I N G Ta L K S W I T Ch | Talkswitch 48-CA/CVA, 24-CA guide

C H A P T E R 3

U S I N G TA L K S W I T CH

3.1IN 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, the auto attendant helps you handle all your inbound calls. Once an auto attendant has been configured and recorded, it will follow the instructions given in the configuration. For details on adding and configuring auto attendants, see 2.4.2 Auto attendant on page 80 and its subsections.

When calls are answered by an auto attendant, callers can:

•Dial any local or remote extension

•Dial any VoIP number (250–299)

•Dial any ring group (300–309)

•Dial voicemail directly

•Use a dial-by-name directory

•Choose options 0, 1, 2, 3, 4, 5 (if configured to perform specific actions)

•Transmit a fax

•Go to a different auto attendant

•Remain on the line to follow an action programmed for that auto attendant

TalkSwitch owners and employees can access other options at the auto attendant:

•Call back or call bridge

•Retrieve voicemail

•Enter command mode to make system changes

U S I N G T A L K S W I T C H

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Talkswitch 48-CA/CVA, 24-CA manual I N G Ta L K S W I T Ch, Receiving calls using the auto attendant

Contents

Release Copyright Information TA B L E O F CO N T E N T S Talkswitch Configuration Using Talkswitch Receiving calls without the auto attendant Call Detail Record CDR Logging Troubleshooting and Support What you should know WHAT’S in this GUIDE? Networked units installation Single unit installationVoIP installation Connecting devices Finding the Information YOU Need Where to go for further information Text elements Guide Conventions Talkswitch Package Contents TA L K S W I T CH Installation Configuration Software System Requirements Unit Front PanelLight State Description Unit Back Panel TalkSwitch 24-CA Information, see 1.8.4 Connecting to the PA public Connecting devices to the music jack onConnection on page 9, 1.9 Networking TalkSwitch units on Information, see 1.8.2 Connecting local extension Installing the software for the first time Installing the Configuration SoftwareUpgrading the TalkSwitch software and firmware Installing a memory card on Check current version About TalkSwitch software version Download new software and firmware Click View System Information Initial Configuration File Update FirmwareUpdating the firmware Ethernet connection Connect Talkswitch to a Network or a PC Ethernet connection USB Connection USB connection Serial connection Serial connection Internet connection Internet connection Click Connect File connection Restore Firmware button Connecting DevicesThings to consider when placing your TalkSwitch Wiring Connecting local extension telephones and other devices Connecting incoming telephone lines Connecting a regular dual-line telephone Connecting a regular single-line telephone Connecting regular multi-line phones Connecting an IP phoneAttach an internal or an external modem Connecting fax machines Option 1 Dedicated Fax LineOption 2 Distinctive Ring Option 3 Automatic fax detection via the auto attendant Here’s how the TalkSwitch handles incoming calls Connecting devices to the music jack Networking Talkswitch Units on a LANConnecting to the PA public address jack Connecting TalkSwitch units to a LAN Power up all the TalkSwitch units Ethernet switch Setting or changing the unit ID How unit IDs affect system extension numbersKeys Result Unit ID Keep track of the lines and extensions Optimizing the system for networked use Configuration settingsOutgoing line hunt groups Auto attendants Memory card Installing a Memory Card Upgrading Talkswitch Units Diagnostics for the lights flashing on the unit front panelWhat the Flashing Lights Mean Verifying the Connections Configuration screen System Configuration Exit Closes the configuration software TalkSwitchSettings File Menu Tools Menu InstalledHelp Menu Usage About Configuration navigationSystem Information Configuration navigation See 2.4.2 Auto Feature DescriptionSee 2.2.10 On-Hold See 2.5 Call Back/Call Click the next to System Information Administration AdministrationSystem Information Call Detail Record CDR Logging on To enter a new password To change the passwordTo delete a password Click the next to System Information -IP Configuration IP Configuration Automatic IP configuration Current public WAN IP address Public WAN IP Address Public WAN IP address-checker server name Telephone LinesFully Qualified Domain Name Click System Information Telephone Lines Way Calling/Conference Phone numbers section Calibrate Lines button Line hunt groups Select System Information -Line Hunt Groups Hunt group configuration What is Toll Restriction? What is Automatic Route Selection ARS?Automatic Route Selection and Toll Restriction Planning Automatic Route Selection and Toll Restriction ARS leading digits Information Auto Route Selection Examples of leading digits Direct Line Access Set local extension hunt group access Password Protection Emergency Service Numbers sectionInformation Administration Telephone Line 3-Way Calling Services Fax information Restrict access to premium servicesDedicated fax line Distinctive Ring fax detection Dedicated fax line Automatic fax detection with the auto attendantSelect System Information -Fax Information Fax information System Information Telephone Lines Select System Information -Telephone Lines Distinctive ring fax detection Automatic fax detection Click Fax InformationSelect Call Handling -Auto Attendant Fax routing Local extensions Select System Information -Local Extensions Configuring a local extension for use with a IP phoneAdditional fields Caller ID Information section Last name/First name Phone Type For VoIP calls, use this number Direct Line Access... button Supported by TalkSwitch Hunt Group Access... button Remote extensionsSelect System Information -Remote Extensions Remote extensions Use Same Line Connect Transferring calls from a remote extension Forwarding calls to a remote extension Setting up extension ring groups Ring groups featuresExtension ring groups Select System Information -Extension Ring Groups Identify types of calls by different ring patterns Different uses for extension ring groups On-Hold/Ringback External audio sourceForwarding calls to a ring group Music port Select System Information On-Hold/Ringback Internal audio file On-Hold Settings Transfer Settings Set the volume for Music on Hold Mailbox options Voicemail Voicemail notification Dialed notificationRemote Phone Dialed Notification Notification Settings button Configure Notification Options button Dial notification phone number usingIf attempt unsuccessful, try again Message waiting light Mail notificationClick on the Message Waiting Light tab Mail notification tab Click on the E-mail Notification tab Example of an e-mail notification To add an e-mail addressTo modify an e-mail address To remove an e-mail address Select Voicemail Global Settings Global Settings More e-mail settings Voicemail manager Global Message Waiting Indicator Mailbox data Reset Mailboxes button Call Handling ModesSelect Call Handling Modes Click Settings To set holiday mode Auto attendant Adding/configuring an auto attendant Configuring auto attendant Record Instructions button Record, play or erase auto attendant messages Erase Instructions button Load Auto Attendant button View Auto Attendant Time Usage Select routing options for each auto attendantTools Memory Usage Auto Attendant If the caller selects 0 then If a fax call is detected then English, 2 for Spanish. In this example, you No selection was made at the auto attendant Additional features at the auto attendantIf 6 is dialed If 7 is dialed Configure incoming calls during mode 1, 2 and holiday mode Select Call Handling -Telephone LinesSelect Business Hours Go to voice mailbox Adjust Sequence... button Play auto attendant or Go to voice mailbox VoIP Numbers Call Cascade Local extensionsSelect Call Handling Local Extensions Busy tab Busy No Answer Answered Do Not Disturb Answered tab No Answer tab Remote extension call cascade Remote extensions L K S W I T C H US E R G U I D E N O R T H a M E R I C a Extension ring group call cascade Extension ring groups call cascade Hang up Go to VoIP location Go to auto attendant Queue at ring group If my extension is busy Call cascade examplesIf I am away from my desk Screening calls from a remote extension If I don’t want to be disturbed only local extensions Call BACK/CALL BridgeTwo call back methods How it works Select Call Back/Call Bridge Auto Call Back Auto call back Use Announced Message Configuring auto call back Select Call Back/Call Bridge Prompted Call Back Prompted call back Call bridge Accessing and using prompted call back from a telephone Activating call bridge Options PermissionsTo add permissions for users Select Options Permissions Select the user and click Modify Audio Controls Line ControlsExtension Controls Transferring from a home phone Transfer Options Remote transfer Transfer and clear Caller in queue reminder MiscellaneousCall Back ring return If being used with another PBX PBX extension length Setting up TalkSwitch behind an existing PBX Other options include TroubleshootingAuto Attendant Transfer Prompts SIP Server Registration Transmitted Flash length Auto Attendant AdjustmentsDouble Flash time Way Calling wait time Auto Route Selection Troubleshooting AdvancedDtmf Detection Minimum required time to detect a Dtmf digit Line CPC/Disconnect Clear Ringback ControlFax Detection Starting RTP Port VoIP Ports IP Signalling Port I N G TA L K S W I T CH Receiving calls using the auto attendant Receiving calls without the auto attendant Office Making and Receiving Calls Using AN Analog Phone Receiving calls at a local extension Place out-of-office calls from a local extensionRestrictions Transferring calls from an extension Placing calls on hold at a local extensionUnscreened transfer Place calls on hold Unscreened Transfer Screened transfer Parking a call Parking and retrieving calls at a local extensionRetrieving a parked call at another local extension Screened Transfer Using call park with the paging option Queuing and retrieving callersQueuing calls to a single extension Queuing callers to an extension ring group Using call waiting Two local TalkSwitch extensions and one outside caller Conference callingTwo outside callers and one local extension Making calls from a local IP extension IP phone Office Making and Receiving Calls Using AN IP Phone Receiving calls at a local IP extension Hold Hold and transfer Transfer from a IP extension to any outside number Call park Parking and retrieving callers Parking a callerRetrieving a parked call Using the TalkSwitch call waiting feature Conference calling with TalkSwitchTwo TalkSwitch local extensions and one outside caller Making and Receiving Calls Using Voip Transferring calls on parallel-connected phones Modems and Telephone Line Access Automatic call forwarding Three ways to forward callsManual call forwarding Conditional call forwarding Transferring calls from a remote extension Screening options for forwarded callsForwarding calls with screening Making calls Calls over VoIP with IP phones and Gateways Using the Voicemail System Activating voicemail boxesReceiving calls Press Transfer or xfer Retrieving messages and accessing a voice mailbox Press 2 to change greeting options Press 1 to listen to messages Recording an announcement on a regular or an IP phone Press 3 to change personal optionsPress 4 to record your name for the dial-by-name directory Music on Hold Pager and cell phone notificationMusic on hold and call forwarding to remote extensions Mode Switching Options Manual mode switchingAutomatic mode switching using the time scheduler Bridge session, press # # before hanging up Using call bridge Activate call back Using call back Accepting the call back Enabling Call Detail Record CDR Logging CA L L D E T a I L RE CO RD C D R LO G G I N G Web interface Store to File on TalkSwitch File Save to TalkSwitchRetrieving Data Log in window CDR web interface Serial interface Real-time to Serial Port Click on Transfer Capture Text Connecting Analyzing the Data IP phone press * * , then dial * 88 + Account Number Example Introduction to Voip VO I P I N F O R M a T I O N Optimizing Your IP Network for Voip Broadband connectionRouter/NAT/firewall Confirm sufficient network capacity for VoIP Connecting to a LAN and IP network UDP Confirm router/firewall path for voice data Connect TalkSwitch or SIP-compatible gateways Setting UP a Voip NetworkPrioritize your voice traffic Ddns Support Which location and unit should be the SIP server? Select which TalkSwitch to use as the SIP network server Assign phone numbers to each VoIP location Configure TalkSwitch IP addresses Voip ConfigurationSet the TalkSwitch local IP address TalkSwitch System Configuration window, select Local IP configuration Set the TalkSwitch public IP address Configure TalkSwitch Profile TalkSwitch ProfileSelect System Information VoIP Configuration Registrar Server Name Proxy Server Name Password User Name and Password section User/AccountVoIP lines available for use with the TalkSwitch network Outbound Proxy Maximum number of VoIP lines for outgoing calls Codec Options buttonView Registrar Entries button View Registration Status button Service Provider profile Service Provider profile Service Provider Name VoIP Lines System Information VoIP Numbers Assign VoIP phone numbers Call Handling VoIP Numbers Configure call handling for VoIP numbers System Information -VoIP Numbers Assign service provider phone numbers How does VoIP work? Does a VoIP call sound like a regular phone call?High-speed connections on both ends of the call Choose the right codec for your location What is SIP?Can a firewall prevent VoIP calls from passing through? Format Type Unit Can a VPN help to carry data securely over the Internet? What is a VPN? What is a IP Proxy and Registrar? What is NAT and how does it affect VoIP? How often will my public IP address change? What is a port number? Voip Network Administration Form Problems that may occur during configuration TroubleshootingAm not able to retrieve settings from TalkSwitch Am unable to configure TalkSwitch using a touchtone phone Auto attendant does not play when calls come Problems that may occur while using the TalkSwitch featuresAuto attendant Auto attendant message is broken up or very faint Music on hold Callers hear only silence when put on hold at an extensionCall routing with local extensions and home phones Auto attendant is transferring calls to the wrong extension Other possible local extension problems Answering and fax machines’m unable to place intercom calls from a local extension Multiple TalkSwitch units connected to the same LAN Calls are not always reaching my voicemail Calls across the LAN are lower in volume Callers complain the sound is distorted or choppy Support L K S W I T C H US E R G U I D E N O R T H a M E RI CA About functions and commands Extension numbers UnitOther 3-digit numbers Flash/Hold There are 10 parking spots for the entire system Flash/Hold at 510 500-509For last call Keys Function performed Functions you can access from outside phones300-309 3, 4 P E N D I X B L K S W I T C H U S E R G U I D E N O R T H a M E R I C a When would you use double-flash? Call Hold and FlashWhat does single and double-flash do? Page TalkSwitch settings and configurations Calling featuresMode scheduling and power interruptions Page F E T Y a N D RE G U L a T O R Y I N F O R M a T I O N Safety precautions FCC Part Important Notices FCC and IC Warnings Acta TIA/EIA/IS-968A, FCC Part 68 and IC CS-03 Service P E N D I X E DOC Compliance Warranty Service If purchased from TalkSwitch If purchased from a resellerCanadian Goods Being Returned to Canada Page System 24-CA 48-CA 48-CVA Specification S Weight 24-CA 48-CA Dimensions H x W x LAnalog extension interface Analog trunks CO P Y R I G H T a N D L I CE N S I N G N O T I CE S L K S W I T C H U S E R G U I D E N O R T H a M E R I C a P E N D I X G Page M E / O F F I CE W I R I N G G U I D E Basic residential phone wiring Looped wiring Single-line wiring Dual-line wiringDemarcation Point Disadvantages Connecting to TalkSwitch rear panel Using a dual-line phone jack Re-wiring demarcation point Adding extension block From demarcation point Connecting to TalkSwitch L K S W I T C H U S E R G U I D E N O R T H a M E R I C a # Number/pound sign Star/asterisk signWay calling/conference call Call back Centrex/Plexar ConnectorCOM port Communications software Driver Distinctive ringDual-line telephone Extension Icon Keypad commandsIntercom Interface Link button Line 1, 2, 3, orLocal extension Modem Registered jacks PromptRemote extension RJ-11 Serial port SIP serverTerminal adapter UPnPPage D E L K S W I T C H U S E R G U I D E N O R T H a M E R I C a D E