Nortel Networks CallPilot User Manual

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Reference Guide

Part No. P0919417 02.2

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

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

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

P0919417 02.2

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

Contents

Chapter 13

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

Chapter 14

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

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

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

P0919417 02.2

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.

CallPilot Reference Guide

8 Chapter 1 How to use this guide

P0919417 02.2

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

CallPilot Reference Guide

10 Chapter 2 Using CallPilot

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

P0919417 02.2

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.

CallPilot Reference Guide

12 Chapter 2 Using CallPilot

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

Pswd: OTHR RETRY OK

Pswd:

The prompt disappears for these command 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

P0919417 02.2

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

CallPilot Reference Guide

14 Chapter 2 Using CallPilot

Types of mailboxes

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

• Subscriber mailboxes, which include Guest mailboxes

• Information mailboxes

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

Mailbox

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

Subscriber mailbox

Most users have Subscriber mailboxes. A Subscriber mailbox is assigned by the 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.

P0919417 02.2

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.

CallPilot Reference Guide

16 Chapter 2 Using CallPilot

P0919417 02.2

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.

CallPilot Reference Guide

18 Chapter 3 Setting up your mailbox

Accept name? RETRY PLAY OK

After you initialize your mailbox, record your mailbox greetings. Refer to “Recording a Primary or Alternate mailbox 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.

P0919417 02.2

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

°°.

CallPilot Reference Guide

20 Chapter 3 Setting up your mailbox

Changing your mailbox password

You can change your mailbox password at any time. A password must be from four to eight 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

.”

P0919417 02.2

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

CallPilot Reference Guide

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

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.

CallPilot Reference Guide

24 Chapter 4 Feature codes and mailbox options

Programming a memory button with a feature code

Each CallPilot feature code can be programmed to a single 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.

P0919417 02.2

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

CallPilot Reference Guide

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.

P0919417 02.2

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.

CallPilot Reference Guide

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.

P0919417 02.2

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.

CallPilot Reference Guide

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

P0919417 02.2

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