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

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

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)

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

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.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

30 Chapter 5 Initializing the CallPilot Mini/CallPilot 150

Configuring the Meridian 1 PBX to work with CallPilot Mini

The Meridian 1 PBX uses an ACD Queue to route calls to the CallPilot Mini.

An ACD Queue is a feature that distributes calls to available AC D Agents. For the ACD Queue used with CallPilot Mini, the Director y Number (DN) of the ACD Queue is the Voicemail DN and the CallPilot Mini ports are the ACD Agents. When a user dials the Voicemail DN, the ACD Queue routes the call to the an available CallPilot Mini port.

To add an ACD Queue:

1 Determine the Terminal Numbers (TN) used to connect to the CallPilot Mini.

You can have a maximum of eight TNs used for the CallPilot Mini.

Note: Four of the TNs represent the physical lines that are connected to the CallPilot Mini. The other four TNs are the data channels of the upper TNs (TNs 16-32) that correspond the lower TNs (TNs 0-15) assigned to the CallPilot Mini.

For example, if you assign TN 4 0, TN 4 3, TN 4 5, TN 4 9 to the lines co nnecte d to the CallPilot Mini, then you must also assi gn TN 4 16, TN 4 19, TN 4 21 and TN 4 25 to CallPilot Mini.

2 Create an ACD Queue for the CallPilot Mini.

Alternately, you can use the pre-assigned Meridian Mail ACD Queue. If you to use the Meridian Mail ACD Queue, delete any default ACD Agents assigned to the ACD Queue. For information about how to c re a te an ACD Q ueue, refer to “Creating an ACD Queue” on

page 30.

3 Assign the Terminal Numbe rs determined in step 1 as ACD Ag en t s for th e C allP il ot Mini

ACD Queue. Make sure you assign all of the Terminal Numbers that a r e connected to the CallPilot Mini. For information about how to assign Agents to the ACD Queue, refer to “Assigning ACD

Agents” on page 32.

Creating an ACD Queue

All of the steps below are performed on the Meridian 1 PBX using a termi nal connection.

1 At the main prompt type, LD 23.

The following messages appea r: ACD000 MEM AVAIL: (U/P): 477336 USED: 112487 TOT: 589823 DISK RECS AVAIL: 453 ACD DNS AVAIL: 32744 USED: 23 TOT: 32767

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Note: The numbers shown in the above messages are examples only. The numb ers that appear on your display may be different.

Chapter 5 Initializing the CallPilot Mini/CallPilot 150 31

2 Respond to the prompts according to Tab le 8.

Note: For any of the pro mp ts not listed in the table below, press the Enter key to

accept the default value.

Table 8 Creating an ACD Queue, step 1

Prompt Response Comment

REQ NEW

TYPE ACD

CUST 0

ACDN 5666 Enter the Directory Number for this ACD Queue.

MWC NO

MAXP 8

NCFW 0

IVR YES

ALOG YES

In the example shown, 5666 represents the Directory Number of the ACD Queue.

3 Respond to the prompts according to Tab le 9.

Note: For any of the pro mp ts not listed in the table below, press the Enter key to

accept the default value.

Table 9 Creating an ACD Queue, step 2

Prompt Response Comment

REQ CHG

TYPE ACD

CUST 0

ACDN 5666 Enter the Directory Number for this ACD Queue.

In the example shown, 5666 represents the Directory Number of the ACD Queue.

MWC YES

Note: For more information about how to create and modify ACD Queues, refer to the documentation that came with your Meridian 1 PBX.

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32 Chapter 5 Initializing the CallPilot Mini/CallPilot 150

Assigning ACD Agents

All of the steps below are performed on the Meridian 1 PBX using a termi nal connection.

1 At the main prompt type, LD 11. 2 Respond to the prompts according to Tab le 10.

Note: For any of the pro mp ts not listed in the table below, press the Enter key to

accept the default value.

Table 10 Assigning ACD Agents

Prompt Response Comment

REQ NEW

TYPE 2616

TN 4 0 Type one of the Terminals Numbers (TNs) assigned to CallPilot Mini.

DES AGENT1 Type a name for this agent.

CLS FLXA VCE WTA

CNDA DNDD

KEY 00 ACD 5666 0 5701 Type the ACD Queue number of the ACD Queue assigned to CallPilot

KEY 01 SCR 5801 Type the Outbound Dial DN. You can use any unique DN.

KEY 02 AO3

KEY 03 TRN

KEY 04 NRD

KEY 05 MIK

KEY 06 MCK

The TN shown (4 0) is an example only.

The name shown (AGENT1) is an example only.

Mini. In the example shown, 5666 is the ACD Queue number. Type the Agent Position ID number. You can enter any unique ID

number. In the example shown, 5701 is the Agent Position ID number.

In the example shown, 5801 is the Outbound Dial DN.

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Note: For more inform ati on about how to add agents to an ACD Queue, refer to the documentation that came with your Meridian 1 PBX.

Chapter 5 Initializing the CallPilot Mini/CallPilot 150 33

Enabling the Call Forward on Busy message

When a caller dials a CallPilot Mini user that is busy on another call, the cal le r is forwarded to the user’s mailbox. The calle r will also hear a message stating that the user i s on the phon e, if you ensure tha t the Hunt prompt in LD 95 is set to B.

All of the steps below are performed on the Meridian 1 PBX using a termi nal connection.

1 At the main prompt type, LD 95. 2 Respond to the prompts according to Tab le 10.

Note: For any of the pro mp ts not listed in the table below, press the Enter key to

accept the default or current value.

Table 11 Assigning ACD Agents

Prompt Response Comment

REQ NEW

TYPE CPND

HUNT B This is the default value for this prompt.

Scheduled Block (SCB)

Do not configure the Scheduled Block feature on the Meridian 1 PBX.

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34 Chapter 5 Initializing the CallPilot Mini/CallPilot 150

Initializing CallPilot Mini/CallPilot 150 using CallPilot Manager

To initialize CallPilot Mini/CallPilot 150 using CallPilot Manager you need to:

• determine if your computer meets the CallPilot Manager requirements

• connect to the CallPilot Mini/CallPilot 150

• run the Quick Install Wizard

Computer requirements for CallPilot Manager

You access CallPilot Man ager using a web browser on a computer th at is connected to the CallPilot Mini/Call P il ot 150.

Computer requirements

The computer you use to access CallPilot Manager must be compatible with Microsoft® Windows

and capable of running your web browser.

Browser requirements

To use CallPilot Manager, you mu st have one of the following browser s:

• Netscape Communicator 4.5 or later

• Microsoft Internet Ex p lorer 4.0 or late r

Note: CallPilot Manager does not support Netscape 6.0.

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Chapter 5 Initializing the CallPilot Mini/CallPilot 150 35

Connecting to the CallPilot Mini/CallPilot 150

To connect to the CallPilot Mini/CallPilot 150, you need the IP address of the CallPilot Mini/ CallPilot 150 and a connection to the network that the CallPilot Mini/CallPilot 150 is on.

The default IP address for CallPilot Mini/CallPilot 150 is 192.168.110.10.

If the default IP address is compati ble with your network, you can connect the LAN cable to the Ethernet port on the CallPilot Mini/CallPilot 150 and proceed to “Run ning the Quick Install

Wizard” on page 39.

Note: If you are installing a CallPilot Mini system, you must use a shielded Ethernet cable to connect to the LAN. The shielded cab le is required to meet Class B requirements on the Meridian 1 syste m. A shielde d Ethernet cable is included in the CallPilot Mini box.

If you are installing a CallPilot 150 system, you can use a standard, unshielded Ethernet cable to connect to the LAN. An Ethernet cable is not included in the CallPilot 150 box.

If the default IP address is not compatible, you must change the IP address bef o re you connect the CallPilot Mini/Call Pilot 150 to the network. You can change the IP address using a serial cable or an Ethernet crossover cable (direct PC connection).

Note: If you are unsure if the default IP address is compatible, contact your network administrator.

Changing the IP address using a serial cable

If you are going to change the IP address using a serial cable, you need a:

• serial cable

• VT100-compatible terminal or a computer tha t has a VT100 comp atible terminal emulat ion program such as HyperTerminal

Note: The ser ial po rt is i ntende d for t emporary con nec tions o nly. Aft er you ha ve fini shed changing the IP address , remove t he seri al cabl e and c lose the CallPil ot Mini/ CallPilo t 150 door. Failure to remove the serial cable may result in a non-compl iant EMC conf igurat ion.

Note: A serial cabl e is available as a separately available part. For information about obtaining a serial cable, contact your Nortel Networks supplier.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

36 Chapter 5 Initializing the CallPilot Mini/CallPilot 150

CallPilot Mini/CallPilot 150 serial port

The following table shows the pin out for the CallPilot Mini/Call Pilot 150 serial port.

Table 12 CallPilot Mini/CallPilot 150 serial port pinout

Pin Signal Pin Signal

1 No connection 6 No connection

1 2 3 4 5

6 7 8 9

Note: The locatio n of the tr ansm it (TX) a nd recei ve (RX) pins on you r term inal can vary. Refer to your terminal or computer documentation to confirm pin locations.

2 Serial data in (RX) 7 No connection

3 Serial data out (TX) 8 No connection

4 No connection 9 No connection

5Ground

Configuring the terminal

The terminal or terminal emul atio n progra m you use must be VT100 comp atibl e and must su pport the ASCII Character set . If the t ermina l d oes not suppo rt t he ASCII Char acte r set , t he te xt di splays incorrectly.

You must configure your terminal to the fo llowing communications parameter s:

• 9600 bits per second

• 8 data bits

• no parity

•1 stop bit

• no flow control

For information abou t how to se t these paramet ers, r efer t o th e document ation for your termin al or terminal em ulation program.

Changing the IP address using the terminal

To change the IP address:

1 Attach the serial cable to the serial port on the CallPilot Mini/CallPilot 150. For information

about the location of the serial port, refer to Figure 3 on page 25.

2 Attach the other end of the cable to the serial port on the terminal or computer. 3 Ensure that your terminal or computer is powered up. 4 If you are using a computer, start your terminal emulation program.

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Chapter 5 Initializing the CallPilot Mini/CallPilot 150 37

5 Remove power from the CallPilot Mini/CallPilot 150.

Note: Steps 5 and 6 are used to force the CallPilot Mini/CallPilot 150 to reboot . You

can change the IP address only while the CallPilot Mini/CallPilot 150 is booting up.

6 Reconnect power to the CallPilot Mini/CallPilot 150.

The prompt

To change any of this, press any key within 5 seconds

appears.

Note: It will take approximately one minute for this prompt to appear.

7 Press the Enter key.

Note: If you do not press a key within 5 seconds of this prompt appearing, repeat

steps 5 and 6.

The prompt

(M)odify any of this or (C)ontinue?

appears.

8 Press the M key and press the Enter key.

The prompt

Do you want a LAN interface?

appears.

9 Press the Y key and press the Enter key.

The prompt

This board’s LAN IP Address (0.0.0.0 = RARP)

appears.

10 Type the IP address for the CallPilot Mini/CallPilot 150 in a valid dotted format and press the

Enter key. The prompt

Subnet mask for LAN (0 for none)

appears.

11 Type the Subnet Mask for the CallPilot Mini/CallPilot 150 in a valid dotted format and press

the Enter key. The prompt

Should there be a default gateway for packet routing?

appears.

12 If the CallPilot Mini/CallP i lot 150 needs a next hop router, press the Y key and press the

Enter key. If the CallPilot Mini/CallPilot 150 does not need a next hop router, press the N key, press the Enter key and go to step 15.

The prompt

IP address of default gateway?

appears.

13 Type the IP address of the next hop router in a valid dotted format and press the Enter key. 14 Press the Enter key until the following prompt appears.

(M)odify any of this or (C)ontinue?

15 Press the C key and press the Enter key. 16 Connect the L AN cable to the Ethernet por t on the CallPilot Mini/Ca llPilot 150.

You can now initialize the CallP ilot parameters. For information about how to initialize t he CallPilot, refer to “Running the Quick Install Wizard” on page 39.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

38 Chapter 5 Initializing the CallPilot Mini/CallPilot 150

Changing the IP address using an Ethernet crossover cable

Using an Ethernet crossover cable, you can connect the CallPilot Mini/CallPilot 150 to your computer. With this conne ction, you can use CallPilot Manager to change the CallPilot Mini/ CallPilot 150 IP address before you connect it to the network.

Note: If you do not have access to the CallPilot Mini/CallPilot 150 through the network, you can use an Ethernet crossover cable to configure all of the CallPilot Mini/CallPilot 150 parameters.

To use an Ethernet crossover cable, your computer must be equipped with a 10/100 BaseT Ethernet card and support TCP/IP protocol. Figure 5 shows the connections required.

Figure 5 Ethernet crossover cable

3TD+

6TD-

1RD+

2RD-

3TD+

6TD-

1RD+

2RD-

Note: An Ethernet crossover cable is available as a separ ately available part. For information about obt aining an Ethernet crossover cab le, contact your Nortel Networks supplier.

Connecting the Ethernet crossover cable

1 Shut down the computer. 2 Attach one end of t he Ethernet c ro ssover cable to the Ethernet port on the CallPilot Mini/

CallPilot 150.

3 Connect the other end of the cable to the network interface card on your computer. 4 Start the computer. 5 Use the Quick Install Wizard to initialize the CallPilot Mini/CallPilot 150.

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For information about how to use the Quick Install Wizard, refer to “Running the Quick Install

Wizard” on page 39.

Running the Quick Install Wizard

The Quick Install Wizard appears the first time you startup CallPilot Manager. The Quick Install Wizard is a single p age th at gat hers enou gh inf ormati on to s et up a worki ng syst em. It the n a pplies the informat ion and restar t s the system.

You can reach CallPilot Manager from another computer throug h a LAN connect ion, WAN/ Internet connection or an Ethernet crossover cable. All of these method s create an IP connection that allows you to run CallPilot Manager.

Use the follo w ing procedure to run the Quick Install Wi zard:

1 Launch your browser. 2 In the URL address box, type the CallPilot Mini/CallPilot 150 IP address.

For example: HTTP://192.168.110.10

Note: You must include HTTP:// to access CallPilot Manager.

Chapter 5 Initializing the CallPilot Mini/CallPilot 150 39

The Quick Install Wizard screen appears. Depending on your system, this can take several minutes to appear.

3 Configure the Quick Inst al l parameters fo r a C a llPilot Mini a ccording to Table 13 on page 39.

Configure the Quick Install parameters for a CallPilot 150 according to Table 14 on page 41.

Table 13 Quick Install Wizard parameters for a CallPilot Mini

Field name Description

IP Address Enter the IP Address for the CallPilot Mini. If you do not know the IP Address, contact

your network administrator. This is the IP Address you will use to access the CallPilot Mini using CallPilot Manager. Changes to the IP Address take effect when you reboot the CallPilot Mini. If this is a re-install, the IP Address shows the current settings, not the factory default.

Subnet Mask Enter the Subnet Mask for the CallPilot Mini. If you do not know the Subnet Mask,

Primary DNS Enter the IP Address of the Primary DNS server that CallPilot Mini uses. If you do not

Secondary DNS Enter the IP Address of the Secondary DNS server that CallPilot Mini uses. If you do not

contact your network administrator. Changes to the Subnet Mask take effect when you reboot the CallPilot Mini. If this is a re-install, the Subnet Mask shows the current settings, not the factory default.

know the IP Address, contact your network administrator. The Primary DNS server allows you to use domain names, such as

www.nortelnetworks.com, instead of IP addresses when accessing a site. Note: If you do not use DNS, leave this box blank. CallPilot applications, such as Digital

Networking, can use a DNS server even if you leave this box blank.

know the IP Address, contact your network administrator. CallPilot Mini uses the Secondary DNS server if it cannot contact the Primary DNS

server or if the domain name is not listed in the Primary DNS server. Note: If you do not use DNS, leave this box blank. CallPilot applications, such as Digital

Networking, can use a DNS server even if you leave this box blank.

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40 Chapter 5 Initializing the CallPilot Mini/CallPilot 150

Field name Description

Default Gateway Enter the IP Address of the default next-hop router. If you do not know the IP Address,

contact your network administrator. Note: If you do not require a next-hop router, leave this box blank.

Digits per Extension

Attendant DN Enter the directory number of the attendant. You can enter a number from 1 to 7 digits

Primary Language

Country Select the country in which the CallPilot Mini is installed.

Companding Type Select the companding law that is used by your Meridian 1 switch and the public

Mailbox Keycode If you have purchased additional mailboxes for CallPilot, enter the keycode you received

From Extension Enter the extension number of the first telephone in a range of telephones you want to

To Extension Enter the extension number of the last telephone in a range of telephones you want to

Outdial Method Select the outdial method you want to assign to the mailboxes created using the From

Select the length of the extension number in digits.

long.

Select the default language that is used for voice prompts, text messages, and the Auto-Attendant.

You can change the language of individual mailboxes by assigning a different Class of Service to those mailboxes.

The country you select determines several country specific settings such as the telephone number length, mailbox login sequence and Call Progress Tone Detection. You must select the country that the CallPilot Mini is in to ensure proper operation.

The default country is Nor th America.

switched telephone network. You can select A-Law or M-Law.

with your mailbox package. If you have not purchased additional mailboxes, leave these boxes empty. Use these boxes only for the keycode for additional mailboxes. Do not enter the keycode

that enables the basic voicemail application.

create a mailbox for. A mailbox is created for this telephone and for all of the telephones up to the extension

number you enter in the To Extension box. The mailboxes are named according the set name of the telephone and assigned Class

of Service 1.

create a mailbox for. The extension number you enter in this box must be the same or higher than the

extension number you enter in the From Extension box.

Extension and To Extension boxes. You can choose None, Line, Pool or Route. If you select None, no outdial method is assigned to the mailboxes. If you select Route, a route is assigned as the Outdial Method for the mailboxes.

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Chapter 5 Initializing the CallPilot Mini/CallPilot 150 41

Table 14 Quick Install Wizard parameters for a CallPilot 150

Field name Description

IP Address Enter the IP Address for the CallPilot 150. If you do not know the IP Address, contact

Subnet Mask Enter the Subnet Mask for the CallPilot 150. If you do not know the Subnet Mask,

Primary DNS Enter the IP Address of the Primary DNS server that CallPilot 150 uses. If you do not

Secondary DNS Enter the IP Address of the Secondary DNS server that CallPilot 150 uses. If you do not

Default Gateway Enter the IP Address of the default next-hop router. If you do not know the IP Address,

Base Application The default base application is voicemail. If you want the base application to be Call

Attendant DN Enter the extension number of the CallPilot attendant.

Primary UI Style Select the user interface style assigned to the mailboxes. You can select NVM or

Primary Language

your network administrator. This is the IP Address you will use to access the CallPilot 150 using CallPilot Manager. Changes to the IP Address take effect when you reboot the CallPilot 150. If this is a re-install, the IP Address shows the current settings, not the factory default.

contact your network administrator. Changes to the Subnet Mask take effect when you reboot the CallPilot 150. If this is a re-install, the Subnet Mask shows the current settings, not the factory default.

know the IP Address, contact your network administrator. The Primary DNS server allows you to use domain names, such as

www.nortelnetworks.com, instead of IP addresses when accessing a site. Note: If you do not use DNS, leave this box blank. CallPilot applications, such as Digital

Networking, can use a DNS server even if you leave this box blank.

know the IP Address, contact your network administrator. CallPilot 150 uses the Secondary DNS server if it cannot contact the Primary DNS

server or if the domain name is not listed in the Primary DNS server. Note: If you do not use DNS, leave this box blank. CallPilot applications, such as Digital

Networking, can use a DNS server even if you leave this box blank.

contact your network administrator. Note: If you do not require a next-hop router, leave this box blank.

Center, click the CallCenter button. If you select voicemail, the voicemail application and 20 mailboxes are enabled. If you select Call Center, the Call Center application and 10 agents are enabled. If you choose Call Center, the mailbox and lines administration sections are removed

from the Quick Install Wizard screen.

CallPilot. If you select NVM, the mailbox user interface operates like Norstar Voice Mail and

FlashTalk. Users will hear Norstar Voice Mail voice prompts and see Norstar Voice Mail text prompts.

If you select CallPilot, the mailbox user interface operates like Meridian 1 CallPilot. Users will hear CallPilot voice prompts and see text prompts for CallPilot.

You can change the UI style of individual mailboxes by assigning a different Class of Service to those mailboxes.

Select the default language that is used for voice prompts, text messages, the Auto-Attendant and Feature 983 administration.

You can change the language of individual mailboxes by assigning a different Class of Service to those mailboxes.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

42 Chapter 5 Initializing the CallPilot Mini/CallPilot 150

Field name Description

Country Select the country in which the CallPilot 150 is installed.

The default is Nor th America.

From Line Enter the line number of the first line in a range of lines that you want the auto-attendant

To Line Enter the line number of the last line in a range of lines you want the auto-attendant to

Number of rings Enter the number of rings that CallPilot waits before answering a line.

Mailbox Keycode If you have purchased additional mailboxes for CallPilot, enter the keycode you received

From Extension Enter the extension number of the first telephone in a range of telephones you want to

To Extension Enter the extension number of the last telephone in a range of telephones you want to

Outdial Method Select the outdial method you want to assign to the mailboxes created using the From

to answer. The auto-attendant answers this line and all of the lines up to the line number you enter

in the To Line box.

answer. The line number you enter in this box must be the same or higher than the line number

you enter in the From Line box.

with your mailbox package. If you have not purchased additional mailboxes, leave these boxes empty. Use these boxes only for the keycode for additional mailboxes. Do not enter the keycode

that enables the basic voicemail application.

create a mailbox for. A mailbox is created for this telephone and for all of the telephones up to the extension

number you enter in the To Extension box. The mailboxes are named according the set name of the telephone and assigned Class

of Service 1.

create a mailbox for. The extension number you enter in this box must be the same or higher than the

extension number you enter in the From Extension box.

Extension and To Extension boxes. You can choose None, Line, Pool or Route. If you select None, no outdial method is assigned to the mailboxes. If you select Line, click the Outdial Method text box and enter the line number of the line

you want assign to the mailboxes. If you select Pool, click the Outdial Method text box and enter the line pool number of

the line pool you want to assign to the mailboxes. Note: Line pool numbers 0 to 15 correspond to the Line Pools A to O on the KSU programming interface.

If you select Route, click the Outdial Method text box and enter the route number of the route you want to assign to the mailboxes.

4 Click the Install button. 5 If you are initializing a Cal lPilot Mini, reboot the CallPilot Mini.

You can now start programming the CallPilot parameters. For information about how to program CallPilot, refer to the CallPilot Manager Set Up and Operation Guide.

P0990474 03

Note: If you have changed any of the IP addresses or the Subnet Mask, you must reboot the CallPilot Mini/Call P ilot 150 before you start programming the CallPilot paramet ers.

Chapter 5 Initializing the CallPilot Mini/CallPilot 150 43

Initializing CallPilot 150 using a telephone

To initialize CallPilot 150 you need to:

• determine the CallPilot 150 Feature Codes

• configure the CallPilot 150 initial parameters

Note: You cannot initialize the CallPilot Mini using a telephone. To initialize a CallPilot Mini, use CallPilot Manager.

If you initialized CallPilot 150 using CallPilot Manager, you do not need to initialize CallPilot 150 using a telephone.

Determining CallPilot 150 Feature Codes

Default Feature Code s are a ssigned t o CallPi lot 150 by the Nor star syst em. These de fault c odes are listed in Table 15. When these default Feature Codes are used by other Norstar applications, the Norstar system assigns Feature Codes between 900 and 999 to CallPilot 150. These codes might not be assigned in sequential order. Record the assigned Feature Codes on Table 15.

Table 15 Assigned Feature Codes

Feature Code name Default Number

Agent Login

Busy Mode

Queue Status

Leave Message

Open Mailbox

Operator/Service Control

System Administration

Call Forward to Voicemail

CallPilot DN

Transfer to Voicemail

Interrupt

Name Dial

Record Call

≤·‚› ≤·

≤·‚° ≤·

≤·‚· ≤·

≤·°‚ ≤·

≤·°⁄

≤·

≤·°¤ ≤·

≤·°‹ ≤·

≤·°› ≤·

≤·°ﬁ ≤·

≤·°ﬂ ≤·

≤·°‡ ≤·

≤·°° ≤·

≤·°· ≤·

_____ _____ Call Center only

_____ _____ Call Center and Voicemail

Follow this procedure to determine CallPilot Feature Codes :

Used By

1 Press ≤·•⁄ on a two-line display telephone. 2 Record the Feature Code for the first feature used by CallPilot in Table 15 and on the CallPilot

Programming Record or the Call Center Programming Record.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

44 Chapter 5 Initializing the CallPilot Mini/CallPilot 150

3 Press NEXT

to show the next Feature Code used by CallPilot . Record this co de in Table 15 and

on the CallPilot Programming Record or the Call Center Programming Record.

4 Repeat step 3 unt il you reach the final Feature Code. 5 Press QUIT

to end this session.

Configuring the CallPilot 150 initial parameters

To configure the CallPilot 150 ini tial parameters:

1. Press ≤·°‹.

This is the default System Administration feature code. If your system does not use the default feature codes, enter the System Administration feature code you determined earlier.

Pswd: RETRY OK

App:voicemail CHNG NEXT

2. Enter ¤ﬂﬂ‹›› (CONFIG) and press OK

3. Press CHNG

to toggle the settings between voicemail or

CallCenter.

Bilingual? YES NO

Primary lang? ENG FRE

If you choose voicemail, the voicemail application and 20 mailboxes are enabled.

If you choose CallCenter, the Call Center software and 10 agents are enabled.

4. Press NEXT

5. Press Y

if you want the display and voice prompts to be available in two languages. Press N

if you want the display and voice prompts to be available in one language.

When you choose N (No) for the Bilingual option, step 6 is not required and the system automatically goes to step 7.

6. Press the button for the language you want as the Primary Language.

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Chapter 5 Initializing the CallPilot Mini/CallPilot 150 45

Group lists? Y CHNG NEXT

Leading digit: 9 CHNG NEXT

CallPilot UI:Y CHNG NEXT

7. Press CHNG

to toggle the settings between Y for Yes, or N for

No.

8. Press NEXT

. When you choose N (No) for the enable Group List option, steps 9 and 10 are not required and the system automatically goes to step 11.

9. Press CHNG

to enter a new Group List leading digit.

The Group List leading digit can be any number from 0 to 9. Special Mailbox numbers automatically begin with 1, so if you select a Group List leading digit of 1, the Special Mailboxes will begin with 2. The Group List Leading Digit cannot be the same as the first number of any mailbox.

10. Press NEXT

11. Press CHNG

to toggle the settings between Y for Yes, or N for

No.

12. Press NEXT

Primary UI:NVM CHNG NEXT

13. Press CHNG

to toggle the setting between NVM and CP.

If you choose NVM, the mailbox users will see and hear Norstar Voice Mail prompts when they use their mailboxes. If you choose CP, the mailbox users will see and hear CallPilot prompts when they use their mailboxes.

System config RETRY OK

Configuring...

System ready

14. Press NEXT

15. Press OK

This message appears on the display.

Initialization takes about three seconds. When complete, the display shows: System ready and Exit.

Exit

After the initialization programming is completed, the display automatically returns to the time and date.

You can now start programming the CallPilot parameters. For information about how to program the CallPilo t, refer to the CallPilot Set Up and Operation Guide.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

46 Chapter 5 Initializing the CallPilot Mini/CallPilot 150

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Chapter 6 Language Configuration Utility

The CallPilot Mini/CallPilot 150 has two languages available for text and voice prompts. The Language Configuration Utility allows you to change the two languages that are a vailable.

The computer you use to run the Language Configuration Utility must be compatible with Microsoft

Changing the languages available

To change the availa ble languages:

1 Load the CallPilot CD in the CD-ROM drive of your computer. 2 Open the CD folder and open the Optional Software folder. 3 Open the Language Utility folder.

Windows® and have a network connection to the CallPilot Mini/CallPilot 150.

4 Double click the CallPilotLangConfig.exe file.

The CallPilot Language Configuration screen appears.

5 Select the Server name option or the Server IP Address option. 6 If you selected the Server name option, enter the fully qualified do main name for the

CallPilot Mini/Cal lPilot 150. If you selected the Server IP Address option, enter the IP address of the CallPilot Mini/ CallPilot 150 in standard dotted format.

7 Click the Next button.

The Language C o nfiguration U tility attempts to connect to the CallPilot Min i/CallPilot 150. If the connection is successful, the Language Selection options appear.

8 Click the Specify the language to remove drop list.

The two languages ava il able on the CallPilot Mini/CallPilot 150 appear.

9 Click the language you want to remove. 10 Click the Specify the language to install drop list.

The languages avail able to install appear.

11 Click the new language you want to install on the CallPilot Mini/CallPilot 150. 12 Click the Browse button.

The Save As dialog box appears.

13 Move to the location where the language you want to install is located and click on the

language file.

14 Click the Save button.

The Summary informatio n screen appear s.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

48 Chapter 6 Language Configuration Utility

15 Check the info rmation that ap pears on this scre e n .

If the information is correct, click the Finish button. If the inform ation is not co rrect, clic k the Back button and correct the information before proceeding.

A dialog box appears when the language change is completed.

16 Click the OK button. 17 If you want to change the second language, repeat steps 4 to 16 for the second language. 18 Reboot the CallPilot Mini /CallPilot 150 by removing t he power cable from the CallPilot Mini /

CallPilot 150, waiting 30 seconds and then reconnecting the power cable.

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Chapter 7 P assword administration

Resetting passwords

This section identifies each ty pe of CallPi lot password and how to re set it if the owner forgets it.

Resetting the system administrator password

This is the password the system administrator uses to reach the administrative functions, including resetting other passwords. The default is 0000. The system makes the users reset their passwords the first time they access their mailboxes through the telephone interface.

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

Use this procedure to reset the system administrator password:

1 Dial in to CallPilot syste m . 2 Ask the CallPilot Attendant to transfer you, or use the Autom ated Attendant to transfer

yourself, to the General Delivery Ma il box.

3 Log on to the General Delivery Mailbox using the general delivery mailbox number and

password.

4 Enter the telephone number of the modem on the support computer. 5 Press °‚°. 6 Press ‡‹‡‹°‡ﬂ‡‡·‹ (R E S E T S M P S W D).

Note: On the CallPilot 150, you must be using the CallPilot User Interface to reset the

password using °‚°. If you are using the Norstar Voice Mail User Interface, use

≤·°ﬁ

to reset the password.

Resetting the password using a telephone (CallPilot 150 only)

Use this procedure to reset the system administrator password.

Set: xxxx NEXT

Pswd: RETRY OK

1. Press

2. Press

3. Press ‡‹‡‹°‡ﬂ‡‡·‹

(R E S E T S M P S W D) and press

≤·°ﬁ

or £.

Reset Password: YES NO

4. Press

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

YES

or £.

50 Chapter 7 Password administration

Resetting the operator password

(CallPilot 150 only)

The operator passw ord is used to gain access to oper at o r ma nager functions, such as open and close business, ch ange attendant DNs and enable and disable call answering.

Resetting the password using CallPilot Manager

1 Log on to CallPilot Manager. 2 Click the Operations heading. 3 Click the Operator Settings link. 4 Select the Reset Operator Password check box. 5 Click the Submit button.

The password resets to 67372867 (operator).

Resetting the password using a telephone

Use this procedure to reset the operator password using a telephone with CallPilot User Interface:

1 Dial in to CallPilot syste m . 2 Ask the CallPilot Attendant to transfer you, or use the Autom ated Attendant to transfer

yourself, to the General Delivery Ma il box.

3 Log on to the General Delivery Mailbox using the general delivery mailbox number and

password.

4 Enter the telephone number of the modem on the support computer. 5 Press °‚°. 6 Press ‡‹‡‹°ﬂ‡‹‡‡‡·‹ (R E S E T O P E R P S W D).

Note: You must be using the CallPilot User Interface to res et the password using

°‚°. If you are using the Norstar Voice Mail User Interface, use

≤·°ﬁ

reset the pass wo rd .

Use this procedure to reset the operator password using a telephone with a Norstar Voice Mail User Interface.

Set: xxxx NEXT

Pswd: RETRY OK

1. Press

≤·°ﬁ

2. Press ‡.

3. Press ‡‹‡‹°ﬂ‡‹‡‡‡·‹

(R E S E T O P E R P S W D) and press OK

or £.

Reset Password: YES NO

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4. Choose

YES

or £.

Resetting the Mailbox passwords

The Mailbox password allows users to access their mailbox.

Resetting the password using CallPilot Manager

1 Log on to CallPilot Manager. 2 Click the Mailbox Admini stration heading. 3 Click the Change/Delete Mailbox link. 4 Click the Reset Password link by the mailbox for which you are resetting the password.

A confirmation dialog box appears.

5 Click the OK button.

The password resets to 0000.

Resetting the password using a telephone (CallPilot 150 only)

Follow this procedure to reset a mailbox password using a telephone.

Chapter 7 Password administration 51

Log: QUIT RETRY OK

Admin

AA OTHR

MBOX

Mailbox Admin ADD DEL CHNG

Mbox: DIR QUIT

Password:

RESET

1. Press

≤·°‹

2. Enter the system administration mailbox number and

password.

3. Press MBOX

4. Press CHNG

5. Enter the number of the mailbox you wish to change.

6. Press Next

7. Press R

until Password appears on the display.

ESET

8. Press ®.

Resetting the Call Center Administrator password (CallPilot 150 only)

This password is used to acce ss CallPilot M an ager to admi nister the Call Ce nter software.

1 Log on to CallPilot Manager. 2 Click the Configuration heading. 3 Click the Access Passwords link. 4 Enter a new password into the Call Center Administration Password box.

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52 Chapter 7 Password administration

5 Enter the password ag ai n in the Confirmation box. 6 Click the Submit button.

Resetting the Modem access passwo rd

This password is used to access CallPilot over a dialup connect ion.

1 Log on to CallPilot Manager. 2 Click the Configuration heading. 3 Click the Access Passwords link. 4 Enter a new password into the Modem Access box. 5 Enter the password ag ai n in the Confirmation box. 6 Click the Submit button.

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

Follow this procedure to reset the Modem access pas sword using a telephone.

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Voice Mail:Y CHNG NEXT

Dir avail:Y CHNG NEXT

Match:Lastname CHNG OK

Modem access:Y CHNG OK

Modem access:N CHNG OK

Pswd: RETRY OK

Again: RETRY OK

1. Press

≤·°‹

2. Enter the system administration mailbox number and

password.

3. Press ›.

4. Press NEXT

5. Press NEXT

6. Press OK

7. Press CHNG

8. Press CHNG

9. Enter the new Modem access password and press OK

10. Re-enter the new Modem access password and press OK

11. Press ®.

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Chapter 8 Backing up and restoring CallPilot

Using the CallPilot tools, you can:

• back up Ca llPilot infor m ation

• restore Ca llP ilot information

• retrie ve the CallPilot log files

To use these features, you must install th e Cal lPi lot Backup and Restore Utility on your computer.

Note: You must have Windows 95 or later installed on your computer to run the CallPilot Backup and Restore Utility.

Installing the CallPilot Backup and Restore Utility

To ins tall the CallPilot Backup and Restore Utility:

1 Load the CallPilot CD in the CD-ROM drive of your computer. 2 Open the CD folder and open the Optional Software folder. 3 Open the BRU Utility folder. 4 Copy the file CallPilotBRU.exe to a folder on your computer. 5 Remove the CallPilot CD from your computer.

Backing up the CallPilot information

Backing up the CallPilot inf orma tion is a me thod of pr otect ing your CallPilot programmin g, v oice messages and greetings. When you back up CallPilot, you make a copy the CallPilot information and store it in a d ir ectory on your computer. If your CallPilot Mini/CallPilot 150 must be r eplaced or loses its programming, you can restore this back up information to your CallPilot Mini/Cal l P il ot 150.

Note: Nor tel Netw orks re commends that you perform a back up after y ou ha ve c ompleted your initial programming. W e also recommend that you back up on a regular basis to save new programming, greetings and voice messages.

You must install the CallPilot Backup a nd Restore Utility on the c omputer you are usin g to back up the C allPilot information.

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Before you backup the CallPilot information, make sure you have enough disk space available on the disk you are us ing to store the backup i nformation. Table 16 shows the maximum amount of disk space required for each backup.

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

T ype of Ca llPilot system Maximum disk space required

CallPilot Mini/CallPilot 150 85 MB

CallPilot Mini/CallPilot 150 (with optional message storage upgrade)

Caution: Do not use CallPilot Manager to perform any administrative t as ks while a backup is in pro gress. If y ou use CallPi lot Man ager t o make a c hange d uring a back up, the CallPilot Mini/CallPilot 150 can become corrupted and inoperable.

To help prevent other people from making changes during a backup, inform anyone with administrative privileges that you are doing a backup and that they should not access CallPilot Manager unti l the backup is completed.

180 MB

To back up the CallPilot information:

1 Start your web browser. 2 Log on to CallPilot Manager. 3 Click the Operations heading. 4 Click the Backup/Restore link. 5 Click the Proceed button.

Note: When you click the Proceed button to start a back up, the CallPilot Mini/

CallPilot 150 shuts do wn and drop s all of the user s accessing CallPi lot. This incl udes users accessing their mailboxes, callers leaving a message and callers waiting in Call Center Skillsets.

Make sure that there is no one using the CallPilot Mini/CallPilot 150 before you start the back up. For information about how to determine if the CallPilot ports are busy, refer to

“Programming CallPilot 150 DNs to memory buttons” on page 84.

6 Close your web browser window.

Note: To ensure proper operation, you must close the web browser window.

7 Create a directory on your computer where you want to store the CallPilot information. 8 Start the CallPilot Backup and Restore Utility (CallPilotBRU.exe).

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The CallPilot Backup/Restore Utility screen appears.

Chapter 8 Backing up and restoring CallPilot 55

9 Click the Backup option. 10 In the Local Folder box, enter the path name of the directory on your computer in which you

want to store the CallPilot information.

11 In the CallPilot 150 hostname or IP addresses box, enter the host name or IP address of the

CallPilot Mini/CallPilot 150 you want to backup.

12 Click the OK button.

A confirmation dialog box appears.

13 If the inform ation on the co nfir mation dialog is correc t , click the Continue button.

If the inform ation is not co rrect, clic k the Cancel button and repeat steps 10 to 12. A dialog box appears when the backup is completed.

14 Click the Continue button.

Restoring the CallPilot information

If your CallPilot Mini/CallPilot 150 has been replaced or has los t its programming information, you can restore th e CallPilot pr ogramming, greeti ngs and vo ice messages from a previ ous back up.

Note: You must have a back u p of the CallPil ot information stored on your compute r to perform a restore.

You must install the CallPilot Backup a nd Restore Utility on the c omputer you are usin g to restore the C allPilot information.

Caution: Do not use CallPilot Manager to perform any administrative t as ks while a restore is in progress. If you use CallPilot Manager to make a change during a re st ore, the CallPilot Mini/CallPilot 150 can become corrupted and inoperable.

To help prevent other people from making changes during a restore, inform anyone with administrative privileges that you are doing a restore and that they should not access CallPilot Manager until the restore is com p leted.

Note: Check the Country and Language settings on the CallPilot Mini/CallPilot 150 before starting the Restore. The Country and Language settings must be the same as the backup Call Pilot inform a tion you ar e restoring.

If the Country setting is different than the backup, use CallPilot Manager to change the language to match the bac kup Call Pilot infor mation . F or i nforma tion a bout how to change the Country settings, refer to the CallPilot Manager Set Up and Operati on Guide.

If the Language settings ar e different than the backup, use the Language Configuration Utility to change the languages to match the backup Cal lP ilot informat ion. For information about how to use the Language Configuration Utility, refer to “Language

Configuration Utility” on page 47.

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To restore the CallPilot information:

1 Start your web browser. 2 Log on to CallPilot Manager. 3 Click the Operations heading. 4 Click the Backup/Restore link. 5 Click the Proceed button.

Note: When you click the Proceed button to start a restore, the CallPilot Mini/

CallPilot 150 shuts do wn and drop s all of the user s accessing CallPi lot. This incl udes users accessing their mailboxes, callers leaving a message and callers waiting in Call Center Skillsets.

Make sure that there is no one using the CallPilot Mini/CallPilot 150 before you start the restore. For information about how to determine if the CallPilot ports are busy, refer to

“Programming CallPilot 150 DNs to memory buttons” on page 84.

6 Close your web browser.

Note: To ensure proper operation, you must close the web browser window.

7 Start the CallPilot Backup and Restore Utility (CallPilotBRU.exe).

The CallPilot Backup/Restore Utility screen appears.

8 Click the Restore option. 9 In the Local Folder box, enter the path name of the directory on your computer in whi ch the

CallPilot backup information is stored.

10 In the CallPilot 150 hostname or IP addresses box, enter the host name or IP address of the

CallPilot Mini/CallPilot 150 to which you want to restore information.

11 Click the OK button.

A confirmation dialog box appears.

12 If the inform ation on the co nfir mation dialog is correc t , click the Continue button.

If the inform ation is not co rrect, clic k the Cancel button and repeat steps 11 to 13. A dialog box appears when the restore is completed.

13 Click the Continue button.

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Retrieving the CallPilot log files

The CallPilot log files are a tool used by your Nortel Networks representative to help diagnose a CallPilot problem.

Note: The information in the log files is in tended for Nortel Networks servic e representatives. You will need the assistance of a service representative to interpre t t he information contained in these files.

You must install the CallPilot Backup a nd Restore Utility on the c omputer you are usin g to retrieve the log files.

To retrieve the CallPilot log files:

1 Create a directory on your computer where you want to store the CallPilot log files. 2 Start the CallPilot Backup and Restore Utility (CallPilotBRU.exe).

The CallPilot Backup/Restore Utility screen appears.

Chapter 8 Backing up and restoring CallPilot 57

3 Click the Log Files option. 4 In the Local Folder box, enter the path name of the directory on your computer in which you

want to store the CallPil o t Log Files.

5 In the CallPilot 150 hostname or IP addresses box, enter the host name or IP address of the

CallPilot Mini/CallPilot 150 from which you want to retrieve the log files.

6 Click the OK button.

A confirmation dialog box appears.

7 If the inform ation on the co nfir mation dialog is correc t , click the Continue button.

If the inform ation is not co rrect, clic k the Cancel button and repeat steps 4 to 6. A dialog box appears when the Log files have been copied onto your computer. It will take

several minutes to copy the CallPilot log files to your computer.

8 Click the OK button.

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Chapter 9 Upgrading CallPilot Mini/CallPilot 150

This section describes how to upgrade the CallPilot Mini/CallPilot 150. You can upgrade:

• the CallPi lo t s o ftw are

• the message storage

Upgrading the CallPilot software version

Make sure that th er e is no one using the Cal lPilot Mini/CallPilot 150 before you start the upg rade. For information about how to determine if the CallPilot ports are busy, refer to “Programming

CallPilot 150 DNs to memory buttons” on page 84.

1 Nortel Networks rec ommends that you backup your Ca llPilot information bef o r e you upgrade

the CallPilot software. For information about how to backup CallPilot, refer to “Backing up

the CallPilot information” on page 53 .

2 Put on an anti-static strap and conne ct it to a grounded metal object. 3 Unplug the po wer connector from the CallPilot Mini/CallPilot 150. 4 Insert the upgrade cartridge in the top PCMCIA slot.

For the location of the PCMCIA slots, refer to Figure 1 on page 19.

Caution: The upgrade cartridge must be inserted in the top PCMCIA slot. If the upgrade cartridge is inserted in the bottom P CMCIA slot , yo ur cur re nt sof tware overwrites the upgrade cartridge and all of your programming is lost. Contact your Nortel Networks Service Repres ent at ive for assistance.

Caution: Never install the upgrade cartridge or the feature cartridge in any device other than the CallPilot Mini/CallPilot 150. These cartridges can be corrupted by inserting them in other devices.

5 Restore po wer to the unit.

The CallPilot Mini/Call Pilot 150 starts up. Durin g the start up, the LEDs turn on an d of f in the following sequence:

• LEDs 1 to 4 light for approximately 20 seconds

• LEDs 1 to 4 turn off for approximately 25 seconds

6 The CallPilot Mini/CallPilot 150 copies the files from the upg rade cartridg e to the feature

cartridge. During the upgrade, the LEDs turn on and off in the following sequence:

• LEDs 1 to 4 cycle on and off, one at a time, for approximately 8 to 10 minutes

• LEDs 1 to 4 turn off for approximately 40 seconds

• some or all of the LEDs 1 to 4 may light to indicate TCM connections to the CallPilot on these ports

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60 Chapter 9 Upgrading CallPilot Mini/CallPilot 150

7 Wait until the LED turns on. 8 Unplug the po wer connector from the CallPilot Mini/CallPilot 150. 9 Press the ej ec t button on the top PCMCIA slot to remove the upgrade ca rtridge.

Note: When removing the upgrade cartridge, be careful not to dislodge the feature

cartridge in the bottom slot. If the feature cartridge becomes dislodged, ensure it is fully inserted before you restore power.

10 Restore power to the CallPilot Mini/CallPilot 150.

The CallPilot Mini/Call Pilot 150 will reboot . At this point i t be gins an y necess ary conversions.

11 If necessary, you can restore your CallPilot information. For information about how to restore

the CallPilot infor m ation, refer to “Restoring the CallPilot information” on page 55.

Upgrading the message storage

Message storage is the amount of memory available on your CallPilot system to store greetings and voice mail messages. You can upgrade the message storage on your CallPilot Mini/ CallPilot 150 from 24 hours to 60 hours.

To upgrade the message storage, you replace the existing feature cartridge with the expanded memory fea ture cartridge. Contact your Nortel Networ ks sales representative for information on how to obtain an expanded memory feature cartridge.

To upgrade the message storage:

1 Backup your CallPilot inf ormation. For information about how to backup CallP ilot, refer to

“Backing up the CallPilot information” on page 53.

2 Put on an anti-static strap and conne ct it to a grounded metal object. 3 Unplug the po wer connector from the CallPilot Mini/CallPilot 150. 4 Press the eject button on the bottom PCMCIA slot to remove the feature cartridge. 5 Insert the new feature cartridge into the bottom PCMCIA slot.

For the location of the PCMCIA slots, refer to Figure 1 on page 19.

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Chapter 9 Upgrading CallPilot Mini/CallPilot 150 61

6 Connect power t o the Call Pil ot Mi ni/ C al lPilot 150.

The CallPilot Mini/CallPilot 150 will reboot.

Note: A correct reboot of the CallPilot Mini/CallPilot 150 is indicated by the following LED se quence:

• LEDs 1 to 4 light for approximately 20 seconds

• LEDs 1 to 4 turn off for approximately 25 seconds

• LEDs 1 to 4 blink rapidly for approximately 30 seconds

• LEDs 1 to 4 turn off for approximately 50 seconds

• some or all of the LEDs 1 to 4 may light to indicate TCM connections to the CallPi lo t on these ports

• LE D lig hts to indica te that CallPilot is operating normally

If the CallPilot Mini/Call Pilot 150 does not reboo t, make sure the feature cartridge is in the bottom PCMCIA slot an d is properly seated . If the feature cartridge is n ot inserted properly, disconnect the power from the CallPilot Mini/CallPilot 150, insert the feature cartridge in the bottom slot and restore power.

7 Use CallPilot Manager to change the Country setting to th e country that was selected before

the upgrade. For information about how to change the Country settings, refer to the CallPilot Manager Set Up and Operation Guide.

8 Use the Language Conf igur ation Uti lity to c hange the L anguages se ttings t o the lang uages that

were selected before the upgrade. For information about how to use the Language Configuration Utility, refer to “Language Configuration Utility” on page 47.

9 Restore your CallPilo t inf o rmat ion. For information about how to restore the CallPilot

information, refer to “Restoring the CallPilot information” on page 55.

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Chapter 10 Troubleshooting

Introduction

Troubleshooting CallPilot Mini/CallPilot 150 problems involves determining the symptoms and diagnosing the cause of the problem.

A problem can be the result of mo re than one component failure. Di agnosing a CallPilot Mini/ CallPilot 150 problem involves isolating the cause, and determining whether the malfunction involves a failed hardware component or the CallPilot Mini/CallPilot 150 software con figurat ion.

Important: After you have deter m ined the cause of the problem, and corrected the problem by replacing a component or changing the software configuration parameters, you must test the CallPilot Mini/Call P il ot 150.

Diagnosing problems

A malfunctioning CallPilot Mini/CallPilot 150 can be caused by a faulty component or the CallPilot Mini/CallPilot 150 software configuration. The following sections describe the symptoms that occur when CallPilot Mini/CallPilot 150 malfunctions. The symptoms are described first, followed by the procedures to confirm and correct the problem.

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

Communication problems appear as garbled text or a blank screen. You need to determine if the problem is a communication problem, or if CallPilot Mini/CallPilot 150 is not working at all.

1 Check to see if CallPilot 150 responds to the Feature Codes.

Note: If you are troubleshooting a CallPilot Mini, skip step 1. The CallPilot Mini

does not support Feature Codes .

Press ≤·°⁄ on any Norstar telephone connected to the system. CallPilot 150 should respond with the Pswd: display prompt. The Log: display prompt can al so appear if the telephone is not assigned a mailbox.

Note: CallPilot 150 Feature Codes might not be the default codes shown here. For more information on determining CallPilot 150 feature codes, refer to “Determining

CallPilot 150 Feature Codes” on page 43.

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64 Chapter 10 Troubleshooting

If there is no response, this indicates that CallPilot 150 is not functioning. Refer to “CallPilot

Mini/CallPilot 150 does not function at all” on page 64.

If CallPilot 150 responds with the appropriate prompt, there is a communication proble m on the serial port. Continue with the steps in this procedure until you find the problem.

2 Ensure the RS-232 termi nal communicatio n parameter s are set t o 9600 baud/ 8 da ta bits/ 1 stop

bit/no parity/no flow control. For instructions about setting these parameters, refer to the manual supplied with the terminal.

3 Check the RS- 232 cable. E n sure it is conn ected to the s erial port on CallPilot Mini/

CallPilot 150 and to the serial port on the terminal.

4 Reset the terminal (or terminal emulation software). 5 On the RS-232 cable, use a multi-tester to check the continuity of the pins:

• pin 2 - pin 2

• pin 3 - pin 3

• pin 7 - pin 7 If any check fails, replace the cable.

6 Use a different terminal. 7 If there is still a problem, reboot the CallPilot Mini/CallPilot 150 system. If there is no

improvement call your support line.

CallPilot Mini/CallPilot 150 does not function at all

CallPilot Mini/CallP ilot 150 is not functi oning wh en there is no response from the termina l, or the Feature Codes do not appear on the telephone display.

1 Check the LEDs

If LED 1 is blinking quickly, the Bootloader has encountered an error. Check that the Feature Cartridge is installed in the bottom PCMCIA slot.

If LED 1 and LED 2 are blinking quickly, t he Power- on Diagnost ics have failed. Refer to

“The Power-on Diagnostics fail” on page 65.

2 Make sure that no one is logged into the Norstar Remote Utilities application. If someone is,

have the person exit from Norstar Remote Utilities and then restart CallPilot 150. After CallPilot 150 has started up, the person can start Norstar Remote Utilities again.

Note: If you are troubleshooting a CallPilot Mini, skip step 2.

3 Check to ens ure the:

P0990474 03

• TCM port is connected to the CallPilot Mini/Call Pi lot 150

• the Power Indicator light is lit

• power supply cord is plugged into the AC socket

• power supply cord is connected to the CallPilot Mini/CallPilot 150 module

• CallPilot Mini/Cal lPilot 150 module is getting power from the AC socket

4 Unplug the module and open the front cov er. Remove the feat ure cartridge and then re-insert

it. Make sure the feature cartridge is fully inserted in the slot.

5 Close the front cover and plug in the module.

The Power-on Diagnostics fail

When LEDs 1 and 2 blink quickly, i t ind ic ates a Power-on Diagnostics fail . For in for mation about other LED error codes , re fer to “CallPilot Mini/CallPil ot 150 LEDs” on page 27.

One of the following two components could be the cause of the problem: the power supply or the CallPilot Mini/Call Pilot 150. To correct the problem:

1 Measure the power supply voltage. If the voltage is out of specifications, replace the power

supply and retest the system. The power supply provides 9 VDC.

Chapter 10 Troubleshooting 65

2 If the power supply is within specifications, replace the CallPilot Mini/CallPilot 150, then

reprogram and test the system.

Cannot access CallPilot Manager

If you cannot access CallPilot Ma nager, do the following:

1 Wait until LED turns on before attemptin g to access CallPilot Manager. If LED

does not turn on, refer to “LED 6 does not turn on after CallPilot Mi ni/CallPilot 150 has

finished starting up” on page 69.

2 Make sure that the IP address, subnet mask and de fault gatewa y settings are corr ect . 3 Make sure another d evice is not using the Ca llPil ot Mi ni/Ca llPil ot 150 IP addr ess. To test this ,

disconnect the CallPilot Mini/CallPilot 150 from the network and use a computer on the network to ping the CallPilot Mini/CallPilot 150 IP address. If another device answers the ping, the CallPilot Mini/CallPilot 150 IP address is being used by another device.

CallPilot Mini/CallPilot 150 fails during a start up

If the CallPilot Mini/CallP ilot 150 fails during a start up, do the following:

1 Remove power from the CallPilot Mini/CallPilot 150. 2 Check that the Software C artridge is properly sea ted in the Compa ct Flash Adapter. 3 Check that the Compact Flash Adapter is properly seated in the CallPilot Mini/CallPilot 150. 4 Restore powe r to the CallPilot Mini/CallP ilo t 150.

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66 Chapter 10 Troubleshooting

General Delivery Mailbo x greeting plays when you dial the Voicemail DN on CallPilot Mini

You must reboot the Ca llPilot Mini after using the Quick Insta ll Wizard. This ensure the Cal lPilot Mini is using th e correct Voic email DN.

All of the mailboxes disappear after a software upgrade

If the upgrade cartridge is inserted in the bottom PCMCIA slot, your cur rent software overwrites the upgrade cartridge and all of your programming is lost. Contact your Nortel Networks Service Represent a tive for assist ance.

CallPilot 150 Feature Codes are inactive

Note: Do no t use thi s procedur e if you are t roubleshoo ting a Call Pilot Mini . The CallPilot

Mini does not support Feature Codes .

There are certain situ ations when you must first r emove the Featur e Codes that yo u are plannin g to use before you install the new CallPil ot 150 software. These situations incl ude:

• when you are activating new Voice Mail or Call Center functionality

• a new installation of Voice Mail or Call Center

To remove Feature Codes that may have been use d by other applications, use the External Feature Inquiry utility (≤••ÙÏÊ‰ÍÊ) before you install the new CallPilot 150 software. The External Feature Inqui ry utility can be used only from a two-line display telephone.

To remove Feature Codes

1. Unplug the power to the CallPilot 150.

2. Press ≤••ÙÏÊ‰ÍÊ.

which is the same as Press ≤••·‹°‹‡°.

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Chapter 10 Troubleshooting 67

Password: RETRY

Feat code: FIRST EXIT

F9XX: xxxxxxxx TEST BACK NEXT

F9XX: Inactive REMOVE OK

3. Enter

The default password is ÇØˆÏÈÌ (¤ﬂﬂ‹››). For more information about the Installer password, refer to the Norstar Installer Guide that came with your KSU.

Access denied appears if you cannot use external feature inquiry from your telephone. In use: appears if someone else is using external feature inquiry, or an external feature is requesting an external feature access code.

4. Press Fi r s t

The first feature code appears.

5. Press TEST

Note: 9XX is the Feature Code and xxxxxxxx is a number

assigned to the Feature Code.

6. Press REMOVE

to remove the unused code.

Note: If F9XX: Active appears, the code is still being used by

a Norstar peripheral. Press OK

F9XX: Free TEST BACK NEXT

7. Press NEXT

to show the next Feature Code.

8. Repeat steps 5 to 7 until you have tested all of the Feature Codes.

Note: If None Registered appears, all of the Feature Codes

have been tested and removed. The External Feature Inquiry utility exits.

9. Press ® to exit external feature inquiry.

10. Plug the power back into the CallPilot 150.

CallPilot 150 does not reboot following **STARTUP

Note: Do no t use thi s procedur e if you are t roubleshoo ting a Call Pilot Mini . The CallPilot

Mini does not support Feature Codes .

Following a **STARTUP of the KSU you must manually reboot and reset CallPilot 150. For information about resetting CallPilot, refer to the CallPilot Manager Set Up and Operation Guide or the CallPilot Telephone Administration Guide.

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68 Chapter 10 Troubleshooting

Inactive feature

Note: Do no t use thi s procedur e if you are t roubleshoo ting a Call Pilot Mini . The CallPilot

Mini does not support Feature Codes .

Maintenance of the CallPilot 150 installation is required if you attempt to initialize the system and the display shows:

Inactive feature

Should this occur:

1 Check the wiring at the distr ibution block, then enter the Syst em Administrati on Feature Code.

The default code is ≤·°‹. The display should show:

Log: QUIT RETRY OK

2 If the display still shows Inactive feature, disconnect the power cord and check all the

wiring for the CallPilot 150. Make sure the:

• power supply is connected and plugged in

• CallPilot 150 has had the necessary time to complete the four minute self testing procedure

• CallPilot 150 is connected to a working station port

• there are no tele phones o r periphera ls co nnected to the st ation port which ha s the sa me DN that was assig ned as the Cont rol DN of a Skillset.

• power source to the CallPilot 150 is not damaged

3 After checking all the wiring, reconnect the power. Wait four minutes and repeat step 1. 4 If you have checked the wiring and the module is still not operationa l disconnect and

repackage the module, and return it to your distributor.

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

When you change the t ime on the telephon e system, i t can t ake up to 10 minutes for the time on th e CallPilot Mini/CallPilot 150 to change.

LED error messages

CallPilot Mini/CallPilot 150 uses the LEDs to indicate an error message.

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Chapter 10 Troubleshooting 69

LED 1 is blinking quickly

If LED 1 is blinking quickly, the Bootloader has encountered an error.

1 Make sure the feature cartridge is in the bottom PCMCIA slot and it is seated properly. 2 Make sure no one is logged into Norstar Remote Utilities. If someone is, ask them to log out

until the CallPilot 150 has finished rebooting.

Note: If you are troubleshooting a CallPilot Mini, skip step 2.

LED 1 and LED 2 are blinking quickly

If LED 1 and LED 2 are blinking quick ly, the Power-on Diagnostics have failed. R efer to

“The Power-on Diagnostics fail” on page 65.

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

LEDs 1 to 4 turn off briefly during the start up process. If these LEDs do not turn off briefly, the hardware initialization has failed. Refer to “The Power-on Diagnostics fail” on page 65.

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

LEDs 1 to 4 indicate the lines that are connected to the te lephone system. If any of these LEDs are off, the LED number indicates the line number that is not connected to the telephone system. If the lines are supposed to be connected to the telephone system:

1 Check the wiring between the telephone system and the CallPi lot Mini/CallPilot 150. 2 Make sure the wiring between the telephone system and the CallPilot Mini/CallPilot 150 is

less than 15 meters (50 feet) long.

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

If LED does not turn on a few minutes after CallPilot Mini/CallPilot 150 has finished starting up, the application has failed to start. Refer to “CallPilot Mini/CallPilot 150 does not

function at all” on page 64.

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Appendix A Modem Access

When there is no access to the CallPilot Mini/CallPilot 150 using a LAN connection or the serial port, you can use the modem to access to CallPi lot Mini/CallPilot 150.

Note: Although you can access CallPilot Manager using the modem, Nortel Networks recommends you use a LAN connec tion or an Ethernet cr ossover cable to access CallPilot Manager.

Modem access is intended for Nortel Networks support personnel and CallPilot Mini/ CallPilot 150 distributors.

Caution: The CallPilot modem uses th ree voice ch annels when connec ted to t he suppor t computer. Nortel Networks re commends that you do not use the modem during peak use times.

Do not connect the support computer modem to an internal (extension) line.

Configuring your computer to access the CallPilot modem

To configure your computer to access the CallPilot modem, you must:

• connect a telephone to your computer modem

• create a Dial-Up Networking connection

• install the No rtel Networks Modem Config u ra t i o n Ut ility

Connecting a telephone to your computer modem

In order to access the CallPi lot mod em, you ne ed a t eleph one con nec ted t o your computer modem. You use this telephone to log in to the System Administrator mailbox on t he Call Pilot system. From this mailbox you can access the CallPilot modem.

Caution: Connect only an analog telephone to your computer modem. Do not con n ect a Meridian or Norstar digi tal telephone to your computer modem.

If your computer has a modem with two telephone cable connectors, connect the telephone to the jack designated for a telephone. If you are unsure which connector is for a telephone, refer to the documentation that came with your modem.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

72 Modem Access

If your computer has a modem with one telephone cabl e connec tor, you need to use a telephone line splitter. To connect the line splitter:

1 Disconnect the telephone line for the modem from the wall outlet. 2 Insert the line splitter into the wall outlet. 3 Connect the telephone line for the modem to one of the connecto rs on the line splitter. 4 Connect the telephone line for the telephone to the other connector on the line splitter.

Creating a Dial-Up Networking connection

You require a Dial-Up Networking connection to access the C allPilot modem. This connection must be configured for Operator assisted or manual dialing.

Note: If Dial-U p Net w o rking is not installed on your computer, you must install it befor e you can proceed. Refer to the documentation that came w ith your Windows operating system for instruction on how to install Dial-Up Networking.

Creating a Dial-Up Networking connec tion on Windows 95 or Windows 98

1 Click the Start button and then click Programs. 2 Click Accessories and then click Communications. 3 Click Dial-Up Networking.

The Dial-Up Networking window app ear s.

4 Double click the Make New Connection icon. 5 In the Type a name for the computer you are dialing box, ente r a name for the Call P ilot

connection.

6 From the Select a modem drop list, click the modem you are going to use for this connection. 7 Click the Configure button. 8 Click the Options tab. 9 Select the Operator assisted or manual dialing option and then click the OK button. 10 Click the Next button. 11 Enter the telephone numbe r and area code of the CallPilot sys te m . 12 Click the Finish button.

Configuring the Dial-Up Networking TCP/IP parameters on Windows 95 or Windows 98

1 Right click the Dial-Up Networking connection you created for the CallPilot system and then

2 Click the Server Type tab.

P0990474 03

click Properties.

Modem Access 73

3 In the Advanced options box, select the Log on to network option: 4 In the Advanced options box, clear the following options:

Enable software compression Require encrypted password Require data encryption Record a log file for this co nnection

5 In the Allowed network protocols box, select the TCP/IP option. 6 In the Allowed network protocols box, clear the following options:

NetBEUI IPX/SPC Compatible

7 Click the TCP/IP Settings button. 8 Select the Specify an IP address option. 9 In the IP address box, enter the IP address of CallPilot sys tem, but ch ange the last se t of digit s

to a different number. For example, if the CallPilot IP address is 192.168.0.1, enter 192.168.0.10.

Note: The IP address you enter here is used to identify your compute r duri ng the modem connection. It does not affect the LAN configuration of your co mput er .

10 Clear the following options:

Use IP header compression Use default gateway on remote network

11 Click the OK button. 12 Click the OK button.

Creating a Dial-Up Networking connection on Windows NT 4.0

1 Click the Start button and then click Programs. 2 Click Accessories and then click Dial-Up Networking.

The Dial-Up Networking dialog box appears.

3 Click the More button and then click Operator assisted or manual dialing. 4 Click the New button. 5 Enter a name for the CallPilot connection. 6 Select the I know all about dial up connections and would prefer to edit the properties

directly option. The Edit Phonebook Entry dialog box appears.

7 Refer to “Configuring the Dial-Up Networking TCP/IP para meters on Windows NT 4.0” for

information about this dialog box.

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74 Modem Access

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

1 Click the Configure button. 2 Click the Initial speed drop list and then click 115200. 3 Select the Enable hardware flow control option. 4 Clear the following options:

Enable modem error control Enable modem compression

5 Click the OK button. 6 Click the Server tab. 7 Click the Dial-Up server typ e drop list, and then click the PPP:Internet, Windows 95/98/

NT4 option.

8 Select the following options:

TCP/IP Enable software compression Enable PPP LPC extensions

9 Click the TCP/IP Settings button. 10 Select the Use the following IP address option. 11 Enter the IP address of CallPi lot sy stem, but change t he las t set of d igits to a di ffer ent number.

For example, if the CallPilot IP address is 192.168.0.1, enter 192.168.0.10.

Note: The IP address you enter here is used to identify your compute r duri ng the modem connection. It does not affect the LAN configuration of your co mput er .

12 Clear the following options:

Use IP header compression Use default gateway on remote network

13 Click the OK button. 14 Click the Security tab. 15 Select the Accept any authentication including clear text option. 16 Click the OK button.

If you want to access the Dial -Up Networki ng TCP/IP pa ra meters to check or edit the se ttin gs, us e the following procedur e

1 Click the Start button and then click Programs. 2 Click Accessories and then click Dial-Up Networking.

3 Click the More button and then click Edit Entry and modem properties.

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The Dial-Up Networking dialog box appears.

Modem Access 75

Creating a Dial-Up Networking connection on Windows 2000

1 Click the Start button and then click Programs. 2 Click Accessories and then click Communications. 3 Click Network and Dial-Up Connections.

The Network and Dial-Up Conne ctions dialog box appears.

4 Click the Make new Connection icon.

The Network Connection Wi zar d appears.

5 Select the Dial-up to the Internet option. 6 Click the Next button. 7 Select the I want to set up my Internet connection manually option. 8 Click the Next button. 9 Select the I connect through a phone line and a modem option. 10 Click the Next button. 11 In the Telephone num ber box, enter a telephone number.

It does not matter what tele phone nu mber you ent er in this box becaus e the number i s not use d for the connection to the CallPilot system.

12 Click the Advanced button. 13 Click the Address tab. 14 Select the Always use the following I P A dd ress option. 15 Enter the IP address of CallPi lot sy stem, but change t he las t set of d igits to a di ffer ent number.

For example, if the CallPilot IP address is 192.168.0.1, enter 192.168.0.10.

Note: The IP address you enter here is used to identify your compute r duri ng the modem connection. It does not affect the LAN configuration of your co mput er .

16 Click the OK button. 17 Click the Next button. 18 Leave the user name as Administrator and leave the password box blank. 19 Click the Next button. 20 Enter a name for this connection. 21 Click the Finish button.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

76 Modem Access

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

1 Right click on the Dial-Up Networking connection you created for CallPilot and then click

Properties.

2 Click the Configure button. 3 Select the Enable hardware flow control option. 4 Clear the following options:

Enable modem error control Enable modem compression Show Terminal window Run script options

5 Click the OK button. 6 Click the Security tab. 7 Select the Advanced (custom settings) option. 8 Click the Settings button. 9 Select the Allow these protocols option. 10 Select the Unencrypted password (PAP) option and clear the other options. 11 Click the OK button. 12 Click the Networking tab. 13 In the Type of dial-up server I am calling drop list, click PPP:Windows 95/98/NT4/2000,

Internet.

14 Click the Settings button. 15 Select the following options:

Enable LCP extensions Enable software compression Negotiate multi-link for single link connections

16 Click the OK button. 17 Select the Internet Protocol ( T CP /IP) option. 18 Click the Internet Protocol (TCP/IP) heading and then click the Properties button. 19 Select the Use the following IP address option. 20 Enter the IP address of CallPi lot sy stem, but change t he las t set of d igits to a di ffer ent number.

For example, if the CallPilot IP address is 192.168.0.1, enter 192.168.0.10.

21 Click the OK button. 22 Click the OK button.

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Note: The IP address you enter here is used to identify your compute r duri ng the modem connection. It does not affect the LAN configuration of your co mput er .

Installing the Nortel Networks Modem Configuration Utility

Your modem requires a special configuration to access the CallPilot modem. The Modem Configuration Utility allows you to easily switch between the configuration for the CallPilot modem and the configuration for nor mal mo dem use.

To install the Nortel Networks Modem Configuration Utility:

1 Load the CallPilot CD in the CD-ROM drive of your computer. 2 Open the CD folder and open the Optional Software folder. 3 Open the Modem Configuration Utility folder. 4 Copy the file CPsecureModem.exe to a folder on your computer. 5 Remove the CallPilot CD from your computer.

Modem Access 77

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

78 Modem Access

Enabling the modem on the CallPilot Mini/CallPilot 150

You must enable the CallPilot modem befor e you access the system using the modem.

Enabling Modem access using CallPilot Manager

1 Log on to CallPilot Manager. 2 Click the Configuration heading. 3 Click the Access Passwords link. 4 Enter a password in the Modem Access box. 5 Enter the password again in the Confirmation box. 6 Click the Submit button.

Note: To disable Modem access, clear the Modem Access and Confirmation boxes and

then click the Submit button.

Enabling Modem access using a telephone (CallPilot 150 only)

Follow this procedure to enable the Modem access password using a telephone.

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Voice Mail:Y CHNG NEXT

Dir avail:Y CHNG NEXT

Match:Lastname CHNG OK

Modem access:N CHNG OK

Pswd: RETRY OK

1. Press

≤·°‹

2. Enter the system administration mailbox number and password.

3. Press ›.

4. Press NEXT

5. Press NEXT

6. Press OK

7. Press CHNG

8. Enter the new Modem access password and press OK

Note: If you do not enter a password, Modem access is

disabled.

Again: RETRY OK

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9. Re-enter the new Modem access password and press OK

10. Press ®.

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

Follow this procedure to change the Modem access password using a telephone.

Modem Access 79

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Voice Mail:Y CHNG NEXT

Dir avail:Y CHNG NEXT

Match:Lastname CHNG OK

Modem access:Y CHNG OK

Modem access:N CHNG OK

Pswd: RETRY OK

Again: RETRY OK

1. Press

≤·°‹

2. Enter the system administration mailbox number and password.

3. Press ›.

4. Press NEXT

5. Press NEXT

6. Press OK

7. Press CHNG

8. Press CHNG

9. Enter the new Modem access password and press OK

10. Re-enter the new Modem access password and press OK

11. Press ®.

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

Follow this procedure to disable the Modem access password using a telephone.

Log: QUIT RETRY OK

Admin MBOX AA OTHR

Voice Mail:Y CHNG NEXT

Dir avail:Y CHNG NEXT

Match:Lastname CHNG OK

1. Press

2. Enter the system administration mailbox number and password.

3. Press ›.

4. Press NEXT

5. Press NEXT

6. Press OK

≤·°‹

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

80 Modem Access

Modem access:Y CHNG OK

Modem access:N CHNG OK

7. Press CHNG

8. Press ®.

Connecting to the CallPilot system

To connect to the CallPilot system you must:

• configure your modem to access the CallPi lot modem

• connect to the CallPilot mode m

Configuring your modem to access the CallPilot modem

The CallPilot modem requires a special configuration for access. This requirement helps prevent unauthorized access to the CallPilot system.

To configure your modem: 1 Open the folder that contains the Nortel Networks Modem Configuration Utility.

(CPsecureModem.exe).

2 Double click CPsecureModem.exe.

The Modem Configuration Utility opens.

3 Select the Configure Modem for Secure Access option. 4 Click the OK button.

The Configuration Complete dia log box a ppears.

5 Click the OK button. 6 In you are using Windows NT 4.0, restart your computer.

After your computer finis hes restarting, the modem is ready to conne ct to the CallPilot modem .

Connecting to the CallPilot modem

To connect to the CallPilot system:

1 Use the Start menu to open the Dia l- Up Networking window. 2 Double click the Dial-Up Networking connection you created for the CallPilot system. 3 Set the User ID to CallPilot. 4 Set the Password to administrator. 5 If there is a Domain box, set the Domain to the IP address you entered for the Dial-Up

Networking TCP/IP parameters of this connection. For example, enter 192.168.0.10.

6 Click the Connect button.

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Modem Access 81

7 Use the telephone conn ected to you r computer mode m to dial the Ca llPilot system you want to

access.

8 When prompted, press ••, the System Coordinator mailbox number and then £.

For example, ••⁄¤£.

9 Enter the Modem Access password and pre ss £. 10 If there are enough CallPilot resources to make a modem connection, the system starts

counting down from 5.

11 When the system re aches 1, click the Connect button and hang up the telephone.

A message appears when the connection is established.

Tip

If the prompt One moment please plays, the system currently does not have sufficient resources to access the modem. Wait until the count d own rea ches 1 before you click the Connect button.

If the prompt One moment please plays several times and then the prompt Exiting the system, goodbye plays, try calling again.

Your computer is now connected to the CallPilot system.

Accessing the CallPilot system using the CallPilot console

1 Click the Start button and then click Run. 2 Enter Telnet 192.168.0.2 and click OK.

Note: The IP address abo ve is an example only. The IP address you enter is the IP

address of the CallPilot system plus one. In the example above, the IP address shown is the default CallPilot IP address

(192.168.0.1) plus one (192.168.0.2).

3 Log on to the C allPilot console.

When you are finished with the CallPilot system, end your connection to the CallPilot modem.

Note: After you are finished accessing the CallPil ot system, you must reconf igure your modem if you want to use it fo r normal modem connections.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

82 Modem Access

Accessing the CallPilot system using CallPilot Manager

1 Start your web browser. 2 In the URL fi eld, enter http://192.168.0.2.

3 Log on to CallPilot Manager

When you are finished with the CallPilot system, end your connection to the CallPilot modem.

Note: After you are finished accessing the CallPil ot system, you must reconf igure your modem if you want to use it fo r normal modem connections.

Note: The IP address abo ve is an example only. The IP address you enter is the IP address of the CallPilot system plus one.

In the example above, the IP address shown is the default CallPilot IP address (192.168.0.1) plus one (192.168.0.2).

Configuring your modem for normal modem connections

To configure your modem for normal connections: 1 Open the folder that contains the Nortel Networks Modem Configuration Utility

(CPsecureModem.exe).

2 Double click CPsecureModem.exe.

The Modem Configuration Utility opens.

3 Select the Configure Modem for Normal Operation option. 4 Click the OK button.

The Configuration Complete dia log box a ppears.

5 Click the OK button. 6 If you are using Windows NT 4.0, restart your computer.

After your computer finishes restarting, the modem is ready for normal modem connections.

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Appendix B Norstar Directory Numbers

Norstar is a digital sys tem, capable of carryin g tw o simult an eous v oic e conversations ove r a singl e station port. These two voice channels are referred to as the B1 and B2 channels. There are times when you will want t o monitor each of the B1 and B2 cha nnels that Call Pilot 150 use s. You can do this by programming a Norstar telephone with Autodial keys for the B1 and B2 extension numbers.

The follow ing charts can be used to determine the default B1 and B2 Directory Numbers (DN) of the Norstar Compact and Modular systems.

Table 17 Non-expanded Modular ICS DNs

Station ports B1 DNs B2 DNs Module number

101 - 132 21 - 52 53 - 84 KSU #1

201 - 248 001 - 048 KSU #2

Table 18 Modular ICS 2-port cartridge DNs

Station ports B1 DNs B2 DNs Module number

101 - 132 221 - 252 285 - 316 KSU #1

301 - 316 253 - 268 317 - 332 TM #3

401 - 416 269 - 284 333 - 348 TM #4

201 - 248 001 - 048 KSU #2

401 - 412 049 - 060 TM #4

301 - 312 061 - 072 TM #3

Table 19 Modular ICS 6-port cartridge DNs

Station ports B1 DNs B2 DNs Module number

101 - 132 221 - 252 349 - 380 KSU #1

301 - 316 253 - 268 381 - 396 TM #3

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

84 Norstar Directory Numbers

401 - 416 269 - 284 397 - 412 TM #4

501 - 516 285 - 300 413 - 428 TM #5

601 - 616 301 - 316 429 - 444 TM #6

701 - 716 317 - 332 445 - 460 TM #7

801 - 816 333 - 348 461 - 476 TM #8

201 - 248 001 - 048 KSU #2

801 - 812 049 - 060 TM #8

701 - 712 061 - 072 TM #7

601 - 648 073 - 084 TM #6

501 - 512 085 - 096 TM #5

401 - 412 097 - 108 TM #4

301 - 312 109 - 120 TM #3

Programming CallPilot 150 DNs to memory buttons

As a troubleshooting aid, it is he lpful to program the CallPilo t 150 DNs to appear on th e memory buttons of a Norstar tel ephone.

After you have determined the CallPilot 150 DNs, program them onto memory buttons with indicators.

When the CallPil ot 150 DNs are programmed to m emory buttons, it i s ea sy to monitor C allPilot 150 traffic levels, and determine if any CallPilot 150 ports are not functioning.

P0990474 03

Glossary

Administration

Agent

Alarms

Alternate language

Baud rate

The tasks involved in maintaining Mail boxes, Greetings, Skillsets, Agents and System configuration.

An agent is a pe rson who is assig ned to answer c a lls for one or m o re Skillsets in a Call Center.

Messages sent by CallPilot indicating that something requires the system administrator’s attention.

The second language CallPilot can be programmed to operate in.

A unit of measurement of dat a proc essin g sp eed. It is a pproxi mate ly equivalent to Bits Per Second (BPS). Typical baud rates are 300, 1200, 2400, 4800, and 9600.

Bit

An abbreviation for binary digit. A bit is the smallest unit of information recognized by the computer. A bit has one of two v al u es (0 or 1) to indicate off or on.

Byte

The amount of space required to store a single character. One byte equals eight bits.

Call Center

The Call Center Software receives, holds and routes calls to agents in a call center.

CCR (Custom Call Routing)

Call Paths that let callers select options to direct their calls along paths you create.

Central office line

The telephone lines that connect the Norstar KSU or Meridian 1 PBX to the Public Switched Telephone Network (PSTN).

CLID

Caller Line Identification.

Company Directory

An internal list containing the names of users with initialized mailbox es designated to appear in the directory.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

86 Glossary

Configuration

Conventions

Cursor

Default

Disconnect supervision

The tasks involved in setting up the different parameters of CallPilot. For example, configuring the telephone lines answered by CallP ilot. See also Administration.

The way certain infor mati on is desc ri bed. For example, using underlined text to repres ent second-line display prompt information.

A marker on the monitor screen that indicates where the next input from the keyboard or mouse will appear.

The parameters that are preset within CallPilot.

A feature on centr al of f ice lines t hat noti fi es the Norstar KSU or Merid ian 1 PBX whe n the party on the other end of the line hangs up.

Display

A one or two-line screen on a Nortel Networks telephone that shows CallPilot commands and options.

Display buttons

The three buttons that appear on a Norstar two-line display. When pressed, these buttons select the specified CallPilot option.

Display Options

The choices available to a user that appear on the Norstar two-line display. Options appearing on the display can be selected using the display or dialpad buttons.

Directory Number.

DTMF

Dual Tone Multi Frequency. The sounds the telephone keys make to identify themselves.

Ethernet

A widely used Local Area Netwo rk (LAN) protoco l that us es coaxi al cabl e or twisted pai r wiring for connecting computers.

P0990474 03

Feature cartridge

A device inserted into the CallPilot Mini/Ca llPilot 150 tha t con tains the initial software load or an upgrade.

Glossary 87

Feature Code

A unique three-digit code that is used to access CallPilot features and options from a telephone.

Flash Memory

Memory that stores data even when CallPilo t Mini/CallPilot 150 is restart ed or disconnected from the power supply. Flash memory contains instructions that CallPilot Mini/CallPilot 150 needs to operate. The instructions stored in flash me mory cannot be changed and are used by the CallPilot Mini/CallPilot 150 each time it is turned on or restarted.

General Delivery Mailbox

One of the two Special Mailboxes. This mailbox collects messages for individuals in a company who have not been assigned a Personal Mailbox.

Group list

A collection of mai lbox numbers that are assig ned a spe cial “Group” number by Cal lPil ot. When a message is sent to a Grou p List , all the mailboxes in the list receive the message.

Hardware

The physical components of a CallPilot Mini/CallPilot 150.

Hz (hertz)

A unit of measure for indicating frequenc y in cycles per second.

Initialization

The steps required to prepare hardware or software for operation.

Install

To set up for operation. Hardware is i nst al led by attaching it to th e app rop riate connectors or sockets.

Keycode

A keycode is a code tha t all ows you to add features to a CallPilot Mini /CallPilot 150. For example, the Mailbox Keycode allows you to add more mailboxes to the CallPilot Mini/ CallPilot 150.

A keycode consi sts of 3 eight digit numbers. It is also know as a software authorization code.

KSU

Key Service Unit, a Norstar business telephone system.

Local Area Network (LAN)

A group of computers physically connected in a manner that lets them communicate and interact with each other.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

88 Glossary

Mailbox

Mbyte

Meridian 1

Modem

Norstar

A storage place for messag es on CallPilot.

The abbr eviation for megabyte. A megabyte is equal to 1,048,576 bytes. Megabyte is also abbrevia ted as MB.

A telephone system to which the CallPilo t Mi n i c on nects.

A communications devi ce that allows data to be e xchanged between computers over telephone lines. The exchange is done by electronic processes called modulation and demodulation. The modem changes (modulates) the data into tones to send to another modem and also converts (demodulates) tones when receiving from another modem.

A telephone system to which the CallPilot 150 connects .

Option

A CallPilot choice th at is given to a use r through voice or display prompts.

PBX

Private Branch Exchange, a Meridian 1 business telephone system.

PCMCIA

Personal Computer Memory Card International Association. A PCMCIA card stores the CallPilot software.

Password

A four to eight digit number that is entered using the dialpad. A password is used to open mailboxes or perform configuration tasks.

Port

A connector on the CallPilot Mini/CallPilot 150 that allows data exchange with other devices, such as an RS-232 term ina l.

A port is also a connection to the Norstar KSU or Meridian 1 PBX. See TCM port.

Pow e r cab l e

A cable that connects the CallPilot Mini/CallPilot 150 to a power source.

P0990474 03

RAM (Random Access Memory)

Computer memory that stores data temporarily. RAM stores the data used by the microprocessor as it executes instructions. The contents of RAM are erased eac h time the CallPilot Mini/Cal lPilot 150 is turned off or restart ed.

Glossary 89

RS-232 terminal

A device with a display, such as a computer or a laptop, that you can connect to the serial port of the CallPilot Mini/CallPilot 150.

Serial cable

A cable that transfers data one bit at a time. This cable connects the CallPilot Mini/ CallPilot 150 to an RS232 terminal.

Serial port

A port that sends and receives data one bit at a time. This port is used to connect the CallPilot Mini/CallPilot 150 to an RS-232 terminal.

System administrator

The person who is responsible for setting up and configuring CallPilot.

TCM port

Time Compression Multiplexing port. This is the type of port that you use to connect the CallPilot 150 to the Norstar KSU or the CallPilot Mini to the Meridian 1 PBX.

Tone dial telephone

A push button telephone that emits DTMF tones.

Transmission Control Protocol/Internet Protocol (TCP/IP)

A language governing communication among all computers on the Internet.

Voice channel

A communication path that CallPilot uses to send voice messages to and from the Norstar KSU or Meridian 1 PBX. There are two voice channel s on each TCM port.

Voice prompts

The prerecorded v oi ce instructions that play when acc essing the different CallPilot features and options. Voice prompts also enable a caller to proceed along the call path of a CCR Tree.

Wide Area Network (WAN)

A collection of computers connected or networked to each other over long distances, typically using common carrier facilities.

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

90 Glossary

P0990474 03

Index

ACD Queue, adding on Meridian 1 30 Active agents, maximum 17 Attendant DN 40, 41 Auto-Attendant 17

B1 and B2 directory numbers 83 Back up, CallPilot information 53 Backup and Restore Utility, installing 53 Base Application 41 Basic call center 17 Browser, requirements 29, 34

Call Center

resetting the administrator password 51

troubleshooting 66 Call Center Reporting 17 Call Interrupt 17 Call recording 17 CallPilot

attendant 40, 41

back up 53

connecting to 35

features list 17

initializing 29

log files, retrieving 57

logging on 39

restore 55 CallPilot Backup and Restore Utility 53 CallPilot Manager

about 29

requirements 34 Caution symbol 16 Communications parameters, required 36 Compatible telephone systems

Meridian 1 18

Norstar 18 Computer requirements 34 Conventions 16

Cautions 16

Notes 16

text 11

Country 40, 42 Custom Call Routing 17

Default Gat eway 40, 41 Determining Feature Codes 43 DNS server 22, 39, 41

Electrical checklist 21 EMC Kit, connecting 24, 26 EMC requirements 24, 35 Environmental checklist 21 Ethernet crossover cable 38

pinout 38 Ethernet port, location 19 External Feature inquiry 66

Feature Codes 43

determining 43

inactive 66

removing 66 Features of CallPilot 17 Ferrite bead, connecting 24, 26 From Extension 40, 42 From Line 42

Hardware installation procedure 23 Help, how to get 11 Humidity requirements 21

Inactive, Feature Codes 66 Initializing CallPilot 29 Instructions, presentation 16 IP Address 39, 41 IP address

changing 35, 36, 38

default 22, 35

requirements 22

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

92 Index

KSU, compatible Norstar 18

LAN, requirement for 22 Language Configuration Utility 47 Languages, changing 47 LEDs 27

error messages 68

Log files 57

Mailbox Keycode 40, 42 Mailbox, resetting password 51 Memory buttons 83

Programming 83

Meridian 1

ACD Queue 30 compatible version 18 configuring for Call P ilo t 30

resetting system manager’s password 49 Message storage, upgrading 60 Modem Access 71 Modem, resetting access password 52

Next-hop router 40, 41 Norstar directory numbers 83 Norstar Remote Utilities 64 Norstar telephone systems 18 Note symbol 16 Number of rings 42

Opening the CallPilot 24 Operator, resetting password 50 Option 11C, Meridian PBX 18 Outdial Method 40, 42

Package check list 21 Passwords

resetting 49

resetting administrat or’s 49

resetting mailbox 51 resetting modem access 52 resetting op e r a t or ’s 50

resetting the Call Center administrator 51 PBX, compatible Meridian 1 18 PCMCIA slots 19 Pinouts

Ethernet crossover cable 38

serial port 36

TCM ports 24 Port A pinout 24 Port B pinout 24 Ports

connecting to 24

location 19

TCM pinouts 24 Power connector, location 19 Power requirements 20 Power- on di agn os tic s fa i lure 65 Primary DNS 39, 41 Primary Language 40, 41 Primary UI Style 41 Publications, related 12

Quick Install Wizard, running 39

Requirements

CallPilot Manager 34

communications parameters 36

computer 34

terminal 35 Restore, CallPilot information 55 Router, next-hop 40, 41 RS-232 terminal 63

Cannot communicate 63

Secondary DNS 39, 41 Serial cable 35 Serial port

location 19

pinout 36 Skillsets, maximum 17

P0990474 03

Index 93

Software

upgrading 59 Storage (hours) 17 Subnet Mask 39, 41 Switches

Meridian 1 18

Norstar 18 Symbols 16 System administrator password, resetting 49 System parts, listed 18

TCM ports

location 19

pinouts 24 Temperature requirements 21 Terminal

requirements 35

using to change IP address 36 Text conventions 11 To Extension 40, 42 To Line 42 Troubl eshooting 66

CallPilot does not reboot 67

Feature Codes 66

LEDs 68

power-on diagnostics fail 65

RS-232 63

Terminal 63

XF T est 66

UI style 41 Upgrading

message storage 60

software 59 User interface style 41

Voicemail DN 40

Wall mount bracket 23 Wall mounting CallPilot 23 Warning symbol 16 Web browser, requi rements 29, 34

CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

94 Index

P0990474 03

Nortel Networks P0990474 03 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Preface

Before you begin

Text conventions

About the buttons on your telephone

Related publications

How to Get Help

USA and Canada

Authorized Distributors - ITAS Technical Support

Presales Support (CSAN)

EMEA (Europe, Middle East, Africa)

Technical Support - CTAS

CALA (Caribbean & Latin America)

Technical Support - CTAS

APAC (Asia Pacific)

Technical Support - CTAS

How to use this guide

How the instructions are presented

Warning and caution symbols

About CallPilot Mini/CallPilot 150

CallPilot Mini offers

CallPilot 150 offers

Features of CallPilot

Compatibility

Meridian 1 systems compatible with CallPilot Mini

Norstar systems compatible with CallPilot 150

Hardware overview

Data connectors

PCMCIA slots

Dimensions

Voice message storage

Power

Environment

Electrical service

Opening the kit

Managing the CallPilot system

Running without a LAN

Using a LAN

DNS server

Wall mounting the CallPilot Mini/CallPilot 150

Connecting the CallPilot Mini/CallPilot 150

CallPilot Mini/CallPilot 150 LEDs

About CallPilot Manager

Configuring the Meridian 1 PBX to work with CallPilot Mini

Creating an ACD Queue

Assigning ACD Agents

Enabling the Call Forward on Busy message

Scheduled Block (SCB)

Initializing CallPilot Mini/CallPilot 150 using CallPilot Manager

Computer requirements for CallPilot Manager

Computer requirements

Browser requirements

Connecting to the CallPilot Mini/CallPilot 150

Changing the IP address using a serial cable

Changing the IP address using an Ethernet crossover cable

Running the Quick Install Wizard

Initializing CallPilot 150 using a telephone

Determining CallPilot 150 Feature Codes

Configuring the CallPilot 150 initial parameters

Changing the languages available

Resetting passwords

Resetting the system administrator password

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

Resetting the password using a telephone (CallPilot 150 only)

Resetting the password using CallPilot Manager

Resetting the password using a telephone

Resetting the Mailbox passwords

Resetting the password using CallPilot Manager

Resetting the password using a telephone (CallPilot 150 only)

Resetting the Call Center Administrator password (CallPilot 150 only)

Resetting the Modem access passwo rd

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

Installing the CallPilot Backup and Restore Utility

Backing up the CallPilot information

Restoring the CallPilot information

Retrieving the CallPilot log files

Upgrading the CallPilot software version