Nortel Networks 150 User Manual

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Part No. P0919416 03

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CallPilot 150 Telephone Administration

Guide

CallPilot 150 Telephone Administration Guide

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 applica tions of an y pr oduc ts specif ied in th is document. Th e informatio n in this document is proprietary to Nortel Networks NA Inc.

The software described in this document is furnished under a license agreemen t and may be used only in accordance wit h t he terms of that license. The software license agreement is included in this document.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks. All other trademarks and registered trademark s are t he property of their respective owners.

P0919416 03

Contents

Chapter 1

Getting started with CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

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

CallPilot features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

CallPilot options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Message Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 2

Using CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Who can use CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Using CallPilot with a two line display telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Contents 3

Chapter 3

CallPilot mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

About installing mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

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

General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Subscriber mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Guest mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Information mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Mailbox Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Class of Service values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Mailbox properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Restricting outdialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Initializing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

CallPilot 150 Telephone Administration Guide

Contents

Chapter 4

W orking with mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Adding a Subscriber mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Adding a Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Adding an Information mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Adding many mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

About mailbox passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Changing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Deleting a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

About Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

About Sending Group List messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

About Group List Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Adding a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Changing a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Deleting a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Chapter 5

Setting up the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

About the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Greeting Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

About Company Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Recording a Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Setting up a Greeting Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Configuring line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Changing line configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

To change or view how a line is answered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Assigning the number of rings before CallPilot answers . . . . . . . . . . . . . . . . . . . . . . . 51

Setting up Touchtone Gate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

About the CLID Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 6

Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

About Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Planning and designing a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Components of a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

The Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Information Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Sub-menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Mailbox nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Transfer nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Destination types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

An example of a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

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Contents 5

Chapter 7

Working with CCR Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Building a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Creating a Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Adding nodes to the Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Adding a Menu node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Adding an Information node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Adding a Mailbox node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Adding a Transfer node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

About transfers to external numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Adding special characters to an external transfer number . . . . . . . . . . . . . . . . . . . . . . 75

Assigning a CCR Tree to a Greeting Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Testing a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Disabling a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Deleting a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Changing a CCR Tree message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Changing a Mailbox node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Changing a destination type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Changing a Transfer node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Deleting a Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Chapter 8

Broadcast and Information messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Information mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

About recording an Information mailbox message . . . . . . . . . . . . . . . . . . . . . . . . 87

Recording an Information mailbox message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Chapter 9

CallPilot operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

About resetting CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Initializing CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Resetting the System Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Operator settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Setting the Operator status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Changing the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Changing the Operator default extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Setting the Business Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Changing greetings or the Business Status from a remote telephone . . . . . . . . . 95

Setting up line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Setting the Automated Attendant status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

CallPilot 150 Telephone Administration Guide

Contents

CallPilot default system options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Language availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Group List leading digit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Outdialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Enabling a software authorization code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

External Mailbox Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Chapter 10

Dialing Translation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

About Dialing Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

How the Dialing Translation Table works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Examples of Dialing Translation Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Setting Dialing Translation properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Building a Dialing Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Reviewing entries in the Dialing Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Changing a Dialing Translation Table entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Deleting a Dialing Translation Table entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Chapter 11

Troubleshooting CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

CallPilot error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Chapter 12

CallPilot con figuration tip s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Delayed answering by the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Ringing lines and answer buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Ringing Answer button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Using Call Forward All Calls (CFAC) and Call Forward No Answer (CFNA) . . . . . . . 122

How to set up CallPilot for different businesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

CallPilot for a small business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

CallPilot for a medium business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Feature Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Chapter 13

Default conf iguration values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

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Chapter 1 Getting started with CallPilot

About CallPilot

CallPilot is a versatile business communications tool that you can use to:

• answer incoming calls

• offer callers a selection of options to route their calls or access information

• provide advanced voicemail, Automated Attendant and call handling capabilities

This guide leads a System Administrator through setting up and operating CallPilot on a CallPilot 150 system. You can program CallPilot using any two-line display telephone on your Norstar system. You can also use the web-based CallPilot Manager to set up and operate CallPilot.

CallPilot features

CallPilot includes:

Voicemail

Records messages and stores them in a mailbox for easy retrieval. Business telephones on your system can have their own mailbox and greeting. Information can be distributed quickly to departments and workgroups.

Automated Attendant

Answers your business calls promptly, 24 hours a day, with a Company Greeting. Callers can direct their own calls by using the Company Directory.

Custom Call Routing (CCR)

Enhances the Automated Attendant menu with customized menus and information messages. With CCR you can determine the menu options and record the voice prompts that guide callers along call paths.

CallPilot 150 Telephone Administration Guide

8 Chapter 1 Getting started with CallPilot

CallPilot options

CallPilot has two options to enhance your office communications. You need a software authorization code to enable a CallPilot option. Contact your vendor if you want to trial or purchase a software authorization code.

CallPilot options are:

Message Networking

Message Networking links the CallPilot system with other voicemail systems and allows the exchange of v oi ce messa ges between u sers a t different sit es. Call Pilot suppor ts Digi tal ne tw orki ng and Audio Messaging Interchange Specification (AMIS) networking. For information about Message Networking refer to the CallPilot Message Networking Set Up and Operation Guide.

Call Center

CallPilot is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origi n of th e call , the de stina tion o f the c all, o r the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to diff er ent g rou ps or skil ls et s of agents, transfer out of th e sys te m, leave a message, and hear announcements or informative messages. For information about Call Center refer to the

Nortel Networks Call Center Set Up and Operation Guide.

For CallPilot 150, you have the option of choosing either CallPilot or Call Center as your primary application.

Desktop Messaging

With Desktop Messaging subscribers can access their CallPilot mailbox from their personal computer. Subscribers can manage all of their voice messages from one graphical interface.

P0919416 03

How to get help

USA and Canada

Authorized Distributors - ITAS Technical Support

Telephone:

1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#.

Website:

http://www.nortelnetworks.com/itas/

email:

naitas@nortelnetworks.com

Presales Support (CSAN)

Telephone:

1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063#

Chapter 1 Getting started with CallPilot 9

EMEA (Europe, Middle East, Africa)

Technical Support - CTAS

Telephone:

00800 800 89009 or 33 4 9296 1341

Fax:

33 49296 1598

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support - CTAS

Telephone: 1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support - CTAS

Telephone:

+61 388664627

Fax:

+61 388664644

email:

asia_support@nortelnetworks.com

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10 Chapter 1 Getting started with CallPilot

P0919416 03

Chapter 2 Using CallPilot

Who can use CallPilot

CallPilot can be used by outside callers and mailbox owners (subscribers) in your company. Subscribers at your office can use CallPilot from any display telephone that is connected to your telephone system. Subscribers outside your office can use CallPilot from any tone dial telephone.

Incoming calls from a rotary dial telephone are transferred to your company receptionist or designated operator. If an operator is not available, the call transfers to the General Delivery Mailbox.

System timeout

If you pause longer tha n 2 min utes when you program CallPil ot, the syste m times out and end s the session. This is a safety feature that p revents unauthori

zed use of the system.

For example, if the system times out before you enter all the settings for a mailbox, you must use the procedures in “Changing a mailbox” on page 32 to finish setting up the mailbox.

Using CallPilot with a two line display telephone

You cannot use a single line display telephone to set up and administer CallPilot. You must use a two line display telephone. Two line display phones sh ow CallPilot commands and options. A two line display can show up to three display options at once. In some instances, an option does not have a corresponding display button, and you must select the option by pressing buttons on the diapad.

While you program CallPilot, at any time, you can press • to go back to the previous selections.

An example of a two line display

Display command line Display button options

Display buttons

Pswd: OTHR RETRY OK

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12 Chapter 2 Using CallPilot

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 £ or press another button. When you press another button, the cursor advances and the display shows the first character on the new button.

press the

A B C 2 a b c

J K L 5 j k l

ﬁ

T U V 8 t u v

Q Z Zero q z

‚

display button.

BKSP

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 the displayed letter and,

(comma)

The display can show up to 16 characters. Whether the prompt remains on the display depends on the type of prompt that is displayed.

Pswd:1111 OTHR RETRY OK

This is an example of a disp lay with fewer than 16 characters, where the command line prompt remains on the display.

Name: RETRY BKSP OK

P RETRY BKSP OK

PARTRIDGE RETRY BKSP OK

The prompt disappears for these command line prompt s:

•Name:

•Log:

•Dest ph:

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This display shows the Name: command line prompt.

When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name Partridge, you press the pad ‡ for P, and the display drops the Name: prompt.

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

Chapter 2 Using CallPilot 13

Symbols and conventions used in this guide

These conventions and symbols are used to represent the Business Series Terminal display and dialpad.

Convention Example Used for

Word is in a special font (in the top line of the display)

Underlined word in capital letters (on the bottom line of a two line display telephone)

Dialpad buttons

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

≤ ƒ

button

≥

Pswd:

PLAY

Command line prompts on display telephones.

Display option. Available on two line display telephones. option on the display to proceed.

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

M7100, M7208, M7310, M7324

Press the button directly below the

M7100N, M7208N, M7310N, M7324N

Volum e C o n tr o l

Release

√ √

® ®

You can enter ≤, ƒ or

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

≤·°⁄ to access your mailbox.

The T7100 works differently from other telephones on your system because it does not have line buttons. Where ot her tele phones requi re that you s elect a line b ut ton to answer a call, on the T7100 terminal you pick up t he handset . Where other t elephones require y ou to selec t a line b utt on to tak e a call off hold, you press the

On T7100 terminals, you can answer a second call by pressing

button 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.

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14 Chapter 2 Using CallPilot

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Chapter 3 CallPilot mailboxes

About installing mailboxes

You install mailboxes by enabling a software authorization code. The software authorization code enables the number of mailboxes that you can add to CallPilot. On CallPilot 150 you can have a maximum of 200 subscriber mailb oxes. Re fer to “Enabling a software authorization code” on page

103 for information on how to enable software authorization codes.

System Administrator Mailbox

The System Administrator Mailbox:

• is reserved for the System Administrator

• is created automatically when the system is initialized for the first time

• is where you send Broadcast Messages from

Only the System Administrator can access the System Administrator Mailbox. Remember to check this mailbox for messages.

Warning: Change the System Administrator password as soon as possible to minimize the risk of unauthorized activity.

Default System Administrator Mailbox number and password combinations For a mailbox

number length of...

2 12 0000 120000

3 102 0000 1020000

4 1002 0000 10020000

5 10002 0000 100020000

6 100002 0000 1000020000

7 1000002 0000 10000020000

the default System Administrator Mailbox number is...

and the default System Administrator Mailbox password is...

so the combined mailbo x number and password is...

The default Class of Service for the System Administrator Mailbox is 7. You can change the Class of Service any time. For information on cha nging the Cl ass of Service, refer to “Changing a

mailbox” on page 32.

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16 Chapter 3 CallPilot mailboxes

General Delivery Mailbox

The General Delivery Mailbox is your company mailbox. It is created automatically when the system is initialized for the first t ime. The General Delivery Mailbox stores me ssa ges fr om cal ler s when the Operator is not available, from callers who use a rotary dial telephone, and when a mailbox is full.

Usually the receptionist or designated Operator checks for messages in the General Delivery Mailbox.

Warning: Change the General Delivery Mailbox password as soon as possible to minimize the risk of unauthorized activity.

Default General Delivery Mailbox number and password combinations For a mailbox

number length of...

2 10 0000 100000

3 100 0000 1000000

4 1000 0000 10000000

5 10000 0000 100000000

6 100000 0000 1000000000

7 1000000 0000 10000000000

the default System Administrator Mailbox number is...

The default Class of Service for the General Delivery Mailbox is 1. You can change the Class of Service any time. For information on changing the Class of Service, refer to “Changing a mailbox”

on page 32.

The General Delivery Mailbox can receive messages before it is initialized, but you must initialize it before you can retrieve messages from it. For information about initializing mailboxes, refer to

“Initializing a mailbox” on page 24.

Subscriber mailboxes

and the default System Administrator Mailbox password is...

so the combined mailbo x number and password is...

Create a Subscriber mailbox for each person in your organization who needs to be able to receive messages.

A Subscribe r mailbox mus t be initialized by the mailbox owner before it can receive voice messages. Until a ma il box is initialized, i t cannot recei ve voi ce messages, it does not a ppear in the Company Dire ctory, and any calls that are directed to it are rerouted to the General Delivery Mailbox. Tell subscribers to change their mailbox password as soon as they initialize their mailbox.

P0919416 03

Guest mailboxes

Create Guest mailboxes for people who do not have an operating extension but require a mailbox. A Guest mai lbox must be initialized by the mailbox owner before it can receive messages.

When you create Guest mailboxes, assign mailbox numbers that begin with the same digit. This identifies the mailbox type. Create Guest mailbox numbers that begin with a digit that is different than the Subscriber mailbox numbers. For examp le , i f Subscriber mailbox numbe rs start with two, Guest mailboxes can start with the number four.

When to use Guest mailboxes

Guest mailboxes can provide a temporary employee with CallPilot services, give clients access to internal messaging and call routing, and let customers leave telephone orders.

You can use Guest mailboxes to:

• take personal catalog shopping orders

• list classes or seminars and let callers register by telephone

• give frequent cu stomers access to CallP i lot services

Chapter 3 CallPilot mailboxes 17

Using a Guest mailbox for telephone registration

This example shows how to set up a Guest mailbox with announcement and order-taking capabilities. When you provide services that let a customer call into a mailbox, include the mailbox number in the greeting. This lets a caller transfer directly to the mailbox.

To use a Guest mailbox to provide telephone registration, you must first determine a mailbox number. Make sure that the Guest mailbox number is unique and is not assigned to any display telephone extension. Next, record the mailbox greeting. For example:

“This month we are pleased to provide the following courses: Jazz Dancing Made Easy, Intermediate Jazz Dancing, Warming Up for that Big Performance, and Be gi nner Ba llet . If y ou are interested in any of these courses, please leave your name and telephone number after the tone. One of our instructors will contact you with more information.”

You can include the time and date the classes are being offered. This example is applicable to Guest mailboxes that are used for taking orders.

After you record the announcement, record a Company Greeting that tells callers about the mailbox is available. For example:

“Good Morning. This is On Your Toes Dance School. To reach the dance studio, press ›ﬂ. To register for our fall classes, press ¤°. To reach our receptionist, press ‚.”

Note: The number 46 in this example is an operating telephone extension and the number 28 is the Guest mailbox.

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18 Chapter 3 CallPilot mailboxes

Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the extensions. If you must use the same leading digit, ensure the Guest mailbox numbers are “out-of-range” extension numbers. To test if an extension is out-of-range, dial it from another extension. If the number is out-of-range, the display shows not out-of-range but does not have a set plugged into the corresponding port, the display shows

Not in service

You must assign a Cl ass of Service to the Guest mailbox. When you assign a Cl ass of Service to a Guest mailbox used as a n order mai lbox, c hoose a Class of Ser vice that h as the maximum mai lbox greeting and message time available. Refer to “Mailbox Class of Service” on page 19.

Information mailboxes

Information mailboxes play an informative message to callers who access it. An Information mailbox must be initialized before it can play an information message. Callers cannot leave messages in Information mailboxes. Information mailboxes do not have operating extensions. For more information about Information messages refer to “Information mailbox messages” on page

87.

Informati on mailboxes are maintaine d by the Syst em Administrator or a mail box owner.

Invalid number

. If the number is

You can use Information mailboxes to:

• announce sales

• provide product lists

• announce special events

A caller is disconnected automatically after listening to an Information mailbox. Information mailbox Greetings can be recorded by you or by the person assigned the Information mailbox.

To let callers know about your company’s Information mailboxes:

• Advertise the Automated Attendant main number, and record a Company Greeting that mentions the Information mail box ser vices.

• Provide a list of your company’s Information mailboxes in brochures and telephone directory advertising.

• Mention the Information mailboxes in the Company Greeting if your company has a small number of Information mailboxes, such as three or four. Use Custom Call Routing (CCR) if you have a large number of Information mailboxes.

• Assign the Operator as the transfer point for all Information mailbox inquiries. Record a statement in the Company Greeting that tells callers to press zero to reach company information. F or e x ample, “Good Aft ernoon . This is On Your Toes Dance Studio. To reach our

studio, pr es s ›ﬂ. To listen to one of our special announcements, press ‚ to reach the Operator.”

When a caller presses zero, have the Operator provide a list of the Information mailboxes and transfer the caller accordingly.

P0919416 03

Mailbox Class of Service

Class of Service (COS) values reduce the amount of programming you do when you add a mailbox. In stead of entering values for several fea tures, you ca n select the COS appropriate for a mailbox. You enter the COS when you add the mailbox and the system uses the associated values.

The COS tables, shown in “Class of Service values” on page 20 have preset values. If you use the web-based CallPilot Manager you can change individual COS values to meet the needs of your company. For more information about using CallPilot Manager to edit Classes of Service, refer to the CallPilot Manager Set Up and Operation Guide.

Class of Service features

Chapter 3 CallPilot mailboxes 19

Prompt language

Mailbox message time

Message length

Message retention period

Greeting length Off-premise Message

Notification Retry intervals

Number of attempts

Outbound Transfer

Incorrect password attempts

If you select bilingual operation, Classes of Service 1, 3, 5, 7, 9, 11, 13, 15 use the Primary Language, and Classes of Service 2, 4, 6, 8, 10, 12, 14, 16 use the Alternate Language.

The total message time available to a mailbox. The maximum message time is 180 minutes. Mailboxes have a Never Full feature that lets a caller leave a message in a “full” mailbox. The message is stored in the mailbox, but cannot be played, copied or saved until a saved message is deleted.

The maximum length of an incoming message. Message length is from 1 to 30 minutes.

The number of days messages are saved in a mailbox. Message retention period is from one to 365 days or 0 = indefinitely.

The maximum length of a mailbox greeting. Greeting length is from 1 to 30 minutes.

Redirects messages to another extension, telephone number or pager. Dialing restrictions that apply to outdial lines apply to Off-premise Message Notification.

For Off-premise Message Notification, the minutes between attempts to notify the recipient of a new or urgent message. The retry interval is from 1 to 120 minutes.

For Off-premise Message Notification, the number of attempts the system makes to notify the recipient of a new or urgent message. The number of attempts is from 1 to 20.

Lets a caller who reaches a mailbox transfer to an external telephone number or an extension.

The maximum number of incorrect password attempts before a mailbox owner is locked out of their mailbox. The incorrect password attempts are from 4 to 20.

Password Expiry

Networking

Target Attendant

Call Record

User Interface

The maximum length of time a mailbox password is active. The password expiry is from 1 to 365 days or 0 = never expire.

If the Message Networking option is installed, lets callers send messages to mailboxes at various sites on a communication network.

Lets subscribers set up a Personal Target Attendant. Otherwise, callers are directed to the Target Attendant specified in the Greeting Table.

Lets subscribers use the Call Record feature. With Call Record (≤ subscriber can record an active telephone call. The recorded message is placed in the subscriber’s mailbox.

The user interface used for the mailbox. There are two mailbox UI choices: Norstar Voice Mail (NVM) and CallPilot (CP).

·°·

) a

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20 Chapter 3 CallPilot mailboxes

Class of Service values

Class of Service 12345678

Prompt language PAPAPAPA

Mailbox message time (in minutes) 15 15 15 15 5 5 20 20

Message length (in minutes) 33773322

Message retention period (in days) 30 30 0 0 7 7 15 15

Greeting length (in minutes) 1111111010

Off-premise Message NotificationYYYYNNYY

Retry intervals (in minutes) 5 5 10 10 15 15 30 30

Number of attempts 33557799

Outbound Transfer YYYYNNYY

Incorrect pswd attempts 99996644

Password expiry (in days) 9090909060603030

Networking* YYYYNNYY

Target Attendant YYYYNNYY

Call Record NNNNNNNN

Mailbox UI The interface selected from the Installation Wizard as the primary interface.

Class of Service 9 10 11 12 13 14 15 16

Prompt language PAPAPAPA

Mailbox message time (in minutes) 10 10 30 30 120 120 120 120

Message length (in minutes) 3377101022

Message retention period (in days) 365 365 60 60 90 90 45 45

Greeting length (in minutes) 11223355

Off-premise Message Notification Y Y N N Y Y Y Y

Retry intervals (in minutes) 5 5 10 10 15 15 30 30

Number of attempts 33557799

Outbound Transfer Y Y N N Y Y Y Y

Incorrect pswd attempts 99996644

Password expiry (in days) 9090909060603030

Networking* Y Y N N Y Y Y Y

Target Attendant Y Y N N Y Y Y Y

Call Record NNNNNNNN

Mailbox UI The interface selected from the Installation Wizard as the primary interface.

* If the Message Networking option is installed. 0 = indefinite; never expire, P = Primary Language, A = Alternate Language

P0919416 03

Mailbox properties

Apart from mailbox Class of Service settings, you can change these mailbox properties:

• Company Directory

• Message Waiting Notification

• Outdial ro ute

• Alternate extensions

• Express Messaging Line

• Call Screening

Mailbox properties are not included in a Class of Service. When you add a mailbox, you can change these options without changing the Class of Service.

Company Directory

The Company Directory is an internal list that contains the names of mailbox owners with initialized mailboxes who are assigned to the directory.

When you add a mailbox, you determine whether the mailbox appears in the Company Directory. Even if you do not include a mailbox in the Company Directory the mailbox owner must still record their name when they initialize their mailbox.

Chapter 3 CallPilot mailboxes 21

Message Waiting Notification

Message Waiting Notification gives subscribers a visual indication on their telephone display that they have new messages. Message Waiting Notification displays subscriber’s display telephone when they have a message.

Message Waiting Notification is enabled by default. When you create Guest Mailboxes, do not enable Message Waiting Notification. Guest Mailboxes do not have an operating extension.

Message for you

on a

Outdial route

The Outdial route determines which line or line pool the system uses when a subscriber uses:

• the Reply feature to reply to a message left by an external caller

• Off-premise M essage Noti fica tion

• Outbound Transfer

The default for Outdial route is None. The values available are None, Line, Pool or Route. Until you assign a line or line pool as the Outdial route for a mailbox, the mailbox owner can use the Reply feature to repl y to calls from int ernal e xtensi ons onl y, Off-premise Message Noti f icat ion fo r internal extensions only and Outbound Transfer for internal extensions only.

When you assign an Outd ial r out e, t he dialing is done by the extension the sy st em is connected to, not by the display telephone.

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22 Chapter 3 CallPilot mailboxes

You can apply dialing restrictions to display telephones and the extensions connected to the system. For more information on restricting outdialing refer to “Restricting outdialing” on page

23.

If you set the Outdial route to anything but None, there is a potential for unauthorized long-distance dialing. You can prevent this by creating outdialing restrictions.

Alternate extensions

You can assign up to two alternat e exte nsions to e ach Subsc riber Mail box. If a cal ler dial s the main extension (the mailbox that has alternate extensions assigned), the call rings at the main extension only.

Note: The exception to this is if alternate extensions are assigned an Answer DN for the main extension. Answer DNs are assigned to extensions in system programming. For more information refer to your system documentation.

Only extensions that do not have a mailbox assigned can be used as an alternate extension. There are no default alternate extensions for Subscriber mailboxes.

Alternate e xte nsions receive the same Me ss age Waiting Indication and Caller Display informati on as the primary extension. Subscribers can use the Open Mailbox feature (≤·°⁄) from alternate extensions to access messages from their primary extension.

Subscribers can use the Interrupt feature (≤·°‡) on an alternate extension the same way the same way they use ≤·°‡ on a primary extensio n.

Express Messaging Line

When you create a Subscri ber mai lbox, you can assi gn an Express Messagi ng Lin e to it. Inst ead of assigning an extension number to the Subscriber mailbox, assign an Express Messaging Line. If you assign an Express Messaging Line, voice calls are left in the Subscriber Mailbox without ringing at the set. Inform the subscriber that they should frequently check their mailbox for messages because they do not receive Message Waiting Notification.

The line used for Express Messaging must be between 1 and 500. Give the corresponding seven digit phone number associated with the line you assign as the Express Messaging Line to the subscriber. For example, if line 20 is the Express Messaging Line and the corresponding phone number is 555-2424, give this phone number to the subscriber. After you assign a line to a mailbox, you cannot use the line for another function until you remove it from the mailbox.

The prime set for the Express Messaging Line must be set to the voicemail DN. For more information refer to your system documentation. The Express Messaging default is none.

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Call Screening

Call Screening lets sub scribers determine who is calling befo re they accept a ca ll. Call Screening is useful if there is no Caller ID available. The system records the caller’s name, calls the subscriber’s telephone, announces the name of the caller and offers options such as accepting the call or taking a message.

Call Screening applies to external calls dialed by callers using the extension dialing facilities of the Automated Attendant or Custom Call Routing (CCR). Call Screening does not apply to internal calls, or e xt er nal calls routed usi ng a CCR Transfer node or place d t o a mailbox o wn er ’s dedicated line. If a caller is calling from a line for which the mailbox owner has recorded a Personal Mailbox Greeting, Call Screening is bypassed and the call transfers without delay.

If Call Screening is enabled, CallPilot calls a mailbox owner’s telephone that is call forwarded.

The default for Call Screening is No, which means that unless subscribers have Calling Line Identification (CLID) they cannot determine who is calling before they answer the call.

Restricting outdialing

Chapter 3 CallPilot mailboxes 23

You can apply dialing restrictions to Nortel Networks Business Series Terminals and the extensions connected to CallPilot 150.

To restrict outdialing

Do one of the following:

• In system programming, assign dialing restrictions to the extension numbers that CallPilot is connected to. This restricts all outdialing calls including external transfers from CCR trees, Off-premise Message Notification and Outbound Transfers. Outdialing is done by the extension that CallPilot is connected to. For more information refer to your system documentation.

• In system programming, assign dialing restrictions to the extension of the subscriber. For additional information, refer to your system documentation.

• In system programming, assign dialing restrictions to the lines used for outdialing. For additional information, refer to your system documentation.

CallPilot 150 Telephone Administration Guide

24 Chapter 3 CallPilot mailboxes

Initializing a mailbox

Initializing a mailbox prepares the mailbox to receive messages. A mailbox cannot receive and store messages and do es not appea r in the Company D irectory until it is initialized.

Initializing a mailbox involves:

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

• changing the default password to the new password

• recording the mailbox owner’s name in the Company Directory

To initialize a mailbox

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

Record name: RETRY OK

Accept name: RETRY PLAY OK

1 Press

≤·°⁄.

2 Log on by following the voice prompts. 3 This display appears briefly to indicate that you must change your

password.

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

start with zero. Press OK

5 Reenter your new mailbox password and press OK

or £.

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

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

7 Press OK

or £ to end the recording.

or £ to accep t the recording or press PLAY

or ⁄ to listen to the recording or press RETRY

or ¤ to re-record your name.

P0919416 03

8 Press ® to end the session.

Chapter 4 Working with mailboxes

Adding a Subscriber mailbox

Assign all Subscrib er mailbox es mailbox n umbers that b eg in with the same digit . This helps you to identify the mail box type . If th e sy stem ti mes out b efore you e nter a ll the v alu es f or a mai lbox, us e the procedures in “Changing a mailbox” on page 32 to finish setting up the mailbox.

To add a Subscriber mailbox

Log: QUIT RETRY OK

Admin

AA OTHR

MBOX

Mailbox Admin

DEL CHNG

ADD

Mbox: RETRY QUIT

Type:subscriber NEXT OK

Ext: RETRY OK

Service class: RETRY OK

Name: RETRY BKSP OK

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press MBOX

3 Press ADD

4 Enter the mailbox number.

5 Press OK

6 Enter the extension nu mb er.

7 Enter a Class of Service from 1 to 16.

8 Enter the mailbox o wner’s last name, press ££, enter the mailbox

owner’s first name or initial, and then press OK

The name can be a maximum of 16 characters.

For information on entering names using the telephone dialpad, refer to “Using the dialpad” on page 12.

Directory? YES NO

Msg waiting? YES NO

Outdial: <none> CHNG NEXT

9 Press YES

if you want the Subscriber’s name to be included in the

Company Directory.

10 Press YES

if you want the Subscriber to have Message Waiting

Notification.

11 Press NEXT

or press CHNG

if you do not want to assign outdialing and go to step 15

CallPilot 150 Telephone Administration Guide

26 Chapter 4 Working with mailboxes

Outdial: <line> CHNG NEXT

xxxx: RETRY OK

Accept: x RETRY OK

Alt1 ext:(none) CHNG NEXT

Alt1 ext: RETRY OK

Alt1 ext: xx CHNG NEXT

Alt2 ext: (none) CHNG NEXT

12 Press NEXT

if you want to use a line or press CHNG

13 Enter the Line or Pool number and press OK

if you want to use a line within a line pool.

. Line numbers must be between 1 and 500. Although line pools are labelled by a letter such as A, B or C, CallPilot accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on.

14 Press OK

15 Press CHNG

if you want to assign an Alternate extension or press NEXT

if you do not want to assign an Alternate extension and

go to step 21.

16 Enter the Alternate extension and press OK

17 Press NEXT

18 Press CHNG

if you want to assign another Alternate extension

or press NEXT

and go to step 21. This display does not appear unless you assigned an Alternate extension.

Alt2 ext: RETRY OK

Alt2 ext:xx CHNG NEXT

Msg line: (none) CHNG NEXT

Msg line: RETRY OK

Msg line: xx CHNG NEXT

Xfers:blind CHNG NEXT

Mailbox Admin ADD DEL CHNG

P0919416 03

19 Enter the second Alternate extension and press OK

20 Press NEXT

21 Press CHNG

to assign an Express Messaging Line

or press NEXT

and go to step 24.

22 Enter an Express Messaging Line number between 1 and 500

and press OK

23 Press NEXT

24 Press N

EXT

or press CHNG

if you want to enable Call Screening.

25 Press ® to end the session.

Adding a Guest mailbox

Assign all Guest mailboxes mailbox numbers that begin with the same digit. This helps you to identify the mailbox type.

To add a Guest mailbox

Chapter 4 Working with mailboxes 27

Log: QUIT RETR Y OK

Admin MBOX AA OTHR

Mailbox Admin ADD DEL CHNG

Mbox: RETRY QUIT

Type:subscriber NEXT OK

Ext: RETRY OK

Service class: RETRY OK

Name: RETRY BKSP OK

1 Press

≤·°‹.

Enter the System Administrator mailbox number and password, and then press OK

2 Press MBOX

3 Press ADD

4 Enter the Guest Mailbox number.

5 Press OK

6 Press OK

or £.

7 Enter a Class of Service from 1 to 16.

8 Enter the mailbox o wner’s last name, press ££, enter the mailbox

owner’s first name or initial, and then press OK

For information on entering names using the telephone dialpad, refer to “Using the dialpad” on page 12.

Directory? YES NO

Msg waiting? YES NO

Outdial:<none> CHNG NEXT

Mailbox Admin ADD DEL CHNG

9 Press YES

if you want to include the mailbox owner’s name in the

Company Directory.

10 Press NO

11 Press •.

12 To add another Guest Mailbox, repeat steps 3 through 11

or press ® to end the session.

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28 Chapter 4 Working with mailboxes

Adding an Information mailbox

Assign all Information mailboxes mailbox numbers that begin with the same digit. This helps you identify the mailbox type. Assign a Class of Service that ha s the maximum message length. To accommodate an average Information Mailbox recorded message, assign a Class of Service of either 7 or 8. These Classes of Service have a greeting length of 10 minutes.

To add an Information mailbox

Log: QUIT RETR Y OK

Admin MBOX AA OTHR

Mailbox Admin ADD DEL CHNG

Mbox: RETRY QUIT

Type: subscriber NEXT OK

Type:information NEXT OK

Service class: RETRY OK

Name: NEXT BKSP OK

Directory? YES NO

1 Press

≤·°‹.

Enter the System Administrator mailbox number and password, and then press OK

2 Press MBOX

3 Press ADD

4 Enter the In formation Mailbox number.

5 Press NEXT

6 Press OK

7 Enter a Class of Service from 1 to 16.

8 Enter the mailbox name and press OK

. For information on entering names using the telephone dialpad, refer to “Using the dialpad” on page 12.

9 Press YES

if you want to include the mailbox name in the Company

Directory.

Mailbox Admin ADD DEL CHNG

P0919416 03

10 Repeat steps 4 through 10 to add another Information Mailbox

or press ® to end the session.

Adding many mailboxes

You can save time by crea ti ng mul ti pl e mai lbo xes when you set up CallP il ot 150 for the fir st ti me, or when you need to add a large number of mailboxes to the CallPilot system. Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you define. You must use extensions th at ar e not alr ea dy ass ign ed to mailboxes. You can add mailboxes only for the amount of working telephone numbers that have specific extensions on your system.

To make the most effective use of adding multiple mailboxes, identify people who need a non-standard Subscriber mailbox. Create these mailboxes individually. Use Add Many Mailboxes to add the rem aining mailboxes.

The mailboxes you create using Add Many Mailboxes have these characteristics:

• the mailbox number is the same as the extension number

• Class of Service is the same for all mailboxes

• the Call Screening setting is the same for all mailboxes

• the mailbox name is taken from the extension names assigned on your system. If extension names are not programmed, the mailbox number is used

• the Message Waiting Notification property is the same for all mailboxes

• the Outdial route is the same for all mailboxes

• the Display in Directory propert y is the same for all mailb oxes

Chapter 4 Working with mailboxes 29

The mailboxes created are uninitialized and ready for initialization by mailbox owners.

A mailbox is not created if:

• a mailbox w ith the same number already exists

• the extension is used by another mailbox

• the extension is a CallPilot voice port

To add multiple mailboxes

Log: QUIT RETR Y OK

Admin MBOX AA OTHR

Create mboxes

From ext: RETRY QUIT

To ext: RETRY QUIT

1 Press

2 Press ﬂﬂ.

3 This display appears briefly.

4 Enter the extension number to start creating mailboxes from.

5 Enter the extension number to stop creating mailboxes at.

≤·°‹.

Enter the System Administrator mailbox number and password, and then press OK

This option does not appear as a display button option.

CallPilot 150 Telephone Administration Guide

30 Chapter 4 Working with mailboxes

Service class: RETRY OK

Outdial: <none> CHNG NEXT

Outdial: <line> CHNG NEXT

xxxx: RETRY OK

Accept: x RETRY OK

Xfers:blind CHNG NEXT

Proceed? YES

QUIT

6 Enter a Class of Service from 1 to 16.

7 Press NEXT

if you do not want to assign outdialing and go to step 11 or press CHNG

8 Press NEXT

if you want to use a line or press CHNG

9 Enter the Line or Pool number and press OK

if you want to use a line within a line pool.

10 Press OK

11 Press NEXT

or press CHNG

12 Press YES

to enable Call Screening for the mailboxes.

Checking xx

Created x mbox OK

13 The display shows the numbers of the mailboxes that are being

created.

14 Press OK

to end the session.

P0919416 03

About mailbox passwords

Each mailbox is protected by a password established by the mailbox owner. When you add a mailbox to CallPilot Manager, the password 0000 is assigned. This is the default password.

To use a mailbox, a mailbo x owner must change the def ault password. The ne w pas sword must be four to eight digits in length and cannot start with a zero.

If a mailbox owner cannot remember the password, you can reset the password to the default password 0000. Refer to “To change a mailbox” on page 32.

Warning: Change the System Administrator password frequently to minimize the risk of unauthorized activity.

Incorrect password lock-out

In its Class of Service each mailbox is assigned a maximum number of incorrect password attempts. CallPilot records the number of inco rrect attempts from the l ast time the m ailbox was accessed successful ly. If the number is exceed ed, the mailbox o w ner i s “ lo ck ed-out”. The mailbox cannot be opened until the password is reset. Refer to “To change a mailbox” on page 32.

Chapter 4 Working with mailboxes 31

Password expiry

In its Class of Service ea ch mailbo x is assi gned the maximum number of days a pass word r emains active. If the maximum number of days is exceeded, the mailbox password expires. The mailbox owner can o pen t he mailbox, but c annot access messages or pe rf orm ot he r mailbox functions unt il they change the password. Unless the telephone has a two-line display, this announcement plays when the mailbox is opened after the password expires:

“Your current password has expired. You must change your password. Please enter your new password and press £.”

After the new password is entered the mailbox returns to normal operation.

Warning: Set the Class of Ser vice for p asswo rd ex piry to a lo w value so that mai lbox owners must changed their password frequently. A mailbox with a Class of Service with a high or indef inite passw ord e xpiry interval setti ng is vulne rable t o unau thorized access.

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32 Chapter 4 Working with mailboxes

Changing a mailbox

After you add a mailbox, you can change the mailbox:

• password

•extension

• Class of Service

•display name

• appearance in the Company Directory

• Message Waiting Notification

• outdial route

• Alternate extension

• Express Messaging Line

• Call Scree ning

Note: Reset a password only if the mailbox owner forgets it or is “locked-out”. The password for a rese t mailbox is 0000. Mail box ow ners cannot acces s their messages until they change the default password. After you reset a mailbox password, tell the mailbox owner to change the default password as soon as possible. While the mailbox has the default password, the mailbox is vulnerable to unauthorized access.

To change a mailbox

Log: QUIT RETR Y OK

Admin MBOX AA OTHR

Mailbox Admin ADD DEL CHNG

Mbox: DIR QUIT

Password RESET NEXT

Password reset

Password RESET NEXT

1 Press

Enter the System Administrator mailbox number and password, and then press OK

2 Press MBOX

3 Press CHNG

4 Enter the mailbox number or press DIR

Directory.

5 If you want to change the password press RESET

or press NEXT

6 The password is reset.

7 Press NEXT

or press ® to end the session.

≤·°‹.

to use the Company

to change other mailbox settings and go to step 8.

to change other mailbox settings

P0919416 03

Chapter 4 Working with mailboxes 33

Ext: xx CHNG NEXT

Ext: xx RETRY QUIT

Service class:x CHNG NEXT

Service class: x RETRY OK

<mbox owner name> CHNG NEXT

xxxxx, xx RETRY BKSP OK

xxxxx, xx CHNG NEXT

8 If you want to change the extension number, press CHNG

or press NEXT

9 Enter the new extension number and press NEXT

and go to step 10.

10 If you want to change the Class of Service, press CHNG

or press NEXT

11 Enter a Class of Service from 1 to 16 and press NEXT

and go to step 12.

12 If you want to change the mailbox owner’s display name press CHNG

or press NEXT

and go to step 15.

13 Enter the mailbox owner’s last name, press ££, enter the

mailbox owner’s first name or initial, and then press OK

. For information on entering names using the telephone dialpad, refer to “Using the dialpad” on page 12.

14 Press NEXT

Directory:Y CHNG NEXT

CHNG NEXT

Msg waiting:Y CHNG NEXT

Outdial: <xxxx> CHNG NEXT

15 If you want to change whether the mailbox owner’s name is

included in the Company Directory, press CHNG or press NEXT

16 Press NEXT

and go to step 17.

17 If you want to change message waiting notification for the mailbox

press CHNG or press NEXT

18 Press CHNG

if you want to change the outdial meth od or press NEXT

19 Press NEXT

and go to step 27.

if you want to use the outdial method shown on the display or press CHNG

if you want choose another outdial method.

CallPilot 150 Telephone Administration Guide

34 Chapter 4 Working with mailboxes

xxxx: RETRY OK

Accept: x RETRY OK

Alt1 ext: xx CHNG NEXT

Alt1 ext: RETRY OK

Alt1 ext: xx CHNG NEXT

Alt2 ext:xxx RETRY OK

20 Enter the Line or Pool number and press OK

. Line numbers must be bet w ee n 1 and 500. Although line pools have a letter such as A, B or C, CallPilot accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on.

21 Press OK

. Steps 22 through 26 appear only if the mailbox has Alternate extensions. If not, go to step 27.

22 If you want to change or delete the first Alternate extension press

CHNG

or if you want to change the sec ond Alternate e xtension press NEXT

and

go to step 25.

23 If you want to delete the first Alternate extension, press £

or if you want to change the Alternate extension, enter the new extension number and press OK

24 Press CHNG

to change the second Alternate extension.

25 If you want to delete the second Alternate extension, press £.

The display shows: Alt2 ext: (none) or if you want to change the second Alternate extension number enter the new extension number and press OK

Alt2 ext appears only if Alternate extension 1 is assigned.

Alt2 ext:xxx RETRY OK

Msg line:xxx CHNG NEXT

Msg line: RETRY OK

Msg line: xx CHNG NEXT

Xfers:blind CHNG

Xfers:screened CHNG N EXT

Mailbox Admin ADD DEL CHNG

P0919416 03

26 Press NEXT

27 Press CHNG

to change or assign an Express Messaging Line or press NEXT

and go to step 29.

28 Enter an Express Messaging Line number between 1 and 500

and press OK

29 Press NEXT

30 Press CHNG

if you want to change the call screening status or press NEXT

31 Press NEXT

and go to step 30. .

32 Press ® to end the session.

Deleting a mailbox

Before you delete a mailbox, ensure the mailbox owner has listened to all their messages. When a mailbox is deleted, all messages stored in that mailbox are deleted and the mailbox is deleted automatically from the Company Directory and all Group Lists.

If you are deletin g a mailbox associat ed with a CCR T ree, mak e sure you remo v e the mail box from the CCR Tree first. If you do not delete the mailbox, the message display.

You cannot delete a mailbox if:

• it is curre ntly in use

• it is used in a CLID table or a CCR Tree

• it is the System Administrator or the General Delivery Mailbox

To delete a mailbox

Chapter 4 Working with mailboxes 35

Mbox in CCR

appears on your

Log: QUIT RETRY OK

Admin

AA OTHR

MBOX

Mailbox Admin ADD DEL

Mbox: DIR QUIT

DEL QUIT

Mailbox deleted

Mailbox Admin ADD DEL CHNG

CHNG

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press MBOX

3 Press DEL

4 Enter the number of the mailbox you want to delete

or press DIR

5 Press DEL

to use the Company Directory.

6 This display appears briefly.

7 Press DEL

to delete additional mailboxes or press ® to end the session.

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36 Chapter 4 Working with mailboxes

About Group Lists

You can create a maximum of 99 Group Lists on your system. Each Group List can contain a maximum of 300 mailboxes. Before you add Group Lists, prepare a group mailbox member list. This list must contain:

• the Group List name – maximum 16 characters long

• the mailbox numbers to include in the group

After you create a Group List, you can change the mailboxes included in the list, record a new list name, view the Group List, or delete the Group List.

About Sending Group List messages

You can send a Group List message whenever you wan t t o not i fy a group of people about an event or notice that pertains to them. When a subscriber sends a message to the Group List, the subscriber does not receive the message.

For instructions on how to send a Group List message to a Voice Group List, refer to the CallPilot Reference Guide.

About Group List Numbers

During system installation, a number from 0 to 9 (default 9) is assigned as the Group List leading digit. For example, the default Group List numbers are 901 to 999. If the leading digit is 5, the Group List numbers are 501 to 599. Group List numbers are three digits long.

You can change the Group List leading digit. For more information on changing the Group List leading digit, refer to “Group List leading digit” on page 98.

The Group List number act s like a mailbox number when you lea v e a message f or the mail boxes i n the Group List. The table below shows two sample Group Lists.

This table shows an example of a Group List

Group List number Name Mailbox number

901 Sales 224

223

233

902 Shipping 227

221

P0919416 03

Adding a Group List

A mailbox must be initialized before you can add it to a Group List. For information on how to initialize a mailbox, refer to “Initializing a mailbox” on page 24.

To add a Group List

Chapter 4 Working with mailboxes 37

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR OTHR

Group List Admin

DEL CHNG

ADD

GList: xxx OK

Record name: RETRY OK

Accept name? RETRY PLAY OK

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press GLIST

4 Press ADD

5 Press OK

CallPilot assigns a Group List number automatically.

6 At the tone, record the Group List name and press OK

to end the recording. This Group List name is played to any caller who leaves a message for the mailboxes in the gr oup.

7 To listen to your recording, press PLAY

or to accept the recording, press OK or to record the name again, press RETRY

Name: RETRY BSKP OK

Mbox: DIR QUIT

xxxx, xx RETRY ADD

Member added

Mbox: DIR QUIT

8 Enter the Group List name (maximum 16 charac ters) and press OK

9 Enter the number of the first mailbox you want to include in the

Group List.

If you do not know the number of the mailbox, press DIR

to search

the Company Directory.

10 Press ADD

11 This display appears briefly.

12 To add additional mailboxes to the Group List, repeat steps 10

through 12 or Press ® to end the session.

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38 Chapter 4 Working with mailboxes

Changing a Group List

At any time you can:

• change a Group List display name

• add, delete or view Group List members

You cannot change a Group List number. To change a Group List number, you must delete the Group List and add new member mailbox numbers as a new Group List. For more information, refer to “Adding a Group List” on page 37.

To change a Group List

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

Group List Admin ADD DEL CHNG

GList: RETRY QUIT

xxxxxxx CHNG NEXT

Name: RETRY BKSP OK

xxxxxx CHNG NEXT

Recorded name: REC PLAY NEXT

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press GLIST

4 Press CHNG

5 Enter the number of the Group List you want to change.

6 To change the Group List name, press CHNG

. or press NEXT

7 Enter the new Group List name and press OK

8 Press NEXT

and go to step 9.

9 To change the recorded Group List name, press REC

or press NEXT

and go to step 12.

Record name: RETRY OK

Accept name? RETRY PLAY OK

P0919416 03

10 At the tone, record the new Group List name and press OK

11 To listen to your recording, press PLAY

or to accept the recording, press OK or to re-record the name, press RETRY

Chapter 4 Working with mailboxes 39

GList members ADD DEL VIEW

Mbox: DIR QUIT

GList members ADD DEL VIEW

12 Press ADD

to add a mailbox number to the Group List or press DEL

to delete a mailbox number from the Group List or press VIEW

to view the members of the Group List.

13 Enter the number of the mailbox you want to add or delete.

14 After you make th e chan ges you w ant t o the make to t he Gro up List ,

press ® to end the session.

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40 Chapter 4 Working with mailboxes

Deleting a Group List

You can delete a Group List at any time. When you delete a Group List, the Group List number is re-assigned by Call Pil ot the next ti me you add a Group List. Dele ting a Group List does not delete any mailboxes from the CallPilot system.

To delete a Group List

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin

CCR OTHR

GLIST

Group List Admin ADD DEL

GList: RETRY QUIT

QUIT

DEL

GList deleted

Group List Admin ADD DEL CHNG

CHNG

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press GLIST

4 Press DEL

5 Enter the number of the Group List you want to delete.

6 Press DEL

7 This display appears briefly.

8 Press ® to end the session.

P0919416 03

Chapter 5 Setting up the Automated Attendant

About the Automated Attendant

The Automated Attendant answers your company’s incoming phone lines with a prerecorded greeting selected from the Greeting Table, according to the time of day.

You can record and assign different greetings to the Greeting Table. You can specify which greetings play for particular lines. For example, you can program the system so that callers hear one greeting when they call the sales line, and a different greeting when they call the customer support line.

After the greeting, the Automated Attendant Menu offers a range of options that callers can select using the dialpad of their phone. If you want to offer a greater range of options and services for incoming calls, you can assign a Custom Call Routing (CCR) menu to play instead of the Automated Attendant Menu. See “Planning and designing a CCR Tree” on page 58 for information on creating a CCR menu.

Automated Attendant answering overview

Incoming call

Receptionist

answers

Custom Call Routing

Home Menu plays

Automated Attendant

answers

Company Greeting

plays

Automated Attendant

Menu plays

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42 Chapter 5 Setting up the Automated Attendant

Greeting Tables

Greeting Tables store the recordings played by the Automated Attendant to incoming callers. CallPilot has four Greeting Tables.

You can record a total of 40 Company Greetings, but only four greetings can be assigned to a Greeting Table at any one time. You can assign the same four greetings to each table, or you can assign unique greetings for each table.

This table shows an example of how you can assign Greetings.

Greeting Type Table 1 Table 2 Table 3 Table 4

Morning Greeting 1 Greeting 5 Greeting 9 Greeting 13

Afternoon Greeting 2 Greeting 6 Greeting 10 Greeting 14

Evening Greeting 3 Greeting 7 Greeting 11 Greeting 15

Non-business Greeting 4 Greeting 8 Greeting 12 Greeting 16

Morning Greeting 17 Greeting 21 Greeting 25 Greeting 29

Afternoon Greeting 18 Greeting 22 Greeting 26 Greeting 30

Evening Greeting 19 Greeting 23 Greeting 27 Greeting 31

Non-business Greeting 20 Greeting 24 Greeting 28 Greeting 32

We recommend using greetings 1 through 16 as your daily business greetings, and greetings 17 through 40 as special greetings.

Each Greeting Table is divided into four times of day.

This table shows the default times of day.

Greeting T yp e Default start times

Morning 12:00 am

Afternoon 12:00 pm

Evening 6:00 pm

Non-business 6:00 pm

If default hours are used, the Evening Greeting is not played. The Non-business Greeting can be turned on and off using the Business Status

feature.

Greeting Tables using the alternate language

If you use primary and alternate languages, we recommend that you assign one Greeting Table to the alternate langu age. Fo r exampl e, if your company has two i ncoming lin es and you w ant to ha v e one line assigned to the alternate language, assign the line to the Greeting Table that has greetings recorded in the al te rna te language. You can record greetings 5, 6, 7 and 8 in the alternate language and assign the greetings to Greeting Table 2 for line 2.

P0919416 03

About Company Greetings

Before you record your Company Gre eting s, decide what type of greet ings you wa nt to use for the incoming phone lines, and what you want the greetings to say. There are four greeting times that reflect the Morning, Afternoon, Evening and Non-business hours. You can prepare four greetings, or you can use the same greeting for each time of day. As you record the greetings, number them from 1 to 4. An example greetings for each time of day:

1 Morning Greeting: “Good morning. You have reached Touchstone Marketing.” 2 Afternoon Greeting: “Good afternoon. You have reached Touchstone Marketing.” 3 Evening Greeting: “Good evening. You have reached Touchstone Marketing.” 4 Non-business Greeting: “You have reached Touchstone Marketing. Our business hours are

Monday to Friday from 8:00 a.m. to 5:00 p.m. Please stay on the line and leave a message. Thank you for calling.”

Greetings 1 through 4 are assigned by default to all Greeting Tables. This means that Greeting 1 plays as the Morning Greeting for Greeting Table 1, 2, 3 and 4.

If you use only one Greeting Table, the numbered greetings you record from 1 to 4 play automatically. You do not have to assign Greetings 1 to 4 to the table, but you must select the language preference.

Chapter 5 Setting up the Automated Attendant 43

If you use a Primary and Alternate Language, record the option · instruction in both languages. For example, if you use English as your Primary Language and French as your Alternate Language, your main greeting can be in English and the option · instruction can be in French. For example:

“Good morning. This is Touchstone Marketing. To use our voice messaging service in French,

please press ·

Since the default Automated Attendant Menu prompt does not announce an Alternate Language option, in your greeting you must tell callers to press · to use the Alternate Language.

Company Greetings can be 0 to 10 minutes in duration. If you need to change the greeting duration, you must cha nge the Class of Ser vice ass igned to the Syste m Administra tor Mailb ox. For information on how to change the setting, refer to “Changing a mailbox” on page 32.

After you decide what you wa nt your gre etings to s ay , practice r ecording th em. Remember to speak slowly and clearly at a pace that is easy to understand.

”

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44 Chapter 5 Setting up the Automated Attendant

Recording a Greeting

Do not use Handsfree to record your company Greetings. Speak directly into the phone handset.

To record a company Greeting

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Auto Atdt Admin GRTG TABLE LINES

Greeting admin GRTG AA

Greeting: RETRY OK

Greeting <X> RETRY PLAY REC

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press AA

3 Press GRTG

4 Press GRTG

5 Enter the number of the Greeting you want to record (from 1 to 40)

and press OK

6 Press REC

. At the tone, record your greeting.

Do not hang up the handset when you are finished recording.

7 Press OK

to end your recording.

8 To listen to the greeting, press PLAY

or to accept the recording, press OK or to re-record the greeting, press RETRY

P0919416 03

Repeat steps 5 through 9 if you want to record another greeting.

9 Press ® to end the session.

Setting up a Greeting Table

To set up a Greeting Table you:

• can record a Custom prompt if you want to replace the Automated Attendant Menu

• assign Greetings for each time of day to the Greeting Tables

• assign a language preference if you use bilingual operation

• assign a Greeting Table Attendant

• assign a CCR Tree

• set your company’s Business Hours

Note: You must build a CCR Tree before you can assign it to a Greeting Table. For information on building a CCR Tree, refer to “Building a CCR Tree” on page 63.

Chapter 5 Setting up the Automated Attendant 45

Custom prompts

Greeting For each Greeting Table you can assign what Greeting plays for each time

Language preference You can set the language preference for each Greeting Table. This setting

Greeting table attendant A Greeting Table Attendant overrides the designated Operator. If the

CCR Tree For each Greeting Table you can assign a CCR Tree for each time of day.

You can record a Custom prompt to replace the Automated Attendant Menu prompt. We recommend that you record prompts that are at least eight seconds long.

In the Custom prompt you can provide the caller with a list of options such as choosing the alternate language, accessing the Company Directory and reaching an operator. You can record a Primary and an Alternate Custom prompt for each Greeting Table.

of day.

determines which language the Automated Attendant uses when answering incoming calls. If the CallPilot bilingual option is not enabled, you cannot set up a language preference.

Attendant does not answer, the call goes to the destination mailbox, or the General Delivery Mailbox if not destination mailbox is assigned.

Assigning a CCR Tree to a Greeting Table is optional. You must build a CCR Tree before you can assign it to a Greeting Table.

If you do not assign a CCR Tree to a Greeting Table the caller hears the greeting you assign and then hears the Auto Attendant menu.

If you assign a CCR Tree to a Greeting Table the caller hears the greeting you assign and then hears the CCR Tree menu.

Business hours Setting the Business Hours determines when each greeting is played for

each Greeting Table. Business Hours are divided into Morning, Afternoon, Evening, and Non-business categories for each of the seven days of the week for each Greeting Table.

To set up the days when your business is not open, set all the start times to 12:00 a.m. This ensures that the Non-business greeting plays throughout the day.

The Non-business greeting can also be turned on and off using the Business Status feature. When the Business Status is set to Off, the Non-business greeting continues to play until you set the Business Status to On.

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46 Chapter 5 Setting up the Automated Attendant

To set up a Greeting Table

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Auto Atdt Admin GRTG TABLE

Grtg table: RETRY OK

AA menu prompt: Y CHNG OK

Prompt: pri PLAY REC

Record prompt: RETRY OK

Accept prompt? RETRY PLAY OK

AA menu prompt:N CHNG REC OK

LINES

QUIT

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press AA

3 Press TABLE

4 Enter a Greeting Table number from 1 to 4 and press OK

5 Press CHNG

6 Press REC

At the tone, record your primary Custom prompt. Speak slowly and clearly, at a pace that is easy to understand.

7 Press OK

8 To accept the recording, press OK

or to re-record the prompt press, RETRY

9 Press OK

Morning:1 CHNG PLAY NEXT

Greeting: RETRY OK

Morning:<x> CHNG PLAY NEXT

Afternoon:2 CHNG PLAY NEXT

Evening:3 CHNG PLAY NEXT

Non-business:4 CHNG PLAY NEXT

Lang pref: pri CHNG NEXT

10 Press CHNG

to assign a new greeting number to this Greeting Table or press NEXT

11 Enter a greeting number from 1 to 40 and press OK

12 Press NEXT

to go to step 13, the afternoon greeting.

13 To continue assigning the Afternoon, Evening and Non-business

Greetings to the Greeting Table, repeat steps 10 through 12 or if you are finish ed assigning Greetings, pr es s NEXT

until you see the

display in step 14 that you can assign a language preference from.

If you do not have the bilingual option enabled, the steps for setting a language preference are not available and you go to step 16.

14 If you want to change the language preference for the Greeting

Table, press CHNG or if you do not want to change the language preference press NEXT

P0919416 03

Chapter 5 Setting up the Automated Attendant 47

Lang pref: alt CHNG NEXT

Atdt: (none) CHNG NEXT

Ext: RETRY QUIT

Atdt: <xx> CHNG NEXT

Morn CCR tree:NO CHNG NEXT

Aftn CCR tree:NO CHNG NEXT

Eve CCR tree:NO CHNG NEXT

NBus CCR tree:NO CHNG NEXT

15 Press NEXT

16 Press CHNG

17 Enter the extension of the Greeting Table Attendant.

18 Press NEXT

To return the Greeting Table Attendant back to extension has been entered, you must press CHNG

19 Press NEXT

after an

none

and then £.

. You must build a CCR Tree before you can assign it to a Greeting Table. For more information, refer to “Building a CCR Tree” on

page 63.

20 Press NEXT

21 Press NEXT

22 Press NEXT

Mo morn:12:00 am CHNG DAY NEXT

Enter hhmm: RETRY AM PM

Mo morn:<8:00>am CHNG DAY NEXT

Mo aftn: 12:00 pm CHNG DAY NEXT

Enter hhmm:<1201> RETRY AM PM

Mon aft: 12:01 pm CHNG DAY NEXT

Mo eve:<06:00>pm CHNG

DAY NEXT

Enter hhmm:<0601> RETRY AM PM

23 Press CHNG

or press DAY

to change the display to the morning of the next day.

24 Enter the Monday Morning start time and

press AM

or PM. This is a four-digit field. Any single-digit hour must be preceded by a zero.

25 Press NEXT

26 Press CHNG

27 Enter the Monday Afternoon start time and

press AM

28 Press NEXT

29 Press CHNG

or PM.

30 Enter the Monday Evening start time and

press AM

or PM.

Mo eve: <0601>pm CHNG DAY NEXT

31 Press NEXT

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48 Chapter 5 Setting up the Automated Attendant

Mo nonb: <600> pm CHNG DAY NEXT

Enter hhmm:<0901> RETRY AM PM

Mo nonb: <09:01> pm CHNG DAY

Tu morn:<12:00am CHNG DAY NEXT

32 Press CHNG

33 Enter the Non-business start time and press AM

34 Press DAY

or PM.

35 Repeat steps 23 through 34 for each day of the week.

36 Press • to return to the

Auto Atdt Admin

display and continue setting up Greeting Tables or press ® to end the session.

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Configuring line answering

CallPilot can answer all of your incoming lines, or just the lines you specify. Before CallPilot can answer an in coming line , you must assign the line and set the An swer status to Yes. Each line you add is answered by Greeting Table 1, unless you specify another table.

To configure how a line is answered

Chapter 5 Setting up the Automated Attendant 49

Log: QUIT RETRY OK

Admin MBOX AA

Auto Atdt Admin GRTG TABLE LINES

Line number: RETRY OK

Line:1 Ans:N

TABLE NEXT

CHNG

Line:1 Ans:AA CHNG TABLE

Line:1 Table:1

RINGS NEXT

CHNG

Grtg table: RETRY OK

Line:1 Table:1 CHNG RINGS NEXT

OTHR

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press AA

3 Press LINES

4 Enter the number of the line you want to configure and press OK

5 Press CHNG

6 Press TABLE

7 Press CHNG

8 Enter a Greeting Table number from 1 to 4 and press OK

9 If you want to continue adding lines, press NEXT

to toggle the Answer status from N to AA.

and repeat steps 5 to 9 or press ® to end the session.

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50 Chapter 5 Setting up the Automated Attendant

Changing line configuration

You can view or change the answer status of any line that is added to CallPilot.

To change or view how a line is answered

Log: QUIT RETRY OK

Admin MBOX AA

Auto Atdt Admin GRTG TABLE LINES

Line number: RETRY OK

Line:1 Ans: N CHNG TABLE NEXT

OTHR

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press AA

3 Press LINES

4 Enter the line number and press OK

5 Use the NEXT

and CHNG buttons to view the assigned lines or change

the answer status.

You can press • to return to step 4 and select a line number without having to go through the entire list.

6 When you are finished viewing and changing lines

press ® to end the session.

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Chapter 5 Setting up the Automated Attendant 51

Assigning the number of rings before CallPilot answers

You can assign the system to answer incoming calls after a specif i ed number of ri ngs. The number of rings ranges from 0 to 12. If you leave the number of rings at zero, the system answers immediately.

For lines equipped with Calling Line Identification (CLID), you must set the number of rings to two or more if you use analog lines. CLID is not provided until just prior to the second ring, so assigning the number of rings to 0 or 1 prevents CLID from being relayed. You do not have to set the number of rings t o two or more for CLID i f you use BRI/PRI lin es. Fo r more inf ormation about the type of lines you use contact your Norstar administrator.

Withou t CLID, personalized g ree ti ngs , CLI D Rout i ng Table and other featur es re lated to CLID do not work.

To assign or change the number of rings

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Auto Atdt Admin GRTG TAB LE LIN ES

Line number: RETRY OK

Line:1 Ans:Y CHNG TABLE NEXT

Line:1 TABLE:1 CHNG RINGS NEXT

Line:1 Rings:0 CHNG ANS NEXT

No of rings: RETRY OK

Line:1 Rings:X CHNG ANS NEXT

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press AA

3 Press LINES

4 Enter the line number and press OK

5 Press TABLE

6 Press RINGS

7 Press CHNG

8 Enter a number of rings from 0 to 12 and press OK

Enter 2 rings or greater if your company subscribes to Caller ID.

9 You can use the NEXT

and CHNG buttons to vi e w the lines and change

the number of rings.

You can press • to return to step 4 and select a line number without having to go through the entire list.

10 Press ® to end the session.

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52 Chapter 5 Setting up the Automated Attendant

Setting up Touchtone Gate

With Touchtone Gate incoming calls can be routed more quickly.

With Touchtone Gate you can have the standard voice prompt play or you can record your own custom prompt. If you choose th e standa rd pro mpt, the f ollo wing p rompt play s after your compa ny greeting: “If you are calling from a tone dial telephone, please press ⁄ now. If you are a pulse

dialing caller or if you are calling from a rotary dial phone, please hold and you will be transferred.”

Note: If you want to use a custom prompt, you must record it before you enable Touchtone Gate. It is recommended that you use Greeting 40 as the custom Touchtone Gate prompt. When Touchtone Gate is enabled, Greeting 40 is the default custom prompt. For more information on recording Greetings, refer to “Recording a Greeting”

on page 44.

When the tone for 1 is recei ved, the call goes to the Auto mate d Atte ndan t or CCR Tree. If no tone is received, the call is sent back to the receptionist or designated Operator specified by the Greeting Table. If the attendant is not available, th e call is directed to the General Delivery Mailbox. If the General Delivery Mailbox is not available, the call is disconnected.

The Touchtone Gate voice prompt is not presented to internal callers or callers who use Feature 981 or Feature 986.

If you disable Touchtone Gate, re-record the Compan y Greeti ng to inclu de “If you are calling f r om

a tone dial telephone, please dial the e xt ens ion number or press £ for the Company Directory. If not, please hold and you will be transferred to the operator.”

To set up Touchtone Gate

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Auto Atdt Admin GRTG TABLE LINES

TT gate:none CHNG OK

TT gate:std CHNG OK

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press AA

3 Enter ⁄.

4 Touchtone Gate is not enabled by default.

Press CHNG

to change to enable Touchtone Gate or to choose a

custom voice prompt.

5 Press OK

to accept the standard voice prompt or. press CHNG

to choose the cus tom voice prompt o r d is abl e Touchtone

Gate.

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Chapter 5 Setting up the Automated Attendant 53

TT gate:custom CHNG NEXT

TT Greeting:40 CHNG OK

Greeting: RETRY OK

TT Greeting: x RETRY OK

6 Press NEXT

to choose the custom voice prompt or press CHNG

7 Press CHNG

to disable Touchtone Gate.

to change the custom voice prompt Greeting number or press OK to accept the custom voice prompt Greeting number and go to step 11.

8 Enter the custom voice prompt Greeting number and press OK

9 Press OK

to accept the new Greeting number.

10 Press ® to end the session.

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About the CLID Routing Table

Set up a CLID Table to control how calls ar e routed b ased on the Caller Id entif icat ion of calle rs. To use a CLID Table, your incoming lines must be equipped with Caller Identification service.

If an incoming call has a CL ID value that matches one of the entries in the C LID Table, the call is directed according to the CLID Routing Table rather than the Greeting Table. After the call is directed, the call disconnects or retu rns to the routing according to the Auto A ttendant status. For more information on the Au to Attendant status refer to “Setting the Automated Attendant status”

on page 96.

You can set up the CLID Routing Table to direct frequent callers to a specific extension or mailbox, CCR Tree or Greeting Table.

A CLID Routing Table can have a maximum of 100 entries. Entries corr esp ond to a unique phone number or a range of numbers. For example, if you enter 4165960196, the system routes an incoming call from this number to a specific destination. However, if you make 416 a table entry, all incoming calls with this prefix are ro uted to a specific destinatio n.

Entries in the CLID Routing Table are sorted in numerical order, from the longest number to the shortest. An incoming call is routed by the longest CLID entry that matches the calling number. For example:

Destination number Table entry Incoming call example

1 313 Incoming number 3148888 is compared to all of

the table entries, and does not match any destination.

2 416598 Incoming number 4165981111 matches

destination 2.

3 416 Incoming number 4169998888 matches

4 5198853895 Incoming number 5198853895 matches

5 519 Incoming number 5198853896 matches

destination 3.

destination 4.

destination 5.

For the CLID Routing Table to work, your company must:

• subscribe to CLID services from your local telephone company

• have the appropriate hardware for your systems (a CI Trunk cartridge for example)

To set up a CLID Routing Table you:

• enter a phone number

• assign a destin ation. A dest inati on can be a Gree ting Table, mailbox, ext ension , CCR Tree or a node on a Tree

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To route a phone number

Chapter 5 Setting up the Automated Attendant 55

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Call id table ADD CHNG QUIT

Ph: RETRY OK

Destination TABLE EX T O THR

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Enter ⁄⁄.

3 Press ADD

4 Enter the phone number or the leading digits of a phone number

(up to 13 digits) and press OK

. Each phone number assigned to the CLID Routing Table must be unique.

5 Choose a destination.

To route the phone number to a Greeting Table:

•Press TABLE

• Enter a Greeting Table number from 1 to 4

•Press OK

To route the phone number to an extension:

Call id table ADD CHNG QUIT

•Press EXT

• Enter the extension number

•Press OK

To route the phone number to a mailbox:

•Press OTHR

•Press MBOX

• Enter the mailbox number

•Press OK

To route the phone number to a CCR Tree:

•Press OTHR

•Press CCR

• Enter the CCR Tree number from 1 to 8

•Press OK

6 Repeat steps 3 through 5 for each phone number you want to route.

7 Press ® to end the session.

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56 Chapter 5 Setting up the Automated Attendant

To change or delete a phone number in the CLID Routing Table

Log: QUIT RETR Y OK

Admin MBOX AA OTHR

Call id table ADD CHNG QUIT

Ph: RETRY OK

Ph:XXXXXX CHNG NEXT OTHR

Ph:XXXXXX DEL

PH QUIT

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Enter ⁄⁄.

3 Press CHNG

4 Enter the phone number you want to change or delete and press OK

5 Press CHNG

and follow the display prompts to change the phone number. Each phone number assigned to the CLID Routing Table must be unique or press NEXT

to view the next phone number in the table. or press OTHR

6 Press DEL

to delete a phone number and go to step 6.

to delete the phone number from the table.

7 Press ® to end the session.

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Chapter 6 Custom Call Routing

About Custom Call Routing

With Custom Call Routing (CCR) you can replace Automated Attendant menus with a CCR Tree that offers callers additional choices. Callers who reach a CCR Tree hear the CCR Home node immediately after the C ompany Greet ing.

CCR Trees con tain paths that caller s nav igate us ing their telephone d ialpad. By selec ting an opti on from the prompts callers can:

• hear an Info rmation Message

• leave a message in a mailbox

• transfer to an extension or an external number

• go to a sub-menu

Custom Call Routing overview

Receptionist

answers

Incoming call

Automated Attendant

Company Greeting

Custom Call Routing

Home node options play

answers

plays

Automated Attendant

menu options play

T o b uild a CCR T ree you st art by creati ng the options pre sented in the Ho me node. You can include up to eight options in the Home node. You record a prompt that informs callers of the Home node options. You can build up to eight CCR Trees. After you build a CCR Tree you must assign it to a Greeting Table.

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Planning and designing a CCR Tree

To plan and design a CCR Tree you:

• determine the frequently-called departments and extensions that you can include in a CCR Tree

• make a list of the goods and services you want to mention in Information messages

• create the mailboxes that you will add to a CCR Tree for callers to leave messages in

• determine destination types

• record the prompts and messages

By default, a caller can p ress · to hear prompts in an alternate language, or ‚ to reach an operator. Tell callers about these options as part of the Home node prompt.

Components of a CCR Tree

The Home node

After the Company Greeting, a caller hears the Home node. The Home node is the “top” of the CCR Tree. When a caller s elects a n option from t he Home node, t hey c an access a sub-menu, lea ve a message, transfer to an extension or an external number, or play an Information Message. A Home node can offer up to eight option s. By def ault , 0 is rese rv ed for reachi ng the Operat or, and 9 offers the menu i n the a lter nate l anguag e. A menu is a prompt that you rec or d that prese nts a c aller with a list of up to eight options.

The Home node is on Level 0. As sub-menus are added to one another, the caller progresses through the levels of the CCR Tree. You can create up to 11 levels (from 0 to 10).

An example of a Home node

Company Greeting

This is Ideal Off ice Mac hines. Our b usines s hours ar e f r om 9:00 a.m. to 5:00 p.m. Monday to Friday.

Home node

To place an order, press To add your name to our mailing list, press ¤. To reach our Sales Department, press ‹. To speak with our Support Office, press ›. To speak with our receptionist, press ‚

The call is forwarded to the destination the caller chooses.

For an example of Paths through a CCR Tree, refer to “An example of a CCR Tree” on page 61.

⁄.

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Chapter 6 Custom Call Routing 59

Information Messages

An Information Message is a message you record to tell callers about information about goods or services available from your company. You can tell callers about information such as sales, specials, company events, business hours, price lists, and shipping times. For example:

We’ re pleased t o announce the arri val of t he ne w FaxEasy line of fax machines. FaxEasy is easy to operate and produces top quality fax images at an affordable price.

You must create an Information mailbox before you can add it to a CCR Tree.

The Home node can be an Information Message

You can program the Home node to play an Information Message. For example:

Come celebrate with us! It’s time for Ideal Office Machines’ annual get-to-know-our-customers picnic. The annual picnic is on the first Sunday of August from 1:00 to 5:00 p.m. in Thompson Park. See you there.

If the Home node is an I nformat ion Mess age, th e call er dis connec ts at the end of t he messa ge. You cannot specify another destination. For information on destination types refer to “Destination

types” on page 60.

Using an alternate language for the Home node prompt

If you record an alternate language Home node prompt, you must tell callers about the alternate language option. In the primary language Home node prompt tell callers to press · if they want to hear the message in the alternate language. For example:

To hear this message in [the alternate language], press · your name to our mailing list pr ess ¤. To reach our sal es de partm ent press ‹. To speak with the receptionist press ‚.

. To place an order press

⁄. To add

Sub-menus

A sub-menu is any menu that callers hear after the Home node. Sub-menus can lead to other sub-menus.

A sub-menu is a prompt that provides callers with another list of options. For example, from the Home node a caller can press ‹to reach the Sales department and hear the sub-menu options:

To place an order press Customer Service Representative press ‹. To speak with the receptionist press ‚.

⁄. To add your name to our mailing list, press ¤. To speak with a

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60 Chapter 6 Custom Call Routing

Mailbox nodes

You can create Mailbox nodes to give callers a mailbox where they can leave a message. For example:

You have reached the Ideal Office Mac hi nes Order Desk mai l box. Af t er t he t one, leave your name, address, telephone number, and the number of the item you want to order. Thank you.

Transfer nodes

You can create Transfer nodes to transfer callers to an extension or an external number.

Destination types

The destination is where callers go after they listen to an Information Message or leave a message in a mailbox. Each Information Message and Mailbox node must have a destination:

• Previous: returns the caller to the previous menu

• Home: retu rns the caller to the Home node

• Disconnect: disconnects the caller

You can assign destinations only to Information and Mailbox nodes. To see an example of how to use destinations in a CCR Tree, refer to “An example of a CCR Tree” on page 61.

Paths

A Path can be a series of menus, Information Messages, Mailboxes or Transfers. A Path number is the digit that callers press to go to the ne xt le v el in a CCR T ree. Fo r an e xample of ho w to use Pa ths to route callers through a CCR Tree, refer to “An example of a CCR Tree” on page 61.

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An example of a CCR Tree

To place an order press ⁄

Chapter 6 Custom Call Routing 61

Home node

Sub-menu

To place an order press ⁄

To speak to the order desk press

⁄›

To add your name to our mailing list press To speak to our sales department press To speak to our service department press To speak to our receptionist press

‹

‚

Mailbox

To be included on our mailing list leave your name and address after the tone.

Destination: PREV

Sub-menu

To leave an order request press

T o speak to the s ales manager pr ess

To hear about our sales contest press

‹

›

‹

⁄

Transfer

Transfers the call to the Service department.

⁄

Information message

Our weekly specials are...

Destination:

T ransfer

Transfers the call to the order desk.

⁄

Mailbox

Leave your contact information and a sales person will contact you.

Destination: DISC

CallPilot 150 Telephone Administration Guide

Transfer

Transfers the call to the order desk.

‹

Information message

Ideal Office Machines is having a sales contest...

62 Chapter 6 Custom Call Routing

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Chapter 7 Working with CC R Trees

Building a CCR Tree

Note: To minimize the potential of service disruptions, avoid working on CCR

Trees during periods of peak activity. Callers can experience answering delays while you are working on a CCR Tree.

To build a CCR Tree

1 Create the Home node. The Home node can be either a Menu node or an Information node.

If the Home node is an Information node:

• record an Information message

If the Home node is a Menu node:

• create the sub-nodes. The sub-nodes can be:

— Menu sub-nodes — Information nodes — Mailbox nodes — Transfer nodes

2 Assign the CCR Tree to a Greeting Table.

You can assign a CCR Tree for each time of day.

3 Test the CCR Tree

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Creating a Home node

Begin to build a CCR Tree by creating a Home node. Create a Home menu node if you want to give callers a list of options. Create an Information message Home node if you want callers to disconnect after they hear the Information message.

To create a Hom e node

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

New tree: x

QUIT

BUILD

0 Home/Menu

OTHR OK

REC

Rec pri prompt: RETRY OK

Accept prompt? RETRY PLAY OK

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter a Tree number from 1 to 8 and press OK

6 Press BUILD

7 Pick up the handset and press REC

8 At the tone, record your Home Menu or Information message and

press OK

to end the rec ording.

Do not replace the handset.

9 If you want to listen your recording, press PLAY

or if you want to accept your recording, press OK

Path: RETRY END OK

Tree: x SAVE PRI NT QUIT

Save as tree x YES

Tree saved

CCR Admin ADMIN

P0919416 03

OTHR QUIT

10 Press END

11 Press SAVE

12 Press YES

13 This display appears briefly.

14 Press ® to end the session.

Adding nodes to the Home node

If you create a CCR Tree with a Home menu node, and you have more choices than you can conveniently fit in the Home menu, you can create sub-nodes. To create sub-node menus, add a Menu node to your Home menu node.

If the Home node is an Information node, you cannot add a sub-node and the call disconnects automatically after the Information message plays.

After you determine how many options to offer in a menu, you must determine where each option directs the caller.

After you assign a Menu sub-node, create another set of nodes in the next level of the tree. The nodes can be another Menu node, an Information node, a Transfer node or a Mailbox node. You can assign up to eight nodes to each menu.

A Menu sub-node gives callers single-digit access to another list of options. For example, if your Home node menu is:

To place an order press ⁄. To add your name to our mailing list press ¤. To reach our sales department press ‹. To speak with our attendant press ‚.

Chapter 7 Working with CCR Trees 65

Callers can press ⁄ to hear more options, such as:

To hear our weekly specials press ⁄. To speak with the Order Desk press ¤.

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Adding a Menu node

Create a Menu node to org ani ze cho ic es for your callers, or when you ha ve more choices than can fit on one menu. You can add a menu node to a CCR Tree at any time.

To add a Menu node

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

Tree enabled

Tree: x CHNG QUIT

Path: RETRY END OK

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR Tree you want to add a Menu node to

and press OK

6 If you have assigned the CCR Tree to a Greeting Table this display

appears briefly.

7 Press CHNG

8 Enter the Path number and press OK

. For example, to create a Menu node on the second level of the CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the new Menu node.

x MENU INFO OTHR

Primary prompt REC

Rec pri prompt: RETRY OK

Accept prompt? RETRY PLAY OK

Rec alt prompt? YES NO

P0919416 03

9 Press MENU

10 Pick up the handset and press REC

At the tone, record the prompt.

11 Press OK

12 Press OK

to end the recording. Do not hang up the handset.

to accept the recording or if you want to re-record your message, press RETRY

13 Press NO

if you do not want to record an alternate prompt or press YES

to record an alternate pro mpt.

Chapter 7 Working with CCR Trees 67

Path: RETRY END OK

Tree: x SAVE PRIN T QUIT

Save as tree x YES OTHR QUIT

Tree saved

CCR Admin ADMIN

14 Press END

15 Press SAVE

16 Press YES

17 This display appears briefly.

18 Press ® to end the session.

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Adding an Information node

An Information node is an Information mailbox that you add to a CCR Tree. You can use an Information mailbox to give callers information such as specials, company events, business hours or price lists. You can add an Information node to a CCR Tree at any time.

To add an Information node

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

Tree: x CHNG QUIT

Path: RETRY END OK

x MENU INFO OTHR

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR Tree you want to add an Information

node to and press OK

6 Press CHNG

7 Enter the Path number and press OK

. For example, to create an Information node on the second level of a CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the Information node.

8 Press INFO

Primary message REC

Rec pri message: RETRY PLAY OK

Accept message? RETRY PLAY OK

Rec alt prompt? YES NO

P0919416 03

9 Pick up the handset and press REC

At the tone, record your Information mailbox message.

10 Press OK

to end your recording.

Do not replace the handset.

11 Press OK

to accept the recording or press RETRY

12 Press NO

to re-record the message.

if you do not want to record an alternate prompt or press YES

to record an alternate pro mpt.

Chapter 7 Working with CCR Trees 69

Destination? PREV HOME DISC

Path: RETRY END OK

Tree: x SAVE QUIT

Save as tree x YES OTHR QUIT

Tree saved

CCR Admin ADMIN

13 Select a destination:

press PREV

if you want to return the ca ller to the previous menu or press HOME

if you want to return the caller to the Home node or press DISC

if you want to disconnect the call.

For more informat ion on destin ations refe r to “Desti nation t ypes” on

page 60.

14 Press END

15 Press SAVE

16 Press YES

17 This display appears briefly.

18 Press ® to end the session.

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Adding a Mailbox node

Adding a mailbox node gives callers a mailbox where they can leave a message or listen to an Information message, depending on the mailbox type. You create a Mailbox node by giving it a Path number and assigning a mailbox number. You can add a Mailbox node to a CCR Tree at any time.

A mailbox cannot recei v e messages unti l it is initi alized. Fo r informat ion on initializi ng mailbox es, see “Initializing a mailbox” on page 24.

To add a Mailbox node

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

Tree: x CHNG

PRINT QUIT

Path: RETRY END OK

x MENU INFO OTHR

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR Tree you want to add a Mailbox node

to and press OK

6 Press CHNG

7 Enter the Path number and press OK

. For example, to cre ate a Mai lbox no de on th e secon d l e v el of a CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the Mailbox node.

8 Press OTHR

x XFER LVMSG

Mbox: DIR QUIT

P0919416 03

OTHR

9 Press LVMSG

10 Enter the mailbox number

or press DIR

to access the Company Directory.

Chapter 7 Working with CCR Trees 71

Destination? PREV HOME DISC

Path: RETRY END OK

Tree: x SAVE QUIT

Save as tree x YES OTHR QUIT

Tree saved

CCR Admin ADMIN

11 Select a destination:

press PREV

if you want to return the ca ller to the previous menu or press HOME

if you want to return the caller to the Home node or press DISC

if you want to disconnect the call.

For more informat ion on destin ations refe r to “Desti nation t ypes” on

page 60.

12 Press END

13 Press SAVE

14 Press YES

15 This display appears briefly.

16 Press ® to end the session.

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Adding a Transfer node

A Transfer node directs a caller to an internal or an external number. You can add a Transfer node to a CCR Tree at any time.

To add a Transfer to an internal extension

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

Tree: x CHNG QUIT

Path: RETRY END OK

x MENU INFO OTHR

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR Tree you want to add a Transfer node

to and press OK

6 Press CHNG

7 Enter the Path number and press OK

. For example, to cre ate a Transfer node on the second l e v e l of a CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the Transfer node.

8 Press OTHR

x XFER LVMSG OTHR

Transfer EXT INT

Ext: RETRY OK

Path: RETRY END OK

Tree: x SAVE QUIT

Save as tree x YES

Tree saved

P0919416 03

OTHR QUIT

9 Press XFER

10 Press INT

11 Enter the extension.

12 Press END

13 Press SAVE

14 Press YES

15 This display appears briefly.

Chapter 7 Working with CCR Trees 73

CCR Admin ADMIN

16 Press ® to end the session.

About transfers to external numbers

When CallPilot transfers a call using a CCR external transfer, it uses two lines . An incomin g line connects the caller to the CCR Tree and an outgoing line transfers the caller to the external telephone number. Both lines are used while the caller connects to the external telephone number. To optimize the use of external lines, the incoming line can be used to make the external transfer. This type of transfer is called a Link transfer.

Not all phone lines al low Link transfe rs . Ask yo ur t el ephone service pro v id er i f your lines support Link transfers before you program CallPilot to use Link transfers.

To perform a Link transfer for a CCR external transfer you must press £ before the telephone number. For example, for the telephone number:

£ﬁﬁﬁ⁄¤‹›

ﬁﬁﬁ⁄¤‹› is the telephone number dialed

For information on prev enting una uthorized call s using outdial, refe r to “Outdial route” on page 21.

To add a Transfer to an external number

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

Tree: x

QUIT

CHNG

Path: RETRY END OK

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR Tree you want to add a Transfer node

to and press OK

6 Press CHNG

7 Enter the Path number and press OK

For example, to cre ate a Transfer node on the second l e v e l of a CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the Transfer node.

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x MENU INFO OTHR

x XFER LVMSG OTHR

Transfer EXT INT

Outdial: <line> CHNG NEXT

xxxx: RETRY OK

Accept: x RETRY OK

Ph: RETRY OK

xxxxxxx ADD OK

8 Press OTHR

9 Press XFER

10 Press EXT

11 Press NEXT

if you want to use a line as the outdialing method or press CHNG Press CHNG

12 Enter the line or pool number and press OK

if you want to select a line within a line pool.

again if you want to select a route.

. Although line pools are labeled by a letter such as A, B, or C, the system accepts only numbers such as 1, 2, or 3. When you enter a line pool use 1 for A, 2 for B, 3 for C, and so on.

13 Press OK

to accept the line or pool number.

14 Enter a destination telephone number up to 30 digits and press OK

15 Press OK

to accept the destination phone number or press ADD

to add more digits. Refer to “Adding special characters to an external transfer number”

on page 75 for more information.

Path: RETRY END OK

Tree: x SAVE PRIN T QUIT

Save as tree x YES

Tree saved

CCR Admin ADMIN

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OTHR QUIT

16 Press END

17 Press SAVE

18 Press YES

19 This display appears briefly.

20 Press ® to end the session.

Chapter 7 Working with CCR Trees 75

Adding special characters to an external transfer 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.

Adding special characters to a destination number Press Description

¤ or DI G S

‹or PAUS

›

ﬁ

OTHR #

ﬂ

OTHR *

then

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. You can press

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

to enter a #.

to enter a *.

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

ONE

appears as

to cancel and retry.

again to enter another four second pause.

PAUS

on the display.

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Assigning a CCR Tree to a Greeting Table

Before incoming callers can access a CCR Tree, you must assign lines to a Greeting Table. For informati on about assi gning l ines t o Greet ing Tables, refer to “Confi gurin g line a nsweri ng” on

page 49.

To assign a CCR Tree to a Greeting Table

Log: QUIT RETRY OK

Admin MBOX AA

Auto Atdt Admin GRTG TABLE

Grtg table: RETRY OK

AA menu prompt:Y CHNG OK

Morn CCR tree: NO CHNG OK

Morn CCR tree: NO CHNG

Morn CCR tree: DISABLE

OTHR

LINES

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press AA

3 Press TABLE

4 Enter the Greeting Table number and press OK

5 Press OK

6 Press NEXT

7 Press CHNG

until you see this display.

if you want to assign a CCR Tree to the Greeting Table for the morning or press NEXT

if you do not want to assign a CCR Tree and go to step

11.

8 Enter the number of the CCR Tree that you want to assign to the

Greeting Table for the morning.

Tree enabled

Morn CCR tree: x CHNG NEXT

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9 This display appears briefly.

10 Press NEXT

if you want to assign afternoon, evening and non-business CCR Trees to the Greeting Table or press ® to end the session.

Testing a CCR Tree

After you a buil d a CCR Tree and assign it to a Greeti ng Table, test the CCR Tree . To test the CCR Tree, call the company number and test each node. Check that:

• the Home node routes the call as designated

• each transfer routes the caller to the intended destination

• each prompt has correct information

• messages are courteous and easy to understand

Disabling a CCR Tree

Before you make an y chang es to a CCR T r ee you must e nsure ser vice is not d isrupted by remo ving any references to the CCR Tree from the Greeting Tables and the CLID Routing Table.

To disable a Tree

Chapter 7 Working with CCR Trees 77

Log: QUIT RETRY OK

Admin MBOX AA

Auto Atdt Admin GRTG TABLE

Grtg table: RETRY OK

Morning:1 CHNG PLAY NEXT

Morn CCR tree: x CHNG NEXT

Morn CCR tree: DISABLE

Tree disabl ed

OTHR

LINES

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press AA

3 Press TABLE

4 Enter the Greeting Table number and press OK

5 Press NEXT

6 Press CHNG

twice.

until the display shows:

if you want to disable the morning CCR Tree or press NEXT

7 Press DISABLE

until the CCR Tree you want to disable is displayed.

8 This display appears briefly.

9 Press ® to end the session.

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Deleting a CCR Tree

You must disable a CCR Tree b efo re you de lete it. For information about dis abl in g a Tree, refe r t o

“Disabling a CCR Tree” on page 77.

To delete a Tree

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR OTHR

CCR Admin ADMIN

CCR tree: RETRY OK

Tree: x CHNG QUIT

Delete tree x? YES NO

Tree deleted

CCR Admin ADMIN

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR Tree you want to delete and press OK

6 Press °.

7 Press YES

8 This display appears briefly.

9 Press ® to end the session.

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Changing a CCR Tree message

Use this procedure to change the recorded message for a Menu or an Information node.

Chapter 7 Working with CCR Trees 79

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

Tree: x CHNG

PRIN T QUI T

Path: RETRY END OK

x xxxx CHNG

ERASE OK

Primary rec? REC

PLAY NEXT

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR T ree that you wa nt to change and press

6 Press CHNG

7 Enter the Path of the node you want to change and press OK

8 Press CHNG

9 Lift the handset and press REC

. Do not use handsfree.

At the tone, record the primary language menu.

Rec pri prompt: RETRY OK

Accept prompt? RETRY PLAY OK

Alternate rec? YES NO

Path: RETRY END

Tree: x SAVE

PRIN T QUIT

Save as tree x YES

OTHR QUIT

Tree saved

CCR Admin ADMIN

10 Press OK

11 Press OK

12 Press NO

to end your recording.

to accept your recording.

if you do not want to record an alternate message or press YES

13 Press END

14 Press SAVE

15 Press YES

to record an alternate message.

16 This display appears briefly.

17 Press ® to end the session.

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Changing a Mailbox node

To change a Mailbox node

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

Tree: x CHNG QUIT

Path: RETRY END OK

x LvMsg CHNG ERASE OK

Mbox: xx CHNG NEXT

Mbox: DIR QUIT

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR T ree that you wa nt to change and press

6 Press CHNG

7 Enter the Path of the node you want to change and press OK

8 Press CHNG

9 Press CHNG

10 Enter the new mailbox number.

Make sure the mailbox is initialized before you assign it to a CCR Tree.

Dest: <xxxx> CHNG OK

Path: RETRY END OK

Tree: x SAVE PRIN T QUIT

Save as tree x YES

Tree saved

CCR Admin ADMIN

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OTHR QUIT

11 Press OK

if you want to accept the assigned destination type or press CHNG

12 Press END

13 Press SAVE

14 Press YES

and assign a new destination type.

15 This display appears briefly.

16 Press ® to end the session.

Changing a destination type

You can assign destination types only to Information and Mailbox nodes. For more information about destination types, refer to “Destination types” on page 60.

To change a destination type

Chapter 7 Working with CCR Trees 81

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

Tree: x CHNG QUIT

Path: RETRY END OK

x xxx CHNG ERASE OK

Mbox: xx CHNG NEXT

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR Tree that you want to change and

press OK

6 Press CHNG

7 Enter the Path number of the node you want to change and press OK

8 Press CHNG

The display shows Info if you are changing an Information node.

9 Press NEXT

Dest: xxxx CHNG OK

Destination? PREV HOME DISC

Dest: xxxx CHNG OK

Path: RETRY END

Tree: x

QUIT

SAVE

Save as tree x YES

OTHR QUIT

10 Press CHNG

11 Change the destination type:

press PREV

return the caller to the previous menu or press HOME

to return the caller to the Home node or press DISC

12 Press OK

13 Press END

14 Press SAVE

15 Press YES

to disconnect the call.

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Tree saved

CCR Admin ADMIN

16 This display appears briefly.

17 Press ® to end the session.

Changing a Transfer node

To change a Transfer node

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

CCR tree: RETRY OK

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

5 Enter the number of the CCR Tree that you want to change and

press OK

Tree: x CHNG QUIT

Path: RETRY END OK

x Xfer CHNG

ERASE OK

Ext: xx CHNG

Transfer EXT INT

Ext: CHNG NEXT

Path: RETRY END OK

Tree: x SAVE QUIT

Save as tree x YES

OTHR QUIT

6 Press CHNG

7 Enter the Path number of the node you want to change and press OK

8 Press CHNG

9 Press CHNG

10 Press INT

if you are changing an internal extension or press EXT

if you are changing an external extension.

11 Enter the new extension number you want to transfer to and press

12 Press END

13 Press SAVE

14 Press YES

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Chapter 7 Working with CCR Trees 83

Tree saved

CCR Admin ADMIN

Deleting a Path

If you delete a Path, all messages, prompts, and options on the Path are also erased. After you delete a Path you cannot recover it.

To delete a Path

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Admin GLIST CCR

CCR Admin ADMIN

15 This display appears briefly.

16 Press ® to end the session.

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CCR

4 Press ADMIN

CCR tree: RETRY OK

Tree: x CHNG

QUIT

Path: RETRY END OK

x xxx CHNG ERASE OK

Erase path? YES NO

Path erased

Path: RETRY END OK

Tree: x

QUIT

SAVE

Save as tree x YES

OTHR QUIT

Tree saved

5 Enter the number of the CCR Tree that you want to change and

press OK

6 Press CHNG

7 Enter the Path number you want to delete and press OK

8 Press ERASE

9 Press YES

10 This display appears briefly.

11 Press END

12 Press SAVE

13 Press YES

14 This display appears briefly.

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CCR Admin ADMIN

15 Press ® to end the session.

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Chapter 8 Broadcast and Information messages

About Broadcast messages

You can send Broadcast messages if you need to send a message to every initialized mailbox on your phone system. Broadcast messages play on all mailboxes initialized with CallPilot. You can send a Broadcast message to anno unce meeti ngs, spec ial compa n y e v e nts, and re minders . Sendi ng a Broadcast message eliminates recording and sending the same message several times. You can change the Broadcast message address.

As the System Administrator, you are the only person who can send Broadcast messages. In order to send a Broadcast message, you must know the Broadcast message address.

• If you use the CallPilot interface ·‚‚ is the default Broadcast message address

• If you use the Norstar Voice Mail interface · is the default Broadcast message address

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

To send a Broadcast message you must follow the procedures that apply to the interface you use. For information about checking what interface you use refer to the CallPilot Reference Guide.

To record and send a Broadcast message

≤·°⁄.

If you are recording a Broadcast message from a set that has a mailbox, press OTHR

· is the default Broadcast message address.

press OK

to end your recording.

Log: QUIT RETR Y OK

0 new 0 saved PLAY REC ADMIN

Record message: RETRY PAUSE OK

1 Press

2 Enter the System Administrator Mailbox number and password. 3 Enter the Broadcast message address.

4 At the tone, record your Broadcast message and

- Norstar Voice Mail

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Accept rec? RETRY PLAY OK

5 Press PLAY

or press OK

to listen to your Broadcast message before sending it

to accept your recording or to press RETRY

to re-record your Broadcast message. Your message is delivered to all initialized mailboxes or press ® or • to cancel sending the Broadcast message.

6 Press ® to end the session.

To record and send a Broadcast message - CallPilot

≤·°⁄.

press OK

press OK A mailbox summary is announced.

or £.

Mbox: RETRY OK

Pswd: RETRY OK

1 Press

2 Enter the System Administrator mailbox number and

3 Enter the System Administrator mailbox password and

To: NAME SPEC DONE

EMPTY REC

Recording... REREC OK

Rec stopped PLAY DEL SEND

4 Press COMP

or ‡ﬁ to enter the Compose Message option.

5 Enter the Broadcast message address and press OK

·‚‚ is the default Broadcast message address. The Broadcast message address changes if you change the Group List leading digit.

6 Press REC

7 Press OK

or ﬁ and record the Broadcast message at the tone.

or £ to end your recording or press REREC

8 Press PLAY

to erase and re-record the Broadcast message.

or ¤ to listen to your message or press SEND

or ‡· to send the Broadcast message or press DEL

or ‡ﬂ to erase and re-record the Broadcast

message.

9 Press ® to end the session.

or £.

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Information mailbox messages

Your business or departments within your business can use Information mailboxes to provide callers with messages and announcements. You or another person responsible for the Information mailbox can record and update the Information mailbox message.

You can use Information mailbox messages to:

• announce sales

• provide product lists

• announce special events

Make it easy for callers to access Information mailbox messages by mentioning the Information mailbox in the Automated Attendant, or by asking the operator to route enquiries to the Information mailbox.

Callers cannot leave messages in an Information mailbox. Callers automatically disconnect after they listen to an Information mailbox message.

Chapter 8 Broadcast and Information messages 87

About recording an Information mailbox message

Before you record an Information mailbox message, you must determine what the message includes. As you prepare the message, 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. Cl assic al bal let is i n the Pink Room. Conte mpor ar y jaz z is in th e Blue Room. The studio and recital rooms are located at 222 Main Street.”

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

An Information mailbox message can be either a Primary or an Alternate mailbox greeting. Use the procedure “Recording an Information mailbox message” on page 88 to record an Information mailbox message.

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

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Recording an Information mailbox message

To record an Information mailbox message you must follow the procedures that apply to the interface you use. For information about checking what interface you use refer to the CallPilot Reference Guide.

To record an Information mailbox message

Greeting options REC

CHOOSE CFWD

Greeting options REC

CHOOSE CFWD

1 Press

≤·°⁄.

Follow the voice prompts or the display button options to open the Information mailbox. Do not enter your mailbox number or password. Enter the mailbox number and password of the Information mailbox.

2 If you use t he CallPilot i nterface:

•Press °¤ to open the Greetings Options menu

• Go to step 3 If you use the Norstar Voice Mail interface:

•Press ADMIN

•Press GREET

or °

or ¤

• Go to step 3

3 Press REC

4 Press PRIME

or ⁄.

or ⁄ to record the Primary Information mailbox message or press ALT

or ¤ to record the Alternate Information mailbox

message.

Record now? YES

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

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NO QUIT

5 Press YES

6 Press OK

7 Press OK

or ⁄ and record the message at the tone.

or £ to end the recording.

or £ to accep t the recording or press PLAY

or ⁄ to listen to the greeting or press RETRY

or ¤ to rerecord the greeting.

8 Press ® to end the session.

Chapter 9 CallPilot operations

You must reset the CallPilot system if you:

• change the type of phone system you use

• change the extension number length

About resetting CallPilot

Warning:

Resetting CallPilot erases all Company Greetings, Greeting Tables and mailbox information, including mailbox messages. After you reset CallPilot you must immediately initialize CallPilot.

To res et Ca ll Pi lot

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Pswd: RETRY OK

Reset database? YES NO

Resetting...

1 Press ≤·°‹.

Enter the System Administrator Mailbox number and password, and then press OK

If you reset CallPilot bef ore you do the in itial setu p, enter the def ault password 0000.

2 Press ⁄.

This option does not appear as a display button option.

3 Enter ‡‹›ﬂ‡°¤ﬁﬁ (Reinstall)

and press OK

To keep your system secure, keep this password secret.

4 Press YES

5 As CallPilot resets the display shows: Resetting …

6 After the system reboots, the displ ay shows the time and date.

The CallPilot system takes approximately three minutes to reboot.

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Initializing CallPilot

You must initialize CallPilot immediately after you reset the system.

To init ia li ze CallP il ot

1 Press ≤·°‹.

Log: QUIT RETRY OK

App: Voicemail CHNG NEXT

Bilingual? YES NO

Primary lang? ENG FRE

Group lists? Y CHNG

Group lists? Y CHNG NEXT

Leading digit: 9 CHNG NEXT

Primary UI: xxx CHNG NEXT

2 Enter ¤ﬂﬂ‹›› (Config) and press OK

3 Press NEXT

4 Press YES

or NO.

If you do not choose bilingual operation, step 5 does not appear.

5 Select a primary language.

6 Press CHNG

to toggle between Y and N.

Select Y if you want to enable Group Lists.

7 Press NEXT

. If you do not enable Group Li sts s tep 11 does not appea r and yo u go to step 12.

8 The default Group List leading digit is 9.

Press CHNG

if you want to enter a new Group List leading digit or press NEXT

9 If you want to change the primary interface press CHNG

or Press NEXT

Primary UI: CP CHNG NEXT

Primary UI:NVM CHNG NEXT

System config RETRY OK

Configuring...

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10 Press NEXT

11 Press CHNG

to toggle the setting between Norstar Voice Mail and CallPilot and press NEXT

12 Press OK

13 The display shows

Configuring...

Initialization takes abo ut three secon ds.

Chapter 9 CallPilot operations 91

System ready

14 When the sy stem is initialized, the d isplay shows:

System ready

Exit

and

Exit

and then shows the time and date.

Resetting the System Administrator password

You can reset the System Administrator password if you forget it. This is the password that you use for administrative functions. The default password is 0000. After you reset the System Administrator password, you must log on and change the password immediately to prevent a security breach.

To reset the System Administrator password

1 Press ≤·°ﬁ.

Set: xxxx NEXT

Pswd: RETRY OK

2 Press ·.

3 Press ‡‹‡‹°‡ﬂ‡‡·‹ (Resetsmpswd)

and press OK

or £.

Reset Password: YES

4 Press YES

or £.

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Operator settings

With the Operator settings you can:

• set the Operator status to On or Off

• change the Operator password

• reset the Operator password

• set the Business Status

• assign CallPilot Line answering

• change Automated Attendant Status

Setting the Operator status

Set the Operator status to Yes when your recepti oni st or ope ra tor is available to respond to callers. Set the Operator status to No when your receptionist or designated operator goes for a break, lunch, or leaves in the afternoon.

When the Operator Status is set t o No, a call er who reque sts an Operator is informed the Oper at or is not available, and is transferred to the Automated Attendant to dial another extension or leave a message.

To set the Operator status

1 Press ≤·°¤.

Pswd: RETRY OK

Atdt avail: N CHNG NEXT

2 Enter the default operator password ﬂ‡‹‡¤°ﬂ‡

(Operator) and press OK

To change the Operator password, see “Changing the Operator

password” on page 93.

3 Press CHNG

4 Press ® to end the session.

to select Y or N.

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Chapter 9 CallPilot operations 93

Changing the Operator password

You can change the Operator password at any time. It must be between four and eight digits, and cannot begin with a zero.

To change the Operator password

1 Press ≤·°¤.

Pswd: RETRY OK

Atdt avail: N CHNG NEXT

Pswd: RETRY OK

Atdt avail: N CHNG NEXT

2 Enter the Operator passwo rd, or the default Operator passw ord

ﬂ‡‹‡¤°ﬂ‡ (Operator) and press OK

3 Press ‡.

4 Enter a new Operator password between 4 and 8 digits

and press OK

5 Press ® to end the session.

Resetting the Operator password

You can reset the Operator password if it is forgotten. Resetting the Operator password resets the Operator password to the default of ﬂ‡‹‡¤°ﬂ‡ (Operator).

1 Press ≤·°ﬁ.

Set: xxxx NEXT

Pswd: RETRY OK

2 Press ‡.

3 Press ‡‹‡‹°ﬂ‡‹‡‡‡·‹ (Resetoperpswd)

and press OK

or £.

Reset Password: YES NO

4 Press YES

or £.

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Changing the Operator default extension

When callers request to speak to your company Receptionist or Operator, CallPilot transfers the call to the Operator’s extension. You can change the receptionist or designa te d Opera to r extension number. Callers can request to speak to your company receptionist or designated Operator if the Automated Attendant voice prompt announces the option and the Operator Status is set to Yes.

To change the Operator default extension

1 Press ≤·°¤.

Pswd: RETRY OK

Atdt avail: Y CHNG NEXT

Atdt: xxx CHNG OK

Ext: RETRY QUIT

Atdt: xxx CHNG NEXT

2 Enter the Operator password and press OK 3 Press NEXT

4 Press CHNG

until you see the display in step 4.

5 Enter the Operator extension.

6 Press ® to end the session.

Callers who request the Operator are transferred to the new extension. If the Operator does not answer, the call is transferred to the General Delivery Mailbox.

Setting the Business Status

The Business Status setting overrides the Morning, Afternoon, and Evening Greeting Tables.

If you set the Business Status to Yes, greetings are played according to the time scheduled in the Greeting Tables. For example, if Business Status is set to Yes, the Morning, Afternoon and Evening Greetings play automatically according to the start times programmed in the Greeting Tables.

When the receptionist sets the Business Status to No at the end of the business day or prior to the weekend, the Non-business hours Greeting plays until the receptionist sets the Business Status to Yes.

Have the receptionist or designated Operator change the Business Status to Yes in the morning when your company opens. At the end of the business day, have the Receptionist or designated Operator set the Busine ss Status to No.

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To set the Business Stat u s

1 Press ≤·°¤.

Chapter 9 CallPilot operations 95

Pswd: RETRY OK

Atdt avail: Y CHNG NEXT

Business open: N CHNG

2 Enter the Operator password and press OK 3 Press NEXT

4 Press CHNG

to toggle between Y and N.

5 Press ® to end the session.

Changing greetings or the Business Status from a remote telephone

You can change a greeting or the Business Status from the dialpad of external tone dial telephone. You must do remote administration through the System Administrator Mailbox. For information about remote administration, refer to the CallPilot Reference Guide.

Setting up line answering

CallPilot can answer all your Central Office (CO) lines included in line configuration. You can designate whether or not CallPilot answers your company lines. When Answer Lines is enabled, CallPilot answers the incoming calls and presents each caller with the Company Greeting and the Automated Attendant menu. When Answer Lines is disabl ed, CallPi lo t does not answe r inc oming calls. Your receptionist must answer and route incoming calls.

For more information about line configuration, refer to “Configuring line answering” on page 49.

To assign Answer Lines

1 Press ≤·°¤.

Pswd: RETRY OK

Atdt aval: N CHNG NEXT

Business open: N CHNG NEXT

Answer lines? N CHNG NEXT

2 Enter the Operator password and press OK

3 Press NEXT

4 Press NEXT

5 Press CHNG

. If you set Answer Lines to N the display shows:Disabling... If you set Answer Lines is set to Y the displa y shows: Enabling...

6 Press ® to end the session.

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Setting the Automated Attendant status

The Automated Attendant plays after the Company Greeting and aft er a caller leaves a message in a mailbox. The Automated Attendant gives callers a list of options such as entering a mailbox number, accessing the Company Directory or reaching the Operator. You can turn the default Automated Attendant of f at an y time and recor d a customized menu promp t. For more in format ion about recording customized menu prompts, refer to “About Company Greetings” on page 43.

When the Return to Automated Attendant status is set to No, callers do not have any options after they leaving a message. Callers hear the voice prompt “Message delivered. Exiting the system, good-bye”, and the call ends.

You can set the Automated Attendant prompt to No to prevent callers from having lengthy CallPilot sessions, or if you use CallPilot behind a private exchange system.

To change the Automated Attendant status

1 Press ≤·°‹.

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Auto Atdt Admin GRTG TA BLE LINES

Greeting admin GRTG AA

Return to AA: Y CHNG NEXT

2 Enter the System Administrator Mailbox number and password,

then press OK

3 Press AA

4 Press GRTG

5 Press AA

6 Press CHNG

. If you select N callers ca nnot return to the Automate d Attendant Menu prompt after they leave a message.

7 Press ® to end the session.

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CallPilot default system options

You can change these default CallPilot system options:

• Language Availability

• Group List leading digit

•Voicemail

• Company Directory

• Outdialing

• General Delivery Mailbox

• Software Keycode Administration

• External Mailbox Initialization

Language availability

You can disable or enable the CallPilot bilingual option that is assigned during installation. You can change the Primary Language on a bilingual CallPilot system.

If you disable bilingual operation or change the Primary Language choice on a bilingual system the change affects:

Chapter 9 CallPilot operations 97

• the language designations for Greetings that are assigned to the Automated Attendant

• voice prompt selections for callers who use the Automated Attendant

• voice prompt selections for callers who transfer to mailbox greetings

To change the language availability and the Primary and Alternate Languages

Log: QUIT RETR Y OK

Admin MBOX AA OTHR

Bilingual:Y CHNG NEXT

Prim lang: NAEng CHNG NEXT

1 Press

2 Press

3 Press CHNG

4 Press NEXT

5 Press CHNG

≤·°‹.

Enter the System Administrator mailbox number and password, and then press OK

This option does not appear as a display button option.

and N. Steps 4 and 5 appear only if you have the bilingual option enabled.

In this example, North American English is the primary language.

if you want to toggle the bilingual option between Y

if you want to change the primary language.

to toggle the primary language choices.

Prim lang: NAEng CHNG NEXT

6 Press NEXT

CallPilot 150 Telephone Administration Guide

98 Chapter 9 CallPilot operations

Sec lang: NASpa CHNG NEXT

7 Press CHNG to toggle the secondary language choices.

In this example, North American Spanish is the secondary language.

8 Press ® to end the session .

Group List leading digit

When CallPilot is installed, a number from 0 to 9 is assigned as the Group List leading digit. The default Group List leading digit is 9, and 901 to 999 is your range of Group Lists.

You can change the Group List leading digit. If you change the leading digit to 5, the Group List numbers change to 501 to 599. The Group List numbers are always three digits long.

Note: You cannot change the Group List leading digit to a number that conflicts with mailbox numbers. For example, if your company has mailboxes ranging from 500 to 720, you cannot choose 5, 6 or 7 as the Group List leading digit.

To change the Group List leading digit

Log: QUIT RETR Y OK

Admin MBOX AA OTHR

Bilingual:Y CHNG NEXT

Prim lang: xxx CHNG NEXT

Sec lang: xxx CHNG NEXT

Group lists:Y CHNG NEXT

Leading digit: 9 CHNG NEXT

Leading digit: RETRY OK

1 Press

≤·°‹.

Enter the System Administrator mailbox number and password, and then press OK

2 Press ¤.

This option does not appear as a display button option.

3 Press NEXT

4 Press NEXT

5 Press NEXT

6 Press NEXT

7 Press CHNG

8 Enter the new leading digit and press OK

9 Press ® to end the session .

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Chapter 9 CallPilot operations 99

Voicemail

Voicemail is enabled by default. You can disable or re-enable voicemail at any time. When voicemail is enabled, callers who reach an extension th at is not answered or is busy transfer to the extension’s mailbox.

If you disable voicemail:

• external callers cannot leave a message in a mailbox

• external callers who use the Automated Attendant can still access Information Mailboxes or press ‚ to reach the Operator

• Subscribers can st ill record and s end mess ages from th ei r mailbo x to oth er CallPi lot mai lbo xe s

• CallPilot users still can leave a message in a mailbox using the Leave Message feature (≤·°‚)

• CallPilot users st il l can tra nsf er internal calls to anot her mailb ox usi ng the Voicemail Transfer feature (≤·°ﬂ)

To enable or disable voicemail

Log: QUIT RETR Y OK

Admin MBOX AA OTHR

Voice Mail:Y CHNG NEXT

1 Press

≤·°‹.

Enter the System Administrator mailbox number and password, and then press OK

2 Press ›.

This option does not appear as a display button option.

3 Press CHNG

to toggle between Y and N.

4 Press ® to end the session.

CallPilot 150 Telephone Administration Guide

100 Chapter 9 CallPilot operations

Company Directory

The Compa ny Directory is an internal voice and text list of the names of mailbox owners with initialized mailboxes who are included in the directory. Callers can use the Company Directory to search for mailboxes by a recorded or a text name. The Company Directory is enabled by default.

You can set whether callers can se arch t he Compan y Dire cto ry by first name, la st name or f i rst an d last names. For e xample, i f a call er ent ers Ja mes, the name s Jesse James and Ja mes Bond appe ar if the Company Directory option specifies both first and last names.

If you disable the Company Directory:

•the DIR

button option does not appear on two line display telephones when a subscriber sends

a message from their mailbox or uses the Leave Message feature (≤·°‚)

• the prompt “Press £ to use the Directory” does not play:

• to callers who use the Automated Attendant

• to subscribers who s end a message from thei r mailbox or use the Leave Message feature

(≤·°‚)

To enable or disable the Company Directory

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Voice Mail:Y CHNG NEXT

Dir avail:Y CHNG NEXT

1 Press

2 Press ›.

3 Press NEXT

4 Press NEXT

≤·°‹.

Enter the System Administrator mailbox number and password, and then press OK

This option does not appear as a display button option.

or press CHNG

to choose a search mode

to toggle between Y and No.

Match: Firstname CHNG OK

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5 Press OK

to search by firs t name or press CHNG

to select last name or first and last names.

6 Press ® to end the session.

Nortel Networks 150 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

About CallPilot

CallPilot features

Voicemail

Automated Attendant

Custom Call Routing (CCR)

CallPilot options

Message Networking

Call Center

Desktop Messaging

How to get help

Who can use CallPilot

System timeout

Using CallPilot with a two line display telephone

Using the dialpad

Symbols and conventions used in this guide

About telephone buttons

About installing mailboxes

System Administrator Mailbox

General Delivery Mailbox

Subscriber mailboxes

Guest mailboxes

Information mailboxes

Mailbox Class of Service

Class of Service values

Mailbox properties

Restricting outdialing

Initializing a mailbox

Adding a Subscriber mailbox

Adding a Guest mailbox

Adding an Information mailbox

Adding many mailboxes

About mailbox passwords

Changing a mailbox

Deleting a mailbox

About Group Lists

About Sending Group List messages

About Group List Numbers

Adding a Group List

Changing a Group List

Deleting a Group List

About the Automated Attendant

Greeting Tables

About Company Greetings

Recording a Greeting

Setting up a Greeting Table

Configuring line answering

Changing line configuration

To change or view how a line is answered

Assigning the number of rings before CallPilot answers

Setting up Touchtone Gate

About the CLID Routing Table

About Custom Call Routing

Custom Call Routing

Planning and designing a CCR Tree

Components of a CCR Tree

The Home node

Information Messages

Sub-menus

Mailbox nodes

Transfer nodes

Destination types

Paths

An example of a CCR Tree

Building a CCR Tree

Creating a Home node

Adding nodes to the Home node

Adding a Menu node

Adding an Information node

Adding a Mailbox node

Adding a Transfer node

About transfers to external numbers

Adding special characters to an external transfer number

Assigning a CCR Tree to a Greeting Table

Testing a CCR Tree

Disabling a CCR Tree

Deleting a CCR Tree