Avaya CallPilot Reference Guide
CallPilot Reference Guide
Avaya Business Communications Manager
Release 6.0
Document Status: Standard
Document Number: NN40170-100
Document Version: 02.02
Date: October 2010
© 2010 Avaya Inc.
All Rights Reserved.
Notices
While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing,
Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document
without the obligation to notify any person or organization of such changes.
Documentation disclaimer
Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation
unless such modifications, additions, or deletions were performed by Avaya. End User agree to indemnify and hold harmless Avaya,
Avaya’s agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with,
subsequent modifications, additions or deletions to this documentation, to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation(s) provided by
Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not
necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will
work all the time and has no control over the availability of the linked pages.
Warra nty
Avaya provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In
addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is
available to Avaya customers and other parties through the Avaya Support Web site: http://www.avaya.com/support
Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said reseller and not by Avaya.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/
ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM
AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A
COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO
BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE
OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE
RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A
LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU,
ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE
SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"), AGREE TO THESE
TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE
APPLICABLE AVAYA AFFILIATE ("AVAYA").
Copyright
Except where expressly stated otherwise, no use should be made of the Documentation(s) and Product(s) provided by Avaya. All content
in this documentation(s) and the product(s) provided by Avaya including the selection, arrangement and design of the content is owned
either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating
to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any
content, in whole or in part, including any code and software. Unauthorized reproduction, transmission, dissemination, storage, and or
use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.
Third Party Components
Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements
("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party
Terms"). Information regarding distributed Linux OS source code (for those Products that have distributed the Linux OS source code),
and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the
Avaya Support Web site: http://support.avaya.com/Copyright.
Trademarks
The trademarks, logos and service marks ("Marks") displayed in this site, the documentation(s) and product(s) provided by Avaya are the
registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior
written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the documentation(s) and
product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the
express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-Avaya
trademarks are the property of their respective owners.
Downloading documents
For the most current versions of documentation, see the Avaya Support. Web site: http://www.avaya.com/support
Contact Avaya Support
Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone
number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://
www.avaya.com/support
Task List
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Using CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Setting up your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
To initialize your mailbox ...............................................................................................24
To check which mailbox interface you use ....................................................................25
To open an initialized mailbox - Norstar Voice Mail.......................................................26
To open an initialized mailbox - CallPilot.......................................................................26
To open your mailbox using Auto-Login ........................................................................26
To open your mailbox remotely .....................................................................................27
To change your password .............................................................................................28
To record your name in the Company Directory............................................................29
To assign a personal Target Attendant .........................................................................30
Feature codes and mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
3
Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
To record a Primary or Alternate mailbox greeting ........................................................46
To choose a Primary or Alternate mailbox greeting ......................................................48
To record a Personalized mailbox greeting ...................................................................49
To delete a Personalized mailbox greeting ...................................................................51
Accessing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
To play your messages - Norstar Voice Mail .................................................................54
To play your messages - CallPilot .................................................................................56
To retrieve an erased message - Norstar Voice Mail ....................................................58
To retrieve an erased message - CallPilot ....................................................................58
To use Call Screening ...................................................................................................59
To interrupt a caller........................................................................................................59
Sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
To record and send a message using the Open Mailbox feature - Norstar Voice Mail .62
To record and send a message using the Open Mailbox feature - CallPilot .................63
To record and send a message using the Leave Message feature
- Norstar Voice Mail ......................................................................................................64
To record and send a message using the Leave Message feature - CallPilot ..............64
To search the Company Directory .................................................................................66
To assign message delivery options - Norstar Voice Mail .............................................68
To assign message delivery options - CallPilot .............................................................70
To reply to an internal caller - Norstar Voice Mail..........................................................73
To reply to an internal caller - CallPilot..........................................................................73
To reply to an external caller - Norstar Voice Mail.........................................................74
To reply to an external caller - CallPilot .........................................................................74
To place a Thru-Dial call................................................................................................75
To search the Company Directory while placing a Thru-Dial call ..................................76
To use Thru-Dial to reach your Target Attendant ..........................................................76
CallPilot Reference Guide
4 Task List
Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
To set up Call Forward remotely ...................................................................................77
To turn Call Forward with CLID on or off .......................................................................79
Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
To transfer a call to a mailbox from your telephone ......................................................81
To transfer a mailbox owner’s call to their mailbox........................................................82
To transfer a call to a CCR Tree....................................................................................82
To set up Outbound Transfer to a phone number .........................................................85
To set up Outbound Transfer to an extension ...............................................................86
To turn Outbound Transfer on or off..............................................................................87
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
To set up Off-premise Message Notification to a phone number ..................................90
To set up Off-premise Message Notification to an extension ........................................93
To set up Off-premise Message Notification to a pager ................................................95
To set up Off-premise Message Notification to more than one destination ...................97
To change the time range or type of message parameters ...........................................99
To change the destination from phone to another destination ....................................101
To change the destination from pager to phone or extension .....................................103
To change the destination from phone or extension to pager .....................................104
To delete a destination number ...................................................................................106
To add a destination number .......................................................................................108
To turn Off-premise Message Notification on or off .....................................................109
Recording a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
To record a call ............................................................................................................112
Broadcast and Information messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
To record an Information mailbox greeting ..................................................................114
CallPilot tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
NN40170-100NN40170-100
Contents
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Customer service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Getting technical documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Getting product training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Getting help from a distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Getting technical support from the Avaya Web site . . . . . . . . . . . . . . . . . . . . . . . 13
Chapter 2
Using CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
5
How CallPilot works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Alternate extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Using CallPilot with an analog terminal adapter or an analog station module . . . . . . . 17
Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
CallPilot voice prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Mailbox Park and Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Types of mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Subscriber mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Information mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Special mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Chapter 3
Setting up your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Initializing your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Trivial Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Checking which mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Opening your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Changing your mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Recording your name in the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Assigning a Target Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
CallPilot Reference Guide
6 Contents
Mailbox Manager overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Chapter 4
Feature codes and mailbox options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Programming a memory button with a feature code . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Norstar Voice Mail mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
CallPilot mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Chapter 5
Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Mailbox commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Playing messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Other Norstar Voice Mail options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Mailbox commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Playing messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Other CallPilot mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Types of mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Recording a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Choosing a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Recording a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Chapter 6
Accessing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Never Full mailbox feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Playing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Screening your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Interrupting a caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Chapter 7
Sending messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Recording and sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Searching the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Assigning message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Sending a message to more than one recipient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
NN40170-100NN40170-100
Contents 7
Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Placing a call with Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
When to use Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Chapter 8
Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Call Forwarding your calls to your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Setting up Call Forward remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Call Forward with Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Chapter 9
Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Transferring calls to a CallPilot mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Transferring a mailbox owner’s call to their mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Transferring a call to Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
About Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Adding special characters to a destination number . . . . . . . . . . . . . . . . . . . . . . . 83
Setting up Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Turning Outbound Transfer on or off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Optimizing Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Programming Outbound Transfer when CallPilot is behind a PBX . . . . . . . . . . . . 88
Chapter 10
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Setting up Off-premise Message Notification to a pager number . . . . . . . . . . . . . 95
Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 108
Chapter 11
Recording a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
About Record A Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Professional Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Chapter 12
Broadcast and Information messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Information mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Recording an Information mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
CallPilot Reference Guide
8 Contents
Chapter 13
CallPilot tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Chapter 14
Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
NN40170-100NN40170-100
Chapter 1
Getting started
About this guide
The CallPilot Reference Guide provides information on how to use CallPilot features on the
Avaya Business Communications Manager (Avaya 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 25. 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 Avaya 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 Avaya 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.These text
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
Indicates that you press the button with the coordinating icon on
whichever set you are using.
RELEASE
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
CallPilot Reference Guide
12 Chapter 1 Getting started
Convention Description
FEATURE
HOLD
Indicates that you press the button with the coordinating icon on
whichever set you are using.
RELEASE
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
FEATURE
HOLD
Indicates command syntax and system output (for example, prompts
and system messages).
Example:
Set Trap Monitor Filters
Indicates that you press the button with the coordinating icon on
whichever set you are using.
RELEASE
Customer service
Visit the Avaya Web site to access the complete range of services and support that Avaya
provides. Go to www.avaya.com or go to one of the pages listed in the following sections.
Navigation
• “Getting technical documentation” on page 12
• “Getting product training” on page 13
• “Getting help from a distributor or reseller” on page 13
• “Getting technical support from the Avaya Web site” on page 13
Getting technical documentation
To download and print selected technical publications and release notes directly from the Internet,
go to www.avaya.com/support.
NN40170-100NN40170-100
Chapter 1 Getting started 13
Getting product training
Ongoing product training is available. For more information or to register, you can access the Web
site at www.avaya.com/support. From this Web site, you can locate the Training contacts link on
the left-hand navigation pane.
Getting help from a distributor or reseller
If you purchased a service contract for your Avaya product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller for assistance.
Getting technical support from the Avaya Web site
The easiest and most effective way to get technical support for Avaya products is from the Avaya
Technical Support Web site at www.avaya.com/support.
CallPilot Reference Guide
14 Chapter 1 Getting started
NN40170-100NN40170-100
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.
15
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
CallPilot Reference Guide
16 Chapter 2 Using CallPilot
About telephone buttons
This table shows the Avaya Business Series Terminal buttons. Use the buttons that pertain to the
type of telephone you use.
Button name 7100, 7208, T7316
Feature
Handsfree Bottom right-hand
button
Hold
Volume Control
Release
≥ ˙
√ √
® ®
M7100, M7208, M7310,
M7324
ƒ
©
M7100N, M7208N,
M7310N, M7324N
You can enter , ƒ or and the code to use a feature.
For example, press ·°⁄ to access your mailbox.
The Avaya 7100 Digital Deskphone 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 Avaya 7100 Digital Deskphone 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
Avaya 7100 Digital Deskphone terminal.
On Avaya 7100 Digital Deskphone 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
NN40170-100NN40170-100
Chapter 2 Using CallPilot 17
• 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 78.
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 59.
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
• ˚•·°‚
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
to leave a message and follow the voice prompts.
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.
CallPilot Reference Guide
18 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.
NN40170-100NN40170-100
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.
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)
Chapter 2 Using CallPilot 19
* 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.
CallPilot Reference Guide
20 Chapter 2 Using CallPilot
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.
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 113.
NN40170-100NN40170-100
Chapter 2 Using CallPilot 21
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.
CallPilot Reference Guide
22 Chapter 2 Using CallPilot
NN40170-100NN40170-100
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 31.
23
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.
CallPilot Reference Guide
24 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 45 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 31.
NN40170-100NN40170-100
Chapter 3 Setting up your mailbox 25
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 E XIT
This is the Norstar Voice Mail interface.
This is the CallPilot interface.
3 Press ® to end the session.
CallPilot Reference Guide
26 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.
NN40170-100NN40170-100
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 23 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 27
CallPilot Reference Guide
28 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.
NN40170-100NN40170-100
Chapter 3 Setting up your mailbox 29
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.”
CallPilot Reference Guide
30 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.
NN40170-100NN40170-100
Loading...