Call Management Products, Inc.

2150 W. 6th Ave.
Unit D
Broomfield, CO 80020

800-245-9933
303-465-0651
303-465-0237 fax

Support Tips for CallExtend
Version 4.0 or Later

If you experience problems when installing CallExtend, the following examples may assist you in troubleshooting. Note that these examples assume you know how to perform programming in CallExtend. If you are not familiar with the programming commands, please consult the CallExtend User’s Manual. If you do not have a manual, please contact Call Management Products at (303) 465-0651 to obtain a replacement manual.

For tips on using CallExtend on a Mitel SX phone system, click here

Note: If you are not able to get CallExtend to accept programming, the programming phone you are using may not emit a long tone to the phone line. Try a different brand of telephone (it must be a standard touch-tone 2500 set type telephone) and a different cord to connect this phone to the CallExtend unit.

Call Transfer Problems

Callers hear CallExtend's messages but are dropped without being transferred

  1. If touch-tone digits are heard before the call is dropped, then the hook-flash duration setting in CallExtend may be too short for the phone system.  If no touch-tone digits are heard, the hook-flash duration setting in CallExtend may be too long for the phone system.  Dial 0 0 7 on CallExtend's Admin phone and check that the first digit shown corresponds to the hook-flash duration setting in the phone system (0 = no hook-flash, 1 = 250 ms, 2 = 300 ms, 3 = 400 ms, 4 = 500 ms, 5 = 600 ms, 6 = 750 ms, 7 = 900 ms, 8 = 1 sec, 9 = 1.5 sec). If the hook-flash duration is incorrect, see page 14 in the User's Manual to change this setting.

    Note: If the phone system's hook-flash is programmed as a range, set it to the widest range possible and set CallExtend's hook-flash to a setting in the middle of this range (e.g., on a Mitel SX phone system, set the Mitel to the 150 - 1500 ms hook-flash range and set the CallExtend to a 500 ms hook-flash).

  2. Make sure that the Class-of-Service options for the phone system analog ports CallExtend is connected to are programmed to allow hook-flashes and call transfers. To test this, first program your phone system to route incoming calls to the port(s) CallExtend is currently connected to. Then, disconnect CallExtend from these ports and, in its place, connect a standard touch-tone phone (2500 set) to one of these extensions. FROM ANOTHER PHONE, OBTAIN AN OUTSIDE PHONE LINE and make a test call into the phone system. This call should ring the phone you have connected. Answer the call and try to transfer it to an extension by hand. If this test transfer works, CallExtend can operate on this port. If the test transfer does not work, try changing the phone system’s class-of-service settings for this port to enable hook-flashes and to enable transfers of both internal and external calls to extensions and to the receptionist. Once the port is working with the test phone, repeat this test on the second extension port to be used with CallExtend.
     
  3. Make sure CallExtend has been programmed to dial any prefix digits that are needed in front of extension numbers when transferring calls (page 25 in the User's Manual), as well as any digits needed after the extension (page 26), including any necessary pauses.

The caller dials a single digit but is not transferred to an extension

A call is transferred to an extension, but that extension only rings briefly before the call is transferred to the receptionist

If a call is not answered by the extension it was transferred to, it is not being transferred to the receptionist or is being transferred to the wrong receptionist

  1. The “Transfer Supervision Mode” may be set to busy-only or no supervision. This causes CallExtend to transfer the call without answer supervision. See pages 14-15 in the User's Manual to change this.
     
  2. If this problem occurs when CallExtend is set to fully supervise call transfers, check the Department Receptionist for the starting digit the caller dials (see page 21 in the User's Manual). Next, check the Main and Hunt-To Receptionists (pages 19-20).
     
  3. Make sure your telephone system can make a second call transfer from the analog ports without any restrictions. To test this, see page 6 in the User's Manual.
     
  4. If the conference calling feature on your phone system requires CallExtend to perform an extra hook-flash for the second call transfer, see page 16 in the User's Manual.
     
  5. Make sure that Supervised Disconnect is turned off (see page 15 in the User's Manual).
     
  6. It is possible that the phone system has a system-wide forward-on-busy / no answer feature. In this case, the phone system would forward unanswered call transfers to the console or to the extension programmed into the phone system for this feature. Check the phone system programming to modify this setting.

CallExtend ties up a phone line for a long time without transferring a call

  1. This may occur because the phone system does not pass a calling party abandon signal (interruption in line current or dial-tone) to the CallExtend extension, or the phone system passes through a shorter signal than CallExtend is programmed to recognize. See page 17 in the User's Manual.
     
  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 a Main Receptionist has been programmed, as described on page 19 of the User's Manual. Also, if the phone system does not keep calls on hold for the Main Receptionist when that extension is busy, you may want to program a Hunt-To Receptionist, as described on page 20.

Voice Message Problems

The messages are played too quietly

The main greeting is played twice to callers

  1. On many phone systems, if an extension is busy or does not answer a transferred call, the call is automatically returned to the extension that originated the call 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 main greeting to the caller. Program the phone system to not transfer calls back to the ports used with CallExtend. If this cannot be done, extend the phone system’s extension transfer recall timer.
     
  2. This problem can also occur when CallExtend is in Supervised mode, if the phone system rings calls that are on hold back to CallExtend too soon. In this case, lengthen the phone system’s hold recall timer so it is longer than the number of rings CallExtend is set to supervise (see pages 14- 15 in the User's Manual to set the number of rings CallExtend supervises).

CallExtend answers calls but does not play its messages correctly

CallExtend allows calls to be transferred, but the Transfer Message and/or BDA Message are not being heard by the caller

A voice message stops part-way through at a random point, and there is a pause before the call is disconnected or is transferred to the receptionist

A voice message stops part-way through or messages are heard at the wrong time, but the call is transferred:

  1. The voice message indexes may have been corrupted, causing CallExtend to not know where each message begins and ends. Use the Erase All Messages command (dial 0 7 9) and then re-record the messages. For help re-recording the voice messages, click here.
     
  2. Part of the voice message 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. Use the Erase All Messages command (dial 0 7 9) and then re-record the messages. For help re-recording the voice messages, click here.