Nortel CallPilot 150 Installation And Maintenance Manual
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Nortel CallPilot 150 Installation And Maintenance Manual

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CallPilot 100/150
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  • Page 1 Return to Menu Part No. P0604218 02 CallPilot 100/150 Installation and Maintenance Guide...
  • Page 2 In the interest of improving internal design, operational function, and/or reliability, Nortel Networks NA Inc. reserves the rig ht to make changes to the products described in this document without notice. Nortel Networks NA Inc. does not assume any liability that may occur due to the use or application of the product(s) or circuit layout(s) described herein.

  • Page 3: Table Of Contents

    Contents Preface ............11 Before you begin .
  • Page 4 Managing the CallPilot system ..........22 Running without a LAN .
  • Page 5 Chapter 8 Backing up and restoring CallPilot ........51 Installing the CallPilot Backup and Restore Utility .
  • Page 6 Windows XP ........... . . 71 Installing the Nortel Networks Modem Configuration Utility ..... . 72 Enabling the CallPilot modem .
  • Page 7 Figures Figure 1 Inside the CallPilot 100/150 ........19 Figure 2 Mounting the CallPilot 100/150 .
  • Page 8 P0604218 02...
  • Page 9 Tables Table 1 Telephone buttons ......... . 12 Table 2 CallPilot features .
  • Page 10 P0604218 02...

  • Page 11: Preface

    Preface The CallPilot 100/150 is a voice messaging product suited for small to medium sized businesses. It combines the voicemail and call processing features of a large business system into a compact, easy to use system. Before you begin This guide is intended for install technicians. This guide assumes that you have a working knowledge of the telephone system on which you are installing the CallPilot 100/150.

  • Page 12: About The Buttons On Your Telephone

    Nortel Networks Call Center Set Up and Operation Guide Provides instructions for setting up the Call Center features on CallPilot 100/150. • Nortel Networks Call Center Reporting Set Up and Operation Guide Provides instructions for setting up the Call Center Reporting feature on CallPilot 100/150. P0604218 02...

  • Page 13: How To Get Help

    Preface How to Get Help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (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#.

  • Page 14: Cala (Caribbean & Latin America)

    Preface CALA (Caribbean & Latin America) Technical Support - CTAS Telephone: 1-954-858-7777 email: csrmgmt@nortelnetworks.com APAC (Asia Pacific) Technical Support - CTAS Telephone: +61 388664627 Fax: +61 388664644 email: asia_support@nortelnetworks.com P0604218 02...

  • Page 15: How To Use This Guide

    Chapter 1 How to use this guide This guide explains: • what CallPilot 100/150 is • how to install CallPilot 100/150 • how to initialize CallPilot 100/150 • how to troubleshoot CallPilot 100/150 How to use this guide Chapter 1, “How to use this guide explains the contents of this guide and the conventions it uses.

  • Page 16: How The Instructions Are Presented

    Chapter 1 How to use this guide How the instructions are presented The tasks in this book are presented as step-by-step instructions, in the order you must carry them out. Warning and caution symbols Sometimes you will see symbols warning you to be careful. These symbols include: Note: alerts you to steps that are complicated or critical.

  • Page 17: System Overview

    Chapter 2 System overview About CallPilot 100/150 The CallPilot 100/150 is a voice messaging product suited for small to medium sized businesses. It combines the voicemail and call processing features of a large business system into a compact, easy to use system. CallPilot 100/150 offers •...

  • Page 18: Compatibility

    This gives the CallPilot 100 a total of four voice channels. On the CallPilot 150, each RJ-11 jack can support two TCM connections. Each TCM connection can support two voice channels. This gives the CallPilot 150 a total of eight voice channels. P0604218 02...

  • Page 19: Pcmcia Slots

    Chapter 2 System overview Figure 1 Inside the CallPilot 100/150 PCMCIA slots The CallPilot 100/150 has two PCMCIA slots. • The bottom slot is used for the feature cartridge. The feature cartridge is the device that stores the CallPilot software, greetings and voice messages. •...

  • Page 20: Voice Message Storage

    The CallPilot 100 provides 9 hours of voice message storage. The CallPilot 150 provides 24 hours of voice message storage. With the optional message storage upgrade, the CallPilot 150 provides 59 hours of voice message storage.

  • Page 21: Preparing To Install The Callpilot 100/150

    Chapter 3 Preparing to install the CallPilot 100/150 This chapter explains what you need before you install the CallPilot 100/150. Environment Make sure the installation area is: • clean, free of dust, dry and well ventilated • between 0 and 50 degrees Celsius •...

  • Page 22: Managing The Callpilot System

    Chapter 3 Preparing to install the CallPilot 100/150 Managing the CallPilot system CallPilot 100/150 is managed using a telephone or CallPilot Manager, depending on whether the CallPilot 100/150 has a LAN connection. Running without a LAN A LAN connection is optional for a basic CallPilot 100/150 system running on a Norstar system. When there is no LAN connection, you can administer the system through a telephone using the menus.

  • Page 23: Installing Callpilot 100/150

    Chapter 4 Installing CallPilot 100/150 This chapter describes installing the CallPilot 100/150 on a wall and powering it up. Wall mounting the CallPilot 100/150 Follow this procedure to mount the CallPilot 100/150 on a wall. Attach the wall mount bracket to a secure surface by the two inner holes. Use anchors, as necessary.

  • Page 24: Connecting The Callpilot 100/150

    Connect a TCM cable to Port A and to Port B. Table 4 shows the pin out of Port A and Port B. Table 4 Port A and Port B Pinouts CallPilot 100 CallPilot 150 Pin number Port A Port B Port A...

  • Page 25: Figure 3 Callpilot 100/150 Connections

    Chapter 4 Installing CallPilot 100/150 Figure 3 CallPilot 100/150 connections CallPilot 100/150 Installation and Maintenance Guide...

  • Page 26: Callpilot 100/150 Leds

    Chapter 4 Installing CallPilot 100/150 CallPilot 100/150 LEDs When the CallPilot 100/150 starts up, the LEDs change to indicate where the CallPilot 100/150 is in the start up process. Table 5 shows the order in which the LEDs change and describes what each state indicates.

  • Page 27: Table 6 Leds During Operation

    Chapter 4 Installing CallPilot 100/150 Table 6 LEDs during operation Description Description LED lights when the Ethernet LED lights when TCM channel 4 is connection is operating at 100 Mbit/s connected to the telephone system. and blinks with Ethernet activity. LED lights when TCM channel 3 is LED lights when the CallPilot 100/150 connected to the telephone system.
  • Page 28 Chapter 4 Installing CallPilot 100/150 P0604218 02...

  • Page 29: Initializing The Callpilot 100/150

    ® Communicator or Microsoft Internet Explorer . Nortel Networks recommends you use CallPilot ® Manager whenever possible. CallPilot Manager provides access to administration programming not available from a telephone. Note: The online Help for CallPilot Manager is best viewed in Internet Explorer.

  • Page 30: Initializing Callpilot 100/150 Using Callpilot Manager

    Chapter 5 Initializing the CallPilot 100/150 Initializing CallPilot 100/150 using CallPilot Manager To initialize CallPilot 100/150 using CallPilot Manager you need to: • determine if your computer meets the CallPilot Manager requirements • connect to the CallPilot 100/150 • run the Quick Install Wizard Computer requirements for CallPilot Manager You access CallPilot Manager using a web browser on a computer that is connected to the CallPilot 100/150.

  • Page 31: Connecting To The Callpilot 100/150

    Failure to remove the serial cable may result in a non-compliant EMC configuration. Note: A serial cable is available as a separately available part. For information about obtaining a serial cable, contact your Nortel Networks supplier. CallPilot 100/150 serial port The following table shows the pin out for the CallPilot 100/150 serial port.
  • Page 32 Chapter 5 Initializing the CallPilot 100/150 Note: The location of the transmit (TX) and receive (RX) pins on your terminal can vary. Refer to your terminal or computer documentation to confirm pin locations. Configuring the terminal The terminal or terminal emulation program you use must be VT100 compatible and must support the ASCII Character set.
  • Page 33 Chapter 5 Initializing the CallPilot 100/150 Press the Enter key. Note: If you do not press a key within 2 seconds of this prompt appearing, repeat steps 5 and 6. The prompt appears. (M)odify any of this or (C)ontinue? Press the M key and press the Enter key. The prompt appears.

  • Page 34: Changing The Ip Address Using An Ethernet Crossover Cable

    Figure 4 Ethernet crossover cable Note: An Ethernet crossover cable is available as a separately available part. For information about obtaining an Ethernet crossover cable, contact your Nortel Networks supplier. Connecting the Ethernet crossover cable Shut down the computer.

  • Page 35: Running The Quick Install Wizard

    Chapter 5 Initializing the CallPilot 100/150 Running the Quick Install Wizard The Quick Install Wizard appears the first time you startup CallPilot Manager. The Quick Install Wizard is a single page that gathers enough information to set up a working system. It then applies the information and restarts the system.
  • Page 36 Center, click the CallCenter button. If you select voicemail: • the voicemail application is enabled • 20 mailboxes are enabled on the CallPilot 150 • 10 mailboxes are enabled on the CallPilot 100. If you select Call Center: • no mailboxes are enabled •...
  • Page 37 Chapter 5 Initializing the CallPilot 100/150 Field name Description Mailbox Keycode If you have purchased additional mailboxes for CallPilot , enter the keycode you received with your mailbox package. If you have not purchased additional mailboxes, leave these boxes empty. Use these boxes only for the keycode for additional mailboxes.

  • Page 38: Initializing Callpilot 100/150 Using A Telephone

    Chapter 5 Initializing the CallPilot 100/150 Initializing CallPilot 100/150 using a telephone To initialize CallPilot 100/150 you need to: • determine the CallPilot 100/150 Feature Codes • configure the CallPilot 100/150 initial parameters Note: If you initialized CallPilot 100/150 using CallPilot Manager, you do not need to initialize CallPilot 100/150 using a telephone.

  • Page 39: Configuring The Callpilot 100/150 Initial Parameters

    CallCenter . If you choose voicemail : • the voicemail application is enabled • 20 mailboxes are enabled on CallPilot 150 • 10 mailboxes are enabled on CallPilot 100 If you choose CallCenter : • the Call Center application is enabled •...
  • Page 40 Chapter 5 Initializing the CallPilot 100/150 Primary lang? 6. Press the button for the language you want as the Primary Language. Group lists? Y 7. Press CHNG to toggle the settings between Y for Yes, or N for CHNG NEXT 8.
  • Page 41 Chapter 5 Initializing the CallPilot 100/150 System ready Initialization takes about three seconds. When complete, the display shows: System ready and Exit . Exit After the initialization programming is completed, the display automatically returns to the time and date. You can now start programming the CallPilot parameters. For information about how to program the CallPilot , refer to the CallPilot 100/150 Telephone Administration Guide.
  • Page 42 Chapter 5 Initializing the CallPilot 100/150 P0604218 02...

  • Page 43: Language Configuration Utility

    Chapter 6 Language Configuration Utility The CallPilot 100/150 has two languages available for text and voice prompts. The Language Configuration Utility allows you to change the two languages that are available. The computer you use to run the Language Configuration Utility must be compatible with Microsoft ®...
  • Page 44 Chapter 6 Language Configuration Utility If the information is not correct, click the Back button and correct the information before proceeding. A dialog box appears when the language change is completed. 16 Click the OK button. 17 If you want to change the second language, repeat steps 4 to 16 for the second language. 18 Reboot the CallPilot 100/150 by removing the power cable from the CallPilot 100/150, waiting 30 seconds and then reconnecting the power cable.

  • Page 45: Password Administration

    Chapter 7 Password administration Resetting passwords This section identifies each type of CallPilot password and how to reset it if the owner forgets it. Resetting the system administrator password This is the password the system administrator uses to reach the administrative functions, including resetting other passwords.

  • Page 46: Resetting The Operator Password

    Chapter 7 Password administration Resetting the operator password The operator password is used to gain access to operator manager functions, such as open and close business, change attendant DNs and enable and disable call answering. Resetting the password using CallPilot Manager Log on to CallPilot Manager.

  • Page 47: Resetting The Mailbox Passwords

    Chapter 7 Password administration Resetting the Mailbox passwords The Mailbox password allows users to access their mailbox. Resetting the password using CallPilot Manager Log on to CallPilot Manager. Click the Mailbox Administration heading. Click the Change/Delete Mailbox link. Click the Reset Password link by the mailbox for which you are resetting the password. A confirmation dialog box appears.

  • Page 48: Resetting The Call Center Administrator Password

    Chapter 7 Password administration Resetting the Call Center Administrator password This password is used to access CallPilot Manager to administer the Call Center software. Log on to CallPilot Manager. Click the Configuration heading. Click the Access Passwords link. Enter a new password into the Call Center Administration Password box. Enter the password again in the Confirmation box.
  • Page 49 Chapter 7 Password administration 7. Press CHNG . Modem access:Y CHNG 8. Press CHNG . Modem access:N CHNG 9. Enter the new Modem access password and press OK . Pswd: RETRY 10. Re-enter the new Modem access password and press OK . Again: RETRY 11.
  • Page 50 Chapter 7 Password administration P0604218 02...

  • Page 51: Backing Up And Restoring Callpilot

    CallPilot 100/150. Note: Nortel Networks recommends that you perform a back up after you have completed your initial programming. We also recommend that you back up on a regular basis to save new programming, greetings and voice messages.

  • Page 52: Table 10 Maximum Disk Space Required To Backup Callpilot 100/150

    CallPilot 100 40 MB CallPilot 150 85 MB CallPilot 150 (with optional message 180 MB storage upgrade) Caution: Do not use CallPilot Manager to perform any administrative tasks while a backup is in progress. If you use CallPilot Manager to make a change during a backup, the CallPilot 100/150 can become corrupted and inoperable.

  • Page 53: Restoring The Callpilot Information

    11 In the Local Folder box, enter the path name of the directory on your computer in which you want to store the CallPilot information. 12 In the CallPilot 150 hostname or IP addresses box, enter the host name or IP address of the CallPilot 100/150 CallPilot 100 you want to backup.
  • Page 54 10 In the Local Folder box, enter the path name of the directory on your computer in which the CallPilot backup information is stored. 11 In the CallPilot 150 hostname or IP addresses box, enter the host name or IP address of the CallPilot 100/150 to which you want to restore information.

  • Page 55: Retrieving The Callpilot Log Files

    In the Local Folder box, enter the path name of the directory on your computer in which you want to store the CallPilot Log Files. In the CallPilot 150 hostname or IP addresses box, enter the host name or IP address of the CallPilot 100/150 from which you want to retrieve the log files.
  • Page 56 Chapter 8 Backing up and restoring CallPilot P0604218 02...

  • Page 57: Upgrading Callpilot 100/150

    CallPilot 100/150 Note: You cannot upgrade the message storage of a CallPilot 100. You cannot upgrade from a CallPilot 100 to a CallPilot 150. Upgrading the CallPilot software version Make sure that there is no one using the CallPilot 100/150 before you start the upgrade. For information about how to determine if the CallPilot ports are busy, refer to “Programming...

  • Page 58: Upgrading The Message Storage

    Upgrading the message storage Message storage is the amount of memory available on your CallPilot system to store greetings and voice mail messages. You can upgrade the message storage on your CallPilot 150 from 24 hours to 59 hours. Note: You cannot upgrade the message storage time on a CallPilot 100.
  • Page 59 • LED lights to indicate that CallPilot is operating normally If the CallPilot 150 does not reboot, make sure the feature cartridge is in the bottom PCMCIA slot and is properly seated. If the feature cartridge is not inserted properly, disconnect the power from the CallPilot 150, insert the feature cartridge in the bottom slot and restore power.
  • Page 60 Chapter 9 Upgrading CallPilot 100/150 P0604218 02...

  • Page 61: Troubleshooting

    Chapter 10 Troubleshooting Introduction Troubleshooting CallPilot 100/150 problems involves determining the symptoms and diagnosing the cause of the problem. A problem can be the result of more than one component failure. Diagnosing a CallPilot 100/150 problem involves isolating the cause, and determining whether the malfunction involves a failed hardware component or the CallPilot 100/150 software configuration.

  • Page 62: Callpilot 100/150 Does Not Function At All

    Chapter 10 Troubleshooting Ensure the RS-232 terminal communication parameters are set to 9600 baud/ 8 data bits/1 stop bit/no parity/no flow control. For instructions about setting these parameters, refer to the manual supplied with the terminal. Check the RS-232 cable. Ensure it is connected to the serial port on CallPilot 100/150 and to the serial port on the terminal.

  • Page 63: The Power-On Diagnostics Fail

    All of the mailboxes disappear after a software upgrade If the upgrade cartridge is inserted in the bottom PCMCIA slot, your current software overwrites the upgrade cartridge and all of your programming is lost. Contact your Nortel Networks Service Representative for assistance.

  • Page 64: Callpilot 100/150 Feature Codes Are Inactive

    Chapter 10 Troubleshooting CallPilot 100/150 Feature Codes are inactive There are certain situations when you must first remove the Feature Codes that you are planning to use before you install the new CallPilot 100/150 software. These situations include: • when you are activating new Voice Mail or Call Center functionality •...

  • Page 65: Callpilot 100/150 Does Not Reboot Following **Startup

    Chapter 10 Troubleshooting 7. Press NEXT to show the next Feature Code. F9XX: Free TEST BACK NEXT 8. Repeat steps 5 to 7 until you have tested all of the Feature Codes. Note: If None Registered appears, all of the Feature Codes have been tested and removed.

  • Page 66: Time On The Callpilot 100/150 Does Not Match The Time On The Telephone System

    Chapter 10 Troubleshooting If you have checked the wiring and the module is still not operational disconnect and repackage the module, and return it to your distributor. Time on the CallPilot 100/150 does not match the time on the telephone system When you change the time on the telephone system, it can take up to 10 minutes for the time on the CallPilot 100/150 to change.

  • Page 67: Modem Access

    Caution: The CallPilot modem uses three voice channels when connected to the support computer. Nortel Networks recommends that you do not use the modem during peak use times. Do not connect the support computer modem to an internal (extension) line.

  • Page 68: Creating A Dial-Up Networking Connection

    Modem Access If your computer has a modem with one telephone cable connector, you need to use a telephone line splitter. To connect the line splitter: Disconnect the telephone line for the modem from the wall outlet. Insert the line splitter into the wall outlet. Connect the telephone line for the modem to one of the connectors on the line splitter.

  • Page 69: Creating A Dial-Up Networking Connection On Windows Nt 4.0

    Modem Access In the Advanced options box, select the Log on to network option: In the Advanced options box, clear the following options: Enable software compression Require encrypted password Require data encryption Record a log file for this connection In the Allowed network protocols box, select the TCP/IP option. In the Allowed network protocols box, clear the following options: NetBEUI IPX/SPC Compatible...

  • Page 70: Configuring The Dial-Up Networking Tcp/Ip Parameters On Windows Nt 4.0

    Modem Access Configuring the Dial-Up Networking TCP/IP parameters on Windows NT 4.0 Click the Configure button. Click the Initial speed drop list and then click 115200. Select the Enable hardware flow control option. Clear the following options: Enable modem error control Enable modem compression Click the OK button.

  • Page 71: Creating A Dial-Up Networking Connection On Windows 2000 Or Windows Xp

    Modem Access Creating a Dial-Up Networking connection on Windows 2000 or Windows XP Click the Start button and then click Programs. Click Accessories and then click Communications. Click Network and Dial-Up Connections. The Network and Dial-Up Connections dialog box appears. Double click the Make new Connection icon.

  • Page 72: Installing The Nortel Networks Modem Configuration Utility

    Each time that you run this application you will need to reboot your PC for the changes to take effect. To install the Nortel Networks Modem Configuration Utility: Load the CallPilot CD in the CD-ROM drive of your computer.

  • Page 73: Enabling The Callpilot Modem

    Modem Access Enabling the CallPilot modem You must enable the CallPilot modem before you access the system using the modem. Enabling Modem access using CallPilot Manager Log on to CallPilot Manager. Click the Configuration heading. Click the Access Passwords link. Enter a password in the Modem Access box.

  • Page 74: Changing The Modem Access Password Using A Telephone

    Modem Access Changing the modem access password using a telephone Follow this procedure to change the Modem access password using a telephone. 1. Press ≤·°‹ 2. Enter the system administration mailbox number and Log: password. QUIT RETRY OK 3. Press › . Admin MBOX OTHR...

  • Page 75: Connecting To The Callpilot System

    The CallPilot modem requires a special configuration for access. This requirement helps prevent unauthorized access to the CallPilot system. To configure your modem: Open the folder that contains the Nortel Networks Modem Configuration Utility. (CPsecureModem.exe). Double click CPsecureModem.exe. The Modem Configuration Utility opens. The current setting of the Modem appears at the bottom of the dialog window.
  • Page 76 Modem Access Click the Dial button. The Operator-Assisted or Manual Dial dialog box appears. Use the telephone connected to your computer modem to dial the CallPilot system you want to access. You must be answered by the CallPilot voicemail. When voicemail answers, log into the administrators mailbox using the Modem Access password.

  • Page 77: Configuring Your Modem For Normal Modem Connections

    This requires a reboot of your Configuring your modem for normal modem connections To configure your modem for normal connections: Open the folder that contains the Nortel Networks Modem Configuration Utility (CPsecureModem.exe). Double click CPsecureModem.exe.
  • Page 78 Modem Access P0604218 02...

  • Page 79: Norstar Directory Numbers

    Appendix B Norstar Directory Numbers Norstar is a digital system, capable of carrying two simultaneous voice conversations over a single station port. These two voice channels are referred to as the B1 and B2 channels. There are times when you will want to monitor each of the B1 and B2 channels that CallPilot 100/150 uses. You can do this by programming a Norstar telephone with Autodial keys for the B1 and B2 extension numbers.

  • Page 80: Programming Callpilot 100/150 Dns To Memory Buttons

    Norstar Directory Numbers Table 13 Modular ICS 6-port cartridge DNs Station ports B1 DNs B2 DNs Module number 101 - 132 221 - 252 349 - 380 KSU #1 301 - 316 253 - 268 381 - 396 TM #3 401 - 416 269 - 284 397 - 412...

  • Page 81: Glossary

    Glossary Administration The tasks involved in maintaining Mailboxes, Greetings, Skillsets, Agents and System configuration. Agent An agent is a person who is assigned to answer calls for one or more Skillsets in a Call Center. Alarms Messages sent by CallPilot indicating that something requires the system administrator’s attention.
  • Page 82 A feature on central office lines that notifies the Norstar KSU when the party on the other end of the line hangs up. Display A one or two-line screen on a Nortel Networks telephone that shows CallPilot commands and options. Display buttons The three buttons that appear on a Norstar two-line display.
  • Page 83 Glossary Flash Memory Memory that stores data even when CallPilot 100/150 is restarted or disconnected from the power supply. Flash memory contains instructions that CallPilot 100/150 needs to operate. The instructions stored in flash memory cannot be changed and are used by the CallPilot 100/150 each time it is turned on or restarted.
  • Page 84 Glossary P0604218 02...
  • Page 85 Glossary System administrator The person who is responsible for setting up and configuring CallPilot . TCM port Time Compression Multiplexing port. This is the type of port that you use to connect the CallPilot 100/150 to the Norstar KSU. Tone dial telephone A push button telephone that emits DTMF tones.
  • Page 86 Glossary P0604218 02...
  • Page 87 Index Custom Call Routing 17 Active agents, maximum 17 Attendant DN 36 Default Gateway 36 Auto-Attendant 17 Determining Feature Codes 38 DNS server 22, 35 B1 and B2 directory numbers 79 Back up, CallPilot information 51 Electrical checklist 21 Backup and Restore Utility, installing 51 EMC requirements 31 Base Application 36 Environmental checklist 21...
  • Page 88 Index Port A pinout 24 Port B pinout 24 LAN, requirement for 22 Ports Language Configuration Utility 43 connecting to 24 Languages, changing 43 location 19 LEDs 26 TCM pinouts 24 error messages 66 Power connector, location 19 Log files 55 Power requirements 20 Power-on diagnostics failure 63 Primary DNS 35...
  • Page 89 Index TCM ports location 19 pinouts 24 Temperature requirements 21 Terminal requirements 31 using to change IP address 32 Text conventions 11 To Extension 37 To Line 36 Troubleshooting 64 CallPilot does not reboot 65 Feature Codes 64 LEDs 66 power-on diagnostics fail 63 RS-232 61 Terminal 61...
  • Page 90 Index P0604218 02...

This manual is also suitable for:

Callpilot 100

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