-
35
-
-
36
-
Appendix C:
Troubleshooting
If you experience problems when installing CallExtend, the following examples may
assist you in troubleshooting:
Call Transfer Examples:
Calls are not being transferred, and touch-tone digits are heard by the caller:
1. The hook-flash duration setting in CallExtend may be too short for the phone
system. Check the "Hook-Flash Duration" Field (the first field of PAGE 0,
ROW 0) to make sure it is set to correspond to the hook-flash duration setting in
the phone system.
2. Make sure that the phone system analog ports CallExtend is connected to are
programmed for call transfers. To test this, see page 2.
3. Make sure CallExtend has been programmed to dial any prefix digits that are
needed in front of extension numbers when transferring calls.
The caller dials to select a department or extension, and the call is dropped
without touch-tone digits being heard:
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 setting in the phone system.
The caller dials a single digit but is not transferred to an extension:
Make sure
that ROW 0 on that single digit's PAGE is set to
*
(star). Also, review the data in
ROWS 1-6 on the PAGE, to make sure that the desired extensions have been
programmed.
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: PAGE 0, ROW 0").
If a call is not answered by the extension it was transferred to, it is not being
transferred to the receptionist:
1. 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: PAGE 0, ROW 0" to change this value.
2. If this problem occurs when CallExtend is set to fully supervise call transfers,
check the extensions entered into ROWS 1-4 of PAGE 0, to make sure they are
valid extensions.
3. Make sure your telephone system can make a second call transfer from the
analog ports without any restrictions.
4. If the conference calling feature on your phone system causes an extra hook-
flash to be needed for the second call transfer, see Appendix B, Case C.
CallExtend seems to tie up a phone line for a long period of 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) to the CallExtend extension, or the phone
system passes a shorter signal to CallExtend than CallExtend is programmed to
recognize. Check the programming referred to in Appendix B, Case I.
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 there is a valid receptionist extension entered in
PAGE 0, ROW 1.
