Nortel CallPilot 100 Administration Manual
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Nortel CallPilot 100 Administration Manual

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CallPilot
Telephone Administration
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Part No. N0025636 02
October 2005

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Summary of Contents for Nortel CallPilot 100

  • Page 1 Return to Menu Part No. N0025636 02 October 2005 CallPilot Telephone Administration Guide...
  • Page 2 Nortel Networks. Trademarks *Nortel, Nortel (Logo), the Globemark, and This is the way, This is Nortel (Design mark) are trademarks of Nortel Networks. *Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

  • Page 3: Table Of Contents

    Contents Chapter 1 Getting started with CallPilot ........9 About CallPilot .
  • Page 4 Contents Chapter 4 Working with mailboxes ........29 Adding a Subscriber mailbox .

  • Page 5: Contents

    Contents Park and Page node ..........71 An example of a CCR Tree .
  • Page 6 Contents Resetting the Operator password ........107 Changing the Operator default extension .

  • Page 7: Contents

    Contents Chapter 13 Default configuration values........149 Glossary .
  • Page 8 Contents N0025636 02...

  • Page 9: Getting Started With Callpilot

    Chapter 1 Getting started with CallPilot About CallPilot CallPilot is a versatile business communications tool that you can use to: • answer incoming calls • offer callers a selection of options to route their calls or access information • provide advanced voicemail, Auto Attendant and call handling capabilities This guide leads a System Administrator through setting up and operating CallPilot on a CallPilot 100/150 or BCM 50 system.

  • Page 10: Callpilot Options

    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.

  • Page 11: How To Get Help

    Chapter 1 Getting started with CallPilot 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 12 Chapter 1 Getting started with CallPilot N0025636 02...

  • Page 13: Using Callpilot

    Chapter 2 Using CallPilot Who can use CallPilot CallPilot can be used by outside callers and mailbox owners (subscribers) in your company. Subscribers at your office can use CallPilot from any display telephone that is connected to your telephone system. Subscribers outside your office can use CallPilot from any tone dial telephone. Incoming calls from a rotary dial telephone are transferred to your company receptionist or designated operator.

  • Page 14: 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 15: 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 Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. M7100, M7208, M7310, M7100N, M7208N,...
  • Page 16 Chapter 2 Using CallPilot N0025636 02...

  • Page 17: Callpilot 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 300 subscriber mailboxes. On CallPilot 100 you can have a maximum of 40 subscriber mailboxes. Refer to “Enabling a software authorization code”...

  • Page 18: 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 or a subscriber has not initialized their mailbox.

  • Page 19: Guest Mailboxes

    Chapter 3 CallPilot mailboxes Guest mailboxes Create Guest mailboxes for people who do not have an operating extension but require a mailbox. A Guest mailbox must be initialized by the mailbox owner before it can receive messages. When you create Guest mailboxes, assign mailbox numbers that begin with the same digit. This identifies the mailbox type.

  • Page 20: 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 21: Mailbox Class Of Service

    Chapter 3 CallPilot mailboxes Mailbox Class of Service Class of Service (COS) values reduce the amount of programming you do when you add a mailbox. Instead of entering values for several features, you can select the COS appropriate for a mailbox.

  • Page 22: 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 23: Mailbox Options

    Chapter 3 CallPilot mailboxes Note: Mailbox Message Time includes Greeting Length Mailbox options Apart from mailbox Class of Service settings, you can change these mailbox options: • Company Directory • Message Waiting Notification • Outdial route • Alternate extensions • Express Messaging Line •...
  • Page 24 Chapter 3 CallPilot mailboxes The default for Outdial route is None. The values available are None, Line, Pool or Route. Until you assign a line or line pool as the Outdial route for a mailbox, the mailbox owner can use the Reply feature to reply to calls from internal extensions only, Off-premise Message Notification for internal extensions only and Outbound Transfer for internal extensions only.

  • Page 25: Call Screening

    Chapter 3 CallPilot mailboxes The line used for Express Messaging must be between 1 and 500. Give the corresponding seven digit phone number associated with the line you assign as the Express Messaging Line to the subscriber. For example, if line 20 is the Express Messaging Line and the corresponding phone number is 555-2424, give this phone number to the subscriber.

  • Page 26: Restricting Outdialing

    Refer to the Norstar System Coordinator Guide or your System Coordinator. Restricting outdialing You can apply dialing restrictions to Nortel Business Series Terminals and the extensions connected to CallPilot 100/150. To restrict outdialing Do one of the following: •...

  • Page 27: 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 28 Chapter 3 CallPilot mailboxes N0025636 02...

  • Page 29: Working With Mailboxes

    Chapter 4 Working with mailboxes Adding a Subscriber mailbox Assign all Subscriber mailboxes mailbox numbers that begin with the same digit. This helps you to identify the mailbox type. If the system times out before you enter all the values for a mailbox, use the procedures in “Changing a mailbox”...
  • Page 30 Chapter 4 Working with mailboxes Outdial: <none> 11 Press NEXT if you do not want to assign outdialing and go to step 15 CHNG NEXT press CHNG. 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 or a route.
  • Page 31 Chapter 4 Working with mailboxes Xfers:blind 24 Press NEXT CHNG NEXT press CHNG if you want to enable Call Screening. Page type: none 25 Press NEXT to accept the default page type of none, CHNG NEXT press CHNG to choose how you want calls to be paged: in the internal zone (SETS), overhead paging (SPKR), or BOTH.

  • Page 32: Adding A Guest Mailbox

    Chapter 4 Working with mailboxes Adding a Guest mailbox Assign all Guest mailboxes mailbox numbers that begin with the same digit. This helps you to identify the mailbox type. To add a Guest mailbox Log: ≤ ·°‹. Press QUIT RETRY Enter the System Administrator mailbox number and password, and then press OK.
  • Page 33 Chapter 4 Working with mailboxes Zone: 1 13 Press NEXT if you want paged calls to go to Zone 1 CHNG NEXT press CHNG and enter the Zone from 1 - 6 that you want paged in or press ALL. If you chose overhead paging (SPKR) in the previous step, this step does not appear.

  • Page 34: 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 35: Adding Many Mailboxes

    Chapter 4 Working with mailboxes Adding many mailboxes You can save time by creating multiple mailboxes when you set up CallPilot 100/150 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 36 Chapter 4 Working with mailboxes From ext: Enter the extension number to start creating mailboxes from. RETRY QUIT To ext: Enter the extension number to stop creating mailboxes at. RETRY QUIT Service class: Enter a Class of Service from 1 to 16. RETRY Outdial: <none>...

  • Page 37: About Mailbox Passwords

    Chapter 4 Working with mailboxes About mailbox passwords Each mailbox is protected by a password established by the mailbox owner. When you add a mailbox to CallPilot Manager, the password 0000 is assigned. This is the default password. To use a mailbox, a mailbox owner must change the default password. The new password must be four to eight digits in length and cannot start with a zero.

  • Page 38: 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 39 Chapter 4 Working with mailboxes Ext: xx If you want to change the extension number, press CHNG CHNG NEXT press NEXT and go to step 10. Ext: xx Enter the new extension number and press NEXT. RETRY QUIT Service class:x 10 If you want to change the Class of Service, press CHNG CHNG NEXT...
  • Page 40 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 41 Chapter 4 Working with mailboxes Xfers:screened 31 Press NEXT. CHNG NEXT Page type: none 32 Press NEXT to accept the page type shown CHNG NEXT press CHNG to change how you want calls to be paged: in the internal zone (SETS), overhead paging (SPKR), or BOTH. Zone: 1 33 Press NEXT to accept the zone shown CHNG...

  • Page 42: Deleting A Mailbox

    Chapter 4 Working with mailboxes Deleting a mailbox Before you delete a mailbox, ensure the mailbox owner has listened to all their messages. When a mailbox is deleted, all messages stored in that mailbox are deleted and the mailbox is deleted automatically from the Company Directory and all Group Lists.

  • Page 43: 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 44: Adding A Group List

    Chapter 4 Working with mailboxes Adding a Group List A mailbox must be initialized before you can add it to a Group List. For information on how to initialize a mailbox, refer to “Initializing a mailbox” on page To add a Group List Log: Press ≤·°‹.

  • Page 45: 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 46 Chapter 4 Working with mailboxes GList members 12 Press ADD to add a mailbox number to the Group List VIEW press DEL to delete a mailbox number from the Group List press VIEW to view the members of the Group List. Mbox: 13 Enter the number of the mailbox you want to add or delete.

  • Page 47: 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 48 Chapter 4 Working with mailboxes N0025636 02...

  • Page 49: Setting Up The Auto Attendant

    Chapter 5 Setting up the Auto Attendant About the Auto Attendant The Auto Attendant answers your company’s incoming phone lines with a prerecorded greeting selected from the Greeting Table, according to the time of day. You can record and assign different greetings to the Greeting Table. You can specify which greetings play for particular lines.

  • Page 50: Greeting Tables

    Chapter 5 Setting up the Auto Attendant Greeting Tables Greeting Tables store the recordings played by the Auto 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 51: About Company Greetings

    Chapter 5 Setting up the Auto Attendant About Company Greetings Before you record your Company Greetings, decide what type of greetings you want to use for the incoming phone lines, and what you want the greetings to say. There are four greeting times that reflect the Morning, Afternoon, Evening and Non-business hours.

  • Page 52: Recording A Greeting

    Chapter 5 Setting up the Auto Attendant Recording a Greeting Do not use Handsfree to record your company Greetings. Speak directly into the phone handset. To record a company Greeting Log: Press ≤·°‹. QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK.

  • Page 53: Setting Up A Greeting Table

    Chapter 5 Setting up the Auto Attendant Setting up a Greeting Table To set up a Greeting Table you: • can record a Custom prompt if you want to replace the Auto Attendant Menu • assign Greetings for each time of day to the Greeting Tables •...
  • Page 54 Chapter 5 Setting up the Auto Attendant You can record a Custom prompt to replace the Auto Attendant Menu Custom prompts prompt. We recommend that you record prompts that are at least eight seconds long. In the Custom prompt you can provide the caller with a list of options such as choosing the alternate language, accessing the Company Directory and reaching an operator.
  • Page 55 Chapter 5 Setting up the Auto Attendant To set up a Greeting Table Log: Press ≤·°‹. 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 56 Chapter 5 Setting up the Auto Attendant Lang pref: alt 15 Press NEXT. CHNG NEXT Atdt: (none) 16 Press CHNG. CHNG NEXT Ext: 17 Enter the extension of the Greeting Table Attendant. RETRY QUIT Atdt: <xx> 18 Press NEXT. CHNG NEXT none To return the Greeting Table Attendant back to...
  • Page 57 Chapter 5 Setting up the Auto Attendant NBU DN Disable: N 27 If you want to use Auto Attendant Time of Day Blocking for the CHNG NEXT non-business hours, press CHNG if you do not want blocking for the morning hours, press NEXT. Mo morn:12:00 am 28 Press CHNG CHNG...

  • Page 58: Configuring Line Answering

    Chapter 5 Setting up the Auto Attendant Configuring line answering CallPilot can answer all of your incoming lines, or just the lines you specify. Before CallPilot can answer an incoming line, you must assign the line and set the Answer status to Yes. Each line you add is answered by Greeting Table 1, unless you specify another table.

  • Page 59: Changing Line Configuration

    Chapter 5 Setting up the Auto 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 Log: Press ≤·°‹. QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK.

  • Page 60: Assigning The Number Of Rings Before Callpilot Answers

    Chapter 5 Setting up the Auto Attendant Assigning the number of rings before CallPilot answers You can assign the system to answer incoming calls after a specified number of rings. The number of rings ranges from 0 to 12. If you leave the number of rings at zero, the system answers immediately.

  • Page 61: Setting Up Touchtone Gate

    Chapter 5 Setting up the Auto 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 62 Chapter 5 Setting up the Auto Attendant TT gate:custom Press NEXT to choose the custom voice prompt CHNG NEXT press CHNG to disable Touchtone Gate. TT Greeting:40 Press CHNG to change the custom voice prompt Greeting number CHNG press OK to accept the custom voice prompt Greeting number and go to step 11.

  • Page 63: About The Clid Routing Table

    Chapter 5 Setting up the Auto 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 64 Chapter 5 Setting up the Auto Attendant To route a phone number Log: Press ≤·°‹. QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK. Admin Enter ⁄⁄. MBOX OTHR Call id table Press ADD. CHNG QUIT Enter the phone number or the leading digits of a phone number RETRY...
  • Page 65 Chapter 5 Setting up the Auto Attendant To change or delete a phone number in the CLID Routing Table Log: Press ≤·°‹. QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK. Admin Enter ⁄⁄. MBOX OTHR Call id table Press CHNG.
  • Page 66 Chapter 5 Setting up the Auto Attendant N0025636 02...

  • Page 67: Custom Call Routing

    Chapter 6 Custom Call Routing About Custom Call Routing With Custom Call Routing (CCR) you can replace Automated Attendant menus with a CCR Tree that offers callers additional choices. Callers who reach a CCR Tree hear the CCR Home node immediately after the Company Greeting.
  • Page 68 Chapter 6 Custom Call Routing To build a CCR Tree you start by creating the options presented in the Home node. You can include up to eight options in the Home node. You record a prompt that informs callers of the Home node options.

  • Page 69: 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 70: Information Messages

    Chapter 6 Custom Call Routing For an example of Paths through a CCR Tree, refer to “An example of a CCR Tree” on page Information Messages An Information Message is a message you record to tell callers about information about goods or services available from your company.

  • Page 71: 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 72: An Example Of A Ccr Tree

    Chapter 6 Custom Call Routing An example of a CCR Tree Home node ⁄ To place an order press ¤ To add your name to our mailing list press ‹ To speak to our sales department press › To speak to our service department press ‚...

  • Page 73: Working With Ccr Trees

    Chapter 7 Working with CCR Trees Building a CCR Tree Note: To minimize the potential of service disruptions, avoid working on CCR Trees during periods of peak activity. Callers can experience answering delays while you are working on a CCR Tree. To build a CCR Tree Create the Home node.

  • Page 74: 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 75: Adding Nodes To The Home Node

    Chapter 7 Working with CCR Trees Adding nodes to the Home node If you create a CCR Tree with a Home menu node, and you have more choices than you can conveniently fit in the Home menu, you can create sub-nodes. To create sub-node menus, add a Menu node to your Home menu node.

  • Page 76: 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 Log: Press ≤·°‹.
  • Page 77 Chapter 7 Working with CCR Trees Path: 14 Press END. 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. CCR Admin 18 Press ® to end the session. ADMIN CallPilot Telephone Administration Guide...

  • Page 78: 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 79 Chapter 7 Working with CCR Trees Destination? 13 Select a destination: PREV HOME DISC press PREV if you want to return the caller to the previous menu press HOME if you want to return the caller to the Home node press DISC if you want to disconnect the call.

  • Page 80: 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 81 Chapter 7 Working with CCR Trees Destination? 11 Select a destination: PREV HOME DISC press PREV if you want to return the caller to the previous menu press HOME if you want to return the caller to the Home node press DISC if you want to disconnect the call.

  • Page 82: 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 Log: Press ≤·°‹.

  • Page 83: About Transfers To External Numbers

    Chapter 7 Working with CCR Trees About transfers to external numbers When CallPilot transfers a call using a CCR external transfer, it uses two lines. An incoming line connects the caller to the CCR Tree and an outgoing line transfers the caller to the external telephone number.
  • Page 84 Chapter 7 Working with CCR Trees 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 85: Adding Special Characters To An External Transfer Number

    Chapter 7 Working with CCR Trees Adding special characters to an external transfer number Special characters are pauses or other dialing instructions that you can add if they are required to access the network or a destination number. Adding special characters to a destination number Press Description ¤...

  • Page 86: Adding A Park And Page Node

    Chapter 7 Working with CCR Trees Adding a Park and Page node A Park and Page node parks a call and announces it to a paging zone, overhead paging system or both. The page can be repeated until the parked call is answered. Calls that are unanswered due to the page being unanswered return to the CCR Tree.
  • Page 87 Chapter 7 Working with CCR Trees Path: Enter the Path number and press OK. RETRY For example, to create a Mailbox node on the second level of a CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node.

  • Page 88: 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 89: Testing A Ccr Tree

    Chapter 7 Working with CCR Trees Testing a CCR Tree After you a build a CCR Tree and assign it to a Greeting Table, test the CCR Tree. To test the CCR Tree, call the company number and test each node. Check that: •...

  • Page 90: 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 Log: Press ≤·°‹. QUIT RETRY Enter the System Administrator Mailbox number and password,...

  • Page 91: Changing A Ccr Tree Message

    Chapter 7 Working with CCR Trees Changing a CCR Tree message Use this procedure to change the recorded message for a Menu or an Information node. Log: Press ≤·°‹. QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK. Admin Press OTHR.

  • Page 92: Changing A Mailbox Node

    Chapter 7 Working with CCR Trees Changing a Mailbox node To change a Mailbox node Log: Press ≤·°‹. 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 93: Changing A Destination Type

    Chapter 7 Working with CCR Trees Changing a destination type You can assign destination types only to Information and Mailbox nodes. For more information about destination types, refer to “Destination types” on page To change a destination type Log: Press ≤·°‹. QUIT RETRY Enter the System Administrator Mailbox number and password,...

  • Page 94: Changing A Transfer Node

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

  • Page 95: Changing A Park And Page Node

    Chapter 7 Working with CCR Trees Tree saved 15 This display appears briefly. CCR Admin 16 Press ® to end the session. ADMIN Changing a Park and Page node To change a Park and Page node Log: Press ≤·°‹. QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK.

  • Page 96: Deleting A Path

    Chapter 7 Working with CCR Trees Zone: 12 The default paging zone 1 appears. CHNG To select a different zone, press CHNG and select the paging zone you want to use: 2 3 4 5 6 or All. If you use a CallPilot system with a Compact ICS select a number from 1 to 3 or All.
  • Page 97 Chapter 7 Working with CCR Trees To delete a Path Log: Press ≤·°‹. 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. ADMIN CCR tree: Enter the number of the CCR Tree that you want to change and...
  • Page 98 Chapter 7 Working with CCR Trees N0025636 02...

  • Page 99: Broadcast And Information Messages

    Chapter 8 Broadcast and Information messages About Broadcast messages You can send Broadcast messages if you need to send a message to every initialized mailbox on your phone system. Broadcast messages play on all mailboxes initialized with CallPilot. You can send a Broadcast message to announce meetings, special company events, and reminders.
  • Page 100 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 101: Information Mailbox Messages

    Chapter 8 Broadcast and Information messages Information mailbox messages Your business or departments within your business can use Information mailboxes to provide callers with messages and announcements. You or another person responsible for the Information mailbox can record and update the Information mailbox message. You can use Information mailbox messages to: •...

  • Page 102: 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 103: Callpilot Operations

    Chapter 9 CallPilot operations You must reset the CallPilot system if you: • change the type of phone system you use • change the extension number length About resetting CallPilot Warning: Resetting CallPilot erases all Company Greetings, Greeting Tables and mailbox information, including mailbox messages.

  • Page 104: Initializing Callpilot

    Chapter 9 CallPilot operations Initializing CallPilot You must initialize CallPilot immediately after you reset the system. To initialize CallPilot Press ≤·°‹. Log: Enter ¤flfl‹›› (Config) and press OK. 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 105: Resetting The System Administrator Password

    Chapter 9 CallPilot operations System ready 14 When the system is initialized, the display shows: System ready Exit Exit and then shows the time and date. Resetting the System Administrator password You can reset the System Administrator password if you forget it. This is the password that you use for administrative functions.

  • Page 106: 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 107: Changing The Operator Password

    Chapter 9 CallPilot operations Changing the Operator password You can change the Operator password at any time. It must be between four and eight digits, and cannot begin with a zero. To change the Operator password Press ≤·°¤. Pswd: Enter the Operator password, or the default Operator password RETRY fl‡‹‡¤°fl‡...

  • Page 108: 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 109: Changing Greetings Or The Business Status From A Remote Telephone

    Chapter 9 CallPilot operations To set the Business Status Press ≤·°¤. Pswd: Enter the Operator password and press OK. RETRY Atdt avail: Y Press NEXT. CHNG NEXT Business open: N Press CHNG to toggle between Y and N. CHNG NEXT Press ®...

  • Page 110: 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 111: Callpilot Default System Options

    Chapter 9 CallPilot operations CallPilot default system options You can change these default CallPilot system options: • “Language availability” on page 111 • “Group List leading digit” on page 112 • “Voicemail” on page 113 • “Company Directory” on page 114 •...

  • Page 112: Group List Leading Digit

    Chapter 9 CallPilot operations Prim lang: NAEng Press NEXT. CHNG NEXT 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.

  • Page 113: Voicemail

    Chapter 9 CallPilot operations Voicemail Voicemail is enabled by default. You can disable or re-enable voicemail at any time. When voicemail is enabled, callers who reach an extension that is not answered or is busy transfer to the extension’s mailbox. If you disable voicemail: •...

  • Page 114: 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 115: Outdialing

    Chapter 9 CallPilot operations Outdialing You can designate the maximum number of voice channels that CallPilot can use at one time to place outgoing calls. The default number of voice channels assigned for outdialing is one (1). Outdialing calls are placed when you use Off-premise Message Notification, Outbound Transfer or AMIS networking.

  • Page 116: 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 117: Minimum Message Length

    Chapter 9 CallPilot operations Minimum Message Length Log: ≤ ·°‹. Press QUIT RETRY Enter the System Administrator mailbox number and password, and then press OK. Admin Press ›. MBOX OTHR This option does not appear as a display button option. Voice Mail: Y Press NEXT.

  • Page 118: Enabling A Software Authorization Code

    Chapter 9 CallPilot operations Enabling a software authorization code With software authorization codes you can add more CallPilot mailboxes or options to your system. Contact your vendor if you want to trial or purchase a software authorization code. To enable a software authorization code Log: ≤...

  • Page 119: 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.
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  • Page 121: Dialing Translation

    Chapter 10 Dialing Translation About Dialing Translation Dialing translation is a process by which the number of an incoming call from a public network is translated by a translation table into a number that can be recognized and dialed on the local network using the Reply feature.

  • Page 122: 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 123 Chapter 10 Dialing Translation An example of a Dialing Translation Table from a site in Mountainview, California INPUT OUTPUT Explanation The Dialing Translation Table is empty. The local network in Mountainview supports 10 digit national dialing with recognized long distance charging. In situations like the Mountainview example, there is no need to build a Dialing Translation Table.

  • Page 124: 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 Log: Press ≤·°‹.

  • Page 125: 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 100/150 looks up in the Dialing Translation Table. If the corresponding entry matches, the system substitutes the Output value for the Input value.

  • Page 126: 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 Log: Press ≤·°‹. QUIT RETRY Enter the System Administrator Mailbox number and password, and then press OK.

  • Page 127: Changing A Dialing Translation Table Entry

    Chapter 10 Dialing Translation Changing a Dialing Translation Table entry After you build a Dialing Translation Table you can change the Output value of an entry at any time. You cannot change the Input value of an entry. You must delete the entry and create a new entry with new Input and Output values.

  • Page 128: 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 126.

  • Page 129: Troubleshooting Callpilot

    Chapter 11 Troubleshooting CallPilot This chapter describes problems that can occur when you operate CallPilot, and possible solutions. The Auto Attendant does not answer calls • Verify that you have assigned lines to the Greeting Table. • All the channels can be busy. Try calling back. Your call is answered when a channel is available.
  • Page 130 Chapter 11 Troubleshooting CallPilot A telephone cannot be forwarded to the system Forward denied If you try to forward your incoming calls to the system and the display shows , it is possible that you are forwarding to the wrong extension number. Use Feature 985 to display the correct extension number for the system, and compare this number to the extension that you are trying to forward your telephone to.
  • Page 131 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 a maximum of 300 subscriber mailboxes. CallPilot 100 can store a maximum of 40 subscriber mailboxes. You cannot enter a name for a mailbox You must enter names as last name, then first name or initial.
  • Page 132 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 133: Callpilot Error Messages

    Chapter 11 Troubleshooting CallPilot A mailbox is full Mailboxes have a Never Full Mailbox feature, which lets callers leave messages in the mailbox, even if the mailbox is “full”. Messages are stored, but they cannot be accessed until the mailbox owner deletes some of the messages in the mailbox.
  • Page 134 Chapter 11 Troubleshooting CallPilot Message Meaning Invalid glist Appears if you enter an incorrect Group List number when you change or delete a Group List number. Invalid greeting Appears if you enter an incorrect Greeting Number. Greeting Numbers must be a number from 1 to 40.
  • Page 135 300. This number includes the System Administrator and General Delivery Mailboxes. The maximum number of subscriber mailboxes for CallPilot 150 is 300. The maximum for CallPilot 100 is 40. No msg notify Appears if Off-premise Message Notification is not enabled. Off-premise Message Notification is assigned in the Class of Service.
  • Page 136 Chapter 11 Troubleshooting CallPilot Message Meaning Not allowed Appears if: • 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 137: Callpilot Configuration Tips

    Chapter 12 CallPilot configuration tips This chapter describes system configuration enhancements that maximize the efficiency of CallPilot. Delayed answering by the Auto Attendant The Auto Attendant can answer any call on specified Central Office (CO) telephone lines after a specified number of rings. CallPilot answers incoming calls if the Installer programs CallPilot to be the prime telephone for one or more designated CO lines.

  • Page 138: 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 139: How To Set Up Callpilot For Different Businesses

    Chapter 12 CallPilot configuration tips How to set up CallPilot for different businesses There are several ways to set up CallPilot in your company. How you set up CallPilot depends on what telephone system, and how many CO lines you use. Here are examples of CallPilot configurations for a small and a medium company, and some useful application tips.
  • Page 140 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 141: Callpilot For A Medium Business

    Chapter 12 CallPilot configuration tips CallPilot for a medium business Bridge Stone Engineering CallPilot is assigned as the Call Forward No Answer (CFNA) extension for all telephones in the office. This means that any call that is not answered by a mailbox owner transfers to their mailbox. Subscribers have buttons programmed on their display telephone for the CallPilot Leave Message (≤·°‚) and Open Mailbox (≤·°⁄).
  • Page 142 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 143 Chapter 12 CallPilot configuration tips The managers Bridge Stone managers have a personal CO line that appears on their private telephone and their receptionist’s telephone. The receptionists answer the managers’ calls, and then transfer the calls to the manager’s telephone. The receptionist’s phone is CFNA to CallPilot. If a manager is unavailable to take a call, the call rings back at the receptionist’s set.

  • Page 144: 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 145 The Auto 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 100/150 system timeout. Hold You cannot put a session on hold.
  • Page 146 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 Auto Attendant appears on a set, it rings when CallPilot transfers the call.
  • Page 147 Chapter 12 CallPilot configuration tips Service Modes With the Service Modes feature you can program the telephone system to forward all incoming calls to CallPilot during specific time periods such as lunch time or non-business hours. CallPilot answers with the Auto Attendant. Transfer Callback Calls through the Auto Attendant that transfer to an extension without CFNA are routed by Transfer Callback to CallPilot after the designated number of rings.
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  • Page 149: Default Configuration Values

    Chapter 13 Default configuration values The following tables list CallPilot default configuration values. Value or range Default System Administrators password four to eight digits in length 0000 (four zeros) Two-digit to Seven-digit Two-digit * Special Mailbox types: 10 1000000 General Delivery Mailbox 12 1000002 System Administrator Mailbox any valid CallPilot Extension...
  • Page 150 Chapter 13 Default configuration values Value or range Default Maximum number of subscriber mailboxes Classes of Service: Class of Service number 1-16 none Mailbox message time 5-120 min none Message length 2-10 min none Greeting length 1-10 min none Message retention time 0 days - indefinite none Group Lists:...
  • Page 151 Chapter 13 Default configuration values Default Feature Codes 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 Telephone Administration Guide...
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  • Page 153: Glossary

    Glossary See Auto Attendant. Administration The tasks involved in setting up and maintaining Mailboxes, Greetings, CCR Trees and CallPilot configuration. Alternate extensions When a caller dials an extension that is programmed to have one or more alternate extensions, CallPilot rings at all of the sets simultaneously. The first set to answer accepts the call.
  • Page 154 Glossary Business Status A setting that overrides the schedule of the Greeting Table and plays the Non-business greeting until turned off. 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.
  • Page 155 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 156 Glossary Guest Mailbox A Guest Mailbox is a type of Subscriber mailbox for people who do not have a permanent extension, but require a mailbox. Guest mailboxes receive and store messages the same way that Subscriber mailboxes do. Home Menu The Home Menu is the first CCR menu that callers hear after they hear the Company Greeting.
  • Page 157 Glossary Mailbox number length The number of digits allowed in a mailbox number. The mailbox number length ranges from two to seven digits. Mailbox properties Mailbox properties are optional parameters in addition to the Class of Service values. The Mailbox properties are: Include in Company Directory, Alternate Extensions, Express Messaging Line, Call Screening, Message Waiting Notification, and Outdial route.
  • Page 158 Glossary Park and Page Park and Page parks a call and announces it to a paging zone, overhead paging system or both. Depending on the configuration you select, the page can be repeated until the parked call is answered. An unanswered call returns to the mailbox or CCR Tree it originated from.
  • Page 159 Glossary System Administrator The person responsible for configuring, updating, and maintaining the CallPilot system. System Administrator Mailbox One of the two Special Mailboxes. Used by the System Administrator for sending Broadcast Messages. This is the System Administrator’s Personal Mailbox. Target Attendant The Target Attendant is assigned to answer a telephone when a caller opens a mailbox to leave a message and presses ‚...
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  • Page 161: Index

    Index Night Service 146 Prime Set 146 Afternoon Greeting 54 Private line 146 Alternate extensions 24 Service Modes 147 Set Relocation 144 Alternate Language 50, 51 Timeout 145 Analog Station Module 144 Transfer Callback 147 Analog Terminal Adapter 144 CallPilot options ATA 2 and ASM CallPilot Feature Compatibility 144 Call Center 10 Autodial, CallPilot Feature Compatibility 144...
  • Page 162 Index Custom Call Routing (CCR) 9, 94 assign CLID number 89 Erasing a CCR Path 97 CCR Tree overview 69 Error messages, troubleshooting 133 changing CCR 89 deleting a Tree 97 Evening Greeting 54 Destination type 71, 93 Expiry, password 37 disabling 89 Express Messaging Line erasing a Path 97...
  • Page 163 Index adding 34 Messages overview 20 CallPilot Feature Compatibility 146 recording greeting 101 minimum recording length 101 silence timeout 101 Initializing a mailbox 27 Morning Greeting 54 Intercom numbers, CallPilot Feature Compatibility 145 Name, recording in Company Directory 27 Language choice, CallPilot Feature Compatibility 146 Networking, in Class of Service 21 Line configuration, viewing and changing 59 Night Service, CallPilot Feature Compatibility 146...
  • Page 164 Index Mailbox 37 Timeout, CallPilot Feature Compatibility 145 Mailbox, expiry 21 Touchtone Gate 61 Operator 107 Transfer Callback, CallPilot Feature Compatibility 147 resetting Operator 107 Transfer node 94 resetting System Administrator 105 changing 94 troubleshooting 131 Troubleshooting Password attempts, in Class of Service 21 accessing a line or line Pool 130 Password expiry, in Class of Service 21 Automated Attendant 129...

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