Nortel Networks Answering Machine 150 Users Manual CallPilot Telephone Administration Guide
PDF Call Pilot 150 Telephone Admin T E X T F I L E S
Call Pilot 150 Telephone Admin Call Pilot 150 Telephone Admin
150 to the manual bf60b463-34ce-4394-8d40-b690dab82364
2015-01-26
: Nortel-Networks Nortel-Networks-Answering-Machine-150-Users-Manual-346053 nortel-networks-answering-machine-150-users-manual-346053 nortel-networks pdf
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Return to Menu Part No. P0919416 03 CallPilot 150 Telephone Administration Guide 2 CallPilot 150 Telephone Administration Guide Copyright © 2002 Nortel Networks All rights reserved. 2002. The information in this document is subject to change without notice. The statements, configurations, technical data, and 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. The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document. Trademarks NORTEL NETWORKS is a trademark of Nortel Networks. All other trademarks and registered trademarks are the property of their respective owners. P0919416 03 Contents 3 Contents Chapter 1 Getting started with CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 CallPilot features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 CallPilot options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Message Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Chapter 2 Using CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Who can use CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Using CallPilot with a two line display telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Chapter 3 CallPilot mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 About installing mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 System Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Subscriber mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Guest mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Information mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Mailbox Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Class of Service values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Mailbox properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Restricting outdialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Initializing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 CallPilot 150 Telephone Administration Guide 4 Contents Chapter 4 Working with mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Adding a Subscriber mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Adding a Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Adding an Information mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Adding many mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 About mailbox passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Changing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Deleting a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 About Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 About Sending Group List messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 About Group List Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Adding a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Changing a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Deleting a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Chapter 5 Setting up the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 About the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Greeting Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 About Company Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Recording a Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Setting up a Greeting Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Configuring line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Changing line configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 To change or view how a line is answered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Assigning the number of rings before CallPilot answers . . . . . . . . . . . . . . . . . . . . . . . 51 Setting up Touchtone Gate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 About the CLID Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Chapter 6 Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 About Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Planning and designing a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Components of a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 The Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Information Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Sub-menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Mailbox nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Transfer nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Destination types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 An example of a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 P0919416 03 Contents 5 Chapter 7 Working with CCR Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Building a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Creating a Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Adding nodes to the Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Adding a Menu node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Adding an Information node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Adding a Mailbox node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Adding a Transfer node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 About transfers to external numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Adding special characters to an external transfer number . . . . . . . . . . . . . . . . . . . . . . 75 Assigning a CCR Tree to a Greeting Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Testing a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Disabling a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Deleting a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Changing a CCR Tree message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Changing a Mailbox node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Changing a destination type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Changing a Transfer node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Deleting a Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Chapter 8 Broadcast and Information messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Information mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 About recording an Information mailbox message . . . . . . . . . . . . . . . . . . . . . . . . 87 Recording an Information mailbox message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Chapter 9 CallPilot operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 About resetting CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Initializing CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Resetting the System Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Operator settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Setting the Operator status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Changing the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Changing the Operator default extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Setting the Business Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Changing greetings or the Business Status from a remote telephone . . . . . . . . . 95 Setting up line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Setting the Automated Attendant status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 CallPilot 150 Telephone Administration Guide 6 Contents CallPilot default system options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Language availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Group List leading digit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Outdialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Enabling a software authorization code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 External Mailbox Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Chapter 10 Dialing Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 About Dialing Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 How the Dialing Translation Table works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Examples of Dialing Translation Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Setting Dialing Translation properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Building a Dialing Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Reviewing entries in the Dialing Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Changing a Dialing Translation Table entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Deleting a Dialing Translation Table entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Chapter 11 Troubleshooting CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 CallPilot error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Chapter 12 CallPilot configuration tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Delayed answering by the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Ringing lines and answer buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Ringing Answer button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Using Call Forward All Calls (CFAC) and Call Forward No Answer (CFNA) . . . . . . . 122 How to set up CallPilot for different businesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 CallPilot for a small business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 CallPilot for a medium business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 Feature Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Chapter 13 Default configuration values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 P0919416 03 7 Chapter 1 Getting started with CallPilot About CallPilot CallPilot is a versatile business communications tool that you can use to: • • • answer incoming calls offer callers a selection of options to route their calls or access information provide advanced voicemail, Automated Attendant and call handling capabilities This guide leads a System Administrator through setting up and operating CallPilot on a CallPilot 150 system. You can program CallPilot using any two-line display telephone on your Norstar system. You can also use the web-based CallPilot Manager to set up and operate CallPilot. CallPilot features CallPilot includes: Voicemail Records messages and stores them in a mailbox for easy retrieval. Business telephones on your system can have their own mailbox and greeting. Information can be distributed quickly to departments and workgroups. Automated Attendant Answers your business calls promptly, 24 hours a day, with a Company Greeting. Callers can direct their own calls by using the Company Directory. Custom Call Routing (CCR) Enhances the Automated Attendant menu with customized menus and information messages. With CCR you can determine the menu options and record the voice prompts that guide callers along call paths. CallPilot 150 Telephone Administration Guide 8 Chapter 1 Getting started with CallPilot CallPilot options CallPilot has two options to enhance your office communications. You need a software authorization code to enable a CallPilot option. Contact your vendor if you want to trial or purchase a software authorization code. CallPilot options are: Message Networking Message Networking links the CallPilot system with other voicemail systems and allows the exchange of voice messages between users at different sites. CallPilot supports Digital networking and Audio Messaging Interchange Specification (AMIS) networking. For information about Message Networking refer to the CallPilot Message Networking Set Up and Operation Guide. Call Center CallPilot is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements or informative messages. For information about Call Center refer to the Nortel Networks Call Center Set Up and Operation Guide. For CallPilot 150, you have the option of choosing either CallPilot or Call Center as your primary application. Desktop Messaging With Desktop Messaging subscribers can access their CallPilot mailbox from their personal computer. Subscribers can manage all of their voice messages from one graphical interface. P0919416 03 Chapter 1 Getting started with CallPilot 9 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#. 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 1341 Fax: 33 49296 1598 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 Fax: +61 388664644 email: asia_support@nortelnetworks.com CallPilot 150 Telephone Administration Guide 10 Chapter 1 Getting started with CallPilot P0919416 03 11 Chapter 2 Using CallPilot Who can use CallPilot CallPilot can be used by outside callers and mailbox owners (subscribers) in your company. Subscribers at your office can use CallPilot from any display telephone that is connected to your telephone system. Subscribers outside your office can use CallPilot from any tone dial telephone. Incoming calls from a rotary dial telephone are transferred to your company receptionist or designated operator. If an operator is not available, the call transfers to the General Delivery Mailbox. System timeout If you pause longer than 2 minutes when you program CallPilot, the system times out and ends the session. This is a safety feature that prevents unauthorized use of the system. For example, if the system times out before you enter all the settings for a mailbox, you must use the procedures in “Changing a mailbox” on page 32 to finish setting up the mailbox. Using CallPilot with a two line display telephone You cannot use a single line display telephone to set up and administer CallPilot. You must use a two line display telephone. Two line display phones show CallPilot commands and options. A two line display can show up to three display options at once. In some instances, an option does not have a corresponding display button, and you must select the option by pressing buttons on the diapad. While you program CallPilot, at any time, you can press • to go back to the previous selections. An example of a two line display Display command line Display button options Pswd: OTHR RETRY OK Display buttons CallPilot 150 Telephone Administration Guide 12 Chapter 2 Using CallPilot Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. press the dialpad button that represents the letter or number. Press the button again to see the next letter or number. To enter a character To accept a character To delete a character press £ or press another button. When you press another button, the cursor advances and the display shows the first character on the new button. press the BKSP display button. Numbers and letters on the dialpad. ⁄ ¤ 1 ’ - ABC2abc ‹ DEF3def › GHI4ghi fi J KL5jkl fl MNO6mno ‡ PQRS7pqrs ° TUV8tuv · WXYZ9wxyz • Quit ‚ Q Z Zero q z £ Accepts the displayed letter and, (comma) The display can show up to 16 characters. Whether the prompt remains on the display depends on the type of prompt that is displayed. Pswd:1111 OTHR RETRY OK Name: RETRY BKSP OK P RETRY BKSP OK When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name Partridge, you press the pad ‡ for P, and the display drops the Name: prompt. PARTRIDGE RETRY BKSP OK Although the name is only nine characters long, the command line prompt is not shown on the display after you enter the entire name. This is an example of a display with fewer than 16 characters, where the command line prompt remains on the display. This display shows the Name: command line prompt. The prompt disappears for these command line prompts: • • • Name: Log: Dest ph: P0919416 03 Chapter 2 Using CallPilot 13 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. Convention Example Word is in a special font (in the top Pswd: line of the display) Used for Command line prompts on display telephones. Underlined word in capital letters (on the bottom line of a two line display telephone) PLAY Display option. Available on two line display telephones. Press the button directly below the option on the display to proceed. Dialpad buttons £ Buttons you press on the dialpad to select a particular option. About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. Button name T7100, T7208, T7316 M7100, M7208, M7310, M7324 M7100N, M7208N, M7310N, M7324N Feature ≤ ƒ Ä Handsfree Bottom right-hand button © © Hold ≥ú ˙ ú Volume Control √ √ à Release ® ® ¨ You can enter ≤, ƒ or Ä 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 require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press the ú button on the T7100 terminal. On T7100 terminals, you can answer a second call by pressing ú . Your active call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time. CallPilot 150 Telephone Administration Guide 14 Chapter 2 Using CallPilot P0919416 03 15 Chapter 3 CallPilot mailboxes About installing mailboxes You install mailboxes by enabling a software authorization code. The software authorization code enables the number of mailboxes that you can add to CallPilot. On CallPilot 150 you can have a maximum of 200 subscriber mailboxes. Refer to “Enabling a software authorization code” on page 103 for information on how to enable software authorization codes. System Administrator Mailbox The System Administrator Mailbox: • • • is reserved for the System Administrator is created automatically when the system is initialized for the first time is where you send Broadcast Messages from Only the System Administrator can access the System Administrator Mailbox. Remember to check this mailbox for messages. Warning: Change the System Administrator password as soon as possible to minimize the risk of unauthorized activity. Default System Administrator Mailbox number and password combinations For a mailbox number length of... the default System and the default Administrator System Administrator Mailbox number is... Mailbox password is... so the combined mailbox number and password is... 2 12 0000 120000 3 102 0000 1020000 4 1002 0000 10020000 5 10002 0000 100020000 6 100002 0000 1000020000 7 1000002 0000 10000020000 The default Class of Service for the System Administrator Mailbox is 7. You can change the Class of Service any time. For information on changing the Class of Service, refer to “Changing a mailbox” on page 32. CallPilot 150 Telephone Administration Guide 16 Chapter 3 CallPilot mailboxes General Delivery Mailbox The General Delivery Mailbox is your company mailbox. It is created automatically when the system is initialized for the first time. The General Delivery Mailbox stores messages from callers when the Operator is not available, from callers who use a rotary dial telephone, and when a mailbox is full. Usually the receptionist or designated Operator checks for messages in the General Delivery Mailbox. Warning: Change the General Delivery Mailbox password as soon as possible to minimize the risk of unauthorized activity. Default General Delivery Mailbox number and password combinations For a mailbox number length of... the default System and the default Administrator System Administrator Mailbox number is... Mailbox password is... so the combined mailbox number and password is... 2 10 0000 100000 3 100 0000 1000000 4 1000 0000 10000000 5 10000 0000 100000000 6 100000 0000 1000000000 7 1000000 0000 10000000000 The default Class of Service for the General Delivery Mailbox is 1. You can change the Class of Service any time. For information on changing the Class of Service, refer to “Changing a mailbox” on page 32. The General Delivery Mailbox can receive messages before it is initialized, but you must initialize it before you can retrieve messages from it. For information about initializing mailboxes, refer to “Initializing a mailbox” on page 24. Subscriber mailboxes Create a Subscriber mailbox for each person in your organization who needs to be able to receive messages. A Subscriber mailbox must be initialized by the mailbox owner before it can receive voice messages. Until a mailbox is initialized, it cannot receive voice messages, it does not appear in the Company Directory, and any calls that are directed to it are rerouted to the General Delivery Mailbox. Tell subscribers to change their mailbox password as soon as they initialize their mailbox. P0919416 03 Chapter 3 CallPilot mailboxes 17 Guest mailboxes Create Guest mailboxes for people who do not have an operating extension but require a mailbox. A Guest mailbox must be initialized by the mailbox owner before it can receive messages. When you create Guest mailboxes, assign mailbox numbers that begin with the same digit. This identifies the mailbox type. Create Guest mailbox numbers that begin with a digit that is different than the Subscriber mailbox numbers. For example, if Subscriber mailbox numbers start with two, Guest mailboxes can start with the number four. When to use Guest mailboxes Guest mailboxes can provide a temporary employee with CallPilot services, give clients access to internal messaging and call routing, and let customers leave telephone orders. You can use Guest mailboxes to: • • • take personal catalog shopping orders list classes or seminars and let callers register by telephone give frequent customers access to CallPilot services Using a Guest mailbox for telephone registration This example shows how to set up a Guest mailbox with announcement and order-taking capabilities. When you provide services that let a customer call into a mailbox, include the mailbox number in the greeting. This lets a caller transfer directly to the mailbox. To use a Guest mailbox to provide telephone registration, you must first determine a mailbox number. Make sure that the Guest mailbox number is unique and is not assigned to any display telephone extension. Next, record the mailbox greeting. For example: “This month we are pleased to provide the following courses: Jazz Dancing Made Easy, Intermediate Jazz Dancing, Warming Up for that Big Performance, and Beginner Ballet. If you are interested in any of these courses, please leave your name and telephone number after the tone. One of our instructors will contact you with more information.” You can include the time and date the classes are being offered. This example is applicable to Guest mailboxes that are used for taking orders. After you record the announcement, record a Company Greeting that tells callers about the mailbox is available. For example: “Good Morning. This is On Your Toes Dance School. To reach the dance studio, press ›fl. To register for our fall classes, press ¤°. To reach our receptionist, press ‚.” Note: The number 46 in this example is an operating telephone extension and the number 28 is the Guest mailbox. CallPilot 150 Telephone Administration Guide 18 Chapter 3 CallPilot mailboxes Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the extensions. If you must use the same leading digit, ensure the Guest mailbox numbers are “out-of-range” extension numbers. To test if an extension is out-of-range, dial it from another extension. If the number is out-of-range, the display shows Invalid number. If the number is not out-of-range but does not have a set plugged into the corresponding port, the display shows Not in service. You must assign a Class of Service to the Guest mailbox. When you assign a Class of Service to a Guest mailbox used as an order mailbox, choose a Class of Service that has the maximum mailbox greeting and message time available. Refer to “Mailbox Class of Service” on page 19. Information mailboxes Information mailboxes play an informative message to callers who access it. An Information mailbox must be initialized before it can play an information message. Callers cannot leave messages in Information mailboxes. Information mailboxes do not have operating extensions. For more information about Information messages refer to “Information mailbox messages” on page 87. Information mailboxes are maintained by the System Administrator or a mailbox owner. You can use Information mailboxes to: • • • announce sales provide product lists announce special events A caller is disconnected automatically after listening to an Information mailbox. Information mailbox Greetings can be recorded by you or by the person assigned the Information mailbox. To let callers know about your company’s Information mailboxes: • Advertise the Automated Attendant main number, and record a Company Greeting that mentions the Information mailbox services. • Provide a list of your company’s Information mailboxes in brochures and telephone directory advertising. • Mention the Information mailboxes in the Company Greeting if your company has a small number of Information mailboxes, such as three or four. Use Custom Call Routing (CCR) if you have a large number of Information mailboxes. • Assign the Operator as the transfer point for all Information mailbox inquiries. Record a statement in the Company Greeting that tells callers to press zero to reach company information. For example, “Good Afternoon. This is On Your Toes Dance Studio. To reach our studio, press ›fl. To listen to one of our special announcements, press ‚ to reach the Operator.” When a caller presses zero, have the Operator provide a list of the Information mailboxes and transfer the caller accordingly. P0919416 03 Chapter 3 CallPilot mailboxes 19 Mailbox Class of Service Class of Service (COS) values reduce the amount of programming you do when you add a mailbox. Instead of entering values for several features, you can select the COS appropriate for a mailbox. You enter the COS when you add the mailbox and the system uses the associated values. The COS tables, shown in “Class of Service values” on page 20 have preset values. If you use the web-based CallPilot Manager you can change individual COS values to meet the needs of your company. For more information about using CallPilot Manager to edit Classes of Service, refer to the CallPilot Manager Set Up and Operation Guide. Class of Service features Prompt language If you select bilingual operation, Classes of Service 1, 3, 5, 7, 9, 11, 13, 15 use the Primary Language, and Classes of Service 2, 4, 6, 8, 10, 12, 14, 16 use the Alternate Language. Mailbox message time The total message time available to a mailbox. The maximum message time is 180 minutes. Mailboxes have a Never Full feature that lets a caller leave a message in a “full” mailbox. The message is stored in the mailbox, but cannot be played, copied or saved until a saved message is deleted. Message length The maximum length of an incoming message. Message length is from 1 to 30 minutes. Message retention period The number of days messages are saved in a mailbox. Message retention period is from one to 365 days or 0 = indefinitely. Greeting length The maximum length of a mailbox greeting. Greeting length is from 1 to 30 minutes. Off-premise Message Redirects messages to another extension, telephone number or pager. Dialing restrictions that apply to outdial lines apply to Off-premise Message Notification. Notification Retry intervals For Off-premise Message Notification, the minutes between attempts to notify the recipient of a new or urgent message. The retry interval is from 1 to 120 minutes. Number of attempts For Off-premise Message Notification, the number of attempts the system makes to notify the recipient of a new or urgent message. The number of attempts is from 1 to 20. Outbound Transfer Lets a caller who reaches a mailbox transfer to an external telephone number or an extension. Incorrect password attempts The maximum number of incorrect password attempts before a mailbox owner is locked out of their mailbox. The incorrect password attempts are from 4 to 20. Password Expiry The maximum length of time a mailbox password is active. The password expiry is from 1 to 365 days or 0 = never expire. Networking If the Message Networking option is installed, lets callers send messages to mailboxes at various sites on a communication network. Target Attendant Lets subscribers set up a Personal Target Attendant. Otherwise, callers are directed to the Target Attendant specified in the Greeting Table. Call Record User Interface Lets subscribers use the Call Record feature. With Call Record (≤·°·) a subscriber can record an active telephone call. The recorded message is placed in the subscriber’s mailbox. The user interface used for the mailbox. There are two mailbox UI choices: Norstar Voice Mail (NVM) and CallPilot (CP). CallPilot 150 Telephone Administration Guide 20 Chapter 3 CallPilot mailboxes Class of Service values Class of Service 1 2 3 4 5 6 7 8 Prompt language P A P A P A P A Mailbox message time (in minutes) 15 15 15 15 5 5 20 20 Message length (in minutes) 3 3 7 7 3 3 2 2 Message retention period (in days) 30 30 0 0 7 7 15 15 Greeting length (in minutes) 1 1 1 1 1 1 10 10 Off-premise Message Notification Y Y Y Y N N Y Y Retry intervals (in minutes) 5 5 10 10 15 15 30 30 Number of attempts 3 3 5 5 7 7 9 9 Outbound Transfer Y Y Y Y N N Y Y Incorrect pswd attempts 9 9 9 9 6 6 4 4 Password expiry (in days) 90 90 90 90 60 60 30 30 Networking* Y Y Y Y N N Y Y Target Attendant Y Y Y Y N N Y Y Call Record N N N N N N N N Mailbox UI The interface selected from the Installation Wizard as the primary interface. Class of Service 9 10 11 12 13 14 15 16 Prompt language P A P A P A P A Mailbox message time (in minutes) 10 10 30 30 120 120 120 120 Message length (in minutes) 3 3 7 7 10 10 2 2 Message retention period (in days) 365 365 60 60 90 90 45 45 Greeting length (in minutes) 1 1 2 2 3 3 5 5 Off-premise Message Notification Y Y N N Y Y Y Y Retry intervals (in minutes) 5 5 10 10 15 15 30 30 Number of attempts 3 3 5 5 7 7 9 9 Outbound Transfer Y Y N N Y Y Y Y Incorrect pswd attempts 9 9 9 9 6 6 4 4 Password expiry (in days) 90 90 90 90 60 60 30 30 Networking* Y Y N N Y Y Y Y Target Attendant Y Y N N Y Y Y Y Call Record N N N N N N N N Mailbox UI The interface selected from the Installation Wizard as the primary interface. * If the Message Networking option is installed. 0 = indefinite; never expire, P = Primary Language, A = Alternate Language P0919416 03 Chapter 3 CallPilot mailboxes 21 Mailbox properties Apart from mailbox Class of Service settings, you can change these mailbox properties: • • • • • • Company Directory Message Waiting Notification Outdial route Alternate extensions Express Messaging Line Call Screening Mailbox properties are not included in a Class of Service. When you add a mailbox, you can change these options without changing the Class of Service. Company Directory The Company Directory is an internal list that contains the names of mailbox owners with initialized mailboxes who are assigned to the directory. When you add a mailbox, you determine whether the mailbox appears in the Company Directory. Even if you do not include a mailbox in the Company Directory the mailbox owner must still record their name when they initialize their mailbox. Message Waiting Notification Message Waiting Notification gives subscribers a visual indication on their telephone display that they have new messages. Message Waiting Notification displays Message for you on a subscriber’s display telephone when they have a message. Message Waiting Notification is enabled by default. When you create Guest Mailboxes, do not enable Message Waiting Notification. Guest Mailboxes do not have an operating extension. Outdial route The Outdial route determines which line or line pool the system uses when a subscriber uses: • • • the Reply feature to reply to a message left by an external caller Off-premise Message Notification Outbound Transfer The default for Outdial route is None. The values available are None, Line, Pool or Route. Until you assign a line or line pool as the Outdial route for a mailbox, the mailbox owner can use the Reply feature to reply to calls from internal extensions only, Off-premise Message Notification for internal extensions only and Outbound Transfer for internal extensions only. When you assign an Outdial route, the dialing is done by the extension the system is connected to, not by the display telephone. CallPilot 150 Telephone Administration Guide 22 Chapter 3 CallPilot mailboxes You can apply dialing restrictions to display telephones and the extensions connected to the system. For more information on restricting outdialing refer to “Restricting outdialing” on page 23. If you set the Outdial route to anything but None, there is a potential for unauthorized long-distance dialing. You can prevent this by creating outdialing restrictions. Alternate extensions You can assign up to two alternate extensions to each Subscriber Mailbox. If a caller dials the main extension (the mailbox that has alternate extensions assigned), the call rings at the main extension only. Note: The exception to this is if alternate extensions are assigned an Answer DN for the main extension. Answer DNs are assigned to extensions in system programming. For more information refer to your system documentation. Only extensions that do not have a mailbox assigned can be used as an alternate extension. There are no default alternate extensions for Subscriber mailboxes. Alternate extensions receive the same Message Waiting Indication and Caller Display information as the primary extension. Subscribers can use the Open Mailbox feature (≤·°⁄) from alternate extensions to access messages from their primary extension. Subscribers can use the Interrupt feature (≤·°‡) on an alternate extension the same way the same way they use ≤·°‡ on a primary extension. Express Messaging Line When you create a Subscriber mailbox, you can assign an Express Messaging Line to it. Instead of assigning an extension number to the Subscriber mailbox, assign an Express Messaging Line. If you assign an Express Messaging Line, voice calls are left in the Subscriber Mailbox without ringing at the set. Inform the subscriber that they should frequently check their mailbox for messages because they do not receive Message Waiting Notification. The line used for Express Messaging must be between 1 and 500. Give the corresponding seven digit phone number associated with the line you assign as the Express Messaging Line to the subscriber. For example, if line 20 is the Express Messaging Line and the corresponding phone number is 555-2424, give this phone number to the subscriber. After you assign a line to a mailbox, you cannot use the line for another function until you remove it from the mailbox. The prime set for the Express Messaging Line must be set to the voicemail DN. For more information refer to your system documentation. The Express Messaging default is none. P0919416 03 Chapter 3 CallPilot mailboxes 23 Call Screening Call Screening lets subscribers determine who is calling before they accept a call. Call Screening is useful if there is no Caller ID available. The system records the caller’s name, calls the subscriber’s telephone, announces the name of the caller and offers options such as accepting the call or taking a message. Call Screening applies to external calls dialed by callers using the extension dialing facilities of the Automated Attendant or Custom Call Routing (CCR). Call Screening does not apply to internal calls, or external calls routed using a CCR Transfer node or placed to a mailbox owner’s dedicated line. If a caller is calling from a line for which the mailbox owner has recorded a Personal Mailbox Greeting, Call Screening is bypassed and the call transfers without delay. If Call Screening is enabled, CallPilot calls a mailbox owner’s telephone that is call forwarded. The default for Call Screening is No, which means that unless subscribers have Calling Line Identification (CLID) they cannot determine who is calling before they answer the call. Restricting outdialing You can apply dialing restrictions to Nortel Networks Business Series Terminals and the extensions connected to CallPilot 150. To restrict outdialing Do one of the following: • In system programming, assign dialing restrictions to the extension numbers that CallPilot is connected to. This restricts all outdialing calls including external transfers from CCR trees, Off-premise Message Notification and Outbound Transfers. Outdialing is done by the extension that CallPilot is connected to. For more information refer to your system documentation. • In system programming, assign dialing restrictions to the extension of the subscriber. For additional information, refer to your system documentation. • In system programming, assign dialing restrictions to the lines used for outdialing. For additional information, refer to your system documentation. CallPilot 150 Telephone Administration Guide 24 Chapter 3 CallPilot mailboxes Initializing a mailbox Initializing a mailbox prepares the mailbox to receive messages. A mailbox cannot receive and store messages and does not appear in the Company Directory until it is initialized. Initializing a mailbox involves: • • • choosing a password from four to eight digits long that does not start with zero changing the default password to the new password recording the mailbox owner’s name in the Company Directory To initialize a mailbox Must change pswd Pswd: RETRY OK Again: RETRY OK Record name: RETRY OK Accept name: RETRY PLAY OK P0919416 03 1 Press ≤·°⁄. 2 Log on by following the voice prompts. 3 This display appears briefly to indicate that you must change your password. 4 Enter a new password from four to eight digits long that does not start with zero. Press OK or £. 5 Reenter your new mailbox password and press OK or £. 6 At the tone, record your name in the Company Directory. Include your mailbox number in the recording, For example, “Pat Smith, mailbox 5813.” Press OK or £ to end the recording. 7 Press OK or £ to accept the recording or press PLAY or ⁄ to listen to the recording or press RETRY or ¤ to re-record your name. 8 Press ® to end the session. 25 Chapter 4 Working with mailboxes Adding a Subscriber mailbox Assign all Subscriber mailboxes mailbox numbers that begin with the same digit. This helps you to identify the mailbox type. If the system times out before you enter all the values for a mailbox, use the procedures in “Changing a mailbox” on page 32 to finish setting up the mailbox. To add a Subscriber mailbox Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press MBOX. OK OTHR Mailbox Admin 3 DEL CHNG ADD 4 Mbox: RETRY QUIT Type:subscriber 5 NEXT OK Ext: RETRY OK Service class: RETRY OK Name: RETRY OK BKSP Press ADD. Enter the mailbox number. Press OK. 6 Enter the extension number. 7 Enter a Class of Service from 1 to 16. 8 Enter the mailbox owner’s last name, press ££, enter the mailbox owner’s first name or initial, and then press OK. The name can be a maximum of 16 characters. For information on entering names using the telephone dialpad, refer to “Using the dialpad” on page 12. Directory? YES NO 9 Msg waiting? YES NO 10 Press YES if you want the Subscriber to have Message Waiting Notification. Press YES if you want the Subscriber’s name to be included in the Company Directory. Outdial:11 Press NEXT if you do not want to assign outdialing and go to step 15 CHNG NEXT or press CHNG. CallPilot 150 Telephone Administration Guide 26 Chapter 4 Working with mailboxes Outdial: 12 Press NEXT if you want to use a line CHNG NEXT or press CHNG if you want to use a line within a line pool. xxxx: RETRY OK Accept: x RETRY OK 13 Enter the Line or Pool number and press OK. Line numbers must be between 1 and 500. Although line pools are labelled by a letter such as A, B or C, CallPilot accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on. 14 Press OK. Alt1 ext:(none) 15 Press CHNG if you want to assign an Alternate extension CHNG NEXT or press NEXT if you do not want to assign an Alternate extension and go to step 21. Alt1 ext: RETRY Alt1 ext: xx CHNG OK NEXT 16 Enter the Alternate extension and press OK. 17 Press NEXT. Alt2 ext: (none) 18 Press CHNG if you want to assign another Alternate extension CHNG NEXT or press NEXT and go to step 21. This display does not appear unless you assigned an Alternate extension. Alt2 ext: RETRY Alt2 ext:xx CHNG OK NEXT 19 Enter the second Alternate extension and press OK. 20 Press NEXT. Msg line: (none) 21 Press CHNG to assign an Express Messaging Line CHNG NEXT or press NEXT and go to step 24. Msg line: RETRY OK Msg line: xx CHNG NEXT Xfers:blind CHNG NEXT 22 Enter an Express Messaging Line number between 1 and 500 and press OK. 23 Press NEXT. 24 Press NEXT or press CHNG if you want to enable Call Screening. Mailbox Admin 25 Press ® to end the session. ADD DEL CHNG P0919416 03 Chapter 4 Working with mailboxes 27 Adding a Guest mailbox Assign all Guest mailboxes mailbox numbers that begin with the same digit. This helps you to identify the mailbox type. To add a Guest mailbox Log: QUIT Admin MBOX RETRY AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press MBOX. Mailbox Admin 3 ADD DEL CHNG Mbox: RETRY QUIT 4 Type:subscriber 5 NEXT OK Ext: RETRY OK Service class: RETRY OK Name: RETRY OK BKSP Press ADD. Enter the Guest Mailbox number. Press OK. 6 Press OK or £. 7 Enter a Class of Service from 1 to 16. 8 Enter the mailbox owner’s last name, press ££, enter the mailbox owner’s first name or initial, and then press OK. For information on entering names using the telephone dialpad, refer to “Using the dialpad” on page 12. Directory? YES NO 9 Msg waiting? YES NO 10 Press NO. Press YES if you want to include the mailbox owner’s name in the Company Directory. Outdial: 11 Press •. CHNG NEXT Mailbox Admin 12 To add another Guest Mailbox, repeat steps 3 through 11 ADD DEL CHNG or press ® to end the session. CallPilot 150 Telephone Administration Guide 28 Chapter 4 Working with mailboxes Adding an Information mailbox Assign all Information mailboxes mailbox numbers that begin with the same digit. This helps you identify the mailbox type. Assign a Class of Service that has the maximum message length. To accommodate an average Information Mailbox recorded message, assign a Class of Service of either 7 or 8. These Classes of Service have a greeting length of 10 minutes. To add an Information mailbox Log: QUIT Admin MBOX RETRY AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press MBOX. Mailbox Admin 3 ADD DEL CHNG Mbox: RETRY QUIT 4 Press ADD. Enter the Information Mailbox number. Type: subscriber 5 NEXT OK Press NEXT. Type:information 6 NEXT OK Press OK. Service class: RETRY OK Name: NEXT OK BKSP Directory? YES NO 7 Enter a Class of Service from 1 to 16. 8 Enter the mailbox name and press OK. For information on entering names using the telephone dialpad, refer to “Using the dialpad” on page 12. 9 Press YES if you want to include the mailbox name in the Company Directory. Mailbox Admin 10 Repeat steps 4 through 10 to add another Information Mailbox ADD DEL CHNG or press ® to end the session. P0919416 03 Chapter 4 Working with mailboxes 29 Adding many mailboxes You can save time by creating multiple mailboxes when you set up CallPilot 150 for the first time, or when you need to add a large number of mailboxes to the CallPilot system. Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you define. You must use extensions that are not already assigned to mailboxes. You can add mailboxes only for the amount of working telephone numbers that have specific extensions on your system. To make the most effective use of adding multiple mailboxes, identify people who need a non-standard Subscriber mailbox. Create these mailboxes individually. Use Add Many Mailboxes to add the remaining mailboxes. The mailboxes you create using Add Many Mailboxes have these characteristics: • • • • • • • the mailbox number is the same as the extension number Class of Service is the same for all mailboxes the Call Screening setting is the same for all mailboxes the mailbox name is taken from the extension names assigned on your system. If extension names are not programmed, the mailbox number is used the Message Waiting Notification property is the same for all mailboxes the Outdial route is the same for all mailboxes the Display in Directory property is the same for all mailboxes The mailboxes created are uninitialized and ready for initialization by mailbox owners. A mailbox is not created if: • • • a mailbox with the same number already exists the extension is used by another mailbox the extension is a CallPilot voice port To add multiple mailboxes Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press flfl. This option does not appear as a display button option. 3 This display appears briefly. 4 Enter the extension number to start creating mailboxes from. 5 Enter the extension number to stop creating mailboxes at. OK OTHR Create mboxes From ext: RETRY QUIT To ext: RETRY QUIT CallPilot 150 Telephone Administration Guide 30 Chapter 4 Working with mailboxes Service class: RETRY OK 6 Enter a Class of Service from 1 to 16. Outdial: 7 CHNG NEXT Press NEXT if you do not want to assign outdialing and go to step 11 or press CHNG. Outdial: 8 CHNG NEXT Press NEXT if you want to use a line or press CHNG if you want to use a line within a line pool. xxxx: RETRY OK Accept: x RETRY OK Xfers:blind CHNG NEXT Proceed? YES QUIT Enter the Line or Pool number and press OK. Line numbers must be between 1 and 500. Although line pools are labelled by a letter such as A, B or C, CallPilot accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on. 10 Press OK. 11 Press NEXT or press CHNG to enable Call Screening for the mailboxes. 12 Press YES. 13 The display shows the numbers of the mailboxes that are being created. Checking xx Created x mbox OK P0919416 03 9 14 Press OK to end the session. Chapter 4 Working with mailboxes 31 About mailbox passwords Each mailbox is protected by a password established by the mailbox owner. When you add a mailbox to CallPilot Manager, the password 0000 is assigned. This is the default password. To use a mailbox, a mailbox owner must change the default password. The new password must be four to eight digits in length and cannot start with a zero. If a mailbox owner cannot remember the password, you can reset the password to the default password 0000. Refer to “To change a mailbox” on page 32. Warning: Change the System Administrator password frequently to minimize the risk of unauthorized activity. Incorrect password lock-out In its Class of Service each mailbox is assigned a maximum number of incorrect password attempts. CallPilot records the number of incorrect attempts from the last time the mailbox was accessed successfully. If the number is exceeded, the mailbox owner is “locked-out”. The mailbox cannot be opened until the password is reset. Refer to “To change a mailbox” on page 32. Password expiry In its Class of Service each mailbox is assigned the maximum number of days a password remains active. If the maximum number of days is exceeded, the mailbox password expires. The mailbox owner can open the mailbox, but cannot access messages or perform other mailbox functions until they change the password. Unless the telephone has a two-line display, this announcement plays when the mailbox is opened after the password expires: “Your current password has expired. You must change your password. Please enter your new password and press £.” After the new password is entered the mailbox returns to normal operation. Warning: Set the Class of Service for password expiry to a low value so that mailbox owners must changed their password frequently. A mailbox with a Class of Service with a high or indefinite password expiry interval setting is vulnerable to unauthorized access. CallPilot 150 Telephone Administration Guide 32 Chapter 4 Working with mailboxes Changing a mailbox After you add a mailbox, you can change the mailbox: • password • extension • Class of Service • display name • appearance in the Company Directory • Message Waiting Notification • outdial route • Alternate extension • Express Messaging Line • Call Screening Note: Reset a password only if the mailbox owner forgets it or is “locked-out”. The password for a reset mailbox is 0000. Mailbox owners cannot access their messages until they change the default password. After you reset a mailbox password, tell the mailbox owner to change the default password as soon as possible. While the mailbox has the default password, the mailbox is vulnerable to unauthorized access. To change a mailbox 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press MBOX. Mailbox Admin 3 ADD DEL CHNG Press CHNG. Log: QUIT RETRY Admin MBOX AA OK OTHR Mbox: DIR QUIT Password RESET NEXT Password reset Password RESET P0919416 03 NEXT 4 Enter the mailbox number or press DIR to use the Company Directory. 5 If you want to change the password press RESET or press NEXT to change other mailbox settings and go to step 8. 6 The password is reset. 7 Press NEXT to change other mailbox settings or press ® to end the session. Chapter 4 Working with mailboxes Ext: xx CHNG NEXT Ext: xx RETRY QUIT 8 If you want to change the extension number, press CHNG or press NEXT and go to step 10. 9 Enter the new extension number and press NEXT. 33 Service class:x 10 If you want to change the Class of Service, press CHNG CHNG NEXT or press NEXT and go to step 12. Service class: x 11 Enter a Class of Service from 1 to 16 and press NEXT. RETRY OK 12 If you want to change the mailbox owner’s display name press CHNG CHNG NEXT or press NEXT and go to step 15. xxxxx, xx RETRY BKSP OK xxxxx, xx CHNG NEXT Directory:Y CHNG NEXT CHNG NEXT 13 Enter the mailbox owner’s last name, press ££, enter the mailbox owner’s first name or initial, and then press OK. For information on entering names using the telephone dialpad, refer to “Using the dialpad” on page 12. 14 Press NEXT. 15 If you want to change whether the mailbox owner’s name is included in the Company Directory, press CHNG or press NEXT and go to step 17. 16 Press NEXT. Msg waiting:Y 17 If you want to change message waiting notification for the mailbox CHNG NEXT press CHNG or press NEXT. Outdial: 18 Press CHNG if you want to change the outdial method CHNG NEXT or press NEXT and go to step 27. Outdial: 19 Press NEXT if you want to use the outdial method shown on the CHNG NEXT display or press CHNG if you want choose another outdial method. CallPilot 150 Telephone Administration Guide 34 Chapter 4 Working with mailboxes xxxx: RETRY OK Accept: x RETRY OK Alt1 ext: xx CHNG Alt1 ext: RETRY NEXT OK Alt1 ext: xx CHNG NEXT Alt2 ext:xxx RETRY OK Alt2 ext:xxx RETRY OK Msg line:xxx CHNG NEXT Msg line: RETRY OK Msg line: xx CHNG NEXT Xfers:blind CHNG NEXT 20 Enter the Line or Pool number and press OK. Line numbers must be between 1 and 500. Although line pools have a letter such as A, B or C, CallPilot accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on. 21 Press OK. Steps 22 through 26 appear only if the mailbox has Alternate extensions. If not, go to step 27. 22 If you want to change or delete the first Alternate extension press CHNG or if you want to change the second Alternate extension press NEXT and go to step 25. 23 If you want to delete the first Alternate extension, press £ or if you want to change the Alternate extension, enter the new extension number and press OK. 24 Press CHNG to change the second Alternate extension. 25 If you want to delete the second Alternate extension, press £. The display shows: Alt2 ext: (none) or if you want to change the second Alternate extension number enter the new extension number and press OK. Alt2 ext appears only if Alternate extension 1 is assigned. 26 Press NEXT. 27 Press CHNG to change or assign an Express Messaging Line or press NEXT and go to step 29. 28 Enter an Express Messaging Line number between 1 and 500 and press OK. 29 Press NEXT. 30 Press CHNG if you want to change the call screening status or press NEXT and go to step 30. Xfers:screened 31 Press NEXT. CHNG NEXT Mailbox Admin 32 Press ® to end the session. ADD DEL CHNG P0919416 03 Chapter 4 Working with mailboxes 35 Deleting a mailbox Before you delete a mailbox, ensure the mailbox owner has listened to all their messages. When a mailbox is deleted, all messages stored in that mailbox are deleted and the mailbox is deleted automatically from the Company Directory and all Group Lists. If you are deleting a mailbox associated with a CCR Tree, make sure you remove the mailbox from the CCR Tree first. If you do not delete the mailbox, the message Mbox in CCR appears on your display. You cannot delete a mailbox if: • • • it is currently in use it is used in a CLID table or a CCR Tree it is the System Administrator or the General Delivery Mailbox To delete a mailbox Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press MBOX. OK OTHR Mailbox Admin 3 CHNG ADD DEL Mbox: DIR QUIT 4 5 DEL QUIT Mailbox deleted 6 Mailbox Admin 7 ADD DEL CHNG Press DEL. Enter the number of the mailbox you want to delete or press DIR to use the Company Directory. Press DEL. This display appears briefly. Press DEL to delete additional mailboxes or press ® to end the session. CallPilot 150 Telephone Administration Guide 36 Chapter 4 Working with mailboxes About Group Lists You can create a maximum of 99 Group Lists on your system. Each Group List can contain a maximum of 300 mailboxes. Before you add Group Lists, prepare a group mailbox member list. This list must contain: • • the Group List name – maximum 16 characters long the mailbox numbers to include in the group After you create a Group List, you can change the mailboxes included in the list, record a new list name, view the Group List, or delete the Group List. About Sending Group List messages You can send a Group List message whenever you want to notify a group of people about an event or notice that pertains to them. When a subscriber sends a message to the Group List, the subscriber does not receive the message. For instructions on how to send a Group List message to a Voice Group List, refer to the CallPilot Reference Guide. About Group List Numbers During system installation, a number from 0 to 9 (default 9) is assigned as the Group List leading digit. For example, the default Group List numbers are 901 to 999. If the leading digit is 5, the Group List numbers are 501 to 599. Group List numbers are three digits long. You can change the Group List leading digit. For more information on changing the Group List leading digit, refer to “Group List leading digit” on page 98. The Group List number acts like a mailbox number when you leave a message for the mailboxes in the Group List. The table below shows two sample Group Lists. This table shows an example of a Group List Group List number Name Mailbox number 901 Sales 224 223 233 902 Shipping 227 221 P0919416 03 Chapter 4 Working with mailboxes 37 Adding a Group List A mailbox must be initialized before you can add it to a Group List. For information on how to initialize a mailbox, refer to “Initializing a mailbox” on page 24. To add a Group List Log: QUIT RETRY Admin MBOX AA OTHR Admin GLIST CCR OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press GLIST. OK Group List Admin 4 DEL CHNG ADD GList: xxx OK Record name: RETRY OK Accept name? RETRY PLAY OK Name: RETRY OK BSKP Mbox: DIR QUIT Press ADD. 5 Press OK. CallPilot assigns a Group List number automatically. 6 At the tone, record the Group List name and press OK to end the recording. This Group List name is played to any caller who leaves a message for the mailboxes in the group. 7 To listen to your recording, press PLAY or to accept the recording, press OK or to record the name again, press RETRY. 8 Enter the Group List name (maximum 16 characters) and press OK. 9 Enter the number of the first mailbox you want to include in the Group List. If you do not know the number of the mailbox, press DIR to search the Company Directory. xxxx, xx RETRY ADD 11 This display appears briefly. Member added Mbox: DIR 10 Press ADD. QUIT 12 To add additional mailboxes to the Group List, repeat steps 10 through 12 or Press ® to end the session. CallPilot 150 Telephone Administration Guide 38 Chapter 4 Working with mailboxes Changing a Group List At any time you can: • • change a Group List display name add, delete or view Group List members You cannot change a Group List number. To change a Group List number, you must delete the Group List and add new member mailbox numbers as a new Group List. For more information, refer to “Adding a Group List” on page 37. To change a Group List Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press GLIST. Group List Admin 4 ADD DEL CHNG GList: RETRY QUIT xxxxxxx CHNG NEXT Name: RETRY BKSP xxxxxx CHNG OK NEXT 5 Enter the number of the Group List you want to change. 6 To change the Group List name, press CHNG. or press NEXT and go to step 9. 7 Enter the new Group List name and press OK. 8 Press NEXT. Recorded name: 9 REC PLAY NEXT Record name: RETRY OK Accept name? RETRY PLAY OK P0919416 03 Press CHNG. To change the recorded Group List name, press REC or press NEXT and go to step 12. 10 At the tone, record the new Group List name and press OK. 11 To listen to your recording, press PLAY or to accept the recording, press OK or to re-record the name, press RETRY. Chapter 4 Working with mailboxes 39 GList members 12 Press ADD to add a mailbox number to the Group List ADD DEL VIEW or press DEL to delete a mailbox number from the Group List or press VIEW to view the members of the Group List. Mbox: DIR QUIT 13 Enter the number of the mailbox you want to add or delete. GList members 14 After you make the changes you want to the make to the Group List, ADD DEL VIEW press ® to end the session. CallPilot 150 Telephone Administration Guide 40 Chapter 4 Working with mailboxes Deleting a Group List You can delete a Group List at any time. When you delete a Group List, the Group List number is re-assigned by CallPilot the next time you add a Group List. Deleting a Group List does not delete any mailboxes from the CallPilot system. To delete a Group List Log: QUIT RETRY Admin MBOX AA OTHR Admin GLIST CCR OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press GLIST. OK Group List Admin 4 CHNG ADD DEL GList: RETRY 5 QUIT 6 QUIT DEL GList deleted 7 Group List Admin 8 ADD DEL CHNG P0919416 03 Press DEL. Enter the number of the Group List you want to delete. Press DEL. This display appears briefly. Press ® to end the session. 41 Chapter 5 Setting up the Automated Attendant About the Automated Attendant The Automated Attendant answers your company’s incoming phone lines with a prerecorded greeting selected from the Greeting Table, according to the time of day. You can record and assign different greetings to the Greeting Table. You can specify which greetings play for particular lines. For example, you can program the system so that callers hear one greeting when they call the sales line, and a different greeting when they call the customer support line. After the greeting, the Automated Attendant Menu offers a range of options that callers can select using the dialpad of their phone. If you want to offer a greater range of options and services for incoming calls, you can assign a Custom Call Routing (CCR) menu to play instead of the Automated Attendant Menu. See “Planning and designing a CCR Tree” on page 58 for information on creating a CCR menu. Automated Attendant answering overview Incoming call Receptionist answers Automated Attendant answers Company Greeting plays Custom Call Routing Home Menu plays Automated Attendant Menu plays CallPilot 150 Telephone Administration Guide 42 Chapter 5 Setting up the Automated Attendant Greeting Tables Greeting Tables store the recordings played by the Automated Attendant to incoming callers. CallPilot has four Greeting Tables. You can record a total of 40 Company Greetings, but only four greetings can be assigned to a Greeting Table at any one time. You can assign the same four greetings to each table, or you can assign unique greetings for each table. This table shows an example of how you can assign Greetings. Greeting Type Table 1 Table 2 Table 3 Table 4 Morning Greeting 1 Greeting 5 Greeting 9 Greeting 13 Afternoon Greeting 2 Greeting 6 Greeting 10 Greeting 14 Evening Greeting 3 Greeting 7 Greeting 11 Greeting 15 Non-business Greeting 4 Greeting 8 Greeting 12 Greeting 16 Morning Greeting 17 Greeting 21 Greeting 25 Greeting 29 Afternoon Greeting 18 Greeting 22 Greeting 26 Greeting 30 Evening Greeting 19 Greeting 23 Greeting 27 Greeting 31 Non-business Greeting 20 Greeting 24 Greeting 28 Greeting 32 We recommend using greetings 1 through 16 as your daily business greetings, and greetings 17 through 40 as special greetings. Each Greeting Table is divided into four times of day. This table shows the default times of day. Greeting Type Default start times Morning 12:00 am Afternoon 12:00 pm Evening 6:00 pm Non-business 6:00 pm If default hours are used, the Evening Greeting is not played. The Non-business Greeting can be turned on and off using the Business Status feature. Greeting Tables using the alternate language If you use primary and alternate languages, we recommend that you assign one Greeting Table to the alternate language. For example, if your company has two incoming lines and you want to have one line assigned to the alternate language, assign the line to the Greeting Table that has greetings recorded in the alternate language. You can record greetings 5, 6, 7 and 8 in the alternate language and assign the greetings to Greeting Table 2 for line 2. P0919416 03 Chapter 5 Setting up the Automated Attendant 43 About Company Greetings Before you record your Company Greetings, decide what type of greetings you want to use for the incoming phone lines, and what you want the greetings to say. There are four greeting times that reflect the Morning, Afternoon, Evening and Non-business hours. You can prepare four greetings, or you can use the same greeting for each time of day. As you record the greetings, number them from 1 to 4. An example greetings for each time of day: 1 Morning Greeting: “Good morning. You have reached Touchstone Marketing.” 2 Afternoon Greeting: “Good afternoon. You have reached Touchstone Marketing.” 3 Evening Greeting: “Good evening. You have reached Touchstone Marketing.” 4 Non-business Greeting: “You have reached Touchstone Marketing. Our business hours are Monday to Friday from 8:00 a.m. to 5:00 p.m. Please stay on the line and leave a message. Thank you for calling.” Greetings 1 through 4 are assigned by default to all Greeting Tables. This means that Greeting 1 plays as the Morning Greeting for Greeting Table 1, 2, 3 and 4. If you use only one Greeting Table, the numbered greetings you record from 1 to 4 play automatically. You do not have to assign Greetings 1 to 4 to the table, but you must select the language preference. If you use a Primary and Alternate Language, record the option · instruction in both languages. For example, if you use English as your Primary Language and French as your Alternate Language, your main greeting can be in English and the option · instruction can be in French. For example: “Good morning. This is Touchstone Marketing. To use our voice messaging service in French, please press ·.” Since the default Automated Attendant Menu prompt does not announce an Alternate Language option, in your greeting you must tell callers to press · to use the Alternate Language. Company Greetings can be 0 to 10 minutes in duration. If you need to change the greeting duration, you must change the Class of Service assigned to the System Administrator Mailbox. For information on how to change the setting, refer to “Changing a mailbox” on page 32. After you decide what you want your greetings to say, practice recording them. Remember to speak slowly and clearly at a pace that is easy to understand. CallPilot 150 Telephone Administration Guide 44 Chapter 5 Setting up the Automated Attendant Recording a Greeting Do not use Handsfree to record your company Greetings. Speak directly into the phone handset. To record a company Greeting Log: QUIT RETRY Admin MBOX AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. Auto Atdt Admin 3 GRTG TABLE LINES Press GRTG. 4 Press GRTG. 5 Enter the number of the Greeting you want to record (from 1 to 40) and press OK. 6 Press REC. At the tone, record your greeting. Do not hang up the handset when you are finished recording. Greeting admin GRTG AA Greeting: RETRY OK Greeting RETRY PLAY REC Record greeting: 7 RETRY OK Press OK to end your recording. Accept greeting? 8 RETRY PLAY OK To listen to the greeting, press PLAY or to accept the recording, press OK or to re-record the greeting, press RETRY. Repeat steps 5 through 9 if you want to record another greeting. 9 P0919416 03 Press ® to end the session. Chapter 5 Setting up the Automated Attendant 45 Setting up a Greeting Table To set up a Greeting Table you: • • • • • • can record a Custom prompt if you want to replace the Automated Attendant Menu assign Greetings for each time of day to the Greeting Tables assign a language preference if you use bilingual operation assign a Greeting Table Attendant assign a CCR Tree set your company’s Business Hours Note: You must build a CCR Tree before you can assign it to a Greeting Table. For information on building a CCR Tree, refer to “Building a CCR Tree” on page 63. Custom prompts You can record a Custom prompt to replace the Automated Attendant Menu prompt. We recommend that you record prompts that are at least eight seconds long. In the Custom prompt you can provide the caller with a list of options such as choosing the alternate language, accessing the Company Directory and reaching an operator. You can record a Primary and an Alternate Custom prompt for each Greeting Table. Greeting For each Greeting Table you can assign what Greeting plays for each time of day. Language preference You can set the language preference for each Greeting Table. This setting determines which language the Automated Attendant uses when answering incoming calls. If the CallPilot bilingual option is not enabled, you cannot set up a language preference. Greeting table attendant A Greeting Table Attendant overrides the designated Operator. If the Attendant does not answer, the call goes to the destination mailbox, or the General Delivery Mailbox if not destination mailbox is assigned. CCR Tree For each Greeting Table you can assign a CCR Tree for each time of day. Assigning a CCR Tree to a Greeting Table is optional. You must build a CCR Tree before you can assign it to a Greeting Table. If you do not assign a CCR Tree to a Greeting Table the caller hears the greeting you assign and then hears the Auto Attendant menu. If you assign a CCR Tree to a Greeting Table the caller hears the greeting you assign and then hears the CCR Tree menu. Business hours Setting the Business Hours determines when each greeting is played for each Greeting Table. Business Hours are divided into Morning, Afternoon, Evening, and Non-business categories for each of the seven days of the week for each Greeting Table. To set up the days when your business is not open, set all the start times to 12:00 a.m. This ensures that the Non-business greeting plays throughout the day. The Non-business greeting can also be turned on and off using the Business Status feature. When the Business Status is set to Off, the Non-business greeting continues to play until you set the Business Status to On. CallPilot 150 Telephone Administration Guide 46 Chapter 5 Setting up the Automated Attendant To set up a Greeting Table Log: QUIT RETRY Admin MBOX AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. Auto Atdt Admin 3 GRTG TABLE LINES Grtg table: RETRY OK 4 AA menu prompt: Y 5 CHNG OK Prompt: pri PLAY REC OK Accept prompt? RETRY PLAY OK Greeting: RETRY Morning: CHNG PLAY NEXT OK NEXT Afternoon:2 CHNG PLAY NEXT Evening:3 CHNG PLAY NEXT Non-business:4 CHNG PLAY NEXT Lang pref: pri CHNG NEXT P0919416 03 Press CHNG. Press REC. At the tone, record your primary Custom prompt. Speak slowly and clearly, at a pace that is easy to understand. 7 Press OK. 8 To accept the recording, press OK or to re-record the prompt press, RETRY. AA menu prompt:N 9 CHNG REC OK Morning:1 CHNG PLAY Enter a Greeting Table number from 1 to 4 and press OK. 6 QUIT Record prompt: RETRY Press TABLE. Press OK. 10 Press CHNG to assign a new greeting number to this Greeting Table or press NEXT to go to step 13, the afternoon greeting. 11 Enter a greeting number from 1 to 40 and press OK. 12 Press NEXT. 13 To continue assigning the Afternoon, Evening and Non-business Greetings to the Greeting Table, repeat steps 10 through 12 or if you are finished assigning Greetings, press NEXT until you see the display in step 14 that you can assign a language preference from. If you do not have the bilingual option enabled, the steps for setting a language preference are not available and you go to step 16. 14 If you want to change the language preference for the Greeting Table, press CHNG or if you do not want to change the language preference press NEXT. Chapter 5 Setting up the Automated Attendant Lang pref: alt CHNG NEXT 15 Press NEXT. Atdt: (none) CHNG NEXT 16 Press CHNG. Ext: RETRY QUIT Atdt: CHNG NEXT 47 17 Enter the extension of the Greeting Table Attendant. 18 Press NEXT. To return the Greeting Table Attendant back to none after an extension has been entered, you must press CHNG and then £. Morn CCR tree:NO 19 Press NEXT. CHNG NEXT You must build a CCR Tree before you can assign it to a Greeting Table. For more information, refer to “Building a CCR Tree” on page 63. Aftn CCR tree:NO 20 Press NEXT. CHNG NEXT Eve CCR tree:NO 21 Press NEXT. CHNG NEXT NBus CCR tree:NO 22 Press NEXT. CHNG NEXT Mo morn:12:00 am 23 Press CHNG CHNG DAY NEXT or press DAY to change the display to the morning of the next day. Enter hhmm: RETRY AM PM 24 Enter the Monday Morning start time and press AM or PM. This is a four-digit field. Any single-digit hour must be preceded by a zero. Mo morn:<8:00>am 25 Press NEXT. CHNG DAY NEXT Mo aftn: 12:00 pm 26 Press CHNG. CHNG DAY NEXT Enter hhmm:<1201> 27 Enter the Monday Afternoon start time and RETRY AM PM press AM or PM. Mon aft: 12:01 pm 28 Press NEXT. CHNG DAY NEXT Mo eve:<06:00>pm 29 Press CHNG. CHNG DAY NEXT Enter hhmm:<0601> 30 Enter the Monday Evening start time and RETRY AM PM press AM or PM. Mo eve: <0601>pm 31 Press NEXT. CHNG DAY NEXT CallPilot 150 Telephone Administration Guide 48 Chapter 5 Setting up the Automated Attendant Mo nonb: <600> pm 32 Press CHNG. CHNG DAY NEXT Enter hhmm:<0901> 33 Enter the Non-business start time and press AM or PM. RETRY AM PM Mo nonb: <09:01> pm 34 Press DAY. NEXT CHNG DAY Tu morn:<12:00am 35 Repeat steps 23 through 34 for each day of the week. CHNG DAY NEXT 36 Press • to return to the Auto Atdt Admin display and continue setting up Greeting Tables or press ® to end the session. P0919416 03 Chapter 5 Setting up the Automated Attendant 49 Configuring line answering CallPilot can answer all of your incoming lines, or just the lines you specify. Before CallPilot can answer an incoming line, you must assign the line and set the Answer status to Yes. Each line you add is answered by Greeting Table 1, unless you specify another table. To configure how a line is answered Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. OK OTHR Auto Atdt Admin 3 GRTG TABLE LINES Line number: RETRY 4 OK Press LINES. Enter the number of the line you want to configure and press OK. Line:1 Ans:N 5 CHNG TABLE NEXT Press CHNG to toggle the Answer status from N to AA. Line:1 Ans:AA 6 CHNG TABLE NEXT Press TABLE. Line:1 Table:1 7 CHNG RINGS NEXT Press CHNG. Grtg table: RETRY 8 OK Line:1 Table:1 9 CHNG RINGS NEXT Enter a Greeting Table number from 1 to 4 and press OK. If you want to continue adding lines, press NEXT and repeat steps 5 to 9 or press ® to end the session. CallPilot 150 Telephone Administration Guide 50 Chapter 5 Setting up the Automated Attendant Changing line configuration You can view or change the answer status of any line that is added to CallPilot. To change or view how a line is answered Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. OK OTHR Auto Atdt Admin 3 GRTG TABLE LINES Line number: RETRY 4 OK Line:1 Ans: N 5 CHNG TABLE NEXT Press LINES. Enter the line number and press OK. Use the NEXT and CHNG buttons to view the assigned lines or change the answer status. You can press • to return to step 4 and select a line number without having to go through the entire list. 6 P0919416 03 When you are finished viewing and changing lines press ® to end the session. Chapter 5 Setting up the Automated Attendant 51 Assigning the number of rings before CallPilot answers You can assign the system to answer incoming calls after a specified number of rings. The number of rings ranges from 0 to 12. If you leave the number of rings at zero, the system answers immediately. For lines equipped with Calling Line Identification (CLID), you must set the number of rings to two or more if you use analog lines. CLID is not provided until just prior to the second ring, so assigning the number of rings to 0 or 1 prevents CLID from being relayed. You do not have to set the number of rings to two or more for CLID if you use BRI/PRI lines. For more information about the type of lines you use contact your Norstar administrator. Without CLID, personalized greetings, CLID Routing Table and other features related to CLID do not work. To assign or change the number of rings Log: QUIT RETRY Admin MBOX AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. Auto Atdt Admin 3 GRTG TABLE LINES Line number: RETRY OK 4 Press LINES. Enter the line number and press OK. Line:1 Ans:Y 5 CHNG TABLE NEXT Press TABLE. Line:1 TABLE:1 6 CHNG RINGS NEXT Press RINGS. Line:1 Rings:0 7 CHNG ANS NEXT Press CHNG. No of rings: RETRY OK 8 Line:1 Rings:X 9 CHNG ANS NEXT Enter a number of rings from 0 to 12 and press OK. Enter 2 rings or greater if your company subscribes to Caller ID. You can use the NEXT and CHNG buttons to view the lines and change the number of rings. You can press • to return to step 4 and select a line number without having to go through the entire list. 10 Press ® to end the session. CallPilot 150 Telephone Administration Guide 52 Chapter 5 Setting up the Automated Attendant Setting up Touchtone Gate With Touchtone Gate incoming calls can be routed more quickly. With Touchtone Gate you can have the standard voice prompt play or you can record your own custom prompt. If you choose the standard prompt, the following prompt plays after your company greeting: “If you are calling from a tone dial telephone, please press ⁄ now. If you are a pulse dialing caller or if you are calling from a rotary dial phone, please hold and you will be transferred.” Note: If you want to use a custom prompt, you must record it before you enable Touchtone Gate. It is recommended that you use Greeting 40 as the custom Touchtone Gate prompt. When Touchtone Gate is enabled, Greeting 40 is the default custom prompt. For more information on recording Greetings, refer to “Recording a Greeting” on page 44. When the tone for 1 is received, the call goes to the Automated Attendant or CCR Tree. If no tone is received, the call is sent back to the receptionist or designated Operator specified by the Greeting Table. If the attendant is not available, the call is directed to the General Delivery Mailbox. If the General Delivery Mailbox is not available, the call is disconnected. The Touchtone Gate voice prompt is not presented to internal callers or callers who use Feature 981 or Feature 986. If you disable Touchtone Gate, re-record the Company Greeting to include “If you are calling from a tone dial telephone, please dial the extension number or press £ for the Company Directory. If not, please hold and you will be transferred to the operator.” To set up Touchtone Gate Log: QUIT RETRY Admin MBOX AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. Auto Atdt Admin 3 GRTG TABLE LINES TT gate:none CHNG OK TT gate:std CHNG OK P0919416 03 Enter ⁄. 4 Touchtone Gate is not enabled by default. Press CHNG to change to enable Touchtone Gate or to choose a custom voice prompt. 5 Press OK to accept the standard voice prompt or. press CHNG to choose the custom voice prompt or disable Touchtone Gate. Chapter 5 Setting up the Automated Attendant TT gate:custom 6 CHNG NEXT TT Greeting:40 CHNG OK Greeting: RETRY OK TT Greeting: x RETRY OK 53 Press NEXT to choose the custom voice prompt or press CHNG to disable Touchtone Gate. 7 Press CHNG to change the custom voice prompt Greeting number or press OK to accept the custom voice prompt Greeting number and go to step 11. 8 Enter the custom voice prompt Greeting number and press OK. 9 Press OK to accept the new Greeting number. 10 Press ® to end the session. CallPilot 150 Telephone Administration Guide 54 Chapter 5 Setting up the Automated Attendant About the CLID Routing Table Set up a CLID Table to control how calls are routed based on the Caller Identification of callers. To use a CLID Table, your incoming lines must be equipped with Caller Identification service. If an incoming call has a CLID value that matches one of the entries in the CLID Table, the call is directed according to the CLID Routing Table rather than the Greeting Table. After the call is directed, the call disconnects or returns to the routing according to the Auto Attendant status. For more information on the Auto Attendant status refer to “Setting the Automated Attendant status” on page 96. You can set up the CLID Routing Table to direct frequent callers to a specific extension or mailbox, CCR Tree or Greeting Table. A CLID Routing Table can have a maximum of 100 entries. Entries correspond to a unique phone number or a range of numbers. For example, if you enter 4165960196, the system routes an incoming call from this number to a specific destination. However, if you make 416 a table entry, all incoming calls with this prefix are routed to a specific destination. Entries in the CLID Routing Table are sorted in numerical order, from the longest number to the shortest. An incoming call is routed by the longest CLID entry that matches the calling number. For example: Destination number Table entry Incoming call example 1 313 Incoming number 3148888 is compared to all of the table entries, and does not match any destination. 2 416598 Incoming number 4165981111 matches destination 2. 3 416 Incoming number 4169998888 matches destination 3. 4 5198853895 Incoming number 5198853895 matches destination 4. 5 519 Incoming number 5198853896 matches destination 5. For the CLID Routing Table to work, your company must: • • subscribe to CLID services from your local telephone company have the appropriate hardware for your systems (a CI Trunk cartridge for example) To set up a CLID Routing Table you: • • enter a phone number assign a destination. A destination can be a Greeting Table, mailbox, extension, CCR Tree or a node on a Tree P0919416 03 Chapter 5 Setting up the Automated Attendant 55 To route a phone number Log: QUIT RETRY Admin MBOX AA OK 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Enter ⁄⁄. OTHR Call id table 3 ADD CHNG QUIT Ph: RETRY Destination TABLE EXT OK OTHR Press ADD. 4 Enter the phone number or the leading digits of a phone number (up to 13 digits) and press OK. Each phone number assigned to the CLID Routing Table must be unique. 5 Choose a destination. To route the phone number to a Greeting Table: • • • Press TABLE Enter a Greeting Table number from 1 to 4 Press OK To route the phone number to an extension: • • • Press EXT Enter the extension number Press OK To route the phone number to a mailbox: • • • • Press OTHR Press MBOX Enter the mailbox number Press OK To route the phone number to a CCR Tree: • • • • 6 Call id table 7 ADD CHNG QUIT Press OTHR Press CCR Enter the CCR Tree number from 1 to 8 Press OK Repeat steps 3 through 5 for each phone number you want to route. Press ® to end the session. CallPilot 150 Telephone Administration Guide 56 Chapter 5 Setting up the Automated Attendant To change or delete a phone number in the CLID Routing Table Log: QUIT RETRY Admin MBOX AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Enter ⁄⁄. Call id table 3 ADD CHNG QUIT Ph: RETRY OK Ph:XXXXXX CHNG NEXT OTHR Ph:XXXXXX DEL PH QUIT P0919416 03 Press CHNG. 4 Enter the phone number you want to change or delete and press OK. 5 Press CHNG and follow the display prompts to change the phone number. Each phone number assigned to the CLID Routing Table must be unique or press NEXT to view the next phone number in the table. or press OTHR to delete a phone number and go to step 6. 6 Press DEL to delete the phone number from the table. 7 Press ® to end the session. 57 Chapter 6 Custom Call Routing About Custom Call Routing With Custom Call Routing (CCR) you can replace Automated Attendant menus with a CCR Tree that offers callers additional choices. Callers who reach a CCR Tree hear the CCR Home node immediately after the Company Greeting. CCR Trees contain paths that callers navigate using their telephone dialpad. By selecting an option from the prompts callers can: • • • • hear an Information Message leave a message in a mailbox transfer to an extension or an external number go to a sub-menu Custom Call Routing overview Incoming call Receptionist answers Automated Attendant answers Company Greeting plays Custom Call Routing Automated Attendant Home node options play menu options play To build a CCR Tree you start by creating the options presented in the Home node. You can include up to eight options in the Home node. You record a prompt that informs callers of the Home node options. You can build up to eight CCR Trees. After you build a CCR Tree you must assign it to a Greeting Table. CallPilot 150 Telephone Administration Guide 58 Chapter 6 Custom Call Routing Planning and designing a CCR Tree To plan and design a CCR Tree you: • • • • • determine the frequently-called departments and extensions that you can include in a CCR Tree make a list of the goods and services you want to mention in Information messages create the mailboxes that you will add to a CCR Tree for callers to leave messages in determine destination types record the prompts and messages By default, a caller can press · to hear prompts in an alternate language, or ‚ to reach an operator. Tell callers about these options as part of the Home node prompt. Components of a CCR Tree The Home node After the Company Greeting, a caller hears the Home node. The Home node is the “top” of the CCR Tree. When a caller selects an option from the Home node, they can access a sub-menu, leave a message, transfer to an extension or an external number, or play an Information Message. A Home node can offer up to eight options. By default, 0 is reserved for reaching the Operator, and 9 offers the menu in the alternate language. A menu is a prompt that you record that presents a caller with a list of up to eight options. The Home node is on Level 0. As sub-menus are added to one another, the caller progresses through the levels of the CCR Tree. You can create up to 11 levels (from 0 to 10). An example of a Home node Company Greeting This is Ideal Office Machines. Our business hours are from 9:00 a.m. to 5:00 p.m. Monday to Friday. Home node To place an order, press ⁄. To add your name to our mailing list, press ¤. To reach our Sales Department, press ‹. To speak with our Support Office, press ›. To speak with our receptionist, press ‚. The call is forwarded to the destination the caller chooses. For an example of Paths through a CCR Tree, refer to “An example of a CCR Tree” on page 61. P0919416 03 Chapter 6 Custom Call Routing 59 Information Messages An Information Message is a message you record to tell callers about information about goods or services available from your company. You can tell callers about information such as sales, specials, company events, business hours, price lists, and shipping times. For example: We’re pleased to announce the arrival of the new FaxEasy line of fax machines. FaxEasy is easy to operate and produces top quality fax images at an affordable price. You must create an Information mailbox before you can add it to a CCR Tree. The Home node can be an Information Message You can program the Home node to play an Information Message. For example: Come celebrate with us! It’s time for Ideal Office Machines’ annual get-to-know-our-customers picnic. The annual picnic is on the first Sunday of August from 1:00 to 5:00 p.m. in Thompson Park. See you there. If the Home node is an Information Message, the caller disconnects at the end of the message. You cannot specify another destination. For information on destination types refer to “Destination types” on page 60. Using an alternate language for the Home node prompt If you record an alternate language Home node prompt, you must tell callers about the alternate language option. In the primary language Home node prompt tell callers to press · if they want to hear the message in the alternate language. For example: To hear this message in [the alternate language], press ·. To place an order press ⁄. To add your name to our mailing list press ¤. To reach our sales department press ‹. To speak with the receptionist press ‚. Sub-menus A sub-menu is any menu that callers hear after the Home node. Sub-menus can lead to other sub-menus. A sub-menu is a prompt that provides callers with another list of options. For example, from the Home node a caller can press ‹to reach the Sales department and hear the sub-menu options: To place an order press ⁄. To add your name to our mailing list, press ¤. To speak with a Customer Service Representative press ‹. To speak with the receptionist press ‚. CallPilot 150 Telephone Administration Guide 60 Chapter 6 Custom Call Routing Mailbox nodes You can create Mailbox nodes to give callers a mailbox where they can leave a message. For example: You have reached the Ideal Office Machines Order Desk mailbox. After the tone, leave your name, address, telephone number, and the number of the item you want to order. Thank you. Transfer nodes You can create Transfer nodes to transfer callers to an extension or an external number. Destination types The destination is where callers go after they listen to an Information Message or leave a message in a mailbox. Each Information Message and Mailbox node must have a destination: • • • Previous: returns the caller to the previous menu Home: returns the caller to the Home node Disconnect: disconnects the caller You can assign destinations only to Information and Mailbox nodes. To see an example of how to use destinations in a CCR Tree, refer to “An example of a CCR Tree” on page 61. Paths A Path can be a series of menus, Information Messages, Mailboxes or Transfers. A Path number is the digit that callers press to go to the next level in a CCR Tree. For an example of how to use Paths to route callers through a CCR Tree, refer to “An example of a CCR Tree” on page 61. P0919416 03 Chapter 6 Custom Call Routing 61 An example of a CCR Tree Home node To place an order press ⁄ To add your name to our mailing list press ¤ To speak to our sales department press ‹ To speak to our service department press › To speak to our receptionist press ‚ ⁄ ¤ Sub-menu Sub-menu Transfer To be included on our mailing list leave your name and address after the tone. To leave an order request press ⁄ Transfers the call to the Service department. Destination: PREV To hear about our sales contest press Mailbox To place an order press ⁄ To speak to the order desk press ¤ › ‹ To speak to the sales manager press ¤ ‹ ⁄ Information message Our weekly specials are... Destination: PREV ¤ ¤ ⁄ ‹ Transfer Mailbox Transfer Information message Transfers the call to the order desk. Leave your contact information and a sales person will contact you. Transfers the call to the order desk. Ideal Office Machines is having a sales contest... Destination: DISC CallPilot 150 Telephone Administration Guide 62 Chapter 6 Custom Call Routing P0919416 03 63 Chapter 7 Working with CCR Trees Building a CCR Tree Note: To minimize the potential of service disruptions, avoid working on CCR Trees during periods of peak activity. Callers can experience answering delays while you are working on a CCR Tree. To build a CCR Tree 1 Create the Home node. The Home node can be either a Menu node or an Information node. If the Home node is an Information node: • record an Information message If the Home node is a Menu node: • create the sub-nodes. The sub-nodes can be: — — — — Menu sub-nodes Information nodes Mailbox nodes Transfer nodes 2 Assign the CCR Tree to a Greeting Table. You can assign a CCR Tree for each time of day. 3 Test the CCR Tree CallPilot 150 Telephone Administration Guide 64 Chapter 7 Working with CCR Trees Creating a Home node Begin to build a CCR Tree by creating a Home node. Create a Home menu node if you want to give callers a list of options. Create an Information message Home node if you want callers to disconnect after they hear the Information message. To create a Home node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter a Tree number from 1 to 8 and press OK. 6 Press BUILD. OK New tree: x BUILD 0 REC Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. OTHR CCR Admin ADMIN CCR tree: RETRY 1 OK QUIT Home/Menu 7 OTHR OK Rec pri prompt: RETRY OK Accept prompt? RETRY PLAY OK Path: RETRY END OK Tree: x SAVE PRINT QUIT Pick up the handset and press REC. 8 At the tone, record your Home Menu or Information message and press OK to end the recording. Do not replace the handset. 9 If you want to listen your recording, press PLAY or if you want to accept your recording, press OK. 10 Press END. 11 Press SAVE. Save as tree x 12 Press YES. OTHR QUIT YES Tree saved 13 This display appears briefly. CCR Admin ADMIN 14 Press ® to end the session. P0919416 03 Chapter 7 Working with CCR Trees 65 Adding nodes to the Home node If you create a CCR Tree with a Home menu node, and you have more choices than you can conveniently fit in the Home menu, you can create sub-nodes. To create sub-node menus, add a Menu node to your Home menu node. If the Home node is an Information node, you cannot add a sub-node and the call disconnects automatically after the Information message plays. After you determine how many options to offer in a menu, you must determine where each option directs the caller. After you assign a Menu sub-node, create another set of nodes in the next level of the tree. The nodes can be another Menu node, an Information node, a Transfer node or a Mailbox node. You can assign up to eight nodes to each menu. A Menu sub-node gives callers single-digit access to another list of options. For example, if your Home node menu is: To place an order press ⁄. To add your name to our mailing list press ¤. To reach our sales department press ‹. To speak with our attendant press ‚. Callers can press ⁄ to hear more options, such as: To hear our weekly specials press ⁄. To speak with the Order Desk press ¤. CallPilot 150 Telephone Administration Guide 66 Chapter 7 Working with CCR Trees Adding a Menu node Create a Menu node to organize choices for your callers, or when you have more choices than can fit on one menu. You can add a menu node to a CCR Tree at any time. To add a Menu node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree enabled Tree: x CHNG Path: RETRY x MENU QUIT END INFO OK OTHR Rec pri prompt: RETRY OK Accept prompt? RETRY PLAY OK P0919416 03 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree you want to add a Menu node to and press OK. 6 If you have assigned the CCR Tree to a Greeting Table this display appears briefly. 7 Press CHNG, 8 Enter the Path number and press OK. For example, to create a Menu node on the second level of the CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the new Menu node. 9 Press MENU. 10 Pick up the handset and press REC. At the tone, record the prompt. Primary prompt REC Rec alt prompt? YES NO 1 11 Press OK to end the recording. Do not hang up the handset. 12 Press OK to accept the recording or if you want to re-record your message, press RETRY. 13 Press NO if you do not want to record an alternate prompt or press YES to record an alternate prompt. Chapter 7 Working with CCR Trees Path: RETRY END OK Tree: x SAVE PRINT QUIT 67 14 Press END. 15 Press SAVE. Save as tree x 16 Press YES. YES OTHR QUIT Tree saved 17 This display appears briefly. CCR Admin ADMIN 18 Press ® to end the session. CallPilot 150 Telephone Administration Guide 68 Chapter 7 Working with CCR Trees Adding an Information node An Information node is an Information mailbox that you add to a CCR Tree. You can use an Information mailbox to give callers information such as specials, company events, business hours or price lists. You can add an Information node to a CCR Tree at any time. To add an Information node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR CCR tree: RETRY 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree you want to add an Information node to and press OK. 6 Press CHNG, 7 Enter the Path number and press OK. For example, to create an Information node on the second level of a CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the Information node. 8 Press INFO. 9 Pick up the handset and press REC. At the tone, record your Information mailbox message. OK Tree: x CHNG x MENU Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. OTHR CCR Admin ADMIN Path: RETRY 1 OK QUIT END INFO OK OTHR Primary message REC Rec pri message: 10 Press OK to end your recording. RETRY PLAY OK Do not replace the handset. Accept message? 11 Press OK to accept the recording RETRY PLAY OK or press RETRY to re-record the message. Rec alt prompt? YES NO P0919416 03 12 Press NO if you do not want to record an alternate prompt or press YES to record an alternate prompt. Chapter 7 Working with CCR Trees Destination? PREV HOME DISC 69 13 Select a destination: press PREV if you want to return the caller to the previous menu or press HOME if you want to return the caller to the Home node or press DISC if you want to disconnect the call. For more information on destinations refer to “Destination types” on page 60. Path: RETRY END Tree: x SAVE OK QUIT 14 Press END. 15 Press SAVE. Save as tree x 16 Press YES. YES OTHR QUIT Tree saved 17 This display appears briefly. CCR Admin ADMIN 18 Press ® to end the session. CallPilot 150 Telephone Administration Guide 70 Chapter 7 Working with CCR Trees Adding a Mailbox node Adding a mailbox node gives callers a mailbox where they can leave a message or listen to an Information message, depending on the mailbox type. You create a Mailbox node by giving it a Path number and assigning a mailbox number. You can add a Mailbox node to a CCR Tree at any time. A mailbox cannot receive messages until it is initialized. For information on initializing mailboxes, see “Initializing a mailbox” on page 24. To add a Mailbox node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree: x CHNG PRINT Path: RETRY END 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree you want to add a Mailbox node to and press OK. 6 Press CHNG, 7 Enter the Path number and press OK. For example, to create a Mailbox node on the second level of a CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the Mailbox node. 8 Press OTHR. 9 Press LVMSG. OK INFO OTHR x XFER LVMSG OTHR P0919416 03 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. QUIT x MENU Mbox: DIR 1 QUIT 10 Enter the mailbox number or press DIR to access the Company Directory. Chapter 7 Working with CCR Trees Destination? PREV HOME DISC 71 11 Select a destination: press PREV if you want to return the caller to the previous menu or press HOME if you want to return the caller to the Home node or press DISC if you want to disconnect the call. For more information on destinations refer to “Destination types” on page 60. Path: RETRY END Tree: x SAVE OK QUIT 12 Press END. 13 Press SAVE. Save as tree x 14 Press YES. YES OTHR QUIT Tree saved 15 This display appears briefly. CCR Admin ADMIN 16 Press ® to end the session. CallPilot 150 Telephone Administration Guide 72 Chapter 7 Working with CCR Trees Adding a Transfer node A Transfer node directs a caller to an internal or an external number. You can add a Transfer node to a CCR Tree at any time. To add a Transfer to an internal extension Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR QUIT END OK x MENU INFO OTHR x XFER LVMSG OTHR Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree you want to add a Transfer node to and press OK. 6 Press CHNG, 7 Enter the Path number and press OK. For example, to create a Transfer node on the second level of a CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the Transfer node. 8 Press OTHR. 9 Press XFER. 10 Press INT. Transfer EXT INT Ext: RETRY Path: RETRY 2 OK Tree: x CHNG Path: RETRY Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. OTHR CCR Admin ADMIN CCR tree: RETRY 1 OK OK END Tree: x SAVE OK QUIT 11 Enter the extension. 12 Press END. 13 Press SAVE. Save as tree x 14 Press YES. OTHR QUIT YES Tree saved P0919416 03 15 This display appears briefly. Chapter 7 Working with CCR Trees 73 16 Press ® to end the session. CCR Admin ADMIN About transfers to external numbers When CallPilot transfers a call using a CCR external transfer, it uses two lines. An incoming line connects the caller to the CCR Tree and an outgoing line transfers the caller to the external telephone number. Both lines are used while the caller connects to the external telephone number. To optimize the use of external lines, the incoming line can be used to make the external transfer. This type of transfer is called a Link transfer. Not all phone lines allow Link transfers. Ask your telephone service provider if your lines support Link transfers before you program CallPilot to use Link transfers. To perform a Link transfer for a CCR external transfer you must press £ before the telephone number. For example, for the telephone number: £fififi⁄¤‹› fififi⁄¤‹› is the telephone number dialed For information on preventing unauthorized calls using outdial, refer to “Outdial route” on page 21. To add a Transfer to an external number Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree: x CHNG Path: RETRY QUIT END OK 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree you want to add a Transfer node to and press OK. 6 Press CHNG, 7 Enter the Path number and press OK. For example, to create a Transfer node on the second level of a CCR Tree, enter ⁄⁄. The first 1 is the path of the first level Menu node. The second digit is the path where you want to create the Transfer node. CallPilot 150 Telephone Administration Guide 74 Chapter 7 Working with CCR Trees x MENU INFO OTHR x XFER LVMSG OTHR 8 Press OTHR. 9 Press XFER. 10 Press EXT. Transfer EXT INT Outdial: 11 Press NEXT if you want to use a line as the outdialing method CHNG NEXT or press CHNG if you want to select a line within a line pool. Press CHNG again if you want to select a route. xxxx: RETRY OK Accept: x RETRY OK Ph: RETRY OK xxxxxxx ADD OK Path: RETRY END OK Tree: x SAVE PRINT QUIT 12 Enter the line or pool number and press OK. Although line pools are labeled by a letter such as A, B, or C, the system accepts only numbers such as 1, 2, or 3. When you enter a line pool use 1 for A, 2 for B, 3 for C, and so on. 13 Press OK to accept the line or pool number. 14 Enter a destination telephone number up to 30 digits and press OK. 15 Press OK to accept the destination phone number or press ADD to add more digits. Refer to “Adding special characters to an external transfer number” on page 75 for more information. 16 Press END. 17 Press SAVE. Save as tree x 18 Press YES. YES OTHR QUIT Tree saved 19 This display appears briefly. CCR Admin ADMIN 20 Press ® to end the session. P0919416 03 Chapter 7 Working with CCR Trees 75 Adding special characters to an external transfer number Special characters are pauses or other dialing instructions that you can add if they are required to access the network or a destination number. Adding special characters to a destination number Press Description ¤ or DIGS to resume adding digits to the destination phone number. ‹or PAUS to enter a timed pause that appears as P on the display. Pauses are four seconds long. You can press PAUS again to enter another four second pause. › to recognize dial tone (behind PBX). The Recognize Dial Tone special character appears as D on the display. fior OTHR # to enter a #. flor OTHR * to enter a *. OTHR then TONE to recognize dial tone (behind PBX). The Recognize Dial Tone special character appears as D on the display. • to cancel and retry. CallPilot 150 Telephone Administration Guide 76 Chapter 7 Working with CCR Trees Assigning a CCR Tree to a Greeting Table Before incoming callers can access a CCR Tree, you must assign lines to a Greeting Table. For information about assigning lines to Greeting Tables, refer to “Configuring line answering” on page 49. To assign a CCR Tree to a Greeting Table Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. OK OTHR Auto Atdt Admin 3 GRTG TABLE LINES Grtg table: RETRY 4 OK Press TABLE. Enter the Greeting Table number and press OK. AA menu prompt:Y 5 CHNG OK Press OK. Morn CCR tree: NO 6 CHNG OK Press NEXT until you see this display. Morn CCR tree: NO 7 NEXT CHNG Press CHNG if you want to assign a CCR Tree to the Greeting Table for the morning or press NEXT if you do not want to assign a CCR Tree and go to step 11. Morn CCR tree: DISABLE 8 Enter the number of the CCR Tree that you want to assign to the Greeting Table for the morning. Tree enabled 9 This display appears briefly. Morn CCR tree: x 10 Press NEXT if you want to assign afternoon, evening and CHNG NEXT non-business CCR Trees to the Greeting Table or press ® to end the session. P0919416 03 Chapter 7 Working with CCR Trees 77 Testing a CCR Tree After you a build a CCR Tree and assign it to a Greeting Table, test the CCR Tree. To test the CCR Tree, call the company number and test each node. Check that: • • • • the Home node routes the call as designated each transfer routes the caller to the intended destination each prompt has correct information messages are courteous and easy to understand Disabling a CCR Tree Before you make any changes to a CCR Tree you must ensure service is not disrupted by removing any references to the CCR Tree from the Greeting Tables and the CLID Routing Table. To disable a Tree Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. OK OTHR Auto Atdt Admin 3 GRTG TABLE LINES Grtg table: RETRY OK Morning:1 CHNG PLAY NEXT Press TABLE. 4 Enter the Greeting Table number and press OK twice. 5 Press NEXT until the display shows: Morn CCR tree: x 6 CHNG NEXT Press CHNG if you want to disable the morning CCR Tree or press NEXT until the CCR Tree you want to disable is displayed. Morn CCR tree: DISABLE 7 Press DISABLE. Tree disabl ed 8 This display appears briefly. 9 Press ® to end the session. CallPilot 150 Telephone Administration Guide 78 Chapter 7 Working with CCR Trees Deleting a CCR Tree You must disable a CCR Tree before you delete it. For information about disabling a Tree, refer to “Disabling a CCR Tree” on page 77. To delete a Tree 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree you want to delete and press OK. 6 Press °. Delete tree x? YES NO 7 Press YES. Tree deleted 8 This display appears briefly. CCR Admin ADMIN 9 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR OTHR CCR Admin ADMIN CCR tree: RETRY Tree: x CHNG P0919416 03 OK QUIT Chapter 7 Working with CCR Trees 79 Changing a CCR Tree message Use this procedure to change the recorded message for a Menu or an Information node. Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree: x CHNG PRINT 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree that you want to change and press OK. 6 Press CHNG. 7 Enter the Path of the node you want to change and press OK. QUIT Path: RETRY END OK x CHNG ERASE xxxx 8 OK Primary rec? REC PLAY 9 NEXT Rec pri prompt: RETRY OK Accept prompt? RETRY PLAY OK Lift the handset and press REC. Do not use handsfree. At the tone, record the primary language menu. 10 Press OK to end your recording. 11 Press OK to accept your recording. 12 Press NO if you do not want to record an alternate message or press YES to record an alternate message. Alternate rec? YES NO Path: RETRY Press CHNG. END OK Tree: x SAVE PRINT QUIT 13 Press END. 14 Press SAVE. Save as tree x 15 Press YES. YES OTHR QUIT Tree saved 16 This display appears briefly. CCR Admin ADMIN 17 Press ® to end the session. CallPilot 150 Telephone Administration Guide 80 Chapter 7 Working with CCR Trees Changing a Mailbox node To change a Mailbox node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree that you want to change and press OK. 6 Press CHNG. 7 Enter the Path of the node you want to change and press OK. OTHR CCR Admin ADMIN CCR tree: RETRY 1 OK Tree: x CHNG QUIT Path: RETRY END OK x CHNG ERASE LvMsg 8 OK Press CHNG. 9 Press CHNG. Mbox: xx CHNG NEXT Mbox: DIR QUIT Dest: CHNG OK Path: RETRY END OK Tree: x SAVE PRINT QUIT 10 Enter the new mailbox number. Make sure the mailbox is initialized before you assign it to a CCR Tree. 11 Press OK if you want to accept the assigned destination type or press CHNG and assign a new destination type. 12 Press END. 13 Press SAVE. Save as tree x 14 Press YES. YES OTHR QUIT Tree saved 15 This display appears briefly. CCR Admin ADMIN 16 Press ® to end the session. P0919416 03 Chapter 7 Working with CCR Trees 81 Changing a destination type You can assign destination types only to Information and Mailbox nodes. For more information about destination types, refer to “Destination types” on page 60. To change a destination type Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree that you want to change and press OK. 6 Press CHNG. 7 Enter the Path number of the node you want to change and press OK. OK Tree: x CHNG QUIT Path: RETRY END x CHNG ERASE OK xxx 8 OK 9 Mbox: xx CHNG NEXT Dest: xxxx CHNG Destination? PREV HOME OK DISC Dest: xxxx CHNG OK Path: RETRY OK Tree: x SAVE Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. OTHR CCR Admin ADMIN CCR tree: RETRY 1 END QUIT Press CHNG. The display shows Info if you are changing an Information node. Press NEXT. 10 Press CHNG. 11 Change the destination type: press PREV return the caller to the previous menu or press HOME to return the caller to the Home node or press DISC to disconnect the call. 12 Press OK. 13 Press END. 14 Press SAVE. Save as tree x 15 Press YES. YES OTHR QUIT CallPilot 150 Telephone Administration Guide 82 Chapter 7 Working with CCR Trees Tree saved 16 This display appears briefly. CCR Admin ADMIN 17 Press ® to end the session. Changing a Transfer node To change a Transfer node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree: x CHNG QUIT 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree that you want to change and press OK. 6 Press CHNG. 7 Enter the Path number of the node you want to change and press OK. Path: RETRY END OK x CHNG ERASE Xfer 8 OK Press CHNG. 9 Press CHNG. Ext: xx CHNG NEXT 10 Press INT if you are changing an internal extension or press EXT if you are changing an external extension. Transfer EXT INT Ext: CHNG Path: RETRY Tree: x SAVE NEXT END OK QUIT 11 Enter the new extension number you want to transfer to and press NEXT. 12 Press END. 13 Press SAVE. Save as tree x 14 Press YES. YES OTHR QUIT P0919416 03 Chapter 7 Working with CCR Trees Tree saved 15 This display appears briefly. CCR Admin ADMIN 16 Press ® to end the session. 83 Deleting a Path If you delete a Path, all messages, prompts, and options on the Path are also erased. After you delete a Path you cannot recover it. To delete a Path Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree: x CHNG 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree that you want to change and press OK. 6 Press CHNG. 7 Enter the Path number you want to delete and press OK. OK QUIT Path: RETRY END x CHNG ERASE OK xxx 8 OK Press ERASE. Erase path? YES NO 9 Path erased 10 This display appears briefly. Path: RETRY END Tree: x SAVE OK QUIT Press YES. 11 Press END. 12 Press SAVE. Save as tree x 13 Press YES. YES OTHR QUIT Tree saved 14 This display appears briefly. CallPilot 150 Telephone Administration Guide 84 Chapter 7 Working with CCR Trees CCR Admin ADMIN P0919416 03 15 Press ® to end the session. 85 Chapter 8 Broadcast and Information messages About Broadcast messages You can send Broadcast messages if you need to send a message to every initialized mailbox on your phone system. Broadcast messages play on all mailboxes initialized with CallPilot. You can send a Broadcast message to announce meetings, special company events, and reminders. Sending a Broadcast message eliminates recording and sending the same message several times. You can change the Broadcast message address. As the System Administrator, you are the only person who can send Broadcast messages. In order to send a Broadcast message, you must know the Broadcast message address. • • If you use the CallPilot interface ·‚‚ is the default Broadcast message address If you use the Norstar Voice Mail interface · is the default Broadcast message address Note: Broadcast messages are not sent to Information or General Delivery mailboxes. To send a Broadcast message you must follow the procedures that apply to the interface you use. For information about checking what interface you use refer to the CallPilot Reference Guide. To record and send a Broadcast message - Norstar Voice Mail 1 Press ≤·°⁄. If you are recording a Broadcast message from a set that has a mailbox, press OTHR. 2 Enter the System Administrator Mailbox number and password. 0 new 0 saved PLAY REC ADMIN 3 Enter the Broadcast message address. · is the default Broadcast message address. Record message: RETRY PAUSE OK 4 At the tone, record your Broadcast message and press OK to end your recording. Log: QUIT RETRY OK CallPilot 150 Telephone Administration Guide 86 Chapter 8 Broadcast and Information messages Accept rec? RETRY PLAY OK 5 Press PLAY to listen to your Broadcast message before sending it or press OK to accept your recording or to press RETRY to re-record your Broadcast message. Your message is delivered to all initialized mailboxes or press ® or • to cancel sending the Broadcast message. 6 Press ® to end the session. To record and send a Broadcast message - CallPilot Mbox: RETRY OK Pswd: RETRY OK To: NAME SPEC DONE EMPTY REC Recording... REREC Rec stopped PLAY DEL P0919416 03 OK SEND 1 Press ≤·°⁄. 2 Enter the System Administrator mailbox number and press OK or £. 3 Enter the System Administrator mailbox password and press OK or £. A mailbox summary is announced. 4 Press COMP or ‡fi to enter the Compose Message option. 5 Enter the Broadcast message address and press OK or £. ·‚‚ is the default Broadcast message address. The Broadcast message address changes if you change the Group List leading digit. 6 Press REC or fi and record the Broadcast message at the tone. 7 Press OK or £ to end your recording or press REREC to erase and re-record the Broadcast message. 8 Press PLAY or ¤ to listen to your message or press SEND or ‡· to send the Broadcast message or press DEL or ‡fl to erase and re-record the Broadcast message. 9 Press ® to end the session. Chapter 8 Broadcast and Information messages 87 Information mailbox messages Your business or departments within your business can use Information mailboxes to provide callers with messages and announcements. You or another person responsible for the Information mailbox can record and update the Information mailbox message. You can use Information mailbox messages to: • • • announce sales provide product lists announce special events Make it easy for callers to access Information mailbox messages by mentioning the Information mailbox in the Automated Attendant, or by asking the operator to route enquiries to the Information mailbox. Callers cannot leave messages in an Information mailbox. Callers automatically disconnect after they listen to an Information mailbox message. About recording an Information mailbox message Before you record an Information mailbox message, you must determine what the message includes. As you prepare the message, be sure to include important times and dates. For example: “Paddy’s Dance Studio proudly presents an extravaganza of dance. The entertainment begins at 8:00 pm on the fourth of July. Toddlers tap is in the White Room. Folk dance is in the Green Room. Classical ballet is in the Pink Room. Contemporary jazz is in the Blue Room. The studio and recital rooms are located at 222 Main Street.” Write the message down and practice reading it aloud. When you are confident the message includes everything you want it to, record the message. If you use a phone system with bilingual capability, you must record the Information mailbox message in both languages. An Information mailbox message can be either a Primary or an Alternate mailbox greeting. Use the procedure “Recording an Information mailbox message” on page 88 to record an Information mailbox message. The messages you record must be longer than three seconds. The system times out after five seconds of silence. CallPilot 150 Telephone Administration Guide 88 Chapter 8 Broadcast and Information messages Recording an Information mailbox message To record an Information mailbox message you must follow the procedures that apply to the interface you use. For information about checking what interface you use refer to the CallPilot Reference Guide. To record an Information mailbox message 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the Information mailbox. Do not enter your mailbox number or password. Enter the mailbox number and password of the Information mailbox. 2 If you use the CallPilot interface: • • Press °¤ to open the Greetings Options menu Go to step 3 If you use the Norstar Voice Mail interface: • • • Press ADMIN or ° Press GREET or ¤ Go to step 3 Greeting options REC CHOOSE CFWD 3 Press REC or ⁄. Greeting options REC CHOOSE CFWD 4 Press PRIME or ⁄ to record the Primary Information mailbox message or press ALT or ¤ to record the Alternate Information mailbox message. Record now? YES NO 5 Press YES or ⁄ and record the message at the tone. Record greeting: RETRY OK 6 Press OK or £ to end the recording. Accept greeting? RETRY PLAY OK 7 Press OK or £ to accept the recording or press PLAY or ⁄ to listen to the greeting or press RETRY or ¤ to rerecord the greeting. 8 Press ® to end the session. P0919416 03 QUIT 89 Chapter 9 CallPilot operations You must reset the CallPilot system if you: • • change the type of phone system you use change the extension number length About resetting CallPilot Warning: Resetting CallPilot erases all Company Greetings, Greeting Tables and mailbox information, including mailbox messages. After you reset CallPilot you must immediately initialize CallPilot. To reset CallPilot Log: QUIT RETRY OK 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. If you reset CallPilot before you do the initial setup, enter the default password 0000. Admin MBOX AA OTHR Pswd: RETRY 2 Press ⁄. This option does not appear as a display button option. 3 Enter ‡‹›fl‡°¤fifi (Reinstall) and press OK. OK To keep your system secure, keep this password secret. Reset database? YES NO 4 Press YES. Resetting... 5 As CallPilot resets the display shows: Resetting … 6 After the system reboots, the display shows the time and date. The CallPilot system takes approximately three minutes to reboot. CallPilot 150 Telephone Administration Guide 90 Chapter 9 CallPilot operations Initializing CallPilot You must initialize CallPilot immediately after you reset the system. To initialize CallPilot Log: QUIT RETRY OK 1 Press ≤·°‹. 2 Enter ¤flfl‹›› (Config) and press OK. App: Voicemail 3 CHNG NEXT Press NEXT. Bilingual? YES NO 4 Press YES or NO. If you do not choose bilingual operation, step 5 does not appear. Primary lang? ENG FRE 5 Select a primary language. Group lists? Y 6 CHNG NEXT Group lists? Y CHNG NEXT 7 Press CHNG to toggle between Y and N. Select Y if you want to enable Group Lists. Press NEXT. If you do not enable Group Lists step 11 does not appear and you go to step 12. Leading digit: 9 8 CHNG NEXT The default Group List leading digit is 9. Press CHNG if you want to enter a new Group List leading digit or press NEXT. Primary UI: xxx 9 CHNG NEXT If you want to change the primary interface press CHNG or Press NEXT. Primary UI: CP 10 Press NEXT. CHNG NEXT Primary UI:NVM 11 Press CHNG to toggle the setting between Norstar Voice Mail and CHNG NEXT CallPilot and press NEXT. System config RETRY Configuring... P0919416 03 OK 12 Press OK. 13 The display shows Configuring... Initialization takes about three seconds. Chapter 9 CallPilot operations 91 14 When the system is initialized, the display shows: System ready and Exit and then shows the time and date. System ready Exit Resetting the System Administrator password You can reset the System Administrator password if you forget it. This is the password that you use for administrative functions. The default password is 0000. After you reset the System Administrator password, you must log on and change the password immediately to prevent a security breach. To reset the System Administrator password Set: xxxx NEXT Pswd: RETRY OK 1 Press ≤·°fi. 2 Press ·. 3 Press ‡‹‡‹°‡fl‡‡·‹ (Resetsmpswd) and press OK or £. Reset Password: 4 YES NO Press YES or £. CallPilot 150 Telephone Administration Guide 92 Chapter 9 CallPilot operations Operator settings With the Operator settings you can: • • • • • • set the Operator status to On or Off change the Operator password reset the Operator password set the Business Status assign CallPilot Line answering change Automated Attendant Status Setting the Operator status Set the Operator status to Yes when your receptionist or operator is available to respond to callers. Set the Operator status to No when your receptionist or designated operator goes for a break, lunch, or leaves in the afternoon. When the Operator Status is set to No, a caller who requests an Operator is informed the Operator is not available, and is transferred to the Automated Attendant to dial another extension or leave a message. To set the Operator status Pswd: RETRY OK 1 Press ≤·°¤. 2 Enter the default operator password fl‡‹‡¤°fl‡ (Operator) and press OK. To change the Operator password, see “Changing the Operator password” on page 93. Atdt avail: N CHNG P0919416 03 NEXT 3 Press CHNG to select Y or N. 4 Press ® to end the session. Chapter 9 CallPilot operations 93 Changing the Operator password You can change the Operator password at any time. It must be between four and eight digits, and cannot begin with a zero. To change the Operator password Pswd: RETRY Atdt avail: N CHNG Pswd: RETRY Atdt avail: N CHNG 1 Press ≤·°¤. 2 Enter the Operator password, or the default Operator password fl‡‹‡¤°fl‡ (Operator) and press OK. 3 Press ‡. 4 Enter a new Operator password between 4 and 8 digits and press OK. 5 Press ® to end the session. OK NEXT OK NEXT Resetting the Operator password You can reset the Operator password if it is forgotten. Resetting the Operator password resets the Operator password to the default of fl‡‹‡¤°fl‡ (Operator). Set: xxxx NEXT Pswd: RETRY OK 1 Press ≤·°fi. 2 Press ‡. 3 Press ‡‹‡‹°fl‡‹‡‡‡·‹ (Resetoperpswd) and press OK or £. Reset Password: 4 YES NO Press YES or £. CallPilot 150 Telephone Administration Guide 94 Chapter 9 CallPilot operations Changing the Operator default extension When callers request to speak to your company Receptionist or Operator, CallPilot transfers the call to the Operator’s extension. You can change the receptionist or designated Operator extension number. Callers can request to speak to your company receptionist or designated Operator if the Automated Attendant voice prompt announces the option and the Operator Status is set to Yes. To change the Operator default extension Pswd: RETRY Atdt avail: Y CHNG Atdt: xxx CHNG OK NEXT OK Ext: RETRY QUIT Atdt: xxx CHNG NEXT 1 Press ≤·°¤. 2 Enter the Operator password and press OK. 3 Press NEXT until you see the display in step 4. 4 Press CHNG. 5 Enter the Operator extension. 6 Press ® to end the session. Callers who request the Operator are transferred to the new extension. If the Operator does not answer, the call is transferred to the General Delivery Mailbox. Setting the Business Status The Business Status setting overrides the Morning, Afternoon, and Evening Greeting Tables. If you set the Business Status to Yes, greetings are played according to the time scheduled in the Greeting Tables. For example, if Business Status is set to Yes, the Morning, Afternoon and Evening Greetings play automatically according to the start times programmed in the Greeting Tables. When the receptionist sets the Business Status to No at the end of the business day or prior to the weekend, the Non-business hours Greeting plays until the receptionist sets the Business Status to Yes. Have the receptionist or designated Operator change the Business Status to Yes in the morning when your company opens. At the end of the business day, have the Receptionist or designated Operator set the Business Status to No. P0919416 03 Chapter 9 CallPilot operations 95 To set the Business Status Pswd: RETRY Atdt avail: Y CHNG OK 1 Press ≤·°¤. 2 Enter the Operator password and press OK. 3 Press NEXT. 4 Press CHNG to toggle between Y and N. 5 Press ® to end the session. NEXT Business open: N CHNG NEXT Changing greetings or the Business Status from a remote telephone You can change a greeting or the Business Status from the dialpad of external tone dial telephone. You must do remote administration through the System Administrator Mailbox. For information about remote administration, refer to the CallPilot Reference Guide. Setting up line answering CallPilot can answer all your Central Office (CO) lines included in line configuration. You can designate whether or not CallPilot answers your company lines. When Answer Lines is enabled, CallPilot answers the incoming calls and presents each caller with the Company Greeting and the Automated Attendant menu. When Answer Lines is disabled, CallPilot does not answer incoming calls. Your receptionist must answer and route incoming calls. For more information about line configuration, refer to “Configuring line answering” on page 49. To assign Answer Lines 1 Press ≤·°¤. 2 Enter the Operator password and press OK. 3 Press NEXT. Business open: N CHNG NEXT 4 Press NEXT. Answer lines? N CHNG NEXT 5 Press CHNG. If you set Answer Lines to N the display shows:Disabling... If you set Answer Lines is set to Y the display shows: Enabling... 6 Press ® to end the session. Pswd: RETRY Atdt aval: N CHNG OK NEXT CallPilot 150 Telephone Administration Guide 96 Chapter 9 CallPilot operations Setting the Automated Attendant status The Automated Attendant plays after the Company Greeting and after a caller leaves a message in a mailbox. The Automated Attendant gives callers a list of options such as entering a mailbox number, accessing the Company Directory or reaching the Operator. You can turn the default Automated Attendant off at any time and record a customized menu prompt. For more information about recording customized menu prompts, refer to “About Company Greetings” on page 43. When the Return to Automated Attendant status is set to No, callers do not have any options after they leaving a message. Callers hear the voice prompt “Message delivered. Exiting the system, good-bye”, and the call ends. You can set the Automated Attendant prompt to No to prevent callers from having lengthy CallPilot sessions, or if you use CallPilot behind a private exchange system. To change the Automated Attendant status 1 Press ≤·°‹. 2 Enter the System Administrator Mailbox number and password, then press OK. 3 Press AA. Auto Atdt Admin GRTG TABLE LINES 4 Press GRTG. Greeting admin GRTG 5 Press AA. 6 Press CHNG. If you select N callers cannot return to the Automated Attendant Menu prompt after they leave a message. 7 Press ® to end the session. Log: QUIT RETRY Admin MBOX AA OK OTHR AA Return to AA: Y CHNG NEXT P0919416 03 Chapter 9 CallPilot operations 97 CallPilot default system options You can change these default CallPilot system options: • • • • • • • • Language Availability Group List leading digit Voicemail Company Directory Outdialing General Delivery Mailbox Software Keycode Administration External Mailbox Initialization Language availability You can disable or enable the CallPilot bilingual option that is assigned during installation. You can change the Primary Language on a bilingual CallPilot system. If you disable bilingual operation or change the Primary Language choice on a bilingual system the change affects: • • • the language designations for Greetings that are assigned to the Automated Attendant voice prompt selections for callers who use the Automated Attendant voice prompt selections for callers who transfer to mailbox greetings To change the language availability and the Primary and Alternate Languages 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press ¤. This option does not appear as a display button option. 3 Press CHNG if you want to toggle the bilingual option between Y and N. Steps 4 and 5 appear only if you have the bilingual option enabled. 4 Press NEXT if you want to change the primary language. Prim lang: NAEng CHNG NEXT 5 Press CHNG to toggle the primary language choices. In this example, North American English is the primary language. Prim lang: NAEng CHNG NEXT 6 Press NEXT. Log: QUIT Admin MBOX RETRY OK AA OTHR Bilingual:Y CHNG NEXT Bilingual:Y CHNG NEXT CallPilot 150 Telephone Administration Guide 98 Chapter 9 CallPilot operations Sec lang: CHNG NASpa NEXT 7 Press CHNG to toggle the secondary language choices. In this example, North American Spanish is the secondary language. 8 Press ® to end the session. Group List leading digit When CallPilot is installed, a number from 0 to 9 is assigned as the Group List leading digit. The default Group List leading digit is 9, and 901 to 999 is your range of Group Lists. You can change the Group List leading digit. If you change the leading digit to 5, the Group List numbers change to 501 to 599. The Group List numbers are always three digits long. Note: You cannot change the Group List leading digit to a number that conflicts with mailbox numbers. For example, if your company has mailboxes ranging from 500 to 720, you cannot choose 5, 6 or 7 as the Group List leading digit. To change the Group List leading digit 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press ¤. This option does not appear as a display button option. 3 Press NEXT. Prim lang: xxx CHNG NEXT 4 Press NEXT. Sec lang: CHNG 5 Press NEXT. Group lists:Y CHNG NEXT 6 Press NEXT. Leading digit: 9 CHNG NEXT 7 Press CHNG. Leading digit: RETRY 8 Enter the new leading digit and press OK. 9 Press ® to end the session. Log: QUIT RETRY Admin MBOX AA OTHR Bilingual:Y CHNG P0919416 03 OK NEXT xxx NEXT OK Chapter 9 CallPilot operations 99 Voicemail Voicemail is enabled by default. You can disable or re-enable voicemail at any time. When voicemail is enabled, callers who reach an extension that is not answered or is busy transfer to the extension’s mailbox. If you disable voicemail: • • • • • external callers cannot leave a message in a mailbox external callers who use the Automated Attendant can still access Information Mailboxes or press ‚ to reach the Operator Subscribers can still record and send messages from their mailbox to other CallPilot mailboxes CallPilot users still can leave a message in a mailbox using the Leave Message feature (≤·°‚) CallPilot users still can transfer internal calls to another mailbox using the Voicemail Transfer feature (≤·°fl) To enable or disable voicemail Log: QUIT Admin MBOX RETRY AA Voice Mail:Y CHNG OK OTHR NEXT 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press ›. This option does not appear as a display button option. 3 Press CHNG to toggle between Y and N. 4 Press ® to end the session. CallPilot 150 Telephone Administration Guide 100 Chapter 9 CallPilot operations Company Directory The Company Directory is an internal voice and text list of the names of mailbox owners with initialized mailboxes who are included in the directory. Callers can use the Company Directory to search for mailboxes by a recorded or a text name. The Company Directory is enabled by default. You can set whether callers can search the Company Directory by first name, last name or first and last names. For example, if a caller enters James, the names Jesse James and James Bond appear if the Company Directory option specifies both first and last names. If you disable the Company Directory: • • the DIR button option does not appear on two line display telephones when a subscriber sends a message from their mailbox or uses the Leave Message feature (≤·°‚) the prompt “Press £ to use the Directory” does not play: • to callers who use the Automated Attendant • to subscribers who send a message from their mailbox or use the Leave Message feature (≤·°‚) To enable or disable the Company Directory Log: QUIT RETRY Admin MBOX AA OK OTHR Voice Mail:Y CHNG NEXT Dir avail:Y CHNG NEXT Match: Firstname CHNG OK P0919416 03 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press ›. This option does not appear as a display button option. 3 Press NEXT. 4 Press NEXT to choose a search mode or press CHNG to toggle between Y and No. 5 Press OK to search by first name or press CHNG to select last name or first and last names. 6 Press ® to end the session. Chapter 9 CallPilot operations 101 Outdialing You can designate the maximum number of voice channels that CallPilot can use at one time to place outgoing calls. The default number of voice channels assigned for outdialing is one (1). Outdialing calls are placed when you use Off-premise Message Notification, Outbound Transfer or AMIS networking. Set Outdialing channels to no more than half of the total channels available on CallPilot. Ensure you reserve enough channels to accommodate incoming calls. Note: Enable Outbound Transfer only for users who require this feature. Outbound Transfer increases the likelihood of unauthorized use of the CallPilot system. For more information on Off-premise Message Notification and Outbound Transfer features, refer to “Class of Service values” on page 20. To designate the number of channels for outdialing Log: QUIT RETRY Admin MBOX AA OK OTHR Num of chans: 1 CHNG OK Num of chans: RETRY OK 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press fi. This option does not appear as a display button option. 3 Press CHNG. 4 Enter the number of channels, between 1 and 4, that you want to use for outdialing and press OK. 5 Press ® to end the session. CallPilot 150 Telephone Administration Guide 102 Chapter 9 CallPilot operations General Delivery Mailbox The General Delivery Mailbox is your company mailbox. Messages can be left in the General Delivery Mailbox for: • • employees who do not have their own mailbox external callers using a a rotary dial telephone The General Delivery Mailbox is enabled by default. You can enable or disable the General Delivery Mailbox as required by your company. If you disable the General Delivery Mailbox: • • external calls that are usually directed to the General Delivery Mailbox are not allowed the Automated Attendant does not transfer external callers to the General Delivery mailbox. External callers are directed back to the Automated Attendant or a CCR prompt, or their call is disconnected after they leave a message. To enable or disable the General Delivery Mailbox Log: QUIT RETRY Admin MBOX AA Gen Delivery:Y CHNG P0919416 03 OK OTHR OK 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press fl. This option does not appear as a display button option. 3 Press CHNG to toggle between Y and N or press OK to accept the setting. 4 Press ® to end the session. Chapter 9 CallPilot operations 103 Enabling a software authorization code With software authorization codes you can add more CallPilot mailboxes or options to your system. Contact your vendor if you want to trial or purchase a software authorization code. To enable a software authorization code 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press ››. This option does not appear as a display button option. 3 Press ADD to display the system identification number or press VIEW to view the options that are enabled on the CallPilot system. 4 The display shows the system identification number. Press OK. 5 Enter the first eight numbers of the software authorization code and then press OK. 6 Enter the second eight numbers of the software authorization code and then press OK. 7 Enter the last eight numbers of the software authorization code and then press OK.
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