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

5.5 FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 5.6 VoIP network administration form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

CHAPTER 6: TROUBLESHOOTING AND SUPPORT

6.1 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 6.1.1 Problems that may occur during configuration. . . . . . . . . . . . . . . . . . 181 6.1.2 Problems that may occur while using the TalkSwitch features . . . . . 182 6.1.2.1 The auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182 6.1.2.2 Music on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 6.1.2.3 Call routing with local extensions and home phones . . . . 183 6.1.2.4 Answering and fax machines . . . . . . . . . . . . . . . . . . . . . . . 184 6.1.2.5 Other possible local extension problems . . . . . . . . . . . . . . 184 6.1.2.6 Multiple TalkSwitch units connected to the same LAN . . . 185

6.2 Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

APPENDICES
Appendix A: Functions and Commands	189
Appendix B: TalkSwitch and Telephone Company Calling Services	193
Appendix C: TalkSwitch and Power Interruptions	197
Appendix D: Safety and Regulatory Information	199
Appendix E: TalkSwitch One-Year Warranty and Return Policy	203
Appendix F: Specifications	207
Appendix G: Copyright and Licensing Notices	209
Appendix H: Home/Office Wiring Guide	213
GLOSSARY	221
INDEX	229

V IT A B L E O F C O N T E N T S

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Talkswitch 24-CA, 48-CA/CVA manual Troubleshooting and Support

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’S in this GUIDE? What you should know Single unit installation Networked units installationVoIP installation Connecting devices Where to go for further information Finding the Information YOU Need Guide Conventions Text elements TA L K S W I T CH Installation Talkswitch Package Contents Light State Description Configuration Software System RequirementsUnit Front Panel TalkSwitch 24-CA Unit Back Panel Connecting devices to the music jack on Information, see 1.8.4 Connecting to the PA publicConnection on page 9, 1.9 Networking TalkSwitch units on Information, see 1.8.2 Connecting local extension Installing the Configuration Software Installing the software for the first timeUpgrading the TalkSwitch software and firmware Installing a memory card on About TalkSwitch software version Check current version Click View System Information Download new software and firmware Updating the firmware Initial ConfigurationFile Update Firmware Connect Talkswitch to a Network or a PC Ethernet connection USB Connection Ethernet connection Serial connection USB connection Internet connection Serial connection Internet connection File connection Click Connect Connecting Devices Restore Firmware buttonThings to consider when placing your TalkSwitch Wiring Connecting incoming telephone lines Connecting local extension telephones and other devices Connecting a regular single-line telephone Connecting a regular dual-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 Here’s how the TalkSwitch handles incoming calls Option 3 Automatic fax detection via the auto attendant Networking Talkswitch Units on a LAN Connecting devices to the music jackConnecting to the PA public address jack Connecting TalkSwitch units to a LAN Ethernet switch Power up all the TalkSwitch units Keys Result Setting or changing the unit IDHow unit IDs affect system extension numbers Keep track of the lines and extensions Unit ID Configuration settings Optimizing the system for networked useOutgoing line hunt groups Auto attendants Installing a Memory Card Memory card What the Flashing Lights Mean Upgrading Talkswitch UnitsDiagnostics for the lights flashing on the unit front panel Verifying the Connections System Configuration Configuration screen TalkSwitch Exit Closes the configuration softwareSettings File Menu Installed Tools MenuHelp Menu Usage Configuration navigation AboutSystem Information Configuration navigation Feature Description See 2.4.2 AutoSee 2.2.10 On-Hold See 2.5 Call Back/Call Administration Click the next to System Information AdministrationSystem Information Call Detail Record CDR Logging on To delete a password To enter a new passwordTo change the password IP Configuration Click the next to System Information -IP Configuration Automatic IP configuration Public WAN IP Address Current public WAN IP address Telephone Lines Public WAN IP address-checker server nameFully Qualified Domain Name Click System Information Telephone Lines Phone numbers section Way Calling/Conference Line hunt groups Calibrate Lines button Hunt group configuration Select System Information -Line Hunt Groups What is Automatic Route Selection ARS? What is Toll Restriction?Automatic Route Selection and Toll Restriction Planning Automatic Route Selection and Toll Restriction Information Auto Route Selection ARS leading digits Examples of leading digits Set local extension hunt group access Direct Line Access Emergency Service Numbers section Password ProtectionInformation Administration Telephone Line 3-Way Calling Services Restrict access to premium services Fax informationDedicated fax line Distinctive Ring fax detection Select System Information -Fax Information Dedicated fax lineAutomatic fax detection with the auto attendant System Information Telephone Lines Fax information Distinctive ring fax detection Select System Information -Telephone Lines Select Call Handling -Auto Attendant Automatic fax detectionClick Fax Information Local extensions Fax routing Configuring a local extension for use with a IP phone Select System Information -Local ExtensionsAdditional fields Caller ID Information section Last name/First name For VoIP calls, use this number Phone Type Supported by TalkSwitch Direct Line Access... button Select System Information -Remote Extensions Hunt Group Access... buttonRemote extensions Use Same Line Connect Remote extensions Forwarding calls to a remote extension Transferring calls from a remote extension Ring groups features Setting up extension ring groupsExtension ring groups Select System Information -Extension Ring Groups Different uses for extension ring groups Identify types of calls by different ring patterns Forwarding calls to a ring group On-Hold/RingbackExternal audio source Select System Information On-Hold/Ringback Music port On-Hold Settings Internal audio file Set the volume for Music on Hold Transfer Settings Voicemail Mailbox options Remote Phone Voicemail notificationDialed notification Notification Settings button Dialed Notification If attempt unsuccessful, try again Configure Notification Options buttonDial notification phone number using Click on the Message Waiting Light tab Message waiting lightMail notification Click on the E-mail Notification tab Mail notification tab To add an e-mail address Example of an e-mail notificationTo modify an e-mail address To remove an e-mail address Global Settings Select Voicemail Global Settings More e-mail settings Global Message Waiting Indicator Voicemail manager Reset Mailboxes button Mailbox data Select Call Handling Modes Call HandlingModes To set holiday mode Click Settings Adding/configuring an auto attendant Auto attendant Configuring auto attendant Record, play or erase auto attendant messages Record Instructions button Load Auto Attendant button Erase Instructions button Select routing options for each auto attendant View Auto Attendant Time UsageTools Memory Usage Auto Attendant If the caller selects 0 then English, 2 for Spanish. In this example, you If a fax call is detected then Additional features at the auto attendant No selection was made 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 Adjust Sequence... button Go to voice mailbox VoIP Numbers Play auto attendant or Go to voice mailbox Select Call Handling Local Extensions Call CascadeLocal extensions Busy No Answer Answered Do Not Disturb Busy tab No Answer tab Answered tab Remote extensions Remote extension call cascade 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 groups call cascade Extension ring group call cascade Go to auto attendant Queue at ring group Hang up Go to VoIP location Call cascade examples If my extension is busyIf I am away from my desk Screening calls from a remote extension Call BACK/CALL Bridge If I don’t want to be disturbed only local extensionsTwo call back methods How it works Auto call back Select Call Back/Call Bridge Auto Call Back Use Announced Message Configuring auto call back Prompted call back Select Call Back/Call Bridge Prompted Call Back Accessing and using prompted call back from a telephone Call bridge Activating call bridge To add permissions for users Select Options Permissions OptionsPermissions Select the user and click Modify Extension Controls Audio ControlsLine Controls Transfer Options Transferring from a home phone Transfer and clear Remote transfer Miscellaneous Caller in queue reminderCall Back ring return If being used with another PBX PBX extension length Setting up TalkSwitch behind an existing PBX Troubleshooting Other options includeAuto Attendant Transfer Prompts SIP Server Registration Auto Attendant Adjustments Transmitted Flash lengthDouble Flash time Way Calling wait time Troubleshooting Advanced Auto Route SelectionDtmf Detection Minimum required time to detect a Dtmf digit Fax Detection Line CPC/Disconnect ClearRingback Control VoIP Ports IP Signalling Port Starting RTP Port Receiving calls using the auto attendant I N G TA L K S W I T CH Office Making and Receiving Calls Using AN Analog Phone Receiving calls without the auto attendant Restrictions Receiving calls at a local extensionPlace out-of-office calls from a local extension Placing calls on hold at a local extension Transferring calls from an extensionUnscreened transfer Place calls on hold Screened transfer Unscreened Transfer Parking and retrieving calls at a local extension Parking a callRetrieving 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 Using call waiting Queuing callers to an extension ring group Two outside callers and one local extension Two local TalkSwitch extensions and one outside callerConference calling Office Making and Receiving Calls Using AN IP Phone Making calls from a local IP extension IP phone Receiving calls at a local IP extension Hold and transfer Hold 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 Three ways to forward calls Automatic call forwardingManual call forwarding Conditional call forwarding Forwarding calls with screening Transferring calls from a remote extensionScreening options for forwarded calls Calls over VoIP with IP phones and Gateways Making calls Receiving calls Using the Voicemail SystemActivating voicemail boxes Retrieving messages and accessing a voice mailbox Press Transfer or xfer Press 1 to listen to messages Press 2 to change greeting options 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 Using call bridge Bridge session, press # # before hanging up Using call back Activate call back Accepting the call back CA L L D E T a I L RE CO RD C D R LO G G I N G Enabling Call Detail Record CDR Logging Retrieving Data Web interface Store to File on TalkSwitchFile Save to TalkSwitch Log in window Serial interface Real-time to Serial Port CDR web interface Connecting Click on Transfer Capture Text Analyzing the Data IP phone press * * , then dial * 88 + Account Number Example VO I P I N F O R M a T I O N Introduction to Voip Router/NAT/firewall Optimizing Your IP Network for VoipBroadband connection Connecting to a LAN and IP network Confirm sufficient network capacity for VoIP Confirm router/firewall path for voice data UDP Setting UP a Voip Network Connect TalkSwitch or SIP-compatible gatewaysPrioritize your voice traffic Ddns Support Select which TalkSwitch to use as the SIP network server Which location and unit should be the SIP server? Assign phone numbers to each VoIP location Voip Configuration Configure TalkSwitch IP addressesSet the TalkSwitch local IP address TalkSwitch System Configuration window, select Set the TalkSwitch public IP address Local IP configuration Select System Information VoIP Configuration Configure TalkSwitch ProfileTalkSwitch Profile Proxy Server Name Registrar Server Name User Name and Password section User/Account PasswordVoIP lines available for use with the TalkSwitch network Outbound Proxy View Registrar Entries button Maximum number of VoIP lines for outgoing callsCodec Options button Service Provider profile View Registration Status button Service Provider Name Service Provider profile VoIP Lines Assign VoIP phone numbers System Information VoIP Numbers Configure call handling for VoIP numbers Call Handling VoIP Numbers Assign service provider phone numbers System Information -VoIP Numbers High-speed connections on both ends of the call How does VoIP work?Does a VoIP call sound like a regular phone call? What is SIP? Choose the right codec for your locationCan a firewall prevent VoIP calls from passing through? Format Type Unit What is a VPN? Can a VPN help to carry data securely over the Internet? What is NAT and how does it affect VoIP? What is a IP Proxy and Registrar? How often will my public IP address change? What is a port number? Voip Network Administration Form Troubleshooting Problems that may occur during configurationAm not able to retrieve settings from TalkSwitch Am unable to configure TalkSwitch using a touchtone phone Problems that may occur while using the TalkSwitch features Auto attendant does not play when calls comeAuto attendant Auto attendant message is broken up or very faint Callers hear only silence when put on hold at an extension Music on holdCall 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 across the LAN are lower in volume Calls are not always reaching my voicemail Support Callers complain the sound is distorted or choppy 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 at Flash/Hold There are 10 parking spots for the entire system For last call 510500-509 Functions you can access from outside phones Keys Function performed300-309 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 Safety precautions 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 Important Notices FCC and IC Warnings FCC Part Acta TIA/EIA/IS-968A, FCC Part 68 and IC CS-03 Service P E N D I X E Warranty Service DOC Compliance Canadian Goods Being Returned to Canada If purchased from TalkSwitchIf purchased from a reseller Page Specification S System 24-CA 48-CA 48-CVA Dimensions H x W x L Weight 24-CA 48-CAAnalog 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 Basic residential phone wiring Looped wiring M E / O F F I CE W I R I N G G U I D E Demarcation Point Single-line wiringDual-line wiring Disadvantages Using a dual-line phone jack Connecting to TalkSwitch rear panel Re-wiring demarcation point Adding extension block Connecting to TalkSwitch From demarcation point 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 Star/asterisk sign # Number/pound signWay calling/conference call Call back Connector Centrex/PlexarCOM port Communications software Distinctive ring DriverDual-line telephone Extension Keypad commands IconIntercom Interface Line 1, 2, 3, or Link buttonLocal extension Modem Prompt Registered jacksRemote extension RJ-11 SIP server Serial portTerminal 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