Avaya BCM 5.0 - CallPilot User's Guide

BCM 5.0CallPilotDocument Status: StandardDocument Number: NN40170-100Document Version: 01.01Date: August 2009CallPilot Reference Guide

10 Chapter 1 Getting startedNN40170-100NN40170-100Symbols and text conventionsThese symbols are used to Highlight critical information for the BCM sys

100 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-1008 Press NEXT or £ to continueorpress CHNG or ⁄ to change the destination, and rep

Chapter 10 Off-premise Message Notification 101CallPilot Reference Guide To change the destination from pager to phone or extension1 Press ≤·°⁄.Follow

102 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-100To change the destination from phone or extension to pager9 Press CHNG or ⁄ to ch

Chapter 10 Off-premise Message Notification 103CallPilot Reference Guide 6 Enter the pager number and press OK or £ to continue.7 Press OK or £ to acc

104 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-100Deleting a destination numberIf you have more than one destination number for Off

Chapter 10 Off-premise Message Notification 105CallPilot Reference Guide Adding a destination numberUse this procedure if you have set up Off-premise

106 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-100To add a destination numberTurning Off-premise Message Notification on or offYou

Chapter 10 Off-premise Message Notification 107CallPilot Reference Guide To turn Off-premise Message Notification on or off1 Press ≤·°⁄.Follow the voi

108 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-100

109CallPilot Reference Guide Chapter 11Recording a callAbout Record A CallWith Record A Call ≤·°·, you can record an active telephone call and put the

Chapter 1 Getting started 11CallPilot Reference GuideThese conventions and symbols are used to represent the Business Series Terminal display and dial

110 Chapter 11 Recording a callNN40170-100NN40170-100To record a callProfessional Call RecordingYou can use the Professional Call Recording feature (F

111CallPilot Reference GuideChapter 12Broadcast and Information messagesAbout Broadcast messagesYou can ask the System Administrator to send a Broadca

112 Chapter 12 Broadcast and Information messagesNN40170-100NN40170-100Recording an Information mailbox greetingBefore you record an Information mailb

113CallPilot Reference GuideChapter 13CallPilot tipsThis chapter contains tips on how to optimize your use of CallPilot.Listen to your messages freque

114 Chapter 13 CallPilot tipsNN40170-100NN40170-100Do not forget to use the Copy and Reply features. You can use CallPilot to send copies of messages

115CallPilot Reference GuideChapter 14TroubleshootingThis chapter describes some problems that can occur when you use CallPilot.Some typical problems

116 Chapter 14 TroubleshootingNN40170-100NN40170-100My mailbox is lockedYour mailbox is locked if you attempt to access your mailbox and you hear the

Chapter 14 Troubleshooting 117CallPilot Reference GuideOff-premise Message Notification does not workIf Off-premise Message Notification does not work

118 Chapter 14 TroubleshootingNN40170-100NN40170-100

119CallPilot Reference GuideGlossaryAdministrationThe tasks involved in maintaining CallPilot mailboxes, greetings and set up configuration.Alternate

12 Chapter 1 Getting startedNN40170-100NN40170-100• search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issue

120 GlossaryNN40170-100NN40170-100A one line or two line screen on a display telephone that shows CallPilot commands and options.Display buttonsThe th

Glossary 121CallPilot Reference GuideInitializing a mailboxPreparing a mailbox to receive messages, which includes changing a mailbox default password

122 GlossaryNN40170-100NN40170-100OptionA CallPilot choice that is given to a user through voice or display prompts.PasswordA four- to eight-digit num

123CallPilot Reference GuideIndexAAlert tone 76Alternate greeting 42, 113Alternate Language 18Analog station module (ASM) 15Analog terminal ad

124 IndexNN40170-100NN40170-100Forwarding a message 55Full mailbox 51GGeneral Delivery mailbox 51purpose 20Greetings 22Alternate 42, 113ex

Index 125CallPilot Reference Guidesilence timeout 59NNamerecording in Company Directory 21removing from Company Directory 27Never Full mailbox f

126 IndexNN40170-100NN40170-100to a telephone number 88to an extension number 91Outbound Transferto a phone number 83to an extension 84your ma

13CallPilot Reference GuideChapter 2Using CallPilotHow CallPilot worksCallPilot works with the telephone system to provide an automated receptionist s

14 Chapter 2 Using CallPilotNN40170-100NN40170-100About telephone buttonsThis table shows the Nortel Business Series Terminal buttons. Use the buttons

Chapter 2 Using CallPilot 15CallPilot Reference GuideYou can intercept the caller by using the Interrupt feature, ≤·°‡, from any phone as long as the

16 Chapter 2 Using CallPilotNN40170-100NN40170-100Numbers and letters on the dialpad.The display can show up to 16 characters. Whether the prompt rema

Chapter 2 Using CallPilot 17CallPilot Reference GuideOn a one line display phone the voice prompt plays immediately. If you do not choose an option af

18 Chapter 2 Using CallPilotNN40170-100NN40170-100Auto AttendantThe Auto Attendant acts as a receptionist for incoming calls. When it is enabled, the

Chapter 2 Using CallPilot 19CallPilot Reference GuideTypes of mailboxesA mailbox is a storage place for messages. There are three types of mailboxes:•

Copyright © 2009 Nortel Networks, All Rights ReservedThe information in this document is subject to change without notice. The statements, configurati

20 Chapter 2 Using CallPilotNN40170-100NN40170-100Special mailboxesSpecial mailboxes are set up automatically when CallPilot is initialized.The Specia

21CallPilot Reference GuideChapter 3Setting up your mailboxThis chapter describes how to set up your mailbox and explains:• Initializing your mailbox•

22 Chapter 3 Setting up your mailboxNN40170-100NN40170-100If the password is trivial, CallPilot prompts you with a text prompt of Trivial password on

Chapter 3 Setting up your mailbox 23CallPilot Reference GuideChecking which mailbox interface you useCallPilot supports two interfaces: Norstar Voice

24 Chapter 3 Setting up your mailboxNN40170-100NN40170-100Opening your mailboxAfter you initialize your mailbox you can open it from:• your own extens

Chapter 3 Setting up your mailbox 25CallPilot Reference GuideTo open your mailbox remotely1 To open your CallPilot mailbox from an outside tone dial p

26 Chapter 3 Setting up your mailboxNN40170-100NN40170-100To change your passwordPassword lock-outFor security reasons, the System Administrator can a

Chapter 3 Setting up your mailbox 27CallPilot Reference GuideIf you do not want your name in the Company Directory, tell your System Administrator. Th

28 Chapter 3 Setting up your mailboxNN40170-100NN40170-100To assign a personal Target Attendant1 Press ≤·°⁄.Follow the voice prompts or the display bu

Chapter 3 Setting up your mailbox 29CallPilot Reference GuideMailbox Manager overviewMailbox Manager is a Web-based application that allows you to man

3CallPilot Reference GuideTask ListGetting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

30 Chapter 3 Setting up your mailboxNN40170-100NN40170-100My Mailbox main menu• Welcome message• number of messages for each applicable message type•

Chapter 3 Setting up your mailbox 31CallPilot Reference Guide Greetings and Spoken Name (Primary, Alternate, and Personalized Greetings import, export

32 Chapter 3 Setting up your mailboxNN40170-100NN40170-100

33CallPilot Reference GuideChapter 4Feature codes and mailbox optionsFeature codesFeature code name Dialpad buttons DescriptionLeave Message ≤·°‚Leave

34 Chapter 4 Feature codes and mailbox optionsNN40170-100NN40170-100Ask your System Administrator about additional feature codes that may be available

Chapter 4 Feature codes and mailbox options 35CallPilot Reference GuideProgramming a memory button with a feature codeEach CallPilot feature code can

36 Chapter 4 Feature codes and mailbox optionsNN40170-100Norstar Voice Mail mailbox optionsMailbox commandsPlaying messagesMailbox AdministrationL

Chapter 4 Feature codes and mailbox options 37CallPilot Reference GuideSending messagesOther Norstar Voice Mail optionsMailbox option DescriptionPageG

38 Chapter 4 Feature codes and mailbox optionsNN40170-100CallPilot mailbox optionsMailbox commandsPlaying messagesFrom your display telephoneenter

Chapter 4 Feature codes and mailbox options 39CallPilot Reference GuideSending messagesOther CallPilot mailbox optionsMailbox option Description PageG

4 Task ListNN40170-100NN40170-100Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75To set up C

40 Chapter 4 Feature codes and mailbox optionsNN40170-100NN40170-100

41CallPilot Reference GuideChapter 5GreetingsThis chapter describes mailbox greetings and how to record them.This chapter includes:• Types of mailbox

42 Chapter 5 GreetingsNN40170-100NN40170-100Alternate mailbox greetingThe Alternate mailbox greeting is usually used for special circumstances.For exa

Chapter 5 Greetings 43CallPilot Reference GuideRecording a Primary or Alternate mailbox greetingOnly a Primary mailbox greeting is necessary, but you

44 Chapter 5 GreetingsNN40170-100NN40170-100To record a Primary or Alternate mailbox greetingChoosing a Primary or Alternate mailbox greetingIf you re

Chapter 5 Greetings 45CallPilot Reference GuideIf you choose No:• Messages cannot be left in the mailbox.• The Alternate mailbox greeting takes preced

46 Chapter 5 GreetingsNN40170-100NN40170-100To choose a Primary or Alternate mailbox greetingRecording a Personalized mailbox greetingIf your company

Chapter 5 Greetings 47CallPilot Reference GuideYou can record up to three Personalized mailbox greetings, but you can assign each greeting to only one

48 Chapter 5 GreetingsNN40170-100NN40170-1009 Press OK or £ to accept the recordingorpress PLAY or ⁄ to listen to the greetingorpress RETRY or ¤ to re

Chapter 5 Greetings 49CallPilot Reference GuideDeleting a Personalized mailbox greetingIf you no longer need a Personalized mailbox greeting, you can

5CallPilot Reference GuideContentsChapter 1Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 5 GreetingsNN40170-100NN40170-100

51CallPilot Reference GuideChapter 6Accessing your messagesThis chapter describes how to access your messages and explains:• Receiving calls• Never Fu

52 Chapter 6 Accessing your messagesNN40170-100NN40170-100Playing your messagesUse the procedure for playing your messages that corresponds to the int

Chapter 6 Accessing your messages 53CallPilot Reference GuideSkip forward‹or> >>Advances the message nine seconds and continues playing from

54 Chapter 6 Accessing your messagesNN40170-100NN40170-100Notes:1 Because your mailbox has limited message storage space, delete any messages you no l

Chapter 6 Accessing your messages 55CallPilot Reference GuideNextMessageflPlays the next message in the skillset mailbox. If you use this while a messa

56 Chapter 6 Accessing your messagesNN40170-100NN40170-100Retrieving erased messagesYou can retrieve an erased message if you are still in the CallPil

Chapter 6 Accessing your messages 57CallPilot Reference GuideTo use Call Screening1 You receive an external call that is transferred from the Auto Att

58 Chapter 6 Accessing your messagesNN40170-100NN40170-100

59CallPilot Reference GuideChapter 7Sending messagesThis chapter describes how to send messages and explains:• Recording and sending messages• Searchi

6 ContentsNN40170-100NN40170-100Norstar Voice Mail mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Ma

60 Chapter 7 Sending messagesNN40170-100NN40170-100To record and send a message using the Open Mailbox feature - Norstar Voice Mail1 Press ≤·°⁄.Follow

Chapter 7 Sending messages 61CallPilot Reference GuideTo record and send a message using the Open Mailbox feature - CallPilot1 Press ≤·°⁄.Follow the v

62 Chapter 7 Sending messagesNN40170-100NN40170-100To record and send a message using the Leave Message feature - Norstar Voice MailTo record and send

Chapter 7 Sending messages 63CallPilot Reference GuideSearching the Company DirectoryIf you know the name but not the mailbox number of someone you wa

64 Chapter 7 Sending messagesNN40170-100NN40170-100To search the Company DirectoryAssigning message delivery optionsUse the procedure for the interfac

Chapter 7 Sending messages 65CallPilot Reference GuideMessage delivery optionsThe Certified/Acknowledge and Timed delivery options are available only

66 Chapter 7 Sending messagesNN40170-100NN40170-100To assign message delivery options - Norstar Voice Mail1 Record your message using“To record and se

Chapter 7 Sending messages 67CallPilot Reference GuideFor more information about the message delivery see “Message delivery options” on page 65.9 Pres

68 Chapter 7 Sending messagesNN40170-100NN40170-100To assign message delivery options - CallPilot1 Record your message using“To record and send a mess

Chapter 7 Sending messages 69CallPilot Reference GuideSending a message to more than one recipientSending a message to a Group ListA Group List is a l

Contents 7CallPilot Reference GuideChapter 8Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

70 Chapter 7 Sending messagesNN40170-100NN40170-100Forwarding a copy of a message to one or more recipientsYou can forward a copy of a message during

Chapter 7 Sending messages 71CallPilot Reference GuideReplying to an internal callerTo reply to an internal caller - Norstar Voice MailTo reply to an

72 Chapter 7 Sending messagesNN40170-100NN40170-100Replying to an external callerYou can reply to a message from an external caller if your company su

Chapter 7 Sending messages 73CallPilot Reference GuidePlacing a call with Thru-DialWith Thru-Dial you can call another number while you are logged on

74 Chapter 7 Sending messagesNN40170-100NN40170-100To search the Company Directory while placing a Thru-Dial callIf you enter a name instead of a numb

75CallPilot Reference GuideChapter 8Call Forwarding your callsYou can call forward your calls if you want your calls to go to CallPilot immediately, w

76 Chapter 8 Call Forwarding your callsNN40170-100NN40170-1006 Press ⁄ to turn Call Forward on or off.• If Call Forward is on, the voice prompt says“C

Chapter 8 Call Forwarding your calls 77CallPilot Reference GuideTo turn Call Forward with CLID on or offCall Forward on Busy overrides CLIDIf your dis

78 Chapter 8 Call Forwarding your callsNN40170-100NN40170-100

79CallPilot Reference GuideChapter 9Transferring callsThis chapter describes transferring calls and explains:• Transferring calls to a CallPilot mailb

8 ContentsNN40170-100NN40170-100Chapter 13CallPilot tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

80 Chapter 9 Transferring callsNN40170-100NN40170-100Transferring a mailbox owner’s call to their mailboxYou can transfer a mailbox owner’s call to th

Chapter 9 Transferring calls 81CallPilot Reference GuideAbout Outbound TransferYou can set up Outbound Transfer to transfer a caller who reaches your

82 Chapter 9 Transferring callsNN40170-100NN40170-100› or TONEto recognize dial tone (behind PBX). The Recognize Dial Tone special character appears a

Chapter 9 Transferring calls 83CallPilot Reference GuideSetting up Outbound TransferTo set up Outbound Transfer to a phone number1 Press ≤·°⁄.Follow t

84 Chapter 9 Transferring callsNN40170-100NN40170-100To set up Outbound Transfer to an extension1 Press ≤·°⁄.Follow the voice prompts or the display b

Chapter 9 Transferring calls 85CallPilot Reference GuideTurning Outbound Transfer on or offYou can turn Outbound Transfer on or off at any time after

86 Chapter 9 Transferring callsNN40170-100NN40170-100Optimizing Outbound TransferWhen CallPilot transfers a call to an external telephone number using

87CallPilot Reference GuideChapter 10Off-premise Message NotificationThis chapter describes how to set up and change Off-premise Message Notification

88 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-100Off-premise Message Notification parametersYou can set up the parameters for Off-p

Chapter 10 Off-premise Message Notification 89CallPilot Reference Guide 2 If you use the CallPilot interface:• Press °fi to open the Mailbox Tools• Pre

9CallPilot Reference GuideChapter 1Getting startedAbout this guideThe CallPilot Reference Guide provides information on how to use CallPilot features

90 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-10010 Enter the time when Off-premise Message Notification is to stop. This is a four

Chapter 10 Off-premise Message Notification 91CallPilot Reference Guide To set up Off-premise Message Notification to an extension1 Press ≤·°⁄.Follow

92 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-10011 Press AM or ⁄or Press PM or ¤.12 Press OK or £ to accept the stop time.13 Press

Chapter 10 Off-premise Message Notification 93CallPilot Reference Guide Setting up Off-premise Message Notification to a pager numberExample of a dest

94 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-1004 Press PAGER or ‹ to select a pager number destination.5 Enter the destination pa

Chapter 10 Off-premise Message Notification 95CallPilot Reference Guide To set up Off-premise Message Notification to more than one destinationYou can

96 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-1008 Press AM or ⁄or Press PM or ¤.9 Press OK or £ to accept the start time.10 Enter

Chapter 10 Off-premise Message Notification 97CallPilot Reference Guide Changing Off-premise Message NotificationYou can change the parameters and des

98 Chapter 10 Off-premise Message NotificationNN40170-100NN40170-1002 If you use the CallPilot interface:• Press °fi to open the Mailbox Tools• Press N

Chapter 10 Off-premise Message Notification 99CallPilot Reference Guide To change the destination from phone to another destination1 Press ≤·°⁄.Follow