Nortel Call Pilot 150 Telephone Admin Instructions Manual

							Chapter 5  Setting up the Automated Attendant    51
CallPilot 150 Telephone Administration Guide
Assigning the number of rings before CallPilot answers
You can assign the system to answer incoming calls after a specified number of rings. The number 
of rings ranges from 0 to 12. If you leave the number of rings at zero, the system answers 
immediately.
For lines equipped with Calling Line Identification (CLID), you must set the number of rings to 
two or more if you use analog lines. CLID is not provided until just prior to the second ring, so 
assigning the number of rings to 0 or 1 prevents CLID from being relayed. You do not have to set 
the number of rings to two or more for CLID if you use BRI/PRI lines. For more information about 
the type of lines you use contact your Norstar administrator.
Without CLID, personalized greetings, CLID Routing Table and other features related to CLID do 
not work.
To assign or change the number of rings
1Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK
.
2Press AA
.
3Press LINES
.
4Enter the line number and press OK
.
5Press TABLE
.
6Press RINGS
.
7Press CHNG
.
8Enter a number of rings from 0 to 12 and press OK
.
Enter 2 rings or greater if your company subscribes to Caller ID.
9You can use the NEXT
 and CHNG buttons to view the lines and change 
the number of rings.
You can press • to return to step 4 and select a line number 
without having to go through the entire list.
10Press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA        OTHR
Auto Atdt Admin
GR T G      T A BL E      L INES
Line number:
RETRY                       OK
Line:1      Ans:Y
CHNG     TABLE      NEXT
Line:1    TABLE:1
CHNG      RINGS     NEXT
Line:1    Rings:0
CHNG       ANS        NEXT
No of rings:
RETRY                        OK
Line:1    Rings:X
CHNG       ANS        NEXT 
						

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Setting up Touchtone Gate
With Touchtone Gate incoming calls can be routed more quickly.
With Touchtone Gate you can have the standard voice prompt play or you can record your own 
custom prompt. If you choose the standard prompt, the following prompt plays after your company 
greeting: “If you are calling from a tone dial telephone, please press ⁄ now. If you are a pulse 
dialing caller or if you are calling from a rotary dial phone, please hold and you will be 
transferred.”
When the tone for 1 is received, the call goes to the Automated Attendant or CCR Tree. If no tone 
is received, the call is sent back to the receptionist or designated Operator specified by the 
Greeting Table. If the attendant is not available, the call is directed to the General Delivery 
Mailbox. If the General Delivery Mailbox is not available, the call is disconnected.
The Touchtone Gate voice prompt is not presented to internal callers or callers who use Feature 
981 or Feature 986.
If you disable Touchtone Gate, re-record the Company Greeting to include “If you are calling from 
a tone dial telephone, please dial the extension number or press £ for the Company Directory. If 
not, please hold and you will be transferred to the operator.”
To set up Touchtone Gate
Note: If you want to use a custom prompt, you must record it before you enable 
Touchtone Gate. It is recommended that you use Greeting 40 as the custom Touchtone 
Gate prompt. When Touchtone Gate is enabled, Greeting 40 is the default custom 
prompt. For more information on recording Greetings, refer to “Recording a Greeting” 
on page 44.
1Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK
.
2Press AA
.
3Enter ⁄.
4Touchtone Gate is not enabled by default.
Press CHNG
 to change to enable Touchtone Gate or to choose a 
custom voice prompt.
5Press OK
 to accept the standard voice prompt
or.
press CHNG
 to choose the custom voice prompt or disable Touchtone 
Gate.
Log:
QUIT        RETRY       OK
Admin
MBOX         AA        OTHR
Auto Atdt Admin
GRTG    TABLE     LINES
TT gate:none
CHNG                         OK
TT gate:std
CHNG                         OK 
						

							Chapter 5  Setting up the Automated Attendant    53
CallPilot 150 Telephone Administration Guide
6Press NEXT to choose the custom voice prompt
or
press CHNG
 to disable Touchtone Gate.
7Press CHNG
 to change the custom voice prompt Greeting number
or
press OK to accept the custom voice prompt Greeting number and 
go to step 11.
8Enter the custom voice prompt Greeting number and press OK
.
9Press OK
 to accept the new Greeting number.
10Press ® to end the session.
TT gate:custom
CHNG                     NEXT
TT Greeting:40
CHNG                        OK
Greeting:
RETRY                       OK
TT Greeting: x
RETRY                       OK 
						

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About the CLID Routing Table
Set up a CLID Table to control how calls are routed based on the Caller Identification of callers. To 
use a CLID Table, your incoming lines must be equipped with Caller Identification service.
If an incoming call has a CLID value that matches one of the entries in the CLID Table, the call is 
directed according to the CLID Routing Table rather than the Greeting Table. After the call is 
directed, the call disconnects or returns to the routing according to the Auto Attendant status. For 
more information on the Auto Attendant status refer to “Setting the Automated Attendant status” 
on page 96.
You can set up the CLID Routing Table to direct frequent callers to a specific extension or 
mailbox, CCR Tree or Greeting Table.
A CLID Routing Table can have a maximum of 100 entries. Entries correspond to a unique phone 
number or a range of numbers. For example, if you enter 4165960196, the system routes an 
incoming call from this number to a specific destination. However, if you make 416 a table entry, 
all incoming calls with this prefix are routed to a specific destination.
Entries in the CLID Routing Table are sorted in numerical order, from the longest number to the 
shortest. An incoming call is routed by the longest CLID entry that matches the calling number. 
For example:
For the CLID Routing Table to work, your company must:
 subscribe to CLID services from your local telephone company
 have the appropriate hardware for your systems (a CI Trunk cartridge for example)
To set up a CLID Routing Table you:
 enter a phone number
 assign a destination. A destination can be a Greeting Table, mailbox, extension, CCR Tree or a 
node on a Tree
Destination number Table entry Incoming call example
1 313 Incoming number 3148888 is compared to all of 
the table entries, and does not match any 
destination.
2 416598 Incoming number 4165981111 matches 
destination 2.
3 416 Incoming number 4169998888 matches 
destination 3.
4 5198853895 Incoming number 5198853895 matches 
destination 4.
5 519 Incoming number 5198853896 matches 
destination 5. 
						

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CallPilot 150 Telephone Administration Guide
To route a phone number
1Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK
.
2Enter ⁄⁄.
3Press ADD
.
4Enter the phone number or the leading digits of a phone number
(up to 13 digits) and press OK
.
Each phone number assigned to the CLID Routing Table must be 
unique.
5Choose a destination.
To route the phone number to a Greeting Table:
Press TABLE
 Enter a Greeting Table number from 1 to 4
Press OK
To route the phone number to an extension:
Press EXT
 Enter the extension number
Press OK
To route the phone number to a mailbox:
Press OTHR
Press MBOX
 Enter the mailbox number
Press OK
To route the phone number to a CCR Tree:
Press OTHR
Press CCR
 Enter the CCR Tree number from 1 to 8
Press OK
6Repeat steps 3 through 5 for each phone number you want to route.
7Press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Call  id table
ADD        CHNG       QUIT
Ph:
RETRY                        OK
Destination
TA BL E        EX T        O T HR
Call  id table
ADD         CHNG       QUIT 
						

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To change or delete a phone number in the CLID Routing Table
1Press ≤·°‹.
Enter the System Administrator Mailbox number and password,
and then press OK
.
2Enter ⁄⁄.
3Press CHNG
.
4Enter the phone number you want to change or delete and press OK
.
5Press CHNG
 and follow the display prompts to change the phone 
number.
Each phone number assigned to the CLID Routing Table must be 
unique
or
press NEXT
 to view the next phone number in the table.
or
press OTHR
 to delete a phone number and go to step 6.
6Press DEL
 to delete the phone number from the table.
7Press ® to end the session.
Log:
QUIT        RETRY        OK
Admin
MBOX        AA         OTHR
Call  id table
ADD       CHNG        QUIT
Ph:
RETRY                        OK
Ph:XXXXXX
CHNG       NEXT      OTHR
Ph:XXXXXX
DEL
          PH          QUIT 
						

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CallPilot 150 Telephone Administration Guide
Chapter 6
Custom Call Routing
About Custom Call Routing
With Custom Call Routing (CCR) you can replace Automated Attendant menus with a CCR Tree 
that offers callers additional choices. Callers who reach a CCR Tree hear the CCR Home node 
immediately after the Company Greeting.
CCR Trees contain paths that callers navigate using their telephone dialpad. By selecting an option 
from the prompts callers can:
 hear an Information Message
 leave a message in a mailbox
 transfer to an extension or an external number
 go to a sub-menu
Custom Call Routing overview
To build a CCR Tree you start by creating the options presented in the Home node. You can include 
up to eight options in the Home node. You record a prompt that informs callers of the Home node 
options. You can build up to eight CCR Trees. After you build a CCR Tree you must assign it to a 
Greeting Table.
Automated Attendant
answers
answers Receptionist
Company Greeting
plays
Custom Call Routing
Home node options play 
Automated Attendant
 
menu options play
    Incoming call 
						

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Planning and designing a CCR Tree
To plan and design a CCR Tree you:
 determine the frequently-called departments and extensions that you can include in a CCR 
Tree
 make a list of the goods and services you want to mention in Information messages
 create the mailboxes that you will add to a CCR Tree for callers to leave messages in
 determine destination types
 record the prompts and messages
By default, a caller can press · to hear prompts in an alternate language, or ‚ to reach an 
operator. Tell callers about these options as part of the Home node prompt.
Components of a CCR Tree
The Home node
After the Company Greeting, a caller hears the Home node. The Home node is the “top” of the 
CCR Tree. When a caller selects an option from the Home node, they can access a sub-menu, leave 
a message, transfer to an extension or an external number, or play an Information Message. A 
Home node can offer up to eight options. By default, 0 is reserved for reaching the Operator, and 9 
offers the menu in the alternate language. A menu is a prompt that you record that presents a caller 
with a list of up to eight options.
The Home node is on Level 0. As sub-menus are added to one another, the caller progresses 
through the levels of the CCR Tree. You can create up to 11 levels (from 0 to 10).
An example of a Home node
For an example of Paths through a CCR Tree, refer to “An example of a CCR Tree” on page 61.
Company Greeting
This is Ideal Office Machines. Our business hours are from 
9:00 a.m. to 5:00 p.m. Monday to Friday.
The call is forwarded to the destination the caller chooses.
Home node
To place an order, press ⁄.
To add your name to our mailing list, press ¤.
To reach our Sales Department, press ‹.
To speak with our Support Office, press ›.
To speak with our receptionist, press ‚
. 
						

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CallPilot 150 Telephone Administration Guide
Information Messages
An Information Message is a message you record to tell callers about information about goods or 
services available from your company. You can tell callers about information such as sales, 
specials, company events, business hours, price lists, and shipping times. For example:
We’re pleased to announce the arrival of the new FaxEasy line of fax machines. FaxEasy is easy to 
operate and produces top quality fax images at an affordable price.
You must create an Information mailbox before you can add it to a CCR Tree.
The Home node can be an Information Message
You can program the Home node to play an Information Message. For example:
Come celebrate with us! It’s time for Ideal Office Machines’ annual get-to-know-our-customers 
picnic. The annual picnic is on the first Sunday of August from 1:00 to 5:00 p.m. in Thompson 
Park. See you there.
If the Home node is an Information Message, the caller disconnects at the end of the message. You 
cannot specify another destination. For information on destination types refer to “Destination 
types” on page 60.
Using an alternate language for the Home node prompt
If you record an alternate language Home node prompt, you must tell callers about the alternate 
language option. In the primary language Home node prompt tell callers to press · if they want 
to hear the message in the alternate language. For example:
To hear this message in [the alternate language], press ·
. To place an order press ⁄. To add 
your name to our mailing list press ¤. To reach our sales department press ‹. To speak with the 
receptionist press ‚.
Sub-menus
A sub-menu is any menu that callers hear after the Home node. Sub-menus can lead to other 
sub-menus.
A sub-menu is a prompt that provides callers with another list of options. For example, from the 
Home node a caller can press ‹to reach the Sales department and hear the sub-menu options:
To place an order press
 ⁄. To add your name to our mailing list, press ¤. To speak with a 
Customer Service Representative press ‹. To speak with the receptionist press ‚. 
						

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Mailbox nodes
You can create Mailbox nodes to give callers a mailbox where they can leave a message.
For example:
You have reached the Ideal Office Machines Order Desk mailbox. After the tone, leave your name, 
address, telephone number, and the number of the item you want to order. Thank you.
Transfer nodes
You can create Transfer nodes to transfer callers to an extension or an external number.
Destination types
The destination is where callers go after they listen to an Information Message or leave a message 
in a mailbox. Each Information Message and Mailbox node must have a destination:
 Previous: returns the caller to the previous menu
 Home: returns the caller to the Home node
 Disconnect: disconnects the caller
You can assign destinations only to Information and Mailbox nodes. To see an example of how to 
use destinations in a CCR Tree, refer to “An example of a CCR Tree” on page 61.
Paths
A Path can be a series of menus, Information Messages, Mailboxes or Transfers. A Path number is 
the digit that callers press to go to the next level in a CCR Tree. For an example of how to use Paths 
to route callers through a CCR Tree, refer to “An example of a CCR Tree” on page 61.