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Talkswitch 48-CVA Telephone User Manual

1. 18 Screened Transfer 82 Screening options 88 Serial nunnu 4 6 106 Service n eee eee 126 Set Ring Group 36 System Information 19 21 system requirements 15 TalkSwitch CD 15 TalkSwitch Memory cards 45 Telephone Company Calling DELVICES shade tone nies paN paai 115 Telephone Company Voicemail 27 Telephone Lines 25 50 Time Scheduler 95 Touchtone phone 107 Transferring calls 81 Transferring from a Home phone 70 pa 146 TalkSwitch User Manual Troubleshooting 73 Two line Analog Telephone 5 Unscreened Transfer 82 USB nicacnpicinde ew atiancaoune 0 4 6 106 Use Same Line Connect 35 View Auto Attendant Memory Usage 50 Voice mailboxes 91 Voicemail Call Answer 115 Voicemail Manager 18 Warranty 2paxcenrestk tesa 127 Warranty Service 128 index 147
2. 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 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 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 selection Any other selection is considered an end of call option Note as well that the last selection 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 dialog box will appear that will allow you to configure the required item Simply fill in the required information to add the new option to the selectable list The information given in the
3. When 2 or more units are networked they share the same 9 Auto Attendants When an Auto Attendant message is recorded on any TalkSwitch unit it is automatically copied to all the other TalkSwitch units on the same LAN This feature helps reduce network traffic and allows any system to continue functioning even if another unit loses power or is disconnected from the LAN The Auto Attendants can be recorded from any Local Extension or remote phone with touch tone commandes Recording Auto Attendant messages Pick up any Local Extension or dial into TalkSwitch At the Auto Attendant enter command mode by pressing 73 If you have the Administrator password enabled you need to enter it Next begin entering the touch tone commands listed on the next page TalkSwitch will promt you through the recording 3 0 Configuring TalkSwitch 45 P After entering a command you will need to press 3 to confirm the entry before entering another command or exiting command mode To exit command mode press amp J or hang up Auto Attendant Record message Playback message Erase message 41 5 041 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 1 Press J to enter command mode then dial 4 1 3 2 After the tone record your Auto Attendant message Press 7 when you have finished 3 Press 5 1 to listen to your recording Note If you have the Administrator passwo
4. E 60 TalkSwitch User Manual 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 Step 3 You can now access There are two ways to activate Call Back any TalkSwitch extension voice mailbox or use Call Bridge to make calls around the globe just as if you were sitting in your own office ih YOU OM phon s or ye On ere in ket Were in ket ccess any Sre in he mailbox 1 Auto Call Back Auto Call Back is immediate and eliminates the initial long 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 office telephone number let the call ring twice and then hang up Call Back is instantly activated Configuring TalkSwitch 61 E 2 Prompted Call Back Prompted Call Back offers the convenience of entering or changing your Call Back telephone number and message each time Call Back is activated To use Prompted Call Back activation simply dial your office telephone number When the Auto Attendant answers your call you dial 6 to access the Call Back settings through a series of prompts wh
5. 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 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 2 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 its 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 lights 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 10 TalkSwitch User Manual the lights flash on that unit The lights will stop flashing when you click finished or 5 minutes have elapsed 2 5 6 Optimizing t
6. a line when silence is heard This safeguard is useful when a telephone line does not send out the disconnect clear signal that tells TalkSwitch the call is finished 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 3 4 and 5 at the Auto Attendant there needs to be a time limit placed on how long after the first digit is pressed TalkSwitch will wait for another digit before following the single digit option 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 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 3 4 or 5 for options and when TalkSwitch detects no second digit after 1 5 seconds it will follow the programmed option for that Auto Attendant 2 If you don t want to use the options 1 2 and 3 for any of the Auto Attendants you can set the option to 4 seconds 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
7. 0000 eee 37 3 32 VOICEMAIL adet ade Shoes Bs cher tee ate fb tet he 38 3 3 2 1 Local Extension Voicemail 38 3 3 2 2 Remote Extension Voicemail 39 3 3 2 3 General Voicemail 00022005 40 Z3 2A Global Settings ased 4 52 eag 2e desk aed e 4 3 3 3 Call Handling lt 4 o6s e06 eee cease eeaiee gavage ee eed 43 BUSES AMOUES 5 6 Sayeeda aad Aae dye deta HARE oleae x 43 3 3 3 2 Auto Attendant 0 0000020022 44 3 3 3 3 Telephone Lines 0 0 020002000 50 373 304 VOIP Lines 24 44 ee yt ect andes dodat ed dea nS 52 3 3 3 5 Local Extensions Call Cascade 55 3 3 3 6 Remote Extensions Call Cascade 57 3 3 3 7 Extension Ring Groups Call Cascade 59 3 3 4 Call Back Call Bridge ssia padnie 60 3 BA l Avto Gall BOCK sirt Se aga Gow dys Face Eee acd 62 3 3 4 2 Prompted Call Back 0 2202200 65 3 343 Call Bridge 2 5 2 2 0cchang anew alee ake ee aed 67 BeSOMOPHONS dupiede eap Retng valsys GaAs Rea Se SP IRM aa SIO ees 68 3 3 5 1 Avdio Controls cnsce cases esawngetaune canes 68 3 3 5 2 Transfer Options soss ecir neri resta nerned 69 3 3 5 3 Miscellan Ous erse niese erent epesi ead 71 3 3 5 4 Troubleshooting 0 20e eee eee 73 3 3 5 5 Troubleshooting Advanced 75 4 0 Using TalkSwitch 4 1 In the Office Receiving calls with or without the Auto Attendant 79
8. Global Settings Call Handling Call Back Call Bridge Mailbox settings Options ae F aaa When listening to voicemail messages always start with newest message x When pager remote phone notification of new messages is activated notify the pager remote phone after receiving every new message 7 M Remove blank and hang up messages automatically Only remove messages shorter than 2 50sec Voicemail management View Mailbox Data Reset Mailboxes Mailbox Settings The first option controls the order that messages are played back when lis tening to voicemail The default setting plays messages back starting with the newest message and working back to the oldest messages This setting is con venient 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 second option controls whether the system pages or calls your remote phone for every new message received in voicemail or only the first new mes sage received in voicemail Remove blank and hang up messages automatically 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 users 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
9. VoIP Lines EDENO Phone Lines Hurt Arop Ea Phone Lines Fax Information Local Extensions Hunt Group 84 E 555 1234 TalkSwitch 1 Line 1 Remote Extensions E 555 2222 T alkSwitch 1 Line 2 Extension Ring Groups Hunt Group 85 555 3333 TalkSwitch 1 Line 3 Move Up On Hold Ringback 555 4444 TalkSwitch 1 Line 4 Hunt Group 86 7 i gt Voicemail 555 5555 TalkSwitch 2 Line 1 Call Handling 555 6666 T alkSwitch 2 Line 2 Call Back Call Bridge Options Hunt Group 88 Move Down Hunt Group 87 M For all Hunt Groups hunt lines on same unit first Under Set Line Hunt Group select the lines you wish to add to the Hunt Group by simply checking the box next to the line If you have multiple TalkSwitch unit connected to the LAN then a checkbox will be present and enabled so that outbound calls will always hunt the lines on the unit where the extension is connected to minimize network traffic between units 3 3 1 7 Fax Information The information in this tab helps configure TalkSwitch to handle faxes 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 or Distinctive Ring number in the Telephone Lines section under System Information See sec
10. Add new screens will be reflected within their respective 56 TalkSwitch User Manual 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 you added in the Add new Remote Extension screen You will also note that not all the information displayed in the extension tabs is available in the Add new screens This is because only the information that effects the original extension s Call Cascade functionality is offered 3 3 3 6 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 ll get You can set up the Call Cascade sequences for both modes the scheduling for these modes are set up in the Modes tab Config TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information TakSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Voicemail Call Handling ms Smi Modes
11. 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 Conference Call Connecting three or more parties together for one conversation Configuration The way a system is setup For TalkSwitch the configuration is the collection of values or options you have chosen for each of TalkSwitch s features Together the settings for each of these features The configuration determine what TalkSwitch will do TalkSwitch can be configured using the Configuration software or Telephone Keypad Commands C
12. same telephone line as one of TalkSwitch s Lines but is not plugged DIME directly into the back of TalkSwitch as an Dual Tone Multi Frequency The system extension used by touchtone telephones DTMF assigns a specific frequency or tone to Icon each key so that it can easily be identified i A small picture that represents a by a microprocessor program action or feature in the config uration software When you click on an icon that program action or feature is activated Extension Local A Local Extension is any telephone or analog device answering machine fax etc that is plugged into one of the Glossary 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 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 us
13. 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 the 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 Pm This CLASS B Digital apparatus meets all requirements of the Canadian interference causing equipment regulations gt Changes or modifications not expressly approved by Centrepoint Technologies
14. 2 Using Call Back The Call Back feature allows you to initiate TalkSwitch to call you at a specified telephone number This gives you access to any of the following e Call Bridge e Local Extensions Remote Extensions and Extension Ring Groups e Voicemail e Configuration settings Using Call Back involves 3 easy steps 1 You call your TalkSwitch telephone number to activate Call Back 2 You answer and accept the Call Back TalkSwitch calls you back within 30 seconds 3 At the Auto Attendant you can choose to perform 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 Let the line ring until the Auto Attendant answers your call and then dial 6 on the telephone keypad If you have enabled password protection you will be asked to supply your password 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 4 0 Using TalkSwitch 97 F For Prompted Call Back TalkSwitch always dials the last Prompted Call Back number entered If you do not have the Auto Attendant set to answer a line a generic TalkSwi
15. 4 1 1 Receiving calls using the Auto Attendant 79 4 1 2 Receiving calls without the Auto Attendant 80 4 2 In the Office Making and Receiving Calls 0202020 2000 80 4 2 1 Making calls from a Local Extension n nananana uaaa 80 4 2 2 Receiving calls at a Local Extension 0220005 80 4 2 3 Placing calls on Hold at a Local Extension 81 4 2 A Transferring calls n0c6 20005000 eee ade yena ase eo 81 4 2 5 Call Park Parking and retrieving callers 82 4 2 6 Call Queue Queuing and retrieving callers 83 4 2 6 1 Queuing calls to a single extension 83 4 2 6 2 Queuing calls to a ring group 84 4 2 7 Conference calling with TalkSwitch o oo aana anaana 84 4 2 8 Making and receiving calls using VoIP 2 85 4 2 9 Using Phones connected in parallel to TalkSwitch 86 4 2 10 Modems and telephone line access 0 0 0005 87 4 3 Out of the Office Receiving Calls through Call Forwarding 87 4 3 1 The three ways to forward calls 0000000200 00 87 4 3 2 Transferring calls from a Remote Extension 88 4 3 3 Screening options for forwarded calls 0 0 88 4 3 4 Calls over VoIP with SIP phones and Gateways 90 4 4 Using the TalkSwitch Voicemail System 0 2 2 000 eee eee 90 4 4 1 Activating Voi
16. A Make another call Press 79 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 contact someone in your office check your voicemail etc C End the Call Bridge Session Simply hang up This will end your Call 96 TalkSwitch User Manual Bridge session and disconnect you from TalkSwitch If you want to guarantee that TalkSwitch disconnects at the end of a Call Bridge session dial E3 3 then hang up If you changed the Special Prefix to EJ instead of E you will need to dial E3 E3 to make another call and dial EJE to return to the Auto Attendant To enter command mode you will still need to enter EJ 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 4 7
17. Flash to the CO line to activate the intended CO or PBX feature Appendices 117 Appendix C Quick Commands and Touch Tone Functions These Touch Tone Quick Commands can be dialed from a Local Extension or an outside telephone at the Auto Attendant To enter Command mode dial Fj 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 Fj 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 Action TalkSwitch tells you the Unit ID of the unit you are a connected to Tiered Assign Unit ID 1 4 to TalkSwitch x 1 to 4 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 Sam
18. Inc could void the user s authority to operate the equipment 124 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 equipment 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 connection
19. a standard telephone wall jack 10 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 be able to access both telephone lines but in the same manner as a single line telephone attached to TalkSwitch 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 on TalkSwitch 2 0 Installing TalkSwitch E 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 Read the Connecting Phones Faxes and Devices Quick Guide in the TalkSwitch software or at www talkswitch com support 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 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 th
20. a local or remote location future update E 6 TalkSwitch User Manual 2 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 an RS 232 Serial cable By default TalkSwitch is shipped with the Serial and LAN ports enabled and the USB port disabled 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 F to enter command mode If you have an administrator password enabled enter the password Dial 90 then 9 to enable the Serial connection Next turn TalkSwitch off and on again to activate the Serial connection When you run the TalkSwitch software select PC Connection to select Serial as the connection type 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 making them unavailable for any other programs If you are having problems communicating with TalkSwitch please check the Troubleshooting section of the manual 2 4 4 2 Connecting TalkSwitch to a PC using a USB cable If you have an availabl
21. a specified number of rings Cascade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group Voicemail Announcement Auto Attendant keep ringing or hang up 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 Voicemail Announcement Auto Attendant or hang up 3 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 office telephone or VoIP line s accessing your long distance savings plan You can make a direct call to TalkSwitch activate Call Bridge and enter the telephone number you want to dial TalkSwitch dials the number from your office telephone or VoIP lines and connects the two calls together the call you made to TalkSwitch and the call TalkSwitch made from your office to the dialed party
22. bridging calls using the 3 Way Calling 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 3 0 Configuring TalkSwitch 73 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 call on hold and then quickly retrieve it 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 TalkSwitch can let the lines settle after going off hook before sending the DTMF digits Non detection of disconnect clear This option controls the length of time after which TalkSwitch will drop
23. configured Up to 3 phone numbers can be assigned to each VoIP line for internal calling Phone numbers need to be assigned so that inbound VoIP calls can be handled according to the configuration parameters set for VoIP lines under the Call Handling section Phone numbers can be 3 or more digits in length Phone numbers 250 299 have special functionalitiy with TalkSwitch These numbers can be directly dialed from any extension or Auto Attendant and will be automatically routed via VoIP to the destination that has the number assigned to one of its ports An administrator should keep track of all phone numbers assigned to each location to prevent duplicate numbers being assigned to multiple locations We recommend that you use these numbers as it will facilitate calling from extensions and the Auto Attendants 28 TalkSwitch User Manual Busy Forwarding Options This section allows you to configure how inbound calls are handled for each port when it is busy You can click Assign ports to assign ports for busy forwarding when the port associated to this phone number is busy This feature is similar to the phone company s Rollover Busy Forwarding service By default this feature is enabled so that the maximum number of inbound calls can be handled by the system at any one time Phone Number 2 M Enable Busy Forwarding Assign VoIP Lines Phone Number 3 M Enable Busy Forwarding Assign VoIP Lines VoIP Busy Forwarding Configur
24. each TalkSwitch unit activated by passwords Each account can be configured to allow access to certain Hunt Group s when using Call Bridge onfig TalkSwitch System Configuration File View Tools Help Si About TalkSwitch System Information Voicemail Call Handling Call Back Call Bridge Note These account passwords are used only when Call Bridge is used without Call Back Auto Call Back Prompted Call Back Call Bridge 1 a Options Call Bridge 2 Activate Call Bridge Ea Use 4 8 digits bee Password 1234 Call Bridge 4 Hunt Group Access 3 0 Configuring TalkSwitch 67 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 3 3 5 Options 3 3 5 1 Audio Controls This section deals with the adjustment of volume and system gain controls All the controls on this page update TalkSwitch in real time This allows you to adjust levels during a conversation without having to first save the configuration to TalkSwitch onfig TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information Voicemail Call Handling Call Back Call Bridge Options Transfer Options Miscellaneous Tal
25. feature for placing multiple callers on hold at your extension while you are on an existing call Call Queue is enabled in the TalkSwitch software s Call Cascade section in the Call 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 currently busy and has queue caller set for the Busy at extension Call Cascade incoming callers will hear one of the following prompts followed by music if enabled while they are on hold If the call came from the Auto Attendant and the extension has a voice mailbox The extension you have reached is currently busy If you wish to continue holding please remain on the line To leave a voicemail message press 1 and to return to the main menu press 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 If the call was transferred from another extension and the extension has a voice mailbox but there is no Auto Attendant on this line with a main menu to return to The extension you have reached is currently busy If you wish to continue holding please remain on the line To leave a voicemail message press 1 If the call was transfer
26. hold then assign a parking space J500 509 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 User will hear confirmation Reminder is played every time the extension is picked up User will hear confirmation To pick up a call ringing at another extension at anytime including after the Auto Attendant answers Or press 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 To toggle on or off music through the PA port Useful for office background music To pick up a call ringing at any other 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 121 W Touch tone features dialed at the Auto Attendant message from outside phones Digit dialed 0 1x1 1x4 1x1 1x8 2x1 2x8 250 299 300 309 1 2 3 4 5 80 EJ 1x1 1x8 EJ 2x1 2x8 EJ 4x0 4x9 4x0 4x9 amp 3 63 1x1 1x8 63 639 2x1 2x8 63 34x0 4x9 Function performed User Defined An Extension Ring Group Auto Attendant Voice mailbox Announcement or perform no action Dials Local Extensions x represents the Unit ID num
27. iioa Configure Call Cascade for mode Daytime X Auto Attendant 22D ai lt Telephone Lines fable dea has la 213 Don Stev Local Extensions 214 John Ca Extension Ring Groups Busy NoAnswer Answered Call Back Call Bridge 215 Steve Su Options nd 216 When a call is answered play caller s name first v 217 If a call is rejected from this ext go to voice mailbox 218 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 3 0 Configuring TalkSwitch 57 F 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 Voicemail Announcement Auto Attendant play busy tone or hang up Note If this is a remote extension such as a cell phone that has its own voicemail or a phone company prompt that answers calls when the line is busy TalkSwitch will assume the call has been answered and will not follow through with the Call Cascade You may want to consider using the Play accept reject prompt option under the Answered at ext tab which specifies that the call to this extension will not be considered answered until the call recipient enters the appropriate digit 2 No answer at ext routing options when this ext
28. 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 Appendices 133 0 to 600 ohms 35 volts 35 volts 27 to 40 mA 90 volts RMS 20 Hz True Sine wave 5 REN Loop start RJ 11 2 pin 600 ohms 2 4dBm DTMF only Yes configurable 900 ohms 2uF 900 ohms 600 ohms 2uF 600 ohms Loop start RJ 11 4 pin 3 900 ohms 45 volts RMS 20Hz 1 8 69 dB 10 dB All lines Yes CO A LAN interface Memory expansion System Music input PA output Power source Power switch DTMF detectors Dial tone generators Ring detectors Power failure pass through Dimensions Weight Approvals Ethernet 10BaseT 8 16 32 64 MB TalkSwitch Memory Cards Phono jack mono Phono jack mono AC wall adapter 120VAC 60Hz 16VAC 1 5 amp Push Button 12 3dBm to 30dBm 12 4 Extension 4 connects to Line 1 H 51 6mm x W 203 2mm x L 213 4mm 860 kg FCC parts 15 and 68 Industry Canada CS 03 EN 60950 1992 including Amendments 1 2 3 4 11 Ei 134 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 featu
29. is connected on the same LAN as the PC being used to configure the system then use this option Ensure your network cable is properly connected and the top green LED is on at the back of the TalkSwitch Connect via Serial Port If TalkSwitch is connected to the PC via a Serial or USB cable then select this option and choose the COM port associated to the connection Work Offline Open File If you wish to work offline on a configuration file select this option then press the Browse button to select the file you wish to view edit Restore Firmware This activates the TalkSwitch Firmware Update procedure Follow the instructions accordingly 16 TalkSwitch User Manual 3 3 Configuration From the Control Center choose Configure The following screen will appear The configuration screen consists of 4 parts 2 Config TalkSwitch System Configuration Q Oo Firmware Version Voicemail i gt e Hardware Version Call Handling Software Version Call Back Call Bridge Options 2 Desktop Phone Systems TotaN emory Capacity 30 min 2 sec Current Mode 8 min 51 sec TalkSwitch Time December 31 1969 TalkSwitch Date 7 00 00 PM New Voicemail Messages 1 Menu Items 2 Configuration Navigation Controls what is displayed in the configuration window 3 Configuration Window Displays configuration information 4 Resize Grabbing this corner by left clicking on the mouse allows you to increase
30. 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 Clear telephone line after call transferred on the Transfer Options page 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 Check with your telephone company if you are uncertain which setting works best for you Note Remote Extensions do not have the ability to manually transfer calls when using Same Line Connect Config TalkSwitch System Configuration File View Tools Help Si About TalkSwitch System Information ff Administration aoe M Activate Ring Group IP Configuration 301 Support VoIP Configuration Ring Group name Sales Telephone Lines 302 VoIP Lines aee Set Ring Group Line Hunt Groups 303 Fax Information PE Local Extensions 304 111 Jane Smith Remote Extensions 112 Samantha Jones m FI 113BobNg On Hold Ringback 308 114 John Richards Voicemail
31. mailbox for telecommuters or other part time staff 44 TalkSwitch User Manual onfig TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information y F Voicemail At the Auto Attendant perform the following actions Call Handling Modes i If the caller selects 1 then go to directory Telephone Lines VolP Lines If the caller selects 2 then go to ring group If the caller selects O then go to local ext Local Extensions Remote Extensions Extension Ring Groups If the caller selects 4 then perform no action Call Back Call Bridge f Options If the caller selects 5 then perform no action If the caller selects 3 then perform no action If a fax call is detected then perform no action After the Auto Attendant has finished playing and no selection has been made within _ seconds then hang up 7 tnd 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 Instructions Load Auto Attendant Erase Instructions A total of 9 different Auto Attendants can be recorded or loaded with a combined total time of 30 minutes shared with voicemail Memory can be expanded up to 5 hours using TalkSwitch Memory cards You do not have to use or record all 9 Auto Attendants
32. no longer involved in the call If the location of the SIP Proxy and Registrar has a Dynamic IP Address then you will have to use Dynamic DNS since the SIP Server location will be unreachable as soon as the IP address changes What is Dynamic DNS Dynamic DNS is a Domain Name Service that is used with Dynamic IP addresses DNS is used to allow devices to find other devices on the Internet by name rather than by IP address Dynamic DNS allows you to use a domain name FQDN which does not change to locate a device with a Dynamic IP address There are companies on the Internet which can provide you with a DNS Address even if your IP address changes For example www dyndns org or hn org or www no ip com You should consult with them about how to use their service But the basic idea is that you will receive an address something like myname homeip net which points to your IP address something like 209 210 230 140 This is important for loactions where the SIP Server resides and where the public IP address is dynamic All other locations will point to this SIP Server s domain instead of an IP address What is the drawback of using Dynamic DNS When DNS records are updated they have to be sent all over the world so that every one will be aware of the changes Basically one DNS server connects to another and swaps information In many cases the DNS servers are updated very quickly Updates should take no longer than 15 minutes to propaga
33. 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 92 TalkSwitch User Manual Keep in mind while recording your greeting or announcement that callers can press J 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 and phone number on or off and set up 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 and the exten sion number then give
34. 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 in the TalkSwitch Software using the Call Cascade s No answer or Busy at extension settings configurable for each Local Extension Remote Extension and Ring Group 4 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 E 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 Jagain to retrieve the call placed on hold 2 Dial any Local Extension Remote Extension or Ring Group 3 Dial 3 and mailbox to transfer a caller to a voice mailbox If the system is configured in the TalkSwitch software in the Troubleshooting 2 tab to perform blind transfers only then the system will then play the prompt Call Transferred Goodbye and hang up after the extension or mailbox is dialed If the system is configured in the Troubleshooting 2
35. or decrease the window size 5 View Details Click this button to view each TalkSwitch unit s MAC address IP address hardware version and firmware version 3 0 Configuring TalkSwitch 17 Menu Items File 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 Retrieve settings Retrieves settings from TalkSwitch connected to the PC Update Firmware This action locks the system down and then proceeds with updating the firmware once all calls have terminated For more details on upgrading the TalkSwitch Firmware see Section 4 8 Menu Items View Toolbar Toggles the toolbar on off Status Bar Toggles the status bar on off Menu Items Tools Memory Usage Displays a dialog box showing internal memory usage for Voicemail or Auto Attendant messages 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 18 TalkSwitch User Manual Terminal Window Displays a command line interface to enter commands Useful for troubleshooting in conjunction with technical su
36. 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 Tr ed If calls are being disconnected accidentally in mid conversation this usually Networke 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 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 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 Line Impedance Typically most phone companies in North America have a terminating line impedance of 900 ohms 2uF In some cases it may be 900 ohms If TalkSwitch is being connected behind another phone system or gateway then you may need to select 600 ohms If the incorrect value is chosen the system will still operate
37. 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 that allows you to identify the number that was dialed Voicemail Call Answer A service which gives callers the opportunity to leave a message when your phone line is busy or unanswered TalkSwitch can work in conjunction with your telephone company s Voicemail Service 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 answer the second call while the first call is already being routed by the Auto Attendant Appendices 115 T 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 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 s
38. soon as the fax goes off hook TalkSwitch will hunt the specified lines for an available line This feature allows users to avoid dialing extra digits to access a line Warning When using Direct Line Access 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 at 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 Extensions are defaulted to have no restrictions 3 3 1 9 Remote Extensions With TalkSwitch s Remote Extensions you can have calls forwarded directly from your office to any phone number you choose Your cell phone pager or any out of _ office number becomes a Remote Extension of your office system You can choose ervorked to screen callers if required 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 b
39. the regulation of interstate and international communications by radio television wire satellite and cable Firmware Distinctive Ring Firmware is a combination of software and hardware More precisely it is software programs or data that has 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 been written onto hardware micro chips Micro chips ROMs PROMs and EPROMs that have data or programs recorded on them are called firmware 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 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 A program that controls a device Every off hold 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 Driver Home phone A home phone is any telephone using the
40. the Auto Attendant The Record message button gives the instructions as follows Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the Prompted Call Back Announced Message 1 Press 9 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 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 Call Bridge line access by choosing the Hunt Group Access button 66 TalkSwitch User Manual The call back number shown will always be the last number TalkSwitch dialed in the last Prompted Call Back session 3 3 4 3 Call Bridge Call Bridge is a useful feature for saving money while using Call Back or on its own to avoid inflated long distance rates such as with cell phones 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 password for let s say it s 9 the default you will then be prompted for the account password 3 Dial the password and then the 7 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 for
41. the following items 1 The TalkSwitch Unit B AC Power Adapter Warning never use any power adapter other than the one provided 6 RJ 45 Ethernet Cable 6 RJ 11 Telephone Cable 4 CD containing configuration software and documentation Quick Reference Cards TalkSwitch Start Guide 00s NO A y a OS TalkSwitch Memory Card optional If any of these items are missing please contact your TalkSwitch dealer 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 from the TalkSwitch line jacks to a surge protection device connected to the incoming telephone lines If you live in an area with cold temperatures do not plug TalkSwitch into a power outlet until the system has warmed to room temperature Otherwise condensation could build up on the electronics and cause damage when TalkSwitch powers up 2 0 Installing TalkSwitch 2 2 Front Panel Descriptions TalkSwitch s front panel consists of a power button Power and 5 LED lights that indicate the usage of the lines with different states of illumination What do the LED lights tell you LED light State Description Line 1 On Solid Line 1 is currently in use Pulsing Slowly Line 1 caller is on hold Flickering Line 1 is ringing Quick Pulse Line 1 is engaged by a device that
42. 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 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 3 0 Configuring TalkSwitch 71 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 Setting up TalkSwitch behind an existing PBX 1 Connect the PBX extension to one of TalkSwitch s Line jacks You may do this with all your TalkSwitch lines 1 PBX extension per line depending upon how many Auto Attendant ports you would like on the PBX 2 Configure incoming calls on your PBX to ring the extensions you have allocated to the TalkSwitch Lines 3 Configure TalkSwitch s Auto Attendants to answer after x rings answer immediately is used most commonly 4 Record your Auto Attendants The Auto Attendants should list the extensions with the digit 7 in front of them Example If you have chosen the PBX extension length to be 3 digits and let s say John Doe s extension is 111 on the PBX the Auto Attendant should
43. them the option to connect to that extension Note You must record your name in order for the extension to be included in the dial by name directory 4 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 You can configure the system 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 F7 To put off listening to messages press J For details on configuring Pager and Remote Phone Notification please see section 3 3 2 4 0 Using TalkSwitch 93 F 4 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 the 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 they will hear the 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 the music If you ENABLE Music on Hold and do not have an
44. to handle notification calls 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 38 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 3 3 2 2 Remote Extension Voicemail Remote Extension voicemail is similar to the Local Extension voicemail If you want to use a remote extension mailbox for informational purposes only and prevent callers from recording messages then check the Play announcement only box Config TalkSwitch System Configuration File View Tools Help SH About TalkSwitch gt System Information TalkSwitch1 TalkSwitch2 TalkSwitch 3 TalkSwitch 4 Voicemail Local Ext Voicemail 2 Zhi gene omy Activate Voice Mailbox General Voicemail Global Settings Call Handling Call Back Call Bridge ASRS Pager and Remote Phone Notification Options 214 J
45. units connected on a LAN you will be able to select _ the tabs associated to each unit and see the extensions associated to that unit If a _ TalkSwitch48 CVA unit has a Unit ID of 2 then the Local Extensions will be 121 to 128 Networked The second digit for all Local and Remote Extensions Local Remote and General voicemail represents the Unit ID of the associated TalkSwitch unit 3 0 Configuring TalkSwitch Select any of the extensions that you wish to configure Config TalkSwitch System Configuration File Yiew Tools Help SH About TalkSwitch a System Information TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Administration IP Configuration P VoIP Configuration i AE se ener Telephone Lines VoIP Lines Line Hunt Groups 113 Bob Ng Last name Smith First name Jane Fax Information URE RTE For outbound VolP calls use this number Default VolP number zi Remote Extensions 112 Samanth Caller ID Information Extension Ring Groups 115 Steve Mit On Hold Ringback _ Voicemail 116 Mike OB na Dial by name directory Call Handling ase x PRR z 3 z To include this extension in the directory you will need to type in a last name Call Back Call Bridge tae and record the name of the person associated to this extension To record the Options name dial 111 and follow the system prompts 118 Joyce Re Direct Line Access Hunt Group Access Local Exten
46. 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 Because TalkSwitch CVA is a digital system modem calls will only operate at a maximum speed of approxiamtely 32 Kbps 4 3 Out of the Office Receiving Calls through Call Forwarding 4 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 4 0 Using TalkSwitch 87 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 dial 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
47. 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 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 above on the same line the call came in on 4 2 5 Call Park Parking and retrieving callers Call Park is a
48. 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 86 TalkSwitch User Manual 4 2 10 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 features 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
49. you will see the icon to the left For people using only 1 Networked TalkSwitch unit you can ignore any of the comments associated with this icon H 20 TalkSwitch User Manual 3 3 1 System Information 3 3 1 1 Administration This tab allows you to assign a System name and Administrator password for TalkSwitch The Administrator password gives access to all configuration options The password that is entered here will be used at configuration start up and through Touch Tone configuration onfig TalkSwitch System Configuration File View Tools Help Si About TalkSwitch System Information IP Configuration VoIP Configuration Telephone Lines VoIP Lines Administration Line Hunt Groups Fax Information Local Extensions System Name SanJose Office Optional Remote Extensions V Use for outgoing VolP CallerlD Extension Ring Groups On Hold Ringback System Password Optional Voicemail Use 4 8 digits Call Handling Call Back Call Bridge Options System Name For tracking purposes a system name can be assigned The name can also be configured to appear as Caller ID information for all outgoing calls System Password To activate the use of a system password enter a 4 to 8 digit password The password can only contain numbers since it is also used to gain access to the system using a touch tone phone If you do not want a password or want to delete the existing password simply clear the
50. 0 Introduction The G 726 32Kbps CODEC is a better quality solution compared to the G 729 CODEC It does however require more bandwidth per call A G 726 call will typically require 50Kbps bandwidth upstream and 50Kbps bandwidth downstream for each call The G 711 CODEC provides the best voice quality The tradeoff is the bandwidth requirement G 711 calls typically requires up to 100Kbps bandwidth upstream and 100Kbps bandwidth downstream For example if you have a typical 1Mbps ADSL connection from your service provider this usually means that you have an upstream bandwidth of approximately 380 Kbps Just because the service provider says that you have 380 Kbps upstream bandwidth does not mean that the full 380 Kbps is available In fact a conservative approach is to estimate just over half of the upstream bandwidth as being available In this case you could safely support 2 simultaneous G 711 calls or 4 simultaneous G 726 calls or 10 simultaneous G 729 calls These estimates do not factor in other data traffic on the network at the same time With additional traffic on the Internet or private IP network the number of simultaneous calls supported by the link is reduced If the power goes out does the VoIP network stay up To ensure a reliable network connection all elements of the VoIP network should be connected to back up power supplies UPS These elements might include LAN switches routers firewalls broadband connection device
51. 1 Auto Call Back Prompted Call Back Note The Call Back number can be changed Call Bridge remotely when using Prompted Call Back Options Use Announced Message F Use dialing prefix M Use password on Call Back W Allow Call Bridge Use 4 8 digits Password 12345 Hunt Group Access 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 a 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 Enter the dialing prefix including any required pauses or feature keys such as J or J 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 3 0 Configuring TalkSwitch 65 J 70 1010555 This corresponds to 370 for disabling the Call Wait
52. 1115 Steve Mitchell Call Handling 307 116 Mike O Brien Call Back Call Bridge 117 Dan Donelly Options 308 118 Joyce Reeves Extensions to ring 303 Ring pattern long short zj 3 0 Configuring TalkSwitch 35 F 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 3 3 1 10 Extension Ring Groups There are a total of 10 Extension Ring Groups available for your use Ring Groups are extensions 300 to 309 By default extension 300 is configured to ring all extensions Different uses for Extension Ring Groups Send calls to specific groups of employees For example if you have a company with several departments you can configure Extension Ring Group 300 for the Sales Department to ring extensions 111 112 113 and 114 Ring Group 301 might be for Technical Support ringing extensions 115 and 116 Identify types of calls by different ring patterns You are the president of a company and you don t want to handle calls from the general public yet you want to be alerted when important colleagues try to contact you Your regular Local Extension may be 111 for most people but yo
53. 116 Call Park screnoori dak ako ead ween 82 Call Pick Up Call Grab 81 Call Queue 0 000 e eee 83 index 145 Call Waiting 27 115 137 Caller ID Call Display 27 137 115 Caller in queue reminder 71 Centrex Transfer 82 Centrex Plexar 05 138 Centrex Plexar Transfer 116 GN Gtk itso n terete onde EAS 138 GON eae oe cog ces ae ee a N 138 COM Pott cc cccccs ees tati 107 138 Communications Software 138 Compression Data 138 Computer Telephony Integration 138 Conditional call forwarding 88 Conference 00000055 27 Conference Call 138 Conference calling 84 Configuration 17 138 Configuration Software 15 Connect using 2005 34 Connecting Devices to the Music and PA JACS 3 5 tiara snatch tase doe 6 Connecting TalkSwitch to a PC 6 7 8 GOMMECIOL ay ca cca ne eeeaasceens 138 Copyright Information ii Customer Support 105 Dialing prefix 63 65 Diallon gos si case geben eee os 138 Direct Line Access 33 87 Distinctive Ring 115 139 Distinctive Ring Numbers 26 Do not Disturb 56 Double flash 117 Double Flash time 74 DIMP 0 0 0 eee eee ee 139 DTMF Functions 119 FS
54. 3 San Jose Phone numbers assigned to 4 VoIP lines 280 283 4 phone numbers If someone in the New York office wants to reach someone in the Miami office they can dial one of the phone numbers associated to Miami 270 273 TalkSwitch will automatically find an available VoIP line then connect to the Miami location The TalkSwitch at the Miami location will handle the call according to the configuration in the Call Handling section for the VoIP lines 4 0 Using TalkSwitch 85 P 4 2 9 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 TalkSwitch determines if the call is a Distinctive Ring and detects any Caller ID information A parallel phone can barge in on any telephone call on any of TalkSwitch s Lines Making and receiving calls on phones connected in parallel with TalkSwitch Making Calls Make calls on parallel connected phones 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 TalkSw
55. D 5 ona ad a e EREA 18 UUME eese a eae Rs 18 Miscellaneous 005 71 Mode Switching 44 95 Modes cs04 io dpe tas 43 140 Monitor pecprss teners pea itane 140 IMUSI Geis 4 34 o4e sosa ede Wi gern elec EE eid 3 Music on hold 37 94 No answer at ext 56 58 60 Non detection of disconnect clear 74 Open Files etevacccaa pridie 18 Options errearen ea 20 68 PA yego tektites ioc RARO 3 Parallel phone 86 Park Orbit sedus ce kes eeaeea kee 82 Password on Call Back 63 66 PBX ooa 71 141 PBX extension length 71 Personal options 93 Placing calls on Hold 81 Placing Intercom calls 80 Play Auto Attendant 51 POWER 9d nde an 2 ES een ead 4 Power Interruptions 135 POWer Dala res nsedoaa 9 naceale aan wed 2 PROMPU icc eyed aisha ed e 141 Prompted Call Back 62 65 97 Quick Commands 119 Record Instructions 49 Recording Auto Attendant messages 45 Regulatory Information 123 Remote Extension mailboxes 91 Remote Extensions 33 57 Return Policy 131 Ring extensions only no Auto Attendant is played 51 PY poten dina uousnienacses 141 Routing options 55 Safety Precautions 123 Save t file lt 44445 04s snadeaaeaes 18 Save to TalkSwitch
56. E 113 Bob Ng 114 John Richards 115 Steve Mitchell 116 Mike O Brien 117 Dan Donelly 118 Joyce Reeves v Adjust Sequence Note The extensions that ring on incoming calls do not follow their respective Call Cascade settings First select a line to configure Then select the appropriate mode for which you want TalkSwitch to use these settings If you entered the phone number in the Telephone Lines section under System Information the number will appear on the corresponding button T 50 TalkSwitch User Manual 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 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 Sending Calls to voicemail without going to the auto attendant If you require a fall through sequence such as going to a voice mailbox after X rings set Auto Attendant 9 to answer calls after x number of rings and select
57. Fax Detection Minimum required time to detect a DTMF digit fao ms 7j Detect 1 tone CPC detection time 250 ms gt Jetection time 250 ms Starting RTP Port 6000 Ringback Control If certain extensions are ringing back after finishing a call then adjust this value Call terminated if hang up follows flash within 500 ms Line Impedance This value should only be changed if you understand the effect it will have on the system Line Impedance 900 ohm 2 gt 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 3 0 Configuring TalkSwitch 75 Maximum time The default setting of 65ms should be adequate for most environments In most problem 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 TalkSwitch sees 1113 because the 1 was echoed by the cell
58. 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 4 TalkSwitch User Manual 2 4 Plugging into the Back Panel 2 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 See section 3 1 for information about configuring TalkSwitch We recommend that you connect surge protectors between TalkSwitch and your telephone lines to protect against lightning damage 2 4 2 Attaching phones and other devices to TalkSwitch extension jacks You can connect any regular analog telephone cordless phone fax machine answering machine or 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 E8 just as you would if you were plugging them into
59. P compatible firewall NAT is detected on the LAN then this detection will be indicated in this section Click the Details button for more information 3 3 1 4 Telephone Lines This section tells TalkSwitch about the telephone lines 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 3 0 Configuring TalkSwitch _ Networked Networked 2 B Config TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Administration IP Configuration p VoIP Configuration Line 1 Activate line VoIP Lines Line Hunt Groups Line detected at initialization No Fax Information Phone numbers Local Extensions Main number 15551234 Remote Extensions es Extension Ring Groups IV Distinctive Ring 1 555 2345 On Hold Ringback Voicemail Distinctive Ring 2 Call Handling Call Back Call Bridge Telephone Company Services Options Check the box corresponding to the services currently active on this line F 3 Way Calling Conference F Transfer and Clear Centrex Plexar transfer F Cal
60. 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 Transter and Clear F Clear telephone line after call transferred F Clear VolP port after call transferred Transferring a caller to a Ring Group If the Ring Group is busy 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 Transferting from 4 home phone Use transfer pretix ae 2j Note This prefix replaces using Flash when transferring calls using a telephone in parallel with TalkSwitch Remote Transfer When transfering calls from a Remote Extension Allow screening of calls e Perform a blind transfer Transferring a caller to a Local Extension Remote Extension or Ring Group Here you can specify how transferred calls are handled if their target a local extension remote extension or ring group is busy or doesn t answer 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 Any changes made in this section affect the entire system Transfer and clear TalkSwitch has the ability to clear lines or VoIP
61. _ _ TalkSwitch DESKTOP PHONE SYSTEM Installation and User Guide TalkSwitch 48 CVA v3 10 Copyright Information Centrepoint Technologies Inc Copyright 2004 All Rights Reserved Reproduction adaptation or translation without prior written permission is prohibited except as allowed under 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 First Edition May 2004 Printed in Canada Table of Contents 1 0 Introduction to VoIP How does VoIP work eee eae i Does a VoIP call sound like a regular phone call 2 2 2 2 2 eee eee i If the power goes out does the VoIP network stay up 000020 0 ee ii What happens to VoIP if the IP network fails 2 0 00 c eee eee ee ii have a firewall and heard that it can prevent VoIP calls 005 ii Whats SIPS asia dates tie anced e Gaetan e Sea aang we see a iii What is a VPN Can a VPN help me carry data securly over the Inter
62. ade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group 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 4 0 Using TalkSwitch 3 0 Configuring TalkSwitch 55 F 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 Auto Attendant or keep ringing 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 9 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 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
63. alkSwitch configuration software These can include Palm Pilot Hot Sync TalkWorks digital camera software or others These programs tend to hold on to COM ports making them unavailable for other programs Problem am unable to configure TalkSwitch using a touchtone phone and the Keypad Commands Solution Try the following solutions in order until the problem is resolved e TalkSwitch cannot be configured using a phone that is sharing a line with it e If you are trying to configure TalkSwitch using an Out of Office phone you must first enter Command Mode Dial 7 at the auto attendant 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 is open you cannot configure TalkSwitch using touch tone keypad commands If the software is closed and you continue to get the prompt I m sorry TalkSwitch is currently being con Appendices 107 F figured Try rebooting TalkSwitch turn the power off and then back on Problems that may occur while using TalkSwitch s features The Auto Attendant Problem The Auto Attendant does not play when calls come in e Make sure you have recorded the Auto Attendant message e Check your C
64. alkSwitch 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 ral 140 TalkSwitch User Manual Network A group of two or more computer 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 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 load
65. all Handling settings for the Auto Attendant answers number of rings It may be that the number of rings is set too high e Check the mode TalkSwitch is currently running It is possible that you are in Mode 2 and have not configured TalkSwitch properly for this mode Check what you have programmed for Mode 2 in the Telephone Lines section of the TalkSwitch software under Call Handling e The line is not connected properly to TalkSwitch Check to see that the line light associated to the line is flickering If not try replacing the phone cord Problem The Auto Attendant message is broken up or very faint 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 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 The number of rings may be set too low Problem The Auto Attendant is transferring calls to the wrong extension e Verify the extension jacks your devi
66. aller 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 Caller 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 its 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
67. ansferred and the line released once the extension or mailbox number has been entered This feature can only be used when forwarding call to a Remote Extension or VolP location over 2 lines This feature cannot be used with 3 Way Calling or Centrex Transfer services 70 TalkSwitch User Manual 3 3 5 3 Miscellaneous All of the following options affect TalkSwitch as a system Adjust them according to your needs Config TalkSwitch System Configuration File View Tools Help Si About TalkSwitch N 5 System Information Caller in queue reminder Voicemail Play reminder tone to On extension when caller Call Handling queued C oft Call Back Call Bridge Options Call Back ring retum Audio Controls During Call Back Transfer Options number of rings before 6 rings v TalkSwitch hangs up Troubleshooting 7 If being used with another PBX TalkSwitch has the ability to be an Auto Attendant for other PBXs When doing this the PBX extension length needs to be specified PBX extension length not used xl Internal clock setting Obtain time information from CO Caller ID Internal Caller ID options roolneicon name and number v calls show Caller in queue reminder When a caller is in queue at an extension already in use a reminder tone is played at the extension to let them know they have a caller in their queue This option allows you to turn this function off Call Back ring return You can adjust
68. 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 Gf configured to perform specific actions dial voicemail direct 3 and 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 Attendant including Call Back dial 6 Call Bridge dial 80 88 9 retrieve voicemail dial 3 J and mailbox enter command mode to make system changes dial J All of these features can be password protected to eliminate system tampering from outside users 4 0 Using TalkSwitch 7 B 4 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 must then transfer the call For details on configuring TalkSwitch to ring specific extensions during inbound calls see section 3 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 4 2 In the Office Making and Receiving Calls 4 2 1 Making calls from a Local Extension Placing Intercom calls from one Local Extension to another Lo
69. anual that support QoS VoIP or prioritization One such inexpensive router for the small office market is the Linksys BEFSR81 It can be configured to provide prioritization of the voice traffic on the broadband connection to ensure that voice traffic gets through It also supports DHCP UPnP and VPN Pass Through TalkSwitch uses UPnP Universal Plug and Play to automatically configure port forwarding VoIP ports and receive updates whenever the WAN IP address changes so that it can properly update SIP messages 2 6 3 The Local Area Network ROUTER HUB SWITCH Lyt MODEM lt INTERNET OR PRIVATE IP NETWORK TALKSWITCH xDSL Cable Satellite etc To share voice and data properly your network requires an Ethernet switch A switch in effect isolates the Ethernet ports from each other and only passes through traffic intended for the device connected to that port which ensures that data traffic doesn t compete with voice traffic For example the Linksys BEFSR81 router has a built in 8 port switch which is perfect for a LAN supporting both TalkSwitch units and computers If you re not certain whether your equipment is an Ethernet switch contact the manufacturer 2 0 Installing TalkSwitch 3 onfi urin alkSwitc 3 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 la
70. arded the caller is put on hold by the telephone company central office switch rather than at TalkSwitch Therefore the caller 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 source to each j TalkSwitch unit 1 8 audio splitters are available at most electronics stores ad 4 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 3 to enter command mode then enter a password if necessary Next dial any of the following Quick Commands followed by the Ej sign Activate Mode 1 31 Activate Mode 2 32 Check Current Mode 3 0 Automatic Mode Switching using the Time Scheduler Use the configuration software 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 any time you switch modes manually TalkSwitch wi
71. ation Line 1 amp Assign VoIP Lines ee cres 3 3 1 6 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 Default setup Hunt Group 9 Hunt Group 81 Hunt Group 82 Hunt Group 83 Hunt Group 84 Hunt Group 88 selects any available telephone line selects telephone Line 1 selects telephone Line 2 selects telephone Line 3 selects telephone Line 4 selects any available VoIP line First select a Line Hunt Group then enter a useful name for identifying this hunt group elsewhere in the configuration software Under Set Line Hunt Group select the Line Type If you wish to use this hunt group 3 0 Configuring TalkSwitch 2 B for accessing telephone lines then select Phone Lines If you wish to use this hunt group for accessing VoIP lines then select VoIP Lines Config TalkSwitch System Configuration Eile View Tools Help oi About TalkSwitch System Information All Lines 9 Administration Line Hunt Group name lll Lines IP Configuration Hunt Group 81 VoIP Configuration SC SetiLine Hunt Group Telephone Lines Hunt Group 82 Line Type
72. audio device plugged into the back of TalkSwitch 1 When callers are put on hold at an extension TalkSwitch will not play 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 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 exten sion callers will hear your extension ringing 94 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 forw
73. ber Dials Remote Extensions associated with an external phone number x represents 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 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 Usually used only in systems connected to another PBX 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 directly also dial 400 series mailboxes Internal voicemail retrieval access x represents the Unit ID number 122 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 followed and retained for future reference before operatin
74. but it may cause echo during conversations 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 set this value to detect 2 tones VolP Ports The default SIP signalling port is 5060 If you need to choose another port then enter a value between 1024 and 16556 The starting RTP port for TalkSwitch is 6000 From this starting point TalkSwitch needs 4 ports for each TalkSwitch unit RTP ports are even numbered from the start port ie 6000 6002 6004 and 6006 are needed for the first TalkSwitch unit on a LAN and 6024 6026 6028 and 6030 would be used for the fourth unit E 76 TalkSwitch User Manual Usin TalkSwitch 4 1 In the Office Receiving Calls with or without the Auto Attendant 4 1 1 Receiving calls using the Auto Attendant If you don t have a receptionist 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 3 3 2 2 For details on configuring TalkSwitch to answer calls using Auto Attendants see section 3 3 2 3 When calls are
75. cade sequence the Ring Group owns the call It will not follow any other extensions options even if that extension is chosen in the Call Cascade sequence what you see in a Ring Group s Call Cascade sequence is exactly what you ll get onfig TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information 300 Sal a H Voicemail ini _ Configure Call Cascade for made Daytime 7 Call Handling 301 Support Modes p Name 300 Sales Auto Attendant Telephone Lines VoIP Lines Local Extensions Busy No Answer Answered Remote Extensions Call Back Call Bridge Options If extension is busy queue call 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 3 0 Configuring TalkSwitch 59 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 queue caller or hang up 2 No answer at ext routing options when all the extensions in the Ring Group do not answer after
76. cal 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 your 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 a ring cadence other than normal Intercom calls do not follow Call Cascade sequences of the extensions Call Cascade is only followed after a 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 for each extension Your extension can also be configured to Directly Access a specific line ie when a handset is picked up you will hear the Telephone Company dial tone 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 system features such as extensions or voicemail 4 2 2 Receiving calls at a Local Extension To receive calls at a Local Extension simply pi
77. cal ringers These phones are too much of a load for TalkSwitch and should not be used as an extension e Make sure the telephone cord you are using between the phone and TalkSwitch is working properly e Check to make sure the ringer is turned on for your phone Problem Extension s ring but there is no caller e This can occur when a caller hangs up after the Auto Attendant has begun to play In some areas the Telephone Company s disconnect clear signal is weak This is the reason the Auto Attendant may not pick up the disconnect signal right away when a caller hangs up Because the Auto Attendant will receive no response after playing its message the call will fall through to your settings for the User does not make a selection option associated with that Auto Attendant Appendices 11 m Problem When try to access voicemail hear a busy tone e Check your Direct Line Access settings on the Local Extensions screen under System Information of the configuration software If a Local Extension has been given Direct Access to your telephone lines you must first 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 ay same LAN Networked Problem can t reach an extension across the LAN e Make sure the other unit is connected to the LAN and powere
78. calls The TalkSwitch 48 CVA can be used in many different applications The most popu lar configurations are multi branch teleworker integration and service provider integration How does VoIP work Voce over IP or VoIP sends calls over the Internet or any Internet Protocol IP net work by converting voice traffic into data packets These packets are then routed over the IP network in the same way as other data reassembled at the point of arrival and then converted back to voice Does a VoIP call sound like a regular phone call Under the right conditions VoIP calls can sound as good or even better than regular phone calls Voice quality is affected by numerous issues including how it is com pressed for delivery over the Internet decompressed and how packets are processed A few steps can help ensure call quality 1 High speed connections on both ends of the call Good quality VoIP is not pos sible over a dial up modem connection To support more simultaneous VoIP calls a broadband connection is required Please visit our site at www talkswitch com voip voip_test php to determine what your Internet con nection can support 2 Choose the right CODEC for your location TalkSwitch supports 3 CODECs compression algorithms The default CODEC is G 729 which uses approxi mately 20Kbps bandwidth upstream and 20Kbps bandwidth downstream for each call G 729 provides very good call quality while minimizing bandwidth usage 1
79. 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 hangup hook to initiate a Double Flash do not try to initiate the second Flash too quickly or you may disconnect your caller Press and release the hangup hook once count to 2 then initiate the second Flash ral 116 TalkSwitch User Manual When would you use double flash 1 If TalkSwitch is connected to any other system service that uses Flash to acti vate 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 the first Flash places the caller on hold and the second Flash if pressed within 2 seconds tells TalkSwitch to pass a
80. ce mailboxes 0 00 cee eee eee 91 4 4 2 Retrieving Messages Accessing a Voice mailbox 91 4 4 3 Pager and Cell Phone notification n a aoaaa anana 93 A5 MusiconHold swaidaiiease acd tad r hadeea Enda ER aL RERA 94 4 6 Mode Switching Options 6 eee 95 4 7 Out of the Office Making Calls with Call Back and Call Bridge 96 4 7 Using Call Bridge 4 03 5 sees aaeyeh dae he eee 96 4 72 Using Galli Baek se era pg ious doped gd ook RE Ee eee PS 97 4 8 Upgrading the TalkSwitch Firmware 0 000 cece eee eee ee 99 Appendices Appendix A Help amp Troubleshooting 0 000 cece eee eee 05 Appendix B Using TalkSwitch with Telephone Company Calling Services 15 Appendix C Quick Commands and Touch Tone Functions 19 Appendix D Safety Precautions and Regulatory Information 23 Appendix E TalkSwitch One Year Warranty 0 0 00000 e ee eee ee 27 Appendix F Return Policy wk eee 31 Appendix G Specifications wk eee 33 Appendix H TalkSwitch and Power Interruptions o oo sasaaa aaua aaraa 35 Glossary sopies cee Rid doe ee eked ahs shee hee E EE E Yee dee 137 Indek Sh epee pophintedisancnnceacantinedeutied Grckognd gree EE E Gee aude das ba BS 145 Introduction to VolP The TalkSwitch 48 CVA is a hybrid PSTN VoIP phone system The addition of VoIP to the TalkSwitch product line adds the ability to use a broadband IP connection for voice
81. ces 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 the options pointing to the correct extensions F 108 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 the Music on Hold feature found on the On Hold Ringback tab in the System Information folder of the TalkSwitch software Problem Callers hear music and a beeping sound when put on hold at an extension e You have an audio device plugged into TalkSwitch but have not enabled the Music on Hold feature found on the On Hold Ringback tab in the System Information folder of the TalkSwitch software Problem Callers hear the One moment please message and then total silence when the Auto Attendant transfers their call to an extension e You have enabled the Music on Hold feature but have not attached an audio device to the MUSIC 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 the Music on Hold feature but ha
82. ck 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 3 or re routing the call to its Answer at ext Call Cascade options by pressing amp or hanging up 80 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 and 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 incoming caller press flash to place the first caller on hold then dial J9 or 37 and the extension number 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 4 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 callers on hold or in queue at your extension you can press
83. d 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 handset It will tell you immediately if a Unit ID number needs to assigned Follow the instruc tions accordingly You can dial 30079 at any time to check the Unit ID of the unit you are connected to See section 2 5 3 for more information 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 it to other TalkSwitch units on the LAN During this process you cannot listen to that particular Auto Attendant Try again in a few minutes Problem Calls are not always reaching my voicemail e In extreme cases when the system is in high use all channels across the LAN might be in use so calls cannot be transferred to extensions or voicemail If this situation appears to be happening frequently
84. d settings 99779 messages and password information 8 8 K 8 8 Active Mailboxes Cancel for a particular mailbox need to be 1m Jane Smin reset If you need to simply delete a Reset Checked O 112 Samantha Jones 1113 Bob Na password use the Voicemail 114John Richards n ae 1115 Steve Mitchell Manager located under Tools in the D116 Mike O Brien O 117 Dan Donelly menu bar Ma a meson 3 3 3 Call Handling 3 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 switched either manually or automatically with the use of Automatic Mode Switching Name the modes if desired The names will be displayed elsewhere in 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 3 0 Configuring TalkSwitch 43 onfig TalkSwitch System Configuration File View Tools Help Si About TalkSwitch System Information Voicemail Mode name Current mode Call Handling Mode 1 Daytime Mode 1 Mode 2 Night time C Mode 2 Number of modes Auto Attendant Telephone Lines V
85. d 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 98 TalkSwitch User Manual 4 8 Upgrading the TalkSwitch Software and Firmware We are continually looking for ways to enhance your communications capabilities When new features are added we want TalkSwitch users to have immediate access to the update TalkSwitch supports firmware updates for adding new features Because of this ability you can easily update your TalkSwitch by visiting our website at www talkswitch com support Step 1 Check current version To identify the appropriate update file you must first determine your TalkSwitch firmware and software versions You can find your TalkSwitch version numbers by selecting About from the Help menu in the configuration software 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 will take precedence over any instructions in this manual About TalkSwitch CENT T TalkSwitch Configuration Utility Version 3 04s Build 13 TalkSwitch Fir
86. der Both of these features can reduce your company expenses by reducing long distance costs Options In this folder advanced settings are configured including audio controls troubleshooting and various operating options Configuration considerations when connecting multiple units to a LAN ma Networked When 2 or more units are connected to a LAN and are set up 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 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 onfig TalkSwitch System Configuration File View Tools Help ei About TalkSwitch System Information TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Administration IP Configuration d VoIP Configuration Line 1 Talanhnane inae 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 Important m _ Anywhere in this manual where there are details specific to the use of TalkSwitch in a aJe networked configuration
87. e Internet connection TalkSwitch can automatically check for the current public IP address and substitute the private IP address with the public address so that VoIP traffic is properly routed through the NAT What is a SIP Proxy and Registrar SIP s basic architecture is client server in nature The main entities in the SIP server are the Proxy Redirect Server and the Registrar TalkSwitch 48 CVA has the SIP Server fully integrated for easy deployment and main tenance of your VoIP network If you are deploying a multi site configuration which can comprise of TalkSwitch 48 CVA units certified 3rd party gateways and certified 3rd party SIP phones then one TalkSwitch 48 CVA can act as the SIP Proxy and Registrar The other SIP end points will register with this TalkSwitch 48 CVA and all calls will be negotiated through this TalkSwitch 48 CVA E iv TalkSwitch User Manual When you first set up your VoIP device TalkSwitch 48 CVA gateway or phone it will register itself with the TalkSwitch 48 CVA that is configured as the SIP Server so that calls can be directed to your location When you initiate a VoIP call your device TalkSwitch 48 CVA gateway or phone will contact the TalkSwitch 48 CVA that is configured as the SIP Server to obtain the contact information for the destination you are trying to reach Once the informa tion is received the call is established directly between your location and the desti nation The SIP Server is
88. e 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 Appendices 119 F Touch tone features dialed from a Local Extension Command 1x1 1x8 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 EJ 1x1 1x8 EJ 2x1 2x8 EJ 4x0 4x9 63 63 1x1 1x8 63 32x1 2x8 E E 4x0 4x9 ooe lt flash gt 4 o Function performed Intercoms a Local Extension Dials a Remote Extension associated with an external phone number Speed dial for VolP calls TalkSwitch will hunt the VolP 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 local ext voice mailbox Dials into a remote ext voice mailbox Dials into a general ext voice mailbox Internal voicemail retrieval access GGE accesses the mailbox associ ated to that extension Completes a transfer and returns to internal dialtone External PA Access Notes x represents the Unit ID en x represents the Uni
89. e 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 sources 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 Techn
90. e USB port and cable and are not running Windows 2000 or XP on your PC then connect TalkSwitch to the PC using a USB cable Next pick up a phone connected to one of TalkSwitch s local extensions and dial 3 to enter command mode If you have an administrator password enabled enter the password Dial 91 then 7 to activate the USB connection Next turn TalkSwitch off then back on again to activate the USB drivers 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 making them unavailable for any other programs cable not provided 2 0 Installing TalkSwitch Networked 2 4 4 3 Connecting TalkSwitch to a LAN for local configuration Ifyou want to connect multiple TalkSwitch units to a LAN please see section 2 5 To connect TalkSwitch to a LAN for configuration purposes simply use the supplied Category 5 cable with RJ45 connectors on either end Connect TalkSwitch to the switch The top LED should light up to indicate a connection has been established with a switch or hub If you are running Windows XP please make sure you are not using Windows 98 compatibility mode Any time TalkSwitch is being configured it is locked so that no other computer or person using a phone can make configuration cha
91. e lights flashing on the front panel of TalkSwitch All line lights flashing simultaneously The Unit ID of this TalkSwitch is in con flict with another TalkSwitch unit on the same LAN Make sure you assign a dif ferent Unit ID to each TalkSwitch unit See section 2 5 3 for more information on changing a unit ID 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 TalkSwitch dealer Line 1 and 4 lights flashing simultaneously There is a voice mailbox error To fix the problem reboot TalkSwitch It will do a file system check and fix any prob lems encountered Line 3 and 4 lights flashing simultaneously Firmware not loaded or corrupted To fix the problem reload the TalkSwitch firmware Make sure you update with the last version you updated with Do not use an old version off the install CD if you have updated your system Line 1 and 4 then Line 2 and 3 lights flashing alternately System prompts not loaded or corrupted To fix the problem reload the TalkSwitch firmware Make sure you update with the last version you updated with Do not use an old ver sion off the install CD if you have updated your system F 106 TalkSwitch User Manual Problems that may occur during Configuration Problem am not able to Retrieve settings from my TalkSwitch So
92. e modem See section 3 3 1 4 for more details on configuring Direct Line Access 2 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 mono phono connector If you have more than one TalkSwitch connected to a LAN you will need to provide audio to 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 mono 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 2 4 4 Connecting TalkSwitch to a LAN and or PC There are currently 3 ways to connect to TalkSwitch for PC configuration Serial USB and over the LAN Ethernet port Serial Use a serial cable RS232 to connect TalkSwitch to an available Serial COM port on your PC USB Use a USB cable to connect TalkSwitch to an available USB port on your PC or USB hub USB not currently supported LAN Use the provided Ethernet cable to connect TalkSwitch to the LAN via your switch Internet The TalkSwitch 48 CVA will support remote configuration from a PC via IP from
93. e return this will allow us to expedite your refund 3 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 5 Ship the product prepaid and in its 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 information regarding their return policy do not return the product directly to Centrepoint Technologies Appendices 131 W 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
94. eT anere ninnaa aie 3 Erase Instructions 49 Extension Ring Groups 36 59 Extensions to ring on incoming call before Auto Attendant answers 51 External modem 87 Fax call is detected 47 Fax Information 30 Fax Machine 4 5 BOGS ace satis dt dele tae ces des 124 139 FIWA e erei ae ngne ta awe 139 Flash button 139 Flash Lengths 73 Front Panel songiocries nae odie od eee 2 General mailboxes 91 Greeting options 92 Home phone 139 How to use Call Bridge 67 96 Hunt Group Restriction 87 Hunt or Rollover 116 Hunt Rollover 27 TntereOi aij eee de p ied dares 140 Internal clock setting 72 Internal Voicemail System 90 LAN PORT cercana eais 3 TED Tights c4ictnc scence piyasa 2 Line Hunt Groups 29 Link button b reiris rei 140 Local Extensions 31 55 Local Extensions mailboxes 91 Make another call 96 Making and Receiving Calls 80 Manual call forwarding 88 Manual Mode Switching 95 Memory Usage 18 Memory Slot eregas tenre 4 Menu Items 05 17 Pileas t 2rd cyores ahi aoeaere be Heh abe sed 18 HEMP 2s s ccececra niaiteveaidadacans aane 19 SEU
95. ed voice mailbox If you want to use a local extension mailbox for informational purposes only and prevent callers from recording messages then check the Play announcement only box onfig TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Voicemail Local Ext Voicemail g 111 Jane Smi Remote Ext Voicemall IV Activate Voice Mailbox General Voicemail 112 Samarth i Global Settings I Play announcement only don t record any messages Call Handling Call Back Call Bridge WEED Pager and Remote Phone Notification Options i UR Reales Remote Phone Notification Pager Notification 115 Steve Mit V Activate Remote Phone Notification Remote phone number 1555 9999 Notification Settings Dial notification phone number using Hunt Group 9 v and letit ting up to 6 times 7 before aborting each attempt If attempt unsuccessful try again 3 more times with an interval of 5minutes v between attempts 116 Mike OB 117 Dan Don 118 Joyce Re 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 pager or location where you want to be notified Notification Settings Select Notification Settings to specify how you want TalkSwitch
96. egulatory 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 i 128 TalkSwitch User Manual To obtain Warranty service 1 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 Centrepoint Technologies 613 725 2980 Please have your model and serial number available when you call 2 Include a copy of your proof of purchase and a written explanation of the problem this will enable us to expedite your repair 3 Attach the shipping label to the exterior of the package 4 On the shipping label be sure to include the WRA number obtained from Centrepoint Technologies or your reseller 5 Ship the product prepaid to your reseller In the ca
97. ension does not answer after a specified number of rings Cascade options include forwarding calls to a Local Extension Remote Extension Extension Ring Group Voicemail Announcement or Auto Attendant keep ringing or hang 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 in this section 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 The play accept reject prompt option results in TalkSwitch saying This is call forward when the remote extension answers Selecting play caller s name first will have TalkSwitch prompt callers to announce their name When the call is answered at the extension TalkSwitch will announce the caller by playing the recorded name After hearing either message the Remote Extension can choose to accept the call by pressing FJ or reroute the call to the Call Cascade options on this tab by either hanging up or pressing J Routing options include forward
98. ephone 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 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 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 VoIP Voice over IP is a term used to describe the technology of taking voice and then applying algorithms to digitize compress and carry the data over an IP connection al 142 TalkSwitch User Manual Index Pou
99. er this usually means that you have an upstream bandwidth of approximately 380 Kbps Just because the service provider says that you have 380 Kbps upstream bandwidth does not mean that the full 380 Kbps is available at all times In fact a conservative approach is to estimate about half of the upstream bandwidth as being available In this case you could safely support 2 simultaneous G 711 calls or 4 simultaneous G 726 calls or 10 simultaneous G 729 calls These estimates do not factor in other data traffic on the network at the same time With additional traffic on the Internet or private IP network the number of simultaneous calls supported by the link is reduced For more information on VoIP calling see chapter 1 2 6 2 The Router NAT Firewall ROUTER H MODEM en INTERNET OR PRIVATE IP NETWORK xDSL Cable Satellite etc In a typical small office environment there are several computers connected to an Ethernet switch which is sometimes integrated into a router A router handles the connection between 2 or more IP networks Routers spend all their time looking at the destination IP addresses of the packets passing through and routing them accordingly In a network that shares both data and voice it is critical that the voice traffic has priority over the data packets Some routers support Quality of Service QoS functionality for such purposes These routers are typically identified as devices E 12 TalkSwitch User M
100. er Jf you have Direct Line Access enabled be sure to press flash before trying to access your mailbox If you have a line configured to go straight to voicemail dial 8 during the greeting to access messages from outside phones The first time you access your voicemail you will be prompted to set up your mailbox by assigning a password optional 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 them If you wish to have your name in the company directory you should always use the mailbox associated to its extension since the directory is related to the extension and its mailbox Once your mailbox has been setup and you access it through prompt instructions you may do the following Listen to messages press 1 If there are any messages in your mailbox you can access them by pressing 1 TalkSwitch will always start with new messages before playing back any older messages You can perform the following actions during or after the message Dial 1 Rewind 10 seconds Dial 11 Rewind to beginning of message Dial 3 Skip ahead 10 seconds Dial 33 Skip to end of message Dial 6 Forward the message with or without a note Dial 7 Delete message Dial 9 Save message Dial amp Back up one level Dial J Skip to next message This leaves new messages as new Change greeting
101. ervice 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 Miscellaneous page located under Options in the TalkSwitch software Using 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 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 signal by quickly depressing and releasing the telephone s hangup hook or hook switch Single Flash is pressing the Flash or Link button once You
102. ery 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 details on using Call Back If 7 is dialed TalkSwitch uses 7 to precede PBX extensions of another Centrex or PBX sys tem If TalkSwitch is not connected to another system 7 is inactive If TalkSwitch is connected to another PBX system see section 2 3 5 4 for more details If 80 88 or 9 is dialed If you press 80 88 or 9 at the Auto Attendant you 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 TalkSwitch User Manual Utilities for Auto Attendants Record Instructions Record Announced Message Instructions to record th Selecting this button displays a dialog box psec a a ma ooe showing the instructions on how to record Step 1 and playback an Auto Attendant using a Pick up an extension handset and dial to x 5 enter command mode If required enter the telephone No adjustments are required Administra
103. f any of the Local Extensions programmed to ring before the Auto Attendant answers 3 0 Configuring TalkSwitch 51 E 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 specify when particular extensions will ring up to 9 rings Remember that no calls will go to voicemail unless you first have an Auto Attendant answer 3 3 3 4 VoIP Lines This section deals with how TalkSwitch 48 CVA will handle incoming VoIP calls onfig TalkSwitch System Configuration File View Tools Help eH About TalkSwitch System Information TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Voicemail Call Handling Modes On an incoming call during mode Daytime 7 Auto Attendant Telephone Lines E Play Auto Attendant 2 X after 3 rings v mans Lines zz Local Extensions C Ring extensions only no Auto Attendant is played Remote Extensions Extension Ring Groups Call Back Call Bridge Options 111 Jane Smith 112 Samantha Jones 113 Bob Ng 114 John Richards 115 Steve Mitchell 116 Mike O B
104. figure 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 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 Call Bridge line access 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 key To enter a E in a dialing string you will need to dial EE for a 2 second pause dial Eo and fora EJ dial EEJ When you have completed the entire dial string dial EJ 64 TalkSwitch User Manual 3 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 4 7 2 2 Config TalkSwitch System Configuration BEE File View Tools Help gH About TalkSwitch System Information Voicemail IV Activate Prompted Call Back Call Handling a Call Back Call Bridge Number to call back 408 555 432
105. 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 4 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 one 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 4 0 Using TalkSwitch 81 E 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 complete the transfer and get internal dialtone The caller
106. fy Apply IP and DNS information Press this button to instantly apply the settings In the Public IP Address section Type of public IP address for Internet Connection Select dynamic if your public IP address is a dynamic IP address from your Internet Service Provider ISP If you are unsure if your connection is dynamic or static then leave this option set to dynamic When set to dynamic TalkSwitch checks your public IP address every 5 minutes If it changes TalkSwitch automatically updates its information so that VoIP calls are properly handled Current public IP address When dynamic has been selected for the public IP address type this entry shows the current public IP address and is not editable If the public IP address is static then you will need to enter it here Public IP address checker server name When dynamic has been selected for the public IP address type this entry shows the current server name for the IP checker utility If the public IP address type is static then no information is required 3 0 Configuring TalkSwitch 23 B 3 3 1 3 VoIP Configuration This section deals with configuring your TalkSwitch for VoIP Eile View Tools Help Si About TalkSwitch System Information Administration IP Configuration I This TalkSwitch location is the Proxy Registrar Telephone Lines ne ae a VoIP Lines Proxy Server Name 209 222 123 123 Line Hunt Groups Fax Informatio
107. g the equipment 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 in 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 TalkSwitch has been exposed to moisture e TalkSwitch does not appear to be operating properly or exhibits a marked change in performance Appendices 123 F 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
108. gineering Task Force IETF the body responsible for administering and develop ing the mechanisms that comprise the Internet The IETF s philosophy is one of simplicity specify only what you need to specify SIP is very much of this mould it just initiates terminates and modifies sessions This simplicity means that SIP scales it is extensible and it sits comfortably in different architectures and deployment scenarios What is a VPN Can a VPN help me to carry data securely over the Internet VPN stands for Virtual Private Network It is a means of having the advantages of a private network on a shared public infrastructure like the Internet A VPN provides security by using encryption decryption Using a process called tunneling private data is encrypted and then encapsulated before being sent across the network These packets of information are sent to their destination Only those with the correct pro tocol information are able to enter a company s network A VPN is very useful for providing employees with remote access to the company net work without compromising security Encryption can have a negative impact on the call quality as the overhead on the network connection is increased For example IPSec adds approximately 10 per cent overhead to VPN traffic What s the difference between a Public IP Address and a Private IP Address A Public IP Address is a globally unique number that identifies a device on the Interne
109. h 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 3 3 2 3 General Voicemail General Voicemail is similar to both Local and Remote Extension Voicemail If you want to use a general mailbox for informational purposes only and prevent callers from recording messages then check the Play announcement only box 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 pager or location where you want to be notified Notification Settings Select Notification Settings to specify how you want TalkSwitch to handle notification calls Pager Notification Use Pager Notification if you want to be notified by pager when new messages 40 TalkSwitch User Manual arrive Simply activate the feature then enter the pager phone number and the numeric message to be displayed on the pager onfig TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Voicemail Local Ext Voicemail Remote Ext Voicemail ly WV Activate Voice Mailbox Gi Voicemail 7 Global Settings Call Handling 412 Call Back Call Bridge Options 413 M Play announcement only don t record any messages Remote Phone Notif
110. he Call Cascade settings of any of the Local Extensions programmed to ring before the Auto Attendant answers 3 0 Configuring TalkSwitch 53 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 If the 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 you can speci fy when particular extensions will ring up to 9 rings Remember that no calls will go to voicemail unless you first have an Auto Attendant answer 54 TalkSwitch User Manual 3 3 3 5 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 that extension is chosen in the Cascade sequence what you see in an extension s Cascade sequence is exactly what you ll get You can set up the Call Cascade sequences differently for both scheduling modes the
111. he system for networked use TalkSwitch has been designed to operate optimally when in a networked state Here are a few items that have been designed for better network use Configuration Settings All units are cloned with identical settings In the event that a unit has disappeared off the network adapter unplugged LAN connection disconnected LAN failure etc the system can still handle the calls since it retains the configuration settings of the missing unit 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 from This avoids using a line across the LAN on another unit which helps to minimize the LAN traffic and optimizes the opportunity for all inbound calls to connect across the LAN if required Auto Attendants There are a total of 9 Auto Attendants that are shared by all units on the LAN When an Auto Attendant is recorded on any unit it is then automatically copied to all other units on the LAN This design minimizes LAN traffic and also provides functionality back up in case a unit or units have disappeared off the network adapter unplugged LAN connection disconnected LAN failure etc In thi
112. hould already be filled with the correct information If there is no DHCP server present the following fields need to be filled in if you plan on using the VoIP capabilites of the TalkSwitch 48 CVA Box X IP Address Assign an available static IP address to each TalkSwitch unit If you use a DHCP server you need to reserve an IP address for each TalkSwitch unit To reserve an IP address you will need the MAC address of each unit See the begining of section 3 3 for details on checking the MAC address Subnet Mask Enter the subnet mask for the LAN If you have a DHCP server running then this information will automatically be obtained 22 TalkSwitch User Manual Default Gateway Enter the IP address of the gateway on your network A gateway is a hardware device such as a router NAT that connects the office network to the Internet The gateway allows you to share a DSL cable modem or other Internet connection with all of the computers and IP devices in your office network Preferred DNS Server Enter the preferred DNS server IP address This is also known as the primary DNS server DNS is a service that maintains information about a portion of the Domain Name System DNS database and responds to DNS queries for resolving a domain name to an IP address For more information about DNS see chapter one Alternate DNS Server Enter the alternate DNS server IP address This is also known as the secondary DNS server Veri
113. ication Pager Notification 414 r 415 416 417 418 419 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 system voice mailboxes Global Message Waiting Indicator This option can be useful if you use only a limited number of voice mailbox es 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 this light will return to the default state of being on solid 3 0 Configuring TalkSwitch 41 onfig TalkSwitch System Configuration File View Tools Help Si About TalkSwitch System Information Voicemail Local Ext Voicemail Global Message Waiting Indicator te t Voi il 5 A Rendbe Esk ace y Slowly pulse the Power Data light to indicate a new message has been General Voicemail left in any voicemail box
114. ich 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 3 3 4 1 Auto Call Back 2 Config TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information TalkSwitch Voicemail Call Handling Call Back 1 Call Back Call Bridge Activate Auto Call Back 1 epee Prompted Call Back a Number to callback 408 555 6789 Vv Use Announced Message Call Bridge Call Back 3 Options F Use dialing prefix ERS Number used to __ trigger Auto CallBack 555 4343 M Use password on Call Back Allow Call Bridge Use 4 8 digits Password 12345 Hunt Group Access J 62 TalkSwitch User Manual There are 4 Auto Call Back numbers that can be configured Choose an Auto Call Back to configure and then activate it Number to call back Enter the Call Back number This ph
115. ing 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 This saves you the hassle of having to 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 EJ key To enter a ina dialing string you will need to dial E3 EJ for a 2 second pause dial EO and for a EJ dial EJE3 When you have completed the entire dial string 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 Use Announced message As was described in the Auto Call Back section this option is recommended if the number TalkSwitch will be calling back is 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 plays 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 The Announced Message can be recorded locally using an extension handset or remotely by accessing Call Back from
116. ing calls to a Local Extension Remote Extension Extension Ring Group Voicemail Announcement Auto Attendant or hang up If you select stay connected the Call Cascade options are greyed out TalkSwitch can only control forwarded calls when prompting is enabled Also if you use one of the prompted methods for this Remote Extension and you 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 58 TalkSwitch User Manual 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 3 3 3 7 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 Cas
117. ing 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 Glossary 14 T RJ 14 Registered Jacks 14 is a technical term for a telephone jack that looks similar to the standard RJ 11 However 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 Windo
118. ing 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 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 depressing 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 Modes A T
119. io signal if you wish to use the TalkSwitch 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 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 and Internet and support VoIP calls If you have 2 3 or more TalkSwitch 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 the ethernet link is synchronized with a switch or hub The middle LED is on when data is being received and the bottom LED is on when data is being transmitted E1 E8 Plug in any analog device that uses a standard RJ 11 telephone jack such as telephones fax machines inter nal or external PC modems etc TalkSwitch identifies the extensions as 1x1 to 1x8 x represents the unit ID 2 0 Installing TalkSwitch B L1 12 L2 L3 L4 L4 USB SERIAL MEMORY SLOT POWER number assigned to that TalkSwitch unit By default all TalkSwitch units are shipped with a unit ID of 1 Th
120. ion is not the Proxy Server then enter the IP address or domain name associated to the Proxy Server Registrar Server Location If this location is acting as the Registrar Server then this information will be automatically filled in If this location is not the Registrar Server then enter the IP address or domain name associated to the Registrar Server If a TalkSwitch 48 CVA is acting as the Server then both the Proxy Server Location and Registrar Server Location fields should have the same information Realm Enter the Realm information if required for authentication with a 3rd party SIP Server Realm information is not required for TalkSwitch registration Group Name If this location is the Proxy Registrar and you have enabled authentication then assign a group name to this unit If this unit is not the Proxy Registrar then it must have the same group name filled in if authentication is required from the Proxy Registrar Server Password If this location is the Proxy Registrar and you have enabled authentication then assign a password to this unit If this unit is not the Proxy Registrar then it must have the same password filled in if authentication is required from the Proxy Registrar Server In the Firewall NAT Traversal section TalkSwitch supports UPnP Universal Plug n Play to facilitate firewall NAT traversal by automatically mapping ports to itself and keeping track of the public IP address If a UPn
121. is means the extensions are 111 to 118 A TalkSwitch with unit ID 2 would have extensions 121 to 128 For details on setting up 2 or more units on a LAN to operate as networked units please see section 2 5 This is where you plug in your RJ 11 telephone lines 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 Use the USB port if your PC supports USB connectivity If you use the USB port you can t use the serial port simul taneously USB to be supported in next release Attach a serial cable RS232 to connect TalkSwitch to your PC Located on side of box used to expand internal memory for Voicemail and Auto Attendant messages TalkSwitch Memory cards can be purchased from your local TalkSwitch reseller or from www talkswitch com Simply place the memory card in the slot and TalkSwitch will automatically detect and start using the extra memory within 20 seconds Plug the supplied AC Power Adapter in here Rating 16VAC 1 5 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 7391 EJ from an extension then reset TalkSwitch by turning it off and then on again To return to Serial connection dial 3903 and reset TalkSwitch No commands are required to use the LAN connection The PF box in between E4 and L1
122. is sharing the line with TalkSwitch Line 2 On Solid Line 2 is currently in use Pulsing Slowly Line 2 caller is on hold Flickering Line 2 is ringing Quick Pulse Line 2 is engaged by a device that is sharing the line with TalkSwitch Power Data On Solid TalkSwitch is powered on Flickering The PC connected via Serial or USB to TalkSwitch is either sending or retrieving information from TalkSwitch Pulsing Slowly Global Message Waiting Indicator optional Line 3 On Solid Line 3 is currently in use Pulsing Slowly Line 3 caller is on hold Flickering Line 3 is ringing Quick Pulse Line 3 is engaged by a device that is sharing the line with TalkSwitch Line 4 On Solid Line 4 is currently in use Pulsing Slowly Line 4 caller is on hold Flickering Line 4 is ringing Quick Pulse Line 4 is engaged by a device that is sharing the line with TalkSwitch For more details on line LED error codes see Troubleshooting Appendix A 2 TalkSwitch User Manual 2 3 Back Panel Descriptions TalkSwitch 48 CVA Before connecting all your phones and lines to TalkSwitch you may want to pro ceed with configuring the unit first See section 3 1 This will minimize the dis ruption time for your telephone lines while setting up the system E5 L3 L4 E6 E7 20 aROOR HA Gio MUSIC PA E1 SERIAL POWER Jacks Ports What to plug in MUSIC Plug in a radio CD player PC soundcard or any other device that emits an aud
123. itch 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 EJE 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 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 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 phone 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
124. itch Voicemail System Each TalkSwitch unit comes with approximately 30 minutes of voicemail recording capacity shared with Auto Attendant greetings This capacity can be increased with the addition of TalkSwitch memory cards You can add another 1 2 1 2 or 4 5 hours of storage to each unit Contact your TalkSwitch dealer 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 making it fully functional 90 TalkSwitch User Manual 4 4 1 Activating Voice mailboxes A Voice mailbox is activated in 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 a 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 after x number of rings then you need to program an Auto Attendant to answer first and then provide a fall thr
125. kSwitch Line Controls These controls affect the volume of conversations through lines to extensions Line 2 Default gt Line 4 Default Line 1 Default zj v Line 3 Default Extension Controls Troubleshooting These controls adjust the volume level heard at each extension Ext 111 Defaut v Ext 112 Defaut gt Ext 113 Default v Ext 114 Defaut gt Ext 115 Defaut v Ext 116 Defaut v Ext 117 Defaut v Ext 118 Default v VolP Codec Selection These controls adjust the playback level for all system prompts auto attendant greetings voicemail greetings and announcements M G 729 M G 726 M G 711u A Prefered Codec G 729 Supported Codecs Line Controls 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 E 68 TalkSwitch User Manual 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 These controls only affect the volume heard by the caller Extension Controls These controls can be used to increase or decrease the volume level of calls and system prompts hea
126. l Waiting Caller 1D F Telephone company Voicemail Hunt Rollover Busy Forwarding If networked you will need to configure the options for all the units At the top of the window select the tab for each TalkSwitch units labeled TalkSwitch 1 TalkSwitch 2 etc and follow the instructions below 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 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 on how TalkSwitch handles calls For definitions and further details on how to use these features with TalkSwitch see Appendix B 26 TalkSwitch User Manual 3 Way Calling Conference TalkSwitch can work with either service t
127. lephone 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 80 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 80 4 2 8 Making and receiving calls using VoIP TalkSwitch CVA supports inter branch connectivity via PSTN and VoIP Once properly configured calls can be made between locations using VoIP with broadband connections TalkSwitch has 50 VoIP location codes 250 299 that can be assigned to any VoIP line These location codes can be dialed from any extension or auto attendant TalkSwitch automatically hunts the VoIP ports for placing these calls Other calls can be made over VoIP by dialing hunt group 88 first confirm VoIP lines are active in this hunt group Dialing 88 at internal dialtone tells TalkSwitch to hunt all VoIP lines for an available line In order to reach a remote location a VoIP phone number needs to be assigned to the VoIP line you intend to call Example You have 3 branch locations New York Miami San Jose all with TalkSwitch CVA units Location 1 New York Phone numbers assigned to 4 VoIP lines 250 261 16 phone numbers Location 2 Miami Phone numbers assigned to 4 VoIP lines 270 273 4 phone numbers Location
128. ll Handling when using Call Bridge Call Back or Call forwarding Call Back Call Bridge TalkSwitch can clear the line after a period of silence Options Maximum length 3 Disconnect on silence after 2 min X Audio Controls E Trane Onons Transmitted Flash length Auto Attendant Adjustments Miscellaneous 7 Time allowed for pressing another digit after first pressing 1 akak Double Flash time 2 or 3 at the Auto Attendant Setting this value to immediate Time between two flashes means that callers will not be able to directly dial a Local to signify a propagated 1 20 sec Extension Remote Extension or Ring Group flash at the CO TN Single digit fall through time 1 50 sec v 3 Way Calling wait time Minimum length Ring Patterns Time required between gt en l flash hook and cial sting 1250 see _ Check Ring Pattern 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 accepting a Flash signal at a Local Extension is between 200 ms and 800 ms Most phones emit a 600 ms Flash signal when the Flash or Link button is pressed Transmitted Flash Length This option controls the transmitted Flash length from TalkSwitch to the Telephone Company lines TalkSwitch emits a Flash when forwarding or
129. ll automatically switch to the proper mode during the next scheduled mode change 4 0 Using TalkSwitch 95 4 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 office telephone line s 4 7 1 Using Call Bridge Call Bridge allows you to place calls using your office telephone lines when you are not in the office You can make a call to TalkSwitch access a telephone line connected to TalkSwitch and enter the number you want to dial This is especially useful when you are out of the office with your cell phone and need to dial a long distance number To avoid long distance cell rates all you need to do is make the local call to TalkSwitch to access Call Bridge then make the long distance call accessing your office savings plan How to use Call Bridge Dial into one of TalkSwitch s Lines When the Auto Attendant answers select a Hunt Group 81 88 or 9 or Same Line Connect 80 You 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
130. lution Try the following solutions in order until the problem is resolved e Ensure TalkSwitch is turned on and plugged into a working power outlet Then select Retrieve settings under the File menu in the configuration software e Make sure the serial or USB cable connecting TalkSwitch and your PC is securely attached to the ports Select Retrieve settings under the File menu in the configuration software USB is not currently not supported future release Confirm that TalkSwitch is set to use the proper port For USB dial 3 9 1 Ej at a Local Extension then listen for the prompt Accepted Next reboot TalkSwitch turn the power off and then back on For Serial dial J 9 0 at a Local Extension and listen for the prompt Accepted Next reboot TalkSwitch e From the Control Center section of the TalkSwitch software choose PC Connection and then select COM Port Ensure that the configuration sofware is using the correct port to communicate with TalkSwitch Then select Retrieve settings under the File menu in the configuration software e Try rebooting TalkSwitch turn the power off and then back on Then select Retrieve settings under the File menu in the configuration software This will often correct any miscommunication that may have occurred between TalkSwitch and your PC e Make sure you do not have any communications programs running at the same time you want to use the T
131. mation Local Extensions Remote Extensions Extension Ring Groups Voicemail Call Handling Call Back Call Bridge Options 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 Transfer Settings Select whether you would like callers to hear ringing or if you have a music source connected music while they are being transferred 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 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 have more than one unit connected to the LAN you will need to provide a music source to all units with lines connected A 1 8 audio splitter can usually be obtained at most electronics stores 3 0 Configuring TalkSwitch 3 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 to change global Networked settings to the voicemail system For details on how to use voicemail see section 3 4 e am eee 3 3 2 1 Local Extension Voicemail By default all Local Extensions are activated with an associat
132. mber 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 J and password if required 049 3 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 you don t answer a call 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 See the previous section for details on configuring Auto Attendants Note if you call 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 voicemail or dial extensions 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 t
133. mware Version 3 04f Build 2 Copyright C 2004 Centrepoint Technologies Email Centrepoint Support Centre 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 exe and saving it on your Desktop Once the download is complete you can begin your upgrade by double clicking on the install file or using 4 0 Using TalkSwitch 99 P the Run option on your Windows Start menu A series of windows 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 Updating the firmware The final step in the upgrade process is to update the firmware Follow the instructions listed on the website carefully for performing the update The actual update process will take approximately 1 to 5 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 the update If you have 2 or more units netwo
134. n Registrar Server Name 209 222 123 123 Local Extensions TalkSwitch Profile Realm Remote Extensions Extension Ring Groups On Hold Ringback Voicemail Password Group Name Call Handling Call Back Call Bridge Options In the TalkSwitch Profile section TalkSwitch has a built in SIP Server Proxy Registrar Redirect server This facilitates the configuration and maintenance for multi branch and teleworker applications One location needs to be assigned as the SIP Server so that it can manage call requests between VoIP locations and the other locations need to register with the SIP Server location To facilitate calling between TalkSwitch locations we recommend that you use TalkSwitch location codes 250 299 as phone numbers for each of your VoIP Lines Ensure no duplicate numbers are assigned between any 2 locations This TalkSwitch location is the Proxy Registrar If this location is going to be the Proxy Registrar Server then check this box When enabled and other SIP devices are registered with this system then any calls made within the group contact this device to resolve the destination location Once the destination is resolved the call is made directly from the source location to the destination location 24 TalkSwitch User Manual Proxy Server Location If this location is acting as the Proxy Server then this information will be automatically filled in If this locat
135. n one or more lines to compensate for high loss lines Take note that if these controls are set improperly and your lines are problematic you may hear an echo when calls are made across the LAN Problems that may occur with VoIP Problem hear re order tone when try to dial a VoIP location e Confirm the number dialed is actually part of the VoIP group ie registered with the same Proxy Registrar server as your TalkSwitch CVA SIP gateway or SIP phone is registered with e Check that TalkSwitch has all proper settings in the IP Configuration and VoIP Configuration pages e Contact Centrepoint Technologies for help at 888 332 9322 Problem Callers complain the sound is distorted or choppy e Your broadband connection may not have enough upstream bandwidth to support too many simultaneous VoIP calls In the Options section under Audio Controls you may need to disable the G 711 and G 726 codecs and only use G 729 e You may have too much data traffic on your Internet connection at the same time you are trying to make voice calls We suggest that you use a router that supports QoS Quality of Service for VoIP For more VoIP information visit our support section at www talkswitch com support Appendices 113 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 C
136. nd Sign 137 Star Asterisk Sign 137 3 Way Calling 0 27 3 Way Calling wait time 74 3 Way Calling Conference 116 137 3 Way Conference Call 137 6 RJ 11 Telephone Cable 1 About TalkSwitch 19 AC Power Adapter 1 Accepting the Call Back 98 Accessing a Voice mailbox 91 Activate the Auto Attendant 96 Activating Call Back 97 Adjust Sequence 52 Allow Call Bridge 64 66 Analog eee eee eee eee 137 Announced Message 63 66 Answer at ext 56 58 60 Attach a Modem Attaching phones 5 Attaching telephone lines 5 Audio output options 72 Auto Attendant 44 Auto Attendant Message 49 137 Auto Call Back 61 62 98 Automatic call forwarding 87 Automatic Mode Switching 43 95 Back Panel 2 5 scschcisasidace was ienien 3 Busy at extension 55 58 60 Call Back 2 2 2 0 0 0 eee eee 137 Call Back Call Bridge 60 Call Back Call Bridge Settings 19 Call Back ring return 71 Call Bridge o on 67 137 Call Cascade 55 56 57 Call Forward 59 137 Call Forwarding 87 Call Handling 19 43 Call Hold and Flash
137. net iii What s the difference between a Public and a Private IP address iii What is NAT and how does it affect VolP 0 0 ee eee iv What s the difference between a Static and a Dynamic IP address iv What is a SIP proxy and registrar 2 2 0 ii derini errn iv Whatissdynami DNS 2 c05c38e4nbteeed eaddiwd n a hentia ed v What is the drawback of dynamic DNS 2 0 2 ee eee v How often will my Public IP address change 0 0000 ce aaa v What isa por NUMb rg serrer eieo oa be ws e e E RA ii ati vi 2 0 Installing TalkSwitch 2 1 What s included with TalkSwitch 2 2 2 2 cece ee eee 2 2 Front Panel Des riptions serres iteuk toe bed ak Per eee eed ae eee ad 2 2 9 Back Panel Descriptions sis aaues t a Rasone ease Ae wala Gels EAER i 3 The TalkSwitch 48 CVA 2 2 2 eee 3 2 4 Plugging into the Back Panel 0 0 ce eect eee 5 2 4 1 Attaching telephone lines to TalkSwitch line jacks 5 2 4 2 Attaching phones and other analog devices to TalkSwitch extension jacks nnna nananana 0000 eee eee 5 2 4 3 Connecting Devices to the Music and PA Jacks 6 2 4 4 Connecting TalkSwitch toa PC ww ee 6 2 4 4 1 Serial connection 00000 cee eee ee 7 2 44 2 USB connection xss cs052c ead tlde es oes Re Sos 7 2 4 4 3 LAN connection 0 20 ce eee eee eee 8 2 5 Using 2 or more TalkSwitch units on a LAN 0 22 ee 8 2 5 1 Connecting 2 or more TalkS
138. nformation Appendix E TalkSwitch One Year Warranty Appendix F Return Policy Appendix G Specifications Appendix H TalkSwitch and Power Interruptions 3 0 Appendices 103 J Appendix A Help amp Troubleshooting If you are having problems with the configuration or operation of TalkSwitch please check this section If you don t find the solution to your problem here try checking the FAQ section located in the Support area at our website www talkswitch com support If you cannot resolve your problem and require further assistance you can do one of the following 1 Contact your TalkSwitch dealer 2 Contact our Customer Support department by e mail help talkswitch com 3 Call a Technical Support Specialist at Centrepoint Technologies 613 725 2980 weekdays 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 c Your date of purchase d The number of telephone lines that you have connected to TalkSwitch e The telephone company services that you are using with TalkSwitch f Your PC s operating system e g Windows 95 98 ME 2000 etc Troubleshooting This section of the manual is designed to help you quickly resolve problems with TalkSwitch The problems are organized in the following manner 1 Problems that can occur when installing the configuration sof
139. nges at the same time If you leave the software open for longer than 1 hour TalkSwitch will automatically unlock itself to allow configuration changes 2 5 Using 2 or more TalkSwitch units on a LAN Jf you have only one TalkSwitch unit ignore this section and proceed to Section 3 2 5 1 Connecting 2 or more TalkSwitch units to a LAN We recommend integrating your phone system into your existing LAN with an Ethernet switch A switch provides direct communication between TalkSwitch units thus keeping the TalkSwitch voice over LAN data isolated from other data on the network For example the Linksys BEFSR81 EtherFast Cable DSL Router with 8 Port Switch is a solution that supports prioritization of traffic at an affordable price Connect up to four TalkSwitch units 2 are shown on the following page to the LAN switch or switched hub E 8 TalkSwitch User Manual 2 5 2 Setting the Unit ID for the first time When TalkSwitch 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 have the same Unit ID number then there will be a conflict TalkSwitch identifies this conflict by flashing all the Line lights 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 t
140. o 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 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 to configure TalkSwitch since it does not use the TCP IP protocol for voice traffic over the LAN IP configuration is however required once the system has been configured 2 5 3 Changing the Unit ID If you need to change the Unit ID of any TalkSwitch system you can first press FJ from a Local Extension to enter command mode enter a password if necessary then dial 0 OF 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 2 0 Installing TalkSwitch i Unit ID Touch Tone Command 1 013 2 0269 3 03E3 4 0469 2 5 4 Unit IDs and how they affect system extension numbers When more than one TalkSwitch is connected to a LAN and they operate in networked mode the extensions and voicemail have different numbers based on the Unit ID assigned to the TalkSwitch unit they belong to The extensions and voice mailboxes affected by the new numbering system are listed in the following table
141. o 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 volume levels when forwarding calls to Remote Extensions or using Call Bridge you should use 3 way calling to forward calls as a solu tion 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 when TalkSwitch attempts to forward their call to the Remote Extension Call Waiting Caller ID Check this box if you have Call Waiting service on the current line It is strongly recommended that you remove this service from your line s since there is no way for TalkSwitch to answer a second call on the same line while it is handling the first call You may instead want to consider adding the Hunt Rollover service to your lines Check this box if the current line provides Caller ID information TalkSwitch will pass along the Caller ID information to the selected extensions Also TalkSwitch can use the time information provided by Caller ID to update TalkSwitch s internal clock see section 3 3 5 4 Telephone Company Voicemail Check thi
142. oIP Lines M Use Automatic Mode Switching Local Extensions Remote Extensions Extension Ring Groups Call Back Call Bridge Monday Options Tuesday Continuously run z Wednesday Switch modes depending upon time Friday July 09 2004 4 19 31 PM Thursday At 9 00 004M run Daytime Friday At 5 00 00 PM run Nighttime Saturday M At Sunday I At 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 E 9 to confirm 31 Changes TalkSwitch to mode 1 32 Changes TalkSwitch to mode 2 30 TalkSwitch tells you what mode it currently is using 3 3 3 2 Auto Attendant The Auto Attendant greets callers and tells them which number s they should press on their telephone keypad to reach a particular extension person message or department Callers can also directly dial Local Extensions 1xx Remote Extensions 2xx Extension Ring Groups 300 309 Voicemail to 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 amp first This can be useful for providing virtual extensions associated to a
143. ohn Ca 212 Davey Jo Play announcement only don t record any messages Remote Phone Notification Pager Notification 215 Steve Su IV Activate Pager Notification 216 es Pager phone number 555 9898 217 Numeric message 1211 218 Dial notification phone number using Hunt Group9 v and letit ringupto 6 times v before aborting each attempt If attempt unsuccessful try again 3 more times with an interval of 5 minutes v between attempts 3 0 Configuring TalkSwitch 39 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 pager or location where you want to be notified Notification Settings Select Notification Settings to specify how you want TalkSwitch to handle notification calls 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 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 TalkSwitc
144. ologies 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 regulations The original end user purchaser s sole and exclusively remedy hereunder shall be limited to repair or replacement specified herein Appendices 127 T 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 R
145. on to ring a par ticular extension as opposed to 3 digits go to remote ext You can provide a single digit option to ring a particu lar remote extension as opposed to 3 digits go to ring group you can provide a single digit option to ring an exten sion 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 Similar to Uniform Call Distribution this directs calls to a group of extensions and keeps callers on hold until a member of the ring group is free to take the call play announcement Announcements are useful for providing directions business hours or other information You can inform callers that they can press 3 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 Note TalkSwitch waits 1 5 seconds after your caller inputs a digit for another digit to follow it If another digit is not received then TalkSwitch will follow the action set for the single digit This allows caller to use for instance both 1 for the auto atten dant o
146. one 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 Enter the dialing prefix including any required pauses or feature keys such as J or 3 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 This saves you the hassle of having to enter the same prefix every time you want to set up an Auto Call Back phone number Number used to trigger Auto Call Back Select the line phone number that you will be dialing when out of the office 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 secu
147. onnector 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 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 ral 138 TalkSwitch User Manual sine waves that can be heard by human Extensions jacks located on the back ears panel of your TalkSwitch Digitize Extension Remote To translate into a digital form For example optical scanners digitize images by translating them into bit maps It is also possible to digitize sound video and FCC 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 A call forwarding number that can be any telephone number in any location Federal Communications Commission The FCC is the United States federal regulatory agency responsible for
148. orwarding information Options r J Remote phone number 1555 8888 Connect using Hunt Group 9 F Use Same Line Connect Remote phone number Enter the phone number of the Remote Extension note no specific prefixes are required other than area codes for long distance calls 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 FJ and Last Name First Name Enter the first and last name of the person associated to the extension The last name is required if the person is to be included in the Dial by Name directory listing used by the Auto Attendant The person using that extension must also record their name for the directory following the instructions listed below the name fields Connect using Select the Line Hunt Group that TalkSwitch will use to connect the Remote Extension This is advantageous if you have an inexpensive long distance plan set up for the lines in Hunt Group 84 you may want to use this Hunt Group for your long distance Remote Extensions 34 TalkSwitch User Manual 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 can only be used when the
149. ough to voicemail See section 3 3 3 3 for an example of this configuration Callers can reach voicemail or announcements via the Auto Attendant Call Cascade or they can be transferred from a Local Extension To leave a message from a local extension they can pick up a Local Extension and dial 9 and the mailbox number To transfer a caller to voicemail press flash then EJ and the mailbox number When a caller presses 7 after leaving a message or after 2 minutes has elapsed TalkSwitch will play a prompt asking callers if they wish to keep the message listen to the message or record a new message Callers can also press 0 and the system will direct the call according to the setting of the Auto Attendant that transfered the call originally 4 4 2 Retrieving Messages Accessing a Voicemail box 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 the phone if the phone supports FSK Message Waiting Indicator 4 0 Using TalkSwitch 91 E To access a mailbox to retrieve messages or to change mailbox options dial 3 amp 3 EJ from a Local Extension or 3 Jand the mailbox number at the Auto Attendant if dialing from an outside location or a local extension Local extensions can also transfer internal calls to voicemail by pressing flash then dialing 3 J and the mailbox numb
150. password field and click Ok If the administrator forgets the password the only option to gain access to the configuration settings is to contact Centrepoint Technologies Technical Support 3 0 Configuring TalkSwitch 2 B 3 3 1 2 IP Configuration In order for the TalkSwitch 48 CVA to function properly an IP address and other pertinent information is required Config TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information Administration Obtain IP and DNS information automatically Use the following IP and DNS information VoIP Configuration Telephone Lines Box 1 IP Address 192 168 1 102 Subnet mask 255 255 255 Kabak Box 2IP Address 192 168 1 103 Default Gateway 192 168 1 Line Hunt Groups Fax Information Box 3IP Address 192 168 1 105 Prefered DNS Server 192 168 1 cal ee Box 4IP Address 192 168 1 104 AltemateDNS Sever 0 0 0 0 Remote Extensions Extension Ring Groups On Hold Ringback Voicemail Call Handling Call Back Call Bridge Public IP Address Options System IP Settings Type of public IP for Intemet Connection dynamic v Current public IP address Public IP address checker server name www talkswitch com Fully Qualified Domain Name mytalkswitch dyndns org In the System IP Settings section If you have a DHCP server and your TalkSwitch unit s are connected to the LAN then all fields s
151. ports after a call has been transferred Ensure you have this service feature activated on your line s or VoIP device Transferring from a Home phone You can transfer a call from a phone connected in parallel to one of the incoming TalkSwitch lines your home phone for instance if you have a home based business to a Local or Remote Extension Extension Ring Group an Announcement or a Voicemail box This section allows you to choose which transfer prefix you would like to use to perform the action The transfer prefix wakes up TalkSwitch and can be considered the equivalent of the Flash or Link action at a Local Extension By default the prefix is BO 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 3 J wait for the double beep then dial 215 and hang up TalkSwitch will now handle the call For more details see section 4 2 8 Remote Transfer Calls that are transferred to a Remote or VoIP Extension can be transferred back to another extension or voice mailbox by dialing 3 to place the caller on hold then entering the extension or mailbox number If this is set to Allow screening of calls then you would dial E93 Q 4 to complete the transfer If you want to cancel the transfer then dial 3 5 If you have selected Perform a blind transfer then the call will be automatically tr
152. pport Defaults Select this option to reset the current page or the entire configuration back to defaults Menu Items Help Support on the Web Launches your browser and directs you to our support site About TalkSwitch Displays the TalkSwitch software version number TalkSwitch firmware version number and Copyright information Additional PDF help documents can be located in the Start Menu gt TalkSwitch folder 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 VoIP 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 3 0 Configuring TalkSwitch TalkSwitch s Call Back and Call Bridge features are configured from this fol
153. 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 Centrex Plexar Central Office Exchange Service A type of PBX service offered by the telephone company on a pay per service basis All call switching occurs at a local telephone station instead of a company s premises 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
154. provided for each voice mailbox and announcement This tool is useful for better managing the voicemail resources of the system 42 TalkSwitch User Manual Mailbox Data Greeting Time New Messages Total Messages Message Time Voicemail O sec Voicemail O sec Voicemail Osec Voicemail O sec Voicemail Osec Voicemail Osec Voicemail O sec Voicemail 0 sec Voicemail 0 sec Announcement 0 sec Voicemail O sec Voicemail O sec Voicemail 0 sec Mainnensil Dine 20000000000000 View active mailboxes only View all mailboxes Summaries Unit ID Total Unit Time Auto Attendant Usage Voicemail Usage Call Back Directory Unit Time Available 1 30 min 2 sec 33 sec Osec Osec 29 min 25 sec 30 min 2 sec 33 sec 0 sec 0 sec 29 min 29 sec 29 min 41 sec 21 sec 0 sec 0 sec 29 min 20 sec 30 min 2 sec 21 sec 0 sec 0 sec 29 min 41 sec 1 hr 59 min 1 min 48 sec 0 sec 0 sec 1 hr 57 min 55 sec Voicemail Access Dial 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 Access enabled at the extension press lash before dialing into voicemail Refresh Reset Mailboxes Use this feature if for example an fE employee has left the comp any and WARNING Resetting pokore el ooie tet all greetings messages an
155. ption and 111 as an extension number If a fax call is detected If TalkSwitch detects a fax call by CNG detection which is identifying the tones emitted by a fax it has the ability to route it to a Local Extension or if you do not want to use fax detection you can have TalkSwitch perform no action 3 0 Configuring TalkSwitch 47 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 Attendant TalkSwitch can route the call to any Local or Remote Extension Ring Group Voice mailbox Auto Attendant Announcement dial by name directory queue the caller or 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 can specify the length of time after the Auto Attendant has finished playing before it performs the no selec tion action Fax calls are detected by a series of beeps 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 those fax calls and route them to the fax machine To guarantee the reception of ev
156. rd at each extension VoIP Codec Selection By default all 3 codecs are active and the default codec is G 729 approximately 20Kbps bandwidth If for example you have a lite version of a broadband service then you would not have enough bandwidth to support G 711 approximately 100Kbps bandwidth or G 726 approximately 50Kbps bandwidth codecs as a lite connection typically has only enough bandwidth to support G 729 In this case you should uncheck the G 726 and G 711 codecs so that the system will not attempt to use these codecs when setting up a call Otherwise using these codecs could cause one side of the call to sound choppy since the broadband connection cannot handle the required bandwidth 3 3 5 2 Transfer Options This section deals with actions TalkSwitch makes when calls are transferred manually Config TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information Voicemail Call Handling Call Back Call Bridge Options Audio Controls Miscellaneous Troubleshooting 3 0 Configuring TalkSwitch 69 Transferring a caller to a Local 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 Perform No answer at extension action Transferring a caller to a Remote Extension If the extension is busy
157. rd enabled you will need to enter this password after you hit FJ 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 as listed above If you have Password Protection enabled you will be prompted for your password In the At the Auto Attendant perform the following actions section If the caller selects 0 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 you might want to use this option for forwarding to a Remote Extension for emergency purposes or simply direct callers to a voice mailbox 46 TalkSwitch User Manual 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 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 You can provide a single digit opti
158. re settings configuration are stored in an EEPROM An EEPROM is a form of non volatile memory Non volatile memory means that your feature settings configurations remain in TalkSwitch s memory despite interruptions in the power supply Calling Features In the event of a power failure no TalkSwitch features or capabilities including VoIP will be available other than e Local Extension 114 124 134 and 144 can make or receive calls on Line 1 of their respective units In the event of a power return all TalkSwitch features and capabilities will be re established Mode Scheduling and Power Interruptions When the power supply to TalkSwitch has been interrupted TalkSwitch s internal clock will continue to run for up to 12 hours If you have enabled TalkSwitch s Automatic Mode Scheduling feature and it has been longer than 12 hours TalkSwitch will not function properly until the internal clock is reset via a Caller ID call or with the TalkSwitch configuration software When power is 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 Ej TalkSwitch will report the current mode Appendices 135 T Glossary Star Asterisk Sign The character on the bottom left of your to
159. red from another extension and the extension has no voice mailbox and there is no Auto Attendant on this line with a main menu to return to The extension you have reached is currently busy If you wish to continue holding please remain on the line 4 0 Using TalkSwitch 83 F While the caller is on hold at your extension you will hear a Call Waiting beep every 75 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 4 2 6 2 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 are available will start ringing within 10 seconds of hanging up the phone from a previous call The delay give
160. riber s local area network to access the Internet through a router with a single public IP address assigned by the Internet Service Provider If a VoIP device is sitting behind a NAT the private IP address assigned to it is not usable for communications with the entities outside the private network The VoIP device must substitute the private IP address information with the proper external IP address port in the mapping chosen by the underlying NAT to communicate with a particular public peer address port TalkSwitch can automatically check for the cur rent public IP address and substitute the private IP address with the public address so that VoIP traffic is properly routed through the NAT What s the difference between a Static IP Address and a Dynamic IP Address What effect does this have on VoIP A Static IP Address is an address that is permanently assigned to a device Typically a Static IP Address has to be assigned by the network administrator or Internet Service Provider ISP A Dynamic IP Address is an address that is temporarily assigned to devices by a DHCP or PPP server that maintains and assigns a pool of IP addresses When deploying VoIP devices it s best to have a Static Public IP Address as this pre vents destinations from becoming unreachable for periods of time when the IP address changes But since this can be an expensive option TalkSwitch 48 CVA sup ports the ability to handle Dynamic Public IP addresses for th
161. rien 117 Dan Donelly 118 Joyce Reeves v Adjust Sequence Note The extensions that ring on incoming calls do not follow their respective Call Cascade settings Check extensions to ring on an incoming call before the Auto Attendant answers First select a VoIP line to configure Then select the appropriate mode for which you want TalkSwitch to use these settings If you entered the phone number in the VoIP Lines section under System Information the number will appear on the corresponding button 52 TalkSwitch User Manual 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 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 Sending Calls to voicemail without going to the auto attendant If you require a fall through sequence such as going to a voice mailbox after X rings set Auto Attendant 9 to answer calls after x nu
162. rity 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 Use Announced Message This option is recommended if the number TalkSwitch will be calling back is 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 plays 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 3 0 Configuring TalkSwitch 63 The Announced Message can be recorded locally using an extension handset or remotely by accessing Call Back from the Auto Attendant The Record message button gives the instructions as follows Pick up a telephone handset connected to the TalkSwitch and use the following keypad commands to record the specific Auto Call Back Announced Message 1 Press J to enter command mode If required enter the password 2 Next enter the appropriate command as listed below After each command press 3 to confirm the entry Auto Call Back Recording Playback 1 61 71 2 62 72 3 63 73 4 64 74 There are 4 Auto Call Back accounts per TalkSwitch unit If you need to record an Announced Message for a particular Auto Call Back account it must be on the same TalkSwitch unit as the account If you need to con
163. rked 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 software See Below In the event the firmware update was unsuccessful please follow the instructions through the update process again 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 If you replaced your computer with a new one please use the software that matches the latest version of firmware running on TalkSwitch If obtained from our 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 m 100 TalkSwitch User Manual Using TalkSwitch 101 m 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 I
164. rtified compatible SIP device ie gateway or SIP phone there are several ways that the teleworker can interact with TalkSwitch Making calls Once the phone or gateway is registered with the TalkSwitch SIP server then calls can be made as follows 1 At dialtone dial a phone number associated to any of the other locations 2 At dialtone dial a phone number associated to one of the VoIP lines on TalkSwitch Ensure an Auto Attendant is programmed to answer this line Once the Auto Attendant has answered you can dial any extension VoIP loca tion or voice mailbox If you want to place calls through the regular phone lines then a Call Bridge account must be activated Regular phone lines can be accessed by dialing 9 then entering the password for Call Bridge TalkSwitch currently does not support the ability to place calls on hold or transfer calls when making calls to other locations since the call does not actually go through TalkSwitch Receiving calls Once the phone or gateway is registered with the TalkSwitch SIP server then calls can be received directly from other registered gateways or through the system 1 If the call is routed via TalkSwitch then you have the ability to transfer the caller by dialing J E3 then any extension or voice mailbox 2 If the call came directly from another SIP gateway or phone then you can transfer the call if your service provider supports this feature 4 4 Using the TalkSw
165. rwarded 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 its call screening Call Cascade options by pressing amp 3 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 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 ext or Busy at extension for the original extension chosen 4 0 Using TalkSwitch 89 4 3 4 Calls over VoIP with SIP phones and Gateways If you have teleworkers connected to the system via a ce
166. s ie cable modems DSL modems and VoIP devices If the power goes out at the Internet Service Provider then no VoIP calls can be made Calls can still be placed over the regular phone lines What happens to VoIP if the IP network fails If the connection to the IP network is lost it will not be possible to make VoIP calls Calls can still be placed over the regular phone lines I have a firewall and heard that it can prevent VoIP calls from passing through Is this true The purpose of a firewall is to control what kinds of traffic enter and leave your network The TalkSwitch 48 CVA is designed with embedded applications to help traverse firewalls properly To allow VoIP calls to pass through your firewall you may need to use the port forwarding feature on your firewall TalkSwitch 48 CVA by default uses the following ports for VoIP Format Type Unit 1 Unit 2 Unit 3 Unit 4 RTP voice UDP 6000 6006 6010 6016 6020 6026 6030 6036 SIP signaling UDP 5060 This port is mapped to only one unit Fal ii TalkSwitch User Manual What is SIP The Session Initiation Protocol SIP is a signalling protocol used for establishing sessions in an IP network A session could be a simple two way telephone call or it could be a collaborative multi media conference session Over the last couple of years the Voice over IP community has adopted SIP as its pro tocol of choice for signalling SIP is an RFC standard RFC 3261 from the Internet En
167. s 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 27 j 3 3 1 5 VolP Lines Networked The TalkSwitch 48 CVA supports 4 VoIP lines per unit Up to 3 phone numbers can be assigned to each of the 4 lines so that unique call handling scenarios can be configured for up to 12 numbers For example you might assign a general number for customers to reach the main Auto Attendant greeting and configure up to 11 other numbers so that the inbound calls ring straight through to specific extensions in the office Config TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Administration IP Configuration A VoIP Configuration Line 1 Phone numbers Telephone Lines Phone Number 1 261 Line Hunt Groups IV Phone Number 2 262 Fax Information Local Extensions M Phone Number 3 263 Remote Extensions a Extension Ring Groups On HoldRingback Busy Forward Options Voicemail Call Handling Call Back Call Bridge Options In the Phone numbers section All VoIP Lines are active when the system is first
168. s event all units can still answer inbound calls with the same Auto Attendant messages Voicemail All Local Extension and Remote Extension Voicemail data is stored on the unit where the extensions normally reside For example all greetings directory names and voicemail messages for extensions 121 128 221 228 and mailboxes 420 429 are stored on the TalkSwitch with Unit ID 2 If a unit is 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 2 0 Installing TalkSwitch ug 2 6 Optimizing Your IP Network for VoIP 2 6 1 The Broadband Connection MODEM INTERNET OR PRIVATE IP NETWORK xDSL Cable Satellite etc For optimum quality of VoIP calls on your system we recommend that you subscribe to a high speed broadband connection from your Service Provider Lite broadband connections typically 128 Kbps downstream and 64Kbps upstream are not typically suitable for simultaneous voice and data traffic The limiting factor for a broadband connection is typically the upstream bandwidth to the Internet Service Provider For example if you have a typical 1Mbps ADSL connection from your service provid
169. s 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 125 E Service Should you experience trouble with this telephone equipment Model CT TSO1 for repair or warranty 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 req
170. s 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 When picked up you have the option to take the queued call or make a new call 4 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 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 establish the 3 way call at anytime by pressing flash 6 84 TalkSwitch User Manual When using the te
171. 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 Internal clock setting TalkSwitch can obtain time information from Caller ID for its internal clock If you have indicated that you do have Caller ID on any of the lines this option defaults to the active position If it is de activated TalkSwitch can obtain its time information from the time and date set in the Mode tab under Automatic Mode Switching TalkSwitch s clock information is used for Automatic Mode Scheduling and for internal Caller ID information when intercom calls are placed in the office 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 E 72 TalkSwitch User Manual 3 3 5 4 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 dealer for assistance 2 Config TalkSwitch System Configuration File View Tools Help Si About TalkSwitch System Information Flash lengths Non detection of disconnect clear Voicemail Accepted Flash length As a safeguard if the disconnect clear is not detected Ca
172. scheduling for these modes are set up on the Modes tab Even if a call is manually transferred to a Local Extension that is busy TalkSwitch will follow the Call Cascade options for that extension Config TalkSwitch System Configuration File View Tools Help SH About TalkSwitch z System Information TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Voicemail Call Handling ms Smi Modes Soe Configure Call Cascade for mode Daytime zj Auto Attendant p 112 Samanth Telephone Lines VoIP Lines 113 Bob Ng eed Remote Extensions 114 John Ric Extension Ring Groups Busy NoAnswer Answered Do Not Disturb Call Back Call Bridge 115 Steve Mit Options 116 Mike O B 117 Dan Don If this extension entannet after 4 tings v g0 to remote ext 118 Joyce Re If 211 is busy or not answered fter 3 rings g0 to local ext If 112 is busy or PEASE AS after 3 rings v g0 to voice mailbox vi 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 Casc
173. se of the product being purchased from Centrepoint Technologies send the unit in its original or better protective packaging to Centrepoint Technologies 1545 Carling Ave Suite 510 Ottawa Ontario KIZ 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 129 T 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 To 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 2 Include a copy of your proof of purchase and a written explanation of the reason for th
174. sions 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 Last Name First Name Enter the first and last name of the person associated to the extension The last name is required if the person is to be included in the Dial by Name directory listing used by the Auto Attendant The person using that extension must also record their name for the directory by following the instructions below the name fields The name entered will also appear on the Caller ID of other Local Extensions during intercom calls For outbound VolP calls use this number Select the number you want to appear at the remote location when VoIP calls are placed from this extension If Default VoIP Number is selected then the phone number associated to the outgoing VoIP port will be used This selection makes the most sense if your VoIP lines have been configured to handle all inbound calls in the same manner 32 TalkSwitch User Manual 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
175. strator Password followed by the key telephone It is a good idea to erase any unused Auto Attendants since they share the same memory as voicemail Step 2 Dial 041 then 3 0 Configuring TalkSwitch 49 View Auto Attendant Memory Usage Auinikliendant Tine Users Select this option from the Tools menu then Auto Attendant Memory Usage to view the amount of time used by all of the Auto Attendants This feature helps you keep track of memory usage as you may have unused Auto Attendant messages that can be deleted to free more memory Total time used by Auto Attendants Total time used by Voicemail Time used by Call Back Directory Total time remaining 3 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 Config TalkSwitch System Configuration About TalkSwitch System Information TalkSwitch 1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Voicemail Call Handling Modes TENE On an incoming call during mode Daytime pd Auto Attendant 555 2345 Telephone Lines Play Auto Attendant 1 X after 1 ring v VoIP Lines Local Extensions Szaz Ring extensions only no Auto Attendant is played Remote Extensions 555 3333 c extensions to ting onani ing call Extension Ring Soups before the Auto Attendant answers Call Back Call Bridge 555 4444 Options oo 111 Jane Smith 112 Samantha Jones
176. swering machine and or fax machine picks up calls before they can be answered by telephone extensions e Check your settings in the Telephone Lines tab in the Call Handling section in the configuration software The problem may be that your fax machine and or answering machine extension is set to answer calls at the same time as your telephone extensions To fix this problem remove the fax or answering machine extension from the list of extensions to ring on an incoming call Problem Incoming faxes are not automatically detected and routed to the fax machine e On the Auto Attendant tab of the configuration software check to ensure that you have chosen the appropriate extension for the field labeled if a fax call is detected e Not all fax machines emit a CNG tone that TalkSwitch can detect and route Therefore it is wise to consider incorporating an additional method of fax routing This may include the use of a distinctive ring number or giving the caller the option to select the fax extension See section 3 3 1 8 e Many fax machines modems will time out or disconnect after 25 seconds on average if they have not connected with another fax machine modem If you are using the User does not make a selection option to route incoming 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 rout ing option e The le
177. t If you want someone on the Internet to connect to you then you must tell them your public address Also known as your real or external address Private IP Addresses are typically assigned to devices on a LAN Local Area Network and are not routable outside the LAN Private IP Addresses are usually in the range 192 168 x x 172 16 x x or 10 x x x These IP addresses are typically used where you have multiple computers all sharing the same Internet connection To access the Internet a computer or VoIP device must have an IP address So what do you do if your ISP Internet Service Provider has provided you with only 1 IP address but you have more than 1 device that requires Internet access The solution is to give each of the devices on the LAN a Private IP Address A router makes them work by performing Network Address Translation NAT See the next topic for details Note that addresses of the form192 168 x x 172 16 x x or 10 x x x are not recognized introduction iii E on the Internet and can only be used for private networks For example if you tell someone on the Internet to connect to you using a 192 168 x x address it will not work Instead you must provide your real Public IP Address What is NAT and how does it affect VoIP Network Address Translation NAT allows multiple devices to share the same exter nal IP address to access resources on the Internet NAT is typically used to allow all the devices in a subsc
178. t ID After putting a caller on hold you receive internal dialtone To retrieve the caller on hold for the most time dial 7 at internal dialtone To transfer a caller to a mailbox press flash to place a call on hold then J 1x1 1x8 E32x1 2x8 or EJ 4x0 4x9 and Ea hang up Reworked x represents the Unit ID To retrieve voicemail x represents the Unit ID Action performed after putting a caller on Hold then dialing an indented destination To make an announcement through the attached external PA system 120 TalkSwitch User Manual Command lt flash gt 5 3500 509 3 3500 509 lt flash gt 6 E61 EJ 6o E7 and 1xx lt flash gt 7 80 81 88 9 Eso amp 39 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 Press flash to place a call on
179. tab to allow screening of calls then you need to dial amp 3 E34 to complete a transfer or 335 to cancel the transfer and return to the caller 4 3 3 Screening options for forwarded calls The screening options for Call Forwarding are configured in the TalkSwitch software using the Call Cascade s Answer at ext options available in the Remote Extension 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 88 TalkSwitch User Manual 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 This is Call Forward You then have the choice of accepting the forwarded call by pressing J on your telephone keypad or re routing the call to its call screening Call Cascade options by pressing amp 3 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 TalkSwitch 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 fo
180. tch 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 call your Auto Call Back number It is important to remember that all 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 9 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 in a hotel or an office where calls are inter cepted 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 J then enter your password on the telephone keypa
181. te throughout the DNS system It is possible that propagation could take longer under extenuating circumstances but propagation shouldn t take much more than an hour at the very most How often will my Public IP address change This depends on the policies of your Internet Service Provider ISP the company that provides your Internet access It can be a matter of days weeks or even months before your IP address changes A power loss or reboot to your cable or DSL modem usually results in the assignment of a new IP address TalkSwitch has technology that helps keep this information up to date so that the sys tem can function properly after an IP address change has been detected and updat ed 1 0 Introduction What is a port number In an IP address like 64 26 209 103 5060 the port number is the number after the colon For this example 5060 is the specified port Port numbers are required so that a computer or device can support multiple appli cations or streams of simultaneous data communication Each stream or application uses a unique port number You can think of it like mailing a letter to friend in an apartment building at a specific address You need to specify the apartment number as well as the building address so that the mail can reach the proper final destina tion vi TalkSwitch User Manual Installin TalkSwitch 2 1 What s included with TalkSwitch The TalkSwitch 48 CVA comes shipped with
182. 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 J and 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 you don t answer a call 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 See the previous section for details on configuring Auto Attendants Note if you call 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 voicemail or dial extensions 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 o
183. tion 3 3 1 4 Next select the extension number where you have your fax device connected For 30 TalkSwitch User Manual example if you have your fax machine connected to E8 on the rear of TalkSwitch unit 1 then select extension number 118 onfig TalkSwitch System Configuration File View Tools Help SH About TalkSwitch System Information Administration IP Configuration VoIP Configuration Telephone Lines Dedicated fax line VoIP Lines E Line Hunt Groups Fax number 555 3333 Local Extensions Remote Extensions Fax extension Extension Ring Groups On Hold Ringback Voicemail Call Handling Call Back Call Bridge Automatic Fax Detection Options Extension number 118 If your fax machine is connected to E8 on a TalkSwitch with Unit ID 2 then the fax extension number is 128 If you have a dedicated fax line or 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 have specified 3 3 1 8 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 If you have 2 or more TalkSwitch
184. 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 74 TalkSwitch User Manual 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 Technical Support if you are having problems with TalkSwitch answering the lines and playing the Auto Attendant 3 3 5 5 Troubleshooting Advanced 223 Config TalkSwitch System Configuration Eile View Tools Help oi About TalkSwitch System Information Voicemail These values should only be adjusted if callers are having CNG tones required before Call Handling problems reaching extensions from the Auto Attendant switching call to the fax machine Call Back Call Bridge Options Audio Controls Minimum required time between DTMF digits 65 ms v Detect 2 tones Transfer Options Miscellaneous Line CPC Disconnect Clear VolP Ports Troubleshooting This value controls the required length of a CPC signal ENSS received by the Telephone Company SIP Signalling Port 5060 DTMF Detection
185. tor Password followed by the key for the recording volume as TalkSwitch Step 2 i Dial 41 then and at the tone record your automatically adjusts the recording ese Hed Swerve nae eied volume for optimal recordings If you recording find that the playback of your Auto Step 3 Attendant messages are too low you can To play back the message dial 51 then adjust the playback volume on the Audio Controls page located under Options ia 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 Auto Attendant messages can be loaded into TalkSwitch using a PC displays a di alo g box with These messages must be recorded using 8 KHz 8 bit Mono u law format and saved as a way file instructions on how to load Sertuee an Auto Attendant using a pre recorded wav file If you want to have Auto Attendants professionally recorded make sure you specify that the files need to be 8KHz 8bit mono and saved as a mu law format TalkSwitch System Configuration wavy file Erase Auto Attendant Message Erase Instructions Instructions to erase this Auto Attendant i message using an extension telephone Selecting this button displays a dialog Step 1 box showing the instructions on how Pick up an extension handset and dial to enter A A d command mode If required enter the to erase an Auto Attendant using a Admini
186. tware 2 Problems that can occur during Configuration 3 Problems that can occur while using TalkSwitch 4 Problems that can occur with 2 or more units networked Before examining the problems review these common installation checks Appendices 105 J 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 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 TalkSwitch dealer to order the proper replacement adapter 4 If networked ensure that you have the latest firmware loaded on all units In the TalkSwitch software select Configure then on the About TalkSwitch Networked 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 th
187. u 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 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 First select an Extension Ring Group 300 309 that you would like to configure and activate it In the Set Ring Group section Select each extension that you wish to add to that Ring Group Repeat this process for each of the Extension Ring Groups you want to activate Ring pattern Choose how you want the phone s to ring for the Ring Group 36 TalkSwitch User Manual 3 3 1 11 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 efaultCVA1 box tsd TalkSwitch System Configuration File View Tools Help S 2 About TalkSwitch System Information On Hold Settings Administration IP Configuration Play double beep tones oIP Configuration Play music whose source is connected to the MUSIC jack Telephone Lines VoIP Lines YoIP Dialing Plan Transfer Settings When calls are transferred from the Auto Attendant or from an extension callers will hear Music Simulated Ring Line Hunt Groups Fax Infor
188. uchtone 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 Attendant Message TalkSwitch s electronic attendant A self recorded message that greets and directs callers to select an extension number based on information provided in the message Glossary 137 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 Call Back A TalkSwitch feature which once activated instructs TalkSwitch to call you back at a
189. uires 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 transmission 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 126 TalkSwitch User Manual Appendix E TalkSwitch One Year Warranty Th
190. unch 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 The TalkSwitch software can also be downloaded from the TalkSwitch website www talkswitch com Configuration software system requirements PC running Windows 98 ME XP 2000 120 MB free hard disk space 64 MB RAM An available Ethernet port 800 x 600 minimum video resolution If you are having problems retrieving the settings from TalkSwitch please check the Troubleshooting section of the manual 3 0 Configuring TalkSwitch 5 E 3 2 Running the TalkSwitch software After installation is complete double click the TalkSwitch icon If TalkSwitch is currently connected to the same network as your PC then the configuration software should automatically detect and retrieve the settings from TalkSwitch See section 3 3 If TalkSwitch is not yet connected or connected via the Serial or USB port then the following screen will appear with different configuration options TalkSwitch System Configuration amp Unable to connect to TalkSwitch on selected network adapter Connect Via Network Network Adapters Intel R PRO 100 YE Network Connection v Connect Via Serial Port com x Offline File Cancel Connect via Network If TalkSwitch
191. useful feature for placing a call on hold and then being able to retrieve it from any other Local Extension TalkSwitch has 10 Park Orbits in all models To place a caller in a Park Orbit press flash then amp J 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 amp and choose a new Park Orbit Once the caller is parked you can retrieve the caller at another Local Extension by pressing E3 J and the appropriate Park Orbit Jf Direct Line Access is enabled at the extension then you must press flash first If you have the External Paging option enabled on TalkSwitch you may choose to announce over the PA system by pressing EJO that there is a call parked in a specific Park Orbit for a co worker For example Bob please pick up 501 which 82 TalkSwitch User Manual 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 4 2 6 Call Queve UCD Queuing and retrieving callers 4 2 6 1 Queuing calls to a single extension Call Queue is a useful
192. usiness partner s cell phone depending upon the Call Cascade configuration For details on how to use Remote Extensions see section 4 3 Once your remote extensions are configured calls can 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 If a TalkSwitch has Unit ID 2 then the Remote Extension numbers are 221 228 Unit ID 3 has remote extensions 231 238 and Unit ID 4 has 241 249 3 0 Configuring TalkSwitch 33 F Choose a Remote Extension to configure You must enter a phone number in order for the extension to be considered active and usable by the system onfig TalkSwitch System Configuration File View Tools Help eH About TalkSwitch System Information TalkSwitch1 TalkSwitch 2 TalkSwitch 3 TalkSwitch 4 Administration IP Configuration VoIP Configuration V Activate extension Telephone Lines VoIP Lines Last name Smith First name Jane Line Hunt Groups 23 Don Stev Fax Information a Local Extensions Warten Dial by name directory Remote Extengons To include this extension in the directory you will need to type in a oe last name and record the name of the person associated to this Extension Ring Groups 215 Steve Su extension To record the name dial 211 and follow the system On Hold Ringback prompts Voicemail Call Handling Call Back Call Bridge F
193. ve 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 itself and not through TalkSwitch Problem Sometimes callers do not hear Music on Hold e Make sure you have a music source connected to the MUSIC jack at the back j of each TalkSwitch unit connected to the LAN is Call Routing with Local Extensions and Home Phones Transfer and Intercom Problem Callers are disconnected when transferring calls from one extension to another e Itis possible that if you are using the hookswitch to put callers on hold rather than a Flash button you may be holding the hookswitch down too long and as a result are actually hanging up on the caller Appendices 109 E 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 software Problem Unable to place intercom calls from a Local Extension e Ifthe Local Extension has been configured for Direct Access to your telephone lines you need to press Flash before intercom calling Answering and Fax Machines Problem The an
194. vel of the Auto Attendant is too loud and as a result is overpowering the CNG tone affecting detection You may want to lower the volume level of the Auto Attendant ral 110 TalkSwitch User Manual Other Possible Local Extension Problems Problem am unable to access TalkSwitch Lines with a Local Extension e Check your Direct Line Access settings on the Local Extension page under System Information of the configuration software If a Local Extension has not been given Direct Access to your telephone lines you must dial 81 88 or 9 to access a line Problem My PC Internal or External Modem cannot dial out e If the extension to which your Modem is attached has not been given Direct Access to telephone lines you will have to include a Line Hunt Group 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 usu ally the older Bell phones that have mechani
195. witch units toa LAN 8 2 5 2 Setting the Unit ID for the first time 02000000 9 2 5 3 Changing the Unit ID sy 2 2 eee 9 2 5 4 Unit IDs and how they affect the system extension numbers 10 2 5 5 Keeping track of the lines and extensions 10 2 5 6 Optimizing the system for networked use 11 2 6 Optimizing your IP network for VolP 22 0 0 eee 12 2 6 1 The Broadband Connection o sasaaa saaa unaarne 72 2 6 2 The Router NAT Firewall 0 2 0 0 2c eee 12 2 6 3 The Local Area Network 2 2 0 0 000 eee 13 3 0 Configuring TalkSwitch 3 1 Installing the TalkSwitch Configuration Software n nananana aaa anaua 15 3 2 Running the TalkSwitch Software 0 0 0 0 eee 16 B33 Configuratio syi eeaeee tag tonite tates tected aoa deen deat ate de act eee ade 17 3 3 1 System Information 2 2 2 0 0 eee eee 21 3 3 1 1 Administration escas ere i 21 3 3 1 2 IP Configuration 0 00 epe ee 22 3 3 1 3 VoIP Configuration 00 0000s 24 3 3 1 4 Telephone Lines 00 000002000 25 3232 OxVOIP INES ot gun aieka ate ke the aloe oie secede ants 28 3 3 1 6 Line Hunt Groups 0 000000 ee eee 29 3 3 1 7 Fax Information o on 000 0000 cece eee 30 3 3 1 8 Local Extensions 00 00000002000 31 3 3 1 9 Remote Extensions 0000 0 2055 33 3 3 1 10 Extension Ring Groups 000 36 3 3 1 1 On hold Ringback
196. ws environments for example Ctrl andC is used as the shortcut key to copy On PCs the function keys are also often used as shortcut keys SIP Session Initiation Protocol SIP Developed by the Internet Engineering Task Force IETF this is a signaling protocol designed to be much more sim ple and flexible than the H 323 protocol SIP uses the existing Internet and HTML structures to provide VoIP transmissions In addition SIP is more scalable allow ing applications to grow in scope without any concern for the existing architecture SIP gives network managers the flexibili ty to select any type of architecture from a heavily centralized network controlled extensively by a server to a less concen trated network where intelligence is found at the endpoints that communi cate directly with each another 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 and small businesses 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 Tel
197. you may want to consider optimizing the way the system uses lines In the Line Hunt Groups section of the software we recommend that you enable the Hunt lines on same unit first option Also ensure that frequently used extensions are connected to units with ample lines out to reduce LAN traffic ral 112 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 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 usually go out on the same unit the extension is connect ed to The same will apply for inbound calls forwarded to Remote Extensions The call will be forwarded out on a line belonging to the same unit that the call came in on Only if a line on that unit is unavailable will the call be for warded 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 software You may need to boost the Line gain levels o

Talkswitch 48-CVA Telephone User Manual

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