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Mailboxes BCM
User Manual
84 pgs1.92 Mb0

Avaya CallPilot Manager, Mailboxes BCM User Manual

BCM Rls 6.0
CallPilot Manager & Mailboxes
Task Based Guide
Copyright © 2010 Avaya Inc. All Rights Reserved.
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Downloading documents
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be reproduced in any form without the prior written permission of a duly authorised representative of ITEL.
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Table of Contents
CallPilot Manager & Mailboxes ........................................ 6
Overview .......................................................................................... 6
Required Information ....................................................................... 6
PC Requirements ............................................................................ 7
Flow Charts ...................................................................................... 8
CallPilot Initialisation .......................................................................................... 8
CallPilot Manager System-Wide Settings .......................................................... 8
Basic Mailbox Set Up ......................................................................................... 9
Quick Install Wizard ....................................................................... 10
CallPilot Quick Install Settings ......................................................................... 14
Accessing CallPilot Manager via Element Manager ...................... 15
Accessing CallPilot Manager from Internet Explorer ...................... 19
System timeout .............................................................................. 21
CallPilot Manager Interface ............................................................ 21
System Properties............................................................................................ 22
System Properties Settings ............................................................................. 24
Class of Service ............................................................................. 26
Editing a Class of Service ................................................................................ 26
Class of Service Settings ................................................................................. 29
Installing Mailboxes ....................................................................... 30
Adding a Subscriber Mailbox ......................................................... 30
Subscriber Mailbox Settings ............................................................................ 32
Recording Mailbox Names using CallPilot Manager ...................... 36
Adding Many Mailboxes ................................................................. 37
Add Many Mailboxes Settings ......................................................................... 38
Initialising a Mailbox ....................................................................... 39
Recording Primary or Alternate Greetings ..................................... 40
Viewing and Changing Existing Mailboxes .................................... 40
Other Mailbox Types ...................................................................... 41
System Administrator Mailbox ......................................................................... 41
General Delivery Mailbox ................................................................................. 41
Guest Mailboxes .............................................................................................. 42
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Information Mailboxes ...................................................................................... 42
Creating an Information Mailbox ...................................................................... 43
Advanced Mailbox Features ........................................... 45
Selecting Primary or Alternate Greetings ....................................... 45
Personal Greetings ........................................................................ 46
Assigning a Target Attendant ......................................................... 47
Off-Premise Notification ................................................................. 47
Outbound Transfer ......................................................................... 49
Group Lists .................................................................................... 50
Fax Answering ............................................................................... 54
Fax Properties Settings ................................................................................... 56
Dialling Translation ........................................................................ 56
Examples of Dialling Translation Table Entries ............................................... 57
Dialing Translation Properties .......................................................................... 57
Dialling Translation Table ................................................................................ 60
Mailbox Manager ........................................................................... 62
Change Password............................................................................................ 66
Off Premise Notification ................................................................................... 66
Outbound Transfer ........................................................................................... 69
Message Forwarding ....................................................................................... 70
Message Forwarding Settings ......................................................................... 70
Greetings and Spoken Name .......................................................................... 72
Personal Attendant .......................................................................................... 74
Fax ................................................................................................................... 74
Call Forward ..................................................................................................... 75
Find Me/Follow Me........................................................................................... 75
Silent Record a Call ....................................................................... 76
Silent Record a Call and the Mailbox Class of Service. .................................. 77
Adding an External Network Location for the Silent Record a Call Facility. .... 80
Voicemail Feature Codes ............................................................... 83
Avaya Documentation Links .......................................... 84
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CallPilot Manager & Mailboxes
Overview
CallPilot Manager is a web-based application that you use to set up and administer CallPilot applications.
CallPilot standard features include:
Voicemail Automated Attendant Custom Call Routing (CCR) Fax Answering
CallPilot options include:
Contact Center Fax Unified Messaging Message Networking
This guide leads you through the basic set up, administration, and operation of CallPilot Manager and the creation of CallPilot Mailboxes (Voicemail). The Fax Answering function is also described in this guide.
There are separate guides for Automated Attendant, Custom Call Routing (CCR), Contact Center, Fax Messaging, Unified Messaging and Message Networking.
Required Information
Before commencing installation it would be useful to determine Voicemail requirements. Useful information would be:
Number of Subscriber mailboxes required, and which extensions they
will be assigned to.
Number of Guest mailboxes required. Number of Information mailboxes required. Whether or not the General Delivery mailbox will be used. Class of Service requirements for mailboxes users. Any viable Group List application. Requirement for Fax Answering.
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PC Requirements
Computer requirements
The computer you use to run CallPilot Manager must have:
Windows XP Professional SP3, Windows Vista Business, Ultimate, or
Enterprise (32-bit or 64 bit versions), or Windows 7.
64 MB RAM, 10 MB disk space minimum. screen resolution of 1024 X 768 pixels.
Browser requirements
CallPilot Manager supports these browsers:
Internet Explorer 6.0, 7.0, and 8.0 (set IE to Check for newer versions:
every visit to the page)
Note: CallPilot Manager is designed specifically for Internet Explorer use. Some formatting may be lost or degraded if using other browsers e.g. Firefox.
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Set the System Properties: Refer to the System Properties section of this guide.
Configure Class of Service: Refer to the Class of Service section of this guide.
Was CPM initialised using the CallPilot Quick Install Wizard?
(Refer to the System Start-up Guide for more information).
Yes
No
CallPilot Manager
Installation complete
Refer to the Quick Install Wizard and Accessing CallPilot Manager sections of this guide
Flow Charts
The following flow charts guide the user through the sections of this document.
CallPilot Initialisation
Use the following procedure overview to initialise CallPilot Manager (CPM).
CallPilot Manager System-Wide Settings
Use the following procedure overview to configure the system-wide settings.
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Create the Mailbox: Refer to the Adding a Subscriber Mailbox section of this guide.
Initialise the Mailbox: Refer to the Initialising a Mailbox section of this guide.
Record a Primary Greeting: Refer to the
Recording Primary/Alternate Greetings
section of this guide.
Basic Mailbox Set Up
Use the following procedure overview to install a mailbox and perform basic configuration.
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Quick Install Wizard
The Quick Install Wizard appears the first time that CallPilot Manager is accessed on the Business Communications Manager (BCM). The primary function of the Quick Install Wizard is to set the region.
1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager.
2. Alternatively, double-click on the Business Element Manager desktop icon.
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3. You will be presented with the Element Manager interface.
4. Open the Network Elements folder and select the IP Address of the BCM.
5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button.
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6. A warning screen will appear, read the warning and click OK.
7. You will be presented with the Element Manager interface.
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8. To access the Quick Install Wizard for CallPilot Manager: Select the
Configuration tab, open the Applications folder, select the Voice Messaging Contact Center link, and then click Launch CallPilot Manager.
9. You will be presented with a Security Alert Screen. Read the alert and click Continue to this website to continue.
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Attribute
Description
Attendant DN
The extension number of the Operator or the Attendant assigned to CallPilot
PrimaryUI Style
The mailbox user interface to be displayed on the handsets. If you select NVM, the mailbox user interface uses Norstar Voice Mail voice and text prompts. If you select CallPilot, the mailbox user interface uses CallPilot voice and text prompts.
Primary Language
The language used as the primary language for the mailboxes
From line
The line number of the first line in the range of lines you want Auto Attendant to answer
To Line
The line number of the last line in the range of lines you want Auto Attendant to answer.
Number of rings
The number of rings you want Auto Attendant to wait before answering lines.
10. On Launching CallPilot Manager for the first time through the Element Manager Interface the CallPilot wizard will appear.
11. Once open, configure the settings as required:
CallPilot Quick Install Settings
Note: It is recommended that you DO NOT assign lines to the Auto-Attendant at this stage. Refer to the CallPilot Auto-Attendant Guide for instruction on how to configure the Auto-Attendant.
12. Click the Install button.
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13. The settings you have entered will be verified as illustrated on the next screen, and the log on screen will appear. Click the OK button.
Accessing CallPilot Manager via Element Manager
1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager.
2. Alternatively, double-click on the Business Element Manager desktop icon.
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3. You will be presented with the Element Manager interface.
4. Open the Network Elements folder and select the IP Address of the BCM.
5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button.
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6. A warning screen will appear, read the warning and click OK.
7. You will be presented with the Element Manager interface.
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8. To access CallPilot Manager: Select the Configuration tab, open the Applications folder, select the Voice Messaging / Contact Center link, and then click to Launch CallPilot Manager.
9. You will be presented with a Security Alert Screen. Read the alert and click Continue to this website to continue.
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10. The Main Menu of CallPilot Manager will be launched.
Accessing CallPilot Manager from Internet Explorer
CallPilot Manager can also be accessed directly from Internet Explorer. This method of access is an alternative if you cannot gain access via Element Manager.
1. Open Internet Explorer. In the address bar enter http://<IP Address of BCM>/CallPilotManager.
2. If you are presented with the Certificate Error window, click Continue to this website (not recommended).
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3. You will be presented with Administration Login screen. Enter the user ID and password. By default the User ID is nnadmin and the Password is PlsChgMe!.
4. Click the Submit button. The Main Menu of CallPilot Manager will be displayed.
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Returns to main Menu (shown)
Opens Online Help
Logout of CallPilot Manager
Click a link to display its contents and options in the Center frame
System timeout
A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that prevents unauthorized access to the system.
If your session times out, the login page appears and a message that says that the session has timed out. You must log on to continue programming CallPilot.
If the system times out while you are working on a page, any settings that you have not entered on the system by pressing the Submit button are not entered. You must log on to CallPilot Manager and re-enter this programming.
The default CallPilot Managers user id is: nnadmin default password
PlsChgMe!
CallPilot Manager Interface
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System Properties
Accessing System Properties allows you to set the system-wide CallPilot Voicemail settings.
1. From the Main menu above, click the System Properties link. The System Properties page appears. The Voice Mail version is displayed.
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2. Configure the System Properties as required, and click Submit.
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Attribute
Description
Voice Mail Version
The Voicemail Version of the CallPilot Manager system
Max Outcalling Channels
The maximum number of channels used for calls generated by voicemail, e.g. Off-Premise Notification, Outbound Transfer, & Mailbox Reply feature. Do not type a value that is higher than 50% of your available channels. The limit ensures that there are enough channels to accept incoming calls from outside callers and subscribers. The default number of voice channels assigned for outcalling is 1. If you have Multimedia Contact Center installed on your system, set the Max Outcalling Channels to a value higher than 1. Also, to ensure that the Outcalling Channels do not consume all the available voice ports, set the minimum number of voice ports to a number higher than the Outcalling Channels.
Enable Voice Mail
If you enable voicemail, callers who call an extension that does not answer or is busy transfers directly to the extension’s mailbox. If you clear the Enable Voice Mail check box: External Callers cannot leave messages in mailboxes. Callers are
returned to the Automated Attendant to make another choice.
Callers can leave messages through Custom Call Routing, Feature
980, and Feature 986.
Callers can send and receive messages using Feature 981. Subscribers can record and send messages from their mailbox to other
CallPilot mailboxes
Enable Group List
If you clear the Enable Group List check box, you cannot set up Group Lists and need not reserve a digit in your numbering plan for the Group List Leading Digit.
Enable Trivial Password Checking
Select the Enable Trivial Password Checking check box to enable Trivial Password Checking. Trivial password checking prevents unauthorized login to mailboxes. The feature does not allow a mailbox subscriber to have a password that is considered trivial.
Group List Leading Digit
This digit is used as the prefix for Group Lists during addressing. You cannot create mailboxes with numbers that start with this digit. The default setting for the Group List Leading Digit is 9. For example, if you assign as 9 the Group List leading digit, 901 to 999 is your range for Group Lists.
Minimum Message Length
In the Minimum Message Length box type a value between 500-3000 milliseconds (0.5 seconds to 3 seconds) for the shortest allowable message length. The default is 3 seconds (3000 milliseconds).
Enable External Initialisation
The default for this check box is not selected. If you do not enable external initialisation subscribers can initialise their mailboxes only from a local extension. This prevents unauthorized access to mailboxes.
Make Directory Available
If you clear the check box, access to the Company Directory is removed from the Automated Attendant.
Enable General Delivery Mailbox
Default is selected. If you clear the check box, callers who cannot transfer to an attendant are returned to the Auto Attendant or disconnected, according to the Return to AA setting. If you do not regularly check the General Delivery Mailbox, clear the check box.
Enable Redirect DN
If redirect DN is enabled, voicemail uses the original dialled number when it receives a redirected call. A call is redirected if a set that is call forwarded on busy to another location does not answer the call. The call returns to the original site for call answering. Select this check box only on the advice of support personnel.
Enable Network Transfers
The Enable Network Transfers check box is not selected by default. If you do not select this check box CallPilot will transfer only local extensions. If you use a Centralized Auto Attendant on an MCDN network, you can enable network transfers to local and remote extensions on your system. Examples of transfers that are when callers enter an extension while in the Auto Attendant or press 0 during a call answering session
System Properties Settings
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Attribute
Description
Enable Bilingual
If you clear this check box alternate language prompts are not available. Disabling bilingual operation affects:
language designations for Automated Attendant greetings  voice prompt selections for callers who use the Automated Attendant  voice prompt selections for callers who transfer to mailbox greetings
Primary Language
Prompting occurs in this language.
Alternate Language
The alternate language cannot be the same as the primary language.
Canadian Pronunciation
Select the Canadian Pronunciation check box if you want voice prompts that include the letter "z" to be pronounced "zed" instead of "zee". The Canadian Pronunciation check box appears only if North American English
is the primary or alternate language.
Directory Search By
Allows Directory searching by select first name, last name or both. The default is last name.
Enable CallPilot User Interface
Select this if you want to let subscribers choose Norstar Voice Mail or CallPilot as their mailbox handset interface. Default is not selected.
Name Prefix
The default is 11. If CallPilot User Interface is enabled, this value must be specified, and cannot conflict with the Group List leading digit. This value is ignored if you do not enable CallPilot User Interface.
Special Prefix
The default is 19. If CallPilot User Interface is enabled, this value must be specified, and cannot conflict with the Group List leading digit. This value is ignored if you do not enable CallPilot User Interface.
Primary UI Style
Select NVM or CallPilot as the primary User Interface (mailbox options) style. Enable CallPilot User Interface must be enabled to allow the CallPilot option to be selected
Outgoing SMTP Mail/Proxy server, Account Name, & Password
Enter the IP address of the Email server on your network (e.g. your Microsoft Exchange Server). Alternatively some Internet Service Providers
(ISP’s) require you to use specific mail servers with login details (Account
Name & Password) when sending outgoing emails. If this is a requirement for your provider, enter the details into these fields. If you are unsure, please check with your ISP.
Outgoing SMTP Port
This defaults to port 25, but you can change this by typing into this field.
Outgoing SMTP requires encryption (TLS)
This option allows a level of security between the entered mail server, and the client (your mobile device). Again, if unsure please check with your network provider for more details.
Enable Message Forwarding User Administration
This option is selected by default. This allows local users to change the email address that the forwarded emails will go to. If you uncheck this box you must enter an email address in the local user’s mailbox settings, configured in Mailbox Manager (this cannot be changed by the local user and becomes a read only field).
Message
Forwarding “From”
email address
This is optional, and blank by default. If required, in the Message Forwarding “From” E-Mail Address box, type your e-mail address for sending outgoing Email. If you have entered your ISP’s mail server or proxy server details, you may also have been given a default email address that outgoing mail is sent from. If required, enter that address into this field. If left blank, the service will generate an entry based upon the BCM’s extension number and your network domain name. For example, all forwarded email will display a sent address in the format of:
225@bcm.example.com
Maximum Find Me/Follow Me Sessions
The Maximum Find Me/Follow Me Sessions affects the amount of Virtual Terminal DNs created within Element Manager. For example, if the value 20 (sessions) is entered in to the Maximum Find Me/Follow Me Sessions field then 20 Virtual Terminal DNs will be created within Element Manager.
Disable Find Me/Follow Me FMC user passwords
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Class of Service
Class of Service (COS) values reduce the amount of programming required when you add a mailbox. Instead of entering values for several features, you can select the COS appropriate for a particular mailbox.
Class of Service settings control the features and functions a mailbox owner has access to. For example, you can define; how long messages remain in mailboxes, whether a mailbox owner can use Outbound Transfer, at what interval mailbox passwords have to be changed.
There are 16 Class of Service templates (1-16) available. These tables have pre-set values, however you can change individual values within these tables to meet the needs of your company. Each mailbox will have a Class of Service template assigned when it is created, which can be changed at any time. Different mailbox users on the same system can have different Class of Service settings.
Editing a Class of Service
1. Click the Mailbox Administration heading. Click the Class of Service link.
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