BCM Rls 6.0
Advanced Paging Productivity Pack
Task Based Guide
Advanced Paging Productivity Pack
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Table of Contents
Advanced Paging Productivity Pack (APPP) .................. 6
Overview .......................................................................................... 6
Required Information ....................................................................... 7
Business Communications Manager Pre-Requisites ....................... 7
Flow Chart ....................................................................................... 8
Accessing Business Element Manager ............................................ 9
Installing the Smart Update File (BCM 5.0 Only) ........................... 12
Assigning Extensions to Page Zones ............................................ 15
Accessing CallPilot Manager via Element Manager ...................... 17
One Button Page ........................................................................... 18
Configuring the CCR Tree Park and Page Nodes ........................................... 22
Recording the Park and Page Announcements .............................................. 29
Programming a Button to Access the Park and Page Node ........................... 35
One Button Text ............................................................................. 40
Global Settings ................................................................................................. 40
Associating Text Messages to Feature Codes ................................................ 42
Text Messages – Understanding the Telephone Display. ............................... 46
Text Paging .................................................................................... 48
Configuring Text Paging .................................................................................. 48
Schedule Page .............................................................................. 55
Creating a Schedule Plan ................................................................................ 56
Assigning a Greeting to a Schedule Plan ........................................................ 61
Scheduled Page - Defining the Opening and Closing Times within CallPilot
Manager ........................................................................................................... 63
Recording Schedule Page Announcement Greetings (Company
Greetings) ........................................................................................................ 65
Recording a Company Greeting ...................................................................... 65
Customer Assistance Page ............................................................ 67
Creating a CCR Tree with Park & Page Nodes. .............................................. 68
Configuring the Customer Assistance Box ...................................................... 68
Reporting ....................................................................................... 70
Troubleshooting .............................................................. 75
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Avaya Documentation Links .......................................... 76
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Advanced Paging Productivity Pack (APPP)
Overview
The Advanced Paging and Productivity Pack provides a number of features
that can be utilised in a retail establishment. The features available are
described below.
One Button Page: This feature allows a user to press a feature key or a
sequence of keys on the telephones number pad, to initiate a preprogrammed page. The page is played in the appropriate paging zone that
relates to a certain department or floor of a retail store.
One Button Text: This feature allows a user to press a feature key or a
sequence of keys on the telephones number pad, to send a pre-programmed
text message to a specific recipients telephones display. The configured
feature codes each have a direct association with a specific text message.
The recipient can respond to the message to indicate that they will be taking
the required action based on the content of the message they have received.
For example, this feature can be used to discreetly request specific supervisor
assistance in a particular department where there is disruptive customer.
Text Paging: This feature allows a user to broadcast a defined text message
to a number of configured sets. The feature can be invoked from a Customer
Assistance Box (CAB) or invoked from a specified handset using Feature 970.
An employee responds to the page and presses a button on the CAB to
cancel the page.
Customer Assistance Page: This feature allows a customer to press a call
button on a customer assistance box (CAB) to request assistance. The
system plays the appropriate announcement to a specified page zone that
could relate to a specific store department. An employee responds to the page
and presses a button on the CAB to cancel the page.
Note: The Text Paging and Customer Assistance Page features can work
simultaneously, when the CAB call button is pressed.
Schedule Page: The system can be pre programmed to play pre recorded
page announcements automatically, to defined page zones, at pre defined
times. This facility could be used to announce to customers that the store is
about to close or to remind staff that a store delivery is due.
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Required Information
To configure the features of the Advance Paging Productivity Pack you need
to consider:
One Button Transfer facility / Customer Assistance Page
The number of Custom Call Routing (CCR) Trees to be programmed
with Park and Page features.
The feature codes to be used. This will be based on the number of
CCR Trees to be utilized. For example 16 feature codes will require a
minimum configuration of 2 CCR Trees with 8 nodes on each tree.
The Page Zones to be used.
The Page Greeting announcements to be used.
Text Messaging
The text messages to be utilized.
The feature codes to be associated with the text messages.
The DN‟s the text messages will be sent to.
Text Paging
The text messages to be utilized.
The configured DNs to be associated with the text message.
The DNs that will be paged and receive the configured text message.
Schedule Page
The page announcement required that will be recorded as Company
Greetings.
The times / dates they will be played.
Business Communications Manager Pre-Requisites
BCM200/400 4.0 and later software.
BCM50 2.0 and later software.
BCM450 1.0 and later software.
BCM Release 5.0, 6.0
Element Manager / Business Element Manager.
The BCM should have the necessary smart update files applied to
enable the APPP feature.
For BCM Release 5.0 only, two smart updates are available that
provide the Text Paging facility.
BCM50: BCM050.R500.SU.System-002.200912 or higher
BCM450: BCM450.R500.SU.System-002.200912 or higher
Keycode entitlement for Advanced Paging Productivity Pack.
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BCM 5.0 only: Install the APPP software
Update to enable Text Paging: Refer to
the Installing the Smart Update File
(BCM 5.0 Only) section of this guide.
Ensure the BCM has the APPP keycode
entitlement: In Element Manager, look in
System, Keycodes. The Status for APP
Pack should read Active.
Assign the DN‟s to the required Page
Zones: Refer to the Assigning
Extensions to Page Zones section of
this guide.
Which APPP features are required?
One Button Page
One Button Text
Schedule Page
Customer Assistance
Page
Configure the required
CCR Tree Park and
Page Nodes:Refer to the
Configuring the CCR
Tree Park & Page
Nodes section of this
guide.
Record the Park and
Page Announcements:
Refer to the Recording
Park & Page
Announcements section
of this guide.
Program a button on the
required telephones that
will use the One Button
Page feature: Refer to the
Programming a Button to
Access the Park & Page
Node section of this guide.
Configure the
required One Button
Text Global Settings:
Refer to the Global
Settings section of
this guide.
Associate the Text
Message to Feature
Codes: Refer to the
Associating Text
Messages to
Feature Codes
section of this guide.
Add the Schedule
Plans required:
Refer to the
Creating a
Schedule Plan
section of this guide.
Record the Page
Announcements:
Refer to the
Recording a
Company Greeting
section of this guide.
Assign the Greetings
to a Schedule Plan:
Refer to the Assign
a Greeting to a
Schedule Plan
section of this guide.
Configure the required
CCR Tree Park and
Page Nodes: Refer to the
Creating a CCR Tree
with Park & Page
Nodes section of this
guide.
Configure the Customer
Assistance Box: Refer to
the Configuring the
Customer Assistance
Box section of this guide.
Text Paging
Define the
Configured DNs /
CAB from which
messages are to be
sent. Refer to the
Configuring Text
Paging section of
this guide.
Enable the
Configured DNs
Refer to the
Configuring Text
Paging section of
this guide.
Select the
Configured DNs and
add the required
Destination DNs.
Refer to the
Configuring Text
Paging section of
this guide.
Flow Chart
The following flowchart depicts the relevant procedure for APPP setup:
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Accessing Business Element Manager
If Element Manager has not been installed please refer to the Installing the
Element Manager Application section of the System Start Up Guide.
1. To access the Business Element Manager application from the Start
Menu, navigate to Start, Programs, Avaya, Business
Communications Manager, Business Element Manager.
2. Alternatively, double-click on the Business Element Manager desktop
icon.
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3. You will be presented with the Element Manager interface.
4. Open the Network Elements folder and select the IP Address of the
BCM.
5. Enter the User Name of the BCM in the User Name field, by default this
is nnadmin. Then enter the Password in the Password field, by default
the password is PlsChgMe!. Click the Connect button.
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6. A warning screen will appear, read the warning and click OK.
7. You will be presented with the Element Manager interface.
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Installing the Smart Update File (BCM 5.0 Only)
For BCM Release 5.0 systems, the Text Paging facility will be available once
a Smart Update file has been applied to the BCM. To ascertain if the update
file has been applied, navigate in the Configuration tab, to Applications,
Advanced Paging Productivity, One Button Text. If the Text Paging tab is
not visible next to the Feature Configuration tab, the Smart Update file
enabling the Text Paging feature will need to be applied.
Note: The Smart Update files can be obtained from the Avaya Support Web
site. Refer to the Required Information section of this guide for Smart
Update file details.
To install the file from Element Manager interface:
1. Login to the BCM via Element Manager.
2. From the Administration tab open the Software Management folder
and select the Software Updates link.
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3. Click the Get New Updates button.
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4. The Get New Updates box will appear. Click on the Retrieve From
drop down box and select the location from which to obtain the update
file.
5. Click the Browse button and browse to the folder containing the
update files. Select the update file and click Apply.
Note: That the Status of the files should be displayed as Available.
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6. The update will proceed and its progress displayed.
7. Once the update has completed it can be viewed by selecting the
Software Update History link.
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Assigning Extensions to Page Zones
In order for Page Announcements to be played in the appropriate Page Zones
/ store department areas, the DN‟s (telephones) themselves need to assigned
to the required Page Zones. This can be completed by using Element
Manager.
1. Login to Element Manager and From the Configuration tab open the
Telephony folder, followed by Sets, and select the Active Sets link.
2. Select the DN that you wish to assign to a Page Zone. In this example
DN 221 has been selected.
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3. Select the Capabilities and Preferences tab in the upper panel
followed by the Capabilities tab in the lower panel.
4. In the Page Zone field enter the appropriate Page Zone number as
required. A DN can belong to one of six page zones.
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5. Repeat the process to assign all of the DN‟s that will receive page
announcements to the appropriate page zones.
Accessing CallPilot Manager via Element Manager
CallPilot Manager is the interface from which Custom Call Routing Trees (and
consequently Park and Page nodes required for One Button Page, and
Customer Assistant Page) can be configured and Page Announcements
recorded.
1. To access CallPilot Manager: Select the Configuration tab, open the
Applications folder, select the Voice Messaging / Contact Center
link, and then click to Launch CallPilot Manager.
2. You will be presented with a Security Alert Screen. Read the alert and
click Continue to this website to continue.
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3. The Main Menu of CallPilot Manager will be launched.
One Button Page
The one button page feature allows a user to press a programmed feature
button or enter a feature code that will initiate a defined page to a defined
paging zone.
The One Button Page facility is initially programmed via CallPilot Manager and
utilises the one Button Park and Page feature that is available with the
Custom Call Routing Trees.
The first stage of the One Button Page configuration is to determine the initial
Feature Code that will be used, along with the number of feature codes to be
available to users.
To define the initial feature code to be used:
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1. Login to CallPilot Manager. Select the Auto Attendant link from Call
Pilot Managers Main Menu.
2. You will be presented with the Lines Administration screen. Select
the General Properties link.
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3. The Auto Attendant Properties screen will be displayed.
4. In the Starting CCR Tree Feature Code field enter the first three digit
Feature code that will be available to users of the One Button Page
facility. This will be the starting point for all subsequent One Button
Transfer Feature Codes.
The three-digits of the feature code represent:
The first digit of the Feature Code.
The CCR tree number.
And the node that will be selected within the tree.
The code entered must correspond to the format of Feature 9AB.
Where 9 represents the first digit of the Feature Code.
A represents the tree number from 1 to 7. You cannot use 0, 8
or 9 as these digits may conflict with existing feature codes.
B represents the CCR Tree Node Number and can range from 1
to 8.
An example of a Feature Code could be Feature 912 where 9
represents the Feature Codes leading digit, 1 represents the CCR Tree
number and 2 represents the Node of the CCR Tree.
Note: The feature codes used must not be the same as any existing feature
codes that are available with the Business Communications Manager system.
The range of Feature Codes that can be used are: 911 to 918, 921 to 928,
931 to 938, 941 to 948, 951 to 958, 961 to 968 and 971 to 978.
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5. In the example below a starting Feature Code of 911 has been entered
representing Feature 9, CCR Tree 1, Node 1.
6. The range of Features Codes to be made available to users needs to
be entered. In the example below 16 has been entered in the Number
of CCR Tree Feature Codes field. This would limit the number of fully
configured CCR trees that could be accessed to 2 as there can be 8
nodes per CCR Tree. (i.e. 2 trees x 8 nodes per tree equals 16 nodes).
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Note: If the starting feature code is 911, a maximum of 56 feature codes
can be entered. If the starting feature code is higher than a value of 911,
the available number of feature codes decreases. Any feature codes that
precede the starting feature code will be unavailable for use.
For example: By using a starting feature code of F941, you will only be
able to allocate a maximum of 32 feature codes. i.e. 941 to 948, 951 to
958, 961 to 968 and 971 to 978.
The Custom Call Routing (CCR) Trees can now be configured with Park and
Page Nodes and can be accessed by the feature codes that you have
created.
Configuring the CCR Tree Park and Page Nodes
In order for the One Button Page Feature to function a CCR tree has to be
created or an existing tree amended to include the required Park and Page
nodes. These nodes will be reference by the Feature codes configured within
Auto Attendants General Properties screen.
To create a CCR Tree that includes the required Park & Page nodes:
1. From CallPilot Manager select the Custom Call Routing link. In this
example there are five existing CCR Trees configured.
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2. Click on the Create button for the tree that is to be configured.
3. Select the Home Menu Node radio button followed by the Submit
button.
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4. You will be presented with the CCR Tree Properties screen. Click on
the Park & Page link.
5. The Park & Page node will be displayed as node 1. Click on the
Change link.
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6. The CCR Park & Page Node Properties screen will be displayed.
7. In the Caption field, enter a caption that describes the function of this
Park and Page node. The caption can be up to 30 characters in length.
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8. The Transfer DN and Transfer Before Page settings are not required
for the One Button Page facility.
9. From the Page Type drop down box, select a page type that will be
used. The options available are: internal zone, overhead paging or
both. The default setting is to page an internal zone.
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Note: Extensions (DN‟s) can be assigned to the appropriate page zone
from the DN‟s Capabilities settings within Element Manager. This will allow
different physical areas to be covered by telephones belonging to specific
zones. Eg Sales extensions in zone 1, Parts extensions in zone 2. Please
refer to the Assigning Extensions to Page Zones sections of this guide.
10. The Paging Zone drop down box allows you to select a page zone to
which the page announcement will be played. The zones available are
zones 1 to 6, or All zones. The default is zone 1. If overhead paging is
utilised this setting is ignored.
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11. The number of times the system will attempt to page the paging zone
can be defined from the Page Retries drop down box. The number of
potential retries ranges from 0 to 5 with a default setting of 1 retry.
12. The number of seconds between paging retries can be defined from
the Retry Interval drop down box. The interval can be defined within a
range of 5 to 300 seconds with a default of 15 seconds.
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13. Click the Submit button. The Park and Page Announcements should
now be recorded.
14. Repeat this process until the required Park and Page nodes are
configured.
Recording the Park and Page Announcements
The announcements within a page zone advertising the caller and its allotted
park code needs recording in the Primary/Alternate Prompt buttons. These
recordings will play to the extensions within a paging zone or overhead paging
system.
For example if you record “Sales assistance required.” The system will play
“Sales assistance required” in your recorded voice.
To record the Park and Page Announcements:
1. Select the CCR to which the announcements will apply and click the
Change link.
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2. Click the Change link of the Park and Page node.
3. Click the Voice button of the Primary or Secondary Prompts.
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4. From the Recording window enter the DN (extension number) for the
telephone from which you wish to record the page announcement.
Click the Dial button. The telephone rings.
5. Pick up the handset. Do not use Handsfree.
6. Click the Record button and after the tone, record your Page prompt.
7. After you finish recording your prompt, click the Stop button.
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8. To listen to the prompt, click the Play button or to save the recording,
click the Save button. Do not replace the handset before clicking the
Save button if you wish to keep the recording.
9. Click the Close button and replace your telephone handset.
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10. Click the Refresh icon in your browser (or press the F5 key) and the
prompt should display as Recorded. Then click the Submit button.
11. The CCR Tree Properties screen appears.
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12. Click on the Change link adjacent to the Menu of the CCR Tree.
13. Enter a descriptive caption and click the Submit button.
14. Click the Close button or if further Park & Page nodes are to be added
to the CCR Tree click the Park & Page link and follow steps 4 to 14 of
the Configuring the CCR Tree Park and Page Nodes section of this
guide.
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This is an example of a completed CCR tree with the maximum eight Park
& Page nodes configured for the tree.
Programming a Button to Access the Park and Page Node
To facilitate the use of the One Button Page feature from the required
telephones, the telephones buttons will need programming with feature codes
that provide access to the Page announcements in the various zones.
In the example above, CCR Tree number 6 has 8 Park and Page nodes that
can be referenced by feature codes as follows:
Feature 961 node1, Feature 962 node2, Feature 963 node3, Feature 964
node4, Feature 965 node5, Feature 966 node6, Feature 967 node7, Feature
node8 968.
The required feature codes can be programmed against the buttons by using
Feature *3. Follow this procedure for each telephone that will use the one
button page feature to page the required zones.
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1. On the telephone to be programmed, press the Feature key then the
star key and 3 key.
2. Program Features will show on the telephones display.
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3. You will then be prompted to Press a key i.e. the key that will be
programmed with the feature code.
Note: Memory buttons are buttons not assigned as line, intercom or handsfree
buttons. Memory buttons store internal and external numbers or provide
access to features.
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4. Press the key to be programmed and the display will show Feature
Code.
5. Press the Feature key then enter the feature code that corresponds to
the Park & Page Node on the CCR tree to be utilised. In this example
CCR Tree 6 and Node 1 has been referenced with a feature code of
F961.
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6. The display will show Programmed as confirmation that the button has
been configured to use the required page feature code.
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One Button Text
The One Button Text feature provides the user with the facility to send a pre
programmed text message to a specific telephone DN (Directory Number).
Feature codes are configured each of which has a direct association with a
specific text message. The features that relate to the text message can then
be accessed by pressing a programmed memory key or by entering a feature
code directly on a handset from which the text message will be sent. Up to 50
feature codes can be programmed on the BCM for use with the One Button
Text facility.
Global Settings
To configure the One Button Text feature certain global settings have to be
configured. This configuration is completed using Element Manager.
1. Login into the BCM with Element Manager. From the Configuration
tab open the Applications folder followed by Advanced Paging
Productivity Pack and select the One Button Text link. The Global
Settings will be displayed on the right of the screen.
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2. You can now determine whether an alert tone will be played on a
recipient‟s telephone whenever a text message is received. Select or
clear the Alert Tone check box as required.
3. The amount of time to wait for a recipient to respond to a message can
also be specified. When the time expires a no response message will
be returned to the sender.
4. In the Display Timeout(s) box enter a time ranging from 60 to 300
seconds after which a no response message will be sent to the sender.
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Associating Text Messages to Feature Codes
Once the Global Settings have been configured the text messages can be
associated with the appropriate feature code. Up to 50 features codes can be
configured associated with text messages.
1. From the Configuration tab open the Applications folder followed by
the Advanced Paging Productivity folder and select the One Button
Text link. From the right side of the displayed window select the
Feature Configuration tab.
2. Click the Add button. Enter a Feature code to be associated with the
text message.
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Note: That the format for valid feature codes is F9XY where X should be
greater than 0 and less than 8. Y should be greater than 0 and less than 9. It
should also be noted that these featured codes can not conflict with any
existing feature codes already in use on the BCM. For example if you are
using the one button page feature with 16 features relating to CCR Trees 1
and 2. The first available one button text feature code would be F931 as for
example F911 or F921 would conflict with the Park and Page feature codes
relating to CCR Trees 1 and 2.
3. The feature code will be displayed. Select the feature code to view the
details of that code in the lower panel.
4. In the Text Message field enter a message from 1 to 24 characters in
length. This is the message that will display on the defined recipients
telephone (DN).
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5. In the Destination DN field, enter the DN (extension) number for the
telephone that will receive and display the text message.
Note: The DN cannot be an analogue telephone or a telephone that does
not have an LCD display.
Note: Telephones that require access to these features can have buttons
programmed that initiate the text messaging service. Please refer to the
Programming a Button to Access the Park and Page Node section of
this guide. Alternatively, the text messaging facility can be accessed by
entering the Feature code directly on the telephone that is sending the
message.
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Text Messages – Understanding the Telephone Display.
When a telephone receives a message the recipient can respond in a number
of ways. The illustrations below show how a message can be displayed from
the senders (DN 222) and the recipient‟s (DN 221) objective. In this example a
message „Supervisor req Grd Floor’ has been created to send a text message
to DN 221.
When extension 221 receives the message it will be displayed as illustrated
below. If the message is more than 16 characters in length as in this example,
the recipient can press the MORE soft key (or press 3) to view the remainder
of the message.
In the recipient selects OK (or presses 1). The telephone that sent the
message will receive confirmation that the message was successfully viewed
and the recipient is taking the required action.
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If the recipient selects CANCEL (or presses 2). The telephone that sent the
message will receive confirmation that the recipient viewed the message but
is not taking the required action.
If the recipient does not view the message within the defined timeout period,
the telephone that sent the message will receive confirmation that the
message has not been acknowledged.
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Text Paging
The Text Paging facility enables configured text messages to be broadcast
from a Customer Assistance Box (CAB) or configured DN to a number of
defined extensions. The feature is invoked from the CAB itself or from a
configured phone using Feature 970.
The number of DNs that can support F970 is limited based on the model of
BCM. A BCM50 can support 50 DNs and a BCM450 can support 300 DNs
with F970. The number of destination sets that can receive a text page for
each programmed DN, is limited to five with BCM50 and twenty five with
BCM450.
In this example, a text page “Sales Assistance” has been sent to a BCM
phone.
Configuring Text Paging
1. Login to Element Manager and from the Configuration tab open the
Applications folder, followed by the Advanced Paging Productivity
Pack folder. Click the One Button Text link.
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2. Click the Text Paging tab.
3. From the Configured DNs panel, click the Add button. Enter a DN in
the DN field. This will be the DN from which F970 can be invoked or the
DN assigned to the CAB.
Note: For configuration details relating to Customer Assistance Boxes,
please refer to the “Configuring a Customer Assistance Box “ section of
this guide
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4. The configured DN will be displayed. Ensure that the DN is enabled.
5. The text message that will be sent to the destination DNs can now be
defined. Double click the Text Message field and enter the required
message.
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6. The DNs that will receive the text message can now be defined. Select
the CAB / DN from the Configured DNs panel.
7. Click the Add button in the lower panel.
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8. Enter the destination DN in the Destination DN field, and then click the
OK button. Repeat the process for the other DNs that will receive the
text message from the configured extension.
9. The destination DNs will be displayed.
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10. The number of retries and retry intervals for sending text messages can
be defined. The number of retries range from 0 to 5 (1 by default) and
the retry interval is defined in seconds (30 seconds by default).
11. To change the number of retries, double click in the Retries field and
select the required value from the drop down list.
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12. To change the retry interval, double click in the Retry Interval field and
enter a value in seconds. (Maximum 300 seconds).
13. If the Wake Up option is selected, the destination DN will be called
(alerted) before the text message is sent. When the DN is called its
associated phone will ring for two seconds, the call will then be
released and the text message sent. This is a useful feature for
wireless devices, because those devices are usually on standby and
are at the belt where the text display is not visible unless handheld.
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14. If the Acknowledgment option is selected, the phone receiving the text
message can acknowledge the receipt of the message and
consequently be removed from the paging sequence.
A message can be acknowledged by selecting a soft key labelled “ACK” or
by pressing key “5” on the phone.
Schedule Page
The BCM has the capability of playing pre recorded page announcements
automatically to defined page zones, at pre defined times. If the page zone or
overhead page system is in use at the time the page announcement is
scheduled to play, the system will queue the page and play it when the
resource becomes available. For example this facility could be used to
announce to customers that the store is about to close or to remind staff that a
store delivery is due.
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Creating a Schedule Plan
1. Login to Element Manager and from the Configuration tab open the
Applications folder followed by the Advanced Paging Productivity
Pack folder followed by the Schedule Page link.
2. Click on the Schedule Plan tab and click the Add button.
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3. Enter a descriptive name to identify the Schedule Plan then click the
OK button.
4. Select the schedule you have just created and the details for that
schedule will appear in the bottom panel of the screen.
5. The time that the schedule will be activated can now be defined. There
are four options available:
i. Fixed Time.
ii. Periodic.
iii. After Opening Time.
iv. Before Closing Time.
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Fixed Time: The page announcement will occur at the same specified
time each day. The time is specified in the Time of Day field. In this
example a fixed time of 2pm has been configured.
Periodic: The page announcement will be played in a repeated fashion
depending on the value entered in the Repeat (Mins) field. If you enter
a 0 in this field the announcement will play once only at the start of the
business hours. The time period available is 0 – 360 minutes.
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After Opening Time: The page announcement will be played after a
defined number of minutes after opening time. The defined minutes can
range from 0 – 360 minutes.
Before Closing Time: The page announcement will be played after a
defined number of minutes before closing time. The defined minutes
can range from 0 – 360 minutes.
Note: The Opening Times and Closing Times are defined in the CallPilot
Manager, Auto-Attendant Greeting Table 1.
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6. The time of day that the page announcement will be played needs to
be defined. There are three options available:
v. Everyday.
vi. Specific Day.
vii. Specific Date.
Everyday: The page announcement will be played each day.
Specific Day: The page announcement will only be played on the day
specified in the Day field. This will take precedence over plans set to
Everyday.
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Specific Date: The page announcement will be played each year on
the date specified in the Date & Month fields. This will take
precedence over plans set to either Everyday or Specific Day.
Assigning a Greeting to a Schedule Plan
1. Login to Element Manager and from the Configuration tab open the
Applications folder followed by the Advanced Paging Productivity
Pack folder followed by the Schedule Page link.
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2. Any Schedule Plans that you have created will be displayed.
3. Double click on the Greeting ID field for the required scheduled plan
and select the greeting that will be announced as part of this schedule.
4. From the Page Type drop down box select a page type that will be
used. The options available are: internal zone, overhead paging or
both. The default setting is Overhead Paging.
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5. The Page Zone drop down box allows you to select a page zone to
which the page announcement will be played. The zones available are
zones 1 to 6, or All zones. The default is zone 1. If overhead paging is
utilised this setting is ignored.
Note: That extensions (DN‟s) can be assigned to the appropriate page zone
from the DN‟s Capabilities settings within Element Manager. This will allow
different physical areas to be covered by telephones belonging to specific
zones. Eg Sales extensions in zone 1, Parts extensions in zone 2. Please
refer to the Assigning Extensions to Page Zones sections of this guide.
Scheduled Page - Defining the Opening and Closing Times
within CallPilot Manager
The opening and closing times that can be used with the After Opening Time
and Before Closing Time features of the Scheduled page facility are defined
within Greeting Table 1 of Call Pilot Manager.
1. Login to Call Pilot Manager and select the Auto Attendant link
followed by the Greeting Tables link.
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2. Select the Change link for Greeting Table 1.
3. The Greeting table will be displayed. In order for announcements to be
played in relation to the stores Opening and Closing Times enter the
stores business hours for each day of the week in a 12 hour clock
format.
4. In the example below the store is open from 8:30am until it closes at
5:30pm from Monday to Saturday. On Sunday the store opens at
9:00am and closes at 4:00pm. Once you have entered the opening
hours the click Submit button.
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Recording Schedule Page Announcement Greetings
(Company Greetings)
You will need to define the greetings that will be played as the page
announcements. These are Company Greetings that are recorded from the
Auto Attendant section of CallPilot Manager.
Recording a Company Greeting
1. Login to Call Pilot Manager and 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.
Note: For best results, use a telephone that is attached to the same BCM as
your voicemail system. Avoid using cordless telephones or handsfree.
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4. The Company Greeting recording screen appears as below.
5. In the Connect to box, type the extension number or telephone
number you are using to record the greeting.
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.
a. Click the Dial button. The telephone rings.
b. Pick up the handset. Do not use Handsfree.
c. After the tone, record your prompt.
d. After you finish recording your prompt, click the Stop button.
e. To listen to the prompt, click the Play button or to save the
recording, click the Save button. Do not replace the handset
until you click the save button if you wish to keep the greeting, or
the recording will be lost.
f. Click the Close button and replace your telephone handset.
Now that the Company Greetings have been recorded they can now be
used for Scheduled Page announcements.
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Customer Assistance Page
The customer assistance page facility can be used by a customer to alert
store personnel that they require assistance.
When the customer requires assistance they press a button on a customer
assistance box (CAB).
Once the button has been pressed a pre-programmed page announcement is
played to the configured page zone. For example “customer assistance
required in the footwear department”.
The Customer Assistance Box utilises Park and Page nodes configured within
a Custom Call Routing (CCR) Tree. The CAB itself emulates a TDM device so
that when a customer presses the Call Button Feature 970 is invoked.
To configure Customer Assistance Page you will need to create a CCR Tree
that contains Park & Page Nodes that will access and play page
announcements to specified page zones.
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Creating a CCR Tree with Park & Page Nodes.
To create a CCR Tree that includes the required Park & Page nodes please
refer to the Configuring the CCR Tree Park & Page Nodes section of this
guide.
Configuring the Customer Assistance Box
The CAB itself we need to be connected to the BCM as an available TDM
port. When this process has been completed the CAB will automatically be
assigned a Directory Number (DN).
The CAB now needs to be named within Element Manager:
1. Login to Element Manager and from the Configuration tab open the
Telephony folder followed by the Sets folder and select All DN’s.
2. Select the DN that has been configured for the CAB and double click
on the Name field. Enter a name for the CAB in the following format:
nnnnnXY.
Where the nnnnn is a five character name for the CAB.
X Identifies the number of the CCR Tree that contains the
required Park and Page node.
Y identifies the Park & Page Node within that tree.
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3. In the example below DN 412 has been assigned as a CAB DN and
has been named to identify its location in the store. For example it is
located on Floor 1 Sales Area A (Flr1A) and will access CCR Tree 6
and Node 1 of that tree (61). So to reflect this the CAB name in this
example is Flr1A61.
4. Press the Tab key on the keyboard to confirm the changes you have
made.
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Reporting
Call Pilot Manager can be used to produce reports that contain information
regarding the use of the Customer Assistance Page, One Button Page and
One Button Text features.
1. To access the reports, login into CallPilot Manager and select the
Reports link, followed by the Advanced Paging Productivity Pack
link.
2. The report will be generated.
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Reporting for Customer Assistance Page
This section of the report contains details relating to each help request. The
information produced includes:
DN: DN configured for use as a CAB.
Start time: The time of day when a customer pressed the Help button.
End time: The time of day when a salesperson pressed the Cancel button, or
the time of the system timed out if no salesperson pressed the Cancel button.
Feature (F9xy): Where x and y are the last two digits of the CAB name.
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Reporting for One Button Page
This section of the report contains a record for each time the One Button Page
feature was utilised.
The information produced includes:
DN: DN of the telephone where the One Button Page feature was initiated.
Feature (F9xy): Where x is the number of the CCR tree that contains the
desired Park and Page node, and y is the number of the Park and Page node
within the CCR tree.
Start Time: The time of day when One Button Page was initiated.
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Reporting for One Button Text
This section of the report contains a record for each time the One Button Text
feature was utilised.
The information produced includes:
DN – DN of the telephone where the One Button Text feature was initiated.
Feature Code – feature code of the One Button Text feature.
Time – the time of day when the One Button Text feature was initiated.
The Result field displays one of three values:
Acked and Responded: recipient pressed the OK soft key in response
to message.
Acked Only: recipient pressed the Cancel soft key in response to
message.
Not Acked: recipient did not acknowledge the message within the
allocated time.
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Reporting for Text Paging
This section of the report contains a record for each time the Text Paging
feature was utilised.
The information produced includes:
DN – DN of the telephone where the Text Paging feature was initiated.
Start Time – The time of day when the Text Paging feature was started.
Stop Time - The time of day when the Text Paging feature was stopped. This
could be due to the destination DN acknowledging the page, the number of
retries elapsing or the reset button of the CAB being pressed.
Text Message – The text message used.
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Troubleshooting
If you find that the Advanced Paging features are not functioning you
should ensure that the Advanced Paging Productivity Pack keycode is
applied.
If the one button page feature is not working then ensure that the target
CCR tree and target node is referenced correctly by the feature button
programmed on the sets. For example if CCR Tree 3, Park and Page
Node 1 has been configured then the corresponding feature code
required would be Feature 931.
If a customer assistance box (CAB) is not working correctly, check
within Element Manager that its DN‟s name has been created in the
correct format i.e nnnnnXY. The format represents nnnnn as a five
character name for the CAB, X identifies the number of the CCR Tree
that contains the required Park & Page Node and Y identifies the Park
& Page Node within that tree. For example the name could be Sales21
where CCR Tree 2 node 1 is to be utilised.
If the Scheduled Page feature is not functioning correctly, ensure that
the Time and Date settings configured against the required Scheduled
Plan are correct.
If the One Button Text feature is not functioning ensure that the feature
code that is configured against the text message and destination DN
does not conflict with any existing feature codes in use on the BCM.
For example if you are using the one button page feature with 16
features relating to CCR Trees 1 and 2, the first available one button
text feature code would be F931 as for example F911 and F921 would
conflict with the Park and Page feature codes relating to CCR Trees 1
and 2.
For Park and Page features generally, always ensure that the DN‟s to
be paged are assigned to the correct page zones within Element
Manager.
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Avaya Documentation Links
Advanced Paging Productivity Pack Configuration Guide
Advanced Paging Productivity Pack Quick Reference Guide
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