Talkswitch 24-CA manual

US ER GUIDE T ALK SWIT CH 24-CA v3.21[...]

Copyright Information T alkSwitch. Copyright 2005. 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 T alkSwitch. No part of th[...]

T able of Contents 1.0 Installing T alkSwitch 1.1 What ’s included with T alkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 1.2 Front P anel Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 1.3 Back P anel Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

2.3.4 Call Back/Call Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47 2.3.4.1 Auto Call Back . . . . . . . . . . . . . . . . . . . . . . . . . .50 2.3.4.2 Prompted Call Back . . . . . . . . . . . . . . . . . . . . . . .53 2.3.4.3 Call Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56 2.3.5 Options . . . . . . [...]

Appendices Appendix A — Help & T roubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89 Appendix B — Using T alkSwitch with T elephone Company Calling Services . . . . .97 Appendix C — Quick Commands and DTMF Functions . . . . . . . . . . . . . . . . . .101 Appendix D — Safety P recautions and Regulatory Informat[...]

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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. USB cable 4. 6' RJ-11 T elephone Cable – (2) 5. Software CD (This contains the configuration soft[...]

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. Flickering [...]

1.3 Back Panel 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 sou[...]

SERIAL* Y ou can use a serial cable (RS232) that connects T alkSwitch to your PC. If you use the serial port you cannot use the USB port simultaneously . *Serial cables are not supplied with the T alkSwitch unit. 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 damag[...]

T o Attach a Single Line Corded or Cor dless T elephone, Fax Machine or Answering Machine: Connect your single line analog telephone or fax machine to one of T alkSwitch’ s extension jacks E1 to E4 just as you would if you were plugging them into a standard telephone wall jack. T o Attach a Two-line T elephone: Option #1 (Use it as one T alkSwitc[...]

The P A jack can be connected to a PA System for external paging or to an amplification system to screen voicemail or to use as a line simulator . The PA jack requires a 1/8'' (3.5mm) phono connector . If you have more than one T alkSwitch connected to a LAN, you will need to provide a connection from each T alkSwitch to the P A system. 1[...]

7 2.0 Configuring T alkSwitch Configuring TalkSwitch 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 fol[...]

8 T alkSwitch User Guide 2.2 Running the T alkSwitch software After installation is complete, double-click the T alkSwitch icon. The following screen provides different connection options. Connection T ype: USB If T alkSwitch is connected to the PC via a USB cable, then select this option and press ‘Connect’ to continue. Connection T ype: Seria[...]

9 2.0 Configuring T alkSwitch 2.3 Configuration The configuration screen consists of 4 parts: 1. Menu Items 2. Configuration Navigation Controls what is displayed in the configuration window . 3. Configuration Window Displays configuration information. 4. View System Information Click this button to view each T alkSwitch unit’ s MAC address, IP a[...]

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

11 2.0 Configuring T alkSwitch T erminal Window: Displays a command line interface to enter commands. Useful for troubleshooting in conjunction with technical support. Defaults: Select this option to reset the current page or the entire configuration back to defaults. Menu Items — Help Support on the W eb: Launches your browser and directs you to[...]

12 T alkSwitch User Guide 2.3.1 System Information 2.3.1.1 Administration It is recommended that you enter an Administrator password to prevent tampering with the system configuration. System Name: The system name is for informational purposes to confirm the identity of the system when connected. Administrator password: T o activate the use of an a[...]

13 2.0 Configuring T alkSwitch 2.3.1.2 T elephone Lines This section is used to inform T alkSwitch about the lines or V oIP ports plugged into its back panel. Simply select a line and fill in the information. For each line there is a status message (“Line detected at initialization”) indicating if T alkSwitch detected a line plugged into the as[...]

14 T alkSwitch User Guide In the “T elephone company services” section: Select any of the T elephone Company Services that you currently have for each line. The following is an explanation of each service and the impact of selecting each option with respect to how T alkSwitch handles calls. For definitions and details on how to use these featur[...]

15 2.0 Configuring T alkSwitch Note: Only lines that are detected can be calibrated. 2.3.1.3 Line Hunt Groups There are a total of 9 Line Hunt Groups for controlling outbound call line selections. These Line Hunt Groups are used by the Local and Remote Extensions, and when using the Call Bridge feature. Each Hunt Group can support several line choi[...]

16 T alkSwitch User Guide 2.3.1.4 Fax Information The information in this tab helps configure T alkSwitch to handle faxes. If you have a dedicated fax line or a Distinctive Ring number for faxing associated to a line, please choose this ‘Fax number’ in the list. If you don’t have a line dedicated for inbound faxing, select ‘none’. If you [...]

17 2.0 Configuring T alkSwitch 2.3.1.5 Local Extensions Local Extensions are phones or devices connected to any of the extension jacks at the back of T alkSwitch. See sections 1.3 and 1.4 for more details on connectivity . Select any of the extensions that you wish to configure. Local Extensions are by default activated with the associated V oice m[...]

18 T alkSwitch User Guide Direct Line Access: Direct line access allows you to configure the extension to access a specific Hunt Group automatically for outbound calls when the extension goes off hook. For example, you may have a fax machine connected to this extension and don’t want to reprogram the speed dial phone numbers. In this case you wou[...]

19 2.0 Configuring T alkSwitch Choose a Remote Extension to configure. After you have activated a Remote Extension, you must enter a phone number in order for the extension to be considered active and usable by the system. Remote phone number: Enter the phone number of the Remote Extension (note: no specific prefixes are required - put the number i[...]

20 T alkSwitch User Guide Use Same Line Connect Enabling this option allows incoming calls, when forwarded to the Remote Extension, to use the same line in which the originating call came in. Using this feature allows only one line to be used when forwarding incoming calls to a Remote Extension. This feature can only be used when the line that the [...]

21 2.0 Configuring T alkSwitch Example 2: Y ou have a company with several departments . Y ou may want to configure Extension Ring Group 300 for the Sales Department, in which case it will ring extensions 111, 112, 113, and 114. Y ou may want to also set up Ring Group 301 for T echnical Support, in which case it will ring extensions 115 and 116. Fi[...]

22 T alkSwitch User Guide 2.3.1.8 On-hold/ Ringback If you wish to have callers listen to music or advertising while they are on hold, you will need to enable Music-on-hold in this tab. On-Hold Settings: If you have a music source connected to the MUSIC jack, then you can select the ‘play music’ option. Otherwise leave the option set to play a [...]

23 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[...]

24 T alkSwitch User Guide play announcements : Callers will be transferred to the specified announcement. go to auto attendant : Callers will be transferred to the Auto Attendant. perform no action : No action will be performed when ‘0’ is pressed. Load Greeting: Y ou can load a pre-recorded voicemail greeting from your PC to T alkSwitch. The f[...]

25 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[...]

26 T alkSwitch User Guide Remote Extension voicemail is similar in features to the Local Extension voicemail. Ensure that the remote extension has been enabled, otherwise you will not be able to activate its voicemail. Play announcement only: If you want to use this mailbox for informational purposes only and prevent callers from recording messages[...]

27 2.0 Configuring T alkSwitch Message W aiting Light: Click on this option to set a message waiting light to indicate when a message has been received for an extension. Y ou can select on which local extensions in your system the light will be activated when a message is received. This option can be useful since remote voice mailboxes are not asso[...]

28 T alkSwitch User Guide 2.3.2.3 General V oicemail General V oicemail is similar in features to both Local and Remote Extension V oicemail. These are generic mailboxes used for general purposes, such as messages for a sales team, or technical support group. Play announcement only: If you want to use this mailbox for informational purposes only an[...]

29 2.0 Configuring T alkSwitch Load Greeting: Y ou can load a pre-recorded voicemail greeting from your PC to T alkSwitch. The file must be an 8khz, 8-bit, mono µ-law .wav file. V oicemail Notification Settings: Set the manner in which to be notified when new messages arrive. Remote Phone Notification: If you want to be notified at another locatio[...]

30 T alkSwitch User Guide Dial notification phone number… These parameters control which Hunt Group is used for both the Remote Phone and Pager Notification calls. It also allows you to adjust the number of rings before it will abort the attempt then follow the parameters listed in the next section. If attempt unsuccessful… These parameters con[...]

31 2.0 Configuring T alkSwitch 2.3.2.4 Global Settings Any changes made to Global Settings will affect all system voice mailboxes. Global Message W aiting Indicator: This option can be useful if you only use one or a couple of voice mailboxes. Anytime a new message is left in any active voice mailbox, the Power/Data light will pulse very slowly to [...]

32 T alkSwitch User Guide Automatically remove blank and short messages: Enable this option if you tend to get several messages where callers hang up rather than leave messages. The advantage of not clearing the short messages is that employees can listen to the Caller ID information played at the end of the message to identify callers * . *Caller [...]

33 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 [...]

34 T alkSwitch User Guide 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 Gro[...]

35 2.0 Configuring T alkSwitch 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, you need to enter this password. Next, begin entering the proper touch tone commands listed on the[...]

36 T alkSwitch User Guide In the “At the Auto Attendant, perform the following actions:” section: If the caller selects ‘ 0 ’ : In general, the ‘0’ option is used to direct callers to a receptionist. Y ou may want to configure this option to ring a Local Extension. For an after hours auto attendant, you might want to use this option for[...]

37 2.0 Configuring T alkSwitch If a fax call is detected: If T alkSwitch detects a fax call (by CNG detection), it has the ability to route it to a Local or Remote Extension or if you do not want to use fax detection, you can have T alkSwitch perform no action when detecting a fax call. After the Auto Attendant has finished playing and no selection[...]

38 T alkSwitch User Guide 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. If[...]

39 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[...]

40 T alkSwitch User Guide Ring extensions only (no Auto Attendant is played) If you don’t want the Auto Attendant to answer calls on this line, then select this option. By default all the Local Extensions are set to ring immediately during an inbound call. If you select this option, no Call Cascade actions (such as voicemail) can be performed . I[...]

41 2.0 Configuring T alkSwitch Remember: Callers can only be directed with the aid of an Auto Attendant. Calls will not follow the Call Cascade settings of any of the Local Extensions programmed to ring on any incoming call. Adjust Sequence: This section controls how the extensions will ring before the Auto Attendant answers the call. • If you ha[...]

42 T alkSwitch User Guide 2.3.3.4 Local Extensions — Call Cascade This section configures the incoming Call Cascade options for the Local Extensions. The Call Cascade routing options are only engaged if the extension is chosen from the Auto Attendant or if a call is manually transferred to the extension. Once a call enters an extension’ s Call [...]

43 2.0 Configuring T alkSwitch machine is at the extension), queue caller , or hang up. For more information on these features, see chapter 3.0 — Using 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 E[...]

44 T alkSwitch User Guide 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 exten[...]

45 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 voi[...]

46 T alkSwitch User Guide 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 Ri[...]

47 2.0 Configuring T alkSwitch 1. Busy at extension — routing options when all the extensions in the Ring Group are busy Cascade options include forwarding calls to a Local Extension, Remote Extension, Extension Ring Group, built in V oicemail, Announcement, Auto Attendant, play busy tone, queue caller or hang up. 2. No answer at ext. — routing[...]

48 T alkSwitch User Guide Here is how it works: S S t t e e p p 1 1 : : Call your T alkSwitch telephone number to activate Call Back, then hang up. S S t t e e p p 2 2 : : T alkSwitch calls you back within 10 seconds. Y ou answer and accept Call Back. Y our Auto Attendant will play or if you have none recorded, the T alkSwitch message will play . S[...]

49 2.0 Configuring T alkSwitch 2. Prompted Call Back — Prompted Call Back offers the convenience of entering or changing your Call Back telephone number and message each time Call Back is activated. T o use Prompted Call Back activation, simply dial your home/office telephone number . When the Auto Attendant answers your call, you dial ‘6’ to[...]

50 T alkSwitch User Guide 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 Line H[...]

51 2.0 Configuring T alkSwitch In essence this saves you the hassle of having to always enter the same prefix every time you want to set up an Auto Call Back phone number . 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[...]

52 T alkSwitch User Guide There are 4 Auto Call Back accounts per T alkSwitch. If you need to record an Announced Message for a particular Auto Call Back account, this needs to be done on the same T alkSwitch unit as the account. If you need to configure and/or record an Announced Message from a remote location and do not have the Auto Attendant se[...]

53 2.0 Configuring T alkSwitch 2.3.4.2 Prompted Call Back If you are travelling to a location where you do not yet know the phone number , you can use Prompted Call Back to save on your long distance charges. For details on using Call Back, see section 3.7.2. Number to call back: This phone number should be entered exactly as you would normally hav[...]

54 T alkSwitch User Guide Use dialing prefix with Call Back number: If you usually have to dial the same prefix when using Prompted Call Back (for example a long distance calling card number), you may want to enable ‘Use dialing prefix with Call Back number’. Enter the dialing prefix including any required pauses or feature keys such as * or #.[...]

55 2.0 Configuring T alkSwitch Pick up a telephone handset connected to the T alkSwitch and use the following keypad commands to record the Prompted Call Back Announced Message: 1) Press to enter command mode. If required, enter the password. 2) Next, enter the appropriate command as listed below . After each command, press to confirm the entry . T[...]

56 T alkSwitch User Guide 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 h[...]

57 2.0 Configuring T alkSwitch 2.3.5 Options 2.3.5.1 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. Line Controls: If c[...]

58 T alkSwitch User Guide 2.3.5.2 T ransfer Options This section deals with actions T alkSwitch makes when calls are transferred manually . Transferring a caller to a Local Extension: When performing this action, in the case of the extension not answering or being busy , you have the choice of T alkSwitch either ringing back the extension that tran[...]

59 2.0 Configuring T alkSwitch Example: Let’ s say you receive a call on a phone in your home that is not an extension of T alkSwitch and you want to transfer the caller to Remote Extension 215. Y ou would then dial , wait for the ‘double beep’ then dial 215 and hang up. T alkSwitch will now handle the call. For more details, see section 3.2.[...]

Caller in queue reminder When a caller is in queue at an extension already in use, a reminder tone is played at the extension to let them know they have a caller in their queue. This option allows you to turn off this function. Call Back ring return Y ou can adjust the number of rings during a Call Back session before T alkSwitch disengages the Cal[...]

Internal Caller ID options: T alkSwitch has the ability to generate name and number Caller ID to each extension during intercom calls. If your Caller ID unit/telephone does not support the name option, you can choose to have T alkSwitch send the number only . Prompt function key options: Some phone cards and phone services use different keypad digi[...]

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

Double Flash time: When two flashes are detected, T alkSwitch needs to calculate the time between the flashes to establish if they were intended to propagate a flash at the CO or if it was the intention to place a caller on hold then quickly retrieve them. The Double Flash time values signify the maximum time between two flashes that T alkSwitch wi[...]

T roubleshooting — Advanced DTMF Detection: If callers are complaining of being misdirected when they select options at the Auto Attendant, then these values might need to be adjusted. Minimum time: The default setting of 45ms should be adequate for most environments. It may however be necessary to lower this value if T alkSwitch appears to have [...]

Line CPC/ Disconnect Clear: If calls are being disconnected accidentally in mid conversation, this usually indicates a problem with the telephone line. T alkSwitch is always looking for a ‘hangup’ signal from the phone company called a CPC or Disconnect Clear signal. If the line has ‘shorts’ or even the line card at the central office is de[...]

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67 3.0 Using T alkSwitch 3 Using TalkSwitch 3.1 In the Office — Receiving Calls with or without the Auto Attendant 3.1.1 Receiving calls using the Auto Attendant If you don’t have a receptionist, then using the Auto Attendant will help you handle all your inbound calls and help improve your corporate image. Once it has been configured and its m[...]

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

69 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 extension b[...]

70 T alkSwitch User Guide 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 imme[...]

71 3.0 Using T alkSwitch 3.2.5.2 P arking a caller using Auto P ark T o place a caller in the next available Park Orbit, press ‘flash’ then 510. Y ou will hear a confirmation that indicates the caller has been parked successfully and into which Park Orbit. 3.2.5.3 Retrieving a parked call Once the caller is parked, you can retrieve the caller a[...]

72 T alkSwitch User Guide If the call came from the Auto Attendant and the extension has n n o o voice mailbox: “The extension you have reached is currently busy . If you wish to continue holding, please remain on the line and to return to the main menu, press .” If the call was transferred from another extension, there is no Auto Attendant on [...]

73 3.0 Using T alkSwitch this notification, the Caller ID information will be displayed on the phone. The caller will not hear the beep as the phone mutes the other side. 2. If the phone does not support Call Waiting Caller ID, then you will hear a beep. When the Call Waiting notification beep is heard, the person at the extension can dial ‘flash[...]

74 T alkSwitch User Guide If you are experiencing problems with pressing the flash key twice in a rapid succession (ie. pressing the flash key twice within 1.5 seconds), then you can make changes in the software that will make it easier to accomplish this task. See section 2.3.5.5 for details on setting the Double Flash T ime. 3.2.9 Using Phones co[...]

75 3.0 Using T alkSwitch 3.2. 10 Modems and telephone line access If your modem is attached to T alkSwitch as an extension, you can configure it to access your telephone lines in one of two ways: 1. Direct Line Access: Y ou can give the extension to which your modem is attached ‘Direct Access’ to one of your telephone lines (i.e. you don’t ha[...]

76 T alkSwitch User Guide 3. Conditional call forwarding — If the Auto Attendant answers a call and the caller selects an extension or Ring Group number that is already busy or is not answered, the Auto Attendant can forward the call to a Remote (out of office) extension number . Conditional call forwarding is configured using the Call Cascade’[...]

77 3.0 Using T alkSwitch When ‘play caller’ s name first’ is configured in the ‘Answer at ext.’ Call Cascade option, T alkSwitch plays a pre-recorded prompt to the caller asking them to record their name at the sound of the tone. T alkSwitch then asks the caller to hold and dials your call forwarding telephone number . When you answer the[...]

78 T alkSwitch User Guide 3.4.1 Activating V oice mailboxes A V oice mailbox is activated from the T alkSwitch configuration software. There are 3 series of V oice mailboxes that can be activated in the Voicemail section of the configuration: Local Extension mailboxes: These mailboxes are generally associated to the Local Extensions. By default, al[...]

79 3.0 Using T alkSwitch If you have a line configured to go straight to voicemail, then you can dial ‘8’ during the greeting to access messages. The first time you access your voicemail, you will be prompted to setup your mailbox by optionally assigning a password, recording a greeting and recording your name for the dial by name directory . S[...]

80 T alkSwitch User Guide Change personal options (press 3): This section allows you to change your current password, turn auto date and time stamp + phone number on or off and setup or change Pager and Remote Phone Notification for new messages. By default, auto date and time stamp is on and this information is played at the end of each message. I[...]

81 3.0 Using T alkSwitch 2. When the Auto Attendant answers a call and transfers the caller to an extension; the caller will hear a pre-recorded message saying “One moment please”, and then hear your music. Music-on-Hold and Call Forwarding to Remote Extensions: If you are using the telephone company’ s 3-Way Calling/Conference service (Same [...]

82 T alkSwitch User Guide 3.7 Out of the Office — Making Calls with Call Back and Call Bridge Working together , Call Back and Call Bridge act as your personal long distance operator . Whether you are across town or around the world, these two features allow you to place calls from your home/office telephone line(s). 3.7.1 Using Call Bridge Call [...]

83 3.0 Using T alkSwitch If you changed the ‘Special P refix’ to instead of , you will need to dial to make another call, and dial to return to the Auto Attendant. T o enter command mode, you will still need to enter . The Call Bridge telephone number dialed can be any telephone number: local, long distance, toll free (800 and 888) or internati[...]

84 T alkSwitch User Guide 2. Using ‘Auto Call Back’ Activation: From your out-of-office location, dial one of the Call Back telephone numbers that has been pre-configured for Auto Call Back activation. Let the line ring at least once, but no more than three times and then hang-up (before the call is answered). Within 20 seconds, T alkSwitch wil[...]

85 3.0 Using T alkSwitch Step #1 — Check current version T o identify the appropriate update file, you must first determine your T alkSwitch firmware and software versions. Y ou can find your T alkSwitch version numbers by selecting ‘About’ from the Help menu in the configuration software. Write down the software and firmware version numbers [...]

The actual update process will take approximately 1 to 5 minutes, depending on how many files are needed for the update. During the update, the LED lights on T alkSwitch’ s front panel will show diagnostic indicators for the update. In the event the firmware update was unsuccessful, please follow the instructions through the update process again.[...]

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

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89 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.c[...]

90 T alkSwitch User Guide 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 ext[...]

91 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. • From the Control Center , choose [...]

92 T alkSwitch User Guide 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 number of[...]

93 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 On-Hold/Ringback tab in the System Information folder . Problem: Callers hear m[...]

94 T alkSwitch User Guide Problem: Unable to place intercom calls from a L ocal Extension. • If the Local Extension has been given ‘Direct Access’ to your telephone lines, then you need to press ‘Flash’ before intercom calling. Answering and Fax Machines: Problem: The answering machine and/or fax machine picks up calls before they can be [...]

95 Appendices Problem: My PC attached (Internal or External) Modem cannot dial out. • If the extension to which your Modem is attached has not been given ‘Direct Access’ to telephone lines, you will have to include a Line Hunt Group prefix (81-88 or 9) before the number you are dialing. For more information about Dial Out Access and changing [...]

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97 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[...]

98 T alkSwitch User Guide 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, give[...]

99 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 with ‘[...]

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101 Appendices Appendix C — Quick Commands and DTMF Functions These DTMF Quick 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 command [...]

102 T alkSwitch User Guide DTMF descriptions dialed from a Local Extension. DTMF 111-114 211-218 300-309 <flash> if connected to a caller <flash> at internal dialtone <flash> at external dialtone 111-114 211-218 410-419 1x1-1x8 2x1-2x8 4x0-4x9 <flash>4 0 Function performed Intercoms a Local Extension Dials a Remote Extension[...]

103 Appendices DTMF <flash>5 500-509 510 500-509 <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 Spots - 10 in total for the entire system. Auto P ark a call P arked Call Retrieval Conference Call for 3 parties. E[...]

104 T alkSwitch User Guide DTMF descriptions dialed at the Auto Attendant message Digit dialed 0 111-114 211-218 300-309 1,2,3,4,5 6 7(xxx...) 81-88, 9 80 111-114 211-218 410-419 410-419 111-114 211-218 410-419 Function performed User Defined — Mapped to an Extension, Ring Group, Auto Attendant, V oice mailbox, Announcement or perform no action. [...]

105 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 fo[...]

106 T alkSwitch User Guide Important Notices F F C C C C a a n n d d I I C C W W a a r r n n i i n n g g s s This equipment complies with ACT A TIA/EIA/IS-968A and Part 68 of the Federal Communications Commission (FCC) rules in the United States. It also complies with regulations RSS210 and CS-03 of Industry Canada and Science Canada. This equipmen[...]

107 Appendices A A C C T T A A T T I I A A / / E E I I A A / / I I S S - - 9 9 6 6 8 8 A A , , F F C C C C P P a a r r t t 6 6 8 8 a a n n d d I I C C C C S S - - 0 0 3 3 : : Notice: The Industry Canada label identifies certified equipment. This certification means that the equipment meets telecommunications network protective, operational and safe[...]

108 T alkSwitch User Guide 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 r[...]

109 Appendices Appendix E — T alkSwitch One- Y ear W arranty The Original end-user customer 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. T alkSwitch, a division of Centrepoint T echnologies Inc. (“T alkSwitch”) warra[...]

110 T alkSwitch User Guide LIMIT A TION, NEGLIGENCE), OR ANY OTHER LEGAL THEORY , WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR WHETHER SUCH DAMAGES ARE FORSEEABLE. IN ANY EVENT , THE TOTAL AGGREGA TE LIABILITY OF T ALKSWITCH FOR DIRECT DAMAGES SHALL NOT EXCEED THE PURCHASE PRICE OF THE PRODUCT . This warranty gives specific rights,[...]

111 Appendices T T o o o o b b t t a a i i n n W W a a r r r r a a n n t t y y s s e e r r v v i i c c e e : : I I f f p p u u r r c c h h a a s s e e d d f f r r o o m m a a r r e e s s e e l l l l e e r r : : Contact your reseller and obtain a Warranty Return Authorization (WRA) number if required. I I f f p p u u r r c c h h a a s s e e d d f f [...]

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

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115 Appendices Appendix G — Specifications E E x x t t e e n n s s i i o o n n I I n n t t e e r r f f a a c c e e Loop range 0 to 600 ohms On hook voltage 35 volts Off hook loop voltage source 35 volts Off hook loop current 23 to 40 mA Ringing voltage 90 volts RMS Ringing frequency 20 Hz – T rue Sine wave T otal supported ringing load 5 REN T [...]

116 T alkSwitch User Guide S S y y s s t t e e m m Music input Phono jack (mono) P .A. output Phono jack (mono) Power source AC wall adapter 120V AC/16V AC 1.1A Power switch Push Button DTMF detectors 12 @ -3dBm to -30dBm Dial tone generators 1 Ring detectors 2 Power -failure pass through Extension 4 connects to Line 1 Dimensions (H) 51.6mm x (W) 2[...]

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

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119 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[...]

120 T alkSwitch User Guide 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 ‘chirping’[...]

121 Glossary identified as 3 short rings. (Distinctive Ring is also referred to as: Ident-A-Ring, Ident-A-Call, Ring Master , T een Service, Double Number , Personal Ringing, Ring Plus, Smart Ring Service, Special Ring or Customized Ringing). Driver A program that controls a device. Every device, whether it is a printer , disk drive, or keyboard, m[...]

122 T alkSwitch User Guide LED Light Emitting Diode. An electronic device that lights up when electricity is passed through it. LEDs are used in displays on electronic devices such as computers. T alkSwitch has five LEDs on its front panel. They show which telephone is in use, whether data is being transferred to or received from an attached PC, an[...]

123 Glossary Prompted Call Back Allows you to activate Call Back by dialing one of T alkSwitch's telephone numbers, letting the Auto Attendant answer and then entering the Call Back settings. Serial Communication A type of electronic communication that, unlike parallel communication, requires that data bits be sent one after the other . Modems[...]