Nortel Call Pilot 150 Telephone Admin Instructions Manual

							41
CallPilot 150 Telephone Administration Guide
Chapter 5
Setting up the Automated Attendant
About the Automated Attendant
The Automated Attendant answers your company’s incoming phone lines with a prerecorded 
greeting selected from the Greeting Table, according to the time of day.
You can record and assign different greetings to the Greeting Table. You can specify which 
greetings play for particular lines. For example, you can program the system so that callers hear 
one greeting when they call the sales line, and a different greeting when they call the customer 
support line.
After the greeting, the Automated Attendant Menu offers a range of options that callers can select 
using the dialpad of their phone. If you want to offer a greater range of options and services for 
incoming calls, you can assign a Custom Call Routing (CCR) menu to play instead of the 
Automated Attendant Menu. See “Planning and designing a CCR Tree” on page 58 for 
information on creating a CCR menu.
Automated Attendant answering overview
Automated Attendant
answers
answers Receptionist
Company Greeting
plays
Custom Call Routing
    Home Menu plays 
Automated Attendant
 
Menu plays
          Incoming call 
						

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Greeting Tables
Greeting Tables store the recordings played by the Automated Attendant to incoming callers. 
CallPilot has four Greeting Tables.
You can record a total of 40 Company Greetings, but only four greetings can be assigned to a 
Greeting Table at any one time. You can assign the same four greetings to each table, or you can 
assign unique greetings for each table.
This table shows an example of how you can assign Greetings.
We recommend using greetings 1 through 16 as your daily business greetings, and greetings 17 
through 40 as special greetings.
Each Greeting Table is divided into four times of day.
This table shows the default times of day.
Greeting Tables using the alternate language
If you use primary and alternate languages, we recommend that you assign one Greeting Table to 
the alternate language. For example, if your company has two incoming lines and you want to have 
one line assigned to the alternate language, assign the line to the Greeting Table that has greetings 
recorded in the alternate language. You can record greetings 5, 6, 7 and 8 in the alternate language 
and assign the greetings to Greeting Table 2 for line 2.
Greeting Type Table 1 Table 2 Table 3 Table 4
Morning Greeting 1 Greeting 5 Greeting 9 Greeting 13
Afternoon Greeting 2 Greeting 6 Greeting 10 Greeting 14
Evening Greeting 3 Greeting 7 Greeting 11 Greeting 15
Non-business Greeting 4 Greeting 8 Greeting 12 Greeting 16
Morning Greeting 17 Greeting 21 Greeting 25 Greeting 29
Afternoon Greeting 18 Greeting 22 Greeting 26 Greeting 30
Evening Greeting 19 Greeting 23 Greeting 27 Greeting 31
Non-business Greeting 20 Greeting 24 Greeting 28 Greeting 32
Greeting Type Default start times
Morning 12:00 am
Afternoon 12:00 pm
Evening 6:00 pm
Non-business 6:00 pm
If default hours are used, the Evening Greeting is not played.
The Non-business Greeting can be turned on and off using the Business Status 
feature. 
						

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CallPilot 150 Telephone Administration Guide
About Company Greetings
Before you record your Company Greetings, decide what type of greetings you want to use for the 
incoming phone lines, and what you want the greetings to say. There are four greeting times that 
reflect the Morning, Afternoon, Evening and Non-business hours. You can prepare four greetings, 
or you can use the same greeting for each time of day. As you record the greetings, number them 
from 1 to 4. An example greetings for each time of day:
1Morning Greeting: “Good morning. You have reached Touchstone Marketing.”
2Afternoon Greeting: “Good afternoon. You have reached Touchstone Marketing.”
3Evening Greeting: “Good evening. You have reached Touchstone Marketing.”
4Non-business Greeting: “You have reached Touchstone Marketing. Our business hours are 
Monday to Friday from 8:00 a.m. to 5:00 p.m. Please stay on the line and leave a message. 
Thank you for calling.”
Greetings 1 through 4 are assigned by default to all Greeting Tables. This means that Greeting 1 
plays as the Morning Greeting for Greeting Table 1, 2, 3 and 4.
If you use only one Greeting Table, the numbered greetings you record from 1 to 4 play 
automatically. You do not have to assign Greetings 1 to 4 to the table, but you must select the 
language preference.
If you use a Primary and Alternate Language, record the option · instruction in both languages. 
For example, if you use English as your Primary Language and French as your Alternate 
Language, your main greeting can be in English and the option · instruction can be in French. 
For example:
“Good morning. This is Touchstone Marketing. To use our voice messaging service in French, 
please press ·
.”
Since the default Automated Attendant Menu prompt does not announce an Alternate Language 
option, in your greeting you must tell callers to press · to use the Alternate Language.
Company Greetings can be 0 to 10 minutes in duration. If you need to change the greeting 
duration, you must change the Class of Service assigned to the System Administrator Mailbox. For 
information on how to change the setting, refer to “Changing a mailbox” on page 32.
After you decide what you want your greetings to say, practice recording them. Remember to speak 
slowly and clearly at a pace that is easy to understand. 
						

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Recording a Greeting
Do not use Handsfree to record your company Greetings.
Speak directly into the phone handset.
To record a company Greeting
1Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK
.
2Press AA
.
3Press GRTG
.
4Press GRTG
.
5Enter the number of the Greeting you want to record (from 1 to 40) 
and press OK
.
6Press REC
. At the tone, record your greeting.
Do not hang up the handset when you are finished recording.
7Press OK
 to end your recording.
8To listen to the greeting, press PLAY
or
to accept the recording, press OK
or
to re-record the greeting, press RETRY
.
Repeat steps 5 through 9 if you want to record another greeting.
9Press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA        OTHR
Auto Atdt Admin
GRTG    TABLE     LINES
Greeting admin
GRTG                         AA
Greeting:
RETRY                       OK
Greeting 
RETRY     PLAY        REC
Record greeting:
RETRY                       OK
Accept greeting?
RETRY       PLAY        OK 
						

							Chapter 5  Setting up the Automated Attendant    45
CallPilot 150 Telephone Administration Guide
Setting up a Greeting Table
To set up a Greeting Table you:
 can record a Custom prompt if you want to replace the Automated Attendant Menu
 assign Greetings for each time of day to the Greeting Tables
 assign a language preference if you use bilingual operation
 assign a Greeting Table Attendant
 assign a CCR Tree
 set your company’s Business Hours
Note: You must build a CCR Tree before you can assign it to a Greeting Table. For 
information on building a CCR Tree, refer to “Building a CCR Tree” on page 63.
Custom promptsYou can record a Custom prompt to replace the Automated Attendant 
Menu prompt. We recommend that you record prompts that are at least 
eight seconds long.
In the Custom prompt you can provide the caller with a list of options such 
as choosing the alternate language, accessing the Company Directory and 
reaching an operator. You can record a Primary and an Alternate Custom 
prompt for each Greeting Table.
GreetingFor each Greeting Table you can assign what Greeting plays for each time 
of day.
Language preferenceYou can set the language preference for each Greeting Table. This setting 
determines which language the Automated Attendant uses when 
answering incoming calls. If the CallPilot bilingual option is not enabled, 
you cannot set up a language preference.
Greeting table attendantA Greeting Table Attendant overrides the designated Operator. If the 
Attendant does not answer, the call goes to the destination mailbox, or the 
General Delivery Mailbox if not destination mailbox is assigned.
CCR TreeFor each Greeting Table you can assign a CCR Tree for each time of day. 
Assigning a CCR Tree to a Greeting Table is optional. You must build a 
CCR Tree before you can assign it to a Greeting Table.
If you do not assign a CCR Tree to a Greeting Table the caller hears the 
greeting you assign and then hears the Auto Attendant menu.
If you assign a CCR Tree to a Greeting Table the caller hears the greeting 
you assign and then hears the CCR Tree menu.
Business hoursSetting the Business Hours determines when each greeting is played for 
each Greeting Table. Business Hours are divided into Morning, Afternoon, 
Evening, and Non-business categories for each of the seven days of the 
week for each Greeting Table.
To set up the days when your business is not open, set all the start times to 
12:00 a.m. This ensures that the Non-business greeting plays throughout 
the day.
The Non-business greeting can also be turned on and off using the 
Business Status feature. When the Business Status is set to Off, the 
Non-business greeting continues to play until you set the Business Status 
to On. 
						

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To set up a Greeting Table
1Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK
.
2Press AA
.
3Press TABLE
.
4Enter a Greeting Table number from 1 to 4 and press OK
.
5Press CHNG
.
6Press REC
.
At the tone, record your primary Custom prompt. Speak slowly and 
clearly, at a pace that is easy to understand.
7Press OK
.
8To accept the recording, press OK
or
to re-record the prompt press, RETRY
.
9Press OK
.
10Press CHNG
 to assign a new greeting number to this Greeting Table
or
press NEXT
 to go to step 13, the afternoon greeting.
11Enter a greeting number from 1 to 40 and press OK
.
12Press NEXT
.
13To continue assigning the Afternoon, Evening and Non-business 
Greetings to the Greeting Table, repeat steps 10 through 12
or
if you are finished assigning Greetings, press NEXT
 until you see the 
display in step 14 that you can assign a language preference from.
If you do not have the bilingual option enabled, the steps for setting 
a language preference are not available and you go to step 16.
14If you want to change the language preference for the Greeting 
Table, press CHNG
or
if you do not want to change the language preference press NEXT
.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA        OTHR
Auto Atdt Admin
GRTG    TABLE
     LINES
Grtg table:
RETRY                       OK
AA menu prompt: Y
CHNG                         OK
Prompt: pri
PLAY        REC
        QUIT
Record prompt:
RETRY                        OK
Accept prompt?
RETRY        PLAY       OK
AA menu prompt:N
CHNG        REC           OK
Morning:1
CHNG        PLAY     NEXT
Greeting:
RETRY                       OK
Morning:
CHNG       PLAY      NEXT
Afternoon:2
CHNG   PLAY       NEXT
Evening:3
CHNG   PLAY       NEXT
Non-business:4
CHNG   PLAY       NEXT
Lang pref: pri
CHNG                  NEXT 
						

							Chapter 5  Setting up the Automated Attendant    47
CallPilot 150 Telephone Administration Guide
15 Press NEXT.
16Press CHNG
.
17Enter the extension of the Greeting Table Attendant.
18Press NEXT
.
To return the Greeting Table Attendant back to 
none after an 
extension has been entered, you must press CHNG
 and then £.
19Press NEXT
.
You must build a CCR Tree before you can assign it to a Greeting 
Table. For more information, refer to “Building a CCR Tree” on 
page 63.
20Press NEXT
.
21Press NEXT
.
22Press NEXT
.
23Press CHNG
or
press DAY
 to change the display to the morning of the next day.
24Enter the Monday Morning start time and
press AM
 or PM.
This is a four-digit field. Any single-digit hour must be preceded by 
a zero.
25Press NEXT
.
26Press CHNG
.
27Enter the Monday Afternoon start time and
press AM
 or PM.
28Press NEXT
.
29 Press CHNG
.
30Enter the Monday Evening start time and
press AM
 or PM.
31Press NEXT
.
Lang pref: alt
CHNG                  NEXT
Atdt: (none)
CHNG                      NEXT
Ext:
RETRY                    QUIT
Atdt: 
CHNG                     NEXT
Morn CCR tree:NO
CHNG                      NEXT
Aftn CCR tree:NO
CHNG                      NEXT
Eve CCR tree:NO
CHNG                      NEXT
NBus CCR tree:NO
CHNG                      NEXT
Mo morn:12:00 am
CHNG      DAY        NEXT
Enter hhmm:
RETRY       AM             PM
Mo morn:am
CHNG       DAY       NEXT
Mo aftn: 12:00 pm
CHNG       DAY       NEXT
Enter hhmm:
RETRY        AM            PM
Mon aft: 12:01 pm
CHNG        DAY       NEXT
Mo eve:pm
CHNG
       DAY        NEXT
Enter hhmm:
RETRY        AM            PM
Mo eve: pm
CHNG        DAY       NEXT 
						

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32Press CHNG.
33Enter the Non-business start time and press AM
 or PM.
34Press DAY
.
35Repeat steps 23 through 34 for each day of the week.
36Press • to return to the 
Auto Atdt Admin display and continue 
setting up Greeting Tables
or
press ® to end the session.
Mo nonb:  pm
CHNG        DAY       NEXT
Enter hhmm:
RETRY        AM            PM
Mo nonb:   pm
CHNG        DAY
       NEXT
Tu morn:
						

							Chapter 5  Setting up the Automated Attendant    49
CallPilot 150 Telephone Administration Guide
Configuring line answering
CallPilot can answer all of your incoming lines, or just the lines you specify. Before CallPilot can 
answer an incoming line, you must assign the line and set the Answer status to Yes. Each line you 
add is answered by Greeting Table 1, unless you specify another table.
To configure how a line is answered
1Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK
.
2Press AA
.
3Press LINES
.
4Enter the number of the line you want to configure and press OK
.
5Press CHNG
 to toggle the Answer status from N to AA.
6Press TABLE
.
7Press CHNG
.
8Enter a Greeting Table number from 1 to 4 and press OK
.
9If you want to continue adding lines, press NEXT
 and repeat steps 5 
to 9
or
press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX         AA
        OTHR
Auto Atdt Admin
GRTG    TABLE     LINES
Line number:
RETRY                       OK
Line:1      Ans:N
CHNG
     TABLE      NEXT
Line:1      Ans:AA
CHNG     TABLE
      NEXT
Line:1    Table:1
CHNG
     RINGS      NEXT
Grtg table:
RETRY                       OK
Line:1    Table:1
CHNG     RINGS      NEXT 
						

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Changing line configuration
You can view or change the answer status of any line that is added to CallPilot.
To change or view how a line is answered
1Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK
.
2Press AA
.
3Press LINES
.
4Enter the line number and press OK
.
5Use the NEXT
 and CHNG buttons to view the assigned lines or change 
the answer status.
You can press • to return to step 4 and select a line number 
without having to go through the entire list.
6When you are finished viewing and changing lines
press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA
        OTHR
Auto Atdt Admin
GRTG    TABLE     LINES
Line number:
RETRY                      OK
Line:1     Ans: N
CHNG      TABLE     NEXT