Talkswitch 48-CA/CVA, 24-CA 4.3 ANALYZING THE DATA

152 TALKSWITCH USER GUIDE • NORTH AMERICA

4.3 ANALYZING THE DATA

The data can be viewed either through the web interface or downloaded into

a spreadsheet (e.g. Excel) as a delimited text file. The log is divided into 13

columns identified by numbers:

Each column contains specific information related to the current state of the

call. The following is a list of the columns with a description:

1. Type — This column can contain the following characters:

a) I — Inbound call

b) T — Transfer state

c) O — Outbound call

d) B — Bridged call. For example, a call in on one line that is forwarded

over another line. This can include calls forwarded to remote

extensions.

e) X — Blocked call

f) A — Account number assigned to the call with the same log #.

2. Log # — This column indicates log number for the call. For the duration

of the call, the log number remains the same. The event number will

increment with each change of state. The first digit of the log number

indicates on which unit the event originated.

3. Event — This column tracks various state changes of the call. For

example, when an auto attendant answers, the counter might be 1. When

the caller selects an extension, the counter increments to 2, etc.

4. Date — This column shows the date of the call (MM/DD/YYYY).

5. Time — This column contains the time that the call entered a specific

state. The time is displayed in 24-hour format.

We recommend that you clear the text file immediately after it is

downloaded. Restart saving data to a new file. This allows easier viewing

and analyzing of the captured information.

1. Call Type

2. Log Number

3. Event Counter

4. Date

5. Time

6. Event Duration

7. Connection

8. Phone Number

9. Name from

Caller ID

10. Line

11. Account Number

12. Carrier Code

13. PIN Number

Contents

Main Copyright Information TABLE OF CONTENTS Page Page Page Page Page PREFACE WHATS IN THIS GUIDE? What you should know Single unit installation Networked units installation VoIP installation Connecting devices FINDING THE INFORMATION YOU NEED Using the table of contents and the index Navigating with cross-references Where to go for further information GUIDE CONVENTIONS CHAPTER 1 TALKSWITCH INSTALLATION 1.1 TALKSWITCH PACKAGE CONTENTS 1.2 CONFIGURATION SOFTWARE SYSTEM REQUIREMENTS 1.3 UNIT FRONT PANEL 1.4 UNIT BACK PANEL Page 1.5 INSTALLING THE CONFIGURATION SOFTWARE 1.5.1 Installing the software for the first time 1.5.2 Upgrading the TalkSwitch software and firmware Page Page 1.6 INITIAL CONFIGURATION 1.7 CONNECT TALKSWITCH TO A NETWORK OR A PC 1.7.1 Ethernet connection 1.7.2 USB Connection 1.7.3 Serial connection 1.7.4 Internet connection Page 1.7.5 File connection 1.8 CONNECTING DEVICES 1.8.1 Connecting incoming telephone lines 1.8.2 Connecting local extension telephones and other devices 1.8.2.1 Connecting a regular single-line telephone 1.8.2.2 Connecting a regular dual-line telephone 1.8.2.3 Connecting regular multi-line phones 1.8.2.4 Connecting an IP phone 1.8.2.5 Attach an internal or an external modem 1.8.2.6 Connecting fax machines Page 1.8.3 Connecting devices to the music jack 1.8.4 Connecting to the PA (public address) jack 1.9 NETWORKING TALKSWITCH UNITS ON A LAN 1.9.1 Connecting TalkSwitch units to a LAN 1.9.1.1 Ethernet switch 1.9.2 Power up all the TalkSwitch units 1.9.3 Setting or changing the unit ID 1.9.4 How unit IDs affect system extension numbers 1.9.5 Keep track of the lines and extensions 1.9.6 Optimizing the system for networked use 1.10 INSTALLING A MEMORY CARD 1.11 UPGRADING TALKSWITCH UNITS 1.12 WHAT THE FLASHING LIGHTS MEAN 1.13 VERIFYING THE CONNECTIONS TALKSWITCH CONFIGURATION 2.1.1.1 File Menu 2.1.1.2 View Menu 2.1.1.3 Tools Menu 2.1.1.4 Help Menu 2.1.1.5 Configuration navigation 2.1.2 Special considerations when connecting multiple units to a LAN Page 2.2 SYSTEM INFORMATION 2.2.1 Administration Page 2.2.2 IP Configuration Page Page 2.2.3 Telephone Lines Page Page 2.2.5 Automatic Route Selection and Toll Restriction Page Page Page Page 2.2.6 Fax information 2.2.6.1 Dedicated fax line Page 2.2.6.2 Distinctive ring fax detection 2.2.6.3 Automatic fax detection 2.2.7 Local extensions Page Page * * 2.2.8 Remote extensions Page * * * 2.2.9 Extension ring groups Page 2.2.10 On-Hold/Ringback 2.2.10.1 External audio source Page 2.2.10.2 Internal audio file Page 2.3 VOICEMAIL 2.3.1 Mailbox options 2.3.2 Voicemail notification 2.3.2.1 Dialed notification Page Page 2.3.2.2 Message waiting light 2.3.2.3 E-mail notification Page Page 2.3.3 Global Settings Page 2.3.3.1 Voicemail manager Page 2.4 CALL HANDLING 2.4.1 Modes Page 2.4.2 Auto attendant 2.4.2.1 Adding/configuring an auto attendant Page 2.4.2.2 Record, play or erase auto attendant messages Page 2.4.2.3 Select routing options for each auto attendant 2.4.2.4 Automatic fax detection 2.4.2.5 No selection was made at the auto attendant 2.4.2.6 Additional features at the auto attendant 2.4.3 Telephone Lines Page 2.4.4 VoIP Numbers 2.4.5 Call Cascade 2.4.5.1 Local extensions Page Page 2.4.5.2 Remote extensions Page 2.4.5.3 Extension ring groups call cascade Page Page 2.5 CALL BACK/CALL BRIDGE 2.5.1 Auto call back Page * # * 2.5.2 Prompted call back 2.5.3 Call bridge Page 2.6 OPTIONS 2.6.1 Permissions Page 2.6.2 Audio Controls 2.6.3 Transfer Options Page 2.6.4 Miscellaneous Page 2.6.5 Troubleshooting Page 2.6.5.1 Troubleshooting Advanced Page Page CHAPTER 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 3.1.2 Receiving calls without the auto attendant 3.2 IN THE OFFICE MAKING AND RECEIVING CALLS USING AN ANALOG PHONE 3.2.1 Making calls from a local extension without direct line access 3.2.2 Receiving calls at a local extension 3.2.3 Placing calls on hold at a local extension 3.2.4 Transferring calls from an extension 3.2.4.1 Unscreened transfer 3.2.4.2 Screened transfer 3.2.5 Transferring calls from a local extension to an external phone 3.2.6 Parking and retrieving calls at a local extension 3.2.6.1 Parking a call 3.2.6.2 Retrieving a parked call at another local extension 3.2.6.3 Using call park with the paging option 3.2.7 Queuing and retrieving callers 3.2.7.1 Queuing calls to a single extension 3.2.7.2 Queuing callers to an extension ring group 3.2.8 Using call waiting 3.2.9 Conference calling 3.2.9.1 Two local TalkSwitch extensions and one outside caller 3.2.9.2 Two outside callers and one local extension 3.3 IN THE OFFICE MAKING AND RECEIVING CALLS USING AN IP PHONE 3.3.1 Making calls from a local IP extension (IP phone) 3.3.2 Receiving calls at a local IP extension 3.3.3 Hold and transfer 3.3.3.1 Hold 3.3.3.2 Unscreened transfer 3.3.3.3 Screened transfer 3.3.3.4 Transfer from a IP extension to any outside number 3.3.4 Call park Parking and retrieving callers 3.3.4.1 Parking a caller 3.3.4.2 Retrieving a parked call 3.3.4.3 Using call park with the paging option * * * * * * * 3.3.6 Using the TalkSwitch call waiting feature 3.3.7.2 Two outside callers and one local extension 3.4 MAKING AND RECEIVING CALLS USING VOIP 3.5 USING REGULAR OR IP PHONES CONNECTED IN PARALLEL TO TALKSWITCH 3.6 MODEMS AND TELEPHONE LINE ACCESS *#* * 3.7 OUT OF THE OFFICE RECEIVING CALLS WITH CALL FORWARDING (ANALOG AND IP) 3.7.1 Three ways to forward calls 3.7.2 Transferring calls from a remote extension 3.7.3 Screening options for forwarded calls * * * * 3.7.4 Calls over VoIP with IP phones and Gateways 3.8 USING THE VOICEMAIL SYSTEM 3.8.1 Activating voicemail boxes 3.8.2 Retrieving messages and accessing a voice mailbox * * #* * 3.8.3 Recording an announcement on a regular or an IP phone 3.8.4 Pager and cell phone notification 3.9 MUSIC ON HOLD 3.10 MODE SWITCHING OPTIONS 3.11 OUT OF THE OFFICE MAKING CALLS WITH CALL BACK AND CALL BRIDGE 3.11.1 Using call bridge 3.11.2 Using call back Page CHAPTER 4 CALL DETAIL RECORD (CDR) LOGGING 4.1 ENABLING CALL DETAIL RECORD (CDR) LOGGING 4.2 RETRIEVING DATA 4.2.1 Web interface Store to File on TalkSwitch Page 4.2.2 Serial interface Real-time to Serial Port Page 4.3 ANALYZING THE DATA * * * * * Page CHAPTER 5 VOIP INFORMATION 5.1 INTRODUCTION TO VOIP 5.2 OPTIMIZING YOUR IP NETWORK FOR VOIP 5.2.1 The broadband connection 5.2.2 The router/NAT/firewall 5.2.3 Connecting to a LAN and IP network 5.2.3.1 Confirm sufficient network capacity for VoIP 5.2.3.2 Confirm router/firewall path for voice data 5.3 SETTING UP A VOIP NETWORK 5.3.1 Connect TalkSwitch or SIP-compatible gateways 5.3.2 Select which TalkSwitch to use as the SIP network server 5.3.2.1 Which location and unit should be the SIP server? 5.3.3 Assign phone numbers to each VoIP location 5.4 VOIP CONFIGURATION 5.4.1 Configure TalkSwitch IP addresses 5.4.1.1 Set the TalkSwitch local IP address 5.4.1.2 Set the TalkSwitch public IP address Page Page Page Page 5.4.2.2 Service Provider profile Page 5.4.3 VoIP Numbers 5.4.3.1 Assign VoIP phone numbers 5.4.3.2 Configure call handling for VoIP numbers 5.4.3.3 Assign service provider phone numbers 5.5 FAQ Page Page Page Page Page 5.6 VOIP NETWORK ADMINISTRATION FORM CHAPTER 6 TROUBLESHOOTING AND SUPPORT 6.1 TROUBLESHOOTING 6.1.1 Problems that may occur during configuration 6.1.2 Problems that may occur while using the TalkSwitch features 6.1.2.1 The auto attendant 6.1.2.2 Music on hold 6.1.2.3 Call routing with local extensions and home phones 6.1.2.4 Answering and fax machines 6.1.2.5 Other possible local extension problems 6.1.2.6 Multiple TalkSwitch units connected to the same LAN Page 6.2 SUPPORT Page APPENDIX A FUNCTIONS AND COMMANDS * * ** Page Page APPENDIX B TALKSWITCH AND TELEPHONE COMPANY CALLING SERVICES Page Page Page APPENDIX C TALKSWITCH AND POWER INTERRUPTIONS Page APPENDIX D SAFETY AND REGULATORY INFORMATION Page Page Page APPENDIX E TALKSWITCH ONE-YEAR WARRANTY AND RETURN POLICY Page Page Page APPENDIX F SPECIFICATIONS Regulatory Approvals Analog extension interface Analog trunks Dimensions (H x W x L) Weight 24-CA 48-CA 48-CVA COPYRIGHT AND LICENSING NOTICES Page Page Page APPENDIX H HOME/OFFICE WIRING GUIDE Page D 216 TALKSWITCH USER GUIDE NORTH AMERICA Connecting to phone lines Using one phone line wall jack to single-line phone cord 2 pins Using two phone lines single-line phone cords 2 pins Page Page APPENDIX H 219 DE Connecting to TalkSwitch rear panel Connec ting t o T alkSw itch LEGEND: Page GLOSSARY Page Page Page Page Page Page Page INDEX A C D E F H I L M N R T