Talkswitch CT.TS005.001101.UK manual

C H A P T E R 3

U S I N G TA L K S W I T CH

3.1IN THE OFFICE — RECEIVING CALLS WITH OR WITHOUT THE AUTO ATTENDANT

3.1.1 Receiving calls using the Auto Attendant

If you don’t have a receptionist, the Auto Attendant helps you handle all your inbound calls and helps to improve your corporate image. Once it has been configured and its messages have been recorded, the Auto Attendant takes care of the rest. It will follow the instructions it was given in the configuration. For details on configuring Auto Attendants, see section

2.3.5.2.For details on configuring TalkSwitch to answer calls using Auto Attendants, see section 2.3.5.

When calls are answered by an Auto Attendant, callers can dial any Local Extension (1xx), Remote Extension (2xx — the same applies to VoIP trunks, 250–299), Extension Ring Group (300–309), choose options 0, 1, 2, 3, 4, 5 (if configured to perform specific actions), dial voicemail directly ( * and mailbox), send faxes, or remain on the line to follow an action programmed for that Auto Attendant. TalkSwitch owners and employees can access other options at the Auto Attendant, including Call Back (dial 6), DISA (dial 80–

88, 9), retrieve voicemail (dial *	* and mailbox) and enter command
mode to make system changes (dial	# ). All of these features can be

password-protected to eliminate system tampering from outside users.

3.1.2 Receiving calls without the Auto Attendant

If you do not use the Auto Attendant to answer calls, please note that the Call Cascade options for the Local Extensions are not engaged. In order for calls to go to an extension’s mailbox, the Auto Attendant must first answer the call or a person in the office must transfer the call. For details on configuring TalkSwitch to ring specific extensions during inbound calls,

U S I N G T A L K S W I T C H

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Talkswitch CT.TS005.001101.UK manual Receiving calls using the Auto Attendant, Receiving calls without the Auto Attendant

Contents

User Guide Copyright Information Temperature & Environment Power & Lightning SurgesPower Adaptor & Power Cords TalkSwitch Usage MaintenancePower Failure Emergency Service Access TA B L E O F CO N T E N T S 1.1 B L E O F C O N T E N T SI I Call Detail Record CDR Logging Open the system package, which will contain Installation Light State Description Front Panel Lights Back Panel TalkSwitch 24 Models TalkSwitch 48 Models Ports Purpose TalkSwitch 28 Models Plugging Into the Back Panel Connecting telephone lines Attach an Internal or External Modem Connecting extension telephones and other devicesConnecting devices to the Music and PA ports Connecting TalkSwitch to a PC using a Serial cable Connecting TalkSwitch to a LAN and/or PCConnecting TalkSwitch to a LAN for local configuration Connecting TalkSwitch to a PC using a USB cable Connecting 2 or more TalkSwitch units to a LAN Using 2 or More Talkswitch Units on a LANConnecting to TalkSwitch over IP Setting the Unit ID for the first time Unit ID Changing the Unit IDHow unit IDs affect system extension numbers Outgoing Line Hunt Groups Configuration SettingsKeep track of the lines and extensions Optimizing the system for networked use Voicemail TA L K S W I T C H CO N F I G U R a T I O N Connection Type Running the Talkswitch Software Button Restore Firmware System ConfigurationConfiguration screen Tools Menu File MenuView Menu Help Menu Configuration NavigationStart Menu Programs TalkSwitch Documentation Disa System Information Administration Configure TalkSwitch IP settings IP ConfigurationLocation Settings Public WAN IP Address System IP Settings section System IP Settings section Public WAN IP Address see previous section VoIP Configuration TalkSwitch Profile tab User Name and Password Section View Registration Status button VoIP NumbersView Registrar Entries button Service Provider Profile tab Pstn analogue telephone Lines Phone numbers section Telephone company services section L K S W I T C H U S E R G U I D E U K & I R E L a N D VoIP Numbers TalkSwitch Profile section Line Hunt Groups Service Provider Profile section Automatic Route Selection and Toll Restriction Planning Automatic Route Selection and Toll Restriction Configure Line Hunt Groups also, see section Entering Leading Digits and Assigning Actions L K S W I T C H U S E R G U I D E U K & I R E L a N D Click the Hunt Group Access button Set Local Extension Hunt Group Access Additional Notes System Information Administration Fax Information Local Extensions Phone Type Direct Line Access buttonCaller ID Information section Remote Extensions Hunt Group Access button Forwarding Information Different uses for Extension Ring Groups Extension Ring Groups Set Ring Group section Identify types of calls by different ring patterns On-hold/Ringback On-Hold SettingsTransfer Settings Local Extension Voicemail Voicemail Load Greeting button Voicemail Notification Settings sectionMailbox Option section Configuration Notification Options button Remote Extension Voicemail Load Greeting button Voicemail Notification Settings tab General Voicemail Mailbox Settings Global SettingsGlobal Message Waiting Indicator View Mailbox Data button Reset Mailboxes buttonCall Handling Modes Auto Attendant Record Auto Attendant messages At the Auto Attendant, perform the following actions Recording Auto Attendants from an out-of-office phone L K S W I T C H C O N F I G U R a T I O N L K S W I T C H U S E R G U I D E U K & I R E L a N D Load Auto Attendant button Utilities for an auto attendant Record Instructions button Auto Attendant On an incoming call during mode 1 orErase Instructions button L K S W I T C H C O N F I G U R a T I O N Adjust Sequence.. button Local Extensions Call Cascade L K S W I T C H U S E R G U I D E U K & I R E L a N D L K S W I T C H C O N F I G U R a T I O N Remote Extensions Call Cascade L K S W I T C H C O N F I G U R a T I O N Extension Ring Groups Call Cascade Call Back/DISA Step Auto Call Back L K S W I T C H U S E R G U I D E U K & I R E L a N D Prompted Call Back L K S W I T C H U S E R G U I D E U K & I R E L a N D Disa Audio Controls Options VoIP Codec Selection Line ControlsExtension Controls Transfer Options Remote Transfer MiscellaneousTransferring from a Home phone Transfer and clear If being used with another PBX Caller in queue reminderCall Back ring return Fax Over IP Internal clock settingIntercom Calls Auto Attendant Transfer Prompts TroubleshootingInternal Caller ID options Audio Output Options Non-detection of disconnect-clear Double Recall timeWay Calling wait time Ring Patterns Dtmf Detection Troubleshooting AdvancedAuto Attendant Adjustments Auto Route Selection Fax Detection Line CPC/Disconnect ClearRingback Control VoIP Ports Receiving calls without the Auto Attendant Receiving calls using the Auto Attendant Place ‘out-of-office’ calls from a Local Extension Office Making and Receiving CallsMaking calls from a Local Extension Receiving calls at a Local Extension Place calls on hold Placing calls on Hold at a Local ExtensionTransferring calls Call Pick Up From a Local Extension to any outside telephone number Call Park Parking and retrieving callersParking a caller Call Queue/UCD/Call Waiting Queuing and retrieving callers Parking a caller using Auto ParkUsing Call Park with the Paging option Retrieving a parked call Queuing callers to an Extension Ring Group Case B Two outside callers and one Local Extension Using the TalkSwitch Call Waiting featureConference calling with TalkSwitch Making and receiving calls using VoIP Transferring calls on parallel-connected phones Using Phones connected in parallel to TalkSwitch Modems and telephone line access Transferring calls OUT of the Office Receiving Calls Through Call ForwardingThree ways to forward calls Transferring calls from a Remote Extension Forwarding calls with screening Screening options for forwarded calls Receiving calls Using the Talkswitch Voicemail SystemCalls over VoIP with SIP phones and Gateways Making calls Activating voicemail boxes Retrieving messages/Accessing a voice mailbox Listen to messages press Record name for Dial by Name Directory press Pager and Cell Phone notificationChange greeting options press Change personal options press Music on Hold and Call Forwarding to Remote Extensions Mode Switching OptionsManual Mode Switching Music on Hold How to use Disa Call Bridge Using Call BridgeAutomatic Mode Switching using the Time Scheduler Using Call Back Accepting the Call Back Activate Call Back Step #1 Check current version Upgrading the Talkswitch Software and Firmware Step #3 Updating the firmware Step #2 Download new software and firmware I N G T a L K S W I T C H Page Enabling Call Detail Record CDR Logging L L D E T a I L RE CO RD LO G G I N G C D R Retrieving Data Web Interface Store to File on TalkSwitchSystem Information IP Configuration page in the software Click on the link for Call Detail Record CDR Management Serial Interface Real Time to Serial Interface Click on Transfer Capture Text Analyzing the Data Example Example Page Broadband Connection Introduction to VoipOptimizing Your IP Network for Voip Router/NAT/Firewall High-speed connections on both ends of the call Local Area NetworkHow does VoIP work? Does a VoIP call sound like a regular phone call? Can a firewall prevent VoIP calls from passing through? If the power goes out, does the VoIP network stay up?Choose the right Codec for your location What happens to VoIP if the IP network fails? What is SIP? What is NAT and how does it affect VoIP? What is Dynamic DNS? What is a SIP Proxy and Registrar? How often will my Public IP address change? What is the drawback of using Dynamic DNS?What is a port number? L P a N D TRO U B L E S H O O T I N G Troubleshooting Problems that may occur during Configuration Page Music on Hold Answering and Fax Machines Other Possible Local Extension Problems L K S W I T C H U S E R G U I D E U K & I R E L a N D Problems that may occur with VoIP L K S W I T C H U S E R G U I D E U K & I R E L a N D Distinctive Ringing Caller Display Three Way Calling/Conference Multi-Line Service / Hunting Facilities Centrex Transfer Application Notes Telephone Company ServicesPage I CK CO M M a N D S L K S W I T C H U S E R G U I D E U K & I R E L a N D P E N D I X C L K S W I T C H U S E R G U I D E U K & I R E L a N D User Defined An Extension, Ring Group, Auto L K S W I T C H U S E R G U I D E U K & I R E L a N D RE G U L a T O R Y I N F O R M a T I O N Product Suffix Intended Markets Disposal TA L K S W I T CH E -YE a R WA R R a N T Y Warranty Service Extension Interface Pstn Analogue Telephone Line Interface System Mode Scheduling and Power Interruptions TalkSwitch settings and configurationsCalling Features L K S W I T C H U S E R G U I D E U K & I R E L a N D Copyright 2000-2003 Intel Corporation. All rights reserved Copyright 1998 by the Massachusetts Institute of Technology L K S W I T C H U S E R G U I D E U K & I R E L a N D P E N D I X F Page O S S a R Y CNG CTI Dtmf LED L K S W I T C H U S E R G U I D E U K & I R E L a N D TX/RX L K S W I T C H U S E R G U I D E U K & I R E L a N D