Talkswitch 48-CA/CVA, 24-CA Music on hold, Call routing with local extensions and home phones

The auto attendant is transferring calls to the wrong extension.

•Check if the extension jacks of your devices (phones, faxes) are plugged into the corresponding jacks on the TalkSwitch back panel (i.e. extension 111 is plugged into E1).

The auto attendant answers calls, but does not transfer them to the extensions.

•Make sure your extensions are plugged into the extension jacks on the back panel of TalkSwitch (instead of your telephone wall jacks).

•Open the configuration software.

Select Call Handling -> Auto Attendant.

In the At the Auto Attendant, perform the following actions section, check if the options that the caller can select are pointing to the correct extensions.

6.1.2.2 Music on hold

Callers hear the “One moment please” message and then total silence when the auto attendant transfers their call to an extension.

•There is a problem with the music source. Check all connections and the power.

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

•Make sure you use the Flash or Link button on an analog phone, or the Hold button on a IP phone, to put callers on hold. If you use the Hold button on an analog phone, callers will be placed on hold at the phone itself and not through TalkSwitch.

•You have enabled the music on hold feature, but have not attached an audio device to the music jack on TalkSwitch.

•You have enabled play the Play music from file feature but have not loaded a .wav music file to TalkSwitch.

6.1.2.3 Call routing with local extensions and home phones

Callers are disconnected when transferring calls from one extension to another.

•If you are using the hook switch rather than the Flash button to put callers on hold, you may be holding the hook switch down too long and disconnect.

I can’t use my conference/3-way calling feature from the phone company.

•You need to make sure you have checked the box indicating that you have 3-way calling or transfer and clear on the appropriate lines under System Information -> Telephone Lines in the configuration software.

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