Chapter Troubleshooting | Nortel Networks CallPilot instruction

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Chapter 14

Troubleshooting

This chapter describes some problems that can occur when you use CallPilot.

Some typical problems are listed and what to do if they occur.

The Automated Attendant transfers some callers to the General Delivery Mailbox

CallPilot requires a tone signal and a minimum voice level. If CallPilot does not receive a response, the caller is automatically transferred by the Automated Attendant to the CallPilot operator. If the operator is not available, the call transfers to the General Delivery Mailbox.

Possibly the extension called does not have a mailbox assigned to it. Ask your System Administrator to verify that the mailbox is assigned to the extension.

Feature 981 produces a LOG prompt on my phone display

Possible causes of the Log prompt:

•The extension you are using does not have an operating mailbox. If the extension does not have a mailbox, CallPilot requests both a mailbox number and a password.

•The extension is a Guest mailbox, which normally does not have an assigned extension. Ask your System Administrator to verify that your extension is properly assigned to your mailbox.

I cannot forward my phone to CallPilot

If you try to forward your extension to CallPilot and the display shows Not in service you can be forwarding to the wrong extension number. Use ≤·°ﬁto verify you are calling the correct CallPilot extension number.

My mailbox is not accepting messages

Make sure your mailbox is initialized. A mailbox cannot receive messages until it is initialized by the owner. Refer to “Initializing your mailbox” on page 17.

Make sure your mailbox is not full. Refer to “My mailbox is full” on page 102.

If you are using an Alternate greeting, check if you have set up your mailbox to accept messages. Refer to “Choosing a Primary or Alternate mailbox greeting” on page 30.

My name does not play in the Company Directory

Check to ensure that your mailbox is initialized. If it is not initialized, your name does not play in the Company Directory and your mailbox cannot receive any messages. If you have recorded your Company Directory name, ask your System Administrator to ensure that the Company Directory is available.

CallPilot Reference Guide

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Nortel Networks CallPilot manual Chapter Troubleshooting

Contents

CallPilot Reference Guide Trademarks Copyright 2001 Nortel Networks Contents Chapter Feature codes and mailbox options Chapter Recording a call Chapter CallPilot tips Troubleshooting Glossary Index Conventions and symbols used in this guide Chapter How to use this guide How to use this guide P0919417 How CallPilot works Chapter Using CallPilotAbout display phones One line display phones Alternate extensions About telephone buttons To enter a character Using the dialpad Interrupting a voice prompt CallPilot voice prompts Automated Attendant Subscriber mailbox Types of mailboxesGuest mailbox Information mailbox General Delivery Mailbox System Administrator MailboxSpecial mailboxes Using CallPilot P0919417 To initialize your mailbox Chapter Setting up your mailboxInitializing your mailbox This is the CallPilot interface Checking which mailbox interface you useTo check which mailbox interface you use Opening your mailbox Enter your mailbox password and press OK or £To open an initialized mailbox Norstar Voice Mail To open an initialized mailbox CallPilot To change your password Changing your mailbox passwordPassword lock-out Password expiry To record your name in the Company Directory Recording your name in the Company Directory To assign a personal Target Attendant Assigning a Target Attendant Feature codes Chapter Feature codes and mailbox options Programming a memory button with a feature code Norstar Voice Mail mailbox options CallPilot mailbox options Quit Types of mailbox greetings Chapter GreetingsPrimary mailbox greeting Alternate mailbox greeting Recording technique for mailbox greetings Personalized mailbox greeting To record a Primary or Alternate mailbox greeting Recording a Primary or Alternate mailbox greetingPress REC or ⁄ Press Prime or ⁄to record the Primary greeting To choose a Primary or Alternate mailbox greeting Choosing a Primary or Alternate mailbox greetingPress Choose or ¤to select a greeting Press Prime or ⁄to select the Primary mailbox greeting If you choose the Alternate mailbox greeting, you are asked To record a Personalized mailbox greeting Recording a Personalized mailbox greeting To delete a Personalized mailbox greeting Deleting a Personalized mailbox greetingPress Pers or ‹to choose a Personalized mailbox greeting Delete Greetings P0919417 Receiving calls Chapter Accessing your messagesNever Full mailbox feature To play your messages Norstar Voice Mail Playing your messages Stop Play Messages CallPilot To play your messages CallPilot Forward To retrieve an erased message CallPilot Retrieving erased messagesTo retrieve an erased message NorstarVoice Mail To use Call Screening Screening your calls To interrupt a caller Interrupting a caller Recording and sending messages Chapter Sending messages Record your message Press REC or ‹and record your message at the tone Press Name or ⁄⁄to search the Company Directory and go to Press ≤·‚ Press Play or ¤to listen to your message To search the Company Directory Searching the Company Directory Message delivery options Assigning message delivery options To assign message delivery options Norstar Voice Mail To assign message delivery options CallPilot Press to cancel all delivery optionsPress Send or £to send the message now Press to end the session Press Chng or ⁄to change the date shown to a different date To change the time Forwarding a copy of a message to one or more recipients Sending a message to more than one recipientSending a message to a Group List Replying to an internal caller Replying to messagesTo reply to an internal caller Norstar Voice Mail Press Play or¤ To reply to an internal caller CallPilot To reply to an external caller CallPilot Replying to an external callerTo reply to an external caller Norstar Voice Mail To place a Thru-Dial call When to use Thru-DialPlacing a call with Thru-Dial To use Thru-Dial to reach your Target Attendant Call Forwarding your calls to your mailbox Chapter Call Forwarding your calls To set up Call Forward remotely Setting up Call Forward remotely Call Forward on Busy overrides Clid Call Forward with Caller IDTo turn Call Forward with Clid on or off Call Forwarding your calls P0919417 To transfer a call to a mailbox from your telephone Chapter Transferring callsTransferring calls to a CallPilot mailbox To transfer a mailbox owner’s call to their mailbox Transferring a mailbox owner’s call to their mailbox To transfer a call to a CCR Tree Transferring a call to Custom Call Routing CCR Adding special characters to a destination number About Outbound Transfer To set up Outbound Transfer to a phone number Setting up Outbound Transfer Adding special characters to a destination number on To set up Outbound Transfer to an extension To turn Outbound Transfer on or off Turning Outbound Transfer on or offPress Chng or ⁄to turn Outbound Transfer on Press Quit or Optimizing Outbound Transfer Programming Outbound Transfer when CallPilot is behind a PBX About Off-premise Message Notification Chapter Off-premise Message Notification Off-premise Message Notification parameters Press Phone or ⁄to choose a phone number destination Setting up Off-premise Message NotificationEnter the destination phone number and press OK or £. Destination phone number is a maximum of 30 digits Follow the voice prompts to add characters An urgent message To set up Off-premise Message Notification to an extension Retry AM PM Example of a destination pager number To set up Off-premise Message Notification to a pager Press Pager or ‹to select a pager number destination Press Phone or ⁄to choose a destination phone number Press YES or ⁄to set up another destination number Chngnext To change the time range or type of message parameters Changing Off-premise Message Notification Press Next or £to accept the start time To change the destination from phone to another destination If you want to change message notification To change the destination from pager to phone or extension Press Chng or ⁄to change the start time To change the destination from phone or extension to pager Display shows notification is set up to a pager To delete a destination number Deleting a destination number To add a destination number Adding a destination number To turn Off-premise Message Notification on or off Turning Off-premise Message Notification on or off Off-premise Message Notification P0919417 Chapter Recording a call Using Call RecordAbout Call Record To record a call Recording a call P0919417 Information mailbox greetings Chapter Broadcast and Information messagesAbout Broadcast messages To record an Information mailbox greeting Recording an Information mailbox greeting Chapter CallPilot tips CallPilot tips Chapter Troubleshooting Forgot my mailbox password Off-premise Message Notification does not work Troubleshooting P0919417 Glossary Mailbox assigned to a user who does not have an extension Feature code used to leave messages in CallPilot mailboxes Mailboxes assigned to users as a place to store messages Index Index Index