Nortel Call Pilot Mini Call Pilot Mini 150 Instructions Manual

							 
Part  No. P09 904 74  03
CallPilot Mini/CallPilot 150
Installation and Maintenance 
Guide 
						

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P099 0474 0 3
 
Copyright © 2001 Nortel Networks
All rights reserved. May 17, 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 warrant y.  
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. 
Trademarks
NORTEL NETWORKS is a trademark of Nortel Networks.
All other trademarks and registered trademarks are the property of their respective owners.
Statement of conditions
In the interest of improving internal design, operational function, and/or reliability, Nortel Networks NA Inc. reserves the ri ght to 
make changes to the products described in this document wi thout notice.
Nortel Networks NA Inc. does not assume any liability that  may occur due to the use or application of the product(s) or circuit 
layout(s) described herein.
Regulatory Requirements
CallPilot Mini/CallPilot 150 meets these regulatory requirements:
• CallPilot 150 – CSPR22 Class A
 CallPilot Mini – CSPR22 Class B
FCC Regulations
This equipment complies with Federal Communications Commission Rules and Regulations Part 68 when connected to a Norstar 
or Meridian 1 switch. This equipment does not connect directly to the public switched telephone network.
DOC Regulations
This equipment complies with the Canadian Department of Commerce CS-03 Rules and Regulations for connection to Norstar  or 
Meridian 1 switches.
Radio Frequency Interference
This equipment generates, uses and can radiate radio frequency energy and if not installed and used in accordance with the 
instruction manual may cause interference to radio communications. It has been tested and found to comply with the limits for a  
Class A (CallPilot 150) or Class B (CallPilot Mini) computing device pursuant to Part 15 of the FCC Rules and CSDA 
specification C108.8, which are designed to provide reasonable protection against such interference when operated in a 
commercial environment. Operation of this equipment in a residential area is likely to cause interference, in which case users  w ill 
be required, at their own expense, to take whatever measures are n ecessary to correct the interference.
This apparatus does not exceed the Class A (CallPilot 150) or Class B (CallPilot Mini) limits for radio noise emissions from di gital 
apparatus set out in the Radio Interference Regulations by the Canadian Department of Commerce.
CallPilot Mini/CallPilot 150 contains fragile electronic parts. Do not drop or bump it. 
						

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CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
 
Contents
Preface  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  11
Before you begin  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Text conventions   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
About the buttons on your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Related publications   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
How to Get Help   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
USA and Canada   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Authorized Distributors - ITAS Technical Suppor t  . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Presales Support (CSAN) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
EMEA (Europe, Middle East, Africa)  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Technical Support - CTAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
CALA (Caribbean & Latin America)   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Technical Support - CTAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
APAC (Asia Pacific)  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Technical Support - CTAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Chapter 1
How to use this guide  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  15
How to use this guide   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
How the instructions are presented  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Warning and caution symbols  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Chapter 2
System overview  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  17
About CallPilot Mini/CallPilot 150   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
CallPilot Mini offers  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
CallPilot 150 offers   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
Features of CallPilot   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Compatibility   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Meridian 1 systems compatible with CallPilot Mini  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Norstar systems compatible with CallPilot 150  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Hardware overview   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Data connectors   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
PCMCIA slots   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Dimensions  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Voice message storage  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Power   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 
						

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Chapter 3
Preparing to install the CallPilot Mini/CallPilot 150  . . . . . . . . . . . . . . . . . . . . . .  21
Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . . 21
Electrical service  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . \
. . . . . . . . . . . . . . . . . .  . . . . 21
Opening the kit   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . . 21
Managing the CallPilot system   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Running without a LAN  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using a LAN   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .\
 . . . . . . . . . . . . . . . . . . . . .  .22
DNS server  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  .22
Chapter 4
Installing CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  23
Wall mounting the CallPilot Mini/CallPilot 150  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Connecting the CallPilot Mini/CallPilot 150  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
CallPilot Mini/CallPilot 150 LEDs  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Chapter 5
Initializing the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  29
About CallPilot Manager  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Configuring the Meridian 1 PBX to work with CallPilot Mini   . . . . . . . . . . . . . . . . . . . . . . . . . 30 Creating an ACD Queue  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Assigning ACD Agents   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Enabling the Call Forward on Busy message  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Scheduled Block (SCB)   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Initializing CallPilot Mini/CallPilot 150 using CallPilot Manager  . . . . . . . . . . . . . . . . . . . . . . . 34 Computer requirements for CallPilot Manager   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Computer requirements   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Browser requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Connecting to the CallPilot Mini/CallPilot 150  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Changing the IP address using a serial cable   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Changing the IP address using an Ethernet crossover cable  . . . . . . . . . . . . . . . . . . 38
Running the Quick Install Wizard   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .\
 . . . . . . 39
Initializing CallPilot 150 using a telephone   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Determining CallPilot 150 Feature Codes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Configuring the CallPilot 150 initial parameters   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Chapter 6
Language Configuration Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  47
Changing the languages available  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . \
. . . . . . . . . 47 
						

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CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
 
Chapter 7
Password administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  49
Resetting passwords  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
Resetting the system administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Resetting the password using a telephone (CallPilot Mini & CallPilot 150)   . . . . . . . 49
Resetting the password using a telephone (CallPilot 150 only)  . . . . . . . . . . . . . . . . 49
Resetting the operator password (CallPilot 150 only)  . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Resetting the password using CallPilot Manager  . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Resetting the password using a telephone  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Resetting the Mailbox passwords  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Resetting the password using CallPilot Manager  . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Resetting the password using a telephone (CallPilot 150 only)  . . . . . . . . . . . . . . . . 51
Resetting the Call Center Administrator password (CallPilot 150 only)   . . . . . . . . . . . . . 51
Resetting the Modem access password  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Resetting the Modem access password using a telephone (CallPilot 150 only)  . . . . . . . 52
Chapter 8
Backing up and restoring CallPilot  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  53
Installing the CallPilot Backup and Restore Utility  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Backing up the CallPilot information   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Restoring the CallPilot information   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Retrieving the CallPilot log files  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
Chapter 9
Upgrading CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  59
Upgrading the CallPilot software version  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Upgrading the message storage  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Chapter 10
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  63
Introduction   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Diagnosing problems  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
The RS-232 terminal cannot communicate with CallPilot Mini/CallPilot 150   . . . . . . . . . 63
CallPilot Mini/CallPilot 150 does not function at all  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
The Power-on Diagnostics fail  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Cannot access CallPilot Manager  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
CallPilot Mini/CallPilot 150 fails during a start up  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
General Delivery Mailbox greeting plays when you dial the Voicemail DN on 
CallPilot Mini   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
All of the mailboxes disappear after a software upgrade . . . . . . . . . . . . . . . . . . . . . . . . . 66
CallPilot 150 Feature Codes are inactive   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
To remove Feature Codes   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
CallPilot 150 does not reboot following **STARTUP  . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 
						

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Inactive feature   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  .68
Time on the CallPilot Mini/CallPilot 150 does not match the time on the telephone  system  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  .68
LED error messages  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 LED 1 is blinking quickly  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
LED 1 and LED 2 are blinking quickly   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
LEDs 1 to 4 turn on at power up but do  not briefly turn off during start up  . . . . . . . . 69
One or more of LEDs 1 to 4 do not turn on after CallPilot Mini/CallPilot 150 has  finished star ting up   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
LED 6 does not turn on after CallPilot Mini/CallPilot 150 has finished starting up  . . 69
Appendix A
Modem Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .\
  71
Configuring your computer to access the CallPilot modem  . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Connecting a telephone to your computer modem  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Creating a Dial-Up Networking connection  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Creating a Dial-Up Networking connection on Windows 95 or Windows 98   . . . . . . 72
Configuring the Dial-Up Networking TCP/IP parameters on Windows 95 or Windows 98  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Creating a Dial-Up Networking connection on Windows NT 4.0   . . . . . . . . . . . . . . . 73
Configuring the Dial-Up Networking TCP/IP parameters on Windows NT 4.0  . . . . . 74
Creating a Dial-Up Networking connection on Windows 2000  . . . . . . . . . . . . . . . . . 75
Configuring the Dial-Up Networking TCP/IP parameters on Windows 2000   . . . . . . 76
Installing the Nor tel Networks Modem Configuration Utility   . . . . . . . . . . . . . . . . . . . . . . 77
Enabling the modem on the CallPilot Mini/CallPilot 150   . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Enabling Modem access using CallPilot Manager   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Enabling Modem access using a telephone (CallPilot 150 only)   . . . . . . . . . . . . . . . . . . 78
Changing the modem access password using a telephone (CallPilot 150 only)  . . . . . . . 79
Disabling the Modem access password using a telephone (CallPilot 150 only)  . . . . . . . 79
Connecting to the CallPilot system   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Configuring your modem to access the CallPilot modem  . . . . . . . . . . . . . . . . . . . . . . . . 80
Connecting to the CallPilot modem  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Configuring your modem for normal modem connections   . . . . . . . . . . . . . . . . . . . . 82
Appendix B
Norstar Directory Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  83
Programming CallPilot 150 DNs to memory buttons  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Glossary  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .\
 . . . .  85
Index  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . \
. . . . . . .  9 1 
						

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CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
 
Figures
Figure 1 Inside the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Figure 2 Mounting the CallPilot Mini/CallPilot 150  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Figure 3 CallPilot Mini/CallPilot 150 connections  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Figure 4 Connecting the EMC Kit to the CallPilot Mini cables   . . . . . . . . . . . . . . . . . . . . . 26
Figure 5 Ethernet crossover cable  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 
						

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CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
 
Ta b l e s
Table 1 Telephone buttons   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  12
Table 2 CallPilot features   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Table 3 Compatible Meridian 1 systems  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Table 4 Compatible Norstar KSU systems   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Table 5 Port A and Port B Pinouts   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Table 6 LEDs during startup  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  27
Table 7 LEDs during operation  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Table 8 Creating an ACD Queue, step 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Table 9 Creating an ACD Queue, step 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Table 10 Assigning ACD Agents  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Table 11 Assigning ACD Agents  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Table 12 CallPilot Mini/CallPilot 150 serial por t pinout  . . . . . . . . . . . . . . . . . . . . . . 36
Table 13 Quick Install Wizard parameters for a CallPilot Mini   . . . . . . . . . . . . . . . . 39
Table 14 Quick Install Wizard parameters for a CallPilot 150  . . . . . . . . . . . . . . . . . 41
Table 15 Assigned Feature Codes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Table 16 Maximum disk space required to backup CallPilot Mini/CallPilot 150   . . . 54
Table 17 Non-expanded Modular ICS DNs  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Table 18 Modular ICS 2-por t car tridge DNs  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Table 19 Modular ICS 6-por t car tridge DNs  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 
						

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