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Avaya Call Pilot Auto-Attendant BCM Rls 6.0 User's Manual

1. 4 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 Disconnect Refresh f Auto efresh Bey Network Elements Configuration Administration a WLL2 LL i Account Notifications a 30 73 Sa System Bei 1 9 Administrator Access 200 30 30 51 H Resources BCM Chester l ies Telephony wee Fi Data Services 1 4 Applications User ID nnadmin Telset user ID 738662 ful login 2010 07 01 09 42 NN40011 017 Issue 1 2 BCM Rls 6 0 CallPilot Auto Attendant 8 To access CallPilot Manager Select the Configuration tab open the Applications folder select the Voice Messaging Contact Center link and then click to Launch CallPilot Manager Task Navigation Panel Voice Messaging Contact Center Configuration Administration po Welcome Centralized Voice Messaging H System AS Administrator Access Voice Message Centers External Number Message Waiting Indication String Ao Resources i AN Lat H Telephony 5 AN 1 H 0 Data Services k AN 1 i P w il E een meas 4 AN 1 see 5 AN 1 Silent Record a Call Network Storage Locations SFTP Dest Table Dest ID FTP Method FTP User FTP Password 9 You will be presented with a Security Alert Screen Read the alert and click Continue to this website
2. om oO it e ii NN 3 Click the Voice link for the greeting you want to record and follow the steps in the Recording Prompts section of this guide to record a greeting from your computer NN40011 017 Issue 1 2 BCM RIs 6 0 17 CallPilot Auto Attendant 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 Natwe 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 tone 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 18 NN40011 017 Issue 1 2 BCM Rls 6 0 CallPilot Auto Attendant Note Do not forget to click Save befo
3. or if you are not creating a recurring holiday but the year to which the date applies is a Leap Year 10 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 Morning Afternoon Evening and Non business list boxes select a greeting from 1 to 250 that you want to use 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 12 From the CCR Tree list box select the CCR Tree you want calls to route to for each time of day 13 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 Note If no CCR Tree is selected the standard auto attendant prompts will play after the greeting NN40011 017 Issue 1 2 BCM Rls 6 0 CallPilot Auto Attendant 14 lIn 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 15 Click the Submit button 16 Holidays can be Changed or Deleted as required Holiday List Summer Bank Holiday August 30 2010 Pending Change Delete Christmas Day December 25 Repeatings Change
4. 4 In the Service DN box type the directory number you want to add Do not include hyphens or spaces Service DH 5 In the Service DN Description box type a description of the service you wish to add Max 50 Characters Service DN Description 6 Select the Service DN Type If you choose a Greeting Table as the service DN type the Greeting Table number displays in the Value field in the Service Directory Number Table Service DN Type Voicemail DN Direct log on to CallPilot voicemail Express Messaging Leave message for any subscriber s mailbox without the subscriber s telephone ringing Name Dialing Connect to a subscriber by spelling the subscriber s name using the dialpad Auto Attendant Connect to Auto Attendant Greeting Table Connect to a Greeting Table if you are an external caller Internal callers connect to Auto Attendant 7 Once you have selected the Service DN type click Submit 38 NN40011 017 Issue 1 2 BCM Rls 6 0 CallPilot Auto Attendant Avaya Documentation Links e CallPilot Manager Set Up and Operation guide e CallPilot Programming Record e CallPilot Telephone Administration guide NN40011 017 Issue 1 2 BCM Ris 6 0 39 CallPilot Auto Attendant 40 NN40011 017 Issue 1 2 BCM RIs 6 0
5. From and the To boxes type the range of lines you want to configure answering for Change Many Lines Line Range 1 492 From To Answer Mode Table Skillset Number Number of Rings 4 From the Answer Mode list box select Auto Attendant 5 In the Table Skillset Number box type the Greeting Table number you want to assign to the lines 6 In the Number of Rings box select the number of rings before the system answers 7 Click the Submit button Operator Settings With the Operator settings you can e Set the Operator Status to On or Off e Change the Operator password e Set the Business Status e Assign CallPilot Line answering ook The Operator settings can be accessed by clicking on the Main menu and then selecting Operator Settings Logout Help Main Menu Mailbox Administration Add Mailbox Change Delete Malkoz Auto Attendant Group List Administration Systern Properties Custom Call Routing Operator Settings C Logout Networking 30 NN40011 017 Issue 1 2 BCM RIs 6 0 CallPilot Auto Attendant 2 The Operator Settings screen will then appear Attendant Available Business Open Answer Lines Attendant Reset Operator Password Cancel Setting the Attendant Status When your company Receptionist or Operator is available to respond to callers set the Attendant Available Status to Yes When your company Receptionist or designated Operator goes
6. 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 Components and
7. Player 2 Camtasia Studio 2 2 Windows Live 2 Camtasia Studio 6 A Acrobat_com 2 Canon Printer Uninstaller Adobe Reader 9 2 Canon Utilities A Audacity fam Citrix 2 ClarifyCRM12 0 s 2 Microsoft ASP NET 2 0 AJAX Extensions a hae aot b B a k vr hs o el koa k i v k i m b y a vr vr fan t A mg al b k gi b i Yv Yv b j 4 Documents aan F Microsoft Office Fy gt settings gt 2 Microsoft Office Live Meeting 2007 F Microsoft SQL Server 2005 amp A s 2 Mozila Firefox g T Help and Support A J Run C Quicktime sE 2 Quote Tool BC KI Log Off Pauls F Real amp EY 0 shutdown ane fam SharePoint start 2 Intere 233 Window F SMC 3455 NN40011 017 Issue 1 2 BCM Rls 6 0 CallPilot Auto Attendant 2 Alternatively double click on the Business Element Manager desktop icon A BUSINESS Element Manager 3 You will be presented with the Element Manager interface 4 Avaya Business Element Manager Network Elements File Edit View Network Session Tools Help ip Exit k4 Cut ita Copy E3 Paste E Web Page f Validate Device Z Connect P4 Delete Element Navigation Panel Network Elements bo 10 1 1 2 e 200 30 30 30 73 My 200 30 30 51 iy BCM Chester iy 200 30 30 77 ify TEST BCM50 R6 4 Open the Network Elements folder and select the IP Address of the BCM Avaya Business Element Manager Network E
8. 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 NN40011 017 Issue 1 2 BCM RIs 6 0 CallPilot Auto Attendant 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 material may
9. with a Business Series set e You must plug the set into the BCM for the DN to function as a Service DN e The DN must be set to Call Forward All Calls CFAC or Call Forward No Answer CFNA to the voicemail DN DN associated with a GASI port e You do not have to plug the analog phone set into the BCM for the DN to function as a Service DN e The DN must be set to Call Forward All Calls CFAC or Call Forward No Answer CFNA to the voicemail DN Hunt group DN e You must set the overflow DN for the corresponding hunt group to the voicemail DN For example a hunt group is required that will forward unanswered calls to Greeting Table 2 NN40011 017 Issue 1 2 BCM Ris 6 0 35 CallPilot Auto Attendant To configure this scenario e Set the hunt group overflow DN to be equal to the voice mail DN e Then program the hunt group DN in the Service DN table associating it with Greeting Table 2 In this example a Service Directory Number has been set up using a Hunt group DN of 397 This will forward unanswered hunt group calls to the auto attendant greeting table 2 Main Logout Help service Directory Number Table vice DN Service Type Value Description Comma Mailbox Administration 397 Greeting Table 2 rana a Change Delete Networking Configuration System Properties Dialing Translation Properties Dialimi Translation Table Service DN 397 service Directory Number Table Se
10. 200 an area code can be entered For example if 01244 is entered all CLID s received starting with that area code will be recognized and transferred to the programmed destination Adding a Telephone Number to the CLID Routing Table 1 Click the Auto Attendant heading 2 Click the CLID Routing Table link The CLID Routing Table page appears Logout Help Lines Administration Mailbox Administration Line Answer Mode Table Skillset Rings Command Mo change change change change Change Change Change Change Change Auto Attendant General Properties Lines Administration Change Many Lines CLI Routing Table Greeting Tables Holidays Company Greetings Customized Digits D 0 a A A A A A A 1 2 3 4 5 B T he J NN40011 017 Issue 1 2 BCM RIs 6 0 33 CallPilot Auto Attendant 3 Click the Add button Main Logout Help CLID Routing Table Mailbox Administration Calling Line ID Type Value Commands Add Auto Attendant General Properties Lines Administration Change Many Lines CLIB Routing Table Greeting Tables Holidays Company Greetings Customized Digits 4 The CLID Setup page appears Logout Help CLID Setup Calling Line ID f Transter To f Greeting Table fi Extension C Mailbox C CCR Tree None Path Cancel 5 In the Calling Line ID box type the telephone number you want to add 6 At the Transfer To optio
11. 8 or 9 y represents the node number and must be from 1 to 8 inclusive The 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 NN40011 017 Issue 1 2 BCM Rls 6 0 15 CallPilot Auto Attendant Setting Description This box is for the number of feature codes for the CCR trees You can configure a Number of maximum of 56 customized feature codes for the CCR trees The feature codes are CCR tree allocated sequentially For example to program 16 feature codes F911 through feature codes 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 w
12. AVAYA BCM Rls 6 0 Call Pilot Auto Attendant Task Based Guide CallPilot Auto Attendant 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 the time
13. CallPilot Auto Attendant 3 Click the Holidays link Main Logout Help Holiday List Mailbox Administration Name Date Status Command Auto Attendant General Properties Lines Administration Change Many Lines CLD Routing Table Greeting Tables Holidays Company Greetings Customized Digits 4 The Holiday List page appears 5 Click on the Add button and a new item will appear in the list 6 Click on the Change link Help Main Logout Holiday List Name Date Status Command Mailbox Administration Hew temi Unused Change Delete Auto Attendant Pa General Properties Lines Administration Change Many Lines CLID Routing Table Greeting Tables Holiday s Company Greetings Customized Digits NN40011 017 Issue 1 2 BCM Rls 6 0 25 CallPilot Auto Attendant 26 T 8 The new holiday will be displayed Holiday Setup Name New Iter Date Occurs every year on the same date Hon Business Greeting 1 1 1 fi CCR Tree None None None None Hours fi 2 00 AM fi 2 00 Phl e 00 Ph fe 00 Pha eg 1200 AM Morning Afternoon Evening Submit 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
14. Company Greeting 4M Caneel Greetings Tables 1 The Greeting Tables configuration screen is accessed by opening the Auto Attendant menu and then clicking on the Greetings Table link Main Logout Help Greeting Tables Mailbox Administration Co Keommand Change Auto Attendant Change General Properties Change Lines Administration pees Change Many Lines Siames CLD Routing Table change a gt Greeting Tables Change Holidays Company Greetings Change 20 NN40011 017 Issue 1 2 BCM Rls 6 0 CallPilot Auto Attendant 2 Click on the Change link for the Greeting Table you want to configure The Greeting Table configuration screen appears Greeting Table 4 Setup Non Business Greeting 1 2 3 4 CCR Tree None Mone Mone None Step 1 Disable DN p Dialing E l E Moming Afternoon Evening Monday ETIE 200 PM E00 Piri E00 FM eq 12 00 Ati Tuesday 12 00AM 12 00PM 6 00 Phi E00 PM eg 12 00 Ari Wednesday 12 00AM fiz00PM E00 PM e00 PM eg 12 00 AM Thursday ETIE i200FM e 00PM E00 PM eg 12 00 Ati 2 i Step Friday i CDAM fi 200 PM 6 00 PM 6 00 PM eg 12 00 AM Saturday i 00 AM fi 200 PM E 00 PM fe 00 Ph eg 12 00 AMi sunday 2 00 Ah fi 200 PM 6 00 Phil 00 Fa eq 12 00 Al Step 3 Attendant Extension Language Preference Primary Menu Repeat Key None Step 4 ao Custom Auto Attendant Menu Prompts Enable E Step 5 Primary Pro
15. Delete 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 Holiday List summer Bank Holiday August 30 2010 Pending Christmas Day December 25 Repeating e Unused A holiday not yet configured e Today A holiday that matches the system date If a holiday occurs on the day you access the Holiday List the status shows Today e Repeating A holiday that has been configured to recur every year e Pending A holiday that is configured to take place once in the future e Expired A holiday that has been configured for the past and will not reoccur NN40011 017 Issue 1 2 BCM RIs 6 0 27 CallPilot Auto Attendant Lines Administration 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 set the Answer status to Yes 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 O to 12 If you leave the number of rings at zero the system answers immediately Configuring the Auto Attendant to Answer Lines 1 Click the Auto Attendant heading 2 Click the Lines Administration link The Lines Administration p
16. French Note If CCR Trees have been applied in Step 1 the CCR Tree prompts will override the standard and Custom Auto Attendant prompts 7 Select the Enable check box if you want the Auto Attendant to use custom Primary and Alternate language menu prompts The record status of the Primary and Alternate prompts is shown If you do not select the Enable check box the Auto Attendant uses standard prompis 8 If you wish the caller to have the option of hearing the menu again select which key to press for this action 0 9 Though this number should not conflict with a tree menu option or other alternate prompt key Note To allow callers to choose the Alternate prompt the Enable Bilingual option should be selected in the Call Pilot System Properties Refer to the CallPilot Manager amp Mailboxes Guide for more information 9 To record the primary and the alternate prompts click the Voice button and follow the steps in the Recording Prompts section of this guide to record a greeting 10 Click the Submit button to configure the Greetings Tables NN40011 017 Issue 1 2 BCM RIs 6 0 23 CallPilot Auto Attendant Holiday Greeting Schedules 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 recurring holidays t
17. 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 CCR Tree specified by the Greeting Table If they do not respond callers go to the system 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 Similar to Standard Uses a custom greeting instead of the standard greeting Select a Company Greeting that is not used in any Greeting Table Go to Recording or choosing Company Greetings for more information Callers who have tone capability can find Touchtone Gate an unnecessary delay 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 Touchtone Gate does not apply to internal callers or calls transferred by Feature 986 Use Select this if you have CCR Trees that use Park and Page and you want to customized play the dial string in your voice For more information refer to Creating digits Customized Digits recordings Starting CCR This box is for the three digit starting feature code for CCR tree access The three tree feature digits include the feature digit the tree number and node within the tree code The codes must correspond to F9xy x represents the tree number and must be 1 to 7 inclusive You cannot use 0
18. age appears Main Logout Help Lines Administration Mailbox Administration Line Answer Mode Table Skillset Rings Command No Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change Change futo Attendant General Properties Lines Administration Change Many Lines CLD Routing Table Greeting Tables Holidays Company Greetings Customized Digits O Oo 4 Mm hh E amp E tw bt y Custom Call Routing Hetworking Contact Center Reports Configuration ia Of OR O Re Re O Re O Re O Se O es D pm 28 NN40011 017 Issue 1 2 BCM Rls 6 0 3 f CallPilot Auto Attendant Click the Change link for the Line you want to change The Line Properties page appears Line Properties Line Humber 245 Answer Mode Auto Attendant Table Skillset Humber fi Number of Rings fo Cancel 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 In the Number of Rings box select the number of rings before CallPilot answers Click the Submit button To Configure Answering for Several Lines 1 2 Click the Auto Attendant heading Click the Change Many Lines link The Change Many Lines page appears NN40011 017 Issue 1 2 BCM Rls 6 0 29 CallPilot Auto Attendant 3 In the
19. 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 AVAYA 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 REFERRED TO
20. be reproduced in any form without the prior written permission of a duly authorised representative of ITEL NN40011 017 Issue 1 2 BCM Rls 6 0 3 CallPilot Auto Attendant Table of Contents AUtO AtendaNt sectors oi peteetetape cide facet seeecs ae ueiccusaeneleeuas 6 DN SUS WW sac acta a EA OI 6 FOW GAM eaa a A O acer eee 7 Reguired IMMONIMATON asese 8 Accessing CallPilot Manager via Element Manager 006 8 Accessing CallPilot Manager from Internet Explorer 12 Cie ate ge IM al 68 1218 1 jee eee nee ee en er er ee yr eee 14 General Properties Settings 2c s cieieioeis cide idence iiola ieee Palace iele 15 COMPANY GLECUIG Si Sdecidesidarddeedcncidecddavbsasddectdavidasidocddavbdacdderidentdasie 16 Recording a COMPANY Greeting ccseecccccceseseceecceeseeeeeseeeeceeesseaeeeeesssaeeeees 17 FIECORGING FFOMIDIS reny S 18 Adding a Greeting Caption asticc ate te cet ad oe aetna teaeke 19 GIeeclings Lables assisted ieee seen 20 Step 1 Greetings CCR Tree Assignment amp Disabling DN Dialling 21 Step 2 Setting the BUSINESS HOUMS ccccccccesseeeeeeeeaeeeeeeeeeaeeeeeeeeeaeeeeeeeeas 22 Step 3 Assigning a Greeting Table Attendant ccccccceeeeeeeeeeeeeeeeeeees 22 Step 4 Language Preference cccccccccsssseceecceeeseeeeeeseeseeeeeseeeeeeeeesseseeeeeesas 23 Step 5 Custom Auto Attendant Prompts ccccccceeececceseceeeeeeeeese
21. e ccccccccsseceseeeeeseeseesseeeesaeeees 35 SEVICE DN Te Ate cacextareta cases netic a ence wees 35 Avaya Documentation LINKS ccceeeeeeeeeeeeeeeeaeeeeeeeeeees 39 NN40011 017 Issue 1 2 BCM Ris 6 0 CallPilot Auto Attendant Auto Attendant Overview The Automated Attendant answers your company s incoming telephone lines with a pre recorded greeting selected from the Greeting Table according to the time of day You can record and assign different greetings to the Greeting Table You can specify which greetings play for particular lines For example you can program the system so that callers hear one greeting when they call the sales line and a different greeting when they call the customer support line After the greeting the Automated Attendant Menu offers callers a range of options that they can select using the dial pad of their 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 instead of the Automated Attendant Menu When the caller dials the Auto Attendant they will be presented with the following Auto Attendant features Company Greeting Refer to the Company Greetings Section of this guide Touchtone Gate Refer to the General Properties Section of this guide Auto Attendant Menu Refer to the Greeting Tables Section of this guide 6 NN40011 017 Issue 1 2 BCM RIs 6 0 CallPilot Auto Attendan
22. e the call goes to the corresponding mailbox If no initialized mailbox exists for the extension the caller hears The person you have called is not available followed by the CCR menu voice prompt If a fax machine calls the Automated Attendant or CCR tree at a time of day when you have disabled DN dialling the call is transferred to the fax extension 3 Select the Disable DN Dialling check box for any time of day when you do not want callers to be able to use name or extension dialling Step 2 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 Table For days that your business is not open set the Morning Afternoon and Evening start times to 12 00 a m midnight and then set the Non Business Start time to 12 01 a m The Non business greeting plays throughout the day You can turn the Non business greeting on and off using the Business Status feature If the Business Status is Off the Non business greeting plays until the Business Status is On Refer to the Operator Settings section of this guide for more information 3 For the day of the week you want to configure type a start time in the Morning Afternoon Evening and Non business boxes Step 3 Assigning a Greeting Table Attendant The Greeting Table Attendant overr
23. eeeeseaees 23 Holiday Greeting Schedules cecccceecccceeeeeeeeesseeeesseeeesaeeeesaees 24 Recording the Holiday Greetings ccccssscccccssececceeseecceeeeecseuseeessseeessaeees 24 Adding Entries to the Holiday LiSt ccccccccsseeeeeeeeeeeeeeeeeeseeeeeeeessaeeseeseesaaees 24 FIONAAY Sta S naa N 27 VAS SACI IS RAUOM iota sect eesdeetdeeides ides idee idenideeidecdeecidesidastdeatdeae 28 Configuring the Auto Attendant to Answer LIN S cccceccseeeeeeeeeeeeeeeeeeees 28 To Configure Answering for Several Lines ccccceseseeceeeeesseeeeeeeeeeeceeeeeeeees 29 OME ATOR SEU GS exisens Ses cders deucreradensr ademas ened ened 30 Setting the Attendant Status cccccccccccsssseceecceeseeceeeeeeeeeeeeeeseeeeeeeseeeeeeeeeeas 31 Set the BUSINESS Open Status cccccccccsssseceeeceeseeeeeeeeesseeeesseeseeeeeseeeeeeeeeeas 31 Set the Answer Line Status cccccccccccccssseeceeeeseeeeeeeeseeeeeeeeseaeeeeeeeesseneeeeeeeas 32 Set the Attendant Extension ccccccccecsseeceeeeaeeeeeeeesaeeeeeeeeseeeeeeeeesaensseeeeaas 32 Resetting the Operator PASSWOMKC cccccccseeeecccceeeeeeeeeeeeeeeeeeseaeeeeeeeeeesssaaageess 32 Advanced Auto Attendant Configuration s000 33 GEID ROUNMG Tabie xia pene eee ee 33 Adding a Telephone Number to the CLID Routing Table eee 33 4 NN40011 017 Issue 1 2 BCM RIs 6 0 CallPilot Auto Attendant Service Directory Number Tabl
24. for a break or leaves in the afternoon set the Attendant Available Status to No When the Automated 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 3 Check the Attendant Available option if the Operator is available Un check the option if the Operator is not available Set the Business Open Status 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 NN40011 017 Issue 1 2 BCM Rls 6 0 31 CallPilot Auto Attendant 4 Select the Business Open check box if you want to enable the Business Open se
25. hat take place on the same day each year such as Christmas Day which occurs on December 25 every year Recording the Holiday Greetings Click the Auto Attendant heading Adding Entries to the Holiday List 1 24 1 2 Click the Company Greetings link The Company Greetings screen appears In this example greeting 12 will be used Logout Mailbox Administration Auto Attendant General Properties Lines Administration Change Many Lines CLIB Routing Table Greeting Tables Holiday s Company Greetings Customized Digita Reports Configuration Operations Help Company Greetings OO J Mm A E M SOSO a O a a OL lll l we o En e e o e o E my m Recorded Mot Recorded Recorded Test Mot Recorded Mot Recorded Mot Recorded Mot Recorded Mot Recorded Mot Recorded Recorded Add Caption oice Voce Change Caption Voice Voce Recorded Hols Greeting Change Caption oice Mot Recorded Mot Recorded Mot Recorded Mot Recorded Mot Recorded Mot Recorded Mot Recorded Mot Recorded blot Gee orld Voice Voice Voice Voice Voice Voice Voice gice ee ht 3 Click the Voice link for the greeting you want to record and follow the steps in the Recording Prompts section of this guide to record a greeting from your computer Click the Auto Attendant heading 2 The Lines Administration page appears NN40011 017 Issue 1 2 BCM Rls 6 0
26. ides the designated Operator If the Attendant does not answer the call goes to the Attendant extension If you do not specify an Attendant extension the call goes to the General Delivery Mailbox 4 In the Attendant Extension box type the extension of the Greeting Table Attendant 22 NN40011 017 Issue 1 2 BCM RIs 6 0 CallPilot Auto Attendant Step 4 Language Preference 5 From the Language Preference list box select Primary or Alternate as the language used for voice prompts Callers hear greetings in this language unless they press the designated key to switch to the other setting Language Preference is not available unless bilingual operation is configured 6 From the Menu Repeat Key list box choose a digit that lets callers repeat the current menu prompt The Menu Repeat Key is optional The Menu Repeat Key takes priority over any CCR Trees and Automated Attendant menus that are already configured and applies to all CCR Trees in the Greeting Table If you choose 0 as the Menu Repeat Key it prevents callers from being able to revert to the Attendant or CCR Trees in favour of Menu Repeat Step 5 Custom Auto Attendant Prompts 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
27. ithin the range of features codes it is still included as part of the allocated range For example if you do not initialize F912 and F913 they are still reserved for the one button CCR tree feature since they are included in the range of 16 features codes ou entered When selected this option will repeat the CCR tree menu prompts that have been configured against any CCR Tree and any Greeting Table This is a system wide Repeat CCR Prompts Company Greetings Before you record the Company Greetings decide what type of greetings you want to use for the incoming telephone lines and what you want the greetings to say There are four greeting times that reflect the Morning Afternoon Evening and Non business hours You can prepare four greetings or you can use the same greeting for each time of day As you record the greetings number them from 1 to 4 An example 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 Greeti
28. lements 200 30 30 80 File Edit View Network Session Tools Help Bp ext W Cut Ga Copy OP Paste WebPage f Validate Device y Connect 3X Delete twork Elements fy 10 112 ig 10 11 66 fy 200 30 30 30 73 200 30 30 51 fy BCM Chester Connection Information IP Address 200 30 30 80 Inventory Information System Name BCM50b 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 017 Issue 1 2 BCM Rls 6 0 9 CallPilot Auto Attendant 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
29. mpt Not Recorded Voice Alternate Prompt Not Recorded Voice ee eee Cancel Step 1 Greetings CCR Tree Assignment amp Disabling DN Dialling For each 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 want to assign a CCR Tree to a Greeting Table you must build it first lf you do not assign a CCR Tree to a Greeting Table the caller hears the greeting you assign then the Automated Attendant menu prompt If you assign a greeting and a CCR Tree to a Greeting Table the caller hears the greeting you assign and is then routed to a CCR Tree 1 Select the Company Greeting number you want to use from the drop down list If you do not wish the callers to hear a Company Greeting select a Company Greeting number that has not been recorded NN40011 017 Issue 1 2 BCM RIs 6 0 21 CallPilot Auto Attendant 2 Assign the CCR tree you wish to use with this Greeting Table Refer to the Custom Call Routing Guide for more information on CCR trees Disabling Name and Extension Dialling 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 lf you disable name and extension dialling when a caller dials an extension or nam
30. n 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 34 NN40011 017 Issue 1 2 BCM Ris 6 0 CallPilot Auto Attendant e A CCR Tree select the CCR Tree option from the list box select the CCR Tree number 7 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 8 Click the Submit button Service Directory Number Table Service DN features The Service Directory Number DN Table links individual directory numbers to specific features You set up the Service DN Table with entries that map a DN to a feature The Service DN Table can have a maximum of 30 entries To receive Service DN treatment a caller must dial the Service DN directly A caller who is redirected to the Service DN for example from Call Forward All Calls does not receive the Service DN treatment When callers dial the DN they connect to the feature that you set up in the Service DN Table A Service DN can be a DN associated
31. ng 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 lf you use a Primary and Alternate Language record the option 9 instruction in your Greeting For example if you use English as your Primary Language and French as your Alternate Language your main greeting can be in English with the option to play the greeting again in French by pressing 9 For example 16 NN40011 017 Issue 1 2 BCM RIs 6 0 CallPilot Auto Attendant Good morning This is Touchstone Marketing To use our voice messaging service in French please press 9 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 Recording a Company Greeting 1 Click the Auto Attendant heading 2 Click the Company Greetings link The Company Greetings screen appears Main Logout Help Company Greetings Auto Attendant Not Recorded Voice General Properties Not Recorded Voice Lines Administration Not Recorded Voice Change Many Lines Not Recorded Voice CLID Routing Table Not Recorded Voice Greeting Tables Holidays Not Recorded Company Greetings Not Recorded Not Recorded Customized Digits
32. ot Touchtone Gate is enabled disabled 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 tone dial telephone please press 1 now If you are a pulse dialling caller or if you are calling from a rotary dial phone please hold and you will be transferred lt is not obligatory to have Touchtone Gate enabled 1400 NIN40011 017 Issue 1 2 BCM RIs 6 0 CallPilot Auto Attendant General Properties Settings Auto Attendant Properties Return to Auto Attendant 7 Touchtone Gate None Use customized digits Starting CCR tree feature 3 digits Feature digit Tree number code Node within tree Humber of CCR tree feature codes Repeat CCR Menu Prompts Cancel Setting Description _ o gt S 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 Determines whether Touchtone Gate is used and whether a Standard or Gate Custom greeting is used select a setting None Sends callers from the Company Greeting to the Auto Attendant or the CCR Tree set in the
33. re replacing the receiver otherwise the recording will be lost 8 Click the Close button and replace your telephone handset Adding a Greeting Caption Captions can now be added to Company Greetings to help identify which greeting and script has been allocated to a particular greeting table The caption can be a maximum of 30 characters To add a caption 1 Click the Company Greetings link 2 Click on the Add Caption link for the greeting to which the caption is to be added Logout Help Company Greetings huto Attendant Recorded Add Caption Voice General Properties Mot Recorded Voce Lines Administration Not Recorded Voice Change Many Lines z Mot Recorded Voice CLID Routing Table Greeting Tables Recorded Add Caption Voice Mot Recorded Voce Holidays lt gt Company Greetings Customized Digits Mot Recorded Voice Mot Recorded Voice Mot Recorded Voice Mot Recorded Voice Networking Mot Recorded Voice Mot Recorded Voice Contact Center Mot Recorded Voice Mot Recorded Voice Reports Not Recorded Voice Mot Recorded Voice Configuration Mot Recorded Voice Mot Recorded Voice Operations Not Recorded Voice 1 2 3 4 5 5 T 5 3 Custom Call Routing NN40011 017 Issue 1 2 BCM RIs 6 0 19 CallPilot Auto Attendant 3 In the Greeting box type a descriptive name for the greeting and click the Submit button Main Logout Help Greeting Caption Greeting 1 Main
34. rvice DN Description Hunt Group fwna to Greeting Tabl Service Directory Number setup Operations Service DN Type Voice Mail Express Messaging Name Dialing Auto Attendant Greeting Table 2 Submit Cancel 36 NN40011 017 Issue 1 2 BCM Rls 6 0 CallPilot Auto Attendant To add a Service Directory Number 1 Click the Configuration link followed by the Service Directory Number Table link Main Logout Help Service Directory Number Table SCeMVice DH gt ermicCce Iype Descrip uon Commands Mailbox Administration Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration System Properties Dialing Translation Properties Dialing Translation Table Switch Properties Fax Properties service Directory Number Table Operations 2 Click the Add button to add a Service Directory Number to the table Logout Help Service Directory Number Mailbox Administration Serice DN Service Type Value Description Commands Auto Attendant aa L Custom Call Routing NN40011 017 Issue 1 2 BCM RIs 6 0 37 CallPilot Auto Attendant 3 You will be presented with the Service Directory Number Setup screen service Directory Number Setup Service DH Service DN Description Service DN Type Voice Mail Express Messaging Name Dialing Auto Attendant Greeting Table 1 Submit Cancel
35. t Flow Chart The following flow chart shows the recommended programming order for configuring the Auto Attendant set the General Properties refer to the General Properties section of this guide Record the Company Greetings refer to the Company Greetings section of this guide Configure the Greetings Tables and Holiday Greeting Tables refer to the Greetings Tables section of this guide Assign the BCM Line to the Greetings Table refer to the Lines Administration section of this guide Ensure that Call Pilot answers the lines refer to the Operator Settings section of this guide NN40011 017 Issue 1 2 BCM RIs 6 0 7 CallPilot Auto Attendant Required Information Before commencing Auto Attendant installation it would be useful to determine the Auto Attendant requirements Useful information would be Company Greetings to be played to callers Business opening hours Lines that are to be used by the Auto Attendant Any custom Auto Attendant menus to match the company s requirements Any Park amp Page Requirements Any Auto Attendant Holiday Schedules Any Calling Line ID requirements Accessing CallPilot Manager 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 2 AvG 9 0 TES Viewer Central ine e H uninstall F7 BCM Dial by Name 2 0 F WebEx Recorder amp
36. to continue we There is a problem with this website s security certificate The security certificate presented by this website was not issued by a trusted certificate authority Security certificate problems may indicate an attempt to fool 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 ccs OE More information NN40011 017 Issue 1 2 BCM RIs 6 0 11 CallPilot Auto Attendant 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 gt CallPilotManager gt HP United Kingdom Computers Laptops Servers Printers and more Windows 2 If you are presented with the Certificate Error window click Continue to this website not recommended 12 NN40011 017 Issue 1 2 BCM Ris 6 0 CallPilot Auto Attendant 3 You will be presented with Adminis
37. transferred to the new extension If the Operator does not answer the call transfers to the General Delivery Mailbox 6 In the Attendant box type the Operator s extension number Resetting the Operator Password You can reset the Operator password to the default at any time The default Operator password is 67372867 Operator 7 Select the Operator Password check box 8 Click the Submit button to configure the Operator Settings 32 NN40011 017 Issue 1 2 BCM RIs 6 0 CallPilot Auto Attendant Advanced Auto Attendant Configuration This section details features functions and operations that may not be necessary in all situations 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 lf 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 Note that as well as entering full CLID references such as 01244 670
38. tration 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 displayed Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration Operations NN40011 017 Issue 1 2 BCM Rls 6 0 13 CallPilot Auto Attendant General Properties The General Properties heading is found under the Auto Attendant menu in Call Pilot Manager Main Logout Help Lines Administration Line Answer Mode Table Skillset Rings Command wr 1 Mo Change Auto Attendant Change General Properties Change Lines Administration Ton Change Many Lines edelt CLID Routing Table Change Greeting Tables Change Holidays Company Greetings change Customized Digita Change Change change Change change change change change change change Change change Mo Mao Mo Mo Mo Mao Mo Ma Custom Call Routing Mo Mo Mo z Mo Reports Mo 2 3 4 5 G T g g Mo Configuration No Mo Operations Of O p25 OC pag O Pe OC PES O pag O pag PES O RSs o pS Le m m a General Properties contains settings such as what to do with a call after listening to a mailbox message and whether or n
39. tting Clear this option to set the Business Open status to No closed Set the Answer Line Status CallPilot can answer all your Central Office CO lines included in line configuration When Answer Lines is enabled CallPilot answers all incoming calls and presents each caller with the Company Greeting and Automated Attendant Menu You can designate whether or not CallPilot answers your company lines lf Answer Lines is disabled CallPilot does not answer incoming calls All incoming calls must be answered and routed by your company Receptionist The Answer Lines status also relates to the Call Center If this option is cleared any lines assigned to the Contact Center will not be answered by Call Pilot 5 Select the Answer Lines check box to have your lines answered by CallPilot Clear this option if you do not want Call Pilot to answer these lines Set the Attendant 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 the Attendant extension number changes you 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 Automated Attendant prompt announces the option and the Operator status is set to Yes Callers who request an Operator are

Avaya Call Pilot Auto-Attendant BCM Rls 6.0 User's Manual

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