Nortel Call Pilot 150 Telephone Admin Instructions Manual
Have a look at the manual Nortel Call Pilot 150 Telephone Admin Instructions Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 211 Nortel manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
121 CallPilot 150 Telephone Administration Guide Chapter 12 CallPilot configuration tips This chapter describes system configuration enhancements that maximize the efficiency of CallPilot. Delayed answering by the Automated Attendant The Automated Attendant can answer any call on specified Central Office (CO) telephone lines after a specified number of rings. CallPilot answers incoming calls if the Installer programs CallPilot to be the prime telephone for one or more designated CO lines. The Delay Ring Transfer (DRT) feature transfers unanswered calls on these lines to the Automated Attendant after the specified number of rings. Ringing lines and answer buttons If two or more telephones have a ringing line appearance of the same incoming telephone line, and one of these telephones is programmed with the Call Forward All Calls (CFAC) or Call Forward No Answer (CFNA) forwarded to CallPilot features, incoming calls on the incoming telephone line are directed to the mailbox of the programmed telephone. For example, if a marketing receptionist’s telephone has a ringing line appearance of the marketing director’s telephone, and the receptionist’s telephone is call forwarded to CallPilot, incoming calls transfer to the receptionist’s mailbox. This is also true if the receptionist’s telephone is CFNA to CallPilot and the number of specified rings on the receptionist’s telephone is fewer than the specified rings on the marketing director’s telephone. Ringing Answer button If one or more telephones have a Ringing Answer Button for another telephone, and one of these is CFAC or CFNA to CallPilot, all incoming calls go to the mailbox of the call forwarded telephone. If two or more of these telephones are CFAC to CallPilot, all calls go to the mailbox of the telephone that is connected to the lowest numbered station port on the system. Note: DRT applies only to incoming calls on the assigned line. It does not affect extension calls between telephones. Note: CFAC and CFNA do not affect calls on a telephone’s non-ringing lines. For example, if a receptionist’s telephone has a non-ringing appearance of another telephone’s CO line, and the receptionist’s telephone is CFAC or CFNA to CallPilot, incoming calls on this line are not affected.
122 Chapter 12 CallPilot configuration tips P0919416 03 Using Call Forward All Calls (CFAC) and Call Forward No Answer (CFNA) If a subscriber does not want to take any calls for a period of time, they can forward their telephone to their mailbox using CFAC. When forwarded, all calls to the mailbox owner’s extension transfer to their mailbox. To call forward to a mailbox, press ≤·°›. To cancel call forward: Press ≤£› or press CANCEL or press ∞ Note: If you use CFAC you cannot have any lines or answer DNs programmed to ring at your set because these calls will go to your mailbox.
Chapter 12 CallPilot configuration tips 123 CallPilot 150 Telephone Administration Guide How to set up CallPilot for different businesses There are several ways to set up CallPilot in your company. How you set up CallPilot depends on what telephone system, and how many CO lines you use. Here are examples of CallPilot configurations for a small and a medium company, and some useful application tips. CallPilot for a small business On Your Toes Dance Studio CallPilot is the Call Forward No Answer (CFNA) extension for all the telephones in the office. This means that any call that is not answered by a mailbox owner transfers to their mailbox. Each mailbox owner has buttons programmed on their display telephone for the CallPilot Leave Message feature (≤·°‚) and the Open Mailbox feature (≤·°⁄). This gives easy access to these frequently used features. Employees have a mailbox number that is the same as their telephone extension. All mailbox owners have initialized their mailbox and recorded a Personal Mailbox Greeting. The central receptionist The On Your Toes Dance Studio’s receptionist handles all calls from the studio’s published telephone number. If the receptionist does not answer the telephone within four rings, the Automated Attendant answers the call. The receptionist is also the designated Operator. Whenever a caller presses ‚ to speak with the operator, the call transfers back to the receptionist. Here is how On Your Toes Dance Studio’s communication system works. The On Your Toes Dance Studio’s public telephone number is 555-2468. The studio subscribes to custom calling services from the telephone company. This number forwards to any available (non-busy) line in a group of six lines. All six lines appear on the receptionist telephone. CallPilot is the Prime Set for each of the six lines. The Delayed Ring Transfer feature (DRT) to Prime is set to Yes, and the DRT Delay is set to four. DRT forwards unanswered lines to the Automated Attendant. Note: Delayed Ring Transfer is a telephone system-wide call handling feature. All lines programmed as DRT to Prime are forwarded after four rings. This is done by setting the Prime Set of the line to the CallPilot extension.
124 Chapter 12 CallPilot configuration tips P0919416 03 Greeting Table 1 for On Your Toes CallPilot uses Greeting Table 1 to answer calls after four rings. Depending on the time of day, different recorded greetings play for Morning, Afternoon, and Evening. When the Business Status is No, the Non-business Hours Greeting plays. The Costume Room The Costume Room has one telephone with a CallPilot mailbox. Calls are directed to the Costume Room Attendant by the receptionist or the Automated Attendant. When the Attendant is not available, the caller is forwarded to the Costume Room mailbox. The mailbox primary message says: “You have reached the Costume Room. No one is available to take your call. Please leave your name and number and a brief message after the tone and we will return your call as soon as possible.” Greeting 1“Good morning. You have reached On Your Toes Dance Studio. The studio is closed at this time. Stay on the line to leave a message.” The CallPilot voice prompts play after the greeting. You can make Company Greetings up to five minutes long. Greeting 2“Good afternoon. You have reached On Your Toes Dance Studio.” Greeting 3“Good evening. You have reached On Your Toes Dance Studio.” Greeting 4“You have reached On Your Toes Dance Studio. The studio is closed at this time. Stay on the line to leave a message.” Note: Lines must be assigned to a Greeting Table before the Greeting Table greetings are used.
Chapter 12 CallPilot configuration tips 125 CallPilot 150 Telephone Administration Guide CallPilot for a medium business Bridge Stone Engineering CallPilot is assigned as the Call Forward No Answer (CFNA) extension for all telephones in the office. This means that any call that is not answered by a mailbox owner transfers to their mailbox. Subscribers have buttons programmed on their display telephone for the CallPilot Leave Message (≤·°‚) and Open Mailbox (≤·°⁄). This gives easy access to these frequently used features. Employees have a mailbox number that is the same as their telephone extension. Subscribers have initialized their mailbox and recorded a Personal Mailbox Greeting. When the receptionist is not available, Custom Call Routing routes callers along a call path. The central receptionist Bridge Stone’s receptionist handles all calls from the published telephone number. When the receptionist is unable to answer the telephone within four rings, the Automated Attendant answers the call. The receptionist is also the designated Operator. When a caller presses ‚ to speak with the operator, the caller transfers to the receptionist. Here is how Bridge Stone’s communication system works. Bridge Stone’s public telephone number is 555-1234. All lines appear on the receptionist’s telephone. CallPilot is the Prime Set for each of the six lines. The Delayed Ring Transfer (DRT) feature forwards unanswered lines to the Automated Attendant. Note: Delayed Ring Transfer is a telephone system-wide call handling feature. All lines programmed as DRT to Prime are forwarded after four rings. This is done by setting the Prime Set of the line to the CallPilot extension.
126 Chapter 12 CallPilot configuration tips P0919416 03 Greeting Table 1 for Bridge Stone Engineering CallPilot uses Greeting Table 1 to answer calls after four rings. Depending on the time of day, different recorded greetings play for the Morning, Afternoon, and Evening. When the Business Status is No, the Non-business Hours Greeting plays. Greeting Table 1 answers calls using greetings 1 through 4. Greetings 1 through 4 play unless you assign different greetings. When the Greeting Table was configured, English was chosen as the Primary Language. After the Company Greeting the CCR Home Menu voice prompt plays. This menu gives callers a list of single digit options. After callers listen to the Home Menu, they select an option by pressing a number on any tone dial telephone. For example: “To speak to our customer service representative, press ⁄. To reach our sales department, press ¤. To reach our shipping and receiving department, press ‹. To speak with our receptionist, press ‚. The Customer Service and Sales department This department has two receptionists, two customer service representatives, two sales agents, a sales manager, and a customer service manager. CallPilot is set up to answer all calls. Callers can select either customer service or sales from the CCR Home Menu voice prompt. Incoming calls for customer service transfer directly to the customer service receptionist. Incoming calls for sales transfer directly to the sales receptionist. Greeting 1“Good morning. You have reached Bridge Stone Engineering.” The CCR Home Menu plays after the greeting. You can make Company Greetings up to five minutes long. Greeting 2“Good afternoon. You have reached Bridge Stone Engineering.” Greeting 3“Good evening. You have reached Bridge Stone Engineering.” Greeting 4“You have reached Bridge Stone Engineering. The office is closed at this time. Stay on the line to leave a message.” Note: Lines used must be assigned to the Greeting Table before the Greeting Table greetings are used.
Chapter 12 CallPilot configuration tips 127 CallPilot 150 Telephone Administration Guide The managers Bridge Stone managers have a personal CO line that appears on their private telephone and their receptionist’s telephone. The receptionists answer the managers’ calls, and then transfer the calls to the manager’s telephone. The receptionist’s phone is CFNA to CallPilot. If a manager is unavailable to take a call, the call rings back at the receptionist’s set. The receptionist handles the call by asking the caller to leave a voice message in the manager’s mailbox. If the caller wants to leave a message, the receptionist transfers the caller using the CallPilot Transfer feature ≤·°fl. When CallPilot is set up this way, CFNA for the manager’s set is not used. The receptionist answers the manager’s calls and uses CallPilot’s Transfer feature to transfer the caller to the manager’s telephone. The CallPilot Transfer Callback Feature returns the call to the receptionist’s telephone if a manager is not available to take a call. Shipping and Receiving The employees in this department share the same telephone. This department uses one telephone line that is assigned to the loading dock. This extension is assigned to Path 3 of the CCR Home Menu. The shipping and receiving department mailbox greeting informs callers they can leave a message or press ‚ to speak with the receptionist. The receptionist’s phone is CFNA to CallPilot. Note: The receptionist’s telephone has a ringing line appearance. This telephone cannot be forwarded to another telephone.
128 Chapter 12 CallPilot configuration tips P0919416 03 Feature Compatibility This section describes how system features interact with CallPilot. ATA 2 and ASM One or more analog single-line sets can be connected to telephone system using an Analog Terminal Adapter or an Analog Station Module. This type of set works with DTMF tones to allow access to CallPilot options through the dialpad only. Rotary dials cannot be used internally with CallPilot. Answer buttons For information about Answer Buttons, refer to “Ringing Answer button” on page 121. Autodial (internal) All subscribers on the CallPilot system can program the CallPilot extension. Press ≤·°fito view the CallPilot extension. You can use autodial for Busy Lamp Field (BLF) indication for all voice channels. This allows CallPilot channels to be monitored during busy periods. Automatic Set Relocation Must be set to No when changing the CallPilot extension and connections between the telephone system. Call Forward All Calls (CFAC) Any ringing line or answer button appearance on a set forwards to the extension specified by the call forwarded set. If CFAC is used a caller immediately transfers to the mailbox of the CFAC extension. Call Forward No Answer (CFNA) Any ringing line appearance on a set can be CFNA to the extension specified after the programmed number of rings. CFNA is not applicable in an Automated Attendant application. If Delayed Ring Transfer (DRT) is being used for CallPilot answering, ensure that the number of rings for CFNA on any of the sets with ringing appearances of lines to be answered by the Automated Attendant is equal to or higher than the number of rings for DRT. CFNA takes precedence over DRT and Transfer Callback if it has a lower number of rings. Camp On The Camp On Feature cannot be used to access CallPilot. If a caller calls the extension and there is no answer, the caller cannot use the Camp On Feature. Ask the caller to wait a few moments and try the CallPilot extension again.
Chapter 12 CallPilot configuration tips 129 CallPilot 150 Telephone Administration Guide Delayed Ring Transfer (DRT) To use CallPilot as a secondary line answering position, set DRT: 1Assign the CallPilot extension as the prime extension for the specified lines that are to be DRT to CallPilot. 2Set DRT to Yes. 3Set DRT Delay from one to ten rings. 4Assign a Greeting Table to each line that is to be DRT to CallPilot. 5Set the CallPilot Answer option to No for the lines that are DRT to CallPilot. Disconnect Supervision With Line Disconnect Supervision, if a caller hangs up after reaching the Automated Attendant, CallPilot immediately breaks the connection. Disconnect Supervision results in fewer blank messages in the General Delivery Mailbox and prevents CallPilot ports from being occupied. You must use Disconnect Supervision if you use Outbound Transfers. Do Not Disturb (DND) Stops all tones and ringing to a set. When a call transfers to a set with DND activated, the call appears as a flashing indicator on an available line. The Automated Attendant transfers the caller to the mailbox associated with the telephone. Feature timeout CallPilot has a timeout of up to two minutes. This feature is independent of the CallPilot 150 system timeout. Hold You cannot put a session on hold. If the hold button is pressed during a CallPilot programming session, CallPilot disconnects, except if Automatic Hold is used to transfer a caller to a mailbox or an extension. CallPilot ignores Held Line Reminder tones. Intercom Numbers Inside callers can access CallPilot by pressing an intercom button and entering the extension. Access to the CallPilot feature codes and “Message for you” indication requires an intercom button on the set. An intercom button is required to notify an extension of an incoming transfer. Note: If DRT is used for CallPilot Answering, and telephones with a ringing line appearance forward to CallPilot, a caller immediately transfers to the mailbox of the CFAC set.
130 Chapter 12 CallPilot configuration tips P0919416 03Language choice The CallPilot language capability is independent of the telephone system’s language selection for a set. CallPilot language availability is determined by the Class of Service assigned to a mailbox. Lines If a line programmed to be answered by the Automated Attendant appears on a set, it rings when CallPilot transfers the call. If a line programmed to be answered by the Automated Attendant does not appear on a set, a call is transferred to an intercom line appearing on the intercom button. Message Send/Reply/Waiting Any message notification left by an internal caller can be replied to using the CallPilot message reply options. After listening to a message, a subscriber can forward a copy of the message to another mailbox or call the message sender. Night Service When Night Service is activated and the CallPilot prime extension is specified as the Night Ring extension for an incoming line, a caller immediately hears the CallPilot Automated Attendant. Prime Set When you configure lines on your system, you can designate CallPilot as the prime extension. CallPilot answers with the Automated Attendant. Private line When private lines are assigned to a set programmed to ring, CFNA to CallPilot is answered by the set’s mailbox. If a private line is the only appearance on that set, CallPilot transfers calls through the intercom button. Ringing line preference Lines programmed as “Ring only” to telephone extensions are recognized by CallPilot. Features such as CFNA and CFAC to CallPilot are not recognized by non-ringing lines programmed to a telephone extension. Refer to “Call Forward No Answer (CFNA)” on page 128, “Call Forward All Calls (CFAC)” on page 128 and “Answer buttons” on page 128. Note: The CallPilot language option is enabled after a subscriber starts a session. Note: If a subscriber replies to a message from a one line display phone, they must press · after listening to the message. Note: If the private line is not programmed to appear but not to ring, CFNA is not activated.