TELink 700 FLASH Installation & Operation Manual

TELink 700 FLASH Installation & Operation Manual
TELink 700 FLASH
by
INSTALLATION AND OPERATION MANUAL
Attention:
A telco line surge protector
should be used in series with
the line connected to this unit.
Please leave this manual with the unit after installation
Important warranty information enclosed
Audio Messaging Solutions, LLC
720 Brooker Creek Blvd., Ste. 215
Oldsmar, FL 34677
800.584.HOLD (4653)
Fax: 727.785.7659
http://onholdbusiness.com
[email protected]
TELink 700 FLASH
04/2009
FCC Notice
WARNING: This equipment has been tested and found to comply with the limits for a Class A digital device
pursuant to Part 15 of FCC Rules. These limits are designed to provide reasonable protection against harmful
interference when this equipment is operated in a commercial environment. This equipment generates, uses,
and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual,
may cause harmful interference to radio communications. Operation of this equipment in a residential area is
likely to cause harmful interference in which case the user will be required to correct the interference at his/her
own expense.
This digital apparatus does not exceed the Class A limits for radio noise emissions from digital apparatus
set out in the Radio Interference Regulations of the Canadian Department of Communications.
Le présent appareil numérique n'émet pas de bruits radioélectriques dépassant les limites applicables aux
appareils numériques de la Class A prescrites dans le Règlement sur le brouillage radioélectrique édicté par le
ministère des Communications du Canada.
Limited Warranty{tc \l1 "LIMITED WARRANTY}
TERMS: Audio Messaging Solutions (“AMS”) warrants to the original purchaser ("Buyer") that the
Product sold is free from defects in material and workmanship at the time of purchase. The warranty
extends five (5) years from the date of original purchase and covers parts and labor. Buyer must
provide written notice to AMS within the warranty period of any defective part or conditions. If the
defect is not the result of improper use, service, maintenance or installation, and if the equipment has
not been otherwise damaged or modified after shipment, AMS or its authorized representative shall
either replace or repair the defective Product at AMS's option. No credit shall be allowed for work
performed by Buyer or unauthorized parties. Out-of-warranty repairs will be invoiced at the current
hourly rate plus the cost of parts, shipping and handling. IN THE EVENT THAT THE PRODUCT
SERIAL NUMBER IS MISSING OR HAS BEEN TAMPERED WITH IN ANY WAY, THE FOREGOING
WARRANTY IS VOID AND WITHOUT EFFECT AND AMS SHALL HAVE NO LIABILITY
WHATSOEVER ON ACCOUNT OF DEFECTS TO SUCH PRODUCT.
LIMITATIONS: EXCEPT AS STATED ABOVE, THERE ARE NO WARRANTIES, EXPRESSED OR
IMPLIED, THAT EXTEND BEYOND THE SPECIFICATIONS FOR THE PRODUCT. AMS
EXPRESSLY DISCLAIMS ANY WARRANTY, EXPRESSED OR IMPLIED, THAT EQUIPMENT SOLD
HEREUNDER IS OF MERCHANTIABLE QUALITY OR THAT IT CAN BE USED, OR IS FIT FOR ANY
PARTICULAR PURPOSE. BUYER PURCHASES AND ACCEPTS EQUIPMENT SOLELY ON THE
BASIS OF THE WARRANTY HEREINABOVE EXPRESSED. UNDER NO CIRCUMSTANCES SHALL
AMS BE LIABLE BY VIRTUE OF THIS WARRANTY OR OTHERWISE FOR ANY SPECIAL,
INDIRECT, SECONDARY OR CONSEQUENTIAL DAMAGES TO ANY PERSON OR PROPERTY
ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT.
REPAIRING OR REPLACING PRODUCT: Buyer may obtain the repair or replacement of any eligible
part or equipment covered under this warranty through AMS only. Buyer is responsible for all shipping
and handling charges in connection with the performance of this warranty. Products returned to AMS
must be securely packaged to prevent damage in transit, freight prepaid, and insured for replacement
value. A return authorization number assigned by AMS must be clearly marked on the outside of the
shipping container. Proof of purchase must accompany shipment. Items delivered to AMS without a
return authorization clearly marked on the outside of the shipping container, and/or without proof of
purchase will be refused. Please contact AMS at the address and phone number below to receive a
return authorization number and to arrange for the repair or replacement of a flawed part covered by
this warranty. Please indicate the Product's serial number in all correspondence. an authorization
number will not be issued in the absence of a serial number. Audio Messaging Solutions, 720 Brooker
Creek Blvd., Ste. 215, Oldsmar, FL 34677 Phone: (800) 584-4653.
Copyright Notice
This manual copyright 1993-2009 by Audio Messaging Solutions All rights reserved. No part of it
may be copied, photocopied, reproduced, translated, or reduced to any electronic medium or
machine-readable form without AMS's prior written consent.
Information contained herein is subject to change without prior notification. AMS provides this manual
without warranty of any kind, expressed or implied. This user's manual may contain technical and/or
typographical errors.
Printed in the U.S.A
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TABLE OF CONTENTS
FCC NOTICE ....................................................................................................... 2
LIMITED WARRANTY ......................................................................................... 2
1. SYSTEM DESCRIPTION ............................................................................... 4
2. INSTALLATION .............................................................................................. 5
VOICE LINE AND/OR NIGHT ANSWER INSTALL PROCEDURE ........... 6
DEDICATED LINE INSTALL PROCEDURE .............................................. 7
FAX SHARE INSTALL PROCEDURE ....................................................... 9
FINAL INSTALLATION............................................................................. 11
3. OPTIONAL FEATURES ............................................................................... 12
4. TROUBLESHOOTING ................................................................................. 14
LIST OF TABLES
TABLE 1—STATUS LIGHT INDICATIONS....................................................... 11
TABLE 2—NIGHT LIGHT INDICATIONS.......................................................... 13
TABLE 3—TROUBLESHOOTING .................................................................... 14
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1. SYSTEM DESCRIPTION{tc \l1 "1. SYSTEM DESCRIPTION}
The TELink FLASH is a powerful, simple to use messaging system intended for
telephone Messaging On Hold (MOH). Once properly installed, no further interaction
from the user is required. Unlike other MOH products, the TELink FLASH is designed to
be operated remotely by the MOH provider using a central PC Controller. This feature
eliminates the need for tape distribution because all audio information and configuration
settings are downloaded over telephone lines.
Because the unit uses non-volatile FLASH memory, your audio program is safe from
erasure due to power loss for up to 10 years. If power is lost, audio playback resumes
automatically once power is restored. This feature eliminates the need for a battery
backup system.
The TELink FLASH has been designed to accommodate several different installation
needs. The standard installation method allows normal access to the telephone line
while automatically preventing an unintentional disruption of a communication session
between the TELink and the PC Controller.
In a typical installation, the unit is installed directly to the incoming telephone line with no
other telephone equipment connected prior to the TELink. An installation involving a
KSU or PBX may look like what is illustrated below:
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2. INSTALLATION{tc \l1 "2. INSTALLATION}
If your MOH provider included other installation instructions, those instructions
should be followed first.
There are three installation procedures available, depending on the phone line used.
Keep in mind that whichever installation procedure is used, the TELink must always be
connected directly to the telephone company input, ahead of any other devices using
that line.
If you have any questions or require assistance installing the TELink, please
contact your MOH provider.
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VOICE LINE AND/OR NIGHT ANSWER INSTALL
PROCEDURE{tc \l2 "INSTALLATION PROCEDURE A}
1. Make sure the power switch on the back of the TELink is in the OFF position.
2. Connect one end of the included modular telephone cable directly to the phone
company box for the installation phone number. It is important that this cable is
attached to a direct line, prior to any other telephone equipment. The user may need
to adapt one end of the modular cable to mate to the incoming phone line.
If the TELink is equipped with the Night Answer option, the installation line must be
the first line answered by the telephone system. If you are not sure which line this is,
check with your local phone company.
3. Connect the other end of the modular cable to the TELCO jack on the back of the
TELink.
4. Using another modular telephone cable, connect the PHONE jack on the back of the
TELink to the installation phone line's original destination (KSU, PBX, telephone,
etc).
5. Set the HI/LO switch on the back of the TELink to the proper position for the
telephone system (LO=8 Ω, HI=1K Ω).
6. Connect the TELink's AUDIO OUTPUT jack to the telephone system's MOH input
using the included RCA cable. The user may need to adapt the phone system end of
this cable to match the MOH input connection on the phone system.
7. Plug the included 12VDC power supply into a normal 110VAC wall outlet. Connect
the other end to the 12VDC jack on the back of the TELink.
8. Turn the power switch ON. Turn to page 9 for further instructions.
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DEDICATED LINE INSTALL PROCEDURE{tc \l2
"INSTALLATION PROCEDURE B}
1. Make sure the power switch on the back of the TELink is in the OFF position.
2. Connect one end of the included modular telephone cable directly to the phone
company box for the installation phone number. The user may need to adapt one
end of the modular cable to mate to the incoming phone line.
3. Connect the other end of the modular cable to the TELCO jack on the back of the
TELink.
4. Using another modular telephone cable, connect the PHONE jack on the back of the
TELink to the installation phone line's original destination (KSU, PBX, telephone,
etc).
5. Set the HI/LO switch on the back of the TELink to the proper position for the
telephone system (LO=8 Ω, HI=1K Ω).
6. Connect the TELink's AUDIO OUTPUT jack to the telephone system's MOH input
using the included RCA cable. The user may need to adapt the phone system end of
this cable to match the MOH input connection on the phone system.
7. Plug the included 12VDC power supply into a normal 110VAC wall outlet. Connect
the other end to the 12VDC jack on the back of the TELink.
8. Turn the power switch ON. Turn to page 9 for further instructions.
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TELink 700 FLASH
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FAX SHARE INSTALL PROCEDURE{tc \l2 "INSTALLATION
PROCEDURE C}
1. Make sure the power switch on the back of the TELink is in the OFF position.
2. Connect one end of the included modular telephone cable directly to the phone
company box for the installation phone number. The TELink must be connected
before the fax machine. The user may need to adapt one end of the modular cable
to mate to the incoming phone line.
3. Connect the other end of the modular cable to the TELCO jack on the back of the
TELink.
4. Using another modular telephone cable, connect the PHONE jack on the back of the
TELink to the fax machine.
5. Set the HI/LO switch on the back of the TELink to the proper position for the
telephone system (LO=8 Ω, HI=1K Ω).
6. Connect the TELink's AUDIO OUTPUT jack to the telephone system's MOH input
using the included RCA cable. The user may need to adapt the phone system end of
this cable to match the MOH input connection on the phone system.
7. Plug the included 12VDC power supply into a normal 110VAC wall outlet. Connect
the other end to the 12VDC jack on the back of the TELink.
8. Set the fax machine to answer on the fewest rings possible (but a minimum of two
rings).
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9. Turn the power switch ON. Turn to page 9 for further instructions.
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FINAL INSTALLATION{tc \l2 "FINAL INSTALLATION}
After installation is complete, a download may be required. Check the STATUS light on
the front panel (note: on some units this light is labeled ACTIVE):
IF IT IS ON (STEADY): An audio file is present in memory and is currently playing.
Download is not required.
IF IT IS FLASHING SLOWLY: No audio file is present. Contact your MOH
provider. They must call the unit and download audio.
IF IT IS FLASHING FAST: The unit is automatically calling the callback number
stored in memory to download audio from the PC Controller. This first
callback to the PC Controller must be successful in order to validate the
callback number. If the first call does not result in contact with the PC
Controller, then callback validation has failed and the unit will not call again.
In this case, the STATUS light will alternate between a flash fast for one
second and no flash for one second. Contact your MOH provider. They may
then call the unit and download audio.
During communications sessions between the TELink and the PC Controller, the
STATUS light flashes fast and the phone line becomes unavailable for incoming and
outgoing calls (no dial tone will be present).
After a successful download the STATUS light remains on (steady). At this point, call
into the phone system and ask to be placed on hold. While listening to the on-hold
audio, adjust the volume (if necessary) using the volume UP/DOWN buttons on the front
panel.
If there is no on-hold audio, verify all connections against the installation procedure used
and try again. If there is still no on-hold audio, contact your MOH provider.
STATUS (or ACTIVE) Light
On
Off
Flashing Slowly
Indication
Audio file in memory, currently playing
No power to unit or an error has occurred
No audio file in memory, phone line free
Data session with PC Controller is being
Flashing Fast
attempted or is in progress
Alternating – Fast Flash / No
The TELink failed to validate the callback
Flash
number. Contact your MOH provider.
Table 1—Status Light Indications
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3. OPTIONAL FEATURES{tc \l1 "3. OPTIONAL FEATURES}
Your TELink may have optional features which provide additional convenience and
functionality. The serial number label on the bottom of the unit indicates which features
the unit has. Note that the unit may be equipped with optional features that have not
been activated by your MOH provider.
CALL ON SCHEDULE (CS) allows the TELink to be programmed to call the PC
Controller at a future date and time to automatically download a new audio
program. The scheduled callback can be set to a specific time, month, day, and
year.
The STATUS (or ACTIVE) light flashes fast during a callback. If the unit cannot
connect to the PC Controller (for instance, if the line is busy), it will continue calling
at seven minute intervals until a connection is made, or until the preprogrammed
number of retries has been exhausted.
Before CS can operate automatically, the callback telephone number must be
validated during initial installation and whenever the callback number is changed
by the MOH provider. During validation, the TELink makes one call attempting to
establish communications with the PC Controller. If it is successful, the callback
features become fully operational. If validation fails, contact your MOH provider.
FAX SHARE (FS) allows the TELink to share a phone line with a fax machine, saving
the expense of having to install a separate line. In a Fax Share installation, the
TELink only answers calls from the PC Controller and does not interfere with
incoming or outgoing fax transmissions. The fax machine must be set to answer
on two or more rings. Fax Share is standard on most units, although the FS
designation may not appear on the serial number label. Fax Share cannot be
used together with Night Answer.
NIGHT ANSWER (N) provides the capability to store a separate 15, 30, 45, or 60
second night answer message, in addition to the standard MOH message. Before
using Night Answer, the MOH provider must enable the feature from the PC
Controller and download a standard MOH message and a Night Answer message.
When activated (ON), the TELink answers incoming calls, plays the Night Answer
message, then hangs up the call. Two Night Answer modes are available:
Scheduled - The Night Answer message can be scheduled from the PC
Controller to turn on and off automatically once per day, on a sevenday calendar. Sample schedule: Night Answer turns OFF at 9am and
ON at 5pm Monday-Friday, with no ON or OFF time scheduled for
Saturday and Sunday. Under this schedule, Night Answer is active
during non-business hours (5pm-9am) and all weekend long.
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Manual - Night Answer can be turned ON or OFF on demand by pressing
the NIGHT button on the front panel. If a Night Answer schedule is
present, this will preempt it. If you manually turn Night Answer ON or
OFF, it will remain in that state until you cancel Manual mode (press
the NIGHT button again). Then, Night Answer operation will return to
Scheduled (if a schedule is present).
IMPORTANT: If Night Answer is turned ON manually, you
must remember to turn it OFF when you want calls to ring
through normally. Until Night Answer is turned OFF, the
TELink will continue to answer calls, play the Night Answer
message, then hang up. DO NOT forget to turn Night
Answer OFF at the desired time.
When using Night Answer, it is extremely important that the TELink is installed on
the first phone number that the phone system answers. However, because this
line is likely to be the most heavily used, the PC Controller may encounter difficulty
(busy line) when trying to call the unit. For the same reason, the unit may also
have difficulty calling the PC Controller. Therefore, it is recommended that the
initial installation and subsequent downloads be scheduled during times when the
line is not likely to be in use (during non-business hours).
Note that when the TELink answers a call in Night Answer mode, any other calls
that come in will not hear the Night Answer message, but will instead be handled
normally by the phone system.
The NIGHT light on the front of the TELink indicates the current ON/OFF status of
the Night Answer feature:
NIGHT Light
On
Off
Flashing
TELink 700 FLASH
Indication
Night Answer ON
Night Answer OFF
Slow flash – Night Answer OFF
Fast flash – Night Answer ON
Table 2—Night Light Indications
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4. TROUBLESHOOTING{tc \l1 "4. TROUBLESHOOTING}
Problem / Symptom
Audio output level is too low
or too high.
TELink does not answer
when called by the PC
Controller.
The telephone line to which
the TELink is attached does
not work.
STATUS (or ACTIVE) light
alternates between 1 second
flash flash, and 1 second no
flash.
Possible Solution(s)
• Adjust the volume by pressing the UP/DOWN
volume switches on the front panel. If the
volume level does not change, contact your
MOH provider.
• Possible impedance mismatch between
phone system’s MOH port and the TELink. Try
switching the HI/LO switch on the back of the
TELink.
• The TELink is not connected directly to the
telephone company input.
• Other telephone devices are connected prior
to the TELink. The TELink must be the first
device connected to where the telephone line
enters the building.
• The TELink may be communication with the
PC controller. The unit automatically locks its
phone line during communications to protect
data integrity. Check the STATUS led. If it is
flashing fast, the unit is in a data session.
• First attempt to call the callback phone
number has failed.
• If the initial callback validation has failed you
will need to contact your MOH provider for
further instruction.
Table 3—Troubleshooting
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