Talkswitch 24-CA - Manual (Page 195)

T R O U B L E S H O O T I N G A N D S U P P O R T 1 8 3
The auto attendant is transferring calls to the wrong extension.
•
Check if the extension jacks of your devices (phones, faxes) are plugged
into the corresponding jacks on the TalkSwitch back panel (i.e. extension
111 is plugged into E1).
The auto attendant answers calls, but does not transfer them to
the extensions.
•
Make sure your extensions are plugged into the extension jacks on the
back panel of TalkSwitch (instead of your telephone wall jacks).
• Open the configuration software.
Select Call Handling -> Auto Attendant.
In the At the Auto Attendant, perform the following actions section, check
if the options that the caller can select are pointing to the correct
extensions.
6.1.2.2 Music on hold
Callers hear the “One moment please” message and then total silence
when the auto attendant transfers their call to an extension.
•
There is a problem with the music source. Check all connections and
the power.
Callers hear only silence when put on hold at an extension.
•
Make sure you use the Flash or Link button on an analog phone, or the
Hold button on a IP phone, to put callers on hold. If you use the Hold
button on an analog phone, callers will be placed on hold at the phone
itself and not through TalkSwitch.
• You have enabled the music on hold feature, but have not attached an
audio device to the music jack on TalkSwitch.
• You have enabled play the Play music from file feature but have not
loaded a .wav music file to TalkSwitch.
6.1.2.3 Call routing with local extensions and home phones
Callers are disconnected when transferring calls from one extension
to another.
•
If you are using the hook switch rather than the Flash button to put
callers on hold, you may be holding the hook switch down too long
and disconnect.
I can’t use my conference/3-way calling feature from the
phone company.
•
You need to make sure you have checked the box indicating that you
have 3-way calling or transfer and clear on the appropriate lines under
System Information -> Telephone Lines in the configuration software.