Nortel CallPilot Manager Instructions Manual

Chapter 7  Custom Call Routing    71
CallPilot Manager Set Up and Operation Guide
Planning a CCR Tree
To plan a CCR Tree:
1Identify the frequently called departments and extensions.
2Determine which goods and services you want to promote in Information mailboxes.
3Create mailboxes callers can leave messages in.
4Decide what type of Home node you should create.
5Determine destination types.
6Record prompts and messages. By default, a caller can press 
 to hear prompts in an 
alternate language or 
 to...

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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. The 
other destination types do...

Chapter 7  Custom Call Routing    73
CallPilot Manager Set Up and Operation Guide
Destination
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 call
You can assign destinations only to Information Messages and Mailbox nodes. To see how 
destinations...

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An example of a CCR Tree
 Mailbox
To  b e in clude d on 
ou r m ailin g l is t le ave 
y o ur n am e an d 
ad dre ss aft er th e 
to ne
.
Destination:  PREV
Sub-menu
To plac e an o rde r pre ss 

To s pea k to t he orde r desk 
pres s
 
 
Sub-menu
To  le ave  an  ord er 
req ues t press 
T o  s pea k to th e s ale s 
ma nag er p res s 
To  he ar a bout ou r 
sa les  cont est pre ss 
Transfer
Transfers the call to 
the Service 
department.
Home...

75
CallPilot Manager Set Up and Operation Guide
Chapter 8
Working with CCR Trees
Building a CCR Tree
You can record your CCR Tree programming in the CCR Tree section of the CallPilot 
Programming Record.
To build a CCR Tree:
1Create the Home node. The Home node can be a Menu node, an Information node, a Transfer 
node or a Mailbox node:
 if you want to give callers a list of options, create a Home menu node
 if you want callers hear an announcement and then be disconnected, create an Information 
node...

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4 Click the  Submit button.
The CCR Tree Properties page shows the new CCR Tree.
5 Click the  Change link for the CCR Tree.
The CCR Menu Node Properties page appears.
6 In the  Caption  box, type a caption name, such as  List of options, if the Home node is a menu.
7 To record the Home node primary and alternate prompts or select previously recorded 
prompts, click the  Voice button and
follow the steps in  “Recording greetings, prompts and names” on...

Chapter 8  Working with CCR Trees    77
CallPilot Manager Set Up and Operation Guide
Creating a Home Transfer node
1Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2Click the Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3From the Create Options option, select Home Transfer Node.
4Click the Submit button.
The CCR Tree Properties page shows the new CCR Tree.
5Click the Change link for the CCR Tree.
The CCR Transfer Node Properties page...

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Copying a CCR Tree
If you want to create a CCR Tree that is similar to another tree, you can copy a CCR Tree. This 
saves you programming time, because after you copy the CCR Tree you can change the necessary 
nodes.
To copy a CCR Tree
1 Click the  Custom Call Routing  heading.
The CCR Tree Administration page appears.
2 Click the  Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3 Click the  Copy of tree  option.
4...

Chapter 8  Working with CCR Trees    79
CallPilot Manager Set Up and Operation Guide
Adding nodes to the Home node
If you create a CCR Tree with a Home menu node, and you have more choices than fit 
conveniently in the Home node menu, you can create sub-nodes. To create sub-node menus, add a 
Menu node to your Home node menu.
After you determine how many options to offer in a menu, you must determine where each option 
directs the caller.
After you assign a Menu sub-node, assign another set of options in...

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Adding a Menu node
Create a Menu node to organize choices for your callers, or when you have more choices than can 
fit on one menu.
To add a Menu node
1 Click the  Custom Call Routing  heading.
The CCR Tree Administration page appears.
2 Click the  Change link for the CCR Tree that you want to add a Menu node to.
The CCR Tree Properties page appears.
3 Click the  Menu link.
The new Menu node appears on the CCR Tree Properties page.
4 Click the...