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 firstname.lastname@example.org, 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 1 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: • • • • • • • 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: • • • • 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. 2 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 3 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 • 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 4 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 5 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 [ 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. 6 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. Y Z [ 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 7 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. 8 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 9 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 10 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 11 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. 12 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 13 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. 14 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 email@example.com or write us at TalkSwitch, 1545 Carling Avenue, Suite 510, Ottawa, ON Canada K1Z 8P9. Thank you for choosing TalkSwitch. WWW.TALKSWITCH.COM 15 © 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.