Avaya CP Reference Guide

CallPilot

Reference Guide

Part No. P0606014 02 18 September 2003

CallPilot Reference Guide

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 NA Inc.

The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.

Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

P0606014 02

Contents

Chapter 1

How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Conventions and symbols used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2

Using CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

How CallPilot works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

About display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Alternate extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Using CallPilot with an analog terminal adapter or an analog station module . . . . . . . 11

Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

CallPilot voice prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Types of mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Subscriber mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Information mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Special mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

One line display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Two line display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Interrupting a voice prompt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

System Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 3

Setting up your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Initializing your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Checking which mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Opening your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Opening your mailbox using Auto-Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Opening your mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Changing your mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Password lock-out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Password expiry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Recording your name in the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Assigning a Target Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

CallPilot Reference Guide

Contents

Chapter 4

Feature codes and mailbox options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Programming a memory button with a feature code . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Norstar Voice mail mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Mailbox commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Playing messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Other Norstar Voice mail options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

CallPilot mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Mailbox commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Playing messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Other CallPilot mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Chapter 5

Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Types of mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Primary mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Recording technique for mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Recording a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Choosing a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Recording a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 6

Accessing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Never Full mailbox feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Playing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Screening your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Interrupting a caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Chapter 7

Sending messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Recording and sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Searching the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Assigning message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

P0606014 02

Message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Contents 5

Sending a message to more than one recipient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Sending a message to a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Forwarding a copy of a message to one or more recipients . . . . . . . . . . . . . . 55

Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Placing a call with Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

When to use Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Chapter 8

Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Call Forwarding your calls to your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Setting up Call Forward remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Call Forward with Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Call Forward on Busy overrides CLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Chapter 9

Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Transferring calls to a CallPilot mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Transferring a mailbox owner’s call to their mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Transferring a call to Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

About Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Adding special characters to a destination number . . . . . . . . . . . . . . . . . . . . . . . 68

Setting up Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Turning Outbound Transfer on or off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Optimizing Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Programming Outbound Transfer when CallPilot is behind a PBX . . . . . . . . . . . . 72

Chapter 10

Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Setting up Off-premise Message Notification to a pager number . . . . . . . . . . . . . 80

Example of a destination pager number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 95

CallPilot Reference Guide

Contents

Chapter 11

Recording a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

About Call Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Using Call Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Chapter 12

Broadcast and Information messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Information mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Recording an Information mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Chapter 13

CallPilot tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Chapter 14

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

P0606014 02

Chapter 1 How to use this guide

This guide gives you detailed information about using CallPilot features on CallPilot 100/150 and Business Communications Manager systems.

To use this guide, you must determine which phone interface you use, and follow the procedures for that interface. For information about determining which interface you use, refer to “Checking

which mailbox interface you use” on page 18. Some procedures apply to both interfaces.

If you are a new CallPilot user, make sure you are familiar with how to operate your display telephone. Refer to the User Card for your telephone.

For more information about using CallPilot, ask your System Administrator.

Conventions and symbols used in this guide

The following conventions and symbols are used to describe features and how they operate.

Convention Example Used for

Word is in a special font (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: Command line prompts on display telephones.

PLAY

Display button option. Available on two line display telephones. Press the button directly below the option on the display to proceed.

Buttons you press on the dialpad to select a particular option.

CallPilot Reference Guide

8 Chapter 1 How to use this guide

P0606014 02

Chapter 2 Using CallPilot

How CallPilot works

CallPilot works with the telephone system to provide an automated receptionist service. CallPilot answers incoming calls, routes them to extensions and mailboxes in the system, and provides message taking capability.

About display phones

One line display phones

You can use one line display phones for most CallPilot sessions. If you use a one line display phone, the display shows the CallPilot display command line. A one line display phone does not show display button options.

On one line display phones, the options are announced by voice prompts. You make selections using the dialpad. You do not need to wait for the voice prompt to end before you can select an option. You can interrupt the voice prompt and make your selection immediately.

Two line display phones

Two line display phones show CallPilot commands and options. A two line display can show up to three display button options at once. In cases where there are more options, wait for the voice prompt to state the other available options. If you know the corresponding dialpad number for the option you want, you can press it any time during the voice prompt.

An example of a two line display

Display command line Display button options

Display buttons

Pswd: OTHR RETRY OK

CallPilot Reference Guide

10 Chapter 2 Using CallPilot

About telephone buttons

This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use.

Button name T7100, T7208, T7316

Feature

Handsfree Bottom right-hand

Hold

Volume Control

Release

You can enter

≤·°⁄

≤, ƒ

to access your mailbox.

≤ ƒ ƒ

button

≥˙ ˙ ˙

√ √ √

® ® ®

M7100, M7208, M7310, M7324

and the code to use a feature. For example, press

M7100N, M7208N, M7310N, M7324N

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 T7100 terminals, you can answer a second call by pressing

on the T7100 terminal.

. 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.

Alternate extensions

You can have up to two Alternate extensions for your mailbox.

If a caller dials the main extension (an extension that has Alternate extensions assigned), the call rings only at the main extension. If the call is not answered and the caller leaves a message, a message indicator appears at the main extension and any Alternate extensions. You can access the message from Alternate extensions with the Open Mailbox feature ( that you access messages from your main extension phone. Only an extension without a mailbox assigned to it can be used as an Alternate extension.

Caller ID (CLID) is displayed on an Alternate extension only if:

• the Alternate extension is assigned to a phone with Caller ID (CLID)

• the Alternate extension has Call Display enabled

• the call at the primary set is forwarded to voicemail

If the call is not answered, the call goes to CallPilot and an audible tone occurs at all phones. For information on enabling Call Display refer to “Call Forward with Caller ID” on page 63.

You can intercept the caller by using the Interrupt feature, as the caller is still leaving a message. For more information on Interrupt refer to “Interrupting a

caller” on page 44.

P0606014 02

≤·°⁄

), the same way

≤·°‡, from any phone as long

Chapter 2 Using CallPilot 11

Using CallPilot with an analog terminal adapter or an analog station module

One or more analog single-line sets can be connected to telephone system using an Analog Terminal Adapter (ATA) or an Analog Station Module (ASM). This type of set works with Dual-Tone MultiFrequency (DTMF) tones to allow access to CallPilot options through the dialpad only. Rotary dials cannot be used internally with CallPilot.

To access CallPilot features such as Leave Message or Open Mailbox, call the CallPilot extension and follow the voice prompts. You can determine the CallPilot extension by entering

≤·°ﬁ

You can also press:

•

˚•·°⁄

•

˚•·°‚

on any display telephone.

to open your mailbox

to leave a message and follow the voice prompts.

Using the dialpad

The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet.

To enter a character

To accept a character

To delete a character

Numbers and letters on the dialpad.

1 ’ -

⁄

G H I 4 g h i

›

P Q R S 7 p q r s

‡

Quit

•

press the dialpad button that represents the letter or number. Press the button again to see the next letter or number.

press cursor advances and the display shows the first character on the new button.

press the

ﬁ

‚

or press a different button. When you press another button, the

BKSP

display button.

A B C 2 a b c

J K L 5 j k l

T U V 8 t u v

Q Z Zero q z

D E F 3 d e f

‹

M N O 6 m n o

ﬂ

W X Y Z 9 w x y z

Accepts displayed letter and,

(comma)

The display can show up to 16 characters. Whether the prompt remains on the display depends on the prompt. The examples on the next page show how the prompt can appear.

CallPilot Reference Guide

12 Chapter 2 Using CallPilot

An example of a display with fewer than 16 characters, where the command line prompt remains on the display is the

Pswd: OTHR RETRY OK

Pswd:

The prompt disappears for these command line prompts:

• Name:

• Log:

• Dest ph:

command line prompt.

This display shows the

Name: RETRY BKSP OK

Name:

command line prompt:

When you begin to enter the last name, the if you enter the name Partridge, you press the dialpad button

Name:

prompt.

P RETRY BKSP OK

Although the name is only nine characters long, the command line prompt is not shown on the display after you enter the entire name.

Partridge RETRY BKSP OK

CallPilot voice prompts

Voice prompts announce which dialpad button to press to use CallPilot options. Voice prompts provide the same options as display buttons. Prompts also provide options that do not appear on the display. If you use a two line display phone, you can use either the display button or the dialpad button to access the option.

Name:

command line prompt disappears. For example,

‡

for P, and the display drops the

On a one line display phone the voice prompt plays immediately. If you do not choose an option after five seconds, the voice prompt replays the options. If you still do not choose an option, CallPilot ends the session.

On a two line display phone the voice prompt plays after a few seconds delay. If you do not choose an option, CallPilot ends the session.

Interrupting a voice prompt

You can interrupt a voice prompt by selecting any option on the display or dialpad.

P0606014 02

Auto Attendant

The Auto Attendant acts as a receptionist for incoming calls. When it is enabled, the Auto Attendant answers your company’s incoming phone lines depending on the time of day. If callers know which option they want, they can interrupt the Auto Attendant by entering their selection on the dialpad of any tone-dial phone.

The Auto Attendant provides callers with the voice prompts associated with:

• entering a mailbox number

• entering the extension

• using the Company Directory

• leaving a message

• reaching the Operator

• selecting an Alternate Language* (there is no voice prompt for this option)

Chapter 2 Using CallPilot 13

* If CallPilot is installed with bilingual capabilities, callers can press the other language.

When a caller selects an option, the Auto Attendant responds to the command either by routing the call to an extension or mailbox within your company, or by directing the caller to the Company Directory or the Operator.

to hear voice prompts in

CallPilot Reference Guide

14 Chapter 2 Using CallPilot

Types of mailboxes

A mailbox is a storage place for messages. There are three types of mailboxes:

• Subscriber mailboxes, which include Guest mailboxes

• Information mailboxes

• Special mailboxes, which include the General Delivery Mailbox and the System Administrator

Mailbox

Other types of mailboxes are available on your system if you have the Network Messaging or the Fax option installed.

Subscriber mailbox

Most users have Subscriber mailboxes. A Subscriber mailbox is assigned by the System Administrator and is maintained by the mailbox owner. A Guest mailbox is a type of Subscriber mailbox.

A Subscriber mailbox can be assigned to each mailbox owner who has an operating display telephone with an extension.

Guest mailbox

Guest mailboxes provide temporary employees and guests with access to internal messaging and call routing features. Guest mailboxes do not have an operating extension. They are assigned a number that looks and works like an extension. This lets the Guest mailbox owner access CallPilot the same way a subscriber accesses their mailbox from another extension or phone. If you need a guest mailbox, request one from the System Administrator.

Information mailbox

Information mailboxes play informative messages to callers. Information mailboxes do not have an operating extension, and callers cannot leave a message in them. A voice prompt provides callers with access to Information mailboxes. Callers reach an Information mailbox through the Auto Attendant, Custom Call Routing (CCR) or the Operator.

Information mailboxes are created by the System Administrator, and either the System Administrator or a mailbox owner can record Information mailbox greetings. For more information on Information mailbox greetings, refer to “Information mailbox greetings” on page

99.

P0606014 02

Chapter 2 Using CallPilot 15

Special mailboxes

Special mailboxes are set up automatically when CallPilot is initialized.

The Special mailboxes include:

• General Delivery Mailbox

• System Administrator Mailbox

General Delivery Mailbox

The General Delivery Mailbox stores messages:

• from callers who use a rotary dial phone

• for people in your company who do not have Subscriber mailboxes

The System Administrator, Receptionist or designated Operator can access the messages in the General Delivery Mailbox and send them to the appropriate mailbox.

System Administrator Mailbox

This mailbox is used by your System Administrator as a personal mailbox. You can leave messages for the System Administrator in this mailbox. Broadcast messages must be sent from the System Administrator Mailbox.

CallPilot Reference Guide

16 Chapter 2 Using CallPilot

P0606014 02

Chapter 3 Setting up your mailbox

This chapter describes how to set up your mailbox and explains:

• Initializing your mailbox

• Checking which mailbox interface you use

• Opening your mailbox

• Changing your mailbox password

• Recording your name in the Company Directory

• Assigning a Target Attendant

Initializing your mailbox

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

Initializing your mailbox involves:

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

• changing the CallPilot default password (0000) to your password

• recording your name in the Company Directory

To initialize your mailbox

·°⁄

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

Record name: RETRY OK

1 Press

2 Log on by following the voice prompts or the display button

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

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

5 Reenter your new mailbox password and press

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

≤

options.

password.

start with zero.

Press

Include your mailbox number in the recording, For example, “Pat Smith, mailbox 5813.”

or £.

Press

or £ to end the recording.

CallPilot Reference Guide

18 Chapter 3 Setting up your mailbox

Accept name? RETRY PLAY OK

After you initialize your mailbox, record your mailbox greetings. Refer to “Recording a Primary or Alternate mailbox greeting” on page 31 for more information. If you do not record a Personal greeting, your Company Directory name plays to callers who reach your mailbox.

7 Press

8 Press

or press or press

or £ to accept the recording

PLAY

or ⁄ to listen to the recording

RETRY

to end the session.

to re-record your name.

Checking which mailbox interface you use

CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The System Administrator determines which interface is assigned to your mailbox.

Use this procedure to check which mailbox interface you use, then follow the procedures in the guide that apply to the interface you use.

Some procedures apply to both interfaces.

To check which mailbox interface you use

·°⁄

0 new 0 saved PLAY REC A DMIN

No messages COMP MB OX EXIT

1 Press

2 Check the display to see which interface you use:

3 Press

≤

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

This is the Norstar Voice Mail interface.

This is the CallPilot interface.

to end the session.

P0606014 02

Opening your mailbox

After you initialize your mailbox you can open it from:

• your own extension

• another CallPilot extension

• an outside tone dial phone

To open an initialized mailbox - Norstar Voice Mail

1 Press

≤

·°⁄

Chapter 3 Setting up your mailbox 19

Pswd: OTHR RETRY OK

2 Enter your mailbox password and press

or if you are at another extension, or if you are using a Guest mailbox,

OTHR

press

When this prompt appears, enter your mailbox number and password. Your mailbox number is usually the same as your extension.

or • to display the

To open an initialized mailbox - CallPilot

·°⁄

Mbox: RETRY OK

Pswd: RETRY OK

1 Press

2 Press

3 Enter your mailbox password and press

≤

or if you are at another extension, enter your mailbox number and then press

Your mailbox number is normally the same as your extension.

or £.

Log

prompt.

or £.

Opening your mailbox using Auto-Login

If your System Administrator has enabled Auto-Login for your mailbox, you can open your mailbox by pressing Auto-Login only from your primary or alternate telephones. Ask your System Administrator whether you can use Auto-Login.

≤

·°⁄.

You do not need to enter your mailbox number or password.

Opening your mailbox remotely

1 To open your CallPilot mailbox from an outside tone dial phone, during your greeting press

•• or enter the CallPilot extension number to open your mailbox. If you are in Europe or

Australia press

2 Follow the voice prompts to enter your mailbox number and password.

°°

or enter the CallPilot extension number

CallPilot Reference Guide

20 Chapter 3 Setting up your mailbox

Changing your mailbox password

You can change your mailbox password at any time. A password must be from four to eight digits long and cannot start with zero. It is recommended that you change your password every 30 days.

Keep your mailbox secure by choosing an uncommon password, not a predictable password like 1234 or 1111. Avoid giving your password to your co-workers. If someone else knows your password, they can access your mailbox and listen to or delete your messages.

To change your password

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

• Go to step 3

°›

to open the Mailbox Password menu

If you use the Norstar Voice Mail interface:

ADMIN PSWD

to end the session.

›

or £.

Pswd: RETRY OK

Again: RETRY OK

• Press

• Go to step 3

3 Enter your new mailbox password and press

4 Re-enter your new mailbox password and press

5 Press

Password lock-out

For security reasons, the System Administrator can assign each mailbox a maximum number of incorrect password attempts. If the number is reached, you are locked out. You cannot access your mailbox until the password is reset. Ask your System Administrator to reset the password.

Password expiry

Mailboxes can be assigned a maximum number of days that a password remains active. If you open your mailbox after your password expires, you hear the message “Your current password has expired.You must change your password. Please enter your new password, then press

.”

P0606014 02

Chapter 3 Setting up your mailbox 21

Recording your name in the Company Directory

The Company Directory is a list of mailbox users on the CallPilot system. Before you can use your mailbox to receive messages, you must record your spoken name in the Company Directory. It is a good idea to include your mailbox number in your Company Directory recording. For example “Pat Smith, mailbox 5813”. This establishes your “voice” name in a directory that is used by other CallPilot users and outside callers who use the Company Directory.

If you do not want your name in the Company Directory, tell your System Administrator. The Company Directory feature can be disabled by the System Administrator. If you do not know whether you have this feature, ask your System Administrator.

You can change or re-record your name in the Company Directory at any time.

To record your name in the Company Directory

·°⁄

1 Press

≤

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

Record name? RETRY OK

Accept name? RETRY PLAY OK

2 If you use the CallPilot interface:

• Press

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

• Go to step 3

3 At the tone, record your name.

Press

or press or press

PLAY

RETRY

4 Press

5 Press

°¤·

ADMIN

⁄

display button.

or £ to end the recording.

or £ to accept the recording

or ⁄ to listen to the recording

or ¤ to re-record your name.

to end the session.

to open the Company Directory

. This is a voice prompt and does not appear as a

CallPilot Reference Guide

22 Chapter 3 Setting up your mailbox

Assigning a Target Attendant

You can assign a Target Attendant to answer calls transferred from your mailbox. The default Target Attendant for your mailbox is the CallPilot Operator. The Target Attendant can be assigned to any valid extension.

After you assign your Target Attendant, a caller who reaches your mailbox can press with the Target Attendant. If you do not have a Target Attendant assigned, callers who press return to your mailbox.

Remember to tell callers in your greetings that if they need assistance they can press to the Target Attendant. For example, “Please press

to speak to my assistant.”

‚

to speak

‚

to speak

To assign a personal Target Attendant

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

• Press ﬁ to open the Target Attendant menu

• Go to step 3

°‚

ASST

ADMIN

to open the Company Directory

or ⁄ to open the Target Attendant menu

‚

Atdt ext: oper CHNG QUIT

Ext: RETRY OPE R

Atdt ext:<xxxx> CHNG QUIT

P0606014 02

CHNG

3 Press

The CallPilot operator.

4 Enter the extension number of the new Target Attendant

or press Operator.

5 The display shows the extension you entered.

6 Press

or ⁄ to change the Target Attendant.

Atdt ext: oper

OPER

or ‚ to change the Target Attendant to the CallPilot

to end the session.

prompt shows that the current attendant is the

Chapter 4 Feature codes and mailbox options

Feature codes

Feature code name Dialpad buttons Description

Leave Message

Open Mailbox

Call Forward

CallPilot extension

Tr an s fe r

Interrupt

Name Dialing

Call Record

≤·°‚

≤·°⁄

≤·°›

≤·°ﬁ

≤·°ﬂ

≤·°‡

≤·°°

≤·°·

Leaves a message in a mailbox. No password is required.

Opens your mailbox to play your messages and to access mailbox options.

Forwards incoming calls to your mailbox.

Displays the CallPilot extension number on your phone.

Transfers calls to a mailbox on the CallPilot system.

Intercepts a caller who is listening to your mailbox greeting or leaving a message.

Lets you dial calls by searching the Company Directory.

Records a call and stores it in your mailbox.

For information on programing a feature code onto a memory button of a display phone, refer to

“Programming a memory button with a feature code” on page 24.

CallPilot Reference Guide

24 Chapter 4 Feature codes and mailbox options

Programming a memory button with a feature code

Each CallPilot feature code can be programmed to a single memory button.

1 Press

≤•‹

Do not lift your handset.

Program Features

Press a button QUIT

Feature Code: QUIT

F__ QUIT CLEAR

2 The display shows

3 Press a memory button with an LCD indicator.

≤

4 Press

5 Enter the feature code number that you want to program.

For example, enter

Program Features

·°Ø

to program the Leave Message

feature code. See the table “Feature codes” on page 23 for the feature codes.

Repeat steps 1 through 5 for each feature code you want to program.

Programmed

6 The display shows that the button is programmed, and then ends

the session.

Use the paper labels that come with your telephone to identify the programmed button. To use the feature, press the labeled button.

P0606014 02

25 Chapter 4 Feature codes and mailbox options

Norstar Voice mail mailbox options

Mailbox commands

From your display telephone enter ≤ ·°⁄.

From an outside tone dial telephone, dial your company’s telephone number.

Follow the voice prompts or the button options on your display telephone to open your mailbox.

Listen to New Messages

⁄

Company Directory

⁄

Record Greetings

⁄

Primary

Greetings and Call Forward Options

Alternate

‹

Record Message

›

Change Password

‹

Personalized

ﬁ

Target Attendant

When CallPilot answers, press •• and follow the voice prompts to open your mailbox.

ﬂ

Listen to Saved Messages

ﬂ

Off-Premise Message

Notification

Choose Greeting

⁄

Primary

Outbound Transfer Options

Alternate

Mailbox Administration

Return to Main Menu

‹

Call Forward

•

Playing messages

From your display telephone enter ≤ ·°⁄.

Follow the voice prompts or the button options on your display telephone to open your mailbox.

Listen to New Messages

⁄*

Skip Backward

* Applies only when message is playing.

P0606014 02

⁄⁄

Replay

¤*

Pause/ Continue

‹*

Skip Forward

Record Message

‹‹*

Skip to End

‹

›

Previous Message

ﬁ

Forward Copy

From an outside tone dial telephone, dial your company’s telephone number.

When CallPilot answers, press •• and follow the voice prompts to open your mailbox.

ﬂ

Listen to Saved Messages

ﬂ

Next Message

‡

Message Envelope

‡‡

Save Message

Mailbox Administration

Delete Message

Reply to Message

••*

Return to Main Menu

Sending messages

From your display telephone enter ≤ ·°⁄.

26 Chapter 4 Feature codes and mailbox options

From an outside tone dial telephone, dial your company’s telephone number.

Follow the voice prompts or the button options on your display telephone to open your mailbox.

Listen to New Messages

Record Message

‹

End Recording

⁄

Replay

Erase

⁄

Certified

When CallPilot answers, press •• and follow the voice prompts to open your mailbox.

ﬂ

Listen to Saved Messages

Mailbox Administration

Enter Mailbox Number

Send

‹

Delivery Options

›

Add Recipients

¤ ‹

Urgent

Private

Timed Delivery

›

Other Norstar Voice mail options

Mailbox option Description

Greetings and

Call Forward

Off-premise Notification Set up Off-premise Notification parameters for messages left in your mailbox. 75

Record message

Auto Attendant Go to the Auto Attendant Menu options. --

Company Directory Record your name in the Company Directory. 21

Listen to new messages Play any new messages in your mailbox. 38

Change Password Change your mailbox password. 20

Ta rg e t Attendant

Outbound Transfer Set up Outbound Transfer to transfer callers from your mailbox to an internal extension

Record and select Personal mailbox greetings.

Forward calls directly to your mailbox.

Record and send a message. 45

Assign a Target Attendant to answer calls transferred from your mailbox. 22

or to an external telephone number.

CallPilot Reference Guide

Page

CallPilot mailbox options

Mailbox commands

From your display telephone enter ≤ ·°⁄.

27 Chapter 4 Feature codes and mailbox options

From an outside tone dial telephone, dial your company’s telephone number.

Follow the voice prompts or the button options on your display telephone to open your mailbox and listen to messages.

°‚

Mailbox Options

⁄

Target Attendant

Outbound Transfer

°¤

Greetings

⁄

Record Greetings

⁄

Alternate

Personalized Primary

°›

Password Change

‹

When CallPilot answers, press •• and follow the voice prompts to open your mailbox and listen to messages.

°ﬂ

Goto Message

Company Directory Name

Tools

Off-Premise Message Notification

Choose Greeting

⁄

Primary

°ﬁ

Alternate

Playing messages

From your display telephone enter ≤·°⁄.

Follow the voice prompts or the button options on your display telephone to open your mailbox.

When there are messages in your mailbox these commands are available.

Use these commands to review, send and respond to messages.

‡‚

Message Options

‡⁄

⁄

Skip Back

‡¤

Message Envelope

Play Current Message

‡‹

Forward Message

‹

Skip Forward

‡›

Reply All

From an outside tone dial telephone, dial your company’s telephone number.

When CallPilot answers, press •• and follow the voice prompts to open your mailbox.

‡ﬂ

Call Sender

CallPilot Reference Guide

Stop

Send Message

›

Previous Message

ﬂ

Next Message

‡ﬁ

Compose Message

Delete Message

‡·

28 Chapter 4 Feature codes and mailbox options

Sending messages

From your display telephone enter ≤ ·°⁄.

From an outside tone dial telephone, dial your company’s telephone number.

Follow the voice prompts or the button options on your display telephone to open your mailbox.

Compose a Message

Enter Address (mailbox number) then press £

Record Message

Play Message

ﬁ

Re-record

‡ﬁ

ﬁ

End Recording

‡‚

Message Options

When CallPilot answers, press •• and follow the voice prompts to open your mailbox.

More about addresses:

• Continue to enter addresses and then

press £.

• Press ‚£to cancel an address

• You can press ⁄⁄ to dial by name.

• When you are finished entering

addresses, press £ again to end the list.

‡ﬂ

Delete

‡·

Send

⁄

Urgent

›

Private

ﬁ

Acknowledge

ﬂ

Timed Delivery

Other CallPilot mailbox options

Mailbox option Description Page

Greetings Record and select personal mailbox greetings. 34

Password Change Change your mailbox password. 20

Off-premise Notification Set up Off-premise Notification parameters for messages left in your mailbox. 75

Goto Message Enter a specific message number and go to that message:

• Press

Personal Verification Record your name in the Company Directory. 21

Ta rg e t Attendant

Outbound Tr an s fe r

Assign a Target Attendant to answer calls transferred from your mailbox. 22

Set up Outbound Transfer to transfer callers from your mailbox to an internal extension or an external telephone number.

P0606014 02

FIRST

or ⁄ to go to the first message in your mailbox.

LAST

or ¤ to go to the last message in your mailbox.

Chapter 5 Greetings

This chapter describes mailbox greetings and how to record them.

This chapter includes:

• Types of mailbox greetings

• Recording a Primary or Alternate mailbox greeting

• Recording a Personalized mailbox greeting

• Deleting a Personalized mailbox greeting

Types of mailbox greetings

Mailbox greetings play to callers who reach your mailbox. Greetings inform callers that they have reached the correct mailbox and give callers any necessary information or instructions. You can change the greetings at any time.

After you initialize your mailbox, you can record greetings. If you do not record any greetings, your Company Directory name plays to callers who reach your mailbox. Refer to “To record your

name in the Company Directory” on page 21”.

There are three types of mailbox greetings: Primary, Alternate and Personalized.

Primary mailbox greeting

Record your Primary mailbox greeting for everyday use. In this greeting include your name and a brief message explaining to callers that you are unable to answer their calls.

For example, Hi. This is Pat Smith. I’m not able to take your call right now. Please leave me a

message at the tone and I will return your call as soon as possible.”

If you are a new mailbox owner, record your Primary mailbox greeting immediately.

Alternate mailbox greeting

The Alternate mailbox greeting is normally used for special circumstances.

For example, “Hi. This is Pat Smith. I am out of the office until Thursday, the 17th of December.

Although I am out of the office, I do check my mailbox daily. Please leave me a message at the tone and I will return your call as soon as possible. Thank you.”

After you record your greetings, you must choose which greeting you want CallPilot to play. You can change the selection at any time.

CallPilot Reference Guide

30 Chapter 5 Greetings

Personalized mailbox greeting

Personalized mailbox greetings are available only if your company subscribes to Caller ID (CLID) service from your local telephone company. For more information about CLID, ask your System Administrator.

A Personalized mailbox greeting plays to callers based on the caller’s telephone number. CallPilot recognizes the assigned incoming telephone number and plays the Personalized mailbox greeting.

For example, “Hi Susan. I may have missed your call, but I don’t want to miss meeting you for

lunch. See you at noon.”

Recording technique for mailbox greetings

When you record your mailbox greetings, remember to speak clearly and at a pace that is easy to understand. After you record a greeting, you can replay it before you accept it. You can record or change a greeting from any display telephone.

If you are away from the office, you can record a greeting from any tone dial telephone. When you record a greeting, do not use the Handsfree feature. You get better results if you speak directly into the handset.

P0606014 02

Chapter 5 Greetings 31

Recording a Primary or Alternate mailbox greeting

Only a Primary mailbox greeting is necessary, but you can record an Alternate mailbox greeting for times when you are out of the office, such as vacations. If you do not record any mailbox greetings, your Company Directory name recording plays to callers who reach your mailbox.

If you record both Primary and Alternate mailbox greetings, you must choose which greeting plays. If you do not choose a greeting, the Primary mailbox greeting automatically plays. For information on how to choose a greeting, refer to “Choosing a Primary or Alternate mailbox

greeting” on page 32”.

To record a Primary or Alternate mailbox greeting

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°¤

• Go to step 3

to open the Greetings Options menu

Greeting options REC

CHOOSE CFWD

Greeting: PRIME ALT PERS

Not recorded

Record now? YES NO QUIT

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

If you use the Norstar Voice Mail interface:

• Press

ADMIN

GREET

° ¤

• Go to step 3

REC

3 Press

4 Press

or ⁄.

PRIME

or ⁄ to record the Primary greeting

ALT

press

or ¤ to record the Alternate greeting.

If you are changing a greeting, the current greeting starts to play.

5 If this is the first time you are recording a greeting, this display

appears briefly.

YES

6 Press

7 Press

8 Press

or ⁄ and record your greeting at the tone.

or £ to end the recording.

or £ to accept the recording

PLAY

press

or ⁄ to listen to the greeting

RETRY

press

or ¤ to rerecord the greeting.

9 Press

® to end the session.

CallPilot Reference Guide

32 Chapter 5 Greetings

Choosing a Primary or Alternate mailbox greeting

If you record a Primary and an Alternate mailbox greeting, you must choose which greeting plays. If you do not choose a greeting, the Primary mailbox greeting plays automatically.

If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages. If you choose Yes your mailbox receives messages in the normal way.

If you choose No:

• Messages cannot be left in the mailbox.

• The Alternate mailbox greeting takes precedence over all other greetings.

• If a caller presses a button to fast forward the message, they hear a voice prompt that says this

is a special greeting.

• If a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not your personal mailbox.

If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox greeting at the appropriate time.

To choose a Primary or Alternate mailbox greeting

·°⁄

Greeting options REC CHOOSE CFWD

Use greeting: PRIME ALT QUIT

1 Press

≤

Follow the voice prompts or the display button options on your telephone to open your mailbox.

2 If you use the CallPilot interface:

• Press

°¤

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

ADMIN

GREET

• Go to step 3

3 Press

4 Press

CHOOSE

PRIME

or ⁄ to select the Primary mailbox greeting and go to step 6 or

ALT

press

go to step 5.

to open the Greetings Options menu

to select a greeting.

to select the Alternate mailbox greeting and

P0606014 02

Chapter 5 Greetings 33

Accept msgs:Y CHNG OK

Note: If you choose a greeting that is not yet recorded, you are transferred back to the Greeting Options menu to record the greeting.

5 If you choose the Alternate mailbox greeting, you are asked

whether the mailbox can accept messages.

CHNG

Press

or ⁄ to toggle from yes to no

press

6 Press

or £ to accept.

to end the session.

CallPilot Reference Guide

34 Chapter 5 Greetings

Recording a Personalized mailbox greeting

If your company subscribes to a CLID service, you can record a Personalized mailbox greeting. For more information about CLID, ask your System Administrator. A Personalized mailbox greeting plays only for a person calling from the telephone number that you designate. For the Personalized mailbox greeting to play, the telephone number you enter must match the caller’s phone number exactly.

You can record up to three Personalized mailbox greetings, but you can assign each greeting to only one telephone number.

If you record a Personalized greeting, program your mailbox to receive messages and choose an Alternate mailbox greeting, the Personalized greeting takes precedence over any other greetings. If you program your mailbox not to receive messages and choose an Alternate mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting, including Personalized mailbox greetings.

To record a Personalized mailbox greeting

·°⁄

1 Press

≤

Follow the voice prompts or the display button options on your telephone to open your mailbox.

Greeting options REC CHOOSE CFWD

Greeting: PRIME ALT PERS

Greeting: RETRY OK

Ph:<none> CHNG OK

Ph: RETRY OK

2 If you use the CallPilot interface:

°¤

• Press

to open the Greetings Options menu

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

ADMIN

GREET

° ¤

• Go to step 3

REC

PERS

or ⁄.

‹

to record a Personalized mailbox greeting.

3 Press

4 Press

5 Enter a Personalized greeting number of 1, 2, or 3.

CHNG

6 Press

or ⁄.

7 Enter the phone number (maximum 10 digits) that you are

assigning the Personalized mailbox greeting to. Press

OK or £

to accept the phone number.

P0606014 02

Chapter 5 Greetings 35

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

8 At the tone, record the greeting and press

recording.

9 Press

or £ to accept the recording

PLAY

press

or ⁄ to listen to the greeting

RETRY

press

10 Press

or ¤ to rerecord the greeting.

to end the session.

Deleting a Personalized mailbox greeting

If you no longer need a Personalized mailbox greeting, you can delete it.

To delete a Personalized mailbox greeting

·°⁄

1 Press

≤

Follow the voice prompts or the display button options on your telephone, to open your mailbox.

or £ to end the

Greeting options REC CHOOSE CFWD

Greeting: PRIME ALT PERS

Greeting: RETRY OK

Ph: XXXXXXX CHNG DEL OK

2 If you use the CallPilot interface:

°¤

• Press

to open the Greetings Options menu

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

ADMIN

GREET

° ¤

• Go to step 3

REC

PERS

or ⁄.

‹

to choose a Personalized mailbox greeting.

3 Press

4 Press

5 Enter the Personalized greeting number (1, 2, or 3) that you want to

delete.

DEL

6 Press

7 Press

or ¤ to delete the greeting.

to end the session.

CallPilot Reference Guide

36 Chapter 5 Greetings

P0606014 02

Chapter 6 Accessing your messages

This chapter describes how to access your messages and explains:

• Receiving calls

• Never Full mailbox feature

• Playing your messages

• Retrieving erased messages

• Screening your calls

• Interrupting a caller

Receiving calls

CallPilot can be used by outside callers and other mailbox owners in your company. When you are away from the office, you can use CallPilot with any tone dial telephone. When you are at the office, you can use CallPilot from any telephone connected to your company’s CallPilot system.

Even outside callers who use a rotary dial telephone can use CallPilot. If a caller uses CallPilot from a rotary dial telephone, the system transfers the call to your company receptionist or the Operator. If the receptionist or Operator is not available to answer the call, the call transfers to the General Delivery Mailbox.

Never Full mailbox feature

The Never Full mailbox feature lets external callers leave a message in your mailbox, even if the mailbox is technically “full”. The message is stored in your mailbox, but you cannot access it until you delete at least one existing message to allow space for the new message. If you attempt to listen to any new messages before deleting an existing message, you hear this voice announcement:

“Your mailbox is full. You must erase some messages before you can listen to new messages.”

If your mailbox is full, you cannot leave a message in another mailbox, create a new message, copy, send, or reply to a message until you delete at least one existing message.

The Never Full mailbox feature is not available to internal callers. Internal callers cannot leave messages in mailboxes that are technically “full”.

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38 Chapter 6 Accessing your messages

Playing your messages

Use the procedure for playing your messages that corresponds to the interface you use:

• “To play your messages - Norstar Voice Mail ” on page 38

• “To play your messages - CallPilot” on page 40

To play your messages - Norstar Voice Mail

Use this procedure if you use the Norstar Voice Mail interface.

1 Press

≤

·°⁄

. Follow the voice prompts or the display button options on your telephone, to open your mailbox.

2 new 0 saved PLAY

REC ADMIN

2 Press

PLAY

or ¤ to listen to your messages. For other options, refer to the table “Playing your messages -

Norstar Voice Mail” on page 38.

3 Press

to end the session.

The table “Playing your messages - Norstar Voice Mail” shows the message options available to you during and after playing messages.

Playing your messages - Norstar Voice Mail

Option Button Available

while playing

Back up

⁄

Available after playing

Description

Rewinds the message nine seconds and resumes playing it.

< <<

Copy

ﬁ

Sends a copy of the message to one or more mailboxes. If you record an introduction, it must longer than three seconds.

COPY

End of Message

Envelope

Erase

‹‹

> >>

‡

ERASE

Goes to the end of the message.

Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender.

Deletes the message currently playing. If no messages are playing, deletes the last message played. Deleted messages remain in your mailbox until the session is ended. (Refer to Notes 1 and 2 on page 40.)

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Playing your messages - Norstar Voice Mail

Chapter 6 Accessing your messages 39

Option Button Available

while playing

Skip forward

‹

or > >>

ﬂ

Available after playing

££

Pause/ Continue

STOP/ PLAY

Quit

Replay

›

•

⁄⁄

< <<

⁄

Description

Advances the message nine seconds and continues playing from that point. A message can be forwarded as many times as required.

Plays the next message in the mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in your mailbox.

Temporarily stops a message. When you stop the message, you can play the previous message, continue playing the current message, or skip to the next message.

Stops playing the current message and plays the previous message.

Stops playing the message and plays the Mailbox main menu options.

Replays the message from the beginning.

Replays the last message.

Save Message

Vol ume Control

‡‡

SAVE

•

Replies to a message. (Refer to Note 3 on page 40) The reply can be either:

- a message to an internal sender’s mailbox

- a telephone call to an internal or external party (Refer to Note 4 on page 40.)

Saves the message being played. (If you do not delete a message, it is automatically saved). This option is not shown on the display unless you erase a message. If you erase a message and try to play the message again, you can press Note 2 on page 40.)

Adjusts the volume of the message that is playing. The volume increases each time you press presses, the volume returns to the lowest level.

SAVE

on a two line display telephone. (Refer to

. After four

•

Notes:

1 Because your mailbox has limited message storage space, delete any messages you no longer

need. After a certain time period, your saved messages are erased automatically. Ask your System Administrator about this.

CallPilot Reference Guide

40 Chapter 6 Accessing your messages

2 You can retrieve a deleted message only if you have not quit the session in which you deleted

it. For information about retrieving deleted messages refer to “Retrieving erased messages” on

page 42”.

3 You can always use the Reply feature to reply to an internal caller. The Reply feature can be

disabled by your System Administrator for external and network messages.

4 You can reply to an outside caller by dialing them back if your company subscribes to Caller

ID (CLID) service. For further information about replying to an outside caller refer to

“Replying to an external caller” on page 58.

To play your messages - CallPilot

1 Press

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

A voice prompt announces the number of new and saved messages that you have.

≤

·°⁄

No messages COMP MB OX EXIT

2 You can play any message that you want to listen to.

Press

o play the current message. For other message commands, refer to the table “Playing your

messages - CallPilot”.

3 Press

to end the session.

The table “Playing your messages - CallPilot” shows the message options that are available to you during and after playing messages.

Playing your messages - CallPilot

Available during and after

Option Button

Skip Back

Skip Forward

Previous Message

Next Message

Call Sender

⁄

‹

›

ﬂ

playing Description

Rewinds the message five seconds and resumes playing it at that point.

Advances the message five seconds and continues playing from that point.

Stops playing the current message and plays the previous message.

Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in your mailbox.

Places a call to the sender of a message.

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Playing your messages - CallPilot

Available during and after

Option Button

playing Description

Chapter 6 Accessing your messages 41

Help

Envelope

Forward Message

Reply All

Delete

•

‡⁄

‡¤

‡‹

‡›

‡ﬂ

Offers a Help menu.

Replies to a message.

Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender.

Forwards the message to one or more mailboxes. You can record an introduction to the forwarded message.

Replies to a message and all other recipients of the message. (Refer to Note 3 on page 40.)

Deletes the current message. Deleted messages remain in your mailbox until the session ends. (Refer to Notes1 and 2 on page 40.)

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42 Chapter 6 Accessing your messages

Retrieving erased messages

You can retrieve an erased message if you are still in the CallPilot session. An erased message remains in your mailbox until you end the current CallPilot session.

After you play your messages and exit CallPilot, any messages that you do not erase are saved. Since message storage space is limited, we recommend that you erase messages that you no longer need.

To retrieve an erased message - Norstar Voice Mail

After you erase a new or saved message, the number of new or saved messages shown on the display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and retrieve your erased messages. Press

‡‡

to restore the message to your mailbox.

To retrieve an erased message - CallPilot

You can retrieve a deleted message. A deleted message remains in your mailbox until you end the current CallPilot session. Locate the deleted message. Press

PLAY

or ¤ to listen to your erased message, then press

‡ﬂ

to restore the message.

After you play your erased message, you can restore it. If you end the current session without restoring the erased message, it is permanently erased from CallPilot.

P0606014 02

Screening your calls

With Call Screening you can determine who is calling before you accept the call. Call Screening applies only to external calls transferred from the Auto Attendant or from Custom Call Routing (CCR). See your System Administrator for information on CCR.

You can use Call Screening if:

• Caller ID (CLID) is not available

• Caller ID is not a reliable indication of the caller identity

• your telephone does not have display capabilities

If Call Screening is enabled, CallPilot asks the caller to record their name after the tone. (If the caller presses Attendant.) The caller hears a hold tone while they wait. If you do not answer, the call transfers to your mailbox.

Since some callers do not like to record their name and wait for service, use this feature with discretion.

•

when they are asked to record their name, the call goes back to the Auto

Chapter 6 Accessing your messages 43

To use Call Screening

1 You receive an external call that is transferred from the Auto Attendant or from Custom Call

Routing (CCR).

2 CallPilot announces the caller’s name to you.

If the caller does not record their name, the voice prompt says, “Unknown caller.”

3 You can answer the call or let the caller leave a message in your mailbox:

ANS

• press

or ⁄ to answer the call

QUIT

or • to transfer the call to your mailbox.

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44 Chapter 6 Accessing your messages

Interrupting a caller

With the Interrupt feature (

≤·°‡

) you can intercept a caller who is listening to your mailbox greeting or leaving a message. You can program the Interrupt feature to a memory button with an indicator on your Nortel Networks telephone. For more information about programming a feature to a memory button, refer to “Programming a memory button with a feature code” on page

24.

When you interrupt a caller who is leaving a message in your mailbox, any part of the message that was recorded remains in your mailbox. Remember to delete this message from your mailbox.

To interrupt a caller

1 While a caller is listening to your mailbox

greeting or leaving a message, the indicator ( or

Ω

) flashes on your telephone.

2 Press the Interrupt button or press

≤·°‡

to speak with the caller.

Interrupt

indicator

Note: The indicator flashes quickly if the caller is listening to your greeting.

The indicator flashes slowly if the caller is leaving a message.

P0606014 02

Chapter 7 Sending messages

This chapter describes how to send messages and explains:

• Recording and sending messages

• Searching the Company Directory

• Assigning message delivery options

• Sending a message to more than one recipient

• Replying to messages

• Placing a call with Thru-Dial

Recording and sending messages

The messages you record must be longer than three seconds. The system times out after five seconds of silence.

You can record and send messages using:

• the Open Mailbox feature

• the Leave Message feature

When you use the Open Mailbox feature, you open your personal mailbox and enter your password. Then you record your message and enter the mailbox number of the message recipient.

When you use the Leave Message feature, you enter the extension of the message recipient immediately. Then you record your message. You do not enter your password or open a mailbox.

When you record and send messages you can:

• search the Company Directory

refer to “Searching the Company Directory” on page 50

• assign message delivery options

refer to “Message delivery options” on page 51

• send a message to more than one recipient

refer to “Sending a message to more than one recipient” on page 55

Use the procedures that apply to your interface:

• “To record and send a message using the Open Mailbox feature - Norstar Voice Mail” on page

• “To record and send a message using the Open Mailbox feature - CallPilot” on page 47

• “To record and send a message using the Leave Message feature - Norstar Voice Mail” on page

• “To record and send a message using the Leave Message feature - CallPilot” on page 48

≤·°⁄

≤·°‚

CallPilot Reference Guide

46 Chapter 7 Sending messages

To record and send a message using the Open Mailbox feature Norstar Voice Mail

1 Press

≤

·°⁄

Follow the voice prompts or the display button options on your telephone to open your mailbox.

0 new 0 saved PLAY REC

Record message RETRY PAUSE O K

Accept rec? RETRY PAUSE O K

Mbox: DIR QUI T

Smith, Pat OPTS CC SEND

ADMIN

2 Press

or ‹

and record your message at the tone.

REC

3 Record your message.

PAUSE

Press When you wish to resume recording, press

or ¤ to pause your message.

CONT

or ¤ to continue

recording your message.

Press

or £ to end your recording

RETRY

press

4 Press

to erase and re-record your message.

or £ to accept your message

PLAY

press

or ⁄ to listen to your message

RETRY

press

or ¤ to erase and re-record your message.

5 Enter the mailbox number or the Group List number

DI R

press

6 Press

or £ to search the Company Directory.

SEND

or £ to send the message now with the Normal delivery option or

press

or › to send this message to more than one mailbox owner, with one set of delivery options applied to all recipients. The display shows the name of the mailbox owner or Group, in this example, mailbox owner Pat Smith.

P0606014 02

7 If you want to assign delivery options, see “To assign message

delivery options - Norstar Voice Mail” on page 52

press

to end the session.

Chapter 7 Sending messages 47

To record and send a message using the Open Mailbox feature CallPilot

·°⁄

1 Press

≤

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

To: NAME SPEC DON E

To: XXXX RETRY O K

To: NAME SPEC DONE

EMPTY REC

Recording....

REREC OK

2 Press

COMP

‡ﬁ

to enter the Compose Message option.

3 Enter the mailbox number or Group List address

and press

NAME

press

⁄⁄

to search the Company Directory and go to step 5. (The default to search the Company Directory is System Administrator can change this number.)

4 Press

or £ to accept the address

RETRY

press

to enter a new mailbox address and go to

step 3.

DONE

5 Press

6 Press

7 Press

or £ when you are finished entering addresses.

REC

or ﬁ and record your message at the tone.

or £ to end your recording

REREC

press

to erase and re-record your message.

⁄⁄.

The

Rec stopped PLAY DEL SEND

PLAY

8 Press

or ¤to listen to your message

SEND

press

‡·

to send the message now with the Normal delivery option or

DEL

press

‡ﬂ

and press ﬁ to erase and re-record the

message.

9 If you want to assign delivery options see “To assign message

delivery options - CallPilot” on page 53

press

to end the session.

CallPilot Reference Guide

48 Chapter 7 Sending messages

To record and send a message using the Leave Message feature Norstar Voice Mail

1 Press

≤

·°‚

Mbox DIR QUIT

Record message: RETRY PAUSE O K

Message options: RETRY PLAY SEND

2 Enter the mailbox number or Group List number. If you do not

DI R

know the mailbox number, press

or £ to use the Company

Directory.

3 When you hear the tone, record your message.

PAUSE

You can press

CONT

press

or ¤ to continue recording your message

or ¤ to stop your recording and

RETRY

press

4 Press

5 Press

to erase and re-record your message.

or £ to end your recording.

SEND

or £ or replace the handset to send the message using the Normal delivery option or

PLAY

press

or ⁄ to listen to your message

RETRY

press

or ¤ to erase and re-record your message or press

‹

to change the delivery options.

To record and send a message using the Leave Message feature CallPilot

To: NAME DO NE

To: XXXX RETRY O K

<xxxx>

Recording....

REREC OK

P0606014 02

1 Press

≤·°‚

2 Enter the mailbox address or Group List address.

Press

3 Press

Press

NAME

OK RETRY

⁄⁄

to use the Company Directory.

or £ to accept the address.

to enter a new mailbox address.

4 Record your message at the tone.

5 Press

or £ to end your recording

REREC

press

to erase and re-record your message.

Chapter 7 Sending messages 49

Rec stopped PL AY D EL S END

6 Press

or press delivery option or press

PLAY

or ¤ to listen to your message

SEND

DEL

‡·

to send the message now with the Normal

‡ﬂ

to erase and re-record your message.

CallPilot Reference Guide

50 Chapter 7 Sending messages

Searching the Company Directory

If you know the name but not the mailbox number of someone you want to send a message to, you can search the Company Directory. You can find any initialized mailbox by searching the Company Directory. By default, you can press System Administrator can change the dialpad buttons.

If the Company Directory is not enabled:

DI R

• the

• you do not hear a the voice prompt that announces the dialpad buttons to press for the

Company Directory

display option does not appear on the display

To search the Company Directory

1 Press

2 Press

≤

DI R

or £ to search the Company Directory.

⁄⁄

·°‚

to search the Company Directory, but the

Last name: OK

Wayne, Paul RETRY NEXT OK

Wayne, Paul

3 Use the dialpad buttons associated with the first three or four letters

of the mailbox owner’s name to locate and select the person’s mailbox. Enter the last name, first name or both names depending on how your system is set up.

This display shows an example of a prompt for a mailbox owner’s last name. For example, to enter the letters “Wayn” enter

·¤·ﬂ

4 In this example, the name of the mailbox owner, Paul Wayne

appears on the display and is announced. To accept the mailbox owner, press or if you do not want the person who is shown, press see the next matching name.

5 The greeting of the mailbox owner plays. If the mailbox owner you

select does not have a Personal greeting recorded and selected, you hear their Company Directory recording.

or ⁄ to

P0606014 02

Assigning message delivery options

Use the procedure for the interface you use:

• “To assign message delivery options - Norstar Voice Mail” on page 52

• “To assign message delivery options - CallPilot” on page 53

Message delivery options

Chapter 7 Sending messages 51

Option Display

button

Normal

Certified/ Acknowledge

SEND

CERT

ACK

Urgent

URGENT

URG

Other

OTHR

Private

Timed

PRIV

TIME

TIMED

Norstar Voic e Mail dialpad button

CallPilot dialpad button

£® ‡·

⁄ﬁ

¤⁄

‹›

›ﬂ

Description

Sends a message with a Normal delivery option.

Sends you notification that your message has been received and played.

Plays messages marked Urgent before other messages in the mailbox. Urgent messages are preceded by the voice prompt, “

Accesses the Private and Timed delivery options. If

PRIV

delivery option is not available.

Private messages cannot be forwarded to another mailbox.

Lets you assign a delivery time to the message.

This message is urgent

ACK

appears instead of

OTHR

”.

, the Timed

The Certified/Acknowledge and Timed delivery options are available only if you call from a telephone that has a mailbox associated with it. Messages sent with the Timed delivery option are delivered at the time that you specify.

If you use the Timed delivery option, you first enter the time, including a.m. or p.m. You are then prompted to accept or change the date, which defaults to today or tomorrow, and you can accept the date that corresponds to the next occurrence of the specified time. Dates are shown by month and day, and the year is inferred. If the month and day are earlier than the current date, the next year is assumed. When the specified time and date occurs, the message is sent. You cannot cancel the message prior to delivery.

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52 Chapter 7 Sending messages

To assign message delivery options - Norstar Voice Mail

1 Record your message using

“To record and send a message using the Open Mailbox feature Norstar Voice Mail” on page 46

“To record and send a message using the Leave Message feature Norstar Voice Mail” on page 48.

wayne, Pat OPTS

CC SE ND

Delivery options CERT URGENT OT HR

Delivery options PRIV TI ME

Time hhmm: RETRY

OPTS

2 Press

3 Press

for delivery options.

CERT

for Certified delivery and go to step 9

URGENT

press

for Urgent delivery and go to step 9 or press

OTHR

for Timed or Private delivery and go to step 4. If

PRIV

appears on the third display button, the Timed delivery option is not available.

If you are using a one line display phone, press delivery or press

4 Press

PRIV

›

for Timed delivery.

or ‹ to send a message with a Private delivery option

‹

for Private

and go to step 9 or

TIME

press

or › to set up a delivery time for the message.

5 Enter the time that you want to send a message using the Timed

delivery option. This is a four digit field. Any single-digit hour or minute must be preceded by a zero. For example, enter 0800 for eight o’clock.

hh:mm RETRY AM PM

hh:mm am/pm RETRY O K

Tu mm dd CHNG NXTD AY OK

P0606014 02

⁄

6 Press

or ¤.

7 Press

•

8 Press

Press

or £ to accept the time you entered or press

to change the time.

CHNG

or ⁄ to change the date shown to a different date.

NXTDAY

to change the date to the next day (the day after the date that is shown).

Press

or £ to accept the date shown, which defaults to today or tomorrow, and select the one that corresponds to the next occurrence of the specified time.

RETRY

Chapter 7 Sending messages 53

Wayne, Pat OPTS C C SE ND

0 new 8 saved PLAY REC A DMIN

9 Press

10 Press

or press

SEND

or £ to send the message now

•

to cancel all delivery options.

to end the session.

For more information about the message delivery refer to “Message delivery options” on page 51.

To assign message delivery options - CallPilot

1 Record your message using

“To record and send a message using the Open Mailbox feature CallPilot” on page 47

“To record and send a message using the Leave Message feature CallPilot” on page 48.

‡‚

for message options.

URG

or ⁄ for Urgent delivery and go to step 9

PRIV

or › for Private delivery and go to step 9

OTHR

for Acknowledged or Timed delivery and go to step 4.

appears on the third display button, the Timed delivery

Msg options URG PRIV OTHR

2 Press

This is a voice prompt option and does not appear as a display button option.

3 Press

or press or press

ACK

If option is not available.

Msg options ACK TIM E

TIme hhmm: RETRY

hh:mm RETRY AM PM

If you are using a one line display phone, press delivery or press

4 Press

ACK

or ﬁ to send a message with a Private delivery option

ﬂ

for Timed delivery.

ﬁ

for Private

and go to step 9 or

TIME

press

or ﬂ to set up a delivery time for the message.

5 Enter the time that you want to send a message using the Timed

delivery option. This is a four digit field. Any single-digit hour or minute must be preceded by a zero. For example, enter 0800 for eight o’clock.

⁄

6 Press

or or

or ¤.

CallPilot Reference Guide

54 Chapter 7 Sending messages

hh:mm am/pm RETRY O K

Tu mm dd CHNG NXTDAY OK

7 Press

•

8 Press

Press

or £ to accept the time you entered or press

to change the time.

CHNG

or ⁄ to change the date shown to a different date.

NXTDAY

to change the date to the next day (the day after the

date that is shown).

Press

or £ to accept the date shown, which defaults to today or tomorrow, and select the one that corresponds to the next occurrence of the specified time.

‡·

9 Press

to send this message now or press

‡‚

to cancel all delivery options.

10 Press

to end the session.

RETRY

P0606014 02

Chapter 7 Sending messages 55

Sending a message to more than one recipient

Sending a message to a Group List

A Group List is a list of mailbox owners. If you have a group of people that you frequently send messages to, you can send the message to a Group List. When you send a message to a Group List, each mailbox owner in the Group List receives the same message. If you are a member of the group you are addressing, you do not receive a copy of the message.

If you need a Group List, ask your System Administrator to create one for you. Tell the Sy stem Administrator:

• the mailbox owners’ names

• a list of the mailbox numbers

• the Group List name

Your System Administrator can publish a list of the mailboxes in each Group List.

If you know the number of the Group List:

• and you use the Norstar Voice Mail interface, you can enter the Group List number instead of a mailbox number at the

• and you use the CallPilot interface, you can enter the Group List number instead of a mailbox number at the

Mbox

: prompt

To :

prompt

If you know the name of the Group List:

• and you use the Norstar Voice Mail interface, enter the name of the Group List in the Company Directory at the

• and you use the CallPilot interface, enter the name of the Group List in the Company Directory at the

NAME

DI R

prompt

Forwarding a copy of a message to one or more recipients

You can forward a copy of a message during or after playing the message. When you forward a copy of a message to a mailbox, you can record an introduction to the message. If you use the Norstar Voice Mail interface, your introduction must be at least three seconds long.

After you record an introduction to the message and enter the mailbox number, your introduction and a copy of the message are automatically sent to the mailbox you selected. You can then send an additional copy of the introduction and the message to another mailbox, or quit and return to the Listen to Messages menu. You can forward copies to as many mailboxes as you like.

Note: You cannot forward Private messages.

For more information on forwarding your messages, refer to “Norstar Voice mail mailbox options”

on page 25 and “CallPilot mailbox options” on page 27.

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56 Chapter 7 Sending messages

Replying to messages

You can reply to internal and external callers. You can reply to a message from an external caller if your company subscribes to CLID.

Use the procedure for replying to messages that applies to the interface you use:

• “To reply to an internal caller - Norstar Voice Mail” on page 56

• “To reply to an internal caller - CallPilot” on page 57

Replying to an internal caller

If you use and you want to press

Norstar Voice Mail reply to the caller’s

extension

leave a message in the caller’s mailbox

CALL

to transfer to the internal caller’s extension.

MSG

to record and send a reply to the internal caller’s

mailbox.

CallPilot reply to the caller’s

extension

leave a message in the caller’s mailbox

Call Sender

extension.

internal caller’s mailbox.

· to transfer to the internal caller’s

‡⁄

to record and send a reply to the

To reply to an internal caller - Norstar Voice Mail

1 new 0 saved PLAY REC ADMIN

End of message REPLY ERASE NEXT

Reply to msg MSG CALL QUIT

1 Press

≤·°⁄

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

PLAY

2 Press

or¤.|

3 After you listen to the message, press

CALL

4 Press

or ¤ to call the caller

MSG

press

or ⁄ to record and send a reply.

or ·.

P0606014 02

To reply to an internal caller - CallPilot

Chapter 7 Sending messages 57

1 Press

2 A mailbox summary is announced.

3 Press

4 Press

≤·°⁄

Follow the voice prompts or the display button options on your telephone to open your mailbox.

While you are in your message list, you can play any message.

to play the current message.

to call the caller or press

‡⁄

to record and send a reply.

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58 Chapter 7 Sending messages

Replying to an external caller

You can reply to a message from an external caller if your company subscribes to CLID. Before using the Reply option you must play the message. To use the Reply feature, it must be set up for your telephone. If you cannot use the Reply feature, contact your System Administrator.

Use the procedure that applies to the interface you use:

• “To reply to an external caller - Norstar Voice Mail” on page 58

• “To reply to an external caller - CallPilot” on page 58

To reply to an external caller - Norstar Voice Mail

1 Press

·°⁄

≤

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

1 new 0 saved PLAY REC A DMIN

End of message REPLY

ERASE NEXT

2 Press

3 After you listen to the message, press

PLAY

or ¤.

CallPilot dials the external number directly.

To reply to an external caller - CallPilot

·°⁄

1 Press

2 A mailbox summary is announced.

3 Press

4 Press

≤

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

While you are in the message list you can play any message.

to play the current message.

to call the caller.

CallPilot dials the external number directly.

P0606014 02

Placing a call with Thru-Dial

With Thru-Dial you can call another number while you are logged on to your mailbox, or if you call someone's extension and reach their voicemail.

Note: The System Administrator can restrict the numbers that you can dial, so ask your System Administrator if you can use Thru-Dial.

When to use Thru-Dial

When you are making a call, you can make a second call without hanging up and dialing a second number by using Thru-Dial. This is especially useful if you are at a pay phone.

Use Thru-Dial if you want callers to be able to dial another number to reach your Target Attendant, (which you can change to be an out-of-office number) or maybe another contact person if you're not available.

When you are making calls from a hotel you can avoid toll charges by using Thru-Dial to call other extensions from one call.

Chapter 7 Sending messages 59

Examples of using Thru-Dial

• Pat calls her mailbox from a pay phone and hears an urgent message from Joe. Without hanging up, Pat can Thru-Dial Joe’s number and doesn't have to pay for another call.

• Pat is away from the office and needs to leave messages for Jill and Bob in the office. Pat can call Jill's mailbox, leave a message, then Thru-Dial to Bob and leave a message.

• Pat calls Doris and gets her voicemail. Pat knows that Andy can provide the information she needs, so Pat Thru-Dials to Andy from Doris' mailbox.

To place a Thru-Dial call

1 Open your mailbox:

• If you are calling remotely press

If you are in Europe or Australia press mailbox number and password.

• If you are calling from your Nortel Networks phone press

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

‚

2 Press

Do not pause for more than two seconds while you are entering the number.

, followed immediately by the extension number you want to call.

••

during your greeting to open your mailbox.

°°.

Follow the voice prompts to enter your

·°⁄

≤

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60 Chapter 7 Sending messages

To search the Company Directory while placing a Thru-Dial call

If you enter a name instead of a number with Thru-Dial, CallPilot places the call as soon as it finds a match for the name.

1 Open your mailbox:

• If you are calling remotely press

If you are in Europe or Australia press Follow the voice prompts to enter your mailbox number and password.

• If you are calling from your Nortel Networks phone press

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

2 If you use the CallPilot interface:

‚

Press default Company Directory number. The System Administrator can change the Company Directory number. If you don’t know the number, press

If you use the Norstar Voice Mail interface: Press

3 Enter the last name, then the first, until your call is placed.

For instructions on entering the name, refer to “Searching the Company Directory” on page

50.

, followed immediately by

‚

, followed immediately by £ to search the Company Directory.

••

⁄⁄

during your greeting to open your mailbox.

°°.

·°⁄

≤

to search the Company Directory. This is the

•

To use Thru-Dial to reach your Target Attendant

Your Target Attendant is the number of the person your callers reach when they press zero.

1 Open your mailbox:

• If you are calling remotely press

• If you are calling from your Nortel Networks phone press

2 Press

For information on setting up a Target Attendant refer to “Assigning a Target Attendant” on

page 22.

P0606014 02

••

If you are in Europe or Australia press Follow the voice prompts to enter your mailbox number and password.

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

‚

, then wait for the call to be answered by your Target Attendant.

during your greeting to open your mailbox.

°°.

·°⁄

≤

Chapter 8 Call Forwarding your calls

You can call forward your calls if you want your calls to go to CallPilot immediately, without ringing at your extension. For example, you can set up Call Forwarding if you are not going to be in the office and you do not want your ringing phone to disturb your colleagues, or if you do not want to take calls while you are working. While Call Forward is on, callers can leave a message for you without having to wait for the phone to ring several times.

This chapter explains the following ways you can forward your calls:

• Call Forwarding your calls to your mailbox

• Setting up Call Forward remotely

• Call Forward with Caller ID

Call Forwarding your calls to your mailbox

To forward incoming calls to your mailbox, press

To cancel Call Forward, do one of the following:

• press

≤·°›

∞

≤£›

CANCEL

again

≤·°›

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62 Chapter 8 Call Forwarding your calls

Setting up Call Forward remotely

When you are away from the office you can forward your calls to your mailbox by using the dialpad of any tone dial telephone.

Note: You can set up Call Forward remotely only if you use the Norstar Voice Mail interface. You cannot set up Call Forward remotely if you use the CallPilot interface.

To set up Call Forward remotely

1 Call the Automated Attendant or your business telephone from any tone dial telephone.

2 While the greeting plays enter the CallPilot extension number or press

If you are in Europe or Australia enter the CallPilot extension number or press

3 Follow the voice prompts to open your mailbox.

°¤

4 Press

5 Press

6 Press

• If Call Forward is on, the voice prompt says

“Calls will be answered immediately.”

All calls to your telephone are now answered by CallPilot.

• If Call Forward is off, the voice prompt says

“Calls will ring at your set.”

7 Press

• If Call Display is on, the voice prompt says

“Caller information will be displayed at your set.”

• If Call Display is off, the voice prompt says

“Caller information will not be displayed.”

8 Replace the handset to end the session.

‹

to open the Call Forward menu.

⁄

to turn Call Forward on or off.

⁄

to turn Call Display on or off.

•• °°.

P0606014 02

Call Forward with Caller ID

The Call Forward with Caller ID (CLID) feature is available only if your company subscribes to a CLID service. If you are not sure whether your company subscribes to a CLID service, ask your System Administrator. CLID does not appear if the caller has a private or unknown telephone number.

You can set up Call Forward with CLID to screen calls forwarded to your mailbox. If the feature is enabled, you hear an Alert tone and the CLID information appears on the telephone display.

Chapter 8 Call Forwarding your calls 63

To talk to a caller who is forwarded to your mailbox, press

To turn Call Forward with CLID on or off

Greeting options: REC CHOOSE CFWD

Forward calls? YES

Display caller: Y

QUIT

CHNG

1 Press

2 Press

3 Press

4 Press

5 Press

6 Press

≤·°⁄

Follow the voice prompts or the display button options on your telephone to open your mailbox.

ADMIN

GREET

Press

at your phone or press

CFWD

or ‹.

YES

or ⁄ to have your calls go to CallPilot without ringing

or ¤ to have calls ring at your set.

CHNG

or ⁄ to turn Call Display on or off.

to end the session.

°. ¤.

≤·°‡

to interrupt the call.

Call Forward on Busy overrides CLID

If your display telephone is assigned Call Forward on Busy, CLID information does not appear on the display. Call Forward on Busy is a feature that forwards your calls to another designated telephone or extension if your telephone is busy. Call Forward on Busy is assigned by the System Administrator.

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64 Chapter 8 Call Forwarding your calls

P0606014 02

Chapter 9 Transferring calls

This chapter describes transferring calls and explains:

• Transferring calls to a CallPilot mailbox

• Transferring a mailbox owner’s call to their mailbox

• Transferring a call to Custom Call Routing (CCR)

• About Outbound Transfer

• Setting up Outbound Transfer

• Adding special characters to a destination number

• Setting up Outbound Transfer

• Turning Outbound Transfer on or off

• Optimizing Outbound Transfer

Transferring calls to a CallPilot mailbox

With the Transfer feature directly to a mailbox on the CallPilot system.

Transferring calls to a CallPilot mailbox has these advantages:

• If you transfer a call to a mailbox instead of another telephone, the call does not come back to you. If you transfer a call to another telephone and the call is not answered, the call comes back to you.

• The call is immediately transferred to the mailbox, which saves time.

≤·°ﬂ

is not available on the Companion Wireless telephone.

≤·°ﬂ

you can transfer a call from your business telephone

To transfer a call to a mailbox from your telephone

1 Press

2 Enter the mailbox number or search the Company Directory. To search the Company Directory

3 Wait until the display shows

≤·°ﬂ

Do not press Hold because the call is put on hold automatically.

DIR

press the

functions. The call automatically transfers and the CallPilot session ends.

display option.

Call transferred

before you attempt any other CallPilot

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66 Chapter 9 Transferring calls

Transferring a mailbox owner’s call to their mailbox

You can transfer a mailbox owner’s call to their CallPilot mailbox so that they can change their greetings or retrieve their messages.

To transfer a mailbox owner’s call to their mailbox

1 Press

2 Enter the mailbox owner’s mailbox number.

3 Wait until the display shows

After a mailbox owner’s call transfers to their mailbox, the mailbox owner must:

1 Press

2 Follow the voice prompts to open their mailbox.

≤·°ﬂ

Do not press Hold because the call is put on hold automatically.

features.

Note: Do not use the call to their telephone and it is possible that the call can return to you.

≤·°ﬂ

••

while their mailbox greeting plays.

Call transferred

≤‡‚

is not available on a Companion Wireless telephone.

to transfer a mailbox owner’s call. This feature transfers

before you attempt any other telephone

P0606014 02

Chapter 9 Transferring calls 67

Transferring a call to Custom Call Routing (CCR)

CCR is a single-digit application that provides callers with a more sophisticated menu and a wider range of options than the Automated Attendant.

Callers can use CCR to:

• listen to the Home menu and make a selection

• listen to a pre-recorded CCR Information message

• leave a message in a mailbox

• transfer to another extension or an external number

For more information about CCR, ask your System Administrator.

You can transfer a call to the beginning of a CCR Tree.

To transfer a c all to a CCR Tree

1 Press

2 Choose a CCR Tree by entering a digit from 1 to 8 and pressing

3 Wait until the display shows

≤·°ﬂ

Do not press Hold

≥

because the call is put on hold automatically.

Call transferred

before you attempt any other features.

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68 Chapter 9 Transferring calls

About Outbound Transfer

You can set up Outbound Transfer to transfer a caller who reaches your mailbox to a number that you assign. A caller can use Outbound Transfer from any tone dial telephone, and you can direct your Outbound Transfer calls to any telephone.

You can tell callers about this feature in your personal greeting. If you inform callers of this feature in your mailbox greeting, you must tell them what number to press to transfer:

• If you use the Norstar Voice Mail interface, tell callers to press

• If you use the CallPilot interface, tell callers to press

For example:

“Hi. This is Brenda Whately. I’m away from the office today. Please leave me a message after the tone and I will return your call as soon as possible. If you need to reach me before tomorrow, press

and you will be transferred to my cell phone. Thanks.”

‡

Note: The restrictions that apply to your telephone line also apply to Outbound Transfer numbers. For example, if you cannot dial long distance telephone numbers from your telephone, you cannot have a long distance Outbound Transfer destination. If your mailbox is restricted to extension destinations for Outbound Transfer, see your System Administrator.

For Outbound Transfer to function properly, you must have a greeting recorded.

When you set up Outbound Transfer, you can add special characters to the destination number. Refer to “Adding special characters to a destination number” on page 68 for more information.

‡

Adding special characters to a destination number

Special characters are pauses or other dialing instructions that you can add if they are required to access the network or a destination number.

Follow the voice prompts or press (or a destination pager number if you are setting up a destination pager number in Off-premise Message Notification.) A destination telephone or pager number cannot be longer than 30 characters.

P0606014 02

ADD

to add special characters to a destination telephone number

Note: If you are adding special characters, do not press the dialpad buttons a #, or telephone, or listen to the voice prompts.

•

to enter a *. Press the button directly below the option on a two line display

to enter

Adding special characters to a destination number

Press Description

Chapter 9 Transferring calls 69

¤ or DI G S

‹or PAUS

› or TONE

ﬁor OTHR

ﬂor OTHR

•

to resume adding digits to the destination phone number

to enter a timed pause that appears as P on the display. Pauses are four seconds long.

to recognize dial tone (behind PBX). The Recognize Dial Tone special character appears as

to enter a #

to enter a

to cancel and retry

on the display.

Setting up Outbound Transfer

To set up Outbound Transfer to a phone number

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

• Go to step 3

·°⁄

°‚

to open the Mailbox Options

to open the Outbound Transfer menu

Outbound xfr ADMIN SELECT

Destination: PHONE EXT

Ph: RETRY O K

If you use the Norstar Voice Mail interface:

• Press

ADMIN

• Press ° to open the Outbound Transfer menu

• Go to step 3

ADMIN

3 Press

or ⁄ to set up Outbound Transfer or if you have previously set up Outbound Transfer press

PHONE

4 Press

to select an external phone as the destination.

5 Enter the destination phone number and press

CallPilot Reference Guide

or £.

CHNG

70 Chapter 9 Transferring calls

<x> ADD OK

6 Press

<x>

or £ to accept the destination number, represented by

ADD

press

or ¤ to add special characters. For information, refer to

“Adding special characters to a destination number” on page 68.

After you add special characters, press destination number.

Transfer: off CHNG QUIT

Transfer: on CHNG QUIT

7 Press

8 Press

9 Press

CHNG

or ⁄ to turn Outbound Transfer on.

QUIT

or •.

to end the session.

To set up Outbound Transfer to an extension

·°⁄

1 Press

≤

Follow the voice prompts or the display button options on your telephone to open your mailbox.

2 If you use the CallPilot interface:

• Press

°‚

• Go to step 3

to open the Mailbox Options

to open the Outbound Transfer menu

or £ to accept the

Outbound xfr ADMIN SELECT

Ext: RETRY OK

Accept<x> RETRY OK

Transfer: off

QUIT

CHNG

Transfer: on CHNG QUIT

If you use the Norstar Voice Mail interface:

• Press

ADMIN

• Press ° to open the Outbound Transfer menu

• Go to step 3

ADMIN

3 Press

or ⁄ to set up Outbound Transfer.

4 Enter the destination extension and press

5 Press

or £ to accept the number.

The <x> represents the extension.

CHNG

6 Press

7 Press

8 Press

or ⁄ to turn Outbound Transfer on.

QUIT

or •.

to end the session.

or £.

P0606014 02

Turning Outbound Transfer on or off

You can turn Outbound Transfer on or off at any time after you set it up. Turning Outbound Transfer off does not affect any of its assigned parameters.

To turn Outbound Transfer on or off

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

Follow the voice prompts or the display button options on your telephone to open your mailbox.

• Press

• Go to step 3

If you use the Norstar Voice Mail interface:

°‚

to open the Mailbox Options

Chapter 9 Transferring calls 71

Outbound xfr ADMIN SELECT

Transfer: off CHNG

QUIT

Transfer: on CHNG QUIT

3 Press

4 Press

Press

5 Press

6 Press

• Press

• Press ° to open the Outbound Transfer menu

• Go to step 3

SELECT

CHNG CHNG

QUIT

ADMIN

or ¤ to access Outbound Transfer.

or ⁄ to turn Outbound Transfer on. again to turn Outbound Transfer off.

or •.

to end the session.

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72 Chapter 9 Transferring calls

Optimizing Outbound Transfer

When CallPilot transfers a call to an external telephone number using Outbound Transfer, two lines are used. An incoming line connects a caller to a mailbox and an outgoing line transfers a caller to an Outbound Transfer telephone number. Both lines remain in use while the caller connects to the Outbound Transfer telephone number.

To optimize the use of CallPilot lines, the Outbound Transfer call to an external telephone number can transfer to the incoming line to make the outgoing call. This type of transfer is called a Link transfer.

Note: You can perform a Link transfer only if the CallPilot line is equipped with Link transfer capability. The most common type of line that supports Link transfer is a Centrex line. If Link transfer is programmed for an Outbound Transfer and your CallPilot lines do not support this feature, the caller is disconnected. Ask your System Administrator before programming a Link transfer.

To perform a Link transfer with Outbound Transfer you must add Transfer telephone number.

For example, the telephone number looks like:

before the Outbound

£ﬁﬁﬁ⁄¤‹›

where:

•

instructs CallPilot to use the incoming line to perform the transfer

ﬁﬁﬁ⁄¤‹›

is the telephone number dialed

Programming Outbound Transfer when CallPilot is behind a PBX

If you have CallPilot installed behind a PBX and you want to access an outside line and recognize dial tone, enter:

·£›¤ﬁﬁﬁ⁄¤‹›

where:

•

accesses an outside line

specifies the next digits are special characters

›

recognizes dial tone

specifies that the next digits are the numbers to be dialed

ﬁﬁﬁ⁄¤‹›

is the telephone number dialed

After you enter this dialing sequence, the display shows:

9D5551234 ADD OK

P0606014 02

Chapter 10 Off-premise Message Notification

This chapter describes how to set up and change Off-premise Message Notification and explains:

• About Off-premise Message Notification

• Setting up Off-premise Message Notification

• Changing Off-premise Message Notification

• Deleting a destination number

• Adding a destination number

• Turning Off-premise Message Notification on or off

About Off-premise Message Notification

You can program CallPilot to call you at a phone number, an extension, or a pager when you have a message. Your System Administrator enables Off-premise Message Notification.

If you program CallPilot to call you at a phone, you are prompted to enter your password before you can listen to your messages.

You can receive notification of a message at a maximum of five different destination numbers. When the number of retry attempts is reached for each destination number, the next number in the series is called. For example, CallPilot can contact your car phone number first to let you know you have a message. If there is no answer, the call rings at your home number. If there is still no answer, the call rings at your pager number, and so on. The number of retry attempts is assigned by your System Administrator.

If the destination type is as telephone or extension, you must assign start and stop times. The start and stop times apply to all five notification numbers. You do not assign start and stop times if the destination is a pager.

Off-premise Message Notification begins at the start time. Set the start time for the time you are at the destination phone number, so you are there to receive your calls.

A person who receives a Off-premise Message Notification call can cancel Off-premise Message Notification to their destination number. This is useful if a destination is incorrectly programmed and the wrong person receives the calls.

The recipient of an Off-premise Message Notification call hears the following voice prompt:

“Message for (name of mailbox owner). To log on press mistake, please press

⁄

. If you have received this call by

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74 Chapter 10 Off-premise Message Notification

Off-premise Message Notification parameters

You can set up the parameters for Off-premise Message Notification from any tone dial phone.

The parameters are:

• destination type (phone, extension or pager)

• destination number (phone, extension or pager)

• time range for receiving calls at phone numbers or extensions. Pagers are notified any time

there is a qualifying message.

• types of message you want to receive (all new messages or just urgent messages)

Note: The restrictions that apply to your phone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance phone numbers from your phone, you cannot have a long distance Off-premise Message Notification destination number.

P0606014 02

Chapter 10 Off-premise Message Notification 75

Setting up Off-premise Message Notification

Follow these instructions if you are setting up Off-premise Message Notification for the first time. If you have already set up Off-premise Message Notification, refer to the section “Changing

Off-premise Message Notification” on page 85.

To set up Off-premise Message Notification to refer to

a phone number page 75

an extension page 78

a pager page 80

To set up Off-premise Message Notification to a phone number

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

Msg notify ADMIN SELECT

Destination: PHONE EXT PAGER

Ph: RETRY OK

°ﬁ

• Press

to open the Mailbox Tools

NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

or ⁄ to set up Off-premise Message Notification.

PHONE

or ⁄ to choose a phone number destination.

5 Enter the destination phone number and press

destination phone number is a maximum of 30 digits.

or £. The

CallPilot Reference Guide

76 Chapter 10 Off-premise Message Notification

<x> ADD OK

Start hhmm: RETRY O K

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

6 Press

or £ to accept the destination phone number represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. See “Adding special characters to a destination number” on page

68.

After you add special characters, press

or £ to accept the

destination number.

7 Enter the start time for Off-premise Message Notification. This is a

four-digit field. You must precede a single-digit hour and minute with a zero.

⁄

8 Press

or ¤.

9 Press

or £ to accept the start time.

10 Enter the time when Off-premise Message Notification is to stop.

This is a four digit field. You must precede a single-digit hour and minute with a zero.

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES NO

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

11 Press

or ¤.

12 Press

13 Press

or press number.

14 Press

or press

15 Press

or press

⁄

or £ to accept the stop time.

YES

or ⁄ if you want to set up another destination number

or £ if you do not want to set up another destination

or £ to accept the start time that you entered

CHNG

or ⁄ to change the start time.

or £ to accept the stop time that you entered

CHNG

or ⁄ to change the stop time.

P0606014 02

Chapter 10 Off-premise Message Notification 77

Msg type: new CHNG OK

Msg notify ADMIN SELECT

16 Press

or £ if you want to be notified when you receive a new message or

CHNG

press an urgent message.

17 Press

or ⁄ if you want to be notified only when you receive

to end the session.

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78 Chapter 10 Off-premise Message Notification

To set up Off-premise Message Notification to an extension

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

·°⁄

°ﬁ

NOTIF

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Destination: PHONE EXT PAGER

Ext: RETRY OK

Accept:<x> RETRY OK

Start hhmm: RETRY O K

<start time> RETRY AM PM

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Enter the destination number and press

6 Press

<x>

The

or ⁄ to set up Off-premise Message Notification.

EXT

or ¤ to choose an extension as the destination.

or £.

or £ to accept the destination extension.

represents the extension.

7 Enter the start time for Off-premise Message Notification. This is a

four-digit field. Any single-digit hour and minute must be preceded by zero.

⁄

8 Press

or ¤.

<start time> RETRY OK

Stop hhmm: RETRY OK

P0606014 02

9 Press

or £ to accept the start time.

10 Enter the time when Off-premise Message Notification is to stop.

This is a four digit field. You must precede a single-digit hour and minute with a zero.

Chapter 10 Off-premise Message Notification 79

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES NO

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type: new CHNG OK

11 Press

or ¤.

12 Press

13 Press

or £ to accept the stop time.

YES

press

or £ if you do not want to set up another destination

number.

14 Press

CHNG

press

15 Press

CHNG

press

16 Press

or £ if you want to be notified when you receive a new message or

CHNG

press an urgent message.

⁄

or ⁄ if you want to set up another destination number

or £ to accept the start time that you entered

or ⁄ to change the start time.

or £ to accept the stop time that you entered

or ⁄ to change the stop time.

or ⁄ if you want to be notified only when you receive

Msg notify ADMIN SELECT

17 Press

to end the session.

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80 Chapter 10 Off-premise Message Notification

Setting up Off-premise Message Notification to a pager number

Example of a destination pager number

If you are assigning a pager destination number from behind a PBX, remember to insert a · (depending on your system) before the

There is a combined limit of 30 characters for the pager phone number and the pager message.

For example, to reach your pager, enter:

£›¤ﬁﬁﬁ⁄¤‹›£‹

where:

•

specifies the next digits are special characters

›

recognizes dial tone

specifies that the next digits are the numbers to be dialed

ﬁﬁﬁ⁄¤‹› ‹

inserts a timed pause

is the pager phone number dialed

to access an outside line.

Depending on the company supplying your paging service, the programming sequence can vary. For more information about setting the destination phone number parameters for your pager, contact your pager company.

To set up Off-premise Message Notification to a pager

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

• Press ﬂ to open the Off-premise Message Notification

• Go to step 3

°ﬁ

NOTIF

Notification menu

ADMIN

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN SELECT

P0606014 02

3 Press

ADMIN

or ⁄ to set up Off-premise Message Notification.

Chapter 10 Off-premise Message Notification 81

Destination: PHONE E XT PAGER

Pager: RETRY OK

<x> ADD OK

Show:<xxxx> CHNG NE XT

PAGER

4 Press

5 Enter the destination pager number and press

6 Press

or ‹ to select a pager number destination.

or £.

or £ to accept the destination pager number represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. See “Adding special characters to a destination number” on page

68.

After you add special characters, press

7 Press

or £ to accept the default pager message represented

or £.

by <xxxx>. The default pager message that CallPilot sends is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press

CHNG

or ⁄ to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message.

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

YES

8 Press

or ⁄ if you want to set up another destination number

press

or £ if you do not want to set up another destination

number.

9 Press

or £ to be notified when you receive a new message

CHNG

press

or ⁄ to change the message type to be notified only when you receive an urgent message.

10 Press

to end the session.

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82 Chapter 10 Off-premise Message Notification

To set up Off-premise Message Notification to more than one destination

You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a phone number destination and then add a pager destination for the first time.

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

·°⁄

°ﬁ

NOTIF

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Destination: PHONE

EXT PAGER

Ph: RETRY OK

<x> ADD OK

Start: hhmm: RETRY O K

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Enter the destination phone number and press

or ⁄ to set up Off-premise Message Notification.

PHONE

or ⁄ to choose a destination phone number.

or £. The

destination phone number cannot be longer than 30 digits.

6 Press

or £ to accept the destination phone number, represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. See “Adding special

characters to a destination number” on page 68.

7 Enter the start time for Off-premise Message Notification. This is a

four-digit field. You must precede a single-digit hour and minute with a zero.

<start time> RETRY AM PM

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8 Press

or ¤.

⁄

Chapter 10 Off-premise Message Notification 83

<start time> RE TRY OK

Stop hhmm: RE TRY OK

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES

Notify2: none SETUP NEXT

Destination: PHONE E XT PAGER

Pager: RETRY OK

9 Press

or £ to accept the start time.

10 Enter the time when Off-premise Message Notification is to stop.

This is a four digit field. You must precede a single-digit hour and minute with a zero.

⁄

11 Press

or ¤.

12 Press

13 Press

14 Press

15 Press

16 Enter the destination pager number and press

or £ to accept the stop time.

YES

or ⁄ to set up another destination number.

SETUP

to set up another destination number.

PAGER

or ‹ to select a pager number destination.

or £.

<xxxx> ADD OK

Show<xxxx> CHNG NE XT

Notify2: pager CHNG OT HR NE XT

Notify 3: none SETUP N EXT

17 Press

or £ to accept the destination pager number represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. See “Adding special

characters to a destination number” on page 68.

After you add special characters, press

18 Press

or £ to accept the default pager message represented

or £.

CHNG

press

or ⁄ to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message.

19 The display shows that the second destination is a pager.

Press

20 Press

or £ to continue.

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84 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

21 Press

or press

22 Press

or press

23 Press

or press message.

24 Press

or £ to accept the start time that you entered

CHNG

or ⁄ to change the start time.

or £ to accept the stop time that you entered

CHNG

or ⁄ to change the stop time.

or £ to be notified when you receive a new message

CHNG

or ⁄ to be notified only when you receive an urgent

to end the session.

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Chapter 10 Off-premise Message Notification 85

Changing Off-premise Message Notification

You can change the parameters and destinations for Off-Premise Message Notification. Refer to

“Off-premise Message Notification parameters” on page 74 for more information about

parameters.

If you want to change the time or message type parameters, use the procedure “To change the time

range or type of message parameters” on page 85

If you want to change the destination type refer to the procedure for the destination type.

To change the destination type refer to

from a phone to an extension, pager or another phone number page 87

from a pager to an extension or phone page 89

from a phone or extension to a pager page 91

To change the time range or type of message parameters

Msg notify ADMIN SELECT

Notify:<x> CHNG N EXT

1 Press

≤·°⁄

. Follow the voice prompts or the display button options on your telephone to open your mailbox.

2 If you use the CallPilot interface:

°ﬁ

• Press

to open the Mailbox Tools

NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

or ⁄ to set up Off-premise Message Notification.

. If you want to change the destination type refer to “To change the

destination type” on page 85 for the appropriate procedure.

More dest? YES NO

5 Press

or £ to continue.

CallPilot Reference Guide

86 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

CHNG

6 Press

or ⁄ to change the start time

press

7 Press

or £ to accept the start time.

CHNG

or ⁄ to change the stop time

press

8 Press

Press

or £ to accept the stop time.

CHNG

or ⁄ to change the message type to urgent.

or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only. Change the message type to urgent to be notified only when you receive an urgent message.

9 Press

to end the session.

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Chapter 10 Off-premise Message Notification 87

To change the destination from phone to another destination

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Notify: phone CHNG NEXT

Destination: PHONE EXT PAGER

<x> RETRY OK

Accept:<xxxx> RETRY OK

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Press

or ⁄ to set up Off-premise Message Notification.

CHNG

or ⁄ to change the destination.

PHONE

or ⁄ to choose another phone number destination

EXT

press

or ¤ to choose an extension destination

PAGER

press

6 Enter the destination number and press

or ‹ to choose a pager number destination.

or £.

The destination phone number cannot be longer than 30 digits.

7 Press

or £ to accept the destination number

RETRY

press

or • to re-enter the destination number.

Notify:<x> CHNG NE XT

8 Press

or £ to continue

CHNG

press

or ⁄ to change the destination, and repeat steps 6

through 8.

NOTE: If you changed the destination to pager, go to step 13.

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88 Chapter 10 Off-premise Message Notification

More dest? YES NO

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type:new CHNG OK

Msg notify ADMIN SELECT

YES

9 Press

or ⁄ if you want to set up another destination number

press

or £ if you do not want to set up another destination

number.

CHNG

10 Press

or ⁄ to change the start time

press

11 Press

or £ to accept the start time.

CHNG

or ⁄ to change the stop time

press

or £ to accept the stop time.

12 If you want to change message notification,

CHNG

press

or ⁄ if you want to be notified only when you receive

an urgent message.

Press

13 Press

or £.

to end the session.

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Chapter 10 Off-premise Message Notification 89

To change the destination from pager to phone or extension

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Modify:pager CHNG

Destination: PHONE EXT PAGER

<xxxx>: RETRY OK

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

or ⁄ to change Off-premise Message Notification. The display is a review of the first destination type and destination number.

CHNG

4 Press

or ⁄ to change the destination type and the

destination number.

5 Choose the type of destination number:

PHONE

press

or ⁄ to choose a phone number destination or

EXT

press

or ¤ to choose an extension destination.

6 Enter the destination number you want to set up Off-Premise

Message Notification for. <x> represents the destination number.

Press

or £ to accept the destination number

RETRY

press

or • to re-enter the number.

Notify:<x> CHNG N EXT

More dest? YES NO

7 Press

8 Press

or £ to continue.

YES

or ⁄ if you want to set up another destination, and repeat steps 6 through 8 or

press

or £ if you do not want to set up another destination.

CallPilot Reference Guide

90 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type:new CHNG OK

Msg notify ADMIN SELECT

CHNG

9 Press

or ⁄ to change the start time

press

10 Press

or £ to accept the start time.

CHNG

or ⁄ to change the stop time

press

or £ to accept the stop time.

11 If you want to change message notification,

CHNG

press

or ⁄ if you want to be notified only when you receive

an urgent message.

Press

12 Press

or £.

to end the session.

P0606014 02

Chapter 10 Off-premise Message Notification 91

To change the destination from phone or extension to pager

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Notify:<x> CHNG

Destination PHONE EXT PAGER

Pager: RETRY OK

<x> ADD OK

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

or ⁄ to change Off-premise Message Notification. The displays show a review of the first destination type and destination number.

CHNG

4 Press

or ⁄ to change the destination type and the destination number. <x> represents the type of destination (phone or extension).

PAGER

5 Press

6 Enter the pager number and press

7 Press

or ‹ to choose a pager number destination.

or £ to continue.

or £ to accept the destination pager number represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. See “Adding special characters to a destination number” on page

68.

After you add special characters, press

or £.

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92 Chapter 10 Off-premise Message Notification

Show:<xxxx> CHNG NE XT

Notify: pager CHNG NEXT

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

8 Press

or £ to accept the default pager message represented by <xxxx>. The default pager message that CallPilot sends is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press

CHNG

or ⁄ to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message.

9 The display shows notification is set up to a pager.

Press

10 Press

or £ to continue.

YES

if you want to set up another destination number

press

11 Press

if you do not want to set up another destination number.

or £ if you want to be notified when you receive a new message or

CHNG

press

or ⁄ if you want to be notified only when you receive

an urgent message.

12 Press

to end the session.

P0606014 02

Deleting a destination number

If you have more than one destination number for Off-premise Message Notification, you can delete a destination.

To delete a destination number

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

Chapter 10 Off-premise Message Notification 93

°ﬁ

to open the Mailbox Tools

NOTIF

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Notify1:<x> CHNG O THR N EXT

Notify 1:<x> DEL

INS QUIT

Notify1:<x> CHNG O THR N EXT

Msg notify ADMIN SELECT

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

or ⁄ to set up Off-premise Message Notification.

OTHR

if you want to delete the first destination

press

or £ to view the other destinations until you find the destination that you want to delete. When you find the destination that you want to delete, press

DEL

5 Press

to delete the first destination number.

OTHR

6 The first destination number is deleted. The Notify 2 destination

changes to become the Notify 1 destination number.

OTHR

To delete more destination numbers, press

and repeat steps 4

and 5.

7 Press

to end the session.

CallPilot Reference Guide

94 Chapter 10 Off-premise Message Notification

Adding a destination number

Use this procedure if you have set up Off-premise Message Notification and you want to add another destination number. You can have up to five destination numbers.

To add a destination number

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

·°⁄

°ﬁ

NOTIF

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Notify:<x> CHNG NEXT

More dest? YES NO

Notify2: none SETUP NE XT

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Press

6 Press

or ⁄ to set up Off-premise Message Notification.

or £ to continue.

YES

or ⁄ to set up another destination number.

SETUP

or ⁄ to set up another destination number and follow the steps in “To set up Off-premise Message Notification to a

phone number” on page 75

“To set up Off-premise Message Notification to an extension” on page 78

“To set up Off-premise Message Notification to a pager” on page

80.

P0606014 02

Chapter 10 Off-premise Message Notification 95

Turning Off-premise Message Notification on or off

You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters.

To turn Off-premise Message Notification on or off

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN SELECT

Notify on CHNG

TIME OK

Notify off CHNG TIME O K

Mailbox admin GREET PSWD QUI T

• Press

• Press ﬂ to open the Off-premise Message Notification

• Go to step 3

3 Press

4 Press

SELECT

CHNG

it is on (as shown).

5 Press

TIME

press

6 Press

ADMIN

or ¤ to set up Off-premise Message Notification.

or ⁄ to turn Off-premise Message Notification off if

•

to review the start and stop time parameters.

to end the session.

CallPilot Reference Guide

96 Chapter 10 Off-premise Message Notification

P0606014 02

Chapter 11 Recording a call

About Call Record

With Call Record message in your mailbox. Before you activate Call Record, ask the parties on the call for permission to record the call.

The maximum length of the Call Record message is determined by the Class of Service setting for your incoming message length. If the mailbox message length is reached, you hear the voice prompt “Recording stopped. The recording limit has been reached” and the recording ends. After Call Record stops, you can re-activate is recorded in two separate messages if you do this. Ask your System Administrator for the message length that is assigned to your mailbox.

Note: Call Record is not enabled by default. The System Administrator must enable this feature by assigning you a Class of Service that includes Call Record. In some areas Call Record is not available as it contravenes local laws. Ask your System Administrator about the availability of Call Record in your area.

≤·°·

Using Call Record

If you use record a call, CallPilot puts the recorded call in your mailbox. You can forward the recorded call to other mailboxes.

you can record an active telephone call and put the resulting

≤·°·

to start another record call session. The call

To record a call

Recording PAUSE QUIT

1 While you are on an active call, press

Before recording begins, all parties on the call hear the prompt “This call is being recorded” and a recording tone.

QUIT

2 Press

or press Press

3 When you stop recording, all the parties on the call hear the prompt

“Recording stopped.”

4 Press

to end recording

PAUSE

to suspend recording.

RESUME

® to end the call.

to continue recording or press

≤·°·

QUIT

CallPilot Reference Guide

to end recording.

98 Chapter 11 Recording a call

P0606014 02

Chapter 12 Broadcast and Information messages

About Broadcast messages

You can ask the System Administrator to send a Broadcast message if you need to send a message to every initialized mailbox on your phone system. You can ask the System Administrator to send a Broadcast message to announce meetings, special company events, and reminders. Sending a Broadcast message eliminates recording and sending the same message several times.

Broadcast messages play on all mailboxes initialized with CallPilot.

Note: Broadcast messages are not sent to Information or General Delivery mailboxes.

Information mailbox greetings

Your business or department can use Information mailboxes to provide callers with messages and announcements. You can record and update greetings for an Information mailbox.

You can use Information mailbox greetings to:

• announce sales

• provide product lists

• announce special events

Make it easy for callers to access Information mailbox greetings by mentioning the Information mailbox in the Automated Attendant, or by asking the operator to route enquiries to the Information mailbox. Ask your System Administrator for details.

Callers cannot leave messages in an Information mailbox.

CallPilot Reference Guide

100 Chapter 12 Broadcast and Information messages

Recording an Information mailbox greeting

Before you record an Information mailbox greeting, you must determine what the greeting includes. Be sure to include important times and dates.

For example: “Paddy’s Dance Studio proudly presents an extravaganza of dance. The

entertainment begins at 8:00 pm on the fourth of July. Toddlers tap is in the White Room. Folk dance is in the Green Room. Classical ballet is in the Pink Room. Contemporary jazz is in the Blue Room. The studio and recital rooms are located at 222 Main Street.”

Write the greeting down and practice reading it aloud. When you are confident the greeting includes everything you want it to, record the greeting. If you are using a phone system with bilingual capability, you must record the Information mailbox greeting in both languages.

An Information mailbox greeting can be either a Primary or an Alternate mailbox greeting.

To record an Information mailbox greeting

Log: QUIT RETRY OK

Primary greeting

PLAY QUIT

REC

Record greeting? RETRY PAUSE O K

Accept greeting? RETRY PLAY OK

Primary greeting RE C PL AY QU IT

1 Press

≤

·°⁄

Enter the mailbox number and password, then press

or £.

The System Administrator creates the password when they initialize the mailbox. Ask the System Administrator for the Information mailbox password.

2 Press

REC

or ⁄.

3 At the sound of the tone, record the Information mailbox greeting.

or £ when you are done.

Press

or £ to accept the recording

4 Press

or press

or ⁄ to listen to the greeting

PLAY

or press

5 Press

or ¤ to rerecord the greeting.

RETRY

or £ to end the session.

QUIT

P0606014 02

Avaya CP Reference Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

CallPilot

Reference Guide

Conventions and symbols used in this guide

How CallPilot works

About display phones

About telephone buttons

Alternate extensions

Using CallPilot with an analog terminal adapter or an analog station module

Using the dialpad

CallPilot voice prompts

Auto Attendant

Types of mailboxes

Subscriber mailbox

Guest mailbox

Information mailbox

Special mailboxes

Initializing your mailbox

Checking which mailbox interface you use

Opening your mailbox

Opening your mailbox using Auto-Login

Opening your mailbox remotely

Changing your mailbox password

Recording your name in the Company Directory

Assigning a Target Attendant

Feature codes

Programming a memory button with a feature code

Norstar Voice mail mailbox options

Mailbox commands

Playing messages

Sending messages

Other Norstar Voice mail options

CallPilot mailbox options

Mailbox commands

Playing messages

Sending messages

Other CallPilot mailbox options

Types of mailbox greetings

Recording a Primary or Alternate mailbox greeting

Choosing a Primary or Alternate mailbox greeting

Recording a Personalized mailbox greeting

Deleting a Personalized mailbox greeting

Receiving calls

Never Full mailbox feature

Playing your messages

Retrieving erased messages

Screening your calls

Interrupting a caller

Recording and sending messages

Searching the Company Directory

Assigning message delivery options

Message delivery options

Sending a message to more than one recipient

Replying to messages

Replying to an internal caller

Replying to an external caller

Placing a call with Thru-Dial

When to use Thru-Dial

Call Forwarding your calls to your mailbox

Setting up Call Forward remotely

Call Forward with Caller ID

Transferring calls to a CallPilot mailbox

Transferring a mailbox owner’s call to their mailbox

Transferring a call to Custom Call Routing (CCR)

About Outbound Transfer

Adding special characters to a destination number

Setting up Outbound Transfer

Turning Outbound Transfer on or off

Optimizing Outbound Transfer

Programming Outbound Transfer when CallPilot is behind a PBX

About Off-premise Message Notification

Off-premise Message Notification parameters

Setting up Off-premise Message Notification

Setting up Off-premise Message Notification to a pager number

Changing Off-premise Message Notification

Deleting a destination number

Adding a destination number