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Nortel Networks P0990474 User's Manual

1. 00 cee eee 53 Restoring the CallPilot IMormialiol aua ease ee Le a Re ORS 55 Retrieving the CallPilot log files llli ee 57 Chapter 9 Upgrading CallPilot Mini CallPilot 150 lesser 59 Upgrading the CallPilot software version 0 0 c cee ee 59 Upgrading the message storage uraan ce lee 60 Chapter 10 TroubleshooUntQ r iaa sk oie nak WOE RE KEE Rhee ee RAED 63 Jage siia Miet cts te elas rrt 63 Diagnosing problems oc c0cc coke debe reve keep ges x ex Re x RE R eee NRE eee Ee 63 The RS 232 terminal cannot communicate with CallPilot Mini CallPilot 150 63 CallPilot Mini CallPilot 150 does not function at all 00 0c eee eee 64 The Power on Diagnostics fall 600640050020 ce ede be ee n em e ed bem einn 65 Cannot access CallPilot Manager 00000 e ete 65 CallPilot Mini CallPilot 150 fails during a startup 0 000 e eee eee eee 65 General Delivery Mailbox greeting plays when you dial the Voicemail DN on CAPTION eee EEUU 66 All of the mailboxes disappear after a software upgrade 00 eee ee 66 CallPilot 150 Feature Codes are inactive llle 66 To remove Feature Codes 0 0 ccc eee eee ees 66 CallPilot 150 does not reboot following STARTUP 0000 e eee eee 67 CallPilot Mini CallPilot 150 Installation and Maintenance Guide Moena e 4 cig eS eed HeLa E T ERED LRAT RAAT RS RGR LA RA Dg RAG 68 Time on t
2. isses eee 44 Chapter 6 Language Configuration Utility llle 47 Changing the languages available 0 000 cect eee 47 P0990474 03 Chapter 7 Password administration cries arere cee eee eee 49 Resetting pass Words ccos be dds hte Sewers See ekiasat sober ceewesbasactabes 49 Resetting the system administrator password llli sese 49 Resetting the password using a telephone CallPilot Mini amp CallPilot 150 49 Resetting the password using a telephone CallPilot 150 only 49 Resetting the operator password CallPilot 150 only lisse 50 Resetting the password using CallPilot Manager 000ee ee ears 50 Resetting the password using a telephone 0 ce eee ee eee 50 Resetting the Mailbox passwords 2 00 00 cee eee ene ee eee kms RE bee ee 51 Resetting the password using CallPilot Manager 000ee ee eeee 51 Resetting the password using a telephone CallPilot 150 only 51 Resetting the Call Center Administrator password CallPilot 150 only 51 Resetting the Modem access password 000 e eee eee 52 Resetting the Modem access password using a telephone CallPilot 150 only 52 Chapter 8 Backing up and restoring CallPilot 00sec eee eee eee eee 53 Installing the CallPilot Backup and Restore Utility 20 00 00 ccc ee eee 53 Backing up the CallPilot information
3. Note If you are troubleshooting a CallPilot Mini skip step 2 3 Check to ensure the e TCM port is connected to the CallPilot Mini CallPilot 150 e the Power Indicator light is lit e power supply cord is plugged into the AC socket P0990474 03 Chapter 10 Troubleshooting 65 e power supply cord is connected to the CallPilot Mini CallPilot 150 module e CallPilot Mini CallPilot 150 module is getting power from the AC socket Unplug the module and open the front cover Remove the feature cartridge and then re insert it Make sure the feature cartridge is fully inserted in the slot Close the front cover and plug in the module The Power on Diagnostics fail When LEDs 1 and 2 blink quickly it indicates a Power on Diagnostics fail For information about other LED error codes refer to CallPilot Mini CallPilot 150 LEDs on page 27 One of the following two components could be the cause of the problem the power supply or the CallPilot Mini CallPilot 150 To correct the problem 1 Measure the power supply voltage If the voltage is out of specifications replace the power supply and retest the system The power supply provides 9 VDC If the power supply is within specifications replace the CallPilot Mini CallPilot 150 then reprogram and test the system Cannot access CallPilot Manager If you cannot access CallPilot Manager do the following 1 Wait until LED turns on before attempting to access
4. Power An external power supply provides 9 V DC for the CallPilot Mini CallPilot 150 Use only the power supply that is provided with the CallPilot Mini CallPilot 150 P0990474 03 21 Chapter 3 Preparing to install the CallPilot Mini CallPilot 150 This chapter explains what you need before you install the CallPilot Mini CallPilot 150 Environment Make sure the installation area is clean free of dust dry and well ventilated between 0 and 50 degrees Celsius non condensing relative humidity between 5 percent and 95 percent at least 4 m or 13 ft from any equipment that could produce electromagnetic radio frequency and electrostatic interference a wall area about m 3 ft square closer than 15 m or 50 ft of cable length from the Norstar KSU or Meridian 1 PBX within 1 5 m or about 5 ft of a three wire grounded electrical outlet a minimum of 16 cm or 6 in from a corner wall or other component a minimum of 46 cm about 18 in from the floor to prevent water damage Electrical service Make sure the power is 115 230 VAC nominal range 100 to 240 V 50 60 Hz nominal range 47 to 63 Hz Third wire ground Unswitched Opening the kit Open the box and ensure that you have all the pieces as described below CallPilot Mini CallPilot 150 Power supply and power cord Wall Mount Bracket Four wire two meter line cord Documentation and Client Software CD CallPilot Mini EMC Kit CallPilot Mini onl
5. 3t P0990474 03 Chapter 7 Password administration 51 Resetting the Mailbox passwords The Mailbox password allows users to access their mailbox Resetting the password using CallPilot Manager 1 2 3 4 Log on to CallPilot Manager Click the Mailbox Administration heading Click the Change Delete Mailbox link Click the Reset Password link by the mailbox for which you are resetting the password A confirmation dialog box appears Click the OK button The password resets to 0000 Resetting the password using a telephone CallPilot 150 only Follow this procedure to reset a mailbox password using a telephone M Loa QUIT RETRY OF M Admin MBO AA OTHER XM Mailbox Admin HDD DEL CHHG Hbox DIE QUIT j Password RESET HEART 1 2 Press J JBJB Enter the system administration mailbox number and password Press MBO Press CHHG Enter the number of the mailbox you wish to change Press Hext until Password appears on the display Press RESET Press Resetting the Call Center Administrator password CallPilot 150 only This password is used to access CallPilot Manager to administer the Call Center software 1 2 3 4 Log on to CallPilot Manager Click the Configuration heading Click the Access Passwords link Enter a new password into the Call Center Administration Password box CallPilot
6. Click the Security tab Select the Accept any authentication including clear text option Click the OK button If you want to access the Dial Up Networking TCP IP parameters to check or edit the settings use the following procedure 1 2 Click the Start button and then click Programs Click Accessories and then click Dial Up Networking The Dial Up Networking dialog box appears Click the More button and then click Edit Entry and modem properties P0990474 03 Modem Access 75 Creating a Dial Up Networking connection on Windows 2000 1 2 3 2 ON 0 O 12 13 14 15 16 17 18 19 20 21 Click the Start button and then click Programs Click Accessories and then click Communications Click Network and Dial Up Connections The Network and Dial Up Connections dialog box appears Click the Make new Connection icon The Network Connection Wizard appears Select the Dial up to the Internet option Click the Next button Select the I want to set up my Internet connection manually option Click the Next button Select the I connect through a phone line and a modem option Click the Next button In the Telephone number box enter a telephone number It does not matter what telephone number you enter in this box because the number is not used for the connection to the CallPilot system Click the Advanced button Click the Address tab Select the Always use the following IP Address option Enter
7. Example 0168168 Indicates text prompts that appear on the telephone display Example Grour lists Y Indicates a label that appears above the display button You press the button below this label to perform the action Example Press OK CallPilot Mini CallPilot 150 Installation and Maintenance Guide 12 Preface About the buttons on your telephone This guide shows the Business Series Terminal buttons Table 1 shows which buttons to use on the different types of Nortel Networks telephones Table 1 Telephone buttons Button Name 17100 T7208 T7316 RE NE STU M Feature Feature Fx Handsfree ca Handsfree C Handsfes 7 Mute L amp j Handsfree C Handsfee gt Hold s Hold es Volume Control C T U3 m D X Release E Ris e You can enter e Feature or amp jJ and the code to use a feature For example Press 9 8 t to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones can require that you select a line button to answer a call with the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press on the T7100 terminal On T7100 terminals you can answer a second call by pressing Your active call
8. Return to Menu Part No P0990474 03 CallPilot Mini CallPilot 150 Installation and Maintenance Guide RTEL NETWORKS 2 Copyright 2001 Nortel Networks All rights reserved May 17 2002 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc Trademarks NORTEL NETWORKS is a trademark of Nortel Networks All other trademarks and registered trademarks are the property of their respective owners Statement of conditions In the interest of improving internal design operational function and or reliability Nortel Networks NA Inc reserves the right to make changes to the products described in this document without notice Nortel Networks NA Inc does not assume any liability that may occur due to the use or application of the product s or circuit layout s described herein Regulatory Requirements CallPilot Mini CallPilot 150 meets these regulatory requirements e CallPilot 150 CSPR22 Class A CallPilot Mini CSPR22 Class B FCC Regulations This equipment complies with Federal Communications Commission Rules and Regulations Part 68 whe
9. Table 19 Modular ICS 6 port cartridge DNS lisi elsi 83 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 10 P0990474 03 11 Preface The CallPilot Mini CallPilot 150 is a voice messaging product suited for small to medium sized businesses It combines the voicemail and call processing features of a large business system into a compact easy to use system Before you begin This guide is intended for install technicians This guide assumes that you have a working knowledge of the telephone system on which you are installing the CallPilot Mini CallPilot 150 Text conventions This guide uses the following text conventions angle brackets lt gt bold Courier text italic text plain Courier text BJU TIT OJNS Dizrlas font Underlined dizrlas font Indicate that you choose the text to enter based on the description inside the brackets Do not type the brackets when entering the command Example If the command syntax is ping ip address you enter ping 192 32 10 12 Indicates command names and options and text that you need to enter Example Use the dinfo command Example Enter show ip alerts routes Indicates book titles Example CallPilot Manager Set Up and Operation Guide Indicates command syntax and system output for example prompts and system messages Example Set Trap Monitor Filters Indicates the buttons you press on a telephone
10. requirements 22 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 92 Index K KSU compatible Norstar 18 L LAN requirement for 22 Language Configuration Utility 47 Languages changing 47 LEDs 27 error messages 68 Log files 57 Mailbox Keycode 40 42 Mailbox resetting password 51 Memory buttons 83 Programming 83 Meridian 1 ACD Queue 30 compatible version 18 configuring for CallPilot 30 resetting system manager s password 49 Message storage upgrading 60 Modem Access 71 Modem resetting access password 52 N Next hop router 40 41 Norstar directory numbers 83 Norstar Remote Utilities 64 Norstar telephone systems 18 Note symbol 16 Number of rings 42 O Opening the CallPilot 24 Operator resetting password 50 Option 11C Meridian PBX 18 Outdial Method 40 42 P Package check list 21 Passwords resetting 49 resetting administrators 49 resetting mailbox 51 resetting modem access 52 resetting operator s 50 resetting the Call Center administrator 51 PBX compatible Meridian 1 18 PCMCIA slots 19 Pinouts Ethernet crossover cable 38 serial port 36 TCM ports 24 Port A pinout 24 Port B pinout 24 Ports connecting to 24 location 19 TCM pinouts 24 Power connector location 19 Power requirements 20 Power on diagnostics failure 65 Primary DNS 39 41 Primary Language 40 41 Primary UI Style 41 Publications related 12 Q Quick Install Wizard runnin
11. 060 TM 8 701 712 061 072 TM 27 601 648 073 084 TM 6 501 512 085 096 TM 5 401 412 097 108 TM 4 301 312 109 120 TM 3 Programming CallPilot 150 DNs to memory buttons As a troubleshooting aid it is helpful to program the CallPilot 150 DNs to appear on the memory buttons of a Norstar telephone After you have determined the CallPilot 150 DNs program them onto memory buttons with indicators When the CallPilot 150 DNs are programmed to memory buttons it is easy to monitor CallPilot 150 traffic levels and determine if any CallPilot 150 ports are not functioning P0990474 03 85 Glossary Administration The tasks involved in maintaining Mailboxes Greetings Skillsets Agents and System configuration Agent An agent is a person who is assigned to answer calls for one or more Skillsets in a Call Center Alarms Messages sent by CallPilot indicating that something requires the system administrator s attention Alternate language The second language CallPilot can be programmed to operate in Baud rate A unit of measurement of data processing speed It is approximately equivalent to Bits Per Second BPS Typical baud rates are 300 1200 2400 4800 and 9600 Bit An abbreviation for binary digit A bit is the smallest unit of information recognized by the computer A bit has one of two values 0 or 1 to indicate off or on Byte The amount of space required t
12. ACD Queue step 2 Prompt Response Comment REQ CHG TYPE ACD CUST 0 ACDN 5666 Enter the Directory Number for this ACD Queue In the example shown 5666 represents the Directory Number of the ACD Queue MWC YES Note For more information about how to create and modify ACD Queues refer to the documentation that came with your Meridian 1 PBX CallPilot Mini CallPilot 150 Installation and Maintenance Guide 32 Chapter 5 Initializing the CallPilot Mini CallPilot 150 Assigning ACD Agents All of the steps below are performed on the Meridian 1 PBX using a terminal connection 1 Atthe main prompt type LD 11 2 Respond to the prompts according to Table 10 Note For any of the prompts not listed in the table below press the Enter key to accept the default value Table 10 Assigning ACD Agents Prompt Response Comment REQ NEW TYPE 2616 TN 40 Type one of the Terminals Numbers TNs assigned to CallPilot Mini The TN shown 4 0 is an example only DES AGENT1 Type a name for this agent The name shown AGENT1 is an example only CLS FLXA VCE WTA CNDA DNDD KEY 00 ACD 5666 0 5701 Type the ACD Queue number of the ACD Queue assigned to CallPilot Mini In the example shown 5666 is the ACD Queue number Type the Agent Position ID number You can enter any unique ID number In the example shown 5701 is the Agent Position ID numbe
13. Address contact your network administrator The Primary DNS server allows you to use domain names such as www nortelnetworks com instead of IP addresses when accessing a site Note If you do not use DNS leave this box blank CallPilot applications such as Digital Networking can use a DNS server even if you leave this box blank Secondary DNS Enter the IP Address of the Secondary DNS server that CallPilot Mini uses If you do not know the IP Address contact your network administrator CallPilot Mini uses the Secondary DNS server if it cannot contact the Primary DNS server or if the domain name is not listed in the Primary DNS server Note If you do not use DNS leave this box blank CallPilot applications such as Digital Networking can use a DNS server even if you leave this box blank CallPilot Mini CallPilot 150 Installation and Maintenance Guide 40 Chapter 5 Initializing the CallPilot Mini CallPilot 150 Field name Description Default Gateway Enter the IP Address of the default next hop router If you do not know the IP Address contact your network administrator Note If you do not require a next hop router leave this box blank Digits per Extension Select the length of the extension number in digits Attendant DN Enter the directory number of the attendant You can enter a number from 1 to 7 digits long Primary Language Select the default language that is used
14. Jj9 8j6 e p Call Center and Voicemail Transfer to Voicemail Le jio 8j6 e pg Call Center and Voicemail Interrupt Le jJio sji7 e p Call Center and Voicemail Name Dial Le jio sje e p Call Center and Voicemail Record Call Le jejeje Lejg _ Call Center and Voicemail Follow this procedure to determine CallPilot Feature Codes 1 Press e on a two line display telephone 2 Record the Feature Code for the first feature used by CallPilot in Table 15 and on the CallPilot Programming Record or the Call Center Programming Record CallPilot Mini CallPilot 150 Installation and Maintenance Guide 44 Chapter 5 Initializing the CallPilot Mini CallPilot 150 3 Press HEXT to show the next Feature Code used by CallPilot Record this code in Table 15 and on the CallPilot Programming Record or the Call Center Programming Record Repeat step 3 until you reach the final Feature Code Press QUIT to end this session Configuring the CallPilot 150 initial parameters To configure the CallPilot 150 initial parameters 1 Psi 2 RETRY Ook HrFFisoicemail CHHG HEST 4 Bilingual WES HO Primary lana EHG FRE Je Press e 9 8 GJ This is the default System Administration feature code If your system does not use the default feature codes enter the System Administration feature code you determined earli
15. by CallPilot When a message is sent to a Group List all the mailboxes in the list receive the message Hardware The physical components of a CallPilot Mini CallPilot 150 Hz hertz A unit of measure for indicating frequency in cycles per second Initialization The steps required to prepare hardware or software for operation Install To set up for operation Hardware is installed by attaching it to the appropriate connectors or sockets Keycode A keycode is a code that allows you to add features to a CallPilot Mini CallPilot 150 For example the Mailbox Keycode allows you to add more mailboxes to the CallPilot Mini CallPilot 150 A keycode consists of 3 eight digit numbers It is also know as a software authorization code KSU Key Service Unit a Norstar business telephone system Local Area Network LAN A group of computers physically connected in a manner that lets them communicate and interact with each other CallPilot Mini CallPilot 150 Installation and Maintenance Guide 88 Glossary Mailbox A storage place for messages on CallPilot Mbyte The abbreviation for megabyte A megabyte is equal to 1 048 576 bytes Megabyte is also abbreviated as MB Meridian 1 A telephone system to which the CallPilot Mini connects Modem A communications device that allows data to be exchanged between computers over telephone lines The exchange is done by electronic processes called modulation and demodulation The mo
16. for the CallPilot Mini CallPilot 150 Chapter 6 Language Configuration Utility describes how to change the languages available on the CallPilot Mini CallPilot 150 Chapter 7 Password administration describes how to reset the passwords on CallPilot Mini CallPilot 150 Chapter 8 Backing up and restoring CallPilot describes how to back up and restore CallPilot information Chapter 9 Upgrading CallPilot Mini CallPilot 150 describes how to upgrade CallPilot Mini CallPilot 150 Chapter 10 Troubleshooting describes problems error messages and corrective actions Appendix A Modem Access describes how to use a modem to access CallPilot 150 Appendix B Norstar Directory Numbers describes the port numbers and default Directory Numbers DNs on various Norstar systems CallPilot Mini CallPilot 150 Installation and Maintenance Guide 16 Chapter 1 How to use this guide How the instructions are presented The tasks in this book are presented as step by step instructions in the order you must carry them out Warning and caution symbols Sometimes you will see symbols warning you to be careful These symbols include Note alerts you to steps that are complicated or critical gt S Caution alerts you to situations where you may damage the equipment i Warning alerts you to situations where there is the possibility of injuring yourself Before you begin any task read all th
17. for voice prompts text messages and the Auto Attendant You can change the language of individual mailboxes by assigning a different Class of Service to those mailboxes Country Select the country in which the CallPilot Mini is installed The country you select determines several country specific settings such as the telephone number length mailbox login sequence and Call ProgressTone Detection You must select the country that the CallPilot Mini is in to ensure proper operation The default country is North America Companding Type Select the companding law that is used by your Meridian 1 switch and the public switched telephone network You can select A Law or M Law Mailbox Keycode If you have purchased additional mailboxes for CallPilot enter the keycode you received with your mailbox package If you have not purchased additional mailboxes leave these boxes empty Use these boxes only for the keycode for additional mailboxes Do not enter the keycode that enables the basic voicemail application From Extension Enter the extension number of the first telephone in a range of telephones you want to create a mailbox for A mailbox is created for this telephone and for all of the telephones up to the extension number you enter in the To Extension box The mailboxes are named according the set name of the telephone and assigned Class of Service 1 To Extension Enter the extension number of the l
18. password is C OJN F G 2 6 6 6 4 4 For more information about the Installer password refer to the Norstar Installer Guide that came with your KSU Access denied appears if you cannot use external feature inquiry from your telephone In use appears if someone else is using external feature inquiry or an external feature is requesting an external feature access code Press First The first feature code appears Press TEST Note xx is the Feature Code and xxxxxxxx is a number assigned to the Feature Code Press REMOVE to remove the unused code Note If F2Xx Active appears the code is still being used by a Norstar peripheral Press OK Press HEXT to show the next Feature Code Repeat steps 5 to 7 until you have tested all of the Feature Codes Note If Hone Registered appears all of the Feature Codes have been tested and removed The External Feature Inquiry utility exits Press v to exit external feature inquiry 10 Plug the power back into the CallPilot 150 CallPilot 150 does not reboot following STARTUP Note Do not use this procedure if you are troubleshooting a CallPilot Mini The CallPilot Mini does not support Feature Codes Following a STARTUP of the KSU you must manually reboot and reset CallPilot 150 For information about resetting CallPilot refer to the CallPilot Manager Set Up and Operation Guide or the CallP
19. screen appears CallPilot Mini CallPilot 150 Installation and Maintenance Guide 48 Chapter 6 Language Configuration Utility 15 Check the information that appears on this screen If the information is correct click the Finish button If the information is not correct click the Back button and correct the information before proceeding A dialog box appears when the language change is completed 16 Click the OK button 17 If you want to change the second language repeat steps 4 to 16 for the second language 18 Reboot the CallPilot Mini CallPilot 150 by removing the power cable from the CallPilot Mini CallPilot 150 waiting 30 seconds and then reconnecting the power cable P0990474 03 49 Chapter 7 Password administration Resetting passwords This section identifies each type of CallPilot password and how to reset it if the owner forgets it Resetting the system administrator password This is the password the system administrator uses to reach the administrative functions including resetting other passwords The default is 0000 The system makes the users reset their passwords the first time they access their mailboxes through the telephone interface Resetting the password using a telephone CallPilot Mini amp CallPilot 150 Use this procedure to reset the system administrator password 1 Dial in to CallPilot system 2 Askthe CallPilot Attendant to transfer you or use the Automated Attendant to transf
20. the CallPilot Mini CallPilot 150 Changing the languages available To change the available languages b amp b OO N 2a Cc 11 12 13 14 Load the CallPilot CD in the CD ROM drive of your computer Open the CD folder and open the Optional Software folder Open the Language Utility folder Double click the CallPilotLangConfig exe file The CallPilot Language Configuration screen appears Select the Server name option or the Server IP Address option If you selected the Server name option enter the fully qualified domain name for the CallPilot Mini CallPilot 150 If you selected the Server IP Address option enter the IP address of the CallPilot Mini CallPilot 150 in standard dotted format Click the Next button The Language Configuration Utility attempts to connect to the CallPilot Mini CallPilot 150 If the connection is successful the Language Selection options appear Click the Specify the language to remove drop list The two languages available on the CallPilot Mini CallPilot 150 appear Click the language you want to remove Click the Specify the language to install drop list The languages available to install appear Click the new language you want to install on the CallPilot Mini CallPilot 150 Click the Browse button The Save As dialog box appears Move to the location where the language you want to install is located and click on the language file Click the Save button The Summary information
21. the IP address of CallPilot system but change the last set of digits to a different number For example if the CallPilot IP address is 792 166 0 1 enter 192 168 0 10 Note The IP address you enter here is used to identify your computer during the modem connection It does not affect the LAN configuration of your computer Click the OK button Click the Next button Leave the user name as Administrator and leave the password box blank Click the Next button Enter a name for this connection Click the Finish button CallPilot Mini CallPilot 150 Installation and Maintenance Guide 76 Modem Access Configuring the Dial Up Networking TCP IP parameters on Windows 2000 1 oN Oo OC 11 12 13 14 15 16 17 18 19 20 21 22 Right click on the Dial Up Networking connection you created for CallPilot and then click Properties Click the Configure button Select the Enable hardware flow control option Clear the following options Enable modem error control Enable modem compression Show Terminal window Run script options Click the OK button Click the Security tab Select the Advanced custom settings option Click the Settings button Select the Allow these protocols option Select the Unencrypted password PAP option and clear the other options Click the OK button Click the Networking tab In the Type of dial up server I am calling drop list click PPP Windows 95 98 NT4 2000 Interne
22. these features you must install the CallPilot Backup and Restore Utility on your computer Note You must have Windows 95 or later installed on your computer to run the CallPilot Backup and Restore Utility Installing the CallPilot Backup and Restore Utility To install the CallPilot Backup and Restore Utility Load the CallPilot CD in the CD ROM drive of your computer Open the CD folder and open the Optional Software folder Open the BRU Utility folder Copy the file CallPilotBRU exe to a folder on your computer a A Q N Remove the CallPilot CD from your computer Backing up the CallPilot information Backing up the CallPilot information is a method of protecting your CallPilot programming voice messages and greetings When you back up CallPilot you make a copy the CallPilot information and store it in a directory on your computer If your CallPilot Mini CallPilot 150 must be replaced or loses its programming you can restore this back up information to your CallPilot Mini CallPilot 150 Note Nortel Networks recommends that you perform a back up after you have completed your initial programming We also recommend that you back up on a regular basis to save new programming greetings and voice messages You must install the CallPilot Backup and Restore Utility on the computer you are using to back up the CallPilot information CallPilot Mini CallPilot 150 Installation and Maintenance Guide 54 Chapter 8 Ba
23. up connections and would prefer to edit the properties directly option The Edit Phonebook Entry dialog box appears Refer to Configuring the Dial Up Networking TCP IP parameters on Windows NT 4 0 for information about this dialog box CallPilot Mini CallPilot 150 Installation and Maintenance Guide 74 Modem Access Configuring the Dial Up Networking TCP IP parameters on Windows NT 4 0 1 2 3 4 c 10 11 12 13 14 15 16 Click the Configure button Click the Initial speed drop list and then click 115200 Select the Enable hardware flow control option Clear the following options Enable modem error control Enable modem compression Click the OK button Click the Server tab Click the Dial Up server type drop list and then click the PPP Internet Windows 95 98 NTA option Select the following options TCP IP Enable software compression Enable PPP LPC extensions Click the TCP IP Settings button Select the Use the following IP address option Enter the IP address of CallPilot system but change the last set of digits to a different number For example if the CallPilot IP address is 792 166 0 1 enter 192 168 0 10 Note The IP address you enter here is used to identify your computer during the modem connection It does not affect the LAN configuration of your computer Clear the following options Use IP header compression Use default gateway on remote network Click the OK button
24. 150 Installation and Maintenance Guide 78 Modem Access Enabling the modem on the CallPilot Mini CallPilot 150 You must enable the CallPilot modem before you access the system using the modem Enabling Modem access using CallPilot Manager Log on to CallPilot Manager Click the Configuration heading Click the Access Passwords link Enter a password in the Modem Access box Enter the password again in the Confirmation box Click the Submit button oa A WN Note To disable Modem access clear the Modem Access and Confirmation boxes and then click the Submit button Enabling Modem access using a telephone CallPilot 150 only Follow this procedure to enable the Modem access password using a telephone 1 Press 2 Loa 2 Enter the system administration mailbox number and QUIT RETRY OK J password Admir 3 Press f4 MEO AA OTHR Woice Mail 4 Press MEST CHHG HEST jJ Dir avail 5 Press HET CHHG HEST jJ MatchiLastname 6 Press Ok CHHG OK Jj Modem access tH 7 Press CHHG CHMG DK J Pzud 8 Enter the new Modem access password and press Ok RETRY ok Note If you do not enter a password Modem access is disabled Again 9 Re enter the new Modem access password and press OK RETRY OK 10 Press P0990474 03 Modem Access 79 Changing the modem access password using a telephone CallPilot 150 only Follow this procedu
25. 30 Chapter 5 Initializing the CallPilot Mini CallPilot 150 Configuring the Meridian 1 PBX to work with CallPilot Mini The Meridian 1 PBX uses an ACD Queue to route calls to the CallPilot Mini An ACD Queue is a feature that distributes calls to available ACD Agents For the ACD Queue used with CallPilot Mini the Directory Number DN of the ACD Queue is the Voicemail DN and the CallPilot Mini ports are the ACD Agents When a user dials the Voicemail DN the ACD Queue routes the call to the an available CallPilot Mini port To add an ACD Queue 1 Determine the Terminal Numbers TN used to connect to the CallPilot Mini You can have a maximum of eight TNs used for the CallPilot Mini Note Four of the TNs represent the physical lines that are connected to the CallPilot Mini The other four TNs are the data channels of the upper TNs TNs 16 32 that correspond the lower TNs TNs 0 15 assigned to the CallPilot Mini For example if you assign TN 4 0 TN 4 3 TN 45 TN 4 9 to the lines connected to the CallPilot Mini then you must also assign TN 4 16 TN 4 19 TN 421 and TN 4 25 to CallPilot Mini 2 Create an ACD Queue for the CallPilot Mini Alternately you can use the pre assigned Meridian Mail ACD Queue If you to use the Meridian Mail ACD Queue delete any default ACD Agents assigned to the ACD Queue For information about how to create an ACD Queue refer to Creating an ACD Queue on page 30 Assign the Terminal N
26. C Kit to the CallPilot Mini cables 0 26 Ethernet crossover cable CallPilot Mini CallPilot 150 Installation and Maintenance Guide P0990474 03 Tables Table 1 Telephone DEBE Lupe bon edo tudes buds ad Beides d 12 Table 2 Lal Pllo MAWES aea qc ace Re RU Edo SEES eset dededaereoedet 17 Table 3 Compatible Meridian 1 systems llle eee eee 18 Table 4 Compatible Norstar KSU systems 0000 0 cee eee eee 18 Table 5 Port A and Port B PINGUIS 220 c00er cere ante mex yeh y RR ds 24 Table 6 LEDS duino Star IB sis 4245 282d wt RA Redon EG KA SEE OREN TRA EOS 27 Table 7 LEDS duning gOBESUOE ss uisa x n ieee wees eee arai e Em c RR 27 Table 8 Creating an ACD Queue step 1 0000 eee 31 Table 9 Creating an ACD Queue step 2 2 2 2 ee 31 Table 10 Assigning ACD Agents ss ie uxa ka EX CORRCRORACACRORQCACACRCRCRC AR RRO 32 Table 11 Assigning ACD Agents 06000 cece 33 Table 12 CallPilot Mini CallPilot 150 serial port pinout 36 Table 13 Quick Install Wizard parameters for a CallPilot Mini 39 Table 14 Quick Install Wizard parameters for a CallPilot 150 41 Table 15 Assigned Feature Codes lll eee 43 Table 16 Maximum disk space required to backup CallPilot Mini CallPilot 150 54 Table 17 Non expanded Modular ICS DNs nananana anaana 83 Table 18 Modular ICS 2 port cartridge DNS liliis esses 83
27. CallPilot Manager If LED does not turn on refer to LED 6 does not turn on after CallPilot Mini CallPilot 150 has finished starting up on page 69 Make sure that the IP address subnet mask and default gateway settings are correct Make sure another device is not using the CallPilot Mini CallPilot 150 IP address To test this disconnect the CallPilot Mini CallPilot 150 from the network and use a computer on the network to ping the CallPilot Mini CallPilot 150 IP address If another device answers the ping the CallPilot Mini CallPilot 150 IP address is being used by another device CallPilot Mini CallPilot 150 fails during a start up If the CallPilot Mini CallPilot 150 fails during a start up do the following A oO N 2a Remove power from the CallPilot Mini CallPilot 150 Check that the Software Cartridge is properly seated in the Compact Flash Adapter Check that the Compact Flash Adapter is properly seated in the CallPilot Mini CallPilot 150 Restore power to the CallPilot Mini CallPilot 150 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 66 Chapter 10 Troubleshooting General Delivery Mailbox greeting plays when you dial the Voicemail DN on CallPilot Mini You must reboot the CallPilot Mini after using the Quick Install Wizard This ensure the CallPilot Mini is using the correct Voicemail DN All of the mailboxes disappear after a software upgrade If the upgrade cartridge is inserted in the botto
28. EL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support CTAS Telephone 00800 800 89009 or 33 4 9296 1341 Fax 33 49296 1598 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 14 Preface email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support CTAS Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support CTAS Telephone 61 388664627 Fax 61 388664644 email asia support nortelnetworks com P0990474 03 15 Chapter 1 How to use this guide This guide explains e what CallPilot Mini CallPilot 150 is how to install CallPilot Mini CallPilot 150 e how to initialize CallPilot Mini CallPilot 150 how to troubleshoot CallPilot Mini CallPilot 150 How to use this guide Chapter 1 How to use this guide explains the contents of this guide and the conventions it uses Chapter 2 System overview provides a functional overview of the CallPilot Mini CallPilot 150 Chapter 3 Preparing to install the CallPilot Mini CallPilot 150 describes what is required before you install the CallPilot Mini CallPilot 150 Chapter 4 Installing CallPilot Mini CallPilot 150 describes how to install the CallPilot Mini CallPilot 150 Chapter 5 Initializing the CallPilot Mini CallPilot 150 describes how to program the initial parameters
29. ENT LL coca d puce a been hee Gees ee iode Rea eee douce dedere Sica ies 11 I gen E LLLMITET 11 About the buttons am your telephone 2cacccesscceaadedaees E RR ERR e 12 Fosse DUDNC UD dag e OPER rie m XU ara eco ar e plor aod adm wa MR AO T 12 Howe Det Help aides hou amex bedPpe Hen PRG UR IER E d ccdgxddecedeus 13 USA AN TS MP REA PM E CH 13 Authorized Distributors ITAS Technical Support 0000 eee eee 13 Presales Support CSAM iios date ckpriwee dr e dun Runs dec eR RR E Red Rm d 13 EMEA Europe Middle East Africa auae ea R d dae ed ee xx e dee n 18 Techical SUPE D DAS s dakas ds S Qixado dd 3 OR Id db o EORR ER AER 18 CALA Caribbean amp Latin America sssos ui n her EE ERR 14 Technical Support CTAS oors eet inso wes Kees aaa Ox OR weed ees daban 14 Cu ERI Lal p MC 14 Technical Suppoit TAS Li cseu cena REX ERR RRRECRGK RR REEF RRRRAG E eed eee 14 Chapter 1 How to use this guide lsuccauci sna aan Peau uA a RR RAE Ene 15 How to use this guide iuuuos sese uere Geer eee Reepce Rh esae Xem SUR doe Sox Re RES 15 How the instructions are presented 000 eee eee 16 Warming Ane caulon SymMDOR mL mST 16 Chapter 2 Suslen OVOLIVIEW occ at ceesi cdcseseesessdoceimesdestbsetseseeeeenues 17 About CallPilot Mini CallPilot 150 2 cccveateceaceesesesOaeee seo edbsedeeeees cas 17 Cool POE Min GUIS 622d etacs OGSetoces caGeeads bo deeb eRe cia i E ebooks 17 GallPllpt TSD ONSIS Locus beeen t
30. Mini CallPilot 150 Installation and Maintenance Guide 52 Chapter 7 Password administration 5 Enter the password again in the Confirmation box 6 Click the Submit button Resetting the Modem access password This password is used to access CallPilot over a dialup connection Log on to CallPilot Manager Click the Configuration heading Click the Access Passwords link Enter a new password into the Modem Access box Enter the password again in the Confirmation box Click the Submit button oa 5 WN Resetting the Modem access password using a telephone CallPilot 150 only Follow this procedure to reset the Modem access password using a telephone 1 Press JBJB Log 2 Enter the system administration mailbox number and QUIT RETRY OK J password Admin 3 Press 4 MBOX AA OTHE Jj Uoice Mail 4 Press HEST CHHG HEXT J Dir avail 5 Press HEST CHHG HEXT jJ MatchiLastname 6 Press k CHHG OK XJ Modem access 7 Press CHHG CHHG OK Modem access H 8 Press CHHG CHHG OK Psu 9 Enter the new Modem access password and press DK RETRY ok Again 10 Re enter the new Modem access password and press Ok RETRY ok 11 Press J P0990474 03 53 Chapter 8 Backing up and restoring CallPilot Using the CallPilot tools you can e back up CallPilot information e restore CallPilot information retrieve the CallPilot log files To use
31. address using a terminal connected to the CallPilot Mini CallPilot 150 serial port or through a temporary Ethernet connection using an Ethernet crossover cable to a stand alone computer or laptop Detailed instructions for setting the IP address and accessing CallPilot Manager are provided in Initializing the CallPilot Mini CallPilot 150 on page 29 DNS server Your LAN does not require a DNS server for CallPilot Mini CallPilot 150 to operate However a DNS server provides an easier interface to accessing the CallPilot Manager URL by providing a language based name such as CallPilot01 After this name is added to the DNS server as an alias for the system IP address users can start CallPilot Manager by entering this name P0990474 03 23 Chapter 4 Installing CallPilot Mini CallPilot 150 This chapter describes installing the CallPilot Mini CallPilot 150 on a wall and powering it up Wall mounting the CallPilot Mini CallPilot 150 Follow this procedure to mount the CallPilot Mini CallPilot 150 on a wall 1 Attach the wall mount bracket to a secure surface by the two inner holes Use anchors as necessary 2 Slip the slot on the back near the top of the CallPilot Mini CallPilot 150 onto the bracket 3 Secure the CallPilot Mini CallPilot 150 using a screw in the lower screw hole Figure 2 Mounting the CallPilot Mini CallPilot 150 inii wall mount bracket CallPilot Mi
32. allPilot Mini cables The EMC Kit must be fully closed and attached at the point where the cables exit the CallPilot Mini Figure 4 shows the EMC Kit and where it is attached Note The EMC Kit must be around the power Ethernet and two TCM cables in order to achieve Class B Homologations If you use cables other than the ones supplied with the CallPilot Mini make sure all four cables fit inside the EMC Kit and the EMC Kit can be fully closed 7 Close the lid P0990474 03 Chapter 4 Installing CallPilot Mini CallPilot 150 25 Figure 3 CallPilot Mini CallPilot 150 connections Cable trough Power 9V DC Port ATCM 1 3 Port B TCM 2 4 Ethernet port Status indicator lights CallPilot Mini CallPilot 150 Installation and Maintenance Guide 26 Chapter 4 Installing CallPilot Mini CallPilot 150 Figure 4 Connecting the EMC Kit to the CallPilot Mini cables P0990474 03 Chapter 4 Installing CallPilot Mini CallPilot 150 27 CallPilot Mini CallPilot 150 LEDs When the CallPilot Mini CallPilot 150 starts up the LEDs change to indicate where the CallPilot Mini CallPilot 150 is in the start up process Table 6 shows the order in which the LEDs change and describes what each state indicates Table 6 LEDs during startup LEDs Description Indicates 01 02 O 3 and O 4 turn on Power is connected to the CallPilo
33. allation and Maintenance Guide 82 Modem Access Accessing the CallPilot system using CallPilot Manager 1 Start your web browser 2 Inthe URL field enter http 192 168 0 2 Note The IP address above is an example only The IP address you enter is the IP address of the CallPilot system plus one In the example above the IP address shown is the default CallPilot IP address 192 168 0 1 plus one 192 168 0 2 3 Logon to CallPilot Manager When you are finished with the CallPilot system end your connection to the CallPilot modem Note After you are finished accessing the CallPilot system you must reconfigure your modem if you want to use it for normal modem connections Configuring your modem for normal modem connections To configure your modem for normal connections 1 Openthe folder that contains the Nortel Networks Modem Configuration Utility CPsecureModem exe 2 Double click CPsecureModem exe The Modem Configuration Utility opens Select the Configure Modem for Normal Operation option Click the OK button The Configuration Complete dialog box appears Click the OK button If you are using Windows NT 4 0 restart your computer After your computer finishes restarting the modem is ready for normal modem connections P0990474 03 83 Appendix B Norstar Directory Numbers Norstar is a digital system capable of carrying two simultaneous voice conversations over a single st
34. and voice messages from a previous back up Note You must have a back up of the CallPilot information stored on your computer to perform a restore You must install the CallPilot Backup and Restore Utility on the computer you are using to restore the CallPilot information Caution Do not use CallPilot Manager to perform any administrative tasks while a restore is in progress If you use CallPilot Manager to make a change during a restore the CallPilot Mini CallPilot 150 can become corrupted and inoperable To help prevent other people from making changes during a restore inform anyone with administrative privileges that you are doing a restore and that they should not access CallPilot Manager until the restore is completed Note Check the Country and Language settings on the CallPilot Mini CallPilot 150 before starting the Restore The Country and Language settings must be the same as the backup CallPilot information you are restoring If the Country setting is different than the backup use CallPilot Manager to change the language to match the backup CallPilot information For information about how to change the Country settings refer to the CallPilot Manager Set Up and Operation Guide If the Language settings are different than the backup use the Language Configuration Utility to change the languages to match the backup CallPilot information For information about how to use the Language Configuration Utility re
35. ast telephone in a range of telephones you want to create a mailbox for The extension number you enter in this box must be the same or higher than the extension number you enter in the From Extension box Outdial Method Select the outdial method you want to assign to the mailboxes created using the From Extension and To Extension boxes You can choose None Line Pool or Route If you select None no outdial method is assigned to the mailboxes If you select Route a route is assigned as the Outdial Method for the mailboxes P0990474 03 Chapter 5 Initializing the CallPilot Mini CallPilot 150 41 Table 14 Quick Install Wizard parameters for a CallPilot 150 Field name Description IP Address Enter the IP Address for the CallPilot 150 If you do not know the IP Address contact your network administrator This is the IP Address you will use to access the CallPilot 150 using CallPilot Manager Changes to the IP Address take effect when you reboot the CallPilot 150 If this is a re install the IP Address shows the current settings not the factory default Subnet Mask Enter the Subnet Mask for the CallPilot 150 If you do not know the Subnet Mask contact your network administrator Changes to the Subnet Mask take effect when you reboot the CallPilot 150 If this is a re install the Subnet Mask shows the current settings not the factory default Primary DNS Enter the IP Address of the Pri
36. ation port These two voice channels are referred to as the B1 and B2 channels There are times when you will want to monitor each of the B1 and B2 channels that CallPilot 150 uses You can do this by programming a Norstar telephone with Autodial keys for the B1 and B2 extension numbers The following charts can be used to determine the default B1 and B2 Directory Numbers DN of the Norstar Compact and Modular systems Table 17 Non expanded Modular ICS DNs Station ports B1 DNs B2 DNs Module number 101 132 21 52 53 84 KSU 1 201 248 001 048 KSU 2 Table 18 Modular ICS 2 port cartridge DNs Station ports B1 DNs B2 DNs Module number 101 132 221 252 285 316 KSU 1 301 316 253 268 317 332 TM 3 401 416 269 284 333 348 TM 4 201 248 001 048 KSU 2 401 412 049 060 TM 4 301 312 061 072 TM 3 Table 19 Modular ICS 6 port cartridge DNs Station ports B1 DNs B2 DNs Module number 101 132 221 252 349 380 KSU 1 301 316 253 268 381 396 TM 3 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 84 Norstar Directory Numbers 401 416 269 284 397 412 TM 4 501 516 285 300 413 428 TM 5 601 616 301 316 429 444 TM 6 701 716 317 332 445 460 TM 7 801 816 333 348 461 476 TM 8 201 248 001 048 KSU 2 801 812 049
37. ation sections are removed from the Quick Install Wizard screen Attendant DN Enter the extension number of the CallPilot attendant Primary UI Style Select the user interface style assigned to the mailboxes You can select NVM or CallPilot If you select NVM the mailbox user interface operates like Norstar Voice Mail and FlashTalk Users will hear Norstar Voice Mail voice prompts and see Norstar Voice Mail text prompts If you select CallPilot the mailbox user interface operates like Meridian 1 CallPilot Users will hear CallPilot voice prompts and see text prompts for CallPilot You can change the UI style of individual mailboxes by assigning a different Class of Service to those mailboxes Primary Language Select the default language that is used for voice prompts text messages the Auto Attendant and Feature 983 administration You can change the language of individual mailboxes by assigning a different Class of Service to those mailboxes CallPilot Mini CallPilot 150 Installation and Maintenance Guide 42 Chapter 5 Initializing the CallPilot Mini CallPilot 150 Field name Description Country Select the country in which the CallPilot 150 is installed The country you select determines several country specific settings such as the telephone number length mailbox login sequence and Call ProgressTone Detection You must select the country that the CallPilot 150 is in to ensure prope
38. cking up and restoring CallPilot Before you backup the CallPilot information make sure you have enough disk space available on the disk you are using to store the backup information Table 16 shows the maximum amount of disk space required for each backup Table 16 Maximum disk space required to backup CallPilot Mini CallPilot 150 Type of CallPilot system Maximum disk space required CallPilot Mini CallPilot 150 85 MB CallPilot Mini CallPilot 150 with 180 MB optional message storage upgrade Caution Do not use CallPilot Manager to perform any administrative tasks while a backup is in progress If you use CallPilot Manager to make a change during a backup the CallPilot Mini CallPilot 150 can become corrupted and inoperable To help prevent other people from making changes during a backup inform anyone with administrative privileges that you are doing a backup and that they should not access CallPilot Manager until the backup is completed To back up the CallPilot information a fF OND Start your web browser Log on to CallPilot Manager Click the Operations heading Click the Backup Restore link Click the Proceed button Note When you click the Proceed button to start a back up the CallPilot Mini CallPilot 150 shuts down and drops all of the users accessing CallPilot This includes users accessing their mailboxes callers leaving a message and callers waiting in Call Center Skillset
39. ct the Reset Operator Password check box Click the Submit button The password resets to 67372867 operator Resetting the password using a telephone Use this procedure to reset the operator password using a telephone with CallPilot User Interface 1 2 Dial in to CallPilot system Ask the CallPilot Attendant to transfer you or use the Automated Attendant to transfer yourself to the General Delivery Mailbox Log on to the General Delivery Mailbox using the general delivery mailbox number and password Enter the telephone number of the modem on the support computer Press 8 0 BJ Press 7 3 ZJB 8 6 J 7 8JUv 7 7 9 B J RESETOPERPSWD B Note You must be using the CallPilot User Interface to reset the password using 0J8 reset the password If you are using the Norstar Voice Mail User Interface use 9 8 5 to Use this procedure to reset the operator password using a telephone with a Norstar Voice Mail User Interface SeLiuxxxx HEXT J Pa Psd RETRY OF A YES Reset Password HO re Press J9 8 6 Press 7 Press 7 3 ZJ 3 B 6 ZJ 3 7 7 7 eJ 3 RESETOPERPSWD and press Ok or Choose E5 or ge
40. dem changes modulates the data into tones to send to another modem and also converts demodulates tones when receiving from another modem Norstar A telephone system to which the CallPilot 150 connects Option A CallPilot choice that is given to a user through voice or display prompts PBX Private Branch Exchange a Meridian 1 business telephone system PCMCIA Personal Computer Memory Card International Association A PCMCIA card stores the CallPilot software Password A four to eight digit number that is entered using the dialpad A password is used to open mailboxes or perform configuration tasks Port A connector on the CallPilot Mini CallPilot 150 that allows data exchange with other devices such as an RS 232 terminal A port is also a connection to the Norstar KSU or Meridian 1 PBX See TCM port Power cable A cable that connects the CallPilot Mini CallPilot 150 to a power source RAM Random Access Memory Computer memory that stores data temporarily RAM stores the data used by the microprocessor as it executes instructions The contents of RAM are erased each time the CallPilot Mini CallPilot 150 is turned off or restarted P0990474 03 Glossary 89 RS 232 terminal A device with a display such as a computer or a laptop that you can connect to the serial port of the CallPilot Mini CallPilot 150 Serial cable A cable that transfers data one bit at a time This cable connects the CallPilot Mi
41. e CallPilot Mini CallPilot 150 Installation and Maintenance Guide 18 Chapter 2 System overview Compatibility Meridian 1 systems compatible with CallPilot Mini The CallPilot Mini can connect to these Meridian 1 telephone systems Table 3 Compatible Meridian 1 systems Meridian 1 system Compatible software version Option 11C X11 release 22 or higher Option 11C Mini X11 release 22 or higher Norstar systems compatible with CallPilot 150 The CallPilot 150 can connect to these Norstar telephone systems Table 4 Compatible Norstar KSU systems Norstar system Compatible software version Modular ICS 4 1 or higher Compact ICS 4 1 or higher Note CallPilot 150 does not work with Centrex KSUs To use the Call Center feature your KSU must have software release DR6 or higher and support Disconnect Supervision Hardware overview The CallPilot Mini CallPilot 150 is a compact device that you can mount on a desk or on the wall Figure 1 points out the various parts of the CallPilot hardware Data connectors The CallPilot Mini CallPilot 150 has the following connections e one RJ 45 jack for a 10 100 Mbps Ethernet connection to a local network one RS 232 port for connecting a terminal which provides alternative access two RJ 11 jacks labeled Port A and Port B for connections to a Norstar KSU or Meridian 1 PBX Each RJ 11 jack can support two TCM connections Each TCM c
42. e Server Type tab P0990474 03 Modem Access 73 10 11 12 In the Advanced options box select the Log on to network option In the Advanced options box clear the following options Enable software compression Require encrypted password Require data encryption Record a log file for this connection In the Allowed network protocols box select the TCP IP option In the Allowed network protocols box clear the following options NetBEUI IPX SPC Compatible Click the TCP IP Settings button Select the Specify an IP address option In the IP address box enter the IP address of CallPilot system but change the last set of digits to a different number For example if the CallPilot IP address is 792 168 0 1 enter 192 168 0 10 Note The IP address you enter here is used to identify your computer during the modem connection It does not affect the LAN configuration of your computer Clear the following options Use IP header compression Use default gateway on remote network Click the OK button Click the OK button Creating a Dial Up Networking connection on Windows NT 4 0 1 o0 5 Oo Click the Start button and then click Programs Click Accessories and then click Dial Up Networking The Dial Up Networking dialog box appears Click the More button and then click Operator assisted or manual dialing Click the New button Enter a name for the CallPilot connection Select the I know all about dial
43. e eject button on the top PCMCIA slot to remove the upgrade cartridge Note When removing the upgrade cartridge be careful not to dislodge the feature cartridge in the bottom slot If the feature cartridge becomes dislodged ensure it is fully inserted before you restore power 10 Restore power to the CallPilot Mini CallPilot 150 The CallPilot Mini CallPilot 150 will reboot At this point it begins any necessary conversions 11 If necessary you can restore your CallPilot information For information about how to restore the CallPilot information refer to Restoring the CallPilot information on page 55 Upgrading the message storage Message storage is the amount of memory available on your CallPilot system to store greetings and voice mail messages You can upgrade the message storage on your CallPilot Mini CallPilot 150 from 24 hours to 60 hours To upgrade the message storage you replace the existing feature cartridge with the expanded memory feature cartridge Contact your Nortel Networks sales representative for information on how to obtain an expanded memory feature cartridge To upgrade the message storage 1 Backup your CallPilot information For information about how to backup CallPilot refer to Backing up the CallPilot information on page 53 Put on an anti static strap and connect it to a grounded metal object Unplug the power connector from the CallPilot Mini CallPilot 150 Press the eject button on the bott
44. e steps including Notes Cautions and Warnings P0990474 03 17 Chapter 2 System overview About CallPilot Mini CallPilot 150 The CallPilot Mini CallPilot 150 is a voice messaging product suited for small to medium sized businesses It combines the voicemail and call processing features of a large business system into a compact easy to use system CallPilot Mini offers connection to a compatible Meridian 1 telephone system e voicemail with a CallPilot interface e up to eight voice channels CallPilot 150 offers connection to a compatible Norstar telephone system e voicemail with a choice of a CallPilot or Norstar Voice Mail interface e up to eight voice channels e Call Center functionality Features of CallPilot Table2 CallPilot features Feature CallPilot 150 CallPilot Mini Number of voice channels 8 8 Storage hours 24 59 Additional storage Yes to 59 hours Yes to 82 hours Maximum number of subscriber mailboxes 200 200 Basic voicemail Included Included Outbound transfer Included Included Call recording call interrupt Included Not available Auto Attendant and Custom Call Routing CCR Included Included Networking digital AMIS Optional Optional Unified Messaging Optional Optional Basic Call Center Optional Not available Call Center Reporting Optional Not available Maximum Skillsets 2 Not available Maximum active agents 10 Not availabl
45. e three buttons that appear on a Norstar two line display When pressed these buttons select the specified CallPilot option Display Options The choices available to a user that appear on the Norstar two line display Options appearing on the display can be selected using the display or dialpad buttons DN Directory Number DTMF Dual Tone Multi Frequency The sounds the telephone keys make to identify themselves Ethernet A widely used Local Area Network LAN protocol that uses coaxial cable or twisted pair wiring for connecting computers Feature cartridge A device inserted into the CallPilot Mini CallPilot 150 that contains the initial software load or an upgrade P0990474 03 Glossary 87 Feature Code A unique three digit code that is used to access CallPilot features and options from a telephone Flash Memory Memory that stores data even when CallPilot Mini CallPilot 150 is restarted or disconnected from the power supply Flash memory contains instructions that CallPilot Mini CallPilot 150 needs to operate The instructions stored in flash memory cannot be changed and are used by the CallPilot Mini CallPilot 150 each time it is turned on or restarted General Delivery Mailbox One of the two Special Mailboxes This mailbox collects messages for individuals in a company who have not been assigned a Personal Mailbox Group list A collection of mailbox numbers that are assigned a special Group number
46. ee ee sU EIOS qase dex d wea E dq ei ka bee 17 PERN CPGE 1i ac oed ved Sol ace Road apte ORE dup iode edibus deii cs dis aged 17 COMPAD xuuaugacxonspeP IZepSQesea eQnprQqXsedxeeqpa aper rmeddddqePpdxded dde 18 Meridian 1 systems compatible with CallPilot Mini llle 18 Norstar systems compatible with CallPilot 150 0 0 0 0 0 cee eee 18 Hardware OVOIVIGW 22 cecei su ses eX eee Hed eR Ree Re Ree eee CR os 18 Walt Co S ud s do eae Hates ad Hod qq adul eee ee RR R 18 POMCIA CIOS sucdetspedaerdonqepedses eA qm XR RE dq dad uEud dd dd meee 19 Burn OUT 19 Voice message Strage eade od anak ee bus dark S Udon Gracie S AA eae dedu ia 20 xl TOP nr EDITT 20 CallPilot Mini CallPilot 150 Installation and Maintenance Guide Chapter 3 Preparing to install the CallPilot Mini CallPilot 150 21 Eno mbil s cscoxecuopqUpes ier RAD PS qq s embed qu xxbaca dde ado dH ms 21 Electrical SBIWIBE s aert so seh 5 e545 E ER REGN RERDE EE Y RERRCYRPYAREN EES ORES S 21 EIOS ERI 22r sages ds atio ded dio pad cy da nh pene bed up an nae ideas epee 21 Managing thie CallPllnt system Luciae use ree EE carines E YA KR dae heed qe Ea 22 Punning Without s LAM uui de X6 dee ERG do X or Ob EO Ge dao oi oe ea 22 Bic aste RC tcr TMMT 22 DNS SENEI E IETTRTM 22 Chapter 4 Installing CallPilot Mini CallPilot 150 0 0 0 cece eee eee 23 Wall mounting the CallPilot Mini CallPilot 150 0 002 c eee ee 23 Connecting the CallPil
47. er Enter 2 6 6 B 4 4 CONFIG and press Ok Press CHHG to toggle the settings between voicemail or CallCenter If you choose voicemail the voicemail application and 20 mailboxes are enabled If you choose CallCenter the Call Center software and 10 agents are enabled Press HET Press if you want the display and voice prompts to be available in two languages Press H if you want the display and voice prompts to be available in one language When you choose H No for the Bilingual option step 6 is not required and the system automatically goes to step 7 Press the button for the language you want as the Primary Language P0990474 03 Chapter 5 Initializing the CallPilot Mini CallPilot 150 45 Grour liste Y CHHG Ta Leading digit 9 CHHG HEST CallPilot UI CHHG mA Primara LIUM CHHG m System config RETR IR na Conf igsurina System ready Exit 10 12 13 14 15 Press CHNG to toggle the settings between for Yes or H for No Press HET When you choose H No for the enable Group List option steps 9 and 10 are not required and the system automatically goes to step 11 Press CHNG to enter a new Group List leading digit The Group List leading digit can be any number from 0 to 9 Special Mailbox numbers automatically begin with 1 so if you select a Group List leading digit o
48. er yourself to the General Delivery Mailbox 3 Logon to the General Delivery Mailbox using the general delivery mailbox number and password Enter the telephone number of the modem on the support computer Press 8 0 8 Press 7 6 0 8 8 7 6 0 7 0 8 RESETSMPSWD Note On the CallPilot 150 you must be using the CallPilot User Interface to reset the password using 8 0 8 If you are using the Norstar Voice Mail User Interface use eJ e 8 5 to reset the password Resetting the password using a telephone CallPilot 150 only Use this procedure to reset the system administrator password 1 Press 6 Geti KKHH 2 Press fJ HEXT Paud 3 Press 7 07 6 8 7 6 7 7 9 8 RETR ok RESET SMP SW D and press ok or FJ Reset Password 4 Press vES or WES Ho CallPilot Mini CallPilot 150 Installation and Maintenance Guide 50 Chapter 7 Password administration Resetting the operator password CallPilot 150 only The operator password is used to gain access to operator manager functions such as open and close business change attendant DNs and enable and disable call answering Resetting the password using CallPilot Manager 1 a 5 o N Log on to CallPilot Manager Click the Operations heading Click the Operator Settings link Sele
49. f 1 the Special Mailboxes will begin with 2 The Group List Leading Digit cannot be the same as the first number of any mailbox Press HET Press CHNG to toggle the settings between for Yes or H for No Press HEXT Press CHH to toggle the setting between HUM and CF If you choose NVM the mailbox users will see and hear Norstar Voice Mail prompts when they use their mailboxes If you choose CP the mailbox users will see and hear CallPilot prompts when they use their mailboxes Press HEXT Press Ok This message appears on the display Initialization takes about three seconds When complete the display shows System ready and Exit After the initialization programming is completed the display automatically returns to the time and date You can now start programming the CallPilot parameters For information about how to program the CallPilot refer to the CallPilot Set Up and Operation Guide CallPilot Mini CallPilot 150 Installation and Maintenance Guide 46 Chapter 5 Initializing the CallPilot Mini CallPilot 150 P0990474 03 47 Chapter 6 Language Configuration Utility The CallPilot Mini CallPilot 150 has two languages available for text and voice prompts The Language Configuration Utility allows you to change the two languages that are available The computer you use to run the Language Configuration Utility must be compatible with Microsoft Windows and have a network connection to
50. fer to Language Configuration Utility on page 47 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 56 Chapter 8 Backing up and restoring CallPilot To restore the CallPilot information Start your web browser Log on to CallPilot Manager Click the Operations heading Click the Backup Restore link a Q N Click the Proceed button Note When you click the Proceed button to start a restore the CallPilot Mini CallPilot 150 shuts down and drops all of the users accessing CallPilot This includes users accessing their mailboxes callers leaving a message and callers waiting in Call Center Skillsets Make sure that there is no one using the CallPilot Mini CallPilot 150 before you start the restore For information about how to determine if the CallPilot ports are busy refer to Programming CallPilot 150 DNs to memory buttons on page 84 6 Close your web browser Note To ensure proper operation you must close the web browser window gt 7 Start the CallPilot Backup and Restore Utility CallPilotBRU exe The CallPilot Backup Restore Utility screen appears Click the Restore option In the Local Folder box enter the path name of the directory on your computer in which the CallPilot backup information is stored 10 In the CallPilot 150 hostname or IP addresses box enter the host name or IP address of the CallPilot Mini CallPilot 150 to which you want to restore informatio
51. g 39 R Requirements CallPilot Manager 34 communications parameters 36 computer 34 terminal 35 Restore CallPilot information 55 Router next hop 40 41 RS 232 terminal 63 Cannot communicate 63 S Secondary DNS 39 41 Serial cable 35 Serial port location 19 pinout 36 Skillsets maximum 17 P0990474 03 Index 93 Software X upgrading 59 XF Test 66 Storage hours 17 Subnet Mask 39 41 Switches Meridian 1 18 Norstar 18 Symbols 16 System administrator password resetting 49 System parts listed 18 T TCM ports location 19 pinouts 24 Temperature requirements 21 Terminal requirements 35 using to change IP address 36 Text conventions 11 To Extension 40 42 To Line 42 Troubleshooting 66 CallPilot does not reboot 67 Feature Codes 66 LEDs 68 power on diagnostics fail 65 RS 232 63 Terminal 63 U UI style 41 Upgrading message storage 60 software 59 User interface style 41 V Voicemail DN 40 W Wall mount bracket 23 Wall mounting CallPilot 23 Warning symbol 16 Web browser requirements 29 34 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 94 Index P0990474 03
52. he CallPilot Mini CallPilot 150 does not match the time on the telephone SVN 65 060 biG SS55005005 SESS OS TEESE OSE OSES HE HSES ERS RUE RR d REO 68 Le eror missa S uos ua ui ed bee qa dabei prada d dude netted bones 68 LED 1 is blinking Quickly iui cusns uui Rm Rr RR RXGE ez RE nirt aen 69 LED 1 and LED 2 are blinking quickly ois cte em Kx a o Re 69 LEDs 1 to 4 turn on at power up but do not briefly turn off during startup 69 One or more of LEDs 1 to 4 do not turn on after CallPilot Mini CallPilot 150 has inieh d SUM UD uo odds gol trah ws Asal Co uospiute doo ide ose aceon Qoia eo dioit 69 LED 6 does not turn on after CallPilot Mini CallPilot 150 has finished starting up 69 Appendix A Modem ACCESS 20 5 245 c6diseadi REGE REREP CER SP RAE RR VER chewed eS 71 Configuring your computer to access the CallPilot modem 0 0 c eee eee 71 Connecting a telephone to your computer modem 00 cece eee eee eee 71 Creating a Dial Up Networking connection 0000 cece eee eee 72 Creating a Dial Up Networking connection on Windows 95 or Windows 98 T2 Configuring the Dial Up Networking TCP IP parameters on Windows 95 or TONGS e A E A E E dna E E E E bakes wanes 72 Creating a Dial Up Networking connection on Windows NT 4 0 73 Configuring the Dial Up Networking TCP IP parameters on Windows NT 4 0 74 Creating a Dial Up Networking connection on Windows 2000 75 Configuring
53. ilot 150 you need to determine the CallPilot 150 Feature Codes e configure the CallPilot 150 initial parameters Note You cannot initialize the CallPilot Mini using a telephone To initialize a CallPilot Mini use CallPilot Manager If you initialized CallPilot 150 using CallPilot Manager you do not need to initialize CallPilot 150 using a telephone Determining CallPilot 150 Feature Codes Default Feature Codes are assigned to CallPilot 150 by the Norstar system These default codes are listed in Table 15 When these default Feature Codes are used by other Norstar applications the Norstar system assigns Feature Codes between 900 and 999 to CallPilot 150 These codes might not be assigned in sequential order Record the assigned Feature Codes on Table 15 Table 15 Assigned Feature Codes Feature Code name Default Number Used By Agent Login Le j9 jlo 4 e jg Call Center only Busy Mode Le jig foje e p Call Center only Queue Status Le 0J 9J Lejg _ Call Center only Leave Message Ce 0 68 0 e pg Call Center and Voicemail Open Mailbox Le jeje Lejg _ Call Center and Voicemail Operator Service Control e J 9 8 2 e 9g Call Center and Voicemail System Administration Le 0 68 6 e p Call Center and Voicemail Call Forward to Voicemail e J 9J8 4J elo Call Center and Voicemail CallPilot DN Le
54. ilot Telephone Administration Guide CallPilot Mini CallPilot 150 Installation and Maintenance Guide 68 Chapter 10 Troubleshooting Inactive feature Note Do not use this procedure if you are troubleshooting a CallPilot Mini The CallPilot gt Mini does not support Feature Codes Maintenance of the CallPilot 150 installation is required if you attempt to initialize the system and the display shows Inactive feature Should this occur 1 Check the wiring at the distribution block then enter the System Administration Feature Code The default code is el6816 The display should show Log QUIT RETRY OK If the display still shows Inactive feature disconnect the power cord and check all the wiring for the CallPilot 150 Make sure the e power supply is connected and plugged in e CallPilot 150 has had the necessary time to complete the four minute self testing procedure e CallPilot 150 is connected to a working station port e there are no telephones or peripherals connected to the station port which has the same DN that was assigned as the Control DN of a Skillset e power source to the CallPilot 150 is not damaged After checking all the wiring reconnect the power Wait four minutes and repeat step 1 If you have checked the wiring and the module is still not operational disconnect and repackage the module and return it to your distributor Time on the CallPilot Mi
55. ilot modem connect to the CallPilot modem Configuring your modem to access the CallPilot modem The CallPilot modem requires a special configuration for access This requirement helps prevent unauthorized access to the CallPilot system To configure your modem 1 Open the folder that contains the Nortel Networks Modem Configuration Utility CPsecureModem exe Double click CPsecureModem exe The Modem Configuration Utility opens Select the Configure Modem for Secure Access option Click the OK button The Configuration Complete dialog box appears Click the OK button In you are using Windows NT 4 0 restart your computer After your computer finishes restarting the modem is ready to connect to the CallPilot modem Connecting to the CallPilot modem To connect to the CallPilot system 1 a A o N 6 Use the Start menu to open the Dial Up Networking window Double click the Dial Up Networking connection you created for the CallPilot system Set the User ID to CallPilot Set the Password to administrator If there is a Domain box set the Domain to the IP address you entered for the Dial Up Networking TCP IP parameters of this connection For example enter 192 168 0 10 Click the Connect button P0990474 03 Modem Access 81 7 Use the telephone connected to your computer modem to dial the CallPilot system you want to access 8 When prompted press the System Coordinator mailbox
56. is put on hold and you connect to the waiting call You can have no more than two active calls at one time The T7100 terminal does not have a 1 button Related publications For more information about programming CallPilot Mini CallPilot 150 refer to the following publications e CallPilot Manager Set Up and Operation Guide Provides instructions for setting up the CallPilot Mini CallPilot 150 using CallPilot Manager e CallPilot 150 Telephone Administration Guide Provides instructions for setting up the CallPilot 150 using a Norstar telephone e CallPilot Programming Record Provides a record of the settings used for the CallPilot Mini CallPilot 150 e Nortel Networks Call Center Set Up and Operation Guide Provides instructions for setting up the Call Center features on CallPilot 150 P0990474 03 Preface 13 e Nortel Networks Call Center Reporting Set Up and Operation Guide Provides instructions for setting up the Call Center Reporting feature on CallPilot 150 How to Get Help USA and Canada Authorized Distributors ITAS Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter ERC 3385 Website http www nortelnetworks com itas email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORT
57. lick the OK button A confirmation dialog box appears 7 Ifthe information on the confirmation dialog is correct click the Continue button If the information is not correct click the Cancel button and repeat steps 4 to 6 A dialog box appears when the Log files have been copied onto your computer It will take several minutes to copy the CallPilot log files to your computer 8 Click the OK button CallPilot Mini CallPilot 150 Installation and Maintenance Guide 58 Chapter 8 Backing up and restoring CallPilot P0990474 03 59 Chapter 9 Upgrading CallPilot Mini CallPilot 150 This section describes how to upgrade the CallPilot Mini CallPilot 150 You can upgrade the CallPilot software the message storage Upgrading the CallPilot software version Make sure that there is no one using the CallPilot Mini CallPilot 150 before you start the upgrade For information about how to determine if the CallPilot ports are busy refer to Programming CallPilot 150 DNs to memory buttons on page 84 1 Nortel Networks recommends that you backup your CallPilot information before you upgrade the CallPilot software For information about how to backup CallPilot refer to Backing up the CallPilot information on page 53 Put on an anti static strap and connect it to a grounded metal object Unplug the power connector from the CallPilot Mini CallPilot 150 Insert the upgrade cartridge in the top PCMCIA slot For the
58. location of the PCMCIA slots refer to Figure 1 on page 19 If the upgrade cartridge is inserted in the bottom PCMCIA slot your current software overwrites the upgrade cartridge and all of your programming is lost Contact your Nortel Networks Service Representative for assistance S Caution The upgrade cartridge must be inserted in the top PCMCIA slot Caution Never install the upgrade cartridge or the feature cartridge in any device other than the CallPilot Mini CallPilot 150 These cartridges can be corrupted by inserting them in other devices Restore power to the unit The CallPilot Mini CallPilot 150 starts up During the start up the LEDs turn on and off in the following sequence O LEDs to 4 light for approximately 20 seconds LEDs to 4 turn off for approximately 25 seconds The CallPilot Mini CallPilot 150 copies the files from the upgrade cartridge to the feature cartridge During the upgrade the LEDs turn on and off in the following sequence LEDs to 4 cycle on and off one at a time for approximately 8 to 10 minutes LEDs to4 turn off for approximately 40 seconds some or all of the E LEDs 1 to 4 may light to indicate TCM connections to the CallPilot on these ports CallPilot Mini CallPilot 150 Installation and Maintenance Guide 60 Chapter 9 Upgrading CallPilot Mini CallPilot 150 Wait until the LED turns on Unplug the power connector from the CallPilot Mini CallPilot 150 Press th
59. lot 150 Installation and Maintenance Guide 36 Chapter 5 Initializing the CallPilot Mini CallPilot 150 CallPilot Mini CallPilot 150 serial port The following table shows the pin out for the CallPilot Mini CallPilot 150 serial port Table 12 CallPilot Mini CallPilot 150 serial port pinout Pin Signal Pin Signal 1 No connection 6 No connection 1234 5 2 Serial data in RX 7 No connection 3 Serial data out TX 8 No connection 4 No connection 9 No connection 67 8 9 5 Ground gt Note The location of the transmit TX and receive RX pins on your terminal can vary gt Refer to your terminal or computer documentation to confirm pin locations Configuring the terminal The terminal or terminal emulation program you use must be VT100 compatible and must support the ASCII Character set If the terminal does not support the ASCII Character set the text displays incorrectly You must configure your terminal to the following communications parameters 9600 bits per second 8 data bits no parity 1 stop bit no flow control For information about how to set these parameters refer to the documentation for your terminal or terminal emulation program Changing the IP address using the terminal To change the IP address 1 Attach the serial cable to the serial port on the CallPilot Mini CallPilot 150 For information about the location of the serial port refer to Figure 3 on page 25 Attach
60. lowing procedure to run the Quick Install Wizard 1 Launch your browser 2 Inthe URL address box type the CallPilot Mini CallPilot 150 IP address For example HTTP 192 168 110 10 Note You must include HTTP to access CallPilot Manager gt The Quick Install Wizard screen appears Depending on your system this can take several minutes to appear 3 Configure the Quick Install parameters for a CallPilot Mini according to Table 13 on page 39 Configure the Quick Install parameters for a CallPilot 150 according to Table 14 on page 41 Table 13 Quick Install Wizard parameters for a CallPilot Mini Field name Description IP Address Enter the IP Address for the CallPilot Mini If you do not know the IP Address contact your network administrator This is the IP Address you will use to access the CallPilot Mini using CallPilot Manager Changes to the IP Address take effect when you reboot the CallPilot Mini If this is a re install the IP Address shows the current settings not the factory default Subnet Mask Enter the Subnet Mask for the CallPilot Mini If you do not know the Subnet Mask contact your network administrator Changes to the Subnet Mask take effect when you reboot the CallPilot Mini If this is a re install the Subnet Mask shows the current settings not the factory default Primary DNS Enter the IP Address of the Primary DNS server that CallPilot Mini uses If you do not know the IP
61. m PCMCIA slot your current software overwrites the upgrade cartridge and all of your programming is lost Contact your Nortel Networks Service Representative for assistance CallPilot 150 Feature Codes are inactive Note Do not use this procedure if you are troubleshooting a CallPilot Mini The CallPilot Mini does not support Feature Codes There are certain situations when you must first remove the Feature Codes that you are planning to use before you install the new CallPilot 150 software These situations include e when you are activating new Voice Mail or Call Center functionality e anew installation of Voice Mail or Call Center To remove Feature Codes that may have been used by other applications use the External Feature Inquiry utility Le J x J TJ EJ SJ TJ before you install the new CallPilot 150 software The External Feature Inquiry utility can be used only from a two line display telephone To remove Feature Codes 1 Unplug the power to the CallPilot 150 2 Press J XJ EJ EJGJGJ which is the same as Press Ce 0 GJ 686 68 07 8J P0990474 03 Chapter 10 Troubleshooting 67 Password RETRY Feat code 4 FIRST EXIT FOEMINNMMMMXM 5 TEST BACK NEST FOxM Inactive 6 Dk REMOWE FOXX Free 7 TEST BACK HEXT 8 9 Enter lt the Installer password gt The default
62. mary DNS server that CallPilot 150 uses If you do not know the IP Address contact your network administrator The Primary DNS server allows you to use domain names such as www nortelnetworks com instead of IP addresses when accessing a site Note If you do not use DNS leave this box blank CallPilot applications such as Digital Networking can use a DNS server even if you leave this box blank Secondary DNS Enter the IP Address of the Secondary DNS server that CallPilot 150 uses If you do not know the IP Address contact your network administrator CallPilot 150 uses the Secondary DNS server if it cannot contact the Primary DNS server or if the domain name is not listed in the Primary DNS server Note If you do not use DNS leave this box blank CallPilot applications such as Digital Networking can use a DNS server even if you leave this box blank Default Gateway Enter the IP Address of the default next hop router If you do not know the IP Address contact your network administrator Note If you do not require a next hop router leave this box blank Base Application The default base application is voicemail If you want the base application to be Call Center click the CallCenter button If you select voicemail the voicemail application and 20 mailboxes are enabled If you select Call Center the Call Center application and 10 agents are enabled If you choose Call Center the mailbox and lines administr
63. n 11 Click the OK button A confirmation dialog box appears 12 If the information on the confirmation dialog is correct click the Continue button If the information is not correct click the Cancel button and repeat steps 11 to 13 A dialog box appears when the restore is completed 13 Click the Continue button P0990474 03 Chapter 8 Backing up and restoring CallPilot 57 Retrieving the CallPilot log files The CallPilot log files are a tool used by your Nortel Networks representative to help diagnose a CallPilot problem Note The information in the log files is intended for Nortel Networks service representatives You will need the assistance of a service representative to interpret the information contained in these files You must install the CallPilot Backup and Restore Utility on the computer you are using to retrieve the log files To retrieve the CallPilot log files Create a directory on your computer where you want to store the CallPilot log files 2 Start the CallPilot Backup and Restore Utility CallPilotBRU exe The CallPilot Backup Restore Utility screen appears Click the Log Files option In the Local Folder box enter the path name of the directory on your computer in which you want to store the CallPilot Log Files 5 Inthe CallPilot 150 hostname or IP addresses box enter the host name or IP address of the CallPilot Mini CallPilot 150 from which you want to retrieve the log files 6 C
64. n connected to a Norstar or Meridian 1 switch This equipment does not connect directly to the public switched telephone network DOC Regulations This equipment complies with the Canadian Department of Commerce CS 03 Rules and Regulations for connection to Norstar or Meridian 1 switches Radio Frequency Interference This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause interference to radio communications It has been tested and found to comply with the limits for a Class A CallPilot 150 or Class B CallPilot Mini computing device pursuant to Part 15 of the FCC Rules and CSDA specification C108 8 which are designed to provide reasonable protection against such interference when operated in a commercial environment Operation of this equipment in a residential area is likely to cause interference in which case users will be required at their own expense to take whatever measures are necessary to correct the interference This apparatus does not exceed the Class A CallPilot 150 or Class B CallPilot Mini limits for radio noise emissions from digital apparatus set out in the Radio Interference Regulations by the Canadian Department of Commerce CallPilot Mini CallPilot 150 contains fragile electronic parts Do not drop or bump it P0990474 03 Contents rjr PPP 11 Bol VOU D
65. ne line for the telephone to the other connector on the line splitter Creating a Dial Up Networking connection You require a Dial Up Networking connection to access the CallPilot modem This connection must be configured for Operator assisted or manual dialing Note If Dial Up Networking is not installed on your computer you must install it before you can proceed Refer to the documentation that came with your Windows operating system for instruction on how to install Dial Up Networking Creating a Dial Up Networking connection on Windows 95 or Windows 98 1 Click the Start button and then click Programs 2 Click Accessories and then click Communications 3 Click Dial Up Networking The Dial Up Networking window appears 4 Double click the Make New Connection icon In the Type a name for the computer you are dialing box enter a name for the CallPilot connection From the Select a modem drop list click the modem you are going to use for this connection Click the Configure button Click the Options tab oN o 9 Select the Operator assisted or manual dialing option and then click the OK button 10 Click the Next button 11 Enter the telephone number and area code of the CallPilot system 12 Click the Finish button Configuring the Dial Up Networking TCP IP parameters on Windows 95 or Windows 98 1 Right click the Dial Up Networking connection you created for the CallPilot system and then click Properties 2 Click th
66. ng m 2 LED lights when TCM channel 2 is 1 LED lights when an Ethernet connected to the telephone system connection is detected m 1 LED lights when TCM channel 1 is CR Not used in this version of connected to the telephone system CallPilot Mini CallPilot 150 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 28 Chapter 4 Installing CallPilot Mini CallPilot 150 P0990474 03 29 Chapter 5 Initializing the CallPilot Mini CallPilot 150 After you install and power up the CallPilot Mini CallPilot 150 you need to initialize it Initializing the CallPilot Mini CallPilot 150 sets the system parameters to their default settings and sets some global parameters When the initialization is completed the CallPilot Mini CallPilot 150 is operational and ready for you to begin administration programming Refer to Related publications on page 12 for a list of documents that provide information about administration programming You initialize CallPilot Mini using CallPilot Manager You initialize CallPilot 150 using CallPilot Manager or a telephone Note Upgrading to CallPilot 150 from a previous voice messaging system gt If you are upgrading from a previous voice messaging system for example FlashTalk to CallPilot 150 you must remove the existing Feature Codes for the old voice messaging system before you configure CallPilot 150 For information about how to remove the existing Feature Codes refer t
67. nguages settings to the languages that were selected before the upgrade For information about how to use the Language Configuration Utility refer to Language Configuration Utility on page 47 9 Restore your CallPilot information For information about how to restore the CallPilot information refer to Restoring the CallPilot information on page 55 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 62 Chapter 9 Upgrading CallPilot Mini CallPilot 150 P0990474 03 63 Chapter 10 Troubleshooting Introduction Troubleshooting CallPilot Mini CallPilot 150 problems involves determining the symptoms and diagnosing the cause of the problem A problem can be the result of more than one component failure Diagnosing a CallPilot Mini CallPilot 150 problem involves isolating the cause and determining whether the malfunction involves a failed hardware component or the CallPilot Mini CallPilot 150 software configuration Important After you have determined the cause of the problem and corrected the problem by replacing a component or changing the software configuration parameters you must test the CallPilot Mini CallPilot 150 Diagnosing problems A malfunctioning CallPilot Mini CallPilot 150 can be caused by a faulty component or the CallPilot Mini CallPilot 150 software configuration The following sections describe the symptoms that occur when CallPilot Mini CallPilot 150 malfunctions The symptoms are de
68. ni CallPilot 150 to an RS232 terminal Serial port A port that sends and receives data one bit at a time This port is used to connect the CallPilot Mini CallPilot 150 to an RS 232 terminal System administrator The person who is responsible for setting up and configuring CallPilot TCM port Time Compression Multiplexing port This is the type of port that you use to connect the CallPilot 150 to the Norstar KSU or the CallPilot Mini to the Meridian 1 PBX Tone dial telephone A push button telephone that emits DTMF tones Transmission Control Protocol Internet Protocol TCP IP A language governing communication among all computers on the Internet Voice channel A communication path that CallPilot uses to send voice messages to and from the Norstar KSU or Meridian 1 PBX There are two voice channels on each TCM port Voice prompts The prerecorded voice instructions that play when accessing the different CallPilot features and options Voice prompts also enable a caller to proceed along the call path of a CCR Tree Wide Area Network WAN A collection of computers connected or networked to each other over long distances typically using common carrier facilities CallPilot Mini CallPilot 150 Installation and Maintenance Guide 90 Glossary P0990474 03 91 Index A ACD Queue adding on Meridian 1 30 Active agents maximum 17 Attendant DN 40 41 Auto Attendant 17 B B1 and B2 directory number
69. ni CallPilot 150 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 24 Chapter 4 Installing CallPilot Mini CallPilot 150 Connecting the CallPilot Mini CallPilot 150 1 Open the CallPilot Mini CallPilot 150 by inserting a flat screwdriver into the slot on the right hand side of the door and pressing the tab out of the way Figure 3 shows the inside of the CallPilot housing and points out the cable jacks 2 Connect a TCM cable to Port A and to Port B Table 5 shows the pin out of Port A and Port B Table 5 Port A and Port B Pinouts Pin number Port A Port B 1 no connection no connection 2 TCM 3 TCM 4 3 TCM 1 TCM 2 4 TCM 1 TCM 2 5 TCM 3 TCM 4 6 no connection no connection 3 Connect the other end of the TCM cables to station ports on your telephone system Note Do not connect the Ethernet cable for your LAN to the Ethernet port until you determine if the CallPilot Mini CallPilot 150 IP address is compatible with the network For information about the default CallPilot Mini CallPilot 150 IP address and how to change the IP address refer to Connecting to the CallPilot Mini CallPilot 150 on page 35 Connect the power cable to the CallPilot Mini CallPilot 150 and the wall socket Run all the cables through the cable trough at the top of the CallPilot Mini CallPilot 150 If you are installing a CallPilot Mini system attach the EMC Kit around all four of the C
70. ni CallPilot 150 does not match the time on the telephone system When you change the time on the telephone system it can take up to 10 minutes for the time on the CallPilot Mini CallPilot 150 to change LED error messages CallPilot Mini CallPilot 150 uses the LEDs to indicate an error message P0990474 03 Chapter 10 Troubleshooting 69 LED 1 is blinking quickly If LED 1 is blinking quickly the Bootloader has encountered an error 1 Make sure the feature cartridge is in the bottom PCMCIA slot and it is seated properly 2 Make sure no one is logged into Norstar Remote Utilities If someone is ask them to log out until the CallPilot 150 has finished rebooting Note If you are troubleshooting a CallPilot Mini skip step 2 LED 1 and LED 2 are blinking quickly If LED 1 and LED 2 are blinking quickly the Power on Diagnostics have failed Refer to The Power on Diagnostics fail on page 65 LEDs 1 to 4 turn on at power up but do not briefly turn off during start up LEDs 1 to 4 turn off briefly during the start up process If these LEDs do not turn off briefly the hardware initialization has failed Refer to The Power on Diagnostics fail on page 65 One or more of LEDs 1 to 4 do not turn on after CallPilot Mini CallPilot 150 has finished starting up LEDs 1 to 4 indicate the lines that are connected to the telephone system If any of these LEDs are off the LED number indicates the line numbe
71. number and then J For example 9 Enter the Modem Access password and press ff 10 If there are enough CallPilot resources to make a modem connection the system starts counting down from 5 11 When the system reaches 1 click the Connect button and hang up the telephone A message appears when the connection is established Tip If the prompt One moment please plays the system currently does not have sufficient resources to access the modem Wait until the count down reaches 1 before you click the Connect button If the prompt One moment please plays several times and then the prompt Exiting the system goodbye plays try calling again Your computer is now connected to the CallPilot system Accessing the CallPilot system using the CallPilot console 1 Click the Start button and then click Run 2 Enter Telnet 192 168 0 2 and click OK Note The IP address above is an example only The IP address you enter is the IP address of the CallPilot system plus one In the example above the IP address shown is the default CallPilot IP address 192 168 0 1 plus one 192 168 0 2 3 Logon to the CallPilot console When you are finished with the CallPilot system end your connection to the CallPilot modem Note After you are finished accessing the CallPilot system you must reconfigure your gt modem if you want to use it for normal modem connections CallPilot Mini CallPilot 150 Inst
72. o To remove Feature Codes on page 66 About CallPilot Manager CallPilot Manager is an application that you access from a web browser such as Netscape Communicator or Microsoft Internet Explorer Nortel Networks recommends you use CallPilot Manager whenever possible CallPilot Manager provides access to administration programming not available from a telephone Note The online Help for CallPilot Manager is best viewed in Internet Explorer There can be some page format inconsistencies if you use other browsers To use CallPilot Manager you must have a network connection to the CallPilot Mini CallPilot 150 or an Ethernet crossover cable If you are using CallPilot Manager to initialize CallPilot Mini CallPilot 150 refer to Initializing CallPilot Mini CallPilot 150 using CallPilot Manager on page 34 If you do not have a network connection or an Ethernet crossover cable you can initialize the CallPilot 150 using a two line display telephone If you are using a telephone to initialize CallPilot 150 refer to Initializing CallPilot 150 using a telephone on page 43 You cannot initialize the CallPilot Mini using a telephone 1 Netscape is a registered trademark and Communicator is a trademark of Netscape Communications Corporation 2 Microsoft and Windows are registered trademarks and Internet Explorer is a trademark of Microsoft Corporation CallPilot Mini CallPilot 150 Installation and Maintenance Guide
73. o store a single character One byte equals eight bits Call Center The Call Center Software receives holds and routes calls to agents in a call center CCR Custom Call Routing Call Paths that let callers select options to direct their calls along paths you create Central office line The telephone lines that connect the Norstar KSU or Meridian 1 PBX to the Public Switched Telephone Network PSTN CLID Caller Line Identification Company Directory An internal list containing the names of users with initialized mailboxes designated to appear in the directory CallPilot Mini CallPilot 150 Installation and Maintenance Guide 86 Glossary Configuration The tasks involved in setting up the different parameters of CallPilot For example configuring the telephone lines answered by CallPilot See also Administration Conventions The way certain information is described For example using underlined text to represent second line display prompt information Cursor A marker on the monitor screen that indicates where the next input from the keyboard or mouse will appear Default The parameters that are preset within CallPilot Disconnect supervision A feature on central office lines that notifies the Norstar KSU or Meridian 1 PBX when the party on the other end of the line hangs up Display A one or two line screen on a Nortel Networks telephone that shows CallPilot commands and options Display buttons Th
74. om PCMCIA slot to remove the feature cartridge a 5 o N Insert the new feature cartridge into the bottom PCMCIA slot For the location of the PCMCIA slots refer to Figure 1 on page 19 P0990474 03 Chapter 9 Upgrading CallPilot Mini CallPilot 150 61 6 Connect power to the CallPilot Mini CallPilot 150 The CallPilot Mini CallPilot 150 will reboot Note A correct reboot of the CallPilot Mini CallPilot 150 is indicated by the following LED sequence O LEDs 1 to 4 light for approximately 20 seconds LEDs to 4 turn off for approximately 25 seconds e LEDs to 4 blink rapidly for approximately 30 seconds LEDs to 4 turn off for approximately 50 seconds some or all of the EJ LEDs 1 to 4 may light to indicate TCM connections to the CallPilot on these ports e LED lights to indicate that CallPilot is operating normally If the CallPilot Mini CallPilot 150 does not reboot make sure the feature cartridge is in the bottom PCMCIA slot and is properly seated If the feature cartridge is not inserted properly disconnect the power from the CallPilot Mini CallPilot 150 insert the feature cartridge in the bottom slot and restore power 7 Use CallPilot Manager to change the Country setting to the country that was selected before the upgrade For information about how to change the Country settings refer to the CallPilot Manager Set Up and Operation Guide 8 Use the Language Configuration Utility to change the La
75. onnection can support two voice channels This gives the CallPilot Mini CallPilot 150 a total of eight voice channels P0990474 03 Chapter 2 System overview 19 Figure 1 Inside the CallPilot Mini CallPilot 150 M Cable entry slot Cable trough Power 9V DC Port A TCM 1 3 Port B TCM 2 4 Ethernet port Serial port Status indicator lights Top PCMCIA slot Bottom PCMCIA slot PCMCIA slots The CallPilot Mini CallPilot 150 has two PCMCIA slots e The bottom slot is used for the feature cartridge The feature cartridge is the device that stores the CallPilot software greetings and voice messages e The top slot is used during software upgrades For the locations of the PCMCIA slots refer to Figure 1 Dimensions The CallPilot Mini CallPilot 150 has the following dimensions e Height 33 cm 13 inches e Width 20 cm 8 inches e Depth 4 cm 1 5 inches CallPilot Mini CallPilot 150 Installation and Maintenance Guide 20 Chapter 2 System overview Voice message storage The voice message storage is the amount of memory that CallPilot Mini CallPilot 150 has to store greetings and voicemail messages The CallPilot Mini CallPilot 150 provides 24 hours of voice message storage With the optional message storage upgrade the CallPilot Mini CallPilot 150 provides 59 hours of voice message storage
76. ort computer modem to an internal extension line Configuring your computer to access the CallPilot modem To configure your computer to access the CallPilot modem you must e connect a telephone to your computer modem e create a Dial Up Networking connection e install the Nortel Networks Modem Configuration Utility Connecting a telephone to your computer modem In order to access the CallPilot modem you need a telephone connected to your computer modem You use this telephone to log in to the System Administrator mailbox on the CallPilot system From this mailbox you can access the CallPilot modem Caution Connect only an analog telephone to your computer modem Do not connect a Meridian or Norstar digital telephone to your computer modem If your computer has a modem with two telephone cable connectors connect the telephone to the jack designated for a telephone If you are unsure which connector is for a telephone refer to the documentation that came with your modem CallPilot Mini CallPilot 150 Installation and Maintenance Guide 72 Modem Access If your computer has a modem with one telephone cable connector you need to use a telephone line splitter To connect the line splitter 1 Disconnect the telephone line for the modem from the wall outlet 2 Insert the line splitter into the wall outlet 3 Connect the telephone line for the modem to one of the connectors on the line splitter 4 Connect the telepho
77. ot Mini CallPilot 150 0 0 00 cee 24 GaliPilot mpoallPilat 199 LEDS 2235 acs da der EO HRR eens Bias ERE EH ER ORE ag RR 27 Chapter 5 Initializing the CallPilot Mini CallPilot 150 lese 29 About CallPilot Manager ilsselece s x mem exem rm P xn xq e RUP 29 Configuring the Meridian 1 PBX to work with CallPilot Mini 0000 30 Creating am ACO GUB acu rad aris bear kev UHR RA eR Reda Rap Rb acd 30 Assigning ACD AGES 2 cca se eke econ Redes Leola deeb x aues E AREE 32 Enabling the Call Forward on Busy message 0 000 c eee eee eee 33 Schadulad Block SCB asssatsset xaatke4baczcddag aka SERE KERR Eee BES 33 Initializing CallPilot Mini CallPilot 150 using CallPilot Manager 05 34 Computer requirements for CallPilot Manager 0 00 e eee eee ees 34 Computer requirement iccuexocesecie e tearing uiris erdeti EEren nera 34 Browser TOUS s isss 2546s PEE TERR oh eee kree rere taner eS 34 Connecting to the CallPilot Mini CallPilot 150 00 0 0 cece eee 3h Changing the IP address using a serial cable liliis 35 Changing the IP address using an Ethernet crossover cable 38 Running the Quick Install Wizard coca sacan uam yu RR Rh seus Rn P Raeh 39 Initializing CallPilot 150 using a telephone sees 43 Determining CallPilot 150 Feature Codes 0 0 nananana cee 43 Configuring the CallPilot 150 initial parameters
78. r KEY 01 SCR 5801 Type the Outbound Dial DN You can use any unique DN In the example shown 5801 is the Outbound Dial DN KEY 02 AO3 KEY 03 TRN KEY 04 NRD KEY 05 MIK KEY 06 MCK Note For more information about how to add agents to an ACD Queue refer to the documentation that came with your Meridian 1 PBX P0990474 03 Chapter 5 Initializing the CallPilot Mini CallPilot 150 33 Enabling the Call Forward on Busy message When a caller dials a CallPilot Mini user that is busy on another call the caller is forwarded to the user s mailbox The caller will also hear a message stating that the user is on the phone if you ensure that the Hunt prompt in LD 95 is set to B All of the steps below are performed on the Meridian 1 PBX using a terminal connection 1 Atthe main prompt type LD 95 2 Respond to the prompts according to Table 10 Note For any of the prompts not listed in the table below press the Enter key to accept the default or current value Table 11 Assigning ACD Agents Prompt Response Comment REQ NEW TYPE CPND HUNT B This is the default value for this prompt Scheduled Block SCB Do not configure the Scheduled Block feature on the Meridian 1 PBX CallPilot Mini CallPilot 150 Installation and Maintenance Guide 34 Chapter 5 Initializing the CallPilot Mini CallPilot 150 Initializing CallPilot Mini CallPilot 150 using CallPilot Manager To ini
79. r operation The default is North America From Line Enter the line number of the first line in a range of lines that you want the auto attendant to answer The auto attendant answers this line and all of the lines up to the line number you enter in the To Line box To Line Enter the line number of the last line in a range of lines you want the auto attendant to answer The line number you enter in this box must be the same or higher than the line number you enter in the From Line box Number of rings Enter the number of rings that CallPilot waits before answering a line Mailbox Keycode If you have purchased additional mailboxes for CallPilot enter the keycode you received with your mailbox package If you have not purchased additional mailboxes leave these boxes empty Use these boxes only for the keycode for additional mailboxes Do not enter the keycode that enables the basic voicemail application From Extension Enter the extension number of the first telephone in a range of telephones you want to create a mailbox for A mailbox is created for this telephone and for all of the telephones up to the extension number you enter in the To Extension box The mailboxes are named according the set name of the telephone and assigned Class of Service 1 To Extension Enter the extension number of the last telephone in a range of telephones you want to create a mailbox for The extension number
80. r that is not connected to the telephone system If the lines are supposed to be connected to the telephone system 1 Check the wiring between the telephone system and the CallPilot Mini CallPilot 150 2 Make sure the wiring between the telephone system and the CallPilot Mini CallPilot 150 is less than 15 meters 50 feet long LED 6 does not turn on after CallPilot Mini CallPilot 150 has finished starting up If LED does not turn on a few minutes after CallPilot Mini CallPilot 150 has finished starting up the application has failed to start Refer to CallPilot Mini CallPilot 150 does not function at all on page 64 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 70 Chapter 10 Troubleshooting P0990474 03 71 Appendix A Modem Access When there is no access to the CallPilot Mini CallPilot 150 using a LAN connection or the serial port you can use the modem to access to CallPilot Mini CallPilot 150 Note Although you can access CallPilot Manager using the modem Nortel Networks recommends you use a LAN connection or an Ethernet crossover cable to access CallPilot Manager Modem access is intended for Nortel Networks support personnel and CallPilot Mini CallPilot 150 distributors Caution The CallPilot modem uses three voice channels when connected to the support computer Nortel Networks recommends that you do not use the modem during peak use times Do not connect the supp
81. re set to 9600 baud 8 data bits 1 stop bit no parity no flow control For instructions about setting these parameters refer to the manual supplied with the terminal Check the RS 232 cable Ensure it is connected to the serial port on CallPilot Mini CallPilot 150 and to the serial port on the terminal Reset the terminal or terminal emulation software On the RS 232 cable use a multi tester to check the continuity of the pins e pin2 pin2 e pin3 pin3 e pin7 pin 7 If any check fails replace the cable Use a different terminal If there is still a problem reboot the CallPilot Mini CallPilot 150 system If there is no improvement call your support line CallPilot Mini CallPilot 150 does not function at all CallPilot Mini CallPilot 150 is not functioning when there is no response from the terminal or the Feature Codes do not appear on the telephone display 1 Check the LEDs If LED 1 is blinking quickly the Bootloader has encountered an error Check that the Feature Cartridge is installed in the bottom PCMCIA slot If LED 1 and LED 2 are blinking quickly the Power on Diagnostics have failed Refer to The Power on Diagnostics fail on page 65 Make sure that no one is logged into the Norstar Remote Utilities application If someone is have the person exit from Norstar Remote Utilities and then restart CallPilot 150 After CallPilot 150 has started up the person can start Norstar Remote Utilities again
82. re to change the Modem access password using a telephone SY P Loa QUIT RETRY OK Admin MBOX AA OTHE Voice Mails CHHG HEAT Dir avail CHHG HEAT Hatch Lastname CHHG OK Modem access CHHG OK Modem access CHHG OK Fzudz RETE OK Again RETRY OF 1 2 8 9 Press J JBJB Enter the system administration mailbox number and password Press 4 Press HEXT Press HEXT Press OK Press CHHG Press CHHG Enter the new Modem access password and press Ok 10 Re enter the new Modem access password and press OK 11 Press Disabling the Modem access password using a telephone CallPilot 150 only Follow this procedure to disable the Modem access password using a telephone Loa QUIT RETRY DE Admin MBO AA OTHE Voice Mails CHHG HEXT A Dir avail CHHG HEAT A HatchiLastname CHHG Ok 1 2 Press J JBJB Enter the system administration mailbox number and password Press 4 Press HET Press HET Press OK CallPilot Mini CallPilot 150 Installation and Maintenance Guide 80 Modem Access Modem access 7 Press CHHG CHHG Ok Modem access tH 8 Press CHHG DE Connecting to the CallPilot system To connect to the CallPilot system you must configure your modem to access the CallP
83. s Make sure that there is no one using the CallPilot Mini CallPilot 150 before you start the back up For information about how to determine if the CallPilot ports are busy refer to Programming CallPilot 150 DNs to memory buttons on page 84 6 Close your web browser window Note To ensure proper operation you must close the web browser window 7 Create a directory on your computer where you want to store the CallPilot information 8 Start the CallPilot Backup and Restore Utility CallPilotBRU exe The CallPilot Backup Restore Utility screen appears P0990474 03 Chapter 8 Backing up and restoring CallPilot 55 9 Click the Backup option 10 In the Local Folder box enter the path name of the directory on your computer in which you want to store the CallPilot information 11 In the CallPilot 150 hostname or IP addresses box enter the host name or IP address of the CallPilot Mini CallPilot 150 you want to backup 12 Click the OK button A confirmation dialog box appears 13 If the information on the confirmation dialog is correct click the Continue button If the information is not correct click the Cancel button and repeat steps 10 to 12 A dialog box appears when the backup is completed 14 Click the Continue button Restoring the CallPilot information If your CallPilot Mini CallPilot 150 has been replaced or has lost its programming information you can restore the CallPilot programming greetings
84. s 83 Back up CallPilot information 53 Backup and Restore Utility installing 53 Base Application 41 Basic call center 17 Browser requirements 29 34 C Call Center resetting the administrator password 51 troubleshooting 66 Call Center Reporting 17 Call Interrupt 17 Call recording 17 CallPilot attendant 40 41 backup 53 connecting to 35 features list 17 initializing 29 log files retrieving 57 logging on 39 restore 55 CallPilot Backup and Restore Utility 53 CallPilot Manager about 29 requirements 34 Caution symbol 16 Communications parameters required 36 Compatible telephone systems Meridian 1 18 Norstar 18 Computer requirements 34 Conventions 16 Cautions 16 Notes 16 text 11 Country 40 42 Custom Call Routing 17 D Default Gateway 40 41 Determining Feature Codes 43 DNS server 22 39 41 E Electrical checklist 21 EMC Kit connecting 24 26 EMC requirements 24 35 Environmental checklist 21 Ethernet crossover cable 38 pinout 38 Ethernet port location 19 External Feature inquiry 66 F Feature Codes 43 determining 43 inactive 66 removing 66 Features of CallPilot 17 Ferrite bead connecting 24 26 From Extension 40 42 From Line 42 H Hardware installation procedure 23 Help how to get 11 Humidity requirements 21 Inactive Feature Codes 66 Initializing CallPilot 29 Instructions presentation 16 IP Address 39 41 IP address changing 35 36 38 default 22 35
85. scribed first followed by the procedures to confirm and correct the problem The RS 232 terminal cannot communicate with CallPilot Mini CallPilot 150 Communication problems appear as garbled text or a blank screen You need to determine if the problem is a communication problem or if CallPilot Mini CallPilot 150 is not working at all 1 Check to see if CallPilot 150 responds to the Feature Codes Note If you are troubleshooting a CallPilot Mini skip step 1 The CallPilot Mini does not support Feature Codes Press 9 8 on any Norstar telephone connected to the system CallPilot 150 should respond with the Pzwud display prompt The Log display prompt can also appear if the telephone is not assigned a mailbox Note CallPilot 150 Feature Codes might not be the default codes shown here For more information on determining CallPilot 150 feature codes refer to Determining CallPilot 150 Feature Codes on page 43 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 64 Chapter 10 Troubleshooting If there is no response this indicates that CallPilot 150 is not functioning Refer to CallPilot Mini CallPilot 150 does not function at all on page 64 If CallPilot 150 responds with the appropriate prompt there is a communication problem on the serial port Continue with the steps in this procedure until you find the problem Ensure the RS 232 terminal communication parameters a
86. ss B requirements on the Meridian 1 system A shielded Ethernet cable is included in the CallPilot Mini box Note If you are installing a CallPilot Mini system you must use a shielded Ethernet gt If you are installing a CallPilot 150 system you can use a standard unshielded Ethernet cable to connect to the LAN An Ethernet cable is not included in the CallPilot 150 box If the default IP address is not compatible you must change the IP address before you connect the CallPilot Mini CallPilot 150 to the network You can change the IP address using a serial cable or an Ethernet crossover cable direct PC connection Note If you are unsure if the default IP address is compatible contact your network administrator Changing the IP address using a serial cable If you are going to change the IP address using a serial cable you need a e serial cable e VT100 compatible terminal or a computer that has a VT100 compatible terminal emulation program such as HyperTerminal Note The serial port is intended for temporary connections only After you have finished changing the IP address remove the serial cable and close the CallPilot Mini CallPilot 150 door Failure to remove the serial cable may result in a non compliant EMC configuration Note A serial cable is available as a separately available part For information about obtaining a serial cable contact your Nortel Networks supplier CallPilot Mini CallPi
87. t Click the Settings button Select the following options Enable LCP extensions Enable software compression Negotiate multi link for single link connections Click the OK button Select the Internet Protocol TCP IP option Click the Internet Protocol TCP IP heading and then click the Properties button Select the Use the following IP address option Enter the IP address of CallPilot system but change the last set of digits to a different number For example if the CallPilot IP address is 792 166 0 1 enter 192 168 0 10 Note The IP address you enter here is used to identify your computer during the modem connection It does not affect the LAN configuration of your computer Click the OK button Click the OK button P0990474 03 Modem Access 77 Installing the Nortel Networks Modem Configuration Utility Your modem requires a special configuration to access the CallPilot modem The Modem Configuration Utility allows you to easily switch between the configuration for the CallPilot modem and the configuration for normal modem use To install the Nortel Networks Modem Configuration Utility 1 a 5 WO N Load the CallPilot CD in the CD ROM drive of your computer Open the CD folder and open the Optional Software folder Open the Modem Configuration Utility folder Copy the file CPsecureModem exe to a folder on your computer Remove the CallPilot CD from your computer CallPilot Mini CallPilot
88. t Mini CallPilot 150 and the RAM test is in progress 01 0 2 O 3 and 14 turn off RAM test complete e O 4 a 1 D 2 O 3 and a4 turn on one The CallPilot Mini CallPilot 150 is at a time starting with EJ 1 The LEDs being upgraded uU 3 Click image alg to cycle on and off in this Note This sequence does not appear examole i every time you restart CallPilot Mini eu sm CallPilot 150 e NM e n O 1 O 2 O 3 and 4turnonin The CallPilot Mini CallPilot 150 is order until all of the LEDs are on The booting up o O 3 Click image LEDs then turn off in the same order for an The LEDs continue to cycle on and off eu ane in this order o 01 0 2 O 3 and amp 4 turn off The CallPilot Mini CallPilot 150 has finished booting up Note The LEDs then light to indicate TCM connections as described in Table 7 When the CallPilot Mini CallPilot 150 is operating the LEDs indicate the operating status of the CallPilot interfaces Table 7 describes the purpose of the LEDs Table 7 LEDs during operation LED Description LED Description LED lights when the Ethernet LED lights when TCM channel 4 is aun 4 connection is operating at 100 Mbit s Gj connected to the telephone system 10 1 00 and blinks with I endi activity m 3 LED lights when TCM channel 3 is EM JM LED lights when the CallPilot Mini connected to the telephone system CallPilot 150 is operati
89. ter must be equipped with a 10 100 BaseT Ethernet card and support TCP IP protocol Figure 5 shows the connections required Figure5 Ethernet crossover cable 3TD 3TD 6TD 6TD 1RD 1RD 2RD 2RD Note An Ethernet crossover cable is available as a separately available part For information about obtaining an Ethernet crossover cable contact your Nortel Networks supplier Connecting the Ethernet crossover cable 1 Shutdown the computer 2 Attach one end of the Ethernet crossover cable to the Ethernet port on the CallPilot Mini CallPilot 150 Connect the other end of the cable to the network interface card on your computer Start the computer Use the Quick Install Wizard to initialize the CallPilot Mini CallPilot 150 For information about how to use the Quick Install Wizard refer to Running the Quick Install Wizard on page 39 P0990474 03 Chapter 5 Initializing the CallPilot Mini CallPilot 150 39 Running the Quick Install Wizard The Quick Install Wizard appears the first time you startup CallPilot Manager The Quick Install Wizard is a single page that gathers enough information to set up a working system It then applies the information and restarts the system You can reach CallPilot Manager from another computer through a LAN connection WAN Internet connection or an Ethernet crossover cable All of these methods create an IP connection that allows you to run CallPilot Manager Use the fol
90. the Dial Up Networking TCP IP parameters on Windows 2000 76 Installing the Nortel Networks Modem Configuration Utility 77 Enabling the modem on the CallPilot Mini CallPilot 150 2 2 0c eee eee 78 Enabling Modem access using CallPilot Manager 00000 cece eee eee 78 Enabling Modem access using a telephone CallPilot 150 only 78 Changing the modem access password using a telephone CallPilot 150 only 79 Disabling the Modem access password using a telephone CallPilot 150 only 79 Connecting to the CallPilot System iius suos eke ha RR CR ORC ACA RR RR CR 80 Configuring your modem to access the CallPilot modem sues 80 Connecting to the GallPilot mod mi 66 020 2 0acu th RR EREERR E ORIEG ebai 80 Configuring your modem for normal modem connections 82 Appendix B Norstar Directory Numbers 000 0c eee ee nnn 83 Programming CallPilot 150 DNs to memory buttons lille 84 BlOSBEfV 66 osc dics decks deetns cberbes heaves desbesdwinca vases edadeea 85 Ind X cies ODER EONS DISHES 1S HERS DRO ROE Ke 91 P0990474 03 Figures Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Inside the CallPilot Mini CallPilot 150 lille 19 Mounting the CallPilot Mini CallPilot 150 0 0 0 0 cee eee eee 23 CallPilot Mini CallPilot 150 connections 0 00 cece eee eens 25 Connecting the EM
91. the other end of the cable to the serial port on the terminal or computer Ensure that your terminal or computer is powered up If you are using a computer start your terminal emulation program P0990474 03 Chapter 5 Initializing the CallPilot Mini CallPilot 150 37 10 11 12 13 14 15 16 Remove power from the CallPilot Mini CallPilot 150 Note Steps 5 and 6 are used to force the CallPilot Mini CallPilot 150 to reboot You can change the IP address only while the CallPilot Mini CallPilot 150 is booting up Reconnect power to the CallPilot Mini CallPilot 150 The prompt To change any of this press any key within 5 seconds appears Note It will take approximately one minute for this prompt to appear Press the Enter key Note If you do not press a key within 5 seconds of this prompt appearing repeat steps 5 and 6 The prompt M odify any of this or C ontinue appears Press the M key and press the Enter key The prompt Do you want a LAN interface appears Press the Y key and press the Enter key The prompt This board s LAN IP Address 0 0 0 0 RARP appears Type the IP address for the CallPilot Mini CallPilot 150 in a valid dotted format and press the Enter key The prompt Subnet mask for LAN 0 for none appears Type the Subnet Mask for the CallPilot Mini CallPilot 150 in a valid dotted format and press the Enter key The prompt Should there be a default gatewa
92. tialize CallPilot Mini CallPilot 150 using CallPilot Manager you need to e determine if your computer meets the CallPilot Manager requirements connectto the CallPilot Mini CallPilot 150 e run the Quick Install Wizard Computer requirements for CallPilot Manager You access CallPilot Manager using a web browser on a computer that is connected to the CallPilot Mini CallPilot 150 Computer requirements The computer you use to access CallPilot Manager must be compatible with Microsoft Windows and capable of running your web browser Browser requirements To use CallPilot Manager you must have one of the following browsers e Netscape Communicator 4 5 or later e Microsoft Internet Explorer 4 0 or later Note CallPilot Manager does not support Netscape 6 0 P0990474 03 Chapter 5 Initializing the CallPilot Mini CallPilot 150 35 Connecting to the CallPilot Mini CallPilot 150 To connect to the CallPilot Mini CallPilot 150 you need the IP address of the CallPilot Mini CallPilot 150 and a connection to the network that the CallPilot Mini CallPilot 150 is on The default IP address for CallPilot Mini CallPilot 150 is 192 168 110 10 If the default IP address is compatible with your network you can connect the LAN cable to the Ethernet port on the CallPilot Mini CallPilot 150 and proceed to Running the Quick Install Wizard on page 39 cable to connect to the LAN The shielded cable is required to meet Cla
93. umbers determined in step 1 as ACD Agents for the CallPilot Mini ACD Queue Make sure you assign all of the Terminal Numbers that are connected to the CallPilot Mini For information about how to assign Agents to the ACD Queue refer to Assigning ACD Agents on page 32 Creating an ACD Queue All of the steps below are performed on the Meridian 1 PBX using a terminal connection 1 At the main prompt type LD 23 The following messages appear ACD000 MEM AVAIL U P 477336 USED 112487 TOT 589823 DISK RECS AVAIL 453 ACD DNS AVAIL 32744 USED 23 TOT 32767 Note The numbers shown in the above messages are examples only The numbers that appear on your display may be different P0990474 03 Chapter 5 Initializing the CallPilot Mini CallPilot 150 31 2 Respond to the prompts according to Table 8 Note For any of the prompts not listed in the table below press the Enter key to accept the default value Table 8 Creating an ACD Queue step 1 Prompt Response Comment REQ NEW TYPE ACD CUST 0 ACDN 5666 Enter the Directory Number for this ACD Queue In the example shown 5666 represents the Directory Number of the ACD Queue MWC NO MAXP 8 NCFW 0 IVR YES ALOG YES 3 Respond to the prompts according to Table 9 Note For any of the prompts not listed in the table below press the Enter key to accept the default value Table 9 Creating an
94. y Shielded Ethernet cable CallPilot Mini only CallPilot Mini CallPilot 150 Installation and Maintenance Guide 22 Chapter 3 Preparing to install the CallPilot Mini CallPilot 150 Managing the CallPilot system CallPilot Mini is managed using CallPilot Manager You require a LAN connection to the CallPilot Mini to use CallPilot Manager CallPilot 150 is managed using a telephone or CallPilot Manager depending on whether the CallPilot 150 has a LAN connection Running without a LAN A LAN connection is optional for a basic CallPilot 150 system running on a Norstar system When there is no LAN connection you can administer the system through a telephone using the 9 8 menus Note You cannot use the CallPilot Mini without a LAN connection gt You require a LAN connection to print reports administer the Networking feature use the Backup and Restore Utility and use the Language Configuration Utility Using a LAN When there is a LAN connection CallPilot Mini CallPilot 150 is managed through a web browser interface called CallPilot Manager To use CallPilot Manager the CallPilot Mini CallPilot 150 system must have a fixed IP address All CallPilot Mini CallPilot 150s are shipped with the default IP address of 192 168 110 10 If this IP address conflicts with your network you must change the address before connecting the CallPilot Mini CallPilot 150 to your network You can change the IP
95. y for packet routing appears If the CallPilot Mini CallPilot 150 needs a next hop router press the Y key and press the Enter key If the CallPilot Mini CallPilot 150 does not need a next hop router press the N key press the Enter key and go to step 15 The prompt IP address of default gateway appears Type the IP address of the next hop router in a valid dotted format and press the Enter key Press the Enter key until the following prompt appears M odify any of this or C ontinue Press the C key and press the Enter key Connect the LAN cable to the Ethernet port on the CallPilot Mini CallPilot 150 You can now initialize the CallPilot parameters For information about how to initialize the CallPilot refer to Running the Quick Install Wizard on page 39 CallPilot Mini CallPilot 150 Installation and Maintenance Guide 38 Chapter 5 Initializing the CallPilot Mini CallPilot 150 Changing the IP address using an Ethernet crossover cable Using an Ethernet crossover cable you can connect the CallPilot Mini CallPilot 150 to your computer With this connection you can use CallPilot Manager to change the CallPilot Mini CallPilot 150 IP address before you connect it to the network Note If you do not have access to the CallPilot Mini CallPilot 150 through the network you can use an Ethernet crossover cable to configure all of the CallPilot Mini CallPilot 150 parameters To use an Ethernet crossover cable your compu
96. you enter in this box must be the same or higher than the extension number you enter in the From Extension box Outdial Method Select the outdial method you want to assign to the mailboxes created using the From Extension and To Extension boxes You can choose None Line Pool or Route If you select None no outdial method is assigned to the mailboxes If you select Line click the Outdial Method text box and enter the line number of the line you want assign to the mailboxes If you select Pool click the Outdial Method text box and enter the line pool number of the line pool you want to assign to the mailboxes Note Line pool numbers 0 to 15 correspond to the Line Pools A to O on the KSU programming interface If you select Route click the Outdial Method text box and enter the route number of the route you want to assign to the mailboxes 4 Click the Install button 5 Ifyou are initializing a CallPilot Mini reboot the CallPilot Mini You can now start programming the CallPilot parameters For information about how to program CallPilot refer to the CallPilot Manager Set Up and Operation Guide Note If you have changed any of the IP addresses or the Subnet Mask you must reboot the CallPilot Mini CallPilot 150 before you start programming the CallPilot parameters P0990474 03 Chapter 5 Initializing the CallPilot Mini CallPilot 150 43 Initializing CallPilot 150 using a telephone To initialize CallP

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