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Avaya BCM 5.0 - CallPilot Reference Guide

1. Hi This is Brenda Whately I m away from the office today Please leave me a message after the tone and I will return your call as soon as possible If you need to reach me before tomorrow press and you will be transferred to my cell phone Thanks Note Ask your System Administrator if you have access to Outbound Transfer The default for Outbound Transfer is disabled If you have Outbound Transfer capabilities the restrictions that apply to your telephone line also apply to Outbound Transfer numbers For example if you cannot dial long distance telephone numbers from your telephone you cannot have a long distance Outbound Transfer destination For Outbound Transfer to function properly you must have a greeting recorded When you set up Outbound Transfer you can add special characters to the destination number Refer to Adding special characters to a destination number on page 81 for more information Adding special characters to a destination number Special characters are pauses or other dialing instructions that you can add if they are required to access the network or a destination number Follow the voice prompts or press ALL to add special characters to a destination telephone number or a destination pager number if you are setting up a destination pager number in Off premise Message Notification A destination telephone or pager number cannot be longer than 30 characters Note If you are adding speci
2. 48 Chapter 5 Greetings Accert greeting RETR PLAY ai 9 Press OK or to accept the recording or press PLAY or to listen to the greeting or press RETR or to rerecord the greeting 10 Press to end the session NN40170 100 Chapter 5 Greetings 49 Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it To delete a Personalized mailbox greeting Greeting oFtions REC CHOOSE CFD Greeting PRIME ALT FERS Greeting RETR OK PRI KARAS CHHG DEL OK 1 Press e JQ 6 J Follow the voice prompts or the display button options on your telephone to open your mailbox If you use the CallPilot interface Press to open the Greetings Options menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press GREET or Go to step 3 Press REC or fi Press FERS or to choose a Personalized mailbox greeting Enter the Personalized greeting number 1 2 or 3 that you want to delete Press DEL or to delete the greeting Press C to end the session CallPilot Reference Guide 50 Chapter5 Greetings NN40170 100 51 Chapter 6 Accessing your messages This chapter describes how to access your messages and explains e Receiving calls e Never Full mailbox feature e Playing your messages e Retrieving erased messages e Screening your calls e Interrupting
3. CallPilot Reference Guide BCM 5 0 CallPilot Document Status Standard Document Number NN40170 100 Document Version 01 01 Date August 2009 NORTEL Copyright 2009 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Sourced in Canada Task List PSTN SIGNS osc c cesses a A AE 9 Using CallPilot sccscieedssnresanednesitesnicase cts eaaceteesae si 13 Setting up your mailbox 200s 21 To WENA Fes yo WU UN aaan 22 To check which mailbox interface YOU USC 2 2cc0ccessecteeessasceneeessecceensessecceenennacceneees sen 23 To open an initialized mailbox Norstar Voice Mail cccccceeeeeeeeeeeeeteeeeeeeeeeeeeteees 24 To open an initialized mailbox CallPilot c ccecccccesssneeeeseseeeeeessseeeeeesssneeeeesesaes 24 To open your
4. Med options URG PREIL Med options ACE Time hhmm RETRY hh imm RETRY AM hhinn amA rm RETR 1 Record your message using To record and send a message using the Open Mailbox feature CallPilot on page 61 or To record and send a message using the Leave Message feature CallPilot on page 62 Press F 0 for message options This is a voice prompt option and does not appear as a display button option Press URG or for Urgent delivery and go to step 9 or press PRIM or for Private delivery and go to step 9 or press OTHE for Acknowledged or Timed delivery and go to step 4 If ACE appears on the third display button the Timed delivery option is not available If you are using a one line display phone press 5 for Private delivery or press 6 for Timed delivery Press ACK or 6 to send a message with a Private delivery option and go to step 9 or press TIME or 6 to set up a delivery time for the message Enter the time that you want to send a message using the Timed delivery option This is a four digit field Any single digit hour or minute must be preceded by a zero For example enter 0800 for eight o clock Press AM or fi or Press FM or 22 Press OK or to accept the time you entered or press RETRY or to change the time NN40170 100 Chapter 7 Sending messages 69 Tu mm dd 8 Press CHHG or to change the d
5. on page 29 NN40170 100 Chapter 3 Setting up your mailbox 23 Checking which mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot The System Administrator determines which interface is assigned to your mailbox Use this procedure to check which mailbox interface you use then follow the procedures in the guide that apply to the interface you use Some procedures apply to both interfaces To check which mailbox interface you use 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use Bnew saved ee ar PLAY REC ER This is the Norstar Voice Mail interface Ho messages a atc COMP MBO EX This is the CallPilot interface 3 Press to end the session CallPilot Reference Guide 24 Chapter 3 Setting up your mailbox Opening your mailbox After you initialize your mailbox you can open it from e your own extension e another CallPilot extension e an outside tone dial phone To open an initialized mailbox Norstar Voice Mail 1 Press PBJ Psi 2 Enter your mailbox password and press OK or OTHF RETR OF or if you are at another extension or if you are using a Guest mailbox press OTHR or to display the Loa prompt When this prompt appears enter your mailbox number and password Your mailbox number is usually the same as your extension To open
6. If you have more than one destination number for Off premise Message Notification you can delete a destination To delete a destination number Meg notify ACMI SELECT Hotiftl x2 CHHG OTHE HEST Motif Liss DEL IHS QUIT Hotiful x gt CHHG OTHE HEST Med notify ADMIN SELECT 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press APMIH or to set up Off premise Message Notification Press OTHR if you want to delete the first destination or press HET or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHF Press DEL to delete the first destination number The first destination number is deleted The Notify 2 destination changes to become the Notify 1 destination number To delete more destination numbers press OTHR and repeat steps 4 and 5 Press to end the session NN40170 100 Chapter 10 Off premise Message Notification 105 Adding a destination number Use this procedure if you have set up Off premise Message Notification and
7. Press CHNG or 1 to change the start time or press HEST or to accept the start time Press CHNG or 1 to change the stop time or press HEST or to accept the stop time Press CHHG or 1 to change the message type to urgent Press OE or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message type to urgent to be notified only when you receive an urgent message Press to end the session NN40170 100 Chapter 10 Off premise Message Notification 99 To change the destination from phone to another destination Med notify ADMIN SELECT Hotifu phone CHHG HET Destination PHOWE EXT PAGER lt x RETRY Ok Accepts RETRY OF 1 Press e e i Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press AD IH or to set up Off premise Message Notification Press CHHG or to change the destination Press PHOHE or to choose another phone number destination or press EST or to choose an extension destination or press PAGER or to choose a pager number destination Enter the
8. Q 8 6 is not available on the Companion Wireless telephone To transfer a call to a mailbox from your telephone 1 Press JQ JJ Do not press Hold because the call is put on hold automatically Enter the mailbox number or search the Company Directory To search the Company Directory press the LIF display option Wait until the display shows Call transferred before you attempt any other CallPilot functions The call automatically transfers and the CallPilot session ends CallPilot Reference Guide 80 Chapter 9 Transferring calls Transferring a mailbox owner s call to their mailbox You can transfer a mailbox owner s call to their CallPilot mailbox so that they can change their greetings or retrieve their messages To transfer a mailbox owner s call to their mailbox 1 Press 9 e 6 Do not press Hold because the call is put on hold automatically Enter the mailbox owner s mailbox number Wait until the display shows Call transferred before you attempt any other telephone features Note Do not use _ 7 0 to transfer a mailbox owner s call This feature transfers the call to their telephone and it is possible that the call can return to you 9 8 6 is not available on a Companion Wireless telephone 4 After a mailbox owner s call transfers to their mailbox the mailbox owner must a Press while their mailbox greeting plays b Follow the voice prompts to open their mailbox Tran
9. from your company NN40170 100 Glossary 121 Initializing a mailbox Preparing a mailbox to receive messages which includes changing a mailbox default password and recording a Company Directory name Leave Message The feature code used to leave messages in CallPilot mailboxes Mailbox A storage place for voice messages on the CallPilot system Mailbox number length The number of digits allowed in a mailbox number Mailbox properties Mailbox properties are optional parameters in addition to the Class of Service values The mailbox properties are Include in Company Directory Alternate Extensions Express Messaging Line Call Screening Message Waiting Notification and Outdial route Message delivery options Message sending options for a message A message delivery option can be assigned to a message after it is recorded Message delivery options are e Normal e Certified Acknowledge e Urgent e Private e Timed Message Waiting Notification A display prompt that informs a mailbox owner when a message is left in a mailbox This feature is controlled by the Class of Service for your mailbox Never Full mailboxes Your CallPilot mailbox is equipped with the Never Full mailbox feature which lets an external caller leave a message in your mailbox even if the mailbox is full The message is stored but you cannot access it until you delete at least one saved message Off premise Message Notification
10. on page 21 for more information Avoid giving your password to your co workers If someone else knows your password they can access your mailbox and listen to or delete your messages CallPilot Reference Guide 26 Chapter 3 Setting up your mailbox To change your password 1 Press PBJ Follow the voice prompts or the display buttons to open your mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Password menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press PSWD or e Go to step 3 Pswd 3 Enter your new mailbox password and press OK or f RETRY OF Again 4 Re enter your new mailbox password and press OK or J RETRY OF 5 Press to end the session Password lock out For security reasons the System Administrator can assign each mailbox a maximum number of incorrect password attempts If the number is reached you are locked out You cannot access your mailbox until the password is reset Ask your System Administrator to reset the password The password when reset is 0000 Password expiry Mailboxes can be assigned a maximum number of days that a password remains active If you open your mailbox after your password expires you hear the message Your current password has expired You must change your password Please enter your new password then press Recording your name in the Company Directory The Company Directory is
11. Message Notification 107 To turn Off premise Message Notification on or off Med notify ADMIN SELECT Hotify on CHHG TIME Hotit off CHHG TIME Mailbox admin GREET PSD Gu x 1 Press eJeJ O Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press SELECT or to set up Off premise Message Notification Press CHHG or to turn Off premise Message Notification off if it is on as shown Press OF or or press TIME to review the start and stop time parameters Press to end the session CallPilot Reference Guide 108 Chapter 10 Off premise Message Notification NN40170 100 109 Chapter 11 Recording a call About Record A Call With Record A Call L 8 QJ you can record an active telephone call and put the resulting message in your mailbox Before you activate Record A Call ask the parties on the call for permission to record the call Record A Call is not enabled by default The System Administrator must enable this feature by assigning you a mailbox Class of Service that includes Record A Call Your System Administrator also chooses the m
12. Outbound Transfer telephone number To optimize the use of CallPilot lines the Outbound Transfer call to an external telephone number can transfer to the incoming line to make the outgoing call This type of transfer is called a Link transfer Note You can perform a Link transfer only if the CallPilot line is equipped with Link gt transfer capability The most common type of line that supports Link transfer is a Centrex line If Link transfer is programmed for an Outbound Transfer and your CallPilot lines do not support this feature the caller is disconnected Ask your System Administrator before programming a Link transfer To perform a Link transfer with Outbound Transfer you must add before the Outbound Transfer telephone number For example the telephone number looks like HII GJEJHJe 8 4 where instructs CallPilot to use the incoming line to perform the transfer 6 6 6 f 6 4 is the telephone number dialed Programming Outbound Transfer when CallPilot is behind a PBX If you have CallPilot installed behind a PBX and you want to access an outside line and recognize dial tone enter GJHI4J2ISJEJEJFJej amp 4 J where accesses an outside line specifies the next digits are special characters recognizes dial tone specifies that the next digits are the numbers to be dialed 6 2 J 4 is the telephone number dialed Gs N A 6 ies After yo
13. Outbound transfer settings e Messaging Forwarding e Greetings and Spoken Name Primary Alternate and Personalized Greetings import export play and record e Personal Attendant DN e Fax settings e Call forward to voicemail and display CLID e Find Me Follow Me CallPilot Reference Guide 30 Chapter 3 Setting up your mailbox My Mailbox main menu e Welcome message e number of messages for each applicable message type e applicable warning information e notice about Off Premise Notification and Outbound Transfer e Message Forwarding notice e Find Me Follow Me notice Password Change e ensures password is only digits and letters four to eight characters the new password and its confirmation are identical and if Trivial Password Checking is enabled that trivial passwords are not permitted For information on Trivial Passwords see Trivial Passwords on page 21 Off Premise Notification e check box to toggle the feature on or off e destination table for notification destinations e start and end times for notification e message types for notification Outbound transfer settings This interface displays if the mailbox class of service and outcalling capabilities are sufficient e extension or telephone number radio button with associated text box e check box to allow callers to reach specified outbound destination Messaging Forwarding This interface displays if th
14. Primary or Alternate mailbox greeting nannaa nuanua 43 Choosing a Primary or Alternate mailbox greeting 0020 cee enna 44 Recording a Personalized mailbox greeting cece eee tee ee 46 Deleting a Personalized mailbox greeting 00 ee eee 49 Chapter 6 ACCESSING your messages hice cesicisiscecen re eenicareerntienae 51 Receiving CallS cs iccec cree ne seae ederto atier kr WS ER EERE EERE Eee eee we 51 Never Full mailbox feature 25 5 cues edad cag eee oe MEER ee ee ees 51 Paying your Messages a ictcdraceanernagas Oke pa Sede eRe oe ee RR EER RON 52 Retrieving erased Messages cia cisevdedeeseayeew wees aedeeewteaseuaes 56 MMR your AN sca aaa a and wa i de a on re mod som canta E Ree cre aw aN acd A 56 Interrupting a caler ci cckeca dees e seen cae ied eee See CER Ee eee TERR REE 57 Chapter 7 Sending MESSAGES ioc c ccc ccsdseccdcsseessceraweesesaesaiscaen 59 Recording and sending messages 000 0 cece eee ees 59 Searching the Company Directory 0 00 c cee eee 63 Assigning message delivery options 000 cece eee eee 64 Message delivery Options 0 csc0 esnec eee ee wane web sias barkuta Rae 65 Sending a message to more than one recipient 0 000 e eee eee 69 Repiying t0 MESsagoS 6 nce ine eae eae eed eee Rak eee 70 Replying to an intemal caller so ccaeie eed beens edad eris wea Oneees aaa 71 Replying to an extemal caller iaisscecceee ck aki ee chee deeded eaeen
15. Voice dialpad Mail button dialpad button Normal SEHD aw 9 Sends a message with a Normal delivery option Certified CERT Sends you notification that your message has been Acknowledge at received and played The notification includes the original message body with the receipt ACE Urgent UFGEMT Plays messages marked Urgent before other messages in the mailbox Urgent messages are preceded by the or voice prompt This message is urgent URG Other Accesses the Private and Timed delivery options If OTHE FEIN or ACE appears instead of OTHR the Timed delivery option is not available Private FRIN Private messages cannot be forwarded to another Ser mailbox Timed TIME Lets you assign a delivery time to the message or 6 TIMED The Certified Acknowledge and Timed delivery options are available only if you call from a telephone that has a mailbox associated with it If you use the Certified delivery option the read receipt includes the original message body You can request a read receipt from a person listening to a message and actually receive the original message back so you know which message they listened to For example the enhancement is useful for a health care customer that sends unionized case workers to homes of the elderly The user often sends multiple voice messages to the workers to change or cancel appointments The company wants to know when and what message the case worker has l
16. a Thru Dial call esseesseeeseeeeee 74 To use Thru Dial to reach your Target Attendant csccceeesseceeeeesseeeeeeeeseeneeteeteaes 74 CallPilot Reference Guide 4 Task List Call Forwarding your calls cciccccccccseiviesssvcawivewnssvins cus 75 Tosi up Call Forward remataly ssiri iee ire oiai Ei iene ah elds 75 Toiturn Call Forward with CLD on or Off isicasicesssadaicssbiccrianrinindiassssaanniaabiadraderdenaiieaiioca 77 mMansiemng Calls sorciririideiii rikin Nnr ei 79 To transfer a call to a mailbox from your telephone cccceeeeeceeeeeeeeeeeeeeeeeeeeeeeeees 79 To transfer a mailbox owner s call to their mailboX ssessssssessesirssserrnsesernnsesennnnerernnnes 80 To kansier acall to A OCR We ecascuniannienncihnnihtiisei lees Ves AN aaa 80 To set up Outbound Transfer to a phone number sssssssssssreesreessreerersssresrnsereesrnseres 83 To set up Outbound Transfer to an extension sssseeesesssreesresrrterensrrnrsrrnsernrerensrres 84 TST Outbound Transier On or Off cscasscssseuaniias vans scatessanaanies hanna nieiareeessiesieananoiariaaniceaien 85 Off premise Message Notification 00 cece eee eee eee 87 To set up Off premise Message Notification to a phone number cccceeeseeeeeeees 88 To set up Off premise Message Notification to an extension cccccsscceeesessteeeeesees 91 To set up Off premise Message Notification to a pager ccccccssecceessst
17. a list of mailbox users on the CallPilot system Before you can use your mailbox to receive messages you must record your spoken name in the Company Directory It is a good idea to include your mailbox number in your Company Directory recording For example Pat Smith mailbox 5813 This establishes your voice name in a directory that is used by other CallPilot users and outside callers who use the Company Directory NN40170 100 Chapter 3 Setting up your mailbox 27 If you do not want your name in the Company Directory tell your System Administrator The Company Directory feature can be disabled by the System Administrator If you do not know whether you have this feature ask your System Administrator You can change or re record your name in the Company Directory at any time To record your name in the Company Directory 1 Press RJB Follow the voice prompts or the display button options to open your mailbox 2 Ifyou use the CallPilot interface e Press P to open the Company Directory e Gotostep3 If you use the Norstar Voice Mail interface e Press AD IH or e Press i J This is a voice prompt and does not appear as a display button e Go to step 3 Record name 3 At the tone record your name RETRY ok Press OK or to end the recording Accert name 4 Press OF or to accept the recording RETRY PLAN OF or press PLAY or to listen to the recording or press RETR or to re record your n
18. access to your mailbox change your password afterwards If you forget your password the System Administrator can reset it to the default password 0000 You can then enter a new password When sending messages make them brief and to the point More than 75 of the time spent on a normal business phone call consists of making small talk pleasantries and other socializing Sending a message rather than making a call can save you time Try to avoid sounding hurried or rude while restricting your messages to the essentials Change your Primary greeting frequently It is a good idea to change your Primary greeting on a regular basis Change your greeting to indicate that you listen to your messages and maintain your mailbox on a regular basis Change your Primary greeting to provide a personal touch that frequent callers appreciate Make your Alternate greeting specific Choosing an Alternate greeting usually means you are away from the office If you are out of the office indicate in your Alternate greeting when you expect to return If you will be checking your mailbox while you are out of the office include that in your message If callers can reach you at another phone number ensure that your message includes the phone number and the time period of the temporary arrangement If you are going to be out of the office remember to press Call Forward Q to forward incoming calls to your mailbox Use an Extended Absence Greeting Begin this greetin
19. alert the Personalized greeting will continue to play for the appropriate Caller ID and those callers will hear your Personalized greeting rather than the Alternate one If the Accepting Messages option is set to No the caller will hear the Alternate greeting Recording technique for mailbox greetings When you record your mailbox greetings remember to speak clearly and at a pace that is easy to understand After you record a greeting you can replay it before you accept it You can record or change a greeting from any display telephone If you are away from the office you can record a greeting from any tone dial telephone When you record a greeting do not use the Handsfree feature You get better results if you speak directly into the handset Note Recorded greetings count towards the storage capacity of a mailbox Avoid recording long greetings if possible If recorded greetings are long there will be less storage time in the mailbox for messages NN40170 100 Chapter 5 Greetings 43 Recording a Primary or Alternate mailbox greeting Only a Primary mailbox greeting is necessary but you can record an Alternate mailbox greeting for times when you are out of the office such as vacations If you do not record any mailbox greetings your Company Directory name recording plays to callers who reach your mailbox If you record both Primary and Alternate mailbox greetings you must choose which greeting plays If you do
20. and minute must be preceded by zero Press AM or or Press FM or B Press OK or to accept the start time Enter the time when Off premise Message Notification is to stop This is a four digit field You must precede a single digit hour and minute with a zero CallPilot Reference Guide 92 Chapter 10 Off premise Message Notification stor timet RETR AM PH stor timet RETRY DE More dest VES HO Startstart time CHHG HEAT Stor stor timer CHHG HEXT Med tyre new CHHG Ok Med notify ADMIN SELECT 11 12 13 14 15 16 17 Press AM or fi or Press FM or 2 Press GE or f to accept the stop time Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Press HEYT or to accept the start time that you entered or press CHNG or ff to change the start time Press HEYT or to accept the stop time that you entered or press CHNG or ff to change the stop time Press OK or if you want to be notified when you receive anew message or press CHHG or 1 _ if you want to be notified only when you receive an urgent message Press to end the session NN40170 100 Chapter 10 Off premise Message Notification 93 Setting up Off premise Message Notification to a pager number Example of a destination pager numb
21. can change this number Press OE or to accept the address or press RETR to enter a new mailbox address and go to step 3 Press DOME or when you are finished entering addresses Press REC or 5 and record your message at the tone Press OF or to end your recording or press FEREC to erase and re record your message Press PLAY or 2 to listen to your message or press SEND or 7 9 to send the message now with the Normal delivery option or press DEL or 7 6 and press 5 to erase and re record the message If you want to assign delivery options see To assign message delivery options CallPilot on page 68 or press C to end the session CallPilot Reference Guide 62 Chapter 7 Sending messages To record and send a message using the Leave Message feature Norstar Voice Mail 1 Press C 9 8 0 Mbox 2 Enter the mailbox number or Group List number If you do BIR eet not know the mailbox number press DIR or to use the Company Directory Record messager 3 When you hear the tone record your message Z Seley ae Ok You can press PAUSE or to stop your recording and press COHT or to continue recording your message or press RETR to erase and re record your message Record messager 4 Press OK or to end your recording RETRY PAUSE OF Message options 5 Press SEHD or or replace the handset to send the ee eee message using the Normal del
22. hour and minute with a zero CallPilot Reference Guide 96 Chapter 10 Off premise Message Notification start timer 8 Press AM or fi RETR AM PH or Press FM or R setart timer 9 Press OK or to accept the start time RETR Ok Stor hhmm 10 Enter the time when Off premise Message Notification is pele 0E to stop This is a four digit field You must precede a single digit hour and minute with a zero stor time 11 Press AM or fi RETRY AM Pr OL Press FM or 2 setor time 12 Press OK or to accept the stop time RETRY Ok pi dest 13 Press YES or i to set up another destination number WES HO J Hotifys none 14 Press SETUP to set up another destination number SETUP HEST Destinationi 15 Press PAGER or to select a pager number destination PHOHE EaT PAGER Pager 16 Enter the destination pager number and press GE or RETRY DE SKERMS 17 Press GE or to accept the destination pager number EEE Dk represented by lt x gt or press ADE or 2 to add special characters and use your dialpad or follow the voice prompts to add characters See Adding special characters to a destination number on page 81 After you add special characters press OK or f SHOWER RK 18 Press HEXT or to accept the default pager message ChihG Hest represented by lt xxxx gt The default pager message that C
23. press GPER or 0 to change the Target Attendant to the CallPilot Operator The display shows the extension you entered Press to end the session NN40170 100 Chapter 3 Setting up your mailbox 29 Mailbox Manager overview Mailbox Manager is a Web based application that allows you to manage your CallPilot mailbox online You access Mailbox Manager at https lt BCMIPaddressOrHostName gt MailboxManager Computer requirements The computer you use to run Mailbox Manager must have e Windows XP Professional SP3 Windows Vista SP2 Windows Vista Business Windows Vista Ultimate or Windows Vista Enterprise 32 bit and 64 bit e 64 MB RAM 10 MB disk space e minimum screen resolution of 1024 X 768 pixels Browser requirements Mailbox Manager supports these browsers e Internet Explorer 6 0 7 0 and 8 0 Note You can administer Subscriber mailboxes Information mailboxes Contact Center skillset mailboxes General Delivery mailbox and System Administrator mailbox through Mailbox Manager If you try to access other types of mailboxes you receive a warning message Note For more information about Mailbox Manager see the Mailbox Manager online help files Mailbox Manager has the following interfaces and the associated functionality for subscriber General Delivery and the System Administrator mailboxes e My Mailbox main menu e Password Change e Off Premise Notification e
24. set up Off premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers The following steps show you how to enter a phone number destination and then add a pager destination for the first time 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Med notify 3 Press AD IH or to set up Off premise Message yee Notification Destination 4 Press PHOME or 1 to choose a destination phone number PHOHE ExT PAGER Phi 5 Enter the destination phone number and press GE or REDEN Ok The destination phone number cannot be longer than 30 digits axe 6 Press OF or to accept the destination phone number BEE as represented by lt x gt or press ADE or 2 to add special characters and use your dialpad or follow the voice prompts to add characters See Adding special characters to a destination number on page 81 Starti hhmm 7 Enter the start time for Off premise Message Notification RETEN Ok This is a four digit field You must precede a single digit
25. several people ask the System Administrator to create a Group List for you With a Group List you can send the same message to all the mailboxes in the Group List Encourage CallPilot use Old habits are sometimes hard to break and some people have difficulty accepting or trying new technologies Use your Personal mailbox and other CallPilot features and encourage your co workers and frequent callers to use them too Report problems promptly If you encounter problems using CallPilot report the trouble to the System Administrator as soon as possible NN40170 100 115 Chapter 14 Troubleshooting This chapter describes some problems that can occur when you use CallPilot Some typical problems are listed and what to do if they occur The Auto Attendant transfers some callers to the General Delivery Mailbox CallPilot requires a tone signal and a minimum voice level If CallPilot does not receive a response the caller is automatically transferred by the Auto Attendant to the CallPilot operator If the operator is not available the call transfers to the General Delivery Mailbox Possibly the extension called does not have a mailbox assigned to it Ask your System Administrator to verify that a mailbox is assigned to the extension Feature 981 produces a LOG prompt on my phone display Possible causes of the Log prompt e The extension you are using does not have an operating mailbox If the extension does not have a mailbox
26. the extension e using the Company Directory e leaving a message e reaching the Operator e selecting an Alternate Language there is no voice prompt for this option Tf CallPilot is installed with bilingual capabilities callers can press 9 to hear voice prompts in the other language When a caller selects an option the Auto Attendant responds to the command either by routing the call to an extension or mailbox within your company or by directing the caller to the Company Directory or the Operator Mailbox Park and Page With Mailbox Park and Page external callers can press 6 during your personal greeting or after they have recorded a message to have you paged If internal callers press 6 J the call goes directly to the record tone When you are paged the system plays your mailbox spoken name and where the call is located for example John Doe 101 If you have Mailbox Park and Page enabled for your mailbox you must let callers know that they can page you as part of your mailbox greeting for example I m not at my desk To have me paged press 6 otherwise leave a message at the tone Ask your System Administrator whether you have Mailbox Park and Page enabled for your mailbox NN40170 100 Chapter 2 Using CallPilot 19 Types of mailboxes A mailbox is a storage place for messages There are three types of mailboxes e Subscriber mailboxes which include Guest mailboxes e Information mailbo
27. the previous message Message NN40170 100 Chapter 6 Accessing your messages 55 Playing your messages CallPilot Available during and after Option Button playing Description Next 6 Plays the next message in the skillset mailbox If you use this while a Message message is playing it stops playing the current message and plays the next message in your mailbox Call E Places a call to the sender of a message Sender Help Offers a Help menu 7 Reply a Replies to a message J Z Envelope Plays the information in the message envelope Envelope information 7 e of includes the date and time the message was sent and if the message is internal the directory name of the sender Forward Forwards the message to one or more mailboxes You can record an Message 7168 4 introduction to the forwarded message Reply ao Replies to a message and all other recipients of the message All 7 4 VA Refer to Note 3 on page 54 Delete Deletes the current message Deleted messages remain in your 7 6 mailbox until the session ends Refer to Notes1 and 2 on page 54 CallPilot Reference Guide 56 Chapter 6 Accessing your messages Retrieving erased messages You can retrieve an erased message if you are still in the CallPilot session An erased message remains in your mailbox until you end the current CallPilot session After you play your messages and exit CallPilot
28. times apply to all five notification numbers You do not assign start and stop times if the destination is a pager Off premise Message Notification begins at the start time Set the start time for the time you are at the destination phone number so you are there to receive your calls A person who receives an Off premise Message Notification call can cancel Off premise Message Notification to their destination number This is useful if a destination is incorrectly programmed and the wrong person receives the calls The recipient of an Off premise Message Notification call hears the following voice prompt Message for name of mailbox owner To log on press 1 If you have received this call by mistake please press 2 CallPilot Reference Guide 88 Chapter 10 Off premise Message Notification Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial phone The parameters are e destination type phone extension or pager e destination number phone extension or pager e time range for receiving calls at phone numbers or extensions Pagers are notified any time there is a qualifying message e types of message you want to receive all new messages or just urgent messages Note The restrictions that apply to your phone line also apply to Off premise Message gt Notification numbers For example if you cannot dial long distance
29. 0170 100 Chapter 7 Sending messages 73 Placing a call with Thru Dial With Thru Dial you can call another number while you are logged on to your mailbox or if you call someone s extension and reach their voicemail Note The System Administrator can restrict the numbers that you can dial so ask your System Administrator if you can use Thru Dial Thru Dial can only be used to call internal numbers When to use Thru Dial When you are making a call you can make a second call without hanging up and dialing a second number by using Thru Dial This is especially useful if you are at a pay phone Use Thru Dial if you want callers to be able to dial another number to reach your Target Attendant which you can change to be an out of office number or maybe another contact person if you re not available When you are making calls from a hotel you can avoid toll charges by using Thru Dial to call other extensions from one call Examples of using Thru Dial e Pat calls her mailbox from a pay phone and hears an urgent message from Joe Without hanging up Pat can Thru Dial Joe s number and doesn t have to pay for another call e Pat is away from the office and needs to leave messages for Jill and Bob in the office Pat can call Jill s mailbox leave a message then Thru Dial to Bob and leave a message e Pat calls Doris and gets her voicemail Pat knows that Andy can provide the information she needs so Pat Thru Dials to Andy f
30. 9 10 11 12 Press CHHG or f1 to change the start time or press NEXT or to accept the start time Press CHHG or 1 to change the stop time or press NEST or to accept the stop time If you want to change message notification press CHHG or if you want to be notified only when you receive an urgent message Press OK or J Press 4 to end the session To change the destination from phone or extension to pager Med notify ACMI SELECT Hotifyicx gt CHHG HET Destination FHOHE EXT FHAGER 1 Press Qj f Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press ADMIH or to change Off premise Message Notification The displays show a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number lt x gt represents the type of destination phone or extension Press PAGER or to choose a pager number destination NN40170 100 Chapter 10 Off premise Message Notification 103 Pager RETR ok ox ADE OK Shows CHHG HEXT Hotify pager CHH
31. ACONES sisson tink noktE eh ct hy EERE andere ante Sha kk Bence ane eR ew no 9 Symbols and text conventions s s ee Sak Cea cee E A 10 Chapter 2 SIG CUP scaer a aS S E 13 How CallPilot WOKS eie narid eiere rat duiat ena re atera Eae n ERS 13 Aboutdisplay ONIONS ersi eae eS edad ees NOAN 13 Ppoutriciophone DUONE Jcnen ce iia Pee eeRene edad eina see ekaeuud 14 Alitemato extensions 6 fic 3554 e244 SERRS PGi od SS ei ERAS SHOT SEER AER TELS 14 Using CallPilot with an analog terminal adapter or an analog station module 15 USING ihe diaipad cc cee a eR ARERR EE ER Re Re 15 CAIPIOt voice BIOMG cccccerin cde te Sader d Pi rOSeE E EES OR RRS RS 16 Pui PUG atthe di cdeeen Peden eB e SES e ewes oede wena eeaesedue 18 Mailbox Park and Page sc 2 eae one cen erikor eases eo RGRE SE Ea wee Sew 18 WSS OL maDOrES ct oad beet tease See ea ee Sa eS 19 Subscriber MalHOX ascocd ceceasennseas se PRe er eee ne GRewddet Wekwed Bees 19 GESAR cat iy ce Sengaanddea deeledaes eee edsSeestdenes ean Cee ea 19 ITOUCH ICN 5 cask cineca eaten eS se tba ubbe Rene Beebe Aaa 19 Special WabOKSS 2 2sees cashes cess Hosts beet awe doneee yaoi e EENES 20 Chapter 3 Setting up your mailboX 22 c cece tects e eee ene en eesaseaee 21 BSE your MalDOx cw thar toed dae da hs CRE Oa de eer kes 21 Trivial PaSswOrds lt 0026 cece nape ad ekon ete oewaie chee eee EE ee 21 Checking which mailbox interface you use 1 0 0 ee 23 Opening your MBIDOM cacate ce dwa een dadeke
32. CallPilot requests both a mailbox number and a password e The extension is a Guest mailbox which usually does not have an assigned extension Ask your System Administrator to verify that your extension is properly assigned to your mailbox cannot forward my phone to CallPilot If you try to forward your extension to CallPilot and the display shows Mot in service you can be forwarding to the wrong extension number Use p to verify you are calling the correct CallPilot extension number My mailbox is not accepting messages the owner Refer to Initializing your mailbox on page 21 Make sure your mailbox is not full Refer to My mailbox is full on page 116 If you are using an Alternate greeting check if you have set up your mailbox to accept messages Refer to Choosing a Primary or Alternate mailbox greeting on page 44 My name does not play in the Company Directory Check to ensure that your mailbox is initialized If it is not initialized your name does not play in the Company Directory and your mailbox cannot receive any messages If you have recorded your Company Directory name ask your System Administrator to ensure that the Company Directory is available forgot my mailbox password A forgotten password cannot be recovered Your old password must be reset to the default password of four zeroes 0000 After the System Administrator resets your password you must open your mailbox and change the default passwor
33. G HET More dest VES HO Med tyre newn CHHG Ok Meg notify AC HIH SELECT 10 11 12 Enter the pager number and press OK or f to continue Press OK or to accept the destination pager number represented by lt x gt or press ADE or 2 to add special characters and use your dialpad or follow the voice prompts to add characters See Adding special characters to a destination number on page 81 After you add special characters press OK or f Press HE T or to accept the default pager message represented by lt xxxx gt The default pager message that CallPilot sends is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHHG or 1 to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows notification is set up to a pager Press HEXT or to continue Press Es if you want to set up another destination number or press HO if you do not want to set up another destination number Press QE or if you want to be notified when you receive anew message or press CHNG or 1 _ if you want to be notified only when you receive an urgent message Press to end the session CallPilot Reference Guide 104 Chapter 10 Off premise Message Notification Deleting a destination number
34. Information mailbox greetings by mentioning the Information mailbox in the Automated Attendant or by asking the operator to route enquiries to the Information mailbox Ask your System Administrator for details Callers cannot leave messages in an Information mailbox CallPilot Reference Guide 112 Chapter 12 Broadcast and Information messages Recording an Information mailbox greeting Before you record an Information mailbox greeting you must determine what the greeting includes Be sure to include important times and dates For example Paddy s Dance Studio proudly presents an extravaganza of dance The entertainment begins at 8 00 pm on the fourth of July Toddlers tap is in the White Room Folk dance is in the Green Room Classical ballet is in the Pink Room Contemporary jazz is in the Blue Room The studio and recital rooms are located at 222 Main Street Write the greeting down and practice reading it aloud When you are confident the greeting includes everything you want it to record the greeting If you are using a phone system with bilingual capability you must record the Information mailbox greeting in both languages An Information mailbox greeting can be either a Primary or an Alternate mailbox greeting To record an Information mailbox greeting Loa 1 Press l JQ9 8 f J ee RELEY ad Press OTHR Enter the mailbox number and password then press OK or The System Administrator creates the passw
35. Pilot features on Business Communications Manager BCM To use this guide you must determine which phone interface you use and follow the procedures for that interface For information about determining which interface you use see Checking which mailbox interface you use on page 23 Some procedures apply to both interfaces If you are a new CallPilot user make sure you are familiar with how to operate your display telephone Refer to the User Card for your telephone For more information about using CallPilot ask your System Administrator Audience This guide is for system administrators and CallPilot users Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description ASM Analog Station Module ATM Analog Terminal Adapter BCM Business Communications Manager CCR Custom Call Routing CFAC Call Forward All Calls CFB Call Forward on Busy CFNA Call Forward No Answer CLID Calling Line Identification COS Class of Service DTMF Dual Tone Multifrequency NVM Norstar Voice Mail CallPilot Reference Guide 10 Chapter 1 Getting started Symbols and text conventions These symbols are used to Highlight critical information for the BCM system S Caution Alerts you to conditions where you can damage the equipment A Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions whe
36. RME I RETR Ok Hotifais CHHG HEAT More dest VES HO 1 Press eJeJ Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press AD IH or to change Off premise Message Notification The display is a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number Choose the type of destination number press PHOHE or to choose a phone number destination or press ExT or to choose an extension destination Enter the destination number you want to set up Off Premise Message Notification for lt x gt represents the destination number Press OK or to accept the destination number or press RETR or to re enter the number Press HEXT or to continue Press YES or if you want to set up another destination and repeat steps 6 through 8 or press HO or if you do not want to set up another destination CallPilot Reference Guide 102 Chapter 10 Off premise Message Notification CHHG HEST Start start time Stor stor timer CHHG HEXT Med Lyre tren CHHG Ok Med notify ADMIH SELECT
37. The CallPilot feature that calls destination numbers that you set up to let you know you have a new or urgent message This feature is controlled by the Class of Service for your mailbox Operator Status The CallPilot indicator that determines if a company s receptionist or Designated Operator is available CallPilot Reference Guide 122 Glossary Option A CallPilot choice that is given to a user through voice or display prompts Password A four to eight digit number that is entered on the dialpad A password is used to open mailboxes or perform configuration tasks Pause You use pauses when you set up pager notification Each pause character that you enter makes the system wait four seconds before sending out the tones for the digits that follow For voice pagers enter pauses after the pager number to delay the start of the CallPilot voice prompt that activates the pager For alphanumeric pagers enter pauses after the pager number and before the digits that appear on the pager display Personal mailboxes Mailboxes assigned to users as a place to store messages Primary greeting The main greeting played in a Personal mailbox Programmable memory buttons On display telephones buttons that can store feature codes and numbers Recognize dial tone After accepting an Outbound Transfer or Off premise Message Notification destination phone number entering adds a D to the digit string CallPilot uses this to recognize dial t
38. a caller Receiving calls CallPilot can be used by outside callers and other mailbox owners in your company When you are away from the office you can use CallPilot with any tone dial telephone When you are at the office you can use CallPilot from any telephone connected to your company s CallPilot system Even outside callers who use a rotary dial telephone can use CallPilot If a caller uses CallPilot from a rotary dial telephone the system transfers the call to your company receptionist or the Operator If the receptionist or Operator is not available to answer the call the call transfers to the General Delivery Mailbox Callers can leave messages that are the minimum message length that is configured for your system The minimum message length can be between 0 5 to 3 seconds long The maximum message length depends on your mailbox settings Callers can leave messages that are greater in length than the minimum message length and up the maximum message length that is configured for your system Ask your System Administrator what your minimum and maximum message lengths are Never Full mailbox feature The Never Full mailbox feature lets external callers leave a message in your mailbox even if the mailbox is technically full The message is stored in your mailbox but you cannot access it until you delete at least one existing message to allow space for the new message If you attempt to listen to any new messages before deleting an e
39. a line button to answer a call on the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press on the T7100 terminal On T7100 terminals you can answer a second call by pressing Your active call is put on hold and you connect to the waiting call You can have no more than two active calls at one time Note If you are using a VoIP phone please consult your IP set manual for a description of the button icons Alternate extensions You can have up to five Alternate extensions for your mailbox If a caller dials the main extension the primary extension for the mailbox that has Alternate extensions assigned the call rings only at the main extension If the call is not answered and the caller leaves a message a message indicator appears at the main extension and any Alternate extensions You can access the message from Alternate extensions with the Open Mailbox feature LJ eJ BJ J the same way that you access messages from your main extension phone Only an extension without a mailbox assigned to it can be used as an Alternate extension Caller ID CLID is displayed on an Alternate extension only if e the Alternate extension is assigned to a phone with Caller ID CLID e the Alternate extension has Call Display enabled e the call at the primary set is forwarded to voicemail If the call is not answered the call goes to CallPilot and an audibl
40. ailbox has sufficient outcalling capabilities both extension and telephone selections are shown If the mailbox does not have outcalling capabilities only the extension is shown e extension or telephone radio button and text box Call forward to voicemail and display CLID e forward calls to voicemail check box e display caller information check box Note The functionality for Information mailboxes is limited to the My Mailbox gt Welcome message Password Change Spoken Name Primary Greetings and Alternate Greeting if CallPilot is configured as bilingual Find Me Follow Me The Find Me Follow Me keycode must be enabled and your system administrator must activate this feature You can configure Find Me Follow Me to ring up to five external destination numbers when you receive a call at your desk phone This feature also allows transferring answered calls back and forth between your desk phone and any of the Find Me Follow Me destination numbers e schedule list table add edit or delete a schedule based on time and day e external destination list table add edit or delete an external destination number Note For more information about Find Me Follow Me see the Nortel Business Communications Manager Find Me Follow Me User Guide NN40010 118 or the Find Me Follow Me online help files Note For more information about Mailbox Manager see the Mailbox Manager online help files CallPilot Reference Guid
41. al characters do not press the dialpad buttons to enter a Or to enter a Press the button directly below the option on a two line display telephone or listen to the voice prompts Adding special characters to a destination number Press Description 2 or DIGS to resume adding digits to the destination phone number 8 Jor PAUS to enter a timed pause that appears as F on the display Pauses are four seconds long CallPilot Reference Guide 82 Chapter 9 Transferring calls Adding special characters to a destination number Press Description or TOHE to recognize dial tone behind PBX The Recognize Dial Tone special character appears as on the display 6 Jor OTHR to enter a 6 Jor OTHR to enter a to cancel and retry NN40170 100 Chapter 9 Transferring calls 83 Setting up Outbound Transfer To set up Outbound Transfer to a phone number Outbound tr ADMIN SELECT Destination FHOWE EXT Phi RETRY OK lt x ACD OK Transferi off CHHG QUIT Transferi on CHHG QUIT 1 Press Qj Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press 8 0 to open the Mailbox Options Press P to open the Outbound Transfer menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press to open the Outbo
42. allPilot sends is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHNG or 1_ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message NN40170 100 Chapter 10 Off premise Message Notification 97 Motifs pager 19 CHHG OTHR HET Hotify 3 none 20 SETUP HET Starticstart time 21 CHHG HEXT Stor istor Lime gt 22 CHHG HET Med tyre new 23 CHHG OK Meg notify 24 ADMIH SELECT The display shows that the second destination is a pager Press HEXT or Press HEXT or Press HEXT or or press CHHG or l to continue to continue to accept the start time that you entered 1 _ to change the start time Press HEXT or or press CHHG or Press OK or message or press CHHG or to accept the stop time that you entered 1 to change the stop time to be notified when you receive a new _ to be notified only when you receive an urgent message Press to end the session Changing Off premise Message Notification You can change the parameters and destinations for Off Premise Message Notification Refer to Off premise Message Notification parameters on page 88 for more information about parameters If you want to change the time or message type parameters
43. ame 5 Press to end the session Assigning a Target Attendant You can assign a Target Attendant to answer calls transferred from your mailbox The default Target Attendant for your mailbox is the CallPilot Operator The Target Attendant can be assigned to any valid extension After you assign your Target Attendant a caller who reaches your mailbox can press 0 to speak with the Target Attendant If you do not have a Target Attendant assigned callers who press 0 return to your mailbox Remember to tell callers in your greetings that if they need assistance they can press 0 to speak to the Target Attendant For example Please press 0 to speak to my assistant CallPilot Reference Guide 28 Chapter 3 Setting up your mailbox To assign a personal Target Attendant Atdt exti oper CHHG QUIT Ext RETR OPER Atdt extitxnxx gt CHHG QUIT 1 Press P e i Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press 8 0 to open the Company Directory Press ASST or to open the Target Attendant menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press to open the Target Attendant menu Go to step 3 Press CHHG or to change the Target Attendant The Atdt ext oFer prompt shows that the current attendant is the CallPilot operator Enter the extension number of the new Target Attendant or
44. an initialized mailbox CallPilot 1 Press PBJ Mbox 2 Press RETRY OK or if you are at another extension enter your mailbox number and then press OK or Your mailbox number is normally the same as your extension Pswd 3 Enter your mailbox password and press OK or RETRY OF To open your mailbox using Auto Login If your System Administrator has enabled Auto Login for your mailbox you can open your mailbox by pressing L BJO You do not need to enter your mailbox number or password You can use Auto Login only from your primary or alternate telephones Ask your System Administrator whether you can use Auto Login NN40170 100 Chapter 3 Setting up your mailbox 25 To open your mailbox remotely 1 To open your CallPilot mailbox from an outside tone dial phone during your greeting press or enter the CallPilot extension number to open your mailbox If you are in Europe or Australia press or enter the CallPilot extension number 2 Follow the voice prompts to enter your mailbox number and password Changing your mailbox password You can change your mailbox password at any time A password must be from four to eight digits long and cannot start with zero It is recommended that you change your password every 30 days Keep your mailbox secure by choosing an uncommon password not a predictable password like 1234 or 1111 You may not be allowed to enter a trivial password Refer to Trivial Passwords
45. and F981 or online using Mailbox Manager For information on Mailbox Manager see Mailbox Manager overview on page 29 Initializing your mailbox Initializing your mailbox prepares your mailbox to receive messages Your mailbox cannot receive Initializing your mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the CallPilot default password 0000 to your password e recording your name in the Company Directory Trivial Passwords Your system administrator may configure CallPilot to not accept trivial passwords The feature is enabled by default Trivial password checking prevents unauthorized login to mailboxes The password you create for your mailbox must not be a trivial password The following are trivial passwords e the password is the same as the mailbox number e all numbers of the password are the same digits 1111 3333 e digits of the password are consecutive numbers in increasing or decreasing order 1234 2345 43210 Alphanumeric passwords entered in CallPilot Manager are converted to numeric only passwords before they are validated For example the CallPilot Manager password ADIJM might not look trivial but it is a trivial password when it is converted to numeric equivalent password 23456 CallPilot Reference Guide 22 Chapter 3 Setting up your mailbox If the password is trivial CallPilot prompts you with a text prompt of Trivial password
46. any messages that you do not erase are saved Since message storage space is limited we recommend that you erase messages that you no longer need To retrieve an erased message Norstar Voice Mail After you erase a new or saved message the number of new or saved messages shown on the display is decreased by one Even though the display shows 0 new O saved you can still play and retrieve your erased messages Press PLA or to listen to your erased message then press to restore the message to your mailbox To retrieve an erased message CallPilot You can retrieve a deleted message A deleted message remains in your mailbox until you end the current CallPilot session Locate the deleted message Press 7 6 to restore the message After you play your erased message you can restore it If you end the current session without restoring the erased message it is permanently erased from CallPilot Screening your calls With Call Screening you can determine who is calling before you accept the call Call Screening applies only to external calls transferred from the Auto Attendant or from Custom Call Routing CCR See your System Administrator for information on CCR You can use Call Screening if e Caller ID CLID is not available e Caller ID is not a reliable indication of the caller identity e your telephone does not have display capabilities If Call Screening is enabled CallPilot asks the caller to record their name after the t
47. at represents the letter or number Press the button again to see the next letter or number To accept a character press or press a different button When you press another button the cursor advances and the display shows the first character on the new button To delete a character press the EKSF display button CallPilot Reference Guide 16 Chapter 2 Using CallPilot Numbers and letters on the dialpad 1 2 ABC2abc B DEF3def GHI4ghi 6 J KL5jkl 6 MNO6mno PQRS7pqrs B TUV8tuv 9 WXYZ9wxyz Quit 0 QZ Zeroqz Accepts displayed letter and comma The display can show up to 16 characters Whether the prompt remains on the display depends on the prompt The examples on this page show how the prompt can appear An example of a display with fewer than 16 characters where the command line prompt remains on the display is the Fwd command line prompt Psu OTHR RETRY Ok The prompt disappears for these command line prompts e Name e Log e Dest ph This display shows the Hame command line prompt Hare FETAY BESP OK When you begin to enter the last name the Harme command line prompt disappears For example if you enter the name Partridge you press the dialpad button for P and the display drops the Hame prompt F RETRY BESP aid Although the name is only nine characters long the command line prompt is not shown on the d
48. ate Timed Delivery Mailbox option Description Page Greetings Record and select Personal mailbox greetings 46 and Call Forward Forward calls directly to your mailbox 75 Off premise Notification Set up Off premise Notification parameters for messages left in your mailbox 88 Record Record and send a message 59 message Auto Attendant Go to the Auto Attendant Menu options Company Directory Record your name in the Company Directory 26 Listen to new messages Play any new messages in your mailbox 52 Change Password Change your mailbox password 25 Target Assign a Target Attendant to answer calls transferred from your mailbox ee Attendant Outbound Transfer Set up Outbound Transfer to transfer callers from your mailbox to an internal extension 83 or to an external telephone number CallPilot Reference Guide 38 Chapter 4 Feature codes and mailbox options CallPilot mailbox options Mailbox commands From your display telephone enter Ce 9 6 1J Follow the voice prompts or the button options on your display telephone to open your mailbox and listen to messages 6 0 l Mailbox Options B l Greetings Password Change Outbound Transfer Target Attendant Record Greetings i l l Primary Alternate l Personalized Playing messages From your display telephone enter Ce JQ 6 J Al l Follow the voice prompts or the button options on your displ
49. ate shown to a different CHHG HeaTBDAY OK date Press HATDA Y to change the date to the next day the day after the date that is shown Press OF or to accept the date shown which defaults to today or tomorrow and select the one that corresponds to the next occurrence of the specified time 9 Press 7 Q to send this message now or press 7 OJ to cancel all delivery options 10 Press to end the session Sending a message to more than one recipient Sending a message to a Group List A Group List is a list of mailbox owners If you have a group of people that you frequently send messages to you can send the message to a Group List When you send a message to a Group List each mailbox owner in the Group List receives the same message If you are a member of the group you are addressing you do not receive a copy of the message If you need a Group List ask your System Administrator to create one for you Tell the System Administrator e the mailbox owners names e alist of the mailbox numbers e the Group List name Your System Administrator can publish a list of the mailboxes in each Group List If you know the number of the Group List e and you use the Norstar Voice Mail interface you can enter the Group List number instead of a mailbox number at the Mbox prompt e and you use the CallPilot interface you can enter the Group List number instead of a mailbox number at the Ta prompt If you know the
50. ausing 53 rewinding 52 54 skipping forward 53 54 skipping toend 52 the envelope 52 55 playing the next 53 55 playing the previous 53 54 Private cannot copy 70 quitting 53 replaying 53 replying to 53 55 saving 53 NN40170 100 Index 125 silence timeout 59 N Name recording in Company Directory 21 removing from Company Directory 27 Never Full mailbox feature 51 Normal Message Delivery option 65 Norstar Voice Mail Mailbox commands 36 Mailbox options 36 Other mail options 37 Playing messages 36 Sending messages 37 O Off premise Message Notification 87 changing parameters 97 destination number character limit 94 96 103 destination pager number and message character limit 93 feature restrictions 88 not working 117 setting up to a pager number 93 to a telephone number 88 to an extension number 91 to wrong destination 87 Off premise Message Notification parameters destination telephone number 88 destination type 88 time range 88 types of message 88 Open Mailbox feature 15 Opening your mailbox Auto Login 24 from your extension 24 remotely 25 Operator 18 Optimizing Outbound Transfer 83 Outbound Transfer activating 85 canceling 85 destination telephone number character limit 81 setting up to a phone number 83 to an extension 84 P Park and Page 18 41 Password 115 locked out 116 changing 25 default 21 Pausing a message 53 Personal greetings example 27 Personalized g
51. aximum length of a Record A Call message and chooses if Record A Call is Announced or Silent If Announced all parties will hear the prompt This call is being recorded If Silent there is no prompt In some areas Record A Call is not available as it contravenes local laws Ask your System Administrator about the availability of Record A Call in your area CallPilot Reference Guide 110 Chapter 11 Recording a call To record a call 1 Recording 2 PAUSE QUIT 3 4 Professional Call Recording While you are on an active call press 2 6 Q If Record a call is set to Announced all parties on the call hear the prompt This call is being recorded and a recording tone Press QUIT to end recording or press PAUSE to suspend recording Press RESUME to continue recording or press QUIT to end recording When you stop recording all the parties on the call hear the prompt Recording stopped Nothing is heard if Record A Call is set to Silent The display will briefly show Message Left Press to end the call You can use the Professional Call Recording feature F995 to record an active call a three party conference call a multi party conference call a Meet Me Conferencing conference call a privacy conference call or a silently monitored call for hunt groups or Contact Centers The feature delivers the recorded call as a WAV file together with the call log data to an email address or it is s
52. ay telephone to open your mailbox A When there are messages l in your mailbox these Skip commands are available Back Play Current Message Skip Forward Use these commands to review send and respond to messages 7 0 MERE Options DE Reply oe Message Envelope Ho Forward Message All Choose Greeting Primary aa Reply From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox and listen to messages z 6J Goto Message Tools Off Premise Message Notification Company Directory Name Alternate From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox Next Message Call Sender Previous Message Stop aa Compose Message B 6 Delete Message an Send Message NN40170 100 Chapter 4 Feature codes and mailbox options 39 Sending messages From your display telephone From an outside tone dial telephone dial your enter Ce 9 6 1 J company s telephone number l Follow the voice prompts or the button options on When CallPilot answers press and follow your display telephone to open your mailbox the voice prompts to open your mailbox Compose a Message Enter Address mailbox number More about addresses then press
53. cceeeeseeeeeneeeeeeeeesaeeeseaeeeteaeeessaeeeeans 56 Te Wee Call SCION serores irir i eao ATOT ESASEN AEE ncaa 57 TOMON C a ree ere ere errr reer re eer 57 Sending MESSAQSS occ cise dedens rre tni ct iri rE enirir oris inia 59 To record and send a message using the Open Mailbox feature Norstar Voice Mail 60 To record and send a message using the Open Mailbox feature CallPilot 61 To record and send a message using the Leave Message feature IRONS GAN Voce V1 2 ct a caeusasei aside 2a ct paacauiea satan Ea e EE 62 To record and send a message using the Leave Message feature CallPilot 62 Te search the Company Directoly sicanisiccsspssatescs hanne aneii as 64 To assign message delivery options Norstar Voice Mail e eceeeeeeceeeeeeeeeeeeeees 66 To assign message delivery options CallPilot cccececseeeeeseeeeeeeeeeeeeeeeeeaeeeeeneeeees 68 To reply to an internal caller Norstar Voice Mail cccccecceesscceeesesseeeeeteeseeeeeeneees 71 Te reply 16 an intemal caller Call PW csi ccaciscschassscbcatssasagucertesscecsdladassinnbessssdecentadaccceeds 71 To reply to an external caller Norstar Voice Mail c ccceeesseceeeeeeseeeeeeeesseneeteeneaes 72 Te reply to an external caller Gall Pilot ccisassvacesassisesspsedssurstesseseanccssaucceteescdsescnsnaavnccereen 72 Te places THtW Dial Call ai caiieunaien hol auntie ea EN 73 To search the Company Directory while placing
54. ce you use e To reply to an internal caller Norstar Voice Mail on page 71 e To reply to an internal caller CallPilot on page 71 NN40170 100 Chapter 7 Sending messages 71 Replying to an internal caller If you use and you want to press Norstar Voice Mail reply to the caller s extension CALL to transfer to the internal caller s extension leave a message in the caller s mailbox MSG to record and send a reply to the internal caller s mailbox CallPilot reply to the caller s extension Call Sender P to transfer to the internal caller s extension leave a message in the caller s mailbox Rerls to record and send a reply to the internal caller s mailbox To reply to an internal caller Norstar Voice Mail 1 Press eJBJEJ Follow the voice prompts or the display button options to open your mailbox l new B saved PLAY REC ADMIN End of message REPLY ERASE HEST Fer ls to msg MSG CALL QUIT 2 Press PLAY or 3 After you listen to the message press REPLY or P 4 Press CALL or to call the caller or press HSG or to record and send a reply To reply to an internal caller CallPilot 1 Press JQ 8 1 Follow the voice prompts or the display button options on your telephone to open your mailbox 2 A mailbox summary is announced While you are in your message list you can play any messag
55. ch you deleted it For information about retrieving deleted messages see Retrieving erased messages on page 56 You can always use the Reply feature to reply to an internal caller The Reply feature can be disabled by your System Administrator for external and network messages You can reply to an outside caller by dialing them back if your company subscribes to Caller ID CLID service For further information about replying to an outside caller see Replying to an external caller on page 72 To play your messages CallPilot 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox A voice prompt announces the number of new and saved messages that you have l Ho messages COMP MEO EIT 2 You can play any message that you want to listen to Press to play the current message For other message commands see the table Playing your messages CallPilot 3 Press to end the session The table Playing your messages CallPilot shows the message options that are available to you during and after playing messages Playing your messages CallPilot Available during and after Option Button playing Description Skip Back E Rewinds the message five seconds and resumes playing it at that point Skip B Advances the message five seconds and continues playing from that Forward point Previous 7 Stops playing the current message and plays
56. d CallPilot Reference Guide 116 Chapter 14 Troubleshooting My mailbox is locked Your mailbox is locked if you attempt to access your mailbox and you hear the recording This mailbox has been locked to prevent unauthorized access Please contact your administrator for assistance Your mailbox is assigned a maximum number of incorrect password attempts CallPilot records the number of incorrect attempts from the last time your mailbox was successfully accessed If the number is exceeded you are locked out You cannot open your mailbox until the System Administrator resets the password CallPilot Timeout The Timeout feature allows five seconds for you to choose an option If CallPilot does not detect a selection it replays the option list If an option is still not selected CallPilot ends the session CallPilot has minimum voice level detection If CallPilot does not detect an audio signal it requests the caller to speak louder and provides the option to re record If no voice level is detected after the prompt CallPilot ends the session Messages are cut off If people need to leave long messages in your mailbox you can ask the System Administrator to give you more message recording storage space My mailbox is full You know that your mailbox is full if you attempt to listen to your messages and you hear the message Your mailbox is full You must erase some messages before you can listen to new messages Yo
57. d Page enabled for your mailbox For information about Park and Page see Mailbox Park and Page on page 18 CallPilot Reference Guide 42 Chapter5 Greetings Alternate mailbox greeting The Alternate mailbox greeting is usually used for special circumstances For example Hi This is Pat Smith I am out of the office until Thursday the 17th of December Although I am out of the office Ido check my mailbox daily Please leave me a message at the tone and I will return your call as soon as possible Thank you After you record your greetings you must choose which greeting you want CallPilot to play You can change the selection at any time Personalized mailbox greeting Personalized mailbox greetings are available only if your company subscribes to Caller ID CLID service from your local telephone company For more information about CLID ask your System Administrator A Personalized mailbox greeting plays to callers based on the caller s telephone number CallPilot recognizes the assigned incoming telephone number and plays the Personalized mailbox greeting For example Hi Susan I may have missed your call but I don t want to miss meeting you for lunch See you at noon Note A Personalized greeting takes precedence over an Alternate greeting if the Alternate greeting is accepting messages This means that if you have a Personalized greeting and you record an Alternate greeting such as a vacation
58. destination number and press OF or The destination phone number cannot be longer than 30 digits Press OE or to accept the destination number or press RETR or to re enter the destination number CallPilot Reference Guide 100 Chapter 10 Off premise Message Notification Hot ifai CHHG HET More dest VES HO Startstart timer CHHG HEXT Stor stor timer CHHG HEXT Med Lurene CHHG OF Meg notify AC HIH SELECT 10 11 12 13 Press HEST or to continue or press EHHG or to change the destination and repeat steps 6 through 8 NOTE If you changed the destination to pager go to step 13 Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Press CHHG or fi or press HEST or to accept the start time to change the start time Press CHHG or 1 _ to change the stop time or press HEST or to accept the stop time If you want to change message notification press CHNG or fi if you want to be notified only when you receive an urgent message Press OK or J Press 4 to end the session NN40170 100 Chapter 10 Off premise Message Notification 101 To change the destination from pager to phone or extension Med notify ADMIN SELECT Modifutrager CHHG HET Destination PHOWE EXT PAGER CxME
59. display telephone 17 NN40170 100
60. e CallPilot Reference Guide 72 Chapter 7 Sending messages Press 2 to play the current message Press 9 to call the caller or press 7 1_ to record and send a reply Replying to an external caller You can reply to a message from an external caller if your company subscribes to CLID Before using the Reply option you must play the message To use the Reply feature it must be set up for your telephone If you cannot use the Reply feature contact your System Administrator Use the procedure that applies to the interface you use e To reply to an external caller Norstar Voice Mail on page 72 e To reply to an external caller CallPilot on page 72 To reply to an external caller Norstar Voice Mail 1 l new B sawed 2 FLA REC ACMIM l End of message 3 REPLY ERASE HEST Press PBJ Follow the voice prompts or the display button options to open your mailbox Press PLA or 22 After you listen to the message press REPLY or P CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox A mailbox summary is announced While you are in the message list you can play any message Press 2 to play the current message Press P to call the caller CallPilot dials the external number directly NN4
61. e 32 Chapter 3 Setting up your mailbox NN40170 100 33 Chapter 4 Feature codes and mailbox options Feature codes Feature code name Dialpad buttons Description Leave Message Ce Je 6 O Leaves a message in a mailbox No password is required Open Mailbox CejJejejt Opens your mailbox to play your messages and to access mailbox options Call Forward Forwards incoming calls to your mailbox CallPilot extension zagaa Displays the CallPilot extension number on your phone Transfer S Gea Eae Transfers calls to a mailbox on the CallPilot system Interrupt y J k O Intercepts a caller who is listening to your mailbox greeting or leaving a message Name Dialing y S i Lets you dial calls by searching the Company Directory Record A Call Ed E S Records a call and stores it in your mailbox This feature also stores the message in a network location if one is specified in the Class of Service to which the subscriber mailbox belongs Professional Call Recording eje e 6 Records an active call a three party conference call a multi party conference call a Meet Me Conferencing conference call a privacy conference call or a silently monitored call for hunt groups or Contact Centers The feature delivers the recorded call as a WAV file together with the call log data to an emai
62. e Continue to enter addresses and then press Press 0 to cancel an address Record DEE You can press 1 J to dial by name When you are finished entering addresses press again to end the list End Recording seo a ore o l Play Message Re record Message Options Delete Send l l T Urgent Private Acknowledge Timed Delivery Other CallPilot mailbox options Mailbox option Description Page Greetings Record and select personal mailbox greetings 46 Password Change Change your mailbox password 25 Off premise Notification Set up Off premise Notification parameters for messages left in your mailbox 88 Goto Message Enter a specific message number and go to that message e Press FIRST or 1 to go to the first message in your mailbox e Press LAST or 2 to go to the last message in your mailbox Personal Verification Record your name in the Company Directory 26 Target Assign a Target Attendant to answer calls transferred from your mailbox 2l Attendant Outbound Set up Outbound Transfer to transfer callers from your mailbox to an internal extension or 81 Transfer an external telephone number CallPilot Reference Guide 40 Chapter 4 Feature codes and mailbox options NN40170 100 41 Chapter 5 Greetings This chapter describes mailbox greetings and how to record them This chapter includes e Types of mailbox greetings e Recording a P
63. e Unified Messaging keycode and Unified Messaging feature are enabled You configure Message Forwarding to forward an e mail message when new or urgent voice messages arrive in your mailbox You can forward messages to any e mail device including desktop e mail clients personal digital assistants PDA and wireless devices that support e mail e check box to enable Messaging Forwarding e email address text box e message type radio buttons new or urgent e original message list select how you want your original message managed e check box for attachment WAV voice or fax e current signature fields email signature Personal Attendant DN e extension with associated text box or System Attendant radio button NN40170 100 Chapter 3 Setting up your mailbox 31 Greetings and Spoken Name Primary Alternate and Personalized Greetings import export play and record e Voice buttons for Spoken Name Standard Greetings and Personalized Greetings to allow the user to record greetings e Primary or Alternate greeting radio button e check boxes to not accept messages and to remove personalized greetings for each personalized greeting we also have a telephone number for which the personalized greeting will be played Fax settings This interface displays if the fax messaging keycode has been applied and mailbox has sufficient outcalling capabilities This form is available when the fax messaging keycode has been applied If the m
64. e prompt says Calls will ring at your set 7 Press to turn Call Display on or off e If Call Display is on the voice prompt says Caller information will be displayed at your set e If Call Display is off the voice prompt says Caller information will not be displayed 8 Replace the handset to end the session Call Forward with Caller ID The Call Forward with Caller ID CLID feature is available only if your company subscribes to a CLID service If you are not sure whether your company subscribes to a CLID service ask your System Administrator CLID does not appear if the caller has a private or unknown telephone number You can set up Call Forward with CLID to screen calls forwarded to your mailbox If the feature is enabled you hear an Alert tone and the CLID information appears on the telephone display To talk to a caller who is forwarded to your mailbox press e to interrupt the call NN40170 100 Chapter 8 Call Forwarding your calls 77 To turn Call Forward with CLID on or off 1 2 Greeting options 3 FEC CHOOSE CFWD Forward calls 4 YES HO Displas calleri Y 5 CHHG QUIT 6 Press eJBJEJ Follow the voice prompts or the display button options on your telephone to open your mailbox Press ADMIH or B Press GREET or 2 Press CFWE or B Press YES or to have your calls go to CallPilot without ringing at your phone or press HO or to have calls ring at you
65. e tone occurs at all phones For information on enabling Call Display see Call Forward with Caller ID on page 76 NN40170 100 Chapter 2 Using CallPilot 15 You can intercept the caller by using the Interrupt feature LJB 7 from any phone as long as the caller is still leaving a message For more information on Interrupt see Interrupting a caller on page 57 Using CallPilot with an analog terminal adapter or an analog station module One or more analog single line sets can be connected to telephone system using an Analog Terminal Adapter ATA or an Analog Station Module ASM This type of set works with Dual Tone MultiFrequency DTMF tones to allow access to CallPilot options through the dialpad only Rotary dials cannot be used internally with CallPilot To access CallPilot features such as Leave Message or Open Mailbox call the CallPilot extension and follow the voice prompts The CallPilot Extension is the extension that the system assigns to Voicemail You can determine the CallPilot extension by entering 2 8 6 on any display telephone You can also press e Link LJe f to open your mailbox or e Link 9 8 0 to leave a message and follow the voice prompts Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet To enter a character press the dialpad button th
66. ears on the third display button the Timed delivery option is not available If you are using a one line display phone press B for Private delivery or press for Timed delivery Press PRIM or 8 to send a message with a Private delivery option and go to step 9 or press TIME or 4 to set up a delivery time for the message Enter the time that you want to send a message using the Timed delivery option This is a four digit field Any single digit hour or minute must be preceded by a zero For example enter 0800 for eight o clock Press AM or or PH or 2 Press OE or to accept the time you entered or press RETRY or to change the time Press CHHG or to change the date shown to a different date Press HATDAY to change the date to the next day the day after the date that is shown Press OE or to accept the date shown which defaults to today or tomorrow and select the one that corresponds to the next occurrence of the specified time NN40170 100 Chapter 7 Sending messages 67 Haane Pat l 9 Press SEHD or to send the message now OPTS CE SEHD or press to cancel all delivery options Anew 8 sawed 10 Press to end the session PLAY FEC A HIH For more information about the message delivery see Message delivery options on page 65 CallPilot Reference Guide 68 Chapter 7 Sending messages To assign message delivery options CallPilot
67. ecording your message o o Press OF or to end your recording or press RETR to erase and re record your message Press OF or to accept your message or press PLAY or to listen to your message or press RETR or to erase and re record your message Enter the mailbox number or the Group List number or press DIR or to search the Company Directory Press SEHD or to send the message now with the Normal delivery option or press CC or to send this message to more than one mailbox owner with one set of delivery options applied to all recipients The display shows the name of the mailbox owner or Group in this example mailbox owner Pat Smith If you want to assign delivery options see To assign message delivery options Norstar Voice Mail on page 66 or press C to end the session NN40170 100 Chapter 7 Sending messages 61 To record and send a message using the Open Mailbox feature CallPilot To HAME SPEC DONE Tol AAA RETRY Ook To HAME SPEC DOHEJ EMPTY i REC Recordings REREC DE Rec storred PLAY DEL SEHD Press PBJ Follow the voice prompts or display options to open your mailbox Press COMP or to enter the Compose Message option Enter the mailbox number or Group List address and press or press HAME or to search the Company Directory and go to step 5 The default to search the Company Directory is The System Administrator
68. ect a pager number destination PHOME ET PAGER Pager 5 Enter the destination pager number and press OK or J RETR OK te 6 Press OK or to accept the destination pager number BLD 0E represented by lt x gt or press ALD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters See Adding special characters to a destination number on page 81 After you add special characters press OK or f 7 Press HEXT or to accept the default pager message represented by lt xxxx gt The default pager message that CallPilot sends is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press EHHG or 1 to change the pager message The combined limit is 30 characters for the pager phone number and the pager message Shows CHHG HET More dest 8 Press ES or fi if you want to set up another destination veS na number or press HO or if you do not want to set up another destination number Mea tapel new 9 Press OK or f to be notified when you receive a new CHNG ok mestre or press CHHG or _ to change the message type to be notified only when you receive an urgent message l Msg notify 10 Press to end the session ACMI SELECT NN40170 100 Chapter 10 Off premise Message Notification 95 To
69. eeeeesssteeeeeesenes 93 To set up Off premise Message Notification to more than one destination 95 To change the time range or type of Message parameters eee eeeeeeeeeeeeeeetteeeeeeetaes 97 To change the destination from phone to another destination ecceeeeeeteeeeeeeeee 99 To change the destination from pager to phone or extension secese 101 To change the destination from phone or extension tO pager ccceeeseeeeeeeeeeeeeees 102 Te delete adestinaio NUIMNBE iii idee 104 Weel he Sty ree MUNDET borrie ia 106 To turn Off premise Message Notification On OF Off c cceeeeeeeeeeeeeeeeeeeeeeeenaeeeeeaeeees 107 Recording A Call doc cheeses acer cineckeadew onise teiaa 109 ecoa rs amp eemeernrmerineese te reer yrre nears mre tenn metnmeene tr Greedy eeierenry terry ay ee een runs erent 110 Broadcast and Information messages 0eeee eee e eens 111 To record an Information mailbox greeting ccecsscccsossseecenereivecewesarvececeevessuousesveeeneeteens 112 CallPilot tips cc ccc cecteevtcaissrnacvscastacdeebicatteerecv sa 113 TEGUBICSNOOUNG 6 65 ch cides dorais sneer stewevgewes iorn nae 115 GOSSA s opie s cei piddassi issor pees aa DEL EVE nEn EER 119 NN40170 100 Contents Chapter 1 Getting Stared cic cccciccesievesiersdeves tescewen sess eeeresaneds 9 ARGCUIAHE OUO 15 356 i 485565 ohh bake Se5 hid SSG 4 Soho se SEARS Hee TORE PRE 9 o ie PETERE LLNS TAr YEE ETTITA TTT 9
70. er If you are assigning a pager destination number from behind a PBX remember to insert a 9 depending on your system before the to access an outside line There is a combined limit of 30 characters for the pager phone number and the pager message For example to reach your pager enter HI4J2J GJ SJE HJejJ8j 4 HB where e e recognizes dial tone SESA inserts a timed pause specifies the next digits are special characters specifies that the next digits are the numbers to be dialed 6 BJ 4 is the pager phone number dialed Depending on the company supplying your paging service the programming sequence can vary For more information about setting the destination phone number parameters for your pager contact your pager company To set up Off premise Message Notification to a pager 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Med notify 3 ACMIM SELECT Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press ABMIH or to set up Off premise Message Notification CallPilot Reference Guide 94 Chapter 10 Off premise Message Notification Destination 4 Press PAGER or to sel
71. ery mailbox 51 purpose 20 Greetings 22 Alternate 42 113 example 42 purpose 42 personal 22 Personalized 42 assigning 46 available with Caller ID 42 deleting 49 recording 46 Primary 41 113 example 41 purpose 41 recording Alternate 43 Primary 43 recording technique 42 Group List name 69 Guest mailboxes 19 no operating extension for 19 H Hold tone 56 Home menu 80 Information mailbox greeting recording 111 Information message CCR 80 Initializing your mailbox 21 Internal messages replying to 71 Interrupting a caller 57 Interrupting calls 76 Interrupting voice prompts 13 17 L Language Alternate 18 Leave Message feature 15 Listening to your messages see Playing your mailbox messages Mail options CallPilot 39 Norstar Voice Mail 37 Mailbox full 51 initializing 21 setting up 41 Mailbox greetings see Greetings Mailbox Manager 29 interfaces 29 Mailbox options CallPilot 38 Norstar Voice Mail 36 Mailbox password changing 25 Mailboxes General Delivery purpose 20 Guest 19 Information 19 Special 20 Subscriber 19 Making selections using the dialpad with a one line display telephone 13 Menu Home CCR 80 Message Delivery options Certified Acknowledge 65 Normal 65 Private 65 Timed 65 Urgent 65 Messages copying 52 cut off 116 deleted retrieving 54 deleting 52 55 erasing 52 55 forwarding 55 listening to see Messages playing minimum recording length 59 playing 52 p
72. es command names and options and text that you need to enter text Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier Indicates command syntax and system output for example prompts text and system messages Example Set Trap Monitor Filters FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins CallPilot Reference Guide 12 Chapter 1 Getting started e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues e sign up for automatic notification of new software and documentation for Nortel equipment e open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Support Web site and have a Nortel support contract you can also get help ove
73. esents the extension Press CHHG or to turn Outbound Transfer on Press QUIT or Press 4 to end the session NN40170 100 Chapter 9 Transferring calls 85 Turning Outbound Transfer on or off You can turn Outbound Transfer on or off at any time after you set it up Turning Outbound Transfer off does not affect any of its assigned parameters To turn Outbound Transfer on or off Outbound fr ACMIH SELECT Transferi off CHHG GUTT Transferi on CHHG QUIT 1 Press JQ 6J J Follow the voice prompts or the display button options on your telephone to open your mailbox If you use the CallPilot interface Press 8 0 to open the Mailbox Options Press Q Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press to open the Outbound Transfer menu Go to step 3 Press SELECT or to access Outbound Transfer Press CHHG or to turn Outbound Transfer on Press CHHMG again to turn Outbound Transfer off Press QUIT or Press 4 to end the session CallPilot Reference Guide 86 Chapter 9 Transferring calls Optimizing Outbound Transfer When CallPilot transfers a call to an external telephone number using Outbound Transfer two lines are used An incoming line connects a caller to a mailbox and an outgoing line transfers a caller to an Outbound Transfer telephone number Both lines remain in use while the caller connects to the
74. ess PLAY or to listen to the greeting or press RETR or to rerecord the greeting 9 Press to end the session Choosing a Primary or Alternate mailbox greeting If you record a Primary and an Alternate mailbox greeting you must choose which greeting plays If you do not choose a greeting the Primary mailbox greeting plays automatically If you choose the Alternate mailbox greeting you must set whether the mailbox accepts messages If you choose Yes your mailbox receives messages in the usual way NN40170 100 Chapter 5 Greetings 45 If you choose No e Messages cannot be left in the mailbox e The Alternate mailbox greeting takes precedence over all other greetings e Ifacaller presses a button to fast forward the message they hear a voice prompt that says this is a special greeting e Ifa caller presses a button to send a fax the fax goes to the General Delivery Mailbox not your personal mailbox If you choose the Alternate mailbox greeting remember to change back to the Primary mailbox greeting at the appropriate time CallPilot Reference Guide 46 Chapter 5 Greetings To choose a Primary or Alternate mailbox greeting 1 Press PBJ Follow the voice prompts or the display button options on your telephone to open your mailbox If you use the CallPilot interface Press to open the Greetings Options menu Go to step 3 If you use the Norstar Voice Mail interface Greeting opti
75. ets 72 Piscing a call with WURDE oescs toe shes es Coe ke ee eds 73 When to use Thru Dial ss 2ccct eee e rd ee haere od et eeheee eee kr ik ESES 73 NN40170 100 Contents 7 Chapter 8 Call Forwarding your calls 22 2cc0sciecessicercteccstucdscines 75 Call Forwarding your calls to your mailbox 0 0 0 cc ees 75 Setting up Call Forward remotely 0 0 0 c ccc eee eens 75 Call Foward wih Caller ID so66440 63409404 ood be SORE e eR anda ee Os 76 Chapter 9 TRANGIAING CONG ccc de cece Hossein ceknteees Oy eee E Sinesase 79 Transferring calls to a CallPilot mailbox 0 0 0 eee 79 Transferring a mailbox owner s call to their mailbox 0000 0 ee eee 80 Transferring a call to Custom Call Routing CCR 0 0 cece eee 80 About Oulbound Transierf a ci esat ax kidebiccasianetee de baddei w tee arra 81 Adding special characters to a destination number 2055 81 Setting up Outbound Transier asic cd ane cess eke e Kee RRR Oe RRR RRR 83 Turning Outbound Transfer on or Off cic de iereeewe ee ee eaeee ee enon 85 Optimizing Outbound Transief gunn cde keg Se eee Sa ee eee ee bee eke 86 Programming Outbound Transfer when CallPilot is behind a PBX 86 Chapter 10 Off premise Message Notification 00 cece eee eee eee 87 About Off premise Message Notification 0 0c eee ee 87 Off premise Message Notification parameters 0 cece eee eee 88 S
76. etting up Off premise Message Notification 00 0 cece eens 88 Setting up Off premise Message Notification to a pager number 93 Changing Off premise Message Notification 00 c ect eees 97 Deleting a destination number ac ieee ks ek EE Ake ee ienna oka dees 104 Adding a destinaton NUMDO cseccccee teed triate bead senda heen ETES 105 Turning Off premise Message Notification on or Off 0 000 saaan 106 Chapter 11 Recording a call 56 25 s ck ceiccd wet ve aweeee we eens desweeaeeGe 109 AROUL heen A Call cp cneenan endeeadadehene saad baa aeons eos ao 109 Professional Call Recording 2 4 s2iuseh55 bees eehe caked eheedeice des 110 Chapter 12 Broadcast and Information messageS 0eee eee eee 111 About Broadcast Messages vas ccee ieee eic seesaw eee eee be istr sews new ee 111 information mailbox greetings cnii6 lease sbas deus cede chisuwe he yeas ebRs 111 Recording an Information mailbox greeting 0 cece eee eee 112 CallPilot Reference Guide 8 Contents Chapter 13 eee GS 5 ce Sus cece ccbnder Seder seneercbecdsessesstaeesuss 113 Chapter 14 Troubleshooting oi ie do ce cabo dee ster cesieeee eds Wendcwses 115 GOSSA ecri cdc detect eeee cet de cuienidas bade rewecen need awena 119 i ee ee ee eer ere ee rr ee re reer TS re rr eer 123 NN40170 100 Chapter 1 Getting started About this guide The CallPilot Reference Guide provides information on how to use Call
77. g by announcing your vacation or travel plans This gets the attention of the caller For example Vacation alert Hi this is Marshall I will be on vacation starting on the Sth and I will be returning to work on the 12th If you care to do so please leave a message and I will return your call when I return from vacation For immediate assistance please press zero Record your greetings and messages clearly For a better quality recording speak directly into the handset Do not use the Handsfree feature Remember to speak clearly in a pleasant voice at a pace that is easy to understand Do not speak too softly or loudly or make the greeting or message too lengthy After you record a greeting or message play it back Make sure that your greeting or message sounds the way you want it to before you accept it CallPilot Reference Guide 114 Chapter 13 CallPilot tips Do not forget to use the Copy and Reply features You can use CallPilot to send copies of messages to other mailboxes and reply to messages with a message of your own When you send copies of messages to other people ensure that your introduction explains e why you are forwarding a copy of the message e whether the copy is for information only e whether the message is meant for the person you are forwarding it to e who is responsible for the action on the message Use Group Lists for multiple copies of messages If you find that you regularly send the same message to
78. he number press If you use the Norstar Voice Mail interface Press 0 followed immediately by to search the Company Directory 3 Enter the last name then the first until your call is placed For instructions on entering the name see Searching the Company Directory on page 63 To use Thru Dial to reach your Target Attendant Your Target Attendant is the number of the person your callers reach when they press zero 1 Open your mailbox e If you are calling remotely press during your greeting to open your mailbox If you are in Europe or Australia press 8 8 Follow the voice prompts to enter your mailbox number and password e Ifyou are calling from your Nortel phone press 9 6 i Follow the voice prompts or the display buttons to open your mailbox 2 Press 0 then wait for the call to be answered by your Target Attendant For information on setting up a Target Attendant see Assigning a Target Attendant on page 27 NN40170 100 75 Chapter 8 Call Forwarding your calls You can call forward your calls if you want your calls to go to CallPilot immediately without ringing at your extension For example you can set up Call Forwarding if you are not going to be in the office and you do not want your ringing phone to disturb your colleagues or if you do not want to take calls while you are working While Call Forward is on callers can leave a message for you witho
79. he type of audio signals that are generated when you press the buttons on a touch tone telephone Envelope information A date and time stamp that appears on messages left in a mailbox If the message is left by another mailbox owner envelope information includes the names of the sender and other recipients Extension A two digit to seven digit number used to reach a designated telephone An internal telephone is also referred to as an extension Feature code A unique three digit code used to access CallPilot features and options General Delivery Mailbox One of the two Special mailboxes used to store messages for people who do not have a Subscriber mailbox Greetings There are three types of CallPilot greetings Company greetings Personal mailbox greetings and Information greetings Company greetings are played by the Auto Attendant to incoming callers Personal mailbox greetings are played to callers who want to leave a message in a selected mailbox Information mailbox greetings are played to describe goods or services available to callers Group Lists A collection of mailbox numbers assigned to a special group name and number by the System Administrator If a message is sent to a Group List each mailbox in the list receives the same message Guest mailbox A mailbox assigned to a user who does not have an extension Information mailbox A mailbox that provides a caller with a message describing goods or services available
80. ings If you program your mailbox not to receive messages and choose an Alternate mailbox greeting the Alternate mailbox greeting takes precedence over any other greeting including Personalized mailbox greetings Note Recorded greetings count towards the storage capacity of a mailbox Avoid recording long greetings if possible If recorded greetings are long there will be less storage time in the mailbox for messages To record a Personalized mailbox greeting 1 Press PBe Follow the voice prompts or the display button options on your telephone to open your mailbox 2 Ifyou use the CallPilot interface e Press to open the Greetings Options menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ALMIH or e Press GREET or e Go to step 3 Greeting options 3 Press REC or 1 J FEC CHOOSE CFD Greeting 4 Press PERS or to record a Personalized mailbox PRIME ALT PERS greeting Greeting 5 Enter a Personalized greeting number of 1 2 or 3 RETRY OK Phitnone gt 6 Press CHHG or 1 CHNG OK Ph 7 Enter the phone number maximum 10 digits that you are RE EY of assigning the Personalized mailbox greeting to Press OK or to accept the phone number You must always include the area code with the telephone number Record Greeting 8 At the tone record the greeting and press OK or f to end RETR Ok the recording CallPilot Reference Guide
81. isplay after you enter the entire name Partridge RETRY EKSF Ok CallPilot voice prompts Voice prompts announce which dialpad button to press to use CallPilot options Voice prompts provide the same options as display buttons Prompts also provide options that do not appear on the display If you use a two line display phone you can use either the display button or the dialpad button to access the option NN40170 100 Chapter 2 Using CallPilot 17 On a one line display phone the voice prompt plays immediately If you do not choose an option after five seconds the voice prompt replays the options If you still do not choose an option CallPilot ends the session On a two line display phone the voice prompt plays after a few seconds delay If you do not choose an option CallPilot ends the session Interrupting a voice prompt You can interrupt a voice prompt by selecting any option on the display or dialpad CallPilot Reference Guide 18 Chapter 2 Using CallPilot Auto Attendant The Auto Attendant acts as a receptionist for incoming calls When it is enabled the Auto Attendant answers your company s incoming phone lines depending on the time of day If callers know which option they want they can interrupt the Auto Attendant by entering their selection on the dialpad of any tone dial phone The Auto Attendant provides callers with the voice prompts associated with e entering a mailbox number e entering
82. istened to by the return of the read receipt Messages sent with the Timed delivery option are delivered at the time that you specify If you use the Timed delivery option you first enter the time including a m or p m You are then prompted to accept or change the date which defaults to today or tomorrow and you can accept the date that corresponds to the next occurrence of the specified time Dates are shown by month and day and the year is inferred If the month and day are earlier than the current date the next year is assumed When the specified time and date occurs the message is sent You cannot cancel the message prior to delivery CallPilot Reference Guide 66 Chapter 7 Sending messages To assign message delivery options Norstar Voice Mail wane Pat OPTS cc SEHD Delivers options CERT URGENT OTHR Delivery options PRI TIME Time hhmm RETRY hih irm RETRY AM PH hhmm amen RETRY DE Tu mm dd CHHG HsTDAY Ok 1 Record your message using To record and send a message using the Open Mailbox feature Norstar Voice Mail on page 60 or To record and send a message using the Leave Message feature Norstar Voice Mail on page 62 Press OFT for delivery options Press CERT for Certified delivery and go to step 9 or press URGEMT for Urgent delivery and go to step 9 or press OTHR for Timed or Private delivery and go to step 4 If PRIU app
83. ivery option or press PLAY or to listen to your message or press RETR or to erase and re record your message or press to change the delivery options To record and send a message using the Leave Message feature CallPilot 1 Press 9 8 oO To i 2 Enter the mailbox address or Group List address WAPE DONE Press HAME or to use the Company Directory To AR 3 Press OK or to accept the address RETRY es Press RETR to enter a new mailbox address SKMM 4 Record your message at the tone Recording 5 Press OK or to end your recording REREC OK t press KEREC to erase and re record your message NN40170 100 Chapter 7 Sending messages 63 Rec storred 6 Press PLAY or to listen to your message PLA DEL SEHD or press SEHD or 7 Q to send the message now with the Normal delivery option or press DEL or 7 6 to erase and re record your message Searching the Company Directory If you know the name but not the mailbox number of someone you want to send a message to you can search the Company Directory You can find any initialized mailbox by searching the Company Directory By default you can press to search the Company Directory but the System Administrator can change the dialpad buttons If the Company Directory is not enabled e the LIF display option does not appear on the display e you do not hear a the voice prompt that announces the dialpad buttons to press fo
84. l address or it is streamed to a server Professional Call Recording works through the provisioning of recording rules which the system administrator configures MeetMe Conferencing ejJe 8 O Establishes a teleconference by each calling into a specified telephone number and extension at an agreed upon time Find Me Follow Me ejJ 6 0 Allows simultaneous ringing on up to five different external destination numbers when a call is offered to your desk phone This feature also allows you to transfer answered calls between your desk phone and the FindMe FollowMe destination device you selected to transfer the call You can continue a Find Me Follow Me call on any of the configured Find Me Follow Me external destination numbers by pressing the Find Me Follow Me feature code on the desk set primary or alternate extensions based on where you answer the call CallPilot Reference Guide 34 Chapter 4 Feature codes and mailbox options Ask your System Administrator about additional feature codes that may be available For information on programing a feature code onto a memory button of a display phone see Programming a memory button with a feature code on page 35 NN40170 100 Chapter 4 Feature codes and mailbox options 35 Programming a memory button with a feature code Each CallPilot feature code can be programmed to a single memory button Program Features Press a bu
85. ler is listening to your mailbox greeting or leaving a message the indicator or A flashes on your telephone 2 Press the Interrupt button or press 8 7 to speak with the caller indicator Note The indicator flashes quickly if the caller is listening to your greeting The indicator flashes slowly if the caller is leaving a message The flashing indicator is only present if one of the buttons next to the LCD display is programmed as the Ce 987 key CallPilot Reference Guide 58 Chapter 6 Accessing your messages NN40170 100 59 Chapter 7 Sending messages This chapter describes how to send messages and explains Recording and sending messages Searching the Company Directory Assigning message delivery options Sending a message to more than one recipient Replying to messages Placing a call with Thru Dial Recording and sending messages The messages you record must be longer than three seconds The system times out after five seconds of silence You can record and send messages using the Open Mailbox feature RJB the Leave Message feature e 9 8 0 When you use the Open Mailbox feature you open your personal mailbox and enter your password Then you record your message and enter the mailbox number of the message recipient When you use the Leave Message feature you enter the extension of the message
86. mailbox using AWO LOM sis ciccsresscescesiestteccerisccimemi rene nests eememsrcedesetien 24 To open your mailbox rem t ly ic scsssssisscwandsisacehcsscseeduancnedsanacssanasuennsdesavonnaicscndedesdeasaensaon 25 To change y ni PASS WIG rriaire EE EE R 26 To record your name in the Company DireCtory cccccceseeceeeeeeeeeeeeeeeeeeeeeeaeeeseaeeeeee 27 To assigna personal Target Atendan sis5c dieceisscd reese cecansussiccesanevesiaasevenssedediuenesctateenten 28 Feature codes and mailbox optionS 00 cece eee eee eee 33 GY GCHNOS cc icsicssctcdeeniesipernacesdessecdeehe cd dedenecnscs 41 To record a Primary or Alternate mailbox greeting c cceeeesscceeeeeeseeeeteseeeeeeeetses 44 To choose a Primary or Alternate mailbox greeting cccesseceeeeeeeeeeeeeeseeneeteeneaes 46 To record a Personalized mailbox greeting ccccscccceeeessecceeeesseneeeesesseeeeeeeseeeaeentenses 47 To delete a Personalized mailbox greeting ssccceecesseeceeeeeseeneeeeeseeneeeeeeneeneeteeneaes 49 Accessing your messages 1 ee 51 To play your messages Norstar Voice Mail ccce eeeeeceeeeeeeeeeeeeeeenneeeeeeeeeeeeeeeees 52 To play your messages CallP NOE sss ssansshsninansaasssnadisnas sounatennspeaiadesionaetiassriadidneouncrnnr 54 To retrieve an erased message Norstar Voice Mail ccccesscceeeeeeeeneeeeeeeseneeeeetes 56 To retrieve an erased message Call Pilot ccce
87. name of the Group List e and you use the Norstar Voice Mail interface enter the name of the Group List in the Company Directory at the DIF prompt e and you use the CallPilot interface enter the name of the Group List in the Company Directory at the HAME prompt CallPilot Reference Guide 70 Chapter 7 Sending messages Forwarding a copy of a message to one or more recipients You can forward a copy of a message during or after playing the message When you forward a copy of a message to a mailbox you can record an introduction to the message If you use the Norstar Voice Mail interface your introduction must be at least three seconds long After you record an introduction to the message and enter the mailbox number your introduction and a copy of the message are automatically sent to the mailbox you selected You can then send an additional copy of the introduction and the message to another mailbox or quit and return to the Listen to Messages menu You can forward copies to as many mailboxes as you like Note You cannot forward Private messages For more information on forwarding your messages see Norstar Voice Mail mailbox options on page 36 and CallPilot mailbox options on page 38 Replying to messages You can reply to internal and external callers You can reply to a message from an external caller if your company subscribes to CLID Use the procedure for replying to messages that applies to the interfa
88. nistrator to check whether you are allowed to have Off premise Message Notification Ensure that the destination phone number and time parameters are correct Ensure that the destination numbers that you enter are not restricted For example if you cannot call long distance numbers from your phone you cannot set up Off premise Message Notification to a long distance number Check to see if Off premise Message Notification is turned on Refer to Turning Off premise Message Notification on or off on page 106 for more information cannot use the Reply feature If you cannot use the Reply feature to reply to an external or network message contact your System Administrator The Reply feature is always available for internal calls CallPilot Reference Guide 118 Chapter 14 Troubleshooting NN40170 100 119 Glossary Administration The tasks involved in maintaining CallPilot mailboxes greetings and set up configuration Alternate greeting A greeting recorded for a Personal mailbox and played on occasions such as absence illness or vacation Attendant sign On Off The task performed by a company receptionist or Operator that indicates to CallPilot when an Operator is available to answer calls ATA 2 A Nortel product that lets you connect an analog device such as a single line telephone or a fax machine to your telephone system Auto Attendant The CallPilot answering service that answers incoming call
89. not choose a greeting the Primary mailbox greeting automatically plays For information on how to choose a greeting see Choosing a Primary or Alternate mailbox greeting on page 44 Note Recorded greetings count towards the storage capacity of a mailbox Avoid recording long greetings if possible If recorded greetings are long there will be less storage time in the mailbox for messages CallPilot Reference Guide 44 Chapter 5 Greetings To record a Primary or Alternate mailbox greeting Greeting oFtions REC CHOOSE CFD Greeting PRIME ALT PERS Hot recorded Record now YES Ho AUTT Record Greeting RETRY Ok Accert greeting RETRY PLAY OF 1 2 Press JQ 6 J Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Greetings Options menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press GREET or Go to step 3 Press REC or fi Press PRIME or to record the Primary greeting or press ALT or to record the Alternate greeting If you are changing a greeting the current greeting starts to play 5 If this is the first time you are recording a greeting this display appears briefly 6 Press YES or and record your greeting at the tone 7 Press OE or to end the recording 8 Press OK or to accept the recording or pr
90. o wait for the voice prompt to end before you can select an option You can interrupt the voice prompt and make your selection immediately Two line display phones Two line display phones show CallPilot commands and options A two line display can show up to three display button options at once In cases where there are more options wait for the voice prompt to state the other available options If you know the corresponding dialpad number for the option you want you can press it any time during the voice prompt An example of a two line display Display command line Pswd Display button options OTHR RETRY Ok Display buttons CallPilot Reference Guide 14 Chapter 2 Using CallPilot About telephone buttons This table shows the Nortel Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use M7100 M7208 M7310 M7100N M7208N Button name T7100 T7208 T7316 M7324 M7310N M7324N Feature Feature LFx_ Handsfree Bottom right hand Handsfree button Mute Hold Fold e2 Volume Control GI e i Release Ls Ris J ee You can enter J Feature or Fy and the code to use a feature For example press R 8 f_ to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select
91. on your set display If you have a single display set you hear a voice prompt You have entered an invalid password Please enter your new password and then press the number sign You must enter a new password To initialize your mailbox hinaa Psd RETR ok Again RETRY OK Record name RETR OK l Accert name RETRY PLAY Ok 1 Press 9 BJ Log on by following the voice prompts or the display button options This display appears briefly to indicate that you must change your password Enter a new password from four to eight digits long that does not start with zero Press GE or J Reenter your new mailbox password and press GK or At the tone record your name in the Company Directory Include your mailbox number in the recording For example Pat Smith mailbox 5813 Press OK or to end the recording Press OK or to accept the recording or press PLAY or 1_ to listen to the recording or press RETR or to re record your name Press CC to end the session After you initialize your mailbox record your mailbox greetings Refer to Recording a Primary or Alternate mailbox greeting on page 43 for more information If you do not record a Personal greeting your Company Directory name plays to callers who reach your mailbox Note You can also initialize your mailbox using Mailbox Manager See Mailbox Manager overview
92. one If the caller presses when they are asked to record their name the call goes back to the Auto Attendant The caller hears a hold tone while they wait If you do not answer the call transfers to your mailbox Since some callers do not like to record their name and wait for service use this feature with discretion NN40170 100 Chapter 6 Accessing your messages 57 To use Call Screening 1 You receive an external call that is transferred from the Auto Attendant or from Custom Call Routing CCR 2 CallPilot announces the caller s name to you If the caller does not record their name the voice prompt says Unknown caller 3 You can answer the call or let the caller leave a message in your mailbox e press AHS or fi to answer the call e press QUIT or to transfer the call to your mailbox Interrupting a caller With the Interrupt feature Ce J Q 8 F you can intercept a caller who is listening to your mailbox greeting or leaving a message You can program the Interrupt feature to a memory button with an indicator on your Nortel telephone For more information about programming a feature to a memory button see Programming a memory button with a feature code on page 35 When you interrupt a caller who is leaving a message in your mailbox any part of the message that was recorded remains in your mailbox Remember to delete this message from your mailbox To interrupt a caller 1 While a cal
93. one eee eeKe ERE SEES ORDER RES 24 Changing your mailbox password 000 aaae 25 Recording your name in the Company Directory 000 ce eee eee 26 Assigning a Target AUGKIa sae wadckuws eae beneaadsadekes enh dae keaa aad 27 Mailbox Manager overview 000 cee eee ees 29 Chapter 4 Feature codes and mailbox optionS 00 0c eee eee eee eee 33 FRAN COIR i425 eh raWRes dG isda Rd INE se DREE HERES TERRE CREE LASERS EES 33 Programming a memory button with a feature code 20e eee 35 CallPilot Reference Guide 6 Contents Norstar Voice Mail mailbox Options i 5 a0c8 a iekew See SH RGR ER Ra ORR ORO 36 MalDOx cOMMaAndS lt 5 as 5 belie baie weed ieee heed ORE SS eh Ee ded oe RS 4 36 PIB VING MOSSaAGOS oc inne beer one n dd E a Cece ie eK wa ALAS 36 Sending Messages 2 nlccee sda deni eee k spinors ia aaa ie Aa o 37 Other Norstar Voice Mail options 0 0000 cee ae CGAIIPIOtMADOX OPNS checantdarexeeetd ood SanGe gates ENA ERA ERRAR 38 Mailbox commanda 2206 cceet bea de dee heeeeee whee ede es debbedaeer eens 38 Playmo ne eee 3 tne an ce Meee heels twee Shed Ree tok one eee ae 38 Sending Messages 4 ccoe ede ceed nasees o ARE ES ESRK MER EO ROT ba ORES a REM 39 Other CallPilot mailbox Oplons cc05cccscentesesrnereasnserereade tages 39 Chapter 5 CPNINES co22c5ccsue ta eee tereesureeuedeee be eeede EE 41 Types Ol MADOX CISCUNNS ocd cceedeeniaehsoeeesedeur ee basedt Mekded wens 41 Recording a
94. one when an access code is required Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the CallPilot default setting 0000 four zeros Special mailboxes The two mailboxes used by the System Administrator and designated CallPilot Operator The two Special mailboxes are the System Administrator Mailbox and the General Delivery Mailbox System Administrator The person who configures updates and maintains the CallPilot system System Administrator Mailbox One of the two Special mailboxes This mailbox is used by the System Administrator for sending Broadcast Messages This is also the System Administrator s Personal mailbox Touch tone phone A push button telephone that emits DTMF tones Voice prompts The prerecorded voice instructions that play when you access CallPilot features and options NN40170 100 123 Index A Alert tone 76 Alternate greeting 42 113 Alternate Language 18 Analog station module ASM 15 Analog terminal adapter ATA 15 Attendant Target 27 Auto Attendant 56 115 Auto Login 24 Broadcast message about 111 recording 111 Browser requirements 29 C Call Forward canceling 75 remote setting up 75 setting up 75 with CLID setting up 76 Call Forward on Busy overrides Caller ID 77 Call Record 57 Call Screening 56 CallerID 42 46 54 56 76 77 interaction with Call Forward on Busy 77 CallPilot default pass
95. ons 3 REC CHOOSE CFWD Use 3reetingi 4 PRIME ALT QUIT Accert msgs 5 CHHG Ok 6 Press ADMIH or Press GREET or Go to step 3 Press CHOOSE or to select a greeting Press PRIME or to select the Primary mailbox greeting and go to step 6 or press ALT or to select the Alternate mailbox greeting and go to step 5 If you choose the Alternate mailbox greeting you are asked whether the mailbox can accept messages Press CHHG or to toggle from yes to no or press OK or f to accept Press to end the session Note If you choose a greeting that is not yet recorded you are transferred back to the Greeting Options menu to record the greeting Recording a Personalized mailbox greeting If your company subscribes to a CLID service you can record a Personalized mailbox greeting For more information about CLID ask your System Administrator A Personalized mailbox greeting plays only for a person calling from the telephone number that you designate For the Personalized mailbox greeting to play the telephone number you enter must match the caller s phone number exactly NN40170 100 Chapter 5 Greetings 47 You can record up to three Personalized mailbox greetings but you can assign each greeting to only one telephone number If you record a Personalized greeting program your mailbox to receive messages and choose an Alternate mailbox greeting the Personalized greeting takes precedence over any other greet
96. ord when they initialize the mailbox Ask the System Administrator for the Information mailbox password Primara greeting 2 Press REC or 1 REC PLAY QUIT Record greeting 3 At the sound of the tone record the Information mailbox RETRY PAUSE OF greeting Press Ok or when you are done Accert greeting 4 Press OK or to accept the recording RETRY PLAY OF or press PLAY or 1 to listen to the greeting or press RETR or to rerecord the greeting Primams greeting 5 Press QUIT or to end the session REC PLAY QUIT NN40170 100 113 Chapter 13 CallPilot tips This chapter contains tips on how to optimize your use of CallPilot Listen to your messages frequently Answer your messages promptly to encourage callers to use CallPilot and reassure them that it is as reliable as speaking with you personally You do not have to be at your desk to play your messages When you are away from your desk you can play your messages from any tone dial phone Clean up your mailbox There is limited storage in your mailbox and within CallPilot Do not save messages unless you need to listen to them again When you are finished with a message erase it to create storage space Keep a record of your password in a secure place Treat your CallPilot password as a secret code Write down your password and keep it in a safe place Do not keep your password near your phone If you let someone else have temporary
97. orward Replay a to n Applies only when message is playing Attendant Forward Message Copy From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox l Listen to Saved Messages Mailbox Administration Off Premise Outbound Return to Message Transfer Main Notification Options Menu l l Choose Greeting Call Forward Alternate l From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox B Listen to Saved Messages Mailbox Administration 1 ZIZ Next Message Delete Message Envelope l Reply to Message Message Save Return to Message Main Menu NN40170 100 Chapter 4 Feature codes and mailbox options 37 Sending messages From your display telephone enter Ce 9 6 J Follow the voice prompts or the button options on your display telephone to open your mailbox l Listen to New Messages Record Message a I End Recording I Other Norstar Voice Mail options From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox 8 J Listen to Saved Messages Mailbox Administration I Accept Enter Mailbox Number I Delivery Add Options Recipients 4 1 Priv
98. phone numbers from your phone you cannot have a long distance Off premise Message Notification destination number Setting up Off premise Message Notification Follow these instructions if you are setting up Off premise Message Notification for the first time If you have already set up Off premise Message Notification see the section Changing Off premise Message Notification on page 97 To set up Off premise Message Notification to see a phone number page 88 an extension page 91 a pager page 93 To set up Off premise Message Notification to a phone number 1 Pressl Q 8 f J Follow the voice prompts or the display button options to open your mailbox NN40170 100 Chapter 10 Off premise Message Notification 89 l Meg notify ACMIH SELECT Destination FHOWE EXT PAGER PR RETR OK cere ADE OK Start hhmm RETR OK start time RETRY AM Pr start timer RETRY If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press ALMIH or 1 to set up Off premise Message Notification Press PHOME or 1 to choose a phone number destination Enter the destination phone number and
99. press OK or The destination phone number is a maximum of 30 digits Press OE or to accept the destination phone number represented by lt x gt or press ADE or 2 to add special characters and use your dialpad or follow the voice prompts to add characters See Adding special characters to a destination number on page 81 After you add special characters press OF or to accept the destination number Enter the start time for Off premise Message Notification This is a four digit field You must precede a single digit hour and minute with a zero Press AM or or PressFM or 2 Press OK or to accept the start time CallPilot Reference Guide 90 Chapter 10 Off premise Message Notification Stor hmm 10 Enter the time when Off premise Message Notification is elise oE to stop This is a four digit field You must precede a single digit hour and minute with a zero stor timer 11 Press AM or RETRY AM Pr or Press FM or 2 setor Lime 12 Press OE or to accept the stop time RETRY OF More dest 13 Press YES or if you want to set up another destination YES HO number or press HO or if you do not want to set up another destination number Startitstart Lime 14 Press HET or to accept the start time that you entered CHHG HEST or press CHNG or ff to change the start time SLorssbor timer 15 Press HET or to accept the stop time that yo
100. r or a mailbox owner can record Information mailbox greetings For more information on Information mailbox greetings see Information mailbox greetings on page 111 CallPilot Reference Guide 20 Chapter 2 Using CallPilot Special mailboxes Special mailboxes are set up automatically when CallPilot is initialized The Special mailboxes include e General Delivery Mailbox e System Administrator Mailbox General Delivery Mailbox The General Delivery Mailbox stores messages e from callers who use a rotary dial phone e for people in your company who do not have Subscriber mailboxes The System Administrator Receptionist or designated Operator can access the messages in the General Delivery Mailbox and send them to the appropriate mailbox System Administrator Mailbox This mailbox is used by your System Administrator as a personal mailbox You can leave messages for the System Administrator in this mailbox Broadcast messages must be sent from the System Administrator Mailbox NN40170 100 21 Chapter 3 Setting up your mailbox This chapter describes how to set up your mailbox and explains e Initializing your mailbox e Checking which mailbox interface you use e Opening your mailbox e Changing your mailbox password e Recording your name in the Company Directory e Assigning a Target Attendant Note After your mailbox is assigned you can initialize and manage your gt mailbox using a telephone
101. r set Press CHHG or to turn Call Display on or off Press to end the session Call Forward on Busy overrides CLID If your display telephone is assigned Call Forward on Busy CLID information does not appear on the display Call Forward on Busy is a feature that forwards your calls to another designated telephone or extension if your telephone is busy Call Forward on Busy is assigned by the System Administrator CallPilot Reference Guide 78 Chapter 8 Call Forwarding your calls NN40170 100 79 Chapter 9 Transferring calls This chapter describes transferring calls and explains Transferring calls to a CallPilot mailbox Transferring a mailbox owner s call to their mailbox Transferring a call to Custom Call Routing CCR About Outbound Transfer Setting up Outbound Transfer Adding special characters to a destination number Turning Outbound Transfer on or off Optimizing Outbound Transfer Transferring calls to a CallPilot mailbox With the Transfer feature 8 6 you can transfer a call from your business telephone directly to a mailbox on the CallPilot system Transferring calls to a CallPilot mailbox has these advantages If you transfer a call to a mailbox instead of another telephone the call does not come back to you If you transfer a call to another telephone and the call is not answered the call comes back to you The call is immediately transferred to the mailbox which saves time
102. r the Company Directory CallPilot Reference Guide 64 Chapter 7 Sending messages To search the Company Directory 1 2 Last name 3 OF Haane Paul 4 RETR HEMT Ok Wasne Paul 5 Press Ce J 9 8 0 Press DIR or to search the Company Directory Use the dialpad buttons associated with the first three or four letters of the mailbox owner s name to locate and select the person s mailbox Enter the last name first name or both names depending on how your system is set up This display shows an example of a prompt for a mailbox owner s last name For example to enter the letters Wayn enter 9 2 9 6 In this example the name of the mailbox owner Paul Wayne appears on the display and is announced To accept the mailbox owner press OF or or if you do not want the person who is shown press HEXT or to see the next matching name The greeting of the mailbox owner plays If the mailbox owner you select does not have a Personal greeting recorded and selected you hear their Company Directory recording Assigning message delivery options Use the procedure for the interface you use e To assign message delivery options Norstar Voice Mail on page 66 e To assign message delivery options CallPilot on page 68 NN40170 100 Chapter 7 Sending messages 65 Message delivery options Option Display Norstar CallPilot Description button
103. r the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller NN40170 100 13 Chapter 2 Using CallPilot How CallPilot works CallPilot works with the telephone system to provide an automated receptionist service CallPilot answers incoming calls routes them to extensions and mailboxes in the system and provides message taking capability About display phones One line display phones You can use one line display phones for most CallPilot sessions If you use a one line display phone the display shows the CallPilot display command line A one line display phone does not show display button options On one line display phones the options are announced by voice prompts You make selections using the dialpad You do not need t
104. re you can cause the system to fail or work l f improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure K Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Ka NN40170 100 Chapter 1 Getting started 11 These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters FLAY Display button option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier Indicat
105. recipient immediately Then you record your message You do not enter your password or open a mailbox When you record and send messages you can search the Company Directory see Searching the Company Directory on page 63 assign message delivery options see Message delivery options on page 65 send a message to more than one recipient see Sending a message to more than one recipient on page 69 Use the procedures that apply to your interface To record and send a message using the Open Mailbox feature Norstar Voice Mail on page 60 To record and send a message using the Open Mailbox feature CallPilot on page 61 To record and send a message using the Leave Message feature Norstar Voice Mail on page 62 To record and send a message using the Leave Message feature CallPilot on page 62 CallPilot Reference Guide 60 Chapter 7 Sending messages To record and send a message using the Open Mailbox feature Norstar Voice Mail Anew B saved PLAY REC ADMIH Record message RETRY PAUSE Ook Accert rec RETR PLAY OK MMos DIF QUIT Smith Pat OPTS cc SEHD Press PBJ Follow the voice prompts or the display button options on your telephone to open your mailbox Press REC or and record your message at the tone Record your message Press PALISE or 2 to pause your message When you wish to resume recording press CONT or 2 continue r
106. reeting 42 assigning 46 deleting 49 recording 46 Playing the message envelope 52 55 Playing your mailbox messages 52 Primary greeting 41 113 Private Message Delivery option 65 no forwarding with 65 Private messages cannot copy 70 not forwarded 65 Prompt language wrong 116 R Recording Alternate greeting 43 messages 59 Personalized greeting 46 Primary greeting 43 Recording a call 57 Recording technique Greetings 42 regulatory information 2 Replaying messages 53 Replying to an external message sender 72 to an internal message sender 71 to messages 53 55 Retrieving deleted messages 54 Rewinding messages 52 54 S Saving messages 53 Sending messages CallPilot 39 Sending messages Norstar Voice Mail 37 Setting up Off premise Message Notification to a pager number 93 CallPilot Reference Guide 126 Index to a telephone number 88 to an extension number 91 Outbound Transfer toa phone number 83 to an extension 84 your mailbox 41 Skipping forward in messages 53 54 Skipping forward to end of messages 52 Special mailboxes General Delivery 20 System Administrator 20 Subscriber mailbox 19 Guest 19 T Target Attendant 27 Timed Message Delivery option 65 Timeout 116 trademarks 2 Transfer 80 Transferring calls to General Delivery mailbox 51 to Operator 51 to receptionist 51 U Urgent Message Delivery option 65 V Voice prompts 15 65 76 interrupting 13 17 on a one line
107. rimary or Alternate mailbox greeting e Recording a Personalized mailbox greeting e Deleting a Personalized mailbox greeting Types of mailbox greetings Mailbox greetings play to callers who reach your mailbox Greetings inform callers that they have reached the correct mailbox and give callers any necessary information or instructions You can change the greetings at any time After you initialize your mailbox you can record greetings If you do not record any greetings your Company Directory name plays to callers who reach your mailbox Refer to To record your name in the Company Directory on page 27 There are three types of mailbox greetings Primary Alternate and Personalized Primary mailbox greeting Record your Primary mailbox greeting for everyday use In this greeting include your name and a brief message explaining to callers that you are unable to answer their calls For example Hi This is Pat Smith I m not able to take your call right now Please leave me a message at the tone and I will return your call as soon as possible If you are a new mailbox owner record your Primary mailbox greeting immediately Note If you have Park and Page enabled for your mailbox you must let callers know that they can page you as part of your mailbox greeting for example I m not at my desk To have me paged press 6 otherwise leave a message at the tone Ask your System Administrator whether you have Park an
108. rom Doris mailbox To place a Thru Dial call 1 Open your mailbox e If you are calling remotely press during your greeting to open your mailbox If you are in Europe or Australia press f8 8 Follow the voice prompts to enter your mailbox number and password e Ifyou are calling from your Nortel phone press QJ 8 i Follow the voice prompts or the display buttons to open your mailbox 2 Press 0 followed immediately by the extension number you want to call Do not pause for more than two seconds while you are entering the number CallPilot Reference Guide 74 Chapter 7 Sending messages To search the Company Directory while placing a Thru Dial call If you enter a name instead of a number with Thru Dial CallPilot places the call as soon as it finds a match for the name 1 Open your mailbox e If you are calling remotely press during your greeting to open your mailbox If you are in Europe or Australia press 8 8 Follow the voice prompts to enter your mailbox number and password e Ifyou are calling from your Nortel phone press Q e t Follow the voice prompts or the display buttons to open your mailbox 2 If you use the CallPilot interface Press 0 followed immediately by f1_ _ to search the Company Directory This is the default Company Directory number The System Administrator can change the Company Directory number If you don t know t
109. s with a Company greeting plays a list of CallPilot options to a caller and performs call routing functions in response to acaller s dialpad selections Broadcast Message A message that can be sent only by the System Administrator This type of message plays in all initialized Subscriber mailboxes Business Status A CallPilot setting that tells CallPilot whether a company is closed or open for business Class of Service A predetermined number designation that specifies the CallPilot options for a mailbox Company Directory A voice list that contains the names of users with initialized mailboxes that are designated to appear in the Company Directory Conventions The way certain information is described For example using underlined text to represent second line display prompt information Default The parameters preset in CallPilot Designated Operator A person who is assigned to answer the CallPilot Operator Request option Display CallPilot Reference Guide 120 Glossary A one line or two line screen on a display telephone that shows CallPilot commands and options Display buttons The three buttons on a two line display telephone Users press these buttons to select the specified CallPilot option Display options The choices available to a user that appear on a two line display telephone Options shown on the display can be selected using the display or dialpad buttons DTMF Dual Tone MultiFrequency T
110. sferring a call to Custom Call Routing CCR CCR is a single digit application that provides callers with a more sophisticated menu and a wider range of options than the Automated Attendant Callers can use CCR to e listen to the Home menu and make a selection e listen to a pre recorded CCR Information message e leave a message in a mailbox e transfer to another extension or an external number For more information about CCR ask your System Administrator You can transfer a call to the beginning of a CCR Tree To transfer a call to a CCR Tree 1 Press 9 ej6 Do not press Hold because the call is put on hold automatically Choose a CCR Tree by entering a digit from 1 to 8 and pressing f Wait until the display shows Call transferred before you attempt any other features NN40170 100 Chapter 9 Transferring calls 81 About Outbound Transfer You can set up Outbound Transfer to transfer a caller who reaches your mailbox to a number that you assign A caller can use Outbound Transfer from any tone dial telephone and you can direct your Outbound Transfer calls to any telephone You can tell callers about this feature in your personal greeting If you inform callers of this feature in your mailbox greeting you must tell them what number to press to transfer e If you use the Norstar Voice Mail interface tell callers to press 7 e If you use the CallPilot interface tell callers to press 9 For example
111. tion while after playing playing Back up Rewinds the message nine seconds and resumes playing r VA it lt lt lt Copy Sends a copy of the message to one or more mailboxes r If you record an introduction it must longer than three seconds COPY End of Goes to the end of the message Message r A gt gt gt gt gt gt Envelope Plays the information in the message envelope Envelope y information includes the date and time the message was sent and if the message is internal the directory name of the sender Erase Deletes the message currently playing If no messages r Ya are playing deletes the last message played Deleted messages remain in your mailbox until the session is ERASE ended Refer to Notes 1 and 2 on page 54 NN40170 100 Chapter 6 Accessing yourmessages 53 Playing your messages Norstar Voice Mail Option Button Available Available Description while after playing playing Skip Advances the message nine seconds and continues forward Gr playing from that point A message can be forwarded as many times as required gt gt gt Next 6 Plays the next message in the mailbox If you use this or Yi while a message is playing it stops playing the current message and plays the next message in your mailbox Pause Temporarily stops a message When you stop the Continue or Z message you can play the previous message continue pla
112. treamed to a server Ask your System Administrator if you have access to this feature Professional Call Recording works through the provisioning of recording rules which your System Administrator configures The calls are recorded based on any of the following criteria All incoming calls to a DN All outgoing calls from a DN All calls to and from a DN Internal Calls to and from the DN External Calls to and from the DN Conference Calls Manually invoked using F995 NN40170 100 111 Chapter 12 Broadcast and Information messages About Broadcast messages You can ask the System Administrator to send a Broadcast message if you need to send a message to every initialized mailbox on your phone system You can ask the System Administrator to send a Broadcast message to announce meetings special company events and reminders Sending a Broadcast message eliminates recording and sending the same message several times Broadcast messages play on all mailboxes initialized with CallPilot Note Broadcast messages are not sent to Information or General Delivery mailboxes Information mailbox greetings Your business or department can use Information mailboxes to provide callers with messages and announcements You can record and update greetings for an Information mailbox You can use Information mailbox greetings to e announce sales e provide product lists e announce special events Make it easy for callers to access
113. tton QUIT Feature Code QUIT F QUIT CLEAR A Programmed Press BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press e Enter the feature code number that you want to program For example enter P 8 O to program the Leave Message feature code See the table Feature codes on page 33 for the feature codes Repeat steps 1 through 5 for each feature code you want to program The display shows that the button is programmed and then ends the session Use the paper labels that come with your telephone to identify the programmed button To use the feature press the labeled button CallPilot Reference Guide 36 Chapter 4 Feature codes and mailbox options Norstar Voice Mail mailbox options Mailbox commands From your display telephone enter Ce 9 jf ee Follow the voice prompts or the button options on your display telephone to open your mailbox Listen to New Record Messages Message l l Company Greetings and Directory Call Forward Options Change Target Password Record Greetings Primary Alternate Personalized Playing messages From your display telephone enter Ce J 9 f Follow the voice prompts or the button options on your display telephone to open your mailbox l Listen to New Messages Record Message Pause Previous Backward Continue F
114. u enter this dialing sequence the display shows 305551234 ADD OF NN40170 100 87 Chapter 10 Off premise Message Notification This chapter describes how to set up and change Off premise Message Notification and explains e About Off premise Message Notification e Setting up Off premise Message Notification e Changing Off premise Message Notification e Deleting a destination number e Adding a destination number e Turning Off premise Message Notification on or off About Off premise Message Notification You can program CallPilot to call you at a phone number an extension or a pager when you have a message Your System Administrator enables Off premise Message Notification If you program CallPilot to call you at a phone you are prompted to enter your password before you can listen to your messages You can receive notification of a message at a maximum of five different destination numbers When the number of retry attempts is reached for each destination number the next number in the series is called For example CallPilot can contact your car phone number first to let you know you have a message If there is no answer the call rings at your home number If there is still no answer the call rings at your pager number and so on The number of retry attempts is assigned by your System Administrator If the destination type is a telephone or extension you must assign start and stop times The start and stop
115. u entered CHHG HEST or press EHHG or 1 _ to change the stop time Med Lure new 16 Press OK or if you want to be notified when you receive oe anew message or press CHHG or 1_ if you want to be notified only when you receive an urgent message Med notify 17 Press to end the session ACMI SELECT NN40170 100 Chapter 10 Off premise Message Notification 91 To set up Off premise Message Notification to an extension Med notify ADMIH SELECT Destination PHOME EsT PAGER Ext FETE ok Accert gt RETR OK Start hhmm RETR OK start timer RETRY AM fstart timer RETRY Stor hhmm FETR 1 10 Press PBJ Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press AD IH or to set up Off premise Message Notification Press EAT or to choose an extension as the destination Enter the destination number and press OK or Press OK or to accept the destination extension The gt represents the extension Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour
116. und Transfer menu Go to step 3 Press AD IH or to set up Outbound Transfer or if you have previously set up Outbound Transfer press CHHG Press FHOHE to select an external phone as the destination Enter the destination phone number and press GE or Press OF or to accept the destination number represented by lt x gt or press ALL or 2 to add special characters For information see Adding special characters to a destination number on page 81 After you add special characters press OK or to accept the destination number Press CHHG or to turn Outbound Transfer on Press QUIT or Press to end the session CallPilot Reference Guide 84 Chapter 9 Transferring calls To set up Outbound Transfer to an extension Outbound tr ADMIN SELECT Ext RETR OK Accert RETR Ok Transferi off CHHG GUIT Transferi on CHHG QUIT 1 Press PBJ Follow the voice prompts or the display button options on your telephone to open your mailbox If you use the CallPilot interface Press 8 0 to open the Mailbox Options Press P to open the Outbound Transfer menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press to open the Outbound Transfer menu Go to step 3 Press AD IH or to set up Outbound Transfer Enter the destination extension and press OK or Press OK or to accept the number The lt x gt repr
117. ur mailbox is equipped with the Never Full Mailbox feature which lets external callers leave a message in your mailbox even if the mailbox is full The message is stored but you cannot access it until you delete at least one saved message If you find that you need more message time in your mailbox ask your System Administrator to give you more storage space The wrong prompt language appears on the display of my phone If the wrong language appears on the display of your phone notify the System Administrator Outbound Transfer does not work Ensure that you have recorded the correct instructions for callers in your personal greeting In your greeting tell callers to press 7 if you use the Norstar Voice Mail interface or P if you use the CallPilot interface to reach you Refer to About Outbound Transfer on page 81 for information Ensure that the destination number you enter is not restricted For example if you cannot call long distance numbers from your phone you cannot set up Outbound Transfer to a long distance number Check to see if Outbound Transfer is turned on Refer to Turning Outbound Transfer on or off on page 85 for more information NN40170 100 Chapter 14 Troubleshooting 117 Off premise Message Notification does not work If Off premise Message Notification does not work ask the System Administrator to check the Off premise Message Notification parameters Also ask the System Admi
118. use the procedure To change the time range or type of message parameters on page 97 If you want to change the destination type see the procedure for the destination type To change the destination type see from a phone to an extension pager or another phone number page 99 from a pager to an extension or phone page 101 from a phone or extension to a pager page 102 To change the time range or type of message parameters Press eJeBJEJ Follow the voice prompts or the display button options on your telephone to open your mailbox 1 CallPilot Reference Guide 98 Chapter 10 Off premise Message Notification l Me notify ADMIN SELECT Hotifuicsx gt CHHG HET More dest VES HO A CHNG Startstart time NEXT Stor stor timer CHHG HET Med tyre new CHHG OK l Me notify ADMIN SELECT If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or 6 Press 6 to open the Off premise Message Notification menu Go to step 3 Press ADMIH or 1 to set up Off premise Message Notification Press HET If you want to change the destination type see To change the destination type on page 97 for the appropriate procedure Press HO or to continue
119. ut having to wait for the phone to ring several times This chapter explains the following ways you can forward your calls e Call Forwarding your calls to your mailbox e Setting up Call Forward remotely e Call Forward with Caller ID Call Forwarding your calls to your mailbox To forward incoming calls to your mailbox press 2 4 To cancel Call Forward do one of the following e press B again press e press e press CAHCEL Setting up Call Forward remotely When you are away from the office you can forward your calls to your mailbox by using the dialpad of any tone dial telephone Note You can set up Call Forward remotely only if you use the Norstar Voice Mail interface You cannot set up Call Forward remotely if you use the CallPilot interface To set up Call Forward remotely 1 Call the Automated Attendant or your business telephone from any tone dial telephone 2 While the greeting plays enter the CallPilot extension number or press If you are in Europe or Australia enter the CallPilot extension number or press Follow the voice prompts to open your mailbox Press BJ 2J Press to open the Call Forward menu CallPilot Reference Guide 76 Chapter 8 Call Forwarding your calls 6 Press to turn Call Forward on or off e If Call Forward is on the voice prompt says Calls will be answered immediately All calls to your telephone are now answered by CallPilot e If Call Forward is off the voic
120. word 21 how callers reach 51 Mailbox commands 38 Mailbox options 38 Other mail options 39 Playing messages 38 Sending messages 39 using with rotary dial telephone 51 using with touch tone telephone 51 CallPilot Manager browser requirements 29 computer requirements 29 Calls interrupting 76 transferring to General Delivery mailbox 51 to Operator 51 to receptionist 51 CCR Information message 80 Certified Acknowledge Message Delivery option 65 Character limit for Off premise Message Notification destination pager number and message 93 for Off premise Message Notification destination number 94 96 103 for Outbound Transfer destination telephone number 81 Company Directory 18 115 recording name in 21 removing name from 27 Company Directory name 41 43 Computer requirements 29 Copying a message 52 copyright 2 D Default password 21 Deleted messages retrieving 54 56 Deleting messages 52 55 Destination number character limit 94 96 103 for pagers 93 when CallPilot is behind PBX or Centrex 93 Destination pager number character limit 93 Destination telephone number character limit 81 Display telephone entering characters 16 using 13 E Erased messages retrieving 56 Erasing messages 52 55 F Feature 986 80 Feature 987 76 Feature codes 33 Forwarded messages recording an introduction for 70 CallPilot Reference Guide 124 Index Forwarding a message 55 Full mailbox 51 G General Deliv
121. xes e Special mailboxes which include the General Delivery Mailbox and the System Administrator Mailbox Other types of mailboxes are available on your system if you have the Network Messaging or the Fax option installed Subscriber mailbox Most users have Subscriber mailboxes A Subscriber mailbox is assigned by the System Administrator and is maintained by the mailbox owner A Guest mailbox is a type of Subscriber mailbox A Subscriber mailbox can be assigned to each mailbox owner who has an operating display telephone with an extension Guest mailbox Guest mailboxes provide temporary employees and guests with access to internal messaging and call routing features Guest mailboxes do not have an operating extension They are assigned a number that looks and works like an extension This lets the Guest mailbox owner access CallPilot the same way a subscriber accesses their mailbox from another extension or phone If you need a Guest mailbox request one from the System Administrator Information mailbox Information mailboxes play informative messages to callers Information mailboxes do not have an operating extension and callers cannot leave a message in them A voice prompt provides callers with access to Information mailboxes Callers reach an Information mailbox through the Auto Attendant Custom Call Routing CCR or the Operator Information mailboxes are created by the System Administrator and either the System Administrato
122. xisting message you hear this voice announcement Your mailbox is full You must erase some messages before you can listen to new messages If your mailbox is full you cannot leave a message in another mailbox create a new message copy send or reply to a message until you delete at least one existing message The Never Full mailbox feature is not available to internal callers Internal callers cannot leave messages in mailboxes that are technically full CallPilot Reference Guide 52 Chapter 6 Accessing your messages Playing your messages Use the procedure for playing your messages that corresponds to the interface you use e To play your messages Norstar Voice Mail on page 52 e To play your messages CallPilot on page 54 To play your messages Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface 1 Press PBJ Follow the voice prompts or the display button options on your telephone to open your mailbox Znew 0 saved 2 Press PLAY or to listen to your messages PLAY REC AGMIH For other options see the table Playing your messages Norstar Voice Mail on page 52 3 Press to end the session The table Playing your messages Norstar Voice Mail shows the message options available to you during and after playing messages Playing your messages Norstar Voice Mail Option Button Available Available Descrip
123. ying the current message or skip to the next message STOP PLAY Previous Stops playing the current message and plays the previous s Z message Quit Stops playing the message and plays the Mailbox main menu options Replay Replays the message from the beginning or v lt lt lt lt lt lt Replay Replays the last message V Reply Q Replies to a message Refer to Note 3 on page 54 The reply can be either or vA v ee a message to an internal sender s mailbox REPL a telephone call to an internal or external party Refer to Note 4 on page 54 Save Saves the message being played If you do not delete a Message ee Z message it is automatically saved This option is not shown on the display unless you erase a message If you SAVE erase a message and try to play the message again you can press SALE on a two line display telephone Refer to Note 2 on page 54 Volume Adjusts the volume of the message that is playing The Control volume increases each time you press After four presses the volume returns to the lowest level CallPilot Reference Guide 54 Chapter 6 Accessing your messages Notes 1 Because your mailbox has limited message storage space delete any messages you no longer need After a certain time period your saved messages are erased automatically Ask your System Administrator about this You can retrieve a deleted message only if you have not quit the session in whi
124. you want to add another destination number You can have up to five destination numbers CallPilot Reference Guide 106 Chapter 10 Off premise Message Notification To add a destination number Med notify ADMIH SELECT Hotifyicx gt CHHG HET More dest YES HO Hotifa321 none SETUP NEXT 1 Press eJeJ O Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press MOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press AD IH or to set up Off premise Message Notification Press HEXT or to continue Press YES or to set up another destination number Press SETUP or to set up another destination number and follow the steps in To set up Off premise Message Notification to a phone number on page 88 or To set up Off premise Message Notification to an extension on page 91 or To set up Off premise Message Notification to a pager on page 93 Turning Off premise Message Notification on or off You can turn Off premise Message Notification on or off at any time If you turn Off premise Message Notification off you do not affect any of the assigned parameters NN40170 100 Chapter 10 Off premise

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