se Appendices Appendix A Help amp Troubleshooting Appendix B Using TalkSwitch with Telephone Company Calling Services Appendix C Quick Commands and DTMF Functions Appendix D Safety Precautions and Regulatory Information Appendix E TalkSwitch One Year Warranty Appendix F Return Policy Appendix G Specifications Appendix H TalkSwitch and Power Interruptions 3 0 Appendices 101 a Appendix A Help amp Troubleshooting If you are having problems with the configuration or operation of TalkSwitch please check the Troubleshooting section starting on this page If you don t find the solution to your problem next try checking the FAQ section located under the Support area at our website www talkswitch com support There is a vast amount of information available on the website If you cannot resolve your problem and require further assistance you can do one of the following 1 Contact your TalkSwitch reseller 2 Contact our Customer Support department by e mail help talkswitch com 3 Ask for a Technical Support Specialist If you would like to speak with a Technical Support Specialist call Centrepoint Technologies at 613 725 2980 weekda
56. When power is restored to TalkSwitch TalkSwitch will check the time and determine the mode it should be in according to the configuration and set itself to that mode To check the current mode of operation dial J at a Local Extension to enter command mode then enter a password if required Next dial 30 then Fj TalkSwitch will report the current mode Appendices 133 oy Glossary Star Asterisk Sign The character on the bottom left of your touchtone telephone keypad Pound Sign The character on the bottom right of your touchtone telephone keypad It is also commonly called the number sign 3 Way Calling Conference A service provided by telephone companies which allows you to connect parties on three different telephone lines together for one conversation 3 Way Conference Call Connecting three parties together for one telephone conversation TalkSwitch offers its own 3 Way Conference feature and also allows you to use the 3 Way Conference Calling service provided by local telephone companies Analog All sound actually begins in the form of sine waves and must be in this form to be heard by the human ear Analog devices phones answering machines etc transmit and receive sound in the form of sine waves The telephone lines in your home are also designed to carry analog signals sine waves TalkSwitch is an analog device and will work with any other analog device or telephone system Auto Atte
57. __ TalkSwitch DESKTOP PHONE SYSTEM User Guide Software amp Firmware Version 2 41 Copyright Information Centrepoint Technologies Inc Copyright 2003 All Rights Reserved Reproduction adaptation or translation without prior written permission is prohibited except as allowed under the copyright laws Information in this user guide is subject to change without notice and does not represent any commitment on the part of Centrepoint Technologies Inc No part of this user guide may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying recording or information storage and retrieval systems or translated to another language for any purpose other than the licensee s personal use and as specifically allowed in the licensing agreement without the express written permission of Centrepoint Technologies Inc Tenth Edition December 2003 Printed in Canada Table of Contents 1 0 Installing TalkSwitch 1 1 What s included with TalkSwitch 2 0 0 ee 1 2Front Panel Descriptions kc oes be eed ob wh eose a peed 2 173 Ba k Pan l Descriptions tsa axed eee ey eae lt eed 3 ta The TalkSwiteh24 u Asal cs eae haere eee a 3 1 3 2 The TalkSwitch 48 opoe eea t ees 4 1 4 Plugging into the Back Panel 2 2 2 2 cee eee 6 1 4 1 Attaching 1 4 2 Attaching telephone lines to TalkSwitch line jacks 6 phones and other analog devices to TalkSwitch e
58. action The transfer prefix wakes up TalkSwitch and can be considered the equivalent of the Flash or Link action at a Local Extension By default the prefix is 3 Example Let s say you receive a call on a phone in your home that is not an extension of TalkSwitch and you want to transfer the caller to Remote Extension 215 You would then dial J wait for the double beep then dial 215 and hang up TalkSwitch will now handle the call For more details see section 3 2 8 Transfer and clear TalkSwitch has the ability to clear lines or VoIP ports after a call has been transferred Ensure you have this service feature activated on your line s or VoIP device Remote Transfer When calls are transferred to a Remote or VoIP Extension calls can be transferred back to another extension or voice mailbox by dialing EJ Q to place the caller on hold then enter the extension or mailbox If this is set to Allow screening of calls then you would dial 3 QJ 4 to complete the transfer If you want to cancel the transfer then dial amp 3 Q 5 If you have selected Perform a blind transfer then the call will be automatically transferred and the line released once the extension or mailbox has been entered 2 3 5 4 Miscellaneous All of the following options affect TalkSwitch as a system Adjust them according to your needs Caller in queue reminder When a caller is in queue at an extension already in use a reminder
59. ade process is to open the TalkSwitch software and select Flash Upgrade from the main splash screen A screen will appear with instructions to disconnect the telephone lines Click on the Next button to proceed TalkSwitch This procedure will update the TalkSwitch firmware Prior to initiating this process please ensure that all active applications on your computer are now closed We also recommend that you disconnect all telephone lines for the duration of the update If the update process is interrupted for any reason please repeat the update process again Click Next to proceed with the update Caneel A second screen will then appear with the appropriate file already selected If this is not the file you want to update with then select the appropriate update bin file If you see more than one bin file select the most recent file the one with the highest number in the first 4 digits of the file name and if there are 2 files of the same version then check the last 2 digits E 96 TalkSwitch User Manual If you have more than one TalkSwitch unit then the software should indicate how many units have been detected and will be updated If this number is incorrect please check the connection of all units and restart the process TalkSwitch TalkSwitch will be updated to the following version Version 2 38 Filename T238NS52 bin Choose other file Unit detected on network 3 Click
60. ails on how to use Call Back If 7 is dialed This digit is used to precede PBX extensions of another Centrex or PBX sys tem If TalkSwitch is not connected to another system then you need not worry about this setting If TalkSwitch is connected to a PBX system then see section 2 3 5 4 for more details If 80 88 or 9 is dialed If you press 80 88 or 9 at the Auto Attendant you will access Call Bridge if it has been permitted See section 2 3 4 3 for more details on configuring Call Bridge and section 3 7 1 for details on how to use Call Bridge 2 0 Configuring TalkSwitch 47 iz Utilities for Auto Attendants Record Instructions Selecting this button displays a dialog box showing the instructions on how to record and playback an Auto Attendant using a telephone No adjustments are required for the recording volume as TalkSwitch automatically adjusts the recording volume for optimal recordings If you find that the playback of your Auto Attendant Record Auto Attendant Instructions to record this Auto Attendant using an extension telephone Step 1 Pick up an extension handset and dial to enter command mode If required enter the Administrator Password followed by the key Step 2 Dial 41 then and at the tone record your message Press when you have finished recording messages are too low you can adjust the playback volume on the Audio Controls page located under Options Step 3
61. ake a selection option associated with that Auto Attendant Appendices 109 ee Problem When try to access voicemail hear a busy tone e Check your Direct Line Access settings on the Local Extensions page under System Information of the Software Configuration If a Local Extension has been given Direct Access to your telephone lines you must first dial Flash before dialing the mailbox The same applies for dialing other extensions to initiate intercom calls Problems that may occur with 2 or more TalkSwitch units connected to the same LAN Problem can t reach an extension across the LAN e Make sure the other unit is connected to the LAN and powered on e Pick up a Local Extension belonging to the other unit If there is dialtone then check your LAN connections On the rear panel the top LED of the 3 LEDs next to the LAN port should be on If there is no dialtone then make sure the unit is powered on Problem The configuration does not show the other TalkSwitch unit s e Check your LAN connections Are you able to communicate with another extension on the other unit e Check the Unit ID of each unit If the lights on one or more units are flashing then there is a conflict with the Unit ID numbers assigned to each TalkSwitch unit Connect a phone to each TalkSwitch unit and lift the hand set It will tell you immediately if a Unit ID number needs to assigned Follow the instructions accordingly
62. alkSwitch Configuration File Utilities Help About TalkSwitch Extension Ring Groups System Information Voicemail Call Handling Configure Call Cascade for mode Business Hours Modes Auto Attendant Telephone Lines Local Extensions Remote Extensions Extension Ring Groups Call Back Call Bridge Busy at extension No answer atext Answered at ext Name Sales Options If this ring group is busy go to auto attendant TalkSwitch s unique Call Cascade feature lets you control routing options for each Extension Ring Group TalkSwitch will route the call along a cascade path with up to three sequential destinations when the extension is either busy not answered or when a call is rejected Answered at ext Separate call cascade actions can be configured for each TalkSwitch operating mode For Ring Groups there are 3 different Call Cascade options For each of these options you can control how and where you want the incoming call handled with up to 3 cascade destinations available You can set up the Call Cascade sequences for both Modes the scheduling for these modes are set up on the Modes tab 1 Busy at extension routing options when all the extensions in the Ring Group are busy Cascade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group built in Voicemail Announcement Auto Attendant play busy tone
63. alkSwitch has been exposed to moisture e TalkSwitch does not appear to be operating properly or exhibits a marked change in performance Appendices 121 Se Important Notices FCC and IC Warnings This equipment complies with Part 15 and 68 of the Federal Communications Commission FCC rules in the United States It also complies with regulations RSS210 and CS 03 of Industry Canada and Science Canada Operation is subject to the following two conditions 1 this device may not cause interference and 2 this device must accept any interference including interference that may cause undesired operation of the device FCC Part 15 NOTE This equipment has been tested and found to comply with the limits for a CLASS B Digital Device pursuant to Part 15 of the FCC rules These limits are designed to provide a reasonable protection against harmful interference in a residential installation This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with these instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures e Reorient or relocate t
64. alkSwitch sees 1113 because the 1 was echoed by the cell phone network Once TalkSwitch captures 3 digits it will ignore the rest hence the digits 111 will be accepted and the 3 ignored Line CPC Disconnect Clear If calls are being disconnected accidentally in mid conversation this usually indicates a problem with the telephone line TalkSwitch is always looking for a hangup signal from the phone company called a CPC or Disconnect Clear signal If the line has shorts or even the line card at the central office is defective then CPC signals in the 250ms range might come down the line and cause TalkSwitch to hangup Try bumping up this value if this seems to be occurring ipa 74 TalkSwitch User Manual Ringback Control If an extension seems to ring back as if a caller was on hold but when answered no one is there this could indicate a debounce problem with the phone hookswitch When someone at the extension hangs up the handset bounces slightly to cause a flash signal to be seen by TalkSwitch before the hang up As a result TalkSwitch puts the line on hold To help with this problem this value can be increased to the point where it will stop the ringbacks Fax Detection If fax calls are not being directed properly to the fax machine then you may need to set this option to detect 1 tone If it s set to detect 1 tone and people complain they have been accidentally routed to the fax machine then
65. all is detected e Not all fax machines emit a CNG tone that TalkSwitch can detect and route Therefore it is wise to consider incorporating an additional method of fax routing This may include the use of a distinctive ring number or giving the caller the option to select the fax extension e On average fax machines modems will time out or disconnect after 25 sec onds if they have not connected with another fax machine modem If you are using the User does not make a selection option to route incoming faxes the fax call may time out before it reaches your fax extension If your Auto Attendant is lengthy you may want to shorten it or use another fax routing option e The level of the Auto Attendant is too loud and as a result is overpowering the CNG tone effecting detection You may want to lower the volume level of the Auto Attendant pe 108 TalkSwitch User Manual Other Possible Local Extension Problems Problem am unable to access TalkSwitch s Lines with a Local Extension e Check your Direct Line Access settings on the Local Extension page under System Information of the Software Configuration If a Local Extension has not been given Direct Access to your telephone lines you must dial 81 88 or 9 to access one of TalkSwitch s Lines Problem My PC attached Internal or External Modem cannot dial out e If the extension to which your Modem is attached has not been given Direct Access
66. allers on hold or in queue at your extension you can press flash 7 to retrieve callers on a first in first out basis If you use the Hold button on a regular phone you will not be able to access any of the TalkSwitch features while the caller is on hold Also if you have Music on hold enabled the caller will not hear music while they are on hold 3 2 4 Transferring calls From a Local Extension to another Local Extension Remote Extension or Extension Ring Group To initiate an Unscreened Transfer Put the caller on hold by dialing flash dial the appropriate extension number and hang up The caller will be taken off hold when the receiving extension is answered If the transferred call is not answered after the number of rings specified in the No Answer setting for the destination extension or if the extension is busy either of the following will happen Default The transferred call will be handled according to the destination extension s No Answer or Busy at extension settings Option The call will be transferred back to the transferring extension The option is chosen in the Manual Transfer tab in the Options folder 3 0 Using TalkSwitch 7 B To announce calls before transferring Screened Transfer Put the caller on hold and dial the appropriate extension number If the person at the receiving extension answers and wishes to take the call simply hang up or dial flash 4 to compl
67. ams running at the same time you want to use the TalkSwitch configuration software These may include Palm Pilot Hot Sync TalkWorks Digital Camera software These programs tend to hold onto COM ports and not make them available for any other programs USB cable not provided 1 0 Installing TalkSwitch i 1 4 4 3 Connecting TalkSwitch to a LAN Ifyou want to connect multiple TalkSwitch units to a LAN please see section 1 5 To connect TalkSwitch to a LAN for configuration purposes simply use a standard Category 5 cable with RJ45 connectors on either end Once TalkSwitch is connected to the hub the top LED will light only when a computer running the TalkSwitch software establishes a connection with TalkSwitch This LED lets you know TalkSwitch and your PC are able to communicate When you run the TalkSwitch software you will need to select PC Connection to select LAN as the connection then select the LAN adapter on your PC You do not have to enter any commands from a local extension on TalkSwitch to enable LAN connectivity Make sure all your TalkSwitch units have the same firmware version TalkSwitch Preferences x r Communication Setup Select the method to be used for communicating with TalkSwitch Connection Local Area Network LAN 7 Association Select LAN Adapter 7 Connect Exit If you are running Windows XP please make sure you are not using Windows 98 compatibility
68. and small businesses E 140 TalkSwitch User Manual TAPI Abbreviation of Telephony Application Programming Interface TAPI intro duced in 1993 as the result of joint development by Microsoft and Intel is a standard for applications connecting a PC running Windows to telephone services TAPI defines standards for simple call control and for manipulating call content Telephony The science of translating sound into electrical signals transmitting them and then converting them back to sound that is the science of telephones The term is used frequently to refer to computer hardware and software that performs functions traditionally performed by telephone equipment Tel Lines 1 2 3 or 4 A jack or plug in on the back panel of TalkSwitch which can accept a RJ 11 plug from either a telephone line or PBX system A single line telephone cable can be plugged into this jack and will become a usable TalkSwitch Line Telephone Keypad The collection of push buttons on a touchtone telephone Telephone Wall Jack A wall outlet for a standard telephone jack Terminal Adapter A device that allows analog devices to be used on ISDN digital lines Terminal Adapters are somewhat similar to modems Glossary 14 eS Touchtone telephone A push button telephone which emits distinctive DTMF tones as different but tons on the keypad are pressed Two Line Telephone A telephone which allows you to make and receive calls on
69. ant to be alerted when your important colleagues try to contact you Your regular Local Extension may be 111 for most people but you can also configure a Ring Group such as extension Ring Group 300 to ring your extension with a different ring pattern You then tell your colleagues to always choose extension 300 at the Auto Attendant or ask to be transferred to extension 300 when speaking to someone in the office Now without being subscribed to Caller ID you can tell just by how your phone rings if you consider the caller to be important or not Example 2 You have a company with several departments You may want to configure Extension Ring Group 300 for the Sales Department in which case it will ring extensions 111 112 113 and 114 You may want to also set up Ring Group 301 for Technical Support in which case it will ring extensions 115 and 116 ire 34 TalkSwitch User Manual First select an Extension Ring Group 300 309 that you would like to configure and activate it You will notice that a Ring Group must have extensions listed in the Extensions to ring section to allow access to the other information on the tab If desired name the extension in the Ring Group name space Ring pattern Choose how you want the phone s to ring for the Ring Group In the Set Ring Group section To configure select each extension that you wish to add to that Ring Group from the left column Extensions available then click
70. ash within 300ms v If callers mention that when they dial a single digit the Auto Attendant keeps playing or when they dial an extension the system says I m sorry did not receive all the digits then this value should be lowered in 5ms increments until the problem is resolved If callers complain that they didn t press any digits and yet they were automatically redirected to an extension or option set in the Auto Attendant then this value may need to be raised Again increase this value in 5ms increments Increasing or decreasing this value too far can cause serious DTMF detection problems DTMF Detection If callers are complaining of being misdirected when they select options at the Auto Attendant then these values might need to be adjusted Minimum time The default setting of 45ms should be adequate for most environments It may however be necessary to lower this value if TalkSwitch appears to have trouble hearing digits when dialed at the auto attendant It might need to be increased in cases where the system is hearing ghost DTMFs and accidentally misdirecting callers Maximum time The default setting of 65ms should be adequate for most environments In most cases this value only needs to be bumped up a bit to help the system deal with echoed digits seen from cell phones For example calls keep being misdirected to extension 111 This usually indicates that even though the caller may have dialed 113 T
71. at operates TalkSwitch is located on a Flash EPROM chip This means that the code operating TalkSwitch can be erased and reprogrammed upgraded without replacing the chip that contains the code Home phone A home phone is any telephone using the same telephone line as one of TalkSwitch s Lines but is not plugged directly into the back of TalkSwitch as an extension Icon A small picture that represents a program action or feature in the Configuration Software When you click on an icon that program action or feature is activated Auto Call Back Allows you to activate Call Back by dialing one of TalkSwitch s telephone numbers letting the call ring at least once and then hanging up Intercom A dedicated voice service within a specified user environment TalkSwitch offers intercom capabilities between its Local Extensions Interface Something that connects two separate entities A user interface is the part of a program that connects the computer with a human operator user Internet A global network connecting millions of computers Unlike online service networks com ca net etc which are centrally controlled the Internet is decentralized by design Each Internet computer called a host is independent IRQ Interrupt Request Line Hardware lines found in PCs over which devices can send interrupt signals to the microprocessor IRQs allow multiple devices attached to your PC to share the micr
72. be answering the call The Announced Message option allows you to record a message that will be played when the call is initially answered during a Call Back For example you may want to say Please transfer this call to Bob in room 307 When the hotel receptionist gets the Call Back and hears this message they will know to transfer the call to your room The Announced Message can be recorded using an extension handset or remotely when you access Call Back from the Auto Attendant The Record message button gives the instructions to record the message They are as follows Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the specific Auto Call Back Announced Message 1 Press 7 to enter command mode If required enter the password 2 Next enter the appropriate command as listed below After each command press 7 to confirm the entry Auto Call Back Recording Playback 1 61 71 2 62 72 3 63 73 4 64 74 m _ There are 4 Auto Call Back accounts per TalkSwitch If you need to record am an Announced Message for a particular Auto Call Back account this needs Networked to be done on the same TalkSwitch unit as the account E 60 TalkSwitch User Manual If you need to configure and or record an Announced Message from a remote location and do not have the Auto Attendant set to answer this Call Back line you can call your Call Back number and let it ring 15
73. bleshooting2 tab to perform blind transfers only then the system will then play the prompt Call Transferred Goodbye and hangup after the extension or mailbox is dialed If the system is configured in the Troubleshooting2 tab to allow screening of calls then you need to dial 4 to complete a transfer or 5 to cancel the transfer and return to the caller 3 0 Using TalkSwitch 85 E 3 3 3 Screening options for forwarded calls The screening options for Call Forwarding are configured using the Call Cascade s Answer at ext options available in the Remote Extension tab see section 2 3 3 5 Forwarding calls with screening When play accept reject prompt is configured in the Answer at ext Call Cascade option TalkSwitch plays a pre recorded prompt to the caller asking them to hold and then dials your call forwarding telephone number When you answer the forwarded call TalkSwitch plays a pre recorded prompt to you that identifies the call as having been forwarded from your home office This is Call Forward You then have the choice of accepting the forwarded call by pressing EJ on your telephone keypad or re routing the call to it s call screening Call Cascade options by pressing EJ or hanging up When play caller s name first is configured in the Answer at ext Call Cascade option TalkSwitch plays a pre recorded prompt to the caller asking them to record their name at the sound of the tone TalkSw
74. ceiving Calls 2200200005 78 3 2 1 Making calls from a Local Extension 000 78 3 2 2 Receiving calls at a Local Extension 00005 78 3 2 3 Placing calls on Hold at a Local Extension 79 32 4 Transterring calls 4 way et ed oN oa E e REE Ces eae aes 79 3 2 5 Call Park Parking and retrieving callers 80 3 2 6 Call Queue Queuing and retrieving callers 81 3 2 7 Conference calling with TalkSwitch o on aana anaana 82 3 2 8 Using Phones connected in parallel to TalkSwitch 83 3 2 9 External modem telephone line access 4 84 3 3 Out of the Office Receiving Calls through Call Forwarding 85 3 3 1 The three ways to forward calls 2 0 0 0 0000 ee eee ee 85 3 3 2 Transferring calls from a Remote Extension 85 3 3 3 Screening options for forwarded calls 0 86 3 4 Using the TalkSwitch Voicemail System ee 3 5 Music on Hold 3 3 3 4 1 Activating Voice mailboxes 00000 eee eee 4 2 Retrieving Messages Accessing a Voice mailbox 4 3 Pager and Cell Phone notification 00 55 3 6 Mode Switching Options 22 eee 3 7 Out of the Office Making Calls with Call Back and Call Bridge 3 3 Fel Using Call Badge rea reee a dd opera Wee 7 2 Using Call Back mesen Ae Eee 3 8 Upgrading the TalkSwitch Firmware 00000 eee eee
75. cemail or dial extensions What if I want calls to go to voicemail If you want calls to go to a voice mailbox after a certain amount of rings then you need an Auto Attendant to answer and have calls simply go to a particular voice mailbox Solution Set Auto Attendant 9 to answer calls after x number of rings and select the extensions you want to ring before the Auto Attendant answers Next configure Auto Attendant 9 as follows 1 Make sure nothing has been recorded for Auto Attendant 9 At internal dial tone you can dial password if required 049 to ensure nothing is there 2 Configure the If no selection is made after x seconds option to go to the voice mailbox you desire and select 0 seconds for the timing Now when callers call in and you don t answer within the number of rings programmed the call will be answered by Auto Attendant 9 Since nothing has been recorded the call will immediately go to the specified voice mailbox Be as creative as you like See the previous section for details on configuring Auto Attendants The next section controls how the extensions will ring before the Auto Attendant ipa 50 TalkSwitch User Manual answers the call e If you have chosen the Auto Attendant to answer calls immediately this section does not require configuration and will be greyed out e Ifthe Auto Attendant is set to answer after 1 or more rings then you can con figure when speci
76. ck the Adjust Sequence button to configure each of the selected extensions 2 0 Configuring TalkSwitch 49 E First select a line to configure then the appropriate mode you want TalkSwitch to use these settings If you entered the phone number in the Telephone Lines section under System Information then the number will appear on the corresponding button Play Auto Attendant If you wish to have the Auto Attendant answer calls to give callers options select the appropriate Auto Attendant and number of rings before the Auto Attendant answers The caller will always hear one more ring than the number of rings you select since TalkSwitch uses the first ring to determine the ring type and support Caller ID information Ring extensions only no Auto Attendant is played If you don t want the Auto Attendant to answer calls on this line then select this option By default all the Local Extensions are set to ring immediately during an inbound call If you select this option no Call Cascade actions such as voicemail can be performed If you require a fall through sequence such as going to a voice mailbox you can configure this line to have an Auto Attendant answer after X rings then perform an action configured for that Auto Attendant If you call in on any line TalkSwitch will answer after 15 rings with a generic Auto Attendant so that you can still access the system to make configuration changes change modes access voi
77. d Ringback 0000000 36 DSP Noicemail sie d d tsk BELLE e aa ees LAS 37 2 3 2 1 Local Extension Voicemail 37 2 3 2 2 Remote Extension Voicemail 38 2 3 2 3 General Voicemail 0000000005 40 2 3 2 4 Global Settings 00000 00 eee 4 2 3 3 Call Handling seredan n eee Wee as 43 DES So Modes faces ated eh ods ban tele heeded 43 2 3 3 2 Auto Attendant 00000 44 2 3 3 3 Telephone Lines 2 2 2 0 0000s 49 2 3 3 4 Local Extensions Call Cascade 51 2 3 3 5 Remote Extensions Call Cascade 54 2 3 3 6 Extension Ring Groups Call Cascade 56 2 3 4 Call Back Call Bridge iurs en na 2 0 22 a eee eee 57 ZIA Auto Gall Back ta ak eee be 59 2 3 4 2 Prompted Call Back 2 20000005 61 273 4 3 Call Bridge in h e deeded e e a bebe athe wad 64 23 Options o e aea an Whes Ga een ees D E een 65 2 3 5 1 Administrator Password n on naana aaa 65 2 3 5 2 Audio Controls sade ganre yarei eee nE 66 2 3 5 3 Manual Transfer 2 eee 67 2 3 5 4 Miscellaneous 00 00 eee eee 68 2 3 5 5 Iroubleshooting cori seek ek oe BA ales 71 3 0 Using TalkSwitch 3 1 In the Office Receiving calls with or without the Auto Attendant 77 3 1 1 Receiving calls using the Auto Attendant 77 3 1 2 Receiving calls without the Auto Attendant 78 3 2 In the Office Making and Re
78. d pause is the comma For example if you want to disable Call Waiting and want to dial a long distance prefix before dialing the long distance number you could enter the following 70 1010555 This corresponds to J70 for disabling the Call Waiting feature a 2 second pause to wait for the new dialtone then 1010555 for the long distance prefix and a 4 second pause to wait for the new dialtone before dialing the actual long distance phone number In essence this saves you the hassle of having to always enter the same prefix every time you want to set up an Auto Call Back phone number 2 0 Configuring TalkSwitch 59 nae Number used to trigger Auto Call Back Select the line phone number when out of the office that you will be dialing to trigger this Auto Call Back TalkSwitch will initiate the Call Back using the same line you initially called You can make configuration changes to this Auto Call Back by dialing into this phone number only Use Password on Call Back This option is designed to give you security and to restrict who can use this particular Call Back number Simply fill in a 4 to 8 digit password for the Call Back When TalkSwitch calls you back you will be prompted to input the password to accept Call Back to access Call Bridge or any TalkSwitch extension Use Announced Message This option is recommended if the number TalkSwitch will be calling back corresponds to a hotel or a location where somebody else will
79. dant to speed dial a VoIP location In the Phone numbers section Enter the main telephone number for the appropriate line connected to TalkSwitch Enable the Distinctive Ring Numbers 1 and or 2 if you have this service on the current line and wish to have incoming calls handled differently on the basis of the distinctive ring If you want Distinctive Ring numbers handled the same way as your Main number do not place a check mark in the box 26 TalkSwitch User Manual Next enter the Distinctive Ring telephone number for each of the Distinctive Ring numbers associated to this line Distinctive Ring 1 corresponds to any double ring pattern Distinctive Ring 2 corresponds to any triple ring pattern In the Telephone company services section Select any of the Telephone Company Services that you currently have for each line The following is an explanation of each service and the impact of selecting each option with respect to how TalkSwitch handles calls For definitions and details on how to use these features with TalkSwitch see Appendix B 3 Way Calling Conference TalkSwitch can work with either service to forward calls to Remote Extensions or other external phone numbers while using the same line Same Line Connect You can also use this service as an option for bridging calls to external numbers when calling into TalkSwitch from the outside If you find that you are having difficulties with line levels wh
80. e on hold when going off hook By activating this option TalkSwitch captures and ignores the first flash signal thus avoiding potential problems Non detection of disconnect clear This option controls the length of time when TalkSwitch will drop a line when silence is heard This safeguard is very useful when a telephone line does not send out the disconnect clear signal that tells TalkSwitch the call is finished Auto Attendant Adjustments Since TalkSwitch allows callers to dial 100 200 300 series extensions and 400 series mailboxes and also allows fall through options for the single digits 1 2 and 3 at the Auto Attendant there needs to be a time limit placed on how much longer after the first digit is pressed that TalkSwitch will wait for another digit before following the single digit option configured for that particular Auto Attendant There are 3 ways to make use of this control You should be careful not to isolate your callers from having both choices as listed in 1 ipo 72 TalkSwitch User Manual 1 With the current setting callers can dial any Local Extension 1xx Remote Extension 2xx or Ring Group 3xx as long as the second digit is pressed within 1 5 seconds of pressing the first digit Callers can also press just 1 2 or 3 for options and when TalkSwitch detects no second digit within 1 5 seconds it will follow the programmed option for that Auto Attendant 2 If you don t want to use the options
81. e line to transfer the call 3 2 5 Call Park Parking and retrieving callers Call Park is a useful feature for placing a caller on hold and then being able to retrieve them from any other Local Extension TalkSwitch has 10 Park Orbits for all models To place a caller in a Park Orbit press flash then 3 and choose a Park Orbit 500 to 509 You will hear a confirmation after parking the caller that indicates the caller has been parked successfully If the Park Orbit is already occupied you will hear I m sorry that extension is unavailable at this time then dialtone Once again press 3 and choose a new Park Orbit Once the caller is parked you can retrieve the caller at another Local Extension by pressing 3 amp and the appropriate Park Orbit Jf Direct Line Access is enabled at the extension then you must press flash first p 80 TalkSwitch User Manual If you have the External Paging option enabled on TalkSwitch you may choose to announce over the PA system by pressing 0 that there is a call parked in a specific Park Orbit for a co worker For example Bob please pick up 501 which tells Bob that he can retrieve the parked call from any extension by getting dial tone and pressing E3 E3501 The caller will now be connected to Bob at that extension f you have Direct Line Access enabled at your extension you will need to press flash first before retrieving the parked call 3 2 6 Call Queue ACD
82. e Call Back feature allows you to initiate TalkSwitch to call you at a specified telephone number This gives you access to any of the following e Call Bridge e Local Extensions Remote Extensions and Extension Ring Groups e Voicemail e Configuration settings Using Call Back involves 3 easy steps 1 You call your TalkSwitch telephone number to activate Call Back 2 You answer and accept the Call Back TalkSwitch calls you back within 30 seconds 3 At the Auto Attendant you can choose to perform Call Bridge dial any extension access and retrieve voicemail or configure TalkSwitch Activating Call Back There are two ways to activate Call Back Prompted and Auto activation 1 Using Prompted Call Back Activation From your out of office location dial a TalkSwitch telephone number Main or Distinctive Ring Let the line ring until the Auto Attendant answers your call and then dial 6 on the tele phone keypad If you have enabled password protection you will be asked to supply your password and TalkSwitch will then offer a series of prompts Now you can either enter 1 and hang up to initiate the Call Back or if you need to enter a new Prompted Call Back number enter 2 to access the Prompted Call Back settings then follow the prompts 3 0 Using TalkSwitch 93 ae For Prompted Call Back TalkSwitch always dials the last Prompted Call Back number entered If you do not have the Auto Attendant set to answer a
83. e in parallel with TalkSwitch is off hook you will notice that the corresponding line light will flicker to indicate the line is occupied TalkSwitch will not allow extensions to barge in on a call when that line is in use You have the ability to change the Transfer Prefix to EJ EJ instead of EJ EJ You may need to change the prefix if the default prefix conflicts with another device or service To change the Transfer Prefix open the configuration software and change the setting in the Manual Transfer tab under Options 3 2 9 Modems and telephone line access If your modem is attached to TalkSwitch as an extension you can configure it to access your telephone lines in one of two ways 1 Direct Line Access You can give the extension to which your modem is attached Direct Access to one of your telephone lines i e you don t have to dial 9 or any other Hunt Group to access an outside line This can be a use ful option if you don t want to change your dial up options for the modem See section 2 3 1 4 for more details on configuring Direct Line Access 2 Hunt Groups If you have decided to use a telephone and modem on the same extension Direct Line Access may not be the best solution TalkSwitch extensions with Direct Line Access immediately connect to one of your lines when you pick up the telephone s handset Therefore you are unable to select a specific telephone line or access voicemail intercom or access other system f
84. e wall jack To Attach a Two line Telephone Option 1 Use it as one TalkSwitch extension Disregard the telephone s Line 2 jack plug in Connect the telephone s Line 1 plug in to any one of TalkSwitch s extension jacks You will still be able to access both telephone lines in the same manner as if you were using a single line telephone attached to TalkSwitch 6 TalkSwitch User Manual Option 2 Use it as two TalkSwitch extensions You could use your two line telephone as two separate TalkSwitch extensions Connect the telephone s Line 1 and Line 2 plug ins to two separate extension jacks Most two line phones have separate plug ins for two incoming telephone lines Line 1 and Line 2 If your two line telephone does not have separate plug ins you can use a Line 1 Line 2 line splitter to separate the two lines Download the Quick Guide at www talkswitch com for more detailed examples on connecting multi line phones To Attach an Internal or External Modem Simply plug the modem s telephone cable into one of TalkSwitch s extension jacks Your modem is now a TalkSwitch extension and will be able to access all lines and take advantage of TalkSwitch s call routing features If you would like to use a telephone on the same extension as your modem simply plug the telephone s cable into the modem s telephone jack Most modems have a telephone jack located beside the Line In jack You do not have to attach a P
85. e which gives callers the opportunity to leave a message when your phone line is busy or unanswered TalkSwitch can work in conjunction with your telephone company s Voicemail Service Call Waiting If you are already on the phone the Call Waiting service will emit a soft beeping sound to let you know you have another call waiting to be answered To talk to the other caller when you hear a Call Waiting beep press the Flash button twice To return to the other caller you will need to press the Flash button twice again 7his service is not recommended since TalkSwitch cannot handle the second call while the first call is already being routed by the Auto Attendant Appendices 113 E 3 Way Calling Conference The 3 Way Calling Conference service allows you to add a third party to a call already in progress The 3 Way Calling Conference service enhances TalkSwitch s capabilities whether you have 1 or more telephone lines Using only one telephone line with 3 Way Calling Conference service gives you access to TalkSwitch s Call Forwarding Call Back and Call Bridge features Centrex Plexar Transfer The Centrex Transfer service is similar in function to the 3 Way Calling Conference service The primary difference is that two external parties can still remain in conversation even after you hang up TalkSwitch can disconnect after the transfer if you have this service and have enabled the Transfer and clear option on the Miscellan
86. eatures without first pressing flash To have your modem access a specific line using a Hunt Group Change your modem s Dial Properties to include the intended Hunt Group 81 88 or 9 followed by the letter w before the Dial up Networking telephone number e g 9w555 5555 Including the letter w after your Dial out Access number instructs your modem to a dial the access number 81 88 or 9 b wait until it detects a dialtone and then c dial your Dial up Networking number If your modem is having problems dialing out you may have to use a comma which represents a 2 second pause instead of the w for wait for dialtone If you use Direct Line Access you do not need to put the Hunt Group in the dialing string ipo 84 TalkSwitch User Manual 3 3 Out of the Office Receiving Calls through Call Forwarding 3 3 1 The three ways to forward calls 1 Automatic call forwarding The Auto Attendant can automatically forward office calls to your call forwarding telephone number s Remote Extensions This is done by using the Auto Attendant message to prompt callers to select your Remote Extension number s e g To speak to John Doe press 211 2 Manual call forwarding If someone in your office has answered a call at a Local Extension the call can be transferred to one of the call forwarding Remote Extension numbers Simply put the call on hold at the Local Extension d
87. eep sound when on hold Also when the caller makes a selection at the Auto Attendant to go to an extension that has call screening enabled they will hear both ringing and music If you have more than one unit connected to the LAN you will need to a a J provide a music source to all units with lines connected A 1 8 audio Networked splitter can usually be obtained at most electronics stores E 36 TalkSwitch User Manual 2 3 2 Voicemail This section deals with the internal voicemail system included with TalkSwitch It allows you to activate Local Remote and General mailboxes and change global settings to the voicemail system For details on how to use voicemail see section 3 4 2 3 2 1 Local Extension Voicemail By default all Local Extensions are activated with the associated voice mailbox If you want to use this mailbox for informational purposes only and prevent callers from recording messages then check the Play announcement only box TalkSwitch Configuration File Utilities About TalkSwitch Local Ext Voicemail System Information Voicemail IV Activate Voice Mailbox Local Ext Voicemail Remote Ext Voicemail I Play announcement only don t record any messages General Voicemail Global Settings ny Pager and Remote Phone Notification Call Handling Call Back Call Bridge A Remote Phone Notification Pager Notification Options IV Activate Remote Phone Notification Remote
88. elect the method to be used for communicating with TalkSwitch Connection Locally connected using a modem Association comt Connect Exit No phone number is required as the modem is connected to a TalkSwitch extension The connection should be established very quickly 1 5 Using 2 or more TalkSwitch units on a LAN Revoded Jf you have only one TalkSwitch unit ignore this section and proceed to Section 2 1 5 1 Connecting 2 or more TalkSwitch units to a LAN Option 1 Connect to switch or switched hub in coexistence with your PCs We recommend integrating your phone system into your existing LAN with a switched hub A switch or switched hub provides direct communication between TalkSwitch units thus keeping the TalkSwitch voice over LAN data isolated from other data on the network Connect up to four TalkSwitch units 2 are shown on the following page to the LAN switch or switched hub 12 TalkSwitch User Manual TalkSwitch unit ID 1 TalkSwitch unit ID 2 ay paa 5 Switch or a Switched Hub Make sure a computer is connected to the phone system either via the LAN or directly from the computer to the TalkSwitch through the USB or Serial port Option 2 Connect to regular hub dedicated to TalkSwitch units If you don t have a switch we suggest you use a small hub on a dedicated LAN to network the TalkSwitch units You can connect a computer to this hub for TalkSwitch configuration
89. em voice mailboxes TalkSwitch Configuration File Utilities Help About TalkSwitch Global Settings System Information Voicemail Local Ext Voicemail Remote Ext Voicemail Global Message Waiting Indicator General Voicemail a Global Settings J Slowly pulse the Power Data light to indicate a new message has heen Call Handling left in any voice mailbox Call Back Call Bridge Options Mailbox settings When listening to voicemail messages always start with newest message When pager remote phone notification of new messages is activated notify the pager remote phone after receiving every new message v V Remove blank and hang up messages automatically Only remove messages shorter than 2 5 seconds Voicemail management View Mailbox Data Reset Mailboxes The following options are useful tools for optimizing the voicemail system The Global Message Waiting Indicator is a useful feature for people who want to ensure all new messages have been checked in all active mailboxes The Mailbox settings section gives you options on how you want messages handled by the system Global Message Waiting Indicator This option can be useful if you only use one or a couple of voice mailboxes Anytime a new message is left in any active voice mailbox the Power Data light will pulse very slowly to indicate that there is at least one new message in one of the mailboxes Once all new messages have been heard th
90. en forwarding calls to Remote Extensions or using Call Bridge you should use 3 way calling to forward calls as a solution Transfer and Clear Centrex Plexar transfer TalkSwitch can clear the line after forwarding a call to a Remote Extension if your telephone line supports this feature If you enable this feature without actually having the service callers will be disconnected after the call is forwarded to the Remote Extension Call Waiting Check this box if you have Call Waiting service on the current line It is recommended that you remove this service from your line s since there is no way for TalkSwitch to handle a second call on the same line while it is handling the first call You may want to instead con sider adding the Hunt Rollover service to your lines Caller ID Check this box if the current line provides Caller ID information TalkSwitch will pass along the Caller ID information to selected extensions Also TalkSwitch can use the time information provided by Caller ID to update TalkSwitch s internal clock see section 2 3 5 4 Telephone Company Voicemail Check this box if you are subscribed to a Telephone Company Voicemail service Hunt Rollover Busy Forwarding Check this box if the current line is associated with a Line Hunt or Line Rollover service from the Telephone Company In general any lines that belong to a Hunt Rollover group should be configured to handle calls the same way Configuring TalkSwitch
91. endant including Call Back dial 6 Call Bridge dial 80 88 9 retrieve voicemail dial J mailbox enter command mode to make system changes dial F7 All of these features can be password protected to eliminate system tampering from outside users If you subscribe to Caller ID service you may want to set the Auto Attendant to answer after at least 1 ring to give TalkSwitch a chance to capture the Caller ID information All calls ring at least one more time than what s listed for the configuration in the Telephone Lines section under Call Handling TalkSwitch absorbs this first ring to determine the ring pattern of the inbound calls so that this same ring pattern can be duplicated to the Local Extensions 3 0 Using TalkSwitch 7 3 1 2 Receiving calls without the Auto Attendant If you choose not to use the Auto Attendant to answer calls please note that the Call Cascade options for the Local Extensions will not be engaged In order for calls to go to an extension s mailbox the Auto Attendant must first answer the call or someone in the office answer then transfer the call For details on configuring TalkSwitch to ring specific extensions during inbound calls see section 2 3 2 3 Once calls have been answered at a Local Extension they can be transferred to any extension or voice mailbox See section 3 2 for more details 3 2 In the Office Making and Receiving Calls 3 2 1 Making calls from a Local Extension
92. endants to answer at which ring answer immediately is used most commonly 4 Record your Auto Attendants The Auto Attendants should indicate that the digit 7 with the PBX extension should be dialed Example If you have chosen the PBX extension length to be 3 digits and let s say John Doe s extension is 111 on the PBX the Auto Attendant should say To speak with John Doe press 7111 Now when 7111 is dialed TalkSwitch puts the caller on hold and transfers the caller to extension 111 2 0 Configuring TalkSwitch 69 hae Internal clock setting TalkSwitch can obtain time information from Caller ID for it s internal clock If you have indicated that you do have Caller ID on any of the lines this option defaults to the active position If it is de activated TalkSwitch can obtain it s time information from the time and date set in the Mode tab under Automatic Mode Switching TalkSwitch s clock information is used for Automatic Mode Scheduling and for internal Caller ID information when intercom calls are placed in the office Internal Caller ID options TalkSwitch has the ability to generate name and number Caller ID to each extension during intercom calls If your Caller ID unit telephone does not support the name option you can choose to have TalkSwitch send the number only Prompt function key options Some phone cards and phone services use different keypad digits for some of their features Four option
93. ensions Remote Extensions Transmitted Flash length 400 ms Extension Ring Groups Auto Attendant Adjustments Call Back Call Bridge Time allowed for pressing another digit after first pressing 1 Options Double Flash time 2 or 3 at the Auto Attendant Setting this value to immediate Administrator Password Time between two flashes means that callers will not be able to directly dial a Local Audio Controls to signify a propogated lt 1200 ms Extension Remote Extension or Ring Group Manual Transfer flash at the CO Single digit fall through time 1 5 sec Zi Miscellaneous jemena 3 Way Calling wait time Ping Patterns Time required between 2sec z flash hook and dial string 2 sec ne Check Ring Pattern Direct line access and modems Echo Suppression I Disable initial flash signal In certain circumstances when 2 or more units are networked together echo suppression may be required to improve communications between units V Enable Echo Suppression You should not change any of these settings without understanding how they will affect the operation of TalkSwitch If you require assistance please contact Centrepoint Technologies 2 0 Configuring TalkSwitch 71 ie Transmitted Flash Length This option controls the transmitted Flash length from TalkSwitch to the Telephone Company lines TalkSwitch emits a Flash when forwarding or bridging calls using the 3 Way Calling
94. eous page located under Options Using only one telephone line with Centrex Transfer service gives you access to TalkSwitch s Call Forwarding Call Back and Call Bridge features Hunt or Rollover When using two or more lines calls coming in on a busy line can be rolled over to an available line in a hunt pattern that you can set There are two types of hunting Sequential and Circular Sequential hunting starts at the number dialed and ends in the last number in the assigned group Circular hunting hunts all the lines in the hunting group regardless of the starting point It will only circle once through the Hunt Group TalkSwitch has the same functionality available on all lines and therefore can work in conjunction with the Hunt and Rollover services Call Hold and Flash TalkSwitch uses Flash to put calls on hold A Flash signal is produced by pressing the Flash or Link button on your telephone Link is another name for Flash If you do not have these buttons on your telephone you can produce a Flash by quickly depressing and releasing the telephone s Hangup Hook or Hook Switch Single Flash is pressing the Flash or Link button once You can also depress and release the telephone s Hangup Hook or Hook Switch once Double Flash is pressing the Flash or Link button twice You can also depress and release the telephone s Hangup Hook or Hook Switch twice When using your telephone s Hang
95. er systems linked together PBX Private Branch Exchange A PBX is a private telephone network used within an Enterprise Access to telephone lines and services are controlled by the PBX A PBX allows many users extensions to share a smaller number of telephone lines and have access to additional call handling benefits call hold intercom calling etc TalkSwitch is a mini or micro PBX Glossary Phone Load See Ringing Equivalency Prompt Recorded instructions delivered by voice processing units TalkSwitch provides prompts for you when using such features as Call Back Call Bridge and Selective Call Forward Prompts are also provided when configuring TalkSwitch using a telephone Keypad and for callers being put on hold Registered Jacks Telephone and data plugs registered with the FCC Ringing Equivalency Ringer Equivalency Number REN A number determined in accordance with the US Code of Federal Regulations which represents the ringer loading effect on a line A ringer equivalency number of 1 represents the loading effect of a traditional telephone set ringing circuit RJ 11 Registered Jacks 11 is the most common modular jack in the world It is usually used to connect single line telephonic devices such as telephones fax machines and modems It supports 2 conductors RJ 14 Registered Jacks 14 is a technical term for a telephone jack that looks similar to the standard RJ 11 Howe
96. er entering a command you will need to press J to confirm the entry before entering another com mand or exiting command mode To exit command mode press E3 or hang up Auto Attendant Record message __ Playback message _Erase message _ 1 41 51 041 2 42 52 042 3 43 53 043 4 44 54 044 5 45 55 045 6 46 56 046 7 47 57 047 8 48 58 048 9 49 59 049 Example Recording and playing back Auto Attendant 1 Press 7 to enter command mode then dial 4 1 3 2 After the tone record your Auto Attendant message Press 3 when you have finished 3 Press 5 1 to listen to your recording Note If you have the Administrator password enabled you will need to enter this password after you hit E79 the first time to enter command mode Recording Auto Attendants from an out of office phone 1 Dial into TalkSwitch and wait for the Auto Attendant message 2 Once the Auto Attendant is playing use the same keypad commands as you would from a TalkSwitch extension in the Recording Auto Attendants using touch tone commands section If you have Password Protection enabled you will be prompted for your password 2 0 Configuring TalkSwitch 45 eS In the At the Auto Attendant perform the following actions section If the caller selects O In general the 0 option is used to direct callers to a receptionist You may want to configure this option to ring a Local Extension For an after hours auto attendant
97. er hears silence while being transferred A system prompt will indicate that callers will hear silence while the system tries to locate their party This prompt helps explain to callers why all of a sudden they may hear silence for an extended period of time before possibly connecting to the Remote Extension This prompt cannot be disabled _ If you have 2 or more units on a LAN you will need to supply a music em aJ source to each TalkSwitch unit 1 8 audio splitters can usually be found at Networked most electronics stores 3 6 Mode Switching Options Manual Mode Switching You can use Telephone Keypad Commands at either a Local Extension or at the Auto Attendant to have TalkSwitch switch Modes At Local Extension dialtone or at the Auto Attendant dial J to enter command mode then enter a password if necessary Next dial any of the following Quick Commands followed by the E79 sign Activate Mode 1 31 Activate Mode 2 32 Check Current Mode 30 Automatic Mode Switching using the Time Scheduler Use the Configuration software or Telephone Keypad Commands to activate TalkSwitch s Time Scheduler feature You can configure TalkSwitch to automatically switch between Modes by configuring the times for Mode changes in the Modes tab located under Call Handling in the configuration software If at anytime you switch modes manually TalkSwitch will automatically switch to the proper mode during the next scheduled m
98. er on Hold and dialing an intended destination Press flash to place a call on hold then assign a parking space 3 500 509 Direct dial J J 500 509 from dial tone to pick up a parked call Press flash to put the first caller on hold dial another extension or external number then press flash 6 Direct Dial 961 at a local extension User will hear confirmation Reminder is played every time the extension is picked up Direct Dial 960 at a local extension User will hear confirmation Direct dial from dial tone to pick up a call ringing at another extension at anytime includ ing after the Auto Attendant answers Direct dial from dial tone or by pressing flash then 7 to cycle through on a first in first out basis Put the caller on Hold dial 80 and then dial the outside number Hang up to complete the transfer Can only be used when the line has 3 Way Calling Conference or Transfer Centrex Plexar service Direct dial from dial tone Direct dial from dial tone to toggle on or off music through the PA port Useful for office background music Direct dial from dial tone to pick up a call ringing at any other extension Direct dial EJ at a Local Extension If you have Direct Line Access enabled at your Local Extension then you must first press flash before using most of the functions listed Appendices 119 E DTMF descriptions dialed at the Auto Attendant message D
99. ete the transfer and get internal dialtone The caller will immediately be taken off hold and connected with the receiving extension If the person at the receiving extension does not wish to take the call you can press Flash 5 to return to the caller Keep in mind that if you dial an extension and it is busy or not answered you can still complete the transfer so that the caller will be directed according to that extensions Call Cascade settings If you tend to handle many calls you may want to complete or cancel a transfer without hanging up Flash 4 will complete the transfer and then provide internal dialtone while flash 5 will cancel the transfer and connect you back to the caller From a Local Extension to any outside telephone number To initiate an Unscreened Transfer Put the caller on hold select a Line Hunt Group dial 80 for Same Line Connect then dial the outside telephone number then press flash 4 to complete the transfer You cannot simply hang up to complete the transfer otherwise the calls will be disconnected If the person at the receiving extension does not wish to take the call you can press flash 5 to return to the caller If you have the 3 Way Calling Conference or Centrex Transfer feature enabled on the current line you can select the Same Line Connect 80 to make use of these features Everything proceeds as outlined above other than the fact that you are using the sam
100. etween attempts If you want to activate this voice mailbox for the associated Remote Extension check Activate Voice Mailbox If you want to use this mailbox for informational purposes check Play announcement only If you want to be notified on your pager or cell phone when new messages arrive configure the Pager and Remote Phone Notification section Zz 38 TalkSwitch User Manual Remote Phone Notification If you want to be notified at another location when new messages arrive you can use Remote Phone Notification Simply enter the phone number of the cell phone or location where you want to be notified Notification Settings Detailed instructions are provided for how you may want TalkSwitch to han dle notification calls being considered successful or requiring another attempt Pager Notification Use Pager Notification if you want to be notified by pager when new mes sages arrive Simply activate the feature then enter the pager phone number and the numeric message to be displayed on the pager See following page for screen shot of the pager notification options Dial notification phone number These parameters control which Hunt Group is used for both the Remote Phone and Pager Notification calls It also allows you to adjust the number of rings before it will abort the attempt then follow the parameters listed in the next section If attempt unsuccessful These parameters control how many
101. fered by the telephone company on a pay per service basis All call switching occurs at a local telephone station instead of a company s premises CNG A chirping tone emitted by fax modems and most fax machines to initiate contact with another fax machine modem CO Central Office COM Port Communications Port Internal virtual pathways used to transmit data to and from a PC s exterior Serial Port and software running on the PC The majori ty of PCs have four Com Ports COM1 COM2 COM3 and COM4 Most software programs gain access to the Com Ports via system interrupts IRQs and only two IRQs are reserved for the four ports If you have two devices using Com Ports that share an IRQ you cannot use the devices simultaneously Typically COM1 and COM3 use IRQ4 while COM2 and COM4 use IRQ3 Communications Software Software that makes it possible to send and receive data over telephone lines via modems Compression Data Storing information in a format that requires less space than usual Compression saves transmission time capacity and storage space Computer Telephony Integration Refers to systems that enable a computer to act as a call center accepting incoming calls and routing them to the appropriate device or person Today s CTI systems like TalkSwitch are quite sophisticated and can handle all sorts of incoming and outgoing communications including phone calls faxes and Internet messages Confe
102. ffect system extension numbers When more than one TalkSwitch is connected to a LAN and they operate in networked mode several of the extensions and voicemail have different numbers based on the Unit ID assigned to the TalkSwitch unit they belong to 1 0 Installing TalkSwitch 6 E The extensions and voice mailboxes affected by the new numbering system are listed in the following table Unit ID 1 Unit ID 2 Unit ID 3 Unit ID 4 Local Extensions 111 118 121 128 131 138 141 148 Remote Extensions 211 218 221 228 231 238 241 248 Local Mailboxes 111 118 121 128 131 138 141 148 Remote Mailboxes 211 218 221 228 231 238 241 248 General Mailboxes 410 419 420 429 430 439 440 449 As you may have noticed none of the Extension Ring Groups are affected since they are global to the entire system It doesn t matter if there is one or four TalkSwitch units on a LAN there will always be 10 Extension Ring Groups with the extension numbers 300 309 1 5 5 Keeping track of the lines and extensions To keep track of the extensions and lines connected to each TalkSwitch you may want to label each unit with it s respective Unit ID This will simplify matters when it comes to adding or removing extensions and lines In the event the TalkSwitch units are located in a room away from the extensions and you need to identify which unit is which there is a utility in the configuration software that will allow you to identify each unit by flashing the light
103. fic extensions will ring before the Auto Attendant answers e If no Auto Attendant is chosen to answer on the specified line then you can configure when specific extensions will ring up to 9 rings Extensions to ring on an incoming call before Auto Attendant answers Select the Local Extensions you would like to ring before the Auto Attendant answers By default all activated Local Extensions will ring If you require certain extensions to ring in a sequence i e one extension rings first then another on the 2nd ring click the Adjust Sequence button to configure Remember Callers will only be directed according to settings for an Auto Attendant first Calls will not follow the Call Cascade settings of any of the Local Extensions programmed to ring before the Auto Attendant answers Adjust Sequence This section controls how the extensions will ring before the Auto Attendant answers the call e If you have chosen the Auto Attendant to answer calls immediately this section does not require configuration and will be greyed out e Ifthe Auto Attendant is set to answer after 1 or more rings you can then con figure when specific extensions will ring before the Auto Attendant answers e If no Auto Attendant is chosen to answer on the specified line then you can configure when specific extensions will ring up to 9 rings Remember that no calls will go to voicemail unless you first have an Auto Attendant answer 2 3 3
104. for telecommuters or other part time staff A total of 9 different Auto Attendants can be recorded or loaded with a combined total time of 25 minutes shared with voicemail but can be expanded on the TalkSwitch 48 using TalkSwitch Memory cards You do not have to use or record all 9 Auto Attendants TalkSwitch Configuration File Setup Utilities Help About TalkSwitch Auto Attendant Settings System Information Voicemail For Auto Attendant 1 perform the following actions Call Handling 1 Modes If the caller selects O then go to local ext xj 114 Auto Attendant 2 Telephone Lines If the caller selects 1 then go to ting group y 300 v Local Extensions 3 If the caller selects 2 then go to directory X Remote Extensions Extension Ring Groups 4 If the caller selects 3 then perform no action v EJ Call Back Call Bridge SE 2 r sill we Options 5 If the caller selects 4 then performno action vi E If the caller selects S then performno action v 8 If a fax call is detected then go to local ext x 4118 re After the Auto Attendant has finished playing and no selection has been 8 made within 5 v seconds then go to auto attendant v 2 v 3 Utilities for Auto Attendant 1 Before an Auto Attendant can be fully functional you need to record your Auto Attendant message using a telephone or load a pre recorded Auto Attendant Record Inst
105. for both the Remote Phone and Pager Notification calls It also allows you to adjust the number of rings before it will abort the attempt then follow the parameters listed in the next section If attempt unsuccessful These parameters control how many times TalkSwitch will try to notify the Remote Phone or Pager before it will abort the entire notification attempt You can also specify the time interval between attempts 2 3 2 2 Remote Extension Voicemail Remote Extension voicemail is similar in features to the Local Extension voicemail If you want to use this mailbox for informational purposes only and prevent callers from recording messages then check the Play announcement only box TalkSwitch Configuration File Utilities Help About TalkSwitch Remote Ext Voicemail System Information Nicea JV Activate Voice Mailbox Local Ext Voicemail 211 I Play announcement only don t record any messages General Voicemail 212 Global Settings r Pager and Remote Phone Notification Call Handling 213 Call Back Call Bridge Remote Phone Notification Pager Notification Options 214 IV Activate Remote Phone Notification Remote phone number 555 8888 GE Notification Settings 217 Dial notification phone number using Hunt group 9 _v and letit fingupto 6times v before aborting each attempt If attempt unsuccessful try again 3 more times v with an 215 218 interval of 5 minutes v b
106. from an extension which has Direct Line Access enabled dial Flash after going off hook Hunt Group Access This is used if you want to permit or restrict specific Hunt Group access to the extension Click the button and simply organize the appropriate Line Hunt Groups that are permitted for this extension All extensions are defaulted to have no restrictions 2 0 Configuring TalkSwitch 31 A 2 3 1 5 Remote Extensions With TalkSwitch s Remote Extensions you can have calls forwarded directly from your home office to any phone number you choose Your cell phone pager or any out of office number becomes a Remote Extension of your office system You can have calls forwarded directly or screen callers If you are unavailable or choose not to accept calls they can be transferred back to your office e g to voicemail or another extension or forwarded to another out of office telephone number e g to a business partner s cell phone depending upon the Cascade configuration For details on how to use Remote Extensions see section 3 3 TalkSwitch Configuration File Utilities Help About TalkSwitch Remote Extensions System Information Telephone Lines Line Hunt Groups I Activate extension Fax Information Local Extensions Last name Smith First name Dave Extension Ring Groups m Music on hold Voicemail To include this extension in the directory you will need to type in a i Call Handling last name and reco
107. ghts on the front panel of the units that have the conflict To resolve the conflict you need to assign a different Unit ID to one or more of the units Pick up a telephone handset connected to one of the extension jacks on the TalkSwitch unit that you want to assign a different Unit ID You will immediately hear a system prompt indicating that there is a conflict and a new Unit ID needs to be chosen Select an available Unit ID between 2 and 4 odds are that you are keeping the Unit ID of the 1st unit set to 1 Next the system should indicate that the update was successful and the front panel lights should stop flashing after several seconds When none of the front panel Line lights are flashing then all units are ready for network use No IP configuring is required since TalkSwitch units do not use the TCP IP protocol TalkSwitch units cannot communicate with any other units beyond the LAN If you need to configure remotely you can use the remote modem option to connect from a remote location 1 5 3 Changing the Unit ID If you need to change the Unit ID of any TalkSwitch system you can first press Ej from a Local Extension to enter command mode enter a password if necessary then dial 0 0 3 The system will respond with the Unit ID of that particular TalkSwitch To change the Unit ID use any of the following commands once in command mode Unit ID DTMF Command 1 013 2 023 3 0363 4 0463 1 5 4 Unit IDs and how they a
108. greeting options press 2 This section allows you to record a new personal voicemail greeting The default greeting is The extension you have reached is unavailable at this time Please leave a message after the tone Keep in mind while recording your greeting or announcement that callers can press E to return to the previous Auto Attendant if the call came from the Auto Attendant while listening to your greeting and can press EJ when they are done recording for more options You may want to give your callers these options for their convenience Change personal options press 3 This section allows you to change your current password turn auto date and time stamp phone number on or off and setup or change Pager and Remote Phone Notification for new messages By default auto date and time stamp is on and this information is played at the end of each message If you have Caller ID service then the phone number is also included with the time and date Record name for Dial by Name Directory press 4 If you have not already recorded your name for the directory or wish to change the recording you can do so here The dial by name directory is accessed at the Auto Attendant according to your configuration Callers are directed to enter the first 3 letters of the employee s last name The system will find the exact or closest match then play the recorded name the extension number then give them the option to connect to tha
109. h the 3 way call at anytime by pressing flash 6 ire 82 TalkSwitch User Manual When using the telephone company s 3 Way Calling Conference service you can conference by following the instructions below 1 Establish a call with an outside party 2 Place the outside caller on hold by pressing flash twice and then dial the number of the other outside party you wish to conference with 3 When the call is answered you can establish the 3 way call at anytime by pressing flash twice If you are experiencing problems with pressing the flash key twice in a rapid succession ie pressing the flash key twice within 1 5 seconds then you can make changes in the software that will make it easier to accomplish this task See section 2 3 5 5 for details on setting the Double Flash Time 3 2 8 Using Phones connected in parallel to TalkSwitch Phones connected in parallel not connected to TalkSwitch but connected to the same line with TalkSwitch will always ring at least once before TalkSwitch starts ringing its extensions or the Auto Attendant answers the call This occurs because TalkSwitch uses the first ring to identify the incoming ring pattern before passing it on to the extensions or the Auto Attendant e g TalkSwitch determines if the call is a Distinctive Ring and detects any Caller ID information A parallel phone can barge in on any telephone call on any of TalkSwitch s Lines Making and receiving calls
110. hat you can still get into the system to access voicemail or make configuration changes Modem Connection x TalkSwitch phone number f 800 555 1234 If a prefix is required before the phone number use a commal to insert a 2 second pause after the prefix Example 9 555 1234 Cancel Once you have entered the phone number click Connect The TalkSwitch software will now try to communicate with your modem to establish a connection The following screen should appear after it has successfully dialed the phone number to TalkSwitch Follow the instructions on the screen Connecting to TalkS witch xj Establishing connection with TalkSwitch Press the OK button after you hear the Auto Attendant answer If the number being dialed does not have an Auto Attendant configured to answer the line TalkSwitch will answer the call with a generic greeting after 15 rings Cancel 1 0 Installing TalkSwitch 11 E 1 4 4 5 Connecting to TalkSwitch from a local extension using a modem TalkSwitch can be configured locally using any PC with a modem connected to TalkSwitch and has the TalkSwitch software installed Version 2 39 of the software and version 2 39 of the firmware support modem connectivity Run the TalkSwitch software then click on PC connection Select Locally using a modem for the connection then the associated COM port for that modem TalkSwitch Preferences x r Communication Setup S
111. he controls on this page update TalkSwitch in real time This allows you to adjust levels during a conversation without having to first save the configuration to TalkSwitch TalkSwitch Configuration File Utilities Help About TalkSwitch Audio Controls System Information Voicemail Message Volumes Call Handling These controls affect the volume of the Auto Attendants Voicemail Announcements and system prompts Call Back Call Bridge Options Internal playback volume 6 z External playback volume 8 D Administrator Password Audio Controls Manual Transfer Line Amplification Miscellaneous Line Controls Troubleshooting These controls affect the volume of conversations through lines to extensions Line 1 2dB v Line 2 1dB x Line 3 2a ind Line 4 2 d y Line Bridge Amplification These controls affect the volume of a J conversations when bridged across two lines This includes calls forwarded to k a J Remote Extensions Conference calls and f Call Bridge Before adjusting the levels we recommend you first calibrate the lines Calibrate Lines 7 SSS These controls should be adjusted if you are experiencing problems with conversation levels recording volumes and or playback volumes For more detailed explanations of each control simply click on any of the controls If you need to change the volume of the music for Music on hold you will need to make the adjustment on the music s
112. he receiving antenna e Increase the separation between the equipment and receiver e Connect the equipment to an outlet on a circuit different to that which the receiver is connected e Consult the dealer or an experienced Radio TV technician for help gt This CLASS B Digital apparatus meets all requirements of the Canadian interference causing equipment regulations Changes or modifications not expressly approved by Centrepoint Technologies Inc could void the user s authority to operate the equipment ee 122 TalkSwitch User Manual FCC Part 68 Notice The Industry Canada label identifies certified equipment This certification means that the equipment meets telecommunications network protective operational and safety requirements as prescribed in the appropriate Terminal Equipment Technical Requirements document s The Department does not guarantee that the equipment will operate to the user s satisfaction Before installing this equipment users should ensure that it is permissible to be connected to the facilities of the local Telecommunications Company The equipment must also be installed using an acceptable method of connection The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations Repairs to certified equipment should be coordinated by a representative designated by the supplier Any repairs or alterations made by the user to this e
113. her than a Flash button you may be holding the hookswitch down too long and as a result are actually hanging up on the caller Appendices 107 pal Problem can t use my Conference 3 Way Calling feature from the phone company e You need to make sure you have checked the box indicating that you have 3 Way Calling or Transfer and clear on the appropriate lines This option is located on the Telephone Lines page in the System Information folder of the configuration Problem Unable to place intercom calls from a Local Extension e Ifthe Local Extension has been given Direct Access to your telephone lines then you need to press Flash before intercom calling Answering and Fax Machines Problem The answering machine and or fax machine picks up calls before they can be answered by telephone extensions e Check your settings in the Telephone Lines tab in the Call Handling section in the Software Configuration The problem may be that your fax machine answering machine extension is set to answer calls at the same time as your telephone extensions To fix this problem remove the fax or answer ing machine extension from the list of extensions to ring on an incoming call Problem Incoming faxes are not automatically detected and routed to the fax machine On the Auto Attendant tab of the configuration software check to ensure that you have chosen the appropriate extension for the field labeled if a fax c
114. ial the Remote Extension number e g 211 to which you want the call forwarded and then hang up The call will be handled according to the Call Cascade options of that Remote Extension 3 Conditional call forwarding If the Auto Attendant answers a call and the caller selects an extension or Ring Group number that is already busy or is not answered the Auto Attendant can forward the call to a Remote out of office extension number Conditional call forwarding is configured using the Call Cascade s No answer or Busy at extension settings configurable for each Local Extension Remote Extension and Ring Group 3 3 2 Transferring calls from a Remote Extension Remote Extension Call Transfer is a new feature introduced in version 2 39 of the TalkSwitch firmware Calls forwarded to a Remote Extension not using Centrex or 3 Way Calling services can be transferred to any local or remote extension ring group or voice mailbox This feature also applies to VoIP Extensions 250 299 Transferring calls Calls can be placed on hold at a Remote Extension by dialing QE anytime during a conversation You will then hear dialtone as you would hear at a Local Extension At that time you can perform any of the following actions 1 Press 3 EJagain to retrieve the call placed on hold 2 Dial any Local Extension Remote Extension or Ring Group 3 Dial E mailbox to transfer a caller to a voice mailbox If the system is configured in the Trou
115. ialing prefix Use password on Call Back M Allow Call Bridge Use 4 8 digits Password 1234 Hunt Group Access Working together Call Back and Call Bridge act as your personal long distance operator Whether you are across town or around the world you can place calls from your home office telephone lines accessing your long distance savings plan Call Bridge allows you to place calls from your office telephone lines when you are not in the office You can make a direct call to TalkSwitch activate Call Bridge and enter the telephone number you want to dial TalkSwitch dials the number from your home office telephone lines and bridges the two calls together 2 0 Configuring TalkSwitch 61 fae Number to call back This phone number should be entered exactly as you would normally have to dial the number from this line do not enter a Line Hunt Group in the dialing string TalkSwitch will Call Back out on the same line the call originated When you access Prompted Call Back from out of the office you may change this number before initiating Prompted Call Back This is the benefit of Prompted Call Back you do not need to preset the number before you leave the office Use dialing prefix with Call Back number If you usually have to dial the same prefix when using Prompted Call Back for example a long distance calling card number you may want to enable Use dialing prefix with Call Back number Ente
116. icemail O sec O sec Voicemail O sec O sec Voicemail O sec O sec 410 Voicemail Osec O sec View active mailboxes only View all mailboxes Unit Total Unit Time Auto Attendant Usage Voicemail Usage Call Back Directory Unit Time Available il 24 min 46 sec 1 min 57 sec Omin 59 sec Omin O sec 21 min 50 sec Retresh Data Voicemail Access Dial H from a local extension to access the mailbox associated to that extension You can also dial lt mailbox gt at the local extension or at any auto attendant greeting when calling from a remote location If you have Direct Line Acces enabled at the extension press flash before dialing into voicemail Reset Mailboxes Reset Mailboxes Use this feature if for example an WARNING Resetting mailboxes will delete all their greeting messages and password information employee has left the company and all greetings messages and settings for a a particular mailbox need to be reset If u you need to simply delete a password use the Voicemail Manager located under Utilities in the menu bar Mailboxes in use Mailboxes to reset IV Delete Directory name OK Cancel ip 42 TalkSwitch User Manual 2 3 3 Call Handling 2 3 3 1 Modes The use of Modes allows you to run different call handling configurations at different times For example you may want calls handled one way during business hours and another way for non business hours Modes can be
117. icemail prompts and recordings through PA When a caller goes to voicemail you will hear your greeting and the caller leaving a message If you wish to interrupt and speak to the caller dial J 9 from any Local Extension 2 3 5 5 Troubleshooting The following controls should not be changed unless you are familiar with the effect they will have on TalkSwitch s operation If your system does not appear to be functioning properly please contact your reseller for assistance Flash Lengths Accepted Flash Length These options control the allowable Flash length from a Local Extension that TalkSwitch will consider to be an intentional Flash The range can be adjust ed to accept anything from 50ms to 1 second The default range for accept ing a Flash signal at a Local Extension is between 200 ms and 800 ms Most phones emit a 500 ms Flash signal when the Flash or Link button is pressed TalkSwitch Configuration File Utilities Help About TalkSwitch Troubleshooting 1 Troubleshooting 2 System Information Voicemail Flash lengths Non detection of disconnect clear Call Handling Accepted Flash length As a safeguard if the disconnect clear is not detected Modes Minit length 200 when using Call Bridge Call Back or Call forwarding Auto Attendant inimum length ma TalkSwitch can clear the line after a period of silence Telephone Lines Maximum length 800 ms Disconnect on silence after 4 mi P pe f1 min Local Ext
118. igit dialed 0 1x1 1x4 1x1 1x8 2x1 2x8 250 299 300 309 1 2 3 4 5 7 xxx 81 88 9 80 EJ 1x1 1x8 E3 2x1 2x8 EJ 4x0 4x9 4x0 4x9 3631x1 1x8 63 632x1 2x8 63 34x0 4x9 Function performed User Defined Mapped to an Extension Ring Group Auto Attendant Voice mailbox Announcement or perform no action Dials Local Extensions The extensions are 1x1 1x4 for the TalkSwitch 24 and 1x1 1x8 for the TalkSwitch 48 x repre sents the Unit ID number Dials Remote Extensions associated with an external phone number Functionality similar to a Local Extension x repre sents the Unit ID number 1 4 Speed dial for VoIP calls TalkSwitch will hunt the VoIP ports go off hook then dial the digits entered Dials Extension Ring Groups 10 in total for the entire system Mapped to Local Extensions s with specific fall through options User Defined Mapped to an Extension Ring Group Auto Attendant Voice mailbox Announcement or Perform no action Enters Call Back configuration PBX Transfer A flash hook transfer with disconnect after dialed Access to line Hunt Groups for Call Bridge Password protected at the Auto Attendant Call Bridge using Same Line Connect Requires 3 Way Calling Conference on the line Enter Internal voicemail to leave a message or listen to an announcement If you press 8 during the greeting you can access messages x represents the Unit ID number Callers can
119. imultaneously Firmware not loaded or corrupt ed error To fix the problem reload the TalkSwitch firmware Make sure you update with the last version you updated with Do not use an old version off the install CD if you have updated your system at least once Line 1 and 4 then Line 2 and 3 lights flashing alternately System prompts not loaded or corrupted error To fix the problem reload the TalkSwitch firmware Make sure you update with the last version you updated with Do not use an old version off the install CD if you have updated your system ot least once E 104 TalkSwitch User Manual Problems that may occur during Configuration Problem am not able to Retrieve settings from my TalkSwitch e Make sure your TalkSwitch is turned on and plugged into a working power outlet Then select Retrieve settings available under the File menu in the Configuration Software e Make sure the serial or USB cable connecting TalkSwitch and your PC is securely attached to the serial ports Retrieve settings available under the File menu in the Configuration Software Confirm that TalkSwitch is set to use the proper port For USB dial 9 1 at a Local Extension then you should hear the prompt Accepted Next reset TalkSwitch For Serial dial 9 0 at a Local Extension then you should hear the prompt Accepted Next reset TalkSwitch USB is not supported for Windows 2000 or XP e From the Control Center choose PC Co
120. in between E4 and L1 L2 represents power failure support In the event of a power failure or loss of power to TalkSwitch Extension 114 will be able to receive calls and make calls on Line 1 1 4 Plugging into the Back Panel 1 4 1 Attaching telephone lines to TalkSwitch line jacks You can connect your telephone lines from the wall jack s to the TalkSwitch Line jacks with the phone cables provided Take note of which telephone line is connected to which Line Jack on TalkSwitch this information will be used in the configuration section In order to minimize disruption to your business you may want to configure TalkSwitch first before connecting it to your lines and phones We recommend that you connect surge protectors between TalkSwitch and your telephone lines to protect against lightning damage 1 4 2 Attaching phones and other devices to TalkSwitch extension jacks You can connect any analog device regular telephone cordless phone fax machine answering machine modem to TalkSwitch s extension jacks Multiple devices can be connected to each extension jack by chaining them together or using a line splitter To Attach a Single Line Corded or Cordless Telephone Fax Machine or Answering Machine Connect your single line analog telephone or fax machine to one of TalkSwitch s extension jacks E1 to E4 for the TalkSwitch 24 and E1 to E8 for the TalkSwitch 48 just as you would if you were plugging them into a standard telephon
121. irm password 1 Verify Password Note You will be prompted for this password when you attempt to configure TalkSwitch via the configuration software or using a touch tone telephone Please be sure to write down this password and store it in a safe place If you want to protect the TalkSwitch configuration against tampering you can program an Administrator password to configure TalkSwitch The password that is entered here will be used at configuration start up and through configuration using a telephone Administrator password To activate the use of an administrator password enter a 4 to 8 digit password and then confirm the password Next click the Verify Password button to have the software validate the password The password can only contain numbers since it is also used to gain access to the system using a touch tone phone If there is a problem with the password you will need to re enter the password and then confirm it If you do not want a password or want to delete the existing password simply clear the password field and click Verify Password TalkSwitch will no longer require a password for configuration If the administrator forgets their password the only option to gain access to the configuration settings is to contact Centrepoint Technologies 2 0 Configuring TalkSwitch 65 nae 2 3 5 2 Audio Controls This section deals with the adjustment of volume and system gain controls All t
122. is light will return to the default state of being on solid Mailbox Settings The first option controls the order that messages are played back when listening to voicemail The default setting plays messages back starting with 2 0 Configuring TalkSwitch 41 we the newest message and working back to the oldest messages This setting is convenient since many people store several saved messages and don t want to skip through these messages every time they want to listen to newer messages The 2nd control can be adjusted so that you can have the system page or call your remote phone for every new message received in voicemail or only the 1st new message received in voicemail Automatically remove blank and short messages Enable this option if you tend to get several messages where callers hang up rather than leave messages The advantage of not clearing the short messages is that employees can listen to the Caller ID information played at the end of the message to identify callers Caller ID service required from your telephone company View Mailbox Data Details are provided for each voice mailbox and announcement This tool is useful for better managing the voicemail resources of the system Mailbox Data Mailbox Type Greeting time New messages Totalmessages Message time mM Voicemail O sec 3 48 sec 112 Voicemail O sec 11 sec Voicemail O sec O sec Voicemail O sec Osec Voicemail O sec O sec Vo
123. itch then asks the caller to hold and dials your call forwarding telephone number When you answer the forwarded call TalkSwitch plays a pre recorded prompt identifying the call as having been forwarded from your home office This is Call Forward you have a call from and then plays the recording of the callers name You have the choice of accepting the forwarded call by pressing FJ on your telephone keypad or re routing the call to it s call screening Call Cascade options by pressing J or hanging up When either screening option is used and you have music on hold enabled and you are not using the 3 way calling feature Same Line Connect to forward calls then the caller will hear music while TalkSwitch is waiting for the Remote Extension to accept the call If a forwarded call is not answered or the line is busy TalkSwitch will perform the following based upon how the call was originally forwarded If the call was automatically forwarded the call will follow the Remote Extension s No answer at ext or Busy at extension Call Cascade action If the call was manually forwarded The call will follow the Remote Extension s No answer at ext or Busy at extension Call Cascade action This action can be changed to ring the extension back who performed the transfer in the Options gt Manual Transfer tab If the call was conditionally forwarded The call will follow the following Call Cascade action in the No answer at ex
124. l Announcement Auto Attendant or keep ringing E 52 TalkSwitch User Manual 3 Answered at ext routing options when this extension rejects a screened call Selecting play caller s name first will prompt callers when they choose this extension at the Auto Attendant to record their name When you answer the call at the extension it will announce the caller by playing their recording at which time you can choose to accept the call by pressing 3 or reroute the call to the Cascade options on this tab by either hanging up or pressing 3 Routing options include forwarding calls to a Local Extension Remote Extension Extension Ring Group built in Voicemail Announcement Auto Attendant or hang up In the case where hang up is selected TalkSwitch will first play the following prompt before hanging up I m sorry that extension is unavailable at this time Please try again later 4 Do not Disturb routing options when this extension has engaged the Do not Disturb feature The Do not Disturb feature is toggled on or off by dialing 362 from a Local Extension handset Cascade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group built in Voicemail Announcement Auto Attendant or hang up When Do not Disturb is enabled you will hear Do not disturb on before the dialtone as a reminder since no calls will ring through to your extension You may still dial a
125. lations The original end user purchaser s sole and exclusively remedy hereunder shall be limited to repair or replacement specified herein Appendices 125 E DOC Compliance This digital apparatus does not exceed the Class B limits for radio noise emissions for digital apparatus as set out in the Radio Interference Regulations of the Canadian Department of Communications The FCC Statement is located in Appendix D Safety Precautions and Regulatory Information Warranty Service To be eligible to obtain warranty service you must retain proof of purchase and contact your reseller for warranty details If you fail to provide proof of purchase your reseller and Centrepoint Technologies will not be able to provide you with any kind of warranty service To obtain warranty service products must be sent to your reseller or a service facility designated by Centrepoint Technologies The original end user purchaser shall pay all shipping charges duties and taxes for products sent to Centrepoint Technologies for warranty service Centrepoint Technologies shall pay for return of the product to the end user purchaser B 126 TalkSwitch User Manual To obtain Warranty service it Contact your reseller and obtain a Warranty Return Authorization WRA number if required If you purchased the product directly from Centrepoint Technologies you can obtain this number by contacting the Technical Support department at Centrep
126. lay music whose source is connected to the MUSIC jack Transfer Settings When calls are transferred from the Auto Attendant or from an extension callers will hear Music Regular ring If you want callers to listen to music while they are on hold you will need to enable Music on hold If you connect a music source to the Music jack and do not enable Music on hold the caller will hear both music and a beep sound when on hold Also when the caller makes a selection at the Auto Attendant to go to an extension that has call screening enabled they will hear both ringing and music If you do not provide a music source and enable Music on hold callers will hear silence when on hold or when they dial an extension Any volume adjustments for Music on hold must be made at the music source On Hold Settings If you have a music source connected to the MUSIC jack then you can select the play music option Otherwise leave the option set to play a double beep when callers are placed on hold Ringback Settings If you notice that you are unable to check voicemail frequently then you may need to free up resources by selecting Simulated Ring Newer TalkSwitch 24 models will support this option Transfer Settings Select the option that best suits your environment and system configuration Note If you connect a music source to the Music jack and do not enable Music on hold the caller will hear both music and a b
127. lear VolP port after call transferred Perform a blind transfer This section deals with the actions TalkSwitch will take when calls are transferred manually from a Local Extension to another extension Local Remote or Ring Group If you select the Call Cascade options such as perform Busy or No Answer TalkSwitch will handle the call according to the Call Cascade configuration for the extension you transferred the call to All transferred calls are redirected according to the number of rings specified in the No answer at ext tab for the extension that is receiving the transfer Transferring a caller to a Local Extension When performing this action in the case of the extension not answering or being busy you have the choice of TalkSwitch either ringing back the extension that transferred the call or performing the no answer or busy action of the extension that the call was intended for You also have the choice to adjust this setting for both the Remote Extensions and Extension Ring Groups Any changes made in this section affect the entire system 2 0 Configuring TalkSwitch 67 iz Transferring from a Home phone You can transfer a call from a phone connected in parallel to one of the incoming TalkSwitch lines Home phone to a Local or Remote Extension Extension Ring Group an Announcement or a Voice mailbox This section allows you to choose which transfer prefix you would like to use to perform the
128. ll Back section this option is recommended if the number TalkSwitch will be calling back corresponds to a hotel or a location where somebody else will be answering the call The Announced message option allows you to record a message that will be played when the call is initially answered during a Call Back For example you may want to say Please transfer this call to Bob in room 307 When the hotel receptionist gets the call and hears this message they will know to transfer the call to Bob s room The Announced Message can be recorded using an extension handset or remotely when you access Call Back from the Auto Attendant The Record message button gives the instructions to record the message They are as follows Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the Prompted Call Back Announced Message 1 Press J to enter command mode If required enter the password 2 Next enter the appropriate command as listed below After each command press J to confirm the entry To record message 65 To playback message 75 Allow Call Bridge To allow Call Bridge after a Call Back has been accepted check the Allow Call Bridge box You may also restrict the Hunt Group access using Call Bridge from this Call Back by choosing the Hunt Group Access button The call back number shown will always be the last number TalkSwitch dialed in the last Prompted Call Back session
129. ller ID and passes it only to the selected Local Extension If a Local Extension is configured to ring at least twice before the Auto Attendant answers TalkSwitch will pass the Caller ID information to that extension If a call is transferred from one extension to another the Caller ID information will also be passed TalkSwitch can also use the Caller ID s time stamp to set it s internal clock Distinctive Ring The ability to have more than one telephone number that callers can dial to reach the same telephone line Distinctive Ring is also referred to as Ident A Ring Ident A Call Ring Master Teen Service Double Number Personal Ringing Ring Plus Smart Ring Service Special Ring or Customized Ringing TalkSwitch can detect Distinctive Ring telephone numbers and use them to route incoming calls automatically TalkSwitch gives you the ability to use two Distinctive Ring telephone numbers on all lines Distinctive Ring numbers on TalkSwitch s Lines also have access to the Auto Attendant and all of TalkSwitch s other call routing features TalkSwitch s Distinctive Ring call routing features can be used a number of ways Routing fax modem calls routing voice messaging separating home office calls and making use of TalkSwitch s Auto Call Back feature Each Distinctive Ring number has a distinctive ring cadence or ring sequence which allows you to identify the telephone number that was dialed Voicemail Call Answer A servic
130. ndant Message TalkSwitch s electronic attendant A self recorded message that greets and directs callers to select an extension number based on information provided in the message Glossary 135 ea BPS Bits Per Second A measure of how fast a modem can transmit and receive data Call Back A TalkSwitch feature which once activated instructs TalkSwitch to call you back at a preset Out of Office telephone number You can then access TalkSwitch s Call Bridge feature TalkSwitch offers two ways to activate Call Back Prompted and Auto Call Bridge A TalkSwitch feature which bridges together calls from two different remote locations Call Bridge allows you to place long distance calls from your office telephone lines even when you are out of the office Call Forward A TalkSwitch feature which forwards calls to one of 10 or more Remote Extensions Caller ID A service provided by telephone companies which transmits information about incoming calls callers name and telephone number The Caller ID information is transmitted between the first and second ring Call Waiting A service provided by telephone companies which allows you to accept a second incoming call on a telephone line that is already in use Call Waiting allows you to toggle from one caller to the other Central Office Your local telephone company or public exchange network Centrex Plexar Central Office Exchange Service A type of PBX service of
131. ne Access enabled be sure to press flash before accessing your mailbox If you have a line configured to go straight to voicemail then you can dial 8 during the greeting to access messages The first time you access your voicemail you will be prompted to setup your mailbox by optionally assigning a password recording a greeting and recording your name for the dial by name directory Since there are no directory listings for the general mailboxes you will not be prompted to record a name for the directory Keep in mind that you should always use the mailbox associated to the same extension since the directory is related to the extension and voice mailbox Once your mailbox has been setup and you access your mailbox through prompt instructions you may do the following Listen to messages press 1 If there are any messages in your mailbox you will be able to access them by pressing 1 TalkSwitch will always start with new messages before playing back any older messages You have the ability to perform the following actions while listening to a message and after listening to the message Dial 1 Rewind 10 seconds Dial 11 Rewind to beginning of message Dial 3 Skip ahead 10 seconds Dial 33 Skip to end of message Dial 6 Forward the message Dial 7 Delete message Dial 9 Save message Dial amp Back up one level Dial J Skip to next message New messages left as new ip 88 TalkSwitch User Manual Change
132. nformation regarding their return policy do not return the product directly to Centrepoint Technologies Appendices 129 ee Appendix G Specifications Extension Interface Loop range On hook voltage Off hook loop voltage source Off hook loop current Ringing voltage Ringing frequency Total supported ringing load Trunk type Connector type Interface impedance Dial tone level Signaling type Flash hook supported C O Interface Interface impedance Trunk type Connector type Ringing impedance Ringing sensitivity REN Longitudinal balance Signal level Caller ID support Distinctive ring supported System C O interfaces Extension interfaces RS 232 9 pin interface USB interface LAN interface Memory expansion Appendices 131 E 0 to 600 ohms 35 volts 35 volts 23 to 40 mA 90 volts RMS 20 Hz True Sine wave 5 REN Loop start RJ 11 2 pin 600 ohms 2 4 dBm DTMF only Yes 600 ohms Loop start RJ 11 4 pin 3 900 ohms 45 volts RMS 20Hz 1 8 69 dB 10 dB All lines Yes 2 4 4 8 1 1 Ethernet 10BaseT 8 16 32 64 MB TalkSwitch Memory Cards System Music input PA output Power source Power switch DTMF detectors Dial tone generators Ring detectors Power failure pass through Dimensions Weight Approvals Applies to TalkSwitch 48 models only Phono jack mono Phono jack mono AC wall adapter 120VAC 16VAC 1 14 Push Button 4
133. ng this the PBX extension length needs to be specified PBX extension length notused v Internal clock setting Obtain time information from CO Caller ID Internal Caller ID options For Intercom rame and number v calls show Prompt function key options To terminate an input dial string use the key To back up one level during prompts use the key To use special prefixes use the key To terminate an input dial string use the key To back up one level during prompts use the 0 key To use special prefixes use the key To terminate an input dial string use the key To back up one level during prompts use the key To use special prefixes use the key To terminate an input dial string use the key To back up one level during prompts use the 0 key To use special prefixes use the key Audio output options Play through PA p a announcements I Setting up TalkSwitch behind an existing PBX These controls provide flexibility for some of the TalkSwitch functionality and affect TalkSwitch as a system 1 Connect the PBX extension to one of TalkSwitch s Line jacks You may do this with all your TalkSwitch lines 1 PBX extension per line depending upon how many Auto Attendant ports you would like on the PBX 2 Configure your PBX on incoming calls to ring the extensions you have allocated to the TalkSwitch Lines 3 Configure TalkSwitch s Auto Att
134. nnection and then select COM Port Ensure that the Configuration Software is using the correct port to commu nicate with TalkSwitch Then select Retrieve settings available under the File menu in the Configuration Software e Try resetting TalkSwitch turn the power off and then back on Then select Retrieve settings available under the File menu in the Configuration Software This will often correct any miscommunication that may have occurred between TalkSwitch and your PC e Make sure you do not have any other communications programs running at the same time you want to use the TalkSwitch configuration software These may include Palm Pilot Hot Sync TalkWorks Digital Camera software These programs tend to hold onto COM ports and not make them available for any other programs Problem am unable to configure TalkSwitch using a touchtone phone and the Keypad Commands e TalkSwitch cannot be configured using a phone connected in parallel to TalkSwitch e Ifyou are trying to configure TalkSwitch using an Out of Office phone you must first enter Command Mode If you have enabled password protection you must also first enter the correct password e Ifyou are trying to configure TalkSwitch using a Local Extension make sure the extension has not been given Direct Access to your telephone lines If so you will have to dial Flash to receive internal dialtone e If the TalkSwitch configuration software i
135. nsferred manually TalkSwitch Configuration File Utilities Help About TalkSwitch System Information Voicemail Call Handling Call Back Call Bridge Transfer Options Transferring a caller to a Local Extension If the extension is busy Transferring a caller to a Ring Group If the Ring Group is busy Options Administrator Password Audio Controls Miscellaneous Troubleshooting Ring back extension that transferred the call Perform Busy at extension action If the extension does not answer Ring back extension that transferred the call Perform No answer at extension action Transferring a caller to a Remote Extension If the extension is busy Ring back extension that transferred the call Perform Busy at extension action If the extension does not answer Ring back extension that transferred the call Ring back extension that transferred the call Perform Busy at extension action If the Ring Group does not answer Ring back extension that transferred the call Perform No answer at extension action Transferring from a home phone Use transfer prefix Ne Note This prefix replaces using Flash when transferring calls using a telephone in parallel with TalkSwitch Perform No answer at extension action Remote Transfer Transfer and Clear When transferring calls from a Remote Extension Clear telephone line after call transfered Allow screening of calls I C
136. ny digits during this prompt In the Cascade sequence only choosing an extension Local Remote or Ring Group will allow you to choose an option in the next line Any other selection is considered an end of call option Note as well that the last line in the Cascade sequence only allows the choice of an end of call option This is done so the chance of a caller being looped within the system is removed Adding selections to a Call Cascade that are not yet configured If while configuring the Cascade sequence you require a Local Extension Remote Extension Ring Group Voice mailbox or Announcement that has not been activated as yet you can easily add the required selection by choosing new If chosen a screen will appear depending upon which type is chosen Simply fill in the required information to add the new option to the selectable list The information given in the Add new screens will be reflected within their respective sections For example if you add a new Remote Extension let s say 211 when you go to the Remote Extensions section you will see that extension 211 has the information previously filled in the Add new Remote Extension screen You will also note that not all the information displayed in the extension tabs are available in the Add new screens This is because only the information that effects the original extension s Call Cascade functionality is offered 2 0 Configuring TalkSwi
137. o Return products which were purchased directly from Centrepoint Technologies 1 Obtain a Return Merchandise Authorization RMA number You can obtain this number by contacting the Technical Support department at Centrepoint Technologies 613 725 2980 Please have your model and serial number available when you call Products will not be accepted without an RMA number Include a copy of your proof of purchase and a written explanation of the reason for the return this will allow us to expedite your refund Attach the shipping label to the exterior of the package On the shipping label be sure to include the RMA number obtained from Centrepoint Technologies Ship the product prepaid and in it s original packaging to Centrepoint Technologies 1545 Carling Ave Suite 510 Ottawa Ontario K1Z 8P9 Canada If the product is being shipped from outside of Canada the following statement must be included on the package Canadian Goods Being Returned to Canada Failure to obtain an RMA number and include the information indicated above will result in the package being refused gt Important The Centrepoint Technologies Return Policy applies only for products purchased directly from Centrepoint Technologies The Return Policy for products purchased from an authorized Centrepoint Technologies dealer is determined by the dealer the retail outlet where the product was purchased Please contact your retailer for i
138. o processors resources in an orderly fashion When you add a new device to a PC you sometimes need to set which IRQ number the device will use ISDN Integrated Services Digital Network The same lines are used for many different types of services such as telephone data electronic mail and facsimile ISDN specifications let large quantities of data wide bandwidth flow from one location to another using the public telephone network Under ISDN a phone call can transfer 64 kilobits of digital data per second Keypad Commands Combinations of digits that are used to configure TalkSwitch from a touchtone telephone ips 138 TalkSwitch User Manual Keypad Telephone The push buttons on a telephone Key Telephone System With Key Telephone Systems access to telephone lines and calling features is controlled internally within each tele phone unit Users can gain direct access to telephone lines etc by pressing a key or button on their telephone LED Light Emitting Diode An electronic device that lights up when electricity is passed through it LEDs are used in dis plays on electronic devices such as com puters TalkSwitch has five LEDs on its front panel They show which telephone is in use whether data is being trans ferred to or received from an attached PC and which Mode setting is in use Link button On most telephones pressing the Link button has the same effect as pressing the Flash button or depres
139. ode change 3 0 Using TalkSwitch 91 al 3 7 Out of the Office Making Calls with Call Back and Call Bridge Working together Call Back and Call Bridge act as your personal long distance operator Whether you are across town or around the world these two features allow you to place calls from your home office telephone line s 3 7 1 Using Call Bridge Call Bridge allows you to place calls using your office telephone lines when you are not in the office You can make a direct call to TalkSwitch access a telephone line connected to TalkSwitch and enter the number you want to dial This is especially useful when you are out of the office with your cell phone and need to dial a long distance number To avoid the inflated long distance cell rates all you need to do is make the local call to TalkSwitch to access Call Bridge then make the long distance call accessing your office savings plan How to use Call Bridge Dial into one of TalkSwitch s Lines Main or Distinctive Ring When the Auto Attendant answers select a Hunt Group 81 88 or 9 or Same Line Connect 80 You will then be asked to supply your Account password to receive dial tone If you are using Same Line Connect 80 and the line you are on supports the 3 Way Calling Conference service you will be prompted to enter the phone number When you have completed your call or if the telephone number dialed was busy you can do one of the following A Make another call Pre
140. odem 7 Attaching phones 6 Attaching telephone lines 5 Audio output options 71 Auto Attendant 44 Auto Attendant Message 45 135 index 143 Auto Call Back 58 59 91 Automatic call forwarding 83 Automatic mode switching 43 89 Back Panel 3 Busy at extension 52 54 56 Calibration 28 67 Call Back 57 91 135 Call Back Call Bridge 24 57 Call Back number 59 62 Call Back ring return 69 Call Bridge 64 135 Call Cascade 51 54 56 Call Forward 32 83 135 Call Handling 24 43 Call Hold and Flash 114 Call Park 78 Call Pick Up Call Grab 77 Call Queue 79 Call Waiting 27 113 135 Caller ID Call Display 27 113 135 Caller in queue reminder 69 Central Office 136 Centrex Transfer 27 78 Centrex Plexar 114 136 Centrex Plexar Transfer 114 CNG 136 CO 136 COM 20 101 136 COM Port 20 101 136 Communications Software 136 Compression Data 136 Computer Telephony Integration 136 Conditional call forwarding 83 Conference 27 Conference Call 136 Conference calling 80 Configuration 20 21 136 Configuration software 19 Connect using 33 Connecting devices to the music and PA jacks 7 Connecting TalkSwitch to a PC 8 9 10 12 Connector 136 Copyright Information ii Customer support 99 Dial by Name Directory 31 33 87 Dialing prefix 59 62 Dialtone 136 Directory 31 33 87 Direct Line Access 31 76 82 Direct line access and modems 72
141. oint Technologies 613 725 2980 Please have your model and serial number available when you call Include a copy of your proof of purchase and a written explanation of the problem this will enable us to expedite your repair Attach the shipping label to the exterior of the package On the shipping label be sure to include the WRA number obtained from Centrepoint Technologies or your reseller Ship the product prepaid to your reseller In the case of the product being purchased from Centrepoint Technologies send the unit in it s original or better protective packaging to Centrepoint Technologies 1545 Carling Ave Suite 510 Ottawa Ontario K1Z 8P9 Canada If the product is being shipped from outside of Canada the following statement must be included on the package Canadian Goods Being Returned to Canada Failure to obtain a WRA number and include the information indicated above will result in the package being refused Appendices 127 ie Appendix F Return Policy Products purchased from a reseller Check with your reseller on the specific details regarding their return policy Products purchased directly from Centrepoint Technologies Contact Centrepoint Technologies for details regarding the return policy For information regarding product servicing please refer to the TalkSwitch One Year Limited Warranty Centrepoint Technologies will not accept product returns outside of its return policy T
142. om the TalkSwitch line jacks to a surge protection device connected to the incoming telephone lines When you first receive TalkSwitch and live in an area with cold temperatures do not plug TalkSwitch into a power outlet until the system has warmed to room temperature Otherwise condensation could build up on the electronics and cause damage when powered up 1 0 Installing TalkSwitch ze 1 2 Front Panel Descriptions TalkSwitch s front panel consists of a power button Power and 5 LED lights that do more than let you know TalkSwitch is plugged in and turned on What do the LED lights tell you TalkSwitch LED light Line 1 Line 2 Power Data Line 3 Line 4 State On Solid Pulsing Slowly Flickering Quick Pulse On Solid Pulsing Slowly Flickering Quick Pulse On Solid Flickering Pulsing Slowly On Solid Pulsing Slowly Flickering Quick Pulse On Solid Pulsing Slowly Flickering Quick Pulse Power Line 1 Line 2 Data Line3 Line4 Description Line 1 is currently in use The Line 1 caller is on hold Line 1 is ringing Line 1 is engaged by another device on the line Line 2 is currently in use The Line 2 caller is on hold Line 2 is ringing Line 2 is engaged by another device on the line TalkSwitch is powered on The PC connected via Serial or USB to TalkSwitch is either sending or retrieving information from TalkSwitch Global Message Waiting Indicator op
143. om2 7 Exit E 8 TalkSwitch User Manual When you run the TalkSwitch software you will need to select PC Connection to select Serial as the connection then select the COM port associated to this physical Serial port on your PC Make sure you do not have any other communications programs running at the same time you want to use the TalkSwitch configuration software These may include Palm Pilot Hot Sync TalkWorks Digital Camera software These programs tend to hold onto COM ports and not make them available for any other programs If you are having problems communicating with TalkSwitch please check the Troubleshooting section of the manual 1 4 4 2 Connecting TalkSwitch to a PC using a USB cable If you have an available USB port and cable and are not running Windows 2000 or XP on your PC then connect TalkSwitch to the PC using the USB cable Next pick up a phone connected to one of TalkSwitch s local extensions and dial 9 to enter command mode If you have an administrator password enabled enter the password Dial 91then to activate the USB connection Next turn TalkSwitch off then back on again to activate the USB drivers TalkSwitch Preferences x r Communication Setup Select the method to be used for communicating with TalkS witch Connection Serial USB Port z Help Association come 7 Exit Make sure you do not have any other communications progr
144. on you must enter a phone number in order for the extension to be considered active and usable by the system E 32 TalkSwitch User Manual Remote phone number Enter the phone number of the Remote Extension note no specific prefixes are required put the number in just as though you were dialing it from a regular phone You may use the following in the space provided digits 0 9 space comma dash and Once a number has been entered the rest of the options in this section will become ungreyed Last Name First Name Enter the first and last name of the person associated to the extension The last name is required if the person is to be included in the Dial by Name directory listing used at the Auto Attendant level The person using that extension must also record their name for the directory Instructions for recording the name are listed in the interface Connect using Select the Line Hunt Group that TalkSwitch will use to connect to that Remote Extension For example if you have an inexpensive long distance carrier setup for the lines in Hunt Group 84 you may want to use this Hunt Group for your long distance Remote Extensions Use Same Line Connect Enabling this option allows incoming calls when forwarded to the Remote Extension to use the same line in which the originating call came in Using this feature allows only one line to be used when forwarding incoming calls to a Remote Extension This feature
145. on phones connected in parallel with TalkSwitch Making Calls Make calls on parallel connected phones just as you would if TalkSwitch were not sharing the telephone line with them Answering Calls If a call is answered on a parallel connected phone before the Auto Attendant engages simply continue with the call as per usual TalkSwitch will take no further action If a call is answered on a parallel connected phone after the Auto Attendant engages you can turn off the recorded Auto Attendant message by using the phone s touchtone keypad to dial 3 Q 0 You may then continue the call on the parallel connected phone Transferring calls on parallel connected phones Calls answered on a parallel connected phone can be transferred to any TalkSwitch extension or voice mailbox If you want to transfer the caller simply key in the Transfer Prefix 9 J after you hear 2 beeps enter the extension or voice mailbox number then hang up You cannot announce a caller to the transferred extension but if you do stay on the line you will be in a conference call state You can hang up at any time 3 0 Using TalkSwitch 83 ie If you transfer a call from a parallel connected phone and then hang up the extension will ring the number of times selected for that extension If the extension is not answered within the specified number of rings the call will be handled according to that extension s Call Cascade actions When a phon
146. or LAN connection between TalkSwitch and your PC 3 Ensure that TalkSwitch s power adapter is plugged into a working power out let and that TalkSwitch is turned on Please make sure that you are using the power adapter that was provided with TalkSwitch This is a unique adapter and it cannot be substituted with any other adapter If your adapter appears to be defective please contact your reseller to order the proper replacement adapter j 4 If networked ensure that you have the latest firmware loaded on all units pe Select Configure then on the About TalkSwitch page click on the View Details button in the upper right corner of the screen All units listed should have the same firmware version Diagnostic codes for the lights flashing on the front panel of TalkSwitch Line 1 2 3 4 lights flashing simultaneously The Unit ID of this TalkSwitch is in conflict with another TalkSwitch unit on the same LAN Make sure you assign a different Unit ID to each TalkSwitch unit Line 2 and 3 lights flashing simultaneously There is a file system error To fix the problem reboot TalkSwitch It will do a file system check and fix any prob lems encountered If this does not resolve the problem contact your reseller Line 1 and 4 lights flashing simultaneously There is a voice mailbox error To fix the problem reboot TalkSwitch It will do a file system check and fix any problems encountered Line 3 and 4 lights flashing s
147. ource ie Radio or CD Player Message Volumes If you need to increase or decrease the playback volume of the system prompts and recordings you can use both the Internal and External volume controls on this page Internal refers to prompts and messages heard at the Local Extensions and External refers to prompts and messages heard from an outside line Line Amplification If you need to increase or decrease the volume of conversations through the system you can adjust the gain for each line individually By default the settings compensate for any loss created by TalkSwitch and a portion of the loss created by your lines If you have problematic lines or high loss lines you may need to further increase the gain for each line We recommend that you adjust the gain for each line separately as the characteristics of each line may vary 66 TalkSwitch User Manual Line Bridge Amplification This section deals with the volume of conversations when bridged across two lines This includes calls forwarded to Remote Extensions Conferenced calls and Call Bridge Before you use these features we recommend that you first calibrate your lines If you need to make adjustments after the calibration you should adjust the levels during a forwarded or bridged conversation to ensure that calls do not become distorted or sound unnatural 2 3 5 3 Transfer Options This section deals with actions TalkSwitch makes when calls are tra
148. p Call Back is instant ly activated Prompted Call Back Prompted Call Back offers the convenience of entering or changing your Call Back telephone number and message each time Call Back is activated To use Prompted Call Back activation simply dial your home office telephone number When the Auto Attendant answers your call you dial 6 to access the Call Back settings through a series of prompts which allow you to a Enter the telephone number where you would like TalkSwitch to call you b Record an Announced message if required Call Back will be activated right after you initiate Prompted Call Back and hang up It is important to remember that a small initial long distance charge will be incurred at your current location when activating Prompted Call Back By default Prompted Call Back is not activated in the TalkSwitch configuration You will need to activate Prompted Call Back before you can use this feature The call back out of the system to the number programmed always uses the same line that was dialed a 58 TalkSwitch User Manual 2 3 4 1 Auto Call Back There are 4 Auto Call Back numbers that can be configured Choose an Auto Call Back to configure and then activate it TalkSwitch Configuration File Utilities About TalkSwitch Auto Call Back System Information Voicemail Call Handling IV Activate Auto Call Back 1 Call Back Call Bridge Call Back Auto Call Back Number to call back 1
149. phone number 555 9090 Notification Settings Dial notification phone number using Hunt group 9 _v and let it fingupto 6 times v before aborting each attempt If attempt unsuccessful try again 3 more times with an interval of 5 minutes v between attempts By default all Local Extensions are activated with voicemail If you don t require a voice mailbox for this extension uncheck Activate Voice Mailbox If you want to use this mailbox for informational purposes check Play announcement only IF you want to be notified on your pager or cell phone when new messages arrive configure the Pager and Remote Phone Notification section Remote Phone Notification If you want to be notified at another location when new messages arrive you can use Remote Phone Notification Simply enter the phone number of the cell phone or location where you want to be notified Notification Settings Detailed instructions are provided for how you may want TalkSwitch to handle notification calls being considered successful or requiring another attempt 2 0 Configuring TalkSwitch 37 ze Pager Notification Use Pager Notification if you want to be notified by pager when new messages arrive Simply activate the feature then enter the pager phone number and the numeric message to be displayed on the pager Dial notification phone number These parameters control which Hunt Group is used
150. pport site About TalkSwitch Displays the TalkSwitch software version number TalkSwitch firmware version number and Copyright information Configuration Navigation The Configuration Navigation organizes all the configuration topics within folders The following is a brief description of each configuration folder About TalkSwitch This tab displays version information about the TalkSwitch software firmware and hardware It also displays memory usage with details about voicemail messages and Auto Attendants System Information This folder allows you to configure the system setup This includes activating lines extensions and music on hold Voicemail This folder allows you to configure each individual voice mailbox and also some global settings for the voicemail system Call Handling This folder allows you to configure how you want incoming calls to be handled It allows you to setup your Auto Attendants and individual call handling for each line and distinctive ring number for both operating modes Call Back Call Bridge Settings TalkSwitch s Call Back and Call Bridge features are configured from this folder Both of these features can reduce your company expenses by reducing long distance costs 2 0 Configuring TalkSwitch 23 B Options In this folder advanced settings are configured including the Administrator password audio controls troubleshooting and various operating options Configuration considerations
151. quipment or equipment malfunctions may give the telecommunications company cause to request the user to disconnect the equipment Users should ensure for their own protection that the electrical ground connections of the power utility telephone lines and internal metallic water pipe system if present are connected together This precaution may be particularly important in rural areas gt Caution Users should not attempt to make such connections themselves but should contact the appropriate electric inspection authority or electrician as appropriate A label is located on the underside of the base unit containing both the FCC registration number and Ringer Equivalency Number REN or the IC registration number and Load Number You must upon request provide this information to your local telephone company The REN is used to determine the quantity of devices that may be connected to the telephone line Excessive RENs on the telephone line may result in the devices not ringing in response to an incoming call In most but not all areas the sum of RENs should not exceed five 5 0 To be certain of the number of devices that may be connected to a line as determined by the total RENs contact the local Telephone Company gt This equipment is compatible with inductively coupled hearing aids Appendices 123 oy Service Should you experience trouble with this telephone equipment Model CT TSO1 for repair or war
152. r Distinctive Ring number in the Telephone Lines section under System Information Next select the extension number where you have your fax device connected For example if you have your fax machine connected to E8 on the rear of the TalkSwitch then select extension number 118 If your fax machine is connected to E8 on a TalkSwitch with Unit ID 2 then m me the fax extension number is 128 If you have a dedicated fax line or Networked number your fax machine should be connected to an extension jack on the same TalkSwitch unit where the fax line number is connected By default when both a dedicated line and fax extension have been selected for the first time the software automatically configures the incoming call handling properties for that line to ring only the fax extension you specified on this page 2 3 1 4 Local Extensions Local Extensions are phones or devices connected to any of the extension jacks at the back of TalkSwitch See sections 1 3 and 1 4 for more details on connectivity TalkSwitch Configuration File Utilities Help About TalkSwitch Local Extensions System Information Telephone Lines Line Hunt Groups Fax Information Remote Extensions Extension Ring Groups Music on hold Voicemail Call Handling SS To include this extension in the directory you will need to type in a Call Back Call Bridge last name and record the name of the person associated to this Options extension To record
153. r password on the telephone keypad to accept the Call Back If the Call Back is not accepted within the initial 2 minute period TalkSwitch will disconnect the Call Back After you accept the call you will hear the Auto Attendant and you can now make your selection to check your voicemail ring an extension use Call Bridge or enter command mode 94 TalkSwitch User Manual 3 8 Upgrading the TalkSwitch Software and Firmware We are continually looking for ways to enhance your communications capabilities When new features are added we want TalkSwitch users to have immediate access to the update TalkSwitch s firmware program or the programming code that operates your TalkSwitch is located on a Flash EPROM This means that the code operating your TalkSwitch can be updated without removing the chip that contains the code Because of this you can easily update your TalkSwitch by disk or by visiting our website at www talkswitch com support and downloading any new updates Step 1 Check current version The first step is to select and download the proper update file from the Centrepoint Technologies website www talkswitch com support The firmware and software will be integrated in one file To identify the appropriate update file you must first determine your TalkSwitch firmware and software version You can find your TalkSwitch version numbers by selecting About from the main splash screen or on the Abou
154. r the dialing prefix including any required pauses or feature keys such as or The corresponding key for inserting a 2 second pause is the comma For example if you want to disable Call Waiting and want to dial a long distance prefix before dialing the long distance number you could enter the following 70 1010555 This corresponds to 370 for disabling the Call Waiting feature a 2 second pause to wait for the new dialtone then 1010555 for the long distance prefix and a 4 second pause to wait for the new dialtone before dialing the actual long distance phone number In essence this saves you the hassle of having to always enter the same prefix every time you want to set up a Prompted Call Back phone number When entering a Call Back phone number using a telephone you can enter special characters using a special prefix The default prefix is the ED key To enter a in a dialing string you will need to dial E3 EJ for a 2 second pause dial EJO and for a EJ dial EXE When you have completed the entire dial string you need to dial EJ Use password on Call Back This option is designed to give you security and to restrict who can use Prompted Call Back Simply fill in a 4 to 8 digit password and when TalkSwitch calls you back you will be prompted to input the password to accept Call Back to access Call Bridge or any TalkSwitch extension E 62 TalkSwitch User Manual Use Announced message As was described in the Auto Ca
155. r x number of rings then you need to program an Auto Attendant to answer first then provide a fall through to voicemail See section 2 3 3 3 for an example of this configuration Callers can reach voicemail or announcements via the Auto Attendant Call Cascade or transferred from a Local Extension If an employee wants to leave a message in a particular mailbox they can pick up a Local Extension and dial 3 lt mailbox number gt To transfer a caller to voicemail press flash then J lt mailbox number gt When a caller presses 7 after leaving a message or 2 minutes has elapsed timeout period TalkSwitch will play a prompt asking the caller if they wish to keep the message listen to the message or record a new message 3 0 Using TalkSwitch 87 E 3 4 2 Retrieving Messages Accessing a Voice mailbox When a new message is left at a Local Extension mailbox TalkSwitch will play stutter dial tone to that extension when the handset is picked up It can also light up the message waiting light on a phone if it supports FSK Message Waiting Indicator To access a mailbox to retrieve messages or change mailbox options dial QQE from a Local Extension or amp J E lt mailbox number gt from a Local Extension or at the Auto Attendant if dialing from an outside location Employees can also transfer other employees to access voicemail by pressing flash then dialing MH lt mailbox number gt f you have Direct Li
156. ransmission the date and time it is sent and an identification of the business or other entity or other individual sending the message and the telephone number of the sending machine or such business other entity or individual The telephone number provided may not be a 900 number or any other number for which charges exceed local or long distance transmission charges PS 124 TalkSwitch User Manual Appendix E TalkSwitch One Year Warranty The Original end user purchaser acknowledges that he or she has read the limited One Year Warranty and Warranty Disclaimers and understands the same and agrees to be bound by its terms and conditions Centrepoint Technologies Inc warrants to the original end user purchaser that TalkSwitch meets applicable specifications as set forth in the product descriptions in the technical manuals and to be free from defects in materials and workmanship for a period of one year from the date of purchase proof of purchase required If Centrepoint Technologies receives notice of such defects Centrepoint Technologies will at its discretion either repair or replace products that prove to be defective The above warranty shall not apply to defects resulting from improper or inadequate maintenance installation end user supplied software or interfacing modifications or attempted modifications misuse damage from corrosive environments moisture shipping high voltage surges from external power source
157. ranty information please contact your reseller See Appendix E TalkSwitch One Year Limited Warranty for more information If the equipment is causing harm to the telephone network the Telephone Company may request that you disconnect the equipment until the problem is corrected This equipment cannot be used on public coin telephone services provide by the telephone company Connection to party line service is subject to state tariffs The FCC requires that you connect your cordless telephone to the nation wide telephone network through a modular telephone jack USOC RF11C RJ11W or RJ14 Your telephone company may discontinue your service if your equipment causes harm to the telephone network They will notify you in advance of disconnection if possible During notification you will be informed of your right to file a complaint to the FCC Occasionally your telephone company may make changes in its facilities equipment operation or procedures that could affect the operation of your equipment If so you will be given advance notice of the change to give you an opportunity to maintain uninterrupted service Fax Branding The Telephone Consumer Protection Act of 1991 makes it unlawful for any person to use a computer or any other electronic device including Fax machines and Fax modems to send any message unless such message clearly contains a margin at the top or bottom of each transmitted page or on the first page of the t
158. rd for let s say it s 9 the default you will then be prompted for the account password 3 You dial the password and then the J key to access a TalkSwitch telephone line 4 At this point you can dial a number as though you were sitting in the office There are four Call Bridge accounts activated by passwords Each account can be configured to allow access to certain Hunt Group s when using Call Bridge To activate an account check the Activate Call Bridge box and fill in a 4 to 8 digit password Next select Hunt Group Access and assign the Hunt Groups you want to make available for this account Call Bridge account passwords are only valid when using Call Bridge by itself not when used in conjunction with Call Back 64 TalkSwitch User Manual 2 3 5 Options 2 3 5 1 Administrator Password This tab allows you to set up the Administrator password for TalkSwitch The Administrator password gives access to all configuration options The password that is entered here will be used at configuration start up and through DTMF configuration TalkSwitch Configuration File Utilities Help About TalkSwitch Administrator Password System Information Voicemail Call Handling Call Back Call Bridge Auto Call Back Prompted Call Back Administrator password Call Bridge Options Use 4 8 digits Administrator Password o_o Audio Controls Manual Transfer Miscellaneous Troubleshooting Password Conf
159. rd the name of the person associated to this ion T t dial 211 I Call Back Call Bridge eee o record the name dial 211 and follow the system Options Dial by name directory Forwarding information Remote phone number 555 8888 Connect using Hunt group 9 x I Use Same Line Connect Note To have TalkSwitch hangup after forwarding calls enable Transfer and Clear in the Miscellaneous section under Options Remote Extensions are communication devices cell phones pagers telephones at other offices etc that are not physically connected to TalkSwitch but can be used as additional T alkSwitch extensions The use of Remote Extensions better integrates your out of office locations or devices to take advantage of the TalkSwitch Call Handling capabilities You will require three way calling conferencing service Centrex Plexar transfer service or more than one telephone line to make use of Remote Extensions TalkSwitch assigns a Remote Extension number to each call forwarding telephone number Calls can then be forwarded by the Auto Attendant or transferred by someone in your office simply by dialing the Remote Extension number There are 8 Remote Extensions available per TalkSwitch unit gt a If a TalkSwitch has Unit ID 2 then the Remote Extension numbers are 221 Networked 228 Choose a Remote Extension to configure After you have activated a Remote Extensi
160. rence Call Connecting three or more parties together for one conversation Configuration The way a system is setup For TalkSwitch the configuration is the collection of values or options you have chosen for each of TalkSwitch s features Together the settings for each of these features The configuration determine what TalkSwitch will do TalkSwitch can be configured using the Configuration software or Telephone Keypad Commands Connector The part of a cable that plugs into a port or interface to connect one device to another Most connectors are either male or female CTI Computer Telephony Integration Dialtone A tone used by the telephone company to indicate to the user that the line is free and available for making calls Dial Up Networking A component in Microsoft Windows that enables you to connect your computer to a network via a modem E 136 TalkSwitch User Manual Digit Any whole number from 0 to 9 The numbers on your telephone keypad can also be referred to as digits Digital Digital devices phones answering machines etc convert analog sine waves into digital signals a combination of zeroes and ones for storage and or transmission over digital lines The digital signal is then converted back to analog sine waves that can be heard by human ears Digitize To translate into a digital form For example optical scanners digitize images by translating them into bit maps It is also possible to
161. ructions Load Auto Attendant Erase Instructions The purpose of the Auto Attendant is to greet callers and instruct them as to which number s they should press on their telephone keypad to reach a particular extension person message or department A total of 9 different Auto Attendants can be recorded with a combined total time of 25 minutes shared with voicemail If you require more time the TalkSwitch 48 supports memory expansion cards with 30 60 or 135 minutes of additional storage Be sure to record any Auto Attendant message s that you will use before exiting the configuration When 2 or more units are networked they share the same 9 Auto J Attendants When an Auto Attendant message is recorded on any Networked TalkSwitch unit it is automatically copied to all the other TalkSwitch units on the same LAN This feature helps reduce network traffic and allows any system to continue functioning even if another unit loses power or is disconnected from the LAN 44 TalkSwitch User Manual The Auto Attendants can be recorded from any Local Extension or remotely using touch tone commands Recording Auto Attendant messages using touch tone commands Pick up any Local Extension or dial into TalkSwitch and at the Auto Attendant enter command mode by pressing 73 If you have the Administrator password enabled you need to enter this password Next begin entering the proper touch tone commands listed on the next page Aft
162. s are given to allow flexibility with other systems If required choose an option that best suits working with your phone card or phone service You can use these prefixes for entering phone numbers when calling into TalkSwitch and using Call Back and Call Bridge using 3 way calling The following describes how to input special prefixes depending upon which key is used When using the key When using the 9 key 00 8 MO 8 E 0 2 second pause EJ 0 2 second pause E3 1 Wait for dial tone EJ 1 Wait for dial tone oA 0A Example You want to change the Prompted Call Back phone number remotely and the special prefix key is the J key After you dial into TalkSwitch and press 6 for Call Back you go into the options for Prompted Call Back and select to change the phone number When prompted to enter the phone number you enter 3 37063018005551212F3 This tells TalkSwitch that you want it to dial 370 2 second pause 1 800 555 1212 ip 70 TalkSwitch User Manual Audio output options The following controls can be used for various reasons including demonstrating TalkSwitch and screening callers using Voicemail By default the system is set to play only PA announcements through the PA output when 3 0 is dialed at a Local Extension If you are a single person operation and would like to screen all voicemail messages being left on TalkSwitch you can connect a speaker to the PA output and select Play Vo
163. s on the front panel When the configuration software is opened you can check details of the TalkSwitch units on the LAN by clicking on the LAN Details button In the pop up window you can select a Unit ID then click the Identify button to have the lights flash on that unit The lights will stop flashing when you click finished or 5 minutes have elapsed 1 5 6 Optimizing the system for networked use TalkSwitch is designed to be as robust as possible for the price point Keeping this in mind there is a limitation as to how many calls can be placed across the LAN from each unit This is known in the industry as a blocking architecture Each TalkSwitch unit can support up to 6 simultaneous calls through it s LAN port This technique allows the systems to work as they should more than 99 of the time since it is rare that more than 6 calls would need to cross from one unit to 1 or more other units simultaneously With the current design this means that a total of 12 calls using 4 units can run simultaneously across the LAN les 16 TalkSwitch User Manual As an example if 2 units are connected on a LAN 4 calls can come into all four lines on one unit and be directed across the LAN to the other unit s extensions or lines while 2 intercom calls can also cross the LAN In the event that an inbound call cannot be directed across the LAN because all paths are blocked TalkSwitch will handle the call according to the Busy a
164. s open you cannot configure TalkSwitch using DTME If the software is closed and you continue to get the prompt I m sorry TalkSwitch is currently being configured Try resetting TalkSwitch It is possible that the software did not close properly and as a result TalkSwitch still thinks it is in configuration mode Appendices 105 ey Problems that may occur while using TalkSwitch s features The Auto Attendant Problem The Auto Attendant does not play when calls come in e Make sure you have recorded the Auto Attendant message e Check your Call Handling settings for the Auto Attendant answers number of rings It may be that the number of rings after which the Auto Attendant is set to answer calls is set too high e Check what mode TalkSwitch is currently running It is possible that you are in Mode 2 and have not configured TalkSwitch properly for this mode Check what you have programmed for Mode 2 in the Telephone Lines section under Call Handling e The line is not connected properly to TalkSwitch Check to see that the line light associated to the line ringing in is flickering If not try replacing the phone cord Problem The Auto Attendant message is broken up or very faint e Adjust the Auto Attendant Playback volume setting located in the Audio Controls tab in the Options folder of the Configuration software e The quality of the microphone in the telephone handset that you are using to record your
165. s such as power line telephone line or connected equipment or operation outside of the specifications for the product This warranty is not valid when the product is sold by the original end user purchaser or to any product with an altered or defaced serial number Incidental and consequential damages caused by malfunction defect or otherwise and with respect to breach of any expressed or implied warranty are not the responsibility of Centrepoint Technologies Inc and to the extent permitted by law are hereby excluded both for property and to the extent not unconscionable for personal injury or damage In no event will Centrepoint Technologies be liable to the user for damages including any lost profits lost savings or other incidental or consequential damages arising out of or inability to use such product even if Centrepoint Technologies or an authorized Centrepoint Technologies dealer has been advised of the possibility of such damages or for any claim for any other party In any event the liability of Centrepoint Technologies shall not exceed the purchase price of the product There is no assumption of liability as a consequence of any of the following events 1 Shipment to or from Centrepoint Technologies Inc or the customer and 2 Forces beyond the control of Centrepoint Technologies Inc including but not limited to an act of God war insurrection civil disturbances natural disasters labour disputes or government regu
166. sed Auto Attendant messages that can be deleted to free up more memory Auto Attendant Time used Total time used by Auto Attendants Total time used by Voicemail Time used by Call Back Directory Total time remaining Refresh Data 2 3 3 3 Telephone Lines This section deals with how TalkSwitch will handle incoming calls based on the incoming line and ring cadence distinctive ring numbers TalkSwitch Configuration File Utilities Help About TalkSwitch Telephone Lines System Information Voicemail x k Call Handling On an incoming call during mode Business Hours v 555 1234 Modes Auto Attendant Play Auto Attendant 1 v aftertring ov i a 555 5678 sind Ring extensions only no Auto Attendant is played Remote Extensions Soa 2H45 Extensions to ring on an incoming call Extension Ring Groups before the Auto Attendant answers Call Back Call Bridge 555 3456 Dptions Extensions Do not ring Extensions to ring 555 4567 111 S 112 _ 113 Adjust Sequence Note The extensions that ring on incoming calls do not follow their respective Call Cascade settings Select the Local Extensions you would like to ring on an incoming call If you configure this line to play an Auto Attendant then you can select the Local Extensions to ring before the Auto Attendant answers If you require certain extensions to ring in a sequence i e one extension rings first then another on the 2nd ring cli
167. set this value to detect 2 tones Network Volume If calls too quite or loud when communicating on extensions across the LAN then try adjusting this volume The volume in general should not have to be adjusted as it is already closely balanced to the levels of a call carried on the same TalkSwitch unit versus a networked call zy D i 2 0 Configuring TalkSwitch 75 Lal Using TalkSwitch 3 1 In the Office Receiving Calls with or without the Auto Attendant 3 1 1 Receiving calls using the Auto Attendant If you don t have a receptionist then using the Auto Attendant will help you handle all your inbound calls and help improve your corporate image Once it has been configured and its messages have been recorded that s it The Auto Attendant takes care of the rest It will follow whatever instructions configuration it was given For details on configuring the Auto Attendants see section 2 3 2 2 For details on configuring TalkSwitch to answer calls using Auto Attendants see section 2 3 2 3 When calls are answered by an Auto Attendant callers can dial any Local Extension 1xx Remote Extension 2xx Extension Ring Group 300 309 choose options 0 1 2 3 4 5 if configured to perform specific actions dial voicemail direct EJ mailbox send faxes or remain on the line to follow an action programmed for that Auto Attendant TalkSwitch owners and employees can also access other options at the Auto Att
168. sing and releasing the hang up switch hook However on some telephones the function of the Link button is internal to the telephone and pressing it will have no effect on TalkSwitch Modem Acronym for MODulator DEModulator A modem is a device or program that converts digital information stored on a Computer into analog signals for transmission over telephone lines and in reverse converts analog signals into digital Modem External A separate self contained unit which attaches to your PC via a Serial Port or USB port Modem Internal Modems that come as an expansion board that can be inserted into a vacant expansion slot on a PC These are also called onboard modems Modem voice fax data A modem which supports a switch to change between voice and data modes In data mode the modem acts like a regular modem In voice mode the modem acts like a regular telephone Modems that support a voice data switch have a built in loudspeaker and microphone for voice communication Modes A TalkSwitch feature which allows you to store two distinct incoming call handling configurations Mode 1 and Mode 2 Monitor TalkSwitch Monitor A feature included with the Software Configuration package The Monitor provides a graphical representation of telephone traffic as it flows through the TalkSwitch system Msec Millisecond One thousandth of a second or one thousand microseconds Network A group of two or more comput
169. ss 7 3 TalkSwitch will disconnect you from the call in progress and you can dial another number or redial the same number B Activate the Auto Attendant Press 7 3 TalkSwitch will end the Call Bridge session and activate the Auto Attendant Once the Auto Attendant message begins playing you have the following options e Dial J and enter a password if applicable to enter Command Mode e Dial 6 to change enter Call Back settings e Dial one of your extension numbers Local Remote or Ring Group This option allows you to use Call Back to contact someone in your office check your voicemail etc A 92 TalkSwitch User Manual C End the Call Bridge Session Simply Hang up This will end your Call Bridge session and disconnect you from TalkSwitch If you want to guarantee that TalkSwitch disconnects at the end of a Call Bridge session dial J 3 then hang up If you changed the Special Prefix to EJ instead of you will need to dial OO i make another call and dial EJE to return to the Auto Attendant To enter command mode you will still need to enter E3 The Call Bridge telephone number dialed can be any telephone number local long distance toll free 800 and 888 or international Simply enter the telephone number as you would if you were sitting in your office For long distance calls do not forget to include the 1 country code and area code if applicable 3 7 2 Using Call Back Th
170. st Name First Name Enter the first and last name of the person associated to the extension The last name is required if the person is to be included in the Dial by Name directory listing used at the Auto Attendant level The person using that extension must also record their name for the directory Instructions for recording the name are listed in the interface Whatever name is entered will appear on the Caller ID of another Local Extension during an intercom call Direct Line Access Direct line access allows you to configure the extension to access a specific Hunt Group automatically for outbound calls when the extension goes off hook For example you may have a fax machine connected to this extension and don t want to reprogram the speed dial phone numbers In this case you would select Direct line access and choose the appropriate Hunt Group As soon as the fax goes off hook TalkSwitch will hunt the specified lines for an available line This feature is also useful if you want to avoid dialing any digits for accessing a line Warning When using Direct Line Access telephone company line dialtone is first available when picking up the handset The following features are only available from TalkSwitch internal dialtone Intercom Calling Hold Retrieve Line Hunt Groups Voicemail Retrieval Access Call Pick Up PA Access Parked Call Retrieval Do Not Disturb functions and entering Command Mode To obtain internal dialtone
171. switched either manually or automatically with the use of Automatic Mode Switching TalkSwitch Configuration File Utilities About TalkSwitch Modes System Information Voicemail Call Handling Auto Attendant Number of modes Mode name Mode 1 Mode 2 Current mode Mode 1 Closed C Made 2 Business Hours Telephone Lines Local Extensions Remote Extensions Extension Ring Groups Call Back Call Bridge Options Monday Tuesday IV Use Automatic Mode Switching 1 01 PM Friday April 04 2003 Adjust Date Time Continuously run z Switch modes depending upon time Wednesday At 09 00AM run Business Hours v Thursday At 05 00PM tun Closed x Saturday oe r Sunday i Ej Friday The use of Modes allows you to run different call handling configurations at different times For example you may want calls handled one way during business A hours and another way for non business hours Modes can be switched either manually or automatically with the use of automatic mode switching Name the modes if desired The labels will be displayed elsewhere in the configuration software whenever modes are used If you want to change the current mode of operation you can do so under Set mode manually You can also change modes or check the current mode of operation by dialing any of the following v Name the modes if desired The labels will be displayed elsewhere in
172. t tab in the configuration Write down the software and firmware version numbers and then go to the Centrepoint Technologies website at www talkswitch com support You will find instructions there to help you to select and download the appropriate upgrade Follow the instructions on the site as they take precedence over these instructions About TalkSwitch TalkSwitch Software Version 2 38s build 0028 TalkSwitch Firmware Version 2 38f 02 28 03 Copyright C 2000 Centrepoint Technologies 3 0 Using TalkSwitch 95 eS Step 2 Download new software and firmware When you select and click on the appropriate version for download a screen will appear asking you what you would like to name the file you are about to download and in which folder directory you would like to save it We suggest leaving the file name as is eg install_v239 exe and saving it on your Desktop Once the download is completed you can begin your upgrade by double clicking on the install file or use the Run option on your Windows Start menu A series of screens will guide you through the installation process This process updates your configuration software to a newer version You still need to update the firmware to take advantage of new features The new firmware file will have been placed in the TalkSwitch directory after running the install program Step 3 Performing the Flash Upgrade updating the firmware The final step in the upgr
173. t or Busy at extension for the original extension chosen E 86 TalkSwitch User Manual 3 4 Using the TalkSwitch Voicemail System Your TalkSwitch system comes with approximately 25 minutes of voicemail recording capacity shared with Auto Attendant greetings On the TalkSwitch 48 models this capacity can be increased with the addition of TalkSwitch memory cards You can add another 1 2 1 2 or 4 5 more hours of storage Contact your reseller to purchase memory cards When a TalkSwitch memory card is inserted in the memory slot the system will automatically configure the card within 20 seconds to make it fully functional 3 4 1 Activating Voice mailboxes A Voice mailbox is activated from the TalkSwitch configuration software There are 3 series of Voice mailboxes that can be activated in the Voicemail section of the configuration Local Extension mailboxes These mailboxes are generally associated to the Local Extensions By default all Local Extensions are activated with their respective mailbox Remote Extension mailboxes The Remote mailboxes are associated with the Remote Extensions If you activate a Remote Extension and want a voice mailbox associated with that extension you can activate that mailbox in the Voicemail tab General mailboxes These mailboxes are activated in the Voicemail tab They are not associated to any particular extension If you want inbound calls to go straight to a voice mailbox afte
174. t extension 3 4 3 Pager and Cell Phone notification When a new message is left in a voice mailbox it can notify a pager cell phone or any remote number if the mailbox has been configured to do so Each mailbox can be configured to notify you for every new message or for only the first new message received since the last time new messages were accessed If using Remote Phone Notification you have the option to accept or reject the notification call once you answer To listen to messages press J and to put off listening to messages press 3 For details on configuring Pager and Remote Phone Notification please see section 2 3 2 3 0 Using TalkSwitch 89 m 3 5 Music on Hold TalkSwitch can play music to callers when they are on hold parked or queued The music played to the callers will be provided by whatever source you have connected to the MUSIC jack If you ENABLE Music on Hold and have an audio device plugged into the back of TalkSwitch 1 When callers are put on hold at an extension callers will hear your music instead of TalkSwitch s default on hold beeping tone 2 When the Auto Attendant answers a call and transfers the caller to an extension the caller will hear a pre recorded message saying One moment please and then hear your music If you ENABLE Music on Hold and do not have an audio device plugged into the back of TalkSwitch 1 When callers are put on hold at an extension TalkSwitch will not pla
175. t extension Call Cascade option for the selected extension See sections 2 3 3 4 2 3 3 5 2 3 3 6 TalkSwitch has been designed to operate optimally when in a networked state Here are a few items that have been designed for better network use Configuration Settings All units are cloned with identical settings In the event that another unit has disappeared off the network adapter unplugged LAN connection disconnected LAN failure etc the system can still handle the calls according to the settings programmed at other extensions that belong to TalkSwitch units not visible to the unit handling the call In the event an extension or voice mailbox cannot be reached the caller will hear the following system prompt The extension you are trying to reach is currently unavailable please try again later Outgoing Line Hunt Groups By default when 2 or more units are on a LAN the system tries placing calls out on the same TalkSwitch unit the call originates This avoids using a line across the LAN on another unit which helps to minimize the LAN traffic and optimizes the opportunity for all inbound calls to connect across the LAN if required Auto Attendants There are a total of 9 Auto Attendants that are shared by all units on the LAN When an Auto Attendant is recorded on any unit it is then automatically copied to all other units on the LAN This design minimizes LAN traffic and also provides functionality back up
176. tch 53 ie 2 3 3 5 Remote Extensions Call Cascade This section allows you to configure the incoming Call Cascade options for the Remote Extensions The Call Cascade routing options are only engaged if the extension is chosen from the Auto Attendant or if a call is manually transferred to the extension Once a call enters an extension s Call Cascade sequence the extension owns the call It will not follow any other extension s options even if chosen in the Call Cascade sequence what you see in an extension s Call Cascade sequence is exactly what you will get You can set up the Call Cascade sequences for both modes the scheduling for these modes are set up in the Modes tab TalkSwitch Configuration File Utilities Help About TalkSwitch Remote Extensions System Information Voicemail x Call Handling Configure Call Cascade for mode Business Hours v Modes Auto Attendant Name Dave Smith Telephone Lines Local Extensions Remote Extensions Extension Ring Groups Busy at extension No answer at ext Answered at ext Call Back Call Bridge Options If this extension is not answered If 111 is busy or not answered after 4 rings v g0 to local ext Ad after 4 rings v o0 to voice mailbox v TalkSwitch s unique Call Cascade feature lets you control routing options for each Remote Extension TalkSwitch will route the call along a cascade path with up
177. the configuration software whenever modes are used To use the Automatic Mode Switching feature you must first activate it by clicking Use Automatic Mode Switching Next set the start times for each mode If you want TalkSwitch to change modes more than twice in one day you can activate up to two extra mode changes for that day If you do not want to use Automatic Mode Switching you can still switch modes manually in the software or through any telephone using touch tone commands Enter command mode by dialing EJ then your password if required Next dial any of the following commands followed by EJ to confirm 31 Changes TalkSwitch to mode 1 32 Changes TalkSwitch to mode 2 30 TalkSwitch tells you what mode it currently is using 2 0 Configuring TalkSwitch 43 E 2 3 3 2 Auto Attendant The purpose of the Auto Attendant is to greet callers and instruct them as to which number s they should press on their telephone keypad to reach a particular extension person message or department Callers can also directly dial Local Extensions 1xx Remote Extensions 2xx Extension Ring Groups 300 309 Voicemail both leave messages and access messages access Call Back access Call Bridge and enter Command mode for making changes to the system configuration 400 series mailboxes can be dialed at the Auto Attendant without having to press EJ first This can be useful for providing virtual extensions associated to a mailbox
178. the name dial 111 and follow the system prompts IV Activate extension Last name Smith First name John Dial by name directory Direct Line Access Hunt Group Access Local Extensions are communication devices telephones fax machines answering machines modems etc that are physically connected to ports at the back of your TalkSwitch unit The TalkSwitch 24 can share up to two incoming phone lines among four Local Extensions 111 114 The TalkSwitch 48 can share up to four incoming phone lines among eight Local Extensions 111 118 The last digit of the Local Extension number is used to identify the analog communication port at the back of your TalkSwitch unit For instance if you plug E 30 TalkSwitch User Manual If you have 2 or more TalkSwitch units connected on a LAN you will be able to select the tabs associated to each unit and see the extensions Networked associated to that unit If a TalkSwitch 48 unit has a Unit ID of 2 then the Local Extensions will be 121 to 128 The second digit for all Local and Remote extensions Local Remote and General voicemail represents the Unit ID of the associated TalkSwitch unit Select any of the extensions that you wish to configure Local Extensions are by default activated with the associated Voice mailbox Voice mailboxes for each Local Extension can be de activated in the Voicemail section in the System Information folder La
179. time dial 7 at internal dialtone Dialed when connected to an outside line To transfer a caller to a mailbox press flash to place a call on hold then EJ 1x1 1x8 J 2x1 2x8 or FJ 4x0 4x9 and hang up x represents the Unit ID 2x8 or EQ EQ 4x0 4x9 from internal dial tone to retrieve voicemail x represents the Unit ID Direct dial E 1x1 1x8 E3 2x1 Action performed after putting a caller on Hold then dialing an indented destination Direct dial EO at dial tone to make an announcement through the attached external PA system E 118 TalkSwitch User Manual DTMF lt flash gt 5 E3 500 509 E3 E3 500 509 lt flash gt 6 6361 E360 E7 1x lt flash gt 7 80 81 88 9 s amp 9 E Function performed Disconnects current caller and reconnects immediately to the last caller put on hold Call Parking Spaces 10 in total for the entire system Parked Call Retrieval Conference Call for 3 parties Enables Do Not Disturb at the current extension Disables Do Not Disturb at the current extension Call Pick up Extension Specific Hold Retrieve used for retrieving any calls placed on hold at that extension Accesses Same Line Connect when transferring an outside caller to another outside number Line Hunt Groups used to access a line Play music source through PA output Call Pick up Enters command mode Notes Action performed after putting a call
180. times A generic Auto Attendant will answer and you can configure Call Back by pressing 6 Allow Call Bridge To allow Call Bridge after a Call Back has been accepted check the Allow Call Bridge box You may also restrict the Hunt Group access using Call Bridge from this Call Back by choosing the Hunt Group Access button By default Call Bridge is enabled when Call Back is activated You will not be prompted for another password when you choose a Hunt Group at the Auto Attendant When entering a Call Back phone number using a telephone you can enter special characters using a special prefix The default prefix is the E key To enter a amp in a dialing string you will need to dial E3 EJ for a 2 second pause dial E amp O and for a EJ dial BEJ When you have completed the entire dial string you need to dial 3 2 3 4 2 Prompted Call Back If you are travelling to a location where you do not yet know the phone number you can use Prompted Call Back to save on your long distance charges For details on using Call Back see section 3 7 2 TalkSwitch Configuration File Utilities Help About TalkSwitch Prompted Call Back System Information Voicemail Call Handling V Activate Prompted Call Back Call Back Call Bridge Auto Call Back Number to call back 1 444 555 0000 Prompted Call Back Call Bridge Note The Call Back number can be changed Options remotely when using Prompted Call Back Use Announced Message I Use d
181. times TalkSwitch will try to notify the Remote Phone or Pager before it will abort the entire notification attempt You can also specify the time interval between attempts 2 0 Configuring TalkSwitch 39 m 2 3 2 3 General Voicemail General Voicemail is similar in features to both Local and Remote Extension Voicemail If you want to use this mailbox for informational purposes only and prevent callers from recording messages then check the Play announcement only box TalkSwitch Configuration File Utilities Help About TalkSwitch General Voicemail System Information Voicemail IV Activate Voice Mailbox Local Ext Voicemail 410 Remote Ext Voicemail I Play announcement only don t record any messages an Global Settings I Pager and Remote Phone Notification Call Handling 412 Call Back Call Bridge V _ _ _ Remote Phone Notification Pager Notification Options 413 I Activate Remote Phone Notification 414 415 Notification Setings 416 Dial notification phone number using Hunt group 9 _ and let it fing upto 6 times v before aborting each attempt If attempt unsuccessful tty again 3 more times v with an 47 48 49 interval of 5 minutes v between attempts If you want to activate this voice mailbox for general use check Activate Voice Mailbox If you want to use this mailbox for informational purposes check Play announcement only If you want to be
182. tional Line 3 is currently in use The Line 3 caller is on hold Line 3 is ringing Line 3 is engaged by another device on the line Line 4 is currently in use The Line 4 caller is on hold Line 4 is ringing Line 4 is engaged by another device on the line Line 3 and 4 lights apply to TalkSwitch 48 models iP 2 TalkSwitch User Manual 1 3 Back Panel Descriptions Before connecting all your phones and lines to TalkSwitch you may want to proceed with configuring the unit first See section 2 1 This will minimize the disruption time for your telephone lines while setting up the system 1 3 1 The TalkSwitch 24 OO DAAA AA Ei oo Music PA Jacks Ports MUSIC PA E1 E2 E3 E4 L1 12 L2 USB E4 L1 L2 Serial What to plug in Plug in a radio CD player PC soundcard or any other device that emits an audio signal if you wish to use TalkSwitch s Music on Hold feature This is a 1 8 3 5 mm phono jack Mono cables are recommended Connect to a PA system if you wish to use the external paging feature This is a 1 8 3 5 mm phono jack Mono cables are recommended Plug in any analog device that uses a standard RJ 11 telephone jack such as telephones answering machines fax machines internal or external PC modems Once these devices are plugged in TalkSwitch will recognize them as Ext 111 Ext 112 Ext 113 or Ext 114 Consider connecting the receptionist s phone to
183. tone is played at the extension to let them know they have a caller in their queue This option allows you to turn off this function Call Back ring return You can adjust the number of rings during a Call Back session before TalkSwitch disengages the Call Back i e hangs up Depending upon the situation you may want to give yourself more time to pick up and accept the Call Back by increasing the number of rings ipa 68 TalkSwitch User Manual If being used with another PBX This feature can only work with PBXs that use flash hook as a transfer method Please contact your PBX manufacturer for transfer details PBX extension length If TalkSwitch is being used as an Auto Attendant with another PBX you can set the number of digits the PBX uses for its extensions This allows TalkSwitch to know what digits to pass on to the PBX to complete the transfer TalkSwitch Configuration File About TalkSwitch System Information Voicemail Call Handling Call Back Call Bridge Options Administrator Password Audio Controls Transfer Options Miscellaneous Troubleshooting Utilities Help Miscellaneous Caller in queue reminder Play reminder tone to an extension when caller queued Off Call Back ting return During Call Back number of rings before 6 tings v TalkSwitch hangs up If being used with another PBX TalkSwitch has the ability to be an Auto Attendant for other PBXs When doi
184. ts PC running Windows 95 98 ME XP 2000 40 MB free hard disk space 64 MB RAM An available Serial Ethernet or USB port Required for Firmware updates 800 x 600 minimum video resolution If you are having problems retrieving the settings from TalkSwitch please check the Troubleshooting section of the manual USB not currently supported for Windows 2000 or Windows XP You will need to use the serial or LAN connection for configuration purposes 2 0 Configuring TalkSwitch 19 m 2 2 Control Center After installation is complete double click the TalkSwitch icon Once the TalkSwitch software is open the following screen will appear This is the Control Center for the TalkSwitch software Monitor N Configure PC Connection This opens up the PC Connection dialog which allows you to choose the correct COM port when connecting TalkSwitch to the PC using Serial or USB You can also select to configure using a modem or if you have a TalkSwitch 48 you can configure using a LAN Configure Choosing Configure brings up the configuration software see section 2 3 Note You cannot configure TalkSwitch by phone while the software is open Monitor Choosing Monitor brings up the TalkSwitch Monitor window The Monitor allows you to see a graphical representation of the calls as they flow to and from TalkSwitch and its extensions and lines This feature is useful as a diagnostic tool when testing your TalkSwitch settings You
185. ttendant TalkSwitch can route the call to any Local or Remote Extension Ring Group Voice mailbox Auto Attendant Announcement dial by name directory queue the caller or simply hang up This feature is included in case someone does not have a touch tone phone or if it is a fax call where the calling fax machine does not emit a CNG tone It can also be used to forward calls immediately after the Auto Attendant answers the call You will notice that you can speci fy the length of time after the Auto Attendant has finished playing before it performs the no selection action Fax calls are detected by what s called a CNG tone If a fax machine sends this tone while trying to establish a connection to a fax machine connected to TalkSwitch TalkSwitch will handle the call accordingly Not all fax machines emit a CNG tone and as a result TalkSwitch will not be able to detect the fax call and route it to the fax machine To guarantee the reception of every fax we recommend the use of a Distinctive Ring Number added to one of your lines for fax calls TalkSwitch can then handle every fax call consistently The digits 6 7 8 and 9 are not available as programmable options since they are used for other system features If 6 is dialed If you press 6 at the Auto Attendant you will be able to configure and use Auto and Prompted Call Back See section 2 3 4 for more details about con figuring Call Back and section 3 7 2 for det
186. two separate telephone lines TX RX An acronym for transmit and receive USB Short for Universal Serial Bus the USB connection supports more bandwidth than a serial or parallel connection Virtual Extension A telephone or other communications device not physically connected to TalkSwitch as an extension but which provides the same functionality In general the term virtual distinguishes something that is merely conceptual from something that has physical reality TalkSwitch s Remote Extensions are virtual extensions Voicemail Call Answer A service provided by TalkSwitch or telephone companies which gives callers the opportunity to leave a message when your extension or telephone line is busy or unanswered Index Pound Sign 135 Star Asterisk Sign 135 3 Way Calling 27 3 Way Calling wait time 72 3 Way Calling Conference 114 135 3 Way Conference Call 135 6 RJ 11 Telephone Cable 1 9 pin Serial Cable 1 About Menu item 21 About TalkSwitch 23 AC Power Adapter 1 Accepting the Call Back 92 Accessing a Voice mailbox 86 Activate the Auto Attendant 75 Activating Call Back 91 Activating Voice Mailboxes 85 Add Local Extension 22 Add Remote Extension 22 Add Ring Group 22 Add a TalkSwitch unit 12 Adjust Sequence 51 Administrator Password 65 Allow Call Bridge 61 63 Analog 131 Announced Message 60 62 Answer at ext 52 55 57 Attach an Answering Machine 6 Attach a M
187. up Hook to initiate a Double Flash do not try to initiate the second Flash too quickly or you may lose or disconnect your caller Press and release the Hangup Hook once count to 2 then initiate the second Flash iP 114 TalkSwitch User Manual When would you use double flash 1 If TalkSwitch is connected to any other system service that uses Flash to activate its features e g a Key Telephone System PBX or telephone line with the Centrex service from your phone company 2 If you are using any of your local telephone company services that are activated with Flash e g Call Waiting 3 Way Calling Conference etc What does Single and Double Flash do TalkSwitch and the above mentioned systems services use Flash to activate their calling features TalkSwitch therefore needs a way to tell which or whose features you want to access when you press the Flash button Using a Single Flash places the caller on hold The Flash is not passed to the CO line solving problems associated with Flash causing a hang up at some COs Using a Double Flash first Flash places the caller on hold and the second Flash if pressed within 2 seconds tells TalkSwitch to pass a Flash to the CO line to activate the CO or PBX intended feature Appendices 115 ze Appendix C Quick Commands and DTMF Functions These DTMF Quick Commands can be dialed from a Local Extension or an outside telephone at the
188. uppression The echo suppression uses a half duplexing feature to handle the echo With half duplex calls only one side of the call can talk at a time If you encounter problems with double talk people trying to interrupt each other which can disrupt the echo suppression you can try disabling the echo suppression to see if this resolves the problem 2 0 Configuring TalkSwitch 73 al TalkSwitch Configuration File Utilities Help About TalkSwitch Troubleshooting 1 Troubleshooting 2 System Information Voicemail DTMF Detection Fax Detection Call Handling 7 These values should only be adjusted if callers are having Call Back Call Bridge problems reaching extensions from the Auto Attendant Options SET Administrator Password Minimum required time to detect a DTMF digit ee Detect 1 tone Audio Controls Transfer Options Miscellaneous Troubleshooting Line CPC Disconnect Clear Network Yolume This value controls the required length of a CPC signal Adjust this control if the audio received by the Telephone Company volume for calls between TalkSwitch units is too loud or soft CPC detection time 200ms x Network volume 8 X CNG tones required before switching call to the fax machine Minimum required time between DTMF digits 60ms v C Detect 2 tones Ringback Control If certain extensions are ringing back after finishing a call then adjust this value Call terminated if hang up follows fl
189. ver the RJ 14 is usually used to connect two line tele phonic devices It supports 4 conductors RJ 45 Registered Jacks 45 is a technical term for a telephone jack that supports 8 conductors and is used generally for Networking applications Prompted Call Back Allows you to activate Call Back by dialing one of TalkSwitch s telephone numbers letting the Auto Attendant answer and then entering the Call Back settings Routing Determining the path that a message or call is to take over circuits TalkSwitch offers routing of incoming calls using DSP technology Serial Communication A type of electronic communication that unlike parallel communication requires that data bits be sent one after the other Modems rely on serial communication to send data over telephone lines Shortcut Key A special key combination that causes a specific command to be executed Typically shortcut keys combine the Ctrl or Alt keys with some other keys In Windows environments for example Ctrl C is used as the shortcut key to copy On PCs the function keys are also often used as shortcut keys S sec Samples per second Serial Port Serial Ports are physical plug ins They allow two devices to exchange information or data A Serial Cable is used to connect the two Serial Ports together SOHO Acronym for Small Office Home Office It s a burgeoning market comprised of solo professionals part time work at homes telecommuters
190. warded calls when prompting is enabled Also if you use one of the prompted methods for this Remote Extension have Music on hold enabled and are not using 3 way calling to forward calls to this Remote Extension the Call Cascade will be seamless to the caller as they will only hear music throughout the entire process of trying to locate you If a call is forwarded to a Remote Extension from a Call Cascade sequence and has either play caller s name first or play accept reject prompt enabled the Remote Extension will hear This is Call Cascade instead of This is Call Forward This is done so that you know when the call is rejected it will send the caller to the next Call Cascade option of the extension that forwarded the call and not follow the Remote Extension s Answer at ext Call Cascade options 2 0 Configuring TalkSwitch 55 saw 2 3 3 6 Extension Ring Groups Call Cascade The following section configures the incoming call routing options for Ring Groups The Call Cascade routing options are only engaged if the Ring Group has been chosen from the Auto Attendant or if a call has been manually transferred to the Ring Group Once a call enters a Ring Group s Call Cascade sequence the Ring Group owns the call It will not follow any other extensions options even if chosen in the Call Cascade sequence what you see in a Ring Group s Call Cascade sequence is exactly what you ll get T
191. when connecting multiple units to a LAN When 2 or more units are connected to a LAN and are setup for network use you will have the ability to configure all units connected to the LAN via the Serial or USB connection to one of the TalkSwitch units or using a PC connected to the same LAN as the TalkSwitch units When 2 or more TalkSwitch units are connected to the same LAN they are designed to act like a single phone system For example if you have 2 TalkSwitch units connected on the same LAN the system will now function as a single system supporting 8 lines 16 local extensions and 16 remote extensions You will notice that on some of the configuration pages there will be up to 4 tabs across the top that allow you to select each TalkSwitch in the group depending on how many are connected to the LAN This is the primary difference between configuring 1 unit and multiple units TalkSwitch Configuration File Setup Utilities Help About TalkSwitch System Information Telephone Lines Line Hunt Groups IV Activate line Fax Information Line 1 Line detected at Local Extensions Remote Extensions Line 2 Phone numbers TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 ine 24 TalkSwitch User Manual Sections of the configuration that have multiple tabs for each unit System Information Telephone Lines Local Extensions Remote Extensions Voicemail Local Ext Voicemail Remote Ext Voicemail General Voicemail
192. xtension jacks 000 000 ee 6 1 4 3 Connecting Devices to the Music and PA Jacks 7 1 4 4 Connecting TalkSwitch toa PC 2 2 eee 8 1 4 4 1 Serial connection 2 200 c ee eee 8 1 4 4 2 USB connection tine a eee ee 9 TAA Si LAN Connection vargas anes fea ge eels Real ed 0 1 4 4 4 Remote configuration using a modem 10 1 4 4 5 Local configuration using a modem 2 1 5 Using 2 or more TalkSwitch units on a LAN 2 ee 2 1 5 1 Connecting 2 or more TalkSwitch units toa LAN 12 1 5 2 Setting the Unit ID for the first time 0020000 5 1 5 3 Changing the Unit ID i hren Sc nae el ae etek re aa 5 1 5 4 Unit IDs and how they affect the system extension numbers 15 1 5 5 Keeping track of the lines and extensions 5 6 1 5 6 Optimizing the system for networked use 00 6 2 0 Configuring TalkSwitch 2 1 Installing the TalkSwitch Configuration Software 0 00 0000s 19 22 Control Center she pea oe doa ected ag mee ee 20 23 Configuratii es A ae Ale os bee Sek 21 2 3 1 System Information 0 2 0 0 0 eee 26 2 3 1 1 Telephone Lines 000000 26 2 3 1 2 Line Hunt Groups 2 2 0 eee eee 28 2 3 1 3 Fax Information 00000 29 2 3 1 4 Local Extensions 0000 00 eee 30 2 3 1 5 Remote Extensions 00 00000005 32 2 3 1 6 Extension Ring Groups 000000 34 2 3 1 7 On hol
193. y busy If you wish to continue holding please remain on the line To leave a voicemail message press 1 Uf the call was transferred from another extension there is no Auto Attendant on this line and the extension has no voice mailbox The extension you have reached is currently busy If you wish to continue holding please remain on the line 3 0 Using TalkSwitch 81 oy While the caller is on hold at your extension you will hear a Call Waiting beep in your ear every 60 seconds If you want to rotate through queued callers dial flash then 7 The caller you are speaking to will be placed on hold and the first caller in the queue will be retrieved If you have multiple callers queued up pressing flash then 7 will retrieve callers on a first in first out basis Queuing callers to an Extension Ring Group If you want to queue callers for a Ring Group you can configure this action using an Auto Attendant This feature is sometimes referred to as Automatic Call Distribution Example Configure Auto Attendant 1 so that if callers press 5 they will be queued to ring group 301 for technical support Now when a caller presses 5 for tech support they will immediately enter the queue Every 60 seconds the caller will hear the following prompt Your call is important to us please remain on the line To return to the previous menu press star Extensions that are part of the ring group and
194. y its default on hold beeping tone The caller will hear silence 2 When the Auto Attendant answers a call and transfers the caller to an extension the caller will hear a pre recorded message saying One moment please and then hear silence If you DO NOT ENABLE Music on Hold and have an audio device plugged into the back of TalkSwitch 1 When callers are put on hold at an extension callers will hear TalkSwitch s default on hold beeping tone and your music 2 When the Auto Attendant answers a call and transfers the caller to an extension the caller will not hear any pre recorded message They will hear your extension ringing and your music What happens if you DO NOT ENABLE Music on Hold and do not have an audio device plugged into the back of TalkSwitch 1 When callers are put on hold at an extension they will hear TalkSwitch s default on hold beeping tone 2 When the Auto Attendant answers a call and transfers the caller to an extension callers will hear your extension ringing ire 90 TalkSwitch User Manual Music on Hold and Call Forwarding to Remote Extensions If you are using the telephone company s 3 Way Calling Conference service Same Line Connect to activate TalkSwitch s Call Forwarding callers will not hear your music when being forwarded to a Remote Extension When calls are forwarded the caller is put on hold by the telephone company central office switch rather than at TalkSwitch Therefore the call
195. ys between 9 00 a m and 5 00 p m EST Please have the following information available when you call a Your e mail address and telephone number b The serial number located on the bottom of TalkSwitch and your date of purchase c The number of telephone lines that you have connected to TalkSwitch d The telephone company services that you are using with TalkSwitch e Your PC s operating system e g Windows 95 98 ME 2000 etc Troubleshooting This section of the manual is designed to help you quickly resolve problems that can be experienced by new TalkSwitch users The problems and their corresponding solutions are organized in the following manner 1 Problems that can occur when installing the Configuration software 2 Problems that can occur during Configuration 3 Problems that can occur while using TalkSwitch s features 4 Problems that can occur with 2 or more units networked Before examining the Problems review these common installation checks first Appendices 103 oy The first things you should check 1 Check that your telephone cables are connected to a wall jack at one end and TalkSwitch at the other Ensure the devices you are using as TalkSwitch exten sions phones faxes etc are plugged into the extension jacks located on the back panel of TalkSwitch Do not plug your extensions directly into a wall jack unless that jack is wired to a TalkSwitch extension jack 2 Check the Serial USB

TalkSwitch User Guide 10th ED v2 - FortiVoice

Contents

Download Pdf Manuals

Related Search

Related Contents