CMP CallExtend User manual

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TABLE OF CONTENTS
Introduction......................................................................................................... 1
Connecting CallExtend to Your Phone System................................................ 2
Your CallExtend Unit...................................................................................... 2
Testing the Phone System Extension Ports ..................................................... 2
Cabling CallExtend to Your Phone System .................................................... 3
Inserting the Battery Backup........................................................................... 4
Understanding CallExtend Programming........................................................ 5
CallExtend’s Programmable Memory............................................................. 5
Programming Format for Data ........................................................................ 7
Programming Commands for Data.................................................................. 8
Programming System Settings: PAGE 0, ROW 0 ........................................... 9
Hook-Flash Duration....................................................................................... 9
Pause between Greeting & Transfer.............................................................. 10
Transfer Supervision Modes ......................................................................... 10
Optional Programming.................................................................................. 11
Programming Receptionist Extensions ........................................................... 13
Programming Direct Extension Transfers ..................................................... 15
Programming Single Digit Transfers from a Menu....................................... 17
Single Level Menu Transfers ........................................................................ 17
Second Level Menu Transfers....................................................................... 19
Recording Voice Messages ............................................................................... 21
Programming Format for Voice Messages.................................................... 22
Programming Commands for Voice Messages ............................................. 23
Recording the Main Greeting ........................................................................ 24
Recording a PAGE Message ......................................................................... 25
Recording a Transfer Message ...................................................................... 26
Recording a Busy-Don’t-Answer Message ................................................... 26
Remaining Voice Message Storage............................................................... 27
Erasing Voice Messages................................................................................ 28
Appendix A: Data Display............................................................................... 29
Appendix B: Optional Programming............................................................. 31
Call Supervision in Phone Systems that Don't Provide Ringing to
CallExtend ............................................................................................... 31
Disconnecting Busy/Unanswered Call Transfers.......................................... 32
When PBX Conference Calling is Enabled................................................... 32
When Extensions Begin with "8".................................................................. 32
Having CallExtend Answer Calls after Several Rings .................................. 32
Receptionist Numbers Longer than 8 Digits ................................................. 32
Transferring Calls to Off-Site Receptionists ................................................. 33
Using Separate Receptionists for Port 1 & Port 2 ......................................... 33
Having CallExtend PAUSE while Dialing.................................................... 33
Having CallExtend Detect Calling Party Abandons ..................................... 34
Appendix C: Troubleshooting ........................................................................ 35

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Introduction
CallExtend is a two-port automated attendant that answers and routes your incoming
phone calls without your intervention.
CallExtend is available in two models:
 The Basic Model, with 32 seconds of voice recording capability per port.
 The Deluxe Model, with 2 minutes of voice storage per port.
CallExtend can be connected to one or two analog extension ports on a PBX or
hybrid key phone system that has hook-flash call transfer capability. When
CallExtend answers a call, it plays a user-recorded message, inviting the caller to
dial an extension or a single digit to reach a particular department. CallExtend can
process up to two incoming calls simultaneously.
While playing its message and for a period of time afterwards, CallExtend listens for
any digits dialed by the caller. Based on what is dialed, the call is then routed to a
department, to a secondary menu, or directly to an extension. If no digits are dialed,
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.
Connecting CallExtend to Your
Phone System
Your CallExtend Unit:
Your CallExtend package contains a CallExtend unit, a power transformer, this
User’s Manual, and a Programming Guide.
The CallExtend unit has ports labeled PORT 1 and PORT 2 that must first be
connected to 1 or 2 analog extension ports on your phone system. A standard touch-
tone phone connects to the ADMIN port for programming CallExtend. The power
transformer connects to the port labeled POWER and then to an A/C wall outlet.
This manual details the procedures you should follow to connect and program
CallExtend. The Programming Guide provides a place to record your CallExtend
programming.
Testing the Phone System Extension Ports:
IMPORTANT: Before connecting CallExtend to the extension ports of your phone
system, make sure that the ports are analog and that they will perform incoming
call transfers.
To test the analog port(s), first program your phone system to route incoming calls to
the port(s) CallExtend will be connected to. Then connect a standard touch-tone
phone to one of these extensions and make a test call into the phone system from an
outside line. 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, CallExtend will
operate properly on this port. If you plan to use a second extension port with
CallExtend, test that port as well.

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CallExtend will not work on extension ports that will not perform call transfers.
Cabling CallExtend to Your Phone System:
After testing the phone system’s analog extension ports, you are ready to connect
CallExtend to these extensions. Use standard modular cords with RJ11C connectors,
as shown in Figure 1.
Your phone system should be programmed to route incoming calls to the extension
port(s) CallExtend is connected to.
Note: Typically, if both ports of CallExtend are to be used, incoming calls should be
routed first to the phone system extension that is connected to CallExtend’s Port 1.
Calls should then hunt to the phone system extension connected to CallExtend’s
Port 2. Do not have each incoming call ring simultaneously to both of the phone
system extensions that CallExtend is connected to.
Inserting the Battery Backup:
A standard 9-volt battery can be inserted on the back of the CallExtend unit to
prevent loss of the voice messages during power failures (see Figure 2). CallExtend
stores all of its programmed settings, except the voice messages, in non-volatile
RAM, so these settings are not erased when there is a power failure.
If the battery runs out (or if no battery is inserted in CallExtend), CallExtend will
only lose the voice messages when there is a power failure. Once power is returned,
it will answer calls, but it will not have a greeting to play to the caller. When
CallExtend is powered on, it will light up the “Battery Low Light” on the front panel
to indicate low battery voltage or no battery attached.

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Understanding CallExtend
Programming
After CallExtend has been connected to your phone system, it must be
programmed. CallExtend is programmed by dialing digits on a standard touch-tone
phone connected to the ADMIN port of the unit.
CallExtend's Programmable Memory:
PAGES:CallExtend's programmable memory consists of eight banks of data
storage, called PAGES. Each PAGE of programming tells CallExtend
how to handle call transfers. The PAGES to be programmed corre-
spond to each first digit a caller can dial (e.g., program PAGES 1 & 2
if callers can dial 1 for sales or dial extensions 210, 220, etc.).
ROWS:Each PAGE of CallExtend memory has room for eight ROWS of
instruction sets detailing how to transfer calls.
DATA:And each ROW on the PAGE can store up to eight fields (single
touch-tone digits) of DATA.
Following is a graphical representation of this memory storage system:
When you begin programming CallExtend, you will first program PAGE 0 with
your system settings and your receptionist’s extension.
Then, you will program each PAGE of CallExtend memory that corresponds to
the first digit to be dialed by the calling party. PAGES can be programmed for
direct extension dialing or single digit dialing from a menu. Last of all, you will
program your voice messages.
For example: If you want to have callers dial directly to extensions that start with a
1, you will program PAGE 1 of CallExtend with the instructions for direct extension
dialing. If you want to have callers dial a 2 to reach extension 100, you will program
PAGE 2 with the instructions for menu dialing. If you want to have callers dial a 3
to reach a second-level menu, you will program PAGE 3 with this second-level
menu.
You need only program PAGE 0 and the PAGES of CallExtend that correspond
to the first digits callers will be dialing.
The CallExtend Programming Guide included with this manual has a separate
sheet for each PAGE of CallExtend's memory, for you to record your programming
entries.

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Programming Format for Data:
To program CallExtend, you will dial digits on a touch-tone phone connected to
the ADMIN port. All programming is done in the format PAGE - ROW -
COMMAND - DATA that corresponds to the configuration of CallExtend’s
memory. As you program CallExtend, the display will prompt you as follows:
PrCd
Enter the
PAGE number
to be
programmed
Enter the ROW
number to be
programmed
Hold down the
COMMAND key (5=
Enter Data, 7= Review
Data) for a full second
Enter the DATA
(if using the
Enter Data
command)
When you first lift the ADMIN phone handset, CallExtend will prompt you with a P,
asking for the PAGE number you want to program. Then, it will show an rto
request the ROW number. Next, it will show a Cto request the COMMAND; press
and hold down the command key for at least one full second. If you use the Enter
Data command, the display will show dto prompt you to enter your DATA; if you
use the Review Data command, the DATA currently stored in this ROW of the
PAGE will be displayed. Note: When using the Enter Data command to enter fewer
than 8 characters of DATA, dial a single #sign at the end of the data to indicate
you’re done. For more information on CallExtend’s display, see Appendix A.
The CallExtend Programming Guide that came with this manual indicates what to
dial and allows you to write down your DATA before you enter it into CallExtend.
Programming Commands for Data:
When programming CallExtend, you will need to enter a COMMAND after the
PAGE and ROW numbers to tell CallExtend whether you are Entering Data or
Reviewing Data you already entered.
There are two DATA commands in CallExtend:
5ENTERS Data into a ROW on a PAGE
7
REVIEWS Data in a ROW on a PAGE
Each COMMAND digit dialed on the ADMIN phone must be held down for at
least one full second to be considered a legal command by CallExtend. For
example: When entering DATA into a ROW, you must hold down the 5key (Enter
Data Command) until a dappears on the display. Command keys are highlighted
in gray in this manual to help them stand out from other digits you dial.
For example: To program PAGE 1, you would lift the ADMIN phone handset,
look for Pon the CallExtend display, and:
Dial: 1(to program PAGE 1); CallExtend will next show r.
Dial: 0(to program ROW 0) ; CallExtend will next show C.
Dial: 5(the COMMAND to enter DATA) -- hold the 5down until you see d.
Dial: x(where x corresponds to the DATA you want to enter).
Dial: #if you enter fewer than 8 digits of DATA.

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Programming System Settings:
PAGE 0, ROW 0
PAGE 0 of CallExtend's memory is used to set up system information and to enter
your receptionist extensions. ROW 0 of PAGE 0 contains three fields that must
be programmed and five optional fields (described in Appendix B). To program
this ROW, lift the handset on the ADMIN phone and dial as follows:
Field 1 Field 2 Field 3
Dial:
0 0 5
Single digit for phone
system’s Hook-flash
duration (see table)
Number of seconds 0-9
to wait after greeting
for caller to dial
Single digit for
Transfer Supervision
Mode desired
#
Dial: 0 0 7 to review the DATA you entered & make sure it’s correct.
highlighted digit
=
Hold this key down for at least one full second
FIELD 1: Hook-Flash Duration:
Field 1 on PAGE 0, ROW 0 should be programmed to match as closely as possible
the hook-flash duration used by your phone system for call transfers. Find your
phone system’s hook-flash duration in the following table and enter the single digit
0-9 shown for that duration into Field 1:
no hook-flash................ 0 600 ms...........................5
250 ms.......................... 1 750 ms...........................6
300 ms.......................... 2 900 ms...........................7
400 ms.......................... 3 1 sec ..............................8
500 ms.......................... 4 1.5 sec ...........................9
FIELD 2: Pause Duration After Greeting:
After CallExtend plays its initial voice greeting (the main greeting) to a caller, it will
pause the number of seconds programmed into this field to give the caller time to
dial an extension or a single digit. If the caller doesn’t dial within this time, the call
will be transferred to the receptionist. Enter the number of seconds (0-9) to wait.
FIELD 3: Transfer Supervision Mode:
This field tells CallExtend how to supervise call transfers. CallExtend can be
programmed for one of three supervision modes:
Full Supervision:In this mode, CallExtend will fully supervise call transfers,
looking for both busy and no answer conditions.To select full supervision
mode, enter a digit 2-9 in Field 3, representing the number of rings CallExtend
should hear before declaring the call unanswered and transferring it to the
receptionist. Enter *for 12 rings or a #character (dial ## to enter a #
character into this field) for 16 rings. CallExtend will send calls transferred to
busy extensions directly to the receptionist without delay.
Hints on Full Supervision Mode:
If desired, CallExtend can disconnect callers instead of transferring
them to the receptionist if the extension is busy or does not answer. In
this Mode, CallExtend will play the “Busy - Don’t Answer Message” (e.g.,
“That extension is not answering; please try again later.”) and then
disconnect the caller. To use this Mode, see Appendix B, Case B.
CallExtend will connect a call through to an extension upon hearing a
voice answer. This connection may take a moment, so the first word said by
the answering party may not be heard by the caller.
While CallExtend is supervising the call transfer, the phone system will have
the call in an “On Hold” status, so the calling party may NOT hear ringing
or busy tone. The caller will hear what the phone system puts out to a caller
on hold.

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In some phone systems, ringing will not be sent to the extension
originating a call transfer. In this case, CallExtend can be programmed to
wait for a period of TIME before transferring to a receptionist, rather than to
listen for ringback. See Appendix B, Case A for this programming.
Busy-Only Supervision:Enter a 1 in Field 3 to select this mode. In this
mode, if CallExtend detects a busy tone from the extension it is transferring the
call to, it will transfer the call to the receptionist. If ringing is heard from the
extension, CallExtend will connect the call through to the extension and exit
immediately. If the extension rings and is not answered, CallExtend will NOT
send the call to the receptionist.
Unsupervised:Enter 0 (zero) in Field 3 to have CallExtend transfer calls
without supervision. In this mode, CallExtend will connect the call through to
the desired extension and then immediately exit the call. CallExtend will NOT
send the call to the receptionist(s) if the dialed extension is busy or does not
answer.
FIELDS 4 - 7: Optional System Programming:
PAGE 0, ROW 0 has five additional fields that can be programmed for various
optional settings. These are covered in depth in Appendix B, Optional
Programming. See this appendix for additional system settings, such as how to:
 Have CallExtend answer calls on greater than 1 ring
 Have CallExtend pause during dialing
 Transfer calls to an off-site receptionist
 Allow callers to dial extensions that begin with “8”
 Direct calls answered by CallExtend’s Ports 1 & 2 to different receptionists
 Use an extra hook-flash during call transfers (required by some phone
systems’ conference calling features)
 Have CallExtend detect calling party abandons
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Programming Receptionist Extensions:
PAGE 0, ROWS 1-4
At least one receptionist extension must be programmed, into PAGE 0, ROW 1
of CallExtend.Up to four receptionist extensions can be programmed, into ROWS
1-4 of PAGE 0.
Calls will be transferred to the receptionist extension if:
1.) The caller does not dial anything within the time limit programmed on
PAGE 0, ROW 0, Field 2.
2.) The caller dials a digit not recognized by CallExtend.
3.) CallExtend is programmed for the Full Supervision or Busy-Only
Supervision mode and the conditions for receptionist transfers are met.
4.) The caller dials a 0 during or after the voice greeting.
To program the first receptionist extension into PAGE 0, ROW 1, lift the handset on
the ADMIN phone and dial as follows:
Dial: 0 15
p
lus an extension up to 8 digits long; if less than 8, dial #when done.
Dial: 0 1 7 to review the extension you entered & make sure it’s correct.
highlighted digit
=
Hold this key down for at least one full second
To program additional receptionist extensions into PAGE 0, ROWS 2-4, dial as
shown above. However, replace the ROW number (the second digit to be dialed)
with the ROW number being programmed.
Hints on Receptionist Extensions:
CallExtend does not supervise calls sent to the receptionist. You should either
program receptionist extensions that will always be answered or specify the
starting extension of a phone system hunt group as the receptionist.
CallExtend does not hunt through multiple receptionist extensions. If more
than one receptionist extension is programmed on PAGE 0, ROWS 1-4,
CallExtend will transfer the first call to the first receptionist extension (in
ROW 1) and the next call to the second receptionist extension (ROW 2), even if
the first receptionist is available.
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 *70 at the
beginning of a call transfer sequence, enter *70 at the beginning of each
receptionist extension (e.g., enter *70212 for extension 212). To have
CallExtend dial a #as part of a number, program a #character in the
appropriate location by dialing ## (two #signs right in a row) from the Admin
phone.
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 PAGE 0, ROW 1; then enter the remainder of the
number into ROW 2. ROWS 3 and 4 of PAGE 0 will be ignored after this.
When using a receptionist extension longer than 8 digits, you must also enter a #
character (dial ## to enter a #character) into Field 7 of PAGE 0, ROW 0, as
described in Appendix B, Case F. Also see Appendix B for additional
receptionist options.
To remove an extension from the receptionist list, use a single #sign to erase
the contents of the applicable ROW. For example, to erase the contents of
PAGE 0, ROW 1, dial 0 1 5 (hold the 5down for a full second) #.
CallExtend will still use the extensions before and after the empty ROW on the
list.

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Programming Direct Extension
Transfers: PAGES 1-7
PAGES 1-7 of CallExtend's memory tell CallExtend how to respond to what
callers dial. Each PAGE of CallExtend memory corresponds to the first digit dialed
by the caller. For example, if a caller dials "214," CallExtend will examine PAGE 2
of its memory for instructions on how to handle the call.
If you want to have callers dial extensions directly, program the length of your
extensions into ROW 0 of the PAGE(S) that correspond to the first digit(s) of
your extensions. This is all the data entry you will need to do on these PAGES.
For example, if your extensions are all in the 100’s (100, 101, 102, etc.), you would
program PAGE 1, ROW 0 for a 3-digit extension format. CallExtend will accept
extensions up to 8 digits long for direct extension dialing.
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 B, Case D):
Dial: PAGE number 1-7 then 05then the extension length, then: #
Dial: PAGE number 1-7 then 0 7 to review the ext length & make sure it’s correct.
Example: If your phone system uses 3-digit extensions that begin with
either "1" or "2" (100, 110, 200, etc.), program PAGES 1 and 2 as shown:
PAGE 1 - Dial: 10 5 3 #
Dial: 10 7 Verify the display shows 3
PAGE 2 - Dial: 20 5 3 #
Dial: 20 7 Verify the display shows 3
Special digit dialing: If your phone system requires that special digits be dialed in
front of an extension number when transferring calls, you should enter the special
digits AFTER the extension length when programming ROW 0 of the PAGE(S).
For the extension length, you would enter the total of the special digits and the
number of digits in the extension. CallExtend will insert the special digits in front of
the extension a caller dials.
Example: The ABC Company uses extensions that begin with "5" and are
three digits long (e.g., 503, 515, 532, etc.). In order to transfer a call, their
phone system requires that *70 be dialed before the extension number.
CallExtend would be programmed as follows:
PAGE 5 - Dial: 50 5 6 *7 0 #
Dial: 50 7Verify the display shows 6 i 7 0

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Programming Single Digit Transfers
from a Menu: PAGES 1-7
PAGES that are not used for direct extension transfers can be used for single-digit
dialing from a menu, if desired. CallExtend is capable of performing up to two
levels of menu transfers.
Single Level Menu Transfers:
To program a PAGE for single level menu transfers, you will first program a *
into ROW 0 of the PAGE and then enter the extensions that you want calls
transferred to into ROWS 1-6 of the PAGE.
For example, to have callers "dial 4 for Support," you would enter a *in PAGE 4,
ROW 0 and up to six extensions for the Support department into ROWS 1-6 of
PAGE 4.
Each extension in a ROW can be up to 8 digits long (to use an extension longer than
8 digits, see the following Hints). When programming an extension shorter than 8
digits, press a single #sign to indicate that you are done entering the extension
number. If you want to include a #as part of an extension, dial two #signs right in
a row in the appropriate place in the extension.
Example: The ABC Company wants callers to be able to dial 3 for Sales
and wants those calls to be sent to extension 117. To accomplish this, you
would program PAGE 3 by dialing the following on the ADMIN phone:
Page 3, Row 0 - Dial: 30 5 * #
Dial: 30 7 Verify the display shows i
This enters a *(star) into PAGE 3, ROW 0. Next, extension 117 is entered
into PAGE 3, ROW 1:
Page 3, Row 1 - Dial: 31 5 1 1 7 #
Dial: 31 7 Verify the display shows 1 1 7
Hints on Programming Menu Dialing:
Enter each extension number exactly as the phone system needs to see it to
transfer the call. If the phone system needs to see *70 at the beginning of an
extension to transfer a call, enter *70 at the beginning of each extension you
enter in CallExtend (e.g., enter *70117 for ext 117). You can enter an off-
premise phone number, hunt group, or voice mailbox number by programming
the exact digits to be dialed, including an initial "9" or "1." To have
CallExtend dial a #as part of a number, program a #character in the appro-
priate location by dialing ## (two #signs right in a row) from the Admin
phone. To have CallExtend pause during dialing, see Case H in Appendix B.
A phone number up to 16 digits long can be entered into CallExtend as the
only number in the menu list. To program this, enter a #character (dial ##
to enter a #character) instead of a *in ROW 0 of the PAGE. Then, 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 3-6 of the PAGE will be
ignored after this.
To remove an extension from a department list, use a single #sign to erase
that ROW. Example: to erase the contents of PAGE 2, ROW 1, dial 2 1 5
(hold the 5down for a full second) #. CallExtend will still use the
extensions before & after the empty ROW.
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 extension in ROW 1 and the next call to the extension in
ROW 2, even if the first extension is available. If you want calls to be sent to
a hunt group, program the hunt group extensions into the phone system, and
only the starting extension of the hunt group into CallExtend.