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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.
Contents 3 Contents Chapter 1 Getting started with CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 CallPilot features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 . .
Contents 5 Chapter 7 Working with CCR Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Building a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Creating a Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Adding nodes to the Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Adding a Menu node . . .
Contents CallPilot default system options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Language availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Group List leading digit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
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.
Chapter 1 Getting started with CallPilot 9 How to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.nortelnetworks.com/itas/ email: naitas@nortelnetworks.
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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.
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.
Chapter 2 Using CallPilot 13 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. Convention Example Word is in a special font (in the top Pswd: line of the display) Used for Command line prompts on display telephones. Underlined word in capital letters (on the bottom line of a two line display telephone) PLAY Display option. Available on two line display telephones.
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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.
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.
Chapter 3 CallPilot mailboxes 17 Guest mailboxes Create Guest mailboxes for people who do not have an operating extension but require a mailbox. A Guest mailbox must be initialized by the mailbox owner before it can receive messages. When you create Guest mailboxes, assign mailbox numbers that begin with the same digit. This identifies the mailbox type. Create Guest mailbox numbers that begin with a digit that is different than the Subscriber mailbox numbers.
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.
Chapter 3 CallPilot mailboxes 19 Mailbox Class of Service Class of Service (COS) values reduce the amount of programming you do when you add a mailbox. Instead of entering values for several features, you can select the COS appropriate for a mailbox. You enter the COS when you add the mailbox and the system uses the associated values. The COS tables, shown in “Class of Service values” on page 20 have preset values.
Chapter 3 CallPilot mailboxes Class of Service values Class of Service 1 2 3 4 5 6 7 8 Prompt language P A P A P A P A Mailbox message time (in minutes) 15 15 15 15 5 5 20 20 Message length (in minutes) 3 3 7 7 3 3 2 2 Message retention period (in days) 30 30 0 0 7 7 15 15 Greeting length (in minutes) 1 1 1 1 1 1 10 10 Off-premise Message Notification Y Y Y Y N N Y Y Retry intervals (in minutes) 5 5 10 10 15 15 30 30 Number of atte
Chapter 3 CallPilot mailboxes 21 Mailbox properties Apart from mailbox Class of Service settings, you can change these mailbox properties: • • • • • • Company Directory Message Waiting Notification Outdial route Alternate extensions Express Messaging Line Call Screening Mailbox properties are not included in a Class of Service. When you add a mailbox, you can change these options without changing the Class of Service.
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.
Chapter 3 CallPilot mailboxes 23 Call Screening Call Screening lets subscribers determine who is calling before they accept a call. Call Screening is useful if there is no Caller ID available. The system records the caller’s name, calls the subscriber’s telephone, announces the name of the caller and offers options such as accepting the call or taking a message.
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.
Chapter 4 Working with mailboxes Adding a Subscriber mailbox Assign all Subscriber mailboxes mailbox numbers that begin with the same digit. This helps you to identify the mailbox type. If the system times out before you enter all the values for a mailbox, use the procedures in “Changing a mailbox” on page 32 to finish setting up the mailbox. To add a Subscriber mailbox Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK.
Chapter 4 Working with mailboxes Outdial: 12 Press NEXT if you want to use a line CHNG NEXT or press CHNG if you want to use a line within a line pool. xxxx: RETRY OK Accept: x RETRY OK 13 Enter the Line or Pool number and press OK. Line numbers must be between 1 and 500. Although line pools are labelled by a letter such as A, B or C, CallPilot accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on. 14 Press OK.
Chapter 4 Working with mailboxes 27 Adding a Guest mailbox Assign all Guest mailboxes mailbox numbers that begin with the same digit. This helps you to identify the mailbox type. To add a Guest mailbox Log: QUIT Admin MBOX RETRY AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press MBOX. Mailbox Admin 3 ADD DEL CHNG Mbox: RETRY QUIT 4 Type:subscriber 5 NEXT OK Ext: RETRY OK Service class: RETRY OK Name: RETRY OK BKSP Press ADD.
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.
Chapter 4 Working with mailboxes 29 Adding many mailboxes You can save time by creating multiple mailboxes when you set up CallPilot 150 for the first time, or when you need to add a large number of mailboxes to the CallPilot system. Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you define. You must use extensions that are not already assigned to mailboxes.
Chapter 4 Working with mailboxes Service class: RETRY OK 6 Enter a Class of Service from 1 to 16. Outdial: 7 CHNG NEXT Press NEXT if you do not want to assign outdialing and go to step 11 or press CHNG. Outdial: 8 CHNG NEXT Press NEXT if you want to use a line or press CHNG if you want to use a line within a line pool. xxxx: RETRY OK Accept: x RETRY OK Xfers:blind CHNG NEXT Proceed? YES QUIT Enter the Line or Pool number and press OK.
Chapter 4 Working with mailboxes 31 About mailbox passwords Each mailbox is protected by a password established by the mailbox owner. When you add a mailbox to CallPilot Manager, the password 0000 is assigned. This is the default password. To use a mailbox, a mailbox owner must change the default password. The new password must be four to eight digits in length and cannot start with a zero. If a mailbox owner cannot remember the password, you can reset the password to the default password 0000.
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.
Chapter 4 Working with mailboxes Ext: xx CHNG NEXT Ext: xx RETRY QUIT 8 If you want to change the extension number, press CHNG or press NEXT and go to step 10. 9 Enter the new extension number and press NEXT. 33 Service class:x 10 If you want to change the Class of Service, press CHNG CHNG NEXT or press NEXT and go to step 12. Service class: x 11 Enter a Class of Service from 1 to 16 and press NEXT.
Chapter 4 Working with mailboxes xxxx: RETRY OK Accept: x RETRY OK Alt1 ext: xx CHNG Alt1 ext: RETRY NEXT OK Alt1 ext: xx CHNG NEXT Alt2 ext:xxx RETRY OK Alt2 ext:xxx RETRY OK Msg line:xxx CHNG NEXT Msg line: RETRY OK Msg line: xx CHNG NEXT Xfers:blind CHNG NEXT 20 Enter the Line or Pool number and press OK. Line numbers must be between 1 and 500. Although line pools have a letter such as A, B or C, CallPilot accepts only numbers.
Chapter 4 Working with mailboxes 35 Deleting a mailbox Before you delete a mailbox, ensure the mailbox owner has listened to all their messages. When a mailbox is deleted, all messages stored in that mailbox are deleted and the mailbox is deleted automatically from the Company Directory and all Group Lists. If you are deleting a mailbox associated with a CCR Tree, make sure you remove the mailbox from the CCR Tree first. If you do not delete the mailbox, the message Mbox in CCR appears on your display.
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.
Chapter 4 Working with mailboxes 37 Adding a Group List A mailbox must be initialized before you can add it to a Group List. For information on how to initialize a mailbox, refer to “Initializing a mailbox” on page 24. To add a Group List Log: QUIT RETRY Admin MBOX AA OTHR Admin GLIST CCR OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press GLIST.
Chapter 4 Working with mailboxes Changing a Group List At any time you can: • • change a Group List display name add, delete or view Group List members You cannot change a Group List number. To change a Group List number, you must delete the Group List and add new member mailbox numbers as a new Group List. For more information, refer to “Adding a Group List” on page 37. To change a Group List Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR 1 Press ≤·°‹.
Chapter 4 Working with mailboxes 39 GList members 12 Press ADD to add a mailbox number to the Group List ADD DEL VIEW or press DEL to delete a mailbox number from the Group List or press VIEW to view the members of the Group List. Mbox: DIR QUIT 13 Enter the number of the mailbox you want to add or delete. GList members 14 After you make the changes you want to the make to the Group List, ADD DEL VIEW press ® to end the session.
Chapter 4 Working with mailboxes Deleting a Group List You can delete a Group List at any time. When you delete a Group List, the Group List number is re-assigned by CallPilot the next time you add a Group List. Deleting a Group List does not delete any mailboxes from the CallPilot system. To delete a Group List Log: QUIT RETRY Admin MBOX AA OTHR Admin GLIST CCR OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press GLIST.
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.
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.
Chapter 5 Setting up the Automated Attendant 43 About Company Greetings Before you record your Company Greetings, decide what type of greetings you want to use for the incoming phone lines, and what you want the greetings to say. There are four greeting times that reflect the Morning, Afternoon, Evening and Non-business hours. You can prepare four greetings, or you can use the same greeting for each time of day. As you record the greetings, number them from 1 to 4.
Chapter 5 Setting up the Automated Attendant Recording a Greeting Do not use Handsfree to record your company Greetings. Speak directly into the phone handset. To record a company Greeting Log: QUIT RETRY Admin MBOX AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. Auto Atdt Admin 3 GRTG TABLE LINES Press GRTG. 4 Press GRTG. 5 Enter the number of the Greeting you want to record (from 1 to 40) and press OK. 6 Press REC.
Chapter 5 Setting up the Automated Attendant 45 Setting up a Greeting Table To set up a Greeting Table you: • • • • • • can record a Custom prompt if you want to replace the Automated Attendant Menu assign Greetings for each time of day to the Greeting Tables assign a language preference if you use bilingual operation assign a Greeting Table Attendant assign a CCR Tree set your company’s Business Hours Note: You must build a CCR Tree before you can assign it to a Greeting Table.
Chapter 5 Setting up the Automated Attendant To set up a Greeting Table Log: QUIT RETRY Admin MBOX AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA.
Chapter 5 Setting up the Automated Attendant Lang pref: alt CHNG NEXT 15 Press NEXT. Atdt: (none) CHNG NEXT 16 Press CHNG. Ext: RETRY QUIT Atdt: CHNG NEXT 47 17 Enter the extension of the Greeting Table Attendant. 18 Press NEXT. To return the Greeting Table Attendant back to none after an extension has been entered, you must press CHNG and then £. Morn CCR tree:NO 19 Press NEXT. CHNG NEXT You must build a CCR Tree before you can assign it to a Greeting Table.
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.
Chapter 5 Setting up the Automated Attendant 49 Configuring line answering CallPilot can answer all of your incoming lines, or just the lines you specify. Before CallPilot can answer an incoming line, you must assign the line and set the Answer status to Yes. Each line you add is answered by Greeting Table 1, unless you specify another table. To configure how a line is answered Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK.
Chapter 5 Setting up the Automated Attendant Changing line configuration You can view or change the answer status of any line that is added to CallPilot. To change or view how a line is answered Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA. OK OTHR Auto Atdt Admin 3 GRTG TABLE LINES Line number: RETRY 4 OK Line:1 Ans: N 5 CHNG TABLE NEXT Press LINES. Enter the line number and press OK.
Chapter 5 Setting up the Automated Attendant 51 Assigning the number of rings before CallPilot answers You can assign the system to answer incoming calls after a specified number of rings. The number of rings ranges from 0 to 12. If you leave the number of rings at zero, the system answers immediately. For lines equipped with Calling Line Identification (CLID), you must set the number of rings to two or more if you use analog lines.
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.
Chapter 5 Setting up the Automated Attendant TT gate:custom 6 CHNG NEXT TT Greeting:40 CHNG OK Greeting: RETRY OK TT Greeting: x RETRY OK 53 Press NEXT to choose the custom voice prompt or press CHNG to disable Touchtone Gate. 7 Press CHNG to change the custom voice prompt Greeting number or press OK to accept the custom voice prompt Greeting number and go to step 11. 8 Enter the custom voice prompt Greeting number and press OK. 9 Press OK to accept the new Greeting number.
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.
Chapter 5 Setting up the Automated Attendant 55 To route a phone number Log: QUIT RETRY Admin MBOX AA OK 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Enter ⁄⁄. OTHR Call id table 3 ADD CHNG QUIT Ph: RETRY Destination TABLE EXT OK OTHR Press ADD. 4 Enter the phone number or the leading digits of a phone number (up to 13 digits) and press OK. Each phone number assigned to the CLID Routing Table must be unique. 5 Choose a destination.
Chapter 5 Setting up the Automated Attendant To change or delete a phone number in the CLID Routing Table Log: QUIT RETRY Admin MBOX AA OK OTHR 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Enter ⁄⁄. Call id table 3 ADD CHNG QUIT Ph: RETRY OK Ph:XXXXXX CHNG NEXT OTHR Ph:XXXXXX DEL PH QUIT P0919416 03 Press CHNG. 4 Enter the phone number you want to change or delete and press OK.
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.
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,
Chapter 6 Custom Call Routing 59 Information Messages An Information Message is a message you record to tell callers about information about goods or services available from your company. You can tell callers about information such as sales, specials, company events, business hours, price lists, and shipping times. For example: We’re pleased to announce the arrival of the new FaxEasy line of fax machines. FaxEasy is easy to operate and produces top quality fax images at an affordable price.
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.
Chapter 6 Custom Call Routing 61 An example of a CCR Tree Home node To place an order press ⁄ To add your name to our mailing list press ¤ To speak to our sales department press ‹ To speak to our service department press › To speak to our receptionist press ‚ ⁄ ¤ Sub-menu Sub-menu Transfer To be included on our mailing list leave your name and address after the tone. To leave an order request press ⁄ Transfers the call to the Service department.
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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.
Chapter 7 Working with CCR Trees Creating a Home node Begin to build a CCR Tree by creating a Home node. Create a Home menu node if you want to give callers a list of options. Create an Information message Home node if you want callers to disconnect after they hear the Information message. To create a Home node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter a Tree number from 1 to 8 and press OK. 6 Press BUILD.
Chapter 7 Working with CCR Trees 65 Adding nodes to the Home node If you create a CCR Tree with a Home menu node, and you have more choices than you can conveniently fit in the Home menu, you can create sub-nodes. To create sub-node menus, add a Menu node to your Home menu node. If the Home node is an Information node, you cannot add a sub-node and the call disconnects automatically after the Information message plays.
Chapter 7 Working with CCR Trees Adding a Menu node Create a Menu node to organize choices for your callers, or when you have more choices than can fit on one menu. You can add a menu node to a CCR Tree at any time. To add a Menu node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree enabled Tree: x CHNG Path: RETRY x MENU QUIT END INFO OK OTHR Rec pri prompt: RETRY OK Accept prompt? RETRY PLAY OK P0919416 03 Press ≤·°‹.
Chapter 7 Working with CCR Trees Path: RETRY END OK Tree: x SAVE PRINT QUIT 67 14 Press END. 15 Press SAVE. Save as tree x 16 Press YES. YES OTHR QUIT Tree saved 17 This display appears briefly. CCR Admin ADMIN 18 Press ® to end the session.
Chapter 7 Working with CCR Trees Adding an Information node An Information node is an Information mailbox that you add to a CCR Tree. You can use an Information mailbox to give callers information such as specials, company events, business hours or price lists. You can add an Information node to a CCR Tree at any time. To add an Information node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR CCR tree: RETRY 2 Press OTHR. 3 Press CCR. 4 Press ADMIN.
Chapter 7 Working with CCR Trees Destination? PREV HOME DISC 69 13 Select a destination: press PREV if you want to return the caller to the previous menu or press HOME if you want to return the caller to the Home node or press DISC if you want to disconnect the call. For more information on destinations refer to “Destination types” on page 60. Path: RETRY END Tree: x SAVE OK QUIT 14 Press END. 15 Press SAVE. Save as tree x 16 Press YES. YES OTHR QUIT Tree saved 17 This display appears briefly.
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.
Chapter 7 Working with CCR Trees Destination? PREV HOME DISC 71 11 Select a destination: press PREV if you want to return the caller to the previous menu or press HOME if you want to return the caller to the Home node or press DISC if you want to disconnect the call. For more information on destinations refer to “Destination types” on page 60. Path: RETRY END Tree: x SAVE OK QUIT 12 Press END. 13 Press SAVE. Save as tree x 14 Press YES. YES OTHR QUIT Tree saved 15 This display appears briefly.
Chapter 7 Working with CCR Trees Adding a Transfer node A Transfer node directs a caller to an internal or an external number. You can add a Transfer node to a CCR Tree at any time. To add a Transfer to an internal extension Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR QUIT END OK x MENU INFO OTHR x XFER LVMSG OTHR Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree you want to add a Transfer node to and press OK.
Chapter 7 Working with CCR Trees 73 16 Press ® to end the session. CCR Admin ADMIN About transfers to external numbers When CallPilot transfers a call using a CCR external transfer, it uses two lines. An incoming line connects the caller to the CCR Tree and an outgoing line transfers the caller to the external telephone number. Both lines are used while the caller connects to the external telephone number.
Chapter 7 Working with CCR Trees x MENU INFO OTHR x XFER LVMSG OTHR 8 Press OTHR. 9 Press XFER. 10 Press EXT. Transfer EXT INT Outdial: 11 Press NEXT if you want to use a line as the outdialing method CHNG NEXT or press CHNG if you want to select a line within a line pool. Press CHNG again if you want to select a route. xxxx: RETRY OK Accept: x RETRY OK Ph: RETRY OK xxxxxxx ADD OK Path: RETRY END OK Tree: x SAVE PRINT QUIT 12 Enter the line or pool number and press OK.
Chapter 7 Working with CCR Trees 75 Adding special characters to an external transfer number Special characters are pauses or other dialing instructions that you can add if they are required to access the network or a destination number. Adding special characters to a destination number Press Description ¤ or DIGS to resume adding digits to the destination phone number. ‹or PAUS to enter a timed pause that appears as P on the display. Pauses are four seconds long.
Chapter 7 Working with CCR Trees Assigning a CCR Tree to a Greeting Table Before incoming callers can access a CCR Tree, you must assign lines to a Greeting Table. For information about assigning lines to Greeting Tables, refer to “Configuring line answering” on page 49. To assign a CCR Tree to a Greeting Table Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press AA.
Chapter 7 Working with CCR Trees 77 Testing a CCR Tree After you a build a CCR Tree and assign it to a Greeting Table, test the CCR Tree. To test the CCR Tree, call the company number and test each node.
Chapter 7 Working with CCR Trees Deleting a CCR Tree You must disable a CCR Tree before you delete it. For information about disabling a Tree, refer to “Disabling a CCR Tree” on page 77. To delete a Tree 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree you want to delete and press OK. 6 Press °. Delete tree x? YES NO 7 Press YES.
Chapter 7 Working with CCR Trees 79 Changing a CCR Tree message Use this procedure to change the recorded message for a Menu or an Information node. Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree: x CHNG PRINT 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree that you want to change and press OK. 6 Press CHNG.
Chapter 7 Working with CCR Trees Changing a Mailbox node To change a Mailbox node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree that you want to change and press OK. 6 Press CHNG. 7 Enter the Path of the node you want to change and press OK.
Chapter 7 Working with CCR Trees 81 Changing a destination type You can assign destination types only to Information and Mailbox nodes. For more information about destination types, refer to “Destination types” on page 60. To change a destination type Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK 2 Press OTHR. 3 Press CCR. 4 Press ADMIN. 5 Enter the number of the CCR Tree that you want to change and press OK. 6 Press CHNG.
Chapter 7 Working with CCR Trees Tree saved 16 This display appears briefly. CCR Admin ADMIN 17 Press ® to end the session. Changing a Transfer node To change a Transfer node Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OK OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree: x CHNG QUIT 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CCR. 4 Press ADMIN.
Chapter 7 Working with CCR Trees Tree saved 15 This display appears briefly. CCR Admin ADMIN 16 Press ® to end the session. 83 Deleting a Path If you delete a Path, all messages, prompts, and options on the Path are also erased. After you delete a Path you cannot recover it. To delete a Path Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR OTHR CCR Admin ADMIN CCR tree: RETRY OK Tree: x CHNG 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK.
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.
Chapter 8 Broadcast and Information messages Accept rec? RETRY PLAY OK 5 Press PLAY to listen to your Broadcast message before sending it or press OK to accept your recording or to press RETRY to re-record your Broadcast message. Your message is delivered to all initialized mailboxes or press ® or • to cancel sending the Broadcast message. 6 Press ® to end the session. To record and send a Broadcast message - CallPilot Mbox: RETRY OK Pswd: RETRY OK To: NAME SPEC DONE EMPTY REC Recording..
Chapter 8 Broadcast and Information messages 87 Information mailbox messages Your business or departments within your business can use Information mailboxes to provide callers with messages and announcements. You or another person responsible for the Information mailbox can record and update the Information mailbox message.
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.
Chapter 9 CallPilot operations You must reset the CallPilot system if you: • • change the type of phone system you use change the extension number length About resetting CallPilot Warning: Resetting CallPilot erases all Company Greetings, Greeting Tables and mailbox information, including mailbox messages. After you reset CallPilot you must immediately initialize CallPilot. To reset CallPilot Log: QUIT RETRY OK 1 Press ≤·°‹.
Chapter 9 CallPilot operations Initializing CallPilot You must initialize CallPilot immediately after you reset the system. To initialize CallPilot Log: QUIT RETRY OK 1 Press ≤·°‹. 2 Enter ¤flfl‹›› (Config) and press OK. App: Voicemail 3 CHNG NEXT Press NEXT. Bilingual? YES NO 4 Press YES or NO. If you do not choose bilingual operation, step 5 does not appear. Primary lang? ENG FRE 5 Select a primary language.
Chapter 9 CallPilot operations 91 14 When the system is initialized, the display shows: System ready and Exit and then shows the time and date. System ready Exit Resetting the System Administrator password You can reset the System Administrator password if you forget it. This is the password that you use for administrative functions. The default password is 0000. After you reset the System Administrator password, you must log on and change the password immediately to prevent a security breach.
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.
Chapter 9 CallPilot operations 93 Changing the Operator password You can change the Operator password at any time. It must be between four and eight digits, and cannot begin with a zero. To change the Operator password Pswd: RETRY Atdt avail: N CHNG Pswd: RETRY Atdt avail: N CHNG 1 Press ≤·°¤. 2 Enter the Operator password, or the default Operator password fl‡‹‡¤°fl‡ (Operator) and press OK. 3 Press ‡. 4 Enter a new Operator password between 4 and 8 digits and press OK.
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.
Chapter 9 CallPilot operations 95 To set the Business Status Pswd: RETRY Atdt avail: Y CHNG OK 1 Press ≤·°¤. 2 Enter the Operator password and press OK. 3 Press NEXT. 4 Press CHNG to toggle between Y and N. 5 Press ® to end the session. NEXT Business open: N CHNG NEXT Changing greetings or the Business Status from a remote telephone You can change a greeting or the Business Status from the dialpad of external tone dial telephone.
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.
Chapter 9 CallPilot operations 97 CallPilot default system options You can change these default CallPilot system options: • • • • • • • • Language Availability Group List leading digit Voicemail Company Directory Outdialing General Delivery Mailbox Software Keycode Administration External Mailbox Initialization Language availability You can disable or enable the CallPilot bilingual option that is assigned during installation. You can change the Primary Language on a bilingual CallPilot system.
Chapter 9 CallPilot operations Sec lang: CHNG NASpa NEXT 7 Press CHNG to toggle the secondary language choices. In this example, North American Spanish is the secondary language. 8 Press ® to end the session. Group List leading digit When CallPilot is installed, a number from 0 to 9 is assigned as the Group List leading digit. The default Group List leading digit is 9, and 901 to 999 is your range of Group Lists. You can change the Group List leading digit.
Chapter 9 CallPilot operations 99 Voicemail Voicemail is enabled by default. You can disable or re-enable voicemail at any time. When voicemail is enabled, callers who reach an extension that is not answered or is busy transfer to the extension’s mailbox.
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.
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.
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.
Chapter 9 CallPilot operations 103 Enabling a software authorization code With software authorization codes you can add more CallPilot mailboxes or options to your system. Contact your vendor if you want to trial or purchase a software authorization code. To enable a software authorization code 1 Press ≤·°‹. Enter the System Administrator mailbox number and password, and then press OK. 2 Press ››. This option does not appear as a display button option.
Chapter 9 CallPilot operations External Mailbox Initialization External mailbox initialization is not enabled by default. This is a security feature that makes it more difficult to tamper with or gain access to the mailboxes fraudulently. When external mailbox initialization is disabled, mailboxes can be initialized only from an internal telephone. Subscribers who try to access an uninitialized mailbox from an external number are denied access.
Chapter 10 Dialing Translation About Dialing Translation Dialing translation is a process by which the number of an incoming call from a public network is translated by a translation table into a number that can be recognized and dialed on the local network using the Reply feature. For Dialing Translation to occur, you must create a Dialing Translation Table that recognizes the digits of an external number and translates them into a number that can be dialed by the system.
Chapter 10 Dialing Translation Examples of Dialing Translation Tables The following tables are examples of Dialing Translation Tables and how they function. Every Dialing Translation Table entry consists of an Input value column and an Output value column. The values in the Input column represent the leading digits of the Network extensions which, if matched, are replaced by the corresponding value in the Output column.
Chapter 10 Dialing Translation 107 An example of a Dialing Translation Table from a site in Mountainview, California INPUT OUTPUT Explanation The Dialing Translation Table is empty. The local network in Mountainview supports 10 digit national dialing with recognized long distance charging. In situations like the Mountainview example, there is no need to build a Dialing Translation Table. Network Access The Dialing Table Translation results in a number that can be dialed on the local network.
Chapter 10 Dialing Translation Setting Dialing Translation properties Setting the Dialing Translation properties makes it easier to build a Dialing Translation Table. It is not a prerequisite to set the Dialing Translation properties to operate CallPilot. To set the Dialing Translation properties Log: QUIT RETRY Admin MBOX AA Dialing PARM TABLE OK OTHR QUIT 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, then press OK. 2 Press °°.
Chapter 10 Dialing Translation 109 Building a Dialing Translation Table To build a Dialing Translation Table, you must enter an Input value and an Output value for each entry. The Input value is the number that the CallPilot 150 looks up in the Dialing Translation Table. If the corresponding entry matches, the system substitutes the Output value for the Input value. The resulting number is ready to dial on the local network.
Chapter 10 Dialing Translation Reviewing entries in the Dialing Translation Table You can review Dialing Translation Table entries at any time. To review Dialing Translation Table entries Log: QUIT RETRY Admin MBOX AA OK OTHR Dialing PARM TABLE NEXT Dial Table ADD CHNG QUIT 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, and then press OK. 2 Press °°. This option does not appear as a display button option. 3 Press TABLE. 4 Press CHNG.
Chapter 10 Dialing Translation 111 Changing a Dialing Translation Table entry After you build a Dialing Translation Table you can change the Output value of an entry at any time. You cannot change the Input value of an entry. You must delete the entry and create a new entry with new Input and Output values. Refer to “Deleting a Dialing Translation Table entry” on page 112. To change an entry in the Dialing Translation Table Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹.
Chapter 10 Dialing Translation Deleting a Dialing Translation Table entry You can delete an entry in the Dialing Translation Table at any time. To find the entry you want to delete, refer to “Reviewing entries in the Dialing Translation Table” on page 110. To delete an entry in the Dialing Translation Table Log: QUIT RETRY Admin MBOX AA OK OTHR Dialing PARM TABLE NEXT Dial Table ADD CHNG QUIT 1 Press ≤·°‹. Enter the System Administrator Mailbox number and password, then press OK.
Chapter 11 Troubleshooting CallPilot This chapter describes problems that can occur when you operate CallPilot, and possible solutions. The Automated Attendant does not answer calls • • • Verify that you have assigned lines to the Greeting Table. All the channels can be busy. Try calling back. Your call is answered when a channel is available. If the channels are frequently busy, it indicates there is too much activity. Contact your advice line or sales representative.
Chapter 11 Troubleshooting CallPilot A telephone cannot be forwarded to the system If you try to forward your incoming calls to the system and the display shows Forward denied, it is possible that you are forwarding to the wrong extension number. Use Feature 985 to display the correct extension number for the system, and compare this number to the extension that you are trying to forward your telephone to.
Chapter 11 Troubleshooting CallPilot 115 Mailboxes do not accept messages A mailbox does not accept messages if: • • it is not initialized CallPilot message storage capacity is full Messages are removed from a mailbox If messages are removed, check the message retention period in the mailbox Class of Service. You can assign a class of service with a longer message retention period. Refer to “Class of Service values” on page 20 for the Class of Service values for message retention.
Chapter 11 Troubleshooting CallPilot Incomplete messages are received in a mailbox, or “message delivered” plays while recording a message or a CallPilot session ends unexpectedly These situations can be caused by a problem called Talk Off. Talk Off occurs if CallPilot interprets certain voice patterns as Dual Tone Multi Frequency (DTMF) dialing tones. DTMF dialing tones are produced when buttons are pressed on a touch dial telephone.
Chapter 11 Troubleshooting CallPilot 117 A mailbox is full Mailboxes have a Never Full Mailbox feature, which lets callers leave messages in the mailbox, even if the mailbox is “full”. Messages are stored, but they cannot be accessed until the mailbox owner deletes some of the messages in the mailbox. If more message time is required, you can change the mailbox Class of Service. For more information, refer to “Changing a mailbox” on page 32.
Chapter 11 Troubleshooting CallPilot Message Meaning Invalid glist Appears if you enter an incorrect Group List number when you change or delete a Group List number. Invalid greeting Appears if you enter an incorrect Greeting Number. Greeting Numbers must be a number from 1 to 40. Invalid key Appears if the selected option is not valid for the command display shown. Invalid line Appears if you enter an incorrect line number. CallPilot supports line numbers from 1 to 500.
Chapter 11 Troubleshooting CallPilot 119 Message Meaning Mbox nearly full Appears if the maximum message storage time is almost reached in a mailbox. This is determined by the Class of Service. Tell the subscriber to delete any unnecessarily stored messages in the mailbox. This message appears when a subscriber first logs on to the mailbox. Messages cannot be stored in this mailbox until some are deleted. Mbox not init Appears if an attempt is made to access a mailbox that is not initialized.
Chapter 11 Troubleshooting CallPilot Message Meaning Not allowed Appears if: • a subscriber is not allowed access to a feature or Feature Code • a subscriber tries to access the Configuration or Operator Status feature codes • the message recorded has too many Forwards and Replies • a recorded message reaches its maximum number of segments. This is caused by repeatedly using “pause” and “continue” while recording a message • a Group List number is entered as a mailbox member of another Group List.
Chapter 12 CallPilot configuration tips This chapter describes system configuration enhancements that maximize the efficiency of CallPilot. Delayed answering by the Automated Attendant The Automated Attendant can answer any call on specified Central Office (CO) telephone lines after a specified number of rings. CallPilot answers incoming calls if the Installer programs CallPilot to be the prime telephone for one or more designated CO lines.
Chapter 12 CallPilot configuration tips Using Call Forward All Calls (CFAC) and Call Forward No Answer (CFNA) If a subscriber does not want to take any calls for a period of time, they can forward their telephone to their mailbox using CFAC. When forwarded, all calls to the mailbox owner’s extension transfer to their mailbox. To call forward to a mailbox, press ≤·°›.
Chapter 12 CallPilot configuration tips 123 How to set up CallPilot for different businesses There are several ways to set up CallPilot in your company. How you set up CallPilot depends on what telephone system, and how many CO lines you use. Here are examples of CallPilot configurations for a small and a medium company, and some useful application tips. CallPilot for a small business On Your Toes Dance Studio CallPilot is the Call Forward No Answer (CFNA) extension for all the telephones in the office.
Chapter 12 CallPilot configuration tips Greeting Table 1 for On Your Toes Greeting 1 “Good morning. You have reached On Your Toes Dance Studio. The studio is closed at this time. Stay on the line to leave a message.” The CallPilot voice prompts play after the greeting. You can make Company Greetings up to five minutes long. Greeting 2 “Good afternoon. You have reached On Your Toes Dance Studio.” Greeting 3 “Good evening. You have reached On Your Toes Dance Studio.
Chapter 12 CallPilot configuration tips 125 CallPilot for a medium business Bridge Stone Engineering CallPilot is assigned as the Call Forward No Answer (CFNA) extension for all telephones in the office. This means that any call that is not answered by a mailbox owner transfers to their mailbox. Subscribers have buttons programmed on their display telephone for the CallPilot Leave Message (≤·°‚) and Open Mailbox (≤·°⁄). This gives easy access to these frequently used features.
Chapter 12 CallPilot configuration tips Greeting Table 1 for Bridge Stone Engineering Greeting 1 “Good morning. You have reached Bridge Stone Engineering.” The CCR Home Menu plays after the greeting. You can make Company Greetings up to five minutes long. Greeting 2 “Good afternoon. You have reached Bridge Stone Engineering.” Greeting 3 “Good evening. You have reached Bridge Stone Engineering.” Greeting 4 “You have reached Bridge Stone Engineering. The office is closed at this time.
Chapter 12 CallPilot configuration tips 127 The managers Bridge Stone managers have a personal CO line that appears on their private telephone and their receptionist’s telephone. The receptionists answer the managers’ calls, and then transfer the calls to the manager’s telephone. The receptionist’s phone is CFNA to CallPilot. If a manager is unavailable to take a call, the call rings back at the receptionist’s set.
Chapter 12 CallPilot configuration tips Feature Compatibility This section describes how system features interact with CallPilot. ATA 2 and ASM One or more analog single-line sets can be connected to telephone system using an Analog Terminal Adapter or an Analog Station Module. This type of set works with DTMF tones to allow access to CallPilot options through the dialpad only. Rotary dials cannot be used internally with CallPilot.
Chapter 12 CallPilot configuration tips 129 Delayed Ring Transfer (DRT) To use CallPilot as a secondary line answering position, set DRT: 1 Assign the CallPilot extension as the prime extension for the specified lines that are to be DRT to CallPilot. 2 Set DRT to Yes. 3 Set DRT Delay from one to ten rings. 4 Assign a Greeting Table to each line that is to be DRT to CallPilot. 5 Set the CallPilot Answer option to No for the lines that are DRT to CallPilot.
Chapter 12 CallPilot configuration tips Language choice The CallPilot language capability is independent of the telephone system’s language selection for a set. CallPilot language availability is determined by the Class of Service assigned to a mailbox. Note: The CallPilot language option is enabled after a subscriber starts a session. Lines If a line programmed to be answered by the Automated Attendant appears on a set, it rings when CallPilot transfers the call.
Chapter 12 CallPilot configuration tips 131 Service Modes With the Service Modes feature you can program the telephone system to forward all incoming calls to CallPilot during specific time periods such as lunch time or non-business hours. CallPilot answers with the Automated Attendant. Transfer Callback Calls through the Automated Attendant that transfer to an extension without CFNA are routed by Transfer Callback to CallPilot after the designated number of rings.
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Chapter 13 Default configuration values The following tables list CallPilot default configuration values.
Chapter 13 Default configuration values Value or range Maximum number of subscriber mailboxes Default 200 Classes of Service: Class of Service number 1-16 none Mailbox message time 5-120 min none Message length 2-10 min none Greeting length 1-10 min none Message retention time 0 days - indefinite none Group List number ** 001 - 099 - 901-999 901 - 999 Number of members 1-125 none Group Lists: *Including Special Mailboxes **Group List numbers are always three digits long Hardw
Chapter 13 Default configuration values 135 Default Feature Codes Leave Message Feature 980 Open Mailbox Feature 981 Operator Status Feature 982 Configuration Feature 983 CallPilot extension number Feature 985 Transfer to mailbox Feature 986 Interrupt Feature 987 Call Record Feature 989 Message storage times 96 M Compact Flash card 24 hours 192 M upgrade Compact Flash card 60 hours CallPilot 150 Telephone Administration Guide
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Glossary AA See Automated Attendant. Administration The tasks involved in setting up and maintaining Mailboxes, Greetings, CCR Trees and CallPilot configuration. Alternate extensions When a caller dials an extension that is programmed to have one or more alternate extensions, CallPilot rings at all of the sets simultaneously. The first set to answer accepts the call. The other sets cannot access the line or use the Interrupt Feature (Feature 987) to access the answered line.
Glossary Call Screening When you change a mailbox owner’s Personal Mailbox Call Screening feature to Screened, the feature allows the mailbox owner to determine who is calling before accepting the call. CCR See Custom Call Routing. Channel configuration The number of channels on the CallPilot unit that are designated for outdialing. Class of Service A Class of Service defines the values for the special features of a Mailbox.
Glossary 139 Display A one-line or two-line display on a business telephone that shows CallPilot commands and options. Display buttons The three buttons that appear below a two line display telephone. When pressed, these buttons select the specified CallPilot option. Display options The choices available to a mailbox owner that appear on a two line display. You select options that appear on the display from the display or dialpad buttons.
Glossary Group Lists A collection of mailbox numbers that are assigned a special “Group” number by CallPilot. When a message is sent to a Group List, all the mailboxes in the list receive the message. Guest Mailbox A Guest Mailbox is a type of Subscriber mailbox for people who do not have a permanent extension, but require a mailbox. Guest mailboxes receive and store messages the same way that Subscriber mailboxes do.
Glossary 141 Level The Home Menu is on Level 0. As sub-menus are added, the caller progresses through the levels of the CCR Tree. A total of 11 levels can be created (from 0 to 10). Mailbox A storage place for messages on the CallPilot system. Mailbox number length The number of digits allowed in a mailbox number. The mailbox number length ranges from two to seven digits. Mailbox properties Mailbox properties are optional parameters in addition to the Class of Service values.
Glossary Option A CallPilot choice that is given to a subscriber through voice or display prompts. Outdial method The Outdial method determines which line, line pool or route the system uses when a mailbox owner replies to a message left by an external caller, and for Off-premise Message Notification. Password A four- to eight-digit number that is entered on the dialpad. A password is used to open mailboxes or perform configuration tasks.
Glossary 143 Subscriber mailboxes • • • • • are assigned to subscriber by the System Administrator include both Subscriber and Guest Mailboxes are maintained by the mailbox owner can be listed in the Company Directory under the subscriber’s name are protected by a password that can be changed by the subscriber, or reset to 0000 by the System Administrator if the password is forgotten System Administrator The person responsible for configuring, updating, and maintaining the CallPilot system.
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Index A Afternoon Greeting 45 Alternate extensions 22 Alternate Language 42, 43 Analog Station Module 128 Analog Terminal Adapter 128 ATA 2 and ASM CallPilot Feature Compatibility 128 Autodial CallPilot Feature Compatibility 128 Automated Attendant Business Status 94 changing the status 96 greetings 42 troubleshooting 113 B Broadcast message about 85 recording 85 Business Status setting 94 C Call Display Information troubleshooting 113 Call Forward All Calls 122 No Answer 122 Call Record in Class of
Index Conventions, guide 13 button options 13 buttons 13 command line 13 Custom Call Routing (CCR) 7, 82 assign CLID number 77 changing CCR 77 deleting a Tree 83 Destination Types 81 Destination types 60 disabling 77 erasing a Path 83 Leave Message 60 Leave Message Point 70, 80 level 47, 57 menu 47, 57 overview 57 Path 47, 57, 60 testing a Tree 77 Tree overview 58 D Default extension Operator DN 94 Default password 24 Delayed Ring Transfer (DRT) CallPilot Feature Compatibility 129 Deleting a Group Li
Index Outdial route 21 password expiry 19 properties 21 alternate extensions 22 Call Screening 23 Express Messaging Line 22 include in Company Directory 21 Message Waiting Notification 21 outdial route 21 troubleshooting 115 Guest Mailbox 27 adding 27 uses 27 using 27 H Home node Custom Call Routing (CCR) 59 I Information Mailbox 28 Information Mailbox adding 28 setting up 28 uses for 28 Information mailbox greeting recording 87 Initializing a mailbox 24 Intercom numbers CallPilot Feature Compatibility 1
Index Operator Status 92 default extension 94 setting 92 Properties mailbox 21 Outbound Transfer and outdial method 21 Class of Service default setting 20 in Class of Service 19 troubleshooting 114 R Outdial route mailbox 21 P Recording Company Greetings 43 Reply Feature troubleshooting 114 Resetting CallPilot 89 Operator password 93 System Administrator password 91 Parameters access code 107 area code 107 long distance access code 107 reply translation 107 setting 108 Ringing Answer Button 12
Index 149 Troubleshooting 113 accessing a line or line Pool 114 Automated Attendant 113 Call Display Information 113 CallPilot 113 Company Directory 115 error messages 117 Extension number length 114 Forward denied 114 General Delivery Mailbox 113 greetings 113 Group List 116 log prompt 114 mailbox not accepting messages 115 message lost in a mailbox 115 password lost 115 Path Number 116 Reply Feature 114 Time and Date 114 Tree 116 Two line display using 11 U User interface in Class of Service 19 CallPi
