ARRIS TG2472 Touchstone Wireless Telephony Gateway User Manual TG2472G NA Telephony Gateway User Guide

ARRIS Group, Inc. Touchstone Wireless Telephony Gateway TG2472G NA Telephony Gateway User Guide

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TG2472 User Manual HTML Version

Users Manual

Touchstone TG2472 Telephony

Gateway

User Guide

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Touchstone TG2472 Telephony Gateway User Guide

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ARRIS Copyrights and Trademarks

in any form or by any means or used to make any derivative work (such as translation,

transformation, or adaptation) without written permission from ARRIS Enterprises, Inc.

(“ARRIS”). ARRIS reserves the right to revise this publication and to make changes in content

from time to time without obligation on the part of ARRIS to provide notification of such revision

or change.

ARRIS and the ARRIS logo are all trademarks of ARRIS Enterprises, Inc. Other trademarks and

trade names may be used in this document to refer to either the entities claiming the marks and the

names of their products. ARRIS disclaims proprietary interest in the marks and names of others.

ARRIS provides this guide without warranty of any kind, implied or expressed, including, but not

limited to, the implied warranties of merchantability and fitness for a particular purpose. ARRIS

may make improvements or changes in the product(s) described in this manual at any time.

The capabilities, system requirements and/or compatibility with third-party products described

herein are subject to change without notice.

Patent Notice

Protected under one or more of the following U.S. patents: http://www.arrisi.com/legal

Other patents pending.

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Table of Contents

Chapter 1. Overview.............................................................................. 5

Introduction (Overview) .................................................................................. 5

Chapter 2. Safety Requirements ............................................................... 7

FCC Part 15 ................................................................................................. 8

RF Exposure .......................................................................................... 8

Industry Canada Compliance............................................................................. 9

For Mexico................................................................................................... 9

European Compliance ..................................................................................... 9

Chapter 3. Getting Started .....................................................................10

About Your New Telephony Gateway................................................................. 10

What's in the Box......................................................................................... 10

Items You Need........................................................................................... 10

Getting Service ........................................................................................... 12

System Requirements ................................................................................... 12

Recommended Hardware ........................................................................ 12

Windows ............................................................................................ 12

MacOS ............................................................................................... 12

Linux/other Unix .................................................................................. 13

About this Manual........................................................................................ 13

What about Security..................................................................................... 13

Ethernet or Wireless?.................................................................................... 14

Chapter 4. Battery Installation and Removal ...............................................16

Introduction (Battery Installation and Removal) ................................................... 16

Basic Battery Installation and Replacement ........................................................ 17

Extended Battery Installation and Replacement ................................................... 18

Chapter 5. Installing and Connecting your Telephony Gateway ........................21

Front Panel................................................................................................ 22

Rear Panel................................................................................................. 23

Selecting an Installation Location..................................................................... 23

Desktop Mounting Instructions.................................................................. 24

Factors Affecting Wireless Range .............................................................. 24

Connecting the Telephony Gateway.................................................................. 24

Configuring Your Wireless Connection ............................................................... 26

Accessing the Configuration Interface ........................................................ 26

Setting Parental Controls ............................................................................... 26

Finding the MAC Address of a Computer ...................................................... 27

Making Your Parental Control Settings ........................................................ 27

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Chapter 6. Configuring Your Ethernet Connection ........................................29

Requirements ............................................................................................. 29

How to use this Chapter ................................................................................ 29

TCP/IP Configuration for Windows XP................................................................ 29

TCP/IP Configuration for Windows Vista............................................................. 30

TCP/IP Configuration for Windows 7 or Windows 8 ................................................ 30

TCP/IP Configuration for MacOS X .................................................................... 31

Chapter 7. Using the Telephony Gateway...................................................32

Setting up Your Computer to Use the Telephony Gateway....................................... 32

Indicator Lights for the TG2472 ....................................................................... 32

Wiring Problems ................................................................................... 33

Patterns: Normal Operation (LAN and Telephone).......................................... 33

Patterns: Normal Operation (WAN and Battery)............................................. 33

Patterns: Startup Sequence ..................................................................... 34

Using the Reset Button........................................................................... 35

Resetting the Router to Factory Defaults .................................................... 36

Booting from Battery ............................................................................. 36

Chapter 8. Troubleshooting ....................................................................37

The Telephony Gateway is plugged in, but the Power light is Off .............................. 37

I'm not getting on the Internet (all connections) .................................................. 37

I'm not getting on the Internet (Ethernet) .......................................................... 37

I'm not getting on the Internet (Wireless) ........................................................... 37

My wireless Internet connection stops working sometimes ...................................... 38

I can get on the Internet, but everything is slow .................................................. 38

I don't have a dial tone when I pick up the phone - why? ........................................ 38

Chapter 9. Glossary ..............................................................................40

Chapter 10. ARRIS Contacts...................................................................... 43

Before You Call ARRIS Support......................................................................... 43

By Telephone ............................................................................................. 43

By Email ................................................................................................... 45

Ask ARRIS Customer Portal ............................................................................. 47

Global Knowledge Services and Training ............................................................ 47

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Chapter 1

Overview

Introduction (Overview)

Get ready to experience the Internet’s express lane! Whether you’re checking out streaming media,

downloading new software, checking your email, or talking with friends on the phone, the

Touchstone TG2472 Telephony Gateway brings it all to you faster and more reliably. All while

providing toll quality Voice over IP telephone service and both wired and wireless connectivity. It

also provides a Lithium-Ion battery backup to provide continued telephone service during power

outages.

The Touchstone TG2472 Telephony Gateway provides four Ethernet connections for use as the hub

of your home/office Local Area Network (LAN). The TG2472 also provides 802.11a/b/g/n/ac

wireless connectivity for enhanced mobility and versatility. In addition, the TG2472 provides for up

to two separate lines of telephone service.

The Telephony Gateway also offers integrated MoCA 2.0 home networking providing Internet access

and transfer of multimedia content between devices over coaxial cable in the home.

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Chapter 1: Overview

Installation is simple and your cable company will provide assistance to you for any special

requirements.

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Chapter 2

Safety Requirements

The ARRIS Telephony Gateway complies with the applicable requirements for performance,

construction, labeling, and information when used as outlined below:

CAUTION

Potential equipment damage

Potential loss of service

Connecting the Telephony Gateway to existing telephone wiring should only be performed by a

professional installer. Physical connections to the previous telephone provider must be removed and

the wiring must be checked; there must not be any voltages. Cancelation of telephone service is not

adequate. Failure to do so may result in loss of service and/or permanent damage to the Telephony

Gateway.

CAUTION

Risk of shock

Mains voltages inside this unit. No user serviceable parts inside. Refer service to qualified personnel

only!

CAUTION

Risk of explosion

Replacing the battery with an incorrect type, heating a battery above 75°C, or incinerating a battery,

can cause product failure and a risk of fire or battery explosion. Do not dispose of in fire. Recycle or

dispose of used batteries responsibly and in accordance with local ordinances.

The Telephony Gateway is designed to be connected directly to a telephone.

Connecting the Telephony Gateway to the home’s existing telephone wiring should only be

performed by a professional installer.

Do not use product near water (i.e. wet basement, bathtub, sink or near a swimming pool, etc.),

to avoid risk of electrocution.

Do not use the telephone to report a gas leak in the vicinity of the leak.

The product shall be cleaned using only a damp, lint-free, cloth. No solvents or cleaning agents

shall be used.

Do not use spray cleaners or aerosols on the gateway.

Avoid using and/or connecting the equipment during an electrical storm, to avoid risk of

electrocution.

Do not locate the equipment within 6 feet (1.9 m) of a flame or ignition source (i.e. heat registers,

space heaters, fireplaces, etc.).

Use only power supply and power cord included with the equipment.

Equipment should be installed near the power outlet and should be easily -accessible.

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Chapter 2: Safety Requirements

 The shield of the coaxial cable must be connected to earth (grounded) at the entrance to the

building in accordance with applicable national electrical installation codes. In the U.S., this is

required by NFPA 70 (National Electrical Code) Article 820. In the European Union and in

certain other countries, CATV installation equipotential bonding requirements are specified in

IEC 60728-11, Cable networks for television signals, sound signals and interactive services,

Part 11: Safety. This equipment is intended to be installed in accordance with the requirements

of IEC 60728-11 for safe operation.

 If the equipment is to be installed in an area serviced by an IT power line network, as is found in

many areas of Norway, special attention should be given that the installation is in accordance

with IEC 60728-11, in particular Annex B and Figure B.4.

 In areas of high surge events or poor grounding situations and areas prone to lightning strikes,

additional surge protection may be required (i.e. PF11VNT3 from American Power Conversion)

on the AC, RF, Ethernet and Phone lines.

 When the Telephony Gateway is connected to a local computer through Ethernet cables, the

computer must be properly grounded to the building/residence AC ground network. All plug-in

cards within the computer must be properly installed and grounded to the computer frame per

the manufacturer’s specifications.

 Ensure proper ventilation. Position the Telephony Gateway so that air flows freely around it and

the ventilation holes on the unit are not blocked.

 Do not mount the Telephony Gateway on surfaces that are sensitive to heat and/or which may be

damaged by the heat generated by the modem, its power supply, or other accessories.

FCC Part 15

This equipment has been tested and found to comply with the requirements for a Class B digital

device under Part 15 of the Federal Communications Commission (FCC) rules. These requirements

are intended to provide reasonable protection against harmful interference in a residential

installation. This equipment generates, uses and can radiate radio frequency energy and, if not

installed and used in accordance with the instructions, may cause harmful interference to radio

communications. However, there is no guarantee that interference will not occur in a particular

installation. If this equipment does cause harmful interference to radio or television reception, which

can be determined by turning the equipment off and on, the user is encouraged to try to correct the

interference by one or more of the following measures:

 Reorient or relocate the receiving antenna.

 Increase the separation between the equipment and receiver.

 Connect the equipment into an outlet on a circuit different from that to which the receiver is

connected.

 Consult the dealer or an experienced radio/TV technician for help.

WARNING

Changes or modifications to this equipment not expressly approved by the party responsible for

compliance could void the user’s authority to operate the equipment.

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This device complies with part 15 of the FCC Rules. Operation is subject to the following two conditions:

(1) This device may not cause harmful interference, and (2) this device must accept any interference received,

including interference that may cause undesired operations.

Chapter 2: Safety Requirements

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RF Exposure

This equipment complies with FCC radiation exposure limits set forth for an uncontrolled

environment. This equipment should be installed and operated with minimum distance of 7.9 inches

(20cm) between the radiator and your body. This transmitter must not be co-located or operating in

conjunction with any other antenna or transmitter.

Industry Canada Compliance

Under Industry Canada regulations, this radio transmitter may only operate using an antenna of a

type and maximum (or lesser) gain approved for the transmitter by Industry Canada. To reduce

potential radio interference to other users, the antenna type and its gain should be so chosen that the

equivalent isotropically radiated power (e.i.r.p.) is not more than that necessary for successful

communication.

This device complies with Industry Canada license-exempt RSS standard(s). Operation is subject to

the following two conditions: (1) this device may not cause interference, and (2) this device must

accept any interference, including interference that may cause undesired operation of the device.

This equipment complies with IC RSS-102 radiation exposure limit set forth for an uncontrolled environment.

This equipment should be installed and operated with minimum distance 20cm between the radiator and your

body.

Conformément à la réglementation d'Industrie Canada, le présent émetteur radio peut fonctionner avec une

antenne d'un type et d'un gain maximal (ou inférieur) approuvé pour l'émetteur par Industrie Canada. Dans le but

de réduire les risques de brouillage radioélectrique à l'intention des autres utilisateurs, il faut choisir le

type d'antenne et son gain de sorte que la puissance isotrope rayonnée équivalente (p.i.r.e.) ne dépasse

pas l'intensité nécessaire à l'établissement d'une communication satisfaisante.

Le présent appareil est conforme aux CNR d'Industrie Canada applicables aux appareils radio exempts de licence.

L'exploitation est autorisée aux deux conditions suivantes : (1) l'appareil nedoit pas produire de brouillage, et

(2) l'utilisateur de l'appareil doit accepter tout brouillage radioélectrique subi, même si le brouillage est

susceptible d'en compromettre le fonctionnement."

Déclaration d’exposition à la radiation : Cet équipement respecte les limites d’exposition aux rayonnements

IC définies pour un environnement non contrôlé. Cet équipement doit être installé et mis en marche à une distance

minimale de 20 cm qui sépare l’élément rayonnant de votre corps.L’émetteur ne doit ni être utilisé avec une autre

antenne ou un autre émetteur ni se trouver à leur proximité.

For Mexico

The operation of this equipment is subject to the following two conditions: (1) This equipment or

device cannot cause harmful interference and (2) this equipment or device must accept any

interference, including interference that may cause some unwanted operation of the equipment.

European Compliance

This product complies with the provisions of the Electromagnetic Compatibility (EMC) Directive

(89/336/EEC), the Amending Directive (92/31/EEC), the Low Voltage Directive (73/23/EEC), and

the CE Marking Directive (93/68/EEC). As such, this product bears the CE marking in accordance

with the above applicable Directive(s).

Chapter 2: Safety Requirements

A copy of the Declaration of Conformity may be obtained from: ARRIS International, Inc., 3871

Lakefield Drive, Suite 300, Suwanee, GA 30024.

As indicated by this symbol, disposal of this product or battery is governed by

Directive 2002/96/EC of the European Parliament and of the Council on

waste electrical and electronic equipment (WEEE). WEEE could potentially

prove harmful to the environment; as such, upon disposal of the Telephony

Gateway the Directive requires that this product must not be disposed as

unsorted municipal waste, but rather collected separately and disposed of in

accordance with local WEEE ordinances.

This product complies with directive 2002/95/EC of the European Parliament

and of the Council of 27 January 2003 on the restriction of the use of certain

hazardous substances (RoHS) in electrical and electronic equipment.

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Chapter 3

Getting Started

About Your New Telephony Gateway

The Touchstone TG2472 Telephony Gateway is DOCSIS compliant with the following features:

 Speed: much faster than dialup or ISDN service; up to eight times faster than DOCSIS 2.0 cable

modems.

 Convenience: supports Ethernet and 802.11a/b/g/n/ac wireless connections; both can be used

simultaneously

 Flexibility: provides two independent lines of telephone service as well as high speed data

 Compatibility:

x Data services: DOCSIS 3.0 compliant and backward-compatible with DOCSIS 2.0 or 1.1;

supports tiered data services (if offered by your cable -company)

x Telephony services:PacketCable™ 2.0 compliant

The TG2472 provides:

 Wireless 802.11a/b/g/n/ac connectivity

 Four Ethernet ports for connections to non-wireless devices

 Up to two lines of telephone service

 Integrated MoCA 2.0 home networking

 DOCSIS 3.0 compliant with Li-Ion backup battery

 One USB host port (future support for external USB devices)

What's in the Box

Make sure you have the following items before proceeding. Call your cable company for assistance if

anything is missing.

 Telephony Gateway

 Power Cord

 Battery (not included with all models)

 Wireless Connection Configuration Guide

 Ethernet Cable

 End User License Agreement

Items You Need

If you are installing the Telephony Gateway yourself, make sure you have the following items on

hand before continuing:

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Chapter 3: Getting Started

 Telephony Gateway package: see What’s in the Box? (page 10) for a list of items in the

package.

 Coaxial cable (coax): This is a round cable with a connector on each end. It is the same kind

of wire used to connect to your television for cable TV. You can buy coax from any electronics

retailer and many discount stores; make sure it has connectors on both ends. There are two types

of connectors, slip-on and screw-on; the screw-on connectors are best for use with your

Telephony Gateway. The coax should be long enough to reach from your Telephony Gateway to

the nearest cable outlet.

 Phone Cable: This is a standard phone cable with standard phone connectors (RJ11 type) on

both ends. You can buy phone cables from any electronics retailer and many discount stores.

 Splitter (optional): provides an extra cable connection by splitting a single outlet into two.

You may need a splitter if you have a TV already connected to the cable outlet that you want to

use. You can buy a splitter from any electronics retailer and most discount stores; you may also

need a short piece of coax cable (with connectors); use it to connect the splitter to the cable

outlet and then connect the Telephony Gateway and TV to the splitter.

Note: A splitter effectively cuts the signal in half and sends each half to its two outputs.

Using several splitters in a line may deteriorate the quality of your television, telephone, and/or

internet connection.

 Information packet: your cable company should furnish you with a packet containing

information about your service and how to set it up. Read this information carefully and contact

your cable company if you have any questions.

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Chapter 3: Getting Started

Getting Service

Before trying to use your new Telephony Gateway, contact your local cable company to establish an

Internet account and telephone service. When you call, have the following information ready:

 the Telephony Gateway serial number and cable MAC addresses of the unit (printed on the

Telephony Gateway)

 the model number of the Telephony Gateway (printed on the Telephony Gateway)

If the Telephony Gateway was provided by your cable company, they already have the required

information.

In addition, you should ask your cable company the following questions:

 Do you have any special system requirements or files that I need to download after I am

connected?

 When can I start using my Telephony Gateway?

 Do I need a user ID or password to access the Internet or my e-mail?

 Will my phone number(s) change?

 What new calling features will I have and how do I use them?

System Requirements

The Touchstone Telephony Gateway operates with most computers. The following describes

requirements for each operating system; see the documentation for your system for details on

enabling and configuring networking.

To use the Telephony Gateway, you need DOCSIS high-speed Internet service from your cable

company. Telephone service requires that the cable company has PacketCable support.

Recommended Hardware

The following hardware configuration is recommended. Computers not meeting this configuration

can still work with the TG2472, but may not be able to make maximum use of TG2472 throughput.

 CPU: P4, 3GHz or faster

 RAM: 1GB or greater

 Hard drive: 7200 RPM or faster

 Ethernet: Gig-E (1000BaseT)

Windows

Windows XP , Windows Vista, Windows 7, or Windows 8. A supported Ethernet or wireless LAN

connection must be available.

MacOS

System 7.5 to MacOS 9.2 (Open Transport recommended) or MacOS X. A supported Ethernet or

wireless LAN connection must be available.

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Chapter 3: Getting Started

Linux/other Unix

Hardware drivers, TCP/IP, and DHCP must be enabled in the kernel. A supported Ethernet or

wireless LAN connection must be available.

About this Manual

This manual covers the Touchstone TG2472 Telephony Gateway. The model number is on the label

affixed to the Telephony Gateway.

1. Model Number

2. Security Label

What about Security

Having a high-speed, always-on connection to the Internet requires a certain amount of

responsibility to other Internet users—including the need to maintain a reasonably secure system.

While no system is 100% secure, you can use the following tips to enhance your system’s security:

 Keep the operating system of your computer updated with the latest security patches. Run the

system update utility at least weekly.

 Keep your email program updated with the latest security patches. In addition, avoid opening

email containing attachments, or opening files sent through chat rooms, whenever possible.

 Install a virus checker and keep it updated.

 Avoid providing web or file-sharing services over your Telephony Gateway. Besides certain

vulnerability problems, most cable companies prohibit running servers on consumer-level

accounts and may suspend your account for violating your terms of service.

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Chapter 3: Getting Started

 Use the cable company’s mail servers for sending email.

 Avoid using proxy software unless you are certain that it is not open for abuse by other Internet

users (some are shipped open by default). Criminals can take advantage of open proxies to hide

their identity when breaking into other computers or sending spam. If you have an open proxy,

your cable company may suspend your account to protect the rest of the network.

 The TG2472 ships with wireless LAN security set by default (for the same reasons that you

should run only secured proxies). See the security label on your product for the factory security

settings. If you need to modify the default wireless security settings, see Configuring Your

Wireless Connection.

Ethernet or Wireless?

There are two ways to connect your computer (or other equipment) to the Telephony Gateway. The

following will help you decide which is best for you:

Ethernet

Ethernet is a standard method of connecting two or more computers into a Local Area Network

(LAN). You can use the Ethernet connection if your computer has built-in Ethernet hardware.

Note: To connect more than four computers to the TG2472 through the Ethernet ports, you

need an Ethernet hub (available at computer retailers).

The Telephony Gateway package comes with one 4-foot (1.2m) Ethernet cable (the connectors look

like wide telephone connectors); you can purchase more cables if necessary at a computer retailer. If

you are connecting the Telephony Gateway directly to a computer, or to an Ethernet hub with a

cross-over switch, ask for Category 5e (CAT5e) straight-through cable. CAT5e cable is required for

gigabit Ethernet (Gig-E), not regular CAT5 cable.

Wireless

Wireless access lets you connect additional (wireless-capable) devices to Telephony Gateway. The

802.11 wireless LAN standard allows one or more computers to access the TG2472 using a wireless

(radio) signal. These connections are in addition to the connections supported via Ethernet.

Note: You can use the wireless connection if your computer has a built-in or aftermarket

plug-in wireless adapter. To learn more about which wireless hardware works best with your

computer, see your computer dealer.

Both

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Chapter 3: Getting Started

If you have two or more computers, you can use Ethernet for up to four devices and wireless for the

others. To connect five or more computers to the Ethernet ports, you will need an Ethernet hub

(available at computer retailers.)

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Chapter 4

Battery Installation and Removal

Introduction (Battery Installation and Removal)

The TG2472 Telephony Gateway supports a Lithium-Ion backup battery to provide continued

telephone service during power outages. The battery backup is not intended to take the place of AC

power.

Note: For safety and regulatory purposes, batteries are shipped outside of the Telephony

Gateway and must be installed.

The TG2472 supports the following battery models:

 Basic backup battery: provides up to 4 hours of backup time, depending on your Telephony

Gateway model and usage. It may be light gray or black.

Basic Backup Battery (Gray)

Basic Backup Battery (Black)

Refer to Basic Battery Installation and Replacement (page 17).

 Extended backup battery: provides up to 8 hours of backup time, depending on model and

usage. It has a strap between the battery guides. This is the standard battery for the TG2472.

Extended Backup Battery

Refer to Extended Battery Installation and Replacement (page 18).

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Chapter 4: Battery Installation and Removal

Your cable company may include a backup battery with your Telephony Gateway. You can order any

of the batteries shown here at http://www.arrismodemsite.com.

Basic Battery Installation and Replacement

This model of the Telephony Gateway has the ability to provide continued telephone service during

power outages. The battery backup is not intended to take the place of AC power.

Use this procedure to install and to replace the backup battery.

1. Press down and pull back on the latch holding the battery door (on the bottom of the Telephony

Gateway). Pull the door toward you. Set the door aside in a safe place.

1 - Latch End

CAUTION

Risk of equipment damage

Improperly inserting the battery may damage the battery connector in the Telephony

Gateway. Carefully follow the instructions in the next step to avoid damage.

2. Hold the battery pack so that the guides on the battery align with the slots on the Telephony

Gateway and slide the battery into the bay.

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IONON

quipment damageuipment dam

erly erly

inserting the battery minserting the ba

way. Carefully follow the iway. Carefully follow the

attery pack so that attery pack so th

slide the batteslide the batt

Chapter 4: Battery Installation and Removal

1 - Battery Slots

2 - Battery Guides

Note: Batteries will not insert completely into the Telephony Gateway if not oriented

correctly. The battery should slide into the bay without significant force. Line up the guides on

the battery with the slots in the battery bay.

3. Push the battery pack into the bay until it seats into place. If you are taking the battery out

of the Telephony Gateway, position your finger in the battery opening area and use

leverage to dislodge the battery while pulling it straight back.

Note: The Telephony Gateway will not begin operating until you apply AC power.

4. Replace the door. To do so, place the hinge tabs of the battery door into the receiver slots inside

the Telephony Gateway battery compartment on the opposite end of the battery opening. Rotate

the door toward the unit until the latch snaps back into place.

1 - Battery Compartment

2 - Receiver Slot

3 - Hinge Tab

Note: Telephony Gateways use a Lithium-Ion battery pack. Please recycle or dispose of the

battery responsibly and in accordance with local ordinances.

Extended Battery Installation and Replacement

This model of the Telephony Gateway has the ability to provide continued telephone service during

power outages. The battery backup is not intended to take the place of AC power.

Use this procedure to install or replace the backup battery.

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ry Compartment

er Sloter Slo

lace.lace

Chapter 4: Battery Installation and Removal

1. Press down and pull back on the latch holding the battery door (on the bottom of the Telephony

Gateway). Pull the door toward you. Set the door aside in a safe place.

1 - Latch End

CAUTION

Risk of equipment damage

Improperly inserting the battery may damage the battery connector in the Telephony

Gateway. Carefully follow the instructions in the next step to avoid damage.

2. Hold the battery pack so that the guides on the battery align with the slots on the Telephony

Gateway and slide the battery into the bay.

1 - Battery Slots

2 - Battery Guides

3 - Battery Pull Strap

Note: Batteries will not insert completely into the Telephony Gateway if not oriented

correctly. The battery should slide into the bay without significant force. Line up the slots in the

battery bay with the guides on the battery and apply even pressure on both ends of the battery.

3. Push the battery pack into the bay until it latches into place. If you are taking the battery

out of the Telephony Gateway, use the battery pull strap to dislodge the battery.

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damage the battery conndamage the battery conn

ructions in the next step tons in the n

guides on the battery aliguides on the battery

into the bay.the bay.

Chapter 4: Battery Installation and Removal

Note: The Telephony Gateway will not begin operating until you apply AC power.

4. Replace the door. To do so, place the tabs of the battery door into the slot inside the Telephony

Gateway battery compartment. Rotate the door toward the front of the Telephony Gateway until

the latch snaps back into place.

1 - Battery Compartment

2 - Receiver Slot

3 - Hinge Tab

Note: Telephony Gateways use a Lithium-Ion battery pack. Please recycle or dispose of the

battery responsibly and in accordance with local ordinances.

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ways useways u

a LithiumLithium

Ion bb

accordance with local ordaccordance with loc

Chapter 5

Installing and Connecting your Telephony Gateway

Before you start, make sure that:

 You have contacted your cable company and verified that they provide data and telephone

service using standard DOCSIS technology.

 You have all the items you need.

 Cable, phone, and power outlets are available near the computer. If a cable outlet is not

conveniently located, your cable company can install a new one.

If you have ordered service, your cable company should configure the Telephony Gateway

automatically. You need only follow the instructions in this section to install and connect the

Telephony Gateway.

CAUTION

Risk of equipment damage

Only qualified installation technicians should connect the Telephony Gateway to house wiring.

Incumbent telephone service must be physically disconnected at the outside interface box before

making any connections.

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ectionectio

d connect the Telephony Gconnect the Telephony G

sically disconnected at they disconne

Chapter 5: Installing and Connecting your Telephony Gateway

Front Panel

The front of the Telephony Gateway has the following indicators.

1. WPS Button/LED: begins associating the Telephony Gateway with a wireless device. LED

indicates Wireless Protected Setup (WPS) is active.

2. Power: indicates whether AC power is available to the unit.

3. US/DS: indicates upstream/downstream connectivity.

4. Online: indicates internet data transmission status.

5. 2.4 GHz: indicates the status of the 2.4 GHz wireless LAN.

6. 5 GHz: indicates the status of the 5 GHz wireless LAN.

7. Tel 1: indicates the status of telephone line 1.

8. Tel 2: indicates the status of telephone line 2.

9. Battery: indicates the battery status.

10. MoCA: indicates connectivity between the Telephony Gateway and other home devices

connected via the MoCA network.

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on/LED:on/LED:

begins associatbegins ass

Wireless Protected SetupWireless Protected Setu

dicates whether ACdicates whether

tes upstretes upstre

Chapter 5: Installing and Connecting your Telephony Gateway

Rear Panel

The rear of the Telephony Gateway has the following connectors and controls.

1. Reset button: resets the Telephony Gateway as if you power cycled the unit. Use a pointed

non-metallic object to press this button.

2. USB: USB host connector - future support for external USB devices

3. Tel 1: connector for the first phone line.

4. Tel 2: connector for the second phone line.

5. Ethernet (1 - 4): connectors for use with a computer LAN port.

6. Cable: connector for the coaxial cable.

7. Power: connector for the power cord.

Selecting an Installation Location

There are a number of factors to consider when choosing a location to install your Telephony

Gateway:

 Is an AC outlet available nearby? For best results, the outlet should not be switched and should

be close enough to the Telephony Gateway that extension cords are not required.

 Is a cable jack available? For best performance, keep the number of splitters between the jack

and cable drop to a minimum. Each splitter attenuates (reduces) the signal available to the

Telephony Gateway. A large number of splitters can slow down the Internet connection and even

affect your telephone service.

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ets the Telephony Gatewaets the Telephony Gatew

ect to press this button.o press this button.

host connector host connector

- -

future sufutu

onnector for the first pho

ector for the secector for the se

concon

Chapter 5: Installing and Connecting your Telephony Gateway

 Can you easily run cables between the Telephony Gateway’s location and the phones?

 If you are connecting devices to the Ethernet ports, can you easily run cables between the

Telephony Gateway’s location and those devices?

 If you want to install the Telephony Gateway on a desktop, is there enough space on either side

to keep the vents clear? Blocking the vents may cause overheating.

 How close are your wireless devices? The Telephony Gateway wireless connection range is

typically 100–200 feet (30m–65m). A number of factors can affect connection range, as

described below.

Desktop Mounting Instructions

Position the Telephony Gateway so that:

 air flows freely around it

 the back faces the nearest wall

 it will not fall to the floor if bumped or moved

 the ventilation holes on the sides of the unit are not blocked

Factors Affecting Wireless Range

A number of factors can affect the usable range for wireless connections.

Increases range  Raising the unit above the devices (for example, installing the

Telephony Gateway in the upper floor of a multi-story dwelling)

 Adding a wireless extender to the network

Decreases range  Lowering the unit below the devices (for example, installing the

Telephony Gateway in a basement)

 Metal or concrete walls between the Telephony Gateway and other

devices

 Large metal appliances, aquariums, or metal cabinets between the

Telephony Gateway and other devices

 Interference and RF noise (2.4 GHz wireless phones, microwave

ovens, or other wireless networks)

Note: Note that decreasing the range of your wireless network may be beneficial, as long as

the decreased range is sufficient for your needs. By limiting your network’s range, you reduce

interference with other networks and make it harder for unwanted users to find and connect to your

network.

Note: Setting the transmit power level to High increases the range. Setting it to Medium or

Low decreases the range proportionately.

Connecting the Telephony Gateway

WARNING

Risk of injury or equipment damage

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DRA

ring the unit below the dering the unit below

ephony Gateway in a baseephony Gateway in a

Metal or concrete walls beetal or concrete walls b

devicesvices



Large metal appliancLarge metal

Telephony GatewaTelephony Ga



Interference anrference an

ovens, or oth, or

RAFT

ot blockedt blocked

range for wireless connecfor wirele

it above the devices (for eabove the devices (f

Gateway in the upper floorway in the upper floo

wireless extender to the nextender to the

tdtd

Chapter 5: Installing and Connecting your Telephony Gateway

Connecting the Telephony Gateway to the home’s existing telephone wiring should only be

performed by a professional installer. Physical connections to the previous telephone provider must

be removed and the wiring must be checked; there must not be any voltage. Cancelation of telephone

service is not adequate. Failure to do so may result in loss of service and/or permanent damage to

the Telephony Gateway.

1. Connect one end of the coax cable to the cable outlet or splitter, and the other end to the

Telephony Gateway’s Cable connector (6). Tighten the connections by hand, then tighten an

additional 1/8 turn with a wrench.

Note: For best performance, use high-quality coax cable and minimize or eliminate

splitters between the cable jack and the Telephony Gateway. If you are using MoCA for your

home network, MoCA filters must be installed on any legacy client devices. Your cable company

will install these filters for you.

2. Insert the plug from the power cord into the Power connector on the back of the Telephony

Gateway (7) and insert the power cord into a convenient AC outlet.

The Power light on the front of the Telephony Gateway lights up, then flashes once (refer to the

LED tables shown in Using the Telephony Gateway). See Troubleshooting (page 37) if the Power

light does not turn on.

3. Connect one end of the Ethernet cable to any Ethernet port on the back of the Telephony

Gateway, (5) and the other end to the Ethernet port on a computer, hub, or broadband router.

Note: If you are connecting to a computer, use the Ethernet cable included in the

Telephony Gateway package.

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ne end of tne end of t

he coax cable the coax cabl

ny Gateway’s Cable conn

1/8 turn with a wre1/8 turn with a w

bestbest

Chapter 5: Installing and Connecting your Telephony Gateway

4. Connect one end of the telephone cable to the telephone port on the back of the Telephony

Gateway (3 or 4). Connect the other end to the telephone.

Configuring Your Wireless Connection

The TG2472 ships with wireless LAN security set by default. See the security label on your product

for the factory security settings.

Note: You must set up your computer and other client devices to work with the security

settings on the TG2472. Refer to the documentation for your client device for instructions on setting

security. On most computer systems you only need to select the network name (SSID) device and

enter the encryption key. If your computer or client device supports Wi-Fi Alliance WPS (Wireless

Protected Setup), activate WPS on your computer or client device and the TG2472 simultaneously to

easily set up your system security.

If you need to modify the Telephony Gateway’s default wireless security settings, or if you want to

configure any other wireless LAN settings, refer to the following instructions.

Accessing the Configuration Interface

Follow these steps to access the configuration interface. You should have already set up the TG2472

as described in Installing and Connecting Your Telephony Gateway (page 21).

1. If security has been properly set up on your computer to access the wireless LAN on the TG2472,

use the connection utility for your operating system to connect to the wireless LAN using its

network name (SSID), as shown on the security label.

2. If you cannot access the wireless LAN, you must first establish a wired Ethernet connection

between your computer and the TG2472.

3. In your web browser, open the page http://192.168.0.1/ to access the wireless router setup.

The Login screen displays.

Note: The default user name is “admin”. The default password is “password”, in lower

case letters.

4. Enter the user name and password and click the Apply button to log in.

The System Basic Setup screen displays.

5. Use the online help information to set configuration parameters as required.

Note: Most configuration parameters that you may want to set can be accessed on the

System Basic Setup screen, including the security mode and setting a system password.

Setting Parental Controls

The Parental Control feature allows you to block specified keywords and web sites from being

accessed and also to specify trusted computers in the network. Trusted computers are not affected by

the parental control settings.

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ess secuess se

lowing instrulowin

interface. You should hainterface. You should ha

Your Telephony GatewayTelephony

p on your computer to acp on your computer

our operating system to coperating system to

own on the security labelthe security labe

e wireless LAN, you muste wireless LAN, you

uter and the TG2472.uter and the TG2472.

owser, open the page httpwser, open the page http

screen displays.screen display

e:e:

The default The default

usu

Chapter 5: Installing and Connecting your Telephony Gateway

Finding the MAC Address of a Computer

In order to set up trusted computers you must first determine the MAC address of those computers.

Use the operating system of your computer to find its MAC address, as follows:

Windows: from the Start menu, find and select the Control Panel. Double-click Network Connections

(Windows XP), or Network & Sharing Center (Windows Vista or Windows 7). Then double-click either

“Wireless Network Connection” for a wireless connection, or “Local Area Connection” for an

Ethernet connection. Next click the Details button (Windows Vista or Windows 7), or click the

Support tab and then the Details button (Windows XP). The “Physical Address” line shows the MAC

address.

MacOS X: open System Preferences and click the Network icon. To find the Ethernet MAC address,

select Built-in Ethernet from the Show drop-down, then click the Ethernet tab. The “Ethernet ID” field

shows the MAC address. To find the wireless MAC address, select Airport from the Show drop-down,

then click the Airport tab. The “Airport ID” field shows the MAC address.

Linux: open a shell window and type /sbin/ifconfig (and press Enter). The wireless interface is

eth1 (unless there is no Ethernet adapter, in which case the interface is eth0).

Making Your Parental Control Settings

Follow these steps to set up your Parental Controls:

1. Access and log into the wireless configuration interface as explained in Accessing the

Configuration Interface (page 26).

2. Click the Firewall tab and then click Parental Controls in the side menu to display the Parental

Controls screen.

3. Check the Enable Parental Controls checkbox and click the Apply button.

4. Configure any or all of the following parental controls:

Trusted MAC Addresses:

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nd presnd pr

he interface ihe inte

ntrols:trols

guration interface as expn interf

click

Parental ControlsParental Controls

in tin t

ntal Controlsntal Controls

checkbox andcheckbox

Chapter 5: Installing and Connecting your Telephony Gateway

Enter the MAC addresses of any “trusted” computers on the network and click the Apply button.

You can add two trusted computers. Once added, these trusted computers will not be affected by

the parental control settings. For example, you may want the computers of the father and

mother to be trusted, while the childrens’ computers have parental controls in effect.

Note: Refer to the Finding the MAC Address of a Computer (page 27) for information on

determining the MAC address of your computer.

Keyword and Web Site Filtering:

You can add a list of keywords and web sites that you want to block. To add a keyword or web site

to the list, click the respective Add button. To delete a keyword or web site from the list, first click

its check box and then click the Delete button.

Add Keyword Filter Dialog Box

Add Web Site Filter Dialog Box

Adding a Keyword or Web Site Filter

a. Enter the keyword in the Keyword field or web site URL address in the Web Site field.

b. Click the checkboxes for the days you want access blocked, or click the All Week checkbox

for all week.

c. Set the start time and end time during the specified days (24-hour clock). (0:00 until 0:00

indicates all day, or just click the All Day checkbox.)

d. Click the Add Keyword Filter or Add Web Site Filter button respectively. Then click the Apply

button.

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Box

Chapter 6

Configuring Your Ethernet Connection

If your computer is equipped with a LAN card providing an Ethernet connection, you may have to

configure your computer’s TCP/IP settings. The steps that follow will guide you through setting your

computer’s TCP/IP settings to work with the Telephony Gateway.

Requirements

Make sure you have the following before attempting to configure your Ethernet connection:

 Computer with Ethernet interface

 Ethernet cable (supplied)

 IP address, subnet, gateway, and DNS information for installations not using DHCP

How to use this Chapter

The following list shows the procedures for modifying the TCP/IP settings on the computer. The

procedure is slightly different depending on the operating system that you are using. Please ensure

you are using the correct steps for the operating system on your computer. Follow the links below for

instructions to configure your Ethernet connection on your operating system.

 TCP/IP Configuration for Windows XP (page 29)

 TCP/IP Configuration for Windows Vista (page 30)

 TCP/IP Configuration for Windows 7 and Windows 8 (page 30)

 TCP/IP Configuration for MacOS X (page 31)

TCP/IP Configuration for Windows XP

Follow these steps to configure the Ethernet interface on a Windows XP operating system.

TCP/IPv6 Note: This procedure shows the configuration of TCP/IPv4. TCP/IPv6 is not

installed or enabled by default in Windows XP. If your cable provider requires TCP/IPv6 you must

first install and enable it on your Windows XP system. Refer to Microsoft support materials on

Windows XP for installation instructions. Once installed and enabled, follow this same configuration

example, but select TCP/IPv6 at the appropriate step.

1. From the computer, select Start > Settings > Control Panel and double-click Network Connections in

the Control Panel.

The Network Connection window displays a list of LAN connections and associated network

adapters.

2. Double-click the local area connection to be used for your device’s network connection.

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n for installations no

for installa

for modifying the TCP/IPfor modifying t

ding on the operating systng on the operating

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Chapter 6: Configuring Your Ethernet Connection

The Local Area Connection Status widow displays.

3. Click Properties.

4. Select TCP/IP by clicking it one time. Then click Properties.

5. Click the General tab. Then click Obtain an IP address automatically and click OK.

6. Click OK to accept the new settings, and OK again to close the Properties window.

7. You may have to restart your computer in order for your computer to obtain a new IP address

from the network.

TCP/IP Configuration for Windows Vista

Follow these steps to configure the Ethernet interface on a Windows Vista operating system.

1. Open the Vista Control Panel.

2. Double-click Network and Sharing Center to display the Network and Sharing Center Window.

3. Click Manage network connections. If prompted for a connection, choose Local Area Connection.

The Network Connections window displays.

4. Double-click the Local Area Connection to open the Properties window:

Note: If Windows requests permission to continue, click Continue.

5. Double-click Internet Protocol Version 4 (TCP/IPv4) to configure TCP/IPv4.

Note: If your cable provider requires TCP/IP version 6, double-click Internet Protocol

Version 6 (TCP/IPv6) to configure TCP/IPv6.

The TCP/IP properties window for the version you selected displays.

6. For either TCP/IPv4 or TCP/IPv6, select Obtain an IP address automatically and Obtain DNS server

address automatically, unless instructed otherwise by your cable provider.

7. Click OK to accept the new settings and close the Properties window.

TCP/IP Configuration for Windows 7 or Windows 8

Follow these steps to configure the Ethernet interface on a Windows 7 or Windows 8 operating

system.

1. Open the Windows Control Panel.

2. Click Network and Internet.

3. Click Network and Sharing Center.

4. Click Local Area Connection to open the Status window.

5. Click Properties to open the Properties window.

6. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties to configure TCP/IPv4.

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e Network and S

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or a connection, choose

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Chapter 6: Configuring Your Ethernet Connection

Note: If your cable provider requires TCP/IP version 6, select Internet Protocol Version 6

(TCP/IPv6) and click Properties to configure TCP/IPv6.

The TCP/IP properties window for the version you selected displays.

7. For either TCP/IPv4 or TCP/IPv6, select Obtain an IP address automatically and Obtain DNS server

address automatically, unless instructed otherwise by your cable provider.

8. Click OK to accept the new settings and close the Properties window. Then click Close to back out

of the remaining setup screens.

TCP/IP Configuration for MacOS X

Follow these steps to configure the Ethernet interface on a MacOS X operating system.

1. Open System Preferences, either by choosing System Preferences from the Apple menu or by

clicking the System Preferences icon in the dock.

2. Click the Network icon.

3. Choose Automatic from the Location drop-down menu, and Built-in Ethernet from the Show menu.

4. Choose the TCP/IP tab, if necessary.

If you are using TCP/IPv4, go to step 5.

If your cable provider requires TCP/IPv6, go to step 8.

5. Choose Using DHCP from the Configure IPv4 menu.

6. If necessary, click the Renew DHCP Lease button.

7. Close the System Properties application.

TCP/IPv4 configuration is completed.

8. If you are using TCP/IPv6, click Configure IPv6 near the bottom of the previous window.

9. Choose Automatically from the Configure IPv6 drop-down menu and click OK.

10. Close the System Properties application.

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Chapter 7

Using the Telephony Gateway

This chapter describes the controls and features available on the Telephony Gateway, and covers

basic troubleshooting procedures.

 Setting upYour Computer to Use the Telephony Gateway (page 32)

 Indicator Lights for the TG2472 (page 32)

 Using the Reset Button (page 35)

Setting up Your Computer to Use the Telephony Gateway

Follow the instructions in the information packet supplied by your cable company. Contact your

cable company if you need help setting up your computer.

Indicator Lights for the TG2472

The Telephony Gateway has LED indicator lights to assist in troubleshooting.

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GaGa

ed by your cabled by yo

uter.ter.

tor lights to assist in troutor lights to ass

Chapter 7: Using the Telephony Gateway

1. WPS Button/LED

2. Power

3. US/DS

4. Online

5. 2.4 GHz WiFi

6. 5 GHz Wi-Fi

7. Tel 1

8. Tel 2

9. Battery

10. MoCA

Wiring Problems

If the Telephony Gateway begins flashing all its lights for more than 10 seconds, this indicates a

problem with the telephone wiring — the red and green wires may be shorted (touching), or there

may be undesired voltage on the lines. If this pattern persists for more than 10 seconds, disconnect

the telephone lines from the Telephony Gateway, then call a wiring technician for assistance.

Patterns: Normal Operation (LAN and Telephone)

The following table shows light patterns for the Ethernet, MoCA and wireless LANs, and the

telephones, during normal operation.

Mode Ethernet

(LEDs on rear

panel

connector)

2.4G Wi-Fi / 5G

Wi-Fi

Tel 1 / Tel 2 MoCA

AC Power Green LED On =

Computer with

1Gbps port

connected

Amber LED On

= Computer with

100 Mbps/10Mbps

port connected

Amber/Green

LED Flash =

Computer activity

Both LEDs Off =

Computer not

connected

On = Wi-Fi enabled

Flash = Computer

activity

Off = Wi-Fi disabled

On = On-hook

Flash = Off-hook

Off = disabled

On = MoCA

enabled

Flash = MoCA

network device

activity/traffic

Off = MoCA

disabled

No AC Power Off Off On = On-hook

Flash = Off-hook

Off = disabled

Off

Firmware

Upgrade

(normal

operation)

(normal operation) (normal

operation)

(normal

operation)

Patterns: Normal Operation (WAN and Battery)

The following table shows light patterns during normal operation.

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ED OnED O

puter with uter with

Mbps/10Mbps /10Mbps

port connectedport connected

Amber/Green Amber/Gree

LED FlashLED Flash

= =

Computer activitComputer activ

LEDsLEDs

RAFT

CA anCA a

AFT

el 1

= Wi= W

Fi enabledabled

Flashash

= Computer Computer

activityactivit

Off = Wi-Off = Wi-

Fi disF

Chapter 7: Using the Telephony Gateway

Mode Power US/DS Online Battery

AC Power Good On On = Connected

to the Internet

Flash = Not

connected to the

Internet

On = Internet

available

Off = Internet not

available

On = Battery good

or low

Off = Battery

missing

Flash = Battery

bad

No AC Power,

Battery Installed

Flash Off Off Off = Battery

power

Flash = Battery

bad

No AC Power,

No Battery

Off Off Off Off

Firmware

Upgrade

On Flash On (normal

operation)

Patterns: Startup Sequence

The following tables show the Telephony Gateway light patterns during each phase of the startup

sequence. There are two phases of startup; the telephony phase and the cable modem phase. Both

are outlined below.

Telephony Startup Sequence

Power, US/DS,

Online

Telephone 1 Telephone 2 Battery Description

Off Off Off Off No power to modem

Flash Flash Flash Flash Power-on Self Test

See "Cable Modem Startup Sequence

On Flash Off Off Retrieving telephone

network information

On Off Flash Off Retrieving telephone

line information

On Flash Flash Off Activating telephone

service

Normal Operation

Note: The US/DS indicator flashes during startup, and turns on when the Telephony

Gateway establishes a connection.

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y Gateway light patterns y Gateway light

artup; the telephony phastup; the telephony p

DRA

ephone 1

Teleph

OffOff

Flashash

Chapter 7: Using the Telephony Gateway

Cable Modem Startup Sequence

US/DS Online Description

Slow Flash

(1/second)

Off Downstream acquisition in progress

(until

Upstream

acquisition

starts)

Off Downstream acquisition completed

Fast Flash

(3/second)

Off Upstream acquisition in progress

Slow Flash

(during

acquisition)

On (when

modem IP

address

obtained)

Upstream acquisition completed, ready for

service

Using the Reset Button

Use the Reset button (1), on the back of the Telephony Gateway, to reset the modem and perform

initialization as if you power cycled the unit. You may need to reset the Telephony Gateway if you are

having problems connecting to the Internet. Using this button will be rare.

Use a pointed non-metallic object to press this button. The Reset button is recessed to prevent

accidental resets.

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DRAFT

n completed, re

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back of the Telephony Gatf the Telephony Gat

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Chapter 7: Using the Telephony Gateway

1. Reset button

2. USB

3. Tel 1

4. Tel 2

5. Ethernet (1 - 4)

6. Cable

7. Power

Resetting the Router to Factory Defaults

To reset the router to factory defaults, press and hold the Reset button (1) on the back of the

Telephony Gateway for more than fifteen seconds. This restores the wireless setup configuration and

router configuration parameters to the factory defaults. You may need to do this if a

misconfiguration has locked out all access.

Booting from Battery

The TG2472 supports a “Boot from Battery” feature that allows the Telephony Gateway to provide

continued telephone service during power outages.

To start the TG2472 from its battery, follow these steps:

1. If a battery is already installed in the Telephony Gateway, remove it.

2. Re-insert the battery into the Telephony Gateway (see Battery Installation and Removal (page

16) for details).

3. Press the Reset button (1); the Power light should turn on immediately.

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DRAFT

5. Ethernet (1 ernet (1

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Chapter 8

Troubleshooting

The Telephony Gateway is plugged in, but the Power light is Off

Check all power connections. Is the power cord plugged in firmly at both ends?

If you plugged the power cord into a power strip, make sure the strip is switched on.

Avoid using an outlet controlled by a wall switch, if possible.

Finally, check the fuse or circuit breaker panel.

I'm not getting on the Internet (all connections)

It may take over 30 minutes to establish a connection the first time you power up your Telephony

Gateway, especially when many people are online. Always leave your Telephony Gateway plugged

into AC power and connected to the cable system.

Check the front panel lights:

 The Power and Online lights should be on.

 If the Power light blinks for more than 30 minutes, call your cable company for assistance.

Check your cable connections. Connectors should be tight. The coax cable should not be pinched,

kinked, or bent sharply—any of these can cause a break or short in the cable (you may have to replace

the cable). If you have one or more splitters between the Telephony Gateway and CATV outlet,

remove the splitters and connect the Telephony Gateway directly to the outlet.

Proceed to the Ethernet or wireless solutions if necessary.

I'm not getting on the Internet (Ethernet)

If you are using a hub, is the hub turned on?

Are you using the right type of Ethernet cable? Use the supplied cable for direct connection to a

computer; use a cross-over cable for connection to a hub.

Press the Reset button on the back of the Telephony Gateway.

A misconfiguration could lock out all access to the Telephony Gateway router. If you think this has

happened, see Resetting the Router to Factory Defaults (page 36).

I'm not getting on the Internet (Wireless)

Check the indicator lights, see Using the Telephony Gateway (page 32) — the Wi-Fi light should be

on.

Does your connection utility discover your wireless LAN? If you turned off “Broadcast SSID” you

need to manually enter the name of your wireless LAN in the connection utility.

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DRAFT

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Chapter 8: Troubleshooting

Change your security mode to “disabled”. Enable one of the other security modes as soon as you find

the problem.

A misconfiguration could lock out all access to the Telephony Gateway router. If you think this has

happened, see Resetting the Router to Factory Defaults (page 36).

My wireless Internet connection stops working sometimes

This is usually caused by interference. Two common sources are 2.4GHz “remote” telephones and

microwave ovens. If you cannot remove the interfering product, try using a different channel or

setting Protected Mode.

I can get on the Internet, but everything is slow

If the Web site you are visiting is very popular, that site may be having trouble servicing all the

requests. If other sites download quickly, wait for a few minutes and try again. Usage during peak

hours may also affect the connection speed.

Other communications on the LAN, or interference with wireless connections, may slow down your

connection.

I don't have a dial tone when I pick up the phone - why?

In order for telephone service to be functional on the Telephony Gateway, telephone service must

have been purchased from the service provider and configured on your Telephony Gateway. The

following steps should help in identifying the source of the problem.

1. Is the Power LED lit?

x If not, check to make sure the Telephony Gateway is plugged in and the outlet has power.

x If the LED is lit, go to the next step.

2. Is the Online LED lit?

x If not, check the coax connection at the Telephony Gateway and the wall. Ensure they are

connected and tight. If they are and you do not have dial tone, contact your service provider.

x If the Online LED is lit, go to the next step.

3. Is the Telephone (Tel 1 or Tel 2) LED lit?

x If not, phone service has not been set up on that line. Contact your service provider.

x If it is blinking, there is a phone off hook somewhere in the house. Find that phone and hang

it up.

x If it is lit, go to the next step.

4. Is the phone plugged directly into the Telephony Gateway?

x Make sure the phone is plugged into the port on the back of the Telephony Gateway labeled

“Tel 1” for line 1, and “Tel 2” for line 2.

x If so, try a different phone. Make sure the new phone is a working phone.

x If a known good phone is used and you still don’t have dial tone, try a different phone cable.

If a new phone and cable do not restore dial tone, call your service provider.

5. Is the Telephony Gateway plugged into a wall outlet?

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DRAFT

e he h

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Chapter 8: Troubleshooting

x If so, unplug the phone connector at the back of the Telephony Gateway and plug in a known

working phone. If you now have dial tone, the problem is with the house wiring. Contact

your cable company or a qualified wiring technician to correct the house wiring. If you still

do not have dial tone, contact your service provider.

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DRAFT

Glossary

Amp-Hour

A measure of battery capacity. For example, a

1.0Ah battery can nominally supply one

Ampere of current for one hour.

Category 5e (Cat5e)

A high-quality type of cable, used for gigabit

Ethernet (1000BaseT) connections. When

purchasing Ethernet cables, always look for

Category 5e cable.

Coaxial cable (coax)

A thin wire, used to connect your television

and Telephony Gateway to the cable TV

system. You can buy coax from any

electronics retailer and many discount stores.

CPE

Customer Premise Equipment. This is the

equipment that is plugged in to the Telephony

Gateway; typically a computer or hub.

Cross-over

An Ethernet cable used to connect two hubs

(or a hub and a cable modem) together. Also,

some Ethernet hubs may have built-in

cross-over on one or more ports (which

eliminates the need for a cross-over cable).

DHCP

Dynamic Host Configuration Protocol. An IP

protocol used to provide an IP address and

location of services (such as DNS and TFTP)

needed by a device connecting to the network.

DHCP allows the cable company to configure

your computer’s networking software for you.

DNS

Domain Name Service (Server). An IP service

that associates a domain name (such as

www.example.com) with an IP address.

DOCSIS

Data Over Cable System Interface

Specification. The interoperability standards

used for data communications equipment on

an HFC network.

Downstream

In an HFC network, the direction from the

head-end to the subscriber. Some older cable

documentation may refer to this as the

forward path.

EMTA

Embedded Multimedia Terminal Adapter. An

MTA device that is integrated with a cable

modem.

Ethernet

A standard method of connecting two or more

computers into a Local Area Network (LAN).

EuroDOCSIS

The European version of DOCSIS.

Event

An informational message used for

monitoring network status.

F-connector

The type of connector used on coax cable.

There are two common types of F-connector,

slip-on and screw-on. Use coax with screw-on

connectors for connecting your Telephony

Gateway.

Firewall

A hardware or software device that prevents

unauthorized access to a private network from

the Internet. The TG2472 provides a built-in

firewall.

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DRAFT

stores.store

nt. This is the nt. This i

in to the Telephony in to the Telephony

mputer or hub.mputer or hub.

cable used to connect twocable used to connect tw

d a cable modem) togetd a cable modem) t

hubs may have buhubs may have

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EuroDEuro

Gateway

The device, usually a router, that connects

devices on a given IP subnet to other IP

subnets.

Headend

The “central office” in an HFC network. The

headend houses both video and data

equipment. In larger cable networks, a

“master” headend often feeds several

“remote” headends to provide distributed

services.

HTTP

HyperText Transfer Protocol.

Hub

A box with several Ethernet connectors.

Ethernet hubs provide a common point of

contact for all connected devices.

IP address

A number assigned to your computer by your

cable company, used to identify your

computer to other systems on the Internet.

ISDN

Integrated Services Digital Network. A digital

telephony standard that provides

communication speeds about twice as fast as

standard dialup.

LAN

Local Area Network. A network that allows

computers in a single location (such as a

building) to communicate with one another.

LED

Light Emitting Diode. A semi-conductor

diode that emits light when current is passed

through it.

MAC address

A number that uniquely identifies any device

connected to a network. Your cable company

uses your Telephony Gateway’s MAC address

to authorize access to the Internet. The MAC

address is printed on a label on the bottom of

your Telephony Gateway.

Protocol

A set of rules and formats that determines the

communication behavior of network entities

at a given layer.

Proxy

A device or program that stands in between a

server (for example, a web site) and a client

(your browser), providing a way to relieve

some of the burden from the server. For

example, your cable company may have a web

proxy that keeps copies of popular web pages;

the proxy can send you those pages instead of

fetching them directly from the web site,

resulting in faster page loading and less

network congestion.

Abbreviation for Radio Frequency. Some

literature refers to coax as “RF cable” and the

connectors as “RF connectors.”

RJ-11

A standard 2-conductor modular connector,

commonly used in North America for

connecting telephones.

RJ-45

A standard 8-conductor modular connector,

commonly used on Ethernet cable. An RJ-45

connector looks like a wide RJ-11 (telephone)

connector.

Release 24 DRAFT 1.0 November 2014 Touchstone TG2472 Telephony Gateway User Guide 42

DRAFT

nt of t of

to your computer by yourr computer by your

used to identify your used to identify you

other systems on the Interother systems on the Int

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ProxyProxy

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the the

Splitter

A small box with three cable connectors: one

input and two outputs. You may need a

splitter if you have a TV already connected to

the cable outlet that you want to use for your

Telephony Gateway. You can buy a splitter

from any electronics retailer and most

discount stores.

SSID

Service Set IDentifier. A string of text (up to

32 characters long) that uniquely identifies a

wireless LAN.

Switched outlet

A power outlet that may be turned on and off

using a wall switch. Usually intended for

lamps. Avoid plugging your computer or

Telephony Gateway into a switched outlet to

avoid disruptions.

TCP/IP

Transmission Control Protocol/Internet

Protocol. The protocols used to facilitate

communications across one or more

connected networks.

TDMA

Time Division Multiple Access. A method

used by DOCSIS-compliant cable modems for

sending upstream data with minimal

interference.

Upstream

The path from a subscriber device to the

headend. Some older cable documentation

may refer to this as the return path or reverse

path.

WEP

Wired Equivalent Privacy. A common

standard for encrypting data sent over a

wireless LAN.

WPA

Wi-fi Protected Access. A standard for

encrypting data sent over a wireless LAN.

WPA offers improved security over WEP.

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DRAFT

tocol/Internet tocol/Intern

s used to facilitate used to facilitate

oss one or more ne or more

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Chapter 9

ARRIS Contacts

ARRIS offers broadband service providers a complete, integrated, application-oriented IP suite of

back-office automation tools for network content, subscriber, and workforce management as well as

advanced advertising and on demand services.

Before You Call ARRIS Support

When working with Technical Support, you can help us to expedite your call by following these

guidelines:

 Please be prepared to give your Technical Support Contract ID number whenever you contact

ARRIS Technical Support. If you do not know your Technical Support Contract ID number or

have questions about a support contract, please contact ARRIS Technical Services at

services.orders@arrisi.com or (678) 473-8302.

 Be prepared to provide your name, company name, site location, serial number of the system

you are calling about (if applicable), system and software version numbers, and as much detail

about the problem as possible.

 Review available documentation, including release notes, product and installation manuals, and

online help for information about your problem.

 Do not reboot or restart equipment or software processes prior to consulting with ARRIS

Technical Support—vital data that could assist in resolving the problem can be lost when these

actions are performed.

 All personnel who call Technical Support should have a high level of familiarity with the ARRIS

system, including knowing the system passwords. We strongly recommend that you have

personnel trained through ARRIS Educational Services programs.

ARRIS Technical Support supports ARRIS-supplied products only. Issues related to other hardware,

software, or non-ARRIS networks must be addressed by your organization or the appropriate

third-party vendor.

By Telephone

North America Region

Legacy ARRIS +1 888 221 9797 (North America)

+1 678 473 5656 (Worldwide)

Legacy Motorola Home + 1 888 944 4357 (North America)

+1 215 323 2345 (Worldwide)

Latin America Region:

Argentina: Legacy Motorola Home 0 800 666 3601

Release 24 DRAFT 1.0 November 2014 Touchstone TG2472 Telephony Gateway User Guide 44

DRAFT

ract ID nract I

echnical Suppechnic

ntact ARRIS Techn

ntact ARRI

y name, site location, seri

y name, site location, se

em and software version nm and software version n

ncluding release notes, pncluding release no

ut your problem. your problem

uipment or software procipment or software proc

data that could assist in data that could as

. .

o call Technical Support sall Technical Support s

ng knowing the system png knowing the system p

ained through ARRIS Eduained through ARR

nical Support supports A

on-on-

ARRIS networks ARRIS netwo

or. or.

Chapter 9: ARRIS Contacts

Aruba: Legacy Motorola Home 215 323 2346

Bolivia: Legacy Motorola Home 800 100 694

Brazil: Legacy Motorola Home 0 800 891 5314

Legacy ARRIS +55 11 2737 7629

Chile: Legacy Motorola Home 1230 020 5564

Legacy ARRIS +56 2 678 4500

Colombia: Legacy Motorola Home 1 8005 1 80947

Legacy ARRIS +57 1 381 9103

Costa Rica: Legacy Motorola Home 215 323 2346

Ecuador: Legacy Motorola Home 215 323 2346

El Salvador: Legacy Motorola Home 800 6625

Honduras: Legacy Motorola Home 800 0123, then 866 842 0264

Mexico: Legacy Motorola Home 001 866 391 2349

Legacy ARRIS 01 800 522 7747 or +52 55 22828531

Panama: Legacy Motorola Home 001 800 203 4345

Peru: Legacy Motorola Home 0 800 5 3651

Puerto Rico: Legacy Motorola Home 866 862 2627

Rep. Dominicana: Legacy Motorola Home 1 888 751 8898

Venezuela: Legacy Motorola Home 0 800 100 9161

Europe Region:

Europe: Legacy ARRIS +31 20 311 2525

Belgium: Legacy Motorola Home 0 800 72 163

Denmark: Legacy Motorola Home 80 88 6748

Finland: Legacy Motorola Home 0 800 114 263

France: Legacy Motorola Home 0 800 90 7038

Germany: Legacy Motorola Home 0 800 18 73019

Hungary: Legacy Motorola Home 06 800 18164

Ireland: Legacy Motorola Home 1 800 55 9871

Israel Golden Lines: Legacy Motorola Home 1 809 25 2071

Israel Bezeq: Legacy Motorola Home 1 809 42 9181

Israel Barak: Legacy Motorola Home 1 809 31 5435

Italy: Legacy Motorola Home 800 788 304

Luxembourg: Legacy Motorola Home 0 800 2 5310

Netherlands -

Holland:

Legacy Motorola Home 0 800 022 0176

Release 24 DRAFT 1.0 November 2014 Touchstone TG2472 Telephony Gateway User Guide 45

DRAFT

3, then 866 843, then

866 391 2349866 391 2349

01 800 522 7747 or +52 5

01 800 522 7747 or +52

001 800 203 4345001 800 20

Home

0 800 5 3651800 5

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866 862 2627866 862 26

otorola HomeHome

1 888 7511 888 75

cy Motorola Homecy Motorola Home

0 80

Legacy ARRISgacy ARRIS

Legacy Motoy M

Legacy MLegacy

LegaLega

Chapter 9: ARRIS Contacts

Norway: Legacy Motorola Home 800 15 670

Poland: Legacy Motorola Home 00 800 111 3671

Portugal: Legacy Motorola Home 800 81 3461

Spain: Legacy Motorola Home 900 99 1771

Sweden: Legacy Motorola Home 020 79 0241

Switzerland: Legacy Motorola Home 0 800 561 872

United Kingdom: Legacy Motorola Home 0 800 404 8439

Asia Region:

Asia Legacy ARRIS +86 755 8634 9110

Legacy Motorola Home +1 847 725 4011 (Worldwide)

Japan Region:

Japan: Legacy ARRIS +81 3 5461 7320

Legacy Motorola Home +1 847 725 4011 (Worldwide)

Korea Region:

Korea: Legacy ARRIS +82 31 740 4203

Legacy Motorola Home +1 847 725 4011 (Worldwide)

China Region:

China: Legacy ARRIS +86 755 8634 9110 or 4008810685 (in

China only)

Legacy Motorola Home +1 847 725 4011 (Worldwide)

Australia / New Zealand Region:

Australia /

New Zealand

Legacy ARRIS +86 755 8634 9110

Legacy Motorola Home 61 3 81997220 or 1800 242664

(Australia only)

By Email

Release 24 DRAFT 1.0 November 2014 Touchstone TG2472 Telephony Gateway User Guide 46

DRAFT

+81 3 5461 7320+81 3 5461 7320

+1 847 725 4011 (W47 72

AFT

RAF

RRISRRIS

+82 382 3

cy Motorola Home cy Motorola Home

Legacy ARRIScy ARRIS

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Chapter 9: ARRIS Contacts

North America:

Headend and Network Equipment:

RF Optics: Ruckus, Optics, Amps, Nodes,

Transmitters, CHP, Passives,

OptiMax, CoreWave, CoreView

RFOptics-support@arrisi.com

CMTS Products: C3, C4, ICO, ASA, CxM, CMTS1000,

CMTS1500, E6000

techsupport.na@arrisi.com

CMTS Product: BSR, SRM4, HSIM4, TX32, RX48,

SRM10G

tac.helpdesk@arrisi.com

Moxi and WHS

Products:

Moxi, MCR, Portal, WHS, WHS5225,

MediaPlayer, Whole Home Solution,

Gateway

techsupport.na@arrisi.com

D5 and DVS

Products:

D5, Application Manager, VIPr,

Hemi, Encore, Quartet, Prelude, EGT

or DVS

techsupport.na@arrisi.com

DVS Products: CAS, DACs, CASMR, APEX3000,

NC2000, DreamGallery, Secure

Media, VideoFlow, AVP100, STBs,

AS-RAC, QT Plus, CherryPicker,

Encoder, Astria

tac.helpdesk@arrisi.com

EMP Products: AdEdge, APS, BEQ6XXX, BME50,

BMR1200, CVEx, MSP2XXX, RMS,

SBSS, SVA, VMS

emp-support@arrisi.com

Digital Ad Insertion: Ad Insertion, Skyvision, Spots, ACM,

n5, XMS

ai-support@arrisi.com

Video on Demand: Video OnDemand, VOD, nABLE,

CMM, n5, XMS, Transit

vod-support@arrisi.com

VOD Products: B1 Video Server, M3 Video Server,

cDVR Video Solution

tac.helpdesk@arrisi.com

WorkAssure: WorkAssure, I&R, SageQuest,

Wireless Matrix, Tech Director, Tech

Calendar, SSM Alarms

workassure-support@arrisi.com

Assurance Products: ServAssure, OpsLogic, Powersense,

SALIVE, EventAssure, HouseCheck,

Data Warehouse, Starnodes

assurance-support@arrisi.com

GPON Product: GPON, POL, Carrier Ethernet tac.helpdesk@arrisi.com

Satellite and

Modular Systems:

DSR, Uplink, IPTV, Encoder tac.helpdesk@arrisi.com

Korea: Legacy ARRIS Products techsupport.korea@arrisi.com

Korea: Legacy Motorola Home tac.helpdesk@arrisi.com

Australia / New

Zealand:

Legacy ARRIS Products techsupport.asia@arrisi.com

Australia / New

Zealand:

Legacy Motorola Home support.anz@arrisi.com

Release 24 DRAFT 1.0 November 2014 Touchstone TG2472 Telephony Gateway User Guide 47

EGT EGT

techsuptec

3000, 3000

Secure Secu

VP100, STBs, P100, STBs,

CherryPicker, yPicker,

tac.helpdesk@

helpd

S, BEQ6XXX, BME50, EQ6XXX, BME50,

, CVEx, MSP2XXX, RMSMSP2XXX, RMS

VA, VMSVA, VM

Insertion, Skyvision, SpotInsertion, Skyvision,

5, XMS 5, XM

Video OnDemand, VOeo OnDemand, VO

CMM, n5, XMS, TraCMM, n5, X

s:s:

B1 Video ServerVideo Serve

cDVR Video R Vi

WorkAssrkAs

WireleWirele

CaleCale

Chapter 9: ARRIS Contacts

Customer Premise Equipment:

Touchstone Products: TGxxx, TMxxx, Touchstone, TTM,

Packet Ace, Cornerstone, HDT,

Incognito, CableModem, eMTA,

Telephone Gateway

techsupport.na@arrisi.com

CableModem: Cable Modem, MTA tac.helpdesk@arrisi.com

International (All Products):

Latin America: Legacy ARRIS Products techsupport.cala@arrisi.com

Latin America: Legacy Motorola Home tac.helpdesk@arrisi.com

Europe: Legacy ARRIS Products techsupport.europe@arrisi.com

Europe: Legacy Motorola Home tac.helpdesk@arrisi.com

Asia: Legacy ARRIS Products techsupport.asia@arrisi.com

Asia: Legacy Motorola Home tac.helpdesk@arrisi.com

Japan: Legacy ARRIS Products techsupport.japan@arrisi.com

Japan: Legacy Motorola Home tac.helpdesk@arrisi.com

Ask ARRIS Customer Portal

The Ask ARRIS Customer Portal enables you to:

 Use innovative search technology to deliver fast, relevant, reliable information exactly when you

need it, 24x7

 Manage technical support cases for your products, support level, and site location

 Access technical documentation and webcasts

To use the portal, you will need to register for the site using your support contract ID and email

address. To access the customer portal:

http://www.arrisi.com/support

Global Knowledge Services and Training

For more information about Global Knowledge Services and the programs we offer, e-mail us at:

training@arrisi.com

Release 24 DRAFT 1.0 November 2014 Touchstone TG2472 Telephony Gateway User Guide 48

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Touchstone TG2472 Telephony Gateway User Guide

Corporate Headquarters

ARRIS · Suwanee · Georgia · 30024 · USA

T: 1-678-473-2000 F: 1-678-473-8470

www.arrisi.com

DRAFT

ARRIS TG2472 Touchstone Wireless Telephony Gateway User Manual TG2472G NA Telephony Gateway User Guide

ARRIS Group, Inc. Touchstone Wireless Telephony Gateway TG2472G NA Telephony Gateway User Guide

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