PhoneSuite Extension User`s Manual
Contents
1. When CallExtend is programmed single digits of information are filled into the blanks or Data Fields on each ROW of a PAGE This information tells CallExtend how to transfer calls based on what callers dial as follows PAGES CallExtend has 11 PAGES of programmable memory PAGES 0 9 and PAGE x Each PAGE 0 9 corresponds to the first digit a caller might dial e g PAGE 1 tells CallExtend how to transfer callers who dial 1 or callers who dial an extension that starts with 1 PAGE is used to store additional system settings ROWS Each PAGE of CallExtend memory has room for ten ROWS 0 9 of instruction sets detailing how to transfer calls DATA And each ROW on the PAGE can store up to eight FIELDS single FIELDS touch tone digits of DATA When you begin programming CallExtend as described in the following sections you will first program PAGES 0 and with your system settings and your receptionist extensions Then you will program each PAGE of CallExtend memory that corresponds to a first digit to be dialed by a caller Each PAGE can be programmed for direct extension dialing or single digit dialing from a menu Last of all you will program your voice messages For example If you want to have callers dial directly to extensions 100 199 where each extension starts with a 1 you will program PAGE 1 of CallExtend with the2. see Appendix B Case F Do not use a digit that corresponds to a PAGE you are using e g do not use 9 if you are using PAGE 9 Recording a PAGE MESSAGE A PAGE MESSAGE is a second level voice message that can be played to callers who dial a single digit from the main greeting A different PAGE Message can be recorded for each PAGE of CallExtend s memory PAGES 1 through 9 All PAGE Messages should be recorded right AFTER the Main Greeting s The applications for this type of message are endless but fall into two main categories described next 1 An Informative Message such as this example Example In their Main Greeting the ABC Company has told callers to dial 6 to hear their address This address message is programmed into PAGE 6 ROW 7 by dialing on the ADMIN phone as follows 30 Page 6 Row7 Dial 6 7 Say Our office is located at 123 Main St Anytown USA Hang up when done Dial 6 7 o Listen to the message If you are not satisfied with it erase it by dialing 6 7 and holding down 4 until the display returns to P then re record 2 A Second Level Menu Message such as Example In their Main Greeting the ABC Company has told callers to dial 4 for Technical Support DATA programming for this example was done on Page 24 of this manual The second level menu message would be recorded into PAGE 4 ROW 7 by dialing on the ADMIN phone as follows Page 4 Row7 Dial 4 1 Say For assis
3. 2 minutes of digital voice storage on each port Different main greetings can be recorded for each port in all models if desired All voice storage is for outgoing messages only and is not designed for voice mail All three models of CallExtend allow you to record Four Types of Voice Messages to be heard by the calling party MAIN GREETING This is the initial message played to all callers when CallExtend answers the incoming call PAGE MESSAGE This is an optional message that will play to callers who dial a specific digit in response to the main greeting Each PAGE 1 9 of CallExtend memory can have a voice message associated with it This is useful for informative messages such as directions to the company or for a message prompting callers to dial from a second level menu TRANSFER MESSAGE This is an optional message that will play to callers after they have finished dialing but before the call is transferred to an extension This message will play after the MAIN GREETING and after any PAGE MESSAGE that might be recorded This can be used for messages such as Please hold while I try that extension BUSY DON T ANSWER BDA MESSAGE This message plays to callers if the extension the caller tried to reach is busy or doesn t answer and CallExtend is in Supervised Mode see page 25 10 The message plays after the unsuccessful call transfer attempt but before the call is transferred to the receptionist A s
4. CallExtend Unit Your CallExtend package contains a CallExtend unit a power transformer this User s Manual and a Programming Guide The CallExtend unit has ports labeled PORT 1 and PORT 2 that are connected to 1 or 2 analog extension ports on your phone system A standard touch tone phone 2500 set connects to the ADMIN port for programming 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 Call Extend The Programming Guide provides a place to record your programming Testing the Phone System Extension Ports IMPORTANT Before connecting CallExtend to the extension ports of your phone system make sure that the ports are analog and that they will perform incoming call transfers To test the analog port s first program your phone system to route incoming calls to the port s CallExtend will be connected to Then connect a standard touch tone phone to one of these extensions From another phone obtain an outside phone line and make a test call into the phone system This call should ring the phone you have connected Answer the call and try to transfer it to an extension by hand If this test transfer works CallExtend will operate properly on this port If you plan to use a second extension port with CallExtend test that port as well CallExtend will not work on extension ports that will not perform c
5. K Have CallExtend detect a different Calling Party Abandon Many phone systems will pass through a signal to the extension handling an incoming call to indicate a call has been abandoned hung up by the calling party After the main greeting has finished playing CallExtend will look for dial tone and or an interruption in loop current passed through to it as an indication that the calling party has hung up during the greeting If CallExtend detects either of these it will return to an idle state without sending the call to the receptionist There is no adjustment required for CallExtend to recognize dial tone as a calling party abandon signal but there may be an adjustment needed for CallExtend to recognize the length of current interrupt passed through to it as an abandon signal This is controlled by Field 2 of PAGE 0 ROW 0 as follows E Entering a digit 0 9 in Field 2 of PAGE 0 ROW 0 will cause CallExtend to look for dial tone or an interrupt duration of 400 ms as a call abandon If CallExtend doesn t see either of these it will pause the number of seconds corresponding to the digit programmed to allow the caller to dial and then transfer the call to the receptionist if nothing is dialed E Entering a character in Field 2 of PAGE 0 ROW 0 will cause CallExtend to look for dial tone or an interrupt duration of 80 ms as a call abandon If 41 CallExtend doesn t see either of these it will pause 5 seconds to allow the caller t
6. and ROW specified Each digit is shown for a second and then the next digit is displayed Blanks are shown as o small squares an asterisk or star is shown as If since the display can t form the shape a pound character as c anda 35 pause as a dash or hyphen If an error occurs during programming CallExtend beeps and shows three lines The following chart summarizes the Data display waiting for a PAGE number to be entered ae aa C e ang fr COMMAND teened a wang DATA oened 5 Speech Mode talk into the Admin phone to record a voice message E E F 98 100 of voice storage remains in a Review Data Command indicates the digit displayed is stored in memory in a Review Voice Message Command indicates amount of voice storage still available for use NOTE In normal operation when the Admin Phone is hung up and CallExtend is answering calls CallExtend will display digits as callers dial them and as CallExtend dials them when transferring calls This display is useful for reference when trouble shooting problems and is intended for use primarily by technical support personnel 36 Appendix B Optional Programming Some applications require additional system settings beyond the basic ones detailed in the section Programming System Settings PAGE 0 ROW 0 These optional settings are programmed into the various fields of PAGE 0 ROW 0 and PAGE x ROW 0 and they are descri
7. begin with either 1 or 2 100 110 200 etc program PAGES 1 and 2 as shown PAGEI Dial 1 O 5 3 F Dia 1 O Verify the display shows 3 PAGE2 Dial 2 0O E 3 Dial 2 O Verify the display shows 3 19 Special digit dialing If your phone system requires that special digits be dialed in front of an extension number when transferring calls you should enter the special digits AFTER the extension length when programming ROW 0 of the PAGE S For the extension length you should enter the total of the special digits and the number of digits in the extension CallExtend will insert the special digits in front of the extension a caller dials Example The ABC Company uses extensions that begin with 5 and are three digits long e g 503 515 532 etc In order to transfer a call their phone system requires that 70 be dialed before the extension number CallExtend would be programmed as follows PAGES Dial 5 O 6 70 Dia 5 O Verify the display shows 6 Ii 7 0 If your phone system requires that special digits be dialed after the extension number when transferring calls you can enter these special digits on ROW 1 of the PAGE S Do not include these digits in the total extension length programmed into ROW 0 Example The CBA Company uses extensions that begin with 2 and are three digits long e g 201 210 222 etc In order to transfer a call their phone system requires that 1 be dialed af
8. calling party abandon signal 12 Programming Receptionist Extensions There are three types of receptionist extensions that can be programmed into CallExtend MAIN RECEPTIONISTS Up to four receptionist extensions can be programmed into PAGE 0 ROWS 1 4 to serve as the main receptionists Calls will be directed to the main receptionist s if the caller dials 0 during or after the main greeting does not dial anything or dials an invalid digit BUSY DON T ANSWER BDA RECEPTIONISTS Up to four receptionist extensions can be programmed into PAGE ROWS 1 4 to serve as BDA receptionists Calls will be directed to the BDA receptionist s if the original extension the call is transferred to is busy or doesn t answer and CallExtend is in supervised mode see page 10 PAGE RECEPTIONISTS A single receptionist extension can be programmed into each PAGE 1 9 ROWS 8 9 to serve as a receptionist for calls handled by that PAGE This field allows a different receptionist to be used for each category of calls e g calls where the caller dials 1 for sales from the main greeting can go to one receptionist and calls where the caller dials 2 for technical support can go to another These three types of receptionist extensions are described in detail next 149s Programming the Main Receptionist s At least one Main Receptionist extension must be programmed into PAGE 0 ROW 1 of CallExtend Up to four Main Recept
9. for an extension to answer before transferring an unanswered call to the receptionist s Example if PAGE 0 ROW 0 s Field 4 is set to 1 one a 5 in Field 3 would tell CallExtend to wait 20 4 x 5 seconds Case B Disconnect supervised calls if the desired extension is busy or doesn t answer instead of transferring the caller to the receptionist CallExtend will play the Busy Don t Answer Message e g that extension is not answering please try again later and then disconnect the caller To use this option put a 1 one in Field 1 of PAGE ROW 0 and set Field 3 of PAGE 0 ROW 0 to the number of rings 2 9 CallExtend should hear from an extension before declaring the call unanswered If desired you can have calls to a busy extension be disconnected but have calls to ringing extensions be cut through without further supervision by CallExtend to do this put a 1 one in both of these fields To also have callers who don t dial anything at the main greeting hear the BDA Message and be disconnected enter a 1 one in Field 2 of PAGE ROW 0 Case C Disconnect callers who don t dial at the Main Greeting Callers who do not dial anything in response to CallExtend s main greeting can be disconnected rather than being transferred to the receptionist This option can be used to force callers to dial a choice it is also useful in phone systems where callers frequently hang up at the main greeting but the phone system do
10. inplace of the 1 shown above Different greetings are sometimes used in shared office environments or when separate day night modes are used in the phone system In addition to using separate greetings you can direct the calls answered by Port 1 to a different receptionist than the calls answered by Port 2 to do this see Appendix B Case H To RECORD and REVIEW the main greeting for Port 1 you would dial the following on the ADMIN phone 29 Dia O 7 2 Speak into the Admin Phone to record the greeting hang up when done Dial O 7 O Listen to the greeting If you are not satisfied with this message erase it by dialing 0 7 and holding down 6 until the display returns to F then repeat the above step to re record Then to RECORD and REVIEW a different greeting on Port 2 you would dial Dia 0 7 3 Speak into the Admin Phone to record the greeting hang up when done Dial O 7 Listen to the greeting If you are not satisfied with this message erase it by dialing 0 7 and holding down 8 until the display returns to F then repeat the above step to re record Repeating the Main Greeting You can designate a particular digit 1 9 or or as a repeat digit Ifa caller dials this digit at any time during or just after a message they will hear the message played again from the beginning By default the repeat digit is e g Dial to hear this message again To use a different digit or to turn off the repeat function
11. instructions for direct extension dialing If you want to have callers dial the single digit 2 to reach extension 100 you will program PAGE 2 with the instructions for CallExtend to dial 100 If you want to have callers dial a 3 to reach a second level menu you will program PAGE 3 with this second level menu The CallExtend Programming Guide included with this manual has a separate sheet for each PAGE of CallExtend s memory for you to record your programming entries as you progress through this manual Programming Format for Data To program CallExtend you will dial digits on a touch tone phone connected to the ADMIN port You will dial in the format PAGE ROW COMMAND DATA in response to the prompts shown on the display paj a Z l 4 I L cl Enter the Enter the ROW Hold down the Enter the DATA PAGE number number to be COMMAND key 5 if using the to be programmed Enter Data 7 Review Enter Data programmed Data for a full second command When you first lift the ADMIN phone handset CallExtend will prompt you with a P asking for the PAGE number you want to program After you dial this it will show an r to request the ROW number Next it will show a C to request the COMMAND There are two Data Commands Voice Commands are described later in the manual 5 ENTERS Data into a ROW on a PAGE 7 REVIEWS Data in a ROW ona PAGE Each COMMAND digit dialed on the ADMIN phone must be held down for at least one full se
12. the phone system s hold recall timer so it is longer than the number of rings CallExtend is set to supervise see page 10 to set the number of rings CallExtend supervises CallExtend answers calls but does not play any messages to the caller The voice messages may have been erased by a power failure Use the Erase All Messages command dial O 7 and hold down 9 until the Data display returns to P and then re record the messages in the order described on page 26 Also check the Batt Low light on CallExtend if this light is on a new battery should be inserted in the battery backup prior to re recording the messages CallExtend allows calls to be transferred but the Transfer Message and or BDA Message are not being heard by the caller These messages may have been re recorded after they were originally recorded without being erased first Whenever you re record a message you must first erase the old one Use the Erase All Messages command dial O 7 and hold down 9 until the Data display returns to P and then re record the messages in the order described on page 26 A voice message stops part way through or messages are heard at the wrong time but the call is transferred 1 The voice message indexes may have been corrupted causing CallExtend to not know where each message begins and ends Use the Erase All Messages command dial O 7 and hold down 9 until the Data display returns to P and then re record the messages in the orde
13. wants those calls to be sent to extension 117 To accomplish this you would program PAGE 3 by dialing the following on the ADMIN phone 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 extension in ROW 1 and the next call to the extension in Page 3 Row0 Dia 3 0 fsb ROW 2 even if the first extension is available If you want calls to be sent to Dial 3 0 7 Verify the display shows a hunt group program the hunt group extensions into the phone system and only the starting extension of the hunt group into CallExtend This enters a star into PAGE 3 ROW 0 Next extension 117 is entered 21 Second Level Menu Transfers Up to nine Second Level Menus can be programmed in CallExtend to allow each caller who dials a single digit from the Main Greeting to get an 1 Additional menu of single digit dialing choices OR 2 Information message such as directions to the company or office hours A second level menu is programmed on the PAGE of CallExtend memory that corresponds to the single digit the caller dials from the Main Greeting c g PAGE 3 if 3 is dialed from the Main Greeting In ROW 0 of that PAGE program the appropriate value from the following chart to fit your application Sets this PAGE up as a second level menu with up to six choices where each choice directs the call to an extension up to
14. 3 of PAGE ROW 0 to the digit 1 9 or to be used as the Repeat Character Whenever callers dial this digit during or right after a message that message will be played again from the beginning Do not select a digit that you have also programmed as a PAGE or that PAGE will not work e g if PAGE 6 is programmed do not use 6 as the Repeat Character If this field is set to 0 zero the repeat function will be turned off and there will be no Repeat Character If this field is not programmed the Repeat Character will be set by default to x Case G Direct calls to a receptionist extension longer than 8 digits or to an outside phone number This field affects both the Main Receptionists entered into PAGE 0 and the BDA Receptionists entered into PAGE x First in ROW 0 of PAGE 0 program a character into Field 7 dial to enter a character into this field Then program the receptionist extensions into PAGES 0 and x as follows In ROW 1 enter the first 8 digits of the extension or phone number In ROW 2 enter the remainder of the number After this CallExtend will direct calls to this 39 receptionist to the complete number entered into ROWS 1 and 2 In this case only one receptionist can be entered into PAGE 0 and one receptionist into PAGE x NOTE When using an outside phone number as the receptionist you may need to modify Field 8 of PAGE 0 ROW 0 If CallExtend dials an outside phone number and then immediately ex
15. 8 digits long Callers will dial a single digit 1 6 to select the desired choice from the second menu Sets this PAGE up as a second level menu with up to three choices where each choice directs the call to an extension up to 16 digits long Callers will dial 1 3 or 5 to select the desired choice from the second menu Allows you to have an information voice message rather than a second menu of dialing options Callers will hear this second voice message and then be disconnected With a 9 or 0 programmed into ROW 0 of this PAGE callers will first dial the appropriate single digit from the Main Greeting and then hear a second voice message prompting them to dial another single digit 1 6 or 1 3 or 5 The extensions to be reached by this second level of dialing are entered next If 9 is programmed in ROW 0 you will program ROWS 1 6 of this PAGE with the extensions callers will reach by dialing the second single digit 1 6 The digit dialed is the ROW number e g the extension programmed in ROW 2 of the PAGE is 23 reached by callers dialing 2 when they hear the second level menu message Each extension can be up to 8 digits long If 0 is programmed in ROW 0 enter the first 8 digits of each extension in the ROW that corresponds to the digit callers will dial 1 3 or 5 and enter the remainder of the extension in the next ROW e g if callers will dial 3 enter the first 8 digi
16. Command 26 Programming Commands for Voice Messages Just as the digits 5 and 7 are used to ENTER data into CallExtend and to REVIEW it other digits are used to RECORD REVIEW and ERASE voice messages The following table shows the Voice Recording Commands and their function The most commonly used commands are shown in bold type RECORDS Message for Both Ports at PAGE ROW RECORDS Main Greeting for Port 1 only use from PAGE 0 ROW 7 RECORDS Main Greeting for Port 2 only use from PAGE 0 ROW 7 ERASES Message from Both Ports at PAGE ROW ERASES Main Greeting from Port 1 only use from PAGE 0 ROW 7 ERASES Main Greeting from Port 2 only use from PAGE 0 ROW 7 ERASES ALL voice messages use from PAGE 0 ROW 7 REVIEWS Message on Port 1 at PAGE ROW owownon Ff WD PB REVIEWS Message on Port 2 at PAGE ROW Each voice message is programmed into a particular PAGE and ROW location The Main Greeting Transfer Message and the Busy Don t Answer BDA Message are all programmed into PAGE 0 in the ROWS shown in the following chart The PAGE Messages are programmed into ROW 7 of the PAGES that correspond to the first digit the caller will dial from the Main Greeting PAGE Message 1 9 Transfer Message 0 6 27 Erasing and Re Recording Voice Messages Prior to recording your CallExtend messages you should note the following If you want to change a message after you have recorded it you must use the ERASE
17. The caller will hear what the phone system puts out to a caller on hold e g music or silence In some phone systems ringing will not be sent to the extension originating a call transfer In this case CallExtend can be programmed to wait for a period of TIME before transferring to a receptionist rather than to listen for ringback See Appendix B Case A for this programming FIELDS 4 7 Optional System Programming PAGE 0 ROW 0 has five additional fields that can be programmed for various optional settings In addition PAGE ROW 0 contains optional system settings All of these are covered in depth in Appendix B Optional Programming See this appendix for additional system settings such as how to Use Supervised Disconnect to disconnect callers who go to an extension that is busy or doesn t answer rather than transferring them to the receptionist Control whether callers who don t dial anything from the main greeting are transferred to the receptionist or are disconnected Have CallExtend answer calls on greater than 1 ring 11 Have CallExtend pause during dialing Transfer calls to an off site receptionist Designate a digit callers can dial to replay the voice greeting Direct calls answered by CallExtend s Ports 1 amp 2 to different receptionists Use an extra hook flash during call transfers required by some phone systems conference calling features Have CallExtend detect a different
18. This is a blank page This is a blank page TABLE OF CONTENTS IntKOduction c ccsceceeiccesseetecenscatecesscatacenceatecesscateetecetesesseatedenesstedeacentecnndents 1 Connecting CallExtend to Your Phone System ccccesscesseesreeeeeeneeeeees 2 Your Calle x tend Unite sods e a T E N wietecs 2 Testing the Phone System Extension Ports 0 ccesceesecesececeeececeeeceseceneeneeees 2 Cabling CallExtend to Your Phone System cccccccecsssessseeeseeeeseeesseeeesaes 3 Inserting the Battery Backup cccccecsscesseceeseceeneeeeseecseeeeseneeeneeesseeensneenes 4 Understanding CallExtend Programming 0 ccccccccssceesceeseeeeseeeeseenes 5 CallExtend s Programmable Memory cccscccessceesceeseeeeseeesseeeeeeesteeenseees 5 Programming Format for Data seiere ere ele er R 7 Programming System Settings PAGE 0 ROW 0 oaeee 9 Hook Flash Duration ceceeccesscssccesseeseeeseeeceececcecceeseeseeseeseeeeeeeeeeeeeeeeees 9 Pause between Greeting amp Transfer ccccccccccssceessscssceeseneeeeteeesneeesseeenseeenes 10 Transfer Supervision Modes cccescessceseeeseceseceseceseceseceseceaeceaeeeaeeeaeeeaeees 10 Optional System Programming ccccccessceeseceeseeeeseeeseeeeeeseeeeeeesseeeneneene 1 Programming Receptionist Extensions cceccescceseceneceneceeeeseeeneeeseees 13 Programming the Main Receptionist s c cccsseesseeeseeessceeeeeseeeeseeensree
19. age Storage ccccccsscessseccessseeeseeeeseecsseeeseeeesteeenaeees 32 Appendix A Data Display ce cececcesceesceeseeeseeeeeeeececseeeeeeseeseeeeeeeeneeeees 35 Appendix B Optional Programming 0 0 0 ceceeceeeceeeeeesceeeeeeeeeeeeeeeneeees 37 Call Supervision in Phone Systems that Don t Provide Ringing to CANTER CCH ea a R E AEE ARAR 38 Disconnecting Busy Unanswered Call Transfers cecesseesseeseesreesreeeees 38 Disconnecting Calls Where the Caller Doesn t Dial Anything 0 38 When PBX Conference Calling is Enabled eee eeccceesseeeereeeeteeeeseeeneees 39 Having CallExtend Answer Calls after Several Rings 0 ceeeeseeseeeeeenees 39 Selecting a Digit to Repeat Messages When Dialed 0 0 0 0 ce eeceeceeeeeeeeeeees 39 Receptionist Numbers Longer than 8 Digits c cccscesssseeeseeeeseeeeseeeeseene 39 Transferring Calls to Off Site Receptionists ee ceseeseeseeseeeseeeneeeneeesees 39 Using Separate Receptionists for Port 1 amp Port 2 oo eeceeteeereeeeeeeeeeeeeeees 40 Having CallExtend PAUSE while Dialing eee eeeeeeeeeeeseeeneeenreesees 40 Having CallExtend Hook Flash between Dialed Digits cee eeeeeeeeeees 41 Having CallExtend Detect a Different Calling Party Abandon 0 41 Appendix C Troubleshooting 0 0 0 cc ccceecceeceesceeseeeeceeeeeeeeeeeeeeseeeneeeneenes 43 Introduction Connecting CallExtend to Your Phone System CallExtend is a
20. aled extension is busy or does not answer gt Busy Only Supervision Enter a 1 one in Field 3 to select this mode In this mode if CallExtend detects a busy tone from the extension it is transferring the call to it will retrieve the call and transfer it to the receptionist If ringing is heard from the extension CallExtend will connect the call through to the extension and exit immediately If the extension rings and is not answered CallExtend will NOT retrieve the call and send it to the receptionist gt Full Supervision In this mode CallExtend will fully supervise call transfers looking for both busy and no answer conditions To select full supervision 10 mode enter a digit 2 9 in Field 3 representing the number of rings CallExtend should hear before declaring the call unanswered and transferring it to the receptionist Enter for 12 rings or a character dial to enter a character into this field for 16 rings CallExtend will send calls transferred to busy extensions directly to the receptionist without delay Hints on Full Supervision Mode CallExtend will connect a call through to an extension upon hearing a voice answer This connection may take a moment so the first word s said by the answering party may not be heard by the caller While CallExtend is supervising the call transfer the phone system will have the call in an On Hold status so the calling party may NOT hear ringing or busy tone
21. all transfers oF Cabling CallExtend to Your Phone System After testing the phone system s analog extension ports you are ready to connect CallExtend to these extensions Use standard modular cords with RJ11C connectors as shown in Figure 1 Your phone system should be programmed to route incoming calls to the extension port s CallExtend is connected to incoming phone lines eL peas Figure 1 Note Typically if both ports of CallExtend are to be used incoming calls should be routed first to the phone system extension that is connected to CallExtend s Port 1 Calls should then hunt to the phone system extension connected to CallExtend s Port 2 Do not have each incoming call ring simultaneously to both of the phone system extensions that CallExtend is connected to Inserting the Battery Backup A standard 9 volt battery can be inserted on the back of the CallExtend unit to prevent loss of the voice messages during power failures see Figure 2 CallExtend stores all of its programmed settings except the voice messages in non volatile RAM so these settings are not erased when there is a power failure Insert one 1 9 volt battery into the battery holder on the back of CallExtend Back view of CallExtend Figure 2 If the battery runs out or if no battery is inserted in CallExtend CallExtend will only lose the voice messages when there is a power failure Once power i
22. ample message is That extension is not available right now your call is being transferred to the receptionist The following chart shows the organization of CallExtend s voice storage Although digital CallExtend s voice storage is comparable to a cassette tape and all your messages must be recorded in this order MAIN PAGE 1 PAGE 9 TRANSFER BDA GREETING MESSAGE MESSAGE MESSAGE MESSAGE IMPORTANT If you need to re record a message you must first ERASE the old message and then record the new one in its place Note that only the last message you recorded can be erased and re recorded If you need to re record an earlier message erase all messages and re record them all in the order shown above Programming Format for Voice Messages CallExtend s voice messages are recorded the same way other programming is done by using a standard touch tone phone on the ADMIN port The format for voice programming is PAGE ROW COMMAND SPEECH Now instead of entering DATA after a COMMAND you will speak into the ADMIN phone handset The COMMAND digit will still need to be held for at least one second until the Data display changes to 5 then release the command digit and begin recording or listening pa i Z r rc L 5 Enter the Enter the ROW Hold down the Speak into the PAGE number number to be COMMAND key see Admin phone if to be programmed Table of Commands using Record programmed for a full second
23. bed in the cases in this Appendix If none of the cases in this Appendix applies to your installation you need only program Fields 1 2 amp 3 of PAGE 0 ROW 0 as described on pages 9 11 the default values for the other fields will be used by CallExtend automatically When you review the data after entering it you will see blanks a for the fields you didn t program Record your PAGE 0 ROW 0 settings here To program dial on the Admin Phone 1 2 3 4 5 6 7 8 Field Numbers Dial O O 5 0 0 0 0 0 Default values Dial O 0 7 Review the DATA to make sure it s correct Record your PAGE x ROW 0 settings here To program dial as shown 1 2 3 Field Numbers Dial 0 5 0 0 Default values Dial 0 7 Review the DATA to make sure it s correct 37 NOTE To program any of the optional settings in a ROW program all the fields in that ROW See pages 9 11 to program Fields 1 3 of PAGE 0 ROW 0 use the default values shown for the other fields unless one of the cases in this Appendix indicates otherwise Case A Fully supervise call transfers in phone systems that don t provide ringing or busy tones to CallExtend Field 4 of PAGE 0 ROW 0 can be set to 1 one to have CallExtend interpret the Transfer Supervision Mode field see page 10 to be a time period rather than a number of rings In this case PAGE 0 ROW 0 Field 3 represents the amount of time in 4 second increments CallExtend will wait
24. ble for use 4 35 44 isavailableforuse 3 14 is available foruse 0 02 isavailableforuse g A 9 8 80 89 i T 65 79 i 6 55 64 isavailableforuse 4 3544h i o2 i E i 33 34 Appendix A Data Display To 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 Data 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 r Once a PAGE number has been dialed the Data display will show r to indicate that a ROW is needed next m Cf Once a ROW number has been dialed the Data display will show C to indicate that a COMMAND should be entered next remember that command keys must be pressed and held down for at least one full second until the display changes before being released m d When the 5 key Enter Data Command has been held down long enough the display changes to d indicating that CallExtend is ready to receive DATA m 5 When the 1 2 or 3 key Record Voice Message Command has been held down long enough the display changes to 5 indicating that CallExtend is recording your SPEECH message After a Review Data Command the Data display shows the contents of the PAGE
25. command to remove this message before you can re record it This is true even if you record a message of silence for example you dial the command to record a message and then hang up without speaking If you want to change a message at a later time after recording other messages you can only do so by deleting ALL of the messages as shown below and then re recording them all in the order shown on page 26 The Erase All Messages command should also be used in the two following cases 1 If you receive repeated errors where you hear a beep and see on the display while trying to record voice messages the voice message addresses have been corrupted Use the Erase All Messages command to clear the voice memory and then re record all of your messages in the order shown on page 26 2 If your voice messages have been lost due to a power failure without sufficient battery backup use the Erase All Messages command prior to re recording To erase all messages dial as shown on the Admin Phone the 9 should be held down until the Data display returns to P Dial O 7 Q This will clear all of the voice messages so new ones can be recorded To erase just the last message you recorded so it can be re recorded use the Erase Commands listed in the chart on page 27 and dial on the Admin Phone in the following format PAGE number 0 9 ROW number 5 7 ERASE command 4 6 8 or 9 As with all other CallExtend commands the ERASE command di
26. cond to be considered a legal command by CallExtend For example When entering DATA into a ROW you must hold down the 5 key Enter Data Command until a d appears on the display When you use the Review Data command the DATA currently stored in this ROW of the PAGE will be displayed after the 7 key has been held down long enough Command keys are highlighted in gray in this manual to help them stand out from other digits you dial Note When using the Enter Data command to enter fewer than 8 characters of DATA dial a single sign at the end of the data to indicate you re done For more information on CallExtend s display see Appendix A For example To program PAGE 1 you would lift the ADMIN phone handset look for P on the CallExtend display and Dial 1 to program PAGE 1 CallExtend will next show r Dial O to program ROW 0 CallExtend will next show L Dial 5 the COMMAND to enter DATA hold the 5 down until you see d Dial x where x corresponds to the DATA you want to enter Dial if you enter fewer than 8 digits of DATA NOTE If you pick up the handset of the Admin Phone and do not see a P there may be a call in progress You cannot program CallExtend while it is in the process of handling a call Wait until the call has been transferred and then pick up the Admin Phone to enter programming mode While CallExtend is in programming mode it will not answer incoming calls To resume normal operation hang up
27. d the following examples may assist you in troubleshooting Call Transfer Problems Calls are not being transferred and touch tone digits are heard by the caller 1 The hook flash duration setting in CallExtend may be too short for the phone system Check the Hook Flash Duration Field see page 9 to make sure it is set to correspond to the hook flash duration setting in the phone system 2 Make sure that the phone system analog ports CallExtend is connected to are programmed to allow hook flashes and call transfers To test this see page 2 3 Make sure CallExtend has been programmed to dial any prefix digits that are needed in front of extension numbers when transferring calls as well as any digits needed after the extension The caller dials to select a department or extension and the call is dropped without touch tone digits being heard The hook flash duration CallExtend is using when transferring calls may be too long for the phone system See page 9 to set this field to match the hook flash duration setting in the phone system The caller dials a single digit but is not transferred to an extension Make sure that ROW 0 on that single digit s PAGE is set to star Also review the data in ROWS 1 6 on the PAGE to make sure that the desired extensions have been programmed correctly 43 A call is transferred to an extension but that extension only rings briefly before the call is transferred to the receptionis
28. e correct Dial 1 9 7 toreview the digits you entered amp make sure they re correct This PAGE Receptionist would then be used for calls where the caller dialed 1 from the Main Greeting but the extension originally tried was busy or didn t answer To program additional PAGE Receptionist extensions dial as shown above however replace the PAGE number the first digit to be dialed with the PAGE number being programmed 16 Hints on Receptionist Extensions CallExtend does not supervise calls sent to the receptionist You should either program receptionist extensions that will always be answered or specify the starting extension of a phone system hunt group as the receptionist CallExtend does not hunt through multiple receptionist extensions If more than one receptionist extension is programmed into PAGE 0 or PAGE x ROWS 1 4 CallExtend will transfer the first call to the first receptionist extension in ROW 1 and the next call to the second receptionist extension ROW 2 even if the first receptionist is available If you need to have calls be sent to multiple receptionists it is often better to set these receptionists up as a phone system hunt group 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 receptionist extension e g enter 70212 fo
29. es not pass through call abandon signals see Case K To set CallExtend this way set Field 2 of PAGE x ROW 0 to 2 Note that this field can be used with any type of call supervision set Field 3 of PAGE 0 ROW 0 to full supervision busy only supervision or no 38 supervision as desired and turn Supervised Disconnect see Case B on or off as desired Callers who dial including those who dial 0 or who dial an invalid selection will have their calls supervised as desired while callers who do not dial anything in response to the main greeting will be disconnected at the end of the main greeting without any further messages Case D Supervise calls on phone systems that are programmed for conference calling If the phone system s conference calling feature requires that an extra hook flash be used to retrieve a call for a second transfer Field 5 of PAGE 0 ROW 0 should be set to 4 In this case CallExtend will do an extra 4 hook flash when transferring busy unanswered calls to the receptionist Case E Have CallExtend answer calls after x number of rings instead of on the first ring Program Field 6 of PAGE 0 ROW 0 to the number of times you want CallExtend to ring before it answers the call e g 4 to answer on the fourth ring Set this field to 0 zero or 1 one to have CallExtend answer on the first ring Case F Select a digit for callers to dial to repeat the message they last heard Program Field
30. g string normally at each spot you want CallExtend to pause while dialing enter a pause character by dialing on the ADMIN phone a single sign followed immediately by a single without a significant delay The pause counts as a single digit and uses one space in Call Extend s memory when reviewing data you will see a dash 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 a AQ character If a pause is added after the initial 8 9 0 or character CallExtend will pause a total of 4 seconds before dialing the next digit Case J Have CallExtend hook flash in between dialed digits CallExtend can be programmed to hook flash in between digits when dialing an extension This is a rare application used by only a few ACD and Centrex applications and a very few phone systems In this case program the dialing string normally at each spot you want CallExtend to do a hook flash while dialing enter a hook flash character by dialing 8 on the ADMIN phone a single sign followed immediately by a single 8 without a significant delay The hook flash character counts as a single digit and uses one space in CallExtend s memory when reviewing data you will see an F for each hook flash character Note CallExtend will still use its normal hook flashes when transferring calls these do NOT need to be programmed Case
31. git must be held down for at least one full second until the CallExtend display returns to 7 28 Recording the MAIN GREETING The Main Greeting will be heard by all callers when CallExtend answers the incoming call This greeting generally identifies your company and invites callers to dial an extension or dial a single digit from a menu Main Greeting Example You have reached the ABC Company If you know your party s extension you can dial it at any time For Sales dial 3 for Technical Support dial 4 and for our address dial 6 If you do not have a touch tone phone or if you would like to speak to an operator please stay on the line and someone will assist you shortly To repeat this message dial The Main Greeting is programmed on PAGE 0 ROW 7 You can either record the same greeting for both Ports 1 amp 2 of CallExtend or record a different greeting for each port To record the same greeting on both CallExtend ports you would dial the following on the ADMIN phone Dia O 7 1 Speak into the Admin Phone to record the greeting hang up when done Dial O 7 O Listen to the greeting If you are not satisfied with this message erase it by dialing 0 7 and holding down 4 until the display returns to F then repeat the above step to re record highlighted digit Hold this key until the display changes to 5 Different Main Greetings can be recorded on CallExtend s Port 1 amp 2 by using the COMMANDS 2 and 3
32. ionist extensions can be program med into PAGE 0 ROWS 1 4 Calls will be transferred to the Main Receptionist extension if 1 The caller does not dial anything within the time limit programmed on PAGE 0 ROW 0 Field 2 2 The caller dials a digit not recognized by CallExtend 3 The caller dials a 0 during or after the voice greeting To program the first receptionist extension into PAGE 0 ROW 1 lift the handset on the ADMIN phone and dial as follows Dial 5 plus an extension up to 8 digits long if less than 8 dial when done Dial 7 O 1 01 highlighted digit Hold this key down until the display changes to review the extension you entered amp make sure it s correct Each extension can be up to 8 digits long to use an extension longer than 8 digits see the following Hints on Receptionist Extensions section When programming an extension shorter than 8 digits press a single sign to indicate that you are done entering the extension number If you want to include a as part of an extension dial two signs right in a row in the appropriate place in the extension To program additional receptionist extensions into PAGE 0 ROWS 2 4 dial as shown above However replace the ROW number the second digit to be dialed with the ROW number being programmed See the following Hints on Receptionist Extensions section for information on how CallExtend works when multiple receptionists are pr
33. ities 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 If trouble is experienced with this equipment please contact your local dealer or Call Management Products Inc CMP 510 Compton Street Suite 102 Broomfield Colorado 80020 303 465 0651 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 7 No repairs can be done by the customer 8 This equipment cannot be used on telephone company provided coin service Connection to Party Line Service is subject to state tariffs 9 This equipment is hearing aid compatible 48 CallExtend User s Manual Rev 98A1020 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 c
34. its the call some phone systems will not connect the caller to the outside phone line If this is the case program Field 8 to the number of seconds 1 9 CallExtend should stay on the line after dialing the receptionist s number before it exits the call and connects the caller through This setting will affect BOTH the Main and BDA Receptionists but not the PAGE Receptionists As an alternative to setting this field you can add pauses to the end of the phone number you program see Case I for this Case H Have calls answered by CallExtend s Port 1 be directed to a different receptionist than calls answered by Port 2 This field affects both the Main Receptionists entered into PAGE 0 and the BDA Receptionists entered into PAGE x Program a one into Field 7 of PAGE 0 ROW 0 and then program the receptionist extensions for both PAGES 0 and as follows In ROW 1 enter the extension to serve as receptionist for CallExtend s Port 1 up to 8 digits Enter any remaining digits in ROW 2 if none leave ROW 2 blank In ROW 3 enter the receptionist extension for CallExtend s Port 2 up to 8 digits Enter any remaining digits in ROW 4 if none leave ROW 4 blank Case I Have CallExtend PAUSE while dialing CallExtend can be programmed to pause between or after 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 dialin
35. mber the second digit to be dialed with the ROW number being programmed See the following Hints on Receptionist Extensions section for information on how CallExtend works when multiple receptionists are programmed 15 Programming PAGE Receptionists A single PAGE Receptionist extension up to 16 digits long can be programmed for each PAGE 1 9 of CallExtend s memory The extension is programmed into ROWS 8 9 of that PAGE If no PAGE Receptionist is programmed calls to extensions that are busy or don t answer will be directed to the BDA Receptionist or if no BDA Receptionist has been programmed to the Main Receptionist Calls will be transferred to a PAGE Receptionist extension if 1 CallExtend is programmed for Full Supervision or Busy Only Super vision see page 10 and the conditions for receptionist transfers are met AND 2 The caller dialed the appropriate digit for this PAGE from CallExtend s Main Greeting e g if the caller dialed 1 and a PAGE Receptionist has been programmed for PAGE 1 Example To program a PAGE Receptionist for PAGE 1 lift the handset on the ADMIN phone and dial as follows Dia 1 8 5 plus the first 8 digits of the extension if the extension is less than 8 digits long dial when you re done dialing m NJ Dial Dia 1 9 5 plus the remainder of the extension if any if less than 8 digits dial when done to review the digits you entered amp make sure they r
36. ne 14 Programming the BDA Receptionist s ccccccssscssseceeneeeeteeeeseeesseeesseeenee 15 Programming PAGE Receptionist s cc ccccscccesseeeeceeseeeeeneeesseeesseeenseeenes 16 Hints on Receptionist Extensions ccescesccsseceseceseceseeceaeeeseceaeeeneeeaeeeaeees 17 Programming Direct Extension Transfers ccccesceeseceneeeteeeneeeseeeneees 19 Having CallExtend Dial Digits before or after Direct Dialed Extensions 20 Programming Single Digit Transfers from a Menu ccccceeseeereeeees 21 Single Level Menu Transfers nnn a 21 Second Level Menu Transfers eccesceseceseceeceeeceneceseceeeceeeceeeceeeeeeeeeeeenes 23 Recording Voice Messages cccccccssccssseesseeseseeeeeeeeseeesseeceeeeesseeeneeenseees 25 Programming Format for Voice Messages cescceseeseceseeesreeseeeseeeneeesees 26 Programming Commands for Voice Messages ccescceseeseceteceneeeneeeaeees 27 Erasing and Re Recording Voice Messages cccscccsssseesteeeereeeeteeesseeenseees 28 Recording the Main Greeting ccccccessecesssecesneeeeeeeeeeeeseeeeseeeseeeeseeeneees 29 Recording a PAGE Message ccccessscessecesteceeeeeseeesseeenseeeeeseeeneeensaeeneaes 30 Recording a Transfer Message cccsccccssscssssceeneeeeeeeeeeeseeceseeeesseeeseeesseees 31 Recording a Busy Don t Answer Message c ccccscceessseeseeeesneeeeteeenteeeeseees 32 Remaining Voice Mess
37. nist list use a single sign to erase the contents of the applicable ROW For example to erase the contents of PAGE 0 ROW 1 dial O 1 5 hold the 5 down until d appears on the display CallExtend will still use the extensions before and after the empty ROW on the list 18 Programming Direct Extension Transfers PAGES 1 9 PAGES 1 9 of CallExtend s memory tell CallExtend how to respond to what callers dial Each PAGE of CallExtend memory corresponds to the first digit dialed by the caller For example if a caller dials 214 CallExtend will examine PAGE 2 of its memory for instructions on how to handle the call If you want to have callers dial extensions directly program the length of your extensions into ROW 0 of the PAGE S that correspond to the first digit s of your extensions This is all the data entry you will need to do on these PAGES Example If your extensions are all in the 100 s 100 101 102 etc you would program PAGE 1 ROW 0 for a 3 digit extension format CallExtend will accept extensions up to 8 digits long for direct extension dialing To program direct extension dialing dial the following on the ADMIN phone for each PAGE that corresponds to the first digit of an extension Dial PAGE number 1 9 then O 5 then the extension length then Dial PAGE number 1 9 then O T to review the ext length amp make sure it s correct Example If your phone system uses 3 digit extensions that
38. not pass a calling party abandon signal interruption in line current or dial tone to the CallExtend extension or the phone system passes through a shorter signal than CallExtend is programmed to recognize Check the programming referred to in Appendix B Case K 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 PAGE 0 ROW 1 has been programmed with a receptionist extension that will be answered 44 Voice Message Problems The main greeting is played twice to callers On many phone systems if an extension is busy or does not answer a transferred call the call is automatically returned to the extension that originated the call 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 main greeting to the caller Program the phone system to not transfer calls back to the ports used with CallExtend If this cannot be done extend the phone system s extension transfer recall timer This problem can also occur when CallExtend is in Supervised mode if the phone system rings calls that are on hold back to CallExtend too soon in this case lengthen
39. o dial and then it will transfer the call E Entering a character in Field 2 of PAGE 0 ROW 0 dial to enter a character into this field will disable the call abandon detect feature and allow a 5 second pause duration WARNING Some phone systems do not pass through any type of call abandon signal to an analog extension port that has received an incoming call If CallExtend does not receive any notification that a call has been abandoned during the greeting it has no way of knowing that the call was dropped In this case it will transfer the call to the receptionist after the main greeting has been played just as it would if the calling party had stayed on the line but dialed nothing It is important to make sure these abandoned calls are answered by an extension and then hung up or else the phone system will still consider the call to be valid If there is no receptionist to answer the call the phone system may continue to ring the abandoned call through to its extensions indefinitely To prevent this if your receptionist station is unattended at times and your phone system does not pass through call abandons you can use an answering machine as the final extension in your phone system s receptionist hunt group Alternately CallExtend can be programmed to disconnect calls where the caller does not dial anything to do this see Case C 42 Appendix C Troubleshooting If you experience problems when installing CallExten
40. o transfer a call to an extension because that extension is busy or doesn t answer After trying the extension CallExtend will retrieve the call play the BDA Message and then transfer the call to the appropriate receptionist the PAGE Receptionist if one is programmed or else the BDA Receptionist if one is programmed or the Main Receptionist The BDA message must be recorded LAST after the Main Greeting s all PAGE Messages if any and the Transfer Message are recorded The BDA Message is recorded on PAGE 0 ROW 5 by dialing on the ADMIN phone as follows Dia 0 5 1 Say That extension is not answering please hold for the receptionist Hang up when done Dial O 5 O Listen to the message If you are not satisfied with it erase it by dialing 0 5 and holding down 4 until the display returns to P then repeat the above step to re record Remaining Voice Message Storage When a message is reviewed using one of the CallExtend Review Commands 0 or CallExtend will play back the voice message to the ADMIN phone and display a single digit on the CallExtend display This digit represents the 32 approximate amount of remaining voice message storage 1 e the amount of time This page intentionally left blank still available for recording more messages Following is a chart of these single digits and their values Digit Approximate percent of total voice storage that is 80 89 is available for use 7 65 79 is availa
41. ogrammed 14 Programming the BDA Receptionist s Up to four Busy Don t Answer BDA Receptionist extensions can be programmed into PAGE ROWS 1 4 If no BDA Receptionists are programmed the Main Receptionist will be used for calls that meet the BDA criteria Calls will be transferred to the BDA Receptionist extension if 1 CallExtend is programmed for Full Supervision or Busy Only Super vision see page 10 and the conditions for receptionist transfers are met AND 2 No PAGE Receptionist see the next section has been programmed for the PAGE the caller accessed by dialing from CallExtend s Main Greeting To program the first receptionist extension into PAGE ROW 1 lift the handset on the ADMIN phone and dial as follows Dial 5 plus an extension up to 8 digits long if less than 8 dial when done Dial 7 1 1 to review the extension you entered amp make sure it s correct Each extension can be up to 8 digits long to use an extension longer than 8 digits see the following Hints on Receptionist Extensions section When programming an extension shorter than 8 digits press a single sign to indicate that you are done entering the extension number If you want to include a as part of an extension dial two signs right in a row in the appropriate place in the extension To program additional receptionist extensions into PAGE x ROWS 2 4 dial as shown above However replace the ROW nu
42. onsent in writing from Call Management Products Inc Copyright 1997 1998 by Call Management Products Inc Broomfield Colorado
43. r described on page 26 45 2 Part of the voice message 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 Use the Erase All Messages command dial 0 7 and hold down 9 until the Data display returns to P and then re record the messages in the order described on page 26 A voice message 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 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 Autho
44. r extension 212 To have CallExtend dial a as part of a number program a character in the appropriate location by dialing two signs right in a row from the ADMIN phone To use an extension or phone number up to 16 digits long as the Main Receptionist or as the BDA Receptionist enter the first eight digits of the number into ROW 1 of the PAGE PAGE 0 or PAGE x then enter the remainder of the number into ROW 2 ROWS 3 and 4 of both PAGES 0 and will be ignored after this so only one Main Receptionist and one BDA Receptionist can be used in this case When using a Main or BDA Receptionist extension longer than 8 digits you must also enter a character dial to enter a character into Field 7 of PAGE 0 ROW 0 as described in Appendix B Case G Also see Appendix B for additional receptionist options If CallExtend is set to supervise call transfers set to Full Supervision or Busy Only Supervision as described on page 10 CallExtend will transfer each busy unanswered call to a single receptionist extension To determine which 17 receptionist to use it will look through the receptionists in the following order until it finds a programmed receptionist PAGE BDA Main Receptionist Receptionist Receptionist Once CallExtend finds a programmed receptionist it will immediately transfer the call to this receptionist This transfer is made without supervision To remove an extension from the Main or BDA Receptio
45. r 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 2 This equipment uses the following USOC jacks RJ11C 3 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 47 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 4 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 necessary 5 The telephone company may make changes in its facil
46. rization 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 46 Warranty Call Management Products Inc CMP warrants this product so far as the same is of its own manufacture against defects in material and workmanship under the normal use and service for which it was designed for a period of one year from date of initial end user purchase CMP s obligation under this warranty is limited however to the replacement or repair at its option to a part or parts determined by it to be defective Necessary packaging and transportation costs for the return of the goods shall be paid by the buyer All replacement or repaired goods will be returned prepaid by CMP This limited warranty does not include damage resulting from accident abuse or non factory modification of the product CMP shall under no circumstances be liable for any special indirect or consequential damages owing to failure of the product SELLER MAKES NO WARRANTY OF FITNESS OR MERCHANTABILITY AND NO OTHER WARRANTY ORAL OR WRITTEN EXPRESS OR IMPLIED EXCEPT AS SPECIFICALLY SET FORTH HEREIN FCC Notice 1 This equipment complies with Part 15 and Part 68 of the FCC rules On the bottom of the CallExtend unit is a label that contains among othe
47. s returned it will answer calls but it will not have a greeting to play to the caller When CallExtend is powered on it will light up the Battery Low Light on the front panel to indicate low battery voltage or no battery attached Understanding CallExtend Programming After CallExtend has been connected to your phone system it must be programmed CallExtend is programmed by dialing digits on a standard touch tone phone connected to the ADMIN port of the unit Figure 3 CallExtend s Programmable Memory When you program CallExtend with instructions on how to handle your calls you must program the information into the appropriate part of CallExtend s memory The layout of this memory is described in terms of PAGES ROWS and DATA FIELDS since writing information to memory is somewhat like writing information down on paper pages The following figure represents what the memory layout looks like PAGE 0 PAGE 9 PAGE Row 0 Row 0 Row 0 Row 1 Row 1 Row 1 Row 2 Row 2 Row 2 Row 3 Row 3 Row 3 Row 4 Row 4 Row 4 Row 5 Row 5 Row 5 Row 6 Row 6 Row 6 Row 7 Row 7 Row 7 Row 8 Row 8 Row 8 Row 9 see Row 9 Row 9
48. t Set the Transfer Supervision Mode field in PAGE 0 ROW 0 to a higher number of rings see page 10 If a call is not answered by the extension it was transferred to it is not being transferred to the receptionist or is being transferred to the wrong receptionist 1 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 page 10 2 If this problem occurs when CallExtend is set to fully supervise call transfers check the PAGE Receptionist entered into ROWS 8 9 of the PAGE that handled the call see page 16 of this manual to confirm that this extension is programmed correctly Next check the BDA Receptionist extensions entered into PAGE x ROWS 1 4 If an extension is entered in these ROWS it will be used as the receptionist for calls that do not have a PAGE Receptionist programmed Next check the Main Receptionist extensions entered into PAGE 0 ROWS 1 4 3 Make sure your telephone system can make a second call transfer from the analog ports without any restrictions 4 If the conference calling feature on your phone system causes an extra hook flash to be needed for the second call transfer see Appendix B Case D 5 Make sure that Supervised Disconnect is turned off see Appendix B Case B CallExtend ties up a phone line for a long time without transferring a call 1 This may occur because the phone system does
49. tance with Product A press 1 For assistance with Product B press 2 Hang up Dial 4 7 o Listen to the message If you are not satisfied with it erase it by dialing 4 7 and holding down 4 until the display returns to P then re record Recording a TRANSFER MESSAGE A Transfer Message can be recorded to play after the final extension or menu digit dialed by the caller before CallExtend performs the first hook flash The Transfer Message tells callers they are about to be transferred this is especially useful if CallExtend is in a supervised mode where the calling party will not hear ringing or busy signal saj s This type of message should be recorded after the Main Greeting s and all PAGE Messages if there are any are recorded This message is programmed on PAGE 0 ROW 6 To record it you would dial on the ADMIN phone as follows Dia 0 6 1 Say Please hold while I try that extension Hang up when done Dial O 6 O Listen to the message If you are not satisfied with it erase it by dialing 0 6 and holding down 4 until the display returns to P then repeat the above step to re record Recording a BUSY DON T ANSWER BDA MESSAGE The Busy Don t Answer BDA Message is an optional message that is only used if CallExtend is in a supervised mode Full Supervision and Busy Only Supervision are described on pages 10 11 of this manual If recorded the BDA Message will play when CallExtend is not able t
50. tend pause during dialing see Case I in Appendix B For example to have callers dial 4 for Support you would enter a in PAGE 4 ROW 0 and up to six extensions for the Support Department into ROWS 1 6 of A phone number up to 16 digits long can be entered into CallExtend as the PAGE 4 See the following Hints section for information on how CallExtend only number in the menu list To program this enter a character dial works when multiple extensions are entered for menu transfers to enter a character instead of a in ROW 0 of the PAGE Then enter the first eight digits of the number into ROW 1 of the PAGE and enter the Each extension in a ROW can be up to 8 digits long to use an extension longer than remainder of the number into ROW 2 ROWS 3 6 of the PAGE will be 8 digits see the following Hints When programming an extension shorter than 8 ignored after this digits press a single sign to indicate that you are done entering the extension To remove an extension from a department list use a single sign to erase that ROW Example to erase the contents of PAGE 2 ROW 1 dial 2 1 5 hold the 5 down until d appears on the display CallExtend will still use the extensions before amp after the empty ROW number If you want to include a as part of an extension dial two signs right in a row in the appropriate place in the extension Example The ABC Company wants callers to be able to dial 3 for Sales and
51. ter the extension number CallExtend would be programmed as follows Sis 4 Verify the display shows 3 1 Verify the display shows Page 2 Row0 Dial Dial Page 2 Row1 Dial N N N N jie 2 Dial 20 into PAGE 3 ROW 1 Programming Single Digit Transfers CEE AEG 1S pe a from a Menu PAGES 1 9 Diad 3 1 Verify the display shows 7 7 7 Hints on Programming Menu Dialing PAGES that are not used for direct extension transfers can be used for single digit dialing from a menu if desired CallExtend is capable of performing up to two Enter each extension number exactly as the phone system needs to see it to levels of menu transfers transfer the call If the phone system needs to see 70 at the beginning of an i extension to transfer a call enter 70 at the beginning of each extension you Single Level Menu Transfers enter in CallExtend e g enter 70117 for ext 117 You can enter an off premise phone number hunt group or voice mailbox number by programming To program a PAGE for single level menu transfers you will first program a the exact digits to be dialed including an initial 9 or 1 To have into ROW 0 of the PAGE and then enter the extensions that you want calls CallExtend dial a as part of a number program a character in the appro transferred to into ROWS 1 6 of the PAGE priate location by dialing two signs right in a row from the Admin phone To have CallEx
52. the Admin Phone Programming System Settings PAGE 0 ROW 0 PAGE 0 of CallExtend s memory is used to set up system information and to enter your receptionist extensions ROW 0 of PAGE 0 contains three fields that must be programmed and five optional fields described in Appendix B To program this ROW lift the handset on the ADMIN phone and dial as follows Field1 Field2 Field3 i Single digit for phone Number of seconds 0 9 Single digit for Dia 0 0 5 system s Hook flash to wait after greeting Transfer Supervisio i duration see table for caller to dial Mode desired Dial O O 7 toreview the DATA you entered amp make sure it s correct highlighted digit Hold this key down until the display changes FIELD 1 Hook Flash Duration Field 1 on PAGE 0 ROW 0 should be programmed to match as closely as possible the hook flash duration used by your phone system for call transfers Find your phone system s hook flash duration in the following table if your phone system is set to accept a range of hook flashes select a value that is in the middle of this range and enter the single digit 0 9 shown for that duration into Field 1 no hook flash 0 600 iSeries 5 250 TG an 1 LOOAMS E EE 6 30O MS iseic asri 2 900 IMS sssecccscisseteseovsettinss 7 400 mS cceeeeee eee 3 WSOC testes 222 ce sccdece a 8 500 MmS eeeeeeeeeeeee eens 4 12S SOC sci sccassccdcesteanasecnecs 9 FIELD 2 Pa
53. ts of the extension in ROW 3 and the rest of the extension in ROW 4 Recording the Second Level Voice Message is explained in the Recording Voice Messages section that follows under the Recording a PAGE Message instructions The following example shows how to program CallExtend for a second level menu Example In their main greeting the ABC Company asks callers to dial 4 for Technical Support callers dialing 4 will hear a second menu allowing them to choose which of two products they want support on so they can be directed to the appropriate technician Callers will be prompted to dial 1 for Product A or 2 for Product B Extension 101 will handle calls for Product A and extension 105 will handle calls for Product B To do this PAGE 4 is programmed by dialing the following on the ADMIN phone Page 4 Row0 Dial 4 O 5 9 Dial 4 O0 Verify the display shows 9 This enters a 9 into PAGE 4 ROW 0 as described in the previous chart Next the extensions are entered into PAGE 4 ROWS 1 and 2 Pages Rows oei A h 101 Dial 4 1 Verify the display shows 7 7 Page 4 Row2 Dial 4 2 p INO ae saa Dial 4 2 Verify the display shows 7 O 5 Recording Voice Messages CallExtend is available in three versions Version A provides up to 32 seconds of time on each port for recording your digital voice messages Version B provides up to 1 minute of digital voice storage on each port and Version D provides up to
54. two port automated attendant that answers and routes your incoming phone calls without your intervention CallExtend is available in three models V Version A with 32 seconds of voice recording capability per port V Version B with 1 minute of voice storage per port V Version D with 2 minutes of voice storage per port CallExtend can be connected to one or two analog extension ports on a PBX or hybrid key phone system that has hook flash call transfer capability When CallExtend answers a call it 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 listens for any digits dialed by the caller Based on what is dialed the call is then routed to a department to a secondary menu or directly to an extension If no digits are dialed if an invalid digit is dialed or if 0 is dialed the call is routed to the receptionist s Alternately CallExtend can be programmed to disconnect callers who do not dial any digits If desired CallExtend can supervise call transfers directing unanswered calls to an appropriate receptionist or disconnecting these calls if desired Alternately it can transfer the call to the desired extension and then immediately exit from the call CallExtend is then free to handle the next incoming call Your
55. use Duration After Greeting After CallExtend plays its initial voice message the main greeting to a caller it will pause the number of seconds programmed into this field to give the caller time to dial an extension or single digit If the caller doesn t dial by the end of this time the call will be transferred to the receptionist Enter the number of seconds 0 9 to wait FIELD 3 Transfer Supervision Mode This field tells CallExtend how to supervise call transfers CallExtend can be programmed for one of three supervision modes unsupervised blind transfers busy only supervision and full supervision These modes are described next NOTE CallExtend has the ability to perform supervised disconnects where callers who reach an extension that is busy or doesn t answer hear a message such as that extension is not answering please try again later and are then disconnected To use this type of supervision see Appendix B Case B In addition callers who do not dial anything in response to the main greeting can be disconnected rather than being transferred to the receptionist to do this see Appendix B Case C Unsupervised Enter 0 zero in Field 3 to have CallExtend transfer calls blindly without supervision In this mode CallExtend will connect the call through to the desired extension and then immediately exit from the call CallExtend will NOT retrieve the call and send it to the receptionist s if the di
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