Nortel Call Pilot 150 Telephone Admin Instructions Manual

							Part No. P0919416 03
CallPilot 150
Telephone Administration 
Guide 
						

							2
P0919416 03
CallPilot 150 Telephone 
Administration Guide
Copyright © 2002 Nortel Networks
All rights reserved. 2002.
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.
All other trademarks and registered trademarks are the property of their respective owners. 
						

							Contents    3
CallPilot 150 Telephone Administration Guide
Contents
Chapter 1
Getting started with CallPilot  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
About CallPilot  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
CallPilot features  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Voicemail  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Automated Attendant   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Custom Call Routing (CCR)   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
CallPilot options  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Message Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Call Center   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Chapter 2
Using CallPilot  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Who can use CallPilot  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
System timeout   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Using CallPilot with a two line display telephone  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Using the dialpad  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Symbols and conventions used in this guide  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
About telephone buttons   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Chapter 3
CallPilot mailboxes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About installing mailboxes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
System Administrator Mailbox  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Subscriber mailboxes   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Guest mailboxes   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Information mailboxes   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Mailbox Class of Service  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Class of Service values  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Mailbox proper ties  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Restricting outdialing  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Initializing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 
						

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Chapter 4
Working with mailboxes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Adding a Subscriber mailbox  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Adding a Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Adding an Information mailbox   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Adding many mailboxes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
About mailbox passwords   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing a mailbox  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Deleting a mailbox  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
About Group Lists   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
About Sending Group List messages  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
About Group List Numbers  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Adding a Group List  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Changing a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Deleting a Group List  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Chapter 5
Setting up the Automated Attendant  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
About the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Greeting Tables  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
About Company Greetings   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Recording a Greeting   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Setting up a Greeting Table  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Configuring line answering   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Changing line configuration  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
To change or view how a line is answered   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Assigning the number of rings before CallPilot answers  . . . . . . . . . . . . . . . . . . . . . . . 51
Setting up Touchtone Gate   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
About the CLID Routing Table  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Chapter 6
Custom Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
About Custom Call Routing  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Planning and designing a CCR Tree  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Components of a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
The Home node   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Information Messages  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Sub-menus   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Mailbox nodes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Transfer nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Destination types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Paths  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
An example of a CCR Tree   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 
						

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CallPilot 150 Telephone Administration Guide
Chapter 7
Working with CCR Trees  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Building a CCR Tree   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Creating a Home node   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Adding nodes to the Home node  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Adding a Menu node  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Adding an Information node   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Adding a Mailbox node   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Adding a Transfer node   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
About transfers to external numbers  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Adding special characters to an external transfer number . . . . . . . . . . . . . . . . . . . . . . 75
Assigning a CCR Tree to a Greeting Table   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Testing a CCR Tree  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Disabling a CCR Tree   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Deleting a CCR Tree   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Changing a CCR Tree message   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Changing a Mailbox node   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Changing a destination type   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Changing a Transfer node  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Deleting a Path   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Chapter 8
Broadcast and Information messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
About Broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Information mailbox messages   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
About recording an Information mailbox message   . . . . . . . . . . . . . . . . . . . . . . . . 87
Recording an Information mailbox message  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Chapter 9
CallPilot operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
About resetting CallPilot   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Initializing CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Resetting the System Administrator password   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Operator settings  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Setting the Operator status  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Changing the Operator password  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Resetting the Operator password  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Changing the Operator default extension  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Setting the Business Status   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Changing greetings or the Business Status from a remote telephone   . . . . . . . . . 95
Setting up line answering   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Setting the Automated Attendant status   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 
						

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CallPilot default system options  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Language availability  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Group List leading digit   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Voicemail  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Company Directory  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Outdialing   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
General Delivery Mailbox   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Enabling a software authorization code  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
External Mailbox Initialization   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Chapter 10
Dialing Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
About Dialing Translation  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
How the Dialing Translation Table works  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Examples of Dialing Translation Tables  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Setting Dialing Translation proper ties   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Building a Dialing Translation Table  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Reviewing entries in the Dialing Translation Table  . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Changing a Dialing Translation Table entry  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Deleting a Dialing Translation Table entry  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Chapter 11
Troubleshooting CallPilot  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
CallPilot error messages  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Chapter 12
CallPilot configuration tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Delayed answering by the Automated Attendant  . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Ringing lines and answer buttons   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Ringing Answer button   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Using Call Forward All Calls (CFAC) and Call Forward No Answer (CFNA)   . . . . . . . 122
How to set up CallPilot for different businesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
CallPilot for a small business   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
CallPilot for a medium business   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Feature Compatibility  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Chapter 13
Default configuration values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Glossary  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Index  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 
						

							7
CallPilot 150 Telephone Administration Guide
Chapter 1
Getting started with CallPilot
About CallPilot
CallPilot is a versatile business communications tool that you can use to:
• answer incoming calls
 offer callers a selection of options to route their calls or access information
 provide advanced voicemail, Automated Attendant and call handling capabilities
This guide leads a System Administrator through setting up and operating CallPilot on a CallPilot 
150 system. You can program CallPilot using any two-line display telephone on your Norstar 
system. You can also use the web-based CallPilot Manager to set up and operate CallPilot.
CallPilot features
CallPilot includes:
Vo i c e m a i l
Records messages and stores them in a mailbox for easy retrieval. Business telephones on your 
system can have their own mailbox and greeting. Information can be distributed quickly to 
departments and workgroups.
Automated Attendant
Answers your business calls promptly, 24 hours a day, with a Company Greeting. Callers can 
direct their own calls by using the Company Directory.
Custom Call Routing (CCR)
Enhances the Automated Attendant menu with customized menus and information messages. With 
CCR you can determine the menu options and record the voice prompts that guide callers along 
call paths. 
						

							8    Chapter 1  Getting started with CallPilot
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CallPilot options
CallPilot has two options to enhance your office communications. You need a software 
authorization code to enable a CallPilot option. Contact your vendor if you want to trial or 
purchase a software authorization code.
CallPilot options are:
Message Networking
Message Networking links the CallPilot system with other voicemail systems and allows the 
exchange of voice messages between users at different sites. CallPilot supports Digital networking 
and Audio Messaging Interchange Specification (AMIS) networking. For information about 
Message Networking refer to the CallPilot Message Networking Set Up and Operation Guide.
Call Center
CallPilot is an application that handles incoming calls as efficiently and economically as possible. 
Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the 
needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or 
the information entered by the caller. Callers can be given high or low priorities. Callers can 
overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and 
hear announcements or informative messages. For information about Call Center refer to the 
Nortel Networks Call Center Set Up and Operation Guide.
For CallPilot 150, you have the option of choosing either CallPilot or Call Center as your primary 
application.
Desktop Messaging
With Desktop Messaging subscribers can access their CallPilot mailbox from their personal 
computer. Subscribers can manage all of their voice messages from one graphical interface. 
						

							Chapter 1  Getting started with CallPilot    9
CallPilot 150 Telephone Administration Guide
How to get help
USA and Canada
Authorized Distributors - ITAS Technical Support
Telephone:
1-800-4NORTEL (1-800-466-7835)
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
If you do not yet have a PIN Code, or for general questions and first line support, you can enter 
ERC 338#.
Website:
http://www.nortelnetworks.com/itas/
email:
[email protected]
Presales Support (CSAN)
Telephone:
1-800-4NORTEL (1-800-466-7835)
Use Express Routing Code (ERC) 1063#
EMEA (Europe, Middle East, Africa)
Technical Support - CTAS
Telephone:
00800 800 89009 or 33 4 9296 1341
Fax:
33 49296 1598
email:
[email protected]
CALA (Caribbean & Latin America)
Technical Support - CTAS
Telephone:
1-954-858-7777
email:
[email protected]
APAC (Asia Pacific)
Technical Support - CTAS
Telephone:
+61 388664627
Fax:
+61 388664644
email:
[email protected] 
						

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