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
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Introduction
Introduction Introduction
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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.
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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
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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
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Connecting CallExtend to Your Phone System Connecting CallExtend to Your Phone System
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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."
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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
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