CMP PhoneSuite Extension User Manual

Extension User’s Manual

Rev. 050330

for Main Board Software

Version 1.233 (model 64)

Version 2.290 (models 112/239)

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 2001-2005 by Call Management Products Inc., Broomfield, Colorado.
PhoneSuite™ is a trademark of Call Management Products, Inc.

How to Reach Customer Support:
PhoneSuite system, contact your PhoneSuite dealer. Call Management Products will only provide
telephone support to valid PhoneSuite dealers who are at the site where PhoneSuite is installed.

Warranty:
manufacture, against defects in material and workmanship under the normal use and service for which it
was designed, for a period of one year from date of initial end user purchase. CMP’s obligation under this
warranty is limited, however, to the replacement or repair, at its option, to a part or parts determined by it
to be defective. Necessary packaging and transportation costs for the return of the goods shall be paid by
the buyer. All replacement or repaired goods will be returned prepaid by CMP. This limited warranty
does not include damage resulting from accident, abuse, or non-factory modification of the product. CMP
shall under no circumstances be liable for any special, indirect, or consequential damages owing to failure
of the product. SELLER MAKES NO WARRANTY OF FITNESS OR MERCHANTABILITY AND NO
OTHER WARRANTY, ORAL OR WRITTEN, EXPRESS OR IMPLIED, EXCEPT AS SPECIFICALLY
SET FORTH HEREIN.

Call Management Products Inc. (CMP) warrants this product, so far as the same is of its own

If you encounter problems you are not able to resolve with your

TABLE OF CONTENTS

BASIC TELEPHONE USE...................................................................................................................................1

RING-DOWN EXTENSIONS ...................................................................................................................................1

ANSWERING CALLS .............................................................................................................................................1

MAKING CALLS ...................................................................................................................................................1

Calls within the System (to the console or another extension):.....................................................................1

Calls Outside the System (to an outside phone number):..............................................................................2

Emergency Calls (calls to 911): ....................................................................................................................2

CALLING A SPEED DIAL NUMBER........................................................................................................................3

ACCESS VOICE MAIL...........................................................................................................................................3

SET WAKEUP CALL .............................................................................................................................................3

SET ROOM STATUS CODE ....................................................................................................................................4

ADVANCED FEATURE USE..............................................................................................................................5

TRANSFERRING CALLS ........................................................................................................................................5

Unsuccessful Call Transfers: ........................................................................................................................5

PLACING CALLS ON HOLD ...................................................................................................................................5

CALL WAITING....................................................................................................................................................6

CONFERENCE CALLS ...........................................................................................................................................7

FORWARDING CALLS...........................................................................................................................................7

ANSWER A CALL RINGING AT ANOTHER EXTENSION IN YOUR CALL PICK-UP GROUP........................................7

ANSWER A CALL USING TAFAS .........................................................................................................................8

PICK UP A PARKED CALL .....................................................................................................................................8

PLACE A PAGE .....................................................................................................................................................8

SUB-ATTENDANT EXTENSIONS ....................................................................................................................9

*60 – CHECK IN OR OUT....................................................................................................................................10

*11 – MESSAGE-WAITING ON/OFF....................................................................................................................10

*12 – SET / CHANGE WAKEUP CALL .................................................................................................................11

*13 – SET ROOM STATUS ..................................................................................................................................11

*14 – CLEAR ALL ROOM STATUS ......................................................................................................................12

*15 – ALLOW/BLOCK LONG-DISTANCE CALLS .................................................................................................13

*16 – ALLOW/BLOCK LOCAL CALLS .................................................................................................................13

*17 – ALLOW/BLOCK EXTENSION-TO-EXTENSION CALLS.................................................................................13

*20 – PRINT INDIVIDUAL EXTENSION WAKEUP REPORT ...................................................................................14

*21 – PRINT SYSTEM WAKEUP REPORT.............................................................................................................14

*22 – PRINT ROOM STATUS REPORT .................................................................................................................15

*25 – REQUEST PROPERTY MANAGEMENT SYSTEM DATABASE DUMP .............................................................15

*30 – FORWARD EXTENSION’S CALLS...............................................................................................................15

*31 – CLEAR VOICE MAIL .................................................................................................................................16

PhoneSuite™ Extension User’s Manual rev. 050330 i

*32 – DO NOT DISTURB.....................................................................................................................................16

*40 – CLEAR EXTENSION FEATURES .................................................................................................................17

*41 – MANUAL NIGHT MODE ON/OFF ..............................................................................................................17

*42 – CLEAR 9-1-1 ALARM ...............................................................................................................................18

*43 – TRUNK ALARM ........................................................................................................................................18

*50 – PRINT CHECK-OUT REPORT (EXTENSION PHONE BILL) ...........................................................................19

*51 – CLEAR EXTENSION’S PHONE BILL ...........................................................................................................19

*52 – REVIVE EXTENSION CALLS (UN-ERASE AFTER CLEARING PHONE BILL)....................................................19

*53 – SET CREDIT LIMIT....................................................................................................................................20

*54 – PRINT CREDIT VIOLATIONS......................................................................................................................20

*55 – PRINT AUDIT REPORT ..............................................................................................................................21

*56 – CLEAR AUDIT REPORT .............................................................................................................................21

*61 / *62 – SET SYSTEM TIME AND DATE..........................................................................................................21

*63 – ERASE / RECORD / PLAY BACK AUTO ATTENDANT MESSAGES ................................................................22

FEATURE PHONE EXTENSIONS (PHONESUITE 112 ONLY) .................................................................25

WHAT IS A FEATURE PHONE? ............................................................................................................................25

WHERE CAN I USE FEATURE PHONES?...............................................................................................................26

FEATURE PHONE SET UP ...................................................................................................................................26

PLACING A CALL ...............................................................................................................................................26

ANSWERING CALLS ...........................................................................................................................................26

PLACING A CALL ON HOLD................................................................................................................................27

DIRECT STATION SELECT (DSS)........................................................................................................................27

TRANSFERRING CALLS ......................................................................................................................................27

CONFERENCE CALLS .........................................................................................................................................27

ANSWERING A CALL RINGING ON ANOTHER EXTENSION ..................................................................................27

SETTING AND CLEARING DO NOT DISTURB.......................................................................................................27

VOICE MAIL ......................................................................................................................................................28

CALLING ANOTHER EXTENSION’S VOICE MAILBOX..........................................................................................28

ADDITIONAL CONFIGURATION OPTIONS............................................................................................................28

Auto-Answer ................................................................................................................................................28

Ringing Patterns..........................................................................................................................................28

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Basic Telephone Use

This section describes how to use an extension telephone to perform various functions in PhoneSuite. The
functions in this section can usually be performed from any extension, while other features that are
described in this manual are usually only available from administrative extensions, not guest rooms. Note
that what features an extension can use depends on the extension’s “Class-of-Service” setting, which is
described in the PhoneSuite Installation & Programming Manual (command B14). PhoneSuite 112
supports optional Feature Phone sets that are described in a separate section starting on page

Ring-Down Extensions

Through its Class-of-Service setting, an extension can be designated as a Ring-Down extension. Ring­Down extensions are typically used in the entryway, the lobby, and other public areas. A Ring-Down
extension can only be used to answer calls that are transferred to it or to call the console. If the Ring­Down extension is answered while it is ringing, it will receive the call. If it is taken off-hook (picked up)
when it is not
extensions cannot perform any of the other features described in this manual.

ringing, the Ring-Down extension will automatically dial 0 to reach the console. Ring-Down

Answering Calls

To answer a call from any extension, simply pick up the ringing phone. Note that external calls (any call
that arrives on an outside phone line) ring with a long single-ring pattern, while calls from another
extension ring with a shorter double-ring pattern.

25

Making Calls

When you pick up an extension phone to make a call, the dial-tone you hear is provided by the PhoneSuite
phone system, not by your local phone company. At this point, PhoneSuite is waiting for you to dial, so it
can determine how to direct the call. Your dialing choices are described next:

Calls within the System (to the console or another extension):

To place a call to another extension phone within the PhoneSuite system, simply pick up the handset and
dial the extension number. To reach the console, dial “0” (zero).

If your extension has been programmed to prohibit extension-to-extension dialing, or if extension-to­extension dialing has been temporarily disabled by the console or sub-attendant, you will hear a fast busy
tone as soon as you begin to dial the destination extension number (but calls to the console will still go
through).

If the extension you dialed is in use or in Do Not Disturb mode, one of the following will happen:

- If that extension has voice mail, you will go immediately to that extension’s voice mailbox and can
leave a message.

PhoneSuite™ Extension User’s Manual rev. 050330 1

- If that extension does not have voice mail, you will hear a busy tone and will need to try your call
again later.

If the extension you dialed is available, it will ring, and you will hear a ring-back tone. The phone will
continue to ring until it is answered or you hang up.

Calls Outside the System (to an outside phone number):

To place a call to a phone number outside the PhoneSuite system (a local call, long-distance call, etc.), pick
up the handset on your extension telephone and then dial “9” or “8” (or 8 plus another digit, such as “83”),
based on the instructions on your extension telephone. This requests access to an outside phone line so
that you can make your call.

If all of the phone lines in the “Trunk Group” you dialed (the 9, 8, etc.) are in use, or if your extension is
not set up to allow access to this Trunk Group, you will hear a fast busy tone and must hang up.
Otherwise, you will hear a new dial-tone, indicating that you may now dial a phone number. Once you dial
the phone number, PhoneSuite will check the number you dialed to determine how to route the call. The
call will not

- You dial a phone number that is blocked by PhoneSuite (e.g., a 900 number or another restricted

be allowed if:

number)

- Your extension’s Class-of-Service setting prohibits calls of the type you dialed

- Your extension’s current local or long-distance calling permissions have been temporarily disabled
by the console or by a sub-attendant extension

In any of these situations, you will hear a fast busy tone a few seconds after dialing and must hang up.
Otherwise, PhoneSuite will place the call you requested.

NOTE: As long as a phone line is available, you will always be able to dial 911. Usually, this should be
dialed as the desired Trunk Group (e.g., “9”) plus the digits “911.” However, PhoneSuite can be
programmed to allow extension users to dial just “911” without first dialing a trunk group. In this case, the
call will go through as long as you do not dial any additional digits after the 911; however, this takes
slightly longer than if you dial the trunk group number first and then dial 911. This optional dialing
method can also be disabled in programming. For details, see the Installation & Programming Manual.

Emergency Calls (calls to 911):

To place a call to Emergency Services (911), the fastest method is to pick up the phone, dial an
appropriate Trunk Group (e.g., “9”), and then dial “911.” Additional 911 options are described next:

- PhoneSuite can be programmed to allow extension users to dial just “911” without first dialing a
trunk group. In this case, the call will go through as long as you do not dial any additional digits
after the 911; however, this takes slightly longer than if you dial the trunk group number first and
then dial 911. This optional dialing method can also be disabled in programming, so it may not
work in all cases. For details, see the Installation & Programming Manual.

2 PhoneSuite™ Extension User’s Manual rev. 050330

- If all phone lines (trunks) are in use when an extension user attempts to dial 911, PhoneSuite may
disconnect a call that is in progress in order to place the 911 call. Whether or not this happens, and
what phone line is used for the call, are controlled by how PhoneSuite is programmed. For details,
see the Installation & Programming Manual.

Note: Because of the important nature of 911 calls, CMP strongly advises the PhoneSuite installer to read
the “Emergency Service (911) Overview” section of the Installation & Programming Manual carefully. In
addition, every individual extension telephone should have instructions printed on it to advise users of the
right way to dial 911. Although CMP has made every effort to ensure that 911 calls will be handled
appropriately by PhoneSuite and will have the maximum chance of being connected, we are not able to
guarantee that every call to 911 will always be connected.

Calling a Speed Dial Number

PhoneSuite includes a system-wide Speed Dial List that allows frequently-called phone numbers to be set
up so that extensions can call these numbers easily, without dialing the actual phone number. For example,
“Order Pizza” may be set up as Speed Dial Number 1 in a hotel. Any extension that can place outgoing
calls can dial a Speed Dial Number; however, if the number is a type of call (e.g., long-distance) that the
extension is prohibited from placing, the call will be blocked.

To place a call to a Speed Dial Number, pick up the extension phone and dial:

9 (or another Trunk Group number), then

For example, to call Speed Dial Number 1 (using Trunk Group 9), you would dial

and then the Speed Dial digit 0-9

*

9*1.

Access Voice Mail

If optional Voice Mail is installed in PhoneSuite and your extension has a voice mailbox set up, you can

*

access your voice mail by going off-hook (picking up the extension’s handset) and dialing 50
voice prompts to listen to messages, save messages, erase messages, record a custom voice mail greeting,
or set a password. Once you set a password, you must provide it every time you enter the voice mail
system. If you forget your password, the front desk can clear the old password and enable you to enter a
new one.

. Follow the

Set Wakeup Call

You can set (or clear) a wakeup or reminder call to have PhoneSuite automatically call you at the
designated time. Your extension phone will ring the next time the designated wakeup time occurs. This
feature is used in hotel/motel environments as a Wakeup Call and in business applications as a Reminder
Call. To set a wakeup/reminder call, pick up the extension phone and dial:

5# HHMM Where HHMM is the wakeup time in 24-hour (“military”) format.

* This assumes the System Feature Access Digit is 5. See the Installation & Programming Manual to change

this digit.

PhoneSuite™ Extension User’s Manual rev. 050330 3

Depending on the PhoneSuite model and the type of voice mail card installed, you will either hear a
confirmation message or a few short beeps. If you instead hear busy tone, this indicates an error, and you
should redo the process.

Examples: To set a wakeup call for 6:00 a.m., enter 5#0600 and listen for the confirmation beeps. To set
a wakeup call for 1:00 p.m., enter 5#1300.

To cancel a wakeup call,

enter ‘9999’ as the wakeup time.

Set Room Status Code

A Room Status Code can be set for any extension, from the extension phone. This feature is used in
hotel/motel environments to allow maids to change a room status code as they enter an unmade room or as
they leave a newly cleaned room. To set a status code, pick up the phone and dial:

2 plus the room status code (1-9) to set for this extension.

*

See page

11 for more information on room status codes.

4 PhoneSuite™ Extension User’s Manual rev. 050330

Advanced Feature Use

Through their Class-of-Service settings, some extensions may be allowed to use “Control Features.” These
extensions can be used to transfer calls, to answer calls that are ringing at another extension, to put calls on
hold, to establish conference calls, to forward their calls to another extension or to the console, and a
variety of other features. Throughout this section, it is assumed that the System Feature Access Digit, set
up in the Installation & Programming Manual, is set to the digit

Transferring Calls

Once a call has been answered, it can be transferred to an extension, to a hunt group, or even to an outside
telephone number if your installer set the Station Class of Service to allow the “Auto Attendant” feature.
This transfer can be performed immediately or at any point later in the call. To transfer a call (with the
party on the line), first do a hook-flash by pressing the “flash” button on the phone or by depressing the
hang-up hook briefly (for approximately ½ second) and then releasing it; you will get a new dial-tone, and
the caller will be placed temporarily on hold. Next, dial the extension number or hunt group number the
call is being transferred to, or dial 9 (or 8) to get an outside trunk and then dial a phone number. Finally,
hang up to transfer the call; this hang-up can be done immediately after you finish dialing, or you can wait
until the destination answers, talk with this person if desired, and then hang up – if you do this, the
conversation you have will be private and will not be heard by the party you are transferring.

5.

Unsuccessful Call Transfers:

If you transfer an incoming trunk call to an extension that is busy or doesn’t answer, the call will ring back
to you after an amount of time designated by PhoneSuite’s Busy Recall / Camp-On Timer (if the extension
is busy) or by the Transfer Recall Timer (if the extension rings); these timers are described in the
Installation & Programming Manual. The call can also return to you if you transfer it to a hunt group,
since the call is transferred to the first non-busy, logged-in extension in the hunt group – if this extension is
not answered, the call is returned as described.

Calls that return to you this way, after a transfer attempt, will ring with a triple-ring pattern. Note: Calls
will not return to you if you transferred them to an outside phone line.

If you transfer an internal extension to another extension that does not have voice mail assigned, then the
originating caller will hear either busy, if the extension is in use, or continuous ringing, if the extension is
free. If voice mail is enabled, an internal transfer will be answered immediately by Voice Mail if the
transferred-to extension is busy, or after the Transfer Recall Timer interval if the transferred-to extension
doesn’t answer.

Placing Calls on Hold

To place a call on hold, first do a hook-flash by pressing the “flash” button on the phone or by depressing
the hang-up hook briefly (for approximately ½ second) and then releasing it; then, dial 58 at the new dial­tone. You can now place another call or simply hang up, and the caller stays on hold. If a call is left on

PhoneSuite™ Extension User’s Manual rev. 050330 5

hold for longer than the phone system’s Hold Recall Timer (described in the Installation & Programming
Manual), the call will ring back with a triple-ring pattern.

To retrieve the call from on hold before it automatically rings back, pick up the phone and dial 58.

Call Waiting

If Call Waiting is enabled for your extension (set with command B18 as described in the Installation &
Programming Manual), you can use call-waiting functions to answer and, if desired, transfer an incoming
trunk call while you are on another call. This works as follows: while you are on a call, any trunk call that
would normally ring to your extension will generate a single (non-repeating) call-waiting tone. To answer
the new call, perform two hook flashes. The first will put your current call automatically on hold, the
second will answer the second call.

At this point, you have three options:

1. Speak to this party and hang up when done. Your other call will ring back to you after you hang up.

2. Transfer this party. This transfer is performed like any other call transfer: perform a hook-flash while

you are connected to this party (you should hear stutter dial-tone at this point), dial an extension
number, and either hang up immediately or wait for the extension user to answer, talk to them if
desired (this conversation is private and will not be heard by either of the calls on hold), and then hang
up. If you need to cancel the transfer and retrieve the call from on hold, you can do this by performing
a hook-flash instead of hanging up. Hanging up is what connects the call to the extension user and
indicates you are done with this call and are ready to return to your other call; as soon as you hang up,
the other call will ring back to you.

3. Toggle between the calls by performing two hook-flashes in a row (you must wait for dial-tone after

the first hook-flash, before performing the second). The first hook-flash will place the current party on
hold and will give you stutter dial-tone, so you can transfer this party if desired; the second hook-flash
will connect you to the other party. You can toggle between the two calls as many times as you want.
This allows you to talk to each party in turn, as many times as needed, and handle each call in
whatever manner is appropriate: finish it and hang up or transfer it as described under #2 above. Your
conversation with each party will always be private; the other party will remain on hold and will not
hear this other conversation.

Remember: when you have finished either call, hang up your phone. The other call will ring back to your
phone automatically and can be answered normally.

Notes:

1. PhoneSuite views sending a call-waiting signal to a busy extension as the same thing as sending

ringing to a non-busy extension. If other extensions and/or the console are set to ring with incoming
calls, they will ring while you receive the call-waiting tone.

2. If an incoming call is not answered by any party, it will go to voice mail, if available, as follows:

During Day Mode, incoming trunk calls ring to the extensions entered into command B36 (described

6 PhoneSuite™ Extension User’s Manual rev. 050330