Nortel Call Pilot Instructions Manual
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101 CallPilot Reference Guide Chapter 14 Troubleshooting This chapter describes some problems that can occur when you use CallPilot. Some typical problems are listed and what to do if they occur. The Automated Attendant transfers some callers to the General Delivery Mailbox CallPilot requires a tone signal and a minimum voice level. If CallPilot does not receive a response, the caller is automatically transferred by the Automated Attendant to the CallPilot operator. If the operator is not available, the call transfers to the General Delivery Mailbox. Possibly the extension called does not have a mailbox assigned to it. Ask your System Administrator to verify that the mailbox is assigned to the extension. Feature 981 produces a LOG prompt on my phone display Possible causes of the Log prompt: The extension you are using does not have an operating mailbox. If the extension does not have a mailbox, CallPilot requests both a mailbox number and a password. The extension is a Guest mailbox, which normally does not have an assigned extension. Ask your System Administrator to verify that your extension is properly assigned to your mailbox. I cannot forward my phone to CallPilot If you try to forward your extension to CallPilot and the display shows Not in service you can be forwarding to the wrong extension number. Use ≤·°fi to verify you are calling the correct CallPilot extension number. My mailbox is not accepting messages Make sure your mailbox is initialized. A mailbox cannot receive messages until it is initiali zed by the owner. Refer to “Initializing your mailbox” on page 17. Make sure your mailbox is not full. Refer to “My mailbox is full” on page 102. If you are using an Alternate greeting, check if you have set up your mailbox to accept messages. Refer to “Choosing a Primary or Alternate mailbox greeting” on page 30. My name does not play in the Company Directory Check to ensure that your mailbox is initialized. If it is not initialized, your name does not play in the Company Directory and your mailbox cannot receive any messages. If you have recorded your Company Directory name, ask your System Administrator to ensure that the Company Directory is available.
102 Chapter 14 Troubleshooting P0919417 03I forgot my mailbox password A forgotten password cannot be recovered. Your old password must be reset to the default password of four zeroes (0000). After the System Administrator resets your password, you must open your mailbox and change the default password. My mailbox is locked Your mailbox is locked if you attempt to access your mailbox and you hear the recording: “This mailbox has been locked to prevent unauthorized access. Please contact your administrator for assistance.” Your mailbox is assigned a maximum number of incorrect password attempts. CallPilot records the number of incorrect attempts from the last time your mailbox was successfully accessed. If the number is exceeded you are locked out. You cannot open your mailbox until the System Administrator resets the password. CallPilot Timeout The Timeout feature allows five seconds for you to choose an option. If CallPilot does not detect a selection, it replays the option list. If an option is still not selected, CallPilot ends the session. CallPilot has minimum voice level detection. If CallPilot does not detect an audio signal, it requests the caller to speak louder and provides the option to re-record. If no voice level is detected after the prompt, CallPilot ends the session. Messages are cut off If people need to leave long messages in your mailbox (up to 10 minutes), you can ask the System Administrator to give you more message recording storage space. My mailbox is full You know that your mailbox is full if you attempt to listen to your messages and you hear the message, “Your mailbox is full. You must erase some messages before you can listen to new messages.” Your mailbox is equipped with the Never Full Mailbox feature, which lets a caller leave a message in your mailbox, even if the mailbox is “full”. The message is stored, but you cannot access it until you delete at least one saved message. If you find that you need more message time in your mailbox, ask your System Administrator to give you more storage space. The wrong prompt language appears on the display of my phone If the wrong language appears on the display of your phone, notify the System Administrator. Outbound Transfer does not work Ensure that you have recorded the correct instructions for callers in your personal greeting. In your greeting, tell callers to press ‡ if you use the Norstar Voice Mail interface, or · if you use the CallPilot interface, to reach you. Refer to “About Outbound Transfer” on page 66 for information.
Chapter 14 Troubleshooting 103 CallPilot Reference Guide Ensure that the destination number you enter is not restricted. For example, if you cannot call long distance numbers from your phone, you cannot set up Outbound Transfer to a long distance number. Check to see if Outbound Transfer is turned on. Refer to “Turning Outbound Transfer on or off” on page 69 for more information. Off-premise Message Notification does not work If Off-premise Message Notification does not work, ask the System Administrator to check the Off-premise Message Notification parameters. Also, ask the System Administrator to check whether you are allowed to have Off-premise Message Notification. Ensure that the destination phone number and time parameters are correct. Ensure that the destination numbers that you enter are not restricted. For example, if you cannot call long distance numbers from your phone, you cannot set up Off-premise Message Notification to a long distance number. Check to see if Off-premise Message Notification is turned on. Refer to “Turning Off-premise Message Notification on or off” on page 93 for more information.
105 CallPilot Reference Guide Glossary Administration The tasks involved in maintaining CallPilot mailboxes, greetings and set up configuration. Alternate greeting A greeting recorded for a Personal mailbox and played on occasions such as absence, illness, or vacation. Attendant sign On/Off The task performed by a company receptionist or Operator that indicates to CallPilot when an Operator is available to answer calls. ATA 2 A Nortel Networks product that lets you connect an analog device, such as a single line telephone or a fax machine, to your telephone system. Automated Attendant The CallPilot answering service that answers incoming calls with a Company greeting, plays a list of CallPilot options to a caller and performs call routing functions in response to a caller’s dialpad selections. Broadcast Message A message that can be sent only by the System Administrator. This type of message plays in all initialized Subscriber mailboxes. Business Status A CallPilot setting that tells CallPilot whether a company is closed or open for business. Class of Service A predetermined number designation that specifies the CallPilot options for a mailbox. Company Directory A voice list that contains the names of users with initialized mailboxes that are designated to appear in the Company Directory. Conventions The way certain information is described. For example, using underlined text to represent second-line display prompt information. Default The parameters preset in CallPilot. Designated Operator A person who is assigned to answer the CallPilot Operator Request option. Display A one line or two line screen on a display telephone that shows CallPilot commands and options.
106 Glossary P0919417 03 Display buttons The three buttons on a two line display telephone. Users press these buttons to select the specified CallPilot option. Display options The choices available to a user that appear on a two line display telephone. Options shown on the display can be selected using the display or dialpad buttons DTMF Dual-Tone MultiFrequency. The type of audio signals that are generated when you press the buttons on a touch-tone telephone. Envelope information A date and time stamp that appears on messages left in a mailbox. If the message is left by another mailbox owner, envelope information includes the names of the sender and other recipients. Extension A two-digit to seven-digit number used to reach a designated telephone. An internal telephone is also referred to as an extension. Feature code A unique three-digit code used to access CallPilot features and options. General Delivery Mailbox One of the two Special mailboxes used to store messages for people who do not have a Subscriber mailbox. Greetings There are three types of CallPilot greetings: Company greetings, Personal mailbox greetings and Information greetings. Company greetings are played by the Automated Attendant to incoming callers. Personal mailbox greetings are played to callers who want to leave a message in a selected mailbox. Information mailbox greetings are played to describe goods or services available to callers. Group Lists A collection of mailbox numbers assigned to a special group name and number by the System Administrator. If a message is sent to a Group List, each mailbox in the list receives the same message. Guest mailbox A mailbox assigned to a user who does not have an extension. Information mailbox A mailbox that provides a caller with a message describing goods or services available from your company.
Glossary 107 CallPilot Reference Guide Initializing a mailbox Preparing a mailbox to receive messages, which includes changing a mailbox default password and recording a Company Directory name. Leave Message The feature code used to leave messages in CallPilot mailboxes. Mailbox A storage place for voice messages on the CallPilot system. Mailbox number length The number of digits allowed in a mailbox number. Mailbox properties Mailbox properties are optional parameters in addition to the Class of Service values. The mailbox properties are: Include in Company Directory, Alternate Extensions, Express Messaging Line, Call Screening, Message Waiting Notification and Outdial route. Message delivery options Message sending options for a message. A message delivery option can be assigned to a message after it is recorded. Message delivery options are: Normal Certified/Acknowledge Urgent Private Timed Message Waiting Notification A display prompt that informs a mailbox owner when a message is left in a mailbox. This feature is controlled by the Class of Service for your mailbox. Never Full mailboxes Your CallPilot mailbox is equipped with the Never Full mailbox feature, which lets an external caller leave a message in your mailbox, even if the mailbox is “full”. The message is stored, but you cannot access it until you delete at least one saved message. Off-premise Message Notification The CallPilot feature that calls destination numbers that you set up, to let you know you have a new or urgent message. This feature is controlled by the Class of Service for your mailbox. Operator Status The CallPilot indicator that determines if a company’s receptionist or Designated Operator is available.
108 Glossary P0919417 03 Option A CallPilot choice that is given to a user through voice or display prompts. Password A four- to eight-digit number that is entered on the dialpad. A password is used to open mailboxes or perform configuration tasks. Pause You use pauses when you set up pager notification. Each pause character that you enter makes the system wait four seconds before sending out the tones for the digits that follow. For voice pagers, enter pauses after the pager number to delay the start of the CallPilot voice prompt that activates the pager. For alphanumeric pagers, enter pauses after the pager number and before the digits that appear on the pager display. Personal mailboxes Mailboxes assigned to users as a place to store messages. Primary greeting The main greeting played in a Personal mailbox. Programmable memory buttons On display telephones, buttons that can store feature codes and numbers. Recognize dial tone After accepting an Outbound Transfer or Off-premise Message Notification destination phone number, entering › adds a D to the digit string. CallPilot uses this to recognize dial tone when an access code is required. Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the CallPilot default setting 0000 (four zeros). Special mailboxes The two mailboxes used by the System Administrator and designated CallPilot Operator. The two Special mailboxes are the System Administrator Mailbox and the General Delivery Mailbox. System Administrator The person who configures, updates and maintains the CallPilot system. System Administrator Mailbox One of the two Special mailboxes. This mailbox is used by the System Administrator for sending Broadcast Messages. This is also the System Administrator’s Personal mailbox. Touch tone phone A push-button telephone that emits DTMF tones. Voice prompts The prerecorded voice instructions that play when you access CallPilot features and options.
CallPilot Reference Guide 109 Index A Alert tone 61 Alternate greeting 27, 99 Alternate Language 13 Analog station module (ASM) 11 Analog terminal adapter (ATA) 11 Automated Attendant 41, 101 B Broadcast message about 97 recording 97 C Call Forward canceling 59 remote, setting up 60 setting up 59 with CLID, setting up 61 Call Forward on Busy overrides Caller ID 61 Call Record 42 Call Screening 41 Caller ID 28, 32, 38, 41, 61 interaction with Call Forward on Busy 61 CallPilot default password 17 how callers reach 35 using with rotary dial telephone 35 using with touch tone telephone 35 Calls interrupting 61 transferring to General Delivery mailbox 35 to Operator 35 to receptionist 35 CCR Information message 65 Character limit for Off-premise Message Notification destination pager number and message 78 for Off-premise Message Notification destination number 79, 81, 90 for Outbound Transfer destination telephone number 66 Company Directory 13, 101 recording name in 17 removing name from 21Company Directory name 27, 29 Copying a message 36 D Default password 17 Deleted messages retrieving 40 Deleted messages, retrieving 37 Deleting messages 36, 39 Destination number character limit 79, 81, 90 for pagers 78 when CallPilot is behind PBX or Centrex 78 Destination pager number character limit 78 Destination telephone number character limit 66 Display telephone entering characters 11 Display telephones using 9 E Erased messages retrieving 40 Erasing messages 36, 39 F Feature 986 64 Feature 987 61 Feature codes 23 Forwarded messages recording an introduction for 53 Forwarding a message 39 Full mailbox 35 G General Delivery mailbox 35 purpose 15 Greetings 18 Alternate 27, 99 example 27 purpose 27 personal 18 Personalized 28
110 Index P0919417 03 assigning 32 available with Caller ID 28 deleting 33 recording 32 Primary 27, 99 example 27 purpose 27 recording Alternate 29 Primary 29 recording technique 28 Group List name 53 Guest mailboxes 14 no operating extension for 14 H Hold tone 41 Home menu 65 I Information mailbox greeting recording 97 Information message CCR 65 Initializing your mailbox 17 Internal messages, replying to 54 Interrupting a caller 42 Interrupting calls 61 Interrupting voice prompts 9, 12 L Language, Alternate 13 Leave Message feature 11 Listening to your messages. see Playing your mailbox messages M Mailbox full 35 initializing 17 setting up 27 Mailbox greetings, see Greetings Mailbox password changing 20 Mailboxes General Delivery purpose 15 Guest 14Information 14 Special 15 Subscriber 14 Making selections using the dialpad with a one line display telephone 9 Menu, Home (CCR) 65 Message Delivery options Private 49 Messages copying 36 cut off 102 deleted, retrieving 37 deleting 36, 39 erasing 36, 39 forwarding 39 listening to, see Messages, playing minimum recording length 43 playing 36 pausing 37 rewinding 36, 38 skipping forward 37, 38 skipping to end 36 the envelope 36, 38 playing the next 37, 38 playing the previous 37, 38 Private, cannot copy 53 quitting 37 replaying 37 replying to 37, 39 saving 37 silence timeout 43 N Name recording in Company Directory 17 removing from Company Directory 21 Never Full mailbox feature 35 O Off-premise Message Notification 71 changing parameters 83 destination number character limit 79, 81, 90 destination pager number and message character limit 78 feature restrictions 72 not working 103 setting up to a pager number 78 to a telephone number 73 to an extension number 76 to wrong destination 71