Talkswitch CT.TS005.001101.UK manuale d’uso

ANS WERS WITH IN TELLIG ENCE ® T ALK SWIT C H DOCU MENT A TION US ER GUIDE RELEAS E 3.24 CT . TS005.001101.UK For use in United Kingdom and Ir eland[...]

Copyright Inf ormation T alkSwitch Copyright 2006 — All Righ ts R eserved. T alkSwitch is a division of Centr epoint T echn ologies Inc . T alkSwitch and Appello® are r egi stered tr ademarks of Centr epoint T echnologies Inc . Repr oduction, adaptation or tr anslation without prior written permission is prohibited, e xcept as all owed un der th[...]

T ALKSWITCH USER GUIDE • UK & IR ELAND Thank you for purchasing th e T alkSwitch Phone System. This user guid e pro vides instructions f or installing, configuring and using y our T alkSwitch. Please rea d this section before y ou start installing the pr oduct. Important Safety Inf ormation P ow er & Lightning Sur ges Surg e protection de[...]

PREFAC E • Allo w the T alkSwitc h to r e ac h room temp eratur e before in stallation after shipping or stor age to av oid probl ems cau sed by cond ensation. Maint enance Do not attempt to repair a T al kSwitch unit yourself. Advisory Information Pow e r Fa i l u re When a power fai lure occ urs, Line 1 con nects to Exte nsion 4 o n each u nit [...]

TA B L E O F C O N T E N T S I T ABLE OF C ONTENTS CHAPTER 1: TALKSWI TCH INSTALLATION 1.1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.2 Front Panel lights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 1.3 Back Panel . [...]

II T ABLE OF C ONTEN TS CHAPTER 2: TALKSWITCH CONFIGURA TION 2.1 Install the TalkSwitch Configur ation Software . . . . . . . . . . . . . . . . . . . . . . . . . 13 2.2 Running the TalkSwitch so ftware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2.3 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . [...]

T ABLE OF C ONTENTS III 2.3.6 Call Back/DISA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 2.3.6.1 Auto Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 2.3.6.2 Prompted Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 2.3.6.3 DISA . . . . .[...]

IV T ABLE OF C ONTEN TS 3.4 Using the TalkSwitch Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 3.4.1 Activating voicemail boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 3.4.2 Retrieving messages/Ac cessing a voice mailbox . . . . . . . . . . . . . . . . 100 3.4.3 Pager and Cell Phone no[...]

TAL K S W I T C H I NS T A L L A T I O N 1 1.1 INSTALL ATION If any o f these items ar e missing, please conta ct your T alkSwitch deal er . Open the sy stem package , which will contain: • The T alkSwit ch Unit • AC Powe r Ad a p t o r 110V socket m ount a dapt or or 230V with pow er cord (s ub jec t to m ar ket mode l ) • USB cable (supplie[...]

2T A L K S W I T C H U S E R G U I D E • U K & I R E L A N D 1.2 FR ONT P ANEL LIGHTS The fr ont panel con sists o f a po wer butt on (“Po wer”) an d five LED (Light Emittin g Diode) light s indicatin g th e usa ge of th e lines with differ ent states of i llumination. Light: State Description Line 1 On Solid Line 1 is curr ently in u se [...]

T AL KSWITCH INSTALLATI ON 3 1.3 BACK P ANEL Befor e you connect all y our phones an d lines to T alkSwit ch, y ou may wa nt t o configure the unit. This minimizes the di sr up ti o n t ime of yo ur te lep ho ne line s durin g the s ystem setup. See Chapter 2: Confi gurati on. 1.3.1 T alkSwitch 24 Models 1.3.2 T alkSwitch 48 Models Line 4 On Solid [...]

4T A L K S W I T C H U S E R G U I D E • U K & I R E L A N D Po r t s P u r p o s e L1-L2 and L3-L4 (s ub jec t to mode l) T elephon e cables for conn ection to tel ephone compan y analogue (PSTN) teleph one lin e ports or demar cation point; or tel ephone lin e lightenin g protection if requir ed (see notes 1 & 2) E1-E4 and E5-E8 (s ub j[...]

T AL KSWITCH INSTALLATI ON 5 1.4 PLUGGING INT O THE BAC K PANEL 1.4.1 C onnectin g te lephone lin es Y ou can connect th e T alkSwitch t o the tel ephon e company’ s line sock ets usin g the 2-wir e teleph one cabl es pro vided t o ports L1-L2 or L1-L4 (subj ect to m odel). T ake n ote of which telephon e line is connected t o each Lin e port —[...]

6T A L K S W I T C H U S E R G U I D E • U K & I R E L A N D 1.4.2 C onnectin g ext ension t elephones and other de vic es Y ou can connect an y regular analogue exten sion teleph one set, cordl ess (e .g. DECT) teleph one , or fax machin e to th e extension port s – E1-E4 and E1-E8 (s ub jec t to mo del ). Attach a single-line cor ded or c[...]

T AL KSWITCH INSTALLATI ON 7 1.4.4 C onnecting T alkSwitc h to a L AN and/or PC Ther e are curren tly four w ays t o connect t o T alkSwitch for PC configur ation — ov er the LAN (Eth ern et port), USB, Serial, or In ternet. 1.4.4.1 C onnecting T alkSwit ch to a L AN for local conf iguration If you w a nt t o connect multipl e T alkSwitch unit s [...]

8T A L K S W I T C H U S E R G U I D E • U K & I R E L A N D progr ams ten d to ‘h old’ on t o COM ports , making them unav ailable for an y other progr ams . If you are havin g problem s communicating with T alkSwitch, pl ease check th e Chapter 6: H elp and T roubl esh ooting. 1.4.4.4 C onnecting t o T alkSwitc h over IP Ensur e T alkSw[...]

T AL KSWITCH INSTALLATI ON 9 units , thu s keep ing t he T alkSwit ch v oice-ov er-LAN data isolated fr om oth er data on the ne twork. Connect up t o four T alkSwit ch unit s (2 are sho wn in this illustration) t o the LAN switch or swit ched hub . 1.5.2 Setting the Unit ID for the first time When T alkSwit ch units ar e shipped from the manuf act[...]

10 T ALKSWITC H U S E R G U I D E • U K & I R E L A N D 1.5.3 C hang ing t he Unit ID T o change th e Unit ID, the configuration softw are m ust be cl osed! Press from a Local Exten sion to enter command m ode . Enter a passw ord if n ecessary an d dial 0 0 . The sy stem responds with the Unit ID of that particular T alkSwitch. In comman d mo[...]

T AL KSWITCH INSTALLATI ON 1 1 ther e will alway s be 10 Extension Ring Groups with the e xtension numbers 300-309. 1.5.5 K eep trac k of the lines and extensions T o keep tr ack o f the exten sions and lin es connect ed to ea ch T alkSwitch, label each unit with it s Unit ID. I t simplif ies matter s when you need to a dd or remove ext ensi ons an[...]

12 T ALKSWITC H U S E R G U I D E • U K & I R E L A N D disconnected, LA N failur e etc .). In this e ven t, all units can stil l answ er inbound calls with th e same Aut o Atten dant messa ges). V oicemail All Local Extension a nd R emote Extension V oicemail data is stored on the unit wher e the exten sions n ormally resid e . For exampl e [...]

T AL KS W ITCH CON F IG U RA TI O N 13 2.1 INSTALL THE T ALKS WITC H C ONFIGURATION SOFTWARE Insert th e T alkSwitch CD in t o your CD driv e . The Install pr ogram starts automa tically . If you pr efer to use Win dow s Expl orer: Double-click the My Computer ico n. Double-click the CD-R O M/DVD driv e. Double-click the Startscr een.exe fil e. F o[...]

14 T A LK SWIT CH USER GUIDE • UK & IRELAND 2.2 RUNNING THE T ALKSWITC H SOFTW ARE After the in stallation is complete , double-cl ick the T alkSwit ch icon. If T alkSwitch is currently connected to th e same n etwork as your PC, th e configuratio n softw are d e tects an d retrie ves the settin gs fr om T alkSwitch autom atically . If T alkS[...]

T ALKSWITC H CONF IGURATION 1 5 Button — Restor e Firm war e This button is only avail able/a ctive if a fi rm war e update has failed. Click it to start the T alkSwitch Firm ware Update procedur e and f ollo w the instru ctions . F or inform ation on Firm wa re updates , refer t o section 3.8 — Upgra ding th e T alkSwitch Softw are an d Firm w[...]

16 T A LK SWIT CH USER GUIDE • UK & IRELAND 2.3.1.1 File Menu 2.3.1.2 View Menu 2.3.1.3 T ools Menu Not e : Context sen sitive h e lp information is available f or e ach option in the configuration so ftware . Rest your m ouse cur sor over an y control f o r a second or tw o and th e information related to that con trol pops up. Open... Opens[...]

T ALKSWITC H CONF IGURATION 1 7 2.3.1.4 Help Menu T o access T alkSwitch docume nts in PD F f ormat (user guides , quick guides, ref ere nce s e tc. ), go to : Start Menu > Progr ams > T alkSwitch > Documentation. 2.3.2 C onfiguration Navigat ion The Configur ation Navigation organizes all th e configurat ion topics within fol der s. The f[...]

18 T A LK SWIT CH USER GUIDE • UK & IRELAND 2.3.2.1 Con figuration c onsiderat ions c onn ecting multiple units to a LAN When two or m ore units are connected to a LAN and ar e set up for netw ork use , you can configu re al l the conn ected unit s via the Serial or th e USB port to one o f the T alkSwitch units , or to a PC connected t o the[...]

T ALKSWITC H CONF IGURATION 1 9 2.3.3.1 Administration This screen allo ws y ou to assign a System nam e and Ad ministrato r passwor d for T alkSwitch. Th e Administrat or password giv es access to all configur ation options . The passw ord that is en tered is used at configuration start-up an d througho ut T ouch T one configuration. System Name: [...]

20 T A LK SWIT CH USER GUIDE • UK & IRELAND 2.3.3.2 IP C onfigurat ion Configure T alkSwitch IP settings : Click on Sy stem informatio n (to e xpand) Click IP Configuration. The Ra dio button “ Obtain IP and DNS inf ormation aut omatically” is sele cted. Not e : An administrat or passwor d mu st be set to avoid unauth orized access t o sy[...]

T ALKSWITC H CONF IGURATION 2 1 System IP Settings section If you hav e a DHCP (Dynamic Host Configur ation Pr otocol) serv er and y our T alkSwitch un it(s) is (ar e) connected t o the LAN, all fiel ds are fill ed with th e correct inf ormation. Public W AN IP Address Type o f public W AN IP a ddr ess for Intern et Connec tion: Select dynamic if y[...]

22 T A LK SWIT CH USER GUIDE • UK & IRELAND Downl oad on e of the application s specif ied on the site . It needs t o run on a PC connected t o the sam e LAN to update th e DNS servers. The r adio button ‘U se the f ollowin g IP and DNS inf ormation’ is sel ected System IP Settings section If ther e is no DHCP server present, th e follo w[...]

T ALKSWITC H CONF IGURATION 2 3 Subnet Mask: Enter the subnet mask f or the LAN. If you hav e a DHCP server running, this informat ion is obtaine d automatic ally . Default Gate way: Enter the IP a ddr ess of the gatew ay on your netw ork. A gatew ay is a hardwa re de vice (i. e. r ou ter/NA T) that connect s the office n etwork to the In ternet. T[...]

24 T A LK SWIT CH USER GUIDE • UK & IRELAND Expand th e System Information f old er an d click V oIP Configuration. In the “T alkSwitch Profile” tab T alkSwitch has a built- in SIP Server Pr oxy/R egistrar/Redir ect serv er . This fa cilitates the configuration and main tenance for m ulti-branch and telew orker applications. One l ocation[...]

T ALKSWITC H CONF IGURATION 2 5 Pro xy S erver Nam e: If this location is a cting as th e Proxy Serv er , it is fil led in aut omatically . If this location is not th e Pro xy Server , th en enter the IP a ddr ess or domain name associated to the Pro xy Server . If the Serv er is using a differ ent port num ber than th e defau lt, specify th e port[...]

26 T A LK SWIT CH USER GUIDE • UK & IRELAND Pa s s wo r d : If this location is th e Pro xy/Registrar and y ou have enabl ed authentication, assign a password to this unit. This password is requir ed by all oth er location s for r egistration purposes. If t his unit is n ot th e Pro xy/Registr ar and authentication is requir ed, it must hav e[...]

T ALKSWITC H CONF IGURATION 2 7 In the “Service Pro vider Profile” tab A V oIP enabled T alkSwitch can register with V oIP service provid ers t o support calls u sing t heir service . Check with T alkSwit ch fo r the list of Service Pro viders that su pport T alkSwitch i nter op erability . Service Pro vider Name: Enter th e name f or your V oI[...]

28 T A LK SWIT CH USER GUIDE • UK & IRELAND Outbound Pr oxy: Enter the Outbound Pr oxy (if requir ed) associated with the Service Pro vider . Rea lm /D oma in : Enter the R ealm/Domain (if required) associated with the Service Pro vider . V oIP numbers The d escriptions f or the V oIP number s und er the T alkSwitch Pr ofil e tab are the same[...]

T ALKSWITC H CONF IGURATION 2 9 In the “Phone numbers” section In the “T elephone company services” section Click on Activate Line t o enable the tel ephone lin e port. Enter the normal teleph one n umber for the tel ephon e line as the Main Number . If your ar e using a Distin ctive Ringin g s ervice for alternative tel ephon e number s fr[...]

30 T A LK SWIT CH USER GUIDE • UK & IRELAND 3-W ay Calling/Confer ence T alkSwitch can work with a servi ce to forw ard calls to R emote Extension s or other e xternal phone n umbers while u s ing th e same line (Sam e Line Connect). Y ou can u se this service as an option for brid ging calls t o external number s when calling in to T alkSwit[...]

T ALKSWITC H CONF IGURATION 3 1 2.3.3.5 V oIP Numbers The V oIP enable d T alkSwitch unit supports 4 V oIP lines per unit. Up t o 12 V o IP phon e number s can be assigned for ea ch unit so that unique call handlin g scenarios can be configured f or up to 12 number s. F or exampl e, y ou might assign a gen eral number f o r cust omers t o rea ch th[...]

32 T A LK SWIT CH USER GUIDE • UK & IRELAND Phon e numbers 250-299 have sp ecial fu nctionality with T alkSwit ch. These number s can be dialed directly fr om an y exten sion or Auto At tendan t and are r outed autom atically via V oIP to the d estination with th e number assigned to on e of it s ports. P art of the r ole o f an administr ato[...]

T ALKSWITC H CONF IGURATION 3 3 Unde r ‘S et Li ne Hunt Grou p’ , s ele ct the l ine s you wis h to add to t he Hunt Group b y checkin g the box n ext to the lin e . 2.3.3.7 Automatic R oute Selection and T oll R estriction Aut omatic Route Sel ection (ARS) all ow s outg oing calls t o be redir ected to differen t tel ephon e lines or V oIP tru[...]

34 T A LK SWIT CH USER GUIDE • UK & IRELAND The comparison is based on fin ding the maxim um number of l ead ing digit s that mat ch. If a mat ch is f oun d the call foll ows th e action specifi ed in th e ARS tabl e. The a ction can be to bl oc k th e call with an ann ouncem ent or re-r oute it to an alternative Lin e Hun t Group. Th e Line [...]

T ALKSWITC H CONF IGURATION 3 5 • If necessary , click Mov e Up or Mov e Down to ch a nge the o rder of the lines . Entering Leading Digits and Assigning Actio ns What are lea ding digits? • Leadin g digit s are th e first digit or fi r st sev e ra l digits o f an in ternational access cod e , country cod e , area cod e or phon e number . • L[...]

36 T A LK SWIT CH USER GUIDE • UK & IRELAND • Select th e d esired Acti on (route t o a specified line h unt gr oup or block calls) fr om the corr esponding pull- do wn list. Example: Not e: The entries that you specify for ARS mat c h the dialed digit s with the l ongest leadin g digits entry . If the n umbers dialed mat ch the digit s tha[...]

T ALKSWITC H CONF IGURATION 3 7 Set Local Extension Hunt Gr oup Access By def ault, all line hun t groups f or each l ocal extension ar e enabled. If y ou wish to restrict a ccess to some lin e hun t groups , you need t o disable the line hunt grou p s a t t he lo ca l ex tens io n. • Open the T alkSwitch Configuration softw a re . • Select Sy [...]

38 T A LK SWIT CH USER GUIDE • UK & IRELAND Additional Notes Emer genc y Access Numbers The em erge nc y access n umbers, sh own in the Em erg enc y Service Section of the AR S configuration wind ow , are alw ays allo wed thr ough ARS, ev en if the line is bl ocked. These n umbers ar e dependan t on the region an d chang e based on the co un [...]

T ALKSWITC H CONF IGURATION 3 9 Automatic Route Selection Ex amples 2.3.3.8 Fax Information If you have a d edicated fax line or a Distinctiv e Ring n umber for a fax ma shine associated with a line , choose the fax n umber in the list. If you d on’t have a lin e dedicated for inboun d faxin g, select ‘None’ . If you d o not see your fax n um[...]

40 T A LK SWIT CH USER GUIDE • UK & IRELAND 2.3.3.9 Local Extensions Local Extensions ar e phon es or de vices connected t o an y of the e xt ension ports at the ba ck of T alkSwitch. See se ctions 1.3 and 1.4 f or more d etails on connectivity . Select the e xtension(s) you wish t o configure . Local Extensions ar e activ ated with the assoc[...]

T ALKSWITC H CONF IGURATION 4 1 Caller ID Information section Last Name/Fir st Name: Enter the fir st and last name o f the person associated with the exten sion. The last nam e is re quired if t he per son is in clud ed in th e ‘Dial by Na me’ di rect ory listing u sed by th e A uto Atte ndan t. The per son usin g that extension mu st also rec[...]

42 T A LK SWIT CH USER GUIDE • UK & IRELAND the f ax goes o ff hook, T alkSwit ch hun t s the specified lin es for an availabl e line . This featur e all ow s users t o avoid dialin g extra dig its t o access a line . Hunt Group A ccess (butt on) This is used if you w ant t o permit or restrict specific Hu nt Group a ccess to the e xtension. [...]

T ALKSWITC H CONF IGURATION 4 3 Choose a Rem o te Extension to configur e . Y ou mu st enter a phon e number in ord er for the e xtension to be con sider ed activ e by th e sy st em. Last Name/First Name: Enter the fir st and last name o f the person associated to th e exten sion. The last nam e is requir ed if the per son is to be inclu ded in the[...]

44 T A LK SWIT CH USER GUIDE • UK & IRELAND incomin g call has 3-W ay Calling/Confer ence or T ran sfer service (Centr e x/ Ple xar). If the line does n ot have an y of these services , the call will be forw arded u sing th e Hun t Group ch osen in the “Conn ect usin g:” section. If you have a ‘T ran sfer and cl ear’ service o n you r[...]

T ALKSWITC H CONF IGURATION 4 5 300 for the Sal es Departm ent, t o ri ng e xtension s 111, 112, 113, and 114. Ring Gr oup 301 might be f or T echnical Support, ringing e xtension s 115 and 116. Identify types of calls by differe nt ring patterns Example: Y ou are the pr e siden t of a compan y and you don’t wan t to handl e ca lls fro m the gene[...]

46 T A LK SWIT CH USER GUIDE • UK & IRELAND 2.3.3.12 On-hold/Ringbac k If you wish to hav e caller s listen to music or adv ertising whil e they are on hold , e na ble Mus ic on Ho ld i n t h is ta b. On-Hold Settings Ther e are 3 option s for when call ers ar e placed on hol d. 1. The de fault setting is t o play ‘dou ble beep ’ ton es t[...]

T ALKSWITC H CONF IGURATION 4 7 2.3.4 V oic email 2.3.4.1 Local Extension Voic em ail This section deal s with the in ternal v oicemail s ystem in cluded with T alkSwitch. It allo ws y ou to a ctivate Local, R em ote and Gen era l voice mailbox es and t o change gl oba l setting s to th e voicemail s ystem. W e recomm end t o expa nd th e mem ory f[...]

48 T A LK SWIT CH USER GUIDE • UK & IRELAND Mailbox Option section Play announ cement only: If you w ant to u se a local exten sion mailbox for informational purposes and pre vent caller s from recor ding messa ges , ch eck the ‘Play ann ouncem ent only’ box. Load Greeting (butt on): Y ou can loa d a pre-r ecord ed v oicemail g reeti ng f[...]

T ALKSWITC H CONF IGURATION 4 9 Se lec t Not i fi ca ti on S et ti ngs to s pe ci fy how yo u want T a l kS wi tch to hand le notification calls. Pag e r : Cl i ck the Pager che c k b ox i f you wa nt to b e no ti fi e d by p ager whe n new messag es arrive. A ctivate th e feature and enter the pa ger number and th e nume ri c me s sage to be di sp[...]

50 T A LK SWIT CH USER GUIDE • UK & IRELAND This feature works with FSK MWI m essag e compatible teleph one sets . Stuttered dial ton e is also pro vided. 2.3.4.2 Remot e Extension V oicemail Rem ote Exten sion voicemail is similar t o the Local Extension v oicemail. Ensu re th at th e rem ote exten sion has been enabl ed so that yo u can a c[...]

T ALKSWITC H CONF IGURATION 5 1 2.3.4.3 General V oicemail Gener al V oicemail is similar to bot h Local and R emo te Extension V oicemail. These ar e gen eric mailboxes u s ed for g ener al purposes like m essag es for a sales team or a tech nical support gr oup. Please r efer to section 2.3.4.1 f or inf ormation on the f ollo wing. Go to voicemai[...]

52 T A LK SWIT CH USER GUIDE • UK & IRELAND 2.3.4.4 Global Settings An y chang es mad e to Global Setting s affect all system v oice mailbox es. Global Message W aiting Indic ator This option is help ful if y ou use a limi ted number o f voice mailbo xes. Wh en a ne w messa ge is l eft in an y active v oice mailbox, th e P ow er/Data light pu[...]

T ALKSWITC H CONF IGURATION 5 3 View Mailbo x Data (butt on) View the d etails f or each v oice mailbox and announcem e nt f ollo wed b y a summary . This tool is u seful for managin g the voicemail r esources of th e syst em . Reset Mailbo xes (bu tton ) Example: An emplo yee has l eft the compan y and all greetings , messa ges and settings f or a[...]

54 T A LK SWIT CH USER GUIDE • UK & IRELAND switch ed manually or automatically (w ith Aut omatic M ode Swit ching ). Name the mod es since names ar e displayed el sewh ere in th e configuration softw are when ev er Mod es are u s ed. T o use the Aut omat ic Mod e Switchin g feature , activate it by clickin g ‘Use Aut omatic Mode Switching?[...]

T ALKSWITC H CONF IGURATION 5 5 pressin g firs t. This is u seful f or provi ding ‘vi rtual’ Exten sions associat ed with a mailbox f or telecomm uters or other part-time staff. Y ou can record or l oad up to 9 differ ent A uto A ttendant s with a total c o m b i n e d t i m e of 3 0 m i n u t e s ( s h a re w i t h v o i c e m a i l ) o r e x [...]

56 T A LK SWIT CH USER GUIDE • UK & IRELAND Example: 1. Fr om the local exten sion go o ff hook an d press t o enter command mod e , then d ial 4 1 . 2. After th e ton e , recor d your A uto A ttendant m es sag e . Press when y ou are don e . 3. Pr ess 5 1 to listen to y our recor ding. Recording A uto Attendants from an out-of-office phone 1[...]

T ALKSWITC H CONF IGURATION 5 7 Atten dant, use this option t o forwar d calls t o a Rem ote Extension for emer genc y purposes or direct cal ler s to a voice mailbox . If the call er selects ‘1’, ‘2’, ‘3’, ‘4’ or ‘5’ th en: T alkSwitch can perform on e of sev eral a ctions in th e table bel ow at th e se lec te d Au to Att end [...]

58 T A LK SWIT CH USER GUIDE • UK & IRELAND If a fax call is d etected then: If T alkSwitch det ects a fax call ( iden tified by th e CNG ton es emitted from the fax), it can route it t o a Local Extension. If you d o n ot wan t to u se fax detection, have T alkSwitch perform no a ction. After the A uto A ttendan t has finished playing an d n[...]

T ALKSWITC H CONF IGURATION 5 9 If 7 is dial ed T alkSwitch uses 7 t o preced e PBX Extension s o f anoth er Centr ex or PBX sy stem. If T alkSwitch is n ot connec ted to an other sy stem, 7 is inactiv e . If T alkSwitch is connected to anoth er PBX system, see section 2.3.5.4 for more de ta il s. If 80 – 88 or 9 is dialed If you pr ess ‘80 –[...]

60 T A LK SWIT CH USER GUIDE • UK & IRELAND Erase Instr uctions (button) Click this button t o display a dialog box sho wing the in structions on h ow to erase an Aut o Attendan t using a teleph one. I t is a good idea to er ase unused Aut o Attendan ts . The y share the m emory with v oicemail. View A uto A ttendant Tim e Usa ge T o view th [...]

T ALKSWITC H CONF IGURATION 6 1 Ri ng E xt ens ions on ly ( no Auto Att end ant is pl aye d) If you d on’t want th e Auto Attendan t to answ e r calls on this line , se lect this option. All the Local Extensions ar e set to rin g immediately during an inbound call b y default. No Call Cascad e action s (suc h as voicemail) can be perform ed if yo[...]

62 T A LK SWIT CH USER GUIDE • UK & IRELAND one m ore ring than the n umber of ring s you select. T alkSwitch uses the first rin g to d etermin e the rin g type and t o support Caller ID information. Adjust Sequence .. (button) Th is s ec t io n c ont ro ls how t he E xt e nsi o ns w il l ri ng bef ore the Au to At te nd ant answ ers th e cal[...]

T ALKSWITC H CONF IGURATION 6 3 Description s for V oIP n umbers and T e leph one Lines (section 2.3.5.3/4) on the f our features bel ow ar e the sam e . Ring Exten sions only (n o Aut o Atten dan t is play ed), Play Aut o Attendan t or , Go t o V oice Mailbox. and Adju st Sequence ... (button) 2.3.5.5 Local Extensions — C all Ca scade This secti[...]

64 T A LK SWIT CH USER GUIDE • UK & IRELAND If a call is manually tr ansf erred t o a Local Extension that is bus y , T alkSwitch foll ow s the Call Cascad e options f o r that extension. Ther e are 4 differen t ‘Call Cascad e ’ situations f or Local Extensions . 1. Bus y (at extension); 2. No answ er (at extension); 3. Ans wer (at exten [...]

T ALKSWITC H CONF IGURATION 6 5 2. No An swer tab — routin g options if this exten sion is not an swer ed after x ring s Select the n u mber of ring s and select one of th e actions . The a ction drop do wn list is th e sam e as for th e Bus y tab ex cept that the option ‘play bus y tone ” i s re pl ace d by ‘ kee p r ing ing ‘ . 3. An sw[...]

66 T A LK SWIT CH USER GUIDE • UK & IRELAND 2.3.5.6 Remot e Extensions — Cal l Casc ade Rem ote Extension Call Cascad e work s principally th e same w a y as the l o cal Extension Call Cascade . Please refer to section 2.3.5.5 and substitute the wor d Rem ote for Local. The Re mote Exten s ion Call Cascad e does n ot have a ‘Do not Distur[...]

T ALKSWITC H CONF IGURATION 6 7 1. Bu sy tab — routin g options wh en this ex tension is bu sy Cascad e options for f orwardin g calls: • go t o voice mailbox, • go t o local ext., • go t o remote e xt., • go t o rin g group, • pl a y a n nou nc eme nt , • go t o auto attendant, • play busy t o ne (e xample , if a fax ma chine is at[...]

68 T A LK SWIT CH USER GUIDE • UK & IRELAND 2.3.5.7 Extension Ring Groups — C all Cas cade Extension Rin g Groups — Call Cascad e is similar t o Local and R em ote Call Cascad e (sections 2.3.5.5 and 2.3.5.6). The Call Casca de r outing options ar e engag ed if the Ring Group is sel ected from th e Auto A ttendan t or if a call w as tran [...]

T ALKSWITC H CONF IGURATION 6 9 • go t o remote e xt., • go t o ring gr oup, • pl ay an nou nce ment, • go t o auto attendant, • queue at ring group, • play bus y ton e (exampl e , if a fax machin e is a t the e xtension), • hang up. F or mor e information on th e se features , see Chapter 3: Usin g T alkSwit ch. 2. No An swer tab —[...]

70 T A LK SWIT CH USER GUIDE • UK & IRELAND Y ou can make a dir ect call to T alkSwitch, act ivate Call Brid ge an d enter th e tele phon e number y ou wan t to dial. T alkSwit ch dial s th e number fr om your office tel ephon e or V oIP numbers and conn e cts the tw o ca lls to gether (th e ca l l yo u ma de to Talk Sw i tc h a nd the c al l[...]

T ALKSWITC H CONF IGURATION 7 1 importan t to r emember that a small initial l ong distance char g e is incurred at y o ur current l ocation when you a ctivate Prompted Call Back. 2.3.6.1 Auto C all Bac k T alkSwitch‘s Call Back/DIS A features give s you a ccess to your o ffice-based long distance savin gs plan fr om anywh ere ar ound the w orld.[...]

72 T A LK SWIT CH USER GUIDE • UK & IRELAND *70,1010555,, This correspon ds to 70 f or disabling th e Call W aiting feature , a 2 second pau se to w a it for th e new dial t one , 1010555 for th e lon g distance prefix, and a 4 second pause to wa it for the n ew dial ton e befor e dialing th e long distan ce phon e number . Number u sed t o t[...]

T ALKSWITC H CONF IGURATION 7 3 Allo w DIS A (Call Bridge): T o allow DIS A (Call Bridg e ) after a Call Back has been a ccepted, check th e Allo w Call Bridge bo x. Y ou may also r estrict th e Call Brid ge lin e access by selectin g the H unt Gr oup Access butt on. By default, Call Brid ge is enabl ed when Call Ba ck is activ ated. Y ou will not [...]

74 T A LK SWIT CH USER GUIDE • UK & IRELAND Number to call back: Enter this phon e number e xactly as you woul d normally dial the n umber from this lin e (do n ot enter a Line H unt Group in th e dialing strin g). T alkSwitch calls ba ck from the sam e line the call origi nated. Use dialing pr efix: ( with Call Back number) If you hav e to d[...]

T ALKSWITC H CONF IGURATION 7 5 Pick up a telephon e handset connec ted to th e T alkSwitch and u s e the foll owin g keypa d command s to r ecord the Pr ompted Call Back Announ ced Messag e: 1. Press to en ter comman d mode . Enter th e passwor d if re quired . 2. Enter the appr opriat e command as listed below . Af ter each comman d, press to con[...]

76 T A LK SWIT CH USER GUIDE • UK & IRELAND 2. A t the A uto Atten da nt m essag e , dial the H unt Gr oup for which you hav e the accoun t password (9 is def ault). Y ou are pr ompted for the passw ord. 3. Dial th e passwor d and press to access a T alkSwitch teleph one lin e . 4. A t this point, you can dial a number the sam e way as from t[...]

T ALKSWITC H CONF IGURATION 7 7 Line Controls If you need t o adju st the volum e of conv ersation s through the sy st em, you can adju st each lin e individually . Th e default setting s compensate f or loss created by T alkSwitch an d a portion of the l oss created b y your lin es. W e recomm end that y ou adju s t th e le vel f or each lin e sep[...]

78 T A LK SWIT CH USER GUIDE • UK & IRELAND Usin g these cod ecs can cause on e side o f the call t o sound ‘ch oppy’ because the br oadban d connection cann ot handle th e requir ed bandwidth. V oice Activity Detection (V AD): A typical v oice conv ersation m ay contain 35-50 percen t silen ce. If cust omer s need t o conserv e bandwidth[...]

T ALKSWITC H CONF IGURATION 7 9 Tr ansferring from a Home phone Y ou can tran sfer a call from a phon e connected in parall el to one o f the incomi ng T alkSwit ch lines (f or exampl e , you r hom e phon e if you hav e a ho m e - b a s e d b u s i ne s s ) to a L o c a l o r R e m o t e E x t e n s i o n , E x t e n s i o n R i ng G r o u p , an A[...]

80 T A LK SWIT CH USER GUIDE • UK & IRELAND Caller in queue r eminder When a caller is in queue at an extension alr e ady in u se , a remin der t one plays at the e xtension to l et them kno w the y have a caller in their queue . This option all ows y ou to turn o ff this fun ction. Call Back ring r eturn Y ou can adjust th e number of rin gs[...]

T ALKSWITC H CONF IGURATION 8 1 Setting up T alkSwitch behind an e xisting PBX 1. Conn ect the PBX extens ion to one o f T alkSwitch’ s Line por ts . Y ou may d o this with all your T alkSwitch lines (1 PBX exten sion per lin e) depen din g upon h ow man y Aut o A ttenda nt port s you wo uld lik e on the PBX. 2. Configur e incomin g calls on y ou[...]

82 T A LK SWIT CH USER GUIDE • UK & IRELAND Internal Caller ID options T alkSwitch can gen erate nam e and n umber Caller ID to ea ch exten sion during inter com calls. If y our Caller ID unit/tel ephone d oes not sup port the nam e option, choose to hav e T alkSwitch send th e number only . Audio Output Options T alkSwitch can output differe[...]

T ALKSWITC H CONF IGURATION 8 3 set the n ormal setting for th e country or teleph one compan y . It is recommen ded that exten sion telephon e sets with Recall, R, or Flash button s ar e used, t o en sure th e correct signal duration is sen t. Do t o mix teleph on e sets on the sam e system wi th differen t settings f or Recall or Flash. Accepted [...]

84 T A LK SWIT CH USER GUIDE • UK & IRELAND Auto A ttendant Adjustments Since T alkSwit ch allo ws call ers t o di al 100, 200, 300 series e xtensions an d 400 series mailbox es and all ow s fall-through option s for th e singl e digits 1, 2, 3, 4 and 5 at the Aut o Atten dant, ther e needs t o be a time limit on how lon g after th e fir st d[...]

T ALKSWITC H CONF IGURATION 8 5 Line CPC/Disconnect Clear Ringback Control If an extension seem s to ring ba ck as if a caller was on hold , but when answ ered, no on e is there , it could indicate a debounce pr oblem with the phon e hook/swit ch. When som eone at the e xtension han gs up, the handset bounces slightly t o cause a recall signal that[...]

86 T A LK SWIT CH USER GUIDE • UK & IRELAND Vo I P P o r t s SIP Signalling P ort: The d efault SIP signallin g port is 5060. If you n e ed to choose anoth er port, enter a v alue between 1024 an d 16556. Starting RTP P ort: The startin g RTP port for T alkSwitch is 6000. Fr om this starting poin t, T alkSwitch needs 4 port s for ea ch T alkS[...]

USING TALKS WITC H 87 3.1 IN THE OFFIC E — R E C EIVING CA LLS WITH OR WITHOUT THE AUTO AT TENDANT 3.1.1 R eceivin g calls using the Aut o Attendant If you d on’t have a r eception ist, th e Au to A ttendan t he lps y ou han dle all your inboun d calls an d helps to impr ove your corp orate ima ge . Once it has been configured and its m essag e[...]

88 T A LK SWIT CH USER GUIDE • UK & IRELAND see section 2.3.5. Once calls hav e been answ ered at a Local Exten sion, the y can be tr ansferr ed t o an y exten sion or v oice mailbo x. See section 2.2.4 f or more de ta il s. 3.2 IN THE OFFIC E — MAKIN G AND R EC EIVING CAL LS 3.2.1 Ma kin g call s from a L ocal Exten sion Place Intercom cal[...]

USING T ALKSWITCH 89 Call Pick Up T o intercept a call that is rin ging on an y other Local Extension bef ore or after th e Auto A ttendan t has enga ge d, pick up y our han dset . At th e T alkSwitch in ternal dial ton e, dial 9. This routes the call to your Local Extension. T o answ er a call ringin g specifically at an other exten s ion before o[...]

90 T A LK SWIT CH USER GUIDE • UK & IRELAND T o announce calls bef ore tr ansferrin g (Screened T ran sfer), put the caller on hol d and dial the appropriate e xtension number . If the per s on at the receivin g extension an swers and wishes t o take the call, hang up or dial ‘recall’ ‘4’ to compl ete the tr ansfer an d g et an intern[...]

USING T ALKSWITCH 91 3.2.5.2 Parkin g a caller using Aut o Park T o place a caller in the ne xt availabl e P ark Orbit, press ‘recall’ an d 510. Y ou hear a confirmation that indicates the caller has been parked successfully and in t o which Park Orbit. 3.2.5.3 Retrievin g a parked call Once th e caller is parked, retrie ve th e caller at anoth[...]

92 T A LK SWIT CH USER GUIDE • UK & IRELAND If the call came fr om the A uto Attendant and the e xtension has no voice mailbox: “The e xtension y ou have r eached is curren tly busy . If you wish to con tinue hol ding, pl ease remain on the line an d to r eturn to the main m enu, press .” If the call was tr ansferr ed from another e xtens[...]

USING T ALKSWITCH 93 that provid es the option to a ccept the queued call (press ) or leav e the caller in th e queue (press ) and return to th e dial ton e to make a new call. 3.2.7 Using t he T alkSwitc h Call W aiting feature The Cal l W aiting featu re is a ctivated as a ‘bu sy’ option at th e Call Cascad e routing f or a n y local e xtensi[...]

94 T A LK SWIT CH USER GUIDE • UK & IRELAND 1. Esta blish a call with an out sid e party . 2. Pla ce th e outsid e caller on hol d and dial th e number of th e other out side party . If you d on’t have ‘Dir ect Line A ccess’ enabled at your e xtension, dial ‘9’ or another H unt Group bef ore dialing the second ph one n umber . 3. Wh[...]

USING T ALKSWITCH 95 If someon e in the Ne w Y ork o ffice w ant s to rea ch som e on e in the M iami office , the y can dial one o f th e phon e number s associat ed to Miami (270-273). T alkSwitch aut omatically fi n ds an availabl e V oIP number an d connect s to th e Miami location. The T alkSwitch at th e Miami location handl e s th e call a c[...]

96 T A LK SWIT CH USER GUIDE • UK & IRELAND When a phon e in parallel with T alkSwitch is o ff-hook, you n otice that the correspon ding line ligh t flicke rs t o indic ate the lin e is busy . T alkSwit ch does not all ow exten sion s to in terfer e on a call that has the lin e in use . 3.2.11 Mo dems and tel ephone line ac ces s If your m od[...]

USING T ALKSWITCH 97 3.3 OUT OF THE OFFIC E — REC EIVING CALLS T HROU GH CALL F ORWARDING 3.3.1 The three ways to forward cal ls 1. A utomatic call forw ardin g The A u to A ttendant can automatically forw ard office cal ls t o your call forw arding teleph one n umber(s) (Rem ote Extensions). U se the A u to Atte nd ant m essag e to pr ompt calle[...]

98 T A LK SWIT CH USER GUIDE • UK & IRELAND If the sy stem is configured in the Tran sfer Options section to all ow call s screening, y ou dial 4 to complete a transfer or 5 to can cel the tr ansfer and r eturn to the call er . 3.3.3 S creen ing opt ions for f orwar ded ca lls The screenin g options f or Ca ll F orwar di ng ar e configured in[...]

USING T ALKSWITCH 99 3.3.4 Call s over V oIP with SIP phones and Gateways If telew orkers are conn ected to the s ystem via a certified compatible SIP de vice (i.e . gateway or SIP ph one), ther e are sev eral w ays f or that tele worker to in teract with T alkSwitch. Making calls Once th e phon e or gate way is r egistered with th e T alkSwitch SI[...]

100 T ALKSWIT CH USER GUIDE • UK & IRELAND 3.4.1 Ac tivat ing voic email box es Activ a te V oice mailbox es in the T alkSwitch configu ration so ftware . There ar e th ree s er i es of V o i ce m ai lb oxe s t h at yo u can act ivate in th e V oicemail section of th e configuration. 1. Local Exten sion mailbox es These mailbox es are gener a[...]

USING T A LKSWITCH 101 Local exten sions can tr ansfer emplo yees to a ccess voicemail b y pressin g ‘recall’, then pr essing and enterin g the mailbox n umber . If Direct Lin e Access is enabled, be sure t o press ‘recall’ befor e trying t o access y our mailbox. The fi rs t t ime you ac ce s s yo ur voi c em a il , yo u a re pro mp t ed t[...]

102 T ALKSWIT CH USER GUIDE • UK & IRELAND Change greeting op tions (press 2) Th is a llows you to re c ord a new pe rs on al voicemail gr eet ing. Th e def ault greeting is: “The e xtension y ou have r each ed is unav ailable at this time . Please leav e a m essage after th e ton e” . Change person al options (press 3) This all ow s you [...]

USING T A LKSWITCH 103 If you u se Rem ote Phon e Notification, you have th e option to a ccept or rej ect the notification call when y ou answ er . T o listen to messag es, press . T o pos tpone listenin g to m essages , press . F or detail s on configuring P ager and R e mote Ph one Notification, please see section 3.4. 3.5 MUSIC ON HOLD T alkSwi[...]

104 T ALKSWIT CH USER GUIDE • UK & IRELAND At th e Local Extension dial tone or at the A uto Attendant, dial to enter command m ode and en te r a password (if requir ed) . Dial an y of the f o llo wing Quick Commands an d press the sign. Automatic Mode Switching usin g the Time Scheduler Use th e configuration softw are t o activate T alkSwit[...]

USING T A LKSWITCH 105 a) Make another call Press . T alkSwitch disconnect s you from th e call in progress . Y ou ca n dial anoth er number or r edial the sam e n umber . b) Activ ate the A uto A ttendant Press . T alkSwitch en ds the DIS A session and activ at es the Aut o Atten dant. Once th e Aut o Attendant m essage begins playing, you hav e t[...]

106 T ALKSWIT CH USER GUIDE • UK & IRELAND Activ ate Call Back Ther e are two w ays to a ctivate Call Back. 1. U sing ‘Prompted Call Back’ Activ a tion: From y our out-of-office l ocation, dial a T alkSwitch tel eph one n umber . Let the line rin g until the A uto A t tendant an swer s your call and th en dial ‘6’ on the tel e phon e [...]

USING T A LKSWITCH 107 3.8 UPGRADING THE T ALKSWITC H SOFTWARE AND FIRMWARE W e are contin ually lookin g for w ays t o enhance y our comm unications capabilities . When n ew feat ures are a dded, w e wa nt T alkSwit ch user s to hav e immediate access t o the update . T alkSwitch supports firm ware updates for ad ding n ew features . Y ou can easi[...]

108 T ALKSWIT CH USER GUIDE • UK & IRELAND The T alkSwitch firmw are v ersion number of ea ch unit is i n the System information wi nd ow . In the T alkSwitch Configur ation start wind ow , click the link ‘View Sy stem Information’ . Step #2 — Download new softwa re and firmw are When you sel ect and click on the appr opriate ver sion f[...]

USING T A LKSWITCH 109 If the firm ware update w a s unsu ccessfu l, please f ollo w the in structions through the update process again. If probl ems persist, pl ease contact y our resell er or Ta lkSwitch. If you r eplaced y our computer with a ne w one , please u se the softw are that match es the latest ver s ion o f firm ware runnin g on T alkS[...]

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CALL DE TAI L RE CORD LO GG ING 1 1 1 Th is c ha p te r c ove rs t he se tu p and re tr i eval of rec ord s gene ra te d by c a lls through the T alkSwitch ph one sy s tem. 4.1 ENABLING C ALL DET AIL REC ORD (C DR) LOGGING T alkSwitch can report th e CDRs in “real-tim e” to a comp uter connec ted to the unit’s serial port, or log th e CDRs in[...]

112 T ALKSWIT CH USER GUIDE • UK & IRELAND When st oring th e CDR to a fil e on T alkSwitch, appr oximately 6000 recor ds are stor ed in a circular buff er . This me an s that some time after 6000 r ecords , the old est recor ds will be deleted as n ew ones ar e created. This am ount s to 6000 recor ds cov er anywh e re fr om a couple o f day[...]

CA LL DE T AI L RECO RD LO GG I N G 11 3 3. Click on th e link for Call Detail Recor d (CDR) Management. 4. Y ou may eith er right click on Do wnloa d CDR to save th e information to your PC or l eft click on the link to view th e curren t information. Once th e CDR file has been downl oad ed, you can clear th e buffer/file by selectin g the link u[...]

114 T ALKSWIT CH USER GUIDE • UK & IRELAND 4.2.2 Serial Int erfac e — Re al Time to Seri al Interfac e In orde r to capture th e data in a real time environmen t you m ust have a PC connected t o T alkSwitch Unit ID 1 with a serial cabl e. 1. Laun ch Hyper T erminal b y clickin g Start -> Progr ams -> Accessories -> Communications [...]

CA LL DE T AI L RECO RD LO GG I N G 11 5 4. Set th e bits per second t o 57600. All other v alues may be left at their defa ul ts, the n cl ic k OK . 5. Click on T ransfer -> Capture T ext... 6. Sel e ct the appropriate dir ectory and filename t o save the data. Click Start . 4.3 ANALYZING THE DATA The data can be vie wed either thr o ugh the w [...]

116 T ALKSWIT CH USER GUIDE • UK & IRELAND Example: Eac h c ol u mn c ont a ins s p ec i fi c in fo rm a t ion related to the current state of th e call. The f ollo wing is a li st of th e co lumns wit h an expla nation f or ea ch one: 1. Typ e — This column cont ains th e follo wing chara cter s: a) I — In dicates an Inbound Call b) T ?[...]

CA LL DE T AI L RECO RD LO GG I N G 11 7 7. Connection — This column indicates where the call was f or each ev ent. Th is inc lude s Au to At te nda nts, Voic em ail, exten sion ringin g or queuing. ‘RCO‘ indicates that multiple e xtensions ar e ringin g. Exxx = Connected t o Extension xxx (xxx = 111-118, 121- 128, 131-138, 141-148) Axxx = Co[...]

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V O I P I N F O R M A T I O N 1 1 9 5.1 INTRODUCT ION TO V OIP The T alkSwitch with V oIP lines is a h ybrid PSTN/V oIP phon e system. Th e ad dition of V oIP to th e T alkSwitch produ ct line a dds th e ability to u se a broa dband IP connectio n for voice call s. The V oIP enabled T alkSwitch can be u sed in man y different application s. The mos[...]

120 T ALKSWIT CH USER GUIDE • U K & I R E L A N D Example: If you hav e a 1Mbps ADSL connection from your service pr ovid er , it usually m eans you hav e an upstream bandwidth of appr oximately 380 Kbps. Just becau se the service pr ovid er sa ys that y ou hav e 380 Kbps upstream bandwidth d oes not m ean that the full 380 Kbps is available [...]

VO I P IN F O R M AT I O N 1 2 1 5.2.3 The Local Ar ea Network T o share voice and data pr operly , y our netw ork requir es an Ethern et switch. A switch isolates the Eth ernet ports fr om each other and only all ows tr affic inte nd ed f or th e de vice connected t o that port to en sur e that data tr affic doesn’t compete with voice tr affic. [...]

122 T ALKSWIT CH USER GUIDE • U K & I R E L A N D 2. Choose the right CODEC for y our location T alkSwitch supports 3 CODECs (compression al gorith ms). Th e def ault CODEC is G.729 usin g approximately 25 Kbps ban dwidth upstr eam and 25Kbps bandwidth d ownstr eam for each call. G.729 pr ovides v ery good call quality while minim izing ban d[...]

VO I P IN F O R M AT I O N 1 2 3 What is SIP? The Session Init iation Prot ocol (SIP) is a signalling pr otocol used for establishing sessions in an IP network. A session could be a simpl e two-w ay teleph one call or it coul d be a collabor ative m ulti-media confer ence session. Over th e last couple of year s, th e V oice over IP community has a[...]

124 T ALKSWIT CH USER GUIDE • U K & I R E L A N D usually in the r ang e 192.168.x.x, 172.16.x. x or 10.x.x.x. These IP ad dresses are u sed wher e yo u have m ultiple comput ers al l sharin g the sa me In ternet connection. T o access the In ternet, a computer or V oIP device m ust hav e an IP ad dress. So wh at do you do i f yo u r IS P ( I[...]

VO I P IN F O R M AT I O N 1 2 5 When d eploy ing V oIP de vices, it’ s best to have a Static Public IP Addr ess as this prev ent s destinations from beco min g unreachabl e for p eriods of tim e when the IP a ddress changes . But since this can be an expensive option, the V oIP enabled T alkSwitch support s the ability to handl e Dynamic Public [...]

126 T ALKSWIT CH USER GUIDE • U K & I R E L A N D ev en if your IP ad dress chang es. F or example , www .dyndns .org or hn.org or www .no-ip.com. Y ou should con sult with them about h ow t o use th e ir service . The basic idea is that y ou will receive an ad dress like m ynam e .homeip. net which poin ts t o your IP ad dress (i.e . 209.210[...]

A P P E N D I X A 1 2 7 If you are havin g pr oblem s with the configur ation or operat ion of T alkSwitch, pl ease check this section. If y ou do n’t fin d the solu tion to y our probl em her e , try checkin g the F AQ section located in th e Support area at our website: ht tp://global. talkswitch .com. If you cannot r esolve your pr oblem an d [...]

128 T ALKSWITCH USER GUIDE • UK & IRELAND Tr oubleshooting This section of th e manual is d esign ed to h e lp you quickly r esolv e probl ems with T alkSwitch. The probl ems ar e organized in the f ollo wing manner . 1. Pr oblem s that can occur when in stalling th e configuration softwar e. 2. Pr oblems that can occur during Configur ation;[...]

A P P E N D I X A 1 2 9 Line 2 an d 3 light s flashing simultan eously: Th ere is a fil e sy stem error . T o fix th e probl em, re boot T alkSwitch. I t will do a fil e sy stem check an d fix an y probl ems en counter ed. If this does not r esolve the pr oblem, con tact y ou r T alkSwitch deal er . Line 1 an d 4 ligh ts flashin g simultan eous ly:[...]

130 T ALKSWITCH USER GUIDE • UK & IRELAND Probl em: I am unable to configur e T alkSwitch usin g a tou ch-ton e phon e and the K eypad Comman ds . Solution: Try th e follo wing solutions , in ord er , until the pr oblem is resolv ed. • T alkSwitch cannot be configured us in g a phon e that is sh aring a line with it. • If you are trying t[...]

A P P E N D I X A 1 3 1 Probl em: The A uto A ttendant an swers call s befor e an y of th e extension s ring. This is a probl em for th ose T alkSwitch us ers wh o wish to hav e their Local Extensions ring befor e the A u to A t tendant pick s up incoming calls . • Check th e ‘Extension s to rin g’ column in the T eleph one Lin es tab in the [...]

132 T ALKSWITCH USER GUIDE • UK & IRELAND Call Routing with Local Ex tensions and Home Phones (Tra n sf e r a nd I nt e rco m ): Probl em: Caller s are disconnected wh en transferrin g calls from on e extension to a nothe r . • It is possible that if you are u sing the h ookswit ch to put callers on hol d rather than a Recall butt on, you m[...]

A P P E N D I X A 1 3 3 • Man y fax ma chines/mod ems will ‘tim e out’ or disconnect after 25 seconds, on av era ge , if they have n o t connected with anothe r fax mac hi ne/ mode m . I f yo u are usi ng t he ‘Us er doe s not ma ke a s ele ct i on ’ option to r oute incoming f axes, th e fax call may ‘tim e out’ before it rea ches yo[...]

134 T ALKSWITCH USER GUIDE • UK & IRELAND Probl em: When I try to a ccess voicemail, I hear a bu sy t one . • Check y our ‘Direct Lin e Access’ settin g s on the Local Exten sions scr een und er ‘System Information’ o f the configur ation softw are . If a Local Extension has been given ‘Direct A ccess’ to y our teleph one lin es[...]

A P P E N D I X A 1 3 5 Example: Y ou hav e 2 T alkSwit ch un it s, 6 line s and 12 emplo yees. Th e 6 lines have th e Hun t/Roll over service from th e phone compan y . Suggested setup: Plug the 4 high est traffi c lines in to unit 1. Also conn ect the 8 high est phon e usa ge emplo yee e xtensions to unit 1. Next, conn ect the remainin g lines an[...]

136 T ALKSWITCH USER GUIDE • UK & IRELAND Probl em: When I call som eone or th ey call m e , voice is only heard in on e direction • The cause of this probl em is usua lly a result of a rou ter being misconfigure d with respec t to port mappin gs. En sure all r equired V oIP ports ar e mapped to your T alkSwitch uni t. Also, ensur e you u s[...]

APPENDIX B 137 The T alkSwit ch is compatibl e with some calling ser vices offer ed by your l ocal telep hon e company . Use of te leph one compan y services may requir e subscription; an d some services may n o t be available – pl ease con sult yo ur local tel e phon e service provi der f or details . Caller Display: (Also kn own as: “Caller I[...]

138 T ALKSWIT CH USER GUIDE • UK & IRELAND fax distinctive rin g is detected the syst em can be configur ed to r oute th e call to an e xtension dedi cated to a f ax ma chine . Note if distinctiv e ring is presen t on an incomin g call, but n ot activ ated in the line config uration it will be subject th e same call han dling as th e tele pho[...]

APPEND IX B 139 Centre x Transfer This is a Centrex service o ffered b y a few teleph one companies, wh ereb y on rel e asing a thr ee-way call the oth er tw o parties con tinue t o be conn ected. If available this feature can be used with th e “Same Line Conn ect” feature of Ta l k S w i t c h . Application Notes – T elephone Company Service[...]

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A P P E N D I X C 1 4 1 These T ouch-T one Quick Commands can be dial ed from a Local Extension or an outs ide te leph one at the Aut o Atten dant. T o enter Comm and m ode , dial at a Local Extension or at the Aut o Attendan t. If you are r equested to ente r a passw ord, enter t he A dminist rat or passwor d. Ne xt, en ter an y co mm a nd fo llow[...]

142 T ALKSWITCH U SER GUIDE • UK & IRELAND T ouch-tone features dialed from a Local Extension 2xx 980 1 Enter Rem ote ext. (2xx) T urn on “Same Lin e Connect” 2xx 9 <Hunt Gro up> Enter R emote ext. (2xx) “Connect u sing:” Hun t Group (Hun t Group = 9, 81-88) 1xx 61 Enabl e ‘Do not Disturb’ at th e Local Extension 1xx 60 Disa[...]

AP P E N D IX C 1 4 3 1x1-1x8 2x1-2x8 4x0-4x9 Dials in to a l ocal ext. voice mailbo x. Dials in to a r emote ext. voice mailbo x. Dials int o a gener al ext. voice mailbo x. T o transfer a caller t o a mailbox, press ‘r ecall’ to place a call on h ol d, th en 1x1-1x8, 2x1- 2x8, or 4x0-4x9 an d hang up. x r e p r e s e n t s t h e u n i t I D 1[...]

144 T ALKSWITCH U SER GUIDE • UK & IRELAND <recall>6 Confer ence Call for 3 parties Press ‘rec all’ to pu t the first call er on hol d, dial anoth er exten sion or external number , then press ‘r ecall’ 6. 60 61/62 T oggles ‘Do Not Disturb’ at th e curr ent e xten- sion. Enables/Disabl es ‘Do Not Disturb’ at the cur- ren[...]

AP P E N D IX C 1 4 5 T ouch-tone featur es dialed at the Auto At tendant message fr om outside phones Not e: If you have Direct Line A ccess enabled at your Local Exten sion, then you m ust first press ‘r ecall’ befor e usin g most o f the fun ct ions listed. Digit dialed Function performed 0 User Defined — An Exten sion, Ring Gr oup, Auto A[...]

146 T ALKSWITCH U SER GUIDE • UK & IRELAND 1x1-1x8 2x1-2x8 4x0-4x9 4x0-4x9 Enter Internal v oicemail to leav e a messag e or lis- te n to an an nou nce ment . I f yo u p res s 8 du ri ng t he greetin g, you can a ccess messag es. x r epresen ts the Un it ID nu mber . Caller s can dire ctly al so dial 400 series m ailbo xes . 1x1-1x8 2x1-2x8 4[...]

AP PE N DI X D 1 47 Product Regulatory Inf ormation T alkSwitch complies with: • EN 60950-1:2001 “Information T echnol ogy Equipmen t - Safety” . • CISPR 22 "Inf ormation T echnology Equipm ent - Radio Disturbance Chara cteristics", ( Class B), with Amen dment 1:2000 an d Amendm ent 2:2002 • EN55022:1998 "Inform ation T ech[...]

148 T ALKSWIT CH US ER GUIDE • UK & IREL AND T alkSwitch models are inten ded f or use in the follo wing coun tries: F or Declaration of Conformity pl ease contac t local distributor (see: htt p://global. talkswitch.com ) Disposal At th e end of th e product’ s life , please ensure disposal is in complian ce with local r egulations f or ele[...]

APPENDIX E 149 T alkSwitch Limited W arr anty T alkSwitch, a division of Cen trepoin t T echnol ogies (“T alkSwitch”) w arrant s to th e original end-user cu stom er (“Cust omer”) that each n ew T alkSwitch produ ct shall be substantially fr ee from d efects in materials an d workmanship under normal use for a period of one (1) year from th[...]

150 TALKS WITC H USER G UIDE • U K & I RELAND REPRESENT A TI ONS OR CONDITIONS WHETHER EXPRESSED OR IMPLIED, WRITTEN OR ORAL, ARISING B Y ST A TUTE, OPERA TION OF LA W , COURSE OF DEALING, USA GE OF TRADE OR OTHERWI SE, WITH RESPECT TO THE PRODUCT . T ALKSWIT CH SPECIFICALL Y DISCLAIM S ANY IMPLIED W A RRANTIES OR CONDITIONS OF MER CHANT ABIL[...]

APPENDIX F 151 PSTN Analogue T ele phone Line I nterface: Extension Interface Line Type Loop Start Line Impedan ce BT SIN 315 for T erminal Impedance [UK] ETSI TBR21 [Irelan d] (option s for 600 oh ms , 900 ohm s and TBR 21) Ringing Detection 25 Hz Connector Type RJ-11 (2 wire tel ephon e cable with B T style plug pro- vided f or use in UK) Caller [...]

152 T ALKSWITCH U SER GUIDE1 • UK & IRELAND System Specification s subject to change Supervisory Signaling Loop Calling Recall Y es Timed Break Re call Caller ID Support all e xtension s Caller ID Al ert LR+DT -AS [UK] RP-AS [Irelan d] Caller ID data V .23 Messa ge W aiting In dicator MWI m essag e & stutter dial tone PSTN Analogue T elep[...]

APPENDIX G 15 3 T alkSwitch settings and configur ations: In the ev ent o f a power f ailure , your T alkSwitch setting s and configur ations will n ot be l ost. T alkSwitch’s feature setting s (configuration) are stor ed in an EEPROM. An EEPROM is a f orm of n o n-volatil e mem ory . Non-volatil e mem ory mean s that your feature settings (confi[...]

154 T ALKSWITCH U SER GUIDE • UK & IREL AND T o check the curren t mod e of oper ation, dial at a Local Extension t o enter command m ode, th en enter a passwor d if required. Ne xt, dial 30 then . T alkSwitch will report t he curr ent mod e . # #[...]

APPENDIX H 155 T alkSwitch copyright © 2006 – All Rights reserv ed. T alkSwitch is a division of Centr epoint T echnologies Inc. T alkSwitch so ftwar e is protec ted un d er copyright law an d international treaties. Unauthorized r epr oduction or distribution o f T alkSwitch so ftwar e , or an y portion o f it, in an y form, may r esult in sev [...]

156 TALK SWIT CH USER GUIDE • UK & IRELAND • Redistribution s of sour ce code m ust retain th e abov e copyrigh t notice , this list of con ditions and th e foll owin g disclaimer . • Redistribution s in binary form m u st repr oduce the abo ve cop yright notice , this list of condition s and the fol lo wing di sclaimer in th e docume nta[...]

APPENDIX F 1 57 D) Copyright © 1991-2, RSA Data Security , Inc. Created 1991. All rights res e rve d License t o copy and u se this softwar e is gr an ted pro vided that it is id entified as the "RS A Data Security , Inc. MD5 Messa ge-Dig est Alg orithm" in all ma te ri al ment io ni ng o r ref ere nci ng this softwar e or this function.[...]

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GLOSS ARY 15 9 * (Star/A sterisk Sign) The char acter on the bott om lef t of you r to uch -to ne teleph on e ke ypad . # (Hash Sign) The char acter on the bott om ri gh t of you r to uc h- tone teleph on e ke ypad. I t is also commonly called the n umber sign. 3-W ay Calling/Co nferen ce A s er vi c e p rov ide d by teleph on e companies which all[...]

1 60 T ALKSWITCH USER GUIDE • UK & IRELAND Busy T one T one u sed t o in dicate tha t the called party is bus y . Call Back A T alkSwitch featur e which, once a ctivated, in structs T alkSwitch t o call you back at a pres et Out-o f-Office tel ephone number . Y ou can then access T alkSwitch’ s DIS A — Direct In war d System Access featur[...]

G L O S S A R Y 1 61 center , accepting in coming calls and r outing th em to the appropriate d evice or person. T o da y’s C TI syst ems, l i ke T alkSwitch, are quite sophisticated and can handl e all sorts o f incoming and outg oing comm unications, inclu ding ph one call s, f axes , and In ternet m e ssag es. Conferen ce Call Connectin g thre[...]

16 2 T ALKSWITCH USER GUIDE • UK & IRELAND rea ch the sam e tel e ph one li ne — such as a second n umber for a fax ma chine . Each Distin ctive Ri ng num b er h as a d i ff e rent ri ngin g c adenc e. The T alkSwitch can d etect one , two , and thr ee ring bur sts per ringin g cycl e , and pr ovid e differen t call handling t o incomin g c[...]

G L O S S A R Y 1 6 3 Keyp ad ( T ele pho ne) The pu sh buttons on a telephon e . Ke y T elephon e System With Ke y T eleph one Sy stems, access to tel ephon e lines and callin g features is con tr olled internally within each teleph one unit. U sers can gain direct access t o telephon e lines , etc . by pr es sing a k ey (or button) on th eir tel [...]

16 4 T ALKSWITCH USER GUIDE • UK & IRELAND usin g a telephon e Ke ypad an d for call ers being p ut ‘on h old’ . Rec al l Bu tto n Timed br eak recall, used t o ac tiva te featur es Rem ote Extension A teleph one or m obile n umber on the public netw ork, that is setup as a virtual exten sion of the T alkSwitch. Th e Rem o te exten sion i[...]

G L O S S A R Y 1 6 5 SIP Session Initiation Prot ocol (SIP). Dev eloped by th e Intern et Engineerin g T ask F orce (IETF), this is a signaling prot ocol design ed to be much mor e simpl e and fl exible than the H.323 pr ot ocol. SIP uses the e xisting Intern et and HTML structur es to pr ovid e V oIP tran smissions . In ad dition, SIP is more sca[...]

16 6 T ALKSWITCH USER GUIDE • UK & IRELAND T alkSwitch’ s Rem ote Extensions are virtual extensions . V oicemail (Call An swer) A service pr ovid ed b y T alkSwitch or tel ephon e companies wh ich gives callers the opportunity to leav e a messa ge when y our exten sion or teleph one line is bus y or unanswer e d. Vo I P V oice over IP is a [...]