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Part No. P0919415 03
CallPilot Manager
Set Up and Operation Guide
2
CallPilot Manager Set Up and
Operation Guide
Copyright © 2002 Nortel Networks
All rights reserved. 2002.
The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. 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. The software license agreement is included in this document.
Trademarks
NORTEL NETWORKS is a trademark of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
P0919415 03
Contents
Getting started with CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Using a Guest mailbox for telephone registration . . . . . . . . . . . . . . . . . . . . . . 19
CallPilot Manager Set Up and Operation Guide
3
4 Contents
Recording greetings and prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Setting up the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Greeting Tables using the alternate language . . . . . . . . . . . . . . . . . . . . . . . . 46
P0919415 03
Contents 5
CallPilot Manager Set Up and Operation Guide
6 Contents
Making a CCR Tree a destination in the CLID Routing Table . . . . . . . . . . . . . . . . 73
P0919415 03
Contents 7
Changing CallPilot Manager settings from a remote telephone . . . . . . . . . . . . . 103
Changing greetings or the Business Status from a remote telephone . . . . . . . . 106
Broadcast and Information messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
About recording an Information mailbox message . . . . . . . . . . . . . . . . . . . . . . . 111
Using Call Forward All Calls (CFAC) and Call Forward No Answer (CFNA) . . . . . . . 118
CallPilot Manager Set Up and Operation Guide
8 Contents
P0919415 03
Chapter 1
Getting started with CallPilot Manager
About CallPilot Manager
CallPilot Manager is a web-based application that you use to set up and administer 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, Automated Attendant and call handling capabilities
This guide leads a System Administrator through setting up and operating CallPilot on a Business
Communications Manager 2.5 or a CallPilot 150 system. CallPilot works with your Business
Communications Manager or Norstar phone system.
This guide also explains how to record Broadcast and Information messages.
CallPilot features
CallPilot includes these features:
Voicemail
Records messages and stores them in a mailbox for easy retrieval. Business telephones on your system can have their own mailbox and greeting. Information can be distributed quickly to departments and workgroups.
Automated Attendant
The CallPilot answering service that answers your business calls promptly, 24 hours a day, with a
Company Greeting, plays a list of options to callers, and performs call routing functions in response to caller selections.
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.
Fax Answering
Fax Answering lets outside callers send faxes to the main site telephone number. Fax Answering is available even if you do not have the Fax option installed on your system. With Fax Answering, a fax call that arrives through the Auto Attendant or CCR transfers to a specified extension. The extension is usually a fax machine connected by an Analog Terminal Adapter (ATA) or an Analog
Station Module (ASM).
CallPilot Manager Set Up and Operation Guide
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10 Chapter 1 Getting started with CallPilot Manager
CallPilot options
CallPilot has options that enhance your office communications. You need a software authorization code to enable a CallPilot option. Contact your vendor if you want to trial or purchase a software authorization code.
CallPilot options are:
Message Networking
Message Networking links your CallPilot system with other voicemail systems and allows the exchange of voice messages between users at different sites. CallPilot supports Digital networking and Audio Messaging Interchange Specification (AMIS) networking.
For information about networking refer to the CallPilot Message Networking Set Up and
Operation Guide.
Call Center
Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities.
Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements or informative messages.
For information about Call Center refer to the Nortel Networks Call Center Set Up and Operation
Guide.
If you use CallPilot 150 you can set up either CallPilot or Call Center as the primary application on your system.
Fax
Fax is a CallPilot option that enhances your office communications by providing incoming and outgoing fax capability. With Fax, callers can send and retrieve fax messages as easily as they send and retrieve voice messages. The Fax option includes Fax Mail, Fax On Demand and Fax
Overflow. Fax Answering is available even if you do not have the Fax option installed on your system.
For information about Fax refer to the CallPilot Fax Set Up and Operation Guide.
Fax is not available for CallPilot 150.
Unified Messaging
With Unified Messaging subscribers can use their email application to access voice, fax and text messages from their personal computer. Unified Messaging can be used with several popular email applications. Unified Messaging is available for Business Communications Manager 2.5.
Desktop Messaging
With Desktop Messaging subscribers can access their CallPilot mailbox from their personal computer. Subscribers can manage all of their voice messages from one graphical interface.
CallPilot password Desktop Messaging is available for CallPilot 150.
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Chapter 1 Getting started with CallPilot Manager 11
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.
Button name
Feature
Handsfree
Hold
Volume Control
Release
T7100, T7208, T7316
≤
Bottom right-hand button
≥˙
√
®
M7100, M7208, M7310,
M7324
ƒ
©
˙
√
®
M7100N, M7208N,
M7310N, M7324N
ƒ
©
˙
√
®
You can enter
≤, ƒ or ƒ and the code to use a feature. For example, press
≤·°⁄ to access your mailbox.
The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press
˙ on the T7100 terminal.
On T7100 terminals, you can answer a second call by pressing
˙. Your active call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time.
Symbols and conventions used in this guide
These conventions and symbols are used to represent the Business Series Terminal display and dialpad.
Convention Example Used for
Word in a special font (shown in the top line of the display)
Pswd:
Underlined word in capital letters
(shown in the bottom line of a two line display telephone)
PLAY
Dialpad buttons
£
Command line prompts on display telephones.
Display option. Available on two line display telephones
.
Press the button directly below the option on the display to proceed.
Buttons you press on the dialpad to select a particular option.
CallPilot Manager Set Up and Operation Guide
12 Chapter 1 Getting started with CallPilot Manager
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#.
Website: http://www.nortelnetworks.com/itas/ email: [email protected]
Presales Support (CSAN)
Telephone:
1-800-4NORTEL (1-800-466-7835)
Use Express Routing Code (ERC) 1063#
EMEA (Europe, Middle East, Africa)
Technical Support - CTAS
Telephone:
00800 800 89009 or 33 4 9296 1341
Fax:
33 49296 1598 email: [email protected]
CALA (Caribbean & Latin America)
Technical Support - CTAS
Telephone:
1-954-858-7777 email: [email protected]
APAC (Asia Pacific)
Technical Support - CTAS
Telephone:
+61 388664627
Fax:
+61 388664644 email: [email protected]
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13
Chapter 2
Using CallPilot Manager
Requirements for CallPilot Manager
CallPilot Manager operates on a CallPilot 150 or Business Communications Manager 2.5 system.
You access CallPilot Manager on a web browser from a computer on your network.
System requirements
Before you use CallPilot Manager, your Business Communications Manager 2.5 or CallPilot 150 system must be configured and CallPilot must be initialized.
Computer requirements
The computer you use to run CallPilot Manager must have:
• WinNT or Windows workstation running P133 or later CPU (or compatible)
• 64 MB RAM, 10 MB disk space
• minimum screen resolution of 1024 X 768 pixels
Browser requirements
To use CallPilot Manager you must have:
• Java Virtual Machine 5.0 (build 5.0.0.3188 or later)
• either Netscape Communicator 4.0.5 or later but not 6.0, or Microsoft Internet Explorer 4.0 or later, but not 6.0
If you use Netscape Communicator, set the following parameters:
• Enable Java: on
• Cached document comparison: every time
If you use Microsoft Internet Explorer, set the following parameters:
• Check for newer versions: every visit to the page
• Java JIT compiler enabled: on
For more information about these settings, refer to your web browser’s Help.
If not all the CallPilot settings shown in this guide appear in your browser:
• refresh the browser by clicking Refresh or Reload
• upgrade your browser
CallPilot Manager Set Up and Operation Guide
14 Chapter 2 Using CallPilot Manager
Starting CallPilot Manager
From Business Communications Manager 2.5
1 Point your web browser to http://<IP address>:6800/CallPilotManager where <IP address> is the IP address of Business Communications Manager 2.5.
The Administration Login page appears.
2 In the Password box type your password.
3 Click the Submit button.
The CallPilot Manager Main Menu appears.
From CallPilot 150
1 Point your web browser to http://<IP address>/CallPilotManager where <IP address> is the IP address of the CallPilot 150.
The Administration Login screen appears.
2 In the Password box type your password.
3 Click the Submit button.
The CallPilot Manager Main Menu appears.
Note: If you want to change the password:
• select the Prompt for New Password check box
• click the Submit button
P0919415 03
About the CallPilot Manager interface
Chapter 2 Using CallPilot Manager 15
Returns to the
Main page
Quits CallPilot
Manager
Opens online Help
Headings expand and display their links when you click them
Click a link to display its page in the right frame
System timeout
A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that prevents unauthorized access to the system.
If your session times out, the login page appears and a message that says that the session has timed out. You must log on to continue programming CallPilot.
If the system times out while you are working on a page, any settings that you have not entered on the system by pressing the Submit button are not entered. You must log on to CallPilot Manager and re-enter this programming.
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16 Chapter 2 Using CallPilot Manager
Resetting the System Administrator password
If you forget the System Administrator password, you must reset the password through a Nortel
Networks Business Series Terminal. The password resets to the default password 0000. You must then log on to CallPilot Manager using the default password 0000 and create a new password.
Note: If you reset the System Administrator password, log on to CallPilot Manager and create a new password immediately to prevent unauthorized access to the system.
While the default password is used CallPilot Manager or Call Center is open to unauthorized access.
For additional security, change the Administration Password regularly.
To reset the System Administrator password
Set <xxxx>
OK
1 Press
≤ ·°fi.
The Voicemail DN appears on your display.
2 Press
·.
Pswd:
RETRY OK
Pswd:
RETRY OK
3 Enter Resetsmpswd or
‡‹‡‹°‡fl‡‡·‹ and press OK or £.
Reset pswd?
YES NO
Exit
4 Press YES.
5
Follow the instructions in “Starting CallPilot Manager” on page 14
to log on to CallPilot Manager.
6 Use the default password 0000 to log on.
Create a new System Administrator password.
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17
Chapter 3
CallPilot mailboxes
About installing mailboxes
You install mailboxes by enabling a software authorization code. The software authorization code determines the number of mailboxes that you can add to CallPilot. On CallPilot 150 you can have a maximum of 200 subscriber mailboxes. On Business Communications Manager 2.5 you can have a maximum of 1,000 mailboxes. Refer to
“Enabling software authorization codes” on page
95 for more information on software authorization codes.
System Administrator Mailbox
The System Administrator Mailbox:
• is reserved for the System Administrator
• is created automatically when the system is initialized for the first time
• is where you can send Broadcast Messages from to all Subscriber mailboxes
Only the System Administrator can access the System Administrator Mailbox. Remember to check this mailbox for messages.
Warning: Change the System Administrator password frequently to minimize the risk of unauthorized activity.
Default System Administrator Mailbox number and password combinations
For a mailbox number length of...
4
5
2
3
6
7 the default System
Administrator
Mailbox number is...
12
102
1002
10002
100002
1000002 and the default
System Administrator
Mailbox password is...
so the combined mailbox number and password is...
0000
0000
0000
0000
0000
0000
120000
1020000
10020000
100020000
1000020000
10000020000
The default Class of Service for the System Administrator Mailbox is 7. You can change the Class of Service at any time. For information on changing the Class of Service, refer to
“Changing mailbox settings” on page 35
.
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18 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, or from callers who use a rotary dial telephone.
Usually the Receptionist or designated Operator checks for messages in the General Delivery
Mailbox.
Warning: Change the General Delivery Mailbox password frequently to minimize the risk of unauthorized activity.
Default General Delivery Mailbox number and password combinations
For a mailbox number length of...
4
5
2
3
6
7 the default System
Administrator
Mailbox number is...
10
100
1000
10000
100000
1000000 and the default
System Administrator
Mailbox password is...
so the combined mailbox number and password is...
0000
0000
0000
0000
0000
0000
100000
1000000
10000000
100000000
1000000000
10000000000
The default Class of Service for the General Delivery Mailbox is 1. You can change the Class of
Service any time. For information on changing the Class of Service, refer to
“Changing mailbox settings” on page 35
.
The General Delivery Mailbox can receive messages before it is initialized, but you cannot retrieve messages from the General Delivery Mailbox until you initialize it. For information about initializing mailboxes, refer to
“Initializing a mailbox” on page 27 .
Subscriber mailboxes
Create a Subscriber mailbox for each person in your organization who needs to be able to receive messages.
A Subscriber mailbox must be initialized by the mailbox owner before it can receive voice messages. Until a mailbox is initialized, it cannot receive voice messages and any calls that are directed to it are rerouted to the General Delivery Mailbox. Tell subscribers to change their mailbox password as soon as they initialize their mailbox.
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Chapter 3 CallPilot mailboxes 19
Guest mailboxes
A Guest mailbox is a Subscriber mailbox without a primary extension. 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 voice messages.
When you create Guest mailboxes, assign mailbox numbers that begin with the same digit. This identifies the mailbox type. Create Guest mailbox numbers that begin with a digit that is different from the Subscriber mailbox numbers. For example, if Subscriber mailbox numbers start with two,
Guest mailboxes can start with the number four.
When to use Guest mailboxes
Guest mailboxes can provide a temporary employee with CallPilot services, give clients access internal messaging and call routing, and let customers leave telephone orders.
You can use Guest mailboxes to:
• take personal catalog shopping orders
• list classes or seminars and let callers register by telephone
• give frequent customers access to CallPilot services
Using a Guest mailbox for telephone registration
This example shows how to set up a Guest mailbox with announcement and order-taking capabilities. When you provide services that let a customer call into a mailbox, include the mailbox number in the greeting. This lets a caller transfer directly to the mailbox.
To use a Guest mailbox to provide telephone registration, you must first choose a mailbox number.
Make sure that the Guest mailbox number is unique and is not assigned to any display telephone extension. Next, record the mailbox greeting.
For example:
“This month we are pleased to provide the following courses: Jazz Dancing Made Easy,
Intermediate Jazz Dancing, Warming Up for that Big Performance, and Beginner Ballet. If you are interested in any of these courses, please leave your name and telephone number after the tone. One of our instructors will contact you with more information.”
You can include the time and date the classes are being offered. This example is applicable to
Guest mailboxes that are used for taking orders.
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20 Chapter 3 CallPilot mailboxes
After you record the announcement, record a Company Greeting that tells callers about the mailbox. For example:
“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.
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. If the number is out-of-range, the display shows Invalid number . If the number is not out-of-range, the display shows Not in service .
You must assign a Class of Service to the Guest mailbox. When you assign a Class of Service to a
Guest mailbox used as an order mailbox, choose a Class of Service that has the maximum mailbox greeting and message time available. Refer to
“Mailbox Class of Service” on page 22 .
Information mailboxes
Information mailboxes play an informative message to callers who access it. An Information mailbox must be initialized before it can play an information message. Callers cannot leave messages in Information mailboxes. Information mailboxes do not have operating extensions.
Information mailboxes are maintained by the System Administrator or a mailbox owner.
You can use Information mailboxes to:
• announce sales
• provide product lists
• announce special events
You create the Information mailbox and give it to a subscriber or department. The department creates the password and maintains the greeting. Information mailbox Greetings can be recorded by you or by the person assigned the Information mailbox.
To let callers know about your company’s Information mailboxes:
• Advertise the Automated Attendant main number, and record a Company Greeting that mentions the Information mailbox services.
• Provide a list of your company’s Information mailbox numbers in brochures and telephone directory advertising.
• Mention the Information mailboxes in the Company Greeting if your company has a small number of Information mailboxes, such as three or four. Use Custom Call Routing (CCR) if you have a large number of Information mailboxes.
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Chapter 3 CallPilot mailboxes 21
• Assign the Operator as the transfer point for all Information mailbox inquiries. Record a statement in the Company Greeting that tells callers to press zero to reach company information. For example, “Good Afternoon. This is On Your Toes Dance Studio. To reach our studio, press
›fl. To listen to one of our special announcements, press ‚ to reach the
Operator.” When a caller presses zero, have the Operator provide a list of the Information mailboxes and transfer the caller accordingly.
A call disconnects after the Information mailbox greeting plays except:
• if the call is extended by the Auto Attendant, the call disconnects or returns to the Auto
Attendant according to the Return to AA setting of the Greeting Table.
• if the Information mailbox is the Mailbox node of a Custom Call Routing Tree, the call disconnects, or returns to the Home menu, or returns to the previous menu, according to the
Next Action setting of the Mailbox node.
The maximum length of the greeting is determined by the Class of Service. The default settings for
Class of Service 7 and 8 allow greetings that are up to 10 minutes in length.
If CallPilot is configured as bilingual, the Information mailbox has greetings in primary and alternate languages. The rules for bilingual prompting determine which one of these caller hear.
Callers press a dialpad button, depending on which country they are in, to switch to the other greeting.
While they listen to the Information mailbox greeting, callers can use playback commands such as pause, resume, forward and back. Outside callers can press a dialpad button, depending on which country they are in, to transfer to the system attendant extension.
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22 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 that is appropriate for the mailbox. You select a COS when you add the mailbox and the system uses the associated values.
The COS tables have default values, shown on page
. You can change the values to meet the needs of your company. For information on editing the values refer to
“Editing a Class of Service” on page 36
.
Class of Service values
Prompt language
Mailbox message time
Message length
Message retention period
CallPilot is available with two languages. If you select bilingual operation, Classes of Service 1, 3, 5, 7, 9, 11, 13, 15 use the Primary Language, and Classes of
Service 2, 4, 6, 8, 10, 12, 14, 16 use the Alternate Language.
The total message time available to a mailbox. The maximum message time is 180 minutes. Mailboxes have a Never Full mailbox feature that lets a caller leave a message in a “full” mailbox. The message is stored in the mailbox, but cannot be accessed until a saved message is deleted.
The maximum length of an incoming message. Message length is 1-60 minutes for
Business Communications Manager, 1-30 minutes for CallPilot 150.
The number of days messages are saved in a mailbox. Message retention period is from one to 365 days or 0 = indefinitely.
Greeting length
The maximum length of a mailbox greeting. Greeting length is 1-30 minutes.
Off-premise Message
Notification
Redirects messages to another extension, telephone number or pager. Dialing restrictions that apply to outdial lines apply to Off-premise Message Notification.
Retry intervals
Number of attempts
Outbound Transfer
Incorrect password attempts
For Off-premise Message Notification, the minutes between attempts to notify the recipient of a new or urgent message. The retry interval is from 1 to 120 minutes.
For Off-premise Message Notification, the number of attempts the system makes to notify the recipient of a new or urgent message. The number of attempts is from 1 to 20.
Lets a caller who reaches a mailbox transfer to an external telephone number or a
Norstar extension.
The maximum number of incorrect password attempts before a mailbox owner is locked out of their mailbox. The incorrect password attempts are 4-20.
Password Expiry
Networking
Target Attendant
Call Record
User Interface
The maximum length of time a mailbox password is active. The password expiry is from 1 to 365 days or 0 = never expires.
If you have installed the Message Networking option, callers can send messages to different mailboxes at various sites on a communication network.
Lets subscribers set up a Personal Target Attendant. If not, callers are directed to the Target Attendant that is specified in the Greeting Table.
Lets subscribers use the Call Record feature. With Call Record (
≤·°·
) a subscriber can record an active telephone call. The recorded message is placed in the subscriber’s mailbox.
The user interface used for the mailbox. There are two mailbox UI choices: Norstar
Voice Mail (NVM) and CallPilot (CP).
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Chapter 3 CallPilot mailboxes 23
Class of Service default values
This graphic shows the default Class of Service values for Business Communications Manager and
CallPilot 150.
Note: The Enable Networking setting is available if you have installed the Message
Networking option.
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24 Chapter 3 CallPilot mailboxes
Mailbox properties
You can change these mailbox properties, which are not included in its Class of Service:
•
•
•
•
•
•
Mailbox properties are not included in a Class of Service. When you add a mailbox, you can change these options without changing the Class of Service.
Company Directory
The Company Directory is an internal voice list that contains the spoken names of mailbox owners with initialized mailboxes who are assigned to the directory, and the names of other mailboxes that you record a spoken name for, such as Information mailboxes.
When you add a mailbox, you determine whether the mailbox appears in the Company Directory.
Even if you do not include a mailbox in the Company Directory the mailbox owner must still record their name when they initialize their mailbox. If the mailbox owner does not record their name in the Company Directory, you can record a spoken name for them by following the procedure
“Changing mailbox settings” on page 35 .
Message Waiting Notification
Message Waiting Notification gives subscribers a visual indication on their telephone display that they have new messages.
The default value for Message Waiting Notification is Yes. Message Waiting Notification displays
Message for you on a subscriber’s display telephone when they have a message.
When you create Guest Mailboxes, set Message Waiting Notification to No. Guest Mailboxes do not have an operating extension.
Outdial type
The Outdial type determines which line or line pool the system uses when a mailbox owner wants to use the Reply feature for replying to a message left by an external caller, and when Off-premise
Message Notification and Outbound Transfer are used.
The default for Outdial type is None. The values available are None, Line, Pool or Route. Until you assign a line or line pool as the Outdial type 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
• Outbound Transfer for internal extensions only
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Chapter 3 CallPilot mailboxes 25
When you assign an Outdial type, all dialing is done by the extension to which the system is connected, not by the display telephone.
Dialing restrictions can be applied to display telephones and the extensions connected to the system.
If you set the Outdial type to anything but None, there is a potential for unauthorized long-distance dialing. You can prevent this by establishing outdialing restrictions.
Alternate extensions
You can assign up to two alternate extensions to each Subscriber Mailbox. If a caller dials the main extension (the extension that has alternate extensions assigned), the call rings at the main extension only.
Note: The exception to this is when alternate extensions are assigned an Answer DN for the main extension. Answer DNs are assigned to extensions in system programming.
For more information refer to your system documentation.
Only extensions that do not have a mailbox assigned can be used as an alternate extension. There are no default alternate extensions programmed for Subscriber mailboxes.
Alternate extensions receive the same Message Waiting Indication and Caller Display information as the primary extension. Mailbox owners use the Open Mailbox feature (
≤·°⁄) from alternate extensions, and usually access messages from the main extension telephone.
The Interrupt feature (
≤·°‡) can be used from the alternate extension the same way as on the primary extension.
Express Messaging Line
When you create a Subscriber Mailbox, you can assign an Express Messaging Line to it. Instead of assigning an extension number to the Subscriber Mailbox, assign an Express Messaging Line. If you assign an Express Messaging Line, fax and voice calls are left in the Subscriber Mailbox without ringing at the set. Inform the subscriber that they should frequently check their mailbox for messages because they do not receive Message Waiting Notification.
If subscribers have Fax enabled, they can inform people that the Express Messaging Line number is their fax number and have it printed on their business cards.
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. After you assign a line to a mailbox, you cannot assign the line to another function until you remove it from the mailbox.
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26 Chapter 3 CallPilot mailboxes
The prime set for the Express Messaging Line must be set to the voicemail DN. For more information refer to your system documentation. The Express Messaging default is none.
Subscribers must have Fax enabled to receive fax messages on the Express Messaging Line.
Call Screening
Call Screening lets mailbox owners determine who is calling before they accept a call. Call
Screening is useful if there is no Caller ID available. The system records the caller’s name, calls the mailbox owner’s telephone, announces the name of the caller and offers options such as accepting the call or taking a message.
Call Screening applies to external calls dialed by callers using the extension dialing facilities of the
Automated Attendant or Custom Call Routing (CCR). Call Screening does not apply to internal calls, or external calls routed using a CCR Transfer node or placed to a mailbox owner’s dedicated line. If a caller is calling from a line for which the mailbox owner has recorded a Personal Mailbox
Greeting, Call Screening is bypassed and the call transfers without delay.
If Call Screening is enabled, CallPilot calls a mailbox owner’s telephone that is call forwarded.
The default for Call Screening is No, which means that unless subscribers have 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 or Business Communications Manager 2.5.
To restrict outdialing
Do one of the following:
• In system programming, assign dialing restrictions to the extension numbers that CallPilot is connected to. This restricts all outdialing calls including external transfers from CCR trees,
Off-premise Message Notification and Outbound Transfers. Outdialing is done by the extension that CallPilot is connected to. For more information refer to your system documentation.
• In system programming, assign dialing restrictions to the extension of the subscriber. For additional information, refer to your system documentation.
• In system programming, assign dialing restrictions to the lines used for outdialing. For additional information, refer to your system documentation.
• In CallPilot Manager, set the Outdial type for the subscriber’s mailbox to None.
This restricts outdialing calls from the mailbox. See
“Changing mailbox settings” on page 35
for more information.
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Chapter 3 CallPilot mailboxes 27
Initializing a mailbox
Initializing a mailbox prepares your mailbox to receive messages. A mailbox cannot receive and store messages until it is initialized.
Initializing a mailbox involves:
• choosing a password from four to eight digits long that does not start with zero
• changing the CallPilot default password to the new password
• recording the mailbox owner’s name in the Company Directory
To initialize a mailbox
1 Press
≤ ·°⁄.
Must change pswd
2 Log on by following the voice prompts.
3 This display appears briefly to indicate that you must change your password.
Pswd:
RETRY OK
Again:
RETRY OK
Record name:
RETRY OK
4 Enter a new password from four to eight digits long that does not start with zero.
Press OK or £.
5 Reenter your new mailbox password and press OK or £.
Accept name?
RETRY PLAY OK
6 At the tone, record your name in the Company Directory.
Include your mailbox number in the recording, For example, “Pat
Smith, mailbox 5813.”
Press OK or £ to end the recording.
7 Press OK or £ to accept the recording or press PLAY or
⁄ to listen to the recording or press RETRY or
¤ to re-record your name.
8 Press
® to end the session.
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28 Chapter 3 CallPilot mailboxes
Checking which mailbox interface you use
CallPilot supports two interfaces: Norstar Voice Mail and CallPilot.
You determine which interface is assigned to mailboxes.
Use this procedure to check which mailbox interface you use, then follow the procedures in the guide that apply to your interface.
Some procedures apply to both interfaces.
To check which mailbox interface you use
1 Press
≤ ·°⁄.
Follow the voice prompts or the display button options to open your mailbox.
2 Check the display to see which interface you use:
0 new 0 saved
PLAY REC ADMIN This is the Norstar Voice Mail interface.
No messages
COMP MBOX EXIT
This is the CallPilot interface.
3 Press
® to end the session.
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29
Chapter 4
Working with mailboxes
Adding a Subscriber mailbox
If you want to create multiple Subscriber mailboxes, refer to “Adding many mailboxes” on page
To add a Subscriber mailbox
1 Click the Mailbox Administration heading.
2 Click the Add Mailbox link.
The Add Mailbox page appears.
3 In the Mailbox box, type the mailbox number.
4 From the Mailbox Type list box, select Subscriber.
5 Click the Submit button.
The Subscriber Mailbox page appears for the mailbox.
6 In the Extension box, type the extension.
7 In the Last Name and the First Name boxes, type the mailbox owner’s last and first names.
8 From the Class Of Service list box, select a Class of Service.
9 Clear the Display in Directory check box if you do not want the mailbox owner’s name to appear in the Company Directory.
10 Clear the Enable Message Waiting check box if you do not want message notification to appear on the mailbox owner’s telephone display.
11 From the Outdial Type list box:
• select None if you do not want to assign outdialing capabilities or
• select Line and type the line number.
Line numbers must be between 1 and 500.
or
• select Pool and type the line pool number.
12 In the Alternate Ext 1 box, type the Alternate extension.
If you do not require an alternate extension leave this box empty.
13 In the Alternate Ext 2 box, type the second Alternate extension.
If you do not require a second alternate extension leave this box empty.
14 Select the Enable Call Screening check box to assign screened transfers to the mailbox owner or clear the Call Screening check box to assign blind transfers to the mailbox owner.
15 If you want to assign an Express Messaging Line to the mailbox, in the Express Messaging
Line box type the line number.
16 Click the Submit button.
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30 Chapter 4 Working with mailboxes
Adding a Guest mailbox
Assign all Guest mailboxes numbers that begin with the same digit. This helps you identify the mailbox type.
To add a Guest mailbox
1 Click the Mailbox Administration heading.
2 Click the Add Mailbox link.
The Add Mailbox screen appears.
3 In the Mailbox box, type the mailbox number.
4 From the Mailbox Type list box, select Subscriber.
5 Click the Submit button.
The Subscriber Mailbox page appears for the mailbox.
6 Leave the Extension box blank.
7 In the Last Name box, type the mailbox owner’s last name.
The last name can be a maximum of 15 characters.
8 In the First Name box, type the mailbox owner’s first name.
The first name can be a maximum of 15 characters.
9 From the Class of Service list box, select a Class of Service.
10 Select the Display In Directory check box if you want the mailbox owner’s name to appear in the Company Directory.
11 From the Outdial Type list box select an outdialing type.
For more information refer to
.
12 Leave the Alternate Ext 1 check box blank.
13 Leave the Alternate Ext 2 check box blank.
14 Ensure the Enable Call Screening check box is clear. Guest mailboxes must have blind transfers.
15 Ensure the Enable Message Waiting check box is clear.
16 If you want to assign an Express Messaging Line to the Guest mailbox, type the line number in the Express Messaging Line box.
17 Click the Submit button.
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Chapter 4 Working with mailboxes 31
Adding an Information mailbox
Assign all Information mailboxes numbers that begin with the same digit. This helps you identify the mailbox type.
To add an Information mailbox
1 Click the Mailbox Administration heading.
2 Click the Add Mailbox link.
The Add Mailbox page appears.
3 In the Mailbox box, type the mailbox number.
4 From the Mailbox Type list box, select Information.
5 Click the Submit button.
The Information mailbox screen appears for the mailbox.
6 In the Last Name and the First Name boxes, type a name for the mailbox. The combined characters for the last name and the first name can be a maximum of 16 characters.
7 From the Class of Service list box, select a Class of Service.
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. These
Classes of Service have a greeting length of 10 minutes.
8 Select the Display in Directory check box if you want the mailbox owner’s name to appear in the Company Directory.
9 Click the Submit button.
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32 Chapter 4 Working with mailboxes
Adding many mailboxes
You can save time by creating multiple mailboxes when you set up CallPilot for the first time, or when you need to add a large number of mailboxes to your system. Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you define. You must use extensions that are not already assigned to mailboxes.
To make the most effective use of adding multiple mailboxes, identify people who need a non-standard Subscriber mailbox. Create these mailboxes individually. Use Add Many Mailboxes to add the remaining mailboxes.
The mailboxes you create using Add Many Mailboxes have these characteristics:
• The mailbox number is the same as the extension number.
• The mailboxes have the same settings for Class of Service, Call Screening, Message Waiting,
Outdialing and Display in Directory.
• The mailbox name is taken from the extension names assigned on your system.
If extension names are not programmed, the mailbox number is used.
• The mailboxes created are uninitialized and ready for initialization by mailbox owners.
A mailbox is not created if:
• a mailbox with the same number already exists
• the extension is used by another mailbox
• the extension is identified as a CallPilot voice port
To add multiple mailboxes
1 Click the Mailbox Administration heading.
2 Click the Add Many Mailboxes link.
The Add Many Mailboxes screen appears.
3 In the From Extension box, type the extension you want to start creating mailboxes from.
4 In the To Extension box, type the extension you want to stop creating mailboxes at.
5 From the Class Of Service list box, select a Class of Service.
6 Select the Display in Directory check box if you want the mailbox owner’s name to appear in the Company Directory.
7 Select the Enable Message Waiting check box if you want Message Notification to appear on the mailbox owner’s telephone display.
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Chapter 4 Working with mailboxes 33
8 From the Outdial Type list box, select Line and type the specific outgoing line you want to assign for outdialing or click Pool and type the Line Pool number you want to assign for outdialing or click Route to assign a route code for outdialing or click None if you do not want to assign outdialing capabilities.
9 Select the Enable Call Screening check box to assign screened transfers to the mailbox owner, or clear the Call Screening check box to assign blind transfers to the mailbox owner.
10 Click the Submit button.
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34 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.
If a mailbox owner cannot remember the password, you can reset the password to the default password 0000. Refer to
“To reset a mailbox password” on page 35 .
Note: Change the System Administrator password frequently to minimize the risk of unauthorized activity.
Incorrect password lock-out
In its Class of Service each mailbox is assigned a maximum number of incorrect password attempts. CallPilot records the number of incorrect attempts from the last time the mailbox was accessed successfully. If the number is exceeded, the mailbox owner is “locked-out”. The mailbox cannot be opened until the password is reset. Refer to
“To reset a mailbox password” on page 35 .
Password expiry
In its Class of Service each mailbox is assigned the maximum number of days a password remains active. If the maximum number of days is exceeded, the mailbox password expires. The mailbox owner can open the mailbox, but cannot access messages or perform other mailbox functions until they change the password. Unless the telephone has a two-line display, this announcement plays when the mailbox is opened after the password expires:
“Your current password has expired. You must change your password.
Please enter your new password and press
£.”
After the new password is entered the mailbox returns to normal operation.
Note: Set the Class of Service for password expiry to a low value so that mailbox owners must change their password frequently. Mailboxes with a Class of Service with a high or indefinite password expiry interval setting have an increased likelihood of unauthorized use of the CallPilot or Business Communications Manager 2.5 system.
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Chapter 4 Working with mailboxes 35
Changing mailbox settings
After you add a mailbox, you can:
• reset the mailbox password
• change the mailbox properties
• edit a Class of Service
To reset a mailbox password
1 Click the Mailbox Admin heading.
The Mailbox List page appears.
2 Click the Reset Password link for the mailbox you want to reset the password for.
A message appears that asks you to confirm your request to change the password.
3 Click the OK button.
Note: Reset a password only if the mailbox owner forgets it or is “locked-out”. The password for the reset mailbox is 0000. Mailbox owners cannot access their messages until they change the default password. After you reset a mailbox password, tell the mailbox owner to change the default password as soon as possible. While the mailbox has the default password, the mailbox is vulnerable to unauthorized access.
To change mailbox properties
1 Click the Mailbox Admin heading.
The Mailbox List page appears.
2 Click the Change link of the mailbox you want to modify.
The page appears for the mailbox you select.
3 Modify the properties you want to change.
For more information on mailbox properties, refer to
“Mailbox properties” on page 24
.
4 Click the Submit button.
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36 Chapter 4 Working with mailboxes
Editing a Class of Service
For information on the Class of Service settings, refer to
“Mailbox Class of Service” on page 22 .
To edit a Class of Service
1 Click the Mailbox Administration heading.
2 Click the Class of Service link.
The Class of Service page appears.
3 Click the Change link for the Class of Service you want to change.
The Class of Service page appears for the Class of Service you select.
4 If you want to change the name, in the Name box type the new name.
5 If you want to change the maximum mailbox message time, in the Max Mailbox Msg Time box type a value from 1 - 180 minutes.
6 If you want to change the maximum message length, in the Max Message Length box type a value from 1 - 60 minutes if you use Business Communications Manager, or 1 - 30 minutes of you use CallPilot 150.
7 If you want to change the message retention period, in the Message Retention Period box type a value from 1 - 365 days, or type 0 if you do not want messages to be purged.
8 If you want to change the maximum greeting length, in the Max Greeting Length box type a value from 1 - 30 minutes.
9 If you want change the Off-premise Message Notification setting, select or clear the Enable
Off-premise Msg Notification check box.
10 If you want to change the amount of time between retry intervals for message delivery, in the
Retry Intervals box type a value from 1 - 120 minutes.
11 If you want to change the maximum number of attempts for message delivery, in the Max
Number of Attempts box type a value from 1 - 20.
12 If you want to change the Outbound Transfer setting, select or clear the Enable Outbound
Transfer check box.
13 If you want to change the maximum number of incorrect password attempts, in the Max
Incorrect Password Attempts box type a value from 4 - 20.
14 If you want to change the password expiry setting, in the Password Expiry box type a value from 1- 365 days, or type 0 if you do not want the password to expire.
15 If you want to change the networking setting, select or clear the Enable Networking check box. This check box appears only if the Message Networking option is installed.
16 If you want to change the personal attendant setting, select or clear the Enable Personal
Attendant check box.
17 If you want to change the record call setting, select or clear the Enable Record Call check box.
18 If you want to change the prompt language, select a language from the Prompt Language list box.
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Chapter 4 Working with mailboxes 37
19 If you want to change the user interface and you use a Norstar phone system, select a user interface from the User Interface list box.
20 Click the Submit button.
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.
If you are deleting a mailbox associated with a CCR Tree, make sure you remove the mailbox from the CCR Tree first. If you do not delete the mailbox, the message Mbox in CCR appears on your display.
You cannot delete a mailbox if:
• it is currently in use
• it is a target in the CLID table or a CCR Tree
• it is used as a skillset mailbox
• it is the System Administrator or the General Delivery Mailbox
To delete a mailbox
1 Click the Mailbox Administration heading.
The Mailbox List page appears.
2 Click the Delete link for the mailbox you want to delete.
A message appears that asks you to confirm the deletion.
3 Click the OK button.
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38 Chapter 4 Working with mailboxes
About Group Lists
With Group Lists you can send messages to multiple recipients. 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:
• the Group List name – maximum 16 characters long
• the mailbox numbers to include in the group
After you create a Group List, you can change the mailboxes included in the list, record a new list name, view the Group List, or delete the Group List.
About Group List Numbers
During system installation, a number from 0 to 9 (default 9) is assigned as the Group List leading digit. For example, the default Group List numbers are 901 to 999. If the leading digit is 5, the
Group List numbers are 501 to 599. Group List numbers are three digits long.
You can change the Group List leading digit. For more information on changing the Group List leading digit, refer to
“Setting the system properties” on page 87
.
The Group List number acts like a mailbox number when you leave a message for the mailboxes in the Group List. The table below shows two sample Group Lists.
This table shows an example of a Group List
Group List number
901
902
Name
Sales
Shipping
Mailbox number
224
223
233
227
221
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Chapter 4 Working with mailboxes 39
Adding a Group List
A mailbox must be initialized before you can add it to a Group List. For how to initialize a
mailbox, refer to “Initializing a mailbox” on page 27 .
To add a Group List
1 Click the Mailbox Administration heading.
2 Click the Group Lists link.
The Group Lists page appears.
3 If the Fax option is installed, select either Fax or Voice as the type of Group List you are adding. Fax is not available on CallPilot 150.
4 Click the Add button.
The Group List Properties page appears.
5 Click the Voice button and follow the steps in
“Recording greetings and prompts” on page 41 to record a spoken Group
List name from your computer or
follow the steps in “Importing a greeting or prompt” on page 43 to select a previously recorded
Group List name.
6 In the Display Name box, type the new Group List name.
7 Click the Submit button.
The Group Lists page appears with the new Group List added.
8 Click the Members link.
The Members List page appears.
9 Click the Add button.
The Add Members page appears.
10 Select each mailbox that you want to add to the Group List.
11 Click the Submit button.
The Members List page appears, showing the mailboxes you selected.
12 Click the Close button.
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40 Chapter 4 Working with mailboxes
Changing a Group List
You can change a Group List name and members at any time. 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. For more information, refer to
“Adding a Group List” on page 39
.
To change a Group List
1 Click the Mailbox Administration heading.
2 Click the Group Lists link.
The Group Lists page appears.
3 If you want to change the Group List recording:
• Click the Change link
•
Follow the steps in “Recording greetings and prompts” on page 41
4 If you want to change the Group List display name:
• Click the Change link
• In the Display Name box type the new Group List name
5 If you want to change the Group List members:
• Click the Members link.
• Click the Add button.
• Select the members you want to add.
• Click the Submit button.
• Click the Close button.
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41
Chapter 5
Recording greetings and prompts
Recording greetings and prompts
With CallPilot Manager you can:
• record and listen to greetings and prompts from a telephone handset
• export greetings and prompts (available on Business Communications Manager 2.5 only)
• use computer files as greetings or prompts (available on Business Communications Manager
2.5 only)
With CallPilot Manager you can record and import:
• Automated Attendant prompts and greetings.
See
“Recording a Company Greeting” on page 48
and
“Recording a Custom Menu” on page 52
• Group List names.
See
“Adding a Group List” on page 39
• CCR prompts and greetings.
See
“Creating a Home node” on page 65
“Adding nodes to the Home node” on page 69 and
“Adding an Information mailbox” on page 31
To record a greeting or prompt
For best results, use a telephone that is attached to the same switch as your voicemail system.
Avoid using wireless telephones.
1 Click the Voice link.
The page you can record greetings and prompts from appears.
2 In the Connect to box, type the extension number or telephone number you are using to record the greeting or prompt.
For a local extension, just type the extension number. For a telephone number that is not a local extension, type the sequence of digits that dial the telephone number from the voicemail system. For example, you might need to dial 9, the area code, and then the telephone number.
3 Click the Record button.
The telephone rings.
4 Pick up the handset. Do not use Handsfree. After the tone, record your greeting or prompt.
5 After you finish recording, click the Stop button.
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42 Chapter 5 Recording greetings and prompts
6 To listen to the prompt, click the Play button or to save the recording, click the Save button.
The recording replaces the original prompt or greeting.
7 Click the Close button and replace the telephone handset.
You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset. The next time you use Play or Record, the phone number shown in the Connect to box is dialed. You do not need to hang up each time. The connection remains for several minutes, even if you close the window. You can access another greeting or prompt without having to re-answer your telephone. The connection disconnects after several minutes of inactivity, or if you log off
CallPilot Manager.
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Chapter 5 Recording greetings and prompts 43
Importing a greeting or prompt
If you use Business Communications Manager 2.5, you can import a previously recorded greeting or prompt. You cannot import a previously recorded greeting or prompt if you use CallPilot 150.
To import a previously recorded greeting or prompt
1 Click the Voice link.
2 If you know the location of the greeting or prompt, in the Import box type the location of the file and click the Send button or if you do not know the location of the greeting or prompt, at the Import option click the
Browse button and follow steps 3 to 6.
The Open dialog box appears.
3 From the Look in list, select the location of the file.
4 In the File name box, type the file name.
5 From the Files of type list, select the file type.
6 Click the Open button.
7 Click the Send button.
8 To play the greeting or prompt, in the Connect to box type an extension or telephone number and click the Play button.
Your telephone rings.
9 Answer the phone to listen to the greeting or prompt.
10 Click the Save button to save the greeting or prompt.
The greeting or prompt that you save replaces the original prompt or greeting.
11 Click the Close button and replace the telephone handset.
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44 Chapter 5 Recording greetings and prompts
Exporting a greeting or prompt
If you use Business Communications Manager 2.5, you can export a previously recorded greeting or prompt to a computer file in WAV or in its native format. You cannot export a previously recorded greeting or prompt if you use CallPilot 150.
Export the greeting or prompt in its native format if you want to re-import the file later. You can re-import the file to your system or another voicemail system. Export the file in its native format if you want to use the same company greetings or Auto Attendant prompts at different company locations. If you keep the file in its native format, you avoid converting the file to another format, which can lessen its sound quality.
Export the greeting or prompt in WAV format if you want to edit the sound file on your computer.
To export a previously recorded greeting or prompt
1 Click the Voice link.
2 At the Export option click either the Native Encoding or WAV Encoding link.
The File Download dialog box appears.
3 Click Save this file to disk and click the OK button.
The Save As dialog box appears.
4 From the Save in list box, navigate to where you want to save the file and click the Save button.
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Chapter 6
Setting up the Automated Attendant
About the Automated Attendant
The Automated Attendant answers your company’s incoming telephone 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. For example, you can program the system so that callers hear one greeting when they call the sales line, and a different greeting when they call the customer support line. The Greeting Table parameters control the Auto Attendant. Greeting Table parameters include custom prompts, and whether outside callers hear the Auto Attendant menu or a Custom Call Routing menu.
After the greeting, the Automated Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone. If you want to offer a greater range of options and services for incoming calls, you can assign a Custom Call Routing (CCR) menu to play instead of the Automated Attendant Menu. See
“Planning a CCR Tree” on page 61 for information on
creating a CCR menu.
Automated Attendant answering overview
Incoming call
Receptionist answers
Automated Attendant answers
Company Greeting plays
Custom Call Routing
Home Menu options play
Automated Attendant
Menu options play
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46 Chapter 6 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 store a total of 40 Company Greetings, but only four greetings can be assigned to a
Greeting Table at any one time. You can assign the same four greetings to each table, or you can assign unique greetings for each table.
This table shows an example of how you can assign Greetings.
Greeting Type
Morning
Afternoon
Evening
Non-business
Morning
Afternoon
Evening
Non-business
Table 1
Greeting 1
Greeting 2
Greeting 3
Greeting 4
Greeting 17
Greeting 18
Greeting 19
Greeting 20
Table 2
Greeting 5
Greeting 6
Greeting 7
Greeting 8
Greeting 21
Greeting 22
Greeting 23
Greeting 24
Table 3
Greeting 9
Greeting 10
Greeting 11
Greeting 12
Greeting 25
Greeting 26
Greeting 27
Greeting 28
Table 4
Greeting 13
Greeting 14
Greeting 15
Greeting 16
Greeting 29
Greeting 30
Greeting 31
Greeting 32
We recommend using greetings 1 through 16 as your daily business greetings, and greetings 17 through 40 as special greetings.
Each Greeting Table is divided into four times of day.
This table shows the default times of day.
Greeting Type
Morning
Afternoon
Evening
Non-business
Default start times
12:00 midnight
12:00 noon
6:00 pm
6:00 pm
If default hours are used, the Evening Greeting is not played.
You can turn the Non-business Greeting on and off using the Business Status feature. For information about setting the Business Status refer to
Business Status” on page 106 .
Greeting Tables using the alternate language
If you use primary and alternate languages, we recommend that you assign one Greeting Table to the alternate language. For example, if your company has two incoming lines and you want to have one line assigned to the alternate language, assign the line to the Greeting Table that has greetings recorded in the alternate language. You can record greetings 5, 6, 7 and 8 in the alternate language and assign the greetings to Greeting Table 2 for line 2.
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Chapter 6 Setting up the Automated Attendant 47
About Company Greetings
Before you record your Company Greetings, decide what type of greetings you want to use for the incoming telephone lines, and what you want the greetings to say. There are four greeting times that reflect the Morning, Afternoon, Evening and Non-business hours. You can prepare four greetings, or you can use the same greeting for each time of day. As you record the greetings, number them from 1 to 4.
An example greeting for each time of day:
1 Morning Greeting: “Good morning. You have reached Touchstone Marketing.”
2 Afternoon Greeting: “Good afternoon. You have reached Touchstone Marketing.”
3 Evening Greeting: “Good evening. You have reached Touchstone Marketing.”
4 Non-business Greeting: “You have reached Touchstone Marketing. Our business hours are
Monday to Friday from 8:00 a.m. to 5:00 p.m. Please stay on the line and leave a message.
Thank you for calling.”
Greetings 1 through 4 are assigned by default to all Greeting Tables. This means that Greeting 1 plays as the Morning Greeting for Greeting Table 1, 2, 3 and 4.
If you use only one Greeting Table, the numbered greetings you record from 1 to 4 play automatically. You do not have to assign Greetings 1 to 4 to the table, but you must select the language preference.
If you use a Primary and Alternate Language, record the option
· instruction in the Alternate
Language. For example, if you use English as your Primary Language and French as your
Alternate Language, your main greeting can be in English and the option
· instruction can be in
French. For example:
“Good morning. This is Touchstone Marketing. To use our voice messaging service in French, please press
·.”
Since the default Automated Attendant Menu prompt does not announce an Alternate Language option, in your greeting you must tell callers to press
· to use the Alternate Language.
Company Greetings can be 0 to 10 minutes in duration. If you need to change the greeting duration, you must change the Class of Service assigned to the System Administrator Mailbox. For
information on how to change the setting, refer to “Changing mailbox settings” on page 35 .
After you decide what you want your greetings to say, practice recording them. Remember to speak slowly and clearly at a speed that is easy to understand.
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48 Chapter 6 Setting up the Automated Attendant
Recording a Company Greeting
To record a Company Greeting
1 Click the Auto-Attendant heading.
2 Click the Company Greetings link.
The Company Greetings screen appears.
3 Click the Voice link for the greeting you want to record and follow the steps in
“Recording greetings and prompts” on page 41 to record a greeting from
your computer or
follow the steps in “Importing a greeting or prompt” on page 43 to select a previously recorded
greeting.
Setting up a Greeting Table
To set up a Greeting Table, complete the following procedures to:
• assign a greeting to a Greeting Table
• assign a CCR Tree to a Greeting Table
• set the business hours
• assign a language preference
• assign a Greeting Table Attendant
• assign a key that lets callers repeat the current menu
• record Custom Menu prompts if you want to replace the default Auto Attendant Menu
Note: You must build a CCR Tree before you can assign it. For more information, refer to
“Planning a CCR Tree” on page 61
.
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Chapter 6 Setting up the Automated Attendant 49
Assigning greetings to Greeting Tables
For each Greeting Table you can assign what greeting plays and what CCR Tree calls route to, depending on the time of day. You do not have to assign a CCR Tree to a Greeting Table, but if want to assign a CCR Tree to a Greeting Table you must build it first.
If you do not assign a CCR Tree to a Greeting Table, the caller hears the greeting you assign, then hears the Automated Attendant menu prompt. If you assign a greeting and a CCR Tree to a
Greeting Table, the caller hears the greeting you assign and then is routed to a CCR Tree.
To assign greetings to a Greeting Table
1 Click the Auto-Attendant heading.
2 Click the Greeting Tables link.
The Greeting Tables page appears.
3 Click the Change link for the Greeting Table you want to change.
The Greeting Table Setup page appears.
4 From the Morning, Afternoon, Evening and Non-business list boxes, select the greeting numbers you want to use.
5 From the CCR Tree list boxes, select the CCR Tree you want calls to route to for each time of day. If you do not want calls to route to a CCR Tree, select None.
Setting the business hours
Setting the Business Hours determines when each greeting is played on the Greeting Tables.
Business Hours are divided into Morning, Afternoon, Evening, and Non-business hours for each of the seven days of the week for each Greeting Table.
To set the business hours
1 Click the Auto-Attendant heading.
2 Click the Greeting Tables link.
The Greeting Tables page appears.
3 Click the Change link for the Greeting Table you want to change.
The Greeting Table Setup page appears.
4 For the day of the week you want to configure, type a start time in the Morning, Afternoon,
Evening and Non-business boxes.
5 Click the Submit button.
For days that your business is not open, set all the start times to 12:00 a.m. (midnight). The
Non-business greeting plays throughout the day. You can turn the Non-business greeting on and off using the Business Status feature. If the Business Status is Off, the Non-business greeting plays until the Business Status is On. For information on the Business Open setting, see
Business Open setting” on page 101 .
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Assigning a Greeting Table Attendant
The Greeting Table Attendant overrides the designated Operator. If the Attendant does not answer, the call goes to the Attendant extension. If you do not specify an Attendant extension, the call goes to the General Delivery Mailbox.
To assign a Greeting Table Attendant
1 Click the Auto-Attendant heading.
2 Click the Greeting Tables link.
The Greeting Tables page appears.
3 Click the Change link for the Greeting Table you want to assign the Greeting Table Attendant to.
The Greeting Table Setup page appears.
4 In the Attendant Extension box, type the extension of the Greeting Table Attendant.
5 Click the Submit button.
Assigning a language preference
After you assign greetings to the Greeting Table, assign the language preference. You can change the language preference any time. You can set the language preference for each Greeting Table.
This setting determines which language the Automated Attendant uses when answering incoming calls. If the CallPilot Bilingual Option is set to No, do not assign a language preference.
To assign a language preference
1 Click the Auto-Attendant heading.
2 Click the Greeting Tables link.
The Greeting Tables page appears.
3 Click the Change link for the Greeting Table you want to change.
The Greeting Table Setup page appears.
4 From the Language Preference list box, select Primary to use the Primary Language or select Alternate to use the Alternate Language.
5 Click the Submit button.
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Assigning a menu repeat key
Choose a digit that lets callers repeat the current menu prompt. The Menu Repeat Key takes priority over any CCR menu items the are already configured, and applies to all CCR Trees in the
Greeting Table. If you choose 0 as the Menu Repeat Key, it prevents callers from being able to revert to the Attendant, in favor of Menu Repeat.
To assign a menu repeat key
1 Click the Auto-Attendant heading.
2 Click the Greeting Tables link.
The Greeting Tables page appears.
3 Click the Change link for the Greeting Table you want to change.
The Greeting Table Setup page appears.
4 From the Menu Repeat Key list box, choose a digit that lets callers repeat the current menu prompt.
5 Click the Submit button.
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Automated Attendant Menu
The Automated Attendant Menu plays after the Company Greeting, and when a mailbox owner accesses the Automated Attendant.
The default Automated Attendant Menu prompt is: “Using the dialpad, please enter the extension you wish to call. To use the directory, press
£ . To leave a message, press • . To reach an
Operator, press
‚ .”
Recording a Custom Menu
If the Automated Attendant Menu prompt is set to No, you must record a Custom Menu prompt to replace the prerecorded one. You can record a prompt from your computer or your telephone handset, or you can select a previously recorded prompt.
With a Custom Menu prompt you can provide callers with a list of options such as choosing the
Alternate Language, accessing the Company Directory or reaching an Operator. Each Greeting
Table has two Custom Menu prompts: one for a Primary prompt and one for an Alternate prompt.
Note: We recommend that you record prompts that are at least eight seconds long.
To record a Custom Menu prompt
1 Click the Auto-Attendant heading.
2 Click the Greeting Tables link.
The Greeting Tables page appears.
3 Click the Change link for the Greeting Table you want to change.
The Greeting Table Setup page appears.
4 At the Custom Automated Attendant Menu Prompts option, select the Enable check box.
5 To record the primary and the alternate prompts, click the Voice button and follow the steps in
“Recording greetings and prompts” on page 41 to record a greeting
or
follow the steps in “Importing a greeting or prompt” on page 43 to select a previously recorded
greeting.
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Configuring line answering
The system can answer all your incoming lines, or just the lines you specify. Before the system can answer an incoming line, you must assign the line and set the Answer status to Yes. Each line you configure is answered by Greeting Table 1 unless you specify another table.
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.
For lines equipped with Calling Line Identification (CLID), you must assign the number of rings to two or more. CLID is not provided until just prior to the second ring, so assigning the number of rings to 0 or 1 prevents CLID from being relayed. Without CLID, personalized greetings, CLID
Routing Table and other features related to CLID do not work.
For more information about line answering, refer to
“Changing the Answer Lines Status” on page
.
To configure answering for one line
1 Click the Auto-Attendant heading.
2 Click the Lines Administration link.
The Lines Administration page appears.
3 Click the Change link for the Line you want to change.
The Line Properties page appears.
4 From the Answer Mode list box, select Auto Attendant.
5 In the Table/Queue Number box, type the Greeting Table number you want to assign to the line selected.
6 In the Number of Rings box, select the number of rings before CallPilot answers.
7 Click the Submit button.
To configure answering for several lines
1 Click the Auto-Attendant heading.
2 Click the Change Many Lines link.
The Change Many Lines page appears.
3 In the From and the To boxes, type the range of lines you want to configure answering for.
4 From the Answer Mode list box, select Auto-Attendant, Call Center or None.
5 In the Table/Queue Number box, type the Greeting Table number you want to assign to the lines.
6 In the Number of Rings box, select the number of rings before the system answers.
7 Click the Submit button.
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Setting the Automated Attendant properties
The Auto Attendant properties control system-wide Auto Attendant properties.
To set the Auto Attendant properties
1 Click the Auto-Attendant heading.
2 Click the General Properties link.
The Auto-Attendant Properties page appears.
3 Set the properties that apply to all Greeting Tables:
Return to Auto-Attendant
Touchtone Gate
Determines what happens after a caller listens to an Information mailbox or leaves a message.
If you select the Return to AA check box, the caller returns to the main
Auto Attendant prompt and can make another selection. If you do not select Return to AA, the caller disconnects after completing the action.
Determines whether Touchtone Gate is used and whether a Standard or Custom greeting is used. For information about Touchtone Gate refer to
“About Touchtone Gate” on page 55
.
None : Disables Touchtone Gate and sends callers from the Company
Greeting to the Auto Attendant or the CCR Tree set in the Greeting
Table.
Standard : After they hear the Company Greeting, callers must press an indicated key if they have tone capability. Callers transfer to the
Auto Attendant or Custom Call Routing Tree specified by the Greeting
Table. If they do not respond, callers go to the system attendant. If there is no system attendant, callers go to the General Delivery
Mailbox. If the General Delivery Mailbox is disabled the call disconnects.
Greeting 1 - 40 : Uses a custom greeting instead of the standard greeting. Select a Company Greeting that is not used in any Greeting
Table. We suggest Greeting 40 as the default.
Set Touchtone Gate to None if most callers have tone capability.
Use Standard or Custom only in areas where most callers do not have tone capability.
4 Click the Submit button.
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Chapter 6 Setting up the Automated Attendant 55
About 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
⁄ now. If you are a pulse dialing caller or if you are calling from a rotary dial phone, please hold and you will be transferred.”
Note: If you want to use a custom prompt, you must record it before you enable
Touchtone Gate. It is recommended that you use Greeting 40 as the custom Touchtone
Gate prompt. When Touchtone Gate is enabled, Greeting 40 is the default custom prompt. For more information on recording Greetings, refer to
.
When the tone for 1 is received, the call goes to the Automated Attendant or CCR Tree. If no tone is received, the call is sent back to the receptionist or designated Operator specified by the
Greeting Table. If the attendant is not available, the call is directed to the General Delivery
Mailbox. If the General Delivery Mailbox is not available, the call is disconnected.
The Touchtone Gate voice prompt is not played to internal callers or callers using Feature 981 or
Feature 986.
If you disable Touchtone Gate, re-record the Company Greeting to include “If you are calling from a tone dial telephone, please dial the extension number or press
£ for the company directory. If not, please hold and you will be transferred to the operator.”
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About the CLID Routing Table
Set up a CLID Routing Table to control how calls are routed based on their Caller Identification.
The CLID Routing Table routes recognized incoming telephone numbers to the appropriate destinations. You can set up the CLID Routing Table to direct frequent callers to a specific extension or mailbox, CCR Tree or Greeting Table. 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 an entry in the CLID Routing Table, the call is directed according to the CLID Routing Table rather than the Greeting Table. After the call is directed, the call disconnects or returns to the routing according to the Return to Auto-Attendant setting. For more information about the Return to Auto-Attendant setting, refer to
Automated Attendant properties” on page 54
.
You can record your CLID Routing Table entries in the table CLID Routing Table section of the
CallPilot Programming Record.
Telephone numbers in the CLID Routing Table are sorted in numerical order, from the longest number to the shortest. For example:
Destination number Table entry
1 313
2
3
416598
416
4
5
5198853895
519
Incoming call example
Incoming number 3148888 does not match any destination.
Incoming number 4165981111 matches destination 2.
Incoming number 4169998888 matches destination 3.
Incoming number 5198853895 matches destination 4.
Incoming number 5198853896 matches destination 5.
For the CLID Routing Table to work, your company must:
• subscribe to CLID services from your local telephone company
• have the appropriate hardware for your systems (for example, a CI Trunk cartridge)
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Chapter 6 Setting up the Automated Attendant 57
Setting up a CLID Routing Table
Setting up a CLID Routing Table involves:
• entering a telephone number
• assigning a destination such as a Greeting Table, mailbox, extension, or a CCR Tree or node
Note:
For more information on assigning a CCR Tree destination refer to “Making a
CCR Tree a destination in the CLID Routing Table” on page 73 .
To add a telephone number to the CLID Routing Table
1 Click the Auto-Attendant heading.
2 Click the CLID Routing Table link.
The CLID Routing Table page appears.
3 Click the Add button.
The CLID Setup page appears.
4 In the Calling Line ID box type the telephone number you want to add.
5 At the Transfer To option, assign how you want the telephone number to transfer. If you want calls from this number to transfer to:
• a Greeting Table, select the Greeting Table option and from the list box select a Greeting
Table number
• an extension, select the Extension option and in the box type the destination extension number
• a mailbox, select the Mailbox option and in the box type the destination mailbox number
• a CCR Tree, select the CCR Tree option, from the list box select the CCR Tree number.
You can leave the Path box empty to route the caller to the Home node of the Tree. To route the caller to a specific node of a Tree, in the Path box type the sequence of digits the caller presses to go from the Home menu to the target node.
6 Click the Submit button.
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Editing telephone numbers in the CLID Routing Table
To change a telephone number in the CLID Routing Table
1 Click the Auto-Attendant heading.
2 Click the CLID Routing Table link.
The CLID Routing Table page appears.
3 Click the Change link for the entry you want to change.
The CLID Setup page appears with the telephone number in the Calling Line ID box.
4 Edit the entry by changing the telephone number in the Calling Line ID box or by changing the transfer options for the number.
5 If you want to change the transfer option for the telephone number, at the Transfer To option assign how you want the telephone number to transfer. If you want calls from this number to transfer to:
• a Greeting Table, select the Greeting Table option and from the list box select a Greeting
Table number
• an extension, select the Extension option and in the box type the destination extension number
• a mailbox, select the Mailbox option and in the box type the destination mailbox number
• a CCR Tree, select the CCR Tree option, from the list box select the CCR Tree number, and in the Path box type the path the caller must follow.
6 Click the Submit button.
To delete a telephone number from the CLID Routing Table
1 Click the Auto-Attendant heading.
2 Click the CLID Routing Table link.
The CLID Routing Table page appears.
3 Click the Delete link for the entry you want to delete.
A message appears that asks you to confirm the deletion.
4 Click the OK button.
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Chapter 7
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 more choices. Callers who reach a CCR Tree hear the CCR Home node immediately after the Company Greeting.
CCR Trees contain paths that callers navigate using their telephone dialpad. By selecting an option from the prompts callers can:
• hear an Information Message
• leave a message in a mailbox
• transfer to an extension or an external number
• go to a sub-menu
Custom Call Routing overview
Incoming call
Receptionist answers
Automated Attendant answers
Company Greeting plays
Custom Call Routing
Home node options play
Automated Attendant menu options play
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. You can have up to eight CCR Trees on your system. After you build a CCR
Tree you must assign it to a Greeting Table.
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The Greeting Table specifies which CCR Tree plays to callers. After callers hear the Company
Greeting and the optional Touchtone Gate, they hear the Home node of the CCR Tree instead of the Auto Attendant menu.
The Home node for a CCR Tree can be:
• a menu with choices that lead to other menus, announcements, mailboxes or transfers
• an Information node that plays an announcement
• a Transfer node that transfers callers to an extension or external number
• a Mailbox node that sends callers to a mailbox
Callers navigate through the CCR Tree using their telephone keypad to respond to prompts.
While they listen to a menu callers can:
• choose a menu option by pressing a single digit
• transfer to an extension by entering the extension number
• transfer to a mailbox by pressing * and the mailbox number
• use the Company Directory by pressing #
• transfer to the operator
• switch languages
Example of a Home node
Company Greeting
This is Ideal Office Machines. Our business hours are from
9:00 a.m. to 5:00 p.m. Monday to Friday.
Home node
To place an order, press
⁄.
To add your name to our mailing list, press
¤.
To reach our Sales Department, press
‹.
To speak with our Support Office, press
›.
To speak with our receptionist, press
‚ .
The call is forwarded to the destination the caller chooses.
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Planning a CCR Tree
To plan a CCR Tree:
1 Identify the frequently called departments and extensions.
2 Determine which goods and services you want to promote in Information mailboxes.
3 Create mailboxes callers can leave messages in.
4 Decide what type of Home node you should create.
5 Determine destination types.
6 Record prompts and messages. By default, a caller can press
· to hear prompts in an alternate language or
‚ to reach an Operator. These options are not included unless you record them as part of the Home node prompt.
About CCR Tree structure
Home node
After the Company Greeting, a caller hears the Home node message for the CCR Tree. A Home node can offer up to eight options. Callers can select options such as:
• listening to an Information Message in primary or alternate language
• leaving a message
• transferring to an extension or an external number
• choosing from a sub-menu
By default, 0 is reserved for reaching the Operator, and 9 offers the menu in the alternate language.
The Home node is on Level 0. As sub-menus are added to one another, the caller progresses through the levels of the CCR Tree. You can create up to 11 levels (from 0 to 10).
For an example of Paths through a CCR Tree, refer to
“An example of a CCR Tree” on page 64 .
Information Message
An Information Message is a message you record to tell callers about goods or services available from your company. You can tell callers about information such as sales, specials, company events, business hours, price lists, and shipping times. For example:
We’re pleased to announce the arrival of the new FaxEasy line of fax machines. FaxEasy is easy to operate and produces top quality fax images at an affordable price.
You must create Information mailboxes before you can add an Information Message to a CCR
Tree.
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The Home node can be an Information Message
You can program the Home node to play an Information Message. For example:
Come celebrate with us! It’s time for Ideal Office Machines’ annual get-to-know-our-customers picnic. The annual picnic is on the first Sunday of August from 1:00 to 5:00 p.m. in Thompson
Park. See you there.
If the Home node is an Information Message, the caller disconnects at the end of the message. The other destination types do not apply. For more information on destination types refer to
.
Using an alternate language for the Home node prompt
If you record an Alternate Language Home node prompt, you must tell callers about the Alternate
Language option in the Home node message. In the Primary Language Home node prompt tell callers to press
· if they want to hear the message in the Alternate Language. For example:
To hear this message in [the Alternate Language] press
·
. To place an order press
⁄. To add your name to our mailing list press
¤. To reach our sales department press ‹. To speak with the receptionist press
‚.
Sub-menu
A sub-menu is any menu that callers hear after the Home node. Sub-menus can lead to other sub-menus.
A sub-menu is a prompt that provides callers with another list of options. For example, from the
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 ‚.
Mailbox node
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. Thank you.
Transfer node
A Transfer node transfers callers to an extension or an external number.
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Destination
The destination is where callers go after they listen to an Information Message or leave a message in a mailbox. Each Information Message and Mailbox node must have a destination:
• Previous: returns the caller to the previous menu
• Home: returns the caller to the Home node
• Disconnect: disconnects the call
You can assign destinations only to Information Messages and Mailbox nodes. To see how
destinations are used in a CCR Tree, refer to “An example of a CCR Tree” on page 64 .
Paths
A Path can be a series of menus, Information Messages, Mailboxes or Transfers. A Path number is the digit that callers press to go to the next level in a CCR Tree. To see how paths route callers through a CCR Tree, refer to
“An example of a CCR Tree” on page 64 .
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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
›
To speak to our receptionist press
‚
⁄ ¤ ‹ ›
Sub-menu
To place an order press
⁄
To speak to the order desk press
¤
Mailbox Sub-menu
Transfer
To be included on our mailing list leave your name and address after the tone .
Destination: PREV
To leave an order request press
⁄
To speak to the sales manager press
¤
To hear about our sales contest press
‹
Transfers the call to the Service department.
⁄
Information message
Our weekly specials are...
Destination:
PREV
¤ ⁄ ¤ ‹
Transfer
Transfers the call to the order desk.
Mailbox
Leave your contact information and a sales person will contact you.
Destination: DISC
Transfer Information message
Transfers the call to the sales manager.
Ideal Office
Machines is having a sales contest...
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Chapter 8
Working with CCR Trees
Building a CCR Tree
You can record your CCR Tree programming in the CCR Tree section of the CallPilot
Programming Record.
To build a CCR Tree:
1 Create the Home node. The Home node can be a Menu node, an Information node, a Transfer node or a Mailbox node:
• if you want to give callers a list of options, create a Home menu node
• if you want callers hear an announcement and then be disconnected, create an Information node
• if you want callers to transfer to an extension or external telephone number, create a
Transfer node
• if you want callers to be sent to a mailbox to leave a message, create a Mailbox node that is assigned to a Subscriber mailbox
You can also save programming time by basing a new CCR Tree on another Tree and changing the nodes. For more information refer to
“Copying a CCR Tree” on page 68 .
2 Assign the CCR Tree to a Greeting Table.
You can assign a CCR Tree for each time of day.
3 Test the CCR Tree.
Creating a Home node
Begin to build a new CCR Tree by creating a Home node.
Creating a Home Menu node
Create a Home menu node if you want to give callers a list of options. You must create a Home
Menu node if you want the CCR Tree to have more than one node.
To create a Home menu node
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3 From the Create Options option, select Home Menu Node.
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4 Click the Submit button.
The CCR Tree Properties page shows the new CCR Tree.
5 Click the Change link for the CCR Tree.
The CCR Menu Node Properties page appears.
6 In the Caption box, type a caption name, such as List of options, if the Home node is a menu.
7 To record the Home node primary and alternate prompts or select previously recorded prompts, click the Voice button and follow the steps in
“Recording greetings and prompts” on page 41 to record a prompt
or
follow the steps in “Importing a greeting or prompt” on page 43 to select a previously recorded
prompt.
8 Click the Submit button.
Creating a Home Information node
Create a Home Information node if you want callers hear an announcement and then be disconnected.
To create a Home Information node
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3 From the Create Options option, select Home Information Node.
4 Click the Submit button.
The CCR Tree Properties page shows the new CCR Tree.
5 Click the Change link for the CCR Tree.
The CCR Info Node Properties page appears.
6 In the Caption box type a name for the Information node, such as Sales.
7 To record the Information node primary and alternate messages or select previously recorded messages, click the Voice button and follow the steps in
“Recording greetings and prompts” on page 41 to record a message
or
follow the steps in “Importing a greeting or prompt” on page 43 to select a previously recorded
message.
8 Click the Submit button.
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Creating a Home Transfer node
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3 From the Create Options option, select Home Transfer Node.
4 Click the Submit button.
The CCR Tree Properties page shows the new CCR Tree.
5 Click the Change link for the CCR Tree.
The CCR Transfer Node Properties page appears.
6 In the Caption box type a name for the Transfer node, such as Sales.
7 From the Outdial Method list box select an outdial method.
The outdial method is the telephony resource that is used to transfer the call:
• Select Line to use an external line to transfer the caller to an external telephone number, and enter the line number you want to use.
• Select Pool to use a line pool to transfer the caller to an external telephone number and enter the Line Pool number you want to use.
• Select Route to use a Routing Code to transfer the caller to an external telephone number.
• Select Intercom to transfer the caller to an extension.
8 In the Phone Number box, type the extension or external telephone number.
9 Click the Submit button.
Creating a Home Mailbox node
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3 From the Create Options option, select Home Mailbox Node.
4 Click the Submit button.
The CCR Tree Properties page shows the new CCR Tree. The default mailbox for a Home
Mailbox node is the General Delivery Mailbox.
5 Click the Change link for the CCR Tree.
The CCR Mailbox Node Properties page appears.
6 In the Mailbox Number box type the extension of the mailbox you want calls to transfer to.
7 Click the Submit button.
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Copying a CCR Tree
If you want to create a CCR Tree that is similar to another tree, you can copy a CCR Tree. This saves you programming time, because after you copy the CCR Tree you can change the necessary nodes.
To copy a CCR Tree
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3 Click the Copy of tree option.
4 From the Copy of tree list box select the number of the CCR Tree you want to copy.
5 Click the Submit button.
The CCR Tree Properties page appears.
6 Click the Change link for each node that you want to change the properties of.
After you make the changes to the CCR Tree, click the Close button.
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Adding nodes to the Home node
If you create a CCR Tree with a Home menu node, and you have more choices than fit conveniently in the Home node menu, you can create sub-nodes. To create sub-node menus, add a
Menu node to your Home node menu.
After you determine how many options to offer in a menu, you must determine where each option directs the caller.
After you assign a Menu sub-node, assign another set of options in the next level of tree depth.
Options for each menu can be:
• another Menu
• an Information mailbox
• a Transfer node
• a Mailbox node
You can assign up to eight options to each menu.
A Menu sub-node gives callers single-digit access to another list of options. For example, if your
Home node menu says:
To place an order press
⁄. To add your name to our mailing list press ¤. To reach our sales department press
‹. 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 ¤.
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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.
To add a Menu node
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Change link for the CCR Tree that you want to add a Menu node to.
The CCR Tree Properties page appears.
3 Click the Menu link.
The new Menu node appears on the CCR Tree Properties page.
4 Click the Change link for the Menu node.
The CCR Menu Node Properties page appears.
5 In the Caption box type a caption for the node.
6 To record the Primary and Alternate prompts, click the Voice button and follow the steps in
“Recording greetings and prompts” on page 41 to record a prompt from your computer
or
follow the steps in “Importing a greeting or prompt” on page 43 to select a previously recorded
prompt.
7 Click the Submit button.
Adding an Information node
An Information node is an Information mailbox that you add to a CCR Tree.
An Information mailbox can give callers information such as specials, company events, business hours or price lists.
To add an Information node
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Change link for the CCR Tree that you want to add an Information node to.
The CCR Tree Properties page appears.
3 Click the Information link.
The new Information node appears on the CCR Tree Properties page.
4 Click the Change link for the Information node.
The CCR Information Node Properties page appears.
5 In the Caption box type a caption that describes the information, for example, Store Location
and Hours.
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Chapter 8 Working with CCR Trees 71
6 From the Destination list box, select a destination. The destination is the location on the CCR
Tree that callers go to after the Information message plays:
• Previous: returns to the Previous menu node
• Home: returns the call to the Home node prompt
• Disconnect: disconnects the call
7 To record the Primary and Alternate prompts, click the Voice button and follow the steps in
“Importing a greeting or prompt” on page 43
to record a prompt from your computer or
follow the steps in “Importing a greeting or prompt” on page 43 to select a previously recorded
prompt. These prompts are the information message that the caller hears when they are routed to this node.
8 Click the Submit button.
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.
A mailbox cannot receive messages until it is initialized. For information on initializing
mailboxes, see “Initializing a mailbox” on page 27 .
To add a Mailbox node
Use a Mailbox node to transfer callers to a Subscriber, Information or Fax On Demand mailbox.
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Change link for the CCR Tree that you want to add a Mailbox node to.
The CCR Tree Properties page appears.
3 Click the Mailbox link.
The new Mailbox node appears on the CCR Tree Properties page.
4 Click the Change link for the Mailbox node.
The CCR Mailbox Node page appears.
5 In the Mailbox Number box type the mailbox number of the Subscriber, Information, or Fax on Demand mailbox you want the call to transfer to. You must create the mailbox before you can assign it to a Mailbox node.
6 From the Destination list box, select a destination. The destination is the location on the CCR
Tree that callers go to after they leave a message.
• Previous: returns to the Previous menu
• Home: returns the call to the Home node prompt
• Disconnect: disconnects the call
7 Click the Submit button.
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Adding a Transfer node
A Transfer node sends a call to an internal or an external number.
To add a Transfer node
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Change link for the CCR Tree that you want to add a Transfer node to.
The CCR Tree Properties page appears.
3 Click the Transfer link.
The new Transfer node appears on the CCR Tree Properties page.
4 Click the Change link for the Transfer node.
The CCR Transfer Node page appears.
5 In the Caption box type where you are transferring the caller to, for example Support Hotline.
6 From the Outdial Method list box select an outdial method.
The outdial method is the telephony resource that is used to transfer the call:
• Select Line to use an external line to transfer the caller to an external telephone number, and enter the line number you want to use.
• Select Pool to use a line pool to transfer the caller to an external telephone number and enter the Line Pool access code you want to use.
• Select Route to use a Routing Code to transfer the caller to an external telephone number.
• Select Intercom to transfer the caller to an extension.
7 In the Phone Number box, type the extension or external telephone number.
8 Click the Submit button.
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 phone number. Both lines are used while the caller connects to the external phone number. To optimize the use of external lines, the incoming line can be used to make the external transfer. This type of transfer is called a Link transfer.
Not all phone lines allow Link transfers. Ask your telephone service provider if your lines support
Link transfers before you program CallPilot to use Link transfers.
To perform a Link transfer for a CCR external transfer you must press
£ before the telephone number. For example, for the telephone number:
£fififi⁄¤‹› fififi⁄¤‹› is the telephone number dialed
For information on preventing unauthorized calls using outdialing, refer to “Outdial type” on page
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Chapter 8 Working with CCR Trees 73
Assigning a CCR Tree to a Greeting Table
Before incoming callers can access a CCR Tree, you must assign lines to a Greeting Table.
.
To assign a CCR Tree to a Greeting Table
1 Click the Auto-Attendant heading.
2 Click the Greeting Tables link.
The Greeting Tables page appears.
3 Click the Change link for the Greeting Table you want to assign a CCR Tree to.
The Greeting Table Setup page appears.
4 Select from each CCR Tree list box the CCR Tree you want calls to route to for each time of day. If you do not want calls to route to a CCR Tree select None.
5 Click the Submit button.
Making a CCR Tree a destination in the CLID Routing Table
For information about the CLID Routing Table, refer to
“About the CLID Routing Table” on page
Testing a CCR Tree
After you 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:
• the Home node routes the call as designated
• each transfer routes the caller to the intended destination
• each prompt has correct information
• messages are courteous and easy to understand
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Disabling a CCR Tree
Before you make any changes to a CCR Tree you must ensure service is not disrupted by removing any references to the CCR Tree from the Greeting Tables and the CLID Routing Table.
To remove references to a CCR Tree from a Greeting Table
1 Click the Auto-Attendant heading.
2 Click the Greeting Tables link.
3 Click the Change link for the Greeting Table that uses the CCR Tree that you want to disable.
The Greeting Table Setup page appears.
4 For each time of day, remove the CCR Tree you want to disable by choosing another CCR
Tree number or None from the CCR Tree list box.
5 Click the Submit button.
To remove references to a CCR Tree from a CLID Routing Table
1 Click the Auto-Attendant heading.
2 Click the CLID Routing Table link.
The CLID Routing Table page appears.
3 Click the Change link for the CLID Routing Table rule that uses the CCR Tree that you want to disable.
The CLID Setup page appears.
4 To remove the CCR Tree from the CLID Routing Table, either:
• select another CCR Tree from the CCR Tree list box and enter the path in the Path box or
• select a Greeting Table, Extension or Mailbox to transfer the call to.
5 Click the Submit button.
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Chapter 8 Working with CCR Trees 75
Changing a node
To change the properties of a node
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Change link of the CCR Tree that contains the node you want to change.
The node properties page appears.
3 Click the Change link for the node you want to change, and change the properties of the node.
For information about the node properties, refer to:
•
“Adding an Information node” on page 70
•
“Adding a Mailbox node” on page 71
•
“Adding a Menu node” on page 70
•
“Adding a Transfer node” on page 72
4 Click the Submit button.
Deleting a node
To delete a node
1 Click the Custom Call Routing heading.
2 Click the Change link for the CCR Tree that has the node you want to delete.
The CCR Tree Properties page appears.
3 Click the Delete link for the node you want to delete.
A message appears that asks you to confirm the deletion.
4 Click the OK button.
Deleting a CCR Tree
Before you delete a CCR Tree, make sure the Tree is disabled. For information about disabling a
Tree, refer to “Disabling a CCR Tree” on page 74 .
To delete a CCR Tree
1 Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2 Click the Delete link for the CCR Tree you want to delete.
A message appears that asks you to confirm the deletion.
3 Click the OK button.
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Chapter 9
CallPilot reports
About CallPilot reports
This chapter describes CallPilot reports and explains how to generate and print them.
You can use the following reports to view CallPilot programming, status and available message time.
Generating a report
To generate a report
1 Click the Report heading.
2 Click the link for the report you want to generate.
The report appears in a new window.
3 To print the report, click the Print button.
4 To close the report window, click the Close button.
Types of reports
Directory Report
This report shows information for mailbox owners listed in the Company Directory and includes:
Subscriber
MN
Type
Ext
Name Recorded
Greeting Recorded mailbox owner’s name mailbox number type of mailbox extension number whether mailbox owner has recorded their name in the Company Directory whether mailbox owner has recorded a greeting
If both Name Recorded and Greeting Recorded are N the mailbox is not initialized.
77
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Mailbox Information Report
This report shows for each mailbox:
MB
Type
Directory Name
Ext
COS
Total
New
Outdial mailbox number
SUB Subscriber
ADM System Administrator
GDM General Delivery Mailbox
FOD Fax On Demand
FOV Fax Overflow
NET AMIS or Site
INFO Information
The name of the mailbox. An asterisk appears beside the name if the mailbox name is not in the Company Directory.
The mailbox extension.
The Class of Service for the mailbox.
The total volume of messages in the mailbox, not including space taken by mailbox greetings, shown as messages (Msg) and minutes (Min).
The total volume of new messages in the mailbox, shown as messages (Msg) and minutes (Min).
The outdial parameters.
The mailbox can have one or more information messages, which contain an alphanumeric tag and a descriptive string. To reduce the number of report output lines, a mailbox setting or condition is reported only if it is different from the default setting or normal condition.
Possible tags are:
UNINIT
NONAMEREC
NOGREET
LOCKED
NOMWI
Mailbox is not initialized.
Mailbox is initialized, but name is not recorded.
Mailbox is initialized, but Primary greeting is not recorded.
Mailbox is disabled because number of incorrect password attempts is exceeded.
Mailbox has a primary extension, but Message Waiting is disabled.
FULL
NOACCEPT
Mailbox is full.
Subscriber has set mailbox to not accepting messages.
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NOADDRESS
ALTDN1
ALTDN2
EXPRLINE
ATDT
XFERS Screened
METHOD, LIMIT
RETRY, INT
OPNPHONE
OPNPAGER
OPNEXT
OPNSTATUS
TRANSF
FAXPRE
SELECT, SIZE
AMIS, MBOX
SITE, MBOX
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Address is not specified.
Alternate extension 1 is defined.
Alternate extension 2 is defined.
An Express Messaging line is defined.
A Target Attendant is defined.
Transfers are screened.
Blind transfers are normal and are not shown.
The delivery method and maximum number of selections for a Fax On
Demand mailbox.
The number of retries and interval in minutes for a Fax On Demand mailbox.
Off-Premise Notification to a telephone.
Off-Premise Notification to a pager.
Off-Premise Notification to an extension.
Current status of Off-Premise Notification, and start and stop times.
The telephone number used when Outbound Transfer is set to an external destination.
Preset Fax destination.
For each document in a Fax On Demand mailbox, lists selection ID and size in equivalent message minutes.
System access phone number and target mailbox number of a AMIS Network
Delivery mailbox.
Site address of a Network Delivery mailbox.
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All Mailbox Activity Report
The Mailbox Activity Report shows seven day usage information for all Subscriber mailboxes on the system.
The starting point of this report is the last full day of activity. For example, if the full day of activity is Tuesday, the report begins on Tuesday and goes back seven days to the previous
Wednesday.
When you print this report, check that the printer has enough paper. Because of the size of this report, print at night or during a slow time. To get the full benefit of this report, print it on the same day each week and reset the statistics after each printing.
The Mailbox Activity Report shows:
• number of messages recorded and their total length and average length
• number of times the maximum message length is reached
• number of messages received and their total length and average length
• number of times the mailbox is accessed for log on or call answering, with total connect minutes and resulting average
• average time before new messages are played
• average time before messages are deleted
• number of times when log on authentication fails three times in succession. (A possible attempt at unauthorized access to a mailbox.)
• cumulative averages for the above
• whether Primary, Alternate and CLID-based Greetings are recorded
After you generate this report, you can reset the statistics to set the counters to zero. If you reset the statistics, all the Subscriber mailboxes are affected, not just a selected mailbox.
Event Log Report
The Event Log Report lists events that can help you diagnose system problems.
Events are shown with their date, time and error message.
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Chapter 9 CallPilot reports 81
CCR Tree Usage Report
This report shows the Tree number, the Greeting Tables the CCR Tree is assigned to, the date the
Tree was last modified, and the Tree status. The report also shows the Path, type, description, destination, a seven-day rolling count of the number of calls received by the Tree and the number of times each path is visited. Print the Custom Call Routing Report on the same day each week to get an accurate representation of CCR activity.
If a CCR Tree is changed, for example if it is saved or deleted, the current usage statistics are cleared.
Generate this report before you modify a CCR Tree.
The CCR Tree Report shows for the previous seven days:
• the number of calls received by the CCR Tree
• the number of times each node was visited
• the Greeting Table from which the CCR Tree is referenced
• the last seven days for which record collection is complete. The day the report is generated is not included because data collection is not complete for this day.
• the most recent complete day in the left column
• usage data as zeroes for dates prior to the last change date. Statistics for the day of the change include only activity that occurs after the modification is made.
The CCR Tree Report shows:
Path calls for each day
The selections a caller makes to reach a node. Usually the Home node is 0, although callers do not need to press a key to reach the Home node.
Below each day is listed how many times callers accessed the node, not including any re-prompting.
Total calls
The calls for each day details:
• each call that arrives at the Tree
• calls that go from the Home node to sub-nodes
• calls that are sent to the node from CLID-based routing
• calls that return to a Menu node by the previous menu operation (by pressing • at a sub-menu, or by the Next Action setting)
The difference between the count for a menu and the sum of the counts for its sub-node is the number of times callers exit the menu by pressing
•
or hanging up.
Total Calls shows calls that go to the Home node from a Greeting Table and calls that go to any node in the CCR Tree from CLID-based routing.
In the absence of CLID-based Routing, the count of the Home node is usually the same as the Total Calls if the Home node is an Information node.
The count can be higher if the Home node is a Menu node because the count of any Menu node is included if the caller returns to the menu.
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Port Usage/Call Handling Report
This report summari z es inbound and outbound call activity and port usage on a seven-day rolling basis. Use this report to identify volume and sources of call traffic, and to determine if additional system ports are needed.
Use the Port Usage section:
• to see the volume and sources of call traffic
• to determine if additional system ports are needed
• to find time periods where an insufficient number of ports is available
• to see a summary of inbound and outbound call activity and port usage on a 7-day rolling basis
The Port Usage section:
• shows the last seven days for which record collection is complete
• shows the most recent statistics in the left column
• does not include the current day, because record collection for this day is not complete
Allocation shows the minimum and maximum number of ports allocated to voicemail.
Port Status
Period start shows an asterisk (*) beside the port number if the port is disabled when the report if generated.
for each day of the week shows the percentage of the time period when all ports were busy
A non-zero value is possible, but a value consistently higher than 1% or 2% during peak time periods indicates a need for additional ports
Periods in which at least one port is disabled are shown with an asterisk
Use the Call Handling section to see the type of calls that create traffic for the voicemail server.
Look for differences over time by weekday.
The Call Handling section shows:
• each class of call by number of calls, total duration, and average duration
• all outgoing calls in a single category. For example, a call is counted as a Message Notification even if the called party logs on.
• Outbound Transfer calls with the few seconds of additional connect time caused by the unsupervised transfer included in the connect time of the incoming call
• Call Screening calls with the holding time of the call to the subscriber set counted under the total connect time for the incoming call
• all days even if no data is collected for that day. These values are shown as zeroes.
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Chapter 9 CallPilot reports 83
Fax Usage Report
Use the Fax Requests Report:
• to see Fax On Demand requests
• to see date and time of faxes
• to see the document number requested
• to see the delivery fax number
• to see CLID of callers
The Fax Requests Report shows:
• The Caller ID of the call requesting the fax, truncated if necessary to fit the space available.
• One line is generated for each document requested.
• If a caller requests several documents during a call, there are several lines in the report, each with the same CLID and Fax destination, and similar time stamps. This facilitates sorting for sales lead generation purposes, but does not show whether the item was ordered individually or as part of a set.
• The Fax Destination column shows the target fax number if the two-call method is used or
One Call if the one-call method is used.
• The report lists committed requests only, in chronological order.
• The report does not include one-call requests if the caller hangs up before transmission begins or two-call delivery requests if the delivery number does not pass dialing restrictions.
• The report does not track whether the requested item was successfully delivered.
• If there are no fax requests to report for a day, no entries appear.
The information in the Fax Requests Report:
• is kept for the last seven days for which records are complete
• does not include traffic for the current day since this day is not complete
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System Configuration Report
The System Configuration Report shows how the system is configured.
*Some sections appear only if the option is installed.
System options
Describes system-wide attributes included in
“Setting the system properties” on page 87
, and Auto Attendant properties such as Return to AA and
Touchtone Gate.
Lists the optional features enabled at your site.
Installed voicemail options
AA Greetings
Lists system greetings, shows whether the greeting is recorded and lists the
Greeting Tables that reference it.
Greetings that are not recorded or used in any Greeting Table are not shown.
The comment “TTG” appears for the prompt used as the custom Touchtone
Greeting prompt.
Greeting table
Call Center parameters
Shows the configuration of each Greeting Table.
Appears if Call Center is installed. The Primary Alert, Secondary Alert, MIS
Address and Refresh Channels are shown.
Voice Button properties
Shows whether Multimedia Call Center is enabled, the server address and the server port.
Call Center agents
Appears if Call Center is installed. Shows the agents in the Call Center, their agent number, priority level and skillset status.
Call Center skillsets
Appears if Call Center is installed. Shows skillset number and Day and Night status.
Call Center routing tables
Appears if Call Center is installed. Lists skillset name, number, Day Service and Night Service configuration.
Call Center overflow
Call Center greetings
Call Center Intelligent
CLID/DNIS routing
For each skillset, shows if it is enabled, the Intelligent overflow rule that applies to it, its service mode, condition and action.
Appears if Call Center is installed. Displays the status and skillset for each greeting.
Shows the CLID/ANI or DNIS rule and action for each line.
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Chapter 9 CallPilot reports 85
Line answering
*Fax parameters
*General networking parameters
*AMIS networking parameters
*Digital networking parameters
*Site table
Shows the answering parameters for each line answered by CallPilot or Call
Center. Lines that are not answered are not shown. This section does not appear if your switch does not require line administration.
The skillset column appears only if Call Center is enabled. Skillset is blank for
AA lines and Rings and Tables are blank for Call Center lines.
The System Fax DN parameter is shown. Other parameters appear only if the corresponding Fax option is installed.
Appears if Message Networking is installed. It displays the General
Networking properties.
Appears if Message Networking is installed. It displays the AMIS-related parameters of the site that you set in Networking properties.
Appears if Message Networking is installed. It displays the digital-related parameters of the site that you set in Networking properties.
Appears if Message Networking is installed.
Message Usage Report
The Message Usage Report shows the number of minutes of storage available on the voicemail server. If this value is too low, you can:
• upgrade storage capacity
• encourage subscribers to delete unneeded messages
Resetting Mailbox statistics
You can reset the statistics for all mailboxes, or an individual mailbox.
To reset the statistics for all mailboxes
1 Click the Reports heading.
2 Click the Reset Mailbox Activity link.
A message appears that asks you to confirm the request to reset the statistics.
3 Click the Reset button.
To reset the statistics for an individual mailbox
1 Click the Mailbox Administration heading.
2 Click the Change/Delete Mailbox link.
The Mailbox List page appears.
3 Click the Activity link for the mailbox you want to reset the statistics of.
The statistics for the mailbox are reset.
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87
Chapter 10
CallPilot system properties
Setting the system properties
1 Click the Configuration heading.
2 Click the System Properties link.
The System Properties page appears. The Voice Mail version is displayed.
3 In the Max Outcalling Channels box type the maximum number of channels used for calls generated by voicemail. Do not type a value that is higher than 50% of your available channels. The limit ensures that there are enough channels to accept incoming calls from outside callers and subscribers. The default number of voice channels assigned for outcalling is 1. If you have Multimedia Call Center installed on your system, set the Max Outcalling
Channels to a value higher than 1. Also, to ensure that the Outcalling Channels do not consume all the available voice ports, set the minimum number of voice ports to a number higher than the Outcalling Channels. For more information see the Business Communications
Manager 2.5 Programming Operations Guide.
4 The Enable Voice Mail check box to is selected by default. If you enable voicemail, callers who call an extension that does not answer or is busy transfer to the extension’s mailbox.
If you clear the Enable Voice Mail check box:
• external Callers cannot leave messages in mailboxes. Callers are returned to the
Automated Attendant to make another choice.
• Callers can leave messages through Custom Call Routing, Feature 980, and Feature 986.
Callers can send and receive messages using Feature 981.
• Subscribers can record and send messages from their mailbox to other CallPilot mailboxes
5 Select the Enable Group List check box if you want to enable Group Lists.
If you clear the Enable Group List check box, you cannot set up Group Lists and do not need to reserve a digit in your numbering plan for the Group List Leading Digit.
6 If you use Group Lists, in the Group List Leading Digit check box type the Group List
Leading Digit. This digit is used as the prefix for Group Lists during addressing. You cannot create mailboxes with numbers that start with this digit. The default setting for the Group List
Leading Digit is 9. For example, if you assign as 9 the Group List leading digit, 901 to 999 is your range for Group Lists.
7 Select the Enable External Initialization check box if you want subscribers to be able to initialize their mailboxes from an external location. The default for this check box is not selected. If you do not enable external initialization subscribers can initialize their mailboxes only from a local extension. This prevents unauthorized access to mailboxes.
8 The Make Directory Available check box is selected by default. If you clear the check box, access to the Company Directory is removed from the Automated Attendant.
9 The Enable General Delivery Mailbox check box is selected by default. This setting is for
Norstar only. If you clear this check box, external calls are not directed to the General
Delivery Mailbox. External calls are directed back to an Automated Attendant prompt or a
CCR Menu prompt.
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10 The Enable Redirect DN check box is not selected by default. If redirect DN is enabled, voicemail uses the original dialed number when it receives a redirected call. A call is redirected if a set that is call forwarded on busy to another location does not answer the call.
The call returns to the original site for call answering.
Select this check box only on the advice of support personnel.
11 The Enable Bilingual check box is selected by default. If you clear this check box alternate language prompts are not available. Disabling bilingual operation affects:
• language designations for Automated Attendant greetings
• voice prompt selections for callers who use the Automated Attendant
• voice prompt selections for callers who transfer to mailbox greetings
12 Select a primary language from the Primary Language list box. Prompting occurs in this language.
13 Select an alternate language from the Alternate Language list box. The alternate language cannot be the same as the primary language.
14 Select the Canadian Pronunciation check box if you want voice prompts that include the letter "z" to be pronounced "zed" instead of "zee". The Canadian Pronunciation check box appears only if North American English is the primary or alternate language.
15 From the Directory Search By list box select first name, last name or both. The default is last name.
16 Select the Enable CallPilot User Interface check box if you want to let subscribers select
Norstar Voice Mail or CallPilot as their mailbox user interface.
17 In the Name Prefix box type a one to two-digit prefix that controls CallPilot style addressing.
The default is 11. If CallPilot User Interface is enabled, this value must be specified, and cannot conflict with the Group List leading digit. This value is ignored if you do not enable
CallPilot User Interface.
18 In the Special Prefix box type a one to two-digit prefix that controls CallPilot style addressing. The default is 19. If CallPilot User Interface is enabled, this value must be specified, and cannot conflict with the Group List leading digit. This value is ignored if you do not enable CallPilot User Interface.
19 From the Primary UI Style list box select NVM or CallPilot. This setting is available for
Norstar only. For other systems CallPilot is the default user interface.
20 If you use CallPilot 150, select your country from the Country list box.
21 If you use CallPilot 150, select your time zone from the Timezone list box.
22 If you use CallPilot 150 or CallPilot Mini, select the Daylight Savings Time check box at the start of Daylight Savings Time. When Daylight Savings Time ends, clear the check box. This setting ensures that the message times for Desktop Messaging are correct.
23 Click the Submit button.
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Chapter 11
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.
For Dialing Translation to occur, you must create a Dialing Translation Table that translates the digits of an external number into a number that can be dialed by CallPilot. CallPilot consults the restrictions and schedules tables before dialing the number.
The Dialing Translation Tables are necessary only for the Reply feature. CallPilot does not require the tables to function normally.
How the Dialing Translation Table works
A phone number is derived from information attached to an incoming Caller ID message. The number is then searched for by the CallPilot in the Dialing Translation Table. If the leading digits of the telephone number match a Dialing Translation Table Input value (the number CallPilot searches for in the Dialing Translation Table), the Output value is substituted for the Input value.
This change results in a telephone number that can be dialed on the local network. Changing the number usually involves removing an area code or inserting an access code, based on the dialing rules of the local network. For example, if a local number is prefixed with the long distance code 1, it is removed by the Dialing Translation Table.
The Dialing Translation process is immediate so calls do not take any longer to dial. Some telephone numbers do not need to be changed before dialing. CallPilot functions without a Dialing
Translation Table.
Phone number Translation
The Dialing Translation Table must define each possible case where a change is needed to allow the number to be dialed on the local network.
The Dialing Translation Table changes Network extensions into numbers that can be dialed on the local network. The Network extension form of a phone number is the usual form in which the number appears. 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.
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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. The * after a value signifies any digits in the telephone number that remain to be dialed. CallPilot automatically adds the * after every Input and Output value.
A telephone number either matches or does not match a specific Input value.
An example of a Dialing Translation Table from a site in metropolitan Toronto
INPUT
011*
416*
905206*
90527* etc.
(135 more entries)
905*
*
OUTPUT
011*
*
905206*
90527* etc.
(135 more entries)
1905*
1*
Explanation
The Table does not attempt to translate international telephone numbers.
The Table removes the 416 area code and dials all calls as 7 digits.
These telephone exchanges can be dialed as local (no long distance charges)
10 digit calls from the 416 area.
All other 905 numbers not listed in the Input column are long distance numbers and must be dialed as 11 digit long distance numbers.
Any numbers that start with digits other than 011, 416 and 905 are long distance, and have 1 added as a prefix.
A sample Dialing Translation Table from a site with area code 206 near the border with area code 360
INPUT
011*
20644*
206626* etc.
(40 more entries)
206*
360224*
360227*
360472*
360*
*
OUTPUT
011*
44*
626* etc.
(40 more entries)
1206*
360224*
360227*
360472*
1360*
1*
Explanation
The Table does not attempt to translate international telephone numbers.
Due to the site location, some calls can be dialed as local 7 digit numbers.
All other 206 numbers require 11 digit long distance dialing.
These 360 numbers can be dialed as 10 digit local numbers...
... but all other 360 numbers are 11 digits long distance numbers.
All numbers starting with other than 011, 206 and 360 are long distance and have 1 added as a prefix.
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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.
Network Access
The Dialing Table Translation results in a number that can be dialed on the local network. The final step is to prefix any digits required to reach the local network from your Business
Communications Manager 2.5 or Norstar system. For systems that are behind a PBX or PABX, typically in North America · must be prefixed to the telephone number. For systems attached to
Central Office (CO) lines no digits need to be prefixed.
Dialing Translation properties
Dialing Translation is controlled by four properties:
Long distance access code
This prefix, if specified, is removed from any numbers entered by the subscriber if it is not needed to make the call. This simplifies the creation of the Dialing Translation Table. For North America, set the long distance access code to 1. The default for this parameter is none. The field for this parameter is a maximum of 1 digit.
Area code
If the phone number entered appears to be missing an area code, an area code is prefixed to the number. The area code is considered missing if the number has fewer than 10 digits. The default for this parameter is none. The field for this parameter is a maximum of 6 digits. If this parameter is set to none, no area code is prefixed to the telephone number.
Access code
In North America, the access code is usually 9. This number is prefixed to all numbers after
Translation to access the local telephone network. If your system is attached directly to CO lines, set the Access Code to none. The default for this parameter is none. The field for this parameter is a maximum of 2 digits.
Reply translation
If set to N (no), the caller must manually trim the Caller ID message information for the number to be dialed on the local network. If the reply translation is set to Y (yes), then the Reply feature uses the 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.
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Setting Dialing Translation properties
Setting the Dialing Translation properties makes it easier to build a Dialing Translation Table. It is not a prerequisite of operating CallPilot to set the Dialing Translation properties.
To set the Dialing Translation properties
1 Click the Configuration heading.
2 Click the Dialing Translation Properties link.
The Dialing Translation Properties page appears.
3 In the Long Distance Access Code box type the long distance access code.
4 In the Area Code box type the area code.
5 In the Access Code box type the access code.
6 Select the Enable Reply Translation box if you want to enable reply translation.
7 Click the Submit button.
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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 or Business Communications Manager
2.5 system looks up in the Dialing Translation Table. If the corresponding entry matches, the system substitutes the Output value for the Input value. The resulting number is ready to dial on the local network. Refer to
“An example of a Dialing Translation Table from a site in metropolitan
To build a Dialing Translation Table
1 Click the Configuration heading.
2 Click the Dialing Translation Table link.
The Dialing Translation Table page appears.
3 Click the Add button.
The Dialing Translation Setup page appears.
4 In the Input Value box type the input value.
5 In the Output Value box type the output value.
6 Click the Submit button.
Reviewing Dialing Translation Table entries
You can review the entries in the Dialing Translation Table at any time.
To review Dialing Translation Table entries
1 Click the Configuration heading.
2 Click the Dialing Translation Table link.
The Dialing Translation Table page appears.
3 After you review the Dialing Translation Table entries, click the Main button.
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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. Refer to
“Deleting a Dialing Translation Table entry” on page
To change an entry in the Dialing Translation Table
1 Click the Configuration heading.
2 Click the Dialing Translation Table.
The Dialing Translation Table page appears.
3 Click the Change link for the value you want to change.
The Dialing Translation Setup page appears.
4 In the Output Value box, type the new output value.
5 Click the Submit button.
Repeat to change any other entries in the Dialing Translation Table.
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 Dialing Translation Table entries” on page 93 .
To delete an entry in the Dialing Translation Table
1 Click the Configuration heading.
2 Click the Dialing Translation Table link.
The Dialing Translation Table page appears.
3 Click the Delete link for the Dialing Translation entry you want to delete.
A message appears that asks you to confirm the deletion.
4 Click the OK button.
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Chapter 12
CallPilot Manager configuration
Enabling software authorization codes
You can enable software authorization codes to increase the number of mailboxes on your system, or to enhance your system with options such as Fax and Message Networking. Contact your service representative if want to try or purchase a software authorization code.
To enable a software authorization code for Business
Communications Manager 2.5
1 Point your web browser to the URL http://<IP address>:6800 where <IP address> is the IP address of Business Communications Manager 2.5.
The Business Communications Manager 2.5 Unified Manager screen appears.
2 Click the Configure button.
The Login screen appears.
3 In the User ID box type the supervisor user ID. The default user ID is supervisor.
4 In the Password box type the password. The default password is visor.
5 Click the Login button.
The Business Communications Manager screen appears.
6 Click the System key.
7 Click the Licensing heading.
The Licensing Setting screen appears.
8 On the Configuration menu click Add a Keycode.
The Applied Keycodes screen appears.
9 In the Keycode box type the number of the software authorization code for the option you want to install.
10 Click the Save button.
To enable a software authorization code for CallPilot 150
1 Click the Configuration heading.
2 Click the Installed Options link.
The Installed Options page appears.
3 In the Keycode boxes type the software authorization code for the option you want to install.
4 Click the Add button.
The option you installed appears in the Installed Options list.
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Viewing switch properties
To view switch properties
1 Click the Configuration heading.
2 Click the Switch Properties link.
The Switch Properties page appears.
Switch properties are:
• Digits per extension: the length of mailbox numbers and extension numbers at the site.
CallPilot requires that these numbers are the same length. For Norstar switches, the digits per extension are determined by the switch.
System-defined mailboxes such as the administrator mailbox have a mailbox number that automatically adjusts to suit the new length.
• Voicemail DN: the main system DN. For Norstar systems, this value is display only, and is determined by the voicemail application on startup. On non-Norstar environments, you can enter the DN.
Creating Access Passwords
Access passwords control access to administration functions.
Create a Call Center administration password if you want the Call Center Administrator to be able to administer Call Center without being able to control other CallPilot Manager settings. The Call
Center administration password cannot be the same as the system administrator password or the modem access password.
Create a modem access password if you want to enable modem access. With modem access Nortel
Networks distributors and support people can use a modem to connect to the CallPilot system and download the system log. This feature is available only for CallPilot 150. For information about using modem access refer to the CallPilot 150 Installation and Maintenance Manual.
To set access passwords
1 Click the Configuration heading.
2 Click the Access Passwords link.
The Access Passwords page appears.
3 To set an access password for Call Center administration:
• In the Call Center Administration box type the Call Center administration password.
• In the Confirmation box type the Call Center administration password again.
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4 To set an access password for modem access:
• In the Modem Access box type the modem access password.
• In the Confirmation box type the modem access password again.
5 Click the Submit button.
Configuring CallPilot network settings
You can set the names and addresses that appear for CallPilot Manager in browser windows and in the network environment.
Configure CallPilot network settings through CallPilot Manager only if you use CallPilot 150. If you use Business Communications Manager you configure CallPilot networks settings through
Unified Manager.
To set the unit address and identification properties
1 Click the Configuration heading.
2 Click the Unit Address/Identification link.
The Unit Address/Identification page appears.
3 In the IP Address box type the Internet address of your CallPilot server.
4 If you want to reset the IP address to the factory default, click the Reset to Defaults button.
5 In the Subnet Mask box type the subnet mask address.
6 In the Primary DNS box type the IP address of your network's primary Directory Name
Server.
7 In the Secondary DNS box type the IP address of your network's backup Directory Name
Server. The secondary DNS is optional.
8 In the Default Gateway box type the IP address of your network's gateway server. The default gateway is optional.
9 Click the Submit button.
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Chapter 13
CallPilot Manager operations
Backing up and restoring CallPilot information
You can back up CallPilot Manager information if you use a CallPilot 150 system.
If you use a Business Communications Manager 2.5 system you back up the system using the
Unified Manager Backup, Restore and Upgrade utility.
For information on how to back up and restore CallPilot Manager information:
• for CallPilot 150 refer to the CallPilot 150 Installation and Maintenance Manual
• for Business Communications Manager 2.5 refer to the Business Communications Manager
2.5 Programming Operations Guide
Resetting CallPilot
You can reset CallPilot settings back to the factory default.
Resetting CallPilot settings removes all mailboxes, messages, contents and programming, except for software authorization codes. The software authorization codes are not removed.
If you are resetting CallPilot 150 you can keep the system's IP Address, Subnet Mask and DNS settings.
To reset CallPilot for CallPilot 150
1 Click the Operations heading.
2 Click the Reinstall link.
A message appears that asks you to enter your System Administrator password to continue.
3 Type your System Administrator password in the box, and if you want to keep the system's
IP Address, Subnet Mask and DNS settings, select the check box.
4 Click the Submit button to continue.
A message appears that says that the reinstallation is in progress.
When the reinstall is complete, the Login page appears.
5 After you log on, the Quick Installation Wizard appears.
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To reset CallPilot for Business Communications Manager 2.5
1 Press
≤·°¤.
Pswd:
RETRY OK
2 Enter the default Operator password fl‡‹‡¤°fl‡
(Operator) and press OK.
Atdt avail: N
CHNG NEXT
Pswd:
RETRY OK
XXXXXXXX
RETRY OK
Reset database?
YES NO
Resetting...
3 Press
⁄.
4 Type the password
‡‹›fl‡°¤fifi (Reinstall).
5 Press OK.
6 Press YES.
7 The reinstallation is in progress.
System ready 8 When the reinstall is complete the displays shows System ready .
The next time you log on the Quick Installation Wizard appears.
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Chapter 13 CallPilot Manager operations 101
Changing the Operator settings
Setting the Automated Attendant Status
When your company Receptionist or Operator is available to respond to callers, set the Automated
Attendant Status to Yes. When your company Receptionist or designated Operator goes for a break or leaves in the afternoon set the Automated Attendant Status to No.
When the Automated Attendant Status is set to No, a caller who requests an Operator is informed the Operator is not available, and is transferred to the Menu options to dial another extension or leave a message.
To set the Automated Attendant Status
1 Click the Operations heading.
2 Click the Operator Settings link.
The Operator Settings page appears.
3 Check the Attendant Available option if the Operator is available.
4 Click the Submit button.
Changing the Business Open setting
The Business Open setting overrides the scheduled times programmed for the Morning,
Afternoon, and Evening in the Greeting Tables.
When Business Open is set to Yes, greetings are played according to the time scheduled in the
Greeting Tables. For example, if Business Open is set to Yes, the Morning, Afternoon and
Evening Greetings play automatically according to the start times programmed in the Greeting
Tables.
When the Receptionist or designated Operator sets the Business Open to No at the end of the business day or prior to the weekend, the Non-business hours Greeting continues to play until the
Business Open is set to Yes.
Ask the Receptionist or designated Operator to select the Business Open check box in the morning when your company opens. Ask the Receptionist or designated Operator to clear the Business
Open check box at the end of the business day.
To change the Business Open setting
1 Click the Operations heading.
2 Click the Operator Settings link.
The Operator Settings page appears.
3 Select the Business Open check box if you want to enable the Business Open setting.
4 Click the Submit button.
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Changing the Answer Lines Status
CallPilot can answer all your Central Office (CO) lines included in line configuration. When
Answer Lines is enabled, CallPilot answers all incoming calls and presents each caller with the
Company Greeting and Automated Attendant Menu. You can designate whether or not CallPilot answers your company lines. If Answer Lines is disabled, CallPilot does not answer incoming calls. All incoming calls must be answered and routed by your company Receptionist.
To change the Answer Lines Status
1 Click the Operations heading.
2 Click the Operator Settings link.
The Operator Settings page appears.
3 Select the Answer Lines check box to have your lines answered by CallPilot, or do not select the check box if you want the receptionist to answer calls.
4 Click the Submit button.
Changing the Attendant default extension
Whenever anyone asks to speak to your company Receptionist or Operator, CallPilot transfers the call to the Attendant extension. You can change the Receptionist or designated Operator extension number. If the Attendant extension number changes, you must change the extension of the General
Delivery Mailbox to the new extension number of the Operator. Callers can request to speak to your company Receptionist or designated Operator when the Automated Attendant prompt announces the option and the Operator status is set to Yes. Callers who request an Operator are transferred to the new extension. If the Operator does not answer, the call transfers to the General
Delivery Mailbox.
To change the Operator default extension
1 Click the Operations heading.
2 Click the Operator Settings link.
The Operator Settings page appears.
3 In the Attendant box, type the Operator’s extension number.
4 Click the Submit button.
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Chapter 13 CallPilot Manager operations 103
Resetting the Operator password
You can reset the Operator password to the default at any time.
The default Operator password is fl‡‹‡¤°fl‡ (Operator).
To reset the Operator password
1 Click the Operations heading.
2 Click the Operator Settings link.
The Operator Settings page appears.
3 Select the Operator Password check box.
4 Click the Submit button.
Changing CallPilot Manager settings from a remote telephone
You can access CallPilot Manager to change a greeting or the Business Status by using the dialpad of an external tone dial telephone. Remote Administration must be done through the System
Administrator Mailbox. The System Administrator Mailbox must be initialized before Remote
Administration can be accessed.
For information about Remote Administration, refer to the CallPilot Reference Guide.
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Operator settings
With the Operator settings you can:
• set the Operator Status to On or Off
• change the Operator password
• set the Business Status
• assign CallPilot Line answering
• change Automated Attendant Status
Setting the Operator status
Set the Operator status to Yes when your receptionist or operator is available to respond to callers.
Set the Operator status to No when your receptionist or designated operator goes for a break, lunch, or leaves in the afternoon.
When the Operator Status is set to No, a caller who requests an Operator is informed the Operator is not available, and is transferred to the Automated Attendant to dial another extension or leave a message.
To set the Operator status
1 Press
≤·°¤.
Pswd:
RETRY OK
2 Enter the default Operator password fl‡‹‡¤°fl‡
(Operator) and press OK.
To change the Operator password, see
“Changing the Operator password” on page 105 .
Choose option
OPER MODE
Atdt avail: N
CHNG NEXT
3 Press OPER.
4 Press CHNG to select Y or N.
5 Press
® to end the session.
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Chapter 13 CallPilot Manager operations 105
Changing the Operator password
You can change the Operator password at any time. The password must be between four and eight digits, and cannot begin with a zero.
To change the Operator password
1 Press
≤·°¤.
Pswd:
RETRY OK
2 Enter the Operator password and press OK.
The default Operator password is fl‡‹‡¤°fl‡
(Operator).
Choose option
OPER MODE
Atdt avail: N
CHNG NEXT
Pswd:
RETRY OK
3 Press OPER.
4 Press
‡.
5 Enter a new Operator password between 4 and 8 digits long and press OK.
Atdt avail: N
CHNG NEXT
6 Press
® to end the session.
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.
To change the Operator default extension
1 Press
≤·°¤.
Pswd:
RETRY OK
Choose option
OPER MODE
Atdt avail: Y
CHNG NEXT
Atdt: (none)
CHNG OK
Ext:
RETRY QUIT
Atdt: xxx
CHNG NEXT
2
3
Enter the Operator password and press OK.
Press OPER.
4 Press NEXT until you see the display in step 4.
5 Press CHNG.
6 Enter the Operator extension.
7 Press
® to end the session.
Callers who request the Operator are transferred to the new extension. If the Operator does not answer, the call is transferred to the General Delivery Mailbox.
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Setting the Business Status
The Business Status setting overrides the Morning, Afternoon, and Evening Greeting Tables.
If you set the Business Status to Yes, greetings are played according to the time scheduled in the
Greeting Tables. For example, if Business Status is set to Yes, the Morning, Afternoon and
Evening Greetings play automatically according to the start times programmed in the Greeting
Tables.
When the receptionist sets the Business Status to No at the end of the business day or prior to the weekend, the Non-business hours Greeting plays until the receptionist sets the Business Status to
Yes.
Have the receptionist or designated Operator change the Business Status to Yes in the morning when your company opens. At the end of the business day, have the Receptionist or designated
Operator set the Business Status to No.
To set the Business Status
1 Press
≤·°¤.
Pswd:
RETRY OK
Choose option
OPER MODE
Atdt avail: Y
CHNG NEXT
Business open: N
CHNG NEXT
2
3
Enter the Operator password and press OK.
Press OPER.
4 Press NEXT.
5 Press CHNG to toggle between Y and N.
6 Press
® to end the session.
Changing greetings or the Business Status from a remote telephone
You can change a greeting or the Business Status from the dialpad of external tone dial telephone.
You must do remote administration through the System Administrator Mailbox. For information about remote administration, refer to the CallPilot Reference Guide.
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Chapter 13 CallPilot Manager operations 107
Setting up line answering
CallPilot can answer all your Central Office (CO) lines included in line configuration. You can designate whether or not CallPilot answers your company lines. When Answer Lines is enabled,
CallPilot answers the incoming calls and presents each caller with the Company Greeting and the
Automated Attendant menu. When Answer Lines is disabled, CallPilot does not answer incoming calls. Your receptionist must answer and route incoming calls.
For more information about line configuration, refer to
“Configuring line answering” on page 53
.
To assign Answer Lines
1 Press
≤·°¤.
Pswd:
RETRY OK
Choose option
OPER MODE
Atdt avail: N
CHNG NEXT
Business open: N
CHNG NEXT
Answer lines? N
CHNG NEXT
2 Enter the Operator password and press OK.
3 Press OPER.
4 Press NEXT.
5 Press NEXT.
6 Press CHNG.
If you set Answer Lines to N the display shows:Disabling...
If you set Answer Lines is set to Y the display shows: Enabling...
7 Press
® to end the session.
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Chapter 14
Broadcast and Information messages
About Broadcast messages
You can send a Broadcast message if you need to send a message to every initialized mailbox on your phone system. Broadcast messages play on all mailboxes initiali z ed with CallPilot. You can send a Broadcast message to announce meetings, special company events, and reminders. Sending a Broadcast message eliminates recording and sending the same message several times.
As the System Administrator, you are the only person who can send Broadcast messages.
In order to send a Broadcast message, you must know the Broadcast message address.
• If you use the CallPilot interface
·‚‚ is the default Broadcast message address
• If you use the Norstar Voice Mail interface
· is the default Broadcast message address
Note: Broadcast messages are not sent to Information or General Delivery mailboxes.
Follow the procedures that apply to the interface you use.
To record and send a Broadcast message - Norstar Voice Mail
1 Press
≤ ·°⁄.
Log:
QUIT RETRY OK
0 new 0 saved
PLAY REC ADMIN
Record message:
RETRY PAUSE OK
Accept rec?
RETRY PLAY OK
2 Enter the System Administrator Mailbox number and password and press OK or £.
3 Enter the Broadcast message address.
The default Broadcast message address is
·.
4 At the tone, record your Broadcast message and press OK to end your recording.
5 Press PLAY to listen to your Broadcast message before sending it or press OK to accept your recording or press RETRY to re-record your Broadcast message.
Your message is delivered to all initiali z ed mailboxes or press
® or • to cancel sending the Broadcast message.
6 Press
® to end the session.
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To record and send a Broadcast message - CallPilot
1 Press
≤ ·°⁄.
Mbox:
RETRY OK
Pswd:
RETRY OK
2 Enter the System Administrator mailbox number and press OK or £.
3 Enter the System Administrator mailbox password and press OK or £.
A mailbox summary is announced.
4 Press COMP or ‡fi.
To:
NAME SPEC DONE
EMPTY
REC
Recording...
REREC OK
Rec stopped
PLAY DEL SEND
5 Enter the Broadcast message address and press OK or £.
The default Broadcast message address is
·‚‚.
The Broadcast message address changes if you change the
Group List leading digit.
6 Press REC or fi and record the Broadcast message at the tone.
7 Press OK or £ to end your recording or press REREC to erase and re-record the Broadcast message.
8 Press PLAY or ¤ to listen to your message or press SEND or
‡· to send the Broadcast message or press DEL or
‡fl to erase and re-record the Broadcast message.
9 Press
® to end the session.
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Chapter 14 Broadcast and Information messages 111
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:
• announce sales
• provide product lists
• announce special events
Make it easy for callers to access Information mailbox messages by mentioning the Information mailbox in the Automated Attendant, or by asking the operator to route enquiries to the
Information mailbox.
Callers cannot leave messages in an Information mailbox. Callers automatically disconnect after they listen to an Information mailbox message.
About recording an Information mailbox message
Before you record an Information mailbox message, you must determine what the message includes. As you prepare the message, be sure to include important times and dates.
For example: “Paddy’s Dance Studio proudly presents an extravaganza of dance. The entertainment begins at 8:00 pm on the fourth of July. Toddlers tap is in the White Room. Folk dance is in the Green Room. Classical ballet is in the Pink Room. Contemporary jazz is in the Blue
Room. The studio and recital rooms are located at 222 Main Street.”
Write the message down and practice reading it aloud. When you are confident the message includes everything you want it to, record the message. If you use a phone system with bilingual capability, you must record the Information mailbox message in both languages.
An Information mailbox message can be either a Primary or an Alternate mailbox greeting.
Use the procedure
“To record an Information mailbox message” on page 112 to record an
Information mailbox message.
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To record an Information mailbox message
1 Press
≤ ·°⁄.
Follow the voice prompts or the display button options to open the
Information mailbox. Do not enter your mailbox number or password. Enter the mailbox number and password of the
Information mailbox.
2 If you use the CallPilot interface:
• Press
°¤ to open the Greetings Options menu
• Go to step 3
If you use the Norstar Voice Mail interface:
• Press ADMIN or
°
• Press GREET or
¤
• Go to step 3
Greeting options
REC CHOOSE CFWD
Greeting:
PRIME ALT PERS
3 Press REC or ⁄.
4 Press PRIME or ⁄ to record the Primary Information mailbox message or press ALT or
¤ to record the Alternate Information mailbox message.
Record now?
YES NO QUIT
Record greeting:
RETRY OK
Accept greeting?
RETRY PLAY OK
5 Press YES or ⁄ and record the message at the tone.
6 Press OK or £ to end the recording.
7 Press OK or £ to accept the recording or press PLAY or
⁄ to listen to the greeting or press RETRY or
¤ to rerecord the greeting.
8 Press
® to end the session.
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Chapter 15
Troubleshooting CallPilot
This chapter describes problems that can occur when you operate CallPilot, and suggested solutions.
The Automated Attendant does not answer calls
• Verify that you have assigned the lines to the Greeting Table, and the Answer Mode for the line is Auto-Attendant. This means that CallPilot 150 or Business Communications Manager
2.5 is set to answer the line.
• All the channels can be busy. Try calling back. Your call is answered when a channel is available.
• Verify that greetings 1 to 8 are recorded. These greetings default to the Greeting Tables and
must be recorded for the Automated Attendant to operate. Refer to “Setting up a Greeting
• If the channels are frequently busy, it indicates there is too much activity. Contact your advice line or sales representative.
CLID information is lost
The Automated Attendant must be set to answer after two or more rings for CallPilot Manager to record call log information related to an incoming call. For information about setting the number
of rings, refer to “Configuring line answering” on page 53 .
The Automated Attendant transfers some callers to the General Delivery Mailbox
The system requires a tone dial telephone signal and a minimum voice level. The system waits for a caller to respond. If a response is not received, the caller is transferred to the Receptionist or designated Operator. If they are not available, the caller is automatically transferred to the General
Delivery Mailbox. The caller is transferred to the General Delivery Mailbox if an extension does not have a mailbox.
For the system to transfer calls correctly, each mailbox must have a unique extension number. To verify that mailboxes have a unique extension number, print the Directory Report.
Greetings play at the wrong time of day
There are four possible causes for this problem:
• The Business Open setting is not selected. Select the Business Open check box. Refer to
“Changing the Business Open setting” on page 101 for information.
• The wrong greeting numbers are assigned to the Greeting Table.
• The business hours are set incorrectly.
• The system time and date are incorrect for your telephone system.
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Greetings play on the wrong line
If you find the information is incorrect, you must reassign lines to the Greeting Table. Refer to
“Configuring line answering” on page 53 .
A telephone cannot be forwarded to the system
If you try to forward your incoming calls to the system and the display shows Forward denied , 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 your telephone is forwarded to.
Feature 981 produces a Log prompt on the telephone display
Whenever the Log prompt appears on the display, it can be caused by the telephone not having an assigned mailbox. If the extension does not have an assigned mailbox, CallPilot 150 or Business
Communications Manager 2.5 requests both a mailbox number and a password.
A subscriber cannot reply to an external caller or use Off-premise Message Notification or
Outbound Transfer
An Outdial type must be assigned before a subscriber can reply to an external caller using the
Reply feature or use Off-premise Message Notification or Outbound Transfer. Before a subscriber can reply to a message from an external caller, an Outdial type must be assigned.
The default for Outdial type is None. Until you assign a line or line pool as the Outdial type for a mailbox, the mailbox owner can use the Reply feature to return calls from internal extensions only,
Off-premise Message Notification for internal extensions only and Outbound Transfer for internal extensions only.
Telephone extension and mailbox numbers are different lengths
For CallPilot Manager to work properly, the mailbox number length must match the extension number length assigned to the system. If the extension number length is changed on the system, you must re-initialize and reprogram CallPilot.
You cannot access a line or a line pool
Check that your system supports the feature you are trying to use. If calls are not completed when you try to reply to a CLID message or reach an Off-premise Message Notification number, ensure
Outdialing is assigned, is available and is correctly configured. For more information refer to your system documentation.
Personalized greetings do not play
Personalized greetings do not play if a telephone is on Call Forward Busy or Call Forward All
Calls to the CallPilot extension number. If you use analog lines and a telephone is CFB or CFAC,
Personalized greetings depend on the CLID information that is received prior to the second ring.
Personalized greetings do not play if the Auto Attendant is set to answer at 0 or 1 ring. The
Primary or Alternate Personal Mailbox Greeting plays instead. Change the number of rings to 2 or more.
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Mailboxes do not accept messages
A mailbox does not accept messages if:
• it is not initialized
• CallPilot message storage capacity is full
Messages are removed from a mailbox
If messages are being removed, check the message retention period in the mailbox Class of
Service. To check the Class of Service, refer to
“Editing a Class of Service” on page 36 .
A mailbox owner lost the mailbox password
A forgotten password cannot be recovered. The password associated with the mailbox must be reset to the default password 0000. After a password has been reset to the default, the mailbox owner must change it in order to use the mailbox. To reset a password, refer to
“Changing mailbox settings” on page 35
.
A mailbox owner cannot access their mailbox
Each mailbox is assigned a maximum number of incorrect password attempts in its Class of
Service. CallPilot records the number of incorrect attempts from the last time the mailbox was successfully accessed. If the number is exceeded the mailbox owner is “locked-out” and hears the message “This mailbox is locked to prevent unauthorized access. Contact your administrator for
assistance.” The mailbox cannot be opened again until the you reset the password. To reset a password, refer to
“Changing mailbox settings” on page 35
.
A mailbox is not in the Company Directory
Verify the mailbox is initialized. If the mailbox is not initialized, it does not appear in the
Company Directory. Verify the Company Directory property for the mailbox is set to Yes. Refer to
“Changing mailbox settings” on page 35 .
Calls are answered by the wrong mailbox
Verify the correct extension is assigned to the mailbox.
A mailbox cannot be added to CallPilot Manager
Ensure that the mailbox is not already added. Mailbox numbers must be unique. Check that the number of mailboxes on your system has not been exceeded. If you have not exceeded the number of mailboxes on your system, you can purchase a software authorization code to add more mailboxes. On CallPilot 150 you can have a maximum of 200 subscriber mailboxes. On Business
Communications Manager 2.5 you can have a maximum of 998 subscriber mailboxes.
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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. DTMF dialing tones are produced when buttons are pressed on a touch dial telephone. When you press a button on the dialpad, CallPilot receives a DTMF dialing tone and performs the correct operation. For example, after you enter your mailbox password, you can press the
£ button. The DTMF dialing tone sent to CallPilot indicates you have finished entering your password.
Some voice patterns are the same as DTMF dialing tones. This can make CallPilot function incorrectly. For example, if in the middle of a message you say something that sounds like a
DTMF dialing tone created by pressing the
£ button, the recording session ends. Correcting Talk
Off requires adjustments to your CallPilot system. Call your advice line for more information.
You cannot create a Group List
The maximum number of Group Lists that can be created is 99. The CallPilot Group List must be enabled during installation. If the Group List feature is not enabled, you cannot create a Group
List.
CallPilot does not accept a Path number for a CCR Tree
If you enter an incorrect digit while assigning a Path number, an error message appears. The possible causes are:
• you entered an incorrect Path number. You can use only numbers 1 through 8 as Path numbers. Do not use 0 or 9 as Path numbers.
• you attempted to exceed the maximum number of Paths.
• you are trying to access a level of a Tree whose previous level does not include a Menu node.
You must add a Menu node to the first level to let callers move to the second level.
A CCR Tree cannot be deleted
A Tree cannot be deleted while it is in use. You must disable the Tree before you can delete it.
Note:
For more information about deleting the Tree, refer to “Deleting a CCR Tree” on page 75
.
Leave Message mailbox for a CCR Tree is full
The mailbox is equipped with a Never Full Mailbox feature, which lets a caller leave a message in the mailbox, even if the mailbox is “full”. The message is stored, but cannot be accessed until the mailbox owner deletes some of the messages in the mailbox.
If more message time is required, you can change the mailbox Class of Service. For more
information, refer to “Editing a Class of Service” on page 36 .
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Chapter 16
CallPilot configuration tips
This chapter describes system configuration enhancements that maximize the efficiency of
CallPilot.
Delayed answering by the Automated Attendant
The Automated 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. The Delay Ring Transfer
(DRT) feature transfers unanswered calls on these lines to the Automated Attendant after the specified number of rings.
Note: DRT applies only to incoming calls on the assigned line. It does not affect extension calls between telephones.
Ringing lines and answer buttons
If two or more telephones have a ringing line appearance of the same incoming telephone line, and one of these telephones is programmed with the Call Forward All Calls (CFAC) or Call Forward
No Answer (CFNA) features, incoming calls on the incoming telephone line are directed to the mailbox of the programmed telephone.
For example, if a marketing receptionist’s telephone has a ringing line appearance of the marketing director’s telephone, and the receptionist’s telephone is call forwarded to CallPilot, incoming calls transfer to the receptionist’s mailbox. This is also true if the receptionist’s telephone is CFNA to CallPilot and the number of specified rings on the receptionist’s telephone is fewer than the specified rings on the marketing director’s telephone.
Note: CFAC and CFNA do not affect calls on a telephone’s non-ringing lines. For example, if a receptionist’s telephone has a non-ringing appearance of another telephone’s CO line, and the receptionist’s telephone is CFAC or CFNA to CallPilot, incoming calls on this line are not affected.
Ringing Answer button
If one or more telephones have a Ringing Answer Button for another telephone, and one of these is
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.
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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.
To call forward to a mailbox, press
≤·°›.
To cancel call forward:
Press
≤£› or press CANCEL or press
∞.
Note: If you use CFAC, you cannot have any lines or answer DNs programmed to ring at your set because these calls will go to your mailbox.
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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 whether you use a Business Communications Manager or Norstar 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.
CallPilot for a small business
On Your Toes Dance Studio
CallPilot is the Call Forward No Answer (CFNA) extension for all the telephones in the office.
This means that any call that is not answered by a mailbox owner transfers to their mailbox.
Each mailbox owner has buttons programmed on their display telephone for the CallPilot Leave
Message feature (
≤·°‚) and the Open Mailbox feature (≤·°⁄). This gives easy access to these frequently used features.
Employees have a mailbox number that is the same as their telephone extension. All mailbox owners have initialized their mailbox and recorded a Personal Mailbox Greeting.
The central receptionist
The On Your Toes Dance Studio’s receptionist handles all calls from the studio’s published telephone number. If the receptionist does not answer the telephone within four rings, the
Automated Attendant answers the call. The receptionist is also the Norstar designated Operator.
Whenever a caller presses ‚ to speak with the operator, the call transfers back to the receptionist.
Here is how On Your Toes Dance Studio’s communication system works.
The On Your Toes Dance Studio’s public telephone number is 555-2468. The studio subscribes to custom calling services from the telephone company. This number forwards to any available
(non-busy) line in a group of six lines. All six lines appear on the receptionist telephone.
CallPilot is the Prime Set for each of the six lines. The Delayed Ring Transfer (DRT) feature is set to forward unanswered lines to the Automated Attendant. The DRT to Prime is set to Yes, and the
DRT Delay is set to four.
Note: Delayed Ring Transfer is a 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.
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Greeting Table 1 for On Your Toes
Greeting 1
“Good morning. You have reached On Your Toes Dance Studio. The studio 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.
Greeting 2
Greeting 3
Greeting 4
“Good afternoon. You have reached On Your Toes Dance Studio.”
“Good evening. You have reached On Your Toes Dance Studio.”
“You have reached On Your Toes Dance Studio. The studio is closed at this time. Stay on the line to leave a message.”
CallPilot uses Greeting Table 1 to answer calls after four rings. Depending on the time of day, different recorded greetings play for Morning, Afternoon, and Evening. When the Business Status is No, the Non-business Hours Greeting plays.
Note: Lines must be assigned to a Greeting Table before the Greeting Table greetings are used.
The Costume Room
The Costume Room has one telephone with a CallPilot mailbox. Calls are directed to the Costume
Room Attendant by the receptionist or the Automated Attendant. When the Attendant is not available, the caller is forwarded to the Costume Room mailbox. The mailbox primary message says:
“You have reached the Costume Room. No one is available to take your call. Please leave your name and number and a brief message after the tone and we will return your call as soon as
possible.”
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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 (≤·°⁄). This gives easy access to these frequently used features.
Employees have a mailbox number that is the same as their telephone extension. Subscribers have initialized their mailbox and recorded a Personal Mailbox Greeting.
When the receptionist is not available, callers use Custom Call Routing to route their call along a call path.
The central receptionist
Bridge Stone’s receptionist handles all calls from the published telephone number. When the receptionist is unable to answer the telephone within four rings, the Automated Attendant answers the call. The receptionist is also the designated Operator. When a caller presses
‚ to speak with the operator, the caller transfers to the receptionist.
Here is how Bridge Stone’s communication system works.
Bridge Stone’s public telephone number is 123-1234. All lines appear on the receptionist’s telephone. CallPilot is the Prime Set for each of the six lines. The Delayed Ring Transfer (DRT) feature forwards unanswered lines to the Automated Attendant.
Note: Delayed Ring Transfer is a 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.
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Greeting Table 1 for Bridge Stone Engineering
Greeting 1
“Good morning. You have reached Bridge Stone Engineering.”
The CCR Home Menu plays after the greeting. You can make Company
Greetings up to five minutes long.
Greeting 2
Greeting 3
Greeting 4
“Good afternoon. You have reached Bridge Stone Engineering.”
“Good evening. You have reached Bridge Stone Engineering.”
“You have reached Bridge Stone Engineering. The office is closed at this time. Stay on the line to leave a message.”
CallPilot uses Greeting Table 1 to answer calls after four rings. Depending on the time of day, different recorded greetings play for the Morning, Afternoon, and Evening. When the Business
Status is No, the Non-business Hours Greeting plays.
Greeting Table 1 answers calls using greetings 1 through 4. Greetings 1 through 4 play unless you assign different greetings. When the Greeting Table was configured, English was chosen as the
Primary Language.
Note: Lines used must be assigned to the Greeting Table before the Greeting Table greetings are used.
After the Company Greeting the CCR Home Menu voice prompt plays. This menu gives callers a list of single digit options. After callers listen to the Home Menu, they select an option by pressing a number on any tone dial telephone. For example:
“To speak to our customer service representative, press ⁄ . To reach our sales department, press
¤ . To reach our shipping and receiving department, press ‹ . To speak with our receptionist, press
‚.
The Customer Service and Sales department
This department has two receptionists, two customer service representatives, two sales agents, a sales manager, and a customer service manager. CallPilot is set up to answer all calls. Callers can select either customer service or sales from the CCR Home Menu voice prompt.
Incoming calls for customer service transfer directly to the customer service receptionist.
Incoming calls for sales transfer directly to the sales receptionist.
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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.
If a manager is unavailable to take a call, the call rings back at the receptionist’s set. The receptionist handles the call by asking the caller to leave a voice message in the manager’s mailbox. If the caller wants to leave a message, the receptionist transfers the caller using the
CallPilot Transfer feature
≤·°fl.
When CallPilot is set up this way, CFNA for the manager’s set is not used. The receptionist answers the manager’s calls and uses CallPilot’s Transfer feature to transfer the caller to the manager’s telephone. The CallPilot Transfer Callback Feature returns the call to the receptionist’s telephone if a manager is not available to take a call.
Note: The receptionist’s telephone has a ringing line appearance. This telephone cannot be forwarded to another telephone.
Shipping and Receiving
The employees in this department share the same telephone. This department uses one telephone line that is assigned to the loading dock. This line 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.
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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. Rotary dials cannot be used internally with
CallPilot.
Answer buttons
For information about Answer Buttons, refer to
“Ringing Answer button” on page 117 .
Autodial (internal)
To determine the CallPilot extension, press
≤·°fi.
You can use autodial for Busy Lamp Field (BLF) indication for all voice channels. This allows
CallPilot channels to be monitored during busy periods.
Automatic Set Relocation
Must be set to No when changing the CallPilot extension and connections between the
Norstartelephone system.
Call Forward All Calls (CFAC)
Any ringing line or answer button appearance on a set forwards to the extension specified by the call forwarded. If CFAC is used a caller immediately transfers to the mailbox of the CFAC extension.
Call Forward No Answer (CFNA)
Any ringing line appearance on a set is CFNA to the extension specified after the programmed number of rings.
CFNA is not applicable in an Automated Attendant application. If Delayed Ring Transfer (DRT) is being used for CallPilot answering, ensure that the number of rings for CFNA on any of the sets is equal to or higher than the number of rings for DRT.
CFNA takes precedence over DRT and Transfer Callback if it has a lower number of rings.
Camp On
The Camp On feature cannot be used to access CallPilot. If a caller calls the extension and there is no answer, the caller cannot invoke the Camp On feature. Advise the caller to wait a few moments and try the CallPilot extension again.
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Delayed Ring Transfer (DRT)
To use CallPilot as a secondary line answering position, set DRT:
1 Assign the CallPilot extension as the prime extension for the specified lines that are to be DRT to CallPilot.
2 Set DRT to Yes.
3 Set DRT Delay from one to six rings.
4 Assign a Greeting Table to each line that is to be DRT to CallPilot.
5 Set the CallPilot Answer option to No for the lines that are DRT to CallPilot.
Note: If DRT is used for CallPilot Answering, and telephones with a ringing line appearance forward to CallPilot, a caller immediately transfers to the mailbox of the
CFAC set.
Disconnect Supervision
With Line Disconnect Supervision, if a caller hangs up after reaching the Automated Attendant,
CallPilot immediately breaks the connection. Disconnect Supervision results in fewer ‘phantom’ messages in the General Delivery Mailbox and prevents CallPilot ports from being occupied.
Do Not Disturb (DND)
Stops all tones and ringing to a set. When a call transfers to a set with DND activated, the call appears as a flashing indicator on an available line. The Automated Attendant transfers the caller to the mailbox associated with the telephone.
Hold
A mailbox owner cannot put a session on hold. If the hold button is pressed during a CallPilot programming session, CallPilot disconnects, except if Automatic Hold is used to transfer a caller to a mailbox or an extension. CallPilot ignores Held Line Reminder tones.
Intercom Numbers
Inside callers can access CallPilot by pressing an intercom button and entering the extension.
Access to the CallPilot feature codes and “Message for you” indication requires an intercom button on the set.
An intercom button is required to notify an extension of an incoming transfer.
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.
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Lines
If a line programmed for the Automated Attendant appears on a set, it rings when CallPilot transfers the call. If a line programmed to be answered by the Automated Attendant does not appear on a set, a call is transferred to an intercom line appearing on the intercom button.
Message Send/Reply/Waiting
Any message notification left by an internal caller can be replied to using the CallPilot message reply options. After listening to a message, a subscriber can forward a copy of the message to another mailbox or call the sender of the message.
Note: If a subscriber replies to a message from a one line display phone (M7100, T7100,
M7208 or T7208), the subscriber must press
· after listening to the message.
Night Service
When Night Service is activated and the CallPilot prime extension is specified as the Night Ring extension for an incoming line, a caller immediately hears the CallPilot Automated Attendant.
Prime Set (multiple)
When configuring lines, CallPilot can be designated as the prime extension. CallPilot answers with the Automated Attendant.
Private line
When private lines are assigned to a set programmed to ring, CFNA to CallPilot is answered by the set’s mailbox. If a private line is the only appearance on that set, CallPilot transfers calls through the intercom button.
Note: If the private line is not programmed to ring, CFNA is not activated.
Ringing line preference
Ringing lines programmed to telephone extensions are recognized by CallPilot. Features such as
CFNA and CFAC to CallPilot are not recognized by non-ringing lines programmed to a telephone
extension. Refer to “Call Forward No Answer (CFNA)” on page 124 , “Call Forward All Calls
and
.
Selective Call Forward
Refer to “Do Not Disturb (DND)” on page 125 .
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 Automated Attendant.
Transfer Callback
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 calls with the fewest rings take precedence.
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Appendix
Default configuration values
This appendix is a summary of the values that you can enter at the prompts that occur throughout this guide. The tables include the range or values that can be entered and, where applicable, the default setting.
System Administrator password
Special mailbox types:
General Delivery Mailbox
System Administrator Mailbox
Automated Attendant extension
CO Line Greeting assignment:
Line number
Greeting Table:
Number of rings
Greeting used:
Morning
Afternoon
Evening
Non-Business
Language
Value four - eight digits two - seven digits
10 1000000
12 1000002 any valid CallPilot extension
1 - 500
1 - 4
0 - 12
1 - 40
1 - 40
1 - 40
1 - 40
1
0
Default
0000 (four zeros) two digits *
10
12 none none
1
2
3
4
Primary
*If the Group List leading digit is 1, the Special Mailboxes default to 20 and 22. The extension number length defaults to the Norstar telephone system extension 1number length. For more information, refer to the Installation Guide for your system.
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128 Appendix Default configuration values
Extension/mailbox:
Extension leading digit
Digits in extension
Mailbox leading digit
Digits in mailbox
Value
0 - 9 two - seven digits
0 - 9 two - seven digits
Default
Value Default
Number of subscriber mailboxes:
CallPilot 150
Business Communications Manager 2.5
Class of Service
Group Lists:
Group List number **
Number of members
200
998
1-16
001 - 099 - 901-999
1-125
20 depends on software package
Refer to
“Class of Service default values” on page 23
901 - 999
0
**Group List numbers are always three digits long
Hardware Specifications
Number of ports
Number of voice channels
Message storage
CallPilot 150
1 to 2
4
96M 24 hours default
192M 60 hours upgrade
Response time at the Home Menu
Number of Trees
Number of levels
Number of Paths per level
Value
2.5 seconds
8
11
8
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Group List leading digit
6
7
4
5
8
9
2
3
0
1
Appendix Default configuration values 129
Group List range
001 - 099
101 - 199
201 - 299
301 - 399
401 - 499
501 - 599
601 - 699
701 - 799
801 - 899
901 - 999
Feature code name
Leave Message
Open Mailbox
Call Forward
CallPilot extension
Transfer
Interrupt
Name Dialing
Call Record
Dialpad buttons
≤·°‚
≤·°⁄
≤·°›
≤·°fi
≤·°fl
≤·°‡
≤·°°
≤·°·
Description
Leaves a message in a mailbox. No password is required.
Opens your mailbox to play your messages and to access mailbox options.
Forwards incoming calls to your mailbox.
Displays the voicemail extension number on your phone.
Transfers calls to a mailbox on the CallPilot system.
Intercepts a caller who is listening to your mailbox greeting or leaving a message.
Lets you dial calls by searching the Company Directory.
Records a call and stores it in your mailbox.
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Glossary
AA
Administration
The tasks involved in maintaining CallPilot mailboxes, Greetings, set up and configuration. Administration also involves setting up and maintaining CCR Trees.
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. The other sets cannot access the line or use the Interrupt feature (
≤·°‡) to access the answered line.
Alternate extensions are available only on Subscriber mailboxes.
Alternate Greeting
An alternate greeting that a subscriber records for an exceptional occasion, such as an absence.
Alternate Language
An alternate language used for greetings and prompts. To use an alternate language, you must enable the Bilingual Option. The alternate language cannot be the same as the primary language.
Attendant sign ON/OFF
A task performed by a company Receptionist or designated Operator that indicates to
CallPilot when an Operator is available to answer calls.
ATA 2
A Nortel Networks product that connects an analog device such as a single-line telephone or a fax machine to a Business Communications Manager 2.5 or CallPilot 150 system.
Automated Attendant
The CallPilot answering service that answers incoming calls with a Company Greeting, plays a list of options to a caller, and performs call routing functions in response to caller selections.
Blind Call
An incoming call that transfers directly to the extension requested.
Broadcast Message
A message that can be sent by the System Administrator. Broadcast messages play on all mailboxes initialized with CallPilot. Broadcast messages are not sent to Information or
General Delivery mailboxes.
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132 Glossary
Business Status
A setting that overrides the schedule of the Greeting Table and plays the Non-business greeting until turned off.
Call Screening
If you change the mailbox transfer option to Screened, subscribers can listen to a recording of the caller’s name before accepting a call.
CCR
Channel configuration
The number of channels on the CallPilot unit designated for outdialing.
Class of Service
A Class of Service (COS) defines the values for the special features of a mailbox. When you add a mailbox you choose a Class of Service that provides the level of service appropriate for the subscriber. A mailbox cannot be added without a Class of Service.
Company Directory
An internal list of the names of subscribers with initialized mailboxes designated to appear in the directory.
Configuration
The tasks involved in setting up CallPilot. For example, configuring the Central Office
(CO) lines answered by CallPilot.
Configuring CallPilot lines
The tasks involved in determining which external lines are answered by CallPilot and which Greeting Table is assigned.
COS
Custom Call Routing
Call Paths that let callers select options to direct their calls along paths you create.
Default
The parameters preset for CallPilot.
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Glossary 133
Destination
On a CCR Tree, the Destination determines where callers are directed after they listen to information or leave a message in a mailbox. The Destination types are:
• Previous: returns the caller to the Previous menu
• Home: returns the caller to the Home Menu
• Disconnect: disconnects the call
Display
A one-line or two-line display on the business telephone that shows CallPilot commands and options.
Display buttons
The three buttons that appear below the display on a two line display telephone. When pressed, these buttons select the specified CallPilot option.
Display options
The choices that appear on the display of a two line display. Options that appear on the display can be selected using the display or dialpad buttons.
Envelope information
A date and time stamp that appears on all messages left in a mailbox. When a message is left by another mailbox owner, envelope information includes the message sender’s name.
Extensions
A two to seven-digit number that is used to reach a designated telephone. The extension length ranges from two to seven digits.
Feature code
A unique three-digit code used to access CallPilot features and options.
General Delivery Mailbox
One of the two Special Mailboxes that hold messages for individuals who are not assigned a Subscriber mailbox. The other Special Mailbox is the System Administrator Mailbox.
Greetings
There are three types of CallPilot Greetings: Company Greetings, Personal Mailbox
Greetings and Information mailbox Greetings. Company Greetings are played by the
Automated Attendant to incoming callers. Personal Mailbox Greetings are played to callers who want to leave a message in a selected mailbox. Information mailbox Greetings are played to describe goods or services available to callers.
Greeting Tables
A table for storing recorded Company Greetings, start times assigned to the greetings, and the lines that are answered by CallPilot. There are four Greeting Tables.
CallPilot Manager Set Up and Operation Guide
134 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 type of Subscriber mailbox you can assign to people who do not have a permanent extension, but require a mailbox. These mailboxes receive and store messages the same way that Subscriber mailboxes do.
Home Menu
The first CCR menu callers encounter after they hear the Company Greeting. The Home
Menu provides a list of single-digit options to a caller. After callers listen to the Home
Voice Menu they select an option by pressing a keypad number on their telephone.
You can program Home Menu to offer up to eight options. By default,
Ø is reserved for reaching the Operator, and
· offers the menu in the Alternate Language.The Home
Menu can also be an Information Message that plays an announcement to callers and then disconnects the call when the announcement is finished.
Home Menu Voice Prompt
A voice prompt that provides a list of number options. When pressed, these options can route a caller to a sub-menu, an Information Message, a Leave Message option, or a transfer to an extension.
Information mailbox
A mailbox that plays an informative message to callers. The message can describe goods or services available from your company. The Information mailbox does not store messages and does not have an extension associated with it.
Information Message
On a CCR Tree, an Information Message is a message you record to provide a caller with information about goods or services available from your company. You must create an
Information mailbox before you can add the Information Message option to a CCR Tree.
Initializing a mailbox
Preparing a mailbox to receive messages. Initializing a mailbox includes changing the mailbox default password, recording a Company Directory name and recording Personal
Mailbox Greetings.
Initializing CallPilot
Specifying the CallPilot settings for mailbox number length and language preference.
Leave Message
Feature 980, the feature code used to leave messages in CallPilot mailboxes.
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Leave Message option
The Leave Message option on a CCR Tree provides callers with access to a mailbox so they can leave a message. When they select this option, the caller automatically transfers to a mailbox to leave a message.
Level
The Home Menu is on Level 0. As sub-menus are added, the caller progresses through the levels of the CCR Tree. A total of 10 levels can be created (from 0 to 9).
Mailbox
A storage place for messages on the CallPilot system.
Mailbox number length
The number of digits allowed in a mailbox number. The mailbox number length ranges from two to seven digits.
Mailbox properties
Optional parameters in addition to the Class of Service values. Mailbox properties are:
Include in Company Directory, Alternate extensions, Express Messaging Line, Call
Screening, Message Waiting Notification, and Outdial type.
Menu
A voice prompt you record that provides a caller with a list of up to eight options. There is one default pre-recorded menu, the Automated Attendant Menu, that plays after the
Company Greeting. You can replace this default menu with a custom menu, or you can assign the CCR Home Menu to play instead of an Automated Attendant menu.
Message Delivery Options
Message sending options that are stamped onto a message. A Message Delivery Option can be assigned to a message after it is recorded.
The Message Delivery Options for the Norstar Voice Mail interface are Normal, Certified,
Urgent, Private and Timed. The Message Delivery Options for the CallPilot interface are
Normal, Urgent, Private, Acknowledge and Timed.
Message Waiting Notification
Message Waiting Notification provides subscribers with the message notification
“Message for you” on the display of their telephone. This feature is a Mailbox property that is not controlled by a Class of Service.
Never Full Mailboxes
The Never Full Mailbox feature lets a caller leave a message in a Subscriber mailbox, even if the mailbox is “full”. The message is stored, but cannot be accessed until the subscriber deletes at least one saved message.
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136 Glossary
Off-premise Message Notification
Off-premise Message Notification lets subscribers direct their messages to any telephone number, extension or to a pager. This feature is part of the Class of Service.
Operator
The Operator is the person whose extension rings when a caller is prompted by the
Automated Attendant to “Press
Ø for an operator”. If the Operator is not available, callers who request the Operator transfer to the General Delivery Mailbox.
In Class of Service, the Operator is called the Target Attendant.
Operator default extension
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 Operator Status setting tells the system whether a Receptionist or designated Operator is available.
Option
A CallPilot choice that is given to a caller through voice or display prompts.
Outdial type
The Outdial type determines which line or line pool the system uses for Off-premise
Message Notification, Outbound Transfer, or when a mailbox owner replies to a message left by an external caller.
Password
Path
A four- to eight-digit number that is entered on the dialpad. A password is used to open mailboxes or perform configuration tasks.
A Path is the course an incoming call takes to or through one or more menus on a CCR
Tree to reach a destination.
Path number
An identification number assigned to a Path on each CCR Tree. The number represents the sequence of digits that callers enter to route themselves along the Path.
Primary Greeting
The main greeting played to callers.
Programmable memory buttons
Buttons on display telephones that can store feature codes and numbers.
Reports
The Reports used to view CallPilot programming, the amount of available message storage time, and CCR programming and administration.
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Resetting passwords
A System Administrator task that changes a mailbox password from its current password back to the CallPilot default password of 0000.
Resetting CallPilot
Returning CallPilot to its default settings.
Special Mailboxes
The two mailboxes used by the System Administrator and designated Operator. The
Special Mailboxes are the System Administrator Mailbox and the General Delivery
Mailbox.
Sub-menu
A sub-menu is any menu presented to the caller after the Home Menu. Sub-menus can lead to other sub-menus. A total of nine sub-menus can be added to a CCR Tree.
Subscriber
A subscriber is a mailbox owner. Subscriber mailboxes include Guest mailboxes.
Subscriber mailboxes
Subscriber mailboxes:
• are assigned to subscribers by the System Administrator
• include Guest mailboxes
• are maintained by the mailbox owner (subscriber)
• can be listed in the Company Directory under the mailbox owner’s name
• are protected by a password that the subscriber can change, or can be reset to 0000 by the System Administrator if the subscriber forgets the password
System Administrator
The person responsible for configuring, updating, and maintaining the CallPilot system.
System Administrator Mailbox
One of the two Special Mailboxes. It is used by the System Administrator for sending
Broadcast Messages.
Target Attendant
The Target Attendant is assigned to answer a telephone when a caller opens a mailbox to leave a message and presses
‚ to reach the Operator.
Tone dial telephone
A push button telephone that emits DTMF tones.
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138 Glossary
Transfer
On a CCR Tree, a Transfer prompt provides a caller with access to an extension or an external number an extension or an external number. A Transfer prompt is assigned a one-digit number that appears in a menu. When this number is pressed, the caller automatically transfers to an extension or external number.
Voice prompts
The prerecorded voice instructions that play when callers access CallPilot features and options. Voice prompts can guide callers along the call Path of a CCR Tree.
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139
Index
A
Access passwords
ATA 2 and ASM, CallPilot Feature Compatibility 124
Automated Attendant
recording Custom Menu prompt 52
B
Backing up CallPilot information 99
Broadcast message
Business Status, setting 101, 106
C
Call Display Information, troubleshooting 113
Call Forward
Call Record, in Class of Service 22
CallPilot
configuration for medium business 121
configuration for small business 119
reports
resetting to factory default 99
CallPilot Feature Compatibility
Delayed Ring Transfer (DRT) 125
CallPilot features
CallPilot Manager
reports
starting from Business Communications Manager 2.5
14 starting from CallPilot 150 14
CallPilot options
CallPilot Manager Set Up and Operation Guide
140 Index
Camp On, CallPilot Feature Compatibility 124
Canadian Pronunciation setting 88
CCR Tree
assigning to a Greeting Table 49, 73
Home Information node, adding 66
making a destination in the CLID Routing Table 73
Next Action
node, changing 75 node, deleting 75
Transfer node, adding 72 transfer to external number 72
Off-premise Message Notification 22
Outbound Transfer 22 password attempts 22 password expiry 22 prompt language 22 retry intervals 22
Company Directory
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Conventions, guide 11 button options 11 buttons 11 command line 11
Customized Automated Attendant Menu prompt 52
D
Default extension, Operator DN 102, 105
Delayed Ring Transfer (DRT), CallPilot Feature
Destination Type, assigning 57
Destination types, Custom Call Routing (CCR) 63
Dialing Translation
parameters 91 reply translation 91
Dialing Translation Table
changing entries 94 deleting entries 94
Disconnect Supervision, CallPilot Feature
Do Not Disturb (DND), CallPilot Feature Compatibility
E
Enable External Initialization setting 87
Enable General Delivery Mailbox setting 87
Express Messaging Line
Extension number length, troubleshooting 114
F
Forwarding calls, troubleshooting 114
G
General Delivery Mailbox 18, 113
Greeting
assigning to a Greeting Table 49
Greeting Table
Primary Language 47 recording Company Greetings 47
using the Alternate Language 46
Greetings
assigning to a Greeting Table 48
Index 141
Group List
Group List Leading Digit setting 87
H
Hold, CallPilot Feature Compatibility 125
Home node, Custom Call Routing (CCR) 62
I
Information mailbox greeting, recording 111
Information mailbox, adding 31
Intercom numbers, CallPilot Feature Compatibility 125
L
Language choice, CallPilot Feature Compatibility 125
Log prompt, troubleshooting 114
M
Mailbox
Message Waiting Notification 24
include in Company Directory 24
Message Waiting Notification 24 outdial type 24
properties, changing 35 troubleshooting 115
CallPilot Manager Set Up and Operation Guide
142 Index
Mailbox message time, in Class of Service 22
Mailbox properties
include in Company Directory 24
Message Waiting Notification 24
Make Directory Available setting 87
Maximum Outcalling Channels setting 87
Message length, in Class of Service 22
Message Waiting Notification 24
Messages, CallPilot Feature Compatibility 126
N
Name, recording in Company Directory 27
IP Address 97 network identification settings 97
Subnet Mask 97 unit address 97
Networking, in Class of Service 22
Next Action
Night Service, CallPilot Feature Compatibility 126
Node
O
Off-premise Message Notification 136
in Mailbox Information Report 79
number of attempts 22 retry intervals 22
Operator password
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Operator settings, changing 101
Outbound Transfer
in Mailbox Information Report 79
in Port Usage/Call Handling Report 82
P
Parameters
access code 91 area code 91 long distance access code 91 reply translation 91
Password
expiry 34 incorrect lock-out 34
Password attempts, in Class of Service 22
Password expiry, in Class of Service 22
Path Number, troubleshooting 116
Path, Custom Call Routing (CCR) 63
Port Usage/Call Handling Report 82
Prime Set, CallPilot Feature Compatibility 126
Private line, CallPilot Feature Compatibility 126
Prompt
Prompt language, in Class of Service 22
R
Recording
Customized Automated Attendant Menu prompt 52
Reply Feature, troubleshooting 114
Reports
Port Usage/Call Handling 77, 82
Restoring CallPilot information 99
Ringing line, CallPilot Feature Compatibility 126
S
Service Modes, CallPilot Feature Compatibility 126
Set Relocation, CallPilot Feature Compatibility 124
Sub-menu, Custom Call Routing (CCR) 62
System Properties
Enable External Initialization 87
Enable General Delivery Mailbox 87
Maximum Outcalling Channels 87
System properties
Index 143
T
Target Attendant, in Class of Service 22
Transfer Callback, CallPilot Feature Compatibility 126
accessing a line or line pool 114
General Delivery Mailbox 113 greetings 113
mailbox not accepting messages 115 message lost in a mailbox 115 password lost 115
U
User interface, in Class of Service 22
V
Voice Mail version, viewing 87
CallPilot Manager Set Up and Operation Guide
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