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Nortel Networks 150 Answering Machine User Manual

1. Log 1 Press 9J8 6G LA d m BULL PENES UK Enter the System Administrator Mailbox number and password and then press OK Admin 2 Press OTHF MBO AA OTHR Admin 3 Press GLIST GLIST CCR OTHR Grour List Admin 4 Press ADD ALC DEL CHHG GList xxx 5 Press OE DK CallPilot assigns a Group List number automatically Record name 6 Atthe tone record the Group List name and press QE to end the RETRY ok recording This Group List name is played to any caller who leaves a message for the mailboxes in the group Accert name 7 To listen to your recording press PLAY RETRY PLAY OF or to accept the recording press OK Or to record the name again press RETR Hame 8 Enter the Group List name maximum 16 characters and press DE RETRY BSEP OF Mbox 9 Enter the number of the first mailbox you want to include in the DIK a Group List If you do not know the number of the mailbox press DIR to search the Company Directory MEME MM 10 Press ADD RETRY ALC Member added 11 This display appears briefly Mbox 12 To add additional mailboxes to the Group List repeat steps 10 DIR QUIT through 12 Or Press e to end the session CallPilot 150 Telephone Administration Guide 38 Chapter 4 Working with mailboxes At any time you can Changing a Group List e change a Group List display name e add delete or view Group List member
2. Log 1 Press 9 68 6 J LA z i BUIT RETE ue Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press MBOX MBO AA THF Mailbox Admin 3 Press BDD ACD DEL CHHG Hbox 4 Enter the mailbox number RETRY QUIT Tare subscriber 5 Press OK HEAT Ok Ext 6 Enter the extension number RETR OF Service class 7 Enter a Class of Service from 1 to 16 RETR Ok Hame 8 Enterthe mailbox owner s last name press 4 enter the mailbox c z LEVER RETR BKSP Dk owner s first name or initial and then press OK The name can be a maximum of 16 characters For information on entering names using the telephone dialpad refer to Using the dialpad on page 12 Directory 9 Press YES if you want the Subscriber s name to be included in the ues ES nO Company Directory Msg waiting 10 Press YES if you want the Subscriber to have Message Waiting JIES YES nO Notification Qutdial lt none gt 11 Press HEXT if you do not want to assign outdialing and go to step 15 CHHG HEST or press CHHG CallPilot 150 Telephone Administration Guide 26 Chapter 4 Working with mailboxes Dutdial line 12 Press HEXT if you want to use a line CHHG HEST or press CHHG if you want to use a line within a line pool XXEXI 13 Enter the Line or Pool number and press Ok SENEN us Line numbers mu
3. Grtd table RETRY OK HH menu Prompt zy CHHG OK Horn CCR tree HO CHHG OK Morn CCR tree HO CHHG HEXT Morn CCR tree DISABLE Tree enabled Horn CCR tree x CHHG HEXT 1 10 Press 0 8 8j Enter the System Administrator Mailbox number and password and then press DE Press BB Press TABLE Enter the Greeting Table number and press OK Press OE 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 HET if you do not want to assign a CCR Tree and go to step 11 Enter the number of the CCR Tree that you want to assign to the Greeting Table for the morning This display appears briefly Press HEYT if you want to assign afternoon evening and non business CCR Trees to the Greeting Table Or press C to end the session P0919416 03 Chapter 7 Working with CCR Trees 77 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 each transfer routes the caller to the intended destination e each prompt has correct information messages are courteous and easy to understand Disabling a CCR Tree Before you make any changes to a CCR Tree you must ensure service is not disrupt
4. M7100 M7208 M7310 M7100N M7208N Button name T7100 T7208 T7316 M7324 M7310N M7324N Feature Feature Fx Handsfree Bottom right hand Handsfree Handsfree button Hold lt gt es Hold as Volume Control GT a Release ws Ris p You can enter Feature or amp and the code to use a feature For example press Q9 8 8 to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press the as button on the T7100 terminal On T7100 terminals you can answer a second call by pressing e 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 CallPilot 150 Telephone Administration Guide 14 Chapter 2 Using CallPilot P0919416 03 15 Chapter 3 CallPilot mailboxes About installing mailboxes You install mailboxes by enabling a software authorization code The software authorization code enables the number of mailboxes that you can add to CallPilot On CallPilot 150 you can have a maximum of 200 subscriber mailboxes Refer to Enabling a software authorization code on page
5. To set up Touchtone Gate Log 1 Press 9 68 6 J L1 z D QUIT RETRY DK Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press AA MBO AA OTHR Ruta Atdt Admin 3 Enter 1 J GETG TABLE LINES TT gate mone 4 Touchtone Gate is not enabled by default oe Press CHHG to change to enable Touchtone Gate or to choose a custom voice prompt TT 3ate ztd 5 Press OK to accept the standard voice prompt CHHG OF or press CHHG to choose the custom voice prompt or disable Touchtone Gate P0919416 03 Chapter 5 Setting up the Automated Attendant 53 TT S3ate custom 6 Press HEXT to choose the custom voice prompt CHHG HEAT or press CHHG to disable Touchtone Gate TT Greetinai48 7 Press CHHG 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 RETR OK 10 Press 7 to end the session CallPilot 150 Telephone Administration Guide 54 Chapter 5 Setting up the Automated Attendant 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 Tabl
6. 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 line appearance of the marketing director s telephone and the receptionist s telephone is call forwarded to CallPilot incoming calls transfer to the receptionist s mailbox This is also true if the receptionist s telephone is CENA 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 CENA 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
7. Mo aftn 12106 Pr CHHG DAY HEXT Enter hmm 21 gt RETRY At FH Hon aft 12 81 Fm CHHG DAY HEST Ho eve AS BASE CHHG DAY HEXT Enter hhmm agal RETRY AM FH Mo eue a6gi rm CHHG DAY HEXT 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Press HERT Press CHHG Enter the extension of the Greeting Table Attendant Press HET To return the Greeting Table Attendant back to nane after an extension has been entered you must press CHNG and then f Press HEXT You must build a CCR Tree before you can assign it to a Greeting Table For more information refer to Building a CCR Tree on page 63 Press HEST Press HEST 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 hour must be preceded by Zero Press HET 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 CallPilot 150 Telephone Administration Guide 48 Chapter 5 Setting up the Automated Attendant Mo nonb lt 606 gt rm 32 Press CHHG CHHG DAY HEART Enter hhmm 0961 gt 33 Enter the Non business start time and press AM or FM RETRY Al PH Mo nonb lt 89 81 gt rm 34 Pr
8. 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 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 1 To add your name to our mailing list press 2 To reach our sales department press 8 To speak with our attendant press 0 Callers can press 1 to hear more options such as To hear our weekly specials press 1 To speak with the Order Desk press Q CallPilot 150 Telephone Administration Guide 66 Chapter 7 Working with CCR Trees 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 Loa QUIT RETRY Ok Admin MBO AA OTHE Admin GLIST CCE CCE Admin ADMIH CCR tree RETR Ok Tree enabled Tree x CHHG QUIT Path RETRY EHD OK MEHL IMFO OTHE Primary Fraomrt REC Rec Fri prompti RETRY OF Accert Prompt RETRY PLAS OF Rec alt Prompt VES Ho 1 10 11 12 13 Press C6 Je BJB Enter the System Administrator Mailbox number a
9. 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 designated Operator change the Business Status to Yes in the morning when your company opens At the end of the business day have the Receptionist or designated Operator set the Business Status to No P0919416 03 Chapter 9 CallPilot operations 95 To set the Business Status 1 Press e 16 Paud 2 Enter the Operator password and press OE RETRY OF Atdt avail Y 3 Press HEXT CHHG HEAT Business openi H 4 Press CHHG to toggle between Y and N CHHG HEART 5 Press to end the session Changing greetings or the Business Status from a remote telephone You can change a greeting or the Business S
10. Press e to end the session P0919416 03 Chapter 7 Working with CCR Trees 75 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 FAUS to enter a timed pause that appears as F on the display Pauses are four seconds long m You can press FAUS 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 5 Jor OTHR to enter a 6 Jor OTHR to enter a BOTHE 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 150 Telephone Administration Guide 76 Chapter 7 Working with CCR Trees Assigning a CCR Tree to a Greeting Table Before incoming callers can access a CCR Tree you must assign lines to a Greeting Table For information about assigning lines to Greeting Tables refer to Configuring line answering on page 49 To assign a CCR Tree to a Greeting Table Loa QUIT RETRY OK Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LIHES
11. and press OK Press to end the session Resetting the Operator password You can reset the Operator password if it is forgotten Resetting the Operator password 7 Operator resets the Operator password to the default of 6 7 Seti KAHH HEXT Fawd RETRY Reset Password WES HO 1 3J7J8J8Jle Press 9 8 6 Press 7 Press 7 7 8 JB 7 7 and press BE or 4 J Press VES or amp Resetoperpswd CallPilot 150 Telephone Administration Guide 94 Chapter 9 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 Operator 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 JQ 8 2 Paud 2 Enter the Operator password and press OK RETRY Ok Atdt avail 3 Press HEXT until you see the display in step 4 CHHG HEAT Atdt xxx 4 Press CHHG CHHG OF Ext 5 Enter the Operator extension RETRY QUIT Atdt xxx 6 Press amp to end the session CHHG HEAT
12. Return to Menu Part No P0919416 03 CallPilot 150 Telephone Administration Guide RTEL NETWORKS 2 CallPilot 150 Telephone Administration Guide Copyright 2002 Nortel Networks All rights reserved 2002 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks All other trademarks and registered trademarks are the property of their respective owners P0919416 03 Contents 3 Contents Chapter 1 Getting started with CallPilot 0 20 cece eee eee eee 7 POC CAPIO 4 4 deus qi ER dran sci dcl dub ung GNE he asi E ce E EE T CallPilot features 2 eee cca es mem re RR RAN EEPISRER EERO RR Rd ES ea ERR HOE Se 7 VOM 2244593554424 ohio RESP SENA KE EX NER EE RU EG AUR UD de 7 Automated Attendani suissssccnsaeesrRR X REG U EX GR XJ R RERO ORR EW ORE OR RES 7 Custom Call Routin
13. Do Not Disturb DND 129 Intercom numbers 129 Language choice 130 Messages 130 Night Service 130 Prime Set 130 Private line 130 Service Modes 131 Set Relocation 128 Timeout 129 Transfer Callback 131 Camp On CallPilot Feature Compatibility 128 CCR Tree changing 77 deleting 83 designing 58 Destination Types 81 disabling 77 erasing a Path 83 Leave Message 80 Leave Message Point 70 Menu sub node adding 66 overview 58 planning 58 testing 77 Transfer Point 82 Class of Service 19 Call Record 19 default values 20 greeting length 19 mailbox message time 19 message length 19 message retention period 19 networking 19 number of attempts 19 Off premise Message Notification 19 Outbound Transfer 19 password attempts 19 password expiry 19 prompt language 19 retry intervals 19 summary 20 Target Attendant 19 User Interface 19 Company Directory recording name in 24 troubleshooting 115 CallPilot 150 Telephone Administration Guide 146 Index Conventions guide 13 button options 13 buttons 13 command line 13 Custom Call Routing CCR 7 82 assign CLID number 77 changing CCR 77 deleting a Tree 83 Destination Types 81 Destination types 60 disabling 77 erasing a Path 83 Leave Message 60 Leave Message Point 70 80 level 47 57 menu 47 57 overview 57 Path 47 57 60 testing a Tree 77 Tree overview 58 D Default extension Operator DN 94 Default password 24 Delayed Ring Transfer DR
14. 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 150 Telephone Administration Guide 122 Chapter 12 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 mailbox To call forward to a mailbox press ele amp 8 amp J To cancel call forward Press 4 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 P0919416 03 Chapter 12 CallPilot configuration tips 123 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 m
15. RETR Ok or if you want to change the Alternate extension enter the new extension number and press OE Alti exti xx 24 Press CHNG to change the second Alternate extension CHHG HEAT H1t2 extixxx 25 If you want to delete the second Alternate extension press J AUN BR The display shows Alt ext Crore or if you want to change the second Alternate extension number enter the new extension number and press OE Alt2 ext appears only if Alternate extension 1 is assigned H1t2 extixxx 26 Press HEXT RETRY OF Med linezcx 27 Press CHHG to change or assign an Express Messaging Line CHHG HERT Or press HEXT and go to step 29 Med line 28 Enter an Express Messaging Line number between 1 and 500 RETE DK and press OK M59 line xx 29 Press HET CHHG HERT srersiblind 30 Press CHNG if you want to change the call screening status CHHG HERT Or press HERT and go to step 30 Hfersiscreened 31 Press HEXT CHHG HERT Mailbox Admin 32 Press to end the session HDD DEL CHHG P0919416 03 Chapter 4 Working with mailboxes 35 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 su
16. Service CallPilot records the number of incorrect attempts from the last time the mailbox was successfully accessed If the number is exceeded the mailbox owner is locked out and hears the message This mailbox is locked to prevent unauthorized access Contact your administrator for assistance The mailbox cannot be opened again until the you reset the password To reset a password refer to Changing a mailbox on page 32 A mailbox is not in the Company Directory Verify the mailbox is initialized If the mailbox is not initialized it does not appear in the Company Directory Verify the Company Directory setting for the mailbox is set to Yes Refer to Changing a mailbox on page 32 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 up to 200 subscriber mailboxes You cannot enter a name for a mailbox You must enter names as last 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 32 CallPilot 150 Telephone Administration Guide 116 Chapter 11 Troubleshooting CallPilot Incomplete m
17. 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 Refer to Mailbox Class of Service on page 19 Information mailboxes Information mailboxes play an informative message to callers who access it An Information mailbox must be initialized before it can play an information message Callers cannot leave messages in Information mailboxes Information mailboxes do not have operating extensions For more information about Information messages refer to Information mailbox messages on page 87 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 announce special events A caller is disconnected automatically after listening to an Information mailbox Information mailbox Greetings can be recorded by you or by the person assigned the Information mailbox To let callers kno
18. 103 for information on how to enable software authorization codes 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 N minimize the risk of unauthorized activity Default System Administrator Mailbox number and password combinations For a mailbox number length of the default System and the default Administrator System Administrator sothe combined mailbox number 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 any time For information on changing the Class of Service refer to Changing a mailbox on page 32 CallPilot 150 Telephone Administration Guide 16 Chapter3 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
19. 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 assign a destination A destination can be a Greeting Table mailbox extension CCR Tree or a node on a Tree P0919416 03 Chapter 5 Setting up the Automated Attendant 55 To route a phone number Loa QUIT RETRY OK Admin MBO AA OTHF Call id table ADD CHHG QUIT Fh RETR Ok Destination TABLE EXT OTHR HDD Call id table CHHG QUIT 1 Press C6 Je 8 8 Enter the System Administrator Mailbox number and password and then press OK Enter A f Press ADD 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 Choose a destination To route the phone number to a Greeting Table e Press TABLE Enter a Greeting Table number from 1 to 4 e Press OK To route the phone number to an extension e Press EXT Enter the extension number e Press OK To route the phone number to a mailbox e Press OTH
20. CCR tree RETR OK Hew tree x BUILD QUIT a Home Henu FEC OTHE OK Rec Fri Prompt RETRY Ok Accert Prompt RETRY PLAS Ok Path RETRY EHC OK Tree x SALE FRIHT QUIT Save as tree x YES OTHE QUIT Tree saved CCR Admin AGM IM 1 10 11 12 13 14 Press Ce 9 8 J Enter the System Administrator Mailbox number and password and then press DE Press OTHE Press CCR Press BDHIH Enter a Tree number from 1 to 8 and 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 PLB Or if you want to accept your recording press OK Press EHD Press SANE Press WES This display appears briefly Press 4 to end the session P0919416 03 Chapter 7 Working with CCR Trees 65 Adding nodes to the Home node If you create a CCR Tree with 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
21. CHHG HERT CallPilot 150 Telephone Administration Guide 98 Chapter 9 CallPilot operations Sec langi MASra 7 Press CHNG to toggle the secondary language choices ER BEST 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 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 To change the Group List leading digit Log 1 Press BJB J ES QUIT RETR Ok Enter the System Administrator mailbox number and password and then press OK Admin 2 Press p MBOX AA OTHR This option does not appear as a display button option Bilingual 3 Press HEYT CHHG HEAT Prim langi xxx 4 Press HEXT CHHG HEST Sec langi xxx 5 Press HEXT CHHG HEAT Grour lists 6 Press HEXT CHHG HEAT Leading digit 9 7 Press CHHG CHHG HEAT Leading digi
22. Call Routing CCR 59 Information Mailbox 28 Information Mailbox adding 28 setting up 28 uses for 28 Information mailbox greeting recording 87 Initializing a mailbox 24 Intercom numbers CallPilot Feature Compatibility 129 L Language choice CallPilot Feature Compatibility 130 Leave Message Custom Call Routing CCR 60 Leave Message Point adding 70 changing 80 Line configuration 50 Viewing and changing 50 Log prompt troubleshooting 114 Mailbox locked out 31 115 adding 25 cannot be added 115 Class of Service 19 Express Messaging Line 22 General Delivery 16 102 Guest 27 Information 28 initializing 24 Message length 19 Message Waiting Notification 21 Outdial route 21 password expiry 19 properties 21 alternate extensions 22 Call Screening 23 Express Messaging Line 22 include in Company Directory 21 Message Waiting Notification 21 outdial route 21 troubleshooting 115 Mailbox message time in Class of Service 19 Mailbox properties alternate extensions 22 Call Screening 23 Express Messaging Line 22 include in Company Directory 21 Message Waiting Notification 21 Message sending to group 36 Message length in Class of Service 19 Message Waiting Notification 21 mailbox 21 Messages CallPilot Feature Compatibility 130 minimum recording length 87 silence timeout 87 Morning Greeting 45 N Name recording in Company Directory 24 Networking in Class of Service 19 Night Servic
23. HEXT to view the next entry in the table SHEEP ES Bins Irial outual 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 P0919416 03 Chapter 10 Dialing Translation 111 Changing a Dialing Translation Table entry After you build a Dialing Translation Table 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 112 To change an entry in the Dialing Translation Table Loa QUIT RETRY OK Admin MBO AA OTHR Dialing FARM TABLE HEST Dial Table HDD CHHG QUIT Inve l outywal HEXT OTHE Trnval outual CHHG DEL FIHD Out RETR OK Qutb xxx RETR OK 1 Press Ce 9 8 J Enter the System Administrator Mailbox number and password and then press DE Press B 6J This option does not appear as a display button option Press TABLE Press CHHG Press OTHR Iral outual is an example of a Table entry Press CHHG Enter a new output value up to 15 digits Press OK to accept the output value or press RETR to enter a new output value Press e to end the session CallPilot 150 Te
24. To add a Transfer to an internal extension Loa 1 Press 9J8 G L1 T BUIT RETR BR Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press OTHR MBOX AA OTHE Admin 3 Press CCR GLIST CCR CCR Admin 4 Press ADMIH AGM IM CCR tree 5 Enter the number of the CCR Tree you want to add a Transfer node RETRY Js to and press OE Tree x 6 Press CHHG CHHG QUIT Path 7 Enter the Path number and press OK RETRY END For example to create a Transfer node on the second level of a CCR Tree enter 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 h 8 Press OTHF MEHL INFO OTHR x k 9 Press HFEF AFER LUMSG OTHE Transfer 10 Press IHT EAT IHT Ext 11 Enter the extension RETRY DE Path 12 Press EHD RETRY EHC OK Tree x 13 Press SANE SAVE QUIT Save as tree x 14 Press VES YES OTHF QUIT Tree saved 15 This display appears briefly P0919416 03 Chapter 7 Working with CCR Trees 73 CCR Admin 16 Press to end the session HDTIIH 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
25. an Information mailbox message 0 e eee eee 88 Chapter 9 CallPilot operation csc arns cusses escuecescsctesec aeseeeeeceeees 89 About reset ng CaIPHOL 1usseu edes rreson ibeere ntin t RAO Gr Kes ed bit wees 89 liiBalizing CAIRNS S cs cda xb bead REPERI RR pes UC E SA edis 90 Resetting the System Administrator password 0 00 e eee 91 Operator settle ii essc esaia daine REAPER RA dent RE Gud d decur E E mobs 92 Setting the Operator status siss c5ses cee se kr ER ERR EURRRERARY eas 92 Changing the Operator password 0 000 e eee eere 93 Resetting the Operator password 0 00 c cece eee 93 Changing the Operator default extension 00 0 eee eee 94 Setting the Business Status 0 00000 eects 94 Changing greetings or the Business Status from a remote telephone 95 Seting ub ine BOWEN sic ce tet eed oe ee ed amp UR ace ORDRE DAR 95 Setting the Automated Attendant status 0 0 0 ccc eee 96 CallPilot 150 Telephone Administration Guide 6 Contents CallPilot default system options 000 cece ee 97 Language SvallalID iud qd E GARRARD See VADE EARN UD 40 GO AIC 97 Group Lst leading idit amp adaxeaxeausdQeere bd raa3 Ed Ok QQ RARE GREASE LE RR 98 VORA sri casi cece daveb eRe eee eb eed Eee EEEE EE CREA GRRE e eR ES 9g Company DISCON 1 nuu desde welch be Rie ie mare nde anak do hate e tai 100 adiret crc mE 101 General Delivery Mailbox 4 22 22222 4 rr Rr aei
26. and No Hatch Firstname 5 Press OE to search by first name CHNG Ok ag press CHHG to select last name or first and last names 6 Press to end the session P0919416 03 Chapter 9 CallPilot operations 101 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 enough channels to accommodate incoming calls Note Enable Outbound Transfer only for users who require this feature Outbound Transfer increases the likelihood of unauthorized use of the CallPilot system For more information on Off premise Message Notification and Outbound Transfer features refer to Class of Service values on page 20 To designate the number of channels for outdialing Loa 1 Press 9 8 8 BM BEI lk Enter the System Administrator mailbox number and password and then press OK Admin 2 Press 6J EN OEE This option does not appear as a display button option Hum of chars 1 3 Press CHH G CHHG OK iiid chans 4 Enter the number of channels between 1 and 4 that you want to OF use for outdialing
27. and press OK 5 Press to end the session CallPilot 150 Telephone Administration Guide 102 Chapter 9 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 enabled 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 Log 1 Press 6 6 LI m Beal PEIE euk Enter the System Administrator mailbox number and password and then press OK Admin 2 Press 6J MESA B DITS This option does not appear as a display button option Gen Deliver 3 Press CHHG to toggle between Y and N CHHG OF or press OK to accept the setting 4 Press to end the session P0919416 03 Chapter 9 CallPilot operations 103 Enabling a software authorization code With software authorizati
28. 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 1 To reach our sales department press To reach our shipping and receiving department press 8 To speak with our receptionist press 0 N 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 P0919416 03 Chapter 12 CallPilot configuration tips 127 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 cal
29. current password has expired You must change your password Ye t dh d Ye tch d Please enter your new password and press 8 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 N 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 150 Telephone Administration Guide 32 Chapter 4 Working with mailboxes Changing a mailbox After you add a mailbox you can change the mailbox password extension Class of Service display name appearance in the Company Directory Message Waiting Notification outdial route Alternate extension Express Messaging Line Call Screening 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 owner to change the default password as soon as possible While the mailbox has the default password the mailbox is vulnerable to unauthorized access To change a mailbox Loa QUIT RETRY OK Admin MBO AA OTHR Mailbox Admin HDD DEL CHHG Hbox DIF QUIT Password RE
30. greetings 5 6 7 and 8 in the alternate language and assign the greetings to Greeting Table 2 for line 2 P0919416 03 Chapter 5 Setting up the Automated Attendant 43 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 Morning Greeting Good morning You have reached Touchstone Marketing Afternoon Greeting Good afternoon You have reached Touchstone Marketing Evening Greeting Good evening You have reached Touchstone Marketing A QQ N a Non business Greeting You have reached Touchstone Marketing Our business hours are Monday to Friday from 8 00 a m to 5 00 p m Please stay on the line and leave a message Thank you for calling Greetings 1 through 4 are assigned by default to all Greeting Tables This means that Greeting 1 plays as the Morning Greeting for Greeting Table 1 2 3 and 4 If you use only one Greeting Table the numbered greetings you record from 1 to 4 play automatically You do not have to assign Greetings 1 to 4 to the table but you must select the language preference If you us
31. 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 Automated Attendant transfers the caller to the mailbox associated with the telephone Feature timeout CallPilot has a timeout of up to two minutes This feature is independent of the CallPilot 150 system timeout 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 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 150 Telephone Administration Guide 130 Chapter 12 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 gt Lines If a line programmed to be answered by the Au
32. 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 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 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 2 B To reach our receptionist press o J Note The number 46 in this example is an operating telephone extension and the number 28 is the Guest mailbox CallPilot 150 Telephone Administration Guide 18 Chapter3 CallPilot mailboxes Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the
33. owner deletes some of the messages in the mailbox If more message time is required you can change the mailbox Class of Service For more information refer to Changing a mailbox on page 32 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 refer to General Delivery Mailbox on page 16 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 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 sho
34. 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 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 their mailbox 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 P0919416 03 Chapter 11 Troubleshooting CallPilot 119 Message Meaning Mbox nearly full Appears if the maximum message storage time is almost reached in a mailbox This is determined by the Class of Service Tel
35. 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 OE To accept the recording press OK Or to re record the prompt press RETR Press OE Press CHHG to assign a new greeting number to this Greeting Table Or press HET to go to step 13 the afternoon greeting Enter a greeting number from 1 to 40 and press OE Press HERT To continue assigning the Afternoon Evening and Non business Greetings to the Greeting Table repeat steps 10 through 12 Or if you are finished assigning Greetings press HEXT until you see the display in step 14 that you can assign a language preference from If you do not have the bilingual option enabled the steps for setting a language preference are not available and you go to step 16 If you want to change the language preference for the Greeting Table press CHHG Or if you do not want to change the language preference press HEST P0919416 03 Chapter 5 Setting up the Automated Attendant 47 Lana pref alt CHHG HEXT Atdt imone CHHG HEXT Ext RETR QUIT Htdti zx CHHG HEXT Morn CCR treeiHg CHHG HEST Aftan CCR tree Ho CHHG HEST Eve CCR tree H CHHG HEAT HBus CCR tree CHHG HEST Ho marn iz ag8 am CHHG GAY HEXT Enter hhmm RETRY AM FH Mo morni Sogar CHHG DAY HEST
36. press OK to accept your recording Or to press RETF to re record your Broadcast message Your message is delivered to all initialized mailboxes Or press or to cancel sending the Broadcast message Press to end the session To record and send a Broadcast message CallPilot Hbox RETR Ok Psu RETR OK Ta HHME SPEC DOHE EMPTY REC Recording FEREC Ok Rec storred PLAY DEL SEND 1 Press 9 8 1 J Enter the System Administrator mailbox number and press OF or amp J Enter the System Administrator mailbox password and press OF or amp J A mailbox summary is announced Press COMP or 7 6 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 5 J and record the Broadcast message at the tone Press OF or to end your recording or press REFEC to erase and re record the Broadcast message Press PLAY or 2 to listen to your message Or press SEHD or 7 9 to send the Broadcast message Or press DEL or 7 6 to erase and re record the Broadcast message Press to end the session P0919416 03 Chapter 8 Broadcast and
37. 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 f you are calling from a tone dial telephone please press 1 now If you are a pulse dialing caller or 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 40 as the custom Touchtone Gate prompt When Touchtone Gate is enabled Greeting 40 is the default custom prompt For more information on recording Greetings refer to Recording a Greeting on page 44 When the tone for 1 is received the call goes to the Automated 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 If you are calling from a tone dial telephone please dial the extension number or press amp for the Company Directory If not please hold and you will be transferred to the operator
38. 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 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 amp J56J5 56JRJ JGJ amp 4 6 6 6 J 2 8 4 is the telephone number dialed For information on preventing unauthorized calls using outdial refer to Outdial route on page 21 To add a Transfer to an external number Log 1 Press 9 Be B LA z i d ROIT BEI M Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press OTHF MEO AA OTHR Admin 3 Press CCR GLIST CCE CCR Admin 4 Press BDHMIH ADMIN CCR tree 5 Enter the number of the CCR Tree you want to add a Transfer node RETRY aE to and press OE Tree x 6 Press CHHG CHHG QUIT Path 7 Enter the Path number and press Ok RETRY END uk 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
39. the same digit This helps you to identify the mailbox type To add a Guest mailbox Loa QUIT RETRY OK Admin MBO AA OTHR Mailbox Admin ADL DEL CHHG Hbox RETR QUIT Tyre subscriber HEXT OF Ext RETR OK Service class RETR OF Hare RETR BKSF OF Directors VES Ho Med waiting VES HO Qutdial none CHHG HEXT Mailbox Admin HDD DEL CHHG 1 10 11 12 Press 9 6 Enter the System Administrator mailbox number and password and then press DE Press MBO Press ADD Enter the Guest Mailbox number Press OK E 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 OK For information on entering names using the telephone dialpad refer to Using the dialpad on page 12 Press VES if you want to include the mailbox owner s name in the Company Directory Press HO Press To add another Guest Mailbox repeat steps 3 through 11 Or press amp to end the session CallPilot 150 Telephone Administration Guide 28 Chapter 4 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 ma
40. time of day You can record and assign different greetings to the Greeting Table You can specify which greetings play for particular lines For example you can program the system so that callers hear one greeting when they call the sales line and a different greeting when they call the customer support line After the greeting the Automated Attendant Menu offers 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 Automated Attendant Menu See Planning and designing a CCR Tree on page 58 for information on creating a CCR menu Automated Attendant answering overview Incoming call Receptionist Automated Attendant answers answers Company Greeting plays Custom Call Routing Automated Attendant Menu plays Home Menu plays CallPilot 150 Telephone Administration Guide 42 Chapter 5 Setting up the Automated Attendant Greeting Tables Greeting Tables store the recordings played by the Automated Attendant to incoming callers CallPilot has four Greeting Tables You can record a total of 40 Company Greetings but only four greetings can be assigned 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 G
41. 150 is 200 Ho msa notify Appears if Off premise Message Notification is not enabled Off premise Message Notification is assigned in the Class of Service Ho Farta connect Appears if you try to transfer a call before establishing an active call Ho Previous msgs Appears if the first message in a mailbox is playing you enter the command to play the previous message Lm buza Appears if the maximum number of users are accessing CallPilot CallPilot 150 Telephone Administration Guide 120 Chapter 11 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 to access the Configuration or Operator Status feature codes e the message recorded has too many Forwards and Replies 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 recorded Appears if you try to play a Primary or Alternate Greeting before it is recorded rtionz cancel Appears if you cancel Delivery Options while you are sending a message Out of zFace Appears if the CallPilot Message Storage capacity is full You must delete old messages from the General Delivery Mailbox and tell sub
42. 43 Recording a GISING usas tedden beeen d Vds dac Na acia are d RAE aes 44 Setting up a Greeting Table a si ceicieas deere REA awk s ERR EA REA ARRA s 45 Configuring line nSwenng on ccan bue reds ks dome m ed Bom eee cok RA A im es 49 Changing line Conigurathon issus rmm RR DE RR xn Ry ra REOR RR dn 50 To change or view how a line is answered 0 ccc eee eee 50 Assigning the number of rings before CallPilot answers lessen 51 Setting up Touchtone Gale exausuccsdex rers Ree E RR ee RE X E RR ee Re ud edd 52 About the CLID Routing Table 2 cee ee ee rm mb m RR x 54 Chapter 6 Custom Call Routing i224 s rosas awearoztinmizcascuhd rune 57 About Custom Call ROUN sisse exa ecran EORR RR RA eens ERR E EUR Rus 57 Planning and designing a CCR Tree 00 58 Components ofa CCR Wee as ssce dsc oee resis uu RR D pe Red pi aval msc UO des 58 The HONG NOUR 264 4 ccc ede SO e rx RO IER Pec coe d do e odes 58 lntormallon MESSAGES neces eR ERREUR IEOR RISE ERE RRad4dbrqua dde 59 zo EUER 59 DPMS POOS Sas C CMM 60 Transat Woe Pee D CUIU 60 Destabon Wee os ciate leeds 299 5 pl es AUR A CAO E ee CALO ROC ART CARE 4 60 RES ooo sacco arl Ga ode dues au sa dada adiectum hera ard wend 60 An example ofa COH Wee icocanecleeeu e RR ens Seed ee RARE RE E ARR RR Rs 61 P0919416 03 Contents 5 Chapter 7 Working with CGR Trees acucocuozlcnuise reser coc epiteet hitini 63 Building a GCR Wee cisiescgeaiigease iki nleeer b
43. CR 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 leave a message in a mailbox e transfer to an extension or an external number e go toa sub menu 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 To build a CCR Tree you start by creating the options presented in the Home node You can include up to eight options in the Home node You record a prompt that informs callers of the Home node options You can build up to eight CCR Trees After you build a CCR Tree you must assign it to a Greeting Table CallPilot 150 Telephone Administration Guide 58 Chapter 6 Custom Call Routing 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 create the mailboxes that you will add to a CCR Tree for callers to leave messages in e determine destination types 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 call
44. 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 Ce 9 8 0 the prompt Press amp to use the Directory does not play e to callers who use the Automated Attendant e to subscribers who send a message from their mailbox or use the Leave Message feature Ce J 8 o To enable or disable the Company Directory Log 1 Press 6 68 L1 T Lud RENT CUN Enter the System Administrator mailbox number and password and then press OK Admin 2 Press 4 EUM m ois This option does not appear as a display button option Woice Mail 3 Press HEXT CHHG HEAT Dir avail 4 Press HEST to choose a search mode CHHG HEART Or press CHHG to toggle between Y
45. E e Press MBOK 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 6 Repeat steps 3 through 5 for each phone number you want to route 7 Press to end the session CallPilot 150 Telephone Administration Guide 56 Chapter 5 Setting up the Automated Attendant To change or delete a phone number in the CLID Routing Table Loa 1 Press 9 6 6 J L1 z m GJIT RETE BN Enter the System Administrator Mailbox number and password and then press OK Admin 2 Enter 1 1 MBO AA THR Call id table 3 Press CHHG ACE CHHG QUIT Fh 4 Enter the phone number you want to change or delete and press BE RETRY DE PHARMA 5 Press CHHG and follow the display prompts to change the phone CHHG HEST OTHR number Each phone number assigned to the CLID Routing Table must be unique or press HERT to view the next phone number in the table Or press OTHR to delete a phone number and go to step 6 Phi 6 Press DEL to delete the phone number from the table DEL FH QUIT 7 Press to end the session P0919416 03 57 Chapter 6 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 C
46. 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 128 Call Forward All Calls CFAC on page 128 and Answer buttons on page 128 P0919416 03 Chapter 12 CallPilot configuration tips 131 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 Automated Attendant Transfer Callback Calls through the Automated Attendant that transfer to an extension without CFNA are routed by Transfer Callback to CallPilot after the designated number of rings The CFNA Transfer Callback feature is programmed so that the fewest rings take precedence CallPilot 150 Telephone Administration Guide 132 Chapter 12 CallPilot configuration tips P0919416 03 133 Chapter 13 Default configuration values The following tables list CallPilot default configuration values Value or range Default System Administrators password Special Mailbox types General Delivery Mailbox System Administrator Mailbox Automated Attendant Extension Number 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 le
47. 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 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 When you assign an Outdial route the dialing is done by the extension the system is connected to not by the display telephone CallPilot 150 Telephone Administration Guide 22 Chapter 3 CallPilot mailboxes 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 23 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 two alternate extensions to each Subscriber Mailbox If a caller dials the main extension the mailbox that has alte
48. IUSE irira a wEbHES RR UC FS Rau S EX ORE SCORE heeds 21 Fasern odali uias see ERA pies FREIER EqQGUECSPRERIZVCKXEATAPC RS 23 libi panios TTE T m 24 CallPilot 150 Telephone Administration Guide 4 Contents Chapter 4 Working with mailboxes ci5 061s des cevwcesieos eee eiaceewncn vee 25 Adding a Subscriber mallbox ose tes kae ewe p Ron RR CROR SEAR RR d RC RU AR 25 Adding a Guest mallbox anuos sur ure RP ER tent ri niied RA EGER 27 Adding an Information mall Xx qxsses bess ee m REG eS Heed EX GORER RE E RBA 28 Adding many MENDON sagas caved shove a hatanding bowed TR REOR eser ENNA 29 About mailbox passwords ssc coe ores es xum e ph ek REOR xd Rde3e EErEE PORE e gn 31 Changing AMA A TERTII EU IU a 32 guts erria CP eee aa ra ra aa 35 ABDONEGIGUP SE ieas VECTEUR IER dca do a a A See es 36 About Sending Group List messages 00 cece ees 36 About Group List N mbere 04 ccsc6c0cceceeaecazacs ape aces eaeeea Kens 36 ASIN A Group EISE 266544 chet ohin Gerad eels oe dar XE ia EES CEPI RR OER 37 Ghangding a Grop i were Por PP 38 Deleting a Group St access susce Ee E RI OS ERLEGe RAO WE ror enna E 40 Chapter 5 Setting up the Automated Attendant 200 0c cece ee eee eee 41 About the Automated Attendant isses sna sauaena RR a 0aRe oes SH ae ee ROEM E RUE 41 Greeting Tablas ssec uen er e ieee eee RE awt AAE r RACE OG Ra R Rr RE op qs 42 About Company QIGelln o8 ausus bak e o xor Riek oad Cone ded a oed te
49. Information messages 87 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 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 reading it aloud When you are confident the message includes everything you want it to r
50. M IM 16 17 This display appears briefly Press 4 to end the session Changing a Transfer node To change a Transfer node Loa QUIT RETRY Or Admin MBO AA OTHR Admin BLIST CCR CCR Admin AGM IM CCR tree RETR Tree x CHHG QUIT Fathi RETR EHC DE Transfer EXT IHT Ext CHHG HERT Path RETRY END OF Tree x SALE QUIT OTHF WES Save as tree x QUIT 1 10 11 12 13 14 Press e16 6 Enter the System Administrator Mailbox number and password and then press DE Press OTHE Press CCR Press BDHIH 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 Press CHHG Press IHT if you are changing an internal extension Or press ERT if you are changing an external extension Enter the new extension number you want to transfer to and press HEXT Press EHD Press SAWE Press VES P0919416 03 Chapter 7 Working with CCR Trees 83 Tree saved 15 This display appears briefly CCR Admin AGM IM 16 Press to end the session 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 reco
51. Pilot 150 Telephone Administration Guide 50 Chapter 5 Setting up the Automated 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 Loa 1 Press 9 8 8 L1 T T BUIT RETR Bs Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press AA MBO AA OTHF Auto Atdt Admin 3 Press LIHES GETG TABLE LIHES Line number 4 Enter the line number and press OK RETRY OK Line Hns H 5 Use the HEXT and CHHG buttons to view the assigned lines or change Ets TABLE esl the answer 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 amp to end the session P0919416 03 Chapter 5 Setting up the Automated Attendant 51 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 bein
52. Pilot 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 Automated 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 Automated Attendant menu Message Waiting Notification Message Waiting Notification provides a mailbox owner with a message notification Message for ou 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 Automated Attendant to Press O for an operator If the Operator is not available callers who request the Operator transfer to the General Delivery Mailbox In C
53. RY PLAY REC Record greeting RETRY ok Accert greeting RETR PLAY OF 1 Press 9 8 Enter the System Administrator Mailbox number and password and then press DE Press HA Press GETG Press GETG Enter the number of the Greeting you want to record from 1 to 40 and press OE 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 FLAY or to accept the recording press 0K Or to re record the greeting press RETRY Repeat steps 5 through 9 if you want to record another greeting Press 4 to end the session P0919416 03 Chapter 5 Setting up the Automated Attendant 45 Setting up a Greeting Table To set up a Greeting Table you can record a Custom prompt if you want to replace the Automated Attendant Menu assign Greetings for each time of day to the Greeting Tables 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 refer to Building a CCR Tree on page 63 Custom prompts You can record a Custom prompt to replace the Automated Attendant Menu prompt We recommend that you record prompts that are at least ei
54. SET HEXT Password reset Password RESET HEXT 1 Press JE BJ BJ Enter the System Administrator mailbox number and password and then press DE Press MB S Press CHHG Enter the mailbox number or press DIE to use the Company Directory If you want to change the password press RESET Or press HEAT to change other mailbox settings and go to step 8 The password is reset Press HEXT to change other mailbox settings Or press C to end the session P0919416 03 Chapter 4 Working with mailboxes 33 Exti xx CHHG HEXT Exti xx RETR QUIT Service classixx CHHG HERT Service classi x RETR Ok Mbox owner name CHHG HEXT HHHH KK RETR BKSF OK HHRHH KK CHHG HEXT Directora CHHG HEXT CHHG HEST Med waiting CHHG HEXT Qutdial lt xxxx gt CHHG HEXT Dutdializxxxx CHHG HEXT 8 10 11 12 13 14 15 16 17 18 19 If you want to change the extension number press EHHG Or press HERT and go to step 10 Enter the new extension number and press HEXT If you want to change the 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 CHHG Or press HET and go to step 15 Enter the mailbox owner s last name
55. T CallPilot Feature Compatibility 129 Deleting a Group List 40 Destination Type 54 assigning 54 Destination Types changing 81 Destination types Custom Call Routing CCR 60 Dialing Translation access code 107 area code 107 example table 106 107 long distance access code 107 Network Access 107 parameters 107 reply translation 107 setting 108 Dialing Translation Table example 106 107 reviewing entries 110 Disabling 102 CCR Tree 77 Disconnect Supervision CallPilot Feature Compatibility 129 Display 13 log prompt 114 two line 11 Display telephone entering characters 12 Do Not Disturb DND CallPilot Feature Compatibility 129 E Enabling General Delivery Mailbox 102 Erasing a CCR Path 83 Error messages troubleshooting 117 Evening Greeting 45 Expiry password 31 Express Messaging Line about 22 defaults 22 Extension number length troubleshooting 114 F Forwarding calls troubleshooting 114 G General Delivery Mailbox 16 102 113 assigning 102 Greeting Table Alternate Language 43 assigning a greeting 45 overview 42 Primary Language 43 recording Company Greetings 43 setting up 45 using the Alternate Language 42 Greetings Afternoon 45 assigning to a Greeting Table 45 Evening 45 Morning 45 troubleshooting 113 Group List delete 40 Group Message 36 numbers 36 troubleshooting 116 P0919416 03 Index 147 Guest Mailbox 27 adding 27 uses 27 using 27 H Home node Custom
56. The second digit is the path where you want to create the Transfer node CallPilot 150 Telephone Administration Guide 74 Chapter 7 Working with CCR Trees x MEHL IMFO OTHE SFER LWMSG OTHE Transfer EST IHT Qutdial lt line gt CHHG HEXT XXXXI RETR OK Accert x RETR OF Fh RETRY Ok MXMMMMXM HDD OK Path RETRY EHC DE Tree x SALE FRIHT QUIT Save as tree x YES OTHR QUIT Tree sawed CCR Admin ADMIH 8 9 10 11 12 13 14 15 16 17 18 19 20 Press OTHE Press amp FER Press EXT Press HET 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 CHHG 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 OK to accept the line or pool number Enter a destination telephone number up to 30 digits and press OK Press OF 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 75 for more information Press EHD Press SAVE Press VES This display appears briefly
57. 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 Youentered 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 refer to Deleting a CCR Tree on page 78 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 start to edit another CCR Tree P0919416 03 Chapter 11 Troubleshooting CallPilot 117 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
58. 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 Restricting outdialing You can apply dialing restrictions to Nortel Networks Business Series Terminals and the extensions connected to CallPilot 150 To restrict outdialing Do one of the following e In system programming assign dialing restrictions to the extension numbers that CallPilot is connected to This restricts all outdialing calls including external transfers from CCR trees Off premise Message Notification and Outbound Transfers Outdialing is done by the extension that CallPilot is connected to For more information refer to your system documentation e In system programming assign dialing restrictions to the extension of the subscriber For additional information refer to your system documentation e In system programming assign dialing restrictions to the lines used for outdialing For additional information refer to your system documentation CallPilot 150 Telephone Administration Guide 24 Chapter 3 CallPilot mailboxes Initializing a mailbox Initializing a mailbox prepares the mailbox to receive messages A mailbox cannot receive and store messages and does not appear in the Company Directory until it is initialized Initializing a mailbox involves choosing a password f
59. able 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 150 Telephone Administration Guide 46 Chapter 5 Setting up the Automated Attendant To set up a Greeting Table Loa QUIT RETRY Ok Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LINES Grtd table RETR OK HH menu Prompta Y CHHG OK Prompt rri FLAY FEC QUIT Record Prompt RETRY OK Accert Prompt RETR PLAY OF HH menu Prompt H CHHG FEC OK Hornina i CHHG PLAY NEXT Greeting RETR OK Morr ind i gt CHHG PLAY HEST Hfternoon z CHHG PLAY HEXT E eninazs CHHG PLA HEXT Hon bus iness 4 CHHG PLAY HEXT Land Prefi rri CHHG HET 1 10 11 12 13 14 Press C6 Je 8 8 Enter the System Administrator Mailbox number and password and then press OK Press BB Press TABLE Enter a Greeting Table number from 1 to 4 and
60. ailbox owner transfers to their mailbox Each mailbox owner has buttons programmed on their display telephone for the CallPilot Leave Message feature e 9 8 0 and the Open Mailbox feature 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 telephone number If the receptionist does not answer the telephone within four rings the Automated 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 Automated Attendant Note Delayed Ring Transfer is a
61. aives RR RR ERE 102 Enabling a software authorization code llli 103 External Mailbox Initialization iue cmm ee 104 Chapter 10 Dialing TransldliUl scucueseseusc ars uaEx RA REAE XAR ERE xd 105 About Dialing Tanskan x Laus 9 PG ERN RACER ERR Kd POOR OON RN GU does 105 How the Dialing Translation Table works 00 eee eee ees 105 Examples of Dialing Translation Tables 0 0 0 0 cece eee ee eee 106 Setting Dialing Translation properties 0 0 00 cece 108 Building a Dialing Translation Table ses dee was sos wees Cie wee ee ates oes 109 Reviewing entries in the Dialing Translation Table 000 0c aes 110 Changing a Dialing Translation Table entry 00000 cee ee 111 Deleting a Dialing Translation Table entry lille 112 Chapter 11 Troubleshooting CallPilot sseeseeeeeeeererese 113 CallPilot error messages 0 0 ce ee 117 Chapter 12 CallPilot configuration tips llle 121 Delayed answering by the Automated Attendant 0000 ee eee 121 Ringing lines and answer butions liliis Ra mm 121 Ringing Answer DUON uucess s pick iced dO OR ADR Rue tudes go RR quos 121 Using Call Forward All Calls CFAC and Call Forward No Answer CFNA 122 How to set up CallPilot for different businesses 0 0000 eee eee eee 123 CallPiletfor small PDUSINESS iussa xd e d ROC FRAGORE REESE Kar d RO Ron ee 123 CallPilot for a mediu
62. ak to and press OE Tree x 6 Press CHHG CHHG FRIHT QUIT Fathi 7 Enter the Path number and press OK RETR EHD Ok 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 Press OTHF HEHLI INFO OTHE x E 9 Press Luna AFER LUMSG OTHE Hbox 10 Enter the mailbox number DIE QUIT or press DIF to access the Company Directory P0919416 03 Chapter 7 Working with CCR Trees 71 Destination FREU HOME DISC Fath RETR EHC OF Tree x SALE QUIT Save as tree x YES THF QUIT Tree sawed CCR Admin AGM IM 11 12 13 14 15 16 Select a destination 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 refer to Destination types on page 60 Press EHD Press SANE Press VES This display appears briefly Press e to end the session CallPilot 150 Telephone Administration Guide 72 Chapter 7 Working with CCR Trees Adding a Transfer node A Transfer node directs a caller to an internal or an external number You can add a Transfer node to a CCR Tree at any time
63. al 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 9 0 0 is the default Broadcast message address f you use the Norstar Voice Mail interface 9 is the default Broadcast message address Note Broadcast messages are not sent to Information or General Delivery mailboxes gt 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 refer to the CallPilot Reference Guide To record and send a Broadcast message Norstar Voice Mail 1 Press BBJ If you are recording a Broadcast message from a set that has a mailbox press OTHR Log 2 Enter the System Administrator Mailbox number and password QUIT RETRY OF Anew B saved 3 Enter the Broadcast message address L1 PLA REC ALMIN 9 is the default Broadcast message address Record messager 4 Atthe tone record your Broadcast message and I RETRY PAUSE EE press OK to end your recording CallPilot 150 Telephone Administration Guide 86 Chapter 8 Broadcast and Information messages Accert rec RETR PLAY OF 5 6 Press FLA to listen to your Broadcast message before sending it Or
64. ant Y Y N N Y Y Y Y Call Record N N N N N N N N Mailbox UI The interface selected from the Installation Wizard as the primary interface f the Message Networking option is installed 0 indefinite never expire P Primary Language A Alternate Language P0919416 03 Chapter 3 CallPilot mailboxes 21 Mailbox properties Apart from mailbox Class of Service settings you can change these mailbox properties e Company Directory Message Waiting Notification e Outdial route e Alternate extensions e Express Messaging Line e Call Screening 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 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
65. aracters where the command line prompt remains on the display Hane This display shows the Hame command line prompt P When you begin to enter the last name the Hame command line prompt disappears For example if you enter the name Partridge you press the pad 7 for P and the display drops the Harme prompt RETRY BESP OF The prompt disappears for these command line prompts e Name Log e Dest ph PARTRIDGE Although the name is only nine characters long the command line prompt is not shown on the display after you enter the entire name P0919416 03 Chapter 2 Using CallPilot 13 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word is in a special font in the top Paw Command line prompts on display telephones line of the display Underlined word in capital letters FLA Display option Available on two line display on the bottom line of a two line telephones Press the button directly below the display telephone option on the display to proceed Dialpad buttons Ea Buttons you press on the dialpad to select a particular option About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use
66. 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 Loa QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCE CCE Admin ADMIH CCR tree RETR Ok Tree x CHHG QUIT Path RETR EHD OK MEHL IHF OTHE Frimard message REC Rec Pri message RETR PLAY Ok Accert message RETRY PLAS OF Rec alt Prompt VES Ho 1 10 11 12 Press Ce J e B B Enter the System Administrator Mailbox number and password and then press DE Press OTHE Press CCR Press BDHIH Enter the number 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 J 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 Press OK to accept the recording or press RETR to re record the message Press H if you do not want to record an alternate prompt Or press ES to record an alternate prompt P0919416 03 Chapter 7 Working with CCR Tree
67. bout Call Center refer to the Nortel Networks Call Center Set Up and Operation Guide For CallPilot 150 you have the option of choosing either CallPilot or Call Center as your primary application 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 P0919416 03 Chapter 1 Getting started with CallPilot 9 How to get help USA and Canada Authorized Distributors ITAS Technical Support Telephone 1 800 ANORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter ERC 338 Website http www nortelnetworks com itas email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support CTAS Telephone 00800 800 89009 or 33 4 9296 1341 Fax 33 49296 1598 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support CTAS Telephone 1 954 858 7777 email csrmgmt G nortelnetworks com APAC Asia Pacific Technical Support CTAS Telephone 61 388664627 Fax 61 388664644 email asia support nortelnetworks com CallPilot 150 Telephone Administratio
68. cess 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 150 Telephone Administration Guide 108 Chapter 10 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 Loa QUIT RETRY Ok Admin MBO AA OTH Dialing FARM TABLE QUIT Lo dst ac none CHHG HEXT La dst acis RETRY Ok La dst acis CHHG HEXT Area code none CHHG HEXT Area code x RETRY OK Area code x CHHG HEXT Access cd none CHHG HEXT Access code s RETR OK Access code s CHHG HEXT Fe
69. connects 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 refer to An example of a CCR Tree on page 61 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 refer to An example of a CCR Tree on page 61 P0919416 03 Chapter 6 Custom Call Routing 61 An example of a CCR Tree To place an order press Home node To add your name to our mailing list press To speak to our sales department press 3 To speak to our service department press To speak to our receptionist press 0 Sub menu To place an order press 1 To speak to the order desk press Information message Transfers the call to the order desk Our weekly specials are Destination PREV Transfer Mailbox To be included on our mailing list leave your name and address after the tone Destination PREV Mailbox Leave your contact information and a Sub menu To leave an order request press To speak to the sales manager press To hear about our sales contest press Transfer sales person will contact you Destination DISC Transfers the call to the order desk Transfer Transfers the call to the Service depart
70. d menus and information messages With CCR you can determine the menu options and record the voice prompts that guide callers along call paths CallPilot 150 Telephone Administration Guide 8 Chapter1 Getting started with CallPilot CallPilot options CallPilot has two options to enhance your office communications You need a software authorization code to enable a CallPilot option Contact your vendor if you want to trial or purchase a software authorization code CallPilot options are Message Networking Message Networking links the CallPilot system with other voicemail 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 refer to the CallPilot Message Networking Set Up and Operation Guide Call Center CallPilot is an application that handles incoming calls as efficiently and economically as possible Call 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 a
71. dvice line or sales representative CLID information is lost or CLID routing is not routing calls Make sure that the Automated 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 refer to Configuring line answering on page 49 The Automated 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 refer to 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 94 for information The wrong greeting numbers are assigned to the Greeting Table The business hours are set incorrectly The system time and dat
72. e CallPilot Feature Compatibility 130 O Off premise Message Notification and outdial method 21 Class of Service default values 20 in Class of Service 19 number of attempts 19 retry intervals 19 troubleshooting 114 Operator password resetting 93 Operator password change 93 CallPilot 150 Telephone Administration Guide 148 Index Operator Status 92 default extension 94 setting 92 Outbound Transfer and outdial method 21 Class of Service default setting 20 in Class of Service 19 troubleshooting 114 Outdial route mailbox 21 P Parameters access code 107 area code 107 long distance access code 107 reply translation 107 setting 108 Password locked out 31 115 default 24 expiry 31 incorrect lock out 31 Mailbox 31 Mailbox expiry 19 Operator 93 resetting Operator 93 resetting System Administrator 91 troubleshooting 115 Password attempts in Class of Service 19 Password expiry in Class of Service 19 Path Custom Call Routing CCR 60 Path Number troubleshooting 116 Personal Mailbox 25 Personal Mailboxes adding 25 Points CCR Leave Message 80 Leave Message Point 70 Transfer 82 Prime Set CallPilot Feature Compatibility 130 Private line CallPilot Feature Compatibility 130 Prompt language in Class of Service 19 Properties mailbox 21 R Recording Company Greetings 43 Reply Feature troubleshooting 114 Resetting CallPilot 89 Operator password 93 System Admini
73. e 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 20 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 initialize 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 refer to 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 refer to your system documentation Personalized greetings do not play Personalized greetings do not play if a telephone is on Call Forward Busy or Call Forward AII Calls to the CallPilot extension number In these cases Personalized g
74. e your incoming lines must be equipped with Caller Identification service If an incoming call has a CLID value that matches 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 refer to Setting the Automated Attendant status on page 96 You can set up the CLID Routing Table to direct frequent callers to a specific extension or mailbox CCR Tree or Greeting Table 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 416598 Incoming number 4165981111 matches destination 2 3 416 Incoming number 4169998888 matches destination
75. e a Primary and Alternate Language record the option 9 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 9 instruction can be in French For example Good morning This is Touchstone Marketing To use our voice messaging service in French please press 9 Since the default Automated 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 refer to Changing a mailbox on page 32 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 CallPilot 150 Telephone Administration Guide 44 Chapter 5 Setting up the Automated Attendant Recording a Greeting Do not use Handsfree to record your company Greetings Speak directly into the phone handset To record a company Greeting Loa QUIT RETRY OK Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LINES Greeting admin GETG AA Greeting RETRY OK Greeting x RET
76. e 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 49 CallPilot 150 Telephone Administration Guide 114 Chapter 11 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 Outdial method must be assigned The default for Outdial method is None Until you assign a lin
77. e in metropolitan Toronto on page 106 To build a Dialing Translation Table Loa QUIT RETRY OK Admin MBO AA OTHR Dialing FARM TABLE QUIT Dial Table ADD CHHG QUIT In xxx RETR OK XXX RETR OK Out RETR OK XXX RETR OK Dial Table HDD CHHG QUIT 1 Press 8 B Enter the System Administrator Mailbox number and password then press OK Press 8 B This option does not appear as a display button option Press TABLE Press ADD Enter an input value up to 14 digits Press OE to accept the input value or press RETR and enter a new input value Enter an output value up to 15 digits Press OK to accept the output value or press RETR and enter a new output value Press e to end the session CallPilot 150 Telephone Administration Guide 110 Chapter 10 Dialing Translation Reviewing entries in the Dialing Translation Table You can review Dialing Translation Table entries at any time To review Dialing Translation Table entries Log 1 Press 9J8 6G LA T SENT RETRY uie Enter the System Administrator Mailbox number and password and then press QE Admin 2 Press 8 Q TE OMM EE This option does not appear as a display button option Dialing 3 Press TABLE PARM TABLE WHEAT Dial Table 4 Press CHHG ALE CHHG QUIT Inval outual 5 Press
78. e 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 Automated 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 150 Telephone Administration Guide 126 Chapter 12 CallPilot configuration tips Greeting Table 1 for Bridge Stone Engineering Greeting 1 Good morning You have reached Bridge Stone Engineering The CCR Home Menu plays after the greeting You can make Company Greetings up to five minutes long Greeting 2 Good afternoon You have reached Bridge Stone Engineering Greeting 3 Good evening You have reached Bridge Stone Engineering Greeting 4 You have reached Bridge Stone Engineering The office is closed at this time Stay on the line to leave a message CallPilot uses Greeting Table 1 to answer calls after four rings Depending on the time of day different recorded greetings play for the Morning Afternoon and Evening When the Business Status is No the Non business Hours Greeting plays Greeting Table 1 answers calls using greetings 1 through 4 Greetings 1 through 4 play unless you
79. e 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 150 Telephone Administration Guide 106 Chapter 10 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 g 905206 905206 90527 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 d
80. ecord 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 88 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 CallPilot 150 Telephone Administration Guide 88 Chapter 8 Broadcast and Information messages 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 refer to the CallPilot Reference Guide To record an Information mailbox message 1 Presse 68 1 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 2 If you use the CallPilot interface Press 8 2 to open the Greetings Options menu e Goto step 3 If you use the Norstar Voice Mail interface Press BDMIH or Press GREET or e Goto step 3 Greeting options 3 Press REC or ff J REC CHOOSE CFE Greeting options 4 Press FRIME or 1 J to record the Primary Information
81. ed by removing any references to the CCR Tree from the Greeting Tables and the CLID Routing Table To disable a Tree Loa QUIT RETRY OK Admin MBO AA OTHE Auto Atdt Admin GETG TABLE LINES Grtd table RETRY Ok Hornina i CHHG PLAY HEST Horn CCR tree x CHHG HEXT Horn CCR tree DISABLE Tree disabl ed 1 Press Ce J 9 8 J Enter the System Administrator Mailbox number and password and then press DE Press HA Press TABLE Enter the Greeting Table number and press OK twice Press HEXT until the display shows Press CHHG if you want to disable the morning CCR Tree Or press HERT until the CCR Tree you want to disable is displayed Press DISABLE This display appears briefly Press 4 to end the session CallPilot 150 Telephone Administration Guide 78 Chapter 7 Working with CCR Trees Deleting a CCR Tree You must disable a CCR Tree before you delete it For information about disabling a Tree refer to Disabling a CCR Tree on page 77 To delete a Tree Loa 1 Press 90 68 6 GUIT RETRY DK Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press OTH MBO AA THE Admin 3 Press CCR GLIST CCR OTHF CCE Admin 4 Press ADMIH BDHIN CCE tree 5 Enter the number of the CCR Tree you want to delete and pr
82. ees 81 Changing a destination type You can assign destination types only to Information and Mailbox nodes For more information about destination types refer to Destination types on page 60 To change a destination type Loa QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCE CCE Admin ADMIH CCE tree RETR OK Tree x CHHG QUIT Path RETRY EHD OK x XXX CHHG ERASE OK Hbox CHHG HEXT Deshi xxxx CHHG OK Destination FREU HOME DISC Deshi xxxx CHHG OK Path RETR EHD OK Tree x ZANE GUIT Save as tree x YES THF QUIT 1 10 11 12 13 14 15 Press 16 6 Enter the System Administrator Mailbox number and password and then press DE Press OTHE Press CCR Press BDHIH Enter the number of the CCR Tree that you want to change and press OE Press CHHG Enter the Path number of the node you want to change and press OK Press CHHG The display shows Inf a 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 Press VES CallPilot 150 Telephone Administration Guide 82 Chapter 7 Working with CCR Trees Tree saved CCR Admin AG
83. er 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 P0919416 03 Glossary 141 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 storage place for messages on the Call
84. eri ddasdgqixieceAs deeds 63 Ciena HONE Node Lassus ead Sob RR tee ki olore Oe onc p RO CR WE NUR UR 64 Adding nodes to the Home node iissus eese ku m Rx x Rx n 65 Adoma a Menu Node CRM EC UTE 66 Adding an Information node uo sasce sed veers eeeaeees E RR RUE GCA REOR esines ber 68 Adding a Mailbox MOUS iusaas sare ARR RURMCR AR AGUR TRU P ENGRPESGa per e 70 Adding a Tarsier DOS sacs Sau advo s a educate E Rd Eu RN AERE E Ed 72 About transfers to external numbers 2 000 0c eee eee 73 Adding special characters to an external transfer number lilius 75 Assigning a CCR Tree to a Greeting Table 0 ccc eee 76 Testing a CUR TEE oc rivnas dcdecigertiwetssansteeeie seed cabs ones RU RERO TT Bie OSC TEG dev C c r TT Deleting ach ETTE aged Pega iat NU E A TT 78 Changing a CCR Tree message 2c seu o hu rire RR RERBA RR RE 79 Changing s Mailbox Hedge au cnccvey ceake erano mos dabo que Ro de Dee eo aue tios 80 Changing a destination type isse ee Rb Rh RR rieki RR n ek d 81 Changing s Tradsfer mode useonqreg xk tRreysQgx Aga ta EES REGERE 82 DOG S PEU aad Rr 3 etr CR RUE DERE E bd QUE S SER EU d Re 83 Chapter 8 Broadcast and Information messageS 00 cece eee eee eee 85 About Broadcast MESSAGES iisoesaseskueska o raReuRr incaseveeieieexeseds 85 information mailbox messages codrlriescauscesurx mum em arie bode Mads a 87 About recording an Information mailbox message ssusss 87 Recording
85. ers 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 presents 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 To reach our Sales Department press 8 To speak with our Support Office press 4 To speak with our receptionist press O The call is forwarded to the destination the caller chooses For an example of Paths through a CCR Tree refer to An example of a CCR Tree on page 61 P0919416 03 Chapter 6 Custom Call Routing 59 Information Messages An Information Message is a message you record
86. es P0919416 03 Glossary 139 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 a two line display You select options that appear on the display from the display or dialpad buttons ATA 2 A Nortel 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 Mailbox Greetings and Information Mailbox Greetings Company Greetings a
87. ess DAY CHHG CAY HEST Tu mornici2 8Bam 35 Repeat steps 23 through 34 for each day of the week CHHG DAY HEST 36 Press to return to the Auto Atdt Admin display and continue setting up Greeting Tables Or press amp to end the session P0919416 03 Chapter 5 Setting up the Automated Attendant 49 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 Each line you add is answered by Greeting Table 1 unless you specify another table To configure how a line is answered Loa QUIT RETRY OK Admin MBO AA OTHF Auto Atdt Admin GETG TABLE LINES Line number RETR Ok Line Ans CHHG TABLE HEST Line Ans AA CHHG TABLE HEST Lineil Tableil CHHG FINGS HEST Grtd table RETR Ok Lineil Table CHHG FINGS HEST 1 Press Ce 9 8 J Enter the System Administrator Mailbox number and password and then press DE Press HA Press LIHES Enter the number of the line you want to configure and press OK Press CHHG to toggle the Answer status from H to HH Press TABLE Press CHHG Enter a Greeting Table number from 1 to 4 and press OK If you want to continue adding lines press HEXT and repeat steps 5 to 9 Or press amp to end the session Call
88. ess OK RETRY OF Tree x 6 Press BJ CHHG QUIT Delete tree x 7 Press VES VES HO Tree deleted 8 This display appears briefly CCR Admin 9 Press amp to end the session ADCMIM P0919416 03 Chapter 7 Working with CCR Trees 79 Changing a CCR Tree message Use this procedure to change the recorded message for a Menu or an Information node Log 1 Press Q 8 BUIT RETR BK Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press OTHR MBs HH OTHE Admin 3 Press CCR GLIST CCR CCR Admin 4 Press BDMIH BDHIH CCR tree 5 Enter the number of the CCR Tree that you want to change and press RETRY Ok DE Tree x 6 Press CHHG CHHG PRIHT QUIT Path 7 Enter the Path of the node you want to change and press OK RETRY EHD Ok x xxxx 8 Press CHNG CHHG ERASE OF Primara rec 9 Lift the handset and press REC Do not use handsfree FEC PLAY NEAT At the tone record the primary language menu Rec Pri Prometi 10 Press OE to end your recording RETR Ok Accert Promet 11 Press DE to accept your recording RETE FLAY Ok Alternate rec 12 Press NO if you do not want to record an alternate message YES HO or press ES to record an alternate message Path 13 Press EHD RETR EHD OF Tree x 14 Press SANE SAWE PRINT QUIT Save as tree
89. essages 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 i 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 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 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 refer to About resetting CallPilot on page 89 CallPilot does not accept
90. et values If you use the web based CallPilot Manager you can change individual COS values to meet the needs of your company For more information about using CallPilot Manager to edit Classes of Service refer to 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 time The total message time available to a mailbox The maximum message time is 180 minutes Mailboxes have a Never Full feature that lets a caller leave a message in a full 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 Message retention period The number of days messages are saved in a mailbox Message retention period is from one to 365 days or 0 indefinitely Greeting length The maximum length of a mailbox greeting Greeting length is from 1 to 30 minutes Off premise Message Notification Redirects messages to another extension telephone number or pager Dialing restrictions that apply to outdial lines apply to Off premise Message Notification Retry intervals For Off premise Message Notification the minutes between attem
91. fine 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 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 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 To add multiple mailboxes Log 1 Press 9 8 6 L1 m C LUN LCS n3 Enter the System Administrator mailbox number and password and then press DE Admin 2 Press 6 6 J re EH zl This o
92. g COR lt c ccncccensbbeeerteetedeed Rede ue d Ren Y Gall pt Op Suo ose 65 1RPE Sade OREO ERD WORE CREIS REOR p dee 8 Dacosans ODOREM 25d as deii eR RR OR HD SOR bar dox RR RON bet 8 CAN Cool lt x oxnszcseurbgSe re Rees Pes bee rnae eneee ewe MEQUE 8 ml MU B rj qme EE MEME CU M 9 Chapter 2 Using CallPllol i522 sss pnauenu udoibhiseshbescssoshesucaciscdss 11 Who canwse CallPllp iius eee Re ERR RE Rue3 ox RR ELO napa dones 11 ousIed DINGDDE ss eR Re RID QS SEEDS RUCLAPEX SERA XAURP PEDE XEM eee OSEE 11 Using CallPilot with a two line display telephone lisse 11 Using the dialpat occ cece er emm mm me see qe ETE Ry n ge e esci 12 Symbols and conventions used in this guide 000 00 e eee eee eee 13 About tolophone BUUONS CP C mm 13 Chapter 3 DalIPIDI mailboxes ccc cecvecscnciessdicccscuesseerseugeercessce 15 About Stalling MANGES cpa ccare race X Ue eR ERA YO ERRSRPbpe sTRPDCRERE E 15 System Administrator MADOX ak ackaracenz ach kde XE ROR DEOR OR RRRCRO EERE EENAA 15 General Delivery MallboX 22s cc tX ee Ree tir UR RR d dne 16 Gubssrbermalboxes 25 ccs dee ko ime weeded moa dep POR GR E d de d CK RR Ed 16 GUI MADOS uaseiensucus dac RARSBERGGAGEAUOSO SERI EFIKRERXAGSTaM REDE 17 ISON ER ONE ais seca RAE X REGE Pad P IRIERGA 4 ehe eg ads eek Rad sd 18 Mailbox Dass OF SOIVIOA Liuius Rep xb pace Rar e a dede a e idt dete c oes 19 Class of Service values uusussekes um xe ra y ry Rx RR XH deu E we RE 20 Mabok pIODOF
93. g relayed You do not have to set the number of rings to two or more for CLID if you use BRI PRI lines For more information about the type of lines you use contact your 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 Loa 1 Press 9J8 G L1 D QUIT RETRY Dk Enter the System Administrator Mailbox number and password and then press OK Admin 2 Press AA MBO AA OTHF Auto Atdt Admin 3 Press LIHES GETG TABLE LIHES Line number 4 Enter the line number and press OK RETRY Ok Line Hnz V 5 Press TABLE CHHG TABLE WHEAT Line l TABLE 6 Press RIHGS CHHG EIHGS WHEAT Line l Rings 8 7 Press CHHG CHHG AHS HERT Ho of rings 8 Enter a number of rings from 0 to 12 and press OK RETRY DK Enter 2 rings or greater if your company subscribes to Caller ID Linell RFinssz 9 You can use the HEXT and CHNG buttons to view the lines and change CHNG ANS NEST the number 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 CallPilot 150 Telephone Administration Guide 52 Chapter 5 Setting up the Automated Attendant Setting up Touchtone Gate With Touchtone Gate incoming calls can be routed more quickly With Touchtone Gate you can have the
94. ght 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 Automated 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 not 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 T
95. git e Voicemail e Company Directory e Outdialing e General Delivery Mailbox e Software Keycode Administration e External Mailbox Initialization Language availability You can disable or enable the CallPilot bilingual option that is assigned during installation You can change the Primary Language on a bilingual CallPilot system If you disable bilingual operation or change the Primary Language choice on a bilingual system the change affects e the language designations for Greetings that are assigned to the Automated Attendant voice prompt selections for callers who use the Automated Attendant voice prompt selections for callers who transfer to mailbox greetings To change the language availability and the Primary and Alternate Languages Log 1 Press e 8 8 3 is BOIT DRS BS Enter the System Administrator mailbox number and password and then press OK Admin 2 Press 2 MBO BH BIB This option does not appear as a display button option Bilingual 3 Press CHHG if you want to toggle the bilingual option between Y CHHG HEST and N Steps 4 and 5 appear only if you have the bilingual option enabled Bilingual sy 4 Press HEXT if you want to change the primary language CHHG HERT Prim lana HREna 5 Press CHHG to toggle the primary language choices CHNG NEI In this example North American English is the primary language Prim lang HHEna 6 Press HEXT
96. h or gain access to the mailboxes fraudulently 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 Loa 1 Press 9 8 6 L1 oe on RETR ES Enter the System Administrator mailbox number and password and then press OK Admin 2 Press 7 7 MUR RH Sune This option does not appear as a display button option External init H 3 Press CHHG to toggle between Y and N CHHG OF External initia 4 Press OK CHHG Ok 5 Press to end the session P0919416 03 105 Chapter 10 Dialing Translation About Dialing Translation Dialing translation is a process by which the number of an incoming call from a public network is translated by a translation table into a number that can be recognized and dialed on the local network using the Reply feature For Dialing Translation to occur you must create a Dialing Translation Table that 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
97. he corresponding seven digit phone number associated with the line you assign as the Express Messaging Line to the subscriber For example if line 20 is the Express Messaging Line and the corresponding phone number is 555 2424 give this phone number to the subscriber After you assign a line to a mailbox you cannot use the line for another function until you remove it from the mailbox The prime set for the Express Messaging Line must be set to the voicemail DN For more information refer to your system documentation The Express Messaging default is none P0919416 03 Chapter 3 CallPilot mailboxes 23 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 Automated 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 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
98. igits 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 P0919416 03 Chapter 10 Dialing Translation 107 An example of a Dialing Translation Table from a site in Mountainview California INPUT OUTPUT Explanation The Dialing Translation Table is empty The local network in Mountainview supports 10 digit national dialing with recognized long distance chargi
99. il and EHNG mE CallPilot and press HEXT System config 12 Press OK RETR Ok Configuring 13 The display shows Configuring Initialization takes about three seconds P0919416 03 Chapter 9 CallPilot operations 91 System reads Exit 14 When the system is initialized the display shows System ready and Exit and then shows the time and date 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 System Administrator password Seti KAHH HEXT Pawd RETR Ok Reset Password YES HO 1 Press Ce 9 8 B Press Q Press 7 8 7 8 8 7 J 6 7 J 7 9 8 Resetsmpswd and press BE or 4 J Press VES or amp CallPilot 150 Telephone Administration Guide 92 Chapter 9 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 change Automated Attendant Status Setting the Operator status Set the Operat
100. ist Or press DEL to delete a mailbox number from the Group List Or press VIEW to view the members of the Group List 13 Enter the number of the mailbox you want to add or delete 14 After you make the changes you want to the make to the Group List press C to end the session CallPilot 150 Telephone Administration Guide 40 Chapter 4 Working with mailboxes Deleting a Group List You can delete a Group List at any time When you delete a Group List the Group List number is 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 Loa 1 Press 9J8 6G L1 QUIT RETRY Dk Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press THR MBO AA OTHR Admin 3 Press GLIST BLIST CCR OTH Grour List Admin 4 Press DEL HDD DEL CHHG GList 5 Enter the number of the Group List you want to delete RETRY QUIT rour List Hamet 6 Press DEL DEL GUIT GList deleted 7 This display appears briefly Grour List Admin 8 Press 7 to end the session HDD DEL CHHG P0919416 03 41 Chapter 5 Setting up the Automated Attendant About the Automated Attendant The Automated Attendant answers your company s incoming phone lines with a prerecorded greeting selected from the Greeting Table according to the
101. l 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 not init Appears if an attempt is made to access a mailbox that is not initialized Must change Pswd Appears if you try to access a mailbox that is not initialized 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 Hame too lona Appears if you add or change a mailbox owner s name and the characters exceed the allowable limit of 16 The maximum length includes the comma Ho dir available 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 Ho alist avail 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 owner s name Ho mbox avail Appears if the maximum number of mailboxes is added to CallPilot The maximum number of mailboxes is 300 This number includes the System Administrator and General Delivery Mailboxes The maximum number of subscriber mailboxes on CallPilot
102. lPilot 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 P0919416 03 Glossary 143 Subscriber mailboxes are assigned to subscriber by the System Administrator e include both Subscriber and Guest Mailboxes e are maintained by the mailbox owner can be listed in the Company Directory under the subscriber s name 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 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 Tone dial telephone A push button telephone that emits DTMF to
103. lass 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 CallPilot 150 Telephone Administration Guide 142 Glossary Option A CallPilot choice that is given to a subscriber through voice or display prompts 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 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 route 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 Cal
104. lephone Administration Guide 112 Chapter 10 Dialing Translation Deleting a Dialing Translation Table entry You can delete an entry in the Dialing Translation Table at any time To find the entry you want to delete refer to Reviewing entries in the Dialing Translation Table on page 110 To delete an entry in the Dialing Translation Table Log 1 Press 9 BJ LI z T GJIT RETRY DOE Enter the System Administrator Mailbox number and password then press OK Admin 2 Press 8 8 J LI NIAE EM This option does not appear as a display button option Dialina 3 Press TABLE PARM TABLE WHEAT Dial Table 4 Press CHHG ALE CHHG QUIT Inval outual 5 Press OTHR HEST OTHR Inval outual is an example of a Table entry In al qutwal 6 Press DEL CHHG DEL FIHD Deleted 7 This display appears briefly Repeat steps 6 and 7 for each entry you want to delete 8 Press to end the session P0919416 03 113 Chapter 11 Troubleshooting CallPilot This chapter describes problems that can occur when you operate CallPilot and possible solutions The Automated 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 is available e If the channels are frequently busy it indicates there is too much activity Contact your a
105. llPilot at any time you can press to go back to the previous selections An example of a two line display Psu OTHE RETRY Ok Display command line Display button options Display buttons CallPilot 150 Telephone Administration Guide 12 Chapter 2 Using CallPilot Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet To enter a character press the dialpad button 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 character press the BE SP display button Numbers and letters on the dialpad 1 1 2 ABC2abc 8 DEF3def 4 GHl4ghi 5 JKL5jkl 6 MNO6mno 7 PORS7pqrs 8 TUV8tuv 0 WXYZ9wxyz Quit 0j QZ Zeroqz amp 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 OTHE FETRY OF RETRY BES OF RETRY BESP Bk Pzud 1111 This is an example of a display with fewer than 16 ch
106. lot unit that are designated for outdialing 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 FREU returns the caller to the Previous menu HOME returns the caller to the Home Menu e DISC disconnects the call You can assign destinations only to Information and Mailbox nod
107. ls to the manager s telephone The receptionist s phone is CFNA to CallPilot 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 9j J When CallPilot is set up this way CFNA for the manager s set is not used The receptionist answers the manager s calls and uses CallPilot s Transfer feature to transfer the caller to the manager s telephone The CallPilot Transfer Callback Feature returns the call to the receptionist s telephone if a manager is not available to take a call Note The receptionist s telephone has a ringing line appearance This telephone cannot be forwarded to another telephone Shipping and Receiving The employees in this department share the same telephone This department uses one telephone line that is assigned to the loading dock This 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 0 to speak with the receptionist The receptionist s phone is CENA to CallPilot CallPilot 150 Telephone Administration Guide 128 Chapter 12 CallPilot configuration tips Feature Compatibility This section describes how system fea
108. m business lesser 125 Feature Compellbilile uia oem dare Bed Pde A doe ea e OR E os d QE CR CR 128 Chapter 13 Default configuration values essere 133 GOSSA cuiosoasaskuiacasass RPesaaetyeisasainwastarcaad Ria 137 DAEX eee eee ee eee ST errr er rere TT re Ter Tr TT er Tee Te TT ree 145 P0919416 03 Chapter 1 Getting started with CallPilot 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 voicemail Automated Attendant and call handling capabilities This guide leads a System Administrator through setting up and operating CallPilot on a CallPilot 150 system You can program CallPilot using any two line display telephone on your Norstar system You can also use the web based CallPilot Manager to set up and operate CallPilot CallPilot features CallPilot includes 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 Automated 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 Automated Attendant menu with customize
109. mailbox REC CHOOSE CFU message or press ALT or 2 to record the Alternate Information mailbox message Record now 5 Press VES or 1 and record the message at the tone VES H UIT Record greeting 6 Press OE or to end the recording RETRY Ok Accert greeting 7 Press OE or to accept the recording RETRY PLAY k Or press PLAY or to listen to the greeting Or press RETR or 2 to rerecord the greeting 8 Press to end the session P0919416 03 89 Chapter 9 CallPilot operations You must reset the CallPilot system if you change the type of phone system you use 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 Loa 1 Press eJe1la J La T m QUIT RETRY Dk Enter the System Administrator Mailbox number and password and then press DE If you reset CallPilot before you do the initial setup enter the default password 0000 Admin 2 Press 1 eS BH OTHR This option does not appear as a display button option Psud 3 Enter 7 8 4 e RETRY Dk and press OE 7 8 8 6 65 Reinstall To keep your system secure keep this password secret Reset database 4 P
110. ment Information message Ideal Office Machines is having a sales contest CallPilot 150 Telephone Administration Guide 62 Chapter 6 Custom Call Routing P0919416 03 63 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 create the sub nodes The sub nodes can be Menu sub nodes Information nodes Mailbox 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 150 Telephone Administration Guide 64 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 To create a Home node Loa QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCE CCE Admin ADMIH
111. n Guide 10 Chapter 1 Getting started with CallPilot P0919416 03 11 Chapter 2 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 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 out before you enter all the settings for a mailbox you must use the procedures in Changing a mailbox on page 32 to finish setting up the mailbox 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 display 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 diapad While you program Ca
112. nd password and then press DE Press OTHE Press CCE Press BDHIH Enter the number of the CCR Tree you want to add a Menu node to and press OE If you have assigned the CCR Tree to a Greeting Table this display appears briefly Press CHHG 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 Press MEHL Pick up the handset and press REC At the tone record the prompt Press OK to end the recording Do not hang up the handset Press OF to accept the recording Or if you want to re record your message press RETR Press H if you do not want to record an alternate prompt Or press VES to record an alternate prompt P0919416 03 Chapter 7 Working with CCR Trees 67 Fath RETR EHD OK Tree x SALE PRINT QUIT Save as tree x YES THF QUIT Tree saved CCR Admin AGM IM 14 Press EHC 15 Press SALE 16 Press YES 17 This display appears briefly 18 Press to end the session CallPilot 150 Telephone Administration Guide 68 Chapter 7 Working with CCR Trees 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
113. nes 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 150 Telephone Administration Guide 144 Glossary P0919416 03 145 Index A Afternoon Greeting 45 Alternate extensions 22 Alternate Language 42 43 Analog Station Module 128 Analog Terminal Adapter 128 ATA 2 and ASM CallPilot Feature Compatibility 128 Autodial CallPilot Feature Compatibility 128 Automated Attendant Business Status 94 changing the status 96 greetings 42 troubleshooting 113 Broadcast message about 85 recording 85 Business Status setting 94 C Call Display Information troubleshooting 113 Call Forward All Calls 122 No Answer 122 Call Record in Class of Service 19 CallPilot Call answering 51 configuration for medium business 125 configuration for small business 123 default password 24 resetting 89 troubleshooting 113 CallPilot error messages 117 CallPilot Feature Compatibility ATA 2 and ASM 128 Autodial 128 Camp On 128 Delayed Ring Transfer DRT 129 Disconnect Supervision 129
114. ng 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 9 must be prefixed to the telephone number For systems attached to Central Office CO lines no digits need to be prefixed Dialing Translation properties Dialing Translation is controlled by four properties Long distance access code This prefix if specified is removed from any numbers entered by the subscriber if it is not needed to make the call This simplifies the creation of the Dialing Translation Table For North America set the long distance access code to 1 The default for this parameter is none The field for this parameter is a maximum of 1 digit Area code If the phone number entered appears to be missing an area code an area code is prefixed to the number The area code is considered missing if the number has fewer than 10 digits The default for this parameter is none The field for this parameter is a maximum of 6 digits If this parameter is set to none no area code is prefixed to the telephone number Access code In North America the access code is usually 9 This number is prefixed to all numbers after Translation to ac
115. ng list press 2 To reach our sales department press 8 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 B Jto reach the Sales department and hear the sub menu options To place an order press 1 To add your name to our mailing list press 2 To speak with a Customer Service Representative press B To speak with the receptionist press 0 CallPilot 150 Telephone Administration Guide 60 Chapter 6 Custom Call Routing 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 Disconnect dis
116. nging appearances of lines to be answered by the Automated Attendant is equal to or higher than the number of rings for DRT CENA 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 P0919416 03 Chapter 12 CallPilot configuration tips 129 Delayed Ring Transfer DRT To use CallPilot as a secondary line answering position set DRT 1 Assign the CallPilot extension as the prime extension for the specified lines that are to be DRT to CallPilot Set DRT to Yes Set DRT Delay from one to ten rings Assign a Greeting Table to each line that is to be DRT to CallPilot a Ff 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 Automated 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
117. ngth Two digit to Seven digit 10 1000000 12 1000002 any valid CallPilot Extension Number 1 500 1 4 0 12 1 40 1 40 1 40 1 40 0000 four zeros Two digit 10 12 none none uU AON If the Group List leading digit is 1 the System Administrator and General Delivery Mailboxes default to 20 and 22 The extension number length defaults to the telephone system extension number length For more information refer to 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 150 Telephone Administration Guide 134 Chapter 13 Default configuration values Value or range Default Maximum number of subscriber mailboxes 200 Classes of Service Class of Service number 1 16 none Mailbox message time 5 120 min none Message length 2 10 min none Greeting length 1 10 min none Message retention time 0 days indefinite none 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 Hardware Specifications CallPilot 150 Number of ports 1to2 Number of voice channels 8 Message storage 16 hours Value Response time at the Home Menu 2 5 seconds N
118. on codes you can add more CallPilot mailboxes or options to your system Contact your vendor if you want to trial or purchase a software authorization code To enable a software authorization code Loa QUIT RETRY OF Admin MBO AA OTHF rtionz admin HDD WIEW BMIIDOOOUEMXMXM OK Keul RETR OK Keu2 RETR OK Keu3 RETR OK zorFtion name HCCEFT QUIT Enabled 1 Press BJ BJ Enter the System Administrator mailbox number and password and then press OK Press 4 f4 This option does not appear as a display button option Press HDD to display the system identification number Or press UIEM to view the options that are enabled on the CallPilot system The display shows the system identification number Press OE Enter the first eight numbers of the software authorization code and then press OK Enter the second eight numbers of the software authorization code and then press OK Enter the last eight numbers of the software authorization code and then press OK Press HCCEPT to enable the keycode The display shows that the software authorization code is enabled CallPilot 150 Telephone Administration Guide 104 Chapter 9 CallPilot operations External Mailbox Initialization External mailbox initialization is not enabled by default This is a security feature that makes it more difficult to tamper wit
119. or delete the Group List 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 refer to 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 f 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 refer to Group List leading digit on page 98 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 a Group List Group List number Name Mailbox number 901 Sales 224 223 233 902 Shipping 227 221 P0919416 03 Chapter 4 Working with mailboxes 37 Adding a Group List A mailbox must be initialized before you can add it to a Group List For information on how to initialize a mailbox refer to Initializing a mailbox on page 24 To add a Group List
120. or 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 9 8 2 Pzud 2 Enter the default operator password 6 7 8 7 2 8 6 7 RETRY ok Operator and press OE To change the Operator password see Changing the Operator password on page 93 Atdt auailiH 3 Press CHHG to select Y or N CHHG HEART 4 Press to end the session P0919416 03 Chapter 9 CallPilot operations 93 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 Pawd RETR Atdt auailiH CHHG HEXT Psu RETRY Ok Atdt avail H CHHG HEXT 1 Press 9 8 2 Enter the Operator password or the default Operator password ejl Oo BJE eJ Press 7 6 7 Operator and press OK Enter a new Operator password between 4 and 8 digits
121. ords Each mailbox is protected by a password established by the mailbox owner When you add a mailbox to CallPilot Manager the password 0000 is assigned This is the default password To use a mailbox a mailbox owner must change the default password The new password must be four to eight digits in length and cannot start with a zero If a mailbox owner cannot remember the password you can reset the password to the default password 0000 Refer to To change a mailbox on page 32 Warning Change the System Administrator password frequently to minimize the 71 risk of unauthorized activity 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 32 Password expiry In its Class of Service each mailbox is assigned the maximum number of days a password remains active If the maximum number of days is exceeded the mailbox password expires The mailbox owner can open the mailbox but cannot access messages or perform other mailbox functions until they change the password Unless the telephone has a two line display this announcement plays when the mailbox is opened after the password expires our
122. ostume 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 P0919416 03 Chapter 12 CallPilot configuration tips 125 CallPilot for a medium business Bridge Stone Engineering CallPilot is assigned as the Call Forward No Answer CENA extension for all telephones in the office This means that any call that is not answered by a mailbox owner transfers to their mailbox Subscribers have buttons programmed on their display telephone for the CallPilot Leave Message Ce 8 8 0 and Open Mailbox Ce 9 8 iJ 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 Automated 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 Ston
123. oxes 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 Automated Attendant The CallPilot answering service that answers incoming calls with a Company Greeting plays a menu of options to a caller and performs call routing functions in response to a caller s selections Blind Call An incoming call where the caller transfers directly to the extension requested 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 CallPilot 150 Telephone Administration Guide 138 Glossary 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 Custom Call Routing Channel configuration The number of channels on the CallPi
124. press 4 enter the mailbox owner s first name or initial and then press OK For information on entering names using the telephone dialpad refer to Using the dialpad on page 12 Press HET If you want to change whether the mailbox owner s name is included in the Company Directory press CHHG or press HET and go to step 17 Press HEST If you want to change message waiting notification for the mailbox press CHHG or press HET Press CHHG if you want to change the outdial method or press HERT and go to step 27 Press HEXT if you want to use the outdial method shown on the display Or press EHHG if you want choose another outdial method CallPilot 150 Telephone Administration Guide 34 Chapter 4 Working with mailboxes XMMXI 20 Enter the Line or Pool number and press OE iss DK Line numbers must be between 1 and 500 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 2 for B 3 for C and so on Accert x 21 Press OK IRE Bs s 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 HEAT CHHG or if you want to change the second Alternate extension press HEXT and go to step 25 Altd exti 23 If you want to delete the first Alternate extension press f
125. ption does not appear as a display button option Create mboxes 3 This display appears briefly From ext 4 Enter the extension number to start creating mailboxes from RETRY QUIT To exti 5 Enter the extension number to stop creating mailboxes at RETRY QUIT CallPilot 150 Telephone Administration Guide 30 Chapter 4 Working with mailboxes Service class RETR OK Qutdial none CHHG HEXT Qutdial lt line gt CHHG HEXT XXXXI RETR OK Hccertix RETR Ok afters blind CHHG HEXT Proceed YES QUIT Checking x Created x mbox OK 6 7 10 11 12 13 14 Enter a Class of Service from 1 to 16 Press HEYT 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 OK Line 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 Press OK Press HET or press CHHG to enable Call Screening for the mailboxes Press VES The display shows the numbers of the mailboxes that are being created Press OK to end the session P0919416 03 Chapter 4 Working with mailboxes 31 About mailbox passw
126. pts 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 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 Call Record Lets subscribers use the Call Record feature With Call Record J 8 9 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 Ul choices Norstar Voice Mail NVM and CallPilot CP CallPilot 150 Telephone Administra
127. r ly trans H CHHG OK Fer ly trans H RETRY k Dialina PARM TABLE QUIT 1 10 11 12 13 14 15 Press Q9 8 Enter the System Administrator Mailbox number and password then press OK Press 8 B 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 OE to accept the long distance access code Press HEXT 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 HEXT 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 Press HEXT Press CHHG to toggle the settings between Y and N Press OK to accept the reply translation setting Press to end the session P0919416 03 Chapter 10 Dialing Translation 109 Building a Dialing Translation Table To build a Dialing Translation Table you must enter an Input value and an Output value for each entry The Input value is the number that the CallPilot 150 looks up in the Dialing Translation Table If the corresponding entry matches the system substitutes the Output value for the Input value The resulting number is ready to dial on the local network Refer to An example of a Dialing Translation Table from a sit
128. re played by the Automated 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 150 Telephone Administration Guide 140 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 D is reserved for reaching the Operator and 9 offers the menu in the Alternate Language The Home Menu can also be a recorded Information Message that announces information to a call
129. re you remove the mailbox from the CCR Tree first If you do not delete the mailbox 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 System Administrator or the General Delivery Mailbox To delete a mailbox Loa 1 Press oJ8 6 J LI oe BUIT RETR ok Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press MBOX HEOK AA OTHR Mailbox Admin 3 Press DEL ALD 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 ou ner name 5 Press DEL DEL QUIT Mailbox deleted 6 This display appears briefly Mailbox Admin 7 Press DEL to delete additional mailboxes ALE DEL CHHG or press C to end the session CallPilot 150 Telephone Administration Guide 36 Chapter 4 Working with mailboxes 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
130. reetings 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 We recommend using greetings 1 through 16 as your daily business greetings and greetings 17 through 40 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 Greeting 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
131. reetings depend on the CLID information that is received prior to the second ring if you use analog lines Personalized greetings do not play if the Auto Attendant is set to answer at 0 or 1 ring The Primary or Alternate personal mailbox greeting plays instead Change the number of rings to 2 or greater P0919416 03 Chapter 11 Troubleshooting CallPilot 115 Mailboxes do not accept messages A mailbox does not accept messages if e itis not initialized e CallPilot message storage capacity is full Messages are removed from a mailbox If messages are 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 20 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 refer to Changing a mailbox on page 32 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 has been reset to the default the mailbox owner must change it in order to use the mailbox To reset a password refer to Changing a mailbox on page 32 A mailbox owner cannot access their mailbox A subscriber cannot access their mailbox Each mailbox is assigned a maximum number of incorrect password attempts in its Class of
132. ress VES WES 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 CallPilot 150 Telephone Administration Guide 90 Chapter 9 CallPilot operations Initializing CallPilot You must initialize CallPilot immediately after you reset the system To initialize CallPilot 1 Press 9J8 8 Log 2 Enter 2 6 6 GB 4 4 Config and press OK QUIT RETRY OK AFF Voicemail 3 Press HEXT CHHG HEST Bilingual 4 Press VES or HO AF 42 WES HD If you do not choose bilingual operation step 5 does not appear Primary lang 5 Select a primary language EMG FRE Grour lists Y 6 Press CHHG to toggle between Y and N Pur BEAL Select Y if you want to enable Group Lists Grour liste Y 7 Press HEXT CHNG MEAT If you do not enable Group Lists step 11 does not appear and you go to step 12 Leading digit 2 8 The default Group List leading digit is 9 CHNG BEST Press CHHG if you want to enter a new Group List leading digit or press HET Primara UI xxx 9 Ifyou want to change the primary interface press CHHG CHHG HEST or Press HEAT Primara UT CP 10 Press HEST CHHG HEST Primara UT HUM 11 Press CHHG to toggle the setting between Norstar Voice Ma
133. rnate extensions assigned the call rings at the main extension only Note The exception to this is if alternate extensions are assigned an Answer DN for the main extension Answer DNs are assigned to extensions in system programming For more information refer to your system documentation Only extensions that do not have a mailbox assigned can be used as an alternate extension 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 e 9 8 1 from alternate extensions to access messages from their primary extension Subscribers can use the Interrupt feature 9 8 Z on an alternate extension the same way the same way they use 9 8 7 on a primary extension Express Messaging Line When you create a Subscriber mailbox you can assign an Express Messaging Line to it Instead of assigning an extension number to the Subscriber mailbox assign an Express Messaging Line If you assign an Express Messaging Line voice calls are left in the Subscriber Mailbox without ringing at the set Inform the subscriber that they should frequently check their mailbox for messages because they do not receive Message Waiting Notification The line used for Express Messaging must be between 1 and 500 Give t
134. rom four to eight digits long that does not start with zero changing the default password to the new password e recording the mailbox owner s name in the Company Directory To initialize a mailbox Must change rzwud Fzudz RETRY OK Again RETR OK Record name RETR OK Accert name RETRY PLAS k 1 Press 2 J 9 8 1 Log on by following the voice prompts This display appears briefly to indicate that you must change your password Enter a new password from four to eight digits long that does not start with zero Press OK or amp Reenter your new mailbox password and press OK or At the tone record your name in the Company Directory Include your mailbox number in the recording For example Pat Smith mailbox 5813 Press OF or to end the recording Press OK or to accept the recording or press PLAY or to listen to the recording or press RETR or 2 to re record your name Press to end the session P0919416 03 25 Chapter 4 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 32 to finish setting up the mailbox To add a Subscriber mailbox
135. rt Appears if the introduction to a message being forwarded is less than three seconds long 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 CallPilot 150 Telephone Administration Guide 118 Chapter 11 Troubleshooting CallPilot Message Meaning 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 40 Invalid kes Appears if the selected option is not valid for the command display shown Invalid line Appears if you enter an incorrect line number CallPilot supports line numbers from 1 to 500 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 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 Fazzwuord Appears if you enter an incorrect mailbox
136. s You cannot change a Group List number To change a Group List number you must delete the Group List and add new member mailbox numbers as a new Group List For more information refer to Adding a Group List on page 37 To change a Group List Loa QUIT RETRY Ok Admin MBO AA OTHE Admin GLIST CCR Grour List Admin HDD DEL CHHG GList RETR QUIT HHHMH CHHG HEXT Hare RETRY BKSF Ok MEME CHHG HEXT Recorded name FEC PLAY HEXT Record name RETR OK Accert name RETR PLAY OF 1 10 11 Press Ce 9 8 G8 J Enter the System Administrator Mailbox number and password and then press DE Press OTHR Press GLIST Press CHHG Enter the number of the Group List you want to change To change the Group List name press CHH G Or press HERT and go to step 9 Enter the new Group List name and press OK 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 QE To listen to your recording press PLAY or to accept the recording press OK or to re record the name press RETRY P0919416 03 Chapter 4 Working with mailboxes 39 GList members ACD DEL VIEN Hbox DIE QUIT GList members HDD DEL VIEN 12 Press ADL to add a mailbox number to the Group L
137. s 69 Destination FREU HOME DISC Fath RETR EHC OF Tree x SALE QUIT Save as tree x YES THF QUIT Tree sawed CCR Admin AGM IM 13 14 15 16 17 18 Select a destination 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 refer to Destination types on page 60 Press EHD Press SANE Press VES This display appears briefly Press e to end the session CallPilot 150 Telephone Administration Guide 70 Chapter 7 Working with CCR Trees 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 ita Path number and assigning a mailbox number You can add a Mailbox node to a CCR Tree at any time see Initializing a mailbox on page 24 To add a Mailbox node Log 1 Press 9J8 6G LI ae BUTT RETR DE Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press OTHR MBO AA OTHE Admin 3 Press CCR GLIST CCR CCR Admin 4 Press BDHIH ADMIH CCR tree 5 Enter the number of the CCR Tree you want to add a Mailbox node RETRY
138. sages it does not appear in the Company Directory and any calls that are directed to it are rerouted to the General Delivery Mailbox Tell subscribers to change their mailbox password as soon as they initialize their mailbox P0919416 03 Chapter 3 CallPilot mailboxes 17 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 different 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 ist 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
139. scribers 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 Faud too lona 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 recorded message is too short Sreak ur 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 Hot enabled Appears if Group Lists are not enabled P0919416 03 121 Chapter 12 CallPilot configuration tips This chapter describes system configuration enhancements that maximize the efficiency of CallPilot Delayed answering by the Automated Attendant The Automated 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 Automated Attendant after the specified number of rings
140. st 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 Recert x 14 Press OE RETR Ok Alti extitnone 3 15 Press CHHG if you want to assign an Alternate extension CHHG HEST or press HEXT if you do not want to assign an Alternate extension and go to step 21 H1tlext 16 Enter the Alternate extension and press OK RETRY OK Alti exti xx 17 Press HET CHHG HEST Alte ext none 18 Press CHHG if you want to assign another Alternate extension CHHG HEST or press HERT and go to step 21 This display does not appear unless you assigned an Alternate extension Alte ext 19 Enter the second Alternate extension and press DK RETR Ok AlL2 extinx 20 Press HEXT CHHG HEST Haa line inone 21 Press CHHG to assign an Express Messaging Line CHHG HEST or press HERT and go to step 24 Meg line 22 Enter an Express Messaging Line number between 1 and 500 RETRY us and press OE Meg Lines xx 23 Press HEXT CHHG HEST sfersiblind 24 Press HEXT CHHG HEST or press CHHG if you want to enable Call Screening Mailbox Admin 25 Press to end the session ALD DEL CHHG P0919416 03 Chapter 4 Working with mailboxes 27 Adding a Guest mailbox Assign all Guest mailboxes mailbox numbers that begin with
141. strator password 91 Ringing Answer Button 121 Rings assigning 51 S Sending a Group Message 36 40 Service Modes CallPilot Feature Compatibility 131 Set Relocation CallPilot Feature Compatibility 128 Sub menu Custom Call Routing CCR 59 Symbols 13 System Administrator password resetting 91 T Target Attendant in Class of Service 19 Telephone line display 11 Testing a CCR Tree 77 Time and Date troubleshooting 114 Timeout CallPilot Feature Compatibility 129 Touchtone Gate 52 Transfer Callback CallPilot Feature Compatibility 131 Transfer Point 82 changing 82 Tree troubleshooting 116 P0919416 03 Index 149 Troubleshooting 113 accessing a line or line Pool 114 Automated Attendant 113 Call Display Information 113 CallPilot 113 Company Directory 115 error messages 117 Extension number length 114 Forward denied 114 General Delivery Mailbox 113 greetings 113 Group List 116 log prompt 114 mailbox not accepting messages 115 message lost in a mailbox 115 password lost 115 Path Number 116 Reply Feature 114 Time and Date 114 Tree 116 Two line display using 11 U User interface in Class of Service 19 CallPilot 150 Telephone Administration Guide
142. t 8 Enter the new leading digit and press OK RETRY OF 9 Press to end the session P0919416 03 Chapter 9 CallPilot operations 99 Voicemail Voicemail is enabled by default You can disable or re enable voicemail at any time When voicemail is enabled callers who reach an extension that is not answered or is busy transfer to the extension s mailbox If you disable voicemail external callers cannot leave a message in a mailbox external callers who use the Automated Attendant can still access Information Mailboxes or press 0 to reach the Operator Subscribers can still record and send messages from their mailbox to other CallPilot mailboxes CallPilot users still can leave a message in a mailbox using the Leave Message feature Ce JJ CallPilot users still can transfer internal calls to another mailbox using the Voicemail Transfer feature Le 8 6 J To enable or disable voicemail Loa QUIT RETR DE Admin MBO AA OTHF Woice Mail CHHG HEXT 1 Press J 8 6 Enter the System Administrator mailbox number and password and then press OK 2 Press 4j This option does not appear as a display button option 3 Press CHHG to toggle between Y and N 4 Press to end the session CallPilot 150 Telephone Administration Guide 100 Chapter 9 CallPilot operations Company Directory The
143. tatus from the dialpad of external tone dial telephone You must do remote administration through the System Administrator Mailbox For information about remote administration refer to 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 refer to Configuring line answering on page 49 To assign Answer Lines 1 Press 9 69 8 Q Pswd 2 Enter the Operator password and press OK RETR OF Atdt aualtH 3 Press HET CHHG HEAT Business open H 4 Press HEXT CHHG HEAT Answer lines H 5 Press CHHG CHHG HERT If you set Answer Lines to N the display shows Pisabling If you set Answer Lines is set to Y the display shows Enabling 6 Press to end the session CallPilot 150 Telephone Administration Guide 96 Chapter 9 CallPilot operations Setting the Automated Attendant status The Automated Attendant plays after the Company Greeting and after a caller leaves a message in a mailbox The A
144. telephone system wide call handling feature AII 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 150 Telephone Administration Guide 124 Chapter 12 CallPilot configuration tips Greeting Table 1 for On Your Toes Greeting 1 Good morning You have reached On Your Toes Dance Studio The studio is closed at this time Stay on the line to leave a message The CallPilot voice prompts play after the greeting You can make Company Greetings up to five minutes long Greeting 2 Good afternoon You have reached On Your Toes Dance Studio Greeting 3 Good evening You have reached On Your Toes Dance Studio Greeting 4 You have reached On Your Toes Dance Studio The studio is closed at this time Stay on the line to leave a message CallPilot uses Greeting Table 1 to answer calls after four rings Depending on the time of day different recorded greetings play for Morning Afternoon and Evening When the Business Status is No the Non business Hours Greeting plays Note Lines must be assigned to a Greeting Table before the Greeting Table greetings are used The Costume Room The Costume Room has one telephone with a CallPilot mailbox Calls are directed to the Costume Room Attendant by the receptionist or the Automated Attendant When the Attendant is not available the caller is forwarded to the C
145. the Operator is not available from callers who use a rotary dial telephone and when a mailbox is full 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 N minimize the risk of unauthorized activity Default General Delivery Mailbox number and password combinations For a mailbox number length of the default System and the default Administrator System Administrator sothe combined mailbox number Mailbox number is Mailbox password is and password is 10 100000 100 1000000 1000 10000000 10000 100000000 100000 1000000000 1000000 10000000000 The default Class of Service for the General Delivery Mailbox is 1 You can change the Class of Service any time For information on changing the Class of Service refer to Changing a mailbox on page 32 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 refer to Tnitializing a mailbox on page 24 Subscriber mailboxes Create a Subscriber mailbox for each person in your organization who needs to be able to receive messages A Subscriber mailbox must be initialized by the mailbox owner before it can receive voice messages Until a mailbox is initialized it cannot receive voice mes
146. tion Guide 20 Chapter 3 CallPilot mailboxes Class of Service values Class of Service 1 2 4 5 6 8 Prompt language P A P A P A P 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 7 Outbound Transfer Y Y Y Y N N Y Y Incorrect pswd attempts 9 9 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 Call Record N N N N N N N N Mailbox UI The interface selected from the Installation Wizard as the primary interface Class 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 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 Attend
147. 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 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 th
148. 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 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 refer to Destination types on page 60 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 9 To place an order press 1 To add your name to our maili
149. tomated Attendant appears on a set it rings when CallPilot transfers the call If a line programmed to be answered by the Automated 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 9 after listening to the message Night Service When Night Service is activated and the CallPilot prime extension is specified as the Night Ring extension for an incoming line a caller immediately hears the CallPilot Automated Attendant Prime Set When you configure lines on your system you can designate CallPilot as the prime extension CallPilot answers with the Automated Attendant Private line When private lines are assigned to a set programmed to ring CENA 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
150. tures 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 refer to Ringing Answer button on page 121 Autodial internal All subscribers on the CallPilot system can program the CallPilot extension Press b B 5 to view the CallPilot extension You can use autodial for Busy Lamp Field BLF indication 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 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 CENA to the extension specified after the programmed number of rings CENA is not applicable in an Automated Attendant application If Delayed Ring Transfer DRT is being used for CallPilot answering ensure that the number of rings for CENA on any of the sets with ri
151. umber of Trees 8 Number of levels 10 Number of Paths per level 8 Group List leading digit Group List range o 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 P0919416 03 Chapter 13 Default configuration values 135 Default Feature Codes Leave Message Feature 980 Open Mailbox Feature 981 Operator Status Feature 982 Configuration Feature 983 CallPilot extension number Feature 985 Transfer to mailbox Feature 986 Interrupt Feature 987 Call Record Feature 989 Message storage times 96 M Compact Flash card 24 hours 192 M upgrade Compact Flash card 60 hours CallPilot 150 Telephone Administration Guide 136 Chapter 13 Default configuration values P0919416 03 137 Glossary AA See Automated 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 mailb
152. utomated 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 refer to About Company Greetings on page 43 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 prevent callers from having lengthy CallPilot sessions or if you use CallPilot behind a private exchange system To change the Automated Attendant status 1 Press JQ 8 6 Log 2 Enter the System Administrator Mailbox number and password GJIT RETRY OK then press OK Admin 3 Press BB MEO AA OTHE Auto Atdt Admin 4 Press GRETG GETG TABLE LIHES Greeting admin 5 Press AA GETG AA Return to BB Vv 6 Press CHHG EHHG NEAT If you select N callers cannot return to the Automated Attendant Menu prompt after they leave a message 7 Press to end the session P0919416 03 Chapter 9 CallPilot operations 97 CallPilot default system options You can change these default CallPilot system options e Language Availability e Group List leading di
153. ver it To delete a Path Log 1 Press 9J8 G BUIT RETRY Dk Enter the System Administrator Mailbox number and password and then press DE Admin 2 Press OTHE MEOS AA OTHE Admin 3 Press CCR GLIST CCR CCR Admin 4 Press BDHIH BIDHIH CCR tree 5 Enter the number of the CCR Tree that you want to change and RETR DK press OF Tree x 6 Press CHHG CHHG QUIT Path 7 Enter the Path number you want to delete and press OK RETRY EHC OF x xXx 8 Press ERASE CHHG ERASE OF Erase Fath O Press VES VES HO Path erased 10 This display appears briefly Path 11 Press EHD RETRY EHC OK Tree x 12 Press SANE SAVE QUIT Save as tree x 13 Press YES YES OTHE QUIT Tree saved 14 This display appears briefly CallPilot 150 Telephone Administration Guide 84 Chapter 7 Working with CCR Trees CCR Admin 15 Press to end the session HDTIIH P0919416 03 85 Chapter 8 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 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 sever
154. w about your company s Information mailboxes e Advertise the Automated Attendant main number and record a Company Greeting that mentions the Information mailbox services e Provide a list of your company s Information mailboxes 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 tells callers to press zero to reach company information For example Good Afternoon This is On Your Toes Dance Studio To reach our studio press 4 6 To listen to one of our special announcements press 0 to reach the Operator When a caller presses zero have the Operator provide a list of the Information mailboxes and transfer the caller accordingly P0919416 03 Chapter 3 CallPilot mailboxes 19 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 20 have pres
155. x 15 Press VES VES OTHE GUIT Tree saved 16 This display appears briefly CCR Admin 17 Press to end the session HDHIH CallPilot 150 Telephone Administration Guide 80 Chapter 7 Working with CCR Trees Changing a Mailbox node To change a Mailbox node Loa QUIT RETRY Ok Admin MBO AA OTHR Admin GLIST CCR CCR Admin AGM IM CCR tree RETRY Tree x CHHG Fathi RETR EHC x Lupmza EFHSE OK I XX HEST QUIT DestixxxD CHHG OK Path RETRY EHC OF Tree x SALE PRINT QUIT Save as tree x YES OTHF QUIT Tree saved CCR Admin AGM IM 1 10 11 12 13 14 15 16 Press e 6 6 Enter the System Administrator Mailbox number and password and then press DE Press OTHE Press CCR Press BDHIH Enter the number of the CCR Tree that you want to change and press OK Press CHHG Enter the Path of the node you want to change and press OK Press CHHG Press CHHG Enter the new mailbox number Make sure the mailbox is initialized before you assign it to a CCR Tree Press K if you want to accept the assigned destination type or press CHHG and assign a new destination type Press EHD Press SANE Press VES This display appears briefly Press to end the session P0919416 03 Chapter 7 Working with CCR Tr
156. ximum 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 OTHF Mailbox Admin ADD DEL CHHG Hbox RETR QUIT Tyre subscriber HEAT OF Turetinformation HET Service class RETR 0E Hame HET BKSF OK Directory VES Ho Mailbox Admin HDD DEL CHHG 1 10 Press 6 JEJ BJB Enter the System Administrator mailbox number and password and then press DE Press MBOX Press ADD Enter the Information Mailbox number Press HEXT Press OE Enter a Class of Service from 1 to 16 Enter the mailbox name and press OE For information on entering names using the telephone dialpad refer to Using the dialpad on page 12 Press VES if you want to include the mailbox name in the Company Directory Repeat steps 4 through 10 to add another Information Mailbox Or press amp to end the session P0919416 03 Chapter 4 Working with mailboxes 29 Adding many mailboxes You can save time by creating multiple mailboxes when you set up CallPilot 150 for the first time or when you need to add a large number of mailboxes to the CallPilot system Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you de

Nortel Networks 150 Answering Machine User Manual

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