Avaya BCM 5.0 - CallPilot Reference Guide
CallPilot Reference Guide
BCM 5.0
CallPilot
Document Status: Standard
Document Number: NN40170-100
Document Version: 01.01
Date: August 2009
Copyright © 2009 Nortel Networks, All Rights Reserved
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.
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
Sourced in Canada
Task List
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Using CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Setting up your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
To initialize your mailbox ...............................................................................................22
To check which mailbox interface you use ....................................................................23
To open an initialized mailbox - Norstar Voice Mail.......................................................24
To open an initialized mailbox - CallPilot.......................................................................24
To open your mailbox using Auto-Login ........................................................................24
To open your mailbox remotely .....................................................................................25
To change your password .............................................................................................26
To record your name in the Company Directory............................................................27
To assign a personal Target Attendant .........................................................................28
Feature codes and mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3
Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
To record a Primary or Alternate mailbox greeting ........................................................44
To choose a Primary or Alternate mailbox greeting ......................................................46
To record a Personalized mailbox greeting ...................................................................47
To delete a Personalized mailbox greeting ...................................................................49
Accessing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
To play your messages - Norstar Voice Mail .................................................................52
To play your messages - CallPilot .................................................................................54
To retrieve an erased message - Norstar Voice Mail ....................................................56
To retrieve an erased message - CallPilot ....................................................................56
To use Call Screening ...................................................................................................57
To interrupt a caller........................................................................................................57
Sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
To record and send a message using the Open Mailbox feature - Norstar Voice Mail .60
To record and send a message using the Open Mailbox feature - CallPilot .................61
To record and send a message using the Leave Message feature
- Norstar Voice Mail ......................................................................................................62
To record and send a message using the Leave Message feature - CallPilot ..............62
To search the Company Directory .................................................................................64
To assign message delivery options - Norstar Voice Mail .............................................66
To assign message delivery options - CallPilot .............................................................68
To reply to an internal caller - Norstar Voice Mail..........................................................71
To reply to an internal caller - CallPilot..........................................................................71
To reply to an external caller - Norstar Voice Mail.........................................................72
To reply to an external caller - CallPilot .........................................................................72
To place a Thru-Dial call................................................................................................73
To search the Company Directory while placing a Thru-Dial call ..................................74
To use Thru-Dial to reach your Target Attendant ..........................................................74
CallPilot Reference Guide
4 Task List
Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
To set up Call Forward remotely ...................................................................................75
To turn Call Forward with CLID on or off .......................................................................77
Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
To transfer a call to a mailbox from your telephone ......................................................79
To transfer a mailbox owner’s call to their mailbox........................................................80
To transfer a call to a CCR Tree....................................................................................80
To set up Outbound Transfer to a phone number .........................................................83
To set up Outbound Transfer to an extension ...............................................................84
To turn Outbound Transfer on or off..............................................................................85
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
To set up Off-premise Message Notification to a phone number ..................................88
To set up Off-premise Message Notification to an extension ........................................91
To set up Off-premise Message Notification to a pager ................................................93
To set up Off-premise Message Notification to more than one destination...................95
To change the time range or type of message parameters ...........................................97
To change the destination from phone to another destination ......................................99
To change the destination from pager to phone or extension .....................................101
To change the destination from phone or extension to pager .....................................102
To delete a destination number ...................................................................................104
To add a destination number .......................................................................................106
To turn Off-premise Message Notification on or off .....................................................107
Recording a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
To record a call ............................................................................................................110
Broadcast and Information messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
To record an Information mailbox greeting ..................................................................112
CallPilot tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
NN40170-100NN40170-100
Contents
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Chapter 2
Using CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
How CallPilot works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
About display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Alternate extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Using CallPilot with an analog terminal adapter or an analog station module . . . . . . . 15
Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
CallPilot voice prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Mailbox Park and Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Types of mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Subscriber mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Information mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Special mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
5
Chapter 3
Setting up your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Initializing your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Trivial Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Checking which mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Opening your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Changing your mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Recording your name in the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Assigning a Target Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Mailbox Manager overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Chapter 4
Feature codes and mailbox options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Programming a memory button with a feature code . . . . . . . . . . . . . . . . . . . . . . . . . . 35
CallPilot Reference Guide
6 Contents
Norstar Voice Mail mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
CallPilot mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Chapter 5
Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Types of mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Recording a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Choosing a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Recording a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Mailbox commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Playing messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Other Norstar Voice Mail options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Mailbox commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Playing messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Other CallPilot mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Chapter 6
Accessing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Never Full mailbox feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Playing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Screening your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Interrupting a caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Chapter 7
Sending messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Recording and sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Searching the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Assigning message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Sending a message to more than one recipient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Placing a call with Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
When to use Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
NN40170-100NN40170-100
Contents 7
Chapter 8
Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Call Forwarding your calls to your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Setting up Call Forward remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Call Forward with Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Chapter 9
Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Transferring calls to a CallPilot mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Transferring a mailbox owner’s call to their mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Transferring a call to Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
About Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Adding special characters to a destination number . . . . . . . . . . . . . . . . . . . . . . . 81
Setting up Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Turning Outbound Transfer on or off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Optimizing Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Programming Outbound Transfer when CallPilot is behind a PBX . . . . . . . . . . . . 86
Chapter 10
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Setting up Off-premise Message Notification to a pager number . . . . . . . . . . . . . 93
Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 106
Chapter 11
Recording a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
About Record A Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Professional Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Chapter 12
Broadcast and Information messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Information mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Recording an Information mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
CallPilot Reference Guide
8 Contents
Chapter 13
CallPilot tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Chapter 14
Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
NN40170-100NN40170-100
Chapter 1
Getting started
About this guide
The CallPilot Reference Guide provides information on how to use CallPilot features on Business
Communications Manager (BCM).
To use this guide, you must determine which phone interface you use, and follow the procedures
for that interface. For information about determining which interface you use, see “Checking
which mailbox interface you use” on page 23. Some procedures apply to both interfaces.
If you are a new CallPilot user, make sure you are familiar with how to operate your display
telephone. Refer to the User Card for your telephone.
For more information about using CallPilot, ask your System Administrator.
9
Audience
This guide is for system administrators and CallPilot users.
Acronyms
The following is a list of acronyms used in this guide.
Table 1
Acronym Description
ASM Analog Station Module
ATM Analog Terminal Adapter
BCM Business Communications Manager
CCR Custom Call Routing
CFAC Call Forward All Calls
CFB Call Forward on Busy
CFNA Call Forward No Answer
CLID Calling Line Identification
COS Class of Service
DTMF Dual-Tone Multifrequency
NVM Norstar Voice Mail
CallPilot Reference Guide
10 Chapter 1 Getting started
Symbols and text conventions
These symbols are used to Highlight critical information for the BCM system:
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work
improperly.
Note: A Note alerts you to important information.
Tip: Alerts you to additional information that can help you perform a task.
Security note: Indicates a point of system security where a default should be changed,
or where the administrator needs to make a decision about the level of security required
!
for the system.
Warning: Alerts you to ground yourself with an antistatic grounding
strap before performing the maintenance procedure.
Warning: Alerts you to remove the BCM main unit and expansion unit
power cords from the ac outlet before performing any maintenance
procedure.
NN40170-100NN40170-100
Chapter 1 Getting started 11
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)
Underlined word in capital letters
(shown in the bottom line of a two
line display telephone)
Dialpad buttons
Pswd:
PLAY
£
Command line prompts on display telephones.
Display button option. Available on two line display
telephones
option on the display to proceed.
Buttons you press on the dialpad to select a
particular option.
. Press the button directly below the
These text conventions are used in this guide to indicate the information described.
Convention Description
bold Courier
text
Indicates command names and options and text that you need to enter.
Example: Use the
Example: Enter
info command.
show ip {alerts|routes}.
italic text Indicates book titles
plain Courier
text
Indicates command syntax and system output (for example, prompts
and system messages).
Example:
Set Trap Monitor Filters
FEATURE
HOLD
RELEASE
How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel Technical Support
Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to address issues
with Nortel products. More specifically, the site enables you to:
• download software, documentation, and product bulletins
Indicates that you press the button with the coordinating icon on
whichever set you are using.
CallPilot Reference Guide
12 Chapter 1 Getting started
• search the Technical Support Web site and the Nortel Knowledge Base for answers to
technical issues
• sign up for automatic notification of new software and documentation for Nortel equipment
• open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you don’t find the information you require on the Nortel Technical Support Web site, and have a
Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone number for your region:
http://www.nortel.com/callus
Getting Help from a specialist by using an Express Routing Code
To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC)
to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for
your product or service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller.
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Chapter 2
Using CallPilot
How CallPilot works
CallPilot works with the telephone system to provide an automated receptionist service.
CallPilot answers incoming calls, routes them to extensions and mailboxes in the system, and
provides message taking capability.
About display phones
One line display phones
You can use one line display phones for most CallPilot sessions. If you use a one line display
phone, the display shows the CallPilot display command line. A one line display phone does not
show display button options.
13
On one line display phones, the options are announced by voice prompts. You make selections
using the dialpad. You do not need to wait for the voice prompt to end before you can select an
option. You can interrupt the voice prompt and make your selection immediately.
Two line display phones
Two line display phones show CallPilot commands and options. A two line display can show up to
three display button options at once. In cases where there are more options, wait for the voice
prompt to state the other available options. If you know the corresponding dialpad number for the
option you want, you can press it any time during the voice prompt.
An example of a two line display
Display command line
Display button options
Display buttons
Pswd:
OTHR RETRY OK
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14 Chapter 2 Using CallPilot
About telephone buttons
This table shows the Nortel Business Series Terminal buttons. Use the buttons that pertain to the
type of telephone you use.
Button name T7100, T7208, T7316
Feature
Handsfree Bottom right-hand
Hold
Volume Control
Release
≤ ƒ
button
≥ ˙
√ √
® ®
M7100, M7208, M7310,
M7324
©
M7100N, M7208N,
M7310N, M7324N
You can enter ≤, ƒ or 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.
Note: If you are using a VoIP phone, please consult your IP set manual for a description
of the button icons.
Alternate extensions
You can have up to five Alternate extensions for your mailbox.
If a caller dials the main extension (the primary extension for the mailbox that has Alternate
extensions assigned), the call rings only at the main extension. If the call is not answered and the
caller leaves a message, a message indicator appears at the main extension and any Alternate
extensions. You can access the message from Alternate extensions with the Open Mailbox feature
(≤·°⁄), the same way that you access messages from your main extension phone. Only
an extension without a mailbox assigned to it can be used as an Alternate extension.
Caller ID (CLID) is displayed on an Alternate extension only if:
• the Alternate extension is assigned to a phone with Caller ID (CLID)
• the Alternate extension has Call Display enabled
• the call at the primary set is forwarded to voicemail
If the call is not answered, the call goes to CallPilot and an audible tone occurs at all phones.
For information on enabling Call Display see “Call Forward with Caller ID” on page 76.
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Chapter 2 Using CallPilot 15
You can intercept the caller by using the Interrupt feature, ≤·°‡, from any phone as long
as the caller is still leaving a message. For more information on Interrupt see “Interrupting a
caller” on page 57.
Using CallPilot with an analog terminal adapter or an analog station module
One or more analog single-line sets can be connected to telephone system using an Analog
Terminal Adapter (ATA) or an Analog Station Module (ASM). This type of set works with
Dual-Tone MultiFrequency (DTMF) tones to allow access to CallPilot options through the dialpad
only. Rotary dials cannot be used internally with CallPilot.
To access CallPilot features such as Leave Message or Open Mailbox, call the CallPilot extension
and follow the voice prompts. The CallPilot Extension is the extension that the system assigns to
Voicemail. You can determine the CallPilot extension by entering ≤·°fi on any display
telephone.
You can also press:
• ˚•·°⁄ to open your mailbox
or
• ˚•·°‚
to leave a message and follow the voice prompts.
Using the dialpad
The buttons on your display telephone dialpad act as both numbers and letters. Each button
represents a number and letters of the alphabet.
To enter a character
To accept a character
To delete a character
press the dialpad button that represents the letter or number. Press the
button again to see the next letter or number.
press
£ or press a different button. When you press another button, the
cursor advances and the display shows the first character on the new
button.
press the
BKSP display button.
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16 Chapter 2 Using CallPilot
Numbers and letters on the dialpad.
⁄
1 ’ - ¤ A B C 2 a b c ‹ D E F 3 d e f
› G H I 4 g h i fi J K L 5 j k l fl M N O 6 m n o
‡ P Q R S 7 p q r s ° T U V 8 t u v · W X Y Z 9 w x y z
• Quit ‚ Q Z Zero q z £ Accepts displayed letter and,
The display can show up to 16 characters. Whether the prompt remains on the display depends on
the prompt. The examples on this page show how the prompt can appear.
An example of a display with fewer than 16 characters, where the command line prompt remains
on the display is the Pswd: command line prompt.
Pswd:
OTHR RETRY OK
The prompt disappears for these command line prompts:
• Name:
•Log:
•Dest ph:
(comma)
This display shows the Name: command line prompt:
Name:
RETRY BKSP OK
When you begin to enter the last name, the Name: command line prompt disappears. For example,
if you enter the name Partridge, you press the dialpad button ‡ for P, and the display drops the
Name: prompt.
P
RETRY BKSP OK
Although the name is only nine characters long, the command line prompt is not shown on the
display after you enter the entire name.
Partridge
RETRY BKSP OK
CallPilot voice prompts
Voice prompts announce which dialpad button to press to use CallPilot options. Voice prompts
provide the same options as display buttons. Prompts also provide options that do not appear on
the display. If you use a two line display phone, you can use either the display button or the
dialpad button to access the option.
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Chapter 2 Using CallPilot 17
On a one line display phone the voice prompt plays immediately. If you do not choose an option
after five seconds, the voice prompt replays the options. If you still do not choose an option,
CallPilot ends the session.
On a two line display phone the voice prompt plays after a few seconds delay. If you do not choose
an option, CallPilot ends the session.
Interrupting a voice prompt
You can interrupt a voice prompt by selecting any option on the display or dialpad.
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18 Chapter 2 Using CallPilot
Auto Attendant
The Auto Attendant acts as a receptionist for incoming calls. When it is enabled, the Auto
Attendant answers your company’s incoming phone lines depending on the time of day. If callers
know which option they want, they can interrupt the Auto Attendant by entering their selection on
the dialpad of any tone-dial phone.
The Auto Attendant provides callers with the voice prompts associated with:
• entering a mailbox number
• entering the extension
• using the Company Directory
• leaving a message
• reaching the Operator
• selecting an Alternate Language* (there is no voice prompt for this option)
* If CallPilot is installed with bilingual capabilities, callers can press · to hear voice prompts in
the other language.
When a caller selects an option, the Auto Attendant responds to the command either by routing the
call to an extension or mailbox within your company, or by directing the caller to the Company
Directory or the Operator.
Mailbox Park and Page
With Mailbox Park and Page, external callers can press fl during your personal greeting or after
they have recorded a message to have you paged. If internal callers press fl, the call goes directly
to the record tone.
When you are paged, the system plays your mailbox spoken name and where the call is located, for
example “John Doe, 101.”
If you have Mailbox Park and Page enabled for your mailbox, you must let callers know that they
can page you as part of your mailbox greeting, for example, “I’m not at my desk. To have me
paged, press 6, otherwise leave a message at the tone.”
Ask your System Administrator whether you have Mailbox Park and Page enabled for your
mailbox.
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Types of mailboxes
A mailbox is a storage place for messages. There are three types of mailboxes:
• Subscriber mailboxes, which include Guest mailboxes
• Information mailboxes
• Special mailboxes, which include the General Delivery Mailbox and the System Administrator
Mailbox
Other types of mailboxes are available on your system if you have the Network Messaging or the
Fax option installed.
Subscriber mailbox
Most users have Subscriber mailboxes. A Subscriber mailbox is assigned by the System
Administrator and is maintained by the mailbox owner. A Guest mailbox is a type of Subscriber
mailbox.
A Subscriber mailbox can be assigned to each mailbox owner who has an operating display
telephone with an extension.
Chapter 2 Using CallPilot 19
Guest mailbox
Guest mailboxes provide temporary employees and guests with access to internal messaging and
call routing features. Guest mailboxes do not have an operating extension. They are assigned a
number that looks and works like an extension. This lets the Guest mailbox owner access CallPilot
the same way a subscriber accesses their mailbox from another extension or phone. If you need a
Guest mailbox, request one from the System Administrator.
Information mailbox
Information mailboxes play informative messages to callers. Information mailboxes do not have
an operating extension, and callers cannot leave a message in them. A voice prompt provides
callers with access to Information mailboxes. Callers reach an Information mailbox through the
Auto Attendant, Custom Call Routing (CCR) or the Operator.
Information mailboxes are created by the System Administrator, and either the System
Administrator or a mailbox owner can record Information mailbox greetings. For more
information on Information mailbox greetings, see “Information mailbox greetings” on page 111.
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20 Chapter 2 Using CallPilot
Special mailboxes
Special mailboxes are set up automatically when CallPilot is initialized.
The Special mailboxes include:
• General Delivery Mailbox
• System Administrator Mailbox
General Delivery Mailbox
The General Delivery Mailbox stores messages:
• from callers who use a rotary dial phone
• for people in your company who do not have Subscriber mailboxes
The System Administrator, Receptionist or designated Operator can access the messages in the
General Delivery Mailbox and send them to the appropriate mailbox.
System Administrator Mailbox
This mailbox is used by your System Administrator as a personal mailbox. You can leave
messages for the System Administrator in this mailbox. Broadcast messages must be sent from the
System Administrator Mailbox.
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Chapter 3
Setting up your mailbox
This chapter describes how to set up your mailbox and explains:
• Initializing your mailbox
• Checking which mailbox interface you use
• Opening your mailbox
• Changing your mailbox password
• Recording your name in the Company Directory
• Assigning a Target Attendant
Note: After your mailbox is assigned, you can initialize and manage your
M
mailbox using a telephone and F981 or online using Mailbox Manager. For
information on Mailbox Manager, see “Mailbox Manager overview” on page 29.
21
Initializing your mailbox
Initializing your mailbox prepares your mailbox to receive messages. Your mailbox cannot receive
and store messages until it is initialized.
Initializing your mailbox involves:
• choosing a password from four to eight digits long that does not start with zero
• changing the CallPilot default password (0000) to your password
• recording your name in the Company Directory
Trivial Passwords
Your system administrator may configure CallPilot to not accept trivial passwords. The feature is
enabled by default.
Trivial password checking prevents unauthorized login to mailboxes. The password you create for
your mailbox must not be a trivial password. The following are trivial passwords:
• the password is the same as the mailbox number
• all numbers of the password are the same digits (1111, 3333)
• digits of the password are consecutive numbers in increasing or decreasing order (1234, 2345,
43210)
Alphanumeric passwords entered in CallPilot Manager are converted to numeric-only passwords
before they are validated. For example, the CallPilot Manager password ADIJM might not look
trivial, but it is a trivial password when it is converted to numeric equivalent password 23456.
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22 Chapter 3 Setting up your mailbox
If the password is trivial, CallPilot prompts you with a text prompt of
Trivial password
on
your set display. If you have a single display set you hear a voice prompt, “You have entered an
invalid password. Please enter your new password and then press the number sign.” You must
enter a new password.
To initialize your mailbox
≤·°⁄.
button options.
change your password.
does not start with zero.
Press OK
Include your mailbox number in the recording, For
example, “Pat Smith, mailbox 5813.”
or £.
or £.
Must change pswd
Pswd:
RETRY OK
Again:
RETRY OK
Record name:
RETRY OK
1 Press
2 Log on by following the voice prompts or the display
3 This display appears briefly to indicate that you must
4 Enter a new password from four to eight digits long that
5 Reenter your new mailbox password and press OK
6 At the tone, record your name in the Company Directory.
Accept name?
RETRY PLAY OK
Press OK
7 Press OK
or
press PLAY
or £ to end the recording.
or £ to accept the recording
or ⁄ to listen to the recording
or
press RETRY
or ¤ to re-record your name.
8 Press ® to end the session.
After you initialize your mailbox, record your mailbox greetings.
Refer to “Recording a Primary or Alternate mailbox greeting” on page 43 for more information. If
you do not record a Personal greeting, your Company Directory name plays to callers who reach
your mailbox.
Note: You can also initialize your mailbox using Mailbox Manager. See
“Mailbox Manager overview” on page 29.
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Chapter 3 Setting up your mailbox 23
Checking which mailbox interface you use
CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The System Administrator
determines which interface is assigned to your mailbox.
Use this procedure to check which mailbox interface you use, then follow the procedures in the
guide that apply to the interface you use.
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
No messages
COMP MBOX EXIT
This is the Norstar Voice Mail interface.
This is the CallPilot interface.
3 Press ® to end the session.
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24 Chapter 3 Setting up your mailbox
Opening your mailbox
After you initialize your mailbox you can open it from:
• your own extension
• another CallPilot extension
• an outside tone dial phone
To open an initialized mailbox - Norstar Voice Mail
Pswd:
OTHR RETRY OK
1 Press
2 Enter your mailbox password and press OK
≤·°⁄.
or
if you are at another extension, or if you are using a Guest
mailbox, press OTHR
When this prompt appears, enter your mailbox number
and password. Your mailbox number is usually the same
as your extension.
To open an initialized mailbox - CallPilot
≤·°⁄.
or
if you are at another extension, enter your mailbox number
and then press OK
Your mailbox number is normally the same as your
extension.
or £.
Mbox:
RETRY OK
1 Press
2 Press £
or £
or • to display the Log: prompt.
Pswd:
RETRY OK
To open your mailbox using Auto-Login
If your System Administrator has enabled Auto-Login for your mailbox, you can open your
mailbox by pressing
You can use Auto-Login only from your primary or alternate telephones. Ask your System
Administrator whether you can use Auto-Login.
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3 Enter your mailbox password and press OK
or £.
≤·°⁄. You do not need to enter your mailbox number or password.
To open your mailbox remotely
1 To open your CallPilot mailbox from an outside tone dial phone, during your greeting press
•• or enter the CallPilot extension number to open your mailbox. If you are in Europe or
Australia press °°or enter the CallPilot extension number.
2 Follow the voice prompts to enter your mailbox number and password.
Changing your mailbox password
You can change your mailbox password at any time. A password must be from four to eight digits
long and cannot start with zero. It is recommended that you change your password every 30 days.
Keep your mailbox secure by choosing an uncommon password, not a predictable password like
1234 or 1111. You may not be allowed to enter a trivial password. (Refer to “Trivial Passwords”
on page 21 for more information.) Avoid giving your password to your co-workers. If someone
else knows your password, they can access your mailbox and listen to or delete your messages.
Chapter 3 Setting up your mailbox 25
CallPilot Reference Guide
26 Chapter 3 Setting up your mailbox
To change your password
Pswd:
RETRY OK
Again:
RETRY OK
1 Press
2 If you use the CallPilot interface:
• Press °› to open the Mailbox Password menu
•Go to step 3
If you use the Norstar Voice Mail interface:
• Press ADMIN
• Press PSWD
•Go to step 3
3 Enter your new mailbox password and press OK
4 Re-enter your new mailbox password and press OK
5 Press ® to end the session.
≤·°⁄.
Follow the voice prompts or the display buttons to open
your mailbox.
or °
or ›
or £.
or £.
Password lock-out
For security reasons, the System Administrator can assign each mailbox a maximum number of
incorrect password attempts. If the number is reached, you are locked out. You cannot access your
mailbox until the password is reset. Ask your System Administrator to reset the password. The
password when reset is 0000.
Password expiry
Mailboxes can be assigned a maximum number of days that a password remains active. If you
open your mailbox after your password expires, you hear the message “Your current password has
expired. You must change your password. Please enter your new password, then press £.”
Recording your name in the Company Directory
The Company Directory is a list of mailbox users on the CallPilot system. Before you can use your
mailbox to receive messages, you must record your spoken name in the Company Directory. It is a
good idea to include your mailbox number in your Company Directory recording. For example
“Pat Smith, mailbox 5813.”
This establishes your “voice” name in a directory that is used by other CallPilot users and outside
callers who use the Company Directory.
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Chapter 3 Setting up your mailbox 27
If you do not want your name in the Company Directory, tell your System Administrator. The
Company Directory feature can be disabled by the System Administrator. If you do not know
whether you have this feature, ask your System Administrator.
You can change or re-record your name in the Company Directory at any time.
To record your name in the Company Directory
Record name?
RETRY OK
Accept name?
RETRY PLAY OK
1 Press
2 If you use the CallPilot interface:
• Press °¤· to open the Company Directory
•Go to step 3
If you use the Norstar Voice Mail interface:
• Press ADMIN
• Press ⁄. This is a voice prompt and does not appear as a
•Go to step 3
3 At the tone, record your name.
4 Press OK
≤·°⁄.
Follow the voice prompts or the display button options to
open your mailbox.
or °
display button.
Press OK
or
press PLAY
or
press RETRY
or £ to end the recording.
or £ to accept the recording
or ⁄ to listen to the recording
or ¤ to re-record your name.
5 Press ® to end the session.
Assigning a Target Attendant
You can assign a Target Attendant to answer calls transferred from your mailbox. The default
Target Attendant for your mailbox is the CallPilot Operator. The Target Attendant can be assigned
to any valid extension.
After you assign your Target Attendant, a caller who reaches your mailbox can press ‚ to speak
with the Target Attendant. If you do not have a Target Attendant assigned, callers who press ‚
return to your mailbox.
Remember to tell callers in your greetings that if they need assistance they can press ‚ to speak
to the Target Attendant. For example, “Please press
‚ to speak to my assistant.”
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28 Chapter 3 Setting up your mailbox
To assign a personal Target Attendant
1 Press ≤·°⁄.
Follow the voice prompts or the display button options to
open your mailbox.
2 If you use the CallPilot interface:
• Press °‚ to open the Company Directory
• Press ASST
or ⁄ to open the Target Attendant menu
•Go to step 3
If you use the Norstar Voice Mail interface:
Atdt ext: oper
CHNG QUIT
Ext:
RETRY OPER
Atdt ext:<xxxx>
CHNG QUIT
• Press ADMIN
or °
• Press fi to open the Target Attendant menu
•Go to step 3
3 Press CHNG
or ⁄ to change the Target Attendant.
The Atdt ext: oper prompt shows that the current
attendant is the CallPilot operator.
4 Enter the extension number of the new Target Attendant
or
press OPER
or ‚ to change the Target Attendant to the
CallPilot Operator.
5 The display shows the extension you entered.
6 Press ® to end the session.
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Mailbox Manager overview
Mailbox Manager is a Web-based application that allows you to manage your CallPilot mailbox
online. You access Mailbox Manager at https://<BCMIPaddressOrHostName>/MailboxManager.
Computer requirements
The computer you use to run Mailbox Manager must have:
• Windows XP Professional SP3, Windows Vista SP2, Windows Vista Business, Windows
Vista Ultimate, or Windows Vista Enterprise (32-bit and 64-bit)
• 64 MB RAM, 10 MB disk space
• minimum screen resolution of 1024 X 768 pixels
Browser requirements
Mailbox Manager supports these browsers:
• Internet Explorer 6.0, 7.0, and 8.0
Note: You can administer Subscriber mailboxes, Information mailboxes, Contact
Center skillset mailboxes, General Delivery mailbox, and System Administrator
mailbox through Mailbox Manager. If you try to access other types of mailboxes,
you receive a warning message.
Chapter 3 Setting up your mailbox 29
Note: For more information about Mailbox Manager, see the Mailbox Manager
online help files.
Mailbox Manager has the following interfaces and the associated functionality for subscriber,
General Delivery, and the System Administrator mailboxes:
• “My Mailbox main menu”
• “Password Change”
• “Off Premise Notification”
• “Outbound transfer settings”
• “Messaging Forwarding”
• “Greetings and Spoken Name (Primary, Alternate, and Personalized Greetings import, export,
play, and record)”
• “Personal Attendant DN”
• “Fax settings”
• “Call forward (to voicemail and display CLID)”
• “Find Me/Follow Me”
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30 Chapter 3 Setting up your mailbox
My Mailbox main menu
• Welcome message
• number of messages for each applicable message type
• applicable warning information
• notice about Off Premise Notification and Outbound Transfer
• Message Forwarding notice
• Find Me/Follow Me notice
Password Change
• ensures password is only digits and letters, four to eight characters, the new password and its
confirmation are identical, and if Trivial Password Checking is enabled that trivial passwords
are not permitted. For information on Trivial Passwords see “Trivial Passwords” on page 21.
Off Premise Notification
• check box to toggle the feature on or off
• destination table for notification destinations
• start and end times for notification
• message types for notification
Outbound transfer settings
This interface displays if the mailbox class of service and outcalling capabilities are sufficient.
• extension or telephone number radio button with associated text box
• check box to allow callers to reach specified outbound destination
Messaging Forwarding
This interface displays if the Unified Messaging keycode and Unified Messaging feature are
enabled. You configure Message Forwarding to forward an e-mail message when new or urgent
voice messages arrive in your mailbox. You can forward messages to any e-mail device including
desktop e-mail clients, personal digital assistants (PDA), and wireless devices that support e-mail.
• check box to enable Messaging Forwarding
• email address text box
• message type radio buttons - new or urgent
• original message list - select how you want your original message managed
• check box for attachment - WAV voice or fax
• current signature fields - email signature
Personal Attendant DN
• extension (with associated text box) or System Attendant radio button
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