CMP CallExtend Versions 2-2 – 2-9 Service Manual

Table of Contents Table of Contents

TABLE OF CONTENTS

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

Connecting CallExtend to Your Phone System .............. 3

Your CallExtend Unit........................................................ 3

Testing Your Phone System Extension Ports ..................3

Cabling CallExtend to Your Phone System...................... 4

Inserting the Battery Backup............................................ 5

Programming Your CallExtend Unit................................. 7

Recording the Voice Greeting .......................................... 7

Ö Single Message on Both Ports.............................. 8

Ö Separate Message on Each Port .......................... 8

CallExtend's Programmable Memory............................... 9

Programming Commands & Format .............................. 11

Programming System Settings into PAGE 0.................. 12

Ö Phone System Hook-Flash Duration................... 12

Ö Length of Pause between Greeting & Transfer... 12

Ö Transfer Supervision Modes ............................... 12

Setting up Receptionist Extensions................................ 14

Calling Party Transfers .................................................. 16

Ö Transferring Directly to an Extension .................. 16

Ö Transferring to a Department .............................. 18

Appendix C: Optional Programming.............................25

Preventing Callers from Interrupting the Greeting.......... 26

Call Supervision in Phone Systems that Don't

Provide Ringing to CallExtend.................................... 26

When PBX Conference Calling is Enabled .................... 26

When Extensions Begin with "8" ....................................26

Having CallExtend Answer Calls after Several Rings ....26

Using Separate Receptionists for Port 1 & Port 2 .......... 27

Receptionist Numbers Longer than 8 Digits...................27

Transferring Calls to Off-Site Receptionists ................... 27

Having CallExtend PAUSE while Dialing .......................28

Appendix D: From a Caller's Point of View ..................29

Appendix E: Troubleshooting........................................ 31

Appendix A: Data Display .............................................. 21

Appendix B: Sample Setup............................................ 23

Table of Contents Call Management Products Page i Page ii Call Management Products Table of Contents

Introduction

Introduction Introduction

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NOTES:

CallExtend is a two-port automated attendant that answers and

routes your incoming phone calls without human intervention.

CallExtend can be connected to one or two analog extension

ports on a PBX or hybrid key phone system with hook-flash call

transfer capability. CallExtend answers a call and 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. Calls are

then routed to either a department or a direct extension. If no

digits are dialed, or if "0" is dialed, the call is routed to the

receptionist(s).

If desired, CallExtend can supervise call transfers, directing

unanswered calls to a receptionist, or it can transfer the call to

the appropriate extension and then immediately exit from the

call. CallExtend is then free to handle the next incoming call.

Introduction Call Management Products Page 1 Page 2 Call Management Products Introduction

Connecting CallExtend to Your Phone System Connecting CallExtend to Your Phone System

Connecting CallExtend to Your

Phone System

Your CallExtend Unit

system (obtain an outside phone line and call back into the

phone system by dialing the number that an outside caller

would use). This call should ring the phone you have

connected. Answer the call and try to transfer it to an

extension. If this test transfer works, then this extension port is

set up properly, and you can connect CallExtend to the

extension. If you plan to use a second extension port with

CallExtend, test that extension also.

Your CallExtend package should contain a CallExtend unit, a

power transformer, this manual, and a Programming Guide.

The CallExtend unit has ports labeled PORT 1 and PORT 2

that should be connected to one or two analog extension ports

on your phone system. Connect a standard touch-tone phone

to the ADMIN port to program 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 CallExtend. The Programming Guide

provides a place to record your CallExtend programming.

Testing the Phone System Extension Ports

Before connecting CallExtend to your phone system, make

sure the extension ports you are planning to connect

CallExtend to are analog and are set up for call transfers.

CallExtend will not work on an extension port that is not

set up for call transfers.

Cabling CallExtend to Your Phone System

Once you have verified that call transfers work on the extension

port(s) you plan to connect CallExtend to, you are ready to

connect CallExtend to these extensions, using standard

modular cords as shown in Figure 1.

NOTE: Make sure that your phone system has been set up to

transfer incoming calls to the CallExtend extensions. Also,

make sure that if both of the CallExtend ports are busy,

additional incoming calls will "overflow" to an extension that is

answered by the receptionist(s) or another CallExtend unit.

To do this, first program your phone system to route incoming

calls to the analog extension(s) CallExtend will be connected

to, and connect a phone to one of these extensions. Next,

make a test call from another phone that comes into the phone

Connections Call Management Products Page 3 Page 4 Call Management Products Connections

Connecting CallExtend to Your Phone System Connecting CallExtend to Your Phone System

Inserting the Battery Backup

CallExtend stores all of its programmed settings, except the

voice greeting, in non-volatile RAM, so these settings are not

erased when there is a power failure. A 9-volt battery can be

inserted on the back of the CallExtend unit to prevent loss of

the voice greeting during power failures (see Figure 2).

answering calls after power is restored, but it will not

have a message to play. To avoid this, check the battery

regularly (especially after power failures). The "Batt.

Low" light will come on to indicate low battery levels.

Figure 2

A slight power fluctuation may occur when a battery is inserted,

and this can cause the greeting message to be lost. For this

reason, always check that the greeting is still in place after

inserting a new battery.

NOTE: If the battery runs out (or if no battery is

inserted), CallExtend will lose the voice message when

there is a power failure. In this case, it will resume

Connections Call Management Products Page 5 Page 6 Call Management Products Connections

Connecting CallExtend to Your Phone System Connecting CallExtend to Your Phone System

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NOTES:

Connections Call Management Products Page 7 Page 8 Call Management Products Connections

Programming Your CallExtend Unit Programming Your CallExtend Unit

Single Message on Both Ports:

Programming Your

CallExtend Unit

After CallExtend has been connected to your phone

system, it must be programmed. Programming CallExtend is

done by connecting a standard touch-tone phone to the ADMIN

port on the CallExtend unit and dialing on this phone.

Figure 3

Recording the Voice Greeting

The user records a voice greeting up to 32 seconds in length

into CallExtend. This greeting generally identifies their

company and invites callers to dial certain digits to reach an

individual or department.

To have CallExtend play the same greeting on both Port 1 and

Port 2, use the phone connected to the ADMIN port to record

the greeting, as follows:

Dial

Dial

When you lift the handset on the ADMIN phone, CallExtend's

"Data" display will show P for Programming Mode. When you

dial

*

The decimal point (period) after the

there are only eight seconds left to record in the greeting.

Separate Message on Each Port:

To have CallExtend play a different greeting to callers who

reach Port 1 than to callers who reach Port 2, use the phone

connected to the ADMIN port to record the greetings, as

follows:

8

and Read your greeting into the phone.

*

Hang up when done.

4

and Listen to the greeting.

*

the Data display will change to S. for Speech Mode.

S

will begin blinking when

Sample Voice Greeting:

"You've reached the ABC Company. If you are calling

from a touch-tone phone and know the extension you

wish to reach, you can dial that extension at any time.

For sales, dial 1. For support, dial 3. For accounting,

dial 4. If you are calling from a rotary phone or would

like to speak to an operator, please stay on the line and

someone will assist you shortly."

Programming Call Management Products Page 9 Page 10 Call Management Products Programming

Dial

Dial

Dial

Dial

After the second message (Port 1) has been recorded, you will

not be able to listen to the first message (Port 2) from the

8

and Read your greeting for Port 2 into

*

the phone. Hang up when done.

4

and Listen to the Port 2 greeting.

*

1

and Read your greeting for Port 1 into

*

the phone. Hang up when done.

4

and Listen to the Port 1 greeting.

*

ADMIN phone in CallExtend. If you want to listen to this

message again, call into Port 2 of the CallExtend from an

outside phone line.

To change the Port 1 voice message at a later time, you can

1

dial

Port 2 message, you must follow the complete process shown

above and re-record both

and speak into the ADMIN phone. To change the

*

messages.

Programming Your CallExtend Unit Programming Your CallExtend Unit

dialed and then consults that PAGE in its memory to determine

how to handle the call.

The caller's first digit can be any number between 0 and 9.

These digits can be programmed as summarized in the

following chart:

Digit dialed by caller: Result:

0 Transfers call to receptionist.

CallExtend's Programmable Memory

CallExtend's memory consists of seven PAGES of data

storage. A PAGE in memory can be compared to a single

page of paper with eight rows of data on the page. The

number of each PAGE of CallExtend's memory

corresponds to the first digit dialed by a caller.

The Programming Guide included with your CallExtend unit

has a separate sheet for each PAGE of CallExtend's memory.

1-8 Transfers call to extensions that

begin with the digit 1-8.

1-7 If not used for extensions,

transfers call to a department.

9 Repeats voice greeting.

You only need to program the PAGES in CallExtend that

correspond to the digits your extensions begin with and

the digits you want to use for department lists.

Example: You might want callers to be able to dial "1"

to reach the Sales Department, "2" to reach Technical

Support, or directly dial any extension. If your

extensions all begin with either the digit 5 or 6 (e.g., 52,

54, 61, 68, etc.), then you will need to program PAGES

1, 2, 5, and 6.

When a caller dials an extension or dials a single digit to be

transferred to a department, CallExtend looks at the first digit

Programming Call Management Products Page 11 Page 12 Call Management Products Programming

Programming Your CallExtend Unit Programming Your CallExtend Unit

Programming Commands & Format

Programming System Settings into PAGE 0

To program CallExtend, you will dial digits on a touch-tone

phone connected to the ADMIN port. CallExtend uses two

basic programming commands:

7

for REVIEWING DATA.

5

for LOADING DATA and

CallExtend's Data Display prompts you to enter commands in

the following format:

When using a 5 (Load) or 7 (Review) command, hold the

key down until the Data display changes. With the Load

command, the Data display will show "d," prompting you to load

data; with the Review command, it will begin showing the data

recorded earlier. You can load up to 8 digits of data with a

Load command; if you load fewer than 8 digits, dial # (a pound

sign) to indicate you are finished entering data.

Use the Programming Guide supplied with CallExtend to

record all data you program into the unit. The following is a

sample from the Programming Guide that you would use

when programming PAGE 2, Row 1.

#

Dial

2 1 5

Data display shows d), plus:

Dial

2 1 7

(hold until

(hold until Data display changes) and verify the extension.

(if shorter

than 8 digits)

Use PAGE 0 of CallExtend's memory to set up system

information and receptionist extensions. Row 0 of PAGE 0

contains three fields that must be programmed and five

optional fields (described in Appendix C). To program the three

basic fields, dial the following on the ADMIN phone:

Dial

0 0 5

Data display shows d), plus:

Dial

0 0 7

(hold until

(hold until Data display changes) & verify the data is correct

Length of
phone
system's
hook-flash
duration

Number of
secs to wait
after greet­ing before
transfer

Transfer
supervision
mode
desired

#

Hook-Flash Duration:

Set this to match the hook-flash dura-

tion used by the phone system for call transfers. Enter a digit

0-6, where "0" equals no hook-flash, "1" is a 1/4 second flash

duration, "2" is a 1/2 second duration, "3" is 3/4 of a second, "4"

is 1 second, "5" is 1-1/4 seconds, and "6" is 1-1/2 seconds.

Pause Duration:

After CallExtend plays the voice greeting, it

will wait the number of seconds indicated in this field before

transferring the call to the receptionist(s). This gives callers

time to dial in response to the greeting. Enter the number of

seconds (0-7) to wait (e.g., "4" waits 4 seconds).

Transfer Supervision Mode:

This field controls how

CallExtend supervises call transfers. CallExtend can operate

in one of three modes:

Ö

Full Supervision Mode: Enter 2-9 in this field to have

CallExtend fully supervise call transfers, looking for busy or

no answer. This number tells CallExtend how many rings*

Programming Call Management Products Page 13 Page 14 Call Management Products Programming

Programming Your CallExtend Unit Programming Your CallExtend Unit

to wait for an extension to answer before transferring the

call to the receptionist (e.g., "5" means wait 5 rings). Enter

for 12 rings or ## for 16 rings.

*

* To use Full Supervision Mode in phone systems that do

not provide ringing sounds to CallExtend, see Appendix C.

A Note about Full Supervision Mode: CallExtend

connects a call to an extension when it hears a voice

answer. This connection takes a moment, so the first word

said by the person answering the extension may not be

heard by the caller.

Ö

Busy Supervision Mode: Enter 1 (one) in this field to

have CallExtend look for busy tone only. If a busy tone is

heard from the extension, CallExtend transfers the call to

the receptionist(s). If ringing is heard from the extension,

CallExtend exits the call immediately and connects the call

to the extension. If the extension rings and is not

answered, CallExtend will NOT retrieve the call and send it

to the receptionist(s).

Ö

Unsupervised Mode: Enter 0 (zero) in this field to have

CallExtend transfer calls without supervision. CallExtend

will transfer the call to the desired extension and then

immediately exit 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.

Setting up Receptionist Extensions:

In Full Supervision Mode, callers will be transferred to the

receptionist(s) if the extension dialed is busy or does not

answer. In addition, if a caller dials "0" in response to the voice

greeting, does not dial anything, or dials an invalid digit, the call

will be connected to the receptionist(s).

At least one receptionist extension must be programmed

into PAGE 0, Row 1. Up to seven receptionist extensions can

be programmed, into Rows 1-7 of PAGE 0. To program the

receptionist extensions, dial the following on the ADMIN phone:

Dial

PAGE # (0), Row #

(1-7),

5

(hold until Data

display shows d), plus:

Dial

PAGE # (0), Row #

(1-7),

7

(hold until Data

display changes) and:

a receptionist extension
(up to 8 digits long)

Verify the extension is correct.

#

is shorter than

8 digits)

(if extension

Example: To load two receptionist extensions, you

would dial the following:

Dial

0 1 5

Data display shows d), plus:

Dial

0 1 7

Data display changes) and:

Dial

0 2 5

Data display shows d), plus:

Dial

0 2 7

Data display changes) and:

(hold until

(hold until

(hold until

(hold until

1st receptionist
extension (up to 8 digits
long)

Verify the extension is correct.

2nd receptionist
extension (up to 8 digits
long)

Verify the extension is correct.

#

is shorter than

8 digits)

#

is shorter than

8 digits)

(if extension

(if extension

,

Programming Call Management Products Page 15 Page 16 Call Management Products Programming

Notes on Setting Up Receptionist Extensions:

1.) CallExtend does not supervise calls it sends to the

receptionist. It is recommended that you: A) enter

receptionist extensions that will always be answered; or

B) make sure the phone system will place a call on hold if

the receptionist extension is busy and will not try to send

this call back to CallExtend; or C) specify a phone system

hunt group as the receptionist.

2.) CallExtend does not hunt through multiple receptionist

extensions. If more than one receptionist extension is

programmed, CallExtend will transfer the first call to the

first receptionist extension (the one in Row 1) and the next

call to the second receptionist extension (Row 2), even if

the first receptionist is available. CallExtend will not

send another call to the first receptionist extension until it

has sent a call to each extension on the receptionist list.

3.) 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

call transfer sequence, enter

extension (e.g., enter

enter a phone number, hunt group, or voice mailbox

number by programming the exact digits to be dialed,

including an initial "9" or "1." Note: To have CallExtend dial

a # as part of a number, enter two # signs in a row, without

a significant pause.

Programming Your CallExtend Unit Programming Your CallExtend Unit

70 at the beginning of a

*

70 at the beginning of each

*

70212 for extension 212). You can

*

Row 1 of PAGE 0; enter the remainder of the number into

Row 2. Rows 3-7 of PAGE 0 will be ignored after this.

When using receptionist extensions longer than 8 digits,

you must also enter ## into Field 7 of PAGE 0, Row 0, as

described in Appendix C.

5.) To remove an extension from the receptionist list, use a

single # sign to erase the contents of the appropriate Row.

For example, to erase the contents of PAGE 0, Row 3, dial

0 3 5 #

and after the empty Row on the list.

. CallExtend will still use the extensions before

Calling Party Transfers

PAGES 1-7 of CallExtend's memory control CallExtend's

response to what callers dial. Each PAGE of memory

corresponds to the first

caller dials "2

instructions on how to handle the call.

14," CallExtend will examine PAGE 2 for

Transferring Directly to an Extension:

To have callers dial extensions directly, you must program

your extension length into the PAGE(S) that correspond to

the first digit(s) of your extensions. For example, if your

extensions are in the form 210, 221, 234, etc., you would

program PAGE 2, Row 0 for a 3-digit extension format.

CallExtend accepts extensions up to 8 digits long.

digit dialed by the caller. Example: if a

4.) An extension or phone number up to 16 digits long can

be entered into CallExtend as the only receptionist. To

program this, enter the first eight digits of the number into

Programming Call Management Products Page 17 Page 18 Call Management Products Programming

Only Row 0 needs to be programmed for each PAGE set up for

direct-dialing to extensions. Rows 1-7 are left blank.

Programming Your CallExtend Unit Programming Your CallExtend Unit

To program direct extension dialing, dial the following on the

ADMIN phone for each PAGE that corresponds to the first digit

of an extension (if your extensions begin with the digit 8, see

Appendix C):

Dial

PAGE # (1-7), 0 5

(hold until Data display shows

d), plus:

Dial

PAGE # (1-7), 0 7

(hold until Data display

changes) and:

the extension length
(total number of digits
in each extension)

Verify the extension length is correct.

#

Example: If your phone system uses 4-digit

extensions that begin with either "5" or "6" (5300, 5750,

6105, etc.), program PAGES 5 and 6, as shown:

Dial

5 0 5

Data display shows d), plus:

Dial

5 0 7

Data display changes) and:

Dial

6 0 5

Data display shows d), plus:

Dial

6 0 7

Data display changes) and:

(hold until

(hold until

(hold until

(hold until

4 #

Verify the extension length is correct.

4 #

Verify the extension length is correct.

Rows 1-7 on the PAGE are left blank.

A Note on Direct-Dialing Extensions:

Some phone systems require that special digits be dialed in

front of the extension number as part of a call transfer. In this

case, you should enter the special digits after the extension

length when programming Row 0 of the PAGE(S). (For the

extension length, enter the total of the special digits plus the

length of the extension number.) CallExtend will then insert the

digits in front of the extension a caller dials.

Example: The ABC Company uses extensions that

begin with "4" and are three digits long (e.g., 403, 415,

435, etc.). They want callers to reach an extension if

they dial it directly (e.g., by dialing "403"). However, in

order to transfer a call on their phone system, the

special digits

70 must be dialed before the extension

*

number. In this case, CallExtend's PAGE 4 would be

programmed as follows:

Dial

4 0 5

Data display shows d), plus:

Dial

4 0 7

Data display changes) and:

(hold until

(hold until

6*70 #

Verify the values just entered.

Transferring to a Department:

PAGES that are not used for direct-dialing extensions can be

used in a department menu, if desired. To program a PAGE as

a department, you must program a

into Row 0 of that PAGE

*

and then enter the extensions that you want calls transferred to

into Rows 1-7 on the PAGE. For example, to have callers "dial

5 for Sales," you would enter a

in PAGE 5, Row 0 and up to

*

seven extensions for the Sales department into Rows 1-7.

Each extension can be up to 8 digits long (to use a 16-digit

extension, see the following Note 2). When an extension

shorter than 8 digits is entered, press # to indicate that you are

done entering the extension number. If you want to include a #

Programming Call Management Products Page 19 Page 20 Call Management Products Programming

in the actual data (e.g., as part of an extension), dial two #

signs in a row, without a significant pause.

Programming Your CallExtend Unit Programming Your CallExtend Unit

dial a # as part of a number, enter two # signs in a row,

without a significant pause.)

Example: The ABC Company wants callers to be able

to dial 6 for Sales and wants those calls to be sent to

extension 417. To program this, you would dial the

following into the ADMIN phone:

Dial

6 0 5

Data display shows d), plus:

Dial

6 0 7

Data display changes) and:

This enters a

extension 417 is entered into PAGE 6, Row 1:

Dial

6 1 5

Data display shows d), plus:

Dial

6 1 7

Data display changes) and:

Notes on Department Lists:

1.) 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

call transfer sequence, enter

extension (e.g., enter

enter a phone number, hunt group, or voice mailbox

number by programming the exact digits to be dialed,

including an initial "9" or "1." (Note: To have CallExtend

(hold until

(hold until

(star) into PAGE 6, Row 0. Next,

*

(hold until

(hold until

#

*

Verify the value just entered.

417 #

Verify the extension is correct.

70 at the beginning of a

*

70 at the beginning of each

*

70212 for extension 212). You can

*

2.) An extension or phone number up to 16 digits long can

be entered into CallExtend as the only number on a

department list. To program this, enter the first eight

digits of the number into Row 1 of the PAGE and enter the

remainder of the number into Row 2. Rows 3-7 of the

PAGE will be ignored after this. When using extensions

longer than 8 digits, you must also enter ## (two pound

signs) instead of the

3.) To remove an extension from a department list, use a

single # sign to erase the contents of the appropriate Row.

For example, to erase the contents of PAGE 2, Row 3, dial

2 3 5 #

and after the empty Row on the list.

4.) 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

first extension (the one in Row 1) and the next call to the

second extension (Row 2), even if the first extension is

available. CallExtend will not send another call to the first

extension until it has sent a call to each extension on the

department list.

. CallExtend will still use the extensions before

(star) in Row 0 of the PAGE.

*

Programming Call Management Products Page 21 Page 22 Call Management Products Programming

Data Display Data Display

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

command. The display works as follows:



P: When the receiver of the ADMIN phone is picked up,

the Data display will show "P" (to indicate that CallExtend is

in P

rogramming Mode and is waiting for a PAGE number

to be entered).

second, and then the next digit is displayed. Blanks are shown

as small squares (

(since the display can't form the shape

shown as "c" and a pause is shown as "-" (a hyphen).

The following chart summarizes the Data display:

displayed

indicates



); an asterisk or star (*) is shown as "11"

), a pound sign (#) is

*

S Speech Mode: talk into the phone to record the

voice greeting

. (blinking

period)

P waiting for a PAGE number or

less than 8 seconds remain to finish recording

the voice greeting

to be entered

*

A waiting for a Row number (Address) to be

entered



A: Once a PAGE number has been dialed, the Data

display will show "A" (to indicate that a Row A

needed next).



C: Once a Row number has been dialed, the Data display

will show "C" (to indicate that a C

entered next); remember that the Load (5) and Review (7)

Command buttons on the phone must be pressed and held

down until the Data display changes.



d: When the 5 button (Load Command) has been held

down long enough, the display changes to "d" (indicating

that CallExtend is ready to receive D

After a Review command, the Data display shows the contents

of the PAGE and Row specified. Each digit is shown for a

Reference Call Management Products Page 23 Page 24 Call Management Products Reference

ommand should be

ata).

ddress is

C waiting for a Command to be entered

d waiting for Data to be entered

11 a

stored in memory

*

c a # stored in memory

- a pause stored in memory



a blank stored in memory

a programming error has occurred

≡

Appendix B:

Sample Setup Sample Setup

Dial

0 0 5

Dial

0 1 5

(hold until Data display shows d), plus:

(hold until Data display shows d), plus:

1 4 5 #

200 #

Sample Setup

The ABC Company uses CallExtend to answer the majority of

its incoming phone calls, to help relieve the receptionist.

The CallExtend installer set up the company's phone system

analog ports for call transfers, routed incoming calls to those

extensions, and cabled CallExtend to the extension ports.

By dialing

recorded the following voice greeting into its CallExtend unit:

"You've reached the ABC Company. If you are calling

from a touch-tone phone and know the extension you

wish to reach, you can dial that extension at any time.

For Sales, dial 1. For Support, dial 3. For Accounting,

dial 4. If you are calling from a rotary phone or would

like to speak to an operator, please stay on the line and

someone will assist you shortly."

The phone system's hook-flash duration is 250 milliseconds

(1/4 of a second). The ABC Company wants to give callers 4

seconds to dial an extension or department, and it wants all call

transfers to go to a receptionist if extensions are busy or do not

answer within 5 rings. The receptionist is located at extension

200. The installer used the ADMIN phone to program these

values into PAGE 0, as follows:

PAGE 0:

Reference Call Management Products Page 25 Page 26 Call Management Products Reference

*

8

on the ADMIN phone, the company

All the company's extensions begin with a "2" and are 3 digits

in length. The installer programmed CallExtend's PAGE 2 for

this extension format, as follows:

PAGE 2:

Dial

2 0 5

The ABC Company wants calls for Sales to go to extension

210, calls for Support to go to either extension 220 or 250, and

calls for Accounting to go to extension 240. The installer used

the ADMIN phone to program PAGES 1, 3, and 4 into

CallExtend as follows:

PAGE 1:

Dial

1 0 5

Dial

1 1 5

PAGE 3:

Dial

3 0 5

Dial

3 1 5

Dial

3 2 5

PAGE 4:

Dial

4 0 5

Dial

4 1 5

(hold until Data display shows d), plus:

(hold until Data display shows d), plus:

(hold until Data display shows d), plus:

(hold until Data display shows d), plus:

(hold until Data display shows d), plus:

(hold until Data display shows d), plus:

(hold until Data display shows d), plus:

(hold until Data display shows d), plus:

3 #

#

*

210 #

#

*

220 #

250 #

#

*

240 #

Optional Programming Optional Programming

Duration) can be set to * to have CallExtend ignore any digits

that callers dial during the voice greeting. After the entire

Appendix C:

Optional Programming

greeting has been played, CallExtend will wait five (5) seconds

for the caller to dial digits; if no digits are dialed, the call will be

transferred to the receptionist(s).

Some phone systems require additional system settings

beyond the basic ones detailed in the section, "Programming

System Settings into PAGE 0." These optional settings can be

programmed into the various fields of PAGE 0, Row 0.

NOTE: If you are programming any of the fields 1-8 of PAGE

0, Row 0, you must

program all the fields prior to the desired

field you are programming. For example, if you want to change

the value of Field 6, you must first program Fields 1-5. Use the

following chart to record the settings you program:

Page 0, Row 0:

Field Number:

Dial

0 0 5

Data display shows d), plus

Dial

0 0 7

Data display changes) and:

(hold until

Default Values:

(hold until

See the "Programming System Settings into PAGE 0" section

to fill in Fields 1-3 (these fields must be filled in for CallExtend

to work). Use the default values for Fields 4-8, unless one of

the following cases applies to your installation:

Case A: Play the entire voice greeting to every caller,

without allowing caller interruption. Field 2 (Pause

Reference Call Management Products Page 27 Page 28 Call Management Products Reference

1 2 3 4 5 6 7 8

:

1 0 0 0 0

Verify the settings are correct.

Case B: Fully supervise call transfers in phone systems

that don't provide ringing or busy tones to CallExtend.

Field 4 (Call Transfer Features

) can be set to 0 (zero) to have

CallExtend interpret the number 2-9 in Field 3 (Transfer

Supervision Mode) to be a time period, rather than a number of

rings. In this case, Field 3 represents the amount of time (in

4-second increments) CallExtend will wait before transferring

an unanswered call to the receptionist(s). Example: if Field 4

is set to 0 (zero), a 3 in Field 3 would tell CallExtend to wait 12

(4 x 3) seconds.

Case C: Use CallExtend with phone systems that are

programmed for conference calling. If the conference

calling feature causes an extra hook-flash to be needed in

regular call transfers, Field 4 (Call Transfer Features

) should be

set to 3 to have CallExtend do an extra hook-flash when

transferring calls.

Case D: Allow callers to dial extensions that begin with 8.

If you want callers to be able to dial an extension beginning

with 8, set Field 5 (Accept an 8 Dialed by a Caller

) to the

extension length (1-8 digits).

Case E: Have CallExtend answer calls after x number of

rings, instead of on the first ring. Program Field 6 (Delayed

Answer Mode) to the number of times you want CallExtend to

ring before it answers the call (e.g., "4" to answer on the fourth

ring). Set this field to 0 (zero) or 1 (one) to have CallExtend

answer on the first ring.

Case F: Have calls on CallExtend's Port 1 be directed to a

different receptionist than calls on Port 2. Program a 1

(one) into Field 7 (Special Receptionist Arrangements

program the receptionist extensions as follows: In PAGE 0,

Row 1, enter the extension you want to use as the receptionist

for calls answered by CallExtend's Port 1. In PAGE 0, Row 2,

enter the extension you want to use as the receptionist for calls

answered by CallExtend's Port 2. Rows 3-7 of PAGE 0 will be

ignored.

Case G: Direct calls to a receptionist extension longer

than 8 digits or to an outside phone number. First program

## (two pound signs) into Field 7 (Special Receptionist

Arrangements). Then, program the receptionist extension as

follows: In PAGE 0, Row 1, enter the first 8 digits of the

extension or phone number. In PAGE 0, Row 2, enter the

remainder of the number. After this, CallExtend will direct calls

to the receptionist to the complete number entered into Rows 1

and 2 of PAGE 0. Rows 3-7 of PAGE 0 will be ignored.

Optional Programming Optional Programming

) and

Case H: Have CallExtend PAUSE while dialing. CallExtend

can be programmed to pause between 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

phone. (The

a significant delay.) The pause counts as a single digit and

uses a space in CallExtend’s memory; when reviewing data,

you will see a "-" (hyphen) for each pause.

NOTE: CallExtend automatically pauses 2 seconds after

dialing the first digit of an extension or phone number that

begins with 8, 9, 0,

initial 8, 9, 0,

seconds before dialing the next digit.

must be dialed immediately after the # without

*

, or #. If a

*

, or #, CallExtend will pause a total of 4

*

#

*

#*

on the ADMIN

pause is added after the

NOTE: When using an outside phone number as the

receptionist, you may need to modify Field 8 (Pause before

Exiting from Call to the Receptionist). Program this field to the

number of seconds (2-9) CallExtend should stay on the line

after dialing the receptionist's number, before it exits the call

and connects the caller through. If CallExtend dials an outside

phone number and then immediately exits the call, most phone

systems will not connect the caller to the outside phone line.

Reference Call Management Products Page 29 Page 30 Call Management Products Reference

From a Caller's Point of View From a Caller's Point of View

Appendix D:

From a Caller's Point of View

When CallExtend answers a call, it plays a voice greeting to

the caller, and in response to this greeting, the caller generally

dials touch-tone digits. CallExtend then directs the call to the

desired extension, in one of three supervision modes: Full

Supervision Mode, Busy Supervision Mode, or Unsupervised

Mode. (For more information on these modes, see the

"Transfer Supervision Mode" field under "Programming System

Settings into PAGE 0.")

What the caller hears while the call is being transferred

depends on which mode CallExtend is programmed for, as

described below:

receptionist(s). If the extension phone begins to ring,

CallExtend connects the call through to the extension, and

the caller will then hear the extension ringing.

C. In Unsupervised Mode

desired extension without placing it on hold. This means

that the caller will begin hearing ringing or busy tone

immediately after dialing an extension or digit.

, CallExtend connects the call to the

When Transferred to the Receptionist:

Whenever a call is transferred to a receptionist, CallExtend

immediately connects the call through. This means that the

caller will hear ringing or busy tone while waiting for the

receptionist to answer the phone. The call is not put on hold

while waiting for the receptionist.

A. In Full Supervision Mode

hold while it rings the desired extension and listens for

ringing or busy tone. Since the caller is on hold during this

time, he or she hears what the phone system puts out to

calls on hold (music, a special message, or silence).

CallExtend connects the call through upon hearing a voice

answer the destination extension (the caller may not hear

the first word spoken by the person who answers the

extension telephone). If the extension telephone is not

answered, the call is transferred to the receptionist(s).

B. In Busy Supervision Mode

hold and rings the desired extension. If the extension is

busy, the call is immediately transferred to the

Reference Call Management Products Page 31 Page 32 Call Management Products Reference

, CallExtend places the call on

, CallExtend places the call on

Appendix E:

Troubleshooting Troubleshooting

1-7 on the PAGE, to make sure that the desired extensions

have been programmed.

Troubleshooting

If you experience problems when installing CallExtend, the

following examples may assist you in troubleshooting:

CallExtend answers calls but does not play a message for

the caller: The voice greeting may have been erased by a

power failure and should be re-recorded. Also, check the "Batt.

Low" light on CallExtend; if this light is on, a new battery should

be inserted in the battery backup.

CallExtend seems to tie up a phone line for a long period

of time without transferring a call: 1) Since CallExtend is on

the station side of the phone system, if a caller hangs up,

CallExtend does not disconnect the call -- the phone system

should. Check that the phone system properly disconnects

hang-up calls. 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 Rows 1-7 of

PAGE 0 are programmed correctly. In particular, make sure

that PAGE 0, Row 1 has a valid receptionist extension

programmed into it.

The caller dials a digit but is not transferred to one of the

extensions on that digit's list: Make sure that Row 0 on that

digit's PAGE is set to

(star). Also, review the data in Rows

*

Calls are not being transferred: Check the "Hook-Flash

Duration" field (PAGE 0, Row 0) to make sure the field is set

correctly for the phone system. Make sure that the phone

system ports connected to CallExtend are set up to allow

manual call transfers and that CallExtend has been

programmed to dial any prefix digits that are needed in front of

extension numbers when transferring calls.

If a call is not answered by the extension it was transferred

to, it is not being transferred to the receptionist: 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 "Programming System

Settings into PAGE 0" to change this value.

If this problem occurs when CallExtend is set to fully supervise

call transfers, check the extensions entered into Rows 1-7 of

PAGE 0, to make sure they are valid extensions. Make sure

your telephone system does not place day/night restrictions on

dialing certain extensions.

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 "Programming

System Settings into PAGE 0").

The greeting is played twice to callers: On some phone

systems, if an extension does not answer a call transfer, the

Reference Call Management Products Page 33 Page 34 Call Management Products Reference

call is automatically transferred back to the extension that

originated the 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 greeting to the

caller. Program the phone system to not transfer calls back to

the ports used with CallExtend.

Troubleshooting Troubleshooting

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 [phone].

The greeting stops part-way through (always at the same

place), and the caller is immediately transferred to an

extension or the receptionist: Part of the voice greeting 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.

Re-record the voice greeting.

The greeting stops part-way through at a random point,

and there is a pause before the call is disconnected or is

transferred to the receptionist: CallExtend may be located

near a transformer or power supply that emits a strong

magnetic field, causing CallExtend to lock up. Relocate the

CallExtend unit.

The caller dials to select a department or extension and

gets dial-tone, and the call is dropped: The hook-flash

duration CallExtend is using when transferring calls may be too

long for the phone system. Change the value programmed into

the first Field of PAGE 0, Row 0 to a lower value that matches

the hook-flash duration of the phone system.

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.

Reference Call Management Products Page 35 Page 36 Call Management Products Reference

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) 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.

Call Management Products Inc. reserves the right to make improvements

to the product described in this manual at any time and without notice.

This manual is copyrighted. All rights are reserved. This document may

not, in whole or part, be copied, photocopied, reproduced, translated, or

reduced to any electronic medium or machine readable form without prior

consent, in writing, from Call Management Products Inc.

Copyright 1994 by Call Management Products Inc., Broomfield, Colorado.

CallExtend

User's Manual

May 12, 1994 Revision