Call Center User Manual Ver 1.1 Model #: UP102 Table of Contents 1 Introducton Package Contents Features System Requirements Getting to Know Call Center Technical Support 2 Installng Skype Software Downloading and Installing Skype Creating a Skype Account Adding Contacts Assigning a Speed-Dial Number 3 Connectng Call Center Hardware Single-Line Connection Dual-Line Connection 4 Installng Call Center Software 5 Configuring Call Center Configuring Call Center Features Other Configuration Options 6 Usng Call Center Before Using Call Center Using Call Center in Single-Line Mode Using Call Center in Dual-Line Mode Quick Reference Tables a Specifications Notces Regulatory Compliance Notices Modifications Miscellaneous Legal Notices Lmted Warranty 1 1 2 2 3 4 5 5 8 9 11 13 13 14 19 23 23 27 31 31 33 34 39 41 43 43 43 44 45 Actontec VoSKY Internet Phone Wzard User Manual Actontec VoSKY Call Center User Manual Introducton Thank you for purchasing the Actiontec VoSKY Call Center. Call Center allows you to make free calls over the Internet and budget calls with SkypeTM any time, anywhere. With Call Center, you can use your regular telephone to make long distance calls and even international calls at dramatically reduced rates. New features include the ability to make remote Internet calls from any regular phone, receive Internet calls on any regular phone, and set up a phone alert when a contact goes online. If you want to take your communications to the next level and save money while doing it, the Actiontec VoSKY Call Center is sure to be one of the keys to your success. 1 Package Contents Actiontec VoSKY Call Center USB cable Telephone cable (RJ-11) Quick Start Guide Installation CD-ROM (includes this user manual) 1 Actontec VoSKY Call Center User Manual Features Outgoing call forwarding (Internet calls to regular phone calls) Incoming call forwarding (regular phone calls to Internet calls) Calls back your regular phone number when Skype contact is online Computer answering machine Connect directly to your regular telephone so you can make and receive Internet calls from your phone Patented "I-Phone Switch" for switching your telephone between Internet and regular phone modes Call waiting Caller ID for Internet calls Supports Skype speed-dial and SkypeOut service Voice menu No external power required Echo-cancellation technology System Requrements Mnmum IBM PC-compatible computer with one available USB port, Celeron 800 MHz or faster processor, 128 MB RAM, 15 MB available hard disk space, and a CD-ROM drive Microsoft Windows 2000 or XP A touch-tone analog phone LAN or modem-based Internet connection Analog telephone line (optional) 2 Actontec VoSKY Call Center User Manual Gettng to Know Call Center This section contains a quick description of Call Center's lights (LEDs) and ports. Call Center has several indicator lights on its front panel, and a series of ports on its rear panel. Front Panel The front panel of Call Center features three lights: Regular Call, Internet Call, and Ready. Regular Call The Regular Call light illuminates when Call Center is in regular (analog) phone mode, blinks rapidly when an incoming regular call comes in, and blinks steadily when a regular call is on hold. Internet Call The Internet Call light illuminates when Call Center is in Internet phone mode, blinks rapidly when an incoming Internet call comes in, and blinks steadily when an Internet call is on hold. Ready The Ready light illuminates when Call Center is correctly connected to the computer and ready to answer calls. 3 Actontec VoSKY Call Center User Manual Rear Panel The rear panel of Call Center contains three ports: USB, Line, and Phone. USB Port The USB port is used to connect a computer to Call Center via USB cable. Line Port The Line port is used to connect Call Center to a wall phone line outlet or modem via phone cable. Phone Port The Phone port is used to connect Call Center to a telephone via phone cable. Techncal Support For troubleshooting issues, frequently asked questions, and technical support, go to: www.vosky.com 4 Actontec VoSKY Call Center User Manual Installng Skype Software 2 The first step in setting up Call Center is installing SkypeTM on the computer connected to Call Center. This chapter describes the Skype installation procedure in four parts: downloading and installing Skype, creating an account, adding contacts, and assigning speed-dial numbers. Downloadng and Installng Skype If Skype has already been installed on the computer, make sure it is the latest version. If it is, skip this section and go to "Assigning a Speed-Dial Number" on page 8. If not, install the latest version by following this procedure: 1. Open a Web browser and, in the address bar, enter:http:// www.skype.com/ 2. When the Skype Web page appears, click Download Skype. Download Skype 3. After downloading, double-click on the "SkypeSetup" icon. 5 Actontec VoSKY Call Center User Manual 4. In the window that appears, read the on-screen instructions, select a language, then click Next. 5. In the next window, read the license agreement, click in the circle next to "I accept the agreement," then click Next. 6 Actontec VoSKY Call Center User Manual 6. Select a location on the computer's hard drive to download the Skype software, then click Next. . In the next window, set up additional tasks, if needed, then click Next. Actontec VoSKY Call Center User Manual . Skype installs. Click Fnsh in the last window to complete the installation. The Skype software is installed on the computer. Go to the next section to create a Skype account. Creatng a Skype Account To create a Skype account: 1. After Skype installs, the "Create a new Skype account" window appears. Enter the required information (denoted by a red asterisk). Click Next. Actontec VoSKY Call Center User Manual 2. In the next window, enter additional information. Click Next. The Skype account is created. Go to the next section to add contacts to the account. Addng Contacts To add contacts to your Skype account: 1. Go to the main Skype account window and click Add Contact. 9 Actontec VoSKY Call Center User Manual 2. When the "Add a Contact" window appears, enter the name of another Skype user in the appropriate text box, then click Search. 3. Use your mouse to select the person you are looking for, then click Add Selected Contact. 10 Actontec VoSKY Call Center User Manual 4. A "say Hello! " window appears, then click OK. The contact has been added. To view the contact list, select the "Contact" tab from the main Skype window. To add assign a speed-dial number to a contact, go to the next section. Assgnng a Speed-Dal Number To assign a speed-dial number to a contact: 1. From the main Skype window, select the Contact tab, rightclick on a contact name, and in the menu that appears, select Set Speed-Dal. 11 Actontec VoSKY Call Center User Manual 2. In the next window, enter a speed-dial number, then click OK. 3. The speed-dial number is assigned to the contact. 4. Repeat to assign a speed-dial number to other contacts. After finishing with the installation and configuration of Skype, go to the next chapter ("Connecting Call Center Hardware") to continue setting up Call Center. 12 Actontec VoSKY Call Center User Manual Connectng Call Center Hardware 3 This chapter explains how to physically connect Call Center to a telephone and phone line. There are two basic ways to connect Call Center: Single-Line or Dual-Line. Caution: Make sure the Call Center is not connected to the computer until instructed to do so by Call Center's installation program (see chapter 4, "Installing Call Center Software"). Sngle-Lne Connecton When Call Center is in Single-Line mode, it can be used to make or receive Internet (computer-to-computer) phone calls using Skype only. It cannot make regular calls to regular (land-line or mobile) telephones while in Single-Line mode. Also, features such as Remote Internet Calling, Call Forwarding, Call Return, and Computer Answering Machine will not be available. To connect Call Center in Single-Line mode: 1. Get the phone cable from the telephone and insert one end in the "Phone" port on the rear panel of Call Center. 2. Connect the other end of the phone cable to the telephone. The components should be connected similarly to the figure below: Call Center is connected in Single-Line mode. Next, go to chapter 4, "Installing Call Center Software." 13 Actontec VoSKY Call Center User Manual Sngle-Lne Connecton wth Dal-Up Modem If the computer is connected to the Internet via dial-up modem with no other phone line in the home, Call Center can only be set up in Single-Line mode. To connect IPW in Single-Line mode with a dial-up modem: 1. Get the phone cable from the telephone and insert one end in the "Phone" port on the rear panel of Call Center. 2. Connect the other end of the phone cable to the telephone. 3. Optonal: To make and receive normal calls while the computer is powered down, use the supplied phone cable and insert one end of the cable in the "Line" port on the rear panel of Call Center. 4. Optonal: Insert the other end of the phone cable in the "Phone" port of the dial-up modem. The components should be connected similarly to the figure below: Call Center is connected in Single-Line mode. Next, go to chapter 4, "Installing Call Center Software." Dual-Lne Connecton When Call Center is set up in Dual-Line mode, it can make and receive both Internet (computer-to-computer) calls and regular (computer-to-land-line telephone or computer-to-mobile telephone) calls. Also, features such as Remote Internet Calling, Call Forwarding, Call Return, and Computer Answering Machine will be available. This procedure assumes the computer is connected to a cable modem. If the computer is connected to the Internet via DSL modem, see "Dual-Line Connection with DSL Modem" on page 16. 14 Actontec VoSKY Call Center User Manual To connect Call Center in Dual-Line mode: 1. Get the phone cable from the telephone and insert one end in the "Phone" port on the rear panel of Call Center. 2. Connect the other end of the phone cable to the telephone. 3. Using the supplied phone cable, insert one end in the "Line" port on the rear panel of Call Center. 4. Insert the other end of the supplied phone cable in a standard phone line outlet. The components should be connected similarly to the figure below: Call Center is connected in Dual-Line mode. Next, go to chapter 4, "Installing Call Center Software." 15 Actontec VoSKY Call Center User Manual Dual-Lne Connecton wth DSL Modem Since DSL modems are connected via phone line (like Call Center), there are two ways to connect Call Center when a DSL modem is present: Connecting to a Phone Line Splitter, and Connecting to a DSL Filter. Select the configuration matching the current computer/DSL set up, and follow the instructions. Connecting to a Phone Line Splitter If the telephone is connected to the phone line via a phone line splitter, follow this procedure to connect Call Center: 1. Use the supplied phone cable and insert it in the "Line" port of Call Center. 2. Insert the other end of the supplied phone cable in the microfilter. 3. Get the phone cable from the telephone and insert one end in the "Phone" port on the rear panel of Call Center. 4. Connect the other end of the phone cable to the telephone. The components should be connected similarly to the figure below: d Call Center is connected in Dual-Line mode. Next, go to chapter 4, "Installing Call Center Software." 16 Actontec VoSKY Call Center User Manual Connecting to a DSL Splitter If the telephone is connected to the phone line via a wall mount DSL filter, follow this procedure to connect Call Center: 1. Use the supplied phone cable and insert one end in the "Line" port of Call Center. 2. Insert the other end of the supplied phone cable in the "Phone" port of the DSL filter. 3. Get the phone cable from the telephone and insert one end in the "Phone" port on the rear panel of Call Center. 4. Connect the other end of the phone cable to the telephone. The components should be connected similarly to the figure below: Call Center is connected in Dual-Line mode. Next, go to chapter 4, "Installing Call Center Software." 1 Actontec VoSKY Call Center User Manual Installng Call Center Software After connecting Call Center hardware (see chapter 3), Call Center software must be installed on the computer. To install Call Center software: 1. Insert the Installation CD in the CD-ROM drive of the computer, then, from the first "InstallShield Wizard" window, click Next. 4 2. In the next window, read the license agreement and click in the circle next to "I accept the terms of the license agreement". Click Next. 1 Actontec VoSKY Call Center User Manual 3. When the next window appears, either click Change to select a custom location to install Call Center software, or clc ...