Support Archive for the VoicePro VP206 and VP412

Welcome to this support site for users of the VoicePro phone system. If you just discovered this site, please read “About This Site” by clicking the tab at the top.

If you need replacement parts, click on the topic under that heading in the right-hand column.

For support, choose the topic under “Q&A Help Topics,” which is on the right-hand column on every page. Scroll down to see it on longer pages.

Those topics are based on questions and answers that customers have been asking. The numbers in parenthesis indicate how many questions there are on each subject.

How to Transfer Caller Back Outside

QUESTION:

Can I transfer a caller to another number? Or am I limited to just transferring to another in-house extension?

ANSWER:

An incoming call can be forwarded to another extension, but not directly back out to another number.

However, there is a way to do that with an extra step as follows:

You need to transfer the caller to a mailbox. Then the caller needs to press "0" to return to the main menu, where they can dial another extension – one that forwards to the other outside number.

This method is only useful if you have specific number that you always need to transfer people to.

This is how you program the system to make this work:

1. Program an extension to forward to the outside number. Let's say you use extension 15 for this purpose. Function 16 is used to program extension forwarding.
   
2. You need to leave the forwarding method set to the default, which is to use two lines. Function 37 sets the method, but you leave it as the default.
   
3. Log into mailbox 315 and record the following greeting: "Please press 0 and then dial 15"

Now, if you answer a caller who needs to be transferred to that other outside number:

1. Tell them that you will transfer them but that they need to press 0 and then 15 when they hear it answer. They will hear that instruction again when they hear the greeting that you recorded in step 3.
   
2. Press the flash button on the phone and dial the mailbox of that extension you are using for this purpose. In this example, 315 is the mailbox for extension 15. So you flash, dial 315, and hang up.
   
3. The caller will hear the greeting in mailbox 315 instructing them to dial 0 and 15. When they do that, 0 returns them to the main menu where they can dial any extension. Dialing 15 will transfer them to that other number that 15 is programmed to forward to, as you set up in step 1 above.

Can I transfer a call and conference all three of us?

You can hook-flash on any extension to transfer a caller to another extension or to an outside number.

If you want to join all three in a conference, just press hook-flash again.

How to Use Telephone Extensions

Regular telephones can be plugged into any extension jack. 

Each phone will have its own 2-digit extension number that can be dialed directly or assigned to a menu option for callers to press.

Physical Extensions

The VoicePro can handle up to 12 phone extensions. It uses standard single-line phones. Nothing special or expensive is required. When a regular telephone is connected to the VoicePro it has multi-line capability with flexible professional-quality features as reviewed below.

• Any caller can dial extensions directly or select menu options that you have assigned to ring to specific extensions. 
• You may assign incoming lines to ring to specific extensions if that fits your needs. 
• Menu option zero rings to extension 10 if you want to have a receptionist manage that extension. 
• Dialing a physical extension will ring the phone connected to that jack or can be forwarded to another number.
• When you pick up any extension you get outside dialtone so you can dial any number as usual.
• Callers can be transferred by pressing the flash button and dialing another extension.

Standard telephones can be connected to the extension jacks on the back of the unit. 

• The VP206 supports 6 physical extensions. Numbered 10 thru 15.
• The VP412 supports 12 physical extensions. Numbered 10 thru 21.

Virtual Extensions

Besides physical extensions, extension numbers go all the way up to 99. Those beyond the highest physical extension are virtual extensions, which can be used as voicemail extensions to play a greeting and take a message. Only physical extensions can ring to a phone or be forwarded to another number. 

Single-key Menu Options To Ring Extensions

Each phone has a 2-digit extension number. Callers can dial that directly. 

But you can optionally assign Auto Attendant menu options to ring to specific extension phones or direct to specific voice mail boxes. So your caller just presses a single key from your custom menu to reach a particular department or a specific person. 

Example: 

"For customer support, press 1. To leave a message, press 2." 

Custom Programming

Each extension and its mailbox can be custom programmed...

• Record a personal greeting that plays when your extension is not answered.
• Specify which outgoing lines are permissible by each extension.
• Activate Call Forwarding to another extension or to a remote phone number.
• Call Screening... 
  When call screening is enabled the caller will be asked to say their name. Then it plays that to you while they are on hold. Such as "You have a call from John Smith." You can press # to accept or * to send the caller to voice mail. You can enable call screening on any extension. 

Calling Outside

When you pick up any extension you get outside dialtone so you can dial any number as usual. There is no need to dial 9 first, as required on some other phone systems. 

The system automatically gives you dialtone on any outside line that is available. You don't need to think about which line it is. However, extensions can be programmed to select specific outside lines if that is important to you. 

You can also select a specific outside line on the fly by dialing *8x (where x is the line number) before the number you are calling. But there is no need to do this since you will get dialtone on any available line anyway when you lift the receiver. 

Room-to-Room Calling

• You can call from any extension to another without tying up an outside line. Just press the star key (*) to switch to an inside dialtone and then dial the two-digit extension you wish to reach.
• You can answer someone else's ringing extension by picking up your extension and dialing *50. If you don't get an outside dialtone then just dial 50 without the star.

Caller-ID

Caller-ID (name and number) is passed to extensions to view if your phone has a display. This feature requires Caller-ID service from your phone company.

Music on Hold

When a caller is being transferred to an extension, they will hear Music on Hold if you have a music source connected to the music jack on the Voice Pro. A radio, CD player, MP3 player, or even an Apple iPod can be used. Callers will hear silence while being transferred if no music source is connected.

Group Ringing

If you have a need for ringing several extensions so that any of your personnel can answer an incoming call, you can assign an Auto Attendant menu option for the caller to press that will ring multiple extensions. 

This is known as departmental or group dialing and is normally only found on larger PBX systems. But the VoicePro has it too. 

Group Ringing is also useful to avoid voicemail when a caller selects an extension that is busy. You can program a menu option that will ring multiple extensions. Then if one is busy, the other(s) will still ring. The caller will only go to voicemail if no one answers. The number of rings can be set and the mailbox to use if no answer can be specified (it's the first you assign for your group ringing). 

Transferring & Forwarding

When you answer a call that really needs to be directed to someone else, you can transfer that caller. 

You press "flash" and dial the other extension. Then hang up. The other extension can answer. 

If you would rather announce the call, don't hang up. Do the same as above, but wait for the other person to answer. Then you can tell them you are transferring so and so. When you hang up, they will be connected to the party you put on hold. 

What if you're not in the office to get to your phone and you don't want callers to just end up leaving you a message? What if you really want to get those calls live? 

In that case you can forward your extension to another outside number, such as your cell phone. 

You can take the call and the caller won't even know that you're not in the office. 

Voice Mail

If a caller dials an extension and there is no answer, they will be routed to that extension's mailbox. Each extension has its own mailbox and your personnel can record their own personal greetings. 

The message length is programmable up to the 2-hour storage limit. All messages play the time and date received. Messages can be picked up from any remote phone. All mailboxes are password protected. 

The administrator can check which mailboxes have messages in one step with a single function. So there is no need to dial each mailbox to find which has messages. 

In addition to all the physical extensions, there are additional mailboxes (up to 99) that handle "only" Voice Mail. However, only physical extensions can be forwarded to another location. But all 99 mailboxes have live message alert.

Message Notification

There are several ways the VoicePro can notify you when you have a message.

1. It can call you remotely at another number. It will tell you that you have a message and allow you to log in during that call. 
2. It can use the message light on your phone extension if you have one.
3. It can also give you stutter dialtone if you don't have a message light indicator. 

Remote notification can be done by calling your pager or by calling you live. 

Remote Message Notification

1. Pager Alert can be programmed into any mailbox to notify you that a message was left.
2. Live Message Alert can be specified to call your cell phone, or any number, by voice, to "tell you" that you have messages. And, if you wish, you can log-in with your passcode during that call to pick up your messages. 

Message Waiting Light Indicator

You will also be aware that you have messages by the "Message Waiting Indicator". There are two ways your extension will indicate that you have messages...

1. Message Waiting Light: If your phone has a standard 90 volt message light, it will flash when you have messages.
2. Stutter Dial-Tone: If your phone does not have a message light, just disable the "message waiting light" feature for your extension and the system will give you a stutter dial-tone to indicate you have messages when you pick up the phone.

External Message Waiting Light

If you don't have a telephone with a message waiting light, you can add on an external light indicator.

Viking Electronics makes a Universal Message Waiting Light that connects in line between the extension jack on the VoicePro and the phone. I comes with a short wire so you can mount it right on the phone. Then use the regular length wire you already are using to connect the light to the VoicePro. 

We tested this device and it works great. The light flashes brightly when there is a message in that extension's voice mail. Note that you will need one for each phone if you want a message light indicator for each. Click the image to order direct from Amazon.

Three-way Conferencing

The VoicePro lets you set up conference calls with one outside party and another inside party, or two outside parties and you.

In other words, when you receive a call from the outside, you can conference that caller with another person who is either atanother extension, or a remote person at another number. 

Here's how...

1. While on an outside call, press "flash."
2. You will receive an internal dial tone.
3. Dial another extension, or for an outside number, press 9 and listen for the dial tone. Then dial the outside number.
4. When they answer, press "flash" again and the first party will be included in the conference.

How to Create a Menu of Informational Messages

You no longer need to spend time answering the same questions over and over. Your callers can select the information they want to hear without waiting. This is known as Voice-On-Demand. 

You can record up to 99 informational messages by using any of the 99 greetings in the VoicePro. Then you assign the greetings to various menu options. Your main greeting will instruct your caller to press the appropriate keys to hear the information they need.

Answer Common Questions Automatically

You can make announcements to answer common questions, such as descriptions of your products, details of your latest promotions, announcements about your community events, or directions to your office. 

These greetings are different from voice mail greetings. They are used only for announcements. The VoicePro also has 99 mailboxes that have their own greetings. 

The difference is important to understand: 

• Play information only: When you just need to play a message to your caller, and you don't need to have them reply or to leave a message for you, then use the informational Voice-On-Demand greetings. These greetings just play the recorded announcement and then wait for the caller to select another menu item.
• Play information and take a message: If you want to allow your caller to leave a message after listening to your information, then record your message as a greeting of a Voice Mail box.

Let's discuss how you would use both cases:

1. Play Announcements only -- and return to menu

If you just want to allow the caller to listen to a recorded announcement and then go back to the main menu, you would use one of the announcement greetings, not mailbox greetings. Announcement Greetings can be recorded with Function 25 and assigned as menu selections with Function 44. 

Note that this is the same way that you can record your company greetings for day, night or weekend. But there we are using the greetings for various informational announcements. After we create them, we also need to assign each one to a specific menu option. That's the key you want the caller to press in order to select the proper announcement message.

Say you want your caller to press 5 to get directions to your office. You would record a greeting using Function 25 discussing the way to drive to your office. 

Let's use greeting number 5 (just to be consistent). Then with Function 44 you would assign menu option 5 to play greeting number 5. 

At any time during the playback, your caller can select another option. There is no need to wait for a recording to finish. Callers can dial extensions if they want to talk to someone or they can select another menu option from the mail menu. 

The caller will be in the mail menu after the greeting finishes. So you should also include some menu prompts at the end of each announcement message, probably the same prompts you used in the main greeting. Otherwise the caller will hear dead air and not know what's happening.

2. Play Announcement and take a message

If you want to let the caller leave a message after listening to an announcement, then use a voice mailbox instead. 

In that case you would record your announcement in the greeting of one of the mailboxes. Then you would use Function 44 to assign the desired menu option to use that mailbox. 

Function 44 is used to assign menu keys to any of three things. We already discussed assigning to announcement greetings. Here we just mentioned assigning a key to a mailbox. You can also assign a key to transfer to an extension. But that's another subject. 

In the case of using mailboxes, when the caller presses the key you assigned, it will play the greeting in the assigned mailbox and then it will take a message into that mailbox. 

If you have message notification enabled for that mailbox, you will be notified about the message the caller had left.

How to Transfer Calls and Set Remote Forwarding

What's the difference between transferring a call and call forwarding?

• When you answer a call and you need to pass the caller to another person, you transfer the call by pressing the flash button and dialing the other extension.
• But when you want your own phone to ring somewhere else, then you enable call forwarding so all your callers will be routed to another extension or to your cell phone.

Now that you know the difference, below we'll go into detail on each...

  

Intructions to Transfer a Caller

You can transfer a caller to another inside extension or to someone's voicemail. 

Transferring to a Person

You can announce the party or you can just hang up and the parties will be connected when the other extension is answered. 

Transferring to a Mailbox

The system knows if you are transferring to an extension or to a mailbox because extensions are only two digits (10, 11, 12, etc.) Voice mailboxes are three digits (301 thru 399). Yes, there are 99 voice mailboxes. 

The caller will not miss the beginning of the personal voicemail greeting because the system will not play it prematurely. The greeting starts to play to the caller only when you hang up after dialing the other extension. 

Transferring to an Announcement

If you have announcement messages and you routinely have the situation where you answer live, but need to transfer the caller to one of your prerecorded announcements, then record those announcements in broadcast-only mailboxes. 

Then you can transfer callers to any specific message. You do that the same as transferring to any mailbox, as explained above. Broadcast-only mailboxes will play the greeting, but will not take a message.

Music On Hold

When you transfer a caller to another extension, the caller will hear silence while the other phone is ringing. If you have a music source connected to the VoicePro, they will hear that Music-On-Hold. 

How To Transfer A Caller

• Announced Transfer
  1. While talking on an outside line, press Flash.
  2. Dial a station extension number.
  3. When the called party answers, announce the call and hang up.
• Unannounced Transfer
  1. While talking on an outside line, press Flash.
  2. Dial a station extension number.
  3. When you hear the ring-through, just hang up.
• Transfer to a Mailbox
  1. While talking on an outside line, press Flash.
  2. Dial mailbox number. You will not hear anything. Just hang up.
  3. Other party will hear the entire mailbox greeting once you hang up.

  

Intructions to Set Remote Call Forwarding

Any physical extension can be programmed to forward callers to a cell phone or to any other telephone number anywhere. The VP206 has physical extensions 10 thru 15 and the VP412 has 10 thru 21. 

Note: If someone answers a call and transfers the caller to another extension, it will ring that extension even if it is programmed to forward calls. Only outside callers will follow programmed forwarding. 

There are four ways the VoicePro can forward calls. You can specify the best forwarding method that is available to you from your phone company...

• Forward on second line (supervised transfer): This will actually tie up two lines. You can decide if you want to accept the call or send to Voice Mail. The caller will never hear your personal greeting on your cell phone or home answering machine.
• Forward on second line (blind transfer): Same as above except it connects when answered. The caller will hear your OGM if you don't answer.
• Three-way-calling: This method uses only one line but holds the line open so the parties remain connected.
• Centrex or Plexar®: These phone company features allow the VoicePro to forward calls by doing what is called a "Hook-flash, Transfer and Release." This is the best method because it frees up the line to accept more calls even while the forwarded call is connected.

How to Enable/Disable Call Forwarding

Any of your personnel can forward their own extensions. Here is how they do it...

1. Dial * # from extension.
2. Dial 1 # to start call forwarding setup or
   Dial 1 # # to cancel call forwarding.
3. Dial off-site number then #.
4. Press 1 # to forward all calls, or
   Press 2 # to forward busy or ring-no-answer calls.
5. Dial * * to exit programming.

See Additional info below explaining how to specify the forwarding number. 

How The Administrator Can Forward Any Extension

Extension forwarding can be done by using Function 16. So it is not necessary to actually do it from that extension's phone. Function 16 will ask which extension you want to program. Then it will ask to enter the number. See Additional info below. 

Finally, it will ask if you want to forward all calls or just busy or no answer.

How To Specify The Forwarding Number

• To forward to another extension, enter the two-digit extension. Then #
• To forward to voice mail, enter 3 followed by the extension, then #. i.e. 312 is the voice mail for extension 12. 
• To forward to an outside number, enter the entire number followed by the # key. If 1 and area code is required then include that too. 

What To Do if Forwarding Does Not Work

You need to be sure you are using the correct method as explained in the "Remote Forwarding Instructions" above on this page. 

If you use three-way-calling, make sure you have that service on all your lines. 

Test doing a transfer manually without using the VoicePro. You may discover that you don't have the correct service. In that case, set the VoicePro to use the two-line method. 

If you still have trouble, it may be possible that the hook-flash time needs to be extended or shortened. The default is 500ms. You can use Function 40 to change this. First try increasing it to 6 (600 ms) and test. If it fails, try setting Function 40 to 7. If that does not work, try shorter flash times by setting Function 40 to 4 or 3. One of those should solve the problem.

How does Music-On-Hold work?

When you transfer a caller to another extension, or when they dial an extension or select a menu option that rings to an extension, they will hear music on hold if you had connected a music source.

The VoicePro has a 3.5 mm phono jack on the back to connect a music source. A cable with a 3.5 mm phono plug on each end is included with the VoicePro to connect to your music device. 

Connect the cable to the headset output of your CD player, MP3 player or a radio and the other end to the music jack on the back of the VoicePro. See the illustration at the bottom of this page. 

The audio from your music source will be heard while the caller is on hold or while being transferred. 

Two useful devices described below that can be used for music on hold are the Apple iPod Touch and the Zoom H2 Handy Portable Stereo Recorder. But most any good quality MP3 player will work. 

Using the Intellitouch Player/Recorder for Music On Hold

We tested the Intellitouch OHP6000 Digital Player/Recorder with the VoicePro and highly recommend this unit for music-on-hold. 

It's a Digital Recorder that saves the music or speech files in MP3 format in its own digital flash memory. Up to three hours storage is available. 

It has a USB interface so MP3 files can be recorded on a computer and transferred over to the OHP6000. You can even play MP3 recordings from an SD card attached to the unit.

This is the best solution for those who want high quality music-on-hold. Click the image of the Intellitouch above to buy it from Amazon.

Using the Apple iPod Touch for Music On Hold

The cable we supply fits the iPod Touch headphone jack. The volume output of the iPod is sufficient for giving enough volume through the phones for a caller to hear while being transferred or left on hold for any other reason.

You can record an MP3 file with your custom company information to be used for the music on hold. Save this to file to your iPod and set it to play repeatedly. 

Connect the supplied cable to the headphone jack on the iPod and the other end to the music jack on the back of the VoicePro. See illustration at the bottom of this page. 

Make a test call and dial an extension. While it's ringing you'll hear the music. Adjust the volume on your iPod to the proper level. 

How to Set Up the iPod Touch for Music On Hold

Go your Albums on your iPod Touch and select the Album you want to play. Or select "All Songs." Then click the Shuffle icon if you want all your songs to play randomly. Or if you just want one song to play repeatedly, select it and click the recycle icon. 

If you want to play all the songs you have in your iPod, you may decide to play them in a random order. You can select to play only the songs in a certain album or you can play all the songs on your iPod.

Using the Zoom Mic for Music On Hold

The Zoom H2, available from Amazon, is an MP3 player but it has so many more features useful for recording 360 degrees in two and four channels simultaneously. More than you need for just playing music on hold. But you'll probably end up using it for other tasks too. 

Connect the audio cable supplied with your VoicePro to the jack labeled "Phones/Line Out" on the side of the Zoom H2. Connect the other end to the music jack on the back of the VoicePro. 

Make a test call and dial an extension. While it's ringing you'll hear the music. Adjust the volume on your Zoom H2 with the Volume Button on its side. You can press this button on either end to increase or lower the volume. 

Click "Buy from Amazon" in the display above.

Volume Amplifier

Some devices don't have enough output power to work with the VoicePro and you will either hear no music-on-hold or it will be very low. 

The Zoom and iPod Touch work fine but the iPod Nano and some low-cost MP3 players have inadequate volume output. 

A solution is to use an amplifier such as the FiiO E6 Headphone Amplifier. This device, sold by Amazon, provides 150mW high fidelity output power. 

It has a 3.5 mm jack for connection to your audio source and another 3.5 mm jack for output to the VoicePro. It also includes two cables, one for the source to the amplifier and another for the amplifier to the VoicePro.

It uses a built-in rechargeable battery and includes a cable to connect to the USB port on your computer to charge the battery. You need to let the battery charge before using it. 

You can also use the USB port or a USB charger for continuous power without draining the battery. 

Testing the unit reveals a much louder and more stable sound coming through the VoicePro from the music source.

How Does Fax Detection Work?

The VoicePro includes the capability to detect incoming fax calls. When this feature is enabled, it will route those calls to your fax machine. 

The VoicePro saves you from the need of having a separate fax line since it will handle regular voice calls as normal, and it will send fax calls to your fax machine. 

If you want to use your fax machine on a dedicated line, then there is no need to program the fax detection. But if you want to share your phone lines to be used as both fax and voice, then you would connect your fax machine to one of the extension jacks on the VoicePro and enable fax detection. 

How To Program Fax Detection

Once you connect your fax machine to a chosen extension jack, you also need to enable Fax Detection and specify where you connected your fax machine so it routes those calls correctly. Incoming fax calls will automatically be routed to that extension where you have your fax machine connected. 

To enable Fax Detection with the VoicePro you need to do the following...

1. Use function 31 to specify which CO lines may receive incoming fax calls. This causes a slight delay when answering, in order to wait for a CNG signal that is sent by the sending fax machine.
2. Use function 7 to specify the extension where you connected your fax machine.

When the VoicePro detects a fax CNG signal on any of the lines you specified in step 1 above, the call is automatically routed to the extension you specified in step 2. 

If no fax CNG signal is detected, or if the caller makes a regular voice call, then the Automated Attendant will answer the call. In that case the caller can manually dial any extension or press keys for any menu option you created. 

Fax Detection Overrides All Other Call Routing Assignments

When you enable fax detection, the VoicePro is forced to use the Auto Attendant to process the routing. This means that if there is no fax detected then the Auto Attendant company greeting will play to the caller, and he or she can select from the menu options you provided. 

For this reason it is important to understand that fax detection overrides any other call routing you try to program that would cause a conflict. 

More specifically, if a fax tone is detected the call is automatically switched to the extension where you have your fax machine (specified with function 7). 

Enabling fax detection with function 31 overrides functions 4, 27 and 30 since the Auto Attendant will answer the call if it's not a fax.

Function 4 is used to program ringing assignment (which phones ring) before the Auto Attendant. Most people don't use this since they want the Auto Attendant to answer and handle all calls. 

Function 27 is used to disable the Auto Attendant. But when you enable fax detection you are forcing this back on. 

Function 30 is used to specify how many times the phones should ring before the Auto Attendant answers. But, again, when you use fax detection you are forcing the Auto Attendant to handle all calls on the fax line, therefore making this function meaningless. 

Bottom line: If you want to bypass or delay the Auto Attendant, you cannot also use fax detection. 

How Fax Machines Work

Fax machines communicate with one another before starting the data transmission. The originating fax machine sends a CNG signal (1100 Hz) to indicate that this is a fax call. Then the receiving fax machine sends back a CED tone (2100 Hz) to say it's ready to receive. This is known as handshaking. 

If you connect your fax machine to an extension jack on the VoicePro, and you enable fax detection as explained above, then the VoicePro will 'listen' for the CNG fax signal before the auto attendant answers. 

• If it does not hear a CNG fax signal, it will handle the call as a regular voice call. 
• If it hears the CNG signal then it immediately passes the call to your fax machine, along with the Caller-ID if you have that service. 

Your fax machine will then detect the repeating CNG signal and 'handshake' by responding with a CED tone (2100 Hz) to indicate that it's ready to receive the transmission.

Special Considerations

Delayed answering while waiting for fax:

When fax detection is enabled, there will be a short delay before the auto attendant answers. This is because the VoicePro is listening for a CNG signal, which is what a fax machine sends to make itself known. 

If no CNG tone is received after a few seconds, then the VoicePro will answer the call and handle it as a human caller. It will play your company greeting and wait for the caller to dial an option. 

Missing CNG Tone with incorrect voice dialing:

Some people make the mistake of dialing the destination fax number with the fax machine's handset off hook. The VoicePro will incorrectly detect this as a voice call. 

The sender needs to press the "Send Fax" button on their machine, or simply dial without using the handset, in order for the VoicePro to properly know this is an incoming fax. 

If the call was determined to be a voice call because the originating fax machine did not send the CNG signal within the first few seconds, then it's too late for the caller to switch to fax mode. This is why it's important to not call by voice first.

How To Send a Fax

You can use your fax machine to send faxes, as you normally would do. When it starts to send a fax, the VoicePro will automatically provide dialtone on any available outside line. 

If you want to force your faxes to always go out on a specific line, program the extension where you connected your fax machine so that it will always select that line for outgoing calls. Use Program Function 3 to specify which outside lines can be accessed from each extension.

Can I use multi-line phones?

The VoicePro is designed to work with single-line phones. It gives these phones multi-line access via program functions. 

If you insist on using two-line or four-line phones, read on...

If you use two-line phones, for example, you have a choice of connecting just one extension to each phone and using it as a single-line phone, or you can connect two extensions to each phone. But in that case you can only have three phones on the VP206 (two extensions each).

It really doesn’t make sense to have two extensions going to the same phone because the VoicePro is a phone system that lets any single-line phone get access to any outside line.

Incoming calls are handled by the Auto Attendant and routed intelligently based on your custom programed menu, as explained above. So, once again, no need for two lines going to a single phone anymore.


Problems With Using Multi-line Phones

If you have a special need that requires two-line phones to be used, make sure you understand what you want to accomplish.

Usually you would not need an intelligent phone system such as the VoicePro if you just want each incoming line to connect to each phone. This is because the phones have button to select the line you want. If you do this, you would be bypassing the functionality of the VoicePro.

More importantly, if you place one line on hold to answer the other, the VoicePro will not know you placed someone on hold. So it will not play music-on-hold (assuming you connected a music source).

It will also not remind you that you left someone on hold by ringing you back.

These are functions of the VoicePro, but they only work if you place someone on hold via the flash button.

How do multiple callers get through?

The VoicePro can handle two or four simultaneous callers, depending on which version you buy. But you need multiple lines from your phone company so that multiple callers can ring in at the same time.

In addition, you will want the phone company to enable rollover, so that you use just one number for your business. If the first incoming line is being used, the next caller rolls over to the next line and rings in on that line.

The VoicePro will answer any ringing line and help route the caller, either with your custom auto attendant menu, or by ringing direct to extensions based on your programming.

How can the Automated Attendant be used?

The VoicePro VP206 has 6 extension jacks to connect in-house phones. The VP412 has 12 jacks. You really only need a single-line phone for each extension.

When you pick up any phone to make a call, the system gives you dial tone from wherever it finds a free line. You don't need to think about it.

Incoming calls can be handled in two different ways based on your needs:

1. Either program the unit to automatically send specific incoming lines to specific extensions. The Caller-ID of the incoming call will be sent to the extension phone.
   
   
2. Or let the auto attendant answer all incoming calls the same way (with your company greeting and a prompt menu). The caller can select from the menu or dial any extension direct if they know it. The line they came in on is not an issue.

How are multiple incoming calls routed?

Say you use extension 10 and your associate uses extension 11. The first caller who dials 10, or selects a menu option that you programmed to ring extension 10, will obviously get through.

If a second caller dials an extension that is busy, or selects a menu option that rings to a busy phone, they will go to that extension's voicemail instead.  Each mailbox has a personal greeting that can be recorded by that person or for that department. Each extension has its own voice mailbox.

If the second caller selects 11 while you are talking on 10, no problem. Extension 11 rings and your associate can answer.

Now, what if you don't want the second caller to drop into voicemail, you can program any menu option to ring multiple phones.

With a single-line phone you can also answer another ringing phone by dialing *50. 

Does the VoicePro have a call waiting option?

There are two ways to answer that question...
 

1. If another caller dials your extension and you are busy then you will not get call waiting. Instead the caller will hear your voice mail greeting and can leave a message. Every extension has its own voice mailbox.
   
   A solution is to program your extension to transfer to another extension if busy or no-answer. Then when another caller dials your extension, the other extension will ring if you are on yours. You can either answer the other, or place the present caller on hold and dial *50 to connect to the other caller.
   
   
2. If you have call waiting service from your phone company, the VoicePro will not respond to this. But if you are talking and you hear the call waiting tone, you can answer the other caller by forcing a hookflash to the outside line.
   
   If you just press the flash key on your phone, the VoicePro will put the present party on hold and give you dialtone to make another call. That's not what you want to do. You need to force the flash to go to the CO. You do that by dialing "52" after you press the flash button.

Can I transfer a call from one extension to another?

Yes. You can transfer a caller from one extension to another by pressing 'flash' and then dial the other extension. If you don't have a flash key on your phone you can always press the cradle button as if you were hanging up, but just for a second and then release it. This is the same as a flash...you will have placed the caller on hold and you will hear another dialtone so you can dial another number.

After dialing the other extension, you hang up and the caller will be transferred. Or you can stay on the line and announce the caller to the new party before hanging up.

Can we set the Daytime Greeting by the day of the week as well as for the hours?

Yes. The automated attendant has three greetings that can be used. 

You can specify what the daytime hours are for weekdays and you can specify what those weekdays are. You can create a greeting that plays to callers during daytime hours and another that plays at nighttime.

Anything else is considered a weekend and you can also record another greeting that plays on weekends.

Can a call ringing on a particular extension be intercepted by another?

Yes, you can pick up any extension and dial *50 to connect to the caller who is ringing to another extension.

We need to see the Caller ID on all incoming calls. Does this work?

The Voice Pro passes Caller ID through to the phones connected to the extension ports. If you have a display on the phone it will show the Caller ID name and number, if available from your phone company.

If I just want my calls to go to voice mail. How can I do that?

Each extension can be programmed to forward calls to another extension, to a remote phone number, or to a voice mailbox. Actually you can forward to any voice mailbox other than your own as well.

Enter station programming by pressing * then #. Then follow the prompts to set up forwarding. Forward your calls to any mailbox by placing a "3" in from of the extension number. Example: If you are programming extension 14 to go to its own voicemail you would specify the mailbox as "314".

Can I use it just as a message center for callers to leave messages for my employees?

Yes, you do not need to connect phones to the extension ports in this case. Just have one phone on extension 10 so you can program it through that phone and record the greetings for the various mailboxes. Of course you can do that by calling in from the outside as well.

Program all extensions to forward their calls to voicemail so the unit doesn't waste time ringing a non-existent phone in case someone tries to dial one of the extensions.

You can forward all extensions to one common mailbox if you wish.

How do I set up the different voice mailboxes and record messages for each mailbox?

First of all, not all mailboxes are associated with an extension. Only the first 6 or 12 (depending on which VoicePro you have) are real extensions where you can connect phones. All the rest are "greeting-only" mailboxes. Also known as "broadcast" mailboxes.

You can change the broadcast mailboxes to full-featured voice mail on any of the additional mailboxes up to mailbox 99 by changing its password to a 4-digit code that starts with a numeric. 

Broadcast mailboxes have a password that starts with a * and defaults to "**99". All the mailboxes beyond the physical extensions are broadcast mailboxes by default.

The physical extensions have mailboxes that are full-featured by default.

"Greeting only" mailboxes differ from full-featured mailboxes in the following way. They do not allow a caller to leave a voicemail message. After the greeting the caller is returned to the system main greeting and they can select other menu options.