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Avaya CallPilot Telephone User's Manual

1. Grtd table RETRY OK AA menu prompti Y CHHG OK Promet pri PLAY REC QUIT Record Prompts RETR ok Accert Prompt RETR PLAY OK AA menu Prompt H CHHG FEC OK Morning CHHG PLAY HET Greeting RETR OK Morning i gt CHHG PLAY HEST 1 10 11 12 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press AA Press THBLE Enter a Greeting Table number from 1 to 4 and press OE Press CHHG Press REC At the tone record your primary Custom prompt Speak slowly and clearly at a pace that is easy to understand Press OK To accept the recording press OK or to re record the prompt press RETR Press OE Press CHHG to assign a new greeting number to this Greeting Table or press MET to go to step 13 the afternoon greeting Enter a greeting number and press OK Refer to page 82 for the number of greetings available for your system Press HEST CallPilot Telephone Administration Guide 88 Chapter 4 Setting up the Auto Attendant Afternoons 13 To continue assigning the Afternoon Evening and Non business ene FE ee Greetings to the Greeting Table repeat steps 10 through 12 or Eveningiz if fie
2. See RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press Ok Admin 2 Press OTHF HED AA OTHF Admin 3 Press CCR GLIST CCR OTHR CCR Admin 4 Press ADMIN AGM IH CCR tree 5 Enter the number of the CCR Tree you want to delete and press OK RETRY OF Tree x 6 Press B CHHG QUIT Delete tree x 7 Press YES YES HO Tree deleted 8 This display appears briefly CCR Admin 9 Press to end the session AGCMIH NN40090 500 Chapter 6 Working with CCR Trees 131 Changing a CCR Tree message Use this procedure to change the recorded message for a Menu or an Information node 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK aa For information about creating a user with voice mail oo rer N a 7 x GUIT RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press OK Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CLR GLIST CCR CCR Admin 4 Press ADMIH AGMIH CCR tree 5 Enter the number of the CCR Tree that you want to change and RETRY Ok press OF Tree x 6 Press CHNG CHHG PRINT QUIT Path 7 Enter the Path of the node you want to change and press OK RETRY EHD OK x xxxx 8 Press CH
3. Chapter 12 Default configuration values 203 Default Feature Codes Leave Message Feature 980 Open Mailbox Feature 981 Operator Status Feature 982 Configuration Feature 983 CallPilot extension number Feature 985 Transfer to mailbox Feature 986 Interrupt Feature 987 Record A Call Feature 989 Message storage times Business Communications Manager BCM 200 hours CallPilot Telephone Administration Guide 204 Chapter 12 Default configuration values NN40090 500 205 Glossary AA See Auto Attendant Administration The tasks involved in setting up and maintaining Mailboxes Greetings CCR Trees and CallPilot configuration Alternate extensions When a caller dials an extension that is programmed to have one or more alternate extensions CallPilot rings at all of the sets simultaneously The first set to answer accepts the call The other sets cannot access the line or use the Interrupt Feature Feature 987 to access the answered line Alternate extensions are available only on Subscriber mailboxes Alternate Greeting A greeting that is recorded for a Personal Mailbox and played only on exceptional occasions such as absence Alternate Language A secondary language used for greetings and prompts To use an Alternate Language you must enable the Bilingual Option The Alternate Language cannot be t
4. CallPilot Telephone Administration Guide 216 Index setting feature code range and numbers 127 Operator password change 155 Operator password resetting 155 Operator Status 154 default extension 156 setting 154 Outbound Transfer and outdial method 30 Class of Service default setting 29 in Class of Service 28 troubleshooting 182 Outdial route mailbox 30 P Parameters access code 173 area code 173 long distance access code 173 reply translation 173 setting 174 Park and Page 33 Password locked out 47 183 default 35 expiry 48 incorrect lock out 47 Mailbox 47 Mailbox expiry 28 Operator 155 resetting Operator 155 resetting System Administrator 153 trivial 47 troubleshooting 183 Password attempts in Class of Service 28 Password expiry in Class of Service 28 Path Custom Call Routing CCR 105 number troubleshooting 184 Prime Set CallPilot Feature Compatibility 198 Private line CallPilot Feature Compatibility 198 Prompt language in Class of Service 27 Properties mailbox 30 R Recording Company Greetings 83 regulatory information 2 Reply Feature troubleshooting 182 Resetting CallPilot 149 Operator password 155 System Administrator password 153 Ringing Answer Button 189 Rings assigning 93 S Sending a Group Message 60 66 Service Modes CallPilot Feature Compatibility 199 Set Relocation CallPilot Feature Compatibility 196 Sub menu Custom Call Routing
5. Eve CCR tree Ho 22 Press HET CHHG HEAT HBus CCR tree H0 23 Press HEXT CHHG HEAT NN40090 500 Chapter 4 Setting up the Auto Attendant 89 Mor DH Disable H CHHG MEST Aft DH Disable H CHHG HEST Eve DH Disable H CHHG HEST HEU DH Disable H CHHG HEST Ho mornil200 am CHHG DAY HET Enter Arr RETRY AM PH Mo morn iBbsan CHHG DAY HEST Mo aftr 12 68 Pr CHHG DAY HET Enter hhmmsiz il gt RETRY AM PH Hon aft 12 81 Pm CHHG DAY HEST Ho eve 6 BBSeMm CHHG DAY HET Enter hhmm ggi RETRY AM PH Mo eve A6815em CHHG DAY HEST Mo nonb lt 688 gt Pm CHHG DAY HET Enter hhmm asal RETRY AM PH 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 If you want to use Auto Attendant Time of Day Blocking for the morning hours press CHHG or if you do not want blocking for the morning hours press HEST If you want to use Auto Attendant Time of Day Blocking for the afternoon hours press CHMG or if you do not want blocking for the morning hours press HEAT If you want to use Auto Attendant Time of Day Blocking for the evening hours press CHHG or if you do not want blocking for the morning hours press HEST If you want to use Auto Attendant Time of Day Blocking for the non business hours press CHHG o
6. For more information on destinations see Destination types on page 105 Path 12 Press EHD RETR EMD Ok Tree x 13 Press SALE ZANE QUIT Save as tree x 14 Press YES YES THF QUIT Tree saved 15 This display appears briefly CCR Admin 16 Press to end the session ADMIH NN40090 500 Chapter 6 Working with CCR Trees 117 Adding a Transfer node A Transfer node directs a caller to an internalextension or an external number You can add a Transfer node to a CCR Tree at any time To add a Transfer to an internal extension 1 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press OK FE For information about creating a user with voice mail og oe Sates tee A QUIT RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press QE Admin 2 Press OTHR MBO AA OTHF Admin 3 Press CLR GLIST CCR CCR Admin 4 Press ADMIH ACHIH CCR tree 5 Enter the number of the CCR Tree you want to add a Transfer node RETRY ok to and press OK Tree x 6 Press CHHG CHHG QUIT Path 7 Enter the Path number and press OK RETRY END ok For example to create a Transfer node on the second level of a CCR Tree enter The first 1 is the path of the first level Menu node The se
7. NN40090 500 Chapter 1 Getting started 19 To accept a character press or press another 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 BE SF display button Numbers and letters on the dialpad 1 2 ABC2abc B DEF3def GH14ghi 6 JKL5jkI 6 MNO6mno PQRS7pqrs B TUV8tuv 0 WXYZ9wxyz Quit 0 QZ Zeroqz Accepts the displayed letter and comma The display can show up to 16 characters Whether the prompt remains on the display depends on the type of prompt that is displayed Psd pt OTHE RETRY OK Hare RETRY EKSP OK F RETRY BESP OF PARTE IDGE RETRY BESP OF This is an example of a display with fewer than 16 characters where the command line prompt remains on the display This display shows the Hame command line prompt When you begin to enter the last name the Name 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 Although the name is only nine characters long the command line prompt is not shown on the display after you enter the entire name The prompt disappears for these command line prompts e Name e Log e Dest ph Related Publications This section provides a list of addition
8. button the recording session ends Correcting Talk Off requires adjustments to your CallPilot system Call your advice line for more information You cannot create a Group List The maximum number of Group Lists that can be created is 99 The CallPilot Group List must be enabled during installation If the Group List feature is not enabled you cannot create a Group List To enable this feature you must reset CallPilot For instructions on resetting CallPilot see About resetting CallPilot on page 149 CallPilot does not accept a Path number for a CCR Tree If you enter an incorrect digit while you are assigning a Path number an error message appears The possible causes are e You entered an incorrect Path number You can use only numbers 1 through 8 as Path numbers Do not use 0 or 9 as Path numbers e You tried to exceed the maximum number of levels e You are trying to access a level of a Tree whose previous level does not include a Menu node You must add a Menu node to the first level to let callers move to the second level A CCR Tree cannot be deleted A Tree cannot be deleted while it is in use You must disable the Tree before you can delete it Note For more information about deleting a CCR Tree see Deleting a CCR Tree on page 130 NN40090 500 Chapter 10 Troubleshooting CallPilot 185 Interruptions while building or changing a CCR Tree If you press by mistake if there is a
9. 2 Afternoon Greeting Good afternoon You have reached Touchstone Marketing 3 Evening Greeting Good evening You have reached Touchstone Marketing 4 Non business Greeting You have reached Touchstone Marketing Our business hours are Monday to Friday from 8 00 a m to 5 00 p m Please stay on the line and leave a message Thank you for calling Greetings 1 through 4 are assigned by default to all Greeting Tables This means that Greeting 1 plays as the Morning Greeting for Greeting Table 1 2 3 and 4 If you use only one Greeting Table the numbered greetings you record from 1 to 4 play automatically You do not have to assign Greetings 1 to 4 to the table but you must select the language preference If you use a Primary and Alternate Language record the option P instruction in both languages For example if you use English as your Primary Language and French as your Alternate Language your main greeting can be in English and the option P instruction can be in French For example Good morning This is Touchstone Marketing To use our voice messaging service in French please press Q Since the default Auto Attendant Menu prompt does not announce an Alternate Language option in your greeting you must tell callers to press P to use the Alternate Language Company Greetings can be 0 to 10 minutes in duration If you need to change the greeting duration you must change the Class of Service assign
10. Changing a mailbox After you add a mailbox you can change the mailbox password extension Class of Service display name appearance in the Company Directory Message Waiting Notification outdial route Alternate extension Auto Login Express Messaging Line Call Screening Park and Page Note Reset a password only if the mailbox owner forgets it or is locked out The password for a reset mailbox is 0000 Mailbox owners cannot access their messages until they change the default password After you reset a mailbox password tell the mailbox owner to change the default password as soon as possible While the mailbox has the default password the mailbox is vulnerable to unauthorized access CallPilot Telephone Administration Guide 50 Chapter 3 Working with mailboxes To change a mailbox 1 If you use a Business Communications Manager system a Press eJ s Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide rer b Enter the user password and press QE QUIT RETRY Ok Admin 2 Press HBOS MHEDS AA OTHR Mailbox Admin 3 Press CHHG ABD DEL CHHG Mbox 4 Enter the mailbox number or press DIR to use the Company DIR Directory Password 5 If you want to change the passwor
11. press HHG to toggle between Y and No Match Firstname 5 Press OK to search by first name CHHG OF or press EHHG to select last name or first and last names 6 Press to end the session NN40090 500 Chapter 8 CallPilot operations 165 Outdialing You can designate the maximum number of voice channels that CallPilot can use at one time to place outgoing calls The default number of voice channels assigned for outdialing is one 1 Outdialing calls are placed when you use Off premise Message Notification Outbound Transfer or AMIS networking Set Outdialing channels to no more than half of the total channels available on CallPilot Ensure you reserve enough channels to accommodate incoming calls Note Enable Outbound Transfer only for users who require this feature Outbound gt Transfer increases the likelihood of unauthorized use of the CallPilot system For more information on Off premise Message Notification and Outbound Transfer features see Class of Service values on page 29 To designate the number of channels for outdialing 1 Ifyou use a Business Communications Manager system a Press RJ BJBJ Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail e RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press OK Admin 2 Press 6 M
12. CallPilot Telephone Administration Guide BCMSO 3 0 CallPilot Document Status Standard Document Number NN40090 500 Document Version 02 01 Date August 2007 NORTEL Copyright 2005 2007 Nortel Networks All Rights Reserved 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 Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Task List GENG GIANG 2 ont ccs cob ce a E gece csengssas 13 CallPilot mMalbOxGS 4 166660 60b0 0450454608 60000406 oR ed dO OR 23 Tor UC ON 8 peemeererenr rent rere ee teree reer errr rary rere tern rrr re trer rere rete rrr rere 33 To mitalize o malaa A eRe Ete 35 To check which mailbox interface YOU USE sis cccescaniasenadaassaceqasaarnaansadeaadaseasnarnaneadeateces 36 Working with mailboxes 0 0c eee 37 Toadd a SU Se MADOX ssa iascdivevaasesvonsiaiants cone sete iam tenna lanes liaise 38 To adda Guest INI is
13. 1 10 11 12 13 14 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press OTH Press CCR Press ABMIH Enter the number of the CCR Tree that you want to change and press OK Press CHHG Enter the Path number of the node you want to change and press OK Press CHHG The display shows Info if you are changing an Information node Press HEAT Press CHHG Change the destination type press FREN return the caller to the previous menu or press HOME to return the caller to the Home node or press DISC to disconnect the call Press OK Press EHD Press SANE CallPilot Telephone Administration Guide 136 Chapter 6 Working with CCR Trees Sawe as tree x 15 Press YES YES OTHE QUIT Tree saved 16 This display appears briefly CCR Admin 17 Press to end the session ACMIM NN40090 500 Chapter 6 Working with CCR Trees 137 Changing a Transfer node To change a Transfer node 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press O
14. Auto Login must be their primary or alternate telephone Auto Login is disabled by default CallPilot Telephone Administration Guide 32 Chapter 2 CallPilot mailboxes Express Messaging Line When you create a Subscriber mailbox you can assign an Express Messaging Line to it if subscribers want to have fax and voice calls go to the Subscriber Mailbox without ringing at their extension Callers hear the mailbox greeting and can leave voice and fax messages When Message for you appears on the telephone display subscribers can open their mailbox and access their voice and fax messages You must enable the Fax option so subscribers can receive fax message on the Express Messaging Line For a Business Communications Manager system you can set up an Express Messaging Line as Fax Only If you select the Fax only option the caller does not hear a greeting and cannot leave a voice message If you select this option the caller can send a fax immediately If you do not select the Fax Only option the caller hears a greeting and can leave a voice or fax message Give the seven digit phone number associated with the line you assign as the Express Messaging Line to the subscriber For example if line 20 is the Express Messaging Line and the associated phone number is 555 2424 give this phone number to the subscriber After you assign a line to a mailbox you cannot assign the line to another function until you remove the line from
15. CHHG HEST Auto Logon H CHHG HEST Restricted Y CHHG HEST Med line tnone Y CHHG HET Med line RETR OK Med line xx CHHG HEST Fax Only Line H CHHG HEST 24 25 26 27 28 29 30 31 32 33 34 35 Press CHHG if you want to assign a fourth Alternate extension or press MET and go to step 30 This display does not appear unless you assign an Alternate extension to the previous alternate extension Enter the fourth Alternate extension and press OK Press HEAT Press CHHG if you want to assign a fifth Alternate extension or press MET and go to step 30 This display does not appear unless you assign an Alternate extension to the previous alternate extension Enter the fifth Alternate extension and press OK Press HEAT Press HEYT if you do not want to enable Auto Login for the subscriber and go to step 31 or press CHHG and then press HEXT Press HEST if you want to enable Mailbox Restrictions for the subscriber and go to step 32 or press CHHG and then press HEXT Press CHHG to assign an Express Messaging Line or press MET and go to step 36 Enter an Express Messaging Line number between 1 and 500 and press QE Press HEAT Press HEXT if you want the Express Messaging Line mailbox to accept both voice and fax messages and go to step 36 or if you want the Express Messaging Line mailbox to accept only fax messages press C
16. Display buttons About Nortel Business Series Terminal telephone buttons This table shows the Nortel 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 Fy Handsfree Bottom right hand Handsfree button Mute Hold o Hold es Volume Control CJ K D Release a RIs F You can enter or _Fx_ and the code to use a feature For example press Q 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 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 Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and letters 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
17. For Off premise Message Notification the minutes between attempts to notify the recipient of a new or urgent message The retry interval is from 1 to 120 minutes Number of attempts For Off premise Message Notification the number of attempts the system makes to notify the recipient of a new or urgent message The number of attempts is from 1 to 20 Outbound Transfer Lets a caller who reaches a mailbox transfer to an external telephone number or an extension Incorrect password attempts The maximum number of incorrect password attempts before a mailbox owner is locked out of their mailbox The incorrect password attempts are from 4 to 20 Password Expiry The maximum length of time a mailbox password is active The password expiry is from 1 to 365 days or 0 never expire Networking If the Message Networking option is installed lets callers send messages to mailboxes at various sites on a communication network Target Attendant Lets subscribers set up a Personal Target Attendant Otherwise callers are directed to the Target Attendant specified in the Greeting Table Record A Call Lets subscribers use the Record A Call feature With Record A Call C2 8 a subscriber can record an active telephone call The recorded message is placed in the subscriber s mailbox User Interface The user interface used for the mailbox There are two mailbox UI choices Norstar Voice Mail NVM and Ca
18. For more information see the CallPilot Manager Set Up and Operation Guide Greetings play at the wrong time of day There are four possible causes for this problem 1 The Business Status is not set to open Refer to Setting the Business Status on page 156 for information The wrong greeting numbers are assigned to the Greeting Table The business hours are set incorrectly The system time and date are incorrect for your telephone system Greetings play on the wrong line Verify that your lines are assigned correctly If you find the information is incorrect you must reassign lines to the Greeting Table Refer to Configuring line answering on page 91 CallPilot Telephone Administration Guide 182 Chapter 10 Troubleshooting CallPilot A telephone cannot be forwarded to the system If you try to forward your incoming calls to the system and the display shows Forward denied it is possible that you are forwarding to the wrong extension number Use Feature 985 to display the correct extension number for the system and compare this number to the extension that you are trying to forward your telephone to Feature 981 produces a Log prompt on the telephone display Whenever the Log prompt appears on the display it can be caused by the telephone not having an assigned mailbox If the extension does not have an assigned mailbox CallPilot requests both a mailbox number and a password A subscriber cannot reply to an exte
19. NN40090 500 Chapter 11 CallPilot configuration tips 193 CallPilot for a medium business Bridge Stone Engineering CallPilot is assigned as the Call Forward No Answer CFNA extension for all telephones in the office This means that any call that is not answered by a mailbox owner transfers to their mailbox Subscribers have buttons programmed on their display telephone for the CallPilot Leave Message C2 Q 8 OJ and Open Mailbox C2 Q J This gives easy access to these frequently used features Employees have a mailbox number that is the same as their telephone extension Subscribers have initialized their mailbox and recorded a Personal Mailbox Greeting When the receptionist is not available Custom Call Routing routes callers along a call path The central receptionist Bridge Stone s receptionist handles all calls from the published telephone number When the receptionist is unable to answer the telephone within four rings the Auto Attendant answers the call The receptionist is also the designated Operator When a caller presses 0 to speak with the operator the caller transfers to the receptionist Here is how Bridge Stone s communication system works Bridge Stone s public telephone number is 555 1234 All lines appear on the receptionist s telephone CallPilot is the Prime Set for each of the six lines The Delayed Ring Transfer DRT feature forwards unanswered lines to the Auto Attendant
20. Park and Page node A Park and Page node parks a call and announces it to a paging zone overhead paging system or both Depending on the configuration you select the page can be repeated until the parked call is answered An unanswered call returns to the CCR Tree CallPilot Telephone Administration Guide 106 Chapter 5 Custom Call Routing An example of a CCR Tree Home node To place an order press To add your name to our mailing list press To speak to our sales department press To speak to our service department press To speak to our receptionist press 0 Transfer Sub menu Mailbox Sub menu Transfers the call to the Service department To leave an order request press To speak to the sales department press To place an order press To be included on our mailing list leave your name and address after the To speak to the order desk tone ress 2 P To hear about our sales Destination PREV contest press Information Information message Our weekly specials are Destination PREV Transfer Transfers the call to the order desk Mailbox Leave your contact information and a sales person will contact you Destination DISC Park and Page Parks the call and pages the sales department message Ideal Office Machines is having a sales contest NN40090 500 107 Chapter 6 Working with CCR Trees Building a CCR Tree Note To minimize the poten
21. a Broadcast message eliminates recording and sending the same message several times You can change the Broadcast message address As the System Administrator you are the only person who can send Broadcast messages In order to send a Broadcast message you must know the Broadcast message address e Ifyou use the CallPilot interface P 0 0 is the default Broadcast message address e If you use the Norstar Voice Mail interface P is the default Broadcast message address Note Broadcast messages are not sent to Information or General Delivery mailboxes To send a Broadcast message you must follow the procedures that apply to the interface you use For information about checking what interface you use see the CallPilot Reference Guide CallPilot Telephone Administration Guide 144 Chapter 7 Broadcast and Information messages To record and send a Broadcast message Norstar Voice Mail Log QUIT RETRY OK Anew B saved PLAY FEC AGMIW Record message RETRY PAUSE OK Accert rec RETR PLAY OK 1 Press Jei If you are recording a Broadcast message from a set that has a mailbox press OTHR Enter the System Administrator Mailbox number and password Enter the Broadcast message address P is the default Broadcast message address At the tone record your Broadcast message and press OK to end your recording Press PLA to listen to your Broadcast message before sending it o
22. from 1 to 3 or All If in the previous step you selected SPER this display does not appear Retries 13 The default number of retries 1 appears CHNG MET To select a different number of retries press CHHG and select a number from 0 to 5 that is the number of times the system will try to page to the paging zone Interval 14 The default interval of 15 seconds appears oe els This is the number of seconds between paging retries The retry time is measured from the end of the playback of the page To specify a different interval press EHHG and enter a value between 5 300 seconds Primara rec 15 Press REC to record your primary recordings These recording are REC PLAY HEST played over the paging zone or overhead paging system followed by the park string If you have recorded Customized Digits the entire prompt is played in your voice Path 16 Press EHD RETRY EHC OF Tree x 17 Press SALE SAME GUIT Save as tree x 18 Press YES VES OTHE QUIT Tree saved 19 This display appears briefly CCR Admin 20 Press to end the session ACMIM NN40090 500 Chapter 6 Working with CCR Trees 141 Deleting a Path If you delete a Path all messages prompts and options on the Path are also erased After you delete a Path you cannot recover it To delete a Path Log GUIT RETR Admin MBO AA OTHR Admin GLIST CCR CCR Admin
23. 8 CallPilot operations 161 To change the language availability and the Primary and Alternate Languages Log QUIT RETR OK Admin MBO AA OTH Bilingual iy CHHG HET Bilingual CHHG HET Prim lang WAEns CHHG HET Prim lang HAEng CHHG HET Sec lang HASFa CHHG HET 1 If you use a Business Communications Manager system a Press RJ BJBJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OE Press 2 This option does not appear as a display button option Press CHHG if you want to toggle the bilingual option between Y and N Steps 4 and 5 appear only if you have the bilingual option enabled Press HET if you want to change the primary language Press CHHG to toggle the primary language choices In this example North American English is the primary language Press HEST Press CHNG to toggle the secondary language choices In this example North American Spanish is the secondary language Press 4 to end the session Group List leading digit When CallPilot is installed a number from 0 to 9 is assigned as the Group List leading digit The default Group List leading digit is 9 and 901 to 999 is your range of Group Lists You can change the Group List leading digit If y
24. AA Return to AA Y 5 Press CHHG a bea If you select N callers cannot return to the Automated Attendant Menu prompt after they leave a message 6 Press to end the session CallPilot Telephone Administration Guide 160 Chapter 8 CallPilot operations CallPilot default system options You can change these default CallPilot system options e Language availability on page 160 e Group List leading digit on page 161 e Voicemail on page 162 e Company Directory on page 164 e Outdialing on page 165 e General Delivery Mailbox on page 166 e Minimum Message Length on page 167 e Enabling a keycode on page 168 e External Mailbox Initialization on page 169 Language availability You can disable or enable the CallPilot bilingual option that is assigned during installation You can change the Primary Language on a bilingual CallPilot system Business Communications Manager can use all the available languages You can configure a Business Communications Manager system at anytime to use any of the available languages If you disable bilingual operation or change the Primary Language choice on a bilingual system the change affects e language designations for Greetings assigned to the Automated Attendant e voice prompt selections for callers who use the Automated Attendant e voice prompt selections for callers who transfer to mailbox greetings NN40090 500 Chapter
25. AGM IH CCR tree RETR Tree x CHHG Paths RETRY EHD CHHG ERASE Erase Fath YES HO Fath erased Paths RETRY EMD OF Tree x SAWE QUIT Save as tree x YES OTHF QUIT Tree saved 10 11 12 13 14 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press OTHR Press CCR Press ABMIH Enter the number of the CCR Tree that you want to change and press OF Press CHHG Enter the Path number you want to delete and press OK Press ERASE Press WES This display appears briefly Press EHD Press SAIE Press YES This display appears briefly CallPilot Telephone Administration Guide 142 Chapter 6 Working with CCR Trees CCR Admin 15 Press to end the session ACMIM NN40090 500 143 Chapter 7 Broadcast and Information messages About Broadcast messages You can send Broadcast messages if you need to send a message to every initialized mailbox on your phone system Broadcast messages play on all mailboxes initialized with CallPilot You can send a Broadcast message to announce meetings special company events and reminders Sending
26. CCR 104 Sub menu Custom Call Routing CCR 104 Subscriber Mailbox adding 37 overview 24 System Administrator Mailbox 23 password resetting 153 T Target Attendant in Class of Service 28 Telephone line display 17 Testing CCR Tree 126 Time and Date troubleshooting 182 Timeout CallPilot Feature Compatibility 197 Touchtone Gate 95 trademarks 2 Transfer Callback CallPilot Feature Compatibility 199 Transfer node 137 changing 137 Trivial password 47 Trivial password checking enabling 54 Troubleshooting accessing a line or line Pool 182 Automated Attendant 181 Call Display Information 181 CallPilot 181 CCR Tree 185 Company Directory 183 error messages 185 Extension number length 182 Forward denied 182 General Delivery Mailbox 181 greetings 181 NN40090 500 Index 217 Group List 184 log prompt 182 mailbox not accepting messages 183 message lost ina mailbox 183 password lost 183 Path Number 184 Reply Feature 182 Time and Date 182 Two line display using 17 U Unified Messaging 14 User interface in Class of Service 28 CallPilot Telephone Administration Guide 218 Index NN40090 500
27. Destination On a CCR Tree the Destination determines where the caller is directed after they listen to an Information message or leave a message in a mailbox The Destination types are e PREN returns the caller to the Previous menu NN40090 500 Glossary 207 e HOME returns the caller to the Home Menu e DISC disconnects the call You can assign destinations only to Information and Mailbox nodes Display A one line or two line display on a business telephone that shows CallPilot commands and options Display buttons The three buttons that appear below a two line display telephone When pressed these buttons select the specified CallPilot option Display options The choices available to a mailbox owner that appear on aNorstar two line display You select options that appear on the display from the display or dialpad buttons ATA 2 A Nortel product that allows the connection of an analog device such as a single line telephone or a facsimile machine to a telephone system Envelope information A date and time stamp that appears on all messages left in a mailbox When a message is left by another mailbox owner envelope information includes the message sender s name Extensions A two to seven digit number that is used to reach a designated telephone Extension length The number of digits in an extension and an CallPilot mailbox number The extension length ranges from two to seven digits Feature code
28. Feature Compatibility 196 Auto Login 31 Automated Attendant Business Status 156 changing the status 159 greetings 82 troubleshooting 181 Broadcast message about 143 recording 143 Business Status setting 156 C Call Display Information troubleshooting 181 Call Forward All Calls 190 No Answer 190 Call methods Fax On Demand 76 one call method 76 two call method 76 Call Record in Class of Service 28 CallPilot Call answering 93 configuration for medium business 193 configuration for small business 191 default password 35 resetting 149 troubleshooting 181 CallPilot error messages 185 CallPilot Feature Compatibility ATA 2 and ASM 196 Autodial 196 Camp On 196 Delayed Ring Transfer DRT 197 Disconnect Supervision 197 Do Not Disturb DND 197 Intercom numbers 197 Language choice 198 Messages 198 Night Service 198 Prime Set 198 Private line 198 Service Modes 199 Set Relocation 196 Timeout 197 Transfer Callback 199 CallPilot options Contact Center 15 Desktop Messaging 15 Message Networking 15 Unified Messaging 14 Camp On CallPilot Feature Compatibility 196 CCR adding a Fax On Demand mailbox 79 CCR Tree changing 129 deleting 141 designing 103 Destination type 135 disabling 129 erasing a Path 141 Mailbox node 115 133 overview 103 planning 103 setting feature code range and numbers 127 Transfer node 137 troubleshooting 185 Class of Service 27 Call Record 28 default values 29 greet
29. MBO AA OTHR Auto Atdt Admin GETG TABLE LIHES Line number CHHG TABLE WEST RETR OK Lineil Ane iH CHHG HET Line Ans AA Lineil Tableil CHHG FIHGS HEST Grtd table RETRY Ok Lineil Tableil CHHG FIHGS WEST If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OF For information about creating a user with voice mail administration rights see the Business Communications Administration Guide b Enter the user password and press OK Press AA Press LIMES Enter the number of the line you want to configure and press OK Press CHHG to toggle the Answer status from H to AA Press TABLE Press CHHG Enter a Greeting Table number and press OK Refer to page 82 to see the number of greeting tables available for your system If you want to continue adding lines press HET and repeat steps 5 to 9 or press C to end the session CallPilot Telephone Administration Guide 92 Chapter 4 Setting up the Auto Attendant Changing line configuration You can view or change the answer status of any line that is added to CallPilot To change or view how a line is answered 1 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a us
30. Note Delayed Ring Transfer is a telephone system wide call handling feature All lines programmed as DRT to Prime are forwarded after four rings This is done by setting the Prime Set of the line to the CallPilot extension CallPilot Telephone Administration Guide 194 Chapter 11 CallPilot configuration tips Greeting Table 1 for Bridge Stone Engineering Greeting 1 Good morning You have reached Bridge Stone Engineering The CCR Home Menu plays after the greeting You can make Company Greetings up to five minutes long Greeting 2 Good afternoon You have reached Bridge Stone Engineering Greeting 3 Good evening You have reached Bridge Stone Engineering Greeting 4 You have reached Bridge Stone Engineering The office is closed at this time Stay on the line to leave a message CallPilot uses Greeting Table 1 to answer calls after four rings Depending on the time of day different recorded greetings play for the Morning Afternoon and Evening When the Business Status is No the Non business Hours Greeting plays Greeting Table 1 answers calls using greetings 1 through 4 Greetings 1 through 4 play unless you assign different greetings When the Greeting Table was configured English was chosen as the Primary Language Note Lines used must be assigned to the Greeting Table before the Greeting Table greetings are used After the Company Greeting the CCR Home Menu voice
31. Press CHHG if you want to change the maximum number of incorrect password attempts or press HET and go to step 33 Enter a value of 1 to 20 Press OK Press HEAT Press CHNG if you want to change the password expiry setting or press HET and go to step 36 Enter a value of 1 to 365 Press OK Press HEAT Press CHHG if you want to change the network setting or press HET and go to step 38 This appears only if the Message Networking option is installed Press HEAT CallPilot Telephone Administration Guide 58 Chapter 3 Working with mailboxes Attd Allowed Y 39 Press CHNG if you want to change the personal attendant setting CHHG HEST or press MET and go to step 40 Attd Allowed H 40 Press MEST CHHG HET Record Call Y 41 Press CHNG if you want to change the record call setting CHHG MEST or press HEXT and go to step 42 Record Call H 42 Press HEST CHHG HEXT UT CallPilot 43 Press CHNG if you want to change the user interface from CallPilot to CHNG HEST Norstar Voice Mail NVM or press HE T and go to step 43 UI HUM 44 Press to end the session CHHG HET NN40090 500 Chapter 3 Working with mailboxes 59 Deleting a mailbox Before you delete a mailbox ensure the mailbox owner has listened to all their messages When a mailbox is deleted all messages stored in that mailbox are deleted and the mailbox is deleted autom
32. SPKR or BOTH Press OK to accept the zone shown or press CHHG and enter the Zone from 1 6 that you want paged in or press ALL If you chose overhead paging SPKR in the previous step this step does not appear Press HEST to accept the page retries shown or press CHHG and enter how many times you want the system to retry paging from 0 5 CallPilot Telephone Administration Guide 54 Chapter 3 Working with mailboxes Intervwaliis 44 Press OK to accept the retry interval shown CHHG OF or press CHHG and enter the number of seconds between paging retries The range is 5 300 seconds Mailbox Admin ADD DEL CHHG 45 Press to end the session To enable Trivial Password Checking 1 If you use a Business Communications Manager system Log QUIT RETRY DE Admin MBO AA OTHR Woice Mail CHHG HEST Dir Avail Y CHHG HEST Hatch Lastname CHHG DE Min m23 leni CHHG Ook TRUL Psd Chk H CHHG HEST TRUL Fswd Chk CHHG HEST Admin MBO AA OTHR a Press 9 Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press QE Press 4 This option does not appear as a display button option Press HEST Press HET Press O
33. Suite keycode enabled you can add a Fax Overflow mailbox A Fax Overflow mailbox is a mailbox for your fax machine If the fax machine cannot answer the incoming fax call the call is answered by CallPilot The fax messages received are stored in the Fax Overflow mailbox When the fax machine is ready to accept fax calls the system sends the stored fax messages to the fax machine Add a Fax Overflow mailbox for each fax machine connected to your system If the retry limit is reached for a fax message it is automatically sent to the General Delivery mailbox You can then open the General Delivery mailbox and forward the fax message to a fax machine on your system You should check the General Delivery mailbox regularly You can set up Off Premise Message Notification to notify you when a message is received in the General Delivery mailbox For more information see the CallPilot Reference Guide CallPilot Telephone Administration Guide 68 Chapter 3 Working with mailboxes To add a Fax Overflow mailbox Loa QUIT RETR ok Admin MBO AA OTHR Mailbox Admin ADD DEL CHHG Mbox RETRY QUIT Tyre subscriber HEST OK Tyre ft ax overt lo HET OK Ext RETR OK Harme RETR BESP OK Retriesi99 CHHG HET ketriesi RETR DE Retriesinx CHHG HET Interval il CHHG OK Interval CHHG OK 1 10 11 12 13 If you use a Business Co
34. Working with mailboxes 75 To record a Fax On Demand greeting Primary Greeting FEC PLAY HET Record greeting RETRY DE Accert greeting RETR PLAY Ok Primary Greeting FEC PLAY HET 1 Press PBJ Follow the voice prompts or the display button options to open the Fax On Demand mailbox 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 AGMIH or 6 e Press GREET or 2 e Go to step 3 Press REC or fi Press OK or to end the recording Press GE or f to accept the recording or press PLAY or 1 J to listen to the greeting or press RETR or to rerecord the greeting To record an alternate Fax On Demand mailbox greeting press HET or and follow the instructions that appear on the display If the bilingual option is not enabled on the system the alternate greeting cannot be recorded Press to end the session CallPilot Telephone Administration Guide 76 Chapter 3 Working with mailboxes Changing the parameters of a Fax On Demand mailbox You can change any parameter assigned to the Fax On Demand mailbox except for the mailbox number If you want to change a mailbox number you must first delete the mailbox and then add the new Fax On Demand mailbox Log 1 If you use a Business Communications Manager system QUIT RETR Ok a Press eJ Enter the telset U
35. You access Mailbox Manager at http lt BCMIPaddressOrHostName gt Mailbox Manager To initialize a mailbox 1 Press BJB 2 Log on by following the voice prompts Must change Pswd 3 This display appears briefly to indicate that you must change your password Pswd 4 Enter a new password from four to eight digits long that does not RETRY 0E start with zero Press OK or J AJain i 5 Reenter your new mailbox password and press OK or RETRY OK Record name 6 Atthe tone record your name in the Company Directory RETRY OK Include your mailbox number in the recording For example Pat Smith mailbox 5813 Press OK or to end the recording Accert name 7 Press OK or to accept the recording RETRY PLAY Ok or press PLA or fi to listen to the recording or press RETR or to re record your name 8 Press to end the session CallPilot Telephone Administration Guide 36 Chapter 2 CallPilot mailboxes Checking which mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot You determine which interface is assigned to mailboxes Use this procedure to check which mailbox interface you use then follow the procedures in the guide that apply to your interface Some procedures apply to both interfaces To check which mailbox interface you use 1 Press PBJ Follow the voice prompts or the display button options to
36. appearance of the same incoming telephone line and one of these telephones is programmed with the Call Forward All Calls CFAC or Call Forward No Answer CFNA forwarded to CallPilot features incoming calls on the incoming telephone line are directed to the mailbox of the programmed telephone For example if a marketing receptionist s telephone has a ringing line appearance of the marketing director s telephone and the receptionist s telephone is call forwarded to CallPilot incoming calls transfer to the receptionist s mailbox This is also true if the receptionist s telephone is CFNA to CallPilot and the number of specified rings on the receptionist s telephone is fewer than the specified rings on the marketing director s telephone Note CFAC and CFNA do not affect calls on a telephone s non ringing lines For example if a receptionist s telephone has a non ringing appearance of another telephone s CO line and the receptionist s telephone is CFAC or CFNA to CallPilot incoming calls on this line are not affected Ringing Answer button If one or more telephones have a Ringing Answer Button for another telephone and one of these is CFAC or CFNA to CallPilot all incoming calls go to the mailbox of the call forwarded telephone If two or more of these telephones are CFAC to CallPilot all calls go to the mailbox of the telephone that is connected to the lowest numbered station port on the system CallPil
37. available the call transfers to the General Delivery Mailbox System timeout If you pause longer than 2 minutes when you program CallPilot using F983 the system times out and ends the session This is a safety feature that prevents unauthorized use of the system For example if the system times out before you enter all the settings for a mailbox you must use the procedures in Changing a mailbox on page 49 to finish setting up the mailbox Audience This guide is for system administrators who configure and maintain CallPilot on a Business Communications Manager system To use this guide you must e bean authorized system administrator e be knowledgeable of CallPilot Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CCR Custom Call Routing CFAC Call Forward All Calls CFNA Call Forward No Answer CLID Calling Line Identification CallPilot Telephone Administration Guide 16 Chapter 1 Getting started Table 1 Acronym Description CO Central Office COS Class of Service DN Directory Number DND Do Not Disturb DRT Delay Ring Transfer DTMF Dual Tone Multi Frequency MWI Message Waiting Indication NVM Norstar Voice Mail Symbols and text conventions These symbols are used to Highlight critical information for the BCM system S Caution Alerts you to conditions w
38. call disconnects or returns to the Auto Attendant according to the Return to AA setting e if the Information mailbox is the Mailbox node of a Custom Call Routing Tree the call disconnects or returns to the Home menu or returns to the previous menu according to the Next Action setting of the Mailbox node The maximum length of the greeting is determined by the Class of Service The default settings for Class of Service 7 and 8 allow greetings that are up to 10 minutes in length If CallPilot is configured as bilingual the Information mailbox has greetings in primary and alternate languages The rules for bilingual prompting determine which one of these callers hear Callers press a dialpad button depending on which country they are in to switch to the other greeting While they listen to the Information mailbox greeting callers can use playback commands such as pause resume forward and back Outside callers can press a dialpad button depending on which country they are in to transfer to the system attendant extension Mailbox Class of Service Class of Service COS values reduce the amount of programming you do when you add a mailbox Instead of entering values for several features you can select the COS appropriate for a mailbox You enter the COS when you add the mailbox and the system uses the associated values The COS tables shown in Class of Service values on page 29 have preset values You can change individual CO
39. change RETRY GUIT EMA 6 To change the Group List name press EHHG CHHG HEST or press HE T and go to step 9 Hames 7 Enter the new Group List name and press OE RETR BESP Ok EMEEX 8 Press HEXT CHHG HEST NN40090 500 Chapter 3 Working with mailboxes 65 Recorded name FEC PLAY HET Record name RETRY OK Accert name RETR PLAY OK GList members ADD DEL LIEW Mio DIF QUIT GList members ADD DEL IEW 9 10 11 12 13 14 To change the recorded Group List name press REC or press HEXT and go to step 12 At the tone record the new Group List name and press OK To listen to your recording press PLAY or to accept the recording press OK or to re record the name press RETR Press ALL to add a mailbox number to the Group List or press DEL to delete a mailbox number from the Group List or press IEW to view the members of the Group List Enter the number of the mailbox you want to add or delete After you complete the changes you want to make to the Group List press C to end the session CallPilot Telephone Administration Guide 66 Chapter 3 Working with mailboxes Deleting a Group List You can delete a Group List at any time When you delete a Group List the Group List number can be re assigned by CallPilot the next time you add a Group List Deleting a Group List does not delete any mailboxes from
40. digits RETRY Ok Duti xxx 8 Press OK to accept the output value RETRY OF or press RETR to enter a new output value 9 Press to end the session NN40090 500 Chapter 9 Dialing Translation 179 Deleting a Dialing Translation Table entry You can delete an entry in the Dialing Translation Table at any time To find the entry you want to delete see Reviewing entries in the Dialing Translation Table on page 177 To delete an entry in the Dialing Translation Table Log QUIT RETR OK Admin MBO AA OTHR Dialing PARM TABLE HEST Dial Table ADD CHHG QUIT Inalt outyal HET OTHE Inval outwea lt CHHG DEL FIHO Deleted 1 If you use a Business Communications Manager system a Press 9 Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press QE Press 8 BJ This option does not appear as a display button option Press TABLE Press CHHG Press OTHR Inwal outual is an example of a Table entry Press DEL This display appears briefly Repeat steps 5 6 and 7 for each entry you want to delete Press 4 to end the session CallPilot Telephone Administration Guide 180 Chapter 9 Dialing Translation NN40090 500 181 Chapter 10 Troubl
41. extensions which if matched are replaced by the corresponding value in the Output column The after a value signifies any digits in the telephone number that remain to be dialed CallPilot automatically adds the after every Input and Output value The longest input value that matches the CLID information is used for translation A telephone number either matches or does not match a specific Input value An example of a Dialing Translation Table from a site in metropolitan Toronto INPUT OUTPUT 011 011 416 416 905206 905206 90527 90527 etc etc 135 more 135 more entries entries 905 1905 1 Explanation The Table does not attempt to translate international telephone numbers The Table removes the 416 area code and dials all calls as 7 digits These telephone exchanges can be dialed as local no long distance charges 10 digit calls from the 416 area All other 905 numbers not listed in the Input column above are long distance numbers and must be dialed as 11 digit long distance numbers Any numbers that start with digits other than 011 416 and 905 are long distance and have 1 added as a prefix A sample Dialing Translation Table from a site with area code 206 near the border with area code 360 INPUT OUTPUT 011 011 20644 44 206626 626 etc etc 40 more 40 more entries entries 206 1206 360224 360224 360227 360227 360472 360472
42. if you do not want purge messages Press OK Press HEAT Press CHHG if you want to change the greeting length or press HEXT and go to step 21 Enter a value from 1 to 30 minutes Press OK Press HEAT Press CHHG if you want to change the Off Premise Message Notification Press HEXT if you do not want to change the Off Premise Message Notification Press CHHG if you want to change the amount of time between retry intervals for message delivery or press MET and go to step 25 Enter a value of 1 to 120 minutes Press OK NN40090 500 Chapter 3 Working with mailboxes 57 Retry Lime CHHG HET Ho Attempts CHHG HET Ho Attempts FETE Ok Ho AtLLemets CHHG HEST afer Allowed CHHG HEST afer Allowed H CHHG HET Max Logins CHHG HET Max Logins RETRY OK Max Logins CHHG HET Fswgd Expire CHHG HET Psd Expira RETR OK Psd Expire CHHG HEST Hetworking Y CHHG HET Hetworkina H CHHG HEST 25 26 27 28 29 30 31 32 33 34 35 36 37 38 Press HEST Press CHHG if you want to change the maximum number of attempts for message delivery or press HEXT and go to step 28 Enter a value of 1 to 20 Press OK Press HEAT Press CHHG if you want to change the outbound transfer setting or press MET and go to step 30 Press HEAT
43. or the password has been reset Initializing a mailbox includes changing the default password Must record name Appears if a mailbox owner s name is not included in the Company Directory Harme too lona Appears if you add or change a mailbox owner s name and the characters exceed the allowable limit of 16 The maximum length includes the comma Ho dir available Appears if the Company Directory is empty Either CallPilot mailboxes have not been initialized by the subscribers or there are no mailboxes added to CallPilot Ho alist avail Appears if the maximum number of Group Lists is assigned The maximum number of Group Lists is 99 Ho match Appears if a mailbox owner is not found that is similar to the characters entered when using the Company Directory Check the spelling of the mailbox owner s name Ho mbox awail Appears if the maximum number of mailboxes is added to CallPilot This number includes the System Administrator and General Delivery Mailboxes The maximum number of subscriber mailboxes for CallPilot 150 is 300 The maximum for CallPilot 100 is 40 The maximum for Business Communications Manager is 1000 Ho med notify Hot allowed BCH gt Appears if Off premise Message Notification is not enabled Off premise Message Notification is assigned in the Class of Service Ho Farta connect Appears if you try to transfer a call before establishing an active call C
44. outdial see Outdial route on page 30 To add a Transfer to an external number 1 If you use a Business Communications Manager system a Press 9 6 B Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail Log si sa QUIT RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press OK Admin 2 Press OTHR HED AA OTHF Admin 3 Press CCR GLIST CCR CCR Admin 4 Press ADMIN ADMIM CCR tree 5 Enter the number of the CCR Tree you want to add a Transfer node RETRY ik to and press OK Tree x 6 Press CHHG CHHG QUIT NN40090 500 Chapter 6 Working with CCRTrees 119 Path RETR EHD ok MEHL IMFO OTHE SFER LUMSG OTHE Transfer ExT IHT Qutdial lt line gt CHHG HET HHHHI RETR OK Accert x RETR OK PR RETR OK HHHH AL OK Path RETR EHO OK Tree x SAWE PRINT QUIT Save as tree x YES OTHF QUIT Tree saved CCR Admin AGM IH 7 10 11 12 13 14 15 16 17 18 19 20 Enter the Path number and press OK For example to create a Transfer node on the second level of a CCR Tree enter The first 1 is the path of the first level Menu node The second digit is the path where you
45. phone system with bilingual capability you must record the Information mailbox message in both languages An Information mailbox message can be either a Primary or an Alternate mailbox greeting Use the procedure Recording an Information mailbox message on page 147 to record an Information mailbox message The messages you record must be longer than three seconds The system times out after five seconds of silence NN40090 500 Chapter 7 Broadcast and Information messages 147 Recording an Information mailbox message To record an Information mailbox message you must follow the procedures that apply to the interface you use For information about checking what interface you use see the CallPilot Reference Guide To record an Information mailbox message Primary Greeting FEC PLAY HEXT Record Greeting RETRY OK Accert greeting RETRY PLAY ok 1 Press PBJ Follow the voice prompts or the display button options to open the Information mailbox Do not enter your mailbox number or password Enter the mailbox number and password of the Information mailbox Press REC or and record the message at the tone Press OK or to end the recording Press OK 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 Telephone Administration Guide 148 Chapter 7 Broadcast and Informatio
46. related to CLID do not work To assign or change the number of rings 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide faa b Enter the user password and press OK QUIT RETR Ok Admin 2 Press AA MBO AA OTHF Auto Atdt Admin 3 Press LIHES GETG TABLE LIHES Line number 4 Enter the line number and press OE RETRY 0E Linell Ans 5 Press TABLE CHHG TABLE WEST Linel TABLE 6 Press RIHGS CHHG RIMGS HEST Linell Rings 8 7 Press CHHG CHHG AHS HEST Ho of rings 8 Enter a number of rings from 0 to 12 and press OK RETRY Ok Enter 2 rings or greater if your company subscribes to Caller ID CallPilot Telephone Administration Guide 94 Chapter 4 Setting up the Auto Attendant Line CHHG Rings 24 AHS HEST 9 You can use HEXT and CHNG to view the lines and change the number of rings You can press to return to step 4 and select a line number without having to go through the entire list 10 Press to end the session NN40090 500 Chapter 4 Setting up the Auto Attendant 95 Setting up Touchtone Gate With Touchtone Gate incoming calls can be routed more quickly With Touchtone Gate you can have the standard voice prom
47. route Enter the Line or Pool number and press OK The number of lines vary depending on the platform switch capability and configuration Although line pools are labeled by a letter such as A B or C CallPilot accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on Press OK Press CHHG if you want to assign an Alternate extension or press HEXT if you do not want to assign an Alternate extension and go to step 30 Enter the Alternate extension and press OK Press HEAT Press CHHG if you want to assign a second Alternate extension or press MET and go to step 30 This display does not appear unless you assign an Alternate extension to the previous alternate extension You cannot assign the second Alternate extension until you assign the first Alternate extension Enter the second Alternate extension and press OK Press HEAT Press CHHG if you want to assign a third Alternate extension or press HE T and go to step 30 This display does not appear unless you assign an Alternate extension to the previous alternate extension Enter the third Alternate extension and press OK Press HEAT CallPilot Telephone Administration Guide 40 Chapter 3 Working with mailboxes Alt4 exti Chone i CHHG HET Alt4 exti RETR OK Alte exti xx CHHG HEST AltLS exti none 3 CHHG HET AltS exti RETR OK AltS exti
48. the CallPilot system To delete a Group List 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Admin 2 Press OTHR MBO AA OTHR Admin 3 Press GLIST GLIST CCR OTHF Group List Admin 4 Press DEL ADD DEL CHHG GList 5 Enter the number of the Group List you want to delete RETRY QUIT rour List Hamet 6 Press DEL DEL GUIT GList deleted 7 This display appears briefly Grour List Admin 8 Press to end the session ADD DEL CHHG NN40090 500 Chapter 3 Working with mailboxes 67 Fax mailboxes for Business Communications Manager If you have a Business Communications Manager system various Fax mailbox options are available To enable each option you must have a keycode e Fax Messaging keycode enables the use of Fax in Subscriber Mailboxes e Fax Overflow keycode enables Fax Overflow e Fax On Demand keycode enables Fax On Demand e Fax Suite keycode enables Fax Messaging Fax Overflow and Fax On Demand For more information about keycodes see the CallPilot Manager Set Up and Operation Guide Adding a Fax Overflow mailbox If you use a Business Communications Manager system and you have either the Fax Overflow or Fax
49. to toggle between Y and N CHHG OF External init 4 Press OK CHHG OK 5 Press to end the session CallPilot Telephone Administration Guide 170 Chapter 8 CallPilot operations NN40090 500 171 Chapter 9 Dialing Translation About Dialing Translation Dialing translation is a process by which the number of an incoming call from a public network is translated by a translation table into a number that can be zrecognized and dialed on the local network using the Reply feature For Dialing Translation to occur you must create a Dialing Translation Table that zrecognizes the digits of an external number and translates them into a number that can be dialed by the system The business telephone system also consults the restrictions and schedules tables prior to dialing the number The Dialing Translation Tables are necessary only for the Reply feature CallPilot does not require the tables in order to function normally How the Dialing Translation Table works A phone number is derived from information attached to an incoming Caller ID message The number is then searched for by the CallPilot in the Dialing Translation Table If the leading digits of the telephone number match a Dialing Translation Table Input value the number CallPilot searches for in the Dialing Translation Table the Output value is substituted for the Input value This change results in a telephone number that can be dialed on the lo
50. want to create the Transfer node Press OTHR Press FER Press EXT Press HEXT if you want to use a line as the outdialing method or press CHHG if you want to select a line within a line pool Press CHHG again if you want to select a route Enter the line or pool number and press OE Although line pools are labeled by a letter such as A B or C the system accepts only numbers such as 1 2 or 3 When you enter a line pool use 1 for A 2 for B 3 for C and so on Press OK to accept the line or pool number Enter a destination telephone number up to 30 digits and press OK Press OK to accept the destination phone number or press ADD to add more digits Refer to Adding special characters to an external transfer number on page 120 for more information Press EHD Press SAIE Press YES This display appears briefly Press to end the session CallPilot Telephone Administration Guide 120 Chapter 6 Working with CCR Trees Adding special characters to an external transfer number Special characters are pauses or other dialing instructions that you can add if they are required to access the network or a destination number 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 You can pr
51. with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press 6 This option does not appear as a display button option Press CHHG to toggle between Y and N or press OK to accept the setting Press to end the session NN40090 500 Chapter 8 CallPilot operations 167 Log QUIT RETR Ok Admin MBO AA OTH Voice Mail CHHG HET Dir Availity CHHG HET Hatch Lastname CHHG OK Min msa leni CHHG OF Min msa leni FETE OF Minimum Message Length If you use a Business Communications Manager system a Press JBJB Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OE Press f4 This option does not appear as a display button option Press HEST Press HEST Press OK The default message length of 3 seconds 3000 milliseconds is shown Press CHHG to change the value Enter a value between 500 and 3000 as the minimum message length and press OK 500 equals half a second 500 millisecond and 3000 equals 3 seconds 3000 milliseconds Press to end the session CallPilot Telephone Administration Guide 168 Chapter 8 CallPilot operations Enabling a keycode With keycodes you ca
52. 360 1360 1 Explanation The Table does not attempt to translate international telephone numbers Due to the site location some calls can be dialed as local 7 digit numbers All other 206 numbers require 11 digit long distance dialing These 360 numbers can be dialed as 10 digit local numbers but all other 360 numbers are 11 digits long distance numbers All numbers starting with other than 011 206 and 360 are long distance and have 1 added as a prefix NN40090 500 Chapter 9 Dialing Translation 173 An example of a Dialing Translation Table from a site in Mountainview California INPUT OUTPUT Explanation The Dialing Translation Table is empty The local network in Mountainview supports 10 digit national dialing with recognized long distance charging In situations like the Mountainview example there is no need to build a Dialing Translation Table Network Access The Dialing Table Translation results in a number that can be dialed on the local network The final step is to prefix any digits required to reach the local network from your Norstar system For systems that are behind a PBX or PABX typically in North America P must be prefixed to the telephone number For systems attached to Central Office CO lines no digits need to be prefixed Dialing Translation properties Dialing Translation is controlled by four properties Long distance access code This prefix if spec
53. 9 Do Not Disturb DND CallPilot Feature Compatibility 197 E Editing Class of Service 55 Erasing aCCR Path 141 Error messages troubleshooting 185 Evening Greeting 85 Expiry password 48 Express Messaging Line about 32 defaults 32 Extension number length troubleshooting 182 F Fax Answering 14 Fax message adding to a Fax On Demand mailbox 77 Fax On Demand one call method 76 two call method 76 Fax On Demand mailbox adding a fax message 77 adding toa CCR Tree 79 deleting a fax 78 maximum number of faxes 76 recording a greeting 74 78 feature codes one button access CCR Tree 126 Forwarding calls troubleshooting 182 G General Delivery Mailbox disabling 166 enabling 166 overview 24 troubleshooting 181 Greeting Table Alternate Language 83 assigning a greeting 85 NN40090 500 Index 215 overview 82 Primary Language 83 recording Company Greetings 83 setting up 85 using the Alternate Language 82 Greetings Afternoon 85 assigning to a Greeting Table 85 Evening 85 Morning 85 troubleshooting 181 Group List delete 66 Group Message 60 numbers 61 troubleshooting 184 Guest Mailbox 42 adding 41 42 overview and examples 25 H Home node Custom Call Routing CCR 104 Information Mailbox adding 44 overview 26 recording greeting 146 Initializing a mailbox 35 Intercom numbers CallPilot Feature Compatibility 197 L Language choice CallPilot Feature Compatibility 198 Line config
54. A unique three digit code that is used to access CallPilot Features and options General Delivery Mailbox One of the two Special Mailboxes that hold messages for individuals who are not assigned a Subscriber Mailbox Greetings There are three types of CallPilot Greetings Company Greetings Personal Mailbox Greetings and Information Mailbox Greetings Company Greetings are played by the Auto 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 Greeting Tables A table for storing recorded Company Greetings start times assigned to the greetings and the lines that are answered by CallPilot There are four Greeting Tables CallPilot Telephone Administration Guide 208 Glossary Group Lists A collection of mailbox numbers that are assigned a special Group number by CallPilot When a message is sent to a Group List all the mailboxes in the list receive the message Guest Mailbox A Guest Mailbox is a type of Subscriber mailbox for people who do not have a permanent extension but require a mailbox Guest mailboxes receive and store messages the same way that Subscriber mailboxes do Home Menu The Home Menu is the first CCR menu that callers hear after they hear the Company Greeting The Home Menu provides a list of single digit options to a caller A
55. BO AA OTHF This option does not appear as a display button option Hum of chars 1 3 Press CHNG CHHG Ok Hum of chars 4 Enter the number of channels between 1 and 4 that you want to RETRY Ok use for outdialing and press OK 5 Press to end the session CallPilot Telephone Administration Guide 166 Chapter 8 CallPilot operations General Delivery Mailbox The General Delivery Mailbox is your company mailbox Messages can be left in the General Delivery Mailbox for e employees who do not have their own mailbox e external callers using a a rotary dial telephone The General Delivery Mailbox is enabled by default You can enable or disable the General Delivery Mailbox as required by your company If you disable the General Delivery Mailbox e external calls that are usually directed to the General Delivery Mailbox are not allowed e the Automated Attendant does not transfer external callers to the General Delivery mailbox External callers are directed back to the Automated Attendant or a CCR prompt or their call is disconnected after they leave a message To enable or disable the General Delivery Mailbox Log QUIT RETR OK Admin MBO AA OTHR Gen Delivers CHHG OK If you use a Business Communications Manager system a Press JBJB Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user
56. Before Page then you should not use the CFNA or Call Forward All Calls CFAC features CallPilot Telephone Administration Guide 122 Chapter 6 Working with CCR Trees To add a Park and Page node Log QUIT RETR OK Admin MBO AA OTHE Admin GLIST CCR CCR Admin ADMIH CCR tree RETR OK Tree x CHHG PRINT QUIT Path RETR EHD OK MEHL IMFO OTHE FER LUMSG OTHE PAGE ERASE EXT CHHG HEST 1 10 11 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press OTHE Press CCR Press ABMIH Enter the number of the CCR Tree you want to add a Mailbox node to and press OK Press CHHG Enter the Path number and press OE For example to create a Mailbox node on the second level of a CCR Tree enter The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Mailbox node Press OTHER Press OTHE Press PAGE If you want to transfer the call to an extension press CHHG and enter the extension or if you do not press HEXT If the call is not answered at this extension it returns to the CCR Tree and a park and page is p
57. Business Communications Manager system a Press e J9 8 6 Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the BCM Administration Guide Log b Enter the user password and press OK QUIT RETRY DE Admin 2 Press AA MBO AA OTHR Auto Atdt Admin 3 Enter f GETG TABLE LIHES TT gate mone 4 Touchtone Gate is not enabled by default CHHG OF Press CHHG to change to enable Touchtone Gate or to choose a custom voice prompt CallPilot Telephone Administration Guide 96 Chapter 4 Setting up the Auto Attendant TT dateistd CHHG OK TT date icustom CHHG HET TT Greetingil CHHG OK Greeting RETR OK TT Greetindi x RETR Ok 5 Press OK to accept the standard voice prompt or press CHHG to choose the custom voice prompt or disable Touchtone Gate Press HEXT to choose the custom voice prompt or press CHHG to disable Touchtone Gate Press CHHG to change the custom voice prompt Greeting number or press OK to accept the custom voice prompt Greeting number and go to step 11 Enter the custom voice prompt Greeting number and press OE Press OK to accept the new Greeting number 10 Press to end the session NN40090 500 Chapter 4 Setting up the Auto Attendant 97 About the CLID R
58. CallPilot 100 can store a maximum of 40 subscriber mailboxes A Business Communications Manager system can store up to 1000 mailboxes CallPilot Telephone Administration Guide 184 Chapter 10 Troubleshooting CallPilot You cannot enter a name for a mailbox You must enter names as last name then first name or initial All names must include a comma that separates the last name from the first name or initial The maximum length of the name including the comma is 16 characters Refer to Changing a mailbox on page 49 Incomplete messages are received in a mailbox or message delivered plays while recording a message or a CallPilot session ends unexpectedly These situations can be caused by a problem called Talk Off Talk Off occurs if CallPilot interprets certain voice patterns as Dual Tone Multi Frequency DTMF dialing tones DTMF dialing tones are produced when buttons are pressed on a touch dial telephone When you press a button on the dialpad CallPilot receives a DTMF dialing tone and performs the correct operation For example after you enter your mailbox password you can press the pound button The DTMF dialing tone sent to CallPilot indicates you are finished entering your password Some voice patterns are the same as DTMF dialing tones This can make CallPilot function incorrectly For example if in the middle of a message you say something that sounds like a DTMF dialing tone created by pressing the pound
59. Fax On Demand mailbox in a CCR tree With CCR callers can select options to direct their own calls For more information about CCR see Custom Call Routing on page 101 NN40090 500 Chapter 3 Working with mailboxes 73 To add a Fax On Demand mailbox Loa QUIT RETR ok Psu RETR OK Admin MEO AA OTHR Mailbox Admin ADD DEL CHHG Mbox RETR QUIT Tyre subscriber HEST Ook Tyre fax on dmnd HEST OK Service class RETR OK Harme RETR BESP OK Directory VES HO Qutdial snone CHHG HET Qutdial lt line gt CHHG HET HHHHI RETR OK 1 10 11 12 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OF For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press MBOX Press ABD Enter the Fax On Demand mailbox number Press HEXT until you see the display in step 6 Press OK Enter a Class of Service from 1 to 16 Enter the Fax On Demand mailbox name and press OK The name can be a maximum of 16 characters For information on entering names using the telephone dialpad see Using the dialpad on page 18 Press YES if you want the mailbox name to be included in the Company Directory P
60. G HET afr b ore page H CHHG HET Page Tare CHHG Ok 1 10 11 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press OTHE Press CCR Press ADMIH Enter the number of the CCR Tree that you want to change and press OF Press CHHG Enter the Path number of the node you want to change and press OK Press CHG If you want to transfer the call to an extension before you park and page it press CHHG and enter the extension or if you do not press HEST If the call is not answered at this extension it returns to the CCR Tree and a park and page is performed Select MET if If you want the call to be immediately parked and paged or select CHHG if you want the call to be transferred before it is parked and paged Select the page type you want to use SETS internal zone SPER overhead paging or BOTH The default is SETS CallPilot Telephone Administration Guide 140 Chapter 6 Working with CCR Trees Zone 12 The default paging zone 1 appears eae a To select a different zone press CHHG and select the paging zone you want to use 23 4 5 6 or All If you use a CallPilot system with a Compact ICS select a number
61. HG CHHG ERASE OF Primara rec 9 Lift the handset and press REC Do not use handsfree La BEE PERS DESI At the tone record the primary language menu Rec pri Prompt 10 Press OK to end your recording RETRY Ok Accert Prompt 11 Press OK to accept your recording RETRY PLAY Ok Alternate rec 12 Press HO if you do not want to record an alternate message YES HO or press YES to record an alternate message Path 13 Press EMD RETRY EMD OF Tree x 14 Press SAVE SAVE PRINT QUIT CallPilot Telephone Administration Guide 132 Chapter 6 Working with CCR Trees Sawe as tree x 15 Press YES YES OTHE QUIT Tree saved 16 This display appears briefly CCR Admin 17 Press to end the session ACMIM NN40090 500 Chapter 6 Working with CCR Trees 133 Changing a Mailbox node To change a Mailbox node 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press QE Er For information about creating a user with voice mail GUIT RETRY oK administration rights see the Business Communications Administration Guide b Enter the user password and press OK Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CLR GLIST CCR CCR Admin 4 Press ADMIH ACHIH CCR tree 5 Enter the number of the CCR Tree that you want to change
62. HHG NN40090 500 Chapter 3 Working with mailboxes 41 Fax Line Onlu Y CHHG HEST afters blind CHHG HET Pade tyre none CHHG OK Zoner 1 CHHG OK Retries 1 CHHG HET Intervwaliis CHHG OK Mailbox Admin ADD DEL CHHG 36 37 38 39 40 41 42 Press HET if you want the Express Messaging Line to accept only fax messages and not voice messages Press HEST or press CHHG if you want to enable Call Screening Press OK to accept the default page type of none or press CHHG to choose how you want calls to be paged in the internal zone SETS overhead paging SPKR or BOTH Press OF if you want paged calls to go to Zone 1 or press CHHG and until you see the zone you want to assign 1 2 3 4 5 6 all If you chose overhead paging SPKR in the previous step this step does not appear Press HEXT if you want the page to be retried once or press CHHG and enter how many times you want the system to retry paging from 0 5 Press OK to accept the default retry interval of 15 seconds or press CHHG and enter the number of seconds between paging retries The range is 5 300 seconds Press 4 to end the session Adding a Guest mailbox Assign all Guest mailboxes mailbox numbers that begin with the same digit This helps you to identify the mailbox type CallPilot Telephone Administration Guide 42 Ch
63. If the DN of the telephone you are using to create mailboxes is in the selected range the mailbox will not be created for that DN Service class 6 Enter a Class of Service from to 16 RETRY OK Qutdial lt none gt 7 Press HEXT if you do not want to assign outdialing and go to step 11 CHHG HEST or press CHHG Outdial lt line gt 8 Press HEXT if you want to use a line CHHG HEST or press CHHG if you want to use a line within a line pool KEKEI 9 Enter the Line or Pool number and press Ok aahi OK Although line pools are labelled by a letter such as A B or C CallPilot accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on Accert x 10 Press OK RETRY 0E sfersiblind 11 Press HEST CHHG HEST or press CHHG to enable Call Screening for the mailboxes Proceed 12 Press WES WES GUIT Checking xx 13 The display shows the numbers of the mailboxes that are being created Created x mbox 14 Press OK to end the session NN40090 500 Chapter 3 Working with mailboxes 47 About mailbox passwords Each mailbox is protected by a password established by the mailbox owner When you add a mailbox to CallPilot Manager the password 0000 is assigned This is the default password To use a mailbox a mailbox owner must change the default password The new password must be four to eight digits in length and cannot st
64. K For information about creating a user with voice mail QUIT RETRY ok administration rights see the BCM Administration Guide b Enter the user password and press OK Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CCR GLIST CCR CCR Admin 4 Press ADMIH AGM IH CCR tree 5 Enter the number of the CCR Tree that you want to change and RETRY Ok press OF Tree x 6 Press CHNG CHHG QUIT Path 7 Enter the Path number of the node you want to change and press OK RETRY EHD Ok x afer 8 Press CHHG CHHG ERASE OF Exti xx 9 Press CHNG CHHG HEST Transfer 10 Press IHT if you are changing an internal extension ExT IHT or press EXT if you are changing an external extension Ext 11 Enter the new extension number you want to transfer to and press CHHG HEST HEXT Path 12 Press EHD RETRY EMD OF Tree x 13 Press SAVE SAWE QUIT Save as tree x 14 Press YES YES OTHF QUIT Tree saved 15 This display appears briefly CallPilot Telephone Administration Guide 138 Chapter 6 Working with CCR Trees CCR Admin 16 Press to end the session ACMIM NN40090 500 Chapter 6 Working with CCR Trees 139 Changing a Park and Page node To change a Park and Page node Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR CCR Admin ADMIH CCR tree RETR OK Tree x CHHG QUIT Path RETR EHD OK x Fage CHHG EFASE OK ExT CHH
65. K Press OK Press CHNG if you want to enable Trivial Password Checking Default is No or press MEAT if you do not want to enable Trivial Password Checking Go to Step 9 Press HET Press to end the session NN40090 500 Chapter 3 Working with mailboxes 55 Viewing or editing a Class of Service For information on the Class of Service Settings see Mailbox Class of Service on page 27 To edit a Class of Service 1 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press OK ET For information about creating a user with voice mail GUIT RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press OK Admin 2 Press MBO MBO AA OTHF Mailbox Admin 3 Press ff BLE DEE CNG This option does not appear as a display button option Service class 4 Enter the Service class number you want to change and then press RETRY ok OK The number can be 1 to 16 Service class x 5 The displays shows the service class number Press 0K RETRY OK Harme gt 6 If you want to change the mailbox name press CHMG CHNG 0K If you do not want to change the name press OK and go to step 8 Hane gt 7 Enter the name and press OK RETR BESP Ok The name can be a maximum of 16 alphanumeric characters and c
66. Line number between 1 and 500 and press OK Press HEST NN40090 500 Chapter 3 Working with mailboxes 43 Fax Only Line H CHHG HEST Fax Line Onlu Y CHHG HEST Fage tyre none CHHG OK cone 1 CHHG OK Retries 1 CHHG HET Interwaliis CHHG OK Mailbox Admin ADD DEL CHHG 14 15 16 17 18 19 20 Press HET if you want the Express Messaging Line mailbox to accept both voice and fax messages and go to step 16 or if you want the Express Messaging Line mailbox to accept only fax messages press CHHG Press HEXT if you want the Express Messaging Line to accept only fax messages and not voice messages Press OK to accept the default page type of none or press CHHG to choose how you want calls to be paged in the internal zone SETS overhead paging SPKR or BOTH Press OF if you want paged calls to go to Zone 1 or press CHHG and enter the Zone from 1 6 that you want paged in or press ALL If you chose overhead paging SPKR in the previous step this step does not appear Press HEST if you want the page to be retried once or press CHHG and enter how many times you want the system to retry paging from 0 5 Press OK to accept the default retry interval of 15 seconds or press CHHG and enter the number of seconds between paging retries The range is 5 300 seconds To add another Guest Mailbox repe
67. R Tree from the Greeting Tables and the CLID Routing Table To disable a Tree Log QUIT FETE OK Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LINES Grtd table RETRY OK Morning CHHG PLAY HET Horn CCR tree x CHHG HET Morn CCR tree DISABLE OK Tree disabl ed 1 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press AA Press TABLE Enter the Greeting Table number and press OK twice Press HEAT until the display shows Press CHNG if you want to disable the morning CCR Tree or press MEAT until the CCR Tree you want to disable is displayed Press DISABLE This display appears briefly Press to end the session CallPilot Telephone Administration Guide 130 Chapter 6 Working with CCR Trees Deleting a CCR Tree You must disable a CCR Tree before you delete it For information about disabling a Tree see Disabling a CCR Tree on page 129 To delete a Tree 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail
68. S values to meet the needs of your company You make these changes using F983 or the web based CallPilot Manager For more information about using CallPilot Manager to edit Classes of Service see the CallPilot Manager Set Up and Operation Guide Class of Service features Prompt language If you select bilingual operation Classes of Service 1 3 5 7 9 11 13 15 use the Primary Language and Classes of Service 2 4 6 8 10 12 14 16 use the Alternate Language Mailbox message The total message time available to a mailbox The maximum message time is 180 time minutes Mailboxes have a Never Full feature that lets a caller leave a message in a full mailbox The message is stored in the mailbox but cannot be played copied or saved until a saved message is deleted Message length The maximum length of an incoming message Message length is from 1 to 30 minutes Message retention The number of days messages are saved in a mailbox Message retention period is period from one to 365 days or 0 indefinitely Greeting length The maximum length of a mailbox greeting Greeting length is from 1 to 30 minutes Off premise Message Redirects messages to another extension telephone number or pager Dialing Notification restrictions that apply to outdial lines apply to Off premise Message Notification CallPilot Telephone Administration Guide 28 Chapter 2 CallPilot mailboxes Retry intervals
69. TRY oK b Enter the user password and press OK Admin 2 Press MBOX MBO AA OTHF Mailbox Admin 3 Press DEL ALE DEL CHHG NN40090 500 Chapter 3 Working with mailboxes 71 Mose DIF QUIT Mbox name gt DEL QUIT Mailbox deleted Mailbox Admin ADD DEL CHHG Pew RETR Ok Enter the number of the Fax Overflow mailbox you want to delete Press DEL This display appears briefly Press DEL to delete additional mailboxes or press C to end the session CallPilot Telephone Administration Guide 72 Chapter 3 Working with mailboxes Adding a Fax On Demand mailbox If you use Business Communications Manager and have either the Fax On Demand or Fax Suite keycode enabled you can add a Fax On Demand mailbox About Fax On Demand mailboxes With a Fax On Demand mailbox external callers can retrieve fax messages from your system To set up a Fax On Demand mailbox you must 1 2 3 4 Add a Fax On Demand mailbox From your set initialize the Fax On Demand mailbox Record a greeting for the Fax On Demand mailbox From your set choose the one call or two call method and the maximum number of faxes that callers can request From a fax machine telephone add fax messages to the Fax On Demand mailbox From your set record a Fax On Demand mailbox greeting that lists the faxes available and tells callers how to retrieve them You can include a
70. Target Attendant Y Y N N Y Y Y Y Record A Call N N N N N N N N Mailbox UI The interface selected from the Installation Wizard as the primary interface If the Message Networking option is installed 0 indefinite never expire P Primary Language A Alternate Language CallPilot Telephone Administration Guide 30 Chapter 2 CallPilot mailboxes Mailbox options Apart from mailbox Class of Service settings you can change these mailbox options e Company Directory e Message Waiting Notification e Outdial route e Alternate extensions e Auto Login e Express Messaging Line e Call Screening e Mailbox Restrictions e Park and Page Mailbox properties are not included in a Class of Service When you add a mailbox you can change these options without changing the Class of Service Company Directory The Company Directory is an internal list that contains the names of mailbox owners with initialized mailboxes who are assigned to the directory When you add a mailbox you determine whether the mailbox appears in the Company Directory Even if you do not include a mailbox in the Company Directory the mailbox owner must still record their name when they initialize their mailbox Message Waiting Notification Message Waiting Notification gives subscribers a visual indication on their telephone display that they have new messages Message Waiting Notification displays Message for you ona subscriber s display tel
71. Telephone Administration Guide 70 Chapter 3 Working with mailboxes To change the parameters of a Fax Overflow mailbox Log 1 If you use a Business Communications Manager system QUIT RETR Ok a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide Pswd b Enter the user password and press OK RETRY 0E Admin 2 Press MBOH MBO AA OTHF Mailbox Admin 3 Press CHNG ADD DEL CHHG Mbor 4 Enter the Fax Overflow mailbox number RETRY QUIT ae 5 To select a parameter press HET until the display shows the xti CHHG HEXT parameter you want to change To change the parameter press CHHG and enter the new value 6 Press to end the session Deleting a Fax Overflow mailbox You can delete a Fax Overflow mailbox at any time When you delete a Fax Overflow mailbox an incoming fax transmission will receive a busy signal Fax messages that were in the Fax Overflow mailbox before it was deleted are automatically printed Log 1 If you use a Business Communications Manager system QUIT RETR Ok a Press g l Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide Pswd RE
72. To enable Trivial Password Checking on page 54 Incorrect password lock out In its Class of Service each mailbox is assigned a maximum number of incorrect password attempts CallPilot records the number of incorrect attempts from the last time the mailbox was accessed successfully If the number is exceeded the mailbox owner is locked out The mailbox cannot be opened until the password is reset Refer to To change a mailbox on page 50 CallPilot Telephone Administration Guide 48 Chapter 3 Working with mailboxes Password expiry In its Class of Service each mailbox is assigned the maximum number of days a password remains active If the maximum number of days is exceeded the mailbox password expires The mailbox owner can open the mailbox but cannot access messages or perform other mailbox functions until they change the password This announcement plays when the mailbox is opened after the password expires Your current password has expired You must change your password Please enter your new password and press After the new password is entered the mailbox returns to normal operation Warning Set the Class of Service for password expiry to a low value so that mailbox A owners must changed their password frequently A mailbox with a Class of Service with a high or indefinite password expiry interval setting is vulnerable to unauthorized access NN40090 500 Chapter 3 Working with mailboxes 49
73. UIT Tree saved CCR Admin AGM IH 1 10 11 12 13 14 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press OTHR Press CCF Press ABMIH Enter a tree number from 1 to 99 If the tree number is one digit you must press OK If the tree number is two digits you do not have to press OK Press BUILD Pick up the handset and press REC At the tone record your Home Menu or Information message and press OK to end the recording Do not replace the handset If you want to listen your recording press PLAY or if you want to accept your recording press OK Press EHD Press SALE Press YES This display appears briefly Press 4 to end the session CallPilot Telephone Administration Guide 110 Chapter 6 Working with CCR Trees Adding nodes to the Home node If you create a CCR Tree with a Home menu node and you have more choices than you can conveniently fit in the Home menu you can create sub nodes To create sub node menus add a Menu node to your Home menu node If the Home node is an Information node you cannot add a sub node and the call disconnects automatically after the Information message plays After yo
74. a CallPilot option that enhances your office communications by providing incoming and outgoing fax capability With Fax callers can send and retrieve fax messages as easily as they send and retrieve voice messages The Fax option includes Fax Mail Fax On Demand and Fax Overflow Fax Answering is available even if you do not have the Fax option installed on your system For information about Fax see the CallPilot Fax Set Up and Operation Guide Unified Messaging With Unified Messaging subscribers can use their email application to access voice fax and text messages from their personal computer Unified Messaging can be used with several popular email applications Unified Messaging is available for Business Communications Manager systems NN40090 500 Chapter 1 Getting started 15 Desktop Messaging With Desktop Messaging subscribers can access their CallPilot mailbox from their personal computer Subscribers can manage all of their voice messages from one graphical interface Using CallPilot Who can use CallPilot CallPilot can be used by outside callers and mailbox owners subscribers in your company Subscribers at your office can use CallPilot from any display telephone that is connected to your telephone system Subscribers outside your office can use CallPilot from any tone dial telephone Incoming calls from a rotary dial telephone are transferred to your company receptionist or designated operator If an operator is not
75. a message the receptionist transfers the caller using the CallPilot Transfer feature Q e 6 When CallPilot is set up this way CFNA for the manager s set is not used The receptionist answers the manager s calls and uses CallPilot s Transfer feature to transfer the caller to the manager s telephone The CallPilot Transfer Callback Feature returns the call to the receptionist s telephone if a manager is not available to take a call Note The receptionist s telephone has a ringing line appearance This telephone cannot be forwarded to another telephone Shipping and Receiving The employees in this department share the same telephone This department uses one telephone line that is assigned to the loading dock This extension is assigned to Path 3 of the CCR Home Menu The shipping and receiving department mailbox greeting informs callers they can leave a message or press 0 to speak with the receptionist The receptionist s phone is CFNA to CallPilot CallPilot Telephone Administration Guide 196 Chapter 11 CallPilot configuration tips Feature Compatibility This section describes how system features interact with CallPilot ATA 2 and ASM One or more analog single line sets can be connected to telephone system using an Analog Terminal Adapter or an Analog Station Module This type of set works with DTMF tones to allow access to CallPilot options through the dialpad only Rotary dials cannot be us
76. a page plays Sporting Goods please pick up XXX XXX is the park code for example 101 or 102 The Sporting Good representative presses Intercom and XXX to pick up the call The example is for a Park and Page node The same process occurs for all types of nodes To set the feature code range and numbers Log 1 If you use a Business Communications Manager system QUIT RETR Ook a Press e Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Pswd RETR OK Admin 2 Press AA MBO AA OTHF Auto Atdt Admin 3 Press GRTG GRETG TABLE LIHES Greeting admin 4 Press AA GETG AA Return To AA 5 Press HEXT CHHG HEST Start Feat 906 6 Press CHHG CHHG HEST Start Feat 7 Enter the starting feature number RETRY Ok For example enter 912 F912 is associated with tree number 1 and node number 2 CallPilot Telephone Administration Guide 128 Chapter 6 Working with CCR Trees Ho of Feat 8 Press CHNG CHHG HEAT Ho of Feat 9 Enter the number of the features you want to add RETRY Ok If you want three features enter 3 and then press OK For example if the starting feature code is 912 and you enter 3 for the number of features F912 F913 and F914 become valid and take you to t
77. ailbox CallPilot Telephone Administration Guide 26 Chapter 2 CallPilot mailboxes Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the extensions If you must use the same leading digit ensure the Guest mailbox numbers are out of range extension numbers To test if an extension is out of range dial it from another extension If the number is out of range the display shows Invalid number If the number is not out of range but does not have a set plugged into the corresponding port the display shows Not in service You must assign a Class of Service to the Guest mailbox When you assign a Class of Service to a Guest mailbox used as an order mailbox choose a Class of Service that has the maximum mailbox greeting and message time available See Mailbox Class of Service on page 27 Information mailboxes Information mailboxes play an informative message to callers who access it An Information mailbox must be initialized before it can play an information message Callers cannot leave messages in Information mailboxes Information mailboxes do not have operating extensions For more information about Information messages see Information mailbox messages on page 146 Information mailboxes are maintained by the System Administrator or a mailbox owner You can use Information mailboxes to e announce sales e provide product lists e announce special events You create
78. ailbox 2 2 cn ce ee 24 Subseibet MANIDOKES arrir awake ed eeERK ASE SEDER RARE EEE RO Meme Ree RRO 24 CACC IMANIOKOS 6 cacy ocak LESTE DEAD REPRE RMR ROR ATES G HR ADAMS 25 AEN THEN GOES eee eae tanica ti Lee Ree ee Sa ee 26 Mailbox Class Of SEMNGS ores cadaWkbed dente ibe teiar Ekibe ei iari bee dee ees 27 Glass Of SEMC VANES oaraid vaciw dade RAR HEEL ae RES HORS ee See FRA 29 PAIDO OOE nace simone eee dumecn i eanehes teehee ieneg AEDE RADTAN ETE 30 Restricting Ouldialing 2ccce tend idneed ec dkidinea de tnin EEA ERNEA AE 33 miang a MAIDOK sn sheik cat oases ae Wain Se be a o GB e a ea eee aed 35 Checking which mailbox interface you use 2 iscccensendter ee ane weaken ene es 36 Chapter 3 Working with Mailboxes 2 6 4 66 c0ccs scenes seeneeetadenwenws 37 Adding a Subscriber MADOX cece eee eee ae apari aa Sekula wade Rane 37 Adno a GUGINO care gen arae eaten EEEL DREE 41 Adding an Information SOX 25s se005 se2442 40a eee ee ea ad ied e se Gees Se RAS 44 Addmg many MAIDOXGS sc ocak 4 Seay bho ee Ra howe oe bee 45 About mAlDOX PASSWONOS ccscctee eee es eevee ee ete Ree cade wuenneeewRe 47 Changing SINGIN 2 oe eee ceca bereeeepeeud eee here A REEDS S Ed Eee 49 Viewing or editing a Class of Servite sersrriireriri ti oto cena wegen rn ees 55 Deleting a MAWDOX ccs cok eee eid seen Cawood de bea eda kde ea PERE ERE eee 59 CallPilot Telephone Administration Guide 8 Contents POON CICS anno cies her ed teesieea ASR e ened eee aiI 60 Abou
79. akes approximately three minutes to reboot NN40090 500 Chapter 8 CallPilot operations 151 Initializing CallPilot You must initialize CallPilot immediately after you reset the system CallPilot Telephone Administration Guide 152 Chapter 8 CallPilot operations To initializze CallPilot Log QUIT RETR Ok AFF Voicemail CHHG HEST Bilingual YES WO Primary lana EHG FRE Grour lists Y CHHG HEST Grour lists Y CHHG HEST Leading digit 9 CHHG HEST Primar UII xxx CHHG HEST Primary UI CP CHHG HEST Frimara UTM CHHG HEST System config RETR ok Conf idurind System ready Exit 1 10 11 12 13 14 Press JQ 8 Enter 2 6 6 4 4 Config and press OK Press HEAT Press YES or HO If you do not choose bilingual operation step 5 does not appear Select a primary language Press CHHG to toggle between Y and N Select Y if you want to enable Group Lists Press HET If you do not enable Group Lists step 8 does not appear and you go to step 9 The default Group List leading digit is 9 Press CHHG if you want to enter a new Group List leading digit or press HET If you want to change the primary interface press CHHG or Press HET Press HEAT Press CHHG to toggle the setting between Norstar Voice Mail
80. al documents referred to in this guide CallPilot Fax Set Up and Operation Guide NN40080 301 CallPilot Manager Set Up and Operation Guide NN40090 300 CallPilot Message Networking Set Up and Operation Guide NN40090 301 CallPilot Telephone Administration Guide 20 Chapter 1 Getting started CallPilot Reference Guide NN40090 100 Contact Center Set Up and Operation Guide NN40040 301 Keycode Installation Guide NN40010 301 If you use IP telephones see your IP phone user guide for a description of the button icons For information on specific IP phones see the following user guides IP Audio Conference Phone 2033 User Guide NN40050 102 IP Phone 2001 User Guide NN40050 106 IP Phone 2002 User Guide NN40050 107 IP Phone 2004 User Guide NN40050 108 IP Phone 2007 User Guide NN40050 109 BCM WLAN 2210 2211 2212 Handset User Guide NN40050 101 How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to
81. allPilot Telephone Administration Guide 188 Chapter 10 Troubleshooting CallPilot Message Meaning Ho Previous msgs Appears if the first message in a mailbox is playing you enter the command to play the previous message Hot allowed Appears if e a subscriber is not allowed access to a feature or Feature Code e a subscriber tries to access the Configuration or Operator Status feature codes e the message recorded has too many Forwards and Replies e arecorded message reaches its maximum number of segments This is caused by repeatedly using pause and continue while recording a message e a Group List number is entered as a mailbox member of another Group List A Group List number cannot be added to a Group List Hot enabled Appears if Group Lists are not enabled Hot recorded Appears if you try to play a Primary or Alternate Greeting before it is recorded OFLions cancel Appears if you cancel Delivery Options while you are sending a message Out of srace Appears if the CallPilot Message Storage capacity is full You must delete old messages from the General Delivery Mailbox and tell subscribers to delete any unnecessarily stored messages from their mailboxes Party not avail Appears if a subscriber tries to use the Reply feature to reply to an external call but there is no Caller ID CLID contained in the message left by an external caller Promet needed Appe
82. aller hears The person you have called is not available followed by the subscriber s mailbox greeting While a call is parked the caller hears a hold tone or music on hold depending on your system configuration The call is paged to the appropriate paging zone and or overhead speaker system If the page is unsuccessful because the paging facility is busy with another page the system waits five seconds and retries the page every five seconds until the paging facility is available or the call park timeout expires whichever occurs first If the call park timeout expires first the caller hears The person you have called is not available followed by the subscriber s mailbox greeting CallPilot does not retry the page after the call park timeout is reached If the page is unsuccessful for any other reason the call is unparked and the caller hears The person you have called is not available followed by the subscriber s mailbox greeting While a call is being paged the system plays the mailbox spoken name and park string for example John Doe 101 The park string is played in the standard voice prompts or customized digits if you have recorded them See the CallPilot Manager Set Up and Operation Guide for how to record customized digits Note To use Park and Page you must have a park prefix defined in your system s telephony programming If you change the park prefix you must wait 15 minutes for the change to take effe
83. and CallPilot and press HET Press OK The display shows Configuring Initializzation takes about three seconds When the system is initialized the display shows System ready and Exit and then shows the time and date NN40090 500 Chapter 8 CallPilot operations 153 Resetting the System Administrator password You can reset the System Administrator password if you forget it This is the password that you use for administrative functions The default password is 0000 After you reset the System Administrator password you must log on and change the password immediately to prevent a security breach To reset the BCM System Administrator password If you use a Business Communications Manager system there is no dedicated or default CallPilot Administrator user ID and password For Business Communications Manager you can create users with CallPilot rights and you can change the users passwords in Element Manager For more information see the BCM Administration Guide CallPilot Telephone Administration Guide 154 Chapter 8 CallPilot operations Operator settings With the Operator settings you can set the Operator status to On or Off change the Operator password reset the Operator password set the Business Status assign CallPilot Line answering change Automated Attendant Status Setting the Operator status Set the Operator status to Yes when your receptionist or operator is available to respond t
84. and RETRY Ok press OF Tree x 6 Press CHNG CHHG QUIT Path 7 Enter the Path of the node you want to change and press OK RETRY EHD OF Lusa3 8 Press CHHG CHHG ERASE OF Mbox xx 9 Press CHNG CHHG HEST Mbox 10 Enter the new mailbox number DIR Bot Make sure the mailbox is initialized before you assign it to a CCR Tree Desti crm 11 Press OK if you want to accept the assigned destination type CHHG OF or press CHHG and assign a new destination type Path 12 Press EHD RETR EMD OF Tree x 13 Press SAVE SALE PRINT QUIT Save as tree x 14 Press YES YES OTHF QUIT CallPilot Telephone Administration Guide 134 Chapter 6 Working with CCR Trees Tree saved 15 This display appears briefly CCR Admin 16 Press to end the session ADMIN Changing a destination type You can assign destination types only to Information and Mailbox nodes For more information about destination types see Destination types on page 105 NN40090 500 Chapter 6 Working with CCR Trees 135 To change a destination type Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR CCR Admin ADMIH CCR tree RETR OK Tree x CHHG QUIT Path RETR EHD OK x HHH CHHG ERASE OK Hbo xx CHHG HEST Desti Kxxx CHHG OK Destination PRE HOME DISC Desti xxx CHHG OK Path RETR EHD OK Tree x SAWE QUIT
85. annot be accessed until at least one saved message is deleted Operator The Operator is the person whose extension rings when the caller is prompted by the Auto Attendant to Press O for an operator If the Operator is not available callers who request the Operator transfer to the General Delivery Mailbox In Class of Service the Operator is also known as a Targeted Attendant Operator default extension The Receptionist or CallPilot designated Operator s default extension This default is preset to none and must be changed to any valid extension on the system Operator status The CallPilot setting that tells the system whether or not a receptionist or designated Operator is available Option A CallPilot choice that is given to a subscriber through voice or display prompts CallPilot Telephone Administration Guide 210 Glossary Outdial method The Outdial method determines which line line pool or route the system uses when a mailbox owner replies to a message left by an external caller and for Off premise Message Notification Park and Page Park and Page parks a call and announces it to a paging zone overhead paging system or both Depending on the configuration you select the page can be repeated until the parked call is answered An unanswered call returns to the mailbox or CCR Tree it originated from Password A four to eight digit number that is entered on the dialpad A password is used to ope
86. annot contain blank spaces 8 Press CHNG if you want to change the Primary language Language Prim re CHHG HEST Press HEXT if you do not want to change the primary language Language Alt 9 Press CHNG if you want to change the Alternate language CHHG HEST or Press HEXT if you do not want to change the Alternate language Max Mbx Time 10 Press CHHG if you want to change the maximum mailbox message CHHG HEST time or press HEXT and go to step 12 CallPilot Telephone Administration Guide 56 Chapter 3 Working with mailboxes Max bxs Time RETRY OF Max Mbs Time CHHG HET Max Med Len CHHG HET Max Med Len RETRY OK Max Med Len CHHG HEST Med Rebent CHHG HET Max Retent RETRY Ok Max Retent CHHG HEST Greeting Len CHHG HET Greeting Len RETRY Ok Greeting Len CHHG HEST OPH Y CHHG HET ketr Lime CHHG HET ketr Lime FETE ok 11 12 13 14 15 16 17 18 19 20 21 22 23 24 Enter a value from 1 180 minutes and press OE Press HET Press CHHG if you want to change the maximum mailbox message length or press MEAT and go to step 15 Enter a value from 1 60 minutes Press OK Press HEST Press CHHG if you want to change the message retention period or press MET and go to step 18 Enter a value from 1 to 365 days or type 0
87. answering overview Incoming call Receptionist Auto Attendant answers answers Company Greeting plays Custom Call Routing Auto Attendant Menu plays Home Menu plays CallPilot Telephone Administration Guide 82 Chapter 4 Setting up the Auto Attendant Greeting Tables Greeting Tables store the recordings played by the Auto Attendant to incoming callers Business Communications Manager BCM has ninety nine Greeting Tables You can record a total of 250 Company Greetings with a BCM You can assign only four greetings to a Greeting Table at any one time You can assign the same four greetings to each table or you can assign unique greetings for each table This table shows an example of how you can assign Greetings Greeting Type Table 1 Table 2 Table 3 Table 4 Morning Greeting 1 Greeting 5 Greeting 9 Greeting 13 Afternoon Greeting 2 Greeting 6 Greeting 10 Greeting 14 Evening Greeting 3 Greeting 7 Greeting 11 Greeting 15 Non business Greeting 4 Greeting 8 Greeting 12 Greeting 16 Morning Greeting 17 Greeting 21 Greeting 25 Greeting 29 Afternoon Greeting 18 Greeting 22 Greeting 26 Greeting 30 Evening Greeting 19 Greeting 23 Greeting 27 Greeting 31 Non business Greeting 20 Greeting 24 Greeting 28 Greeting 32 Nortel recommends using greetings 1 through 16 as your daily business greetings and greetings 17 through 250 as special greetings Each Greeting Table is di
88. ant to change whether the mailbox owner s name is included in the Company Directory press CHHG or press HET and go to step 17 Press HEST If you want to change message waiting notification for the mailbox press CHHG or press HET Press CHHG if you want to change the outdial method or press MET and go to step 22 Press HET if you want to use the outdial method shown on the display or press CHHG if you want choose another outdial method Enter the Line or Pool number and press 0K Although line pools have a letter such as A B or C CallPilot accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on Press OE Steps 22 through 26 appear only if the mailbox has Alternate extensions If not go to step 27 If you want to change or delete the first Alternate extension press CHNG or if you want to change the second Alternate extension press HET and go to step 25 NOTE If you delete the primary alternate extension using B 8 BJ the other alternate extensions are automatically deleted To delete the primary extension press CHHG and then press i CallPilot Telephone Administration Guide 52 Chapter 3 Working with mailboxes Altd ext 23 If you want to delete the first Alternate extension press RETR OF or if you want to change the Alternate extension enter the new extension number and press OK Altl exti xx 24 Press CHHG to change th
89. apter 3 Working with mailboxes To add a Guest mailbox Log QUIT RETR OK Admin MEO AA OTHR Mailbox Admin ADL DEL CHHG Mbox RETR QUIT Tyre subscriber HEST OK Ext RETR OK Service class RETR OK Harme RETR BESP OK Directory VES Ho Qutdial Mnone gt CHHG HET Med line none gt CHHG HET Mea line RETR OK Med line xx CHHG HEST 1 10 11 12 13 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OF For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press MBOX Press ABD Enter the Guest Mailbox number Press OK Press OK or J Enter a Class of Service from 1 to 16 Enter the mailbox owner s last name press enter the mailbox owner s first name or initial and then press OK For information on entering names using the telephone dialpad see Using the dialpad on page 18 Press YES if you want to include the mailbox owner s name in the Company Directory Press HEXT if you do not want to assign an outdial type or press CHHG to assign an outdial type Press CHHG to assign an Express Messaging Line or press HET and go to step 16 Enter an Express Messaging
90. ars if no prompts have been recorded for the Home menu node Psd too long Appears if a password exceeds eight digits A password must be between four and eight digits long Rec too lona Appears if a recorded message is too long Message or greeting length for a mailbox is determined by the Class of Service Rec too short Appears if a recorded message is too short SrPeak uF Appears if you record a greeting or message and do not meet the minimum volume level Do not use Handsfree Speak directly into the handset of your telephone Wm buses Appears if the maximum number of users are accessing CallPilot NN40090 500 189 Chapter 11 CallPilot configuration tips This chapter describes system configuration enhancements that maximize the efficiency of CallPilot Delayed answering by the Auto Attendant The Auto Attendant can answer any call on specified Central Office CO telephone lines after a specified number of rings CallPilot answers incoming calls if the Installer programs CallPilot to be the prime telephone for one or more designated CO lines The Delay Ring Transfer DRT feature transfers unanswered calls on these lines to the Auto Attendant after the specified number of rings Note DRT applies only to incoming calls on the assigned line It does not affect extension calls between telephones Ringing lines and answer buttons If two or more telephones have a ringing line
91. art with a zero If a mailbox owner cannot remember the password you can reset the password to the default password 0000 See To change a mailbox on page 50 Warning Change the System Administrator password frequently to minimize the l f 5 risk of unauthorized activity Trivial passwords Trivial password checking is intended to prevent unauthorized login to mailboxes The feature does not allow a mailbox subscriber to have a password that is considered trivial The trivial password checking feature can be turned OFF ON through CallPilot Manager and F983 The checking is done the first time each subscriber logs in to their mailbox after the feature is turned ON This forces all users who have trivial passwords to change their passwords to non trivial After the initial login for each user the trivial password checking is done every time the user changes the password The following are trivial passwords e password is identical to mail box number e password number is composed of all the same digits for example 1111 2222 e password number is composed of consecutive digits in increasing or decreasing order for example 1234 43210 Alphanumeric passwords entered in Call Pilot Manager are converted to numeric only passwords before they are validated For example a Call Pilot Manager password ADIJM might not look trivial but it is a trivial password when it is converted to numeric equivalent password 23456 Refer to
92. at steps 3 through 19 or press C to end the session CallPilot Telephone Administration Guide 44 Chapter 3 Working with mailboxes Adding an Information mailbox Assign all Information mailboxes mailbox numbers that begin with the same digit This helps you identify the mailbox type Assign a Class of Service that has the maximum message length To accommodate an average Information Mailbox recorded message assign a Class of Service of either 7 or 8 These Classes of Service have a greeting length of 10 minutes To add an Information mailbox Log QUIT RETR OK Admin MEO AA OTHR Mailbox Admin ADL DEL CHHG Mbox RETR QUIT Tyre subscriber HEST OK T Felinformation HEST OK Service class RETR OK Harme HET BEF OK Directory VES Ho Mailbox Admin ADE DEL CHHG 1 10 If you use a Business Communications Manager system a Press 9 Enter the telset User ID that has voice mail administration rights and press OF For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press MBO Press ABD Enter the Information Mailbox number Press HEST Press OK Enter a Class of Service from 1 to 16 A class of 7 or 8 is preferred Enter the mailbox name and press OK For information on entering names using the telephone dialpad see U
93. atically from the Company Directory and all Group Lists If you are deleting a mailbox associated with a CCR Tree make sure you remove the mailbox from the CCR Tree first If you do not remove the mailbox from the CCR Tree first the message Mbox in CCR appears on your display You cannot delete a mailbox if e itis currently in use e itis used in a CLID table or a CCR Tree e itis the System Administrator or the General Delivery Mailbox CallPilot Telephone Administration Guide 60 Chapter 3 Working with mailboxes To delete a mailbox Log QUIT RETR ok Admin MEO AA OTHR Mailbox Admin ADD DEL CHHG Mio DIR QUIT Mbox ow ner name DEL QUIT Mailbox deleted Mailbox Admin ADD DEL CHHG About Group Lists 1 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press MBO Press DEL Enter the number of the mailbox you want to delete or press DIF to use the Company Directory Press DEL This display appears briefly Press DEL to delete additional mailboxes or press C to end the session You can create a maximum of 99 Group Lists on your system Each Group List can contain a maximum of 300 mailbo
94. ax On Demand mailbox contains fax messages that a caller can request You must set how many messages callers can request Callers can request up to eight fax messages To choose a call method and the number of fax messages 1 Press PBJ Follow the voice prompts or the display button options to open the Fax On Demand mailbox FaxOnbemand 2 Press ADMIN or fB FASES ADMIH Mailbox admir 3 Press 6 GREET FPSWO QUIT Method Two call 4 Press CHNG or 1 to choose the one call method LNG oE In this display Two call represents the current call method The two call method is the default call method If the current call method is correct press HEXT or Limit 5 Press CHHG or and enter the number of faxes a caller can pus ei request The maximum is eight Limit 6 Press OK or J RETRY Ok Limit 7 7 Press OK or again to accept the number of faxes a caller can ChG DE request In this example the limit is changed to 7 8 Press to end the programming session Adding a fax message to a Fax On Demand mailbox You add fax messages to a Fax On Demand mailbox from a fax machine telephone If you use the Unified Messaging option you can use Unified Messaging to add fax messages to a Fax On Demand mailbox For information about creating and sending fax messages in Unified Messaging see the Unified Messaging Configuration Guide and Mailbox Manager online help You must ent
95. box If a caller dials the main extension the primary extension for the mailbox the call rings only at the main extension Note There is an exception to calls ringing only at the main extension If you assign alternate extensions an Answer DN for the main extension the call rings at the alternate extensions Answer DNs are assigned to extensions in system programming For more information see your system documentation Only extensions that do not have a mailbox assigned can be used as alternate extensions There are no default alternate extensions for Subscriber mailboxes Alternate extensions receive the same Message Waiting Indication and Caller Display information as the primary extension Subscribers can use the Open Mailbox feature Le 9 J 8 1_ from alternate extensions to access messages from their primary extension Subscribers can use the Interrupt feature Ce J Q 8 Z on an alternate extension the same way the same way they use e J J 8 7 on a primary extension If you delete the primary alternate extension using L 8 BJ the second alternate extension is automatically deleted Auto Login Auto Login is an option that makes logging on easier With Auto Login subscribers don t have to enter their mailbox number and password Subscribers with Auto Login can enter 9 e tj and immediately be logged on to their mailbox The telephone from which subscribers use
96. c s aces niiin iten PO TREAT SAREE OSES SORES 185 Chapter 11 CallPilot configuration tipS 00 cece eee eee eee eee 189 Delayed answering by the Auto Attendant 0 200 ees 189 Ringing lines and answer buttons 2 5 224ssee0sse0beeerarce ede eeaasaees 189 Ringing Answer Dutton 2 0c0s canes oaks Coeds Coeur ed dling See 189 Using Call Forward All Calls CFAC and Call Forward No Answer CFNA 190 How to set up CallPilot for different businesses 0 0c eee eee 191 CallPict for a small DUSINGSS 22ccccudesideteereenedetestureeaaenti de 191 CallPilot fora medium BUSINESS c 22e need eco dees cd bes ae es Se kdw wed eed 193 NN40090 500 Contents 11 Fanie COMPARI eraya nie eE OEE REDET TENE DENAT 196 Chapter 12 Default configuration valueS 0000 c eee eee 201 GIGGGONY lt cscccisecasetnseraeennsedaesiechiberdeisaseisedae sa 205 iG ee ee er rer rr ere eer 213 CallPilot Telephone Administration Guide 12 Contents NN40090 500 13 Chapter 1 Getting started About this Guide The CallPilot Telephone Administration Guide describes how to set up and configure CallPilot on a Business Communications Manager BCM system using telset based administration About CallPilot CallPilot is a versatile business communications tool that you can use to e answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voic
97. cal network Changing the number usually involves removing an area code or inserting an access code based on the dialing rules of the local network For example if a local number is prefixed with the long distance code 1 it is removed by the Dialing Translation Table The Dialing Translation process is immediate so calls do not take any longer to dial Some telephone numbers do not need to be changed before dialing CallPilot functions without a Dialing Translation Table Phone number Translation The Dialing Translation Table must define each possible case where a change is needed to allow the number to be dialed on the local network The Dialing Translation Table changes Network extensions into numbers that can be dialed on the local network The Network extension form of a phone number is the usual form in which the number appears For example the phone number 403 555 5050 in its Network extension form must be translated into a number that can be dialed on the local telephone network The Dialing Translation Table follows the rules required to make the call CallPilot Telephone Administration Guide 172 Chapter 9 Dialing Translation Examples of Dialing Translation Tables The following tables are examples of Dialing Translation Tables and how they function Every Dialing Translation Table entry consists of an Input value column and an Output value column The values in the Input column represent the leading digits of the Network
98. caller after listening to the Home Voice Menu selects the option by pressing a number on any tone dial telephone A Home Menu can be programmed to offer eight options By default O is reserved for reaching the Operator and P offers the menu in the Alternate Language The Home Menu can also be a recorded Information Message that announces information to a caller and then disconnects the call when the announcement is finished Home Menu voice prompt A voice prompt that provides a list of number options When pressed these options route a caller to a sub menu an Information Message a Leave Message option or a transfer to an extension Information Mailbox A mailbox that provides a caller with a message describing goods or services available from your company The Information Mailbox does not take messages and does not have an extension associated with it Information Message On a CCR Tree an Information Message is a message you record to provide a caller with information about goods or services available from your company Information mailboxes must be created before the Information Message option can be added to the CCR Tree Initialize Preparing a mailbox to receive messages which includes changing a mailbox default password recording a Company Directory name and recording Personal Mailbox Greetings Initializing CallPilot Preparing the CallPilot settings that are used in mailbox number length and language preferenc
99. cedeiinec de Rest phew si Rei eiass seas ienee sages 84 Seling p a Greeting TAME sos ceca ae eed Ree ke na aaa 85 Coniguning ne aAnsWernng 20s iceer hee eae eeiaeee REEE OR ERE 91 Changing line configwatom sich ia eee Godage dew deeded Ena ERS ae aE eG ORE 92 Assigning the number of rings before CallPilot answers nanana aasan 93 Seng p To chtone Gale srrsirrinirnts int ASRAE Ee HMR BER ERS E REAREA 95 About the CLID Routing Table so cccciccret eee ed atendadi bieangeareateres 97 Chapter 5 Custom Call Routing 2s6 22 secceiceccdascsteuss ce eeeseceeese Se 101 About Custom Call ROUINO c2ccccnetadeei eens etdemereted d enrik rE dee 101 Planning and designing a CCR Tree 0 0c cee tees 103 Momponente it BOOM TOE c 0nceeneeatagek en eedte ee RGR Raeee ee enna es 103 The Rome NOES ccckcdu Exe edede ed VRC A eee Ree ee EME RR ee ee 103 imonnation Messages ccs kes Dees peas eee hee eee hee ees 104 SUP MOMS ia e204 hee SAGER E A ARLARRERAARAERAEKRAY ARORA EER A AOERE HRA 104 ENON NOTOS a cnc SAek eRe SS SERRA STR AR RY ROG DA Glee SS ERER 105 FOO OGOS sayata aa OE cap idiak eels Mm ate asl ike E ec O a ae 105 NN40090 500 Contents 9 BES 160 2 ee ee ee ene eee ee eee ee eee ETE en eee ee 105 l EENAA eh Sie es eR ay ORS Sy ee eed ea ed 105 Path and Pago NOGO cr or Se ee ie ee ae eee 105 Anexample of a COR Tree 2 ccciicceticcnd sensed micer ee eeeieaneud ede 106 Chapter 6 Working with CCR Trees 2isscesc
100. ch as casts bisls baat aan aaa aR 42 Te Bet an LS IAN ANDO coussaia aaen A AR 44 We eT mukte HAIID ORES aisttescsipasdais seaicaadercenctdtesiniakidcoun uacecanendidanmeeeenaeae 45 WE TANTS WN aaia a a a ia 50 To enable Trivial Password Checking s iccstesaac cccridccsertidzaaciecatsiecsasntsiaceeestadeaseemublacccnets 54 Te Colt a Class of Servi E sssini eii nnar ENA EENEN 55 To AS a a MADON ikede 60 Raoa GNUR USAa a A 63 Technos a GOU E k ee 64 We ete a Gup Uaia a N 66 Toadd a Fax Overilow MaillbDOK s cassdccssscnsdcorcion sxeanninnssaandeiaes undaanniasinandoinsnrundacuesannnduiaines 68 To change the parameters of a Fax Overflow MailDOX ccccccsccccessssseeeeeesenseeeeeesaas 70 To add a Fax On Demand MAID OK biccisinsadiissssnatinansnindeninnsiinassadssanddeddaniusaddaaramadennauines 73 To tecor a Fax On Demand gree HiT ansessor A 79 To choose a call method and the number of fax messages sesesresseeeernssrrene 77 To add a fax message to a Fax On Demand mailbox cccccsssceeeesesseeeeeesssneeeeeeeeaaes 78 To delete a fax from a Fax On Demand mailbOX c cccccssseeeesesneeeeeeenneeeeeeeesaeeeeeseaas 79 Setting up the Auto Attendant 0 00 81 Totec a company eein Genosid inna mee eid ata 84 To Be WR a aI TADE ernia EEEE E ARRI 87 Te Canine how alne is answered ais sins vast ssi sian inaanak imate a 91 To change or view how a line iS ANSWELed c ccceecee cee eeeeeeeteeeeeeaeaaeeeeeeeeeeeeeeeeeeee 92 T
101. cond digit is the path where you want to create the Transfer node 8 Press OTHR MEHO IMFO OTHF 9 Press HFEF SFER LWMSG OTHR Transfer 10 Press IHT ExT IHT Exte 11 Enter the extension RETR OF Path 12 Press EHD RETRY EMD OF Tree x 13 Press SAVE SAWE QUIT Save as tree x 14 Press YES YES OTHR QUIT CallPilot Telephone Administration Guide 118 Chapter 6 Working with CCR Trees Tree saved 15 This display appears briefly CCR Admin 16 Press to end the session ACH IM About transfers to external numbers When CallPilot transfers a call using a CCR external transfer it uses two lines An incoming line connects the caller to the CCR Tree and an outgoing line transfers the caller to the external telephone number Both lines are used while the caller connects to the external telephone number To optimize the use of external lines the incoming line can be used to make the external transfer This type of transfer is called a Link transfer Not all phone lines allow Link transfers Ask your telephone service provider if your lines support Link transfers before you program CallPilot to use Link transfers To perform a Link transfer for a CCR external transfer you must press before the telephone number For example for the telephone number HSI GJEJMeIB 4 6 6 _ 6 4 is the telephone number dialed For information on preventing zunauthorized calls using
102. created set the Reply Translation to N CallPilot Telephone Administration Guide 174 Chapter 9 Dialing Translation Setting Dialing Translation properties Setting the Dialing Translation properties makes it easier to build a Dialing Translation Table It is not a prerequisite to set the Dialing Translation properties to operate CallPilot To set the Dialing Translation properties Log QUIT RETR OK Admin MBO AA OTHR Dialing FARM TABLE QUIT Lo dst aci none CHHG HET La dst acin RETR OK La dst acin CHHG HEST Area code none CHHG HET Area code x RETR OK Area code x CHHG HEST Access cdi none CHHG HET Access code s RETR OK Access code s CHHG HEST 1 10 11 12 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press 8 B This option does not appear as a display button option Press FARM Press CHHG and enter the long distance access code or press HEXT if you do not want to set this property and go to step 7 Press OK to accept the long distance access code Press HET Press CHHG and enter the area code or press MET if you do not want to
103. ct If you want the change to be effective immediately you must reboot your system If you have a BCM see the BCM Networking Configuration Guide Restricting Outdialing You can apply dialing restrictions to Nortel Business Series Terminals To restrict outdialing Do one of the following CallPilot Telephone Administration Guide 34 Chapter 2 CallPilot mailboxes e Insystem programming assign dialing restrictions to the extension of the subscriber For additional information see your system documentation e Insystem programming assign dialing restrictions to the lines used for outdialing For additional information see your system documentation e When changing or adding a mailbox do not give outdialing capabilities to a subscriber s mailbox See To add a Subscriber mailbox on page 38 NN40090 500 Chapter 2 CallPilot mailboxes 35 Initializing a mailbox Initializing a mailbox prepares the mailbox to receive messages A mailbox cannot receive and Initializing a mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the default password to the new password e recording the mailbox owner s name in the Company Directory Follow the procedure that pertains to the type of telephone interface you use Note After you set up and initialize your mailbox you can manage your mailbox using a telephone and F981 or online using Mailbox Manager
104. d press RESET RESET HEST or press MEAT to change other mailbox settings and go to step 8 Password reset 6 The password is reset Password 7 Press HEXT to change other mailbox settings RESET HEAT or press C to end the session Exte xx 8 Ifyou want to change the extension number press CHHG CHHG HEAT or press MET and go to step 10 Ext xx 9 Enter the new extension number and press MEXT RETR GUIT Service classix 10 If you want to change the Class of Service press CHHG CHHG HEAT or press MET and go to step 12 Service classi x 11 Enter a Class of Service from 1 to 16 and press HEST RETR Ok mbox owner name 12 If you want to change the mailbox owner s display name press CHHG HEAT CHHG or press MEAT and go to step 15 NN40090 500 Chapter 3 Working with mailboxes 51 MAME MHH RETR BESP OK HAKH HK CHHG HEST Directors i CHHG HET Directora iH CHHG HEST Med waiting Y CHHG HET Qutdial lt xxxx gt CHHG HET Qutdial lt xxxx gt CHHG HET HHHHI RETR OK Accert x RETR OK Alti exti xx CHHG HET 13 14 15 16 17 18 19 20 21 22 Enter the mailbox owner s last name press f enter the mailbox owner s first name or initial and then press OE For information on entering names using the telephone dialpad see Using the dialpad on page 18 Press HEST If you w
105. d ace ene il ii CHHG PLAY HEXT if you are finished assigning Greetings press HET until you see the display in step 14 that you can assign a language preference from Hon business 14 CHHG PLAY HEXT If you do not have the bilingual option enabled the steps for setting a language preference are not available and you go to step 16 Lang Prefs pri 14 If you want to change the language preference for the Greeting as Leal Table press CHHG or if you do not want to change the language preference press HEAT Lana Pref alt 15 Press HEXT CHHG HEST Atdti crore gt 16 Press CHHG CHHG HEMT Ext 17 Enter the extension of the Greeting Table Attendant RETR QUIT Att sw 18 Press HEXT CHHG HEST To return the Greeting Table Attendant back to none after an extension has been entered you must press EHHG and then Rereat kesi 19 If you do not want callers to be able to repeat the previous menu CHHG HEST press HEST or press CHHG and enter the digit that callers can press to repeat the current menu prompt If you enter 0 as the Menu Repeat Key callers hear the previous menu and cannot access the Auto Attendant or a CCR Tree menu Morn CCR tree H0 20 Press HEXT me MEXT You must build a CCR Tree before you can assign it to a Greeting Table For more information see Building a CCR Tree on page 107 Aftn CCR tree Ho 21 Press HEXT CHNG HEXT a
106. d to CallPilot On CallPilot 150 you can have a maximum of 300 subscriber mailboxes On CallPilot 100 you can have a maximum of 40 subscriber mailboxes On a BCM you can have up to 1000 mailboxes see Enabling a keycode on page 168 for information on how to enable keycodes System Administrator Mailbox The System Administrator Mailbox e is reserved for the System Administrator e is created automatically when the system is initialized for the first time e is where you send Broadcast Messages from Only the System Administrator can access the System Administrator Mailbox Remember to check this mailbox for messages Warning Change the System Administrator password as soon as possible to l f D minimize the risk of unauthorized activity Default System Administrator Mailbox number and password combinations For a mailbox the default System and the default number length Administrator System Administrator so the combined mailbox number of Mailbox number is Mailbox password is and password is 12 120000 102 1020000 1002 10020000 10002 100020000 100002 1000020000 1000002 10000020000 The default Class of Service for the System Administrator Mailbox is 7 You can change the Class of Service at any time For information on changing the Class of Service see Changing a mailbox on page 49 CallPilot Telephone Administration Guide 24 Chapter 2 CallPilot mailboxes General Del
107. dant uses when answering incoming calls If the CallPilot bilingual option is not enabled you cannot set up a language preference Greeting table attendant A Greeting Table Attendant overrides the designated Operator If the Attendant does not answer the call goes to the destination mailbox or the General Delivery Mailbox if not destination mailbox is assigned CCR Tree For each Greeting Table you can assign a CCR Tree for each time of day Assigning a CCR Tree to a Greeting Table is optional You must build a CCR Tree before you can assign it to a Greeting Table If you do not assign a CCR Tree to a Greeting Table the caller hears the greeting you assign and then hears the Auto Attendant menu If you assign a CCR Tree to a Greeting Table the caller hears the greeting you assign and then hears the CCR Tree menu Business hours Setting the Business Hours determines when each greeting is played for each Greeting Table Business Hours are divided into Morning Afternoon Evening and Non business categories for each of the seven days of the week for each Greeting Table To set up the days when your business is not open set all the start times to 12 00 a m This ensures that the Non business greeting plays throughout the day The Non business greeting can also be turned on and off using the Business Status feature When the Business Status is set to Off the Non business greeting continues to play until you set the B
108. des the schedule of the Greeting Table and plays the Non business greeting until turned off Call Screening When you change a mailbox owner s Personal Mailbox Call Screening feature to Screened the feature allows the mailbox owner to determine who is calling before accepting the call CCR See Custom Call Routing Channel configuration The number of channels on the CallPilot unit that are designated for outdial ing Class of Service A Class of Service defines the values for the special features of a Mailbox When adding a mailbox the System Administrator programs several special features at once by choosing the number from the Class of Service table that provides the level of service most appropriate for the subscriber A mailbox cannot be added without a Class of Service Company Directory The Company Directory is an internal voice and text list of the names of mailbox owners with initialized mailboxes who are designated to appear in the directory Configuration The tasks involved in setting up the different parameters of CallPilot For example configuring the Central Office CO lines answered by CallPilot Configuring CallPilot lines The tasks involved in determining which external lines are answered by CallPilot and which Greeting Table is assigned Custom Call Routing Tree Call Paths that let subscribers select options to direct their calls along the paths you create Defaults The preset parameters for CallPilot
109. e Leave Message The feature code used to leave messages in CallPilot mailboxes NN40090 500 Glossary 209 Level The Home Menu is on Level 0 As sub menus are added the caller progresses through the levels of the CCR Tree A total of 11 levels can be created from 0 to 10 Mailbox A storage place for messages on the CallPilot system Mailbox number length The number of digits allowed in a mailbox number The mailbox number length ranges from two to seven digits 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 Menu A menu is a voice prompt you record that provides a caller with a list of up to eight options There is one default pre recorded menu the Auto Attendant Menu that plays after the Company Greeting You can replace this default menu with a custom menu or you can assign the CCR Home Menu to play instead of an Auto Attendant menu Message Waiting Notification Message Waiting Notification provides a mailbox owner with a message notification Message for sou on the display of their telephone Never Full Mailboxes CallPilot mailboxes have a Never Full Mailbox Feature which lets callers leave messages in a mailbox even if the mailbox is full The messages are stored but c
110. e You must create an Information mailbox before you can add it to a CCR Tree The Home node can be an Information Message You can program the Home node to play an Information Message For example Come celebrate with us It s time for Ideal Office Machines annual get to know our customers picnic The annual picnic is on the first Sunday of August from 1 00 to 5 00 p m in Thompson Park See you there If the Home node is an Information Message the caller disconnects at the end of the message You cannot specify another destination For information on destination types see Destination types on page 105 Using an alternate language for the Home node prompt If you record an alternate language Home node prompt you must tell callers about the alternate language option In the primary language Home node prompt tell callers to press P if they want to hear the message in the alternate language For example To hear this message in the alternate language press B To place an order press 1 To add your name to our mailing list press 2 To reach our sales department press 8 To speak with the receptionist press 0 Sub menus A sub menu is any menu that callers hear after the Home node Sub menus can lead to other sub menus A sub menu is a prompt that provides callers with another list of options For example from the Home node a caller can press B to reach the Sales department and hear the sub menu opt
111. e Assign or change the number of MOS assises aiia 93 To t up Touchtone Cp ss desctccrsa ds cxacndin exedacrinssanadedaisn canddcmiasanaadoinsa vsrndnnsnaaunadoiasamndacenese 95 TREY Riis a phano WHIT ea I siatassacussehanvanis saacetness tiaeteanes T 98 To change or delete a phone number in the CLID Routing Table cccscceeee 100 Custom Call Routing r iviics ci0e0 ior es O20 b 6 eR DREHER eW i isi 101 Working With CCR Trees 2 22222 sc oc ecteceeteassesa ce sueles baw 107 Te milda COR TR ascii E 107 Tocade a Home NOUE accicsswicentenateczeritiacer rie en Gunns 109 Toa aA Mem ss iiaa uhatretrdasmmiaasia laine lease a 111 To addan momma lon mode sireriaaciaaaaa o a aa a 113 Thad a Mab PONE enaa aaa a aaa a 115 To add a Transfer to an external MUMBO ciccccicessatisanineredecatissesaecetioladeaieenadieareseuadiannn 118 ke aa aP aak and Faga node wiiciieaissenanstendanenaeen eens 122 CallPilot Telephone Administration Guide 4 Task List To assign a CCR Tree to a Greeting Table cececeecceeeeeeeeeeeeeeeeaeeseeeeeeteaeeeteneees 124 To set the feature code range and NUMDESS eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeteseeeeeetes 127 flags licis e oe WM igs meen renee rer ret er recrr ete tte rer reer errrreer et rete rere rr ree re ere 129 TERO ATE 2 emer er ene rer pee Pree errr ere pret err errr tree rrr te rrr rere 130 To chango a AUN NOG encena 133 To change a destnalon GPe nssssransnrns as mandsas nena 135 To cha
112. e BCM Administration Guide b Enter the user password and press OK Admin 2 Press 6 8 This option does not appear as a display button option MBO AA OTHR Dialing 3 Press TABLE FARM TABLE QUIT Dial Table 4 Press ADL ACD CHHG AJIT Ini xxx 5 Enter an input value up to 14 digits RETRY Ok HEX 6 Press OE to accept the input value RETR Ok or press RETR and enter a new input value Quits 7 Enter an output value up to 15 digits RETRY OF HEX 8 Press K to accept the output value RETRY OF or press RETR and enter a new output value Dial Table 9 Press to end the session ALE CHHG QUIT NN40090 500 Chapter 9 Dialing Translation 177 Reviewing entries in the Dialing Translation Table You can review Dialing Translation Table entries at any time To review Dialing Translation Table entries Log QUIT RETR Ok Admin MBO AA OTHR Dialing PARM TABLE WEST Dial Table ADD CHHG QUIT Inalt outwal WIEW HEST OTHE If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press BJ BJ This option does not appear as a display button option Press TABLE Press CHHG Pres
113. e dialpaddialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier text Indicates command names and options and text that you need to enter Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier text Indicates command syntax and system output for example prompts and system messages Example Set Trap Monitor Filters FEATURE HOLD RELEASE Indicates that you press the button with the coordinating icon on whichever set you are using Using CallPilot with a two line display telephone You cannot use a single line display telephone to set up and administer CallPilot You must use a two line display telephone Two line display phones show CallPilot commands and options A two line display can show up to three displaybutton options at once In some instances an option does not have a corresponding display button and you must select the option by pressing buttons on the dialpad CallPilot Telephone Administration Guide 18 Chapter 1 Getting started While you program CallPilot at any time you can press to go back to the previous selections An example of a two line display Display command line Display button options Psu OTHR RETRY Ok
114. e mail Auto Attendant and call handling capabilities This guide leads a System Administrator through setting up and operating CallPilot on a Business Communications Manager system You can program CallPilot using a two line display telephone on your system You can also use the web based CallPilot Manager to set up and operate CallPilot For information on CallPilot Manager see the CallPilot Manager Set Up and Operation Guide CallPilot features CallPilot includes these features Voicemail Records messages and stores them in a mailbox for easy retrieval Business telephones on your system can have their own mailbox and greeting Information can be distributed quickly to departments and workgroups Auto Attendant Answers your business calls promptly 24 hours a day with a Company Greeting Callers can direct their own calls by using the Company Directory Custom Call Routing CCR Enhances the Auto Attendant menu with customized menus and information messages With CCR you can determine the menu options and record the voice prompts that guide callers along call paths CallPilot Telephone Administration Guide 14 Chapter 1 Getting started Fax Answering Fax Answering lets outside callers send faxes to the main site telephone number Fax Answering is available even if you do not have the Fax option installed on your system With Fax Answering a fax call that arrives through the Auto Attendant or CCR transfers to a specifi
115. e second Alternate extension CHHG HET Alt2 extixxx 25 If you want to delete the second Alternate extension press RETRY ea The display shows Alt exti none gt or if you want to change the second Alternate extension number enter the new extension number and press OK Alt ext appears only if Alternate extension 1 is assigned Alte extixxx 26 Press CHNG to change the third Alternate extension CHHG HEST AILS extixxx 27 If you want to delete the third Alternate extension press aleu as The display shows A1 3 exti none gt or if you want to change the third Alternate extension number enter the new extension number and press OK Al 3 ext appears only if Alternate extension 2 is assigned ALLS exti xx 28 Press CHNG to change the fourth Alternate extension CHHG HET Alt extinxx 29 If you want to delete the fourth Alternate extension press Beli ss The display shows Alt4 exti none or if you want to change the fourth Alternate extension number enter the new extension number and press OK Alt4 ext appears only if Alternate extension 3 is assigned Altd exti xx 30 Press CHHG to change the fifth Alternate extension CHHG HEST AltS extinxx 31 If you want to delete the fifth Alternate extension press RETRY o The display shows Alt S exti none or if you want to change the fifth Alternate extension number enter the new extension number and press QE AltS ext appears only i
116. e transferred to the new extension If the Operator does not answer the call is transferred to the General Delivery Mailbox Setting the Business Status The Business Status setting overrides the Morning Afternoon and Evening Greeting Tables If you set the Business Status to Yes greetings are played according to the time scheduled in the Greeting Tables For example if Business Status is set to Yes the Morning Afternoon and Evening Greetings play automatically according to the start times programmed in the Greeting Tables When the receptionist sets the Business Status to No at the end of the business day or prior to the weekend the Non business hours Greeting plays until the receptionist sets the Business Status to Yes Have the receptionist or designated Operator change the Business Status to Yes in the morning when your company opens At the end of the business day have the Receptionist or designated Operator set the Business Status to No NN40090 500 Chapter 8 CallPilot operations 157 To set the Business Status 1 Press Q e fe Pudi 2 Enter the Operator password and press Ok RETRY Ok Choose Oreration 3 If you are using a Business Communications Manager system OPER MODE press OPER Atdt avail 4 Press HEST CHHG HEAT Business openi H 5 Press CHHG to toggle between Y and N CHHG HET 6 Press to end the session Changing greetings or the Business Status from a remote t
117. ed extension The extension is usually a fax machine connected by an Analog Station Module ASM for Business Communications Manager or an ATA ASM or GASI trunk for BCM50 CallPilot options CallPilot has three options to enhance your office communications You need a keycode to enable a CallPilot option Contact your vendor if you want to trial or purchase a keycode CallPilot options are as follows Message Networking Message Networking links the CallPilot system with other voice mail systems and allows the exchange of voice messages between users at different sites CallPilot supports Digital networking and Audio Messaging Interchange Specification AMIS networking For information about Message Networking see the CallPilot Message Networking Set Up and Operation Guide Contact Center Contact Center is an application that handles incoming calls as efficiently and economically as possible Contact Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Calls can be routed based on the origin of the call the destination of the call or the information entered by the caller Callers can be given high or low priorities Callers can overflow to different groups or skillsets of agents transfer out of the system leave a message and hear announcements or informative messages For information about Contact Center see the Contact Center Set Up and Operation Guide Fax Fax is
118. ed internally with Call Pilot Answer buttons For information about Answer Buttons see Ringing Answer button on page 189 Autodial internal All subscribers on the CallPilot system can program the CallPilot extension Press Q to view the CallPilot extension You can use autodial for Busy Lamp Field BLF indication for all voice channels This allows CallPilot channels to be monitored during busy periods Automatic Set Relocation Must be set to No when changing the CallPilot extension and connections between the telephone system Call Forward All Calls CFAC Any ringing line or answer button appearance on a set forwards to the extension specified by the call forwarded setextension If CFAC is used a caller immediately transfers to the mailbox of the CFAC extension Call Forward No Answer CFNA Any ringing line appearance on a set can be CFNA to the extension specified after the programmed number of rings CFNA is not applicable in an Auto Attendant application If Delayed Ring Transfer DRT is being used for CallPilot answering ensure that the number of rings for CFNA on any of the sets with ringing appearances of lines to be answered by the Auto Attendant is equal to or higher than the number of rings for DRT CFNA takes precedence over DRT and Transfer Callback if it has a lower number of rings Camp On The Camp On Feature cannot be used to access CallPilot If a caller calls the extension and there is
119. ed to the System Administrator Mailbox For information on how to change the setting see Changing a mailbox on page 49 After you decide what you want your greetings to say practice recording them Remember to speak slowly and clearly at a pace that is easy to understand CallPilot Telephone Administration Guide 84 Chapter 4 Setting up the Auto Attendant Recording a Greeting Do not use Handsfree to record your company Greetings Speak directly into the phone handset To record a company Greeting Log QUIT RETRY Ok Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LIWES Greeting admin GETG AA Greeting RETR OK Greeting irr RETRY PLAY REC Record greeting RETRY Ok Accert greeting RETR PLAY DE If you use a Business Communications Manager system a Press 9 Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press QE Press AA Press GETG Press GETG Enter the number of the Greeting you want to record and press OK Refer to page 82 to see the number of available greetings for your system Press REC At the tone record your greeting Do not hang up the handset when you are finished recording Press OK to end your recording To listen to the greetin
120. ee 139 CI OP BUN oS geet aces keel are ak ee Sewanee ead Sor eee 141 Chapter 7 Broadcast and Information messageS 000 seee eee e eens 143 About Broadcast messages c 2245s ess ocdd os eS a SRA ve EG EAA EERE OARS 143 Information mailbox messages 00 eee 146 About recording an Information mailbox message 20e eee 146 Recording an Information mailbox message ccc eee eee eee 147 Chapter 8 allPilot operations 24 55 ceacsreccgecesasseedecsdagscceseese ee 149 About resetting CalPilel lt ccdeciacnececceseametedeeiiar suede esaune eaee 149 WANG CallPilO scorch cdeeceepaesseiercepasaepebar pare egedouneaann aad 151 Resetting the System Administrator password 000 cece eee ees 153 Operator SCRINGE socre ioed rosei bene de ae Shee Roe eR ee Ra Re ROAR ERE Ve 154 CallPilot Telephone Administration Guide 10 Contents setting the Operator SAUS oda cnccentdoesdeeecdee IARE Sees IRERE 154 Changing the Operator password sssaaa aaaea 155 Resetting the Operator password 20000 cee eee e eee eee 155 Changing the Operator default extension 60000 cee eee eee 156 Setting the Business Status 0 00 es 156 Changing greetings or the Business Status from a remote telephone 157 Setting upline anSwenng lt 22 2 ieee cirsio de serii ran see ecdee ae end 157 Setting the Automated Attendant status u s uaaa eaea 159 CallPilot default system options s
121. elephone You can change a greeting or the Business Status from the dialpad of external tone dial telephone You must do remote administration through the System Administrator Mailbox For information about remote administration see the CallPilot Reference Guide Setting up line answering CallPilot can answer all your Central Office CO lines included in line configuration You can designate whether or not CallPilot answers your company lines When Answer Lines is enabled CallPilot answers the incoming calls and presents each caller with the Company Greeting and the Automated Attendant menu When Answer Lines is disabled CallPilot does not answer incoming calls Your receptionist must answer and route incoming calls For more information about line configuration see Configuring line answering on page 91 To assign Answer Lines 1 Press eJBJBJ Psu 2 Enter the Operator password and press Ok RETR Ok Choose OFLion 3 If you are using a Business Communications Manager system OPER a press OPER Atdt avail H 4 Press HET CHHG HEST Business openi H 5 Press HEXT CHHG HEST CallPilot Telephone Administration Guide 158 Chapter 8 CallPilot operations Answer lines H CHHG HEST Press CHHG If you set Answer Lines to N the display shows Disabling If you set Answer Lines is set to Y the display shows Enabling Press to end the session NN40090 500 Chapt
122. en you try to reply to a CLID message or reach an Off premise Message Notification number ensure Outdialing is assigned available and correctly configured For more information see your system documentation PersonalizZed greetings do not play Personalizzed greetings do not play if a telephone is on Call Forward Busy or Call Forward All Calls to the CallPilot extension number In these cases Personalized greetings depend on the CLID information that is received prior to the second ring if you use analog lines Personalizzed greetings do not play if the Auto Attendant is set to answer at 0 or 1 ring The Primary or Alternate personal mailbox greeting plays instead Change the number of rings to 2 or greater NN40090 500 Chapter 10 Troubleshooting CallPilot 183 Mailboxes do not accept messages A mailbox does not accept messages if e itis not initializzed e CallPilot message storage capacity is full Messages are removed from a mailbox If messages are removed check the message retention period in the mailbox Class of Service You can assign a class of service with a longer message retention period Refer to Class of Service values on page 29 for the Class of Service values for message retention To change the Class of Service to a Class of Service with a longer message retention period see Changing a mailbox on page 49 A subscriber lost the mailbox password A forgotten password cannot be recovered The password a
123. ephone when they have a message Message Waiting Notification is enabled by default When you create Guest Mailboxes do not enable Message Waiting Notification Guest Mailboxes do not have an operating extension Outdial route The Outdial route determines which line or line pool the system uses when a subscriber uses e the Reply feature to reply to a message left by an external caller e Off premise Message Notification e Outbound Transfer The default for Outdial route is None The values available are None Line Pool or Route Until you assign a line or line pool as the Outdial route for a mailbox the mailbox owner can use the Reply feature to reply to calls from internal extensions only Off premise Message Notification for internal extensions only and Outbound Transfer for internal extensions only NN40090 500 Chapter 2 CallPilot mailboxes 31 When you assign an Outdial route the dialing is done by the extension the system is connected to not by the display telephone You can apply dialing restrictions to display telephones and the extensions connected to the system For more information on restricting outdialing refer to Restricting Outdialing on page Ja If you set the Outdial route to anything but None there is a potential for unauthorized long distance dialing You can prevent this by creating outdialing restrictions Alternate extensions You can assign up to five alternate extensions to each Subscriber Mail
124. eplied to using the CallPilot message reply options After listening to a message a subscriber can forward a copy of the message to another mailbox or call the message sender Note If a subscriber replies to a message from a one line display phone they must press P after listening to the message Night Service When Night Service is activated and the CallPilot prime extension is specified as the Night Ring extension for an incoming line a caller immediately hears the CallPilot Auto Attendant Prime Set When you configure lines on your system you can designate CallPilot as the prime extension CallPilot answers with the Auto Attendant Private line When private lines are assigned to a set programmed to ring CFNA to CallPilot is answered by the set s mailbox If a private line is the only appearance on that set CallPilot transfers calls through the intercom button Note If the private line is not programmed to appear but not to ring CFNA is not activated Ringing line preference Lines programmed as Ring only to telephone extensions are recognized by CallPilot Features such as CFNA and CFAC to CallPilot are not recognized by non ringing lines programmed to a telephone extension Refer to Call Forward No Answer CFNA on page 196 Call Forward All Calls CFAC on page 196 and Answer buttons on page 196 NN40090 500 Chapter 11 CallPilot configuration tips 199 Service Modes Wit
125. er 8 CallPilot operations 159 Setting the Automated Attendant status The Automated Attendant plays after the Company Greeting and after a caller leaves a message in a mailbox The Automated Attendant gives callers a list of options such as entering a mailbox number accessing the Company Directory or reaching the Operator You can turn the default Automated Attendant off at any time and record a customized menu prompt For more information about recording customized menu prompts see About Company Greetings on page 83 When the Return to Automated Attendant status is set to No callers do not have any options after they leaving a message Callers hear the voice prompt Message delivered Exiting the system good bye and the call ends You can set the Automated Attendant prompt to No to prevent callers from having lengthy CallPilot sessions or if you use CallPilot behind a private exchange system To change the Automated Attendant status 1 If you use a Business Communications Manager system a Press JEJ BJB Enter the telset User ID that has voice mail administration rights and press OE Lag For information about creating a user with voice mail GUIT RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press OE Admin 2 Press AA MEO AA OTHR Auto Atdt Admin 3 Press GETG GETG TABLE LIHES Greeting admin 4 Press AA GETG
126. er a selection identification number when you add a fax message from a fax machine telephone to a Fax On Demand mailbox The selection identification number is used by callers to select the document they want to retrieve Immediately after you add or update a fax message in the Fax On Demand mailbox verify that the fax message is received and is ready for customer use To verify the message is ready access the Fax On Demand mailbox and print the new or updated fax messages CallPilot Telephone Administration Guide 78 Chapter 3 Working with mailboxes To add a fax message to a Fax On Demand mailbox Place the fax in the fax machine 2 From the system fax machine telephone call the voice mail DN If you do not know the voice mail DN on a display set press B l 3 Log on to the Fax On Demand mailbox e If you use the Norstar Voice Mail interface and the fax machine telephone does not have a mailbox enter the Fax On Demand mailbox number and password and press e If you use the Norstar Voice Mail interface and the fax machine telephone has a mailbox press enter the Fax On Demand mailbox number and password and press e If you use the CallPilot interface enter the Fax On Demand mailbox number and press f then enter the Fax On Demand mailbox password and press Press fi Press again to add a fax message Enter the Fax On Demand selection identification number The Fax On Demand selection identification number must be a
127. er with voice mail administration rights see the BCM Administration Guide ee b Enter the user password and press OK QUIT RETR Ok Admin 2 Press AA MBO AA OTHF Auto Atdt Admin 3 Press LIMES GETG TABLE LINES Line number 4 Enter the line number and press OE RETRY E Linesl AnsiH 5 Use HEXT and CHHG to view the assigned lines or change the answer CHHG HEST status You can press to return to step 4 and select a line number without having to go through the entire list 6 When you are finished viewing and changing lines press C to end the session NN40090 500 Chapter 4 Setting up the Auto Attendant 93 Assigning the number of rings before CallPilot answers You can assign the system to answer incoming calls after a specified number of rings The number of rings ranges from 0 to 12 If you leave the number of rings at zero the system answers immediately For lines equipped with Calling Line Identification CLID you must set the number of rings to two or more if you use analog lines CLID is not provided until just prior to the second ring so assigning the number of rings to 0 or 1 prevents CLID from being relayed You do not have to set the number of rings to two or more for CLID if you use BRI PRI or VoIP lines For more information about the type of lines you use contact your Norstar administrator Without CLID personalized greetings CLID Routing Table and other features
128. erformed NN40090 500 Chapter 6 Working with CCR Trees 123 afer bfore rage H CHHG MEST Fage ture CHHG Ok Zone CHHG OF Retries CHHG HET Interval CHHG OF CCR Admin AGM IH 12 13 14 15 16 17 Select MEST if If you want the call to be immediately parked and paged or select CHHG if you want the call to be transferred before it is parked and paged Select the page type you want to use SETS internal zone SPER overhead paging or BOTH The default is SETS The default paging zone 1 appears To select a different zone press CHHG and select the paging zone you want to use 23 4 5 6 or All If you use a CallPilot system with a Compact ICS select a number from 1 to 3 or All If in the previous step you selected SPER this display does not appear The default number of retries 1 appears To select a different number of retries press CHHG and select a number from 0 to 5 that is the number of times the system will try to page to the paging zone The default interval of 15 seconds appears This is the number of seconds between paging retries The retry time is measured from the end of the playback of the page To specify a different interval press CHMG and enter a value between 5 300 seconds Press to end the session CallPilot Telephone Administration Guide 124 Chapter 6 Working with CCR Trees Assi
129. esesdastveesscave cass erecns 107 Bulcing a CER TER si c cane boii doe dake dees oe choad Sada ee 107 Creato a Home AON i222 o0ck da dees chesd dese tink AERA A ARE EAE 108 Adding nodes to the Home node srrresirsssrssenriresnereriri eana 110 POC WEN NOUS aperar ree A EADAE 111 Adding an Information noda siiisarsrssiiinsisssiisivrsrisiiistasri iii 113 Adding a Mailbox NOAE cock Dees ee hho ie Rebeka ees bao eae 115 Addinga TANSE NONE ssri cednceeeS issii berker ene eeneerteeartawne 117 About transfers to external numbers 000 c eee eee eee ees 118 Adding special characters to an external transfer number 120 Adding a Park and Page NOde 2s cccee coed dee e csn Rede Oe eee URE eR RA 121 How Park and Page WEIS 62 ooo oe eek Sh dee ea ewe Rhee eas 121 Assigning a CCR Tree to a Greeting Table 0 ccc ees 124 Testing SCR TOS os cea ce eee Se ROR Ree Ce eR AE 126 One button access to CCR 16S ocsi c eles ene bedhead e bdewe eka ce aes 126 Disabling a COCR TEE 2k canceeds hed ah e PR EeR ULES de a EE e RR eHS 129 Deleting a CER Wee is2c 5 seas cgdeee dee scans tees by ear emeds EE 130 Changing a CCR Tree message 0 0 cece eet 131 Changing a Mailbox node 2c lt ciiaieuteacsoneecebeeit harkatini iratai e 133 Changing a destination NDE 2s ck eek eens ee Eee Ree ee ees 134 Chanongo a Tandi GS nseeetaeereeerpeedew lesa tiesRaeendecee ears 137 Changing a Park and Page node 0 entieri tison e
130. eshooting CallPilot This chapter describes problems that can occur when you operate CallPilot and possible solutions The Auto Attendant does not answer calls e Verify that you have assigned lines to the Greeting Table e All the channels can be busy Try calling back Your call is answered when a channel is available e If the channels are frequently busy it indicates there is too much activity Contact your advice line or sales representative CLID information is lost or CLID routing is not routing calls Make sure that the Auto Attendant is set to answer after two or more rings If you use analog lines CLID information is not available until after the second ring For information about setting the number of rings see Configuring line answering on page 91 The Auto Attendant transfers some callers to the General Delivery Mailbox The system requires a tone dial telephone signal and a minimum voice level The system waits for a caller to respond If a response is not received the call transfers to the receptionist or designated Operator If they are not available the call transfers to the General Delivery Mailbox Calls also transfer to the General Delivery Mailbox if an extension does not have a mailbox For the system to transfer calls correctly each mailbox must have a unique extension number To verify that mailboxes have a unique extension number print the Directory Report You can print reports using CallPilot Manager
131. ess FAUS again to enter another four second pause 4 to recognize dial tone behind PBX The Recognize Dial Tone special character appears as on the display B Jor OTHE to enter a 6 Jor OTHE to enter a OTHE then TOHE to recognize dial tone behind PBX The Recognize Dial Tone special character appears as on the display to cancel and retry NN40090 500 Chapter 6 Working with CCR Trees 121 Adding a Park and Page node A Park and Page node parks a call and announces it to a paging zone overhead paging system or both The page can be repeated until the parked call is answered or the timeout occurs Calls that are unanswered due to the page being unanswered return to the CCR Tree How Park and Page works Callers who access a Park and Page node hear the One moment please voice prompt The caller cannot interrupt this prompt by pressing other digits How the call is handled depends on how you set up Park and Page If you define a Transfer DN and select Transfer Before Page the call is transferred to the Transfer DN If the call is not answered at the Transfer DN the caller hears the One moment please prompt and the call is parked Parked callers hear hold tone or music on hold depending on your system configuration CallPilot pages to the appropriate paging zone overhead speaker system or both If another call is being paged CallPilot waits for five seconds and retries the page CallPi
132. ess to these frequently used features Employees have a mailbox number that is the same as their telephone extension All mailbox owners have initialized their mailbox and recorded a Personal Mailbox Greeting The central receptionist The On Your Toes Dance Studio s receptionist handles all calls from the studio s published telephone number If the receptionist does not answer the telephone within four rings the Auto Attendant answers the call The receptionist is also the designated Operator Whenever a caller presses 0 to speak with the operator the call transfers back to the receptionist Here is how On Your Toes Dance Studio s communication system works The On Your Toes Dance Studio s public telephone number is 555 2468 The studio subscribes to custom calling services from the telephone company This number forwards to any available non busy line in a group of six lines All six lines appear on the receptionist telephone CallPilot is the Prime Set for each of the six lines The Delayed Ring Transfer feature DRT to Prime is set to Yes and the DRT Delay is set to four DRT forwards unanswered lines to the Auto Attendant Note Delayed Ring Transfer is a telephone system wide call handling feature All lines programmed as DRT to Prime are forwarded after four rings This is done by setting the Prime Set of the line to the CallPilot extension CallPilot Telephone Administration Guide 192 Chapter 11 CallPi
133. etting the Operator password You can reset the Operator password if it is forgotten Resetting the Operator password resets the Operator password to the default of 6 7 8 J 7 8 6 7 Operator Seti xxnx HET Pew RETR OK Reset Password YES HO 1 Press e JQ 8 6 J Press 7 Press ZJB OR BJE FIBI 7 7 2 8 Resetoperpswd and press OK or J Press YES or J CallPilot Telephone Administration Guide 156 Chapter 8 CallPilot operations Changing the Operator default extension When callers request to speak to your company Receptionist or Operator CallPilot transfers the call to the Operator s extension You can change the receptionist or designated Operator extension number Callers can request to speak to your company receptionist or designated Operator if the Automated Attendant voice prompt announces the option and the Operator Status is set to Yes To change the Operator default extension 1 Press Q e fe Pudi 2 Enter the Operator password and press Ok RETR OK Choose Oreration 3 If you are using a Business Communications Manager system OPER PIDE press OPER Atdt awailiY 4 Press HEXT until you see the display in step 4 CHHG HEAT Abdi xxx 5 Press CHHG CHHG OF Exte 6 Enter the Operator extension RETR QUIT Atdti xxx 7 Press to end the session CHHG HEAT Callers who request the Operator ar
134. f Alternate extension 4 is assigned AltS extinex 32 Press HEXT RETRY OF Auto Logon x 33 Press CHNG if you want to change the Auto Login status for the one NEAT subscriber or press HET NN40090 500 Chapter 3 Working with mailboxes 53 Restricted x CHHG HEST Med lineixxx CHHG HET Meg line RETR OK Med line xx CHHG HEST Fax Only Line x CHHG HEST afers blind CHHG HET Afersiscreened CHHG HEST Pade tyre none CHHG OK cone 1 CHHG OK Retries 1 CHHG HET 34 35 36 37 38 39 40 41 42 43 Press CHHG if you want to change the Mailbox Restrictions status for the subscriber or press HET Press CHHG to change or assign an Express Messaging Line or press HET and go to step 32 Enter an Express Messaging Line number between 1 and 500 and press OE Press HEAT Press CHHG if you want to change the subscriber s settings to N so that their Express Messaging Line mailbox accepts both fax and voice messages to Y so that their Express Messaging Line mailbox accepts only fax messages or press HET Press CHHG if you want to change the Call Screening status or press HET and go to step 34 Press HEST Press OF to accept the page type shown or press CHHG to change how you want calls to be paged in the internal zone SETS overhead paging
135. f the selected option is not valid for the command display shown Invalid line Appears if you have an invalid line number Invalid mailbox Appears if you enter an incorrect mailbox number or if you have not assigned a mailbox to the requested extension These calls are transferred into the General Delivery Mailbox Invalid number Appears if you enter an incorrect line pool number or an incorrect number of channels while configuring Outdialing Also appears if you enter more than the maximum number of digits allowed for a telephone number maximum is 30 digits Invalid Password Appears if you enter an incorrect mailbox password Invalid rath Appears if you enter an incorrect number for a Path The Path number is a series of numbers where each number must be from 0 to 8 This message also appears if all the Paths on a Tree are assigned The maximum number of Paths for a Tree is eight on each level Invalid time Appears if you enter an incorrect time for setting up Off premise Message Notification This message also appears if you specify an invalid time for your business hours Invalid tree Appears if you enter an incorrect number for a CCR Tree The Tree number must be from 1 to 8 Invalid Value Appears when the value entered is not valid and or does not fit within the expected range Line in use Appears when assigning a line to Auto Attendant or Contact Center that has been prog
136. g press PLA or to accept the recording press OK or to re record the greeting press RETR Repeat steps 3 through 8 if you want to record another greeting Press to end the session NN40090 500 Chapter 4 Setting up the Auto Attendant 85 Setting up a Greeting Table To set up a Greeting Table you e can record a Custom prompt if you want to replace the Auto Attendant Menu e assign Greetings for each time of day to the Greeting Tables e assign a language preference if you use bilingual operation e assign a Greeting Table Attendant e assign a CCR Tree e set your company s Business Hours Note You must build a CCR Tree before you can assign it to a Greeting Table For information on building a CCR Tree see Building a CCR Tree on page 107 Custom prompts You can record a Custom prompt to replace the Auto Attendant Menu prompt We recommend that you record prompts that are at least eight seconds long In the Custom prompt you can provide the caller with a list of options such as choosing the alternate language accessing the Company Directory and reaching an operator You can record a Primary and an Alternate Custom prompt for each Greeting Table Greeting For each Greeting Table you can assign what Greeting plays for each time of day Language preference You can set the language preference for each Greeting Table This setting determines which language the Auto Atten
137. gning a CCR Tree to a Greeting Table Before incoming callers can access a CCR Tree you must assign lines to a Greeting Table For information about assigning lines to Greeting Tables see Configuring line answering on page 91 To assign a CCR Tree to a Greeting Table Log QUIT RETRY OK Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LIWES Grtd table RETRY OK AA menu prompt CHHG Morn CCR tree HO CHHG OK Morn CCR tree HO CHHG HET Horn CCR tree DISABLE OK 1 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press HA Press TABLE Enter the Greeting Table number and press OE Press OK Press HEXT until you see this display Press CHHG if you want to assign a CCR Tree to the Greeting Table for the morning or press MEAT if you do not want to assign a CCR Tree and go to step 10 Enter the number of the CCR Tree that you want to assign to the Greeting Table for the morning If the number of the CCR Tree is one digit you enter the number and press OK If the number of the CCR Tree is two digits enter the tree number You do not have press OK NN40090 500 Chapter 6 Working w
138. h the Service Modes feature you can program the telephone system to forward all incoming calls to CallPilot during specific time periods such as lunch time or non business hours CallPilot answers with the Auto Attendant Transfer Callback Calls through the Auto Attendant that transfer to an extension without CFNA are routed by Transfer Callback to CallPilot after the designated number of rings The CFNA Transfer Callback feature is programmed so that the fewest rings take precedence CallPilot Telephone Administration Guide 200 Chapter 11 CallPilot configuration tips NN40090 500 201 Chapter 12 Default configuration values The following tables list CallPilot default configuration values Value or range Default System Administrator password Special Mailbox types General Delivery Mailbox System Administrator Mailbox Automated Attendant Extension Number Minimum message length CO Line Greeting assignment Line number Greeting Table Greeting Table number Number of rings Greeting used Morning Afternoon Evening Language four to eight digits in length Two digit to Seven digit 10 1000000 12 1000002 any valid CallPilot Extension Number 500 3000 milliseconds 1 500 up to 268 for BCM50 1 99 0 12 1 250 1 250 1 250 1 250 0000 four zeros Three digit 10 12 none 3000 msec BCM none RWoOND HO Primary For BCM
139. he Message Waiting Notification property is the same for all mailboxes e the Outdial route is the same for all mailboxes e the Park and Page defaults are page type none zone 1 retries 1 retry interval 15 e the Display in Directory property is the same for all mailboxes The mailboxes created are uninitialized and ready for initialization by mailbox owners A mailbox is not created if e a mailbox with the same number already exists e the extension is used by another mailbox e the extension is a CallPilot voice port e there is not set connected to the extension e the DN of the phone you are using to set up the mailbox is in the selected range To add multiple mailboxes 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide ross b Enter the user password and press OK QUIT RETRY 0E CallPilot Telephone Administration Guide 46 Chapter 3 Working with mailboxes Admin 2 Press 6 6 Wize bat pie This option does not appear as a display button option Create mboxes 3 This display appears briefly From exti 4 Enter the extension number to start creating mailboxes from RETRY QUIT To exti 5 Enter the extension number to stop creating mailboxes at RETRY QUIT NOTE
140. he phone number or the leading digits of a phone number up to 13 digits and press OK Each phone number assigned to the CLID Routing Table must be unique NN40090 500 Chapter 4 Setting up the Auto Attendant 99 Destination TABLE EXT OTH Call id table ADD CHHG QUIT 5 Choose a destination To route the phone number to a Greeting Table e Press TABLE e Enter a Greeting Table number from 1 to 4 e Press OK To route the phone number to an extension e Press EXT e Enter the extension number e Press OK To route the phone number to a mailbox e Press OTHER e Press MBOK e Enter the mailbox number e Press OK To route the phone number to a CCR Tree e Press OTHE e Press CCR e Enter the CCR Tree number from 1 to 8 e Press OF e Enter the path number in the CCR tree e Press OK 6 Repeat steps 3 through 5 for each phone number you want to route 7 Press to end the session CallPilot Telephone Administration Guide 100 Chapter 4 Setting up the Auto Attendant To change or delete a phone number in the CLID Routing Table Log QUIT RETR ok Admin MBO AA OTHR Call id table ADD CHHG QUIT Pri RETR OK maratt CHHG HEST OTHR maratt DEL FH QUIT 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For informatio
141. he same as the Primary Language Attendant sign ON OFF A task performed by a company Receptionist or designated Operator that indicates to CallPilot when an Operator is available to answer calls Auto Attendant The CallPilot answering service that answers incoming calls with a Company Greeting plays a menu of options to a caller and performs call routing functions in response to a caller s selections Auto Attendant Time of Day Blocking Callers can search the Company Directory for a name or enter an extension number to direct their calls The call rings at the appropriate telephone You can send calls to the appropriate mailbox instead depending on time of day If you use Time of Day Blocking when a caller dials an extension or name the call goes to the corresponding mailbox If no initialized mailbox exists for the extension the caller hears The person you have called is not available followed by the CCR menu voice prompt If a fax machine calls the Automated Attendant or CCR tree at a time of day when you have enabled Time of Day Blocking the call is transferred to the fax extension Blind Call An incoming call where the caller transfers directly to the extension requested CallPilot Telephone Administration Guide 206 Glossary Broadcast Message A message that can be sent by the System Administrator This type of message plays in all initialized Subscriber Mailboxes Business Status A setting that overri
142. here you can damage the equipment A Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work l f improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system NN40090 500 Chapter 1 Getting started 17 Warning Alerts you to ground yourself with an antistatic grounding ey strap before performing the maintenance procedure i Warning Alerts you to remove the BCM main unit and expansion unit a power cords from the ac outlet before performing any maintenance procedure These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters PLAY Displaybutton option Available on two line display shown in the bottom line of a two telephones Press thebutton button directly below line display telephone the option on the display to proceed Dialpad buttonsDialpad buttons ButtonsButtons you press on th
143. iber mailbox for each person in your organization who needs to receive messages The default password for a newly created subscriber mailbox is 0000 A Subscriber mailbox must be initialized by the mailbox owner before it can receive voice messages Until a mailbox is initialized it cannot receive voice messages it does not appear in the Company Directory and any calls that are directed to it are rerouted to the General Delivery Mailbox NN40090 500 Chapter 2 CallPilot mailboxes 25 Guest mailboxes Create Guest mailboxes for people who do not have an operating extension but require a mailbox A Guest mailbox must be initialized by the mailbox owner before it can receive messages When you create Guest mailboxes assign mailbox numbers that begin with the same digit This identifies the mailbox type Create Guest mailbox numbers that begin with a digit that is different than the Subscriber mailbox numbers For example if Subscriber mailbox numbers start with two Guest mailboxes can start with the number four When to use Guest mailboxes Guest mailboxes can provide a temporary employee with CallPilot services give clients access to internal messaging and call routing and let customers leave telephone orders You can use Guest mailboxes to e take personal catalog shopping orders e list classes or seminars and let callers register by telephone e give frequent customers access to CallPilot services Using a Guest mailbox fo
144. ified is removed from any numbers entered by the subscriber if it is not needed to make the call This simplifies the creation of the Dialing Translation Table For North America set the long distance access code to 1 The default for this parameter is none The field for this parameter is a maximum of 1 digit Area code If the phone number entered appears to be missing an area code an area code is prefixed to the number The area code is considered missing if the number has fewer than 10 digits The default for this parameter is none The field for this parameter is a maximum of 6 digits If this parameter is set to none no area code is prefixed to the telephone number Access code In North America the access code is usually 9 This number is prefixed to all numbers after Translation to access the local telephone network If your system is attached directly to CO lines set the Access Code to none The default for this parameter is none The field for this parameter is a maximum of 2 digits Reply translation If set to N no the caller must manually trim the Caller ID message information for the number to be dialed on the local network If the reply translation is set to Y yes then the Reply feature uses the Dialing Translation Table to dial the call The default for this parameter is N To make it easier for subscribers set the Reply Translation to Y if a Dialing Translation Table is created If a Dialing Translation Table is not
145. ime out of up to two minutes This feature is independent of the Business Communications Manager system time out Hold You cannot put a session on hold If the hold button is pressed during a CallPilot programming session CallPilot disconnects except if Automatic Hold is used to transfer a caller to a mailbox or an extension CallPilot ignores Held Line Reminder tones Intercom Numbers Inside callers can access CallPilot by pressing an intercom button and entering the extension Access to the CallPilot feature codes and Message for you indication requires an intercom button on the set An intercom button is required to notify an extension of an incoming transfer CallPilot Telephone Administration Guide 198 Chapter 11 CallPilot configuration tips Language choice The CallPilot language capability is independent of the telephone system s language selection for a set CallPilot language availability is determined by the Class of Service assigned to a mailbox Note The CallPilot language option is enabled after a subscriber starts a session Lines If a line programmed to be answered by the Auto Attendant appears on a set it rings when CallPilot transfers the call If a line programmed to be answered by the Auto Attendant does not appear on a set a call is transferred to an intercom line appearing on the intercom button Message Send Reply Waiting Any message notification left by an internal caller can be r
146. ing length 28 mailbox message time 28 message length 28 message retention period 28 networking 28 number of attempts 28 Off premise Message Notification 28 Outbound Transfer 28 password attempts 28 password expiry 28 CallPilot Telephone Administration Guide 214 Index prompt language 28 retry intervals 28 summary 29 Target Attendant 28 User Interface 28 viewing or editing 55 Company Directory recording name in 35 troubleshooting 183 Contact Center 15 copyright 2 Custom Call Routing CCR 13 137 CCR Tree overview 103 changing CCR 129 deleting a Tree 141 Destination type 105 135 disabling 129 erasing a Path 141 level 88 102 Mailbox node 105 115 133 menu 88 102 one button access CCR Tree 126 overview 101 Path 88 102 105 testing CCR Tree 126 D Default extension Operator DN 156 Default password 35 Delayed Ring Transfer DRT CallPilot Feature Compatibility 197 Deleting a Group List 66 Desktop Messaging 15 Destination type 97 assigning 97 changing 135 Custom Call Routing CCR 105 Dialing Translation access code 173 area code 173 example table 172 173 long distance access code 173 Network Access 173 parameters 173 reply translation 173 setting 174 Dialing Translation Table example 172 173 reviewing entries 177 Disabling CCR Tree 129 Disconnect Supervision CallPilot Feature Compatibility 197 Display log prompt 182 two line 17 Display telephone entering characters 1
147. ions To place an order press i To add your name to our mailing list press 2 To speak with a Customer Service Representative press 3 To speak with the receptionist press 0 NN40090 500 Chapter 5 Custom Call Routing 105 Mailbox nodes You can create Mailbox nodes to give callers a mailbox where they can leave a message For example You have reached the Ideal Office Machines Order Desk mailbox After the tone leave your name address telephone number and the number of the item you want to order Thank you Transfer nodes You can create Transfer nodes to transfer callers to an extension or an external number Destination types The destination is where callers go after they listen to an Information Message or leave a message in a mailbox Each Information Message and Mailbox node must have a destination e Previous returns the caller to the previous menu e Home returns the caller to the Home node e Disconnect disconnects the caller You can assign destinations only to Information and Mailbox nodes To see an example of how to use destinations in a CCR Tree see An example of a CCR Tree on page 106 Paths A Path can be a series of menus Information Messages Mailboxes or Transfers A Path number is the digit that callers press to go to the next level in a CCR Tree For an example of how to use Paths to route callers through a CCR Tree see An example of a CCR Tree on page 106
148. ith CCR Trees 125 Tree enabled 9 This display appears briefly Morn CCR bree x 10 Press HEXT if you want to assign afternoon evening and CHNG BEAT non business CCR Trees to the Greeting Table or press lt to end the session CallPilot Telephone Administration Guide 126 Chapter 6 Working with CCR Trees Testing a CCR Tree After you a build a CCR Tree and assign it to a Greeting Table test the CCR Tree To test the CCR Tree call the company number and test each node Check that e the Home node routes the call as designated e each transfer routes the caller to the intended destination e each prompt has correct information e messages are courteous and easy to understand One button access to CCR trees After you create a CCR Tree you can program one button access to any of its nodes To do this you create a feature code for the tree node you wish to access at the push of a button If you need to access several nodes at the push of a button you must create a range of feature codes and assign each feature code to the different CCR Tree Nodes Only nodes one to eight within trees one to seven can be accessed with this feature 1 Set the feature code range and assign the number of feature codes to the different CCR trees a Using a telset access F983 Refer to To set the feature code range and numbers on page 127 or b In CallPilot Manager access the Auto Attendant properties page For
149. ivery Mailbox The General Delivery Mailbox is your company mailbox It is created automatically when the system is initialized for the first time The General Delivery Mailbox stores messages from callers when the Operator is not available from callers who use a rotary dial telephone and when a mailbox is full or a subscriber has not initialized their mailbox Usually the receptionist or designated Operator checks for messages in the General Delivery Mailbox Warning Change the General Delivery Mailbox password as soon as possible to A minimize the risk of unauthorized activity Default General Delivery Mailbox number and password combinations For a mailbox the default System and the default number length Administrator System Administrator so the combined mailbox number of Mailbox number is Mailbox password is and password is 10 100000 100 1000000 1000 10000000 10000 100000000 100000 1000000000 1000000 10000000000 The default Class of Service for the General Delivery Mailbox is 1 You can change the Class of Service at any time For information on changing the Class of Service see Changing a mailbox on page 49 The General Delivery Mailbox can receive messages before it is initialized but you must initialize it before you can retrieve messages from it For information about initializing mailboxes see Initializing a mailbox on page 35 Subscriber mailboxes Create a Subscr
150. llPilot CP NN40090 500 Chapter 2 CallPilot mailboxes 29 Class of Service values Class of Service 1 2 3 4 5 6 8 Prompt language P A P A P A Mailbox message time in minutes 15 15 15 15 5 5 20 20 Message length in minutes 3 3 7 7 3 3 2 2 Message retention period in days 30 30 0 0 7 7 15 15 Greeting length in minutes 1 1 1 1 1 1 10 10 Off premise Message Notification Y Y Y Y N N Y Y Retry intervals in minutes 5 5 10 10 15 15 30 30 Number of attempts 3 3 5 7 7 Outbound Transfer Y Y Y Y N N Y Y Incorrect pswd attempts 9 9 6 6 Password expiry in days 90 90 90 90 60 60 30 30 Networking Y Y Y Y N N Y Y Target Attendant Y Y Y Y N N Y Y Record A Call N N N N N N N N Mailbox UI The interface selected from the Installation Wizard as the primary interface Class of Service 9 10 11 12 13 14 15 16 Prompt language P A P A P A P A Mailbox message time in minutes 10 10 30 30 120 120 120 120 Message length in minutes 3 3 7 7 10 10 2 2 Message retention period in days 365 365 60 60 90 90 45 45 Greeting length in minutes 1 1 2 2 Off premise Message Notification Y Y N N Y Y Y Y Retry intervals in minutes 5 5 10 10 15 15 30 30 Number of attempts 3 3 5 5 Outbound Transfer Y Y N N Y Y Y Y Incorrect pswd attempts 9 9 9 9 Password expiry in days 90 90 90 90 60 60 30 30 Networking Y Y N N Y Y Y Y
151. lot configuration tips Greeting Table 1 for On Your Toes Greeting 1 Good morning You have reached On Your Toes Dance Studio The studio is closed at this time Stay on the line to leave a message The CallPilot voice prompts play after the greeting You can make Company Greetings up to five minutes long Greeting 2 Good afternoon You have reached On Your Toes Dance Studio Greeting 3 Good evening You have reached On Your Toes Dance Studio Greeting 4 You have reached On Your Toes Dance Studio The studio is closed at this time Stay on the line to leave a message CallPilot uses Greeting Table 1 to answer calls after four rings Depending on the time of day different recorded greetings play for Morning Afternoon and Evening When the Business Status is No the Non business Hours Greeting plays Note Lines must be assigned to a Greeting Table before the Greeting Table greetings are used The Costume Room The Costume Room has one telephone with a CallPilot mailbox Calls are directed to the Costume Room Attendant by the receptionist or the Auto Attendant When the Attendant is not available the caller is forwarded to the Costume Room mailbox The mailbox primary message says You have reached the Costume Room No one is available to take your call Please leave your name and number and a brief message after the tone and we will return your call as soon as possible
152. lot retries every five seconds until the paging facility is not busy or the park timeout expires or the caller disconnects whichever occurs first If the call is still unanswered CallPilot unparks the call plays the The person you have called is not available prompt and the call returns to the CCR Tree The people who are paged hear the paging prompt and the park string for example Electronics please pick up 101 The park string is played in the standard voice prompts or customized digits if you have recorded them See the CallPilot Manager Set Up and Operation Guide for how to record customized digits Unanswered parked calls wait for the retry interval as defined in the park and page node s properties and then the page is retried CallPilot does not retry the page after the park timeout is reached Note If you configure a CCR Tree with a Park and Page node with the Transfer gt Before Page feature and then program a telephone with Call Forward No Answer CFNA you must ensure the number of rings for CFNA is less than the number of rings for Transfer Callback CFNA takes precedence over Transfer Callback if it has a lower number of rings If you set CFNA with fewer rings that Transfer Callback the call goes to voice mail instead of to the Page If you set CFNA with more rings than Transfer Callback the call goes to page when the Transfer Callback time is reached Nortel suggests if you use a telephone for Transfer
153. mmunications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press MBO Press ABD Enter the Fax Overflow mailbox number Press HEXT until you see the display in step 6 Press OK Enter the Fax Overflow mailbox extension number Enter the Fax Overflow mailbox name and press OK The name can be a maximum of 16 characters For information on entering names using the telephone dialpad see Using the dialpad on page 18 Press CHHG Enter the number of retries and press OK The default is 99 and the range is 1 99 Press HEST Press CHHG Enter the retry interval time and press OE The default interval is one minute This is a two digit value The range is 1 60 minutes NN40090 500 Chapter 3 Working with mailboxes 69 Interwal ix CHHG OF 14 Press OK Repeat these steps for each Fax Overflow mailbox you want to add to your system 15 Press to end the session Changing Fax Overflow mailbox parameters You can change any parameter assigned to the Fax Overflow mailbox except for the mailbox number If you want to change a mailbox number you must first delete the mailbox and then add the new Fax Overflow mailbox Log QUIT RETRY ok CallPilot
154. more information see the CallPilot Manager Set Up and Operation Guide Build your CCR tree Program memory buttons on telephone set using F 3 to correspond with the feature codes assigned in the Auto Attendant properties page Refer to the CallPilot Reference Guide to program memory buttons for feature codes The three digits include the feature digit the tree number and node within the tree The feature codes must not be the same as any other application They must correspond to F9xy where e x represents the tree number e x must be to to 7 inclusive and is not 0 8 or 9 e y represents the node number e y is between land 8 inclusive The range of feature codes are 911 to 918 921 to 928 931 to 938 941 to 948 951 to 958 961 to 968 and 971 to 978 For example e F941 sporting goods e F942 meat department NN40090 500 Chapter 6 Working with CCR Trees 127 e F943 customer service When F9xy is used Auto Attendant 1 transfers the call at the user s set to the voice mail DN and immediately answers the call at that DN 2 places the caller at node y in tree x as if the user had pressed digit x at the Home menu node For example if the node is a Park and Page node then the park and page is performed A call comes into Customer Service and the caller wants to talk to someone in Sporting Goods The Customer Service representative presses the preprogrammed button on the phone F941 The system parks the call and
155. n mailboxes or perform configuration tasks Path A Path is the course an incoming call takes to or through one or more menus on a CCR Tree to reach a desired destination Path number A number assigned to a Path on each CCR Tree The number represents the sequence of digits that callers enter to route themselves along the Path Primary Greeting The main greeting played in a Personal Mailbox to callers who want to leave a message Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the CallPilot default setting 0000 Resetting CallPilot Returning CallPilot to its original default settings Special Mailboxes The two mailboxes used by the System Administrator and designated Operator The two Special Mailboxes are System Administrator and General Delivery Sub menu A sub menu is any menu presented to the caller after the Home Menu Sub menus can lead to other sub menus A total of nine sub menus can be added to a CCR Tree Subscriber A subscriber is a mailbox owner Subscriber mailboxes include Subscriber and Guest mailboxes Subscriber mailboxes e are assigned to subscriber by the System Administrator e include both Subscriber and Guest Mailboxes NN40090 500 Glossary 211 e are maintained by the mailbox owner e can be listed in the Company Directory under the subscriber s name e are protected by a password that can be changed by the subscriber or reset t
156. n about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Enter Press CHHG Enter the phone number you want to change or delete and press OK Press CHHG and follow the display prompts to change the phone number Each phone number assigned to the CLID Routing Table must be unique or press MEAT to view the next phone number in the table or press OTHR to delete a phone number and go to step 6 6 Press DEL to delete the phone number from the table 7 Press 48 to end the session NN40090 500 101 Chapter 5 Custom Call Routing About Custom Call Routing With Custom Call Routing CCR you can replace Automated Attendant menus with a CCR Tree that offers callers additional choices Callers who reach a CCR Tree hear the CCR Home node immediately after the Company Greeting CCR Trees contain paths that callers navigate using their telephone dialpad By selecting an option from the prompts callers can e hear an Information Message e leave a message in a mailbox e transfer to an extension or an external number e go to a sub menu e have their call parked and a page generated Custom Call Routing overview Incoming call Receptionist Automated Attendant answers answers Company Greeting plays Custom Call Routing Automated Attendant menu options play Home node options play CallPilot Telephone Admi
157. n add more CallPilot mailboxes or options to your system Contact your vendor if you want to trial or purchase a keycode If you use a Business Communications Manager system you enable a keycode through Element Manager or a telset Refer to the Business Communications Manager Keycode Installation Guide for more information NN40090 500 Chapter 8 CallPilot operations 169 External Mailbox Initialization External mailbox initialization is not enabled by default This is a security feature that makes it more difficult to tamper with or gain access to the mailboxes fraudulently When external mailbox initialization is disabled mailboxes can be initialized only from an internal telephone Subscribers who try to access an uninitialized mailbox from an external number are denied access After the subscriber initializes their mailbox from an internal telephone they can access their mailbox from any tone dial telephone To enable or disable External Mailbox Initialization 1 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press OK ggg For information about creating a user with voice mail QUIT RETRY DE administration rights see the BCM Administration Guide b Enter the user password and press OK Admin 2 Press 7 7 res RA OTHE This option does not appear as a display button option External initiH 3 Press CHNG
158. n messages NN40090 500 149 Chapter 8 CallPilot operations You must reset the CallPilot system if you e change the type of phone system you use e change the extension number length About resetting CallPilot Warning A Resetting CallPilot erases all Company Greetings Greeting Tables and mailbox information including mailbox messages After you reset CallPilot you must immediately initialize CallPilot To reset CallPilot 1 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Log QUIT RETRY Ok administration rights see the BCM Administration Guide b Enter the user password and press QE If you reset CallPilot before you do the initial setup enter the default password 0000 Pswd RETRY Ok Admin 2 Press f1 J MBO AA OTHF This option does not appear as a display button option Psu 3 Enter 7 8 4 6 7 6 2 JG Reinstall RETRY Of and press OE To keep your system secure keep this password secret Reset database 4 Press YES YES HO Resetting 5 As CallPilot resets the display shows Resetting CallPilot Telephone Administration Guide 150 Chapter 8 CallPilot operations 6 After the system reboots the display shows the time and date The CallPilot system t
159. ncluded in the directory Callers can use the Company Directory to search for mailboxes by a recorded or a text name The Company Directory is enabled by default You can set whether callers can search the Company Directory by first name last name or first and last names For example if a caller enters James the names Jesse James and James Bond appear if the Company Directory option specifies both first and last names If you disable the Company Directory e the DIF button option does not appear on two line display telephones when a subscriber sends a message from their mailbox or uses the Leave Message feature C _ QJ 8 J 0 e the prompt Press to use the Directory does not play e to callers who use the Automated Attendant e to subscribers who send a message from their mailbox or use the Leave Message feature J elo To enable or disable the Company Directory 1 Ifyou use a Business Communications Manager system a Press e JEJ 8 8 Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Log a x woe i QUIT RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press OK Admin 2 Press 4 MBO AA OTHF This option does not appear as a display button option Woice Mail 3 Press HEXT CHHG HEST Dir avail 4 Press HEXT to choose a search mode CHHG HET or
160. nformation mailbox messages Your business or departments within your business can use Information mailboxes to provide callers with messages and announcements You or another person responsible for the Information mailbox can record and update the Information mailbox message You can use Information mailbox messages to e announce sales e provide product lists e announce special events Make it easy for callers to access Information mailbox messages by mentioning the Information mailbox in the Automated Attendant or by asking the operator to route enquiries to the Information mailbox Callers cannot leave messages in an Information mailbox Callers automatically disconnect after they listen to an Information mailbox message About recording an Information mailbox message Before you record an Information mailbox message you must determine what the message includes As you prepare the message 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 message down and practice reading it aloud When you are confident the message includes everything you want it to record the message If you use a
161. ng a Tans er NOTE enaren ana 137 To chango a Park and Paga MONO naninersiiii isdvevn nd sasetvenasaaagen beanies 139 Tee S P a o aaa 141 Broadcast and Information messages 0 000s eee e eee 143 To record and send a Broadcast message Norstar Voice Mail eseese 144 To record and send a Broadcast message CallPilot c ccceeceeceeeeeeeeeeeeeeeeeeeeees 144 Re record an Information mailbox Message ssiisisosevcsssasodcesnsiessriunsisdestians sasstiaae a 147 CallPil t Gperations 26sisciscssisoisesneciscccsevseeaisetacss 149 Torst Cal OE ieseni dace tated ee aiaiai 149 TIGA Ze GAPO eina Ei 152 To reset the BCM System Administrator DPaSSWOM ccceeeeeeeceeteteeeeeeeeeetaeeeteneees 153 To Set Ties Operator Slain a A 154 Te change the Operator password iacccicacceddssccanbiaccepestiadagencmsasedsnns bbarddorabeasadsecmubiatcennee 155 To change the Operator default extension cccceeeeeeeceeeeeeeeaeeeeeeeeeeeaeeseeaeeeeeaaeeees 156 To set the Busness LAWS aoirean aa RE T REAA 157 TOs Ot Pre ret LING S sseuictin sss iaeetenalemeeredas Genie Gena enemas 157 To change the Automated Attendant Status 0 cccceeeesscceeeeeeeceeeeeeeeeaaeeeeeeeeaeeeeenees 159 To change the language availability and the Primary and Alternate Languages 161 Te change the Group List leading digit ccicecseisceaacearssctateaaecesadadeea ta neidaccteasendescremaaiceiees 162 he enablo or Gisele vole WIG as is osesean assess n 163 T
162. ng with CCR Trees 113 Adding an Information node An Information node is an Information mailbox that you add to a CCR Tree You can use an Information mailbox to give callers information such as specials company events business hours or price lists You can add an Information node to a CCR Tree at any time To add an Information node Log QUIT RETRY Ok Admin MBO AA OTHR Admin GLIST CCR CCR Admin AGM IH CCR tree RETR Tree x CHHG QUIT Paths RETRY EHD OF MEHO IMFO OTHR Primary message FEC Rec Pri message RETR PLAY Ok Accert message RETRY PLAY OF 1 10 11 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press OTHE Press CCR Press ABMIH Enter the number of the CCR Tree you want to add an Information node to and press OK Press CHHG Enter the Path number and press OE For example to create an Information node on the second level of a CCR Tree enter The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Information node Press IMFO Pick up the handset and p
163. ngest CLID entry that matches the calling number For example Destination number Table entry Incoming call example 1 313 Incoming number 3148888 is compared to all of the table entries and does not match any destination 2 416598 Incoming number 4165981111 matches destination 2 3 416 Incoming number 4169998888 matches destination 3 4 5198853895 Incoming number 5198853895 matches destination 4 5 519 Incoming number 5198853896 matches destination 5 For the CLID Routing Table to work your company must e subscribe to CLID services from your local telephone company e have the appropriate hardware for your systems a CI Trunk cartridge for example To set up a CLID Routing Table you e enter a phone number e assign a destination A destination can be a Greeting Table mailbox extension CCR Tree or a node on a Tree CallPilot Telephone Administration Guide 98 Chapter 4 Setting up the Auto Attendant To route a phone number Log QUIT RETR DE Admin MBO AA OTHR Call id table ADD CHHG QUIT Pri RETRY ok 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Enter Press ABD Enter t
164. ngineering ssssesssssssrssrirssrrresrrsssersrrensrressres 194 The Customer Service and Sales departMent ccccceeceeeeeeeeeeeeeeeeeeaeeeeeeeeeeaaeeees 194 The managers rss na SEEE Aaa e 194 NN40090 500 Task List 5 BOI ite REE NIN santana imide ein 195 Default configuration values 000 eee 201 CallPilot Telephone Administration Guide 6 Task List NN40090 500 Contents Chapter 1 Getting SIAME 6 ice ester iuwes ies inienens estas esas eeeasews 13 ADPU GS J ekte yeh ag hdd Ress eh s PARAS RoE PARR She weno eRe 13 APO ECF aeinn SAE Er SER Aeh DE EEAO eee TARER ESEA 13 CAalPHOl OGNONS csicsrarsdrersnratadedanr en ea Aaaa 14 na E PIE i in a E ed annie Bd Aes ao Ota a N amp 15 ES eee eee ee ee ee ee ee ee ee ee ee re er ee ere T 15 Ot ae ee ee ee ce ee ee re Serre eee Se re ere ee ey ee 15 Symbols and text conventions cu hie saaana nea 16 Using CallPilot with a two line display telephone 2 0000005 17 About Nortel Business Series Terminal telephone buttons 18 USS Wiebe scccathaxetaaeutewerd 2eguh seed deans RE 18 Related Publications 2cc cdec utes eee edew paeeewedeewe deen ede wee ws 19 Chapter 2 CalliPil ot MallbOxGS lt cic ccasecaccaisetaeciscesdeseeesasenacnns 23 About installing MAIDOXES sock ee ewes Seas dee eee de ei ewoieewe Seed 23 System Administrator MailhoX s crosses eek dee ee ae ead Eee weber eekeas 23 General Delivery M
165. nistration Guide 102 Chapter 5 Custom Call Routing To build a CCR Tree you start by creating the options presented in the Home node You can include up to eight options in the Home node You record a prompt that informs callers of the Home node options After you build a CCR Tree you must assign it to a Greeting Table You can build up to 99 CCR trees with a Business Communications Manager system NN40090 500 Chapter 5 Custom Call Routing 103 Planning and designing a CCR Tree To plan and design a CCR Tree you e determine the frequently called departments and extensions that you can include in a CCR Tree e make a list of the goods and services you want to mention in Information messages e create the mailboxes you want to add to a CCR Tree in which callers leave messages e determine destination types e configure park prefixes and page zones if you want to use Park and Page e record the prompts and messages By default a caller can press 9 to hear prompts in an alternate language or 0 to reach an operator Tell callers about these options as part of the Home node prompt Components of a CCR Tree The Home node After the Company Greeting a caller hears the Home node The Home node is the top of the CCR Tree When a caller selects an option from the Home node they can access a sub menu leave a message transfer to an extension or an external number or play an Information Message A Home node can offer up t
166. no answer the caller cannot use the Camp On Feature Ask the caller to wait a few moments and try the CallPilot extension again NN40090 500 Chapter 11 CallPilot configuration tips 197 Delayed Ring Transfer DRT To use CallPilot as a secondary line answering position set DRT 1 Assign the CallPilot extension as the prime extension for the specified lines that are to be DRT to CallPilot Set DRT to Yes Set DRT Delay from one to ten rings Assign a Greeting Table to each line that is to be DRT to CallPilot a Ff O N Set the CallPilot Answer option to No for the lines that are DRT to CallPilot Note If DRT is used for CallPilot Answering and telephones with a ringing line appearance forward to CallPilot a caller immediately transfers to the mailbox of the CFAC set Disconnect Supervision With Line Disconnect Supervision if a caller hangs up after reaching the Auto Attendant CallPilot immediately breaks the connection Disconnect Supervision results in fewer blank messages in the General Delivery Mailbox and prevents CallPilot ports from being occupied You must use Disconnect Supervision if you use Outbound Transfers Do Not Disturb DND Stops all tones and ringing to a set When a call transfers to a set with DND activated the call appears as a flashing indicator on an available line The Auto Attendant transfers the caller to the mailbox associated with the telephone Feature timeout CallPilot has a t
167. o 0000 by the System Administrator if the password is forgotten System Administrator The person responsible for configuring updating and maintaining the CallPilot system System Administrator Mailbox One of the two Special Mailboxes Used by the System Administrator for sending Broadcast Messages This is the System Administrator s Personal Mailbox Target Attendant The Target Attendant is assigned to answer a telephone when a caller opens a mailbox to leave a message and presses 0 to reach the Operator Time of Day Blocking See Auto Attendant Time of Day Blocking on page 205 Tone dial telephone A push button telephone that emits DTMF tones Transfer node On a CCR Tree a Transfer node provides a caller with access to an extension or an external number A Transfer node is assigned a one digit number that appears in a menu When this number is pressed the caller automatically transfers an extension or external number Voice prompts The prerecorded voice instructions that are played to callers when they access CallPilot features and options Voice prompts guide a caller along the call Path of a CCR Tree CallPilot Telephone Administration Guide 212 Glossary NN40090 500 213 Index A Afternoon Greeting 85 Alternate extensions 31 Alternate Language 82 83 Analog Station Module 196 Analog Terminal Adapter 196 ATA 2 and ASM CallPilot Feature Compatibility 196 Autodial CallPilot
168. o callers Set the Operator status to No when your receptionist or designated operator goes for a break lunch or leaves in the afternoon When the Operator Status is set to No a caller who requests an Operator is informed the Operator is not available and is transferred to the Automated Attendant to dial another extension or leave a message To set the Operator status 1 Press JQ 8 Pswd 2 Enter the default operator password 6 J 7 6 7 2 6 6 7 RETRY Ok Operator and press OK To change the Operator password see Changing the Operator password on page 155 Atdt avail 4 3 Press EHHG to select Y or N CHHG HEST 4 Press to end the session NN40090 500 Chapter 8 CallPilot operations 155 Changing the Operator password You can change the Operator password at any time It must be between four and eight digits and cannot begin with a zero To change the Operator password Pew RETR OK Choose OFeration OPER MODE Atdt avail H CHHG HET Pew RETR OK Atdt avail H CHHG HET 1 Press Le JQ 8 2 Enter the Operator password or the default Operator password 6 7 8 7 8 6 7 Operator and press Ok If you are using a Business Communications Manager system press OPER Press 7 Enter a new Operator password between 4 and 8 digits and press QE Press 4 to end the session Res
169. o eight options By default 0 is reserved for reaching the Operator and 9 offers the menu in the alternate language A menu is a prompt that you record that presents a caller with a list of up to eight options The Home node is on Level 0 As sub menus are added to one another the caller progresses through the levels of the CCR Tree You can create up to 11 levels from 0 to 10 An example of a Home node Company Greeting This is Ideal Office Machines Our business hours are from 9 00 a m to 5 00 p m Monday to Friday Home node To place an order press 1 To add your name to our mailing list press 2 To reach our Sales Department press B To speak with our Support Office press 4 To speak with our receptionist press 0 The call is forwarded to the destination the caller chooses For an example of Paths through a CCR Tree see An example of a CCR Tree on page 106 CallPilot Telephone Administration Guide 104 Chapter 5 Custom Call Routing Information Messages An Information Message is a message you record to tell callers about information about goods or services available from your company You can tell callers about information such as sales specials company events business hours price lists and shipping times For example We re pleased to announce the arrival of the new FaxEasy line of fax machines FaxEasy is easy to operate and produces top quality fax images at an affordable pric
170. o enable or disable the Company Directory ccecccceeeeeeeeeeeeeeeaeeeeeneeeseaeeeeeneees 164 To designate the number of channels for Outdialing cescceeeeeeeeeeeeeeeeesneeeeeeeees 165 To enable or disable the General Delivery MailbOX cccceeeeeeeeeeeeeeeeeeeeeteeeeeeeees 166 To enable or disable External Mailbox Initialization ccc eeceeeeeeeecneeeeeeenaeeeeeees 169 Dialing Translation osc escck ncteerccnees cbeds Cenebsaeeeresawese 171 To Set the Dialing Translation properties coi sscciscccdsccanseeiucadanscesicasnartussnataccsicddaansebeiuanes 174 Te build a Dialing Translation TADIG serrant 176 To review Dialing Translation Table entries ssissersesrransrssnennananneenninnnnneeninnnnnnnnnniannnn 177 To change an entry in the Dialing Translation Table ssssseessseeessrrrssesrrresrsnnsseeenns 178 To delete an entry in the Dialing Translation Table esssseessseesssrnssseernresrsnnssseennnes 179 Troubleshooting CallPilot 02 00 eee eee eee eee 181 CallPilot configuration tips 00 cece eee eee eee eee 189 Ori Your Toes Dance SEWING sssrini snaar a cases tieienmreisvemasterianreateauds 191 The central roception S arisini a aa a 191 Greeting Table 1 for On Your TOES acs dedi ieee eiai oiia 192 TRUE NNT KOO niana oada aa naaa ASEE 192 ERPS Stone ENgiheeniNg ereiaro EnA EEE 193 The central receptionist sss Seas ects ok Saath n iaaa 193 Greeting Table 1 for Bridge Stone E
171. open your mailbox 2 Check the display to see which interface you use Anew A saved ae f 2 PLAY REC ADMIH This is the Norstar Voice Mail interface Ho messages This is the CallPilot interface COMP MBOX Ex i 3 Press to end the session NN40090 500 37 Chapter 3 Working with mailboxes Adding a Subscriber mailbox Assign all Subscriber mailboxes mailbox numbers that begin with the same digit This helps you to identify the mailbox type If the system times out before you enter all the values for a mailbox use the procedures in Changing a mailbox on page 49 to finish setting up the mailbox CallPilot Telephone Administration Guide 38 Chapter 3 Working with mailboxes To add a Subscriber mailbox Log QUIT RETR OK Admin MEO AA OTHR Mailbox Admin ADD DEL CHHG Mose RETR QUIT Tyre subscriber HET OK Ext RETR OK Service class RETR OK Harme RETR BESP OK Directors VES HO Med waiting Y VES HO Qutdial sone CHHG HET 1 10 11 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OF For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press MBOX Press ABD Enter
172. ot Telephone Administration Guide 190 Chapter 11 CallPilot configuration tips Using Call Forward All Calls CFAC and Call Forward No Answer CFNA If a subscriber does not want to take any calls for a period of time they can forward their telephone to their mailbox using CFAC When forwarded all calls to the mailbox owner s extension transfer to their mailbox To call forward to a mailbox press 2 4 To cancel call forward Press or press CAHCEL or press Call Fwd Note If you use CFAC you cannot have any lines or answer DNs programmed to ring at your set because these calls will go to your mailbox NN40090 500 Chapter 11 CallPilot configuration tips 191 How to set up CallPilot for different businesses There are several ways to set up CallPilot in your company How you set up CallPilot depends on what telephone system and how many CO lines you use Here are examples of CallPilot configurations for a small and a medium company and some useful application tips CallPilot for a small business On Your Toes Dance Studio CallPilot is the Call Forward No Answer CFNA extension for all the telephones in the office This means that any call that is not answered by a mailbox owner transfers to their mailbox Each mailbox owner has buttons programmed on their display telephone for the CallPilot Leave Message feature Ce J R 8 0 and the Open Mailbox feature eJ This gives easy acc
173. ou change the leading digit to 5 the Group List numbers change to 501 to 599 The Group List numbers are always three digits long Note You cannot change the Group List leading digit to a number that conflicts with mailbox numbers For example if your company has mailboxes ranging from 500 to 720 you cannot choose 5 6 or 7 as the Group List leading digit CallPilot Telephone Administration Guide 162 Chapter 8 CallPilot operations To change the Group List leading digit 1 If you use a Business Communications Manager system a Press JBJB Enter the telset User ID that has voice mail administration rights and press OK Loa For information about creating a user with voice mail QUIT RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press OE Admin 2 Press B MEOH HA OTHR This option does not appear as a display button option Bilingual 3 Press HEXT CHHG HEST Prim lang xxx 4 Press HEXT CHHG HEST Sec langi xxx 5 Press HET CHHG HEST Grour lists 6 Press HEST CHHG HEST Leading digiti 9 7 Press CHHG CHHG HEST Leading digit 8 Enter the new leading digit and press OK RETRY OK 9 Press to end the session Voicemail Voicemail is enabled by default You can disable or re enable voice mail at any time When voice mail is enabled callers who reach an extension that is not answered o
174. outing Table Set up a CLID Table to control how calls are routed based on the Caller Identification of callers To use a CLID Table your incoming lines must be equipped with Caller Identification service If an incoming call has a CLID value that matches one of the entries in the CLID Table the call is directed according to the CLID Routing Table rather than the Greeting Table After the call is directed the call disconnects or returns to the routing according to the Auto Attendant status For more information on the Auto Attendant status see Setting the Automated Attendant status on page 159 You can set up the CLID Routing Table to direct frequent callers to a specific extension or mailbox CCR Tree or Greeting Table You can also set up the CLID Routing Table if the user is calling VoIP or PRI trunks The calls can be routed using OLI or ANI if sent This is sent at the same time as the call immediately there is no waiting for additional rings A CLID Routing Table can have a maximum of 100 entries Entries correspond to a unique phone number or a range of numbers For example if you enter 4165960196 the system routes an incoming call from this number to a specific destination However if you make 416 a table entry all incoming calls with this prefix are routed to a specific destination Entries in the CLID Routing Table are sorted in numerical order from the longest number to the shortest An incoming call is routed by the lo
175. ox to a CCR Tree To make a Fax On Demand mailbox accessible from a Custom Call Routing CCR Tree add a Mailbox node to a CCR Tree Assign to the Mailbox node the mailbox number of the Fax On Demand mailbox This mailbox gives callers single digit access to a Fax On Demand mailbox For more information on CCR Trees see the Custom Call Routing on page 101 and Working with CCR Trees on page 107 CallPilot Telephone Administration Guide 80 Chapter 3 Working with mailboxes NN40090 500 81 Chapter 4 Setting up the Auto Attendant About the Auto Attendant The Auto Attendant answers your company s incoming phone lines with a prerecorded greeting selected from the Greeting Table according to the time of day You can record and assign different greetings to the Greeting Table You can specify which greetings play for particular lines For example you can program the system so that callers hear one greeting when they call the sales line and a different greeting when they call the customer support line After the greeting the Auto Attendant Menu offers a range of options that callers can select using the dialpad of their phone If you want to offer a greater range of options and services for incoming calls you can assign a Custom Call Routing CCR menu to play instead of the Auto Attendant Menu See Planning and designing a CCR Tree on page 103 for information on creating a CCR menu Auto Attendant
176. oxes cannot be deleted Ext assigned Appears if you try to assign an extension twice to the same mailbox or if you try to assign an extension to more than one mailbox Extension needed Appears if you have not assigned a an extension or if you have not assigned an extension from a Transfer node Incomplete tree Appears if you try to enable a Tree before all the paths are added or before all the mailboxes used in the Tree are initialized Info mailbox Appears if you try to change an Information Mailbox Intro too short Appears if the introduction to a message being forwarded is less than three Rec too short BECH Seconds long Business Communications Manager has the option of programming the minimum message length The minimum message length may not be 3 seconds CallPilot Telephone Administration Guide 186 Chapter 10 Troubleshooting CallPilot Message Meaning Invalid class Appears if you enter an incorrect Class of Service while you are adding or changing a mailbox Class of Service Invalid ext Appears if you enter an incorrect extension You can check the extension number length or use the Company Directory Invalid glist Appears if you enter an incorrect Group List number when you change or delete a Group List number Invalid greeting Appears if you enter an incorrect Greeting Number Greeting Numbers must be a number from 1 to 250 Invalid kesa Appears i
177. power outage if the system times out while you are working on a CCR Tree or if you exit the system without saving the CCR Tree you are working on the CCR Tree data is saved to Tree 9 Tree 9 is designated as the Workspace for building or changing a Tree The contents of Tree 9 are overwritten when you start to edit another CCR Tree A mailbox is full Mailboxes have a Never Full Mailbox feature which lets callers leave messages in the mailbox even if the mailbox is full Messages are stored but they cannot be accessed until the mailbox owner deletes some of the messages in the mailbox If more message time is required you can change the mailbox Class of Service For more information see Changing a mailbox on page 49 Deleting a mailbox You cannot delete a mailbox that is used in a CCR Tree If you delete a Mailbox node any incoming messages for the Mailbox node are instead sent to the General Delivery Mailbox For more information about the General Delivery Mailbox see General Delivery Mailbox on page 24 CallPilot error messages This table explains CallPilot error messages that appear on your display if you perform an incorrect action Message Meaning Already a member Appears if you try add the same mailbox to a Group List twice You cannot assign a mailbox to the same Group List twice Cannot delete Appears if you try to delete a Special Mailbox The System Administrator and General Delivery Mailb
178. prompt appears after the Auto Log in prompt You choose whether or not to enable the Mailbox Restrictions You can also enable the restrictions in CallPilot Manager NN40090 500 Chapter 2 CallPilot mailboxes 33 If you enable Mailbox Restrictions a subscriber cannot log in to the mailbox externally If the subscriber attempts to log in externally the prompt You are not allowed to use this feature Exiting the system goodbye is played The system disconnects the caller In addition an internal subscriber cannot administer a restricted mailbox If the subscriber presses 8 the prompt You are not allowed to use this feature is played and the subscriber returns to the main menu This is applicable only to subscriber mailboxes Park and Page With Park and Page external callers can press 6 to page a mailbox subscriber while they listen to the subscriber s personal greeting or record a message When the caller presses 6 the system parks the call and pages to paging zone overhead paging system or both and the caller hears One moment please The caller cannot interrupt this prompt by pressing DTMF The page is repeated based on the mailbox configuration until the parked call is picked up or the park timeout occurs at which point the caller is returned to the mailbox and hears the subscriber s personal greeting The call is parked as long as there are not already 25 calls parked If the call cannot be parked the c
179. prompt plays This menu gives callers a list of single digit options After callers listen to the Home Menu they select an option by pressing a number on any tone dial telephone For example To speak to our customer service representative press i To reach our sales department press 2J To reach our shipping and receiving department press B To speak with our receptionist press O The Customer Service and Sales department This department has two receptionists two customer service representatives two sales agents a sales manager and a customer service manager CallPilot is set up to answer all calls Callers can select either customer service or sales from the CCR Home Menu voice prompt Incoming calls for customer service transfer directly to the customer service receptionist Incoming calls for sales transfer directly to the sales receptionist The managers Bridge Stone managers have a personal CO line that appears on their private telephone and their receptionist s telephone The receptionists answer the managers calls and then transfer the calls to the manager s telephone The receptionist s phone is CFNA to CallPilot NN40090 500 Chapter 11 CallPilot configuration tips 195 If a manager is unavailable to take a call the call rings back at the receptionist s set The receptionist handles the call by asking the caller to leave a voice message in the manager s mailbox If the caller wants to leave
180. pt play or you can record your own custom prompt If you choose the standard prompt the following prompt plays after your company greeting If you are calling from a tone dial telephone please press now If you are a pulse dialing caller or if you are calling from a rotary dial phone please hold and you will be transferred Note If you want to use a custom prompt you must record it before you enable Touchtone Gate It is recommended that you use Greeting 1 as the custom Touchtone Gate prompt When Touchtone Gate is enabled Greeting 1 is the default custom prompt For more information on recording Greetings see Recording a Greeting on page 84 When the tone for 1 is received the call goes to the Auto Attendant or CCR Tree If no tone is received the call is sent back to the receptionist or designated Operator specified by the Greeting Table If the attendant is not available the call is directed to the General Delivery Mailbox If the General Delivery Mailbox is not available the call is disconnected The Touchtone Gate voice prompt is not presented to internal callers or callers who use Feature 981 or Feature 986 If you disable Touchtone Gate re record the Company Greeting to include If you are calling from a tone dial telephone please dial the extension number or press for the Company Directory If not please hold and you will be transferred to the operator To set up Touchtone Gate 1 If you use a
181. r if you do not want blocking for the morning hours press HEST Press CHHG or press DAY to change the display to the morning of the next day Enter the Monday Morning start time and press AM or PM This is a four digit field Any single digit hour must be preceded by a Zero Press HEST Press CHHG Enter the Monday Afternoon start time and press AM or PH Press HEST Press CHHG Enter the Monday Evening start time and press AM or PH Press HEAT Press CHHG Enter the Non business start time and press AM or PM CallPilot Telephone Administration Guide 90 Chapter 4 Setting up the Auto Attendant Mo nonb lt 89 81 gt em 39 Press DAY CHHG DAY HET Tu mornis12 agan 40 Repeat steps 23 through 34 for each day of the week CHHG DAY HEST 41 Press to return to the Auto Atdt Admin display and continue setting up Greeting Tables or press C to end the session NN40090 500 Chapter 4 Setting up the Auto Attendant 91 Configuring line answering CallPilot can answer all of your incoming lines or just the lines you specify Before CallPilot can answer an incoming line you must assign the line and set the Answer status to Yes For information on the Answer status see Setting the Business Status on page 156 Each line you add is answered by Greeting Table 1 unless you specify another table To configure how a line is answered Loa QUIT RETR Ok Admin
182. r press OK to accept your recording or to press RETF to re record your Broadcast message Your message is delivered to all initialized mailboxes or press 4 or to cancel sending the Broadcast message 6 Press to end the session To record and send a Broadcast message CallPilot Moe RETRY Psu RETRY To HAME SPEC DOHE EMPTY 1 Press e JQ 6 J Enter the System Administrator mailbox number and press OK or Enter the System Administrator mailbox password and press OK or A mailbox summary is announced Press COMP or to enter the Compose Message option Enter the Broadcast message address and press OK or f 2 0 0 is the default Broadcast message address The Broadcast message address changes if you change the Group List leading digit Press REC or and record the Broadcast message at the tone NN40090 500 Chapter 7 Broadcast and Information messages 145 Recording 7 Press OK or to end your recording REPEC Ok r press KEREC to erase and re record the Broadcast message Rec storred 8 Press FLAY or 2 to listen to your message PLAY DEL SEHD o press SEHD or 7 Q to send the Broadcast message or press DEL or 7 6 to erase and re record the Broadcast message 9 Press to end the session CallPilot Telephone Administration Guide 146 Chapter 7 Broadcast and Information messages I
183. r is busy transfer to the extension s mailbox If you disable voice mail e external callers cannot leave a message in a mailbox e external callers who use the Automated Attendant can still access Information Mailboxes or press 0 to reach the Operator e Subscribers can still record and send messages from their mailbox to other CallPilot mailboxes e CallPilot users still can leave a message in a mailbox using the Leave Message feature CeJ j JO NN40090 500 Chapter 8 CallPilot operations 163 e CallPilot users still can transfer internal calls to another mailbox using the Voicemail Transfer feature e JR 8 6 To enable or disable voice mail Log QUIT RETRY OK Admin MBO AA OTHR Voice Mails CHHG HET If you use a Business Communications Manager system a Press JBJB Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press f4 This option does not appear as a display button option Press CHHG to toggle between Y and N Press to end the session CallPilot Telephone Administration Guide 164 Chapter 8 CallPilot operations Company Directory The Company Directory is an internal voice and text list of the names of mailbox owners with initialized mailboxes who are i
184. r telephone registration This example shows how to set up a Guest mailbox with announcement and order taking capabilities When you provide services that let a customer call into a mailbox include the mailbox number in the greeting This lets a caller transfer directly to the mailbox To use a Guest mailbox to provide telephone registration you must first determine a mailbox number Make sure that the Guest mailbox number is unique and is not assigned to any display telephone extension Next record the mailbox greeting For example This month we are pleased to provide the following courses Jazz Dancing Made Easy Intermediate Jazz Dancing Warming Up for that Big Performance and Beginner Ballet If you are interested in any of these courses please leave your name and telephone number after the tone One of our instructors will contact you with more information You can include the time and date the classes are being offered This example is applicable to Guest mailboxes that are used for taking orders After you record the announcement record a Company Greeting that tells callers about the mailbox that is available For example Good Morning This is On Your Toes Dance School To reach the dance studio press 4 6 To register for our fall classes press R B To reach our receptionist press 0 Note The number 46 in this example is an operating telephone extension and the number 28 is the Guest m
185. rammed as an express messaging line for a mailbox Mailbox full Appears if the maximum mailbox message storage time is reached The mailbox message time is assigned as a Class of Service A new message cannot be listened to until the old messages are deleted This message appears when a mailbox owner first logs onto their mailbox NN40090 500 Chapter 10 Troubleshooting CallPilot 187 Message Meaning Mailbox locked Appears if a subscriber surpasses the maximum number of incorrect password attempts The mailbox cannot be opened until the password is reset Mbox exists Appears if an existing mailbox number is entered while adding a mailbox Mbox in CCR Appears if you try to delete a mailbox assigned to a CCR Tree Mbox nearly full Appears if the maximum message storage time is almost reached in a mailbox This is determined by the Class of Service Tell the subscriber to delete any unnecessarily stored messages in the mailbox This message appears when a subscriber first logs on to the mailbox Messages cannot be stored in this mailbox until some are deleted Mbox needed Appears if you did not assign a mailbox to Lvmsg Mbox not init Appears if an attempt is made to access a mailbox that is not initialized Me9 needed Appears if a message for Information node has not been recorded Must change Pswd Appears if you try to access a mailbox that is not initialized
186. rd the name again press RETR Enter the Group List name maximum 16 characters and press OK Enter the number of the first mailbox you want to include in the Group List If you do not know the number of the mailbox press DIF to search the Company Directory 10 Press AGL 11 This display appears briefly CallPilot Telephone Administration Guide 64 Chapter 3 Working with mailboxes Mbox 12 To add additional mailboxes to the Group List repeat steps 9 i Se through 12 or press C to end the session Changing a Group List At any time you can e change a Group List display name e add delete or view Group List members You cannot change a Group List number To change a Group List number you must delete the Group List and add new member mailbox numbers as a new Group List For more information see Adding a Group List on page 62 To change a Group List 1 If you use a Business Communications Manager system a Press 9 Enter the telset User ID that has voice mail administration rights and press OK EE For information about creating a user with voice mail QUIT RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press QE Admin 2 Press OTHF HED AA OTHR Admin 3 Press GLIST GLIST CCR Group List Admin 4 Press CHHG ADD DEL CHHG GList 5 Enter the number of the Group List you want to
187. ree 1 node 2 tree 1 node 3 and tree Inode 4 Note You can configure a maximum of 56 customized feature codes for the CCR trees The feature codes are allocated sequentially For example to program 16 feature codes F911 through F918 and F921 through F928 enter 911 as the Starting CCR tree feature code and enter 16 as the Number of CCR tree feature codes You can enter the maximum of 56 feature codes if the starting feature code is 911 If the starting feature code is a higher value than 911 the available number of feature codes decreases Any feature code values that come before the starting feature code that you enter will be unavailable to you For example by using a starting feature code of F941 you will only be able to allocate a maximum of 32 feature codes If you require more you will need to choose a lower value feature code If you do not initialize functionality for a feature code within the range of features codes it is still included as part of the allocated range For example if you do not initialize F912 and F913 they are still reserved for the one button CCR tree feature since they are included in the range of 16 features codes you entered If you enter an invalid number you will receive an error message NN40090 500 Chapter 6 Working with CCR Trees 129 Disabling a CCR Tree Before you make any changes to a CCR Tree you must ensure service is not disrupted by removing any references to the CC
188. ress HEXT if you do not want to assign outdialing and go to step 14 or press CHHG Press HEXT if you want to use a line or press CHHG if you want to use a line within a line pool or a route Enter the Line or Pool number and press OK Line numbers must be between 1 and 500 Although line pools are labelled by a letter such as A B or C CallPilot accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on CallPilot Telephone Administration Guide 74 Chapter 3 Working with mailboxes Accert x 13 Press OK RETRY Ok Retries 3 14 Press HEXT if you want to accept the default of three retries CHHG HEAT or press CHHG and enter a number from 1 99 Interval 1a 15 Press OK if you want to accept the default retry interval of 10 CHHG OF minutes or press CHHG and enter a number from 01 60 The retry interval is a two digit value Mailbox Admin 16 Repeat steps 3 15 for each Fax On Demand mailbox you want to add ALD DEL CHHG or press C to end the session Before you can use a Fax On Demand mailbox you must initialize it For information on how to initialize a mailbox see Initializing a mailbox on page 35 Recording a Fax On Demand mailbox greeting You must record a greeting for each Fax On Demand mailbox This greeting plays to callers who access the Fax On Demand mailbox The maximum length of this greeting is designated by the Class of Ser
189. ress REC At the tone record your Information mailbox message Press OE to end your recording Do not replace the handset Press OK to accept the recording or press RETR to re record the message CallPilot Telephone Administration Guide 114 Chapter 6 Working with CCR Trees Rec alt prompt 12 Press HO if you do not want to record an alternate prompt YES HO ae press ES to record an alternate prompt Destination 13 Select a destination PREU ee LIBE press FREN if you want to return the caller to the previous menu or press HOME if you want to return the caller to the Home node or press DISC if you want to disconnect the call For more information on destinations see Destination types on page 105 Path 14 Press EHD RETR EMD Ok Tree x 15 Press SALE ZANE QUIT Sawe as tree x 16 Press YES YES OTHR QUIT Tree saved 17 This display appears briefly CCR Admin 18 Press to end the session ADMIN NN40090 500 Chapter 6 Working with CCR Trees 115 Adding a Mailbox node Adding a mailbox node gives callers a mailbox where they can leave a message or listen to an Information message depending on the mailbox type You create a Mailbox node by giving it a Path number and assigning a mailbox number You can add a Mailbox node to a CCR Tree at any time A mailbox cannot receive messages until it is zinitialized For information on initializing mailboxe
190. rnal caller or use Off premise Message Notification or Outbound Transfer An Outdial method must be assigned before a subscriber can reply to an external caller using the Reply feature or use Off premise Message Notification or Outbound Transfer Before a subscriber can reply to a message from an external caller an Outdial method must be assigned The default for Outdial method is None Until you assign a line line pool or route as the Outdial method for a mailbox a subscriber can use the Reply feature to return calls from internal extensions only and Off premise Message Notification and Outbound Transfer for internal extensions only Outbound Transfer capability is part of a subscriber s Class of Service Refer to Class of Service values on page 29 for the Class of Service values for Outbound Transfer Telephone extension and mailbox numbers are different lengths The mailbox number length must match the extension number length assigned to the system If the extension number length is changed on the system you must re initializze and reprogram CallPilot The date and time are wrong If the date and time are wrong you must reset them through the telephone system The CallPilot date and time is taken from the telephone system programming For additional information see your system documentation You cannot access a line or a line pool Check that your system supports the feature you are trying to use If calls are not completed wh
191. s see Initializing a mailbox on page 35 To add a Mailbox node 1 If you use a Business Communications Manager system a Press 9 Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Logi QUIT RETRY oK administration rights see the BCM Administration Guide b Enter the user password and press QE Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CLR GLIST CCR CCR Admin 4 Press ADMIH ADMIH CCR tree 5 Enter the number of the CCR Tree you want to add a Mailbox node RETRY Ls to and press OK Tree x 6 Press CHHG CHHG PRIHT QUIT Path 7 Enter the Path number and press OK RETRY EHD Ok For example to create a Mailbox node on the second level of a CCR Tree enter The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Mailbox node x 8 Press OTHR MEHL INFO OTHE x 9 Press LWMSG SFEER LUMSG OTHE Mbox 10 Enter the mailbox number DIF QUIT or press DIF to access the Company Directory CallPilot Telephone Administration Guide 116 Chapter 6 Working with CCR Trees Destination 11 Select a destination OSs IE Fe press FREN if you want to return the caller to the previous menu or press HOME if you want to return the caller to the Home node or press DISC if you want to disconnect the call
192. s HEST to view the next entry in the table Inwal outual is an example of a Table entry If there are more than 16 digits for Input and Output values you can press IEW to see the remaining digits Press 4 to end the session CallPilot Telephone Administration Guide 178 Chapter 9 Dialing Translation Changing a Dialing Translation Table entry After you build a Dialing Translation Table you can change the Output value of an entry at any time You cannot change the Input value of an entry You must delete the entry and create a new entry with new Input and Output values Refer to Deleting a Dialing Translation Table entry on page 179 To change an entry in the Dialing Translation Table 1 If you use a Business Communications Manager system a Press JOJ BJB Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Log i eee a aa IT RETRY OK administration rights see the BCM Administration Guide b Enter the user password and press QE Admin 2 Press BJB MBOX AA OTHR This option does not appear as a display button option Dialing 3 Press TABLE PARM TABLE HEAT Dial Table 4 Press CHHG ADD CHHG QUIT Inval outwal 5 Press OTHR HEST OTHR Inwal outual is an example of a Table entry Tra l outwa lt 6 Press CHHG CHHG DEL FIH Dut 7 Enter a new output value up to 15
193. s isirissreiirrtia ttti EEEREN eee 160 Language availabiliiy 25 a3c5 nasa kare eens obe Ae RS Derr mh GOR aC ee a 160 Group LISA wisi et cee eek ot eR eee 161 VOIEMAll pcs cockcd deca we ed dRe SS Ewe ORR EDGR OOS Me ROR BEE 162 Company DIECI sard wxedr tikes seid ee oka peed e dees eee ego meee ead 164 C0 ieee eee eee ee ees ee Se eee ee ee ee ee LAA eee eee 165 General Delivery MalIbOX 22 4 22622ccesddeedideadowe eeeesctaneadeeus 166 Minim m Message Length gt 2s 8 Seen seusa Se etaidecdu da tansceaateded 167 Enabling Kevegee fob icne eee ide rE Anp hehe aee MedeewE eh eReaer 168 Extemal Mailbox Initialization 244 08 5 4 todo eeia oRRdS oe Raa Swed ee eas riris 169 Chapter 9 Dialing Translation os lt 6 cece ewdeedas bende ce rias i das wae ie 171 About Diamo TONSA urecrdresheaeadd terr rint iiki srianta erari 171 How the Dialing Translation Table works anaana eee eee tees 171 Examples of Dialing Translation Tables sauaaaaaaaaaaa aaraa 172 Setting Dialing Translation properties sss sanaaa aaaea 174 Building a Dialing Translation Table 260 cece cee e bee dee eee a eRe Seeds 176 Reviewing entries in the Dialing Translation Table 00 e eee 177 Changing a Dialing Translation Table entry 2 000 e eee eee 178 Deleting a Dialing Translation Table entry 00 cee ee eee 179 Chapter 10 Troubleshooting CallPilot 0 2 icccascccastucesierseatvsanseeioses 181 CallPilot enrol messages ci
194. ser ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Pswd RETRY Ok Admin 2 Press MBOX MBO AA OTHR Mailbox Admin 3 Press CHNG ADD DEL CHHG Mbox 4 Enter the Fax On Demand mailbox number RETR QUIT Password 5 Press HEXT until the display shows the parameter you want to RESET HE T change Then press CHHG and enter the new parameter Mailbox Admin 6 Press to end the session ACE DEL CHHG Choosing a Fax On Demand call method For each Fax On Demand mailbox you must choose whether the call method is the one call method or the two call method One call method e the fax message transmits during the original call e the caller must use the telephone at a fax machine to call the Fax On Demand mailbox e the caller pays for any long distance charges that are incurred Two call method e the caller provides the fax telephone number that the fax is delivered to e the caller can call from any touchtone telephone e the fax can be sent to any fax machine e the fax message transmits in the second call which is made by CallPilot e the owner pays for any long distance charges that are incurred NN40090 500 Chapter 3 Working with mailboxes 77 Setting how many fax messages callers can request Each F
195. set this property and go to step 10 Press OE to accept the area code Press HET Press CHHG and enter the access code or press MET if you do not want to set this property and go to step 13 Press OK to accept the access code Press HEAT NN40090 500 Chapter 9 Dialing Translation 175 Reply trans H 13 Press CHNG to toggle the settings between Y and N CHHG OF Rerly trans H 14 Press OK to accept the reply translation setting RETRY ok Dialing 15 Press to end the session FARM TABLE QUIT CallPilot Telephone Administration Guide 176 Chapter 9 Dialing Translation Building a Dialing Translation Table To build a Dialing Translation Table you must enter an Input value and an Output value for each entry The Input value is the number looked up in the Dialing Translation Table If the corresponding entry matches the system substitutes the Output value for the Input value The resulting number is ready to dial on the local network Refer to An example of a Dialing Translation Table from a site in metropolitan Toronto on page 172 To build a Dialing Translation Table 1 If you use a Business Communications Manager system a Press B Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Log a inh i GJIT RETRY OK administration rights see th
196. sing the dialpad on page 18 Press ES if you want to include the mailbox name in the Company Directory Repeat steps 3 through 10 to add another Information Mailbox or press C to end the session NN40090 500 Chapter 3 Working with mailboxes 45 Adding many mailboxes You can save time by creating multiple mailboxes when you set up CallPilot for the first time or when you need to add a large number of mailboxes to the system Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you define You must use extensions that are not already assigned to mailboxes You can add mailboxes only for the amount of working telephone numbers that have specific extensions on your system You cannot add more mailboxes if you reach the maximum number of mailboxes or software authorization code limit for your system To make the most effective use of adding multiple mailboxes identify people who need a non standard Subscriber mailbox Create these mailboxes individually Use Add Many Mailboxes to add the remaining mailboxes The mailboxes you create using Add Many Mailboxes have these characteristics e the mailbox number is the same as the extension number e Class of Service is the same for all mailboxes e the Call Screening setting is the same for all mailboxes e the mailbox name is taken from the extension names assigned on your system If extension names are not programmed the mailbox number is used e t
197. ssociated with the mailbox must be reset to the default password 0000 After a password is reset to the default the mailbox owner must change it in order to use the mailbox To reset a password see Changing a mailbox on page 49 A mailbox owner cannot access their mailbox A subscriber cannot access their mailbox Each mailbox is assigned a maximum number of incorrect password attempts in its Class of Service CallPilot records the number of incorrect attempts from the last time the mailbox was successfully accessed If the number is exceeded the mailbox owner is locked out and hears the message This mailbox is locked to prevent unauthorizzed access Contact your administrator for assistance The mailbox cannot be opened again until the you reset the password To reset a password see Changing a mailbox on page 49 A mailbox is not in the Company Directory Verify the mailbox is initializzed If the mailbox is not initializzed it does not appear in the Company Directory Verify the Company Directory setting for the mailbox is set to Yes Refer to Changing a mailbox on page 49 Calls are directed to the wrong mailbox Verify the correct extension is assigned to the mailbox A mailbox cannot be added to CallPilot Ensure the mailbox is not already added Mailbox numbers must be unique Check that the number of mailboxes on your system has not been exceeded CallPilot 150 can store a maximum of 300 subscriber mailboxes
198. t Sending Group List messages 0 0 0 cence eee eee 60 About Group List Numbers 24 ccs idk kde kb de dee ede bare ww es 61 PRUNES Croup US 2 cnces bela cnetedatite eee theeisdeeeovaesqeeaaeAns 62 Changing a Group WIE 215 Fie deen d aka cad ot LAE RELA SERED RD GSS E RR ERAS 64 Destine Siow Li oscunbews dba ganin N sametenenns deeneaees 66 Fax mailboxes for Business Communications Manager 20 00 67 Adding a Fax Overflow mailbox 00 0c cet ee 67 Changing Fax Overflow mailbox parameters 0 0c cence ene eee 69 Deleting a Fax Overflow mailbox 0 00 c eee 70 Adding a Fax On Demand mailbox 2 vc cs ee ee ee Dee eee 72 Recording a Fax On Demand mailbox greeting 0000 cee eee 74 Changing the parameters of a Fax On Demand mailbox 76 Choosing a Fax On Demand call method 00 cece eee 76 Setting how many fax messages callers can request 0 00 000 77 Adding a fax message to a Fax On Demand mailbox 05 77 Deleting a fax from a Fax On Demand mailbox n s sanaaa aaaea 78 Adding a Fax On Demand mailbox to a CCR Tree 00 2 eee eee 79 Chapter 4 Setting up the Auto Attendant ccc eee ee 81 About Ne AUO MENA avatadagaseenderndaeeuenenaseeressataeueandad 81 Gesing TADES yi ceed ears AEA E N A RR 82 About Company Greetings 2 ascciagsede cee dneye Ch een deh Pa dee Sawa ae eS 83 Recording a Greeting 2 2dcc
199. technical issues e sign up for automatic notification of new software and documentation for Nortel equipment e open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Support Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www nortel com callus NN40090 500 Chapter 1 Getting started 21 Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller CallPilot Telephone Administration Guide 22 Chapter 1 Getting started NN40090 500 23 Chapter 2 CallPilot mailboxes About installing mailboxes You install mailboxes by enabling a keycode The keycode enables the number of mailboxes that you can ad
200. the mailbox You must set the prime set for the Express Messaging Line to the voice mail DN The line must not ring anywhere in the system For more information see your system documentation Express Messaging is not enabled by default Call Screening Call Screening lets subscribers determine who is calling before they accept a call Call Screening is useful if there is no Caller ID available The system records the caller s name calls the subscriber s telephone announces the name of the caller and offers options such as accepting the call or taking a message Call Screening applies to external calls dialed by callers using the extension dialing facilities of the Auto Attendant or Custom Call Routing CCR Call Screening does not apply to internal calls or external calls routed using a CCR Transfer node or placed to a mailbox owner s dedicated line If a caller is calling from a line for which the mailbox owner has recorded a Personal Mailbox Greeting Call Screening is bypassed and the call transfers without delay If Call Screening is enabled CallPilot calls a mailbox owner s telephone that is call forwarded The default for Call Screening is No which means that unless subscribers have Calling Line Identification CLID they cannot determine who is calling before they answer the call Mailbox Restrictions You can control how a subscriber accesses a mailbox For Q when you add or change a mailbox the Mailbox Restrictions
201. the Information mailbox and give it to a subscriber or department The department creates the password and maintains the greeting Information mailbox greetings can be recorded by you or by the person assigned the Information mailbox To let callers know about your company s Information mailboxes e Advertise the Auto Attendant main number and record a Company Greeting that mentions the Information mailbox services e Provide a list of your company s Information mailbox numbers in brochures and telephone directory advertising e Mention the Information mailboxes in the Company Greeting if your company has a small number of Information mailboxes such as three or four Use Custom Call Routing CCR if you have a large number of Information mailboxes e Assign the Operator as the transfer point for all Information mailbox inquiries Record a statement in the Company Greeting that tells callers to press zero to reach company information For example Good Afternoon This is On Your Toes Dance Studio To reach our studio press 4 6 To listen to one of our special announcements press 0 to reach the Operator When a caller presses zero have the Operator provide a list of the Information mailboxes and transfer the caller accordingly A call disconnects after the Information mailbox greeting plays except NN40090 500 Chapter 2 CallPilot mailboxes 27 e if the call is extended by the Auto Attendant the
202. the mailbox number Press OK Enter the extension number Enter a Class of Service from 1 to 16 Press OF if the Class of Service chosen is a single digit Enter the mailbox owner s last name press enter the mailbox owner s first name or initial and then press OK The name can be a maximum of 16 characters For information on entering names using the telephone dialpad see Using the dialpad on page 18 Press YES if you want the Subscriber s name to be included in the Company Directory Press YES if you want the Subscriber to have Message Waiting Notification or press HO if you do not want the Subscriber to have Message Waiting Notification This screen does not appear if you are creating a Guest mailbox Press HEXT if you do not want to assign outdialing and go to step 15 or press CHHG NN40090 500 Chapter 3 Working with mailboxes 39 Qutdial lt line gt CHHG HET HEMI RETRY OK Accert x RETR OK Alti extitnone 3 CHHG HET Alti ext RETR OK Altd extixx CHHG HEST Alt exti none 3 CHHG HET Alt ext RETR OK Alt extis CHHG HEST Alts exti none 3 CHHG HET Altsgext RETR OK AltLs exti xx CHHG HEST 12 13 14 15 16 17 18 19 20 21 22 23 Press HEST if you want to use a line or press CHHG if you want to use a line within a line pool or a
203. there is no CallPilot System Administrator See the BCM Administration Guide for setting up a user with voice mail administration rights The extension number length defaults to the telephone system extension number length For more information see your system documentation Value or range Default Extension mailbox Extension leading digit 0 9 none Digits in extension two to seven digits none Mailbox leading digit 0 9 none Digits in mailbox two to seven digits none CallPilot Telephone Administration Guide 202 Chapter 12 Default configuration values Value or range Default Maximum number of subscriber mailboxes 300 for CallPilot 1000 for Business Communications Manager Classes of Service Class of Service number 1 16 none Mailbox message time 5 180 min none Message length 1 60 min none Greeting length 1 30 min none Message retention time 1 365 days 0 days none indefinite Group Lists Group List number 001 099 901 999 901 999 Number of members 1 125 none Including Special Mailboxes Group List numbers are always three digits long Value Response time at the Home Menu 2 5 seconds Number of Trees 8 Number of levels 10 Number of Paths per level 8 Group List leading digit Group List range Oo AN Oa A OON O 001 099 101 199 201 299 301 399 401 499 501 599 601 699 701 799 801 899 901 999 NN40090 500
204. tial of service disruptions avoid working on CCR Trees during periods of peak activity Callers can experience answering delays while you are working on a CCR Tree To build a CCR Tree 1 Create the Home node The Home node can be either a Menu node or an Information node If the Home node is an Information node e record an Information message If the Home node is a Menu node e create the sub nodes The sub nodes can be Menu sub nodes Information nodes Mailbox nodes Park and Page nodes Transfer nodes Assign the CCR Tree to a Greeting Table You can assign a CCR Tree for each time of day Test the CCR Tree CallPilot Telephone Administration Guide 108 Chapter 6 Working with CCR Trees Creating a Home node Begin to build a CCR Tree by creating a Home node Create a Home menu node if you want to give callers a list of options Create an Information message Home node if you want callers to disconnect after they hear the Information message NN40090 500 Chapter 6 Working with CCR Trees 109 To create a Home node Log QUIT RETR ok Admin MBO AA OTHE Admin GLIST CLE CCR Admin ADMIH CCR tree RETR OK Hew tree x BUILD QUIT z Home Meru REC OTHE OK Rec Pri Frome RETR Ok Accert Prompt RETRY PLAY OK Path RETR EHO OK Tree x SAWE PRIHT QUIT Save as tree x YES OTHE Q
205. tion rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK 2 Press OTHR 3 Press CCR 4 Press ADMIH 5 Enter the number of the CCR Tree you want to add a Menu node to and press QE 6 Ifyou have assigned the CCR Tree to a Greeting Table this display appears briefly 7 Press CHHG 8 Enter the Path number and press OK For example to create a Menu node on the second level of the CCR Tree enter The first 1 is the path of the first level Menu node The second digit is the path where you want to create the new Menu node 9 Press MEHL 10 Pick up the handset and press REC At the tone record the prompt 11 Press OK to end the recording Do not hang up the handset CallPilot Telephone Administration Guide 112 Chapter 6 Working with CCR Trees Accert Prompt 12 Press OK to accept the recording RETRY FLAY OF f if you want to re record your message press RETRY Rec alt prompt 13 Press HO if you do not want to record an alternate prompt YES HO or press YES to record an alternate prompt Path 14 Press EMD RETR EHC OF Tree x 15 Press SALE SAWE PRINT QUIT Sawe as tree x 16 Press VES VES OTHE QUIT Tree saved 17 This display appears briefly CCR Admin 18 Press to end the session ACMIM NN40090 500 Chapter 6 Worki
206. u determine how many options to offer in a menu you must determine where each option directs the caller After you assign a Menu sub node create another set of nodes in the next level of the tree The nodes can be another Menu node an Information node a Transfer node a Park and Page node or a Mailbox node You can assign up to eight nodes to each menu A Menu sub node gives callers single digit access to another list of options For example if your Home node menu is To place an order press 1_ To add your name to our mailing list press 2 To reach our sales department press 8 To speak with our attendant press 0 Callers can press to hear more options such as To hear our weekly specials press To speak with the Order Desk press R NN40090 500 Chapter 6 Working with CCR Trees 111 Adding a Menu node Create a Menu node to organize choices for your callers or when you have more choices than can fit on one menu You can add a menu node to a CCR Tree at any time To add a Menu node Log QUIT RETRY DE Admin MBO AA OTHE Admin GLIST CCE CCR Admin ADMIH CCR tree RETR OK Tree enabled Tree x CHHG QUIT Paths RETRY EHD DE MEHO IMFO OTHF Primary Prompt REC Rec Pri prompti RETR OK 1 If you use a Business Communications Manager system a Press e Enter the telset User ID that has voice mail administra
207. unique number that is a maximum of eight digits The number cannot start with O or 9 Press Press START SEND on your fax machine when you are prompted to TheCallPilot session ends when the transmission is complete Deleting a fax from a Fax On Demand mailbox You can change or view a fax selection number using a telephone If you delete a fax selection number the fax message associated with the fax selection number is deleted from the Fax On Demand mailbox NN40090 500 Chapter 3 Working with mailboxes 79 To delete a fax from a Fax On Demand mailbox 1 FaxOnbemand 2 FARES ADMIH ix faxes 3 ALE CHHG QUIT Select lt x gt 4 UPDATE DEL HEST Select deleted 5 Press BBJ Follow the voice prompts or the display button options to open the Fax On Demand mailbox Press FAXES or fi Press CHHG or 2 If you want to view the fax selection numbers press HEST or If you know the number of the fax message you want to view enter it now or if you want to delete the fax message associated with the fax selection number shown press DEL or 7 To update a fax message you must use a fax machine telephone For information about loading or updating fax messages see Adding a fax message to a Fax On Demand mailbox on page 77 or Deleting a fax from a Fax On Demand mailbox on page 78 Press to end this programming session Adding a Fax On Demand mailb
208. up List number Name Mailbox number 901 Sales 224 223 233 902 Shipping 227 221 CallPilot Telephone Administration Guide 62 Chapter 3 Working with mailboxes Adding a Group List You must initialize a mailbox before you can add it to a Group List For information on how to initialize a mailbox see Initializing a mailbox on page 35 NN40090 500 Chapter 3 Working with mailboxes 63 To add a Group List Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR OTHE Grour List Admin ADL DEL CHHG GList xxx OK Record name RETR ok Accert name RETRY PLAY OK Hames RETR BSEP OK Moe DIF QUIT KEKE KK RETR ACG Member added 1 If you use a Business Communications Manager system a Press eJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the BCM Administration Guide b Enter the user password and press OK Press OTHR Press GLIST Press ADD Press OK CallPilot assigns a Group List number automatically At the tone record the Group List name and press QE to end the recording This Group List name is played to any caller who leaves a message for the mailboxes using the group To listen to your recording press PLA or to accept the recording press 0K or to reco
209. uration viewing and changing 92 Log prompt troubleshooting 182 Mailbox locked out 47 183 cannot be added 183 Class of Service 27 Express Messaging Line 32 General Delivery 24 Guest 41 Information 44 initializing 35 Message length 27 Message Waiting Notification 30 Outdial route 30 password expiry 28 properties 30 alternate extensions 31 Call Screening 32 Express Messaging Line 32 include in Company Directory 30 Message Waiting Notification 30 outdial route 30 troubleshooting 183 Mailbox message time in Class of Service 27 Mailbox node adding 115 changing 133 Mailbox node Custom Call Routing CCR 105 Mailbox properties alternate extensions 31 Auto Login 31 Call Screening 32 Express Messaging Line 32 include in Company Directory 30 Message Waiting Notification 30 Message length in Class of Service 27 Message Networking 15 Message Waiting Notification 30 mailbox 30 Message group 60 Messages CallPilot Feature Compatibility 198 minimum recording length 146 silence timeout 146 Morning Greeting 85 N Name recording in Company Directory 35 Networking in Class of Service 28 Night Service CallPilot Feature Compatibility 198 Nodes CCR Mailbox 115 133 Transfer 137 O Off premise Message Notification and outdial method 30 Class of Service default values 29 in Class of Service 27 number of attempts 28 retry intervals 28 troubleshooting 182 One button access CCR Tree feature codes 126
210. usiness Status to On CallPilot Telephone Administration Guide 86 Chapter 4 Setting up the Auto Attendant Auto Attendant Time of Day Blocking Callers can search the Company Directory for a name or enter an extension number to direct their calls The call rings at the appropriate telephone You can send calls to the appropriate mailbox instead depending on time of day If you use Time of Day Blocking when a caller dials an extension or name the call goes to the corresponding mailbox If no initialized mailbox exists for the extension the caller hears The person you have called is not available followed by the CCR menu voice prompt If a fax machine calls the Automated Attendant or CCR tree at a time of day when you have enabled Time of Day Blocking the call is transferred to the fax extension Menu Repeat key Callers can press a digit that lets them repeat the current menu prompt The Menu Repeat key takes priority over any CCR Tree or Auto Attendant menu items that are already configured and applies to all CCR Trees and Auto Attendant menus in the Greeting Table If you enter 0 as the Menu Repeat key callers hear the previous menu and cannot access the Auto Attendant or a CCR Tree menu NN40090 500 Chapter 4 Setting up the Auto Attendant 87 To set up a Greeting Table Loa QUIT RETR ok Admin MBO AA OTH Auto Atdt Admin GETG TABLE LINES
211. vice Before you record the Fax On Demand mailbox greeting prepare a greeting for each Fax On Demand mailbox In your greeting describe the documents available and tell callers how to retrieve them If you use an alternate language on your system record the Fax On Demand mailbox greeting in the alternate language An example of a greeting for a one call method Fax On Demand mailbox is Hello You have reached Paddy s Dance Studio fax information hotline If you are calling from a fax machine telephone you can receive information on class schedules and prices registration forms and upcoming special events To receive class schedules and prices press 1_ To receive registration forms press 2 To receive information about upcoming special events press B After you have entered the required numbers press Start on your fax machine An example of a greeting for a two call method Fax On Demand mailbox is Hello You have reached Paddy s Dance Studio fax hotline You can receive information on class schedules and prices registration forms and upcoming special events To receive class schedules and prices select document 1 To receive registration forms select document 2 To receive information about upcoming special events select document 3 Enter the telephone number of the fax machine you wish to have the faxes sent to If you are calling from outside the 403 area code include your area code NN40090 500 Chapter 3
212. vided into four times of day This table shows the default times of day Greeting Type Default start times Morning 12 00 am Afternoon 12 00 pm Evening 6 00 pm Non business 6 00 pm If default hours are used the Evening Greeting is not played The Non business Greeting can be turned on and off using the Business Status feature Greeting Tables using the alternate language If you use primary and alternate languages we recommend that you assign one Greeting Table to the alternate language For example if your company has two incoming lines and you want to have one line assigned to the alternate language assign the line to the Greeting Table that has greetings recorded in the alternate language You can record greetings 5 6 7 and 8 in the alternate language and assign the greetings to Greeting Table 2 for line 2 NN40090 500 Chapter 4 Setting up the Auto Attendant 83 About Company Greetings Before you record your Company Greetings decide what type of greetings you want to use for the incoming phone lines and what you want the greetings to say There are four greeting times that reflect the Morning Afternoon Evening and Non business hours You can prepare four greetings or you can use the same greeting for each time of day As you record the greetings number them from 1 to 4 An example greetings for each time of day 1 Morning Greeting Good morning You have reached Touchstone Marketing
213. xes Before you add Group Lists prepare a group mailbox member list This list must contain e the Group List name maximum 16 characters long e the mailbox numbers to include in the group After you create a Group List you can change the mailboxes included in the list record a new list name view the Group List or delete the Group List About Sending Group List messages You can send a Group List message whenever you want to notify a group of people about an event or notice that pertains to them When a subscriber sends a message to the Group List the subscriber does not receive the message NN40090 500 Chapter 3 Working with mailboxes 61 For instructions on how to send a Group List message to a Voice Group List see the CallPilot Reference Guide About Group List Numbers During system installation a number from 0 to 9 default 9 is assigned as the Group List leading digit For example the default Group List numbers are 901 to 999 If the leading digit is 5 the Group List numbers are 501 to 599 Group List numbers are three digits long You can change the Group List leading digit For more information on changing the Group List leading digit see Group List leading digit on page 161 The Group List number acts like a mailbox number when you leave a message for the mailboxes in the Group List The table below shows two sample Group Lists This table shows an example of two Group Lists Gro

Avaya CallPilot Telephone User's Manual

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