Avaya CallPilot Manager User Manual

Part No. P0919415 06CallPilot ManagerSet Up and Operation Guide

10 Chapter 1 Getting started with CallPilot ManagerP0919415 06CallPilot optionsCallPilot has options that enhance your office communications. You

100 Chapter 10 CallPilot system propertiesP0919415 06

101CallPilot Manager Set Up and Operation GuideChapter 11Dialing Translation and Restriction Permission ListsAbout Dialing TranslationDialing translat

102 Chapter 11 Dialing Translation and Restriction Permission ListsP0919415 06Examples of Dialing Translation TablesThe following tables are examp

Chapter 11 Dialing Translation and Restriction Permission Lists 103CallPilot Manager Set Up and Operation GuideAn example of a Dialing Translation

104 Chapter 11 Dialing Translation and Restriction Permission ListsP0919415 06Setting Dialing Translation propertiesSetting the Dialing Translatio

Chapter 11 Dialing Translation and Restriction Permission Lists 105CallPilot Manager Set Up and Operation GuideBuilding a Dialing Translation Tabl

106 Chapter 11 Dialing Translation and Restriction Permission ListsP0919415 06Changing a Dialing Translation Table entryAfter you build a Dialing

Chapter 11 Dialing Translation and Restriction Permission Lists 107CallPilot Manager Set Up and Operation GuideAbout Restriction Permission ListsI

108 Chapter 11 Dialing Translation and Restriction Permission ListsP0919415 06To remove a restriction or permission1 Click the Mailbox Administrat

109CallPilot Manager Set Up and Operation GuideChapter 12CallPilot Manager configurationEnabling software authorization codesYou can enable software a

Chapter 1 Getting started with CallPilot Manager 11CallPilot Manager Set Up and Operation GuideUnified MessagingWith Unified Messaging subscribers

110 Chapter 12 CallPilot Manager configurationP0919415 06Viewing switch propertiesTo view switch properties1 Click the Configuration heading.2 Cli

Chapter 12 CallPilot Manager configuration 111CallPilot Manager Set Up and Operation Guide2 Click the Access Passwords link.The Access Passwords

112 Chapter 12 CallPilot Manager configurationP0919415 06

113CallPilot Manager Set Up and Operation GuideChapter 13CallPilot Manager operationsBacking up and restoring CallPilot informationYou can back up Cal

114 Chapter 13 CallPilot Manager operationsP0919415 06To reset CallPilot for Business Communications Manager1 Press ·°¤.2 Enter the Operator passw

Chapter 13 CallPilot Manager operations 115CallPilot Manager Set Up and Operation GuideChanging the Operator settingsSetting the Auto Attendant S

116 Chapter 13 CallPilot Manager operationsP0919415 06Changing the Answer Lines StatusCallPilot can answer all your Central Office (CO) lines incl

Chapter 13 CallPilot Manager operations 117CallPilot Manager Set Up and Operation GuideAttendant Console settings for CallPilot MiniIf you use At

118 Chapter 13 CallPilot Manager operationsP0919415 06Resetting the Operator passwordYou can reset the Operator password to the default at any tim

Chapter 13 CallPilot Manager operations 119CallPilot Manager Set Up and Operation GuideChanging the Operator settings from a telephoneFrom a tele

12 Chapter 1 Getting started with CallPilot ManagerP0919415 06About Nortel Networks Business Series Terminal telephone buttonsThis table shows the

120 Chapter 13 CallPilot Manager operationsP0919415 06Changing the Operator passwordYou can change the Operator password at any time. The password

Chapter 13 CallPilot Manager operations 121CallPilot Manager Set Up and Operation GuideCallers who request the Operator are transferred to the ne

122 Chapter 13 CallPilot Manager operationsP0919415 06Setting up line answeringCallPilot can answer all your Central Office (CO) lines included in

123CallPilot Manager Set Up and Operation GuideChapter 14Broadcast and Information messagesAbout Broadcast messagesYou can send a Broadcast message if

124 Chapter 14 Broadcast and Information messagesP0919415 06To record and send a Broadcast message - CallPilot1 Press .2 Enter the System Administ

Chapter 14 Broadcast and Information messages 125CallPilot Manager Set Up and Operation GuideTo record and send a Broadcast Message - CallPilot Mi

126 Chapter 14 Broadcast and Information messagesP0919415 06Information mailbox messagesYour business or departments within your business can use

Chapter 14 Broadcast and Information messages 127CallPilot Manager Set Up and Operation GuideTo record an Information mailbox message - Business C

128 Chapter 14 Broadcast and Information messagesP0919415 06To record an Information mailbox message - CallPilot Mini1 Dial the CallPilot Messagin

129CallPilot Manager Set Up and Operation GuideChapter 15Troubleshooting CallPilotThis chapter describes problems that can occur when you operate Call

Chapter 1 Getting started with CallPilot Manager 13CallPilot Manager Set Up and Operation GuideUsing the dialpadThe buttons on your telephone dial

130 Chapter 15 Troubleshooting CallPilotP0919415 06External callers hear the wrong greetingIf external callers hear the wrong greeting, (for examp

Chapter 15 Troubleshooting CallPilot 131CallPilot Manager Set Up and Operation GuidePersonalized greetings do not playPersonalized greetings do no

132 Chapter 15 Troubleshooting CallPilotP0919415 06A mailbox cannot be added to CallPilot ManagerEnsure that the mailbox is not already added. Mai

133CallPilot Manager Set Up and Operation GuideChapter 16CallPilot configuration tipsThis chapter describes system configuration enhancements that max

134 Chapter 16 CallPilot configuration tipsP0919415 06Using Call Forward All Calls (CFAC)If a subscriber does not want to take any calls for a per

Chapter 16 CallPilot configuration tips 135CallPilot Manager Set Up and Operation GuideHow to set up CallPilot for different businessesThere are s

136 Chapter 16 CallPilot configuration tipsP0919415 06Greeting Table 1 for On Your ToesCallPilot uses Greeting Table 1 to answer calls after four

Chapter 16 CallPilot configuration tips 137CallPilot Manager Set Up and Operation GuideCallPilot for a medium businessBridge Stone EngineeringCall

138 Chapter 16 CallPilot configuration tipsP0919415 06Greeting Table 1 for Bridge Stone EngineeringCallPilot uses Greeting Table 1 to answer calls

Chapter 16 CallPilot configuration tips 139CallPilot Manager Set Up and Operation GuideThe managersBridge Stone managers have a personal CO line t

14 Chapter 1 Getting started with CallPilot ManagerP0919415 06Related publicationsReference and programmingCallPilot Reference GuideCallPilot Mini

140 Chapter 16 CallPilot configuration tipsP0919415 06Feature compatibilityThis section describes how system features interact with CallPilot.ATA

Chapter 16 CallPilot configuration tips 141CallPilot Manager Set Up and Operation GuideDelayed Ring Transfer (DRT)To use CallPilot as a secondary

142 Chapter 16 CallPilot configuration tipsP0919415 06LinesIf a line programmed for the Auto Attendant appears on a set, it rings when CallPilot t

143CallPilot Manager Set Up and Operation GuideAppendixDefault configuration valuesThis appendix is a summary of the values that you can enter at the

144 Appendix Default configuration valuesP0919415 06 **Group List numbers are always three digits longNorstar Voice Mail interface feature codesVa

145CallPilot Manager Set Up and Operation GuideGlossaryAASee Auto Attendant.AdministrationThe tasks involved in maintaining CallPilot mailboxes, Greet

146 GlossaryP0919415 06Business StatusA setting that overrides the schedule of the Greeting Table and plays the Non-business greeting until turned

Glossary 147CallPilot Manager Set Up and Operation GuideCustom Call RoutingCall Paths that let callers select options to direct their calls along p

148 GlossaryP0919415 06GreetingsThere are three types of CallPilot Greetings: Company Greetings, Personal Mailbox Greetings and Information mailbox

Glossary 149CallPilot Manager Set Up and Operation GuideInitializing a mailboxPreparing a mailbox to receive messages. Initializing a mailbox inclu

Chapter 1 Getting started with CallPilot Manager 15CallPilot Manager Set Up and Operation GuideHow to get helpUSA and CanadaAuthorized Distributor

150 GlossaryP0919415 06Message Waiting NotificationMessage Waiting Notification provides subscribers with the message notification “Message for you

Glossary 151CallPilot Manager Set Up and Operation GuidePath numberAn identification number assigned to a Path on each CCR Tree. The number represe

152 GlossaryP0919415 06System Administrator MailboxOne of the two Special Mailboxes. It is used by the System Administrator for sending Broadcast M

CallPilot Manager Set Up and Operation Guide153IndexAAccess passwordsCall Center 110modem 110Afternoon Greeting 56Alternate extension 29Altern

154 IndexP0919415 06CallPilot Mini voice prompts 12CallPilot optionsCall Center 10Desktop Messaging 11Fax 10Message Networking 10Unified

Index 155CallPilot Manager Set Up and Operation GuideDisconnect Supervision, CallPilot Feature Compatibility 141Display 13log prompt 130Do No

156 IndexP0919415 06troubleshooting 131Mailbox Information Report 88Mailbox message time, in Class of Service 26Mailbox propertiesalternate e

Index 157CallPilot Manager Set Up and Operation GuideRRecordingCompany Greetings 54Customized Auto Attendant Menu prompt 60greeting 50prompt

16 Chapter 1 Getting started with CallPilot ManagerP0919415 06

17CallPilot Manager Set Up and Operation GuideChapter 2Using CallPilot ManagerRequirements for CallPilot ManagerCallPilot Manager operates on a CallPi

18 Chapter 2 Using CallPilot ManagerP0919415 06Starting CallPilot ManagerFrom Business Communications Manager1 Point your web browser to http://&l

Chapter 2 Using CallPilot Manager 19CallPilot Manager Set Up and Operation GuideAbout the CallPilot Manager interfaceSystem timeoutA CallPilot Man

2P0919415 06CallPilot Manager Set Up and Operation GuideCopyright © 2002 Nortel NetworksAll rights reserved. 2002.The information in this document is

20 Chapter 2 Using CallPilot ManagerP0919415 06Resetting the System Administrator passwordIf you forget the System Administrator password, you mus

21CallPilot Manager Set Up and Operation GuideChapter 3CallPilot mailboxesAbout installing mailboxesYou install mailboxes by enabling a software autho

22 Chapter 3 CallPilot mailboxesP0919415 06General Delivery MailboxThe General Delivery Mailbox is your company mailbox. It is created automatical

Chapter 3 CallPilot mailboxes 23CallPilot Manager Set Up and Operation GuideGuest mailboxesA Guest mailbox is a Subscriber mailbox without a prima

24 Chapter 3 CallPilot mailboxesP0919415 06After you record the announcement, record a Company Greeting that tells callers about the mailbox. For

Chapter 3 CallPilot mailboxes 25CallPilot Manager Set Up and Operation Guide• Mention the Information mailboxes in the Company Greeting if your co

26 Chapter 3 CallPilot mailboxesP0919415 06Mailbox Class of ServiceClass of Service (COS) values reduce the amount of programming you do when you

Chapter 3 CallPilot mailboxes 27CallPilot Manager Set Up and Operation GuideClass of Service default valuesThis table shows the default Class of S

28 Chapter 3 CallPilot mailboxesP0919415 06Mailbox propertiesYou can change these mailbox properties, which are not included in the mailbox Class

Chapter 3 CallPilot mailboxes 29CallPilot Manager Set Up and Operation GuideThe default for Outdial type is None. The values available are None, L

3CallPilot Manager Set Up and Operation GuideContentsChapter 1Getting started with CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 3 CallPilot mailboxesP0919415 06Express Messaging LineWhen you create a Subscriber Mailbox, you can assign an Express Messaging Line to

Chapter 3 CallPilot mailboxes 31CallPilot Manager Set Up and Operation GuideRestricting outdialingYou can apply dialing restrictions to Nortel Net

32 Chapter 3 CallPilot mailboxesP0919415 06Initializing a mailboxInitializing a mailbox prepares your mailbox to receive messages. A mailbox canno

Chapter 3 CallPilot mailboxes 33CallPilot Manager Set Up and Operation GuideTo initialize a mailbox - CallPilot Mini1 Dial the CallPilot Messaging

34 Chapter 3 CallPilot mailboxesP0919415 06Checking which mailbox interface you useCallPilot supports two interfaces: Norstar Voice Mail and CallP

35CallPilot Manager Set Up and Operation GuideChapter 4Working with mailboxesAdding a Subscriber mailboxIf you want to create multiple Subscriber mail

36 Chapter 4 Working with mailboxesP0919415 06Adding a Guest mailboxAssign all Guest mailboxes numbers that begin with the same digit. This helps

Chapter 4 Working with mailboxes 37CallPilot Manager Set Up and Operation GuideAdding an Information mailboxAssign all Information mailboxes numbe

38 Chapter 4 Working with mailboxesP0919415 06Adding many mailboxesYou can save time by creating multiple mailboxes when you set up CallPilot for

Chapter 4 Working with mailboxes 39CallPilot Manager Set Up and Operation Guide8 From the Outdial Type list box, select Line and type the specific

4 ContentsP0919415 06Chapter 3CallPilot mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21About

40 Chapter 4 Working with mailboxesP0919415 06About mailbox passwordsEach mailbox is protected by a password established by the mailbox owner. Whe

Chapter 4 Working with mailboxes 41CallPilot Manager Set Up and Operation GuideChanging mailbox settingsAfter you add a mailbox, you can:• reset t

42 Chapter 4 Working with mailboxesP0919415 06Viewing or editing a Class of ServiceFor information on the Class of Service settings, refer to “Ma

Chapter 4 Working with mailboxes 43CallPilot Manager Set Up and Operation Guide19 If you want to change the user interface and you use a Norstar

44 Chapter 4 Working with mailboxesP0919415 06About Group ListsWith Group Lists you can send messages to multiple recipients. You can create a max

Chapter 4 Working with mailboxes 45CallPilot Manager Set Up and Operation GuideAdding a Group ListA mailbox must be initialized before you can add

46 Chapter 4 Working with mailboxesP0919415 06Changing a Group ListYou can change a Group List name and members at any time. You cannot change a G

47CallPilot Manager Set Up and Operation GuideChapter 5Recording greetings, prompts and namesRecording greetings, prompts and namesWith CallPilot Mana

48 Chapter 5 Recording greetings, prompts and namesP0919415 064 Pick up the handset. Do not use Handsfree. Click the Record button. After the tone

Chapter 5 Recording greetings, prompts and names 49CallPilot Manager Set Up and Operation GuideImporting greetings, prompts or namesIf you use Bus

Contents 5CallPilot Manager Set Up and Operation GuideChapter 5Recording greetings, prompts and names . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 5 Recording greetings, prompts and namesP0919415 06Exporting greetings, prompts or namesIf you use Business Communications Manager, you

51CallPilot Manager Set Up and Operation GuideChapter 6Setting up the Auto AttendantAbout the Auto AttendantThe Auto Attendant can answer your company

52 Chapter 6 Setting up the Auto AttendantP0919415 06Greeting TablesA Greeting Table stores the recordings played by the Auto Attendant to the inc

Chapter 6 Setting up the Auto Attendant 53CallPilot Manager Set Up and Operation GuideGreeting Tables using the alternate languageIf you use CallP

54 Chapter 6 Setting up the Auto AttendantP0919415 06About Company GreetingsBefore you record your Company Greetings, decide what type of greeting

Chapter 6 Setting up the Auto Attendant 55CallPilot Manager Set Up and Operation GuideRecording a Company GreetingTo record a Company Greeting1 Cl

56 Chapter 6 Setting up the Auto AttendantP0919415 06Assigning greetings to Greeting TablesIn a Greeting Table you can assign what greeting plays

Chapter 6 Setting up the Auto Attendant 57CallPilot Manager Set Up and Operation GuideAssigning a Greeting Table AttendantCallers who press duri

58 Chapter 6 Setting up the Auto AttendantP0919415 06Assigning a language preferenceAfter you assign greetings to the Greeting Table, assign the l

Chapter 6 Setting up the Auto Attendant 59CallPilot Manager Set Up and Operation GuideAssigning a menu repeat keyChoose a digit that lets callers

6 ContentsP0919415 06Chapter 8Working with CCR Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Building a

60 Chapter 6 Setting up the Auto AttendantP0919415 06Auto Attendant MenuThe Auto Attendant Menu plays after the Company Greeting, and when an inte

Chapter 6 Setting up the Auto Attendant 61CallPilot Manager Set Up and Operation GuideSetting the Auto Attendant propertiesThe Auto Attendant prop

62 Chapter 6 Setting up the Auto AttendantP0919415 06About Touchtone GateTouchtone Gate is a feature that allows CallPilot to accept calls from bo

Chapter 6 Setting up the Auto Attendant 63CallPilot Manager Set Up and Operation GuideThe Touchtone Gate voice prompt is not played to internal ca

64 Chapter 6 Setting up the Auto AttendantP0919415 06About the CLID Routing TableSet up a CLID Routing Table to control how calls are routed based

Chapter 6 Setting up the Auto Attendant 65CallPilot Manager Set Up and Operation GuideIf an incoming call has a CLID value that matches an entry i

66 Chapter 6 Setting up the Auto AttendantP0919415 06Setting up a CLID Routing TableSetting up a CLID Routing Table involves:• entering a telephon

Chapter 6 Setting up the Auto Attendant 67CallPilot Manager Set Up and Operation GuideEditing telephone numbers in the CLID Routing TableTo change

68 Chapter 6 Setting up the Auto AttendantP0919415 06Configuring line answeringThe system can answer all your incoming lines, or just the lines yo

69CallPilot Manager Set Up and Operation GuideChapter 7Custom Call RoutingAbout Custom Call RoutingWith Custom Call Routing (CCR) you can replace Auto

Contents 7CallPilot Manager Set Up and Operation GuideChapter 11Dialing Translation and Restriction Permission Lists . . . . . . . . . . . . . . .

70 Chapter 7 Custom Call RoutingP0919415 06The Greeting Table specifies which CCR Tree plays to callers. After callers hear the Company Greeting a

Chapter 7 Custom Call Routing 71CallPilot Manager Set Up and Operation GuidePlanning a CCR TreeTo plan a CCR Tree:1 Identify the frequently called

72 Chapter 7 Custom Call RoutingP0919415 06The Home node can be an Information nodeYou can program the Home node to play an Information node. For

Chapter 7 Custom Call Routing 73CallPilot Manager Set Up and Operation GuideDestinationThe destination is where callers go after they listen to an

74 Chapter 7 Custom Call RoutingP0919415 06An example of a CCR Tree MailboxTo be included on our mailing list leave your name and address after th

75CallPilot Manager Set Up and Operation GuideChapter 8Working with CCR TreesBuilding a CCR TreeYou can record your CCR Tree programming in the CCR Tr

76 Chapter 8 Working with CCR TreesP0919415 064 Click the Submit button.The CCR Tree Properties page shows the new CCR Tree.5 Click the Change lin

Chapter 8 Working with CCR Trees 77CallPilot Manager Set Up and Operation GuideCreating a Home Transfer node1 Click the Custom Call Routing headin

78 Chapter 8 Working with CCR TreesP0919415 06Copying a CCR TreeIf you want to create a CCR Tree that is similar to another tree, you can copy a C

Chapter 8 Working with CCR Trees 79CallPilot Manager Set Up and Operation GuideAdding nodes to the Home nodeIf you create a CCR Tree with a Home m

8 ContentsP0919415 06Chapter 14Broadcast and Information messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123About Broadcast messa

80 Chapter 8 Working with CCR TreesP0919415 06Adding a Menu nodeCreate a Menu node to organize choices for your callers, or when you have more cho

Chapter 8 Working with CCR Trees 81CallPilot Manager Set Up and Operation Guide6 From the Destination list box, select a destination. The destinat

82 Chapter 8 Working with CCR TreesP0919415 06Adding a Transfer nodeA Transfer node sends a call to an internal or an external number.To add a Tra

Chapter 8 Working with CCR Trees 83CallPilot Manager Set Up and Operation GuideAssigning a CCR Tree to a Greeting TableBefore incoming callers can

84 Chapter 8 Working with CCR TreesP0919415 06Disabling a CCR TreeBefore you make any changes to a CCR Tree, remove any references to the CCR Tree

Chapter 8 Working with CCR Trees 85CallPilot Manager Set Up and Operation GuideChanging a nodeTo change the properties of a node1 Click the Custom

86 Chapter 8 Working with CCR TreesP0919415 06

87CallPilot Manager Set Up and Operation GuideChapter 9CallPilot reportsAbout CallPilot reportsThis chapter describes CallPilot reports and explains h

88 Chapter 9 CallPilot reportsP0919415 06Mailbox Information ReportThis report shows for each mailbox:The mailbox can have one or more information

Chapter 9 CallPilot reports 89CallPilot Manager Set Up and Operation GuideALTDN1Alternate extension 1 is defined.ALTDN2Alternate extension 2 is de

9CallPilot Manager Set Up and Operation GuideChapter 1Getting started with CallPilot ManagerAbout CallPilot ManagerCallPilot Manager is a web-based ap

90 Chapter 9 CallPilot reportsP0919415 06All Mailbox Activity ReportThe Mailbox Activity Report shows seven day usage information for all Subscrib

Chapter 9 CallPilot reports 91CallPilot Manager Set Up and Operation GuideCCR Tree Usage ReportThis report shows the Tree number, the Greeting Tab

92 Chapter 9 CallPilot reportsP0919415 06Port Usage/Call Handling ReportThis report summarizes inbound and outbound call activity and port usage o

Chapter 9 CallPilot reports 93CallPilot Manager Set Up and Operation GuideFax Usage ReportUse the Fax Requests Report:• to see Fax On Demand requ

94 Chapter 9 CallPilot reportsP0919415 06System Configuration ReportThe System Configuration Report shows how the system is configured.*Some secti

Chapter 9 CallPilot reports 95CallPilot Manager Set Up and Operation GuideMessage Usage ReportThe Message Usage Report shows the number of minute

96 Chapter 9 CallPilot reportsP0919415 06

97CallPilot Manager Set Up and Operation GuideChapter 10CallPilot system propertiesSetting the system properties1 Click the Configuration heading.2 Cl

98 Chapter 10 CallPilot system propertiesP0919415 069 The Enable General Delivery Mailbox check box is selected by default. This setting is for No

Chapter 10 CallPilot system properties 99CallPilot Manager Set Up and Operation Guide21 If you use CallPilot Mini, select your companding type fr