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Avaya BCM 5.0 - CallPilot - CallPilot Telephone User's Manual

1. CHHG HET Retry Lime RETRY OK Retry Lime CHHG HET Ho AtLLemets CHHG HET Ho Attempts FETE Ok Ho Attempts CHHG HET afer Allowed CHHG HET afer Allowed H CHHG HET Max Logins CHHG HET Max Logins RETR ok Max Logins CHHG HEST Fswgd Expire CHHG HET Fswgd Expire RETRY OK Psd Expire CHHG HET 23 24 25 26 27 28 29 30 31 32 33 34 35 36 Press CHHG if you want to change the amount of time between retry intervals for message delivery or press MET and go to step 25 Enter a value of 1 to 120 minutes Press OK Press HEAT Press CHHG if you want to change the maximum number of attempts for message delivery or press MET and go to step 28 Enter a value of 1 to 20 Press OK Press HEAT Press CHHG if you want to change the outbound transfer setting or press MET and go to step 30 Press HEST Press CHHG if you want to change the maximum number of incorrect password attempts or press HEAT and go to step 33 Enter a value of 1 to 20 Press OK Press HEST Press CHHG if you want to change the password expiry setting or press HEXT and go to step 36 Enter a value of 1 to 365 Press OK Press HEAT NN40170 601 Chapter 3 Working with mailboxes 59 Hetworking Y CHHG HET Hetworkina H CHHG HEST Attd Allowed CHHG HEXT Attd Allowed H
2. HMMEME CHHG HEST Recorded name FEC PLAY HET Record name RETR OK Accert name RETR PLAY OK GList members ADD DEL LIEW Mbox DIF QUIT GList members ADD DEL LIEW 8 9 10 11 12 13 14 Press HEST To change the recorded Group List name press REC or press HEXT and go to step 12 At the tone record the new Group List name and press OK To listen to your recording press PLAY or to accept the recording press 0K or to re record the name press RETR Press ALL to add a mailbox number to the Group List or press DEL to delete a mailbox number from the Group List or press IEW to view the members of the Group List Enter the number of the mailbox you want to add or delete After you complete the changes you want to make to the Group List press C to end the session NN40170 601 Chapter 3 Working with mailboxes 67 Deleting a Group List You can delete a Group List at any time When you delete a Group List the Group List number can be re assigned by CallPilot the next time you add a Group List Deleting a Group List does not delete any mailboxes from the CallPilot system To delete a Group List 1 If you use an Avaya BCM system a Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager
3. Exit 1 10 11 12 13 14 Press ai 9 6 Enter 2 6 6 J 4 4 Config and press OK Press HEAT Press YES or HO If you do not choose bilingual operation step 5 does not appear Select a primary language Press CHHG to toggle between Y and N Select Y if you want to enable Group Lists Press MET If you do not enable Group Lists step 8 does not appear and you go to step 9 The default Group List leading digit is 9 Press CHHG if you want to enter a new Group List leading digit or press HET If you want to change the primary interface press CHHG or Press HET Press HEAT Press CHHG to toggle the setting between Avaya Norstar Voice Mail and CallPilot and press HET Press OK The display shows Configuring Initialization takes about three seconds When the system is initialized the display shows System ready and Exit and then shows the time and date NN40170 601 Chapter 8 CallPilot operations 155 Resetting the System Administrator password You can reset the System Administrator password if you forget it This is the password that you use for administrative functions The default password is 0000 After you reset the System Administrator password you must log on and change the password immediately to prevent a security breach To reset the Avaya BCM System Administrator password If you use an Avaya BCM system there is no dedicated
4. Max bxs Time RETRY OF Max bxs Time CHHG HET Max Med Len CHHG HET Max Med Len RETRY 0E Max Med Len CHHG HEST Med Retent CHHG HEXT Max Retent RETRY Ok Max Retent CHHG HEST Greeting Len CHHG HET Greeting Len RETRY Ok Greeting Len CHHG HET OPH Y CHHG HEST 10 11 12 13 14 15 16 17 18 19 20 21 22 Press CHHG if you want to change the maximum mailbox message time or press HEXT and go to step 12 Enter a value from 1 180 minutes and press OE Press HET Press CHHG if you want to change the maximum mailbox message length or press MET and go to step 15 Enter a value from 1 60 minutes Press OK Press HEST Press CHHG if you want to change the message retention period or press HEAT and go to step 18 Enter a value from 1 to 365 days or type 0 if you do not want purge messages Press OK Press HEAT Press CHHG if you want to change the greeting length or press HEXT and go to step 21 Enter a value from 1 to 30 minutes Press OK Press HEST Press CHNG if you want to change the Off Premise Message Notification Press HEXT if you do not want to change the Off Premise Message Notification CallPilot Telephone Administration Guide 58 Chapter 3 Working with mailboxes Retry Lime
5. CallPilot Telephone Administration Guide 84 Chapter 4 Setting up the Auto Attendant Recording a Greeting Do not use Handsfree to record your company Greetings Speak directly into the phone handset To record a company Greeting Log QUIT RETR Ok Admin MBO AA OTH Auto Atdt Admin GETG TABLE LINES Greeting admin GETG AA Greeting RETR Ok Greeting irr RETRY PLAY REC Record greeting RETR Accert greeting RETR PLAY Ok If you use an Avaya BCM system a Press e BJ BJ Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press HA Press GETG Press GETG Enter the number of the Greeting you want to record and press OK Refer to page 82 to see the number of available greetings for your system Press REC At the tone record your greeting Do not hang up the handset when you are finished recording Press OK to end your recording To listen to the greeting press PLAY or to accept the recording press OK or to re record the greeting press RETR Repeat steps 3 through 8 if you want to record another greeting Press CC to end the session NN40170 601 Chapter 4 Setting up th
6. Admin 2 Press AA MBO AA OTHF Auto Atdt Admin 3 Press GETG GETG TABLE LIHES Greeting admin 4 Press AA GETG AA Return To AA 5 Press HEXT CHHG HEST Start Feat 900 6 Press CHHG CHHG HEST Start Feat 7 Enter the starting feature number RETRY Ok For example enter 912 F912 is associated with tree number 1 and node number 2 NN40170 601 Chapter 7 Working with CCR Trees 135 Ho of Feat 8 Press CHNG CHHG HEAT Ho of Feat 9 Enter the number of the features you want to add RETRY Ok If you want three features enter 3 and then press OK For example if the starting feature code is 912 and you enter 3 for the number of features F912 F913 and F914 become valid and take you to tree 1 node 2 tree 1 node 3 and tree Inode 4 Note You can configure a maximum of 56 customized feature codes for the CCR trees The feature codes are allocated sequentially For example to program 16 feature codes F911 through F918 and F921 through F928 enter 911 as the Starting CCR tree feature code and enter 16 as the Number of CCR tree feature codes You can enter the maximum of 56 feature codes if the starting feature code is 911 If the starting feature code is a higher value than 911 the available number of feature codes decreases Any feature code values that come before the starting feature code that you enter will be unavailable to you For example by using a starting feature code of F941 yo
7. Incomplete tree Appears if you try to enable a Tree before all the paths are added or before all the mailboxes used in the Tree are initialized Info mailbox Appears if you try to change an Information Mailbox Intro too short Appears if the introduction to a message being forwarded is less than three Rec too short ECH Seconds long Avaya BCM has the option of programming the minimum message length The minimum message length may not be 3 seconds CallPilot Telephone Administration Guide 188 Chapter 10 Troubleshooting CallPilot Message Meaning Invalid class Appears if you enter an incorrect Class of Service while you are adding or changing a mailbox Class of Service Invalid ext Appears if you enter an incorrect extension You can check the extension number length or use the Company Directory Invalid glist Appears if you enter an incorrect Group List number when you change or delete a Group List number Invalid greeting Appears if you enter an incorrect Greeting Number Greeting Numbers must be a number from 1 to 250 Invalid kesa Appears if the selected option is not valid for the command display shown Invalid line Appears if you have an invalid line number Invalid mailbox Appears if you enter an incorrect mailbox number or if you have not assigned a mailbox to the requested extension These calls are transferred into the General Delivery Mailbox
8. Invalid number Appears if you enter an incorrect line pool number or an incorrect number of channels while configuring Outdialing Also appears if you enter more than the maximum number of digits allowed for a telephone number maximum is 30 digits Invalid Password Appears if you enter an incorrect mailbox password Invalid rath Appears if you enter an incorrect number for a Path The Path number is a series of numbers where each number must be from 0 to 8 This message also appears if all the Paths on a Tree are assigned The maximum number of Paths for a Tree is eight on each level Invalid time Appears if you enter an incorrect time for setting up Off premise Message Notification This message also appears if you specify an invalid time for your business hours Invalid tree Appears if you enter an incorrect number for a CCR Tree The Tree number must be from 1 to 8 Invalid Value Appears when the value entered is not valid and or does not fit within the expected range Line in use Appears when assigning a line to Auto Attendant or Contact Center that has been programmed as an express messaging line for a mailbox Mailbox full Appears if the maximum mailbox message storage time is reached The mailbox message time is assigned as a Class of Service A new message cannot be listened to until the old messages are deleted This message appears when a mailbox owner first logs onto t
9. 0 0 eee ee ewe eee eee ee eee atis 191 Ringmg Answer DURON 625 2000 65 0 20Get ore et eteensenene eee eves nes 191 Using Call Forward All Calls CFAC and Call Forward No Answer CFNA 192 How to set up CallPilot for different businesses 20 cee eee eee 193 CallPilot fora small business 0 000 c ects 193 CallPilot fora medium business 2 000 cee cence 195 Pests COMPANY ni avcec needs oe ee rahet scene se sean RA AS 198 Chapter 12 Default configuration valueS 000 c eee eee eee ee 203 eeel 252252 b cont reuse Sen ee T E 207 NGOS 6 05c dio sees SSE eee SS eRe ew oss a ET AEE ETE 215 CallPilot Telephone Administration Guide 12 Contents NN40170 601 13 Chapter 1 Getting started About this Guide The CallPilot Telephone Administration Guide describes how to set up and configure CallPilot on an Avaya Business Communications Manager Avaya BCM system using telset based administration About CallPilot CallPilot is a versatile business communications tool that you can use to e answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voice mail Auto Attendant and call handling capabilities This guide leads a System Administrator through setting up and operating CallPilot on an Avaya BCM system You can program CallPilot using a two line display telephone on your system You can also use the web ba
10. CCR Admin 20 Press to end the session ACMIM NN40170 601 Chapter 7 Working with CCR Trees 127 Adding special characters to an external transfer number Special characters are pauses or other dialing instructions that you can add if they are required to access the network or a destination number Adding special characters to a destination number Press Description 2 or DIGS to resume adding digits to the destination phone number 3 lor PAUS to enter a timed pause that appears as F on the display Pauses are four seconds long You can press PALS again to enter another four second pause 4 to recognize dial tone behind PBX The Recognize Dial Tone special character appears as on the display B Jor OTH to enter a 6 Jor OTHE to enter a OTHF then TOHE to recognize dial tone behind PBX The Recognize Dial Tone special character appears as D on the display to cancel and retry CallPilot Telephone Administration Guide 128 Chapter 7 Working with CCR Trees Adding a Park and Page node A Park and Page node parks a call and announces it to a paging zone overhead paging system or both The page can be repeated until the parked call is answered or the timeout occurs Calls that are unanswered due to the page being unanswered return to the CCR Tree How Park and Page works Callers who access a Park and Page node hear the One m
11. AVAYA CallPilot Telephone Administration Guide Avaya Business Communications Manager Document Status Standard Document Number NN40170 601 Document Version 02 02 Date October 2010 AVAYA 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information
12. 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 Related publications Using CallPilot with a two line display telephone You cannot use a single line display telephone to set up and administer CallPilot You must use a two line display telephone Two line display phones show CallPilot commands and options A two line display can show up to three displaybutton options at once In some instances an option does not have a corresponding display button and you must select the option by pressing buttons on the dialpad While you program CallPilot at any time you can press to go back to the previous selections An example of a two line display Display command line Display button options Psu OTHR RETRY OK Display buttons About Avaya Business Series Terminal telephone buttons This table shows the Avaya Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use Avaya 7100 Digital Deskphone Avaya 7208 Digital M7100 M7208 M7310 M7100N M7208N Button name Deskphone T7316 M7324 M7310N M7324N Feature Feature F x i Handsfree Bottom right
13. CHHG HET Record Call Y CHHG HEST Record Call H CHHG HEST UI CallPilot CHHG HEST OI HUM CHHG HEST 37 38 39 40 41 42 43 44 Press CHHG if you want to change the network setting or press HET and go to step 38 This appears only if the Message Networking option is installed Press HEAT Press CHHG if you want to change the personal attendant setting or press HET and go to step 40 Press HEAT Press CHHG if you want to change the record call setting or press HET and go to step 42 Press HEAT Press CHHG if you want to change the user interface from CallPilot to Avaya Norstar Voice Mail NVM or press MET and go to step 43 Press 4 to end the session CallPilot Telephone Administration Guide 60 Chapter 3 Working with mailboxes Deleting a mailbox Before you delete a mailbox ensure the mailbox owner has listened to all their messages When a mailbox is deleted all messages stored in that mailbox are deleted and the mailbox is deleted automatically from the Company Directory and all Group Lists If you are deleting a mailbox associated with a CCR Tree make sure you remove the mailbox from the CCR Tree first If you do not remove the mailbox from the CCR Tree first the message Mbox in CCR appears on your display You cannot delete a mailbox if e itis currently in use e itis used in a CLID table or a CCR Tree e itis the S
14. La dst acin RETR OK La dst acin CHHG HEST Area code none CHHG HET Area code x RETR OK Area code x CHHG HEST Access cdi none CHHG HET Access code s RETR OK 1 10 11 If you use an Avaya Business Communications Manager Avaya BCM system a Press Q 8 B Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press 6 fB This option does not appear as a display button option Press FARM Press CHHG and enter the long distance access code or press HEXT if you do not want to set this property and go to step 7 Press OF to accept the long distance access code Press HET Press CHHG and enter the area code or press HET if you do not want to set this property and go to step 10 Press OE to accept the area code Press HET Press CHHG and enter the access code or press HET if you do not want to set this property and go to step 13 Press OK to accept the access code NN40170 601 Chapter 9 Dialing Translation 177 Access code s CHHG HEST kerl trans H CHHG OK Fer ly trans H RETRY ok Dialing FARM TABLE QUIT 12 Press HEXT 13 Press CHHG to toggle the settings between Y and N 14 Press OK to accept the reply translatio
15. Min msa leni FETE OF a Press Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press f4 This option does not appear as a display button option Press HEST Press HEST Press OK The default message length of 3 seconds 3000 milliseconds is shown Press CHHG to change the value Enter a value between 500 and 3000 as the minimum message length and press OK 500 equals half a second 500 millisecond and 3000 equals 3 seconds 3000 milliseconds Press to end the session CallPilot Telephone Administration Guide 170 Chapter 8 CallPilot operations Enabling a keycode With keycodes you can add more CallPilot mailboxes or options to your system Contact your vendor if you want to trial or purchase a keycode If you use an Avaya BCM system you enable a keycode through Business Element Manager or a telset Refer to the Avaya Business Communications Manager Keycode Installation Guide for more information NN40170 601 Chapter 8 CallPilot operations 171 External Mailbox Initialization External mailbox initialization is not enabled by default This is a security feature that makes it more difficult to tamper with or gain access to the mailboxes fraudulently
16. QUIT FETE ok Psu RETR OK Admin MEO AA OTHR Mailbox Admin ADL DEL CHHG Mose RETR QUIT Tyre subscriber HET OK Tyre fax on dmnd HEST OK Service class RETR OK Hare RETR BESP OK Directors VES HO Qutdial sone CHHG HET Qutdial lt line gt CHHG HET 10 11 If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press MBOX Press ABD Enter the Fax On Demand mailbox number Press HET until you see the display in step 6 Press OK Enter a Class of Service from 1 to 16 Enter the Fax On Demand mailbox name and press OK The name can be a maximum of 16 characters For information on entering names using the telephone dialpad see Using the dialpad on page 20 Press YES if you want the mailbox name to be included in the Company Directory Press HEXT if you do not want to assign outdialing and go to step 14 or press CHHG Press HEXT if you want to use a line or press CHHG if you want to use a line within a line pool or a route NN40170 601 Chapter 3 Working with mailboxes 75 KAHKI _ 12 Enter the Line or Pool number and press Ok Sey ue L
17. Tree saved 16 This display appears briefly CCR Admin 17 Press to end the session ADMIH CallPilot Telephone Administration Guide 140 Chapter 7 Working with CCR Trees Changing a Mailbox node To change a Mailbox node 1 If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OK Er For information about creating a user with voice mail GUIT RETRY Ok administration rights see the Business Communications Administration Guide b Enter the user password and press OK Admin 2 Press OTHR MEOS AA OTHR Admin 3 Press CLR GLIST CCR CCR Admin 4 Press ADMIH ADMIN CCR tree 5 Enter the number of the CCR Tree that you want to change and RETRY Ok press OF Tree x 6 Press CHHG CHHG QUIT Path 7 Enter the Path of the node you want to change and press OK RETR EMD Ook w Lufs3 8 Press CHHG CHHG ERASE OF Mboxt xx 9 Press CHNG CHHG HEAT Mbox 10 Enter the new mailbox number DIR GIIT Make sure the mailbox is initialized before you assign it to a CCR Tree Desti crm 11 Press OK if you want to accept the assigned destination type CHHG OF or press CHHG and assign a new destination type Path 12 Press EHD RETR EHC OF Tree x 13 Press SAVE SAWE PRINT QUIT Save as tree x 14 Press YES VES OTHE QUIT NN40170 601 Chap
18. more information see your system documentation Value or range Default Extension mailbox Extension leading digit 0 9 none Digits in extension two to seven digits none Mailbox leading digit 0 9 none Digits in mailbox two to seven digits none CallPilot Telephone Administration Guide 204 Chapter 12 Default configuration values Value or range Default Maximum number of subscriber mailboxes 300 for CallPilot 1000 for Avaya BCM Classes of Service Class of Service number 1 16 none Mailbox message time 5 180 min none Message length 1 60 min none Greeting length 1 30 min none Message retention time 1 365 days 0 days none indefinite Group Lists Group List number 001 099 901 999 901 999 Number of members 1 125 none Including Special Mailboxes Group List numbers are always three digits long Value Response time at the Home Menu 2 5 seconds Number of Trees 8 Number of levels 10 Number of Paths per level 8 Group List leading digit Group List range Oo AN Oa FW N O 001 099 101 199 201 299 301 399 401 499 501 599 601 699 701 799 801 899 901 999 NN40170 601 Chapter 12 Default configuration values 205 Default Feature Codes Leave Message Open Mailbox Feature 980 Feature 981 Operator Status Feature 982 Configuration Feature 983 CallPilot extension number Feature
19. 2 Good afternoon You have reached On Your Toes Dance Studio Greeting 3 Good evening You have reached On Your Toes Dance Studio Greeting 4 You have reached On Your Toes Dance Studio The studio is closed at this time Stay on the line to leave a message CallPilot uses Greeting Table 1 to answer calls after four rings Depending on the time of day different recorded greetings play for Morning Afternoon and Evening When the Business Status is No the Non business Hours Greeting plays Note Lines must be assigned to a Greeting Table before the Greeting Table greetings are used The Costume Room The Costume Room has one telephone with a CallPilot mailbox Calls are directed to the Costume Room Attendant by the receptionist or the Auto Attendant When the Attendant is not available the caller is forwarded to the Costume Room mailbox The mailbox primary message says You have reached the Costume Room No one is available to take your call Please leave your name and number and a brief message after the tone and we will return your call as soon as possible NN40170 601 Chapter 11 CallPilot configuration tips 195 CallPilot for a medium business Bridge Stone Engineering CallPilot is assigned as the Call Forward No Answer CFNA extension for all telephones in the office This means that any call that is not answered by a mailbox owner transfers to their mailbox Subscribers have b
20. 2 5ccccce ne eee eds Reed Gee e rti SRC EERO DG RRE EES 19 Using CallPilot with a two line display telephone 200000 19 About Avaya Business Series Terminal telephone buttons 19 Using the dialpad isssisrissrrrceirssriots ete orride i ninar 20 Paned PUDICIIONS ds cree t FRA EEk ih ee EE EA E Ea a 21 PRolalod PUGICAUONE sarisin rsrir ittra nEr ESINEET RENANE E AENEA ORESTA 21 AE e ETTITA E EEEE E EEE E E T TE 22 Getting technical documentation 0 0 00 cee 22 Gething product rainig 42 coe ccs ce ee ehbe dave asec E cies ee news 22 Getting help from a distributor or reseller 0 000 e cece eee 22 Getting technical support from the Avaya Web site 000 0c eee 22 Chapter 2 GallPilot mailboxes 222 42 2cesccnctersccscescbdceshnceiseeussence 23 About installing MailDOXES 245 0 se5s2 dGA SoS er SOSA we ee eS Deas TES ER ERTS ERK 23 System Administrator Mailbox ccscseaciee es eex caeeeades wea kee eae maaRe 23 General Delivery MalIDOX o2 2000os08 ence cdawe de eenteetee sede nana dened 24 Subsenber MIGNDORSE os cue tae kc kh SR ae de eae ee Eee oe i 24 Gae MANOS arerin eritre en i aa Eei ea a eeus eeohe ees 25 inionnation NANOS u srsruisircikin askie arre dE R s CREM 26 Mailbox Class of SCIVICS cus cad dein wee yn ihn nakenin i E Ei a 27 Class of Service Vales 2 oc cc cc chee ekee ieee ieee beste beaetedescenetoeeas 29 MADOX DONONS radari ay ee StH ERE OREN OEE EEES ERE TERE RI ER REELED
21. 2 for B 3 for C and so on Accert x 21 Press OK oe Steps 22 through 26 appear only if the mailbox has Alternate extensions If not go to step 27 Alti exti xx 22 If you want to change or delete the first Alternate extension press CHHG HET CHHG or if you want to change the second Alternate extension press HET and go to step 25 NOTE If you delete the primary alternate extension using 2 8 J the other alternate extensions are automatically deleted To delete the primary extension press CHHG and then press NN40170 601 Chapter 3 Working with mailboxes 53 Alti ext FETR OK Alti exti xx CHHG HET Alt extixnxx RETR OK Alt extixnxx CHHG HEST AlLS extixnnx RETR OK AltLS exti xx CHHG HEST Alt 4 extingx RETR OK Alte exti xx CHHG HEST AltLS extis RETR OK AltLS extinex RETR OK Auto Logon x CHHG HEST 23 24 25 26 27 28 29 30 31 32 33 If you want to delete the first Alternate extension press or if you want to change the Alternate extension enter the new extension number and press OK Press CHHG to change the second Alternate extension If you want to delete the second Alternate extension press The display shows Alt ext cnone gt or if you want to change the second Alternate extension number enter the new extension number and pres
22. 3 Working with mailboxes To add multiple mailboxes Log QUIT RETR ok Admin MBO AA OTHR Create mboxes From ext FETRY QUIT To exti RETR QUIT Service class RETR Ok Qutdial sone CHHG HET Qutdial lt line gt CHHG HET HHHHI RETR OK Accert x RETR OK afers blind CHHG HET 1 10 11 If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press f6 6J This option does not appear as a display button option This display appears briefly Enter the extension number to start creating mailboxes from Enter the extension number to stop creating mailboxes at NOTE If the DN of the telephone you are using to create mailboxes is in the selected range the mailbox will not be created for that DN Enter a Class of Service from 1 to 16 Press HET if you do not want to assign outdialing and go to step 11 or press CHHG Press HEXT if you want to use a line or press CHHG if you want to use a line within a line pool Enter the Line or Pool number and press QE Although line pools are labelled by a letter such as A B or C Ca
23. ACHIH CCR tree RETRY Tree enabled Tree x CHHG QUIT Fathi RETRY EHD OF MEHO IMFO OTHF Primary Prompt REC Rec Pri prompti RETR OF 1 If you use an Avaya BCM system a Press eJBJBJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK 2 Press OTHR 3 Press CCR 4 Press ADMIM 5 Enter the number of the CCR Tree you want to add a Menu node to and press QE 6 Ifyou have assigned the CCR Tree to a Greeting Table this display appears briefly 7 Press CHHG 8 Enter the Path number and press OK For example to create a Menu node on the second level of the CCR Tree enter 1 1 The first 1 is the path of the first level Menu node The second digit is the path where you want to create the new Menu node 9 Press MEHU 10 Pick up the handset and press REC At the tone record the prompt 11 Press OK to end the recording Do not hang up the handset CallPilot Telephone Administration Guide 118 Chapter 7 Working with CCR Trees Accert prompt 12 Press OK to accept the recording RETRY FLAY OF f if you want to re record your message press RETRY Rec alt prompt 13 Press HO if you do not wan
24. Administration and Security Guide b Enter the user password and press OK Pswd RETRY Ok eee If you reset CallPilot before you do the initial setup enter the default password 0000 Admin 2 Press ff J Pee OTHE This option does not appear as a display button option Paud 3 Enter 7 8 4 6J 7 8 J 6 GJ Reinstall SELEN B and press QE To keep your system secure keep this password secret CallPilot Telephone Administration Guide 152 Chapter 8 CallPilot operations Reset database 4 Press YES YES HO Resetting 5 As CallPilot resets the display shows Resetting 6 After the system reboots the display shows the time and date The CallPilot system takes approximately three minutes to reboot NN40170 601 Chapter 8 CallPilot operations 153 Initializing CallPilot You must initialize CallPilot immediately after you reset the system CallPilot Telephone Administration Guide 154 Chapter 8 CallPilot operations To initialize CallPilot Log QUIT RETR Ok AFF Voicemail CHHG HEST Bilingual YES WO Primary lana EHG FRE Grour lists Y CHHG HEST Grour lists Y CHHG HEST Leading digit 9 CHHG HEST Primary UT xxx CHHG HEST Primary UI CP CHHG HET Prinars UTM CHHG HET System contig RETR ok Conf idurird System ready
25. Administration and Security Loa Guide QUIT RETRY OK b Enter the user password and press OK Admin 2 Press AA MEO AA OTHR Auto Atdt Admin 3 Enter ff J GETG TABLE LINES CallPilot Telephone Administration Guide 96 Chapter 4 Setting up the Auto Attendant TT gateinone 4 Touchtone Gate is not enabled by default ING ea Press CHHG to change to enable Touchtone Gate or to choose a custom voice prompt TT daterstd 5 Press OK to accept the standard voice prompt CHHG OF or press CHHG to choose the custom voice prompt or disable Touchtone Gate TT date rcustom 6 Press HEXT to choose the custom voice prompt CHHG HEST or press CHHG to disable Touchtone Gate TT Greetingil 7 Press CHG to change the custom voice prompt Greeting number CHHG OF or press OK to accept the custom voice prompt Greeting number and go to step 11 Greeting 8 Enter the custom voice prompt Greeting number and press OK RETRY OF TT Greeting x 9 Press OK to accept the new Greeting number RETRY Ok 10 Press to end the session NN40170 601 Chapter 4 Setting up the Auto Attendant 97 About the CLID Routing Table Set up a CLID Table to control how calls are routed based on the Caller Identification of callers To use a CLID Table your incoming lines must be equipped with Caller Identification service If an incoming call has a CLID value that ma
26. CallPilot You can send a Broadcast message to announce meetings special company events and reminders Sending a Broadcast message eliminates recording and sending the same message several times You can change the Broadcast message address As the System Administrator you are the only person who can send Broadcast messages In order to send a Broadcast message you must know the Broadcast message address e If you use the CallPilot interface P 0 0 is the default Broadcast message address e Ifyou use the Avaya Norstar Voice Mail interface P is the default Broadcast message address Note Broadcast messages are not sent to Information or General Delivery mailboxes To send a Broadcast message you must follow the procedures that apply to the interface you use For information about checking what interface you use see the CallPilot Reference Guide CallPilot Telephone Administration Guide 108 Chapter 6 Broadcast and Information messages To record and send a Broadcast message Avaya Norstar Voice Mail Log QUIT RETRY OK Bnew B saved PLAY FEC ADMIW Record message RETRY PAUSE OK Accert rec RETRY PLAY OK 6 Press Q e8 f If you are recording a Broadcast message from a set that has a mailbox press OTHR Enter the System Administrator Mailbox number and password Enter the Broadcast message address P is the default Broadcast message address At the tone record
27. Home Menu e DISC disconnects the call You can assign destinations only to Information and Mailbox nodes Display A one line or two line display on a business telephone that shows CallPilot commands and options Display buttons The three buttons that appear below a two line display telephone When pressed these buttons select the specified CallPilot option Display options The choices available to a mailbox owner that appear on aNorstar two line display You select options that appear on the display from the display or dialpad buttons ATA 2 An Avaya product that allows the connection of an analog device such as a single line telephone or a facsimile machine to a telephone system Envelope information A date and time stamp that appears on all messages left in a mailbox When a message is left by another mailbox owner envelope information includes the message sender s name Extensions A two to seven digit number that is used to reach a designated telephone Extension length The number of digits in an extension and an CallPilot mailbox number The extension length ranges from two to seven digits Feature code A unique three digit code that is used to access CallPilot Features and options General Delivery Mailbox One of the two Special Mailboxes that hold messages for individuals who are not assigned a Subscriber Mailbox Greetings There are three types of CallPilot Greetings Company Greetings Personal
28. Home node You record a prompt that informs callers of the Home node options After you build a CCR Tree you must assign it to a Greeting Table You can build up to 99 CCR trees with an Avaya Business Communications Manager Avaya BCM system NN40170 601 Chapter 5 Custom Call Routing 103 Planning and designing a CCR Tree To plan and design a CCR Tree you e determine the frequently called departments and extensions that you can include in a CCR Tree e make a list of the goods and services you want to mention in Information messages e create the mailboxes you want to add to a CCR Tree in which callers leave messages e determine destination types e configure park prefixes and page zones if you want to use Park and Page e record the prompts and messages By default a caller can press 9 to hear prompts in an alternate language or 0 to reach an operator Tell callers about these options as part of the Home node prompt Components of a CCR Tree The Home node After the Company Greeting a caller hears the Home node The Home node is the top of the CCR Tree When a caller selects an option from the Home node they can access a sub menu leave a message transfer to an extension or an external number or play an Information Message A Home node can offer up to eight options By default 0 is reserved for reaching the Operator and 9 offers the menu in the alternate language A menu is a prompt that you record that pre
29. Mailbox In Class of Service the Operator is also known as a Targeted Attendant Operator default extension The Receptionist or CallPilot designated Operator s default extension This default is preset to none and must be changed to any valid extension on the system Operator status The CallPilot setting that tells the system whether or not a receptionist or designated Operator is available Option A CallPilot choice that is given to a subscriber through voice or display prompts CallPilot Telephone Administration Guide 212 Glossary Outdial method The Outdial method determines which line line pool or route the system uses when a mailbox owner replies to a message left by an external caller and for Off premise Message Notification Park and Page Park and Page parks a call and announces it to a paging zone overhead paging system or both Depending on the configuration you select the page can be repeated until the parked call is answered An unanswered call returns to the mailbox or CCR Tree it originated from Password A four to eight digit number that is entered on the dialpad A password is used to open mailboxes or perform configuration tasks Path A Path is the course an incoming call takes to or through one or more menus on a CCR Tree to reach a desired destination Path number A number assigned to a Path on each CCR Tree The number represents the sequence of digits that callers enter to rout
30. Message retention The number of days messages are saved in a mailbox Message retention period is period from one to 365 days or 0 indefinitely Greeting length The maximum length of a mailbox greeting Greeting length is from 1 to 30 minutes Off premise Message Redirects messages to another extension telephone number or pager Dialing Notification restrictions that apply to outdial lines apply to Off premise Message Notification CallPilot Telephone Administration Guide 28 Chapter 2 CallPilot mailboxes Retry intervals For Off premise Message Notification the minutes between attempts to notify the recipient of a new or urgent message The retry interval is from 1 to 120 minutes Number of attempts For Off premise Message Notification the number of attempts the system makes to notify the recipient of a new or urgent message The number of attempts is from 1 to 20 Outbound Transfer Lets a caller who reaches a mailbox transfer to an external telephone number or an extension Incorrect password attempts The maximum number of incorrect password attempts before a mailbox owner is locked out of their mailbox The incorrect password attempts are from 4 to 20 Password Expiry The maximum length of time a mailbox password is active The password expiry is from 1 to 365 days or 0 never expire Networking If the Message Networking option is installed lets callers send messages to
31. OF Press CHHG Enter the Path number of the node you want to change and press OK Press CHHG If you want to transfer the call to an extension before you park and page it press CHHG and enter the extension or if you do not press HEXT If the call is not answered at this extension it returns to the CCR Tree and a park and page is performed Select MET if If you want the call to be immediately parked and paged or select CHHG if you want the call to be transferred before it is parked and paged Select the page type you want to use SETS internal zone SPER overhead paging or BOTH The default is SETS NN40170 601 Chapter 7 Working with CCR Trees 147 Zone CHHG OF Retries CHHG HEST Interval CHHG DE Frimar rec REC PLAY HET Paths RETRY EMD OF Tree x SALE GUIT Save as tree x YES OTHF QUIT Tree saved CCR Admin AGM IM 12 13 14 15 16 17 18 19 20 The default paging zone 1 appears To select a different zone press CHHG and select the paging zone you want to use 23 4 5 6 or All If you use a CallPilot system with a Compact ICS select a number from 1 to 3 or All If in the previous step you selected SPER this display does not appear The default number of retries 1 appears To select a different number of retries press CHHG and select a number from 0 to 5 that is the number of times the
32. Outdial method must be assigned The default for Outdial method is None Until you assign a line line pool or route as the Outdial method for a mailbox a subscriber can use the Reply feature to return calls from internal extensions only and Off premise Message Notification and Outbound Transfer for internal extensions only Outbound Transfer capability is part of a subscriber s Class of Service Refer to Class of Service values on page 29 for the Class of Service values for Outbound Transfer Telephone extension and mailbox numbers are different lengths The mailbox number length must match the extension number length assigned to the system If the extension number length is changed on the system you must re initializze and reprogram CallPilot The date and time are wrong If the date and time are wrong you must reset them through the telephone system The CallPilot date and time is taken from the telephone system programming For additional information see your system documentation You cannot access a line or a line pool Check that your system supports the feature you are trying to use If calls are not completed when you try to reply to a CLID message or reach an Off premise Message Notification number ensure Outdialing is assigned available and correctly configured For more information see your system documentation PersonalizZed greetings do not play Personalizzed greetings do not play if a telephone is on Call Forwar
33. You can include the time and date the classes are being offered This example is applicable to Guest mailboxes that are used for taking orders After you record the announcement record a Company Greeting that tells callers about the mailbox that is available For example Good Morning This is On Your Toes Dance School To reach the dance studio press 4 6 To register for our fall classes press R fB To reach our receptionist press 0 Note The number 46 in this example is an operating telephone extension and the number 28 is the Guest mailbox CallPilot Telephone Administration Guide 26 Chapter 2 CallPilot mailboxes Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the extensions If you must use the same leading digit ensure the Guest mailbox numbers are out of range extension numbers To test if an extension is out of range dial it from another extension If the number is out of range the display shows Invalid number If the number is not out of range but does not have a set plugged into the corresponding port the display shows Not in service You must assign a Class of Service to the Guest mailbox When you assign a Class of Service to a Guest mailbox used as an order mailbox choose a Class of Service that has the maximum mailbox greeting and message time available See Mailbox Class of Service on page 27 Information mailboxes Information
34. caller does not hear a greeting and cannot leave a voice message If you select this option the caller can send a fax immediately If you do not select the Fax Only option the caller hears a greeting and can leave a voice or fax message Give the seven digit phone number associated with the line you assign as the Express Messaging Line to the subscriber For example if line 20 is the Express Messaging Line and the associated phone number is 555 2424 give this phone number to the subscriber After you assign a line to a mailbox you cannot assign the line to another function until you remove the line from the mailbox You must set the prime set for the Express Messaging Line to the voice mail DN The line must not ring anywhere in the system For more information see your system documentation Express Messaging is not enabled by default Call Screening Call Screening lets subscribers determine who is calling before they accept a call Call Screening is useful if there is no Caller ID available The system records the caller s name calls the subscriber s telephone announces the name of the caller and offers options such as accepting the call or taking a message Call Screening applies to external calls dialed by callers using the extension dialing facilities of the Auto Attendant or Custom Call Routing CCR Call Screening does not apply to internal calls or external calls routed using a CCR Transfer node or placed to a mailbox owner
35. change and LRETRY DK press OF Tree x 6 Press CHMG CHHG QUIT Path 7 Enter the Path number you want to delete and press DE RETR EHD E x xxx 8 Press ERASE CHHG ERASE Ok Erase rath 9 Press VES YES H a Path erased 10 This display appears briefly Path 11 Press EHD RETR EMD Ok Tree x 12 Press SALE ZANE QUIT Save as tree x 13 Press YES YES OTHF QUIT Tree saved 14 This display appears briefly NN40170 601 Chapter 7 Working with CCR Trees 149 CCR Admin 15 Press to end the session ACMIM CallPilot Telephone Administration Guide 150 Chapter 7 Working with CCR Trees NN40170 601 151 Chapter 8 CallPilot operations You must reset the CallPilot system if you e change the type of phone system you use e change the extension number length About resetting CallPilot Warning A Resetting CallPilot erases all Company Greetings Greeting Tables and mailbox information including mailbox messages After you reset CallPilot you must immediately initialize CallPilot To reset CallPilot 1 Ifyou use an Avaya Business Communications Manager Avaya BCM system a Press R BJBJ Enter the telset User ID that has voice mail administration Log rights and press OK l l l l GUIT RETRY ok For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager
36. change is needed to allow the number to be dialed on the local network The Dialing Translation Table changes Network extensions into numbers that can be dialed on the local network The Network extension form of a phone number is the usual form in which the number appears For example the phone number 403 555 5050 in its Network extension form must be translated into a number that can be dialed on the local telephone network The Dialing Translation Table follows the rules required to make the call CallPilot Telephone Administration Guide 174 Chapter 9 Dialing Translation Examples of Dialing Translation Tables The following tables are examples of Dialing Translation Tables and how they function Every Dialing Translation Table entry consists of an Input value column and an Output value column The values in the Input column represent the leading digits of the Network extensions which if matched are replaced by the corresponding value in the Output column The after a value signifies any digits in the telephone number that remain to be dialed CallPilot automatically adds the after every Input and Output value The longest input value that matches the CLID information is used for translation A telephone number either matches or does not match a specific Input value An example of a Dialing Translation Table from a site in metropolitan Toronto INPUT OUTPUT 011 011 416 416 905206 905206 90527
37. default page type of none or press CHHG to choose how you want calls to be paged in the internal zone SETS overhead paging SPKR or BOTH Press K if you want paged calls to go to Zone 1 or press CHHG and enter the Zone from 1 6 that you want paged in or press ALL If you chose overhead paging SPKR in the previous step this step does not appear Press HEXT if you want the page to be retried once or press CHHG and enter how many times you want the system to retry paging from 0 5 Press OK to accept the default retry interval of 15 seconds or press CHHG and enter the number of seconds between paging retries The range is 5 300 seconds To add another Guest Mailbox repeat steps 3 through 19 or press C to end the session CallPilot Telephone Administration Guide 44 Chapter 3 Working with mailboxes Adding an Information mailbox Assign all Information mailboxes mailbox numbers that begin with the same digit This helps you identify the mailbox type Assign a Class of Service that has the maximum message length To accommodate an average Information Mailbox recorded message assign a Class of Service of either 7 or 8 These Classes of Service have a greeting length of 10 minutes To add an Information mailbox Loa QUIT RETRY OK Admin MEO AA OTHR Mailbox Admin ADD DEL CHHG Mbox RETR QUIT Tyre subscriber HEST OK T Feiinfo
38. digits RETR OF HEX 8 Press OE to accept the output value RETRY OF or press RETR and enter a new output value Dial Table 9 Press to end the session ADD CHHG GUIT NN40170 601 Chapter 9 Dialing Translation 179 Reviewing entries in the Dialing Translation Table You can review Dialing Translation Table entries at any time To review Dialing Translation Table entries 1 If you use an Avaya BCM system a Press Q9 8 B Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Log oe QUIT RETRY OK administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press 8 8 MBO AA OTHF PETRY ok This option does not appear as a display button option Dialing 3 Press TABLE PARM TABLE HEST Dial Table 4 Press CHHG ALE CHHG QUIT Tra l outualt 5 Press HEXT to view the next entry in the table AEM NES Is Inwal outsa1 is an example of a Table entry If there are more than 16 digits for Input and Output values you can press IEW to see the remaining digits 6 Press to end the session CallPilot Telephone Administration Guide 180 Chapter 9 Dialing Translation Changing a Dialing Translation Table entry After you build a Dialing Translation Ta
39. enter the number of seconds between paging retries The range is 5 300 seconds Mailbox Admin ADD DEL CHHG 45 Press to end the session To enable Trivial Password Checking Log QUIT RETRY DE Admin MBO AA OTHR Voice Mail CHHG HEST Dir Avail Y CHHG HEST CHNG ok Hatch Lastname Min msa len gt CHHG DE TRUL Fswd Chk H CHHG HEST TRUL Fswd Chk CHHG HEST Admin MBO AA OTHF 1 If you use an Avaya BCM system a Press JQ 8 BJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press 4 This option does not appear as a display button option Press HEST Press HEST Press OK Press OK Press CHHG if you want to enable Trivial Password Checking Default is No or press MEAT if you do not want to enable Trivial Password Checking Go to Step 9 Press HET Press 4 to end the session CallPilot Telephone Administration Guide 56 Chapter 3 Working with mailboxes Viewing or editing a Class of Service For information on the Class of Service Settings see Mailbox Class of Service on page 27 To edit a Class of Service Log QUIT RET
40. fax calls the system sends the stored fax messages to the fax machine Add a Fax Overflow mailbox for each fax machine connected to your system If the retry limit is reached for a fax message it is automatically sent to the General Delivery mailbox You can then open the General Delivery mailbox and forward the fax message to a fax machine on your system You should check the General Delivery mailbox regularly You can set up Off Premise Message Notification to notify you when a message is received in the General Delivery mailbox For more information see the CallPilot Reference Guide NN40170 601 Chapter 3 Working with mailboxes 69 To add a Fax Overflow mailbox Log QUIT RETRY DE Log QUIT RETRY Ok Mailbox Admin ADD DEL CHHG Mbox RETRY QUIT Tyre subscriber HEST OF Tyre Hf ax overf lo HEST OK Ext RETR OK Hare RETR BESP OK Retries 99 CHHG HET Retries RETR OK Retriesinx CHHG HET Interval il CHHG OK Interval CHHG OK 1 10 11 12 13 If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press MBO Press
41. fax message in the Fax On Demand mailbox verify that the fax message is received and is ready for customer use To verify the message is ready access the Fax On Demand mailbox and print the new or updated fax messages NN40170 601 Chapter 3 Working with mailboxes 79 To add a fax message to a Fax On Demand mailbox Place the fax in the fax machine 2 From the system fax machine telephone call the voice mail DN If you do not know the voice mail DN on a display set press 3 Log on to the Fax On Demand mailbox e If you use the Avaya Norstar Voice Mail interface and the fax machine telephone does not have a mailbox enter the Fax On Demand mailbox number and password and press e Ifyou use the Avaya Norstar Voice Mail interface and the fax machine telephone has a mailbox press enter the Fax On Demand mailbox number and password and press e If you use the CallPilot interface enter the Fax On Demand mailbox number and press f then enter the Fax On Demand mailbox password and press Press f Press again to add a fax message Enter the Fax On Demand selection identification number The Fax On Demand selection identification number must be a unique number that is a maximum of eight digits The number cannot start with 0 or 9 Press Press START SEND on your fax machine when you are prompted to TheCallPilot session ends when the transmission is complete Deleting a fax from a Fax On Demand mailb
42. hand Handsfree button Mute Hold Ss Hold es Volume Control 2 7 K ED CallPilot Telephone Administration Guide 20 Chapter 1 Getting started Release EoD P You can enter A Feature or Fx _ and the code to use a feature For example press Q to access your mailbox The Avaya 7100 Digital Deskphone works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the Avaya 7100 Digital Deskphone 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 Avaya 7100 Digital Deskphone terminal On Avaya 7100 Digital Deskphone terminals you can answer a second call by pressing C Your active call is put on hold and you connect to the waiting call You can have no more than two active calls at one time Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Eachbutton represents a number and letters of the alphabet To enter a character press the dialpad button that represents the letter or number Press the button again to see the next letter or number To accept a character press or press another button When you press another button the cursor advances and the display shows the first character on the new button To delete a characte
43. mailboxes at various sites on a communication network Target Attendant Lets subscribers set up a Personal Target Attendant Otherwise callers are directed to the Target Attendant specified in the Greeting Table Record A Call Lets subscribers use the Record A Call feature With Record A Call 6J J a subscriber can record an active telephone call The recorded message is placed in the subscriber s mailbox User Interface The user interface used for the mailbox There are two mailbox UI choices Avaya Norstar Voice Mail NVM and CallPilot CP NN40170 601 Chapter 2 CallPilot mailboxes 29 Class of Service values Class of Service 1 2 3 4 5 6 8 Prompt language P A P A A Mailbox message time in minutes 15 15 15 15 5 5 20 20 Message length in minutes 3 3 7 7 3 3 2 2 Message retention period in days 30 30 0 0 7 7 15 15 Greeting length in minutes 1 1 1 1 1 1 10 10 Off premise Message Notification Y Y Y Y N N Y Y Retry intervals in minutes 5 5 10 10 15 15 30 30 Number of attempts 3 3 5 5 7 7 Outbound Transfer Y Y Y Y N N Y Y Incorrect pswd attempts 9 9 6 6 Password expiry in days 90 90 90 90 60 60 30 30 Networking Y Y Y Y N N Y Y Target Attendant Y Y Y Y N N Y Y Record A Call N N N N N N N N Mailbox UI The interface selected from the Installation Wizard as the primary interface Cl
44. maximum of 6 digits If this parameter is set to none no area code is prefixed to the telephone number Access code In North America the access code is usually 9 This number is prefixed to all numbers after Translation to access the local telephone network If your system is attached directly to CO lines set the Access Code to none The default for this parameter is none The field for this parameter is a maximum of 2 digits Reply translation If set to N no the caller must manually trim the Caller ID message information for the number to be dialed on the local network If the reply translation is set to Y yes then the Reply feature uses the Dialing Translation Table to dial the call The default for this parameter is N To make it easier for subscribers set the Reply Translation to Y if a Dialing Translation Table is created If a Dialing Translation Table is not created set the Reply Translation to N CallPilot Telephone Administration Guide 176 Chapter 9 Dialing Translation Setting Dialing Translation properties Setting the Dialing Translation properties makes it easier to build a Dialing Translation Table It is not a prerequisite to set the Dialing Translation properties to operate CallPilot To set the Dialing Translation properties Log QUIT RETR OK Admin MBO AA OTHR Dialing FARM TABLE QUIT Lo dst aci none CHHG HET
45. node to play an Information Message For example Come celebrate with us It s time for Ideal Office Machines annual get to know our customers picnic The annual picnic is on the first Sunday of August from 1 00 to 5 00 p m in Thompson Park See you there If the Home node is an Information Message the caller disconnects at the end of the message You cannot specify another destination For information on destination types see Destination types on page 105 Using an alternate language for the Home node prompt If you record an alternate language Home node prompt you must tell callers about the alternate language option In the primary language Home node prompt tell callers to press 9 if they want to hear the message in the alternate language For example To hear this message in the alternate language press B To place an order press 1 To add your name to our mailing list press 2 To reach our sales department press B To speak with the receptionist press 0 Sub menus A sub menu is any menu that callers hear after the Home node Sub menus can lead to other sub menus A sub menu is a prompt that provides callers with another list of options For example from the Home node a caller can press 8 to reach the Sales department and hear the sub menu options To place an order press i To add your name to our mailing list press 2 To speak with a Customer Service Representative press 8 T
46. ok Morning i gt CHHG PLAY HET 1 10 11 12 If you use an Avaya BCM system a Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press AA Press THBLE Enter a Greeting Table number from 1 to 4 and press OK Press CHHG Press REC At the tone record your primary Custom prompt Speak slowly and clearly at a pace that is easy to understand Press Ok To accept the recording press OK or to re record the prompt press RETR Press OK Press CHHG to assign a new greeting number to this Greeting Table or press MEAT to go to step 13 the afternoon greeting Enter a greeting number and press OK Refer to page 82 for the number of greetings available for your system Press HEST CallPilot Telephone Administration Guide 88 Chapter 4 Setting up the Auto Attendant Afternoons2 13 To continue assigning the Afternoon Evening and Non business one Fee el Greetings to the Greeting Table repeat steps 10 through 12 or Eveningiz if fished assins G il ii CHHG PLAY HEXT if you are finished assigning Greetings press HET until you see the display in step 14 that you can assign a language preference from Hon business 4 CHNG PLAY HEXT If y
47. or an extension CallPilot ignores Held Line Reminder tones Intercom Numbers Inside callers can access CallPilot by pressing an intercom button and entering the extension Access to the CallPilot feature codes and Message for you indication requires an intercom button on the set An intercom button is required to notify an extension of an incoming transfer CallPilot Telephone Administration Guide 200 Chapter 11 CallPilot configuration tips Language choice The CallPilot language capability is independent of the telephone system s language selection for a set CallPilot language availability is determined by the Class of Service assigned to a mailbox Note The CallPilot language option is enabled after a subscriber starts a session Lines If a line programmed to be answered by the Auto Attendant appears on a set it rings when CallPilot transfers the call If a line programmed to be answered by the Auto Attendant does not appear on a set a call is transferred to an intercom line appearing on the intercom button Message Send Reply Waiting Any message notification left by an internal caller can be replied to using the CallPilot message reply options After listening to a message a subscriber can forward a copy of the message to another mailbox or call the message sender Note If a subscriber replies to a message from a one line display phone they must press P after listening to the message Night Servi
48. or default CallPilot Administrator user ID and password For Avaya BCM you can create users with CallPilot rights and you can change the users passwords in Business Element Manager For more information see the Avaya Business Communications Manager Administration and Security Guide CallPilot Telephone Administration Guide 156 Chapter 8 CallPilot operations Operator settings With the Operator settings you can e set the Operator status to On or Off e change the Operator password e reset the Operator password e set the Business Status e assign CallPilot Line answering e change Automated Attendant Status Setting the Operator status Set the Operator status to Yes when your receptionist or operator is available to respond to callers Set the Operator status to No when your receptionist or designated operator goes for a break lunch or leaves in the afternoon When the Operator Status is set to No a caller who requests an Operator is informed the Operator is not available and is transferred to the Automated Attendant to dial another extension or leave a message To set the Operator status 1 Press Je 6 2 Pswd 2 Enter the default operator password 6 J 7 6 7 2 6 6 7 RETRY Ok Operator and press OK To change the Operator password see Changing the Operator password on page 157 Atdt avail 3 Press CHHG to select Y or N CHHG HEST 4 Press to
49. press CHHG and until you see the zone you want to assign 1 2 3 4 5 6 all If you chose overhead paging SPKR in the previous step this step does not appear Press HEXT if you want the page to be retried once or press CHHG and enter how many times you want the system to retry paging from 0 5 Press OK to accept the default retry interval of 15 seconds or press CHHG and enter the number of seconds between paging retries The range is 5 300 seconds Press 4 to end the session Adding a Guest mailbox Assign all Guest mailboxes mailbox numbers that begin with the same digit This helps you to identify the mailbox type CallPilot Telephone Administration Guide 42 Chapter 3 Working with mailboxes To add a Guest mailbox Log QUIT RETR OK Admin MBO AA OTHR Mailbox Admin ADD DEL CHHG Mbox RETR QUIT Tyre subscriber HET OK Exti RETR OK Service class RETR OK Hare RETR BESP OK Directors VES Ho Qutdial Mnone gt CHHG HET Med line Crone CHHG HET Mea line RETR Ok 1 10 11 12 If you use an Avaya BCM system a Press 41 J 6 8 Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b En
50. s dedicated line If a caller is calling from a line for which the mailbox owner has recorded a Personal Mailbox Greeting Call Screening is bypassed and the call transfers without delay If Call Screening is enabled CallPilot calls a mailbox owner s telephone that is call forwarded The default for Call Screening is No which means that unless subscribers have Calling Line Identification CLID they cannot determine who is calling before they answer the call Mailbox Restrictions You can control how a subscriber accesses a mailbox For _J3 8 when you add or change a mailbox the Mailbox Restrictions prompt appears after the Auto Log in prompt You choose whether or not to enable the Mailbox Restrictions You can also enable the restrictions in CallPilot Manager NN40170 601 Chapter 2 CallPilot mailboxes 33 If you enable Mailbox Restrictions a subscriber cannot log in to the mailbox externally If the subscriber attempts to log in externally the prompt You are not allowed to use this feature Exiting the system goodbye is played The system disconnects the caller In addition an internal subscriber cannot administer a restricted mailbox If the subscriber presses 8 the prompt You are not allowed to use this feature is played and the subscriber returns to the main menu This is applicable only to subscriber mailboxes Park and Page With Park and Page external callers can press 6 to page a mailbox s
51. see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press B MBU ala OTAR This option does not appear as a display button option Bilingual 3 Press HEXT CHHG HEST Prim langi xxx 4 Press HEST CHHG HEST Sec langi xxx 5 Press HEST CHHG HEST Grour liste 6 Press HEST CHHG HEST Leading digit 9 7 Press CHHG CHHG HEST Leading digit 8 Enter the new leading digit and press OK RETRY OK 9 Press to end the session Voicemail Voicemail is enabled by default You can disable or re enable voice mail at any time When voice mail is enabled callers who reach an extension that is not answered or is busy transfer to the extension s mailbox If you disable voice mail e external callers cannot leave a message in a mailbox e external callers who use the Automated Attendant can still access Information Mailboxes or press 0 to reach the Operator e Subscribers can still record and send messages from their mailbox to other CallPilot mailboxes NN40170 601 Chapter 8 CallPilot operations 165 e CallPilot users still can leave a message in a mailbox using the Leave Message feature 2 6 e CallPilot users still can transfer internal calls to another mailbox using the Voicemail Transfer feature 1 8 6 To enable or disable voice mail 1 If you use an Avaya BCM system a Press eJBJBJ Enter the
52. storage place for messages on the CallPilot system Mailbox number length The number of digits allowed in a mailbox number The mailbox number length ranges from two to seven digits Mailbox properties Mailbox properties are optional parameters in addition to the Class of Service values The Mailbox properties are Include in Company Directory Alternate Extensions Express Messaging Line Call Screening Message Waiting Notification and Outdial route Menu A menu is a voice prompt you record that provides a caller with a list of up to eight options There is one default pre recorded menu the Auto Attendant Menu that plays after the Company Greeting You can replace this default menu with a custom menu or you can assign the CCR Home Menu to play instead of an Auto Attendant menu Message Waiting Notification Message Waiting Notification provides a mailbox owner with a message notification Message for sou on the display of their telephone Never Full Mailboxes CallPilot mailboxes have a Never Full Mailbox Feature which lets callers leave messages in a mailbox even if the mailbox is full The messages are stored but cannot be accessed until at least one saved message is deleted Operator The Operator is the person whose extension rings when the caller is prompted by the Auto Attendant to Press O for an operator If the Operator is not available callers who request the Operator transfer to the General Delivery
53. system will try to page to the paging zone The default interval of 15 seconds appears This is the number of seconds between paging retries The retry time is measured from the end of the playback of the page To specify a different interval press EHHG and enter a value between 5 300 seconds Press REC to record your primary recordings These recording are played over the paging zone or overhead paging system followed by the park string If you have recorded Customized Digits the entire prompt is played in your voice Press EHD Press SAIE Press YES This display appears briefly Press 4 to end the session CallPilot Telephone Administration Guide 148 Chapter 7 Working with CCR Trees Deleting a Path If you delete a Path all messages prompts and options on the Path are also erased After you delete a Path you cannot recover it To delete a Path 1 If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Logi ee QUIT RETRY OK administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CLR GLIST CCR CCR Admin 4 Press ADMIH ACHIH CCR tree 5 Enter the number of the CCR Tree that you want to
54. the default number length Administrator System Administrator so the combined mailbox number of Mailbox number is Mailbox password is and password is 12 120000 102 1020000 1002 10020000 10002 100020000 100002 1000020000 1000002 10000020000 The default Class of Service for the System Administrator Mailbox is 7 You can change the Class of Service at any time For information on changing the Class of Service see Changing a mailbox on page 50 CallPilot Telephone Administration Guide 24 Chapter 2 CallPilot mailboxes General Delivery Mailbox The General Delivery Mailbox is your company mailbox It is created automatically when the system is initialized for the first time The General Delivery Mailbox stores messages from callers when the Operator is not available from callers who use a rotary dial telephone and when a mailbox is full or a subscriber has not initialized their mailbox Usually the receptionist or designated Operator checks for messages in the General Delivery Mailbox Warning Change the General Delivery Mailbox password as soon as possible to A minimize the risk of unauthorized activity Default General Delivery Mailbox number and password combinations For a mailbox the default System and the default number length Administrator System Administrator so the combined mailbox number of Mailbox number is Mailbox password is and password is
55. the number of fax MESSAGES ee eeeeeeeeeteeeeeetenteeeeeteee 78 To add a fax message to a Fax On Demand mailbox cccccccesssecceesenseeeeeeestseeeeeees 79 To delete a fax from a Fax On Demand mailboX c ccccccssecceeessseeeeesssneeeeeeseneeeeeeeees 80 Setting up the Auto Attendant 2 0 0 cece ee 81 Torco accompany Ct UNG enei an aE EE aan tannin RERE 84 To eT a Greeting Tablas EA REE 87 To comigure how a line 1S AHS Wareg u sississcs cssta cas iin a d a E a ais 91 To change or view how a line is answered 0 eee eee eeeeeeeeneeeeeeeeeeeeeeeeeeeeeeaeaeeeeeeeeeeeeeess 92 To assign OF CHANGE the number Of MMOS sissies ison sseiessaesieesssneidessianasscessiaenianareanieasenn 93 HS SE TMT aA easier a EiS 95 TS FOOTE a phone MULTI 5 sss gies eas asad tesa ibadaeteavecedeeee lidar ieaiaes acted eaeeaeeedieeR eS 98 To change or delete a phone number in the CLID Routing Table cccceeeees 100 Custom Call ROWING 2 65 cect ccivecnicsicessieviedicwurecwieeas 101 Broadcast and Information messages 0eeee eee eens 107 To record and send a Broadcast message Avaya Norstar Voice Mail 0 108 To record and send a Broadcast message CalllPilot ceeeceeeeeeeeeeteeeeeeeeeeeaeeees 108 To record an Information mailbox message cccis ccccssseecssinsscocsssues vere tdeaavecctttnarsecsentaes 111 Working with CCR Trees 20 cece eee eee eee eee 113 To puka COR WOR assist
56. to direct their calls The call rings at the appropriate telephone You can send calls to the appropriate mailbox instead depending on time of day If you use Time of Day Blocking when a caller dials an extension or name the call goes to the corresponding mailbox If no initialized mailbox exists for the extension the caller hears The person you have called is not available followed by the CCR menu voice prompt If a fax machine calls the Automated Attendant or CCR tree at a time of day when you have enabled Time of Day Blocking the call is transferred to the fax extension Menu Repeat key Callers can press a digit that lets them repeat the current menu prompt The Menu Repeat key takes priority over any CCR Tree or Auto Attendant menu items that are already configured and applies to all CCR Trees and Auto Attendant menus in the Greeting Table If you enter 0 as the Menu Repeat key callers hear the previous menu and cannot access the Auto Attendant or a CCR Tree menu NN40170 601 Chapter 4 Setting up the Auto Attendant 87 To set up a Greeting Table Log QUIT RETR DE Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LINES Grtd table FETE OK AA menu prompti Y CHHG OK Promet pri PLAY REC QUIT Record prompts RETR OK Accert Prompt RETR PLAY OK AA menu Prompt iH CHHG FEC Ok Morning CHHG PLAY HET Greeting RETR
57. to make the external transfer This type of transfer is called a Link transfer Not all phone lines allow Link transfers Ask your telephone service provider if your lines support Link transfers before you program CallPilot to use Link transfers To perform a Link transfer for a CCR external transfer you must press before the telephone number For example for the telephone number HEI EJEIMeIB 4 6 6 _J 6 4 is the telephone number dialed For information on preventing unauthorized calls using outdial see Outdial route on page 30 To add a Transfer to an external number 1 If you use an Avaya BCM system a Press B Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Log ae GUIT RETRY OK administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CCR GLIST CCR CCR Admin 4 Press ADMIH ACHIH NN40170 601 Chapter 7 Working with CCR Trees 125 CCR tree RETR ok Tree x CHHG QUIT Path RETR EHD OK MEHL IMFO OTHE SFER LUMSG OTHE Transfer ExT IHT Qutdial lt line gt CHHG HET HHHHI RETR ok Accert x RETR OK P
58. you select the page can be repeated until the parked call is answered An unanswered call returns to the CCR Tree CallPilot Telephone Administration Guide 106 Chapter 5 Custom Call Routing An example of a CCR Tree Home node To place an order press To add your name to our mailing list press To speak to our sales department press To speak to our service department press To speak to our receptionist press 0 Transfer Sub menu Mailbox Sub menu Transfers the call to the Service department To leave an order request press To speak to the sales department press To be included on our mailing list leave your name and To speak to the order desk address after the press tone Destination PREV To place an order press To hear about our sales contest press Information Information message Our weekly specials are Destination PREV Transfer Transfers the call to the order desk Mailbox Leave your contact information and a sales person will contact you Destination DISC Park and Page Parks the call and pages the sales department message Ideal Office Machines is having a sales contest NN40170 601 107 Chapter 6 Broadcast and Information messages About Broadcast messages You can send Broadcast messages if you need to send a message to every initialized mailbox on your phone system Broadcast messages play on all mailboxes initialized with
59. 10 100000 100 1000000 1000 10000000 10000 100000000 100000 1000000000 1000000 10000000000 The default Class of Service for the General Delivery Mailbox is 1 You can change the Class of Service at any time For information on changing the Class of Service see Changing a mailbox on page 50 The General Delivery Mailbox can receive messages before it is initialized but you must initialize it before you can retrieve messages from it For information about initializing mailboxes see Initializing a mailbox on page 35 Subscriber mailboxes Create a Subscriber mailbox for each person in your organization who needs to receive messages The default password for a newly created subscriber mailbox is 0000 A Subscriber mailbox must be initialized by the mailbox owner before it can receive voice messages Until a mailbox is initialized it cannot receive voice messages it does not appear in the Company Directory and any calls that are directed to it are rerouted to the General Delivery Mailbox NN40170 601 Chapter 2 CallPilot mailboxes 25 Guest mailboxes Create Guest mailboxes for people who do not have an operating extension but require a mailbox A Guest mailbox must be initialized by the mailbox owner before it can receive messages When you create Guest mailboxes assign mailbox numbers that begin with the same digit This identifies the mailbox type Create Guest mailbox numbers that begin with a digit that is dif
60. 14 Fax message adding to a Fax On Demand mailbox 78 Fax On Demand one call method 77 two call method 77 Fax On Demand mailbox adding a fax message 78 adding toa CCR Tree 80 deleting a fax 79 maximum number of faxes 77 recording a greeting 75 79 feature codes one button access CCR Tree 133 Forwarding calls troubleshooting 184 G General Delivery Mailbox disabling 168 enabling 168 overview 24 troubleshooting 183 Greeting Table Alternate Language 83 assigning a greeting 85 overview 82 NN40170 601 Index 217 Primary Language 83 recording Company Greetings 83 setting up 85 using the Alternate Language 82 Greetings Afternoon 85 assigning to a Greeting Table 85 Evening 85 Morning 85 troubleshooting 183 Group List delete 67 Group Message 62 numbers 62 troubleshooting 186 Guest Mailbox 42 adding 41 42 overview and examples 25 H Home node Custom Call Routing CCR 104 Information Mailbox adding 44 overview 26 recording greeting 110 Initializing a mailbox 35 Intercom numbers CallPilot Feature Compatibility 199 L Language choice CallPilot Feature Compatibility 200 Line configuration viewing and changing 92 Log prompt troubleshooting 184 Mailbox locked out 48 185 cannot be added 185 Class of Service 27 Express Messaging Line 32 General Delivery 24 Guest 41 Information 44 initializing 35 Message length 27 Message Waiting Notification 30 Outdial route 30 pa
61. 5 fe cso eee iias rasi wacked kE eek E 146 CallPilot Telephone Administration Guide 10 Contents POCO air all acyeseaiasestedsa beidte br ohare oun ee eehee EREN 148 Chapter 8 HIP IIT operations 2c icccbccdwiticce reds beads straen ismas 151 Aboutrteseting CAIPWO cicccvi dened Sxeusa wes Khaw coed ehiaeed audience 151 initializing CallPilot 52 2 s5 csgeiedGe ver eeee dees rat rde sewer ee eead asad 153 Resetting the System Administrator password 0 000 cece eee eee 155 Operator Sends caus cakes PERS WERE HERES CREE RORERER ROU Phd eEr eee 156 Setting the Operator status 0 00 c cee eae 156 Changing the Operator password 00 00 c eee eee 157 Resetting the Operator password 000 cece eee 157 Changing the Operator default extension 00 00 cee eee ee 158 Setting the Business Status 0 0 0 0 cece tees 158 Changing greetings or the Business Status from a remote telephone 159 Seting up line ANSWERING a20ceioc0eeictaercearucesrgdaeredaas cess 159 Setting the Automated Attendant status 2 0 0 c cee eee 161 CallPilot default system OPtiONG ac 2 05 ve cad ceased Page ekee vider as eee ee nes 162 Language availabilty iso rrrrersreenkinidni deta eo GON otis bh Sak one Sean 162 Group List loading digit lt sccccnaenccas keene se eoae ane aden ENRETE ERKA 163 HOC G0 22ep 4 ce HES ee ESE ERASE ERAS ORE FREER ORR TE 164 Company OMI i eseis scales sd oa Sma ch Se S
62. 598 Incoming number 4165981111 matches destination 2 3 416 Incoming number 4169998888 matches destination 3 4 5198853895 Incoming number 5198853895 matches destination 4 5 519 Incoming number 5198853896 matches destination 5 For the CLID Routing Table to work your company must e subscribe to CLID services from your local telephone company e have the appropriate hardware for your systems a CI Trunk cartridge for example To set up a CLID Routing Table you e enter a phone number e assign a destination A destination can be a Greeting Table mailbox extension CCR Tree or a node on a Tree CallPilot Telephone Administration Guide 98 Chapter 4 Setting up the Auto Attendant To route a phone number Log QUIT RETR ok Admin MBO AA OTHR Call id table ADD CHHG QUIT Pri RETR OK 1 If you use an Avaya BCM system a Press PJ BJBJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Enter Press ABD Enter the phone number or the leading digits of a phone number up to 13 digits and press OK Each phone number assigned to the CLID Routing Table must be unique NN40170 601 Chapter 4 Setting up the Auto Atten
63. 90527 etc etc 135 more 135 more entries entries 905 1905 1 Explanation The Table does not attempt to translate international telephone numbers The Table removes the 416 area code and dials all calls as 7 digits These telephone exchanges can be dialed as local no long distance charges 10 digit calls from the 416 area All other 905 numbers not listed in the Input column above are long distance numbers and must be dialed as 11 digit long distance numbers Any numbers that start with digits other than 011 416 and 905 are long distance and have 1 added as a prefix A sample Dialing Translation Table from a site with area code 206 near the border with area code 360 INPUT OUTPUT 011 011 20644 44 206626 626 etc etc 40 more 40 more entries entries 206 1206 360224 360224 360227 360227 360472 360472 360 1360 1 Explanation The Table does not attempt to translate international telephone numbers Due to the site location some calls can be dialed as local 7 digit numbers All other 206 numbers require 11 digit long distance dialing These 360 numbers can be dialed as 10 digit local numbers but all other 360 numbers are 11 digits long distance numbers All numbers starting with other than 011 206 and 360 are long distance and have 1 added as a prefix NN40170 601 Chapter 9 Dialing Translation 175 An example of a Dialing Tra
64. 985 Transfer to mailbox Feature 986 Interrupt Feature 987 Record A Call Feature 989 Message storage times Avaya BCM 200 hours CallPilot Telephone Administration Guide 206 Chapter 12 Default configuration values NN40170 601 207 Glossary AA See Auto Attendant Administration The tasks involved in setting up and maintaining Mailboxes Greetings CCR Trees and CallPilot configuration Alternate extensions When a caller dials an extension that is programmed to have one or more alternate extensions CallPilot rings at all of the sets simultaneously The first set to answer accepts the call The other sets cannot access the line or use the Interrupt Feature Feature 987 to access the answered line Alternate extensions are available only on Subscriber mailboxes Alternate Greeting A greeting that is recorded for a Personal Mailbox and played only on exceptional occasions such as absence Alternate Language A secondary language used for greetings and prompts To use an Alternate Language you must enable the Bilingual Option The Alternate Language cannot be the same as the Primary Language Attendant sign ON OFF A task performed by a company Receptionist or designated Operator that indicates to CallPilot when an Operator is available to answer calls Auto Attendant The CallPilot answering service that answers incoming calls with a Company Greeting play
65. ABD Enter the Fax Overflow mailbox number Press HEST until you see the display in step 6 Press OK Enter the Fax Overflow mailbox extension number Enter the Fax Overflow mailbox name and press OE The name can be a maximum of 16 characters For information on entering names using the telephone dialpad see Using the dialpad on page 20 Press CHHG Enter the number of retries and press OK The default is 99 and the range is 1 99 Press HEAT Press CHHG Enter the retry interval time and press OK The default interval is one minute This is a two digit value The range is 1 60 minutes CallPilot Telephone Administration Guide 70 Chapter 3 Working with mailboxes Interval ix 14 Press OK CHNG ss Repeat these steps for each Fax Overflow mailbox you want to add to your system 15 Press to end the session Changing Fax Overflow mailbox parameters You can change any parameter assigned to the Fax Overflow mailbox except for the mailbox number If you want to change a mailbox number you must first delete the mailbox and then add the new Fax Overflow mailbox NN40170 601 Chapter 3 Working with mailboxes 71 To change the parameters of a Fax Overflow mailbox Log QUIT RETRY Ok Peuicd Pew RETR Ok Admin MEO AA OTHR Mailbox Admin ADD DEL CHHG Mio RETR QUIT Ext CHHG HET 1 Ifyou use an Avaya BCM system a Pre
66. AGM IM CCR tree RETR OK Hew tree x BUILE QUIT z Home Meru REC OTHE OK kec Pri prompti RETRY Ok Accert Prompt RETRY PLAS OK Path RETR EMC OK Tree x ZANE FEIHT QUIT Save as tree x YES OTHR GUIT 1 If you use an Avaya Business Communications Manager Avaya BCM system a Press 8 6 Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press OTHR Press CLR Press ABMIH Enter a tree number from 1 to 99 If the tree number is one digit you must press OK If the tree number is two digits you do not have to press OK Press BUILD Pick up the handset and press REC At the tone record your Home Menu or Information message and press OK to end the recording Do not replace the handset If you want to listen your recording press PLA or if you want to accept your recording press OK 10 Press EHD 11 Press SAVE 12 Press YES CallPilot Telephone Administration Guide 116 Chapter 7 Working with CCR Trees Tree saved 13 This display appears briefly CCR Admin 14 Press to end the session ADMIN Adding nodes to the Home node If you create a CCR Tree with
67. Administration and Security Guide b Enter the user password and press OK Admin 2 Press OTHR MBO AA OTHF Admin 3 Press GLIST GLIST CCR OTHF Grour List Admin 4 Press DEL ADD DEL CHHG GList 5 Enter the number of the Group List you want to delete RETR GUIT rour List Hamet 6 Press DEL DEL GUIT GList deleted 7 This display appears briefly Group List Admin 8 Press to end the session ADD DEL CHHG CallPilot Telephone Administration Guide 68 Chapter 3 Working with mailboxes Fax mailboxes for Avaya BCM If you have an Avaya BCM system various Fax mailbox options are available To enable each option you must have a keycode e Fax Messaging keycode enables the use of Fax in Subscriber Mailboxes e Fax Overflow keycode enables Fax Overflow e Fax On Demand keycode enables Fax On Demand e Fax Suite keycode enables Fax Messaging Fax Overflow and Fax On Demand For more information about keycodes see the CallPilot Manager Set Up and Operation Guide Adding a Fax Overflow mailbox If you use an Avaya BCM system and you have either the Fax Overflow or Fax Suite keycode enabled you can add a Fax Overflow mailbox A Fax Overflow mailbox is a mailbox for your fax machine If the fax machine cannot answer the incoming fax call the call is answered by CallPilot The fax messages received are stored in the Fax Overflow mailbox When the fax machine is ready to accept
68. Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press HA Press TABLE Enter the Greeting Table number and press OK Press OK Press HEXT until you see this display Press CHHG if you want to assign a CCR Tree to the Greeting Table for the morning or press MEAT if you do not want to assign a CCR Tree and go to step 10 Enter the number of the CCR Tree that you want to assign to the Greeting Table for the morning If the number of the CCR Tree is one digit you enter the number and press OK If the number of the CCR Tree is two digits enter the tree number You do not have press OK CallPilot Telephone Administration Guide 132 Chapter 7 Working with CCR Trees Tree enabled 9 This display appears briefly Morri CCR tree x 10 Press HEXT if you want to assign afternoon evening and CHNG NEAT non business CCR Trees to the Greeting Table or press C to end the session NN40170 601 Chapter 7 Working with CCR Trees 133 Testing a CCR Tree After you a build a CCR Tree and assign it to a Greeting Table test the CCR Tree To test the CCR Tree call the company number and test each node Check that e the Home node routes the call as designated e each transfer routes the caller to the intended destination e each prompt has correct information e messages are courteous and easy to understand One button access to CCR tree
69. E LINES Line number 4 Enter the line number and press QE RETRY Ok Linel Ans i 5 Use HEXT and CHHG to view the assigned lines or change the answer CHHG HEST status You can press to return to step 4 and select a line number without having to go through the entire list 6 When you are finished viewing and changing lines press C to end the session NN40170 601 Chapter 4 Setting up the Auto Attendant 93 Assigning the number of rings before CallPilot answers You can assign the system to answer incoming calls after a specified number of rings The number of rings ranges from 0 to 12 If you leave the number of rings at zero the system answers immediately For lines equipped with Calling Line Identification CLID you must set the number of rings to two or more if you use analog lines CLID is not provided until just prior to the second ring so assigning the number of rings to 0 or 1 prevents CLID from being relayed You do not have to set the number of rings to two or more for CLID if you use BRI PRI or VoIP lines For more information about the type of lines you use contact your Avaya Norstar administrator Without CLID personalized greetings CLID Routing Table and other features related to CLID do not work To assign or change the number of rings 1 If you use an Avaya BCM system a Press RJBJBJ Enter the telset User ID that has voice mail administration rights and press OK For information about creati
70. ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed the
71. From this Web site you can locate the Training contacts link on the left hand navigation pane Getting help from a distributor or reseller If you purchased a service contract for your Avaya product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller for assistance Getting technical support from the Avaya Web site The easiest and most effective way to get technical support for Avaya products is from the Avaya Technical Support Web site at www avaya com support NN40170 601 23 Chapter 2 CallPilot mailboxes About installing mailboxes You install mailboxes by enabling a keycode The keycode enables the number of mailboxes that you can add to CallPilot On a BCM you can have up to 1000 mailboxes see Enabling a keycode on page 170 for information on how to enable keycodes System Administrator Mailbox The System Administrator Mailbox e is reserved for the System Administrator e is created automatically when the system is initialized for the first time e is where you send Broadcast Messages from Only the System Administrator can access the System Administrator Mailbox Remember to check this mailbox for messages Warning Change the System Administrator password as soon as possible to l f D minimize the risk of unauthorized activity Default System Administrator Mailbox number and password combinations For a mailbox the default System and
72. Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Task List GORNO SE osc o cc oe coe lewee tects cuacesiseclecuesesscces 13 CallPilot mai
73. Mailbox Greetings and Information Mailbox Greetings Company Greetings are played by the Auto Attendant to incoming callers Personal Mailbox Greetings are played to callers who want to leave a message in a selected mailbox Information Mailbox Greetings are played to describe goods or services available to callers Greeting Tables A table for storing recorded Company Greetings start times assigned to the greetings and the lines that are answered by CallPilot There are four Greeting Tables CallPilot Telephone Administration Guide 210 Glossary Group Lists A collection of mailbox numbers that are assigned a special Group number by CallPilot When a message is sent to a Group List all the mailboxes in the list receive the message Guest Mailbox A Guest Mailbox is a type of Subscriber mailbox for people who do not have a permanent extension but require a mailbox Guest mailboxes receive and store messages the same way that Subscriber mailboxes do Home Menu The Home Menu is the first CCR menu that callers hear after they hear the Company Greeting The Home Menu provides a list of single digit options to a caller A caller after listening to the Home Voice Menu selects the option by pressing a number on any tone dial telephone A Home Menu can be programmed to offer eight options By default O is reserved for reaching the Operator and P offers the menu in the Alternate Language The Home Menu can also be a rec
74. R RETR OK HHHH AL OK Path RETR EHD OK Tree x SAWE PRINT QUIT Save as tree x YES OTHR QUIT Tree saweg 10 11 12 13 14 15 16 17 18 19 Enter the number of the CCR Tree you want to add a Transfer node to and press OE Press CHHG Enter the Path number and press OK For example to create a Transfer node on the second level of a CCR Tree enter 1 1 The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Transfer node Press OTHR Press FER Press EXT Press HEXT if you want to use a line as the outdialing method or press CHHG if you want to select a line within a line pool Press CHNG again if you want to select a route Enter the line or pool number and press OE Although line pools are labeled by a letter such as A B or C the system accepts only numbers such as 1 2 or 3 When you enter a line pool use 1 for A 2 for B 3 for C and so on Press OF to accept the line or pool number Enter a destination telephone number up to 30 digits and press OK Press OE to accept the destination phone number or press ADD to add more digits Refer to Adding special characters to an external transfer number on page 127 for more information Press EHD Press SANE Press YES This display appears briefly CallPilot Telephone Administration Guide 126 Chapter 7 Working with CCR Trees
75. RY DE Admin MBO AA OTHR Mailbox Admin ADD DEL CHHG Service class RETRY OF Service classi x RETR OK Hamel gt CHHG DE Hamel gt RETRY BESP Ok Language Prim CHHG HET Language Alt CHHG HEST 1 If you use an Avaya BCM system a Press e BJ BJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press MBO Press fi This option does not appear as a display button option Enter the Service class number you want to change and then press Ok The number can be 1 to 16 The displays shows the service class number Press 0K If you want to change the mailbox name press CHHG If you do not want to change the name press OK and go to step 8 Enter the name and press OK The name can be a maximum of 16 alphanumeric characters and cannot contain blank spaces Press CHHG if you want to change the Primary language or Press HEXT if you do not want to change the primary language Press CHHG if you want to change the Alternate language or Press HEXT if you do not want to change the Alternate language NN40170 601 Chapter 3 Working with mailboxes 57 Max bxs Time CHHG HEST
76. Subscriber mailbox on page 38 NN40170 601 Chapter 2 CallPilot mailboxes 35 Initializing a mailbox Initializing a mailbox prepares the mailbox to receive messages A mailbox cannot receive and Initializing a mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the default password to the new password e recording the mailbox owner s name in the Company Directory Follow the procedure that pertains to the type of telephone interface you use Note After you set up and initialize your mailbox you can manage your mailbox using a telephone and F981 or online using Mailbox Manager You access Mailbox Manager at http lt BCMIPaddressOrHostName gt Mailbox Manager To initialize a mailbox 1 Press 479 8 J 2 Logon by following the voice prompts Must change rawd 3 This display appears briefly to indicate that you must change your password Paud 4 Enter a new password from four to eight digits long that does not RETRY Ok start with zero Press OK or J AJaini 5 Reenter your new mailbox password and press OK or RETRY Ok Record name 6 Atthe tone record your name in the Company Directory RETRY Ok Include your mailbox number in the recording For example Pat Smith mailbox 5813 Press OK or to end the recording Accert namei 7 Press OK or to accept the recording RETRY PLAY O
77. T Pade tyre none CHHG OK Zoner 1 CHHG OK Retries 1 CHHG HET 34 35 36 37 38 39 40 41 42 43 Press CHHG if you want to change the Mailbox Restrictions status for the subscriber or press HEST Press CHHG to change or assign an Express Messaging Line or press HET and go to step 32 Enter an Express Messaging Line number between 1 and 500 and press OK Press HEAT Press CHHG if you want to change the subscriber s settings to N so that their Express Messaging Line mailbox accepts both fax and voice messages to Y so that their Express Messaging Line mailbox accepts only fax messages or press HET Press CHHG if you want to change the Call Screening status or press HET and go to step 34 Press HEST Press OK to accept the page type shown or press CHHG to change how you want calls to be paged in the internal zone SETS overhead paging SPKR or BOTH Press OE to accept the zone shown or press CHHG and enter the Zone from 1 6 that you want paged in or press ALL If you chose overhead paging SPKR in the previous step this step does not appear Press HEST to accept the page retries shown or press CHHG and enter how many times you want the system to retry paging from 0 5 NN40170 601 Chapter 3 Working with mailboxes 55 Interval 15 44 Press OK to accept the retry interval shown CHHG OF f press CHHG and
78. This is the System Administrator s Personal Mailbox Target Attendant The Target Attendant is assigned to answer a telephone when a caller opens a mailbox to leave a message and presses 0 to reach the Operator Time of Day Blocking See Auto Attendant Time of Day Blocking on page 207 Tone dial telephone A push button telephone that emits DTMF tones Transfer node On a CCR Tree a Transfer node provides a caller with access to an extension or an external number A Transfer node is assigned a one digit number that appears in a menu When this number is pressed the caller automatically transfers an extension or external number Voice prompts The prerecorded voice instructions that are played to callers when they access CallPilot features and options Voice prompts guide a caller along the call Path of a CCR Tree CallPilot Telephone Administration Guide 214 Glossary NN40170 601 215 Index A Afternoon Greeting 85 Alternate extensions 31 Alternate Language 82 83 Analog Station Module 198 Analog Terminal Adapter 198 ATA 2 and ASM CallPilot Feature Compatibility 198 Autodial CallPilot Feature Compatibility 198 Auto Login 31 Automated Attendant Business Status 158 changing the status 161 greetings 82 troubleshooting 183 Broadcast message about 107 recording 107 Business Status setting 158 C Call Display Information troubleshooting 183 Call Forward All Calls 192 No Answ
79. When external mailbox initialization is disabled mailboxes can be initialized only from an internal telephone Subscribers who try to access an uninitialized mailbox from an external number are denied access After the subscriber initializes their mailbox from an internal telephone they can access their mailbox from any tone dial telephone To enable or disable External Mailbox Initialization 1 If you use an Avaya BCM system a Press RJ BJB Enter the telset User ID that has voice mail administration rights and press OK ggg For information about creating a user with voice mail QUIT RETRY DE administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press 7 J 7 J EUA al ate This option does not appear as a display button option External initiH 3 Press CHNG to toggle between Y and N CHHG OF External init 4 Press OK CHHG Ok 5 Press to end the session CallPilot Telephone Administration Guide 172 Chapter 8 CallPilot operations NN40170 601 173 Chapter 9 Dialing Translation About Dialing Translation Dialing translation is a process by which the number of an incoming call from a public network is translated by a translation table into a number that can be recognized and dialed on the local network using the Reply feature For Dialing Translation to occur you must cre
80. a 30 Resting udag csi sn ceervateren reseed hoes edd iee E re eew eae mes 33 Initializing AMAIDOX g cceeceshis ede eG bate enee eee DERE K hee eee eee ES 35 Checking which mailbox interface you use 1 2 0 es 36 Chapter 3 Working With MallbOxGS 2 66 ccc r cei ccsdee as cesar sceeceeteecews 37 Adding a Subseriber mailbox c serc ssrt se dene sees ee eda eee eee risia Eee eS 37 CallPilot Telephone Administration Guide 8 Contents Adnoga Guest MADOX pccew iGhinGesages iriak abbas ede nes be neengses 41 Adding an Information MADOX siss 2405 0eeei eu bh Se4s ee I Ne eet ead ee BRE 44 Adding many mallboxesS 2on8 cad Se aoe sR ee Oe eee eee ome 45 About mailbox passwords 212225552 5a 0006s iset iarria beari iE rar ESES 48 Changing a MADOX 226s ace io terra EER EERE ER Oe ds 50 Viewing or editing a Class of Service 0 00 c eee 56 Deleting A MADOX ssis cee ie Peete terono erar eee vee aad eeeebiedeeeee en 60 EC Carle ari et eek eh ae ee he eh toe eee 61 About Sending Group List messages 000 cece eens 62 About Group List Numbers 244 02425 02005 08beneereresawsear ease beges 62 Ang ea A Es uaa ciei aa die ik Sea ho E dat cos eo ae ahah Heh 63 Changing a Group Ust ccacverccseresgedeideeasigeubahs Eee s EEDE 65 Deletang a Group Wel 6 ou 5 hh hee oY ERT PRES FSA KORRES EEG ese ers 67 Fax mailboxes for Avaya BOM 24 5456 0c 05 bos Race bea wR t eR DRE ee RE 68 Adding a Fax Overflow mailbox 00 0 cece eee 68 C
81. a Home menu node and you have more choices than you can conveniently fit in the Home menu you can create sub nodes To create sub node menus add a Menu node to your Home menu node If the Home node is an Information node you cannot add a sub node and the call disconnects automatically after the Information message plays After you determine how many options to offer in a menu you must determine where each option directs the caller After you assign a Menu sub node create another set of nodes in the next level of the tree The nodes can be another Menu node an Information node a Transfer node a Park and Page node or a Mailbox node You can assign up to eight nodes to each menu A Menu sub node gives callers single digit access to another list of options For example if your Home node menu is To place an order press To add your name to our mailing list press 2 To reach our sales department press 3 To speak with our attendant press 0 Callers can press to hear more options such as To hear our weekly specials press To speak with the Order Desk press 2R NN40170 601 Chapter 7 Working with CCR Trees 117 Adding a Menu node Create a Menu node to organize choices for your callers or when you have more choices than can fit on one menu You can add a menu node to a CCR Tree at any time To add a Menu node Log QUIT RETRY Ok Admin MBO AA Admin GLIST CCE CCR Admin
82. able a CallPilot option Contact your vendor if you want to trial or purchase a keycode CallPilot options are as follows Message Networking Message Networking links the CallPilot system with other voice mail systems and allows the exchange of voice messages between users at different sites CallPilot supports Digital networking and Audio Messaging Interchange Specification AMIS networking For information about Message Networking see the CallPilot Message Networking Set Up and Operation Guide Contact Center Contact Center is an application that handles incoming calls as efficiently and economically as possible Contact Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Calls can be routed based on the origin of the call the destination of the call or the information entered by the caller Callers can be given high or low priorities Callers can overflow to different groups or skillsets of agents transfer out of the system leave a message and hear announcements or informative messages For information about Contact Center see the Contact Center Set Up and Operation Guide Fax Fax is a CallPilot option that enhances your office communications by providing incoming and outgoing fax capability With Fax callers can send and retrieve fax messages as easily as they send and retrieve voice messages The Fax option includes Fax Mail Fax On Demand and Fax Overflow Fax Ans
83. and 971 to 978 For example e F941 sporting goods e F942 meat department CallPilot Telephone Administration Guide 134 Chapter 7 Working with CCR Trees e F943 customer service When F9xy is used Auto Attendant 1 transfers the call at the user s set to the voice mail DN and immediately answers the call at that DN 2 places the caller at node y in tree x as if the user had pressed digit x at the Home menu node For example if the node is a Park and Page node then the park and page is performed A call comes into Customer Service and the caller wants to talk to someone in Sporting Goods The Customer Service representative presses the preprogrammed button on the phone F941 The system parks the call and a page plays Sporting Goods please pick up XXX XXX is the park code for example 101 or 102 The Sporting Good representative presses Intercom and XXX to pick up the call The example is for a Park and Page node The same process occurs for all types of nodes To set the feature code range and numbers Logi 1 If you use an Avaya BCM system QUIT RETR Ok a Press 2 JJB BJ Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Psu Guide RETRY OK b Enter the user password and press OK
84. and mailbox is Hello You have reached Paddy s Dance Studio fax information hotline If you are calling froma fax machine telephone you can receive information on class schedules and prices registration forms and upcoming special events To receive class schedules and prices press 1_ To receive registration forms press 2 To receive information about upcoming special events press 8 After you have entered the required numbers press Start on your fax machine An example of a greeting for a two call method Fax On Demand mailbox is CallPilot Telephone Administration Guide 76 Chapter 3 Working with mailboxes Hello You have reached Paddy s Dance Studio fax hotline You can receive information on class schedules and prices registration forms and upcoming special events To receive class schedules and prices select document 1 To receive registration forms select document 2 To receive information about upcoming special events select document 3 Enter the telephone number of the fax machine you wish to have the faxes sent to If you are calling from outside the 403 area code include your area code To record a Fax On Demand greeting 1 Press JQ 8 1 Follow the voice prompts or the display button options to open the Fax On Demand mailbox 2 If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 3 If you use the Avaya Norstar Voice Mail interface e Pre
85. and the caller hears The person you have called is not available followed by the subscriber s mailbox greeting While a call is being paged the system plays the mailbox spoken name and park string for example John Doe 101 The park string is played in the standard voice prompts or customized digits if you have recorded them See the CallPilot Manager Set Up and Operation Guide for how to record customized digits Note To use Park and Page you must have a park prefix defined in your system s gt telephony programming If you change the park prefix you must wait 15 minutes for the change to take effect If you want the change to be effective immediately you must reboot your system If you have an Avaya BCM see the Avaya Business Communications Manager Networking Configuration Guide Restricting Outdialing You can apply dialing restrictions to Avaya Business Series Terminals CallPilot Telephone Administration Guide 34 Chapter 2 CallPilot mailboxes To restrict outdialing Do one of the following e In system programming assign dialing restrictions to the extension of the subscriber For additional information see your system documentation e Insystem programming assign dialing restrictions to the lines used for outdialing For additional information see your system documentation e When changing or adding a mailbox do not give outdialing capabilities to a subscriber s mailbox See To add a
86. artment press B To speak with our receptionist press 0 The Customer Service and Sales department This department has two receptionists two customer service representatives two sales agents a sales manager and a customer service manager CallPilot is set up to answer all calls Callers can select either customer service or sales from the CCR Home Menu voice prompt Incoming calls for customer service transfer directly to the customer service receptionist Incoming calls for sales transfer directly to the sales receptionist The managers Bridge Stone managers have a personal CO line that appears on their private telephone and their receptionist s telephone The receptionists answer the managers calls and then transfer the calls to the manager s telephone The receptionist s phone is CFNA to CallPilot NN40170 601 Chapter 11 CallPilot configuration tips 197 If a manager is unavailable to take a call the call rings back at the receptionist s set The receptionist handles the call by asking the caller to leave a voice message in the manager s mailbox If the caller wants to leave a message the receptionist transfers the caller using the CallPilot Transfer feature _ 9 6 When CallPilot is set up this way CFNA for the manager s set is not used The receptionist answers the manager s calls and uses CallPilot s Transfer feature to transfer the caller to the manager s telephone The CallPilot Tra
87. as Lehn ea a a a ash ae ce E 166 CUTAN ceased ere ee Cee eee Rea i h bows Haro bGee DEERE Ode Rees 167 General Delivery Mailbox 000 c eee 168 Minimum Message Length xccscwnss Kaas eke eo Gane ea Rae deed eean eg eae 169 Enabling A KeyG0de 0c6 00icc08beGREG det i eee deeds eee ede dienes one 170 Extemal Mailbox initialization Socccc c cu kk eew ee bee en Oe Ree Ree pee eS 171 Chapter 9 Dialing Translation 6 ii cde estates ed esi ear re civenseetnaed tenis 173 About Dialing Translation scc2cc0ccee scam eeee Sewanee Reece homme ema 173 How the Dialing Translation Table works 0 0000p eee eee eee 173 Examples of Dialing Translation Tables irssrrersreriesereererreraresssa 174 Setting Dialing Translation properties 0 00 c eee eee ee 176 Building a Dialing Translation Table 00 eee eee 178 Reviewing entries in the Dialing Translation Table 0 0 00s e aes 179 Changing a Dialing Translation Table entry 0000 c cece eee 180 Deleting a Dialing Translation Table entry 0 00 eee eee 181 Chapter 10 Troubleshooting CallPilot 000 e eee ee eee eee 183 CallPlot error Message S occ cccceerey sedeee bear ehengaes ePeae Os wan OES 187 NN40170 601 Contents 11 Chapter 11 CallPilot configuration tipS 0 cece eee eee eee 191 Delayed answering by the Auto Attendant 0 0c eee eee 191 Ringing lines and answer buttons 0 2
88. ass of Service 9 10 11 12 13 14 15 16 Prompt language P A P A P A P A Mailbox message time in minutes 10 10 30 30 120 120 120 120 Message length in minutes 3 3 7 7 10 10 2 2 Message retention period in days 365 365 60 60 90 90 45 45 Greeting length in minutes 1 1 2 2 Off premise Message Notification Y Y N N Y Y Y Y Retry intervals in minutes 5 5 10 10 15 15 30 30 Number of attempts 3 3 5 5 Outbound Transfer Y Y N N Y Y Y Y Incorrect pswd attempts 9 9 9 9 Password expiry in days 90 90 90 90 60 60 30 30 Networking Y Y N N Y Y Y Y Target Attendant Y Y N N Y Y Y Y Record A Call N N N N N N N N MailboxUI The interface selected from the Installation Wizard as the primary interface If the Message Networking option is installed 0 indefinite never expire P Primary Language A Alternate Language CallPilot Telephone Administration Guide 30 Chapter 2 CallPilot mailboxes Mailbox options Apart from mailbox Class of Service settings you can change these mailbox options e Company Directory e Message Waiting Notification e Outdial route e Alternate extensions e Auto Login e Express Messaging Line e Call Screening e Mailbox Restrictions e Park and Page Mailbox properties are not included in a Class of Service When you add a mailbox you can change these options without changing the Class of Service Company Directory The Company Directory is an internal list that contains
89. assigned to the Greeting Table The business hours are set incorrectly The system time and date are incorrect for your telephone system Greetings play on the wrong line Verify that your lines are assigned correctly If you find the information is incorrect you must reassign lines to the Greeting Table Refer to Configuring line answering on page 91 CallPilot Telephone Administration Guide 184 Chapter 10 Troubleshooting CallPilot A telephone cannot be forwarded to the system If you try to forward your incoming calls to the system and the display shows Forward denied it is possible that you are forwarding to the wrong extension number Use Feature 985 to display the correct extension number for the system and compare this number to the extension that you are trying to forward your telephone to Feature 981 produces a Log prompt on the telephone display Whenever the Log prompt appears on the display it can be caused by the telephone not having an assigned mailbox If the extension does not have an assigned mailbox CallPilot requests both a mailbox number and a password A subscriber cannot reply to an external caller or use Off premise Message Notification or Outbound Transfer An Outdial method must be assigned before a subscriber can reply to an external caller using the Reply feature or use Off premise Message Notification or Outbound Transfer Before a subscriber can reply to a message from an external caller an
90. ate a Dialing Translation Table that recognizes the digits of an external number and translates them into a number that can be dialed by the system The business telephone system also consults the restrictions and schedules tables prior to dialing the number The Dialing Translation Tables are necessary only for the Reply feature CallPilot does not require the tables in order to function normally How the Dialing Translation Table works A phone number is derived from information attached to an incoming Caller ID message The number is then searched for by the CallPilot in the Dialing Translation Table If the leading digits of the telephone number match a Dialing Translation Table Input value the number CallPilot searches for in the Dialing Translation Table the Output value is substituted for the Input value This change results in a telephone number that can be dialed on the local network Changing the number usually involves removing an area code or inserting an access code based on the dialing rules of the local network For example if a local number is prefixed with the long distance code 1 it is removed by the Dialing Translation Table The Dialing Translation process is immediate so calls do not take any longer to dial Some telephone numbers do not need to be changed before dialing CallPilot functions without a Dialing Translation Table Phone number Translation The Dialing Translation Table must define each possible case where a
91. ays a password remains active If the maximum number of days is exceeded the mailbox password expires The mailbox owner can open the mailbox but cannot access messages or perform other mailbox functions until they change the password This announcement plays when the mailbox is opened after the password expires Your current password has expired You must change your password Please enter your new password and press After the new password is entered the mailbox returns to normal operation Warning Set the Class of Service for password expiry to a low value so that mailbox A owners must changed their password frequently A mailbox with a Class of Service with a high or indefinite password expiry interval setting is vulnerable to unauthorized access CallPilot Telephone Administration Guide 50 Chapter 3 Working with mailboxes Changing a mailbox After you add a mailbox you can change the mailbox e password e extension e Class of Service e display name e appearance in the Company Directory e Message Waiting Notification e outdial route e Alternate extension e Auto Login e Express Messaging Line e Call Screening e Park and Page Note Reset a password only if the mailbox owner forgets it or is locked out The password for a reset mailbox is 0000 Mailbox owners cannot access their messages until they change the default password After you reset a mailbox password tell the mailbox ow
92. ble you can change the Output value of an entry at any time You cannot change the Input value of an entry You must delete the entry and create a new entry with new Input and Output values Refer to Deleting a Dialing Translation Table entry on page 181 To change an entry in the Dialing Translation Table Log QUIT RETRY OK FARM TABLE HWEXT Admin MBO AA OTHR RETR OK Dialing Dial Table ADD CHHG QUIT Inval outwal HEST OTHER Inval outwal CHHG DEL FIH Out RETRY Ok Outi xxx RETR OK If you use an Avaya BCM system a Press 4 Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press 8 BJ This option does not appear as a display button option Press TABLE Press CHHG Press OTHR Inval outwal is an example of a Table entry Press CHHG Enter a new output value up to 15 digits Press OE to accept the output value or press RETR to enter a new output value Press CC to end the session NN40170 601 Chapter 9 Dialing Translation 181 Deleting a Dialing Translation Table entry You can delete an entry in the Dialing Translation Table at any time To find the entry you
93. cceeeeeseeeeeteeeeneeeeeees 181 Troubleshooting CallPilot 21s cccascsssiccdvesirvseracsevscvics ss 183 CallPilot configuration tips 2 0 cece eee 191 On Your tee DanC aU iaai a teehee apes A 193 TaS conma Toop aug 193 Greeting Table 1 for On Your Toes suririseisisireniireiinerieriN Tati rT era EN ENEE 194 Te SoS PI aana Ra a a a 194 Bridge Stone Engines 6 emer errr isie a Ekia aE O ES E N 195 TUS COATE CEDON anon age 195 Greeting Table 1 for Bridge Stone Engineering sessesssesssessrrssrreersrserirsernssrrnserne 196 The Customer Service and Sales department ccccceseeeeeeeeeeeeeneeeteeeeeeneeeeenaeees 196 eS MISES ss ciara narinieg eee ee 196 NN40170 601 Task List 5 Shipping arid PGC OIV INNS eierci tidalocesaniads SE 197 Default configuration values 000 cece eee eee 203 GIGSEANY s occas ssi asias cat dende ens cee emc RE AE deserewna lt 207 CallPilot Telephone Administration Guide 6 Task List NN40170 601 Contents Chapter 1 Getting stared si ccccciccaiwiesderedascdevecesen tees Enna 13 ARONS GNE 4 tied oserei eh ce dais 38 ber Chee odes SkEA Sedo e eee EES 13 APOM CAFO cccepicne ionii CERERE REAR TOSE RANA en cans 13 CAPII OPIS 2s cirrriat oreraa E E ARAE 14 Uom C AIPHA a tack E awe E E N x 15 URE ae eee ee eee ee ee a ee ee ee EAE 15 eh he ee ee ee ee eee ee ee ee ee rer ee re ee 15 Symbols and text conventions 00 00 ccc eee 16 Related publications
94. ce When Night Service is activated and the CallPilot prime extension is specified as the Night Ring extension for an incoming line a caller immediately hears the CallPilot Auto Attendant Prime Set When you configure lines on your system you can designate CallPilot as the prime extension CallPilot answers with the Auto Attendant Private line When private lines are assigned to a set programmed to ring CFNA to CallPilot is answered by the set s mailbox If a private line is the only appearance on that set CallPilot transfers calls through the intercom button Note If the private line is not programmed to appear but not to ring CFNA is not activated Ringing line preference Lines programmed as Ring only to telephone extensions are recognized by CallPilot Features such as CFNA and CFAC to CallPilot are not recognized by non ringing lines programmed to a telephone extension Refer to Call Forward No Answer CFNA on page 198 Call Forward All Calls CFAC on page 198 and Answer buttons on page 198 NN40170 601 Chapter 11 CallPilot configuration tips 201 Service Modes With the Service Modes feature you can program the telephone system to forward all incoming calls to CallPilot during specific time periods such as lunch time or non business hours CallPilot answers with the Auto Attendant Transfer Callback Calls through the Auto Attendant that transfer to an extension without CFNA are
95. d Busy or Call Forward All Calls to the CallPilot extension number In these cases Personalized greetings depend on the CLID information that is received prior to the second ring if you use analog lines Personalizzed greetings do not play if the Auto Attendant is set to answer at 0 or 1 ring The Primary or Alternate personal mailbox greeting plays instead Change the number of rings to 2 or greater NN40170 601 Chapter 10 Troubleshooting CallPilot 185 Mailboxes do not accept messages A mailbox does not accept messages if e itis not initializzed e CallPilot message storage capacity is full Messages are removed from a mailbox If messages are removed check the message retention period in the mailbox Class of Service You can assign a class of service with a longer message retention period Refer to Class of Service values on page 29 for the Class of Service values for message retention To change the Class of Service to a Class of Service with a longer message retention period see Changing a mailbox on page 50 A subscriber lost the mailbox password A forgotten password cannot be recovered The password associated with the mailbox must be reset to the default password 0000 After a password is reset to the default the mailbox owner must change it in order to use the mailbox To reset a password see Changing a mailbox on page 50 A mailbox owner cannot access their mailbox A subscriber cannot access their ma
96. d message is too short SrPeak uF Appears if you record a greeting or message and do not meet the minimum volume level Do not use Handsfree Speak directly into the handset of your telephone my buss Appears if the maximum number of users are accessing CallPilot NN40170 601 191 Chapter 11 CallPilot configuration tips This chapter describes system configuration enhancements that maximize the efficiency of CallPilot Delayed answering by the Auto Attendant The Auto Attendant can answer any call on specified Central Office CO telephone lines after a specified number of rings CallPilot answers incoming calls if the Installer programs CallPilot to be the prime telephone for one or more designated CO lines The Delay Ring Transfer DRT feature transfers unanswered calls on these lines to the Auto Attendant after the specified number of rings Note DRT applies only to incoming calls on the assigned line It does not affect extension calls between telephones Ringing lines and answer buttons If two or more telephones have a ringing line appearance of the same incoming telephone line and one of these telephones is programmed with the Call Forward All Calls CFAC or Call Forward No Answer CFNA forwarded to CallPilot features incoming calls on the incoming telephone line are directed to the mailbox of the programmed telephone For example if a marketing receptionist s telephone has a ringing li
97. dant 99 Destination TABLE EXT OTHR Call id table ADD CHHG QUIT 5 Choose a destination To route the phone number to a Greeting Table e Press TABLE e Enter a Greeting Table number from 1 to 4 e Press OK To route the phone number to an extension e Press EXT e Enter the extension number e Press OK To route the phone number to a mailbox e Press OTHR e Press MBOX e Enter the mailbox number e Press OK To route the phone number to a CCR Tree e Press OTHE e Press CCE e Enter the CCR Tree number from 1 to 8 e Press OK e Enter the path number in the CCR tree e Press OK 6 Repeat steps 3 through 5 for each phone number you want to route 7 Press to end the session CallPilot Telephone Administration Guide 100 Chapter 4 Setting up the Auto Attendant To change or delete a phone number in the CLID Routing Table Log QUIT RETR ok Admin MEO AA OTH Call id table ADE CHHG QUIT PR RETR OK maratt CHHG HEST OTHR PRISER DEL FH QUIT 1 If you use an Avaya BCM system a Press RJBJBJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Enter Press CHHG Enter the phone n
98. described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE
99. dication for all voice channels This allows CallPilot channels to be monitored during busy periods Automatic Set Relocation Must be set to No when changing the CallPilot extension and connections between the telephone system Call Forward All Calls CFAC Any ringing line or answer button appearance on a set forwards to the extension specified by the call forwarded set extension If CFAC is used a caller immediately transfers to the mailbox of the CFAC extension Call Forward No Answer CFNA Any ringing line appearance on a set can be CFNA to the extension specified after the programmed number of rings CFNA is not applicable in an Auto Attendant application If Delayed Ring Transfer DRT is being used for CallPilot answering ensure that the number of rings for CFNA on any of the sets with ringing appearances of lines to be answered by the Auto Attendant is equal to or higher than the number of rings for DRT CFNA takes precedence over DRT and Transfer Callback if it has a lower number of rings Camp On The Camp On Feature cannot be used to access CallPilot If a caller calls the extension and there is no answer the caller cannot use the Camp On Feature Ask the caller to wait a few moments and try the CallPilot extension again NN40170 601 Chapter 11 CallPilot configuration tips 199 Delayed Ring Transfer DRT To use CallPilot as a secondary line answering position set DRT 1 Assign the CallPilot extension as
100. e Auto Attendant 85 Setting up a Greeting Table To set up a Greeting Table you e can record a Custom prompt if you want to replace the Auto Attendant Menu e assign Greetings for each time of day to the Greeting Tables e assign a language preference if you use bilingual operation e assign a Greeting Table Attendant e assign a CCR Tree e set your company s Business Hours Note You must build a CCR Tree before you can assign it to a Greeting Table For information on building a CCR Tree see Building a CCR Tree on page 113 Custom prompts You can record a Custom prompt to replace the Auto Attendant Menu prompt We recommend that you record prompts that are at least eight seconds long In the Custom prompt you can provide the caller with a list of options such as choosing the alternate language accessing the Company Directory and reaching an operator You can record a Primary and an Alternate Custom prompt for each Greeting Table Greeting For each Greeting Table you can assign what Greeting plays for each time of day Language preference You can set the language preference for each Greeting Table This setting determines which language the Auto Attendant uses when answering incoming calls If the CallPilot bilingual option is not enabled you cannot set up a language preference Greeting table attendant A Greeting Table Attendant overrides the designated Operator If the Attendant does n
101. e the Interrupt feature Q 8 7 on an alternate extension the same way the same way they use J3 8 7 ona primary extension If you delete the primary alternate extension using RJ 8 J 8 J the second alternate extension is automatically deleted Auto Login Auto Login is an option that makes logging on easier With Auto Login subscribers don t have to enter their mailbox number and password Subscribers with Auto Login can enter 41 J9 8 1_ and immediately be logged on to their mailbox The telephone from which subscribers use Auto Login must be their primary or alternate telephone Auto Login is disabled by default CallPilot Telephone Administration Guide 32 Chapter 2 CallPilot mailboxes Express Messaging Line When you create a Subscriber mailbox you can assign an Express Messaging Line to it if subscribers want to have fax and voice calls go to the Subscriber Mailbox without ringing at their extension Callers hear the mailbox greeting and can leave voice and fax messages When Message for you appears on the telephone display subscribers can open their mailbox and access their voice and fax messages You must enable the Fax option so subscribers can receive fax message on the Express Messaging Line For an Avaya Business Communications Manager Avaya BCM system you can set up an Express Messaging Line as Fax Only If you select the Fax only option the
102. e themselves along the Path Primary Greeting The main greeting played in a Personal Mailbox to callers who want to leave a message Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the CallPilot default setting 0000 Resetting CallPilot Returning CallPilot to its original default settings Special Mailboxes The two mailboxes used by the System Administrator and designated Operator The two Special Mailboxes are System Administrator and General Delivery Sub menu A sub menu is any menu presented to the caller after the Home Menu Sub menus can lead to other sub menus A total of nine sub menus can be added to a CCR Tree Subscriber A subscriber is a mailbox owner Subscriber mailboxes include Subscriber and Guest mailboxes Subscriber mailboxes e are assigned to subscriber by the System Administrator e include both Subscriber and Guest Mailboxes NN40170 601 Glossary 213 e are maintained by the mailbox owner e can be listed in the Company Directory under the subscriber s name e are protected by a password that can be changed by the subscriber or reset to 0000 by the System Administrator if the password is forgotten System Administrator The person responsible for configuring updating and maintaining the CallPilot system System Administrator Mailbox One of the two Special Mailboxes Used by the System Administrator for sending Broadcast Messages
103. ed snap aa la danas adnan oa iso ada aOR 113 Toorat a FONE NOTE viissada an aiaa a enemies 115 CallPilot Telephone Administration Guide 4 Task List Toad RS NEONO genre eee cence rere ne reer rer fey eenen eer eee ere rere rere ee re 117 Toadd an MOV WAN OM NOGE ernieren 119 Toad a NARO O yna erere recenere errs ere e rene reer eer teeter reer 121 Toadd a Transfer to an extemal NUMDET iescccccstcoccssisvecestiess easttens tens tieasetiondenscises 124 Toadda Farmand Page MOUE eneiniad 129 To assign a CCR Tree to a Greeting Table ccccceceeeseeeeeeeeeeeeeeeteneeeeeaeeeeteeeeenaeees 131 To set the feature code range and numbers secccceesseneeeeeseeeeeeeeseeeeeenenseeneetens 134 Oeibelee Tee cine eae aan eh ee 136 We eae a TO honnak a 137 Forcier a Wall DODE ss ciatchens sasdesnisagrtaniccarntanmaucnaeiaria aS 140 Gea ee ee oT UL8 RY lo Greener renere te peererere te eer entre ty rene re Teer tech tr err Te 142 To change a TANA NOTE tassios eaeeakoui eee 144 Toeehange a Paik and Page MOJE sirsnciuinasdninin a 146 To delta PFa na Ra E EENE EEN 148 GallPil ot oper ti ns iciicrorrsriadiissrier ieai ine kian Aetna 151 Tresor O i a a a E errr err TT 151 Tomiie CAF ainar A a ea orereny ete err enae 154 To reset the Avaya BCM System Administrator password ccccceeeeteeeesteeeeeeeeees 155 Te St Tis SON StA Esrari rE NETE NAE E 156 To changes Operator pass Word irisean naei EEEE A 157 To change the Opera
104. eeting Press 4 to end the session CallPilot Telephone Administration Guide 112 Chapter 6 Broadcast and Information messages NN40170 601 113 Chapter 7 Working with CCR Trees Building a CCR Tree Note To minimize the potential of service disruptions avoid working on CCR Trees during periods of peak activity Callers can experience answering delays while you are working on a CCR Tree To build a CCR Tree 1 Create the Home node The Home node can be either a Menu node or an Information node If the Home node is an Information node e record an Information message If the Home node is a Menu node e create the sub nodes The sub nodes can be Menu sub nodes Information nodes Mailbox nodes Park and Page nodes Transfer nodes 2 Assign the CCR Tree to a Greeting Table You can assign a CCR Tree for each time of day 3 Test the CCR Tree CallPilot Telephone Administration Guide 114 Chapter 7 Working with CCR Trees Creating a Home node Begin to build a CCR Tree by creating a Home node Create a Home menu node if you want to give callers a list of options Create an Information message Home node if you want callers to disconnect after they hear the Information message NN40170 601 Chapter 7 Working with CCR Trees 115 To create a Home node Log QUIT RETRY OK Admin MBO AA OTHR Admin GLIST CCR CCR Admin
105. ells callers to press zero to reach company information For example Good Afternoon This is On Your Toes Dance Studio To reach our studio press 4 6 To listen to one of our special announcements press 0 to reach the Operator When a caller presses zero have the Operator provide a list of the Information mailboxes and transfer the caller accordingly A call disconnects after the Information mailbox greeting plays except NN40170 601 Chapter 2 CallPilot mailboxes 27 e if the call is extended by the Auto Attendant the call disconnects or returns to the Auto Attendant according to the Return to AA setting e if the Information mailbox is the Mailbox node of a Custom Call Routing Tree the call disconnects or returns to the Home menu or returns to the previous menu according to the Next Action setting of the Mailbox node The maximum length of the greeting is determined by the Class of Service The default settings for Class of Service 7 and 8 allow greetings that are up to 10 minutes in length If CallPilot is configured as bilingual the Information mailbox has greetings in primary and alternate languages The rules for bilingual prompting determine which one of these callers hear Callers press a dialpad button depending on which country they are in to switch to the other greeting While they listen to the Information mailbox greeting callers can use playback commands such as pause resume fo
106. end the session NN40170 601 Chapter 8 CallPilot operations 157 Changing the Operator password You can change the Operator password at any time It must be between four and eight digits and cannot begin with a zero To change the Operator password 1 Press eJeJBJ Pswd 2 Enter the Operator password or the default Operator password RETRY La 6 7 8 7 8 6 7 Operator and press Ok Choose Oreration 3 If you are using an Avaya BCM system press OFER OPER MODE Atdt avail H 4 Press F CHHG HET Paud 5 Enter a new Operator password between 4 and 8 digits RETRY OF and press OE Atdt avail 6 Press to end the session CHHG HEST Resetting the Operator password You can reset the Operator password if it is forgotten Resetting the Operator password resets the Operator password to the default of 6 7 8 J 7 e 8 6 7 Operator Reset Password WES HO 1 Press 2 6 Seti KAHK 2 Press 7 J HET Pswd 3 Press B Z B BJE ZUB 7 7 7 GB CResetoperpswd RETRY Ok and press DE or J Press YES or J CallPilot Telephone Administration Guide 158 Chapter 8 CallPilot operations Changing the Operator default extension When callers request to speak to your company Receptionist or Operator CallPilot transfers the call to the Operator s extension You can change the receptionist or designated Opera
107. er 192 Call methods Fax On Demand 77 one call method 77 two call method 77 Call Record in Class of Service 28 CallPilot Call answering 93 configuration for medium business 195 configuration for small business 193 default password 35 resetting 151 troubleshooting 183 CallPilot error messages 187 CallPilot Feature Compatibility ATA 2 and ASM 198 Autodial 198 Camp On 198 Delayed Ring Transfer DRT 199 Disconnect Supervision 199 Do Not Disturb DND 199 Intercom numbers 199 Language choice 200 Messages 200 Night Service 200 Prime Set 200 Private line 200 Service Modes 201 Set Relocation 198 Timeout 199 Transfer Callback 201 CallPilot options Contact Center 15 Desktop Messaging 15 Message Networking 15 Unified Messaging 14 Camp On CallPilot Feature Compatibility 198 CCR adding a Fax On Demand mailbox 80 CCR Tree changing 136 deleting 148 designing 103 Destination type 142 disabling 136 erasing a Path 148 Mailbox node 121 140 overview 103 planning 103 setting feature code range and numbers 134 Transfer node 144 troubleshooting 187 Class of Service 27 Call Record 28 default values 29 greeting length 28 mailbox message time 28 message length 28 message retention period 28 networking 28 number of attempts 28 Off premise Message Notification 28 Outbound Transfer 28 password attempts 28 password expiry 28 CallPilot Telephone Administration Guide 216 Index prompt language 28 retry
108. er the number of the Fax Overflow mailbox you want to delete DIF QUIT Mbox name gt 5 Press DEL DEL GUIT Mailbox deleted 6 This display appears briefly Mailbox Admin 7 Press BEL to delete additional mailboxes ALD DEL CHHG or press C to end the session NN40170 601 Chapter 3 Working with mailboxes 73 Adding a Fax On Demand mailbox If you use Avaya BCM and have either the Fax On Demand or Fax Suite keycode enabled you can add a Fax On Demand mailbox About Fax On Demand mailboxes With a Fax On Demand mailbox external callers can retrieve fax messages from your system To set up a Fax On Demand mailbox you must 1 2 3 4 Add a Fax On Demand mailbox From your set initialize the Fax On Demand mailbox Record a greeting for the Fax On Demand mailbox From your set choose the one call or two call method and the maximum number of faxes that callers can request From a fax machine telephone add fax messages to the Fax On Demand mailbox From your set record a Fax On Demand mailbox greeting that lists the faxes available and tells callers how to retrieve them You can include a Fax On Demand mailbox in a CCR tree With CCR callers can select options to direct their own calls For more information about CCR see Custom Call Routing on page 101 CallPilot Telephone Administration Guide 74 Chapter 3 Working with mailboxes To add a Fax On Demand mailbox Log
109. ess CHNG CHHG HEST Transfer 10 Press IHT if you are changing an internal extension ExT IMT or press EXT if you are changing an external extension Ext 11 Enter the new extension number you want to transfer to and press CHHG HEST HEST Path 12 Press EHD RETRY EMD OF Tree x 13 Press SAVE SAWE QUIT Save as tree x 14 Press YES YES OTHF QUIT NN40170 601 Chapter 7 Working with CCR Trees 145 Tree saved CCR Admin AGM IM 15 This display appears briefly 16 Press to end the session CallPilot Telephone Administration Guide 146 Chapter 7 Working with CCR Trees Changing a Park and Page node To change a Park and Page node Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR CCR Admin ADMIH CCR tree RETR Ok Tree x CHHG QUIT Path RETR EHD OK x Fage CHHG EFASE OK EXT CHHG HET afr b ore page H CHHG HET Page Tare CHHG OK 1 10 11 If you use an Avaya BCM system a Press p Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press OTHE Press CCR Press ABMIH Enter the number of the CCR Tree that you want to change and press
110. ess OTHR MEHL INFO OTHE 9 Press LUMSG SFER LWMSG OTHR CallPilot Telephone Administration Guide 122 Chapter 7 Working with CCR Trees Moe 10 Enter the mailbox number DIF QUIT or press DIF to access the Company Directory Destination 11 Select a destination PREU MONE MEIRE press FREN if you want to return the caller to the previous menu or press HOME if you want to return the caller to the Home node or press DISC if you want to disconnect the call For more information on destinations see Destination types on page 105 Path 12 Press EHD RETR EMD Ok Tree x 13 Press SALE ZANE QUIT Sawe as trea x 14 Press YES YES OTHR QUIT Tree saved 15 This display appears briefly CCR Admin 16 Press to end the session ADMIH NN40170 601 Chapter 7 Working with CCR Trees 123 Adding a Transfer node A Transfer node directs a caller to an internal extension or an external number You can add a Transfer node to a CCR Tree at any time To add a Transfer to an internal extension 1 If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Log QUIT RETRY OK administration rights see the Avaya Business Communications Manager Administration and Security Guide b En
111. event callers from having lengthy CallPilot sessions or if you use CallPilot behind a private exchange system To change the Automated Attendant status 1 If you use an Avaya BCM system a Press 9 JB Enter the telset User ID that has voice mail administration rights and press OE Lag For information about creating a user with voice mail GUIT RETRY DE administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press AA MEO AA OTHR Auto Atdt Admin 3 Press GETG GETG TABLE LINES Greeting admin 4 Press AA GETG AA Return to AA Y 5 Press CHHG CHHG HET If you select N callers cannot return to the Automated Attendant Menu prompt after they leave a message 6 Press to end the session CallPilot Telephone Administration Guide 162 Chapter 8 CallPilot operations CallPilot default system options You can change these default CallPilot system options e Language availability on page 162 e Group List leading digit on page 163 e Voicemail on page 164 e Company Directory on page 166 e Outdialing on page 167 e General Delivery Mailbox on page 168 e Minimum Message Length on page 169 e Enabling a keycode on page 170 e External Mailbox Initialization on page 171 Language availability You can disable or enable
112. ferent than the Subscriber mailbox numbers For example if Subscriber mailbox numbers start with two Guest mailboxes can start with the number four When to use Guest mailboxes Guest mailboxes can provide a temporary employee with CallPilot services give clients access to internal messaging and call routing and let customers leave telephone orders You can use Guest mailboxes to e take personal catalog shopping orders e list classes or seminars and let callers register by telephone e give frequent customers access to CallPilot services Using a Guest mailbox for telephone registration This example shows how to set up a Guest mailbox with announcement and order taking capabilities When you provide services that let a customer call into a mailbox include the mailbox number in the greeting This lets a caller transfer directly to the mailbox To use a Guest mailbox to provide telephone registration you must first determine a mailbox number Make sure that the Guest mailbox number is unique and is not assigned to any display telephone extension Next record the mailbox greeting For example This month we are pleased to provide the following courses Jazz Dancing Made Easy Intermediate Jazz Dancing Warming Up for that Big Performance and Beginner Ballet If you are interested in any of these courses please leave your name and telephone number after the tone One of our instructors will contact you with more information
113. fo if you are changing an Information node Press HEST Press CHHG Change the destination type press FREN return the caller to the previous menu or press HOME to return the caller to the Home node or press DISC to disconnect the call Press OE Press EHD Press SANE NN40170 601 Chapter 7 Working with CCR Trees 143 Sawe as tree x 15 Press YES YES OTHR QUIT Tree saved 16 This display appears briefly CCR Admin 17 Press to end the session ADMIH CallPilot Telephone Administration Guide 144 Chapter 7 Working with CCR Trees Changing a Transfer node To change a Transfer node 1 If you use an Avaya BCM system a Press 41 JQ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Loa administration rights see the Avaya Business QUIT RETRY OF Fibs ae y Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CCR GLIST CCR CCR Admin 4 Press ADMIH AGM IM CCR tree 5 Enter the number of the CCR Tree that you want to change and RETRY Ok press OF Tree x 6 Press CHMG CHHG QUIT Path 7 Enter the Path number of the node you want to change and press OK RETRY EHD OF x afer 8 Press CHHG CHHG ERASE OF Exti xx 9 Pr
114. hanging Fax Overflow mailbox parameters 0 00 cece eee eee 70 Deleting a Fax Overflow mailbox 00 cece eee 71 Adding a Fax On Demand mailbox 00 00 cee eee 73 Recording a Fax On Demand mailbox greeting 0 0c eee eee 75 Changing the parameters of a Fax On Demand mailbox 77 Choosing a Fax On Demand call method 0000 c eee eee 77 Setting how many fax messages callers can request 00000 ee eee 78 Adding a fax message to a Fax On Demand mailbox 00000 0 ee 78 Deleting a fax from a Fax On Demand mailbox 000 cee eens 79 Adding a Fax On Demand mailbox to a CCR Tree 0 0 cee 80 Chapter 4 Setting up the Auto Attendant 0c eee eee 81 About Ine Auto Attendani on ccna ec hai ee Sn shack ie Kae eee we Be 81 Coen alee s6n cae oAe eR aes ahs CaS RK RARE CSS BARE PRE R SRR RRR RES 82 About Company GICCUNGS occ ec 5chasceddciesasedher seveededdeseaniens 83 Recording a Greeting osesciceni neins ia eh oy kod Laer ea E om ka dee 84 Setting up a Greeting Table seccse0 ee vee ct edhe deed hes be eea eee e eee 85 Configuring Me Answering shes cS bede w eee eee titid Gee ewes oboe eee S 91 Changing line configurato csiaccassadnceecome ne ceawayeecseedvakwee eae 92 Assigning the number of rings before CallPilot answers 000000s 93 Seting p Touchtone GAIE seas Gewese bk Ceo k r kepere whe Eee ER REE neues 95 About
115. he Class of Service press CHHG or press HEXT and go to step 12 Enter a Class of Service from 1 to 16 and press HEXT If you want to change the mailbox owner s display name press CHNG or press MEAT and go to step 15 CallPilot Telephone Administration Guide 52 Chapter 3 Working with mailboxes HHHMH KX 13 Enter the mailbox owner s last name press enter the RETRY BESP Ok mailbox owner s first name or initial and then press OK For information on entering names using the telephone dialpad see Using the dialpad on page 20 HHHH KX 14 Press HEXT CHHG HEST Directora i 15 If you want to change whether the mailbox owner s name is eea E E E included in the Company Directory press CHHG or press HEAT and go to step 17 Directory H 16 Press HEXT CHHG HEAT Msa waiting Y 17 If you want to change message waiting notification for the mailbox CHHG HET press CHNG or press HEST Qutdial lt xxxx 18 Press CHNG if you want to change the outdial method CHHG HET or press HEXT and go to step 22 Qutdial lt xxxx gt 19 Press HEXT if you want to use the outdial method shown on the CHHG HET display or press CHHG if you want choose another outdial method KRHKI 20 Enter the Line or Pool number and press OK RETRY Ok Although line pools have a letter such as A B or C CallPilot accepts only numbers If you enter a line pool use 1 for A
116. he display button options to open the Fax On Demand mailbox FaxOnbemand 2 Press ADMIH or f FASES AGMIH Mailbox admin 3 Press 6 GREET FPSWO QUIT Method Two call 4 Press EHHG or 1 to choose the one call method LNG OES In this display Two call represents the current call method The two call method is the default call method If the current call method is correct press HEXT or Limit 5 Press CHHG or and enter the number of faxes a caller can ane oE request The maximum is eight Limit 6 Press OK or RETRY OF Limit 7 7 Press OK or again to accept the number of faxes a caller can CHHG DE request In this example the limit is changed to 7 8 Press to end the programming session Adding a fax message to a Fax On Demand mailbox You add fax messages to a Fax On Demand mailbox from a fax machine telephone If you use the Unified Messaging option you can use Unified Messaging to add fax messages to a Fax On Demand mailbox For information about creating and sending fax messages in Unified Messaging see the Unified Messaging Configuration Guide and Mailbox Manager online help You must enter a selection identification number when you add a fax message from a fax machine telephone to a Fax On Demand mailbox The selection identification number is used by callers to select the document they want to retrieve Immediately after you add or update a
117. he previous alternate extension Enter the fifth Alternate extension and press OK Press HEST Press HEYT if you do not want to enable Auto Login for the subscriber and go to step 31 or press HHG and then press HEXT Press HEST if you want to enable Mailbox Restrictions for the subscriber and go to step 32 or press HHG and then press HEXT Press CHHG to assign an Express Messaging Line or press MET and go to step 36 Enter an Express Messaging Line number between 1 and 500 and press OK Press HEAT Press HEST if you want the Express Messaging Line mailbox to accept both voice and fax messages and go to step 36 or if you want the Express Messaging Line mailbox to accept only fax messages press CHHG NN40170 601 Chapter 3 Working with mailboxes 41 Fax Line Onlu Y CHHG HEST sfersiblingd CHHG HET Pade tyre none CHHG OK Zonei 1 CHHG OK Retries 1 CHHG HET Intervwaliis CHHG OK Mailbox Admin ADD DEL CHHG 36 37 38 39 40 41 42 Press HET if you want the Express Messaging Line to accept only fax messages and not voice messages Press HEMT or press CHHG if you want to enable Call Screening Press OK to accept the default page type of none or press CHHG to choose how you want calls to be paged in the internal zone SETS overhead paging SPKR or BOTH Press OF if you want paged calls to go to Zone 1 or
118. heir mailbox NN40170 601 Chapter 10 Troubleshooting CallPilot 189 Message Meaning Mailbox locked Appears if a subscriber surpasses the maximum number of incorrect password attempts The mailbox cannot be opened until the password is reset Mbox exists Appears if an existing mailbox number is entered while adding a mailbox Mbox in CCR Appears if you try to delete a mailbox assigned to a CCR Tree Mbox nearly full Appears if the maximum message storage time is almost reached in a mailbox This is determined by the Class of Service Tell the subscriber to delete any unnecessarily stored messages in the mailbox This message appears when a subscriber first logs on to the mailbox Messages cannot be stored in this mailbox until some are deleted Mbox needed Appears if you did not assign a mailbox to Lvmsg Mbox not init Appears if an attempt is made to access a mailbox that is not initialized Me9 needed Appears if a message for Information node has not been recorded Must change Pswd Appears if you try to access a mailbox that is not initialized or the password has been reset Initializing a mailbox includes changing the default password Must record name Appears if a mailbox owner s name is not included in the Company Directory Harme too lona Appears if you add or change a mailbox owner s name and the characters exceed the allowable limit of 16 The
119. ho use the Automated Attendant e tosubscribers whosenda message from their mailbox or use the Leave Message feature 2 6 J To enable or disable the Company Directory 1 If you use an Avaya BCM system a Press 9 JB Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Log a wae GUIT RETRY ok administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press 4 MBO AA OTHF This option does not appear as a display button option Woice Mail 3 Press HEST CHHG HET Dir availi 4 Press HEXT to choose a search mode CHHG HET or press HHG to toggle between Y and No Match Firstname 5 Press OK to search by first name CHHG OF or press EHHG to select last name or first and last names 6 Press to end the session NN40170 601 Chapter 8 CallPilot operations 167 Outdialing You can designate the maximum number of voice channels that CallPilot can use at one time to place outgoing calls The default number of voice channels assigned for outdialing is one 1 Outdialing calls are placed when you use Off premise Message Notification Outbound Transfer or AMIS networking Set Outdialing channels to no more than half of the total channels available on CallPilot Ensure you reserve eno
120. hone Administration Guide 64 Chapter 3 Working with mailboxes To add a Group List Log QUIT RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHR Grour List Admin ADD DEL CHHG GListi xxx Ok Record name RETR OK Accert name RETR PLAY OK Hare RETR BSEP OK Mbox DIR QUIT KEKE KK RETR ADE Member added 1 10 11 If you use an Avaya BCM system a Press Q9 8 B Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press OTHR Press GLIST Press ADD Press OE CallPilot assigns a Group List number automatically At the tone record the Group List name and press QE to end the recording This Group List name is played to any caller who leaves a message for the mailboxes using the group To listen to your recording press PLAY or to accept the recording press 0K or to record the name again press RETR Enter the Group List name maximum 16 characters and press OK Enter the number of the first mailbox you want to include in the Group List If you do not know the number of the mailbox press DIF to search the Company Directory Press ABD This display appears b
121. hour must be preceded by a Zero Press HEST Press CHHG Enter the Monday Afternoon start time and press AM or PH Press HEST Press CHHG Enter the Monday Evening start time and press AM or PH Press HEST Press CHHG Enter the Non business start time and press AM or PM CallPilot Telephone Administration Guide 90 Chapter 4 Setting up the Auto Attendant Mo nonb lt 89 81 gt em 39 Press DAY CHHG DA HET Tu morni lt 12 8aan 40 Repeat steps 23 through 34 for each day of the week CHHG DAY MEAT 41 Press to return to the Auto Atdt Admin display and continue setting up Greeting Tables or press C to end the session NN40170 601 Chapter 4 Setting up the Auto Attendant 91 Configuring line answering CallPilot can answer all of your incoming lines or just the lines you specify Before CallPilot can answer an incoming line you must assign the line and set the Answer status to Yes For information on the Answer status see Setting the Business Status on page 158 Each line you add is answered by Greeting Table 1 unless you specify another table To configure how a line is answered Loa QUIT RETR Ok Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LIHES Line number RETR OK Lineil Ane iH CHHG HET Line Ans AA CHHG TABLE WEST Lineil Tableil CHHG FIHGS HEST Grtd table RETRY DE Lineil Tab
122. ihe CUD Routing Table ser ireeraeee bop een cag ead skin EENE ENER 97 Chapter 5 Custom Call Routing 24 cccccvaescdseceeaseeriesssannaceasans 101 About Custom Call ROUWUNG ss cio ok te iasi heinei ieena NEE od dads 101 NN40170 601 Contents 9 Planning and designing a COR Tree iaccaceete case ceea deere dee ba ewe weeds 103 Componente of ACCA Wee a iks sh ieiue eee cheese E rebats EAs eee oi 103 The Home EN sjedni rani See ne ees Se Gein ee ies Sues 103 imniormation MESSAGES 6 0 ccccceeeeeee ble e bE Seeds bekri iE EER RES SES 104 SUDANENUS ETELE EE E EE FECES SIRES SENS TESSREDEEN SERED ESS 104 WANDOA GSS ceo canes Se HOd Ree SRA eee rE 105 TRANSIGrNOde occ cvkene reer ageeeder bodee sie enskt eae retains 105 DEI SNON Dees cars ohn 2 tacts eae eels Cane ie Skea e h eolk ee ead 105 Polls ns kevesads Pudee EEEE bene Seah Oh eee wees Sapa seaaNeeE eas 105 Pakand Fago Oe 2 hscc retaken doen eek eeneeee en eneaegaae neds 105 An example of a CCR Tree oi 0 sik cc ke Seeks bd Lain RERE O de dee 106 Chapter 6 Broadcast and Information messageS 0 00eee eee e eee 107 About Broadcast MESSagJOB ss cccacscageneee scars eseees Senedd eteuads caes 107 information mailbox messages aiiicrceseebaceee se ode ts tkis erke OR RES aos 110 About recording an Information mailbox message 200 eee ae 110 Recording an Information mailbox message 0c eee ee eee 111 Chapter 7 Working With CCR Tr iiccccccviccissccdsee
123. ilbox NN40170 601 Chapter 3 Working with mailboxes 39 Qutdial sone CHHG HEST Qutdial lt line gt CHHG HET HHHHI RETR ok Accert x RETR ok Alti extitnone 3 CHHG HET Alti ext RETR OK Altd exti xx CHHG HEST Alt exti Chane 3 CHHG HET Alt ext RETR OK Alt extinx CHHG HEST Alts exti none 3 CHHG HET Altsext RETR OK 11 12 13 14 15 16 17 18 19 20 21 22 Press HEXT if you do not want to assign outdialing and go to step 15 or press CHHG Press HEST if you want to use a line or press CHHG if you want to use a line within a line pool or a route Enter the Line or Pool number and press OK The number of lines vary depending on the platform switch capability and configuration Although line pools are labeled by a letter such as A B or C CallPilot accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on Press OK Press CHHG if you want to assign an Alternate extension or press MEAT if you do not want to assign an Alternate extension and go to step 30 Enter the Alternate extension and press OK Press HEAT Press CHHG if you want to assign a second Alternate extension or press HEAT and go to step 30 This display does not appear unless you assign an Alternate extension to the previous alternate extension Yo
124. ilbox Each mailbox is assigned a maximum number of incorrect password attempts in its Class of Service CallPilot records the number of incorrect attempts from the last time the mailbox was successfully accessed If the number is exceeded the mailbox owner is locked out and hears the message This mailbox is locked to prevent unauthorizzed access Contact your administrator for assistance The mailbox cannot be opened again until the you reset the password To reset a password see Changing a mailbox on page 50 A mailbox is not in the Company Directory Verify the mailbox is initializzed If the mailbox is not initializzed it does not appear in the Company Directory Verify the Company Directory setting for the mailbox is set to Yes Refer to Changing a mailbox on page 50 Calls are directed to the wrong mailbox Verify the correct extension is assigned to the mailbox A mailbox cannot be added to CallPilot Ensure the mailbox is not already added Mailbox numbers must be unique Check that the number of mailboxes on your system has not been exceeded CallPilot 150 can store a maximum of 300 subscriber mailboxes CallPilot 100 can store a maximum of 40 subscriber mailboxes An Avaya Business Communications Manager Avaya BCM system can store up to 1000 mailboxes CallPilot Telephone Administration Guide 186 Chapter 10 Troubleshooting CallPilot You cannot enter a name for a mailbox You must enter names as last
125. ine numbers must be between 1 and 500 Although line pools are labelled by a letter such as A B or C CallPilot accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on Accepti x 13 Press OK RETRY Ok Retries 3 14 Press HEXT if you want to accept the default of three retries CHHG HET or press CHHG and enter a number from 1 99 Interval 1a 15 Press OK if you want to accept the default retry interval of 10 CHHG Ok minutes or press CHHG and enter a number from 01 60 The retry interval is a two digit value Mailbox Admin 16 Repeat steps 3 15 for each Fax On Demand mailbox you want to add ADD DEL CHHG or press CC to end the session Before you can use a Fax On Demand mailbox you must initialize it For information on how to initialize a mailbox see Initializing a mailbox on page 35 Recording a Fax On Demand mailbox greeting You must record a greeting for each Fax On Demand mailbox This greeting plays to callers who access the Fax On Demand mailbox The maximum length of this greeting is designated by the Class of Service Before you record the Fax On Demand mailbox greeting prepare a greeting for each Fax On Demand mailbox In your greeting describe the documents available and tell callers how to retrieve them If you use an alternate language on your system record the Fax On Demand mailbox greeting in the alternate language An example of a greeting for a one call method Fax On Dem
126. ing Tables store the recordings played by the Auto Attendant to incoming callers Avaya Business Communications Manager Avaya BCM has ninety nine Greeting Tables You can record a total of 250 Company Greetings with an Avaya BCM You can assign only four greetings to a Greeting Table at any one time You can assign the same four greetings to each table or you can assign unique greetings for each table This table shows an example of how you can assign Greetings Greeting Type Table 1 Table 2 Table 3 Table 4 Morning Greeting 1 Greeting 5 Greeting 9 Greeting 13 Afternoon Greeting 2 Greeting 6 Greeting 10 Greeting 14 Evening Greeting 3 Greeting 7 Greeting 11 Greeting 15 Non business Greeting 4 Greeting 8 Greeting 12 Greeting 16 Morning Greeting 17 Greeting 21 Greeting 25 Greeting 29 Afternoon Greeting 18 Greeting 22 Greeting 26 Greeting 30 Evening Greeting 19 Greeting 23 Greeting 27 Greeting 31 Non business Greeting 20 Greeting 24 Greeting 28 Greeting 32 Avaya recommends using greetings 1 through 16 as your daily business greetings and greetings 17 through 250 as special greetings Each Greeting Table is divided into four times of day This table shows the default times of day Greeting Type Default start times Morning 12 00 am Afternoon 12 00 pm Evening 6 00 pm Non business 6 00 pm If default hours are used the Evening Greeting is not played The Non business Greeti
127. ing line answering on page 91 To assign Answer Lines 1 Press eJ BJBeJ Pwd 2 Enter the Operator password and press OK RETRY Ok Choose Option 3 If you are using an Avaya BCM system press OPER OFER HODE Atdt availiH 4 Press HEST CHHG HEST Business openi H 5 Press HEXT CHHG HEAT CallPilot Telephone Administration Guide 160 Chapter 8 CallPilot operations Answer lines H 6 Press CHHG Balai NEAT If you set Answer Lines to N the display shows Disabling If you set Answer Lines is set to Y the display shows Enabling 7 Press 48 to end the session NN40170 601 Chapter 8 CallPilot operations 161 Setting the Automated Attendant status The Automated Attendant plays after the Company Greeting and after a caller leaves a message in a mailbox The Automated Attendant gives callers a list of options such as entering a mailbox number accessing the Company Directory or reaching the Operator You can turn the default Automated Attendant off at any time and record a customized menu prompt For more information about recording customized menu prompts see About Company Greetings on page 83 When the Return to Automated Attendant status is set to No callers do not have any options after they leaving a message Callers hear the voice prompt Message delivered Exiting the system good bye and the call ends You can set the Automated Attendant prompt to No to pr
128. installation If the Group List feature is not enabled you cannot create a Group List To enable this feature you must reset CallPilot For instructions on resetting CallPilot see About resetting CallPilot on page 151 CallPilot does not accept a Path number for a CCR Tree If you enter an incorrect digit while you are assigning a Path number an error message appears The possible causes are e You entered an incorrect Path number You can use only numbers 1 through 8 as Path numbers Do not use 0 or 9 as Path numbers e You tried to exceed the maximum number of levels e You are trying to access a level of a Tree whose previous level does not include a Menu node You must add a Menu node to the first level to let callers move to the second level A CCR Tree cannot be deleted A Tree cannot be deleted while it is in use You must disable the Tree before you can delete it Note For more information about deleting a CCR Tree see Deleting a CCR Tree on page 137 NN40170 601 Chapter 10 Troubleshooting CallPilot 187 Interruptions while building or changing a CCR Tree If you press by mistake if there is a power outage if the system times out while you are working on a CCR Tree or if you exit the system without saving the CCR Tree you are working on the CCR Tree data is saved to Tree 9 Tree 9 is designated as the Workspace for building or changing a Tree The contents of Tree 9 are overwritten when you sta
129. intervals 28 summary 29 Target Attendant 28 User Interface 28 viewing or editing 56 Company Directory recording name in 35 troubleshooting 185 Contact Center 15 Custom Call Routing CCR 13 144 CCR Tree overview 103 changing CCR 136 deleting a Tree 148 Destination type 105 142 disabling 136 erasing a Path 148 level 88 102 Mailbox node 105 121 140 menu 88 102 one button access CCR Tree 133 overview 101 Path 88 102 105 testing CCR Tree 133 D Default extension Operator DN 158 Default password 35 Delayed Ring Transfer DRT CallPilot Feature Compatibility 199 Deleting a Group List 67 Desktop Messaging 15 Destination type 97 assigning 97 changing 142 Custom Call Routing CCR 105 Dialing Translation access code 175 area code 175 example table 174 175 long distance access code 175 Network Access 175 parameters 175 reply translation 175 setting 176 Dialing Translation Table example 174 175 reviewing entries 179 Disabling CCR Tree 136 Disconnect Supervision CallPilot Feature Compatibility 199 Display log prompt 184 two line 19 Display telephone entering characters 20 Do Not Disturb DND CallPilot Feature Compatibility 199 E Editing Class of Service 56 Erasing a CCR Path 148 Error messages troubleshooting 187 Evening Greeting 85 Expiry password 49 Express Messaging Line about 32 defaults 32 Extension number length troubleshooting 184 F Fax Answering
130. irvseniincvssnncass 113 Bulging a COR Tie s2scank obsess bake cee ie thee cue baceew ad SEEE D 113 Cieatinga HOME Ode oisriccsidaiwi ees sok kee eh ea de doen Shaw 114 Adding nodes to the Home node s2 sc0keske ee sakes bae cee e see ees eae 116 PAGING SG MENU NONE 21 5464 s2s454 5090 050045055 205084 FNRI Ae TARR TESS T17 Adding an mMiomnaton NOGE cose cle ae rdi soa wed EERE PRE EES ARAE 119 Adding a Mailbox NORE 2ccceceecaeeie ee eictbehinedoseebeedeisceeeenees 121 Adding a Transier NOUS sc oa5 ice bedaas bah ee ee RE RE oe CRETE SERA SR RSS 123 About transfers to external numbers 200 00 e eee eee eee 124 Adding special characters to an external transfer number 127 Adding a Park and Page NONE oii oc et Sawed ceed ine eee PRESEA Se ewate as 128 How Pak ail Fage WONG acc cngerecdarre nia dadete eee au ee bane awe 128 Assigning a CCR Tree to a Greeting Table 0 0000 cece eee 131 Vestine a COR INGE cock eat mad dias Seek a AEEA horde E 133 One button access to CCR trees 0 2 0 ccc tee 133 Disabling a COR TEE sers proite ist Einir dea Secniwparaeraaoeene ones 136 Belimo a OCR Wess irran a Seb ka ANRE seer NAA 137 Changing a CCR Tree message 46545 roel ste nnana 138 Changing amp Mailbox node 2 2 66 dc cease aed eek ee hee eed a 140 Changing a destination type 0 00 tee 141 Changing a Transier Node sers ceiaveesecees Kadeerwesorsawineeiedaaeeees 144 Changing a Park and Page node 2 c
131. is reached Note If you configure a CCR Tree with a Park and Page node with the Transfer gt Before Page feature and then program a telephone with Call Forward No Answer CFNA you must ensure the number of rings for CFNA is less than the number of rings for Transfer Callback CFNA takes precedence over Transfer Callback if it has a lower number of rings If you set CFNA with fewer rings that Transfer Callback the call goes to voice mail instead of to the Page If you set CFNA with more rings than Transfer Callback the call goes to page when the Transfer Callback time is reached Avaya suggests if you use a telephone for Transfer Before Page then you should not use the CFNA or Call Forward All Calls CFAC features NN40170 601 Chapter 7 Working with CCR Trees 129 To add a Park and Page node Log QUIT RETR OK Admin MBO AA OTHE Admin GLIST CCE CCR Admin ADMIH CCR tree RETR OK Tree x CHHG PRINT QUIT Path FETE EHD OK MEHL IMFO OTHER FER LUMSG OTHE PAGE ERASE EXT CHHG HET 1 10 11 If you use an Avaya BCM system a Press e l Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and pres
132. k or press PLA or fi to listen to the recording or press RETR or to re record your name 8 Press to end the session CallPilot Telephone Administration Guide 36 Chapter 2 CallPilot mailboxes Checking which mailbox interface you use CallPilot supports two interfaces Avaya Norstar Voice Mail and CallPilot You determine which interface is assigned to mailboxes Use this procedure to check which mailbox interface you use then follow the procedures in the guide that apply to your interface Some procedures apply to both interfaces To check which mailbox interface you use 1 Press ai 2 6 J Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use Anew saved ae f a PLAY REC ADMIN This is the Avaya Norstar Voice Mail interface Ho messages This is the CallPilot interface COMP MBOX Ex if 3 Press to end the session NN40170 601 37 Chapter 3 Working with mailboxes Adding a Subscriber mailbox Assign all Subscriber mailboxes mailbox numbers that begin with the same digit This helps you to identify the mailbox type If the system times out before you enter all the values for a mailbox use the procedures in Changing a mailbox on page 50 to finish setting up the mailbox CallPilot Telephone Administration Guide 38 Chapter 3 Working with mailboxes To add a Subscriber mailb
133. lbox To call forward to a mailbox press 9 8 J 4 To cancel call forward Press or press CAHCEL or press Call Fwd Note If you use CFAC you cannot have any lines or answer DNs programmed to ring at your set because these calls will go to your mailbox NN40170 601 Chapter 11 CallPilot configuration tips 193 How to set up CallPilot for different businesses There are several ways to set up CallPilot in your company How you set up CallPilot depends on what telephone system and how many CO lines you use Here are examples of CallPilot configurations for a small and a medium company and some useful application tips CallPilot for a small business On Your Toes Dance Studio CallPilot is the Call Forward No Answer CFNA extension for all the telephones in the office This means that any call that is not answered by a mailbox owner transfers to their mailbox Each mailbox owner has buttons programmed on their display telephone for the CallPilot Leave Message feature 9 8 0 and the Open Mailbox feature 1 9 8 1_ This gives easy access to these frequently used features Employees have a mailbox number that is the same as their telephone extension All mailbox owners have initialized their mailbox and recorded a Personal Mailbox Greeting The central receptionist The On Your Toes Dance Studio s receptionist handles all calls from the studio s published te
134. lboxes 6 45 i1004040004600001000500065R ROR Ree EO BA 23 Web SUSY TUM a 34 ASE AR FI Fe EAN O erasia aE iA ORARE EE E EA Aana 35 To check which mailbox imerlate you USC is cscssccceceressccenssasseccaosvarscesenernsvecensnasecceemvenes 36 Working with mailboxes isis icici i scer ccs rei ee eee TET eres 37 Toadd a Subscriber mUD sce vvwcenlvvhny acct has kann bdich ashen a 38 Toad a CMSs en x cacecc en cas tintineetete cee decid viavaetiecuceceeet cna mmatactedtaseemawesueanseaseeedce 42 Wes ed an Miopnaton ANIONS 2 cissdae dene rddenasesssscedeleancned anucusnanaudanadeusndvessediuseteideausensas 44 TCE TNO RES cci E 46 Tocbange a MADO in tener Cir reerr sre teem nena eer er cere ter enter torrent rr 51 To gnable Trivial Password Checking ieccseeecseiaccaticss ecto nininini aa 55 To edita Class of SaO ca tsscea nsctnaccie anceh neewraues vadebailedsnedaa i EDA AANEREN E EAEAN 56 To delete amalha oiiae a OA iA 61 Todd a OE C a a a EA 64 eee leew a Croup Stisni aai 65 Boies AAEE T ea E E E A E T E T 67 Toadda Far Overloon IBOOK ci scassiccneaersccdacivesiccce ied shcnatieensieadsinaacere saved NE 69 To change the parameters of a Fax Overflow mailbOX ccccccscccceeessseeeeesesteeeeeeseaes 71 Te add a Fax On Demand Mailor ss cssciccsssacaecess Gaasivesstedaskassticastvessectancesiceudlateastadauenibss 74 To record a Fax On Demand Greeting a icecscceccuat eases ened sseedederiarecasectsslaesunvaccnetunstananeennace 76 To choose a call method and
135. le 1 for Bridge Stone Engineering Greeting 1 Good morning You have reached Bridge Stone Engineering The CCR Home Menu plays after the greeting You can make Company Greetings up to five minutes long Greeting 2 Good afternoon You have reached Bridge Stone Engineering Greeting 3 Good evening You have reached Bridge Stone Engineering Greeting 4 You have reached Bridge Stone Engineering The office is closed at this time Stay on the line to leave a message CallPilot uses Greeting Table 1 to answer calls after four rings Depending on the time of day different recorded greetings play for the Morning Afternoon and Evening When the Business Status is No the Non business Hours Greeting plays Greeting Table 1 answers calls using greetings 1 through 4 Greetings 1 through 4 play unless you assign different greetings When the Greeting Table was configured English was chosen as the Primary Language Note Lines used must be assigned to the Greeting Table before the Greeting Table greetings are used After the Company Greeting the CCR Home Menu voice prompt plays This menu gives callers a list of single digit options After callers listen to the Home Menu they select an option by pressing a number on any tone dial telephone For example To speak to our customer service representative press i To reach our sales department press 2J To reach our shipping and receiving dep
136. led by default You can enable or disable the General Delivery Mailbox as required by your company If you disable the General Delivery Mailbox e external calls that are usually directed to the General Delivery Mailbox are not allowed e the Automated Attendant does not transfer external callers to the General Delivery mailbox External callers are directed back to the Automated Attendant or a CCR prompt or their call is disconnected after they leave a message To enable or disable the General Delivery Mailbox 1 Log QUIT RETR Ok Admin 2 MBO AA OTHR Gen Delivers 3 CHHG OF 4 If you use an Avaya BCM system a Press RJ BJBJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press QE Press 6 This option does not appear as a display button option Press CHHG to toggle between Y and N or press OK to accept the setting Press to end the session NN40170 601 Chapter 8 CallPilot operations 169 Minimum Message Length 1 If you use an Avaya BCM system Log QUIT RETR OK Admin MBO AA OTH Woice Mail CHHG HET Dir Avail CHHG HET Match Lastname CHHG OK Min msa leni CHHG OF
137. leil CHHG FIHGS HEST If you use an Avaya BCM system a Press RJ BJB Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Business Communications Administration Guide b Enter the user password and press OE Press AA Press LIMES Enter the number of the line you want to configure and press OK Press CHHG to toggle the Answer status from H to AR Press TABLE Press CHHG Enter a Greeting Table number and press OK Refer to page 82 to see the number of greeting tables available for your system If you want to continue adding lines press HET and repeat steps 5 to 9 or press lt to end the session CallPilot Telephone Administration Guide 92 Chapter 4 Setting up the Auto Attendant Changing line configuration You can view or change the answer status of any line that is added to CallPilot To change or view how a line is answered 1 If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Loa Guide QUIT RETRY Ok b Enter the user password and press OK Admin 2 Press AA MBO AA OTHF Auto Atdt Admin 3 Press LIMES GETG TABL
138. lephone number If the receptionist does not answer the telephone within four rings the Auto Attendant answers the call The receptionist is also the designated Operator Whenever a caller presses 0 to speak with the operator the call transfers back to the receptionist Here is how On Your Toes Dance Studio s communication system works The On Your Toes Dance Studio s public telephone number is 555 2468 The studio subscribes to custom calling services from the telephone company This number forwards to any available non busy line in a group of six lines All six lines appear on the receptionist telephone CallPilot is the Prime Set for each of the six lines The Delayed Ring Transfer feature DRT to Prime is set to Yes and the DRT Delay is set to four DRT forwards unanswered lines to the Auto Attendant Note Delayed Ring Transfer is a telephone system wide call handling feature All lines programmed as DRT to Prime are forwarded after four rings This is done by setting the Prime Set of the line to the CallPilot extension CallPilot Telephone Administration Guide 194 Chapter 11 CallPilot configuration tips Greeting Table 1 for On Your Toes Greeting 1 Good morning You have reached On Your Toes Dance Studio The studio is closed at this time Stay on the line to leave a message The CallPilot voice prompts play after the greeting You can make Company Greetings up to five minutes long Greeting
139. llPilot accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on Press OK Press HEMT or press CHHG to enable Call Screening for the mailboxes NN40170 601 Chapter 3 Working with mailboxes 47 Proceed YES GUIT Checking xx Created x mbox 12 Press YES 13 The display shows the numbers of the mailboxes that are being created 14 Press OK to end the session CallPilot Telephone Administration Guide 48 Chapter 3 Working with mailboxes About mailbox passwords Each mailbox is protected by a password established by the mailbox owner When you add a mailbox to CallPilot Manager the password 0000 is assigned This is the default password To use a mailbox a mailbox owner must change the default password The new password must be four to eight digits in length and cannot start with a zero If a mailbox owner cannot remember the password you can reset the password to the default password 0000 See To change a mailbox on page 51 Warning Change the System Administrator password frequently to minimize the A risk of unauthorized activity Trivial passwords Trivial password checking is intended to prevent unauthorized login to mailboxes The feature does not allow a mailbox subscriber to have a password that is considered trivial The trivial password checking feature can be turned OFF ON through CallPilot Manager and F983 The checking is do
140. mailboxes play an informative message to callers who access it An Information mailbox must be initialized before it can play an information message Callers cannot leave messages in Information mailboxes Information mailboxes do not have operating extensions For more information about Information messages see Information mailbox messages on page 110 Information mailboxes are maintained by the System Administrator or a mailbox owner You can use Information mailboxes to e announce sales e provide product lists e announce special events You create the Information mailbox and give it to a subscriber or department The department creates the password and maintains the greeting Information mailbox greetings can be recorded by you or by the person assigned the Information mailbox To let callers know about your company s Information mailboxes e Advertise the Auto Attendant main number and record a Company Greeting that mentions the Information mailbox services e Provide a list of your company s Information mailbox numbers in brochures and telephone directory advertising e Mention the Information mailboxes in the Company Greeting if your company has a small number of Information mailboxes such as three or four Use Custom Call Routing CCR if you have a large number of Information mailboxes e Assign the Operator as the transfer point for all Information mailbox inquiries Record a statement in the Company Greeting that t
141. mation that can help you perform a task NN40170 601 Chapter 1 Getting started 17 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 strap before performing the maintenance procedure 7 Warning Alerts you to ground yourself with an antistatic grounding P Warning Alerts you to remove the BCM main unit and expansion unit a power cords from the ac outlet before performing any maintenance procedure These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font Shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters FLAY Displaybutton 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 buttonsDialpad buttons ButtonsButtons you press on the dialpaddialpad to select a particular option CallPilot Telephone Administration Guide 18 Chapter 1 Getting started These text conventions are used in this guide to indicate the information described These text Convention Description bold Courier text Indicates command names and o
142. maximum length includes the comma Ho dir available Ho alist avail Appears if the Company Directory is empty Either CallPilot mailboxes have not been initialized by the subscribers or there are no mailboxes added to CallPilot Appears if the maximum number of Group Lists is assigned The maximum number of Group Lists is 99 Ho match Appears if a mailbox owner is not found that is similar to the characters entered when using the Company Directory Check the spelling of the mailbox owners name Ho mbox awail Appears if the maximum number of mailboxes is added to CallPilot This number includes the System Administrator and General Delivery Mailboxes The maximum number of subscriber mailboxes for CallPilot 150 is 300 The maximum for CallPilot 100 is 40 The maximum for Avaya BCM is 1000 Ho med notify Hot allowed BCH gt Appears if Off premise Message Notification is not enabled Off premise Message Notification is assigned in the Class of Service Ho Party connect Ho Previous msgs Appears if you try to transfer a call before establishing an active call Appears if the first message in a mailbox is playing you enter the command to play the previous message CallPilot Telephone Administration Guide 190 Chapter 10 Troubleshooting CallPilot Message Meaning Hot allowed Appears if e a subscriber is not allowed access to a feature or Feature Code e a subscriber tries t
143. n setting 15 Press to end the session CallPilot Telephone Administration Guide 178 Chapter 9 Dialing Translation Building a Dialing Translation Table To build a Dialing Translation Table you must enter an Input value and an Output value for each entry The Input value is the number looked up in the Dialing Translation Table If the corresponding entry matches the system substitutes the Output value for the Input value The resulting number is ready to dial on the local network Refer to An example of a Dialing Translation Table from a site in metropolitan Toronto on page 174 To build a Dialing Translation Table 1 If you use an Avaya BCM system a Press P ej B Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail Logi si GJIT RETRY OK administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press 8 6 This option does not appear as a display button option MBO AA OTHF aa r ne i k Dialing 3 Press TABLE PARM TABLE QUIT Dial Table 4 Press ADD ACD CHHG QUIT Ini xxx 5 Enter an input value up to 14 digits RETR OF KX 6 Press OK to accept the input value RETR OF or press RETR and enter a new input value Dut 7 Enter an output value up to 15
144. n the previous step you selected SPER this display does not appear The default number of retries 1 appears To select a different number of retries press CHHG and select a number from 0 to 5 that is the number of times the system will try to page to the paging zone Enter the number 99 for unlimited page retries The default interval of 15 seconds appears This is the number of seconds between paging retries The retry time is measured from the end of the playback of the page To specify a different interval press CHHG and enter a value between 5 300 seconds Press 4 to end the session NN40170 601 Chapter 7 Working with CCR Trees 131 Assigning a CCR Tree to a Greeting Table Before incoming callers can access a CCR Tree you must assign lines to a Greeting Table For information about assigning lines to Greeting Tables see Configuring line answering on page 91 To assign a CCR Tree to a Greeting Table Log QUIT RETRY DE Admin MBO AA OTHR Auto Atdt Admiri GETG TABLE LIHES Grtd table RETRY DE AA menu prompti CHHG DE Morn CCR tree HO CHHG OK Morn CCR tree HO CHHG HEXT Morn CCR tree DISABLE OK If you use an Avaya BCM system a Press 2 JQ 8 8 J Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Avaya
145. name then first name or initial All names must include a comma that separates the last name from the first name or initial The maximum length of the name including the comma is 16 characters Refer to Changing a mailbox on page 50 Incomplete messages are received in a mailbox or message delivered plays while recording a message or a CallPilot session ends unexpectedly These situations can be caused by a problem called Talk Off Talk Off occurs if CallPilot interprets certain voice patterns as Dual Tone Multi Frequency DTMF dialing tones DTMF dialing tones are produced when buttons are pressed on a touch dial telephone When you press a button on the dialpad CallPilot receives a DTMF dialing tone and performs the correct operation For example after you enter your mailbox password you can press the pound button The DTMF dialing tone sent to CallPilot indicates you are finished entering your password Some voice patterns are the same as DTMF dialing tones This can make CallPilot function incorrectly For example if in the middle of a message you say something that sounds like a DTMF dialing tone created by pressing the pound button the recording session ends Correcting Talk Off requires adjustments to your CallPilot system Call your advice line for more information You cannot create a Group List The maximum number of Group Lists that can be created is 99 The CallPilot Group List must be enabled during
146. nd the session CallPilot Telephone Administration Guide 110 Chapter 6 Broadcast and Information messages Information mailbox messages Your business or departments within your business can use Information mailboxes to provide callers with messages and announcements You or another person responsible for the Information mailbox can record and update the Information mailbox message You can use Information mailbox messages to e announce sales e provide product lists e announce special events Make it easy for callers to access Information mailbox messages by mentioning the Information mailbox in the Automated Attendant or by asking the operator to route enquiries to the Information mailbox Callers cannot leave messages in an Information mailbox Callers automatically disconnect after they listen to an Information mailbox message About recording an Information mailbox message Before you record an Information mailbox message you must determine what the message includes As you prepare the message be sure to include important times and dates For example Paddy s Dance Studio proudly presents an extravaganza of dance The entertainment begins at 8 00 pm on the fourth of July Toddlers tap is in the White Room Folk dance is in the Green Room Classical ballet is in the Pink Room Contemporary jazz is in the Blue Room The studio and recital rooms are located at 222 Main Street Write the message down and practice
147. ne appearance of the marketing director s telephone and the receptionist s telephone is call forwarded to CallPilot incoming calls transfer to the receptionist s mailbox This is also true if the receptionist s telephone is CFNA to CallPilot and the number of specified rings on the receptionist s telephone is fewer than the specified rings on the marketing director s telephone Note CFAC and CFNA do not affect calls on a telephone s non ringing lines For example if a receptionist s telephone has a non ringing appearance of another telephone s CO line and the receptionist s telephone is CFAC or CFNA to CallPilot incoming calls on this line are not affected Ringing Answer button If one or more telephones have a Ringing Answer Button for another telephone and one of these is CFAC or CFNA to CallPilot all incoming calls go to the mailbox of the call forwarded telephone If two or more of these telephones are CFAC to CallPilot all calls go to the mailbox of the telephone that is connected to the lowest numbered station port on the system CallPilot Telephone Administration Guide 192 Chapter 11 CallPilot configuration tips Using Call Forward All Calls CFAC and Call Forward No Answer CFNA If a subscriber does not want to take any calls for a period of time they can forward their telephone to their mailbox using CFAC When forwarded all calls to the mailbox owner s extension transfer to their mai
148. ne the first time each subscriber logs in to their mailbox after the feature is turned ON This forces all users who have trivial passwords to change their passwords to non trivial After the initial login for each user the trivial password checking is done every time the user changes the password The following are trivial passwords e password is identical to mail box number e password number is composed of all the same digits for example 1111 2222 e password number is composed of consecutive digits in increasing or decreasing order for example 1234 43210 Alphanumeric passwords entered in CallPilot Manager are converted to numeric only passwords before they are validated For example a CallPilot Manager password ADIJM might not look trivial but it is a trivial password when it is converted to numeric equivalent password 23456 Refer to To enable Trivial Password Checking on page 55 Incorrect password lock out In its Class of Service each mailbox is assigned a maximum number of incorrect password attempts CallPilot records the number of incorrect attempts from the last time the mailbox was accessed successfully If the number is exceeded the mailbox owner is locked out The mailbox cannot be opened until the password is reset Refer to To change a mailbox on page 51 NN40170 601 Chapter 3 Working with mailboxes 49 Password expiry In its Class of Service each mailbox is assigned the maximum number of d
149. ner to change the default password as soon as possible While the mailbox has the default password the mailbox is vulnerable to unauthorized access NN40170 601 Chapter 3 Working with mailboxes 51 To change a mailbox Log QUIT RETRY OK Admin MEO AA OTHE Mailbox Admin ADD DEL CHHG Mbox DIR QUIT Password RESET HEXT Password reset Password RESET HEST Ext xx CHHG HET Exti xx RETRY QUIT Service classixx CHHG HET Service classi x RETRY OK Mbox owner name CHHG HEXT 1 10 11 12 If you use an Avaya BCM system a Press Q9 8 B Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press MBO Press CHHG Enter the mailbox number or press DIF to use the Company Directory If you want to change the password press RESET or press MEAT to change other mailbox settings and go to step 8 The password is reset Press HET to change other mailbox settings or press C to end the session If you want to change the extension number press EHHG or press HET and go to step 10 Enter the new extension number and press HEXT If you want to change t
150. ng a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Loa Guide QUIT RETRY Ok b Enter the user password and press OK Admin 2 Press AA MBO AA OTHF Auto Atdt Admin 3 Press LIMES GRETG TABLE LIHES Line number 4 Enter the line number and press QE RETRY OK Linell Ans 5 Press TABLE CHHG TABLE HEST Linel TABLE 6 Press RIHGS CHHG RIMGS HEST Linel Rings 8 7 Press CHHG CHHG AHS HET Ho of rings 8 Enter a number of rings from 0 to 12 and press OK RETRY OK Enter 2 rings or greater if your company subscribes to Caller ID CallPilot Telephone Administration Guide 94 Chapter 4 Setting up the Auto Attendant Lines Rings 9 You can use NEXT and CHHG to view the lines and change the number CHHG AHS HEAT of rings You can press to return to step 4 and select a line number without having to go through the entire list 10 Press to end the session NN40170 601 Chapter 4 Setting up the Auto Attendant 95 Setting up Touchtone Gate With Touchtone Gate incoming calls can be routed more quickly With Touchtone Gate you can have the standard voice prompt play or you can record your own custom prompt If you choose the standard prompt the following prompt plays after your company greeting If you are calling from a tone dial telephone please press now If you are a pulse dialing caller o
151. ng can be turned on and off using the Business Status feature Greeting Tables using the alternate language If you use primary and alternate languages we recommend that you assign one Greeting Table to the alternate language For example if your company has two incoming lines and you want to have one line assigned to the alternate language assign the line to the Greeting Table that has greetings recorded in the alternate language You can record greetings 5 6 7 and 8 in the alternate language and assign the greetings to Greeting Table 2 for line 2 NN40170 601 Chapter 4 Setting up the Auto Attendant 83 About Company Greetings Before you record your Company Greetings decide what type of greetings you want to use for the incoming phone lines and what you want the greetings to say There are four greeting times that reflect the Morning Afternoon Evening and Non business hours You can prepare four greetings or you can use the same greeting for each time of day As you record the greetings number them from 1 to 4 An example greetings for each time of day 1 Morning Greeting Good morning You have reached Touchstone Marketing 2 Afternoon Greeting Good afternoon You have reached Touchstone Marketing 3 Evening Greeting Good evening You have reached Touchstone Marketing 4 Non business Greeting You have reached Touchstone Marketing Our business hours are Monday to Friday from 8 00 a m t
152. nsfer Callback Feature returns the call to the receptionist s telephone if a manager is not available to take a call Note The receptionist s telephone has a ringing line appearance This telephone cannot be forwarded to another telephone Shipping and Receiving The employees in this department share the same telephone This department uses one telephone line that is assigned to the loading dock This extension is assigned to Path 3 of the CCR Home Menu The shipping and receiving department mailbox greeting informs callers they can leave a message or press Q to speak with the receptionist The receptionist s phone is CFNA to CallPilot CallPilot Telephone Administration Guide 198 Chapter 11 CallPilot configuration tips Feature Compatibility This section describes how system features interact with CallPilot ATA 2 and ASM One or more analog single line sets can be connected to telephone system using an Analog Terminal Adapter or an Analog Station Module This type of set works with DTMF tones to allow access to CallPilot options through the dialpad only Rotary dials cannot be used internally with CallPilot Answer buttons For information about Answer Buttons see Ringing Answer button on page 191 Autodial internal All subscribers on the CallPilot system can program the CallPilot extension Press 9 to view the CallPilot extension You can use autodial for Busy Lamp Field BLF in
153. nslation Table from a site in Mountainview California INPUT OUTPUT Explanation The Dialing Translation Table is empty The local network in Mountainview supports 10 digit national dialing with recognized long distance charging In situations like the Mountainview example there is no need to build a Dialing Translation Table Network Access The Dialing Table Translation results in a number that can be dialed on the local network The final step is to prefix any digits required to reach the local network from your Norstar system For systems that are behind a PBX or PABX typically in North America P must be prefixed to the telephone number For systems attached to Central Office CO lines no digits need to be prefixed Dialing Translation properties Dialing Translation is controlled by four properties Long distance access code This prefix if specified is removed from any numbers entered by the subscriber if it is not needed to make the call This simplifies the creation of the Dialing Translation Table For North America set the long distance access code to 1 The default for this parameter is none The field for this parameter is a maximum of 1 digit Area code If the phone number entered appears to be missing an area code an area code is prefixed to the number The area code is considered missing if the number has fewer than 10 digits The default for this parameter is none The field for this parameter is a
154. o 5 00 p m Please stay on the line and leave a message Thank you for calling Greetings 1 through 4 are assigned by default to all Greeting Tables This means that Greeting 1 plays as the Morning Greeting for Greeting Table 1 2 3 and 4 If you use only one Greeting Table the numbered greetings you record from 1 to 4 play automatically You do not have to assign Greetings 1 to 4 to the table but you must select the language preference If you use a Primary and Alternate Language record the option P instruction in both languages For example if you use English as your Primary Language and French as your Alternate Language your main greeting can be in English and the option f9 instruction can be in French For example Good morning This is Touchstone Marketing To use our voice messaging service in French please press Q Since the default Auto Attendant Menu prompt does not announce an Alternate Language option in your greeting you must tell callers to press P to use the Alternate Language Company Greetings can be 0 to 10 minutes in duration If you need to change the greeting duration you must change the Class of Service assigned to the System Administrator Mailbox For information on how to change the setting see Changing a mailbox on page 50 After you decide what you want your greetings to say practice recording them Remember to speak slowly and clearly at a pace that is easy to understand
155. o access the Configuration or Operator Status feature codes e the message recorded has too many Forwards and Replies e arecorded message reaches its maximum number of segments This is caused by repeatedly using pause and continue while recording a message e a Group List number is entered as a mailbox member of another Group List A Group List number cannot be added to a Group List Hot enabled Appears if Group Lists are not enabled Hot recorded Appears if you try to play a Primary or Alternate Greeting before it is recorded OFLions cancel Appears if you cancel Delivery Options while you are sending a message Out of srace Appears if the CallPilot Message Storage capacity is full You must delete old messages from the General Delivery Mailbox and tell subscribers to delete any unnecessarily stored messages from their mailboxes Party not avail Appears if a subscriber tries to use the Reply feature to reply to an external call but there is no Caller ID CLID contained in the message left by an external caller Promet needed Appears if no prompts have been recorded for the Home menu node Psd too long Appears if a password exceeds eight digits A password must be between four and eight digits long Rec too lona Appears if a recorded message is too long Message or greeting length for a mailbox is determined by the Class of Service Rec too short Appears if a recorde
156. o speak with the receptionist press 0 NN40170 601 Chapter 5 Custom Call Routing 105 Mailbox nodes You can create Mailbox nodes to give callers a mailbox where they can leave a message For example You have reached the Ideal Office Machines Order Desk mailbox After the tone leave your name address telephone number and the number of the item you want to order Thank you Transfer nodes You can create Transfer nodes to transfer callers to an extension or an external number Destination types The destination is where callers go after they listen to an Information Message or leave a message in a mailbox Each Information Message and Mailbox node must have a destination e Previous returns the caller to the previous menu e Home returns the caller to the Home node e Disconnect disconnects the caller You can assign destinations only to Information and Mailbox nodes To see an example of how to use destinations in a CCR Tree see An example of a CCR Tree on page 106 Paths A Path can be a series of menus Information Messages Mailboxes or Transfers A Path number is the digit that callers press to go to the next level in a CCR Tree For an example of how to use Paths to route callers through a CCR Tree see An example of a CCR Tree on page 106 Park and Page node A Park and Page node parks a call and announces it to a paging zone overhead paging system or both Depending on the configuration
157. of the CCR Tree you want to add an Information node to and press OK Press CHHG Enter the Path number and press OK For example to create an Information node on the second level of a CCR Tree enter 1 1 The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Information node Press IMFO Pick up the handset and press REC At the tone record your Information mailbox message Press OK to end your recording Do not replace the handset CallPilot Telephone Administration Guide 120 Chapter 7 Working with CCR Trees Accert message 11 Press OK to accept the recording RETR PLAY OF an press RETR to re record the message Rec alt prompt 12 Press HO if you do not want to record an alternate prompt YES HO or press ES to record an alternate prompt Destination 13 Select a destination PRES MUE DISE press FREN if you want to return the caller to the previous menu or press HOME if you want to return the caller to the Home node or press DISC if you want to disconnect the call For more information on destinations see Destination types on page 105 Fath 14 Press EHD RETRY EMD OK Tree x 15 Press SAVE SAME QUIT Save as tree x 16 Press VES YES OTHF QUIT Tree saved 17 This display appears briefly CCR Admin 18 Press to end the session ACMIM NN40170 601 Chapter 7 W
158. om Call Routing Channel configuration The number of channels on the CallPilot unit that are designated for outdial in Class of Service A Class of Service defines the values for the special features of a Mailbox When adding a mailbox the System Administrator programs several special features at once by choosing the number from the Class of Service table that provides the level of service most appropriate for the subscriber A mailbox cannot be added without a Class of Service Company Directory The Company Directory is an internal voice and text list of the names of mailbox owners with initialized mailboxes who are designated to appear in the directory Configuration The tasks involved in setting up the different parameters of CallPilot For example configuring the Central Office CO lines answered by CallPilot Configuring CallPilot lines The tasks involved in determining which external lines are answered by CallPilot and which Greeting Table is assigned Custom Call Routing Tree Call Paths that let subscribers select options to direct their calls along the paths you create Defaults The preset parameters for CallPilot Destination On a CCR Tree the Destination determines where the caller is directed after they listen to an Information message or leave a message in a mailbox The Destination types are e FREN returns the caller to the Previous menu NN40170 601 Glossary 209 e HOME returns the caller to the
159. oment please voice prompt The caller cannot interrupt this prompt by pressing other digits How the call is handled depends on how you set up Park and Page If you define a Transfer DN and select Transfer Before Page the call is transferred to the Transfer DN If the call is not answered at the Transfer DN the caller hears the One moment please prompt and the call is parked Parked callers hear hold tone or music on hold depending on your system configuration CallPilot pages to the appropriate paging zone overhead speaker system or both If another call is being paged CallPilot waits for five seconds and retries the page CallPilot retries every five seconds until the paging facility is not busy or the park timeout expires or the caller disconnects whichever occurs first If the call is still unanswered CallPilot unparks the call plays the The person you have called is not available prompt and the call returns to the CCR Tree The people who are paged hear the paging prompt and the park string for example Electronics please pick up 101 The park string is played in the standard voice prompts or customized digits if you have recorded them See the CallPilot Manager Set Up and Operation Guide for how to record customized digits Unanswered parked calls wait for the retry interval as defined in the park and page node s properties and then the page is retried CallPilot does not retry the page after the park timeout
160. ompatibility 199 Touchtone Gate 95 Transfer Callback CallPilot Feature Compatibility 201 Transfer node 144 changing 144 Trivial password 48 Trivial password checking enabling 55 Troubleshooting accessing a line or line Pool 184 Automated Attendant 183 Call Display Information 183 CallPilot 183 CCR Tree 187 Company Directory 185 error messages 187 Extension number length 184 Forward denied 184 General Delivery Mailbox 183 greetings 183 Group List 186 log prompt 184 NN40170 601 Index 219 mailbox not accepting messages 185 message lost ina mailbox 185 password lost 185 Path Number 186 Reply Feature 184 Time and Date 184 Two line display using 19 U Unified Messaging 14 User interface in Class of Service 28 CallPilot Telephone Administration Guide 220 Index NN40170 601
161. orded Information Message that announces information to a caller and then disconnects the call when the announcement is finished Home Menu voice prompt A voice prompt that provides a list of number options When pressed these options route a caller to a sub menu an Information Message a Leave Message option or a transfer to an extension Information Mailbox A mailbox that provides a caller with a message describing goods or services available from your company The Information Mailbox does not take messages and does not have an extension associated with it Information Message On a CCR Tree an Information Message is a message you record to provide a caller with information about goods or services available from your company Information mailboxes must be created before the Information Message option can be added to the CCR Tree Initialize Preparing a mailbox to receive messages which includes changing a mailbox default password recording a Company Directory name and recording Personal Mailbox Greetings Initializing CallPilot Preparing the CallPilot settings that are used in mailbox number length and language preference Leave Message The feature code used to leave messages in CallPilot mailboxes NN40170 601 Glossary 211 Level The Home Menu is on Level 0 As sub menus are added the caller progresses through the levels of the CCR Tree A total of 11 levels can be created from 0 to 10 Mailbox A
162. orking with CCR Trees 121 Adding a Mailbox node Adding a mailbox node gives callers a mailbox where they can leave a message or listen to an Information message depending on the mailbox type You create a Mailbox node by giving it a Path number and assigning a mailbox number You can add a Mailbox node to a CCR Tree at any time A mailbox cannot receive messages until it is zinitialized For information on initializing mailboxes see Initializing a mailbox on page 35 To add a Mailbox node 1 If you use an Avaya BCM system a Press 9 8 J Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail Log QUIT RETRY ok administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press OTHR MBO AA OTHF Admin 3 Press CCR GLIST CCR CCR Admin 4 Press ADMIH ADMIH CCR tree 5 Enter the number of the CCR Tree you want to add a Mailbox node Of to and press OK Tree x 6 Press CHHG CHHG PRIHT QUIT Fathi l 7 Enter the Path number and press OK RETRY END For example to create a Mailbox node on the second level of a CCR Tree enter 1 1 The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Mailbox node x 8 Pr
163. ot answer the call goes to the destination mailbox or the General Delivery Mailbox if not destination mailbox is assigned CCR Tree For each Greeting Table you can assign a CCR Tree for each time of day Assigning a CCR Tree to a Greeting Table is optional You must build a CCR Tree before you can assign it to a Greeting Table If you do not assign a CCR Tree to a Greeting Table the caller hears the greeting you assign and then hears the Auto Attendant menu If you assign a CCR Tree to a Greeting Table the caller hears the greeting you assign and then hears the CCR Tree menu Business hours Setting the Business Hours determines when each greeting is played for each Greeting Table Business Hours are divided into Morning Afternoon Evening and Non business categories for each of the seven days of the week for each Greeting Table To set up the days when your business is not open set all the start times to 12 00 a m This ensures that the Non business greeting plays throughout the day The Non business greeting can also be turned on and off using the Business Status feature When the Business Status is set to Off the Non business greeting continues to play until you set the Business Status to On CallPilot Telephone Administration Guide 86 Chapter 4 Setting up the Auto Attendant Auto Attendant Time of Day Blocking Callers can search the Company Directory for a name or enter an extension number
164. ou do not have the bilingual option enabled the steps for setting a language preference are not available and you go to step 16 Lang prefs pri 14 If you want to change the language preference for the Greeting as DEAN Table press CHHG or if you do not want to change the language preference press HEAT Lana Pref alt 15 Press HEXT CHHG HET Atdt crore gt 16 Press CHHG CHHG HEMT Ext 17 Enter the extension of the Greeting Table Attendant RETRY QUIT Att sw 18 Press HEXT CHHG HEST To return the Greeting Table Attendant back to none after an extension has been entered you must press CHHG and then Rereat kesi 19 If you do not want callers to be able to repeat the previous menu CHHG HEST press HEST or press CHHG and enter the digit that callers can press to repeat the current menu prompt If you enter 0 as the Menu Repeat Key callers hear the previous menu and cannot access the Auto Attendant or a CCR Tree menu Morn COR treetHo 20 Press HET me MEXT You must build a CCR Tree before you can assign it to a Greeting Table For more information see Building a CCR Tree on page 113 Artn COR tree HO 21 Press HEXT CHHG HEXT a Ewe CCR tree HO 22 Press HEXT CHHG HEST HBus CCF tree H0 23 Press HEXT CHHG HEST NN40170 601 Chapter 4 Setting up the Auto Attendant 89 Mor DH Disable H CHHG HET Aft DH Di
165. oute the dialing is done by the extension the system is connected to not by the display telephone You can apply dialing restrictions to display telephones and the extensions connected to the system For more information on restricting outdialing refer to Restricting Outdialing on page Ja If you set the Outdial route to anything but None there is a potential for unauthorized long distance dialing You can prevent this by creating outdialing restrictions Alternate extensions You can assign up to five alternate extensions to each Subscriber Mailbox If a caller dials the main extension the primary extension for the mailbox the call rings only at the main extension Note There is an exception to calls ringing only at the main extension If you assign alternate extensions an Answer DN for the main extension the call rings at the alternate extensions Answer DNs are assigned to extensions in system programming For more information see your system documentation Only extensions that do not have a mailbox assigned can be used as alternate extensions There are no default alternate extensions for Subscriber mailboxes Alternate extensions receive the same Message Waiting Indication and Caller Display information as the primary extension Subscribers can use the Open Mailbox feature 9 8 1_ from alternate extensions to access messages from their primary extension Subscribers can us
166. ox Log QUIT RETR OK Admin MBOX AA OTHR Mailbox Admin ADD DEL CHHG Mose RETR QUIT Tyre subscriber HEST ok Ext RETR OK Service class RETR OK Harme RETR BESP OK Directors VES HO Med waiting Y VES Ho 1 10 If you use an Avaya Business Communications Manager Avaya BCM system a Press 9 8 BJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press MBO Press ABD Enter the mailbox number Press OK Enter the extension number Enter a Class of Service from 1 to 16 Press OK if the Class of Service chosen is a single digit Enter the mailbox owner s last name press enter the mailbox owner s first name or initial and then press OE The name can be a maximum of 16 characters For information on entering names using the telephone dialpad see Using the dialpad on page 20 Press YES if you want the Subscriber s name to be included in the Company Directory Press ES if you want the Subscriber to have Message Waiting Notification or press HO if you do not want the Subscriber to have Message Waiting Notification This screen does not appear if you are creating a Guest ma
167. ox You can change or view a fax selection number using a telephone If you delete a fax selection number the fax message associated with the fax selection number is deleted from the Fax On Demand mailbox CallPilot Telephone Administration Guide 80 Chapter 3 Working with mailboxes To delete a fax from a Fax On Demand mailbox 1 FaxOnbemand 2 FARES ADMIH ix faxes 3 ALE CHHG QUIT Select lt x gt 4 UPDATE DEL WEST Select deleted 5 Press a1 6 D Follow the voice prompts or the display button options to open the Fax On Demand mailbox Press FAXES or fi Press CHHG or 2 If you want to view the fax selection numbers press HEST or If you know the number of the fax message you want to view enter it now or if you want to delete the fax message associated with the fax selection number shown press DEL or 7 To update a fax message you must use a fax machine telephone For information about loading or updating fax messages see Adding a fax message to a Fax On Demand mailbox on page 78 or Deleting a fax from a Fax On Demand mailbox on page 79 Press to end this programming session Adding a Fax On Demand mailbox to a CCR Tree To make a Fax On Demand mailbox accessible from a Custom Call Routing CCR Tree add a Mailbox node to a CCR Tree Assign to the Mailbox node the mailbox number of the Fax On Demand mailbox This mailbox give
168. primary language CHHG HEST ote ee A j m Prim lang HAE ng 5 Press CHNG to toggle the primary language choices ea nest In this example North American English is the primary language Prim langi HAE 6 Press HET CHHG HET sec lang HASPa 7 Press CHNG to toggle the secondary language choices os NEST In this example North American Spanish is the secondary language 8 Press to end the session Group List leading digit When CallPilot is installed a number from 0 to 9 is assigned as the Group List leading digit The default Group List leading digit is 9 and 901 to 999 is your range of Group Lists You can change the Group List leading digit If you change the leading digit to 5 the Group List numbers change to 501 to 599 The Group List numbers are always three digits long Note You cannot change the Group List leading digit to a number that conflicts with gt mailbox numbers For example if your company has mailboxes ranging from 500 to 720 you cannot choose 5 6 or 7 as the Group List leading digit CallPilot Telephone Administration Guide 164 Chapter 8 CallPilot operations To change the Group List leading digit 1 If you use an Avaya BCM system a Press 2 8 8 Enter the telset User ID that has voice mail administration rights and press OK Loa For information about creating a user with voice mail QUIT RETRY OF administration rights
169. ptions and text that you need to enter Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier text Indicates command syntax and system output for example prompts and system messages Example Set Trap Monitor Filters FEATURE HOLD RELEASE Indicates that you press the button with the coordinating icon on whichever set you are using conventions are used in this guide to indicate the information described These text conventions are Convention Description bold Courier text Indicates command names and options and text that you need to enter Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier text Indicates command syntax and system output for example prompts and system messages Example Set Trap Monitor Filters FEATURE HOLD RELEASE Indicates that you press the button with the coordinating icon on whichever set you are using used in this guide to indicate the information described Convention Description bold Courier text Indicates command names and options and text that you need to enter Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles NN40170 601 Chapter 1 Getting started 19 Convention Description
170. r if you are calling from a rotary dial phone please hold and you will be transferred Note If you want to use a custom prompt you must record it before you enable Touchtone Gate It is recommended that you use Greeting 1 as the custom Touchtone Gate prompt When Touchtone Gate is enabled Greeting 1 is the default custom prompt For more information on recording Greetings see Recording a Greeting on page 84 When the tone for 1 is received the call goes to the Auto Attendant or CCR Tree If no tone is received the call is sent back to the receptionist or designated Operator specified by the Greeting Table If the attendant is not available the call is directed to the General Delivery Mailbox If the General Delivery Mailbox is not available the call is disconnected The Touchtone Gate voice prompt is not presented to internal callers or callers who use Feature 981 or Feature 986 If you disable Touchtone Gate re record the Company Greeting to include Jf you are calling from a tone dial telephone please dial the extension number or press for the Company Directory If not please hold and you will be transferred to the operator To set up Touchtone Gate 1 If you use an Avaya BCM system a Press R BJBJ Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager
171. r press the BE SF display button Numbers and letters on the dialpad 1 2 ABC2abc B DEF3def GH1I4ghi 6 JKLS5jkI 6 MNO6mno PQRS7pqrs B TUV8tuv 0 WXYZ9wxyz Quit 0 QZ Zeroqz Accepts the displayed letter and comma The display can show up to 16 characters Whether the prompt remains on the display depends on the type of prompt that is displayed Psg pide _ This is an example of a display with fewer than 16 characters where OTHR RETRY OK the command line prompt remains on the display Hame This display shows the Hame command line prompt RETRY BESFP Ok NN40170 601 Chapter 1 Getting started 21 P When you begin to enter the last name the Hame command line Sh EE at prompt disappears For example if you enter the name Partridge you press the dialpad button for P and the display drops the Hame prompt PARTRIDGE l Although the name is only nine characters long the command line i erR E prompt is not shown on the display after you enter the entire name The prompt disappears for these command line prompts e Name e Log e Dest ph Related Publications Related publications This section provides a list of additional documents referred to in this guide CallPilot Fax Set Up and Operation Guide NN40080 301 CallPilot Manager Set Up and Operation Guide NN40170 300 CallPilot Message Networking Set Up and Ope
172. ration Guide NN40090 301 CallPilot Reference Guide NN40170 100 Contact Center Set Up and Operation Guide NN40170 301 Keycode Installation Guide NN40010 301 If you use IP telephones see your IP deskphone user guide for a description of the button icons For information on specific IP deskphones see the following user guides Avaya 2033 IP Conference Phone User Guide NN40050 102 IP Phone 2001 User Guide NN40050 106 IP Phone 2002 User Guide NN40050 107 IP Phone 2004 User Guide NN40050 108 Avaya 2007 IP Deskphone User Guide NN40050 109 BCM WLAN 2210 2211 2212 Handset User Guide NN40050 101 Customer service Visit the Avaya Web site to access the complete range of services and support that Avaya provides Go to www avaya com or go to one of the pages listed in the following sections CallPilot Telephone Administration Guide 22 Chapter 1 Getting started Navigation e Getting technical documentation on page 22 e Getting product training on page 22 e Getting help from a distributor or reseller on page 22 e Getting technical support from the Avaya Web site on page 22 Getting technical documentation To download and print selected technical publications and release notes directly from the Internet go to Www avaya com support Getting product training Ongoing product training is available For more information or to register you can access the Web site at www avaya com support
173. reading it aloud When you are confident the message includes everything you want it to record the message If you use a phone system with bilingual capability you must record the Information mailbox message in both languages An Information mailbox message can be either a Primary or an Alternate mailbox greeting Use the procedure Recording an Information mailbox message on page 111 to record an Information mailbox message The messages you record must be longer than three seconds The system times out after five seconds of silence NN40170 601 Chapter 6 Broadcast and Information messages 111 Recording an Information mailbox message To record an Information mailbox message you must follow the procedures that apply to the interface you use For information about checking what interface you use see the CallPilot Reference Guide To record an Information mailbox message Primary Greeting FEC PLAY HEST Record Greeting RETRY OK Accert greeting RETRY PLAY ok 1 Press Q e fj Follow the voice prompts or the display button options to open the Information mailbox Do not enter your mailbox number or password Enter the mailbox number and password of the Information mailbox Press FEC or and record the message at the tone Press OK or to end the recording Press OK or to accept the recording or press PLAY or to listen to the greeting or press RETR or to rerecord the gr
174. ress HA Press TABLE Enter the Greeting Table number and press OK twice Press HEST until the display shows Press CHHG if you want to disable the morning CCR Tree or press MEAT until the CCR Tree you want to disable is displayed Press DISABLE This display appears briefly Press to end the session NN40170 601 Chapter 7 Working with CCR Trees 137 Deleting a CCR Tree You must disable a CCR Tree before you delete it For information about disabling a Tree see Disabling a CCR Tree on page 136 To delete a Tree Log QUIT RETRY Ok Admin MEO AA Admin GLIST CCR CCR Admin ACHIH CCR tree RETR Tree x CHHG QUIT Delete tree x YES HO Tree deleted CCR Admin AGM IM If you use an Avaya BCM system a Press 2 6 B Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press Ok Press OTHE Press CCR Press AD IH Enter the number of the CCR Tree you want to delete and press OK Press B Press YES This display appears briefly Press to end the session CallPilot Telephone Administration Guide 138 Chapter 7 Working with CCR Trees Changing a CCR Tree message Use thi
175. riefly NN40170 601 Chapter 3 Working with mailboxes 65 Mose 12 To add additional mailboxes to the Group List repeat steps 9 a Be through 12 or press C to end the session Changing a Group List At any time you can e change a Group List display name e add delete or view Group List members You cannot change a Group List number To change a Group List number you must delete the Group List and add new member mailbox numbers as a new Group List For more information see Adding a Group List on page 63 To change a Group List 1 If you use an Avaya BCM system a Press eJBJBJ Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide Log QUIT RETRY DE b Enter the user password and press QE Admin 2 Press OTHF HED AA OTHE Admin 3 Press GLIST GLIST CLE Grour List Admin ADD DEL CHHG RETRY BESP OF Press CHHG GList Enter the number of the Group List you want to change RETRY QUIT REKMKEEE To change the Group List name press CHMG CHHG HET or press HEAT and go to step 9 Hame Enter the new Group List name and press QE CallPilot Telephone Administration Guide 66 Chapter 3 Working with mailboxes
176. rmation HEST OK Service class RETR OK Harme HEST BEF OK Directory VES Ho Mailbox Admin ADE DEL CHHG 1 10 If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press MBO Press ABD Enter the Information Mailbox number Press HEST Press OK Enter a Class of Service from 1 to 16 A class of 7 or 8 is preferred Enter the mailbox name and press OK For information on entering names using the telephone dialpad see Using the dialpad on page 20 Press YES if you want to include the mailbox name in the Company Directory Repeat steps 3 through 10 to add another Information Mailbox or press C to end the session NN40170 601 Chapter 3 Working with mailboxes 45 Adding many mailboxes You can save time by creating multiple mailboxes when you set up CallPilot for the first time or when you need to add a large number of mailboxes to the system Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you define You must use extensions that are not already assigned to mailboxes You can add mailboxes only for the amount of working telephone numbers that have specific extensions on your sys
177. routed by Transfer Callback to CallPilot after the designated number of rings The CFNA Transfer Callback feature is programmed so that the fewest rings take precedence CallPilot Telephone Administration Guide 202 Chapter 11 CallPilot configuration tips NN40170 601 203 Chapter 12 Default configuration values The following tables list CallPilot default configuration values Value or range Default System Administrator password Special Mailbox types General Delivery Mailbox System Administrator Mailbox Automated Attendant Extension Number Minimum message length CO Line Greeting assignment Line number Greeting Table Greeting Table number Number of rings Greeting used Morning Afternoon Evening Language four to eight digits in length Two digit to Seven digit 10 1000000 12 1000002 any valid CallPilot Extension Number 500 3000 milliseconds 1 500 up to 268 for BCM50 1 99 0 12 1 250 1 250 1 250 1 250 0000 four zeros Three digit 10 12 none 3000 msec BCM none BRWOND HO Primary For Avaya Business Communications Manager Avaya BCM there is no CallPilot System Administrator See the Avaya Business Communications Manager Administration and Security Guide for setting up a user with voice mail administration rights The extension number length defaults to the telephone system extension number length For
178. rt to edit another CCR Tree A mailbox is full Mailboxes have a Never Full Mailbox feature which lets callers leave messages in the mailbox even if the mailbox is full Messages are stored but they cannot be accessed until the mailbox owner deletes some of the messages in the mailbox If more message time is required you can change the mailbox Class of Service For more information see Changing a mailbox on page 50 Deleting a mailbox You cannot delete a mailbox that is used in a CCR Tree If you delete a Mailbox node any incoming messages for the Mailbox node are instead sent to the General Delivery Mailbox For more information about the General Delivery Mailbox see General Delivery Mailbox on page 24 CallPilot error messages This table explains CallPilot error messages that appear on your display if you perform an incorrect action Message Meaning Already a member Appears if you try add the same mailbox to a Group List twice You cannot assign a mailbox to the same Group List twice Cannot delete Appears if you try to delete a Special Mailbox The System Administrator and General Delivery Mailboxes cannot be deleted Ext assigned Appears if you try to assign an extension twice to the same mailbox or if you try to assign an extension to more than one mailbox Extension needed Appears if you have not assigned a an extension or if you have not assigned an extension from a Transfer node
179. rward and back Outside callers can press a dialpad button depending on which country they are in to transfer to the system attendant extension Mailbox Class of Service Class of Service COS values reduce the amount of programming you do when you add a mailbox Instead of entering values for several features you can select the COS appropriate for a mailbox You enter the COS when you add the mailbox and the system uses the associated values The COS tables shown in Class of Service values on page 29 have preset values You can change individual COS values to meet the needs of your company You make these changes using F983 or the web based CallPilot Manager For more information about using CallPilot Manager to edit Classes of Service see the CallPilot Manager Set Up and Operation Guide Class of Service features Prompt language If you select bilingual operation Classes of Service 1 3 5 7 9 11 13 15 use the Primary Language and Classes of Service 2 4 6 8 10 12 14 16 use the Alternate Language Mailbox message The total message time available to a mailbox The maximum message time is 180 time minutes Mailboxes have a Never Full feature that lets a caller leave a message ina ful mailbox The message is stored in the mailbox but cannot be played copied or saved until a saved message is deleted Message length The maximum length of an incoming message Message length is from 1 to 30 minutes
180. s After you create a CCR Tree you can program one button access to any of its nodes To do this you create a feature code for the tree node you wish to access at the push of a button If you need to access several nodes at the push of a button you must create a range of feature codes and assign each feature code to the different CCR Tree Nodes Only nodes one to eight within trees one to seven can be accessed with this feature 1 Set the feature code range and assign the number of feature codes to the different CCR trees a Using a telset access F983 Refer to To set the feature code range and numbers on page 134 or b In CallPilot Manager access the Auto Attendant properties page For more information see the CallPilot Manager Set Up and Operation Guide Build your CCR tree Program memory buttons on telephone set using F 3 to correspond with the feature codes assigned in the Auto Attendant properties page Refer to the CallPilot Reference Guide to program memory buttons for feature codes The three digits include the feature digit the tree number and node within the tree The feature codes must not be the same as any other application They must correspond to F9xy where e x represents the tree number e x must be to to 7 inclusive and is not 0 8 or 9 e y represents the node number e yis between land 8 inclusive The range of feature codes are 911 to 918 921 to 928 931 to 938 941 to 948 951 to 958 961 to 968
181. s available e Ifthe channels are frequently busy it indicates there is too much activity Contact your advice line or sales representative CLID information is lost or CLID routing is not routing calls Make sure that the Auto Attendant is set to answer after two or more rings If you use analog lines CLID information is not available until after the second ring For information about setting the number of rings see Configuring line answering on page 91 The Auto Attendant transfers some callers to the General Delivery Mailbox The system requires a tone dial telephone signal and a minimum voice level The system waits for a caller to respond If a response is not received the call transfers to the receptionist or designated Operator If they are not available the call transfers to the General Delivery Mailbox Calls also transfer to the General Delivery Mailbox if an extension does not have a mailbox For the system to transfer calls correctly each mailbox must have a unique extension number To verify that mailboxes have a unique extension number print the Directory Report You can print reports using CallPilot Manager For more information see the CallPilot Manager Set Up and Operation Guide Greetings play at the wrong time of day There are four possible causes for this problem 1 The Business Status is not set to open Refer to Setting the Business Status on page 158 for information The wrong greeting numbers are
182. s OK Press OTHE Press CCE Press ABMIH Enter the number of the CCR Tree you want to add a Mailbox node to and press OE Press CHHG Enter the Path number and press OK For example to create a Mailbox node on the second level of a CCR Tree enter 1 ff The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Mailbox node Press OTHR Press OTHE Press PAGE If you want to transfer the call to an extension press EHHG and enter the extension or if you do not press HEXT If the call is not answered at this extension it returns to the CCR Tree and a park and page is performed CallPilot Telephone Administration Guide 130 Chapter 7 Working with CCR Trees afer bfore rage i MEST CHHG Fage tyre CHHG Zone CHHG ketriesi CHHG HEST Interval CHHG 12 13 14 15 16 CCR Admin 17 AGM IM Select MET if If you want the call to be immediately parked and paged or select CHHG if you want the call to be transferred before it is parked and paged Select the page type you want to use SETS internal zone SPER overhead paging or BOTH The default is SETS The default paging zone 1 appears To select a different zone press CHHG and select the paging zone you want to use 23 4 5 6 or All If you use a CallPilot system with a Compact ICS select a number from 1 to 3 or All If i
183. s OK Alt ext appears only if Alternate extension 1 is assigned Press CHHG to change the third Alternate extension If you want to delete the third Alternate extension press The display shows A1 3 ext cnone gt or if you want to change the third Alternate extension number enter the new extension number and press OK Al 3 ext appears only if Alternate extension 2 is assigned Press CHHG to change the fourth Alternate extension If you want to delete the fourth Alternate extension press The display shows Alt4 ext none 2 or if you want to change the fourth Alternate extension number enter the new extension number and press OK Alt4 ext appears only if Alternate extension 3 is assigned Press CHHG to change the fifth Alternate extension If you want to delete the fifth Alternate extension press The display shows A1 5 ext none 2 or if you want to change the fifth Alternate extension number enter the new extension number and press QE AltS ext appears only if Alternate extension 4 is assigned Press HEAT Press CHHG if you want to change the Auto Login status for the subscriber or press HET CallPilot Telephone Administration Guide 54 Chapter 3 Working with mailboxes Restricted x CHHG HEST Med lineis CHHG HET Meg line RETR OK Med line xx CHHG HEST Fax Only Line x CHHG HEAT afters b lind CHHG HET Afersiscreened CHHG HE
184. s a menu of options to a caller and performs call routing functions in response to a caller s selections Auto Attendant Time of Day Blocking Callers can search the Company Directory for a name or enter an extension number to direct their calls The call rings at the appropriate telephone You can send calls to the appropriate mailbox instead depending on time of day If you use Time of Day Blocking when a caller dials an extension or name the call goes to the corresponding mailbox If no initialized mailbox exists for the extension the caller hears The person you have called is not available followed by the CCR menu voice prompt If a fax machine calls the Automated Attendant or CCR tree at a time of day when you have enabled Time of Day Blocking the call is transferred to the fax extension Blind Call An incoming call where the caller transfers directly to the extension requested CallPilot Telephone Administration Guide 208 Glossary Broadcast Message A message that can be sent by the System Administrator This type of message plays in all initialized Subscriber Mailboxes Business Status A setting that overrides the schedule of the Greeting Table and plays the Non business greeting until turned off Call Screening When you change a mailbox owner s Personal Mailbox Call Screening feature to Screened the feature allows the mailbox owner to determine who is calling before accepting the call CCR See Cust
185. s callers single digit access to a Fax On Demand mailbox For more information on CCR Trees see the Custom Call Routing on page 101 and Working with CCR Trees on page 113 NN40170 601 81 Chapter 4 Setting up the Auto Attendant About the Auto Attendant The Auto Attendant answers your company s incoming phone lines with a prerecorded greeting selected from the Greeting Table according to the time of day You can record and assign different greetings to the Greeting Table You can specify which greetings play for particular lines For example you can program the system so that callers hear one greeting when they call the sales line and a different greeting when they call the customer support line After the greeting the Auto Attendant Menu offers a range of options that callers can select using the dialpad of their phone If you want to offer a greater range of options and services for incoming calls you can assign a Custom Call Routing CCR menu to play instead of the Auto Attendant Menu See Planning and designing a CCR Tree on page 103 for information on creating a CCR menu Auto Attendant answering overview Incoming call Auto Attendant answers Company Greeting plays Custom Call Routing Receptionist answers Auto Attendant Menu plays Home Menu plays CallPilot Telephone Administration Guide 82 Chapter 4 Setting up the Auto Attendant Greeting Tables Greet
186. s procedure to change the recorded message for a Menu or an Information node 1 If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail Log re aa Ail IT RETRY Ok administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press OTHR MEOS AA OTHR Admin 3 Press CLR GLIST CCR CCR Admin 4 Press ADMIH ACHIH CCR tree 5 Enter the number of the CCR Tree that you want to change and RETRY ahs press OF Tree x 6 Press CHMG CHHG PRIHT QUIT Path 7 Enter the Path of the node you want to change and press OK RETR EMD Ok x xxxx 8 Press CHNG CHHG ERASE OF Primar rec 9 Lift the handset and press REC Do not use handsfree LP REC PLA NEST At the tone record the primary language menu Rec Pri prompti 10 Press OK to end your recording RETR Ok Accert Prompt 11 Press OK to accept your recording RETR PLAY Ok Alternate rec 12 Press HO if you do not want to record an alternate message YES Ho or press YES to record an alternate message Path 13 Press EHD RETR EMD OF Tree x 14 Press SAVE SAE PRIMT QUIT NN40170 601 Chapter 7 Working with CCR Trees 139 Sawe as tree x 15 Press YES YES OTHR QUIT
187. sable H CHHG HEMT Eve DH Disable CHHG HEXT HEU DH Disable H CHHG HET Mo mornil2 8 am CHHG DAY HEAT Enter Arr RETRY AM PH Mo morn iBesan CHHG DAY HEST Ho aftr 12100 Pr CHHG DAY HET Enter hhmmsiz il gt RETRY AM PH Hon aft 12 81 Pm CHHG DAY HEST Ho eve Ab ARSE CHHG DAY HET Enter hhmm agi RETRY AM PH Mo eve A6815em CHHG DAY HET Ho nonb lt 600 gt Pm CHHG DAY HET Enter hhmm asal RETRY AM PH 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 If you want to use Auto Attendant Time of Day Blocking for the morning hours press CHHG or if you do not want blocking for the morning hours press HEST If you want to use Auto Attendant Time of Day Blocking for the afternoon hours press CHMG or if you do not want blocking for the morning hours press HEST If you want to use Auto Attendant Time of Day Blocking for the evening hours press EHHG or if you do not want blocking for the morning hours press MEAT If you want to use Auto Attendant Time of Day Blocking for the non business hours press EHHG or if you do not want blocking for the morning hours press HEST Press CHHG or press DAY to change the display to the morning of the next day Enter the Monday Morning start time and press AM or PH This is a four digit field Any single digit
188. sed CallPilot Manager to set up and operate CallPilot For information on CallPilot Manager see the CallPilot Manager Set Up and Operation Guide CallPilot features CallPilot includes these features Voicemail Records messages and stores them in a mailbox for easy retrieval Business telephones on your system can have their own mailbox and greeting Information can be distributed quickly to departments and workgroups Auto Attendant Answers your business calls promptly 24 hours a day with a Company Greeting Callers can direct their own calls by using the Company Directory Custom Call Routing CCR Enhances the Auto Attendant menu with customized menus and information messages With CCR you can determine the menu options and record the voice prompts that guide callers along call paths CallPilot Telephone Administration Guide 14 Chapter 1 Getting started Fax Answering Fax Answering lets outside callers send faxes to the main site telephone number Fax Answering is available even if you do not have the Fax option installed on your system With Fax Answering a fax call that arrives through the Auto Attendant or CCR transfers to a specified extension The extension is usually a fax machine connected by an Analog Station Module ASM for Business Communications Manager or an ATA ASM or GASI trunk for BCM50 CallPilot options CallPilot has three options to enhance your office communications You need a keycode to en
189. sents a caller with a list of up to eight options The Home node is on Level 0 As sub menus are added to one another the caller progresses through the levels of the CCR Tree You can create up to 11 levels from 0 to 10 An example of a Home node Company Greeting This is Ideal Office Machines Our business hours are from 9 00 a m to 5 00 p m Monday to Friday Home node To place an order press 1_ To add your name to our mailing list press R To reach our Sales Department press B To speak with our Support Office press 4 To speak with our receptionist press 0 The call is forwarded to the destination the caller chooses For an example of Paths through a CCR Tree see An example of a CCR Tree on page 106 CallPilot Telephone Administration Guide 104 Chapter 5 Custom Call Routing Information Messages An Information Message is a message you record to tell callers about information about goods or services available from your company You can tell callers about information such as sales specials company events business hours price lists and shipping times For example We re pleased to announce the arrival of the new FaxEasy line of fax machines FaxEasy is easy to operate and produces top quality fax images at an affordable price You must create an Information mailbox before you can add it to a CCR Tree The Home node can be an Information Message You can program the Home
190. signated Operator change the Business Status to Yes in the morning when your company opens At the end of the business day have the Receptionist or designated Operator set the Business Status to No NN40170 601 Chapter 8 CallPilot operations 159 To set the Business Status 1 Press Q e e Pudi 2 Enter the Operator password and press OK RETRY Ok Choose Oreration 3 If you are using an Avaya BCM system press OPER OPER MODE Atdt avail 4 Press HEXT CHHG HEST Business openi H 5 Press CHHG to toggle between Y and N CHHG HEMT 6 Press to end the session Changing greetings or the Business Status from a remote telephone You can change a greeting or the Business Status from the dialpad of external tone dial telephone You must do remote administration through the System Administrator Mailbox For information about remote administration see the CallPilot Reference Guide Setting up line answering CallPilot can answer all your Central Office CO lines included in line configuration You can designate whether or not CallPilot answers your company lines When Answer Lines is enabled CallPilot answers the incoming calls and presents each caller with the Company Greeting and the Automated Attendant menu When Answer Lines is disabled CallPilot does not answer incoming calls Your receptionist must answer and route incoming calls For more information about line configuration see Configur
191. ss ADMIH or 8 e Press GREET or 2 e Go to step 3 Primara Greeting 3 Press REC or 1 J REC PLAY HET Record Greeting 4 Press OK or to end the recording RETRY Ok Accert greeting 5 Press OK or to accept the recording RETRY PLAY OK or press PLA or 1 to listen to the greeting or press RETR or to rerecord the greeting Primary Greeting 6 To record an alternate Fax On Demand mailbox greeting press REC PERNE HET or and follow the instructions that appear on the display If the bilingual option is not enabled on the system the alternate greeting cannot be recorded 7 Press 48 to end the session NN40170 601 Chapter 3 Working with mailboxes 77 Changing the parameters of a Fax On Demand mailbox You can change any parameter assigned to the Fax On Demand mailbox except for the mailbox number If you want to change a mailbox number you must first delete the mailbox and then add the new Fax On Demand mailbox Log QUIT RETR OK Pew RETR OK Admin MEO AA OTHR Mailbox Admin ABD DEL CHHG Mose RETRY QUIT Password RESET HEXT Mailbox Admin ADD DEL CHHG If you use an Avaya BCM system a Press Q Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communica
192. ss RJBJBJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK 2 Press MBOM 3 Press CHHG 4 Enter the Fax Overflow mailbox number 5 To select a parameter press HET until the display shows the parameter you want to change To change the parameter press CHHG and enter the new value 6 Press to end the session Deleting a Fax Overflow mailbox You can delete a Fax Overflow mailbox at any time When you delete a Fax Overflow mailbox an incoming fax transmission will receive a busy signal Fax messages that were in the Fax Overflow mailbox before it was deleted are automatically printed Log QUIT RETRY DE Pew RETRY ok Admin MEO AA OTHR 1 If you use an Avaya BCM system a Press JBJB Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK 2 Press MBOM CallPilot Telephone Administration Guide 72 Chapter 3 Working with mailboxes Mailbox Admin 3 Press DEL ALD DEL CHHG Mbox 4 Ent
193. ssword expiry 28 properties 30 alternate extensions 31 Call Screening 32 Express Messaging Line 32 include in Company Directory 30 Message Waiting Notification 30 outdial route 30 troubleshooting 185 Mailbox message time in Class of Service 27 Mailbox node adding 121 changing 140 Mailbox node Custom Call Routing CCR 105 Mailbox properties alternate extensions 31 Auto Login 31 Call Screening 32 Express Messaging Line 32 include in Company Directory 30 Message Waiting Notification 30 Message length in Class of Service 27 Message Networking 15 Message Waiting Notification 30 mailbox 30 Message group 62 Messages CallPilot Feature Compatibility 200 minimum recording length 110 silence timeout 110 Morning Greeting 85 N Name recording in Company Directory 35 Navigation 22 Networking in Class of Service 28 Night Service CallPilot Feature Compatibility 200 Nodes CCR Mailbox 121 140 Transfer 144 O Off premise Message Notification and outdial method 30 Class of Service default values 29 in Class of Service 27 number of attempts 28 retry intervals 28 troubleshooting 184 One button access CCR Tree CallPilot Telephone Administration Guide 218 Index feature codes 133 setting feature code range and numbers 134 Operator password change 157 Operator password resetting 157 Operator Status 156 default extension 158 setting 156 Outbound Transfer and outdial method 30 Class of Ser
194. t before you enter all the settings for a mailbox you must use the procedures in Changing a mailbox on page 50 to finish setting up the mailbox Audience This guide is for system administrators who configure and maintain CallPilot on an Avaya BCM system To use this guide you must e bean authorized system administrator e be knowledgeable of CallPilot Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CCR Custom Call Routing CFAC Call Forward All Calls CFNA Call Forward No Answer CLID Calling Line Identification CallPilot Telephone Administration Guide 16 Chapter 1 Getting started Table 1 Acronym Description CO Central Office COS Class of Service DN Directory Number DND Do Not Disturb DRT Delay Ring Transfer DTMF Dual Tone Multi Frequency MWI Message Waiting Indication NVM Avaya Norstar Voice Mail Symbols and text conventions These symbols are used to Highlight critical information for the BCM system e Caution Alerts you to conditions where you can damage the equipment A Danger Alerts you to conditions where you can get an electrical shock A Warning Alerts you to conditions where you can cause the system to fail or work improperly Note A Note alerts you to important information Tip Alerts you to additional infor
195. t to record an alternate prompt YES HO or press YES to record an alternate prompt Path 14 Press EMD RETR EMC OF Tree x 15 Press SALE SAWE PRINT QUIT Save as tree x 16 Press VES VES OTHE QUIT Tree saved 17 This display appears briefly CCR Admin 18 Press to end the session ACMIM NN40170 601 Chapter 7 Working with CCR Trees 119 Adding an Information node An Information node is an Information mailbox that you add to a CCR Tree You can use an Information mailbox to give callers information such as specials company events business hours or price lists You can add an Information node to a CCR Tree at any time To add an Information node Log QUIT RETR Ok Admin MBO AA OTHR Admin GLIST CCR CCR Admin AGM IM CCR tree RETRY Tree x CHHG QUIT Paths RETRY EHD OF MEHO IMFO OTHF Primary message FEC Rec Pri message RETR PLAY Ok 1 10 If you use an Avaya BCM system a Press J9 8 6 Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press OTHE Press CCR Press ABMIH Enter the number
196. tches one of the entries in the CLID Table the call is directed according to the CLID Routing Table rather than the Greeting Table After the call is directed the call disconnects or returns to the routing according to the Auto Attendant status For more information on the Auto Attendant status see Setting the Automated Attendant status on page 161 You can set up the CLID Routing Table to direct frequent callers to a specific extension or mailbox CCR Tree or Greeting Table You can also set up the CLID Routing Table if the user is calling VoIP or PRI trunks The calls can be routed using OLI or ANT if sent This is sent at the same time as the call immediately there is no waiting for additional rings A CLID Routing Table can have a maximum of 100 entries Entries correspond to a unique phone number or a range of numbers For example if you enter 4165960196 the system routes an incoming call from this number to a specific destination However if you make 416 a table entry all incoming calls with this prefix are routed to a specific destination Entries in the CLID Routing Table are sorted in numerical order from the longest number to the shortest An incoming call is routed by the longest CLID entry that matches the calling number For example Destination number Table entry Incoming call example 1 313 Incoming number 3148888 is compared to all of the table entries and does not match any destination 2 416
197. telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Log QUIT RETRY DE Guide b Enter the user password and press QE Admin 2 Press 4 Heo ak OTHE This option does not appear as a display button option Woice Mails 3 Press CHNG to toggle between Y and N CHHG HET 4 Press to end the session CallPilot Telephone Administration Guide 166 Chapter 8 CallPilot operations Company Directory The Company Directory is an internal voice and text list of the names of mailbox owners with initialized mailboxes who are included in the directory Callers can use the Company Directory to search for mailboxes by a recorded or a text name The Company Directory is enabled by default You can set whether callers can search the Company Directory by first name last name or first and last names For example if a caller enters James the names Jesse James and James Bond appear if the Company Directory option specifies both first and last names If you disable the Company Directory e the DIR button option does not appear on two line display telephones when a subscriber sends a message from their mailbox or uses the Leave Message feature 8 0 e the prompt Press to use the Directory does not play e to callers w
198. tem You cannot add more mailboxes if you reach the maximum number of mailboxes or software authorization code limit for your system To make the most effective use of adding multiple mailboxes identify people who need a non standard Subscriber mailbox Create these mailboxes individually Use Add Many Mailboxes to add the remaining mailboxes The mailboxes you create using Add Many Mailboxes have these characteristics e the mailbox number is the same as the extension number e Class of Service is the same for all mailboxes e the Call Screening setting is the same for all mailboxes e the mailbox name is taken from the extension names assigned on your system If extension names are not programmed the mailbox number is used e the Message Waiting Notification property is the same for all mailboxes e the Outdial route is the same for all mailboxes e the Park and Page defaults are page type none zone 1 retries 1 retry interval 15 e the Display in Directory property is the same for all mailboxes The mailboxes created are uninitialized and ready for initialization by mailbox owners A mailbox is not created if e a mailbox with the same number already exists e the extension is used by another mailbox e the extension is a CallPilot voice port e there is not set connected to the extension e the DN of the phone you are using to set up the mailbox is in the selected range CallPilot Telephone Administration Guide 46 Chapter
199. ter 7 Working with CCR Trees 141 Tree saved 15 This display appears briefly CCR Admin 16 Press to end the session ADMIH Changing a destination type You can assign destination types only to Information and Mailbox nodes For more information about destination types see Destination types on page 105 CallPilot Telephone Administration Guide 142 Chapter 7 Working with CCR Trees To change a destination type Log QUIT RETR Admin MBO AA OTHR Admin GLIST CCR CCR Admin AGM IM CCR tree RETR Tree x CHHG Paths RETRY EHD CHHG ERASE Hbo xx CHHG HET Desti Kxxx CHHG OF PRELU Destination HOME DISC Desti KKH CHHG Paths RETRY EHC OF Tree x SAWE QUIT 1 10 11 12 13 14 If you use an Avaya BCM system a Press e l Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press Ok Press OTHR Press CCR Press ADMIH Enter the number of the CCR Tree that you want to change and press OF Press CHHG Enter the Path number of the node you want to change and press OK Press CHHG The display shows In
200. ter the user password and press OK Press MBOX Press ABD Enter the Guest Mailbox number Press OK Press OK or Enter a Class of Service from 1 to 16 Enter the mailbox owner s last name press enter the mailbox owner s first name or initial and then press QE For information on entering names using the telephone dialpad see Using the dialpad on page 20 Press YES if you want to include the mailbox owner s name in the Company Directory Press HEXT if you do not want to assign an outdial type or press CHHG to assign an outdial type Press CHHG to assign an Express Messaging Line or press HET and go to step 16 Enter an Express Messaging Line number between 1 and 500 and press OE NN40170 601 Chapter 3 Working with mailboxes 43 Med line xx CHHG HEST Fax Only Line H CHHG HEST Fax Line Onlu Y CHHG HEST Pade tyre none CHHG OK Zonei 1 CHHG OK Retries 1 CHHG HET Interval 15 CHHG OK Mailbox Admin ADD DEL CHHG 13 14 15 16 17 18 19 20 Press HEST Press HEST if you want the Express Messaging Line mailbox to accept both voice and fax messages and go to step 16 or if you want the Express Messaging Line mailbox to accept only fax messages press CHHG Press HEST if you want the Express Messaging Line to accept only fax messages and not voice messages Press OK to accept the
201. ter the user password and press OK Admin 2 Press OTHR MBO AA OTHF Admin 3 Press CLR GLIST CCR CCR Admin 4 Press ADMIH ACHIH CCR tree 5 Enter the number of the CCR Tree you want to add a Transfer node PEUN ls to and press OK Tree x 6 Press CHHG CHHG QUIT Fathi 7 Enter the Path number and press OK RETRY END ok For example to create a Transfer node on the second level of a CCR Tree enter 1 ff The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Transfer node x 8 Press OTHR MEHL INFO OTHE x 9 Press HFER FER LUMSG OTHE Transfer 10 Press IHT EXT IHT Exti 11 Enter the extension RETRY Ok Fath 12 Press EMD RETRY EMC Ok Tree x 13 Press SAVE SAWE QUIT CallPilot Telephone Administration Guide 124 Chapter 7 Working with CCR Trees Save as tree x 14 Press YES WES OTHR UIT Tree saved 15 This display appears briefly CCR Admin 16 Press to end the session ADMIH About transfers to external numbers When CallPilot transfers a call using a CCR external transfer it uses two lines An incoming line connects the caller to the CCR Tree and an outgoing line transfers the caller to the external telephone number Both lines are used while the caller connects to the external telephone number To optimize the use of external lines the incoming line can be used
202. the CallPilot bilingual option that is assigned during installation You can change the Primary Language on a bilingual CallPilot system Avaya BCM can use all the available languages You can configure an Avaya BCM system at anytime to use any of the available languages If you disable bilingual operation or change the Primary Language choice on a bilingual system the change affects e language designations for Greetings assigned to the Automated Attendant e voice prompt selections for callers who use the Automated Attendant e voice prompt selections for callers who transfer to mailbox greetings NN40170 601 Chapter 8 CallPilot operations 163 To change the language availability and the Primary and Alternate Languages 1 If you use an Avaya BCM system a Press 1 JBJ BJ Enter the telset User ID that has voice mail administration rights and press OE Loa For information about creating a user with voice mail QUIT RETRY OF administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press QE Admin 2 Press 2 Wel Ad UIs This option does not appear as a display button option Bilingual 3 Press CHNG if you want to toggle the bilingual option between Y CHHG HET and N Steps 4 and 5 appear only if you have the bilingual option enabled Bilingual 4 Press HEXT if you want to change the
203. the names of mailbox owners with initialized mailboxes who are assigned to the directory When you add a mailbox you determine whether the mailbox appears in the Company Directory Even if you do not include a mailbox in the Company Directory the mailbox owner must still record their name when they initialize their mailbox Message Waiting Notification Message Waiting Notification gives subscribers a visual indication on their telephone display that they have new messages Message Waiting Notification displays Message for you ona subscriber s display telephone when they have a message Message Waiting Notification is enabled by default When you create Guest Mailboxes do not enable Message Waiting Notification Guest Mailboxes do not have an operating extension Outdial route The Outdial route determines which line or line pool the system uses when a subscriber uses e the Reply feature to reply to a message left by an external caller e Off premise Message Notification e Outbound Transfer The default for Outdial route is None The values available are None Line Pool or Route Until you assign a line or line pool as the Outdial route for a mailbox the mailbox owner can use the Reply feature to reply to calls from internal extensions only Off premise Message Notification for internal extensions only and Outbound Transfer for internal extensions only NN40170 601 Chapter 2 CallPilot mailboxes 31 When you assign an Outdial r
204. the prime extension for the specified lines that are to be DRT to CallPilot Set DRT to Yes Set DRT Delay from one to ten rings Assign a Greeting Table to each line that is to be DRT to CallPilot a A O N Set the CallPilot Answer option to No for the lines that are DRT to CallPilot Note If DRT is used for CallPilot Answering and telephones with a ringing line appearance forward to CallPilot a caller immediately transfers to the mailbox of the CFAC set Disconnect Supervision With Line Disconnect Supervision if a caller hangs up after reaching the Auto Attendant CallPilot immediately breaks the connection Disconnect Supervision results in fewer blank messages in the General Delivery Mailbox and prevents CallPilot ports from being occupied You must use Disconnect Supervision if you use Outbound Transfers Do Not Disturb DND Stops all tones and ringing to a set When a call transfers to a set with DND activated the call appears as a flashing indicator on an available line The Auto Attendant transfers the caller to the mailbox associated with the telephone Feature timeout CallPilot has a time out of up to two minutes This feature is independent of the Avaya Business Communications Manager Avaya BCM system time out Hold You cannot put a session on hold If the hold button is pressed during a CallPilot programming session CallPilot disconnects except if Automatic Hold is used to transfer a caller to a mailbox
205. tions Manager Administration and Security Guide b Enter the user password and press OK Press MBO Press CHHG Enter the Fax On Demand mailbox number Press HEST until the display shows the parameter you want to change Then press CHHG and enter the new parameter Press 4 to end the session Choosing a Fax On Demand call method For each Fax On Demand mailbox you must choose whether the call method is the one call method or the two call method One call method e the fax message transmits during the original call e the caller must use the telephone at a fax machine to call the Fax On Demand mailbox e the caller pays for any long distance charges that are incurred Two call method e the caller provides the fax telephone number that the fax is delivered to e the caller can call from any touchtone telephone e the fax can be sent to any fax machine e the fax message transmits in the second call which is made by CallPilot e the owner pays for any long distance charges that are incurred CallPilot Telephone Administration Guide 78 Chapter 3 Working with mailboxes Setting how many fax messages callers can request Each Fax On Demand mailbox contains fax messages that a caller can request You must set how many messages callers can request Callers can request up to eight fax messages To choose a call method and the number of fax messages 1 Press JQ Jf Follow the voice prompts or t
206. tor default extension ccccccceeeseeeeeeeeeeeeeeeeeneeesesaeeeeeeeeesaeees 158 Tose the Business Stals iiisini n a Aa 159 Toassigi Anawa DINGS senean 159 To change the Automated Attendant status cecccceesseecceeeeseeeeeenenseneeeenennseneeeens 161 To change the language availability and the Primary and Alternate Languages 163 Te change the Group List leading COM weccsisaicicnccacssceesnedastevenbiadsdeshdagaseeentsednsvotiedasebets 164 To enable or disable voice Mall crcncrsnonninenndninapi aie nee 165 To enable or disable the Company Directory ccseceseseeeeeeeeteneeetesaeeeetaeeeenaeees 166 To designate the number of channels for OutdialiNg ccceesceceeeeeseeeeeteseeeeeeeees 167 To enable or disable the General Delivery MailbDOX ccccceeeeeeeeeeeteteeseneeeeeneeees 168 To enable or disable External Mailbox InitialiZation 00 0 eeeeeeeeeeeeeeneeeeeeeeneeeeeeeee 171 Dialing TANGIAON sces ccs son ciweedeades orison dersinen ee ce 173 T6 Set The Dialing Translation properties cccssscsiscesssccectacescanasesssannstecs seenaceepasstanceesisenece 176 Te buik a Dialing Translation Taie 178 To review Dialing Translation Table entries 2 sscsesscssccncesecssannessenssnntencecscanentecesnniens 179 To change an entry in the Dialing Translation Table sssssssssrressrsrressrrrressrrrrssernnn 180 To delete an entry in the Dialing Translation Table ccccesse
207. tor extension number Callers can request to speak to your company receptionist or designated Operator if the Automated Attendant voice prompt announces the option and the Operator Status is set to Yes To change the Operator default extension 1 Press QJ 6 2 Psu 2 Enter the Operator password and press OK RETR OK Choose Oreration 3 If you are using an Avaya BCM system press OPER OPER MODE Atdt avails 4 Press HEXT until you see the display in step 4 CHHG HEAT Abdi xxx 5 Press CHHG CHHG OF Exte 6 Enter the Operator extension RETR QUIT Atdt xxs 7 Press to end the session CHHG HEAT Callers who request the Operator are transferred to the new extension If the Operator does not answer the call is transferred to the General Delivery Mailbox Setting the Business Status The Business Status setting overrides the Morning Afternoon and Evening Greeting Tables If you set the Business Status to Yes greetings are played according to the time scheduled in the Greeting Tables For example if Business Status is set to Yes the Morning Afternoon and Evening Greetings play automatically according to the start times programmed in the Greeting Tables When the receptionist sets the Business Status to No at the end of the business day or prior to the weekend the Non business hours Greeting plays until the receptionist sets the Business Status to Yes Have the receptionist or de
208. tration Guide 62 Chapter 3 Working with mailboxes About Sending Group List messages You can send a Group List message whenever you want to notify a group of people about an event or notice that pertains to them When a subscriber sends a message to the Group List the subscriber does not receive the message For instructions on how to send a Group List message to a Voice Group List see the CallPilot Reference Guide About Group List Numbers During system installation a number from 0 to 9 default 9 is assigned as the Group List leading digit For example the default Group List numbers are 901 to 999 If the leading digit is 5 the Group List numbers are 501 to 599 Group List numbers are three digits long You can change the Group List leading digit For more information on changing the Group List leading digit see Group List leading digit on page 163 The Group List number acts like a mailbox number when you leave a message for the mailboxes in the Group List The table below shows two sample Group Lists This table shows an example of two Group Lists Group List number Name Mailbox number 901 Sales 224 223 233 902 Shipping 227 221 NN40170 601 Chapter 3 Working with mailboxes 63 Adding a Group List You must initialize a mailbox before you can add it to a Group List For information on how to initialize a mailbox see Initializing a mailbox on page 35 CallPilot Telep
209. u cannot assign the second Alternate extension until you assign the first Alternate extension Enter the second Alternate extension and press OK Press HEAT Press CHHG if you want to assign a third Alternate extension or press HET and go to step 30 This display does not appear unless you assign an Alternate extension to the previous alternate extension Enter the third Alternate extension and press OF CallPilot Telephone Administration Guide 40 Chapter 3 Working with mailboxes AltLS exti xx CHHG HEST Alt4 exti Cnone CHHG HET Alt4 exti FETR OK Alte exti xx CHHG HEST AltS exti inone Y CHHG HET AltLS exti FETR OK AltS exti CHHG HEST Auto Logon H CHHG HEST Restricted Y CHHG HEST Med line tnone Y CHHG HET Med line RETRY OK Med line xx CHHG HEST Fax Only Line H CHHG HEST 23 24 25 26 27 28 29 30 31 32 33 34 35 Press HEST Press CHHG if you want to assign a fourth Alternate extension or press HET and go to step 30 This display does not appear unless you assign an Alternate extension to the previous alternate extension Enter the fourth Alternate extension and press OK Press HEAT Press CHHG if you want to assign a fifth Alternate extension or press HEXT and go to step 30 This display does not appear unless you assign an Alternate extension to t
210. u will only be able to allocate a maximum of 32 feature codes If you require more you will need to choose a lower value feature code If you do not initialize functionality for a feature code within the range of features codes it is still included as part of the allocated range For example if you do not initialize F912 and F913 they are still reserved for the one button CCR tree feature since they are included in the range of 16 features codes you entered If you enter an invalid number you will receive an error message CallPilot Telephone Administration Guide 136 Chapter 7 Working with CCR Trees Disabling a CCR Tree Before you make any changes to a CCR Tree you must ensure service is not disrupted by removing any references to the CCR Tree from the Greeting Tables and the CLID Routing Table To disable a Tree Log QUIT RETR OK Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LINES Grtd table FETE DE Morning CHHG PLAY HEXT Morn CCR tree x CHHG HET Morn CCR tree DISABLE OK Tree disabl ed 1 If you use an Avaya BCM system a Press JQ 8 B J Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK P
211. ubscriber while they listen to the subscriber s personal greeting or record a message When the caller presses 6 the system parks the call and pages to paging zone overhead paging system or both and the caller hears One moment please The caller cannot interrupt this prompt by pressing DTMF The page is repeated based on the mailbox configuration until the parked call is picked up or the park timeout occurs at which point the caller is returned to the mailbox and hears the subscriber s personal greeting The call is parked as long as there are not already 25 calls parked If the call cannot be parked the caller hears The person you have called is not available followed by the subscriber s mailbox greeting While a call is parked the caller hears a hold tone or music on hold depending on your system configuration The call is paged to the appropriate paging zone and or overhead speaker system If the page is unsuccessful because the paging facility is busy with another page the system waits five seconds and retries the page every five seconds until the paging facility is available or the call park timeout expires whichever occurs first If the call park timeout expires first the caller hears The person you have called is not available followed by the subscriber s mailbox greeting CallPilot does not retry the page after the call park timeout is reached If the page is unsuccessful for any other reason the call is unparked
212. ugh channels to accommodate incoming calls Note Enable Outbound Transfer only for users who require this feature Outbound gt Transfer increases the likelihood of unauthorized use of the CallPilot system For more information on Off premise Message Notification and Outbound Transfer features see Class of Service values on page 29 To designate the number of channels for outdialing 1 Ifyou use an Avaya BCM system a Press RJBJBJ Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail Log ar aise IT RETRY Ok administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Admin 2 Press 6 Hee ala Silu This option does not appear as a display button option Hum of chansi 1 3 Press CHHG EHHG Ok Hum of chans 4 Enter the number of channels between 1 and 4 that you want to RETRY Ok use for outdialing and press OK 5 Press to end the session CallPilot Telephone Administration Guide 168 Chapter 8 CallPilot operations General Delivery Mailbox The General Delivery Mailbox is your company mailbox Messages can be left in the General Delivery Mailbox for e employees who do not have their own mailbox e external callers using a a rotary dial telephone The General Delivery Mailbox is enab
213. umber you want to change or delete and press OF Press CHHG and follow the display prompts to change the phone number Each phone number assigned to the CLID Routing Table must be unique or press HEXT to view the next phone number in the table or press OTHR to delete a phone number and go to step 6 6 Press DEL to delete the phone number from the table 7 Press 4 to end the session NN40170 601 101 Chapter 5 Custom Call Routing About Custom Call Routing With Custom Call Routing CCR you can replace Automated Attendant menus with a CCR Tree that offers callers additional choices Callers who reach a CCR Tree hear the CCR Home node immediately after the Company Greeting CCR Trees contain paths that callers navigate using their telephone dialpad By selecting an option from the prompts callers can e hear an Information Message e leave a message in a mailbox e transfer to an extension or an external number e go to a sub menu e have their call parked and a page generated Custom Call Routing overview Incoming call Receptionist Automated Attendant answers answers Company Greeting plays Custom Call Routing Automated Attendant Home node options play menu options play CallPilot Telephone Administration Guide 102 Chapter 5 Custom Call Routing To build a CCR Tree you start by creating the options presented in the Home node You can include up to eight options in the
214. uttons programmed on their display telephone for the CallPilot Leave Message 4 Q9 8 and Open Mailbox 4 JQ This gives easy access to these frequently used features Employees have a mailbox number that is the same as their telephone extension Subscribers have initialized their mailbox and recorded a Personal Mailbox Greeting When the receptionist is not available Custom Call Routing routes callers along a call path The central receptionist Bridge Stone s receptionist handles all calls from the published telephone number When the receptionist is unable to answer the telephone within four rings the Auto Attendant answers the call The receptionist is also the designated Operator When a caller presses 0 to speak with the operator the caller transfers to the receptionist Here is how Bridge Stone s communication system works Bridge Stone s public telephone number is 555 1234 All lines appear on the receptionist s telephone CallPilot is the Prime Set for each of the six lines The Delayed Ring Transfer DRT feature forwards unanswered lines to the Auto Attendant Note Delayed Ring Transfer is a telephone system wide call handling feature All lines programmed as DRT to Prime are forwarded after four rings This is done by setting the Prime Set of the line to the CallPilot extension CallPilot Telephone Administration Guide 196 Chapter 11 CallPilot configuration tips Greeting Tab
215. vice default setting 29 in Class of Service 28 troubleshooting 184 Outdial route mailbox 30 P Parameters access code 175 area code 175 long distance access code 175 reply translation 175 setting 176 Park and Page 33 Password locked out 48 185 default 35 expiry 49 incorrect lock out 48 Mailbox 48 Mailbox expiry 28 Operator 157 resetting Operator 157 resetting System Administrator 155 trivial 48 troubleshooting 185 Password attempts in Class of Service 28 Password expiry in Class of Service 28 Path Custom Call Routing CCR 105 number troubleshooting 186 Prime Set CallPilot Feature Compatibility 200 Private line CallPilot Feature Compatibility 200 Prompt language in Class of Service 27 Properties mailbox 30 R Recording Company Greetings 83 Reply Feature troubleshooting 184 Resetting CallPilot 151 Operator password 157 System Administrator password 155 Ringing Answer Button 191 Rings assigning 93 S Sending a Group Message 62 67 Service Modes CallPilot Feature Compatibility 201 Set Relocation CallPilot Feature Compatibility 198 Sub menu Custom Call Routing CCR 104 Sub menu Custom Call Routing CCR 104 Subscriber Mailbox adding 37 overview 24 System Administrator Mailbox 23 password resetting 155 T Target Attendant in Class of Service 28 Telephone line display 19 Testing CCR Tree 133 Time and Date troubleshooting 184 Timeout CallPilot Feature C
216. want to delete see Reviewing entries in the Dialing Translation Table on page 179 To delete an entry in the Dialing Translation Table Log QUIT FETE OK Admin MBO AA OTHR RETR OK Dialing PARM TABLE HEST Dial Table ADE CHHG QUIT Tnval outwal HEST OTHE Tnval outwal CHHG DEL FIHO Deleted 1 If you use an Avaya BCM system a Press RJBJBJ Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Guide b Enter the user password and press OK Press 8 BJ This option does not appear as a display button option Press TABLE Press CHHG Press OTHR Inval outwal is an example of a Table entry Press DEL This display appears briefly Repeat steps 5 6 and 7 for each entry you want to delete Press to end the session CallPilot Telephone Administration Guide 182 Chapter 9 Dialing Translation NN40170 601 183 Chapter 10 Troubleshooting CallPilot This chapter describes problems that can occur when you operate CallPilot and possible solutions The Auto Attendant does not answer calls e Verify that you have assigned lines to the Greeting Table e All the channels can be busy Try calling back Your call is answered when a channel i
217. wering is available even if you do not have the Fax option installed on your system For information about Fax see the CallPilot Fax Set Up and Operation Guide Unified Messaging With Unified Messaging subscribers can use their email application to access voice fax and text messages from their personal computer Unified Messaging can be used with several popular email applications Unified Messaging is available for Avaya BCM systems NN40170 601 Chapter 1 Getting started 15 Desktop Messaging With Desktop Messaging subscribers can access their CallPilot mailbox from their personal computer Subscribers can manage all of their voice messages from one graphical interface Using CallPilot Who can use CallPilot CallPilot can be used by outside callers and mailbox owners subscribers in your company Subscribers at your office can use CallPilot from any display telephone that is connected to your telephone system Subscribers outside your office can use CallPilot from any tone dial telephone Incoming calls from a rotary dial telephone are transferred to your company receptionist or designated operator If an operator is not available the call transfers to the General Delivery Mailbox System timeout If you pause longer than 2 minutes when you program CallPilot using F983 the system times out and ends the session This is a safety feature that prevents unauthorized use of the system For example if the system times ou
218. your Broadcast message and press OK to end your recording Press PLA to listen to your Broadcast message before sending it or press OK to accept your recording or to press RETR to re record your Broadcast message Your message is delivered to all initialized mailboxes or press 8 or to cancel sending the Broadcast message Press 4 to end the session To record and send a Broadcast message CallPilot Mos RETRY Psu RETRY To HAME SPEC DOHE EMPTY 1 Press 1 9 BJ 0J Enter the System Administrator mailbox number and press GE or Enter the System Administrator mailbox password and press OK or A mailbox summary is announced Press COMP or to enter the Compose Message option Enter the Broadcast message address and press OK or J 9 0 0 is the default Broadcast message address The Broadcast message address changes if you change the Group List leading digit Press REC or and record the Broadcast message at the tone NN40170 601 Chapter 6 Broadcast and Information messages 109 Recording 7 Press OK or to end your recording REREC E r press KEREC to erase and re record the Broadcast message Rec stopped 8 Press FLAY or 2 to listen to your message PLA DEL SEHD or press SEHD or 7 Q to send the Broadcast message or press DEL or 7 6 to erase and re record the Broadcast message 9 Press to e
219. ystem Administrator or the General Delivery Mailbox NN40170 601 Chapter 3 Working with mailboxes 61 To delete a mailbox 1 If you use an Avaya BCM system a Press Q 8 B Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Avaya Business Communications Manager Administration and Security Log Guide QUIT RETRY Ok b Enter the user password and press OK Admin 2 Press MBOX MBO AA OTHF Mailbox Admin 3 Press DEL ADD DEL CHHG Mbox 4 Enter the number of the mailbox you want to delete DIR QUIT or press DIF to use the Company Directory Mbox ow ner name gt 5 Press DEL DEL QUIT Mailbox deleted 6 This display appears briefly Mailbox Admin 7 Press BEL to delete additional mailboxes ADD DEL CHHG or press C to end the session About Group Lists You can create a maximum of 99 Group Lists on your system Each Group List can contain a maximum of 300 mailboxes Before you add Group Lists prepare a group mailbox member list This list must contain e the Group List name maximum 16 characters long e the mailbox numbers to include in the group After you create a Group List you can change the mailboxes included in the list record a new list name view the Group List or delete the Group List CallPilot Telephone Adminis

Avaya BCM 5.0 - CallPilot - CallPilot Telephone User's Manual

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