Nortel CallPilot 100 User Manual
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Nortel CallPilot 100 User Manual

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See also: Administration Manual , Installation and Maintenance Manual
Messaging
and
www.nortelnetworks.com/norstar
1-800-4NORTEL
*The Nortel Networks logo, Norstar, Business Communications Manager, Meridian and CallPilot are
trademarks of Nortel Networks. All other trademarks are the property of their owners. Information in
this document is subject to change without notice. Nortel Networks assumes no responsibility for any
errors or omissions that may appear in this document.
© 2004 Nortel Networks
Norstar
Note: This chapter was extracted from the Norstar
Handbook, Version 10.0. See the Norstar QuickStart
Sales Kit for the full handbook.

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Summary of Contents for Nortel CallPilot 100

  • Page 1 Note: This chapter was extracted from the Norstar Handbook, Version 10.0. See the Norstar QuickStart Sales Kit for the full handbook. Messaging Norstar www.nortelnetworks.com/norstar 1-800-4NORTEL *The Nortel Networks logo, Norstar, Business Communications Manager, Meridian and CallPilot are trademarks of Nortel Networks. All other trademarks are the property of their owners. Information in this document is subject to change without notice.
  • Page 2 CallPilot 150 – is the main offering in the Norstar messaging portfolio and delivers scalable, advanced messaging to growing small and mid-sized businesses with 30 to 200 users • CallPilot 100 – is a new messaging offering that targets price-sensitive small businesses and provides a feature-rich, cost-effective solution equipped with 10 mailboxes •...

  • Page 3: Chapter Overview

    Voice Mail and Attendant. No applications server at branch sites translates into huge cost savings. CallPilot 100, offers price-sensitive small businesses a cost-effective next-generation voice messaging solution. This option targets smaller businesses that have advanced application requirements but a fewer number of employees.

  • Page 4: Norstar Messaging Portfolio

    In addition to the standard telephone answering and auto attendant call routing benefits, Norstar offers some specific advantages because of the tight integration between the ICS and voicemail. When the Norstar ICS is equipped with CMS/Class network features, CallPilot 100 and CallPilot 150 provide some very powerful business tools, including: •...
  • Page 5 Norstar Messaging Intelligent Integration Competitive voicemail systems, when interfaced with Norstar ICS systems, cannot compare to the capabilities provided by the superior integration of CallPilot. These integrated capabilities are demonstrated by a simple and easy-to-use interface displayed in visual prompts on the telephone set, which guide the user to activate messaging commands and functions by using the soft keys just below the telephone LCD window.

  • Page 6: General Norstar Voice Messaging Overview

    Norstar General Norstar Voice Messaging Overview CallPilot 100 and CallPilot 150 work with the core Norstar ICS, offering a receptionist service that routes calls and provides voice message taking capability. When enabled, CallPilot’s Automated Attendant answers incoming calls and routes the calls to extensions and mailboxes within the system.

  • Page 7: About The Mailboxes

    About the Mailboxes A mailbox is a storage place for messages. CallPilot 150 can have a maximum of 300 mailboxes and CallPilot 100 can have a maximum of 40 mailboxes. There are four groups of Norstar voice messaging mailboxes, including: •...
  • Page 8 Messaging Norstar The system coordinator uses the system coordinator mailbox as a Personal Mailbox in which employees can leave messages. The system coordinator assigns Personal Mailboxes, which mailbox owners then maintain. Personal Mailboxes can be one of the following types: •...

  • Page 9: About The Home Menu

    Norstar Messaging About the Home Menu The Home Menu is the introductory voice prompt that the system administrator records. It provides a list of single-digit options to a caller. After listening to the Home Menu, a caller selects an option by pressing a number on any tone dial telephone.

  • Page 10: User Interface

    User Interface CallPilot 100 and CallPilot 150 allow users to select the type of interface they want to use when accessing their mailbox. This interface can be selected on a system-wide basis or on a per mailbox basis.
  • Page 11 CallPilot 100 addresses the price-sensitive business customer with minimal applications requirements. CallPilot 100 businesses should be those that require no more than four ports, nine hours of storage or 40 mailboxes. CallPilot 100 delivers a common user interface across multiple platforms, including Norstar, BCM and Meridian 1, thereby reducing training requirements.
  • Page 12 Messaging Norstar CallPilot 150 CallPilot 150 for Norstar is a small to medium-sized business voice messaging solution fully compatible with Compact ICS and Modular ICS Release 4.1 and greater. CallPilot 150 offers the following key features: • Systemwide choice of either Norstar or CallPilot user interface •...

  • Page 13: Callpilot Positioning

    Keycode retrieval and activation of advanced features such as Desktop Messaging and Digital Networking (VPIM). A third-party Web server software resides on the CallPilot 100/150 platform, enabling simple and easy access to system administration through any Web browser. Access to system programming is as easy as making a dialup Internet connection and accessing the remote CallPilot system’s IP...
  • Page 14 Norstar Keycode Retrieval System (KRS) Each CallPilot 100/150 ships with a unique system ID which is then matched to the authorization code of the purchased upgrade option. When the customer enters these two codes into the Keycode Retrieval System (KRS), the applicable keycode is generated to enable the purchased option. The ability to generate keycodes through the KRS ensures immediate access without the need to place calls to Nortel Networks support.

  • Page 15: Callpilot Manager

    Norstar Messaging CallPilot Manager CallPilot Manager is a Web-based application for the set up and administration of CallPilot. System administrators can also perform administration through a T7316E telephone set. Administrators can initialize CallPilot using either CallPilot Manager or a two-line display telephone. CallPilot Manager comes enabled on the CallPilot platform.

  • Page 16: Starting Callpilot Manager

    Messaging Norstar Starting CallPilot Manager 1. Point the Web browser to http://<IP address>:6800/CallPilot Manager where <IP address> is the IP address of CallPilot. 2. The Administration Login screen appears. Enter the password in the Password box. 3. Click the Submit button. The CallPilot Manager Main Menu appears. Figure 2 CallPilot Manager Main Menu...

  • Page 17: Callpilot Manager Benefits

    Norstar Messaging CallPilot Manager Benefits CallPilot Manager provides the following benefits: • Remote access to one or more CallPilot systems from a central point • Can be accessed from any PC with a Web browser • Online help with keyword search •...

  • Page 18: Callpilot Reporting

    Messaging Norstar CallPilot Reporting CallPilot includes a number of reports allowing system administrators to view CallPilot programming settings, mailbox information and status and available message time. Generating a Report To generate a report: 1. Click the Report heading. 2. Click the link for the report you want to generate. The report will appear in a new window. 3.
  • Page 19 Norstar Messaging Directory Report The Directory report shows information for mailbox owners listed in the Company Directory. Table 2 Directory Report Heading Description Subscriber The mailbox owner’s name. The mailbox number. Type The type of mailbox. The extension number. Indicates whether the mailbox owner has recorded their name in the Name Recorded company directory.
  • Page 20 Messaging Norstar The mailbox can have one or more information messages, which contain an alphanumeric tag and a descriptive string. To reduce the number of report output lines, a mailbox setting or condition is only reported if it differs from the default setting or normal condition. Possible tags include: Table 4 Mailbox Information Tags...
  • Page 21 Norstar Messaging Mailbox Activity Report The Mailbox Activity report shows seven-day usage information for all Subscriber mailboxes on the system. The last full day of activity represents the starting point of this report. For example, if the full day of activity is Tuesday, the report will begin on Tuesday and goes back seven days to the previous Wednesday.
  • Page 22 Messaging Norstar The CCR Tree Usage report shows: Table 5 CCR Tree Report Heading Description The selections a caller makes to reach a node. Usually the Home node Path is 0, although callers do not need to press a key to reach the Home node. Below each day is listed how many times callers accessed the node, not including any re-prompting.
  • Page 23 Norstar Messaging The Port Usage section: • Shows the last seven days for which record collection is complete • Shows the most recent statistics in the left column • Does not include the current day. Table 6 Port Usage/Call Handling Report Information Description Shows the minimum and maximum number of ports allocated to...

  • Page 24: System Configuration Report

    Messaging Norstar System Configuration Report The System Configuration report shows how the system is configured. Table 7 System Configuration Report Heading Description Describes system-wide attributes and Auto Attendant properties such as System Options Return to AA and Touchtone Gate. Installed Voicemail Lists the optional features enabled at your site.

  • Page 25: Advanced Voice Messaging Applications

    Norstar Messaging Advanced Voice Messaging Applications AMIS Option Audio Messaging Interchange Specification (AMIS) is the voice processing industry solution for networking remote voicemail systems provided by different vendors. The AMIS option allows the messaging community at one Norstar location to send and receive messages from other messaging communities that support the AMIS protocol.

  • Page 26: Direct Addressing

    Messaging Norstar Direct Addressing Direct Addressing allows a user to send a message to any mailbox in the network by entering the parameters required by the Norstar voice messaging system to reach the destination mailbox. These parameters include the telephone number of the destination site and the destination mailbox number. Network Delivery Mailbox The Network Delivery Mailbox stores the parameters required to reach the destination mailbox, including the telephone number of the destination site, which line or pool number is used to make...

  • Page 27: Desktop Messaging Application

    The Desktop Messaging product has both a server and a client component and is supported on both CallPilot 100 and CallPilot 150. CallPilot is connected via the on-board Ethernet port to the local computer network, and the Desktop Messaging software runs on CallPilot and communicates with client software installed on each user’s PC.
  • Page 28 Messaging Norstar Desktop Messaging User Interface To access the voice mailbox, the user launches their email application and is presented with a login dialog box, and is prompted to enter their mailbox password. Upon installation of Desktop Messaging on a user’s PC, a new mailbox called “Nortel (CallPilot) Message Store” will be added to the set of mailboxes.
  • Page 29 Norstar Messaging Figure 4 CallPilot Player...
  • Page 30 Messaging Norstar Desktop Messaging Features From the desktop, the user can: • Reply or reply to all messages • Save any message • View the message envelope information • File messages • Use the Help menu and access topics on Desktop Messaging •...

  • Page 31: Vpim Option

    Norstar Messaging VPIM Option Networking would not be important if everyone worked in one building and used one system for every kind of communication. But, people work within broad groups, both inside and outside their company; thus, networking is becoming an essential technology. With digital networking technology, the sound quality of the sender’s voice is not diminished by the quality or bandwidth of the transmitting circuit as it typically is with analog networking, like Audio Messaging Interchange Specification (AMIS).

  • Page 32: Digital Networking Benefits

    Messaging Norstar Figure 5 Digital Networking Digital Networking Benefits Businesses do not want the expense of maintaining separate voice and data networks. Since voice and fax messages are sent as data files, Digital Networking will allow businesses to use their existing data networks as the transport for fax and voice messages, including their LAN/WAN environment, or even the Internet, to connect voice messaging systems.

  • Page 33: Digital Networking Description

    Digital Networking Description To digitally network between Norstar Voice Mail Systems, each system on the network must use the on-board Ethernet port. CallPilot 100 and CallPilot 150 come equipped with a 10/100 Ethernet port.

  • Page 34: Callpilot Features And Benefits

    Messaging Norstar CallPilot Features and Benefits Administration Table 8 Administration Features and Benefits Feature Description Benefits Ensures that data is Backup and Applies to all system configuration attributes, saved in the event of Restore except voicemail messages. system operational problems. When activated, seeks out all the Norstar ICS extensions that do not have mailboxes and creates mailboxes for these extensions with the...

  • Page 35: Amis Networking

    Norstar Messaging AMIS Networking Table 9 AMIS Networking Features and Benefits Feature Description Benefits Allows a user to send a message to any mailbox in the Saves time and improves Direct addressing network by entering the efficiency. parameters required by Norstar Voice Mail Means that the Network Delivery Mailbox stores the...
  • Page 36 Messaging Norstar Feature Description Benefits When Call Forwarding is enabled, forwards all incoming calls immediately to voicemail. When the mailbox owner designates that they want to see caller information Users can work uninterrupted Caller Display (Call Screening displayed at their telephone when required but still take support on Call Forward) set, the display will show the...
  • Page 37 Norstar Messaging Feature Description Benefits Lets users assign pre-recorded morning, afternoon and evening greetings to match a Improves customer service by company’s business hours. eliminating any confusion over Flexible Business Hours for Users can assign these hours of operation. Very Company Greetings greetings to a specific greeting efficient at routing internal...
  • Page 38 Messaging Norstar Feature Description Benefits Used for automatic replies to numbers collected from CMS/CLASS. Norstar Voice Saves time and improves Reply based on CLID Mail will dial CLID with efficiency. message by simply pressing the “call” soft key. Lets the system coordinator assign up to 100 unique telephone numbers to the Calling Line ID table.

  • Page 39: Desktop Messaging

    Norstar Messaging Desktop Messaging Table 11 Desktop Messaging Features and Benefits Feature Description Benefits Allows users to save, forward, Voice message manipulation reply to, delete and archive Saves time and improves (save, forward, etc.) on client voice messages using their efficiency.

  • Page 40: Group List Programming

    Messaging Norstar Feature Description Benefits Allows the local subscriber to Maximizes the use of the send voice messages to other mailboxes on the system, company locations using the compared to the network Site-based addressing site address which is usually delivery mailbox method, the same as, or similar to, the which requires a mailbox for telephone number of the...
  • Page 41 Norstar Messaging Feature Description Benefits Improves internal communications by Allows system coordinators to record a providing systemwide message and send it to every mailbox; it is Broadcast Messages messaging capabilities. played automatically, then erased as soon Every mailbox owner as the subscriber ends the session. receives the same message.
  • Page 42 Messaging Norstar Feature Description Benefits Can collect messages after hours, from rotary dial telephones or for people who don’t have a mailbox. The default status for the General Delivery Mailbox is enabled. The General Delivery Mailbox can be disabled or enabled as required by the company.
  • Page 43 Norstar Messaging Feature Description Benefits Increases a receptionist’s productivity; faster processing of calls and Name Directory or Lets callers find any system mailbox improved customer service Extension extension by spelling the user’s last name if the caller only knows the Accessibility on the dial pad.
  • Page 44 Messaging Norstar Feature Description Benefits Lets a mailbox subscriber switch between Primary and Alternate pre-recorded primary and alternate Improves flexibility. Greetings greetings. Users can move quickly through mailbox messages Lets a user revisit a previously deleted Recovering Deleted without the risk of message during a mailbox session and Messages accidentally deleting a...
  • Page 45 Norstar Messaging Miscellaneous Table 15 Miscellaneous Features and Benefits Feature Description Benefits Is particularly useful where Calling Line Identification (CLID) information is not available, or when the called party has a set without display capabilities.This feature is enabled on an individual mailbox basis from mailbox administration.
  • Page 46 Messaging Norstar Feature Description Benefits Lets users send messages to multiple recipients with one set of delivery options Saves time when sending Multiple recipients per applied to all recipients. When addressing the messages to multiple message message, the subscriber can choose to add recipients.
  • Page 47 Norstar Messaging Feature Description Benefits Lets subscribers create a message and delay delivery of that message until after a specified date and time. The message can be delayed up to the number of days specified in the message retention class of service parameter Subscribers have more Timed delivery of for a given mailbox.
  • Page 48 Messaging Norstar Reports Table 16 Reports Features and Benefits Feature Description Benefits Provides traffic statistics on the types Call Handling and Channel Lets businesses receive of calls handled, and the traffic against Usage Report call traffic information. each port used by Norstar. Provides the greeting table from which the CCR tree is currently referenced and a seven-day rolling...
  • Page 49 Norstar Messaging Security Table 17 Security Features and Benefits Feature Description Benefits Provides toll fraud protection for Centrex installations using the Centrex Transfer feature to transfer calls to other Centrex extensions. If the Centrex Transfer feature is enabled, the extension does not have to be located on the Norstar switch.
  • Page 50 Messaging Norstar Feature Description Benefits Tracks the number of incorrect login attempts since the last successful login. When the number of unsuccessful attempts exceeds a threshold, the mailbox will be “locked out” Incorrect Password Detection and cannot be opened, even Provides additional security.

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Callpilot 150

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