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.

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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.

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16 Chapter 2 Using CallPilot

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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.

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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.

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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

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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

.”

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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

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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

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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.

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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.

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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.

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⁄⁄

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.

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