Nortel Networks P0990474 03 User Manual

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Part No. P0990474 03

CallPilot Mini/CallPilot 150

Installation and Maintenance Guide

recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc.

Trademarks

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

Statement of conditions

In the interest of improving internal design, operational function, and/or reliability, Nortel Networks NA Inc. reserves the right to make changes to the products described in this documen t without notice.

Nortel Networks NA Inc. does not assume any liability that may occur due to the use or app l i cation of the product(s) or circuit layout(s) described herein.

Regulatory Requirements

CallPilot Mini/CallPilot 150 meets these regulatory requirements:

• CallPilot 150 – CSPR22 Class A

• CallPilot Mini – CSPR22 Class B

FCC Regulations

This equipment complies with Federal Communications Commission Rules and Regulations Part 68 when connected to a Norstar or Meridian 1 switch. This equipm e nt does not connect directly to the pu b lic switched telephone n etwork.

DOC Regulations

This equipment complies with the Canadian Department of Commerce CS-03 Rules a nd Regulations for connection to Norstar or Meridian 1 switches.

Radio Frequency Interference

This equipment generates, uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause in te rfe renc e to radio c omm un ic a tio ns. I t has be en te ste d a nd found to comply with the limits for a Class A (CallPilot 150) or Class B (CallPilot Mini) computing device pursuant to Part 15 of the FCC Ru les and CSDA specification C108.8, which are designed to provide reasonable protection against such interference when operated in a commercial environment. Operation of this equipment in a residential area is likely to cause interference, in which case users will be required, at their own expense, to take whatever measures are necessar y to corre c t the interference.

This apparatus does not exceed the Class A (CallPilot 150) or Class B (CallPilot Mini) limits for radio noise emissions from digital apparatus set out in t h e Radio Interferenc e Regula tions by the Canad ian Department of Commerce .

CallPilot Mini/CallPilot 150 contains fragile electronic parts. Do not drop or bump it.

P0990474 03

Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

About the buttons on your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

How to Get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

USA and Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

EMEA (Europe, Middle East, Africa) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

CALA (Caribbean & Latin America) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

APAC (Asia Pacific) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Authorized Distributors - ITAS Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Presales Support (CSAN) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Technical Support - CTAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Technical Support - CTAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 1

How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

How the instructions are presented . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Warning and caution symbols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 2

System overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

About CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

CallPilot Mini offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

CallPilot 150 offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Features of CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Meridian 1 systems compatible with CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Norstar systems compatible with CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Hardware overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Data connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

PCMCIA slots . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Dimensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Voice message storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

Chapter 3

Preparing to install the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . 21

Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Electrical service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Opening the kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Managing the CallPilot system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Running without a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Using a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

DNS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Chapter 4

Installing CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Wall mounting the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Connecting the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

CallPilot Mini/CallPilot 150 LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Chapter 5

Initializing the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

About CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Configuring the Meridian 1 PBX to work with CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . 30

Creating an ACD Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Assigning ACD Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Enabling the Call Forward on Busy message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Scheduled Block (SCB) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Initializing CallPilot Mini/CallPilot 150 using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . 34

Computer requirements for CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Computer requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Browser requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Connecting to the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Changing the IP address using a serial cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Changing the IP address using an Ethernet crossover cable . . . . . . . . . . . . . . . . . . 38

Running the Quick Install Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Initializing CallPilot 150 using a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Determining CallPilot 150 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Configuring the CallPilot 150 initial parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Chapter 6

Language Configuration Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Changing the languages available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

P0990474 03

Chapter 7

Password administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

Resetting the system administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Resetting the password using a telephone (CallPilot Mini & CallPilot 150) . . . . . . . 49

Resetting the password using a telephone (CallPilot 150 only) . . . . . . . . . . . . . . . . 49

Resetting the operator password (CallPilot 150 only) . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Resetting the password using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Resetting the password using a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Resetting the Mailbox passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Resetting the password using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Resetting the password using a telephone (CallPilot 150 only) . . . . . . . . . . . . . . . . 51

Resetting the Call Center Administrator password (CallPilot 150 only) . . . . . . . . . . . . . 51

Resetting the Modem access password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Resetting the Modem access password using a telephone (CallPilot 150 only) . . . . . . . 52

Chapter 8

Backing up and restoring CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Installing the CallPilot Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Backing up the CallPilot information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Restoring the CallPilot information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Retrieving the CallPilot log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

Chapter 9

Upgrading CallPilot Mini/CallPilot 150. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Upgrading the CallPilot software version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Upgrading the message storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Chapter 10

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Diagnosing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

The RS-232 terminal cannot communicate with CallPilot Mini/CallPilot 150 . . . . . . . . . 63

CallPilot Mini/CallPilot 150 does not function at all . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

The Power-on Diagnostics fail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Cannot access CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

CallPilot Mini/CallPilot 150 fails during a start up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

General Delivery Mailbox greeting plays when you dial the Voicemail DN on

CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

All of the mailboxes disappear after a software upgrade . . . . . . . . . . . . . . . . . . . . . . . . . 66

CallPilot 150 Feature Codes are inactive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

To remove Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

CallPilot 150 does not reboot following **STARTUP . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

Inactive feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

Time on the CallPilot Mini/CallPilot 150 does not match the time on the telephone

system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

LED error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

LED 1 is blinking quickly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

LED 1 and LED 2 are blinking quickly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

LEDs 1 to 4 turn on at power up but do not briefly turn off during start up . . . . . . . . 69

One or more of LEDs 1 to 4 do not turn on after CallPilot Mini/CallPilot 150 has

finished starting up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

LED 6 does not turn on after CallPilot Mini/CallPilot 150 has finished starting up . . 69

Appendix A

Modem Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Configuring your computer to access the CallPilot modem . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Connecting a telephone to your computer modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Creating a Dial-Up Networking connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Creating a Dial-Up Networking connection on Windows 95 or Windows 98 . . . . . . 72

Configuring the Dial-Up Networking TCP/IP parameters on Windows 95 or

Windows 98 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Creating a Dial-Up Networking connection on Windows NT 4.0 . . . . . . . . . . . . . . . 73

Configuring the Dial-Up Networking TCP/IP parameters on Windows NT 4.0 . . . . . 74

Creating a Dial-Up Networking connection on Windows 2000 . . . . . . . . . . . . . . . . . 75

Configuring the Dial-Up Networking TCP/IP parameters on Windows 2000 . . . . . . 76

Installing the Nortel Networks Modem Configuration Utility . . . . . . . . . . . . . . . . . . . . . . 77

Enabling the modem on the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Enabling Modem access using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Enabling Modem access using a telephone (CallPilot 150 only) . . . . . . . . . . . . . . . . . . 78

Changing the modem access password using a telephone (CallPilot 150 only) . . . . . . . 79

Disabling the Modem access password using a telephone (CallPilot 150 only) . . . . . . . 79

Connecting to the CallPilot system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Configuring your modem to access the CallPilot modem . . . . . . . . . . . . . . . . . . . . . . . . 80

Connecting to the CallPilot modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Configuring your modem for normal modem connections . . . . . . . . . . . . . . . . . . . . 82

Appendix B

Norstar Directory Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Programming CallPilot 150 DNs to memory buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

P0990474 03

Figures

Figure 1 Inside the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Figure 2 Mounting the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Figure 3 CallPilot Mini/CallPilot 150 connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Figure 4 Connecting the EMC Kit to the CallPilot Mini cables . . . . . . . . . . . . . . . . . . . . . 26

Figure 5 Ethernet crossover cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

P0990474 03

Tables

Table 1 Telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Table 2 CallPilot features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Table 3 Compatible Meridian 1 systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Table 4 Compatible Norstar KSU systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Table 5 Port A and Port B Pinouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Table 6 LEDs during startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Table 7 LEDs during operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Table 8 Creating an ACD Queue, step 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Table 9 Creating an ACD Queue, step 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Table 10 Assigning ACD Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Table 11 Assigning ACD Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Table 12 CallPilot Mini/CallPilot 150 serial port pinout . . . . . . . . . . . . . . . . . . . . . . 36

Table 13 Quick Install Wizard parameters for a CallPilot Mini . . . . . . . . . . . . . . . . 39

Table 14 Quick Install Wizard parameters for a CallPilot 150 . . . . . . . . . . . . . . . . . 41

Table 15 Assigned Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Table 16 Maximum disk space required to backup CallPilot Mini/CallPilot 150 . . . 54

Table 17 Non-expanded Modular ICS DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Table 18 Modular ICS 2-port cartridge DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Table 19 Modular ICS 6-port cartridge DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

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Preface

The CallPilot Mini/CallPilot 150 is a voice messaging product suited for small to medium sized businesses . It combines th e voi cemail and cal l process ing features of a lar ge b usiness system into a compact, easy to use system.

Before you begin

This guide is intended for install technicians. This guide assumes that you have a working knowledge of the telephone system on which you are installing the CallPilot Mini/CallPilot 150.

Text conventions

This guide uses the following text conventions:

angle brackets (< >) Indicate that you choo se the te xt to enter base d on the descrip tion inside

the brackets. Do not type the brackets when entering the command. Example: If the command syntax is

ping <ip_address>

ping 192.32.10.12

, you enter

bold Courier text

italic text Indicates book titles.

plain Courier text

ıËÊÊ‚ˆÍ

Display font

Underlined display font

Indicates command names and options and text that you need to enter. Example: Use the Example: Enter

Example: CallPilot Manager Set Up and Operation Guide Indicates command syntax and system output, for example, prompts

and system messages. Example: Set Trap Monitor Filters

Indicates the but tons you press on a telephone. Example: ≤·°‹

Indicates text pro mpts that appear on the telephone display. Example: Group lists? Y

Indicates a label th at appears above the display button . You press the button below this label to perform the action.

Example: Press OK

dinfo

show ip

command.

{alerts|routes}

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

12 Preface

About the buttons on your telephone

This guide shows the Busines s Series Terminal buttons. Table 1 shows which b utt ons to use on the differe nt types of Nortel Networks te lephones.

Table 1 Telephone buttons

Button Name T7100, T7208, T7316

Feature ≤ ƒ ƒ Handsfree ¬ © © Mute © © © Hold ≥ ˙ ˙ Volum e Con trol √ √ √ Release ® ® ®

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

The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones can require that you select a line button to answer a call , w i th the T7100 terminal you pick up the ha ndset. W here other te lephones require you to selec t a li ne button to take a call off hold, you press ≥ on the T7100 terminal.

On T7100 terminals, you can an swer a seco nd call by pressing ≤. Your acti v e call is put on hold and you connec t t o t he waiting call. You can have no mo re than two acti ve calls at one time.

M7100, M7208,

M7310, M7324

M7100N, M7208N,

M7310N, M7324N

The T7100 terminal does not have a © button.

Related publications

For more information about programming CallPilot Mini/CallPilot 150, refer to the following publications:

• CallPilot Manager Set Up and Operation G uide Provides instructions for setting up the CallPilot Mini/CallPilot 150 using CallPilot Manager.

• CallPilot 150 Telephone Administration Guide Provides instru ct ions for setting up the CallPilot 150 using a Nors tar telephone.

• CallPilot Programming Record Provides a record of the settings used for the CallPilot Mini/CallPilot 150.

• Nort el Networks Call Center Set Up and Operation Guide Provides instru c t i on s for setting up the Call Center features on CallPil ot 150.

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• Nortel Networks Call Center Reporting Set Up and Operation Guide Provides instr uctions for setting up the Call Center Reporting feature on CallPil ot 150.

How to Get Help

USA and Canada

Authorized Distributors - ITAS Technical Support

Telephone:

1-800-4NORTEL (1-800-466-7835)

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

Preface 13

Website:

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

email:

naitas@nortelnetworks.com

Presales Support (CSAN)

Telephone:

1-800-4NORTEL (1-800-466-7835)

Use Express Routing Code (ERC) 1063#

EMEA (Europe, Middle East, Africa)

Technical Support - CTAS

Telephone:

00800 800 89009 or 33 4 9296 1 3 41

F ax:

33 49296 1598

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

14 Preface

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support - CTAS

Telephone:

1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support - CTAS

Telephone:

+61 388664627

F ax:

+61 388664644

email:

asia_support@nortelnetworks.com

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Chapter 1 How to use this guide

This guide explains:

• what CallPilot Mini/CallPilot 150 is

• how to install CallPilot Mini/CallPilot 150

• how to initialize C allPilot Mini/C allPilot 150

• how to troubleshoot CallPilot Mini/CallPilot 150

How to use this guide

Chapter 1, “How to use this guide” explains the contents of this guide and the conventions it uses.

Chapter 2, “System overview” provide s a functional overview of t he CallPilot Mini /CallPilot 15 0 .

Chapter 3, “Preparing to inst all the Call Pilot Min i/CallPi lot 150” descr ibes what i s re quire d b efore

you install the CallPilot Mini/CallPilot 150.

Chapter 4, “Installing Call Pilot Mini/CallPilot 150” describes how to install the CallPilot Mini/

CallPilot 150.

Chapter 5, “Initializing the CallPilot Mini/CallPilot 150” describes how to program the initial

parameters for the CallPilot Mini/CallPilot 150.

Chapter 6, “Language Configuration Utility” describes how to change the languages available on

the CallPilot Mini/Ca llPilot 150.

Chapter 7, “Password administration” describes how to reset the passwords on CallPilot Mini/

CallPilot 150.

Chapter 8, “Backing up and restorin g CallPilot” describes how to back up and restore CallPilot

information.

Chapter 9, “Upgrading CallPilot Mini/CallPilot 150” describes how to upgrade CallPilot Mini/

CallPilot 150.

Chapter 10, “Troubleshooting” describes problems, error messages and corrective actions.

Appendix A, “Modem Access” descri bes how to use a modem to access CallPilot 150.

Appendix B, “Norstar Directory Numbers” describes the port numbers and default Directory

Numbers (DNs) on various Norstar systems.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

16 Chapter 1 How to use this guide

How the instructions are presented

The tasks in this book are presented as step-by-step instructions, in the order you must carry them out.

Warning and caution symbols

Sometimes you will see symbols warning you to be careful. These symbols include:

Note: alerts you to steps that are complicated or critical.

Caution:

Warning:

Before you begin any task, read all the steps, including Notes, Cautions, and Warnings.

alerts you to situations where you may damage the equipment.

alerts you to situations where there is the possibility of injuring yourself.

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Chapter 2 System overview

About CallPilot Mini/CallPilot 150

CallPilot Mini offers

• connection to a compatible Meridian 1 te le phone system

• voicemail with a CallP ilo t interface

• up to eight voice chan nels

CallPilot 150 offers

• connection to a compatible Norst ar telephone system

• voicemail with a choice of a CallPilot or Norstar Voice Mail interface

• up to eight voice chan nels

• Call Cente r functionality

Features of CallPilot

Table 2 CallPilot features

Feature CallPilot 150 CallPilot Mini

Number of voice channels 8 8

Storage (hours) 24 59

Additional storage Yes (to 59 hours) Yes (to 82 hours)

Maximum number of subscriber mailboxes 200 200

Basic voicemail Included Included

Outbound transfer Included Included

Call recording, call interrupt Included Not available

Auto-Attendant and Custom Call Routing (CCR) Included Included

Networking (digital, AMIS) Optional Optional

Unified Messaging Optional Optional

Basic Call Center Optional Not available

Call Center Reporting Optional Not available

Maximum Skillsets 2 Not available

Maximum active agents 10 Not available

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18 Chapter 2 System overview

Compatibility

Meridian 1 systems compatible with CallPilot Mini

The CallPilot Mini can connect to thes e Meridian 1 telephone systems:

Table 3 Compatible Meridian 1 systems

Meridian 1 system Compatible software version

Option 11C X11 release 22 or higher

Option 11C Mini X11 release 22 or higher

Norstar systems compatible with CallPilot 150

The CallPilot 150 can connect to these Norstar telephone systems:

Table 4 Compatible Norstar KSU systems

Norstar system Compatible software version

Modular ICS 4.1 or higher

Compact ICS 4.1 or higher

Note: CallPilot 150 does not work with Centrex KSUs. To use the Call Center feature, your KSU must have software release DR6 or higher and

support Disconnect Supervision.

Hardware overview

The CallPilot Mini/CallPilot 150 is a compact device that you can mount on a desk or on the wall.

Figure 1 points out the various parts of the CallPilot hardware.

Data connectors

The CallPilo t Mini/CallPilot 150 has the following connections:

• one RJ-45 jack for a 10/100 Mbps Ethernet connection to a local network

• one RS-232 port for connecting a terminal which provides alternative access

• two RJ-11 jacks, labeled Port A and Port B, for connections to a Norstar KSU or Meridian 1 PBX.

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Each RJ-11 jack can support two TCM connections. Each TCM connection can support two voice channels. This gives the CallPilot Mini/CallP ilot 150 a total of eight voice channels.

Figure 1 Inside the CallPilot Mini/CallPilot 150

Chapter 2 System overview 19

Cable entry slot

Cable trough

Power 9V DC

Port A TCM 1, 3

Port B TCM 2, 4

Ethernet port

Serial port

Status indicator lights

Top PCMCIA slot

Bottom PCMCIA slot

PCMCIA slots

The CallPilot Mini/CallPil ot 150 ha s two PCMCIA slot s.

• The bottom slot is u sed f or the feature cartridge. The feature cartridge is the device that stor es the CallPilot software, greetings and voice messages.

• The top slot is used during software upgrades.

For the locations of the PCMCIA slots, refer to Figure 1.

Dimensions

The CallPilot Mini/CallPilot 150 has the following dimensions:

• Height: 33 cm (13 inches)

• Width: 20 cm (8 inches)

• Depth: 4 cm (1.5 inches)

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

20 Chapter 2 System overview

Voice message storage

The voice message storage is the amount of memory that CallPilot Mini/CallPilot 150 has to store greetings and v oi cemail messages.

The CallPilot Mini/CallPilot 150 provides 24 hours of voice message storage. With the optional message storage upgrade, the CallPilot Mini/CallPilot 150 provides 59 hours of voice message storage.

Power

An external power supply provides 9V DC for the CallPilot Mini/CallPilot 150. Use only the power suppl y that is provided with the CallPilot Mini/CallPilot 150.

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Chapter 3 Preparing to install the CallPilot Mini/CallPilot 150

This chapter explains what you need before you install the CallPilot Mini/CallPilot 150.

Environment

Make sure the installation area is:

• clean, free of dust, dry and well ventilated

• between 0 and 50 degrees Celsius

• non-condensing relative humidity between 5 percent and 95 percent

• at least 4 m, or 13 f t., from an y equi pment tha t could produ ce elect romagnetic, radio fre quenc y and electrostatic interference

• a wall area about 1 m (3 ft.) square

• closer than 15 m, or 50 ft., of cable length from the Norstar KSU or Meridian 1 PBX

• within 1.5 m, or about 5 ft., of a three-wire grounded electrical outlet

• a minimum of 16 cm, or 6 in., from a corner wall or other compo nent

• a minimum of 46 cm, about 18 in., from the floor, to prev ent water damage

Electrical service

Make sure the power is:

• 115/230 VAC nominal; range 100 to 240 V

• 50/60 Hz nominal; range 47 to 63 Hz

• Third-wire ground

• Unswitched

Opening the kit

Open the box and ensure that you have all the pieces, as described below:

• CallPilot Mini/Cal lPilot 150

• Power supply and power cord

• Wall Mount Bracket

• Four-wire, two-meter line cord

• Documentation and Cl ient Software CD

• CallPilot Mini EMC Kit (CallPilot Mini only)

• Shielded Ethernet cab le (CallPilot Mini only)

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22 Chapter 3 Preparing to install the CallPilot Mini/CallPilot 150

Managing the CallPilot system

CallPilot Mini is managed using CallPilot Manager. You require a LAN connection to the CallPilot Mini to use CallPilot Manager.

CallPilot 150 is managed using a telephone or CallPilot Ma nager, depending on whether the CallPilot 150 has a LAN connection.

Running without a LAN

A LAN connection is option al for a basic Ca llPilot 150 system runn ing on a Norst ar system. Wh en there is no LAN connection, you can administer the system through a telephone using the

≤·°‹

menus.

Note: You cannot use the CallPi lot Mini without a LAN connection. You require a LAN connection t o print report s, admini ster t he Netw orkin g fe ature, use the

Backup and Restore Utility and use the Language Configurati on Utility.

Using a LAN

When there is a LAN connection, CallPilot Mini/Cal lPilot 150 is managed through a web browser interface called CallPilot Manager.

To use CallPilot Manager, the CallPilot Mini/CallPilot 150 system must have a fixed IP address.

All CallPilot Mini/ Call Pilot 1 50s are s hipped with t he def aul t IP addr ess o f 192.16 8.110.10. If t his IP address conflicts with your network, you must change the address before connecting the CallPilot Mini/CallPilot 150 to your network. You can change the IP address using a terminal connected to the CallPilot Mini/CallPilot 150 serial port, or through a temporary Ethernet connection using an Ethernet crossover cable to a stand alone computer or laptop.

Detailed instructions for setting the IP address and acce s sing CallPil ot Manager are provid e d in

“Initializing th e CallP ilot Mini/CallPilot 150” on page 29.

DNS server

Your LAN does not require a DNS server for Ca llPilot Mini/CallPilot 150 to oper ate. However, a DNS server provid es an easi er interface to acc essing the CallPilot Manager URL by providing a language-based name, such as CallPilot01. After this name is added to the DNS server as an alias for the system IP address, us ers can start CallPilot Manager by entering this name.

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Chapter 4 Installing CallPilot Mini/CallPilot 150

This chapter describes installing the CallPilot Mini/CallPilot 150 on a wall and powering it up.

Wall mounting the CallPilot Mini/CallPilot 150

Follo w this procedure to mount th e CallPilot Mini/CallPilot 150 on a wall.

1 Attach the wall mount bracket to a secure surface by the two inner holes. Use anchors, as

necessary.

2 Slip the slot on the back (near the top) of the CallPilot Mini/CallPilot 150 onto the bracket. 3 Secure the CallPilot Mini/CallPilot 150 using a screw in the lower screw hole.

Figure 2 Mounting the CallPilot Mini/CallPilot 150

wall mount bracket

CallPilot Mini/CallPilot 150

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

24 Chapter 4 Installing CallPilot Mini/CallPilot 150

Connecting the CallPilot Mini/CallPilot 150

1 Open the CallPilot Mini/CallPilot 150 by inserting a flat screwdriver into the slot on the

right-hand side of the door and pr essing the tab out of the way.

Figure 3 shows the inside of the CallPilot housing and points out the cable jacks.

2 Connect a TCM cable to Port A and to Port B.

Table 5 shows the pi n out of Port A a n d Port B.

Table 5 Port A and Port B Pinouts

Pin number Port A Port B

1 no connection no connection

2 TCM 3 TCM 4

3 TCM 1 TCM 2

4 TCM 1 TCM 2

5TCM 3 TCM 4

6 no connection no connection

3 Connect the other end of the TCM cables to station ports on your telephone system.

Note: Do not connect the Ethernet cable for your LAN to the Ethernet port until you

determine if the CallPilot M ini/CallPilot 150 IP address is compatible with the network. For information about the def ault CallPilot Mini/CallPilot 150 IP address and how to change the IP add ress, r efer t o “Connecting to the CallPilot Mini/CallPilot

150” on page 35.

4 Connect the power cable to the CallPilot Mini/CallPilot 150 and the wall socket. 5 Run all the cables through the cable trough at the top of the CallPilot Mini/CallPilot 150. 6 If you are installing a CallPilot Mi ni system, attach the EMC Kit around all four of the

CallPilot Mini cables. The EMC Kit must be fully closed and attached at the point where the cables exit the CallPilot Mini. Figure 4 shows the EMC Kit and wh ere it is attached.

Note: The EMC Kit must be aro und the po wer , Ethernet and t wo TCM cabl es in order to achieve Class B Homologations.

If you use cables other than the ones supplied with the CallPilot Mini, make sure all four cables fit insid e the EMC Kit an d the EMC Kit ca n be fully clos ed.

7 Close the lid.

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Chapter 4 Installing CallPilot Mini/CallPilot 150 25

Figure 3 CallPilot Mini/CallPilot 150 connections

Cable entry slot

Cable trough

Power 9V DC

Port A TCM 1, 3

Port B TCM 2, 4

Ethernet port

Status indicator lights

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

26 Chapter 4 Installing CallPilot Mini/CallPilot 150

Figure 4 Connecting the EMC Kit to the CallPilot Mini cables

EMC Kit

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CallPilot Mini/CallPilot 150 LEDs

When the CallPilot Mini/Cal lPilot 150 starts up, the LEDs change to indicate where the CallPilot Mini/CallPilot 150 is in the start up process. Table 6 shows the order in which the LE D s change and describes what each state indicates.

Table 6 LEDs during startup

LEDs Description Indicates

Chapter 4 Installing CallPilot Mini/CallPilot 150 27

Click image for an example.

1, 2, 3 and 4 turn on. Power is connected to the

1, 2, 3 and 4 turn off. RAM test complete.

1, 2, 3 and 4 turn on one at a time starting with 1. The LEDs continue to cycle on and off in this order.

1, 2, 3 and 4 turn on in order until all of the LEDs are on. The LEDs then turn off in the same order. The LEDs continue to cycle on and off in this order.

1, 2, 3 and 4 turn off. The CallPilot Mini/CallPilot 150 has

CallPilot Mini/CallPilot 150 and the RAM test is in progress.

The CallPilot Mini/CallPilot 150 is being upgraded.

Note: This sequence does not appear every time you restart CallPilot Mini/ CallPilot 150.

The CallPilot Mini/CallPilot 150 is booting up.

finished booting up. Note: The LEDs then light to indicate

TCM connections as described in

Ta b l e 7 .

When the CallPilot Mini/Cal lPilot 150 is operating, the LEDs indicate the operat ing status of the CallPilot interfaces. Table 7 describes the purpose of the LEDs.

Table 7 LEDs during operation

LED Description LED Description

LED lights when TCM channel 4 is

connected to the telephone system.

LED lights when TCM channel 3 is

connected to the telephone system.

LED lights when TCM channel 2 is

connected to the telephone system.

LED lights when TCM channel 1 is

connected to the telephone system.

LED lights when the Ethernet connection is operating at 100 Mbit/s and blinks with Ethernet activity.

LED lights when the CallPilot Mini/ CallPilot 150 is operating.

LED lights when an Ethernet connection is detected.

Not used in this version of CallPilot Mini/CallPilot 150.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

28 Chapter 4 Installing CallPilot Mini/CallPilot 150

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Chapter 5 Initializing the CallPilot Mini/CallPilot 150

After you install and power up the CallPilot Mini/CallPilot 150, you need to initialize it. Initializing the Cal lPilot Mini /CallPi lot 150 sets the system par ameters to thei r default settings and sets some glo bal para meters . When t he init ializat ion is complet ed, t he CallPi lot Mi ni/CallPi lot 150 is operational and ready for you to begin administration programming. Refer to “Related

publications” on page 12 for a list of documents that provide information about administration

programming.

You initialize CallPilot Mini using CallPilot Manager. You initialize CallPil ot 150 using CallPilot Manager or a tele phone.

Note: Upgrading to CallPilot 150 from a previous voice messaging system. If you are upgrading from a previous voice messaging system (for example, FlashTalk) to

CallPilot 150, you must remove the existing Feature Codes for the old voice messaging system before you configur e Call Pilot 150. For informat io n about how to remove the existing Feature Codes, refer to “To remove Feature Codes” on page 66.

About CallPilot Manager

CallPilot Manager is an application that you access from a web browser, such as Netscape® Communicator Manager whenever possible. Ca llPilot Manager provides acce ss to ad ministration programming not available from a telephone.

To use CallPilot Manage r, you must have a net work conn ection to t he CallPi lot Mini/Call Pilot 15 0 or an Ethernet cr ossover cable. If you are usin g CallPilot Manager to initialize CallPilot Mini/ CallPilot 150, refe r to “Initializing CallPilot Mini/Cal lPilo t 150 using Call Pilot Manager” on page

34.

If you do not have a network connection or an Ethernet crossover cable, you can initialize the CallPilot 150 usin g a two- line di splay tele phone. If yo u a re us ing a tel ephone to init iali ze Cal lPil ot 150, refer to “Initializing CallPilot 150 using a telephone” on page 43. You cannot initialize the CallPilot Mini usi ng a telephone.

or Microsoft® Internet Explorer2. Nortel Networks recommends you use Cal lPilot

Note: The online Hel p f or CallPilot Manager is best viewed in Inter net Explorer. There can be some page format inconsistencies if you use other browsers.

1 Netscape is a registered trademark and Communicator is a trademark of Netscape Communications

Corporation.

2 Microsoft and Windows are registered trademarks and Internet Explorer is a trademark of Microsoft

Corporation.

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