Nortel CallPilot Manager Instructions Manual
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Chapter 8 Working with CCR Trees 81 CallPilot Manager Set Up and Operation Guide 6From the Destination list box, select a destination. The destination is the location on the CCR Tree that callers go to after the Information message plays: Previous: returns to the Previous menu node Home: returns the call to the Home node prompt Disconnect: disconnects the call 7To record the Primary and Alternate prompts, click the Voice button and follow the steps in “Importing greetings, prompts or names” on page 49 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. These prompts are the information message that the caller hears when they are routed to this node. 8Click the Submit button. Adding a Mailbox node Adding a mailbox node gives callers a mailbox where they can leave a message or listen to an Information Message, depending on the mailbox type. A mailbox cannot receive messages until it is initialized. For information on initializing mailboxes, see “Initializing a mailbox” on page 32. To add a Mailbox node Use a Mailbox node to transfer callers to a Subscriber, Information or Fax On Demand mailbox. 1Click the Custom Call Routing heading. The CCR Tree Administration page appears. 2Click the Change link for the CCR Tree that you want to add a Mailbox node to. The CCR Tree Properties page appears. 3Click the Mailbox link. The new Mailbox node appears on the CCR Tree Properties page. 4Click the Change link for the Mailbox node. The CCR Mailbox Node page appears. 5In the Mailbox Number box type the mailbox number of the Subscriber, Information, or Fax on Demand mailbox you want the call to transfer to. You must create the mailbox before you can assign it to a Mailbox node. 6From the Destination list box, select a destination. The destination is the location on the CCR Tree that callers go to after they leave a message. Previous: returns to the Previous menu Home: returns the call to the Home node prompt Disconnect: disconnects the call 7Click the Submit button.
82 Chapter 8 Working with CCR Trees P09 194 15 0 4 Adding a Transfer node A Transfer node sends a call to an internal or an external number. To add a Transfer 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 Transfer node to. The CCR Tree Properties page appears. 3 Click the Transfer link. The new Transfer node appears on the CCR Tree Properties page. 4 Click the Change link for the Transfer node. The CCR Transfer Node page appears. 5 In the Caption box type where you are transferring the caller to, for example Support Hotline. 6 From 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 access code 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. 7 In the Phone Number box, type the extension or external telephone number. 8 Click the Submit button. About transfers to external numbers When CallPilot transfers a call using a CCR external transfer, it uses two lines. An incoming line connects the caller to the CCR Tree and an outgoing line transfers the caller to the external phone number. Both lines are used while the caller connects to the external phone number. To optimize the use of external lines, the incoming line can be used to make the external transfer. This type of transfer is called a Link transfer. Not all phone lines allow Link transfers. Ask your telephone service provider if your lines support Link transfers before you program CallPilot to use Link transfers. To perform a Link transfer for a CCR external transfer you must press \b before the telephone number. For example, for the telephone number: \b is the telephone number dialed For information on preventing unauthorized calls using outdialing, refer to “Outdial type” on page 28 .
Chapter 8 Working with CCR Trees 83 CallPilot Manager Set Up and Operation Guide Assigning a CCR Tree to a Greeting Table Before incoming callers can access a CCR Tree, you must assign lines to a Greeting Table. For information about assigning lines to Greeting Tables, refer to “Setting the Automated Attendant properties” on page 61. To assign a CCR Tree to a Greeting Table 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 a CCR Tree to. The Greeting Table Setup page appears. 4Select from each CCR Tree list box 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. 5Click the Submit button. Making a CCR Tree a destination in the CLID Routing Table For information about the CLID Routing Table, refer to “About the CLID Routing Table” on page 64. To assign a telephone number to a CCR Destination in the CLID Routing Table refer to “Setting up a CLID Routing Table” on page 66. Testing a CCR Tree After you build a CCR Tree and assign it to a Greeting Table, test the CCR Tree. To test the CCR Tree, call the company number and test each node. Check that: the Home node routes the call as designated each transfer routes the caller to the intended destination each prompt has correct information messages are courteous and easy to understand
84 Chapter 8 Working with CCR Trees P09 194 15 0 4 Disabling a CCR Tree Before you make any changes to a CCR Tree you must ensure service is not disrupted by removing any references to the CCR Tree from the Greeting Tables and the CLID Routing Table. To remove references to a CCR Tree from a Greeting Table 1 Click the Auto-Attendant heading. 2 Click the Greeting Tables link. 3 Click the Change link for the Greeting Table that uses the CCR Tree that you want to disable. The Greeting Table Setup page appears. 4 For each time of day, remove the CCR Tree you want to disable by choosing another CCR Tree number or None from the CCR Tree list box. 5 Click the Submit button. To remove references to a CCR Tree from a CLID Routing Table 1Click the Auto-Attendant heading. 2 Click the CLID Routing Table link. The CLID Routing Table page appears. 3 Click the Change link for the CLID Routing Table rule that uses the CCR Tree that you want to disable. The CLID Setup page appears. 4 To remove the CCR Tree from the CLID Routing Table, either: select another CCR Tree from the CCR Tree list box and enter the path in the Path box or select a Greeting Table , Extension or Mailbox to transfer the call to. 5 Click the Submit button.
Chapter 8 Working with CCR Trees 85 CallPilot Manager Set Up and Operation Guide Changing a node To change the properties of a node 1Click the Custom Call Routing heading. The CCR Tree Administration page appears. 2Click the Change link of the CCR Tree that contains the node you want to change. The node properties page appears. 3Click the Change link for the node you want to change, and change the properties of the node. For information about the node properties, refer to: “Adding an Information node” on page 80 “Adding a Mailbox node” on page 81 “Adding a Menu node” on page 80 “Adding a Transfer node” on page 82 4Click the Submit button. Deleting a node To delete a node 1Click the Custom Call Routing heading. 2Click the Change link for the CCR Tree that has the node you want to delete. The CCR Tree Properties page appears. 3Click the Delete link for the node you want to delete. A message appears that asks you to confirm the deletion. 4Click the OK button. Deleting a CCR Tree Before you delete a CCR Tree, make sure the Tree is disabled. For information about disabling a Tree, refer to “Disabling a CCR Tree” on page 84. To delete a CCR Tree 1Click the Custom Call Routing heading. The CCR Tree Administration page appears. 2Click the Delete link for the CCR Tree you want to delete. A message appears that asks you to confirm the deletion. 3Click the OK button.
87 CallPilot Manager Set Up and Operation Guide Chapter 9 CallPilot reports About CallPilot reports This chapter describes CallPilot reports and explains how to generate and print them. You can use the following reports to view CallPilot programming, status and available message time. Generating a report To generate a report 1Click the Report heading. 2Click the link for the report you want to generate. The report appears in a new window. 3To print the report, click the Print button. 4To close the report window, click the Close button. Types of reports Directory Report This report shows information for mailbox owners listed in the Company Directory and includes: If both Name Recorded and Greeting Recorded are N the mailbox is not initialized. Subscribermailbox owner’s name MBmailbox number Typetype of mailbox Extextension number Name Recordedwhether mailbox owner has recorded their name in the Company Directory Greeting Recordedwhether mailbox owner has recorded a greeting
88 Chapter 9 CallPilot reports P09 194 15 0 4 Mailbox Information Report This report shows for each mailbox: The mailbox can have one or more information messages, which contain an alphanumeric tag and a descriptive string. To reduce the number of report output lines, a mailbox setting or condition is reported only if it is different from the default setting or normal condition. Possible tags are: MB mailbox number Type SUB Subscriber ADM System Administrator GDM General Delivery Mailbox FOD Fax On Demand - Business Communications Manager 2.5 only FOV Fax Overflow - Business Communications Manager 2.5 only NET AMIS or Site INFO Information Directory Name The name of the mailbox. An asterisk appears beside the name if the mailbox name is not in the Company Directory. Ext The mailbox extension. COS The Class of Service for the mailbox. Total The total volume of messages in the mailbox, not including space taken by mailbox greetings, shown as messages (Msg) and minutes (Min). New The total volume of new messages in the mailbox, shown as messages (Msg) and minutes (Min). Outdial The outdial parameters. This setting does not appear for CallPilot Mini. UNINIT Mailbox is not initialized. NONAMEREC Mailbox is initialized, but name is not recorded. NOGREET Mailbox is initialized, but Primary greeting is not recorded. LOCKED Mailbox is disabled because number of incorrect password attempts is exceeded. NOMWI Mailbox has a primary extension, but Message Waiting is disabled. FULL Mailbox is full. NOACCEPT Subscriber has set mailbox to not accepting messages. NOADDRESS Address is not specified.
Chapter 9 CallPilot reports 89 CallPilot Manager Set Up and Operation Guide ALTDN1Alternate extension 1 is defined. ALTDN2Alternate extension 2 is defined. EXPRLINEAn Express Messaging line is defined. Available only on Business Communications Manager 2.5 and CallPilot 150. ATDTA Target Attendant is defined. XFERS ScreenedTransfers are screened. Blind transfers are normal and are not shown. METHOD, LIMITThe delivery method and maximum number of selections for a Fax On Demand mailbox. RETRY, INTThe number of retries and interval in minutes for a Fax On Demand mailbox. OPN/RNPHONEOff-Premise Notification to a telephone. OPN/RNPAGEROff-Premise Notification to a pager. OPN/RNEXTOff-Premise Notification to an extension. OPN/RNSTATUSCurrent status of Off-Premise Notification, and start and stop times. TRANSFThe telephone number used when Outbound Transfer is set to an external destination. FAXPREPreset Fax destination - Business Communications Manager 2.5 only. SELECT, SIZEFor each document in a Fax On Demand mailbox, lists selection ID and size in equivalent message minutes - Business Communications Manager 2.5 only. AMIS, MBOXSystem access phone number and target mailbox number of a AMIS Network Delivery mailbox. SITE, MBOXSite address of a Network Delivery mailbox.
90 Chapter 9 CallPilot reports P09 194 15 0 4 All Mailbox Activity Report The Mailbox Activity Report shows seven day usage information for all Subscriber mailboxes on the system. The starting point of this report is the last full day of activity. For example, if the full day of activity is Tuesday, the report begins on Tuesday and goes back seven days to the previous Wednesday. When you print this report, check that the printer has enough paper. Because of the size of this report, print at night or during a slow time. To get the full benefit of this report, print it on the same day each week and reset the statistics after each printing. The Mailbox Activity Report shows: number of messages recorded and their total length and average length number of times the maximum message length is reached number of messages received and their total length and average length number of times the mailbox is accessed for log on or call answering, with total connect minutes and resulting average average time before new messages are played average time before messages are deleted number of times when log on authentication fails three times in succession. (A possible attempt at unauthorized access to a mailbox.) cumulative averages for the above whether Primary, Alternate and CLID-based Greetings are recorded After you generate this report, you can reset the statistics to set the counters to zero. If you reset the statistics, all the Subscriber mailboxes are affected, not just a selected mailbox. Event Log Report The Event Log Report lists events that can help you diagnose system problems. Events are shown with their date, time and error message.