Chapter Setting up the Automated Attendant | Nortel Networks 150

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Chapter 5

Setting up the Automated Attendant

About the Automated Attendant

The Automated Attendant answers your company’s incoming phone lines with a prerecorded greeting selected from the Greeting Table, according to the time of day.

You can record and assign different greetings to the Greeting Table. You can specify which greetings play for particular lines. For example, you can program the system so that callers hear one greeting when they call the sales line, and a different greeting when they call the customer support line.

After the greeting, the Automated 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 Automated Attendant Menu. See “Planning and designing a CCR Tree” on page 58 for information on creating a CCR menu.

Automated Attendant answering overview

Incoming call

Receptionist answers

Automated Attendant

answers

Company Greeting plays

Custom Call Routing	Automated Attendant
Home Menu plays	Menu plays

CallPilot 150 Telephone Administration Guide

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Nortel Networks 150 manual Chapter Setting up the Automated Attendant, About the Automated Attendant

Contents

CallPilot Telephone Administration Guide CallPilot 150 Telephone Administration Guide Contents Chapter Working with mailboxes Chapter Working with CCR Trees Chapter Troubleshooting CallPilot About CallPilot CallPilot featuresChapter Getting started with CallPilot Message Networking CallPilot optionsCall Center Desktop Messaging Telephone How to get help Getting started with CallPilot P0919416 System timeout Chapter Using CallPilotUsing CallPilot with a two line display telephone Who can use CallPilot To enter a character Using the dialpad About telephone buttons Symbols and conventions used in this guide Using CallPilot P0919416 Chapter CallPilot mailboxes About installing mailboxesSystem Administrator Mailbox 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 To add a Subscriber mailbox Chapter Working with mailboxesAdding 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 Group List Numbers About Group ListsAbout Sending Group List messages 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 Home node Planning and designing a CCR TreeComponents of a CCR Tree Sub-menus Information Messages Transfer nodes Mailbox nodesDestination types Paths ⁄ ¤ ‹ › An example of a CCR Tree Custom Call Routing P0919416 To build a CCR Tree Chapter Working with CCR TreesBuilding 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 Disabling a CCR Tree Testing a CCR TreeTo disable a 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 To record and send a Broadcast message Norstar Voice Mail Chapter Broadcast and Information messagesAbout Broadcast messages 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 Chapter CallPilot operations About resetting CallPilotTo reset CallPilot To initialize CallPilot Initializing CallPilot To reset the System Administrator password Resetting the System Administrator password To set the Operator status Operator settingsSetting the Operator status Resetting the Operator password Changing the Operator passwordTo change the Operator password Setting the Business Status Changing the Operator default extensionTo change the Operator default extension To assign Answer Lines Setting up line answeringTo set the Business Status 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 How the Dialing Translation Table works Chapter Dialing TranslationAbout Dialing Translation 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 Delayed answering by the Automated Attendant Chapter CallPilot configuration tipsRinging lines and answer buttons Ringing Answer button CallPilot configuration tips Central receptionist How to set up CallPilot for different businessesCallPilot for a small business On Your Toes Dance Studio 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