2 TalkSwitch User Guide Version April Copyright 2012 Fortinet, Inc. All rights reserved. Fortinet, FortiGate, and FortiGuard, are registered trademarks of Fortinet, Inc., and other Fortinet names herein may also be trademarks of Fortinet. All other product or company names may be trademarks of their respective owners. Performance metrics contained herein were attained in internal lab tests under ideal conditions, and performance may vary. Network variables, different network environments and other conditions may affect performance results. Nothing herein represents any binding commitment by Fortinet, and Fortinet disclaims all warranties, whether express or implied, except to the extent Fortinet enters a binding written contract, signed by Fortinet's General Counsel, with a purchaser that expressly warrants that the identified product will perform according to the performance metrics herein. For absolute clarity, any such warranty will be limited to performance in the same ideal conditions as in Fortinet's internal lab tests. Fortinet disclaims in full any guarantees. Fortinet reserves the right to change, modify, transfer, or otherwise revise this publication without notice, and the most current version of the publication shall be applicable.
3 TalkSwitch User Guide Contents Introduction 1 Important information What happens if the power goes out or if the IP network to VoIP fails? Change password frequently PBX fraud Emergency service numbers Call redirection and service provider billing advisory Configuration 3 Introduction Starting the Management software About System time Current mode My system Voic messages Administration Administration System numbering plan Region selection Language Dial 0 or 9 routing Scheduling Modes Change mode Remotely Locally Scheduling System time Date & time Time zone NTP server IP Configuration System IP settings Local proxy Public IP address Firewall settings Configuring the router manually On-Hold/Ringback On-hold settings Deleting a music on hold file TalkSwitch User Guide Version 7.11 I
4 Contents Playing music on hold on the PA system Transfer settings Service notification settings Import an list server settings Outgoing server authentication Outgoing server port numbers Incoming server authentication Incoming server port numbers Incoming mail server options Testing the server settings Managing voic messages Setting up POP3 service with Microsoft Exchange Risks of enabling POP3 service Security recommendations VoIP Configuration Setting up a multi-branch profile Activate profile Provisioning details SIP server SIP client Authentication System VoIP options VoIP Caller ID Line reservation Setting up a service provider profile Activate profile Automatic configuration Manual configuration Provisioning details Viewing registrar entries Viewing registration status Setting codec options Local Extensions/Fax Local Extensions/Fax page Extension tab Direct line access Hotline access Hunt group permissions Caller ID settings Regular extension details IP extension details Configuring IP phone keys Setting handset ID for 850i or 860i phones Counterpath or other IP phone II TalkSwitch User Guide Version 7.11
5 Contents About call cascades Setting up call handling Busy call cascade No answer call cascade Answered call cascade Do not disturb cascade Setting do not disturb mode Ignoring call cascades for unanswered intercom calls Ignoring call cascades for calls transferred from local extensions Voic tab Mailbox greeting Caller options Notification options Setting up notification by Setting up notification by phone Setting up notification by pager Setting up the notification options Setting up message waiting light activation Voic screening Adding IP phones Overview Adding 350i, 450i and 550i IP phones Connecting the IP phone to the network Adding the extension to the system IP extension details area About programmable function keys Programming 350i function keys Saving a key assignment template Using a key assignment template Programming 450i function keys Programming 550i function keys Programming the 350i, 450i or 550i IP phone as an external IP extension If registration does not work Adding 850i and 860i IP phones Installing the base Configuring the phone as an IP extension Configuring the 850i or 860i for use within the office IP extension details area Programming the phone as an external IP extension Using the phone with a traditional phone line Further configuration Checking and updating firmware Phone programmable key functions Adding Polycom IP Phones Adding the extension to the system IP extension details area TalkSwitch User Guide Version 7.11 III
6 Contents Configuring the system for external IP extensions Connecting the Polycom phone to the network Programming the Polycom IP phone Configuring the phone to point to the firmware files Adding Grandstream IP phones Adding the extension to the system IP extension details area Configuring the system for external IP extensions Connecting the Grandstream phone to the network Programming a Grandstream IP phone Adding Counterpath IP phones Adding the extension to the system IP extension details area Configuring the system for external IP extensions Configuring a new SIP account Updating eyebeam software Adding Other IP Phones External IP extensions Configuring the router Configuring the router manually Remote Extensions Remote Extension tab About call cascades Setting up call handling Voic tab Mailbox greeting Caller options Notification settings Remote extensions and telephone company services Ring and Page Groups About call cascades Setting up call handling Caller ID options General Voice Mailboxes Mailbox greeting Caller options Notification options Voic Preferences Global message waiting indicator Mailbox setting Mailbox access Voic management Mailbox status Unassigned messages Reset mailboxes Delete password IV TalkSwitch User Guide Version 7.11
7 Contents Voic Broadcast Add Broadcast Group Permissions Activate access codes Access code configuration Adding an access code Removing an access code Extensions requiring an access code Restricting extensions Selecting all extensions Clearing restrictions System Speed Dials Activate speed dial Import system speed dial list Using a * prefix Export system speed dial list Caller ID name tagging Telephone Lines Activate line Phone numbers Phone line services Line reversal settings Call handling Line optimization VoIP Numbers Activate VoIP number Phone number Multi-branch profile Service provider profile Username and password Registration status Call handling Caller ID (or CLID) Based Routing Caller ID lookup list or CLID matching list Caller ID or CLID Routing Groups Setting up caller ID routing with an extension Line Hunt Groups Activate hunt group Hunt group line assignments Hunting order for outgoing calls Hunt group busy overflow for outgoing calls Overflow tone notification Auto Attendants Configuring auto attendants Actions during auto attendant playback Action performed after auto attendant playback TalkSwitch User Guide Version 7.11 V
8 Contents Working with auto attendant messages Recording a new message Listening to the recorded message Loading a message Erasing a message Example auto attendant Setting up the dial-by-name directory Setting the PBX extension length Auto Route Selection Introduction About automatic route selection About toll restriction About leading digits About carrier codes ARS and direct line access ARS and the 3-Way Calling/Conference service ARS and emergency service numbers Planning automatic route selection and toll restriction Setting up automatic route selection and toll restriction Activate automatic route selection Carrier code prefixes Emergency service numbers Auto route selection Restricting local extension access to specific hunt groups Allowing a local extension to bypass ARS and toll restriction Regulatory advisory notice Call Bridge (DISA) Using call bridge Activate account Hunt group access Auto Call Back Using auto call back Activate auto call back Account options Recording an announced message Prompted Call Back Using prompted call back Activate prompted call back Account options Recording an announced message File menu New Template Open > Location Open > Configuration File Save Save To > File VI TalkSwitch User Guide Version 7.11
9 Contents Save To > Location Retrieve Settings Close Exit Tools menu Memory Usage Voic Manager > Mailbox Status Voic Manager > Delete Mailbox Password Voic Manager > Reset Mailboxes Terminal Window (CLI) Syslog Output Call Logging Output (CDR) Defaults > Entire Configuration Defaults > Current Page Uninstall License Click-to-Dial Update Phone Update Firmware Reboot System Options menu Paging Options Overhead Paging Transfer Preferences To local extension tab To remote extension tab To ring group tab From auto attendant tab Call Reminders VoIP Trunking SIP server registration VoIP ports Clock Preferences Internal Calls Call Back Caller ID Dial-by-name Directory Call Park Set Date & Time Troubleshooting menu Auto Attendants Extensions > Regular Analog Extensions Extensions > IP Extensions Fax Detection Telephone Lines > Audio Telephone Lines > Detection and Timers VoIP TalkSwitch User Guide Version 7.11 VII
10 Contents VoIP ports SIP Server Registration Timer UPnP View Blocked IP Addresses Firewall Test System Information and Diagnostics System Information Local Extensions VoIP Numbers Network Memory Usage Support Tools > Call Logging Options Support Tools > Software Configuration Logs Using your phone system 171 Receiving calls With the auto attendant Using an analog extension Making calls Placing an intercom call Overhead paging Two-way paging One-way group paging Place out-of-office calls from a local extension Click-to-Dial from Microsoft Outlook Receiving calls For your local extension For any other local extension For a specific local extension While you re on a call Placing calls on hold Transferring calls to an extension Unscreened transfer Screened transfer Transferring calls to an outside number Unscreened transfer Screened transfer Parking and retrieving calls Parking a call Retrieving a parked call Queuing and retrieving callers Queuing callers at a local extension Queuing callers at a ring group Using call waiting Conference calling Two local extensions and one outside caller Two outside callers and one local extension VIII TalkSwitch User Guide Version 7.11
11 Contents Using an IP extension Making calls Placing an intercom call Overhead paging Two-way paging One-way group paging Place out-of-office calls from a local extension Receiving calls For your local extension For any other local extension For a specific local extension While you re on a call Placing calls on hold Transferring calls to an extension Unscreened transfer Screened transfer Transferring calls to an outside number Unscreened transfer Screened transfer Call park parking and retrieving callers Parking a caller Retrieving a parked call Queuing and retrieving callers Using call waiting Conference calling Two local extensions and one outside caller Two outside callers and one local extension Programmable phone key functions Using VoIP to connect multiple branches Forwarding calls out of the office Automatic call forwarding Manual call forwarding Conditional call forwarding Transferring calls from a remote extension Screening options for forwarded calls Using the voic system Activating voice mailboxes Retrieving messages and accessing a voice mailbox Using Voic broadcast Recording an announcement on a local extension Pager and cell phone notification Music on hold Music on hold and call forwarding to remote extensions Switching modes Switching modes manually Locally TalkSwitch User Guide Version 7.11 IX
12 Contents Remotely Switching modes automatically Using call bridge and call back Using call bridge Using call back Activating call back Using prompted call back activation Using auto call back activation Accepting the call back Directly answering the call back Using the announced message option Call Detail Record Logging 197 Introduction Enabling call detail record logging Unit log file Retrieving call data records Call reporting Browser Analyzing the data VoIP Information 201 Connecting to a network Connecting to local and IP networks Confirming network capacity Configuring IP addresses Setting the system IP settings Setting the public IP address Configuring the router Configuring the router manually External IP extensions Multi-branch VoIP network Setting up a multi-branch profile for the SIP server Setting up a multi-branch profile for a SIP client Configuring VoIP numbers for a multi-branch VoIP network Setting up line hunt groups Advanced VoIP configuration Verifying the multi-branch VoIP network Service provider VoIP network Setting up a service provider profile Activate profile Automatic configuration Manual configuration Provisioning details Setting codec options Configuring VoIP numbers for a service provider VoIP network X TalkSwitch User Guide Version 7.11
13 Contents Setting up line hunt groups Advanced VoIP configuration Setting up caller ID Reserving VoIP lines Verifying registration Multi-branch VoIP network administration form Troubleshooting and Support 223 Troubleshooting What the flashing lights mean All lights flash slowly together Line 1 and 3 flash alternately with line 2 and Line 1 and 4 flash alternately with line 2 and All lights > Data flash in a slow alternating sequence, continuously Line 1 and 2 flash alternately with line 3 and Line 2 and 3 flash Configuration I am not able to retrieve settings I am unable to configure the system using a touchtone phone Auto attendant The auto attendant does not play when calls come in The auto attendant message is broken up or very faint The auto attendant answers calls before any of the extensions ring The auto attendant is transferring calls to the wrong extension The auto attendant answers calls, but does not transfer them to the extensions Calls are going to my phone company voic instead of being answered by the system How do I access my voic remotely? Music on hold Callers hear the One moment please message and then total silence when the auto attendant transfers their call to an extension Callers hear only silence when put on hold at an extension Call routing Callers are disconnected when transferring calls from one extension to another I can t use my conference/3-way calling feature from the phone company I m unable to place intercom calls from a local extension Answering and fax machines The answering machine and/or fax machine picks up calls before they can be answered by telephone extensions Incoming faxes are not automatically detected and routed to the fax machine Local extensions I am unable to access lines with a local extension My PC (internal or external) modem cannot dial out One of the local extensions (telephones) does not ring TalkSwitch User Guide Version 7.11 XI
14 Contents Extension(s) ring, but there is no caller When I try to access voic , I hear a busy tone Multiple units I can t reach an extension across the LAN The configuration does not show the other unit(s) After recording an auto attendant greeting, I can t play it back Calls are not always reaching my voic Calls across the LAN are lower in volume VoIP I hear a re-order tone when I try to dial a VoIP location Callers complain the sound is distorted or choppy When I call someone or they call me, voice is only heard in one direction Support Appendix A: Functions and Commands 231 Functions you can enter from local extensions Functions you can enter from outside phones Functions you can enter in command mode Appendix B: Telephone Company Calling Services 235 Caller ID Distinctive Ring Voic Call Waiting Way Calling/Conference Transfer and Clear Hunt/Rollover Other services Services using call back Services using prompted call back Services and systems using Flash Services using Ringback Tones Services using line reversals Appendix C: Power Interruptions 239 Settings and configurations Calling features Mode scheduling and power interruptions Index 241 XII TalkSwitch User Guide Version 7.11
15 TalkSwitch User Guide Introduction Important information What happens if the power goes out or if the IP network to VoIP fails? To ensure a reliable network connection, all elements of the VoIP network should be connected to back-up power supplies (UPS). These elements should 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, no VoIP calls can be made. Calls can still be placed over the telephone lines. Change password frequently Setting and frequently changing the system password is recommended to avoid unauthorized changes to system configuration and settings. PBX fraud It is recommended that call bridge (DISA) and call back passwords are changed frequently to avoid unauthorized users making telephone calls through the phone system. Emergency service numbers Ensure emergency service numbers are not blocked by the toll restriction feature. Frequently used emergency service numbers are pre-programmed to avoid blocking, but other local numbers may be used in some locations. Before routing any emergency service numbers to a VoIP service provider, check that they do handle emergency service calls and any conditions associated with this service. Call redirection and 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, telephone service provider(s), TalkSwitch or its distributors and resellers, with regard to the accuracy of these features and that the use of such features may not be considered by a telephone company in any disputes which may arise regarding the accuracy of any subscriber's telephone account. Please read the Start Guide that came with your phone system before reading this user guide. The Start Guide contains critical information about setting up your phone system. TalkSwitch User Guide Version
17 TalkSwitch User Guide Configuration Introduction This chapter contains detailed information about all the features in the Management software, with step-by-step instructions on how to customize these features to best suit your needs. Starting the Management software When a unit 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 one hour, the unit unlocks itself to allow configuration changes. 1 Press the power button to turn on your phone system. 2 Turn on your computer. 3 Start the phone system Management software. The Configuration Selection page appears, and the software attempts to detect your phone system. 4 Select your language. You can select English, Français or Español. 5 Once the software detects the system, click Configure Auto-Detected System. The software loads the configuration from the unit, and the About page appears. 6 If the software was unable to detect your system, check that all your wires and plugs are securely connected, and then click Retry Auto-Discovery. The software loads the configuration from the unit, and the About page appears. TalkSwitch User Guide Version
18 Starting the Management software Configuration 7 If auto-detection does not work: a) Click Connect to a System Via IP. The Connect Via IP window appears. b) Enter the URL / IP address and Port of the system, and then click OK. This is the public IP address or public domain name of the system. The software loads the configuration from the system, and the About page appears. 8 To open a configuration file: a) Click Open a Configuration File or Template. The Open File or Template window appears. b) Click Open a File. The Open window appears. c) Browse to the.tsd file, and then click Open. The software opens the configuration file. d) If the selected configuration file is not compatible with your software, you will be prompted to convert the file to a newer format. If you select OK, software will first make a backup copy with the filename suffix _old, then convert the selected file to make it compatible with your software. 4 TalkSwitch User Guide Version 7.11
19 Configuration About About The About page displays and allows you to change system information. 1 Select the About page. The System Information area shows: The current time and date programmed into the system. The current mode. The model numbers of the units in the system. The number of new voic messages, and the total number of voic messages. The version number of the Management software. When the configuration was last saved to the system. The type of connection to the system. The region of the system. System time System time shows the current date and time programmed into the system. Clicking the System time link displays the Date and Time Properties window. It allows you to change the date, time, time zone, and NTP server programmed into the system. See System time on page 13. Current mode Current mode shows the current mode. Clicking the Current mode link displays the Change Mode window. It allows you to change the mode of the system. See Change mode on page 11. TalkSwitch User Guide Version
20 About Configuration My system My system shows the model numbers of the units in the system. Clicking the My system link displays the Discovered Network window. It shows the MAC address, IP address, system ID, model number, firmware version, and length of operation for each unit. Voic messages To identify a unit, click the Identify button. The Identify button will change to a Stop button. All the lights on the front panel will start flashing. Click the Stop button to end the flashing. Voic messages shows the number of new voic messages in the system, and the total number of voic messages in the system. Clicking the Voic messages link displays the Voic Memory Usage window. It shows message statistics for each voice mailbox. See Mailbox status on page TalkSwitch User Guide Version 7.11
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