Nortel CallPilot Manager Instructions Manual

							Chapter 6  Setting up the Automated Attendant    61
CallPilot Manager Set Up and Operation Guide
Setting the Automated Attendant properties
The Auto Attendant properties control the Automated Attendant properties across your system.
To set the Auto Attendant properties
1Click the Auto-Attendant heading.
2Click the General Properties link.
The Auto-Attendant Properties page appears.
3Set the properties that apply to all Greeting Tables:
4Click the Submit button.
Return to Auto-AttendantDetermines what happens after a caller listens to an Information 
mailbox or leaves a message.
If you select the Return to AA check box, the caller returns to the main 
Auto Attendant prompt and can make another selection. If you do not 
select Return to AA, the caller disconnects after completing the action.
Touchtone GateDetermines whether Touchtone Gate is used and whether a Standard 
or Custom greeting is used. For information about Touchtone Gate 
refer to “About Touchtone Gate” on page 62.
None: Disables Touchtone Gate and sends callers from the Company 
Greeting to the Auto Attendant or the CCR Tree set in the Greeting 
Table.
Standard: After they hear the Company Greeting, callers must press 
an indicated key if they have tone capability. Callers transfer to the 
Auto Attendant or Custom Call Routing Tree specified by the Greeting 
Table. If they do not respond, callers go to the Operator attendant. If 
there is no system attendant, callers go to the General Delivery 
Mailbox. If the General Delivery Mailbox is disabled the call 
disconnects.
Greeting 1 - 40: Uses a custom greeting instead of the standard 
greeting. Select a Company Greeting that is not used in any Greeting 
Table.
Set Touchtone Gate to None if most callers have tone capability.
Use Standard or Custom only in areas where most callers do not have 
tone capability. 
						

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About Touchtone Gate
Touchtone Gate is a feature that allows CallPilot to accept calls from both rotary (pulse dial) and 
touchtone telephone sets.
With Touchtone Gate you can have the standard voice prompt play or you can record your own 
custom prompt. If you choose the standard prompt, the following prompt plays after your 
Company Greeting:  “If you are calling from a touchtone telephone, please press 
 now. If you 
are a rotary caller, please hold and you will be transferred.”
When the tone for a digit is received, the call goes to the Automated Attendant or CCR Tree. If no 
tone is received, the call is sent back to the receptionist or designated Operator specified by the 
Greeting Table. If the attendant is not available, the call is directed to the General Delivery 
Mailbox. If the General Delivery Mailbox is not available, the call is disconnected.
Touchtone Gate 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 .
      Touchtone Gate
CLID Routing. See “About 
the CLID Routing Table” on 
page 64 .
Company Greeting plays 
						

							Chapter 6  Setting up the Automated Attendant    63
CallPilot Manager Set Up and Operation Guide
The Touchtone Gate voice prompt is not played to internal callers. For external callers on CallPilot 
150 or Business Communications Manager, the Touchtone Gate voice prompt is not played when 
they use Feature 981 or Feature 986.
If you disable Touchtone Gate, re-record the Company Greeting to include “If you are calling 
from a tone dial telephone, please dial the extension number or press 
 for the company 
directory. If not, please hold and you will be transferred to the operator.”
Note: If you want to use a custom prompt, you must record it before you enable 
Touchtone Gate. It is recommended that you use Greeting 40 as the custom Touchtone 
Gate prompt. For more information on recording Greetings, refer to “Recording a 
Company Greeting” on page 55. 
						

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About the CLID Routing Table
Set up a CLID Routing Table to control how calls are routed based on their Caller Identification. 
The CLID Routing Table routes recognized incoming telephone numbers to the appropriate 
destinations. You can set up the CLID Routing Table to direct frequent callers to a specific 
extension or mailbox, CCR Tree or Greeting Table. To use a CLID Table, your incoming lines 
must be equipped with Caller Identification service.
CLID Routing overview
If an incoming call has a CLID value that matches an entry in the CLID Routing Table, the call is 
directed according to the CLID Routing Table rather than the Greeting Table. After the call is 
directed, the call disconnects or returns to the routing according to the Return to Auto-Attendant 
setting. For more information about the Return to Auto-Attendant setting, refer to  “Setting the 
Automated Attendant properties” on page 61 .
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 .
      CLID Routing
Touchtone Gate. See “About 
Touchtone Gate” on page 62 .
Company Greeting plays 
						

							Chapter 6  Setting up the Automated Attendant    65
CallPilot Manager Set Up and Operation Guide
You can record your CLID Routing Table entries in the table CLID Routing Table section of the 
CallPilot Programming Record.
Telephone numbers in the CLID Routing Table are sorted in numerical order, from the longest 
number to the shortest. For example:
For the CLID Routing Table to work, your company must:
 subscribe to CLID services from your local telephone company
 have the appropriate hardware for your system (Refer to your system documentation for the 
hardware you require to support CLID)
Destination number Table entry Incoming call example
1 313 Incoming number 3148888 does not match any 
destination.
2 416598 Incoming number 4165981111 matches 
destination 2.
3 416 Incoming number 4169998888 matches 
destination 3.
4 5198853895 Incoming number 5198853895 matches 
destination 4.
5 519 Incoming number 5198853896 matches 
destination 5. 
						

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Setting up a CLID Routing Table
Setting up a CLID Routing Table involves:
 entering a telephone number
 assigning a destination such as a Greeting Table, mailbox, extension, or a CCR Tree or node
To add a telephone number to the CLID Routing Table
1 Click the  Auto-Attendant  heading.
2 Click the  CLID Routing Table  link.
The CLID Routing Table page appears.
3 Click the  Add button.
The CLID Setup page appears.
4 In the  Calling Line ID  box type the telephone number you want to add.
5 At the  Transfer To  option, assign how you want the telephone number to transfer. If you want 
calls from this number to transfer to:
 a Greeting Table, select the  Greeting Table option and from the list box select a Greeting 
Table number
 an extension, select the  Extension option and in the box type the destination extension 
number
 a mailbox, select the  Mailbox option and in the box type the destination mailbox number
 a CCR Tree, select the  CCR Tree option, from the list box select the CCR Tree number. 
You can leave the Path box empty to route the caller to the Home node of the Tree. To 
route the caller to a specific node of a Tree, in the  Path box type the sequence of digits the 
caller presses to go from the Home menu to the target node.
6 Click the  Submit button.
Note: For more information on assigning a CCR Tree destination refer to  “Making a 
CCR Tree a destination in the CLID Routing Table” on page 83 . 
						

							Chapter 6  Setting up the Automated Attendant    67
CallPilot Manager Set Up and Operation Guide
Editing telephone numbers in the CLID Routing Table
To change a telephone number in the CLID Routing Table
1Click the Auto-Attendant heading.
2Click the CLID Routing Table link.
The CLID Routing Table page appears.
3Click the Change link for the entry you want to change.
The CLID Setup page appears with the telephone number in the Calling Line ID box.
4Edit the entry by changing the telephone number in the Calling Line ID box or by changing 
the transfer options for the number.
5If you want to change the transfer option for the telephone number, at the Transfer To option 
assign how you want the telephone number to transfer. If you want calls from this number to 
transfer to:
 a Greeting Table, select the Greeting Table option and from the list box select a Greeting 
Table number
 an extension, select the Extension option and in the box type the destination extension 
number
 a mailbox, select the Mailbox option and in the box type the destination mailbox number
 a CCR Tree, select the CCR Tree option, from the list box select the CCR Tree number, 
and in the Path box type the path the caller must follow.
6Click the Submit button.
To delete a telephone number from the CLID Routing Table
1Click the Auto-Attendant heading.
2Click the CLID Routing Table link.
The CLID Routing Table page appears.
3Click the Delete link for the entry you want to delete.
A message appears that asks you to confirm the deletion.
4Click the OK button. 
						

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Configuring line answering
The system can answer all your incoming lines, or just the lines you specify. Before the system can 
answer an incoming line, you must assign the line and set the Answer status to Yes. Each line you 
configure is answered by Greeting Table 1 unless you specify another table.
You can assign the system to answer incoming calls after a specified number of rings. The number 
of rings ranges from 0 to 12. If you leave the number of rings at zero, the system answers 
immediately.
For lines equipped with Calling Line Identification (CLID), you must assign the number of rings 
to two or more. CLID is not provided until just prior to the second ring, so assigning the number of 
rings to 0 or 1 prevents CLID from being relayed. Without CLID, personalized greetings, CLID 
Routing Table and other features related to CLID do not work. For more information about line 
answering, refer to  “Changing the Answer Lines Status” on page 116 .
To configure answering for one line
1Click the  Auto-Attendant  heading.
2 Click the  Lines Administration  link.
The Lines Administration page appears.
3 Click the  Change link for the Line you want to change.
The Line Properties page appears.
4 From the  Answer Mode  list box, select  Auto Attendant .
5 In the  Table/Queue Number  box, type the Greeting Table number you want to assign to the 
line selected.
6 In the  Number of Rings  box, select the number of rings before CallPilot answers.
7 Click the  Submit button.
To configure answering for several lines
1Click the  Auto-Attendant  heading.
2 Click the  Change Many Lines  link.
The Change Many Lines page appears.
3 In the  From and the  To boxes, type the range of lines you want to configure answering for.
4 From the  Answer Mode  list box, select  Auto-Attendant , Call Center  or None .
5 In the  Table/Queue Number  box, type the Greeting Table number you want to assign to the 
lines.
6 In the  Number of Rings  box, select the number of rings before the system answers.
7 Click the  Submit button.
Note: This section applies to CallPilot 150 and Business Communications Manager 2.5 
systems only. If you use CallPilot Mini, you cannot perform line administration from 
CallPilot Manager. Refer to your Meridian system administration documentation for line 
administration information. 
						

							69
CallPilot Manager Set Up and Operation Guide
Chapter 7
Custom Call Routing
About Custom Call Routing
With Custom Call Routing (CCR) you can replace Automated Attendant menus with a CCR Tree 
that offers callers more choices. Callers who reach a CCR Tree hear the CCR Home node 
immediately after the Company Greeting.
CCR Trees contain paths that callers navigate using their telephone dialpad. By selecting an option 
from the prompts callers can:
 hear an Information Message
 leave a message in a mailbox
 transfer to an extension or an external number
 go to a sub-menu
Custom Call Routing overview
To build a CCR Tree you start by creating the options presented in the Home node. You can 
include up to eight options in the Home node. You record a prompt that informs callers of the 
Home node options. You can have up to eight CCR Trees on your system. After you build a CCR 
Tree you must assign it to a Greeting Table.
Automated Attendant
answers
answers Receptionist
Company Greeting
plays
Custom Call Routing
Home node options play 
Automated Attendant
 
menu options play
Incoming call 
						

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The Greeting Table specifies which CCR Tree plays to callers. After callers hear the Company 
Greeting and the optional Touchtone Gate, they hear the Home node of the CCR Tree instead of 
the Auto Attendant menu.
The Home node for a CCR Tree can be:
 a menu with choices that lead to other menus, announcements, mailboxes or transfers
 an Information node that plays an announcement
 a Transfer node that transfers callers to an extension or external number
 a Mailbox node that sends callers to a mailbox
Callers navigate through the CCR Tree using their telephone keypad to respond to prompts.
While they listen to a menu callers can:
 choose a menu option by pressing a single digit
 transfer to an extension by entering the extension number
 transfer to a mailbox by pressing * and the mailbox number
 use the Company Directory by pressing #
 transfer to the operator
 switch languages
Example of a Home node
Company Greeting
This is Ideal Office Machines. Our business hours are from 
9:00 a.m. to 5:00 p.m. Monday to Friday.
The call is forwarded to the destination the caller chooses.
Home node
To place an order, press.
To add your name to our mailing list, press 
.
To reach our Sales Department, press 
.
To speak with our Support Office, press  
.
To speak with our receptionist, press