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Chapter 6 Custom Call Routing

69

CallPilot Telephone Administration Guide

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

•

configure park prefixes and page zones if you want to use Park and Page

•

record the prompts and messages

By default, a caller can press

·

to hear prompts in an alternate language, or

‚

to reach an

operator. Tell callers about these options as part of the Home node prompt.

Components of a CCR Tree

The Home node

After the Company Greeting, a caller hears the Home node. The Home node is the “top” of the
CCR Tree. When a caller selects an option from the Home node, they can access a sub-menu, leave
a message, transfer to an extension or an external number, or play an Information Message. A
Home node can offer up to eight options. By default, 0 is reserved for reaching the Operator, and 9
offers the menu in the alternate language. A menu is a prompt that you record that presents a caller
with a list of up to eight options.

The Home node is on Level 0. As sub-menus are added to one another, the caller progresses
through the levels of the CCR Tree. You can create up to 11 levels (from 0 to 10).

An example of a Home node

Company Greeting

This is Ideal Office Machines. Our business hours are from
9:00 a.m. to 5:00 p.m. Monday to Friday.

The call is forwarded to the destination the caller chooses.

Home node

To place an order, press

⁄

.

To add your name to our mailing list, press

¤

.

To reach our Sales Department, press

‹

.

To speak with our Support Office, press

›

.

To speak with our receptionist, press

‚

.

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Summary of Contents for BayStack 100 Series

Page 1: ...Part No N0025636 02 October 2005 CallPilot Telephone Administration Guide ...

Page 2: ...ented 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 Trademarks Nortel Nortel Logo the Globemark and This is the way This is Nortel Design mark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered tradem...

Page 3: ... 13 Who can use CallPilot 13 System timeout 13 Using CallPilot with a two line display telephone 13 Using the dialpad 14 Symbols and conventions used in this guide 15 About telephone buttons 15 Chapter 3 CallPilot mailboxes 17 About installing mailboxes 17 System Administrator Mailbox 17 General Delivery Mailbox 18 Subscriber mailboxes 18 Guest mailboxes 19 Information mailboxes 20 Mailbox Class o...

Page 4: ...up the Auto Attendant 49 About the Auto Attendant 49 Greeting Tables 50 About Company Greetings 51 Recording a Greeting 52 Setting up a Greeting Table 53 Configuring line answering 58 Changing line configuration 59 To change or view how a line is answered 59 Assigning the number of rings before CallPilot answers 60 Setting up Touchtone Gate 61 About the CLID Routing Table 63 Chapter 6 Custom Call ...

Page 5: ...ee to a Greeting Table 88 Testing a CCR Tree 89 Disabling a CCR Tree 89 Deleting a CCR Tree 90 Changing a CCR Tree message 91 Changing a Mailbox node 92 Changing a destination type 93 Changing a Transfer node 94 Changing a Park and Page node 95 Deleting a Path 96 Chapter 8 Broadcast and Information messages 99 About Broadcast messages 99 Information mailbox messages 101 About recording an Informat...

Page 6: ... About Dialing Translation 121 How the Dialing Translation Table works 121 Examples of Dialing Translation Tables 122 Setting Dialing Translation properties 124 Building a Dialing Translation Table 125 Reviewing entries in the Dialing Translation Table 126 Changing a Dialing Translation Table entry 127 Deleting a Dialing Translation Table entry 128 Chapter 11 Troubleshooting CallPilot 129 CallPilo...

Page 7: ...Contents 7 CallPilot Telephone Administration Guide Chapter 13 Default configuration values 149 Glossary 153 Index 161 ...

Page 8: ...8 Contents N0025636 02 ...

Page 9: ...ne on your Norstar system You can also use the web based CallPilot Manager to set up and operate CallPilot CallPilot features CallPilot includes Voicemail Records messages and stores them in a mailbox for easy retrieval Business telephones on your system can have their own mailbox and greeting Information can be distributed quickly to departments and workgroups Auto Attendant Answers your business...

Page 10: ... an application that handles incoming calls as efficiently and economically as possible Call Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Calls can be routed based on the origin of the call the destination of the call or the information entered by the caller Callers can be given high or low priorities Callers can overflow to d...

Page 11: ...ort you can enter ERC 338 Website http www nortelnetworks com itas email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support CTAS Telephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com CALA Caribbean Latin America Technical Support CTAS Telephone 1 954 858 ...

Page 12: ...12 Chapter 1 Getting started with CallPilot N0025636 02 ...

Page 13: ... This is a safety feature that prevents unauthorized use of the system For example if the system times out before you enter all the settings for a mailbox you must use the procedures in Changing a mailbox on page 38 to finish setting up the mailbox Using CallPilot with a two line display telephone You cannot use a single line display telephone to set up and administer CallPilot You must use a two ...

Page 14: ... advances and the display shows the first character on the new button To delete a character press the BKSP display button 1 A B C 2 a b c D E F 3 d e f G H I 4 g h i ﬁ J K L 5 j k l ﬂ M N O 6 m n o P Q R S 7 p q r s T U V 8 t u v W X Y Z 9 w x y z Quit Q Z Zero q z Accepts the displayed letter and comma This is an example of a display with fewer than 16 characters where the command line prompt rem...

Page 15: ...Where other telephones require you to select a line button to take a call off hold you press on the T7100 terminal On T7100 terminals you can answer a second call by pressing Your active call is put on hold and you connect to the waiting call You can have no more than two active calls at one time Convention Example Used for Word is in a special font in the top line of the display Pswd Command line...

Page 16: ...16 Chapter 2 Using CallPilot N0025636 02 ...

Page 17: ...the first time is where you send Broadcast Messages from Only the System Administrator can access the System Administrator Mailbox Remember to check this mailbox for messages The default Class of Service for the System Administrator Mailbox is 7 You can change the Class of Service any time For information on changing the Class of Service refer to Changing a mailbox on page 38 Warning Change the Sy...

Page 18: ...ut initializing mailboxes refer to Initializing a mailbox on page 27 Subscriber mailboxes Create a Subscriber mailbox for each person in your organization who needs to be able to receive messages A Subscriber mailbox must be initialized by the mailbox owner before it can receive voice messages Until a mailbox is initialized it cannot receive voice messages it does not appear in the Company Directo...

Page 19: ...ment and order taking capabilities When you provide services that let a customer call into a mailbox include the mailbox number in the greeting This lets a caller transfer directly to the mailbox To use a Guest mailbox to provide telephone registration you must first determine a mailbox number Make sure that the Guest mailbox number is unique and is not assigned to any display telephone extension ...

Page 20: ...ages on page 101 Information mailboxes are maintained by the System Administrator or a mailbox owner You can use Information mailboxes to announce sales provide product lists announce special events A caller is disconnected automatically after listening to an Information mailbox Information mailbox Greetings can be recorded by you or by the person assigned the Information mailbox To let callers kn...

Page 21: ...h The maximum length of a mailbox greeting Greeting length is from 1 to 30 minutes Off premise Message Notification Redirects messages to another extension telephone number or pager Dialing restrictions that apply to outdial lines apply to Off premise Message Notification Retry intervals For Off premise Message Notification the minutes between attempts to notify the recipient of a new or urgent me...

Page 22: ...30 30 Networking Y Y Y Y N N Y Y Target Attendant Y Y Y Y N N Y Y Call Record N N N N N N N N Mailbox UI The interface selected from the Installation Wizard as the primary interface Class of Service 9 10 11 12 13 14 15 16 Prompt language P A P A P A P A Mailbox message time in minutes 10 10 30 30 120 120 120 120 Message length in minutes 3 3 7 7 10 10 2 2 Message retention period in days 365 365 6...

Page 23: ...n the Company Directory Even if you do not include a mailbox in the Company Directory the mailbox owner must still record their name when they initialize their mailbox Message Waiting Notification Message Waiting Notification gives subscribers a visual indication on their telephone display that they have new messages Message Waiting Notification displays Message for you on a subscriber s display t...

Page 24: ...nly Only extensions that do not have a mailbox assigned can be used as an alternate extension There are no default alternate extensions for Subscriber mailboxes Alternate extensions receive the same Message Waiting Indication and Caller Display information as the primary extension Subscribers can use the Open Mailbox feature from alternate extensions to access messages from their primary extension...

Page 25: ...ing is enabled CallPilot calls a mailbox owner s telephone that is call forwarded The default for Call Screening is No which means that unless subscribers have Calling Line Identification CLID they cannot determine who is calling before they answer the call Park and Page With Park and Page external callers can press 6 to page a mailbox subscriber while they listen to the subscriber s personal gree...

Page 26: ...restrictions to the extension numbers that CallPilot is connected to This restricts all outdialing calls including external transfers from CCR trees Off premise Message Notification and Outbound Transfers Outdialing is done by the extension that CallPilot is connected to For more information refer to your system documentation In system programming assign dialing restrictions to the extension of th...

Page 27: ...itialize a mailbox 1 Press 2 Log on by following the voice prompts 3 This display appears briefly to indicate that you must change your password 4 Enter a new password from four to eight digits long that does not start with zero Press OK or 5 Reenter your new mailbox password and press OK or 6 At the tone record your name in the Company Directory Include your mailbox number in the recording For ex...

Page 28: ...28 Chapter 3 CallPilot mailboxes N0025636 02 ...

Page 29: ...a Class of Service from 1 to 16 8 Enter the mailbox owner s last name press enter the mailbox owner s first name or initial and then press OK The name can be a maximum of 16 characters For information on entering names using the telephone dialpad refer to Using the dialpad on page 14 9 Press YES if you want the Subscriber s name to be included in the Company Directory 10 Press NEXT if you want the...

Page 30: ...nt to assign an Alternate extension and go to step 21 16 Enter the Alternate extension and press OK 17 Press NEXT 18 Press CHNG if you want to assign another Alternate extension or press NEXT and go to step 21 This display does not appear unless you assigned an Alternate extension 19 Enter the second Alternate extension and press OK 20 Press NEXT 21 Press CHNG to assign an Express Messaging Line o...

Page 31: ...Zone from 1 6 that you want paged in or press ALL If you chose overhead paging SPKR in the previous step this step does not appear 27 Press NEXT if you want the page to be retried once or press CHNG and enter how many times you want the system to retry paging from 0 5 28 Press NEXT to accept the default retry interval of 15 seconds or press CHNG and enter the number of seconds between paging retri...

Page 32: ...the mailbox owner s first name or initial and then press OK For information on entering names using the telephone dialpad refer to Using the dialpad on page 14 9 Press YES if you want to include the mailbox owner s name in the Company Directory 10 Press NO 11 Press 12 Press NEXT to accept the default page type of none or press CHNG to choose how you want calls to be paged in the internal zone SETS...

Page 33: ...not appear 14 Press NEXT if you want the page to be retried once or press CHNG and enter how many times you want the system to retry paging from 0 5 15 Press NEXT to accept the default retry interval of 15 seconds or press CHNG and enter the number of seconds between paging retries The range is 5 300 seconds 16 To add another Guest Mailbox repeat steps 3 through 15 or press to end the session Zone...

Page 34: ...or mailbox number and password and then press OK 2 Press MBOX 3 Press ADD 4 Enter the Information Mailbox number 5 Press NEXT 6 Press OK 7 Enter a Class of Service from 1 to 16 8 Enter the mailbox name and press OK For information on entering names using the telephone dialpad refer to Using the dialpad on page 14 9 Press YES if you want to include the mailbox name in the Company Directory 10 Repea...

Page 35: ...racteristics the mailbox number is the same as the extension number Class of Service is the same for all mailboxes the Call Screening setting is the same for all mailboxes the mailbox name is taken from the extension names assigned on your system If extension names are not programmed the mailbox number is used the Message Waiting Notification property is the same for all mailboxes the Outdial rout...

Page 36: ...mber and press OK Line numbers must be between 1 and 500 Although line pools are labelled by a letter such as A B or C CallPilot accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on 10 Press OK 11 Press NEXT or press CHNG to enable Call Screening for the mailboxes 12 Press YES 13 The display shows the numbers of the mailboxes that are being created 14 Press OK to end...

Page 37: ...x cannot be opened until the password is reset Refer to To change a mailbox on page 38 Password expiry In its Class of Service each mailbox is assigned the maximum number of days a password remains active If the maximum number of days is exceeded the mailbox password expires The mailbox owner can open the mailbox but cannot access messages or perform other mailbox functions until they change the p...

Page 38: ...assword After you reset a mailbox password tell the mailbox owner to change the default password as soon as possible While the mailbox has the default password the mailbox is vulnerable to unauthorized access 1 Press Enter the System Administrator mailbox number and password and then press OK 2 Press MBOX 3 Press CHNG 4 Enter the mailbox number or press DIR to use the Company Directory 5 If you wa...

Page 39: ...mes using the telephone dialpad refer to Using the dialpad on page 14 14 Press NEXT 15 If you want to change whether the mailbox owner s name is included in the Company Directory press CHNG or press NEXT and go to step 17 16 Press NEXT 17 If you want to change message waiting notification for the mailbox press CHNG or press NEXT 18 Press CHNG if you want to change the outdial method or press NEXT ...

Page 40: ... or if you want to change the Alternate extension enter the new extension number and press OK 24 Press CHNG to change the second Alternate extension 25 If you want to delete the second Alternate extension press The display shows Alt2 ext none or if you want to change the second Alternate extension number enter the new extension number and press OK Alt2 ext appears only if Alternate extension 1 is ...

Page 41: ...paged in or press ALL If you chose overhead paging SPKR in the previous step this step does not appear 34 Press NEXT to accept the page retries shown or press CHNG and enter how many times you want the system to retry paging from 0 5 35 Press NEXT to accept the retry interval shown or press CHNG and enter the number of seconds between paging retries The range is 5 300 seconds 36 Press to end the s...

Page 42: ...box in CCR appears on your display You cannot delete a mailbox if it is currently in use it is used in a CLID table or a CCR Tree it is the System Administrator or the General Delivery Mailbox To delete a mailbox 1 Press Enter the System Administrator Mailbox number and password and then press OK 2 Press MBOX 3 Press DEL 4 Enter the number of the mailbox you want to delete or press DIR to use the ...

Page 43: ...sends a message to the Group List the subscriber does not receive the message For instructions on how to send a Group List message to a Voice Group List refer to the CallPilot Reference Guide About Group List Numbers During system installation a number from 0 to 9 default 9 is assigned as the Group List leading digit For example the default Group List numbers are 901 to 999 If the leading digit is...

Page 44: ...es a message for the mailboxes in the group 7 To listen to your recording press PLAY or to accept the recording press OK or to record the name again press RETRY 8 Enter the Group List name maximum 16 characters and press OK 9 Enter the number of the first mailbox you want to include in the Group List If you do not know the number of the mailbox press DIR to search the Company Directory 10 Press AD...

Page 45: ... 2 Press OTHR 3 Press GLIST 4 Press CHNG 5 Enter the number of the Group List you want to change 6 To change the Group List name press CHNG or press NEXT and go to step 9 7 Enter the new Group List name and press OK 8 Press NEXT 9 To change the recorded Group List name press REC or press NEXT and go to step 12 10 At the tone record the new Group List name and press OK 11 To listen to your recordin...

Page 46: ... delete a mailbox number from the Group List or press VIEW to view the members of the Group List 13 Enter the number of the mailbox you want to add or delete 14 After you make the changes you want to the make to the Group List press to end the session GList members ADD DEL VIEW Mbox DIR QUIT GList members ADD DEL VIEW ...

Page 47: ...te any mailboxes from the CallPilot system To delete a Group List 1 Press Enter the System Administrator Mailbox number and password and then press OK 2 Press OTHR 3 Press GLIST 4 Press DEL 5 Enter the number of the Group List you want to delete 6 Press DEL 7 This display appears briefly 8 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR OTHR Group List Admin ADD DEL C...

Page 48: ...48 Chapter 4 Working with mailboxes N0025636 02 ...

Page 49: ...ing when they call the sales line and a different greeting when they call the customer support line After the greeting the Auto Attendant Menu offers a range of options that callers can select using the dialpad of their phone If you want to offer a greater range of options and services for incoming calls you can assign a Custom Call Routing CCR menu to play instead of the Auto Attendant Menu See P...

Page 50: ...ple if your company has two incoming lines and you want to have one line assigned to the alternate language assign the line to the Greeting Table that has greetings recorded in the alternate language You can record greetings 5 6 7 and 8 in the alternate language and assign the greetings to Greeting Table 2 for line 2 Greeting Type Table 1 Table 2 Table 3 Table 4 Morning Greeting 1 Greeting 5 Greet...

Page 51: ...reeting 1 plays as the Morning Greeting for Greeting Table 1 2 3 and 4 If you use only one Greeting Table the numbered greetings you record from 1 to 4 play automatically You do not have to assign Greetings 1 to 4 to the table but you must select the language preference If you use a Primary and Alternate Language record the option instruction in both languages For example if you use English as you...

Page 52: ...record from 1 to 40 and press OK 6 Press REC At the tone record your greeting Do not hang up the handset when you are finished recording 7 Press OK to end your recording 8 To listen to the greeting press PLAY or to accept the recording press OK or to re record the greeting press RETRY Repeat steps 5 through 9 if you want to record another greeting 9 Press to end the session Log QUIT RETRY OK Admin...

Page 53: ... can record a Primary and an Alternate Custom prompt for each Greeting Table Greeting For each Greeting Table you can assign what Greeting plays for each time of day Language preference You can set the language preference for each Greeting Table This setting determines which language the Auto Attendant uses when answering incoming calls If the CallPilot bilingual option is not enabled you cannot s...

Page 54: ...t the appropriate telephone You can send calls to the appropriate mailbox instead depending on time of day If you use Time of Day Blocking when a caller dials an extension or name the call goes to the corresponding mailbox If no initialized mailbox exists for the extension the caller hears The person you have called is not available followed by the CCR menu voice prompt If a fax machine calls the ...

Page 55: ...gning the Afternoon Evening and Non business Greetings to the Greeting Table repeat steps 10 through 12 or if you are finished assigning Greetings press NEXT until you see the display in step 14 that you can assign a language preference from If you do not have the bilingual option enabled the steps for setting a language preference are not available and you go to step 16 14 If you want to change t...

Page 56: ...r more information refer to Building a CCR Tree on page 73 21 Press NEXT 22 Press NEXT 23 Press NEXT 24 If you want to use Auto Attendant Time of Day Blocking for the morning hours press CHNG or if you do not want blocking for the morning hours press NEXT 25 If you want to use Auto Attendant Time of Day Blocking for the afternoon hours press CHNG or if you do not want blocking for the morning hour...

Page 57: ...s NEXT 34 Press CHNG 35 Enter the Monday Evening start time and press AM or PM 36 Press NEXT 37 Press CHNG 38 Enter the Non business start time and press AM or PM 39 Press DAY 40 Repeat steps 23 through 34 for each day of the week 41 Press to return to the Auto Atdt Admin display and continue setting up Greeting Tables or press to end the session NBU DN Disable N CHNG NEXT Mo morn 12 00 am CHNG DA...

Page 58: ...trator Mailbox number and password and then press OK 2 Press AA 3 Press LINES 4 Enter the number of the line you want to configure and press OK 5 Press CHNG to toggle the Answer status from N to AA 6 Press TABLE 7 Press CHNG 8 Enter a Greeting Table number from 1 to 4 and press OK 9 If you want to continue adding lines press NEXT and repeat steps 5 to 9 or press to end the session Log QUIT RETRY O...

Page 59: ...mber and password and then press OK 2 Press AA 3 Press LINES 4 Enter the line number and press OK 5 Use the NEXT and CHNG buttons to view the assigned lines or change the answer status You can press to return to step 4 and select a line number without having to go through the entire list 6 When you are finished viewing and changing lines press to end the session Log QUIT RETRY OK Admin MBOX AA OTH...

Page 60: ...your Norstar administrator Without CLID personalized greetings CLID Routing Table and other features related to CLID do not work To assign or change the number of rings 1 Press Enter the System Administrator Mailbox number and password and then press OK 2 Press AA 3 Press LINES 4 Enter the line number and press OK 5 Press TABLE 6 Press RINGS 7 Press CHNG 8 Enter a number of rings from 0 to 12 and ...

Page 61: ...is not presented to internal callers or callers who use Feature 981 or Feature 986 If you disable Touchtone Gate re record the Company Greeting to include If you are calling from a tone dial telephone please dial the extension number or press for the Company Directory If not please hold and you will be transferred to the operator To set up Touchtone Gate Note If you want to use a custom prompt you...

Page 62: ...G to change the custom voice prompt Greeting number or press OK to accept the custom voice prompt Greeting number and go to step 11 8 Enter the custom voice prompt Greeting number and press OK 9 Press OK to accept the new Greeting number 10 Press to end the session TT gate custom CHNG NEXT TT Greeting 40 CHNG OK Greeting RETRY OK TT Greeting x RETRY OK ...

Page 63: ...le if you enter 4165960196 the system routes an incoming call from this number to a specific destination However if you make 416 a table entry all incoming calls with this prefix are routed to a specific destination Entries in the CLID Routing Table are sorted in numerical order from the longest number to the shortest An incoming call is routed by the longest CLID entry that matches the calling nu...

Page 64: ...o a Greeting Table Press TABLE Enter a Greeting Table number from 1 to 4 Press OK To route the phone number to an extension Press EXT Enter the extension number Press OK To route the phone number to a mailbox Press OTHR Press MBOX Enter the mailbox number Press OK To route the phone number to a CCR Tree Press OTHR Press CCR Enter the CCR Tree number from 1 to 8 Press OK 6 Repeat steps 3 through 5 ...

Page 65: ...o change or delete and press OK 5 Press CHNG and follow the display prompts to change the phone number Each phone number assigned to the CLID Routing Table must be unique or press NEXT to view the next phone number in the table or press OTHR to delete a phone number and go to step 6 6 Press DEL to delete the phone number from the table 7 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTH...

Page 66: ...66 Chapter 5 Setting up the Auto Attendant N0025636 02 ...

Page 67: ...mpany Greeting CCR Trees contain paths that callers navigate using their telephone dialpad By selecting an option from the prompts callers can hear an Information Message leave a message in a mailbox transfer to an extension or an external number go to a sub menu have their call parked and a page generated Custom Call Routing overview Automated Attendant answers answers Receptionist Company Greeti...

Page 68: ...rt by creating the options presented in the Home node You can include up to eight options in the Home node You record a prompt that informs callers of the Home node options You can build up to eight CCR Trees After you build a CCR Tree you must assign it to a Greeting Table ...

Page 69: ...Home node is the top of the CCR Tree When a caller selects an option from the Home node they can access a sub menu leave a message transfer to an extension or an external number or play an Information Message A Home node can offer up to eight options By default 0 is reserved for reaching the Operator and 9 offers the menu in the alternate language A menu is a prompt that you record that presents a...

Page 70: ...ark See you there If the Home node is an Information Message the caller disconnects at the end of the message You cannot specify another destination For information on destination types refer to Destination types on page 71 Using an alternate language for the Home node prompt If you record an alternate language Home node prompt you must tell callers about the alternate language option In the prima...

Page 71: ...estination Previous returns the caller to the previous menu Home returns the caller to the Home node Disconnect disconnects the caller You can assign destinations only to Information and Mailbox nodes To see an example of how to use destinations in a CCR Tree refer to An example of a CCR Tree on page 72 Paths A Path can be a series of menus Information Messages Mailboxes or Transfers A Path number...

Page 72: ...r Transfers the call to the Service department 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 Information message Our weekly specials are Destination PREV Transfer Transfers the call to the order desk Mailbox Leave your contact information and a sales per...

Page 73: ...on message If the Home node is a Menu node create the sub nodes The sub nodes can be Menu sub nodes Information nodes Mailbox nodes Park and Page nodes Transfer nodes 2 Assign the CCR Tree to a Greeting Table You can assign a CCR Tree for each time of day 3 Test the CCR Tree Note To minimize the potential of service disruptions avoid working on CCR Trees during periods of peak activity Callers can...

Page 74: ...rom 1 to 8 and press OK 6 Press BUILD 7 Pick up the handset and press REC 8 At the tone record your Home Menu or Information message and press OK to end the recording Do not replace the handset 9 If you want to listen your recording press PLAY or if you want to accept your recording press OK 10 Press END 11 Press SAVE 12 Press YES 13 This display appears briefly 14 Press to end the session Log QUI...

Page 75: ... many options to offer in a menu you must determine where each option directs the caller After you assign a Menu sub node create another set of nodes in the next level of the tree The nodes can be another Menu node an Information node a Transfer node or a Mailbox node You can assign up to eight nodes to each menu A Menu sub node gives callers single digit access to another list of options For exam...

Page 76: ... OK For example to create a Menu node on the second level of the CCR Tree enter The first 1 is the path of the first level Menu node The second digit is the path where you want to create the new Menu node 9 Press MENU 10 Pick up the handset and press REC At the tone record the prompt 11 Press OK to end the recording Do not hang up the handset 12 Press OK to accept the recording or if you want to r...

Page 77: ...CallPilot Telephone Administration Guide 14 Press END 15 Press SAVE 16 Press YES 17 This display appears briefly 18 Press to end the session Path RETRY END OK Tree x SAVE PRINT QUIT Save as tree x YES OTHR QUIT Tree saved CCR Admin ADMIN ...

Page 78: ...r and press OK For example to create an Information node on the second level of a CCR Tree enter The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Information node 8 Press INFO 9 Pick up the handset and press REC At the tone record your Information mailbox message 10 Press OK to end your recording Do not replace the handset 11 Press OK t...

Page 79: ...u 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 71 14 Press END 15 Press SAVE 16 Press YES 17 This display appears briefly 18 Press to end the session Destination PREV HOME DISC Path RETRY END OK Tree x SAVE QUIT Save as tree x YES OTHR QUIT Tree saved CCR Admin ADMIN ...

Page 80: ...er the System Administrator Mailbox number and password and then press OK 2 Press OTHR 3 Press CCR 4 Press ADMIN 5 Enter the number of the CCR Tree you want to add a Mailbox node to and press OK 6 Press CHNG 7 Enter the Path number and press OK For example to create a Mailbox node on the second level of a CCR Tree enter The first 1 is the path of the first level Menu node The second digit is the p...

Page 81: ...u 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 71 12 Press END 13 Press SAVE 14 Press YES 15 This display appears briefly 16 Press to end the session Destination PREV HOME DISC Path RETRY END OK Tree x SAVE QUIT Save as tree x YES OTHR QUIT Tree saved CCR Admin ADMIN ...

Page 82: ...e Path number and press OK For example to create a Transfer node on the second level of a CCR Tree enter The first 1 is the path of the first level Menu node The second digit is the path where you want to create the Transfer node 8 Press OTHR 9 Press XFER 10 Press INT 11 Enter the extension 12 Press END 13 Press SAVE 14 Press YES 15 This display appears briefly 16 Press to end the session Log QUIT...

Page 83: ...ansfer for a CCR external transfer you must press before the telephone number For example for the telephone number ﬁﬁﬁ ﬁﬁﬁ is the telephone number dialed For information on preventing unauthorized calls using outdial refer to Outdial route on page 23 To add a Transfer to an external number 1 Press Enter the System Administrator Mailbox number and password and then press OK 2 Press OTHR 3 Press CCR...

Page 84: ... for A 2 for B 3 for C and so on 13 Press OK to accept the line or pool number 14 Enter a destination telephone number up to 30 digits and press OK 15 Press OK to accept the destination phone number or press ADD to add more digits Refer to Adding special characters to an external transfer number on page 85 for more information 16 Press END 17 Press SAVE 18 Press YES 19 This display appears briefly...

Page 85: ...umber Press Description or DIGS to resume adding digits to the destination phone number or PAUS to enter a timed pause that appears as P on the display Pauses are four seconds long You can press PAUS again to enter another four second pause to recognize dial tone behind PBX The Recognize Dial Tone special character appears as D on the display ﬁor OTHR to enter a ﬂor OTHR to enter a OTHR then TONE ...

Page 86: ...onds and retries the page CallPilot retries every five seconds until the paging facility is not busy or the park timeout expires or the caller disconnects whichever occurs first If the call is still unanswered CallPilot unparks the call plays the The person you have called is not available prompt and the call returns to the CCR Tree The people who are paged hear the paging prompt and the park stri...

Page 87: ...verhead paging or BOTH The default is SETS 14 The default paging zone 1 appears To select a different zone press CHNG and select the paging zone you want to use 2 3 4 5 6 or All If you use a CallPilot system with a Compact ICS select a number from 1 to 3 or All If in the previous step you selected SPKR this display does not appear 15 The default number of retries 1 appears To select a different nu...

Page 88: ...s OK 6 Press NEXT until you see this display 7 Press CHNG if you want to assign a CCR Tree to the Greeting Table for the morning or press NEXT if you do not want to assign a CCR Tree and go to step 11 8 Enter the number of the CCR Tree that you want to assign to the Greeting Table for the morning 9 This display appears briefly 10 Press NEXT if you want to assign afternoon evening and non business ...

Page 89: ...re service is not disrupted by removing any references to the CCR Tree from the Greeting Tables and the CLID Routing Table To disable a Tree 1 Press Enter the System Administrator Mailbox number and password and then press OK 2 Press AA 3 Press TABLE 4 Enter the Greeting Table number and press OK twice 5 Press NEXT until the display shows 6 Press CHNG if you want to disable the morning CCR Tree or...

Page 90: ...s 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 7 Press YES 8 This display appears briefly 9 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR OTHR CCR Admin ADMIN CCR tree RETRY OK Tree x CHNG QUIT Delete tree x YES NO Tree de...

Page 91: ...press REC Do not use handsfree At the tone record the primary language menu 10 Press OK to end your recording 11 Press OK to accept your recording 12 Press NO if you do not want to record an alternate message or press YES to record an alternate message 13 Press END 14 Press SAVE 15 Press YES 16 This display appears briefly 17 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIS...

Page 92: ...er the new mailbox number Make sure the mailbox is initialized before you assign it to a CCR Tree 11 Press OK if you want to accept the assigned destination type or press CHNG and assign a new destination type 12 Press END 13 Press SAVE 14 Press YES 15 This display appears briefly 16 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CCR Admin ADMIN CCR tree RETRY OK Tre...

Page 93: ...ress CHNG 7 Enter the Path number of the node you want to change and press OK 8 Press CHNG The display shows Info if you are changing an Information node 9 Press NEXT 10 Press CHNG 11 Change the destination type press PREV return the caller to the previous menu or press HOME to return the caller to the Home node or press DISC to disconnect the call 12 Press OK 13 Press END 14 Press SAVE 15 Press Y...

Page 94: ...th number of the node you want to change and press OK 8 Press CHNG 9 Press CHNG 10 Press INT if you are changing an internal extension or press EXT if you are changing an external extension 11 Enter the new extension number you want to transfer to and press NEXT 12 Press END 13 Press SAVE 14 Press YES Tree saved CCR Admin ADMIN Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CCR Admin ADMIN C...

Page 95: ...he call to an extension before you park and page it press CHNG and enter the extension or if you do not press NEXT If the call is not answered at this extension it returns to the CCR Tree and a park and page is performed 10 Select CHNG if If you want the call to be immediately parked and paged or select NEXT if you want the call to be transferred before it is parked and paged 11 Select they page t...

Page 96: ...is the number of times the system will try to page to the paging zone 14 The default interval of 15 seconds appears This is the number of seconds between paging retries The retry time is measured from the end of the playback of the page To specify a different interval press CHNG and enter a value between 5 300 seconds 15 Press REC to record your primary recordings These recording are played over t...

Page 97: ... 6 Press CHNG 7 Enter the Path number you want to delete and press OK 8 Press ERASE 9 Press YES 10 This display appears briefly 11 Press END 12 Press SAVE 13 Press YES 14 This display appears briefly 15 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CCR Admin ADMIN CCR tree RETRY OK Tree x CHNG QUIT Path RETRY END OK x xxx CHNG ERASE OK Erase path YES NO Path erased ...

Page 98: ...98 Chapter 7 Working with CCR Trees N0025636 02 ...

Page 99: ...ddress If you use the CallPilot interface is the default Broadcast message address If you use the Norstar Voice Mail interface is the default Broadcast message address To send a Broadcast message you must follow the procedures that apply to the interface you use For information about checking what interface you use refer to the CallPilot Reference Guide To record and send a Broadcast message Norst...

Page 100: ...ss OK or A mailbox summary is announced 4 Press COMP or ﬁ to enter the Compose Message option 5 Enter the Broadcast message address and press OK or is the default Broadcast message address The Broadcast message address changes if you change the Group List leading digit 6 Press REC or ﬁ and record the Broadcast message at the tone 7 Press OK or to end your recording or press REREC to erase and re r...

Page 101: ...ore you record an Information mailbox message you must determine what the message includes As you prepare the message be sure to include important times and dates For example Paddy s Dance Studio proudly presents an extravaganza of dance The entertainment begins at 8 00 pm on the fourth of July Toddlers tap is in the White Room Folk dance is in the Green Room Classical ballet is in the Pink Room C...

Page 102: ...e Information mailbox 2 If you use the CallPilot interface Press to open the Greetings Options menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIN or Press GREET or Go to step 3 3 Press REC or 4 Press PRIME or to record the Primary Information mailbox message or press ALT or to record the Alternate Information mailbox message 5 Press YES or and record the message at the tone ...

Page 103: ...tialize CallPilot 1 Press Enter the System Administrator Mailbox number and password and then press OK If you reset CallPilot before you do the initial setup enter the default password 0000 2 Press This option does not appear as a display button option 3 Enter ﬂ ﬁﬁ Reinstall and press OK To keep your system secure keep this password secret 4 Press YES 5 As CallPilot resets the display shows Resett...

Page 104: ...pear and you go to step 12 8 The default Group List leading digit is 9 Press CHNG if you want to enter a new Group List leading digit or press NEXT 9 If you want to change the primary interface press CHNG or Press NEXT 10 Press NEXT 11 Press CHNG to toggle the setting between Norstar Voice Mail and CallPilot and press NEXT 12 Press OK 13 The display shows Configuring Initialization takes about thr...

Page 105: ... The default password is 0000 After you reset the System Administrator password you must log on and change the password immediately to prevent a security breach To reset the System Administrator password 14 When the system is initialized the display shows System ready and Exit and then shows the time and date 1 Press ﬁ 2 Press 3 Press ﬂ Resetsmpswd and press OK or 4 Press YES or System ready Exit ...

Page 106: ...llers Set the Operator status to No when your receptionist or designated operator goes for a break lunch or leaves in the afternoon When the Operator Status is set to No a caller who requests an Operator is informed the Operator is not available and is transferred to the Automated Attendant to dial another extension or leave a message To set the Operator status 1 Press 2 Enter the default operator...

Page 107: ... password if it is forgotten Resetting the Operator password resets the Operator password to the default of ﬂ ﬂ Operator 1 Press 2 Enter the Operator password or the default Operator password ﬂ ﬂ Operator and press OK 3 Press 4 Enter a new Operator password between 4 and 8 digits and press OK 5 Press to end the session 1 Press ﬁ 2 Press 3 Press ﬂ Resetoperpswd and press OK or 4 Press YES or Pswd R...

Page 108: ... Tables If you set the Business Status to Yes greetings are played according to the time scheduled in the Greeting Tables For example if Business Status is set to Yes the Morning Afternoon and Evening Greetings play automatically according to the start times programmed in the Greeting Tables When the receptionist sets the Business Status to No at the end of the business day or prior to the weekend...

Page 109: ... incoming calls and presents each caller with the Company Greeting and the Automated Attendant menu When Answer Lines is disabled CallPilot does not answer incoming calls Your receptionist must answer and route incoming calls For more information about line configuration refer to Configuring line answering on page 58 To assign Answer Lines 1 Press 2 Enter the Operator password and press OK 3 Press...

Page 110: ... Attendant status is set to No callers do not have any options after they leaving a message Callers hear the voice prompt Message delivered Exiting the system good bye and the call ends You can set the Automated Attendant prompt to No to prevent callers from having lengthy CallPilot sessions or if you use CallPilot behind a private exchange system To change the Automated Attendant status 1 Press 2...

Page 111: ...anguage choice on a bilingual system the change affects the language designations for Greetings that are assigned to the Automated Attendant voice prompt selections for callers who use the Automated Attendant voice prompt selections for callers who transfer to mailbox greetings To change the language availability and the Primary and Alternate Languages 1 Press Enter the System Administrator mailbo...

Page 112: ...econdary language 8 Press to end the session Note You cannot change the Group List leading digit to a number that conflicts with mailbox numbers For example if your company has mailboxes ranging from 500 to 720 you cannot choose 5 6 or 7 as the Group List leading digit 1 Press Enter the System Administrator mailbox number and password and then press OK 2 Press This option does not appear as a disp...

Page 113: ...rmation Mailboxes or press to reach the Operator Subscribers can still record and send messages from their mailbox to other CallPilot mailboxes CallPilot users still can leave a message in a mailbox using the Leave Message feature CallPilot users still can transfer internal calls to another mailbox using the Voicemail Transfer feature ﬂ To enable or disable voicemail 1 Press Enter the System Admin...

Page 114: ... the DIR button option does not appear on two line display telephones when a subscriber sends a message from their mailbox or uses the Leave Message feature the prompt Press to use the Directory does not play to callers who use the Automated Attendant to subscribers who send a message from their mailbox or use the Leave Message feature To enable or disable the Company Directory 1 Press Enter the S...

Page 115: ... incoming calls For more information on Off premise Message Notification and Outbound Transfer features refer to Class of Service values on page 22 To designate the number of channels for outdialing Note Enable Outbound Transfer only for users who require this feature Outbound Transfer increases the likelihood of unauthorized use of the CallPilot system 1 Press Enter the System Administrator mailb...

Page 116: ...alls that are usually directed to the General Delivery Mailbox are not allowed the Automated Attendant does not transfer external callers to the General Delivery mailbox External callers are directed back to the Automated Attendant or a CCR prompt or their call is disconnected after they leave a message To enable or disable the General Delivery Mailbox 1 Press Enter the System Administrator mailbo...

Page 117: ... 3 Press NEXT 4 Press NEXT 5 The default message length of 3 seconds 3000 milliseconds is shown Press CHNG to change the value 6 Enter a value between 500 and 3000 as the minimum message length and press OK 500 equals half a second 500 millisecond and 3000 equals 3 seconds 3000 milliseconds 7 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Voice Mail Y CHNG NEXT Dir Avail Y CHNG NEXT...

Page 118: ...he system identification number or press VIEW to view the options that are enabled on the CallPilot system 4 The display shows the system identification number Press OK 5 Enter the first eight numbers of the software authorization code and then press OK 6 Enter the second eight numbers of the software authorization code and then press OK 7 Enter the last eight numbers of the software authorization...

Page 119: ... Subscribers who try to access an uninitialized mailbox from an external number are denied access After the subscriber initializes their mailbox from an internal telephone they can access their mailbox from any tone dial telephone To enable or disable External Mailbox Initialization 1 Press Enter the System Administrator mailbox number and password and then press OK 2 Press This option does not ap...

Page 120: ...120 Chapter 9 CallPilot operations N0025636 02 ...

Page 121: ...t value the number CallPilot searches for in the Dialing Translation Table the Output value is substituted for the Input value This change results in a telephone number that can be dialed on the local network Changing the number usually involves removing an area code or inserting an access code based on the dialing rules of the local network For example if a local number is prefixed with the long ...

Page 122: ... The Table does not attempt to translate international telephone numbers 416 The Table removes the 416 area code and dials all calls as 7 digits 905206 90527 etc 135 more entries 905206 90527 etc 135 more entries These telephone exchanges can be dialed as local no long distance charges 10 digit calls from the 416 area 905 1905 All other 905 numbers not listed in the Input column above are long dis...

Page 123: ...de is considered missing if the number has fewer than 10 digits The default for this parameter is none The field for this parameter is a maximum of 6 digits If this parameter is set to none no area code is prefixed to the telephone number Access code In North America the access code is usually 9 This number is prefixed to all numbers after Translation to access the local telephone network If your ...

Page 124: ...distance access code 6 Press NEXT 7 Press CHNG and enter the area code or press NEXT if you do not want to set this property and go to step 10 8 Press OK to accept the area code 9 Press NEXT 10 Press CHNG and enter the access code or press NEXT if you do not want to set this property and go to step 13 11 Press OK to accept the access code 12 Press NEXT 13 Press CHNG to toggle the settings between ...

Page 125: ...anslation Table from a site in metropolitan Toronto on page 122 To build a Dialing Translation Table 1 Press Enter the System Administrator Mailbox number and password then press OK 2 Press This option does not appear as a display button option 3 Press TABLE 4 Press ADD 5 Enter an input value up to 14 digits 6 Press OK to accept the input value or press RETRY and enter a new input value 7 Enter an...

Page 126: ...d password and then press OK 2 Press This option does not appear as a display button option 3 Press TABLE 4 Press CHNG 5 Press NEXT to view the next entry in the table Inval outval is an example of a Table entry If there are more than 16 digits for Input and Output values you can press VIEW to see the remaining digits 6 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Dialing PARM TAB...

Page 127: ...To change an entry in the Dialing Translation Table 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 5 Press OTHR Inval outval is an example of a Table entry 6 Press CHNG 7 Enter a new output value up to 15 digits 8 Press OK to accept the output value or press RETRY to ente...

Page 128: ...lation Table 1 Press Enter the System Administrator Mailbox number and password then press OK 2 Press This option does not appear as a display button option 3 Press TABLE 4 Press CHNG 5 Press OTHR Inval outval is an example of a Table entry 6 Press DEL 7 This display appears briefly Repeat steps 6 and 7 for each entry you want to delete 8 Press to end the session Log QUIT RETRY OK Admin MBOX AA OT...

Page 129: ...ystem waits for a caller to respond If a response is not received the call transfers to the receptionist or designated Operator If they are not available the call transfers to the General Delivery Mailbox Calls also transfer to the General Delivery Mailbox if an extension does not have a mailbox For the system to transfer calls correctly each mailbox must have a unique extension number To verify t...

Page 130: ...r for internal extensions only Outbound Transfer capability is part of a subscriber s Class of Service Refer to Class of Service values on page 22 for the Class of Service values for Outbound Transfer Telephone extension and mailbox numbers are different lengths The mailbox number length must match the extension number length assigned to the system If the extension number length is changed on the ...

Page 131: ...lPilot records the number of incorrect attempts from the last time the mailbox was successfully accessed If the number is exceeded the mailbox owner is locked out and hears the message This mailbox is locked to prevent unauthorized access Contact your administrator for assistance The mailbox cannot be opened again until the you reset the password To reset a password refer to Changing a mailbox on ...

Page 132: ... must be enabled during installation If the Group List feature is not enabled you cannot create a Group List To enable this feature you must reset CallPilot For instructions on resetting CallPilot refer to About resetting CallPilot on page 103 CallPilot does not accept a Path number for a CCR Tree If you enter an incorrect digit while you are assigning a Path number an error message appears The po...

Page 133: ...eaning Already a member Appears if you try add the same mailbox to a Group List twice You cannot assign a mailbox to the same Group List twice Cannot delete Appears if you try to delete a Special Mailbox The System Administrator and General Delivery Mailboxes cannot be deleted Ext assigned Appears if you try to assign an extension twice to the same mailbox or if you try to assign an extension to m...

Page 134: ...assword Invalid path Appears if you enter an incorrect number for a Path The Path number is a series of numbers where each number must be from 0 to 8 This message also appears if all the Paths on a Tree are assigned The maximum number of Paths for a Tree is eight on each level Invalid time Appears if you enter an incorrect time for setting up Off premise Message Notification This message also appe...

Page 135: ...ctory is empty Either CallPilot mailboxes have not been initialized by the subscribers or there are no mailboxes added to CallPilot No glist avail Appears if the maximum number of Group Lists is assigned The maximum number of Group Lists is 99 No match Appears if a mailbox owner is not found that is similar to the characters entered when using the Company Directory Check the spelling of the mailbo...

Page 136: ...pace Appears if the CallPilot Message Storage capacity is full You must delete old messages from the General Delivery Mailbox and tell subscribers to delete any unnecessarily stored messages from their mailboxes Party not avail Appears if a subscriber tries to use the Reply feature to reply to an external call but there is no Caller ID CLID contained in the message left by an external caller Pswd ...

Page 137: ...ing receptionist s telephone has a ringing line appearance of the marketing director s telephone and the receptionist s telephone is call forwarded to CallPilot incoming calls transfer to the receptionist s mailbox This is also true if the receptionist s telephone is CFNA to CallPilot and the number of specified rings on the receptionist s telephone is fewer than the specified rings on the marketi...

Page 138: ...iod 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 To cancel call forward Press or press CANCEL or press Note If you use CFAC you cannot have any lines or answer DNs programmed to ring at your set because these calls will go to your mailbox ...

Page 139: ...d a Personal Mailbox Greeting The central receptionist The On Your Toes Dance Studio s receptionist handles all calls from the studio s published telephone number If the receptionist does not answer the telephone within four rings the Auto Attendant answers the call The receptionist is also the designated Operator Whenever a caller presses to speak with the operator the call transfers back to the ...

Page 140: ...message says You have reached the Costume Room No one is available to take your call Please leave your name and number and a brief message after the tone and we will return your call as soon as possible 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 ...

Page 141: ...all Routing routes callers along a call path The central receptionist Bridge Stone s receptionist handles all calls from the published telephone number When the receptionist is unable to answer the telephone within four rings the Auto Attendant answers the call The receptionist is also the designated Operator When a caller presses to speak with the operator the caller transfers to the receptionist...

Page 142: ...reach our shipping and receiving department press To speak with our receptionist press The Customer Service and Sales department This department has two receptionists two customer service representatives two sales agents a sales manager and a customer service manager CallPilot is set up to answer all calls Callers can select either customer service or sales from the CCR Home Menu voice prompt Inco...

Page 143: ...eature ﬂ When CallPilot is set up this way CFNA for the manager s set is not used The receptionist answers the manager s calls and uses CallPilot s Transfer feature to transfer the caller to the manager s telephone The CallPilot Transfer Callback Feature returns the call to the receptionist s telephone if a manager is not available to take a call Shipping and Receiving The employees in this depart...

Page 144: ...nging the CallPilot extension and connections between the telephone system Call Forward All Calls CFAC Any ringing line or answer button appearance on a set forwards to the extension specified by the call forwarded set If CFAC is used a caller immediately transfers to the mailbox of the CFAC extension Call Forward No Answer CFNA Any ringing line appearance on a set can be CFNA to the extension spe...

Page 145: ... tones and ringing to a set When a call transfers to a set with DND activated the call appears as a flashing indicator on an available line The Auto Attendant transfers the caller to the mailbox associated with the telephone Feature timeout CallPilot has a timeout of up to two minutes This feature is independent of the CallPilot 100 150 system timeout Hold You cannot put a session on hold If the h...

Page 146: ...e Night Ring extension for an incoming line a caller immediately hears the CallPilot Auto Attendant Prime Set When you configure lines on your system you can designate CallPilot as the prime extension CallPilot answers with the Auto Attendant Private line When private lines are assigned to a set programmed to ring CFNA to CallPilot is answered by the set s mailbox If a private line is the only app...

Page 147: ...lls to CallPilot during specific time periods such as lunch time or non business hours CallPilot answers with the Auto Attendant Transfer Callback Calls through the Auto Attendant that transfer to an extension without CFNA are routed by Transfer Callback to CallPilot after the designated number of rings The CFNA Transfer Callback feature is programmed so that the fewest rings take precedence ...

Page 148: ...148 Chapter 12 CallPilot configuration tips N0025636 02 ...

Page 149: ...es General Delivery Mailbox System Administrator Mailbox Automated Attendant Extension Number Minimum message length CO Line Greeting assignment Line number Greeting Table Greeting Table number Number of rings Greeting used Morning Afternoon Evening Language four to eight digits in length Two digit to Seven digit 10 1000000 12 1000002 any valid CallPilot Extension Number 3000 milliseconds 1 500 1 ...

Page 150: ...gth 1 10 min none Message retention time 0 days indefinite none Group Lists Group List number 001 099 901 999 901 999 Number of members 1 125 none Value Response time at the Home Menu 2 5 seconds Number of Trees 8 Number of levels 10 Number of Paths per level 8 Group List leading digit Group List range 0 001 099 1 101 199 2 201 299 3 301 399 4 401 499 5 501 599 6 601 699 7 701 799 8 801 899 9 901 ...

Page 151: ...hone Administration Guide 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 Default Feature Codes ...

Page 152: ...152 Chapter 13 Default configuration values N0025636 02 ...

Page 153: ...indicates to CallPilot when an Operator is available to answer calls Auto Attendant The CallPilot answering service that answers incoming calls with a Company Greeting plays a menu of options to a caller and performs call routing functions in response to a caller s selections Auto Attendant Time of Day Blocking Callers can search the Company Directory for a name or enter an extension number to dir...

Page 154: ...ss of Service Company Directory The Company Directory is an internal voice and text list of the names of mailbox owners with initialized mailboxes who are designated to appear in the directory Configuration The tasks involved in setting up the different parameters of CallPilot For example configuring the Central Office CO lines answered by CallPilot Configuring CallPilot lines The tasks involved i...

Page 155: ...ength The number of digits in an extension and an CallPilot mailbox number The extension length ranges from two to seven digits Feature code A unique three digit code that is used to access CallPilot Features and options General Delivery Mailbox One of the two Special Mailboxes that hold messages for individuals who are not assigned a Subscriber Mailbox Greetings There are three types of CallPilot...

Page 156: ...an Information Message a Leave Message option or a transfer to an extension Information Mailbox A mailbox that provides a caller with a message describing goods or services available from your company The Information Mailbox does not take messages and does not have an extension associated with it Information Message On a CCR Tree an Information Message is a message you record to provide a caller w...

Page 157: ... Full Mailboxes CallPilot mailboxes have a Never Full Mailbox Feature which lets callers leave messages in a mailbox even if the mailbox is full The messages are stored but cannot be accessed until at least one saved message is deleted Operator The Operator is the person whose extension rings when the caller is prompted by the Auto Attendant to Press Ø for an operator If the Operator is not availa...

Page 158: ...sage Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the CallPilot default setting 0000 Resetting CallPilot Returning CallPilot to its original default settings Special Mailboxes The two mailboxes used by the System Administrator and designated Operator The two Special Mailboxes are System Administrator and General Delivery Sub menu ...

Page 159: ...e a message and presses to reach the Operator Time of Day Blocking See Auto Attendant Time of Day Blocking on page 153 Tone dial telephone A push button telephone that emits DTMF tones Transfer node On a CCR Tree a Transfer node provides a caller with access to an extension or an external number A Transfer node is assigned a one digit number that appears in a menu When this number is pressed the c...

Page 160: ...160 Glossary N0025636 02 ...

Page 161: ... 144 Delayed Ring Transfer DRT 145 Disconnect Supervision 145 Do Not Disturb DND 145 Intercom numbers 145 Language choice 146 Messages 146 Night Service 146 Prime Set 146 Private line 146 Service Modes 147 Set Relocation 144 Timeout 145 Transfer Callback 147 CallPilot options Call Center 10 Desktop Messaging 10 Message Networking 10 Camp On CallPilot Feature Compatibility 144 CCR Tree changing 89 ...

Page 162: ...ee 89 Disconnect Supervision CallPilot Feature Compatibility 145 Display 15 log prompt 130 two line 13 Display telephone entering characters 14 Do Not Disturb DND CallPilot Feature Compatibility 145 E Erasing a CCR Path 97 Error messages troubleshooting 133 Evening Greeting 54 Expiry password 37 Express Messaging Line about 24 defaults 25 Extension number length troubleshooting 130 F Forwarding ca...

Page 163: ...ress Messaging Line 24 include in Company Directory 23 Message Waiting Notification 23 Message length in Class of Service 21 Message Networking 10 Message Waiting Notification 23 mailbox 23 Message group 43 Messages CallPilot Feature Compatibility 146 minimum recording length 101 silence timeout 101 Morning Greeting 54 N Name recording in Company Directory 27 Networking in Class of Service 21 Nigh...

Page 164: ...ibility 144 Sub menu Custom Call Routing CCR 70 Sub menu Custom Call Routing CCR 70 Subscriber Mailbox adding 29 overview 18 Symbols 15 System Administrator Mailbox 17 password resetting 105 T Target Attendant in Class of Service 21 Telephone line display 13 Testing a CCR Tree 89 Time and Date troubleshooting 130 Timeout CallPilot Feature Compatibility 145 Touchtone Gate 61 Transfer Callback CallP...

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