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Copyright © 2001 Nortel Networks All rights reserved. May 17, 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.
Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 About the buttons on your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 3 Preparing to install the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . 21 Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Electrical service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Opening the kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 7 Password administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Resetting the system administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Resetting the password using a telephone (CallPilot Mini & CallPilot 150) . . . . . . .
Inactive feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Time on the CallPilot Mini/CallPilot 150 does not match the time on the telephone system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 LED error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 LED 1 is blinking quickly . . . . . .
Figures Figure 1 Inside the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Figure 2 Mounting the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Figure 3 CallPilot Mini/CallPilot 150 connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Figure 4 Connecting the EMC Kit to the CallPilot Mini cables . . . . . . . . . . . . . . . . . . . . . 26 Figure 5 Ethernet crossover cable . . .
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Tables Table 1 Telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Table 2 CallPilot features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Table 3 Compatible Meridian 1 systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Table 4 Compatible Norstar KSU systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Table 5 Port A and Port B Pinouts . . . . . . . . . . . .
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Preface The CallPilot Mini/CallPilot 150 is a voice messaging product suited for small to medium sized businesses. It combines the voicemail and call processing features of a large business system into a compact, easy to use system. Before you begin This guide is intended for install technicians. This guide assumes that you have a working knowledge of the telephone system on which you are installing the CallPilot Mini/CallPilot 150.
Preface About the buttons on your telephone This guide shows the Business Series Terminal buttons. Table 1 shows which buttons to use on the different types of Nortel Networks telephones. Table 1 Telephone buttons Button Name T7100, T7208, T7316 M7100, M7208, M7310, M7324 M7100N, M7208N, M7310N, M7324N Feature ≤ ƒ ƒ Handsfree ¬ © © Mute © © © Hold ≥ ˙ ˙ Volume Control √ √ √ Release ® ® ® You can enter ≤, ƒ or ƒ and the code to use a feature.
Preface • 13 Nortel Networks Call Center Reporting Set Up and Operation Guide Provides instructions for setting up the Call Center Reporting feature on CallPilot 150. How to Get Help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.
Preface email: emeahelp@nortelnetworks.com CALA (Caribbean & Latin America) Technical Support - CTAS Telephone: 1-954-858-7777 email: csrmgmt@nortelnetworks.com APAC (Asia Pacific) Technical Support - CTAS Telephone: +61 388664627 Fax: +61 388664644 email: asia_support@nortelnetworks.
Chapter 1 How to use this guide This guide explains: • • • • what CallPilot Mini/CallPilot 150 is how to install CallPilot Mini/CallPilot 150 how to initialize CallPilot Mini/CallPilot 150 how to troubleshoot CallPilot Mini/CallPilot 150 How to use this guide Chapter 1, “How to use this guide” explains the contents of this guide and the conventions it uses. Chapter 2, “System overview” provides a functional overview of the CallPilot Mini/CallPilot 150.
Chapter 1 How to use this guide How the instructions are presented The tasks in this book are presented as step-by-step instructions, in the order you must carry them out. Warning and caution symbols Sometimes you will see symbols warning you to be careful. These symbols include: Note: alerts you to steps that are complicated or critical. Caution: alerts you to situations where you may damage the equipment. Warning: alerts you to situations where there is the possibility of injuring yourself.
Chapter 2 System overview About CallPilot Mini/CallPilot 150 The CallPilot Mini/CallPilot 150 is a voice messaging product suited for small to medium sized businesses. It combines the voicemail and call processing features of a large business system into a compact, easy to use system.
Chapter 2 System overview Compatibility Meridian 1 systems compatible with CallPilot Mini The CallPilot Mini can connect to these Meridian 1 telephone systems: Table 3 Compatible Meridian 1 systems Meridian 1 system Compatible software version Option 11C X11 release 22 or higher Option 11C Mini X11 release 22 or higher Norstar systems compatible with CallPilot 150 The CallPilot 150 can connect to these Norstar telephone systems: Table 4 Compatible Norstar KSU systems Norstar system Compatible so
Chapter 2 System overview 19 Figure 1 Inside the CallPilot Mini/CallPilot 150 Cable entry slot Cable trough Power 9V DC Port A TCM 1, 3 Port B TCM 2, 4 Ethernet port Serial port Status indicator lights Top PCMCIA slot Bottom PCMCIA slot PCMCIA slots The CallPilot Mini/CallPilot 150 has two PCMCIA slots. • The bottom slot is used for the feature cartridge. The feature cartridge is the device that stores the CallPilot software, greetings and voice messages. • The top slot is used during software upgrades.
Chapter 2 System overview Voice message storage The voice message storage is the amount of memory that CallPilot Mini/CallPilot 150 has to store greetings and voicemail messages. The CallPilot Mini/CallPilot 150 provides 24 hours of voice message storage. With the optional message storage upgrade, the CallPilot Mini/CallPilot 150 provides 59 hours of voice message storage. Power An external power supply provides 9V DC for the CallPilot Mini/CallPilot 150.
Chapter 3 Preparing to install the CallPilot Mini/CallPilot 150 This chapter explains what you need before you install the CallPilot Mini/CallPilot 150. Environment Make sure the installation area is: • • • • • • • • • clean, free of dust, dry and well ventilated between 0 and 50 degrees Celsius non-condensing relative humidity between 5 percent and 95 percent at least 4 m, or 13 ft.
Chapter 3 Preparing to install the CallPilot Mini/CallPilot 150 Managing the CallPilot system CallPilot Mini is managed using CallPilot Manager. You require a LAN connection to the CallPilot Mini to use CallPilot Manager. CallPilot 150 is managed using a telephone or CallPilot Manager, depending on whether the CallPilot 150 has a LAN connection. Running without a LAN A LAN connection is optional for a basic CallPilot 150 system running on a Norstar system.
Chapter 4 Installing CallPilot Mini/CallPilot 150 This chapter describes installing the CallPilot Mini/CallPilot 150 on a wall and powering it up. Wall mounting the CallPilot Mini/CallPilot 150 Follow this procedure to mount the CallPilot Mini/CallPilot 150 on a wall. 1 Attach the wall mount bracket to a secure surface by the two inner holes. Use anchors, as necessary. 2 Slip the slot on the back (near the top) of the CallPilot Mini/CallPilot 150 onto the bracket.
Chapter 4 Installing CallPilot Mini/CallPilot 150 Connecting the CallPilot Mini/CallPilot 150 1 Open the CallPilot Mini/CallPilot 150 by inserting a flat screwdriver into the slot on the right-hand side of the door and pressing the tab out of the way. Figure 3 shows the inside of the CallPilot housing and points out the cable jacks. 2 Connect a TCM cable to Port A and to Port B. Table 5 shows the pin out of Port A and Port B.
Chapter 4 Installing CallPilot Mini/CallPilot 150 25 Figure 3 CallPilot Mini/CallPilot 150 connections Cable entry slot Cable trough Power 9V DC Port A TCM 1, 3 Port B TCM 2, 4 Ethernet port Status indicator lights CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
Chapter 4 Installing CallPilot Mini/CallPilot 150 Figure 4 Connecting the EMC Kit to the CallPilot Mini cables EMC Kit P0990474 03
Chapter 4 Installing CallPilot Mini/CallPilot 150 27 CallPilot Mini/CallPilot 150 LEDs When the CallPilot Mini/CallPilot 150 starts up, the LEDs change to indicate where the CallPilot Mini/CallPilot 150 is in the start up process. Table 6 shows the order in which the LEDs change and describes what each state indicates. Table 6 LEDs during startup LEDs Description Click image for an example. Click image for an example. Indicates 1, 2, 3 and 4 turn on.
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Chapter 5 Initializing the CallPilot Mini/CallPilot 150 After you install and power up the CallPilot Mini/CallPilot 150, you need to initialize it. Initializing the CallPilot Mini/CallPilot 150 sets the system parameters to their default settings and sets some global parameters. When the initialization is completed, the CallPilot Mini/CallPilot 150 is operational and ready for you to begin administration programming.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 Configuring the Meridian 1 PBX to work with CallPilot Mini The Meridian 1 PBX uses an ACD Queue to route calls to the CallPilot Mini. An ACD Queue is a feature that distributes calls to available ACD Agents. For the ACD Queue used with CallPilot Mini, the Directory Number (DN) of the ACD Queue is the Voicemail DN and the CallPilot Mini ports are the ACD Agents.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 2 31 Respond to the prompts according to Table 8. Note: For any of the prompts not listed in the table below, press the Enter key to accept the default value. Table 8 Creating an ACD Queue, step 1 Prompt Response REQ NEW TYPE ACD CUST 0 ACDN 5666 MWC NO MAXP 8 NCFW 0 IVR YES ALOG YES 3 Comment Enter the Directory Number for this ACD Queue. In the example shown, 5666 represents the Directory Number of the ACD Queue.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 Assigning ACD Agents All of the steps below are performed on the Meridian 1 PBX using a terminal connection. 1 At the main prompt type, LD 11. 2 Respond to the prompts according to Table 10. Note: For any of the prompts not listed in the table below, press the Enter key to accept the default value.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 33 Enabling the Call Forward on Busy message When a caller dials a CallPilot Mini user that is busy on another call, the caller is forwarded to the user’s mailbox. The caller will also hear a message stating that the user is on the phone, if you ensure that the Hunt prompt in LD 95 is set to B. All of the steps below are performed on the Meridian 1 PBX using a terminal connection. 1 At the main prompt type, LD 95.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 Initializing CallPilot Mini/CallPilot 150 using CallPilot Manager To initialize CallPilot Mini/CallPilot 150 using CallPilot Manager you need to: • • • determine if your computer meets the CallPilot Manager requirements connect to the CallPilot Mini/CallPilot 150 run the Quick Install Wizard Computer requirements for CallPilot Manager You access CallPilot Manager using a web browser on a computer that is connected to the CallPilot Mini/CallPilot
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 35 Connecting to the CallPilot Mini/CallPilot 150 To connect to the CallPilot Mini/CallPilot 150, you need the IP address of the CallPilot Mini/ CallPilot 150 and a connection to the network that the CallPilot Mini/CallPilot 150 is on. The default IP address for CallPilot Mini/CallPilot 150 is 192.168.110.10.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 CallPilot Mini/CallPilot 150 serial port The following table shows the pin out for the CallPilot Mini/CallPilot 150 serial port.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 5 37 Remove power from the CallPilot Mini/CallPilot 150. Note: Steps 5 and 6 are used to force the CallPilot Mini/CallPilot 150 to reboot. You can change the IP address only while the CallPilot Mini/CallPilot 150 is booting up. 6 Reconnect power to the CallPilot Mini/CallPilot 150. The prompt To change any of this, press any key within 5 seconds appears. Note: It will take approximately one minute for this prompt to appear.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 Changing the IP address using an Ethernet crossover cable Using an Ethernet crossover cable, you can connect the CallPilot Mini/CallPilot 150 to your computer. With this connection, you can use CallPilot Manager to change the CallPilot Mini/ CallPilot 150 IP address before you connect it to the network.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 39 Running the Quick Install Wizard The Quick Install Wizard appears the first time you startup CallPilot Manager. The Quick Install Wizard is a single page that gathers enough information to set up a working system. It then applies the information and restarts the system. You can reach CallPilot Manager from another computer through a LAN connection, WAN/ Internet connection or an Ethernet crossover cable.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 Field name Description Default Gateway Enter the IP Address of the default next-hop router. If you do not know the IP Address, contact your network administrator. Note: If you do not require a next-hop router, leave this box blank. Digits per Extension Select the length of the extension number in digits. Attendant DN Enter the directory number of the attendant. You can enter a number from 1 to 7 digits long.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 41 Table 14 Quick Install Wizard parameters for a CallPilot 150 Field name Description IP Address Enter the IP Address for the CallPilot 150. If you do not know the IP Address, contact your network administrator. This is the IP Address you will use to access the CallPilot 150 using CallPilot Manager. Changes to the IP Address take effect when you reboot the CallPilot 150.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 Field name Description Country Select the country in which the CallPilot 150 is installed. The country you select determines several country specific settings such as the telephone number length, mailbox login sequence and Call ProgressTone Detection. You must select the country that the CallPilot 150 is in to ensure proper operation. The default is North America.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 43 Initializing CallPilot 150 using a telephone To initialize CallPilot 150 you need to: • • determine the CallPilot 150 Feature Codes configure the CallPilot 150 initial parameters Note: You cannot initialize the CallPilot Mini using a telephone. To initialize a CallPilot Mini, use CallPilot Manager. If you initialized CallPilot 150 using CallPilot Manager, you do not need to initialize CallPilot 150 using a telephone.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 3 Press NEXT to show the next Feature Code used by CallPilot. Record this code in Table 15 and on the CallPilot Programming Record or the Call Center Programming Record. 4 Repeat step 3 until you reach the final Feature Code. 5 Press QUIT to end this session. Configuring the CallPilot 150 initial parameters To configure the CallPilot 150 initial parameters: 1. Press ≤·°‹. This is the default System Administration feature code.
Chapter 5 Initializing the CallPilot Mini/CallPilot 150 Group lists? Y CHNG NEXT 45 7. Press CHNG to toggle the settings between Y for Yes, or N for No. 8. Press NEXT. When you choose N (No) for the enable Group List option, steps 9 and 10 are not required and the system automatically goes to step 11. Leading digit: 9 CHNG NEXT 9. Press CHNG to enter a new Group List leading digit. The Group List leading digit can be any number from 0 to 9.
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Chapter 6 Language Configuration Utility The CallPilot Mini/CallPilot 150 has two languages available for text and voice prompts. The Language Configuration Utility allows you to change the two languages that are available. The computer you use to run the Language Configuration Utility must be compatible with Microsoft® Windows® and have a network connection to the CallPilot Mini/CallPilot 150.
Chapter 6 Language Configuration Utility 15 Check the information that appears on this screen. If the information is correct, click the Finish button. If the information is not correct, click the Back button and correct the information before proceeding. A dialog box appears when the language change is completed. 16 Click the OK button. 17 If you want to change the second language, repeat steps 4 to 16 for the second language.
Chapter 7 Password administration Resetting passwords This section identifies each type of CallPilot password and how to reset it if the owner forgets it. Resetting the system administrator password This is the password the system administrator uses to reach the administrative functions, including resetting other passwords. The default is 0000. The system makes the users reset their passwords the first time they access their mailboxes through the telephone interface.
Chapter 7 Password administration Resetting the operator password (CallPilot 150 only) The operator password is used to gain access to operator manager functions, such as open and close business, change attendant DNs and enable and disable call answering. Resetting the password using CallPilot Manager 1 Log on to CallPilot Manager. 2 Click the Operations heading. 3 Click the Operator Settings link. 4 Select the Reset Operator Password check box. 5 Click the Submit button.
Chapter 7 Password administration 51 Resetting the Mailbox passwords The Mailbox password allows users to access their mailbox. Resetting the password using CallPilot Manager 1 Log on to CallPilot Manager. 2 Click the Mailbox Administration heading. 3 Click the Change/Delete Mailbox link. 4 Click the Reset Password link by the mailbox for which you are resetting the password. A confirmation dialog box appears. 5 Click the OK button. The password resets to 0000.
Chapter 7 Password administration 5 Enter the password again in the Confirmation box. 6 Click the Submit button. Resetting the Modem access password This password is used to access CallPilot over a dialup connection. 1 Log on to CallPilot Manager. 2 Click the Configuration heading. 3 Click the Access Passwords link. 4 Enter a new password into the Modem Access box. 5 Enter the password again in the Confirmation box. 6 Click the Submit button.
Chapter 8 Backing up and restoring CallPilot Using the CallPilot tools, you can: • • • back up CallPilot information restore CallPilot information retrieve the CallPilot log files To use these features, you must install the CallPilot Backup and Restore Utility on your computer. Note: You must have Windows 95 or later installed on your computer to run the CallPilot Backup and Restore Utility.
Chapter 8 Backing up and restoring CallPilot Before you backup the CallPilot information, make sure you have enough disk space available on the disk you are using to store the backup information. Table 16 shows the maximum amount of disk space required for each backup.
Chapter 8 Backing up and restoring CallPilot 9 55 Click the Backup option. 10 In the Local Folder box, enter the path name of the directory on your computer in which you want to store the CallPilot information. 11 In the CallPilot 150 hostname or IP addresses box, enter the host name or IP address of the CallPilot Mini/CallPilot 150 you want to backup. 12 Click the OK button. A confirmation dialog box appears. 13 If the information on the confirmation dialog is correct, click the Continue button.
Chapter 8 Backing up and restoring CallPilot To restore the CallPilot information: 1 Start your web browser. 2 Log on to CallPilot Manager. 3 Click the Operations heading. 4 Click the Backup/Restore link. 5 Click the Proceed button. Note: When you click the Proceed button to start a restore, the CallPilot Mini/ CallPilot 150 shuts down and drops all of the users accessing CallPilot.
Chapter 8 Backing up and restoring CallPilot 57 Retrieving the CallPilot log files The CallPilot log files are a tool used by your Nortel Networks representative to help diagnose a CallPilot problem. Note: The information in the log files is intended for Nortel Networks service representatives. You will need the assistance of a service representative to interpret the information contained in these files.
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Chapter 9 Upgrading CallPilot Mini/CallPilot 150 This section describes how to upgrade the CallPilot Mini/CallPilot 150. You can upgrade: • • the CallPilot software the message storage Upgrading the CallPilot software version Make sure that there is no one using the CallPilot Mini/CallPilot 150 before you start the upgrade. For information about how to determine if the CallPilot ports are busy, refer to “Programming CallPilot 150 DNs to memory buttons” on page 84.
Chapter 9 Upgrading CallPilot Mini/CallPilot 150 7 Wait until the 8 Unplug the power connector from the CallPilot Mini/CallPilot 150. 9 Press the eject button on the top PCMCIA slot to remove the upgrade cartridge. LED turns on. Note: When removing the upgrade cartridge, be careful not to dislodge the feature cartridge in the bottom slot. If the feature cartridge becomes dislodged, ensure it is fully inserted before you restore power. 10 Restore power to the CallPilot Mini/CallPilot 150.
Chapter 9 Upgrading CallPilot Mini/CallPilot 150 6 61 Connect power to the CallPilot Mini/CallPilot 150. The CallPilot Mini/CallPilot 150 will reboot.
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Chapter 10 Troubleshooting Introduction Troubleshooting CallPilot Mini/CallPilot 150 problems involves determining the symptoms and diagnosing the cause of the problem. A problem can be the result of more than one component failure. Diagnosing a CallPilot Mini/ CallPilot 150 problem involves isolating the cause, and determining whether the malfunction involves a failed hardware component or the CallPilot Mini/CallPilot 150 software configuration.
Chapter 10 Troubleshooting If there is no response, this indicates that CallPilot 150 is not functioning. Refer to “CallPilot Mini/CallPilot 150 does not function at all” on page 64. If CallPilot 150 responds with the appropriate prompt, there is a communication problem on the serial port. Continue with the steps in this procedure until you find the problem. 2 Ensure the RS-232 terminal communication parameters are set to 9600 baud/ 8 data bits/1 stop bit/no parity/no flow control.
Chapter 10 Troubleshooting • • 65 power supply cord is connected to the CallPilot Mini/CallPilot 150 module CallPilot Mini/CallPilot 150 module is getting power from the AC socket 4 Unplug the module and open the front cover. Remove the feature cartridge and then re-insert it. Make sure the feature cartridge is fully inserted in the slot. 5 Close the front cover and plug in the module. The Power-on Diagnostics fail When LEDs 1 and 2 blink quickly, it indicates a Power-on Diagnostics fail.
Chapter 10 Troubleshooting General Delivery Mailbox greeting plays when you dial the Voicemail DN on CallPilot Mini You must reboot the CallPilot Mini after using the Quick Install Wizard. This ensure the CallPilot Mini is using the correct Voicemail DN. All of the mailboxes disappear after a software upgrade If the upgrade cartridge is inserted in the bottom PCMCIA slot, your current software overwrites the upgrade cartridge and all of your programming is lost.
Chapter 10 Troubleshooting Password: RETRY 67 3. Enter The default password is Ç؈ÏÈÌ (¤flfl‹››). For more information about the Installer password, refer to the Norstar Installer Guide that came with your KSU. Access denied appears if you cannot use external feature inquiry from your telephone. In use: appears if someone else is using external feature inquiry, or an external feature is requesting an external feature access code.
Chapter 10 Troubleshooting Inactive feature Note: Do not use this procedure if you are troubleshooting a CallPilot Mini. The CallPilot Mini does not support Feature Codes. Maintenance of the CallPilot 150 installation is required if you attempt to initialize the system and the display shows: Inactive feature Should this occur: 1 Check the wiring at the distribution block, then enter the System Administration Feature Code. The default code is ≤·°‹.
Chapter 10 Troubleshooting 69 LED 1 is blinking quickly If LED 1 is blinking quickly, the Bootloader has encountered an error. 1 Make sure the feature cartridge is in the bottom PCMCIA slot and it is seated properly. 2 Make sure no one is logged into Norstar Remote Utilities. If someone is, ask them to log out until the CallPilot 150 has finished rebooting. Note: If you are troubleshooting a CallPilot Mini, skip step 2.
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Appendix A Modem Access When there is no access to the CallPilot Mini/CallPilot 150 using a LAN connection or the serial port, you can use the modem to access to CallPilot Mini/CallPilot 150. Note: Although you can access CallPilot Manager using the modem, Nortel Networks recommends you use a LAN connection or an Ethernet crossover cable to access CallPilot Manager. Modem access is intended for Nortel Networks support personnel and CallPilot Mini/ CallPilot 150 distributors.
Modem Access If your computer has a modem with one telephone cable connector, you need to use a telephone line splitter. To connect the line splitter: 1 Disconnect the telephone line for the modem from the wall outlet. 2 Insert the line splitter into the wall outlet. 3 Connect the telephone line for the modem to one of the connectors on the line splitter. 4 Connect the telephone line for the telephone to the other connector on the line splitter.
Modem Access 73 3 In the Advanced options box, select the Log on to network option: 4 In the Advanced options box, clear the following options: Enable software compression Require encrypted password Require data encryption Record a log file for this connection 5 In the Allowed network protocols box, select the TCP/IP option. 6 In the Allowed network protocols box, clear the following options: NetBEUI IPX/SPC Compatible 7 Click the TCP/IP Settings button.
Modem Access Configuring the Dial-Up Networking TCP/IP parameters on Windows NT 4.0 1 Click the Configure button. 2 Click the Initial speed drop list and then click 115200. 3 Select the Enable hardware flow control option. 4 Clear the following options: Enable modem error control Enable modem compression 5 Click the OK button. 6 Click the Server tab. 7 Click the Dial-Up server type drop list, and then click the PPP:Internet, Windows 95/98/ NT4 option.
Modem Access 75 Creating a Dial-Up Networking connection on Windows 2000 1 Click the Start button and then click Programs. 2 Click Accessories and then click Communications. 3 Click Network and Dial-Up Connections. The Network and Dial-Up Connections dialog box appears. 4 Click the Make new Connection icon. The Network Connection Wizard appears. 5 Select the Dial-up to the Internet option. 6 Click the Next button. 7 Select the I want to set up my Internet connection manually option.
Modem Access Configuring the Dial-Up Networking TCP/IP parameters on Windows 2000 1 Right click on the Dial-Up Networking connection you created for CallPilot and then click Properties. 2 Click the Configure button. 3 Select the Enable hardware flow control option. 4 Clear the following options: Enable modem error control Enable modem compression Show Terminal window Run script options 5 Click the OK button. 6 Click the Security tab. 7 Select the Advanced (custom settings) option.
Modem Access 77 Installing the Nortel Networks Modem Configuration Utility Your modem requires a special configuration to access the CallPilot modem. The Modem Configuration Utility allows you to easily switch between the configuration for the CallPilot modem and the configuration for normal modem use. To install the Nortel Networks Modem Configuration Utility: 1 Load the CallPilot CD in the CD-ROM drive of your computer. 2 Open the CD folder and open the Optional Software folder.
Modem Access Enabling the modem on the CallPilot Mini/CallPilot 150 You must enable the CallPilot modem before you access the system using the modem. Enabling Modem access using CallPilot Manager 1 Log on to CallPilot Manager. 2 Click the Configuration heading. 3 Click the Access Passwords link. 4 Enter a password in the Modem Access box. 5 Enter the password again in the Confirmation box. 6 Click the Submit button.
Modem Access 79 Changing the modem access password using a telephone (CallPilot 150 only) Follow this procedure to change the Modem access password using a telephone. 1. Press ≤·°‹. Log: QUIT RETRY OK Admin MBOX AA OTHR Voice Mail:Y CHNG NEXT Dir avail:Y CHNG NEXT Match:Lastname CHNG OK Modem access:Y CHNG OK Modem access:N CHNG OK Pswd: RETRY OK Again: RETRY OK 2. Enter the system administration mailbox number and password. 3. Press ›. 4. Press NEXT. 5. Press NEXT. 6. Press OK. 7. Press CHNG. 8.
Modem Access Modem access:Y CHNG OK Modem access:N CHNG OK 7. Press CHNG. 8. Press ®. Connecting to the CallPilot system To connect to the CallPilot system you must: • configure your modem to access the CallPilot modem • connect to the CallPilot modem Configuring your modem to access the CallPilot modem The CallPilot modem requires a special configuration for access. This requirement helps prevent unauthorized access to the CallPilot system.
Modem Access 81 7 Use the telephone connected to your computer modem to dial the CallPilot system you want to access. 8 When prompted, press ••, the System Coordinator mailbox number and then £. For example, ••⁄¤£. 9 Enter the Modem Access password and press £. 10 If there are enough CallPilot resources to make a modem connection, the system starts counting down from 5. 11 When the system reaches 1, click the Connect button and hang up the telephone.
Modem Access Accessing the CallPilot system using CallPilot Manager 1 Start your web browser. 2 In the URL field, enter http://192.168.0.2. Note: The IP address above is an example only. The IP address you enter is the IP address of the CallPilot system plus one. In the example above, the IP address shown is the default CallPilot IP address (192.168.0.1) plus one (192.168.0.2).
Appendix B Norstar Directory Numbers Norstar is a digital system, capable of carrying two simultaneous voice conversations over a single station port. These two voice channels are referred to as the B1 and B2 channels. There are times when you will want to monitor each of the B1 and B2 channels that CallPilot 150 uses. You can do this by programming a Norstar telephone with Autodial keys for the B1 and B2 extension numbers.
Norstar Directory Numbers 401 - 416 269 - 284 397 - 412 TM #4 501 - 516 285 - 300 413 - 428 TM #5 601 - 616 301 - 316 429 - 444 TM #6 701 - 716 317 - 332 445 - 460 TM #7 801 - 816 333 - 348 461 - 476 TM #8 201 - 248 001 - 048 KSU #2 801 - 812 049 - 060 TM #8 701 - 712 061 - 072 TM #7 601 - 648 073 - 084 TM #6 501 - 512 085 - 096 TM #5 401 - 412 097 - 108 TM #4 301 - 312 109 - 120 TM #3 Programming CallPilot 150 DNs to memory buttons As a troubleshooting aid, it
Glossary Administration The tasks involved in maintaining Mailboxes, Greetings, Skillsets, Agents and System configuration. Agent An agent is a person who is assigned to answer calls for one or more Skillsets in a Call Center. Alarms Messages sent by CallPilot indicating that something requires the system administrator’s attention. Alternate language The second language CallPilot can be programmed to operate in. Baud rate A unit of measurement of data processing speed.
Glossary Configuration The tasks involved in setting up the different parameters of CallPilot. For example, configuring the telephone lines answered by CallPilot. See also Administration. Conventions The way certain information is described. For example, using underlined text to represent second-line display prompt information. Cursor A marker on the monitor screen that indicates where the next input from the keyboard or mouse will appear. Default The parameters that are preset within CallPilot.
Glossary 87 Feature Code A unique three-digit code that is used to access CallPilot features and options from a telephone. Flash Memory Memory that stores data even when CallPilot Mini/CallPilot 150 is restarted or disconnected from the power supply. Flash memory contains instructions that CallPilot Mini/CallPilot 150 needs to operate. The instructions stored in flash memory cannot be changed and are used by the CallPilot Mini/CallPilot 150 each time it is turned on or restarted.
Glossary Mailbox A storage place for messages on CallPilot. Mbyte The abbreviation for megabyte. A megabyte is equal to 1,048,576 bytes. Megabyte is also abbreviated as MB. Meridian 1 A telephone system to which the CallPilot Mini connects. Modem A communications device that allows data to be exchanged between computers over telephone lines. The exchange is done by electronic processes called modulation and demodulation.
Glossary 89 RS-232 terminal A device with a display, such as a computer or a laptop, that you can connect to the serial port of the CallPilot Mini/CallPilot 150. Serial cable A cable that transfers data one bit at a time. This cable connects the CallPilot Mini/ CallPilot 150 to an RS232 terminal. Serial port A port that sends and receives data one bit at a time. This port is used to connect the CallPilot Mini/CallPilot 150 to an RS-232 terminal.
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Index A ACD Queue, adding on Meridian 1 30 Active agents, maximum 17 Attendant DN 40, 41 Auto-Attendant 17 Country 40, 42 Custom Call Routing 17 D Default Gateway 40, 41 Determining Feature Codes 43 B B1 and B2 directory numbers 83 Back up, CallPilot information 53 DNS server 22, 39, 41 E Backup and Restore Utility, installing 53 Electrical checklist 21 Base Application 41 EMC Kit, connecting 24, 26 Basic call center 17 EMC requirements 24, 35 Browser, requirements 29, 34 Environmental chec
Index K resetting mailbox 51 resetting modem access 52 resetting operator’s 50 resetting the Call Center administrator 51 KSU, compatible Norstar 18 L PBX, compatible Meridian 1 18 LAN, requirement for 22 PCMCIA slots 19 Language Configuration Utility 47 Pinouts Ethernet crossover cable 38 serial port 36 TCM ports 24 Languages, changing 47 LEDs 27 error messages 68 Log files 57 Port A pinout 24 Port B pinout 24 M Mailbox Keycode 40, 42 Mailbox, resetting password 51 Ports connecting to 24 l
Index Software upgrading 59 Storage (hours) 17 93 X XF Test 66 Subnet Mask 39, 41 Switches Meridian 1 18 Norstar 18 Symbols 16 System administrator password, resetting 49 System parts, listed 18 T TCM ports location 19 pinouts 24 Temperature requirements 21 Terminal requirements 35 using to change IP address 36 Text conventions 11 To Extension 40, 42 To Line 42 Troubleshooting 66 CallPilot does not reboot 67 Feature Codes 66 LEDs 68 power-on diagnostics fail 65 RS-232 63 Terminal 63 U UI style 41 Upgra
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