Nortel CallPilot Manager Instructions Manual
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Chapter 15 Troubleshooting CallPilot 131 CallPilot Manager Set Up and Operation Guide Mailboxes do not accept messages A mailbox does not accept messages if: it is not initialized CallPilot message storage capacity is full Messages are removed from a mailbox If messages are being removed, check the message retention period in the mailbox Class of Service. To check the Class of Service, refer to “Viewing or editing a Class of Service” on page 42. A mailbox owner lost the mailbox password A forgotten password cannot be recovered. The password associated with the mailbox must be reset to the default password 0000. After a password has been reset to the default, the mailbox owner must change it in order to use the mailbox. To reset a password, refer to “Changing mailbox settings” on page 41. A mailbox owner cannot access their mailbox Each mailbox is assigned a maximum number of incorrect password attempts in its Class of Service. CallPilot records the number of incorrect attempts from the last time the mailbox was successfully accessed. If the number is exceeded the mailbox owner is “locked-out” and hears the message “This mailbox is locked to prevent unauthorized access. Contact your administrator for assistance.” The mailbox cannot be opened again until the you reset the password. To reset a password, refer to “Changing mailbox settings” on page 41. A mailbox is not in the Company Directory Verify the mailbox is initialized. If the mailbox is not initialized, it does not appear in the Company Directory. Verify the Company Directory property for the mailbox is set to Yes. Refer to “Changing mailbox settings” on page 41. Calls are answered by the wrong mailbox Verify the correct extension is assigned to the mailbox. A mailbox cannot be added to CallPilot Manager Ensure that the mailbox is not already added. Mailbox numbers must be unique. Check that the number of mailboxes on your system has not been exceeded. If you have not exceeded the number of mailboxes on your system, you can purchase a software authorization code to add more mailboxes. On CallPilot 150 and CallPilot Mini you can have a maximum of 200 subscriber mailboxes. On Business Communications Manager 2.5 you can have a maximum of 998 subscriber mailboxes.
132 Chapter 15 Troubleshooting CallPilot P09 194 15 0 4 Incomplete messages are received in a mailbox, or “Message delivered” plays while recording a message or a CallPilot session ends unexpectedly These situations can be caused by a problem called Talk Off. Talk Off occurs if CallPilot interprets certain voice patterns as Dual Tone Multi Frequency (DTMF) dialing tones. DTMF dialing tones are produced when buttons are pressed on a touch dial telephone. When you press a button on the dialpad, CallPilot receives a DTMF dialing tone and performs the correct operation. For example, after you enter your mailbox password, you can press the \bbutton. The DTMF dialing tone sent to CallPilot indicates you have finished entering your password. Some voice patterns are the same as DTMF dialing tones. This can make CallPilot function incorrectly. For example, if in the middle of a message you say something that sounds like a DTMF dialing tone created by pressing the \bbutton, the recording session ends. Correcting Talk Off requires adjustments to your CallPilot system. Call your advice line for more information. You cannot create a Group List The maximum number of Group Lists that can be created is 99. The CallPilot Group List must be enabled during installation. If the Group List feature is not enabled, you cannot create a Group List. CallPilot does not accept a Path number for a CCR Tree If you enter an incorrect digit while assigning a Path number, an error message appears. The possible causes are: you entered an incorrect Path number. You can use only numbers 1 through 8 as Path numbers. Do not use 0 or 9 as Path numbers. you attempted to exceed the maximum number of Paths. you are trying to access a level of a Tree whose previous level does not include a Menu node. You must add a Menu node to the first level to let callers move to the second level. A CCR Tree cannot be deleted A Tree cannot be deleted while it is in use. You must disable the Tree before you can delete it. Leave Message mailbox for a CCR Tree is full The mailbox is equipped with a Never Full Mailbox feature, which lets a caller leave a message in the mailbox, even if the mailbox is “full”. The message is stored, but cannot be accessed until the mailbox owner deletes some of the messages in the mailbox. If more message time is required, you can change the mailbox Class of Service. For more information, refer to “Viewing or editing a Class of Service” on page 42 . Note: For more information about deleting the Tree, refer to “Deleting a CCR Tree” on page 85 .
133 CallPilot Manager Set Up and Operation Guide Chapter 16 CallPilot configuration tips This chapter describes system configuration enhancements that maximize the efficiency of CallPilot. Delayed answering by the Automated Attendant The Automated Attendant can answer any call on specified Central Office (CO) telephone lines after a specified number of rings. CallPilot answers incoming calls if the Installer programs CallPilot to be the prime telephone for one or more designated CO lines. The Delay Ring Transfer (DRT) feature transfers unanswered calls on these lines to the Automated Attendant after the specified number of rings. Ringing lines and answer buttons If two or more telephones have a ringing line appearance of the same incoming telephone line, and one of these telephones is programmed with the Call Forward All Calls (CFAC) or Call Forward No Answer (CFNA) features, incoming calls on the incoming telephone line are directed to the mailbox of the programmed telephone. For example, if a marketing receptionist’s telephone has a ringing line appearance of the marketing director’s telephone, and the receptionist’s telephone is call forwarded to CallPilot, incoming calls transfer to the receptionist’s mailbox. This is also true if the receptionist’s telephone is CFNA to CallPilot and the number of specified rings on the receptionist’s telephone is fewer than the specified rings on the marketing director’s telephone. Ringing Answer button If one or more telephones have a Ringing Answer Button for another telephone, and one of these is CFAC or CFNA to CallPilot, all incoming calls go to the mailbox of the call forwarded telephone. If two or more of these telephones are CFAC to CallPilot, all calls go to the mailbox of the telephone that is connected to the lowest numbered station port on the system. Note: DRT applies only to incoming calls on the assigned line. It does not affect extension calls between telephones. Note: CFAC and CFNA do not affect calls on a telephone’s non-ringing lines. For example, if a receptionist’s telephone has a non-ringing appearance of another telephone’s CO line, and the receptionist’s telephone is CFAC or CFNA to CallPilot, incoming calls on this line are not affected.
134 Chapter 16 CallPilot configuration tips P09 194 15 0 4 Using Call Forward All Calls (CFAC) If a subscriber does not want to take any calls for a period of time, they can forward their telephone to their mailbox using CFAC. CFAC sends all calls to the subscriber’s mailbox immediately without ringing at their telephone. To Call Forward All Calls - Business Communications Manager and CallPilot 150 To CFAC, press . To cancel CFAC: Press \b or press CANCEL or press ∞ . To Call Forward All Calls - CallPilot Mini 1Press the ∞ button. 2 Enter the CallPilot Messaging access number. To cancel CFAC: 1 Press the ∞\b button. Note: If you use CFAC, you cannot have any lines or answer DNs programmed to ring at your set because these calls will go to your mailbox.
Chapter 16 CallPilot configuration tips 135 CallPilot Manager Set Up and Operation Guide How to set up CallPilot for different businesses There are several ways to set up CallPilot in your company. How you set up CallPilot depends on whether you use a Business Communications Manager, Meridian or Norstar system, and how many CO lines you use. Here are examples of CallPilot configurations for a small and a medium company, and some useful application tips. CallPilot for a small business On Your Toes Dance Studio CallPilot is the Call Forward No Answer (CFNA) extension for all the telephones in the office. This means that any call that is not answered by a mailbox owner transfers to their mailbox. Each mailbox owner has buttons programmed on their display telephone for the CallPilot Leave Message feature ( ) and the Open Mailbox feature (). This gives easy access to these frequently used features. Employees have a mailbox number that is the same as their telephone extension. All mailbox owners have initialized their mailbox and recorded a Personal Mailbox Greeting. The central receptionist The On Your Toes Dance Studio’s receptionist handles all calls from the studio’s published telephone number. If the receptionist does not answer the telephone within four rings, the Automated Attendant answers the call. The receptionist is also the Norstar designated Operator. Whenever a caller presses to speak with the operator, the call transfers back to the receptionist. Here is how On Your Toes Dance Studio’s communication system works. The On Your Toes Dance Studio’s public telephone number is 555-2468. The studio subscribes to custom calling services from the telephone company. This number forwards to any available (non-busy) line in a group of six lines. All six lines appear on the receptionist telephone. CallPilot is the Prime Set for each of the six lines. The Delayed Ring Transfer (DRT) feature is set to forward unanswered lines to the Automated Attendant. The DRT to Prime is set to Yes, and the DRT Delay is set to four. Note: Delayed Ring Transfer is a system-wide call handling feature. All lines programmed as DRT to Prime are forwarded after four rings. This is done by setting the Prime Set of the line to the CallPilot extension.
136 Chapter 16 CallPilot configuration tips P09 194 15 0 4 Greeting Table 1 for On Your Toes CallPilot uses Greeting Table 1 to answer calls after four rings. Depending on the time of day, different recorded greetings play for Morning, Afternoon, and Evening. When the Business Status is No, the Non-business Hours Greeting plays. The Costume Room The Costume Room has one telephone with a CallPilot mailbox. Calls are directed to the Costume Room Attendant by the receptionist or the Automated Attendant. When the Attendant is not available, the caller is forwarded to the Costume Room mailbox. The mailbox primary message says: “You have reached the Costume Room. No one is available to take your call. Please leave your name and number and a brief message after the tone and we will return your call as soon as possible. ” Greeting 1“Go od mo rn in g. Y ou h ave r eac hed On Y our T oes Dan ce S tud io . T he s tud io is close d a t th is tim e. Stay on the line t o leav e a me ssag e.” The CallPilot voice prompts play after the greeting. You can make Company Greetings up to five minutes long. Greeting 2 “ G ood a ftern oon. Yo u ha ve rea ch ed O n Your Toes D anc e Stu dio .” Greeting 3“ Go od ev enin g . Y ou ha ve r eac he d O n Y our T oes D an ce S tud io.” Greeting 4“ Yo u h ave rea ch ed On You r Toe s D anc e Stu dio . Th e stud io is clos ed at th is tim e. Stay on the line to leav e a mess ag e.” Note: Lines must be assigned to a Greeting Table before the Greeting Table greetings are used.
Chapter 16 CallPilot configuration tips 137 CallPilot Manager Set Up and Operation Guide CallPilot for a medium business Bridge Stone Engineering CallPilot is assigned as the Call Forward No Answer (CFNA) extension for all telephones in the office. This means that any call that is not answered by a mailbox owner transfers to their mailbox. Subscribers have buttons programmed on their display telephone for the CallPilot Leave Message ( ) and Open Mailbox (). This gives easy access to these frequently used features. Employees have a mailbox number that is the same as their telephone extension. Subscribers have initialized their mailbox and recorded a Personal Mailbox Greeting. When the receptionist is not available, callers use Custom Call Routing to route their call along a call path. The central receptionist Bridge Stone’s receptionist handles all calls from the published telephone number. When the receptionist is unable to answer the telephone within four rings, the Automated Attendant answers the call. The receptionist is also the designated Operator. When a caller presses to speak with the operator, the caller transfers to the receptionist. Here is how Bridge Stone’s communication system works. Bridge Stone’s public telephone number is 123-1234. All lines appear on the receptionist’s telephone. CallPilot is the Prime Set for each of the six lines. The Delayed Ring Transfer (DRT) feature forwards unanswered lines to the Automated Attendant. Note: Delayed Ring Transfer is a system-wide call handling feature. All lines programmed as DRT to Prime are forwarded after four rings. This is done by setting the Prime Set of the line to the CallPilot extension.
138 Chapter 16 CallPilot configuration tips P09 194 15 0 4 Greeting Table 1 for Bridge Stone Engineering CallPilot uses Greeting Table 1 to answer calls after four rings. Depending on the time of day, different recorded greetings play for the Morning, Afternoon, and Evening. When the Business Status is No, the Non-business Hours Greeting plays. Greeting Table 1 answers calls using greetings 1 through 4. Greetings 1 through 4 play unless you assign different greetings. When the Greeting Table was configured, English was chosen as the Primary Language. After the Company Greeting the CCR Home Menu voice prompt plays. This menu gives callers a list of single digit options. After callers listen to the Home Menu, they select an option by pressing a number on any tone dial telephone. For example: “To speak to our customer service representative, press . To reach our sales department, press . To reach our shipping and receiving department, press . To speak with our receptionist, press . The Customer Service and Sales department This department has two receptionists, two customer service representatives, two sales agents, a sales manager, and a customer service manager. CallPilot is set up to answer all calls. Callers can select either customer service or sales from the CCR Home Menu voice prompt. Incoming calls for customer service transfer directly to the customer service receptionist. Incoming calls for sales transfer directly to the sales receptionist. Greeting 1“ G ood m orn ing . You have rea che d Bri dge Sto ne Engi neering.” The CCR Home Menu plays after the greeting. You can make Company Greetings up to five minutes long. Greeting 2 “ G ood a ftern oon. Yo u ha ve rea ch ed Br idge Sto ne Engi neering.” Greeting 3“ G ood e ven ing. Yo u have rea ch ed Bridg e St one Eng ine erin g.” Greeting 4“Yo u h ave rea ch ed Bridg e Sto ne Engi neerin g. T he office is clos ed at th is t im e. S tay on the li ne t o le av e a me ssag e.” Note: Lines used must be assigned to the Greeting Table before the Greeting Table greetings are used.
Chapter 16 CallPilot configuration tips 139 CallPilot Manager Set Up and Operation Guide The managers Bridge Stone managers have a personal CO line that appears on their private telephone and their receptionist’s telephone. The receptionists answer the managers’ calls, and then transfer the calls to the manager’s telephone. If a manager is unavailable to take a call, the call rings back at the receptionist’s set. The receptionist handles the call by asking the caller to leave a voice message in the manager’s mailbox. If the caller wants to leave a message, the receptionist transfers the caller using the CallPilot Transfer feature . When CallPilot is set up this way, CFNA for the manager’s set is not used. The receptionist answers the manager’s calls and uses CallPilot’s Transfer feature to transfer the caller to the manager’s telephone. The CallPilot Transfer Callback Feature returns the call to the receptionist’s telephone if a manager is not available to take a call. Shipping and Receiving The employees in this department share the same telephone. This department uses one telephone line that is assigned to the loading dock. This line is assigned to Path 3 of the CCR Home Menu. The shipping and receiving department mailbox greeting informs callers they can leave a message or press to speak with the receptionist. Note: The receptionist’s telephone has a ringing line appearance. This telephone cannot be forwarded to another telephone.
140 Chapter 16 CallPilot configuration tips P09 194 15 0 4 Feature compatibility This section describes how system features interact with CallPilot. ATA 2 and ASM One or more analog single-line sets can be connected to the system using an Analog Terminal Adapter or an Analog Station Module. This type of set works with DTMF tones to allow access to CallPilot options through the dialpad only. Rotary dials cannot be used internally with CallPilot. Answer buttons For information about Answer Buttons, refer to “Ringing Answer button” on page 133 . Autodial (internal) To determine the CallPilot extension, press . You can use autodial for Busy Lamp Field (BLF) indication for all voice channels. This allows CallPilot channels to be monitored during busy periods. Automatic Set Relocation Must be set to No when changing the CallPilot extension and connections between the Norstar system. Call Forward All Calls (CFAC) Any ringing line or answer button appearance on a set forwards to the extension specified by the call forwarded. If CFAC is used a caller immediately transfers to the mailbox of the CFAC extension. Call Forward No Answer (CFNA) Any ringing line appearance on a set is CFNA to the extension specified after the programmed number of rings. CFNA is not applicable in an Automated Attendant application. If Delayed Ring Transfer (DRT) is being used for CallPilot answering, ensure that the number of rings for CFNA on any of the sets is equal to or higher than the number of rings for DRT. CFNA takes precedence over DRT and Transfer Callback if it has a lower number of rings. Camp On The Camp On feature cannot be used to access CallPilot. If a caller calls the extension and there is no answer, the caller cannot invoke the Camp On feature. Advise the caller to wait a few moments and try the CallPilot extension again.