CallExtend Versions 2-2
Contents
1. one into Field 7 Special Receptionist Arrangements and program the receptionist extensions as follows In PAGE 0 Row 1 enter the extension you want to use as the receptionist for calls answered by CallExtend s Port 1 In PAGE 0 Row 2 enter the extension you want to use as the receptionist for calls answered by CallExtend s Port 2 Rows 3 7 of PAGE 0 will be ignored Case G Direct calls to a receptionist extension longer than 8 digits or to an outside phone number First program two pound signs into Field 7 Special Receptionist Arrangements Then program the receptionist extension as follows In PAGE 0 Row 1 enter the first 8 digits of the extension or phone number In PAGE 0 Row 2 enter the remainder of the number After this CallExtend will direct calls to the receptionist to the complete number entered into Rows 1 and 2 of PAGE 0 Rows 3 7 of PAGE 0 will be ignored NOTE When using an outside phone number as the receptionist you may need to modify Field 8 Pause before Exiting from Call to the Receptionist Program this field to the number of seconds 2 9 CallExtend should stay on the line after dialing the receptionist s number before it exits the call and connects the caller through If CallExtend dials an outside phone number and then immediately exits the call most phone systems will not connect the caller to the outside phone line Reference Call Management Products Page 29 Optional Programming Case H Hav2. if shorter Data display shows d plus than amp digits Dial 2 1 7 hold until Data display changes and verify the extension Programming Call Management Products Page 13 Programming Your CallExtend Unit Programming System Settings into PAGE 0 Use PAGE 0 of CallExtend s memory to set up system information and receptionist extensions Row 0 of PAGE 0 contains three fields that must be programmed and five optional fields described in Appendix C To program the three basic fields dial the following on the ADMIN phone Diad O O 5 hold until Lengthof Numberof Transfer phone secs to wait supervision Data display shows d plus system s after greet mode hook flash ing before desired duration transfer Dial O O 7 hold until Data display changes amp verify the data is correct Hook Flash Duration Set this to match the hook flash dura tion used by the phone system for call transfers Enter a digit 0 6 where 0 equals no hook flash 1 is a 1 4 second flash duration 2 is a 1 2 second duration 3 is 3 4 of a second 4 is 1 second 5 is 1 1 4 seconds and 6 is 1 1 2 seconds Pause Duration After CallExtend plays the voice greeting it will wait the number of seconds indicated in this field before transferring the call to the receptionist s This gives callers time to dial in response to the greeting Enter the number of seconds 0 7 to wait e g 4 waits 4 seconds Transfer Supervision M
3. in PAGE 0 Row 0 to a higher number of rings see Programming System Settings into PAGE 0 The greeting is played twice to callers On some phone systems if an extension does not answer a call transfer the Page 34 Call Management Products Reference Troubleshooting call is automatically transferred back to the extension that originated the transfer In this case calls will be transferred back to CallExtend if they are not answered by the appropriate extension When the call is transferred back to CallExtend it looks like a new call so CallExtend plays its greeting to the caller Program the phone system to not transfer calls back to the ports used with CallExtend The greeting stops part way through always at the same place and the caller is immediately transferred to an extension or the receptionist Part of the voice greeting may sound like a touch tone digit to CallExtend causing the call to be transferred If the digit is programmed CallExtend will transfer the caller to the appropriate department if it is not programmed the caller will be transferred to the receptionist Re record the voice greeting The greeting stops part way through at a random point and there is a pause before the call is disconnected or is transferred to the receptionist CallExtend may be located near a transformer or power supply that emits a strong magnetic field causing CallExtend to lock up Relocate the CallExtend unit The caller dial
4. receptionist s or another CallExtend unit Page 4 Call Management Products Connections Connecting CallExtend to Your Phone System phone ton System phone co Figure 1 Inserting the Battery Backup CallExtend stores all of its programmed settings except the voice greeting in non volatile RAM so these settings are not erased when there is a power failure A 9 volt battery can be inserted on the back of the CallExtend unit to prevent loss of the voice greeting during power failures see Figure 2 Insert one 1 9 volt battery into the battery holder on q i if the back of CallExtend Back view of CallExtend Figure 2 A slight power fluctuation may occur when a battery is inserted and this can cause the greeting message to be lost For this reason always check that the greeting is still in place after inserting a new battery NOTE If the battery runs out or if no battery is inserted CallExtend will lose the voice message when there is a power failure In this case it will resume Connections Call Management Products Page 5 Connecting CallExtend to Your Phone System answering calls after power is restored but it will not have a message to play To avoid this check the battery regularly especially after power failures The Batt Low light will come on to indicate low battery levels Page 6 Call Management Products Connections Connecting CallExtend
5. special digits be dialed in front of the extension number as part of a call transfer In this case you should enter the special digits after the extension length when programming Row 0 of the PAGE S For the Programming Call Management Products Page 19 Programming Your CallExtend Unit extension length enter the total of the special digits plus the length of the extension number CallExtend will then insert the digits in front of the extension a caller dials Example The ABC Company uses extensions that begin with 4 and are three digits long e g 403 415 435 etc They want callers to reach an extension if they dial it directly e g by dialing 403 However in order to transfer a call on their phone system the special digits 70 must be dialed before the extension number In this case CallExtend s PAGE 4 would be programmed as follows Dial 4 O 5 hold until 6 70 Data display shows d plus Dial 4 O 7 hold until Verify the values just entered Data display changes and Transferring to a Department PAGES that are not used for direct dialing extensions can be used in a department menu if desired To program a PAGE as a department you must program a into Row 0 of that PAGE and then enter the extensions that you want calls transferred to into Rows 1 7 on the PAGE For example to have callers dial 5 for Sales you would enter a in PAGE 5 Row 0 and up to seven extensions for the Sales departmen
6. 00 The installer used the ADMIN phone to program these values into PAGE 0 as follows PAGE 0 Reference Call Management Products Page 25 Sample Setup Dial O O 5 hold until Data display shows d plus 1 4 5 Dial O 1 5 hold until Data display shows d plus 200 All the company s extensions begin with a 2 and are 3 digits in length The installer programmed CallExtend s PAGE 2 for this extension format as follows PAGE 2 Dial 2 O 5 hold until Data display shows d plus 3 The ABC Company wants calls for Sales to go to extension 210 calls for Support to go to either extension 220 or 250 and calls for Accounting to go to extension 240 The installer used the ADMIN phone to program PAGES 1 3 and 4 into CallExtend as follows PAGE 1 Dial 1 0 ul hold until Data display shows d plus Dial 1 1 5 hold until Data display shows d plus 210 PAGE 3 Dial 3 0 ul hold until Data display shows d plus Dial 3 1 ul hold until Data display shows d plus 220 Dial 3 2 5 hold until Data display shows d plus 250 PAGE 4 Dial 4 O 5 hold until Data display shows d plus Dial 4 1 5 hold until Data display shows d plus 240 Page 26 Call Management Products Reference Optional Programming Appendix C Optional Programming Some phone systems require additional system settings beyond the basic ones detailed in the section Programming System Se
7. 212 You can enter a phone number hunt group or voice mailbox number by programming the exact digits to be dialed including an initial 9 or 1 Note To have CallExtend dial a as part of a number enter two signs in a row without a significant pause 4 An extension or phone number up to 16 digits long can be entered into CallExtend as the only receptionist To program this enter the first eight digits of the number into Programming Call Management Products Page 17 Programming Your CallExtend Unit Row 1 of PAGE 0 enter the remainder of the number into Row 2 Rows 3 7 of PAGE O will be ignored after this When using receptionist extensions longer than 8 digits you must also enter into Field 7 of PAGE 0 Row 0 as described in Appendix C oa wa To remove an extension from the receptionist list use a single sign to erase the contents of the appropriate Row For example to erase the contents of PAGE 0 Row 3 dial 0 3 5 CallExtend will still use the extensions before and after the empty Row on the list Calling Party Transfers PAGES 1 7 of CallExtend s memory control CallExtend s response to what callers dial Each PAGE of memory corresponds to the first digit dialed by the caller Example if a caller dials 214 CallExtend will examine PAGE 2 for instructions on how to handle the call Transferring Directly to an Extension To have callers dial extensions directly you must program your extension lengt
8. AGES of data storage A PAGE in memory can be compared to a single page of paper with eight rows of data on the page The number of each PAGE of CallExtend s memory corresponds to the first digit dialed by a caller PAGE 1 nans PAGE 7 Row Row 0 0 1 1 2 2 3 3 4 4 5 5 6 6 7 T The Programming Guide included with your CallExtend unit has a separate sheet for each PAGE of CallExtend s memory When a caller dials an extension or dials a single digit to be transferred to a department CallExtend looks at the first digit Programming Call Management Products Page 11 Programming Your CallExtend Unit dialed and then consults that PAGE in its memory to determine how to handle the call The caller s first digit can be any number between 0 and 9 These digits can be programmed as summarized in the following chart 0 Transfers call to Transfers call to receptionist Transfers call to extensions that begin with the digit 1 8 7 If not used for extensions transfers call to a department a aed Repeats voice greeting You only need to program the PAGES in CallExtend that correspond to the digits your extensions begin with and the digits you want to use for department lists Example You might want calle
9. Table of Contents TABLE OF CONTENTS Introduction tienen nee eee 1 Connecting CallExtend to Your Phone System 3 Your CallExtend Uniit cccccccccececeesceeeeeeeeeeeessenneeeees 3 Testing Your Phone System Extension Ports 3 Cabling CallExtend to Your Phone System 0 4 Inserting the Battery Backup ccc eeeeeeeeeeee tenet 5 Programming Your CallExtend Uniit 000 005 7 Recording the Voice Greeting cceseeeeeeeeeeeeees 7 Single Message on Both Ports cccccseeceeee 8 gt Separate Message on Each Port cccceeeee 8 CallExtend s Programmable Memory c 00e8 9 Programming Commands amp Format ccsceeseereeee 11 Programming System Settings into PAGE 0 12 Phone System Hook Flash Duration 12 Length of Pause between Greeting amp Transfer 12 gt Transfer Supervision Modes cccccccceeeeeees 12 Setting up Receptionist Extensions 0 cceeee 14 Calling Party Transfers c ccceceeeeeeeeeeeeeeeeeeeeeeeees 16 gt Transferring Directly to an Extension 16 gt Transferring to a Department 0 cceeeees 18 Appendix A Data Display 00 cc cceeeeeeeeeeeeeeeteeees 21 Appendix B Sample Setup ceceeteeeeeees 23 Table of Contents Call Management Pr
10. What the caller hears while the call is being transferred depends on which mode CallExtend is programmed for as described below A In Full Supervision Mode CallExtend places the call on hold while it rings the desired extension and listens for ringing or busy tone Since the caller is on hold during this time he or she hears what the phone system puts out to calls on hold music a special message or silence CallExtend connects the call through upon hearing a voice answer the destination extension the caller may not hear the first word spoken by the person who answers the extension telephone If the extension telephone is not answered the call is transferred to the receptionist s B In Busy Supervision Mode CallExtend places the call on hold and rings the desired extension If the extension is busy the call is immediately transferred to the Reference Call Management Products Page 31 From a Caller s Point of View receptionist s If the extension phone begins to ring CallExtend connects the call through to the extension and the caller will then hear the extension ringing C In Unsupervised Mode CallExtend connects the call to the desired extension without placing it on hold This means that the caller will begin hearing ringing or busy tone immediately after dialing an extension or digit When Transferred to the Receptionist Whenever a call is transferred to a receptionist CallExtend immediately connects the call thr
11. e CallExtend PAUSE while dialing CallExtend can be programmed to pause between digits when dialing extensions or outside phone numbers Each pause is 2 seconds in length and multiple pauses can be used To program a pause into CallExtend program the dialing string normally at each spot you want CallExtend to pause while dialing enter a pause character by dialing onthe ADMIN phone The must be dialed immediately after the without a significant delay The pause counts as a single digit and uses a space in CallExtend s memory when reviewing data you will see a hyphen for each pause NOTE CallExtend automatically pauses 2 seconds after dialing the first digit of an extension or phone number that begins with 8 9 0 or If a pause is added after the initial 8 9 0 or CallExtend will pause a total of 4 seconds before dialing the next digit Page 30 Call Management Products Reference From a Caller s Point of View Appendix D From a Caller s Point of View When CallExtend answers a call it plays a voice greeting to the caller and in response to this greeting the caller generally dials touch tone digits CallExtend then directs the call to the desired extension in one of three supervision modes Full Supervision Mode Busy Supervision Mode or Unsupervised Mode For more information on these modes see the Transfer Supervision Mode field under Programming System Settings into PAGE 0
12. erred to one of the extensions on that digit s list Make sure that Row 0 on that digit s PAGE is set to star Also review the data in Rows Reference Call Management Products Page 33 Troubleshooting 1 7 on the PAGE to make sure that the desired extensions have been programmed Calls are not being transferred Check the Hook Flash Duration field PAGE 0 Row 0 to make sure the field is set correctly for the phone system Make sure that the phone system ports connected to CallExtend are set up to allow manual call transfers and that CallExtend has been programmed to dial any prefix digits that are needed in front of extension numbers when transferring calls If a call is not answered by the extension it was transferred to it is not being transferred to the receptionist The Transfer Supervision Mode setting in PAGE 0 Row 0 may be set to zero or one This causes CallExtend to transfer the call without answer supervision See Programming System Settings into PAGE 0 to change this value If this problem occurs when CallExtend is set to fully supervise call transfers check the extensions entered into Rows 1 7 of PAGE 0 to make sure they are valid extensions Make sure your telephone system does not place day night restrictions on dialing certain extensions A call is transferred to an extension but that extension only rings briefly before the call is transferred to the receptionist Set the Transfer Supervision Mode field
13. f the FCC rules On the bottom of the CallExtend unit is a label that contains among other information the FCC registration number and the ringer equivalence number REN for this equipment If requested this information must be provided to the telephone company This equipment uses the following USOC jacks RJ11C The Ringer Equivalence Number REN is used to determine the quantity of devices that may be connected to the telephone line at one time The REN characterizes the load placed on the telephone company alerting ringing power source by this product as a ratio to a standard mechanical bell type ringer Excessive RENs on the telephone line may result in the devices not ringing in response to an incoming call In most but not all areas the sum of the RENs should not exceed five 5 0 To be certain of the number of devices that may be connected to the line as determined by the total RENs contact the telephone company to determine the maximum REN for the calling area If this equipment causes harm to the telephone network the telephone company has the right to discontinue service temporarily on the line to which this product is connected The telephone company will notify you in advance if temporary discontinuance of service is required If advance notification isn t practical the telephone company will notify you as soon as possible Also you will be advised of your right to file a complaint with the FCC if you believe it is
14. h into the PAGE S that correspond to the first digit s of your extensions For example if your extensions are in the form 210 221 234 etc you would program PAGE 2 Row O for a 3 digit extension format CallExtend accepts extensions up to 8 digits long Only Row 0 needs to be programmed for each PAGE set up for direct dialing to extensions Rows 1 7 are left blank Page 18 Call Management Products Programming Programming Your CallExtend Unit To program direct extension dialing dial the following on the ADMIN phone for each PAGE that corresponds to the first digit of an extension if your extensions begin with the digit 8 see Appendix C Dial PAGE 1 7 O 5 the extension length hold until Data display shows total number of digits d plus in each extension Dial PAGE 1 7 0 7 Verify the extension length is correct hold until Data display changes and Example If your phone system uses 4 digit extensions that begin with either 5 or 6 5300 5750 6105 etc program PAGES 5 and 6 as shown Dial 5 0 5 hold until Data display shows d plus Dial 5 O 7 hold until Verify the extension length is correct Data display changes and Dial 6 O 5 hold until Data display shows d plus Dial O 7 hold until Verify the extension length is correct Data display changes and Rows 1 7 on the PAGE are left blank A Note on Direct Dialing Extensions Some phone systems require that
15. he desired extension and then immediately exit the call CallExtend will NOT retrieve the call and send it to the receptionist s if the dialed extension is busy or does not answer Programming Call Management Products Page 15 Programming Your CallExtend Unit Setting up Receptionist Extensions In Full Supervision Mode callers will be transferred to the receptionist s if the extension dialed is busy or does not answer In addition if a caller dials 0 in response to the voice greeting does not dial anything or dials an invalid digit the call will be connected to the receptionist s At least one receptionist extension must be programmed into PAGE 0 Row 1 Up to seven receptionist extensions can be programmed into Rows 1 7 of PAGE 0 To program the receptionist extensions dial the following on the ADMIN phone Dial PAGE 0 Row a receptionist extension if extension 1 7 5 hold until Data up to 8 digits long is shorter than display shows d plus 8 digits Dial PAGE 0 Row Verify the extension is correct 1 7 7 hold until Data display changes and Example To load two receptionist extensions you would dial the following Dial O 1 5 hold until 18t receptionist if extension Data display shows d plus extension up to 8 digits is shorter than long 8 digits Dial O 1 7 hold until Verify the extension is correct Data display changes and Dial O 2 5 hold until 204
16. he phone to record the voice greeting e blinking less than 8 seconds remain to finish recording period the voice greeting waiting for a PAGE number or x to be entered waiting for a Row number Address to be entered a wang orDatatobe erred et Bo Genee E a Page 24 Call Management Products Reference Sample Setup Appendix B Sample Setup The ABC Company uses CallExtend to answer the majority of its incoming phone calls to help relieve the receptionist The CallExtend installer set up the company s phone system analog ports for call transfers routed incoming calls to those extensions and cabled CallExtend to the extension ports By dialing 8 on the ADMIN phone the company recorded the following voice greeting into its CallExtend unit You ve reached the ABC Company If you are calling from a touch tone phone and know the extension you wish to reach you can dial that extension at any time For Sales dial 1 For Support dial 3 For Accounting dial 4 If you are calling from a rotary phone or would like to speak to an operator please stay on the line and someone will assist you shortly The phone system s hook flash duration is 250 milliseconds 1 4 of a second The ABC Company wants to give callers 4 seconds to dial an extension or department and it wants all call transfers to go to a receptionist if extensions are busy or do not answer within 5 rings The receptionist is located at extension 2
17. ing from Call Management Products Inc Copyright 1994 by Call Management Products Inc Broomfield Colorado
18. necessary The telephone company may make changes in its facilities equipment operations or procedures that could affect the operation of this equipment and could make it incompatible or less compatible If this happens the telephone company will provide advance notice in order for you to make the necessary modifications to maintain uninterrupted service 6 9 If trouble is experienced with this equipment please contact your local dealer or Call Management Products Inc CMP for repair or warranty information If the trouble is causing harm to the telephone network the telephone company may request that you remove the equipment from the network until the problem is resolved Under no condition is any equipment to be sent to CMP without contacting CMP in advance for return authorization No repairs can be done by the customer This equipment cannot be used on telephone company provided coin service Connection to Party Line Service is subject to state tariffs This equipment is hearing aid compatible CallExtend User s Manual May 12 1994 Revision Call Management Products Inc reserves the right to make improvements to the product described in this manual at any time and without notice This manual is copyrighted All rights are reserved This document may not in whole or part be copied photocopied reproduced translated or reduced to any electronic medium or machine readable form without prior consent in writ
19. ng an initial 9 or 1 Note To have CallExtend Programming Call Management Products Page 21 Programming Your CallExtend Unit dial a as part of a number enter two signs in a row without a significant pause 2 An extension or phone number up to 16 digits long can be entered into CallExtend as the only number on a department list To program this enter the first eight digits of the number into Row 1 of the PAGE and enter the remainder of the number into Row 2 Rows 3 7 of the PAGE will be ignored after this When using extensions longer than 8 digits you must also enter two pound signs instead of the star in Row 0 of the PAGE L To remove an extension from a department list use a single sign to erase the contents of the appropriate Row For example to erase the contents of PAGE 2 Row 3 dial 2 3 5 CallExtend will still use the extensions before and after the empty Row on the list ENS a CallExtend does not hunt through multiple extensions on a department list If more than one extension is programmed CallExtend will transfer the first call to the first extension the one in Row 1 and the next call to the second extension Row 2 even if the first extension is available CallExtend will not send another call to the first extension until it has sent a call to each extension on the department list Page 22 Call Management Products Programming Data Display Appendix A Data Display T
20. ns for any digits dialed by the caller Calls are then routed to either a department or a direct extension If no digits are dialed or if 0 is dialed the call is routed to the receptionist s If desired CallExtend can supervise call transfers directing unanswered calls to a receptionist or it can transfer the call to the appropriate extension and then immediately exit from the call CallExtend is then free to handle the next incoming call Introduction Call Management Products Page 1 Introduction THIS PAGE INTENTIONALLY LEFT BLANK USE FOR Page 2 NOTES Call Management Products Introduction Connecting CallExtend to Your Phone System Connecting CallExtend to Your Phone System Your CallExtend Unit Your CallExtend package should contain a CallExtend unit a power transformer this manual and a Programming Guide The CallExtend unit has ports labeled PORT 1 and PORT 2 that should be connected to one or two analog extension ports on your phone system Connect a standard touch tone phone to the ADMIN port to program CallExtend The power transformer connects to the port labeled POWER and then to an A C wall outlet This manual details the procedures you should follow to connect and program CallExtend The Programming Guide provides a place to record your CallExtend programming Testing the Phone System Extension Ports Before connecting CallExtend to your phone system make sure the extension ports you a
21. o make programming easier CallExtend uses its Data display to provide information to the user Watch this display for help during programming and to see the results of a Review command The display works as follows m P When the receiver of the ADMIN phone is picked up the Data display will show P to indicate that CallExtend is in Programming Mode and is waiting for a PAGE number to be entered m A Once a PAGE number has been dialed the Data display will show A to indicate that a Row Address is needed next m C Once a Row number has been dialed the Data display will show C to indicate that a Command should be entered next remember that the Load 5 and Review 7 Command buttons on the phone must be pressed and held down until the Data display changes m d When the 5 button Load Command has been held down long enough the display changes to d indicating that CallExtend is ready to receive Data After a Review command the Data display shows the contents of the PAGE and Row specified Each digit is shown for a Reference Call Management Products Page 23 Data Display second and then the next digit is displayed Blanks are shown as small squares o an asterisk or star is shown as 11 since the display can t form the shape a pound sign is shown as c and a pause is shown as a hyphen The following chart summarizes the Data display displayed indicates Speech Mode talk into t
22. ode This field controls how CallExtend supervises call transfers CallExtend can operate in one of three modes gt Full Supervision Mode Enter 2 9 in this field to have CallExtend fully supervise call transfers looking for busy or no answer This number tells CallExtend how many rings Page 14 Call Management Products Programming Programming Your CallExtend Unit to wait for an extension to answer before transferring the call to the receptionist e g 5 means wait 5 rings Enter for 12 rings or for 16 rings To use Full Supervision Mode in phone systems that do not provide ringing sounds to CallExtend see Appendix C A Note about Full Supervision Mode CallExtend connects a call to an extension when it hears a voice answer This connection takes a moment so the first word said by the person answering the extension may not be heard by the caller gt Busy Supervision Mode Enter 1 one in this field to have CallExtend look for busy tone only If a busy tone is heard from the extension CallExtend transfers the call to the receptionist s If ringing is heard from the extension CallExtend exits the call immediately and connects the call to the extension If the extension rings and is not answered CallExtend will NOT retrieve the call and send it to the receptionist s gt Unsupervised Mode Enter 0 zero in this field to have CallExtend transfer calls without supervision CallExtend will transfer the call to t
23. oducts Page i Table of Contents Appendix C Optional Programming 5 25 Preventing Callers from Interrupting the Greeting 26 Call Supervision in Phone Systems that Don t Provide Ringing to CallExtend cceeeeeeeereeeeees 26 When PBX Conference Calling is Enabled 26 When Extensions Begin with 8 oo ceeeeeeeeeeeeeeeeeeeee 26 Having CallExtend Answer Calls after Several Rings 26 Using Separate Receptionists for Port 1 amp Port 2 27 Receptionist Numbers Longer than 8 Digits 27 Transferring Calls to Off Site Receptionists 27 Having CallExtend PAUSE while Dialing 28 Appendix D From a Caller s Point of View 29 Appendix E Troubleshooting 31 Page ii Call Management Products Table of Contents Introduction Introduction CallExtend is a two port automated attendant that answers and routes your incoming phone calls without human intervention CallExtend can be connected to one or two analog extension ports on a PBX or hybrid key phone system with hook flash call transfer capability CallExtend answers a call and plays a user recorded message inviting the caller to dial an extension or a single digit to reach a particular department CallExtend can process up to two incoming calls simultaneously While playing its message and for a period of time afterwards CallExtend liste
24. ough This means that the caller will hear ringing or busy tone while waiting for the receptionist to answer the phone The call is not put on hold while waiting for the receptionist Page 32 Call Management Products Reference Troubleshooting Appendix E Troubleshooting If you experience problems when installing CallExtend the following examples may assist you in troubleshooting CallExtend answers calls but does not play a message for the caller The voice greeting may have been erased by a power failure and should be re recorded Also check the Batt Low light on CallExtend if this light is on a new battery should be inserted in the battery backup CallExtend seems to tie up a phone line for a long period of time without transferring a call 1 Since CallExtend is on the station side of the phone system if a caller hangs up CallExtend does not disconnect the call the phone system should Check that the phone system properly disconnects hang up calls 2 If CallExtend does not have a proper receptionist extension programmed into it it will not be able to transfer callers who wait on the line to reach the receptionist e g if they are calling from a rotary phone thus these callers may be kept on the line indefinitely Verify that Rows 1 7 of PAGE 0 are programmed correctly In particular make sure that PAGE 0 Row 1 has a valid receptionist extension programmed into it The caller dials a digit but is not transf
25. re planning to connect CallExtend to are analog and are set up for call transfers To do this first program your phone system to route incoming calls to the analog extension s CallExtend will be connected to and connect a phone to one of these extensions Next make a test call from another phone that comes into the phone Connections Call Management Products Page 3 Connecting CallExtend to Your Phone System system obtain an outside phone line and call back into the phone system by dialing the number that an outside caller would use This call should ring the phone you have connected Answer the call and try to transfer it to an extension If this test transfer works then this extension port is set up properly and you can connect CallExtend to the extension If you plan to use a second extension port with CallExtend test that extension also CallExtend will not work on an extension port that is not set up for call transfers Cabling CallExtend to Your Phone System Once you have verified that call transfers work on the extension port s you plan to connect CallExtend to you are ready to connect CallExtend to these extensions using standard modular cords as shown in Figure 1 NOTE Make sure that your phone system has been set up to transfer incoming calls to the CallExtend extensions Also make sure that if both of the CallExtend ports are busy additional incoming calls will overflow to an extension that is answered by the
26. receptionist if extension Data display shows d plus extension up to 8 digits is shorter than long 8 digits Dial O 2 7 hold until Verify the extension is correct Data display changes and Page 16 Call Management Products Programming Programming Your CallExtend Unit Notes on Setting Up Receptionist Extensions 1 CallExtend does not supervise calls it sends to the receptionist It is recommended that you A enter receptionist extensions that will always be answered or B make sure the phone system will place a call on hold if the receptionist extension is busy and will not try to send this call back to CallExtend or C specify a phone system hunt group as the receptionist N Sa CallExtend does not hunt through multiple receptionist extensions f more than one receptionist extension is programmed CallExtend will transfer the first call to the first receptionist extension the one in Row 1 and the next call to the second receptionist extension Row 2 even if the first receptionist is available CallExtend will not send another call to the first receptionist extension until it has sent a call to each extension on the receptionist list Ram Enter each extension number exactly as CallExtend must dial it for the phone system to transfer the call If the phone system needs to see 70 at the beginning of a call transfer sequence enter 70 at the beginning of each extension e g enter 70212 for extension
27. res can be set to 0 zero to have CallExtend interpret the number 2 9 in Field 3 Transfer Supervision Mode to be a time period rather than a number of rings In this case Field 3 represents the amount of time in 4 second increments CallExtend will wait before transferring an unanswered call to the receptionist s Example if Field 4 is set to 0 zero a 3 in Field 3 would tell CallExtend to wait 12 4 x 3 seconds Case C Use CallExtend with phone systems that are programmed for conference calling If the conference calling feature causes an extra hook flash to be needed in regular call transfers Field 4 Call Transfer Features should be set to 3 to have CallExtend do an extra hook flash when transferring calls Case D Allow callers to dial extensions that begin with 8 If you want callers to be able to dial an extension beginning with 8 set Field 5 Accept an 8 Dialed by a Caller to the extension length 1 8 digits Case E Have CallExtend answer calls after x number of rings instead of on the first ring Program Field 6 Delayed Answer Mode to the number of times you want CallExtend to ring before it answers the call e g 4 to answer on the fourth Page28 Call Management Products Reference Optional Programming ring Set this field to O zero or 1 one to have CallExtend answer on the first ring Case F Have calls on CallExtend s Port 1 be directed to a different receptionist than calls on Port 2 Program a 1
28. rs to be able to dial 1 to reach the Sales Department 2 to reach Technical Support or directly dial any extension If your extensions all begin with either the digit 5 or 6 e g 52 54 61 68 etc then you will need to program PAGES 1 2 5 and 6 Page 12 Call Management Products Programming Programming Your CallExtend Unit Programming Commands amp Format To program CallExtend you will dial digits on a touch tone phone connected to the ADMIN port CallExtend uses two basic programming commands 5 for LOADING DATA and 7 for REVIEWING DATA CallExtend s Data Display prompts you to enter commands in the following format P A C d enter the Page enter the Row enter the enter the number to be number Command data if programmed Address to 5 Load using Load be programmed 7 Review command When using a 5 Load or 7 Review command hold the key down until the Data display changes With the Load command the Data display will show d prompting you to load data with the Review command it will begin showing the data recorded earlier You can load up to 8 digits of data with a Load command if you load fewer than 8 digits dial a pound sign to indicate you are finished entering data Use the Programming Guide supplied with CallExtend to record all data you program into the unit The following is a sample from the Programming Guide that you would use when programming PAGE 2 Row 1 Dial 2 1 5 hold until
29. s to select a department or extension and gets dial tone and the call is dropped The hook flash duration CallExtend is using when transferring calls may be too long for the phone system Change the value programmed into the first Field of PAGE 0 Row 0 to a lower value that matches the hook flash duration of the phone system Reference Call Management Products Page 35 Troubleshooting How to Reach Customer Support If you encounter problems you are not able to resolve with your CallExtend system contact your CallExtend dealer or Call Management Products Inc Broomfield Colorado at 303 465 0651 or 800 245 9933 Returning a CallExtend for Repair If you suspect that your CallExtend may need repair contact our Customer Support Department from the site where CallExtend is connected A technician will ask you some questions about the installation and will go through some tests over the phone If the Customer Support technician determines that the CallExtend needs to be returned for repair he or she will issue you a Return Merchandise Authorization RMA number CallExtend comes with a 1 year warranty on parts and labor If the manufacture date on the bottom of the CallExtend is over 12 months old a photocopy of the actual sales receipt is required to prove the purchase date Out of warranty repairs are available Page 36 Call Management Products Reference FCC Notice 1 This equipment complies with Part 15 and Part 68 o
30. t into Rows 1 7 Each extension can be up to 8 digits long to use a 16 digit extension see the following Note 2 When an extension shorter than 8 digits is entered press to indicate that you are done entering the extension number If you want to include a Page 20 Call Management Products Programming Programming Your CallExtend Unit in the actual data e g as part of an extension dial two signs in a row without a significant pause Example The ABC Company wants callers to be able to dial 6 for Sales and wants those calls to be sent to extension 417 To program this you would dial the following into the ADMIN phone Dial 6 O 5 hold until Data display shows d plus Dial O 7 hold until Verify the value just entered Data display changes and This enters a star into PAGE 6 Row 0 Next extension 417 is entered into PAGE 6 Row 1 Dial 6 1 5 hold until 417 Data display shows d plus Dial 1 7 hold until Verify the extension is correct Data display changes and Notes on Department Lists 1 Enter each extension number exactly as CallExtend must dial it for the phone system to transfer the call If the phone system needs to see 70 at the beginning of a call transfer sequence enter 70 at the beginning of each extension e g enter 70212 for extension 212 You can enter a phone number hunt group or voice mailbox number by programming the exact digits to be dialed includi
31. to Your Phone System Connecting CallExtend to Your Phone System THIS PAGE INTENTIONALLY LEFT BLANK USE FOR NOTES Connections Call Management Products Page 7 Page 8 Call Management Products Connections Programming Your CallExtend Unit Programming Your CallExtend Unit After CallExtend has been connected to your phone system it must be programmed Programming CallExtend is done by connecting a standard touch tone phone to the ADMIN port on the CallExtend unit and dialing on this phone Figure 3 Recording the Voice Greeting The user records a voice greeting up to 32 seconds in length into CallExtend This greeting generally identifies their company and invites callers to dial certain digits to reach an individual or department Sample Voice Greeting You ve reached the ABC Company If you are calling from a touch tone phone and know the extension you wish to reach you can dial that extension at any time For sales dial 1 For support dial 3 For accounting dial 4 If you are calling from a rotary phone or would like to speak to an operator please stay on the line and someone will assist you shortly Programming Call Management Products Page 9 Programming Your CallExtend Unit Single Message on Both Ports To have CallExtend play the same greeting on both Port 1 and Port 2 use the phone connected to the ADMIN port to record the greeting as follows Dial 8 and Read your greeting into the phone Hang
32. ttings into PAGE 0 These optional settings can be programmed into the various fields of PAGE 0 Row 0 NOTE If you are programming any of the fields 1 8 of PAGE 0 Row 0 you must program all the fields prior to the desired field you are programming For example if you want to change the value of Field 6 you must first program Fields 1 5 Use the following chart to record the settings you program Page 0 Row 0 Field Number 1 Dial O O 5 hold until Data display shows d plus Default Values Dial O O 7 hold until Verify the settings are correct Data display changes and See the Programming System Settings into PAGE 0 section to fill in Fields 1 3 these fields must be filled in for CallExtend to work Use the default values for Fields 4 8 unless one of the following cases applies to your installation Case A Play the entire voice greeting to every caller without allowing caller interruption Field 2 Pause Reference Call Management Products Page 27 Optional Programming Duration can be set to to have CallExtend ignore any digits that callers dial during the voice greeting After the entire greeting has been played CallExtend will wait five 5 seconds for the caller to dial digits if no digits are dialed the call will be transferred to the receptionist s Case B Fully supervise call transfers in phone systems that don t provide ringing or busy tones to CallExtend Field 4 Call Transfer Featu
33. up when done Dial 4 and Listen to the greeting When you lift the handset on the ADMIN phone CallExtend s Data display will show P for Programming Mode When you dial the Data display will change to S for Speech Mode The decimal point period after the S will begin blinking when there are only eight seconds left to record in the greeting Separate Message on Each Port To have CallExtend play a different greeting to callers who reach Port 1 than to callers who reach Port 2 use the phone connected to the ADMIN port to record the greetings as follows Dial 8 and Read your greeting for Port 2 into the phone Hang up when done Dial 4 and Listen to the Port 2 greeting Dial 1 and Read your greeting for Port 1 into the phone Hang up when done Dial 4 and Listen to the Port 1 greeting After the second message Port 1 has been recorded you will not be able to listen to the first message Port 2 from the Page 10 Call Management Products Programming Programming Your CallExtend Unit ADMIN phone in CallExtend If you want to listen to this message again call into Port 2 of the CallExtend from an outside phone line To change the Port 1 voice message at a later time you can dial 1 and speak into the ADMIN phone To change the Port 2 message you must follow the complete process shown above and re record both messages CallExtend s Programmable Memory CallExtend s memory consists of seven P
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