Nortel Networks P0919417 03 User Manual

CallPilot

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Reference Guide

Part No. P0919417 03

CallPilot Reference Guide

recommendations in this document a re belie ved to be accurate and rel iable, bu t are presented wit hout ex press or implied w arranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc.

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

Trademarks

NORTEL NETWORKS is a tradema rk of Nortel Networks. Microsoft, MS, MS- D O S, Wind ows, and Windows NT are reg i s tered trademar ks of Mi c ros oft Corporation.

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

P0919417 03

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 03

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 03

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 procedures for that interface. For information about determining which interface you use, refer to “Checking

which mailbox interface you use” on page 18. Some procedures apply to both interfaces.

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

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

Conventions and symbols used in this guide

The follo wi ng conventions and symbols are used to describe features and how they operate.

Convention Example Used for

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

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

Dialpad buttons

Pswd: Command line prompts on display telephones.

PLAY

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

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

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8 Chapter 1 How to use this guide

P0919417 03

Chapter 2 Using CallPilot

How CallPilot works

CallPilot works with the telephone system to provide an automated receptionist service. CallPilot answers incoming calls, routes them to extensions and ma ilboxes in the system, and provides message tak ing capability.

About display phones

One line display phones

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

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

Two line display phones

Two line display phones show CallPilot commands and options. A two line d isp lay can sho w up to three display button options at once. In cases where there are more options, wait for the voice prompt to state the other available options. If you know the corresponding dialpad number for the option you want, you can press it any time during the voice prompt.

An example of a two line display

Display command line Display button options

Display buttons

Pswd: OTHR RETRY OK

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10 Chapter 2 Using CallPilot

About telephone buttons

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

Button name T7100, T7208, T7316

Feature

Handsfree Bottom right-hand

Hold

Volume Control

Release

≤ ƒ ƒ

button

≥˙ ˙ ˙

√ √ √

® ® ®

M7100, M7208, M7310, M7324

M7100N, M7208N, M7310N, M7324N

You can enter ≤, ƒ or ƒ and the code to use a feature. For example, press ≤·°⁄ to access your mailbox.

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

On T7100 terminals, you can answer a second call by pressing ˙. Your activ e call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time.

Alternate extensions

You can have up to two Alternate extensions for your mailbox. If a caller dials the mai n extension (an extension that has Alternate extensions assigned), the call

rings only at the main e xtension. If the call is not answered and the caller leaves a message, a message indicator appears at the main extension and any Alternate extensions. You can access the message from Alternate extensions with the Open Mailbox feature (≤·°⁄), the same w ay that you access messages from your main extension phone . Only an extension without a mailbox assigned to it can be used as an Alternate extension.

If an Alternate extension is assigned to a phone with Caller ID (CLID) and Call Display is enabled, CLID information appears on the display. If the call is not answered, the call goes to Cal l P il ot 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, ≤·°‡, from any phone as long as the caller is still leaving a message. For more information on Interrupt refe r to “Interrupting a

caller” on page 42.

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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) tones to allow access to CallPilot options through the dialp ad only. Rotary dials cannot be used internally with CallPilot.

To access CallPilot features such as Leave Message or Open Mailbox, call the CallPilot extension and follow the v oice prompts. You can determine the extension by entering ≤·°ﬁ on any display telephone .

You can also press:

• ˚•·°⁄ to open your mailbox or

• ˚•·°‚

to leave a message and follow the voice prompts.

Using the dialpad

The buttons on your di splay telephone dialp ad act as both numbers and letter s . Each button represents a number and letters of the alphabet.

To enter a character

To accept a character

To delete a character

Numbers and letters on the dialpad.

1 ’ -

⁄

G H I 4 g h i

›

P Q R S 7 p q r s

‡

Quit

•

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

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

press the

A B C 2 a b c

ﬁ J K L 5 j k l ﬂ

T U V 8 t u v

Q Z Zero q z

‚

display button.

BKSP

D E F 3 d e f

‹

M N O 6 m n o

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: command line prompt.

Pswd: OTHR RETRY OK

The prompt disappears for these command li ne prompts:

•Name:

•Log:

•Dest ph:

This display shows the Name: command line prompt:

Name: RETRY BKSP OK

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

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 dis play phone, y ou can use ei ther th e displa y but ton or the dialpad button to access the option.

On a one line di splay phone the voice prompt plays imm e diately. 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 displ ay phon e the v oi ce pr ompt pl ays a fter a few seconds delay . If y ou do n ot cho ose 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 03

Automated Attendant

The Automated Attendant acts as a receptionist for incoming calls. When it is enabled, the Automated Attendant answer s your company’s incoming phone lines depending on the time of day. If callers know which option they want, they can interrupt the Automated Attendant 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 the extension

• using the C ompany Directory

• leaving a messag e

• reaching the Operator

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

* If CallPilot is installed with bilingual capabilities, callers can press · to hear voice prompts in 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.

Chapter 2 Using CallPilot 13

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 h ave the Network Messaging or the Fax option insta ll ed.

Subscriber mailbo x

Most users have Subscriber mailboxes. A Subscriber mailbox is assigned by the System Administrator and is maintained by the mailbox owne r. 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. The y are assigned a number that looks a nd wor ks lik e an e xt ensio n. This l ets t he Gues t mailb ox 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 informat iv e message s to callers. In formation mailbo xes do not ha ve 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 Rout ing (CCR) or the Operator.

Information mailboxes are created by the System Administrator, and either the System Administrator or a mailbox owner can record Information mailbox greetings. For more information on Information mailbox greetings, refer to “Information mailbox greetings” on page

97.

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Chapter 2 Using CallPilot 15

Special mailboxes

Special mailboxes are set up automatically when CallPilot is initialized.

The Special mailboxes include:

• General Deli very 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 A dministrator, Receptionist or desig nated Operator can access the me ssages in the General Delivery Mailbox and send them to the appropriate mailbox.

System Administrator Mailbox

This mailbox is used by your System Administrator as a persona l mailb ox. You c a n leave messages for the System Administrator in this mailbox. Broadcast messages must be sent from the System Administrator Mailbox.

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16 Chapter 2 Using CallPilot

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Chapter 3 Setting up your mailbox

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

• Initializing your mailbox

• Checking which mailbox interface you use

• Opening your mailbox

• Changing your mailbox password

• Recording your name in the Company Directory

• Assigning a Target Attendant

Initializing your mailbox

Initializing your mailbo x prepa res you r mail box to r eceive messages. Your mailbox cannot rece i v e and store messages until it is initialized.

Initializing your mailbox involves:

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

• changing the CallPilot default password to your password

• recording your name in the Company Directory

To initialize your mailbox

≤·°⁄.

password.

start with zero. Press OK

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

or £.

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 password from four to eight digits long that does not

5 Reenter your new mailbox password and press OK

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

Press OK

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 mailbo x greeting ” on page 29 fo r more inform atio n. If you do not record a Personal greeting, your Company Directory name plays to callers who reach your mailbox.

7 Press OK

or press PLAY or press RETRY

8 Press ® to end the session.

or £ to accept the recording

or ⁄ to listen to the recording

or ¤ to re-record your name.

Checking which mailbox interface you use

CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The System Administrator determines which inte rface is assigned to your mailbox.

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

Some procedures apply to both interfaces.

To check which mailbox interface you use

1 Press

2 Check the display to see whic h interface you use:

0 new 0 saved PLAY REC ADMIN

No messages COMP MBOX EXIT

3 Press ® to end the session.

≤·°⁄.

Follo w the voic e prompts or the display b utton optio ns to open your mailbox.

This is the N or star Voice Mail interface.

This is the CallPilot interface.

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Opening your mailbox

After you initialize your mailbox you can open it from:

• your own extension

• another CallPilo t extension

• an outside tone dial phone

To open an initializ ed mailbox - Norstar Voice Mail

Chapter 3 Setting up your mailbox 19

≤·°⁄.

or if you are at another e xtension, or if you are using a Guest mailbo x, press OTHR

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

or • to display the Log: prompt.

Pswd: OTHR RETRY OK

1 Press

2 Enter your mailbox password and press OK

To open an initialized mailbox - CallPilot

Mbox: RETRY OK

1 Press

2 Press £

≤·°⁄.

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

Your mailbox number is normally the same as your extension.

or £.

or £

Pswd: RETRY OK

3 Enter your mailbox password and press OK

or £.

Opening your mailbox remotely

To open your CallPilot mailbox from an outside tone dial phone

1 Press •• during your gr eeting to open your mailbox. If you are in Europe or Australia

press °°.

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

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20 Chapter 3 Setting up your mailbox

Changing your mailbox password

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

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

To change your password

Pswd: RETRY OK

Again: RETRY OK

1 Press

2 If you use the CallPilot interface:

3 Enter your new mailbox password and press OK

4 Re-enter your new mailbox password and press OK

5 Press ® to end the session.

≤·°⁄.

Follow the voice prompts or the display buttons to ope n your mailbox.

•Press °› to open the Mailbox Password menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN or °

•Press PSWD

• Go to step 3

or ›

or £.

Password lock-out

For security reasons, the System Administrator can assi gn each mailbox a maximum number of incorrect passw or d attempts. If the number is reached, you are lock e d 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 afte r your pa sswor d e xpir es, you hea r the message “Your current password has expired.You must change your password. Please enter your new password, then press £.”

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Chapter 3 Setting up your mailbox 21

Recording your name in the Company Directory

The Company Directory is a list of mail box users on t he CallPil ot system. Bef ore you can use yo ur mailbox to recei v e messa ges, you must reco rd your spo ken name in the Compan y Direct ory. It is a good idea to include your mail box number in your Company Directory recording. For example “Pat Smith, mailbox 5813”. This establishes your “voice” name in a directory that is used by other CallPilot users and outs ide callers who use the Company Directory.

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

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

To record your name in the Company Directory

Record name? RETRY OK

Accept name? RETRY PLAY OK

1 Press

2 If you use the CallPilot interface:

3 At the tone, record your name.

4 Press OK

≤·°⁄.

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

•Press °¤· to open the Company Directory

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

•Press ⁄. This is a voice prompt and does not appear as a display button.

• Go to step 3

Press OK

or press PLAY or press RETRY

or £ to end the recording.

or £ to accept the recording

or ⁄ to listen to the recording

or ¤ to re-record your name.

or °

5 Press ® to end the session.

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22 Chapter 3 Setting up your mailbox

Assigning a Target Attendant

You can assign a Target Attendant to answer calls transferred from your mailbox. The default Target Attendant for your mailbox is the CallPilot Operator. The Target Attendant can be assigned to any valid extension.

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

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

To assign a personal Target Attendant

to speak to my assistant.”

‚

Atdt ext: oper CHNG

QUIT

Ext: RETRY OPER

1 Press

≤·°⁄.

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

2 If you use the CallPilot interface:

•Press °‚ to open the Company Direct ory

•Press ASST

or ⁄ to open the Target Atten dant menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬁ to open the Target Attendant menu

• Go to step 3

3 Press CHNG

or ⁄ to change the Target Attendant. The Atdt ext: oper prompt shows that the current attendant is the CallPilot operator.

4 Enter the extension number of the new Target Attendant

or press OPER

or ‚ to change the Target Attendant to the CallPilot

Operator.

Atdt ext:<xxxx> CHNG QUIT

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5 The display shows the extension you entered.

6 Press ® to end the session.

Chapter 4 Feature codes and mailbox options

Feature codes

Feature code name Dialpad buttons Description

Leave Message

Open Mailbox

Call Forward

CallPilot extension

Transfer

Interrupt

Name Dialing

Call Record

≤·°‚

≤·°⁄ ≤·°›

≤·°ﬁ

≤·°ﬂ

≤·°‡

≤·°°

≤·°·

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

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

Forwards incoming calls to your mailbox.

Displays the CallPilot extension number on your phone.

Transfers calls to a mailbox on the CallPilot system.

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

Lets you dial calls by searching the Company Directory.

Records a call and stores it in your mailbox.

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

“Programming a memory button with a feature code” on page 24.

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24 Chapter 4 Feature codes and mailbox options

Programming a memory button with a feature code

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

1 Press ≤·•‹.

Do not lift your handset.

Program Features

Press a button QUIT

Feature Code: QUIT

F__ QUIT CLEAR

2 The display shows Program Features.

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 ·°‡ 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

Passwo rd Change

Off-premise Notification

Goto Message

Personal Verification

Ta r g e t Attendant

Outbound Transfer

Display button

PSWD

NOTIF

GOTO

NAME

AT D T

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 your mailbox.

•Press mailbox.

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.

or ⁄ to go to the first message in

FIRST

or ¤ to go to the last message in your

LAST

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 Passwo rd

Ta r g e t Attendant

Listen to saved Messages

Outbound Transfer

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 greet ing

Types 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 no t record any greetings, your Company Directory name plays to callers who reach your mailbox. Refer to “To record your

name in the Company Directory” on page 21”.

There are three types of mailbox greetings: Primary, Alternate and Personal ized.

Primary mailbox gre eting

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

For example, Hi. This is Pat Smith. I’m not able to take your ca ll r ight now. Please leave me a

message at the tone and I will re tur n your call as soon as possible.”

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

Alternate mailbox greeting

The Alternate mailbox greeting is normally used for special circumstances.

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

Although I am out of the off ice , I do che ck my mailb ox daily. Please leave me a message at the tone and I will return your call as soon as possible. Thank you.”

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

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28 Chapter 5 Greetings

Personalized mailbox greeting

Personalized mail box gre eting s are a v ai la ble on ly if your c ompan y s ubscr ibes t o Call er ID ( CLID) service from your loca l telephone company. For more information about CLID, ask your System Administrator.

A Personalized mailb ox gr eeting plays to callers based on the caller’s telephone number. CallPilot recognizes the assigned incoming telephone number and plays the Personalized mailbox greeting.

For example, “Hi Sus an. I may have missed your call, but I don’ t wa nt 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 gree ting from any tone dial telephone. When you record a greetin g, do not u se the Hands free f eatur e. You ge t bett er re sults if you speak di rect ly int o the handset.

P0919417 03

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

Greeting options REC

CHOOSE CFWD

Greeting: PRIME ALT PERS

Not recorded

1 Press

≤·°⁄.

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

2 If you use the CallPilot interface:

•Press °¤ to open the Greetings Options menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

•Press GREET

or ° or ¤

• Go to step 3

3 Press REC

4 Press PRIME

or ⁄.

or ⁄ to record the Primary greeting or press ALT

or ¤ to record the Alterna te greeting.

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

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

appears briefly.

Record now? YES NO QUIT

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

6 Press YES

7 Press OK

8 Press OK

or ⁄ and record your greeting at the tone.

or £ to end the recording.

or £ to accept the recording or press PLAY

or ⁄ to listen to the greeting or press RETRY

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 recei ves 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 presses a butt on to send a fax, the fax goes to the General Delivery Mailbox, 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

≤·°⁄.

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

•Press °¤ to open the Greetings Options menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

•Press GREET

• Go to step 3

go to step 6 or press

or ¤ to select the Alternate mailbox greeting and

ALT

go to step 5.

or ⁄ to select the Primary mailbox greeting and

or ° or ¤

or ¤ to select a greeting.

Greeting options REC CHOOSE CFWD

Use greeting: PRIME ALT QUIT

1 Press

2 If you use the CallPilot interface:

3 Press CHOOSE

4 Press PRIME

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