Troubleshooting | Talkswitch 48-CA/CVA, 24-CA specs

C H A P T E R 6

TRO U B L E S H O O T I N G A N D S U P P O R T

6.1 TROUBLESHOOTING

Solutions to the following problems are described in this chapter:

•Problems that may occur during configuration

•Problems that may occur while using the TalkSwitch features

Some problems might be due to physical connections such as loose cables. Before you start to analyze possible configuration issues. See 1.13 Verifying the connections on page 28.

6.1.1 Problems that may occur during configuration

I am not able to retrieve settings from TalkSwitch.

•Reboot TalkSwitch.

On the TalkSwitch front panel, turn the power button off and back on.

•If you are connected via Serial port, open the configuration software. This will often correct any miscommunication that may have occurred between TalkSwitch and your PC.

•Make sure you do not have any communications programs running at the same time you are using the TalkSwitch configuration software. These can include Palm Pilot, Hot Sync, TalkWorks, digital camera software or others. These programs tend to occupy COM ports, making them unavailable for other programs.

I am unable to configure TalkSwitch using a touchtone phone.

1.You cannot configure TalkSwitch using a phone sharing the same line in parallel. You have to configure TalkSwitch using one of the extensions plugged into the back panel of TalkSwitch.

T R O U B L E S H O O T I N G A N D S U P P O R T

1 8 1

Image 193

Talkswitch 48-CA/CVA, 24-CA manual Troubleshooting, Problems that may occur during configuration

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 Unit Front Panel Configuration Software System RequirementsLight 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 File Update Firmware Initial ConfigurationUpdating 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 an IP phone Connecting regular multi-line phonesAttach an internal or an external modem Option 1 Dedicated Fax Line Connecting fax machinesOption 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 How unit IDs affect system extension numbers Setting or changing the unit IDKeys 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 Diagnostics for the lights flashing on the unit front panel Upgrading Talkswitch UnitsWhat 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 change the password To enter a new 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 Automatic fax detection with the auto attendant Dedicated fax lineSelect System Information -Fax Information Fax information System Information Telephone Lines Select System Information -Telephone Lines Distinctive ring fax detection Click Fax Information Automatic fax detectionSelect 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 Remote extensions Hunt Group Access... buttonSelect 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 External audio source On-Hold/RingbackForwarding 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 Dialed notification Voicemail notificationRemote Phone Dialed Notification Notification Settings button Dial notification phone number using Configure Notification Options buttonIf attempt unsuccessful, try again Mail notification Message waiting lightClick 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 Modes Call HandlingSelect 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 Select Call Handling -Telephone Lines Configure incoming calls during mode 1, 2 and holiday modeSelect Business Hours Go to voice mailbox Adjust Sequence... button Play auto attendant or Go to voice mailbox VoIP Numbers Local extensions Call CascadeSelect 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 Permissions OptionsTo add permissions for users Select Options Permissions Select the user and click Modify Line Controls Audio 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 Ringback Control Line CPC/Disconnect ClearFax 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 Place out-of-office calls from a local extension Receiving calls at 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 Queuing and retrieving callers Using call park with the paging optionQueuing calls to a single extension Queuing callers to an extension ring group Using call waiting Conference calling Two local TalkSwitch extensions and one outside callerTwo 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 Parking a caller Call park Parking and retrieving callersRetrieving a parked call Conference calling with TalkSwitch Using the TalkSwitch call waiting featureTwo 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 Screening options for forwarded calls Transferring calls from a remote extensionForwarding calls with screening Making calls Calls over VoIP with IP phones and Gateways Activating voicemail boxes Using the Voicemail SystemReceiving calls Press Transfer or xfer Retrieving messages and accessing a voice mailbox Press 2 to change greeting options Press 1 to listen to messages Press 3 to change personal options Recording an announcement on a regular or an IP phonePress 4 to record your name for the dial-by-name directory Pager and cell phone notification Music on HoldMusic on hold and call forwarding to remote extensions Manual mode switching Mode Switching OptionsAutomatic 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 File Save to TalkSwitch Web interface Store to File on 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 Broadband connection Optimizing Your IP Network for VoipRouter/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 TalkSwitch Profile Configure 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 Codec Options button Maximum number of VoIP lines for outgoing callsView 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 Does a VoIP call sound like a regular phone call? How does VoIP work?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 Answering and fax machines Other possible local extension problems’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 Extension numbers Unit About functions and commandsOther 3-digit numbers Flash/Hold There are 10 parking spots for the entire system Flash/Hold at 500-509 510For 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 Call Hold and Flash When would you use double-flash?What does single and double-flash do? Page Calling features TalkSwitch settings and configurationsMode 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 a reseller If purchased from TalkSwitchCanadian 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 Dual-line wiring Single-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