FAQ - General

Product Support Information

Question:
How do I install a new handset?
Answer:
Contact your Trainer/Account Manager who will advise you as to the best course of action. If you are unsure of who your Account Manager is or if you are new to Talking Technology, then please call +44 (0)20 8410 4400 and ask for advice, or e-mail support@talktech.co.uk
Question:
I cannot connect to certain phone numbers. If you are experiencing problems when dialling out, (e.g. engaged tone or dead air), please complete the following fault procedures:
Answer:
  • Prefix call with the lease cost routing override facility number 121 or 1280. (E.g. 121 020 8410 4400 or 1280 020 84104400). If problem still occurs contact BT Faults on 154. If calls are successfully connecting, this routes to a network fault. Please go to next point.
  • Make a note of 3 example numbers called, time and date, and outcome of the call.
  • Contact Talking Technology Maintenance Department or use the e-mail support option, with the failed call examples. They will in turn provide you with a fault reference number and will investigate further.
  • Use the 121-prefix facility for future calls until Talking Technology confirms that the network fault is rectified and normal service can resume.
Question:
We are using Talking Technology Network service and we are experiencing call leakage over the BT network.
Answer:
We would like to make you aware that the following may result in unnecessary call leakage over the BT Network: -

Unless otherwise advised, by not dialling the full STD code, i.e. 020 followed by you 8 figure telephone number. (E.g. 020 8410 4400).

All calls that are connected by the operator.(100)

By selecting an exchange line and not commencing to dial within a 6 second period.

Pre-fixing the number dialled with 141, in order to withhold your telephone number.

Overriding the least cost routing facility by prefixing number dialled with 121 or 1280.
Question:
Music On Hold - Customers have noticed that our music on hold cannot be heard.
Answer:
Check the following:

Has the external music source got power to it?

Is the music source playing?

Is there a CD/tape in the music source?

Is the volume on the source loud enough?

Is the music source physically connected to the phone system?

Remember, CD players will require the REPEAT feature activated.