CMP CallExtend Version 4 User Manual
TABLE OF CONTENTS
Introduction: Default Operation and Remote Programming......................... 1
CallExtend’s Default Settings ......................................................................... 1
Resetting CallExtend to the Default Settings.................................................. 3
Remote Programming...................................................................................... 4
Installing CallExtend.......................................................................................... 5
Connecting a Programming Phone to the Admin Port .................................... 5
Testing the Phone System Extension Ports ..................................................... 6
Cabling CallExtend to Your Phone System .................................................... 7
Power Failure Operation ................................................................................. 8
Recording Voice Messages ................................................................................. 9
Main Greeting ................................................................................................. 9
Transfer Message ............................................................................................ 9
Busy-Don’t-Answer Message ....................................................................... 10
Secondary Messages ..................................................................................... 10
Erasing All User-Recorded Voice Messages ................................................ 11
Recording Different Messages on Ports 1 & 2.............................................. 11
Programming System Settings......................................................................... 13
Hook-Flash Duration..................................................................................... 14
Ring to Answer On........................................................................................ 14
Transfer Supervision Modes ......................................................................... 14
Blind Transfers (Unsupervised Mode)..................................................... 14
Busy-Only Supervision............................................................................ 14
Full Supervision....................................................................................... 15
Supervised Disconnect (Disconnecting Busy/Unanswered Call Transfers).. 15
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Disconnect No-Dial Calls.............................................................................. 15
Call Supervision Without Phone System Ringback ...................................... 16
Supervision With Phone System Conference Calling On ............................. 16
Pause After Dialing Receptionist .................................................................. 16
Voice Message Repeat Character.................................................................. 17
Pause between Greeting & Transfer.............................................................. 17
Having CallExtend Detect a Short Calling Party Abandon........................... 17
Programming Receptionist Extensions ........................................................... 19
Main Receptionist ......................................................................................... 19
Hunt-To Receptionist .................................................................................... 20
Department Receptionists.............................................................................. 21
Hints on Receptionist Numbers (exts w/ pauses, hook-flashes, #’s)............. 22
Direct Extension Dialing .................................................................................. 23
Direct-Dialing Fixed-Length Extensions up to 9 digits long ........................ 23
Direct-Dialing Variable-Length Extensions up to 5 digits long.................... 23
Direct-Dialing Numbers up to 16 digits long................................................ 24
Automatically Dialing Digits Before the Extension...................................... 25
Automatically Dialing Digits After the Extension ........................................ 26
Making Extensions Illegal to Direct-Dial ..................................................... 26
Single Digit Dialing from Main Greeting........................................................ 27
Dialing to Reach a Department ..................................................................... 27
Informational Messages ................................................................................ 28
Company Directory ....................................................................................... 28
nd
2
Level Menus ............................................................................................ 29
Hints on Entering Extensions (exts w/ pauses, hook-flashes, #’s) ................ 30
Troubleshooting ................................................................................................ 31
Programming Log............................................................................................. 37
Use these pages to record any changes you make to CallExtend’s programming
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Introduction: Default Operation
and Remote Programming
CallExtend is an automated attendant that answers and routes up to two incoming
phone calls at a time. CallExtend answers each call with its default message or with
a user-recorded message, and it allows the caller to dial an extension or a single digit
for a department, a secondary menu, or an information message. If no digits are
dialed, or if “0” is dialed, the call is routed to the receptionist. Alternately,
CallExtend can be programmed to disconnect callers who do not dial.
CallExtend can supervise call transfers if desired, directing unanswered calls to the
receptionist, or disconnecting these calls after an appropriate message. Once a call
has been transferred, CallExtend is free to handle the next incoming call.
CallExtend’s Default Settings:
CallExtend comes with default settings and voice messages to work with many
applications. If you want to have CallExtend perform as described next, you do not
need to change any settings. To change the settings,
phone (a “2500 analog set”) to CallExtend’s “Admin” port (for details, see page 5),
and then dial on this phone as shown on the appropriate page of this manual. Record
any changes you make in the Programming Log at the back of this manual.
Note: When you take the “Admin” phone off-hook, you should hear “Ready” and
should see
CallExtend may be handling a call. In this case, wait until the call has been
transferred and
P on CallExtend’s display. If you do not receive this response, then
P is displayed.
Remote Programming: By default, remote programming is disabled, to prevent
unauthorized access. To allow remote programming, see page 4.
connect a standard touch-tone
Ring to Answer On: CallExtend is pre-programmed to answer calls on the first
ring. To change this, see page 14.
Legal Extensions: By default, CallExtend will transfer callers to any extension
they dial that starts with a “1,” “2,” or “3” and that is less than six digits long. For
example, extensions 10-39 are legal extensions, as are 100-399 and 1000-3999.
Extensions that start with a digit 4-9 (such as 40-99, 400-999, and 4000-9999) are
considered illegal by default. Callers who dial a digit 4-9 – whether or not it is
followed by other digits – will be transferred to the receptionist. To make these
extensions legal, see page 23. To specify the length of valid extensions (up to 16
digits), see page 23. To have CallExtend dial extra digits before or after extensions,
see pages 25-26. To disable direct extension dialing, or to specify that a particular
starting digit is illegal, see page 26.
Call Supervision: By default, CallExtend performs “busy-only” call supervision.
In this mode, if CallExtend tries to transfer a call to an extension and hears a busy
tone from this extension, it will retrieve the call and transfer it to the receptionist. If
the extension is not busy, CallExtend will cut the call through, leaving the caller
connected directly to the extension.
The other supervision modes are: 1) blind transfers, where all calls are cut through to
extensions immediately; 2) full supervision, where calls to extensions that are busy
or don’t answer are sent to the receptionist; 3) supervised disconnect, where calls are
disconnected if the extension dialed is busy or doesn’t answer; and 4) disconnect no-
dial calls, where callers who do not dial anything at the main greeting are
disconnected. To use any of these supervision modes, see page 14.
Receptionist Extension: If a caller dials “0”, does not dial anything, dials an
illegal option, or dials a busy extension, CallExtend will send the call to the
receptionist by dialing “0” on the phone system. To change the receptionist
extension, see page 19.
To add another receptionist extension for calls to hunt to when the main receptionist
extension is busy, see page 20. To disconnect calls where the caller does not dial at
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all, see page 15. To have callers on CallExtend’s Port 1 go to a different receptionist
than callers on Port 2, see page 19. To have callers who dialed a busy extension be
sent to a different receptionist (such as a department receptionist) than callers who
dialed “0”, see page 21.
Hook-Flash: By default, CallExtend performs a 500 ms hook-flash to transfer
calls. To change the length of this hook-flash, see page 14.
Note: When CallExtend is used on a Mitel phone system, the Mitel
set to use its 150 – 1500 or 200 – 1500 ms hook-flash range, and CallExtend
should use its default 500 ms hook-flash duration. The other hook-flash
ranges available in Mitel phone systems will cause erratic performance
when CallExtend transfers calls.
must be
Voice Messages: Default messages are provided in CallExtend, to answer the
call and invite the caller to dial an extension or dial “0” for the receptionist. To
record your own messages, see page 9.
Secondary Messages: No default Secondary Messages are set up in
CallExtend. To add a second-level menu, an informational message (such as
company hours), or a company directory, see page 27.
Repeat Character: If a caller dials “
age will replay from the beginning. To change this repeat character, see page 17.
” during a CallExtend message, the mess-
*
Resetting CallExtend to the Default Settings:
It is possible to erase everything that has been programmed into CallExtend in the
field (including any custom voice messages) and restore the default settings. This is
done by unplugging CallExtend from power, taking the “Admin” phone off-hook,
and holding the “#” key down while plugging CallExtend back into power.
show on CallExtend’s display for approximately 15 seconds (as soon as
the “#” key can be released). Once the display returns to
hung up, or CallExtend can be reprogrammed.
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P, the Admin phone can be
E will
E appears,
Remote Programming:
Almost all of CallExtend’s settings and voice messages can be programmed from a
remote location, by calling into CallExtend and dialing
password. However, as a safety precaution, the password can only be set up or
changed from a telephone that is connected directly to the “Admin” port on the
CallExtend unit. The password cannot be set remotely. As an additional safety
measure, remote programming is disabled by default,
access to CallExtend’s programming. If CallExtend is to be programmed remotely, a
password must
To allow remote programming,
Dial: # 0 5
Dial: # 0 7 to review the password you entered and make sure it’s correct
To enter remote programming mode (once a password has been set up), call the
phone number that CallExtend answers. While listening to CallExtend’s main
greeting, dial:
Dial: #and enter the 5-digit password:
You will hear “Ready,” and can begin programming. When done programming,
simply hang up. If you pause for more than 30 seconds while programming,
CallExtend will disconnect your call and will return to normal operating mode. (If
you hang up while recording a voice message, it may take up to 2 minutes to return
to normal operating mode, and the resulting message may not be correct.)
Note: You cannot enter programming mode while CallExtend is handling a call. If
you call in for remote programming and do not hear “Ready” when you dial
your password, then there may be a call in progress, and you will have to wait until
that call has been transferred. Once CallExtend enters programming mode, it will
not answer other incoming calls until 30 seconds after the remote programming
phone has been hung up.
be entered from the Admin phone.
dial as follows on CallExtend’s Admin phone:
lus the 5-digit password you want to use: _________________ and #
__________________________
(write your password here)
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# plus a user-set 5-digit
to prevent unauthorized
# plus
Testing the Phone System Extension Ports:
Installing CallExtend
Your CallExtend Unit:
Your CallExtend package contains a CallExtend unit, a power transformer, this
User’s Manual, and a Quick Start Guide. Many applications can get up and running
immediately from the Quick Start Guide. For other installations, this manual details
how to connect and program CallExtend. The Programming Log at the end of this
manual provides a place to record your programming.
The CallExtend unit has ports labeled PORT 1 and PORT 2 that are connected to 1
or 2 analog extension ports on your phone system. A standard touch-tone phone
(2500 set) connects to the Admin port for programming CallExtend. The power
transformer connects to the port labeled POWER and then to an A/C wall outlet.
Connecting a Programming Phone to the Admin Port:
To change any of CallExtend’s default settings or voice messages, first connect a
programming phone to CallExtend’s “Admin” port. This phone will be used to
program CallExtend initially, to record custom voice messages, and to set Call-
Extend up for remote programming. (Once CallExtend has been set up for remote
programming, all of these functions can be done remotely or from the Admin phone.)
The Admin phone must be a “2500 analog set,” which is a standard touch-tone
telephone that could be used on a home telephone line. It must NOT be a proprietary
telephone set designed exclusively for use on your phone system. Connect the phone
to CallExtend as shown, using a standard 2-wire telephone cord:
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Before connecting CallExtend to the extension ports of your phone system, make
sure that these ports are analog and that they can perform incoming call transfers.
The easiest way to determine this is to run tests on each of these ports, as follows:
First, program your phone system to route incoming calls to the ports CallExtend
will be connected to. Then, connect a standard touch-tone phone (an analog 2500
set) to one of these extension ports. Have another person, on a different phone,
obtain an outside phone line and call into the phone system. This call should ring the
phone you have connected, and you should be able to answer it. Perform the follow-
ing tests (have the other person place a new call into the phone system for each):
• Answer the call, perform a manual hook-flash, dial an extension, and hang up.
The caller should be connected to the extension and should hear ringing. If the
extension is answered, the caller should be able to talk to the answering party.
• Answer the call, perform a manual hook-flash, and dial a busy extension.
When you hear busy tone, perform another hook-flash and make sure you are
connected to the caller. You should now be able to transfer the call again.
• Answer the call, perform a manual hook-flash, and dial an extension that
doesn’t answer. After the number of rings* you plan to have CallExtend
supervise, perform another hook-flash and make sure you are connected to the
caller. You should now be able to transfer the call again.
* If your phone system does not provide extension ringback, you will hear
silence instead of rings. In this case, count the number of seconds you want to
have be a no-answer condition (each four seconds equals one ringing burst).
CallExtend will need to be set to count time instead of rings; see page 16.
• Answer the call, perform a manual hook-flash, and dial an extension that
answers. As soon as you hear the voice answer, hang up. The caller should be
connected to the answering party without significant delay.
If the test transfers work, then CallExtend will operate properly on these extension
ports, and you may proceed with the installation.
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If the test transfers do not work,
get transfers working. Do not install CallExtend until test transfers are working,
as CallExtend will not be able to operate on these ports until then.
• The Class-Of-Service (COS) settings in the phone system may need to be
modified. Set them to allow these extensions to: answer incoming calls (in day
and night mode, if desired); perform hook-flashes; transfer both internal &
external calls to extensions and to the console; and retrieve calls from on hold.
• The hook-flash in the phone system may be set to too narrow a range. Increase
this range. (In Mitel phone systems, use the 150/200 - 1500 ms range.)
• Lengthen the hold recall timer and the transfer recall timer in the phone system,
or turn off these timers. This may be required for supervised transfers.
• Some phone systems require additional hardware from the phone system
manufacturer in order to allow analog equipment to answer and transfer calls.
If you are not able to get test transfers to work after trying the above
suggestions, contact the phone system manufacturer or their support provider.
the following items may help you determine how to
Cabling CallExtend to Your Phone System:
After testing the phone system’s analog extension ports, you are ready to connect
CallExtend to these extensions. Use standard modular cords with RJ11C connectors
to connect CallExtend as shown:
Your phone system should be programmed to route incoming calls to the extension
port(s) CallExtend is connected to. Typically, if both ports of CallExtend are to be
used, incoming calls should be routed first to the phone system extension that is
connected to CallExtend’s Port 1. Calls should then hunt to the phone system
extension connected to CallExtend’s Port 2.
Power Failure Operation:
CallExtend is only able to answer and route incoming calls while it is powered up.
Without power, CallExtend will not answer calls, even if the phone system is able to
ring these calls to CallExtend. For this reason, the phone system should be set up to
ring incoming trunk calls directly to telephones during power outages. Alternately,
CallExtend and the phone system can both be placed on an Uninterruptible Power
Supply (UPS), to allow them to continue working during power failures.
Once power is restored, CallExtend is immediately ready to resume answering calls.
Since all of CallExtend’s programming and voice messages are stored in non-volatile
RAM, this information is not
reprogram CallExtend after a power failure. However, it is common for the phone
system to require some programming after a power outage, in order to resume
ringing incoming calls to CallExtend (this is particularly common in Mitel phone
systems). In addition, some phone systems lose their class-of-service settings during
power failures.
If, after a power failure, CallExtend does not answer calls, or it answers calls but is
not able to transfer them, the phone system will need to be re-programmed to ring
incoming trunk calls to the extension(s) connected to CallExtend, and to allow these
extensions to transfer calls.
lost during power failures. There is never a need to
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Recording Voice Messages
Four Types of Voice Messages can be recorded in CallExtend. These messages can
be the same for both of CallExtend’s ports, or they can be different for Ports 1 & 2.
To record different greetings
MAIN GREETING:
The Main Greeting is the initial message heard by all callers when CallExtend
answers the incoming call.
for each port, see page 11.
is very helpful for callers to hear when CallExtend is in a supervised mode, where
the calling party will be on hold and will not hear ringing or busy signal from the
extension CallExtend dials.
To record the Transfer Message, dial as follows on the Admin phone or while
programming remotely:
Dial: 0 8 1 Say, “Please hold while I try that extension.” Dial # when done.
Dial: 0 8 0 Listen to the message. If you are not satisfied with it, erase it by
dialing 0 8 4 and then repeat the above step to re-record.
BUSY-DON’T ANSWER (BDA) MESSAGE:
Example: “You have reached the ABC Company. If you know your
party’s extension, dial it now. For Sales, dial 3; for a Company Directory,
dial 5; and for our address, dial 6. To speak to an operator, please stay on
the line. To hear this message again, dial *.”
To record the main greeting, dial as follows on the Admin phone or while
programming remotely (to enter remote programming, call in and dial
digit password that is set up on page 4):
Dial: 0 7 1 Speak to record the greeting; dial # when done.
Dial: 0 7 0
Repeating Messages:
repeat digit. If a caller dials this digit during the Main Greeting or a secondary mess-
age, they will hear the message played again from the beginning. By default, the
repeat digit is “
*
isten to the greeting. If you are not satisfied with this message, erase
it by dialing 0 7 4 and then repeat the above step to re-record.
You can designate a particular digit (1-9 or * or #) as a
”. To use a different digit or to turn off this function, see page 17.
# plus the 5-
TRANSFER MESSAGE:
The Transfer Message plays after the caller has dialed, just before CallExtend
transfers the call. Example: “Please hold while I try that extension.” This message
The BDA Message is an optional message that is used when CallExtend supervises
call transfers (see page 14). The BDA Message plays when CallExtend tries to
transfer a call to an extension, but that extension is busy or doesn’t answer. In
this case, CallExtend retrieves the call, plays the BDA Message, and transfers the
call to the receptionist (or disconnects it, in Supervised Disconnect Mode).
Examples: “That extension is busy; please hold for the receptionist” or “That
extension is not available right now; please try your call again later.”
To record the BDA message, dial as follows on the Admin phone or while
programming remotely:
Dial: 0 9 1 Speak to record your message; dial # when done.
Dial: 0 9 0 Listen to the message. If you are not satisfied with it, erase it by
dialing 0 9 4 and then repeat the above step to re-record.
SECONDARY MESSAGES:
A SECONDARY MESSAGE is an optional message that is played to callers who
dial a particular digit from the main greeting. Up to ten Secondary Messages can be
recorded, to be reached by callers dialing 1-9 or
from the Main Greeting.
*
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There are four primary applications for Secondary Messages: 1) an Informative
Message, such as company hours or driving directions; 2) a Company Directory,
listing names and extensions of employees; 3) a Second Level Menu, giving callers
the ability to dial a digit to select from a second set of options; 4) a Department
Message, to play specific information (such as a support disclaimer, or the sale of
the day) to every caller before they are transferred to that department. To program
CallExtend for any of these uses, see page 27.
Erasing All User-Recorded Voice
Messages:
It is sometimes desirable to erase all user-recorded voice messages and return to the
default messages. Additionally, if the message indexes become corrupted, it is
necessary to erase all user-recorded messages and then re-record them. (If you
receive repeated errors while trying to record messages, where you hear “illegal” or a
warbling tone and see
To erase all user-recorded messages,
programming remotely:
Dial: 0 7 9
’ on CallExtend’s display, the indexes are corrupt.)
dial on the Admin Phone or while
such an application, calls that are answered by CallExtend’s Port 1 will hear different
messages than calls answered by CallExtend’s Port 2.
Note: To prevent the message indexes from being corrupted, always erase a
message before re-recording it, as shown in the message recording instructions.
Also, if you want to change a single message at a later date,
was the last message you recorded. If you have recorded other messages after the
one you want to change, you must erase all of the messages with the command
shown above, and then re-record them all.
you can only do so if it
Recording Different Messages on Ports 1 & 2:
If desired, different messages can be recorded for CallExtend’s Ports 1 & 2.
Different messages are sometimes used in shared office environments, in bilingual
applications, or when separate day/night modes are used in the phone system. In
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Note: It is also possible to direct the calls answered by Port 1 to a different
receptionist than the calls answered by Port 2. To do this, see page 19.
To RECORD and REVIEW the messages for Port 1
Admin phone or while programming remotely (to enter remote programming, call in
and dial
Dial: 0 7 2 Speak to record the Port 1 Main Greeting; dial # when done.
Dial: 0 7 0 Listen to the Main Greeting. If you are not satisfied with this message,
Dial: 0 8 2 Speak to record the Port 1 Transfer Message; dial # when done.
Dial: 0 8 0
Dial: 0 9 2 Speak to record the Port 1 BDA Message; dial # when done.
Dial: 0 9 0 Listen to the BDA Message. If you are not satisfied with this message,
Then, to RECORD and REVIEW the messages for Port 2
Dial: 0 7 3 Speak to record the Port 2 Main Greeting; dial # when done.
Dial: 0 7
Dial: 0 8 3 Speak to record the Port 2 Transfer Message; dial # when done.
Dial: 0 8
Dial: 0 9 3 Speak to record the Port 2 BDA Message; dial # when done.
Dial: 0 9
Note: The Secondary Messages are the same for both Ports 1 & 2. To have callers
hear different Secondary Messages, have callers on Port 1 dial a different digit than
callers on Port 2, so they will go to a different Secondary Message.
# plus the 5-digit password that is set up on page 4):
erase it by dialing 0 7 6 and then repeat the above step to re-record.
isten to the Transfer Message. If you are not satisfied with this message,
erase it by dialing 0 8 6 and then repeat the above step to re-record.
erase it by dialing 0 9 6 and then repeat the above step to re-record.
Listen to the Main Greeting. If you are not satisfied with this message,
*
erase it by dialing 0 7 8 and then repeat the above step to re-record.
*
*
isten to the Transfer Message. If you are not satisfied with this message,
erase it by dialing 0 8 8 and then repeat the above step to re-record.
Listen to the BDA Message. If you are not satisfied with this message,
erase it by dialing 0 9 8 and then repeat the above step to re-record.
, dial the following on the
, dial as follows:
Programming System Settings
CallExtend contains ten system settings that control how it handles calls. All of
these system settings are stored in one memory address and must be programmed at
the same time. This means that if you want to change a particular setting, you must
also program the other settings, either with the default value shown for that field, or
with your own value. For this reason, we recommend you read through this whole
section and decide how you want each field set – write this value in the chart at the
bottom of this page. Then,
The system settings are changed by dialing on the Admin phone (see page 5 to
connect an Admin phone) or by calling into CallExtend and dialing
digit Remote Programming Password (see page 4 to set up this password). While
programming, you will hear voice prompts from CallExtend; if you watch the
display on the front of the CallExtend unit, you will also see digits displayed.
Note: You cannot program CallExtend while it is handling a call. If you pick up the
handset of the Admin phone (or call in for remote programming) and do not hear
“Ready,” then there is a call in progress, and you will have to wait until that call has
been transferred. Once CallExtend enters programming mode, it will not answer
incoming calls. To resume normal operation, hang up the Admin phone or the
remote programming phone (after remote programming, there is a 30-second timeout
before CallExtend resumes answering incoming calls).
Dial: 0 0 7
0 0 5
Dial:
CallExtend will list between 3 and 10 numbers; write these down in fields
1-10 below. Then, make any desired changes to these values, based on the
information in the rest of this section of the manual. If a field is still blank
after this, fill in the default value shown below that field.
program these settings.
1 2 3 4 5 6 7 8 9 10
# plus the 5-
Field Numbers
#
Dial: 0 0 7 Review the DATA to make sure it matches what you entered.
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4 1 1 0 0 0 0 0
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5 Default values
*
FIELD 1: Hook-Flash Duration:
Field 1 should be programmed to match the hook-flash duration used by your phone
system for call transfers. If your phone system’s hook-flash duration is a specific
length, find this length in the following table. If your phone system is set to accept a
of hook flashes, select a value that is in the middle of this range. Enter the
range
single digit 0-9 shown for that duration into Field 1 of the chart on page 13:
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 2: Ring To Answer On:
Field 2 tells CallExtend what ring to answer incoming calls on. By default, all calls
are answered on the first ring. To change this, enter the number of times you want
CallExtend to ring before it answers the call into Field 2 of the chart on page 13.
FIELD 3: Transfer Supervision Mode:
CallExtend can be programmed for any of three call supervision modes:
Ö Unsupervised (blind transfers): Enter 0 (zero) in Field 3 of the chart on page
13 to have CallExtend transfer calls blindly, without supervision. In this mode,
CallExtend will connect the call through to the desired extension and then
immediately exit from the call. If the call is not answered, it should be
disconnected or be directed elsewhere by the phone system
.
Ö Busy-Only Supervision: Enter a 1 (one) in Field 3 of the chart on page 13 to
select this mode. In this mode, if CallExtend detects a busy tone from the
extension it is transferring the call to, it will retrieve the call and transfer it to
the receptionist (or disconnect it, if Supervised Disconnect is selected in Field
4). If ringing is heard from the extension, CallExtend will connect the call
through to the extension and exit immediately.
Ö Full Supervision: In this mode, CallExtend will fully supervise call transfers,
looking for both busy and no answer conditions. To select full supervision,
enter a digit 2-9 in Field 3 of the chart on page 13; this digit represents the
number of rings CallExtend should hear before declaring a call unanswered and
transferring it to the receptionist (or disconnecting it, if Supervised Disconnect is
selected in Field 4). Enter
CallExtend will retrieve calls transferred to busy extensions immediately.
Notes on Full Supervision Mode:
for 12 rings or ## for 16 rings. Note that
*
♦ CallExtend will connect a call through to an extension upon hearing a
voice answer. This connection may take a moment, so the first word(s)
said by the answering party may not be heard by the caller.
♦ While CallExtend is supervising the call transfer, the phone system will
have the call in an “On Hold” status, so the calling party will NOT hear
ringing or busy tone. The caller will hear what the phone system puts out
to a caller on hold (e.g., music or silence).
♦ In some phone systems, ringing will not be sent to the extension
originating a call transfer. In this case, CallExtend can be programmed to
wait for a period of TIME, rather than listening for ringback. See Field 6.
FIELD 4: Supervised Disconnect:
CallExtend can disconnect supervised calls if the desired extension is busy or
doesn’t answer, instead of transferring the caller to the receptionist. In this case,
CallExtend will play the “Busy - Don’t Answer Message” (e.g., “that extension is
not available right now; please try again later”) and then disconnect the caller. To
use this option, enter a “1” (one) in Field 4 of the chart on page 13; also, set Field 3
to busy-only or full supervision. To turn off this option, set Field 4 to “0” (zero).
FIELD 5: Disconnect No-Dial Calls:
Callers who do not dial anything in response to CallExtend’s main greeting can be
disconnected, rather than being transferred to the receptionist. This option can be
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