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Home : Support : Frequently Asked Questions

Frequently Asked Questions

Auto Attendants
Voicemail
Telephone Lines
Remote Extensions
Local Extensions
VoIP


 

Auto Attendants


How do I record and listen to my Auto Attendant recording?
  1. Pick up a local extension handset, then press the # key to enter into command mode. If required, enter the administrator password, followed by the # key.
  2. Dial 4, followed by the auto attendant number, followed by the # key. You will hear a tone, indicating you can start recording your greeting.
  3. Record your greeting, then press the # key. The greeting is saved.
  4. To play the greeting, dial 5, followed by the auto attendant number, followed by the # key. The greeting plays.
  5. If you are satisfied with the greeting, simply hang up. If you would like to re-record your greeting, repeat steps 2 and 3 above.
What is the .WAV file format?

The format is 8000 Hz, 8-Bit, Mono, µ-law. This is the only format that can be imported into TalkSwitch. Higher-quality formats, such as MP3, are not necessary since phones lines do not allow higher bandwidth and only support mono audio.

How do I load a professional greeting?
  1. Open the TalkSwitch configuration software, then select Call Handling -> Auto Attendant. The Auto Attendant section appears.
  2. Click the Load Auto Attendant button. The Load Auto Attendant window appears.
  3. Click the Load wav file button. A window appears, allowing you to select the wav file.
  4. Select the file and click the OK button. The file is loaded to the unit.
Calls are going to my phone company voicemail instead of being answered by TalkSwitch.

This may be a result of two different situations:
  1. If the line is currently busy and you do not have the hunt/rollover service from the phone company then the call will go into voicemail.
  2. If calls are ringing, then going into voicemail, this may be due to the fact that TalkSwitch is set to answer after a predetermined number of rings that is larger than the number of rings set for your phone company voicemail.
To remedy this situation, decrease the number of rings before the auto attendant answers (see below) or increase the number of rings before your phone company voicemail answers.

To decrease the number of rings before an auto attendant answers:
  1. Open the TalkSwitch configuration software, then select Call Handling -> Telephone Lines. The Telephone Lines section appears.
  2. Set the number of rings option to less than the phone company's voicemail number of rings, or to immediately.


 

Voicemail


How do I access my voicemail remotely?

To access your voicemail remotely:
  1. Call into TalkSwitch. The auto attendant answers.
  2. Press **, followed by your extension number. This will take you into the standard voicemail options and allow you to listen to your messages and change voicemail options.
NOTE: If your inbound call is answered by a local extension, they can transfer you to your voicemail box by transferring your call by pressing **, followed by your extension number.

How do I clear the password for my voicemail box if I forget it?

To delete a voicemail box password:
  1. Open the TalkSwitch configuration software, then select the Tools -> Voicemail Manager option from the menu. The Voicemail Manager window appears.
  2. Press the Delete Mailbox Password button. The Delete Voicemail Password window appears.
  3. Select the appropriate mailbox from the pull down menu, then click the OK button. The password is deleted.
  4. To assign a new password, go in to voicemail, select Option 3 and follow the system prompts.
I cannot get pager or remote phone notification to work properly.

Ensure you have programmed the correct phone numbers for the pager and/or the remote phone in the TalkSwitch configuration software under Voicemail -> General Voicemail -> Voicemail Notification Settings.

In order to avoid multiple notifications, the system is designed to notify you for the first new message left in your voicemail box. If you have been notified of a new message, and have not retrieved it, and a second party leaves you a message, TalkSwitch does not notify you again. This is done to ensure you do not get constant notification if you receive a high volume of messages. You can setup TalkSwitch to notify on every new message under the Voicemail –> Global Settings section of the TalkSwitch configuration software.

I constantly get notified of new messages that are blank or hang ups in my voice mailbox.

If someone reaches your voice mailbox then hangs up, TalkSwitch removes the silence from the message but not the disconnect noise.

To remove hang up messages:
  1. Open the TalkSwitch configuration software, then select Voicemail -> Global Settings. The Global Settings section appears.
  2. Under the Mailbox Settings section, check the box for the Remove blank and hang up messages option. The Only remove messages shorter than: option becomes available.
  3. Select a value of 2.50 secs (or less). Note that if you set this value too high, then a legitimately short message may get deleted.
Callers keep hearing "leaving a message is unavailable at this time."

If a caller receives a message stating that voicemail is unavailable at this time, then the unit's voicemail memory may be full. Please check the voicemail capacity via the TalkSwitch configuration software under Tools -> Voicemail Manager -> Mailbox Status. If the voicemail capacity appears to have more than enough time to leave a message, reboot the TalkSwitch unit (power it off, then back on). If this doesn't resolve the issue, please contact Technical Support.


 

Telephone Lines


What is rollover?

Rollover (Hunt) is a phone company feature that allows calls to be forwarded to another line if the first line is busy. Most businesses with two or more lines subscribe to the rollover service so that only one phone number needs to be published for customers. You should configure all TalkSwitch lines that are part of the rollover group to answer in the same fashion. This feature is located in the System Information -> Telephone Lines -> Telephone Company Services section.

What are line hunt groups?

A line hunt group is a feature that allows you to access an available phone line by dialing 9, or 81 to 88, rather than checking each line one at a time. By default TalkSwitch is configured to hunt group 9 so that it will check each line starting at Line 4, through to Line 1. You have the ability to modify this or any other hunt group. Lines are hunted in the order they are listed in the TalkSwitch configuration software, under the System Information -> Line Hunt Groups -> Set Line Hunt Group section.

Both my lines flash simultaneously during incoming calls yet I only have one line.

This will occur if phone lines are not wired correctly. We suggest using single-line phone cable (two-wire cable) to connect TalkSwitch to your lines. Connect the single-line phone cord between the unit and the phone jack and see if the problem persists. To check if a cord is single-line or two-line cord, look at a jack on either end of the cord. If there are two gold pins, then it is a single-line cord. If there are four gold pins, then it is a two-line cord.

Calls are not being answered according to my configuration.

This may be a situation where line numbering or connecting have become crossed.
  1. Verify that you have your TalkSwitch unit Line 1 plugged into the Line 1 jack, and your Line 2 plugged into the Line 2 jack.
  2. Call into the TalkSwitch and watch the front panel lights to confirm which line you are calling in on.
TalkSwitch cannot associate the phone numbers with the actual lines, it uses the phone numbers in the software as labels to help you organize the lines you are configuring. It's possible that what you consider to be Line 1 may actually be Line 2, according to the phone company wiring in your home.


 

Remote Extensions


Why can't calls get forwarded to remote extensions?

When you are trying to manually forward a call out to a remote extension from a local extension, and no lines are available, you will be unable to transfer the call. You will instead hear a busy tone. Also, if you are forwarding to a telephone number instead of a remote extension, you need to press Flash 4, or hang up your phone, to transfer the call.

Remote extensions cannot hear the caller, or the volume is too low.

If you are forwarding calls to a remote extension over a second line, there will be some volume loss created by bridging two lines together. Ensure that, under Options –> Audio Controls, all Lines Controls settings are set to Default.

If the line levels are still too low, you may need to have the phone company 3-Way Calling service added to your line(s) and use Same Line Connect to forward the calls. This means calls are forwarded out on the same line and there should be no line loss since the connection is being made at the phone company.

Callers end up in cell phone voicemail, not TalkSwitch voicemail.

If you are on a cell phone call and it has voicemail, calls will automatically go to the cell phone voicemail. If you do not want callers to leave voicemail at your cell phone, you can enable call screening on your remote extension. This will prompt you that you have a forwarded call and you can accept or reject the call. If no selection is made, then the call will follow the reject call cascade sequence.

To enable call screening on your remote extension:
  1. Open the TalkSwitch configuration software, then select Call Handling -> Remote Extensions. The call cascade settings for Remote Extensions section appears.
  2. Click on the Answered tab. The options for Answered appear.
  3. Change the configuration from stay connected to play accept/reject prompt or play caller's name first.
  4. Configure the cascade sequence if a call is rejected from this ext. to go to the voice mailbox of your choice.
Forwarded calls are sometimes unable to leave messages in my voicemail box.

Most cell phone companies play a message to the caller if the cell phone is unreachable. This will interfere with the cascade sequence because TalkSwitch would see it as someone answering the call. To prevent this from happening you should enable call screening on that extension.
  1. Open the TalkSwitch configuration software, then select Call Handling -> Remote Extensions. The call cascade options for Remote Extensions section appears.
  2. Click on the Answered tab. The options for Answered appear.
  3. Change the configuration from stay connected to play accept/reject prompt.
  4. Configure the cascade sequence for the call being rejected.
Note: By enabling this feature, TalkSwitch waits for a response from the remote extension to accept the call. If the call is not accepted by the remote extension, then it follows the reject cascade sequence.

How do I use Same Line Connect with my remote extensions?

You must first have the 3-Way Calling service from your phone company on all lines involved.
  1. Open the TalkSwitch configuration software, then select System Information -> Telephone Lines. The Telephone Lines section appears.
  2. Under Telephone Company Services, check the 3-Way Calling box for each line.
  3. Select System Information -> Remote Extensions. The Remote Extensions section appears.
  4. Select the Remote Extensions that will use this feature and check the Use Same Line Connect box.


 

Local Extensions


How do I retrieve calls in queue?

To retrieve calls in queue:
  1. Press Flash to put the first caller on hold.
  2. Dial 7 to retrieve the waiting party.
If you have multiple callers on hold, Flash 7 will cycle through all calls on a first in-first out basis.

How do I pick up a call that is ringing at another extension?

This is a TalkSwitch feature called Call Pick - Call Grab and there are two ways to do it.
  1. To get the most recent ringing telephone line, press * 9.
  2. To connect to a specific ringing extension, press * 7, then enter the extension number.
What is direct line access and how is it used?

Direct line access will automatically give you an outside line when you go off hook. This eliminates the need to dial a hunt group (such as dialing 9) every time you want to make an outside call. The draw back to this feature is that since you are not given an internal dial tone when going off hook, you will not hear the stutter dial tone for new messages left in your voice mailbox. You also need to press Flash before dialing extensions or accessing voicemail.

I cannot access voicemail.

You may have direct line access enabled on your extension. Try pressing Flash, followed by **, followed by your extension number. If this connects you to voicemail, then you have direct line access enabled on your extension.

Follow these steps below to make direct line access changes:
  1. Open the TalkSwitch configuration software, then select System Information -> Local Extensions. The Local Extension section appears.
  2. Click the Direct Line Access button. The Direct Line Access window appears.
  3. Check the Enable direct line access using box and select the hunt group to use when automatically seizing a phone line, or disable this feature by removing the checkmark from the box.
NOTE: With this feature enabled, you are given an outside line when going off hook.

If you have Direct Line Access enabled, you must press Flash before you:
  • Call any extension.
  • Check voicemail.
  • Enter command mode (pressing #).
I can't place a call on hold, or the call I place on hold gets disconnected, when I press the Flash or Link button.

This may be a problem with the flash length. To resolve this problem, adjust the accepted flash length to work with all phones in your location.
  1. Open the TalkSwitch configuration software, then select Options -> Troubleshooting. The Troubleshooting section appears.
  2. Under Accepted Flash Length (the default minimum is 400ms and the maximum is 800ms), increase the Maximum length by 50ms if calls placed on hold get disconnected. Decrease the Minimum length by 50ms if calls cannot be placed on hold.
  3. Try the above settings and adjust as required. You may also need to adjust the setting on all your phones.
The second line of my multi-line phone does not work.

The second line may not be connected to TalkSwitch.

Use a phone cable to connect from Line 2 on your phone to a local extension jack on the TalkSwitch (labels E1 through E4 or E8).

There is no dialtone when I go off hook.

Complete silence at a local extension may result from a faulty line cord.
  1. Find an existing extension that is operational and swap the phone (cord included) with the bad extension.
  2. If the swapped extension works, then plug the original phone back in using a new line cord.
  3. If this works, then simply replace the original line cord, as the wires may be reversed or damaged.
  4. If the problem still persists with a new extension and line cord, reboot TalkSwitch and test again.
  5. If the problem still persists, please contact Technical Support for further assistance.


 

VoIP


Why am I unable to make or receive VoIP calls?
  1. Open the TalkSwitch configuration software, then select System Information -> VoIP Lines. The VoIP Line section appears.
  2. Click the View Registration Status button. The Registration Status window appears.
If any of the VoIP numbers are listed as Not Registered in the Registration Status window, review the appropriate documentation for either your TalkSwitch VoIP Network, or for the Service Provider Network and review the following:
  1. Under System Information -> VoIP Configuration:
    1. For a TalkSwitch VoIP Network, verify the following:
      1. The IP address of the registrar server is entered in both the Proxy Server and Registrar Server fields.
      2. The Realm/Domain, User/Account and Password fields reflect the registrar's authentication information exactly.
      3. At least one line is available for the TalkSwitch network in the VoIP Lines section.
    2. For a Service Provider Network registration, click the Service Provider Profile tab and verify the following:
      1. All required fields (Proxy Server, Registrar Server, Realm/Domain) are entered and correct.
      2. At least one line is available for the Service Provider Network in the VoIP Lines section.
  2. Under System Information -> VoIP Numbers:
    1. For a TalkSwitch VoIP Network, ensure that at least one number between 250-299 is activated, and is not duplicated on any other TalkSwitch on the network.
    2. For a Service Provider Network, verify the following:
      1. All phone numbers have the correct User Account and Passwords entered.
      2. The phone number includes the area code assigned by your Service Provider.
      3. The country code is blank, unless otherwise specified by your Service Provider.
  3. Confirm that your firewall has port 5060(UDP) correctly opened and mapped to the IP address of your TalkSwitch unit. For information on how to setup your firewall, please visit www.portforward.com.

Who do I receive 1-way audio only — callers can hear me, but I cannot hear them?

This symptom may be the result of a firewall blocking ports needed for VoIP traffic, or incorrect information stored in the TalkSwitch configuration. To correct the problem, check the following:
  1. In the TalkSwitch software, go to System Information -> IP Configuration and verify the following:
    1. Confirm that the Public WAN IP Address is correct.
    2. If you are using a Fully Qualified Domain Name (FQDN), remove it, save the configuration to TalkSwitch and try another call.
  2. Confirm firewall Ports 6000 to 6006 using UDP are open and mapped to the IP address of your TalkSwitch CVA unit. If you have multiple CVA units, additional ports may be required (typically 6000 to 6036 for a four-unit TalkSwitch network); refer to the TalkSwitch VoIP Configuration Guide for a full list of ports. For information on how to setup your firewall, please visit www.portforward.com.
Why is the audio quality broken or garbled?

This symptom may be the result of restrictions in bandwidth available at your location or in the network. To correct the problem, check the following:
  1. Open the TalkSwitch configuration software, then select Options -> Audio Controls and ensure that the Preferred Codec is set to ‘G.729'.
  2. If your firewall supports Quality of Service (QoS), enable it on the ports (6000-6036) that are mapped to your TalkSwitch unit(s).
Why is the audio quality heavily distorted?

This symptom may be the result of a VoIP Codec mismatch. Confirm the codecs supported by your Service Provider, then check the following:
  1. Open the TalkSwitch configuration software, then select Options -> Audio Controls and ensure that the Preferred Codec is set to match a codec used by your Service Provider.
Note: The codec type affects the number of simultaneous VoIP calls that can be made through the network. Refer to the TalkSwitch User Guide for further information.

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