Nortel CallPilot Manager Instructions Manual

							Chapter 7  Custom Call Routing    71
CallPilot Manager Set Up and Operation Guide
Planning a CCR Tree
To plan a CCR Tree:
1Identify the frequently called departments and extensions.
2Determine which goods and services you want to promote in Information mailboxes.
3Create mailboxes callers can leave messages in.
4Decide what type of Home node you should create.
5Determine destination types.
6Record prompts and messages. By default, a caller can press 
 to hear prompts in an 
alternate language or 
 to reach an Operator. These options are not included unless you 
record them as part of the Home node prompt.
About CCR Tree structure
Home node
After the Company Greeting, a caller hears the Home node message for the CCR Tree. A Home 
node can offer up to eight options. Callers can select options such as:
 listening to an Information Message in primary or alternate language
 leaving a message
 transferring to an extension or an external number
 choosing from a sub-menu 
By default, 0 is reserved for reaching the Operator, and 9 offers the menu in the alternate language.
The Home node is on Level 0. As sub-menus are added to one another, the caller progresses 
through the levels of the CCR Tree. You can create up to 11 levels (from 0 to 10).
For an example of Paths through a CCR Tree, refer to “An example of a CCR Tree” on page 74.
Information Message
An Information Message is a message you record to tell callers about goods or services available 
from your company. You can tell callers about information such as sales, specials, company 
events, business hours, price lists, and shipping times. For example:
We’re pleased to announce the arrival of the new FaxEasy line of fax machines. FaxEasy is easy 
to operate and produces top quality fax images at an affordable price.
You must create Information mailboxes before you can add an Information Message to a CCR 
Tree. 
						

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The Home node can be an Information Message
You can program the Home node to play an Information Message. For example:
Come celebrate with us! It’s time for Ideal Office Machines’ annual get-to-know-our-customers 
picnic. The annual picnic is on the first Sunday of August from 1:00 to 5:00 p.m. in Thompson 
Park. See you there.
If the Home node is an Information Message, the caller disconnects at the end of the message. The 
other destination types do not apply. For more information on destination types refer to 
“Destination” on page 73 .
Using an alternate language for the Home node prompt
If you record an Alternate Language Home node prompt, you must tell callers about the Alternate 
Language option in the Home node message. In the Primary Language Home node prompt tell 
callers to press 
 if they want to hear the message in the Alternate Language. For example:
To hear this message in [the Alternate Language] press 
. To place an order press. To add 
your name to our mailing list press 
. To reach our sales department press . To speak with 
the receptionist press 
.
Sub-menu
A sub-menu is any menu that callers hear after the Home node. Sub-menus can lead to other 
sub-menus. 
A sub-menu is a prompt that provides callers with another list of options. For example, from the 
Home node a caller can press 
to reach the Sales department and hear the sub-menu options:
To place an order press
 . To add your name to our mailing list, press . To speak with a 
Customer Service Representative press 
. To speak with the receptionist press .
Mailbox node
Create mailbox nodes to give callers a mailbox where they can leave a message.
For example:
You have reached the Ideal Office Machines Order Desk mailbox. After the tone, leave your name, 
address, telephone number, and the number of the item you want to order. Thank you.
Transfer node
A Transfer node transfers callers to an extension or an external number. 
						

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CallPilot Manager Set Up and Operation Guide
Destination
The destination is where callers go after they listen to an Information Message or leave a message 
in a mailbox. Each Information Message and Mailbox node must have a destination:
 Previous: returns the caller to the previous menu
 Home: returns the caller to the Home node
 Disconnect: disconnects the call
You can assign destinations only to Information Messages and Mailbox nodes. To see how 
destinations are used in a CCR Tree, refer to “An example of a CCR Tree” on page 74.
Paths
A Path can be a series of menus, Information Messages, Mailboxes or Transfers. A Path number is 
the digit that callers press to go to the next level in a CCR Tree. To see how paths route callers 
through a CCR Tree, refer to “An example of a CCR Tree” on page 74. 
						

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An example of a CCR Tree
 Mailbox
To  b e in clude d on 
ou r m ailin g l is t le ave 
y o ur n am e an d 
ad dre ss aft er th e 
to ne
.
Destination:  PREV
Sub-menu
To plac e an o rde r pre ss 

To s pea k to t he orde r desk 
pres s
 
 
Sub-menu
To  le ave  an  ord er 
req ues t press 
T o  s pea k to th e s ale s 
ma nag er p res s 
To  he ar a bout ou r 
sa les  cont est pre ss 
Transfer
Transfers the call to 
the Service 
department.
Home node
T o p lac e a n o rde r pr ess 
To  ad d your  nam e to o ur m ailin g li st pre ss 
To  s pea k to o ur s ale s dep artme nt p res s 
To  s pea k to o ur s erv ic e  dep artme nt p res s 
To  s pea k to o ur re cep tio nis t p res s 
Information
message
Ou r wee kly  
s pec ials are ...
Destination:
PREV
Transfer
Transfers the call to 
the order desk.Mailbox
Le ave y our  contac t 
i n fo rm ati on a nd a 
sa les p erso n wi ll 
c ont act you.
Destination:  DISC
Transfer
Transfers the call to 
the sales manager.Information
message
Ideal O ffice  
M ach in es  is ha ving 
a s ale s con tes t...

 



 
						

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CallPilot Manager Set Up and Operation Guide
Chapter 8
Working with CCR Trees
Building a CCR Tree
You can record your CCR Tree programming in the CCR Tree section of the CallPilot 
Programming Record.
To build a CCR Tree:
1Create the Home node. The Home node can be a Menu node, an Information node, a Transfer 
node or a Mailbox node:
 if you want to give callers a list of options, create a Home menu node
 if you want callers hear an announcement and then be disconnected, create an Information 
node
 if you want callers to transfer to an extension or external telephone number, create a 
Transfer node
 if you want callers to be sent to a mailbox to leave a message, create a Mailbox node that 
is assigned to a Subscriber mailbox
You can also save programming time by basing a new CCR Tree on another Tree and 
changing the nodes. For more information refer to “Copying a CCR Tree” on page 78.
2Assign the CCR Tree to a Greeting Table.
You can assign a CCR Tree for each time of day.
3Test the CCR Tree.
Creating a Home node
Begin to build a new CCR Tree by creating a Home node.
Creating a Home Menu node
Create a Home menu node if you want to give callers a list of options. You must create a Home 
Menu node if you want the CCR Tree to have more than one node.
To create a Home menu node
1Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2Click the Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3From the Create Options option, select Home Menu Node. 
						

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4 Click the  Submit button.
The CCR Tree Properties page shows the new CCR Tree.
5 Click the  Change link for the CCR Tree.
The CCR Menu Node Properties page appears.
6 In the  Caption  box, type a caption name, such as  List of options, if the Home node is a menu.
7 To record the Home node primary and alternate prompts or select previously recorded 
prompts, click the  Voice button and
follow the steps in  “Recording greetings, prompts and names” on page 47  to record a prompt
or
follow the steps in  “Importing greetings, prompts or names” on page 49  to select a previously 
recorded prompt.
8 Click the  Submit button.
Creating a Home Information node
Create a Home Information node if you want callers hear an announcement and then be 
disconnected.
To create a Home Information node
1Click the  Custom Call Routing  heading.
The CCR Tree Administration page appears.
2 Click the  Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3 From the  Create Options  option, select Home Information Node .
4 Click the  Submit button.
The CCR Tree Properties page shows the new CCR Tree.
5 Click the  Change link for the CCR Tree.
The CCR Info Node Properties page appears.
6 In the  Caption  box type a name for the Information node, such as  Sales.
7 To record the Information node primary and alternate messages or select previously recorded 
messages, click the  Voice button and
follow the steps in  “Recording greetings, prompts and names” on page 47  to record a message
or
follow the steps in  “Importing greetings, prompts or names” on page 49  to select a previously 
recorded message.
8 Click the  Submit button. 
						

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CallPilot Manager Set Up and Operation Guide
Creating a Home Transfer node
1Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2Click the Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3From the Create Options option, select Home Transfer Node.
4Click the Submit button.
The CCR Tree Properties page shows the new CCR Tree.
5Click the Change link for the CCR Tree.
The CCR Transfer Node Properties page appears.
6In the Caption box type a name for the Transfer node, such as Sales.
7From the Outdial Method list box select an outdial method. The outdial method is the 
telephony resource that is used to transfer the call. Outdialing is not available for CallPilot 
Mini.
 Select Line to use an external line to transfer the caller to an external telephone number, 
and enter the line number you want to use.
 Select Pool to use a line pool to transfer the caller to an external telephone number and 
enter the Line Pool number you want to use.
 Select Route to use a Routing Code to transfer the caller to an external telephone number.
 Select Intercom to transfer the caller to an extension.
8In the Phone Number box, type the extension or external telephone number.
9Click the Submit button.
Creating a Home Mailbox node
1Click the Custom Call Routing heading.
The CCR Tree Administration page appears.
2Click the Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3From the Create Options option, select Home Mailbox Node.
4Click the Submit button.
The CCR Tree Properties page shows the new CCR Tree. The default mailbox for a Home 
Mailbox node is the General Delivery Mailbox.
5Click the Change link for the CCR Tree.
The CCR Mailbox Node Properties page appears.
6In the Mailbox Number box type the extension of the mailbox you want calls to transfer to.
7Click the Submit button. 
						

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Copying a CCR Tree
If you want to create a CCR Tree that is similar to another tree, you can copy a CCR Tree. This 
saves you programming time, because after you copy the CCR Tree you can change the necessary 
nodes.
To copy a CCR Tree
1 Click the  Custom Call Routing  heading.
The CCR Tree Administration page appears.
2 Click the  Create link for the CCR Tree you want to create.
The New CCR Tree page appears.
3 Click the  Copy of tree  option.
4 From the  Copy of tree  list box select the number of the CCR Tree you want to copy.
5 Click the  Submit button.
The CCR Tree Properties page appears.
6 Click the  Change link for each node that you want to change the properties of.
After you make the changes to the CCR Tree, click the Close button. 
						

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CallPilot Manager Set Up and Operation Guide
Adding nodes to the Home node
If you create a CCR Tree with a Home menu node, and you have more choices than fit 
conveniently in the Home node menu, you can create sub-nodes. To create sub-node menus, add a 
Menu node to your Home node menu.
After you determine how many options to offer in a menu, you must determine where each option 
directs the caller.
After you assign a Menu sub-node, assign another set of options in the next level of tree depth. 
Options for each menu can be:
 another Menu
 an Information mailbox
 a Transfer node
 a Mailbox node
You can assign up to eight options to each menu.
A Menu sub-node gives callers single-digit access to another list of options. For example, if your 
Home node menu says:
To place an order press 
. To add your name to our mailing list press . To reach our sales 
department press 
. To speak with our attendant press .
Callers can press 
 to hear more options, such as:
To hear our weekly specials press 
. To speak with the Order Desk press . 
						

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Adding a Menu node
Create a Menu node to organize choices for your callers, or when you have more choices than can 
fit on one menu.
To add a Menu node
1 Click the  Custom Call Routing  heading.
The CCR Tree Administration page appears.
2 Click the  Change link for the CCR Tree that you want to add a Menu node to.
The CCR Tree Properties page appears.
3 Click the  Menu link.
The new Menu node appears on the CCR Tree Properties page.
4 Click the  Change link for the Menu node.
The CCR Menu Node Properties page appears.
5 In the  Caption  box type a caption for the node.
6 To record the Primary and Alternate prompts, click the  Voice button and follow the steps in 
“Recording greetings, prompts and names” on page 47  to record a prompt from your computer
or
follow the steps in  “Importing greetings, prompts or names” on page 49  to select a previously 
recorded prompt.
7 Click the  Submit button.
Adding an Information node
An Information node is an Information mailbox that you add to a CCR Tree.
An Information mailbox can give callers information such as specials, company events, business 
hours or price lists.
To add an Information node
1Click the  Custom Call Routing  heading.
The CCR Tree Administration page appears.
2 Click the  Change link for the CCR Tree that you want to add an Information node to.
The CCR Tree Properties page appears.
3 Click the  Information  link.
The new Information node appears on the CCR Tree Properties page.
4 Click the  Change link for the Information node.
The CCR Information Node Properties page appears.
5 In the  Caption  box type a caption that describes the information, for example,  Store Location 
and Hours .