CallPilot 100/150 Telephone Administration

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Part No. P0607189 0218 September 2003CallPilot 100/150Telephone AdministrationGuide

2CallPilot 100/150 TelephoneAdministration GuideCopyright 2003 Nortel NetworksAll rights reserved. 2003.The information in this document is subject to change without notice. The statements, configurations, technical data, andrecommendations in this document are believed to be accurate and reliable, but are presented without express or impliedwarranty. Users must take full responsibility for their applications of any products specified in this document. The information inthis document is proprietary to Nortel Networks NA Inc.The software described in this document is furnished under a license agreement and may be used only in accordance with theterms of that license. The software license agreement is included in this document.TrademarksNORTEL NETWORKS is a trademark of Nortel Networks.All other trademarks and registered trademarks are the property of their respective owners.P0607189 02

3ContentsChapter 1Getting started with CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7About CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7CallPilot features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7CallPilot options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Message Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Desktop Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Chapter 2Using CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Who can use CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Using CallPilot with a two line display telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Chapter 3CallPilot mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15About installing mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15System Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Subscriber mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Guest mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Information mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Mailbox Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Class of Service values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Mailbox properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Restricting outdialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Initializing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24CallPilot 100/150 Telephone Administration Guide

4ContentsChapter 4Working with mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Adding a Subscriber mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Adding a Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Adding an Information mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Adding many mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29About mailbox passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Changing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Deleting a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35About Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36About Sending Group List messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36About Group List Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Adding a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Changing a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Deleting a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Chapter 5Setting up the Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41About the Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Greeting Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42About Company Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Recording a Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Setting up a Greeting Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Configuring line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Changing line configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50To change or view how a line is answered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Assigning the number of rings before CallPilot answers . . . . . . . . . . . . . . . . . . . . . . . 51Setting up Touchtone Gate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52About the CLID Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Chapter 6Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57About Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Planning and designing a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Components of a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58The Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Information Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Sub-menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Mailbox nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Transfer nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Destination types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60An example of a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61P0607189 02

Contents5Chapter 7Working with CCR Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Building a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Creating a Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Adding nodes to the Home node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Adding a Menu node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Adding an Information node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Adding a Mailbox node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Adding a Transfer node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72About transfers to external numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Adding special characters to an external transfer number . . . . . . . . . . . . . . . . . . . . . 75Assigning a CCR Tree to a Greeting Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Testing a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Disabling a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Deleting a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Changing a CCR Tree message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Changing a Mailbox node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Changing a destination type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Changing a Transfer node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Deleting a Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Chapter 8Broadcast and Information messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Information mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87About recording an Information mailbox message . . . . . . . . . . . . . . . . . . . . . . . . 87Recording an Information mailbox message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Chapter 9CallPilot operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89About resetting CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Initializing CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Resetting the System Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Operator settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Setting the Operator status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Changing the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Changing the Operator default extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Setting the Business Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Changing greetings or the Business Status from a remote telephone . . . . . . . . . 95Setting up line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Setting the Automated Attendant status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96CallPilot 100/150 Telephone Administration Guide

6ContentsCallPilot default system options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Language availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Group List leading digit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Outdialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Enabling a software authorization code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103External Mailbox Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Chapter 10Dialing Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105About Dialing Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105How the Dialing Translation Table works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Examples of Dialing Translation Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Setting Dialing Translation properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Building a Dialing Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Reviewing entries in the Dialing Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Changing a Dialing Translation Table entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Deleting a Dialing Translation Table entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Chapter 11Troubleshooting CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113CallPilot error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Chapter 12CallPilot configuration tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Delayed answering by the Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Ringing lines and answer buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Ringing Answer button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Using Call Forward All Calls (CFAC) and Call Forward No Answer (CFNA) . . . . . . . 122How to set up CallPilot for different businesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123CallPilot for a small business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123CallPilot for a medium business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Feature Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Chapter 13Default configuration values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145P0607189 02

7Chapter 1Getting started with CallPilotAbout CallPilotCallPilot is a versatile business communications tool that you can use to: answer incoming callsoffer callers a selection of options to route their calls or access informationprovide advanced voicemail, Auto Attendant and call handling capabilitiesThis guide leads a System Administrator through setting up and operating CallPilot on a CallPilot100/150 system. You can program CallPilot using any two-line display telephone on your Norstarsystem. You can also use the web-based CallPilot Manager to set up and operate CallPilot.CallPilot featuresCallPilot includes:VoicemailRecords messages and stores them in a mailbox for easy retrieval. Business telephones on yoursystem can have their own mailbox and greeting. Information can be distributed quickly todepartments and workgroups.Auto AttendantAnswers your business calls promptly, 24 hours a day, with a Company Greeting. Callers candirect their own calls by using the Company Directory.Custom Call Routing (CCR)Enhances the Auto Attendant menu with customized menus and information messages. With CCRyou can determine the menu options and record the voice prompts that guide callers along callpaths.CallPilot 100/150 Telephone Administration Guide

8Chapter 1 Getting started with CallPilotCallPilot optionsCallPilot has two options to enhance your office communications. You need a softwareauthorization code to enable a CallPilot option. Contact your vendor if you want to trial orpurchase a software authorization code.CallPilot options are:Message NetworkingMessage Networking links the CallPilot system with other voicemail systems and allows theexchange of voice messages between users at different sites. CallPilot supports Digital networkingand Audio Messaging Interchange Specification (AMIS) networking. For information aboutMessage Networking refer to the CallPilot Message Networking Set Up and Operation Guide.Call CenterCallPilot is an application that handles incoming calls as efficiently and economically as possible.Call Center answers calls, then routes the calls to agents in a skillset that most closely matches theneeds of the caller. Calls can be routed based on the origin of the call, the destination of the call, orthe information entered by the caller. Callers can be given high or low priorities. Callers canoverflow to different groups or skillsets of agents, transfer out of the system, leave a message, andhear announcements or informative messages. For information about Call Center refer to theNortel Networks Call Center Set Up and Operation Guide.For CallPilot 100/150, you can choose either CallPilot or Call Center as your primary application.Desktop MessagingWith Desktop Messaging subscribers can access their CallPilot mailbox from their personalcomputer. Subscribers can manage all of their voice messages from one graphical interface.P0607189 02

Chapter 1 Getting started with CallPilot9How to get helpUSA and CanadaAuthorized Distributors - ITAS Technical SupportTelephone: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 enterERC ail:naitas@nortelnetworks.comPresales Support (CSAN)Telephone:1-800-4NORTEL (1-800-466-7835)Use Express Routing Code (ERC) 1063#EMEA (Europe, Middle East, Africa)Technical Support - CTASTelephone:00800 800 rks.comCALA (Caribbean & Latin America)Technical Support - tworks.comAPAC (Asia Pacific)Technical Support - CTASTelephone: 61 388664627Fax: 61 388664644email:asia support@nortelnetworks.comCallPilot 100/150 Telephone Administration Guide

10Chapter 1 Getting started with CallPilotP0607189 02

11Chapter 2Using CallPilotWho can use CallPilotCallPilot 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 yourtelephone 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 ordesignated operator. If an operator is not available, the call transfers to the General DeliveryMailbox.System timeoutIf you pause longer than 2 minutes when you program CallPilot, the system times out and ends thesession. This is a safety feature that prevents unauthorized use of the system.For example, if the system times out before you enter all the settings for a mailbox, you must usethe procedures in “Changing a mailbox” on page 32 to finish setting up the mailbox.Using CallPilot with a two line display telephoneYou cannot use a single line display telephone to set up and administer CallPilot. You must use atwo line display telephone. Two line display phones show CallPilot commands and options. A twoline display can show up to three display options at once. In some instances, an option does nothave a corresponding display button, and you must select the option by pressing buttons on thediapad.While you program CallPilot, at any time, you can press to go back to the previous selections.An example of a two line displayDisplay command lineDisplay button optionsPswd:OTHRRETRYOKDisplay buttonsCallPilot 100/150 Telephone Administration Guide

12Chapter 2 Using CallPilotUsing the dialpadThe buttons on your display telephone dialpad act as both numbers and letters. Each buttonrepresents a number and letters of the alphabet.To enter a characterpress the dialpad button that represents the letter or number. Press thebutton again to see the next letter or number.To accept a characterpress or press another button. When you press another button, thecursor advances and the display shows the first character on the newbutton.To delete a characterpress the BKSP display button.Numbers and letters on the dialpad. 1 ’ -ABC2abc‹ DEF3def› GHI4ghifi J KL5jklfl MNO6mno‡ PQRS7pqrs TUV8tuv· WXYZ9wxyz Quit‚ Q Z Zero q z Accepts the displayed letter and,(comma)The display can show up to 16 characters. Whether the prompt remains on the display depends onthe type of prompt that is RYBKSPOKWhen you begin to enter the last name, the Name: command lineprompt disappears. For example, if you enter the name Partridge, youpress the pad ‡ for P, and the display drops the Name: prompt.PARTRIDGERETRYBKSPOKAlthough the name is only nine characters long, the command lineprompt is not shown on the display after you enter the entire name.This is an example of a display with fewer than 16 characters, wherethe command line prompt remains on the display.This display shows the Name: command line prompt.The prompt disappears for these command line prompts: Name:Log:Dest ph:P0607189 02

Chapter 2 Using CallPilot13Symbols and conventions used in this guideThese conventions and symbols are used to represent the Business Series Terminal display anddialpad.ConventionExampleWord is in a special font (in the top Pswd:line of the display)Used forCommand line prompts on display telephones.Underlined word in capital letters(on the bottom line of a two linedisplay telephone)PLAYDisplay option. Available on two line displaytelephones. Press the button directly below theoption on the display to proceed.Dialpad buttons Buttons you press on the dialpad to select aparticular option.About telephone buttonsThis table shows the Nortel Networks Business Series Terminal buttons. Use the buttons thatpertain to the type of telephone you use.Button nameT7100, T7208, T7316M7100, M7208, M7310,M7324M7100N, M7208N,M7310N, M7324NFeature ƒƒHandsfreeBottom right-handbutton Hold Volume Control Release You can enter , ƒ or ƒ and the code to use a feature. For example, press · to access your mailbox.The T7100 works differently from other telephones on your system because it does not have linebuttons. Where other telephones require that you select a line button to answer a call, on the T7100terminal you pick up the handset. Where other telephones require you to select a line button to takea call off hold, you press the button on the T7100 terminal.On T7100 terminals, you can answer a second call by pressing . Your active call is put onhold and you connect to the waiting call. You can have no more than two active calls at one time.CallPilot 100/150 Telephone Administration Guide

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15Chapter 3CallPilot mailboxesAbout installing mailboxesYou install mailboxes by enabling a software authorization code. The software authorization codeenables the number of mailboxes that you can add to CallPilot. On CallPilot 150 you can have amaximum of 300 subscriber mailboxes. On CallPilot 100 you can have a maximum of 40subscriber mailboxes. Refer to “Enabling a software authorization code” on page 103 forinformation on how to enable software authorization codes.System Administrator MailboxThe System Administrator Mailbox: is reserved for the System Administratoris created automatically when the system is initialized for the first timeis where you send Broadcast Messages fromOnly the System Administrator can access the System Administrator Mailbox. Remember tocheck this mailbox for messages.Warning: Change the System Administrator password as soon as possible tominimize the risk of unauthorized activity.Default System Administrator Mailbox number and password combinationsFor a mailboxnumber lengthof.the default Systemand the defaultAdministratorSystem Administrator so the combined mailbox numberMailbox number is. Mailbox password is. and password 10000020000The default Class of Service for the System Administrator Mailbox is 7. You can change the Classof Service any time. For information on changing the Class of Service, refer to “Changing amailbox” on page 32.CallPilot 100/150 Telephone Administration Guide

16Chapter 3 CallPilot mailboxesGeneral Delivery MailboxThe General Delivery Mailbox is your company mailbox. It is created automatically when thesystem is initialized for the first time. The General Delivery Mailbox stores messages from callerswhen the Operator is not available, from callers who use a rotary dial telephone, and when amailbox is full.Usually the receptionist or designated Operator checks for messages in the General DeliveryMailbox.Warning: Change the General Delivery Mailbox password as soon as possible tominimize the risk of unauthorized activity.Default General Delivery Mailbox number and password combinationsFor a mailboxnumber lengthof.the default Systemand the defaultAdministratorSystem Administrator so the combined mailbox numberMailbox number is. Mailbox password is. and password 10000000000The default Class of Service for the General Delivery Mailbox is 1. You can change the Class ofService any time. For information on changing the Class of Service, refer to “Changing a mailbox”on page 32.The General Delivery Mailbox can receive messages before it is initialized, but you must initializeit before you can retrieve messages from it. For information about initializing mailboxes, refer to“Initializing a mailbox” on page 24.Subscriber mailboxesCreate a Subscriber mailbox for each person in your organization who needs to be able to receivemessages.A Subscriber mailbox must be initialized by the mailbox owner before it can receive voicemessages. Until a mailbox is initialized, it cannot receive voice messages, it does not appear in theCompany Directory, and any calls that are directed to it are rerouted to the General DeliveryMailbox. Tell subscribers to change their mailbox password as soon as they initialize theirmailbox.P0607189 02

Chapter 3 CallPilot mailboxes17Guest mailboxesCreate 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. Thisidentifies the mailbox type. Create Guest mailbox numbers that begin with a digit that is differentthan the Subscriber mailbox numbers. For example, if Subscriber mailbox numbers start with two,Guest mailboxes can start with the number four.When to use Guest mailboxesGuest mailboxes can provide a temporary employee with CallPilot services, give clients access tointernal messaging and call routing, and let customers leave tele

Nortel Networks Call Center Set Up and Operation Guide. For CallPilot 100/150, you can choose either CallPilot or Call Center as your primary application. Desktop Messaging With Desktop Messaging subscribers can access their CallPilot mailbox from their personal computer. Subscribers can manage all of their voice messages from one graphical .File Size: 1MBPage Count: 148

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system defaults for CallPilot 100/150, Bu siness Communications Manager and BCM50. Use this guide to record how you program your Business Communications Manager or CallPilot 100/150 system. You can also use this guide as a reference when you make changes to CallPilot programming. Audience This guide

with the requirements of ISO 14001:2015? 4.4 14 Has your organization has considered the knowledge and information obtained by 4.1 and 4.2 when implementing and operating it EMS? Insert your company’s name or logo. ISO 14001:2015 Audit Checklist System & Process Compliance Auditing www.iso-9001-checklist.co.uk Page 6 of 41 Audit Findings Summary Manually transfer the audit findings from the .