Nortel CallPilot 150 Administration Manual
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Nortel CallPilot 150 Administration Manual

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See also: User Manual , Installation and Maintenance Manual
Part No. P0919416 03
CallPilot 150
Telephone Administration
Guide

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Summary of Contents for Nortel CallPilot 150

  • Page 1 Part No. P0919416 03 CallPilot 150 Telephone Administration Guide...
  • Page 2 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.

  • Page 3: Table Of Contents

    Initializing a mailbox ........... 24 CallPilot 150 Telephone Administration Guide...
  • Page 4 Contents Chapter 4 Working with mailboxes ........25 Adding a Subscriber mailbox .
  • Page 5 Setting the Automated Attendant status ....... . 96 CallPilot 150 Telephone Administration Guide...
  • Page 6 Contents CallPilot default system options ......... . 97 Language availability .

  • Page 7: Getting Started With Callpilot

    Company Directory. Custom Call Routing (CCR) Enhances the Automated Attendant menu with customized menus and information messages. With CCR you can determine the menu options and record the voice prompts that guide callers along call paths. CallPilot 150 Telephone Administration Guide...

  • Page 8: Callpilot Options

    For information about 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.

  • Page 9: How To Get Help

    00800 800 89009 or 33 4 9296 1341 Fax: 33 49296 1598 email: emeahelp@nortelnetworks.com 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 CallPilot 150 Telephone Administration Guide...
  • Page 10 Chapter 1 Getting started with CallPilot P0919416 03...

  • Page 11: Using Callpilot

    While you program CallPilot, at any time, you can press • to go back to the previous selections. An example of a two line display Display command line Pswd: Display button options OTHR RETRY Display buttons CallPilot 150 Telephone Administration Guide...

  • Page 12: Using The Dialpad

    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. press the dialpad button that represents the letter or number. Press the To enter a character button again to see the next letter or number.

  • Page 13: Symbols And Conventions Used In This Guide

    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. M7100, M7208, M7310, M7100N, M7208N,...
  • Page 14 Chapter 2 Using CallPilot P0919416 03...

  • Page 15: 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”...

  • Page 16: General Delivery Mailbox

    Chapter 3 CallPilot mailboxes General Delivery Mailbox The General Delivery Mailbox is your company mailbox. It is created automatically when the system is initialized for the first time. The General Delivery Mailbox stores messages from callers when the Operator is not available, from callers who use a rotary dial telephone, and when a mailbox is full.

  • Page 17: Guest Mailboxes

    “Good Morning. This is On Your Toes Dance School. To reach the dance studio, press ›fl. To register for our fall classes, press ¤°. To reach our receptionist, press ‚.” 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...

  • Page 18: Information Mailboxes

    Chapter 3 CallPilot mailboxes Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the extensions. If you must use the same leading digit, ensure the Guest mailbox numbers are “out-of-range” extension numbers. To test if an extension is out-of-range, dial it from another extension.

  • Page 19: Mailbox Class Of Service

    The recorded message is placed in the subscriber’s mailbox. The user interface used for the mailbox. There are two mailbox UI choices: Norstar User Interface Voice Mail (NVM) and CallPilot (CP). CallPilot 150 Telephone Administration Guide...

  • Page 20: Class Of Service Values

    Chapter 3 CallPilot mailboxes Class of Service values Class of Service Prompt language Mailbox message time (in minutes) Message length (in minutes) Message retention period (in days) Greeting length (in minutes) Off-premise Message Notification Retry intervals (in minutes) Number of attempts Outbound Transfer Incorrect pswd attempts Password expiry (in days)

  • Page 21: Mailbox Properties

    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...
  • Page 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 If you set the Outdial route to anything but None, there is a potential for unauthorized long-distance dialing.

  • Page 23: Restricting Outdialing

    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: •...

  • Page 24: Initializing A Mailbox

    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 from four to eight digits long that does not start with zero •...

  • Page 25: Working With Mailboxes

    10 Press YES if you want the Subscriber to have Message Waiting Notification. Outdial: <none> 11 Press NEXT if you do not want to assign outdialing and go to step 15 CHNG NEXT press CHNG. CallPilot 150 Telephone Administration Guide...
  • Page 26 Chapter 4 Working with mailboxes Outdial: <line> 12 Press NEXT if you want to use a line CHNG NEXT press CHNG if you want to use a line within a line pool. xxxx: 13 Enter the Line or Pool number and press OK. RETRY Line numbers must be between 1 and 500.

  • Page 27: Adding A Guest Mailbox

    Press YES if you want to include the mailbox owner’s name in the Company Directory. Msg waiting? 10 Press NO. 11 Press •. Outdial:<none> CHNG NEXT Mailbox Admin 12 To add another Guest Mailbox, repeat steps 3 through 11 CHNG press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 28: Adding An Information Mailbox

    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 maximum message length. To accommodate an average Information Mailbox recorded message, assign a Class of Service of either 7 or 8.

  • Page 29: Adding Many Mailboxes

    Chapter 4 Working with mailboxes 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 define.
  • Page 30 Chapter 4 Working with mailboxes Service class: Enter a Class of Service from 1 to 16. RETRY Outdial: <none> Press NEXT if you do not want to assign outdialing and go to step 11 CHNG NEXT press CHNG. Outdial: <line> Press NEXT if you want to use a line CHNG NEXT...

  • Page 31: About Mailbox Passwords

    Warning: Set the Class of Service for password expiry to a low value so that mailbox 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...

  • Page 32: Changing A Mailbox

    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 •...
  • Page 33 NEXT and go to step 27. Outdial: <xxxx> 19 Press NEXT if you want to use the outdial method shown on the CHNG NEXT display press CHNG if you want choose another outdial method. CallPilot 150 Telephone Administration Guide...
  • Page 34 Chapter 4 Working with mailboxes xxxx: 20 Enter the Line or Pool number and press OK. RETRY 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.

  • Page 35: Deleting A Mailbox

    DIR to use the Company Directory. <Mbox ow ner name> Press DEL. QUIT Mailbox deleted This display appears briefly. Mailbox Admin Press DEL to delete additional mailboxes CHNG press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 36: About Group Lists

    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: •...

  • Page 37: Adding A Group List

    10 Press ADD. RETRY Member added 11 This display appears briefly. Mbox: 12 To add additional mailboxes to the Group List, repeat steps 10 QUIT through 12 Press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 38: Changing A Group List

    Chapter 4 Working with mailboxes Changing a Group List At any time you can: • change a Group List display name • add, delete or view Group List members You cannot change a Group List number. To change a Group List number, you must delete the Group List and add new member mailbox numbers as a new Group List.
  • Page 39 13 Enter the number of the mailbox you want to add or delete. QUIT GList members 14 After you make the changes you want to the make to the Group List, VIEW press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 40: Deleting A Group List

    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.

  • Page 41: Setting Up The Automated Attendant

    “Planning and designing a CCR Tree” on page 58 information on creating a CCR menu. Automated Attendant answering overview Incoming call Automated Attendant Receptionist answers answers Company Greeting plays Custom Call Routing Automated Attendant Home Menu plays Menu plays CallPilot 150 Telephone Administration Guide...

  • Page 42: Greeting Tables

    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.

  • Page 43: About Company Greetings

    “Changing a mailbox” on page 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...

  • Page 44: Recording A Greeting

    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 Press ≤·°‹. Log: QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK.

  • Page 45: Setting Up A Greeting Table

    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...
  • Page 46 Chapter 5 Setting up the Automated Attendant To set up a Greeting Table Press ≤·°‹. Log: QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK. Admin Press AA. MBOX OTHR Auto Atdt Admin Press TABLE. GRTG TABLE LINES Grtg table:...
  • Page 47 28 Press NEXT. CHNG NEXT Mo eve:<06:00>pm 29 Press CHNG. CHNG NEXT Enter hhmm:<0601> 30 Enter the Monday Evening start time and RETRY press AM or PM. 31 Press NEXT. Mo eve: <0601>pm CHNG NEXT CallPilot 150 Telephone Administration Guide...
  • Page 48 Chapter 5 Setting up the Automated Attendant Mo nonb: <600> pm 32 Press CHNG. CHNG NEXT Enter hhmm:<0901> 33 Enter the Non-business start time and press AM or PM. RETRY Mo nonb: <09:01> pm 34 Press DAY. CHNG NEXT Tu morn:<12:00am 35 Repeat steps 23 through 34 for each day of the week.

  • Page 49: Configuring Line Answering

    Enter a Greeting Table number from 1 to 4 and press OK. RETRY Line:1 Table:1 If you want to continue adding lines, press NEXT and repeat steps 5 CHNG RINGS NEXT to 9 press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 50: Changing Line Configuration

    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 Press ≤·°‹. Log: QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK.

  • Page 51: Assigning The Number Of Rings Before Callpilot Answers

    CHNG NEXT 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...

  • Page 52: Setting Up Touchtone Gate

    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 standard voice prompt play or you can record your own custom prompt. If you choose the standard prompt, the following prompt plays after your company greeting: “If you are calling from a tone dial telephone, please press ⁄...
  • Page 53 11. Greeting: Enter the custom voice prompt Greeting number and press OK. RETRY TT Greeting: x Press OK to accept the new Greeting number. RETRY 10 Press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 54: About The Clid Routing Table

    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 Table, 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.
  • Page 55 Enter the CCR Tree number from 1 to 8 • Press OK Repeat steps 3 through 5 for each phone number you want to route. Press ® to end the session. Call id table CHNG QUIT CallPilot 150 Telephone Administration Guide...
  • Page 56 Chapter 5 Setting up the Automated Attendant To change or delete a phone number in the CLID Routing Table Press ≤·°‹. Log: QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK. Enter ⁄⁄. Admin MBOX OTHR Call id table Press CHNG.

  • Page 57: Custom Call Routing

    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...

  • Page 58: Planning And Designing A Ccr Tree

    Chapter 6 Custom Call Routing Planning and designing a CCR Tree To plan and design a CCR Tree you: • determine the frequently-called departments and extensions that you can include in a CCR Tree • make a list of the goods and services you want to mention in Information messages •...

  • Page 59: Information Messages

    Home node a caller can press ‹to reach the Sales department and hear the sub-menu options: To place an order press ⁄. To add your name to our mailing list, press ¤. To speak with a Customer Service Representative press ‹. To speak with the receptionist press ‚. CallPilot 150 Telephone Administration Guide...

  • Page 60: Mailbox Nodes

    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.

  • Page 61: An Example Of A Ccr Tree

    Transfers the call to Leave your contact Ideal Office the order desk. Our weekly the order desk. information and a Machines is having specials are... sales person will a sales contest... contact you. Destination: Destination: DISC PREV CallPilot 150 Telephone Administration Guide...

  • Page 62: P0919416

    Chapter 6 Custom Call Routing P0919416 03...

  • Page 63: Working With Ccr Trees

    — Menu sub-nodes — Information nodes — Mailbox nodes — Transfer nodes Assign the CCR Tree to a Greeting Table. You can assign a CCR Tree for each time of day. Test the CCR Tree CallPilot 150 Telephone Administration Guide...

  • Page 64: Creating A Home Node

    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.

  • Page 65: Adding Nodes To The Home Node

    ‹. To speak with our attendant press ‚. Callers can press ⁄ to hear more options, such as: To hear our weekly specials press ⁄. To speak with the Order Desk press ¤. CallPilot 150 Telephone Administration Guide...

  • Page 66: Adding A Menu Node

    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 Press ≤·°‹.
  • Page 67 RETRY Tree: x 15 Press SAVE. SAVE PRINT QUIT Save as tree x 16 Press YES. OTHR QUIT Tree saved 17 This display appears briefly. 18 Press ® to end the session. CCR Admin ADMIN CallPilot 150 Telephone Administration Guide...

  • Page 68: Adding An Information Node

    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 as specials, company events, business hours or price lists.
  • Page 69 14 Press END. RETRY Tree: x 15 Press SAVE. SAVE QUIT Save as tree x 16 Press YES. OTHR QUIT Tree saved 17 This display appears briefly. 18 Press ® to end the session. CCR Admin ADMIN CallPilot 150 Telephone Administration Guide...

  • Page 70: Adding A Mailbox Node

    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 it a Path number and assigning a mailbox number.
  • Page 71 12 Press END. RETRY Tree: x 13 Press SAVE. SAVE QUIT Save as tree x 14 Press YES. OTHR QUIT Tree saved 15 This display appears briefly. 16 Press ® to end the session. CCR Admin ADMIN CallPilot 150 Telephone Administration Guide...

  • Page 72: Adding A Transfer Node

    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. To add a Transfer to an internal extension Press ≤·°‹.

  • Page 73: About Transfers To External Numbers

    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. CallPilot 150 Telephone Administration Guide...
  • Page 74 Chapter 7 Working with CCR Trees Press OTHR. MENU INFO OTHR Press XFER. XFER LVMSG OTHR Transfer 10 Press EXT. Outdial: <line> 11 Press NEXT if you want to use a line as the outdialing method CHNG NEXT press CHNG if you want to select a line within a line pool. Press CHNG again if you want to select a route.

  • Page 75: Adding Special Characters To An External Transfer Number

    #. fl to enter a OTHR * to recognize dial tone (behind PBX). The Recognize Dial Tone special character OTHR TONE then appears as on the display. • to cancel and retry. CallPilot 150 Telephone Administration Guide...

  • Page 76: Assigning A Ccr Tree To A Greeting Table

    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”...

  • Page 77: Testing A Ccr Tree

    Press CHNG if you want to disable the morning CCR Tree CHNG NEXT press NEXT until the CCR Tree you want to disable is displayed. Morn CCR tree: Press DISABLE. DISABLE Tree disabl ed This display appears briefly. Press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 78: Deleting A Ccr Tree

    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 To delete a Tree Press ≤·°‹. Log: QUIT RETRY...

  • Page 79: Changing A Ccr Tree Message

    RETRY Tree: x 14 Press SAVE. SAVE PRINT QUIT Save as tree x 15 Press YES. OTHR QUIT Tree saved 16 This display appears briefly. 17 Press ® to end the session. CCR Admin ADMIN CallPilot 150 Telephone Administration Guide...

  • Page 80: Changing A Mailbox Node

    Chapter 7 Working with CCR Trees Changing a Mailbox node To change a Mailbox node Press ≤·°‹. Log: QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK. Admin Press OTHR. MBOX OTHR Admin Press CCR. GLIST CCR Admin Press ADMIN.

  • Page 81: Changing A Destination Type

    HOME to return the caller to the Home node press DISC to disconnect the call. Dest: xxxx 12 Press OK. CHNG Path: 13 Press END. RETRY Tree: x 14 Press SAVE. SAVE QUIT Save as tree x 15 Press YES. OTHR QUIT CallPilot 150 Telephone Administration Guide...

  • Page 82: Changing A Transfer Node

    Chapter 7 Working with CCR Trees Tree saved 16 This display appears briefly. 17 Press ® to end the session. CCR Admin ADMIN Changing a Transfer node To change a Transfer node Press ≤·°‹. Log: QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK.

  • Page 83: Deleting A Path

    Path erased 10 This display appears briefly. Path: 11 Press END. RETRY Tree: x 12 Press SAVE. SAVE QUIT 13 Press YES. Save as tree x OTHR QUIT Tree saved 14 This display appears briefly. CallPilot 150 Telephone Administration Guide...
  • Page 84 Chapter 7 Working with CCR Trees 15 Press ® to end the session. CCR Admin ADMIN P0919416 03...

  • Page 85: Broadcast And Information Messages

    0 new 0 saved Enter the Broadcast message address. PLAY ADMIN · is the default Broadcast message address. Record message: At the tone, record your Broadcast message and RETRY PAUSE press OK to end your recording. CallPilot 150 Telephone Administration Guide...
  • Page 86 Chapter 8 Broadcast and Information messages Accept rec? Press PLAY to listen to your Broadcast message before sending it RETRY PLAY press OK to accept your recording to press RETRY to re-record your Broadcast message. Your message is delivered to all initialized mailboxes press ®...

  • Page 87: Information Mailbox Messages

    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...

  • Page 88: Recording An Information Mailbox Message

    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.

  • Page 89: Callpilot Operations

    To keep your system secure, keep this password secret. Reset database? Press YES. Resetting... As CallPilot resets the display shows: Resetting … 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...

  • Page 90: Initializing Callpilot

    Chapter 9 CallPilot operations Initializing CallPilot You must initialize CallPilot immediately after you reset the system. To initialize CallPilot Press ≤·°‹. Enter ¤flfl‹›› (Config) and press OK. Log: QUIT RETRY App: Voicemail Press NEXT. CHNG NEXT Bilingual? Press YES or NO. If you do not choose bilingual operation, step 5 does not appear.

  • Page 91: Resetting The System Administrator Password

    Administrator password, you must log on and change the password immediately to prevent a security breach. To reset the System Administrator password Press ≤·°fi. Press ·. Set: xxxx NEXT Press ‡‹‡‹°‡fl‡‡·‹ (Resetsmpswd) Pswd: RETRY and press OK or £. Press YES or £. Reset Password: CallPilot 150 Telephone Administration Guide...

  • Page 92: Operator Settings

    Chapter 9 CallPilot operations Operator settings With the Operator settings you can: • set the Operator status to On or Off • change the Operator password • reset the Operator password • set the Business Status • assign CallPilot Line answering •...

  • Page 93: Changing The Operator Password

    You can reset the Operator password if it is forgotten. Resetting the Operator password Operator password to the default of fl‡‹‡¤°fl‡ (Operator) resets the Press ≤·°fi. Press ‡. Set: xxxx NEXT Press ‡‹‡‹°fl‡‹‡‡‡·‹ (Resetoperpswd) Pswd: RETRY and press OK or £. Press YES or £. Reset Password: CallPilot 150 Telephone Administration Guide...

  • Page 94: Changing The Operator Default Extension

    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.

  • Page 95: Changing Greetings Or The Business Status From A Remote Telephone

    Answer lines? N Press CHNG. CHNG NEXT If you set Answer Lines to N the display shows:Disabling... If you set Answer Lines is set to Y the display shows: Enabling... Press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 96: Setting The Automated Attendant Status

    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 Automated Attendant gives callers a list of options such as entering a mailbox number, accessing the Company Directory or reaching the Operator.

  • Page 97: Callpilot Default System Options

    Press NEXT if you want to change the primary language. CHNG NEXT Prim lang: NAEng Press CHNG to toggle the primary language choices. CHNG NEXT In this example, North American English is the primary language. Prim lang: NAEng Press NEXT. CHNG NEXT CallPilot 150 Telephone Administration Guide...

  • Page 98: Group List Leading Digit

    Chapter 9 CallPilot operations Sec lang: NASpa Press CHNG to toggle the secondary language choices. CHNG NEXT In this example, North American Spanish is the secondary language. 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.

  • Page 99: Voicemail

    OK. Press ›. Admin MBOX OTHR This option does not appear as a display button option. Voice Mail:Y Press CHNG to toggle between Y and N. CHNG NEXT Press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 100: Company Directory

    Chapter 9 CallPilot operations Company Directory The Company Directory is an internal voice and text list of the names of mailbox owners with initialized mailboxes who are included in the directory. Callers can use the Company Directory to search for mailboxes by a recorded or a text name. The Company Directory is enabled by default. You can set whether callers can search the Company Directory by first name, last name or first and last names.

  • Page 101: Outdialing

    Num of chans: 1 Press CHNG. CHNG Num of chans: Enter the number of channels, between 1 and 4, that you want to RETRY use for outdialing and press OK. Press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 102: General Delivery Mailbox

    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: • employees who do not have their own mailbox • external callers using a a rotary dial telephone The General Delivery Mailbox is enabled by default.

  • Page 103: Enabling A Software Authorization Code

    Enter the last eight numbers of the software authorization code and RETRY then press OK. <option name> Press ACCEPT to enable the keycode. ACCEPT QUIT Enabled The display shows that the software authorization code is enabled. CallPilot 150 Telephone Administration Guide...

  • Page 104: External Mailbox Initialization

    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 with 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.

  • Page 105: Dialing Translation

    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...

  • Page 106: Examples Of Dialing Translation Tables

    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.
  • Page 107 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...

  • Page 108: Setting Dialing Translation Properties

    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 Press ≤·°‹.

  • Page 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.

  • Page 110: Reviewing Entries In The Dialing Translation Table

    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 Press ≤·°‹. Log: QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK.

  • Page 111: Changing A Dialing Translation Table Entry

    Out: Enter a new output value up to 15 digits. RETRY Out: xxx Press OK to accept the output value RETRY press RETRY to enter a new output value. Press ® to end the session. CallPilot 150 Telephone Administration Guide...

  • Page 112: Deleting A Dialing Translation Table Entry

    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.

  • Page 113: Troubleshooting Callpilot

    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 CallPilot 150 Telephone Administration Guide...
  • Page 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 , it is Forward denied 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.
  • Page 115 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.
  • Page 116 Chapter 11 Troubleshooting CallPilot Incomplete messages are received in a mailbox, or “message delivered” plays while recording a message or a CallPilot session ends unexpectedly These situations can be caused by a problem called Talk Off. Talk Off occurs if CallPilot interprets certain voice patterns as Dual Tone Multi Frequency (DTMF) dialing tones.

  • Page 117: Callpilot Error Messages

    Appears if you enter an incorrect Class of Service while you are adding or Invalid class changing a mailbox Class of Service. Appears if you enter an incorrect extension. You can check the extension number Invalid ext length or use the Company Directory. CallPilot 150 Telephone Administration Guide...
  • Page 118 Chapter 11 Troubleshooting CallPilot Message Meaning Appears if you enter an incorrect Group List number when you change or delete a Invalid glist Group List number. Appears if you enter an incorrect Greeting Number. Greeting Numbers must be a Invalid greeting number from 1 to 40.
  • Page 119 No party connect Appears if the first message in a mailbox is playing, you enter the command to No previous msgs play the previous message. Appears if the maximum number of users are accessing CallPilot. Vm busy CallPilot 150 Telephone Administration Guide...
  • Page 120 Chapter 11 Troubleshooting CallPilot Message Meaning Appears if: Not allowed • a subscriber is not allowed access to a feature or Feature Code • a subscriber tries to access the Configuration or Operator Status feature codes • the message recorded has too many Forwards and Replies •...

  • Page 121: Callpilot Configuration Tips

    CFAC or CFNA to CallPilot, all incoming calls go to the mailbox of the call forwarded telephone. If two or more of these telephones are CFAC to CallPilot, all calls go to the mailbox of the telephone that is connected to the lowest numbered station port on the system. CallPilot 150 Telephone Administration Guide...

  • Page 122: Using Call Forward All Calls (Cfac) And Call Forward No Answer (Cfna)

    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.

  • Page 123: How To Set Up Callpilot For Different Businesses

    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...
  • Page 124 Chapter 12 CallPilot configuration tips Greeting Table 1 for On Your Toes “Good morning. You have reached On Your Toes Dance Studio. The studio Greeting 1 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.

  • Page 125: Callpilot For A Medium Business

    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...
  • Page 126 Chapter 12 CallPilot configuration tips Greeting Table 1 for Bridge Stone Engineering “Good morning. You have reached Bridge Stone Engineering.” Greeting 1 The CCR Home Menu plays after the greeting. You can make Company Greetings up to five minutes long. “Good afternoon.
  • Page 127 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 to speak with the receptionist. The receptionist’s phone is CFNA to CallPilot. CallPilot 150 Telephone Administration Guide...

  • Page 128: Feature Compatibility

    Chapter 12 CallPilot configuration tips Feature Compatibility This section describes how system features interact with CallPilot. ATA 2 and ASM One or more analog single-line sets can be connected to telephone system using an Analog Terminal Adapter or an Analog Station Module. This type of set works with DTMF tones to allow access to CallPilot options through the dialpad only.
  • Page 129 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.
  • Page 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. Lines If a line programmed to be answered by the Automated Attendant appears on a set, it rings when CallPilot transfers the call.
  • Page 131 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...
  • Page 132 Chapter 12 CallPilot configuration tips P0919416 03...

  • Page 133: Default Configuration Values

    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...
  • Page 134 901 - 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 1 to 2 Number of voice channels Message storage 16 hours Value Response time at the Home Menu 2.5 seconds...
  • Page 135 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...
  • Page 136 Chapter 13 Default configuration values P0919416 03...

  • Page 137: Glossary

    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...
  • Page 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. See Custom Call Routing. Channel configuration The number of channels on the CallPilot unit that are designated for outdialing. Class of Service A Class of Service defines the values for the special features of a Mailbox.
  • Page 139 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.
  • Page 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.
  • Page 141 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...
  • Page 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.
  • Page 143 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...
  • Page 144 Glossary P0919416 03...

  • Page 145: Index

    CallPilot Feature Compatibility Target Attendant 19 ATA 2 and ASM 128 User Interface 19 Autodial 128 Company Directory Camp On 128 recording name in 24 Delayed Ring Transfer (DRT) 129 troubleshooting 115 Disconnect Supervision 129 CallPilot 150 Telephone Administration Guide...

  • Page 146: P0919416

    Index Conventions, guide 13 Display 13 button options 13 log prompt 114 buttons 13 two line 11 command line 13 Display telephone Custom Call Routing (CCR) 7, 82 entering characters 12 assign CLID number 77 Do Not Disturb (DND) changing CCR 77 CallPilot Feature Compatibility 129 deleting a Tree 83 Destination Types 81...
  • Page 147 Express Messaging Line 22 number of attempts 19 General Delivery 16, 102 retry intervals 19 Guest 27 troubleshooting 114 Information 28 Operator initializing 24 password, resetting 93 Message length 19 Operator password Message Waiting Notification 21 change 93 CallPilot 150 Telephone Administration Guide...
  • Page 148 Index Operator Status 92 Properties default extension 94 mailbox 21 setting 92 Outbound Transfer and outdial method 21 Recording Class of Service default setting 20 Company Greetings 43 in Class of Service 19 Reply Feature troubleshooting 114 troubleshooting 114 Outdial route Resetting mailbox 21 CallPilot 89...
  • Page 149 115 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 User interface in Class of Service 19 CallPilot 150 Telephone Administration Guide...

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