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Avaya CallPilot Manager User's Manual

1. ccceeeseeeeeeeeeeeneeees 128 To sel the Auto Attendant St Siac dec ee dstcceteaeecadseresneaneitedaiadadiedscandseteeeaaetasencaaees 129 To change the Business Open Setting c cccccceeeeeeeeeeeeeeeeeeeteaeeeeaeeeeeaeetenaeeeeeaeeees 129 TeGchrarige Wie Answer Lines SAWS iiinn RE 130 N0027247 Task List 5 To change the Operator default extension cccceceeeseeeeeeeeeeeeeeeteneeeeeeaeeeenaeeeenaeees 130 To reset the Operator password from CallPilot Manager cccsceeeeseeeeseeeeteteeees 131 To reset the Operator password from a telephone cccecceeeeeeeteeeeeeeaeeeeteeeeeeaeees 131 TO Set he Operat SAUS isis een irn A 132 Te change ihe Operator PASS WONG i sissacccsiicsasvecedeisiccueissaiucuenbensscesoecsiasoeesbeadegaeluaassebets 133 To change the Operator default extension cccccceeeseeeeeeeeeeeeeeeeeneeeeeaeeeeeaeeessaeeens 134 Te Ber TMG B siness SiR e crores nia EEEE 135 Norstar voicemail Welleee lt icciciteiitinimaide Rel aa 136 GallPilot Voicemail NST AGG sssrinin a 136 To assign Angwor ONGS iana aa mel aa ER aaaeei 137 Broadcast and Information messages 000e eee eens 139 To record and send a Broadcast message Norstar Voice Mail 140 To record and send a Broadcast message CalllPilot ccseeeeseeeeeeeeeeeeeeeeeeeeees 140 To record an Information mailbox Message ssicasccscncseiscsissunescesisnzacessvsateatesssnanaaceeioanens 143 Tr
2. Record prompts and messages If your system is bilingual by default a caller can press Q to hear prompts in an alternate language or 0 to reach an Operator Make callers aware of these options by mentioning them when you record the Home node prompt CallPilot Manager Set Up and Operation Guide 84 Chapter 7 Custom Call Routing About CCR Tree structure Home node After the Company Greeting a caller hears the Home node message for the CCR Tree A Home node can offer up to eight options Callers can select options such as e listening to an Information message in the primary or alternate language e leaving a message e transferring to an extension or an external number e choosing from a sub menu By default 0 is reserved for reaching the Operator and 9 offers the menu in the alternate language 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 10 levels from 0 to 9 For an example of Paths through a CCR Tree refer to An example of a CCR Tree on page 86 Information node An Information node is a message you record to tell callers 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 e
3. 2 Click the Operator Settings link The Operator Settings page appears 3 Select the Business Open check box if you want to enable the Business Open setting Click the Submit button CallPilot Manager Set Up and Operation Guide 130 Chapter 13 CallPilot Manager operations Changing the Answer Lines Status CallPilot can answer all your Central Office CO lines included in line configuration When Answer Lines is enabled CallPilot answers incoming calls on these lines and presents each caller with the Company Greeting and Auto Attendant Menu You can designate whether or not CallPilot answers your company lines If Answer Lines is disabled CallPilot does not answer incoming calls All incoming calls must be answered and routed by your company Receptionist To change the Answer Lines Status 1 Click the Operations heading 2 Click the Operator Settings link The Operator Settings page appears 3 Select the Answer Lines check box to have your lines answered by CallPilot or do not select the check box if you want the receptionist to answer calls 4 Click the Submit button Changing the Attendant default extension Whenever anyone asks to speak to your company Receptionist or Operator CallPilot transfers the call to the Attendant extension You can change the Receptionist or designated Operator extension number If you have the General Delivery Mailbox assigned to the Attendant and the Attendant extension number changes you
4. CallPilot Manager Set Up and Operation Guide BCM 4 0 CallPilot Document Status Standard Document Version 03 Part Code N0027247 Date June 2006 NORTEL Copyright 2006 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 ITN SIME oe sce ac cesses leveeienctsdcugeieusesiecwetesetsee 13 Using CallPilot Manager 200 c eee e eee eee eee eee 21 To start CallPilot Manager from Business Communications Manager 0 0ee 22 To start CallPilot Manager for BCM from a Web browser ccscccceeeesteeeeesseteeeeesseaes 22 To start CallPilot Manager from CallPilot 100 150 ccsccccccsssseceesssseeeeessssseeeeeeeeaes 23 To reset the System Administrator password for CallPilot 100 150 s es 25 CalIPilot mailboxes occa sercsa
5. CallPilot Message Networking Set Up and Operation Guide N0027249 CallPilot Telephone Administration Guide N0060618 Contact Center Set Up and Operation Guide N0060620 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 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 CallPilot Manager Set Up and Operation Guide 20 Chapter 1 Getting started Getting Help from a specialist by
6. digital lines N0027247 Chapter 6 Setting up the Auto Attendant 77 CLID Routing overview Incoming call Automated Attendant answers Company Greeting plays Touchtone Gate See About Touchtone Gate on page 75 CLID Routing Custom Call Routing Menu Auto Attendant Menu options play options play See About Custom Call See Auto Attendant Menu on Routing on page 81 page 72 If an incoming call has a CLID value that matches an entry in the CLID Routing 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 Return to Auto Attendant setting For more information about the Return to Auto Attendant setting refer to Setting the Auto Attendant properties on page 73 You can record your CLID Routing Table entries in the table CLID Routing Table section of the CallPilot Programming Record CallPilot Manager Set Up and Operation Guide 78 Chapter 6 Setting up the Auto Attendant Telephone numbers in the CLID Routing Table are sorted in numerical order from the longest number to the shortest For example Destination number Table entry Incoming call example 1 313 Incoming number 3148888 does not match any destination 2 416598 Incoming number 4165981111 matches destination 2 3 416 Incoming number 4169998888 matches destina
7. eee 73 Aboul TOUCHIONE GAG einne bo oe en eres eRERES HES be E Rea REE EA 75 Aboutine CLID Routing Table caccu dered eee eee teeeas dees iatea EE 76 Setting up a CLID Routing Table 0 02 c ces 78 Configuring line answering sc vecc cases ccceee see keasdeaaee ss eebeehecawe es 80 N0027247 Contents 9 Chapter 7 Custom Gall Routing lt 2oscescencdicenciadecesicesciaccsteedscinde 81 About Custom Call Roun via naan Oe beeen ek ee oe Skee eae 81 Paming a COR TEE sc cccc cate esbe te decddeeeePensaeeer ade eraba 83 About CCR Tree SiC ssenari eden eoeer itd e ee eee ee beweer adeno ebb es 84 FGM E ETT EEEE AEA T N ie toads een Renee aaws 84 Moman NOUS 2 snacks cbecc anes riker ierse a Eek OEE Re R oN 84 POO E e ii ote Somat wis Seen tenn ad a idles Goes 85 TSS he cc ance n iret ap henna EET ee ween ERG at FAATA REDEA 85 DOAN acta coded nbd edd Pee ee EHS SEED ESOL EAR AERA S SRS R 85 Po A262 ETAO TEATE LATI EET IOELA EA admired ENAA TE 85 Park and Page node nccccoecebete dae ober ee onde Seer edae we meu 85 Chapter 8 Working with CCR Trees lt ccc sede sees sceeceveseeretewdsweeuvce 87 Building a COR TIE ose Se ct she alt i aay dco Di naar Res cee urn Gina ba 87 Ghatinga AHOMENOdE ig2ivar ace eka bud Ce dduea see oLGEe SEHR s ode nae 87 Creating a Home Menu node 000 cee eee 87 Creating a Home Information node 0 0 cece eee 88 Copying a CCR Tle 200s ces8tt etc teete Sis ek tenet bee ROET
8. to listen to your Broadcast message before RETRY PLAY Ok sending it or press OK to accept your recording or press RETR to re record your Broadcast message Your message is delivered to all initialized mailboxes or press or to cancel sending the Broadcast message 6 Press to end the session To record and send a Broadcast message CallPilot 1 Press BJB Mbox 2 Enter the System Administrator mailbox number and RETR OF press OK or Pswd 3 Enter the System Administrator mailbox password and RETRY OF press OK or E A mailbox summary is announced 4 Press COMP or 7 6 J To 5 Enter the Broadcast message address and press OK or HAME SPEC oie The default Broadcast message address is Q 0 0 J The Broadcast message address changes if you change the Group List leading digit N0027247 Chapter 14 Broadcast and Information messages 141 EMPTY 2 6 Press REC or and record the Broadcast message at BEE the tone Recording 7 Press OK or to end your recording REPEC OF or press KEREC to erase and re record the Broadcast message Rec storred 8 Press FLAY or to listen to your message PLAY DEL SEHD or 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 Information mailbox messages Your business or departments within your business ca
9. 4 to end the session CallPilot Manager Set Up and Operation Guide 144 Chapter 14 Broadcast and Information messages N0027247 145 Chapter 15 Troubleshooting CallPilot This chapter gives solutions to problems that can occur when you operate CallPilot The Auto Attendant does not answer calls e Verify that you have assigned the lines to the Greeting Table and the Answer Mode for the line is Auto Attendant This means that CallPilot 100 150 or Business Communications Manager is set to answer the line e All the channels can be busy Try calling back Your call is answered when a channel is available e Verify that greetings are recorded and assigned to the Greeting Table These greetings default to the Greeting Tables and must be recorded for the Auto Attendant to operate Refer to Setting up a Greeting Table on page 68 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 If you use analog lines the Auto Attendant must be set to answer after two or more rings for CallPilot Manager to record call log information related to an incoming call For information about setting the number of rings refer to Setting the Auto Attendant properties on page 73 The Auto Attendant transfers some callers to the General Delivery Mailbox The system requires a tone dial telephone signal and a minimum voice level
10. 7 7 2 86 6 7 RETRY ok Operator and press OK To change the Operator password see Changing the Operator password on page 133 Choose option OPER MODE Press OFER This display appears if you have Contact Center installed If you do not have Contact Center installed go to step 4 Atdt avail H CHHG HET Press CHHG to select Y or N 5 Press to end the session N0027247 Chapter 13 CallPilot Manager operations 133 Changing the Operator password You can change the Operator password at any time The password must be between four and eight digits and cannot begin with a zero To change the Operator password 1 Press Q e je Psu 2 Enter the Operator password and press DE RETR Ok The default Operator password is 6 7 8 7 2 6 6 7 Operator Choose option 3 Press OPER OPER MODE This display appears if you have Contact Center installed If you do not have Contact Center installed go to step 4 Atdt avail H 4 Press 7 J CHHG HEAT Pswd 5 Enter a new Operator password between 4 and 8 digits long RETRY E and press OK Atdt avail H 6 Press to end the session CHHG HEAT CallPilot Manager Set Up and Operation Guide 134 Chapter 13 CallPilot Manager operations Changing the Operator default extension When callers request to speak to your company Receptionist or Operator CallPilot transfers th
11. Attendant Menu on page 72 81 CallPilot Manager Set Up and Operation Guide 76 Chapter 6 Setting up the Auto Attendant The Touchtone Gate voice prompt is not played to internal callers For internal callers on CallPilot 100 150 or Business Communications Manager the Touchtone Gate voice prompt is not played when they 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 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 40 as the custom Touchtone Gate prompt For more information about recording Greetings refer to Recording a Company Greeting on page 68 About the CLID Routing Table Set up a CLID Routing Table to control how calls are routed based on their Caller Identification The CLID Routing Table routes recognized incoming telephone numbers to the appropriate destinations You can set up the CLID Routing Table to direct frequent callers to a specific extension or mailbox CCR Tree or Greeting Table To use a CLID Table your incoming lines must be equipped with Caller Identification service on analog lines or Automatic Number Identification ANI service on Primary Rate Interface PRI
12. CallPilot Manager Set Up and Operation Guide 38 Chapter 3 CallPilot mailboxes Initializing a mailbox Initializing a mailbox prepares your mailbox to receive messages A mailbox cannot receive and store messages until it is initialized Initializing a mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the CallPilot default password to 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 To initialize a mailbox 1 Press PBJ 2 Logon by following the voice prompts 3 Enter the default password O O 0 0 Must change Pswd 4 This display appears briefly to indicate that you must change your password Pswd 5 Enter a new password from four to eight digits long that RETRY ok does not start with zero Press OF or Again 6 Reenter the new mailbox password and press OK or f RETR OF Record name 7 At the tone record the name in the Company Directory RETRY ok Include the mailbox number in the recording For example Pat Smith mailbox 5813 Press OK or to end the recording Accert name 8 Press OK or to accept the recording RETR PLAY OF or press PLAY or to listen to the recording or press RETR or to re record your name 9 Press to end the session N0027247 Chapter 3 CallPilot mailboxes 39
13. 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 Business Communications Manager or 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 specified 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 Ac
14. Reserved Channels Supervisor Help Request Timeout Supervisor Help from and Enable Caller ID are shown If you are using a Business Communications Manager Contact Center Reporting Database Version and Enable Contact Center Data Stream are shown if Contact Center Reporting is active Appears if Contact Center is installed Shows the agents in the Contact Center their agent number and skillset status Contact Center skillsets Appears if Contact Center is installed Shows skillset number and type Control DN MWI DN Method Break Time Delay Answer Language Type EWT of the number of calls EWT Increase allowed and EWT Initial Call Duration Contact Center routing tables Appears if Contact Center is installed Lists skillset name number Day Service and Night Service configuration Contact Center Service Modes Contact Center overflow Appears if Contact Center is installed Lists the skillset name and the status for each day of the week For each skillset shows if it is enabled the Intelligent overflow rule that applies to it its service mode condition and action Contact Center greetings Appears if Contact Center is installed Displays the status and skillset for each greeting Contact Center Intelligent CLID DNIS routing Shows the CLID ANI or DNIS rule and action for each line Intelligent Call Input rules Appears if Contact Center is installed Displays the rule and action taken
15. To save the newly recorded greeting or prompt as a file on the File menu click Save The File save dialog box appears In the File name box type a name for the file select a folder to keep the file in and from the Save as Type list select CallPilot Voice Block vbk Click the Save button Note Be sure to click the Save button before you close the CallPilot Player If you close the CallPilot Player without saving your recording it is deleted To convert a wav file to a vbk file CallPilot 100 150 only supports a vbk file import It is possible to convert the recorded greeting prompt or name wav files into vbk files using the CallPilot Player The recorded greeting prompt or name must be in the following wav format before you convert it to a vbk file e Bit Rate 8 KHz e Audio sample size 16 bit e Channels 1 mono e Audio format PCM On the File menu click Open The File Open dialog box appears Select the wav file you want to convert and click the Open button On the File menu click Save As The File Save dialog box appears In the File Name box type a name for the file select a folder to keep the file in and then click the Save button Save the file as a vbk file CallPilot Manager Set Up and Operation Guide 58 Chapter 5 Recording greetings prompts and names Importing greetings prompts or names You can import a previously recorded greeting name or prompt You can import pro
16. When Message for you appears on the telephone display the subscriber can open their mailbox and access their voice and fax messages If subscribers have the Fax option enabled they can inform people that the Express Messaging Line number is their fax number and have it printed on their business cards Subscribers must have the Fax option enabled to receive fax messages on the Express Messaging Line For Business Communications Manager an Express Messaging Line can be set up as Fax Only If the Fax Only option is selected the caller does not hear a greeting and cannot leave a voice message Selecting this option allows a fax to be sent immediately If the Fax Only option is not selected the caller hears a greeting and can leave a voice or fax message Give the corresponding 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 corresponding 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 the mailbox CallPilot Manager Set Up and Operation Guide 36 Chapter 3 CallPilot mailboxes The prime set for the Express Messaging Line must be set to the voicemail DN The line must not ring anywhere in the system For more information refer to your system documentation Express Messaging is not en
17. area code 119 example table 118 119 long distance access code 119 Network Access 119 overview 117 parameters 119 reply translation 119 setting 120 Dialing Translation Table changing entries 121 deleting entries 121 example 118 119 reviewing entries 120 Directory Search setting 114 disabling name and dn dialing 69 Disconnect Supervision CallPilot Feature Compatibility 159 Display log prompt 146 Do Not Disturb DND CallPilot Feature Compatibility 159 E Enable Bilingual setting 114 Enable External Initialization setting 114 Enable General Delivery Mailbox setting 114 Enable Group List setting 113 Enable Network Transfers 114 Enable Redirect DN setting 114 Enable Voice Mail setting 113 Evening Greeting 70 Event Log Report 106 Expiry password 46 Express Messaging Line 35 about 35 defaults 35 Extension dialing disabling 69 Extension number length troubleshooting 146 F Fax 14 Fax Answering 14 Fax Usage Report 109 Forwarding calls troubleshooting 146 G General Delivery Mailbox 28 145 Greeting assigning to a Greeting Table 69 caption 55 58 exporting 59 importing 58 recording 54 59 Greeting Table 69 Alternate Language 68 assigning 70 assigning a CCR Tree 69 assigning a greeting 68 69 Attendant 70 business hours 70 language preference 71 menu repeat key 71 overview 62 Primary Language 68 recording Company Greetings 68 setting up 68 using the Alternate Language 63 Gree
18. 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 one or more telephones have a ringing line 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 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 t
19. 00 PM 6 00 PM eg 12 00 AM Wednesday 12 00AM 12 00PM 600PM 6 00PM eg 1200 am Thursday 12 00AM 12 00PM 6 00PM 6 00PM eg 12 00 am Friday 2 00AM 12 00PM 6 00PM 6 00PM cea 12 00 am Saturday 12 00AM 12 00PM 6 00PM 6 00PM_ e912 00 am Sunday 2 00 AM 2 00PM 6 00 PM 6 00 PM eg 12 00 AM Nortel recommends using greetings 1 through 16 as your daily business greetings and greetings 17 through 250 as special greetings Each Greeting Table is divided into four times of day The following table shows the default times of day Greeting Type Default start times Morning 12 00 midnight Afternoon 12 00 noon Evening 6 00 pm Non business 6 00 pm If default hours are used the Evening Greeting is not played You can turn the Non business Greeting on and off using the Business Status feature For information about setting the Business Status refer to Setting the Business Status on page 135 N0027247 Chapter 6 Setting up the Auto Attendant 63 Greeting Tables that use the alternate language If you use two languages record the primary prompts in the primary language and the alternate prompts in the alternate language If you use primary and alternate languages it is 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 al
20. 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 RJB Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use Anew A saved E oe 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 CallPilot Manager Set Up and Operation Guide 40 Chapter 3 CallPilot mailboxes N0027247 41 Chapter 4 Working with mailboxes Adding a Subscriber mailbox To create multiple Subscriber mailboxes refer to Adding many mailboxes on page 44 for more information To add a Subscriber mailbox 1 2 10 11 12 13 14 Click the Mailbox Administration heading Click the Add Mailbox link The Add Mailbox page appears In the Mailbox box type the mailbox number From the Mailbox Type list box select Subscriber Click the Submit button The Subscriber Mailbox page appears for the mailbox In the Extension box type the extension In the Last Name and the First Name boxes type the mailbox
21. Click the Add button The Group List page appears with the new Group List shown Click the Change link The Group List Properties page appears Click the Voice button and follow the steps in Chapter 5 Recording greetings prompts and names on page 53 to record a spoken Group List name from your computer or follow the steps inChapter 5 Recording greetings prompts and names on page 56 to select a previously recorded Group List name In the Display Name box type the new Group List name Do not create a name that starts with the number 1 for example 1Group The name can be a maximum of 16 characters and cannot contain quotation marks Click the Submit button The Group Lists page appears with the new Group List added Click the Members link The Members List page appears Click the Add button The Add Members page appears Select each mailbox that you want to add to the Group List Click the Submit button The Members List page appears showing the mailboxes you selected Click the Close button CallPilot Manager Set Up and Operation Guide 52 Chapter 4 Working with mailboxes Changing a Group List You can change a Group List name and members at any time 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 refer to Adding a Group List on page 51 To chan
22. From the Create Options option select Home Menu Node Click the Submit button The CCR Tree Properties page shows the new CCR Tree Click the Change link for the CCR Tree The CCR Menu Node Properties page appears In the Caption box type a caption name such as List of options if the Home node is a menu To record the Home node primary and alternate prompts or select previously recorded prompts click the Voice button and follow the steps in Recording greetings prompts and names on page 53 to record a prompt or follow the steps in Importing greetings prompts or names on page 58 to select a previously recorded prompt Click the Submit button Creating a Home Information node Create a Home Information node if you want callers to hear an announcement and then be disconnected To create a Home Information node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Create link for the CCR Tree you want to create The New CCR Tree page appears From the Create Options option select Home Information Node Click the Submit button The CCR Tree Properties page shows the new CCR Tree Click the Change link for the CCR Tree The CCR Info Node Properties page appears In the Caption box type a name for the Information node such as Sales To record the Information node primary and alternate messages or select previously recorded messages click the Voice button and f
23. 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 N0027247 Chapter 3 CallPilot mailboxes 31 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 if the call is extended by the Auto Attendant the call disconnects or returns to the Auto Attendant according to the Return to AA setting of the Greeting Table if the Information mailbox is the Mailb
24. Password box enter your BCM password Click Submit The CallPilot Manager Main Menu appears You can also access CallPilot Manager from the BCM Web page 1 Point your Web browser to http lt BCM IP address gt 2 Inthe User ID box enter your BCM User ID 3 In the Password box enter your BCM password 4 Click Submit The BCM Web page appears N0027247 Chapter 2 Using CallPilot Manager 23 Click the Administrator Applications link The Administrator Application page appears Under the Administrator Management Tools title select the CallPilot Manager link The CallPilot Manager page appears Click the Launch CallPilot Manager link The CallPilot Manager Main Menu page appears To start CallPilot Manager from CallPilot 100 150 1 Point your Web browser to http lt IP address gt CallPilotManager where lt IP address gt is the IP address of the CallPilot 100 150 The Administration Login screen appears In the Password box type your password Click Submit The CallPilot Manager Main Menu appears Note If you want to change the password e select the Prompt for New Password check box e click the Submit button CallPilot Manager Set Up and Operation Guide 24 Chapter 2 Using CallPilot Manager About the CallPilot Manager interface Return to Quit CallPilo Open online Help Main menu Manager ORT Main Logout Help Main Menu Headings expa
25. Table To set the business hours Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Click the Change link of the Greeting Table you want to set up For the day of the week you want to configure type a start time in the Morning Afternoon Evening and Non business boxes 5 Click the Submit button For days that your business is not open set all the start times to 12 00 a m midnight The Non business greeting plays throughout the day You can turn the Non business greeting on and off using the Business Open feature If you do not set the business status to open the Non business greeting plays until you change the business status to open For information on the Business Open setting see Changing the Business Open setting on page 129 Assigning a Greeting Table Attendant Callers who press 0 during the Auto Attendant menu or while they are in a CCR Tree are sent to the Attendant Extension that you assign in the Greeting Table The Greeting Table Attendant Extension overrides the designated Operator Attendant To assign a Greeting Table Attendant 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Click the Change link of the Greeting Table you want to set up In the Attendant Extension box type the extension of the Greeting Table Attendant Click the Submit button N0027247 Chapter 6 Setting up the Auto
26. ace ae eae seine one eee Ss hohe eee 103 CallPilot Manager Set Up and Operation Guide 10 Contents DCO GOO occ0ece chee edgy es bhene eee teedy Geen e gare eee 103 Mailbox Information Repol csi ic baie weeds Pane Rei eRe oaks vad oe RRS 104 All Mailbox Activity Report 2 04 ccceu and eda a wkd ee ee ode ewes 106 Eveem Log Repon 220602 ccebs sears sad tae te cowed Poke ade arii 106 COR Tree Usage Report cccertea stakes eden coadebaeeedageadaas vase 107 Port Usage Call Handling RENO cccc2cccdse eskeuhvsee eaenedeeeeuees 108 Fax Usage Repol rsrs ten iadev ieee sheeeerbeeedesteeeisdbentwes 109 System Configuration Report 0 ek ee mesnu 110 Message Usage Report so icacscwieawat soe eo Rone Rae HR Re OR SOO 112 Resetting Mailbox StGUSUCS o5 600405 ceb tion c bboy cea eRe ae deed enaas eee s 112 Chapter 10 CallPilot system properties 002 cee eee eee eee eee 113 Setting the system properties 000 ee 113 Chapter 11 Dialing TrAanglation 62dsee densi ce retade rhai raa n 117 About Dialing Translation cbs oc ren tirane ese ee a eee E 117 How the Dialing Translation Table workS sasauanaa naaar 117 Examples of Dialing Translation Tables c2 ccscceaesoaeveneererausebas 118 Setting Dialing Translation properties 0 00 unanenn 120 Building a Dialing Translation Table 0 0 0 eee ee 120 Reviewing Dialing Translation Table entries 0 0 eee 120 Changing a Dialing Translation T
27. answer or is busy transfer to the extension s mailbox If you clear the Enable Voice Mail check box e External Callers cannot leave messages in mailboxes Callers are returned to the Auto Attendant to make another choice e If your system uses the Norstar Voice Mail UI callers can leave messages through Custom Call Routing Feature 980 and Feature 986 Callers can send and receive messages using Feature 981 e Subscribers can record and send messages from their mailbox to other CallPilot mailboxes 5 Select the Enable Group List check box if you want to enable Group Lists If you clear the Enable Group List check box you cannot set up Group Lists and do not need to reserve a digit in your numbering plan for the Group List Leading Digit 6 Select the Enable Trivial Password Checking check box to enable Trivial Password Checking Trivial password checking prevents unauthorized login to mailboxes The feature does not allow a mailbox subscriber to have a password that is considered trivial 7 Ifyou use Group Lists type the Group List Leading Digit in the Group List Leading Digit check box This digit is used as the prefix for Group Lists during addressing You cannot create mailboxes with numbers that start with this digit The default setting for the Group List Leading Digit is 9 For example if you assign as 9 the Group List leading digit 901 to 999 is your range for Group Lists 8 Inthe Minimum Message Length box type a value betwee
28. blind transfers to the mailbox owner To assign an Express Messaging Line to the mailbox in the Express Messaging Line box type the line number To enable Mailbox Restrictions select the Enable Mailbox Restrictions check box This limits external login access or internal administration to a subscriber mailbox If the subscriber wants to use the Express Messaging Line to accept faxes only and not voice messages select the Fax Only check box To assign Park and Page to the mailbox a from the Page Type box select Internal Zone Overhead Paging Both or None The default is none b from the Paging Zone box select 1 2 3 4 5 6 or All The default is 1 If the paging type is overhead paging this setting is ignored c from the Page Retries box select 0 1 2 3 4 or 5 The default is 1 in the Retry Interval box enter the number of seconds between paging retries The range is 5 300 seconds The default is 15 seconds Click the Submit button Adding a Guest mailbox Assign all Guest mailboxes numbers that begin with the same digit This helps you identify the mailbox type To add a Guest mailbox Click the Mailbox Administration heading Click the Add Mailbox link The Add Mailbox screen appears In the Mailbox box type the mailbox number From the Mailbox Type list box select Subscriber Click the Submit button The Subscriber Mailbox page appears for the mailbox Leave the Extension box blank In the Last N
29. et ode R Ra EES 32 Class of Service default values 00000 eee 33 MANOS OOE orrusta rsss ehenQagat pene agen KEREdee et Recess ees 33 Restictiig QURAN ciccccaeciebbewedeebdeer caedd PO COPE REC RER aS 37 To resme OUIGISING eeu iicatecldtokrice sewed nidee es kM Le RE eae 37 aue anoe A ee 1s e E E E TT ETT TT 38 Checking which mailbox interface you use 1 2 0 eee 39 Chapter 4 Working with mailboxes saussnnussnnnnennnnnnnnnnnnnnnnn 41 Adding a Subscriber MADOX sera rrerrvidrkrrrter det tann RE kA peu ERREA 41 Addnga Guest MAIDO 245 ies elena esi eT E yegees 42 CallPilot Manager Set Up and Operation Guide 8 Contents Adding an mhioamaton MADOX cdadi tied nase ebbeew ee ed ddedaaeey hoger aa N 43 AGING many MANDOKOS 2504 be6 ds bo0 5 eeS0N 1e6 S t O44 5 CERI NSERC Rd oe RS 44 About mailbox Passwords cu ceed ode eae yee ee ee ed rinan 45 Changing mailbox SelingS 2 2ictcceeceietic dodo cadet aieri Gane Sener EEEk 46 Viewing or editing a Class of Service 0 00 c cece 47 Boe noei ee vnaptnane a re hed dene es pean ene da RRew eee Re REE wel lt 48 About Group LISIS ccicceectgeeutdehedee ho bebiiwbeasseetiatesdadaanes lt 49 About Group ListNumibere 5 kt ee eee ee Ree ee ee 49 PONG A Giona IGE ccc ounces eee tennne r ERLEND RA CARETO es sana cena 51 Changing a GUP LISI oc 2200s rere orbit e Ea e s e E 52 Chapter 5 Recording greetings prompts and names 000ee eee ee ee eee 53 Recording a greetin
30. following parameters e Cached document comparison every time If you use Microsoft Internet Explorer set the following parameters e Check for newer versions every visit to the page For more information about these settings refer to your Web browser s Help CallPilot Manager Set Up and Operation Guide 22 Chapter 2 Using CallPilot Manager If not all the CallPilot settings shown in this guide appear in your browser e refresh the browser by clicking Refresh or Reload e upgrade your browser Note CallPilot Manager Help is best viewed in Internet Explorer There can be some page format inconsistencies if you use other browsers Starting CallPilot Manager After you enable CallPilot Manager on your BCM you can access CallPilot Manager in three ways e Element Manager e Web browser BCM IP address CallPilotManager e Web browser BCM Web page Administrator Applications To start CallPilot Manager from Business Communications Manager 1 Log on to Element Manager 2 Click the Applications folder and click the Voice Messaging Contact Center task The Voice Messaging Contact Center panel appears 3 Click Launch CallPilot Manager The CallPilot Manager Main Menu opens in your Web browser To start CallPilot Manager for BCM from a Web browser 1 Point your Web browser to http lt BCM IP address gt CallPilotManager The Administration Login page appears In the User ID box enter your BCM User ID In the
31. in the Greeting Table Standard After they hear the Company Greeting callers must press an indicated key if they have tone capability Callers transfer to the Auto Attendant or Custom Call Routing Tree specified by the Greeting Table If they do not respond callers go to the Operator attendant If there is no system attendant callers go to the General Delivery Mailbox If the General Delivery Mailbox is disabled the call disconnects Greeting 1 250 Uses a custom greeting instead of the standard greeting Select a Company Greeting that is not used in any Greeting Table Set Touchtone Gate to None if most callers have tone capability Use Standard or Custom only in areas where most callers do not have tone capability Use customized digits Select this if you have CCR Trees that use Park and Page and you want to play the dial string in your voice For more information refer to Creating Customized Digits recordings on page 97 CallPilot Manager Set Up and Operation Guide 74 Chapter 6 Setting up the Auto Attendant Starting CCR Tree feature code This box is for the three digit starting feature code for CCR tree access The three digits include the feature digit the tree number and node within the tree The codes must correspond to F9xy x represents the tree number and must be 1 to 7 inclusive You cannot use 0 8 or 9 y represents the node number and must be from 1 to 8 inclusive T
32. 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 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 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 N0027247 Chapter 11 Dialing Translation 119 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
33. 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 Manager Set Up and Operation Guide 118 Chapter 11 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 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 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 a 905206 905206 90527 90527 etc etc 135 more 135 more entries entries 905 1905 1 Explanation The Table does not attempt to translate
34. 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 identified as a CallPilot voice port e the extension is not working N0027247 Chapter 4 Working with mailboxes 45 To add multiple mailboxes 1 Click the Mailbox Administration heading Click the Add Many Mailboxes link The Add Many Mailboxes screen appears In the From Extension box type the extension you want to start creating mailboxes from In the To Extension box type the extension you want to stop creating mailboxes at From the Class Of Service list box select a Class of Service oo Ff Q Select the Display in Directory check box if you want the mailbox owner s name to appear in the Company Directory 7 Select the Enable Message Waiting check box if you want Message Notification to appear on the mailbox owner s telephone display 8 From the Outdial Type list box select Line and type the specific outgoing line you want to assign for outdialing or click Pool and type the Line Pool number you want to assign for outdialing or click Route to assign a route code for outdialing or click None if you do not want to assign outdialing capabilities 9 Select the Enable Call Screening check box to assign screened transfers to the mailbox owner or clear the Call Screening check box to assign blind transfers to the mailbox owner 10 Click the Submit button About mailbox pass
35. not want calls to route to a CCR Tree select None 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 disable name and extension dialing 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 Auto Attendant or the CCR menu voice prompt If a fax machine calls the Auto Attendant or CCR tree at a time of day when you have disabled DN dialing the call is transferred to the fax extension 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears 3 Select the Greeting Table you want to edit The Greeting Table Setup page appears 4 Select the Disable DN Dialing check box for any time of day when you do not want callers to be able to use name or extension dialing CallPilot Manager Set Up and Operation Guide 70 Chapter 6 Setting up the Auto Attendant Setting the business hours Setting the business hours determines when each greeting is played on the Greeting Tables Business Hours are divided into Morning Afternoon Evening and Non business hours for each of the seven days of the week for each Greeting
36. page check box the call is parked and is transferred to the DN after all of the page retries are tried From the Page Type list select the page type you want to use internal zone overhead paging or both The default is internal zone From the Paging Zone list select a number from to 6 or All If you use a CallPilot system with a Compact ICS select a number from 1 to 3 or All The default is 1 If you use overhead paging this setting is ignored From the Page Retries list 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 is 1 In the Retry Interval box type The number of seconds between paging retries The retry time is measured from the end of the playback of the page The range is 5 300 seconds The default is 15 seconds CallPilot Manager Set Up and Operation Guide 96 Chapter 8 Working with CCR Trees 12 Click the Voice buttons for the Primary and Alternate prompts and record your primary and alternate recordings These recordings are played over the paging zone or overhead paging system followed by the park string For example if you record Electronics please pick up CallPilot can play Electronics please pick up 101 If you have not recorded Customized Digits the 101 is in the system voice If you have recorded Customized Digits the entire prompt is played in your voice For information about recording greetings see Recording greeting
37. path is visited Print the Custom Call Routing Report on the same day each week to obtain an accurate representation of CCR activity Note Do not run regular scheduled reports when data is being backed up or when there are a lot of users on the system If you run the reports during these times the reports will be incorrect If a CCR Tree is changed for example if it is saved or deleted the current usage statistics are cleared Generate this report before you modify a CCR Tree The CCR Tree Report shows for the previous seven days e the number of calls received by the CCR Tree e the number of times each node was visited e the Greeting Table from which the CCR Tree is referenced e the last seven days for which record collection is complete The day the report is generated is not included because data collection is not complete for this day e the most recent complete day in the left column e usage data as zeroes for dates prior to the last change date Statistics for the day of the change include only activity that occurs after the modification is made CallPilot Manager Set Up and Operation Guide 108 Chapter 9 CallPilot reports The CCR Tree Report shows the following Path The selections a caller makes to reach a node Usually the Home node is 0 although callers do not need to press a key to reach the Home node calls for each day Below each day is listed how many times callers accessed the node not inclu
38. private network that is created using SL 1 MCDN lines e The dialing plan of the private network must be CDP Coordinated Dialing Plan Note You must have a PRI enabler keycode and an Advanced Private Networking gt keycode for Private Networking Configuring your system for Centralized Voicemail Refer to your Norstar MICS Installation Guide for how to configure your CallPilot 100 150 system for Centralized Voicemail Note In the MICS documentation references to the NAM are also applicable to CallPilot 150 Configuring your CallPilot 100 150 system Configuring your CallPilot 100 150 system involves e Enabling External Initialization Redirect DN and network transfers on page 164 e Configuring lines to be answered by the Centralized Auto Attendant on page 165 CallPilot Manager Set Up and Operation Guide 164 Chapter 17 Setting up CallPilot 100 150 as a Centralized Voicemail system Enabling External Initialization Redirect DN and network transfers To enable External Initialization Redirect DN and network transfers 1 In CallPilot Manager click the Configuration heading and click the System Properties link The System Properties page appears NORTEL Help System Properties Voice Mail Version Max Outcalling Channels Enable Voice Mail Enable Group List Enable Trivial Password Checking Group List Leading Digit Minimum message length Enable Ex
39. reply translation 119 setting 120 Park and Page 36 node adding 94 Password locked out 46 147 default 38 expiry 46 incorrect lock out 46 Mailbox 45 Mailbox expiry 32 Operator 131 133 Operator default 131 trivial 45 troubleshooting 147 Password attempts in Class of Service 32 Password expiry in Class of Service 32 Path Custom Call Routing CCR 85 Port Usage Call Handling Report 108 Primary Language setting 114 Primary UI setting 114 Prime Set CallPilot Feature Compatibility 160 Private line CallPilot Feature Compatibility 160 Prompt exporting 59 importing 58 recording 54 59 Prompt language in Class of Service 32 Properties mailbox 33 R Recording Company Greetings 68 Customized Auto Attendant Menu prompt 72 greeting 59 prompt 59 regulatory information 2 Reply Feature troubleshooting 146 Reports CCR Tree Usage 107 Event Log 106 Fax Usage 109 Mailbox Information 104 Port Usage Call Handling 108 Resetting CallPilot 127 Restoring CallPilot information 127 Ringing Answer Button 151 Ringing line CallPilot Feature Compatibility 160 S Service Modes CallPilot Feature Compatibility 160 Set Relocation CallPilot Feature Compatibility 158 Special Prefix setting 114 Sub menu Custom Call Routing CCR 85 Subscriber Mailbox adding 41 System log downloading 124 System Properties Enable External Initialization 113 Enable General Delivery Mailbox 113 Enable Group List 113 Enable Ne
40. t aens nnana a na aa 103 TOn e a O aa i ee 103 To reset the statistics for all MADOKOS visa ssaastensscnvserssseasened sevtvasiieaseiraassarroeaetns 112 CallPilot system properties 00 cece eee eee eee eee eee 113 Dialing THANGIAUON orici Sides civce send prorade soninn ia sei 117 To set the Dialing Translation properties ccccesccceeeeesseeceeeeeeeeeeeeeeeseeeeeeeeeneeeeeeees 120 To buid a Dialing Translation Table scoorden een 120 To review Dialing Translation Table entries ccccceeessecceeeeeeeeceeeeesseeeeeeeeeseeeeeeess 121 To change an entry in the Dialing Translation Table ccccceeeeeeseeeeeeeeeeeeeeeeeeeees 121 To delete an entry in the Dialing Translation Table cccecesecceeeeeeseeeeeeeeeeeeeeeees 121 CallPilot Manager configuration ssasnnsnnnnnnnnrnnnnnne 123 To enable a keycode for Business Communications Manager cccceeeeeeeeeees 123 To enable a keycode for CallPilot 100 150 ccssscccesssseeeeesssnseeeesessneeeeesseneeeeeeees 123 TO view SHIEH PID BMG scrisscccsccsestcccnnresicorenmsscosemagicbeateetss cndusarecneemes vender ieceemens 123 WE SAP ACCESS Passwords ensani aa Aaea Ei A EENE 124 To set the unit address and identification properties tor CalPak 125 CallPilot Manager operations 000 0 c eee eee eee eee 127 Te reset CallPilet tor CallP Ot 100 150 iior eana 127 To reset CallPilot for Business Communications Manager
41. telephone 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 Callers are directed to the Auto Attendant unless you configured a CCR Tree See Planning a CCR Tree on page 83 for information about creating a CCR menu Auto Attendant overview Incoming call Auto Attendant answers Company greeting plays Auto Attendant Menu options play See Auto Attendant Menu on page 72 CallPilot Manager Set Up and Operation Guide 62 Chapter 6 Setting up the Auto Attendant Greeting Tables A Greeting Table stores the recordings that Auto Attendant plays to callers The Business Communications Manager has 99 greeting tables that can be assigned to individual incoming lines CallPilot100 150 has four greeting tables You can store a maximum of 250 Company Greetings with a Business Communications Manager CallPilot 100 150 stores a maximum of 100 Company Greetings Only four greetings can be assigned to a Greeting Table at one time You can assign the same four greetings to each table or you can assign unique greetings to each table NORTEL Greeting Table 1 Setup Morning Afternoon Evening non Business Greeting 1 2 x ER 4 x CCR Tree None None None None Disable DN i Dialing Monday 2 00 AM 2 00PM 6 00 PM 6 00 PM eg 12 00 AM Tuesday 12 00 AM 2 00PM 6
42. the Company Directory property for the mailbox is set to Yes Refer to Changing mailbox settings on page 46 Calls are answered by the wrong mailbox Verify the correct extension is assigned to the mailbox A mailbox cannot be added to CallPilot Manager Ensure that the mailbox is not already added Mailbox numbers must be unique Check that the number of mailboxes on your system has not been exceeded If you have exceeded the number of mailboxes you can purchase a software authorization code to add more The maximum number of mailboxes are CallPilot 100 40 CallPilot 150 300 Business Communications Manager 998 CallPilot Manager Set Up and Operation Guide 148 Chapter 15 Troubleshooting CallPilot 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 button The DTMF dialing tone sent to CallPilot indicates you have finished entering your password Some voice patterns are the same as DTMF di
43. the Submit button To create a Home Mailbox node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Create link for the CCR Tree you want to create The New CCR Tree page appears From the Create Options option select Home Mailbox Node Click the Submit button The CCR Tree Properties page shows the new CCR Tree The default mailbox for a Home Mailbox node is the General Delivery Mailbox Click the Change link for the CCR Tree The CCR Mailbox Node Properties page appears In the Mailbox Number box type the extension of the mailbox you want calls to transfer to CallPilot Manager Set Up and Operation Guide 90 Chapter 8 Working with CCR Trees 7 Click the Submit button Copying a CCR Tree If you want to create a CCR Tree that is similar to another tree you can copy a CCR Tree This saves you programming time because after you copy the CCR Tree you can change the necessary nodes To copy a CCR Tree 1 Click the Custom Call Routing heading The CCR Tree Administration page appears 2 Click the Create link for the CCR Tree you want to create The New CCR Tree page appears Click the Copy of tree option From the Copy of tree list box select the number of the CCR Tree you want to copy Click the Submit button The CCR Tree Properties page appears 6 Click the Change link for each node that you want to change the properties of After you make the changes to the CCR T
44. the names and addresses that appear for CallPilot Manager in browser windows and in the network environment Configure CallPilot network settings through CallPilot Manager only if you use CallPilot 100 150 If you use a Business Communications Manager you configure CallPilot network settings through Element Manager N0027247 Chapter 12 CallPilot Manager configuration 125 To set the unit address and identification properties for CallPilot 100 150 1 2 9 Click the Configuration heading Click the Unit Address Identification link The Unit Address Identification page appears In the Host name or IP Address box type the Internet address or FQDN Fully Qualified Domain Name of your CallPilot server If you type in an FQDN name make sure that you also enter the DNS configuration in steps 6 and 7 If you want to reset the IP address to the factory default click the Reset to Defaults button In the Subnet Mask box type the subnet mask address In the Primary DNS box type the IP address of your network s primary Directory Name Server The Primary DNS field is optional if your system is in a non DNS environment where you use only IP addresses and no FQDNs In the Secondary DNS box type the IP address of your network s backup Directory Name Server The secondary DNS is optional In the Default Gateway box type the IP address of your network s gateway server The default gateway is optional Click the Submit button 10
45. there is no answer the caller cannot invoke the Camp On feature Advise the caller to wait a few moments and try the CallPilot extension again N0027247 Chapter 16 CallPilot configuration tips 159 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 six rings Assign a Greeting Table to each line that is to be 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 phantom messages in the General Delivery Mailbox and prevents CallPilot ports from being occupied 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 Hold A mailbox owner cannot put a session on hold If the hold button is pressed during a CallPilot programming session CallPilot disconnects except if Automatic Hold is
46. wav format if you want to edit the sound file on your computer To export a previously recorded greeting prompt or name 1 2 Click the Voice link At the Export option click either the Native Encoding or WAV Encoding link The File Download dialog box appears Click Save this file to disk and click the OK button The Save As dialog box appears From the Save in list box navigate to where you want to save the file and click the Save button CallPilot Manager Set Up and Operation Guide 60 Chapter 5 Recording greetings prompts and names N0027247 61 Chapter 6 Setting up the Auto Attendant About the Auto Attendant The Auto Attendant can answer your company s incoming telephone calls from an external user The Auto Attendant plays 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 The Greeting Table parameters control the Auto Attendant Greeting Table parameters include custom prompts and whether outside callers hear the Auto Attendant menu or a Custom Call Routing menu You can specify which greetings play for particular calls For example you can program the system so that callers hear one greeting when they call the sales number and a different greeting when they call the customer support number The Auto Attendant Menu offers callers a range of options that they can select using the dialpad of their
47. you build a Dialing Translation Table you can change the Input and Output values of the entries at any time To change an entry in the Dialing Translation Table 1 Click the Configuration heading 2 Click the Dialing Translation Table The Dialing Translation Table page appears 3 Click the Change link for the value you want to change The Dialing Translation Setup page appears In the Output Value or the Input Value box type the new value Click the Submit button Repeat to change any other entries in the Dialing Translation Table 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 refer to Reviewing Dialing Translation Table entries on page 120 To delete an entry in the Dialing Translation Table Click the Configuration heading 2 Click the Dialing Translation Table link The Dialing Translation Table page appears 3 Click the Delete link for the Dialing Translation entry you want to delete A message appears that asks you to confirm the deletion 4 Click the OK button CallPilot Manager Set Up and Operation Guide 122 Chapter 11 Dialing Translation N0027247 123 Chapter 12 CallPilot Manager configuration Enabling keycodes You can enable keycodes to increase the number of mailboxes on your system or to enhance your system with options such as Fax and Message Networking Contact your servi
48. your system documentation Assign alternate extensions to subscribers who need to have two or three extensions on the same system For example an engineer may have a lab phone and a desk phone When you set up the mailbox assign the lab phone as the alternate extension When the engineer is in the lab they see Message Waiting Indication when they receive a message on their primary extension and they can log on and hear the message in their mailbox Only an extension without a mailbox assigned can be used as an alternate extension There are no default alternate extensions programmed for Subscriber mailboxes Alternate extensions receive the same Message Waiting Indication as the primary extension Mailbox owners can use the Open Mailbox feature Ce J Q J 8 _ from alternate extensions Subscribers can use the Interrupt feature Ce J Q 8 J Z from the alternate extension the same way as on the primary extension If you use telephone administration and delete the primary alternate extension using Q B the second alternate extension is automatically deleted For more information see the CallPilot Telephone Administration Guide Express Messaging Line When you create a Subscriber mailbox you can assign an Express Messaging Line to it if the subscriber wants to have fax and voice calls go to their Subscriber Mailbox without ringing at their extension Callers hear the mailbox greeting and can leave voice and fax messages
49. 3 4 5 6 or All The default is 1 If the paging type is overhead paging this setting is ignored from the Page Retries box select 0 1 2 3 4 or 5 The default is 1 in the Retry Interval box enter the number of seconds between paging retries The range is 5 300 seconds The default is 15 seconds Click the Submit button Adding an Information mailbox Assign all Information mailboxes numbers that begin with the same digit This helps you identify the mailbox type To add an Information mailbox 1 2 Click the Mailbox Administration heading Click the Add Mailbox link The Add Mailbox page appears In the Mailbox box type the mailbox number From the Mailbox Type list box select Information Click the Submit button The Information mailbox screen appears for the mailbox CallPilot Manager Set Up and Operation Guide 44 Chapter 4 Working with mailboxes 6 Inthe Last Name and the First Name boxes type a name for the mailbox The combined characters for the last name and the first name can be a maximum of 15 characters Do not create a name that starts with the number 1 for example 1Info 7 From the Class of Service list box select a Class of Service 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 8 Select the Display
50. 3 PRP IN csc 5 sense seh ee hoc nee ct hy Shae ance ee cane EE ee ae mea ew 15 PONS ink cans Saabs Sse Bad Bom ar r ENE ox eS Ne aaa anid Reng aint core nn sales 15 Symbols and 1X Conventions 2 soi csans ease ke dee reas ek EREADER RAER N 16 About Nortel Business Series Terminal telephone buttons 18 RAUCOUS El eo 2ctsacS Saco coments aapetiod Wi aniens ENEE Sak aru tesa ao Bean gt adios 18 Related Publications 2 cncce ceicasencaaes donee dente eeeeeedeternnee news 19 Chapter 2 Using CallPilot Manager 2 26 66 ccscdnccvectescas csv ce suecurceues 21 Requirements for CallPilot Manager 0 06 cence eee 21 Starting CallPilat Manager s 20 02208 cacecdaneagedencewederesedasee deans 22 About the CallPilot Manager interface 000 cece eee 24 Sete WHOA a scdieeusnodebawennss Pe eeheeneeneede eit seenae ges 24 Resetting the System Administrator password 00 0c eee nee ees 25 Chapter 3 CalIPilot mailboxes 22 cis cccccccssracssearsesiaseesescessaceaes 27 About inslaling HAINOKES cocndeerd eee ganpadekeered Abad eds eeenaaews 27 System Administrator Mailbox 1 2 0 0 esana 27 General Delivery Mailbox 0000 annaa 28 Subscriber MAIDOXGE o srrrerasterris rior ee Re Re RS EA RRRES BASEN Rew ERR ES 28 Guest MADOG o coniocdeo dessa edes agees dad teu pearseendeetedeae whe be 29 INGRAM mMalDox S sani sie ds Rete hs Ck eed ome de bes 30 Mailbox Class of Servic 2ccucaesc eek w riid tee eee EEEE SES
51. 34 Make Directory Available setting 114 Maximum Outcalling Channels setting 113 Message length in Class of Service 32 Message Networking 14 Message Waiting Notification 34 Messages CallPilot Feature Compatibility 160 Modem access password 124 N Name dialing disabling 69 Name Prefix setting 114 Name recording in Company Directory 38 Network settings 124 Default gateway 125 DNS 125 IP Address 125 network identification settings 125 Subnet Mask 125 unit address 125 Networking in Class of Service 32 Next Action Disconnect 92 Home 92 Previous 92 Night Service CallPilot Feature Compatibility 160 Node changing 101 deleting 101 Home Information 88 Home Mailbox 89 Home Transfer 89 Information 91 Mailbox 92 Menu 91 Park and Page 94 Transfer 93 O Off premise Message Notification 174 and outdial type 34 for Subscriber mailboxes 48 in Class of Service 32 in Mailbox Information Report 105 number of attempts 32 retry intervals 32 troubleshooting 146 Operator password change 133 changing 131 Operator settings changing 129 Operator Status 129 132 default extension 130 134 setting 132 Outbound Transfer and outdial type 34 174 for Subscriber mailbox 48 in Class of Service 32 in Mailbox Information Report 105 in Port Usage Call Handling Report 109 troubleshooting 146 N0027247 Index 181 Outdial type 34 P Parameters access code 119 area code 119 long distance access code 119
52. 59 Setting up the Auto Attendant 000 c eee eee eee 61 Toaddan ontto th HONS Cleanse 64 To change an entiy in the Holiday LIST sccsresisicascbsausdaaassdnssasaapiasiadastinnstestipadiensieaasaaarene 67 To delete an entry in the Holiday List ssiri 67 To record a Company Carnet sredici ia a 68 To assign greetings to a Greeting Table uisssvssccsccsssscerssvrsesensscdssvenasscessecnssesndeenasseny eve 69 TOSTE NENE 1 518 G e n ren treme errr rr rete ete err 70 To assign a Greeting Table AMSA sisi iicisiisasceas idasvveics ea decassabeivorsstenivaecsdiiadeinssieedaee 70 TE SSSION a language preferen sisiistissnerssiaaaceshosaisnusabsaidseansisaieceentaaanaaassagaainennse tide nhna 71 FO assigni a monu repeat KOy sccscer acess Raxderneener mentees aati mente mace ImeTtEaIES 71 Te Facord a Custom Menu prompt csiscecsreasissresaasccvesepaaxienechanetegebsaadacetepndtenciseaavdestenen 72 To set the Auto Attendant PrOpemles issssriiraniisrnen iin 73 To add a telephone number to the CLID Routing Table cccceceeeseeeeeeeeeeeeteeeee 78 To change a telephone number in the CLID Routing Table ccccssceecessssteeeeeees 79 To delete a telephone number in the CLID Routing Table cccceseeeeeeteeeeeeetees 79 To ET UIs answering Tor One lino sc ccs cahces ees ia laa evsiiacan dees a iaa 80 CallPilot Manager Set Up and Operation Guide 4 Task List To configure answering for Several lIN S cccece
53. Attendant 71 Assigning a language preference After you assign greetings to the Greeting Table assign the language preference You can change the language preference any time You can set the language preference for a Greeting Table This setting determines which language the Auto Attendant uses when answering incoming calls If you have not selected the CallPilot Bilingual Option you do not need to select a language preference in the Greeting Table To assign a language preference 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Click the Change link of the Greeting Table you want to set up From the Language Preference list box select Primary to use the Primary Language or select Alternate to use the Alternate Language 5 Click the Submit button Assigning a menu repeat key Choose a digit that lets callers 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 choose 0 as the Menu Repeat Key it prevents callers from being able to revert to the Auto Attendant in favor of Menu Repeat To assign a menu repeat key Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Click the Change link of the Greeting Table you want to set up From the Menu Re
54. CR Tree Properties page appears Click the Menu link The new Menu node appears on the CCR Tree Properties page Click the Change link for the Menu node The CCR Menu Node Properties page appears In the Caption box type a caption for the node To record the Primary and Alternate prompts click the Voice button and follow the steps in Recording greetings prompts and names on page 53 to record a prompt from your computer or follow the steps in Importing greetings prompts or names on page 58 to select a previously recorded prompt Click the Submit button Adding an Information node An Information node is an Information mailbox that you add to a CCR Tree An Information mailbox can give callers information such as specials company events business hours or price lists To add an Information node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link for the CCR Tree that you want to add an Information node to The CCR Tree Properties page appears Click the Information link The new Information node appears on the CCR Tree Properties page CallPilot Manager Set Up and Operation Guide 92 Chapter 8 Working with CCR Trees 8 Click the Change link for the Information node The CCR Information Node Properties page appears In the Caption box type a caption that describes the information for example Store Location and Hours From the Destination l
55. Delete The status of items in the Holiday List can be Unused a holiday that you have not yet configured Today a holiday that matches the system date If a holiday occurs on the day you access the Holiday List the status is shown as Today The holiday name appears in bold in the lower left corner of the Holiday List like Spring Festival shown in this example Repeating a holiday you have configured to recur every year Pending a holiday configured to take place once in the future Expired a holiday configured for the past that will not recur You can delete the holiday or open and edit it so it applies to the upcoming year N0027247 Chapter 6 Setting up the Auto Attendant 67 To change an entry in the Holiday List 1 Click the Auto Attendant heading The Lines Administration page appears 2 Click the Holidays link The Holiday List page appears 3 Click the Change button for the Holiday you want to change the properties of The Holiday Setup page appears Change the properties of Greetings CCR Trees Hours and so on Click the Submit button To delete an entry in the Holiday List 1 Click the Auto Attendant heading The Lines Administration page appears 2 Click the Holidays link The Holiday List page appears 3 Click the Delete link for the Holiday you want to delete A message appears that asks you to confirm the deletion 4 Click the OK button About Company Greetings Before you r
56. ERINEDES E RS 90 Adding nodes to the Home node 200 nose tees eee de ade bs kh dawe ceeded ease 90 PON a MeN NOTE lt crtneoresiieeia Soe cehennedede pada teat Seeene news 91 Adding an Information NOMS i cch sc dais aero dese ibd se hea dee Conse e ees 91 Adding a MADOX NOGE ie ian wera ae Ce arnt es ee wed cece Rie EEEE hak ae oe Roan Sa 92 Adding a Transfer NONE osas c scien seco oe RROD RE EER REDE ret kritis 93 About transfers to external numbers 0 00 cece eee eee eee 93 OGG a Parkand Page NOUS scedaderiassepedeeee need sable hedind aaa ee eure 94 Creating Customized Digits recordings 0 0c cece eee 97 Assigning a CCR Tree to a Greeting Table 0 0 00 cece eee 98 Making a CCR Tree a destination in the CLID Routing Table 98 Testing a COCR Wee se5 tccaceaineiead tatoe dade iebintasedos A bests 98 One bitten access to COR WSS cc cided cae Coe ate eR eadee nuded 99 Disabling a COR Tite csccccake sede e eee eee tee Sah Gee eee beac eee ee eae 100 PACING UMN Sad Cee be ek eee e RGA Shee eM oR ee a eee eles 101 DElGINOS WOOD ob acne onnwe dee ea reas Nee S deRey MORE NADEN Mh ROKR ES KEE 101 Deleting a COR TEE ccc cctce weet echedn eevee eee eee iaka ee Peewee dene 101 Chapter 9 CAlPHOLORONS 6 sie6 cies nds eas srise ses dee eee ridit kainen 103 About CallPilot RONG s ssrirssrcersr essit RENEE REEL RRE RES REA 103 Generating SMOG 325 c esiatisledeigat i aeseaaeks eR5S4de eens eaae 103 Type ONION
57. Feature Compatibility ATA 2 and ASM 157 Camp On 158 Delayed Ring Transfer DRT 159 Disconnect Supervision 159 Do Not Disturb DND 159 Hold 159 Intercom numbers 159 Language choice 159 Messages 160 Night Service 160 Prime Set 160 Private line 160 Ringing line preference 160 Service Modes 160 Set Relocation 158 Transfer Callback 161 CallPilot features Auto Attendant 13 Fax Answering 13 Voicemail 13 CallPilot Manager backing up and restoring 127 browser requirements 21 computer requirements 21 interface 24 reports All Mailbox Activity 106 CCR Tree Usage 107 Directory 103 Event Log 106 Fax Usage 109 Mailbox Information 104 CallPilot Manager Set Up and Operation Guide 178 Index Message Usage 112 Port Usage Call Handling 108 System Configuration 110 starting from Business Communications Manager 22 starting from CallPilot 150 22 system requirements 21 CallPilot options Contact Center 14 Desktop Messaging 15 Fax 14 Message Networking 14 Unified Messaging 15 CallPilot UI setting 114 Camp On CallPilot Feature Compatibility 158 Canadian Pronunciation setting 114 Caption greeting 55 58 CCR Tree assigning to a Greeting Table 69 98 building 87 copying 90 deleting 101 designing 84 disabling 100 Home Information node adding 88 Home Mailbox node adding 89 Home menu node adding 88 Home node prompt 87 Home Transfer node adding 89 Information node adding 91 Mailbox node adding 92 making a destination i
58. Message Notification for internal extensions only e Outbound Transfer for internal extensions only When you assign an Outdial type all dialing is done according to the outdial method you specify Dialing restrictions can be applied to any valid extension on the system If you set the Outdial type to anything but None there is a potential for unauthorized long distance dialing You can prevent this by establishing outdialing restrictions 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 8 jf and immediately be logged on to their mailbox They do not have to enter their mailbox number or password The telephone from which subscribers use Auto Login must be their primary or alternate telephone Auto Login is disabled by default N0027247 Chapter 3 CallPilot mailboxes 35 Alternate extension You can assign up to five alternate extensions to each Subscriber mailbox If a caller dials the main extension the primary extension for the mailbox that has alternate extensions assigned the call rings at the main extension only Note The exception to this is when alternate extensions are assigned an Answer DN for the main extension If you assign Answer DNs calls ring at all the extensions Answer DNs are assigned to extensions in system programming For more information refer to
59. Reboot your system for the settings to take effect CallPilot Manager Set Up and Operation Guide 126 Chapter 12 CallPilot Manager configuration N0027247 127 Chapter 13 CallPilot Manager operations Backing up and restoring CallPilot information You can back up CallPilot Manager information if you use CallPilot 100 150 If you use Business Communications Manager you back up the system using the Element Manager Backup and Restore For information on how to back up and restore CallPilot Manager information for Business Communications Manager refer to the Business Communications Manager Administration Guide for CallPilot 100 150 refer to the CallPilot 100 150 Installation and Maintenance Manual Resetting CallPilot You can reset CallPilot settings back to the factory default Resetting CallPilot settings removes all mailboxes messages contents and programming except for keycodes The keycodes are not removed If you are resetting CallPilot 100 150 you can keep the systems IP Address Subnet Mask and DNS settings To reset CallPilot for CallPilot 100 150 1 2 Click the Operations heading Click the Reinstall link A message appears that asks you to enter your System Administrator password to continue Type your System Administrator password in the box and if you want to keep the system s IP Address Subnet Mask and DNS settings select the check box Click the Submit button to continue A mess
60. Receptionist or designated Operator that indicates to CallPilot when an Operator is available to answer calls ATA 2 A Nortel product that connects an analog device such as a single line telephone or a fax machine to your system Auto Attendant The CallPilot answering service that answers incoming calls with a Company Greeting plays a list of options to a caller and performs call routing functions in response to caller selections Blind Call An incoming call that transfers directly to the extension requested Broadcast Message A message that can be sent by the System Administrator Broadcast messages play on all mailboxes initialized with CallPilot Broadcast messages are not sent to Information or General Delivery mailboxes CallPilot Manager Set Up and Operation Guide 170 Glossary Business Status A setting that overrides the schedule of the Greeting Table and plays the Non business greeting until turned off 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 voicemail Auto Attendant and call handling capabilities CallPilot includes voicemail Auto Attendant Custom Call Routing and Fax Answering features CallPilot also has optional features such as Fax Contact Center Desktop Messaging and Messaging that enhance your communications What options
61. The system waits for a caller to respond If a response is not received the caller is transferred to the Receptionist or designated Operator If they are not available the caller is automatically transferred to the General Delivery Mailbox The caller is transferred 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 Greetings play at the wrong time of day There are five possible causes for this problem e The Business Open setting is not selected Select the Business Open check box Refer to Changing the Business Open setting on page 129 for information e The wrong greeting numbers are assigned to the Greeting Table e The business hours are set incorrectly e The system time and date are incorrect for your system e The wrong greeting numbers are assigned in the Holiday Schedule CallPilot Manager Set Up and Operation Guide 146 Chapter 15 Troubleshooting CallPilot External callers hear the wrong greeting If external callers hear the wrong greeting for example callers who dial the sales number hear the service greeting you must reassign lines to the Greeting Table Refer to Configuring line answering on page 80 A telephone cannot be forwarded to the system If you try to forward your incoming calls to the sys
62. When pressed these options can route a caller to a sub menu an Information message a Leave Message option Park and Page or transfer to an extension Information mailbox A mailbox that plays an informative message to callers The message can describe goods or services available from your company The Information mailbox does not store 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 You must create an Information mailbox before you can add the Information message option to a CCR Tree N0027247 Glossary 173 Initializing a mailbox Preparing a mailbox to receive messages Initializing a mailbox includes changing the mailbox default password recording a Company Directory name and recording Personal Mailbox Greetings Initializing CallPilot Specifying the CallPilot settings for mailbox number length and language preference Leave Message Feature 980 the feature code used to leave messages in CallPilot mailboxes Leave Message option The Leave Message option on a CCR Tree provides callers with access to a mailbox so they can leave a message When they select this option the caller automatically transfers to a mailbox to leave a message Level The Home Menu is on Level 0 As sub menus are added the caller progresses through the leve
63. a vbk file only if the client is or has been previously connected to the CallPilot 100 150 to perform Desktop Messaging This client will not function to convert wav files or record vbk files if only the CallPilot Player is installed e CallPilot Player 2 5 should perform wav to vbk conversion and record a vbk file either as a stand alone installation of CallPilot Player or as a mail client that has been connected to the CallPilot 100 150 For information on how to install CallPilot Player see the CallPilot 100 150 Desktop Messaging Installation amp Maintenance Guide To record a greeting prompt or name as a vbk file 1 Open the CallPilot Player The CallPilot Player appears Go to end of Position in message message F Duration of IH CallPilot Player _s l x message File view Actions Help i a bd Play Replay 00 00 MORTE 00 00 NETWORKS Status Stop m jaa 44 b gt gt Ready Play message F TE i kK _ x Play message Record Volume Goto start Skip kip Adjust from computer of message back forward speed On the CallPilot Player click the Computer icon to select Computer Playback Click the Record button to begin recording N0027247 Chapter 5 Recording greetings prompts and names 57 N Oo oO Ff Record your greeting name or prompt into the microphone After you finish recording click the Stop button To listen to the prompt or greeting click the Play Replay button
64. a 163 Configuring your CallPilot 100 150 system 0 0 00 ee 163 Enabling External Initialization Redirect DN and network transfers 164 Configuring lines to be answered by the Centralized Auto Attendant 165 Centralized Voicemail notes 0 00 eee 165 Appendix A Default configuration valueS 000 cece e eee 167 GIOSSONY coho dd a Hebe hone odds 0s SREREN SERRE ARERR OES OSE eee EDS 169 i ee ee errr TT errr rrr rrr errr TT rr Tree rrr Tre 177 CallPilot Manager Set Up and Operation Guide 12 Contents N0027247 13 Chapter 1 Getting started About this Guide The CallPilot Manager Set Up and Operation Guide describes how to set up and operate CallPilot on a Business Communications Manager and CallPilot 100 150 This guide also explains how to record Broadcast and Information messages About CallPilot Manager CallPilot Manager is a Web based application that you use to set up and administer 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 voicemail Auto Attendant and call handling capabilities 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
65. 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 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 CallPilot 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 If you use Customized Digits your Customized Digits recordings are used to play
66. able entry 0 000 eee eee 121 Deleting a Dialing Translation Table entry 0 2 2 0 cee ee ee 121 Chapter 12 CallPilot Manager configuration 200 e eee eee eee 123 Ena KeyGOURS 2 4 dkee wy iceeyieeGien eons ee bode a had ened EARNE weer 123 Viewing switch properties 2acc ces outers dane hear eeeese AS4 eae ee treda 123 Gregting ACCESS PASCWOMS oiicxtadus inniit tee Dowd nnne eee ee cee ibaa 124 Configuring CallPilot network settings 0 00 60 e eee eee ee 124 Chapter 13 CallPilot Manager operations 006 c eee eee eee 127 Backing up and restoring CallPilot information 00000 eee eee 127 Resetting CallPilet ccccseeauaescsGe ead skiera siege oesen bender ede s ede 127 Changing the Operator settings 00 00 eee tees 129 Setting the Auto Attendant Status 000000 eee 129 Changing the Business Open setting 0 0c cece eae 129 Changing the Answer Lines Status 0 0 00 ccc eee eee 130 Changing the Attendant default extension 00 ccc eee eee 130 Resetting the Operator password 200 cee eee eee 131 N0027247 Contents 11 Changing CallPilot Manager settings from a remote telephone 131 Changing the Operator settings from a telephone 000 c eee eee eee 132 Setting the Operator status 0 0 00 ccc eae 132 Changing the Operator password 0 0 0 cece eae 133 Changing the Operato
67. abled by default Call Screening Call Screening lets mailbox owners 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 mailbox owner 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 Auto Attendant or Custom Call Routing CCR but not to calls that are routed from a CCR Tree Transfer node Call Screening also does not apply to internal calls or calls that are 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 setting for Call Screening is No which means that unless subscribers have CLID they cannot determine who is calling before they answer the call Mailbox Restrictions You can control how a subscriber accesses a mailbox If you select the Enable Mailbox Restrictions check box 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
68. age appears that says that the reinstallation is in progress When the reinstall is complete the Login page appears After you log on the Quick Installation Wizard appears CallPilot Manager Set Up and Operation Guide 128 Chapter 13 CallPilot Manager operations To reset CallPilot for Business Communications Manager 1 Ona telephone on your system press 9 jeje Psu 2 Enter the Operator password and press Ok RETRY os The default password is 6 7 GJ 2 8 6 7 Operator Choose oFbLior Press OPER OPER PODE This option appears if you have Contact Center installed If you do not go to step 4 Atdt avail H 4 Press CHHG HEAT Pswd 5 Type the password 7 8 4 6 7 8 J 6 6 Reinstall RETRY Ok ett tt tts 6 Press OK RETR Ok Reset database 7 Press YES WES NO J Resetting 8 A message appears that says that the reinstallation is in progress System ready 9 When the reinstall is complete the displays shows System ready J The next time you log on the Quick Installation Wizard appears N0027247 Chapter 13 CallPilot Manager operations 129 Changing the Operator settings Setting the Auto Attendant Status When your company Receptionist or Operator is available to respond to callers set the Auto Attendant Status to Yes When your company Receptionist or designated Operator goes for a break or leaves in the aft
69. ailboxes do not accept messages A mailbox does not accept messages if e itis not initialized e CallPilot message storage capacity is full Messages are removed from a mailbox If messages are being removed check the message retention period in the mailbox Class of Service To check the Class of Service refer to Viewing or editing a Class of Service on page 47 A mailbox owner lost the mailbox password A forgotten password cannot be recovered The password associated with the mailbox must be reset to the default password 0000 After a password has been reset to the default the mailbox owner must change it to use the mailbox To reset a password refer to Changing mailbox settings on page 46 A mailbox owner 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 unauthorized access Contact your administrator for assistance The mailbox cannot be opened again until you reset the password To reset a password refer to Changing mailbox settings on page 46 A mailbox is not in the Company Directory Verify the mailbox is initialized If the mailbox is not initialized it does not appear in the Company Directory Verify
70. aling 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 button the recording session ends Correcting Talk Off requires adjustments to your CallPilot system Call your advice line for more information This can also occur if a message that is left is too long 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 A CCR Tree cannot be deleted A Tree cannot be deleted while it is in use A CCR Tree is in use if it is referred to in a Greeting Table Note For more information about deleting the Tree refer to Deleting a CCR Tree on page 101 Leave Message mailbox for a CCR Tree is full The mailbox is equipped with a Never Full Mailbox feature which lets a caller leave a message in the mailbox even if the mailbox is full The message is stored but 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 refer to Viewing or editing a Class of Service on page 47 Interruptions while building or changing a CCR Tree If you press CC by mistake if there is a power outage if the system time
71. allers to an extension or external number e a Mailbox node that sends callers to a mailbox Note A Park and Page node cannot be a Home node Callers navigate through the CCR Tree using their telephone keypad to respond to prompts While they listen to a menu callers can e choose a menu option by pressing a single digit e transfer to an extension by entering the extension number e transfer to a mailbox by pressing and the mailbox number e use the Company Directory by pressing e transfer to the operator or paging system e switch languages N0027247 Chapter 7 Custom Call Routing 83 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 Planning a CCR Tree To plan a CCR Tree Identify the frequently called departments and extensions Determine which goods and services you want to promote in Information mailboxes Create mailboxes callers can leave messages in Decide what type of Home node you should create Determine destination types Configure park prefixes and page zones if you want to use Park and Page N Oo oO FP WN
72. ame box type the mailbox owner s last name The last name can be a maximum of 15 characters Do not create a name that starts with the number 1 for example 1Smith In the First Name box type the mailbox owner s first name The first name can be a maximum of 15 characters From the Class of Service list box select a Class of Service N0027247 Chapter 4 Working with mailboxes 43 10 11 12 13 14 15 16 17 18 19 Select the Display In Directory check box if you want the mailbox owner s name to appear in the Company Directory Do not select the Enable Message Waiting check box From the Outdial Type list box select an outdialing type For more information refer to Outdial type on page 34 Do not select the Enable Auto Login box Leave the Alternate Ext 1 Alternate Ext 2 Alternate Ext 3 Alternate Ext 4 Alternate Ext 5 check boxes blank Ensure the Enable Call Screening check box is clear Guest mailboxes must have blind transfers If you want to assign an Express Messaging Line to the Guest mailbox type the line number in the Express Messaging Line box If the subscriber wants to use the Express Messaging Line to accept faxes only and not voice messages select the Fax Only check box If you want to assign Park and Page to the mailbox a from the Page Type box select Internal Zone Overhead Paging Both or None The default is none b from the Paging Zone box select 1 2
73. amming in the CCR Tree section of the CallPilot Programming Record To build a CCR Tree 1 Create the Home node The Home node can be a Menu node an Information node a Transfer node or a Mailbox node e if you want to give callers a list of options create a Home menu node e if you want callers to hear an announcement and then be disconnected create an Information node e if you want callers to transfer to an extension or external telephone number create a Transfer node e if you want callers to be sent to a mailbox to leave a message create a Mailbox node that is assigned to a Subscriber mailbox You can also save programming time by basing a new CCR Tree on another Tree and changing the nodes For more information refer to Copying a CCR Tree on page 90 2 Assign the CCR Tree to a Greeting Table You can assign a CCR Tree for each time of day 3 Test the CCR Tree Creating a Home node Begin to build a new CCR Tree by creating a Home node Creating a Home Menu node Create a Home menu node if you want to give callers a list of options You must create a Home Menu node if you want the CCR Tree to have more than one node CallPilot Manager Set Up and Operation Guide 88 Chapter 8 Working with CCR Trees To create a Home menu node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Create link for the CCR Tree you want to create The New CCR Tree page appears
74. are available to you depends on what system you use Call Screening If you change the mailbox transfer option to Screened subscribers can listen to a recording of the caller s name before accepting a call CCR See Custom Call Routing Channel configuration The number of channels on the CallPilot unit designated for outdialing Class of Service A Class of Service COS defines the values for the special features of a mailbox When you add a mailbox you choose a Class of Service that provides the level of service appropriate for the subscriber A mailbox cannot be added without a Class of Service Company Directory An internal list of the names of subscribers with initialized mailboxes designated to appear in the directory Configuration The tasks involved in setting up 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 COs See Class of Service N0027247 Glossary 171 Custom Call Routing Call Paths that let callers select options to direct their calls along paths you create Default The parameters preset for CallPilot Destination On a CCR Tree the Destination determines where callers are directed after they listen to information or leave a message in a mailbox The Destination types are e Previous retur
75. ary 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 N0027247 Chapter 16 CallPilot configuration tips 155 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 JQ 0 J and Open Mailbox J Q 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 callers use Custom Call Routing to route their call 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 Ston
76. aseraceseacieerasseseanesi ase sen 27 To miualize a MNOK Sener eee errr certs rere ee rere prt ferret nr tee chert rerr er air ee aaeey errr seere rte 38 To check which mailbox interface YOU USC cccccsccceeeeesseceeeeeeeeeeeeeeeeeeneeeeeneneeeeeeetees 39 Working with mailboxes 26 cace sence sk eee naan aw nana cae nae naa we 41 Toadda Su ubsciber ION sess sce pants cert cans iorstcpaas ENE EE E 41 Teac a Guo MADOR ereraa N tee ice eer N E eee anne 42 Toadd an We AA OR MADOX sisirin sisii 43 To add Uris aS MADOG urease 45 Toros a malb pa o WO css Seca coiucs deus ateaunscceeebacwaanmatianvadae apamtadaaiamnanaeat pucteeesaunsicueine 47 ieee rege ewe eee melee ea eee peer ere eer rer Pre ee ree ere recreate reer rere epee ree 47 Toedta Odes oi SaNi Peer Meee mart ere Pe ern a ser rece errr tere rete 47 To dobte PI encsi read ses aA hes lest ies asl at aaia E Aaa 49 Toad a Crone Labenna A 51 To hange a Group DET as tay eee aSa AA E ee E T 52 Recording greetings prompts and names 00eee eee ee eee 53 To record a greeting prompt or name using a telephone handset ccceeee 54 To record a greeting prompt or name as a Vbk fil ee eeeeeeceeeee eee eeeeeeeeneeeeeeeeeeeeeees 56 Toco ota Fay Bile 1G ee OIG TING aaa ey To import a previously recorded greeting prompt OF NAME eee eeeeeeeeeeeeteeeeeeeeaes 58 To export a previously recorded greeting prompt OF NAME eee eeeeeeeeeteeeeeeeetteeeeeeeee
77. asy to operate and produces top quality fax images at an affordable price Using an Information node as a Home node You can program the Home node to play an Information node 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 node the caller disconnects at the end of the message The other destination types do not apply For more information about destination types refer to Destination on page 85 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 Home node message 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 R To place an order press 1_ To add your name to our mailing list press R To reach our sales department press 8 To speak with the receptionist press 0 N0027247 Chapter 7 Custom Call Routing 85 Sub menu 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 pr
78. before dialing the number The Dialing Translation Tables are necessary only for the Reply feature CallPilot does not require the tables to function normally The Reply feature is used when subscribers reply to a message either by pressing a Reply display button or responding to a voice prompt 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 local 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 can function without a Dialing Translation Table except that the Reply feature cannot be used 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
79. bers who use the Norstar Voice Mail interface must press Q after listening to the message Subscribers who use the CallPilot interface must press Mt 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 multiple When configuring lines CallPilot can be designated 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 ring CFNA is not activated Ringing line preference Ringing lines programmed 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 158 Call Forward All Calls CFAC on page 158 and Answer buttons on page 157 Selective Call Forward Refer to Do Not Disturb DND on page 159 Service Modes With the Service Modes feature you can program the system to forward all incoming calls to CallPilot during specific time periods such as lunch time or non business hours CallPilot answ
80. bles 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 To set the Business Status 1 Press eJBJEBJ Pudi 2 Enter the Operator password and press OK RETRY Ok Choose option 3 Press OFER OPER MODE This display appears if you have Contact Center installed If you do not have Contact Center installed go to step 4 Atdt avail 4 Press HEXT CHHG HET Business openi H 5 Press CHHG to toggle between Y and N CHHG MEST 6 Press to end the session CallPilot Manager Set Up and Operation Guide 136 Chapter 13 CallPilot Manager operations Changing greetings or the Business Status from a remote telephone You can change a greeting or the Business Status from the dialpad of an external tone dial telephone You must perform administration from the System Administrator Mailbox Norstar Voicemail Interface From an outside tone dial telephone call the System Administrator mailbox During the greeting press or if you are in Europe or Australia press 88 Enter the System Administrator Mailbox number and password and pre
81. can be distributed quickly to departments and workgroups Auto Attendant The CallPilot answering service that answers your business calls promptly 24 hours a day with a Company Greeting plays a list of options to callers and performs call routing functions in response to caller selections 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 Manager Set Up and Operation 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 specified extension The extension is usually a fax machine connected by an Analog Terminal Adapter ATA for CallPilot 100 150 an Analog Station Module ASM for Business Communications Manager or an ATA ASM or GASI trunk for BCM50 CallPilot options CallPilot has options that 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 Message Networking Message Networking links your CallPilot system with other voicemail systems and allows the exchange of vo
82. ce representative if you want to try or purchase a keycode To enable a keycode for Business Communications Manager Several methods are available to enable a keycode on a Business Communications Manager system For information refer to the BCM Keycode Installation Guide To enable a keycode for CallPilot 100 150 Click the Configuration heading Click the Installed Options link The Installed Options page appears In the Keycode boxes type the software authorization code for the option you want to install Click the Add button The option you installed appears in the Installed Options list Viewing switch properties To view switch properties 1 Click the Configuration heading 2 Click the Switch Properties link The Switch Properties page appears Switch properties are Digits per extension the length of mailbox numbers and extension numbers at the site CallPilot requires that these numbers are the same length For Norstar switches the digits per extension are determined by the switch System defined mailboxes such as the administrator mailbox have a mailbox number that automatically adjusts to suit the new length Voicemail DN the main system DN For CallPilot 100 150 Business Communications Manager systems this value is display only and is determined by the voicemail application on startup CallPilot Manager Set Up and Operation Guide 124 Chapter 12 CallPilot Manager configuration Creating Acce
83. ces 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 Manager Set Up and Operation Guide 86 Chapter 7 Custom Call Routing An example of a CCR Tree Home node To place an order press fi To add your name to our mailing list press To speak to our sales department press 3 To speak to our service department press 4 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 1 To hear our weekly To be included on specials press 1 our mailing list leave your name and address after the tone To speak to the sales department press 2 To speak to the order desk ress 2 P To hear about our sales Destination PREV contest press Information node Information Transfer Mailbox Park and Page node Parks the call and Our weekly specials are Destination PREV Transfers the call to the order desk Leave your contact information and a sales person will contact you Destination DISC pages the sales department Ideal Office Machines is having a sales contest Destination PREV N0027247 87 Chapter 8 Working with CCR Trees Building a CCR Tree You can record your CCR Tree progr
84. cess 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 created set the Reply Translation to N CallPilot Manager Set Up and Operation Guide 120 Chapter 11 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 of operating CallPilot to set the Dialing Translation properties To set the Dialing Translation properties N Oo OC fF WO Click the Configuration heading Click the Dialing Translation Properties link The Dialing Translation Properties page appears In the Long Distance Access Code box type the long distance access code In the Area Code box type the area code In the Access C
85. ct this check box only on the advice of support personnel The Enable Network Transfers check box is not selected by default If you do not select this check box CallPilot will transfer only local extensions If you use a Centralized Auto Attendant on an MCDN network you can enable network transfers to local and remote extensions on your system Examples of transfers that are when callers enter an extension while in the Auto Attendant or press 0 during a call answering session The Enable Bilingual check box is not selected by default If you clear this check box alternate language prompts are not available Disabling bilingual operation affects e language designations for Auto Attendant greetings voice prompt selections for callers who use the Auto Attendant e voice prompt selections for callers who transfer to mailbox greetings Select a primary language from the Primary Language list box Prompting occurs in this language Select an alternate language from the Alternate Language list box The alternate language cannot be the same as the primary language Select the Canadian Pronunciation check box if you want voice prompts that include the letter z to be pronounced zed instead of zee The Canadian Pronunciation check box appears only if North American English is the primary or alternate language From the Directory Search By list box select first name last name or both The default is last name Select the Enable CallPilot Us
86. ding any re prompting The calls for each day details e each call that arrives at the Tree e calls that go from the Home node to sub nodes calls that are sent to the node from CLID based routing e calls that return to a Menu node by the previous menu operation by pressing at a sub menu or by the Next Action setting The difference between the count for a menu and the sum of the counts for its sub node is the number of times callers exit the menu by pressing or hanging up Total calls Total Calls shows calls that go to the Home node from a Greeting Table and calls that go to any node in the CCR Tree from CLID based routing In the absence of CLID based Routing the count of the Home node is usually the same as the Total Calls if the Home node is an Information node The count can be higher if the Home node is a Menu node because the count of any Menu node is included if the caller returns to the menu Port Usage Call Handling Report This report summarizes inbound and outbound call activity and port usage on a seven day rolling basis Use this report to identify volume and sources of call traffic and to determine if additional system ports are needed Use the Port Usage section e to see the volume and sources of call traffic e to determine if additional system ports are needed e to find time periods where an insufficient number of ports is available e to see a summary of inbound and outbound call activity and po
87. e s public telephone number is 123 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 Note Delayed Ring Transfer is a 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 Manager Set Up and Operation Guide 156 Chapter 16 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 Gre
88. e 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 Manager Set Up and Operation Guide 154 Chapter 16 CallPilot 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 prim
89. e 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 Auto Attendant voice prompt announces the option and the Operator Status is set to Yes To change the Operator default extension Psu RETR Ok Choose oFtion OPER MODE Atdt avail CHHG HEST Atdti Crone 3 CHHG OK Ext FETR GUIT Atdt xxx CHHG HEST 1 Press J 9 8 2 Enter the Operator password and press OK Press OFER This display appears if you have Contact Center installed If you do not have Contact Center installed go to step 4 Press HET until you see the display in step 5 Press CHHG Enter the Operator extension Press to end the session Callers who request the Operator are transferred to the new extension If the Operator does not answer the call is transferred to the General Delivery Mailbox N0027247 Chapter 13 CallPilot Manager operations 135 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 Ta
90. e Save button The recording replaces the original prompt or greeting Click the Close button and replace the telephone handset You return to the Company Greetings page N0027247 Chapter 5 Recording greetings prompts and names 55 10 If you want to enter a caption for the greeting click the Refresh button on your browser 11 Click the Add Caption link for the greeting The Greeting Caption page appears Greeting Caption Greeting 1 Ringing Test 12 In the Greeting box type a descriptive name for the greeting The greeting caption can be a maximum of 30 characters 13 Click the Submit button Note If you want to change the Greeting Caption click the Change Caption link and make your changes CallPilot Manager Set Up and Operation Guide 56 Chapter 5 Recording greetings prompts and names Recording a greeting prompt or name using the CallPilot Player Note Recording a greeting prompt or name using the CallPilot Player is available only for CallPilot 100 150 You can use CallPilot Player to record greetings prompts or names as vbk files You can also convert a recorded greeting prompt or name that is a wav file to a vbk file e CallPilot 100 150 allows you to import a maximum of 10 minutes of greetings prompts or names The size of the vbk file cannot exceed 470 KB e CallPilot Player 1 07 11 30 and 2 01 27 14 support wav to vbk conversion and the recording of
91. e 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 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 line 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 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 the 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 Ro
92. e is only one outcalling channel and a company greeting is being recorded or an AMIS message is being sent for example there cannot be Off premise Notification calls or Outbound Transfer calls until all channels become free Telephone extension and mailbox numbers are different lengths For CallPilot Manager to work properly 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 initialize and reprogram CallPilot 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 when you try to reply to a CLID message or reach an Off premise Message Notification number ensure Outdialing is assigned is available and is correctly configured For more information refer to your system documentation N0027247 Chapter 15 Troubleshooting CallPilot 147 Personalized greetings do not play Personalized greetings do not play if a telephone is on Call Forward Busy or Call Forward All Calls to the CallPilot extension number If you use analog lines and a telephone is CFB or CFAC Personalized greetings depend on the CLID information that is received prior to the second ring Personalized 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 more M
93. e the Norstar Voice Mail interface P is the default Broadcast message address Note Broadcast messages are not sent to Information General Delivery mailboxes or skillset mailboxes if Contact Center is enabled on the system Note CallPilot for BCM 4 0 accepts network wide and site specific VPIM gt broadcast messages from M1 CallPilot Upon acceptance CallPilot for BCM 4 0 delivers the network wide broadcast message to all local recipients as if the administrator used F981 compose and send to send the message If the VPIM prefix in the message address matches the local mailbox prefix defined in CallPilot Manager Digital Networking Properties Page CallPilot also delivers a site specific VPIM broadcast message You cannot send network wide or site specific VPIM broadcast messages Follow the procedures that apply to the interface you use CallPilot Manager Set Up and Operation Guide 140 Chapter 14 Broadcast and Information messages To record and send a Broadcast message Norstar Voice Mail 1 Press RJB Log i 2 Enter the System Administrator Mailbox number and BUTT RETRY 20h password and press OK or J Anew saved 3 Enter the Broadcast message address LA PLAY REC ADMIN The default Broadcast message address is Q Record message 4 Atthe tone record your Broadcast message and Z RETRY PAUSE oK press OK to end your recording Accert rec 5 Press PLA
94. ecord your Company Greetings decide what type of greetings you want to use for the incoming calls 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 greeting for each time of day 1 Morning Greeting Good morning You have reached Touchstone Marketing 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 CallPilot Manager Set Up and Operation Guide 68 Chapter 6 Setting up the Auto Attendant If you use a Primary and Alternate Language record the option Q instruction in the Alternate Language In the option 9 instructio
95. eeeeceeneeeee cette eee eeeeeeeeeaaeeeeeeeeeeteeeeee 80 Custom Call ROWING cscccincsvien ics inscyteesedsueenionieeiwns 81 VE A SC TEE eaoaai 83 Working with CCR Trees 6cccccessiccssestesvisevsesnesiasenes 87 TO puda COR TOE naa 87 To creato a Homne Menu MOC onersnsniotianna asia mad eae noes 88 To create a Home Iniormation NOd iiissiiisiriissisisitsssinosncnsiiassirasssisdsisan iiis nananana 88 To create a Home Transior NOO nersossiinnann been MteaN 89 To Challe a Home Wai NOTE sssiissiisideniiainisin niiin 89 Tooo a COR Tee aitssiarianthiie ear tae ear ada ear eaaaien 90 Toadd a Monu NOUE acisas tens inaduiniciaiaaaiiabesd dag telelg cin age oo amen en aaeaee 91 Te AF an Mimar Node a cers cepansadnisssi edison teen kpe ies Hal ee eRe 91 Toadd a MADOX 3 camer eens tr pets rere ters reer b re tr t ier remy ere errr rerr tert 92 Toddi a mansir HOOG aeaa Sas ah sada an aseedeak reduayenen Rai anes aes taba vanes manera 93 Toadda Pari Be FAOS NOUE er sinirini aai 95 Te create Customized Digits recadiNQSisssrusisesineinei nua 97 Teassign a CCR Tree t a Greeting Table isisisi rininis eninin 98 To remove references to a CCR Tree from a Greeting Table cccsceseeeeeeeeeees 100 To remove references to a CCR Tree from a CLID Routing Table s es 100 To change ihe proporties Of a NOdOeesursaiiiisnieinonisikasnani ranra 101 ies ie o c tog no iia A E errr et 101 Te delete a CORTEO conurennennas iun 101 CGAlPHOETEpOrS scniesrrserura
96. elephone If one 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 CallPilot Manager Set Up and Operation Guide 152 Chapter 16 CallPilot configuration tips Using Call Forward All Calls CFAC 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 CFAC sends all calls to the subscriber s mailbox immediately without ringing at their telephone To Call Forward All Calls To CFAC press ejeje To cancel CFAC Press or press CAHCEL or press Call Fwd J 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 N0027247 Chapter 16 CallPilot configuration tips 153 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 whether you use a Business Communications Manager or Norstar 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 own
97. ephone extension and the number 28 is the Guest mailbox Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the extensions If you use CallPilot 100 150 or Business Communications Manager and 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 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 Refer to Mailbox Class of Service on page 32 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 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 the Information mailbox and give it to a subscriber or department The department creates the password and maintains the greeting
98. er Interface check box if you want to let subscribers select Norstar Voice Mail or CallPilot as their mailbox user interface In the Name Prefix box type a one or two digit prefix that controls CallPilot style addressing The default is 11 If the CallPilot User Interface is enabled this value must be specified and cannot conflict with the Group List leading digit This value is ignored if you do not enable the CallPilot User Interface The name prefix is for name dialing For example if you compose and send a message from a N0027247 Chapter 10 CallPilot system properties 115 21 22 23 24 25 26 27 mailbox on a CallPilot User interface the telset plays a voice prompt To dial by name press wx where wx is the Name Prefix In the Special Prefix box type a one to two digit prefix that controls CallPilot style addressing The default is 19 If CallPilot User Interface is enabled this value must be specified and cannot conflict with the Group List leading digit This value is ignored if you do not enable the CallPilot User Interface The Special prefix is for sending network messages AMIS or VPIM messages For example while sending network messages on a CallPilot User Interface the telset plays a prompt To dial by name press wx For special addresses dial yz wx is the Name prefix and yz is the Special prefix From the Primary UI Style list box select NVM or CallPilot This setting is available for Nors
99. er of the Subscriber Information or Fax On Demand mailbox you want the call to transfer to You must create the mailbox before you can assign it to a Mailbox node From the Destination list box select a destination The destination is the location on the CCR Tree that callers go to after they leave a message e Previous returns to the Previous menu N0027247 Chapter 8 Working with CCR Trees 93 7 e Home returns the call to the Home node prompt e Disconnect disconnects the call Click the Submit button Adding a Transfer node A Transfer node sends a call to an internal or an external number To add a Transfer node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link for the CCR Tree that you want to add a Transfer node to The CCR Tree Properties page appears Click the Transfer link The new Transfer node appears on the CCR Tree Properties page Click the Change link for the Transfer node The CCR Transfer Node page appears In the Caption box type where you are transferring the caller to for example Support Hotline From the Outdial Method list box select an outdial method The outdial method is the telephony resource that is used to transfer the call e Select Line to use an external line to transfer the caller to an external telephone number and enter the line number you want to use e Select Pool to use a line pool to transfer the caller to a
100. er transfers to their mailbox Each mailbox owner has buttons programmed on their display telephone for the CallPilot Leave Message feature Ce J Q 8 0 and the Open Mailbox feature eJ R This gives easy access 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 Direct Dial 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 DRT feature is set to forward unanswered lines to the Auto Attendant The DRT to Prime is set to Yes and the DRT Delay is set to four Note Delayed Ring Transfer is a system wide call handling featur
101. ernoon set the Auto Attendant Status to No When the Auto Attendant Status is set to No a caller who requests an Operator is informed the Operator is not available and is transferred to the Menu options to dial another extension or leave a message To set the Auto Attendant Status 1 Click the Operations heading 2 Click the Operator Settings link The Operator Settings page appears Check the Attendant Available option if the Operator is available Click the Submit button Changing the Business Open setting The Business Open setting overrides the scheduled times programmed for the Morning Afternoon and Evening in the Greeting Tables When Business Open is set to Yes greetings are played according to the time scheduled in the Greeting Tables For example if Business Open 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 or designated Operator sets the Business Open to No at the end of the business day or prior to the weekend the Non business hours Greeting continues to play until the Business Open is set to Yes Ask the Receptionist or designated Operator to select the Business Open check box in the morning when your company opens Ask the Receptionist or designated Operator to clear the Business Open check box at the end of the business day To change the Business Open setting 1 Click the Operations heading
102. ers with the Auto Attendant N0027247 Chapter 16 CallPilot configuration tips 161 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 calls with the fewest rings take precedence Features not available for CallPilot 100 on a Compact 3X8 ICS Mailbox Park and Page Auto Attendant Park and Page and AMIS Networking features are not available if you use a CallPilot 100 that is connected to a Compact 3X8 ICS CallPilot Manager Set Up and Operation Guide 162 Chapter 16 CallPilot configuration tips N0027247 163 Chapter 17 Setting up CallPilot 100 150 as a Centralized Voicemail system If you have several Norstar systems connected using an MCDN network you can use a single CallPilot 100 150 system to provide centralized voice messaging and Auto Attendant services for up to 10 Norstar systems This is known as Centralized Voicemail CVM To use Centralized Voicemail you must configure the Norstar KSUs and the CallPilot 100 150 Requirements for using Centralized Voicemail All Norstar systems that use Centralized Voicemail require e The Norstar systems must be using MICS with software version 6 0 or later e The CallPilot 100 150 system must be using software version 2 0 or later e The Norstar systems must be connected in a
103. ery 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 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 recorded them For more information see Creating Customized Digits recordings on page 97 Restricting Outdialing You can apply dialing restrictions to Nortel Business Series Terminals and the extensions To restrict outdialing Do one of the following e In system programming assign dialing restrictions to the extension of the subscriber For additional information refer to your system documentation e In system programming assign dialing restrictions to the lines used for outdialing For additional information refer to your system documentation e In CallPilot Manager set the Outdial type for the subscriber s mailbox to None to restrict outdialing calls from the mailbox See Outdial type on page 34 and Changing mailbox settings on page 46 for more information
104. ess B to reach the Sales department and hear the sub menu options To place an order press 1_ To add your name to our mailing list press 2 To speak with a Customer Service Representative press B To speak with the receptionist press 0 Mailbox node 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 node A Transfer node transfers callers to an extension or an external number Destination The destination is where callers go after they listen to an Information node or leave a message in a mailbox Each Information node 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 call You can assign destinations only to Information nodes and Mailbox nodes To see how destinations are used in a CCR Tree refer to An example of a CCR Tree on page 86 Path A Path can be a series of menus Information nodes Mailboxes or Transfers A Path number is the digit that callers press to go to the next level in a CCR Tree To see how paths route callers through a CCR Tree refer to An example of a CCR Tree on page 86 Park and Page node A Park and Page node parks a call and announ
105. eting 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 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 To reach our sales department press 2 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 N0027247 Chapter 16 CallPilot configuration tips 157 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 If a manager is unavailable to take a call th
106. eting 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 automatically 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 delete the mailbox an error message appears N0027247 Chapter 4 Working with mailboxes 49 You cannot delete a mailbox if e itis currently in use e itis a target in the CLID table or a CCR Tree e itis used as a skillset mailbox e itis the System Administrator or the General Delivery Mailbox To delete a mailbox 1 Click the Mailbox Administration heading The Mailbox List page appears 2 Click the Delete link for the mailbox you want to delete A message appears that asks you to confirm the deletion 3 Click the OK button About Group Lists With Group Lists you can send messages to multiple recipients You can create a maximum of 99 Group Lists on your system Each Group List can contain a maximum of 300 mailboxes Before you add Group Lists prepare a group mailbox member list This list must contain e the Group List name maximum 16 characters long cannot include quotation marks e the mailbox numbers to include in the group After you create a Group List you can change the mailboxes included in the list rec
107. for each line EWT Greeting Displays EWT Greetings if Contact Center is installed MMCC Customized Files Displays Interface name and files Line answering Shows the answering parameters for each line answered by CallPilot or Contact Center Lines that are not answered are not shown This section does not appear if your switch does not require line administration The skillset column appears only if Contact Center is enabled Skillset is blank for AA lines and Rings and Tables are blank for Contact Center lines Fax parameters The System Fax DN parameter is shown Other parameters appear only if the corresponding Fax option is installed General networking parameters Appears if Message Networking is installed It displays the General Networking properties AMIS networking parameters Appears if Message Networking is installed It displays the AMIS related parameters of the site that you set in Networking properties CallPilot Manager Set Up and Operation Guide 112 Chapter 9 CallPilot reports Digital networking Appears if Message Networking is installed It displays the digital related parameters parameters of the site that you set in Networking properties Site table Appears if Message Networking is installed Message Usage Report The Message Usage Report shows the number of minutes of storage available on the voicemail server If this value is too low y
108. g prompt or name using the CallPilot Player 56 Importing greetings prompts ornameS 000 eee eee eee 58 Exporting greetings prompts Or NaMe S 0scccsnkeee eee adekiw seeds eaeew eeu 59 Chapter 6 Setting up the Auto Attendant 000 eee eee 61 Aboutihe Auto ANEMONE 2550454908565 0884F2S55NEe00 ESN eREe TRI EES ES 61 SCN TAWNOS uote oe addons Heda aee aa Pea eE Ss bee Gee use ses 62 Greeting Tables that use the alternate language 0 00eeeeaee 63 Fe LIS wooed ie hese epee a eis Se E ea eins Gees 63 ABGUL AGI Oy SAMS ot ancced dase R bade geeks eReeiOeen eehEddert bewensward 66 About Company Greetings 2 s0cs5454sse40e tAr EE TERE ERRA EER dads 67 Recording a Company Greeting 6 ccnenie cee avaccnendagkeebarecu ued aees 68 Setting up a Greeting Table 0 00 cee 68 Assigning greetings to Greeting Tables 0 0 00 c eee 69 Auto Attendant Time of Day Blocking ssuscas esses caeecaske bande e eben na ean 69 Setting the business MOUS 2 2 cokes ev ered ee seer e ee heed SEES ROE 70 Assigning a Greeting Table Attendant 0 0 cece eee 70 Assigning a language preference niiavccavekaneees weeded aeewh eens eee eeu d 71 Assigning a menu repeat key 000 c cece eee eee 71 Auto ARR Menu sa Scots aed cect een wb Pee en Domine bade tes we E E 72 Recording a Custom Menu ssc 2 ccctbcectaseaeese i sbeoegertonaeteeeeeadan 72 Setting the Auto Attendant properties 0
109. g a Custom Menu on page 72 Group List names See Adding a Group List on page 51 CCR prompts and greetings See Creating a Home node on page 87 Adding nodes to the Home node on page 90 and Adding an Information mailbox on page 43 Mailbox names See Working with mailboxes on page 41 If you use CallPilot options such as Message Networking or Contact Center you can record network site names and Contact Center greetings See the CallPilot Message Networking Set Up and Operation Guide and the Contact Center Set Up and Operation Guide for details CallPilot Manager Set Up and Operation Guide 54 Chapter 5 Recording greetings prompts and names To record a greeting prompt or name using a telephone handset For best results use a telephone that is attached to the same switch as your voicemail system Avoid using wireless telephones Note If you use AMIS networking make sure that your Company Greetings are 15 seconds or longer For more information see the CallPilot Message Networking Set Up and Operation Guide Note Recorded greetings count towards the storage capacity of a mailbox Avoid recording long greetings if possible If recorded greetings are long there will be less storage time in the mailbox for messages Click the Voice link The page you can record greetings and prompts from appears In the Connect to box type the extension number or telephone number you are using to
110. ge a Group List 1 2 Click the Mailbox Administration heading Click the Group Lists link The Group Lists page appears If you want to change the Group List recording e Click the Change link e Follow the steps in Chapter 5 Recording greetings prompts and names on page 53 If you want to change the Group List display name e Click the Change link e Inthe Display Name box type the new Group List name Do not create a name that starts with the number 1 for example 1Group The name can be a maximum of 16 characters and cannot contain quotation marks If you want to change the Group List members e Click the Members link e Click the Add button e Select the members you want to add e Click the Submit button e Click the Close button If you want to delete the Group List members e Click the Delete link A message appears that asks you to confirm the deletion e Click the OK button N0027247 53 Chapter 5 Recording greetings prompts and names With CallPilot Manager you can record and listen to greetings prompts and names from a telephone handset or the CallPilot Player import computer sound files as greetings prompts and names export greetings prompts and names available on Business Communications Manager only With CallPilot Manager you can record and import Auto Attendant prompts and greetings See Recording a Company Greeting on page 68 and Recordin
111. gits of the password are consecutive numbers in increasing or decreasing order for example 1234 2345 43210 Alphanumeric passwords entered in Call Pilot Manager are converted to number 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 converted to the numeric equivalent 23456 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 reset a mailbox password on page 47 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 Unless the telephone has a two line display 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 Note Set the Class of Service f
112. he 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 4 Click the Submit button N0027247 Chapter 6 Setting up the Auto Attendant 75 About Touchtone Gate Touchtone Gate is a feature that allows CallPilot to accept calls from both rotary pulse dial and touchtone telephone sets With Touchtone Gate you can have the standard voice prompt 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 touchtone telephone please press now If you are a rotary caller please hold and you will be transferred When the tone for a digit 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 Touchtone Gate overview Incoming call Automated Attendant answers Company Greeting plays CLID Routing See About the CLID Routing Table on page 76 Custom Call Routing Menu Automated Attendant Menu options play See About options play See Auto Custom Call Routing on page
113. he feature codes must not be the same as any other existing application s feature codes 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 To program 16 feature codes F911 through F918 and F921 through F928 enter 911 as the Starting CCR tree feature code For more information refer to One button access to CCR trees on page 99 Number of CCR Tree feature codes This box is for the number of feature codes for the CCR trees 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 Note 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 t
114. hone 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 choose 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 CallPilot Manager Set Up and Operation Guide 30 Chapter 3 CallPilot mailboxes After you record the announcement record a Company Greeting that tells callers about the mailbox 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 2 B To reach our receptionist press 0 Note The number 46 in this example is an operating tel
115. ice messages between users at different sites CallPilot supports Digital networking and Audio Messaging Interchange Specification AMIS networking For information about networking refer to 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 refer to the Contact Center Set Up and Operation Guide Fax Fax is 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 refer to the CallPilot Fax Set Up and Operation Guide Fax is not available for CallPilot 100 150 N0027247 Chapter 1 Getting
116. ilboxes 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 If the mailbox owner does not record their name in the Company Directory you can record a spoken name for them by following the procedure Changing mailbox settings on page 46 Message Waiting Notification Message Waiting Notification gives subscribers a visual indication on their telephone display when they have new messages The default value for Message Waiting Notification is Yes Message Waiting Notification displays Message for you ona subscriber s display telephone when they have a message When you create Guest mailboxes set Message Waiting Notification to No Guest Mailboxes do not have an operating extension Outdial type You can assign an Outdial type to the mailbox The Outdial type determines which line or line pool the system uses when a mailbox owner wants to use the Reply feature for replying to a message left by an external caller and when Off premise Message Notification and Outbound Transfer are used The default for Outdial type is None The values available are None Line Pool or Route Until you assign a line or line pool as the Outdial type for a mailbox the mailbox owner can use e the Reply feature to reply to calls from internal extensions only e Off premise
117. imum of 300 subscriber mailboxes On Business Communications Manager you can have a maximum of 1 000 mailboxes Refer to Enabling keycodes on page 123 for more information 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 can send Broadcast Messages from Broadcast messages are sent to all Subscriber mailboxes except Skillset mailboxes Only the System Administrator can access the System Administrator Mailbox Remember to check this mailbox for messages Warning Change the System Administrator password frequently to minimize the A 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 about changing the Class of Service refer to Changing mailbox settings on page 46 CallPilot Manager Set Up and Operation Guide 28 Chapter 3 CallPilot mailboxes General Delivery Mai
118. in Directory check box if you want the mailbox owner s name to appear in the Company Directory 9 Click the Submit button 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 your 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 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 Note A maximum of 40 mailboxes can be added at one time using this feature This can be repeated until the required number of mailboxes are added The mailboxes you create using Add Many Mailboxes have these characteristics e The mailbox number is the same as the extension number e The mailboxes have the same settings for Class of Service Call Screening Message Waiting Outdialing and Display in Directory 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 The mailboxes created are uninitialized and ready for initialization by mailbox owners e Mailboxes are added only if a working extension number is found on the system that matches the mailbox number A
119. in a mailbox No password is required Open Mailbox o me ai to play your messages and to access Call Forward Q Forwards incoming calls to your mailbox CallPilot extension Cejge s 6 Displays the voicemail extension number on your phone Transfer ezpel BJE Transfers calls to a mailbox on the CallPilot system Interrupt e191 8171 Intercepts a caller who is listening to your mailbox greeting So or leaving a message Name Dialing Leje s e Lets you dial calls by searching the Company Directory Call Record Leje s8 e Records a call and stores it in your mailbox N0027247 169 Glossary AA See Auto Attendant Administration The tasks involved in maintaining CallPilot mailboxes Greetings set up and configuration Administration also involves setting up and maintaining CCR Trees Alternate extensions An alternate extension gives a subscriber Message Waiting Indication on up to two other telephones that they can access their mailbox from Alternate extensions are available only on Subscriber mailboxes Alternate Greeting An alternate greeting that a subscriber records for an exceptional occasion such as an absence Alternate Language An alternate language used for greetings and prompts To use an alternate language you must enable the Bilingual Option The alternate language cannot be the same as the primary language Attendant sign ON OFF A task performed by a company
120. ink of the Greeting Table you want to set up At the Custom Auto Attendant Menu Prompts option select the Enable check box To record the primary and alternate prompts click the Voice button and follow the steps in Recording greetings prompts and names on page 53 to record a greeting or follow the steps in Importing greetings prompts or names on page 58 to select a previously recorded greeting N0027247 Chapter 6 Setting up the Auto Attendant 73 Setting the Auto Attendant properties This feature controls the Auto Attendant properties across your system To set the Auto Attendant properties 1 2 Click the Auto Attendant heading Click the General Properties link The Auto Attendant Properties page appears Set the properties that apply to all Greeting Tables Return to Auto Attendant Determines what happens after a caller listens to an Information mailbox or leaves a message If you select the Return to AA check box the caller returns to the main Auto Attendant prompt and can make another selection If you do not select Return to AA the caller disconnects after completing the action Touchtone Gate Determines whether Touchtone Gate is used and whether a Standard or Custom greeting is used For information about Touchtone Gate refer to About Touchtone Gate on page 75 None Disables Touchtone Gate and sends callers from the Company Greeting to the Auto Attendant or the CCR Tree set
121. internal subscriber cannot administer a restricted mailbox If the subscriber presses 8 the prompt You are not allowed to use this feature plays and the subscriber returns to the main menu Mailbox restrictions are 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 or 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 caller hears The person you have called is not available followed by the subscriber s mailbox greeting N0027247 Chapter 3 CallPilot mailboxes 37 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 or overhead speaker system or both If the page is unsuccessful because the paging facility is busy with another page the system waits five seconds and retries the page ev
122. ise Message Notification setting select or clear the Enable Off premise Msg Notification check box 10 If you want to change the amount of time between retry intervals for message delivery in the Retry Intervals box type a value from 1 120 minutes 11 If you want to change the maximum number of attempts for message delivery in the Max Number of Attempts box type a value from 1 20 12 If you want to change the Outbound Transfer setting select or clear the Enable Outbound Transfer check box 13 If you want to change the maximum number of incorrect password attempts in the Max Number of Attempts box type a value from 1 20 14 If you want to change the password expiry setting in the Password Expiry box type a value from 1 365 days or type 0 if you do not want the password to expire 15 If you want to change the networking setting select or clear the Enable Networking check box This check box appears only if the Message Networking option is installed 16 If you want to change the personal attendant setting select or clear the Enable Personal Attendant check box 17 If you want to change the record call setting select or clear the Enable Record Call check box 18 If you want to change the prompt language select a language from the Prompt Language list box 19 If you want to change the user interface and you use a Norstar system select a user interface from the User Interface list box 20 Click the Submit button Del
123. ist box select a destination The destination is the location on the CCR Tree that callers go to after the Information message plays e Previous returns to the Previous menu node e Home returns the call to the Home node prompt e Disconnect disconnects the call To record the Primary and Alternate prompts click the Voice button and follow the steps in Recording greetings prompts and names on page 53 to record a prompt from your computer or follow the steps in Importing greetings prompts or names on page 58 to select a previously recorded prompt These prompts are information messages that the callers hear when they are routed to this node Click the Submit button 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 mailboxes see Initializing a mailbox on page 38 To add a Mailbox node Use a Mailbox node to transfer callers to a Subscriber Information or Fax On Demand mailbox 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link for the CCR Tree that you want to add a Mailbox node to The CCR Tree Properties page appears Click the Mailbox link The new Mailbox node appears on the CCR Tree Properties page Click the Change link for the Mailbox node The CCR Mailbox Node page appears In the Mailbox Number box type the mailbox numb
124. lbox 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 or from callers who use a rotary dial telephone Usually the Receptionist or designated Operator checks for messages in the General Delivery Mailbox Warning Change the General Delivery Mailbox password frequently to minimize A the risk of unauthorized activity Default General Delivery Mailbox number and password combinations For a mailbox the default General and the default number length Delivery Mailbox General Delivery so the combined mailbox number of 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 about changing the Class of Service refer to Changing mailbox settings on page 46 The General Delivery Mailbox can receive messages before it is initialized but you cannot retrieve messages from the General Delivery Mailbox until you initialize it For information about initializing mailboxes refer to Initializing a mailbox on page 38 Subscriber mailboxes Create a Subscriber mailbox for each person in your organization who needs
125. line or line pool the system uses for Off premise Message Notification Outbound Transfer or when a mailbox owner replies to a message left by an external caller Password A four to eight digit number that is entered on the dialpad A password is used to open 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 destination N0027247 Glossary 175 Path number An identification 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 to callers Programmable memory buttons Buttons on display telephones that can store feature codes and numbers Reports The Reports used to view CallPilot programming the amount of available message storage time and CCR programming and administration Resetting passwords A System Administrator task that changes a mailbox password from its current password back to the CallPilot default password of 0000 Resetting CallPilot Returning CallPilot to its default settings Special Mailboxes The two mailboxes used by the System Administrator and designated Operator The Special Mailboxes are the System Administrator Mailbox and the General Delivery Mailbox Sub menu A sub menu is any menu presented to the caller after the Home Menu Sub menus can lead t
126. ll to the subscriber set counted under the total connect time for the incoming call all days even if no data is collected for that day These values are shown as zeroes Fax Usage Report Use the Fax Usage Report to see Fax On Demand requests to see date and time of faxes to see the document number requested to see the delivery fax number to see CLID of callers The Fax Usage Report shows The Caller ID of the call requesting the fax truncated if necessary to fit the space available One line is generated for each document requested CallPilot Manager Set Up and Operation Guide 110 Chapter 9 CallPilot reports If a caller requests several documents during a call there are several lines in the report each with the same CLID and Fax destination and similar time stamps This facilitates sorting for sales lead generation purposes but does not show whether the item was ordered individually or as part of a set The Fax Destination column shows the target fax number if the two call method is used or One Call if the one call method is used The report lists committed requests only in chronological order The report does not include one call requests if the caller hangs up before transmission begins or two call delivery requests if the delivery number does not pass dialing restrictions The report does not track whether the requested item was successfully delivered If there are no fax requests to report for a day no e
127. ls of the CCR Tree A total of 10 levels can be created from 0 to 9 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 Optional parameters in addition to the Class of Service values Mailbox properties are Include in Company Directory Alternate extensions Express Messaging Line Call Screening Message Waiting Notification and Outdial type Menu 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 Delivery Options Message sending options that are stamped onto a message A Message Delivery Option can be assigned to a message after it is recorded The Message Delivery Options for the Norstar Voice Mail interface are Normal Certified Urgent Private and Timed The Message Delivery Options for the CallPilot interface are Normal Urgent Private Acknowledge and Timed CallPilot Manager Set Up and Operation Guide 174 Glossary Message Waiting Notification Message Waiting Notification provides subscribers with the message notification Message for you on the display of their tele
128. mber and in the Path box type the path the caller must follow Click the Submit button To delete a telephone number in the CLID Routing Table Click the Auto Attendant heading Click the CLID Routing Table link The CLID Routing Table page appears Click the Delete link for the entry you want to delete A message appears that asks you to confirm the deletion Click the OK button CallPilot Manager Set Up and Operation Guide 80 Chapter 6 Setting up the Auto Attendant Configuring line answering The system can answer all your incoming lines or just the lines you specify Before the system can answer an incoming line you must assign the line and enable the Answer status Each line you configure is answered by Greeting Table 1 unless you specify another table 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 choose zero rings the caller might hear one ring Zero rings means the call is answered as soon as possible For lines equipped with Calling Line Identification CLID you must assign the number of rings to two or more 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 Without CLID personalized greetings CLID Routing Table and other features related to CLID do not work For more information about line answering refer to Changing the Answer Lines Stat
129. mote telephone You can access CallPilot Manager to change a greeting or the Business Status by using the dialpad of an external tone dial telephone Remote Administration must be done through the System Administrator Mailbox The System Administrator Mailbox must be initialized before Remote Administration can be accessed For information about Remote Administration refer to the CallPilot Reference Guide CallPilot Manager Set Up and Operation Guide 132 Chapter 13 CallPilot Manager operations Changing the Operator settings from a telephone From a telephone you can set the Operator Status to On or Off change the Operator password set the Business Status assign CallPilot Line answering change Auto Attendant Status gt Note For information about changing your Operator settings refer to Changing the Operator settings on page 129 Setting the Operator status Set the Operator status to Yes when your receptionist or operator is available to respond to 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 Auto Attendant to dial another extension or leave a message To set the Operator status 1 Press JQ 8 2 Pswd 2 Enter the default Operator password 6
130. mpts so that you can use the same greetings and prompts across your system If you use a Business Communication Manager system you can import wav and 711 files If you use a CallPilot 100 150 system you can import vbk files You cannot import wav files for CallPilot 100 150 If you want to use a wav file you must convert it to a vbk file before you import it For more information see To convert a wav file to a vbk file on page 57 To import a previously recorded greeting prompt or name 11 12 13 14 Click the Voice link If you know the location of the greeting or prompt in the Import box type the location of the file and click the Send button or if you do not know the location of the greeting or prompt at the Import option click the Browse button and follow steps 3 to 7 The Open dialog box appears From the Look in list select the location of the file In the File name box type the file name From the Files of type list select the file type CallPilot supports vbk files Business Communications Manager supports wav and 711 files Click the Open button Click the Send button The amount of time it takes to import a greeting depends on which type of file you import To play the greeting or prompt in the Connect to box type an extension or telephone number and click the Dial button Your telephone rings Answer the phone and click the Play button to listen to the greeting or prompt Click
131. must change the extension of the General Delivery Mailbox to the new extension number of the Operator Callers can request to speak to your company Receptionist or designated Operator when the Auto Attendant prompt announces the option and the Operator status is set to Yes Callers who request an Operator are transferred to the new extension If the Operator does not answer the call transfers to the General Delivery Mailbox To change the Operator default extension 1 Click the Operations heading 2 Click the Operator Settings link The Operator Settings page appears In the Attendant box type the Operator s extension number Click the Submit button N0027247 Chapter 13 CallPilot Manager operations 131 Resetting the Operator password You can reset the Operator password to the default at any time The default Operator password is 6 7 8 J 7 2 8 6 7 Operator To reset the Operator password from CallPilot Manager 1 Click the Operations heading 2 Click the Operator Settings link The Operator Settings page appears 3 Select the Operator Password check box Click the Submit button To reset the Operator password from a telephone Seti xxnx HEST Pew FETE ok Reset Password YES HO Press JQ 8 6 Press 7 Press ZJB RIBJE FIBIT RJB Resetoperpswd and press DE or Press YES or J Changing CallPilot Manager settings from a re
132. n 500 3000 milliseconds 0 5 seconds to 3 seconds for the shortest allowable message length The default is 3 seconds 3000 milliseconds CallPilot Manager Set Up and Operation Guide 114 Chapter 10 CallPilot system properties 10 11 12 13 14 15 16 17 18 19 20 Select the Enable External Initialization check box if you want subscribers to be able to initialize their mailboxes from an external location The default for this check box is not selected If you do not enable external initialization subscribers can initialize their mailboxes only from a local extension This prevents unauthorized access to mailboxes The Make Directory Available check box is selected by default If you clear the check box access to the Company Directory is removed from the Auto Attendant The Enable General Delivery Mailbox check box is selected by default This setting is for Norstar and Business Communications Manager only If you clear this check box external calls are not directed to the General Delivery Mailbox External calls are directed back to an Auto Attendant prompt or a CCR Menu prompt The Enable Redirect DN check box is not selected by default If redirect DN is enabled CallPilot uses the original dialed number when it receives a redirected call A call is redirected if a set that is call forwarded on busy to another location does not answer the call The call returns to the original site for call answering Sele
133. n CallPilot Manager only for extensions that are on a MICS 6 system that is connected to the CallPilot 150 If you program Outbound Transfer or Off Premise Message Notification to destinations on the MCDN CDP private network configure the destination as an extension If you program Outbound Transfer or Off Premise Message Notification to destinations not connected to the MCDN CDP private network configure the destination as a phone number CallPilot Manager Set Up and Operation Guide 166 Chapter 17 Setting up CallPilot 100 150 as a Centralized Voicemail system N0027247 167 Appendix A Default configuration values This appendix is a summary of the values that you can enter at the prompts that occur throughout this guide The tables include the range or values that can be entered and where applicable the default setting Value Default System Administrator password four eight digits 0000 four zeros 500 3000 milliseconds Special mailbox types two seven digits two digits General Delivery Mailbox 10 1000000 10 System Administrator Mailbox 12 1000002 12 Attendant extension any valid extension none Line Greeting assignment 1 500 none Line number 61 268 for BCM50 only Greeting Table Number of rings 0 12 0 Greeting used Morning 1 100 1 Afternoon 1 100 2 Evening 1 100 3 Non Business 1 100 4 Language Primary Message length 0 5 seco
134. n external telephone number and enter the Line Pool access code you want to use e Select Route to use a Routing Code to transfer the caller to an external telephone number e Select Intercom to transfer the caller to an extension In the Phone Number box type the extension or external telephone number Click the Submit button 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 phone number Both lines are used while the caller connects to the external phone 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 CallPilot Manager Set Up and Operation Guide 94 Chapter 8 Working with CCR Trees J6 SJE BJK 6 5 2 4 is the telephone number dialed For information on preventing unauthorized calls using outdialing refer to Outdial type on page 34 Adding a Park and Page node A Park and Page node parks
135. n on the display to proceed Dialpad buttons Buttons you press on the dialpad 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 CallPilot Manager Set Up and Operation Guide 18 Chapter 1 Getting started 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 Fx Handsfree ape right hand Handsfree rane Hold eS Hold es Volume Control el K m X Release Ls Ris E You can enter J Feature or Fx_ and the code to use a feature For example press Q to access your mailbox The T7100 works differently from other telephones o
136. n the CLID Routing Table 98 Menu node adding 91 Next Action Disconnect 92 Home 92 Previous 92 node changing 101 node deleting 101 overview 84 Park and Page node adding 94 planning 84 testing 98 Transfer node adding 93 transfer to external number 93 troubleshooting 148 CCR Tree Usage Report 107 Centralized Auto Attendant 163 Centralized Voicemail 163 Class of Service 32 Call Record 32 default values 33 greeting length 32 mailbox message time 32 message length 32 message retention period 32 networking 32 number of attempts 32 Off premise Message Notification 32 Outbound Transfer 32 password attempts 32 password expiry 32 prompt language 32 retry intervals 32 summary 33 Target Attendant 32 User Interface 32 Company Directory 34 recording name in 38 troubleshooting 147 Computer requirements 21 Contact Center 14 access password 124 copyright 2 Country setting 114 Custom Call Routing CCR 13 Destination types 85 level 82 menu 82 overview 81 Path 82 85 Tree overview 84 Customized Auto Attendant Menu prompt 72 Customized Digits 97 D Daylight Savings Time 115 Default extension Operator DN 130 134 Default password 38 Delayed Ring Transfer DRT CallPilot Feature Compatibility 159 Deleting a mailbox 48 Desktop Messaging 15 Destination Type 78 Destination Type assigning 78 Destination types Custom Call Routing CCR 85 Dialing Translation access code 119 N0027247 Index 179
137. n 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 Auto 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 CallPilot Manager Set Up and Operation Guide 142 Chapter 14 Broadcast and Information messages Write the message down and practice reading it aloud When you are confident the message includes everything you want it to record the me
138. n you tell callers to press 9 for the Alternate Language 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 Q instruction can be in French For example Good morning This is Touchstone Marketing To use our voice messaging service in French please press QJ 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 assigned to the System Administrator Mailbox For additional information refer to Changing mailbox settings on page 46 After you decide what you want your greetings to say practice recording them Remember to speak slowly and clearly at a speed that is easy to understand Recording a Company Greeting To record a Company Greeting 1 Click the Auto Attendant heading 2 Click the Company Greetings link The Company Greetings screen appears 3 Click the Voice link for the greeting you want to record and follow the steps in Recording greetings prompts and names on page 53 to record a greeting from your computer or telephone handset or follow the steps in Importing greetings prompts or names on page 58 to select a previously recorded greeting Setting up a Greeting Table To set up a Greeting Table complete the following procedures to e assign a greeting to a Greeting Table e assign a CCR Tree to a Greeting Table op
139. n 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 Note If you are using a VoIP phone please consult your IP set manual for a description of the button icons Using the dialpad The buttons on your telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet If you are a new CallPilot user make sure you are familiar with how to operate your telephone Refer to the User Card for your telephone Numbers and letters on the dialpad 1 2 ABC2abc B DEF3def GHI4ghi 6 JKL5jkl 6 MNO6mno PQRS7pqrs B TUV8tuv 0 WXYZ9wxyz Quit 0 QZ Zeroqz Accepts displayed letter and comma N0027247 Chapter 1 Getting started 19 Related Publications This section provides a list of additional documents referred to in this guide Keycode Installation Guide NO060625 BCM 4 0 Administration Guide NO060598 BCM 4 0 Networking Configuration Guide N0060606 CallPilot Fax Set Up and Operation Guide P0606017
140. nate Customized Digits recordings if your system uses an alternate language Click the Auto Attendant heading Click the General Properties link The Auto Attendant Properties page appears 6 Click the Use customized digits check box If you do not select this check box system voice prompts are played 7 Click the Submit button CallPilot Manager Set Up and Operation Guide 98 Chapter 8 Working with CCR Trees Assigning 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 refer to Configuring line answering on page 80 To assign a CCR Tree to a Greeting Table 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears 3 Click the Change link for the Greeting Table you want to assign a CCR Tree to The Greeting Table Setup page appears 4 Select from each CCR Tree list box the CCR Tree you want calls to route to for each time of day If you do not want calls to route to a CCR Tree select None 5 Click the Submit button Making a CCR Tree a destination in the CLID Routing Table For information about the CLID Routing Table refer to About the CLID Routing Table on page 76 To assign a telephone number to a CCR Destination in the CLID Routing Table refer to Setting up a CLID Routing Table on page 78 Testing a CCR Tree After y
141. nd 3 seconds 3 seconds If the Group List leading digit is 1 the Special Mailboxes default to 20 and 22 The extension number length defaults to the Norstar system extension 1 number length For more information refer to the Installation Guide for your system Value Default Extension mailbox Extension leading digit 0 9 Digits in extension two seven digits Mailbox leading digit 0 9 Digits in mailbox two seven digits CallPilot Manager Set Up and Operation Guide 168 Appendix A Default configuration values Value Default Number of subscriber mailboxes CallPilot 100 40 10 CallPilot 150 300 20 Business Communications Manager 998 depends on software package Class of Service 1 16 Refer to Class of Service Group Lists Group List number Number of members 001 099 901 999 1 100 default values on page 33 901 999 0 Group List numbers are always three digits long CCR Tree Information 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 0 001 099 1 101 199 2 201 299 3 301 399 4 401 499 5 501 599 6 601 699 7 701 799 8 801 899 9 901 999 Norstar Voice Mail interface feature codes Feature code name Dialpad buttons Description Leave Message Q 0 Leaves a message
142. nd and Mailbox Administration Add Mailbox display their Change Delete Mailbox links wh Auto Attendant Group List Administration mss W en System Properties you click them Custom Call Routing Operator Settings Logout Networking Contact Center Reports Configuration Operations System timeout A CallPilot Manager session times out after 20 minutes of inactivity This is a security feature that prevents unauthorized access to the system If your session times out the login page and a session time out message appear You must log on to continue programming CallPilot If the system times out while you are working on a page any settings that you have not entered on the system by pressing the Submit button are not entered You must log on to CallPilot Manager and re enter this programming N0027247 Chapter 2 Using CallPilot Manager 25 Resetting the System Administrator password If you have a Business Communications Manager system there is no dedicated or default CallPilot System Administrator user ID or password You can create users with CallPilot rights in Element Manager You can also reset the System Administrator password and change users passwords in Element Manager Refer to the BCM Administration Guide for more information If you have a CallPilot 100 150 system you can reset the System Administrator password using a telephone The password resets to the default password 0000 Yo
143. nd reset the statistics after each printing The Mailbox Activity Report shows e number of messages recorded and their total length and average length e number of times the maximum message length is reached e number of messages received and their total length and average length e number of times the mailbox is accessed for log on or call answering with total connect minutes and resulting average e average time before new messages are played e average time before messages are deleted e number of times when log on authentication fails because of password failure A possible attempt at unauthorized access to a mailbox e cumulative averages for the above e whether Primary Alternate and CLID based Greetings are recorded After you generate this report you can reset the statistics to set the counters to zero If you reset the statistics all the Subscriber mailboxes are affected not just a selected mailbox Event Log Report The Event Log Report lists events that can help you diagnose system problems Events are shown with their date time and error message N0027247 Chapter 9 CallPilot reports 107 CCR Tree Usage Report This report shows the Tree number the Greeting Tables the CCR Tree is assigned to the date the Tree was last modified and the Tree status The report also shows the Path type description destination a seven day rolling count of the number of calls received by the Tree and the number of times each
144. ng Afternoon Evening and Non business list boxes select a greeting from 1 to 250 The defaults are 1 for Morning 2 for Afternoon 3 for Evening and 4 for Non business These greeting numbers play during the periods you define in the Hours settings From the CCR Tree list box select the CCR Tree you want calls to route to for each time of day If you do not want calls to route to a CCR Tree select None Assigning a CCR Tree is optional You must build a CCR Tree before you can assign it In the Hours boxes enter the start times for the Morning Afternoon Evening and Non Business greetings These times determine when greetings and CCR Trees apply to the holiday Click the Submit button CallPilot Manager Set Up and Operation Guide 66 Chapter 6 Setting up the Auto Attendant About Holiday status The Status column in the Holiday List shows the status of the holidays You can edit update or delete holidays from here After a holiday expires you can open and edit it so it applies to the upcoming year Mailbox Administration Auto Attendant General Properties Lines Administration Change Many Lines CLID Routing Table Greeting Tables Holidays Company Greetings Customized Digits Custom Call Routing Networking Contact Center Reports Configuration Operations Holiday List Christmas December 25 Repeating Change Delete April 17 2006 Pending Change
145. ng a Menu node on page 91 e Adding a Transfer node on page 93 e Adding a Park and Page node on page 94 Click the Submit button Deleting a node To delete a node Click the Custom Call Routing heading Click the Change link for the CCR Tree that has the node you want to delete The CCR Tree Properties page appears Click the Delete link for the node you want to delete A message appears that asks you to confirm the deletion Click the OK button Deleting a CCR Tree Before you delete a CCR Tree make sure the Tree is disabled For information about disabling a Tree refer to Disabling a CCR Tree on page 100 To delete a CCR Tree 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Delete link for the CCR Tree you want to delete A message appears that asks you to confirm the deletion Click the OK button CallPilot Manager Set Up and Operation Guide 102 Chapter 8 Working with CCR Trees N0027247 103 Chapter 9 CallPilot reports About CallPilot reports This chapter describes CallPilot reports and explains how to generate and print the reports You can use the reports to view CallPilot programming status and available message time Generating a report To generate a report 1 Click the Report heading 2 Click the link for the report you want to generate The report appears in a new window To print the report click the Pri
146. ng 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 ninety nine Greeting Tables 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 type of Subscriber mailbox you can assign to people who do not have a permanent extension but require a mailbox These mailboxes receive and store messages the same way that Subscriber mailboxes do Home Menu The first CCR menu callers encounter after they hear the Company Greeting The Home Menu provides a list of single digit options to a caller After callers listen to the Home Voice Menu they select an option by pressing a keypad number on their telephone You can program Home Menu to offer up to 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 an Information message that plays an announcement to callers and then disconnects the call when the announcement is finished Home Menu Voice Prompt A voice prompt that provides a list of number options
147. nge For more information about mailbox properties refer to Mailbox options on page 33 4 Click the Submit button Viewing or editing a Class of Service For information about the Class of Service settings refer to Mailbox Class of Service on page 32 To edit a Class of Service 1 Click the Mailbox Administration heading 2 Click the Class of Service link The Class of Service page appears 3 Click the Change link for the Class of Service you want to change The Class of Service page appears for the Class of Service you select 4 If you want to change the name in the Name box type the new name The name can be a maximum of 16 alphanumeric characters and cannot contain blank spaces CallPilot Manager Set Up and Operation Guide 48 Chapter 4 Working with mailboxes 5 If you want to change the maximum mailbox message time in the Max Mailbox Msg Time box type a value from 1 180 minutes 6 If you want to change the maximum message length in the Max Message Length box type a value from 1 60 minutes if you use Business Communications Manager or 1 30 minutes if you use CallPilot 100 150 7 Ifyou want to change the message retention period in the Message Retention Period box type a value from 1 365 days or type 0 if you do not want messages to be purged 8 Ifyou want to change the maximum greeting length in the Max Greeting Length box type a value from 1 30 minutes 9 Ifyou want change the Off prem
148. nistration n e Change Many Lines Operations CLID Routing Table Greeting Tables Holidays Company Greetings Customized Digits Configuration Custom Call Routing Networking Contact Center Reports Configuration Operations 3 Click the Add button A New Item appears in the Holiday List N0027247 Chapter 6 Setting up the Auto Attendant 65 4 10 11 Click the Change link for the New Item The Holiday Setup page appears NORTEL Main Logout Help Holiday Setup Name Date Occurs every year on the same date Non Morning Afternoon Evening 7 Business Greeting 1 J 1 x 1 xi 1 z CCR Tree None i None x None None x Hours 12 00AM _ 1200Pm_ e 00PM_ B 00PM__ eg1200 am Cancel In the Name box enter a name for the holiday The name can be a maximum of 63 characters From the Date boxes select a month and a day You can enter February 29 if you are creating a recurring holiday because a match will occur every Leap Year or if you are not creating a recurring holiday but the year to which the date applies is a Leap Year Select the Occurs every year on the same date check box if the date occurs every year on the same date such as Valentine s Day which always occurs on February 14 Do not select the check box if the holiday does not occur every year on the same day From the Morni
149. ns the caller to the Previous menu Home returns the caller to the Home Menu e Disconnect disconnects the call Display A one line or two line display on the business telephone that shows CallPilot commands and options Display buttons The three buttons that appear below the display on a two line display telephone When pressed these buttons select the specified CallPilot option Display options The choices that appear on the display of a two line display Options that appear on the display can be selected using the display or dialpad buttons 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 The extension length ranges from two to seven digits Feature code A unique three digit code 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 The other Special Mailbox is the System Administrator Mailbox CallPilot Manager Set Up and Operation Guide 172 Glossary 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 incomi
150. nt button To close the report window click the Close button Types of reports Directory Report This report shows information for mailbox owners listed in the Company Directory and includes the following Subscriber mailbox owner s name MB mailbox number Type type of mailbox Ext extension number Name Recorded whether mailbox owner has recorded their name in the Company Directory Greeting Recorded whether mailbox owner has recorded a greeting If both Name Recorded and Greeting Recorded are N the mailbox is not initialized CallPilot Manager Set Up and Operation Guide 104 Chapter 9 CallPilot reports Mailbox Information Report This report shows the following for each mailbox MB mailbox number Type SUB Subscriber ADM System Administrator GDM General Delivery Mailbox FOD Fax On Demand Business Communications Manager only FOV Fax Overflow Business Communications Manager only NET AMIS or Site INFO Information Directory Name The name of the mailbox An asterisk appears beside the name if the mailbox name is not in the Company Directory Ext The mailbox extension cos The Class of Service for the mailbox Total The total volume of messages in the mailbox not including space taken by mailbox greetings shown as messages Msg and minutes Min New The total volume of new messages in the mailbox shown as messages Msg and minute
151. ntries appear The information in the Fax Requests Report is kept for the last seven days for which records are complete does not include traffic for the current day since this day is not complete Note The Fax Usage report is available only if you have the Fax option installed System Configuration Report The System Configuration Report shows how the system is configured Note Multimedia Contact Center is not available for BCM50 Some sections appear only if the option is installed System options Describes system wide attributes included in Setting the system properties on page 113 and Auto Attendant properties such as Return to AA and Touchtone Gate Installed voicemail Lists the optional features enabled at your site options AA Greetings Lists system greetings shows whether the greeting is recorded and lists the Greeting Tables that reference it Greetings that are not recorded or used in any Greeting Table are not shown The comment TTG appears for the prompt used as the custom Touchtone Greeting prompt H is for greetings used for a holiday Greeting table Shows the configuration of each Greeting Table Holidays Shows the configuration of holidays in the Holiday Schedule N0027247 Chapter 9 CallPilot reports 111 Contact Center parameters Contact Center agents Appears if Contact Center is installed The Primary Alert Secondary Alert
152. number e yis from 1 to 8 inclusive For example e F941 sporting goods e F942 meat department e F943 customer service When F9xy is used Auto Attendant 1 transfers the call at the user s set to the voicemail 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 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 call is parked and a page says Sporting Goods please pick up XXX XXX is the park code like 101 or 102 The Sporting Good representative presses the Intercom button and XXX to pick up the call CallPilot Manager Set Up and Operation Guide 100 Chapter 8 Working with CCR Trees Disabling a CCR Tree Before you make any changes to a CCR Tree remove any references to the CCR Tree from the Greeting Tables and the CLID Routing Table to ensure that service is not disrupted Note If any CCR Tree references are used by Contact Center routing or overflow tables you must also remove these references Refer to the Contact Center Setup and Operation Guide for information on modifying the routing and overflow tables To remove references to a CCR Tree from a Greeting Table 1 5 Click the Auto Attendan
153. o 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 Guest mailboxes Subscriber mailboxes Subscriber mailboxes e are assigned to subscribers by the System Administrator e include Guest mailboxes e are maintained by the mailbox owner subscriber e can be listed in the Company Directory under the mailbox owner s name e are protected by a password that the subscriber can change or can be reset to 0000 by the System Administrator if the subscriber forgets the password System Administrator The person responsible for configuring updating and maintaining the CallPilot system CallPilot Manager Set Up and Operation Guide 176 Glossary System Administrator Mailbox One of the two Special Mailboxes It is used by the System Administrator for sending Broadcast Messages 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 Tone dial telephone A push button telephone that emits DTMF tones Transfer On a CCR Tree a Transfer prompt provides a caller with access to an extension or an external number an extension or an external number A Transfer prompt is assigned a one digit number that appears in a menu When this number is pressed the caller automatically transfers to an extension or external number Voice promp
154. ode box type the access code Select the Enable Reply Translation box if you want to enable reply translation Click the Submit button 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 that the system looks 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 118 To build a Dialing Translation Table 1 2 Click the Configuration heading Click the Dialing Translation Table link The Dialing Translation Table page appears Click the Add button The Dialing Translation Setup page appears In the Input Value box type the input value In the Output Value box type the output value Click the Submit button Reviewing Dialing Translation Table entries You can review the entries in the Dialing Translation Table at any time N0027247 Chapter 11 Dialing Translation 121 To review Dialing Translation Table entries Click the Configuration heading 2 Click the Dialing Translation Table link The Dialing Translation Table page appears 3 After you review the Dialing Translation Table entries click the Main button Changing a Dialing Translation Table entry After
155. ode 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 hear an Information message leave a message in a mailbox transfer to an extension a paging system or an external number have their call parked and a page generated go to a sub menu Custom Call Routing overview Incoming call Auto Attendant answers Company greeting plays Custom Call Routing Home Node Auto Attendant Menu options play options play See Auto Attendant Menu on page 72 See Example of a Home node on page 83 CallPilot Manager Set Up and Operation Guide 82 Chapter 7 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 You can have up to ninety nine CCR Trees on your system After you build a CCR Tree you must assign it to a Greeting Table The Greeting Table specifies which CCR Tree plays to callers After callers hear the Company Greeting and the optional Touchtone Gate they hear the Home node of the CCR Tree instead of the Auto Attendant menu The Home node for a CCR Tree can be e amenu with choices that lead to other menus announcements mailboxes or transfers e an Information node that plays an announcement e a Transfer node that transfers c
156. ollow the steps in Recording greetings prompts and names on page 53 to record a message or N0027247 Chapter 8 Working with CCR Trees 89 8 follow the steps in Importing greetings prompts or names on page 58 to select a previously recorded message Click the Submit button To create a Home Transfer node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Create link for the CCR Tree you want to create The New CCR Tree page appears From the Create Options option select Home Transfer Node Click the Submit button The CCR Tree Properties page shows the new CCR Tree Click the Change link for the CCR Tree The CCR Transfer Node Properties page appears In the Caption box type a name for the Transfer node such as Sales From the Outdial Method list box select an outdial method The outdial method is the telephony resource that is used to transfer the call e Select Line to use an external line to transfer the caller to an external telephone number and enter the line number you want to use e Select Pool to use a line pool to transfer the caller to an external telephone number and enter the Line Pool number you want to use e Select Route to use a Routing Code to transfer the caller to an external telephone number e Select Intercom to transfer the caller to an extension In the Phone Number box type the extension or external telephone number Click
157. ols are used to Highlight critical information for the BCM system Caution Alerts you to conditions where 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 Warning Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure K Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Ka N0027247 Chapter 1 Getting started 17 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 FLAY Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone optio
158. or password expiry to a low value so that mailbox owners must change their password frequently Mailboxes with a Class of Service with a high or indefinite password expiry interval setting have an increased likelihood of unauthorized use of the CallPilot or Business Communications Manager system Changing mailbox settings After you add a mailbox you can e reset the mailbox password e change the mailbox properties N0027247 Chapter 4 Working with mailboxes 47 e edit a Class of Service To reset a mailbox password 1 Click the Mailbox Admin heading The Mailbox List page appears 2 Click the Reset Password link for the mailbox you want to reset the password for A message appears that asks you to confirm your request to change the password 3 Click the OK button Note Reset a password only if the mailbox owner forgets it or is locked out The password for the 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 To change mailbox properties 1 Click the Mailbox Admin heading The Mailbox List page appears 2 Click the Change link of the mailbox you want to modify The page appears for the mailbox you select 3 Modify the properties you want to cha
159. ord a new list name view the Group List or delete the Group List 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 refer to Setting the system properties on page 113 The Group List number acts like a mailbox number when you leave a message for the mailboxes in the Group List This table shows an example of a Group List Group List number Name Mailbox number 901 Sales 224 223 233 CallPilot Manager Set Up and Operation Guide 50 Chapter 4 Working with mailboxes Group List number 902 Name Shipping Mailbox number 227 221 N0027247 Chapter 4 Working with mailboxes 51 Adding a Group List A mailbox must be initialized before you can add it to a Group List For information about how to initialize a mailbox refer to Initializing a mailbox on page 38 To add a Group List 1 2 10 11 12 13 Click the Mailbox Administration heading Click the Group Lists link The Group Lists page appears If the Fax option is installed select either Fax or Voice as the type of Group List you are adding Fax is not available on CallPilot 100 150
160. ou 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 N0027247 Chapter 8 Working with CCR Trees 99 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 1 Onthe Auto Attendant properties page set the feature code range and number of feature codes assigned to the different CCR trees For more information refer to Setting the Auto Attendant properties on page 73 Build your CCR tree Program memory buttons on the 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 feature codes must not be the same as other applications The codes must correspond to F9xy where e x represents the tree number e xis from 1 to 7 inclusive x cannot be 0 8 or 9 e y represents the node
161. ou can e upgrade storage capacity e encourage subscribers to delete unneeded messages Resetting Mailbox statistics To reset the statistics for all mailboxes 1 Click the Reports heading 2 Click the Reset Mailbox Activity link A message appears that asks you to confirm the request to reset the statistics 3 Click the Reset button N0027247 113 Chapter 10 CallPilot system properties Setting the system properties Click the Configuration heading 2 Click the System Properties link The System Properties page appears The Voice Mail version is displayed 3 Inthe Max Outcalling Channels box type the maximum number of channels used for calls generated by voicemail Do not type a value that is higher than 50 of your available channels The limit ensures that there are enough channels to accept incoming calls from outside callers and subscribers The default number of voice channels assigned for outcalling is 1 If you have Multimedia Contact Center installed on your system or if you use AMIS networking set the Max Outcalling Channels to a value higher than 1 Also to ensure that the Outcalling Channels do not consume all the available voice ports set the minimum number of voice ports to a number higher than the Outcalling Channels For more information see the BCM Administration Guide 4 The Enable Voice Mail check box to is selected by default If you enable voicemail callers who call an extension that does not
162. oubleshooting CallPilot 0 00 e eee eee eee eee 145 CallPilot configuration tips 200 e eee eee eee 151 Teall Forward AWCE ririri a EENE REOS 152 G Your Toes Dance MUNO annene iE EEN 153 The Gantial rocopionb enen ei eos 153 Greeting Table 1 for On Your TOES sninen aadi 154 Te Cetus FOO eirinen EER E S 154 Bridge Stone ET CTU assiriana basen tanttesantameemaandeuecmaniaeecd 155 The Genital eGeponiet ace ianciidingu neat ba ee 155 Greeting Table 1 for Bridge Stone Engineering ccccccscceeseeeeeeeeeeeeeeeeeeeeeeeeaeeeee 156 The Customer Service and Sales department ccccceseeceeesseeeeeeeeeseneeeseneeeeeeaeees 156 TOST tees cs teereemreer rer entre epee reer errr ree tre tet meee Pree renee ne errr err ete rere ee 157 SMEP ANN RECANO iaer a EEA REANA AA E ENNAN 157 Setting up CallPilot 100 150 as a Centralized Voicemail system 163 To enable External Initialization Redirect DN and network transfers neee 164 To configure lines to be answered by the Centralized Auto Attendant 0000 165 Default configuration values 0 2 ccc e eee eee eee eee 167 CallPilot Manager Set Up and Operation Guide 6 Task List N0027247 Contents Chapter 1 Getting Stared 6c cccccscceietevierecascdieeeue ce Ceeiaeetaeenes 13 PROUIIISTAUIGS 4 5344 4 ces es ohne dai 38 bee he ios se eeeA Seed hee ees 13 About CallPilot MANAGE oacccaucsdaces cd donee ceed aeeea ter idee barnes 1
163. owner s last and first names Do not create a name that starts with the number 1 for example 1 Smith From the Class Of Service list box select a Class of Service Clear the Display in Directory check box if you do not want the mailbox owner s name to appear in the Company Directory Clear the Enable Message Waiting check box if you do not want Message Waiting Notification to appear on the mailbox owner s telephone display From the Outdial type list box select Line and type the specific outgoing line you want to assign for outdialing or select Pool and type the Line Pool number you want to assign for outdialing or select Route to assign a route code for outdialing or click None if you do not want to assign outdialing capabilities Select the Enable Auto Login box if you want to assign Auto Login to the subscriber In the Alternate Ext 1 box type the Alternate extension If you do not require an alternate extension leave this box empty If you require additional alternate extensions repeat step 13 for Alternate Ext 2 Alternate Ext 3 Alternate Ext 4 and Alternate Ext 5 boxes If you do not require other alternate extensions leave these boxes empty CallPilot Manager Set Up and Operation Guide 42 Chapter 4 Working with mailboxes 15 16 17 18 19 20 Select the Enable Call Screening check box to assign screened transfers to the mailbox owner or clear the Call Screening check box to assign
164. ox select the Mailbox option and in the box type the destination mailbox number e a CCR Tree select the CCR Tree option and from the list box select the CCR Tree number You can leave the Path box empty to route the caller to the Home node of the Tree To route the caller to a specific node of a Tree in the Path box type the sequence of digits the caller presses to go from the Home menu to the target node Click the Submit button To change a telephone number in the CLID Routing Table 1 2 6 Click the Auto Attendant heading Click the CLID Routing Table link The CLID Routing Table page appears Click the Change link for the entry you want to change The CLID Setup page appears with the telephone number in the Calling Line ID box Edit the entry by changing the telephone number in the Calling Line ID box or by changing the transfer options for the number If you want to change the transfer option for the telephone number at the Transfer To option assign how you want the telephone number to transfer If you want calls from this number to transfer to e a Greeting Table select the Greeting Table option and from the list box select a Greeting Table number e an extension select the Extension option and in the box type the destination extension number e a mailbox select the Mailbox option and in the box type the destination mailbox number e a CCR Tree select the CCR Tree option and from the list box select the CCR Tree nu
165. ox 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 CallPilot Manager Set Up and Operation Guide 32 Chapter 3 CallPilot mailboxes 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 that is appropriate for the mailbox You select a COS when you add the mailbox and the system uses the associated values The COS tables have default values as shown on page 33 You can change the values to meet the needs of your company For information about viewing o
166. peat Key list box choose a digit that lets callers repeat the current menu prompt 5 Click the Submit button CallPilot Manager Set Up and Operation Guide 72 Chapter 6 Setting up the Auto Attendant Auto Attendant Menu The Auto Attendant Menu plays after the Company Greeting and when an internal mailbox owner with a one line display telephone accesses the Auto Attendant The default Auto Attendant Menu prompt is Using the dialpad please enter the extension you wish to call To use the directory press To leave a message press To reach an Operator press 0 Recording a Custom Menu If you do not want to use the default Auto Attendant Menu prompts you can enable the Custom Auto Attendant Menu Prompts in the Greeting Tables page You can record a prompt from your computer or your telephone handset or you can select a previously recorded prompt With a Custom Menu prompt you can provide callers with a list of options such as choosing the Alternate Language accessing the Company Directory or reaching an Operator A Greeting Table has two Custom Menu prompts one for a Primary prompt and one for an Alternate prompt for example Press 9 for French Note It is recommend that you record prompts that are at least eight seconds long To record a Custom Menu prompt 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears 3 Click the Change l
167. phone This feature is a Mailbox property that is not controlled by a Class of Service Never Full Mailboxes The Never Full Mailbox feature lets an external caller leave a message in a Subscriber mailbox even if the mailbox is full The message is stored but cannot be accessed until the subscriber deletes at least one saved message Off premise Message Notification Remote Notification Off premise Message Notification also called Remote Notification lets subscribers direct their messages to any telephone number extension or to a pager This feature is part of the Class of Service Operator The Operator is the person whose extension rings when a 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 called the Target 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 Operator Status setting tells the system whether a Receptionist or designated Operator is available Option 1 A CallPilot choice that is given to a caller through voice or display prompts 2 An optional CallPilot feature that you enable with a software authorization code Outdial type The Outdial type determines which
168. r default extension 00 00 cee eee ee 134 Setting the Business SAWS dceeereees eeeeeeenanee es dea Re eeEeaEds 135 Changing greetings or the Business Status from a remote telephone 136 Setting Up i e answering onan cad beh aie e one eae eee ead 137 Chapter 14 Broadcast and Information messageS 6 0 0ee eee eee e eee 139 About Broadcast Messages oes cede ieee ei teehee eel sees Sew e So eeee ewes 139 Information mailbox messages 06 c ee ee 141 About recording an Information mailbox message 200 eee ae 141 Chapter 15 Troubleshooting CallPilot 000 cece eee eee eee eens 145 Chapter 16 CallPilot configuration tipS 00 eee 151 Delayed answering by the Auto Attendant 0 0 0 cee eee ee 151 Ringing lines and answer buttons 4 5 cascacesenaseeeeveereraaveuas 151 Rnorng Answer PUNON chic teed edie nee ities bores erna aA 151 Using Call Forward All Calls CFAC 0 0000 cee eee 152 How to set up CallPilot for different businesses 20 0c eee eee 153 CallPilot for a small business 456 0686s eee naaa 153 CallPilot for a medium business 00 naaa 155 Fesur COMPONOUNY 26 6 tuck ta nee riets weit EREE ENEE DRAE 157 Chapter 17 Setting up CallPilot 100 150 as a Centralized Voicemail system 163 Requirements for using Centralized Voicemail unana aaaea 163 Configuring your system for Centralized Voicemail nauau anaan
169. r editing the values refer to Viewing or editing a Class of Service on page 47 Class of Service values Prompt language Mailbox message time Message length CallPilot is available with two languages 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 The total message time available to a mailbox The maximum message time is 180 minutes Mailboxes have a Never Full mailbox feature that lets external callers leave a message in a full mailbox The message is stored in the mailbox but cannot be accessed until a saved message is deleted The maximum length of an incoming message Message length is 1 60 min for Business Communications Manager 1 30 min for CallPilot 100 150 Message retention period The number of days messages are saved in a mailbox Message retention period is from one to 365 days or 0 indefinitely Greeting length The maximum length of a mailbox greeting Greeting length is 1 30 minutes Off premise Message Notification Redirects messages to another extension telephone number or pager Dialing restrictions that apply to outdial lines apply to Off premise Message Notification Retry intervals Number of attempts For Off premise Message Notification the minutes between attempts to notify the recipient of a new or urgent message The retry in
170. record the greeting or prompt For a local extension just type the extension number For a telephone number that is not a local extension type the sequence of digits that dial the telephone number from the voicemail system For example you might need to dial 9 the area code and then the telephone number For a telephone number that is not a local extension the number you dial must use a destination code For more information about destination codes refer to your telephony System Administrator Click the Dial button The telephone rings Pick up the handset or use a headset Do not use Handsfree Click the Record button After the tone record your greeting or prompt After you finish recording click the Stop button To listen to the recording click the Play button or to save the recording click the Save button Your recording will not be saved if you hang up the telephone before you click the Save button Click the Close button and replace your telephone handset The next time you play or record the phone number shown in the Connect to box is dialed You do not need to hang up each time The connection remains for several minutes even if you close the window You can access another greeting or prompt without having to re answer your telephone The connection disconnects after several minutes of inactivity or if you log off CallPilot Manager To listen to the prompt click the Play button or to save the recording click th
171. ree click the Close button Adding nodes to the Home node If you create a CCR Tree with a Home menu node and you have more choices than fit conveniently in the Home node menu you can create sub nodes To create sub node menus add a Menu node to your Home node menu After you 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 assign another set of options in the next level of tree depth Options for each menu can be e another Menu e an Information node e a Transfer node e a Mailbox node e a Park and Page node You can assign up to eight options to each menu A Menu sub node gives callers single digit access to another list of options For example if your Home node menu says To place an order press 1_ To add your name to our mailing list press 2 To reach our sales department press 3 To speak with our attendant press 0 N0027247 Chapter 8 Working with CCR Trees 91 Callers can press to hear more options such as To hear our weekly specials press 1_ To speak with the Order Desk press 2 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 To add a Menu node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link for the CCR Tree that you want to add a Menu node to The C
172. ries and interval in minutes for a Fax On Demand mailbox OPN RNPHONE Off Premise Notification to a telephone OPN RNPAGER Off Premise Notification to a pager OPN RNEXT Off Premise Notification to an extension OPN RNSTATUS Current status of Off Premise Notification and start and stop times TRANSE The telephone number used when Outbound Transfer is set to an external destination FAXPRE Preset Fax destination Business Communications Manager only SELECT SIZE For each document in a Fax On Demand mailbox lists selection ID and size in equivalent message minutes Business Communications Manager only AMIS MBOX System access phone number and target mailbox number of a AMIS Network Delivery mailbox SITE MBOX Site address of a Network Delivery mailbox MSGLINE Express Messaging line number CallPilot Manager Set Up and Operation Guide 106 Chapter 9 CallPilot reports All Mailbox Activity Report The Mailbox Activity Report shows seven day usage information for all Subscriber mailboxes on the system The starting point of this report is the last full day of activity For example if the full day of activity is Tuesday the report begins on Tuesday and goes back seven days to the previous Wednesday When you print this report check that the printer has enough paper Because of the size of this report print at night or during a slow time To get the full benefit of this report print it on the same day each week a
173. 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 Before Page then you should not use the CFNA or Call Forward All Calls CFAC features To add a Park and Page node 1 10 11 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link for the CCR Tree that you want to add a Park and Page node to The CCR Tree Properties page appears Click the Park amp Page link for the menu you want to add the node to The new Park amp Page node appears on the CCR Tree Properties page Click the Change link for the Park and Page node The CCR Park and Page Node Properties page appears In the Caption box type a name for where you are paging the caller to for example Support Hotline The caption can be a maximum of 50 characters If you want to transfer the call to an extension before you park and page it in the Transfer DN box type the extension you want to transfer the call to If the call is not answered at this extension it returns to the CCR Tree and a Park and Page is performed If you leave this box clear the call is immediately parked and paged Select the Transfer Before Page check box if you want to transfer the call to the extension you specify in the Transfer DN box before it is parked and paged after the call park timeout If you define a Transfer DN but do not select the Transfer before
174. rt usage on a 7 day rolling basis The Port Usage section e shows the last seven days for which record collection is complete e shows the most recent statistics in the left column N0027247 Chapter 9 CallPilot reports 109 does not include the current day because record collection for this day is not complete Allocation shows the minimum and maximum number of ports allocated to voicemail Port Status shows an asterisk beside the port number if the port is disabled when the report if generated Period start for each day of the week shows the percentage of the time period when all ports were busy A non zero value is possible but a value consistently higher than 1 or 2 during peak time periods indicates a need for additional ports Periods in which at least one port is disabled are shown with an asterisk Use the Call Handling section to see the type of calls that create traffic for the voicemail server Look for differences over time by weekday The Call Handling section shows each class of call by number of calls total duration and average duration all outgoing calls in a single category For example a call is counted as a Message Notification even if the called party logs on Outbound Transfer calls with the few seconds of additional connect time caused by the unsupervised transfer included in the connect time of the incoming call Call Screening calls with the holding time of the ca
175. s Table 1 Class of Service Class of Service Parameters Msg Enable Off Password Max Mbx Max retention Max premise Max Expiry Enable Msg Msg Period Greeting Notifi Retry Number Max Days Personal Time Length Day Length cation Intervals of Enable Incorrect 0 365 Target Enable User cos Min Min 1 365 Min Remote Min Attempts Outbound Password O never Enable Atten Record Prompt Interface i Name 1 _ a Notification 1 120 1 Transfer zer dant Call Language Style Command Primary NVM Change Yes No Primary Change No Primary NYM Change Yes No Primary NVM Change Yes No Primary NYM Change No Primary NYM Change NYM Note The Enable Networking setting is available if you have installed the Message gt Networking option Mailbox options You can change these mailbox options which are not included in the mailbox Class of Service e Company Directory e Message Waiting Notification e Outdial type e Auto Login e Alternate extension e Express Messaging Line e Call Screening e Mailbox Restrictions e Park and Page CallPilot Manager Set Up and Operation Guide 34 Chapter 3 CallPilot mailboxes Company Directory The Company Directory is an internal voice list that contains the spoken names of mailbox owners with initialized mailboxes who are assigned to the directory and the names of other mailboxes that you record a spoken name for such as Information ma
176. s Min Unsent Unsent messages Outdial The outdial parameters The mailbox can have one or more information messages which contain an alphanumeric tag and a descriptive string To reduce the number of report output lines a mailbox setting or condition is reported only if it is different from the default setting or normal condition Possible tags are as follows UNINIT Mailbox is not initialized NONAMEREC Mailbox is initialized but name is not recorded NOGREET Mailbox is initialized but Primary greeting is not recorded LOCKED Mailbox is disabled because number of incorrect password attempts is exceeded NOMWI Mailbox has a primary extension but Message Waiting is disabled FULL Mailbox is full NOACCEPT Subscriber has set mailbox to not accepting messages N0027247 Chapter 9 CallPilot reports 105 NOADDRESS Address is not specified ALTDN1 Alternate extension 1 is defined ALTDN2 Alternate extension 2 is defined FAX ONLY A Fax Only option for an Express Messaging Line is defined for Business Communications Manager If fax only is enabled the message line FAX ONLY is displayed ATDT A Target Attendant is defined XFERS Screened Transfers are screened Blind transfers are normal and are not shown METHOD LIMIT The delivery method and maximum number of selections for a Fax On Demand mailbox RETRY INT The number of ret
177. s prompts and names on page 53 For information about creating Customized Digits recordings see Creating Customized Digits recordings on page 97 13 Click the Submit button N0027247 Chapter 8 Working with CCR Trees 97 Creating Customized Digits recordings You can record customized recordings for the digits 0 through 9 in the primary and alternate languages If you select the Use Customized Digits check box Customized Digits are used to play the park string in your voice for example Electronics call on 101 If you select the Use Customized Digits check box you must record recordings for every Customized Digit If your system is bilingual you must record recordings in the primary and alternate languages If you use a Business Communications Manager you can import and export Customized Digits recordings using CallPilot Manager or remote management For more information about remote management refer to your Network Configuration Guides See Symbols and text conventions on page 16 To create Customized Digits recordings 1 Click the Auto Attendant heading and click the Customized Digits link The Customized Digits page appears 2 For digits 0 through 9 click the Voice links and record your customized digit recording In your recording say the name of the digit for example three For information about recording greetings see Recording greetings prompts and names on page 53 Record alter
178. s 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 N0027247 Chapter 15 Troubleshooting CallPilot 149 Callers who access a Park and Page node hear The person you have called is not available If you have not defined a park prefix or if 25 calls are already parked the caller hears the prompt The person you have called is not available and the call goes to the previous parent node in the CCR Tree For more information about Park and Page nodes refer to Adding a Park and Page node on page 94 CallPilot Manager Set Up and Operation Guide 150 Chapter 15 Troubleshooting CallPilot N0027247 151 Chapter 16 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
179. ss Press 9 R to access the Remote Administration Menu a fF WA N Change a greeting or assign the Business Status to open or closed CallPilot Voicemail Interface From an outside tone dial telephone call the System Administrator mailbox During the greeting press or if you are in Europe or Australia press 88 Enter the System Administrator Mailbox number and password and press Press 8 0 B to access the Remote Administration Menu a fF WA N Change a greeting or assign the Business Status to open or closed Note If you are going to perform remote administration make sure you follow the correct interface determined by the user interface programmed in the Class of Service of the System Administration mailbox For information about Class of Service settings see Mailbox Class of Service on page 32 N0027247 Chapter 13 CallPilot Manager operations 137 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 Auto 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 refer to Setting the Auto A
180. ss Passwords Access passwords control access to administration functions Note Access passwords are available only on CallPilot 100 150 Create a Contact Center administration password if you want the Contact Center Administrator to be able to administer Contact Center without being able to control other CallPilot Manager settings The Contact Center administration password cannot be the same as the system administrator password or the modem access password Create a modem access password if you want to enable modem access With modem access Nortel distributors and support people can use a modem to connect to the CallPilot system and download the system log This feature is available only for CallPilot 100 150 For information about using modem access refer to the CallPilot 100 150 Installation and Maintenance Manual To set access passwords 1 Click the Configuration heading 2 Click the Access Passwords link The Access Passwords page appears 3 To set an access password for Contact Center administration e Inthe Contact Center Administration box type the Contact Center administration password e Inthe Confirmation box type the Contact Center administration password again 4 To set an access password for modem access Inthe Modem Access box type the modem access password e In the Confirmation box type the modem access password again 5 Click the Submit button Configuring CallPilot network settings You can set
181. ssage If you use a 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 Refer to the procedure To record an Information mailbox message on page 143 to record an Information mailbox message N0027247 Chapter 14 Broadcast and Information messages 143 To record an Information mailbox message Greeting oFtions REC CHOOSE i Greeting PRIME ALT PERS Record now YES Ho QUIT Record greeting RETRY Ok Accert greeting RETR PLAY OF 1 Press Q je fj 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 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 AD IH or e Press GREET or e Go to step 3 Press REC or fi Press PRIME or fi to record the Primary Information mailbox message or press ALT or 2 to record the Alternate Information mailbox message Press YES or fi 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
182. started 15 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 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 CallPilot Desktop Messaging is available for CallPilot 100 150 Audience This guide is for system administrators who configure and maintain CallPilot on a Business Communications Manager or CallPilot 100 150 To use this guide you must e be an 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 CFB Call Forward on Busy CFNA Call Forward No Answer CLID Calling Line Identification CO Central Office COS Class of Service DID Direct Inward Dialing DN Directory Number DND Do Not Disturb DTMF Dual Tone Multi Frequency EWT Expected Wait Time MMCC Multimedia Contact Center MWI Message Waiting Indication NVM Norstar Voice Mail CallPilot Manager Set Up and Operation Guide 16 Chapter 1 Getting started Symbols and text conventions These symb
183. t heading Click the Greeting Tables link Click the Change link for the Greeting Table that uses the CCR Tree that you want to disable The Greeting Table Setup page appears For each time of day remove the CCR Tree you want to disable by choosing another CCR Tree number or None from the CCR Tree list box Click the Submit button To remove references to a CCR Tree from a CLID Routing Table Click the Auto Attendant heading Click the CLID Routing Table link The CLID Routing Table page appears Click the Change link for the CLID Routing Table rule that uses the CCR Tree that you want to disable The CLID Setup page appears To remove the CCR Tree from the CLID Routing Table either e select another CCR Tree from the CCR Tree list box and enter the path in the Path box or e select a Greeting Table Extension or Mailbox to transfer the call to Click the Submit button N0027247 Chapter 8 Working with CCR Trees 101 Changing a node To change the properties of a node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link of the CCR Tree that contains the node you want to change The node properties page appears Click the Change link for the node you want to change and change the properties of the node For information about the node properties refer to e Adding an Information node on page 91 e Adding a Mailbox node on page 92 e Addi
184. tar and Business Communications Manager The default setting for these systems is NVM For other systems CallPilot is the default user interface If you use CallPilot 100 150 select your country from the Country list box If you use CallPilot 100 150 select your time zone from the Timezone list box If you use CallPilot 100 150 select the Daylight Savings Time check box at the start of Daylight Savings Time When Daylight Savings Time ends clear the check box This setting ensures that the message times for Desktop Messaging are correct If you use CallPilot 100 150 the Feature Code Range settings appear Nortel does not recommend you change these settings except possibly if you use two CallPilots on one KSU For more information refer to the CallPilot 100 150 Installation Guide Click the Submit button CallPilot Manager Set Up and Operation Guide 116 Chapter 10 CallPilot system properties N0027247 117 Chapter 11 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 recognized and dialed on the local network using the Reply feature For Dialing Translation to occur you must create a Dialing Translation Table that translates the digits of an external number into a number that can be dialed by CallPilot CallPilot consults the restrictions and schedules tables
185. tary dials cannot be used internally with CallPilot Answer buttons For information about Answer buttons refer to Ringing Answer button on page 151 Autodial internal To determine the CallPilot extension press Ce JR 8 J You can use autodial for Busy Lamp Field BLF indication for all voice channels This allows CallPilot channels to be monitored during busy periods CallPilot Manager Set Up and Operation Guide 158 Chapter 16 CallPilot configuration tips Automatic Set Relocation Must be set to No when changing the CallPilot extension and connections between the Norstar and Business Communications Manager Call Forward All Calls CFAC Any ringing line or answer button appearance on a set forwards to the extension specified by the call forwarded 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 is 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 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
186. tem 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 your telephone is forwarded 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 100 150 or Business Communications Manager requests both a mailbox number and a password A subscriber cannot reply to an external caller or use Off premise Message Notification or Outbound Transfer An Outdial type 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 The default for Outdial type is None Until you assign a line route or line pool as the Outdial type for a mailbox the mailbox owner can use the Reply feature to return calls from internal extensions only Off premise Message Notification for internal extensions only and Outbound Transfer for internal extensions only For subscribers to reply to external callers you must enable Reply Translation in the Dialing Translation Properties and subscribers must be replying to numbers that are translated in the Dialing Translation Table There must also be enough free resources in the system If ther
187. ternal Initialization Make Directory Available Enable General Delivery Mailbox Enable Redirect DN Enable Network Transfers Enable Bilingual Primary Language 41 00 23 22 i e a aa 3000 500 3000 milliseconds o o This item is used for the Centralized Voice Mail feature only Oo o English North American x 2 Select the Enable External Initialization Enable Redirect DN and Enable Network Transfers checkboxes 3 Click the Submit button N0027247 Chapter 17 Setting up CallPilot 100 150 as a Centralized Voicemail system 165 Configuring lines to be answered by the Centralized Auto Attendant For more information about configuring lines refer to Configuring line answering on page 80 To configure lines to be answered by the Centralized Auto Attendant 1 ao a Aa Q In CallPilot Manager click the Auto Attendant heading The Line Administration page appears For each line that you want to be answered by the Centralized Auto Attendant click the Change link The Lines Properties page appears From the Answer Mode list box select Auto Attendant In the Table Skillset Number box enter 1 From the Number of Rings list box select how many rings before CallPilot answers Click the Submit button Centralized Voicemail notes You can create several mailboxes using the F983 Create Mailbox Utility option 66 or the Add Many Mailboxes feature i
188. ternate 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 Holiday List You can create a list of holidays with their own special greetings in the Holiday List The Holiday List can have a maximum of 100 holidays For each holiday you can assign greetings and CCR Trees based on the time of day You can create holidays that occur once or you can create recurring holidays that take place on the same day each year such as Valentine s Day which occurs on February 14 every year CallPilot Manager Set Up and Operation Guide 64 Chapter 6 Setting up the Auto Attendant To add an entry to the Holiday List 1 Click the Auto Attendant heading The Lines Administration page appears 2 Click the Holidays link The Holiday List page appears NORTEL Main Logout Help Holiday List Name Date Status Command Mailbox Administration Auto Attendant General Properties Lines Administration Change Many Lines CLID Routing Table Greeting Tables NORTEL Main Logout Help Custom Call Routing Networking Holiday List Name Date Status Command New Item Unused Change Delete New tem Unused Change Delete Contact Center Mailbox Administration Reports Auto Attendant General Properties Lines Admi
189. terval is from 1 to 120 minutes 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 4 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 expires Networking If you have installed the Message Networking option callers can send messages to different mailboxes at various sites on a communication network Target Attendant Lets subscribers set up a Personal Target Attendant If not callers are directed to the Target Attendant specified in the Greeting Table Call Record Lets subscribers use the Call Record feature With Call Record 9 8 J 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 CallPilot CP N0027247 Chapter 3 CallPilot mailboxes 33 Class of Service default values Table 1 shows the Class of Service default value
190. the Save button to save the greeting or prompt The greeting or prompt that you save replaces the original prompt or greeting Click the Close button and replace the telephone handset You must replace the telephone handset before you import the file If you want to enter a caption for the greeting click the Refresh button on your browser Click the Add Caption link for the greeting The Greeting Caption page appears In the Greeting box type a descriptive name for the greeting The greeting caption can be a maximum of 30 characters N0027247 Chapter 5 Recording greetings prompts andnames 59 15 Click the Submit button Note If you want to change the Greeting Caption click the Change Caption link and make your changes Exporting greetings prompts or names You can export a previously recorded greeting or prompt to a computer file in wav format or in its native format You cannot export a previously recorded greeting or prompt if you use CallPilot 100 150 Export the greeting or prompt in its native format if you want to re import the file later You can re import the file to your system or another voicemail system Export the file in its native format if you want to use the same company greetings or Auto Attendant prompts at different company locations If you keep the file in its native format you avoid converting the file to another format which can lessen its sound quality Export the greeting or prompt in
191. the park string If you do not use Customized Digits CallPilot system prompts are used to play the park string which means that callers hear two different voices For more information about Customized Digits refer to Creating Customized Digits recordings on page 97 Unanswered parked calls wait for the retry interval as defined in the park and page node s properties and then the page is retried Note To use Park and Page you must have a park prefix defined in your system telephony programming If you change the park prefix you must wait 15 minutes for the change to take effect If you want the change to be effective immediately you must reboot your system If you use a Business Communications Manager refer to the Networking Configuration Guide or contact your System Administrator If you use a CallPilot system refer to the Norstar System Coordinator Guide or contact your System Coordinator N0027247 Chapter 8 Working with CCR Trees 95 gt Note If you configure a CCR Tree with a Park and Page node with the Transfer 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 voicemail instead of to the Page If you set CFNA with more
192. tings Afternoon 70 assigning to a Greeting Table 68 Evening 70 troubleshooting 145 Group List adding 51 changing 52 numbers 49 troubleshooting 148 Group List Leading Digit setting 113 Guest Mailbox adding 42 H Hold CallPilot Feature Compatibility 159 Holiday List adding an entry 63 changing anentry 67 deleting an entry 67 status expired 66 pending 66 repeating 66 today 66 unused 66 Home node Custom Call Routing CCR 84 Information mailbox greeting recording 141 Information mailbox adding 43 CallPilot Manager Set Up and Operation Guide 180 Index Initializing a mailbox 38 Intercom numbers CallPilot Feature Compatibility 159 L Language choice CallPilot Feature Compatibility 159 Language assigning 71 Log prompt troubleshooting 146 Mailbox locked out 46 147 adding 41 cannot be added 147 changing options 47 Class of Service 32 deleting 48 Express Messaging Line 35 General Delivery 28 initializing 38 Message length 32 Message Waiting Notification 34 password expiry 32 properties 33 alternate extensions 35 Call Screening 36 Express Messaging Line 35 Message Waiting Notification 34 properties changing 46 troubleshooting 147 Mailbox Information Report 104 Mailbox message time in Class of Service 32 Mailbox properties alternate extension 35 Auto Login 34 Call Screening 36 Express Messaging Line 35 include in Company Directory 34 Message Waiting Notification 34 Outdial type
193. tion 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 or ANI services from your local telephone company e have the appropriate hardware for your system refer to your system documentation for the hardware you require to support CLID Setting up a CLID Routing Table Setting up a CLID Routing Table involves e entering a telephone number e assigning a destination such as a Greeting Table mailbox extension or a CCR Tree or node Note For more information about assigning a CCR Tree destination refer to Making a CCR Tree a destination in the CLID Routing Table on page 98 To add a telephone number to the CLID Routing Table Click the Auto Attendant heading 2 Click the CLID Routing Table link The CLID Routing Table page appears 3 Click the Add button The CLID Setup page appears In the Calling Line ID box type the telephone number you want to add At the Transfer To option assign how you want the telephone number to transfer If you want calls from this number to transfer to N0027247 Chapter 6 Setting up the Auto Attendant 79 6 e a Greeting Table select the Greeting Table option and from the list box select a Greeting Table number e an extension select the Extension option and in the box type the destination extension number e a mailb
194. tional e set the business hours e assign a language preference e assign a Greeting Table Attendant e assign a key that lets callers repeat the current menu optional e record Custom Menu prompts if you want to replace the default Auto Attendant Menu Note You must build a CCR Tree before you can assign it For more information refer to Planning a CCR Tree on page 83 N0027247 Chapter 6 Setting up the Auto Attendant 69 Assigning greetings to Greeting Tables In a Greeting Table you can assign what greeting plays and what CCR Tree calls route to depending on the time of day You do not have to assign a CCR Tree to a Greeting Table but if you want to assign a CCR Tree to a Greeting Table you must build it first If you do not assign a CCR Tree to a Greeting Table the caller hears the greeting you assign then hears the Auto Attendant menu prompt If you assign a greeting and a CCR Tree to a Greeting Table the caller hears the greeting you assign and then is routed to a CCR Tree To assign greetings to a Greeting Table 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Click the Change link of the Greeting Table you want to set up From the Morning Afternoon Evening and Non business list boxes select the greeting numbers you want to use 5 From the CCR Tree list boxes select the CCR Tree you want calls to route to for each time of day If you do
195. to receive messages 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 and any calls that are directed to it are rerouted to the General Delivery Mailbox For information about initializing a mailbox refer to Initializing a mailbox on page 38 N0027247 Chapter 3 CallPilot mailboxes 29 Guest mailboxes A Guest mailbox is a Subscriber mailbox without a primary extension 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 voice 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 from 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 for telep
196. ts The prerecorded voice instructions that play when callers access CallPilot features and options Voice prompts can guide callers along the call Path of a CCR Tree N0027247 177 Index A Access passwords Contact Center 124 modem 124 Afternoon Greeting 70 Alternate extension 35 Alternate Language 63 68 114 Analog Station Module 157 Analog Terminal Adapter 157 ATA 2 and ASM CallPilot Feature Compatibility 157 Auto Attendant Business Open setting 129 Business Status 135 greetings 62 language preference 71 properties Return to Auto Attendant 73 properties Touchtone Gate 73 properties Use customized digits 73 recording Custom Menu prompt 72 troubleshooting 145 Auto Login 34 B Backing up CallPilot information 127 Broadcast message about 139 recording 139 Browser requirements 21 Business Hours setting 70 Business Status setting 129 135 C Call Display Information troubleshooting 145 Call Forward All Calls 152 No Answer 152 Call Record in Class of Service 32 Call Screening 36 CallPilot configuration for medium business 155 configuration for small business 153 default password 38 network settings 125 passwords 45 reports All Mailbox Activity 106 CCR Tree Usage 107 Directory 103 Event Log 106 Fax Usage 109 generating 103 Mailbox Information 104 Message Usage 112 Port Usage Call Handling 108 System Configuration 110 resetting to factory default 127 troubleshooting 145 CallPilot
197. ttendant properties on page 73 To assign Answer Lines 1 Press Q e fe Paud 2 FEnter the Operator password and press DK RETR Ok Choose option Press OPER OPER MODE This display appears if you have Contact Center installed If you do not have Contact Center installed go to step 4 Atdt avail H 4 Press HET CHHG HE sT Business ofen H 5 Press HEXT CHHG HET Answer lines H 6 Press CHHG CHHG HET If you set Answer Lines to N the display shows Disabling If you set Answer Lines is set to Y the display shows Enabl ina 7 Press 48 to end the session CallPilot Manager Set Up and Operation Guide 138 Chapter 13 CallPilot Manager operations N0027247 139 Chapter 14 Broadcast and Information messages About Broadcast messages You can send a Broadcast message if you need to send a message to every initialized mailbox on your 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 a Broadcast message eliminates recording and sending the same message several times 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 If you use the CallPilot interface P 0 0 is the default Broadcast message address e If you us
198. twork Transfers 114 Enable Voice Mail 113 Group List Leading Digit 113 Make Directory Available 113 Maximum Outcalling Channels 113 System properties Alternate Language 114 Canadian Pronunciation 114 Country 115 Daylight Savings Time 115 Directory Search By 114 Enable Bilingual 114 Enable CallPilot UI 114 Enable Redirect DN 114 Name Prefix 114 Primary Language 114 Primary UI Style 114 Special Prefix 114 Timezone 115 Voice Mail Version 113 System requirements 21 T Target Attendant in Class of Service 32 Timezone setting 114 trademarks 2 Transfer Callback CallPilot Feature Compatibility 161 trivial password 45 Troubleshooting 145 CallPilot Manager Set Up and Operation Guide 182 Index accessing a line or line pool 146 Auto Attendant 145 Call Display Information 145 CallPilot 145 CCR Tree 148 Company Directory 147 Extension number length 146 Forward denied 146 General Delivery Mailbox 145 greetings 145 Group List 148 log prompt 146 mailbox not accepting messages 147 message lost in a mailbox 147 password lost 147 Reply Feature 146 U Unified Messaging 15 User interface in Class of Service 32 V Voice Mail version viewing 113 N0027247
199. u must then log on to CallPilot Manager using the default password 0000 and create a new password Note If you reset the System Administrator password log on to CallPilot Manager and create a new password immediately to prevent unauthorized access to the system While the default password is used CallPilot Manager or Contact Center is open to unauthorized access For additional security change the Administration Password regularly To reset the System Administrator password for CallPilot 100 150 Un dace 1 Ok Psd 2 RETRY Ok Psu 3 RETRY Ok Reset Powd VES HO Exit Press 6 The Voicemail DN appears on your display If you have Contact Center or Interactive Voice Response enabled on your system HEXT appears instead of the OK softkey Press Q Enter Resetsmpswd or WEIA amp jeIZjeIZIZIe and press GK or f re Press WES Follow the instructions in Starting CallPilot Manager on page 22 to log on to CallPilot Manager Use the default password 0000 to log on Create a new System Administrator password CallPilot Manager Set Up and Operation Guide 26 Chapter 2 Using CallPilot Manager N0027247 27 Chapter 3 CallPilot mailboxes About installing mailboxes You install mailboxes by enabling a keycode The keycode determines the number of mailboxes that you can add to CallPilot On CallPilot 100 150 you can have a max
200. us on page 130 If you use PRI lines with ANI or OLI with VoIP the ANI or OLI information is provided immediately so you can assign fewer than two rings To configure answering for one line 1 Click the Auto Attendant heading 2 Click the Lines Administration link The Lines Administration page appears 3 Click the Change link for the Line you want to change The Line Properties page appears From the Answer Mode list box select Auto Attendant In the Table Skillset Number box type the Greeting Table number you want to assign to the line selected 6 Inthe Number of Rings box select the number of rings before CallPilot answers 7 Click the Submit button To configure answering for several lines 1 Click the Auto Attendant heading 2 Click the Change Many Lines link The Change Many Lines page appears In the From and the To boxes type the range of lines you want to configure answering for From the Answer Mode list box select Auto Attendant Contact Center or None In the Table Skillset Number box type the Greeting Table number you want to assign to the lines In the Number of Rings box select the number of rings before the system answers Click the Submit button N0027247 81 Chapter 7 Custom Call Routing About Custom Call Routing With Custom Call Routing CCR you can replace Auto Attendant menus with a CCR Tree that offers callers more choices Callers who reach a CCR Tree hear the CCR Home n
201. 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 Language choice The CallPilot language capability is independent of the 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 CallPilot Manager Set Up and Operation Guide 160 Chapter 16 CallPilot configuration tips Lines If a line programmed for 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 replied 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 sender of the message Note If a subscriber replies to a message from a one line display phone M7100 T7100 M7208 or T7208 subscri
202. 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 N0027247 21 Chapter 2 Using CallPilot Manager Requirements for CallPilot Manager CallPilot Manager operates on a CallPilot 100 150 or Business Communications Manager system You access CallPilot Manager on a Web browser from a computer on your network System requirements Before you use CallPilot Manager your system must be configured and CallPilot must be initialized Computer requirements The computer you use to run CallPilot Manager must have e Windows 98 2000 XP NT with a CPU capable of running your browser e 64 MB RAM 10 MB disk space e minimum screen resolution of 1024 X 768 pixels Browser requirements CallPilot Manager supports these browsers e Internet Explorer 5 01 including SP1 and SP2 e Internet Explorer 5 5 including SP1 and SP2 e Internet Explorer 6 0 including SP1 e Internet Explorer 6 0 SP1 e Netscape 4 8x legacy only 6 1x 6 2x and 7 x If you use Netscape Communicator set the
203. words 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 start with a zero If a mailbox owner cannot remember the password you can reset the password to the default password 0000 Refer to To reset a mailbox password on page 47 Note Change the System Administrator password frequently to minimize the 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 trivial password Use CallPilot Manager or F983 to turn ON or OFF the trivial password checking feature CallPilot Manager Set Up and Operation Guide 46 Chapter 4 Working with mailboxes Checks for trivial passwords are performed the first time subscribers log into 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 check for a trivial password is performed every time the user changes the password The following are trivial passwords e password same as mailbox number e all the numbers in the password are the same for example 1111 2222 e di

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