Nortel Networks Answering Machine 150 Users Manual CallPilot Telephone Administration Guide

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Part No. P0919416 03

CallPilot 150
Telephone Administration
Guide

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

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

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

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

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

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

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.

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Chapter 1 Getting started with CallPilot

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

Chapter 1 Getting started with CallPilot

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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

Display buttons

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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

Name:
RETRY

BKSP

P
RETRY

BKSP

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

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:

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Chapter 2 Using CallPilot

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

≤

Handsfree

Bottom right-hand
button

Hold

≥ú

Volume Control

√

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.

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Chapter 2 Using CallPilot

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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...

0000

120000

102

0000

1020000

1002

0000

10020000

10002

0000

100020000

100002

0000

1000020000

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.

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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...

0000

100000

100

0000

1000000

1000

0000

10000000

10000

0000

100000000

100000

0000

1000000000

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.

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Chapter 3 CallPilot mailboxes

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.

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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.
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Chapter 3 CallPilot mailboxes

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).

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Chapter 3 CallPilot mailboxes

Class of Service values
Class of Service

Prompt language

Mailbox message time (in minutes)

Message length (in minutes)

Message retention period (in days)

Greeting length (in minutes)

Off-premise Message Notification

Retry intervals (in minutes)

Number of attempts

Outbound Transfer

Incorrect pswd attempts

Password expiry (in days)

Networking*

Target Attendant

Call Record

Mailbox UI

The interface selected from the Installation Wizard as the primary interface.

Class of Service

Prompt language

Mailbox message time (in minutes)

120

Message length (in minutes)

Message retention period (in days)

365

Greeting length (in minutes)

Off-premise Message Notification

Retry intervals (in minutes)

Number of attempts

Outbound Transfer

Incorrect pswd attempts

Password expiry (in days)

Networking*

Target Attendant

Call Record

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

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Chapter 3 CallPilot mailboxes

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.

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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.

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Chapter 3 CallPilot mailboxes

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.

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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

Again:
RETRY

Record name:
RETRY

Accept name:
RETRY PLAY

P0919416 03

Press ≤·°⁄.

Log on by following the voice prompts.

This display appears briefly to indicate that you must change your
password.

Enter a new password from four to eight digits long that does not
start with zero.
Press OK or £.

Reenter your new mailbox password and press OK or £.

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.

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.

Press ® to end the session.

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

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press MBOX.

OTHR

Mailbox Admin
3
DEL
CHNG
ADD

Mbox:
RETRY

QUIT

Type:subscriber
5
NEXT
OK
Ext:
RETRY

Service class:
RETRY

Name:
RETRY

BKSP

Press ADD.
Enter the mailbox number.
Press OK.

Enter the extension number.

Enter a Class of Service from 1 to 16.

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

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.

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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

Accept: x
RETRY

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

Msg line: xx
CHNG

Xfers:blind
CHNG

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

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Chapter 4 Working with mailboxes

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

OTHR

Press ≤·°‹.
Enter the System Administrator mailbox number and password,
and then press OK.

Press MBOX.

Mailbox Admin
3
ADD
DEL
CHNG
Mbox:
RETRY

QUIT

Type:subscriber
5
NEXT
OK
Ext:
RETRY

Service class:
RETRY

Name:
RETRY

BKSP

Press ADD.
Enter the Guest Mailbox number.
Press OK.

Press OK or £.

Enter a Class of Service from 1 to 16.

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

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

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

OTHR

Press ≤·°‹.
Enter the System Administrator mailbox number and password,
and then press OK.

Press MBOX.

Mailbox Admin
3
ADD
DEL
CHNG
Mbox:
RETRY

QUIT

Press ADD.
Enter the Information Mailbox number.

Type: subscriber
5
NEXT
OK

Press NEXT.

Type:information
6
NEXT
OK

Press OK.

Service class:
RETRY

Name:
NEXT

BKSP

Directory?
YES
NO

Enter a Class of Service from 1 to 16.

Enter the mailbox name and press OK.
For information on entering names using the telephone dialpad,
refer to “Using the dialpad” on page 12.

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

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

Press ≤·°‹.
Enter the System Administrator mailbox number and password,
and then press OK.

Press ﬂﬂ.
This option does not appear as a display button option.

This display appears briefly.

Enter the extension number to start creating mailboxes from.

Enter the extension number to stop creating mailboxes at.

OTHR

Create mboxes
From ext:
RETRY

QUIT

To ext:
RETRY

QUIT

CallPilot 150 Telephone Administration Guide

Chapter 4 Working with mailboxes

Service class:
RETRY

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

Accept: x
RETRY

Xfers:blind
CHNG

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

14 Press OK to end the session.

Chapter 4 Working with mailboxes

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

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.

Press MBOX.

Mailbox Admin
3
ADD
DEL
CHNG

Press CHNG.

Log:
QUIT

RETRY

Admin
MBOX

OTHR

Mbox:
DIR

QUIT

Password
RESET

Password reset
Password
RESET

P0919416 03

Enter the mailbox number or press DIR to use the Company
Directory.

If you want to change the password press RESET
or
press NEXT to change other mailbox settings and go to step 8.

The password is reset.

Press NEXT to change other mailbox settings
or
press ® to end the session.

Chapter 4 Working with mailboxes

Ext: xx
CHNG

Ext: xx
RETRY

QUIT

If you want to change the extension number, press CHNG
or
press NEXT and go to step 10.

Enter the new extension number and press NEXT.

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

xxxxx, xx
CHNG

Directory:Y
CHNG

CHNG

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

Chapter 4 Working with mailboxes

xxxx:
RETRY

Accept: x
RETRY

Alt1 ext: xx
CHNG

Alt1 ext:
RETRY

Alt1 ext: xx
CHNG

Alt2 ext:xxx
RETRY

Msg line:xxx
CHNG

Msg line:
RETRY

Msg line: xx
CHNG

Xfers:blind
CHNG

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

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

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press MBOX.

OTHR

Mailbox Admin
3
CHNG
ADD
DEL
Mbox:
DIR

QUIT

5
DEL
QUIT
Mailbox deleted

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

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

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Chapter 4 Working with mailboxes

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

OTHR

Admin
GLIST

CCR

OTHR

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press OTHR.

Press GLIST.

Group List Admin
4
DEL
CHNG
ADD
GList: xxx
OK
Record name:
RETRY

Accept name?
RETRY
PLAY

Name:
RETRY

BSKP

Mbox:
DIR

QUIT

Press ADD.

Press OK.
CallPilot assigns a Group List number automatically.

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.

To listen to your recording, press PLAY
or
to accept the recording, press OK
or
to record the name again, press RETRY.

Enter the Group List name (maximum 16 characters) and press OK.

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

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

Admin
GLIST

CCR

OTHR

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press OTHR.

Press GLIST.

Group List Admin
4
ADD
DEL
CHNG
GList:
RETRY

QUIT

xxxxxxx
CHNG

Name:
RETRY

BKSP

xxxxxx
CHNG

OK
NEXT

Enter the number of the Group List you want to change.

To change the Group List name, press CHNG.
or
press NEXT and go to step 9.

Enter the new Group List name and press OK.

Press NEXT.

Recorded name:
9
REC
PLAY
NEXT

Record name:
RETRY

Accept name?
RETRY
PLAY

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

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

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

OTHR

Admin
GLIST

CCR

OTHR

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press OTHR.

Press GLIST.

Group List Admin
4
CHNG
ADD
DEL
GList:
RETRY

5
QUIT

6
QUIT
DEL
GList deleted

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.

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

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

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.”

Afternoon Greeting: “Good afternoon. You have reached Touchstone Marketing.”

Evening Greeting: “Good evening. You have reached Touchstone Marketing.”

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

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

OTHR

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press AA.

Auto Atdt Admin
3
GRTG TABLE LINES

Press GRTG.

Enter the number of the Greeting you want to record (from 1 to 40)
and press OK.

Press REC. At the tone, record your greeting.
Do not hang up the handset when you are finished recording.

Greeting admin
GRTG

Greeting:
RETRY

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.

P0919416 03

Press ® to end the session.

Chapter 5 Setting up the Automated Attendant

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

Chapter 5 Setting up the Automated Attendant

To set up a Greeting Table
Log:
QUIT

RETRY

Admin
MBOX

OTHR

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press AA.

Auto Atdt Admin
3
GRTG TABLE LINES
Grtg table:
RETRY

AA menu prompt: Y
5
CHNG
OK
Prompt: pri
PLAY
REC

Accept prompt?
RETRY
PLAY

Greeting:
RETRY
Morning:
CHNG
PLAY

OK
NEXT

Afternoon:2
CHNG PLAY

Evening:3
CHNG PLAY

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.

Press OK.

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

16 Press CHNG.

Ext:
RETRY

QUIT

Atdt:
CHNG

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

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

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

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

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press AA.

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

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

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press AA.

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.

P0919416 03

When you are finished viewing and changing lines
press ® to end the session.

Chapter 5 Setting up the Automated Attendant

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

OTHR

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press AA.

Auto Atdt Admin
3
GRTG TABLE LINES
Line number:
RETRY

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

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

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

OTHR

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press AA.

Auto Atdt Admin
3
GRTG TABLE LINES
TT gate:none
CHNG

TT gate:std
CHNG

P0919416 03

Enter ⁄.

Touchtone Gate is not enabled by default.
Press CHNG to change to enable Touchtone Gate or to choose a
custom voice prompt.

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

Greeting:
RETRY

TT Greeting: x
RETRY

Press NEXT to choose the custom voice prompt
or
press CHNG to disable Touchtone Gate.

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.

Enter the custom voice prompt Greeting number and press OK.

Press OK to accept the new Greeting number.

10 Press ® to end the session.

CallPilot 150 Telephone Administration Guide

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

313

Incoming number 3148888 is compared to all of
the table entries, and does not match any
destination.

416598

Incoming number 4165981111 matches
destination 2.

416

Incoming number 4169998888 matches
destination 3.

5198853895

Incoming number 5198853895 matches
destination 4.

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

To route a phone number
Log:
QUIT

RETRY

Admin
MBOX

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Enter ⁄⁄.

OTHR

Call id table
3
ADD
CHNG
QUIT
Ph:
RETRY

Destination
TABLE
EXT

OTHR

Press ADD.

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.

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

Chapter 5 Setting up the Automated Attendant

To change or delete a phone number in the CLID Routing Table
Log:
QUIT

RETRY

Admin
MBOX

OTHR

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Enter ⁄⁄.

Call id table
3
ADD
CHNG
QUIT
Ph:
RETRY

Ph:XXXXXX
CHNG
NEXT

OTHR

Ph:XXXXXX
DEL
PH

QUIT

P0919416 03

Press CHNG.

Enter the phone number you want to change or delete and press OK.

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.

Press DEL to delete the phone number from the table.

Press ® to end the session.

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

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

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

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

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

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

Chapter 6 Custom Call Routing

P0919416 03

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

Assign the CCR Tree to a Greeting Table.
You can assign a CCR Tree for each time of day.

Test the CCR Tree

CallPilot 150 Telephone Administration Guide

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

Admin
GLIST

CCR

Press OTHR.

Press CCR.

Press ADMIN.

Enter a Tree number from 1 to 8 and press OK.

Press BUILD.

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

Accept prompt?
RETRY PLAY

Path:
RETRY

END

Tree: x
SAVE
PRINT

QUIT

Pick up the handset and press REC.

At the tone, record your Home Menu or Information message and
press OK to end the recording.
Do not replace the handset.

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

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

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

Admin
GLIST

CCR

OTHR

CCR Admin
ADMIN
CCR tree:
RETRY

Tree enabled

Tree: x
CHNG
Path:
RETRY

x
MENU

QUIT
END

INFO

OTHR

Rec pri prompt:
RETRY

Accept prompt?
RETRY PLAY

P0919416 03

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree you want to add a Menu node to
and press OK.

If you have assigned the CCR Tree to a Greeting Table this display
appears briefly.

Press CHNG,

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.

Press MENU.

10 Pick up the handset and press REC.
At the tone, record the prompt.

Primary prompt
REC

Rec alt prompt?
YES
NO

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

Tree: x
SAVE PRINT

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

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

Admin
GLIST

CCR

CCR tree:
RETRY

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree you want to add an Information
node to and press OK.

Press CHNG,

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.

Press INFO.

Pick up the handset and press REC.
At the tone, record your Information mailbox message.

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

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

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

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

Admin
GLIST

CCR

OTHR

CCR Admin
ADMIN
CCR tree:
RETRY

Tree: x
CHNG PRINT
Path:
RETRY

END

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree you want to add a Mailbox node
to and press OK.

Press CHNG,

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.

Press OTHR.

Press LVMSG.

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

QUIT

10 Enter the mailbox number
or
press DIR to access the Company Directory.

Chapter 7 Working with CCR Trees

Destination?
PREV
HOME

DISC

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

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

Admin
GLIST

CCR

QUIT
END

x
MENU

INFO

OTHR

x
XFER

LVMSG

OTHR

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree you want to add a Transfer node
to and press OK.

Press CHNG,

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.

Press OTHR.

Press XFER.

10 Press INT.

Transfer
EXT
INT
Ext:
RETRY
Path:
RETRY

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

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

Admin
GLIST

CCR

OTHR

CCR Admin
ADMIN
CCR tree:
RETRY

Tree: x
CHNG
Path:
RETRY

QUIT
END

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree you want to add a Transfer node
to and press OK.

Press CHNG,

CallPilot 150 Telephone Administration Guide

Chapter 7 Working with CCR Trees

x
MENU

INFO

OTHR

x
XFER

LVMSG

OTHR

Press OTHR.

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

Accept: x
RETRY

Ph:
RETRY

xxxxxxx
ADD

Path:
RETRY

END

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

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

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

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press AA.

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

Enter the number of the CCR Tree that you want to assign to the
Greeting Table for the morning.

Tree enabled

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

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

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press AA.

OTHR

Auto Atdt Admin
3
GRTG TABLE LINES
Grtg table:
RETRY

Morning:1
CHNG PLAY

Press TABLE.

Enter the Greeting Table number and press OK twice.

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

Press DISABLE.

Tree disabl ed

This display appears briefly.

Press ® to end the session.

CallPilot 150 Telephone Administration Guide

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.

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree you want to delete and press OK.

Press °.

Delete tree x?
YES
NO

Press YES.

Tree deleted

This display appears briefly.

CCR Admin
ADMIN

Press ® to end the session.

Log:
QUIT

RETRY

Admin
MBOX

OTHR

Admin
GLIST

CCR

OTHR

CCR Admin
ADMIN
CCR tree:
RETRY
Tree: x
CHNG

P0919416 03

OK
QUIT

Chapter 7 Working with CCR Trees

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

Admin
GLIST

CCR

OTHR

CCR Admin
ADMIN
CCR tree:
RETRY

Tree: x
CHNG
PRINT

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree that you want to change and press
OK.

Press CHNG.

Enter the Path of the node you want to change and press OK.

QUIT

Path:
RETRY

END

x
CHNG

ERASE

xxxx 8
OK

Primary rec?
REC
PLAY

9
NEXT

Rec pri prompt:
RETRY

Accept prompt?
RETRY PLAY

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

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

Chapter 7 Working with CCR Trees

Changing a Mailbox node
To change a Mailbox node
Log:
QUIT

RETRY

Admin
MBOX

Admin
GLIST

CCR

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree that you want to change and press
OK.

Press CHNG.

Enter the Path of the node you want to change and press OK.

OTHR

CCR Admin
ADMIN
CCR tree:
RETRY

Tree: x
CHNG

QUIT

Path:
RETRY

END

x
CHNG

ERASE

LvMsg 8
OK

Press CHNG.

Mbox: xx
CHNG

Mbox:
DIR

QUIT

Dest:
CHNG

Path:
RETRY

END

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

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

Admin
GLIST

CCR

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree that you want to change and
press OK.

Press CHNG.

Enter the Path number of the node you want to change and press OK.

Tree: x
CHNG

QUIT

Path:
RETRY

END

x
CHNG

ERASE

OK
xxx 8
OK

Mbox: xx
CHNG

Dest: xxxx
CHNG
Destination?
PREV
HOME

OK
DISC

Dest: xxxx
CHNG

Path:
RETRY

Tree: x
SAVE

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

OTHR

CCR Admin
ADMIN
CCR tree:
RETRY

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

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

Admin
GLIST

CCR

OTHR

CCR Admin
ADMIN
CCR tree:
RETRY

Tree: x
CHNG

QUIT

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree that you want to change and
press OK.

Press CHNG.

Enter the Path number of the node you want to change and press OK.

Path:
RETRY

END

x
CHNG

ERASE

Xfer 8
OK

Press CHNG.

Ext: xx
CHNG

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

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.

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

Admin
GLIST

CCR

OTHR

CCR Admin
ADMIN
CCR tree:
RETRY

Tree: x
CHNG

Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK.

Press OTHR.

Press CCR.

Press ADMIN.

Enter the number of the CCR Tree that you want to change and
press OK.

Press CHNG.

Enter the Path number you want to delete and press OK.

QUIT

Path:
RETRY

END

x
CHNG

ERASE

xxx 8
OK

Press ERASE.

Erase path?
YES
NO

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

Chapter 7 Working with CCR Trees

CCR Admin
ADMIN

P0919416 03

15 Press ® to end the session.

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.

Enter the System Administrator Mailbox number and password.

0 new 0 saved
PLAY
REC ADMIN

Enter the Broadcast message address.
· is the default Broadcast message address.

Record message:
RETRY PAUSE
OK

At the tone, record your Broadcast message and
press OK to end your recording.

Log:
QUIT

RETRY

CallPilot 150 Telephone Administration Guide

Chapter 8 Broadcast and Information messages

Accept rec?
RETRY
PLAY

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.

Press ® to end the session.

To record and send a Broadcast message - CallPilot

Mbox:
RETRY

Pswd:
RETRY

To:
NAME

SPEC

DONE

EMPTY
REC
Recording...
REREC

Rec stopped
PLAY
DEL

P0919416 03

SEND

Press ≤·°⁄.

Enter the System Administrator mailbox number and
press OK or £.

Enter the System Administrator mailbox password and
press OK or £.
A mailbox summary is announced.

Press COMP or ‡ﬁ to enter the Compose Message option.

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.

Press REC or ﬁ and record the Broadcast message at the tone.

Press OK or £ to end your recording
or
press REREC to erase and re-record the Broadcast message.

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.

Press ® to end the session.

Chapter 8 Broadcast and Information messages

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

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.

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

Press REC or ⁄.

Greeting options
REC CHOOSE CFWD

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

Press YES or ⁄ and record the message at the tone.

Record greeting:
RETRY
OK

Press OK or £ to end the recording.

Accept greeting?
RETRY
PLAY
OK

Press OK or £ to accept the recording
or
press PLAY or ⁄ to listen to the greeting
or
press RETRY or ¤ to rerecord the greeting.

Press ® to end the session.

P0919416 03

QUIT

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

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

OTHR

Pswd:
RETRY

Press ⁄.
This option does not appear as a display button option.

Enter ‡‹›ﬂ‡°¤ﬁﬁ (Reinstall)
and press OK.

To keep your system secure, keep this password secret.
Reset database?
YES
NO

Press YES.

Resetting...

As CallPilot resets the display shows: Resetting …

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

Chapter 9 CallPilot operations

Initializing CallPilot
You must initialize CallPilot immediately after you reset the system.

To initialize CallPilot

Log:
QUIT

RETRY

Press ≤·°‹.

Enter ¤ﬂﬂ‹›› (Config) and press OK.

App: Voicemail
3
CHNG
NEXT

Press NEXT.

Bilingual?
YES NO

Press YES or NO.
If you do not choose bilingual operation, step 5 does not appear.

Primary lang?
ENG
FRE

Select a primary language.

Group lists? Y
6
CHNG
NEXT
Group lists? Y
CHNG
NEXT

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

12 Press OK.
13 The display shows Configuring...
Initialization takes about three seconds.

Chapter 9 CallPilot operations

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

Press ≤·°ﬁ.

Press ·.

Press ‡‹‡‹°‡ﬂ‡‡·‹ (Resetsmpswd)
and press OK or £.

Reset Password:
4
YES
NO

Press YES or £.

CallPilot 150 Telephone Administration Guide

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

Press ≤·°¤.

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

Press CHNG to select Y or N.

Press ® to end the session.

Chapter 9 CallPilot operations

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

Press ≤·°¤.

Enter the Operator password, or the default Operator password
ﬂ‡‹‡¤°ﬂ‡ (Operator) and press OK.

Press ‡.

Enter a new Operator password between 4 and 8 digits
and press OK.

Press ® to end the session.

NEXT
OK

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

Press ≤·°ﬁ.

Press ‡.

Press ‡‹‡‹°ﬂ‡‹‡‡‡·‹ (Resetoperpswd)
and press OK or £.

Reset Password:
4
YES
NO

Press YES or £.

CallPilot 150 Telephone Administration Guide

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

Press ≤·°¤.

Enter the Operator password and press OK.

Press NEXT until you see the display in step 4.

Press CHNG.

Enter the Operator extension.

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

To set the Business Status

Pswd:
RETRY
Atdt avail: Y
CHNG

Press ≤·°¤.

Enter the Operator password and press OK.

Press NEXT.

Press CHNG to toggle between Y and N.

Press ® to end the session.

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 ≤·°¤.

Enter the Operator password and press OK.

Press NEXT.

Business open: N
CHNG
NEXT

Press NEXT.

Answer lines? N
CHNG
NEXT

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...

Press ® to end the session.

Pswd:
RETRY
Atdt aval: N
CHNG

OK
NEXT

CallPilot 150 Telephone Administration Guide

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 ≤·°‹.

Enter the System Administrator Mailbox number and password,
then press OK.

Press AA.

Auto Atdt Admin
GRTG TABLE LINES

Press GRTG.

Greeting admin
GRTG

Press AA.

Press CHNG.
If you select N callers cannot return to the Automated Attendant
Menu prompt after they leave a message.

Press ® to end the session.

Log:
QUIT

RETRY

Admin
MBOX

OTHR

Return to AA: Y
CHNG
NEXT

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Chapter 9 CallPilot operations

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.

Press ¤.
This option does not appear as a display button option.

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.

Press NEXT if you want to change the primary language.

Prim lang: NAEng
CHNG
NEXT

Press CHNG to toggle the primary language choices.
In this example, North American English is the primary language.

Prim lang: NAEng
CHNG
NEXT

Press NEXT.

Log:
QUIT

Admin
MBOX

RETRY

OTHR

Bilingual:Y
CHNG

CallPilot 150 Telephone Administration Guide

Chapter 9 CallPilot operations

Sec lang:
CHNG

NASpa
NEXT

Press CHNG to toggle the secondary language choices.
In this example, North American Spanish is the secondary
language.

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.

Press ¤.
This option does not appear as a display button option.

Press NEXT.

Prim lang: xxx
CHNG
NEXT

Press NEXT.

Sec lang:
CHNG

Press NEXT.

Group lists:Y
CHNG
NEXT

Press NEXT.

Leading digit: 9
CHNG
NEXT

Press CHNG.

Leading digit:
RETRY

Enter the new leading digit and press OK.

Press ® to end the session.

Log:
QUIT

RETRY

Admin
MBOX

OTHR

Bilingual:Y
CHNG

P0919416 03

xxx
NEXT

Chapter 9 CallPilot operations

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

Voice Mail:Y
CHNG

OTHR

Press ≤·°‹.
Enter the System Administrator mailbox number and password,
and then press OK.

Press ›.
This option does not appear as a display button option.

Press CHNG to toggle between Y and N.

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

OTHR

Voice Mail:Y
CHNG

Dir avail:Y
CHNG

Match: Firstname
CHNG
OK

P0919416 03

Press ≤·°‹.
Enter the System Administrator mailbox number and password,
and then press OK.

Press ›.
This option does not appear as a display button option.

Press NEXT.

Press NEXT to choose a search mode
or
press CHNG to toggle between Y and No.

Press OK to search by first name
or
press CHNG to select last name or first and last names.

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

OTHR

Num of chans: 1
CHNG

Num of chans:
RETRY

Press ≤·°‹.
Enter the System Administrator mailbox number and password,
and then press OK.

Press ﬁ.
This option does not appear as a display button option.

Press CHNG.

Enter the number of channels, between 1 and 4, that you want to
use for outdialing and press OK.

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

Gen Delivery:Y
CHNG

P0919416 03

OTHR

Press ≤·°‹.
Enter the System Administrator mailbox number and password,
and then press OK.

Press ﬂ.
This option does not appear as a display button option.

Press CHNG to toggle between Y and N
or
press OK to accept the setting.

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.

Press ››.
This option does not appear as a display button option.

Press ADD to display the system identification number
or
press VIEW to view the options that are enabled on the CallPilot
system.

The display shows the system identification number.
Press OK.

Enter the first eight numbers of the software authorization code and
then press OK.

Enter the second eight numbers of the software authorization code
and then press OK.

Enter the last eight numbers of the software authorization code and
then press OK.

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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

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