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Nortel Networks 150 manual CallPilot options, Message Networking, Call Center, Desktop Messaging

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8 Chapter 1 Getting started with CallPilot

CallPilot options

CallPilot has two options to enhance your office communications. You need a software authorization code to enable a CallPilot option. Contact your vendor if you want to trial or purchase a software authorization code.

CallPilot options are:

Message Networking

Message Networking links the CallPilot system with other voicemail systems and allows the exchange of voice messages between users at different sites. CallPilot supports Digital networking and Audio Messaging Interchange Specification (AMIS) networking. For information about Message Networking refer to the CallPilot Message Networking Set Up and Operation Guide.

Call Center

CallPilot 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 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 different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements or informative messages. For information about Call Center refer to the Nortel Networks Call Center Set Up and Operation Guide.

For CallPilot 150, you have the option of choosing 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 interface.

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Nortel Networks 150 manual CallPilot options, Message Networking, Call Center, Desktop Messaging

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 CallPilot options Message NetworkingCall Center Desktop MessagingHow to get help TelephoneGetting started with CallPilot P0919416 Chapter Using CallPilot System timeoutUsing CallPilot with a two line display telephone Who can use CallPilotUsing the dialpad To enter a characterSymbols and conventions used in this guide About telephone buttonsUsing CallPilot P0919416 Chapter CallPilot mailboxes About installing mailboxesSystem Administrator Mailbox General Delivery Mailbox Subscriber mailboxesWhen to use Guest mailboxes Guest mailboxesInformation mailboxes Mailbox Class of Service Class of Service features Prompt languageClass of Service values Class of ServiceMailbox properties Company DirectoryAlternate extensions Restricting outdialing To restrict outdialingInitializing a mailbox To initialize a mailboxTo add a Subscriber mailbox Chapter Working with mailboxesAdding a Subscriber mailbox Press OK Adding a Guest mailbox To add a Guest mailboxAdding an Information mailbox To add an Information mailboxAdding many mailboxes To add multiple mailboxesPress OK to end the session About mailbox passwords Incorrect password lock-outChanging a mailbox To change a mailboxService classx Press Next Press to end the session Deleting a mailbox To delete a mailboxAbout Group List Numbers About Group ListsAbout Sending Group List messages Adding a Group List To add a Group ListChanging a Group List To change a Group ListADD DEL View Deleting a Group List To delete a Group ListChapter Setting up the Automated Attendant About the Automated AttendantGreeting Type Default start times Greeting TablesAbout Company Greetings Recording a Greeting To record a company GreetingSetting up a Greeting Table Custom promptsTo set up a Greeting Table Chng DAY Next Mo nonb 600 pm Configuring line answering To configure how a line is answeredChanging line configuration To change or view how a line is answeredAssigning the number of rings before CallPilot answers To assign or change the number of ringsSetting up Touchtone Gate To set up Touchtone GateTT gatecustom About the Clid Routing Table Destination number Table entry Incoming call exampleTo route a phone number To change or delete a phone number in the Clid Routing Table Chapter Custom Call Routing About Custom Call RoutingHome node Planning and designing a CCR TreeComponents of a CCR Tree Information Messages Sub-menusMailbox nodes Transfer nodesDestination types PathsAn example of a CCR Tree ⁄ ¤ ‹ ›Custom Call Routing P0919416 To build a CCR Tree Chapter Working with CCR TreesBuilding a CCR Tree Creating a Home node To create a Home nodeAdding nodes to the Home node Adding a Menu node To add a Menu nodeSave Print Quit Adding an Information node To add an Information nodePress END Adding a Mailbox node To add a Mailbox nodePress END Adding a Transfer node To add a Transfer to an internal extensionAbout transfers to external numbers To add a Transfer to an external numberPress Othr Press Xfer Adding special characters to an external transfer number ‹ or PausAssigning a CCR Tree to a Greeting Table To assign a CCR Tree to a Greeting TableDisabling a CCR Tree Testing a CCR TreeTo disable a Tree Deleting a CCR Tree To delete a TreeChanging a CCR Tree message Changing a Mailbox node To change a Mailbox nodeChanging a destination type To change a destination typeChanging a Transfer node To change a Transfer nodeDeleting a Path To delete a PathPress 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 Information mailbox messages About recording an Information mailbox messageRecording an Information mailbox message To record an Information mailbox messageChapter CallPilot operations About resetting CallPilotTo reset CallPilot Initializing CallPilot To initialize CallPilotResetting the System Administrator password To reset the System Administrator passwordTo 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 Setting the Automated Attendant status To change the Automated Attendant statusCallPilot default system options Language availabilityGroup List leading digit To change the Group List leading digitTo enable or disable voicemail To enable or disable the Company Directory Company DirectoryOutdialing To designate the number of channels for outdialingTo enable or disable the General Delivery Mailbox General Delivery MailboxEnabling a software authorization code To enable a software authorization codeTo enable or disable External Mailbox Initialization External Mailbox InitializationHow the Dialing Translation Table works Chapter Dialing TranslationAbout Dialing Translation Examples of Dialing Translation Tables Input OutputNetwork Access Setting Dialing Translation properties To set the Dialing Translation propertiesBuilding a Dialing Translation Table To build a Dialing Translation TableReviewing entries in the Dialing Translation Table To review Dialing Translation Table entriesChanging a Dialing Translation Table entry To change an entry in the Dialing Translation TableDeleting a Dialing Translation Table entry To delete an entry in the Dialing Translation TableChapter 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 memberInvalid key Mbox not init Not recorded Chapter CallPilot configuration tips Delayed answering by the Automated AttendantRinging lines and answer buttons Ringing Answer buttonCallPilot configuration tips Central receptionist How to set up CallPilot for different businessesCallPilot for a small business On Your Toes Dance Studio Greeting for On Your Toes Costume RoomCallPilot for a medium business Bridge Stone Engineering Customer Service and Sales department Greeting for Bridge Stone EngineeringManagers Shipping and ReceivingFeature Compatibility Delayed Ring Transfer DRT Language choice Service Modes CallPilot configuration tips P0919416 Chapter Default configuration values Value or range DefaultDefault 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