Talkswitch Flat Panel Television CTTS005001101UK User Manual

TA L KSW I TCH D O CUM E NTAT I O N  
USER GUIDE  
RELEASE 3.24  
C T.T S 0 0 5 . 0 0 1 1 0 1 . U K  
F o r u s e i n  
U n i t e d K i n g d o m a n d I r e l a n d  
®
A N S W E R S W I T H I N T E L L I G E N C E  
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PREFACE  
Thank you for purchasing the TalkSwitch Phone System. This user guide  
provides instructions for installing, configuring and using your TalkSwitch.  
Please read this section before you start installing the product.  
Important Safety Information  
Power & Lightning Surges  
Surge protection devices are recommended in areas where lightning or power  
surges are likely to occur. Avoid using corded telephones during a lightning  
storm. There may be a risk of electric shock. Do not install a TalkSwitch  
system during an electrical storm. If your TalkSwitch was supplied with  
telephone line lightning surge protectors to met local regulatory  
requirements, please install the devices in accordance with the instructions  
provided.  
Power Adaptor & Power Cords  
Use the power adaptor and power cords provided with the TalkSwitch. Other  
power adaptors may damage the unit. Check that the power adaptor voltage  
rating matches the local supply. If they do not match, please contact your  
TalkSwitch reseller for advice.  
Temperature & Environment  
Operate TalkSwitch in a location where the temperature is between 0°C and  
40°C.  
Do not expose it to a heat source or direct sunlight and avoid damp,  
dusty locations.  
Do not expose it to vibration, hazardous chemicals or explosives.  
Do not locate the TalkSwitch unit where it is subjected to electrical noise  
generating devices such as motors, fluorescent lamps or radio  
transmitting devices.  
Do not stack TalkSwitch units directly on top of each other.  
T A 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  
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Allow the TalkSwitch to reach room temperature before installation after  
shipping or storage to avoid problems caused by condensation.  
Maintenance  
Do not attempt to repair a TalkSwitch unit yourself.  
Advisory Information  
Power Failure  
When a power failure occurs, Line 1 connects to Extension 4 on each unit to  
enable incoming and outgoing calls over PSTN telephone lines. Consider  
using an Uninterrupted Power Supply (UPS) and surge protection for  
applications requiring uninterrupted operation or in areas that are subject to  
frequent power outages.  
Emergency Service Access  
Ensure that you do not block extension access to Emergency Services when  
you set up the Automatic Route Section and Toll Restriction features.  
PBX Fraud and Misuse  
We recommend that you use password security for the administrator. Change  
the password frequently to prevent unauthorized users from making calls  
through your PBX.  
TalkSwitch Usage  
The model of TalkSwitch you have purchased is designed and supplied to  
meet the technical standards for use in specific countries and for connection  
to the major telephone service providers in those countries. It is subject to  
regulatory certification and compliances as detailed in the appendices.  
Export and use outside the intended countries is not recommended or  
supported by TalkSwitch.  
Call Redirection & Service Provider Billing Advisory  
Use of the Automatic Route Selection, Toll Restriction and Call Detail  
Recording features does not imply any guarantee whatsoever by regulatory  
authorities, your telephone service provider(s), TalkSwitch or its distributors  
and resellers, with regard to the accuracy of these features and that the use  
of such a features may not be considered by a telephone company in any  
disputes which may arise regarding the accuracy of any subscriber's  
telephone account.  
Waste Disposal  
Please dispose of the product in compliance with local regulations for  
electrical and electronic waste material.  
P R E F A C E  
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TABLE OF CONTENTS  
1.4 Plugging into the Back Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5  
T A B L E O F C O N T E N T S  
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CHAPTER 2: TALKSWITCH CONFIGURATION  
2.1 Install the TalkSwitch Configuration Software . . . . . . . . . . . . . . . . . . . . . . . . . 13  
2.2 Running the TalkSwitch software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14  
2.3 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15  
2.3.1 The configuration screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15  
2.3.1.1 File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16  
2.3.1.2 View Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16  
2.3.1.3 Tools Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16  
2.3.1.4 Help Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17  
2.3.2 Configuration Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17  
2.3.2.1 Configuration considerations connecting  
multiple units to a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18  
2.3.3 System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18  
2.3.3.1 Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19  
2.3.3.2 IP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20  
2.3.3.3 VoIP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23  
2.3.3.4 PSTN analogue telephone lines . . . . . . . . . . . . . . . . . . . . . . 28  
2.3.3.5 VoIP Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31  
2.3.3.6 Line Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32  
2.3.3.7 Automatic Route Selection and Toll Restriction . . . . . . . . . . 33  
2.3.3.8 Fax Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39  
2.3.3.9 Local Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40  
2.3.3.10 Remote Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42  
2.3.3.11 Extension Ring Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44  
2.3.3.12 On-hold/Ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46  
2.3.4 Voicemail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47  
2.3.4.1 Local Extension Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . 47  
2.3.4.2 Remote Extension Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . 50  
2.3.4.3 General Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51  
2.3.4.4 Global Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52  
2.3.5 Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53  
2.3.5.1 Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53  
2.3.5.2 Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54  
2.3.5.3 PSTN analogue telephone Lines . . . . . . . . . . . . . . . . . . . . . . 60  
2.3.5.4 VoIP Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62  
2.3.5.5 Local Extensions — Call Cascade . . . . . . . . . . . . . . . . . . . . . 63  
2.3.5.6 Remote Extensions — Call Cascade . . . . . . . . . . . . . . . . . . . 66  
2.3.5.7 Extension Ring Groups — Call Cascade . . . . . . . . . . . . . . . . 68  
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2.3.6 Call Back/DISA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69  
2.3.6.1 Auto Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71  
2.3.6.2 Prompted Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73  
2.3.6.3 DISA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75  
2.3.7 Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76  
2.3.7.1 Audio Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76  
2.3.7.2 Transfer Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78  
2.3.7.3 Miscellaneous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79  
2.3.7.4 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82  
2.3.7.5 Troubleshooting — Advanced . . . . . . . . . . . . . . . . . . . . . . . . 84  
T A B L E O F C O N T E N T S  
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CHAPTER 5: VOIP INFORMATION  
APPENDICES  
A: Help and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127  
B: Using TalkSwitch with Telephone Company Calling Services . . . . . . . . . . . . . . 137  
C: Quick Commands and Touch-Tone Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . 141  
D: Regulatory Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147  
E: TalkSwitch One-Year Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149  
F: Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151  
G: TalkSwitch and Power Interruptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153  
H: Copyright and Licensing Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155  
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159  
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T A B L E O F C O N T E N T S  
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C H A P T E R 1  
TALKSWITCH INSTALLATION  
1.1 INSTALLATION  
Open the system package, which will contain:  
The TalkSwitch Unit  
AC Power Adaptor  
110V socket mount adaptor or 230V with power cord  
(subject to market model)  
USB cable (supplied only with models  
without a LAN port)  
RJ-45 LAN cable (supplied with all models  
with a LAN port)  
Telephone cables (one per telephone line  
port)  
CD containing configuration program  
installation wizard and user documentation  
Extension Reference Cards  
TalkSwitch Start Guide  
Warranty Card  
If any of these items are missing, please contact your TalkSwitch dealer.  
Note: The VoIP symbol indicates sections that only apply to  
VoIP enabled TalkSwitch units. We recommend that  
VoIP users read Chapter 5: VoIP Information.  
T A L K S W I T C H I N S T A L L A T I O N  
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1.2 FRONT PANEL LIGHTS  
The front panel consists of a power button (“Power”) and five LED (Light  
Emitting Diode) lights indicating the usage of the lines with different states  
of illumination.  
Light:  
State  
Description  
Line 1  
On Solid  
Line 1 is currently in use.  
Pulsing Slowly Line 1 caller is on hold.  
Flickering  
Line 1 is ringing.  
Quick Pulse  
Line 1 is engaged by a device that is sharing  
the line with TalkSwitch.  
Line 2  
On Solid  
Line 2 is currently in use.  
Pulsing Slowly Line 2 caller is on hold.  
Flickering  
Line 2 is ringing.  
Quick Pulse  
Line 2 is engaged by a device that is sharing  
the line with TalkSwitch.  
Power/Data On Solid  
Flickering  
TalkSwitch is powered on.  
The PC connected (via Serial or USB) to  
TalkSwitch is either sending or retrieving  
information from TalkSwitch.  
Pulsing Slowly Global Message Waiting Indicator (optional).  
Note: Lights for line 3 and line 4 apply to Talkswitch 48 models. For more  
details on line LED light error codes, see Appendix A:  
Help and Troubleshooting.  
Line 3  
On Solid  
Line 3 is currently in use.  
Pulsing Slowly Line 3 caller is on hold.  
Flickering  
Line 3 is ringing.  
Quick Pulse  
Line 3 is engaged by a device that is sharing  
the line with TalkSwitch.  
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Light:  
State  
Description  
Line 4  
On Solid  
Line 4 is currently in use.  
Pulsing Slowly Line 4 caller is on hold.  
Flickering  
Line 4 is ringing.  
Quick Pulse  
Line 4 is engaged by a device that is sharing  
the line with TalkSwitch.  
1.3 BACK PANEL  
Before you connect all your phones and lines to TalkSwitch, you may want to  
configure the unit. This minimizes the disruption time of your telephone  
lines during the system setup. See Chapter 2: Configuration.  
TalkSwitch configurations are subject to market availability.  
1.3.1 TalkSwitch 24 Models  
1.3.2 TalkSwitch 48 Models  
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1.3.3 TalkSwitch 28 Models  
Ports  
Purpose  
L1-L2 and  
L3-L4  
Telephone cables for connection to telephone company  
analogue (PSTN) telephone line ports or demarcation  
(subject to model) point; or telephone line lightening protection if required  
(see notes 1 & 2)  
E1-E4 and  
E5-E8  
Local extension telephone sets, fax machines or data  
modems  
(subject to model)  
USB  
USB cable to PC for system configuration  
Serial cable to PC for system configuration  
SERIAL  
(subject to model)  
Music  
PA  
1/8” socket for external Music on Hold input  
1/8” socket for output to Public Address system  
LAN  
RJ-45 10BaseT Ethernet for connection to LAN; used for  
(subject to model) connection to other co-located TalkSwitch units, VoIP  
networking and configuraion from local PC or remotely  
over Internet  
POWER  
Plug in supplied AC Power Adapter; (Rating 16VAC 1.5 A)  
ONLY use the power adaptor supplied with the system  
Memory Slot  
For Voicemail (incl. Auto Attendant, MoH) Expansion.  
(on side of system)Works only with TalkSwitch Voicemail Expansion cards  
Note: The ‘PF’ box in between E4 and L1/L2 represents power failure  
support. In the event of a power failure or loss of power to TalkSwitch,  
Extension 114 is able to receive and make calls on Line 1.  
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In cases where a telephone company’s ISDN BRA service is installed using an  
NTE with two analogue line “ab” ports, the TalkSwitch telephone lines can be  
connected to the NTE’s ab ports (Please check with your local telephone  
company).  
The use of 4-wire telephone cables to combine L1/L2 or L3/L4 wiring requires  
a special installation procedure and may not be compatible with some standard  
telephone sockets. It is not recommended for general use.  
If your TalkSwitch was supplied with telephone lightning protectors to comply  
with local regulatory requirements, they must be installed on each telephone  
line as detailed in the instructions provided with the lightning protectors.  
1.4 PLUGGING INTO THE BACK PANEL  
1.4.1 Connecting telephone lines  
You can connect the TalkSwitch to the telephone company’s line sockets  
using the 2-wire telephone cables provided to ports L1-L2 or L1-L4 (subject  
to model). Take note of which telephone line is connected to each Line port  
— this information will be used in the configuration section.  
In cases where the telephone company lines are terminated on a  
Connection Box with IDC or screw terminals, it is recommended that “RJ-  
11 Wiring-Tails” are used. These are single or multi-pair cables with  
0.5mm solid core wire one end terminated in an RJ-11 connector(s).  
These RJ-11 wiring tails may be available where you purchased your  
system or provided by your installer.  
Advisory: In order to minimize disruption to your business, you may  
want to configure TalkSwitch before connecting it to your telephone lines  
and extension phones.  
Warning: The TalkSwitch line ports are sensitive to high-voltage spikes  
from lightning. If you live in an area where electrical storms occur  
regularly, we recommend that you protect TalkSwitch by plugging the  
telephone cords coming from the TalkSwitch line ports to a surge  
protection device connected to the incoming telephone lines.  
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1.4.2 Connecting extension telephones and other devices  
You can connect any regular analogue extension telephone set, cordless (e.g.  
DECT) telephone, or fax machine to the extension ports – E1-E4 and E1-E8  
(subject to model).  
In cases where extensions will be wired through in-building wiring and a  
Connection Box with IDC or screw terminals, it is recommended that “RJ-11  
Wiring-Tails” are used. These are single or multi-pair cables with 0.5mm solid  
core wire one end terminated in an RJ-11 connector(s). These may be  
available from your TalkSwitch Reseller or provided by your installer.  
To connect telephones with BT style plugs it is recommended that extensions  
are wired through a Master Socket or an in-line adaptors with a capacitor.  
This also ensures compatibility with some telephones that require 3-wire  
connections for the telephone to ring.  
Attach a single-line corded or cordless telephone, fax machine or  
answering machine  
Connect your single-line analog telephone or fax machine to one of the  
TalkSwitch extension ports E1-E4 (all TalkSwitch models);  
E5-E8 (TalkSwitch 48 models only)) just as you would be plugging them into a  
standard telephone wall port.  
Attach an Internal or External Modem  
Plug the modem’s telephone cable into a TalkSwitch extension port. Your  
modem is now a TalkSwitch extension that can access all lines and take  
advantage of TalkSwitch’s call routing features.  
If you don’t want to change your dial-up settings for the modem, enable  
Direct Line Access for the extension associated to the modem. See section  
2.3.3.9 (Local Extensions -> Direct Line Access) for more details on  
configuring Direct Line Access.  
1.4.3 Connecting devices to the Music and PA ports  
The Music port is designed to support any audio source (CD player, radio, tape  
player, sound card etc.) for playing music or messages to callers while on  
hold. Connect the audio source via its headphone output to the Music port.  
The Music port requires a 1/8" (3.5mm) mono phono connector. If you have a  
48 model with more than one TalkSwitch connected to a LAN, you need to  
provide audio to the Music ports on each TalkSwitch.  
The PA port can be connected to a PA System for external paging or to an  
amplification system to screen voicemail or to use as a line simulator. The PA  
port requires a 1/8" (3.5mm) mono phono connector. If you have a 48 model  
with more than one TalkSwitch connected to a LAN, you need to provide a  
connection from each TalkSwitch to the PA system.  
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1.4.4 Connecting TalkSwitch to a LAN and/or PC  
There are currently four ways to connect to TalkSwitch for PC configuration  
— over the LAN (Ethernet port), USB, Serial, or Internet.  
LAN:  
Use the provided Ethernet cable to connect TalkSwitch to the LAN  
via your switch (TalkSwitch models with LAN ports only).  
USB:  
Use a USB cable to connect TalkSwitch to an available USB port  
on your PC or on the USB hub.  
Serial:  
Use a serial cable (RS232) to connect TalkSwitch to an available  
Serial COM port on your PC.  
Internet: The TalkSwitch models with LAN ports support remote  
configuration from a PC via IP from a local or remote location.  
1.4.4.1 Connecting TalkSwitch to a LAN for local configuration  
If you want to connect multiple TalkSwitch units to a LAN, see section 1.5.  
To connect TalkSwitch to a LAN for configuration purposes,  
use the supplied Ethernet cable (Category 5 cable with RJ45  
connectors on either end, provided with 48 models). Connect  
TalkSwitch to the switch or hub. The top LED lights up to  
indicate a connection is established.  
1.4.4.2 Connecting TalkSwitch to a PC using a USB cable  
If you have an available USB port and a USB cable, connect TalkSwitch to the  
PC using the USB cable (provided with 24 models).  
Make sure no other communications programs* are running the same time  
you are using the TalkSwitch configuration software.* They may include  
Palm Pilot, Hot Sync, TalkWorks or digital camera software. These programs  
tend to occupy COM ports thus making them unavailable for other programs.  
1.4.4.3 Connecting TalkSwitch to a PC using a Serial cable  
If you wish to use an available Serial port, connect TalkSwitch to your PC  
with a RS-232 Serial cable (not included). By default, TalkSwitch is shipped  
with the Serial and LAN ports enabled and the USB port disabled.  
When you run the TalkSwitch software, select ‘Serial’ as the connection type  
then select the Serial Port associated to this physical Serial port on your PC.  
Make sure you do not have any other communications programs running at  
the same time you want to use the TalkSwitch configuration software. These  
may include Palm Pilot, Hot Sync, TalkWorks, digital camera software. These  
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programs tend to ‘hold’ onto COM ports, making them unavailable for any other  
programs.  
If you are having problems communicating with TalkSwitch, please check the  
Chapter 6: Help and Troubleshooting.  
Note: Users of a TalkSwitch without a LAN port may skip the rest of this  
chapter and continue with Chapter 2: TalkSwitch Configuration.  
1.4.4.4 Connecting to TalkSwitch over IP  
Ensure TalkSwitch is connected to a LAN with the supplied Category 5 cable.  
The top LED should light up to indicate a connection has been established with  
a switch or hub. To support remote configuration over IP, map port 9393 from  
your firewall to TalkSwitch. Please refer to the manual for your router/firewall  
to activate port forwarding.  
When you open the TalkSwitch software, you are prompted to select the  
connection type. Select ‘Internet’ and enter the public IP address or the FQDN  
of the TalkSwitch location you wish to configure. You can click ‘Address Book’  
to maintain a list of internet addresses.  
Note: Any time TalkSwitch is being configured, it is ‘locked’ to prevent  
other computers or persons using a phone from configuring changes at  
the same time. If you leave the software open for longer than 1 hour,  
TalkSwitch unlocks itself to allow configuration changes.  
1.5 USING 2 OR MORE TALKSWITCH UNITS ON A LAN  
If you have one TalkSwitch unit, ignore this section and proceed to  
Chapter 2: TalkSwitch Configuration.  
1.5.1 Connecting 2 or more TalkSwitch units to a LAN  
TalkSwitch units with a LAN port can be networked together on the same LAN.  
Ensure you have the appropriate firmware on all units before adding them to  
the LAN. Check http://global.talkswitch.com/ for the latest updates.  
We recommend integrating your phone system and your existing LAN with an  
Ethernet switch. A switch provides direct communication between TalkSwitch  
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units, thus keeping the TalkSwitch voice-over-LAN data isolated from other  
data on the network.  
Connect up to four TalkSwitch units (2 are shown in this illustration) to the  
LAN switch or switched hub.  
Note: TalkSwitch unit enclosures are not designed for stacking. We  
recommend wall-mounting units in a horizontal row to maximize airflow  
and keep the units from overheating.  
1.5.2 Setting the Unit ID for the first time  
When TalkSwitch units are shipped from the manufacturer, they are  
programmed with Unit ID 1. If two or more units are placed on the same LAN  
with the same Unit ID number, it causes a conflict. TalkSwitch indicates this  
by flashing all the line lights on the front panel of the units that have the  
conflict.  
To resolve the conflict, assign a different Unit ID each of the units. Pick up a  
telephone handset connected to one of the extension ports on the  
TalkSwitch unit you want to assign a different Unit ID to. You immediately  
hear a system prompt indicating that there is a conflict and a new Unit ID  
needs to be chosen. Select an available Unit ID between 2 and 4.  
The system indicates that the update was successful and the front panel  
lights stop flashing after several seconds. When none of the front panel ‘Line’  
lights are flashing, all the units are ready for network use.  
Note: No IP information is required to configure TalkSwitch since it does  
not use the TCP/IP protocol for voice traffic over the LAN.  
IP configuration is required for remote management or VoIP once the  
system has been configured.  
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1.5.3 Changing the Unit ID  
To change the Unit ID, the configuration software must be closed!  
#
Press  
from a Local Extension to enter command mode.  
#
Enter a password if necessary and dial 0 0  
.
The system responds with the Unit ID of that particular TalkSwitch. In  
command mode, use any of the following commands:  
Unit ID  
Touch Tone Command  
1
#
01  
2
3
4
#
02  
#
03  
#
04  
1.5.4 How unit IDs affect system extension numbers  
When more than one TalkSwitch is connected to a LAN in networked mode,  
the extensions and voicemail have different numbers based on the Unit ID  
assigned to the TalkSwitch unit they belong to.  
The extensions and voice mailboxes affected by the new numbering system  
are listed in the table below.  
Unit ID 1  
Unit ID 2  
Unit ID 3  
Unit ID 4  
Local  
111-118  
121-128  
131-138  
141-148  
Extensions  
Remote  
E x t e n s i o n s  
211-218  
111-118  
211-218  
410-419  
221-228  
121-128  
221-228  
420-429  
231-238  
131-138  
231-238  
430-439  
241-248  
141-148  
241-248  
440-449  
Local  
M a i l b o x e s  
Remote  
M a i l b o x e s  
General  
M a i l b o x e s  
None of the Extension Ring Groups are affected They are global to the entire  
system. It doesn’t matter if there are one or four TalkSwitch units on a LAN,  
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there will always be 10 Extension Ring Groups with the extension numbers  
300-309.  
1.5.5 Keep track of the lines and extensions  
To keep track of the extensions and lines connected to each TalkSwitch, label  
each unit with its Unit ID. It simplifies matters when you need to add or  
remove extensions and lines.  
If the TalkSwitch units are located in a room away from the extensions and  
you need to identify the units, there is a utility in the configuration  
software that allows you to identify each unit by flashing the lights on the  
front panel. Open the TalkSwitch Configuration software. To check details of  
the TalkSwitch units on the LAN, click the ‘View System Information’ link on  
the initial window below the TalkSwitch image. Select the Unit ID to verify.  
Click the Identify button and observe the flashing LEDs. The lights stop  
flashing when you click the ‘Close‘ button or when 5 minutes have elapsed.  
1.5.6 Optimizing the system for networked use  
TalkSwitch has been designed to operate optimally when in a networked  
state. Here are a few items that have been designed for better network use:  
Configuration Settings  
All units are cloned with identical settings. In the event that a unit has  
‘disappeared’ off the network (adapter unplugged, LAN connection  
disconnected, LAN failure etc.), the system can still handle the calls, since it  
retains the configuration settings of the ‘missing’ unit. In the event an  
extension or voice mailbox cannot be reached, the caller hears a system  
prompt to the effect: “The extension you are trying to reach is currently  
unavailable, please try again later.”  
Outgoing Line Hunt Groups  
By default, when two or more units are on a LAN, the system tries placing  
calls out on the same TalkSwitch unit the call originates from. This avoids  
using a line across the LAN on another unit, which helps to minimize the  
LAN traffic and optimizes the opportunity for all inbound calls to connect  
across the LAN if required.  
Auto Attendants  
There are a total of 9 Auto Attendants that are shared by all units on the  
LAN. When an Auto Attendant is recorded on any unit, it is then  
automatically copied to all other units on the LAN. This design minimizes  
LAN traffic and also provides functionality back-up in case a unit or units  
have ‘disappeared’ off the network (adapter unplugged, LAN connection  
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disconnected, LAN failure etc.). In this event, all units can still answer  
inbound calls with the same Auto Attendant messages).  
Voicemail  
All Local Extension and Remote Extension Voicemail data is stored on the  
unit where the extensions normally reside. For example, all greetings,  
directory names and voicemail messages for extensions 121-128, 221-228 and  
mailboxes 420-429 are stored on the TalkSwitch with Unit ID 2. If a unit is  
completely filled with voicemail messages, new messages will not be stored  
on other units. The system will simply not accept anymore messages for  
mailboxes belonging to that unit. If you need more memory, TalkSwitch  
Memory Cards can be purchased from your reseller. You can also use the  
Voicemail Memory Manager to view the memory usage of each TalkSwitch unit  
and each mailbox.  
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C H A P T E R 2  
TALKSWITCH CONFIGURATION  
2.1 INSTALL THE TALKSWITCH  
CONFIGURATION SOFTWARE  
Insert the TalkSwitch CD into your CD drive. The Install program starts  
automatically.  
If you prefer to use Windows Explorer:  
Double-click the My Computer icon.  
Double-click the CD-ROM/DVD drive.  
Double-click the Startscreen.exe file.  
Follow the instructions on the screen.  
Important: The latest version of the TalkSwitch software can also be  
downloaded from the TalkSwitch website  
http://global.talkswitch.com. Select the country or region.  
Configuration software system requirements:  
PC running Windows XP/2000  
120 MB free hard disk space  
128 MB RAM  
An available USB or Serial port (for 24 models)  
An available Ethernet port (for 48 models)  
800 x 600 minimum video resolution  
If you are having problems retrieving the settings from TalkSwitch, please  
check Appendix A: Help and Troubleshooting.  
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Note: If your TalkSwitch is already connected with a USB cable,  
disconnect the unit before you install/upgrade software. Reconnect the  
USB cable to TalkSwitch when the configuration software is installed.  
2.2 RUNNING THE TALKSWITCH SOFTWARE  
After the installation is complete, double-click the TalkSwitch icon. If  
TalkSwitch is currently connected to the same network as your PC, the  
configuration software detects and retrieves the settings from TalkSwitch  
automatically. If TalkSwitch is not yet connected, or is connected via the USB  
or Serial port, the following screen displays with different configuration  
options.  
TalkSwitch without a LAN port  
TalkSwitch with a LAN port  
Connection Type:  
Serial  
Select when a serial cable is used to connect the system to a PC.  
Serial is only supported with models equipped with Serial port  
(Serial cable must be purchased separately)  
Ethernet  
USB  
Select when system is connected to PC over a LAN. Ethernet is  
only supported with models equipped with a LAN port.  
Select when a USB cable is used to connect the system to a PC.  
(USB cable is supplied with units not equipped with a LAN port)  
Internet  
Select when system is connected to over the Internet and the  
required router ports has been opened to allow remote access to  
the system Internet (supported by models equipped with a LAN  
port)  
File  
Select to edit a configuration file saved on the PC.  
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Button — Restore Firmware  
This button is only available/active if a firmware update has failed. Click it  
to start the TalkSwitch Firmware Update procedure and follow the  
instructions. For information on Firmware updates, refer to section 3.8 —  
Upgrading the TalkSwitch Software and Firmware.  
2.3 SYSTEM CONFIGURATION  
2.3.1 The configuration screen  
The configuration screen consists of the following parts:  
X
Z
Y
[
\
1. Menu Items  
2. Configuration Navigation (expandable): Controls the display in the  
configuration window  
3. Configuration Window: Displays configuration information and  
TalkSwitch image.  
4. View System Information:  
Click this link to view each TalkSwitch unit’s MAC address, IP address,  
hardware version and firmware version.  
5. Region: Indicates the region where TalkSwitch is intended to operate  
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Note: Context sensitive help information is available for each option in  
the configuration software. Rest your mouse cursor over any control for a  
second or two and the information related to that control pops up.  
2.3.1.1 File Menu  
Open...  
Opens existing configuration files from the PC. Default  
configuration files are included with the software.  
TalkSwitch backs up to a file called “LastSavedConfig.dat”  
every time you save settings to TalkSwitch.  
Save to  
Saves the current configuration to TalkSwitch.  
TalkSwitch  
Save to  
File...  
Saves the current configuration to a file.  
Exit  
Closes the Configuration.  
Retrieve  
Settings  
Retrieves settings from TalkSwitch connected to the PC.  
Update  
This action updates the firmware. For more details on  
Firmware.... upgrading the TalkSwitch Firmware, see section 3.8.  
2.3.1.2 View Menu  
Tool Bar  
Toggles the toolbar on/off  
Status Bar  
Toggles the status bar on/off  
2.3.1.3 Tools Menu  
Memory  
Voicemail: Displays a dialog box showing internal memory  
Usage  
usage for Voicemail messages.  
Auto Attendant: Displays a dialog box showing internal  
memory usage for Auto Attendant messages.  
Voicemail  
Manager  
Displays a dialog box with options to check the status of all  
Voicemail, delete a mailbox password and reset mailboxes to  
factory default.  
Terminal  
Window  
Displays a command line interface. This option is useful for  
troubleshooting in conjunction with technical support.  
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Call Logging Real-time to Serial Port: TalkSwitch can output call detail  
Output records to a PC connected to a Serial port.  
Store to file on TalkSwitch: TalkSwitch can store call detail  
records to a file stored on TalkSwitch. This file can be  
viewed/retrieved from a web browser.  
Defaults  
Select this option to reset the current page or the entire  
configuration back to defaults.  
Reboot  
TalkSwitch  
Prompts you to save the configuration. The reboot takes 25  
seconds.  
2.3.1.4 Help Menu  
To access TalkSwitch documents in PDF format (user guides, quick guides,  
references etc.), go to:  
Start Menu > Programs > TalkSwitch > Documentation.  
About  
Displays the TalkSwitch software version number,  
TalkSwitch firmware version number and Copyright  
information.  
TalkSwitch  
Configuration  
Utility...  
Support on the  
Web...  
Launches your browser and links you to our support  
site.  
2.3.2 Configuration Navigation  
The Configuration Navigation organizes all the configuration topics within  
folders. The following is a brief description of each configuration folder:  
About  
TalkSwitch  
This link displays version information about the TalkSwitch  
software. It also displays new voicemail messages, the time  
and date and the current mode.  
System  
This folder allows you to configure the system setup.  
Information (i.e. activates lines, extensions, VoIP, music-on-hold).  
Voicemail  
This folder allows you to configure each individual voice  
mailbox and some global settings for the voicemail  
system.  
Call  
Handling  
This folder allows you to configure how to handle incoming  
calls. It allows you to setup your Auto Attendants and  
individual call handling for each line and distinctive ring  
number for both operating modes.  
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Call Back/  
DISA  
Configure TalkSwitch’s Call Back and DISA features in this  
folder. Both of these features reduce your  
company’s long distance expenses.  
Options  
Configure advanced settings In this folder (audio controls,  
troubleshooting and various operating options).  
Note: Specific details describing the configuration for the use  
of features related to the TalkSwitch in a networked  
configuration, are preceded by the icon below. If you have a  
single Talkswitch, you can skip these sections in the guide.  
2.3.2.1 Configuration considerations connecting multiple units to a LAN  
When two or more units are connected to a LAN and are set up for network  
use, you can configure all the connected units via the Serial or the USB port  
to one of the TalkSwitch units, or to a PC connected to the same LAN as the  
TalkSwitch units.  
When two or more TalkSwitch units are connected to the same LAN, they are  
designed to act like a single phone system. For example, if you have two  
TalkSwitch units with LAN ports connected on the same LAN, the system will  
function as a single system supporting 8 PSTN lines, 16 local extensions and  
16 remote extensions.  
Notice that on some configuration pages, there are up to 4 tabs across the  
top. They allow you to select the TalkSwitch in the group.  
Note: Specific details describing the configuration or the use  
of features related to the TalkSwitch models with VoIP lines,  
are preceded by the VoIP icon. If you have a TalkSwitch  
without VoIP, you can skip these sections in the guide.  
2.3.3 System Information  
Click the  
next to System Information to expand it. Each item is described  
in the 2.3.3 sub-paragraphs.  
Note: The configuration screens may slightly vary by model.  
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2.3.3.1 Administration  
This screen allows you to assign a System name and Administrator password  
for TalkSwitch. The Administrator password gives access to all configuration  
options. The password that is entered is used at configuration start-up and  
throughout Touch Tone configuration.  
System Name:  
For tracking purposes, a system name can be assigned.  
System  
Password:  
To activate the use of a system password, enter a 4- to  
8-character numeric password. The password is also used  
to gain access to the system using a touch-tone phone.  
If you do not want a password leave the field blank. To  
delete a password, enter the existing password. Click on  
the password field again but do not enter anything and  
click ‘Ok.  
For TalkSwitch models with VoIP lines, the system name  
or extension names can be used to appear as Caller ID  
information for all outgoing VoIP calls.  
Note: Sections 2.3.3.2 and 2.3.3.4 only apply to models with a LAN port.  
Owners of models without LAN ports can go to section 2.3.3.5 —  
Telephone Lines.  
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Note: An administrator password must be set to avoid unauthorized  
access to system configuration, including external access to system  
commands.  
Location Settings  
Subject to the system model, a Location field may display in the System  
Information Administrator screen. If the field is shown, set it to the  
country where the system is being used. If different service providers are  
identified for the country, select the service provider to which the system’s  
telephone lines will be connected. Note that setting or resetting this  
parameter will change the system setting to the default values required for  
the country or service provider. The Location setting is shown in the  
bottom right hand corner of all configuration folder windows. If the  
Location field is not available on the Administrator page, the system is  
preconfigured for the location shown in the bottom right hand corner of  
the window.  
2.3.3.2 IP Configuration  
This section applies to models with a LAN port when VoIP or remote  
configuration will be used. There are two methods of configuring the IP  
settings: automatic and manual.  
Configure TalkSwitch IP settings:  
Click on System information (to expand)  
Click IP Configuration.  
The Radio button Obtain IP and DNS information automatically” is selected.  
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System IP Settings section  
If you have a DHCP (Dynamic Host Configuration Protocol) server and your  
TalkSwitch unit(s) is (are) connected to the LAN, all fields are filled with the  
correct information.  
Public WAN IP Address  
Type of public WAN IP address for Internet Connection:  
Select dynamic if your public IP address is a dynamic IP address from  
your Internet Service Provider (ISP). If you are unsure if your connection  
is dynamic or static, leave this option set to ‘dynamic. When set to  
dynamic, TalkSwitch checks your public IP address every 5 minutes. If it  
changes, TalkSwitch automatically updates to the correct information to  
manage VoIP calls properly.  
Current public WAN IP address  
When you select the public IP address type ‘dynamic’, this entry shows  
the current public IP address and is not editable. If the public IP address  
is ‘static’, you enter it here.  
Public WAN IP address-checker server name  
When you select the public IP address type ‘dynamic’, this entry shows  
the current server name for the IP checker utility. If the public IP address  
type is ‘static’, no information is required. The default location is  
checkip.talkswitch.com. There is an IP checker application running on  
the server that responds to requests from TalkSwitch units for the public  
IP address at its location.  
Fully Qualified Domain Name  
A Fully Qualified Domain Name (FQDN) is required if this location acts as  
the SIP Server and does not have a static public IP address from your  
service provider. You can obtain FQDNs for free at www.dyndns.org.  
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Download one of the applications specified on the site. It needs to run on  
a PC connected to the same LAN to update the DNS servers.  
The radio button ‘Use the following IP and DNS information’ is selected  
System IP Settings section  
If there is no DHCP server present, the following fields need to be completed  
if you plan on using the VoIP capabilities of the TalkSwitch.  
Unit n IP Address:  
Assign an available static IP address to each TalkSwitch unit, where ‘n’  
refers to the unit ID (1-4). If you use a DHCP server, you need to reserve  
an IP address for each TalkSwitch unit. To reserve an IP address, you need  
the MAC address of each unit. See section 2.3.2.1 for details on checking  
the MAC address.  
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Subnet Mask:  
Enter the subnet mask for the LAN. If you have a DHCP server running,  
this information is obtained automatically.  
Default Gateway:  
Enter the IP address of the gateway on your network. A gateway is a  
hardware device (i. e. router/NAT) that connects the office network to  
the Internet. The gateway allows you to share a DSL, cable modem or  
other Internet connections with all of the computers and IP devices in  
your office network.  
Preferred DNS Server:  
Enter the preferred DNS server’s IP address. This is also known as the  
primary DNS server. DNS is a Service that maintains information about a  
portion of the Domain Name System (DNS) database and responds to DNS  
queries for determining an IP address resolved from a Domain Name. For  
more information about DNS, see Chapter 5: VoIP Information.  
Alternate DNS Server:  
Enter the alternate DNS server’s IP address if applicable. This is also  
known as the secondary DNS server.  
Public WAN IP Address (see previous section)  
2.3.3.3 VoIP Configuration  
This section deals with configuring your TalkSwitch for VoIP.  
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Expand the System Information folder and click VoIP Configuration.  
In the “TalkSwitch Profile” tab  
TalkSwitch has a built-in SIP Server Proxy/Registrar/Redirect server. This  
facilitates the configuration and maintenance for multi-branch and  
teleworker applications. One location needs to be assigned as the SIP Server  
to manage call requests between VoIP locations and the other locations need  
to register with the SIP Server location.  
To facilitate calls between TalkSwitch locations, we recommend that you use  
TalkSwitch location codes 250-299 as phone numbers for each of your VoIP  
numbers. Do not assign duplicate numbers between any two locations.  
This TalkSwitch location is the Proxy/Registrar:  
If this location is designated to be the Proxy/Registrar Server, check this  
box. When it is enabled and other SIP devices are registered with this  
system, any calls made within the group contact this device to resolve the  
destination location. Once the destination is resolved, the call is made  
directly from the source location to the destination location.  
The TalkSwitch Registrar supports Digest authentication. The Digest  
mechanism is a challenge/response protocol in which the client presents  
its credentials in response to a challenge from the server. This method of  
authentication is very secure. To enable authentication, select ‘yes  
(digest)’ from the drop-down list under Registrar Authentication.  
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Proxy Server Name:  
If this location is acting as the Proxy Server, it is filled in automatically.  
If this location is not the Proxy Server, then enter the IP address or  
domain name associated to the Proxy Server. If the Server is using a  
different port number than the default, specify the port number after a  
colon at the end of the domain or IP address.  
Example 222.234.432.234:5061  
Registrar Server Name:  
If this location is acting as the Registrar Server, it is filled in  
automatically. If this location is not the Registrar Server, enter the IP  
address or domain name associated to the Registrar Server. If a VoIP  
enabled TalkSwitch unit is acting as the Server, both, the Proxy Server  
Location and Registrar Server Location fields should have the same  
information. If the Server is using a different port number than the  
default, specify the port number after a colon at the end of the domain  
or IP address.  
Example VoIP .domain.com:5061  
Outbound Proxy:  
If TalkSwitch is being provisioned with a VoIP Service Provider, enter the  
Outbound Proxy associated with the Service Provider.  
Realm/Domain:  
If this location is the Proxy/Registrar, you can assign a realm/domain  
name to this unit. (for example, ‘domain.com’). Note: This field is only  
required when TalkSwitch is being provisioned with a VoIP service  
provider. In this case, enter the realm/domain associated with the  
service provider. If this unit is not the Proxy/Registrar, it must have the  
same realm as the Registrar Server.  
User Name and Password Section  
User/Account:  
If this location is the Proxy/Registrar and you have enabled  
authentication, assign a User/Account name to this unit that will be  
required by all other locations for registration purposes. If this unit is  
not the Proxy/Registrar and if authentication is required, it must have  
the same User/Account name filled in as the Registrar Server.  
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Password:  
If this location is the Proxy/Registrar and you have enabled  
authentication, assign a password to this unit. This password is required  
by all other locations for registration purposes. If this unit is not the  
Proxy/Registrar and authentication is required, it must have the same  
password as the Registrar Server.  
VoIP Numbers  
TalkSwitch offers the flexibility to share VoIP numbers with the TalkSwitch  
network and a Service Provider. You can reserve lines for use with one or the  
other depending on requirements.  
VoIP numbers available for use with the TalkSwitch network:  
By default, there are no restrictions on VoIP number use between the  
TalkSwitch and Service Provider profiles. If you need to give priority of  
availability to calls being placed in/out of this location on the TalkSwitch  
VoIP network, select an upper limit for the number of lines.  
Maximum number of VoIP numbers for incoming calls:  
The maximum number of VoIP numbers available is determined by how  
many lines are available (shared) with the TalkSwitch VoIP network. For  
business reasons, you might want to make all lines available for incoming  
calls and restrict the number of lines used for outgoing calls.  
Maximum number of VoIP numbers for outgoing calls:  
The maximum number of VoIP numbers available is determined by how  
many lines are available (shared) with the TalkSwitch VoIP network. For  
business reasons, you might want make all lines available for incoming  
calls and restrict outgoing calls so that the likelihood of incoming calls  
being missed.  
View Registrar Entries (button)  
If this location is the Registrar Server, click this button to view which  
systems are registered with the Registrar Server.  
View Registration Status (button)  
Click this button to view whether or not this system is registered with the  
designated Registrar Server.  
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In the “Service Provider Profile” tab  
A VoIP enabled TalkSwitch can register with VoIP service providers to support  
calls using their service. Check with TalkSwitch for the list of Service  
Providers that support TalkSwitch inter operability.  
Service Provider Name:  
Enter the name for your VoIP service provider. The name will be displayed  
elsewhere in the configuration software in areas related to VoIP service.  
Proxy Server Name:  
Enter the IP address or domain name associated with the Proxy Server. If  
the Server is using a different port than 5060, specify the port number  
after a colon at the end of the domain or IP address.  
Example, 222.234.432.234:5061  
Registrar Server Name:  
Enter the IP address or domain name associated with the Registrar  
Server. If the Server is using a different port number than 5060, specify  
the port number after a colon at the end of the domain or IP address.  
Example, VoIP.domain.com:5061  
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Outbound Proxy:  
Enter the Outbound Proxy (if required) associated with the Service  
Provider.  
Realm/Domain:  
Enter the Realm/Domain (if required) associated with the Service  
Provider.  
VoIP numbers  
The descriptions for the VoIP numbers under the TalkSwitch Profile tab are  
the same for the items below.  
VoIP numbers available for use with this Service Provider:  
Maximum number of VoIP numbers for incoming calls:  
Maximum number of VoIP numbers for outgoing calls:  
View Registration Status (button)  
Click this button to view if this system is registered with the designated  
Registrar Server.  
2.3.3.4 PSTN analogue telephone Lines  
To configure telephone lines go to the System Information and Telephone  
Line folder. Select the tab for the telephone line to be configured. “Line  
Detected” shows if the telephone line was detected when the system  
configuration was last retrieved. To update the detected status select File  
and Retrieve Settings from the menu. Save any changed settings before  
retrieving the system’s current settings.  
Note: If the units are networked, you need to configure the options for  
all the units. At the top of the window, select the tab for each TalkSwitch  
unit (labeled ‘TalkSwitch 1’, ‘TalkSwitch 2’, etc....) and follow the  
instructions below.  
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In the “Phone numbers” section  
Click on Activate Line to enable the telephone line port. Enter the normal  
telephone number for the telephone line as the Main Number.  
If your are using a Distinctive Ringing service for alternative telephone  
numbers from your telephone service provider check either Distinctive Ring  
1 or Distinctive Ring 2 as required and enter the matching telephone  
numbers. When incoming calls are detected with these distinctive ringing  
patterns they will be handled as separate telephone lines and can be setup  
with different call handling (e.g. routed to a FAX machine at specific  
extension).  
The distinctive ringing patterns are as follows:  
Distinctive Ring 1 Two ring bursts per cycle of ringing (where normal  
ringing is a single ring burst per cycle); OR a single  
ring burst per cycle of ringing (where normal ringing  
is two ring bursts per cycle of ringing)  
Distinctive Ring 2 Three ring bursts per cycle of ringing  
In the “Telephone company services” section  
Select any of the telephone company services that have been activated on  
the telephone line. See Appendix B for details of compatibility with  
telephone company services.  
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3-Way Calling/Conference  
TalkSwitch can work with a service to forward calls to Remote Extensions or  
other external phone numbers while using the same line (Same Line  
Connect). You can use this service as an option for bridging calls to  
external numbers when calling into TalkSwitch from the outside. If you  
find that you are having difficulties with line volume levels when  
forwarding calls to Remote Extensions or using DISA, use 3-way calling to  
forward calls.  
Transfer and Clear (Centrex/Plexar transfer)  
TalkSwitch can clear the line after forwarding a call to a Remote Extension,  
if your telephone line supports this feature. If you enable this feature  
without having the service, callers are disconnected when TalkSwitch  
attempts to forward their call to the Remote Extension.  
Call Waiting  
Check this box if you have a Call Waiting service on the current line. It is  
strongly recommended that you remove this service from your line(s), since  
there is no way for TalkSwitch to answer a second call on the same line  
while it is handling the first call. You may want to consider adding the  
Hunt/Rollover service to your lines instead.  
Caller ID  
Check this box if the current line provides Caller ID information. TalkSwitch  
will pass along the Caller ID information to the selected extensions. Also,  
TalkSwitch can use the time information provided by Caller ID to update  
TalkSwitch’s internal clock.  
Telephone Company Voicemail  
Check this box if you are subscribed to a Telephone Company Voicemail  
service.  
Hunt/Rollover/Busy Forwarding  
Check this box if the current line is associated with a Line Hunt or Line  
Rollover service from the Telephone Company. In general, any lines that  
belong to a Hunt/Rollover group should be configured to handle calls the  
same way.  
Note: Section 2.3.3.5 only applies to models with VoIP trunks.  
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2.3.3.5 VoIP Numbers  
The VoIP enabled TalkSwitch unit supports 4 VoIP lines per unit. Up to 12 VoIP  
phone numbers can be assigned for each unit so that unique call handling  
scenarios can be configured for up to 12 numbers. For example, you might  
assign a general number for customers to reach the main Auto Attendant  
greeting and configure up to 11 other numbers so that the inbound calls ring  
straight through to specific extensions in the office.  
Activate phone numbers as required. If you had previously assigned numbers  
in the first slot for each of the VoIP numbers and performed a firmware  
update, the new layout will place these numbers in VoIP slots 1,4,7 and 10.  
Phone numbers need to be associated with the TalkSwitch network or a  
Service Provider network.  
In the “TalkSwitch Profile” section:  
All VoIP numbers are active when the system is first configured. Phone  
numbers need to be assigned so that inbound VoIP calls can be handled  
according to the configuration parameters set for VoIP numbers under the  
Call Handling section 2.3.5. Phone numbers can be one or more digits in  
length.  
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Phone numbers 250-299 have special functionality with TalkSwitch. These  
numbers can be dialed directly from any extension or Auto Attendant and  
are routed automatically via VoIP to the destination with the number  
assigned to one of its ports. Part of the role of an administrator is to keep  
track of all phone numbers assigned to each location to prevent duplicate  
numbers in multiple locations. We recommend that you use these numbers as  
it will facilitate calling from extensions and the Auto Attendants.  
In the “Service Provider Profile” section  
All VoIP numbers are active when the system is first configured. Phone  
numbers need to be entered exactly as provided by the Service Provider. For  
the United States and Canada, the Country code is 1. Enter the area code and  
phone number.  
Enter a Username and Password. Every phone number has a unique Username  
and Password.  
2.3.3.6 Line Hunt Groups  
There are a total of 9 Line Hunt Groups that control outbound call line  
selections. These Line Hunt Groups are used by the Local and Remote  
Extensions and the DISA feature. Each Hunt Group can support several line  
choices and attempt to use an available line in the order that they are listed  
(Lines to Hunt) for that Hunt Group. These settings have no effect on  
incoming calls.  
Default setup:  
Hunt Group 9:  
Hunt Group 81:  
Hunt Group 82:  
Hunt Group 83:  
Hunt Group 84:  
Hunt Group 88:  
selects any available telephone line  
selects telephone Line 1  
selects telephone Line 2  
selects telephone Line 3  
selects telephone Line 4  
selects any available VoIP number (only applies  
to units with VoIP trunks)  
Select a Line Hunt Group and enter a unique name to identify this Hunt  
Group elsewhere in the configuration software.  
Under ‘Set Line Hunt Group’, select the Line Type. If you wish to use this  
Hunt Group to access telephone lines, select ‘Phone Lines. To use this Hunt  
Group to access VoIP numbers, select ‘VoIP numbers.  
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Under ‘Set Line Hunt Group’, select the lines you wish to add to the Hunt  
Group by checking the box next to the line.  
Note: If multiple TalkSwitch units are connected to the LAN,  
a check box is enabled, so that outbound calls always hunt  
the lines on the unit where the extension is connected. This  
minimizes network traffic between units.  
2.3.3.7 Automatic Route Selection and Toll Restriction  
Automatic Route Selection (ARS) allows outgoing calls to be redirected to  
different telephone lines or VoIP trunks and hence network operators based  
on the leading digits dialed to access geographical areas, mobile operators or  
services. For example, use this feature to block all long distance calls or  
redirect long distance calls to VoIP.  
Toll Restriction allows calls to be blocked based on the geographical area  
code, mobile operator, service number or access code dialed.  
The Automatic Route Selection (ARS) table is programmed by the system  
administrator with the leading digits of calls to be re-routed or blocked.  
TalkSwitch routes outgoing calls through Line Hunt Groups to telephone  
lines or VoIP trunks, dialing the outgoing Line Hunt Group access codes “9”  
or “81” to “88” or directly when Direct Line access is enabled on an  
extension. When ARS is activated for any Line Hunt Group and the caller has  
dialed, their dialed digits are compared to the leading digit entries in the  
Automatic Route Selection (ARS) table.  
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The comparison is based on finding the maximum number of leading digits  
that match. If a match is found the call follows the action specified in the  
ARS table. The action can be to block the call with an announcement or  
re-route it to an alternative Line Hunt Group. The Line Hunt Groups are setup  
to direct calls to specific telephone lines or VoIP trunks connected to  
different network service operators. If there are no matching entries in the  
ARS table, the call proceeds without any redirection or restriction to the Line  
Hunt Group whose access code was originally dialed by the caller or specified  
for direct line access.  
Planning Automatic Route Selection and Toll Restriction  
Identify the leading digits of the numbers for the calls to be routed or  
blocked.  
Identify which telephone lines and VoIP trunks are connected to different  
networks and services.  
Identify which extensions’ calls you wish to route or block.  
Configure Line Hunt Groups (also, see section 2.3.3.6)  
Ensure that the Line Hunt Groups are configured.  
In the TalkSwitch Configuration software, click System Information ->  
Line Hunt Groups. We recommend that each network service provider’s  
telephone lines or VoIP trunks are assigned to a separate line hunt group.  
You can define a name for each line hunt group and adjust the order in which  
the telephone lines will be used for outgoing calls.  
Type a name into the Line Hunt Group name: field (up to 20 characters).  
Click the check box next to the lines you wish to include in the line hunt  
group.  
Click/highlight the telephone line you wish to move.  
Click the Move Up or Move Down button to reflect the desired selection  
order.  
Overflow calls to another network when preferred lines are busy  
Calls can overflow to an alternative network operator’s lines when the  
preferred lines are busy. For example, if the first two lines are reserved for  
local calls and both those lines are busy, you can allow outgoing calls on the  
next line, even thought that line might be your preferred long-distance  
connection.  
Click the check box next to the line(s) where you want the calls to  
overflow if the preferred lines are busy.  
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If necessary, click Move Up or Move Down to change the order of the  
lines.  
Entering Leading Digits and Assigning Actions  
What are leading digits?  
Leading digits are the first digit or first several digits of an international  
access code, country code, area code or phone number.  
Leading digits can be anywhere from 1–11 characters.  
Leading digits can include numeric characters 0–9 and *.  
The leading digit for long-distance is ‘1. As soon as you dial ‘1xxx-xxx-xxxx’,  
the system recognizes that you are making a long-distance call.  
To place an overseas call, you would dial ‘011’, followed by the country code,  
the area code and the phone number (i.e. 011 xx xx xxx-xxxx). Once you  
dial ‘011’, the system recognizes that the caller is placing an overseas call.  
‘011’ are the leading digits.  
ARS will route or block calls according to the leading digits you define and  
the actions you chose in the TalkSwitch Configuration under System  
Information -> Auto Route Selection.  
Enter the leading digits you wish to route or block in the Leading Digits  
field.  
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Select the desired Action (route to a specified line hunt group or block  
calls) from the corresponding pull-down list.  
Note: The entries that you specify for ARS match the dialed digits with  
the longest leading digits entry. If the numbers dialed match the digits  
that you specified in table shown above, the call is routed to a line hunt  
group or blocked according to the Action you selected.  
Example:  
If you dial ‘9’ followed by a phone number that does not start with ‘1’,  
‘01’ or ‘01161’, you access an outside line. The number is automatically  
routed according to the configuration of line hunt group 9.  
If you dial ‘9’ followed by ‘1’, a 3-digit area code and  
a 7-digit number, you access a line for long-distance calls in North  
America, as defined in line hunt group 82.  
If you dial ‘9’ followed by ‘01’, the call is blocked. At the extension, you  
hear a prompt stating "You are not permitted to dial this number" and  
then a normal dialtone.  
If you dial ‘9’ followed by ‘01161’, an area code and a phone number,  
you access a line for calls to Australia, as defined in line hunt group 83.  
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Set Local Extension Hunt Group Access  
By default, all line hunt groups for each local extension are enabled. If you  
wish to restrict access to some line hunt groups, you need to disable the line  
hunt groups at the local extension.  
Open the TalkSwitch Configuration software.  
Select System Information  
Click on Local Extensions.  
Click the Hunt Group Access button.  
Remove the check mark (by clicking it) next to the line hunt groups you  
do not want to allow for that local extension.  
Repeat these steps for all your local extensions. When you allow access to line  
hunt groups that have ARS activated, the calls are routed through ARS  
Direct Line Access  
If you enable Direct Line Access on an extension, calls placed from that local  
extension are routed to the line hunt group you designated. If ARS is enabled  
on that line hunt group, the calls are routed through ARS.  
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Additional Notes  
Emergency Access Numbers  
The emergency access numbers, shown in the Emergency Service Section  
of the ARS configuration window, are always allowed through ARS, even  
if the line is blocked. These numbers are dependant on the region and  
change based on the country/location settings.  
Password Protection  
We recommend that the administrator’s password protection is enabled  
when you use automatic route selection and toll restriction. Enable the  
password protection in the TalkSwitch Configuration software under  
System Information -> Administration.  
Enter a 4–8 character numeric password.  
Telephone Line Three-Way Calling Services  
The use of the telephone company's three-way calling service is not  
recommended when ARS is used. The TalkSwitch ARS has no control over  
routing of calls through this feature.  
Call Detail Record Logging (CDR)  
You can retrieve the records generated by the calls that are made through  
the TalkSwitch system. Please refer to Call Detail Record Logging  
TalkSwitch Quick Guide.  
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Automatic Route Selection Examples  
Blocking international calls, with exceptions  
Leading Digits Action  
Objective  
00  
00  
Block Calls  
International calls are restricted.  
Hunt Group 81 North American calls are allowed.  
08  
Hunt Group 81 Redirect calls to mobile operators with  
access codes 08 to different line, that may  
be equipped fixed GSM phone services.  
Call Redirection Advisory: Use of the Automatic Route Selection and Toll  
Restriction features does not imply any guarantee whatsoever by  
regulatory authorities, your network operator(s), TalkSwitch or its  
distributors and resellers, with regard to the accuracy of these features  
and that the use of such a features may not be accepted by the network  
operator in any disputes which may arise regarding the accuracy of any  
subscriber’s telephone account.  
2.3.3.8 Fax Information  
If you have a dedicated fax line or a Distinctive Ring number for a fax ma  
shine associated with a line, choose the fax number in the list. If you don’t  
have a line dedicated for inbound faxing, select ‘None.  
If you do not see your fax number in the list, make sure you have activated  
the appropriate line or Distinctive Ring number in the TalkSwitch  
Configuration software, under System Information -> Telephone Lines.  
Select the extension number where you have your fax device connected. For  
example, if you have your fax machine connected to E8 on the rear of  
TalkSwitch unit 1, select extension number 118.  
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Note: If your fax machine is connected to E8 on a TalkSwitch with Unit  
ID 2, the fax extension number is 128. If you have a dedicated fax line or  
number, your fax machine should be connected to an extension port on  
the same TalkSwitch unit where the fax line/number is connected.  
By default, when both, a dedicated line and fax extension have been  
selected for the first time, the software automatically configures the  
incoming call handling properties for that line to ring only the fax  
extension that you have specified.  
2.3.3.9 Local Extensions  
Local Extensions are phones or devices connected to any of the extension  
ports at the back of TalkSwitch. See sections 1.3 and 1.4 for more details on  
connectivity.  
Note: If you have multiple units configured together on the same LAN,  
each unit has a separate tab at the top of the folder. Local extensions are  
numbered 1nx, where n is the number of the unit on the LAN and x is the  
extension.  
Select the extension(s) you wish to configure.  
Local Extensions are activated with the associated Voice mailbox by default.  
Voicemail boxes for each Local Extension can be de-activated in the  
Voicemail section in the System Information folder.  
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Caller ID Information section  
Last Name/First Name:  
Enter the first and last name of the person associated with the  
extension. The last name is required if the person is included in the ‘Dial  
by Name’ directory listing used by the Auto Attendant. The person using  
that extension must also record their name for the directory by following  
the instructions below the name fields. The name entered displays on the  
Caller ID of other Local Extensions during intercom calls.  
For TalkSwitch VoIP calls, use: [this number]  
Select the number you want to display at the remote location when VoIP  
calls are placed from this extension. If ‘Default VoIP Number’ is selected,  
the phone number associated with the outgoing VoIP port is used. This  
selection makes the most sense if your VoIP numbers have been  
configured to handle all inbound calls in the same way.  
For [Service Provider] VoIP calls, use: [this number]  
Select the number you want to appear at the remote location when VoIP  
calls are placed from this extension. If ‘Default VoIP Number’ is selected,  
then the phone number associated to the outgoing VoIP port will be  
used. This selection makes the most sense if your VoIP numbers have  
been configured to handle all inbound calls in the same manner.  
Phone Type  
If you have a TalkSwitch phone set connected to this extension, then select  
the model of phone. TalkSwitch sets have some integrated features that will  
not work unless the proper phone is specified. Features include intercom  
paging and group paging over the speaker on the TS-200, TS-400 and TS-600  
phones and message waiting counter.  
The models of telephone sets available will vary by market.  
Direct Line Access (button)  
Direct line access allows you to configure the extension to access a specific  
Hunt Group automatically for outbound calls when the extension goes off  
hook. For example, you may have a fax machine connected to this extension  
and don’t want to reprogram the speed dial phone numbers. In this case, you  
select ‘Direct line access’ and choose the appropriate Hunt Group. As soon as  
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the fax goes off hook, TalkSwitch hunts the specified lines for an available  
line. This feature allows users to avoid dialing extra digits to access a line.  
Warning: When using Direct Line Access, the telephone company line dial  
tone is first available when you pick up the handset. The following  
features are only available from the TalkSwitch internal dial tone:  
Intercom Calling,  
Hold Retrieve,  
Line Hunt Groups,  
Voicemail Retrieval/Access,  
Call Pick Up,  
P.A. Access,  
Parked Call Retrieval,  
Do Not Disturb functions and  
entering Command Mode.  
To obtain an internal dial tone at an extension which has Direct line  
Access enabled, dial Recall after going off hook.  
Hunt Group Access (button)  
This is used if you want to permit or restrict specific Hunt Group access to  
the extension. Click the button and organize the appropriate line Hunt  
Groups that are permitted for this extension (by default, extensions have no  
restrictions).  
2.3.3.10 Remote Extensions  
With TalkSwitch’s Remote Extensions, you can have calls forwarded directly  
from your office to any phone number you choose. Your cell phone, pager or  
any out-of-office number becomes a ‘Remote Extension’ of your office  
system. You can choose to screen callers. If you are unavailable or choose not  
to accept calls, they can be transferred back to your office (e.g. to voicemail  
or another extension), or, forwarded to another out-of-office telephone  
number (e.g. to a business partner’s cell phone) depending upon the Call  
Cascade configuration.  
For details on how to use Remote Extensions, see sections 3.3.1 and 3.3.2.  
Once your remote extensions are configured, calls can be forwarded by the  
Auto Attendant or transferred by someone in your office by dialing the  
Remote Extension number. There are 8 Remote Extensions available per  
TalkSwitch unit.  
Note: If a TalkSwitch has Unit ID 2, the Remote Extension numbers are  
221–228. Unit ID 3 has remote extensions 231-238 and Unit ID 4 has  
241-249.  
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Choose a Remote Extension to configure. You must enter a phone number in  
order for the extension to be considered active by the system.  
Last Name/First Name:  
Enter the first and last name of the person associated to the extension.  
The last name is required if the person is to be included in the ‘Dial by  
Name’ directory listing used by the Auto Attendant. The person using  
that extension must also record their name for the directory following the  
instructions listed below the name fields.  
Forwarding Information  
Remote phone number:  
Enter the phone number of the Remote Extension (no specific prefixes are  
required other than area codes for long-distance calls). Enter the number  
the same way you are dialing it from a regular phone. You may use digits  
#
0–9, space, comma, dash,  
and  
.
*
Connect using:  
Select the line Hunt Group that TalkSwitch will use to connect the  
Remote Extension. This is an advantage if you have an inexpensive long-  
distance plan set up for the lines in Hunt Group 84. You may want to use  
this Hunt Group for your long-distance Remote Extensions.  
Use Same Line Connect  
Check this box to allow incoming calls to use the same line of the original  
incoming call when forwarding it to the Remote Extension. This feature  
allows only one line to be used when forwarding incoming calls to a  
Remote Extension. It can only be used when the line of the originating  
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incoming call has 3-Way Calling/Conference or Transfer service (Centrex/  
Plexar). If the line does not have any of these services, the call will be  
forwarded using the Hunt Group chosen in the “Connect using:” section.  
If you have a ‘Transfer and clear’ service on your line(s) and want to have  
TalkSwitch clear lines after forwarding calls to Remote Extensions, you  
need to enable ‘Clear telephone line after call transferred’ in the Transfer  
Options page under ‘Options. If your service requires the remote end to  
answer the call before the transfer can be made, use the ‘play accept/  
reject prompt’ or ‘play caller’s name first’ screening option set on the  
‘Answered at ext.in the Remote Extension section under Call Handling.  
Check with your telephone company if you are uncertain which setting  
works best for you.  
Note: Remote Extensions do not have the ability to transfer calls manually  
when using ‘Same line Connect.  
Note: When using Same line Connect, callers hear silence while they are on  
hold. The callers are on hold at the Telephone Company and not at  
TalkSwitch. If you want callers to hear music while they are on hold for calls  
forwarded to Remote Extensions, do not use Same line Connect. It is best to  
experiment with different settings in order to decide what works best for  
your configuration.  
Note: Remote extensions are designed to operate when the extension is on  
the network of local major telephone service providers. The feature may not  
function correctly with some telephone and mobile operators’ networks,  
especially for international telephone numbers and mobile phones when  
roaming internationally. If the remote extension’s service provider includes  
“prompted ring back” (an announcement offering a call back when the line  
busy), this service must be disabled from the remote extension’s line. The  
remote extension feature does not operate on lines with “colour-me” ring  
tones. See Appendix B for compatibility with telephone company calling  
features.  
2.3.3.11 Extension Ring Groups  
There are a total of 10 Extension Ring Groups available for your use. Ring  
Groups are extensions 300 to 309. By default, extension 300 is configured to  
ring all extensions.  
Different uses for Extension Ring Groups  
Send calls to specific groups of employees. For example, if you have a  
company with several departments, you can configure Extension Ring Group  
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300 for the Sales Department, to ring extensions 111, 112, 113, and 114.  
Ring Group 301 might be for Technical Support, ringing extensions  
115 and 116.  
Identify types of calls by different ring patterns  
Example: You are the president of a company and you don’t want to handle  
calls from the general public, yet you want to be alerted when important  
colleagues try to contact you. Your regular Local Extension may be 111 for  
most people, but you can configure an Extension Ring Group 300 to ring your  
extension with a different ring pattern. You tell your colleagues to choose  
extension 300 at the Auto Attendant or ask to be transferred to extension  
300 when speaking to someone in the office. Without being subscribed to  
Caller ID, you can tell by how your phone rings if you consider the caller to  
be important.  
Select the Extension Ring Group (300-309) you would like to configure.  
Activate it.  
In the “Set Ring Group” section  
Select each extension you wish to add to that Ring Group. Repeat this  
process for each of the Extension Ring Groups you want to activate.  
Ring pattern:  
Choose how you want the phone(s) to ring for the Ring Group.  
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2.3.3.12 On-hold/Ringback  
If you wish to have callers listen to music or advertising while they are on  
hold, enable Music on Hold in this tab.  
On-Hold Settings  
There are 3 options for when callers are placed on hold.  
1. The default setting is to play ‘double beep’ tones to callers when placed  
on hold. No additional configuration is required.  
2. If you have a music source connected to the MUSIC port, select  
‘Play music whose source is connected to the MUSIC port.  
3. TalkSwitch can play a music-on-hold file once loaded on the system.  
This file must be in 8KHz, 8bit, mono, u-law format. You can convert  
MP3 and other file formats using a utility like Audio Converter or  
Ripper. Download a converter at: www.audioi.com. Check the volume  
of music on hold with a test call. Adjust the levels as required. This  
setting is not real-time. Save the configuration to TalkSwitch and  
make another test call.  
Transfer Settings  
Select if you would like your callers to hear ringing, music or the ‘double  
beep’ tones while they are transferred.  
Note: If you connect a music source to the Music port but do not enable  
Music on hold, the caller hears both, music and a beep sound on hold.  
When the caller makes a selection at the Auto Attendant to go to an  
extension with call screening enabled, s/he will hear ringing and music.  
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Note: If you have more than one unit connected to the LAN  
and you are using an external music source, you need to  
connect the source to all units. Obtain a 1/8” audio splitter  
available at most electronics stores. If you are using a.wav  
file loaded to TalkSwitch, no additional steps are necessary. The music file  
is copied to all units on the LAN.  
2.3.4 Voicemail  
2.3.4.1 Local Extension Voicemail  
This section deals with the internal voicemail system included with  
TalkSwitch. It allows you to activate Local, Remote and General voice  
mailboxes and to change global settings to the voicemail system. We  
recommend to expand the memory for voicemail and auto attendants with a  
memory card, available at www.talkswitch.com or at your local reseller. For  
details on how to use voicemail, see Chapter 3: Using TalkSwitch.  
All Local Extensions are activated with a voicemail box by default.  
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Mailbox Option section  
Play announcement only:  
If you want to use a local extension mailbox for informational purposes and  
prevent callers from recording messages, check the ‘Play announcement only’  
box.  
If a caller presses ‘0’:  
Select what action to take when a caller presses ‘0’ during Mode 1 or Mode  
2 while in a voice mailbox.  
go to voice mailbox  
go to local extension  
go to remote extension  
go to ring groups  
Callers are transferred to the specified  
mailbox.  
Callers are transferred to the specified local  
extension.  
Callers are transferred to the specified remote  
extension.  
Callers are transferred to the specified ring  
group.  
play announcements  
go to auto attendant  
perform no action  
Callers are transferred to the specified  
announcement.  
Callers are transferred to the specified  
Auto Attendant.  
No action is performed when ‘0’ is pressed.  
Load Greeting (button):  
You can load a pre-recorded voicemail greeting from your PC to TalkSwitch.  
The file must be an 8khz, 8-bit, mono µ-law .wav file.  
In the Voicemail Notification Settings section  
Under the Dialed Notification tab, set the manner in which you want to be  
notified when new messages arrive.  
Remote Phone:  
If you want to be notified at another location when new messages arrive,  
use Remote Phone Notification. Enter the phone number of the cell  
phone or location where you want to be notified.  
Notification Settings (button):  
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Select Notification Settings to specify how you want TalkSwitch to handle  
notification calls.  
Pager:  
Click the Pager check box if you want to be notified by pager when new  
messages arrive. Activate the feature and enter the pager number and the  
numeric message to be displayed on the pager.  
Configuration Notification Options (button)  
Define how TalkSwitch dials out of your office when notifying you of a  
voicemail. If the first connection is not successful, define the number of  
times and the intervals TalkSwitch continues to attempt the connection.  
When you choose to be notified by pager and remote phone, TalkSwitch  
ensures that both locations have been contacted before finishing the  
notification process.  
Dial notification phone number using:  
Select the Hunt Group you want to use for the Remote Phone and Pager  
Notification calls. It allows you to adjust the number of rings before it  
aborts the attempt and follows the parameters listed in the next section.  
If attempt unsuccessful, try again:  
These parameters control how many times TalkSwitch tries to notify the  
Remote Phone or Pager before it aborts the entire notification attempt.  
You can specify the time interval between attempts.  
Under the Message Waiting Light tab, set a message waiting light to  
indicate when a message has been received for an extension. Select the local  
extensions in your system where the light is activated when a message  
arrives. The message waiting light turns on at the extension associated with  
a local mailbox by default.  
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This feature works with FSK MWI message compatible telephone sets.  
Stuttered dial tone is also provided.  
2.3.4.2 Remote Extension Voicemail  
Remote Extension voicemail is similar to the Local Extension voicemail.  
Ensure that the remote extension has been enabled so that you can activate  
its voicemail.  
Please refer to section 2.3.4.1 for information on the following.  
If a caller presses ‘0’:  
Go to voicemail box; Go to local ext.; Go to remote ext.; Go to ring  
groups; Play announcement only or perform no action.  
Load Greeting button;  
Voicemail Notification Settings tab;  
Remote Phone Notification;  
Notification Settings; Pager Notification;  
Message Waiting Light;  
Configuration Notification Options;  
Dial notification phone number and If attempt unsuccessful.  
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2.3.4.3 General Voicemail  
General Voicemail is similar to both Local and Remote Extension Voicemail.  
These are generic mailboxes used for general purposes like messages for a  
sales team or a technical support group.  
Please refer to section 2.3.4.1 for information on the following.  
If a caller presses ‘0’:  
Go to voicemail box; Go to local ext.; Go to remote ext.; Go to ring  
groups; Play announcement only or perform no action.  
Load Greeting button;  
Voicemail Notification Settings tab;  
Remote Phone Notification;  
Notification Settings; Pager Notification;  
Message Waiting Light;  
Configuration Notification Options;  
Dial notification phone number and If attempt unsuccessful.  
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2.3.4.4 Global Settings  
Any changes made to Global Settings affect all system voice mailboxes.  
Global Message Waiting Indicator  
This option is helpful if you use a limited number of voice mailboxes. When a  
new message is left in any active voice mailbox, the Power/Data light pulses  
very slowly to indicate that there is at least one new message in one of the  
mailboxes. Once all new messages have been heard, this light returns to the  
solid state (default state).  
Mailbox Settings  
‘When listening to voicemail...’  
This option controls the order in which messages are played back when you  
listen to voicemail. The default setting plays back messages starting with the  
newest message and working back to the oldest. This setting is the most  
convenient. People store several saved messages and don’t want to skip  
through all these messages every time they want to listen to newer ones.  
‘When pager/remote mail notification...’  
This controls whether the system pages or calls your remote phone for every  
new message or only the first new message received in the voice mailbox.  
‘Remove blank and hang up messages automatically  
Only remove messages shorter than’ (specify 1–5 seconds).  
Check this box if you tend to get several messages where callers don’t leave a  
message and hang up. Not clearing the short messages gives you the  
advantage of listening to the Caller ID information at the end of the message  
to identify callers (Caller ID service required from your telephone company).  
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View Mailbox Data (button)  
View the details for each voice mailbox and announcement followed by a  
summary. This tool is useful for managing the voicemail resources of the  
system.  
Reset Mailboxes (button)  
Example: An employee has left the company and all greetings, messages and  
settings for a particular mailbox have to be reset. If you simply need to  
delete a password, use the Voicemail Manager located under the Tools menu.  
2.3.5 Call Handling  
2.3.5.1 Modes  
The use of Modes allows you to run different call handling configurations at  
different times. For example, you may want forward calls to your cell phone  
during the day and to your voicemail after business hours. Modes are  
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switched manually or automatically (with Automatic Mode Switching). Name  
the modes since names are displayed elsewhere in the configuration software  
whenever Modes are used.  
Warning: The mode cannot change if you are logged into the  
configuration tool at the time of the scheduled mode switch.  
To use the Automatic Mode Switching feature, activate it by clicking ‘Use  
Automatic Mode Switching. Set the start times for each mode. If you want  
TalkSwitch to change modes more than twice in one day, you can activate up  
to two extra mode changes.  
Note: If you do not want to use Automatic Mode Switching, you can  
switch modes manually in the software or through a telephone using  
#
touch tone commands. Enter command mode by dialing  
and your  
#
password if required. Dial any of the following commands and press  
to confirm.  
31 Change TalkSwitch to mode 1.  
32 Change TalkSwitch to mode 2.  
30 TalkSwitch tells you what mode it is currently using.  
2.3.5.2 Auto Attendant  
The Auto Attendant greets callers and tells them which number(s) they  
should press on their telephone keypad to reach a particular extension,  
person, message, or department. Callers can dial Local Extensions (1xx),  
Remote Extensions (2xx), Extension Ring Groups (300-309), Voicemail (to  
both leave messages and access messages), access Call Back, access DISA and  
enter Command mode directly to make changes to the system configuration.  
400 series mailboxes can be dialed at the Auto Attendant without  
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#
pressing  
first. This is useful for providing ‘virtual’ Extensions associated  
with a mailbox for telecommuters or other part-time staff.  
You can record or load up to 9 different Auto Attendants with a total  
combined time of 30 minutes (share with voicemail) or expand memory up to  
9 hours using a TalkSwitch Memory card.  
Note: When two or more units are networked (models with LAN ports  
only), they share the same 9 Auto Attendants. When an Auto Attendant  
message is recorded on any TalkSwitch unit, it is automatically copied to  
all the other TalkSwitch units on the same LAN. This feature helps reduce  
network traffic and allows any system to continue functioning even if  
another unit loses power or is disconnected from the LAN.  
You can record the Auto Attendants from any Local Extension or remote  
phone using touch-tone commands. To load a pre-recorded message, see Load  
Auto Attendant later in this section.  
Record Auto Attendant messages  
Pick up any Local Extension (dial into TalkSwitch from an external source at  
#
the Auto Attendant) and enter command mode by pressing  
. If you have  
an Administrator password, enter it. Begin entering the touch tone  
commands listed below. TalkSwitch ‘walks’ you through the recording. After  
#
entering a command, press  
to confirm the entry before continuing with  
other commands or exiting command mode. To exit, press  
or hang up.  
*
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Auto  
Record  
Play  
Erase  
Attendant  
message  
message  
message  
1
2
3
4
5
6
7
8
9
41  
42  
43  
44  
45  
46  
47  
48  
49  
51  
52  
53  
54  
55  
56  
57  
58  
59  
041  
042  
043  
044  
045  
046  
047  
048  
049  
Example:  
#
1. From the local extension go off hook and press  
to enter command  
#
mode, then dial 4 1  
.
#
2. After the tone, record your Auto Attendant message. Press  
are done.  
when you  
#
3. Press 5 1  
to listen to your recording.  
Note: If the Administrator password is enabled, you need to enter the  
#
password after you press  
the first time to enter command mode.  
Recording Auto Attendants from an out-of-office phone  
1. Dial into TalkSwitch and wait for the Auto Attendant message.  
2. Once the Auto Attendant is playing, use the same keypad commands as  
listed above. If Password Protection is enabled, you are prompted for  
your password.  
At the Auto Attendant, perform the following actions  
The caller can select the single-digit options ‘0’, ‘1’, ‘2’, ‘3’, ‘4’ or ‘5.  
If the caller selects ‘0’ then:  
The ‘0’ option is used to direct callers to a receptionist. You may want to  
configure this option to ring a Local Extension. For an after hours Auto  
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Attendant, use this option to forward calls to a Remote Extension for  
emergency purposes or direct callers to a voice mailbox.  
If the caller selects ‘1’, ‘2’, ‘3’, ‘4’ or ‘5’ then:  
TalkSwitch can perform one of several actions in the table below at the  
selected Auto Attendant.  
perform no action  
go to voice mailbox  
If you don’t want to use a particular option,  
set it to perform no action.  
You can configure any single digit option to  
send a caller immediately to voicemail. Select  
the appropriate mailbox.  
go to local extension  
go to remote ext.  
You can provide a single-digit option to ring a  
particular extension, as opposed to 3 digits.  
You can provide a single-digit option to ring a  
particular remote extension, as opposed to 3  
digits (3 for Ring Group 300).  
go to ring group  
you can provide a single-digit option to ring  
an Extension Ring Group.  
go to auto attendant  
TalkSwitch can direct callers to multiple levels  
of auto attendants. For example, you might  
want to use your main auto attendant to  
provide language options like “press 1 for  
English, 2 for Spanish.” Then you configure  
option 1 to go to auto attendant 2 (English  
version) and option 2 to go to auto attendant  
3 (Spanish version).  
queue at ring group  
play announcement  
This directs calls to a group of Extensions and  
keeps callers on hold until a member of the  
ring group is free to take the call, similar to  
Uniform Call Distribution.  
You can set any unused voicemail to ‘play  
announcement only. Announcements are  
useful for providing directions, business hours  
and/or other information. Inform callers that  
they can press  
Attendant.  
to return to the Auto  
*
go to directory  
If you want to enable callers to locate  
employee extension numbers by last name,  
select this option.  
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Note: TalkSwitch waits 1.5 seconds after your caller inputs a digit before  
following with another digit. If another digit is not received, TalkSwitch  
follows the action set for the single digit. This allows caller to use ‘1‘ for  
the auto attendant option and ‘111‘ as an extension number.  
If a fax call is detected then:  
If TalkSwitch detects a fax call (identified by the CNG tones emitted from the  
fax), it can route it to a Local Extension. If you do not want to use fax  
detection, have TalkSwitch perform no action.  
After the Auto Attendant has finished playing and no selection was made  
within x seconds then  
If no selection is detected at the specified Auto Attendant, TalkSwitch can  
route the call to any Local or Remote Extension, Ring Group, Voice mailbox,  
Auto Attendant, Announcement, dial by name directory, queue the caller or  
hang up. This feature is included for callers who do not have a touch-tone  
phone or for a fax call where the calling fax machine does not emit a CNG tone.  
It can also be used to forward calls immediately after the Auto Attendant  
answers the call. You can specify the length of time after the Auto Attendant  
has finished playing before it performs the ‘no selection’ action.  
Note: Fax calls are detected by a series of beeps called a CNG tone (not all  
fax machines emit a CNG tone). If a fax machine sends this tone while  
trying to establish a connection to a fax machine connected to  
TalkSwitch, TalkSwitch will handle the call accordingly. As a result,  
TalkSwitch is able to detect those fax calls and route them to the fax  
machine. To guarantee the reception of every fax, we recommend the use  
of a ‘Distinctive Ring Number’ added to one of your lines for fax calls.  
TalkSwitch can then handle all fax calls consistently. See section 2.3.3.8.  
The digits 6, 7, 8 and 9 are not available as programmable options. They are  
used for other system features.  
If 6 is dialed  
If you press ‘6’ at the Auto Attendant, you are able to configure and use  
Auto and Prompted Call Back. See section 2.3.6.1 for more details about  
configuring Call Back and section 3.7.2 for details on using Call Back.  
Note: If you dial ‘6’ at the Auto Attendant and no Call Back is enabled,  
TalkSwitch answers with the prompt: “I am sorry, there is no matching  
entry for these digits.  
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If 7 is dialed  
TalkSwitch uses 7 to precede PBX Extensions of another Centrex or PBX  
system. If TalkSwitch is not connected to another system, 7 is inactive. If  
TalkSwitch is connected to another PBX system, see section 2.3.5.4 for  
more details.  
If 80 – 88 or 9 is dialed  
If you press ‘80 – 88 or 9’ at the Auto Attendant, you access DISA if it has  
been permitted. See section 2.3.6.3 for more details on configuring DISA  
and section 3.7.1 for details on using DISA.  
Utilities for an auto attendant  
Record Instructions (button)  
Click this button to display a dialog box showing the instructions on how to  
record and playback an Auto Attendant using a telephone. No adjustments are  
required for the recording volume. TalkSwitch adjusts the recording volume for  
optimal recordings.  
Load Auto Attendant (button)  
Click this button to display a dialog box with instructions on how to load an  
Auto Attendant using a pre-recorded .wav file. If you want to have Auto  
Attendants professionally recorded, make sure to specify that the files have to  
be 8KHz, 8bit, mono, and saved as a µ-law format .wav file.  
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Erase Instructions (button)  
Click this button to display a dialog box showing the instructions on how to  
erase an Auto Attendant using a telephone. It is a good idea to erase unused  
Auto Attendants. They share the memory with voicemail.  
Note: With the use of a memory  
card, you can extend the time for  
voicemail and Auto Attendant  
recordings to up to 9 hours.  
View Auto Attendant Time Usage  
To view the amount of time used by  
all Auto Attendants, go to the main  
menu Tools -> Memory Usage  
-> Auto Attendant.  
You may have unused Auto Attendant  
messages. Delete them to free up  
memory.  
2.3.5.3 PSTN analogue telephone Lines  
This section describes how TalkSwitch handles incoming calls based on the  
incoming line and ring cadence (distinctive ring numbers).  
On an incoming call during mode 1 or 2  
Select a line to configure and select Mode 1 or Mode 2 where you want  
TalkSwitch to use these settings. If you entered the phone number in the  
Telephone Lines section under System Information, the number displays on  
the corresponding button.  
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Ring Extensions only (no Auto Attendant is played)  
If you don’t want the Auto Attendant to answer calls on this line, select  
this option. All the Local Extensions are set to ring immediately during  
an inbound call by default. No Call Cascade actions (such as voicemail)  
can be performed if you select this option.  
Select the Local Extensions you would like to ring. All activated local  
extensions ring by default. If you require certain Extensions to ring in a  
sequence (i.e. one extension rings first, then another one on the 2nd  
ring), click the ‘Adjust Sequence’ button to configure.  
Note: If you call on any line, TalkSwitch answers after 15 rings with a  
generic Auto Attendant so that you can still access the system to make  
configuration changes, change modes, access voicemail or dial  
Extensions.  
Play Auto Attendant  
This option plays an Auto Attendant for incoming calls. Select the  
appropriate Auto Attendant (1–9) and the number of rings before the  
Auto Attendant answers.  
Go to Voice Mailbox  
If you do not want to use an Auto Attendant but want the call to go to a  
voice mailbox, select the appropriate mailbox. The caller always hears  
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one more ring than the number of rings you select. TalkSwitch uses the  
first ring to determine the ring type and to support Caller ID  
information.  
Remember: Callers are only directed according to settings for an Auto  
Attendant. Calls do not follow the Call Cascade settings of any of the  
Local Extensions programmed to ring before the Auto Attendant answers.  
Adjust Sequence.. (button)  
This section controls how the Extensions will ring before the Auto Attendant  
answers the call.  
If you have chosen the Auto Attendant to answer calls immediately, this  
section does not require configuration and is grayed out.  
If the Auto Attendant is set to answer after 1 or more rings, configure  
when specific Extensions ring before the Auto Attendant answers.  
If no Auto Attendant is selected to answer on the specified line, specify  
when particular Extensions will ring up to 9 times. Remember  
that no calls go to voicemail unless you first have an Auto Attendant  
answer.  
2.3.5.4 VoIP Numbers  
This section deals with how TalkSwitch with VoIP trunks will handle  
incoming VoIP calls.  
First, select a VoIP number to configure. Then select the appropriate mode  
for which you want TalkSwitch to use these settings. If you entered the  
phone number in the VoIP Numbers section under System Information, the  
number will appear on the corresponding button.  
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Descriptions for VoIP numbers and Telephone Lines (section 2.3.5.3/4) on  
the four features below are the same.  
Ring Extensions only (no Auto Attendant is played),  
Play Auto Attendant or,  
Go to Voice Mailbox.  
and  
Adjust Sequence... (button)  
2.3.5.5 Local Extensions — Call Cascade  
This section configures the incoming Call Cascade options for the Local  
Extensions. The Call Cascade routing options are engaged if the extension is  
selected by the caller or if a call is manually transferred to the extension.  
Once a call enters an extension’s Call Cascade sequence, the extension  
“owns” the call. It does not follow any other extension’s options, even if that  
extension is selected in the Cascade sequence. What you see in an  
extension’s Cascade sequence is exactly what you’ll get. You can set up the  
Call Cascade sequences differently for both scheduling modes (the  
scheduling for these modes are set up on the Modes tab).  
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If a call is manually transferred to a Local Extension that is busy, TalkSwitch  
follows the Call Cascade options for that extension.  
There are 4 different ‘Call Cascade’ situations for Local Extensions.  
1. Busy (at extension);  
2. No answer (at extension);  
3. Answer (at extension, routing when a call is rejected) and  
4. Do not Disturb (when turned on at an extension).  
For each of these situations, three ‘cascade’ destinations are available to control  
how and where you want to handle the incoming call to the extension.  
1. Busy tab — routing options when this extension is busy  
Cascade options for forwarding calls:  
go to voice mailbox,  
go to local ext.,  
go to remote ext.,  
go to ring group,  
play announcement,  
invoke Call Waiting,  
go to auto attendant,  
queue caller,  
play busy tone (example, if a fax machine is at the extension),  
hang up.  
For more information on these features, see Chapter 3: Using TalkSwitch.  
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2. No Answer tab — routing options if this extension is not answered  
after x rings  
Select the number of rings and select one of the actions. The action drop  
down list is the same as for the Busy tab except that the option ‘play busy  
tone” is replaced by ‘keep ringing.  
3. Answered tab — routing options when this extension answers or ‘rejects’  
a screened call  
Select ‘play caller’s name first’ to prompt callers who choose this  
extension at the Auto Attendant, to record their name. When you answer  
the call at the extension, it announces the caller (by playing their  
#
recording). At this point, you can accept the call by pressing  
reroute the call to the Cascade options on this tab by hanging up or  
pressing  
or  
.
*
Routing/forwarding options for rejected calls:  
go to voice mailbox,  
go to local ext.,  
go to remote ext.,  
go to ring group,  
play announcement,  
go to auto attendant,  
hang up.  
In the case you select ‘hang up’, TalkSwitch plays the following prompt:  
“I’m sorry, that extension is unavailable at this time. Please try again  
later.”  
4. Do not Disturb — routing options when this extension has engaged the  
‘Do not Disturb’ feature.  
The Do not Disturb feature is toggled on or off by dialing  
Local Extension handset. Cascade options include forwarding calls to a:  
62 from a  
*
go to voice mailbox,  
go to local ext.,  
go to remote ext.,  
go to ring group,  
play announcement,  
go to auto attendant,  
hang up.  
When ‘Do not Disturb’ is enabled, you hear ‘Do not disturb on’ before the  
dial tone as a reminder that no calls ring at your extension. You may dial  
during this prompt.  
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Note: In the Cascade sequence, only choosing an extension (Local,  
Remote or Ring Group) allows you to choose an option in the next  
selection. Any other selection is considered an end-of-call option. Note  
that the last selection in the Cascade sequence only allows the choice of  
an ‘end-of-call’ option. This is done so there is no chance of a caller being  
“looped” within the system.  
2.3.5.6 Remote Extensions — Call Cascade  
Remote Extension Call Cascade works principally the same way as the local  
Extension Call Cascade. Please refer to section 2.3.5.5 and substitute the  
word Remote for Local. The Remote Extension Call Cascade does not have a  
‘Do not Disturb’ option.  
The Call Cascade routing options are only engaged if the extension is chosen  
from the Auto Attendant or if a call is manually transferred to the extension.  
Once a call enters an extension’s Call Cascade sequence, the extension  
“owns” the call. It will not follow any other extension’s options, even if  
chosen in the Call Cascade sequence. What you see in an extension’s Call  
Cascade sequence is exactly what you’ll get. You can set up the Call Cascade  
sequences for both modes (the scheduling for these modes are set up in the  
Modes tab).  
For Remote Extensions, there are 3 different ‘Call Cascade’ options. For each  
of these options, you can control how and where you want the incoming call  
to the extension handled.  
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1. Busy tab — routing options when this extension is busy  
Cascade options for forwarding calls:  
go to voice mailbox,  
go to local ext.,  
go to remote ext.,  
go to ring group,  
play announcement,  
go to auto attendant,  
play busy tone (example, if a fax machine is at the extension),  
hang up.  
For more information on these features, see Chapter 3:  
Using TalkSwitch.  
2. No Answer tab — routing options if this extension is not answered  
after x rings  
Select the number of rings and select one of the actions. The action drop  
down list is the same as for the Busy tab except that the option ‘play busy  
tone” is replaced by ‘keep ringing.  
3. Answered tab — routing options when this extension answers or ‘rejects’  
a screened call  
Select ‘play caller’s name first’ to prompts callers who choose this  
extension at the Auto Attendant, to record their name. When you answer  
the call at the extension, it announces the caller (by playing their  
#
recording). At this point, you can accept the call by pressing  
reroute the call to the Cascade options on this tab by hanging up or  
pressing  
or  
.
*
Routing/forwarding options for rejected calls:  
go to voice mailbox,  
go to local ext.,  
go to remote ext.,  
go to ring group,  
play announcement,  
go to auto attendant,  
hang up.  
If you select ‘stay connected’, the Call Cascade options are grayed out.  
TalkSwitch can control forwarded calls when prompting is enabled. If you  
use one of the prompted methods for this Remote Extension, have Music  
on hold enabled and are not using 3-way calling to forward calls to this  
Remote Extension, the Call Cascade is seamless to the caller. S/he only  
hears music throughout the entire process of trying to locate you.  
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Note: If a call is forwarded to a Remote Extension from a Call Cascade  
sequence and has ‘play caller’s name first’ or ‘play accept/reject prompt’  
enabled, the Remote Extension hears “This is Call Cascade...” instead of  
“This is Call Forward.... This indicates to you that the call is rejected and  
sends the caller to the next Call Cascade option of the extension that  
forwarded the call and not follow the Remote Extension’s ‘Answer at ext.’  
Call Cascade options.  
2.3.5.7 Extension Ring Groups — Call Cascade  
Extension Ring Groups — Call Cascade is similar to Local and Remote Call  
Cascade (sections 2.3.5.5 and 2.3.5.6).  
The Call Cascade routing options are engaged if the Ring Group is selected  
from the Auto Attendant or if a call was transferred manually to the Ring  
Group. Once a call enters a Ring Group’s Call Cascade sequence, the Ring  
Group “owns” the call. It does not follow any other extensions options, even  
if that extension is selected in the Call Cascade sequence. What you see in a  
Ring Group’s Call Cascade sequence is exactly what you’ll get.  
For Ring Groups, there are 3 different ‘Call Cascade’ options. For each of these  
options, you can control how and where you want the incoming call to the  
extension handled.  
1. Busy tab — routing options when this extension is busy  
Cascade options for forwarding calls:  
go to voice mailbox,  
go to local ext.,  
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go to remote ext.,  
go to ring group,  
play announcement,  
go to auto attendant,  
queue at ring group,  
play busy tone (example, if a fax machine is at the extension),  
hang up.  
For more information on these features, see Chapter 3:  
Using TalkSwitch.  
2. No Answer tab — routing options if this extension is not answered  
after x rings  
Select the number of rings and select one of the actions. The action drop  
down list is the same as for the Busy tab except that the option ‘play busy  
tone” is replaced by ‘keep ringing.  
3. Answered tab — routing options when this extension answers or ‘rejects’  
a screened call  
Select ‘play caller’s name first’ to prompts callers who choose this  
extension at the Auto Attendant, to record their name. When you answer  
the call at the extension, it announces the caller (by playing their  
#
recording). At this point, you can accept the call by pressing  
reroute the call to the Cascade options on this tab by hanging up or  
pressing  
or  
.
*
Routing/forwarding options for rejected calls:  
go to voice mailbox,  
go to local ext.,  
go to remote ext.,  
go to ring group,  
play announcement,  
go to auto attendant,  
hang up.  
2.3.6 Call Back/DISA  
Call Back and DISA act, working together, as your personal long distance  
operator. Whether you are across town or around the world, you can place  
calls from your office telephone or VoIP number(s), accessing your long  
distance savings plan.  
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PBX Fraud (unauthorized use of the PBX and access to outgoing  
telephone lines):  
We recommend that you change Administrator, DISA and Call Back  
passwords frequently.  
You can make a direct call to TalkSwitch, activate Call Bridge and enter the  
telephone number you want to dial. TalkSwitch dials the number from your  
office telephone or VoIP numbers and connects the two calls together (the  
call you made to TalkSwitch and the call TalkSwitch made from your office to  
the dialed party). This is how it works:  
Step 1:  
Call your TalkSwitch telephone number to activate Call Back, then hang up.  
Step 2:  
TalkSwitch calls you back within 10 seconds. You answer and accept Call  
Back. Your Auto Attendant plays if you have one recorded or the TalkSwitch  
message will play.  
Step 3:  
You can now access any TalkSwitch extension, voice mailbox or use DISA to  
make calls around the globe just as if you were sitting in your own office.  
There are two ways to activate Call Back:  
1. Auto Call Back — Auto Call Back is immediate and eliminates the initial  
long distance call charge required to activate Call Back.  
Before Call Back is activated, all the Call Back settings must be  
pre-configured. To use Auto Call Back, dial your office telephone number,  
let the call ring twice and hang up and Call Back is activated.  
2. Prompted Call Back — Prompted Call Back offers the convenience of  
entering or changing your Call Back telephone number and message each  
time Call Back is activated.  
To use Prompted Call Back, dial your office telephone number. When the  
Auto Attendant answers your call, dial ‘6’ to access the Call Back settings  
through a series of prompts which allow you to:  
a) Enter the telephone number where you would like TalkSwitch to call  
you.  
b) Record an ‘‘Announced’ message if required. Call Back is activated  
right after you initiate Prompted Call Back and hang up. It is  
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important to remember that a small initial long distance charge is  
incurred at your current location when you activate Prompted Call  
Back.  
Note: Prompted Call Back is not activated in the TalkSwitch configuration  
by default. You need to activate Prompted Call Back before you can use  
the feature. The Call Back out of the system to the number programmed  
always uses the same line that was dialed.  
2.3.6.1 Auto Call Back  
TalkSwitch‘s Call Back/DISA features gives you access to your office-based long  
distance savings plan from anywhere around the world.  
You can configure four Auto Call Back numbers. Select an Auto Call Back 1–4.  
Click the check box next to ‘Activate Auto Call Back x’ (x represents a number  
from 1 to 4).  
Number to call back:  
Enter the Call Back number exactly as you would normally dial the number  
(i.e. do not enter a line Hunt Group in the dialing string).  
Use dialing prefix:  
If you have to dial the same prefix every time when using Auto Call Back  
(i.e. long distance calling card number), enable ‘Use dialing prefix. Enter  
the dialing prefix including any required pauses or feature keys like  
*
#
or  
. Use a comma to insert a 2-second pause. For example, if you want  
to disable Call Waiting and want to dial a long distance prefix before  
dialing the long distance number, enter the following:  
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*70,1010555,, This corresponds to  
70 for disabling the Call Waiting  
*
feature, a 2 second pause to wait for the new dial tone, 1010555 for the  
long distance prefix, and a 4 second pause to wait for the new dial tone  
before dialing the long distance phone number.  
Number used to trigger Auto Call Back:  
Select the line/phone number that you dial when out of the office to  
trigger Auto Call Back. TalkSwitch initiates the Call Back using the same  
line you initially called. You can make configuration changes to Auto Call  
Back by dialing into this phone number only.  
Use Password on Call Back:  
The password option is designed to give you security and to restrict the  
use of this particular Call Back number. Enter a 4- to 8-digit password for  
the Call Back. When TalkSwitch calls you back, you are prompted for the  
password to accept Call Back.  
Use Announced Message:  
We recommend this option if the number TalkSwitch calls back is to a  
hotel or a location where a third party answers the call. The Announced  
Message option allows you to record a message that plays when the call is  
initially answered during a Call Back. For example, “Please transfer this  
call to Bob in room 307. The Announced Message can be recorded locally  
using an extension handset or remotely by accessing Call Back from the  
Auto Attendant. The Record message button gives the instructions as  
follows:  
Pick up a telephone handset connected to the TalkSwitch and use the  
following keypad commands to record the specific Auto Call Back  
Announced Message:  
#
1. Press  
to enter command mode. Enter the password if required.  
2. Enter the appropriate command as listed below. After each command,  
#
press  
to confirm the entry.  
Auto Call Back  
Recording  
Playback  
1
2
3
4
61  
62  
63  
64  
71  
72  
73  
74  
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Note: There are 4 Auto Call Back accounts per TalkSwitch unit. If you  
need to record an Announced Message for a particular Auto Call Back  
account, it must be on the same TalkSwitch unit as the account.  
Note: If you need to configure and/or record an Announced Message from  
a remote location and do not have the Auto Attendant set up to answer  
this Call Back line, you can call your Call Back number and let it ring 15  
times. A generic Auto Attendant will answer and you can configure Call  
Back by pressing 6.  
Allow DISA (Call Bridge):  
To allow DISA (Call Bridge) after a Call Back has been accepted, check the  
Allow Call Bridge box. You may also restrict the Call Bridge line access by  
selecting the Hunt Group Access button. By default, Call Bridge is enabled  
when Call Back is activated. You will not be prompted for another  
password when you select a Hunt Group at the Auto Attendant.  
#
#
Note: For a 2 second pause, dial  
0 and for a  
, dial  
.
*
*
#
When you have completed the entire dial string, press  
.
2.3.6.2 Prompted Call Back  
If you are travelling to a location where you do not yet know the phone  
number, you can use Prompted Call Back to save on your long distance  
charges. For details on using Call Back, see section 3.7.2.  
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Number to call back:  
Enter this phone number exactly as you would normally dial the number  
from this line (do not enter a Line Hunt Group in the dialing string).  
TalkSwitch calls back from the same line the call originated.  
Note: When you access Prompted Call Back from out of the office, you  
may change this number before initiating a Prompted Call Back. The  
benefit of Prompted Call Back is that you do not need to preset the  
number before you leave the office.  
Use dialing prefix: (with Call Back number)  
If you have to dial the same prefix when using Auto Call Back (for  
example a long distance calling card number), enable ‘Use dialing prefix.  
Enter the dialing prefix including any required pauses or feature keys like  
#
or  
. Use a comma to insert a 2-second pause. For example, if you  
*
want to disable Call Waiting and want to dial a long distance prefix before  
dialing the long distance number, enter the following:  
*70,1010555,, This corresponds to  
70 for disabling the Call Waiting  
*
feature, a 2 second pause to wait for the new dial tone, 1010555 for the  
long distance prefix, and a 4 second pause to wait for the new dial tone  
before dialing the long distance phone number.  
This saves you from entering the same prefix every time you want to set  
up an Auto Call Back phone number.  
Use Password on Call Back:  
The password option is designed to give you security and to restrict the  
use of this particular Call Back number. Enter a 4- to 8-digit password for  
the Call Back. When TalkSwitch calls you back, you are prompted for the  
password to accept Call Back.  
Use Announced message:  
As described in the Auto Call Back (section 2.3.6.1), we recommend this  
option if the number TalkSwitch calls back is to a hotel or a location  
where a third party answers the call. The Announced message option  
allows you to record a message that plays when the call is initially  
answered during a Call Back. For example, “Please transfer this call to Bob  
in room 307.  
The Announced Message can be recorded locally using an extension  
handset or remotely by accessing Call Back from the Auto Attendant.  
The ‘Record message’ button gives the instructions as follows:  
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Pick up a telephone handset connected to the TalkSwitch and use the  
following keypad commands to record the Prompted Call Back Announced  
Message:  
#
1. Press  
to enter command mode. Enter the password if required.  
2. Enter the appropriate command as listed below. After each command,  
#
press  
to confirm the entry.  
To record message:  
To playback message:  
Allow DISA (Call Bridge):  
65  
75  
To allow DISA (Call Bridge) when a Call Back is accepted, check the Allow  
Call Bridge box. You can restrict the DISA line access by clicking the Hunt  
Group Access button. By default, Call Bridge is enabled when Call Back is  
activated.  
Note: The call back number shown is always the last number TalkSwitch  
dials in the last Prompted Call Back session.  
2.3.6.3 DISA  
Call Bridge saves money while using Call Back or on its own. It bypasses the  
high long distance rates for cell phones.  
How to use DISA (Call Bridge):  
1. Call into TalkSwitch from any out-of-office telephone.  
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2. At the Auto Attendant message, dial the Hunt Group for which you have  
the account password (9 is default). You are prompted for the password.  
#
3. Dial the password and press  
to access a TalkSwitch telephone line.  
4. At this point, you can dial a number the same way as from the office.  
Each TalkSwitch unit has four password activated Call Bridge accounts.  
Each account can be configured to allow access to certain Hunt Group(s)  
when using Call Bridge.  
To activate an account, check the ‘Activate Call Bridge’ box and enter a 4- to  
8-digit password. Click the ‘Hunt Group Access’ button and assign the Hunt  
Groups for this account.  
Line hunt group 80 is used for  
‘Same Line Connect. To enable line  
hunt group 80, click the check  
box next to ‘Allow the use of Same  
Line Connect [by dialing 80].  
Note: Call Bridge account passwords are only valid when using Call Bridge  
by itself, not when used in conjunction with Call Back.  
2.3.7 Options  
2.3.7.1 Audio Controls  
This section deals with the adjustment of volume and system gain controls.  
All the controls on this page update TalkSwitch in ‘real time. This allows you  
to adjust levels during a conversation without having to first save the  
configuration to TalkSwitch.  
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Line Controls  
If you need to adjust the volume of conversations through the system, you  
can adjust each line individually. The default settings compensate for loss  
created by TalkSwitch and a portion of the loss created by your lines. We  
recommend that you adjust the level for each line separately, as the  
characteristics of each line may vary. These controls only affect the volume  
heard by the caller. To calibrate the lines once a line is added or changed,  
click the ‘Calibrate Lines’ button.  
Extension Controls  
These controls allow you to increase or decrease the volume level of calls and  
system prompts heard at each extension.  
VoIP Codec Selection  
All 3 codecs are active by default. The preferred codec is G.729  
(approximately 20Kbps bandwidth). For example, if you have a ‘lite’ version  
of a broadband service, you do not have enough bandwidth to support G.711  
(approximately 100Kbps bandwidth) or G.726 (approximately 50Kbps  
bandwidth) codecs. ‘Lite’ connections typically have only enough bandwidth  
to support G.729. In this case, uncheck the G.726 and G.711 codecs so that  
the system does not attempt to use these codecs when setting up a call.  
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Using these codecs can cause one side of the call to sound ‘choppy’ because  
the broadband connection cannot handle the required bandwidth.  
Voice Activity Detection (VAD):  
A typical voice conversation may contain 35-50 percent silence. If  
customers need to conserve bandwidth, we recommend to enable VAD.  
When VAD is enabled, voice packets are suppressed during silence (i.e. an  
extension is on hold or there is no talking from the extension side of the  
conversation).  
2.3.7.2 Transfer Options  
This section describes TalkSwitch’s actions when calls are transferred  
manually.  
Transferring a caller to a Local Extension, Remote Extension or  
Ring Group  
You can specify how transferred calls are handled if their target is a local  
extension, remote extension or ring group and if it is busy or doesn’t answer.  
You have the choice of TalkSwitch ringing back the extension that  
transferred the call or performing the “no answer” or “busy” action of the  
extension that the call was intended for. Any changes made in this section  
affect the entire system.  
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Transferring from a Home phone  
You can transfer a call from a phone connected in parallel to one of the  
incoming TalkSwitch lines (for example, your home phone if you have a  
home-based business) to a Local or Remote Extension, Extension Ring Group,  
an Announcement, or a Voicemail box. This section allows you to choose  
which transfer prefix you would like to use to perform the action. The  
transfer prefix ‘wakes up’ TalkSwitch and is considered the equivalent of the  
Recall or Link action at a Local Extension. The default prefix is  
.
* *  
Example: You receive a call on a phone in your home that is not a TalkSwitch  
extension and you want to transfer the caller to Remote Extension 215. You  
dial  
, wait for the ‘double beep’, dial 215 and hang up. TalkSwitch  
* *  
now handles the call. For more details, see section 2.3.7.2.  
Transfer and clear  
TalkSwitch has the ability to clear lines after a call has been transferred.  
Ensure you have this service/feature activated on your line(s). Check under  
System Information -> Telephone Lines.  
Remote Transfer  
Calls that are transferred to a Remote or VoIP Extension, can be transferred  
back to another extension or voice mailbox. Dialing  
caller on hold, then enter the extension or mailbox number. If this is set to  
to place the  
* *  
allow screening calls, dial  
to cancel the transfer, dial  
transfer’, the call is automatically transferred and the line is released once  
the extension or mailbox number has been entered.  
4 to complete the transfer. If you want  
5. If you have selected ‘Perform a blind  
* *  
* *  
When a call is transferred from a Remote Extension to another Remote  
Extension or VoIP Extension, it is always a blind transfer so that three lines  
are not tied-up for the transfer.  
Note: This feature can only be used when forwarding a call to a Remote  
Extension or a VoIP location over 2 lines. It cannot be used with  
3-Way Calling or Centrex Transfer services.  
2.3.7.3 Miscellaneous  
All of the following options affect TalkSwitch as a system. Adjust them  
according to your needs.  
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Caller in queue reminder  
When a caller is in queue at an extension already in use, a reminder tone  
plays at the extension to let them know they have a caller in their queue.  
This option allows you to turn off this function.  
Call Back ring return  
You can adjust the number of rings during a Call Back session before  
TalkSwitch disengages the Call Back (i.e. hangs up). Depending on the  
situation, you may want to give yourself more time to pick up and accept the  
Call Back by increasing the number of rings.  
If being used with another PBX  
PBX extension length  
If TalkSwitch is used as an Auto Attendant with another PBX, you can set the  
number of digits the PBX uses for its extensions. This allows TalkSwitch to  
know what digits to pass on to the PBX to complete the transfer.  
Note: This feature only works with PBXs that use Recall (Flash) as a  
transfer method. Please contact your PBX manufacturer for transfer  
details.  
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Setting up TalkSwitch behind an existing PBX  
1. Connect the PBX extension to one of TalkSwitch’s Line ports. You may do  
this with all your TalkSwitch lines (1 PBX extension per line) depending  
upon how many Auto Attendant ports you would like on the PBX.  
2. Configure incoming calls on your PBX to ring the extensions you have  
allocated to the TalkSwitch Lines.  
3. Configure TalkSwitch’s Auto Attendants to answer after x rings (answer  
immediately is used most commonly).  
4. Record your Auto Attendants. The Auto Attendants should list the  
extensions with the digit 7 in front of them.  
Example: If you have chosen the PBX extension length to be 3 digits (and  
John Doe’s extension is 111 on the PBX), the Auto Attendant should say: “To  
speak with John Doe, press 7111…. When 7111 is dialed, TalkSwitch puts  
the caller on hold and transfers the caller to extension 111.  
Intercom Calls  
This setting is enabled by default. Any internal calls follows the Cascade  
settings of the extension dialed. If it is disabled, no fall-through actions  
takes place.  
Fax Over IP  
A VoIP enabled TalkSwitch supports fax detection and switching to G.711 for  
transparent fax over IP.  
Internal clock setting  
TalkSwitch can obtain time information from Caller ID for its internal clock.  
If you have indicated that you do have Caller ID on any of the lines, this  
option defaults to the active position. If it is de-activated, TalkSwitch  
obtains its time information from the time and date set in the ‘Mode’ tab  
under Automatic Mode Switching. TalkSwitch’s clock information is used for  
Automatic Mode Scheduling and for internal Caller ID information when  
intercom calls are placed in the office.  
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Internal Caller ID options  
TalkSwitch can generate name and number Caller ID to each extension during  
intercom calls. If your Caller ID unit/telephone does not support the name  
option, choose to have TalkSwitch send the number only.  
Audio Output Options  
TalkSwitch can output different audio to the PA port. The default setting is  
to play only PA announcements through the PA port by dialing  
any extension.  
0 from  
*
Other options include Voicemail Screening, useful in a home environment,  
Demo with a router, used for demonstrating the product and Static VoIP  
Demo, used strictly for demonstrating two TalkSwitch units connected to a  
hub or a switch and acting as two separate locations.  
Auto Attendant Transfer Prompts  
TalkSwitch can disable playing of transfer prompts to callers when redirecting  
calls from the Auto Attendant.  
2.3.7.4 Troubleshooting  
Do not change the following controls unless you are familiar with the effect  
they have on the TalkSwitch operation. If your system does not appear to be  
functioning properly, please contact your dealer for assistance.  
Recall (Flash) Lengths  
Recall or Flash is a timed disconnect of the telephone line to signal the  
PBX, or telephone network. The timing of the duration of the signal is  
dependent on normal practise of the country or telephone company. The  
location field on the System-Information and Administration folder will  
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set the normal setting for the country or telephone company. It is  
recommended that extension telephone sets with Recall, R, or Flash  
buttons are used, to ensure the correct signal duration is sent. Do to mix  
telephone sets on the same system with different settings for Recall or  
Flash.  
Accepted Recall (Flash) length settings will set the minimum and  
maximum duration accepted from an extension. Any disconnect signal  
from an extension telephone set longer than the maximum will be treated  
as if the extension has hung-up to clear the call  
Transmitted Recall (Flash) length: Must be set to the signal duration  
required by the telephone company. This signal is only used with the  
telephone company Three Way Calling/Conference feature.  
Double Recall time  
When two recalls are detected, TalkSwitch needs to calculate the time  
between the recalls to establish if they were intended to propagate a recall at  
the Telephone Exchange or to place a call on hold and then quickly retrieve  
it. The Double Recall time values signify the maximum time between two  
recalls that TalkSwitch recognizes as an intended recall to the Telephone  
Exchange. When two recalles are detected with a time gap larger than the  
value displayed, no recall is propagated at the Telephone Exchange. The value  
can be adjusted from 200 ms to 2000 ms with the default set at 1200 ms.  
3-Way Calling wait time  
This option adjusts the time required between recall hook and a dial string.  
Some telephone company 3-Way Calling/Conference services require different  
time allowances after the recall signal to re-establish dial tone. The default  
time is 2 seconds so TalkSwitch can let the lines settle after going off hook  
before sending the DTMF digits.  
Ring Patterns  
Click the ‘Check Ring Pattern...button and call any extension. After three  
rings the sequence of the ring pattern displays in a new window. The time is  
displyed in milliseconds.  
Non-detection of disconnect-clear  
This option controls the length of time after which TalkSwitch “drops” a line  
when silence is heard. This safeguard is useful when a telephone line does  
not send out the disconnect-clear signal that tells TalkSwitch the call is  
finished.  
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Auto Attendant Adjustments  
Since TalkSwitch allows callers to dial 100, 200, 300 series extensions and  
400 series mailboxes and allows fall-through options for the single digits 1, 2,  
3, 4 and 5 at the Auto Attendant, there needs to be a time limit on how long  
after the first digit is pressed TalkSwitch waits for another digit before  
following the single digit option. There are 3 ways to make use of this  
control. Be careful not to isolate your callers from having both choices as  
listed in (1).  
1. With the current setting, callers can dial any Local Extension (1xx),  
Remote Extension (2xx), or Ring Group (3xx) as long as the second digit  
is pressed within 1.5 seconds of pressing the first digit. Callers can press  
1, 2, 3, 4 or 5. When TalkSwitch detects no second digit after 1.5  
seconds, it follows the programmed option for that Auto Attendant.  
2. If you don’t want to use options 1, 2, and 3 for any of the Auto  
Attendants, you can set the option to ‘4 seconds. This gives callers more  
than enough time to dial all 3 digits of any extension without  
accidentally falling through to one of the Auto Attendant options.  
3. If you don’t want to give callers the ability to dial any of the extensions  
and only permit them to access single digit options, set this value to  
‘immediately. As soon as TalkSwitch detects the first digit, it will follow  
the specified option for that Auto Attendant.  
Auto Route Selection  
The Inter-Digit timeout can be set anywhere between3 and 18 seconds. The  
default is 5 seconds.  
2.3.7.5 Troubleshooting — Advanced  
DTMF Detection  
The minimum length for detecting a DTMF digit and minimum duration  
between DTMF digits is set by default, based on location. If problems are  
encountered these settings can be adjusted. Symptoms of issues that may  
require adjustments are the dialling of wrong numbers between extensions,  
or TalkSwitch not operating correctly to dialled digits at the Auto  
Attendant.  
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Line CPC/Disconnect Clear  
This parameter controls when the system assumes a call on a telephone line  
has been cleared from the network, by detecting a disconnection of the  
telephone line. It is set to a default value based on Location. Some  
telephone companies use a specific timed disconnect signal (K-Clear) to  
indicate when a call has been released. In other cases it is set to a value to  
release the call if the line is no longer connected to the network.  
Ringback Control  
If an extension seems to ring back as if a caller was on hold, but when  
answered, no one is there, it could indicate a debounce problem with the  
phone hook/switch. When someone at the extension hangs up, the handset  
bounces slightly to cause a recall signal that can be seen by TalkSwitch  
before the hang up. As a result, TalkSwitch puts the line on hold. To help  
with this problem, increase this value till it stops the ringbacks.  
Fax Detection  
If fax calls are not directed properly to the fax machine, you may need to set  
this option to detect 1 tone. If it is set to detect 1 tone and people complain  
they have accidentally been routed to the fax machine, then set this value to  
detect 2 tones.  
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VoIP Ports  
SIP Signalling Port:  
The default SIP signalling port is 5060. If you need to choose another  
port, enter a value between 1024 and 16556.  
Starting RTP Port:  
The starting RTP port for TalkSwitch is 6000. From this starting point,  
TalkSwitch needs 4 ports for each TalkSwitch unit. RTP ports are evenly  
numbered from the start port (i.e. 6000, 6002, 6004 and 6006 are needed  
for the first TalkSwitch unit on a LAN and 6030, 6032, 6034 and 6036 are  
used for the fourth unit).  
These are the ports that this TalkSwitch system listens on as opposed to the  
port it needs to communicate with at the other end. For example, if your SIP  
server at another location uses port 5061 instead of 5060 for signalling, you  
do not set this port to 5061, you need to include the port number in the  
address specified in the VoIP Configuration section of the software.  
Example: Proxy Server Name: 222.234.432.234:5061  
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C H A P T E R 3  
USING TALKSWITCH  
3.1 IN 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  
mode to make system changes (dial  
and mailbox) and enter command  
). 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,  
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see section 2.3.5. Once calls have been answered at a Local Extension, they  
can be transferred to any extension or voice mailbox. See section 2.2.4 for  
more details.  
3.2 IN THE OFFICE — MAKING AND RECEIVING CALLS  
3.2.1 Making calls from a Local Extension  
Place Intercom calls from one Local Extension to another Local  
Extension, Remote Extension or Extension Ring Group  
You can place intercom calls from one Local Extension to another Local  
Extension, Remote Extension, VoIP Extension or Extension Ring Group by  
picking up your extension’s handset and dialing the number of the extension  
you want to intercom to. An Intercom call is identified by a unique ring  
cadence (2 short rings). Exceptions: For a Remote Extension Intercom call,  
the phone rings as usual. If a Ring Group has a ring cadence other than  
‘normal. Intercom calls follow the cascade settings of the extension dialed (if  
this feature is enabled in the ‘Miscellaneous’ section of the configuration  
software).  
You can perform intercom paging and activate the speakerphone at other  
local extensions that have the TS-200, TS-400 or TS-600 phone sets. To place  
an intercom call to one of these sets, dial *84 + the local extension number  
(1xx) at the TalkSwitch dial tone.  
Place ‘out-of-office’ calls from a Local Extension  
To place a call to an out-of-office telephone number from a Local Extension,  
you must first access an available line by choosing a Hunt Group (9, 81-88) at  
the internal dial tone. Restrictions to specific Line Hunt Groups can be  
configured for each extension. Your extension can also be configured to  
Directly Access a specific line (i.e. when a handset is picked up, you hear the  
Telephone Company dial tone and you can dial an outside telephone number  
as usual).  
Note: If you have Direct Line Access enabled for a Local Extension, you  
need to dial ‘Recall’ before dialing any system features (i.e. extensions or  
voicemail).  
3.2.2 Receiving calls at a Local Extension  
To receive calls at a Local Extension, pick up the extension’s handset when  
the extension rings. If the call went through the Auto Attendant to the  
extension and call screening is enabled (configured on the Local extension  
and Ring Group pages), you have the choice of accepting the call by pressing  
#
or, re-routing the call to its ‘Answer at ext.Call Cascade options by  
pressing  
or hanging up.  
*
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Call Pick Up  
To intercept a call that is ringing on any other Local Extension before or  
after the Auto Attendant has engaged, pick up your handset. At the  
TalkSwitch internal dial tone, dial  
Extension.  
9. This routes the call to your Local  
*
To answer a call ringing specifically at another extension before or after the  
Auto Attendant has answered, dial 7 and the extension number (i.e.  
*
7112 to pick up a call ringing at extension 112). If you are in the middle  
*
of a call and want to connect to another incoming caller, press ‘recall’ to  
place the first caller on hold, then dial 9 or 7 and the extension  
number to connect to the second caller. Once you are finished with the  
second call, or, you would like to return to the first caller, press ‘recall’ ‘5.  
*
*
3.2.3 Placing calls on Hold at a Local Extension  
Place calls on hold  
To place callers on hold, press ‘Recall’ or ‘Hold’ on the TalkSwitch TS-200, TS-  
400 or TS-600 phones. Follow the same procedure to take callers off  
immediate hold. If you have multiple callers on hold or in queue at your  
extension, press ‘recall’ ‘7’ to retrieve callers on a first in/first out basis.  
Note: If you press the ‘Hold’ button on a regular phone, you are not able  
to access any of the TalkSwitch features while the caller is on hold. If you  
have Music on hold enabled, the caller does not hear music while on hold.  
3.2.4 Transferring calls  
From a Local Extension to another Local Extension, Remote Extension  
or Extension Ring Group  
To initiate an Unscreened Transfer, put the caller on hold (dial ‘recall’), dial  
the appropriate extension number and hang up. The caller is taken off hold  
when the receiving extension answers. If the transferred call is not answered  
after the number of rings specified in the No Answer setting for the  
destination extension or if the extension is busy, one of the following  
happens:  
Default:  
Option:  
The transferred call is handled according to the destination  
extension’s ‘No Answer’ or ‘Busy’ at extension settings.  
The call is transferred back to the transferring extension.  
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Note: The option can be altered in the Transfer Options section under the  
Options folder.  
To announce calls before transferring (Screened Transfer), put the caller on  
hold and dial the appropriate extension number. If the person at the  
receiving extension answers and wishes to take the call, hang up or dial  
‘recall’ ‘4’ to complete the transfer and get an internal dial tone. The caller is  
immediately taken off hold and connected to the receiving extension. If the  
person at the receiving extension does not wish to take the call, press  
‘Recall’ ‘5’ to return to the caller.  
If you dial an extension that is busy or not answered, you can complete the  
transfer so that the caller is directed according to that extensions’ Call  
Cascade settings.  
Note: If you tend to handle many calls, you may want to complete or  
cancel a transfer without hanging up. Recall ‘4’ will complete the transfer  
and provide an internal dial tone while recall ‘5’ cancels the transfer and  
connects you back to the caller.  
From a Local Extension to any outside telephone number  
To initiate an Unscreened Transfer, put the caller on hold and select a Line  
Hunt Group (dial 80 for Same Line Connect). Dial the outside telephone  
number and press ‘recall’ ‘4’ to complete the transfer. You cannot simply hang  
up to complete the transfer because this disconnects the call.  
If the person at the receiving extension does not wish to take the call, press  
‘recall’ ‘5’ to return to the caller.  
Note: If you have the 3-Way Calling/Conference or Centrex Transfer  
feature enabled on the current line, select the Same Line Connect (80) to  
make use of these features. Everything proceeds as above on the same  
line the call came in.  
3.2.5 Call Park — Parking and retrieving callers  
Call Park is a feature for placing a call on hold and then retrieve it from any  
other Local Extension. TalkSwitch has 10 Park Orbits in all models (500–509).  
3.2.5.1 Parking a caller  
To place a caller in the next available Park Orbit, press ‘recall’ and  
You hear a confirmation that indicates that the caller has been parked  
510.  
*
successfully and into which Park Orbit. If you use the TS-200, TS-400 or  
TS-600 phones, press the PARK button or softkey.  
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3.2.5.2 Parking a caller using Auto Park  
To place a caller in the next available Park Orbit, press ‘recall’ and  
You hear a confirmation that indicates the caller has been parked  
successfully and into which Park Orbit.  
510.  
*
3.2.5.3 Retrieving a parked call  
Once the caller is parked, retrieve the caller at another Local Extension by  
pressing and the appropriate Park Orbit. If Direct Line Access is  
* *  
enabled at the extension, you must press ‘recall’ first. If using the TS-200,  
TS-400 or TS-600 phones, press the UNPARK button or softkey and enter the  
Park Orbit.  
3.2.5.4 Using Call Park with the Paging option  
If the External Paging option is enabled on TalkSwitch, you may choose to  
announce over the P.A. system (by pressing  
in a specific Park Orbit for a co-worker. For example: “Bob, please pick up  
501.” This tells Bob that he can retrieve the parked call from any extension  
0) that there is a call parked  
*
by pressing  
* * 501 at the dial tone. The caller is now connected to Bob  
at that extension. If Direct Line Access is enabled at your extension, press  
‘recall’ before retrieving the parked call.  
If you have a combination of TS-200, TS-400 and TS-600 phone sets in the  
office, you can page over these handsets individually or as a group.  
3.2.6 Call Queue/UCD/Call Waiting — Queuing and retrieving callers  
3.2.6.1 Queuing calls to a single extension  
Call Queue is a useful feature for placing multiple callers on hold at your  
extension while you are on an existing call. Call Queue is enabled in the  
TalkSwitch software’s Call Cascade section in the Call Handling folder for  
Local Extensions and Extension Ring Groups. Callers will get queued at your  
extension if you set the first level in the ‘Busy’ Call Cascade to ‘queue call.  
If an extension is busy and has ‘queue call’ set for the ‘Busy’ Call Cascade,  
incoming callers hear one of the prompts below, followed by music (if  
enabled) while they are on hold:  
If the call came from the Auto Attendant and the extension has a voice  
mailbox:  
“The extension you have reached is currently busy. If you wish to continue  
holding, please remain on the line. To leave a voicemail message, press 1,  
and to return to the main menu, press  
”.  
*
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If the call came from the Auto Attendant and the extension has no voice  
mailbox:  
“The extension you have reached is currently busy. If you wish to continue  
holding, please remain on the line and to return to the main menu,  
press  
.”  
*
If the call was transferred from another extension and the extension  
has a voice mailbox, but there is no Auto Attendant on this line with a  
main menu to return to:  
“The extension you have reached is currently busy. If you wish to continue  
holding, please remain on the line. To leave a voicemail message, press 1.”  
If the call was transferred from another extension and the extension  
has no voice mailbox and there is no Auto Attendant on this line with a  
main menu to return to:  
“The extension you have reached is currently busy. If you wish to continue  
holding, please remain on the line.”  
While the caller is on hold at your extension, you hear a ‘Call Waiting’ beep  
every 75 seconds. If you want to rotate through queued callers, dial ‘recall’  
and ‘7. The caller you are speaking to is placed on hold, and the first caller in  
the queue is retrieved. If you have multiple callers queued up, press ‘recall’  
and ‘7’ to retrieve callers on a first in/first out basis.  
If Call Waiting is enabled for the busy action of a Local Extension, callers hear  
ringing (or music if enabled) while the Local Extension hears a ‘Call Waiting’  
beep and receive the Caller ID for the new call. To connect to the new caller,  
press ‘recall’ 7. To let the caller fall through to the next level of the cascade,  
ignore the beep.  
3.2.6.2 Queuing callers to an Extension Ring Group  
If you want to queue callers for a Ring Group, configure this action using an  
Auto Attendant. This feature is also referred to as Automatic Call  
Distribution.  
Example: Configure Auto Attendant 1 to queue callers to ring group 301 for  
technical support if they have pressed ‘5. When a caller presses ‘5’ for  
technical support, they enter the queue immediately. Every 60 seconds the  
caller hears the following prompt: “Your call is important to us. Please remain  
on the line. To return to the previous menu, press star.” Extensions that are  
part of the ring group and are available will start ringing within 10 seconds  
of hanging up the phone from a previous call. The delay allows time to make  
a new call or activate ‘Do not Disturb’ as a log out option. After 5 extension  
rings, it will ring once every 16 seconds. When picked up, you hear a prompt  
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#
that provides the option to accept the queued call (press  
) or leave the  
caller in the queue (press ) and return to the dial tone to make a new call.  
*
3.2.7 Using the TalkSwitch Call Waiting feature  
The Call Waiting feature is activated as a ‘busy’ option at the Call Cascade  
routing for any local extension. When it is activated and the dialed extension  
is in use, the caller hears ringing or music depending on the Music on hold  
settings. The person at the extension hears the following:  
1. If the phone supports Call Waiting Caller ID (Type II signaling), you hear a  
beep followed by a short ‘blip. Depending on your phone, you may hear  
something similar to a modem noise. This is normal. During this  
notification, the Caller ID information is displayed on the phone. The  
caller does not hear the beep. The phone mutes the other side.  
2. If the phone does not support Call Waiting Caller ID, you hear a beep.  
When the Call Waiting notification beep is heard, the person at the  
extension can dial ‘recall’ 7 to put the current caller on hold and answer  
the new caller. S/he has the option to dial ‘recall’ 5. This terminates the  
current call and connects the new call. If the person at the extension does  
not want to take the new call, s/he can ignore the Call Waiting beeps and  
TalkSwitch directs the caller to the next level of the Call Cascade for that  
extension (i.e. send the caller to the associated voice mailbox).  
3.2.8 Conference calling with TalkSwitch  
Case A: Two TalkSwitch Local Extensions and one outside caller  
You do not require access to the telephone company’s 3-Way Calling/  
Conference service to use TalkSwitch’s conference calling capabilities.  
1. Establish a call with an outside party.  
2. Press ‘recall’ to place the outside caller on hold. Dial the number of the  
Local Extension you wish to conference with.  
3. When the extension is picked up, press ‘recall’ and ‘6’ to establish the  
3-way call.  
Case B: Two outside callers and one Local Extension  
(e.g.: Line 1 and Line 2)  
There are two different methods for this type of conference call. The first  
method is similar to the one above, using only TalkSwitch for the conference  
function.  
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1. Establish a call with an outside party.  
2. Place the outside caller on hold and dial the number of the other outside  
party. If you don’t have ‘Direct Line Access’ enabled at your extension,  
dial ‘9’ or another Hunt Group before dialing the second phone number.  
3. When the call is answered, press ‘recall’ ‘6‘ to establish the 3-way call.  
The second method uses the telephone company’s 3-Way Calling/Conference  
service.  
1. Establish a call with an outside party.  
2. Press ‘recall’ 80 to place the outside caller on hold and dial the number of  
the other outside party.  
3. When the call is answered, press ‘recall’ 80 to establish the 3-way call.  
3.2.9 Making and receiving calls using VoIP  
TalkSwitch models with VoIP trunks support inter-branch connectivity via  
PSTN and VoIP. Once properly configured, calls are made between locations  
using VoIP with broadband connections. TalkSwitch has 50 VoIP location  
codes (250-299) that can be assigned to any VoIP number. These location  
codes are dialed from any extension or auto attendant. TalkSwitch  
automatically hunts the VoIP ports for placing these calls.  
Other calls are made over VoIP by dialing hunt group 88 (activate voip  
numbers in this hunt group first). Dialing ‘88’ at the internal dial tone tells  
TalkSwitch to hunt all voip numbers for an available line. In order to reach a  
remote location, a VoIP phone number has to be assigned to the VoIP number  
you intend to call.  
Example: You have 3 branch locations (New York, Miami, San Jose), all with  
VoIP enabled TalkSwitch units.  
Location 1: New York  
Phone numbers assigned to 4 VoIP numbers: 250-261 (12 phone numbers)  
Location 2: Miami  
Phone numbers assigned to 4 VoIP numbers: 270-273 (4 phone numbers)  
Location 3: San Jose  
Phone numbers assigned to 4 VoIP numbers: 280-283 (4 phone numbers)  
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If someone in the New York office wants to reach someone in the Miami  
office, they can dial one of the phone numbers associated to Miami  
(270-273). TalkSwitch automatically finds an available VoIP number and  
connects to the Miami location. The TalkSwitch at the Miami location  
handles the call according to the configuration in the Call Handling  
section for the voip numbers.  
3.2.10 Using Phones connected in parallel to TalkSwitch  
Phones connected in parallel (not connected to TalkSwitch but connected to  
the same line) with TalkSwitch always ring at least once before TalkSwitch  
starts ringing its extensions or the Auto Attendant answers the call.  
TalkSwitch uses the first ring to identify the incoming ring pattern before  
passing it on to the extensions or the Auto Attendant (TalkSwitch  
determines if the call is a Distinctive Ring and detects any Caller ID  
information). A parallel phone can ‘barge in’ on any telephone call on any of  
TalkSwitch’s Lines.  
Making and receiving calls on phones connected in parallel with  
TalkSwitch  
Making Calls: Make calls on parallel-connected phones as if TalkSwitch were  
not sharing the telephone line with them.  
Answering Calls: If a call is answered on a parallel-connected phone before  
the Auto Attendant engages, continue with the call as usual. TalkSwitch  
takes no further action. If a call is answered on a parallel-connected phone  
after the Auto Attendant engages, turn off the recorded Auto Attendant  
message using the phone’s touch-tone keypad and dial ‘  
the call on the parallel-connected phone.  
0. Continue  
* *  
Transferring calls on parallel-connected phones  
Calls answered on a parallel connected phone can be transferred to any  
TalkSwitch extension or voice mailbox. To transfer the caller, key in the  
‘Transfer Prefix  
* * . After you hear 2 ‘beeps’, enter the extension or  
voice mailbox number and hang up. You cannot announce a caller to the  
transferred extension but if you stay on the line, you are in a ‘conference  
call’ state. You can hang up at any time.  
If you transfer a call from a parallel connected phone and then hang up, the  
extension rings the number of times specified for that extension. If the  
extension is not answered within the number of rings, the call is handled  
according to that extension’s Call Cascade actions.  
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When a phone in parallel with TalkSwitch is off-hook, you notice that the  
corresponding line light flickers to indicate the line is busy. TalkSwitch does  
not allow extensions to interfere on a call that has the line in use.  
#
Note: You can change the Transfer Prefix to  
instead of  
*
* *  
if the default prefix conflicts with another device or service. To change  
the Transfer Prefix, open the Configuration software and change the  
setting in the Options -> Transfer Options window.  
3.2.11 Modems and telephone line access  
If your modem is attached to TalkSwitch as an extension, you can configure  
it to access your telephone lines in one of two ways:  
1. Direct Line Access: Give the extension where your modem is attached  
‘Direct Access’ to one of your telephone lines (i.e. you don’t have to dial  
9, or any other Hunt Group to access an outside line). This is useful if you  
don’t want to change your dial-up options for the modem. See section  
2.3.1.4 for more details on configuring Direct Line Access.  
2. Hunt Groups: If you use a telephone and modem on the same extension,  
Direct Line Access is not the best solution. TalkSwitch extensions with  
Direct Line Access immediately connect to one of your lines when you  
pick up the telephone’s handset, disabling you to select a specific  
telephone line or to access voicemail, intercom or other system features  
without first pressing ‘recall.  
To have your modem access a specific line using a Hunt Group:  
Change your modem’s ‘Dial Properties’ to include the intended Hunt Group  
(81-88 or 9) followed by the letter ‘w’, before the ‘Dial up Networking’  
telephone number (e.g. 9w555-5555). Including the letter ‘w’ after your  
‘Dial out Access’ number instructs your modem to  
a) dial the access number 81-88 or 9,  
b) wait until it detects a dial tone, and then  
c) dial your ‘Dial up Networking’ number.  
If your modem has problems dialing out, use a comma (,) (2 second  
pause) instead of the ‘w’ for (wait for dial tone).  
Note: Because TalkSwitch with or without LAN port are digital systems,  
modem calls will only operate at a maximum speed of approximately 32  
Kbps.  
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3.3 OUT OF THE OFFICE — RECEIVING CALLS THROUGH  
CALL FORWARDING  
3.3.1 The three ways to forward calls  
1. Automatic call forwarding  
The Auto Attendant can automatically forward office calls to your call  
forwarding telephone number(s) (Remote Extensions). Use the Auto  
Attendant message to prompt callers to select your Remote Extension  
number(s). (e.g. “To speak to John Doe, press 211.”)  
2. Manual call forwarding  
If someone in your office has answered a call at a Local Extension, the  
call can be ‘transferred’ to one of the call forwarding (Remote Extension)  
numbers. Put the call on hold at the Local Extension, dial the Remote  
Extension number (e.g. 211) to which you want the call forwarded and  
hang-up. The call is handled according to the Call Cascade options of that  
Remote Extension.  
3. Conditional call forwarding  
If the Auto Attendant answers a call and the caller selects an extension  
or Ring Group number that is busy or is not answered, the Auto  
Attendant can forward the call to a Remote (out of office) extension  
number. Conditional call forwarding is configured in the TalkSwitch  
Software using the Call Cascade’s ‘No answer’ or ‘Busy at ext.settings  
configurable for each Local Extension, Remote Extension and Ring Group.  
3.3.2 Transferring calls from a Remote Extension  
Calls forwarded to a Remote Extension (not using Centrex or 3-Way Calling  
services), can be transferred to any local or remote extension, ring group or  
voice mailbox. This feature also applies to VoIP numbers 250-299.  
Transferring calls  
Calls are placed on hold at a Remote Extension by dialing  
during a conversation. You hear the dial tone that you hear at a Local  
Extension. Perform any of the following actions at any time:  
anytime  
* *  
1. Press  
to retrieve the call placed on hold.  
* *  
2. Dial any Local Extension, Remote Extension or Ring Group.  
3. Dial and mailbox number to transfer a caller to a voice mailbox.  
*
If the system is configured in the TalkSwitch Configuration software under  
Options -> Transfer Options in the Remote Transfer section to Perform a  
blind transfer, the system plays the prompt “Call Transferred. Goodbye.” and  
hangs up after the extension or mailbox is dialed.  
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If the system is configured in the Transfer Options section to allow calls  
screening, you dial 4 to complete a transfer or 5 to cancel  
* *  
* *  
the transfer and return to the caller.  
3.3.3 Screening options for forwarded calls  
The screening options for Call Forwarding are configured in the TalkSwitch  
software using the Call Cascade’s ‘Answer at ext.options available in the  
‘Remote Extension’ window. See section 2.3.3.10.  
Forwarding calls with screening  
When ‘play accept/reject prompt’ is configured in the ‘Answer at ext.Call  
Cascade option, TalkSwitch plays a pre-recorded prompt to callers asking  
them to hold and dials your call forwarding telephone number. When you  
answer the forwarded call, TalkSwitch plays a pre-recorded prompt that  
identifies the call as forwarded (“This is Call Forward”). To accept the  
#
forwarded call, press  
on your telephone keypad or, to re-route the call to  
or hang up.  
its call screening Call Cascade options, press  
*
When ‘play caller’s name first’ is configured in the ‘Answer at ext.Call  
Cascade option, TalkSwitch plays a pre-recorded prompt to callers asking  
them to record their name at the sound of the tone. TalkSwitch asks the  
caller to hold and dials the call forwarding telephone number. When you  
answer the forwarded call, TalkSwitch plays a pre-recorded prompt that  
identifies the call as forwarded (“This is Call Forward, you have a call  
from...”) and plays the recording of the callers name. To accept the forwarded  
#
call press  
on your telephone keypad or, to re-route the call to its call  
or hang up.  
screening Call Cascade options press  
*
When either screening option is used, music on hold is enabled and you are  
not using the 3-way calling feature (Same Line Connect) to forward calls, the  
caller hears music while TalkSwitch is waiting for the Remote Extension to  
accept the call.  
If a forwarded call is not answered or the line is busy, TalkSwitch performs  
the following, based on how the call was originally forwarded:  
If the call was automatically forwarded, the call follows the Remote  
Extension’s ‘No answer at ext.or ‘Busy at extension’ Call Cascade action.  
If the call was manually forwarded, the call follows the Remote  
Extension’s ‘No answer at ext.or ‘Busy at extension’ Call Cascade action.  
This action can be changed to ring the extension back to the person who  
performed the transfer (Options>Manual Transfer).  
If the call was conditionally forwarded, the call follows the Call Cascade  
action in the ‘No answer at ext.or ‘Busy at extension’ for the original  
extension selected.  
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3.3.4 Calls over VoIP with SIP phones and Gateways  
If teleworkers are connected to the system via a certified compatible SIP  
device (i.e. gateway or SIP phone), there are several ways for that teleworker  
to interact with TalkSwitch.  
Making calls  
Once the phone or gateway is registered with the TalkSwitch SIP server, calls  
can be made as follows:  
1. At dial tone, dial a phone number associated to any of the other  
locations.  
2. At dial tone, dial a phone number associated to one of the voip numbers  
on TalkSwitch. Ensure that an Auto Attendant is programmed to answer  
this line. Once the Auto Attendant has answered, dial any extension,  
VoIP location or voice mailbox. To place calls through the regular phone  
lines, you must activate and configure a DISA account. To access regular  
phone lines dial ‘9’ and enter the password for DISA.  
Note: Currently, TalkSwitch does not support the ability to place calls on  
hold or transfer calls when making calls to other locations, since the call  
does not actually go through TalkSwitch.  
Receiving calls  
Once the phone or gateway is registered with the TalkSwitch SIP server, calls  
are received directly from other registered gateways or through the system.  
1. If the call is routed via TalkSwitch, you can transfer the caller dialing  
and any extension or voice mailbox.  
* *  
2. If the call came directly from another SIP gateway or phone, you can  
transfer the call if your service provider supports this feature.  
3.4 USING THE TALKSWITCH VOICEMAIL SYSTEM  
Each TalkSwitch unit comes with approximately 30 minutes of voicemail  
recording capacity (shared with Auto Attendant greetings). This capacity can  
be increased by adding TalkSwitch memory cards. You can add 1, 2, 4.5, or 9  
hours of storage to each unit. Contact your TalkSwitch dealer to purchase  
memory cards. When you insert a TalkSwitch memory card in the memory  
slot, the system configures the card automatically within 20 second.  
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3.4.1 Activating voicemail boxes  
Activate Voice mailboxes in the TalkSwitch configuration software. There are  
three series of Voice mailboxes that you can activate in the Voicemail section  
of the configuration.  
1. Local Extension mailboxes  
These mailboxes are generally associated with the Local Extensions. All  
Local Extensions are activated with a respective mailbox by default.  
2. Remote Extension mailboxes  
The Remote mailboxes are associated with the Remote Extensions. If you  
activate a Remote Extension and want a voice mailbox associated with  
that extension, activate that mailbox in the Voicemail tab.  
3. General mailboxes  
Activated these mailboxes in the General Voicemail window. They are not  
associated with particular extensions.  
Note: If you want inbound calls to go straight to a voice mailbox after x  
number of rings, program an Auto Attendant to answer and provide a fall  
through to voicemail. See section 3.3.3 for an example of this  
configuration.  
Callers can reach voicemail or announcements via the Auto Attendant, Call  
Cascade, or be transferred from a Local Extension. To leave a message from a  
local extension, they pick up a Local Extension, dial  
number. To transfer a caller to voicemail, press ‘recall’  
number.  
and the mailbox  
and the mailbox  
*
*
#
When a caller presses  
after leaving a message or after 2 minutes have  
elapsed, TalkSwitch plays a prompt asking callers if they wish to keep the  
message, listen to the message or re-record the message. Callers can press ‘0’  
and the system directs the call according to the settings of that mailbox.  
3.4.2 Retrieving messages/Accessing a voice mailbox  
When a new message is left in a Local Extension mailbox, TalkSwitch plays a  
stutter dial tone to that extension when the handset is picked up. It can light  
up the message waiting light on the phone if the phone supports FSK Message  
Waiting Indicator. The TS-200, TS-400 and TS-600 phones support a message  
waiting counter. The display on the phone shows the number of new messages  
stored in the mailbox(es) associated with that extension.  
To access a mailbox and retrieve messages, or, to change mailbox options, dial  
#
from a Local Extension or  
and the mailbox number at  
* *  
* *  
the Auto Attendant if dialing from an outside location (or a local extension).  
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Local extensions can transfer employees to access voicemail by pressing  
‘recall’, then pressing and entering the mailbox number.  
* *  
If Direct Line Access is enabled, be sure to press ‘recall’ before trying to  
access your mailbox.  
Note: If you have a line configured to go straight to voicemail, dial ‘8’  
during the greeting to access messages from outside phones.  
The first time you access your voicemail, you are prompted to set up your  
mailbox by assigning a password (optional), recording a greeting and  
recording your name for the dial-by-name directory. There are no directory  
listings for the general mailboxes and you are not prompted to record a  
name. If you wish to have your name in the company directory, use the  
mailbox associated with its extension The directory is related to the  
extension and its mailbox.  
Once your mailbox has been setup and you access it through prompt  
instructions, you may do the following:  
Listen to messages (press 1)  
If there are messages in your mailbox, press 1 to access them. TalkSwitch  
always starts with new messages before it plays back any older messages. You  
can perform the following actions during or after the message.  
Dial 1:  
Dial 11:  
Dial 3:  
Dial 33:  
Dial 5:  
Dial 6:  
Dial 7:  
Dial 9:  
Rewind 10 seconds  
Rewind to beginning of message  
Skip ahead 10 seconds  
Skip to end of message  
Listen to time and date stamp  
Forward the message (with or without a note)  
Delete message  
Save message  
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Dial  
Dial  
:
:
Back up one level  
*
#
Skip to next message – This leaves new messages as new.  
Change greeting options (press 2)  
This allows you to record a new personal voicemail greeting. The default  
greeting is: “The extension you have reached is unavailable at this time.  
Please leave a message after the tone.  
Remember: While recording your greeting or announcement, callers can  
press  
to return to the previous Auto Attendant (if the call came from  
*
the Auto Attendant) while listening to your greeting. When they are done  
#
recording, they can press  
for more options. You may want to give  
your callers these options for their convenience.  
Change personal options (press 3)  
This allows you to change your current password, turn auto date and time  
stamp on and phone number on/off and set up or change Pager and Remote  
Phone Notification for new messages. By default, auto date and time stamp is  
on and this information is played at the end of each message. If you have  
Caller ID service, the phone number is also included with the time and date.  
Record name for Dial by Name Directory (press 4)  
If you not yet recorded your name for the directory or wish to change the  
recording, do so here. The dial-by-name directory is accessed at the Auto  
Attendant according to your configuration. Callers are directed to enter the  
first 3 letters of the employee’s last name. The system finds the exact or  
closest match and plays the recorded name and the extension number. It  
then gives callers the option to connect to that extension.  
Note: You must record your name in order for the extension to be  
included in the dial-by-name directory.  
3.4.3 Pager and Cell Phone notification  
When a new message is left in a voice mailbox, it can notify a pager, cell  
phone or any remote number if the mailbox is configured to do so.  
Configure the system to notify you for every new message or for only the first  
new message received since the last time you accessed new messages.  
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If you use Remote Phone Notification, you have the option to accept or  
reject the notification call when you answer. To listen to messages, press  
#
. To postpone listening to messages, press  
.
*
For details on configuring Pager and Remote Phone Notification, please see  
section 3.4.  
3.5 MUSIC ON HOLD  
TalkSwitch can play music to callers when they are on hold, parked or  
queued. The music played to the callers is provided by the source you have  
connected to the MUSIC port or from a .wav file (8 KHz, 8 bit, mono, u-law,  
wav format) stored internally on the unit(s).  
When a .wav file is loaded on the TalkSwitch units, the file is duplicated to  
all units on the LAN for redundancy in case the LAN goes down or a  
particular unit is unavailable.  
Music on Hold and Call Forwarding to Remote Extensions  
If you are using the telephone company’s 3-Way Calling/Conference service  
(Same Line Connect) to activate TalkSwitch’s Call Forwarding, callers do not  
hear your music while they are forwarded to a Remote Extension. When calls  
are forwarded, the caller is put on hold by the telephone company’s central  
office switch rather than by TalkSwitch and the caller hears silence while  
being transferred.  
A system prompt indicates that callers hear silence while the system tries to  
locate their party. This prompt explains to callers why all of a sudden they  
hear silence for an extended period of time before connecting to the Remote  
Extension. This prompt cannot be disabled.  
If you have two or more units on a LAN, we recommend  
that you load a .wav file to the system of units. If you use  
an external music source, supply a music source to each  
TalkSwitch unit. 1/8" audio splitters are available at most  
electronics stores.  
3.6 MODE SWITCHING OPTIONS  
Manual Mode Switching  
Use telephone keypad commands at a Local Extension or at the Auto  
Attendant to switch TalkSwitch Modes.  
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#
At the Local Extension dial tone or at the Auto Attendant, dial  
to enter  
command mode and enter a password (if required). Dial any of the following  
#
Quick Commands and press the  
sign.  
Activate Mode 1:  
Activate Mode 2:  
Check Current Mode:  
3 1  
3 2  
3 0  
Automatic Mode Switching using the Time Scheduler  
Use the configuration software to activate TalkSwitch’s Time Scheduler  
feature. You can configure TalkSwitch to switch between Modes automatically  
by configuring the times for Mode changes in the ‘Modes’ window under Call  
Handling in the configuration software.  
If you switch modes manually, TalkSwitch automatically switches to the  
proper mode during the next scheduled mode change.  
3.7 OUT OF THE OFFICE — MAKING CALLS WITH  
CALL BACK AND DISA (CALL BRIDGE)  
Working together, Call Back and Call Bridge act as your personal long distance  
operator. Whether you are across town or around the world, these two  
features allow you to place calls from your office telephone line(s).  
3.7.1 Using (Call Bridge)  
Call Bridge allows you to place calls using your office telephone lines when  
you are not in the office. You can make a call to TalkSwitch, access a  
telephone line connected to TalkSwitch and enter the number you want to  
dial. This is especially useful when you are out of the office with your cell  
phone and need to dial a long-distance number. To avoid long-distance cell  
rates, all you need to do is make the local call to TalkSwitch to access Call  
Bridge and make the long-distance call, accessing your office savings plan.  
How to use DISA (Call Bridge)  
Dial into one of TalkSwitch’s Lines. When the Auto Attendant answers, select  
a Hunt Group (81 – 88 or 9) or Same Line Connect (80). You are then asked to  
supply your Account password to receive dial tone. If you are using Same  
Line Connect (80) and your line supports the 3-Way Calling/Conference  
service, you are prompted to enter the phone number.  
When you have completed your call (or if the telephone number dialed was  
busy), do one of the following:  
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a) Make another call  
#
#
Press  
. TalkSwitch disconnects you from the call in progress.  
You can dial another number or redial the same number.  
b) Activate the Auto Attendant  
#
Press  
. TalkSwitch ends the DISA session and activates the  
*
Auto Attendant. Once the Auto Attendant message begins playing,  
you have the following options:  
#
Dial  
Mode.  
(and enter a password if applicable) to enter Command  
Dial ‘6’ to change/enter Call Back settings.  
Dial one of your extension numbers (Local, Remote or Ring Group).  
This option allows you to contact someone in your office, check  
your voicemail, etc.  
c) End the Call Bridge Session  
Hang up. This ends your DISA session and disconnects you from  
TalkSwitch. If you want to guarantee that TalkSwitch disconnects at  
#
#
the end of a DISA session, press  
and then hang up.  
The DISA telephone number dialed can be any telephone number: local, long  
distance, toll free (800 and 888) or international. Enter the telephone  
number as you would in your office. For long distance calls, do not forget to  
include the ‘1’, country code, and area code.  
3.7.2 Using Call Back  
The Call Back feature allows you to initiate TalkSwitch to call you at a  
specified telephone number. This gives you access to any of the following:  
Call Bridge  
Local Extensions, Remote Extensions and Extension Ring Groups  
Voicemail  
Configuration settings  
Using Call Back involves 3 easy steps:  
1. You call your TalkSwitch telephone number to activate Call Back.  
2. You answer and accept the Call Back. (TalkSwitch calls you back within  
30 seconds.)  
3. At the Auto Attendant you can choose to perform DISA, dial any  
extension, access and retrieve voicemail or configure TalkSwitch.  
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Activate Call Back  
There are two ways to activate Call Back.  
1. Using ‘Prompted Call Back’ Activation:  
From your out-of-office location, dial a TalkSwitch telephone number. Let  
the line ring until the Auto Attendant answers your call and then dial ‘6’  
on the telephone keypad. If you have enabled password protection you  
are asked to supply your password. TalkSwitch then offers a series of  
prompts. You can enter 1 and hang up to initiate the Call Back, or, if you  
need to enter a new Prompted Call Back number, enter 2 to access the  
Prompted Call Back settings, then follow the prompts.  
Note: For Prompted Call Back, TalkSwitch always dials the last Prompted  
Call Back number entered. If you do not have the Auto Attendant set to  
answer a line, a generic TalkSwitch Auto Attendant will answer after 15  
rings. You can then dial ‘6’ to access the Call Back settings.  
2. Using ‘Auto Call Back’ Activation:  
From your out-of-office location, dial one of the Call Back telephone  
numbers that has been pre-configured for Auto Call Back activation. Let  
the line ring at least once but no more than three times and hang up  
before the call is answered. Within 20 seconds, TalkSwitch calls your Auto  
Call Back number.  
Note: It is important to remember that all Call Back settings must be  
pre-configured to use Auto Call Back. Please ensure that the Auto  
Attendant for the line using Call Back does not answer before 4 rings.  
Accepting the Call Back  
There are two ways to accept a Call Back from TalkSwitch.  
#
1. Call Back is normally accepted by answering the call and pressing  
.
If required, enter your password. This option is used when you have a  
direct line to your Call Back telephone number.  
2. The ‘Use Announced message’ option allows the Call Back from TalkSwitch  
to reach you when you are in a hotel or an office where calls are  
intercepted by a receptionist or switchboard operator. When the Call Back  
is answered, TalkSwitch begins playing your pre-recorded message (e.g.  
“Please forward this call to Jane Doe in room 312”). The message is  
#
repeated for 2 minutes. When the call is forwarded to you, press  
and  
enter your password on the telephone keypad to accept the Call Back. If  
the Call Back is not accepted within the initial 2-minute period,  
TalkSwitch disconnects the Call Back. When you accept the call, you hear  
the Auto Attendant. You can select to check your voicemail, ring an  
extension, use Call Bridge or enter command mode.  
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3.8 UPGRADING THE TALKSWITCH SOFTWARE  
AND FIRMWARE  
We are continually looking for ways to enhance your communications  
capabilities. When new features are added, we want TalkSwitch users to have  
immediate access to the update.  
TalkSwitch supports firmware updates for adding new features. You can  
easily update your TalkSwitch. Visit our website at  
http://global.talkswitch.com.  
Step #1 — Check current version  
To identify the appropriate update file, you must determine your TalkSwitch  
firmware and software versions. To find your TalkSwitch software version  
number, go to the Help -> About TalkSwitch Configuration Utility...  
Write down the software number. Go to the TalkSwitch website at http://  
global.talkswitch.com. The instructions help you select and download the  
appropriate upgrade.  
Note: The instructions on our website take precedence over any  
instructions in this user guide.  
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The TalkSwitch firmware version number of each unit is in the System  
information window. In the TalkSwitch Configuration start window, click the  
link ‘View System Information.  
Step #2 — Download new software and firmware  
When you select and click on the appropriate version for download, a screen  
displays asking you what you would like to name the file you are about to  
download and in where (folder/directory) you would like to save it. We  
suggest leaving the file name as it is (e.g. install.exe) and saving it on your  
Desktop. Once the download is complete, begin your upgrade by double  
clicking on the install file or using the ‘Run’ option on your Windows ‘Start’  
menu. A series of windows guide you through the installation process.  
This process updates your configuration software to a newer version. You still  
need to update the firmware to take advantage of new features. The new  
firmware file is placed in the TalkSwitch directory after running the install  
program.  
Step #3 — Updating the firmware  
The last step is to update the firmware. Follow the instructions on the  
website to perform the update.  
The update time varies depending on the connection type, how many files  
are needed and how many units are updated. On average the process takes  
between 1 and 5 minutes. The LED lights on the TalkSwitch’s front panel  
show diagnostic indicators for the update.  
When the update is completed, you are prompted to reboot TalkSwitch. In  
the dialogue box, click the ‘Proceed‘ button.  
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Note: If you have two or more units networked and are running 3.22  
firmware, TalkSwitch automatically copies the files to the other units on  
the LAN for update. Updating units remotely over IP is also supported  
with release 3.21. Units do not operate properly if they are networked  
together with mismatched firmware versions. To confirm all units are  
properly loaded, select ‘View Details’ on the ‘About TalkSwitch’ page in the  
configuration software. See below.  
If the firmware update was unsuccessful, please follow the instructions  
through the update process again. If problems persist, please contact your  
reseller or TalkSwitch.  
Note: Firmware updates do not alter your system configuration. In a  
major system update, it may be necessary for the configuration file to be  
reset to default values. In this case, reconfigure the entire system. During  
a major system update, TalkSwitch mentions any issues involved with the  
firmware update.  
If you replaced your computer with a new one, please use the software that  
matches the latest version of firmware running on TalkSwitch. If obtained  
the software from our website, download the install file. All install files on  
our website have both, the entire software program and the latest firmware.  
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C H A P T E R  
4
CALL DETAIL RECORD LOGGING  
(CDR)  
This chapter covers the setup and retrieval of records generated by calls  
through the TalkSwitch phone system.  
4.1 ENABLING CALL DETAIL RECORD (CDR) LOGGING  
TalkSwitch can report the CDRs in “real-time” to a computer connected to  
the unit’s serial port, or log the CDRs in a file on the unit itself.  
1. Connect TalkSwitch to your computer and open the TalkSwitch  
Configuration software.  
2. Click the Tools menu -> Call Logging Output.  
3. Select Real-time to Serial Port or Store to File on TalkSwitch.  
4. File -> Save to TalkSwitch  
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When storing the CDR to a file on TalkSwitch, approximately 6000 records are  
stored in a circular buffer. This means that sometime after 6000 records, the  
oldest records will be deleted as new ones are created. This amounts to 6000  
records cover anywhere from a couple of days on a very busy system to over a  
month on systems that have less traffic.  
When the CDR data is streaming real-time out of the Serial port, no file is  
generated on TalkSwitch, therefore, there is no buffer limit. As each event in  
a call is completed, the record will be sent out the Serial port.  
4.2 RETRIEVING DATA  
There are 2 different methods of retrieving the data from TalkSwitch:  
Web Interface — Store to File on TalkSwitch* (*only on models with LAN  
ports)  
Serial Interface — Real-time to Serial Interface.  
4.2.1 Web Interface — Store to File on TalkSwitch  
You can access the CDR information through an HTTP interface. In a web  
browser’s Address Bar, enter the Box IP address of the TalkSwitch system.  
1. In a web browser enter the TalkSwitch unit IP address followed by the  
forward slash and login.html  
Note: You can confirm the unit’s IP address from the  
System Information -> IP Configuration page in the software.  
2. At the login screen, enter the System name for username, if set, and the  
administrator password in the password field. You can find this  
information in Talkswitch configuration software under  
System Information -> Administration.  
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3. Click on the link for Call Detail Record (CDR) Management.  
4. You may either right click on Download CDR to save the information to  
your PC or left click on the link to view the current information.  
Once the CDR file has been downloaded, you can clear the buffer/file by  
selecting the link under Clear CDR. The link will take you to a confirmation  
page. Select Yes to proceed. To cancel, select No.  
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4.2.2 Serial Interface — Real Time to Serial Interface  
In order to capture the data in a real time environment you must have a PC  
connected to TalkSwitch Unit ID 1 with a serial cable.  
1. Launch Hyper Terminal by clicking Start -> Programs ->  
Accessories -> Communications -> HyperTerminal.  
2. A window pops up prompting for a connection name. Enter TalkSwitch,  
then click OK.  
Note: If you have not used Hyper Terminal before you will be prompted to  
set this program as a default telnet application and enter your area code.  
3. In the Connect using: drop-down menu, select the PC COM port that the  
serial cable is connected to, then click OK.  
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4. Set the bits per second to 57600. All other values may be left at their  
defaults, then click OK.  
5. Click on Transfer -> Capture Text...  
6. Select the appropriate directory and filename to save the data. Click  
Start.  
Note: It is recommended to stop the capturing of text periodically and  
restart saving it to a new file. This allows easier viewing and analyzing of  
information.  
4.3 ANALYZING THE DATA  
The data can be viewed either through the web interface or downloaded and  
opened into a spreadsheet (e.g. Excel) as a delimited text file. The log is  
broken up into various columns:  
1. Call Type  
2. Log Number  
3. Event Counter  
4. Date  
5. Time  
9. Name from  
Caller ID  
10. Line  
6. Event Duration  
7. Connection  
8. Phone Number  
11. Account Number  
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Example:  
Type  
Log#  
Event  
Date  
Time  
Duration  
Conn.  
Phone Nr.  
Caller ID  
Name  
Line  
Account  
Nr.  
I
12328  
12328  
12328  
12328  
12329  
12329  
14080  
15652  
01  
02  
03  
04  
01  
02  
01  
01  
16/02/2006  
16/02/2006  
16/02/2006  
16/02/2006  
16/02/2006  
16/02/2006  
16/02/2006  
16/02/2006  
8:38  
8:38  
8:39  
8:39  
8:45  
8:48  
8:49  
11:38  
0:00:37  
0:00:35  
0:00:17  
0:00:05  
0:00:11  
0:00:09  
0:00:36  
0:00:12  
A004  
R302  
M442  
D103  
A137  
E195  
C021  
RCO  
02055512233  
02055512233  
02055512233  
01173345789  
02047812987  
02047812987  
02099090022  
02099090022  
Joe Smith  
Joe Smith  
Joe Smith  
Mary Miller  
Jane Doe  
Jane Doe  
13  
13  
13  
19  
21  
22  
10  
ABCDE  
ABCDE  
ABCDE  
T
T
X
I
B
O
I
0987C  
Jen Jones  
Each column contains specific information related to the current state of the  
call. The following is a list of the columns with an explanation for each one:  
1. Type — This column contains the following characters:  
a) I — Indicates an Inbound Call  
b) T — Indicates a Transfer State  
c) O — Indicates an Outbound Call  
d) B — Indicates a Bridged Call. For example a call in on one line that is  
forwarded over another. This will include calls forwarded to  
Remote Extensions.  
e) X — Indicates a Blocked Call  
f) A — Indicates an Account Number has been assigned to the call with  
the same log #.  
2. Log # — This column indicates log number for the call. For the duration  
of the call, the log number will remain the same, and the Event number  
will increment with each change of state. The first digit of the log  
number indicates on which box the event originated.  
3. Event — This column tracks various state changes of the call. For  
example when an Auto Attendant answers, the counter might be 1. When  
the caller selects an extension, the counter increments to 2, etc.  
4. Date — This column shows the date of the call. Date format is MM/DD/  
YYYY.  
5. Time — This column contains the time that the call entered a specific  
state. The time is displayed in 24 hour format.  
6. Duration — This column indicates the total time the call was in this  
state/event.  
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7. Connection — This column indicates where the call was for each event.  
This includes Auto Attendants, Voicemail, extension ringing or queuing.  
‘RCO‘ indicates that multiple extensions are ringing.  
Exxx = Connected to Extension xxx  
(xxx = 111-118, 121- 128, 131-138, 141-148)  
Axxx = Connected to Auto Attendant 00x (x= 1 to 9)  
Rxxx = Ringing at Extension xxx  
(xxx = 111-118, 121-128, 131-138, 141-148)  
Qxxx = Queued at Extension xxx  
(xxx = 111-118, 121-128, 131-138, 141-148, 300-309)  
Mxxx = Connected to Voice Mailbox xxx  
(xxx = 111-148, 211-248, 410-449)  
COxx = Forwarded out on Line xx. (See “10. Line” below for more details).  
8. Phone Number — This column displays the phone number of the  
inbound caller (if available) or the outbound caller.  
9. Name — This column displays the name of the caller (if available).  
10. Line — This column indicates on which Box and Line the call came in or  
out. The format of this information is Box # then Line #. Lines 1-4 are  
PSTN lines and 5-8 are VoIP lines. Example:  
11 — Box 1, Line 1  
23 — Box 2, Line 3  
16 — Box 1, VoIP 2  
11. Account Number — This column contains an account number that the  
user can assign after a call. This allows you to group calls together that  
may have been placed over time to calculate the total amount of time  
spent with a particular customer. The account number can be a numerical  
code up to 15 digits in length. To assign an account number after a call  
#
has been completed, dial  
8 8 + <Account Number> +  
.
*
If Direct Line Access is enabled on an extension,  
#
dial  
8 8 + <Account Number> +  
.
*
The data can easily be imported into any call management software or an  
Excel spreadsheet as a delimited text file. After the import, the data can be  
grouped and tallied based on the criteria set forth.  
Example:  
1. Total line usage for a day  
2. Number of inbound calls  
3. Wait times  
4. Average call times  
5. Number of calls per line  
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C H A P T E R  
5
VOIP INFORMATION  
5.1 INTRODUCTION TO VOIP  
The TalkSwitch with VoIP lines is a hybrid PSTN/VoIP phone system. The  
addition of VoIP to the TalkSwitch product line adds the ability to use a  
broadband IP connection for voice calls.  
The VoIP enabled TalkSwitch can be used in many different applications. The  
most popular configurations are multi-branch, teleworker integration and  
service provider integration.  
5.2 OPTIMIZING YOUR IP NETWORK FOR VOIP  
5.2.1 The Broadband Connection  
For optimum quality of VoIP calls on your system, we recommend that you  
subscribe to a high-speed broadband connection from your Service Provider.  
‘Lite’ broadband connections (typically 128 Kbps downstream and 64 Kbps  
upstream) are not suitable for simultaneous voice and data traffic. The  
limiting factor for a broadband connection is the upstream bandwidth to the  
Internet Service Provider.  
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Example: If you have a 1Mbps ADSL connection from your service provider, it  
usually means you have an upstream bandwidth of approximately 380 Kbps.  
Just because the service provider says that you have 380 Kbps upstream  
bandwidth does not mean that the full 380 Kbps is available at all times. In  
fact, a conservative approach is to estimate about half of the upstream  
bandwidth as being available. In this case, you could safely support 2  
simultaneous G.711 calls or 4 simultaneous G.726 calls or 10 simultaneous  
G.729 calls. These estimates do not factor in other data traffic on the  
network at the same time. With additional traffic on the Internet or private  
IP network, the number of simultaneous calls supported by the link is  
reduced.  
5.2.2 The Router/NAT/Firewall  
In a typical small office environment, there are several computers connected  
to an Ethernet switch, sometimes integrated into a router. A router handles  
the connection between two or more IP networks. Routers spend all their  
time looking at the destination IP addresses of the packets passing through  
and routing them accordingly. In a network that shares both data and voice,  
it is critical that the voice traffic has priority over the data packets. Some  
routers support Quality of Service (QoS) functionality for such purposes.  
These routers are identified as devices that support QoS, VoIP or  
prioritization. An inexpensive router for the small office market is the  
Linksys BEFSR81. It can be configured to provide prioritization of the voice  
traffic on the broadband connection to ensure that voice traffic gets through.  
It also supports DHCP, UPnP and VPN Pass Through.  
TalkSwitch uses UPnP (Universal Plug and Play) to automatically configure  
port forwarding VoIP ports, and receive updates whenever the WAN IP address  
changes so that it can properly update SIP messages.  
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5.2.3 The Local Area Network  
To share voice and data properly, your network requires an Ethernet switch.  
A switch isolates the Ethernet ports from each other and only allows traffic  
intended for the device connected to that port to ensure that data traffic  
doesn’t compete with voice traffic. A router is required to separate voice and  
data traffic (different subnets) successfully.  
Example: The Linksys BEFSR81 router has a built-in 8 port switch which is  
perfect for a LAN supporting both TalkSwitch units and computers. If you’re  
not certain whether your equipment is an Ethernet switch, contact the  
manufacturer.  
5.3 FAQ  
How does VoIP work?  
Voice over IP, or VoIP, sends calls over the Internet or any Internet Protocol  
(IP) network by converting voice traffic into data packets. These packets are  
routed over the IP network in the same way as other data, reassembled at  
the point of arrival and converted back to voice.  
Does a VoIP call sound like a regular phone call?  
Under the right conditions, VoIP calls can sound as good or even better than  
regular phone calls. Voice quality is affected by numerous issues, including  
how it is compressed for delivery over the Internet, decompressed and how  
packets are processed. A few steps can help ensure call quality.  
1. High-speed connections on both ends of the call  
Good quality VoIP is not possible over a dial-up modem connection. A  
broadband connection is required to support more simultaneous VoIP  
calls. Please visit our site at www.talkswitch.com/voip/voip_test.php  
to determine what your Internet connection can support.  
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2. Choose the right CODEC for your location  
TalkSwitch supports 3 CODECs (compression algorithms). The default  
CODEC is G.729 using approximately 25 Kbps bandwidth upstream and  
25Kbps bandwidth downstream for each call. G.729 provides very good  
call quality while minimizing bandwidth usage.  
The G.726 (32Kbps) CODEC is a better quality solution compared to the  
G.729 CODEC. However, it requires more bandwidth per call. A G.726 call  
typically requires 50 Kbps bandwidth upstream and 50Kbps bandwidth  
downstream for each call.  
The G.711 CODEC provides the best voice quality. The trade-off is the  
bandwidth requirement. G.711 calls typically requires up to 100 Kbps  
bandwidth upstream and 100 Kbps bandwidth downstream.  
If the power goes out, does the VoIP network stay up?  
To ensure a reliable network connection, all elements of the VoIP network  
should be connected to back-up power supplies (UPS). These elements might  
include LAN switches, routers, firewalls, broadband connection devices (i.e.  
cable modems, DSL modems), and VoIP devices. If the power goes out at the  
Internet Service Provider, then no VoIP calls can be made. Calls can still be  
placed over the regular phone lines.  
What happens to VoIP if the IP network fails?  
If the connection to the IP network is lost, it will not be possible to make  
VoIP calls. Calls can still be placed over the regular phone lines.  
Can a firewall prevent VoIP calls from passing through?  
The purpose of a firewall is to control what kinds of traffic enter and leave  
your network. The VoIP enabled TalkSwitch is designed with embedded  
applications to help traverse firewalls properly. To allow VoIP calls to pass  
through your firewall, you may need to use the port forwarding feature on  
your firewall.  
TalkSwitch default uses the following ports for VoIP:  
Format  
Type Unit 1  
Unit 2  
Unit 3  
Unit 4  
RTP (voice): UDP  
SIP  
6000-6006 6010-6016 6020-6026 6030-6036  
(signaling):  
UDP  
5060 (This port is mapped to only one unit)  
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What is SIP?  
The Session Initiation Protocol (SIP) is a signalling protocol used for  
establishing sessions in an IP network. A session could be a simple two-way  
telephone call or it could be a collaborative multi-media conference session.  
Over the last couple of years, the Voice over IP community has adopted SIP  
as its protocol of choice for signalling. SIP is an RFC standard (RFC 3261)  
from the Internet Engineering Task Force (IETF), the body responsible for  
administering and developing the mechanisms that comprise the Internet.  
The IETF’s philosophy is simplicity: specify only what you need to specify.  
SIP just initiates, terminates and modifies sessions.  
TalkSwitch phone systems use the Appello® SIP Stack for VoIP communications.  
The Appello® SIP Stack was developed by TalkSwitch — a division of  
Centrepoint Technologies Inc.  
What is a VPN? Can a VPN help me to carry data securely  
over the Internet?  
VPN stands for Virtual Private Network. It is a means of having the  
advantages of a private network on a shared public infrastructure like the  
Internet. A VPN provides security by using encryption/decryption. Using a  
process called ‘tunneling’, private data is encrypted and then encapsulated  
before being sent across the network. These packets of information are sent  
to their destination. Only those with the correct protocol information are  
able to enter a company’s network.  
A VPN is very useful for providing employees with remote access to the  
company network without compromising security. Encryption can have a  
negative impact on the call quality, as the overhead on the network  
connection is increased. For example, IPSec adds approximately 10 per cent  
overhead to VPN traffic.  
What’s the difference between a Public IP Address and a Private  
IP Address?  
A Public IP Address is a globally unique number that identifies a device on  
the Internet. If you want someone on the Internet to connect to you, they  
must know your public address. Also known as your “real” or “external”  
address.  
Private IP Addresses are typically assigned to devices on a LAN (Local Area  
Network) and are not routable outside the LAN. Private IP Addresses are  
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usually in the range 192.168.x.x, 172.16.x.x or 10.x.x.x. These IP addresses  
are used where you have multiple computers all sharing the same Internet  
connection.  
To access the Internet, a computer or VoIP device must have an IP address. So  
what do you do if your ISP (Internet Service Provider) has provided you with  
only 1 IP address but you have more than 1 device that requires Internet  
access? The solution is to give each of the devices on the LAN a Private IP  
Address. A router makes them work by performing Network Address  
Translation (NAT — See the next topic for details).  
Note that addresses of the form192.168.x.x, 172.16.x.x or 10.x.x.x are not  
recognized on the Internet and can only be used for private networks. For  
example, if you tell someone on the Internet to connect to you using a  
192.168.x.x address, it will not work. Instead, you must provide your real/  
Public IP Address.  
What is NAT and how does it affect VoIP?  
Network Address Translation (NAT) allows multiple devices to share the same  
external IP address to access resources on the Internet. NAT is typically used  
to allow all the devices in a subscriber’s local area network to access the  
Internet through a router with a single public IP address assigned by the  
Internet Service Provider.  
If a VoIP device is sitting behind a NAT, the private IP address assigned to it is  
not usable for communications with the entities outside the private network.  
The VoIP device must substitute the private IP address information with the  
proper external IP address/port in the mapping chosen by the underlying  
NAT to communicate with a particular public peer address/port. TalkSwitch  
can automatically check for the current public IP address and substitute the  
private IP address with the public address so that VoIP traffic is properly  
routed through the NAT.  
What’s the difference between a Static IP Address and a Dynamic  
IP Address and what effect does this have on VoIP?  
A Static IP Address is an address that is permanently assigned to a device.  
Typically, a Static IP Address has to be assigned by the network administrator  
or Internet Service Provider (ISP).  
A Dynamic IP Address is an address that is temporarily assigned to devices by  
a DHCP or PPP server that maintains and assigns a pool of IP addresses.  
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When deploying VoIP devices, it’s best to have a Static Public IP Address as  
this prevents destinations from becoming unreachable for periods of time  
when the IP address changes. But since this can be an expensive option, the  
VoIP enabled TalkSwitch supports the ability to handle Dynamic Public IP  
addresses for the Internet connection. TalkSwitch can automatically check  
for the current public IP address and substitute the private IP address with  
the public address so that VoIP traffic is properly routed through the NAT.  
What is a SIP Proxy and Registrar?  
SIP’s basic architecture is client/server in nature. The main entities in the  
SIP server are the Proxy, Redirect Server and the Registrar.  
The VoIP enabled TalkSwitch has the SIP Server fully integrated for easy  
deployment and maintenance of your VoIP network. If you are deploying a  
multi-site configuration which can comprise of VoIP TalkSwitch units,  
certified 3rd party gateways and certified 3rd party SIP phones, one  
VoIP enabled TalkSwitch can act as the SIP Proxy and Registrar. The  
other SIP end-points will register with this TalkSwitch and all calls will be  
negotiated through this TalkSwitch.  
When you first set up your VoIP device (TalkSwitch, gateway or phone), it  
will register itself with the VoIP TalkSwitch that is configured as the SIP  
Server so that calls can be directed to your location.  
When you initiate a VoIP call, your device (TalkSwitch, gateway or phone)  
will contact the TalkSwitch that is configured as the SIP Server to obtain the  
contact information for the destination you are trying to reach. Once the  
information is received, the call is established directly between your location  
and the destination. The SIP Server is no longer involved in the call.  
If the location of the SIP Proxy and Registrar has a Dynamic IP Address, you  
have to use Dynamic DNS since the SIP Server location becomes unreachable  
as soon as the IP address changes.  
What is Dynamic DNS?  
Dynamic DNS is a Domain Name Service used with Dynamic IP addresses. DNS  
is used to allow devices to find other devices on the Internet by name rather  
than by IP address. Dynamic DNS allows you to use a domain name — FQDN  
(which does not change) to locate a device with a Dynamic IP address. There  
are companies on the Internet which can provide you with a DNS address,  
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even if your IP address changes. For example, www.dyndns.org or hn.org or  
www.no-ip.com. You should consult with them about how to use their  
service. The basic idea is that you will receive an address like  
myname.homeip.net which points to your IP address (i.e. 209.210.230.140).  
This is important for locations where the SIP Server resides and where the  
public IP address is dynamic. All other locations will point to this SIP Server’s  
domain instead of an IP address.  
What is the drawback of using Dynamic DNS?  
When DNS records are updated, they have to be sent all over the world so  
that everyone will be aware of the changes. Basically, one DNS server  
connects to another and swaps information. In many cases, the DNS servers  
are updated very quickly. Updates should take no longer than 15 minutes to  
propagate throughout the DNS system. It is possible that propagation could  
take longer under extenuating circumstances. Propagation shouldn’t take  
much more than an hour at the very most.  
How often will my Public IP address change?  
This depends on the policies of your Internet Service Provider (ISP, the  
company that provides your Internet access). It can be a matter of days,  
weeks or even months before your IP address changes. A power loss or reboot  
to your cable or DSL modem usually results in the assignment of a new  
IP address.  
TalkSwitch has technology that helps keep this information up to date so  
that the system can function properly after an IP address change has been  
detected and updated.  
What is a port number?  
In an IP address like 64.26.209.103:5060, the port number is the number  
after the colon, 5060 in this example.  
Port numbers are required so that a computer or device can support multiple  
applications or streams of simultaneous data communication. Each stream or  
application uses a unique port number. You can think of it like mailing a  
letter to friend in an apartment building at a specific address. You need to  
specify the apartment number as well as the building address, so that the  
mail can reach the proper final destination.  
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A P P E N D I X A  
HELP AND TROUBLESHOOTING  
If you are having problems with the configuration or operation of  
TalkSwitch, please check this section. If you don’t find the solution to your  
problem here, try checking the FAQ section located in the Support area at  
If you cannot resolve your problem and require further assistance, you can  
do one of the following:  
1. Contact your TalkSwitch dealer.  
2. Visit the TalkSwitch Support website and select your location, for  
additional information and help on TalkSwitch usage:  
3. Email your TalkSwitch Technical Support team at the address provided on  
the website.  
4. Call your regional TalkSwitch Technical Support specialist at the  
telephone number provided on the website.  
Please have the following information available when you call:  
a) Your e-mail address and telephone number.  
b) The serial number located on the bottom of TalkSwitch.  
c) Your date of purchase.  
d) The number of telephone lines that you have connected to TalkSwitch.  
e) The telephone company services that you are using with TalkSwitch.  
f) Your PC’s operating system (e.g. Windows 95, 98, ME, 2000, XP).  
A P P E N D I X  
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Troubleshooting  
This section of the manual is designed to help you quickly resolve problems  
with TalkSwitch. The problems are organized in the following manner.  
1. Problems that can occur when installing the configuration software.  
2. Problems that can occur during Configuration;  
3. Problems that can occur while using TalkSwitch;  
4. Problems that can occur with 2 or more networked units .  
Before examining the problems, review these common installation checks.  
1. Check that your telephone cables are connected to a wall port at one end  
and TalkSwitch at the other. Ensure the devices you are using as  
TalkSwitch extensions (phones, faxes, etc.) are plugged into the  
extension ports located on the back panel of TalkSwitch. (Do not plug  
your extensions directly into a wall port unless that port is wired to a  
TalkSwitch extension port.)  
2. Check the Serial, USB or LAN connection between TalkSwitch and your  
PC.  
3. Ensure that TalkSwitch’s power adapter is plugged into a working power  
outlet and that TalkSwitch is turned on. Please make sure that you are  
using the power adapter that was provided with TalkSwitch. This is a  
unique adapter and it cannot be substituted with any other adapter. If  
your adapter appears to be defective, please contact your TalkSwitch  
dealer to order the proper replacement adapter.  
4. If networked, ensure that you have the latest firmware loaded on all  
units. In the TalkSwitch software, select ‘Configure’, then on the ‘About  
TalkSwitch’ page, click on the ‘View Details’ button in the upper right  
corner of the screen. All units listed should have the same firmware  
version.  
Diagnostic codes for the lights flashing on the front panel of TalkSwitch  
All line lights flashing simultaneously: The Unit ID of this TalkSwitch is in  
conflict with another TalkSwitch unit on the same LAN. Make sure you assign a  
different Unit ID to each TalkSwitch unit. See section 2.5.3 for more  
information on changing a unit ID.  
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Line 2 and 3 lights flashing simultaneously: There is a file system error. To  
fix the problem, reboot TalkSwitch. It will do a file system check and fix any  
problems encountered. If this does not resolve the problem, contact your  
TalkSwitch dealer.  
Line 1 and 4 lights flashing simultaneously: There is a voice mailbox error. To  
fix the problem, reboot TalkSwitch. It will do a file system check and fix any  
problems encountered.  
Line 3 and 4 lights flashing simultaneously: Firmware not loaded or  
corrupted. To fix the problem, reload the TalkSwitch firmware. Make sure you  
update with the last version you updated with. Do not use an old version off  
the install CD if you have updated your system.  
Line 1 and 4 then Line 2 and 3 lights flashing alternately: System prompts  
not loaded or corrupted. To fix the problem, reload the TalkSwitch firmware.  
Make sure you update with the last version you updated with. Do not use an  
old version off the install CD if you have updated your system.  
Problems that may occur during Configuration  
Problem: I am not able to “Retrieve settings” from my TalkSwitch.  
Solution: Try the following solutions, in order, until the problem is resolved.  
Ensure TalkSwitch is turned on and plugged into a working power outlet.  
Then select “Retrieve settings”, under the File menu in the configuration  
software.  
Make sure the serial or USB cable connecting TalkSwitch and your PC is  
securely attached to the ports. Select “Connect”, under the TalkSwitch  
configuration window.  
From the Control Center section of the TalkSwitch software, choose ‘PC  
Connection’ and then select COM Port. Ensure that the configuration  
software is using the correct port to communicate with TalkSwitch. Then  
select“Retrieve settings”, under the File menu in the configuration  
software.  
Try rebooting TalkSwitch (turn the power off and then back on). Then  
select “Retrieve settings”, under the File menu in 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 want to use the TalkSwitch configuration software. These  
can include Palm Pilot, Hot Sync, TalkWorks, digital camera software or  
others. These programs tend to hold on to COM ports, making them  
unavailable for other programs.  
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Problem: I am unable to configure TalkSwitch using a touch-tone phone and  
the Keypad Commands.  
Solution: Try the following solutions, in order, until the problem is resolved.  
TalkSwitch cannot be configured using a phone that is sharing a line  
with it.  
If you are trying to configure TalkSwitch using an Out-of-Office phone,  
#
you must first enter Command Mode. Dial  
at the auto attendant If  
you have enabled password protection, you must also first enter the  
correct password.  
If you are trying to configure TalkSwitch using a Local Extension, make  
sure the extension has not been given ‘Direct Access’ to your telephone  
lines. If so, you will have to dial ‘Recall’ to receive internal dialtone.  
If the TalkSwitch configuration software is open, you cannot configure  
TalkSwitch using touch-tone keypad commands. If the software is closed  
and you continue to get the prompt “I’m sorry, TalkSwitch is currently  
being configured.” Try rebooting TalkSwitch by turning the power off and  
then back on.  
Problems that may occur while using TalkSwitch’s features  
The Auto Attendant:  
Problem: The Auto Attendant does not play when calls come in.  
Make sure you have recorded the Auto Attendant message.  
Check your Call Handling settings for the ‘Auto Attendant answers’  
number of rings. It may be that the number of rings is set too high.  
Check the mode TalkSwitch is currently running. It is possible that you  
are in Mode 2 and have not configured TalkSwitch properly for this mode.  
Check what you have programmed for Mode 2 in the Telephone Lines  
section of the TalkSwitch software under ‘Call Handling.  
The line is not connected properly to TalkSwitch. Check to see that the  
line light associated to the line is flickering. If not, try replacing the  
phone cord.  
Problem: The Auto Attendant message is broken up or very faint.  
Adjust the Line Controls volume setting located in the Audio Controls tab  
in the Options folder of the configuration software.  
The quality of the microphone in the telephone handset that you are  
using to record your Auto Attendant also affects the quality of your  
recording. Try recording the Auto Attendant using another extension/  
telephone.  
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Problem: The Auto Attendant answers calls before any of the extensions ring.  
This is a problem for those TalkSwitch users who wish to have their Local  
Extensions ring before the Auto Attendant picks up incoming calls.  
Check the ‘Extensions to ring’ column in the Telephone Lines tab in the  
‘Call Handling’ folder. The number of rings may be set too low.  
Problem: The Auto Attendant is transferring calls to the wrong extension.  
Verify the extension ports your devices (phones, faxes) are attached to.  
Problem: The Auto Attendant answers calls, but does not transfer them to  
the extensions.  
Make sure your extensions are plugged into the extension ports on the  
back panel of TalkSwitch (instead of your telephone wall ports).  
Check your settings in the Auto Attendant page. Are the options  
pointing to the correct extensions?  
Music on Hold:  
Problem: Callers hear the ‘One moment please’ message and then total silence  
when the Auto Attendant transfers their call to an extension.  
You have enabled the Music on Hold feature, but have not attached an  
audio device to the MUSIC port on TalkSwitch.  
There is a problem with the music source. Check all connections and  
power.  
Problem: Callers hear only silence when put on hold at an extension.  
You have enabled the Music on Hold feature, but have not attached an  
audio device to the MUSIC port on TalkSwitch.  
Make sure you use the ‘Recall’ or ‘Link’ button to put callers on hold. If  
you use the ‘Hold’ button on a regular phone, callers will be placed on  
hold at the phone itself, and not through TalkSwitch.  
Problem: Sometimes callers do not hear Music on Hold.  
Make sure you have a music source connected to the MUSIC port at the  
back of each TalkSwitch unit connected to the LAN.  
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Call Routing with Local Extensions and Home Phones  
(Transfer and Intercom):  
Problem: Callers are disconnected when transferring calls from one extension  
to another.  
It is possible that if you are using the hookswitch to put callers on hold  
rather than a Recall button, you may be holding the hookswitch down  
too long, and, as a result, are actually hanging up on the caller.  
Problem: 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. This  
option is located on the Telephone Lines page in the ‘System Information’  
folder of the configuration software.  
Problem: Unable to place intercom calls from a Local Extension.  
If the Local Extension has been configured for Direct Access to your  
telephone lines, you need to press ‘Recall’ before intercom calling.  
Answering and Fax Machines:  
Problem: The answering machine and/or fax machine picks up calls before  
they can be answered by telephone extensions.  
Check your settings in the Telephone Lines tab in the ‘Call Handling’  
section in the configuration software. The problem may be that your fax  
machine and/or answering machine extension is set to answer calls at the  
same time as your telephone extensions. To fix this problem, remove the  
fax or answering machine extension from the list of extensions to ring on  
an incoming call.  
Problem: Incoming faxes are not automatically detected and routed to the fax  
machine.  
On the Auto Attendant tab of the configuration software, check to ensure  
that you have chosen the appropriate extension for the field labeled ‘if a  
fax call is detected.  
Not all fax machines emit a CNG tone that TalkSwitch can detect and  
route. Therefore, it is wise to consider incorporating an additional method  
of fax routing. This may include the use of a distinctive ring number or  
giving the caller the option to select the fax extension. See section  
3.3.1.7.  
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Many fax machines/modems will ‘time out’ or disconnect after 25  
seconds, on average, if they have not connected with another fax  
machine/modem. If you are using the ‘User does not make a selection’  
option to route incoming faxes, the fax call may ‘time out’ before it  
reaches your fax extension. If your Auto Attendant is lengthy, you may  
want to shorten it or use another fax routing option.  
The level of the Auto Attendant is too loud and as a result is  
overpowering the CNG tone, affecting detection. You may want to lower  
the volume level of the Auto Attendant.  
Other Possible Local Extension Problems:  
Problem: I am unable to access TalkSwitch Lines with a Local Extension.  
Check your ‘Direct Line Access’ settings on the Local Extension page  
under ‘System Information’ of the configuration software. If a Local  
Extension has not been given ‘Direct Access’ to your telephone lines, you  
must dial a Line Hunt Group access code.  
Problem: My PC (Internal or External) Modem cannot dial out.  
If the extension to which your Modem is attached has not been given  
‘Direct Access’ to telephone lines, you will have to include a Line Hunt  
Group access code before the number you are dialing.  
Problem: One of the Local Extensions (telephones) does not ring.  
Some telephones require more voltage in order to ring. These phones are  
usually the older ‘Bell’ phones that have mechanical ringers. These  
phones are too much of a load for TalkSwitch and should not be used as  
an extension.  
Make sure the telephone cord you are using between the phone and  
TalkSwitch is working properly.  
Check to make sure the ringer is turned on for your phone.  
Problem: Extension(s) ring, but there is no caller.  
This can occur when a caller hangs up after the Auto Attendant has  
begun to play. In some areas, the Telephone Company’s ‘disconnect/clear’  
signal is weak. This is the reason the Auto Attendant may not pick up  
the disconnect signal right away when a caller hangs up. Because the  
Auto Attendant will receive no response after playing its message, the  
call will fall through to your settings for the ‘User does not make a  
selection’ option associated with that Auto Attendant.  
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Problem: When I try to access voicemail, I hear a busy tone.  
Check your ‘Direct Line Access’ settings on the Local Extensions screen  
under ‘System Information’ of the configuration software. If a Local  
Extension has been given ‘Direct Access’ to your telephone lines, you  
must first press Recall before dialing the mailbox. The same applies for  
dialing other extensions to initiate intercom calls.  
Problems that may occur with 2 or more TalkSwitch units connected to  
the same LAN.  
Problem: I can’t reach an extension across the LAN  
Make sure the other unit is connected to the LAN and powered on.  
Pick up a Local Extension belonging to the other unit. If there is dialtone,  
then check your LAN connections. On the rear panel, the top LED of the 3  
LEDs next to the LAN port should be on. If there is no dialtone, then  
make sure the unit is powered on.  
Problem: The configuration does not show the other TalkSwitch unit(s)  
Check your LAN connections. Are you able to communicate with another  
extension on the other unit?  
Check the Unit ID of each unit. If the lights on one or more units are  
flashing, then there is a conflict with the Unit ID numbers assigned to  
each TalkSwitch unit. Connect a phone to each TalkSwitch unit and lift  
the handset. It will tell you immediately if a Unit ID number needs to  
#
#
assigned. Follow the instructions accordingly. You can dial  
00  
at  
any time to check the Unit ID of the unit you are connected to. See  
section 2.5 for more information.  
Problem: After recording an Auto Attendant greeting, I can’t play it back.  
After recording an Auto Attendant on one of the TalkSwitch units, it will  
then copy it to other TalkSwitch units on the LAN. During this process,  
you cannot listen to that particular Auto Attendant. Try again in a few  
minutes.  
Problem: Calls are not always reaching my voicemail.  
In extreme cases, when the system is in high use, all channels across the  
LAN might be in use so calls cannot be transferred to extensions or  
voicemail. If this situation appears to be happening frequently, you may  
want to consider optimizing the way the system uses lines. In the Line  
Hunt Groups section of the software, we recommend that you enable the  
‘Hunt lines on same unit first’ option. Also, ensure that frequently used  
extensions are connected to units with ample lines out, to reduce LAN  
traffic.  
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Example: You have 2 TalkSwitch units, 6 lines and 12 employees. The 6  
lines have the Hunt/Rollover service from the phone company.  
Suggested setup:  
Plug the 4 highest traffic lines into unit 1. Also connect the 8 highest  
phone usage employee extensions to unit 1. Next, connect the remaining  
lines and extensions to unit 2. Make sure you leave the ‘Hunt lines on  
same unit first’ option enabled in the Line Hunt Group section of the  
software. This arrangement keeps most of the traffic on unit 1 and any  
outbound calls made from any extension will usually go out on the same  
unit the extension is connected to. The same will apply for inbound calls  
forwarded to Remote Extensions. The call will be forwarded out on a line  
belonging to the same unit that the call came in on. Only if a line on  
that unit is unavailable will the call be forwarded out on a line on the  
other TalkSwitch unit.  
Problem: Calls across the LAN are lower in volume  
Check the line gain levels on the Audio Controls page located in the  
‘Options’ folder in the TalkSwitch configuration software. You may need  
to boost the Line gain levels on one or more lines to compensate for high  
loss lines. Take note that if these controls are set improperly and your  
lines are problematic, you may hear an echo when calls are made across  
the LAN.  
Problems that may occur with VoIP  
Problem: I hear re-order tone when I try to dial a VoIP location.  
Confirm the number dialed is actually part of the VoIP group (i.e.  
registered with the same Proxy/Registrar server as your TalkSwitch, SIP  
gateway or SIP phone is registered with.  
Check that TalkSwitch has all proper settings in the IP Configuration and  
VoIP Configuration pages  
Contact TalkSwitch for help at Technical Support.  
Problem: Callers complain the sound is distorted or choppy.  
Your broadband connection may not have enough upstream bandwidth to  
support many simultaneous VoIP calls. In the ‘Options’ section under  
‘Audio Controls’, you may need to disable the G.711 and G.726 codecs and  
only use G.729.  
You may have too much data traffic on your Internet connection at the  
same time you are trying to make voice calls. We suggest that you use a  
router that supports QoS (Quality of Service) for VoIP.  
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Problem: When I call someone or they call me, voice is only heard in one  
direction  
The cause of this problem is usually a result of a router being  
misconfigured with respect to port mappings. Ensure all required VoIP  
ports are mapped to your TalkSwitch unit. Also, ensure you use a static  
private IP address when connected to your router as this can also affect  
port mappings from the firewall/router.  
For more VoIP information, see Chapter 5: VoIP Information.  
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A P P E N D I X B  
USING TALKSWITCH WITH  
TELEPHONE COMPANY  
CALLING SERVICES  
The TalkSwitch is compatible with some calling services offered by your local  
telephone company. Use of telephone company services may require  
subscription; and some services may not be available – please consult your  
local telephone service provider for details.  
Caller Display:  
(Also known as: “Caller Identity”, “Identicall”, …)  
Caller Display provides the caller’s telephone number and name. TalkSwitch  
receives the caller’s identity. When the incoming call is transferred to a local  
extension, the caller’s identity is also sent to the extension. If a call is  
transferred from one extension to another, the caller’s identity will also be  
transferred. The system can also use the Caller Display time stamp to set its  
internal clock.  
Distinctive Ringing  
(Also known as: “Call Sign”, “My-Ring”, )  
TalkSwitch can identify the distinctive ringing pattern assigned to a  
telephone line’s second or third directory number. An incoming call with a  
distinctive ring can be configured to receive different call handling  
treatment. A common use of distinctive ringing is to share a fax number  
with an ordinary telephone number using the same telephone line. When the  
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fax distinctive ring is detected the system can be configured to route the call  
to an extension dedicated to a fax machine. Note if distinctive ring is present  
on an incoming call, but not activated in the line configuration it will be  
subject the same call handling as the telephone line’s primary number. Note  
that some telephone companies may assign different uses to distinctive  
ringing patterns, such as signalling a Call Back.  
Multi-Line Service / Hunting Facilities  
Most telephone companies offer line hunting service, when more than one  
line is provided. This feature is recommended when more than one line is  
used. Using a single telephone number, incoming calls “hunt” to find a free  
telephone line to the PBX. Note which order the telephone company selects  
telephone lines for incoming calls, and arrange the Line Hunt Groups to  
search for available line in the opposite order, to minimize glare (collision  
between incoming and outgoing calls). An alternative to multi-line hunting  
is to use Call Forward on Busy, if available.  
Voicemail  
(Also known as “Call Answer”, “Messaging”)  
This telephone company service is similar to the voicemail provided by  
TalkSwitch. Although the TalkSwitch provides an integrated voicemail, the  
telephone company’s voicemail service may be useful in situations where all  
telephone lines are busy.  
Three Way Calling/Conference  
This telephone company service allows a third party to join a call. This  
service is useful when used with the TalkSwitch “Same Line Connect” and  
Hunt Group 80 features to avoid using two telephone lines when two parties  
are on the PSTN – such as an outgoing DISA call.  
The use of the telephone company Three-Way Calling feature is not  
recommended where ARS and Toll Restriction are used, as the TalkSwitch can  
not control the telephone company’s routing of the call to the third party.  
The TalkSwitch may not be compatible with all telephone companies’  
implementation of Three-Way Call/Conference service. The feature should be  
compatible with the following telephone companies: British Telecom,  
Belgacom, Telkom SA, SwissCom, MaltaCom.  
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Centrex Transfer  
This is a Centrex service offered by a few telephone companies, whereby on  
releasing a three-way call the other two parties continue to be connected. If  
available this feature can be used with the “Same Line Connect” feature of  
TalkSwitch.  
Application Notes – Telephone Company Services  
Remote Extensions – TalkSwitch Remote Extension feature is designed to  
work with major local telephone and mobile service providers. The feature  
may not function correctly with some telephone companies and mobile  
operators, especially international telephone numbers and mobile phones  
when roaming internationally. When configuring remote extensions to PSTN  
telephone numbers it is recommended that they are tested, when the remote  
extension is idle, busy and does not answer.  
Prompted Ring Back – This is a telephone company feature which, when the  
called line is busy, provides the caller with an announcement offering a Call  
Back when the called line is free. This telephone company feature is not  
compatible with Remote Extensions. It is recommended that the remote  
extension’s telephone company is requested to disable Prompted Ring Backs  
on the remote extensions telephone line.  
Re-Answer Supervision – This is a feature offered by some telephone  
companies where the telephone can be placed on-hook for a period, typically  
30 seconds, during which time going off-hook again will reconnect the call  
to the originating party. It is recommended that re-answer supervision is not  
used on lines connected to TalkSwitch.  
Colour Me Tones – This is a feature offered by some telephone and mobile  
operators where Ringing Tone is replaced by the subscriber’s choice of music  
or an announcement. It is recommended that this service is not used on  
Remote Extensions  
Call-Back – Telephone companies may offer various services which result in  
automated call back. The use of such services is not recommended on  
telephone lines connected to the TalkSwitch.  
Telephone company calling feature names may be registered trademarks of  
their respective owners.  
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A P P E N D I X C  
QUICK COMMANDS  
AND TOUCH-TONE FUNCTIONS  
These Touch-Tone Quick Commands can be dialed from a Local Extension or  
an outside telephone at the Auto Attendant. To enter Command mode, dial  
#
at a Local Extension or at the Auto Attendant. If you are requested to  
enter a password, enter the Administrator password. Next, enter any  
#
command followed by the  
sign.  
Command  
Action  
00  
TalkSwitch tells you the Unit ID of the unit you are connected  
to.  
0x  
Assign Unit ID 1 - 4 to TalkSwitch (x = 1 to 4)  
TalkSwitch tells you which mode it is currently using.  
Switch Modes (x = 1 or 2)  
30  
3x  
4x  
Record Auto Attendant (x = 1 to 9)  
04x  
5x  
Erase Auto Attendant messages (x = 1 to 9)  
Playback Auto Attendant messages (x = 1 to 9)  
Record Auto Call Back Announced Messages 1 - 4  
Record Prompted Call Back Announced Message  
Erase Call Back Announced Messages 1 - 4  
Erase Prompted Call Back Announced Message  
Playback Auto Call Back Announced Messages 1 - 4  
Playback Prompted Call Back Announced Message  
Set to Serial connection mode (default)  
Set to USB connection mode  
61 - 64  
65  
061 - 064  
065  
71 - 74  
75  
90  
91  
2xx 8<phone  
number>  
Enter Remote ext. (2xx) phone number  
2xx 980 0  
Enter Remote ext. (2xx) Turn off “Same Line Connect”  
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2xx 980 1  
Enter Remote ext. (2xx) Turn on “Same Line Connect”  
2xx 9 <Hunt  
Group>  
Enter Remote ext. (2xx) “Connect using:” Hunt Group  
(Hunt Group = 9, 81-88)  
1xx 61  
1xx 60  
Enable ‘Do not Disturb’ at the Local Extension  
Disable ‘Do not Disturb’ at the Local Extension  
Touch-tone features dialed from a Local Extension  
Command  
Function performed  
Notes  
1x1-1x8  
Intercoms a Local  
Extension  
x re p re s e n t s t h e U n i t I D  
2x1-2x8  
250-299  
Dials a Remote Exten-  
sion (associated with  
an external phone  
number).  
x re p re s e n t s t h e U n i t I D  
Speed dial for VoIP  
calls. TalkSwitch will  
hunt the VoIP ports, go  
off hook then dial the  
digits entered.  
300-309  
Dials an Extension Ring  
Group. 10 in total for  
the entire system.  
Mapped to local exten-  
sion(s), with specific  
fall through options.  
<recall> if  
connected  
to a caller  
Puts caller on hold.  
After putting a caller on  
hold, you receive internal  
dialtone  
<recall> at  
internal  
dialtone  
It retrieves the most  
recent caller put on  
hold.  
To retrieve the caller on  
hold for the most time,  
dial 7 at internal dial-  
tone.  
<recall> at  
external  
dialtone  
Switches to internal  
dialtone. Used mainly  
when an extension has  
Direct Line Access  
enabled.  
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Dials into a local ext.  
voice mailbox.  
To transfer a caller to a  
mailbox, press ‘recall’ to  
place a call on hold, then  
1x1-1x8  
2x1-2x8  
4x0-4x9  
*
*
*
Dials into a remote ext.  
voice mailbox.  
1x1-1x8,  
2x8, or  
2x1-  
*
*
Dials into a general ext.  
voice mailbox.  
4x0-4x9 and hang  
*
up.  
x re p re s e nts t he u n i t I D  
Internal voicemail  
retrieval/access.  
To retrieve voicemail.  
x re p re s e nts t he U n i t I D  
* * 1x1-1x8  
* * 2x1-2x8  
* * 4x0-4x9  
#
accesses  
* *  
the mailbox associated  
to that extension.  
#
* *  
<recall>4  
Completes a transfer  
and returns to internal  
dialtone.  
Action performed after  
putting a caller on Hold  
then dialing an intended  
destination.  
External P.A. Access  
To make an announce-  
ment through the  
attached external P.A.  
system.  
0
*
<recall>5  
Disconnects current  
caller and  
reconnectsimmediately  
to the last caller put on  
hold.  
Call Parking Spots —  
10 in total for the  
entire system.  
Press ‘recall’ to place a  
call on hold, then assign  
500-509  
*
a parking space  
509.  
500-  
*
Auto Park a call.  
Press ‘recall’, then  
510 to place a caller  
in the next available  
510  
*
*
parking spot (park orbit).  
Parked Call Retrieval  
To pick up a parked call.  
* * 500-509  
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<recall>6  
Conference Call for 3  
parties  
Press ‘recall’ to put the  
first caller on hold, dial  
another extension or  
external number, then  
press ‘recall’ 6.  
Toggles ‘Do Not Disturb’  
at the current exten-  
sion.  
60  
*
*
User will hear confirma-  
tion. Reminder is played  
every time the extension  
is picked up when  
61/62  
Enables/Disables ‘Do  
Not Disturb’ at the cur-  
rent extension.  
enabled.  
Call Pick up — Exten-  
sion Specific  
To pick up a call ringing  
at another extension at  
anytime including after  
the Auto Attendant  
answers.  
7 and 1xx  
*
<recall>7  
80  
Hold Retrieve — used  
for retrieving any calls  
placed on hold at that  
extension.  
Or press ‘recall’, then 7 to  
cycle through on a first  
in / first out basis.  
Accesses Same Line  
Put the caller on Hold,  
Connect when transfer- dial 80, and then dial the  
ring an outside caller to  
another outside num-  
ber.  
outside number. Hang up  
to complete the transfer.  
Can only be used when  
the line has 3-Way Call-  
ing/Conference or Trans-  
fer (Centrex/Plexar)  
service.  
81-88, 9  
Line Hunt Groups used  
to access a line.  
Play music source  
through PA output.  
To toggle on or off music  
through the PA port. Use-  
ful for office background  
music.  
80  
*
Call Pick up  
To pick up a call ringing  
at any other extension.  
9
*
Enters command mode.  
#
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Note: If you have Direct Line Access enabled at your Local Extension,  
then you must first press ‘recall’ before using most of the functions listed.  
Touch-tone features dialed at the Auto Attendant message from outside  
phones  
Digit dialed  
Function performed  
0
User Defined — An Extension, Ring Group, Auto  
Attendant, Voice mailbox, Announcement or per-  
form no action.  
1x1-1x4  
1x1-1x8  
Dials Local Extensions. x represents the Unit ID  
number.  
2x1-2x8  
250-299  
300-309  
Dials Remote Extensions associated with an exter-  
nal phone number. x represents the Unit ID num-  
ber (1-4).  
Speed dial for VoIP calls. TalkSwitch will hunt the  
VoIP ports, go off hook, then dial the digits  
entered.  
Dials Extension Ring Groups — 10 in total for the  
entire  
system. Mapped to Local Extension(s), with spe-  
cific fall through options.  
1,2,3,4,5  
User Defined — An extension, Ring Group, Auto  
Attendant, Voice mailbox, Announcement or Per-  
form no action.  
6
Enters Call Back configuration.  
7(xxx...)  
PBX Transfer — A recall hook transfer with dis-  
connect after dialed. Usually used only in systems  
connected to another PBX.  
81-88, 9  
80  
“Line Hunt Group access code for DISA for —  
password protected at the Auto Attendant.  
DISA using Same Line Connect. Requires 3-Way  
Calling/Conference on the line.  
A P P E N D I X  
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Enter Internal voicemail to leave a message or lis-  
ten to an announcement. If you press 8 during the  
greeting, you can access messages. x represents  
the Unit ID number.  
1x1-1x8  
2x1-2x8  
4x0-4x9  
*
*
*
4x0-4x9  
Callers can directly also dial 400 series mailboxes.  
Internal voicemail retrieval/access.  
x represents the Unit ID number.  
* * 1x1-1x8  
* * 2x1-2x8  
* * 4x0-4x9  
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A P P E N D I X D  
REGULATORY INFORMATION  
Product Regulatory Information  
TalkSwitch complies with:  
EN 60950-1:2001 “Information Technology Equipment - Safety.  
CISPR 22 "Information Technology Equipment - Radio Disturbance  
Characteristics", (Class B),  
with Amendment 1:2000 and Amendment 2:2002  
EN55022:1998 "Information Technology Equipment - Radio Disturbance  
Characteristics", (Class B),  
with Amendment A1:2000 and Amendment A2:2003  
EN55024:1998 "Information technology equipment – Immunity  
Characteristics",  
with Amendment A1:2001 and Amendment A2:2003  
EN61000-3-2:2000, "Electromagnet Compatibility (EMC) - Part 2-3: Limits  
for Harmonic Emissions",  
EN61000-3-3:1995, "Electromagnet Compatibility (EMC) - Part 3: Voltage  
Fluctuations and Flicker”,  
with Amendment A1:2001  
United Kingdom and Ireland  
The product models listed below are intended for use in European markets  
indicated, comply with the essential requirements of the European “Radio  
and Telecom Terminal Equipment” (R&TTE) directive 1999/5/EC, and are for  
connection to analogue telephone lines (PSTN).  
A P P E N D I X  
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TalkSwitch models are intended for use in the following countries:  
Product Suffix  
Intended Markets  
-UK  
Great Britain and Northern Ireland [GB], and the  
Republic of Ireland [EI]  
For Declaration of Conformity please contact local distributor  
(see: http://global.talkswitch.com)  
Disposal  
At the end of the product’s life, please ensure disposal is in  
compliance with local regulations for electrical and  
electronic waste.  
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A P P E N D I X E  
TALKSWITCH  
ONE-YEAR WARRANTY  
TalkSwitch Limited Warranty  
TalkSwitch, a division of Centrepoint Technologies (“TalkSwitch”) warrants  
to the original end-user customer (“Customer”) that each new TalkSwitch  
product shall be substantially free from defects in materials and  
workmanship under normal use for a period of one (1) year from the date of  
the original purchase (proof of purchase required). The exclusive remedy and  
entire liability under this warranty will be for repair or replacement on a  
like-for-like basis at TalkSwitch’s option.  
The above warranty shall not apply to product defects resulting from (a)  
improper maintenance or installation; (b) misuse, neglect or accident; (c) an  
event where the power unit has been connected to a voltage supply other  
than that for which it is specified; (d) damage from corrosive environments  
and moisture; (e) static discharges; (f) high voltage surges from external  
power sources such as power line, telephone line or connection to other  
equipment; (g) operation outside the product’s specification; or (h) failure  
to follow product instructions.  
The warranty is void where (a) the serial number has been altered, removed  
or effaced; or (b) the product has been used in an application, country,  
region, locality, or connected to any network, other than those for which  
the product was intended to operate.  
TalkSwitch shall not have any obligation to repair or replace product until  
the Customer returns defective product to TalkSwitch. Any replacement  
product may be either new or like-new, and may contain remanufactured  
parts, equivalent to new in performance.  
EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH ABOVE, AND TO THE  
EXTENT PERMITTED BY APPLICABLE LAW, THE PRODUCTS AND STORAGE  
MEDIA ARE SUPPLIED ON AN “AS IS” BASIS AND THERE ARE NO WARRANTIES,  
A P P E N D I X  
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REPRESENTATIONS OR CONDITIONS WHETHER EXPRESSED OR IMPLIED, WRITTEN OR  
ORAL, ARISING BY STATUTE, OPERATION OF LAW, COURSE OF DEALING, USAGE OF  
TRADE OR OTHERWISE, WITH RESPECT TO THE PRODUCT. TALKSWITCH SPECIFICALLY  
DISCLAIMS ANY IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY,  
SATISFACTORY QUALITY, DURABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND  
NON-INFRINGEMENT.  
IN NO EVENT SHALL TALKSWITCH BE LIABLE FOR ANY SPECIAL, INCIDENTAL,  
CONSEQUENTIAL, INDIRECT OR SIMILAR DAMAGES, INCLUDING ANY LOST PROFITS,  
LOST DATA, OR OTHER INCIDENTAL OR CONSEQUENTIAL OR PUNITIVE DAMAGES,  
WHETHER BASED ON CONTRACT, TORT (INCLUDING WITHOUT LIMITATION,  
NEGLIGENCE), OR ANY OTHER LEGAL THEORY, WHETHER OR NOT ADVISED OF THE  
POSSIBILITY OF SUCH DAMAGES, OR WHETHER SUCH DAMAGES ARE FORSEEABLE. IN  
ANY EVENT, THE TOTAL AGGREGATE LIABILITY OF TALKSWITCH FOR DIRECT DAMAGES  
SHALL NOT EXCEED THE PURCHASE PRICE OF THE PRODUCT.  
This warranty gives specific rights, and Customer may have other rights subject to  
jurisdiction. To the extent any part of this limited warranty statement is  
inconsistent with such local law, that part shall be deemed modified to be consistent  
with such local law.  
Warranty Service  
To be eligible to obtain warranty service you must retain proof of purchase and  
contact your reseller for warranty details. If you fail to provide proof of purchase,  
your reseller and TalkSwitch, a division of Centrepoint Technologies Inc.  
(“TalkSwitch”) will not be able to provide you with any kind of warranty service.  
To be eligible to obtain warranty service during the warranty period the Customer  
must provide proof of the date of purchase, serial number, and obtain warranty  
return instructions from the Authorized Reseller, or the TalkSwitch Technical Support  
Centre listed on http://global.talkswitch.com. To obtain warranty service the  
Customer is responsible for returning the TalkSwitch to the Authorized Reseller or the  
TalkSwitch Warranty Centre in suitable packaging. Any applicable duties or taxes for  
the return of repaired or replacement product are the responsibility of the Customer.  
Replacement or repaired product is returned free of charge (excluding duties and  
taxes) is warranted to be free from defects in material or workmanship for the  
remainder of the limited warranty period of the originally purchased Product.  
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A P P E N D I X F  
SPECIFICATIONS  
PSTN Analogue Telephone Line Interface:  
Line Type  
Loop Start  
Line Impedance  
BT SIN 315 for Terminal Impedance [UK]  
ETSI TBR21 [Ireland]  
(options for 600 ohms, 900 ohms and TBR 21)  
25 Hz  
Ringing Detection  
Connector Type  
RJ-11 (2 wire telephone cable with BT style plug pro-  
vided for use in UK)  
Caller ID Support  
Caller ID Alert  
All Lines  
LR+DT-AS and RP-AS  
Caller ID data  
V.23  
Distinctive Ring Support  
Yes  
# 1: one burst per ring cycle  
# 2: three bursts per ring cycle  
Extension Interface  
Loop range  
600 ohms  
On hook/Off hook voltage  
Ringing voltage  
35 V  
90 V rms  
Ringing frequency  
Connector type  
25 Hz  
RJ-11, 2 pin  
Extension Impedance  
BT SIN 315 for Network Impedance [UK]  
ETSI TBR21 [Ireland}  
DTMF only  
Signaling type  
A P P E N D I X  
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Supervisory Signaling  
Recall  
Loop Calling  
Yes Timed Break Recall  
all extensions  
Caller ID Support  
Caller ID Alert  
LR+DT-AS [UK]  
RP-AS [Ireland]  
V.23  
Caller ID data  
Message Waiting Indicator  
MWI message & stutter dial tone  
System  
PSTN Analogue Telephone Lines:  
4 (models with LAN port), 2 (models without LAN port)  
8 (models with LAN port), 4 (models without LAN port)  
RS 232, 9 pin  
Extensions  
Serial Port  
USB Port  
USB 1.1  
LAN Interface  
Voicemail  
10BaseT, RJ-45 (models with LAN port)  
30 minutes on-board, 100 messages per box  
Voice Mailboxes  
Local Extensions: 8 (models with LAN port), 4 (models without  
LAN port) + Remote Extensions: 8; + General/Guest 10  
Voicemail Expansion  
1 - 9 hours with expansion card  
9 positions each with 6 options each  
(+ fax detect and timeout)  
.wav” format, 8 bit, mono, u-Law.  
1/8”/3.5mm mono  
Auto-Attendant Positions  
Announcement File Format:  
Music on Hold input  
P.A. output  
1/8”/3.5mm mono  
Power Source  
220-240 V, 50Hz, adaptor supplied  
Push Button  
Power Switch  
Dial Tone generators  
Ring Detectors  
12  
4
Power Fail Pass-Through  
Dimensions (TalkSwitch Unit)  
Line 1 to Extension 4 (1x4)  
(H) 2.031”/51.6mm, (W) 7.992”/203.2mm,  
(D) 8.401”/213.4mm  
Weight (TalkSwitch Unit)  
22.75 oz/0.645kg (models without LAN port),  
31.21 oz/0.885kg (models with LAN port),  
31.74 oz/0.9kg (VoIP enabled TalkSwitch)  
Power Adaptor (220-240 V model)  
20.31 oz/0.576kg  
Specifications subject to change  
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A P P E N D I X G  
TALKSWITCH  
AND POWER INTERRUPTIONS  
TalkSwitch settings and configurations:  
In the event of a power failure, your TalkSwitch settings and configurations  
will not be lost.  
TalkSwitch’s feature settings (configuration) are stored in an EEPROM. An  
EEPROM is a form of non-volatile memory. Non-volatile memory means that  
your feature settings (configurations) remain in TalkSwitch’s memory  
despite interruptions in the power supply.  
Calling Features:  
In the event of a power failure, no TalkSwitch features or capabilities  
(including VoIP) will be available other than:  
Local Extension, 114, 124, 134 and 144 can make or receive calls on Line  
1 of their respective units.  
In the event of a power return, all TalkSwitch features and capabilities will  
be re-established.  
Mode Scheduling and Power Interruptions:  
When the power supply to TalkSwitch has been interrupted, TalkSwitch’s  
internal clock will continue to run for up to 12 hours. If you have enabled  
TalkSwitch’s Automatic Mode Scheduling feature and it has been longer than  
12 hours, TalkSwitch will not function properly until the internal clock is  
reset via a Caller ID call or with the TalkSwitch configuration software. When  
power is restored to TalkSwitch, TalkSwitch will check the time and  
determine the mode it should be in according to the configuration and set  
itself to that mode.  
A P P E N D I X  
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#
To check the current mode of operation, dial  
at a Local Extension to  
enter command mode, then enter a password if required. Next, dial 30 then  
#
. TalkSwitch will report the current mode.  
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A P P E N D I X H  
COPYRIGHT AND  
LICENSING NOTICES  
TalkSwitch copyright © 2006 – All Rights reserved.  
TalkSwitch is a division of Centrepoint Technologies Inc.  
TalkSwitch software is protected under copyright law and international  
treaties. Unauthorized reproduction or distribution of TalkSwitch software,  
or any portion of it, in any form, may result in severe civil and criminal  
penalties, and will be prosecuted to the maximum extent of the law.  
TalkSwitch phone systems use the Appello® SIP stack for VoIP  
communications. The Appello® SIP stack was developed by TalkSwitch — a  
division of Centrepoint Technologies Inc.  
TalkSwitch and Appello are registered trademarks of Centrepoint  
Technologies Inc.  
Elements of TalkSwitch software are protected under additional copyrights  
listed below, and subject to the terms and disclaimers listed below.  
A) Copyright © 1998 by the Massachusetts Institute of Technology.  
Permission to use, copy, modify, and distribute this software and its  
documentation for any purpose and without fee is hereby granted, provided  
that the above copyright notice appear in all copies and that both that  
copyright notice and this permission notice appear in supporting  
documentation, and that the name of M.I.T. not be used in advertising or  
publicity pertaining to distribution of the software without specific, written  
prior permission. M.I.T. makes no representations about the suitability of  
this software for any purpose. It is provided “as is” without express or  
implied warranty.  
B) Copyright © 2000-2003 Intel Corporation. All rights reserved.  
Redistribution and use in source and binary forms, with or without  
modification, are permitted provided that the following conditions are met:  
A P P E N D I X  
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Redistributions of source code must retain the above copyright notice,  
this list of conditions and the following disclaimer.  
Redistributions in binary form must reproduce the above copyright  
notice, this list of conditions and the following disclaimer in the  
documentation and/or other materials provided with the distribution.  
Neither name of Intel Corporation nor the names of its contributors may  
be used to endorse or promote products derived from this software  
without specific prior written permission.  
THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND  
CONTRIBUTORS “AS IS” AND ANY EXPRESS OR IMPLIED WARRANTIES,  
INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF  
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE  
DISCLAIMED. IN NO EVENT SHALL INTEL OR CONTRIBUTORS BE LIABLE FOR  
ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR  
CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT  
OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR  
BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF  
LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING  
NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS  
SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.  
C) Copyright © 2001-2003 Swedish Institute of Computer Science.  
All rights reserved.  
Redistribution and use in source and binary forms, with or without  
modification, are permitted provided that the following conditions are met:  
1. Redistributions of source code must retain the above copyright notice,  
this list of conditions and the following disclaimer.  
2. Redistributions in binary form must reproduce the above copyright  
notice, this list of conditions and the following disclaimer in the  
documentation and/or other materials provided with the distribution.  
3. The name of the author may not be used to endorse or promote products  
derived from this software without specific prior written permission.  
THIS SOFTWARE IS PROVIDED BY THE AUTHOR “AS IS” AND ANY EXPRESS OR  
IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED  
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR  
PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR BE LIABLE FOR  
ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR  
CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT  
OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR  
BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF  
LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING  
NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS  
SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.  
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D) Copyright © 1991-2, RSA Data Security, Inc. Created 1991. All rights  
reserved  
License to copy and use this software is granted provided that it is identified  
as the "RSA Data Security, Inc. MD5 Message-Digest Algorithm" in all  
material mentioning or referencing this software or this function.  
License is also granted to make and use derivative works provided that such  
works are identified as "derived from the RSA Data Security, Inc. MD5  
Message-Digest Algorithm" in all material mentioning or referencing the  
derived work.  
RSA Data Security, Inc. makes no representations concerning either the  
merchantability of this software or the suitability of this software for any  
particular purpose. It is provided "as is" without express or implied warranty  
of any kind.  
These notices must be retained in any copies of any part of this  
documentation and/or software.  
A P P E N D I X  
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GLOSSARY  
* (Star/Asterisk Sign)  
The character on the bottom  
left of your touch-tone  
telephone keypad.  
Analogue  
All sound actually begins in  
the form of sine waves and  
must be in this form to be  
heard by the human ear.  
Analogue devices (phones,  
answering machines, etc.)  
transmit and receive sound in  
the form of ‘sine waves. The  
telephone lines in your home  
are also designed to carry  
analogue signals (sine waves).  
TalkSwitch is an analogue  
device and will work with any  
other analogue device or  
telephone system.  
# (Hash Sign)  
The character on the bottom  
right of your touch-tone  
telephone keypad. It is also  
commonly called the number  
sign.  
3-Way Calling/Conference  
A service provided by  
telephone companies which  
allows you to connect parties  
on three different telephone  
lines together for one  
Auto Attendant Message  
conversation.  
TalkSwitch’s electronic  
attendant. A self-recorded  
message that greets and directs  
callers to select an extension  
number based on information  
provided in the message.  
3-Way Conference Call  
Connecting three parties  
together for one telephone  
conversation. TalkSwitch offers  
its own 3-Way Conference  
feature and also allows you to  
use the 3-Way Conference  
(Calling) service provided by  
local telephone companies.  
Auto Call Back  
Allows you to activate Call  
Back by dialing one of  
TalkSwitch’s telephone  
numbers, letting the call ring  
at least once and then hanging  
up.  
G L O S S A R Y  
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Busy Tone  
Tone used to indicate that the  
called party is busy.  
available from local telephone  
company.  
CNG  
Call Back  
A ‘chirping’ tone emitted by  
fax modems and most fax  
machines to initiate contact  
with another fax machine/  
modem.  
A TalkSwitch feature which,  
once activated, instructs  
TalkSwitch to call you back at a  
preset Out-of-Office telephone  
number. You can then access  
TalkSwitch’s DISA — Direct  
Inward System Access feature.  
TalkSwitch offers two ways to  
activate Call Back — Prompted  
and Auto.  
COM Port  
Communications Port. Internal  
virtual pathways used to  
transmit data to and from a  
PC’s exterior Serial Port and  
software running on the PC.  
The majority of PCs have four  
Com Ports: COM1, COM2, COM3,  
and COM4. Most software  
programs gain access to the  
COM Ports via system interrupts  
(IRQs) and only two IRQs are  
reserved for the four ports. If  
you have two devices using  
COM Ports that share an IRQ,  
you cannot use the devices  
simultaneously. Typically,  
COM1 and COM3 use IRQ4,  
while COM2 and COM4 use  
IRQ3.  
Call Forward  
A TalkSwitch feature which  
forwards calls to one of 8 or  
more Remote Extensions.  
Caller ID  
A service provided by  
telephone companies which  
transmits information about  
incoming calls (callers name  
and telephone number).  
Call Waiting  
A service provided by  
telephone companies which  
allows you to accept a second  
incoming call on a telephone  
line that is already in use. Call  
Waiting allows you to ‘toggle’  
from one caller to the other.  
Communications Software  
Software that makes it possible  
to send and receive data over  
telephone lines via modems.  
Compression (Data)  
Centrex/Plexar  
Storing information in a format  
that requires less space than  
usual. Compression saves  
transmission time, capacity  
and storage space.  
Central Office Exchange  
Service. A type of PBX service  
offered by the telephone  
company on a ‘pay per service’  
basis. All call switching occurs  
at a local telephone station  
instead of a company’s  
Computer Telephony Integration  
Refers to systems that enable a  
computer to act as a call  
premises; Service may not be  
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center, accepting incoming  
calls and routing them to the  
appropriate device or person.  
Today’s CTI systems, like  
TalkSwitch, are quite  
sophisticated and can handle  
all sorts of incoming and  
outgoing communications,  
including phone calls, faxes,  
and Internet messages.  
interrupted when features are  
activated on the line, such as  
message waiting or call  
forwarding.  
Digit  
Any whole number from 0 to 9.  
The numbers on your  
telephone keypad can also be  
referred to as digits.  
Digital  
Digital devices (phones,  
Conference Call  
Connecting three or more  
parties together for one  
conversation.  
answering machines, etc.)  
convert analogue sine waves  
into digital signals (a  
Configuration  
combination of zeroes and  
ones) for storage and/or  
transmission over digital lines.  
The digital signal is then  
converted back to analogue  
sine waves, that can be heard  
by human ears.  
The way a system is setup. For  
TalkSwitch the configuration is  
the collection of values or  
options you have chosen for  
each of TalkSwitch’s features.  
Together, the settings for each  
of these features (The  
configuration) determine what  
TalkSwitch will do. TalkSwitch  
can be configured using the  
Configuration software or  
Digitize  
To translate into a digital form.  
For example, optical scanners  
digitize images by translating  
them into bit maps. It is also  
possible to digitize sound,  
video, and any type of  
Telephone Keypad Commands.  
Connector  
The part of a cable that plugs  
into a port or interface to  
connect one device to another.  
Most connectors are either  
male or female.  
movement. In all these cases,  
digitization is performed by  
sampling at discrete intervals.  
To digitize sound, for example,  
a device measures a sound  
wave’s amplitude many times  
per second. These numeric  
values can then be recorded  
digitally.  
CTI  
Computer Telephony  
Integration.  
Dial Tone  
Tone used to indicate that  
Distinctive Ring  
A service provided by some  
telephone companies, where  
more than one telephone  
equipment is ready to receive  
dialed digits. Tone is usually  
constant; and may be  
number that callers can dial to  
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reach the same telephone line  
— such as a second number for  
a fax machine. Each Distinctive  
Ring number has a different  
ringing cadence. The  
TalkSwitch can detect one,  
two, and three ring bursts per  
ringing cycle, and provide  
different call handling to  
incoming calls with each of  
these Distinctive Ringing  
cadences.  
been written onto hardware  
(micro-chips). Micro-chips  
(ROMs, PROMs and EPROMs)  
that have data or programs  
recorded on them are called  
firmware.  
Icon  
A small picture that represents  
a program, action or feature in  
the configuration software.  
When you click on an icon,  
that program, action or feature  
is activated.  
Driver  
A program that controls a  
device. Every device, whether  
it is a printer, disk drive, or  
keyboard, must have a driver  
program. A driver acts like a  
translator between the device  
and programs that use the  
device.  
Intercom  
A dedicated voice service  
within a specified user  
environment. TalkSwitch offers  
intercom capabilities between  
its Local Extensions.  
Interface  
Something that connects two  
separate entities. A user  
interface is the part of a  
program that connects the  
computer with a human  
operator (user).  
DTMF  
Dual Tone Multi-frequency. The  
system used by touch-tone  
telephones. DTMF assigns a  
specific frequency, or tone, to  
each key so that it can easily  
be identified by a  
Internet  
microprocessor.  
A global network connecting  
millions of computers. Unlike  
online service networks  
(.com, .ca, .net, etc.) which are  
centrally controlled, the  
Internet is decentralized by  
design. Each Internet  
Extension (Local)  
A Local Extension is any  
telephone or analogue device  
(answering machine, fax, etc.)  
that is plugged into one of the  
‘Extensions’ ports located on  
the back panel of your  
computer, called a host, is  
independent.  
TalkSwitch.  
Keypad Commands  
Firmware  
Combinations of digits that are  
used to configure TalkSwitch  
from a touch-tone telephone.  
Firmware is a combination of  
software and hardware. More  
precisely, it is software  
(programs or data) that has  
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Keypad (Telephone)  
The push buttons on a  
telephone.  
depending on the current mode  
of operation.  
Monitor (TalkSwitch Monitor)  
A feature included with the  
Software Configuration  
package. The Monitor provides  
a graphical representation of  
telephone traffic as it flows  
through the TalkSwitch  
system.  
Key Telephone System  
With Key Telephone Systems,  
access to telephone lines and  
calling features is controlled  
internally within each  
telephone unit. Users can gain  
direct access to telephone  
lines, etc. by pressing a key (or  
button) on their telephone.  
Network  
A group of two or more  
computer systems linked  
together.  
LED  
Light Emitting Diode. An  
electronic device that lights up  
when electricity is passed  
through it. LEDs are used in  
displays on electronic devices  
such as computers. TalkSwitch  
has five LEDs on its front  
panel. They show which  
telephone is in use, whether  
data is being transferred to or  
received from an attached PC,  
and which Mode setting is in  
use.  
PBX  
Private Branch Exchange. A  
PBX is a private telephone  
network used within an  
Enterprise. Access to telephone  
lines and services are  
controlled by the PBX. A PBX  
allows many users (extensions)  
to share a smaller number of  
telephone lines and have  
access to additional call  
handling benefits (call hold,  
intercom calling, etc.).  
TalkSwitch is a ‘mini’ or ‘micro’  
PBX.  
Modem  
Acronym for MODulator-  
DEModulator. A modem is a  
device or program that  
converts digital information  
stored on a Computer into  
analogue signals for  
transmission over telephone  
lines and, in reverse, converts  
analogue signals into digital.  
Phone Load  
see Ringing Equivalency.  
Prompt  
Recorded instructions delivered  
by voice processing units.  
TalkSwitch provides prompts  
for you when using such  
features as Call Back, DISA -  
Direct Inward System Access  
and Selective Call Forward.  
Prompts are also provided  
when configuring TalkSwitch  
Modes  
The TalkSwitch supports  
different time and day modes  
of operation, providing  
different call management  
G L O S S A R Y  
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using a telephone Keypad and  
for callers being put ‘on hold.  
RJ-45  
Registered Jacks 45 is a  
technical term for a telephone  
jack that supports 8 conductors  
and is used generally for  
Recall Button  
Timed break recall, used to  
activate features  
Networking applications.  
Remote Extension  
Prompted Call Back  
A telephone or mobile number  
on the public network, that is  
setup as a virtual extension of  
the TalkSwitch. The Remote  
extension is assigned an  
Allows you to activate Call  
Back by dialing one of  
TalkSwitch’s telephone  
numbers, letting the Auto  
Attendant answer and then  
entering the Call Back settings.  
extension number and  
provided with a voicemail box.  
Routing  
Ringing Equivalency  
Determining the path that a  
message or call is to take over  
circuits. TalkSwitch offers  
‘routing’ of incoming calls  
using DSP technology.  
(Ringer Equivalency Number  
[REN]) A number, determined  
in accordance with the US Code  
of Federal Regulations, which  
represents the ringer loading  
effect on a line. A ringer  
equivalency number of 1  
represents the loading effect of  
a traditional telephone set  
ringing circuit.  
Serial Communication  
A type of electronic  
communication that, unlike  
parallel communication,  
requires that data bits be sent  
one after the other. Modems  
rely on serial communication  
to send data over telephone  
lines.  
Ringing Tone  
Tone used to indicate that the  
called party telephone is  
ringing. Tone is not always  
synchronized to the actual  
ringing signal at the called  
telephone, and may not be the  
same ringing pattern.  
Shortcut Key  
A special key combination that  
causes a specific command to  
be executed. Typically,  
shortcut keys combine the Ctrl  
or Alt keys with some other  
keys. In Windows  
environments, for example, Ctrl  
and C is used as the shortcut  
key to copy. On PCs, the  
function keys are also often  
used as shortcut keys.  
RJ-11  
Registered Jack 11 is used to  
connect single 2-wire  
telephone lines and used with  
such devices as telephones,  
cordless and DECT phones, fax  
machines and modems.  
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SIP  
a telephone line or PBX system.  
A single line telephone cable  
can be plugged into this port  
and will become a usable  
TalkSwitch Line.  
Session Initiation Protocol  
(SIP). Developed by the  
Internet Engineering Task  
Force (IETF), this is a signaling  
protocol designed to be much  
more simple and flexible than  
the H.323 protocol. SIP uses  
the existing Internet and HTML  
structures to provide VoIP  
transmissions. In addition, SIP  
is more scalable, allowing  
applications to grow in scope  
without any concern for the  
existing architecture. SIP gives  
network managers the  
flexibility to select any type of  
architecture, from a heavily  
centralized network controlled  
extensively by a server, to a  
less concentrated network  
where intelligence is found at  
the endpoints that  
Telephone Keypad  
The collection of push buttons  
on a touch-tone telephone.  
Telephone Wall Jack  
A wall outlet for a standard  
telephone jack.  
Touch-tone telephone  
A push-button telephone  
which emits distinctive (DTMF)  
tones as different buttons on  
the keypad are pressed.  
Two Line Telephone  
A telephone which allows you  
to make and receive calls on  
two separate telephone lines.  
communicate directly with  
each other.  
TX/RX  
An acronym for transmit and  
receive.  
Serial Port  
Serial Ports are physical ‘plug-  
USB  
ins. They allow two devices to  
exchange information or data.  
A Serial Cable is used to  
connect the two Serial Ports  
together.  
Short for Universal Serial Bus,  
the USB connection supports  
more bandwidth than a serial  
or parallel connection.  
Virtual Extension  
SOHO  
A telephone or other  
Acronym for Small Office/Home  
Office. It’s a burgeoning market  
comprised of solo  
professionals, part-time work-  
at-homes, telecommuters and  
small businesses.  
communications device not  
physically connected to  
TalkSwitch as an extension,  
but which provides the same  
functionality. In general, the  
term ‘virtual’ distinguishes  
something that is merely  
conceptual from something  
that has physical reality.  
Tel Lines 1, 2, 3, or 4  
A port or plug-in on the back  
panel of TalkSwitch which can  
accept a RJ-11 plug from either  
G L O S S A R Y  
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TalkSwitch’sRemote Extensions  
are virtual extensions.  
Voicemail (Call Answer)  
A service provided by  
TalkSwitch or telephone  
companies which gives callers  
the opportunity to leave a  
message when your extension  
or telephone line is busy or  
unanswered.  
VoIP  
Voice over IP is a term used to  
describe the technology of  
taking voice and then applying  
algorithms to digitize,  
compress and carry the data  
over an IP connection.  
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