Talkswitch 48-CVA manuel d'utilisation

Installation and User Guide DESK TOP PHONE SYSTEM T alkSwitch 48- CV A v3.10 TS manual 11th ED_CVA_v11_CD_Release.qxd 7/13/2004 3:33 PM Page i[...]

Copyright Information Centrepoint T echnologies 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 [...]

T able of Contents 1.0 Introduction to V oIP How does V oIP work? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .i Does a V oIP call sound like a regular phone call? . . . . . . . . . . . . . . . . . . . . . . . .i If the power goes out, does the VoIP network stay up? . . . . . . . . . . . . . . . . . . . . .ii What happen[...]

3.0 Configuring T alkSwitch 3.1 Installing the T alkSwitch Configuration Software . . . . . . . . . . . . . . . . . . . . .15 3.2 Running the T alkSwitch Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16 3.3 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 3.3.1 S[...]

4.2 In the Office – Making and Receiving Calls . . . . . . . . . . . . . . . . . . . . . . . .80 4.2.1 Making calls from a Local Extension . . . . . . . . . . . . . . . . . . . .80 4.2.2 Receiving calls at a Local Extension . . . . . . . . . . . . . . . . . . . . .80 4.2.3 Placing calls on Hold at a Local Extension . . . . . . . . . . . . . . . .[...]

The T alkSwitch 48-CV A is a hybrid PSTN/V oIP phone system. The addition of V oIP to the T alkSwitch product line adds the ability to use a broadband IP connection for voice calls. The T alkSwitch 48-CV A can be used in many different applications. The most popu- lar configurations are multi-branch, teleworker integration and service provider inte[...]

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 t[...]

W W h h a a t t i i s s S S I I P P ? ? 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 V oice over IP community has adopted SIP as its p[...]

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. W W h h a a t t i i s s N N A A T T a a n n d d h h o o w w d d o o e e s s i i t t a a f f f f e e c c t t V V o o I I P [...]

When you first set up your V oIP device (T alkSwitch 48-CV A, gateway or phone), it will register itself with the T alkSwitch 48-CV A that is configured as the SIP Server so that calls can be directed to your location. When you initiate a V oIP call, your device (T alkSwitch 48-CV A, gateway or phone) will contact the T alkSwitch 48-CV A that is co[...]

W W h h a a t t i i s s a a p p o o r r t t n n u u m m b b e e r r ? ? 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 communicatio[...]

2.1 What ’s included with T alkSwitch The T alkSwitch 48-CV A comes shipped with the following items: 1. The T alkSwitch Unit 2. AC Power Adapter (Warning: never use any power adapter other than the one provided.) 3. 6' RJ-45 Ethernet Cable 4. 6' RJ-11 T elephone Cable – (4) 5. CD containing configuration software and documentation 6.[...]

2.2 Front P anel Descriptions T alkSwitch’ 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[...]

2.3 Back Panel Descriptions - T alkSwitch 48 CV A Before connecting all your phones and lines to T alkSwitch, 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. J J a a c c k k s s / / P P o o r r t t s s W W h h a a t t t t o o [...]

number assigned to that T alkSwitch unit). By default, all T alkSwitch units are shipped with a unit ID of 1. This means the extensions are 111 to 118. A T alkSwitch 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. L1/L2, L2, L3/L4, L4 Th[...]

2.4 Plugging into the Back Panel 2.4.1 Attaching telephone lines to T alkSwitch line jacks Y ou can connect your telephone lines from the wall jack(s) to the T alkSwitch line jacks with the phone cables provided. T ake note of which telephone line is connected to which line jack on T alkSwitch — this information will be used in the configuration [...]

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, F axes and Devices Quick Guide in the T alkSwitch software or at www .talkswitch.com/supp[...]

2.4.4.1 Connecting T alkSwitch to a PC using a Serial cable If you have an available Serial port, then connect T alkSwitch to your PC using an RS- 232 Serial cable*. By default, T alkSwitch 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 y[...]

2.4.4.3 Connecting T alkSwitch to a LAN for local configuration If you want to connect multiple T alkSwitch units to a LAN, please see section 2.5 T o connect T alkSwitch to a LAN for configuration purposes, simply use the supplied Category 5 cable with RJ45 connectors on either end. Connect T alkSwitch to the switch. The top LED should light up to[...]

2.5.2 Setting the Unit ID for the first time When T alkSwitch 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. T alkSwitch identifies this conflict by flashing all the Line lights on the front panel of t[...]

Unit ID Touch Tone Command 10 1 20 2 30 3 40 4 2.5.4 Unit IDs and how they affect system extension numbers When more than one T alkSwitch 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 T alkSwitch unit they belong to. The extensions and voice mailbox[...]

the lights flash on that unit. The lights will stop flashing when you click ‘finished’ or 5 minutes have elapsed. 2.5.6 Optimizing the system for networked use T alkSwitch 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 ?[...]

2.6 Optimizing Y our IP Network for V oIP 2.6.1 The Broadband Connection For optimum quality of V oIP 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[...]

that support QoS, V oIP 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. T alkSwitch uses UPnP (Universal Plug[...]

15 3.0 Configuring T alkSwitch Configuring TalkSwitch 3 3.1 Installing the T alkSwitch Configuration Software Insert the T alkSwitch CD into your CD drive. The Install program will automatically launch. If the software does not launch automatically , you can use Windows Explorer to explore your CD-ROM drive. Double-click the Setup.exe file, then fo[...]

16 T alkSwitch User Manual 3.2 Running the T alkSwitch software After installation is complete, double-click the T alkSwitch icon. If T alkSwitch is currently connected to the same network as your PC, then the configuration software should automatically detect and retrieve the settings from T alkSwitch (See section 3.3). If T alkSwitch is not yet c[...]

17 3.0 Configuring T alkSwitch 3.3 Configuration From the Control Center choose Configure. The following screen will appear: The configuration screen consists of 4 parts: 1. Menu Items 2. Configuration Navigation Controls what is displayed in the configuration window . 3. Configuration Window Displays configuration information. 4. Resize Grabbing t[...]

18 T alkSwitch User Manual Menu Items - File Open File... Opens existing configuration files from the PC. Default configuration files are included with the software. T alkSwitch also backs up to a file called “LastSavedConfig.dat” every time you save settings to T alkSwitch. Save to TalkSwitch Saves the current configuration to T alkSwitch. Sav[...]

19 3.0 Configuring T alkSwitch Terminal Window: Displays a command line interface to enter commands. Useful for troubleshooting in conjunction with technical support. 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[...]

20 T alkSwitch User Manual Networked T alkSwitch’ s Call Back and Call Bridge features are configured from this folder . Both of these features can reduce your company expenses by reducing long distance costs. Options In this folder , advanced settings are configured including audio controls, troubleshooting and various operating options. Configu[...]

21 3.0 Configuring T alkSwitch 3.3.1 System Information 3.3.1.1 Administration This tab allows you to assign a System name and Administrator password for T alkSwitch. The Administrator password gives access to all configuration options. The password that is entered here will be used at configuration start-up and through T ouch T one configuration. [...]

22 T alkSwitch User Manual 3.3.1.2 IP Configuration In order for the T alkSwitch 48-CV A to function properly , an IP address and other pertinent information is required. In the “System IP Settings” section: If you have a DHCP server and your T alkSwitch unit(s) are connected to the LAN, then all fields should already be filled with the correct[...]

23 3.0 Configuring T alkSwitch Default Gateway: Enter the IP address of the gateway on your network. A gateway is a hardware device (such as a router / NA T) 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 networ[...]

24 T alkSwitch User Manual 3.3.1.3 V oIP Configuration This section deals with configuring your T alkSwitch for V oIP In the “T alkSwitch Profile” section: T alkSwitch has a built-in SIP Server Proxy / Registrar / Redirect server . This facilitates the configuration and maintenance for multi-branch and teleworker applications. One location need[...]

25 3.0 Configuring T alkSwitch Proxy Server Location: If this location is acting as the Proxy Server , then this information will be automatically filled in. If this location 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 Serv[...]

26 T alkSwitch User Manual If networked, you will need to configure the options for all the units. At the top of the window , select the tab for each T alkSwitch units (labeled ‘ T alkSwitch 1’, ‘T alkSwitch 2’, etc...) and follow the instructions below . In the “Phone numbers” section: Enter the ‘main’ telephone number for the appr[...]

27 3.0 Configuring T alkSwitch 3-Way Callin g/Conference: T alkSwitch can work with either service to forward calls to Remote Extensions or other external phone numbers while using the same line (Same Line Connect). Y ou can also use this service as an option for bridging calls to external numbers when calling into T alkSwitch from the outside. If [...]

28 T alkSwitch User Manual 3.3.1.5 V oIP Lines The T alkSwitch 48-CV A supports 4 V oIP 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[...]

29 3.0 Configuring T alkSwitch Busy Forwarding Options: This section allows you to configure how inbound calls are handled for each port when it is busy . Y ou 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 Forwa[...]

30 T alkSwitch User Manual for accessing telephone lines, then select 'Phone Lines'. If you wish to use this hunt group for accessing V oIP lines, then select 'VoIP Lines'. 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 T alkSwitch u[...]

31 3.0 Configuring T alkSwitch example if you have your fax machine connected to E8 on the rear of T alkSwitch unit 1, then select extension number 118. If your fax machine is connected to E8 on a T alkSwitch 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[...]

32 T alkSwitch User Manual Select any of the extensions that you wish to configure. Local Extensions are by default activated with the associated V oice mailbox. Voice mailboxes for each Local Extension can be de-activated in the V oicemail section in the System Information folder . Last Name / First Name: Enter the first and last name of the perso[...]

33 3.0 Configuring T alkSwitch 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 yo[...]

34 T alkSwitch User Manual Choose a Remote Extension to configure. Y ou must enter a phone number in order for the extension to be considered active and usable by the system. 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 [...]

35 3.0 Configuring T alkSwitch 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 line that[...]

36 T alkSwitch User Manual When using Same Line Connect, callers will hear silence while they are on hold, since the callers are on hold at the T elephone Company and not at T alkSwitch. 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 di[...]

37 3.0 Configuring T alkSwitch 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. 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 p[...]

38 T alkSwitch User Manual 3.3.2 V oicemail This section deals with the internal voicemail system included with T alkSwitch. It allows you to activate Local, Remote and General mailboxes and to change global settings to the voicemail system. For details on how to use voicemail, see section 3.4. 3.3.2.1 Local Extension V oicemail By default, all Loc[...]

39 3.0 Configuring T alkSwitch 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 co[...]

40 T alkSwitch User Manual Remote Phone Notification: If you want to be notified at another location when new messages arrive, you can use Remote Phone Notification. Simply enter the phone number of the cell phone, pager or location where you want to be notified. Notification Settings: Select Notification Settings to specify how you want T alkSwitc[...]

41 3.0 Configuring T alkSwitch 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 [...]

42 T alkSwitch User Manual 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 t[...]

43 3.0 Configuring T alkSwitch Reset Mailboxes: Use this feature if, for example, an employee has left the company and all greetings, messages and settings for a particular mailbox need to be reset. If you need to simply delete a password, use the V oicemail Manager located under ‘T ools’ in the menu bar . 3.3.3 Call Handling 3.3.3.1 Modes The [...]

44 T alkSwitch User Manual 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 then your password if required. Next, dial any of the following commands followed by to confirm. 31 Changes T alkSwitch to mode 1 32 Chan[...]

45 3.0 Configuring T alkSwitch 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 T alkSwitch Memory cards). Y ou do not have to use or record all 9 Auto Attendants. When 2 or more units are networked, they share the same 9 Auto[...]

46 T alkSwitch User Manual After entering a command, you will need to press to confirm the entry before entering another command or exiting command mode. T o exit command mode, press or hang up. Auto Attendant Record message Playback message Erase message 1 41 51 041 2 42 52 042 3 43 53 043 4 44 54 044 5 45 55 045 6 46 56 046 7 47 57 047 8 48 58 04[...]

47 3.0 Configuring T alkSwitch 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, T alkSwitch can perform one of several actions: - - p p e e r r f f o o r r m m n n o o a a c c t t i i o o n n : : If you don?[...]

48 T alkSwitch User Manual 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, T alkSwitch can route the call to any Local or Remote Extension, Ring Group, V oice mailbox, Auto Attendant, Announcement, dial by name directory , queue the caller or[...]

49 3.0 Configuring T alkSwitch Utilities for Auto Attendants: Record Instructions: Selecting this button displays a dialog box showing the instructions on how to record and playback an Auto Attendant using a telephone. No adjustments are required for the recording volume, as T alkSwitch automatically adjusts the recording volume for optimal recordi[...]

50 T alkSwitch User Manual View Auto Attendant Memory Usage: Select this option from the T ools menu then 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 . 3.3.3.3 T elephone Lines Thi[...]

51 3.0 Configuring T alkSwitch 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 T alkSwitch uses the first ring to determin[...]

52 T alkSwitch User Manual Adjust Sequence: This section controls how the extensions will ring before the Auto Attendant answers the call. • If you have chosen the Auto Attendant to answer calls immediately , this section does not require configuration and will be greyed out. • If the Auto Attendant is set to answer after 1 or more rings, you c[...]

53 3.0 Configuring T alkSwitch 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 T alkSwitch uses the first ring to determin[...]

54 T alkSwitch User Manual Adjust Sequence: This section controls how the extensions will ring before the Auto Attendant answers the call. • If you have chosen the Auto Attendant to answer calls immediately , this section does not require configuration and will be greyed out. • If the Auto Attendant is set to answer after 1 or more rings, you c[...]

55 3.0 Configuring T alkSwitch 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 Ca[...]

56 T alkSwitch User Manual 2. No answer at ext. - routing options when this extension does not answer after a specified number of rings: Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in V oicemail, Announcement, Auto Attendant or keep ringing. 3. Answered at ext. - routing options when [...]

57 3.0 Configuring T alkSwitch sections. F or 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 R emote Extension ’ screen. Y ou will also note that not all the information displayed in the extension tabs is [...]

58 T alkSwitch User Manual 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, V oicemail, 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 voicema[...]

59 3.0 Configuring T alkSwitch 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 F orward...”. This is done so that you know when the call is [...]

60 T alkSwitch User Manual 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 V oicemail, Announcement, Auto Attendant, play busy tone, queue caller or hang up. 2. No answer at ext. - routing option[...]

61 3.0 Configuring T alkSwitch Here is how it works: S S t t e e p p 1 1 : : Call your TalkSwitch telephone number to activate Call Back, then hang up. S S t t e e p p 2 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. S [...]

62 T alkSwitch User Manual 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. T o use Prompted Call Back activation, simply dial your office telephone number . When the Auto Attendant answers your call, you dial ‘6’ to access the[...]

63 3.0 Configuring T alkSwitch 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 phone number should be entered exactly as you would normally have to dial the number from this line (i.e. do not enter a Line Hunt Group in the d[...]

64 T alkSwitch User Manual 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 T alkSwitch and use the following keypad commands to record the specific Auto Call B[...]

65 3.0 Configuring T alkSwitch 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. Number to call back: This phone number should be entered exactly as you would normally hav[...]

66 T alkSwitch User Manual *70,1010555,, This corresponds to 70 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 sa[...]

67 3.0 Configuring T alkSwitch The call back number shown will always be the last number T alkSwitch dialed in the last P rompted 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[...]

68 T alkSwitch User Manual T o 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 w[...]

69 3.0 Configuring T alkSwitch 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 syste[...]

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 T alkSwitch either ringing back the extension that transferred the call or performing the “no[...]

3.3.5.3 Miscellaneous All of the following options affect T alkSwitch as a system. Adjust them according to your needs. Caller in queue reminder: When a caller is in queue at an extension already in use, a reminder 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. C[...]

PBX extension length: If T alkSwitch 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 T alkSwitch to know what digits to pass on to the PBX to complete the transfer . Setting up T alkSwitch behind an existing PBX: 1. Connect the PBX extension to one of T alkSwitch’ [...]

3.3.5.4 T roubleshooting The following controls should not be changed unless you are familiar with the effect they will have on T alkSwitch’ s operation. If your system does not appear to be functioning properly , please contact your dealer for assistance. Flash Lengths Accepted Flash Length: These options control the allowable Flash length from [...]

Double Flash time: When two flashes are detected, T alkSwitch 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 T alkSwitch wi[...]

Ring Patterns: This option allows you to check the ring pattern of your T elephone Company lines. When you activate this feature, you will need to call into any of the lines connected to T alkSwitch and let it ring at least 3 times before the Auto Attendant answers the call. After T alkSwitch captures 2 ring patterns, the information will be displa[...]

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, T[...]

79 4.0 Using T alkSwitch 4 Using 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[...]

80 T alkSwitch User Manual 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. I I n n o o r r d d e e r r f f o o r r c c a a l l l l s s t t o o g g o o t t o o a a n n e e x x t t e e n n s s i i o o n[...]

81 4.0 Using T alkSwitch Call Pick Up/Call Grab: T o 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 T alkSwitch internal dial tone, dial 9. This will route the call to your Local Extension. T o “Grab”a call ringing specifically at another extension b[...]

82 T alkSwitch User Manual T o announce calls before transferring (Screened T ransfer) – 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 will imm[...]

83 4.0 Using T alkSwitch tells Bob that he can retrieve the parked call from any extension by getting dial tone and pressing 501. The caller will now be connected to Bob at that extension. If 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 Queue/UCD - Queu[...]

84 T alkSwitch User Manual 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 queu[...]

85 4.0 Using T alkSwitch When using the telephone company’ s 3-Way Calling/Conference service you can conference by following the instructions below: 1. Establish a call with an outside party . 2. Place the outside caller on hold by pressing ‘flash’ 80 and then dial the number of the other outside party you wish to conference with. 3. When th[...]

86 T alkSwitch User Manual 4.2.9 Using Phones connected in parallel to T alkSwitch Phones connected in parallel (not connected to T alkSwitch but connected to the same line) with T alkSwitch will always ring at least once before T alkSwitch starts ringing its extensions or the Auto Attendant answers the call. This occurs because T alkSwitch uses th[...]

87 4.0 Using T alkSwitch 4.2.10 Modems and telephone line access If your modem is attached to T alkSwitch as an extension, you can configure it to access your telephone lines in one of two ways: 1. Direct Line Access: Y ou can give the extension to which your modem is attached ‘Direct Access’ to one of your telephone lines (i.e. you don’t hav[...]

88 T alkSwitch User Manual 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 an[...]

89 4.0 Using T alkSwitch to hold, and then dials your call forwarding telephone number . When you answer the forwarded call, T alkSwitch plays a pre-recorded prompt to you that identifies the call as having been forwarded (“This is Call Forward”). Y ou then have the choice of accepting the forwarded call by pressing on your telephone keypad or [...]

90 T alkSwitch User Manual 4.3.4 Calls over V oIP with SIP phones and Gateways If you have teleworkers connected to the system via a certified compatible SIP device (ie gateway or SIP phone), there are several ways that the teleworker can interact with T alkSwitch. Making calls: Once the phone or gateway is registered with the T alkSwitch SIP serve[...]

91 4.0 Using T alkSwitch 4.4.1 Activating V oice mailboxes A V oice mailbox is activated in the T alkSwitch configuration software. There are 3 series of V oice 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 L[...]

92 T alkSwitch User Manual T o access a mailbox to retrieve messages, or to change mailbox options, dial from a Local Extension or and 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 and the mailbo[...]

93 4.0 Using T alkSwitch Keep in mind while recording your greeting or announcement that callers can press to return to the previous Auto Attendant (if the call came from the Auto Attendant) while listening to your greeting and can press when they are done recording for more options. Y ou may want to give your callers these options for their conven[...]

94 T alkSwitch User Manual 4.5 Music-on-Hold T alkSwitch 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 T alkSwitch: 1. When callers are put on hold at[...]

95 4.0 Using T alkSwitch 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 T alkSwitch’ s Call Forwarding, callers will not hear your ‘music’ when being forwarded to a Remote Extension. When calls are forwarded, the caller is put[...]

96 T alkSwitch User Manual 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[...]

97 4.0 Using T alkSwitch Bridge session and disconnect you from T alkSwitch. If you want to guarantee that T alkSwitch disconnects at the end of a Call Bridge session, dial , then hang up. If you changed the ‘Special P refix’ to instead of , you will need to dial to make another call, and dial to return to the Auto Attendant. T o enter command [...]

98 T alkSwitch User Manual F or Prompted Call Back, T alkSwitch always dials the last P rompted Call Back number entered. If you do not have the Auto Attendant set to answer a line, a generic T alkSwitch 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[...]

99 4.0 Using T alkSwitch 4.8 Upgrading the T alkSwitch Software and Firmware We are continually looking for ways to enhance your communications capabilities. When new features are added, we want T alkSwitch users to have immediate access to the update. T alkSwitch supports firmware updates for adding new features. Because of this ability , you can [...]

100 T alkSwitch User Manual 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. Y ou still need to update the firmware to take advantage of new features. The new firmware file will have been placed in the T al[...]

101 4.0 Using T alkSwitch TS manual 11th ED_CVA_v11_CD_Release.qxd 7/13/2004 3:36 PM Page 101[...]

103 3.0 Appendices Appendices Appendix A - Help & T roubleshooting Appendix B - Using T alkSwitch with T elephone Company Calling Services Appendix C - Quick Commands and DTMF F unctions Appendix D - Safety P recautions and Regulatory Information Appendix E - T alkSwitch One Y ear W arranty Appendix F - Return P olicy Appendix G - Specification[...]

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105 Appendices Appendix A - Help & T roubleshooting If you are having problems with the configuration or operation of T alkSwitch, please check this section. If you don’t find the solution to your problem here, try checking the F AQ section located in the Support area at our website: www .talkswitch.com/support. If you cannot resolve your pro[...]

106 T alkSwitch User Manual 1. Check that your telephone cables are connected to a wall jack at one end and T alkSwitch at the other . Ensure the devices you are using as T alkSwitch exten- sions (phones, faxes, etc.) are plugged into the extension jacks located on the back panel of T alkSwitch. (Do not plug your extensions directly into a wall jac[...]

107 Appendices Problems that may occur during Configuration Problem: I am not able to “ Retrieve settings” from my TalkSwitch. S S o o l l u u t t i i o o n n : : Try the following solutions, in order, until the problem is resolved. • Ensure T alkSwitch is turned on and plugged into a working power outlet. Then select “Retrieve settings”,[...]

108 T alkSwitch User Manual figured.” T ry rebooting T alkSwitch (turn the power off and then back on). Problems that may occur while using T alkSwitch’ s features The Auto Attendant: Problem: The Auto Attendant does not play when calls come in. • Make sure you have recorded the Auto Attendant message. • Check your Call Handling settings fo[...]

109 Appendices Music-on-Hold: Problem: Callers hear music and ‘ringing’ when the Auto Attendant transfers their call to an extension. • Y ou have an audio device plugged into T alkSwitch, but have not enabled the Music-on-Hold feature found on the On-Hold/Ringback tab in the System Information folder of the T alkSwitch software. Problem: Call[...]

110 T alkSwitch User Manual Problem: I can’t use my Conference / 3-Way Calling feature from the phone company. • Y ou need to make sure you have checked the box indicating that you have 3- Way Calling or T ransfer and clear on the appropriate lines. This option is located on the T elephone Lines page in the ‘System Information’ folder of th[...]

111 Appendices Other Possible Local Extension Problems: Problem: I am unable to access TalkSwitch Lines with a Local Extension. • 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[...]

112 T alkSwitch User Manual Problem: When I try to access voicemail, I hear a busy tone. • 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[...]

113 Appendices Example: Y ou have 2 T alkSwitch 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 sur[...]

115 Appendices Appendix B - Using T alkSwitch with T elephone Company Calling Services Many of the calling services offered by your local telephone company are compatible with and enhanced by T alkSwitch’ s capabilities. Caller ID (Call Display) - Displays the telephone number and name associated with an incoming call. T alkSwitch is capable of r[...]

116 T alkSwitch User Manual 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 T alkSwitch’ s capabilities whether you have 1 or more telephone lines. Using 3-Way Calling/Conference service gives you access to T alkSwitch’ s[...]

117 Appendices When would you use double flash? 1. If T alkSwitch is connected to any other system/service that uses Flash to acti- vate its features (e.g. a Key T elephone 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 [...]

119 Appendices Appendix C - Quick Commands and T ouch- T one Functions These Touch-Tone Quick Commands can be dialed from a Local Extension or an outside telephone at the Auto Attendant. To enter Command mode, dial at a Local Extension or at the Auto Attendant. If you are requested to enter a password, enter the Administrator password. Next, enter [...]

120 T alkSwitch User Manual T ouch-tone features dialed from a Local Extension. Command 1x1-1x8 2x1-2x8 250-299 300-309 <flash> if connected to a caller <flash> at internal dialtone <flash> at external dialtone 1x1-1x8 2x1-2x8 4x0-4x9 1x1-1x8 2x1-2x8 4x0-4x9 <flash>4 0 Function performed Intercoms a Local Extension Dials a R[...]

121 Appendices Command <flash>5 500-509 500-509 <flash>6 61 60 7 and 1xx <flash>7 80 81-88, 9 80 9 Function performed Disconnects current caller and reconnects immediately to the last caller put on hold. Call P arking Spaces - 10 in total for the entire system. P arked Call Retrieval Conference Call for 3 parties. Enables ‘Do No[...]

122 T alkSwitch User Manual T ouch-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 6 7(xxx...) 81-88, 9 80 1x1-1x8 2x1-2x8 4x0-4x9 4x0-4x9 1x1-1x8 2x1-2x8 4x0-4x9 Function performed User Defined – An Extension, Ring Group, Auto Attendant, Voice mailbox, Announ[...]

123 Appendices Appendix D - Safety Precautions and R egulatory Information Safety Precautions Before using T alkSwitch, 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 operati[...]

124 T alkSwitch User Manual Important Notices F F C C C C a a n n d d I I C C W W a a r r n n i i n n g g s s 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 fol[...]

125 Appendices F F C C C C P P a a r r t t 6 6 8 8 : : 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 T erminal Equipment T echnical Requirements document(s). The Department[...]

126 T alkSwitch User Manual Service Should you experience trouble with this telephone equipment, Model: CT -TS01, for repair or warranty information please contact your reseller . See Appendix E, “T alkSwitch One Y ear Limited Warranty”, for more information. If the equipment is causing harm to the telephone network, the T elephone Company may [...]

127 Appendices Appendix E - T alkSwitch One Y ear W arranty The Original end-user purchaser acknowledges that he or she has read the limited One- Y ear W arranty and W arranty Disclaimers and understands the same and agrees to be bound by its terms and conditions. Centrepoint T echnologies Inc. warrants to the original end-user purchaser that T alk[...]

128 T alkSwitch User Manual D D O O C C C C o o m m p p l l i i a a n n c c e e 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[...]

129 Appendices T T o o o o b b t t a a i i n n W W a a r r r r a a n n t t y y s s e e r r v v i i c c e e : : 1. Contact your reseller and obtain a Warranty Return Authorization (WRA) number if required. If you purchased the product directly from Centrepoint T echnologies, you can obtain this number by contacting the T echnical Support department [...]

131 Appendices Appendix F - Return P olicy P P r r o o d d u u c c t t s s p p u u r r c c h h a a s s e e d d f f r r o o m m a a r r e e s s e e l l l l e e r r : : Check with your reseller on the specific details regarding their return policy . P P r r o o d d u u c c t t s s p p u u r r c c h h a a s s e e d d d d i i r r e e c c t t l l y y f [...]

133 Appendices Appendix G - Specifications E E x x t t e e n n s s i i o o n n I I n n t t e e r r f f a a c c e e Loop range 0 to 600 ohms On hook voltage 35 volts Off hook loop voltage source 35 volts Off hook loop current 27 to 40 mA Ringing voltage 90 volts RMS Ringing frequency 20 Hz - T rue Sine wave T otal supported ringing load 5 REN T runk[...]

134 T alkSwitch User Manual LAN interface Ethernet (10BaseT) Memory expansion 8, 16, 32, 64 MB T alkSwitch Memory Cards S S y y s s t t e e m m Music input Phono jack (mono) P .A. output Phono jack (mono) Power source AC wall adapter 120V AC, 60Hz/16V AC 1.5 amp Power switch Push Button DTMF detectors 12 @ -3dBm to -30dBm Dial tone generators 12 Ri[...]

135 Appendices Appendix H - T alkSwitch and P ower Interruptions T T a a l l k k S S w w i i t t c c h h s s e e t t t t i i n n g g s s a a n n d d c c o o n n f f i i g g u u r r a a t t i i o o n n s s : : In the event of a power failure, your T alkSwitch settings and configurations will not be lost. T alkSwitch’ s feature settings (configurat[...]

137 Glossary * (Star/Asterisk Sign) The character on the bottom left of your touchtone telephone keypad. # (P ound Sign) The character on the bottom right of your touchtone telephone keypad. It is also commonly called the number sign. 3- W ay Calling/Conference A service provided by telephone companies which allows you to connect parties on three d[...]

138 T alkSwitch User Manual 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[...]

139 Glossary sine waves, that can be heard by human ears. Digitize T o translate into a digital form. For example, optical scanners digitize images by translating them into bit maps. It is also possible to digitize sound, video, and any type of movement. In all these cases, digitization is performed by sampling at discrete intervals. T o digitize s[...]

140 T alkSwitch User Manual Intercom A dedicated voice service within a specified user environment. T alkSwitch 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 netwo[...]

141 Glossary 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 [...]

142 T alkSwitch User Manual ple and flexible than the H.323 protocol. SIP uses the existing Internet and HTML structures to provide V oIP 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 arc[...]

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145 Index # (Pound Sign) . . . . . . . . . . . . . . . .137 * (Star/Asterisk Sign) . . . . . . . . . . . .137 3-Way Calling . . . . . . . . . . . . . . . . . . 27 3-Way Calling wait time . . . . . . . . . .74 3-Way Calling/Conference . . . 116, 137 3-Way Conference Call . . . . . . . . . . 137 6' RJ-11 T elephone Cable . . . . . . . . . . 1 Ab[...]

Fax Information . . . . . . . . . . . . . . . . .30 Fax Machine . . . . . . . . . . . . . . . . . . . . .5 FCC . . . . . . . . . . . . . . . . . . . . . .124, 139 Firmware . . . . . . . . . . . . . . . . . . . . . .139 Flash button . . . . . . . . . . . . . . . . . . .139 Flash Lengths . . . . . . . . . . . . . . . . . . .73 Front Panel . . . . . .[...]

T roubleshooting . . . . . . . . . . . . . . . . .73 T wo-line Analog T elephone . . . . . . . . .5 Unscreened T ransfer . . . . . . . . . . . . . .82 USB . . . . . . . . . . . . . . . . . . . . . .4, 6, 106 Use Same Line Connect . . . . . . . . . . .35 View Auto Attendant Memory Usage .50 V oice mailboxes . . . . . . . . . . . . . . . . .91 V oice[...]