Talkswitch 48 manual

User Guide DESK TOP PHONE SYSTEM TS-user manual 7th ED v3 Release.qxd 8/27/02 4:56 PM Page i[...]

Copyright Information Centrepoint T echnologies Inc, Copyright 2002. All Rights Reserved. Reproduction, adaptation or translation without prior written permission is prohibited, except as allowed under the copyright laws. Information in this user guide is subject to change without notice and does not represent any commitment on the part of Centrepo[...]

T able of Contents 1.0 Installing T alkSwitch 1.1 What's included with T alkSwitch ................................ 1 1.2 F ront P anel Descriptions ................................... 2 1.3 Back P anel Descriptions ................................... 3 1.3.1 The T alkSwitch 24 ................................. 3 1.3.2 The T alkSwitch 48 .....[...]

2.3.2 V oicemail .................................. 3 7 2.3.2.1 Local Extension V oicemail ................. 3 7 2.3.2.2 Remote Extension V oicemail ................ 3 8 2.3.2.3 General V oicemail ....................... 4 0 2.3.2.4 Global Settings ........................ 4 1 2.3.3 Call Handling .................................. 4 3 2.3.3.1 Modes[...]

3.4 Using the T alkSwitch V oicemail System .......................... 8 5 3.4.1 Activating V oice mailboxes .......................... 8 5 3.4.2 Accessing a V oice mailbox .......................... 8 6 3.5 Music-on-Hold .................................. 8 7 3.6 Mode Switching Options .................................. 8 9 3.7 Out of the Office -[...]

1.1 What's included with T alkSwitch The T alkSwitch products come shipped with the following items. 1. The T alkSwitch Unit 2. AC Power Adapter (Warning: never use any other Power Adapter other than the one provided with the T alkSwitch.) 3. 9 pin Serial Cable 4. 6' RJ-11 T elephone Cable - (2) 5. Software CD (This contains the configura[...]

1.2 Front P anel Descriptions T alkSwitch's front panel consists of a power button ("Power") and 5 LED lights that do more than let you know T alkSwitch is plugged in and turned on. What do the LED lights tell you? LED light: State Description Line 1 On Solid Line 1 is currently in use. Pulsing Slowly The Line 1 caller is on hold. Fl[...]

1.3 Back P anel Descriptions Before connecting all your phones and lines to T alkSwitch, you may want to proceed with configuring the unit first. (See section 2.1) This will minimize the disruption time for your telephone lines while setting up the system. 1.3.1 The T alkSwitch 24 Jacks/Ports What to plug in MUSIC Plug in a radio, CD player , PC so[...]

SERIAL Attach the supplied serial cable (RS232) that connects T alkSwitch to your PC. If you use the serial port you cannot use the USB port simultaneously . POWER Plug the supplied AC Power Adapter in here. Rating: 16V AC 1.1 A output. Do not use any other power adapter as this may cause damage. By default, T alkSwitch is set to Serial connection.[...]

LAN PORT Y ou can connect to an Ethernet hub using a Category 5 cable with RJ-45 connectors. This will support configuration across the LAN. If you have 2 or more T alkSwitch 48 units, you can ‘network’ them and they will function as a single system. There are 3 LEDs next to the LAN port. The top LED is on when a link has been established with [...]

By default, T alkSwitch is set to Serial connection. T o activate USB connection, dial 91 from an extension then reset T alkSwitch. T o return to Serial connection, dial 90 and reset T alkSwitch. No commands are required to use the LAN connection. The ‘PF’ box in between E4 and L1/L2 represents power failure support. In the event of a power fai[...]

Option # 2 (Use it as two T alkSwitch extensions.) Y ou could use your two-line telephone as two separate T alkSwitch extensions. Connect the telephone's Line 1 and Line 2 plug-ins to two separate extension jacks. Most two-line phones have separate plug-ins for two incoming telephone lines (Line 1 and Line 2). If your two-line telephone does n[...]

1.4.4 Connecting T alkSwitch to a PC There are four ways to connect T alkSwitch directly to your PC for configuration - Serial, USB (Windows XP , 2000 excluded), Ethernet (LAN port), and remotely using a dial up modem. Serial: Use the provided serial cable (RS232) to connect T alkSwitch to an open COM port on your PC. USB: Use a USB cable to connec[...]

When you run the T alkSwitch software, you will need to select ‘PC Connection’ to select Serial as the connection then select the COM port associated to this physical Serial port on your PC. Make sure you do not have any other communications programs running at the same time you want to use the T alkSwitch configuration software. These may incl[...]

1.4.4.3 Connecting T alkSwitch to a LAN If you want to connect multiple T alkSwitch units to a LAN, please see section 1.5 T o connect T alkSwitch to a LAN for configuration purposes, simply use a standard Category 5 cable with RJ45 connectors on either end. Once T alkSwitch is connected to the hub, the top LED will light only when a computer runni[...]

Next, click connect and another screen will appear where you will need to enter the phone number for one of the lines connected to T alkSwitch. In order for the modem to establish a connection, an Auto Attendant needs to answer on the line you are dialing in on. If you do not have an Auto Attendant set to answer on any of the lines, T alkSwitch wil[...]

1.4.4.5 Connecting to T alkSwitch from a local extension using a modem T alkSwitch can be configured locally using any PC with a modem connected to T alkSwitch and has the T alkSwitch software installed. Version 1.37 or higher of the software and version 2.37 or higher of the firmware support modem connectivity . Run the T alkSwitch software then c[...]

Make sure a computer is connected to the phone system either via the LAN or directly from the computer to the T alkSwitch through the USB or Serial port. O O O O p p p p tt t t ii i i o o o o n n n n 2 2 2 2 -- - - C C C C o o o o n n n n n n n n e e e e c c c c tt t t tt t t o o o o rr r r e e e e g g g g u u u u ll l l a a a a rr r r h h h h u u [...]

O O O O p p p p tt t t ii i i o o o o n n n n 3 3 3 3 -- - - C C C C o o o o n n n n n n n n e e e e c c c c tt t t 2 2 2 2 u u u u n n n n ii i i tt t t ss s s tt t t o o o o g g g g e e e e tt t t h h h h e e e e rr r r v v v v ii i i a a a a a a a a n n n n E E E E tt t t h h h h e e e e rr r r n n n n e e e e tt t t c c c c rr r r o o o o ss s [...]

1.5.2 Setting the Unit ID for the first time When units are shipped from the manufacturer , they are all programmed with Unit ID 1. If two or more units are placed on the same LAN and 2 or more have the same Unit ID number , then there will be a conflict. T alkSwitch identifies this conflict by flashing all the Line lights on the front panel of the[...]

The extensions and voice mailboxes affected by the new numbering system are listed in the following table. Unit ID 1 Unit ID 2 Unit ID 3 Unit ID 4 Local Extensions 111-118 121-128 131-138 141-148 Remote Extensions 211-218 221-228 231-238 241-248 Local Mailboxes 111-118 121-128 131-138 141-148 Remote Mailboxes 211-218 221-228 231-238 241-248 General[...]

As an example, if 2 units are connected on a LAN, 4 calls can come into all four lines on one unit and be directed across the LAN to the other unit’ s extensions or lines while 2 intercom calls can also cross the LAN. In the event that an inbound call cannot be directed across the LAN because all paths are blocked, T alkSwitch will handle the cal[...]

19 2.0 Configuring T alkSwitch Configuring T alkS witch 2 2.1 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 f[...]

20 T alkSwitch User Manual 2.2 Control Center After installation is complete, double-click the T alkSwitch icon. Once the T alkSwitch software is open, the following screen will appear . This is the Control Center for the T alkSwitch software. PC Connection: Choosing PC Connection allows you to choose the correct COM port when connecting T alkSwitc[...]

21 2.0 Configuring T alkSwitch About: Displays useful information including the T alkSwitch software, firmware and hardware version numbers. 2.3 Configuration From the Control Center choose Configure. The following screen will appear: The configuration screen consists of 4 parts: 1. Menu Items 2. Configur ation Navigation Controls what is displayed[...]

22 T alkSwitch User Manual Menu Items - F ile Retrieve settings: Retrieves settings from T alkSwitch connected to the PC. 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 alkS[...]

23 2.0 Configuring T alkSwitch V oicemail Manager: Displays a dialog box giving you options to check the status of all voicemail, delete a mailbox password, and reset mailboxes (this resets the mailbox back to factory default and clears all messages and greetings). Menu Items - Help T alkSwitch Help: Opens the T alkSwitch Help file. Y ou can search[...]

24 T alkSwitch User Manual Call Back / Call Bridge Settings 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 troubleshooting issues and various operating op[...]

25 2.0 Configuring T alkSwitch Sections of the configuration that have multiple tabs for each unit: System Information T elephone Lines Local Extensions Remote Extensions V oicemail Local Ext. V oicemail Remote Ext. V oicemail General V oicemail Call Handling T elephone Lines Local Extensions Remote Extensions Call Back / Call Bridge Auto Call Back[...]

26 T alkSwitch User Manual 2.3.1 System Information 2.3.1.1 T elephone Lines This section tells T alkSwitch about the telephone lines plugged into its back panel. Simply select a line and fill in the information. For each line there is a status message (“Line detected at initialization”) indicating if T alkSwitch detected a line plugged into th[...]

27 2.0 Configuring T alkSwitch Next, enter the 'Distinctive Ring' telephone number for each of the Distinctive Ring numbers associated to this line. Distinctive Ring 1 corresponds to any double ring pattern. Distinctive Ring 2 corresponds to any triple ring pattern. In the “T elephone company services” section: Select any of the T ele[...]

28 T alkSwitch User Manual In the “Calibration” section: After you have configured the lines, it is recommended that you calibrate the lines. Completing this procedure optimizes your telephone line volume levels for the Call Bridge and Call Forwarding (with Remote Extensions) features. Note: Only lines that are detected can be calibrated. 2.3.1[...]

29 2.0 Configuring T alkSwitch First select a Line Hunt Group then name the group(s) if desired. Under Set Line Hunt Group, select the lines you wish to add to the Hunt Group from the left column 'Lines available', then click the '>>' button to move it to the right column 'Lines to hunt'. Repeat this process for [...]

30 T alkSwitch User Manual If you have a dedicated fax line or a Distinctive Ring number for faxing associated to a line, please choose this ‘Fax number’ in the list. If you don’t have a line dedicated for inbound faxing, select ‘none’. If you do not see your fax number in the list, make sure you have activated the appropriate line or Dis[...]

31 2.0 Configuring T alkSwitch If you have 2 or more T alkSwitch units connected on a LAN , you will be able to select the tabs associated to each unit and see the extensions associated to that unit. If a T alkSwitch 48 unit has a Unit ID of 2, then the Local Extensions will be 121 to 128. The second digit for all L ocal and Remote extensions, L oc[...]

32 T alkSwitch User Manual 2.3.1.5 Remote Extensions With T alkSwitch's Remote Extensions, you can have calls forwarded directly from your home/office to any phone number you choose. Y our cell phone, pager or any out-of-office number becomes a 'Remote Extension' of your office system. Y ou can have calls forwarded directly or screen[...]

33 2.0 Configuring T alkSwitch Last Name / F irst Name: Enter the first and last name of the person associated to the extension. The last name is required if the person is to be included in the ‘Dial by Name’ directory listing used at the Auto Attendant level. The person using that extension must also record their name for the directory . Instr[...]

34 T alkSwitch User Manual 2.3.1.6 Extension Ring Groups There are a total of 10 Extension Ring Groups available for your use. Ring Groups are extensions 300 to 309. By default, extension 300 is configured to ring all extensions. Different uses for Extension Ring Groups: Example 1: Y ou are the president of a company and you don't want to hand[...]

35 2.0 Configuring T alkSwitch First select an Extension Ring Group (300-309) that you would like to configure and activate it. Y ou will notice that a Ring Group must have extensions listed in the ‘Extensions to ring’ section to allow access to the other information on the tab. If desired, name the extension in the 'Ring Group name' [...]

36 T alkSwitch User Manual 2.3.1.7 Music-on-hold 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. Note: If you connect a music source to the Music jack and do not enable Music-on- hold, the caller will hear both music and a beep sound when on hold. Also when the ca[...]

37 2.0 Configuring T alkSwitch 2.3.2 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 change global settings to the voicemail system. For details on how to use voicemail, see section 3.4. 2.3.2.1 Local Extension V oicemail By default, all Lo[...]

38 T alkSwitch User Manual P ager Notification: Use Pager Notification if you want to be notified by pager when new messages arrive. Simply activate the feature then enter the pager phone number and the numeric message to be displayed on the pager . Dial notification phone number… These parameters control which Hunt Group is used for both the Rem[...]

39 2.0 Configuring T alkSwitch Remote Phone Notification: If you want to be notified at another location when new messages arrive, you can use Remote Phone Notification. Simply enter the phone number of the cell phone or location where you want to be notified. Notification Settings: Detailed instructions are provided for how you may want T alkSwitc[...]

40 T alkSwitch User Manual 2.3.2.3 General V oicemail General V oicemail is similar in features to both Local and Remote Extension V oicemail. If you want to use this mailbox for informational purposes only and prevent callers from recording messages, then check the 'Play announcement only' box. Remote Phone Notification: If you want to b[...]

41 2.0 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 parameter[...]

42 T alkSwitch User Manual the newest message and working back to the oldest messages. This setting is convenient since many people store several saved messages and don't want to skip through these messages every time they want to listen to newer messages. The 2nd control can be adjusted so that you can have the system page or call your remote[...]

43 2.0 Configuring T alkSwitch 2.3.3 Call Handling 2.3.3.1 Modes The use of Modes allows you to run different call handling configurations at different times. For example, you may want calls handled one way during business hours and another way for non-business hours. Modes can be switched either manually or automatically with the use of Automatic [...]

44 T alkSwitch User Manual 2.3.3.2 Auto Attendant The purpose of the Auto Attendant is to greet callers and instruct them as to which number(s) they should press on their telephone keypad to reach a particular extension, person, message, or department. Callers can also directly dial Local Extensions (1xx), Remote Extensions (2xx), Extension Ring Gr[...]

45 2.0 Configuring T alkSwitch The Auto Attendants can be recorded from any Local Extension or remotely using touch tone commands. Recording Auto Attendant messages using touch tone commands: Pick up any Local Extension or dial into T alkSwitch and at the Auto Attendant enter command mode by pressing . If you have the Administrator password enabled[...]

46 T alkSwitch User Manual In the “At the Auto Attendant, perform the following actions:” section: For each Auto Attendant, you can configure how you want T alkSwitch to handle calls when a caller selects '0, 1, 2, 3, 4, 5', makes 'no selection' or if a 'fax call is detected'. If the caller selects ‘0’: If the [...]

47 2.0 Configuring T alkSwitch 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 or simply hang up. This feature is includ[...]

48 T alkSwitch User Manual 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 recordings. I[...]

49 2.0 Configuring T alkSwitch View Auto Attendant Memory Usage Selecting this button displays 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 up more memory . 2.3.3.3 T elephone Lines This section deals with how T alk[...]

50 T alkSwitch User Manual First select a line to configure then the appropriate mode you want T alkSwitch to use these settings. If you entered the phone number in the T elephone Lines section under System Information, then the number will appear on the corresponding button. Play Auto Attendant: If you wish to have the Auto Attendant answer calls [...]

51 2.0 Configuring T alkSwitch The next 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, then you can c[...]

52 T alkSwitch User Manual Even if a call is manually transferred to a Local Extension and that extension is busy , T alkSwitch will follow the Call Cascade options for that extension. For Local Extensions, there are 4 different 'Call Cascade' situations; Busy at extension, No answer at extension, Answer at extension(routing when a call i[...]

53 2.0 Configuring T alkSwitch 3. Answered at ext. - routing options when this extension 'rejects' a screened call. Selecting 'play caller’ s name first' will prompt callers, when they choose this extension at the Auto Attendant, to record their name. When you answer the call at the extension, it will announce the caller (by p[...]

54 T alkSwitch User Manual 2.3.3.5 Remote Extensions - Call Cascade This section allows you to configure the incoming Call Cascade options for the Remote Extensions. The Call Cascade routing options are only engaged if the extension is chosen from the Auto Attendant or if a call is manually transferred to the extension. Once a call enters an extens[...]

55 2.0 Configuring T alkSwitch 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 or Auto Attendant, keep ringing or hang up. If you have cell phone voice[...]

56 T alkSwitch User Manual 2.3.3.6 Extension Ring Groups - Call Cascade The following section configures the incoming call routing options for Ring Groups. The Call Cascade routing options are only engaged if the Ring Group has been chosen from the Auto Attendant or if a call has been manually transferred to the Ring Group. Once a call enters a Rin[...]

57 2.0 Configuring T alkSwitch 3. Answer at ext. - routing options when any of the extensions in the Ring Group 'rejects' a screened call. Selecting 'play caller’ s name first' will prompt callers (when they choose this Ring Group at the Auto Attendant) to record their name. When you answer the call at a Ring Group extension, [...]

58 T alkSwitch User Manual S S S S t t t t e e e e p p p p 3 3 3 3 : Y ou can now access any T alkSwitch extension , voice mailbox or use Call Bridge to make calls around the globe just as if you were sitting in your own office. There are two ways to activate Call Back: 1. Auto Call Back - Auto Call Back is immediate and eliminates the initial long[...]

59 2.0 Configuring T alkSwitch 2.3.4.1 Auto Call Back There are 4 Auto Call Back numbers that can be configured. Choose an Auto Call Back to configure and then activate it. 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 L[...]

60 T alkSwitch User Manual Number used to trigger Auto Call Back: Select the line/phone number when out of the office that you will be dialing to trigger this Auto Call Back. T alkSwitch will initiate the Call Back using the same line you initially called. Y ou can make configuration changes to this Auto Call Back by dialing into this phone number [...]

61 2.0 Configuring T alkSwitch If you need to configure and/or record an Announced Message from a remote location and do not have the Auto Attendant set to answer this Call Back line, you can call your Call Back number and let it ring 15 times. A generic Auto Attendant will answer and you can configure Call Back by pressing 6. Allow Call Bridge: T [...]

62 T alkSwitch User Manual Number to call back: This phone number should be entered exactly as you would normally have to dial the number from this line (do not enter a Line Hunt Group in the dialing string). T alkSwitch will Call Back out on the same line the call originated. When you access P rompted Call Back from out of the office, you may chan[...]

63 2.0 Configuring T alkSwitch Use Announced message: As was described in the Auto Call Back section, this option is recommended if the number T alkSwitch will be calling back corresponds to a hotel or a location where somebody else will be answering the call. The Announced message option allows you to record a message that will be played when the [...]

64 T alkSwitch User Manual 2.3.4.3 Call Bridge Call Bridge is a useful feature for saving money while using Call Back or on it’ s own to avoid inflated long distance rates such as with cell phones. How to use Call Bridge: 1. Call into T alkSwitch from any out-of-office telephone. 2. At the Auto Attendant message, dial the Hunt Group you know you [...]

65 2.0 Configuring T alkSwitch 2.3.5 Options 2.3.5.1 Administrator P assword This tab allows you to set up the 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 DTMF configuration. Administrator password: [...]

66 T alkSwitch User Manual 2.3.5.2 Audio Controls This section deals with the adjustment of volume and system gain controls. All the controls on this page update T alkSwitch in ‘real time’ . This allows you to adjust levels during a conversation without having to first save the configuration to T alkSwitch. Message Volumes: If you need to incre[...]

67 2.0 Configuring T alkSwitch Line Bridge Amplification: This section deals with the volume of conversations when bridged across two lines. This includes calls forwarded to Remote Extensions, Conferenced calls, and Call Bridge. Before you use these features, we recommend that you first calibrate your lines. If you need to make adjustments after th[...]

68 T alkSwitch User Manual Transferring from a Home phone: Y ou can transfer a call from a phone connected in parallel to one of the incoming T alkSwitch lines (Home phone) to a Local or Remote Extension, Extension Ring Group, an Announcement, or a V oice mailbox. This section allows you to choose which transfer prefix you would like to use to perf[...]

69 2.0 Configuring T alkSwitch Caller in queue reminder When a caller is in queue at an extension which is off-hook, 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 off this function. Call Back ring return Y ou can adjust the number of rings during a Call Back session bef[...]

70 T alkSwitch User Manual Internal clock setting: T alkSwitch can obtain time information from Caller ID for it’ s internal clock. If you have indicated that you do have Caller ID on any of the lines, this option defaults to the active position. If it is de-activated, T alkSwitch can obtain it’ s time information from the time and date set in [...]

71 2.0 Configuring T alkSwitch Audio output options: The following controls can be used for various reasons including demonstrating T alkSwitch and screening callers using V oicemail. By default the system is set to play only P A announcements through the PA output when 0 is dialed at a Local Extension. If you are a single person operation and woul[...]

72 T alkSwitch User Manual Flash Lengths Accepted Flash Length: These options control the allowable Flash length from a Local Extension that T alkSwitch will consider to be an intentional Flash. The range can be adjust- ed to accept anything from 50ms to 1 second. The default range for accept- ing a Flash signal at a Local Extension is between 200 [...]

73 2.0 Configuring T alkSwitch Auto Attendant Adjustments: Since T alkSwitch allows callers to dial 100, 200 and 300 series extensions and also allows fall through options for the single digits 1, 2 and 3 at the Auto Attendant, there needs to be a time limit placed on how much longer after the first digit is pressed that T alkSwitch will wait for a[...]

75 3.0 Using T alkSwitch 3 U sing T alkS witch 3.1 In the Office - Receiving Calls with or without the Auto Attendant 3.1.1 Receiving calls using the Auto Attendant If you don’t have a receptionist, then using the Auto Attendant will help you handle all your inbound calls and help improve your corporate image. Once it has been configured and its [...]

76 T alkSwitch User Manual 3.1.2 Receiving calls without the Auto Attendant If you choose not to use the Auto Attendant to answer calls, please note that the Call Cascade options for the Local Extensions will not be engaged. In order for any Call Cascade sequence to work, the Auto Attendant must first answer the call. For details on configuring T a[...]

77 3.0 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 extens[...]

78 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[...]

79 3.0 Using T alkSwitch If you have the External Paging option enabled on T alkSwitch, you may choose to announce over the P .A. system (by pressing 0) that there is a call parked in a specific Park Orbit for a co-worker . For example: "Bob, please pick up 501." - which tells Bob that he can retrieve the parked call from any extension by[...]

80 T alkSwitch User Manual While the caller is on hold at your extension you will hear a ‘Call Waiting’ beep in your ear every 45 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 c[...]

81 3.0 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’ twice and then dial the number of the other outside party you wish to conference with. 3. Wh[...]

82 T alkSwitch User Manual If you transfer a call from a parallel connected phone and then hang up, the extension will ring the number of times selected for that extension. If the extension is not answered within the specified number of rings, the call will be handled according to that extension’ s Call Cascade actions. When a phone in parallel w[...]

83 3.0 Using T alkSwitch T o change your modem's dial properties in Windows 95/98: 1. 'Double Click' on the 'My Computer' icon on your Windows screen. Then 'double click' on 'Control Panel', and finally 'Modems'. 2. When the 'Modems Properties' screen opens, click on the 'Dialing[...]

84 T alkSwitch User Manual 3.3.2 Screening options for forwarded calls The screening options for Call Forwarding are configured using the Call Cascade’ s 'Answer at ext.' options available in the 'Remote Extension' tab, see section 2.3.3.5 Forwarding calls with screening: When 'play accept/reject prompt' is configure[...]

85 3.0 Using T alkSwitch 3.4 Using the T alkSwitch V oicemail System Y our T alkSwitch system comes with approximately 25 minutes of voicemail recording capacity shared with Auto Attendant greetings. On the T alkSwitch 48 models, this capacity can be increased with the addition of T alkSwitch memory cards. Y ou can add another 1/2, 1, 2 or 4.5 more[...]

86 T alkSwitch User Manual 3.4.2 Accessing a V oice mailbox When a new message is left at a Local Extension mailbox, T alkSwitch will play stutter dial tone to that extension when the handset is picked up. It can also light up the message waiting light on a phone if it supports FSK Message Waiting Indicator . T o access a mailbox to retrieve messag[...]

87 3.0 Using T alkSwitch Change greeting op tions (press 2): This section allows you to record a new personal voicemail greeting. The default greeting is “The extension you have reached is unavailable at this time. Please leave a message after the tone”. Keep in mind while recording your greeting or announcement that callers can press to return[...]

88 T alkSwitch User Manual If you ENABLE Music-on-Hold and do not have an audio device plugged into the back of T alkSwitch: 1. When callers are put on hold at an extension, T alkSwitch will not play its default on hold beeping tone. The caller will hear silence. 2. When the Auto Attendant answers a call and transfers the caller to an extension, th[...]

89 3.0 Using T alkSwitch 3.6 Mode Switching Options Manual Mode Switching: Y ou can use T elephone Keypad Commands at either a Local Extension or at the Auto Attendant to have T alkSwitch switch Modes. At Local Extension dialtone or at the Auto Attendant, dial to enter command mode, then enter a password if necessary . Next, dial any of the followi[...]

90 T alkSwitch User Manual How to use Call Bridge: Dial into one of T alkSwitch's Lines (Main or Distinctive Ring). When the Auto Attendant answers, select a Hunt Group (81-88 or 9) or Same Line Connect (80). Y ou will then be asked to supply your Account password to receive dial tone. If you are using Same Line Connect 80, and the line you ar[...]

91 3.0 Using T alkSwitch 3.7.2 Using Call Back The Call Back feature allows you to initiate T alkSwitch to call you at a specified telephone number . This gives you access to any of the following: • Call Bridge • Local Extensions, Remote Extensions and Extension Ring Groups • V oicemail • Configuration settings Using Call Back involves &apo[...]

92 T alkSwitch User Manual Accepting the Call Back: There are two ways to accept a Call Back from T alkSwitch. 1. Call Back is normally accepted by answering the call and pressing , then if required, entering your password. This option is used when you have a direct line to your Call Back telephone number . 2. The 'Use Announced message' [...]

93 3.0 Using T alkSwitch T o identify the appropriate update file, you must first determine your T alkSwitch firmware and software version. Y ou can find your T alkSwitch version numbers by selecting 'About' from the main splash screen or on the 'About' tab in the configuration. Write down the software and firmware version numbe[...]

94 T alkSwitch User Manual Highlight the newest firmware file, then click the "Open" button. The final stage of the update process will take approximately 5-15 minutes depending on how you are connected for the update, during which time the LED lights on T alkSwitch’ s front panel will show diagnostic indicators for part of the update, [...]

95 3.0 Using T alkSwitch S t e p#4- Updating multiple units on a LAN Several key steps should be followed if you want to successfully update multiple units that function on a LAN. 1. Disconnect all units from the LAN. 2. In order to avoid complications, we also recommend that you cease all function of the system (ie. disconnect the line cables). If[...]

97 A ppendices Appendix A - Help & T roubleshooting Appendix B - Using T alkSwitch with T elephone Company Calling Services Appendi xC-Q uick 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 - Specifications Appendix H - T[...]

99 Appendices Appendix A - Help & T roubleshooting If you are having problems with the configuration or operation of T alkSwitch, please check the T roubleshooting section starting on this page. If you don’t find the solution to your problem, next try checking the F AQ section located under the Support area at our website: www .talkswitch.com[...]

100 T alkSwitch User Manual The first things you should check 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 e[...]

101 Appendices Problems that may occur during Configuration Problem: I am not able to “Retrieve settings” from my T alkSwitch. • Make sure your T alkSwitch is turned on and plugged into a working power outlet. Then select "Retrieve settings", available under the File menu in the Configuration Software. • Make sure the serial or US[...]

102 T alkSwitch User Manual 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 for the 'Auto Attendant answers' number of rings. It may be that the[...]

103 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 (turned on) the Music-on-Hold feature found on the Auto Attendant tab in the Call Handling folder . Problem: Callers hear music[...]

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

105 Appendices Other Possible Local Extension Problems: Problem: I am unable to access T alkSwitch ' s Lines with a Local Extension. • Check your 'Direct Line Access' settings on the Local Extension page under 'System Information' of the Software Configuration. If a Local Extension has not been given 'Direct Access&a[...]

106 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 page under 'System Information' of the Software Configuration. If a Local Extension has been given 'Direct Access' to your telephone lines, you must first dial ?[...]

107 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[...]

109 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[...]

110 T alkSwitch User Manual 3- W ay 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 only one telephone line with 3-Way Calling/Conference service , g[...]

111 Appendices When would you use double flash? 1. If T alkSwitch is connected to any other system/service that uses 'Flash' to activate 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 w[...]

113 Appendices Appendix C - Quick Commands and DTMF Functions These DTMF Q uick Commands can be dialed from a Local Extension or an outside telephone at the Auto Attendant. T o 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 any comman[...]

114 T alkSwitch User Manual DTMF descriptions dialed from a Local Extension. DTMF 1x1-1x8 119 2x1-2x8 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 Reserved D[...]

115 Appendices DTMF < flash > 5 500-509 500-509 < flash > 6 61 60 7 + 1xx < flash > 7 80 81-88 , 9 8 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 &apo[...]

116 T alkSwitch User Manual DTMF descriptions dialed at the Auto Attendant message Digit dialed 0 1x1-1x4 1x1-1x8 2x1-2x8 300-309 1 , 2 , 3 , 4 , 5 6 7(xxx...) 81-88 , 9 80 1x1-1x8 2x1-2x8 4x0-4x9 1x1-1x8 2x1-2x8 4x0-4x9 Function performed User Defined - Mapped to an Extension , Ring Group , Auto Attendant , V oice mailbox , Announcement or perform[...]

117 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 before operating the equipment, followed and retained for fu[...]

118 T alkSwitch User Manual Important Notices F F F F C C C C C C C C a a a a n n n n d d d d II I I C C C C W W W W a a a a r r r r n n n n ii i i n n n n g g g g ss 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 Indust[...]

119 Appendices F F F F C C C C C C C C P P P P a a a a rr r r tt t t 6 6 6 6 8 8 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 Requ[...]

120 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 [...]

121 Appendices Appendi xE-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 alkSw[...]

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

123 Appendices T T T T o o o o o o o o b b b b t t t t a a a a ii i i n n n n W W W W a a a a r r r r r r r r a a a a n n n n t t t t y y y y s s s s e e e e r r r r v v v v ii i i c c c c e e e e : : : : 1. Contact your reseller and obtain a Warranty Return Authorization (WRA) number if required. If you purchased the product directly from Centrepo[...]

125 Appendices Appendix F - Return P olicy P P P P r r r r o o o o d d d d u u u u c c c c t t t t s s s s p p p p u u u u r r r r c c c c h h h h a a a a s s s s e e e e d d d d f f f f r r r r o o o o m m m m a a a a r r r r e e e e s s s s e e e e ll l l ll l l e e e e r r r r : : : : Check with your reseller on the specific details regarding th[...]

127 Appendices Appendix G - Specifications E E E E x x x x t t t t e e e e n n n n s s s s ii i i o o o o n n n n II I I n n n n t t t t e e e e r r r r f f f f a a a a c c c c e e e e Loop range 0 to 600 ohms On hook voltage 35 volts Off hook loop voltage source 35 volts Off hook loop current 23 to 40 mA Ringing voltage 90 volts RMS Ringing freque[...]

128 T alkSwitch User Manual S S S S y y y y s s s s t t t t e e e e m m m m Music input Phono jack (mono) P .A. output Phono jack (mono) Power source AC wall adapter 120V AC/16V AC 2.0A Power switch Push Button DTMF detectors 4 / 8* @ -3dBm to -30dBm Dial tone generators 1 Ring detectors 2 / 4* Power -failure pass through Extension 4 connects to Li[...]

129 Appendices Appendi xH-T alkSwitch and Power Interruptions T T T T a a a a ll l l k k k k S S S S w w w w ii i i t t t t c c c c h h h h s s s s e e e e t t t t t t t t ii i i n n n n g g g g s s s s a a a a n n n n d d d d c c c c o o o o n n n n f f f f ii i i g g g g u u u u r r r r a a a a t t t t ii i i o o o o n n n n s s s s : : : : In th[...]

131 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[...]

132 T alkSwitch User Manual Central Office Y our local telephone company or public exchange network. 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 'c[...]

133 Glossary Digit Any whole number from 0 to 9. The numbers on your telephone keypad can also be referred to as digits. Digital Digital devices (phones, answering machines, etc.) convert analog sine waves into digital signals (a combination of zeroes and ones) for storage and/or transmission over digital lines.The digital signal is then converted [...]

134 T alkSwitch User Manual Firmware Firmware is a combination of software and hardware. More precisely , it is software (programs or data) that has been written onto hardware (micro-chips). Micro-chips (ROMs, PROMs and EPROMs) that have data or programs recorded on them are called firmware. Flash button A button on your telephone. Pressing the Fla[...]

135 Glossary Keypad (T elephone) The push buttons on a telephone. Key T elephone System With Key T elephone Systems, access to telephone lines and calling features is controlled internally within each tele- phone unit. Users can gain direct access to telephone lines, etc. by pressing a key (or button) on their telephone. LED Light Emitting Diode. A[...]

136 T alkSwitch User Manual Phone Load See Ringing Equivalency . Prompt Recorded instructions delivered by voice processing units. T alkSwitch provides prompts for you when using such features as Call Back, Call Bridge and Selective Call Forward. Prompts are also provided when configuring T alkSwitch using a telephone Keypad and for callers being p[...]

137 Glossary T API Abbreviation of T elephony Application Programming Interface, T API, intro- duced in 1993 as the result of joint development by Microsoft and Intel, is a standard for applications connecting a PC running Windows to telephone services. T API defines standards for simple call control and for manipulating call content. T elephony Th[...]

139 Index # (Pound Sign), 131 * (Star/Asterisk Sign), 131 3-Way Calling, 27 3-Way Calling wait time, 72 3-Way Calling/Conference, 110, 131 3-Way Conference Call, 131 6' RJ-11 T elephone Cable, 1 9 pin Serial Cable, 1 About (Menu item), 21 About T alkSwitch, 23 AC Power Adapter , 1 Accepting the Call Back, 92 Accessing a V oice mailbox, 86 Acti[...]

Conference, 27 Conference Call, 132 Conference calling, 80 Configuration, 20, 21, 132 Configuration software, 19 Connect using, 33 Connecting devices to the music and P A jacks, 7 Connecting T alkSwitch to a PC, 8, 9, 10, 12 Connector , 132 Copyright Information, ii Customer support, 99 Dial by Name Directory , 31, 33, 87 Dialing prefix 59, 62 Dial[...]

Menu Items, 21, 22 File, 22 Help, 23 Setup, 22 Utilities, 22 Miscellaneous, 68 Mode switching, 43, 89, 135 Modes, 43, 89, 135 Monitor , 20, 135 Music, 3, 4 Music-on-hold, 36, 87 Networked, 12, 15-21, 22, 25 Networking T alkswitch, 12 No answer at ext., 52, 54, 56 No selection is made, 47 Non-detection of disconnect-clear , 72 Open file, 22 Options,[...]

142 T alkSwitch User Manual T alkSwitch 24, 3 T alkSwitch 48, 4 T alkSwitch CD, 19 T alkSwitch help, 23 T alkSwitch memory cards, 5, 86 T echnical support, 99 T elephone Company services, 109 T elephone Company voicemail, 27, 109 T elephone Lines, 26, 49 T ime Scheduler , 43, 89 T ouchtone phone, 101 T ransferring calls, 77 T ransferring from a Hom[...]