Calls over VoIP with IP phones and Gateways | Talkswitch 48-CA/CVA

forward, you have a call from...” and plays the recording of the caller’s name. To accept the forwarded call, press # on your telephone keypad, re-route the call to its call screening call cascade options by pressing * .

When either screening option is used, music on hold is enabled and you are not using the 3-way calling feature (Same Line Connect) to forward calls, the caller hears music while TalkSwitch is waiting for the remote extension to accept the call.

If a forwarded call is not answered or the line is busy, TalkSwitch performs the following, based on how the call was originally forwarded:

•If the call was automatically forwarded, it follows the remote extension’s No Answer or Busy call cascade action.

•If the call was manually forwarded, it follows the remote extension’s No Answer or Busy call cascade action. This action can be changed to ring the extension back to the person who performed the transfer.

•If the call was conditionally forwarded, it follows the call cascade action in the No Answer or Busy for the original extension selected.

3.7.4 Calls over VoIP with IP phones and Gateways

If teleworkers are connected to the system via a certified compatible IP device (i.e. gateway or IP phone), there are several ways for them to interact with TalkSwitch.

Making calls

Once the phone or gateway is registered with the TalkSwitch IP server, calls can be made as follows:

1.At dial tone, dial a phone number associated to any of the other locations.

2.At dial tone, dial a phone number associated to one of the VoIP numbers on TalkSwitch. Ensure that an auto attendant is programmed to answer this line. Once the auto attendant has answered, dial an extension, VoIP location or voice mailbox. To place calls through the regular phone lines, you must activate and configure a call bridge account (see 2.5 Call Back/ Call Bridge on page 98). To access regular phone lines dial 9 and enter the password for call bridge.

Currently, TalkSwitch does not place calls on hold or transfer calls when you call other locations, since the call does not actually go through TalkSwitch.

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 Calls over VoIP with IP phones and Gateways, Making calls

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 Light State Description Configuration Software System RequirementsUnit Front Panel 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 Updating the firmware Initial ConfigurationFile Update 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 Attach an internal or an external modem Connecting regular multi-line phonesConnecting an IP phone Option 2 Distinctive Ring Connecting fax machinesOption 1 Dedicated Fax Line 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 Keys Result Setting or changing the unit IDHow unit IDs affect system extension numbers 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 What the Flashing Lights Mean Upgrading Talkswitch UnitsDiagnostics for the lights flashing on the unit front panel 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 delete a password To enter a new passwordTo change the 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 Select System Information -Fax Information Dedicated fax lineAutomatic fax detection with the auto attendant Fax information System Information Telephone Lines Select System Information -Telephone Lines Distinctive ring fax detection Select Call Handling -Auto Attendant Automatic fax detectionClick Fax Information 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 Select System Information -Remote Extensions Hunt Group Access... buttonRemote 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 Forwarding calls to a ring group On-Hold/RingbackExternal audio source 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 Remote Phone Voicemail notificationDialed notification Dialed Notification Notification Settings button If attempt unsuccessful, try again Configure Notification Options buttonDial notification phone number using Click on the Message Waiting Light tab Message waiting lightMail notification 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 Select Call Handling Modes Call HandlingModes 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 Select Business Hours Configure incoming calls during mode 1, 2 and holiday modeSelect Call Handling -Telephone Lines Go to voice mailbox Adjust Sequence... button Play auto attendant or Go to voice mailbox VoIP Numbers Select Call Handling Local Extensions Call CascadeLocal 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 To add permissions for users Select Options Permissions OptionsPermissions Select the user and click Modify Extension Controls Audio ControlsLine 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 Fax Detection Line CPC/Disconnect ClearRingback Control 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 Restrictions Receiving calls at a local extensionPlace out-of-office calls from a local extension 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 Queuing calls to a single extension Using call park with the paging optionQueuing and retrieving callers Queuing callers to an extension ring group Using call waiting Two outside callers and one local extension Two local TalkSwitch extensions and one outside callerConference calling 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 Retrieving a parked call Call park Parking and retrieving callersParking a caller Two TalkSwitch local extensions and one outside caller Using the TalkSwitch call waiting featureConference calling with TalkSwitch 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 Forwarding calls with screening Transferring calls from a remote extensionScreening options for forwarded calls Making calls Calls over VoIP with IP phones and Gateways Receiving calls Using the Voicemail SystemActivating voicemail boxes Press Transfer or xfer Retrieving messages and accessing a voice mailbox Press 2 to change greeting options Press 1 to listen to messages Press 4 to record your name for the dial-by-name directory Recording an announcement on a regular or an IP phonePress 3 to change personal options Music on hold and call forwarding to remote extensions Music on HoldPager and cell phone notification Automatic mode switching using the time scheduler Mode Switching OptionsManual mode switching 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 Retrieving Data Web interface Store to File on TalkSwitchFile Save to TalkSwitch 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 Router/NAT/firewall Optimizing Your IP Network for VoipBroadband connection 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 Select System Information VoIP Configuration Configure TalkSwitch ProfileTalkSwitch Profile Registrar Server Name Proxy Server Name Password User Name and Password section User/AccountVoIP lines available for use with the TalkSwitch network Outbound Proxy View Registrar Entries button Maximum number of VoIP lines for outgoing callsCodec Options 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 High-speed connections on both ends of the call How does VoIP work?Does a VoIP call sound like a regular phone 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 ’m unable to place intercom calls from a local extension Other possible local extension problemsAnswering and fax machines 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 Other 3-digit numbers About functions and commandsExtension numbers Unit Flash/Hold There are 10 parking spots for the entire system Flash/Hold at For last call 510500-509 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 What does single and double-flash do? When would you use double-flash?Call Hold and Flash Page Mode scheduling and power interruptions TalkSwitch settings and configurationsCalling features 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 Canadian Goods Being Returned to Canada If purchased from TalkSwitchIf purchased from a reseller 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 Demarcation Point Single-line wiringDual-line wiring 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