Nortec CallPilot Reference Guide
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2 P0919417 02.2 CallPilot Reference Guide Copyright © 2001 Nortel Networks All rights reserved. 2001. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc. The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document. Trademarks NORTEL NETWORKS is a trademark of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.
3 CallPilot Reference Guide Contents Chapter 1 How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Conventions and symbols used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Chapter 2 Using CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 How CallPilot works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 About display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 One line display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Two line display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Alternate extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Using CallPilot with an analog terminal adapter or an analog station module . . . . . . . 11 Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 CallPilot voice prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Interrupting a voice prompt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Types of mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Subscriber mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Information mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Special mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 System Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Chapter 3 Setting up your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Initializing your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Checking which mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Opening your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Opening your mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Changing your mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Password lock-out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Password expiry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Recording your name in the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Assigning a Target Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
4 Contents P0919417 02.2 Chapter 4 Feature codes and mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Programming a memory button with a feature code . . . . . . . . . . . . . . . . . . . . . . . . . . 24 CallPilot mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Norstar Voice Mail mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Chapter 5 Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Types of mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Primary mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Recording technique for mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Recording a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Choosing a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Recording a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Chapter 6 Accessing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Never Full mailbox feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Playing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Screening your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Interrupting a caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Chapter 7 Sending messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Recording and sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Searching the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Assigning message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Sending a message to more than one recipient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Sending a message to a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Forwarding a copy of a message to one or more recipients . . . . . . . . . . . . . . 53 Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Placing a call with Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 When to use Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Contents 5 CallPilot Reference Guide Chapter 8 Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Call Forwarding your calls to your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Setting up Call Forward remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Call Forward with Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Call Forward on Busy overrides CLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Chapter 9 Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Transferring calls to a CallPilot mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Transferring a mailbox owner’s call to their mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Transferring a call to Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 About Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Adding special characters to a destination number . . . . . . . . . . . . . . . . . . . . . . . 66 Setting up Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Turning Outbound Transfer on or off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Optimizing Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Programming Outbound Transfer when CallPilot is behind a PBX . . . . . . . . . . . . 70 Chapter 10 Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Setting up Off-premise Message Notification to a pager number . . . . . . . . . . . . . 78 Example of a destination pager number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Chapter 11 Recording a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 About Call Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Using Call Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Chapter 12 Broadcast and Information messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Information mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Recording an Information mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
6 Contents P0919417 02.2 Chapter 13 CallPilot tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Chapter 14 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
7 CallPilot Reference Guide Chapter 1 How to use this guide This guide gives you detailed information about using CallPilot features on CallPilot 150 and Business Communications Manager 2.5 systems. To use this guide, you must determine which phone interface you use, and follow the procedures for that interface. For information about determining which interface you use, refer to “Checking which mailbox interface you use” on page 18. Some procedures apply to both interfaces. If you are a new CallPilot user, make sure you are familiar with how to operate your display telephone. Refer to the User Card for your telephone. For more information about using CallPilot, ask your System Administrator. Conventions and symbols used in this guide The following conventions and symbols are used to describe features and how they operate. Convention Example Used for Word is in a special font (in the top line of the display)Pswd: Command line prompts on display telephones. Underlined word in capital letters (shown in the bottom line of a two-line display telephone) PLAYDisplay button option. Available on two line display telephones . Press the button directly below the option on the display to proceed. Dialpad buttons £Buttons you press on the dialpad to select a particular option.
9 CallPilot Reference Guide Chapter 2 Using 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 display phones One line display phones You can use one line display phones for most CallPilot sessions. If you use a one line display phone, the display shows the CallPilot display command line. A one line display phone does not show display button options. On one line display phones, the options are announced by voice prompts. You make selections using the dialpad. You do not need to wait for the voice prompt to end before you can select an option. You can interrupt the voice prompt and make your selection immediately. Two line display phones Two line display phones show CallPilot commands and options. A two line display can show up to three display button options at once. In cases where there are more options, wait for the voice prompt to state the other available options. If you know the corresponding dialpad number for the option you want, you can press it any time during the voice prompt. An example of a two line display Pswd: OTHR RETRY OK Display command line Display button options Display buttons
10 Chapter 2 Using CallPilot P0919417 02.2 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 mailbox. The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press ≥ on the T7100 terminal. On T7100 terminals, you can answer a second call by pressing ≤. Your active call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time. The T7100 terminal does not have a © button. Alternate extensions You can have up to two Alternate extensions for your mailbox. If a caller dials the main extension (an extension that has Alternate extensions assigned), the call rings only at the main extension. If the call is not answered and the caller leaves a message, a message indicator appears at the main extension and any Alternate extensions. You can access the message from Alternate extensions with the Open Mailbox feature ( ≤·°⁄), the same way that you access messages from your main extension phone. Only an extension without a mailbox assigned to it can be used as an Alternate extension. If an Alternate extension is assigned to a phone with Caller ID (CLID) and Call Display is enabled, CLID information appears on the display. If the call is not answered, the call goes to CallPilot and an audible tone occurs at all phones. For information on enabling Call Display refer to “Call Forward with Caller ID” on page 61. You can intercept the caller by using the Interrupt feature, ≤·°‡, from any phone as long as the caller is still leaving a message. For more information on Interrupt refer to “Interrupting a caller” on page 42. Button name T7100, T7208, T7316M7100, M7208, M7310, M7324M7100N, M7208N, M7310N, M7324N Feature ≤ƒƒ Handsfree Bottom right-hand button©© Hold≥˙˙ Volume Control√√√ Release®®®