CMP CallExtend Version 3-53 User Manual

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TABLE OF CONTENTS

Introduction......................................................................................................... 1

Connecting CallExtend to Your Phone System................................................ 2

Your CallExtend Unit...................................................................................... 2

Testing the Phone System Extension Ports ..................................................... 2

Cabling CallExtend to Your Phone System .................................................... 3

Inserting the Battery Backup........................................................................... 4

Understanding CallExtend Programming........................................................ 5

CallExtend’s Programmable Memory............................................................. 5

Programming Format for Data ........................................................................ 7

Programming System Settings: PAGE 0, ROW 0 ........................................... 9

Hook-Flash Duration....................................................................................... 9

Pause between Greeting & Transfer.............................................................. 10

Transfer Supervision Modes ......................................................................... 10

Optional System Programming ..................................................................... 11

Programming Receptionist Extensions ........................................................... 13

Programming the Main Receptionist(s) ........................................................ 14

Programming the BDA Receptionist(s)......................................................... 15

Programming PAGE Receptionist(s) ............................................................ 16

Hints on Receptionist Extensions.................................................................. 17

Programming Direct Extension Transfers ..................................................... 19

Having CallExtend Dial Digits before or after Direct-Dialed Extensions .... 20

Programming Single Digit Transfers from a Menu....................................... 21

Single Level Menu Transfers ........................................................................ 21

Second Level Menu Transfers....................................................................... 23

Recording Voice Messages ............................................................................... 25

Programming Format for Voice Messages.................................................... 26

Programming Commands for Voice Messages ............................................. 27

Erasing and Re-Recording Voice Messages.................................................. 28

Recording the Main Greeting ........................................................................ 29

Recording a PAGE Message ......................................................................... 30

Recording a Transfer Message ...................................................................... 31

Recording a Busy-Don’t-Answer Message ................................................... 32

Remaining Voice Message Storage............................................................... 32

Appendix A: Data Display............................................................................... 35

Appendix B: Optional Programming............................................................. 37

Call Supervision in Phone Systems that Don’t Provide Ringing to

CallExtend ............................................................................................... 38

Disconnecting Busy/Unanswered Call Transfers.......................................... 38

Disconnecting Calls Where the Caller Doesn’t Dial Anything..................... 38

When PBX Conference Calling is Enabled................................................... 39

Having CallExtend Answer Calls after Several Rings .................................. 39

Selecting a Digit to Repeat Messages When Dialed ..................................... 39

Receptionist Numbers Longer than 8 Digits ................................................. 39

Transferring Calls to Off-Site Receptionists ................................................. 39

Using Separate Receptionists for Port 1 & Port 2 ......................................... 40

Having CallExtend PAUSE while Dialing.................................................... 40

Having CallExtend Hook-Flash between Dialed Digits................................ 41

Having CallExtend Detect a Different Calling Party Abandon..................... 41

Appendix C: Troubleshooting ........................................................................ 43

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Introduction

CallExtend is a two-port automated attendant that answers and routes your incoming

phone calls without your intervention.

CallExtend is available in three models:

 Version A, with 32 seconds of voice recording capability per port.

 Version B, with 1 minute of voice storage per port.

 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.

Connecting CallExtend to Your

Phone System

Your 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 call transfers.

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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.

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

system extensions that CallExtend is connected to.

have each incoming call ring simultaneously to both of the phone

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

stores all of its programmed settings, except the voice messages, in non-volatile

RAM, so these settings are not

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 is 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.

during power failures (see Figure 2). CallExtend

erased when there is a power failure.

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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.

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:

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

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.

). Each PAGE 0-9 corresponds to the first digit a caller

ROWS:

Each PAGE of CallExtend memory has room for ten “ROWS” (0-9) of

instruction sets detailing how to transfer calls.

DATA FIELDS:

When you begin programming CallExtend (as described in the following sections),

you will first program PAGES 0 and

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 the

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.

And each ROW on the PAGE can store up to eight FIELDS (single

touch-tone digits) of DATA.

with your system settings and your

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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 -

, in response to the prompts shown on the display:

DATA

Enter the

PAGE number

to be

programmed

When you first lift the ADMIN phone handset, CallExtend will prompt you with a

asking for the PAGE number you want to program. After you dial this, it will show

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):

ENTERS Data into a ROW on a PAGE

REVIEWS Data in a ROW on a PAGE

Enter the ROW

number to be

programmed

Hold down the

COMMAND key (

Enter Data,

Data) for a full second

7 = Review

5 =

Enter the DATA

(if using the

Enter Data

command)

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: 0 (to program ROW 0) ; CallExtend will next show C.

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

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 the

Admin Phone.

P, there

Each COMMAND digit dialed on the ADMIN phone must be held down for at

least one full second to be considered a legal command by CallExtend. For

example: When entering DATA into a ROW, you must hold down the

Data Command) until a

command, the DATA currently stored in this ROW of the PAGE will be displayed

after the

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

information on CallExtend’s display, see Appendix A.

7 key has been held down long enough. Command keys are highlighted in

d appears on the display. When you use the Review Data

# sign at the end of the data to indicate you’re done. For more

5 key (Enter

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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:

Dial:

0 0 7

highlighted digit

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 ms...........................5

250 ms.......................... 1 750 ms...........................6

300 ms.......................... 2 900 ms...........................7

400 ms.......................... 3 1 sec ..............................8

500 ms.......................... 4 1.5 sec ...........................9

Field 1 Field 2 Field 3

Single digit for phone

system’s Hook-flash duration (see table)

to review the DATA you entered & make sure it’s correct.

Number of seconds 0-9

to wait after greeting

for caller to dial

Hold this key down until the display changes

Single digit for

Transfer Supervision

Mode desired

FIELD 2: Pause 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

dialed extension is busy or does not answer.



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.



Full Supervision: In this mode, CallExtend will fully supervise call transfers,

looking for both busy and no answer conditions. To select full supervision

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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

character into this field) for 16 rings. CallExtend will send calls transferred to

busy extensions directly to the receptionist without delay.

for 12 rings or a # character (dial ## to enter a #



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 & 2 to different receptionists

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. 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

All of these are covered in depth in Appendix B, Optional Programming. See this

appendix for additional system settings, such as how to:

, ROW 0 contains optional system settings.



Use an extra hook-flash during call transfers (required by some phone

systems’ conference calling features)



Have CallExtend detect a different calling party abandon signal



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

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Programming the Main Receptionist(s):

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.

At least one Main Receptionist extension must be programmed, into PAGE 0,

ROW 1 of CallExtend. Up to four Main Receptionist 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:

1 5

Dial:

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

entering the extension number. If you want to include a

dial two

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 programmed.

0 1 7

highlighted digit

# signs right in a row in the appropriate place in the extension.

lus an extension up to 8 digits long; if less than 8, dial # when done.

to review the extension you entered & make sure it’s correct.

Hold this key down until the display changes

# sign to indicate that you are done

# as part of an extension,

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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

on the ADMIN phone and dial as follows:

Dial:

1 5

Dial:

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

entering the extension number. If you want to include a

dial two

To program additional receptionist extensions into PAGE

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 programmed.

1 7

# signs right in a row in the appropriate place in the extension.

lus an extension up to 8 digits long; if less than 8, dial # when done.

to review the extension you entered & make sure it’s correct.

# sign to indicate that you are done

, ROW 1, lift the handset

# as part of an extension,

, ROWS 2-4, dial as

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:

Dial:

8 5

Dial:

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.

1 8 7

1 9 7

9 5

lus the first 8 digits of the extension; if the extension is less than 8 digits

long, dial # when you’re done dialing.

to review the digits you entered & make sure they’re correct.

lus the remainder of the extension (if any); if less than 8 digits, dial #

when done.

to review the digits you entered & make sure they’re correct.

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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

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

the beginning of a call transfer sequence, enter

receptionist extension (e.g., enter

CallExtend dial a

appropriate location by dialing

ADMIN phone.

# as part of a number, program a # character in the

70212 for extension 212). To have

## (two # signs right in a row) from the

70 at the beginning of each

70 at

receptionist to use, it will look through the receptionists in the following order

until it finds a programmed receptionist:

PAGE

Receptionist

Once CallExtend finds a programmed receptionist, it will immediately transfer the

call to this receptionist. This transfer is made without supervision.

BDA

Receptionist

Main

Receptionist

♦ To remove an extension from the Main or BDA Receptionist list, use a

# sign to erase the contents of the applicable ROW. For example, to

single

erase the contents of PAGE 0, ROW 1, dial

0 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.

♦ 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

remainder of the number into ROW 2. ROWS 3 and 4 of both

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

## to enter a # character) into Field 7 of PAGE 0, ROW 0, as described

(dial

in Appendix B, Case G. Also see Appendix B for additional receptionist

options.

); then enter the

PAGES 0 and

# character

♦ 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

- 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

Example: If your phone system uses 3-digit extensions that begin with

either “1” or “2” (100, 110, 200, etc.), program PAGES 1 and 2 as shown:

PAGE 1 - Dial: 1

Dial: 1

PAGE 2 - Dial: 2

Dial: 2

1-9 1-9

then

0 5

then

0 7

0 5 3 #

0 7

0 5 3 #

0 7

then the extension length, then:

to review the ext length & make sure it’s correct.

Verify the display shows

Special digit dialing:

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:

PAGE 5 - Dial: 5

Dial: 5

If your phone system requires that special digits be dialed after

when transferring calls, you can enter these special digits on ROW 1 of the

PAGE(S). Do not

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 after the extension number.

CallExtend would be programmed as follows:

If your phone system requires that special digits be dialed in

0 5 6 * 7 0 #

0 7

include these digits in the total extension length programmed into

Verify the display shows

6 i 7 0

the extension number

Page 2, Row 0 - Dial: 2

Dial: 2

Page 2, Row 1 - Dial: 2

Dial: 2

0 5 3 #

0 7

1 5 1 #

1 7

Verify the display shows

- 20 -

Programming Single Digit Transfers

from a Menu: PAGES 1-9

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

levels of menu transfers.

Single Level Menu Transfers:

To program a PAGE for single level menu transfers, you will first program a

into ROW 0 of the PAGE and then enter the extensions that you want calls

transferred to into ROWS 1-6 of the PAGE.

For example, to have callers “dial 4 for Support,” you would enter a

ROW 0 and up to six extensions for the Support Department into ROWS 1-6 of

PAGE 4. See the following “Hints” section for information on how CallExtend

works when multiple extensions are entered for menu transfers.

Each extension in a ROW can be up to 8 digits long (to use an extension longer than

8 digits, see the following Hints). When programming an extension shorter than 8

digits, press a single

number. If you want to include a

a row in the appropriate place in the extension.

Example: The ABC Company wants callers to be able to dial 3 for Sales

and 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:

# sign to indicate that you are done entering the extension

# as part of an extension, dial two # signs right in

in PAGE 4,

Page 3, Row 0 - Dial: 3

Dial: 3

This enters a * (star) into PAGE 3, ROW 0. Next, extension 117 is entered

0 5

0 7

Verify the display shows

into PAGE 3, ROW 1:

Page 3, Row 1 - Dial: 3

Dial: 3

Hints on Programming Menu Dialing:

1 5 1 1 7 #

1 7

Verify the display shows

1 1 7

♦ Enter each extension number exactly as the phone system needs to see it to

transfer the call. If the phone system needs to see

extension to transfer a call, enter

enter in CallExtend (e.g., enter

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

priate location by dialing

phone. To have CallExtend pause during dialing, see Case I in Appendix B.

# as part of a number, program a # character in the appro-

## (two # signs right in a row) from the Admin

70 at the beginning of each extension you

70117 for ext 117). You can enter an off-

70 at the beginning of an

♦ A phone number up to 16 digits long can be entered into CallExtend as the

only number in the menu list. To program this, enter a

to enter a

first eight digits of the number into ROW 1 of the PAGE and enter the

remainder of the number into ROW 2. ROWS 3-6 of the PAGE will be

ignored after this.

# character) instead of a

in ROW 0 of the PAGE. Then, enter the

# character (dial ##

♦ 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 (hold the 5 down until d appears on the display) #. CallExtend will still use

the extensions before & after the empty ROW.

2 1 5

♦ 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

ROW 2, even if the first extension is available. If you want calls to be sent to

a hunt group, program the hunt group extensions into the phone system, and

only the starting extension of the hunt group into CallExtend.

- 22 -

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

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 (e.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 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.

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:

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

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.

you will program ROWS 1-6 of this PAGE with the

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:

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 digits 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:

enter the first 8 digits of each extension in the ROW

Page 4, Row 0 - Dial: 4

Dial: 4

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:

Page 4, Row 1 - Dial: 4

Dial: 4

Page 4, Row 2 - Dial: 4

Dial: 4

0 5 9 #

0 7

1 5 1 0 1 #

1 7

2 5 1 0 5 #

2 7

Verify the display shows

1 0 1

1 0 5

- 24 -

Recording Voice Messages

CallExtend is available in three versions: Version A provides up to 32 seconds

time on each port for recording your digital voice messages, Version B provides up

to 1 minute

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:

PAGE MESSAGE:

TRANSFER MESSAGE:

BUSY - DON’T ANSWER (BDA) MESSAGE:

of digital voice storage on each port, and Version D provides up to 2

This is the initial message played to all callers when CallExtend answers

the incoming call.

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.

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.”

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

10). The message plays after the unsuccessful call transfer attempt, but before

the call is transferred to the receptionist. A sample 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

MAIN

GREETING

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.

be recorded in this order:

PAGE 1

MESSAGE

PAGE 9

MESSAGE

TRANSFER

MESSAGE

BDA

MESSAGE

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

digit and begin recording or listening.

Enter the

PAGE number

to be

programmed

Enter the ROW

number to be

programmed

Hold down the

COMMAND key (see

Table of Commands)

for a full second

- 26 -

S – then release the command

Speak into the

Admin phone if

using Record

Command

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

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.

Message PAGE ROW

Main Greeting

PAGE Message

Transfer Message

0 7

1-9 7

0 6

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 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

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,

down until the Data display returns to

Dial:

To erase just the last message you recorded,

Commands listed in the chart on page 27 and dial on the Admin Phone in the

following format:

0 7 9

PAGE number

dial as shown on the Admin Phone (the 9 should be held

This will clear all of the voice messages, so new ones can be recorded.

so it can be re-recorded, use the Erase

0-9

ROW number

5-7

ERASE command 4, 6, 8, or

on the display)

BDA Message

0 5

As with all other CallExtend commands, the ERASE command digit must be held

down for at least one full second, until the CallExtend display returns to

- 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 & 2 of CallExtend or record a different greeting

for each port. To record the same greeting on both CallExtend ports,

dial the following on the ADMIN phone:

Dial:

Different Main Greetings

COMMANDS

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:

7 1

Speak into the Admin Phone to record the greeting; hang up when done.

0 7 0

highlighted digit

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 P; then, repeat the above step to re-record.

2 and 3 in place of the 1 shown above. Different greetings are

Hold this key until the display changes to

can be recorded on CallExtend’s Port 1 & 2 by using the

you would

Dial:

Then, to RECORD and REVIEW a different greeting on Port 2, you would dial:

Dial:

Repeating the Main Greeting:

as a repeat digit. If a 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 “

to turn off the repeat function, see Appendix B, Case F.

corresponds to a PAGE you are using (e.g., do not use “9” if you are using PAGE 9).

0 7 2 0 7 0

0 7 3 0 7

” (e.g., “Dial * to hear this message again”). To use a different digit or

Speak into the Admin Phone to record the greeting; hang up when done.

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 P; then, repeat the above step to re-record.

Speak into the Admin Phone to record the greeting; hang up when done.

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 P; then, repeat the above step to re-record.

You can designate a particular digit (1-9 or * or #)

Do not use a digit that

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, Row 7 -

Dial: 6

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:

Dial:

6 7 1

7 0

Say, “Our office is located at 123

Main St., Anytown, USA.”

Hang up when done.

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.

Page 4, Row 7 -

Dial: 4

Dial:

4 7 1

7 0

Say, “For assistance with Product

A, press 1. For assistance with

Product B, press 2.” Hang up.

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:

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:

Dial:

0 6 1 0 6 0

Say, “Please hold while I try that extension.” Hang up when done.

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 to 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

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:

Dial:

0 5 1

0 5 0

Say, “That extension is not answering; please hold for the receptionist.” Hang up when done.

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.

, after the Main Greeting(s), all PAGE

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.

Remaining Voice Message Storage:

When a message is reviewed using one of the CallExtend Review Commands (

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 (i.e., the amount of time still available for recording more messages). Following is a chart of these single digits and their values:

Digit

displayed:

A 9 8

7 6 5 4 3 2

Approximate percent of total voice storage that is

still available for recording messages:

All voice storage (98-100%) is available for use

90-97% is available for use

80-89% is available for use

65-79% is available for use

55-64% is available for use

45-54% is available for use

35-44% is available for use

25-34% is available for use

15-24% is available for use

3-14% is available for use

0-2% is available for use

This page intentionally left blank

- 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:



P -- When the receiver of the ADMIN phone is picked up, the Data display will

P (to indicate that CallExtend is in Programming Mode and is waiting

show

for a PAGE



r -- Once a PAGE number has been dialed, the Data display will show r to

indicate that a ROW



C -- Once a ROW number has been dialed, the Data display will show C (to

indicate that a COMMAND

keys must be pressed and held down for at least one full second (until the

display changes) before being released.



d -- When the 5 key (Enter Data Command) has been held down long enough,

the display changes to

DATA



S -- When the 1, 2, or 3 key (Record Voice Message Command) has been held

down long enough, the display changes to

recording your SPEECH

After a Review Data Command, the Data display shows the contents of the PAGE

and ROW specified. Each digit is shown for a second, and then the next digit is

displayed. Blanks are shown as

(since the display can’t form the shape *), a pound character (#) as c and a

number to be entered).

is needed next.

should be entered next); remember that command

d (indicating that CallExtend is ready to receive

S (indicating that CallExtend is

message).

‘

(small squares); an asterisk or star (*) is shown

pause as

beeps and shows

The following chart summarizes the Data display:

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.

—

(a dash or hyphen). If an error occurs during programming, CallExtend

’

(three lines).

Displayed: Indicates:

—

‘

’

0-9

waiting for a PAGE number to be entered

waiting for a ROW number to be entered

waiting for a COMMAND to be entered

waiting for DATA to be entered

Speech Mode: talk into the Admin phone to record a voice message

a * stored in memory

a # stored in memory

a pause stored in memory

a blank stored in memory

a hook-flash character stored in memory

a programming error has occurred

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

- 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

If none of the cases in this Appendix applies to your installation, you need only

program Fields 1, 2, & 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 (

program.

Record your PAGE 0, ROW 0 settings here. To program, dial on the Admin Phone:

Dial:

Record your PAGE

Dial:

, ROW 0, and they are described in the cases in this Appendix.

‘

) for the fields you didn’t

1 2 3 4 5 6 7 8

0 7

0 0 0 0 0

Review the DATA to make sure it’s correct.

, ROW 0 settings here. To program, dial as shown:

1 2 3

0 0

Review the DATA to make sure it’s correct.

Field Numbers

Default values

Field Numbers

Default values

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

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 does not pass through call

abandon signals (see Case K). To set CallExtend this way, set Field 2

of PAGE *,

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

should be set to 4. In this case, CallExtend will do an extra (4

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

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 3

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

Case G: Direct calls to a receptionist extension longer than 8 digits or to an

outside phone number. This field affects both

PAGE 0 and the BDA Receptionists entered into PAGE

PAGE 0, program a

field). Then, program the receptionist extensions into PAGES 0 and

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

of PAGE *, ROW 0 to the digit (1-9, *, or #) to be used as the

# character into Field 7 (dial ## to enter a # character into this

of PAGE 0, ROW 0 to the number of times you want

the Main Receptionists entered into

of PAGE 0, ROW 0

) hook-flash when

. First, in ROW 0 of

as follows:

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

NOTE: When using an outside phone number as the receptionist, you may

need to modify Field 8

phone number and then immediately exits 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

receptionist extensions for both PAGES 0 and

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 dialing string normally; at each spot you want

CallExtend to pause while dialing, enter a pause character by dialing

ADMIN phone (a single

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

. Program a 1 (one) into Field 7 of PAGE 0, ROW 0 and then program the

NOTE: CallExtend automatically pauses 2 seconds after dialing the first

digit of an extension or phone number that begins with 8, 9, 0,

of PAGE 0, ROW 0. If CallExtend dials an outside

as follows: In ROW 1, enter the

# sign followed immediately by a single

— (dash) for each pause.

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#* on the

without a

, or a #

character. If a

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

pause is added after the initial 8, 9, 0, *, or # character,

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

each hook-flash character. Note: CallExtend will still use its normal hook-flashes

when transferring calls; these do NOT need to be programmed.

Case 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



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.



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

of PAGE 0, ROW 0 as follows:

F for

CallExtend doesn’t see either of these, it will pause 5 seconds to allow the

caller to dial, and then it will transfer the call.



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.

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.

To prevent this (if your receptionist

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Appendix C:

Troubleshooting

If you experience problems when installing CallExtend, 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.

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 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

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

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.

being

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

ROWS 1-6 on the PAGE, to make sure that the desired extensions have been

programmed correctly.

(star). Also, review the data in

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 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.

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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 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

) 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

) 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

then re-record the messages, in the order described on page 26.

0 7 and hold down 9 until the Data display returns to

0 7 and hold down 9 until the Data display returns to P

) and

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

then re-record the messages, in the order described on page 26.

A voice message stops part-way through at a random point

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.

0 7 and hold down 9 until the Data display returns to P

, and there is a pause

) and

How to Reach Customer Support:

If you encounter problems you are not able to resolve with your CallExtend system,

contact your CallExtend dealer or Call Management Products Inc., Broomfield,

Colorado, at (303) 465-0651 or (800) 245-9933.

Returning a CallExtend for Repair:

If you suspect that your CallExtend may need repair, contact our Customer Support

Department from the site where CallExtend is connected. A technician will ask you

some questions about the installation and will go through some tests over the phone.

If the Customer Support technician determines that the CallExtend needs to be

returned for repair, he or she will issue you a Return Merchandise Authorization

(RMA) number.

CallExtend comes with a 1-year warranty on parts and labor. If the manufacture date

on the bottom of the CallExtend is over 12 months old, a photocopy of the actual

sales receipt is required to prove the purchase date. Out-of-warranty repairs are

available.

- 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 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 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 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), 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 -

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.

CallExtend

User’s Manual

Rev. 98A1020

CMP CallExtend Version 3-53 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual