Nortel CallPilot Manager Instructions Manual

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CallPilot Manager Set Up and Operation Guide
Chapter 3
CallPilot mailboxes
About installing mailboxes
You install mailboxes by enabling a software authorization code. The software authorization code 
determines the number of mailboxes that you can add to CallPilot. 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 1,000 mailboxes. Refer to “Enabling software 
authorization codes” on page 109 for more information on software authorization codes.
System Administrator Mailbox
The System Administrator Mailbox:
 is reserved for the System Administrator
 is created automatically when the system is initialized for the first time
 is where you can send Broadcast Messages from. Broadcast messages are sent to all 
Subscriber mailboxes.
Only the System Administrator can access the System Administrator Mailbox. Remember to 
check this mailbox for messages.
The default Class of Service for the System Administrator Mailbox is 7. You can change the Class 
of Service at any time. For information on changing the Class of Service, refer to “Changing 
mailbox settings” on page 41.
Warning: Change the System Administrator password frequently to minimize the 
risk of unauthorized activity.
Default System Administrator Mailbox number and password combinations
For a mailbox 
number length 
of...the default System 
Administrator 
Mailbox number is...and the default 
System Administrator 
Mailbox password is...so the combined mailbox number 
and password is...
2 12 0000 120000
3 102 0000 1020000
4 1002 0000 10020000
5 10002 0000 100020000
6 100002 0000 1000020000
7 1000002 0000 10000020000 
						

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General Delivery Mailbox
The General Delivery Mailbox is your company mailbox. It is created automatically when the 
system is initialized for the first time. The General Delivery Mailbox stores messages from callers 
when the Operator is not available, or from callers who use a rotary dial telephone.
Usually the Receptionist or designated Operator checks for messages in the General Delivery 
Mailbox.
The default Class of Service for the General Delivery Mailbox is 1. You can change the Class of 
Service any time. For information on changing the Class of Service, refer to  “Changing mailbox 
settings” on page 41 .
The General Delivery Mailbox can receive messages before it is initialized, but you cannot 
retrieve messages from the General Delivery Mailbox until you initialize it. For information about 
initializing mailboxes, refer to  “Initializing a mailbox” on page 32 .
Subscriber mailboxes
Create a Subscriber mailbox for each person in your organization who needs to be able to receive 
messages.
A Subscriber mailbox must be initialized by the mailbox owner before it can receive voice 
messages. Until a mailbox is initialized, it cannot receive voice messages and any calls that are 
directed to it are rerouted to the General Delivery Mailbox. Tell subscribers to change their 
mailbox password as soon as they initialize their mailbox. For how to initialize a mailbox refer to 
“Initializing a mailbox” on page 32.
Warning: Change the General Delivery Mailbox password frequently to minimize 
the risk of unauthorized activity.
Default General Delivery Mailbox number and password combinations
For a mailbox 
number length 
of... the default General 
Delivery Mailbox 
number is... and the default 
General Delivery 
Mailbox password is...
so the combined mailbox number 
and password is...
2 10 0000 100000
3 100 0000 1000000
4 1000 0000 10000000
5 10000 0000 100000000
6 100000 0000 1000000000
7 1000000 0000 10000000000 
						

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CallPilot Manager Set Up and Operation Guide
Guest mailboxes
A Guest mailbox is a Subscriber mailbox without a primary extension. Create Guest mailboxes for 
people who do not have an operating extension but require a mailbox. A Guest mailbox must be 
initialized by the mailbox owner before it can receive voice messages.
When you create Guest mailboxes, assign mailbox numbers that begin with the same digit. This 
identifies the mailbox type. Create Guest mailbox numbers that begin with a digit that is different 
from the Subscriber mailbox numbers. For example, if Subscriber mailbox numbers start with two, 
Guest mailboxes can start with the number four.
When to use Guest mailboxes
Guest mailboxes can provide a temporary employee with CallPilot services, give clients access 
internal messaging and call routing, and let customers leave telephone orders.
You can use Guest mailboxes to:
 take personal catalog shopping orders
 list classes or seminars and let callers register by telephone
 give frequent customers access to CallPilot services
Using a Guest mailbox for telephone registration
This example shows how to set up a Guest mailbox with announcement and order-taking 
capabilities. When you provide services that let a customer call into a mailbox, include the 
mailbox number in the greeting. This lets a caller transfer directly to the mailbox.
To use a Guest mailbox to provide telephone registration, you must first choose a mailbox number. 
Make sure that the Guest mailbox number is unique and is not assigned to any display telephone 
extension. Next, record the mailbox greeting.
For example:
“This month we are pleased to provide the following courses: Jazz Dancing Made Easy, 
Intermediate Jazz Dancing, Warming Up for that Big Performance, and Beginner Ballet. If you 
are interested in any of these courses, please leave your name and telephone number after the 
tone. One of our instructors will contact you with more information.”
You can include the time and date the classes are being offered. This example is applicable to 
Guest mailboxes that are used for taking orders. 
						

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After you record the announcement, record a Company Greeting that tells callers about the 
mailbox. For example:
“Good Morning. This is On Your Toes Dance School. To reach the dance studio, press  
\f. To 
register for our fall classes, press  
. To reach our receptionist, press  ”
Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the 
extensions. If you use CallPilot 150 or Business Communications Manager 2.5 and you must use 
the same leading digit, ensure the Guest mailbox numbers are “out-of-range” extension numbers. 
To test if an extension is out-of-range, dial it from another extension. If the number is 
out-of-range, the display shows  Invalid number. If the number is not out-of-range, the display 
shows  Not in service . If you are configuring a Guest mailbox for CallPilot Mini, make sure that the 
extension has not already been used. To make sure the extension has not already been used, check 
your M1 configuration.
You must assign a Class of Service to the Guest mailbox. When you assign a Class of Service to a 
Guest mailbox used as an order mailbox, choose a Class of Service that has the maximum mailbox 
greeting and message time available. Refer to  “Mailbox Class of Service” on page 26.
Information mailboxes
Information mailboxes play an informative message to callers who access it. An Information 
mailbox must be initialized before it can play an information message. Callers cannot leave 
messages in Information mailboxes. Information mailboxes do not have operating extensions.
Information mailboxes are maintained by the System Administrator or a mailbox owner.
You can use Information mailboxes to:
 announce sales
 provide product lists
 announce special events
You create the Information mailbox and give it to a subscriber or department. The department 
creates the password and maintains the greeting. Information mailbox Greetings can be recorded 
by you or by the person assigned the Information mailbox.
To let callers know about your company’s Information mailboxes:
 Advertise the Automated Attendant main number, and record a Company Greeting that 
mentions the Information mailbox services.
 Provide a list of your company’s Information mailbox numbers in brochures and telephone  directory advertising.
Note:  The number 46 in this example is an operating telephone extension and the 
number 28 is the Guest mailbox. 
						

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CallPilot Manager Set Up and Operation Guide
 Mention the Information mailboxes in the Company Greeting if your company has a small 
number of Information mailboxes, such as three or four. Use Custom Call Routing (CCR) if 
you have a large number of Information mailboxes.
 Assign the Operator as the transfer point for all Information mailbox inquiries. Record a 
statement in the Company Greeting that tells callers to press zero to reach company 
information. For example, “Good Afternoon. This is On Your Toes Dance Studio. To reach 
our studio, press 
. To listen to one of our special announcements, press  to reach the 
Operator.” When a caller presses zero, have the Operator provide a list of the Information 
mailboxes and transfer the caller accordingly.
A call disconnects after the Information mailbox greeting plays except:
 if the call is extended by the Auto Attendant, the call disconnects or returns to the Auto 
Attendant according to the Return to AA setting of the Greeting Table.
 if the Information mailbox is the Mailbox node of a Custom Call Routing Tree, the call 
disconnects, or returns to the Home menu, or returns to the previous menu, according to the 
Next Action setting of the Mailbox node.
The maximum length of the greeting is determined by the Class of Service. The default settings for 
Class of Service 7 and 8 allow greetings that are up to 10 minutes in length.
If CallPilot is configured as bilingual, the Information mailbox has greetings in primary and 
alternate languages. The rules for bilingual prompting determine which one of these caller hear. 
Callers press a dialpad button, depending on which country they are in, to switch to the other 
greeting.
While they listen to the Information mailbox greeting, callers can use playback commands such as 
pause, resume, forward and back. Outside callers can press a dialpad button, depending on which 
country they are in, to transfer to the system attendant extension. 
						

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Mailbox Class of Service
Class of Service (COS) values reduce the amount of programming you do when you add a 
mailbox. Instead of entering values for several features, you can select the COS that is appropriate 
for the mailbox. You select a COS when you add the mailbox and the system uses the associated 
values.
The COS tables have default values, shown on page  27. You can change the values to meet the 
needs of your company. For information on viewing or editing the values refer to  “Viewing or 
editing a Class of Service” on page 42 .
Class of Service values
Prompt languageCallPilot is available with two languages. If you select bilingual operation, Classes 
of Service 1, 3, 5, 7, 9, 11, 13, 15 use the Primary Language, and Classes of 
Service 2, 4, 6, 8, 10, 12, 14, 16 use the Alternate Language.
Mailbox message 
time The total message time available to a mailbox. The maximum message time is 180 
minutes. Mailboxes have a Never Full mailbox feature that lets a caller leave a 
message in a “full” mailbox. The message is stored in the mailbox, but cannot be 
accessed until a saved message is deleted.
Message length The maximum length of an incoming message. Message length is 1-60 min for 
Business Communications Manager, 1-30 min for CallPilot 150 and CallPilot Mini.
Message retention 
period The number of days messages are saved in a mailbox. Message retention period is 
from one to 365 days or 0 = indefinitely.
Greeting length The maximum length of a mailbox greeting. Greeting length is 1-30 minutes.
Off-premise Message 
Notification Redirects messages to another extension, telephone number or pager. Dialing 
restrictions that apply to outdial lines apply to Off-premise Message Notification.
Retry intervals For Off-premise Message Notification, the minutes between attempts to notify the 
recipient of a new or urgent message. The retry interval is from 1 to 120 minutes.
Number of attempts For Off-premise Message Notification, the number of attempts the system makes to 
notify the recipient of a new or urgent message. The number of attempts is from 1 
to 20.
Outbound Transfer Lets a caller who reaches a mailbox transfer to an external telephone number or a 
Norstar extension.
Incorrect password 
attempts The maximum number of incorrect password attempts before a mailbox owner is 
locked out of their mailbox. The incorrect password attempts are 4-20.
Password Expiry The maximum length of time a mailbox password is active. The password expiry is 
from 1 to 365 days or 0 = never expires.
Networking If you have installed the Message Networking option, callers can send messages to 
different mailboxes at various sites on a communication network.
Target Attendant Lets subscribers set up a Personal Target Attendant. If not, callers are directed to 
the Target Attendant that is specified in the Greeting Table.
Call Record Lets subscribers use the Call Record feature. With Call Record (

) a 
subscriber can record an active telephone call. The recorded message is placed in 
the subscriber’s mailbox. Call Record is not available for CallPilot Mini.
User Interface The user interface used for the mailbox. There are two mailbox UI choices: Norstar 
Voice Mail (NVM) and CallPilot (CP). This setting is not available for CallPilot Mini. 
						

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CallPilot Manager Set Up and Operation Guide
Class of Service default values
This table shows the default Class of Service values for Business Communications Manager, 
CallPilot Mini and CallPilot 150. CallPilot Mini systems also show the associated Restriction 
Permission List for each COS. For more information about Restrictions and Permissions refer to 
“About Restriction Permission Lists” on page 107.
Note: The Enable Networking setting is available if you have installed the Message 
Networking option. 
						

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Mailbox properties
You can change these mailbox properties, which are not included in the mailbox Class of Service:
 Company Directory
 Message Waiting Notification
 Outdial type
 Alternate extensions
 Express Messaging Line
 Call Screening
Mailbox properties are not included in a Class of Service. When you add a mailbox, you can 
change these options without changing the Class of Service.
Company Directory
The Company Directory is an internal voice list that contains the spoken names of mailbox owners 
with initialized mailboxes who are assigned to the directory, and the names of other mailboxes that 
you record a spoken name for, such as Information mailboxes.
When you add a mailbox, you determine whether the mailbox appears in the Company Directory. 
Even if you do not include a mailbox in the Company Directory the mailbox owner must still 
record their name when they initialize their mailbox. If the mailbox owner does not record their 
name in the Company Directory, you can record a spoken name for them by following the 
procedure  “Changing mailbox settings” on page 41 .
Message Waiting Notification
Message Waiting Notification gives subscribers a visual indication on their telephone display that 
they have new messages.
The default value for Message Waiting Notification is Yes. Message Waiting Notification displays 
Message for you on a subscriber’s display telephone when they have a message.
When you create Guest Mailboxes, set Message Waiting Notification to No. Guest Mailboxes do 
not have an operating extension.
Outdial type
If you use CallPilot 150 or Business Communications Manager 2.5, you can assign an Outdial type 
to the mailbox. Outdial is not available for CallPilot Mini. The Outdial type determines which line 
or line pool the system uses when a mailbox owner wants to use the Reply feature for replying to a 
message left by an external caller, and when Off-premise Message Notification and Outbound 
Transfer are used. 
						

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CallPilot Manager Set Up and Operation Guide
The default for Outdial type is None. The values available are None, Line, Pool or Route. Until 
you assign a line or line pool as the Outdial type for a mailbox, the mailbox owner can use:
 the Reply feature to reply to calls from internal extensions only
 Off-premise Message Notification for internal extensions only
 Outbound Transfer for internal extensions only
When you assign an Outdial type, all dialing is done by the extension to which the system is 
connected, not by the display telephone.
Dialing restrictions can be applied to display telephones and the extensions connected to the 
system.
If you set the Outdial type to anything but None, there is a potential for unauthorized long-distance 
dialing. You can prevent this by establishing outdialing restrictions.
Auto-Login
Auto-Login is an option that makes logging on easier. With Auto-Login, subscribers don’t have to 
enter their mailbox number and password. Subscribers with Auto-Login can dial the CallPilot 
Messaging access number and immediately be logged on to their mailbox. They do not have to 
enter your mailbox number.
Auto-Login is available for CallPilot Mini only.
Alternate extensions
You can assign up to two alternate extensions to each Subscriber Mailbox. If a caller dials the 
main extension (the extension that has alternate extensions assigned), the call rings at the main 
extension only.
Assign alternate extensions to subscribers who need to have two or three extensions on the same 
system. For example, an engineer may have a lab phone and a desk phone. When you set up the 
mailbox, assign the lab phone as the alternate extension. When the engineer is in the lab they see 
Message Waiting Indication when they receive a message on their primary extension, and they can 
log on and hear the message in their mailbox.
Only extensions that do not have a mailbox assigned can be used as an alternate extension. There 
are no default alternate extensions programmed for Subscriber mailboxes.
Alternate extensions receive the same Message Waiting Indication and Caller Display information 
as the primary extension. Mailbox owners who use the Norstar Voice Mail interface can use the 
Open Mailbox feature (

) from alternate extensions. Subscribers can use the 
Interrupt feature (


) from the alternate extension the same way as on the primary 
extension.
Note: The exception to this is when alternate extensions are assigned an Answer DN for 
the main extension. If you assign an Answer DNs, calls ring at all the extensions. 
Answer DNs are assigned to extensions in system programming. For more information 
refer to your system documentation. 
						

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Express Messaging Line
When you create a Subscriber Mailbox, you can assign an Express Messaging Line to it. Instead of 
assigning an extension number to the Subscriber Mailbox, assign an Express Messaging Line. If 
you assign an Express Messaging Line, fax and voice calls are left in the Subscriber Mailbox 
without ringing at the set. Inform the subscriber that they should frequently check their mailbox 
for messages because they do not receive Message Waiting Notification.
If subscribers have Fax enabled, they can inform people that the Express Messaging Line number 
is their fax number and have it printed on their business cards.
The line used for Express Messaging must be between 1 and 500. Give the corresponding seven 
digit phone number associated with the line you assign as the Express Messaging Line to the 
subscriber. For example, if line 20 is the Express Messaging Line and the corresponding phone 
number is 555-2424, give this phone number to the subscriber. After you assign a line to a 
mailbox, you cannot assign the line to another function until you remove it from the mailbox.
The prime set for the Express Messaging Line must be set to the voicemail DN. For more 
information refer to your system documentation. The Express Messaging default is none. 
Subscribers must have Fax enabled to receive fax messages on the Express Messaging Line.
Express Messaging is not available for CallPilot Mini.
Call Screening
Call Screening lets mailbox owners determine who is calling before they accept a call. Call 
Screening is useful if there is no Caller ID available. The system records the caller’s name, calls 
the mailbox owner’s telephone, announces the name of the caller and offers options such as 
accepting the call or taking a message.
Call Screening applies to external calls dialed by callers using the extension dialing facilities of the 
Automated Attendant or Custom Call Routing (CCR). Call Screening does not apply to internal 
calls, or external calls routed using a CCR Transfer node or placed to a mailbox owner’s dedicated 
line. If a caller is calling from a line for which the mailbox owner has recorded a Personal Mailbox 
Greeting, Call Screening is bypassed and the call transfers without delay.
If Call Screening is enabled, CallPilot calls a mailbox owner’s telephone that is call forwarded.
The default for Call Screening is No, which means that unless subscribers have CLID they cannot 
determine who is calling before they answer the call.
Call Screening is not available for CallPilot Mini.