Avaya CallPilot Fax User Manual

CallPilot Fax Set Up and Operation Guide

BCM50 3.0

CallPilot

Document Status:Standard Document Number: NN40080-301 Document Version: 03.01 Date: August 2007

The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.

Trademarks

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.

Task List

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

To initialize a mailbox ....................................................................................................12

To check which mailbox interface you use ....................................................................13

Setting up CallPilot Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

To set the Fax properties...............................................................................................20

To change the Fax properties........................................................................................22

To convert an image to a custom cover page ...............................................................23

To select a cover page ..................................................................................................24

To add a Fax Overflow mailbox.....................................................................................25

To change the properties of a Fax Overflow mailbox ....................................................26

To delete a Fax Overflow mailbox .................................................................................26

To create a Fax Group List............................................................................................27

To send a Fax Group message - Norstar Voice Mail ....................................................29

To send a Fax Group message - CallPilot.....................................................................30

Setting up Fax On Demand mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

To add a Fax On Demand mailbox................................................................................31

To record a greeting ......................................................................................................34

To change a Fax On Demand mailbox ..........................................................................35

To choose a call method and the number of fax messages ..........................................36

To add a fax message to a Fax On Demand mailbox ...................................................37

To delete a fax from a Fax On Demand mailbox ...........................................................38

To add a Fax On Demand mailbox to a CCR Tree .......................................................39

Troubleshooting Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Fax configuration tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Fax programming record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

CallPilot Fax Set Up and Operation Guide

4 Task List

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Contents

Chapter 1

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

About CallPilot Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Who can use Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Requirements for setting up Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Learning about Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

CallPilot Fax features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

About CallPilot reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Initializing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Checking which mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 2

Setting up CallPilot Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

the Fax properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Setting the Fax properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Changing the Fax properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Creating a custom cover page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Selecting a cover page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Adding a Fax Overflow mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Changing a Fax Overflow mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Deleting a Fax Overflow mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Creating a Fax Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Sending a Fax Group message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 3

Setting up Fax On Demand mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

About Fax On Demand mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Adding a Fax On Demand mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Recording a Fax On Demand mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Changing a Fax On Demand mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Choosing a Fax On Demand call method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Setting how many fax messages callers can request . . . . . . . . . . . . . . . . . . . . . . . . . 36

Adding a fax message to a Fax On Demand mailbox . . . . . . . . . . . . . . . . . . . . . . . . . 37

CallPilot Fax Set Up and Operation Guide

6 Contents

Deleting a fax from a Fax On Demand mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Adding a Fax On Demand mailbox to a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Chapter 4

Troubleshooting Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Problems and solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Chapter 5

Fax configuration tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Using CallPilot Fax for a small business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Fax tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Appendix A

Fax programming record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

A Fax On Demand mailbox setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Using Fax Mail to receive faxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

A Fax Overflow mailbox setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

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Chapter 1

Getting started

About this Guide

The CallPilot Fax Set Up and Operation Guide describes how to configure CallPilot fax on a Business Communications Manager (BCM) using CallPilot Manager and telset based administration.

About CallPilot 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.

Fax Answering lets outside callers send faxes to the main site telephone number. With Fax Answering, a fax call that arrives through the Auto Attendant or CCR transfers to a specified extension. The extension is usually a fax machine connected to an analog telephone port on the system.

For more information about each of the Fax components, see “Learning about Fax” on page 8.

To use Fax on your system, you must enable a Fax keycode. Contact your vendor if you want to trial or purchase Fax. For information about enabling a keycode see the Keycode Installation Guide.

Who can use Fax

Fax can be used by any outside caller or mailbox owner in your company. Away from the office, Fax can be used from any touchtone telephone. At the office, Fax can be used from any Business Series Terminal or touchtone telephone connected to a CallPilot system.

Callers who use a rotary dial telephone cannot access Fax.

Requirements for setting up Fax

To set up and operate CallPilot Fax you need to know:

• how to use Business Series Terminals. See “Initializing a mailbox” on page 12 for information on using telephone buttons and the CallPilot Reference Guide for information on telephone displays.

• how to initialize a mailbox. See “Initializing a mailbox” on page 12 for specific information.

CallPilot Fax Set Up and Operation Guide

8 Chapter 1 Getting started

• which mailbox interface you use. See the “Checking which mailbox interface you use” on page 13 for information on how to check which interface you use.

• how to start CallPilot Manager and use the CallPilot Manager interface. For information see the CallPilot Manager Set Up and Operation Guide.

• how to set up Custom Call Routing (CCR). For information see the CallPilot Manager Set Up and Operation Guide.

• how to enable a keycode. For information about enabling a keycode see the Keycode Installation Guide.

Learning about Fax

CallPilot Fax includes:

• Fax Answering

•Fax Mail

• Fax On Demand

• Fax Overflow

About 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 a fax machine connected to an Analog Telephone port on the system.

About Fax Mail

Fax Mail lets callers leave a fax message in a subscriber mailbox. The subscriber can print the fax message on a fax machine. Callers can leave a voice message to introduce the fax document.

About Fax On Demand

With Fax On Demand, callers can retrieve documents stored in Fax On Demand mailboxes.

You can create a Fax On Demand mailbox to make a collection of faxes available to callers. A Fax On Demand mailbox has a greeting that plays to callers and a collection of fax messages, each with a document number. Callers hear the mailbox greeting and can select a fax document by its assigned number.

You create the Fax On Demand mailbox and give it to the department. The department creates the password, records the greeting and maintains the fax documents.

Callers can access a Fax On Demand mailbox:

• from the Auto Attendant, by mailbox number or directory name lookup

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Chapter 1 Getting started 9

• from Feature 980 (Leave Message) or Feature 986 (Transfer Caller to Mailbox)

• through Custom Call Routing, as either a Home node or a Mailbox node

About Fax Overflow

With Fax Overflow, you can set up a Fax Overflow mailbox. If your fax machine cannot answer an incoming fax call, CallPilot answers the call and temporarily stores the fax message in a Fax Overflow mailbox. When the fax machine is ready to print, CallPilot sends the stored fax messages to the fax machine.

If CallPilot cannot send the fax messages on the first attempt, it tries to send the documents several more times. The number of retry attempts can be from 1 to 99. Between each retry attempt, CallPilot waits a specified amount of time. The interval of time can be from 1 to 60 minutes.

Storage limit for Fax Overflow mailboxes

A Fax Overflow mailbox does not have an explicit storage limit. It accepts new messages until the system storage is full. If there is no space available, it still answers calls, but disconnects the call when it discovers there is no space left.

Retry limit for Fax Overflow mailboxes

If the retry limit is reached for a fax message, the message is automatically sent to the General Delivery Mailbox. You can open the General Delivery Mailbox and forward the fax messages to a fax machine connected to the system. Check the General Delivery mailbox regularly. You can set up Off-premise Message Notification to notify you when a message is received in the General Delivery Mailbox. For more information about the General Delivery Mailbox, see the CallPilot Manager Set Up and Operation Guide.

CallPilot Fax features

You can set up other CallPilot Fax features that maximize your company’s fax efficiency:

• assign a subscriber an Express Messaging Line as a private fax line

• create Fax Group Lists to send group fax messages

• add Fax On Demand functionality to CCR Trees

• generate CallPilot reports to check how Fax is set up and how frequently Fax is accessed on your system

About the Express Messaging Line

You can assign an Express Messaging Line to a Subscriber mailbox. Any fax calls sent to the Express Messaging Line bypass the Automated Attendant. The system detects the calling fax machine’s fax tone, and the fax message is immediately sent to the subscriber’s mailbox. A line that is to be used as an Express Messaging Line must be configured not to appear or ring at any set. You must assign the Voice Mail DN as the prime set for the line. An Express Messaging Line can

CallPilot Fax Set Up and Operation Guide

10 Chapter 1 Getting started

be set up as Fax Only. If the Fax Only option is selected, the caller will not hear a greeting and will not be able to leave a voice message. Selecting this option allows a fax to be sent immediately. For information about assigning an Express Messaging Line and creating subscriber mailboxes, see the CallPilot Manager Set Up and Operation Guide.

The line used for Express Messaging must be between 125 and 268 for BCM50. Give the corresponding telephone number to the subscriber. For example, if line 125 is chosen as the Express Messaging Line, give the corresponding telephone number of 735-5822 to the subscriber. The subscriber can then inform people that the Express Messaging Line number is their fax number and have it printed on their business cards.

If you are using the Express Messaging Line as a virtual fax line and the line used is either a Direct Inward Dial (DID) or a Target Line, two callers can send a fax to the same fax line at the same time. The resulting two fax messages go to the mailbox. If a third fax is sent to the Express Messaging Line and the line is busy, the caller hears a message that asks them to wait or cancel their call. For information about Fax Overflow for a fax line, see CallPilot Manager Set Up and Operation Guide.

About Fax Group Lists

You can create a Fax Group List and send Group List messages to it. Send a Fax Group List message to notify a group by fax of a message or event that pertains to the group.

A Fax Group List is a collection of fax machines from other locations. When you send a fax message to a Group List, each fax machine in the Group List receives the same fax message. You can publish a list of fax machines in each Fax Group List so that mailbox owners know which fax machines receive Group List messages.

For more information about Group Lists, see “Sending a Fax Group message” on page 29.

About adding a Fax On Demand mailbox to a CCR Tree

You can add Fax On Demand functionality to Custom Call Routing (CCR) Trees.

If you want callers to be able to request faxes from a CCR Tree, add a Mailbox node to a CCR Tree. When you add the mailbox, assign a Fax On Demand mailbox as the mailbox number.

If you want callers to be able to leave fax messages in a mailbox, add a Mailbox node to a CCR Tree. When you add the mailbox, assign a Subscriber mailbox as the mailbox number.

For more information about using Fax On Demand with CCR, see “Adding a Fax On Demand

mailbox” on page 31.

About CallPilot reports

You can generate CallPilot reports to see how Fax is set up on your system and how frequently Fax is accessed.

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The CallPilot reports that show Fax information

Chapter 1 Getting started 11

Mailbox Information report

Directory report

CCR Tree Usage report

Fax Usage report

Lists Fax Overflow mailboxes.

For Fax On Demand mailboxes shows:

• delivery method

• maximum number of faxes

• number of retry attempts

• interval in minutes between retry attempts

• selection ID of each fax

• size in message minutes of each fax

Shows which mailboxes are Fax On Demand.

Shows which nodes are Fax On Demand mailboxes, and when they were accessed.

For Fax On Demand mailboxes shows:

• Fax On Demand requests

• date and time of faxes

• document number requested

• delivery fax number

• CLID of callers

For more information about CallPilot reports, see the CallPilot Manager Set Up and Operation Guide.

CallPilot Fax Set Up and Operation Guide

12 Chapter 1 Getting started

Initializing a mailbox

Initializing a mailbox prepares your mailbox to receive messages. A mailbox cannot receive and store messages until it is initialized.

Initializing a mailbox involves:

• choosing a password from four to eight digits long that does not start with zero

• changing the CallPilot default password to the new password

• recording a mailbox name in the Company Directory

Note: You do not initialize a Fax Overflow mailbox before it receives fax messages. CallPilot automatically sends the faxes to the Fax Overflow mailbox if your fax machine cannot answer an incoming fax call. CallPilot answers the call and temporarily stores the fax message in a Fax Overflow mailbox.

To initialize a mailbox

Must change pswd

Pswd: RETR Y OK

Again: RETR Y OK

Record name: RETR Y OK

Accept name? RETRY PLAY OK

1 Press

≤·°⁄.

2 Log on by following the prompts.

3 This display appears briefly to indicate that you must change your

password.

4 Enter a new password from four to eight digits long that does not

start with zero. Press OK

5 Re-enter your new mailbox password and press OK

or £.

6 At the tone, record the mailbox name in the Company Directory.

Include the mailbox number in the recording, For example, “Paddy’s Dance Studio fax, mailbox 5813.” Press OK

7 Press OK

or £ to end the recording.

or £ to accept the recording

or press PLAY

or ⁄ to listen to the recording

or press RETRY

or ¤ to re-record your name.

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8 Press ® to end the session.

Chapter 1 Getting started 13

Checking which mailbox interface you use

CallPilot supports two interfaces: Norstar Voice Mail and CallPilot.

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

0 new 0 saved PLAY RE C A DM IN

No messages COMP MB OX EXIT

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.

1 Press

2 Check the display to see which interface you use:

3 Press ® to end the session.

≤·°⁄.

Follow the voice prompts or the display options buttons to open your mailbox.

This is the Norstar Voice Mail interface.

This is the CallPilot interface.

Acronyms

The following is a list of acronyms used in this guide.

Table 1

Acronym Description

BCM Business Communications Manager

CCR Custom Call Routing

CLID Calling Line Identification

CallPilot Fax Set Up and Operation Guide

14 Chapter 1 Getting started

Table 1

Acronym Description

DID Direct Inward Dial

DN Directory Number

Symbols and text conventions

These symbols are used to Highlight critical information for the BCM50 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: 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.

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Chapter 1 Getting started 15

Warning: Alerts you to remove the BCM50 main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure.

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

About telephone buttons

This table shows the 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

≤ ƒ

button

≥ ˙

M7100, M7208, M7310, M7324

M7100N, M7208N, M7310N, M7324N

Volume Control

Release

√ √

® ®

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.

CallPilot Fax Set Up and Operation Guide

16 Chapter 1 Getting started