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Nortel Networks CallPilot User's Manual

1. Greeting Enter a Personalized greeting number of 1 2 or 3 RETRY OK J Phi none gt Press CHNG or 1 CHNG OK Ph Enter the phone number maximum 10 digits that you are RETRY DE t assigning the Personalized mailbox greeting to Press OF or to accept the phone number P0919417 02 2 Chapter 5 Greetings 33 RETRY 0 Record greeting 8 At the tone record the greeting and press OF or to end the OF recording Accert greeting 9 Press OF or to accept the recording RETRY PLAY OF or press PLAY or to listen to the greeting or press RETR or to rerecord the greeting 10 Press to end the session Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it To delete a Personalized mailbox greeting 1 Press RJBJEJ Follow the voice prompts or the display button options on your telephone to open your mailbox 2 Ifyou use the CallPilot interface e Press to open the Greetings Options menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press GREET or e Go to step 3 Greeting options REC CHOOSE CFL Greeting PRIME ALT PERS Greeting RETRY OK A PHE ARRP CHNG DEL OK Press REC or fi Press FERS or B to choose a Personalized mailbox greeting Enter the Personalized greeting number 1 2 or 3 that you want to del
2. 4 Press 8 to end the call CallPilot Reference Guide 96 Chapter 11 Recording a call P0919417 02 2 97 Chapter 12 Broadcast and Information messages About Broadcast messages You can ask the System Administrator to send a Broadcast message if you need to send a message to every initialized mailbox on your phone system You can ask the System Administrator to send a Broadcast message to announce meetings special company events and reminders Sending a Broadcast message eliminates recording and sending the same message several times Broadcast messages play on all mailboxes initialized with CallPilot Note Broadcast messages are not sent to Information or General Delivery mailboxes gt Information mailbox greetings Your business or department can use Information mailboxes to provide callers with messages and announcements You can record and update greetings for an Information mailbox You can use Information mailbox greetings to e announce sales e provide product lists e announce special events Make it easy for callers to access Information mailbox greetings by mentioning the Information mailbox in the Automated Attendant or by asking the operator to route enquiries to the Information mailbox Ask your System Administrator for details Callers cannot leave messages in an Information mailbox Callers automatically disconnect after they listen to an Information mailbox greeting
3. Press 8 2 Press to open the Call Forward menu Press to turn Call Forward on or off e If Call Forward is on the voice prompt says Calls will be answered immediately All calls to your telephone are now answered by CallPilot e If Call Forward is off the voice prompt says Calls will ring at your set Press to turn Call Display on or off e If Call Display is on the voice prompt says Caller information will be displayed at your set e If Call Display is off the voice prompt says Caller information will not be displayed Replace the handset to end the session P0919417 02 2 Chapter 8 Call Forwarding your calls 61 Call Forward with Caller ID The Call Forward with Caller ID CLID feature is available only if your company subscribes to a CLID service If you are not sure whether your company subscribes to a CLID service ask your System Administrator CLID does not appear if the caller has a private or unknown telephone number You can set up Call Forward with CLID to screen calls forwarded to your mailbox If the feature is enabled you hear an Alert tone and the CLID information appears on the telephone display To talk to a caller who is forwarded to your mailbox press e to interrupt the call To turn Call Forward with CLID on or off 1 Press 9 6 ft Follow the voice prompts or the display button options on your telephone to open your mailbox 2 Press ADMIN or 8 J Press
4. 0 to open the Mailbox Options e Press Q e Press to open the Outbound Transfer menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press to open the Outbound Transfer menu e Go to step 3 Outbound fr ADMIN SELECT 3 Press AD IH or to set up Outbound Transfer or if you have previously set up Outbound Transfer press EHHG 4 Press FHOME to select an external phone as the destination Destination PHOWE EXT Fh RETR 5 Enter the destination phone number and press GK or J OF CallPilot Reference Guide 68 Chapter 9 Transferring calls lt x 6 Press OF or to accept the destination number represented by ACL Ok lt x gt or press ADD or 2 to add special characters For information refer to Adding special characters to a destination number on page 66 After you add special characters press K or to accept the destination number Transfer off Press CHHG or 1_ to turn Outbound Transfer on CHNG Te Transfer on CHHG QUIT 8 Press QUIT or 9 Press to end the session To set up Outbound Transfer to an extension 1 Press 9 fj Follow the voice prompts or the display button options on your telephone to open your mailbox 2 If you use the CallPilot interface e Press 8 0 to open the Mailbox Options e Press Q e Press to open the Outbound Transfer menu e Go to step 3 If you use t
5. 1 2 ps OK La ok f Wasne Paul Press JQ 8 0 If you use the CallPilot interface e Press MAME or to search the Company Directory e Go to step 3 If you use the Norstar Voice Mail interface e Press DIR or to search the Company Directory e Go to step 3 Use the dialpad buttons associated with the first three or four letters of the mailbox owner s name to locate and select the person s mailbox Enter the last name first name or both names depending on how your system is set up This display shows an example of a prompt for a mailbox owner s last name For example to enter the letters Wayn enter eJ 6 In this example the name of the mailbox owner Paul Wayne appears on the display and is announced To accept the mailbox owner press OK or or if you do not want the person who is shown press MEAT or to see the next matching name The greeting of the mailbox owner plays If the mailbox owner you select does not have a Personal greeting recorded and selected you hear their Company Directory recording P0919417 02 2 Chapter 7 Sending messages 49 Assigning message delivery options Use the procedure for the interface you use e To assign message delivery options NorstarVoice Mail on page 50 e To assign message delivery options CallPilot on page 51 Message delivery options Option Display Norstar
6. Return to Menu Part No P0919417 02 2 CallPilot Reference Guide RTEL NETWORKS 2 CallPilot Reference Guide Copyright 2001 Nortel Networks All rights reserved 2001 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 The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0919417 02 2 Contents Chapter 1 How to use this QUIGS se 6 icc nee essere einen keri midani a eee ae 7 Conventions and symbols used in this guide 000 eee eee 7 Chapter 2 Using CallPilol cs sccecdeeerceesceucukes wconees aan uni en 9 ON CAPIR NORS aeaee a aed bs whe Ai E E S A at 9 Aboutdisplay PONIES a 200e dekce ebdU SS kaadk BAAS REE SAR SESS K
7. 2 Enter the mailbox address or Group List address NBME POHE Press HAME or to use the Company Directory To HHHK 3 Press OF or to accept the address RETRY oh Press RETR to enter a new mailbox address SHEH 4 Record your message at the tone Recording 5 Press OF or to end your recording REREC OF or press FEREC to erase and re record your message P0919417 02 2 Chapter 7 Sending messages 47 Rec storred 6 Press FLAY or to listen to your message PLAY DEL SEHD or press SEHD or 7 Q to send the message now with the Normal delivery option or press DEL or 7 6 to erase and re record your message CallPilot Reference Guide 48 Chapter 7 Sending messages Searching the Company Directory If you know the name but not the mailbox number of someone you want to send a message to you can search the Company Directory You can find any initialized mailbox by searching the Company Directory By default you can press to search the Company Directory but the System Administrator can change the dialpad buttons If the Company Directory is not enabled e the GIF display option for Norstar Voice Mail does not appear on the display e the HAME display option for CallPilot does not appear on the display e you do not hear a the voice prompt that announces the dialpad buttons to press for the Company Directory To search the Company Directory Last name Wayne Paul RETR HEST
8. Changing your mailbox password 00 cece ete 20 Password look OUl cack cees sees ctenevssetieevetee asi benctokse ees 20 Pas Sel Pe OY serra carck eee ied Peete Seed aie a eS CES 20 Recording your name in the Company Directory 0000 cece eee 21 Assigning aTarget Attendant 0 002 c eens 22 CallPilot Reference Guide 4 Contents Chapter 4 Feature codes and mailbox options 00 02 eee eee ee eee 23 Feature CodeS 25 5024 5455e5hoe6 44550 00004 4504 eho eee eee eetecedounutad 23 Programming a memory button with a feature code 000 eee eae 24 CallPilot mailbox options 444cccae cade ek Rass bake Raed Leen TEEREE HORRY RA RSS 25 Norstar Voice Mail mailbox options 00 000 eee 25 Chapter 5 CHOCUIOS 6 660066 60 W5 1990s RHTETRSATIDED IETS DDER DEH S OTR D ESOS 27 Types of mailbox greetings 0c cece 27 Primary mailbox Grecting 2 sae detancccaceeresaavdedereeueeeor eres 27 Alternate mailbox greeting 00 cece eee 27 Personalized mailbox greeting 2 cee eee ee 28 Recording technique for mailbox greetingS 20020000ee 28 Recording a Primary or Alternate mailbox greeting 200000eeeeeee 29 Choosing a Primary or Alternate mailbox greeting 0000 cece eee 30 Recording a Personalized mailbox greeting 0 0c cece eee es 32 Deleting a Personalized mailbox greeting 000 c cee eee eee ees 33 Chapt
9. Press OK or to accept the stop time Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Press HEXT or to accept the start time that you entered or press CHNG or 1 to change the start time Press HEXT or to accept the stop time that you entered or press EHHG or 1 to change the stop time P0919417 02 2 Chapter 10 Off premise Message Notification 75 M59 ture new 16 Press OE or if you want to be notified when you receive a new OF Eee message or press CHHG or 1_ if you want to be notified only when you receive an urgent message Meg notify 17 Press to end the session ACMI SELECT CallPilot Reference Guide 76 Chapter 10 Off premise Message Notification To set up Off premise Message Notification to an extension Med notify ADMIH Destination PHOWE EXT Ext RETR Accert it RETR Start hme RETRY start timer RETRY AM fstart time RETRY p a a Stor hhmm RETRY sa i os Press J 8 1 Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e
10. need To retrieve an erased message Norstar Voice Mail After you erase a new or saved message the number of new or saved messages shown on the display is decreased by one Even though the display shows 0 new 0 saved you can still play and retrieve your erased messages Press FLAY or to listen to your erased message To retrieve an erased message CallPilot You can retrieve a deleted message A deleted message remains in your mailbox until you end the current CallPilot session Locate the deleted message Press 7 6 to restore the message After you play your erased message you can restore it If you end the current session without restoring the erased message it is permanently erased from CallPilot P0919417 02 2 Chapter 6 Accessing yourmessages 41 Screening your calls With Call Screening you can determine who is calling before you accept the call Call Screening applies only to external calls transferred from the Automated Attendant or from Custom Call Routing CCR See your System Administrator for information on CCR You can use Call Screening if e Caller ID CLID is not available e Caller ID is not a reliable indication of the caller identity e your telephone does not have display capabilities If Call Screening is enabled CallPilot asks the caller to record their name after the tone If the caller presses when they are asked to record their name the call goes back to the Automated Attendant The call
11. pele Hs Press K or to end the recording Accert name 4 Press OF or to accept the recording RETRY PLA DE or press PLAY or to listen to the recording or press RETR or to re record your name 5 Press to end the session CallPilot Reference Guide 22 Chapter 3 Setting up your mailbox Assigning a Target Attendant You can assign a Target Attendant to answer calls transferred from your mailbox The default Target Attendant for your mailbox is the CallPilot Operator The Target Attendant can be assigned to any valid extension After you assign yourTarget Attendant a caller who reaches your mailbox can press 0 to speak with the Target Attendant Remember to tell callers in your greetings that if they need assistance they can press 0 to speak to the Target Attendant For example Please press 0 to speak to my assistant To assign a personal Target Attendant 1 Press 9 8 fj Follow the voice prompts or the display button options to open your mailbox 2 If you use the CallPilot interface e Press 8 0 to open the Company Directory e Press ASST or to open the Target Attendant menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press to open the Target Attendant menu e Go to step 3 Atdt exti oper Press CHHG or 1_ to change the Target Attendant CHNG SeN The Atdt ext orer prompt shows that the current attendant is the CallPi
12. A CallPilot choice that is given to a user through voice or display prompts Password A four to eight digit number that is entered on the dialpad A password is used to open mailboxes or perform configuration tasks Pause You use pauses when you set up pager notification Each pause character that you enter makes the system wait four seconds before sending out the tones for the digits that follow For voice pagers enter pauses after the pager number to delay the start of the CallPilot voice prompt that activates the pager For alphanumeric pagers enter pauses after the pager number and before the digits that appear on the pager display Personal mailboxes Mailboxes assigned to users as a place to store messages Primary greeting The main greeting played in a Personal mailbox Programmable memory buttons On display telephones buttons that can store feature codes and numbers Recognize dial tone After accepting an Outbound Transfer or Off premise Message Notification destination phone number entering adds a D to the digit string CallPilot uses this to recognize dial tone when an access code is required Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the CallPilot default setting 0000 four zeros Special mailboxes The two mailboxes used by the System Administrator and designated CallPilot Operator The two Special mailboxes are the System Administrator Mailbox an
13. Outbound Transfer when CallPilot is behind a PBX If you have CallPilot installed behind a PBX and you want to access an outside line and recognize dial tone enter SJHJ4I2ISIEJEJEJejB 4 where accesses an outside line specifies the next digits are special characters recognizes dial tone specifies that the next digits are the numbers to be dialed 6 6 J 8 4 is the telephone number dialed i After you enter this dialing sequence the display shows 305551234 ALC OF P0919417 02 2 71 Chapter 10 Off premise Message Notification This chapter describes how to set up and change Off premise Message Notification and explains e About Off premise Message Notification e Setting up Off premise Message Notification e Changing Off premise Message Notification e Deleting a destination number e Adding a destination number e Turning Off premise Message Notification on or off About Off premise Message Notification You can program CallPilot to call you at a phone number an extension or a pager when you have a message Your System Administrator enables Off premise Message Notification If you program CallPilot to call you at a phone you are prompted to enter your password before you can listen to your messages You can receive notification of a message at a maximum of five different destination numbers When the number of retry attempts is reached for each destination number t
14. Press f to open the Off premise Message Notification menu e Go to step 3 Press APMIH or to set up Off premise Message Notification Press E amp T or to choose an extension as the destination Enter the destination number and press OK or J Press OK or to accept the destination extension The lt x gt represents the extension Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by zero Press AM or or PM or B Press OF or to accept the start time Enter the time when Off premise Message Notification is to stop This is a four digit field You must precede a single digit hour and minute with a zero P0919417 02 2 Chapter 10 Off premise Message Notification 77 stor timer RETRY AM 11 Pr stor timer RETRY 12 More dest VES HO pos CHHG Startstart time HEST Storitstor timet 15 HEAT CHHG Med Lyre new CHHG M Med notify ACMIM SELECT 16 ee Press AM or or PM or B Press OK or to accept the stop time Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Press HEXT or or press CHHG or Press HEAT or or press CHNG or 1 Press OK or f message or press CHHG or J to accept the start ti
15. Reference Guide 50 Chapter 7 Sending messages To assign message delivery options Norstar Voice Mail 1 Record your message using To record and send a message using the Open Mailbox feature Norstar Voice Mail on page 44 or To record and send a message using the Leave Message feature Norstar Voice Mail on page 46 wasne Pat 2 Press OFTS for delivery options OPTS cc SEHD Delivery options 3 Press CERT for Certified delivery and go to step 9 l CEET URGEMT Te or press U GEHT for Urgent delivery and go to step 9 or press OTHR for Timed or Private delivery and go to step 4 If PRI appears on the third display button the Timed delivery option is not available If you are using a one line display phone press for Private delivery or press for Timed delivery E ivers options 4 Press FRIU or 8 to send a message with a Private delivery option ete iE and go to step 9 or press TIME or to set up a delivery time for the message Time hhmm 5 Enter the time that you want to send a message using the Timed RETRY delivery option This is a four digit field Any single digit hour or minute must be preceded by a zero For example enter 0800 for eight o clock hime 6 Press AM or RETRY Ar Pr I or PM or 2 J hhimm amPr 7 Press OF or to accept the time you entered or press RETRY or RELY 1 to change the time Tu mm dd 8 Press CHNG or 1 _ to change the date shown to a
16. button options to open your mailbox i new saved 2 Press PLAY or 2 1 PLAY REC AGMTH End of message 3 After you listen to the message press REFL or P REPLY ERASE WEST Rerly tomsa 4 Press CALL or to call the caller MSG CALL GUIT ae press MSG or to record and send a reply P0919417 02 2 Chapter 7 Sending messages 55 To reply to an internal caller CallPilot 1 Press JQ ft Follow the voice prompts or the display button options on your telephone to open your mailbox 2 A mailbox summary is announced While you are in your message list you can play any message 3 Press to play the current message 4 Press Q to call the caller or press to record and send a reply CallPilot Reference Guide 56 Chapter 7 Sending messages Replying to an external caller You can reply to a message from an external caller if your company subscribes to CLID Before using the Reply option you must play the message Use the procedure that applies to the interface you use e To reply to an external caller Norstar Voice Mail on page 56 e To reply to an external caller CallPilot on page 56 To reply to an external caller Norstar Voice Mail 1 Press 9 1 Follow the voice prompts or the display button options to open your mailbox l new B saved 2 Press PLAY or 2 PLAY REC apie 2 End of message 3 After you listen to the message press REPL
17. cannot access it until you delete at least one saved message If you find that you need more message time in your mailbox ask your System Administrator to give you more storage space The wrong prompt language appears on the display of my phone If the wrong language appears on the display of your phone notify the System Administrator Outbound Transfer does not work Ensure that you have recorded the correct instructions for callers in your personal greeting In your greeting tell callers to press if you use the Norstar Voice Mail interface or Q if you use the CallPilot interface to reach you Refer to About Outbound Transfer on page 66 for information P0919417 02 2 Chapter 14 Troubleshooting 103 Ensure that the destination number you enter is not restricted For example if you cannot call long distance numbers from your phone you cannot set up Outbound Transfer to a long distance number Check to see if Outbound Transfer is turned on Refer to Turning Outbound Transfer on or off on page 69 for more information Off premise Message Notification does not work If Off premise Message Notification does not work ask the System Administrator to check the Off premise Message Notification parameters Also ask the System Administrator to check whether you are allowed to have Off premise Message Notification Ensure that the destination phone number and time parameters are correct Ensure that the destination numb
18. es Volume Control eT lt amp X Release wr Ris ee You can enter e J Feature _ or _Fx_ and the code to use a feature For example press e to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on 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 J Your active call 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 button Alternate extensions You can have up to two Alternate extensions for your mailbox If a caller dials the main extension an extension that has Alternate extensions assigned the call rings only at the main extension If the call is not answered and the caller leaves a message a message indicator appears at the main extension and any Alternate extensions You can access the message from Alternate extensions with the Open Mailbox feature Le QJ B 1_ the same way that you access messages from your main extension phone Only an extension without a mailbox assigned to it can be used as an Alternate extension If an Alternate extension is assigned to a
19. for that interface For information about determining which interface you use refer to Checking which mailbox interface you use on page 18 Some procedures apply to both interfaces If you are a new CallPilot user make sure you are familiar with how to operate your display telephone Refer to the User Card for your telephone For more information about using CallPilot ask your System Administrator Conventions and symbols used in this guide The following conventions and symbols are used to describe features and how they operate Convention Example Used for Word is in a special font in the top Pswd Command line prompts on display telephones line of the display Underlined word in capital letters FLAY Display button option Available on two line display shown in the bottom line of a telephones Press the button directly below the two line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option CallPilot Reference Guide 8 Chapter 1 How to use this guide P0919417 02 2 Chapter 2 Using CallPilot How CallPilot works CallPilot works with the telephone system to provide an automated receptionist service CallPilot answers incoming calls routes them to extensions and mailboxes in the system and provides message taking capability About display phones One line display phones You can use one l
20. mailbox Changing your mailbox password You can change your mailbox password at any time A password must be from four to eight digits long and cannot start with zero It is recommended that you change your password every 30 days Keep your mailbox secure by choosing an uncommon password not a predictable password like 1234 or 1111 Avoid giving your password to your co workers If someone else knows your password they can access your mailbox and listen to or delete your messages To change your password 1 Press RJBJEJ Follow the voice prompts or the display buttons to open your mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Password menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ALMIH or e Press PSWD or e Go to step 3 Powe 3 Enter your new mailbox password and press E or J RETRY OK Again 4 Re enter your new mailbox password and press GK or J RETRY OK 5 Press to end the session Password lock out For security reasons the System Administrator can assign each mailbox a maximum number of incorrect password attempts If the number is reached you are locked out You cannot access your mailbox until the password is reset Ask your System Administrator to reset the password Password expiry Mailboxes can be assigned a maximum number of days that a password remains active If you open your mailbox after your password expires you hear th
21. mailbox number or the Group List number or press DIR or to search the Company Directory Press SEHD or to send the message now with the Normal delivery option or press CC or to send this message to more than one mailbox owner with one set of delivery options applied to all recipients The display shows the name of the mailbox owner or Group in this example mailbox owner Pat Smith If you want to assign delivery options see To assign message delivery options Norstar Voice Mail on page 50 or press C to end the session P0919417 02 2 Chapter 7 Sending messages 45 To record and send a message using the Open Mailbox feature CallPilot To HAME SPEC pa Tol AAAS RETRY Ok To HAME SPEC DOME EMPTY REC Recordin REREC Ok Rec storred PLAY DEL SEHD Press J 8 1 Follow the voice prompts or display options to open your mailbox Press COMP or to enter the Compose Message option Enter the mailbox number or Group List address and press or press HAME or to search the Company Directory and go to step 5 The default to search the Company Directory is The System Administrator can change this number Press OF or to accept the address or press RETR to enter a new mailbox address and go to step 3 Press DOME or when you are finished entering addresses Press REC or and record your message at the tone Press OF or to end your recor
22. number length The number of digits allowed in a mailbox number Mailbox properties Mailbox properties are optional parameters in addition to the Class of Service values The mailbox properties are Include in Company Directory Alternate Extensions Express Messaging Line Call Screening Message Waiting Notification and Outdial route Message delivery options Message sending options for a message A message delivery option can be assigned to a message after it is recorded Message delivery options are e Normal e Certified Acknowledge e Urgent e Private e Timed Message Waiting Notification A display prompt that informs a mailbox owner when a message is left in a mailbox This feature is controlled by the Class of Service for your mailbox Never Full mailboxes Your CallPilot mailbox is equipped with the Never Full mailbox feature which lets an external caller leave a message in your mailbox even if the mailbox is full The message is stored but you cannot access it until you delete at least one saved message Off premise Message Notification The CallPilot feature that calls destination numbers that you set up to let you know you have a new or urgent message This feature is controlled by the Class of Service for your mailbox Operator Status The CallPilot indicator that determines if a company s receptionist or Designated Operator is available CallPilot Reference Guide 108 Glossary Option
23. phone with Caller ID CLID and Call Display is enabled CLID information appears on the display If the call is not answered the call goes to CallPilot and an audible tone occurs at all phones For information on enabling Call Display refer to Call Forward with Caller ID on page 61 You can intercept the caller by using the Interrupt feature 2 8 7 from any phone as long as the caller is still leaving a message For more information on Interrupt refer to Interrupting a caller on page 42 P0919417 02 2 Chapter 2 Using CallPilot 11 Using CallPilot with an analog terminal adapter or an analog station module One or more analog single line sets can be connected to telephone system using an Analog Terminal Adapter ATA or an Analog Station Module ASM This type of set works with Dual Tone MultiFrequency DTMF tones to allow access to CallPilot options through the dialpad only Rotary dials cannot be used internally with CallPilot To access CallPilot features such as Leave Message or Open Mailbox call the CallPilot extension and follow the voice prompts You can determine the extension by entering B on any display telephone You can also press e Link 2 8 _ to open your mailbox or e Link 9 8 0 to leave a message and follow the voice prompts Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and let
24. receives the same message If you are a member of the group you are addressing you do not receive a copy of the message If you need a Group List ask your System Administrator to create one for you Tell the System Administrator e the mailbox owners names e alist of the mailbox numbers e the Group List name Your System Administrator can publish a list of the mailboxes in each Group List If you know the number of the Group List e and you use the Norstar Voice Mail interface you can enter the Group List number instead of a mailbox number at the Mbox prompt e and you use the CallPilot interface you can enter the Group List number instead of a mailbox number at the To prompt If you know the name of the Group List e and you use the Norstar Voice Mail interface enter the name of the Group List in the Company Directory at the DIF prompt e and you use the CallPilot interface enter the name of the Group List in the Company Directory at the HAME prompt Forwarding a copy of a message to one or more recipients You can forward a copy of a message during or after playing the message When you forward a copy of a message to a mailbox you can record an introduction to the message If you use the Norstar Voice Mail interface your introduction must be at least three seconds long After you record an introduction to the message and enter the mailbox number your introduction and a copy of the message are automatically sent to the m
25. represents the type of destination phone or extension Destination 5 Press PAGER or 8 to choose a pager number destination PHOHE EXT PAGER Pager 6 Enter the pager number and press OK or to continue RETRY OK lt x gt 7 Press OK or to accept the destination pager number represented ADD OF by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or J CallPilot Reference Guide 90 Chapter 10 Off premise Message Notification Show ieee gt CHHG HET Hotifyl pager CHHG HET Hore dest VES HO Med tyre new CHHG se Med notify ACMI SELECT 10 11 12 Press HET or to accept the default pager message represented by lt xxxx gt The default pager message that CallPilot sends is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHHG or fi_ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows notification is set up to a pager Press HEXT or to continue Press YES if you want to set up another destination number or press HO if you do not want to set up another destination number Press OF or if you want to be notified when you receive a new messa
26. you are in Europe or Australia press 8 8 Follow the voice prompts to enter your mailbox number and password Ifyou are calling from your Nortel Networks phone press e e t Follow the voice prompts or the display buttons to open your mailbox 2 Press 0 J followed immediately by to search the Company Directory This is the default Company Directory number The System Administrator can change the Company Directory number If you don t know the number press 3 Enter the last name then the first until your call is placed For instructions on entering the name refer to Searching the Company Directory on page 48 To use Thru Dial to reach your Target Attendant Your Target Attendant is the number of the person your callers reach when they press zero 1 Open your mailbox e If you are calling remotely press during your greeting to open your mailbox If you are in Europe or Australia press 8 8 Follow the voice prompts to enter your mailbox number and password e If you are calling from your Nortel Networks phone press eJeJa Follow the voice prompts or the display buttons to open your mailbox 2 Press 0 then wait for the call to be answered by your Target Attendant For information on setting up a Target Attendant refer to Assigning a Target Attendant on page 22 P0919417 02 2 59 Chapter 8 Call Forwarding your calls You can call forward your calls if you do want your calls to go t
27. 0 Off premise Message Notification 87 To change the destination from pager to phone or extension Med notify ADMIN SELECT Modifyirager CHHG MET Destination PHOME ET PAGER eXMERME I RETR OK Hotifuics gt CHHG HEXT More dest VES HO 1 Press e t Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press APMIH or to change Off premise Message Notification The display is a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number Choose the type of destination number press PHOHE or to choose a phone number destination or press EST or to choose an extension destination Enter the destination number you want to set up Off Premise Message Notification for lt x gt represents the destination number Press OF or to accept the destination number or press RETR or to re enter the number Press HEAT or to continue Press YES or if you want to set up another destination and repeat steps 6 through 8 or press HO or if you do not want to set up another des
28. CallPilot Description button Voice dialpad Mail button dialpad button Normal SEND E 7 B Sends a message with a Normal delivery option Certified CERT Sends you notification that your message has been Acknowledge or received and played ACE Urgent URGENT Plays messages marked Urgent before other messages in the mailbox Urgent messages are preceded by the m voice prompt This message is urgent Other Accesses the Private and Timed delivery options If OTHE FFIN or ACE appears instead of OTHF the Timed delivery option is not available Private 1 Private messages cannot be forwarded to another PRIV mailbox Timed TIME Lets you assign a delivery time to the message or 6 TIMED The Certified Acknowledge and Timed delivery options are available only if you call from a telephone that has a mailbox associated with it Messages sent with the Timed delivery option are delivered at the time that you specify If you use the Timed delivery option you first enter the time including a m or p m You are then prompted to accept or change the date which defaults to today or tomorrow and you can accept the date that corresponds to the next occurrence of the specified time Dates are shown by month and day and the year is inferred If the month and day are earlier than the current date the next year is assumed When the specified time and date occurs the message is sent You cannot cancel the message prior to delivery CallPilot
29. CallPilot Reference Guide 98 Chapter 12 Broadcast and Information messages Recording an Information mailbox greeting Before you record an Information mailbox greeting you must determine what the greeting includes Be sure to include important times and dates For example Paddy s Dance Studio proudly presents an extravaganza of dance The entertainment begins at 8 00 pm on the fourth of July Toddlers tap is in the White Room Folk dance is in the Green Room Classical ballet is in the Pink Room Contemporary jazz is in the Blue Room The studio and recital rooms are located at 222 Main Street Write the greeting down and practice reading it aloud When you are confident the greeting includes everything you want it to record the greeting If you are using a phone system with bilingual capability you must record the Information mailbox greeting in both languages An Information mailbox greeting can be either a Primary or an Alternate mailbox greeting To record an Information mailbox greeting Press eej Enter the mailbox number and password then press OK or f Log QUIT RETRY DE The System Administrator creates the password when they initialize the mailbox Ask the System Administrator for the Information mailbox password Primary Greeting 2 Press REC or ff REC FLA UIT Record greeting 3 At the sound of the tone record the Information mailbox greeting RETRY RAUSE 0K Press Ok or whe
30. EL BARES KROES 9 One line display phones 2 40 c0000 beens e vues wees eee nee eee ee nee 9 Two ine display PINES is cee ies 6 wR Ee oh wee Reale we 9 ARGU SDI DUNONG ieedesiettepeneheduiigeahe narar eSa EsAN 10 Atema EDSON 24 454 44640454 4NE SON EEEE NEEN A 1 0 Using CallPilot with an analog terminal adapter or an analog station module 11 Using the dialpad lt ccsicceee8edea cece eetededeareaedevereneeneneenas 11 GaliPilotyoce BIDINPIS sitrrrrisreri trr tin ses eee Odes AEE EAR 12 intemuping a voite DIGIT tc denen Sense peee teas krt tr ETETE EO ieee 12 Aulomated ANCHO serrr skew ee eee eee irer ES EERE EEE REAR EERE 13 TPR a TEU a i ded cn ines A eats Soe teat chal cade paid ais kc wane aoa ag a 14 SUPSCHbEr MADOX pa encderice shares ends obese out eee ke eeees eke eae 14 Guest MADOR 22a bade eaeee tees pees etree eee hews a a a peat eee 14 SEN IIS eroii oe Be cornea EEE TEE Go nes ek ace coment Miele EIERE 14 Special MAIDOXES cchscccbasieee ewe weseo ees Bee Ee ee es Peweee Res BORE 15 General Delivery Mailbox 00 00 cee ee 15 System Administrator Mailbox 0 0 000 cee eee 15 Chapter 3 Setting Up your MADOX 2o 2c cect ede cds civeoscoueweens nsina 17 initalzng your MaAlDOX isrirrrsidriinrsar keri deh a A rA a 17 Checking which mailbox interface you use 2 2 0 6 aeaaaee 18 Opening your MADOX sce cae s cob cee stapana ki Dan eama KECE E E SRS ORARI 19 Opening your mailbox remotely 0 00 c eee eee 19
31. GREET or 2 Greeting options 3 Press EFWE or B REC CHOOSE CFWD Forward calls 4 Press YES or ff to have your calls go to CallPilot without ringing no at your phone or press HO or to have calls ring at your set Era galleri Y 5 Press HHG or to turn Call Display on or off CHHG QUIT 6 Press to end the session Call Forward on Busy overrides CLID If your display telephone is assigned Call Forward on Busy CLID information does not appear on the display Call Forward on Busy is a feature that forwards your calls to another designated telephone or extension if your telephone is busy Call Forward on Busy is assigned by the System Administrator CallPilot Reference Guide 62 Chapter 8 Call Forwarding your calls P0919417 02 2 63 Chapter 9 Transferring calls This chapter describes transferring calls and explains Transferring calls to a CallPilot mailbox Transferring a mailbox owner s call to their mailbox Transferring a call to Custom Call Routing CCR About Outbound Transfer Setting up Outbound Transfer Adding special characters to a destination number Setting up Outbound Transfer Turning Outbound Transfer on or off Optimizing Outbound Transfer Transferring calls to a CallPilot mailbox With the Transfer feature R 8 6 you can transfer a call from your business telephone directly to a mailbox on the CallPilot system Transferring calls to a CallPilot mailb
32. HO or if you do not want to set up another destination number Press OK or to be notified when you receive a new message or press CHNG or 1 to change the message type to be notified only when you receive an urgent message Meg notify 10 Press to end the session CallPilot Reference Guide 80 Chapter 10 Off premise Message Notification To set up Off premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers The following steps show you how to enter a phone number destination and then add a pager destination for the first time Med notify ADMIN SELECT Destination PHOME ET PAGER Fh RETR Ok lt x gt ADD Ok Start hhmmi RETR OK start timer RETRY AM PH Press J eJ 6 LJ Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press f to open the Off premise Message Notification menu e Go to step 3 Press APMIH or to set up Off premise Message Notification Press FHOHE or to choose a destination phone number Enter the destination phone number and press OK or The destination phone
33. IH or 1_ to set up Off premise Message Notification ADMIN SELECT Destination 4 Press FHOHE or 1 to choose a phone number destination PHOHE ExT PAGER Ph 5 Enter the destination phone number and press GK or The Saly OF destination phone number is a maximum of 30 digits CallPilot Reference Guide 74 Chapter 10 Off premise Message Notification lt x ACD 0 Start hme RETRY OF start timer RETRY AM pr fstart timer RETRY 0E Stor hhmm RETR Ok stor timer RETRY AM PH stor timer RETRY More dest VES HO CHHG Startistart timer HEYT Stor stor time CHHG HEST J 6 10 11 12 13 14 15 Press OE or to accept the destination phone number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press K or to accept the destination number Enter the start time for Off premise Message Notification This is a four digit field You must precede a single digit hour and minute with a zero Press AM or or PM or B Press OF or to accept the start time Enter the time when Off premise Message Notification is to stop This is a four digit field You must precede a single digit hour and minute with a zero Press AM or or PH or 2
34. Ms options Press ACK or to send a message with a Private delivery option aaa LE and go to step 9 or press TIME or 6 to set up a delivery time for the message Time hhmm 5 Enter the time that you want to send a message using the Timed RETE delivery option This is a four digit field Any single digit hour or minute must be preceded by a zero For example enter 0800 for eight o clock hih srm 6 Press AM or RETRY Ar Pr or PH or 2 CallPilot Reference Guide 52 Chapter 7 Sending messages hhmm amem 7 RETRY Ok Tu mm dd CHHG HSATDAY OK Press OF or to accept the time you entered or press FETR or to change the time Press CHHG or to change the date shown to a different date Press HTA to change the date to the next day the day after the date that is shown Press OK or to accept the date shown which defaults to today or tomorrow and select the one that corresponds to the next occurrence of the specified time Press 7 QJ to send this message now or press 7 OJ to cancel all delivery options 10 Press CC to end the session P0919417 02 2 Chapter 7 Sending messages 53 Sending a message to more than one recipient Sending a message to a Group List A Group List is a list of mailbox owners If you have a group of people that you frequently send messages to you can send the message to a Group List When you send a message to a Group List each mailbox owner in the Group List
35. Voice Mail interface e Press ADMIH or e Press GREET or e Go to step 3 Greeting options Press FEC or f D FEC CHOOSE CFW 4 Press FRIME or to record the Primary greeting or press ALT or to record the Alternate greeting If you are changing a greeting the current greeting starts to play Greeting PRIME ALT PERS Hot recorded Record row VES HO GUIT Record greeting RETRY Ok Accert greeting RETRY PLAY DEJ If this is the first time you are recording a greeting this display appears briefly Press YES or and record your greeting at the tone Press OF or to end the recording Press OF or to accept the recording or press PLAY or to listen to the greeting or press RETR or to rerecord the greeting Press to end the session CallPilot Reference Guide 30 Chapter 5 Greetings Choosing a Primary or Alternate mailbox greeting If you record a Primary and an Alternate mailbox greeting you must choose which greeting plays If you do not choose a greeting the Primary mailbox greeting plays automatically If you choose the Alternate mailbox greeting you must set whether the mailbox accepts messages If you choose Yes your mailbox receives messages in the normal way If you choose No e Messages cannot be left in the mailbox e The Alternate mailbox greeting takes precedence over all other greetings e Ifa caller presses a button to fast forwa
36. XT Msg notify 7 Press to end the session ACMI SELECT CallPilot Reference Guide 92 Chapter 10 Off premise Message Notification Adding a destination number Use this procedure if you have set up Off premise Message Notification and you want to add another destination number You can have up to five destination numbers To add a destination number Med notify ADMIN SELECT Hotifyics gt CHHG NEXT More dest VES HO SETUP Hotify2 none NEXT Press C JQ 8 J Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ACMIH or to set up Off premise Message Notification Press HEXT or to continue Press YES or iJ to set up another destination number Press SETUP or to set up another destination number and follow the steps in To set up Off premise Message Notification to a phone number on page 73 or To set up Off premise Message Notification to an extension on page 76 or To set up Off premise Message Notification to a pager on page 78 P0919417 02 2 Chapter 10 Off premise Message Notific
37. Y or 9 J a a REFL ERASE NEsT CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press RJBJEJ Follow the voice prompts or the display button options to open your mailbox 2 A mailbox summary is announced While you are in the message list you can play any message 3 Press to play the current message 4 Press P to call the caller CallPilot dials the external number directly P0919417 02 2 Chapter 7 Sending messages 57 Placing a call with Thru Dial With Thru Dial you can call another number while you are logged on to your mailbox or if you call someone s extension and reach their voicemail Note Thru Dial is available only if you use the CallPilot interface gt If you use the Norstar Voice Mail interface Thru Dial is not available The System Administrator can restrict the numbers that you can dial so ask your System Administrator if you can use Thru Dial When to use Thru Dial When you are making a call you can make a second call without hanging up and dialing a second number by using Thru Dial This is especially useful if you are at a pay phone Use Thru Dial if you want callers to be able to dial another number to reach your Target Attendant which you can change to be an out of office number or maybe another contact person if you re not available When you are making calls from a hotel you can avoid toll charges by using Thru Dial to call oth
38. again to turn Outbound Transfer off Press QUIT or Press to end the session CallPilot Reference Guide 70 Chapter 9 Transferring calls Optimizing Outbound Transfer When CallPilot transfers a call to an external telephone number using Outbound Transfer two lines are used An incoming line connects a caller to a mailbox and an outgoing line transfers a caller to an Outbound Transfer telephone number Both lines remain in use while the caller connects to the Outbound Transfer telephone number To optimize the use of CallPilot lines the Outbound Transfer call to an external telephone number can transfer to the incoming line to make the outgoing call This type of transfer is called a Link transfer Note You can perform a Link transfer only if the CallPilot line is equipped with Link transfer capability The most common type of line that supports Link transfer is a Centrex line If Link transfer is programmed for an Outbound Transfer and your CallPilot lines do not support this feature the caller is disconnected Ask your System Administrator before programming a Link transfer To perform a Link transfer with Outbound Transfer you must add before the Outbound Transfer telephone number For example the telephone number looks like ISjJGJEJHJe B 4 where instructs CallPilot to use the incoming line to perform the transfer e 5 6 6 J 4 is the telephone number dialed Programming
39. ailbox you selected You can then send an additional copy of the introduction and the message to another mailbox or quit and return to the Listen to Messages menu You can forward copies to as many mailboxes as you want Note You cannot forward Private messages gt For more information on playing your messages refer to Playing your messages on page 36 CallPilot Reference Guide 54 Chapter 7 Sending messages Replying to messages You can reply to internal and external callers You can reply to a message from an external caller if your company subscribes to CLID Use the procedure for replying to messages that applies to the interface you use e To reply to an internal caller Norstar Voice Mail on page 54 e To reply to an internal caller CallPilot on page 55 Replying to an internal caller If you use and you want to press Norstar Voice Mail reply to the caller s CALL to transfer to the internal caller s extension extension leave a message in the H amp G to record and send a reply to the internal callers caller s mailbox mailbox CallPilot reply to the caller s Call Sender P to transfer to the internal caller s extension extension leave a message in the keela Z to record and send a reply to the caller s mailbox internal caller s mailbox To reply to an internal caller Norstar Voice Mail 1 Press 9 1 Follow the voice prompts or the display
40. al business phone call consists of making small talk pleasantries and other socializing Sending a message rather than making a call can save you time Try to avoid sounding hurried or rude while restricting your messages to the essentials Change your Primary greeting frequently It is a good idea to change your Primary greeting on a regular basis Change your greeting to indicate that you listen to your messages and maintain your mailbox on a regular basis Change your Primary greeting to provide a personal touch that frequent callers appreciate Make your Alternate greeting specific Choosing an Alternate greeting usually means you are away from the office If you are out of the office indicate in your Alternate greeting when you expect to return If you will be checking your mailbox while you are out of the office include that in your message If callers can reach you at another phone number ensure that your message includes the phone number and the time period of the temporary arrangement If you are going to be out of the office remember to forward your phone to CallPilot Use an Extended Absence Greeting Begin this greeting by announcing your vacation or travel plans This gets the attention of the caller For example Vacation alert Hi this is Marshall I will be on vacation starting on the 5th and I will be returning to work on the 12th If you care to do so please leave a message and I will return your call when I return from vacat
41. allers with the voice prompts associated with entering a mailbox number entering the extension using the Company Directory leaving a message reaching the Operator selecting an Alternate Language there is no voice prompt for this option Tf CallPilot is installed with bilingual capabilities callers can press Q to hear voice prompts in the other language When a caller selects an option the Automated Attendant responds to the command either by routing the call to an extension or mailbox within your company or by directing the caller to the Company Directory or the Operator CallPilot Reference Guide 14 Chapter 2 Using CallPilot Types of mailboxes A mailbox is a storage place for messages There are three types of mailboxes e Subscriber mailboxes which include Guest mailboxes e Information mailboxes e Special mailboxes which include the General Delivery Mailbox and the System Administrator Mailbox Other types of mailboxes are available on your system if you have the Network Messaging or the Fax option installed Subscriber mailbox Most users have Subscriber mailboxes A Subscriber mailbox is assigned by the System Administrator and is maintained by the mailbox owner A Guest mailbox is a type of Subscriber mailbox A Subscriber mailbox can be assigned to each mailbox owner who has an operating display telephone with an extension Guest mailbox Guest mailboxes provide temporary employees and guests
42. announcement Your mailbox is full You must erase some messages before you can listen to new messages If your mailbox is full you cannot leave a message in another mailbox create a new message copy send or reply to a message until you delete at least one existing message The Never Full mailbox feature is not available to internal callers Internal callers cannot leave messages in mailboxes that are technically full CallPilot Reference Guide 36 Chapter 6 Accessing your messages Playing your messages Use the procedure for playing your messages that corresponds to the interface you use e To play your messages NorstarVoice Mail on page 36 e To play your messages CallPilot on page 38 To play your messages Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface Z newn saved PLAY REC m 1 Pressl JQ9 8 f Follow the voice prompts or the display button options on your telephone to open your mailbox Press FLAY or to listen to your messages For other options refer to the table Playing your messages Norstar Voice Mail on page 36 3 Press to end the session The table Playing your messages Norstar Voice Mail shows the message options available to you during and after playing messages Playing your messages Norstar Voice Mail Option Button Available Available Description whil
43. ation 93 Turning Off premise Message Notification on or off You can turn Off premise Message Notification on or off at any time If you turn Off premise Message Notification off you do not affect any of the assigned parameters To turn Off premise Message Notification on or off 1 Press Qj e f Follow the voice prompts or the display button options to open your mailbox 2 If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Meg notifs 3 Press SELECT or 2 to set up Off premise Message Notification ADMIN SELECT Hotit on 4 Press CHNG or 1_ to turn Off premise Message Notification off if CHNG TIME Of it is on as shown Hotify off 5 Press OK or CHHG TIME Ok or press TIME to review the start and stop time parameters Mailbox admin 6 Press to end the session GREET PSWD QUIT CallPilot Reference Guide 94 Chapter 10 Off premise Message Notification P0919417 02 2 95 Chapter 11 Recording a call About Call Record With Call Record 2 8 QJ you can record an active telephone call and put the resulting message in your mailbox Before you activate Call Record ask the parties on the call for permission
44. box and other CallPilot features and encourage your co workers and frequent callers to use them too Report problems promptly If you encounter problems using CallPilot report the trouble to the System Administrator as soon as possible P0919417 02 2 101 Chapter 14 Troubleshooting This chapter describes some problems that can occur when you use CallPilot Some typical problems are listed and what to do if they occur The Automated Attendant transfers some callers to the General Delivery Mailbox CallPilot requires a tone signal and a minimum voice level If CallPilot does not receive a response the caller is automatically transferred by the Automated Attendant to the CallPilot operator If the operator is not available the call transfers to the General Delivery Mailbox Possibly the extension called does not have a mailbox assigned to it Ask your System Administrator to verify that the mailbox is assigned to the extension Feature 981 produces a LOG prompt on my phone display Possible causes of the Log prompt e The extension you are using does not have an operating mailbox If the extension does not have a mailbox CallPilot requests both a mailbox number and a password e The extension is a Guest mailbox which normally does not have an assigned extension Ask your System Administrator to verify that your extension is properly assigned to your mailbox cannot forward my phone to CallPilot If you try to forwar
45. caller can use Outbound Transfer from any tone dial telephone and you can direct your Outbound Transfer calls to any telephone You can tell callers about this feature in your personal greeting If you inform callers of this feature in your mailbox greeting you must tell them what number to press to transfer e If you use the NorstarVoice Mail interface tell callers to press e If you use the CallPilot interface tell callers to press Q J For example Hi This is Brenda Whately I m away from the office today Please leave me a message after the tone and I will return your call as soon as possible If you need to reach me before tomorrow press and you will be transferred to my cell phone Thanks Note The restrictions that apply to your telephone line also apply to Outbound Transfer numbers For example if you cannot dial long distance telephone numbers from your telephone you cannot have a long distance Outbound Transfer destination If your mailbox is restricted to extension destinations for Outbound Transfer see your System Administrator For Outbound Transfer to function properly you must have a greeting recorded When you set up Outbound Transfer you can add special characters to the destination number Refer to Adding special characters to a destination number on page 66 for more information Adding special characters to a destination number Special characters are pauses or other dialing instructions tha
46. ceiving calls at phone numbers or extensions Pagers are notified any time there is a qualifying message e types of message you want to receive all new messages or just urgent messages Note The restrictions that apply to your phone line also apply to Off premise Message Notification numbers For example if you cannot dial long distance phone numbers from your phone you cannot have a long distance Off premise Message Notification destination number P0919417 02 2 Chapter 10 Off premise Message Notification 73 Setting up Off premise Message Notification Follow these instructions if you are setting up Off premise Message Notification for the first time If you have already set up Off premise Message Notification refer to the section Changing Off premise Message Notification on page 83 To set up Off premise Message Notification to refer to a phone number page 73 an extension page 78 a pager page 78 To set up Off premise Message Notification to a phone number 1 Press eJeJEJ Follow the voice prompts or the display button options to open your mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Meg notifs 3 Press ADM
47. d the General Delivery Mailbox System Administrator The person who configures updates and maintains the CallPilot system System Administrator Mailbox One of the two Special mailboxes This mailbox is used by the System Administrator for sending Broadcast Messages This is also the System Administrator s Personal mailbox Touch tone phone A push button telephone that emits DTMF tones Voice prompts The prerecorded voice instructions that play when you access CallPilot features and options P0919417 02 2 109 Index A Alert tone 61 Alternate greeting 27 99 Alternate Language 13 Analog station module ASM 11 Analog terminal adapter ATA 11 Automated Attendant 41 101 Broadcast message about 97 recording 97 C Call Forward canceling 59 remote setting up 60 setting up 59 with CLID setting up 61 Call Forward on Busy overrides Caller ID 61 Call Record 42 Call Screening 41 Caller ID 28 32 38 41 61 interaction with Call Forward on Busy 61 CallPilot default password 17 how callers reach 35 using with rotary dial telephone 35 using with touch tone telephone 35 Calls interrupting 61 transferring to General Delivery mailbox 35 to Operator 35 to receptionist 35 CCR Information message 65 Character limit for Off premise Message Notification destination pager number and message 78 for Off premise Message Notification destination number 79 81 90 for Outbound Transfer destination te
48. d your extension to CallPilot and the display shows Hot in service you can be forwarding to the wrong extension number Use J to verify you are calling the correct CallPilot extension number My mailbox is not accepting messages Make sure your mailbox is initialized A mailbox cannot receive messages until it is initialized by the owner Refer to Initializing your mailbox on page 17 Make sure your mailbox is not full Refer to My mailbox is full on page 102 If you are using an Alternate greeting check if you have set up your mailbox to accept messages Refer to Choosing a Primary or Alternate mailbox greeting on page 30 My name does not play in the Company Directory Check to ensure that your mailbox is initialized If it is not initialized your name does not play in the Company Directory and your mailbox cannot receive any messages If you have recorded your Company Directory name ask your System Administrator to ensure that the Company Directory is available CallPilot Reference Guide 102 Chapter 14 Troubleshooting forgot my mailbox password A forgotten password cannot be recovered Your old password must be reset to the default password of four zeroes 0000 After the System Administrator resets your password you must open your mailbox and change the default password My mailbox is locked Your mailbox is locked if you attempt to access your mailbox and you hear the recording This mai
49. different date CHHG HsTOA Y OK Press HATDAY to change the date to the next day the day after the date that is shown Press OE or to accept the date shown which defaults to today or tomorrow and select the one that corresponds to the next occurrence of the specified time P0919417 02 2 Chapter 7 Sending messages 51 Wane Pat 9 Press SEHD or to send the message now OPTS CC SEHD or press to cancel all delivery options Anew 8 sawed 10 Press to end the session PLAY REC ADMIN For more information about the message delivery refer to Message delivery options on page 49 To assign message delivery options CallPilot 1 Record your message using To record and send a message using the Open Mailbox feature CallPilot on page 45 or To record and send a message using the Leave Message feature CallPilot on page 46 2 Press 7 0 for message options This is a voice prompt option and does not appear as a display button option Me9 oFtions Press URG or for Urgent delivery and go to step 9 URG FFI mE a O p or press FRIN or for Private delivery and go to step 9 or press THF for Acknowledged or Timed delivery and go to step 4 If ACE appears on the third display button the Timed delivery option is not available If you are using a one line display phone press for Private delivery or press 6 for Timed delivery
50. ding or press FEREC to erase and re record your message Press FLA or 2 to listen to your message or press SEHD or 7 R to send the message now with the Normal delivery option or press DEL or 7 6 and press 5 to erase and re record the message If you want to assign delivery options see To assign message delivery options CallPilot on page 51 or press C to end the session CallPilot Reference Guide 46 Chapter 7 Sending messages To record and send a message using the Leave Message feature Norstar Voice Mail 1 Press l Q 8 0 Hbo Enter the mailbox number or Group List number If you do not DIR QUIT know the mailbox number press DIF or to use the Company Directory Record message 3 When you hear the tone record your message ine De EE as You can press PAUSE or to stop your recording and press COHT or to continue recording your message or press RETR to erase and re record your message Record message 4 Press OK or to end your recording RETRY PAUSE OF Message options 5 Press SEHC or or replace the handset to send the message using RETRY ELAY _ the Normal delivery option or press PLAY or fi to listen to your message or press RETR or to erase and re record your message or press to change the delivery options To record and send a message using the Leave Message feature CallPilot 1 Press 9 O To
51. e e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH or to set up Off premise Message Notification Press CHHG or to change the destination Press FHOME or to choose another phone number destination or press EST or to choose an extension destination or press PAGER or to choose a pager number destination Enter the destination number and press OK or The destination phone number cannot be longer than 30 digits Press OF or to accept the destination number or press RETR or to re enter the destination number Press HET or to continue or press CHHG or to change the destination and repeat steps 6 through 8 Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number CallPilot Reference Guide 86 Chapter 10 Off premise Message Notification Start start time 10 Press CHNG or 1 to change the start time CHHG MEST or press NEXT or to accept the start time Stor itstor timer 11 Press CHNG or 1 to change the stop time CHHG MEST or press HET or to accept the stop time E tyretnew 12 If you want to change message notification ne press EHHG or 1_ if you want to be notified only when you receive an urgent message Press DE or f Meo notify 13 Press to end the session ACMI SELECT P0919417 02 2 Chapter 1
52. e 13 Leave Message feature 11 Listening to your messages see Playing your mailbox messages Mailbox full 35 initializing 17 setting up 27 Mailbox greetings see Greetings Mailbox password changing 20 Mailboxes General Delivery purpose 15 Guest 14 Information 14 Special 15 Subscriber 14 Making selections using the dialpad with a one line display telephone 9 Menu Home CCR 65 Message Delivery options Private 49 Messages copying 36 cut off 102 deleted retrieving 37 deleting 36 39 erasing 36 39 forwarding 39 listening to see Messages playing minimum recording length 43 playing 36 pausing 37 rewinding 36 38 skipping forward 37 38 skipping toend 36 the envelope 36 38 playing the next 37 38 playing the previous 37 38 Private cannot copy 53 quitting 37 replaying 37 replying to 37 39 saving 37 silence timeout 43 N Name recording in Company Directory 17 removing from Company Directory 21 Never Full mailbox feature 35 O Off premise Message Notification 71 changing parameters 83 destination number character limit 79 81 90 destination pager number and message character limit 78 feature restrictions 72 not working 103 setting up to a pager number 78 to a telephone number 73 to an extension number 76 to wrong destination 71 P0919417 02 2 Index 111 Off premise Message Notification parameters destination telephone number 72 destination type 72 time range 72 types of me
53. e after playing playing Back up Rewinds the message nine seconds and resumes playing or Y u lt lt lt Copy Sends a copy of the message to one or more mailboxes r Vv Vv If you record an introduction it must longer than three seconds COPY End of Goes to the end of the message Message Y gt gt gt gt gt gt Envelope Plays the information in the message envelope Envelope Vv Vv information includes the date and time the message was sent and if the message is internal the directory name of the sender Erase Deletes the message currently playing If no messages ol Vv Vv are playing deletes the last message played Deleted messages remain in your mailbox until the session is ERASE ended Refer to Notes 1 and 2 on page 37 P0919417 02 2 Chapter 6 Accessing yourmessages 37 Playing your messages Norstar Voice Mail Option Button Available Available Description while after playing playing Forward Advances the message nine seconds and continues o Y playing from that point A message can be forwarded as many times as required gt gt gt Next 6 Plays the next message in the skillset mailbox If you use Y Y this while a message is playing it stops playing the current message and plays the next message in your mailbox Pause Temporarily stops a message When you stop the Continue or message you can play the previous message continue Y playin
54. e appropriate procedure More dest 5 Press HO or to continue VES HO CallPilot Reference Guide 84 Chapter 10 Off premise Message Notification Startitstart timer 6 CHHG HEMT Stor stor timer CHHG E LYRE new CHHG a j Med notify ADMIN SELECT 9 Press CHHG or to change the start time or press HEST or to accept the start time Press CHHG or to change the stop time or press HEXT or to accept the stop time Press CHHG or to change the message type to urgent Press OF or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message type to urgent to be notified only when you receive an urgent message Press to end the session P0919417 02 2 Chapter 10 Off premise Message Notification 85 To change the destination from phone to another destination Med notify ADMIH SELECT Hotify Phone CHHG HEMT Destination PHOHE ExT PAGER lt x gt RETRY DE Accert srs RETRY DE Hotifuicx gt CHHG HEMT More dest VES HO 1 Press e t Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interfac
55. e message Your current password has expired You must change your password Please enter your new password then press P0919417 02 2 Chapter 3 Setting up your mailbox 21 Recording your name in the Company Directory The Company Directory is a list of mailbox users on the CallPilot system Before you can use your mailbox to receive messages you must record your spoken name in the Company Directory It is a good idea to include your mailbox number in your Company Directory recording For example Pat Smith mailbox 5813 This establishes your voice name in a directory that is used by other CallPilot users and outside callers who use the Company Directory If you do not want your name in the Company Directory tell your System Administrator The Company Directory feature can be disabled by the System Administrator If you do not know whether you have this feature ask your System Administrator You can change or re record your name in the Company Directory at any time To record your name in the Company Directory 1 Press Qj e f Follow the voice prompts or the display button options to open your mailbox 2 If you use the CallPilot interface e Press R to open the Company Directory e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 1_ This is a voice prompt and does not appear as a display button e Go to step 3 Record name 3 At the tone record your name
56. eeessdsss 59 Call Forwarding your calls to your mailbox 0 0 0 0 cc eee 59 Setting up Call Forward remotely 0 0 0 c cc ete 60 Call Forward with Caller ID s 22 coke eset pees eee deeds eek e Eee ope kee Seow es 61 Call Forward on Busy overrides CLID 000 00 eee eee 61 Chapter 9 Tra sieming Calls iciiasdiscses ceeds disersanssns etra otiia nd wads 63 Transferring calls to a CallPilot mailbox 0 0 0 0 0 tees 63 Transferring a mailbox owner s call to their mailbox 02 00000 ee 64 Transferring a call to Custom Call Routing CCR 000 0c eee eee eee 65 About Ouibound ANSE lt s6cc7d0 246e20608i260024006064e644505440540008 66 Adding special characters to a destination number 2055 66 Setting up Outbound Transier venetian seed eakedeae ban neweene eae eas 67 Turning Quibound Transfer on or Off visa cei e eee edie eee ee bees d a eee eS 69 Optimizing Outbound Transier 205 408 crnisss eee ded ee ee kde ee ew 70 Programming Outbound Transfer when CallPilot is behind a PBX 70 Chapter 10 Off premise Message Notification 0 cece eee 71 About Off premise Message Notification 0 00 cece ee 71 Off premise Message Notification parameters 0000000 eee 72 Setting up Off premise Message Notification 0 0 ccc cece eee 73 Setting up Off premise Message Notification to a pager number 78 Example of a destination pager nu
57. ept the destination pager number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or J Press HEXT or to accept the default pager message represented by lt xxxx gt The default pager message that CallPilot sends is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHHG or 1_ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows that the second destination is a pager Press HEAT or to continue Press HEAT or to continue or press SETUF to add another destination CallPilot Reference Guide 82 Chapter 10 Off premise Message Notification Start start time 21 Press NEXT or to accept the start time that you entered CHHG HEST or press CHNG or 1 to change the start time Stor stor timer 22 Press HEXT or to accept the stop time that you entered CHHG HEST t press CHHG or 1 to change the stop time E ture new 23 Press OK or to be notified when you receive a new message OF CHHG or press CHNG or 1 to be notified only when you receive an urgent message Meo notify 24 Press to end the session ACMI SELECT P0919417 02 2 Chapter 10 Off premi
58. er extensions from one call Examples of using Thru Dial e Pat calls her mailbox from a pay phone and hears an urgent message from Joe Without hanging up Pat can Thru Dial Joe s number and doesn t have to pay for another call e Patis away from the office and needs to leave messages for Jill and Bob in the office Pat can call Jill s mailbox leave a message then Thru Dial to Bob and leave a message e Patcalls Doris and gets her voicemail Pat knows that Andy can provide the information she needs so Pat Thru Dials to Andy from Doris mailbox To place a Thru Dial call 1 Open your mailbox e If you are calling remotely press during your greeting to open your mailbox If you are in Europe or Australia press Follow the voice prompts to enter your mailbox number and password e Ifyou are calling from your Nortel Networks phone press e e t Follow the voice prompts or the display buttons to open your mailbox 2 Press 0 followed immediately by the telephone number you want to call then press J Do not pause for more than two seconds while you are entering the number CallPilot Reference Guide 58 Chapter 7 Sending messages To search the Company Directory while placing a Thru Dial call If you enter a name instead of a number with Thru Dial CallPilot places the call as soon as it finds a match for the name 1 Open your mailbox e If you are calling remotely press during your greeting to open your mailbox If
59. er 6 Accessing your messages 000 e eect eee eee eee ee ees 35 ee Sle ccs we disease eed TT babe a eee ee Seeks See areee 35 Never Full mailbox feature ccccdiacacccendenes ps tint rOE SEn ANEO 35 Playing your MOsSagoS essc cirrisd sisit eredd i Ekia i ee eraa 36 Retrieving erased messages nike cae ceeded eae as are RRh eke kamwade 40 Beeching youre 2orewews wer ewe eer ee othe be PE eee eee tee 41 imenuping A calor srtardsnr igiit rren ENEEIER RRRA IRRA 42 Chapter 7 Sending messages cece ccctigecctsesccesesesGeeescdacaecagess 43 Recording and sending messages 2c icine kw ence re ekan cee aaa 43 Searching the Company Directory 0 0000 cee eee 48 Assigning message delivery options 0 0c cece eee 49 Message delivery options 0 00 cee ees 49 Sending a message to more than one recipient 0 0c cece eee eee eee 53 Sending a message to a Group List 0 0 00 cece eee 53 Forwarding a copy of a message to one or more recipients 53 Pisani Messages osiris aeiG ses eee ease see knees aoe a hae 54 Replying to an internal Caller yc 0 c0sskare sakes keh w eRe taa KOE RROD KEM 54 Replying to an external caller 2 0 0 0 cece 56 FPiacinga cal wih Thue esa a aa eee ra meme ee anne ee a mee ere ary 57 When to use Thru Dial ce ncoues eee Wawa restr ndak eter eadee ced ssese 57 P0919417 02 2 Contents 5 Chapter 8 Call Forwarding your Calle c lt ccsccccteicceciwesnivecdgpe
60. er 65 Transferring calls to General Delivery mailbox 35 to Operator 35 to receptionist 35 V Voice prompts 11 49 60 interrupting 9 12 on a one line display telephone 12 CallPilot Reference Guide
61. er hears a hold tone while they wait If you do not answer the call transfers to your mailbox Since some callers do not like to record their name and wait for service use this feature with discretion To use Call Screening 1 You receive an external call that is transferred from the Automated Attendant or from Custom Call Routing CCR 2 CallPilot announces the caller s name to you If the caller does not record their name the voice prompt says Unknown caller 3 You can answer the call or let the caller leave a message in your mailbox e press AHS or to answer the call e press QUIT or to transfer the call to your mailbox CallPilot Reference Guide 42 Chapter 6 Accessing your messages Interrupting a caller With the Interrupt feature Ce JOJ 8 J 7 you can intercept a caller who is listening to your mailbox greeting or leaving a message You can program the Interrupt feature to a memory button with an indicator on your Nortel Networks telephone For more information about programming a feature to a memory button refer to Programming a memory button with a feature code on page 24 When you interrupt a caller who is leaving a message in your mailbox any part of the message that was recorded remains in your mailbox Remember to delete this message for your mailbox To interrupt a caller 1 While a caller is listening to your mailbox greeting or leaving a message the indicator or A flashes on y
62. ers that you enter are not restricted For example if you cannot call long distance numbers from your phone you cannot set up Off premise Message Notification to a long distance number Check to see if Off premise Message Notification is turned on Refer to Turning Off premise Message Notification on or off on page 93 for more information CallPilot Reference Guide 104 Chapter 14 Troubleshooting P0919417 02 2 105 Glossary Administration The tasks involved in maintaining CallPilot mailboxes greetings and set up configuration Alternate greeting A greeting recorded for a Personal mailbox and played on occasions such as absence illness or vacation Attendant sign On Off The task performed by a company receptionist or Operator that indicates to CallPilot when an Operator is available to answer calls ATA 2 A Nortel Networks product that lets you connect an analog device such as a single line telephone or a fax machine to your telephone system Automated Attendant The CallPilot answering service that answers incoming calls with a Company greeting plays a list of CallPilot options to a caller and performs call routing functions in response to a caller s dialpad selections Broadcast Message A message that can be sent only by the System Administrator This type of message plays in all initialized Subscriber mailboxes Business Status A CallPilot setting that tells CallPilot whether a compa
63. es Note Do not use 0 to transfer a mailbox owner s call This feature transfers the call to their telephone and the call returns to you Q 8 6 is not available on a Companion Wireless telephone After a mailbox owner s call transfers to their mailbox the mailbox owner must 1 Press while their mailbox greeting plays 2 Follow the voice prompts to open their mailbox P0919417 02 2 Chapter 9 Transferring calls 65 Transferring a call to Custom Call Routing CCR CCR is a single digit application that provides callers with a more sophisticated menu and a wider range of options than the Automated Attendant Callers can use CCR to e listen to the Home menu and make a selection e listen to a pre recorded CCR Information message e leave a message in a mailbox e transfer to another extension or an external number For more information about CCR ask your System Administrator You can transfer a call to the beginning of a CCR Tree To transfer a call to a CCR Tree 1 Press 9 8 6 Do not press Hold because the call is put on hold automatically Choose a CCR Tree by entering a digit from 1 to 8 and pressing J Wait until the display shows Call transferred before you attempt any other features CallPilot Reference Guide 66 Chapter 9 Transferring calls About Outbound Transfer You can set up Outbound Transfer to transfer a caller who reaches your mailbox to a number that you assign A
64. ete Press DEL or to delete the greeting Press to end the session CallPilot Reference Guide 34 Chapter 5 Greetings P0919417 02 2 35 Chapter 6 Accessing your messages This chapter describes how to access your messages and explains e Receiving calls e Never Full mailbox feature e Playing your messages e Retrieving erased messages e Screening your calls e Interrupting a caller Receiving calls CallPilot can be used by outside callers and other mailbox owners in your company When you are away from the office you can use CallPilot with any tone dial telephone When you are at the office you can use CallPilot from any telephone connected to your company s CallPilot system Even outside callers who use a rotary dial telephone can use CallPilot If a caller uses CallPilot from a rotary dial telephone the system transfers the call to your company receptionist or the Operator If the receptionist or Operator is not available to answer the call the call transfers to the General Delivery Mailbox Never Full mailbox feature The Never Full mailbox feature lets external callers leave a message in your mailbox even if the mailbox is technically full The message is stored in your mailbox but you cannot access it until you delete at least one existing message to allow space for the new message If you attempt to listen to any new messages before deleting an existing message you hear this voice
65. g the current message or skip to the next message STOR FLAY Previous Vv Stops playing the current message and plays the previous message Quit Vv Stops playing the message and plays the Mailbox main menu options Replay Replays the message from the beginning or Y lt lt lt lt lt lt Replay Vv Replays the last message Reply Q Replies to a message Refer to Note 3 on page 38 or The reply can be either Y Y a message to an internal sender s mailbox REPL a telephone call to an internal or external party Refer to Note 4 on page 38 Save Saves the message being played If you do not delete a Message r message it is automatically saved This option is not Vv shown on the display unless you erase a message If you SAVE erase a message and try to play the message again you can press SALJE on a two line display telephone Refer to Note 2 on page 37 Volume Adjusts the volume of the message that is playing The Control Y volume increases each time you press After four presses the volume returns to the lowest level Notes 1 Because your mailbox has limited message storage space delete any messages you no longer need After a certain time period your saved messages are erased automatically Ask your System Administrator about this 2 You can retrieve a deleted message only if you have not quit the session in which you deleted it For information about retrieving deleted messages refer to Retrieving erased me
66. ge or press CHHG or 1_ if you want to be notified only when you receive an urgent message Press to end the session P0919417 02 2 Chapter 10 Off premise Message Notification 91 Deleting a destination number If you have more than one destination number for Off premise Message Notification you can delete a destination To delete a destination number 1 Press Qj e f Follow the voice prompts or the display button options to open your mailbox 2 If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press f to open the Off premise Message Notification menu e Go to step 3 Meg notify 3 Press ALMIH or 1 to set up Off premise Message Notification ADMIN SELECT Hot ifai Press THF if you want to delete the first destination CHHG OTHE HEAT or press HEAT or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHR Hotify 1x Press DEL to delete the first destination number DEL IHS QUIT The first destination number is deleted The Notify 2 destination changes to become the Notify 1 destination number To delete more destination numbers press OTHR and repeat steps 4 and 5 f Hotifal i CHHG OTHE HE
67. gnated telephone An internal telephone is also referred to as an extension Feature code A unique three digit code used to access CallPilot features and options General Delivery Mailbox One of the two Special mailboxes used to store messages for people who do not have a Subscriber mailbox Greetings There are three types of CallPilot greetings Company greetings Personal mailbox greetings and Information greetings Company greetings are played by the Automated Attendant to incoming callers Personal mailbox greetings are played to callers who want to leave a message in a selected mailbox Information mailbox greetings are played to describe goods or services available to callers Group Lists A collection of mailbox numbers assigned to a special group name and number by the System Administrator If a message is sent to a Group List each mailbox in the list receives the same message Guest mailbox A mailbox assigned to a user who does not have an extension Information mailbox A mailbox that provides a caller with a message describing goods or services available from your company P0919417 02 2 Glossary 107 Initializing a mailbox Preparing a mailbox to receive messages which includes changing a mailbox default password and recording a Company Directory name Leave Message The feature code used to leave messages in CallPilot mailboxes Mailbox A storage place for voice messages on the CallPilot system Mailbox
68. he Norstar Voice Mail interface e Press ADMIH or e Press to open the Outbound Transfer menu e Go to step 3 Outbound xfr 3 Press ADMIN or fi to set up Outbound Transfer ADMTH SELECT Ext 4 Enter the destination extension and press OF or J RETRY OK Accert lt x gt 5 Press OF or to accept the number EEE OK The lt x gt represents the extension Transfer off 6 Press EHHG or fi to turn Outbound Transfer on CHHG QUIT Transfer on 7 Press QUIT or CHHG QUIT 8 Press to end the session P0919417 02 2 Chapter 9 Transferring calls 69 Turning Outbound Transfer on or off You can turn Outbound Transfer on or off at any time after you set it up Turning Outbound Transfer off does not affect any of its assigned parameters To turn Outbound Transfer on or off Outbound fr AGMIH SELECT Transferi off CHHG QUTT Transfer on CHHG QUIT Press Ce JEJ eJ Follow the voice prompts or the display button options on your telephone to open your mailbox If you use the CallPilot interface e Press 8 0 to open the Mailbox Options e Press QQ e Press to open the Outbound Transfer menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press to open the Outbound Transfer menu e Go to step 3 Press SELECT or to access Outbound Transfer Press CHHG or to turn Outbound Transfer on Press CHHG
69. he next number in the series is called For example CallPilot can contact your car phone number first to let you know you have a message If there is no answer the call rings at your home number If there is still no answer the call rings at your pager number and so on The number of retry attempts is assigned by your System Administrator If the destination type is Frome you must assign start and stop times The start and stop times apply to all five notification numbers Off premise Message Notification begins at the start time Set the start time for the time you are at the destination phone number so you are there to receive your calls A person who receives a Off premise Message Notification call can cancel Off premise Message Notification to their destination number This is useful if a destination is incorrectly programmed and the wrong person receives the calls The recipient of an Off premise Message Notification call hears the following voice prompt Message for name of mailbox owner To log on press 1 If you have received this call by mistake please press 2 CallPilot Reference Guide 72 Chapter 10 Off premise Message Notification Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial phone The parameters are e destination type phone extension or pager e destination number phone extension or pager e time range for re
70. in your mailbox e Press LAST or J to go to the last message in your mailbox Personal NAME 9 Record your name in the Company Directory 21 Verification Target ATDT o Assign a Target Attendant to answer calls transferred 22 Attendant from your mailbox Outbound OTFR 0 9 Set up Outbound Transfer to transfer callers from your 66 Transfer mailbox to an internal extension or an external telephone number Norstar Voice Mail mailbox options Display Dialpad Page Mailbox option button button Description Greetings GREET Record and select Personal mailbox greetings 43 and Call Forward Forward calls directly to your mailbox 59 Off premise 6 Set up Off premise Notification parameters for 73 Notification B messages left in your mailbox Record REC B Record and send a message 43 message _ Mailbox ADMIN 8 Access mailbox administration options administration m Operator 0 Place a call to the CallPilot Operator If the Operator is B not available you are transferred back to your main mailbox menu Auto Attendant Go to the Auto Attendant Menu options Company DIR B Record your name in the Company Directory 21 Directory _ Listen to new PLAY B Play any new messages in your mailbox 36 CallPilot Reference Guide 26 Chapter 4 Feature codes and mailbox options Menu the Main Menu Change PSWD_ 8 4 _ Change your mailbox passwo
71. ine display phones for most CallPilot sessions If you use a one line display phone the display shows the CallPilot display command line A one line display phone does not show display button options On one line display phones the options are announced by voice prompts You make selections using the dialpad You do not need to wait for the voice prompt to end before you can select an option You can interrupt the voice prompt and make your selection immediately Two line display phones Two line display phones show CallPilot commands and options A two line display can show up to three display button options at once In cases where there are more options wait for the voice prompt to state the other available options If you know the corresponding dialpad number for the option you want you can press it any time during the voice prompt Psu OTHE RETRY Ok An example of a two line display Display command line Display button options Display buttons CallPilot Reference Guide 10 Chapter 2 Using CallPilot About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use M7100 M7208 M7310 M7100N M7208N Button name T7100 T7208 T7316 M7324 M7310N M7324N Feature Feature Handsfree nave right hand Handsfree utton Hold eS Hold
72. ion For immediate assistance please press zero CallPilot Reference Guide 100 Chapter 13 CallPilot tips Record your greetings and messages clearly For a better quality recording speak directly into the handset Do not use the Handsfree feature Remember to speak clearly in a pleasant voice at a pace that is easy to understand Do not speak too softly or loudly or make the greeting or message too lengthy After you record a greeting or message play it back Make sure that your greeting or message sounds the way you want it to before you accept it Do not forget to use the Copy and Reply features You can use CallPilot to send copies of messages to other mailboxes and reply to messages with a message of your own When you send copies of messages to other people ensure that your introduction explains e why you are forwarding a copy of the message e whether the copy is for information only e whether the message is meant for the person you are forwarding it to e who is responsible for the action on the message Use Group Lists for multiple copies of messages If you find that you regularly send the same message to several people ask the System Administrator to create a Group List for you With a Group List you can send the same message to all the mailboxes in the Group List Encourage CallPilot use Old habits are sometimes hard to break and some people have difficulty accepting or trying new technologies Use your Personal mail
73. lbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 fe notifs 3 Press ADMIN or i _ to set up Off premise Message Notification ADMIN SELECT P0919417 02 2 Chapter 10 Off premise Message Notification 79 Destination 4 PHOME ExT PAGER Pager 5 RETR Ok ox 6 ALC Ok Shows CHHG HEMT More dest 8 YES HO Med tyre new 9 CHHG Ok ACMI SELECT Press FAGEF or to select a pager number destination Enter the destination pager number and press QE or Press K or to accept the destination pager number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or J Press MEXT or to accept the default pager message represented by lt xxxx gt The default pager message that CallPilot sends is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHNG or 1 _ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message Press YES or if you want to set up another destination number or press
74. lbox has been locked to prevent unauthorized access Please contact your administrator for assistance Your mailbox is assigned a maximum number of incorrect password attempts CallPilot records the number of incorrect attempts from the last time your mailbox was successfully accessed If the number is exceeded you are locked out You cannot open your mailbox until the System Administrator resets the password CallPilot Timeout The Timeout feature allows five seconds for you to choose an option If CallPilot does not detect a selection it replays the option list If an option is still not selected CallPilot ends the session CallPilot has minimum voice level detection If CallPilot does not detect an audio signal it requests the caller to speak louder and provides the option to re record If no voice level is detected after the prompt CallPilot ends the session Messages are cut off If people need to leave long messages in your mailbox up to 10 minutes you can ask the System Administrator to give you more message recording storage space My mailbox is full You know that your mailbox is full if you attempt to listen to your messages and you hear the message Your mailbox is full You must erase some messages before you can listen to new messages Your mailbox is equipped with the Never Full Mailbox feature which lets a caller leave a message in your mailbox even if the mailbox is full The message is stored but you
75. lephone number 66 Company Directory 13 101 recording name in 17 removing name from 21 Company Directory name 27 29 Copying amessage 36 D Default password 17 Deleted messages retrieving 40 Deleted messages retrieving 37 Deleting messages 36 39 Destination number character limit 79 81 90 for pagers 78 when CallPilot is behind PBX or Centrex 78 Destination pager number character limit 78 Destination telephone number character limit 66 Display telephone entering characters 11 Display telephones using 9 E Erased messages retrieving 40 Erasing messages 36 39 F Feature 986 64 Feature 987 61 Feature codes 23 Forwarded messages recording an introduction for 53 Forwarding a message 39 Full mailbox 35 G General Delivery mailbox 35 purpose 15 Greetings 18 Alternate 27 99 example 27 purpose 27 personal 18 Personalized 28 CallPilot Reference Guide 110 Index assigning 32 available with Caller ID 28 deleting 33 recording 32 Primary 27 99 example 27 purpose 27 recording Alternate 29 Primary 29 recording technique 28 Group List name 53 Guest mailboxes 14 no operating extension for 14 H Hold tone 41 Home menu 65 Information mailbox greeting recording 97 Information message CCR 65 Initializing your mailbox 17 Internal messages replying to 54 Interrupting a caller 42 Interrupting calls 61 Interrupting voice prompts 9 12 L Language Alternat
76. lot operator Ext Enter the extension number of the new Target Attendant RETRY OPER or press OFER or 0 to change the Target Attendant to the CallPilot Operator Atdt externt The display shows the extension you entered CHHG QUIT 6 Press to end the session P0919417 02 2 23 Chapter 4 Feature codes and mailbox options Feature codes Feature code name Dialpad buttons Description Leave Message 9 8 0 Leaves a message in a mailbox No password is required Open Mailbox Opens your mailbox to play your messages and to access e mailbox options Call Forward Q Forwards incoming calls to your mailbox CallPilot extension 0 6 6 Displays the CallPilot extension number on your phone Transfer 0 8 6 Transfers calls to a mailbox on the CallPilot system Interrupt aAa Intercepts a caller who is listening to your mailbox greeting eee or leaving a message Name Dialing e e JeJB Lets you dial calls by searching the Company Directory Call Record e e eJe Records a call and stores it in your mailbox For information on programing a feature code onto a memory button of a display phone refer to Programming a memory button with a feature code on page 24 CallPilot Reference Guide 24 Chapter 4 Feature codes and mailbox options Programming a memory button with a feature code Each CallPilot feature code can be programmed t
77. mber 00 e eee eee eee 78 Changing Off premise Message Notification 0 0 cece 83 Deleting a destination NUMD T 45 cciskcesscccdscees Keds be ee Ss Keene Ss Kune 91 Adding a destination NUMDET vo c60 cc eecccav scenes eee eee eRe ROS 92 Turning Off premise Message Notification on or off 00 cee eee eee 93 Chapter 11 Recording a Gall s o scssetsaes ies eniersans Ors er eens wed esa eae esa 95 ACHE CA REGO 22 2ccceesticeee eee deet eieeehewrrtse Rei ead a 95 Wema Cal ASCO s cciutadendied eee eeeed ood aaa eve E Oe cease 95 Chapter 12 Broadcast and Information messageS 60 ee eee eee eee eee 97 About Broadcast messages aks cede dee HA Re RR WARMER tars SOR REESE TS Soda ROR ES 97 Information mailbox greetings lt csssessecesiadseaeereses an deeiwdbanee eas 97 Recording an Information mailbox greeting 0 0 eee eee eee 98 CallPilot Reference Guide 6 Contents Chapter 13 OANPIGS US ccctiscteiddvcesacsetveesset bees ranore DEE 99 Chapter 14 TROUDISSNOGUING oc cc cc cn ceee cerca dees en Enka En aN 101 PNQGGA csc ccccccetestcedsehessetuacs Gekseneeiucceeteeeseuse 105 ee ee ee 109 P0919417 02 2 Chapter 1 How to use this guide This guide gives you detailed information about using CallPilot features on CallPilot 150 and Business Communications Manager 2 5 systems To use this guide you must determine which phone interface you use and follow the procedures
78. me that you entered to change the start time to accept the stop time that you entered to change the stop time if you want to be notified when you receive a new if you want to be notified only when you receive an urgent message Press to end the session CallPilot Reference Guide 78 Chapter 10 Off premise Message Notification Setting up Off premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX remember to insert a Q depending on your system before the to access an outside line There is a combined limit of 30 characters for the pager phone number and the pager message For example to reach your pager enter HJ 4jJ2JbJGJEJHJeJBj4 jB where specifies the next digits are special characters recognizes dial tone specifies that the next digits are the numbers to be dialed 6 6 f_ 2 J 4 is the pager phone number dialed S SA E inserts a timed pause Depending on the company supplying your paging service the programming sequence can vary For more information about setting the destination phone number parameters for your pager contact your pager company To set up Off premise Message Notification to a pager 1 Press Qj e f Follow the voice prompts or the display button options to open your mailbox 2 If you use the CallPilot interface e Press to open the Mai
79. n you are done Accert greeting 4 Press OK or f to accept the recording RETR PLAY OF or press FLAY or to listen to the greeting or press RETRY or to rerecord the greeting Primara Greeting 5 Press QUIT or to end the session REC FLAY QUIT P0919417 02 2 99 Chapter 13 CallPilot tips This chapter contains tips on how to optimize your use of CallPilot Listen to your messages frequently Answer your messages promptly to encourage callers to use CallPilot and reassure them that it is as reliable as speaking with you personally You do not have to be at your desk to play your messages When you are away from your desk you can play your messages from any tone dial phone Clean up your mailbox There is limited storage in your mailbox and within CallPilot Do not save messages unless you need to listen to them again When you are finished with a message erase it to create storage space Keep a record of your password in a secure place Treat your CallPilot password as a secret code Write down your password and keep it in a safe place Do not keep your password near your phone If you let someone else have temporary access to your mailbox change your password afterwards If you forget your password the System Administrator can reset it to the default password 0000 You can then enter a new password When sending messages make them brief and to the point More than 75 of the time spent on a norm
80. noon Recording technique for mailbox greetings When you record your mailbox greetings remember to speak clearly and at a pace that is easy to understand After you record a greeting you can replay it before you accept it You can record or change a greeting from any two line display telephone If you are away from the office you can record a greeting from any tone dial telephone When you record a greeting do not use the Handsfree feature You get better results if you speak directly into the handset P0919417 02 2 Chapter 5 Greetings 29 Recording a Primary or Alternate mailbox greeting Only a Primary mailbox greeting is necessary but you can record an Alternate mailbox greeting for times when you are out of the office such as vacations If you do not record any mailbox greetings your Company Directory name recording plays to callers who reach your mailbox If you record both Primary and Alternate mailbox greetings you must choose which greeting plays If you do not choose a greeting the Primary mailbox greeting automatically plays For information on how to choose a greeting refer to Choosing a Primary or Alternate mailbox greeting on page 30 To record a Primary or Alternate mailbox greeting 1 Press RJBJEJ Follow the voice prompts or the display button options to open your mailbox 2 Ifyou use the CallPilot interface e Press to open the Greetings Options menu e Go to step 3 If you use the Norstar
81. not ee Of start with zero Press OK or Again 5 Reenter your new mailbox password and press OE or RETRY OK Record name 6 At the tone record your name in the Company Directory RETRY OK E Include your mailbox number in the recording For example Pat Smith mailbox 5813 Press OK or to end the recording CallPilot Reference Guide 18 Chapter 3 Setting up your mailbox RETRY PLAY Accert name 7 Press OK or to accept the recording OF or press PLAY or to listen to the recording or press RETR or to re record your name 8 Press to end the session After you initialize your mailbox record your mailbox greetings Refer to Recording a Primary or Alternate mailbox greeting on page 29 for more information If you do not record a Personal greeting your Company Directory name plays to callers who reach your mailbox Checking which mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot The System Administrator determines which interface is assigned to your mailbox Use this procedure to check which mailbox interface you use then follow the procedures in the guide that apply to the interface you use Some procedures apply to both interfaces To check which mailbox interface you use 1 2 Anew saved PLAY REC ADMIN Ho messages COMP MBOX EXIT 3 Press RJBJEJ Follow the voice prompts or the dis
82. number cannot be longer than 30 digits Press K or to accept the destination phone number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters Enter the start time for Off premise Message Notification This is a four digit field You must precede a single digit hour and minute with a zero Press AM or or PM or 2 J P0919417 02 2 Chapter 10 Off premise Message Notification 81 start timer RETRY Stor hhmm RETR P stor timer RETRY AM pr stor timer RETRY OK More dest YES HO Hotify2 none SETUF HEXT Destination PHOHE ExT PAGER Pager RETRY DE HMHR ADD OF Show lt xxex gt CHHG MEST Hotify2 pager CHHG OTHE HEXT Hotify 32 none SETUP HEST 10 11 12 13 14 15 16 17 18 19 20 9 Press OF or to accept the start time OK Enter the time when Off premise Message Notification is to stop This is a four digit field You must precede a single digit hour and minute with a zero Press AM or or PM or B Press OF or to accept the stop time Press YES or 1 to set up another destination number Press SETUF to set up another destination number Press PAGER or to select a pager number destination Enter the destination pager number and press OE or J Press OE or to acc
83. ny is closed or open for business Class of Service A predetermined number designation that specifies the CallPilot options for a mailbox Company Directory A voice list that contains the names of users with initialized mailboxes that are designated to appear in the Company Directory Conventions The way certain information is described For example using underlined text to represent second line display prompt information Default The parameters preset in CallPilot Designated Operator A person who is assigned to answer the CallPilot Operator Request option Display A one line or two line screen on a display telephone that shows CallPilot commands and options CallPilot Reference Guide 106 Glossary Display buttons The three buttons on a two line display telephone Users press these buttons to select the specified CallPilot option Display options The choices available to a user that appear on a two line display telephone Options shown on the display can be selected using the display or dialpad buttons DTMF Dual Tone MultiFrequency The type of audio signals that are generated when you press the buttons on a touch tone telephone Envelope information A date and time stamp that appears on messages left in a mailbox If the message is left by another mailbox owner envelope information includes the names of the sender and other recipients Extension A two digit to seven digit number used to reach a desi
84. o CallPilot immediately without ringing at your extension For example you can set up Call Forwarding if you are not going to be in the office and you do not want your ringing phone to disturb your colleagues or if you do not want to take calls while you are working While Call Forward is on callers can leave a message for you without having to wait for the phone to ring several times This chapter explains the following ways you can forward your calls e Call Forwarding your calls to your mailbox e Setting up Call Forward remotely e Call Forward with Caller ID Call Forwarding your calls to your mailbox To forward incoming calls to your mailbox press JQ 8 4 To cancel Call Forward do one of the following e press R again press e press e press CAHCEL CallPilot Reference Guide 60 Chapter 8 Call Forwarding your calls Setting up Call Forward remotely When you are away from the office you can forward your calls to your mailbox by using the dialpad of any tone dial telephone Note You can set up Call Forward remotely only if you use the NorstarVoice Mail interface You cannot set up Call Forward remotely if you use the CallPilot interface To set up Call Forward remotely O a Ff Q Call the Automated Attendant or your business telephone from any tone dial telephone While the greeting plays press If you are in Europe or Australia press 8 8 Follow the voice prompts to open your mailbox
85. o a single memory button 1 Program Features 2 Press a button 3 QUIT Feature Code 4 QUIT J F_ 5 QUIT CLEAR Programmed 6 Press eJ BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press L _ Enter the feature code number that you want to program For example enter Q to program the Leave Message feature code See the table Feature codes on page 23 for the feature codes Repeat steps 1 through 5 for each feature code you want to program The display shows that the button is programmed and then ends the session Use the paper labels that come with your telephone to identify the programmed button To use the feature press the labeled button P0919417 02 2 Chapter 4 Feature codes and mailbox options 25 CallPilot mailbox options messages Mailbox Display Dialpad option button buttons Description Page Greetings GRTG 2 Record and select personal mailbox greetings 43 Password PSWD 8 4 Change your mailbox password 20 Change Off premise NOTIF 8 5 Set up Off premise Notification parameters for 73 Notification messages left in your mailbox Goto GOTO 816 Enter a specific message number and go to that Message gt gt message e Press FIRST or i to go to the first message
86. only nine characters long the command line prompt is not shown on the display after you enter the entire name Partridge RETRY BESP Ok CallPilot voice prompts Voice prompts announce which dialpad button to press to use CallPilot options Voice prompts provide the same options as display buttons Prompts also provide options that do not appear on the display If you use a two line display phone you can use either the display button or the dialpad button to access the option On a one line display phone the voice prompt plays immediately If you do not choose an option after five seconds the voice prompt replays the options If you still do not choose an option CallPilot ends the session On a two line display phone the voice prompt plays after a few seconds delay If you do not choose an option CallPilot ends the session Interrupting a voice prompt You can interrupt a voice prompt by selecting any option on the display or dialpad You can also interrupt a voice prompt by pressing J P0919417 02 2 Chapter 2 Using CallPilot 13 Automated Attendant The Automated Attendant acts as a receptionist for incoming calls When it is enabled the Automated Attendant answers your company s incoming phone lines depending on the time of day If callers know which option they want they can interrupt the Automated Attendant by entering their selection on the dialpad of any tone dial phone The Automated Attendant provides c
87. our telephone 2 Press the Interrupt button or press e to speak with the caller indicator Note The indicator flashes quickly if the caller is listening to your greeting gt The indicator flashes slowly if the caller is leaving a message P0919417 02 2 43 Chapter 7 Sending messages This chapter describes how to send messages and explains e Recording and sending messages e Searching the Company Directory e Assigning message delivery options e Sending a message to more than one recipient e Replying to messages e Placing a call with Thru Dial Recording and sending messages The messages you record must be longer than three seconds The system times out after five seconds of silence You can record and send messages using e the Open Mailbox feature e e the Leave Message feature 2 oO When you use the Open Mailbox feature you open your personal mailbox and enter your password Then you record your message and enter the mailbox number of the message recipient When you use the Leave Message feature you enter the extension of the message recipient immediately Then you record your message You do not enter your password or open a mailbox When you record and send messages you can e search the Company Directory refer to Searching the Company Directory on page 48 e assign message delivery options refer to Message delivery op
88. ox has these advantages If you transfer a call to a mailbox instead of another telephone the call does not come back to you If you transfer a call to another telephone and the call is not answered the call comes back to you The call is immediately transferred to the mailbox which saves time J 8 6 is not available on the Companion Wireless telephone To transfer a call to a mailbox from your telephone 1 Press JR 8 6 Do not press Hold because the call is put on hold automatically Enter the mailbox number or search the Company Directory To search the Company Directory e If you use the NorstarVoice Mail interface press the DIF display option e If you use the CallPilot interface press the HAME display option Wait until the display shows Call transferred before you attempt any other CallPilot functions The call automatically transfers and the CallPilot session ends CallPilot Reference Guide 64 Chapter 9 Transferring calls Transferring a mailbox owner s call to their mailbox You can transfer a mailbox owner s call to their CallPilot mailbox so that they can change their greetings or retrieve their messages To transfer a mailbox owner s call to their mailbox 1 Press 9 e 6 Do not press Hold because the call is put on hold automatically Enter the mailbox owner s mailbox number Wait until the display shows Call transferred before you attempt any other telephone featur
89. play button options to open your mailbox Check the display to see which interface you use This is the Norstar Voice Mail interface This is the CallPilot interface Press to end the session P0919417 02 2 Chapter 3 Setting up your mailbox 19 Opening your mailbox After you initialize your mailbox you can open it from e your own extension e another CallPilot extension e an outside tone dial phone To open an initialized mailbox Norstar Voice Mail 1 Press eej Psi 2 Enter your mailbox password and press OK or OTHF RETR OF or if you are at another extension or if you are using a Guest mailbox press OTHR or to display the Loa prompt When this prompt appears enter your mailbox number and password Your mailbox number is usually the same as your extension To open an initialized mailbox CallPilot 1 Press Q e f Mbox 2 Press RETRY Ok or if you are at another extension enter your mailbox number and then press OK or Your mailbox number is normally the same as your extension Psd 3 Enter your mailbox password and press OK or J RETR Ok Opening your mailbox remotely To open your CallPilot mailbox from an outside tone dial phone 1 Press during your greeting to open your mailbox If you are in Europe or Australia press 2 Follow the voice prompts to enter your mailbox number and password CallPilot Reference Guide 20 Chapter 3 Setting up your
90. rd 20 Password 2S Target B 5 Assign a Target Attendant to answer calls transferred 22 Attendant from your mailbox Listen to saved 8 6 Play any saved messages in your mailbox Messages a Outbound 8 8 Set up Outbound Transfer to transfer callers from your 66 Transfer mailbox to an internal extension or to an external telephone number Return to Main QUIT B Exit the Mailbox Administration menu and return to P0919417 02 2 27 Chapter 5 Greetings This chapter describes mailbox greetings and how to record them This chapter includes e Types of mailbox greetings e Recording a Primary or Alternate mailbox greeting e Recording a Personalized mailbox greeting e Deleting a Personalized mailbox greeting Types of mailbox greetings Mailbox greetings play to callers who reach your mailbox Greetings inform callers that they have reached the correct mailbox and give callers any necessary information or instructions You can change the greetings at any time After you initialize your mailbox you can record greetings If you do not record any greetings your Company Directory name plays to callers who reach your mailbox Refer to To record your name in the Company Directory on page 21 There are three types of mailbox greetings Primary Alternate and Personalized Primary mailbox greeting Record your Primary mailbox greeting for everyday use In this gree
91. rd the message they hear a voice prompt that says this is a special greeting e Ifacaller presses a button to send a fax the fax goes to the General Delivery Mailbox not your personal mailbox If you choose the Alternate mailbox greeting remember to change back to the Primary mailbox greeting at the appropriate time To choose a Primary or Alternate mailbox greeting 1 Press 9 1 Follow the voice prompts or the display button options on your telephone to open your mailbox 2 If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ALMIH or e Press GREET or e Go to step 3 Greeting options 3 Press CHOOSE or to select a greeting REC CHOOSE CFE Use 3reeting i Press PRIME or to select the Primary mailbox greeting and PRIME ALT QUIT go to step 6 or press ALT or to select the Alternate mailbox greeting and go to step 5 P0919417 02 2 Chapter 5 Greetings 31 CHHG Accert msgs m 5 Ifyou choose the Alternate mailbox greeting you are asked whether the mailbox can accept messages Press CHHG or to toggle from yes to no or press OK or to accept 6 Press to end the session Note If you choose a greeting that is not yet recorded you are transferred back to the Greeting Options menu to record the greeting CallPilot Reference Guide 32 Chapter 5 Greetings Recording a Pe
92. rsonalized mailbox greeting If your company subscribes to a CLID service you can record a Personalized mailbox greeting For more information about CLID ask your System Administrator A Personalized mailbox greeting plays only for a person calling from the telephone number that you designate For the Personalized mailbox greeting to play the telephone number you enter must match the caller s phone number exactly You can record up to three Personalized mailbox greetings but you can assign each greeting to only one telephone number If you record a Personalized greeting program your mailbox to receive messages and choose an Alternate mailbox greeting the Personalized greeting takes precedence over any other greetings If you program your mailbox not to receive messages and choose an Alternate mailbox greeting the Alternate mailbox greeting takes precedence over any other greeting including Personalized mailbox greetings To record a Personalized mailbox greeting 1 Press Q e f Follow the voice prompts or the display button options on your telephone to open your mailbox 2 If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press GREET or e Go to step 3 Greeting options 3 Press REC or fi REC CHOOSE CFuD Greeting 4 Press FERS or 8 to record a Personalized mailbox greeting PRIME ALT PERS
93. sage B message is playing it stops playing the current message and plays the next message in your mailbox Call g Places a call to the sender of a message Sender Help a Offers a Help menu Reply va Replies to a message Envelope Plays the information in the message envelope Envelope information Y includes the date and time the message was sent and if the message is internal the directory name of the sender P0919417 02 2 Chapter 6 Accessing yourmessages 39 Playing your messages CallPilot Available during and after Option Button playing Description Forward Forwards the message to one or more mailboxes You can record an Message d introduction to the forwarded message Reply Replies to a message and all other recipients of the message 74 4 Vv All Refer to Note 3 on page 38 Delete Vv Deletes the current message Deleted messages remain in your mailbox until the session ends Refer to Notes1 and 2 on page 38 CallPilot Reference Guide 40 Chapter 6 Accessing your messages Retrieving erased messages You can retrieve an erased message if you are still in the CallPilot session An erased message remains in your mailbox until you end the current CallPilot session After you play your messages and exit CallPilot any messages that you do not erase are saved Since message storage space is limited we recommend that you erase messages that you no longer
94. se Message Notification 83 Changing Off premise Message Notification You can change the parameters and destinations for Off Premise Message Notification Refer to Off premise Message Notification parameters on page 72 for more information about parameters If you want to change the time or message type parameters use the procedure To change the time range or type of message parameters on page 83 If you want to change the destination type refer to the procedure for the destination type To change the destination type refer to from a phone to an extension pager or another phone number page 85 from a pager to an extension or phone page 87 from a phone or extension to a pager page 89 To change the time range or type of message parameters 1 Press 9 6 ft Follow the voice prompts or the display button options on your telephone to open your mailbox 2 If you use the CallPilot interface Press to open the Mailbox Tools Press MOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIM or Press 6 to open the Off premise Message Notification menu e Go to step 3 Msg notify 3 Press ALMIH or fi to set up Off premise Message Notification ADMIN SELECT Hotifa s gt Press HEST Chih HEST If you want to change the destination type refer to To change the destination type on page 83 for th
95. ssage 72 Open Mailbox feature 11 Opening your mailbox remotely 19 Operator 13 Optimizing Outbound Transfer 67 Outbound Transfer activating 69 canceling 69 destination telephone number character limit 66 setting up to a phone number 67 to anextension 68 P Password 102 locked out 102 changing 20 default 17 Pausing a message 37 Personal greetings example 22 Personalized greeting 28 assigning 32 deleting 33 recording 32 Playing the message envelope 36 38 Playing your mailbox messages 36 Primary greeting 27 99 Private Message Delivery option 49 no forwarding with 49 Private messages cannot copy 53 not forwarded 49 Prompt language wrong 102 R Recording Alternate greeting 29 messages 43 Personalized greeting 32 Primary greeting 29 Recording a call 42 Recording technique Greetings 28 Replaying messages 37 Reply feature 38 Replying to an external message sender 56 to an internal message sender 54 to messages 37 39 Retrieving deleted messages 37 Rewinding messages 36 38 S Saving messages 37 Setting up Off premise Message Notification to a pager number 78 to a telephone number 73 to an extension number 76 Outbound Transfer to a phone number 67 to an extension 68 your mailbox 27 Skipping forward in messages 37 38 Skipping forward to end of messages 36 Special mailboxes General Delivery 15 System Administrator 15 Subscriber mailbox 14 Guest 14 T Timeout 102 Transf
96. ssages on page 40 CallPilot Reference Guide 38 Chapter 6 Accessing your messages Applies only if the Reply feature is enabled You can reply to an outside caller by dialing them back if your company subscribes to Caller ID CLID service For further information about replying to an outside caller refer to Replying to an external caller on page 56 To play your messages CallPilot 1 Press RJBJEJ Follow the voice prompts or the display button options to open your mailbox A voice prompt announces the number of new and saved messages that you have Ho messages You can play any message that you want to listen to COMP MBO EXIT Press to play the current message For other message commands refer to the table Playing your messages CallPilot 3 Press to end the session The table Playing your messages CallPilot shows the message options that are available to you during and after playing messages Playing your messages CallPilot Available during and after Option Button playing Description Skip Back T Rewinds the message five seconds and resumes playing it at that point Skip B Advances the message five seconds and continues playing from that Forward _ point Previous a Stops playing the current message and plays the previous message Message a Next 6 Plays the next message in the skillset mailbox If you use this while a Mes
97. strator Receptionist or designated Operator can access the messages in the General Delivery Mailbox and send them to the appropriate mailbox System Administrator Mailbox This mailbox is used by your System Administrator as a personal mailbox You can leave messages for the System Administrator in this mailbox Broadcast messages must be sent from the System Administrator Mailbox CallPilot Reference Guide 16 Chapter 2 Using CallPilot P0919417 02 2 17 Chapter 3 Setting up your mailbox This chapter describes how to set up your mailbox and explains e Initializing your mailbox e Checking which mailbox interface you use e Opening your mailbox e Changing your mailbox password e Recording your name in the Company Directory e Assigning a Target Attendant Initializing your mailbox Initializing your mailbox prepares your mailbox to receive messages Your mailbox cannot receive and store messages until it is initialized Initializing your mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the CallPilot default password to your password e recording your name in the Company Directory To initialize your mailbox 1 Press RJBJEJ 2 Log on by following the voice prompts Must change Pswd 3 This display appears briefly to indicate that you must change your J password Pswd 4 Entera new password from four to eight digits long that does
98. t you can add if they are required to access the network or a destination number Follow the voice prompts or press ADD to add special characters to a destination telephone number or a destination pager number if you are setting up a destination pager number in Off premise Message Notification A destination telephone or pager number cannot be longer than 30 characters Note If you are adding special characters do not press the dialpad buttons to enter a or to enter a Press the button directly below the option on a two line display telephone or listen to the voice prompts P0919417 02 2 Chapter 9 Transferring calls 67 Adding special characters to a destination number Press Description 2 or DIGS to resume adding digits to the destination phone number B or PAUS to enter a timed pause that appears as F on the display Pauses are four seconds long 4 to recognize dial tone behind PBX The Recognize Dial Tone special character i appears as on the display B Jor OTHE to enter a 6 JorOTHR to enter a TOHE to recognize dial tone behind PBX The Recognize Dial Tone special character appears as D on the display to cancel and retry Setting up Outbound Transfer To set up Outbound Transfer to a phone number 1 Press Q e f Follow the voice prompts or the display button options to open your mailbox 2 If you use the CallPilot interface e Press 8
99. ters of the alphabet To enter a character press the dialpad button that represents the letter or number Press the button again to see the next letter or number To accept a character press or press a different button When you press another button the cursor advances and the display shows the first character on the new button To delete a character press the BESP display button Numbers and letters on the dialpad ie 2 ABC2abc 8 DEF3def GHI4ghi 6 J KL5jkl 6 MNO6mno PQRS7pqrs B TUV8tuv 9 WXYZ9wxyz Quit oJ QZ Zeroqz Accepts displayed letter and comma The display can show up to 16 characters Whether the prompt remains on the display depends on the prompt The examples on the next page show how the prompt can appear CallPilot Reference Guide 12 Chapter 2 Using CallPilot An example of a display with fewer than 16 characters where the command line prompt remains on the display is the Fswd command line prompt Psd OTHE RETRY OK The prompt disappears for these command line prompts e Name e Log e Dest ph This display shows the Hame command line prompt Hare RETR BEF OF When you begin to enter the last name the Hare command line prompt disappears For example if you enter the name Partridge you press the dialpad button for P and the display drops the Hame prompt F RETRY BE SP ox Although the name is
100. tination CallPilot Reference Guide 88 Chapter 10 Off premise Message Notification Start start time gt 9 Press CHNG or 1 to change the start time CHHG HEAT or press NEXT or to accept the start time Stor stor timer 10 Press CHHG or 1 to change the stop time CHHG MEST or press HET or to accept the stop time E tyretnew 11 If you want to change message notification ne press CHHG or 1 if you want to be notified only when you receive an urgent message Press OK or f Msg notify 12 Press to end the session ACMIM SELECT P0919417 02 2 Chapter 10 Off premise Message Notification 89 To change the destination from phone or extension to pager 1 Press e t Follow the voice prompts or the display button options to open your mailbox 2 If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Mea notifs 3 Press AD IH or 1_ to change Off premise Message Notification z E gt ROMIN SELECT The displays show a review of the first destination type and destination number Hobifuicx gt Press CHHG or 1 to change the destination type and the oe uaa destination number lt x gt
101. ting include your name and a brief message explaining to callers that you are unable to answer their calls For example Hi This is Pat Smith m not able to take your call right now Please leave me a message at the tone and I will return your call as soon as possible If you are a new mailbox owner record your Primary mailbox greeting immediately Alternate mailbox greeting The Alternate mailbox greeting is normally used for special circumstances For example Hi This is Pat Smith I am out of the office until Thursday the 17th of December Although I am out of the office I do check my mailbox daily Please leave me a message at the tone and I will return your call as soon as possible Thank you After you record your greetings you must choose which greeting you want CallPilot to play You can change the selection at any time CallPilot Reference Guide 28 Chapter 5 Greetings Personalized mailbox greeting Personalized mailbox greetings are available only if your company subscribes to Caller ID CLID service from your local telephone company For more information about CLID ask your System Administrator A Personalized mailbox greeting plays to callers based on the caller s telephone number CallPilot recognizes the assigned incoming telephone number and plays the Personalized mailbox greeting For example Hi Susan I may have missed your call but I don t want to miss meeting you for lunch See you at
102. tions on page 49 e send a message to more than one recipient refer to Sending a message to more than one recipient on page 53 Use the procedures that apply to your interface e To record and send a message using the Open Mailbox feature Norstar Voice Mail on page 44 e To record and send a message using the Open Mailbox feature CallPilot on page 45 e To record and send a message using the Leave Message feature Norstar Voice Mail on page 46 e To record and send a message using the Leave Message feature CallPilot on page 46 CallPilot Reference Guide 44 Chapter 7 Sending messages To record and send a message using the Open Mailbox feature Norstar Voice Mail 1 Anew 4 saved PLAY REC ADMIH Record message 3 RETRY FAISE E Accert rec 4 RETRY PAUSE OF MMos DIF QUIT Smith Pat OPTS cc SEHD Press RJBJEJ Follow the voice prompts or the display button options on your telephone to open your mailbox Press REC or and record your message at the tone Record your message Press FAUSE or to pause your message When you wish to resume recording press COHT or to continue recording your message Press K or to end your recording or press RETR to erase and re record your message Press OF or to accept your message or press PLAY or to listen to your message or press RETR or to erase and re record your message Enter the
103. to record the call The maximum length of the Call Record message is determined by the Class of Service setting for your incoming message length If the mailbox message length is reached you hear the voice prompt Recording stopped The recording limit has been reached and the recording ends After Call Record stops you can re activate 9 E E to start another record call session The call is recorded in two separate messages if you do this Ask your System Administrator for the message length that is assigned to your mailbox feature by assigning you a Class of Service that includes Call Record In some areas Call Record is not available as it contravenes local laws Ask your System Administrator about the availability of Call Record in your area Note Call Record is not enabled by default The System Administrator must enable this gt Using Call Record If you use record a call CallPilot puts the recorded call in your mailbox You can forward the recorded call to other mailboxes To record a call 1 While you are on an active call press eJ eJE Before recording begins all parties on the call hear the prompt This call is being recorded and a recording tone Recording Press QUIT to end recording PAUSE QUIT or press PAISE to suspend recording Press RESUME to continue recording or press QUIT to end recording 3 When you stop recording all the parties on the call hear the prompt Recording stopped
104. with access to internal messaging and call routing features Guest mailboxes do not have an operating extension They are assigned a number that looks and works like an extension This lets the Guest mailbox owner access CallPilot the same way a subscriber accesses their mailbox from another extension or phone If you need a guest mailbox request one from the System Administrator Information mailbox Information mailboxes play informative messages to callers Information mailboxes do not have an operating extension and callers cannot leave a message in them A voice prompt provides callers with access to Information mailboxes Callers reach an Information mailbox through the Automated Attendant Custom Call Routing CCR or the Operator Information mailboxes are created by the System Administrator and either the System Administrator or a mailbox owner can record Information mailbox greetings For more information on Information mailbox greetings refer to Information mailbox greetings on page OF P0919417 02 2 Chapter 2 Using CallPilot 15 Special mailboxes Special mailboxes are set up automatically when CallPilot is initialized The Special mailboxes include e General Delivery Mailbox e System Administrator Mailbox General Delivery Mailbox The General Delivery Mailbox stores messages e from callers who use a rotary dial phone e for people in your company who do not have Subscriber mailboxes The System Admini

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