Nortel Networks CallPilot User Manual

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Reference Guide

Part No. P0919417 02.2

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CallPilot Reference Guide

recommendations in this docum ent are belie v ed to be acc urate and reliabl e, b ut are presented without e xpress or impli ed warrant y. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc.

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

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

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

P0919417 02.2

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Contents

Chapter 1

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

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

Chapter 2

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

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

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

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

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

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

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

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

Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

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

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

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

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

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

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

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

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

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

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

Chapter 3

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

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

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

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

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

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

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

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

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

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

CallPilot Reference Guide

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Contents

Chapter 4

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

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

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

CallPilot mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Norstar Voice Mail mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 5

Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Types of mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Primary mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Recording technique for mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Recording a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Choosing a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Recording a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Chapter 6

Accessing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Never Full mailbox feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Playing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Screening your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Interrupting a caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Chapter 7

Sending messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Recording and sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Searching the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Assigning message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Sending a message to more than one recipient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Sending a message to a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Forwarding a copy of a message to one or more recipients . . . . . . . . . . . . . . 53

Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Placing a call with Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

When to use Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

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Contents 5

Chapter 8

Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Call Forwarding your calls to your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Setting up Call Forward remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Call Forward with Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Call Forward on Busy overrides CLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Chapter 9

Transferring calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Transferring calls to a CallPilot mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Transferring a mailbox owner’s call to their mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Transferring a call to Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

About Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Adding special characters to a destination number . . . . . . . . . . . . . . . . . . . . . . . 66

Setting up Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Turning Outbound Transfer on or off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Optimizing Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Programming Outbound Transfer when CallPilot is behind a PBX . . . . . . . . . . . . 70

Chapter 10

Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Setting up Off-premise Message Notification to a pager number . . . . . . . . . . . . . 78

Example of a destination pager number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Chapter 11

Recording a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

About Call Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Using Call Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Chapter 12

Broadcast and Information messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Information mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Recording an Information mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

CallPilot Reference Guide

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Contents

Chapter 13

CallPilot tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Chapter 14

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

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Chapter 1 How to use this guide

This guide gives you detailed information about using CallPilot features on CallPilot 150 and Business Communications Manager 2.5 systems.

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

which mailbox interface you use” on page 18. Some proc edu res apply to both interfaces .

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

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

Conventions and symbols used in this guide

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

Convention Example Used for

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

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

Dialpad buttons

Pswd: Command line prompts on display telephones.

PLAY

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

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

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8 Chapter 1 How to use this guide

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Chapter 2 Using CallPilot

How CallPilot works

CallPilot works with the tele p hone system to provide an automa ted receptionist service. CallPilot answers incoming calls, routes them to extensions and mailboxes in the system, and provides message taking capability.

About display phones

One line display phones

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

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

Two line display phones

Two line display phones show Cal lPilot commands a nd o ptions . A two l ine di splay can sho w up t o three display button options at once. In cases where ther e are more options, wait for the voice prompt to state the other available opt ions. If you know the correspon ding dialpad number for the option you want, you can press it any time during the voice prompt.

An example of a two line display

Display command line Display button options

Display buttons

Pswd: OTHR RETRY OK

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About telephone buttons

This table sho ws the Nort el Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use.

Button name T7100, T7208, T7316

Feature

Handsfree Bottom right-hand

Hold

Volume Control

Release

You can enter

≤·°⁄

≤, ƒ

to access your mailbox.

≤ ƒ ƒ

button

≥ ˙ ˙

√ √ √

® ® ®

M7100, M7208, M7310, M7324

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

M7100N, M7208N, M7310N, M7324N

The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephone s require that you sele ct a line b utto n to answer a cal l, on the T7100 terminal you pick up t he handset . Where oth er telep hones requi re you to se lect a li ne bu tton to ta ke a call off hold, you pre ss

On T7100 terminals, you can answe r a second ca ll by pr essing

≥

on the T7100 terminal.

≤

. Your active call is put on hol d

and you connect to the waiting call. You can have no more than two active calls at one time.

The T7100 terminal does not have a

Alternate extensions

You can have up to two Alternate extensions for your mailbox. If a caller dials the main e xtension (an extension that has Alternate extensions ass ign ed), the call

rings only at the main ex tension. If the call is not answ er ed and the cal ler leaves a message, a message indicator appear s at the main extension and any Alternate extensions. You can access the message from Alternate e x tensions with the Open Mailbox featur e ( that you access messages from your main extension phone. Only an e x tension without a mailbox assigned to it can be used as an Alternate extension.

If an Alternate e xt ension is as signed t o a phone wi th Cal ler ID ( CLID) and Call Display i s enab led, CLID information appears on th e display . If the call is not an swer ed, the call goes to CallPilot and an audible tone occurs at all phones. For information on enabling Call Display refer to “Call

Forward with Caller ID” on page 61.

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

caller” on page 42.

≤·°⁄

≤·°‡

), the same way

, from any phone as long

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Chapter 2 Using CallPilot 11

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

One or more analog singl e-line sets can be connected to telephone system using an Analog Terminal Adapter (ATA) or an Analog Station Module (ASM). This type of set works with Dual-Tone MultiFrequency (DTMF) ton es to al lo w acc ess to Call Pilot options thr oug h the di alpad only. Rotary dials cannot be used internally with CallPilot.

To a ccess CallPi lot features such as Leave Message or Open Mailbox, call the CallPilot extension and follow the voice prompts. You can determine the extension by entering display telephone .

You can also press:

•

˚•·°⁄

to open your mailbox

•

˚•·°‚

to leave a message and follow the voice prompts.

≤·°ﬁ

on any

Using the dialpad

The buttons on your display telephone dialpad act as both numbers an d letter s . E ach button represents a number and letters of the alphabet.

T o enter a character

T o accept a character

To delete a character

Numbers and letter s on the dialpad .

1 ’ -

⁄

G H I 4 g h i

›

P Q R S 7 p q r s

‡

Quit

•

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

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

press the

ﬁ

‚

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

BKSP

display button.

A B C 2 a b c

J K L 5 j k l

T U V 8 t u v

Q Z Zero q z

D E F 3 d e f

‹

M N O 6 m n o

ﬂ

W X Y Z 9 w x y z

Accepts displayed letter and,

(comma)

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

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12 Chapter 2 Using CallPilot

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

Pswd: OTHR RETRY OK

Pswd:

The prompt disappears for these command li ne prompts:

• Name:

• Log:

• Dest ph:

command line prompt.

This display shows the

Name: RETRY BKSP OK

Name:

command line prompt:

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

Name:

prompt.

P RETRY BKSP OK

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

Partridge RETRY BKSP OK

CallPilot voice prompts

Voice prompts announce which dialpad button to press to use CallPilot options. Voice prompts provide the same options as display buttons. Prompts also provide options that do not appear on the display. If you use a two line displa y phone, you can use eithe r the dis play b utton or the dial pad button to access the option.

Name:

command line prompt disa ppears. For example,

‡

for P, and the display drops the

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

On a two line display phone the voice prompt plays aft er a fe w seconds del ay. If you do not choose an option, CallPilot ends the session.

Interrupting a voice prompt

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

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Automated Attendant

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

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

• entering a mailbox number

• entering th e extension

• using the Company Directory

• leaving a message

• reaching the Operator

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

Chapter 2 Using CallPilot 13

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

When a caller selects an option, the Autom a t ed At tendant responds to the command either by routing the call to an extension or mailbox within your company, or by directing the caller to the Company Directory or the Operator.

to hear voice prompts in

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14 Chapter 2 Using CallPilot

Types of mailboxes

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

• Subscriber mailboxes, which include Guest mailboxes

• Information mailboxes

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

Mailbox

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

Subscriber mailbox

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

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

Guest mailbox

Guest mailboxes provide temporary employees and guests with access to internal messaging and call routing features. Guest mailboxes do not have an operating extension. They are assigned a number that looks a nd w orks lik e an e xt ension . Thi s let s the Guest ma ilbox owner access CallPilot the same way a subscriber accesses their mailbox from another extension or phone. If you need a guest mailbox, request one from the System Administrator.

Information mailbox

Information mailbox es play inf ormati ve messa ges to caller s. Information mai lboxes do not hav e an operating extension, and callers cannot leave a message in them. A voice prompt provides callers with access to Information mailboxes. Callers reach an Information mailbox through the Automated Attendant, Custom Call Routing (CCR) or the Operator.

Information mailboxes are created by the System Administrator, and either the System Administrator or a mailbox o wner can record Information mailbox gre et ings. For more information on Information mailbox greetings, refer to “Information mailbo x greetings” on page

97.

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Chapter 2 Using CallPilot 15

Special mailboxes

Special mailbox es are set up automatically when Call Pilot is initialized.

The Special mailboxes include:

• General Delivery Mailbox

• System Administrator Mailbox

General Delivery Mailbox

The General Delivery Mailbox stores messages:

• from callers who use a rotary dial phone

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

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

System Administrator Mailbox

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

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16 Chapter 2 Using CallPilot

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Chapter 3 Setting up your mailbox

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

• Initializing your mailbox

• Checking which mailbox int er face you use

• Opening your mailbox

• Changing your mailbox password

• Recording your name in the Company Directory

• Assigning a Target Attendant

Initializing your mailbox

Initializing your mailb ox prep ares your mai lbox t o rec ei v e mes sages. Your mailbox canno t rec ei v e and store messages until it is initialized.

Initializing your mailbox involves:

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

• changing the CallPilot default password to your password

• recording your name in the Company Directory

To i nitialize your mailbox

·°⁄

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

Record name: RETRY OK

1 Press

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

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

5 Reenter your new mailbox password and press

6 At the tone, record your name in the Compan y Direc tory.

≤

password.

start with zero.

Press

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

or £.

Press

or £ to end the recording.

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18 Chapter 3 Setting up your mailbox

Accept name? RETRY PLAY OK

After you initialize your mailbox, record your mailbox greetings. Refer to “Recording a Primary or Alternate mailbox gree ting ” on page 29 for more informat ion. If you do not record a Personal greeting, your Company Directory name plays to callers who reach your mailbox.

7 Press

8 Press

or press or press

or £ to accept the recording

PLAY

or ⁄ to listen to t he recording

RETRY

to end the session.

to re-record your name.

Checking which mailbox interface you use

CallPilot support s two interfaces: Norstar Voice Mail and CallPilot. The Syste m Administrator determines which inte rface is assigned to your ma ilbox.

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

Some procedures apply to both interfaces.

To check which mailbox interface you use

·°⁄

0 new 0 saved PLAY REC A DMIN

No messages COMP MBOX EXIT

1 Press

2 Check the display to see wh ich interface you use:

3 Press

≤

Follow t he voice prompts or t he display b utton opt ions to open your mailbox.

This is the Nor star Voice Mail interface.

This is the CallPilot interface.

to end the session.

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Opening your mailbox

After you initialize your mailbox you can open it from:

• your own extension

• another CallPilot extension

• an outside tone dial phone

To open an initialized mailbox - Norstar Voice Mail

1 Press

≤

·°⁄

Chapter 3 Setting up your mailbox 19

Pswd: OTHR RETRY OK

2 Enter your mailbox password and press

or if you are at another ex tension, or if yo u are using a Guest mailbo x,

OTHR

press

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

or • to display the

To open an initializ ed mailbox - CallPilot

Mbox: RETRY OK

Pswd: RETRY OK

1 Press

2 Press

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

Your mailbox number is normally the same as your extension.

3 Enter your mailbox password and press

≤

·°⁄

or £.

Log

prompt.

or £.

Opening your mailbox remotely

To open your CallPilot mailbox from an outside tone dial phone

••

1 Press

press

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

during your greeting to open your mailbox. If you are in Europe or Australia

°°.

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20 Chapter 3 Setting up your mailbox

Changing your mailbox password

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

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

To change your password

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

• Go to step 3

°›

to open the Mailbox Password menu

If you use the Norstar V oice Mail interface:

ADMIN PSWD

to end the session.

›

or £.

Pswd: RETRY OK

Again: RETRY OK

• Press

• Go to step 3

3 Enter your new mailbox password and press

4 Re-enter your new mailbox password and press

5 Press

Password lock-out

For security re asons, the System Administrator can assign eac h mailb ox a maximum number of incorrect passw or d attempts. If the number is reac hed, you are locked out. You cannot access your mailbox until the password is reset. Ask your System Administrator to reset the password.

Password expiry

Mailboxes can be assigned a maximum number of days that a password remains active. If you open your mailbox aft er yo ur pas sw ord e xpi res, you hea r the message “Your curr ent pa ssword has expired.You must change your password. Please enter your new password, then press

.”

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Chapter 3 Setting up your mailbox 21

Recording your name in the Company Directory

The Company Directory is a list of mail box users on t he CallPil ot system. Befo re you can use your mailbox to recei ve messages, you must record you r spok en name in the Compan y Dir ector y. It is a good idea to include your mail box number in your Company Directory recording. For exam ple “Pat Smith, mailbox 5813”. This establishes your “voice” name in a directory that is used by other CallPilot users and outside callers who use the Company Directory.

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

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

To record your name in the Company Directory

·°⁄

1 Press

≤

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

Record name? RETRY OK

Accept name? RETRY PLAY OK

2 If you use the CallPilot interface:

• Press

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

• Go to step 3

3 At the tone, record your name.

Press

or press or press

PLAY

RETRY

4 Press

5 Press

°¤·

ADMIN

⁄

display button.

or £ to end the recording.

or £ to accept the recording

or ⁄ to listen to t he recording

or ¤ to re-record your name.

to end the session.

to open the Company Directory

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

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22 Chapter 3 Setting up your mailbox

Assigning a Target Attendant

You can assign a Target Attendant to answer cal ls tr ans fer re d from your ma il box. The default Target Attendant for your mailbox is t he CallPilot Operator. The Target Attendant can be assigned to any valid extension .

After you assign your Target Attendant, a caller who reaches your mailbox can press with the Target Attendant.

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

to speak to my assistant.”

‚

To assign a personal Target Attendant

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

• Press ﬁ to open the Target Attendant menu

• Go to step 3

°‚

ASST

ADMIN

to open the Company Directory

or ⁄ to open the Target Attendant menu

‚

to speak

‚

to speak

Atdt ext: oper CHNG

Ext: RETRY OPE R

Atdt ext:<xxxx> CHNG QUIT

P0919417 02.2

QUIT

CHNG

3 Press

The CallPilot operator.

4 Enter the extension number of the new Target Attendant

or press Operator.

5 The display shows the extension you entered.

6 Press

or ⁄ to change the Target Attendant.

Atdt ext: oper

OPER

or ‚ to change the T arget Attendant to the CallPilot

to end the session.

prompt shows that the current attendant is the

Page 23

Chapter 4 Feature codes and mailbox options

Feature codes

Feature code name Dialpad buttons Description

Leave Message

Open Mailbox

Call Forward

CallPilot extension

Tr an s fe r

Interrupt

Name Dialing

Call Record

≤·°‚

≤·°⁄

≤·°›

≤·°ﬁ

≤·°ﬂ

≤·°‡

≤·°°

≤·°·

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

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

Forwards incoming calls to your mailbox.

Displays the CallPilot extension number on your phone.

Transfers calls to a mailbox on the CallPilot system.

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

Lets you dial calls by searching the Company Directory.

Records a call and stores it in your mailbox.

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

“Programming a memory button with a feat ur e code” on page 24.

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24 Chapter 4 Feature codes and mailbox options

Programming a memory button with a feature code

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

1 Press

≤·•‹

Do not lift your handset.

Program Features

Press a button QUIT

Feature Code: QUIT

F__ QUIT CLEAR

2 The display shows

3 Press a memory button with an LCD indicator.

≤

4 Press

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

For example, enter

Program Features

·°‡

to program the Leave Message

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

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

Programmed

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

the session.

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

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CallPilot mailbox options

Chapter 4 Feature codes and mailbox options 25

Mailbox option

Greetings GRTG

Password Change

Off-premise Notification

Goto Message

Personal Ver if ication

Ta rg e t Attendant

Outbound Tr an s fe r

Display button

PSWD

NOTIF

GOTO

NAME

AT DT

OTFR

Dialpad buttons Description Page

°¤

°›

°ﬁ¤

°ﬂ

°¤·

°‚⁄

°‚·

Record and select personal mailbox greetings. 43

Change your mailbox password. 20

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

Enter a specific message number and go to that message:

• Press

Record your name in the Company Directory. 21

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

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

FIRST

your mailbox.

LAST

mailbox.

or ⁄ to go to the first message in

or ¤ to go to the last message in your

Norstar Voice Mail mailbox options

Mailbox option

Greetings and

Call Forward

Off-premise Notification

Record message

Mailbox administration

Operator --

Auto Attendant --

Company Directory

Listen to new messages

Display button

GREET

REC

ADMIN

DIR

PLAY

Dialpad button Description

ﬂ

‹

‚

°⁄

°¤

Record and select Personal mailbox greetings.

Forward calls directly to your mailbox.

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

Record and send a message. 43

Access mailbox administration options. --

Place a call to the CallPilot Operator. If the Operator is not available, you are transferred back to your main mailbox menu.

Go to the Auto Attendant Menu options. --

Record your name in the Company Directory. 21

Play any new messages in your mailbox. 36

Page

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26 Chapter 4 Feature codes and mailbox options

Change Password

Ta rg e t Attendant

Listen to saved Messages

Outbound Tr an s fe r

Return to Main Menu

PSWD

QUIT

°›

°ﬁ

°ﬂ

°°

°•

Change your mailbox password. 20

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

Play any saved messages in your mailbox. --

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

Exit the Mailbox Administration menu and return to the Main Menu.

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Chapter 5 Greetings

This chapter describes mailbox greetings and how to record them.

This chapter includes:

• Types of mailbox greetings

• Recording a Primary or Alternate mailbox greeting

• Recording a Personalized mailbox greeting

• Deleting a Personalized mailbox greeting

Typ es of mailbox greetings

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

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

name in the Company Directory” on page 21”.

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

Primary mailbox greeting

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

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

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

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

Alternate mailbox greeting

The Alternate mailbox greeting is normally used for special circumstances.

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

Although I am out of the off ice , I do chec k my mailbox dai ly. Please leave me a message at the tone and I will return your call as soon as possible. Thank you.”

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

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28 Chapter 5 Greetings

Personalized mailbox greeting

Personalized mailbox gr eetin gs are a v ai lab le only i f your company subscribes to Cal ler ID (CLID) service from your local telephone company. For more infor mation about CLID, ask your System Administrator.

A Personalized mailbox greeting plays to call er s ba sed on the caller’s telephone number. CallPilot recognizes the assigned incoming telephone number and plays the Personalized mailbox greeting.

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

lunch. See you at noon.”

Recording technique for mailbox greetings

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

If you are aw ay from the office, you can record a greeting fr om an y tone d ial t elephon e. When you record a greetin g, do not use th e Han dsfre e feat ure. You get bette r res ults i f you s peak di rect ly in to the handset.

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Chapter 5 Greetings 29

Recording a Primary or Alternate mailbox greeting

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

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

greeting” on page 30”.

To record a Primary or Alternate mailbox greeting

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°¤

• Go to step 3

to open the Greetings Options menu

Greeting options

CHOOSE CFWD

REC

Greeting: PRIME ALT PERS

Not recorded

Record now? YES

NO QUIT

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

If you use the Norstar V oice Mail interface:

• Press

ADMIN

GREET

or or

° ¤

• Go to step 3

REC

3 Press

4 Press

or ⁄.

PRIME

or ⁄ to record the Primary greeting

ALT

press

or ¤ to record the Alternate greeting.

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

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

appears briefly.

YES

6 Press

7 Press

8 Press

or ⁄ and record your greeting at the tone.

or £ to end the recording.

or £ to accept the recording

PLAY

press

or ⁄ to listen to the greeting

RETRY

press

or ¤ to rerecord the greeting .

9 Press

to end the session.

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30 Chapter 5 Greetings

Choosing a Primary or Alternate mailbox greeting

If you record a Primary and an Alter nate mai lbox gre eting, you must choose whi ch greet ing pla ys. If you do not choose a greeting, the Primary mailbox greeting plays automatically.

If you choose the Alternate mailbox greeting, you must set wheth er the mailbox acc epts messages . If you choose Yes your mailbox receives messages in the normal way.

If you choose No:

• Messages cannot be left in the mailbox.

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

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

is a special greeting.

• If a caller pres s es a button to send a fax , the fax goes to the Ge neral Delivery Mailbo x, not your personal mailbox.

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

To choose a Primary or Alternate mailbox greeting

·°⁄

Greeting options REC CHOOSE

Use greeting: PRIME ALT QUIT

CFWD

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°¤

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

ADMIN

GREET

• Go to step 3

3 Press

4 Press

CHOOSE

PRIME

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

ALT

press

go to step 5.

to open the Greetings Options menu

to select a greeting.

to select the Alternate mailbox greeting and

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Page 31

Chapter 5 Greetings 31

Accept msgs:Y CHNG OK

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

5 If you choose the Alt er nate mailbox greeting, you are asked

whether the mailbox can accept messages.

CHNG

Press

or ⁄ to toggle from yes to no

press

6 Press

or £ to accept.

to end the session.

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32 Chapter 5 Greetings

Recording a Personalized mailbox greeting

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

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

If you record a Personalized greeting, program your mailbox to receive messages and choose an Alternate mailbox greeting, the Person alized gr eeting t akes pr ecedence o ve r any other gre etings. I f you program yo ur mailbox not to receive messages and choose an Alternate mailbox greeting, the Alternate mailbox greeting takes precedenc e over any other greeting, including Personalized mailbox greetings.

To record a Personalized mailbox greeting

·°⁄

1 Press

≤

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

Greeting options

CHOOSE CFWD

REC

Greeting: PRIME ALT PERS

Greeting: RETRY OK

Ph:<none>

CHNG

Ph: RETRY OK

2 If you use the CallPilot interface:

°¤

• Press

to open the Greetings Options menu

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

ADMIN

GREET

or or

° ¤

• Go to step 3

REC

PERS

or ⁄.

‹

to record a Personalized ma ilbox greeting.

3 Press

4 Press

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

CHNG

6 Press

or ⁄.

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

assigning the Personalized ma il box gre eting to. Press

OK or £

to accept the phone number.

P0919417 02.2

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Chapter 5 Greetings 33

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

8 At the tone, record the greeting and press

recording.

9 Press

or £ to accept the recording

PLAY

press

or ⁄ to listen to the greeting

RETRY

press

10 Press

or ¤ to rerecord the greeting .

to end the session.

Deleting a Personalized mailbox greeting

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

To delete a Personalized mailbox greeting

·°⁄

1 Press

≤

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

or £ to end the

Greeting options

CHOOSE CFWD

REC

Greeting: PRIME ALT PERS

Greeting: RETRY OK

Ph: XXXXXXX CHNG DEL

2 If you use the CallPilot interface:

°¤

• Press

to open the Greetings Options menu

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

ADMIN

GREET

or or

° ¤

• Go to step 3

REC

PERS

or ⁄.

‹

to choose a Personalized mailbox greeting.

3 Press

4 Press

5 Enter the Personalized gr eeting number (1, 2, or 3) that you wan t to

delete.

DEL

6 Press

7 Press

or ¤ to delete the greeting.

to end the session.

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34 Chapter 5 Greetings

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Chapter 6 Accessing your messages

This chapter describes how to access your messages and explains:

• Receiving calls

• Never Full mailbox feature

• Playing your messages

• Retrieving erased messages

• Screening your calls

• Interrupting a caller

Receiving calls

CallPilot can be used b y outside c alle rs and other mai lb ox o wners in your company. When you are away from the office, you can use CallPilot with any tone dial telephone. When you are at the office, you can use CallPilot from any telephone connected to your company’s CallPilot system.

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

Never Full mailbox feature

The Never Full mailbox feature lets external callers leave a message in your mailbox, even if the mailbox is technically “full”. The message is s tored in yo ur ma ilbox, b u t you ca nnot acc ess it unti l you delete at least one existing message to allow space for the new message. If you attempt to listen to any new messages before deleting an existing message, you hear this voice announcement:

“Your mailbox is f ull. You must erase some mess ages before you can liste n to new messages.”

If your mailbox is full, you cannot leave a messag e in anothe r mail box, creat e a new message, copy, send, or reply to a message unt il you delete at least one existing message.

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

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36 Chapter 6 Accessing your messages

Playing your messages

Use the procedure for play ing your messages that correspond s to the interface you use:

• “To play your m essages - Nors tar Voice Mail ” on page 36

• “To play your messages - CallPilot” on page 38

To play your messages - Norstar Voice Mail

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

1 Press

≤

·°⁄

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

2 new 0 saved PLAY

REC ADMIN

2 Press

PLAY

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

Norstar Voice Mail” on page 36.

3 Press

to end the session.

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

Playing your messages - Norstar Voice Mail Option Button Available

while playing

Back up

⁄

✔

Available after playing

Description

Rewinds the message nine seconds and resumes playing it.

< <<

Copy

ﬁ

✔✔

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

COPY

End of Message

Envelope

Erase

‹‹

or > >> > >>

‡

ERASE

✔

✔✔

Goes to the end of the message.

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

Deletes the message currently playing. If no messages are playing, deletes the last message played. Deleted messages remain in your mailbox until the session is ended. (Refer to Notes 1 and 2 on page 37.)

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Playing your messages - Norstar Voice Mail

Chapter 6 Accessing your messages 37

Option Button Available

while playing

Forward

‹

or > >>

ﬂ

✔

✔✔

Available after playing

££

Pause/ Continue

✔

STOP/ PLAY

Quit

Replay

›

•

⁄⁄

or < << < <<

⁄

✔✔

✔

Description

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

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

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

Stops playing the current message and plays the previous message.

Stops playing the message and plays the Mailbox main

✔

menu options.

Replays the message from the beginning.

Replays the last message.

✔

Save Message

Vol ume Control

‡‡

SAVE

•

✔✔

✔

Replies to a message. (Refer to Note 3 on page 38) The reply can be either:

- a message to an internal sender’s mailbox

- a telephone call to an internal or external party (Refer to Note 4 on page 38.)

Saves the message being played. (If you do not delete a message, it is automatically saved). This option is not shown on the display unless you erase a message. If you erase a message and try to play the message again, you can press Note 2 on page 37.)

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

SAVE

on a two line display telephone. (Refer to

. After four

•

Notes: 1 Because your mailbox has limited message storage space, delete any messages you no longe r

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

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

it. For info rmatio n ab out re trieving deleted messages refer to “Retr ie vi ng eras ed me ssages ” on

page 40”.

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38 Chapter 6 Accessing your messages

3 Applies only if the Reply feature is enabled. 4 You can reply to an outside caller by dialing them back if your company subscribes to Caller

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

“Replying to an external caller” on page 56.

To play your messages - CallPilot

1 Press

Follow t he voice prompts or t he display b utton opt ions to open your mailbox.

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

≤

·°⁄

No messages COMP MBOX EXIT

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

Press

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

messages - Ca ll Pilot”.

3 Press

to end the session.

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

Playing your messages - CallPilot

Available during and after

Option Button

Skip Back

Skip Forward

Previous Message

Next Message

Call Sender

Help

Envelope

⁄

‹

›

ﬂ

•

‡⁄

‡¤

playing Description

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

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

Stops playing the current message and plays the previous message.

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

Places a call to the sender of a message.

✔

Offers a Help menu.

Replies to a message.

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

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Playing your messages - CallPilot

Available during and after

Option Button

playing Description

Chapter 6 Accessing your messages 39

Forward Message

Reply All

Delete

‡‹

‡›

‡ﬂ

✔

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

Replies to a message and all other recipients of the message. (Refer to Note 3 on page 38.)

Deletes the current message. Deleted messages remain in your mailbox until the session ends. (Refer to Notes1 and 2 on page 38.)

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40 Chapter 6 Accessing your messages

Retrieving erased messages

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

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

To retrieve an erased message - Norstar Voice Mail

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

To retrieve an erased message - CallPi lot

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

PLAY

or ¤ to listen to your erased message.

‡ﬂ

to restore the message.

After you pl a y your erase d message, you can re store it. If yo u end the current session without restoring the erased message, it is permanently erased from CallPilot.

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Page 41

Screening your calls

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

You can use Call Screening if:

• Caller ID (CLID) is not available

• Caller ID is n ot a reliable indic a tion of the ca ller identity

• your telephone does not have display capabilities

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

Since some callers do not like to record their name and wa it for service, use this fe ature with discretion.

•

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

Chapter 6 Accessing your messages 41

To use Call Screening

1 You receive an e xternal call that is transfe rred from the Automa ted Attendant or from Custom

Call Routing (CCR).

2 CallPilot announce s the cal ler’s name to you.

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

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

ANS

• press

or ⁄ to answer the ca ll

QUIT

or • to transfer the call to your mailbox.

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42 Chapter 6 Accessing your messages

Interrupting a caller

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

24.

When you interrupt a ca ller who i s lea ving a me ssage in y our mail box, an y part of the messag e that was recorded remains in your mailbox. Remember to delete this message for your mailbox.

To interrupt a caller

1 While a caller is listening to your mailbox

greeting or leaving a message, the indicator ( or

Ω

) flashes on your telephone.

2 Press the Interrupt button or press

≤·°‡

to speak with the caller.

Interrupt

indicator

Note: The indicato r flashes quickly if the caller is list en i n g to your greeti n g .

The indicator flashe s slowly if the caller is le aving a message.

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Chapter 7 Sending messages

This chapter describes how to send messages and explains:

• Recording and sending messages

• Searching the Company Directory

• Assigning message delivery options

• Sending a mes sage to more th an one recipient

• Replying to messages

• Placing a call with Thru-Dial

Recording and sending messages

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

You can record and send messages using:

• the Open Mailbo x feature

• the Leave Message feature

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

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

When you record and send message s you can:

• search the Company Directory refer to “Searching the Company Directory” on page 48

• assign message delivery options refer to “Message delivery options” on page 49

• send a message to more than one recipient refer to “Sending a message to more than one recipient” on page 53

Use the procedures tha t appl y to y our interface:

• “T o rec ord and send a messa ge using th e Open Mailbox fea ture - No rstar Voice Mail ” on page

• “To record and send a message using the Open Mailbox feature - CallPilot” on page 45

• “T o rec ord and se nd a messag e usin g the Lea v e Messag e feature - Norstar Voice Mail ” on page

• “To record and send a message using the Leave Message feature - CallPilot” on page 46

≤·°⁄

≤·°‚

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44 Chapter 7 Sending messages

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

1 Press

≤

·°⁄

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

0 new 0 saved PLAY REC

Record message RETRY PAUSE O K

Accept rec? RETRY PAUSE O K

Mbox: DIR QUI T

Smith, Pat OPTS CC SEND

ADMIN

2 Press

or ‹

and record your message at the tone.

REC

3 Record your message.

PAUSE

Press When you wish to resume re cording, press

or ¤ to pause your message.

CONT

or ¤ to continue

recording your message.

Press

or £ to end your recording

RETRY

press

4 Press

to erase and re-record your message.

or £ to accept your message

PLAY

press

or ⁄ to listen to your message

RETRY

press

or ¤ to erase and re-record your message.

5 Enter the mailbox number or the Group List number

DI R

press

6 Press

or £ to search the Company Direct ory.

SEND

or £ to send the message now with the Normal delive ry option or

press

or › to send this message to more than one mailbox owner, with one set of deli very options applied to all re cipients. The display sho ws t he name of th e mailb ox owner or Group, in th is example, mailbox owner Pat Smith.

P0919417 02.2

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

delivery options - Norstar Voice Mail” on page 50

press

to end the session.

Page 45

Chapter 7 Sending messages 45

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

·°⁄

1 Press

≤

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

To: NAME SPEC DON E

To: XXXX RETRY O K

To: NAME SPEC DONE

EMPTY REC

Recording....

REREC OK

2 Press

COMP

‡ﬁ

to enter the Compose Message option.

3 Enter the mailbox number or Group List address

and press

NAME

press

⁄⁄

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

4 Press

or £ to accept the addres s

RETRY

press

to enter a new m ailbox address and go to

step 3.

DONE

5 Press

6 Press

7 Press

or £ when you are finished entering addres ses .

REC

or ﬁ and record your message at the tone.

or £ to end your recording

REREC

press

to erase and re-r ecord your message.

⁄⁄.

The

Rec stopped PLAY DEL SEND

PLAY

8 Press

or ¤to listen to your message

SEND

press

‡·

to send the message now with the Normal delive ry option or

DEL

press

‡ﬂ

and press ﬁ to erase and re-record the

message.

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

delivery options - CallPilot” on page 51

press

to end the session.

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46 Chapter 7 Sending messages

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

1 Press

≤

·°‚

Mbox DIR QUIT

Record message: RETRY PAUSE O K

Message options: RETRY PLAY SEND

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

DI R

know the mailbox number, press

or £ to use the Company

Directory.

3 When you he ar the tone, rec ord your message.

PAUSE

You can press

CONT

press

or ¤ to continue recording your message

or ¤ to stop your recording and

RETRY

press

4 Press

5 Press

to erase and re-record your message.

or £ to end your recording.

SEND

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

PLAY

press

or ⁄ to listen to your message

RETRY

press

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

‹

to change the delivery options.

T o record and send a message using the Leave Message feature CallPilot

To: NAME DO NE

To: XXXX RETRY O K

<xxxx>

Recording....

REREC OK

P0919417 02.2

1 Press

≤·°‚

2 Enter the mailbox address or Group List address.

Press

3 Press

Press

NAME

OK RETRY

⁄⁄

to use the Company Directory.

or £ to accept the addres s.

to enter a new mailbox address.

4 Record your message at th e tone.

5 Press

or £ to end your recording

REREC

press

to erase and re-r ecord your message.

Page 47

Chapter 7 Sending messages 47

Rec stopped PL AY D EL S END

6 Press

or press delive ry option or press

PLAY

or ¤ to listen to your message

SEND

DEL

‡·

to send the message now with the Normal

‡ﬂ

to erase and re-record your message.

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48 Chapter 7 Sending messages

Searching the Company Directory

If you know the name bu t not the mailbox number of someone you want to send a message to, you can search the Company Directory. You ca n fin d any initialized mailbox by searching the Company Direc tory. By default, you can press System Administrator can change the dialpad buttons.

If the Company D irectory is no t enabled:

DI R

• the

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

Company Directory

display option for Norstar Voice Mail does not appear on the display

NAME

display option for CallPilot does not appear on the display

To search the Company Directory

1 Press

2 If you use the CallPilot interface:

≤

⁄⁄

·°‚

to search the Company Directory, but the

Last name: OK

Wayne, Paul RETRY NEXT OK

• Press

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

• Go to step 3

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

of the mailbox owner’s name to locate and se le ct the person ’s mailbox. Enter the last name, first name or both names depending on ho w your system is set up.

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

·¤·ﬂ

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

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

NAME

DI R

⁄⁄

or £ to search the Company Directory

to search the Company Directory

or ⁄ to

Wayne, Paul

P0919417 02.2

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

select does not ha v e a Pe rs onal gr eetin g recor ded and s elect ed, you hear their Co m p any Directory recording.

Page 49

Assigning message delivery options

Use the procedure for the interface you use:

• “To assign message delivery options - Norstar Voice Mail” on page 50

• “To assign m essage delivery opti ons - CallPilot” on page 51

Message delivery options

Chapter 7 Sending messages 49

Option Display

button

Normal

Certified/ Acknowledge

SEND

CERT

ACK

Urgent

URGENT

URG

Other

OTHR

Private

Timed

PRIV

TIME

TIMED

Norstar Voice Mail dialpad button

CallPilot dialpad button

£® ‡·

⁄ﬁ

¤⁄

‹›

›ﬂ

Description

Sends a message with a Normal delivery option.

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

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

Accesses the Private and Timed delivery options. If

PRIV

delivery option is not available.

Private messages cannot be forwarded to another mailbox.

Lets you assign a delivery time to the message.

This message is ur ge nt

ACK

appears instead of

OTHR

”.

, the Timed

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

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

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To assign message delivery options - Norstar Voice Mail

1 Record your message using

“To record and send a message using the Open Mailbox feature Norstar Voice Mail” on page 44

“To record and send a message using the Leave Message feature Norstar Voice Mail” on page 46.

wayne, Pat

CC SE ND

OPTS

Delivery options CERT URGENT OT HR

Delivery options PRIV TI ME

Time hhmm: RETRY

OPTS

2 Press

3 Press

for delivery options.

CERT

for Certified delivery and go to step 9

URGENT

press

for Urgent delivery and go to step 9 or press

OTHR

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

PRIV

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

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

4 Press

PRIV

›

for Timed delivery.

or ‹ to send a message with a Private delivery option

‹

for Private

and go to step 9 or

TIME

press

or › to set up a del ivery tim e for the message.

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

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

hh:mm RETRY AM PM

hh:mm am/pm RETRY O K

Tu mm dd CHNG NXTD AY OK

P0919417 02.2

⁄

6 Press

or ¤.

7 Press

•

8 Press

Press

or £ to accept the time you entered or press

to change the time.

CHNG

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

NXTDAY

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

Press

or £ to accept the da te s hown, which de fault s to to day or tomorrow, and select the one that corresponds to the next occurrence of the specified time.

RETRY

Page 51

Chapter 7 Sending messages 51

Wayne, Pat OPTS C C SE ND

0 new 8 saved PLAY REC A DMIN

9 Press

10 Press

or press

SEND

or £ to send the message now

•

to cancel all delivery options.

to end the session.

For more information about the message delivery refer to “Message delivery options” on page 49.

To assign message delivery options - CallPilot

1 Record your message using

“To record and send a message using the Open Mailbox feature CallPilot” on page 45

“To record and send a message using the Leave Message feature CallPilot” on page 46.

‡‚

for message options.

URG

or ⁄ for Urgent delivery and go to step 9

PRIV

or › for Private delivery and go to step 9

OTHR

for Acknowledged or Timed delivery and go to step 4.

appears on the third display button, the Timed delivery

Msg options URG PRIV OTHR

2 Press

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

3 Press

or press or press

ACK

If option is not available.

Msg options ACK TIM E

TIme hhmm: RETRY

hh:mm RETRY AM PM

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

4 Press

ACK

or ﬁ to send a message with a Private delivery option

ﬂ

for Timed delivery.

ﬁ

for Private

and go to step 9 or

TIME

press

or ﬂ to set up a del ivery tim e for the message.

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

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

⁄

6 Press

or or

or ¤.

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52 Chapter 7 Sending messages

hh:mm am/pm RETRY O K

Tu mm dd CHNG NXTDAY OK

7 Press

or £ to accept the time you entered or press

• to change the time.

CHNG

8 Press

Press

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

NXTDAY

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

date that is sh own) .

Press

or £ to accept the date sho wn, which def aults to today o r tomorrow, and select the one that corresponds to the next occurrence of the specified time.

‡·

9 Press

to send this m essage now or press

‡‚

to cancel all delivery options.

10 Press

to end the session.

RETRY

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Page 53

Chapter 7 Sending messages 53

Sending a message to more than one recipient

Sending a message to a Group List

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

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

• the mailbox owners’ names

• a list of the mailbox numbers

• the Group List name

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

If you know the number of the Group List:

• and you use the Norst ar Voice Mail i nterf ace, you can enter the Group Li st number inst ead of a mailbox number at the

• and you use the CallPilot interface, you can enter the G ro up List number instead of a mailbox number at th e

Mbox

: prompt

To :

prompt

If you know the name of the Group List:

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

• and you use the CallPilot interf ace, enter the name of the Group List in the Compan y Directory at the

NAME

DI R

prompt

Forwarding a copy of a message to one or more recipients

You can forward a copy of a message during or after playing the message. When you forward a copy of a messag e t o a m ailbox, you can record an introduction to the m essage. If you use the Norstar Voice Mail interface, yo ur int roduction must be at least three se conds long.

After you record an introduction to the message and enter the mailbox number, your introduction and a copy of the message are automatically sent to the mailbox you selected. You can then send an additional cop y of the introduct ion and t he message t o another mai lbox, or qu it and ret urn to th e Listen to Messages menu. You can forward copies to as many mailboxes as you want.

Note: You cannot forward Private messages.

For more information on playing your messages, refer to “Playing your messages” on page 36.

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Replying to messages

You can reply to internal an d e xte rnal calle rs. You can reply to a message from an ex ter nal ca ller if your company subscribes to CLID.

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

• “To reply to an internal caller - Norstar Voice Mail” on page 54

• “To reply to an internal caller - CallPilot” on page 55

Replying to an internal caller

If you use and you want to press

Norstar Voice Mail reply to the caller’s

extension

leave a message in the caller’s mailbox

CALL

to transfer to the internal caller’s extension.

MSG

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

mailbox.

CallPilot reply to the caller’s

extension

leave a message in the caller’s mailbox

Call Sender

extension.

internal caller’s mailbox.

· to transfer to the internal caller’s

‡⁄

to record and send a reply to the

To reply to an internal caller - Norstar Voice Mail

1 new 0 saved

REC ADMIN

PLAY

End of message REPLY

ERASE NEXT

Reply to msg MSG CALL QUIT

1 Press

≤·°⁄

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

PLAY

2 Press

or¤.|

3 After you listen to the message, press

CALL

4 Press

or ¤ to call the caller

MSG

press

or ⁄ to record and send a reply.

or ·.

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To reply to an internal caller - CallPilot

Chapter 7 Sending messages 55

1 Press

2 A mailbox summary is announced.

3 Press

4 Press

≤·°⁄

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

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

to play the current message.

to call the caller or press

‡⁄

to record and send a reply.

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Replying to an external caller

You can reply to a message from an exte rnal caller if your company subscribes to CLID. Before using the Reply option you must play the message.

Use the procedure that ap plies to the interface you use:

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

• “To reply to a n exter nal caller - Call Pilot” on page 56

To reply to an external caller - Norstar Voice Mail

1 Press

·°⁄

≤

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

1 new 0 saved PLAY REC A DMIN

End of message REPLY

ERASE NEXT

2 Press

3 After you listen to the message, press

PLAY

or ¤.

CallPilot dials the external number directly.

To reply to an external caller - CallPilot

·°⁄

1 Press

2 A mailbox summary is announced.

3 Press

4 Press

≤

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

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

to play the current message.

to call the caller.

CallPilot dials the external number directly.

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Placing a call with Thru-Dial

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

Note: Thru-Dial is available only if you use the CallPilot interface. If you use the Norstar Voice Mail interface, Thru-Dial is not avail abl e. The System Administrat or can rest rict the numbers that you can di al, so ask y our Sys tem

Administrator if you can use Thru-Dial.

When to use Thru-Dial

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

Use Thru-Dial if you w ant ca llers to be able to di al ano ther number to reach your Target Attendant, (which you can change to be an out-of-office numbe r) or maybe another con tact person if you're not available.

Chapter 7 Sending messages 57

When you are making cal ls from a ho tel you ca n av oid t oll char ges by usi ng Thru-D ial to c all other extensions from one call.

Examples of using Thru-Dial

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

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

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

To place a Thru-Dial call

1 Open your mailbox:

• If you are calling remotely press

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

• If you are calling from your Nortel Networks phone press

Follow the voice promp ts or the display buttons to op e n your mailbox .

••

during your greeting to open your mailbox.

°°.

Follow th e voice prompts to enter your

·°⁄

≤

‚

2 Press

Do not pause for more than two seconds whi le you are ent ering the number.

, followed immediately by the telephone number you want to call, then press £.

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

If you enter a na me inst ead of a number with Thru- Dial, Ca llPil ot pl aces t he cal l as soon as it f inds a match for the name.

1 Open your mailbox:

• If you are calling remotely press

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

• If you are calling from your Nortel Networks phone press

Follow the voice promp ts or the display buttons to op e n your mailbox .

‚

2 Press

default Company Directory number. The System Administrator can change the Company Directory number. If you don’t know the numbe r , pres s

3 Enter the last name, then the f irst, until your call is pl aced.

For instruction s on entering the name, ref er to “Searching the Comp any Directory” on page

48.

, followed immed iately by

••

⁄⁄

during your greeting to open your mailbox.

°°.

·°⁄

≤

to search the Company Director y. This is the

•

To use Thru-Dial to reach your Target Attendant

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

1 Open your mailbox:

• If you are calling remotely press

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

••

during your greeting to open your mailbox.

°°.

• If you are calling from your Nortel Networks phone press

2 Press

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

page 22.

P0919417 02.2

·°⁄

≤

Follow the voice promp ts or the display buttons to op e n your mailbox .

‚

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

Page 59

Chapter 8 Call Forwarding your calls

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

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

• Call Forwarding your calls to your mailbox

• Setting up Call Forward remotely

• Call Forward with Caller ID

Call Forwarding your calls to your mailbox

To forward incoming calls to your mailbox, press

To cancel Call Forward, do one of the following:

• press

≤·°›

∞

≤£›

CANCEL

again

≤·°›

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60 Chapter 8 Call Forwarding your calls

Setting up Call Forward remotely

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

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

To set up Call Forward remotely

1 Call the Automated Attend ant or your business tele phone from any tone dial telephone. 2 While the greeting plays press

If you are in Europe or Australia press

3 Follow the voice prompts to open your mailbox.

°¤

4 Press 5 Press 6 Press

• If Call Forward is on, the voice prompt says

“Calls will be answered immediately.”

All calls to your telephone are now answered by CallPilot.

• If Call Forward is off, the voice prompt says

“Calls will rin g at your set.”

7 Press

• If Call Display is on, the voice prompt says

“Caller information will be displayed at your set.”

• If Call Displ ay is off, the voice prompt says

“Caller information will not be displayed.”

8 Replace th e ha ndset to end the session .

‹

to open the Call Forward menu.

⁄

to turn Call Forward on or off.

⁄

to turn Call Display on or off.

•• °°.

P0919417 02.2

Page 61

Call Forward with Caller ID

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

You can set up Call Forwa rd with CLID to sc reen c alls forw ar ded to y our mail box . If th e feat ure i s enabled, you hear an Aler t tone and the CLID information appears on the telephone display.

Chapter 8 Call Forwarding your calls 61

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

To turn Call Forward with CLID on or off

Greeting options: REC CHOOSE CFWD

Forward calls? YES NO

Display caller: Y CHNG QUIT

1 Press

2 Press

3 Press

4 Press

5 Press

6 Press

≤·°⁄

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

ADMIN

GREET

Press

at your phone or press

CFWD

or ‹.

YES

or ⁄ to have your calls go to CallPilot without ringing

or ¤ to have calls ring at your set.

CHNG

or ⁄ to turn Call Display on or off.

to end the session.

°. ¤.

≤·°‡

to interrupt the call.

Call Forward on Busy overrides CLID

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

CallPilot Reference Guide

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62 Chapter 8 Call Forwarding your calls

P0919417 02.2

Page 63

Chapter 9 Transferring calls

This chapter describes tr ansferring calls and explains:

• Transferring call s to a CallPilot ma ilbox

• Transferring a mailbox owner’s ca ll to their mailbox

• Transferring a call to Custom Call Routing (CCR)

• About Outbound Transfer

• Setting up Outbound Tra nsfer

• Adding special characters to a destination number

• Setting up Outbound Tra nsfer

• Turning Outbound Transfer on or off

• Optimizing Outbound Transfer

Transferring calls to a CallPilot mailbox

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

Transferring calls to a CallPilot mailbox has these advantages:

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

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

≤·°ﬂ

is not available on the Companion Wireless telephone.

≤·°ﬂ

you can transfer a call from your business telephone

To transfer a call to a mailbox from your telephone

1 Press

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

3 Wait until the display shows

≤·°ﬂ

Do not press Hold

Directory:

• If you use the Norstar Voice Mail interface press the

• If you use the CallPilot interface press t he

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

≥

because the call is put on hold automatically.

DIR

NAME

display option.

Call transferred

before you attempt any other Call Pi lot

display option.

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64 Chapter 9 Transferring calls

Transferring a mailbox owner’s call to their mailbox

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

To transfer a mailbox owner’s call to their mailbox

1 Press

2 Enter the mailbox owner’s mailbox number. 3 Wait until the display shows

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

1 Press

2 Follow the voice prompts to open their mailbox.

≤·°ﬂ

Do not press Hold

features.

Note: Do not use the call to their telephone and the call returns to you.

≤·°ﬂ

••

while their mailbox greeting plays.

≥

because the call is put on hold automatically.

Call transferred

≤‡‚

is not available on a Companion Wir el ess telephone.

to transfer a mailbox owner’s call. This feature tr ansfers

before you attempt any other telephone

P0919417 02.2

Page 65

Chapter 9 Transferring calls 65

Transferring a call to Custom Call Routing (CCR)

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

Callers can use CCR to:

• listen to the Home menu and make a selection

• listen to a pre-recorded CCR Information message

• leave a message in a mailbox

• transfer to another extension or an extern al number

For more information about CCR, ask your System Administrator.

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

To tr ansfer a cal l to a CCR Tree

1 Press

2 Choose a CCR Tree by ent er ing a digit fro m 1 to 8 and pressing 3 Wait until the display shows

≤·°ﬂ

Do not press Hold

≥

because the call is put on hold automatically.

Call transferred

before you attempt any other features.

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66 Chapter 9 Transferring calls

About Outbound Transfer

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

You can tell callers about this fea ture in yo ur persona l greeti ng. If you i nform cal lers of t his feat ure in your ma ilbox greeting, you must tell them what number to press to transfer:

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

• If you use the CallPilot inte rface , tell callers to press

For example:

“Hi. This is Brenda Whately. I’m away from the office today. Please leave me a message after the tone and I will return your call as soon as poss ible . I f you need t o reach me before tomorrow, press

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

‡

Note: The r estr icti ons t hat ap ply t o your tel ephone li ne al so appl y to Outboun d Transfer numbers. For example, if you cannot dial long distance telephone numbers from your telephone, you cannot have a long distance Outbound Transfer destination. If your mailbox is restricted to extension des tinations for Outbound Transfer, see your System Administrator.

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

When you set up Outbound Transfer, you can add special characters to the destination number. Refer to “Adding special characters to a destination number” on page 66 for more infor mation.

‡

Adding special characters to a destination number

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

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

P0919417 02.2

ADD

to add special characters to a destination telephone number

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

•

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

to enter

Page 67

Adding special characters to a destination number Press Description

Chapter 9 Transferring calls 67

¤ or DI G S

‹or PAUS

›

ﬁor OTHR

ﬂor OTHR

TONE

•

to resume adding digits to the destination phone number

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

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

to enter a #

to enter a

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

to cancel and retry

on the display.

Setting up Ou tbound Transfer

To set up Outbound Transfer to a phone number

1 Press

2 If you use the CallPilot interface:

≤

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

·°⁄

Outbound xfr

SELECT

ADMIN

Destination:

EXT

PHONE

Ph: RETRY O K

°‚

• Press

to open the Mailbox Options

• Press ‹ to open the Outbound Transfer menu

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

ADMIN

• Press ° to open the Outbound Transfer menu

• Go to step 3

ADMIN

3 Press

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

PHONE

4 Press

to select an external phone as the destination.

5 Enter the destinati on phone number and press

or £.

CHNG

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68 Chapter 9 Transferring calls

<x> ADD OK

6 Press

<x>

or £ to accept the de stination number, represented by

ADD

press

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

“Adding special characters to a destination number” on page 66.

After you add special character s, p re ss destinatio n number.

Transfer: off CHNG QUIT

Transfer: on CHNG QUIT

7 Press

8 Press 9 Press

CHNG

or ⁄ to turn Outbound Transfer on.

QUIT

or •.

to end the session.

To set up Outbound Transfer to an extension

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°‚

• Press ‹ to open the Outbound Transfer menu

• Go to step 3

to open the Mailbox Options

or £ to accept the

Outbound xfr ADMIN

Ext: RETRY OK

Accept<x> RETRY OK

Transfer: off CHNG

Transfer: on CHNG QUIT

P0919417 02.2

SELECT

QUIT

If you use the Norstar V oice Mail interface:

• Press

ADMIN

• Press ° to open the Outbound Transfer menu

• Go to step 3

ADMIN

3 Press

or ⁄ to set up Outbound Transfer.

4 Enter the destination extension and press

5 Press

or £ to accept the number.

The <x> represents the extension.

CHNG

6 Press

7 Press

8 Press

or ⁄ to turn Outbound Transfer on.

QUIT

or •.

to end the session.

or £.

Page 69

Turning Outbound Transfer on or off

You can turn Outbound Transfer on or off at any time after you set it up. Turning Outbound Transfer off does not affe ct any of its assign ed parameters.

To turn Outbound Transfer on or off

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

• Press ‹ to open the Outbound Transfer menu

• Go to step 3

If you use the Norstar V oice Mail interface:

°‚

to open the Mailbox Options

Chapter 9 Transferring calls 69

Outbound xfr ADMIN SELECT

Transfer: off CHNG QUIT

Transfer: on CHNG QUIT

3 Press

4 Press

Press

5 Press 6 Press

• Press

• Press ° to open the Outbound Transfer menu

• Go to step 3

SELECT

CHNG CHNG

QUIT

ADMIN

or ¤ to access Outbound Transfer.

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

or •.

to end the session.

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70 Chapter 9 Transferring calls

Optimizing Outbound Transfer

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

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

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

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

For example, the telephone num ber looks like:

before the Outbound

£ﬁﬁﬁ⁄¤‹›

where:

•

instructs CallPilot to use the incoming line to perform the transfer

ﬁﬁﬁ⁄¤‹›

is the telephone number dialed

Programming Outbound Tran sfer when CallPilot is behind a PBX

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

·£›¤ﬁﬁﬁ⁄¤‹›

where:

•

accesses an outside line

specifies the next digits are special characters

›

recognizes dial to ne

specifies that the next digits are the numbers to be dialed

ﬁﬁﬁ⁄¤‹›

is the telephone number dialed

After you enter this dialing sequence, the display shows:

9D5551234 ADD OK

P0919417 02.2

Page 71

Chapter 10 Off-premise Message Notification

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

• About Off-premise Message Notification

• Setting up Off-premise Message Notification

• Changing Off-premise Message Notification

• Deleting a de stination num b er

• Adding a destination number

• Turning Off-premise Message Notification on or off

About Off-premise Message Notification

You can program CallPilot to call you at a phone number, an extension, or a pager when you have a message. Your System Administrator enables Off-premise Message Not ification.

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

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

If the destina tion type is apply to all five notification numbers.

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

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

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

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

Phone

, you must assign start and stop times. The start and stop times

⁄

. If you have received this call by

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72 Chapter 10 Off-premise Message Notification

Off-premise Message Notification parameters

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

The parameters are:

• destination type (phone, extension or pager)

• destination number (phone, extension or pager)

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

there is a qualifying message.

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

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

P0919417 02.2

Page 73

Chapter 10 Off-premise Message Notification 73

Setting up Off-premise Message Notification

Follow these instructions if you ar e setting up Off-pr emise Message Notificat ion for the first ti me. If you have already set u p Off-premise Message Notificati o n , refer to the section “Changing

Off-premise Message Notification” on page 83.

To set up Off-premise Message Notification to refer to

a phone number page 73

an extension page 78

a pager page 78

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

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

Msg notify

SELECT

ADMIN

Destination: PHONE

EXT PAGER

Ph: RETRY OK

°ﬁ

• Press

to open the Mailbox Tools

NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

ADMIN

• Press ﬂ to open the Off- premise Message Notif ication menu

• Go to step 3

ADMIN

3 Press

4 Press

or ⁄ to set up Off-premise Message Notification.

PHONE

or ⁄ to choose a phone number destination.

5 Enter the destinati on phone number and press

destination phone number is a maximum of 30 digits.

or £. The

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74 Chapter 10 Off-premise Message Notification

<x> ADD OK

Start hhmm: RETRY O K

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

6 Press

or £ to accept the desti nation pho ne number repr esented by <x> or

ADD

press

or ¤ to add speci al characters a nd use your dialpad or

follow the voice prompts to add characters.

After you add special character s, p re ss

or £ to accept the

destinatio n number.

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

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

⁄

8 Press

or or

or ¤.

9 Press

or £ to accept the start time.

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

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

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES NO

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

11 Press

or ¤.

12 Press

13 Press

or press number.

14 Press

or press

15 Press

or press

⁄

or £ to accept the stop time.

YES

or ⁄ if you want to set up another destination number

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

or £ to accept the star t time that you entered

CHNG

or ⁄ to change the star t time.

or £ to accept the stop time that you entered

CHNG

or ⁄ to change the stop time.

P0919417 02.2

Page 75

Chapter 10 Off-premise Message Notification 75

Msg type: new CHNG OK

Msg notify ADMIN SELECT

16 Press

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

CHNG

press an urgent message.

17 Press

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

to end the session.

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76 Chapter 10 Off-premise Message Notification

To set up Off-premise Message Notification to an extension

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

·°⁄

°ﬁ

NOTIF

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Destination: PHONE EXT PAGER

Ext: RETRY OK

Accept:<x> RETRY OK

Start hhmm: RETRY O K

<start time> RETRY AM PM

• Press

ADMIN

• Press ﬂ to open the Off- premise Message Notif ication menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Enter the destination number and press

6 Press

<x>

The

or ⁄ to set up Off-premise Message Notification.

EXT

or ¤ to choose an extension as the destination.

or £.

or £ to accept the destination extension.

represents the extension.

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

four-digit fiel d. An y single -digit hour and mi nute must b e precede d by zero.

⁄

8 Press

or ¤.

<start time> RETRY OK

Stop hhmm: RETRY OK

P0919417 02.2

9 Press

or £ to accept the start time.

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

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

Page 77

Chapter 10 Off-premise Message Notification 77

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES NO

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type: new CHNG OK

11 Press

or ¤.

12 Press

13 Press

or £ to accept the stop time.

YES

press

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

number.

14 Press

CHNG

press

15 Press

CHNG

press

16 Press

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

CHNG

press an urgent message.

⁄

or ⁄ if you want to set up another destination number

or £ to accept the star t time that you entered

or ⁄ to change the star t time.

or £ to accept the stop time that you entered

or ⁄ to change the stop time.

or ⁄ if you want to be no tifie d on ly when you rece iv e

Msg notify ADMIN SELECT

17 Press

to end the session.

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78 Chapter 10 Off-premise Message Notification

Setting up Off-premise Message Notification to a pager number

Example of a destination pager number

If you are as signing a page r destination numb er from behind a PBX, remember to insert a · (depending on your system) before the

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

For example, to re ach your pager, ent er :

£›¤ﬁﬁﬁ⁄¤‹›£‹

where:

•

specifies the next digits are special characters

›

recognizes dial tone

specifies that the next digits are the numbers to be dialed

ﬁﬁﬁ⁄¤‹› ‹

inserts a timed pause

is the pager phone number dialed

to access an outside line.

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

To set up Off-premise Message Notification to a pager

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

• Press ﬂ to open the Off- premise Message Notif ication

• Go to step 3

°ﬁ

NOTIF

Notification menu

ADMIN

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

P0919417 02.2

SELECT

3 Press

ADMIN

or ⁄ to set up Off-premise Message Notification.

Page 79

Chapter 10 Off-premise Message Notification 79

Destination: PHONE E XT PAGER

Pager: RETRY OK

<x> ADD OK

Show:<xxxx> CHNG NE XT

PAGER

4 Press

5 Enter the destination pag er number and press

6 Press

or ‹ to select a pager number destination.

or £.

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

ADD

press

or ¤ to add speci al characters a nd use your dialpad or

follow the voice prompts to add characters.

After you add special character s, p re ss

7 Press

or £ to accept the default pager message represented

or £.

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

CHNG

press

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

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

YES

8 Press

or ⁄ if you want to set up another destination number

press

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

number.

9 Press

or £ to be notified when you receive a new message

CHNG

press

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

10 Press

to end the session.

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80 Chapter 10 Off-premise Message Notification

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

You can receive notification of a me ssage at a maximu m of five di f fe rent desti nation numbe rs. The following steps show you how to enter a phone number destination and then add a pager destination for the first time.

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

·°⁄

°ﬁ

NOTIF

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify

SELECT

ADMIN

Destination:

EXT PAGER

PHONE

Ph: RETRY OK

<x> ADD OK

Start: hhmm: RETRY O K

• Press

ADMIN

• Press ﬂ to open the Off- premise Message Notif ication menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Enter the destinati on phone number and press

or ⁄ to set up Off-premise Message Notification.

PHONE

or ⁄ to choose a destination phone number.

or £. The

destination phone number cannot be longer than 30 digits.

6 Press

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

ADD

press

or ¤ to add speci al characters a nd use your dialpad or

follow the voice prompts to add characters.

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

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

<start time> RETRY AM PM

P0919417 02.2

8 Press

or ¤.

⁄

Page 81

Chapter 10 Off-premise Message Notification 81

<start time> RE TRY OK

Stop hhmm: RE TRY OK

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES

Notify2: none SETUP NEXT

Destination: PHONE E XT PAGER

Pager: RETRY OK

9 Press

or £ to accept the start time.

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

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

⁄

11 Press

or ¤.

12 Press

13 Press

14 Press

15 Press

16 Enter the destination pag er number and press

or £ to accept the stop time.

YES

or ⁄ to set up ano ther destinatio n number.

SETUP

to set up another destinati on number.

PAGER

or ‹ to select a pager number destination.

or £.

<xxxx> ADD OK

Show<xxxx> CHNG NE XT

Notify2: pager CHNG OT HR NE XT

Notify 3: none SETUP N EXT

17 Press

or £ to accept the desti nat ion pager number represented by <x> or

ADD

press

or ¤ to add speci al characters a nd use your dialpad or

follow the voice prompts to add characters.

After you add special character s, p re ss

18 Press

or £ to accept the default pager message represented

or £.

CHNG

press

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

19 The display shows that the second destinatio n is a pager.

Press

20 Press

or £ to continue.

or £ to continue or

SETUP

press

to add another destination.

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82 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

21 Press

or press

22 Press

or press

23 Press

or press message.

24 Press

or £ to accept the star t time that you entered

CHNG

or ⁄ to change the start time.

or £ to accept the stop time that you entered

CHNG

or ⁄ to change the stop time.

or £ to be notified when you receive a new message

CHNG

or ⁄ to be notified only when you receive an urgent

to end the session.

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Page 83

Chapter 10 Off-premise Message Notification 83

Changing Off-premise Message Notification

You ca n change the param eters and dest inations for Off-Premise Mess age Notification. Refer to

“Off-premise Message Notification parameters” on page 72 for more information about

parameters.

If you want to change the t ime or mess age type paramete rs, use the proc edure “To change the time

range or type of message parameters” on page 83

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

To change the destination type refer to

from a phone to an extension, pager or another phone number page 85

from a pager to an extension or phone page 87

from a phone or extension to a pager page 89

To change the time range or type of message parameters

Msg notify ADMIN

SELECT

Notify:<x> CHNG N EXT

1 Press

≤·°⁄

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

2 If you use the CallPilot interface:

°ﬁ

• Press

to open the Mailbox Tools

NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notificati on menu

• Go to step 3

ADMIN

3 Press

4 Press

or ⁄ to set up Off-premise Message Notification.

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

destination type” on page 83 for the appropriate procedure.

More dest? YES NO

5 Press

or £ to continue.

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84 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

CHNG

6 Press

or ⁄ to change the start time

press

7 Press

or £ to accept the start time.

CHNG

or ⁄ to change the stop time

press

8 Press

Press

or £ to accept the stop time.

CHNG

or ⁄ to change the message type to urgent.

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

9 Press

to end the session.

P0919417 02.2

Page 85

Chapter 10 Off-premise Message Notification 85

To change the destination from phone to another destination

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Notify: phone CHNG NEXT

Destination: PHONE EXT PAGER

<x> RETRY OK

Accept:<xxxx> RETRY OK

• Press

ADMIN

• Press ﬂ to open the Off- premise Message Notif ication menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Press

or ⁄ to set up Off-premise Message Notification.

CHNG

or ⁄ to change the destination.

PHONE

or ⁄ to choose another phone number des tination

EXT

press

or ¤ to choose an extension destination

PAGER

press

6 Enter the destination number and press

or ‹ to choose a pager number destination.

or £.

The destination phone number cannot be longer than 30 digits.

7 Press

or £ to accept the destination numb er

RETRY

press

or • to re-enter the d es t i nation numbe r.

Notify:<x> CHNG NE XT

More dest? YES NO

8 Press

or press through 8.

9 Press

or press number.

or £ to continue

CHNG

or ⁄ to change the destination, and repeat steps 6

YES

or ⁄ if you want to set up another destination number

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

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86 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type:new CHNG OK

Msg notify ADMIN SELECT

CHNG

10 Press

or ⁄ to change the start time

press

11 Press

or £ to accept the start time.

CHNG

or ⁄ to change the stop time

press

or £ to accept the stop time.

12 If you want to change message notification,

CHNG

press

or ⁄ if you want to be notifie d only when you receive

an urgent message.

Press

13 Press

or £.

to end the session.

P0919417 02.2

Page 87

Chapter 10 Off-premise Message Notification 87

To change the destination from pager to phone or extension

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Modify:pager CHNG

Destination: PHONE EXT PAGER

<xxxx>: RETRY OK

• Press

ADMIN

• Press ﬂ to open the Off- premise Message Notif ication menu

• Go to step 3

ADMIN

3 Press

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

CHNG

4 Press

or ⁄ to change the destination type and the

destinatio n number.

5 Choose the type of destination number:

PHONE

press

or ⁄ to choose a phone number destination or

EXT

press

or ¤ to choose an extension destination.

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

Message Notifi cation for. <x> represents the destination number.

Press

or £ to accept the destination numb er

RETRY

press

or • to re-enter the number.

Notify:<x> CHNG N EXT

More dest? YES NO

7 Press

8 Press

or £ to continue.

YES

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

press

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

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88 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NE XT

Stop:<stop time> CHNG NE XT

Msg type:new CHNG OK

Msg notify ADMIN SELECT

CHNG

9 Press

or ⁄ to change the start time

press

10 Press

or £ to accept the start time.

CHNG

or ⁄ to change the stop time

press

or £ to accept the stop time.

11 If you want to change message notification,

CHNG

press

or ⁄ if you want to be not if ied only wh en you r ecei ve

an urgent message.

Press

12 Press

or £.

to end the session.

P0919417 02.2

Page 89

Chapter 10 Off-premise Message Notification 89

To change the destination from phone or extension to pager

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Notify:<x> CHNG

Destination PHONE EXT PAGER

Pager: RETRY OK

<x> ADD OK

• Press

ADMIN

• Press ﬂ to open the Off- premise Message Notif ication menu

• Go to step 3

ADMIN

3 Press

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

CHNG

4 Press

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

PAGER

5 Press

6 Enter the pager number and press

7 Press

or ‹ to choose a pager number destination.

or £ to continue.

or £ to accept the desti nat ion pager number represented by <x> or

ADD

press

or ¤ to add speci al characters a nd use your dialpad or

follow the voice prompts to add characters.

After you add special character s, p re ss

or £.

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90 Chapter 10 Off-premise Message Notification

Show:<xxxx> CHNG NE XT

Notify: pager CHNG NEXT

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

8 Press

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

CHNG

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

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

Press

10 Press

or £ to continue.

YES

if you want to set up another destination number

press

11 Press

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

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

CHNG

press

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

an urgent message.

12 Press

to end the session.

P0919417 02.2

Page 91

Deleting a destination number

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

To delete a destination number

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

Chapter 10 Off-premise Message Notification 91

°ﬁ

to open the Mailbox Tools

NOTIF

or ¤ to open the Off-premise Message

Msg notify

SELECT

ADMIN

Notify1:<x> CHNG O THR N EXT

Notify 1:<x>

INS QUIT

DEL

Notify1:<x> CHNG O THR N EXT

Msg notify ADMIN SELECT

• Press

ADMIN

• Press ﬂ to open the Off- premise Message Notif ication menu

• Go to step 3

ADMIN

3 Press

4 Press

or ⁄ to set up Off-premise Message Notification.

OTHR

if you want to delete the first destination

press

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

DEL

5 Press

to delete the first destination number.

OTHR

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

changes to become the Notify 1 destination number.

OTHR

To delete more dest ina ti on numbe rs, press

and repeat steps 4

and 5.

7 Press

to end the session.

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92 Chapter 10 Off-premise Message Notification

Adding a destination number

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

To add a destination number

1 Press

2 If you use the CallPilot interface:

≤

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

• Press

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

·°⁄

°ﬁ

NOTIF

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify

SELECT

ADMIN

Notify:<x> CHNG NEXT

More dest? YES NO

Notify2: none

NE XT

SETUP

• Press

ADMIN

• Press ﬂ to open the Off- premise Message Notif ication menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Press

6 Press

or ⁄ to set up Off-premise Message Notification.

or £ to continue.

YES

or ⁄ to set up another destination number .

SETUP

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

phone number” on page 73

“To set up Off-premise Message Notification to an extension” on page 76

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

78.

P0919417 02.2

Page 93

Chapter 10 Off-premise Message Notification 93

Turning Off-premise Message Notification on or off

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

To turn Off-premise Message Notification on or off

·°⁄

1 Press

≤

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

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar V oice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN SELECT

Notify on

TIME OK

CHNG

Notify off CHNG TIME O K

Mailbox admin GREET PSWD QUIT

• Press

• Press ﬂ to open the Off- premise Message Notif ication

• Go to step 3

3 Press

4 Press

SELECT

CHNG

it is on (as shown).

5 Press

TIME

press

6 Press

ADMIN

or ¤ to set up Off-premise Message Notification.

or ⁄ to turn Off-premise Message Notification off if

•

to review the start and stop time parameters .

to end the session.

CallPilot Reference Guide

Page 94

94 Chapter 10 Off-premise Message Notification

P0919417 02.2

Page 95

Chapter 11 Recording a call

About Call Record

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

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

Note: Call Record is not en abled b y defa ult. The Sys tem Admini strator must enabl e this feature by assign ing you a Class of Service tha t includes Call Record. In so me areas Call Record is not available as it contravenes local laws. Ask your System Administrator about the ava ilability of Call Record in your area.

≤·°·

Using Call Record

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

you can record an active telephone call and put the resulting

≤·°·

to start another re cord call session. The call

To record a cal l

Recording PAUSE QUIT

1 While you are on an active call, press

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

QUIT

2 Press

or press Press

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

“Recording stopped.”

4 Press

to end recording

PAUSE

to suspend recording.

RESUME

to continue recordin g or press

to end the call.

≤·°·

QUIT

CallPilot Reference Guide

to end recording.

Page 96

96 Chapter 11 Recording a call

P0919417 02.2

Page 97

Chapter 12 Broadcast and Information messages

About Broadcast messages

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

Broadcast messages play on all mailboxes initialized with CallPilot.

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

Information mailbox greetings

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

You can use Information mailbox gre et ings to:

• announce sales

• provide product lists

• announce special events

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

Callers cannot leave messages in an Information mailbox. Callers automatically disconnect after they listen to an Info rmation mail box greeting.

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98 Chapter 12 Broadcast and Information messages

Recording an Information mailbox greeting

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

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

entertainment begins at 8:00 pm on the fourth of July. Toddlers tap is in the White Room. Folk dance is in the Green Room. Classical ballet is i n the Pink Room. Conte mpor ary jazz is in th e Blue Room. The studio and recital rooms are located at 222 Main St reet.”

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

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

To record an Information mailbox greeting

Log: QUIT RETRY OK

Primary greeting REC

PLAY QUIT

Record greeting? RETRY PAUSE O K

Accept greeting? RETRY PLAY OK

Primary greeting RE C PL AY QU IT

1 Press

≤

·°⁄

Enter the mailbox number and password, then press

or £.

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

2 Press

REC

or ⁄.

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

or £ when you are done.

Press

or £ to accept the recording

4 Press

or press

or ⁄ to listen to the greeting

PLAY

or press

5 Press

or ¤ to rerecord the greeting .

RETRY

or £ to end the session.

QUIT

P0919417 02.2

Page 99

Chapter 13 CallPilot tips

This chapter contains tips on how to optimize your use of CallPilot.

Listen to your mes sage s f requently. Answer your messages pr ompt ly to encourage callers t o us e CallPilot and reassure them that it is as reliable as speaking with you personally.

You do not have to be at your de sk to play your message s. When you are away f rom your des k, you can play your messages from any tone dial phone.

Clean up your mailbox. There is limited storage in your mailbox and within CallPilot. Do not save messages unless you need to listen to them again. When you are finished with a message, erase it to create storage space.

Keep a record of your password in a secure place. Treat your CallPilot password as a secret code. Write down your password and keep it in a safe place. Do not keep your password near your phone. If you let someone else have temporary access to your mailbox, change your password afterwards. If you forget your password, the System Administrator can reset it to the default password 0000. You can then enter a new password.

When sending messages, make t hem brief a nd to the poi nt. Mo re than 7 5% of the time spent o n a normal business phone call consists of making small talk, pleasantries and other socializing. Sending a message rather than making a call can save you time. Try to avoid sounding hurried or rude while restricting yo u r messa g es to the ess entials.

Change your Primary greeting frequently. It is a good idea to change your Primary greeting on a regular basis. Change your greeting to indicate that you listen to your messages and maintain your mailbox on a regular bas is. Change your Primary greeting to provide a personal touch that frequent callers appreciate.

Make your Alternate greeti n g specific. Choosing an Alternate greeting usually means you are away from the office. If you are out of the office, indicate in your Alternate greeting when you expect to return. If you will be checking your mailbox while you are out of the office, include that in your message. If callers can reach you at another phone number, ensure that your message includes the phone number and the time period of the temporary arrangement. If you are going to be out of the office, remember to forward your phone to CallPilot.

Use an Extended Absence Greeting. Begin this greeting by announcing your vacation or travel plans. This gets the atten tion of the call er. For example, “Vacation alert! Hi, this is Marsh all. I will

be on vacation starting on the 5th, and I wil l be returning to work on the 12th. If you care to do so, please leave a message and I will return your call when I return from vacation. For immediate assistance, please press zero.”

CallPilot Reference Guide

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100 Chapter 13 CallPilot tips

Record your greetings and messages clearly. For a better quality recording, speak directly into the handse t . Do not use the Handsfree feature. Remember to speak clearly in a pleasant voice at a pace that is easy to understand. Do not speak too softly or loudly or make the greeting or message too lengthy. After you record a greeting or message play it back. Make sure that your greeting or message sounds the way you want it to before you accept it.

Do not forget to use the Copy and Reply features. You can use CallPilot t o send copies of messages to other mailboxes and reply to messages with a message of your own. When you send copies of messages to other people, ensure that your introduction explains:

• why you are forwarding a copy of the message

• whether the copy is for information only

• whether the message is meant for the person you are forwarding it to

• who is responsible for the action on the message

Use Group Lists for multiple copies of messages. If you find that you regularly send the same message to several people, ask the System Administrator to create a Group List for you. With a Group List, you can send the same message to all the mailboxes in the Group List.

Encourage C allPilot use. Old habits are sometimes hard to break, and some people have difficulty accepting or trying new technologies. Use your Personal mailbox and other CallPilot features, and encoura ge your co-workers and frequent callers to use them too.

Report problems promptly. If you encounter problems using CallPilot, report the trouble to the System Administrator as soon as possible.

P0919417 02.2

Nortel Networks CallPilot User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Conventions and symbols used in this guide

How CallPilot works

About display phones

About telephone buttons

Alternate extensions

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

Using the dialpad

CallPilot voice prompts

Automated Attendant

Types of mailboxes

Subscriber mailbox

Guest mailbox

Information mailbox

Special mailboxes

Initializing your mailbox

Checking which mailbox interface you use

Opening your mailbox

Opening your mailbox remotely

Changing your mailbox password

Recording your name in the Company Directory

Assigning a Target Attendant

Feature codes

Programming a memory button with a feature code

CallPilot mailbox options

Norstar Voice Mail mailbox options

Typ es of mailbox greetings

Recording a Primary or Alternate mailbox greeting

Choosing a Primary or Alternate mailbox greeting

Recording a Personalized mailbox greeting

Deleting a Personalized mailbox greeting

Receiving calls

Never Full mailbox feature

Playing your messages

Retrieving erased messages

Screening your calls

Interrupting a caller

Recording and sending messages

Searching the Company Directory

Assigning message delivery options

Message delivery options

Sending a message to more than one recipient

Replying to messages

Replying to an internal caller

Replying to an external caller

Placing a call with Thru-Dial

When to use Thru-Dial

Call Forwarding your calls to your mailbox

Setting up Call Forward remotely

Call Forward with Caller ID

Transferring calls to a CallPilot mailbox

Transferring a mailbox owner’s call to their mailbox

Transferring a call to Custom Call Routing (CCR)

About Outbound Transfer

Adding special characters to a destination number

Setting up Ou tbound Transfer

Turning Outbound Transfer on or off

Optimizing Outbound Transfer

Programming Outbound Tran sfer when CallPilot is behind a PBX

About Off-premise Message Notification

Off-premise Message Notification parameters

Setting up Off-premise Message Notification

Setting up Off-premise Message Notification to a pager number

Changing Off-premise Message Notification

Deleting a destination number

Adding a destination number

Turning Off-premise Message Notification on or off

About Call Record

Using Call Record

About Broadcast messages

Information mailbox greetings

Recording an Information mailbox greeting