Talkswitch CT.TS005.003902 User manual

ANSWERS WITH INTELLIGENCE

®

TALKSWITCH USER GUIDE

TALKSWITCH

RELEASE 5.0

CT.TS005.003902

For use in

North America

Copyright Information

TalkSwitch is a division of Centrepoint Technologies Inc.

TalkSwitch and Appello® are registered trademarks of Centrepoint

Technologies Inc.

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 TalkSwitch. No part of this user

guide may be reproduced or transmitted in any form or by any means,

electronic or mechanical, including photocopying, recording, or information

storage and retrieval systems, or translated to another language, for any

purpose other than the licensee’s personal use and, as specifically allowed in

the licensing agreement, without the express written permission of

TalkSwitch.

Release 5.0, October 2007

CT.TS005.003902

TALKSWITCH USER GUIDE I

TABLE OF CONTENTS

PREFACE

TalkSwitch usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIII

What’s in this guide? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIII

What you should know. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIV

Single unit installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIV

Networked units installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XIV

VoIP installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Connecting devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Important information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Electrical shock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Power and lightning surge protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Power adapter and power cord. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XV

Power failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

Change password frequently . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

PBX fraud. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

Emergency service numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

Call redirection and service provider billing advisory . . . . . . . . . . . . . . . . .XVI

Cleaning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .XVI

Finding the information you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVII

Using the table of contents and the index . . . . . . . . . . . . . . . . . . . . . . . . . XVII

Navigating with cross-references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVII

Where to go for further information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVII

Guide conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . XVII

CHAPTER 1: TALKSWITCH INSTALLATION

TalkSwitch package contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

TalkSwitch configuration software system requirements . . . . . . . . . . . . . . . . . . . 1

Unit front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

What the flashing lights mean . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Line 1, 2, 3 and 4 lights flashing simultaneously . . . . . . . . . . . . . . . . 2

Power/Data and Line 1, 2, 3 and 4 lights flashing simultaneously. . . 3

Line 1 and 4 lights, then Line 2 and 3 lights flashing alternately . . . . 3

Line 1 and 3 lights, then Line 2 and 4 lights flashing alternately . . . . 3

Line 2 and 3 lights flashing simultaneously. . . . . . . . . . . . . . . . . . . . . 3

Line 1 and 4 lights flashing simultaneously. . . . . . . . . . . . . . . . . . . . . 3

II TABLE OF CONTENTS

Power/Data and Line 1, 2, 3 and 4 lights on steady . . . . . . . . . . . . . . 3

Unit back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Installing the TalkSwitch configuration software . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Installing the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Upgrading the TalkSwitch software and firmware. . . . . . . . . . . . . . . . . . . . . 7

Step 1 — Check current version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Step 2 — Download new software and firmware . . . . . . . . . . . . . . . . . 9

Step 3 — Updating the firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Initial configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Select location for installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Connect TalkSwitch to a network or a PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Ethernet connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

USB connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Internet connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Using the address book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Connecting telephone lines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Connecting local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Connecting a single-line analog phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Connecting a dual-line analog phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Connecting an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Connecting a modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Connecting a fax machine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Option 1 — Dedicated fax line. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Option 2 — Distinctive ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Option 3 — Automatic fax detection via the auto attendant . . . . . . . 21

Connecting to the PA (public address) jack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Setting up music on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

External audio source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Internal audio file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Networking TalkSwitch units on a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Connecting TalkSwitch units to a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Ethernet switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Power up all the TalkSwitch units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Setting or changing the unit ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

How unit IDs affect system extension numbers. . . . . . . . . . . . . . . . . . . . . . 24

Keep track of the lines and extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Optimizing the system for networked use . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Special considerations when connecting multiple units to a LAN . . . . . 27

Increasing memory capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

TalkSwitch memory cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Installing a memory card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Upgrading TalkSwitch units. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Enabling licensed add-ons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Verifying the connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Connecting a TalkSwitch unit to a PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

TALKSWITCH USER GUIDE III

Loading a configuration file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Restoring firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

CHAPTER 2: TALKSWITCH CONFIGURATION

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

TalkSwitch System Configuration window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Menu Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Tools menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Configuration navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

System Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

IP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Telephone Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Setting up telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Calibrating telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Line Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Automatic Route Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Automatic route selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Toll restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Leading digits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Carrier codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Planning automatic route selection and toll restriction. . . . . . . . . . . 52

Direct line access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

3-Way Calling/Conference service. . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Emergency service numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Inter-Digit Timeout (IDT). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Setting up automatic route selection and toll restriction . . . . . . . . . . . . . . 53

Restricting local extension access to line hunt groups . . . . . . . . . . . . . . . . 55

Allowing a local extension to bypass ARS and toll restriction . . . . . . . . . . 55

Regulatory advisory notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Fax Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Setting up a dedicated fax line. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Setting up distinctive ring fax detection . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Setting up automatic fax detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Local Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Setting up an analog extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Setting up an IP extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Programming an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Confirming registration of an IP extension . . . . . . . . . . . . . . . . . . . . . 65

Using an IP phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

IV TABLE OF CONTENTS

Setting up direct line access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Setting line hunt group permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

About line appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Setting up line appearance on a TS-9133i . . . . . . . . . . . . . . . . . . . . . . . . . 67

Setting up line appearance on a TS-480i. . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Saving a template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Using a template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Remote Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Setting up a remote extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Remote extensions and telephone company services . . . . . . . . . . . . . . . . 74

Extension Ring Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

On-Hold/Ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Setting up voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Setting up voicemail notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Setting up notification by phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Setting up notification by pager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Setting up the notification options . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Setting up message waiting light activation. . . . . . . . . . . . . . . . . . . . 83

Setting up notification by e-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Maintaining e-mail addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Displaying the Edit E-mail Address List - Mailbox window. . . . . . . . . 85

Adding an e-mail address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Modifying an e-mail address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Removing an e-mail address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Importing e-mail addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Global Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Entering additional e-mail server parameters . . . . . . . . . . . . . . . . . . . . . . . 89

Testing the e-mail server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Viewing mailbox data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Resetting mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Modes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Changing the date and time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Switching modes manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Setting up an auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Recording a new message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Loading a message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Viewing auto attendant message lengths . . . . . . . . . . . . . . . . . . . . . . . . . 103

Erasing a message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Example auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Telephone Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Local Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

How call cascades work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

TALKSWITCH USER GUIDE V

Entering the call cascade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Being routed by the call cascade. . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Exiting the call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Setting up a call cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Remote Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Extension Ring Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Call Back/ Call Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Auto Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Setting up auto call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Recording an announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Prompted Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Setting up prompted call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Recording an announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Call Bridge (DISA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Restricting local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Adding an access code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Modifying an access code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Removing an access code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Audio controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Calibrating telephone lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Adjusting audio levels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Transfer options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Miscellaneous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Adjusting system timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Viewing the ring pattern . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Licensed add-ons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Enabling a licensed add-on demo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Enabling a licensed add-on using an activation key . . . . . . . . . . . . . . . . . 143

CHAPTER 3: USING TALKSWITCH

Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

With the auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Without the auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Using an analog extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Place intercom calls from a local extension to another extension. . 146

Place intercom calls from a local extension to a TalkSwitch phone 147

Place out-of-office calls from a local extension . . . . . . . . . . . . . . . . 147

Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Placing calls on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

VI TABLE OF CONTENTS

Transferring calls to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Unscreened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Screened transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Transferring calls to a remote extension . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Unscreened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Screened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Parking and retrieving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Parking a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Retrieving a parked call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Paging other users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Queuing and retrieving callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Queuing callers to a single extension . . . . . . . . . . . . . . . . . . . . . . . . 151

Queuing callers to an ring group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Using call waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Conference calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Two local TalkSwitch extensions and one outside caller . . . . . . . . . 153

Two outside callers and one local extension . . . . . . . . . . . . . . . . . . 154

Using an IP extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Place intercom calls from a local extension to another extension. . 155

Place intercom calls from a local extension to a TalkSwitch phone 155

Place out-of-office calls from a local extension . . . . . . . . . . . . . . . . 155

Receiving calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Placing calls on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Transferring calls to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Unscreened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Screened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Transferring calls to a remote extension . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Unscreened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Screened transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Call park — parking and retrieving callers. . . . . . . . . . . . . . . . . . . . . . . . . 158

Parking a caller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Retrieving a parked call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Paging other users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Queuing and retrieving callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Using call waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Conference calling with TalkSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Two TalkSwitch local extensions and one outside caller . . . . . . . . . 160

Two outside callers and one local extension . . . . . . . . . . . . . . . . . . 160

Using Line Appearance with TalkSwitch IP Phones . . . . . . . . . . . . . . . . . . . . . . 161

About line appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Line appearance on a TS-9133i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Line appearance on a TS-480i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Using VoIP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Using a standard phone connected in parallel

TALKSWITCH USER GUIDE VII

to TalkSwitch 165

Making and receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Transferring calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Modems and telephone line access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Forwarding calls out of the office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Automatic call forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Manual call forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Conditional call forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Transferring calls from a remote extension . . . . . . . . . . . . . . . . . . . . . . . . 167

Screening options for forwarded calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Calls over VoIP with IP extensions and gateways . . . . . . . . . . . . . . . . . . . . . . . . 169

Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Receiving calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Using the voicemail system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Activating voice mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Retrieving messages and accessing a voice mailbox . . . . . . . . . . . . . . . . 171

Recording an announcement on a local extension . . . . . . . . . . . . . . . . . . 173

Pager and cell phone notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Music on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Music on hold and call forwarding to remote extensions . . . . . . . . . . . . 174

Switching modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Switching modes manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Switching modes automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Using call bridge and call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Using call bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Using call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Activating call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Using prompted call back activation. . . . . . . . . . . . . . . . . . . . . . . . . 177

Using auto call back activation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Accepting the call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Directly answering the call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Using the Announced Message option . . . . . . . . . . . . . . . . . . . . . . . 178

CHAPTER 4: CALL DETAIL RECORD (CDR) LOGGING

Enabling call detail record (CDR) logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Retrieving call data records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Call reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Browser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Analyzing the data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

CHAPTER 5: VOIP INFORMATION

Introduction to VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Optimizing your LAN for VoIP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

The broadband connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

VII I TABLE OF CONTENTS

The router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Connecting a LAN to an IP network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Confirming sufficient network capacity for VoIP . . . . . . . . . . . . . . . . . . . . 187

Configuring the firewall for voice data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Firewall ports for TalkSwitch units with four VoIP lines . . . . . . . . . 189

Firewall ports for TalkSwitch units with eight VoIP lines . . . . . . . . . 189

Prioritizing your voice data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

DDNS Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Setting up a VoIP network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Connecting TalkSwitch or SIP-compatible gateways. . . . . . . . . . . . . . . . . 190

Selecting a TalkSwitch unit as SIP server . . . . . . . . . . . . . . . . . . . . . . . . . 190

Which location and unit should be the SIP server? . . . . . . . . . . . . . 191

Assigning VoIP numbers to each VoIP location . . . . . . . . . . . . . . . . . . . . . 191

Configuring a TalkSwitch system for VoIP . . . . . . . . . . . . . . . . . . . . . . . . . 192

IP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Setting the local IP address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Setting the public IP address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

VoIP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Setting up a TalkSwitch profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Setting up a service provider profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Setting up codec options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Viewing registrar entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Viewing registration status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Reserving VoIP lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

VoIP Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Setting up a VoIP number using the TalkSwitch profile . . . . . . . . . . . . . . 202

Setting up a line hunt group for VoIP numbers . . . . . . . . . . . . . . . . . . . . . 203

Setting up a VoIP number using the service provider profile . . . . . . . . . . 204

VoIP Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

How does VoIP work? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Does a VoIP call sound like an analog phone call? . . . . . . . . . . . . . . . . . . 207

What happens if the power goes out or if the IP network to VoIP fails? . . 208

Can a firewall prevent VoIP calls from passing through? . . . . . . . . . . . . . 208

What is SIP?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

What is a VPN?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Can a VPN help to carry data securely over the Internet? . . . . . . . . . . . . . 209

What’s the difference between a public IP address

and a private IP address? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

What is NAT and how does it affect VoIP? . . . . . . . . . . . . . . . . . . . . . . . . . 210

What’s the difference between a static IP address and a

dynamic IP address and what effect does this have on VoIP? . . . . . . . . . 210

What is a SIP server?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

What is Dynamic DNS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

What is the drawback of using dynamic DNS?. . . . . . . . . . . . . . . . . . . . . . 211

TALKSWITCH USER GUIDE IX

How often will my public IP address change? . . . . . . . . . . . . . . . . . . . . . . 212

What is a port number?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

VoIP network administration form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

CHAPTER 6: TROUBLESHOOTING AND SUPPORT

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

I am not able to retrieve settings from TalkSwitch . . . . . . . . . . . . . . 215

I am unable to configure TalkSwitch using a touchtone phone . . . . 216

Auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

The auto attendant does not play when calls come in . . . . . . . . . . . 216

The auto attendant message is broken up or very faint. . . . . . . . . . 217

The auto attendant answers calls before any of the

extensions ring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

The auto attendant is transferring calls to the wrong extension . . . 217

The auto attendant answers calls, but does not

transfer them to the extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Music on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Callers hear the “One moment please” message and then total silence

when the auto attendant transfers their call to an extension . . . . . 217

Callers hear only silence when put on hold at an extension . . . . . . 218

Call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Callers are disconnected when transferring calls

from one extension to another . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

I can’t use my conference/3-way calling feature

from the phone company. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

I’m unable to place intercom calls from a local extension. . . . . . . . 218

Answering and fax machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

The answering machine and/or fax machine picks up calls

before they can be answered by telephone extensions . . . . . . . . . . 218

Incoming faxes are not automatically detected and

routed to the fax machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Local extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

I am unable to access TalkSwitch lines with a local extension . . . . 219

My PC (internal or external) modem cannot dial out . . . . . . . . . . . . 219

One of the local extensions (telephones) does not ring. . . . . . . . . . 219

Extension(s) ring, but there is no caller . . . . . . . . . . . . . . . . . . . . . . 220

When I try to access voicemail, I hear a busy tone . . . . . . . . . . . . . . 220

Multiple TalkSwitch units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

I can’t reach an extension across the LAN . . . . . . . . . . . . . . . . . . . . 220

The configuration does not show the other TalkSwitch unit(s) . . . . 220

After recording an auto attendant greeting, I can’t play it back . . . 221

Calls are not always reaching my voicemail . . . . . . . . . . . . . . . . . . . 221

Calls across the LAN are lower in volume . . . . . . . . . . . . . . . . . . . . . 221

XTABLE OF CONTENTS

VoIP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

I hear a re-order tone when I try to dial a VoIP location . . . . . . . . . . 221

Callers complain the sound is distorted or choppy . . . . . . . . . . . . . 222

When I call someone or they call me, voice is only heard

in one direction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

TALKSWITCH USER GUIDE XI

APPENDICES

Appendix A: Extension Numbers, Functions and Commands . . . . . . . . . . . . . . . . . . 225

Extension numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Functions you can enter from local extensions. . . . . . . . . . . . . . . . . . . . . . . . . . 226

Functions you can enter from outside phones . . . . . . . . . . . . . . . . . . . . . . . . . . 228

Functions you can enter in command mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

Appendix B: TalkSwitch and Telephone Company Services. . . . . . . . . . . . . . . . . . . . 231

Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Distinctive Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

3-Way Calling/Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Transfer and Clear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Hunt/Rollover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Other services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Services using call back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Services using prompted call back. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Services and systems using flash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Services using Ringback Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

Appendix C: TalkSwitch and Power Interruptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Appendix D: Safety and Regulatory Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

Appendix E: TalkSwitch One-Year Warranty and Return Policy . . . . . . . . . . . . . . . . . 245

Appendix F: Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Appendix G: Copyright and

Licensing Notices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Appendix H: Home/Office Wiring Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273

TALKSWITCH USER GUIDE XIII

PREFACE

Thank you for purchasing the TalkSwitch phone system. Please read this

section before you start installing the product.

TALKSWITCH USAGE

The TalkSwitch unit you have purchased is designed and supplied to meet

the technical standards for use in specific countries and for connection to

the major telephone service providers in those countries. It is subject to

regulatory certification and compliances as detailed in the appendices.

WHAT’S IN THIS GUIDE?

The TalkSwitch User Guide contains all the information you need, whether

you are installing a single TalkSwitch unit or multiple VoIP enabled units. It

is intended to be a complete reference accompanying the TalkSwitch Start

Guide that ships with every TalkSwitch unit.

This preface contains important information to help you maximize your

installation effort and to get the most out of the features and the flexibility

of your TalkSwitch system. We strive to make your experience with

installation and configuration the most rewarding possible.

We would ask you to read important information concerning power

interruptions and safety precautions contained in the appendices in order to

ensure your TalkSwitch equipment is set up in the safest way possible while

avoiding equipment damage.

TalkSwitch cannot provide technical support and warranty for models

exported and used outside their intended markets. For availability of

TalkSwitch models in other markets please visit

http://global.talkswitch.com

XIV PREFACE

WHAT YOU SHOULD KNOW

While TalkSwitch is customer installable, certain skills are required if you

need to route cables or to configure a network. The following points will help

you determine the required skills:

• Configuring the TalkSwitch system using the TalkSwitch configuration

software can be performed by anyone with basic computer skills once the

system is physically installed with proper networking equipment

configurations (if two or more units are networked on a LAN).

• While most buildings are wired to accommodate TalkSwitch system setup,

the need to route telephone and/or network cabling can occur

occasionally. If your organization does not have someone with this skill

set, we recommend the use of an outside telephony system technician.

• Connecting TalkSwitch to network equipment such as routers, switches

or hubs with a connection to the Internet, as well as configuring

firewalls, computers and TalkSwitch for networked use internally and

with Internet. If your organization does not have someone with this IT

skill set, we recommend the use of an outside IT technician.

If you are installing a single, non-VoIP, TalkSwitch unit, anyone with basic

computer skills can use the TalkSwitch Start Guide and this user guide to

perform a full installation and configuration.

TalkSwitch system installations can be categorized into some general

configurations, such as single unit installation, networked units installation,

VoIP or non-VoIP installation, etc. This section helps you determine your

best possible plan of action using this guide, according to your installation

type. While not every possible installation scenario is detailed below,

determine which one better fits your situation and use its guidelines as a

starting point. Chapter 6: Troubleshooting and Support on page 215 provides

solutions for common problems and the index at the back is a means to

quickly navigate to specific areas.

Single unit installation

When installing a single, non-VoIP TalkSwitch unit, you can skip the sections

marked with the Networked and VoIP icons.

Networked units installation

When installing networked TalkSwitch units, you require the sections marked

with the Networked icon.

TALKSWITCH USER GUIDE XV

VoIP installation

When installing a VoIP enabled unit, you require the sections marked with

the VoIP icon. VoIP Information on page 185 provides an additional resource.

Connecting devices

When connecting the computer, telephone lines, local extensions and other

devices to your TalkSwitch unit(s), Chapter 1: TalkSwitch Installation on page

1 provides the information you need.

IMPORTANT INFORMATION

Electrical shock

Do not open the enclosure, except as instructed to install an upgrade kit.

When installing an upgrade kit, disconnect the power adapter before

removing the enclosure cover, and replace the cover before reconnecting the

power adapter.

Do not expose the TalkSwitch to any liquids; that can pose a risk of electrical

shock

Power and lightning surge protection

Surge protection devices are recommended to protect TalkSwitch is areas

subject to lightning or power surges. Please consult your reseller for

recommended surge protection devices.

If TalkSwitch has been supplied with surge protection devices to meet local

regulatory requirements, these devices must be installed as described in their

installation instructions.

Do not connect or disconnect any telephone lines during thunderstorms.

Power adapter and power cord

Use only the power adapter and power cord supplied with your TalkSwitch.

Check the supply voltage matches the rating on the power adapter label. If

your supply voltage does not match the power adapter rating, please consult

your reseller.

For safe operation, the TalkSwitch power adapter must be connected to a

power supply socket with a third pin (ground /earth).

XVI PREFACE

Power failure

The equipment will not operate when mains power fails.

Please ensure that a standard telephone that does not require mains power is

connected to extension jack E4 for emergency use. During a power failure

telephone line port L1 will connect to extension jack E4 (except–AU models).

Change password frequently

Setting and frequently changing the administrator password is recommended

to avoid unauthorized changes to system configuration and settings.

PBX fraud

It is recommended that call bridge (DISA) and call back passwords are

changed frequently to avoid unauthorized users making telephone calls

through the TalkSwitch.

Emergency service numbers

Ensure emergency service numbers are not blocked by the toll restriction

feature. Frequently used emergency service numbers are pre-programmed to

avoid blocking, but other local numbers may be used in some locations.

Before routing any emergency service numbers to a VoIP service provider,

check that they do handle emergency service calls and any conditions

associated with this service.

Call redirection and service provider billing advisory

Use of the automatic route selection, toll restriction and call detail recording

features does not imply any guarantee whatsoever by regulatory authorities,

telephone service provider(s), TalkSwitch or its distributors and resellers,

with regard to the accuracy of these features and that the use of such a

features may not be considered by a telephone company in any disputes

which may arise regarding the accuracy of any subscriber's telephone

account.

Cleaning

Use a slightly moistened cloth or an anti-static cloth to clean TalkSwitch. Do

not use any solvents. Never use a dry cloth; electrostatic charges could

damage the electronics in the system. Ensure, however, that no moisture

penetrates into TalkSwitch, which can result in damage.

TALKSWITCH USER GUIDE XVII

FINDING THE INFORMATION YOU NEED

The following user guide functionality helps you find the information you

need quickly and enables you to skip the information you don’t need. This

will make your experience with this user guide and your TalkSwitch system

installation and configuration much more efficient.

Using the table of contents and the index

The table of contents at the front of this user guide contains all of the

section headings and page numbers throughout the manual. The index at the

back of the user guide contains a keyword reference with page numbers. If

you are using this guide online in PDF format, the headings and keywords

will contain hyperlinks, allowing you to quickly navigate to the sections you

need.

Navigating with cross-references

Cross-references are contained throughout the user guide in order to help

you access related information and illustrations quickly. As with the

headings and keywords located in the table of contents and index, these

cross-references contain hyperlinks, allowing you to quickly navigate to the

sections you need.

Where to go for further information

The guides listed below and other guides can be found on the TalkSwitch

software CD, in the TalkSwitch folder in the Windows Start menu once the

software has been installed, and in the support section of our website at

www.talkswitch.com/support.

• For basic installation and configuration instructions, refer to the Start

Guide that ships with every TalkSwitch unit.

• For information on setting up a TalkSwitch system to use VoIP, refer to

the VoIP Configuration Guide.

GUIDE CONVENTIONS

The TalkSwitch User Guide uses the following text elements and icons as

visual aids, making the manual more accessible.

XVIII PREFACE

Text elements

Italic Italicized text highlights labels within windows,

references within the document, and references to

Talkswitch CT.TS005.003902 User manual

Talkswitch CT.TS005.003902 User manual

Related papers

Other documents