Nortel P0919417 03 - Manuals

9 CallPilot Reference Guide Chapter 2Using CallPilot How CallPilot works CallPilot works with the telephone system to provide an automated receptionist service.CallPilot answers incoming calls, routes them to extensions and mailboxes in the system, and provides message taking capability. About displ...

10 Chapter 2 Using CallPilot P0919417 03 About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. You can enter ≤ , ƒ or ƒ and the code to use a feature. For example, press ≤·°⁄ to access your mailbo...

Chapter 2 Using CallPilot 11 CallPilot Reference Guide Using CallPilot with an analog terminal adapter or an analog station module One or more analog single-line sets can be connected to telephone system using an Analog Terminal Adapter (ATA) or an Analog Station Module (ASM). This type of set works...

12 Chapter 2 Using CallPilot P0919417 03 An example of a display with fewer than 16 characters, where the command line prompt remains on the display is the Pswd: command line prompt. The prompt disappears for these command line prompts: • Name: • Log: • Dest ph: This display shows the Name: command ...

Chapter 2 Using CallPilot 13 CallPilot Reference Guide Automated Attendant The Automated Attendant acts as a receptionist for incoming calls. When it is enabled, the Automated Attendant answers your company’s incoming phone lines depending on the time of day. If callers know which option they want, ...

14 Chapter 2 Using CallPilot P0919417 03 Types of mailboxes A mailbox is a storage place for messages. There are three types of mailboxes: • Subscriber mailboxes, which include Guest mailboxes • Information mailboxes • Special mailboxes, which include the General Delivery Mailbox and the System Admi...

Chapter 2 Using CallPilot 15 CallPilot Reference Guide Special mailboxes Special mailboxes are set up automatically when CallPilot is initialized. The Special mailboxes include: • General Delivery Mailbox • System Administrator Mailbox General Delivery Mailbox The General Delivery Mailbox stores mes...

17 CallPilot Reference Guide Chapter 3Setting up your mailbox This chapter describes how to set up your mailbox and explains: • Initializing your mailbox • Checking which mailbox interface you use • Opening your mailbox • Changing your mailbox password • Recording your name in the Company Directory ...

18 Chapter 3 Setting up your mailbox P0919417 03 After you initialize your mailbox, record your mailbox greetings.Refer to “Recording a Primary or Alternate mailbox greeting” on page 29 for more information. If you do not record a Personal greeting, your Company Directory name plays to callers who r...

Chapter 3 Setting up your mailbox 19 CallPilot Reference Guide Opening your mailbox After you initialize your mailbox you can open it from: • your own extension • another CallPilot extension • an outside tone dial phone To open an initialized mailbox - Norstar Voice Mail To open an initialized mailb...

20 Chapter 3 Setting up your mailbox P0919417 03 Changing your mailbox password You can change your mailbox password at any time. A password must be from four to eight digits long and cannot start with zero. It is recommended that you change your password every 30 days. Keep your mailbox secure by c...

Chapter 3 Setting up your mailbox 21 CallPilot Reference Guide Recording your name in the Company Directory The Company Directory is a list of mailbox users on the CallPilot system. Before you can use your mailbox to receive messages, you must record your spoken name in the Company Directory. It is ...

22 Chapter 3 Setting up your mailbox P0919417 03 Assigning a Target Attendant You can assign a Target Attendant to answer calls transferred from your mailbox. The default Target Attendant for your mailbox is the CallPilot Operator. The Target Attendant can be assigned to any valid extension. After y...

23 CallPilot Reference Guide Chapter 4Feature codes and mailbox options Feature codes For information on programing a feature code onto a memory button of a display phone, refer to “Programming a memory button with a feature code” on page 24 . Feature code name Dialpad buttons Description Leave Mess...

24 Chapter 4 Feature codes and mailbox options P0919417 03 Programming a memory button with a feature code Each CallPilot feature code can be programmed to a single memory button. Use the paper labels that come with your telephone to identify the programmed button. To use the feature, press the labe...

Chapter 4 Feature codes and mailbox options 25 CallPilot Reference Guide CallPilot mailbox options Norstar Voice Mail mailbox options Mailbox option Display button Dialpad buttons Description Page Greetings GRTG °¤ Record and select personal mailbox greetings. 43 Password Change PSWD °› Change your ...

27 CallPilot Reference Guide Chapter 5Greetings This chapter describes mailbox greetings and how to record them. This chapter includes: • Types of mailbox greetings • Recording a Primary or Alternate mailbox greeting • Recording a Personalized mailbox greeting • Deleting a Personalized mailbox greet...

28 Chapter 5 Greetings P0919417 03 Personalized mailbox greeting Personalized mailbox greetings are available only if your company subscribes to Caller ID (CLID) service from your local telephone company. For more information about CLID, ask your System Administrator. A Personalized mailbox greeting...

Chapter 5 Greetings 29 CallPilot Reference Guide Recording a Primary or Alternate mailbox greeting Only a Primary mailbox greeting is necessary, but you can record an Alternate mailbox greeting for times when you are out of the office, such as vacations. If you do not record any mailbox greetings, y...

30 Chapter 5 Greetings P0919417 03 Choosing a Primary or Alternate mailbox greeting If you record a Primary and an Alternate mailbox greeting, you must choose which greeting plays. If you do not choose a greeting, the Primary mailbox greeting plays automatically. If you choose the Alternate mailbox ...

32 Chapter 5 Greetings P0919417 03 Recording a Personalized mailbox greeting If your company subscribes to a CLID service, you can record a Personalized mailbox greeting. For more information about CLID, ask your System Administrator. A Personalized mailbox greeting plays only for a person calling f...

Chapter 5 Greetings 33 CallPilot Reference Guide Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting, you can delete it. To delete a Personalized mailbox greeting 8 At the tone, record the greeting and press OK or £ to end the recording. 9 Press OK or £ to ...

35 CallPilot Reference Guide Chapter 6Accessing your messages This chapter describes how to access your messages and explains: • Receiving calls • Never Full mailbox feature • Playing your messages • Retrieving erased messages • Screening your calls • Interrupting a caller Receiving calls CallPilot ...

36 Chapter 6 Accessing your messages P0919417 03 Playing your messages Use the procedure for playing your messages that corresponds to the interface you use: • “To play your messages - Norstar Voice Mail ” on page 36 • “To play your messages - CallPilot” on page 38 To play your messages - Norstar Vo...

38 Chapter 6 Accessing your messages P0919417 03 3 Applies only if the Reply feature is enabled. 4 You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replying to an outside caller refer to “Replying to an exte...

40 Chapter 6 Accessing your messages P0919417 03 Retrieving erased messages You can retrieve an erased message if you are still in the CallPilot session. An erased message remains in your mailbox until you end the current CallPilot session. After you play your messages and exit CallPilot, any messag...

Chapter 6 Accessing your messages 41 CallPilot Reference Guide Screening your calls With Call Screening you can determine who is calling before you accept the call. Call Screening applies only to external calls transferred from the Automated Attendant or from Custom Call Routing (CCR). See your Syst...

42 Chapter 6 Accessing your messages P0919417 03 Interrupting a caller With the Interrupt feature ( ≤·°‡ ) you can intercept a caller who is listening to your mailbox greeting or leaving a message. You can program the Interrupt feature to a memory button with an indicator on your Nortel Networks tel...

43 CallPilot Reference Guide Chapter 7Sending messages This chapter describes how to send messages and explains: • Recording and sending messages • Searching the Company Directory • Assigning message delivery options • Sending a message to more than one recipient • Replying to messages • Placing a c...

48 Chapter 7 Sending messages P0919417 03 Searching the Company Directory If you know the name but not the mailbox number of someone you want to send a message to, you can search the Company Directory. You can find any initialized mailbox by searching the Company Directory. By default, you can press...

Chapter 7 Sending messages 49 CallPilot Reference Guide Assigning message delivery options Use the procedure for the interface you use: • “To assign message delivery options - Norstar Voice Mail” on page 50 • “To assign message delivery options - CallPilot” on page 51 Message delivery options The Ce...

50 Chapter 7 Sending messages P0919417 03 To assign message delivery options - Norstar Voice Mail 1 Record your message using “To record and send a message using the Open Mailbox feature - Norstar Voice Mail” on page 44 or “To record and send a message using the Leave Message feature - Norstar Voice...

Chapter 7 Sending messages 51 CallPilot Reference Guide For more information about the message delivery refer to “Message delivery options” on page 49 . To assign message delivery options - CallPilot 9 Press SEND or £ to send the message now orpress • to cancel all delivery options. 10 Press ® to en...

Chapter 7 Sending messages 53 CallPilot Reference Guide Sending a message to more than one recipient Sending a message to a Group List A Group List is a list of mailbox owners. If you have a group of people that you frequently send messages to, you can send the message to a Group List. When you send...

54 Chapter 7 Sending messages P0919417 03 Replying to messages You can reply to internal and external callers. You can reply to a message from an external caller if your company subscribes to CLID. Use the procedure for replying to messages that applies to the interface you use: • “To reply to an in...

Chapter 7 Sending messages 55 CallPilot Reference Guide To reply to an internal caller - CallPilot 1 Press ≤·°⁄ Follow the voice prompts or the display button options on your telephone to open your mailbox. 2 A mailbox summary is announced.While you are in your message list, you can play any message...

56 Chapter 7 Sending messages P0919417 03 Replying to an external caller You can reply to a message from an external caller if your company subscribes to CLID. Before using the Reply option you must play the message. Use the procedure that applies to the interface you use: • “To reply to an external...

Chapter 7 Sending messages 57 CallPilot Reference Guide Placing a call with Thru-Dial With Thru-Dial you can call another number while you are logged on to your mailbox, or if you call someone's extension and reach their voicemail. When to use Thru-Dial When you are making a call, you can make a sec...

58 Chapter 7 Sending messages P0919417 03 To search the Company Directory while placing a Thru-Dial call If you enter a name instead of a number with Thru-Dial, CallPilot places the call as soon as it finds a match for the name. 1 Open your mailbox: • If you are calling remotely press •• during your...

59 CallPilot Reference Guide Chapter 8Call Forwarding your calls You can call forward your calls if you do want your calls to go to CallPilot immediately, without ringing at your extension. For example, you can set up Call Forwarding if you are not going to be in the office and you do not want your ...

60 Chapter 8 Call Forwarding your calls P0919417 03 Setting up Call Forward remotely When you are away from the office you can forward your calls to your mailbox by using the dialpad of any tone dial telephone. To set up Call Forward remotely 1 Call the Automated Attendant or your business telephone...

Chapter 8 Call Forwarding your calls 61 CallPilot Reference Guide Call Forward with Caller ID The Call Forward with Caller ID (CLID) feature is available only if your company subscribes to a CLID service. If you are not sure whether your company subscribes to a CLID service, ask your System Administ...

63 CallPilot Reference Guide Chapter 9Transferring calls This chapter describes transferring calls and explains: • Transferring calls to a CallPilot mailbox • Transferring a mailbox owner’s call to their mailbox • Transferring a call to Custom Call Routing (CCR) • About Outbound Transfer • Setting u...

64 Chapter 9 Transferring calls P0919417 03 Transferring a mailbox owner’s call to their mailbox You can transfer a mailbox owner’s call to their CallPilot mailbox so that they can change their greetings or retrieve their messages. To transfer a mailbox owner’s call to their mailbox 1 Press ≤·°fl . D...

Chapter 9 Transferring calls 65 CallPilot Reference Guide Transferring a call to Custom Call Routing (CCR) CCR is a single-digit application that provides callers with a more sophisticated menu and a wider range of options than the Automated Attendant. Callers can use CCR to: • listen to the Home me...

66 Chapter 9 Transferring calls P0919417 03 About Outbound Transfer You can set up Outbound Transfer to transfer a caller who reaches your mailbox to a number that you assign. A caller can use Outbound Transfer from any tone dial telephone, and you can direct your Outbound Transfer calls to any tele...

Chapter 9 Transferring calls 67 CallPilot Reference Guide Setting up Outbound Transfer To set up Outbound Transfer to a phone number Adding special characters to a destination number Press Description ¤ or DIGS to resume adding digits to the destination phone number ‹ or PAUS to enter a timed pause ...

68 Chapter 9 Transferring calls P0919417 03 To set up Outbound Transfer to an extension 6 Press OK or £ to accept the destination number, represented by <x>orpress ADD or ¤ to add special characters. For information, refer to “Adding special characters to a destination number” on page 66 . Aft...

Chapter 9 Transferring calls 69 CallPilot Reference Guide Turning Outbound Transfer on or off You can turn Outbound Transfer on or off at any time after you set it up. Turning Outbound Transfer off does not affect any of its assigned parameters. To turn Outbound Transfer on or off 1 Press ≤ ·°⁄ . Fo...

70 Chapter 9 Transferring calls P0919417 03 Optimizing Outbound Transfer When CallPilot transfers a call to an external telephone number using Outbound Transfer, two lines are used. An incoming line connects a caller to a mailbox and an outgoing line transfers a caller to an Outbound Transfer teleph...

71 CallPilot Reference Guide Chapter 10Off-premise Message Notification This chapter describes how to set up and change Off-premise Message Notification and explains: • About Off-premise Message Notification • Setting up Off-premise Message Notification • Changing Off-premise Message Notification • ...

72 Chapter 10 Off-premise Message Notification P0919417 03 Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any tone dial phone. The parameters are: • destination type (phone, extension or pager) • destination number (phone, extensio...

Chapter 10 Off-premise Message Notification 73 CallPilot Reference Guide Setting up Off-premise Message Notification Follow these instructions if you are setting up Off-premise Message Notification for the first time. If you have already set up Off-premise Message Notification, refer to the section ...

76 Chapter 10 Off-premise Message Notification P0919417 03 To set up Off-premise Message Notification to an extension 1 Press ≤ ·°⁄ . Follow the voice prompts or the display button options to open your mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF ...

78 Chapter 10 Off-premise Message Notification P0919417 03 Setting up Off-premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX, remember to insert a · (depending on your system) before the £ to access a...

Chapter 10 Off-premise Message Notification 83 CallPilot Reference Guide Changing Off-premise Message Notification You can change the parameters and destinations for Off-Premise Message Notification. Refer to “Off-premise Message Notification parameters ” on page 72 for more information about parame...

Chapter 10 Off-premise Message Notification 85 CallPilot Reference Guide To change the destination from phone to another destination 1 Press ≤ ·°⁄ . Follow the voice prompts or the display button options to open your mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools...

Chapter 10 Off-premise Message Notification 87 CallPilot Reference Guide To change the destination from pager to phone or extension 1 Press ≤ ·°⁄ . Follow the voice prompts or the display button options to open your mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools ...

Chapter 10 Off-premise Message Notification 89 CallPilot Reference Guide To change the destination from phone or extension to pager 1 Press ≤ ·°⁄ . Follow the voice prompts or the display button options to open your mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools ...

Chapter 10 Off-premise Message Notification 91 CallPilot Reference Guide Deleting a destination number If you have more than one destination number for Off-premise Message Notification, you can delete a destination. To delete a destination number 1 Press ≤ ·°⁄ . Follow the voice prompts or the displ...

92 Chapter 10 Off-premise Message Notification P0919417 03 Adding a destination number Use this procedure if you have set up Off-premise Message Notification and you want to add another destination number. You can have up to five destination numbers. To add a destination number 1 Press ≤ ·°⁄ . Follo...

Chapter 10 Off-premise Message Notification 93 CallPilot Reference Guide Turning Off-premise Message Notification on or off You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters. To turn...

95 CallPilot Reference Guide Chapter 11Recording a call About Call Record With Call Record ≤·°· you can record an active telephone call and put the resulting message in your mailbox. Before you activate Call Record, ask the parties on the call for permission to record the call. The maximum length of...

97 CallPilot Reference Guide Chapter 12Broadcast and Information messages About Broadcast messages You can ask the System Administrator to send a Broadcast message if you need to send a message to every initialized mailbox on your phone system. You can ask the System Administrator to send a Broadcas...

98 Chapter 12 Broadcast and Information messages P0919417 03 Recording an Information mailbox greeting Before you record an Information mailbox greeting, you must determine what the greeting includes. Be sure to include important times and dates. For example: “Paddy’s Dance Studio proudly presents a...

105 CallPilot Reference Guide Glossary Administration The tasks involved in maintaining CallPilot mailboxes, greetings and set up configuration. Alternate greeting A greeting recorded for a Personal mailbox and played on occasions such as absence, illness, or vacation. Attendant sign On/Off The task...

CallPilot Reference Guide 109 Index A Alert tone 61 Alternate greeting 27, 99 Alternate Language 13 Analog station module (ASM) 11 Analog terminal adapter (ATA) 11 Automated Attendant 41, 101 B Broadcast message about 97recording 97 C Call Forward canceling 59remote, setting up 60setting up 59with C...