Nortel CallPilot Manager Instructions Manual
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51 CallPilot Manager Set Up and Operation Guide Chapter 6 Setting up the Automated Attendant About the Automated Attendant The Automated Attendant can answer your companys incoming telephone calls from an external user. The Automated Attendant plays a prerecorded greeting selected from the Greeting Table, according to the time of day. You can record and assign different greetings to the Greeting Table. The Greeting Table parameters control the Auto Attendant. Greeting Table parameters include custom prompts, and whether outside callers hear the Auto Attendant menu or a Custom Call Routing menu. You can specify which greetings play for particular calls. For example, you can program the system so that callers hear one greeting when they call the sales number, and a different greeting when they call the customer support number. The Automated Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone. If you want to offer a greater range of options and services for incoming calls, you can assign a Custom Call Routing (CCR) menu to play. Callers will be directed to the Auto Attendant unless you have configured a CCR Tree. See “Planning a CCR Tree” on page 71 for information on creating a CCR menu. Automated Attendant answering overview Automated Attendant answers answers Receptionist Incoming call Custom Call Routing Menu options play. See “About Custom Call Routing” on page 69.Automated Attendant Menu options play. See “Automated Attendant Menu” on page 60. Company Greeting plays
52 Chapter 6 Setting up the Automated Attendant P09 194 15 0 4 Greeting Tables A Greeting Table stores the recordings played by the Auto Attendant to the incoming callers. CallPilot150 and Business Communications Manager 2.5 have four greeting tables which can be assigned to individual incoming lines. CallPilot Mini has one greeting table. You can store a total of 40 Company Greetings, but only four greetings can be assigned to a Greeting Table at any one time. If you use CallPilot 150 or Business Communications Manager, you can assign the same four greetings to each table, or you can assign unique greetings for each table. We recommend using greetings 1 through 16 as your daily business greetings, and greetings 17 through 40 as special greetings. Each Greeting Table is divided into four times of day. This table shows the default times of day. Greeting Type Default start times Morning 12:00 midnight Afternoon 12:00 noon Evening 6:00 pm Non-business 6:00 pm If default hours are used, the Evening Greeting is not played. You can turn the Non-business Greeting on and off using the Business Status feature. For information about setting the Business Status refer to “Setting the Business Status” on page 121 .
Chapter 6 Setting up the Automated Attendant 53 CallPilot Manager Set Up and Operation Guide Greeting Tables using the alternate language If you use CallPilot Mini you have one Greeting Table. If you use two languages, record the primary prompts in the primary language and the alternate prompts in the alternate language. If you use CallPilot 150 or Business Communications Manager 2.5 you have four Greeting Tables. If you use primary and alternate languages, we recommend that you assign one Greeting Table to the alternate language. For example, if your company has two incoming lines and you want to have one line assigned to the alternate language, assign the line to the Greeting Table that has greetings recorded in the alternate language. You can record greetings 5, 6, 7 and 8 in the alternate language and assign the greetings to Greeting Table 2 for line 2.
54 Chapter 6 Setting up the Automated Attendant P09 194 15 0 4 About Company Greetings Before you record your Company Greetings, decide what type of greetings you want to use for the incoming calls, and what you want the greetings to say. There are four greeting times that reflect the Morning, Afternoon, Evening and Non-business hours. You can prepare four greetings, or you can use the same greeting for each time of day. As you record the greetings, number them from 1 to 4. An example greeting for each time of day: 1 Morning Greeting: “Good morning. You have reached Touchstone Marketing .” 2 Afternoon Greeting: “Good afternoon. You have reached Touchstone Marketing .” 3 Evening Greeting: “ Good evening. You have reached Touchstone Marketing .” 4 Non-business Greeting: “ You have reached Touchstone Marketing. Our business hours are Monday to Friday from 8:00 a.m. to 5:00 p.m. Please stay on the line and leave a message. Thank you for calling .” Greetings 1 through 4 are assigned by default to all Greeting Tables. This means that Greeting 1 plays as the Morning Greeting for Greeting Table 1, 2, 3 and 4. If you use only one Greeting Table, the numbered greetings you record from 1 to 4 play automatically. You do not have to assign Greetings 1 to 4 to the table, but you must select the language preference. If you use a Primary and Alternate Language, record the option instruction in the Alternate Language. In the option instruction you tell callers to press for the Alternate Language. For example, if you use English as your Primary Language and French as your Alternate Language, your main greeting can be in English and the option instruction can be in French. For example: “ Good morning. This is Touchstone Marketing. To use our voice messaging service in French, please press ” Company Greetings can be 0 to 10 minutes in duration. If you need to change the greeting duration, you must change the Class of Service assigned to the System Administrator Mailbox. For information on how to change the setting, refer to “Changing mailbox settings” on page 41. After you decide what you want your greetings to say, practice recording them. Remember to speak slowly and clearly at a speed that is easy to understand.
Chapter 6 Setting up the Automated Attendant 55 CallPilot Manager Set Up and Operation Guide Recording a Company Greeting To record a Company Greeting 1Click the Auto-Attendant heading. 2Click the Company Greetings link. The Company Greetings screen appears. 3Click the Voice link for the greeting you want to record and follow the steps in “Recording greetings, prompts and names” on page 47 to record a greeting from your computer or telephone handset or follow the steps in “Importing greetings, prompts or names” on page 49 to select a previously recorded greeting. Setting up a Greeting Table To set up a Greeting Table, complete the following procedures to: assign a greeting to a Greeting Table assign a CCR Tree to a Greeting Table (optional) set the business hours assign a language preference assign a Greeting Table Attendant assign a key that lets callers repeat the current menu (optional) record Custom Menu prompts if you want to replace the default Auto Attendant Menu Note: You must build a CCR Tree before you can assign it. For more information, refer to “Planning a CCR Tree” on page 71.
56 Chapter 6 Setting up the Automated Attendant P09 194 15 0 4 Assigning greetings to Greeting Tables In a Greeting Table you can assign what greeting plays and what CCR Tree calls route to, depending on the time of day. You do not have to assign a CCR Tree to a Greeting Table, but if you want to assign a CCR Tree to a Greeting Table you must build it first. If you do not assign a CCR Tree to a Greeting Table, the caller hears the greeting you assign, then hears the Automated Attendant menu prompt. If you assign a greeting and a CCR Tree to a Greeting Table, the caller hears the greeting you assign and then is routed to a CCR Tree. To assign greetings to a Greeting Table 1 Click the Auto-Attendant heading. 2 Click the Greeting Tables link. The Greeting Tables page appears. 3 Click the Change link for the Greeting Table you want to change. The Greeting Table Setup page appears. 4 From the Morning, Afternoon , Evening and Non-business list boxes, select the greeting numbers you want to use. 5 From the CCR Tree list boxes, select the CCR Tree you want calls to route to for each time of day. If you do not want calls to route to a CCR Tree, select None. Setting the business hours Setting the Business Hours determines when each greeting is played on the Greeting Tables. Business Hours are divided into Morning, Afternoon, Evening, and Non-business hours for each of the seven days of the week for each Greeting Table. To set the business hours 1Click the Auto-Attendant heading. 2 Click the Greeting Tables link. The Greeting Tables page appears. 3 Click the Change link for the Greeting Table you want to change. The Greeting Table Setup page appears. 4 For the day of the week you want to configure, type a start time in the Morning, Afternoon , Evening and Non-business boxes. 5 Click the Submit button. For days that your business is not open, set all the start times to 12:00 a.m. (midnight). The Non-business greeting plays throughout the day. You can turn the Non-business greeting on and off using the Business Open feature. If you do not set the business status to open, the Non-business greeting plays until you change the business status to open. For information on the Business Open setting, see “Changing the Business Open setting” on page 115 .
Chapter 6 Setting up the Automated Attendant 57 CallPilot Manager Set Up and Operation Guide Assigning a Greeting Table Attendant Callers who press during the Auto Attendant menu or while they are in a CCR Tree are sent to the Attendant Extension that you assign in the Greeting Table. The Greeting Table Attendant Extension overrides the designated Operator Attendant. To assign a Greeting Table Attendant 1Click the Auto-Attendant heading. 2Click the Greeting Tables link. The Greeting Tables page appears. 3Click the Change link for the Greeting Table you want to assign the Greeting Table Attendant to. The Greeting Table Setup page appears. 4In the Attendant Extension box, type the extension of the Greeting Table Attendant. 5Click the Submit button. Attendant Console settings for CallPilot Mini If you use Attendant Console on CallPilot Mini: When you use Night Service, if you want all of the incoming calls to the Attendant Console to be forwarded to the Automated Attendant, you must set the Night Service DN to the CallPilot DN. You do this through your M1 programming. For information about how to do this refer to sections LD14 and LD15 in the Software Input/Output Guide - Administration Document Number: 553-3001-311, Document Release: Standard 9.00, Date: January 2002. When you use Night Service, you must also change the Greeting Table Attendant extension to the extension of person responsible in answering all incoming calls during Non-Business hours. For example, this can be the Front Desk or Security. To do this follow the procedure “To assign a Greeting Table Attendant” on page 57. Caution: To avoid an endless loop when you are in Night Service, make sure that you set a valid attendant extension in the Greeting Table page. This extension cannot be the Attendant Console DN. When you use Day Service, to have callers reach the Attendant Console, set the Operator Settings Attendant and the Greeting Table Attendant to the Attendant console DN. When callers press 0 to reach an attendant, the calls will be directed to the Attendant Console. You do this by setting both the Operator Attendant extension on the Operator settings page and the Greeting Table Attendant to the Meridian 1 Attendant DN. For how to change the Attendant settings refer to “Changing the Attendant default extension” on page 116.
58 Chapter 6 Setting up the Automated Attendant P09 194 15 0 4 Assigning a language preference After you assign greetings to the Greeting Table, assign the language preference. You can change the language preference any time. You can set the language preference for a Greeting Table. This setting determines which language the Automated Attendant uses when answering incoming calls. If you have not selected the CallPilot Bilingual Option, you do not need to select a language preference in the Greeting Table. To assign a language preference 1 Click the Auto-Attendant heading. 2 Click the Greeting Tables link. The Greeting Tables page appears. 3 Click the Change link for the Greeting Table you want to change. The Greeting Table Setup page appears. 4 From the Language Preference list box, select Primary to use the Primary Language or select Alternate to use the Alternate Language. 5 Click the Submit button.
Chapter 6 Setting up the Automated Attendant 59 CallPilot Manager Set Up and Operation Guide Assigning a menu repeat key Choose a digit that lets callers repeat the current menu prompt. The Menu Repeat Key takes priority over any CCR Tree or Auto Attendant menu items that are already configured, and applies to all CCR Trees and Auto Attendant menus in the Greeting Table. If you choose 0 as the Menu Repeat Key, it prevents callers from being able to revert to the Attendant, in favor of Menu Repeat. To assign a menu repeat key 1Click the Auto-Attendant heading. 2Click the Greeting Tables link. The Greeting Tables page appears. 3Click the Change link for the Greeting Table you want to change. The Greeting Table Setup page appears. 4From the Menu Repeat Key list box, choose a digit that lets callers repeat the current menu prompt. 5Click the Submit button.
60 Chapter 6 Setting up the Automated Attendant P09 194 15 0 4 Automated Attendant Menu The Automated Attendant Menu plays after the Company Greeting, and when an internal mailbox owner accesses the Automated Attendant. The default Automated Attendant Menu prompt is: “Using the dialpad, please enter the extension you wish to call. To use the directory, press \b. To leave a message, press . To reach an Operator, press . ” Recording a Custom Menu If you do not want to use the default Automated Attendant Menu prompts, you can enable the Custom Auto-Attendant Menu Prompts in the Greeting Table page. You can record a prompt from your computer or your telephone handset, or you can select a previously recorded prompt. With a Custom Menu prompt you can provide callers with a list of options such as choosing the Alternate Language, accessing the Company Directory or reaching an Operator. A Greeting Table has two Custom Menu prompts: one for a Primary prompt and one for an Alternate prompt, for example “Press for French”. To record a Custom Menu prompt 1 Click the Auto-Attendant heading. 2 Click the Greeting Tables link. The Greeting Tables page appears. 3 Click the Change link for the Greeting Table you want to change. The Greeting Table Setup page appears. 4 At the Custom Automated Attendant Menu Prompts option, select the Enable check box. 5 To record the primary and the alternate prompts, click the Voice button and follow the steps in “Recording greetings, prompts and names” on page 47 to record a greeting or follow the steps in “Importing greetings, prompts or names” on page 49 to select a previously recorded greeting. Note: We recommend that you record prompts that are at least eight seconds long.