Nortel Networks P0919417 03 User Manual

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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.

CallPilot Reference Guide

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

CallPilot Reference Guide

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

P0919417 03

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.

P0919417 03

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 £.”

P0919417 03

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

P0919417 03

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.

P0919417 03

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

P0919417 03

Chapter 5 Greetings 31

Accept msgs:Y CHNG OK

Note: If you choose a greeting that is not yet recorded, 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. Press CHNG

or ⁄ to toggle from yes to no or press OK

or £ to accept.

6 Press ® 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 greeting to only one telephone number.

If you record a Personalized greeting, program your mailbox to receive messages and choose an Alternate mailbox g reeting, the Persona lized gr eeting ta kes pre cedenc e ov er an y other greeting s. If you program yo ur mailbox not to receive messages and choos e an Alternate mail box greeting, the Alternate mailbox greeting takes precedence over any other greeting, including Personalized mailbox greetings.

To record a Personalized mailbox greeting

Greeting options REC CHOOSE CFWD

Greeting: PRIME ALT PERS

Greeting: RETRY OK

Ph:<none> CHNG OK

1 Press

≤·°⁄.

Follow the voice prompts or the displ ay button options on your telephone 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 PERS

or ⁄.

or ‹ to record a Personalized mailbox greeting.

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

6 Press CHNG

or ⁄.

Ph: RETRY OK

P0919417 03

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.

Chapter 5 Greetings 33

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

8 At the tone, record the greeting and press OK

recording.

9 Press OK

or £ to accept the recording or press PLAY

or ⁄ to listen to the greeting or press RETRY

or ¤ to rerecord the greeting .

10 Press ® to end the session.

Deleting a Personalized mailb ox greeting

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

To delete a Personalized mailbox greeting

1 Press

≤·°⁄.

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

or £ to end the

Greeting options REC CHOOSE CFWD

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 Voice Mail interface:

•Press ADMIN

•Press GREET

or ° or ¤

• Go to step 3

3 Press REC

4 Press PERS

or ⁄.

or ‹ to choose a Personalized mailbox gree ting.

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

delete.

6 Press DEL

or ¤ to delete the greeting.

7 Press ® to end the session.

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34 Chapter 5 Greetings

P0919417 03

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 er ased messages

• Screening your calls

• Interrupting a caller

Receiving calls

CallPilot can be used by ou tside calle rs and ot her mai lbox owners in your compan y. When you are away from the office, you can use CallPilot with any tone dial telephone. When you are at t h e office, you can use CallPilot from any telephone connected to your company’s CallPilot system.

Even outside callers 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 Nev er Full mailbox feature lets external callers leave a message in your mailbox, e ven if the mailbox is technicall y “ful l”. The me ssage i s stored i n yo ur mailbox, but you cannot access it until you delete at least one existing message to allow space for the new message. If you attempt to listen to any new messages before deletin g an existing message, you hear this voice announcement:

“Your mailbox is full. You must erase some messages before you can listen to new messages.”

If your mailbox is full, you cannot leave a message in another mailbox, create a new message, copy, send, or reply to a message until you delete at least one existing message.

The Never Full mailbox feature is not avai lable to internal callers. Internal callers cannot leave messages in mailbox es that are technically “full”.

CallPilot Reference Guide

36 Chapter 6 Accessing your messages

Playing you r messages

Use the procedure for playi ng your messages t hat corresponds to the interface you use:

• “To play your messages - Norstar Voi ce Ma il ” on page 36

• “To play your messages - Cal lPilot” 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 displ ay button options on your telephone, to open your mailbox.

2 new 0 saved

REC ADMIN

PLAY

2 Press PLAY

For other options, refer to the table “Playing your messages -

or ¤ to listen to your messages.

Norstar Voice Mail” on page 36.

3 Press ® to end the session.

The table “Playing your messages - 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.)

P0919417 03

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

Volume 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.

on a two line display telephone. (Refer to

SAVE

. After four

Notes: 1 Because your mailbox has limited messag e storage space, delete any messages you no longer

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 rmat ion ab out re trieving deleted messages refer to “Retrieving erased messages” 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. F or 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

≤·°⁄.

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

A voice prompt ann ounc es the number of new and saved messages that you have.

No messages COMP MBOX EXIT

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

Press ¤

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

messages - Ca ll Pilot”.

3 Press ® to end the session.

The table “Playi ng 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

playing Description

Skip Back

Skip Forward

Previous Message

Next Message

Call Sender

Help

Envelope

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⁄

‹

›

ﬂ

• ✔

‡⁄ ✔

‡¤ ✔

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.

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 ar e still in the CallPilot session. An erased message remains in your mailbox unt il you end the current CallPilot session.

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 M a il

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 PLAY

To retrieve an erased message - CallPilot

You can retrieve a deleted message. A deleted message remains in your mail box until you end the current Call Pilot session. L ocate the delet ed message. Pre ss ‡ﬂ to restore the message.

or ¤ to listen to your era sed message.

After you pl a y your erased m essage, you can resto re it. If you end the cu r rent session without restoring the erased message, it is permanently erased from CallPilot.

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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 call er 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 • when they are asked to record their name, the call goes back to t he Automated Attendant.) The caller hears a hold tone while they wait. If yo u do not answer, the call transfers to your mailbox.

Since some callers do not like to record their name an d wait for service, use this feature w ith discretion.

Chapter 6 Accessing your messages 41

To use Call Screening

1 You receive an external call that is transferred from the Automated Attendant or from Custom

Call Routing (CCR).

2 CallPilot announce s the cal le r’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 le ave a message in your mailbox:

• press ANS

• press QUIT

or ⁄ to answer the call

or • to transfe r the call to your mailbox.

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42 Chapter 6 Accessing your messages

Interrupting a caller

With the Interrupt feat ure (≤·°‡) 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 memor y button with a feature 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 messa ge that was recorded remains in yo u r 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 (º 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 th e caller is listenin g to your greetin g .

The indicat or flashes slowly if the call er is leaving a messa ge .

P0919417 03

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 than 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 Mailbox 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 Leav e 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 that apply to your interface:

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

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

• “T o r ecord a nd send a mes sage using the Lea v e Message feat ure - Norst ar Voice Mail” on pag e

• “To record and send a message using the Leave Me ssage 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

0 new 0 saved PLAY REC

Record message RETRY PAUSE OK

Accept rec? RETRY PAUSE OK

Mbox: DIR QUIT

ADMIN

1 Press

≤·°⁄.

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

2 Press

REC

or ‹

and record your message at the tone.

3 Record your message.

Press PAUSE When you wish to resume re cording, press CONT

or ¤ to pause your message.

or ¤ to continue

recording your message.

Press OK

or £ to end your recording or press RETRY

4 Press OK

to erase and re-record your message.

or £ to accept your message or press PLAY

or ⁄ to listen to you r message or press RETRY

or ¤ to erase and re-record your message.

5 Enter the mailbox number or the Group List number

or press DI R

or £ to search the Company Directory.

Smith, Pat OPTS CC SEND

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6 Press SEND

or £ to send the message now with the Normal delivery option or press CC

or › to send this message to more than one mailbox owner, with one set of delivery options applied to all recipients. The display sho ws t he name of th e mailb ox o w ner o r Group , in th is example, mailbox owner Pat Smith.

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

delivery options - Norstar Voice Mail” on page 50

or press ® to end the session.

Chapter 7 Sending messages 45

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

To: NAME SPEC D ONE

To: XXXX RETRY OK

To: NAME SPEC DO NE

EMPTY REC

Recording....

REREC OK

1 Press

≤·°⁄.

Follow the v oice pro mpts or display options to open your mailbox.

2 Press COMP

or ‡ﬁ to enter the Compose Message option.

3 Enter the mailbox number or Group List address

and press £ or press NAME

or ⁄⁄ to search the Company Directory and go to step 5. (The defaul t t o search the Company Directory is ⁄⁄. The System Administrator can change this number.)

4 Press OK

or £ to accept the address or press RETRY

to enter a new mailbox address and go to

step 3.

5 Press DONE

6 Press REC

7 Press OK

or £ when you are finished entering addresses.

or ﬁ and record your message at the tone.

or £ to end your recording or press REREC

to erase and re-r ecord your message.

Rec stopped PLAY DEL SEND

8 Press PLAY

or ¤to listen to your message or press SEND

or ‡· to send the message now with the Normal delivery option or press DEL

or ‡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 - C a l lPilot” on pag e 51

or press ® to end the session.

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46 Chapter 7 Sending messages

To record and send a me ssage using the Leave Message feature Norstar Voice Mail

Mbox DIR QUIT

Record message: RETRY PAUSE OK

Message options: RETRY PLAY SEND

1 Press

≤·°‚.

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

know the mailbox number, press DI R

or £ to use the Company

Directory.

3 When you he ar the tone, reco rd your message.

You can press PAUSE press CONT

or ¤ to continu e r ecording your message

or ¤ to stop your recording and

or press RETRY

4 Press OK

5 Press SEND

to erase and re-record your message.

or £ to end your recording.

or £ or replace the handse t t o send the message using the Normal delivery option or press PLAY

or ⁄ to listen to your message or press RETRY

or ¤ to erase and re-record your message or press ‹ to change the delivery options.

To record and send a me ssage using the Leave Message feature CallPilot

To: NAME DONE

To: XXXX RETRY OK

<xxxx>

Recording....

REREC OK

P0919417 03

1 Press ≤·°‚.

2 Enter the mailbox address or Group List address.

Press NAME

3 Press OK

Press RETRY

or ⁄⁄ to use the Company Directory.

or £ to accept the address.

to enter a new mailbox address.

4 Record your message at th e tone.

5 Press OK

or £ to end your recording or press REREC

to erase and re-r ecord your message.

Chapter 7 Sending messages 47

Rec stopped PL AY DEL SEND

6 Press PLAY

or press SEND delivery option or press DEL

or ¤ to listen to your message

or ‡· to send the message now with the Normal

or ‡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 b ut not the mailbox number of someone you want to send a message to, you can search th e Company Directory. You can find any initia lized mailbox by searching the Company Direc tory. B y default, you can press ⁄⁄ to search the Company Directory, but the System Administrator can change the dialpad buttons.

If the Company Directory is not enabled:

•the DI R

•the NAME

• 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

display option for CallPilot does not appear on the display

To search the Company Directory

≤·°‚.

•Press NAME

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press DI R

• Go to step 3

of the mailbox owner’s name to locate and select the person’s mailbox. Enter the last name, first name or both names depending on how your system is set up.

or ⁄⁄ to search the Company Directory

or £ to search the C ompany Directory

Last name: OK

1 Press

2 If you use the CallPilot interface:

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

Wayne, Paul RETRY NEXT OK

Wayne, Paul

P0919417 03

This display sho ws 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 OK or if you do not want the person who is shown, press NEXT see the next m a tching name.

5 The greeting of the mail box owner plays. If the mailbox o wner you

select does not ha v e a Pe rs onal gr eeti ng recor ded and s elect ed, you hear their Company Directory recording.

or £

or ⁄ to

Assigning message delivery options

Use the procedure for the in terface you use:

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

• “To assign message delivery options - CallPilot” on page 51

Message d elivery o p tions

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 urgent

appears instead of

ACK

OTHR

”.

, the Timed

The Certified/A cknowledge and Timed delivery option s are available only if you call f rom a telephone that has a mailbox associated with it. Messages sent with the Timed delivery option are delivered at the time tha t 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 corr esponds 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 assume d . When the specified ti m e and date occurs , the message is sent . You cannot cancel the message prior to delivery.

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50 Chapter 7 Sending messages

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 OPTS CC SEND

Delivery options CERT URG ENT OTHR

Delivery options PRIV T IME

Time hhmm: RETRY

2 Press OPTS

3 Press CERT

for delivery options.

for Certified delivery and go to step 9 or press URGENT

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 av ailable.

If you are using a one line display phone, press ‹ for Private delivery or press › for Timed delivery.

4 Press PRIV

or ‹ to send a message with a Private delivery option and go to step 9 or press TIME

or › to set up a delivery time for the message.

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

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

hh:mm RETRY AM PM

hh:mm am/pm RETRY OK

Tu mm dd CHNG NXTDAY OK

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6 Press AM

or ⁄

or ¤.

7 Press OK

or £ to accept the time you ente red or press RETRY or

• to change the time.

8 Press CHNG

Press NXTDAY

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

to change the date to the next day (the day after the date that is shown). Press OK

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

Chapter 7 Sending messages 51

Wayne, Pat OPTS CC SEN D

9 Press SEND

or £ to send the message now

press • to cancel all delivery options.

0 new 8 saved PLAY REC ADMIN

10 Press ® 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.

2 Press ‡‚ for message options.

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

Msg options URG PRIV OTHR

3 Press URG

or press PRIV or press OTHR If ACK option is not available.

or ⁄ for Urgent delivery and go to step 9

or › for Private delivery and go to step 9

for Acknowledged or Ti me d delivery and go to step 4.

appears on the third display button, the Timed delivery

Msg options ACK TIME

TIme hhmm: RETRY

hh:mm RETRY AM PM

If you are using a one line display phone, press ﬁ for Private delivery or press ﬂ for Timed delivery.

4 Press ACK

or ﬁ to send a message with a Private delivery option and go to step 9 or press TIME

or ﬂ to set up a delivery time for the message.

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

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

6 Press AM

or ⁄

or ¤.

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52 Chapter 7 Sending messages

hh:mm am/pm RETRY OK

Tu mm dd CHNG NXTDAY OK

7 Press OK

or £ to accept the time you entered or press RETRY or

• to change the time.

8 Press CHNG

Press NXTDAY

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

to change the date to the next day (the day after the date that is shown). Press OK

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

9 Press ‡· to send this message now

or press ‡‚ to cancel all delivery options.

10 Press ® to end the session.

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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 recei ves 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 Syste m Administrator:

• the mailbox owners’ names

• a list of the mai lbox 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 Norsta r Voice Mail interf ace, you c an enter t he Group L ist number in stead of a mailbox number at the Mbox: prompt

• and you use the CallPilot interface, you can enter the Group Li st number instead of a mailbox number at the To : prompt

If you know the name of the Group List:

• and you use the No rstar Voice Mail int erfac e, enter the name of the Gro up List i n the Comp any Directory at the DI R

• and you use the CallPilot int erface, ent er the name of the Group List in the Company Direct ory at the NAME

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 message to a mailbox, you can record an introduction to the message. If you use the Norstar Voice Mail interface, your introduction must be at least three seconds 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 introduc tion and t he message t o another mai lbox, or qu it and re turn 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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54 Chapter 7 Sending messages

Replying to messages

You can reply to internal and external callers. You can reply to a message from an external caller if your company subscribe s to CLID.

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

• “To reply to an interna l cal ler - 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

CallPilot reply to the caller’s

extension

leave a message in the caller’s mailbox

to transfer to the internal caller’s extension.

CALL

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

MSG

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 Press ≤·°⁄.

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

1 new 0 saved PLAY REC ADMIN

End of message REPLY ERASE NEXT

2 Press PLAY

3 After you listen to the message, press REPLY

or¤.|

or ·.

Reply to msg MSG CALL QUIT

P0919417 03

4 Press CALL

or press MSG

or ¤ to call the caller

or ⁄ to record and send a reply.

To reply to an internal caller - CallPilot

1 Press ≤·°⁄

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

2 A mailbox summary is announced.

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

3 Press ¤ to play the current message.

4 Press · to call the caller

or press ‡⁄ to record and send a reply.

Chapter 7 Sending messages 55

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56 Chapter 7 Sending messages

Replying to an external caller

You can reply to a message from an external 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 an external caller - CallPilot” on page 56

To reply to an external caller - Norstar Voice Mail

≤·°⁄.

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

or ¤.

CallPilot dials the external number directly.

1 new 0 saved PLAY REC ADMIN

End of message

ERASE NEXT

1 Press

2 Press PLAY

3 After you listen to the message, press REPLY

To reply to an external caller - CallPilot

1 Press

2 A mailbox summary is announced.

3 Press ¤ to play the current message.

4 Press · to call the caller.

≤·°⁄.

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.

CallPilot dials the external number directly.

or ·.

P0919417 03

Placing a call with Thru-Dial

With Thru-Dial you can call another number while you are logged on to you r 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 ava ilable. 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 a re at a pay phone.

Use Thru-Dial if you w ant cal lers to be able to dial anot her number t o reach your Target Atten dant, (which you can change to be an out-of-office number) or maybe another contact person if you're not available.

Chapter 7 Sending messages 57

When you are making calls from a hot el you can a voi d toll char ges by usin g Thru-Dial to call other extensions fr om 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 ma ilbox, leave a message, then Thru-Dial to B ob 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 ca lling remotely press •• during your greeting to open your mailbox.

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

• If you are calling from your Nortel Networks phone press

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

≤·°⁄.

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

Do not pause for more than two seconds while you are entering the number.

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58 Chapter 7 Sending messages

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

If you enter a name instead of a number with Thru-Dial, CallPilot places the call as soon as it finds a match for the name.

1 Open your mailbox:

• If you are ca lling remotely press •• during your greeting to open your mailbox.

If you are in Europe or Australia press °°. Follow the voice prompt s to enter your mail bo x number and password.

• If you are calling from your Nortel Networks phone press

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

2 Press ‚, followed immediately by ⁄⁄ to search the Company Di rectory. This is the

default Company Directory number. The System Administrator can change the Company Directory number. If you don’t know the number, press •.

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

For instructions on entering the name, refer to “Searching the Company Directory” on page

48.

≤·°⁄.

To use Thru-Dial to reach your Target Attendant

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

1 Open your mailbox:

• If you are ca lling remotely press •• during your greeting to open your mailbox.

If you are in Europe or Australia press °°. Follow the voice prompt s to enter your mail bo x number and password.

• If you are calling from your Nortel Networks phone press

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

≤·°⁄.

2 Press ‚, then wait for the call to be answered by your Target Attendant.

For information on setting up a Target Attendant ref er to “Assigning a T a rget Attendant” on

page 22.

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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 example, you can set up Call For warding 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 Ca ll 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 fol lowing:

•press ≤·°› again

•press ∞

•press ≤£›

•press CANCEL

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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 Atten dant or your busi ness telephone 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 ‹ to open the Call Forward menu. 6 Press ⁄ to turn Call Forward on or off.

• 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 ⁄ to turn Call Display on or off.

• If Call Display is on, the voic e prompt says

“Caller information will be displayed at your set.”

• If Call Display is off, the voice prompt says

“Caller information will not be displayed.”

8 Replace th e ha ndset to end the session.

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Call Forward with Caller ID

The Call Forward with Caller ID (CLID) feature is available only if your company subscribes to a CLID service. If you are not sure whether your co mp any 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 F orw a rd with CLID to sc reen ca lls f orw arde d to your mailbo x. If th e featur e is enabled, you hear an Aler t tone and the CLID information appears on the tele phone display.

To talk to a caller who is forwarded to your mailbox, press ≤·°‡ to interrupt the call.

To turn Call Forward with CLID on or off

1 Press ≤·°⁄.

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

Chapter 8 Call Forwarding your calls 61

or °. or ¤.

or ‹.

or ⁄ to have your calls go to CallPilot without ringing

or ¤ to have calls ring at your set.

or ⁄ to turn Call Display on or off.

Greeting options: REC CHOOSE CFWD

Forward calls? YES NO

Display caller: Y CHNG QUIT

2 Press ADMIN

Press GREET

3 Press CFWD

4 Press YES

at your phone or press NO

5 Press CHNG

6 Press ® to end the session.

Call Forward on Busy overrides CLID

If your display te le phone is assigned Call Forward on Busy, CLID information do es not appear on the display. Call Forward on Busy is a feature that forwards your calls to another designated telephone or extensio n if your telephone is busy. Call Forw ard on Busy is assigned by the Syst em Administrator.

CallPilot Reference Guide

62 Chapter 8 Call Forwarding your calls

P0919417 03

Chapter 9 Transferring ca lls

This chapter describes transferring calls and explains:

• 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

• Setting up Ou tbound Transfer

• Adding special characters to a destination number

• Setting up Ou tbound Transfer

• Turning Outbound Transfer on or off

• Optimizing Outbound Transfer

Transferring calls to a CallPilot mailbox

With the Transfer feature ≤·°ﬂ you can transfer a call from your business telephone 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 tel ephone, the call does not com e ba ck 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 mailbox, which saves time.

≤·°ﬂ is not available on the Companion Wireless telephone.

To transfer a call to a mailbox from your telephone

1 Press ≤·°ﬂ.

Do not press Hold ≥ because the call is put on hold automatically.

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

Directory:

• If you use the Norstar Voice Mail interface pres s the DIR

• If you use the CallPilot interface press the NAME

3 Wait un til the display shows Call transferred before you attempt any other CallPilot

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

display option.

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64 Chapter 9 Transferring calls

Transferring a mailbox owner’s call to their mailbox

You can tra ns fer a mailbox owner’s call to their C allPilot mailbox so that they can change their greetings or retrieve their messages.

To transfer a mailbox owner’s call to their mailbox

1 Press ≤·°ﬂ.

Do not press Hold ≥ because the call is put on hold automatically.

2 Enter the mailbox owner ’s mailbox number. 3 Wait un til the display shows Call transferred before you attempt any other telephone

features.

Note: Do not use ≤‡‚to transfer a mailbox owner’s call. This feature transfers the call to their telephone and the call returns to you.

≤·°ﬂ is not available on a Companion Wireless telephone.

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

1 Press •• while their mailbox greeting plays.

2 Follow the voice prompts to open their mailbox.

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Chapter 9 Transferring calls 65

Transferring a call to Custom Call Routing (CCR)

CCR is a single-dig i t a pplication that provides calle rs with a more sophisticated menu and a wi der 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-recor ded CCR Information message

• leave a message in a mailbox

• transfer to another extension or an external number

For more infor mation about CCR, ask your System Administrator.

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

To transfer a call to a CCR Tree

1 Press ≤·°ﬂ.

Do not press Hold ≥ because the call is put on hold automatically.

2 Choose a CCR Tree by entering a digit from 1 to 8 and pressing £. 3 Wait until the display shows 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 that you assign. A caller can use Outbound Transfer from any tone dial telephone, and you can direct your Outbound Transfer calls to any telephone.

You can tell callers about t his feat ure in you r personal greetin g. If you in form 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 interface , tell callers to press ·

For exampl e:

“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 n eed to reach me befor e tomor row, p ress ‡ and you will be transferred to my cell phone. Thanks.”

Note: The r estr icti ons th at ap ply to yo ur te lephon e l ine a lso a pply t o Outb ound Transfer numbers. For example, if you cannot dial long distance telephone numbers from your telephone, you cannot have a long distance Outbound T ransfer destination. If your mailbox is restricted to extension destinations 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 information.

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.

Follo w t he voice prompts or press ADD (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.

Note: If you are adding special characters, do not press the dialpad buttons £ to enter a #, or • to enter a *. Press the button directly below the option on a two line display telephone, or listen to the voice prompts.

to add special characters to a destination telephone number

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Adding special characters to a destination number Press Description

Chapter 9 Transferring calls 67

¤ or DI G S

‹or PAUS

›

ﬁ

OTHR #

ﬂ

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 ADMIN SELECT

Destination: PHONE EXT

Ph: RETRY OK

•Press °‚ to open the Mail box Options

•Press ·

•Press ‹ to open the Outbound Transfer menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ° to open the Outbound Transfer menu

• Go to step 3

3 Press ADMIN

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

4 Press PHONE

5 Enter the destinati on phone number and press OK

to select an external phone as the destination.

or £.

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68 Chapter 9 Transferring calls

<x> ADD OK

6 Press OK

<x>

or £ to accep t the destination number, represented by

or press ADD

or ¤ to add special characters. F or infor mation, refe r to

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

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

Transfer: off CHNG QUIT

Transfer: on CHNG QUIT

7 Press CHNG

8 Press QUIT

or ⁄ to turn Outbound Transfer on.

or •.

9 Press ® to end the session.

To set up Outbound Transfer to an extension

1 Press

2 If you use the CallPilot interface:

≤·°⁄.

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

•Press °‚ to open the Mail box Options

•Press ·

•Press ‹ to open the Outbound Transfer menu

• Go to step 3

or £ to accept the

Outbound xfr ADMIN SELECT

Ext: RETRY OK

Accept<x> RETRY OK

Transfer: off CHNG

Transfer: on CHNG QUIT

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QUIT

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ° to open the Outbound Transfer menu

• Go to step 3

3 Press ADMIN

or ⁄ to set up Outbound Transfer.

4 Enter the destination extension and press OK

5 Press OK

or £ to accept the number.

The <x> represents the extension.

6 Press CHNG

7 Press QUIT

or ⁄ to turn Outbound Transfer on.

or •.

8 Press ® to end the session.

or £.

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 affect any of its assigned parameters.

To turn Outbound Transfer on or off

Chapter 9 Transferring calls 69

Outbound xfr ADMIN SELECT

Transfer: off CHNG QUIT

1 Press

2 If you use the CallPilot interface:

3 Press SELECT

4 Press CHNG

≤·°⁄.

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

•Press °‚ to open the Mail box Options

•Press ·

•Press ‹ to open the Outbound Transfer menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

•Press ° to open the Outbound Transfer menu

• Go to step 3

or ¤ to access Outbound Transfe r.

or ⁄ to turn Outbound Transfer on.

Press CHNG

again to turn Outbound Transfer off.

or °

Transfer: on CHNG QUIT

5 Press QUIT 6 Press ® to end the session.

or •.

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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 transfers a caller to an Outbound Transfer telephone number. Both lines remain in use while the caller connects to the Outbound Tr ansfer telephone number.

To optimize the use of CallPilot lines, the Outbound Transfer cal l t o an external telephone number can transfer to the incoming line to make the outgoing call. This type of tran sfer 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 suppor ts Link transfer is a Centrex line. If Li nk 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 £ before the Outbound Transf er telephone number.

For exampl e, the telephone number looks like:

£ﬁﬁﬁ⁄¤‹›

where:

• £ instructs CallPilot to use the incoming line to perform the transfer

• ﬁﬁﬁ⁄¤‹› is the telephone number dialed

Programming Outbound Transfer 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 tone

• ¤ 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 03

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 numb 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 hav e a message. Your System Administrator enables Off-premise Message Notification.

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 can receive notification of a message at a maximum of five different destination numbers. When the number of retry attempts is reached for each destination number, the next number in the series is called. For example, CallPilot 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 rings at your pager nu mber , and so on. The numbe r of retry attempts is as signed by your System Administrator.

If the destina tion type is Phone, you must assign start and stop times. The start and stop times apply to all five notificati on numbers.

Off-premi se Messa ge Notif i ca tion be gin s at the star t time. Set the start time for the time you are a t the destination phon e 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 programme d 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 ⁄. If you have received this call by mistake, please press ¤.

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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 Notification 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 noti fied 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 Notification numbers. For example, if you cannot dial long distance phone numbers from your phone, you cannot have a long distance Off-premise Message Notification destination number.

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Chapter 10 Off-premise Message Notification 73

Setting up Off-premise Message Notification

Follo w the se instructions if you are setting up Off-premise Message Notificatio n for the first time. If you have already set up Of f-p remise Message Notification, refer to the section “Changing

Off-premise Mess age 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

Msg notify ADMIN SELECT

Destination: PHONE EXT 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 to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

3 Press ADMIN

4 Press PHONE

or ⁄ to set up Of f-premise Message Notification.

or ⁄ to choose a phone number desti nation.

Ph: RETRY OK

5 Enter the destinati on phone number and press OK

destination phone number is a maximum of 30 digits.

CallPilot Reference Guide

or £. The

74 Chapter 10 Off-premise Message Notification

<x> ADD OK

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

6 Press OK

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

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special character s, p re ss OK

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-digit hour and minute with a zero.

8 Press AM

or ⁄ or

or ¤.

9 Press OK

or £ to accept the start time.

10 Enter the time w h en Off-premise Messa ge 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 NEXT

Stop:<stop time> CHNG NEXT

11 Press AM

or ⁄ or

or ¤.

12 Press OK

or £ to accept the stop time.

13 Press YES

or press NO

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

14 Press NEXT

or press CHNG

15 Press NEXT

or press CHNG

or ⁄ if you want to set up another destination number

or £ to accept the start time that you entered

or ⁄ to change the start time.

or £ to accept the stop time that you entered

or ⁄ to change the stop time.

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Chapter 10 Off-premise Message Notification 75

Msg type: new CHNG OK

Msg notify ADMIN SELECT

16 Press OK

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

or ⁄ if you want to be notif ied only when you receive

an urgent message.

17 Press ® to end the session.

CallPilot Reference Guide

76 Chapter 10 Off-premise Message Notification

To set up Off-premise Message Notification to an extension

Msg notify

SELECT

ADMIN

Destination: PHONE E XT 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 to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

3 Press ADMIN

4 Press EXT

or ⁄ to set up Of f-premise Message Notification.

or ¤ to choose an extension as the destination.

Ext: RETRY OK

Accept:<x> RETRY OK

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

5 Enter the destination number and press OK

6 Press OK

The

or £ to accept the destination extension.

represents the extension.

<x>

or £.

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

four-digit f ie ld. An y single- digit hou r and minut e must be p receded by zero.

8 Press AM

or ⁄

or ¤.

9 Press OK

or £ to accept the start time.

10 Enter the time w h en Off-premise Messa ge Notification is to stop.

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

P0919417 03

Chapter 10 Off-premise Message Notification 77

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES NO

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

11 Press AM

or ⁄

or ¤.

12 Press OK

or £ to accept the stop time.

13 Press YES

or press NO

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

number.

14 Press NEXT

or press CHNG

15 Press NEXT

or press CHNG

16 Press OK

or £ if you want to be notified when you receive a new message or press CHNG an urgent message.

or ⁄ if you want to set up another destination number

or £ to accept the start time that you entered

or ⁄ to change the start time.

or £ to accept the stop time that you entered

or ⁄ to change the stop time.

or ⁄ if you want to be notified only when you rec eive

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 pager de stination number from behind a PBX, remember to insert a · (depending on you r system) before the £ to access an outside line.

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

For example, to reach your pager, enter:

£›¤ﬁﬁﬁ⁄¤‹›£‹

where:

• £ specifies the next digits are special characters

• › recognizes dial tone

• ¤ specifies that the next digits are the numbers to be dialed

• ﬁﬁﬁ⁄¤‹› is the pager phone number dialed

• ‹ inserts a timed pause

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 °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

or ¤ to open the Off-premise Message

or °

Msg notify ADMIN SELECT

P0919417 03

3 Press ADMIN

or ⁄ to set up Of f-premise Message Notification.

Chapter 10 Off-premise Message Notification 79

Destination: PHONE EXT PAGER

Pager: RETRY OK

<x> ADD OK

Show:<xxxx> CHNG NEXT

4 Press PAGER

5 Enter the destination pager number and press OK

6 Press OK

or ‹ to select a pager number destination.

or £.

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

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special character s, p re ss OK

7 Press NEXT

or £ to accept the default pager message represented

or £.

by <xxxx>. The default pager me ssage that CallPilot se nds 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.

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

8 Press YES

or ⁄ if you want to set up another destination number or press NO

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

number.

9 Press OK

or £ to be notified when you receive a new message or press CHNG

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 recei ve noti f icat ion of a messa ge at a maximum of f i ve different destination n umbers. Th e following steps show you how to enter a phone number destination and then add a pager destination for the first time.

Msg notify ADMIN SELECT

Destination: PHONE

EXT 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 to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

3 Press ADMIN

4 Press PHONE

or ⁄ to set up Off-premise Message Notification.

or ⁄ to choose a destination phone number.

Ph: RETRY OK

<x> ADD OK

Start: hhmm: RETRY OK

<start time> RETRY AM PM

P0919417 03

5 Enter the destinati on phone number and press OK

or £. The

destination phone number cannot be longer than 30 digits.

6 Press OK

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

or ¤ to add special characters and 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-digit hour and minute with a zero.

8 Press AM

or ⁄ or

or ¤.

Chapter 10 Off-premise Message Notification 81

<start time> RE TR Y O K

Stop hhmm: RE TR Y OK

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest?

YES

Notify2: none SETUP NEXT

Destination: PHONE EXT PAGER

Pager: RETRY OK

9 Press OK

or £ to accept the start time.

10 Enter the time w h en Off-premise Messa ge Notification is to stop.

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

11 Press AM

or ⁄ or

or ¤.

12 Press OK

13 Press YES

14 Press SETUP

15 Press PAGER

16 Enter the destination pager number and press OK

or £ to accept the stop time.

or ⁄ to set up another destination numb er.

to set up another destinati on number.

or ‹ to select a pager number destination.

or £.

<xxxx> ADD OK

Show<xxxx> CHNG NEXT

Notify2: pager CHNG OTHR NEXT

Notify 3: none SETUP NEX T

17 Press OK

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

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special character s, p re ss OK

18 Press NEXT

or £ to accept the default pager message represented

or £.

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 d estination is a pager.

Press NEXT

20 Press NEXT

or £ to continue.

or £ to continue or press SETUP

to add another destination.

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82 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

21 Press NEXT

or £ to accept the start time that you entered or press CHNG

22 Press NEXT

or ⁄ to change the start time.

or £ to accept the stop time that you entered or press CHNG

23 Press O

or ⁄ to change the stop time.

or £ to be notified when you receive a new message

or press CHNG

or ⁄ to be notified only when you recei ve an urgent

message.

24 Press ® to end the session.

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Chapter 10 Off-premise Message Notification 83

Changing Off-premise Message Notification

You can change the parameters and destinations for Off-Premise Message Notification. Refer to

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

parameters.

If you want to change the ti me or messa ge type par ameter s, use th e proced ure “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 NEXT

1 Press ≤·°⁄.

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

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Noti ficati o n menu

• Go to step 3

3 Press ADMIN

4 Press NEXT

or ⁄ to set up Of f-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 NO

or £ to continue.

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84 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

6 Press CHNG

or ⁄ to change the start time or press NEXT

7 Press CHNG

or £ to accept the start time.

or ⁄ to change the stop time or press NEXT

8 Press CHNG

Press OK

or £ to accept the stop time.

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 ur gent to be notified only when you receiv e an urgent messa ge.

9 Press ® to end the session.

P0919417 03

Chapter 10 Off-premise Message Notification 85

To change the destination from phone to another destination

Msg notify

SELECT

ADMIN

Notify: phone CHNG NEXT

1 Press

≤·°⁄.

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

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

3 Press ADMIN

4 Press CHNG

or ⁄ to set up Of f-premise Message Notification.

or ⁄ to change the destination.

Destination: PHONE EXT PAGER

<x> RETRY OK

Accept:<xxxx> RETRY OK

Notify:<x> CHNG NEXT

More dest? YES NO

5 Press PHONE

or ⁄ to choose another phone number destination or press EXT

or ¤ to choose an extension destination or press PAGER

6 Enter the destination number and press OK

or ‹ to choose a pager number destination.

or £.

The destination phone number cannot be longer than 30 digits.

7 Press OK

or £ to accep t the destination number or press RETRY

8 Press NEXT

or • to re-en te r t he destination num ber.

or £ to continue or press CHNG

or ⁄ to change the destination, and repeat steps 6

through 8.

9 Press YES

or ⁄ if you want to set up another destination number or press NO

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

number.

CallPilot Reference Guide

86 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type:new CHNG OK

Msg notify ADMIN SELECT

10 Press CHNG

or ⁄ to change the start time or press NEXT

11 Press CHNG

or £ to accept the start time.

or ⁄ to change th e stop time or press NEXT

or £ to accept the stop time.

12 If you want to change message notification,

press CHNG

or ⁄ if you want to be notif ied only when you rec eive an urgent message. Press OK

or £.

13 Press ® to end the session.

P0919417 03

Chapter 10 Off-premise Message Notification 87

To change the destination from pager to phone or extension

Msg notify

SELECT

ADMIN

Modify:pager

CHNG

1 Press

≤·°⁄.

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

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

3 Press ADMIN

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

4 Press CHNG

or ⁄ to change the destination type and the

destinatio n number.

Destination: PHONE EXT PAGER

<xxxx>: RETRY OK

Notify:<x> CHNG NEXT

More dest? YES NO

5 Choose the type of destination number:

press PHONE

or ⁄ to choose a phone number destination or press EXT

or ¤ to choose an extension destination.

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

Message Notification for. <x> represents the destination number. Press OK

or £ to accep t the destination number or press RETRY

7 Press NEXT

8 Press YES

or • to re-enter the number.

or £ to continue.

or ⁄ if you want to set up another destination, and repeat steps 6 through 8 or press NO

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

CallPilot Reference Guide

88 Chapter 10 Off-premise Message Notification

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type:new CHNG OK

Msg notify ADMIN SELECT

9 Press CHNG

or ⁄ to change the start time or press NEXT

10 Press CHNG

or £ to accept the start time.

or ⁄ to change th e stop time or press NEXT

or £ to accept the stop time.

11 If you want to change message notification,

press CHNG

or ⁄ if you want to be notif ied onl y when you re cei ve an urgent message. Press OK

or £.

12 Press ® to end the session.

P0919417 03

Chapter 10 Off-premise Message Notification 89

To change the destination from phone or extension to pager

Msg notify

SELECT

ADMIN

Notify:<x>

CHNG

1 Press

≤·°⁄.

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

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

3 Press ADMIN

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

4 Press CHNG

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

Destination PHONE EXT PAGER

Pager: RETRY OK

<x> ADD OK

5 Press PAGER

or ‹ to choose a pager number destin ation.

6 Enter the pager number and press OK

7 Press OK

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

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special character s, p re ss OK

or £ to continue.

or £.

CallPilot Reference Guide

90 Chapter 10 Off-premise Message Notification

Show:<xxxx> CHNG NEXT

Notify: pager CHNG NEXT

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

8 Press NEXT

or £ to accept the default pager message represented by <xxxx>. The default pager me ssage that CallPilot se nds 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 NEXT

10 Press YES

or £ to continue.

if you want to set up another destinati on number or press NO

11 Press OK

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 press CHNG

or ⁄ if you want to be notif ied only when you receive

an urgent message.

12 Press ® to end the session.

P0919417 03

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

Chapter 10 Off-premise Message Notification 91

Msg notify ADMIN SELECT

Notify1:<x> CHNG OTH R NE XT

1 Press

≤·°⁄.

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

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

3 Press ADMIN

4 Press OTHR

or ⁄ to set up Off-premise Message Notification.

if you want to delete the first destination or press NEXT

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

Notify 1:<x> DEL

INS QUIT

Notify1:<x> CHNG OTH R NE XT

Msg notify ADMIN SELECT

5 Press DEL

to delete the first destination number.

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

changes to become the N otify 1 destinatio n number. To delete more destination numbers, press OTHR

and repeat steps 4

and 5.

7 Press ® to end the session.

CallPilot Reference Guide

92 Chapter 10 Off-premise Message Notification

Adding a destination number

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

To add a de stination number

Msg notify ADMIN SELECT

Notify:<x> CHNG NEXT

1 Press

≤·°⁄.

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

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

3 Press ADMIN

4 Press NEXT

or ⁄ to set up Off-premise Message Notification.

or £ to continue.

More dest? YES NO

Notify2: none SETUP NE XT

P0919417 03

5 Press YES

6 Press

or ⁄ to set up another dest ination number.

or ⁄ to set up another destination number and follow

SETUP

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.

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

Msg notify ADMIN SELECT

Notify on CHNG

TIME OK

1 Press

≤·°⁄.

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

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

3 Press SELECT

4 Press CHNG

or ¤ to set up Off-premise Message Notifica tion.

or ⁄ to turn Off-premise Message Notification off if

it is on (as shown).

Notify off CHNG TIME OK

Mailbox admin GREET PSWD QUIT

5 Press OK

or • or press TIME

to review the start and st op time parameters.

6 Press ® to end the session.

CallPilot Reference Guide

94 Chapter 10 Off-premise Message Notification

P0919417 03

Chapter 11 Recording a call

About Call Record

With Call Record ≤·°· you can record an active telephone call and put the resul ting 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 ≤·°· to start another record call session. The call is recorded in two separate messages if you do this. Ask y our System Administrator for the message length that is assigned to your mailbox.

Note: Call Record is not enabled by default. The System Administrator must enable this feature by assigning you a Cla ss of Servic e that in cludes Call Reco rd. In some areas Cal l Record is not available as it contravenes local laws. Ask your System Administrator about the availability 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.

To record a call

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.

2 Press QUIT

or press PAUSE Press RESUME

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

“Recording stopped.”

4 Press ® to end the call.

to end recording

to suspend recording.

to continue recordin g or press QUIT to end reco rding.

CallPilot Reference Guide

96 Chapter 11 Recording a call

P0919417 03

Chapter 12 Broadcast and Info rmation messages

About Broadcast messages

You can ask the System Administrator to send a Broadcast message if you need t o se nd a message to every initialized mailbox on your phone system. You can ask the System Administrator to send a Broadcast message to annou nce me et ings, 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 mailboxes.

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 greetings 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 A ttendant, or by asking the operator to route enquiries to the Information mailbox. Ask your System Administrator fo r details.

Callers cannot leave messages in an Information mailbox. Callers automatically disconnect after they listen to an Information ma ilbox greeting.

CallPilot Reference Guide

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 exampl e: “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 in t he Pi nk Room. Co nte mpor ary j azz i s in the B lue Room. The studio and recital rooms are located at 222 Main Street.”

Write the greeting down and practice reading it aloud. When you are confident the 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 OK

Accept greeting? RETRY PLAY OK

Primary greeting RE C PLAY QUI T

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 Administr ator 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

4 Press OK

or £ to accept the recording or press PLAY

or ⁄ to listen to the greeting or press RETRY

5 Press QUIT

or ¤ to rerecord the greeting .

or £ to end the session.

P0919417 03

Chapter 13 CallPilot tips

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

Listen to yo ur mes sage s f requently. Answer your messages promptly to encourage callers to use CallPilot and reassure them that it is as reliable as speaking with you personally.

You do not hav e to be at your des k to play yo ur messages . When you are a way from your desk, y ou can play your messages from any ton e 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. W hen you are finished with a message, erase it to create storage space.

Keep a record of your password in a secure place. Tr eat 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, mak e them brief a nd to the poi nt. More than 7 5% of th e time sp ent on 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 you r messages 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 basis. Change your Primary greeting to provide a personal touch that frequent callers appreciate.

Make your Alternate greeting 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 atte ntion of t he ca ller. For e xample, “Vacation alert! Hi, this is Mars hall. I will

be on vacation starting on the 5th, and I will 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

100 Chapter 13 CallPilot tips

Record your gr eet ings and messages clearly. For a better quality recording , sp eak 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 w ant it to before you accept it.

Do not forget to use the Copy and Reply features. You can use CallP ilot to send copies of messages to other mailboxes and rep ly to messa ges with a message of your own. When you send copies of messages to other people, ensure that your introduction expl ains:

• 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 forw arding it to

• who is responsi ble 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 pr omptly. If you encounter problems using CallPil ot, report the trouble to the System Administrator as soon as possible.

P0919417 03

Nortel Networks P0919417 03 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

CallPilot

Reference Guide

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 mailbo x

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

Types 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 mailb ox greeting

Receiving calls

Never Full mailbox feature

Playing you r messages

Retrieving erased messages

Screening your calls

Interrupting a caller

Recording and sending messages

Searching the Company Directory

Assigning message delivery options

Message d elivery o p tions

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 Transfer 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