Chapter Getting started with CallPilot | Nortel Networks 150

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Chapter 1

Getting started with CallPilot

About CallPilot

CallPilot is a versatile business communications tool that you can use to:

•answer incoming calls

•offer callers a selection of options to route their calls or access information

•provide advanced voicemail, Automated Attendant and call handling capabilities

This guide leads a System Administrator through setting up and operating CallPilot on a CallPilot 150 system. You can program CallPilot using any two-line display telephone on your Norstar system. You can also use the web-based CallPilot Manager to set up and operate CallPilot.

CallPilot features

CallPilot includes:

Voicemail

Records messages and stores them in a mailbox for easy retrieval. Business telephones on your system can have their own mailbox and greeting. Information can be distributed quickly to departments and workgroups.

Automated Attendant

Answers your business calls promptly, 24 hours a day, with a Company Greeting. Callers can direct their own calls by using the Company Directory.

Custom Call Routing (CCR)

Enhances the Automated Attendant menu with customized menus and information messages. With CCR you can determine the menu options and record the voice prompts that guide callers along call paths.

CallPilot 150 Telephone Administration Guide

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Nortel Networks 150 manual Chapter Getting started with CallPilot, About CallPilot, CallPilot features

Contents

CallPilot Telephone Administration Guide CallPilot 150 Telephone Administration Guide Contents Chapter Working with mailboxes Chapter Working with CCR Trees Chapter Troubleshooting CallPilot Chapter Getting started with CallPilot CallPilot featuresAbout CallPilot Desktop Messaging CallPilot optionsMessage Networking Call Center Telephone How to get help Getting started with CallPilot P0919416 Who can use CallPilot Chapter Using CallPilotSystem timeout Using CallPilot with a two line display telephone To enter a character Using the dialpad About telephone buttons Symbols and conventions used in this guide Using CallPilot P0919416 System Administrator Mailbox About installing mailboxesChapter CallPilot mailboxes Subscriber mailboxes General Delivery Mailbox Guest mailboxes When to use Guest mailboxes Information mailboxes Class of Service features Prompt language Mailbox Class of Service Class of Service Class of Service values Company Directory Mailbox properties Alternate extensions To restrict outdialing Restricting outdialing To initialize a mailbox Initializing a mailbox Adding a Subscriber mailbox Chapter Working with mailboxesTo add a Subscriber mailbox Press OK To add a Guest mailbox Adding a Guest mailbox To add an Information mailbox Adding an Information mailbox To add multiple mailboxes Adding many mailboxes Press OK to end the session Incorrect password lock-out About mailbox passwords To change a mailbox Changing a mailbox Service classx Press Next Press to end the session To delete a mailbox Deleting a mailbox About Sending Group List messages About Group ListsAbout Group List Numbers To add a Group List Adding a Group List To change a Group List Changing a Group List ADD DEL View To delete a Group List Deleting a Group List About the Automated Attendant Chapter Setting up the Automated Attendant Greeting Tables Greeting Type Default start times About Company Greetings To record a company Greeting Recording a Greeting Custom prompts Setting up a Greeting Table To set up a Greeting Table Chng DAY Next Mo nonb 600 pm To configure how a line is answered Configuring line answering To change or view how a line is answered Changing line configuration To assign or change the number of rings Assigning the number of rings before CallPilot answers To set up Touchtone Gate Setting up Touchtone Gate TT gatecustom Destination number Table entry Incoming call example About the Clid Routing Table To route a phone number To change or delete a phone number in the Clid Routing Table About Custom Call Routing Chapter Custom Call Routing Components of a CCR Tree Planning and designing a CCR TreeHome node Sub-menus Information Messages Paths Mailbox nodesTransfer nodes Destination types ⁄ ¤ ‹ › An example of a CCR Tree Custom Call Routing P0919416 Building a CCR Tree Chapter Working with CCR TreesTo build a CCR Tree To create a Home node Creating a Home node Adding nodes to the Home node To add a Menu node Adding a Menu node Save Print Quit To add an Information node Adding an Information node Press END To add a Mailbox node Adding a Mailbox node Press END To add a Transfer to an internal extension Adding a Transfer node To add a Transfer to an external number About transfers to external numbers Press Othr Press Xfer ‹ or Paus Adding special characters to an external transfer number To assign a CCR Tree to a Greeting Table Assigning a CCR Tree to a Greeting Table To disable a Tree Testing a CCR TreeDisabling a CCR Tree To delete a Tree Deleting a CCR Tree Changing a CCR Tree message To change a Mailbox node Changing a Mailbox node To change a destination type Changing a destination type To change a Transfer node Changing a Transfer node To delete a Path Deleting a Path Press to end the session About Broadcast messages Chapter Broadcast and Information messagesTo record and send a Broadcast message Norstar Voice Mail To record and send a Broadcast message CallPilot About recording an Information mailbox message Information mailbox messages To record an Information mailbox message Recording an Information mailbox message To reset CallPilot About resetting CallPilotChapter CallPilot operations To initialize CallPilot Initializing CallPilot To reset the System Administrator password Resetting the System Administrator password Setting the Operator status Operator settingsTo set the Operator status To change the Operator password Changing the Operator passwordResetting the Operator password To change the Operator default extension Changing the Operator default extensionSetting the Business Status To set the Business Status Setting up line answeringTo assign Answer Lines To change the Automated Attendant status Setting the Automated Attendant status Language availability CallPilot default system options To change the Group List leading digit Group List leading digit To enable or disable voicemail Company Directory To enable or disable the Company Directory To designate the number of channels for outdialing Outdialing General Delivery Mailbox To enable or disable the General Delivery Mailbox To enable a software authorization code Enabling a software authorization code External Mailbox Initialization To enable or disable External Mailbox Initialization About Dialing Translation Chapter Dialing TranslationHow the Dialing Translation Table works Input Output Examples of Dialing Translation Tables Network Access To set the Dialing Translation properties Setting Dialing Translation properties To build a Dialing Translation Table Building a Dialing Translation Table To review Dialing Translation Table entries Reviewing entries in the Dialing Translation Table To change an entry in the Dialing Translation Table Changing a Dialing Translation Table entry To delete an entry in the Dialing Translation Table Deleting a Dialing Translation Table entry Chapter Troubleshooting CallPilot Telephone cannot be forwarded to the system Verify the correct extension is assigned to the mailbox You cannot create a Group List Already a member CallPilot error messages Invalid key Mbox not init Not recorded Ringing Answer button Chapter CallPilot configuration tipsDelayed answering by the Automated Attendant Ringing lines and answer buttons CallPilot configuration tips CallPilot for a small business On Your Toes Dance Studio How to set up CallPilot for different businessesCentral receptionist Costume Room Greeting for On Your Toes CallPilot for a medium business Bridge Stone Engineering Greeting for Bridge Stone Engineering Customer Service and Sales department Shipping and Receiving Managers Feature Compatibility Delayed Ring Transfer DRT Language choice Service Modes CallPilot configuration tips P0919416 Value or range Default Chapter Default configuration values Default configuration values Message storage times Default configuration values P0919416 Glossary See Custom Call Routing ATA Feature code used to leave messages in CallPilot mailboxes Storage place for messages on the CallPilot system Returning CallPilot to its original default settings Push button telephone that emits Dtmf tones Glossary P0919416 Index Index Troubleshooting P0919416 Troubleshooting 113 Accessing a line or line Pool