Avaya CallPilot Manager User Manual
Avaya Call Pilot Manager Set Up and Operation
Guide
Avaya Business Communications Manager
Release 6.0
Document Status: Standard
Document Number: NN40170-300
Document Version: 02.02
Date: October 2010
© 2010 Avaya Inc.
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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
Avaya Call Pilot 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
NN40170-300NN40170-300
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
Avaya Call Pilot 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 Avaya
Series Terminal telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Chapter 2
Using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
7
Requirements for CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Starting CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
About the CallPilot Manager interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Resetting the System Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
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
Avaya Call Pilot Manager Set Up and Operation Guide
8 Contents
Adding a Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
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
NN40170-300NN40170-300
Contents 9
Chapter 7
Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
About Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
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
Avaya Call Pilot Manager Set Up and Operation Guide
10 Contents
Directory Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Mailbox Information Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
All Mailbox Activity Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
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
NN40170-300NN40170-300
Contents 11
Changing the Operator settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Setting the Auto Attendant Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Changing the Business Open setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
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
Avaya Call Pilot Manager Set Up and Operation Guide
12 Contents
Default configuration values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
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Chapter 1
Getting started
About this Guide
The Avaya Call Pilot Manager Set Up and Operation Guide describes how to set up and operate
CallPilot on an Avaya Business Communications Manager (Avaya BCM) 6.0.
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.
Avaya Call Pilot 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 Avaya BCM 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.
NN40170-300NN40170-300
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 143.
Note: You apply Messaging Forwarding as a software update. For
information about installing software updates, see the Avaya Business
Communications Manager Administration and Security (NN40170-603).
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 Call Pilot 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 Avaya 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.
Avaya Call Pilot Manager Set Up and Operation Guide
16 Chapter 1 Getting started
Audience
This guide is for system administrators who configure and maintain CallPilot on an Avaya BCM.
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
Avaya BCM Avaya 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
NN40170-300NN40170-300
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.
Avaya Call Pilot 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.
NN40170-300NN40170-300
Chapter 1 Getting started 19
About Avaya Business Series Terminal 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 T7100, T7208, 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 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)
Avaya Call Pilot 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)
Avaya CallPilot Fax Set Up and Operation Guide (NN40080-301)
Avaya Call Pilot Message Networking Set Up and Operation Guide (NN40090-301)
Avaya CallPilot Telephone Administration Guide (NN40170-601)
Avaya Intelligent Contact Center Set Up and Operation Guide (NN40170-301)
Avaya Advanced Paging Productivity Pack Configuration (NN40010-503)
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 20
• “Getting product training” on page 20
• “Getting help from a distributor or reseller” on page 20
• “Getting technical support from the Avaya Web site” on page 20
Getting technical documentation
To download and print selected technical publications and release notes directly from the Internet,
go to www.avaya.com/support.
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 Website, 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.
NN40170-300NN40170-300
Chapter 2
Using CallPilot Manager
Requirements for CallPilot Manager
CallPilot Manager operates on a Avaya Business Communications Manager (Avaya BCM) 6.0
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:
21
• Windows XP Professional SP3, Windows Vista SP2, Windows Vista Business, Windows
Vista Ultimate, Windows Vista Enterprise (32-bit and 64-bit) or Windows 7.0
• 64 MB RAM, 10 MB disk space
• minimum screen resolution of 1024 X 768 pixels
Browser requirements
Call Pilot 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.
Avaya Call Pilot Manager Set Up and Operation Guide
22 Chapter 2 Using CallPilot Manager
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Note: Call Pilot Manager Help is best viewed in Internet Explorer. There can be
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Starting CallPilot Manager
After you enable Call Pilot Manager on your Avaya BCM, you can access Call Pilot Manager in
three ways:
• Business Element Manager
• Web browser- BCM IP address/CallPilotManager
• Web browser- BCM Web page-Administrator Applications
To start CallPilot Manager for BCM from Business Element
Manager
1 Log on to Business 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 Call Pilot Manager Main Menu opens in your Web browser.
To start Call Pilot 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 Call Pilot Manager Main Menu appears.
You can also access Call Pilot 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 Call Pilot Manager page appears.
7 Click the Launch CallPilot Manager link.
The Call Pilot Manager Main Menu page appears.
About the CallPilot Manager interface
Return to
Main menu
Quit CallPilot
Manager
Chapter 2 Using CallPilot Manager 23
Open online Help
Headings
expand and
display their
links when
you click them
System timeout
A Call Pilot 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 Call Pilot Manager
and re-enter this programming.
Avaya Call Pilot Manager Set Up and Operation Guide
24 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 Business Element Manager. You can
also reset the System Administrator password and change users’ passwords in Business Element
Manager. See the Avaya BCM Administration and Security Guide for more information.
Note: If you reset the System Administrator password, log on to Call Pilot 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 Avaya Business Communications Manager (Avaya BCM) 6.0
you can have a maximum of 1,000 mailboxes. Refer to “Enabling keycodes” on page 129 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.
25
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 45.
Avaya Call Pilot Manager Set Up and Operation Guide
26 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 45.
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 37.
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 37.
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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 27
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.
Avaya Call Pilot Manager Set Up and Operation Guide
28 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 30.
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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Chapter 3 CallPilot mailboxes 29
• Assign the Operator as the transfer point for all Information mailbox inquiries. Record a
statement in the Company Greeting that tells callers to press zero to reach company
information. For example, “Good Afternoon. This is On Your Toes Dance Studio. To reach
our studio, press ›fl. To listen to one of our special announcements, press ‚ to reach the
Operator.” When a caller presses zero, have the Operator provide a list of the Information
mailboxes and transfer the caller accordingly.
A call disconnects after the Information mailbox greeting plays except:
• if the call is extended by the Auto Attendant, the call disconnects or returns to the Auto
Attendant according to the Return to AA setting.
• if the Information mailbox is the Mailbox node of a Custom Call Routing Tree, the call
disconnects, or returns to the Home menu, or returns to the previous menu, according to the
Next Action setting of the Mailbox node.
The maximum length of the greeting is determined by the Class of Service. The default settings for
Class of Service 7 and 8 allow greetings that are up to 10 minutes in length.
If CallPilot is configured as bilingual, the Information mailbox has greetings in primary and
alternate languages. The rules for bilingual prompting determine which one of these callers hear.
Callers press a dialpad button, depending on which country they are in, to switch to the other
greeting.
While they listen to the Information mailbox greeting, callers can use playback commands such as
pause, resume, forward and back. Outside callers can press a dialpad button, depending on which
country they are in, to transfer to the system attendant extension.
Avaya Call Pilot Manager Set Up and Operation Guide
30 Chapter 3 CallPilot mailboxes
Mailbox Class of Service
Class of Service (COS) values reduce the amount of programming you do when you add a
mailbox. Instead of entering values for several features, you can select the COS that is appropriate
for the mailbox. You select a COS when you add the mailbox and the system uses the associated
values.
The COS tables have default values, as shown on page 32. You can change the values to meet the
needs of your company. For information about viewing or editing the values, refer to “Viewing or
editing a Class of Service” on page 46.
Class of Service values
Prompt language
Mailbox message
time
Message length
Message retention
period
Greeting length
Off-premise Message
Notification
Retry intervals
Number of attempts
CallPilot is available with two languages. If you select bilingual operation, Classes
of Service 1, 3, 5, 7, 9, 11, 13, 15 use the Primary Language, and Classes of
Service 2, 4, 6, 8, 10, 12, 14, 16 use the Alternate Language. These defaults can
be changed for each of the classes.
The total message time available to a mailbox. The maximum message time is 180
minutes. Mailboxes have a Never Full mailbox feature that lets external callers
leave a message in a “full” mailbox. The message is stored in the mailbox, but
cannot be accessed until a saved message is deleted.
The maximum length of an incoming message. Message length is 1-60 min for
Avaya BCM .
The number of days messages are saved in a mailbox. Message retention period is
from one to 365 days or 0 = indefinitely.
The maximum length of a mailbox greeting. Greeting length is 1-30 minutes.
Redirects messages to another extension, telephone number or pager. Dialing
restrictions that apply to outdial lines apply to Off-premise Message Notification.
For Off-premise Message Notification to function, incoming lines must be equipped
with Disconnect Supervision.
Tip: Have at least one Class of Service that does not let subscribers have
long-distance dialing, have Off-premise Notification. This feature has the potential
to be misused for toll fraud.
For Off-premise Message Notification, the minutes between attempts to notify the
recipient of a new or urgent message. The retry interval is from 1 to 120 minutes.
For Off-premise Message Notification, the number of attempts the system makes to
notify the recipient of a new or urgent message. The number of attempts is from 1
to 20.
Outbound Transfer
Incorrect password
attempts
Password Expiry
Networking
Target Attendant
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Lets a caller who reaches a mailbox transfer to an external telephone number or an
extension. The default is disabled.
The maximum number of incorrect password attempts before a mailbox owner is
locked out of their mailbox. The incorrect password attempts are 4-20.
The maximum length of time a mailbox password is active. The password expiry is
from 1 to 365 days or 0 = never expires.
If you have installed the Message Networking option, callers can send messages to
different mailboxes at various sites on a communication network.
Lets subscribers set up a Personal Target Attendant. If not, callers are directed to
the Target Attendant specified in the Greeting Table.
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