Nortel CallPilot Manager Instructions Manual

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CallPilot Manager Set Up and Operation Guide
Delayed Ring Transfer (DRT)
To use CallPilot as a secondary line answering position, set DRT:
1Assign the CallPilot extension as the prime extension for the specified lines that are to be DRT 
to CallPilot.
2Set DRT to Yes.
3Set DRT Delay from one to six rings.
4Assign a Greeting Table to each line that is to be DRT to CallPilot.
5Set the CallPilot Answer option to No for the lines that are DRT to CallPilot.
Disconnect Supervision
With Line Disconnect Supervision, if a caller hangs up after reaching the Automated Attendant, 
CallPilot immediately breaks the connection. Disconnect Supervision results in fewer ‘phantom’ 
messages in the General Delivery Mailbox and prevents CallPilot ports from being occupied.
Do Not Disturb (DND)
Stops all tones and ringing to a set. When a call transfers to a set with DND activated, the call 
appears as a flashing indicator on an available line. The Automated Attendant transfers the caller 
to the mailbox associated with the telephone.
Hold
A mailbox owner cannot put a session on hold. If the hold button is pressed during a CallPilot 
programming session, CallPilot disconnects, except if Automatic Hold is used to transfer a caller 
to a mailbox or an extension. CallPilot ignores Held Line Reminder tones.
Intercom Numbers
Inside callers can access CallPilot by pressing an intercom button and entering the extension. 
Access to the CallPilot feature codes and “Message for you” indication requires an intercom button 
on the set.
An intercom button is required to notify an extension of an incoming transfer.
Language choice
The CallPilot language capability is independent of the system’s language selection for a set. 
CallPilot language availability is determined by the Class of Service assigned to a mailbox.
Note: If DRT is used for CallPilot Answering, and telephones with a ringing line 
appearance forward to CallPilot, a caller immediately transfers to the mailbox of the 
CFAC set.
Note:  The CallPilot language option is enabled after a subscriber starts a session. 
						

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Lines
If a line programmed for the Automated Attendant appears on a set, it rings when CallPilot 
transfers the call. If a line programmed to be answered by the Automated Attendant does not 
appear on a set, a call is transferred to an intercom line appearing on the intercom button.
Message Send/Reply/Waiting
Any message notification left by an internal caller can be replied to using the CallPilot message 
reply options. After listening to a message, a subscriber can forward a copy of the message to 
another mailbox or call the sender of the message.
Night Service
When Night Service is activated and the CallPilot prime extension is specified as the Night Ring 
extension for an incoming line, a caller immediately hears the CallPilot Automated Attendant.
Prime Set (multiple)
When configuring lines, CallPilot can be designated as the prime extension. CallPilot answers with 
the Automated Attendant.
Private line
When private lines are assigned to a set programmed to ring, CFNA to CallPilot is answered by the 
set’s mailbox. If a private line is the only appearance on that set, CallPilot transfers calls through 
the intercom button.
Ringing line preference
Ringing lines programmed to telephone extensions are recognized by CallPilot. Features such as 
CFNA and CFAC to CallPilot are not recognized by non-ringing lines programmed to a telephone 
extension. Refer to 
“Call Forward No Answer (CFNA)” on page 140 , “Call Forward All Calls 
(CFAC)” on page 140  and “Answer buttons” on page 140 .
Selective Call Forward
Refer to “Do Not Disturb (DND)” on page 141 .
Service Modes
With the Service Modes feature you can program the system to forward all incoming calls to 
CallPilot during specific time periods such as lunch time or non-business hours. CallPilot answers 
with the Automated Attendant.
Transfer Callback
Calls through the Automated Attendant that transfer to an extension without CFNA are routed by 
Transfer Callback to CallPilot after the designated number of rings. The CFNA/Transfer Callback 
feature is programmed so that calls with the fewest rings take precedence.
Note: If a subscriber replies to a message from a one line display phone (M7100, T7100, 
M7208 or T7208), the subscriber must press 
 after listening to the message.
Note:  If the private line is not programmed to ring, CFNA is not activated. 
						

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Appendix
Default configuration values
This appendix is a summary of the values that you can enter at the prompts that occur throughout 
this guide. The tables include the range or values that can be entered and, where applicable, the 
default setting.
*If the Group List leading digit is 1, the Special Mailboxes default to 20 and 22. The extension 
number length defaults to the Norstar system extension 1number length. For more information, 
refer to the Installation Guide for your system.
Value Default
System Administrator password four - eight digits 0000 (four zeros)
Special mailbox types:
     General Delivery Mailbox
     System Administrator Mailboxtwo - seven digits
10   1000000
12   1000002two digits *
10
12
Automated Attendant extension any valid CallPilot extension none
CO Line Greeting assignment:
     Line number
     1 - 500  none
Greeting Table:
     Number of rings 0 - 121
0
Greeting used:
      Morning
      Afternoon
      Evening
     Non-Business1 - 40
1 - 40
1 - 40
1 - 401
2
3
4
LanguagePrimary
Value Default
Extension/mailbox:
Extension leading digit 0 - 9
Digits in extension
Mailbox leading digittwo - seven digits
0 - 9
Digits in mailbox two - seven digits 
						

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**Group List numbers are always three digits long
Norstar Voice Mail interface feature codes
Value Default
Number of subscriber mailboxes:
     CallPilot 150 and CallPilot Mini
     Business Communications Manager 2.5 200
99820
depends on software package
Class of Service 1-16 Refer to  “Class of Service 
default values ” on page 27
Group Lists:
     Group List number ** 001 - 099  -  901-999 901 - 999
     Number of members 1-125 0
Value
Response time at the Home Menu 2.5 seconds
Number of Trees 8
Number of levels 11
Number of Paths per level 8
Group List leading digit Group List range 0 001 - 099
1 101 - 199
2 201 - 299
3 301 - 399
4 401 - 499
5 501 - 599
6 601 - 699
7 701 - 799
8 801 - 899
9 901 - 999
Feature code name Dialpad buttons Description
Leave Message

Leaves a message in a mailbox. No password is required.
Open Mailbox
 
Opens your mailbox to play your messages and to access 
mailbox options.
Call Forward
 
Forwards incoming calls to your mailbox.
CallPilot extension 


Displays the voicemail extension number on your phone.
Transfer

\fTransfers calls to a mailbox on the CallPilot system.
Interrupt


Intercepts a caller who is listening to your mailbox greeting 
or leaving a message.
Name Dialing

Lets you dial calls by searching the Company Directory.
Call Record

Records a call and stores it in your mailbox. 
						

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Glossary
AA
See Automated Attendant.
Administration
The tasks involved in maintaining CallPilot mailboxes, Greetings, set up and 
configuration. Administration also involves setting up and maintaining CCR Trees.
Alternate extensions
An alternate extension gives a subscriber Message Waiting Indication on up to two other 
telephones that they can access their mailbox from.
Alternate extensions are available only on Subscriber mailboxes.
Alternate Greeting
An alternate greeting that a subscriber records for an exceptional occasion, such as an 
absence.
Alternate Language
An alternate language used for greetings and prompts. To use an alternate language, you 
must enable the Bilingual Option. The alternate language cannot be the same as the 
primary language.
Attendant sign ON/OFF
A task performed by a company Receptionist or designated Operator that indicates to 
CallPilot when an Operator is available to answer calls.
ATA 2
A Nortel Networks product that connects an analog device such as a single-line telephone 
or a fax machine to your system.
Automated Attendant
The CallPilot answering service that answers incoming calls with a Company Greeting, 
plays a list of options to a caller, and performs call routing functions in response to caller 
selections.
Blind Call
An incoming call that transfers directly to the extension requested.
Broadcast Message
A message that can be sent by the System Administrator. Broadcast messages play on all 
mailboxes initialized with CallPilot. Broadcast messages are not sent to Information or 
General Delivery mailboxes.
Business Status 
						

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A setting that overrides the schedule of the Greeting Table and plays the Non-business 
greeting until turned off.
Call Screening
If you change the mailbox transfer option to Screened, subscribers can listen to a 
recording of the caller’s name before accepting a call.
CCR
See Custom Call Routing .
Channel configuration
The number of channels on the CallPilot unit designated for outdialing.
Class of Service
A Class of Service (COS) defines the values for the special features of a mailbox. When 
you add a mailbox you choose a Class of Service that provides the level of service 
appropriate for the subscriber. A mailbox cannot be added without a Class of Service.
Company Directory
An internal list of the names of subscribers with initialized mailboxes designated to appear 
in the directory.
Configuration
The tasks involved in setting up CallPilot. For example, configuring the Central Office 
(CO) lines answered by CallPilot.
Configuring CallPilot lines
The tasks involved in determining which external lines are answered by CallPilot and 
which Greeting Table is assigned.
COS
See Class of Service .
Custom Call Routing
Call Paths that let callers select options to direct their calls along paths you create.
Default
The parameters preset for CallPilot. 
						

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Destination
On a CCR Tree, the Destination determines where callers are directed after they listen to 
information or leave a message in a mailbox. The Destination types are:
 Previous: returns the caller to the Previous menu
 Home: returns the caller to the Home Menu
 Disconnect: disconnects the call
Display
A one-line or two-line display on the business telephone that shows CallPilot commands 
and options.
Display buttons
The three buttons that appear below the display on a two line display telephone. When 
pressed, these buttons select the specified CallPilot option.
Display options
The choices that appear on the display of a two line display. Options that appear on the 
display can be selected using the display or dialpad buttons.
Envelope information
A date and time stamp that appears on all messages left in a mailbox. When a message is 
left by another mailbox owner, envelope information includes the message sender’s name.
Extensions
A two to seven-digit number that is used to reach a designated telephone. The extension 
length ranges from two to seven digits.
Feature code
A unique three-digit code used to access CallPilot features and options.
General Delivery Mailbox
One of the two Special Mailboxes that hold messages for individuals who are not assigned 
a Subscriber mailbox. The other Special Mailbox is the System Administrator Mailbox.
Greetings
There are three types of CallPilot Greetings: Company Greetings, Personal Mailbox 
Greetings and Information mailbox Greetings. Company Greetings are played by the 
Automated Attendant to incoming callers. Personal Mailbox Greetings are played to 
callers who want to leave a message in a selected mailbox. Information mailbox Greetings 
are played to describe goods or services available to callers.
Greeting Tables
A table for storing recorded Company Greetings, start times assigned to the greetings, and 
the lines that are answered by CallPilot. There are four Greeting Tables. 
						

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Group Lists
A collection of mailbox numbers that are assigned a special Group number by CallPilot. 
When a message is sent to a Group List, all the mailboxes in the list receive the message.
Guest mailbox
A type of Subscriber mailbox you can assign to people who do not have a permanent 
extension, but require a mailbox. These mailboxes receive and store messages the same 
way that Subscriber mailboxes do.
Home Menu
The first CCR menu callers encounter after they hear the Company Greeting. The Home 
Menu provides a list of single-digit options to a caller. After callers listen to the Home 
Voice Menu they select an option by pressing a keypad number on their telephone.
You can program Home Menu to offer up to eight options. By default, 
	 is reserved for 
reaching the Operator, and 
 offers the menu in the Alternate Language.The Home 
Menu can also be an Information Message that plays an announcement to callers and then 
disconnects the call when the announcement is finished.
Home Menu Voice Prompt
A voice prompt that provides a list of number options. When pressed, these options can 
route a caller to a sub-menu, an Information Message, a Leave Message option, or a 
transfer to an extension.
Information mailbox
A mailbox that plays an informative message to callers. The message can describe goods 
or services available from your company. The Information mailbox does not store 
messages and does not have an extension associated with it.
Information Message
On a CCR Tree, an Information Message is a message you record to provide a caller with 
information about goods or services available from your company. You must create an 
Information mailbox before you can add the Information Message option to a CCR Tree.
Initializing a mailbox
Preparing a mailbox to receive messages. Initializing a mailbox includes changing the 
mailbox default password, recording a Company Directory name and recording Personal 
Mailbox Greetings.
Initializing CallPilot
Specifying the CallPilot settings for mailbox number length and language preference.
Leave Message
Feature 980, the feature code used to leave messages in CallPilot mailboxes. 
						

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Leave Message option
The Leave Message option on a CCR Tree provides callers with access to a mailbox so 
they can leave a message. When they select this option, the caller automatically transfers 
to a mailbox to leave a message.
Level
The Home Menu is on Level 0. As sub-menus are added, the caller progresses through the 
levels of the CCR Tree. A total of 10 levels can be created (from 0 to 9).
Mailbox
A storage place for messages on the CallPilot system.
Mailbox number length
The number of digits allowed in a mailbox number. The mailbox number length ranges 
from two to seven digits.
Mailbox properties
Optional parameters in addition to the Class of Service values. Mailbox properties are: 
Include in Company Directory, Alternate extensions, Express Messaging Line, Call 
Screening, Message Waiting Notification, and Outdial type.
Menu
A voice prompt you record that provides a caller with a list of up to eight options. There is 
one default pre-recorded menu, the Automated Attendant Menu, that plays after the 
Company Greeting. You can replace this default menu with a custom menu, or you can 
assign the CCR Home Menu to play instead of an Automated Attendant menu.
Message Delivery Options
Message sending options that are stamped onto a message. A Message Delivery Option 
can be assigned to a message after it is recorded.
The Message Delivery Options for the Norstar Voice Mail interface are Normal, Certified, 
Urgent, Private and Timed. The Message Delivery Options for the CallPilot interface are 
Normal, Urgent, Private, Acknowledge and Timed.
Message Waiting Notification
Message Waiting Notification provides subscribers with the message notification 
“Message for you” on the display of their telephone. This feature is a Mailbox property 
that is not controlled by a Class of Service.
Never Full Mailboxes
The Never Full Mailbox feature lets a caller leave a message in a Subscriber mailbox, 
even if the mailbox is “full”. The message is stored, but cannot be accessed until the 
subscriber deletes at least one saved message. 
						

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Off-premise Message Notification/Remote Notification
Off-premise Message Notification, also called Remote Notification, lets subscribers direct 
their messages to any telephone number, extension or to a pager. This feature is part of the 
Class of Service.
Operator
The Operator is the person whose extension rings when a caller is prompted by the 
Automated Attendant to “Press 
	 for an operator”. If the Operator is not available, 
callers who request the Operator transfer to the General Delivery Mailbox.
In Class of Service, the Operator is called the Target Attendant.
Operator default extension
The Receptionist or CallPilot designated Operator’s default extension. This default is 
preset to none, and must be changed to any valid extension on the system.
Operator Status
The Operator Status setting tells the system whether a Receptionist or designated Operator 
is available.
Option
A CallPilot choice that is given to a caller through voice or display prompts.
Outdial type
The Outdial type determines which line or line pool the system uses for Off-premise 
Message Notification, Outbound Transfer, or when a mailbox owner replies to a message 
left by an external caller.
Password
A four- to eight-digit number that is entered on the dialpad. A password is used to open 
mailboxes or perform configuration tasks.
Path
A Path is the course an incoming call takes to or through one or more menus on a CCR 
Tree to reach a destination.
Path number
An identification number assigned to a Path on each CCR Tree. The number represents the 
sequence of digits that callers enter to route themselves along the Path.
Primary Greeting
The main greeting played to callers.
Programmable memory buttons
Buttons on display telephones that can store feature codes and numbers.