Planning and designing a CCR Tree, Home node | Nortel Networks 150

58 Chapter 6 Custom Call Routing

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

•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.

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 ‚.

The call is forwarded to the destination the caller chooses.

For an example of Paths through a CCR Tree, refer to “An example of a CCR Tree” on page 61.

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Nortel Networks 150 manual Planning and designing a CCR Tree, Components of a CCR Tree, Home node

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