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Nortel Networks CallPilot manual Chapter Troubleshooting

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Page 101

Chapter 14

101

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

to Menu CallPilot Reference GuideReturn Trademarks Copyright 2001 Nortel NetworksCallPilot Reference Guide P0919417Chapter How to use this guide ContentsChapter Using CallPilot Chapter Setting up your mailboxChapter Accessing your messages Chapter Feature codes and mailbox optionsChapter Greetings Chapter Sending messagesCall Forwarding your calls ChapterChapter Transferring calls Off-premise Message NotificationP0919417 Chapter CallPilot tips Chapter Troubleshooting Glossary Index6 Contents PLAY Chapter How to use this guideConventions and symbols used in this guide P0919417 8 Chapter 1 How to use this guideHow CallPilot works Chapter Using CallPilotAbout display phones One line display phonesAlternate extensions About telephone buttonsUsing the dialpad Interrupting a voice prompt CallPilot voice promptsAutomated Attendant Subscriber mailbox Types of mailboxesGuest mailbox Information mailboxGeneral Delivery Mailbox System Administrator MailboxSpecial mailboxes P0919417 16 Chapter 2 Using CallPilotOpening your mailbox Changing your mailbox password Chapter Setting up your mailboxInitializing your mailbox To initialize your mailboxThis is the CallPilot interface Checking which mailbox interface you useTo check which mailbox interface you use Opening your mailbox 3 Enter your mailbox password and press OK or £To open an initialized mailbox - Norstar Voice Mail To open an initialized mailbox - CallPilotTo change your password Changing your mailbox passwordPassword lock-out Password expiryTo record your name in the Company Directory Recording your name in the Company DirectoryTo assign a personal Target Attendant Assigning a Target AttendantCallPilot Reference Guide Chapter Feature codes and mailbox optionsFeature codes Programming a memory button with a feature code Place a call to the CallPilot Operator. If the Operator is CallPilot mailbox optionsNorstar Voice Mail mailbox options Set up Outbound Transfer to transfer callers from your 26 Chapter 4 Feature codes and mailbox optionsP0919417 Assign a Target Attendant to answer calls transferredTypes of mailbox greetings Chapter GreetingsPrimary mailbox greeting Alternate mailbox greetingRecording technique for mailbox greetings Personalized mailbox greetingTo record a Primary or Alternate mailbox greeting Recording a Primary or Alternate mailbox greetingPress REC or ⁄ Press PRIME or ⁄to record the Primary greetingTo 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 andwhether the mailbox can accept messages 5 If you choose the Alternate mailbox greeting, you are askedPress CHNG or ⁄to toggle from yes to no press OK or £to acceptTo record a Personalized mailbox greeting Recording a Personalized mailbox greetingTo delete a Personalized mailbox greeting Deleting a Personalized mailbox greetingPress PERS or ‹to choose a Personalized mailbox greeting deleteP0919417 34 Chapter 5 GreetingsNever Full mailbox feature Chapter Accessing your messagesReceiving calls Never Full mailbox feature Playing your messages Receiving callsTo play your messages - Norstar Voice Mail Playing your messages“To play your messages - NorstarVoice Mail ” on page “To play your messages - CallPilot” on pageREPLY STOPSAVE PLAYmessages - CallPilot” To play your messages - CallPilotCallPilot Reference Guide Chapter 6 Accessing your messagesForwards the message to one or more mailboxes. You can record an mailbox until the session ends. Refer to Notes1 and 2 on pageTo retrieve an erased message - CallPilot Retrieving erased messagesTo retrieve an erased message - NorstarVoice Mail To use Call Screening Screening your callsTo interrupt a caller Interrupting a callerRecording and sending messages Chapter Sending messagesRecording and sending messages Searching the Company Directory Assigning message delivery optionsPAUSE Press REC or ‹and record your message at the toneRecord your message Page Press SEND or £or replace the handset to send the message using or press DEL or ‡ﬂto erase and re-record your message 6 Press PLAY or ¤to listen to your messageChapter 7 Sending messages CallPilot Reference GuideTo search the Company Directory Searching the Company DirectoryMessage delivery options Assigning message delivery options“To assign message delivery options - NorstarVoice Mail” on page “To assign message delivery options - CallPilot” on pagePress OK or £to accept the time you entered or press RETRY or To assign message delivery options - Norstar Voice MailTo assign message delivery options - CallPilot press to cancel all delivery optionsPress SEND or £to send the message now Press to end the sessionPress OK or £to accept the time you entered or press RETRY or to change the timePress CHNG or ⁄to change the date shown to a different date 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 “To reply to an internal caller - Norstar Voice Mail” on page1 Press ≤·⁄ To reply to an internal caller - CallPilot2 A mailbox summary is announced While you are in your message list, you can play any messageTo reply to an external caller - Norstar Voice Mail Replying to an external callerTo reply to an external caller - CallPilot “To reply to an external caller - Norstar Voice Mail” on pagePlacing a call with Thru-Dial When to use Thru-DialTo place a Thru-Dial call Examples of using Thru-DialTo use Thru-Dial to reach your Target Attendant To search the Company Directory while placing a Thru-Dial callChapter Call Forwarding your calls Setting up Call Forward remotely Call Forward with Caller IDCall Forwarding your calls to your mailbox Call Forwarding your calls to your mailbox“Caller information will be displayed at your set.” Setting up Call Forward remotelyTo set up Call Forward remotely Call Forward on Busy overrides CLID Call Forward with Caller IDTo turn Call Forward with CLID on or off P0919417 62 Chapter 8 Call Forwarding your callsSetting up Outbound Transfer Turning Outbound Transfer on or off About Outbound Transfer Setting up Outbound TransferChapter Transferring calls Transferring calls to a CallPilot mailboxTo transfer a mailbox owner’s call to their mailbox Transferring a mailbox owner’s call to their mailboxTo transfer a call to a CCR Tree Transferring a call to Custom Call Routing CCR‡ and you will be transferred to my cell phone. Thanks.” About Outbound TransferAdding special characters to a destination number To set up Outbound Transfer to a phone number Setting up Outbound Transfer¤or DIGS ‹or PAUS“Adding special characters to a destination number” on page To set up Outbound Transfer to an extensionTo turn Outbound Transfer on or off Turning Outbound Transfer on or offPress CHNG or ⁄to turn Outbound Transfer on Press QUIT orOptimizing Outbound Transfer Programming Outbound Transfer when CallPilot is behind a PBXChapter Off-premise Message Notification Setting up Off-premise Message NotificationAbout Off-premise Message Notification About Off-premise Message NotificationOff-premise Message Notification parameters To set up Off-premise Message Notification to a phone number Setting up Off-premise Message NotificationPress PHONE or ⁄to choose a phone number destination Enter the destination phone number and press OK or £. TheEnter the start time for Off-premise Message Notification. This is a Press OK or £to accept the destination phone number representedpress CHNG or ⁄if you want to be notified only when you receive Press OK or £if you want to be notified when you receive a newADMIN SELECT messageEnter the start time for Off-premise Message Notification. This is a To set up Off-premise Message Notification to an extension11 Press AM or ⁄ or PM or ¤ 12 Press OK or £to accept the stop time Example of a destination pager number Setting up Off-premise Message Notification to a pager numberTo set up Off-premise Message Notification to a pager 4 Press PAGER or ‹to select a pager number destination Page Press OK or £to accept the start time 21 Press NEXT or £to accept the start time that you entered or To change the time range or type of message parameters Changing Off-premise Message NotificationPress OK or £to accept the new default message. You can choose NEXT To change the destination from phone to another destinationPress CHNG or ⁄to change the start time 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 Press NEXT or £to accept the default pager message represented To delete a destination number Deleting a destination number“To set up Off-premise Message Notification to an extension” on page the steps in “To set up Off-premise Message Notification to a“To set up Off-premise Message Notification to a pager” on page Adding a destination numberTo turn Off-premise Message Notification on or off Turning Off-premise Message Notification on or offP0919417 94 Chapter 10 Off-premise Message NotificationChapter Recording a call Using Call RecordAbout Call Record To record a callP0919417 96 Chapter 11 Recording a callInformation mailbox greetings Chapter Broadcast and Information messagesAbout Broadcast messages To record an Information mailbox greeting Recording an Information mailbox greetingChapter CallPilot tips why you are forwarding a copy of the message Chapter Troubleshooting CallPilot Timeout I forgot my mailbox passwordMy mailbox is locked Messages are cut offOff-premise Message Notification does not work P0919417 104 Chapter 14 TroubleshootingGlossary A mailbox assigned to a user who does not have an extension The feature code used to leave messages in CallPilot mailboxes Mailboxes assigned to users as a place to store messages Index assigning