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
P
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
an
COMMAND. There are two Data Commands (Voice Commands are described later
in the manual):
ENTERS Data into a ROW on a PAGE
5
REVIEWS Data in a ROW on a PAGE
7
r
Enter the ROW
number to be
programmed
C
Hold down the
COMMAND key (
Enter Data,
Data) for a full second
7 = Review
5 =
d
Enter the DATA
(if using the
Enter Data
command)
P,
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
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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:
Dial:
0
0
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
5
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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p
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:
0
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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