Avaya CallPilot Manager User Manual Page 139
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- TROUBLESHOOTING
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CallPilot Manager Set Up and Operation Guide
Chapter 15
Troubleshooting CallPilot
This chapter describes problems that can occur when you operate CallPilot, and suggested
solutions.
The Auto Attendant does not answer calls
• Verify that you have assigned the lines to the Greeting Table, and the Answer Mode for the
line is Auto-Attendant. This means that CallPilot 100/150 or Business Communications
Manager is set to answer the line.
• All the channels can be busy. Try calling back. Your call is answered when a channel is
available.
• Verify that greetings are recorded and assigned to the Greeting Table. These greetings default
to the Greeting Tables and must be recorded for the Auto Attendant to operate. Refer to
“Setting up a Greeting Table” on page 63.
• If the channels are frequently busy, it indicates there is too much activity. Contact your advice
line or sales representative.
CLID information is lost
If you use analog lines, the Auto Attendant must be set to answer after two or more rings for
CallPilot Manager to record call log information related to an incoming call. For information about
setting the number of rings, refer to
“Setting the Auto Attendant properties” on page 69.
The Auto Attendant transfers some callers to the General Delivery Mailbox
The system requires a tone dial telephone signal and a minimum voice level. The system waits for
a caller to respond. If a response is not received, the caller is transferred to the Receptionist or
designated Operator. If they are not available, the caller is automatically transferred to the General
Delivery Mailbox. The caller is transferred to the General Delivery Mailbox if an extension does
not have a mailbox.
For the system to transfer calls correctly, each mailbox must have a unique extension number. To
verify that mailboxes have a unique extension number, print the Directory Report.
Greetings play at the wrong time of day
There are five possible causes for this problem:
• The Business Open setting is not selected. Select the Business Open check box. Refer to
“Changing the Business Open setting” on page 125 for information.
• The wrong greeting numbers are assigned to the Greeting Table.
• The business hours are set incorrectly.
• The system time and date are incorrect for your system.
• The wrong greeting numbers are assigned in the Holiday Schedule.
- CallPilot Manager 1
- Set Up and Operation Guide 1
- CallPilot Manager Set Up and 2
- Operation Guide 2
- Contents 3
- Contents 4
- Chapter 5 4
- Chapter 6 5
- Chapter 7 5
- Chapter 8 6
- Chapter 9 6
- Chapter 1 9
- CallPilot options 10
- Desktop Messaging 11
- Using the dialpad 12
- Related publications 14
- How to get help 15
- Chapter 2 17
- Using CallPilot Manager 17
- Java environments 18
- Starting CallPilot Manager 19
- System timeout 20
- Chapter 3 23
- CallPilot mailboxes 23
- General Delivery Mailbox 24
- Subscriber mailboxes 24
- Guest mailboxes 25
- Information mailboxes 26
- Mailbox Class of Service 28
- CallPilot 100/150 29
- Networking option 29
- Mailbox properties 30
- Auto-Login 31
- Alternate extensions 31
- Express Messaging Line 32
- Call Screening 32
- Restricting outdialing 33
- Initializing a mailbox 34
- Chapter 4 37
- Working with mailboxes 37
- Adding a Guest mailbox 38
- Adding an Information mailbox 39
- Adding many mailboxes 40
- About mailbox passwords 42
- Changing mailbox settings 43
- To edit a Class of Service 44
- Deleting a mailbox 45
- About Group Lists 46
- Adding a Group List 47
- Changing a Group List 48
- To change a Group List 48
- Setting up the Auto Attendant 55
- Greeting Tables 56
- Holiday List 58
- About Holiday status 60
- About Company Greetings 62
- Recording a Company Greeting 63
- Setting up a Greeting Table 63
- Setting the business hours 65
- Assigning a menu repeat key 67
- Auto Attendant Menu 68
- Recording a Custom Menu 68
- About Touchtone Gate 70
- About the CLID Routing Table 72
- Configuring line answering 76
- Custom Call Routing 77
- Example of a Home node 79
- Company Greeting 79
- Home node 79
- Planning a CCR Tree 80
- About CCR Tree structure 80
- Mailbox node 81
- Transfer node 81
- Destination 82
- Park and Page node 82
- An example of a CCR Tree 83
- Working with CCR Trees 85
- Creating a Home Transfer node 87
- Creating a Home Mailbox node 87
- Copying a CCR Tree 88
- To copy a CCR Tree 88
- Adding nodes to the Home node 89
- Adding a Menu node 90
- Adding an Information node 90
- Adding a Mailbox node 91
- Adding a Transfer node 92
- Adding a Park and Page node 93
- To add a Park and Page node 94
- Testing a CCR Tree 96
- Disabling a CCR Tree 97
- Changing a node 98
- Deleting a node 98
- Deleting a CCR Tree 98
- CallPilot reports 99
- Mailbox Information Report 100
- All Mailbox Activity Report 102
- Event Log Report 102
- CCR Tree Usage Report 103
- P0605664 03 104
- Fax Usage Report 105
- System Configuration Report 106
- Resetting Mailbox statistics 107
- Chapter 10 109
- CallPilot system properties 109
- 24 Click the Submit button 111
- Chapter 11 113
- Dialing Translation 113
- numbers 114
- Network Access 115
- Translation properties 116
- Translation Table 117
- Translation Table entries 117
- Table entry 118
- Chapter 12 119
- Viewing switch properties 120
- Creating Access Passwords 120
- Chapter 13 123
- CallPilot Manager operations 123
- and presents each caller 126
- Setting the Operator status 128
- To set the Operator status 128
- Setting the Business Status 131
- To set the Business Status 131
- Setting up line answering 133
- To assign Answer Lines 133
- Chapter 14 135
- Information mailbox messages 137
- Chapter 15 139
- Troubleshooting CallPilot 139
- Chapter 16 143
- CallPilot configuration tips 143
- To Call Forward All Calls 144
- On Your Toes Dance Studio 145
- The central receptionist 145
- The Costume Room 146
- Bridge Stone Engineering 147
- The managers 149
- Shipping and Receiving 149
- Feature compatibility 150
- Chapter 17 153
- Transfers checkboxes 154
- 3 Click the Submit button 154
- Centralized Voicemail notes 155
- Appendix 157
- Default configuration values 157
- Glossary 159
- 160 Glossary 160
- Glossary 161 161
- 162 Glossary 162
- Glossary 163 163
- 164 Glossary 164
- Glossary 165 165
- 166 Glossary 166
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