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BCM 5.0 - CallPilot
User Manual
196 pgs1.7 Mb0
Reference Guide
126 pgs1.24 Mb0
User Manual
220 pgs1.76 Mb0
User Manual
218 pgs1.73 Mb0
Table of contents
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Avaya BCM 5.0 - CallPilot User Manual

CallPilot Manager Set Up and Operation Guide
BCM 5.0
CallPilot
Document Status: Standard Document Number: NN40170-300 Document Version: 01.01 Date: August 2009
Copyright © 2009 Nortel Networks, All Rights Reserved
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
To start CallPilot Manager for BCM from Element Manager .........................................24
To start CallPilot Manager for BCM from a Web browser .............................................24
CallPilot mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
To initialize a mailbox ....................................................................................................39
To check which mailbox interface you use....................................................................40
Working with mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
To add a Subscriber mailbox .........................................................................................41
To add a Guest mailbox ................................................................................................42
To add an Information mailbox ......................................................................................44
To add multiple mailboxes .............................................................................................45
To reset a mailbox password.........................................................................................47
To change mailbox properties .......................................................................................48
To edit a Class of Service..............................................................................................48
To delete a mailbox .......................................................................................................50
To add a Group List.......................................................................................................52
To change a Group List .................................................................................................53
3
Recording greetings, prompts and names . . . . . . . . . . . . . . . . . . . . . . . . . 55
To record a greeting, prompt or name using a telephone handset................................56
To import a previously recorded greeting, prompt or name...........................................58
To export a previously recorded greeting, prompt or name...........................................59
Setting up the Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
To add an entry to the Holiday List................................................................................64
To change an entry in the Holiday List ..........................................................................67
To delete an entry in the Holiday List ............................................................................67
To record a Company Greeting .....................................................................................68
To assign greetings to a Greeting Table .......................................................................69
To set the business hours .............................................................................................70
To assign a Greeting Table Attendant...........................................................................70
To assign a language preference..................................................................................71
To assign a menu repeat key ........................................................................................71
To record a Custom Menu prompt.................................................................................72
To set the Auto Attendant properties.............................................................................73
To add a telephone number to the CLID Routing Table ................................................78
To change a telephone number in the CLID Routing Table ..........................................79
To delete a telephone number in the CLID Routing Table ............................................79
To configure answering for one line ..............................................................................80
To configure answering for several lines.......................................................................80
Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
To plan a CCR Tree ......................................................................................................83
CallPilot Manager Set Up and Operation Guide
4 Task List
Working with CCR Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
To build a CCR Tree:.....................................................................................................87
To create a Home menu node .......................................................................................88
To create a Home Information node ..............................................................................88
To create a Home Transfer node ..................................................................................89
To create a Home Mailbox node ...................................................................................89
To copy a CCR Tree......................................................................................................90
To add a Menu node .....................................................................................................91
To add an Information node ..........................................................................................91
To add a Mailbox node ..................................................................................................92
To add a Transfer node .................................................................................................93
To add a Park and Page node.......................................................................................95
To create Customized Digits recordings........................................................................97
To assign a CCR Tree to a Greeting Table...................................................................98
To remove references to a CCR Tree from a Greeting Table .....................................100
To remove references to a CCR Tree from a CLID Routing Table .............................100
To change the properties of a node.............................................................................101
To delete a node..........................................................................................................101
To delete a CCR Tree .................................................................................................101
CallPilot reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
To generate a report ....................................................................................................103
To reset the statistics for all mailboxes........................................................................112
CallPilot system properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Service Directory Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
To add a Service DN Table entry ................................................................................120
To change a Service Directory Table entry .................................................................122
To delete a Service Directory Table entry ...................................................................123
Dialing Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
To set the Dialing Translation properties.....................................................................128
To build a Dialing Translation Table ............................................................................128
To review Dialing Translation Table entries ................................................................129
To change an entry in the Dialing Translation Table ...................................................129
To delete an entry in the Dialing Translation Table .....................................................129
CallPilot Manager configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
To enable a keycode for Business Communications Manager ...................................131
To view switch properties ............................................................................................131
CallPilot Manager operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
To reset CallPilot for Business Communications Manager .........................................134
To set the Auto Attendant Status.................................................................................135
To change the Business Open setting.........................................................................135
To change the Answer Lines Status............................................................................136
To change the Operator default extension ..................................................................136
To reset the Operator password from CallPilot Manager ............................................137
To reset the Operator password from a telephone......................................................137
To set the Operator status ...........................................................................................138
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Task List 5
To change the Operator password..............................................................................139
To change the Operator default extension ..................................................................140
To set the Business Status ..........................................................................................141
Norstar Voice mail Interface: .......................................................................................142
CallPilot Voice mail Interface: ......................................................................................142
To assign Answer Lines ..............................................................................................143
Message Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
To configure Message Forwarding ..............................................................................146
Broadcast and Information messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
To record and send a Broadcast message - Norstar Voice Mail .................................156
To record and send a Broadcast message - CallPilot .................................................156
To record an Information mailbox message ................................................................159
Troubleshooting CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
CallPilot configuration tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
To Call Forward All Calls .............................................................................................168
On Your Toes Dance Studio........................................................................................169
The central receptionist ...............................................................................................169
Greeting Table 1 for On Your Toes .............................................................................170
The Costume Room ....................................................................................................170
Bridge Stone Engineering............................................................................................171
The central receptionist ...............................................................................................171
Greeting Table 1 for Bridge Stone Engineering...........................................................172
The Customer Service and Sales department.............................................................172
The managers .............................................................................................................173
Shipping and Receiving ...............................................................................................173
Default configuration values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
CallPilot Manager Set Up and Operation Guide
6 Task List
NN40170-300NN40170-300
Contents
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
About CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
About Nortel Business Series Terminal telephone buttons . . . . . . . . . . . . . . . . . . 19
Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Chapter 2
Using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Requirements for CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Starting CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
About the CallPilot Manager interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Resetting the System Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
7
Chapter 3
CallPilot mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
About installing mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
System Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Subscriber mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Guest mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Information mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Mailbox Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Class of Service default values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Restricting Outdialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
To restrict outdialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Initializing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Checking which mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Chapter 4
Working with mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Adding a Subscriber mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Adding a Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
CallPilot Manager Set Up and Operation Guide
8 Contents
Adding an Information mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Adding many mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
About mailbox passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Changing mailbox settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Viewing or editing a Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Deleting a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
About Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Adding a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Chapter 5
Recording greetings, prompts and names . . . . . . . . . . . . . . . . . . . . . . . . . 55
Importing greetings, prompts or names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Exporting greetings, prompts or names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Chapter 6
Setting up the Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
About Group List Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Changing a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
About the Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Greeting Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Greeting Tables that use the alternate language . . . . . . . . . . . . . . . . . . . . . . . . . 63
Holiday List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
About Holiday status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
About Company Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Recording a Company Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Setting up a Greeting Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Assigning greetings to Greeting Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Auto Attendant Time of Day Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Setting the business hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Assigning a Greeting Table Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Assigning a language preference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Assigning a menu repeat key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Auto Attendant Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Recording a Custom Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Setting the Auto Attendant properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
About Touchtone Gate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
About the CLID Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Setting up a CLID Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Configuring line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Chapter 7
Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
About Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
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Contents 9
Planning a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
About CCR Tree structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Information node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Mailbox node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Transfer node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Destination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Park and Page node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Chapter 8
Working with CCR Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Building a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Creating a Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Creating a Home Menu node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Creating a Home Information node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Copying a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Adding nodes to the Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Adding a Menu node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Adding an Information node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Adding a Mailbox node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Adding a Transfer node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
About transfers to external numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Adding a Park and Page node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Creating Customized Digits recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Assigning a CCR Tree to a Greeting Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Making a CCR Tree a destination in the CLID Routing Table . . . . . . . . . . . . . . . . 98
Testing a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
One button access to CCR trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Disabling a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Changing a node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Deleting a node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Deleting a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Chapter 9
CallPilot reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
About CallPilot reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Generating a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Types of reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Directory Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Mailbox Information Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
All Mailbox Activity Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
CallPilot Manager Set Up and Operation Guide
10 Contents
Event Log Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
CCR Tree Usage Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Port Usage/Call Handling Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Fax Usage Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Message Usage Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Resetting Mailbox statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Advanced Paging Productivity Pack reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Chapter 10
CallPilot system properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Setting the system properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Chapter 11
Service Directory Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
About Service Directory Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Service DN features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Adding or changing Service DN Table entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Chapter 12
Dialing Translation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
About Dialing Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
How the Dialing Translation Table works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Examples of Dialing Translation Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Setting Dialing Translation properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Building a Dialing Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Reviewing Dialing Translation Table entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Changing a Dialing Translation Table entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Deleting a Dialing Translation Table entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Chapter 13
CallPilot Manager configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Enabling keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Viewing switch properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Configuring CallPilot network settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Chapter 14
CallPilot Manager operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Backing up and restoring CallPilot information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Resetting CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Changing the Operator settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Setting the Auto Attendant Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Changing the Business Open setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
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Contents 11
Changing the Answer Lines Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Changing the Attendant default extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Changing CallPilot Manager settings from a remote telephone . . . . . . . . . . . . . 137
Changing the Operator settings from a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Setting the Operator status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Changing the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Changing the Operator default extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Setting the Business Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Changing greetings or the Business Status from a remote telephone . . . . . . . . 142
Setting up line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Chapter 15
Message Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Configuring Message Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Troubleshooting Message Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Chapter 16
Broadcast and Information messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Information mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
About recording an Information mailbox message . . . . . . . . . . . . . . . . . . . . . . . 157
Chapter 17
Troubleshooting CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Chapter 18
CallPilot configuration tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Delayed answering by the Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Ringing lines and answer buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Ringing Answer button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Using Call Forward All Calls (CFAC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
How to set up CallPilot for different businesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
CallPilot for a small business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
CallPilot for a medium business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Feature compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Appendix A
Default configuration values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
CallPilot Manager Set Up and Operation Guide
12 Contents
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Chapter 1

Getting started

About this Guide

The CallPilot Manager Set Up and Operation Guide describes how to set up and operate CallPilot on a Business Communications Manager (BCM).
This guide also explains how to record Broadcast and Information messages.

About CallPilot Manager

CallPilot Manager is a web-based application that you use to set up and administer CallPilot. CallPilot is a versatile business communications tool that you can use to:
• answer incoming calls
• offer callers a selection of options to route their calls or access information
• provide advanced voice mail, Auto Attendant and call handling capabilities
13
CallPilot features
CallPilot includes these features:
Voicemail
Records messages and stores them in a mailbox for easy retrieval. Business telephones on your system can have their own mailbox and greeting. Information can be distributed quickly to departments and workgroups.
Auto Attendant
The CallPilot answering service that answers your business calls promptly, 24 hours a day, with a Company Greeting, plays a list of options to callers, and performs call routing functions in response to caller selections.
Custom Call Routing (CCR)
Enhances the Auto Attendant menu with customized menus and information messages. With CCR you can determine the menu options and record the voice prompts that guide callers along call paths.
CallPilot Manager Set Up and Operation Guide
14 Chapter 1 Getting started
Fax Answering
Fax Answering lets outside callers send faxes to the main site telephone number. Fax Answering is available even if you do not have the Fax option installed on your system. With Fax Answering, a fax call that arrives through the Auto Attendant or CCR transfers to a specified extension. The extension is usually an Analog Station Module (ASM) for Business Communications Manager or an ATA, ASM or GASI trunk for BCM50.
CallPilot options
CallPilot has options that enhance your office communications. You need a keycode to enable a CallPilot option. Contact your vendor if you want to trial or purchase a keycode.
CallPilot options are:
Message Networking
Message Networking links your CallPilot system with other voice mail systems and allows the exchange of voice messages between users at different sites. CallPilot supports Digital networking and Audio Messaging Interchange Specification (AMIS) networking.
For information about networking refer to the CallPilot Message Networking Set Up and Operation Guide.
Intelligent Contact Center
Intelligent Contact Center is an application that handles incoming calls as efficiently and economically as possible. Contact Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements or informative messages.
For information about Intelligent Contact Center refer to the Intelligent Contact Center Set Up and Operation Guide.
Fax
Fax is a CallPilot option that enhances your office communications by providing incoming and outgoing fax capability. With Fax, callers can send and retrieve fax messages as easily as they send and retrieve voice messages. The Fax option includes Fax Mail, Fax On Demand and Fax Overflow. Fax Answering is available even if you do not have the Fax option installed on your system.
For information about Fax refer to the CallPilot Fax Set Up and Operation Guide.
Unified Messaging
With Unified Messaging subscribers can use their email application to access voice, fax and text messages from their personal computer. Unified Messaging can be used with several popular email applications.
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Chapter 1 Getting started 15
Message Forwarding
With the Message Forwarding feature, mailbox owners can send an e-mail message when new or urgent voice messages arrive in their CallPilot mailbox. Message Forwarding can attach the voice or fax message to the forwarded e-mail message so users can play the voice message or view the fax on the destination device.
Mailbox owners can forward messages to any e-mail device including desktop e-mail clients, personal digital assistants (PDA), and wireless devices that support e-mail. For more information about Messaging Forwarding see, “Message Forwarding” on page 145.
Note: You apply Messaging Forwarding as a software update. For information about installing software updates, see the Nortel BCM 5.0 Administration and Security Guide. This feature is available for subscriber mailboxes and is activated with the Unified Messaging keycode.
Desktop Messaging
With Desktop Messaging subscribers can access their CallPilot mailbox from their personal computer. Subscribers can manage all of their voice messages from one graphical interface.
Find Me/Follow Me
Find Me/Follow Me allows simultaneous ringing on up to five different external destinations. You can also configure Find/Me Follow Me schedules based on the time and the day. You can configure the external destination numbers and schedules for users, or you can enable users to configure them on their own. You can also enable or disable Find Me/Follow Me for a Class of Service, and configure other options through CallPilot Manager.
To use Find Me/Follow Me, you must purchase a Find Me/Follow Me keycode with the appropriate amount of seats for the number of mailboxes you want to enable. For more information about Find Me/Follow me, see the Nortel Business Communications Manager Find Me/Follow Me Administration Guide (NN40010-678).
Meet-Me Conferencing
Use Meet-Me Conferencing to establish a teleconference whereby each caller dials in to a specific telephone number and extension at an agreed-upon time. One caller acts as the chairperson and has additional responsibilities to start, stop, secure, and control the conference. Meet-Me Conferencing is suitable for large conferences, especially those involving outside suppliers and customers.
Meet-Me Conferencing has been enhanced to use BCM features. Display-set users receive conference status information on their display and can control their participation using a softkey interface. A feature key can be allocated to join a conference and to transfer a caller into a conference.
CallPilot Manager Set Up and Operation Guide
16 Chapter 1 Getting started

Audience

This guide is for system administrators who configure and maintain CallPilot on a Business Communications Manager. To use this guide you must:
• be an authorized system administrator
• be knowledgeable of CallPilot

Acronyms

The following is a list of acronyms used in this guide.
Table 1
Acronym Description
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
CO Central Office
COS Class of Service
DID Direct Inward Dialing
DN Directory Number
DND Do Not Disturb
DTMF Dual Tone Multi-Frequency
EWT Expected Wait Time
MMCC Multimedia Contact Center
MWI Message Waiting Indication
NVM Norstar Voice Mail
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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.
Chapter 1 Getting started 17
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.
CallPilot Manager Set Up and Operation Guide
18 Chapter 1 Getting started
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 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
Indicates that you press the button with the coordinating icon on whichever set you are using.
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Chapter 1 Getting started 19

About Nortel Business Series Terminal 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.

Using the dialpad

The buttons on your telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. If you are a new CallPilot user, make sure you are familiar with how to operate your telephone. Refer to the User Card for your telephone.
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,
(comma)
CallPilot Manager Set Up and Operation Guide
20 Chapter 1 Getting started

Related Publications

This section provides a list of additional documents referred to in this guide.
Keycode Installation Guide (NN40010-301)
CallPilot Fax Set Up and Operation Guide (NN40080-301)
CallPilot Message Networking Set Up and Operation Guide (NN40090-301)
CallPilot Telephone Administration Guide (NN40170-601)
Intelligent Contact Center Set Up and Operation Guide (NN40170-301)
Advanced Paging Productivity Pack Configuration (NN40010-503)
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
• 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
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Chapter 1 Getting started 21
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.
CallPilot Manager Set Up and Operation Guide
22 Chapter 1 Getting started
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Chapter 2

Using CallPilot Manager

Requirements for CallPilot Manager

CallPilot Manager operates on a Business Communications Manager (BCM) system. You access CallPilot Manager on a web browser from a computer on your network.
System requirements
Before you use CallPilot Manager, your system must be configured and CallPilot must be initialized.
Computer requirements
The computer you use to run CallPilot Manager must have:
23
• 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
CallPilot Manager supports these browsers:
• Internet Explorer 6.0, 7.0, and 8.0
If you use Microsoft Internet Explorer, set the following parameters:
• Check for newer versions: every visit to the page
For more information about these settings, refer to your web browser’s Help.
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24 Chapter 2 Using CallPilot Manager
If not all the CallPilot settings shown in this guide appear in your browser:
• refresh the browser by clicking Refresh or Reload
• upgrade your browser
Note: CallPilot Manager Help is best viewed in Internet Explorer. There can be some page format inconsistencies if you use other browsers.

Starting CallPilot Manager

After you enable CallPilot Manager on your BCM, you can access CallPilot Manager in three ways:
• Element Manager
• Web browser- BCM IP address/CallPilotManager
• Web browser- BCM Web page-Administrator Applications
To start CallPilot Manager for BCM from Element Manager
1 Log on to Element Manager.
2 Select the Configuration tab.
3 Click the Applications folder and click the Voice Messaging/Contact Center task.
The Voice Messaging/Contact Center panel appears.
4 Click Launch CallPilot Manager.
The CallPilot Manager Main Menu opens in your Web browser.
To start CallPilot Manager for BCM from a Web browser
1 Point your Web browser to http://<BCM IP address>/CallPilotManager
The Administration Login page appears.
2 In the User ID box, enter your BCM User ID.
3 In the Password box, enter your BCM password.
4 Click Submit.
The CallPilot Manager Main Menu appears.
You can also access CallPilot Manager from the BCM Web page.
1 Point your Web browser to http://<BCM IP address>
2 In the User ID box, enter your BCM User ID.
3 In the Password box, enter your BCM password.
4 Click Submit.
The BCM Web page appears.
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5 Click the Administrator Applications link.
The Administrator Application page appears.
6 Under the Administrator Management Tools title, select the CallPilot Manager link.
The CallPilot Manager page appears.
7 Click the Launch CallPilot Manager link.
The CallPilot Manager Main Menu page appears.

About the CallPilot Manager interface

Return to Main menu
Quit CallPilot Manager
Chapter 2 Using CallPilot Manager 25
Open online Help
Headings expand and display their links when you click them

System timeout

A CallPilot Manager session times out after 20 minutes of inactivity. This is a security feature that prevents unauthorized access to the system.
If your session times out, the login page and a session time out message appear. You must log on to continue programming CallPilot.
If the system times out while you are working on a page, any settings that you have not entered on the system by pressing the Submit button are not entered. You must log on to CallPilot Manager and re-enter this programming.
CallPilot Manager Set Up and Operation Guide
26 Chapter 2 Using CallPilot Manager

Resetting the System Administrator password

If you have a BCM system, there is no dedicated or default CallPilot System Administrator user ID or password. You can create users with CallPilot rights in Element Manager. You can also reset the System Administrator password and change users’ passwords in Element Manager. See the BCM Administration and Security Guide for more information.
Note: If you reset the System Administrator password, log on to CallPilot Manager and create a new password immediately to prevent unauthorized access to the system.
While the default password is used, CallPilot Manager or Contact Center is open to unauthorized access. For additional security, change the Administration Password regularly.
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Chapter 3

CallPilot mailboxes

About installing mailboxes

You install mailboxes by enabling a keycode. The keycode determines the number of mailboxes that you can add to CallPilot. On Business Communications Manager you can have a maximum of 1,000 mailboxes. Refer to “Enabling keycodes” on page 131 for more information.

System Administrator Mailbox

The System Administrator Mailbox:
• is reserved for the System Administrator
• is created automatically when the system is initialized for the first time
• is where you can send Broadcast Messages from. Broadcast messages are sent to all Subscriber mailboxes except Skillset mailboxes.
27
Only the System Administrator can access the System Administrator Mailbox. Remember to check this mailbox for messages.
Warning: Change the System Administrator password frequently to minimize the risk of unauthorized activity.
Default System Administrator Mailbox number and password combinations
For a mailbox number length of...
2 12 0000 120000
3 102 0000 1020000
4 1002 0000 10020000
5 10002 0000 100020000
6 100002 0000 1000020000
7 1000002 0000 10000020000
the default System Administrator Mailbox number is...
and the default System Administrator Mailbox password is...
so the combined mailbox number and password is...
The default Class of Service for the System Administrator Mailbox is 7. You can change the Class of Service at any time. For information about changing the Class of Service, refer to “Changing
mailbox settings” on page 47.
CallPilot Manager Set Up and Operation Guide
28 Chapter 3 CallPilot mailboxes

General Delivery Mailbox

The General Delivery Mailbox is your company mailbox. It is created automatically when the system is initialized for the first time. The General Delivery Mailbox stores messages from callers when the Operator is not available, or from callers who use a rotary dial telephone.
Usually the Receptionist or designated Operator checks for messages in the General Delivery Mailbox.
Warning: Change the General Delivery Mailbox password frequently to minimize the risk of unauthorized activity.
Default General Delivery Mailbox number and password combinations
For a mailbox number length of...
2 10 0000 100000
3 100 0000 1000000
4 1000 0000 10000000
5 10000 0000 100000000
6 100000 0000 1000000000
7 1000000 0000 10000000000
the default General Delivery Mailbox number is...
The default Class of Service for the General Delivery Mailbox is 1. You can change the Class of Service at any time. For information about changing the Class of Service, refer to “Changing
mailbox settings” on page 47.
The General Delivery Mailbox can receive messages before it is initialized, but you cannot retrieve messages from the General Delivery Mailbox until you initialize it. For information about initializing mailboxes, refer to “Initializing a mailbox” on page 39.

Subscriber mailboxes

and the default General Delivery Mailbox password is...
so the combined mailbox number and password is...
Create a Subscriber mailbox for each person in your organization who needs to receive messages.
A Subscriber mailbox must be initialized by the mailbox owner before it can receive voice messages. Until a mailbox is initialized, it cannot receive voice messages and any calls that are directed to it are rerouted to the General Delivery Mailbox. For information about initializing a mailbox, refer to “Initializing a mailbox” on page 39.
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Guest mailboxes

A Guest mailbox is a Subscriber mailbox without a primary extension. Create Guest mailboxes for people who do not have an operating extension but require a mailbox. A Guest mailbox must be initialized by the mailbox owner before it can receive voice messages.
When you create Guest mailboxes, assign mailbox numbers that begin with the same digit. This identifies the mailbox type. Create Guest mailbox numbers that begin with a digit that is different from the Subscriber mailbox numbers. For example, if Subscriber mailbox numbers start with two, Guest mailboxes can start with the number four.
When to use Guest mailboxes
Guest mailboxes can provide a temporary employee with CallPilot services, give clients access to internal messaging and call routing, and let customers leave telephone orders.
You can use Guest mailboxes to:
• take personal catalog shopping orders
• list classes or seminars and let callers register by telephone
• give frequent customers access to CallPilot services
Chapter 3 CallPilot mailboxes 29
Using a Guest mailbox for telephone registration
This example shows how to set up a Guest mailbox with announcement and order-taking capabilities. When you provide services that let a customer call into a mailbox, include the mailbox number in the greeting. This lets a caller transfer directly to the mailbox.
To use a Guest mailbox to provide telephone registration, you must first choose a mailbox number. Make sure that the Guest mailbox number is unique and is not assigned to any display telephone extension. Next, record the mailbox greeting. For example:
“This month we are pleased to provide the following courses: Jazz Dancing Made Easy, Intermediate Jazz Dancing, Warming Up for that Big Performance, and Beginner Ballet. If you are interested in any of these courses, please leave your name and telephone number after the tone. One of our instructors will contact you with more information.”
You can include the time and date the classes are being offered. This example is applicable to Guest mailboxes that are used for taking orders.
CallPilot Manager Set Up and Operation Guide
30 Chapter 3 CallPilot mailboxes
After you record the announcement, record a Company Greeting that tells callers about the mailbox. For example:
“Good Morning. This is On Your Toes Dance School. To reach the dance studio, press ›fl. To register for our fall classes, press ¤°. To reach our receptionist, press ‚.”
Note: The number 46 in this example is an operating telephone extension and the number 28 is the Guest mailbox.
Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the extensions. If you must use the same leading digit, ensure the Guest mailbox numbers are “out-of-range” extension numbers. To test if an extension is out-of-range, dial it from another extension. If the number is out-of-range, the display shows Invalid number. If the number is not out-of-range, the display shows Not in service.
You must assign a Class of Service to the Guest mailbox. When you assign a Class of Service to a Guest mailbox used as an order mailbox, choose a Class of Service that has the maximum mailbox greeting and message time available. Refer to “Mailbox Class of Service” on page 32.

Information mailboxes

Information mailboxes play an informative message to callers who access it. An Information mailbox must be initialized before it can play an information message. Callers cannot leave messages in Information mailboxes. Information mailboxes do not have operating extensions.
Information mailboxes are maintained by the System Administrator or a mailbox owner.
You can use Information mailboxes to:
• announce sales
• provide product lists
• announce special events
You create the Information mailbox and give it to a subscriber or department. The department creates the password and maintains the greeting. Information mailbox greetings can be recorded by you or by the person assigned the Information mailbox.
To let callers know about your company’s Information mailboxes:
• Advertise the Auto Attendant main number, and record a Company Greeting that mentions the Information mailbox services.
• Provide a list of your company’s Information mailbox numbers in brochures and telephone directory advertising.
• Mention the Information mailboxes in the Company Greeting if your company has a small number of Information mailboxes, such as three or four. Use Custom Call Routing (CCR) if you have a large number of Information mailboxes.
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