Avaya Call Pilot Auto-Attendant BCM User Manual

BCM Rls 6.0

Call Pilot Auto-Attendant

Task Based Guide

CallPilot Auto-Attendant

Notices

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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

be reproduced in any form without the prior written permission of a duly authorised representative of ITEL.

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Table of Contents

Auto-Attendant .................................................................. 6

Overview .......................................................................................... 6

Flow Chart ....................................................................................... 7

Required Information ....................................................................... 8

Accessing CallPilot Manager via Element Manager ........................ 8

Accessing CallPilot Manager from Internet Explorer. ..................... 12

General Properties ......................................................................... 14

General Properties Settings ............................................................................. 15

Company Greetings ....................................................................... 16

Recording a Company Greeting ...................................................................... 17

Recording Prompts .......................................................................................... 18

Adding a Greeting Caption .............................................................................. 19

Greetings Tables ........................................................................... 20

Step 1 – Greetings, CCR Tree Assignment & Disabling DN Dialling .............. 21

Step 2 – Setting the Business Hours ............................................................... 22

Step 3 - Assigning a Greeting Table Attendant ............................................... 22

Step 4 – Language Preference ........................................................................ 23

Step 5 – Custom Auto Attendant Prompts ....................................................... 23

Holiday Greeting Schedules .......................................................... 24

Recording the Holiday Greetings ..................................................................... 24

Adding Entries to the Holiday List .................................................................... 24

Holiday Status .................................................................................................. 27

Lines Administration ...................................................................... 28

Configuring the Auto-Attendant to Answer Lines ............................................. 28

To Configure Answering for Several Lines ...................................................... 29

Operator Settings ........................................................................... 30

Setting the Attendant Status ............................................................................ 31

Set the Business Open Status ......................................................................... 31

Set the Answer Line Status ............................................................................. 32

Set the Attendant Extension ............................................................................ 32

Resetting the Operator Password .................................................................... 32

Advanced Auto-Attendant Configuration ...................... 33

CLID Routing Table ....................................................................... 33

Adding a Telephone Number to the CLID Routing Table ................................ 33

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Service Directory Number Table .................................................... 35

Service DN features ......................................................................................... 35

Avaya Documentation Links .......................................... 39

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Company Greeting

(Refer to the Company Greetings Section

of this guide)

Touchtone Gate

(Refer to the General Properties Section

of this guide)

Auto-Attendant Menu

(Refer to the Greeting Tables Section of

this guide)

Auto-Attendant

Overview

The Automated Attendant answers your company’s incoming telephone lines

with a pre-recorded greeting selected from the Greeting Table, according to the time of day. You can record and assign different greetings to the Greeting Table. You can specify which greetings play for particular lines. For example, you can program the system so that callers hear one greeting when they call the sales line and a different greeting when they call the customer support line.

After the greeting, the Automated Attendant Menu offers callers a range of options that they can select using the dial pad of their telephone. If you want to offer a greater range of options and services for incoming calls, you can assign a Custom Call Routing (CCR) menu to play instead of the Automated Attendant Menu.

When the caller dials the Auto-Attendant, they will be presented with the following Auto-Attendant features:

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Set the General Properties: refer to the General Properties section of this guide.

Record the Company Greetings: refer to the Company Greetings section of this guide.

Configure the Greetings Tables and Holiday Greeting Tables: refer to the Greetings Tables section of this guide.

Assign the BCM Line to the Greetings Table: refer to the Lines Administration section of this guide.

Ensure that Call Pilot answers the lines: refer to the Operator Settings section of this guide.

Flow Chart

The following flow chart shows the recommended programming order for configuring the Auto-Attendant.

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Required Information

Before commencing Auto-Attendant installation it would be useful to determine the Auto-Attendant requirements. Useful information would be:

 Company Greetings to be played to callers.  Business opening hours.  Lines that are to be used by the Auto-Attendant.  Any custom Auto-Attendant menus to match the company’s

requirements.

 Any Park & Page Requirements.  Any Auto Attendant Holiday Schedules.  Any Calling Line ID requirements.

Accessing CallPilot Manager via Element Manager

1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager.

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2. Alternatively, double-click on the Business Element Manager desktop icon.

3. You will be presented with the Element Manager interface.

4. Open the Network Elements folder and select the IP Address of the BCM.

5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button.

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6. A warning screen will appear, read the warning and click OK.

7. You will be presented with the Element Manager interface.

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8. To access CallPilot Manager: Select the Configuration tab, open the Applications folder, select the Voice Messaging / Contact Center link, and then click to Launch CallPilot Manager.

9. You will be presented with a Security Alert Screen. Read the alert and click Continue to this website to continue.

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10. The Main Menu of CallPilot Manager will be launched.

Accessing CallPilot Manager from Internet Explorer.

CallPilot Manager can also be accessed directly from Internet Explorer. This method of access is an alternative if you cannot gain access via Element Manager.

1. Open Internet Explorer. In the address bar enter http://<IP Address of BCM>/CallPilotManager.

2. If you are presented with the Certificate Error window, click Continue to this website (not recommended).

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