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REMOTE EXTENSIONS
A remote extension reaches an external phone by automatically selecting a line from a hunt group and dialing the phone number. For example, a remote extension could reach an employee’s cell phone or home phone, or a phone at a branch office.
A caller can connect to a remote extension through the auto attendant, or can be transferred to a remote extension by a call cascade. A user at a local extension can manually transfer a caller to a remote extension, or can dial a remote extension directly. If the remote extension is busy or unanswered, the system can route the call using the remote extension’s call cascade.
For example, a caller reaches the auto attendant and dials a local extension. The user is not there, so the call is unanswered. The call cascade of the local extension can be configured to transfer unanswered calls to a remote extension. The remote extension can be configured to dial the user’s cellular phone. This way the user is available outside the office.
There are three ways the TalkSwitch system can transfer calls to a remote extension:
• If the telephone line has the Transfer and Clear service available and activated, theTalkSwitch system can use the transfer and clear feature. When an outside caller is being routed to a remote extension, the TalkSwitch system directs the telephone company to put the caller on hold. It then uses the same line to reach the remote extension. The telephone company connects the outside caller to the remote extension, and then frees the line.
• If the telephone line has the 3-Way Calling/Conference service available and activated, the TalkSwitch system can use the same line connect feature. When an outside caller is being routed to a remote extension, the TalkSwitch system directs the telephone company to put the caller on hold. It then uses the same line to reach the remote extension. The telephone company connects the outside caller to the remote extension, but the line to the TalkSwitch unit remains occupied until the call is complete.
• If the telephone line doesn’t have these services, and an outside caller is being routed to a remote extension, the TalkSwitch system puts the caller on hold. It then uses a second line to reach the remote extension. Both lines remain occupied until the call is complete.
If two lines are used to connect an outside caller to a remote extension, the user at the remote extension can:
• Place the call on hold by dialing **.
• Retrieve the call on hold by dialing **.
• Transfer the call by dialing ** + the extension number. The call can be transferred to a local extension, remote extension, ring group, or VoIP number within a TalkSwitch VoIP network.
• Transfer the call to a voice mailbox by dialing *** + the voice mailbox number.
The remote extensions can be configured to perform a blind transfer or a screened transfer. However a transfer to another remote extension is always a blind transfer to avoid tying up a third line. If the system is configured to perform a blind transfer, it plays “Call transferred. Goodbye.” and
then hangs up. The call is transferred to the dialed extension and follows its call cascade if busy or unanswered.
If the system is configured to perform a screened transfer, the user is connected to the other extension and asks whether they want the call. If so, the user dials ** + 4 to complete the transfer. If the other person doesn’t want the call, the user dials ** + 5 to cancel the transfer and return to the caller.
There are ten remote extensions per TalkSwitch unit, which are numbered as follows:
• TalkSwitch Unit 1 — 210 to 219
• TalkSwitch Unit 2 — 220 to 229
• TalkSwitch Unit 3 — 230 to 239
• TalkSwitch Unit 4 — 240 to 249
The Remote Extensions page allows you to set up a remote extension.
Extension tab
The Extension tab allows you to set the name, phone number, hunt group, language, same line connect feature, and call cascade for each remote extension.
1. Select the Remote Extensions page.
2. Select a slot for the remote extension.
3. Select the Extension tab.
Activate extension
The Activate Extension area allows you to set the name, phone number, hunt group, language, and same line connect feature for each remote extension.
1. Select the Activate Extension checkbox.
2. Enter the user’s First name and Last name. The names appear within the configuration windows. The Last name is used with the dial-by-name directory.
3. Enter the Remote phone number. Enter the number as you would normally dial it (i.e. without the hunt group number). You can enter digits 0–9, space, dash, comma, # and *. A comma pauses dialing for two seconds.
An administrator can change the phone number by phone. Enter command mode by either pressing # on an analog extension phone, or *55# on a TalkSwitch IP phone (note: other brands may use *55 Send or *55 Dial). Dial the system password + #, the remote extension number, and then 8 + the new phone number + #.
4. Select the hunt group in the Connect using list. The TalkSwitch unit will use a line from this hunt group to connect with the remote extension. We recommend the default Hunt group 9 (or Hunt Group 0 in certain regions) unless you have set up a different hunt group for calling remote extensions.
An administrator can change the hunt group by phone. Enter command mode by either pressing # on an analog extension phone, or *55# on a TalkSwitch IP phone (note: other brands may use *55 Send or *55 Dial). Dial the system password + #, the remote extension number, and then 9 + the new hunt group + #.
5. Select the language heard by the user of the extension in the System prompt language for this extension.
6. If you have the 3-Way Calling/Conference service from the telephone company, you can select the Use same line connect checkbox. The same line connect feature will direct the telephone company to put the caller on hold, and will then use the same line to try the remote extension. Because the same line is used, the hunt group setting from Step 4 is ignored.
If you do not select the Use same line connect checkbox, the TalkSwitch unit will put the caller on hold, and then use a second line to try the remote extension. The second line will be from the hunt group selected in Step 4.
If you enable the same line connect feature, the user at the remote extension will not be able to transfer the call to another extension.
When the same line connect feature is in use, the caller hears silence while they are on hold. This is because the caller is on hold at the telephone company and not at the TalkSwitch unit. If you want the caller to hear music on hold while their call is being forwarded to the remote extension, do not use the same line connect feature.
The same line connect feature is not compatible with some telephone company lines.
An administrator can change the Use same line connect setting by phone. Enter command mode by either pressing # on an analog extension phone, or *55# on a TalkSwitch IP phone (note: other brands may use *55 Send or *55 Dial). Dial the system password + #, the remote extension number, and then 9800# to turn off same line connect, or 9801# to turn on same line connect.
7. Set the type of transfer performed by users at remote extensions. This affects transfers to local extensions, ring groups, and VoIP numbers within a TalkSwitch VoIP network. Transfers to other remote extensions are always blind transfers. See To remote extension tab on
page 184.
a)Choose Options > Transfer Preferences. The Transfer Preferences window appears.
b) Select the To Remote Extension tab.
• To allow screened transfers, select Allow screening of calls.
• To allow blind transfers, select Perform a blind transfer. This is the default selection.
8. If you have the Transfer and Clear service from the telephone company, you can enable the transfer and clear feature. See To remote extension tab on page 184.
a) Choose Options > Transfer Preferences. The Transfer Preferences window appears.
b) Select the To Remote Extension tab.
c) To enable the transfer and clear feature, select the Clear telephone line after call transferred checkbox.
Setting up call handling
The procedure for setting up a call cascade is similar to that described in Local Extension with the differences described below.
• The Remote Extensions page does not have the Do Not Disturb tab.
• The If Extension is busy list in the Busy tab does not have the invoke call waiting or queue at extension options.
• The When a call is answered list in the Answered tab has the play accept/reject prompt option, in addition to the stay connected and play caller’s name first options.
If play accept/reject prompt is selected, the system will place the caller on hold and will then call the remote extension. When the user answers, the system will say: “You have a forwarded call. To accept the call, press #. To reject the call, press *.” If the user accepts the call, the system will route the call to the remote extension. If the user rejects the call, the system will try the next alternative in the remote extension’s call cascade
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