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Avaya CallPilot Custom Call Routing BCM Rls 6.0 User's Manual

1. E00 PM eg 12 00 AM Attendant Extension A Language Preference Primary Menu Repeat Key 7 Custom Auto Attendant Menu Prompts Enable Primary Prompt Not Recorded Voice Alternate Prompt Not Recorded Voice Cancel Morning Afternoon Evening 5 Click the Submit button lt is now possible to safely make changes to the original CCR tree When finished follow the above procedure to route calls through to the altered CCR Tree 4400 NN40011 018 Issue 1 2 BCM Ris 6 0 CallPilot Custom Call Routing Recording Prompts For best results use a telephone that is attached to the same BCM as your voicemail system Avoid using cordless telephones 1 The Company Greeting recording screen appears as below Company Greeting 2 Phone Set Changes ta the recording are applied ONLY when the SAWE button is pressed BEFORE hanging up Import Export Mative Encoding Way Encoding 2 In the Connect To box type the extension number or telephone number you are using to 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 3 Click the Record button The telephone rings 4 Pick up the handset Do not use Handsfree 5 After the t
2. Native Encoding Wray Encoding Close Help 5 Kyo 1d f lBipreret 4 6 In the Connect To box type the extension number or telephone number you are using to 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 7 Click the Record button The telephone rings 8 Pick up the handset Do not use Handsfree 9 After the tone record the CCR Tree home menu prompt 10 After you finish recording your prompt click the Stop button 11 To listen to the prompt click the Play button or to save the recording 12 Click the Save button NN40011 018 Issue 1 2 BCM Rls 6 0 19 CallPilot Custom Call Routing 13 Click the Close button and replace your telephone handset 14 The Primary Prompt will be displayed Please note that to view the prompt as Recorded you will have to refresh the screen Main Logout Help CCR Menu Node Properties Tree Humber 1 Caption Primary Prompt Recorded Alternate Prompt Mot Recorded Cancel 15 In the Caption box add descriptive text for the prompt you have just recorded Main Logout Help CCR Menu Node Properties Tree Number 1 Caption Sales Menu 1 Primary Prompt Recorde
3. displayed Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration Operations NN40011 018 Issue 1 2 BCM Rls 6 0 13 CallPilot Custom Call Routing CCR Tree Structure This section details the various components that formulate a CCR tree 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 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 O is reserved for reaching the Operator and 9 offers the menu in the alternate language The Home node is on Level 0 As the sub menus are added to one another the caller can then progresses through the levels of the CCR Tree You can create up to 11 levels from O to 10 The Home node can be an Information Message You can program the Home node to play an Information Message For example Come celebrate with us It s time for Ideal Office Machines annual get to know our customers picnic The annual picnic is on the first Sunday of August from 1 00 to 5 00 p m in Thompson Park See you there If the Home node is an Information Message the caller disconnects at the end of the message The other destinatio
4. 16 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 Support please pick up CallPilot can play Support 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 Primary Prompt Mot Recorded Mice Alternate Prompt Mot Recorded Mice 17 Click the Close button Recording Customised Digits You can record customized recordings for the digits O to 9 in the primary and alternate languages for use with the Park and Page feature If you select the Use Customized Digits check box Customized Digits are used to play the park code in your voice for example Support 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 34 NN4001 1 018 Issue 1 2 BCM Ris 6 0 1 2 CallPilot Custom Call Routing Click the Auto Attendant heading and click the Customized Digits link Main Logout Help Lines Administration Mailbox Administration Line Answer Mode Table Skillset Rings Command Mo Change Mo change Mo change Mo Change
5. BCM Chester P asswortd SSS SS Inventory Information System Name BCMS50b System Description BCM50b System Software Version 10 0 1 00 107 5 Enter the User Name of the BCM in the User Name field by default this is nnadmin Then enter the Password in the Password field by default the password is PlsChgMe Click the Connect button NN40011 018 Issue 1 2 BCM Rls 6 0 9 CallPilot Custom Call Routing 10 6 A warning screen will appear read the warning and click OK WARNING This computer system and network is PRIVATE and PROPRIETARY and may only be accessed by authorized users Unauthorized use of this computer system or network is Strictly prohibited and may be subject to criminal prosecution employee discipline up to and including discharge or the termination of vendor service contracts The owner or its agents may monitor any activity or communication on the computer system or network The owner or its agents may retrieve any information stored within the computer system or network Users should have no expectation of privacy as to any communication on or information 7 You will be presented with the Element Manager interface A Avaya Business Element Manager 200 30 30 80 File Edit View Wetwork Session Tools Help Bet cut Ga Copy M Paste Element Navigation Panel Task Navigation Panel WebPage ff Validate Device Mi Disconnect Refresh f Auto efresh Ey Net
6. Cancel 6 From the Destination list box select a destination The destination is the location on the CCR Tree that callers go to after the Information message plays a Previous returns to the previous menu node b Home returns the call to the Home node prompt c Disconnect disconnects the call NN40011 018 Issue 1 2 BCM Rls 6 0 29 CallPilot Custom Call Routing 7 To record the Primary and Alternate prompts click the Voice button and follow the steps in the Recording Prompts section of this guide These prompts are the information message that the caller hears when they are routed to this node 8 Click the Submit button You will be returned to the CCR Tree Properties page 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 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 2 Click the Change link for the CCR Tree that you want to add a Mailbox node to The CCR Tree Properties page appears 3 Click the Mailbox link The new Mailbox node appears on the CCR Tree Properties page Main Logout Help CCR Tree Properties Tree Humber 1 Home Menu sales Menu 1 Change Add Menu Transter Mailbox Information Park amp Paqge 1 Tranater Sales Change Delete 2 Info Change
7. Custom Call Routing 24 b Creating a Home Transfer Node Click the Change link for the CCR Tree The CCR Transfer Node Properties page appears CCR Tree Properties Tree Humber 3 Home Transfer Change M Close In the Caption box type a name for the Transfer node such as Sales CCR Transfer Node Properties Tree Humber 4 Caption Outdial Method Intercom Line Poo Phone Number 100 Cancel From the Outdial Method list box select an outdial method The outdial method is the telephony resource that is used to transfer the call a 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 b 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 c Select Route to use a Routing Code to transfer the caller to an external telephone number d Select Intercom to transfer the caller to an extension e In the Phone Number box type the extension or external telephone number Depending on the NN4001 1 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing Outdial Method you may need to precede the telephone number with for example routing digits c Creating a Home Mailbox Node i Click the Change link for the CCR Tree The CCR Mailbox Node Properties page appears CCR Tree Properties Tree Humber 4 Home Mailbox G
8. Delete 3 Mailbox GENERAL DELIVERY MB Change Delete Close 4 Click the Change link for the Mailbox node 5 The CCR Mailbox Node Properties page appears 30 NN40011 018 Issue 1 2 BCM Rls 6 0 6 CallPilot Custom Call Routing In the Mailbox Number box type the mailbox number 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 CCR Mailbox Node Properties Tree Number 1 Path j Mailbox Number i D GENERAL DELIVERY MB Mailbox Type General Delivery Destination Home E Cancel 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 a Previous returns to the previous menu b Home returns the call to the Home node prompt c Disconnect disconnects the call Click the Submit button You will be returned to the CCR Tree Properties page Adding a Park amp Page Node A Park and Page node parks a call and announces it to a paging zone overhead paging system or both The page can be repeated until the parked call is answered Incoming calls that go unanswered due to the page going unanswered are returned to the CCH Tree To Add a Park and Page Node 1 2 Click the Custom Call Routing heading Click the Change link for the CCR Tree that you want to add Park amp Page node T
9. General Properties link Main Logout Help Lines Administration Mailbox Administration iN ARSWEFIMowel Table Stalised Rings commana 1 Mo E change change change change change change change change Change Mo Moa Moa Mo Moa Mo Mo Ma Auto Attendant General Properties Lines Administration Change Many Lines CLID Routing Table Greeting Tables Holidays Company Greetings Customized Digits mo c 4 m th RR c bh aE O Meng O MEM oO es CO Mim 6 The Auto Attendant Properties page appears Click the Use customized digits check box Auto Attendant Properties Return to Auto Attendant Touchtone Gate None Use customized digits BE Starting CCR tree feature 3 digits Feature digit Tree number code Made within tree Humber of CCR tree feature codes Repeat CCR Menu Prompts Cancel 7 Click the Submit button 36 NN4001 1 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing Adding a Sub Menu Node Create a Menu node to organize choices for your callers or when you have more choices than can fit on one menu 1 Click the Custom Call Routing heading The CCR Tree Administration page appears 2 Click the Change link for the CCR Tree that you want to add a Menu node to The CCR Tree Properties page appears Click the Menu link The new Menu node appears on the CCR Tree Properties page Main Logout Help CCR Tree Prope
10. Mot defined Create Mot defined Create Mot defined Create Mot defined Create Not defined Creste eeo U Mot defined Create O0 CO 4 M A amp M Ex 2 Click the Create link for the CCR Tree you want to create The New CCR Tree page appears From the Create Options select Home Menu Node and click Submit Main Logout Help New CCR Tree Tree Number Create Options Home Menu Node C Home Information Mode C Home Transfer Node C Home Mailbox Mode Submit Cancel NN40011 018 Issue 1 2 BCM RIs 6 0 17 CallPilot Custom Call Routing 3 The CCR Tree Properties screen appears Click the Change link ET Logout Help CCR Tree Properties Tree Humber 1 Home Menu Change Gas Add Menu Transfer Mailbox Information Park amp Paqe 4 The CCR Menu Node Properties page appears Click the Voice link Main Logout Help CCR Menu Node Properties Tree Number 1 Caption Primary Prompt Mat Recorded Voice Alternate Prompt Mot Recorded Voice Cancel NN40011 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing 5 he Voice Prompt screen appears E https 10 1 1 6b5 Review Edit Voice Microsoft Internet Explorer Voice prompt CCR Tree 1 Phone Set Connect To Hang Up Changes to the recording are applied ONLY when the SAYE button is pressed BEFORE hanging up Play Stop record Soe Import From Browse Send Export
11. Tree Refer to the Ensuring the Callers Have CCR Tree Access section of this guide Required Information Before commencing CCR tree construction it would be useful to make a plan of the required tree functions such as e identify the frequently called departments and extensions e Determine which goods and services the customer may 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 Record prompts and messages By default a caller can press 9 to hear prompts in an alternate language or O to reach an Operator These options are not included unless you record them as part of the Home node prompt NN40011 018 Issue 1 2 BCM RIs 6 0 7 CallPilot Custom Call Routing Accessing CallPilot via Element Manager 1 To access the Business Element Manager application from the Start Menu navigate to Start Programs Avaya Business Communications Manager Business Element Manager oe e n AVG 9 0 Uninstall FT BCM Dial by Name 2 0 F7 WebEx Recorder amp Player Camtasia Studio 2 T Windows Live Camtasia Studio 6 A Acrobat com Canon Printer Uninstaller Adobe Reader 9 2 Canon Utilities amp Audacity Citrix ClarifyCRM12 0 2 Computer Associates E Dia 7 FileZilla FTP Client FreeMind Games E HDView 5 0 HP HP CD Labeler II F HP RecordNow 2 Microsoft ASP NET 2 0 AJAX Exte
12. defined eae Mot defined Create V Mot defined Create Mot defined Create Mot defined Create Er aba Not defined Create Reports r Mot defined Create Mot defined Create Mot defined Create 3 From the Create Options option select the type of Home Node you want to create If you want to base your new tree on an existing tree select Copy of tree and select the tree you want to copy O co NM CD A amp Bee no MI Main Logout Help New CCR Tree Tree Humber Create Options Home Menu Node C Home Information Mode C Home Transfer Node C Home Mailbox Node C Copy of tree Submit Cancel 4 Click the Submit button The CCR Tree Properties page shows the new CCR Tree 22 NN40011 018 Issue 1 2 BCM Ris 6 0 CallPilot Custom Call Routing 5 f you are a Creating a Home Information Node i Click the Change link for the CCR Tree The CCR Info Node Properties page appears CCR Tree Properties Tree Humber 2 Home Into Change Close li In the Caption box type a name for the Information node such as Sales CCR Information Node Properties Tree Number Fi Caption l Primary Prompt Mot Recorded Voice Alternate Prompt Mot Recorded Voice Cancel ii To record the Information node primary and alternate messages click the Voice button and follow the steps in Recording Prompts section of this guide NN40011 018 Issue 1 2 BCM Rls 6 0 23 CallPilot
13. number 8 In the above example the call will transfer to the Sales department that is a skillset with a control DN of 253 9 Click the Submit button You will be returned to the CCR Tree Properties page Main Logout Help CCR Tree Properties Tree Humber 1 Hame Menu Sales Menu 1 Change Add Menu Tranzfer Mailbox Information Park amp Page 1 Transfer Sales Change Delete Close Adding an Information Node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears 2 Click the Change link for the CCR Tree that you want to add an Information node to The CCR Tree Properties page appears 3 Click the Information link The new Information node appears on the CCR Tree Properties page 28 NN40011 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing 4 Click the Change link for the Information node The CCR Information Node Properties page appears Main Logout Help CCR Tree Properties Tree Humber 1 Home Menu Sales Menu 1 Change Add Menu Transfer Mailbox Information Park amp Page 1 Transfer Sales Change Delete 2 Info Change Delete Close 5 n the Caption box type a caption that describes the information for example Store Location and Hours Main Logout Help CCR Information Node Properties Tree Humber 1 Path 2 Caption Opening Hours Destination Home e Primary Prompt Disconnect Alternate Prompt Mot Recorded Voice
14. the starting feature code is 912 and you enter 3 for the number of features F912 F913 and F914 become valid and take you to tree 1 node 2 tree 1 node 3 and tree 1 node 4 Programming a Memory Button with a Feature Code Each CallPilot feature code can be programmed to a single memory button Use the paper labels that come with your telephone to identify the programmed button To use the feature press the labelled button 1 Press F 3 Note Do not lift your handset 2 he display shows Program Features 3 Press a memory button with an LCD indicator 4 Press the Feature key on the hand set 5 Enter the feature code number that you want to program That corresponds to the CCR tree and Node required a For example enter F942 to program the button to transfer a caller to Accounts 6 Repeat steps 1 through 5 for each feature code you want to program 7 To query the button programming use F 0 the display shows that the button is programmed 50 NN40011 018 Issue 1 2 BCM RIs 6 0 CallPilot Custom Call Routing Avaya Documentation Links e CallPilot Manager Set Up and Operation guide e CallPilot Programming Record e CallPilot Telephone Administration guide NN40011 018 Issue 1 2 BCM Ris 6 0 51 CallPilot Custom Call Routing 52 NN40011 018 Issue 1 2 BCM Rls 6 0
15. 00PM 6 00PM eg 12 00 AM Sunday iz00AM iz 00PM 6 00PM 6 00PM eg 12 00 AM Morning Afternoon Evening Attendant Extension 221 Language Preference Primary Menu Repeat Key 7 Custom Auto Attendant Menu Prompts Enable E Primary Prompt Not Recorded Voice Alternate Prompt Not Recorded Voice Cancel 5 Click the Submit button Ensuring the Caller s Have CCR Tree Access Before callers can access the CCR tree lines must be routed to the Greeting Table in Auto Attendant Lines Administration Also do not forget to check that Call Pilot is set to answer calls This option is found in the Operator Settings For information on the above issues refer to the Auto Attendant guide 42 NN4001 1 018 Issue 1 2 BCM Ris 6 0 CallPilot Custom Call Routing Making Changes to a CCR Tree If it is necessary to make changes to a CCR tree you must first ensure that the callers do not experience disruption Therefore any reference made to the CCR tree you wish to change should be removed from the Greeting Table Before this is done you may find it useful to make a copy of the original tree to substitute whilst changes are made Copying a Tree To make a copy of a tree 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Create link to create to create a new CCH Tree The New CCR Tree page appears From the Create Options opt
16. AVAYA BCM Rls 6 0 CallPilot Custom Call Routing Task Based Guide CallPilot Custom Call Routing Copyright 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all th
17. Custom Call Routing 2 he Auto Attendant Properties page will appear Logout Help Auto Attendant Properties Return to Auto Attendant D Touchtone Gate None Use customized digits Starting CCR tree feature 3 digits Feature digit Tree number code Made within tree Humber of CCR tree D feature codes Repeat CCR Menu Prompts i Cancel 3 For example for two CCR trees with 8 nodes each To program 16 feature codes F911 through F918 and F921 through F928 enter 911 as the Starting CCR tree feature code Starting CCR tree feature 911 3 digits Feature digit Tree number code Node within tree 4 f you wish to have two CCR trees available via one button feature codes you would enter 16 as the number of CCR Tree Feature Codes i e 8 for tree 1 nodes to 8 911 to 918 and another 8 for tree 2 nodes 1 to 8 921 to 928 giving a total of 16 for both trees Humber of CCR tree ITE feature codes 18 5 The trees themselves should be configured in line with the one button feature codes to be used 6 Program memory buttons on telephone set using F 3 to correspond with the feature codes assigned in the Auto Attendant properties page Refer to the CallPilot Reference Guide to program memory buttons for feature codes 48 NN4001 1 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing Note The feature codes must not be the same as any other application They must corres
18. 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 For example Hello you are through to Bob s mailbox If you would like to leave a message please do so after the tone or alternatively press 6 now to page me Thank you Configuring a CCR Tree The first step in configuring a CCR tree is to create a Home node If the Home node is a Menu other options can be added If the Home node is a Mailbox node Information node or Transfer node no other options need to be added Creating the Home Node The Home node can be one of the following e Menu e Information e Transfer e Mailbox The most common option is a Menu node However some customers may require callers to be transferred to a single destination at night time e g a surgery may require callers to be transferred to a GP s mobile number In this situation the Home node would be a Transfer type 16 NN40011 018 Issue 1 2 BCM RIs 6 0 CallPilot Custom Call Routing To Create a Home Menu Node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Logout Help CCR Tree Administration Mailbox Administration Tree Status Command Auto Attendant Custom Call Routing Mot defined Create Mot defined Create Mot defined Create Mot defined Create Mot defined Create Mot defined Create Mot detined Create Mot defined Create
19. ENERAL DELIVERY MB Change Close i In the Mailbox Number box type the number of the mailbox you want calls to transfer to CCR Mailbox Node Properties Tree Humber 5 Mailbox Humber 100 GENERAL DELIVERY MB Mailbox Type General Delivery Cancel iii Click the Submit button For the above type of Home Nodes the CCR tree is now complete Adding Nodes to the Home Menu If the CCR tree has a Home Menu node other nodes may now be added to that node Options to add to the Home Menu are e Transfer Nodes e Information Nodes e Mailbox Nodes NN40011 018 Issue 1 2 BCM Rls 6 0 25 CallPilot Custom Call Routing e Sub Menu Nodes e Park amp Page Nodes Adding a Transfer Node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears 2 Click the Change link for the CCR Tree that you want to add a Transfer node to CCR Tree Administration Mailbox Administration Tree Status Command Incomplete Change Delete Auto Attendant Custom Call Routing Mat defined Mot defined Mat defined Mot defined Mot defined Mot defined Mot defined Mot defined Mot defined Mot defined Hetworking Contact Center O Co NM M n LI w nO NL Reports Configuration Operations 3 The CCR Tree Properties page appears Click the Transfer link Main Logout Help CCR Tree Properties Tree Humber 1 Home Menu Sales Menu 1 Change Add Menu Trans
20. Mo Change Ma Change Mo Change Mo change Mo change Auto Attendant General Properties Lines Administration Change Many Lines CLID Routing Table Greeting Tables Holidays Company Greetings Customized Digits mo Oo 4 Oc th ow HB o mE ES o EM c E c BE The Customized Digits page appears Main Logout Help Customized Digits Mailbox Administration Status Command Digit Primary Alternate Primary Alternate Mot Recorded Mot Recorded Voice Voice Mot Recorded Mot Recorded Voice Voice Mot Recorded Mot Recorded Voice Voice Mot Recorded Mot Recorded Voice Voice Mot Recorded Mot Recorded Voice Voice Mot Recorded Mot Recorded Voice Voice Mot Recorded Mot Recorded Voice Voice Mot Recorded Mot Recorded Voice Voice Mot Recorded Mot Recorded Voice Voice Mot Recorded Mot Recorded Voice Voice Auto Attendant General Properties Lines Administration Change Many Lines CLID Routing Table Greeting Tables Holidays Company Greetings Customized Digits Custom Call Routing HM co fae cr NGHE LI EM nO ELI C Hetworking For digits O to 9 click the Voice links and record your customized digit recording In your recording say the name of the digit for example three Record alternate Customized Digits recordings if your system uses an alternate language NN40011 018 Issue 1 2 BCM Rls 6 0 35 CallPilot Custom Call Routing 5 Click the Auto Attendant heading Click the
21. RRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed the Linux OS source code and identifying the copyright holders of the Third Party Compone
22. age Stores Room Change Delete Menu Insurance sub menu Change Delete Add Menu Tranzfer Mailbox Information Park amp Paqe Transfer Insurance Quotes Change Delete Transfer Insurance Renewals Change Delete Note that the options originating from a Sub Menu are denoted by a dot and the more Sub Menu levels that are created the more dot s there will be The above CCR tree can be represented from the callers perspective as follows Thank you for calling company ABC Please press 1 for Sales 2 for Opening Hours 3 to leave a message 4 for our Stores amp Parts Room and 5 for Insurance Node type Node Type Node Type Node Type Node Menu Transfer Information Mailbox Park amp Page Please press 1 for Target Destination Destination Destination Insurance Quotes 2 for DN xxx Home Menu Disconnect Page Zone1 Insurance Renewals Node Type Node Type Transfer Transfer Target DN Target DN XXX XXX 40 NN4001 1 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing Assigning a CCR Tree to an Auto Attendant Table The CCR tree has to be assigned to an Auto Attendant Greetings Table to give callers the ability to access it For more information on Greetings Tables refer to the Auto Attendant guide To Assign a CCH Tree to a Greeting Table 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Main Logout Help Greeting Tables Mailbox Administra
23. aterial may be reproduced in any form without the prior written permission of a duly authorised representative of ITEL NN40011 018 Issue 1 2 BCM Rls 6 0 3 CallPilot Custom Call Routing Table of Contents Custom Call Houtlligu iia ciuis Rv eov ex xu On urea cu aucuns 6 eu 6 miseram 7 Reguired eie zie EE DOT 7 Accessing CallPilot via Element Managger 8 Accessing CallPilot Manager from Internet Explorer 12 Sie LN Ie eil TI UU TU T 14 Home Nodes ida E duties mons tuabat uite ruens mute ue En 14 Alternative Languages for the Home Node Prompt 14 Information MESSAGE i apunto ta a ae beim Mitt dO uu RAO 14 SUD IRI anan T a a a 15 MADOX NOQG meet rc 15 Bine E 15 i1E is i i diee Mm rt IC cT LT 15 FUNG sida REID PM DE 16 Pakana Page NOG wisi deo ete Ma dese d ea dedu a ee Ue dede E 16 Gontiguring a OGRA Wee usce ioi i Ee nci a ec eit 16 Creating the Home Node ssessssssssseeeeneneennnn nennen nennen nnn nnn 16 To Create a Home Menu Node cccccseeeecececeeeeeeeeeeeeeeeeeeseaeeeeeeessaaeeeeeesaaees 17 To Create Other Home Menu Types sseeesseeeeeeeeeennnnn nnne 21 Adding Nodes to the Home Men sinisin i 2b PAGING a Transiter NODS om Rm 26 Adding an Information INOGG cioe a cee a len oe dre amines on one qus 28 Ad
24. d Voice Alternate Prompt Mot Recorded Voice x Cancel 16 Click the Submit button 20 NN4001 1 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing 17 The Home Menu node will now be displayed Main Logout Help CCR Tree Properties Tree Humber 1 Home Menu Sales Menu 1 Change Add Menu Transfer Mailbox Information Park amp Paqge Close You should now proceed to the Adding Nodes to the Home Menu section To Create Other Home Menu Types 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Main Logout Help CCR Tree Administration Mailbox Administration Tree Status Command Incomplete Change Delete Auto Attendant Mot defined Create Mot defined Create ai e BIBT Mot defined Create Mot defined Create Reports Not defined Create Mot defined Create Ld Mot defined Create Custom Call Routing I Networking Not defined Creste Mot defined Create i Mot defined Create Configuration Mot defined Create Mot defined Creat Mot defined Create 1 2 3 5 B T B g NN4001 1 018 Issue 1 2 BCM RIs 6 0 21 CallPilot Custom Call Routing 2 Click the Create link for the CCR Tree you want to create The New CCR Tree page appears Main Logout Help CCR Tree Administration Mailbox Administration Tree Status Command Auto Attendant Custom Call Routing Incomplete Change Delete Mot
25. ding a Mallbox Node obe oi di teri Oceanic isti ee atest aces 30 Adding a Park amp Page Node sesesesseseeseee nnne nnne nnne nnns 31 Recording Customised Digits cccccsssccccccsssseceeceseseeceeseueeeeeeesaeaseeeeseaageeeess 34 Adding a Sub Menu NODC ont tee ae iat est aie ete o aee eise 37 An Example of a Finished Tree cccccssssccccccesseeeeeeceeeeceeeeeeseeeessaaeeeeeseaeaees 40 Assigning a CCR Tree to an Auto Attendant Table 41 To Assign a CCR Tree to a Greeting Table seeeeeeseeeeeeeeees 41 Ensuring the Callers Have CCR Tree Access cccccccceeecceeeecseeceueeseeenaees 42 Making Changes to a CCR Tree ccccceccccseececseeeeeeeeeesaeeeesaeeeesaees 43 Hecording PIOMpDIS swears 45 Additional Information secca e cire pues xvi ux EXER ERR COR eut 47 One Button Access to CCR Trees cccseccccseeeeeeeeeeeeeeeesaeeeesaaeees 47 One Button Access to CCR Tree Example cccccccccseececcceeeeeeseeeeeeeeeeeeeeaas 49 Setting Telset for One Button Access to CCR Trees eeeessssse 49 Programming a Memory Button with a Feature Code 50 4 NN4001 1 018 Issue 1 2 BCM Rls 6 0 Avaya Documentation Links NN40011 018 Issue 1 2 BCM Ris 6 0 CallPilot Custom Call Routing CallPilot Custom Call Routing Custom Call Routing Overview With Custom Call Routing CCR you can
26. e time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAY A COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AV AY A AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFE
27. he CCR Tree Properties page appears NN40011 018 Issue 1 2 BCM Rls 6 0 31 CallPilot Custom Call Routing 4 Click the Park amp Page link The new Park amp Page node appears on the CCR Tree Properties page Main Logout Help CCR Tree Properties Tree Number 1 Home Menu sales Menu 1 Change Add Menu Tranzfer Mailbox Information Park amp Paqe Transfer Sales Change Delete Info Change Delete Mailbox GENERAL_DELIVERY MB Change Delete Park amp Padge Change Delete Close 5 Click the Change link for the Park and Page node Main Logout Help CCR Tree Properties Tree Humber 1 Home Menu Sales enu 1 Change Add Menu Transfer Mailbox Information Park amp Paqe Transfer Sales Change Delete Info Change Delete Mailbox GENERAL DELIVERY MB Change Delete Park amp Padge Change Delete Close 32 NN40011 018 Issue 1 2 BCM Ris 6 0 CallPilot Custom Call Routing 6 The CCR Park and Page Node Properties page appears Main Logout Help CCR Park and Page Node Properties Tree Number 1 Path 4 Caption Stores Room Transfer DH ehh Transfer Before Page v Page Type Paging Zone Page Retries Retry Interval 5 5 300 seconds Primary Prompt Not Recorded Woice Alternate Prompt Mot Recorded Voice Cancel 7 Inthe Caption box type a name for where you are paging the caller to for example Support The caption can be a maximum of 50 characters Caption Store
28. ion select Copy of tree and select the tree you need to copy New CCR Tree Tree Humber Create Options Home Menu Node C Home Information Node C Home Transfer Node C Home Mailbox Node C Copy of tree i Submit Cancel Click the Submit button The CCR Tree Properties page will appear Click the Close button Removing References to a CCR Tree from a Greeting Table 1 2 3 Click the Auto Attendant 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 NN40011 018 Issue 1 2 BCM Rls 6 0 43 CallPilot Custom Call Routing 4 For each time of day remove the CCR Tree you want to disable by choosing another CCR Tree number e g the copied version of the original or None from the CCR Tree list box Logout Help Greeting Table 1 Setup Hon Business Greeting 3 4 CCHR Tree 1 Disable DN Rela Dialing X Monday i200 AM 2 00PM e00 PM E00 PM eg 12 00 AM Tuesday 12 00 AM h200PM e00 PM E00 PM eg 12 00 AM Wednesday izo0AM 2 00PM 00PM e00 PM eg 12 00 AM Thursday i200 AM 200PM e00 PM e00 PM eg 12 00 AM Friday izo0AM f200PM 00PM 00PM eg 12 00 AM Saturday izo0AM 200PM 6 00 Pm e00 PM eg 12 00 AM Sunday i200 AM 2 00PM e00 PM
29. n types do not apply Alternative Languages 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 9 if they want to hear the message in the Alternate Language For example To hear this message in the Alternate Language press 9 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 the receptionist press 0 Information Message An Information Message 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 dA 00 NN40011 018 Issue 1 2 BCM RIs 6 0 CallPilot Custom Call Routing For example We re pleased to announce the arrival of the new FaxEasy line of fax machines FaxEasy is easy to operate and produces top quality fax images at an affordable price You must create Information mailboxes before you can add an Information Message to a CCH Tree 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 press to reach the Sales department and hear
30. nsions Microsoft Office Settings gt Microsoft Office Live Meeting 2007 2 Microsoft SQL Server 2005 f E Mozila Firefox jf Run m QuickTime j E Quote Tool BC Log Off Pauls Real J stutdown Bet E SharePoint start 2 Interne iL 3 Window F7 SMC 3455 f y Favorites gt f Macromedia x A Documents b Windows XP Professional v v v v v v Yv vr b d vr v v v v v v v Yv vr vr v v v v v v v vr Yv v Yv v vr v 2 Alternatively double click on the Business Element Manager desktop icon A Business Element Manager 8 NN40011 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing 3 You Will be presented with the Element Manager interface 4 Avaya Business Element Manager Network Elements File Edit View Network Session Tools Help i M Cur la i P uc E Hh 3k b d ip Exit a Cut ts Copy E3 Paste Web Page of Validate Device id Connect X Delete 4 200 30 30 30 73 iy 200 30 30 51 MA BCM Chester 4 200 30 30 77 4 TEST BCM50 R6 AR 3 200 30 30 80 4 Open the Network Elements folder and select the IP Address of the BCM A Avaya Business Element Manager Network Elements 200 30 30 80 File Edit View Network Session Tools Help dies dy Cut Ly Copy f Peste WebPage f Validate Device y Connect X Dette twork Elements Connection Information 10 1 1 2 10 1 L66 IP Address 200 30 30 80 200 30 30 30 73 User ID nmadmn 200 30 30 51
31. nts and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners 2 NN4001 1 018 Issue 1 2 BCM RIs 6 0 CallPilot Custom Call Routing Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Copyright 2010 ITEL All Rights Reserved The copyright in the material belongs to ITEL and no part of the m
32. ol you or intercept any data you send to the server We recommend that you close this webpage and do not continue to this website Click here to close this webpage x Continue to this website not Aus T 9 More information NN4001 1 018 Issue 1 2 BCM RIs 6 0 11 CallPilot Custom Call Routing 10 The Main Menu of CallPilot Manager will be launched AVAY Main Logout Help Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration Operations Accessing CallPilot Manager from Internet Explorer CallPilot Manager can also be accessed directly from Internet Explorer This method of access is an alternative if you cannot gain access via Element Manager 1 Open Internet Explorer In the address bar enter http lt IP Address of BCM CallPilotManager 2 HP United Kingdom Computers Laptops Servers Printers and more Windows 2 f you are presented with the Certificate Error window click Continue to this website not recommended 12 NN4001 1 018 Issue 1 2 BCM Ris 6 0 CallPilot Custom Call Routing 3 You will be presented with Administration Login screen Enter the user ID and password By default the User ID is nnadmin and the Password is PlsChgMe Home Help Administration Login 4 Click the Submit button The Main Menu of CallPilot Manager will be
33. one record your prompt 6 After you finish recording your prompt click the Stop button 7 To listen to the prompt click the Play button or to save the recording click the Save button NN40011 018 Issue 1 2 BCM Rls 6 0 45 CallPilot Custom Call Routing 8 Click the Close button and replace your telephone handset 46 NN40011 018 Issue 1 2 BCM RIs 6 0 CallPilot Custom Call Routing Additional Information One Button Access to CCR Trees After you create a CCR Tree you can program one button access to any of its first level nodes To do this you program a feature code for the tree node you wish to access at the push of a button using F 3 the button programming feature code If you need to access several nodes at the push of a button you must create a range of feature codes and assign each feature code to the different CCR Tree Nodes Only nodes 1 to 8 within trees 1 to 7 can be accessed with this feature 1 Set the feature code range and assign the number of feature codes to the different CCR trees a Using a telset access F983 Or b In CallPilot Manager access the Auto Attendant General Properties page Logout Help Greeting Tables Mailbox Administration Sg Auto Attendant a General Properties Lines Administration Change Many Lines CLIL Routing Table Greeting Tables Holidays Company Greetings Customized Digits NN40011 018 Issue 1 2 BCM RIs 6 0 47 CallPilot
34. ox Information Park amp Page Transfer Sales Change Delete Info Opening Hours Change Delete hail GENERAL DELIVERY MB Change Delete ParkePage Stores Room Change Delete Menu Insurance sub menu Change Delete Add Menu Transfer Mailbox Information Park amp Page Close 8 In this example two transfer nodes have been added to the sub menu CCR Tree Properties Tree Number 1 CCR Transfer Node Key Type Description Command Properties Home Menu Sales Menu 1 Change Add Menu Transter Mailbox Information Park amp Paqe Tree Number 1 Transfer Sales Change Delete Path 5 2 Info Opening Hours Change Delete Canti Insurance Renewals apon nsurance mernewsals Mailbox GENERAL DELIVERS MB Change Delete p Park amp Page Stores Room Change Delete Qutdial Method Intercom Line Ponl Menu Insurance sub menu Change Delete l Phone Number 286 Add Menu Tranzfer Mailbox Information Park amp Padge Transfer Insurance icuaotez Change Delete Tranzfer Insurance Renewalz Change Delete Cancel Close NN40011 018 Issue 1 2 BCM Rls 6 0 39 CallPilot Custom Call Routing An Example of a Finished Tree When the CCH tree has been completed it may look like the following example CCR Tree Properties Tree Humber 1 Home Menu Sales Menu 1 Change Add Menu Transfer Mailbox Information Park amp Paqe Transter Sales Change Delete Info Opening Hours Change Delete Mailbox GENERAL_DELIYER Y MB Change Delete Park amp P
35. pond to F9xy Where X represents the tree number e X must not include O 8 or 9 Y represents the node number Y is between 1and 8 inclusive For example e F941 Sales Tree 4 Option 1 Park amp Page node e F942 Accounts Tree 4 Option 2 e F973 Technical Support Tree 7 Option 3 One Button Access to CCH Tree Example An incoming call arrives directly into Customer Services but the caller wants to talk to someone in the Sales department In this example there is a Park amp Page node to access the sales department The Customer Service representative answers the call presses the pre programmed button on the phone F941 The system parks the call and a page plays Sales please pick up XXX XXX is the park code for example 101 or 102 The Sales representative presses Intercom and XXX to pick up the call Setting Telset for One Button Access to CCH Trees 1 Press F983 2 Enter the telset User ID that has voicemail administration rights and press OK 3 Enter the user password and press OK 4 Press AA 5 Press GRTG 6 Press AA 7 Press NEXT 8 Press CHNG 9 Enter the starting feature number NN40011 018 Issue 1 2 BCM RIs 6 0 49 CallPilot Custom Call Routing 10 For example enter 912 F912 is associated with tree number 1 and node number 2 11 Press CHNG 12 Enter the number of the features you want to add If you want three features enter 3 and then press OK For example if
36. replace Automated Attendant AA menus with a CCR Tree that offers callers more choices Callers who reach a CCR Tree hear the CCR Home node immediately after the Company Greeting CCR Trees contain paths that callers navigate using their telephone dial pad By selecting an option from the prompts callers can e Hear an Information Message e Leave a message in a mailbox e Transfer to an extension or an external number e Goto a sub menu When the caller dials the CCR tree they will be presented with the following options Company Greeting Refer to the Company Greetings section of the Auto Attendant Guide Touchtone Gate Refer to the General Properties section of the Auto Attendant Guide CCR Home Menu Refer to the Greeting Tables section of the Auto Attendant Guide The CCR tree is assigned to an Auto Attendant Greeting Table and therefore the CCR Home Menu replaces the Auto Attendant AA menu However the AA menu options are still available to the caller Note that both the Company Greeting and Touchtone Gate are optional 6 NN40011 018 Issue 1 2 BCM RIs 6 0 CallPilot Custom Call Routing Flow Chart The following flow chart outlines the CCR Tree set up procedure Configure the CCR Tree Refer to the Configuring a CCR Tree section of this guide Assign the CCR Tree to an AA Greeting Table Refer to the Assigning a CCR Tree to a Greeting Table section of this guide Ensure lines are routed to the CCR
37. rties Tree Number 1 Key Command Home Menu Menu 1 Change Add Menu Transfer Mailbox Information ParkSPage 1 Transfer Sales Change Delete 2 Info Change Delete 3 Mailbox GENERAL DELIVERY MB Change Delete 4 Park amp Page Change Delete Close NN40011 018 Issue 1 2 BCM Rls 6 0 37 CallPilot Custom Call Routing 3 Click the Change link for the Menu node Logout Help CCR Tree Properties Tree Number 1 Home Menu Sales Menu 1 Change Add Menu Transfer Mailbox Information Park amp Padge Tranzfer Sales Change Delete Info Change Delete Mailbox GENERAL DELIVERY MB Change Delete Park amp Padge Menu Change Delete Change Delete Add Wenu Transter Mailbox Information Park amp Paqe 4 The CCR Menu Node Properties page appears In the Caption box type a caption for the node Main Logout el CCR Menu Node Properties Tree Number 1 Path 5 Caption Sales sub menu Primary Prompt Not Recorded Voice Alternate Prompt Not Recorded Voice cancel 5 o record the Primary and Alternate prompts click the Voice button and follow the steps in the Recording Prompts section of this guide 6 Click the Submit button 38 NN4001 1 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing 7 You should then add in the nodes that are required from the sub menu Main Logout Help CCR Tree Properties Tree Humber 1 Home Menu Sales Menu 1 Change Add Menu Tranzfer Mailb
38. s Room 8 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 ranster DH 256 9 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 10 Transfer Before Page M 11 If you define a Transfer DN but do not select the Transfer before page check box the call is parked and is transferred to the DN after all of the page retries are tried NN40011 018 Issue 1 2 BCM Rls 6 0 33 CallPilot Custom Call Routing 12 From the Page Type list select the page type you want to use internal zone overhead paging or both The default is internal zone 13 From the Paging Zone list select a number from 1 to 6 or All Paging Zone E 14 From the Page Retries list select a number from 0 to 5 or Unlimited that is the number of times the system will try to page to the paging zone The default is 1 Page Retries f 15 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 Retry Interval fi z 5 300 seconds
39. ter Mailbox Intormation Park amp Paqe Close 26 NN40011 018 Issue 1 2 BCM Rls 6 0 CallPilot Custom Call Routing 4 The new Transfer node appears on the CCR Tree Properties page Click the Change link for the Transfer node Main Logout Help CCR Tree Properties Tree Number 1 Home Menu Sales Menu 1 Change Add Menu Transter Mailbox Intarmation Park amp Padge 1 Transfer Change Delete Close 5 The CCR Transfer Node Properties page appears In the Caption box type where you are transferring the caller to for example Sales Main Logout Help CCR Transfer Node Properties Tree Humber 1 Path 1 Caption Sales Qutdial Method Intercom Line Pool Phone Number 253 Cancel 6 From the Outdial Method list box select an outdial method The outdial method is the telephony resource that is used to transfer the call a 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 b Select Pool to use a line pool to transfer the caller to an external telephone number and enter the Line Pool access code you want to use NN4001 1 018 Issue 1 2 BCM RIs 6 0 27 CallPilot Custom Call Routing c Select Route to use a Routing Code to transfer the caller to an external telephone number d Select Intercom to transfer the caller to an extension 7 In the Phone Number box type the extension or external telephone
40. the sub menu options For example To place an order press 1 To add your name to our mailing list press 2 To speak with a Customer Service Representative press 3 To speak with the receptionist press 0 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 Destination The destination is where callers go after they listen to an Information Message or leave a message in a mailbox Each Information Message and Mailbox node must have a destination e Previous returns the caller to the previous menu e Home returns the caller to the Home node e Disconnect disconnects the call You can assign destinations only to Information Messages and Mailbox nodes Transfer Node A Transfer node transfers callers to an extension DN s or an external number Callers can also be transferred to Hunt group DN s and Contact Center DN s NN40011 018 Issue 1 2 BCM Ris 6 0 15 CallPilot Custom Call Routing Paths A Path can be a series of menus Information Messages Mailboxes or Transfers A Path number is the digit that callers press to go to the next level in a CCR Tree Park and Page Node A Park and Page node parks a call and announces it to a paging zone overhead paging system or both
41. tion Auto Attendant General Properties Lines Administration Change Many Lines CLID Routing Table Greeting Tables ol Holidays Company Greetings Customized Digits O Co 4 M n amp MEUS R2 EL S e Custom Call Routing 3 Click the Change link for the Greeting Table you want to assign a CCR Tree to The Greeting Table Setup dialog box appears Main Logout Help Greeting Tables Mailbox Administration icici ena uet Change Auto Attendant Change General Properties Change Lines Administration eee Change Many Lines ORE CLID Routing Table Change Greeting Tables Change Holidays NN4001 1 018 Issue 1 2 BCM RIs 6 0 41 CallPilot Custom Call Routing 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 Greeting Table 1 Setup Non Business G ing 1 1 3 4 CCR Tr e None None None None Disable DN Dialing D z z Monday iz00AM iz 00PM E00 PM 6 00 PM eg 12 00 AM Tuesday iz00AM iz 00PM 6 00PM 6 00PM eg 12 00 AM Wednesday iz 00AM 12 00PM E00PM 6 00 PM eg 12 00 AM Thursday iz 00AM iz00PM 6 00PM 6 00PM eg 12 00 AM Friday iz 00AM iz00PM E00PM E00PM eg 12 00 AM Saturday iz00AM 12 00PM 6