CallExtend User`s Manual v4
Contents
1. To have CallExtend perform an extra hook flash at a particular point while dialing enter 8 a sign followed immediately by the digit 8 at the point in the extension or phone number where the hook flash should be Each hook flash counts as one digit in the extension length 34 Troubleshooting If you experience problems when installing CallExtend the following examples may assist you in troubleshooting Call Transfer Problems Callers hear CallExtend s messages but are dropped without being transferred l If touch tone digits are heard before the call is dropped then the hook flash duration setting in CallExtend may be too short for the phone system If no touch tone digits are heard the hook flash duration setting in CallExtend may be too long for the phone system Check the Hook Flash Duration Field see page 14 to make sure it is set to correspond to the hook flash duration setting in the phone system Make sure that the Class of Service options for the phone system analog ports CallExtend is connected to are programmed to allow hook flashes and call transfers To test this see page 6 Make sure CallExtend has been programmed to dial any prefix digits that are needed in front of extension numbers when transferring calls page 25 as well as any digits needed after the extension page 26 including any necessary pauses The caller dials a single digit but is not transferred to an extension Make2. Dial X O 7 toreview the extension length and make sure it s correct where X the digit that extensions begin with Example If callers can direct dial 3 digit extensions that start with 2 e g 210 220 or four digit extensions that start with 8 e g 8200 8304 this would be programmed by dialing 2 O 5 3 andthen 8 O 5 4 F Direct Dialing Variable Length Exts up to 5 digits long To program direct extension dialing of variable length extensions that are up to five digits long dial as follows 24 Dia x05 5 Dial xX O 7 and verify that CallExtend displays and says 5 where X the digit that extensions begin with Example To have callers be able to direct dial extensions that start with 1 and that are either 2 digits or 3 digit long e g 10 100 dial 105 5 Note In this mode CallExtend uses a timeout to determine when a caller has finished dialing If the caller pauses for 3 seconds CallExtend will assume that dialing has finished and will attempt to transfer the caller to the extension that was dialed Any further digits the caller dials will be ignored Direct Dialing Numbers up to 16 digits long To program direct dialing of extensions or phone numbers that are up to 16 digits long dial as shown below Note It is strongly advised that you contact CallExtend Technical Support before using this feature WARNING This feature is designed for rare cases wher
3. 9 8 5 7 98 7 ROW 9 Dial 9 9 5 i 997 PAGE x Programming Log If you filled in any of the ROWS on this PAGE as you read through this manual follow these steps to program this information into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in to CallExtend and dialing plus the password set up on page 4 of this manual 2 Dial the digits shown for each ROW you filled in You do not need to dial anything for ROWS you did not fill in 3 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed 4 Review the programming by dialing the digits in the To review column If you receive an error redo that ROW To program To review ROW 0 Diad 0 5 0 7 ROW 1 Dial 1 5 TEER ROW 2 Dial 2 5 TEE 7 ROW 3 Dial 3 5 TPE 7 ROW 4 Dial 4 5 T 4 7 ROW 5 Dial 5 5 T 57 ROW 6 Dial 6 5 T 67 ROW 7 Dial k 7 5 TEE 7 ROW 8 Dial 8 5 T 87 ROW 9 Dial 9 5 9 7 Other Installation Notes Use this page to write down any other notes about your CallExtend installation This might include information about how the phone system is programmed to work with CallExtend what extension numbers CallExtend is connected to what brand of phone is used as the Admin Phone commonly used commands etc This information will be available for future reference for you and for any other
4. Different messages are sometimes used in shared office environments in bilingual applications or when separate day night modes are used in the phone system In 11 such an application calls that are answered by CallExtend s Port 1 will hear different messages than calls answered by CallExtend s Port 2 242s Note It is also possible to direct the calls answered by Port 1 to a different receptionist than the calls answered by Port 2 To do this see page 19 To RECORD and REVIEW the messages for Port 1 dial the following on the Admin phone or while programming remotely to enter remote programming call in and dial plus the 5 digit password that is set up on page 4 Dial O 7 2 Speak to record the Port I Main Greeting dial when done Dial O 7 0 Listen to the Main Greeting If you are not satisfied with this message erase it by dialing O 7 6 and then repeat the above step to re record O 0 0 N Dial Speak to record the Port 1 Transfer Message dial when done Diad O 8 0 Listen to the Transfer Message If you are not satisfied with this message erase it by dialing O 8 6 and then repeat the above step to re record O tO N Dial Dial 0 9 0 Listen to the BDA Message If you are not satisfied with this message erase it by dialing O 9 6 and then repeat the above step to re record Speak to record the Port 1 BDA Message dial when done Then to RECORD and REVIEW the messages for Port 2 dial a
5. If desired different receptionists can be used for CallExtend s Port 1 and Port 2 Main Receptionist A single Main Receptionist can be programmed for each of CallExtend s two ports or the same one can be used for both ports Calls will be directed to the Main Receptionist if the caller dials 0 during or after the main greeting dials an invalid digit or does not dial anything unless Disconnect No Dial Calls is selected as described on page 15 The default Main Receptionist is 0 for both ports To change the Main Receptionist lift the handset on the Admin phone or call into CallExtend and enter remote programming mode by dialing plus the 5 digit password that was set up on page 4 Then dial as follows Dia O15 plus an ext or phone number up to 16 digits long dial when done Dial O 1 7 toreview the number you entered and make sure it s correct This receptionist will be used for calls that are answered by both CallExtend s Port 1 and Port 2 To have this receptionist only be used for calls answered by Port 1 and to use a different Main Receptionist for calls that are answered by CallExtend s Port 2 dial as follows to enter the Port 2 Receptionist Dia 035 plus an ext or phone number up to 16 digits long dial when done Dial O 3 7 toreview the number you entered and make sure it s correct Note To use an outside phone number as the receptionist to have a be dialed as a digit in the rece
6. If you are not satisfied with it erase it by dialing O 8 4 and then repeat the above step to re record BUSY DON T ANSWER BDA MESSAGE The BDA Message is an optional message that is used when CallExtend supervises call transfers see page 14 The BDA Message plays when CallExtend tries to transfer a call to an extension but that extension is busy or doesn t answer In this case CallExtend retrieves the call plays the BDA Message and transfers the call to the receptionist or disconnects it in Supervised Disconnect Mode Examples That extension is busy please hold for the receptionist or That extension is not available right now please try your call again later To record the BDA message dial as follows on the Admin phone or while programming remotely Dia 0 9 1 Speak to record your message dial when done Dial O 9 O Listen to the message If you are not satisfied with it erase it by dialing O 9 4 and then repeat the above step to re record SECONDARY MESSAGES A SECONDARY MESSAGE is an optional message that is played to callers who dial a particular digit from the main greeting Up to ten Secondary Messages can be recorded to be reached by callers dialing 1 9 or from the Main Greeting 10 There are four primary applications for Secondary Messages 1 an Informative Message such as company hours or driving directions 2 a Company Directory listing names and extensions of employees 3 a
7. Review the programming by dialing the digits in the To review column If you receive an error redo that ROW To program To review ROW 0 Dial 5 0 5 7 5 0 7 ROW 1 Diad 5 1 5 517 ROW 2 Dial 5 2 5 7 5 2 7 ROW 3 Dial 5 3 5 7 5 3 7 ROW 4 Dial 5 4 5 7 5 4 7 ROW 5 Dial 5 5 5 7 59 7 ROW 6 Dial 5 6 5 7 5 6 7 ROW 7 Dial 5 7 5 T 577 ROW 8 Dial 5 8 5 7 5 8 7 ROW 9 Dial 5 9 5 i 597 PAGE 6 Programming Log If you filled in any of the ROWS on this PAGE as you read through this manual follow these steps to program this information into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in to CallExtend and dialing plus the password set up on page 4 of this manual 2 Dial the digits shown for each ROW you filled in You do not need to dial anything for ROWS you did not fill in 3 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed 4 Review the programming by dialing the digits in the To review column If you receive an error redo that ROW To program To review ROW 0 Dia 6 0 5 7 607 ROW 1 Dia 6 1 5 617 ROW 2 Dial 6 2 5 T 6 2 7 ROW 3 Dial 6 3 5 7 637 ROW 4 Dial 6 4 5 7 6 4 7 ROW 5 Dial 6 5 5 7 65 7 ROW 6 Dial 6 6 5 7 667 ROW 7 Dial 6 7 5 7 677 ROW 8 Dial 6 8 5 7 68 7 ROW 9 Dial 6 9 5 i 6 97 PAGE 7 Programming Log If you filled in any of
8. Repeat Character Ifa caller dials during a CallExtend message the mess age will replay from the beginning To change this repeat character see page 17 Resetting CallExtend to the Default Settings It is possible to erase everything that has been programmed into CallExtend in the field including any custom voice messages and restore the default settings This is done by unplugging CallExtend from power taking the Admin phone off hook and holding the key down while plugging CallExtend back into power E will show on CallExtend s display for approximately 15 seconds as soon as E appears the key can be released Once the display returns to F the Admin phone can be hung up or CallExtend can be reprogrammed cee Remote Programming Almost all of CallExtend s settings and voice messages can be programmed from a remote location by calling into CallExtend and dialing plus a user set 5 digit password However as a safety precaution the password can only be set up or changed from a telephone that is connected directly to the Admin port on the CallExtend unit The password cannot be set remotely As an additional safety measure remote programming is disabled_by default to prevent unauthorized access to CallExtend s programming If CallExtend is to be programmed remotely a password must be entered from the Admin phone To allow remote programming dial as follows on CallExtend s Admin phon
9. Second Level Menu giving callers the ability to dial a digit to select from a second set of options 4 a Department Message to play specific information such as a support disclaimer or the sale of the day to every caller before they are transferred to that department To program CallExtend for any of these uses see page 27 Erasing All User Recorded Voice Messages It is sometimes desirable to erase all user recorded voice messages and return to the default messages Additionally if the message indexes become corrupted it is necessary to erase all user recorded messages and then re record them If you receive repeated errors while trying to record messages where you hear illegal or a warbling tone and see on CallExtend s display the indexes are corrupt To erase_all user recorded messages dial on the Admin Phone or while programming remotely Dia O 7 9 Note To prevent the message indexes from being corrupted always erase a message before re recording it as shown in the message recording instructions Also if you want to change a single message at a later date you can only do so if it was the last message you recorded If you have recorded other messages after the one you want to change you must erase all of the messages with the command shown above and then re record them all Recording Different Messages on Ports 1 amp 2 If desired different messages can be recorded for CallExtend s Ports 1 amp 2
10. error redo that ROW To program To review ROW 0 Dia 2 0 5 7 20 7 ROW 1 Dia 2 1 5 217 ROW 2 Dial 2 2 5 7 227 ROW 3 Dial 2 3 5 7 23 7 ROW 4 Dial 2 4 5 247 ROW 5 Diad 2 5 5 7 25 7 ROW 6 Dial 2 6 5 T 2 6 7 ROW 7 Dial 2 7 5 277 ROW 8 Dial 2 8 5 7 28 7 ROW 9 Dial 2 9 5 E 29 7 PAGE 3 Programming Log If you filled in any of the ROWS on this PAGE as you read through this manual follow these steps to program this information into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in to CallExtend and dialing plus the password set up on page 4 of this manual 2 Dial the digits shown for each ROW you filled in You do not need to dial anything for ROWS you did not fill in 3 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed 4 Review the programming by dialing the digits in the To review column If you receive an error redo that ROW To program To review ROW 0 Dia 3 0 5 7 30 7 ROW 1 Dial 3 1 5 317 ROW 2 Dial 3 2 5 7 3 2 7 ROW 3 Dial 3 3 5 7 3 3 7 ROW 4 Dial 3 4 5 7 3 4 7 ROW 5 Dial 3 5 5 7 357 ROW 6 Dial 3 6 5 7 3 6 7 ROW 7 Dial 3 7 5 T 377 ROW 8 Dia 3 8 5 7 3 8 7 ROW 9 Dial 3 9 5 i 3 97 PAGE 4 Programming Log If you filled in any of the ROWS on this PAGE as you read through this manual follow these steps to program this informa
11. for extensions that start with 3 e g 310 or for callers who dial 4 for Sales from the main greeting and then dial from a 2 Level Menu If no Department Receptionist is programmed for a particular starting digit callers who dial this digit from the main greeting or dial an extension that starts with this digit will go to the Main Receptionist if the extension is busy or doesn t answer To enter a Department Receptionist lift the handset on the Admin phone or call into CallExtend and enter remote programming mode by dialing plus the 5 digit password that was set up on page 4 Then dial as follows Dial x 9 5 plus an ext or phone number up to 16 digits long dial when done Dial X 9 T toreview the number you entered and make sure it s correct In these instructions X is the digit that callers dial from the main greeting in order to reach this Department Receptionist Examples 1 If the main greeting instructs callers to dial 3 for sales the Sales Department Receptionist would be program med by dialing 3 9 5 plus the extension number and then 2 If callers dial extensions that start with 2 e g 200 299 for hotel rooms the receptionist to be used for these rooms would be programmed by dialing 2 9 5 extension Note that each Department Receptionist is used for calls answered by both CallExtend s Port 1 and Port 2 If the Department Receptionist is busy and returns 22 busy
12. or Direct Extension Dialing ccccccccseessssseeeccceceesseeeeecccsseesseeescceseceesseees 23 Power Falur Ope atl Oi ione e E e ok teattene te teen 8 ty Do Direct Dialing Fixed Length Extensions up to 9 digits long 00000000000000 23 Direct Dialing Variable Length Extensions up to 5 digits long 23 R dine Voice MICSS AG CS nnne neesan e a a e l naen as ms ai ee Direct Dialing Numbers up to 16 digits long ccccccccccccccccccccceeeeeeeeeeeeeeees 24 Mun CS To ne Tec ds ean ea a Galva Meant a atoll ert Yotel bees st 9 Automatically Dialing Digits Before the Extension iuarus 25 Deca ot er MeS sapea A A S 9 Auowatcaiy Widline Digits Atere e oeae 26 B sy Don tA ns Wer Mesat roinnte e aea d aa E na 10 Making Extensions Illegal to Direct Diall ccccccccccccccsssssssssssssssssccsccsssccseseecee 6 Secondary hd Ketsct2 1 ofc PR eer Se a a Re ener me ere me a 10 Erasing All R ice WICSSADES enina ATTE 11 R E ea a S Single Digit Dialing from Main Greeting ccccccccccceeceeseeeeeeeeeeeeaaeees 24 Recording Different Messages on Ports 1 amp 2 ccccccccceeeeeeeeeeeeeeeeeeeees 11 a Dialing to Reach a Department ccccccccccccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeess 27 l IMnionnational Messa ES ienen a E T O ETE 28 Programming System SettingS ccccccceccsscccceeceeeeeeeeeeeeeeeaeeeeeeeeeeeeaaaees 13 i l R Company DIreClOTy sireeni eset ats eremcnr nese ter
13. our address dial 6 To speak to an operator please stay on the line To hear this message again dial To record the main greeting dial as follows on the Admin phone or while programming remotely to enter remote programming call in and dial plus the 5 digit password that is set up on page 4 Dial O71 Speak to record the greeting dial when done Dial O 7 O Listen to the greeting If you are not satisfied with this message erase it by dialing O 7 4 and then repeat the above step to re record Repeating Messages You can designate a particular digit 1 9 or or as a repeat digit Ifa caller dials this digit during the Main Greeting or a secondary mess age they will hear the message played again from the beginning By default the repeat digit is To use a different digit or to turn off this function see page 17 TRANSFER MESSAGE The Transfer Message plays after the caller has dialed just before CallExtend transfers the call Example Please hold while I try that extension This message 9 is very helpful for callers to hear when CallExtend is in a supervised mode where the calling party will be on hold and will not hear ringing or busy signal from the extension CallExtend dials To record the Transfer Message dial as follows on the Admin phone or while programming remotely Dia 0 8 1 Say Please hold while I try that extension Dial when done Dial O 8 O Listen to the message
14. signal when CallExtend tries to transfer a call to it CallExtend will instead transfer the call to the Hunt To Receptionist if one has been programmed if separate Hunt To Receptionists have been programmed for Ports 1 amp 2 the call will be transferred to the appropriate one If no Hunt To Receptionist has been program med the call will be transferred to the Department Receptionist without supervision Hints on Receptionist Extensions Enter all receptionists exactly as CallExtend must dial them 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 as part of the extension You can enter an off premise phone number hunt group or voice mailbox number by programming the exact digits to be dialed including an initial 9 or 1 To have CallExtend dial a as a digit in a receptionist number enter two signs right in a row at the point in the number where should be dialed Each that is entered this way puts a single into the dialing sequence and counts as one digit in the extension phone number length To have CallExtend pause at a particular point while dialing enter a sign followed immediately by a x at the point in the extension or phone number where the pause should be Each pause is two seconds long and counts as one digit in the extension length Multiple pauses can be used Note that CallExtend automatic
15. technicians who work on this system at a later time CallExtend User s Manual Rev A020920 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 writing from Call Management Products Inc Copyright 2000 2002 by Call Management Products Inc 2150 W 6 Ave Unit D Broomfield Colorado 80020 303 465 0651
16. the ROWS on this PAGE as you read through this manual follow these steps to program this information into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in to CallExtend and dialing plus the password set up on page 4 of this manual 2 Dial the digits shown for each ROW you filled in You do not need to dial anything for ROWS you did not fill in 3 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed 4 Review the programming by dialing the digits in the To review column If you receive an error redo that ROW To program To review ROW 0 Dial 7 0 5 7 7 0 7 ROW 1 Dial 7 1 5 7217 ROW 2 Dial 7 2 5 7 7 2 7 ROW 3 Dial 7 3 5 7 737 ROW 4 Dial 7 4 5 7 7 4 7 ROW 5 Dial 7 5 5 7 75 7 ROW 6 Dial 7 6 5 7 7 6 7 ROW 7 Dial 7 7 5 T 777 ROW 8 Dial 7 8 5 7 78 7 ROW 9 Dial 7 9 5 i 797 PAGE 8 Programming Log If you filled in any of the ROWS on this PAGE as you read through this manual follow these steps to program this information into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in to CallExtend and dialing plus the password set up on page 4 of this manual 2 Dial the digits shown for each ROW you filled in You do not need to dial anything for ROWS you did not fill in 3 After dialing your handwritten data dial to indica
17. these phone systems Field 5 can be set to disconnect all calls where the caller does not dial A few very rare phone systems pass through a short call abandon signal In this case enter in Field 10 to have CallExtend look for an interrupt duration of only 80 ms rather than the usual 400 ms as a call abandon If CallExtend does not see a call abandon signal of 80 ms or longer during the main greeting it will pause 5 seconds to allow the caller to dial and then it will transfer the call to the receptionist if nothing is dialed This setting can cause valid calls to be dropped on phone systems that use a longer call abandon signal so it is advisable to contact CallExtend Technical Support before changing this field to It may occasionally be desirable to turn off CallExtend s call abandon detection altogether This will allow calls where the caller has hung up to ring through to the receptionist To set CallExtend for this very rare need enter in Field 10 In this case CallExtend will pause 5 seconds after playing the main greeting to give callers time to dial and then it will transfer any no dial call to the receptionist even if the caller has hung up 19 Programming Receptionist Extensions There are three types of receptionist extensions that can be programmed into CallExtend the Main Receptionist the Hunt To Receptionist for use when the Main Receptionist is busy and Department Receptionists
18. this value in the chart at the bottom of this page Then program these settings The system settings are changed by dialing on the Admin phone see page 5 to connect an Admin phone or by calling into CallExtend and dialing plus the 5 digit Remote Programming Password see page 4 to set up this password While programming you will hear voice prompts from CallExtend if you watch the display on the front of the CallExtend unit you will also see digits displayed Note You cannot program CallExtend while it is handling a call If you pick up the handset of the Admin phone or call in for remote programming and do not hear Ready then there is a call in progress and you will have to wait until that call has been transferred Once CallExtend enters programming mode it will not answer incoming calls To resume normal operation hang up the Admin phone or the remote programming phone after remote programming there is a 30 second timeout before CallExtend resumes answering incoming calls Dial Q O 7 CallExtend will list between 3 and 10 numbers write these down in fields 1 10 below Then make any desired changes to these values based on the information in the rest of this section of the manual Ifa field is still blank after this fill in the default value shown below that field 1 2 3 4 5 6 7 8 9 10 lt Field Numbers 4 1 1 0 0 0 0 0 5 Default values Dial Q O 7 Review the DATA to make sure it matches what you enter
19. to enter a 2 second pause at each point it is needed in the dialing sequence this counts as one digit However if the receptionist number is 16 digits long and an additional pause is still needed you can enter the length of the needed pause in Field 8 of the chart on page 13 The default value for this field is 0 zero 17 FIELD 9 Voice Message Repeat Character A digit 1 9 or can be designated as a repeat character Whenever callers dial this digit during or right after a message that message will be played again from the beginning The default repeat character is To change this enter the desired repeat character in Field 9 of the chart on page 13 Do not select a digit that your extensions start with or that you have programmed for use as a Secondary Message this will prevent direct extension dialing or the Secondary Message from working In addition do not use as the Repeat Character if CallExtend will be programmed remotely since is needed to enter the Remote Programming password If this field is set to 0 zero the repeat function will be turned off and there will be no repeat character this will allow all of the digits 1 9 and to be used for direct extension dialing and Secondary Messages and will reserve for remote programming use FIELD 10 Pause Duration after Greeting After CallExtend plays its initial voice message the main greeting to a caller it will pause the number of secon
20. 5 120 Note To use an outside phone number to have a be dialed as a digit in the extension or phone number to pause while dialing or to perform a hook flash as part of the dialing sequence see the notes at the end of this section 28 If desired a voice message can be recorded to play to callers who dial this depart ment before they are transferred to the programmed extension Examples the sale of the day a support disclaimer hours of operation for the selected department To record a Department Message dial as follows for more information on recording voice messages see pages 9 12 Dial x 1 Speak to record your message and dial when done Dial X O Listen to the message If you are not satisfied with it erase it by dialing X KX 4 and then repeat the above step to re record where X the digit that callers dial from the main greeting to reach this msg Informational Messages amp Company Directory Informational messages and company directories are programmed the same way In both cases callers who dial a particular digit from the Main Greeting will hear a message If they dial an extension or 0 during this message they will be transferr ed to that extension Otherwise they will be disconnected at the end of the message Company directories play a list of employees and their extensions When callers hear the desired name they dial that person s extension and are transferred to it Informatio
21. Disconnect No Dial Calls ic ccccc cccccsccsccoscceccsscoscoeccaccosccusccecoscosccceceoscecccecseees 15 Call Supervision Without Phone System Ringback cccccceeeeeeeeeeees 16 TAB L E O F C O N T E N TS Supervision With Phone System Conference Calling On eeeeeeeeeeees 16 Pause After Dialing Receptionist icri iinan aa E A OE 16 Voice Message Repeat Character seras ere n a A a a 17 Introduction Default Operation and Remote Programming c ssssss Pause betweem Greene Gc Trans ie niisiis nan e E AE TURR 17 l Having CallExtend Detect a Short Calling Party Abandon eee 17 Call xtend Ss Detault Setii S cunnan on A nea l A a a ae Resetting CallExtend to the Default Settings ec eeceeeeeeeeeeeeeeeeees 3 Programming Receptionist Extensions cccsecesecceecceeeseeeeeeeeeeeeaaeees 19 Remote Prora maune o iraa E EAE ann cea adhe A cha eietiaees 4 Main Receptionist neinna ee EAEE EA OEA OEE 19 Hon TO Recep OmS snene e e aa 20 Installing CalExtend oiiicccssneccectiaesinriss ctastaeretitn E tn een ea 5 R pes l e Deparment Rece phonisiS sareren a E 21 Connecting a Programming Phone to the Admin Port eeeeeeees 5 a l l Hints on Receptionist Numbers exts w pauses hook flashes s 22 Testing the Phone System Extension Ports nnnnnnnnnnnnneeeeeeerereesesseeereseene 6 Cabling CallExtend to Your Phone System 0 ccccesesceecceeeeesennneeeeeeeeeeees 7
22. ally pauses after dialing a 0 8 9 x or that is the first digit of an extension or phone number To have CallExtend perform an extra hook flash at a particular point while dialing enter 8 a sign followed immediately by the digit 8 at the point in the extension or phone number where the hook flash should be Each hook flash counts as one digit in the extension length 293 2 Direct Extension Dialing CallExtend can be set up to allow callers to direct dial extensions or phone numbers that begin with any digit 1 9 and that are up to 16 digits long Extensions can be a fixed length or variable length By default CallExtend allows callers to direct dial extensions that start with the digit 1 2 or 3 and that are up to five digits long This means that extensions such as 10 20 and 30 are legal as are extensions 100 200 300 1000 2000 3000 etc By default extensions that start with a digit 4 9 are considered illegal This section describes how to change these settings as desired Direct Dialing Fixed Length Extensions up to 9 digits long To allow direct extension dialing of fixed length extensions that are up to nine digits long lift the handset on the Admin phone or call into CallExtend and enter remote programming mode by dialing plus the 5 digit password that was set up on page 4 Then dial as follows Dial x 05 plus the extension length number of digits dial when done
23. ds 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 or will be disconnected if Disconnect No Dial Calls is turned on in Field 5 Enter the number of seconds 0 9 to wait in Field 10 of the chart on page 13 The default wait is 5 seconds Note Field 10 is also used to adjust CallExtend s ability to detect call abandon signals from the telephone system If a caller hangs up during CallExtend s Main Greeting many phone systems will indicate this by providing CallExtend with a call abandon signal an interrupt duration of 400 ms or longer or with dial tone During its Main Greeting CallExtend continually looks for call abandon signals and will drop the call if it sees one In addition at the end of the Main Greeting CallExtend looks for dial tone and drops the call if it sees this This feature prevents calls from being transferred to the receptionist when the caller has hung 18 up but this feature can only work if the phone system provides the appropriate signals Unfortunately many phone systems do not provide any call abandon signals to their analog extension ports In this case CallExtend has no way of knowing that a caller has hung up instead it looks like the caller is remaining silent on the line so CallExtend transfers the call to the receptionist To accommodate
24. e Dial 05 plus the 5 digit password you want to use and Dial O 7 review the password you entered and make sure it s correct To enter remote programming mode once a password has been set up call the phone number that CallExtend answers While listening to CallExtend s main greeting dial Dial and enter the 5 digit password write your password here You will hear Ready and can begin programming When done programming simply hang up If you pause for more than 30 seconds while programming CallExtend will disconnect your call and will return to normal operating mode If you hang up while recording a voice message it may take up to 2 minutes to return to normal operating mode and the resulting message may not be correct Note You cannot enter programming mode while CallExtend is handling a call If you call in for remote programming and do not hear Ready when you dial plus your password then there may be a call in progress and you will have to wait until that call has been transferred Once CallExtend enters programming mode it will not answer other incoming calls until 30 seconds after the remote programming phone has been hung up Installing CallExtend Your CallExtend Unit Your CallExtend package contains a CallExtend unit a power transformer this User s Manual and a Quick Start Guide Many applications can get up and running immediately from the Quick Start Guide For other
25. e callers need to dial outside phone numbers directly through your phone system Inappropriate use of this feature could allow callers to dial long distance phone calls on your phone lines causing serious fraudulent toll charges for which you would be responsible It is crucial to program the phone system appropriately when this feature is used to prohibit callers from making unintended calls Call Management Products Inc is not responsible for any charges that may result from use of this feature Dia x05 8 Dial xX O 7 and verify that CallExtend displays F and says Flash where X the digit that the extensions or phone numbers begin with 95 Example If callers can direct dial phone numbers by dialing 9 plus the phone number this would be programmed by dialing 9 O 5 8 The 8 sequence must be dialed together without a significant pause after the Note In this mode CallExtend uses a timeout to determine when a caller has finished dialing If the caller pauses for 3 seconds CallExtend will assume that dialing has finished and will attempt to transfer the caller to the extension or phone number that was dialed Any further digits the caller dials will be ignored Automatically Dialing Digits Before the Extension In some cases CallExtend must automatically dial certain digits before the extension that the caller dials in order for the call to be transferred correctly through the phone s
26. ed 14 FIELD 1 Hook Flash Duration Field 1 should be programmed to match the hook flash duration used by your phone system for call transfers If your phone system s hook flash duration is a specific length find this length 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 Enter the single digit 0 9 shown for that duration into Field 1 of the chart on page 13 no hook flash 0 OOO 1S sec i eni 5 250 WS aree aA 1 TSO MMS aah 6 JOOS o e 2 JO S sisi a J AOUS annee 3 VECO ses heehee 8 J00 Miaran aies 4 ESEE N E T meee 9 FIELD 2 Ring To Answer On Field 2 tells CallExtend what ring to answer incoming calls on By default all calls are answered on the first ring To change this enter the number of times you want CallExtend to ring before it answers the call into Field 2 of the chart on page 13 FIELD 3 Transfer Supervision Mode CallExtend can be programmed for any of three call supervision modes gt Unsupervised blind transfers Enter 0 zero in Field 3 of the chart on page 13 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 If the call is not answered it should be disconnected or be directed elsewhere by the phone system gt Busy Only Supervision Enter a 1 one in Field 3 of t
27. he Busy Don t Answer Message before being disconnected 2 The Disconnect No Dial Calls option only affects calls where no digits at all are dialed Callers who dial 0 or who dial an invalid selection will still be transferred to the receptionist FIELD 6 Call Supervision Without Phone System Ringback Some telephone systems do not provide ringing or busy tones to CallExtend when it attempts to supervise a call transfer In this case enter a 1 in Field 6 of the chart on page 13 to have CallExtend wait a period of time for an answer rather than counting rings CallExtend will then interpret the number of rings entered into Field 3 to be a period of time where each ring equals 4 seconds and will wait this long before deciding that a call has not been answered FIELD 7 Supervision With Phone System Conference Calling On If the phone system s conference calling feature is on and requires that an extra hook flash be used to retrieve a call for a second transfer enter a 4 in Field 7 of the chart on page 13 This will cause CallExtend to perform an extra 4 hook flash when transferring busy unanswered calls to the receptionist FIELD 8 Pause After Dialing Receptionist It is occasionally necessary to have CallExtend pause after dialing the receptionist number before it hangs up to exit from the call Usually the necessary pauses can be included as digits in the receptionist number to do this dial
28. he chart on page 13 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 or disconnect it if Supervised Disconnect is selected in Field 4 If ringing is heard from the extension CallExtend will connect the call through to the extension and exit immediately 15 gt Full Supervision In this mode CallExtend will fully supervise call transfers looking for both busy and no answer conditions To select full supervision enter a digit 2 9 in Field 3 of the chart on page 13 this digit represents the number of rings CallExtend should hear before declaring a call unanswered and transferring it to the receptionist or disconnecting it if Supervised Disconnect is selected in Field 4 Enter for 12 rings or for 16 rings Note that CallExtend will retrieve calls transferred to busy extensions immediately Notes 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 will NOT hear ringing or busy tone The caller will hear what the phone system puts out to a caller on hold e g music or silence In some
29. ial 1 for Product A to reach extension 120 or dial 2 for Product B to reach 30 extension 189 This would be programmed by dialing 5 O 5 andthen 5 1 5 120 and 5 2 5 189 The message would be recorded by dialing 5 1 and speaking into the phone Hints on Entering Extensions Enter all numbers exactly as CallExtend must dial them 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 as part of the extension You can enter an off premise phone number hunt group or voice mailbox number by programming the exact digits to be dialed including an initial 9 or 1 To have CallExtend dial a as a digit in an extension or phone number enter two signs right in a row at the point in the number where should be dialed Each that is entered this way puts a single into the dialing sequence and counts as one digit in the extension phone number length To have CallExtend pause at a particular point while dialing enter a sign followed immediately by a x at the point in the extension or phone number where the pause should be Each pause is two seconds long and counts as one digit in the extension length Multiple pauses can be used Note that CallExtend automatically pauses after dialing a 0 8 9 x or that is the first digit of an extension or phone number
30. installations this manual details how to connect and program CallExtend The Programming Log at the end of this manual provides a place to record your programming 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 Connecting a Programming Phone to the Admin Port To change any of CallExtend s default settings or voice messages first connect a programming phone to CallExtend s Admin port This phone will be used to program CallExtend initially to record custom voice messages and to set Call Extend up for remote programming Once CallExtend has been set up for remote programming all of these functions can be done remotely or from the Admin phone The Admin phone must be a 2500 analog set which is a standard touch tone telephone that could be used on a home telephone line It must NOT be a proprietary telephone set designed exclusively for use on your phone system Connect the phone to CallExtend as shown using a standard 2 wire telephone cord Testing the Phone System Extension Ports Before connecting CallExtend to the extension ports of your phone system make sure that these ports are analog and that they can perform incoming call transfers The easies
31. ll 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 2 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 the phone system s hold recall timer so it is longer than the number of rings CallExtend is set to supervise see pages 14 15 to set the number of rings CallExtend supervises CallExtend answers calls but does not play its messages correctly The voice messages may have been erased by mistake or the message indexes may be corrupt Use the Erase All Messages command dial O 7 9 and then re record the messages 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 34 Returning a CallExtend for Repair If you suspect that your CallExtend may need repai
32. lled in any of the ROWS on this PAGE as you read through this manual follow these steps to program this information into CallExtend This section provides a place to record the information you program into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in As you read through this manual we suggest that you fill in these Programming Log to CallExtend and dialing plus the password set up on page 4 of this manual pages with any changes you plan to make to CallExtend s default programming l E l l l BE o 2 Dial the digits shown for each ROW you filled in You do not need to dial anything Then follow the steps shown to program this information into CallExtend for ROWS you did not fill in 3 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed PAGE 0 Programming Log J Review the programming by dialing the digits in the To review column If you receive an error redo that ROW 1 If any of the fields in ROW 0 are blank fill them in with the default values shown beneath that ROW PO To program To review 2 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in Prog to CallExtend and dialing plus the password set up on page 4 of this manual ROW 0 Dia 1 0 5 107 3 Dial the digits shown for each ROW you filled in You do not need to dial anything fo
33. lure 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 35 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 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 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 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 n
34. n be set up for each digit 1 9 and that can be dialed from the Main Greeting Each 2 Level Menu can have up to eight options to be reached by the caller dialing 1 8 at the 2 Level Menu Message each of these options can reach an extension or phone number up to 16 digits long To set up a 2 Level Menu dial as shown next on the Admin phone or during remote programming Dia x O0 5 the sequence must be dialed together without pause Dial x O 7 and verify that CallExtend displays and says pound Dial x 1 Speak to record your 2nd Level Menu Message and dial when done Dial X O Listen to the message If you are not satisfied with it erase it by dialing X 4 and then repeat the above step to re record where X the digit that callers dial from the main greeting to reach this msg Next enter the extensions or phone numbers that callers will reach when they dial a digit 1 8 while listening to this 2 Level Menu Message Dial X Y 5 plus an extension or phone number up to 16 digits long then Dial X Y 7 to review the extension number you entered and make sure it s correct where X the digit that callers dial from the main greeting to reach this msg and y the digit 1 8 that callers dial at the 2 Level Menu to reach this ext Example The XYZ Company s main greeting instructs callers to dial 5 for support These callers are transferred to a 2 Level Menu that instructs them to d
35. nal messages are used to play frequently repeated information to callers and then either have the caller dial an extension or be disconnected Example The ABC Movie Theater has callers dial 6 to hear what movies are currently playing After hearing this information the caller either dials 0 or is disconnected To set up an Informational Message or Company Directory lift the handset on the Admin phone or call into CallExtend and enter remote programming mode by dialing plus the 5 digit password that was set up on page 4 Then dial Dia x05 O Dial xX O 7 and verify that CallExtend displays and says O Dial x 1 Speak to record your message and dial when done Dial X O Listen to the message If you are not satisfied with it erase it by dialing X KX 4 and then repeat the above step to re record where X the digit that callers dial from the main greeting to reach this msg 29 Second Level Menus Second Level Menus can be programmed in CallExtend to allow each caller who dials a particular digit from the Main Greeting to reach an additional menu of single digit dialing choices In this mode 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 8 When they dial this second digit they will be transferred to an extension or outside phone number up to 16 digits long Up to ten 2 Level Menus ca
36. otify 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 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 If trouble is experienced with this equipment please contact your local dealer or Call Management Products Inc CMP 2150 W 6 Ave Unit D Broomfield 36 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 37 38 PAGE 1 Programming Log Programming Log If you fi
37. 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 rather than listening for ringback See Field 6 FIELD 4 Supervised Disconnect CallExtend can disconnect supervised calls if the desired extension is busy or doesn t answer instead of transferring the caller to the receptionist In this case CallExtend will play the Busy Don t Answer Message e g that extension is not available right now please try again later and then disconnect the caller To use this option enter a 1 one in Field 4 of the chart on page 13 also set Field 3 to busy only or full supervision To turn off this option set Field 4 to 0 zero FIELD 5 Disconnect No Dial Calls 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 16 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 does not pass through call abandon signals To have CallExtend hang up after the main greeting when nothing is dialed enter a 2 in Field 5 of the chart on page 13 Notes 1 If CallExtend has been set for Supervised Disconnect Mode in Field 4 you can enter a 1 one in Field 5 to have callers who do not dial anything hear t
38. ptionist number to pause while dialing or to perform a hook flash as part of the dialing sequence see the notes at the end of this section 20 Hunt To Receptionist A single Hunt To Receptionist extension can be programmed for each of CallExtend s two ports Calls will be directed to the Hunt To Receptionist if the Main Receptionist for that port is busy and returns busy signal when CallExtend tries to transfer a call to it If no Hunt To Receptionists are programmed calls will be transferred to the Main Receptionist without supervision To enter a Hunt To Receptionist lift the handset on the Admin phone or call into CallExtend and enter remote programming mode by dialing plus the 5 digit password that was set up on page 4 Then dial as follows Dial O25 plus an ext or phone number up to 16 digits long dial when done Dial O 2 77 toreview the number you entered and make sure it s correct This receptionist will be used for calls that are answered by CallExtend s Port 1 whenever the Port 1 Main Receptionist is busy and returns busy signal In addition if a separate Main Receptionist was not set up for Port 2 then this Hunt To Receptionist will be used for Port 2 calls as well However if a separate Main Receptionist was set up for Port 2 then a separate Hunt To Receptionist should be entered for Port 2 as well even if it is the same extension as the Port 1 Hunt To Receptionist If this field is left blank
39. r 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 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 fai
40. r ROWS you did not fill in ROW 1 Dial 1 1 5 117 4 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed ROW 2 Dia 1 2 5 9 5 Review the programming by dialing the digits in the To review column If you receive an error redo that ROW ROW 3 Dia 1 3 5 137 Field Numbers To review 123 45678910 Diak ROW 4 Diad 1 4 5 147 ROWO Diu 0 0 5 CTT TT TTT TT 4 007 Default values for these fields are 4 T 1 o 0 0 o 0 k 5 ROW 5 Dial 1 5 5 157 ROW 1 Dia O 1 5 017 ROW 6 Dia 1 6 5 eea ROW 2 Dial O 2 5 E 027 ROW 7 Did 1 7 5 177 ROW 3 Dia 0 3 5 E 037 ROW 8 Dia 1 8 5 1 87 ROW 4 Digi 0 4 5 047 ROW 9 Dia 1 9 5 1 9 7 PAGE 2 Programming Log If you filled in any of the ROWS on this PAGE as you read through this manual follow these steps to program this information into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in to CallExtend and dialing plus the password set up on page 4 of this manual 2 Dial the digits shown for each ROW you filled in You do not need to dial anything for ROWS you did not fill in 3 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed 4 Review the programming by dialing the digits in the To review column If you receive an
41. s do not begin with and can be used for single digit dialing from the main greeting if desired Single digit dialing can be used for departments to transfer callers who dial a particular digit to a predefined extension for informational messages such as company hours for a company directory listing people s names and extension numbers or for second level menus where callers are presented with a set of choices and can dial from among these choices Departments CallExtend can transfer callers who dial a particular digit at the Main Greeting to an extension that you program into it Example In the CBA Company the Main Greeting says Dial 4 for Sales callers who dial 4 are transferred to extension 120 To set up a Department lift the handset on the Admin phone or call into CallExtend and enter remote programming mode by dialing plus the 5 digit password that was set up on page 4 Then dial as follows Dia x05 Dial xXx O 7 and verify that CallExtend displays Il and says star Dial x 15 plus an ext or phone number up to 16 digits long dial when done Dial x 1 7 toreview the number you entered and make sure it s correct where X the digit that callers dial from the main greeting to reach this dept Example If the main greeting instructs callers to dial 4 for sales and these callers are transferred to extension 120 the Sales Department would be programmed by dialing 40 5 andthen 4 1
42. s follows Dial O 7 3 Speak to record the Port 2 Main Greeting dial when done Dial O 7 Listen to the Main Greeting If you are not satisfied with this message erase it by dialing O 7 8 and then repeat the above step to re record 0 0 W Dial OQ Speak to record the Port 2 Transfer Message dial when done Dial O 8 Listen to the Transfer Message If you are not satisfied with this message erase it by dialing O 8 8 and then repeat the above step to re record tO W Dial Q Speak to record the Port 2 BDA Message dial when done Dial 0 9 Listen to the BDA Message If you are not satisfied with this message erase it by dialing O 9 8 and then repeat the above step to re record Note The Secondary Messages are the same for both Ports 1 amp 2 To have callers hear different Secondary Messages have callers on Port dial a different digit than callers on Port 2 so they will go to a different Secondary Message 43 2 Programming System Settings CallExtend contains ten system settings that control how it handles calls All of these system settings are stored in one memory address and must be programmed at the same time This means that if you want to change a particular setting you must also program the other settings either with the default value shown for that field or with your own value For this reason we recommend you read through this whole section and decide how you want each field set write
43. s te mnenT ster 28 neat i arog eee ee i EEEN e a E E E E ES 29 TTI COATS W CL Ome E e EARE ER AEE l i E Hints on Entering Extensions exts w pauses hook flashes s 30 dransier SUPEEVIS1OM Modes aioi a E EA 14 Blind Transfers Unsupervised Mode sssssesssseesssssssseessssseseees 14 e Troubleshooting 2a sosce teens crete ee onan ee ey eee a ee eee 3 BUSY Oniy SUPEIV 1S 1011 sages cacer ttle A R T 14 PU SUP Ch yAS1Oi gi iaeck cian tacedea ce bccn TE TA 15 Jel Mire Bee 1 COTTIER C0 See een re een ene ean ene Tenn ene Tet mn rene tee 37 Supervised Disconnect Disconnecting Busy Unanswered Call Transfers 15 Use these pages to record any changes you make to CallExtend s programming Introduction Default Operation and Remote Programming CallExtend is an automated attendant that answers and routes up to two incoming phone calls at a time CallExtend answers each call with its default message or with a user recorded message and it allows the caller to dial an extension or a single digit for a department a secondary menu or an information message If no digits are dialed or if 0 is dialed the call is routed to the receptionist Alternately CallExtend can be programmed to disconnect callers who do not dial CallExtend can supervise call transfers if desired directing unanswered calls to the receptionist or disconnecting these calls after an appropriate message Once a call has been tran
44. sferred CallExtend is free to handle the next incoming call CallExtend s Default Settings CallExtend comes with default settings and voice messages to work with many applications If you want to have CallExtend perform as described next you do not need to change any settings To change the settings connect a standard touch tone phone a 2500 analog set to CallExtend s Admin port for details see page 5 and then dial on this phone as shown on the appropriate page of this manual Record any changes you make in the Programming Log at the back of this manual Note When you take the Admin phone off hook you should hear Ready and should see P on CallExtend s display If you do not receive this response then CallExtend may be handling a call In this case wait until the call has been transferred and P is displayed Remote Programming By default remote programming is disabled to prevent unauthorized access To allow remote programming see page 4 me is Ring to Answer On CallExtend is pre programmed to answer calls on the first ring To change this see page 14 Legal Extensions By default CallExtend will transfer callers to any extension they dial that starts with a 1 2 or 3 and that is less than six digits long For example extensions 10 39 are legal extensions as are 100 399 and 1000 3999 Extensions that start with a digit 4 9 such as 40 99 400 999 and 4000 9999 are con
45. sidered illegal by default Callers who dial a digit 4 9 whether or not it is followed by other digits will be transferred to the receptionist To make these extensions legal see page 23 To specify the length of valid extensions up to 16 digits see page 23 To have CallExtend dial extra digits before or after extensions see pages 25 26 To disable direct extension dialing or to specify that a particular starting digit is illegal see page 26 Call Supervision By default CallExtend performs busy only call supervision In this mode if CallExtend tries to transfer a call to an extension and hears a busy tone from this extension it will retrieve the call and transfer it to the receptionist If the extension is not busy CallExtend will cut the call through leaving the caller connected directly to the extension The other supervision modes are 1 blind transfers where all calls are cut through to extensions immediately 2 full supervision where calls to extensions that are busy or don t answer are sent to the receptionist 3 supervised disconnect where calls are disconnected if the extension dialed is busy or doesn t answer and 4 disconnect no dial calls where callers who do not dial anything at the main greeting are disconnected To use any of these supervision modes see page 14 Receptionist Extension If a caller dials 0 does not dial anything dials an illegal option or dials a busy extension CallExtend
46. sure that Single Digit Dialing for that digit has been programmed correctly as described on pages 27 30 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 to a higher number of rings see pages 14 15 lt 3 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 may be set to busy only or no supervision This causes CallExtend to transfer the call without answer supervision See pages 14 15 to change this 2 If this problem occurs when CallExtend is set to fully supervise call transfers check the Department Receptionist for the starting digit the caller dials see page 21 Next check the Main and Hunt To Receptionists pages 19 20 3 Make sure your telephone system can make a second call transfer from the analog ports without any restrictions To test this see page 6 4 If the conference calling feature on your phone system requires CallExtend to perform an extra hook flash for the second call transfer see page 16 5 Make sure that Supervised Disconnect is turned off see page 15 6 It is possible that the phone system has a system wide forward on busy no answer feature In this case the phone system would forward unanswered call transfers to
47. t way to determine this is to run tests on each of these ports as follows First program your phone system to route incoming calls to the ports CallExtend will be connected to Then connect a standard touch tone phone an analog 2500 set to one of these extension ports Have another person on a different phone obtain an outside phone line and call into the phone system This call should ring the phone you have connected and you should be able to answer it Perform the follow ing tests have the other person place a new call into the phone system for each Answer the call perform a manual hook flash dial an extension and hang up The caller should be connected to the extension and should hear ringing If the extension is answered the caller should be able to talk to the answering party Answer the call perform a manual hook flash and dial a busy extension When you hear busy tone perform another hook flash and make sure you are connected to the caller You should now be able to transfer the call again Answer the call perform a manual hook flash and dial an extension that doesn t answer After the number of rings you plan to have CallExtend supervise perform another hook flash and make sure you are connected to the caller You should now be able to transfer the call again If your phone system does not provide extension ringback you will hear silence instead of rings In this case count the number of seconds you want
48. te you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed 4 Review the programming by dialing the digits in the To review column If you receive an error redo that ROW To program To review ROW 0 Dia 8 O 5 7 807 ROW 1 Dia 8 1 5 817 ROW 2 Dia 8 2 5 T 8 2 7 ROW 3 Dial 8 3 5 7 83 7 ROW 4 Dial 8 4 5 7 8 4 7 ROW 5 Dia 8 5 5 T 8 5 7 ROW 6 Dial 8 6 5 7 8 6 7 ROW 7 Dial 8 7 5 7 87 7 ROW 8 Dial 8 8 5 7 8 8 7 ROW 9 Dial 8 9 5 E 8 9 7 PAGE 9 Programming Log If you filled in any of the ROWS on this PAGE as you read through this manual follow these steps to program this information into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in to CallExtend and dialing plus the password set up on page 4 of this manual 2 Dial the digits shown for each ROW you filled in You do not need to dial anything for ROWS you did not fill in 3 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed 4 Review the programming by dialing the digits in the To review column If you receive an error redo that ROW To program To review ROW 0 Dial 9 0 5 7 907 ROW 1 Dial 9 1 5 917 ROW 2 Dial 9 2 5 7 92 7 ROW 3 Dial 9 3 5 7 937 ROW 4 Dial 9 4 5 T 947 ROW 5 Dial 9 5 5 7 957 ROW 6 Dial 9 6 5 7 967 ROW 7 Dial 9 7 5 7 977 ROW 8 Dial
49. the Extension In some cases CallExtend must automatically dial extra digits after the extension that the caller dials To do this program the extension length normally as indicated earlier in this section Do not count the post dial digits in the extension length Next enter the post dial digits by dialing as follows Dial x 15 plus the digits to be dialed after the extension dial when done Dial X 1 7 toreview the digits you entered and make sure they re correct where X the digit that extensions begin with Example To have CallExtend automatically dial 14 after callers dial a 3 digit extension that starts with 2 e g 200 210 you would first program the extension length by dialing 2 O 5 3 and then program the post dial digits by dialing 215 14 Note The total length of the extension plus the post dial digits cannot be more than 16 digits Making Extensions Illegal to Direct Dial In some cases it may be desirable to make extensions that start with certain digits be illegal for callers to dial through CallExtend This can be done by using the digit these extensions start with for a Secondary Message see page 27 Alternately you can specify that this is an illegal starting digit by dialing as follows Dia x05 Dial X O 7 to make sure this field is empty where X the digit that is to be made illegal 27 Single Digit Dialing from Main Greeting Digits 1 9 that extension
50. the console or to the extension programmed into the phone system for this feature Check the phone system programming to modify this setting CallExtend ties up a phone line for a long time without transferring a call 1 This may occur because the phone system does 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 See page 17 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 a Main Receptionist has been programmed as described on page 19 Also if the phone system does not keep calls on hold for the Main Receptionist when that extension is busy you may want to program a Hunt To Receptionist as described on page 20 239 Voice Message Problems The main greeting is played twice to callers 1 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 ca
51. then Port 2 calls will be transferred to the Port 2 Main Receptionist without supervision To enter a different Hunt To Receptionist for calls that are answered by CallExtend s Port 2 dial as follows Dial 045 plus an ext or phone number up to 16 digits long dial when done Dial O 4 7 toreview the number you entered and make sure it s correct Note To use an outside phone number as the receptionist to have a be dialed as a digit in the receptionist number to pause while dialing or to perform a hook flash as part of the dialing sequence see the notes at the end of this section 21 Department Receptionists Department Receptionists are only used when CallExtend is supervising call transfers as described on page 14 Up to ten Department Receptionist extensions can be programmed for use by each starting digit that can be dialed from CallExtend s main greeting 1 9 and x This allows a different receptionist to be used for each category of calls such as calls to hotel rooms calls to administrative extensions or calls to the reservations toll free phone number In each case if the desired extension is busy or does not answer CallExtend will redirect the call to the Department Receptionist for that call based on what the caller originally dialed Example Callers who dial an extension beginning with 2 e g 200 can go to one Department Receptionist while a different Department Receptionist can be used
52. tion into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in to CallExtend and dialing plus the password set up on page 4 of this manual 2 Dial the digits shown for each ROW you filled in You do not need to dial anything for ROWS you did not fill in 3 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed 4 Review the programming by dialing the digits in the To review column If you receive an error redo that ROW To program To review ROW 0 Dial 4 0 5 7 40 7 ROW 1 Dial 4 1 5 417 ROW 2 Dial 4 2 5 7 427 ROW 3 Dial 4 3 5 7 43 7 ROW 4 Dial 4 4 5 7 4 4 17 ROW 5 Dial 4 5 5 T 457 ROW 6 Dial 4 6 5 7 467 ROW 7 Dial 4 7 5 7 4 77 ROW 8 Dial 4 8 5 7 48s 7 ROW 9 Dial 4 9 5 i 4 97 PAGE 5 Programming Log If you filled in any of the ROWS on this PAGE as you read through this manual follow these steps to program this information into CallExtend 1 Go off hook on the ADMIN phone or enter Remote Programming Mode by calling in to CallExtend and dialing plus the password set up on page 4 of this manual 2 Dial the digits shown for each ROW you filled in You do not need to dial anything for ROWS you did not fill in 3 After dialing your handwritten data dial to indicate you are done with that ROW If you enter 16 digits of data in a ROW the isn t needed 4
53. to have be a no answer condition each four seconds equals one ringing burst CallExtend will need to be set to count time instead of rings see page 16 Answer the call perform a manual hook flash and dial an extension that answers As soon as you hear the voice answer hang up The caller should be connected to the answering party without significant delay If the test transfers work then CallExtend will operate properly on these extension ports and you may proceed with the installation 6 If the test transfers do not work the following items may help you determine how to get transfers working Do not install CallExtend until test transfers are working as CallExtend will not be able to operate on these ports until then e The Class Of Service COS settings in the phone system may need to be modified Set them to allow these extensions to answer incoming calls in day and night mode if desired perform hook flashes transfer both internal amp external calls to extensions and to the console and retrieve calls from on hold e The hook flash in the phone system may be set to too narrow a range Increase this range In Mitel phone systems use the 150 200 1500 ms range e Lengthen the hold recall timer and the transfer recall timer in the phone system or turn off these timers This may be required for supervised transfers e Some phone systems require additional hardware from the phone system manufacturer in order
54. to allow analog equipment to answer and transfer calls If you are not able to get test transfers to work after trying the above suggestions contact the phone system manufacturer or their support provider 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 to connect CallExtend as shown Supply f ee a en ees CallExtend buai Port auto Attendant fm O EE phone incoming phone system lines Your phone system should be programmed to route incoming calls to the extension port s CallExtend is connected to 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 Power Failure Operation CallExtend is only able to answer and route incoming calls while it is powered up Without power CallExtend will not answer calls even if the phone system is able to ring these calls to CallExtend For this reason the phone system should be set up to ring incoming trunk calls directly to telephones during power outages Alternately CallExtend and the phone system can both be placed on an Uninterruptible Power Supply UPS to allo
55. w them to continue working during power failures Once power is restored CallExtend is immediately ready to resume answering calls Since all of CallExtend s programming and voice messages are stored in non volatile RAM this information is not lost during power failures There is never a need to reprogram CallExtend after a power failure However it is common for the phone system to require some programming after a power outage in order to resume ringing incoming calls to CallExtend this is particularly common in Mitel phone systems In addition some phone systems lose their class of service settings during power failures If after a power failure CallExtend does not answer calls or it answers calls but is not able to transfer them the phone system will need to be re programmed to ring incoming trunk calls to the extension s connected to CallExtend and to allow these extensions to transfer calls Recording Voice Messages Four Types of Voice Messages can be recorded in CallExtend These messages can be the same for both of CallExtend s ports or they can be different for Ports 1 amp 2 To record different greetings for each port see page 11 MAIN GREETING The Main Greeting is the initial message heard by all callers when CallExtend answers the incoming call Example You have reached the ABC Company If you know your party s extension dial it now For Sales dial 3 for a Company Directory dial 5 and for
56. will send the call to the receptionist by dialing 0 on the phone system To change the receptionist extension see page 19 To add another receptionist extension for calls to hunt to when the main receptionist extension is busy see page 20 To disconnect calls where the caller does not dial at oe all see page 15 To have callers on CallExtend s Port 1 go to a different receptionist than callers on Port 2 see page 19 To have callers who dialed a busy extension be sent to a different receptionist such as a department receptionist than callers who dialed 0 see page 21 Hook Flash By default CallExtend performs a 500 ms hook flash to transfer calls To change the length of this hook flash see page 14 Note When CallExtend is used on a Mitel phone system the Mitel must be set to use its 150 1500 or 200 1500 ms hook flash range and CallExtend should use its default 500 ms hook flash duration The other hook flash ranges available in Mitel phone systems will cause erratic performance when CallExtend transfers calls Voice Messages Default messages are provided in CallExtend to answer the call and invite the caller to dial an extension or dial 0 for the receptionist To record your own messages see page 9 Secondary Messages No default Secondary Messages are set up in CallExtend To add a second level menu an informational message such as company hours or a company directory see page 27
57. ystem In this case the caller would dial just the extension number and CallExtend would automatically insert the extra digits in front of this extension number when it transfers the call When CallExtend is used in this mode the digits that are dialed in front of the extension count towards the total length of the extension that is programmed into CallExtend To program CallExtend this way dial as follows Enter the total length of the digits to Dial the special digits Dia x 0 5 be dialed the number of digits in the 1 1 that CallExtend needs l extension plus the number of extra 1 to dial in front of the digits to be dialed first extensions Dial xX 0O 7 toreview the above entry and make sure it s correct In these instructions X is the digit that the actual extensions begin with what callers will dial Example To have callers dial a 3 digit extension that starts with 1 e g 100 110 and have CallExtend automatically dial 70 in front of this a total of 6 digits for CallExtend to dial you would dial 1 O 5 6 70 Note If the total length of the extension plus the extra pre dial digits 1s longer than 9 digits enter 8 as the extension length In this case see the warning under the 26 Direct Dialing Numbers up to 16 digits long heading The total of the extension length plus the pre dial digits cannot be more than 16 digits long Automatically Dialing Digits After
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