Nortel Networks BCM1000 manual CallPilot Reference Guide

Chapter 1 Introducing the Business Communications Manager 27

•Call Center Set Up and Operation Guide

•Call Center Reporting Set Up and Operation Guide

•Call Detail Recording System Administration Guide

Nortel Networks Call Center (requires keycode)— this Automatic Call Distribution (ACD) system provides tools for handling incoming calls to an agent network. The application also provides administration, supervision, and reporting tools.

Nortel Networks Professional Call Center (upgrade) (requires keycode)— this is an expanded version of the basic Call Center application.

Nortel Networks Call Center Reporting (requires keycode) monitors the statistics of a call center. This application is also compatible with IP wallboards from Itel and SYMON.

Call Detail Recording (no keycode required) records and reports call activity from the Business Communications Manager. You can create reports from this information to help you manage system usage effectively.

•CallPilot Reference Guide

CallPilot is a core Business Communications Manager application. It works with the telephone system to provide automated receptionist service by answering incoming calls and routing them to telephones or mailboxes on the system. This guide explains how to use the CallPilot application.

•CallPilot Manager Set Up and Operation Guide and CallPilot Programming Record

•CallPilot Fax Set up & Operation Guide and CallPilot Fax User Guide

•CallPilot Message Networking Setup and Operation Guide and CallPilot Message Networking User Guide

—CallPilot Manager is the web-based application that you use to set up and administer CallPilot.

—Automated Attendant is the CallPilot answering service that answers incoming calls with a Company Greeting, plays a list of options to a caller, and performs call routing functions in response to caller selections.

—CallPilot (requires keycodes for additional voice mailboxes) provides a voice mail application as part of the core Business Communications Manager programming. CallPilot provides voice messaging, Automated Attendant, and Custom Call Routing features for Business Communications Manager telephony services.

—Voice Mailbox Expansion (requires keycode) allows you to add extra mailboxes to your voice messaging system. The application comes with a keycode that defines how many extra mailboxes are allowed.

Fax Suite (requires keycode), a CallPilot optional feature, delivers fax messages to CallPilot mailboxes. Users can use the application to send and retrieve fax messages as easily as they send and retrieve voice messages.

Message Networking (requires keycode to add extra mailboxes) links the CallPilot system with other voicemail systems and allows the exchange of voice messages between users at different sites. CallPilot supports digital networking using Voice Profile for Internet Messaging (VPIM) standard, and Audio Messaging Interchange Specification (AMIS) networking.

Installation and Maintenance Guide