Centrepoint Technologies TalkSwitch 24 User guide

TA L K S W I TC H D O C U M E N TAT I O N
START GUIDE
RELEASE 4.10
C T.T S 0 0 5 . 0 0 2 5 0 3
ANSWERS WITH INTELLIGENCE
®
INTRODUCTION
About this guide
This guide describes the steps required to do basic installation and configuration
of your TalkSwitch telephone system. Once you have completed these steps, your
system can be further customized for your needs. For complete configuration
details, refer to the TalkSwitch User Guide.
This guide is intended for use with TalkSwitch CA, CVA or VS models.
Where to go for further information
The guides listed below, and many other resources, can be found on the TalkSwitch
Configuration Software CD, in the TalkSwitch folder in the Windows Start menu
once the software has been installed, and online at www.talkswitch.com/support
or http://global.talkswitch.com.
• For complete configuration information, refer to the TalkSwitch User Guide
after completing the steps in this guide.
• For information on setting up a TalkSwitch system to use Voice over IP (VoIP),
refer to the TalkSwitch VoIP Network Configuration Guide.
Troubleshooting
The TalkSwitch system and the configuration software are designed for ease of use.
However, if you encounter difficulties with the installation or configuration of your
TalkSwitch:
• Consult the documents on the TalkSwitch Configuration Software CD or in the
•
TalkSwitch folder on your PC.
Access additional TalkSwitch information online at www.talkswitch.com/
support or http://global.talkswitch.com.
Contacting Technical Support
• Contact your authorized TalkSwitch reseller.
• If you purchased directly from TalkSwitch, e-mail support@talkswitch.com,
providing your company name and TalkSwitch product information.
• Call our support line at 1-866-393-9960 (toll free in continental North
America) or at 613-725-2466, Monday to Friday from 9:00 am to 8:00 pm EST.
WWW.TALKSWITCH.COM
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BEFORE YOU BEGIN
Check package contents
Whether you have purchased a system with one or multiple TalkSwitch units, each
package you receive should include the following:
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TalkSwitch unit
TalkSwitch Configuration Software CD
AC adapter
RJ-11 telephone cables
(1 for each incoming line)
RJ-45 Ethernet cable or USB cable
(for 24-CA)
Quick Reference Cards for each extension
Wall mounting template, screws and
anchors for optional wall-mounting of
your TalkSwitch unit.
Ensure that you have the minimum system requirements
You will need a PC to configure your TalkSwitch. Ensure that your PC meets the
following minimum system requirements:
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Windows Vista (32 bit), XP, 2000 operating system
120 MB free hard disk space
256 MB RAM
800x600 video resolution
Network equipment: If your system includes multiple TalkSwitch units, you will
need an Ethernet switch. If you plan on using VoIP or configuring your system
remotely, you will need an Ethernet switch (or router with an integrated switch)
and a broadband Internet connection.
Check your premises telephone wiring
TalkSwitch doesn’t require telephone wiring beyond the standard infrastructure in
most commercial and residential buildings. If your premises requires additional
wiring, consult an authorized TalkSwitch reseller in your area.
Important! Lightning and electrical surges can cause damage to the TalkSwitch unit. We
recommend using surge protection equipment on all external telephone and power lines
connected to this device.
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TALKSWITCH START GUIDE
STEP 1 — INSTALL THE TALKSWITCH SOFTWARE
1. Ensure that you have Administrator privileges on your Windows Vista, XP or
2000 system.
2. Turn your computer on and insert the CD into the CD-ROM drive.
3. The Install main window will appear within 20 seconds. Click INSTALL and
follow the instructions.
If the installation program does not automatically start (for example, if Autorun
is disabled on your PC):
1. From the desktop, double-click the My Computer icon.
2. Double-click on the CD drive labeled TalkSwitch.
3. Double-click on startscreen.exe located in the start folder.
4. Click Install and follow the instructions.
WWW.TALKSWITCH.COM
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STEP 2 — CONNECT TALKSWITCH TO YOUR PC OR NETWORK
TalkSwitch can be set up anywhere in the vicinity of your incoming phone lines
and computing equipment.
• TalkSwitch 48-CA, 48-CVA and VS models can be connected to your PC using
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a Local Area Network (LAN) or USB connection. CA models also offer a Serial
(RS-232) connection.
The TalkSwitch 24-CA can be connected to your PC using a USB or Serial
connection.
If you’re installing a TalkSwitch system with multiple units, or you’re adding a
TalkSwitch unit to an existing system, refer to the Networking TalkSwitch on a LAN
section on page 13.
Connection Options
Connect using LAN(Ethernet or IP): Connect one end
of the provided RJ-45 Ethernet cable to the LAN port at
the back of the TalkSwitch unit and the other end
directly to your Ethernet switch. Ensure your computer
is connected to the same switch.
LAN
USB
Power
TalkSwitch CA and CVA models
Connect using USB: Using a USB A-to-B cable, connect
the B end to the USB port at the back of TalkSwitch,
and the A end to the USB port of your PC.
Power up TalkSwitch
1. Connect the provided AC adapter to the power port
at the back of the TalkSwitch unit and plug the
adapter into an available power outlet.
LAN
USB Power
TalkSwitch VS models
Warning! Never use a power adapter other than
the one provided with TalkSwitch.
2. Press the Power button on the front of the unit.
The lights on the front panel will flash for a few
moments during boot-up, then stop. The Data light
will remain lit indicating that the TalkSwitch unit
is on.
Data
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Power
TALKSWITCH START GUIDE
STEP 3 — OPEN THE TALKSWITCH CONFIGURATION SOFTWARE
Double-click the TalkSwitch icon on
your desktop (this icon was created
during the software installation),
or from the Start menu, select
Programs -> TalkSwitch 4.10 ->
TalkSwitch Configuration 4.10.
TalkSwitch Software will now
attempt to detect your unit,
displaying the progress on a
Detecting TalkSwitch Units window.
When the software detects your
TalkSwitch, a progress bar appears
while TalkSwitch transfers information
to the PC. When complete, the
TalkSwitch configuration software
will launch.
If software was unable to detect your
TalkSwitch automatically, a dialog
box opens requesting you to select
the connection type.
LAN connection:
From the Connection Type menu,
select Ethernet and click Connect.
USB connection:
From the Connection Type menu,
select USB and click Connect.
Once connection has been established,
the TalkSwitch configuration software
will launch.
Note: If you encounter difficulties
opening the TalkSwitch configuration
software, check that all your wires and
plugs are securely connected.
WWW.TALKSWITCH.COM
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STEP 4 — CONFIGURE AN AUTOMATED ATTENDANT
An auto attendant can be set up to answer incoming calls and play a recorded
greeting. For example, an auto attendant greeting can instruct callers to dial their
party’s extension or reach a particular area of the company.
If you do not wish to set up an auto attendant at this time, you can proceed to
the STEP 5 — Configure Incoming Telephone Lines.
Set up an auto attendant
1. In the TalkSwitch System Configuration window,
select Call Handling -> Auto Attendant from the
menu at the left of the window.
X
2. In the main panel of the window, click 1 to
configure Auto Attendant 1 (default selection).
Additional auto attendants (up to 9) can be set up
later using the same procedure.
3. From the drop-down lists next to If the caller
selects ‘0’ (‘9’ in certain countries) then:, select go
to local ext., and then 114.
We recommend assigning extension 114 to your
office receptionist (or person assigned to answer
general calls); extension 114 is designed to
continue operating during a power failure.
Y
Z
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If your office has other directory options (for
example, dial 1 for sales), you can set these now.
4. For callers who do not have a touchtone phone,
use the section: After the Auto Attendant has
finished playing and no selection has been made.
From the drop-down lists, select the number of
seconds to wait (for example, 5), select go to local
ext., and select the receptionist’s extension (for
example, 114).
After phones are connected to TalkSwitch, set up
your auto attendant greeting as described in STEP 8
— Auto Attendant and Voicemail Greetings.
For complete details and options, such as automatic fax detection, refer to the
TalkSwitch User Guide.
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TALKSWITCH START GUIDE
STEP 5 — CONFIGURE INCOMING TELEPHONE LINES
Setting up your incoming lines will customize TalkSwitch to fit the unique needs
of your business. For example, you can set all incoming calls to be answered by an
auto attendant, set certain extensions to ring before an auto attendant answers,
or have calls go directly to voicemail.
If you have not set up an auto attendant, proceed to the Set certain extensions to
ring or direct calls to voicemail section on the next page.
Set auto attendant to answer all incoming calls
1. Select Call Handling -> Telephone Lines from
the menu on the left of the TalkSwitch System
Configuration window.
2. From the list of telephone lines, click Line 1 to
configure incoming line number 1.
X
3. From the drop-down list next to On an incoming
call during mode:, select Mode 1.
Modes represent different operating schedules,
such as standard business operating hours or
after hours (evenings and weekends). Additional
modes can be configured later.
4. From the drop-down lists, select Play auto
attendant, select 1 and immediately.
Auto Attendant 1, set up in the previous step,
will immediately answer all incoming calls and
play a greeting.
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5. Repeat this process for each additional
incoming line.
6. If you have a system with multiple TalkSwitch
units, you will notice up to four tabs (TalkSwitch 1,
TalkSwitch 2, etc.) across the top of the window.
Click on each tab to configure the telephone lines
for each TalkSwitch unit in your network.
WWW.TALKSWITCH.COM
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Set certain extensions to ring or direct calls to voicemail
Option 1
Option 1
To have certain extensions ring without playing an
auto attendant, select Ring extensions only. Click the
checkboxes next to the extensions to ring.
Note: you can adjust the ring sequence by clicking
Adjust Sequence.
Option 2
Option 2
To have certain extensions ring for a time before the
auto attendant is played, select Play auto attendant.
Select the auto attendant number (for example, 1),
select the number of rings (for example, after 3 rings),
and select the extensions to ring from the list (by
default they are all selected).
Note: you can adjust the ring sequence by clicking
Adjust Sequence.
Option 3
To have all incoming calls directed to voicemail, select
Go to voice mailbox, select the mailbox number (for
example, 111), and the number of rings (for example,
after 3 rings).
Option 3
Repeat the process described in the options above for
each additional line.
If you have a system with multiple TalkSwitch units,
click on each tab (TalkSwitch 1, TalkSwitch 2, etc.) to
configure options for incoming calls on all TalkSwitch
units in a network.
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TALKSWITCH START GUIDE
STEP 6 — SAVE SETTINGS TO TALKSWITCH
This step will transfer the settings you have configured
from your computer to the TalkSwitch system.
In the TalkSwitch System Configuration window, select
File -> Save to TalkSwitch... A progress bar indicates
that the configuration information is being sent to
the TalkSwitch system.
STEP 7 — CONNECT TELEPHONES AND PERIPHERALS
Connect incoming (external) telephone lines
Important! Lightning and electrical surges can cause damage to TalkSwitch.
We recommend using surge protection equipment on all external telephone and power
lines connected to a TalkSwitch system.
Single-line connection
(1 incoming phone line per wall phone jack)
Two-wire connector
Use the RJ-11 telephone cables provided to connect
external phone lines to TalkSwitch. These cables have
a two-wire connector for connection to a single-line
wall jack.
1. Connect one end of the provided RJ-11 telephone
cable to the wall phone jack of an incoming phone
line and the other end to the L1 jack at the back
of the TalkSwitch unit.
2-line unit
4-line unit
L3
L4
L1
L2
2. If necessary, connect additional external phone
lines to the L2, L3 and L4 jacks of the TalkSwitch
unit using the same method.
L1
WWW.TALKSWITCH.COM
L2
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Dual-line connection
(2 incoming phone lines per wall phone jack)
Four-wire connector
TalkSwitch VS units require that each phone line be
connected to a separate TalkSwitch line jack. Use singleline cables or a dual-to-two-single jack adapter.
2-line unit
4-line unit
L3
L4
For TalkSwitch 48-CA and 48-CVA, connect a four-wire
RJ-11 telephone cable to the wall phone jack of the
incoming phone lines and the other end to the L1/L2
jack of the TalkSwitch unit.
Note: Four-wire cables are not provided with the
TalkSwitch unit.
L1
L2
L1
L2
If required, connect another dual external phone line
to the L3/L4 jack of the TalkSwitch unit using the
same method.
Note: It is important that dual phone lines are
connected to the L1/L2 and L3/L4 jacks, otherwise
TalkSwitch will not recognize these lines as two
separate lines.
4-extension unit
8-extension unit
E5 E6 E7 E8
E1 E2 E3 E4
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E1 E2 E3 E4
Connect telephones and fax machines to TalkSwitch
For TalkSwitch units with 4 extension ports,
connect the telephone cables from your phones to the
E1–E4 jacks of the TalkSwitch unit, consecutively. If
you have a fax, connect the phone cable from your fax
to the E3 jack.
For TalkSwitch units with 8 extension ports,
connect the telephone cables from your phones to the
E1–E8 jacks of the TalkSwitch unit(s). If you have a
fax, connect the phone cable from your fax to the
E8 jack.
TALKSWITCH START GUIDE
Take note of which telephone is connected to which jack and refer to the table below
for corresponding extension numbers. For systems with multiple TalkSwitch units,
refer to the Networking TalkSwitch on a LAN section on page 13 for further details.
8-extension units
4-extension units
TalkSwitch phone jack
E1
E2
E3
E4
E5
E6
E7
E8
Extension number (single
unit systems; unit ID = 1)
111
112
113
114
115
116
117
118
Connect an audio source (optional)
There are two options to add Music on Hold
to your system.
Option 1: External Audio Source
To play music while on hold, connect a
1/8" (3.5 mm) mono phono connector
cable from an audio source such as a CD
player, tape player, or sound card to the
music jack of the TalkSwitch unit.
MUSIC
If you have a system with multiple TalkSwitch units, you will need to provide
audio to the music jacks of each unit.
Option 2: Internal Music File
TalkSwitch can play a digital audio file (.wav format). For complete details, refer
to the TalkSwitch User Guide.
Connect to a Public Address (PA) System (optional)
To make announcements over a Public Address (PA) system from a TalkSwitch
extension, connect a 1/8" (3.5 mm) mono phone connector cable from the
TalkSwitch PA jack to the input of the PA system.
For complete details, refer to the TalkSwitch User Guide.
WWW.TALKSWITCH.COM
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STEP 8 — AUTO ATTENDANT AND VOICEMAIL GREETINGS
If you have set up an auto attendant, as described in STEP 4 — Configure an
Automated Attendant, you should load or record a greeting now.
What should an auto attendant say?
The following is an example of a typical auto attendant greeting:
“Welcome to the ABC company. If you know your party’s three-digit extension you
may dial it now. To reach reception, press ‘0’ or stay on the line.”
Load a pre-recorded auto attendant greeting
You can load a professionally pre-recorded greeting to
TalkSwitch by following these steps:
1. Select Call Handling -> Auto Attendant.
2. Click the Load Auto Attendant button.
X
3. An information window opens asking whether
or not to continue. Click Yes and follow the
instructions. The file must be an 8khz, 8-bit,
mono, µ-law .wav file. A sample greeting (auto
attendant sample.wav) is provided in your
TalkSwitch folder.
Record an auto attendant greeting
To record an auto attendant greeting for Auto Attendant 1:
1. Pick up any telephone connected to the TalkSwitch.
2. At the dial tone, press #
#
4
#1
#
3. Follow the prompts to record your message. When your greeting is complete,
press # to end the recording.
Set up and record voicemail
To set a password, record a personal greeting, and record your name for the
company directory:
1. Pick up any telephone connected to TalkSwitch.
2. At the dial tone, dial #4
* #*1 and your mailbox number. Your mailbox
number is your extension number.
3. Follow the prompts to set a password, record a personal greeting, and record
your name for the company directory.
For complete details, refer to the TalkSwitch User Guide.
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TALKSWITCH START GUIDE
NETWORKING TALKSWITCH ON A LAN
Up to four TalkSwitch units* can be networked over a LAN to increase the number of
lines and extensions in your system.
Connect TalkSwitch units
Use Ethernet (RJ-45) LAN cables to connect each TalkSwitch to your Ethernet switch.
Note: TalkSwitch unit enclosures are not designed for stacking. We recommend wallmounting the units in a horizontal row to maximize airflow prevent overheating.
Power up all TalkSwitch units
1. Connect the provided AC adapters to the power ports of each TalkSwitch unit
and plug each adapter into an available power outlet.
2. Turn on the TalkSwitch units by pressing the Power button on the front of
each unit.
For further details on networking multiple TalkSwitch units, refer to the
TalkSwitch User Guide.
* TalkSwitch 24-CA cannot be networked.
WWW.TALKSWITCH.COM
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Changing TalkSwitch unit ID numbers
Each TalkSwitch unit is pre-programmed at the factory with unit ID number 1.
When you plug multiple units in for the first time or add one or more units to an
existing network, the lights on the front of each TalkSwitch will flash. This is an
indication that all units have the same ID number. Change the ID numbers so that
they are all unique, as follows:
1. Connect a phone to any extension jack (eg. E4) of the TalkSwitch unit for
which you want to change the unit ID number. Lift the phone handset.
2. The TalkSwitch prompt will indicate that there is an ID conflict. Choose a
number (eg. 2) as the new unit ID number. Once the unit ID number has been
accepted, the lights on the front panel will stop flashing within a few seconds.
3. Repeat the above steps for each additional TalkSwitch unit, assigning a
unique ID number to each unit on the network.
After successfully changing each unit ID to a unique number, each unit can be
identified by the network. More importantly, each local extension, remote
extension, and voice mailbox, will have a unique number. The second digit in the
three digit identifier becomes the unit ID number. See the table below.
TalkSwitch Numbering Scheme for Networked Units
Unit ID 1
Unit ID 2
Unit ID 3
Unit ID 4
Local Extensions
111-118
151-158
121-128
161-168
131-138
171-178
141-148
181-188
Remote Extensions
210-219
220-229
230-239
240-249
Local Mailboxes
111-118
151-158
121-128
161-168
131-138
171-178
141-148
181-188
Remote Mailboxes
210-219
220-229
230-239
240-249
General Mailboxes
410-419
420-429
430-439
440-449
Configuring the Networked Units
Now that you have connected your TalkSwitch units and changed the unit ID
numbers, you can configure call handling options for the new unit(s). Return to
STEP 3 — Open the TalkSwitch Configuration Software and follow the
subsequent steps to complete the configuration of your expanded
TalkSwitch network.
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TALKSWITCH START GUIDE
SETUP COMPLETE
Congratulations!
Your TalkSwitch system should now be ready to accept incoming calls.
TIP: Put a TalkSwitch Reference Card next to each extension phone to help
employees become familiar with the TalkSwitch features.
Configuring TalkSwitch units remotely
Once installation is complete, you can configure your TalkSwitch units via a TCP/
IP connection between TalkSwitch and a remote PC running the TalkSwitch
configuration software. For details, refer to the TalkSwitch User Guide.
Note: The TalkSwitch 24-CA model does not have a network connection option
and cannot be configured remotely.
Note: If TalkSwitch is installed behind a router/firewall, you will need to map
port 9393 to TalkSwitch to enable remote configuration. For details on port
mapping, visit http://www.portforward.com/routers.htm.
What next
• To add remote extensions (e.g. cell phone or remote location) or take
advantage of other TalkSwitch features, refer to the TalkSwitch User Guide.
• To configure your system to use VoIP, refer to the TalkSwitch VoIP Network
Configuration Guide.
We trust that your TalkSwitch phone system will provide exceptional
features, performance and value to your business. Should you have any further
questions, please contact your authorized TalkSwitch reseller. If you purchased
directly from TalkSwitch, visit www.talkswitch.com/support or
http://global.talkswitch.com, or call 1.866.393.9960 (North America).
We welcome your feedback, comments and suggestions. Please e-mail us at
info@talkswitch.com or write us at TalkSwitch, 1545 Carling Avenue,
Suite 510, Ottawa, ON Canada K1Z 8P9.
Thank you for choosing TalkSwitch.
WWW.TALKSWITCH.COM
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© TalkSwitch 2007. All Rights Reserved. CT.TS005.002503 (March 2007)
TalkSwitch is a division of Centrepoint Technologies Inc.
TalkSwitch and the TalkSwitch logo are registered trademarks of Centrepoint Technologies Inc.