Callpilot Options; Message Networking; Call Center; Desktop Messaging - Nortel CallPilot 100 Administration Manual

10 Chapter 1 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 about Call Center refer to the
Nortel Call Center Set Up and Operation Guide.
For CallPilot 100/150, you can choose 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.
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