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Talkswitch 24-CA, 48-CA/CVA manual Auto attendant, Adding/configuring an auto attendant

Models: 24-CA 48-CA/CVA

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You can choose how incoming calls to any TalkSwitch extension are routed during Holiday Mode. Use the menu to select whether a call on a holiday will follow an extension‘s Mode 1 or Mode 2 call cascade (routing) settings. For example, if Mode 2 is used when the office is closed, you could choose to use Mode 2 call cascade for all extensions during holidays.

2.4.2 Auto attendant

TalkSwitch handles inbound calls with an auto attendant. Auto attendants answer all incoming calls, play a recorded message and route callers to their requested extensions.

If the receptionist is away from the desk, or if you do not have a receptionist, an auto attendant responds and gives callers options. Calls cannot follow an extension‘s call cascade sequence until an auto attendant has answered or the caller has been manually transferred.

TalkSwitch has nine auto attendants. They can be used together to create powerful call routing options.

Callers can dial local extensions, remote extensions, extension ring groups (300-309), voicemail to leave and retrieve messages, access call back/ call bridge and enter command mode to make changes to the system configuration from the handset.

400 series mailboxes can be dialed at the auto attendant without

pressing # first. This is useful for providing virtual extensions associated with a mailbox for telecommuters or other part-time staff.

2.4.2.1 Adding/configuring an auto attendant

Follow the steps below to set up an auto attendant to answer all incoming calls, play your recorded message and enable callers to dial their party‘s extension or dial 0 for a receptionist.

1.Open the TalkSwitch configuration software, if not already open.

2.Select Call Handling ->Auto Attendant.

3.Select Auto Attendant 1 and type a name into the Auto Attendant Name field. You can configure and name 2–9 later.

4.Follow these settings as shown in Figure 85. Set up your receptionist at extension 114. If you have other settings, enter the appropriate values for your office.

8 0	T A 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

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Talkswitch 24-CA, 48-CA/CVA manual Auto attendant, Adding/configuring an auto attendant

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 knowSingle unit installation Networked units installationVoIP installation Connecting devicesWhere to go for further information Finding the Information YOU NeedGuide Conventions Text elementsTA L K S W I T CH Installation Talkswitch Package ContentsLight State Description Configuration Software System RequirementsUnit Front Panel TalkSwitch 24-CA Unit Back PanelConnecting 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 extensionInstalling the Configuration Software Installing the software for the first timeUpgrading the TalkSwitch software and firmware Installing a memory card onAbout TalkSwitch software version Check current versionClick View System Information Download new software and firmwareUpdating the firmware Initial ConfigurationFile Update Firmware Connect Talkswitch to a Network or a PC Ethernet connectionUSB Connection Ethernet connectionSerial connection USB connectionInternet connection Serial connectionInternet connection File connection Click ConnectConnecting Devices Restore Firmware buttonThings to consider when placing your TalkSwitch WiringConnecting incoming telephone lines Connecting local extension telephones and other devicesConnecting a regular single-line telephone Connecting a regular dual-line telephoneAttach 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 attendantNetworking Talkswitch Units on a LAN Connecting devices to the music jackConnecting to the PA public address jack Connecting TalkSwitch units to a LANEthernet switch Power up all the TalkSwitch unitsKeys Result Setting or changing the unit IDHow unit IDs affect system extension numbers Keep track of the lines and extensions Unit IDConfiguration settings Optimizing the system for networked useOutgoing line hunt groups Auto attendantsInstalling a Memory Card Memory cardWhat the Flashing Lights Mean Upgrading Talkswitch UnitsDiagnostics for the lights flashing on the unit front panel Verifying the Connections System Configuration Configuration screenTalkSwitch Exit Closes the configuration softwareSettings File MenuInstalled Tools MenuHelp Menu UsageConfiguration navigation AboutSystem InformationConfiguration navigation Feature Description See 2.4.2 AutoSee 2.2.10 On-Hold See 2.5 Call Back/CallAdministration Click the next to System Information AdministrationSystem Information Call Detail Record CDR Logging onTo delete a password To enter a new passwordTo change the password IP Configuration Click the next to System Information -IP ConfigurationAutomatic IP configuration Public WAN IP Address Current public WAN IP addressTelephone Lines Public WAN IP address-checker server nameFully Qualified Domain Name Click System Information Telephone LinesPhone numbers section Way Calling/ConferenceLine hunt groups Calibrate Lines buttonHunt group configuration Select System Information -Line Hunt GroupsWhat is Automatic Route Selection ARS? What is Toll Restriction?Automatic Route Selection and Toll Restriction Planning Automatic Route Selection and Toll RestrictionInformation Auto Route Selection ARS leading digitsExamples of leading digits Set local extension hunt group access Direct Line AccessEmergency Service Numbers section Password ProtectionInformation Administration Telephone Line 3-Way Calling ServicesRestrict access to premium services Fax informationDedicated fax line Distinctive Ring fax detectionSelect System Information -Fax Information Dedicated fax lineAutomatic fax detection with the auto attendant System Information Telephone Lines Fax informationDistinctive ring fax detection Select System Information -Telephone LinesSelect Call Handling -Auto Attendant Automatic fax detectionClick Fax Information Local extensions Fax routingConfiguring a local extension for use with a IP phone Select System Information -Local ExtensionsAdditional fields Caller ID Information section Last name/First nameFor VoIP calls, use this number Phone TypeSupported by TalkSwitch Direct Line Access... buttonSelect System Information -Remote Extensions Hunt Group Access... buttonRemote extensions Use Same Line Connect Remote extensionsForwarding calls to a remote extension Transferring calls from a remote extensionRing groups features Setting up extension ring groupsExtension ring groups Select System Information -Extension Ring GroupsDifferent uses for extension ring groups Identify types of calls by different ring patternsForwarding calls to a ring group On-Hold/RingbackExternal audio source Select System Information On-Hold/Ringback Music portOn-Hold Settings Internal audio fileSet the volume for Music on Hold Transfer SettingsVoicemail Mailbox optionsRemote Phone Voicemail notificationDialed notification Notification Settings button Dialed NotificationIf 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 tabTo add an e-mail address Example of an e-mail notificationTo modify an e-mail address To remove an e-mail addressGlobal Settings Select Voicemail Global SettingsMore e-mail settings Global Message Waiting Indicator Voicemail managerReset Mailboxes button Mailbox dataSelect Call Handling Modes Call HandlingModes To set holiday mode Click SettingsAdding/configuring an auto attendant Auto attendantConfiguring auto attendant Record, play or erase auto attendant messages Record Instructions buttonLoad Auto Attendant button Erase Instructions buttonSelect routing options for each auto attendant View Auto Attendant Time UsageTools Memory Usage Auto Attendant If the caller selects 0 thenEnglish, 2 for Spanish. In this example, you If a fax call is detected thenAdditional features at the auto attendant No selection was made at the auto attendantIf 6 is dialed If 7 is dialedSelect Business Hours Configure incoming calls during mode 1, 2 and holiday modeSelect Call Handling -Telephone Lines Adjust Sequence... button Go to voice mailboxVoIP Numbers Play auto attendant or Go to voice mailboxSelect Call Handling Local Extensions Call CascadeLocal extensions Busy No Answer Answered Do Not Disturb Busy tabNo Answer tab Answered tabRemote extensions Remote extension call cascadeL 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 cascadeGo to auto attendant Queue at ring group Hang up Go to VoIP locationCall cascade examples If my extension is busyIf I am away from my desk Screening calls from a remote extensionCall BACK/CALL Bridge If I don’t want to be disturbed only local extensionsTwo call back methods How it worksAuto call back Select Call Back/Call Bridge Auto Call BackUse Announced Message Configuring auto call back Prompted call back Select Call Back/Call Bridge Prompted Call BackAccessing and using prompted call back from a telephone Call bridgeActivating 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 phoneTransfer and clear Remote transferMiscellaneous Caller in queue reminderCall Back ring return If being used with another PBX PBX extension lengthSetting up TalkSwitch behind an existing PBX Troubleshooting Other options includeAuto Attendant Transfer Prompts SIP Server RegistrationAuto Attendant Adjustments Transmitted Flash lengthDouble Flash time Way Calling wait timeTroubleshooting Advanced Auto Route SelectionDtmf Detection Minimum required time to detect a Dtmf digitFax Detection Line CPC/Disconnect ClearRingback Control VoIP Ports IP Signalling Port Starting RTP PortReceiving calls using the auto attendant I N G TA L K S W I T CHOffice Making and Receiving Calls Using AN Analog Phone Receiving calls without the auto attendantRestrictions 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 holdScreened transfer Unscreened TransferParking and retrieving calls at a local extension Parking a callRetrieving a parked call at another local extension Screened TransferQueuing calls to a single extension Using call park with the paging optionQueuing and retrieving callers Using call waiting Queuing callers to an extension ring groupTwo 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 phoneReceiving calls at a local IP extension Hold and transfer HoldTransfer 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 forwardingForwarding calls with screening Transferring calls from a remote extensionScreening options for forwarded calls Calls over VoIP with IP phones and Gateways Making callsReceiving calls Using the Voicemail SystemActivating voicemail boxes Retrieving messages and accessing a voice mailbox Press Transfer or xferPress 1 to listen to messages Press 2 to change greeting optionsPress 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 upUsing call back Activate call backAccepting 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 LoggingRetrieving Data Web interface Store to File on TalkSwitchFile Save to TalkSwitch Log in window Serial interface Real-time to Serial Port CDR web interfaceConnecting Click on Transfer Capture TextAnalyzing 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 VoipRouter/NAT/firewall Optimizing Your IP Network for VoipBroadband connection Connecting to a LAN and IP network Confirm sufficient network capacity for VoIPConfirm router/firewall path for voice data UDPSetting UP a Voip Network Connect TalkSwitch or SIP-compatible gatewaysPrioritize your voice traffic Ddns SupportSelect 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, selectSet the TalkSwitch public IP address Local IP configurationSelect System Information VoIP Configuration Configure TalkSwitch ProfileTalkSwitch Profile Proxy Server Name Registrar Server NameUser Name and Password section User/Account PasswordVoIP lines available for use with the TalkSwitch network Outbound ProxyView Registrar Entries button Maximum number of VoIP lines for outgoing callsCodec Options button Service Provider profile View Registration Status buttonService Provider Name Service Provider profileVoIP Lines Assign VoIP phone numbers System Information VoIP NumbersConfigure call handling for VoIP numbers Call Handling VoIP NumbersAssign service provider phone numbers System Information -VoIP NumbersHigh-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 UnitWhat 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 phoneProblems 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 faintCallers 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 voicemailSupport Callers complain the sound is distorted or choppyL 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 systemFor last call 510500-509 Functions you can access from outside phones Keys Function performed300-309 3, 4P 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 NImportant Notices FCC and IC Warnings FCC PartActa TIA/EIA/IS-968A, FCC Part 68 and IC CS-03 Service P E N D I X E Warranty Service DOC ComplianceCanadian Goods Being Returned to Canada If purchased from TalkSwitchIf purchased from a reseller Page Specification S System 24-CA 48-CA 48-CVADimensions H x W x L Weight 24-CA 48-CAAnalog extension interface Analog trunksCO 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 EDemarcation Point Single-line wiringDual-line wiring Disadvantages Using a dual-line phone jack Connecting to TalkSwitch rear panelRe-wiring demarcation point Adding extension block Connecting to TalkSwitch From demarcation pointL 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 backConnector Centrex/PlexarCOM port Communications softwareDistinctive ring DriverDual-line telephone ExtensionKeypad commands IconIntercom InterfaceLine 1, 2, 3, or Link buttonLocal extension ModemPrompt Registered jacksRemote extension RJ-11SIP 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