Nortel CallPilot Manager Instructions Manual

							Chapter 9  CallPilot reports    91
CallPilot Manager Set Up and Operation Guide
CCR Tree Usage Report
This report shows the Tree number, the Greeting Tables the CCR Tree is assigned to, the date the 
Tree was last modified, and the Tree status. The report also shows the Path, type, description, 
destination, a seven-day rolling count of the number of calls received by the Tree and the number 
of times each path is visited. Print the Custom Call Routing Report on the same day each week to 
get an accurate representation of CCR activity.
If a CCR Tree is changed, for example if it is saved or deleted, the current usage statistics are 
cleared.
Generate this report before you modify a CCR Tree.
The CCR Tree Report shows for the previous seven days:
 the number of calls received by the CCR Tree
 the number of times each node was visited
 the Greeting Table from which the CCR Tree is referenced
 the last seven days for which record collection is complete. The day the report is generated is 
not included because data collection is not complete for this day.
 the most recent complete day in the left column
 usage data as zeroes for dates prior to the last change date. Statistics for the day of the change 
include only activity that occurs after the modification is made.
The CCR Tree Report shows:
PathThe selections a caller makes to reach a node. Usually the Home node is 0, 
although callers do not need to press a key to reach the Home node.
calls for each dayBelow each day is listed how many times callers accessed the node, not 
including any re-prompting.
The calls for each day details:
each call that arrives at the Tree
calls that go from the Home node to sub-nodes
calls that are sent to the node from CLID-based routing
calls that return to a Menu node by the previous menu operation (by 
pressing  at a sub-menu, or by the Next Action setting)
The difference between the count for a menu and the sum of the counts for its 
sub-node is the number of times callers exit the menu by pressing 
 or 
hanging up.
Total callsTotal Calls shows calls that go to the Home node from a Greeting Table and 
calls that go to any node in the CCR Tree from CLID-based routing.
In the absence of CLID-based Routing, the count of the Home node is usually 
the same as the Total Calls if the Home node is an Information node.
The count can be higher if the Home node is a Menu node because the count 
of any Menu node is included if the caller returns to the menu. 
						

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Port Usage/Call Handling Report
This report summari zes inbound and outbound call activity and port usage on a seven-day rolling 
basis. Use this report to identify volume and sources of call traffic, and to determine if additional 
system ports are needed.
Use the Port Usage section:
 to see the volume and sources of call traffic
 to determine if additional system ports are needed
 to find time periods where an insufficient number of ports is available
 to see a summary of inbound and outbound call activity and port usage on a 7-day rolling basis
The Port Usage section:
 shows the last seven days for which record collection is complete
 shows the most recent statistics in the left column
 does not include the current day, because record collection for this day is not complete
Use the Call Handling section to see the type of calls that create traffic for the voicemail server. 
Look for differences over time by weekday.
The Call Handling section shows:
 each class of call by number of calls, total duration, and average duration
 all outgoing calls in a single category. For example, a call is counted as a Message Notification  even if the called party logs on.
 Outbound Transfer calls with the few seconds of additional connect time caused by the  unsupervised transfer included in the connect time of the incoming call
  Call Screening calls with the holding time of the call to the subscriber set counted under the  total connect time for the incoming call
 all days even if no data is collected for that day. These values are shown as zeroes.
Allocation shows the minimum and maximum number of ports allocated to voicemail.
Port Status shows an asterisk (*) beside the port number if the port is disabled when the 
report if generated.
Period start for each day of the week shows the percentage of the time period when all 
ports were busy
A non-zero value is possible, but a value consistently higher than 1% or 2% 
during peak time periods indicates a need for additional ports
Periods in which at least one port is disabled are shown with an asterisk 
						

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CallPilot Manager Set Up and Operation Guide
Fax Usage Report
Use the Fax Requests Report:
 to see Fax On Demand requests
 to see date and time of faxes
 to see the document number requested
 to see the delivery fax number
 to see CLID of callers
The Fax Requests Report shows:
 The Caller ID of the call requesting the fax, truncated if necessary to fit the space available.
 One line is generated for each document requested.
 If a caller requests several documents during a call, there are several lines in the report, each 
with the same CLID and Fax destination, and similar time stamps. This facilitates sorting for 
sales lead generation purposes, but does not show whether the item was ordered individually 
or as part of a set.
 The Fax Destination column shows the target fax number if the two-call method is used or 
One Call if the one-call method is used.
 The report lists committed requests only, in chronological order.
 The report does not include one-call requests if the caller hangs up before transmission begins 
or two-call delivery requests if the delivery number does not pass dialing restrictions.
 The report does not track whether the requested item was successfully delivered.
 If there are no fax requests to report for a day, no entries appear.
The information in the Fax Requests Report:
 is kept for the last seven days for which records are complete
 does not include traffic for the current day since this day is not complete
Note: The Fax Usage report is available for Business Communications Manager 2.5 
only, if you have the Fax option installed. 
						

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System Configuration Report
The System Configuration Report shows how the system is configured.
*Some sections appear only if the option is installed. Call Center is not available for CallPilot 
Mini.
System options Describes system-wide attributes included in 
“Setting the system properties ” 
on page 97 , and Auto Attendant properties such as Return to AA and 
Touchtone Gate.
Installed voicemail 
options Lists the optional features enabled at your site.
AA Greetings Lists system greetings, shows whether the greeting is recorded and lists the 
Greeting Tables that reference it.
Greetings that are not recorded or used in any Greeting Table are not shown. 
The comment 
“TTG ” appears for the prompt used as the custom Touchtone 
Greeting prompt.
Greeting table Shows the configuration of each Greeting Table.
Call Center parameters Appears if Call Center is installed. The Primary Alert, Secondary Alert, MIS 
Address and Refresh Channels are shown.
Voice Button properties Shows whether Multimedia Call Center is enabled, the server address and 
the server port.
Call Center agents Appears if Call Center is installed. Shows the agents in the Call Center, their 
agent number, priority level and skillset status.
Call Center skillsets Appears if Call Center is installed. Shows skillset number and Day and Night 
status.
Call Center routing tables Appears if Call Center is installed. Lists skillset name, number, Day Service 
and Night Service configuration.
Call Center overflow For each skillset, shows if it is enabled, the Intelligent overflow rule that 
applies to it, its service mode, condition and action.
Call Center greetings Appears if Call Center is installed. Displays the status and skillset for each 
greeting.
Call Center Intelligent 
CLID/DNIS routing Shows the CLID/ANI or DNIS rule and action for each line. 
						

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CallPilot Manager Set Up and Operation Guide
Message Usage Report
The Message Usage Report shows the number of minutes of storage available on the voicemail 
server. If this value is too low, you can:
 upgrade storage capacity
 encourage subscribers to delete unneeded messages
Resetting Mailbox statistics
You can reset the statistics for all mailboxes, or an individual mailbox.
To reset the statistics for all mailboxes
1Click the Reports heading.
2Click the Reset Mailbox Activity link.
A message appears that asks you to confirm the request to reset the statistics.
3Click the Reset button.
To reset the statistics for an individual mailbox
1Click the Mailbox Administration heading.
2Click the Change/Delete Mailbox link.
The Mailbox List page appears.
3Click the Activity link for the mailbox you want to reset the statistics of.
The statistics for the mailbox are reset.
Line answeringShows the answering parameters for each line answered by CallPilot or Call 
Center. Lines that are not answered are not shown. This section does not 
appear if your switch does not require line administration.
The skillset column appears only if Call Center is enabled. Skillset is blank for 
AA lines and Rings and Tables are blank for Call Center lines.
*Fax parametersThe System Fax DN parameter is shown. Other parameters appear only if the 
corresponding Fax option is installed.
*General networking 
parametersAppears if Message Networking is installed. It displays the General 
Networking properties.
*AMIS networking 
parametersAppears if Message Networking is installed. It displays the AMIS-related 
parameters of the site that you set in Networking properties.
*Digital networking 
parametersAppears if Message Networking is installed. It displays the digital-related 
parameters of the site that you set in Networking properties.
*Site tableAppears if Message Networking is installed. 
						

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							97
CallPilot Manager Set Up and Operation Guide
Chapter 10
CallPilot system properties
Setting the system properties
1Click the Configuration heading.
2Click the System Properties link.
The System Properties page appears. The Voice Mail version is displayed.
3In the Max Outcalling Channels box type the maximum number of channels used for calls 
generated by voicemail. Do not type a value that is higher than 50% of your available 
channels. The limit ensures that there are enough channels to accept incoming calls from 
outside callers and subscribers. The default number of voice channels assigned for outcalling 
is 1. If you have Multimedia Call Center installed on your system, set the Max Outcalling 
Channels to a value higher than 1. Also, to ensure that the Outcalling Channels do not 
consume all the available voice ports, set the minimum number of voice ports to a number 
higher than the Outcalling Channels. For more information see the Business Communications 
Manager 2.5 Programming Operations Guide.
4The Enable Voice Mail check box to is selected by default. If you enable voicemail, callers 
who call an extension that does not answer or is busy transfer to the extension’s mailbox.
If you clear the Enable Voice Mail check box:
 external Callers cannot leave messages in mailboxes. Callers are returned to the 
Automated Attendant to make another choice.
 If your system uses the Norstar Voice Mail UI, callers can leave messages through 
Custom Call Routing, Feature 980, and Feature 986. Callers can send and receive 
messages using Feature 981.
 Subscribers can record and send messages from their mailbox to other CallPilot mailboxes
5Select the Enable Group List check box if you want to enable Group Lists.
If you clear the Enable Group List check box, you cannot set up Group Lists and do not need 
to reserve a digit in your numbering plan for the Group List Leading Digit.
6If you use Group Lists, in the Group List Leading Digit check box type the Group List 
Leading Digit. This digit is used as the prefix for Group Lists during addressing. You cannot 
create mailboxes with numbers that start with this digit. The default setting for the Group List 
Leading Digit is 9. For example, if you assign as 9 the Group List leading digit, 901 to 999 is 
your range for Group Lists.
7Select the Enable External Initialization check box if you want subscribers to be able to 
initialize their mailboxes from an external location. The default for this check box is not 
selected. If you do not enable external initialization subscribers can initialize their mailboxes 
only from a local extension. This prevents unauthorized access to mailboxes.
8The Make Directory Available check box is selected by default. If you clear the check box, 
access to the Company Directory is removed from the Automated Attendant. 
						

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9 The  Enable General Delivery Mailbox  check box is selected by default. This setting is for 
Norstar only. If you clear this check box, external calls are not directed to the General 
Delivery Mailbox. External calls are directed back to an Automated Attendant prompt or a 
CCR Menu prompt.
10 The  Enable Redirect DN  check box is not selected by default. If redirect DN is enabled, 
CallPilot uses the original dialed number when it receives a redirected call. A call is redirected 
if a set that is call forwarded on busy to another location does not answer the call. The call 
returns to the original site for call answering.
Select this check box only on the advice of support personnel.
This setting is not available for CallPilot Mini.
11 The  Enable Bilingual  check box is selected by default. If you clear this check box alternate 
language prompts are not available. Disabling bilingual operation affects:
 language designations for Automated Attendant greetings
 voice prompt selections for callers who use the Automated Attendant
 voice prompt selections for callers who transfer to mailbox greetings
12 Select a primary language from the  Primary Language list box. Prompting occurs in this 
language.
13 Select an alternate language from the  Alternate Language list box. The alternate language 
cannot be the same as the primary language.
14 Select the  Canadian Pronunciation  check box if you want voice prompts that include the 
letter z to be pronounced zed instead of zee. The Canadian Pronunciation check box 
appears only if North American English is the primary or alternate language.
15 From the  Directory Search By  list box select first name, last name  or both . The default is 
last name.
16 Select the  Enable CallPilot User Interface  check box if you want to let subscribers select 
Norstar Voice Mail or CallPilot as their mailbox user interface. This setting is not available for 
CallPilot Mini.
17 In the  Name Prefix  box type a one to two-digit prefix that controls CallPilot style addressing. 
The default is 11. If CallPilot User Interface is enabled, this value must be specified, and 
cannot conflict with the Group List leading digit. This value is ignored if you do not enable the 
CallPilot User Interface.
18 In the  Special Prefix  box type a one to two-digit prefix that controls CallPilot style 
addressing. The default is 19. If CallPilot User Interface is enabled, this value must be 
specified, and cannot conflict with the Group List leading digit. This value is ignored if you do 
not enable the CallPilot User Interface.
19 From the  Primary UI Style  list box select NVM or CallPilot . This setting is available for 
Norstar only. For other systems CallPilot is the default user interface.
20 If you use CallPilot 150 or CallPilot Mini, select your country from the  Country list box. 
						

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21If you use CallPilot Mini, select your companding type from the list box. This setting appears 
only if you use CallPilot Mini. Do not change this setting unless you are advised to. The 
CallPilot Mini companding law must match the companding law of the switch. Japan and 
North America, with the exception of Mexico, use Mu-Law. Europe, Asia, Africa, & South 
America use A-Law. There are local exceptions depending of the requirements of the country.
22If you use CallPilot 150 or CallPilot Mini, select your time zone from the Timezone list box.
23If you use CallPilot 150 or CallPilot Mini, select the Daylight Savings Time check box at the 
start of Daylight Savings Time. When Daylight Savings Time ends, clear the check box. This 
setting ensures that the message times for Desktop Messaging are correct.
24Click the Submit button. 
						

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