Nortel CallPilot Manager Instructions Manual

							Chapter 13  CallPilot Manager operations    121
CallPilot Manager Set Up and Operation Guide
Setting the Business Status
The Business Status setting overrides the Morning, Afternoon, and Evening Greeting Tables.
If you set the Business Status to Yes, greetings are played according to the time scheduled in the 
Greeting Tables. For example, if Business Status is set to Yes, the Morning, Afternoon and 
Evening Greetings play automatically according to the start times programmed in the Greeting 
Tables.
When the receptionist sets the Business Status to No at the end of the business day or prior to the 
weekend, the Non-business hours Greeting plays until the receptionist sets the Business Status to 
Yes. 
Have the receptionist or designated Operator change the Business Status to Yes in the morning 
when your company opens. At the end of the business day, have the Receptionist or designated 
Operator set the Business Status to No.
To set the Business Status
Changing greetings or the Business Status from a remote 
telephone
You can change a greeting or the Business Status from the dialpad of external tone dial telephone. 
You must do remote administration through the System Administrator Mailbox. For information 
about remote administration, refer to the CallPilot Reference Guide. 1Press 

·°¤.
2Enter the Operator password and press OK
.
3Press OPER
.
4Press NEXT
.
5Press CHNG
 to toggle between Y and N.
6Press 
 to end the session.
Pswd:
RETRY                       OK
Choose option
OPER                      MODE
Atdt avail: Y
CHNG                     NEXT
Business open: N
CHNG                     NEXT 
						

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Setting up line answering
CallPilot can answer all your Central Office (CO) lines included in line configuration. You can 
designate whether or not CallPilot answers your company lines. When Answer Lines is enabled, 
CallPilot answers the incoming calls and presents each caller with the Company Greeting and the 
Automated Attendant menu. When Answer Lines is disabled, CallPilot does not answer incoming 
calls. Your receptionist must answer and route incoming calls.
For more information about line configuration, refer to  “Setting the Automated Attendant 
properties” on page 61 .
To assign Answer Lines
1Press 
·°¤ .
2 Enter the Operator password and press  OK
.
3 Press  OPER
.
4 Press  NEXT
.
5 Press  NEXT
.
6 Press  CHNG
.
If you set Answer Lines to N the display shows: Disabling...
If you set Answer Lines is set to Y the display shows:  Enabling...
7 Press 
 to end the session.
Pswd:
RETR\b                       OK
Choose option
OPER                      MODE
Atdt avail: N
CHNG                      NEXT
Business open: N
CHNG                      NEXT
Answer lines? N
CHNG                      NEXT 
						

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CallPilot Manager Set Up and Operation Guide
Chapter 14
Broadcast and Information messages
About Broadcast messages
You can send a Broadcast message if you need to send a message to every initialized mailbox on 
your system. Broadcast messages play on all mailboxes initialized with CallPilot. You can send a 
Broadcast message to announce meetings, special company events, and reminders. Sending a 
Broadcast message eliminates recording and sending the same message several times.
As the System Administrator, you are the only person who can send Broadcast messages.
In order to send a Broadcast message, you must know the Broadcast message address.
 If you use the CallPilot interface or CallPilot Mini 
 is the default Broadcast message 
address
 If you use the Norstar Voice Mail interface 
 is the default Broadcast message address
Follow the procedures that apply to the interface you use.
To record and send a Broadcast message - Norstar Voice Mail
Note: Broadcast messages are not sent to Information or General Delivery mailboxes.
1Press 

.
2Enter the System Administrator Mailbox number and password 
and press OK
 or .
3Enter the Broadcast message address.
The default Broadcast message address is 
.
4At the tone, record your Broadcast message and
press OK
 to end your recording.
5Press PLAY
 to listen to your Broadcast message before sending it
or
press OK
 to accept your recording
or
press RETRY
 to re-record your Broadcast message.
Your message is delivered to all initialized mailboxes
or
press 
 or  to cancel sending the Broadcast message.
6Press 
 to end the session.
Log:
QUIT         RETRY       OK
0 new  0 saved
PLAY       REC      ADMIN
Record message:
RETRY     PAUSE        OK
Accept rec?
RETRY       PLAY         OK 
						

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To record and send a Broadcast message - CallPilot
1 Press 
.
2 Enter the System Administrator mailbox number and
press  OK
 or \b.
3 Enter the System Administrator mailbox password and
press  OK
 or \b.
A mailbox summary is announced.
4 Press  COMP
 or 

.
5 Enter the Broadcast message address and press  OK
 or \b.
The default Broadcast message address is 
.
The Broadcast message address changes if you change the 
Group List leading digit.
6 Press  REC
 or 
 and record the Broadcast message at the tone.
7 Press  OK
 or \b to end your recording
or
press  REREC
 to erase and re-record the Broadcast message.
8 Press  PLA\b
 or  to listen to your message
or
press  \fEND
 or 
 to send the Broadcast message
or
press  DEL
 or 
\f to erase and re-record the Broadcast 
message.
9 Press 
 to end the session.
Mbox:
RETR\b                        OK
Pswd:
RETR\b                        OK
To:
NAME       \fPEC       DONE
EMPT\b
                 REC
Recording...
REREC                        OK
Rec stopped
P L A\b         D EL          \f E ND 
						

							Chapter 14  Broadcast and Information messages    125
CallPilot Manager Set Up and Operation Guide
To record and send a Broadcast Message - CallPilot Mini
1Dial the CallPilot Messaging access number, then enter the System Administrator mailbox 
number and press 
.
2Enter the System Administrator mailbox password and press 
.
3Press 


.
4Enter the Broadcast message address and press 
. The default Broadcast message address is 
. The Broadcast message address changes if you change the Group List leading digit.
5Press 

 and record the Broadcast message at the tone.
6Press 
 to end your recording.
7Press 
 to listen to your message
or
press 

 to send the Broadcast message
or
press 

 to erase and re-record the Broadcast message.
8Hang up to end the session. 
						

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Information mailbox messages
Your business or departments within your business can use Information mailboxes to provide 
callers with messages and announcements. You or another person responsible for the Information 
mailbox can record and update the Information mailbox message.
You can use Information mailbox messages to:
 announce sales
 provide product lists
 announce special events
Make it easy for callers to access Information mailbox messages by mentioning the Information 
mailbox in the Automated Attendant, or by asking the operator to route enquiries to the 
Information mailbox.
Callers cannot leave messages in an Information mailbox. Callers automatically disconnect after 
they listen to an Information mailbox message.
About recording an Information mailbox message
Before you record an Information mailbox message, you must determine what the message 
includes. As you prepare the message, be sure to include important times and dates.
For example:  “Paddy’s Dance Studio proudly presents an extravaganza of dance. The 
entertainment begins at 8:00 pm on the fourth of July. Toddlers tap is in the White Room. Folk 
dance is in the Green Room. Classical ballet is in the Pink Room. Contemporary jazz is in the Blue 
Room. The studio and recital rooms are located at 222 Main Street.”
Write the message down and practice reading it aloud. When you are confident the message 
includes everything you want it to, record the message. If you use a system with bilingual 
capability, you must record the Information mailbox message in both languages.
An Information mailbox message can be either a Primary or an Alternate mailbox greeting.
Use the procedure  “To record an Information mailbox message - Business Communications 
Manager 2.5 and CallPilot 150” on page 127  to record an Information mailbox message. 
						

							Chapter 14  Broadcast and Information messages    127
CallPilot Manager Set Up and Operation Guide
To record an Information mailbox message - Business 
Communications Manager 2.5 and CallPilot 150
1Press 
.
Follow the voice prompts or the display button options to open the 
Information mailbox. Do not enter your mailbox number or 
password. Enter the mailbox number and password of the 
Information mailbox.
2If you use the CallPilot interface:
Press 
 to open the Greetings Options menu
 Go to step 3
If you use the Norstar Voice Mail interface:
Press ADMIN
 or 
Press GREET or 
 Go to step 3
3Press REC
 or .
4Press PRIME
 or  to record the Primary Information mailbox 
message
or
press ALT
 or to record the Alternate Information mailbox 
message.
5Press YES
 or  and record the message at the tone.
6Press OK
 or  to end the recording.
7Press OK
 or  to accept the recording
or
press PLAY
 or to listen to the greeting
or
press RETRY
 or to rerecord the greeting.
8Press 
 to end the session.
Greeting options
REC      CHOOSE     CFWD
Greeting:
PRIME       ALT       PERS
Record now?
YES
          NO         QUIT
Record greeting:
RETRY                       OK
Accept greeting?
RETRY       PLAY        OK 
						

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To record an Information mailbox message - CallPilot Mini
1 Dial the CallPilot Messaging access number and press \b.
2 Enter the Information mailbox number and password, then press 
\b.
The System Administrator creates the password when they initialize the mailbox. Ask the 
System Administrator for the Information mailbox password.
3 Press 
.
4 At the sound of the tone, record the Information mailbox greeting.
Press 
\b when you are done.
5 Press 
\b to accept the recording
or
press 
to listen to the greeting
or
press 
to rerecord the greeting.
6 Press 
\bto end the session. 
						

							129
CallPilot Manager Set Up and Operation Guide
Chapter 15
Troubleshooting CallPilot
This chapter describes problems that can occur when you operate CallPilot, and suggested 
solutions.
The Automated Attendant does not answer calls
 Verify that you have assigned the lines to the Greeting Table, and the Answer Mode for the 
line is Auto-Attendant. This means that CallPilot 150 or Business Communications Manager 
2.5 is set to answer the line.
 All the channels can be busy. Try calling back. Your call is answered when a channel is 
available.
 Verify that greetings 1 to 8 are recorded. These greetings default to the Greeting Tables and 
must be recorded for the Automated Attendant to operate. Refer to “Setting up a Greeting 
Table” on page 55.
 If the channels are frequently busy, it indicates there is too much activity. Contact your advice 
line or sales representative.
CLID information is lost
The Automated Attendant must be set to answer after two or more rings for CallPilot Manager to 
record call log information related to an incoming call. For information about setting the number 
of rings, refer to “Setting the Automated Attendant properties” on page 61.
The Automated Attendant transfers some callers to the General Delivery Mailbox
The system requires a tone dial telephone signal and a minimum voice level. The system waits for 
a caller to respond. If a response is not received, the caller is transferred to the Receptionist or 
designated Operator. If they are not available, the caller is automatically transferred to the General 
Delivery Mailbox. The caller is transferred to the General Delivery Mailbox if an extension does 
not have a mailbox.
For the system to transfer calls correctly, each mailbox must have a unique extension number. To 
verify that mailboxes have a unique extension number, print the Directory Report.
Greetings play at the wrong time of day
There are four possible causes for this problem:
 The Business Open setting is not selected. Select the Business Open check box. Refer to 
“Changing the Business Open setting” on page 115 for information.
 The wrong greeting numbers are assigned to the Greeting Table.
 The business hours are set incorrectly.
 The system time and date are incorrect for your system. 
						

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External callers hear the wrong greeting
If external callers hear the wrong greeting, (for example, callers who dial the sales number hear the 
service greeting), you must reassign lines to the Greeting Table. Refer to 
“Setting the Automated 
Attendant properties” on page 61 .
A telephone cannot be forwarded to the system
If you try to forward your incoming calls to the system and the display shows Forward denied, it is 
possible that you are forwarding to the wrong extension number. Use Feature 985 to display the 
correct extension number for the system, and compare this number to the extension that your 
telephone is forwarded to.
Feature 981 produces a Log prompt on the telephone display
Whenever the Log prompt appears on the display, it can be caused by the telephone not having an 
assigned mailbox. If the extension does not have an assigned mailbox, CallPilot 150 or Business 
Communications Manager 2.5 requests both a mailbox number and a password.
A subscriber cannot reply to an external caller or use Off-premise Message Notification or 
Outbound Transfer
An Outdial type must be assigned before a subscriber can reply to an external caller using the 
Reply feature or use Off-premise Message Notification or Outbound Transfer. Before a subscriber 
can reply to a message from an external caller, an Outdial type must be assigned.
The default for Outdial type is None. Until you assign a line or line pool as the Outdial type for a 
mailbox, the mailbox owner can use the Reply feature to return calls from internal extensions only, 
Off-premise Message Notification for internal extensions only and Outbound Transfer for internal 
extensions only.
Telephone extension and mailbox numbers are different lengths
For CallPilot Manager to work properly, the mailbox number length must match the extension 
number length assigned to the system. If the extension number length is changed on the system, 
you must re-initialize and reprogram CallPilot.
You cannot access a line or a line pool
Check that your system supports the feature you are trying to use. If calls are not completed when 
you try to reply to a CLID message or reach an Off-premise Message Notification number, ensure 
Outdialing is assigned, is available and is correctly configured. For more information refer to your 
system documentation.
Personalized greetings do not play
Personalized greetings do not play if a telephone is on Call Forward Busy or Call Forward All 
Calls to the CallPilot extension number. If you use analog lines and a telephone is CFB or CFAC, 
Personalized greetings depend on the CLID information that is received prior to the second ring. 
Personalized greetings do not play if the Auto Attendant is set to answer at 0 or 1 ring. The 
Primary or Alternate Personal Mailbox Greeting plays instead. Change the number of rings to 2 or 
more.