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Avaya Business Communications Manager - CallPilot Manager User's Manual

1. Chapter 6 Setting up the Auto Attendant About the Auto Attendant The Auto Attendant can answer your company s incoming telephone calls from an external user The Auto 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 Auto 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 are directed to the Auto Attendant unless you configured a CCR Tree See Planning a CCR Tree on page 81 for information about creating a CCR menu Auto Attendant overview Incoming call Auto Attendant answers Company greeting plays Auto Attendant Menu options play See Auto Attendant Menu on page 69 Avaya Call Pilot Manager Set Up and Operation Guide 60 Chapter 6 Setting up the Auto Attendant
2. Record greeting RETRY Ok Accert greeting RETR PLAY OF 1 Press 41 QJ 8 J Follow the voice prompts or the display button options to open the Information mailbox Do not enter your mailbox number or password Enter the mailbox number and password of the Information mailbox If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press GREET or e Go to step 3 Press REC or f Press PRIME or ff to record the Primary Information mailbox message or press ALT or 2 to record the Alternate Information mailbox message Press YES or 1 and record the message at the tone Press OK or to end the recording Press OK or to accept the recording or press PLAY or to listen to the greeting or press RETR or to rerecord the greeting Press 4 to end the session Avaya Call Pilot Manager Set Up and Operation Guide 158 Chapter 16 Broadcast and Information messages NN40170 300 159 Chapter 17 Troubleshooting CallPilot This chapter gives solutions to problems that can occur when you operate CallPilot The Auto Attendant does not answer calls e Verify that you have assigned the lines to the Greeting Table and the Answer Mode for the line is Auto Attendant This means that Business Communications Manager is set to answer the line e All the channels
3. Greeting Tables A Greeting Table stores the recordings that Auto Attendant plays to callers The Avaya BCM has 99 greeting tables that can be assigned to individual incoming lines You can store a maximum of 250 Company Greetings with a Avaya BCM Only four greetings can be assigned to a Greeting Table at one time You can assign the same four greetings to each table or you can assign unique greetings to each table Greeting Table 1 Setup i Non Morning Afternoon Evening Business Greeting 1 5S 2 B 3 N 4 CCR Tree None None None None Disable DN ig ae we Dialing Monday 12 00 AM 2 00PM 6 00 PM 6 00 PM eg 12 00 AM Tuesday 12 00 AM 2 00 PM 6 00 PM 16 00 PM eg 12 00 AM Wednesday 12 00AM 12 00PM 6 00PM 6 00PM_ eg1200 am Thursday 12 00AM 12 00PM 6 00PM 6 00PM eg 1200 am Friday 1200AM 1200PM 6 00PM 6 00PM ea12 00 am Saturday 12 00AM 12 00PM 6 00 PM 6 00 PM eg 12 00 AM Sunday 12 00 AM 2 00PM 6 00PM 6 00 PM eg 12 00 AM Avaya recommends using greetings 1 through 16 as your daily business greetings and greetings 17 through 250 as special greetings Each Greeting Table is divided into four times of day The following 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
4. 0 cee e eee eee 155 To record and send a Broadcast message Norstar Voice Mail 156 To record and send a Broadcast message CalllPilot ecsceeeeeeeeeeeeeeeeeeeeeeeeees 156 To record ani Information mailbox MESSAGE cisiiecccscessseessenestoncisessseestcetessseeseend rsen 159 Troubleshooting CallPilot 0 00 e eee e eee ee eee 161 CallPilot configuration tipS 0 ec eee ee eee eee eee 167 TS sl ete lpe Be Gb s are eee nee eeereenerereerer E eri aeey cnr ny ere rerrrerrer Toner 168 m Your Toes Dance aUai ener meer rer Tose rere EN S ret ery creer 169 Tho CRN ital VECO pO n dace iets 169 Greeting Table 1 for On Your TOOS sccicpssncstesscscanesaeaesttatessshtes ieee 170 Tie Costume RM ensue aa eatiaammas cies aes 170 Bridge Sione Enans gnensensaat a a a E 171 The conval Pe Capea unani 171 Greeting Table 1 for Bridge Stone Engineering essssesssesesressrrserresssrserirsernrsrrnserne 172 The Customer Service and Sales department s sssseesseessreessessresrnsernrsrinssrinrernnne 172 THEMAAT aa trad ne ee Roe 173 Shipping anid Roca eie laiesensdtiadielata ccatteseenmaiaesss 173 Default configuration values sssusunssnunnnnnnnnnnnnnnnnnn 179 Eeee le EETA E E E E E A E E ER E 183 Avaya Call Pilot Manager Set Up and Operation Guide 6 Task List NN40170 300 Contents Chapter 1 Getting Stared ccccccscceieievierecascdieicee en eer Ena 13 ARDUIN TONGS 4 53 4c aces es e
5. Contact Center Reports Configuration Operations System timeout Main Menu Add Mailbox Change Delete Mailbox Group List Administration System Properties Operator Settings A Call Pilot Manager session times out after 20 minutes of inactivity This is a security feature that prevents unauthorized access to the system If your session times out the login page and a session time out message appear You must log on to continue programming CallPilot If the system times out while you are working on a page any settings that you have not entered on the system by pressing the Submit button are not entered You must log on to Call Pilot Manager and re enter this programming Avaya Call Pilot Manager Set Up and Operation Guide 24 Chapter 2 Using CallPilot Manager Resetting the System Administrator password If you have a BCM system there is no dedicated or default CallPilot System Administrator user ID or password You can create users with CallPilot rights in Business Element Manager You can also reset the System Administrator password and change users passwords in Business Element Manager See the Avaya BCM Administration and Security Guide for more information Note If you reset the System Administrator password log on to Call Pilot Manager and create a new password immediately to prevent unauthorized access to the system While the default password is used CallPilot
6. a Choose option OPER HDE Atdt avail H CHHG NEXT Psu RETRY Ok ett tt thas RETR Ok Reset database WES HO Resetting System ready 1 On a telephone on your system press eJBJBJ Enter the Operator password and press OE The default password is 6 7 8 J Z 2 8 6 7 Operator Press OPER This option appears if you have Intelligent Contact Center installed If you do not go to step 4 Press fi Type the password 7 8 4 6 7 8 6 6 Reinstall Press OK Press WES A message appears that says that the reinstallation is in progress When the reinstall is complete the displays shows System reads The next time you log on the Quick Installation Wizard appears NN40170 300 Chapter 14 CallPilot Manager operations 133 Changing the Operator settings Setting the Auto Attendant Status When your company Receptionist or Operator is available to respond to callers set the Auto Attendant Status to Yes When your company Receptionist or designated Operator goes for a break or leaves in the afternoon set the Auto Attendant Status to No When the Auto Attendant Status is set to No a caller who requests an Operator is informed the Operator is not available and is transferred to the Menu options to dial another extension or leave a message To set the Auto Attendant Status 1 Click the Operations h
7. e 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 e 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 e Select Route to use a Routing Code to transfer the caller to an external telephone number e Select Intercom to transfer the caller to an extension In the Phone Number box type the extension or external telephone number Click Submit To create a Home Mailbox node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Create link for the CCR Tree you want to create The New CCR Tree page appears From the Create Options option select Home Mailbox Node Click Submit The CCR Tree Properties page shows the new CCR Tree The default mailbox for a Home Mailbox node is the General Delivery Mailbox Click the Change link for the CCR Tree The CCR Mailbox Node Properties page appears In the Mailbox Number box type the extension of the mailbox you want calls to transfer to Avaya Call Pilot Manager Set Up and Operation Guide 88 Chapter 8 Working with CCR Trees 7 Click Submit 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 C
8. AVAYA Avaya Call Pilot Manager Set Up and Operation Guide Avaya Business Communications Manager Release 6 0 Document Status Standard Document Number NN40170 300 Document Version 02 02 Date October 2010 AVAYA 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products
9. Destination On a CCR Tree the Destination determines where callers are directed after they listen to information or leave a message in a mailbox The Destination types are e Previous returns the caller to the Previous menu Home returns the caller to the Home Menu e Disconnect disconnects the call Display A one line or two line display on the business telephone that shows CallPilot commands and options Display buttons The three buttons that appear below the display on a two line display telephone When pressed these buttons select the specified CallPilot option Display options The choices that appear on the display of a two line display Options that appear on the display can be selected using the display or dialpad buttons Envelope information A date and time stamp that appears on all messages left in a mailbox When a message is left by another mailbox owner envelope information includes the message sender s name Extensions A two to seven digit number that is used to reach a designated telephone The extension length ranges from two to seven digits Feature code A unique three digit code used to access CallPilot features and options General Delivery Mailbox One of the two Special Mailboxes that hold messages for individuals who are not assigned a Subscriber mailbox The other Special Mailbox is the System Administrator Mailbox Avaya Call Pilot Manager Set Up and Operation Guide 184 Glossar
10. Setting Dialing Translation properties Setting the Dialing Translation properties makes it easier to build a Dialing Translation Table It is not a prerequisite of operating CallPilot to set the Dialing Translation properties To set the Dialing Translation properties N Oo oO fF W Click the Configuration heading Click the Dialing Translation Properties link The Dialing Translation Properties page appears In the Long Distance Access Code box type the long distance access code In the Area Code box type the area code In the Access Code box type the access code Select the Enable Reply Translation box if you want to enable reply translation Click Submit Building a Dialing Translation Table To build a Dialing Translation Table you must enter an Input value and an Output value for each entry The Input value is the number that the system looks up in the Dialing Translation Table If the corresponding entry matches the system substitutes the Output value for the Input value The resulting number is ready to dial on the local network Refer to An example of a Dialing Translation Table from a site in metropolitan Toronto on page 124 To build a Dialing Translation Table 1 2 Click the Configuration heading Click the Dialing Translation Table link The Dialing Translation Table page appears Click Add The Dialing Translation Setup page appears In the Input Value box type the input value In the Output Valu
11. To reach our sales department press 2J To reach our shipping and receiving department press B To speak with our receptionist press 0 The Customer Service and Sales department This department has two receptionists two customer service representatives two sales agents a sales manager and a customer service manager CallPilot is set up to answer all calls Callers can select either customer service or sales from the CCR Home Menu voice prompt Incoming calls for customer service transfer directly to the customer service receptionist Incoming calls for sales transfer directly to the sales receptionist NN40170 300 Chapter 18 CallPilot configuration tips 171 The managers Bridge Stone managers have a personal CO line that appears on their private telephone and their receptionist s telephone The receptionists answer the managers calls and then transfer the calls to the manager s telephone If a manager is unavailable to take a call the call rings back at the receptionist s set The receptionist handles the call by asking the caller to leave a voice message in the manager s mailbox If the caller wants to leave a message the receptionist transfers the caller using the CallPilot Transfer feature 41 9 8 6 When CallPilot is set up this way CFNA for the manager s set is not used The receptionist answers the manager s calls and uses CallPilot s Transfer feature to transfer the cal
12. A CallPilot choice that is given to a caller through voice or display prompts 2 An optional CallPilot feature that you enable with a software authorization code Outdial type The Outdial type determines which line or line pool the system uses for Off premise Message Notification Outbound Transfer or when a mailbox owner replies to a message left by an external caller Password A four to eight digit number that is entered on the dialpad A password is used to open mailboxes or perform configuration tasks Path A Path is the course an incoming call takes to or through one or more menus on a CCR Tree to reach a destination NN40170 300 Glossary 187 Path number An identification number assigned to a Path on each CCR Tree The number represents the sequence of digits that callers enter to route themselves along the Path Primary Greeting The main greeting played to callers Programmable memory buttons Buttons on display telephones that can store feature codes and numbers Reports The Reports used to view CallPilot programming the amount of available message storage time and CCR programming and administration Resetting passwords A System Administrator task that changes a mailbox password from its current password back to the CallPilot default password of 0000 Resetting CallPilot Returning CallPilot to its default settings Special Mailboxes The two mailboxes used by the System Administrator a
13. The default Class of Service for the System Administrator Mailbox is 7 You can change the Class of Service at any time For information about changing the Class of Service refer to Changing mailbox settings on page 45 Avaya Call Pilot Manager Set Up and Operation Guide 26 Chapter 3 CallPilot mailboxes 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 Warning Change the General Delivery Mailbox password frequently to A minimize the risk of unauthorized activity Default General Delivery Mailbox number and password combinations For a mailbox the default General and the default number length Delivery Mailbox General Delivery so the combined mailbox number of number is Mailbox password is and password is 10 100000 100 1000000 1000 10000000 10000 100000000 100000 1000000000 1000000 10000000000 The default Class of Service for the General Delivery Mailbox is 1 You can change the Class of Service at any time For information about changing the Class of Service refer to Changing mailbox settings on page 45 The General Deliv
14. You map a DN to Express Messaging The caller connects directly to the Express Messaging feature With Express Messaging callers can leave a message in any subscriber s mailbox without making the subscriber s phone ring For example an assistant can directly call their manager s voice mail mailbox without disturbing their manager Name Dialing You map a DN to Name Dialing The caller connects directly to the Name Dialing feature The caller is prompted to enter the number or name of the person they wish to reach If the caller wants to enter the name they are prompted to spell the person s name using the dialpad Auto Attendant You map a DN to Auto Attendant The caller connects directly to Auto Attendant The Auto Attendant prompt asks the caller to enter the extension they wish to call press the pound key to use the company directory to dial by name or press the star key to leave a message in a mailbox Greeting Table You map a DN to a Greeting Table An external caller connects directly to the Greeting Table Callers hear the Company Greeting followed by Touchtone Gate if enabled If callers press 1 or if Touchtone Gate is set to none callers hear the CCR Tree if enabled that is configured for that time of day Only external callers get the Greeting Table service If the caller is internal they connect to the Auto Attendant Adding or changing Service DN Table entries To add a Service DN Table entry 1 Click the Co
15. allows a fax to be sent immediately If the Fax Only option is not selected the caller hears a greeting and can leave a voice or fax message 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 the line from the mailbox The prime set for the Express Messaging Line must be set to the voice mail DN The line must not ring anywhere in the system For more information refer to your system documentation Express Messaging is not enabled by default 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 Auto Attendant or Custom Call Routing CCR but not to calls that are routed from a CCR Tree Transfer node Call Screening also does not apply to internal calls or calls that are placed to a mailbox owner s dedicated line If a caller is calling from a line for which the mailb
16. if a local number is prefixed with the long distance code 1 it is removed by the Dialing Translation Table The Dialing Translation process is immediate so calls do not take any longer to dial Some telephone numbers do not need to be changed before dialing CallPilot can function without a Dialing Translation Table except that the Reply feature cannot be used Phone number Translation The Dialing Translation Table must define each possible case where a change is needed to allow the number to be dialed on the local network The Dialing Translation Table changes Network extensions into numbers that can be dialed on the local network The Network extension form of a phone number is the usual form in which the number appears For example the phone number 403 555 5050 in its Network extension form must be translated into a number that can be dialed on the local telephone network The Dialing Translation Table follows the rules required to make the call Avaya Call Pilot Manager Set Up and Operation Guide 124 Chapter 12 Dialing Translation Examples of Dialing Translation Tables The following tables are examples of Dialing Translation Tables and how they function Every Dialing Translation Table entry consists of an Input value column and an Output value column The values in the Input column represent the leading digits of the Network extensions which if matched are replaced by the corresponding value in the Output column The aft
17. see the Avaya Business Communications Manager Find Me Follow Me Administration Guide NN40010 678 Click Submit NN40170 300 Chapter 11 Service Directory Numbers 117 Chapter 11 Service Directory Numbers About Service Directory Numbers The Service Directory Number DN Table links individual directory numbers to specific features You set up the Service DN Table with entries that map a DN to a feature The service DN Table can have a maximum of 30 entries A Service DN can be a e DN associated with a Business Series set You must plug the set into the BCM for the DN to function as a Service DN The DN must be set to Call Forward All Calls CFAC or Call Forward No Answer CFNA to the voice mail DN e DN associated with a GASI port You do not have to plug the analog phone set into the BCM for the DN to function as a Service DN The DN must be set to Call Forward All Calls CFAC or Call Forward No Answer CFNA to the voice mail DN e hunt group DN The user of a Service DN with a hunt group has two intended uses 1 To allow a call into a functional hunt group to overflow and receive treatment as in accordance with the configured Service DN For example if a hunt group call is not answered then an overflow to a Service DN can be configured so the caller reaches the Auto Attendant or a specific Greeting Table Configure a Service DN number to be the same as the hunt group number The hunt group must have a valid member a
18. 40 CallPilot 150 300 Business Communications Manager 998 Avaya Call Pilot Manager Set Up and Operation Guide 162 Chapter 17 Troubleshooting CallPilot Incomplete messages are received in a mailbox or Message delivered plays while recording a message or a CallPilot session ends unexpectedly These situations can be caused by a problem called Talk Off Talk Off occurs if CallPilot interprets certain voice patterns as Dual Tone Multi Frequency DTMF dialing tones DTMF dialing tones are produced when buttons are pressed on a touch dial telephone When you press a button on the dialpad CallPilot receives a DTMF dialing tone and performs the correct operation For example after you enter your mailbox password you can press the button The DTMF dialing tone sent to CallPilot indicates you have finished entering your password Some voice patterns are the same as DTMF dialing tones This can make CallPilot function incorrectly For example if in the middle of a message you say something that sounds like a DTMF dialing tone created by pressing the pound button the recording session ends Correcting Talk Off requires adjustments to your CallPilot system Call your advice line for more information This can also occur if a message that is left is too long You cannot create a Group List The maximum number of Group Lists that can be created is 99 The CallPilot Group List must be enabled during installation If the Gr
19. Attendant or press 0 during a call answering session The Enable Bilingual check box is not selected by default If you clear this check box alternate language prompts are not available Disabling bilingual operation affects e language designations for Auto Attendant greetings e voice prompt selections for callers who use the Auto Attendant e voice prompt selections for callers who transfer to mailbox greetings Select a primary language from the Primary Language list box Prompting occurs in this language Select an alternate language from the Alternate Language list box The alternate language cannot be the same as the primary language Select the Canadian Pronunciation check box if you want voice prompts that include the letter z to be pronounced zed instead of zee The Canadian Pronunciation check box appears only if North American English is the primary or alternate language From the Directory Search By list box select first name last name or both The default is last name Select the Enable CallPilot User Interface check box if you want to let subscribers select Norstar Voice Mail or CallPilot as their mailbox user interface In the Name Prefix box type a one or two digit prefix that controls CallPilot style addressing The default is 11 If the CallPilot User Interface is enabled this value must be NN40170 300 Chapter 10 CallPilot system properties 115 21 22 23 24 25 26 27 28 specifi
20. 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 81 Avaya Call Pilot Manager Set Up and Operation Guide 66 Chapter 6 Setting up the Auto Attendant 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 Auto 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 Click the Change link of the Greeting Table you want to set up 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 Auto Attendant Time of Day Blocking Callers can search the Company Directory for a name or enter an extension number to direct their calls T
21. Caption box type where you are transferring the caller to for example Support Hotline From the Outdial Method list box select an outdial method The outdial method is the telephony resource that is used to transfer the call e 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 e 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 e 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 In the Phone Number box type the extension or external telephone number Click Submit 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 before
22. Class of Service you select If you want to change the name in the Name box type the new name The name can be a maximum of 16 alphanumeric characters and cannot contain blank spaces If you want to change the maximum mailbox message time in the Max Mailbox Msg Time box type a value from 1 180 minutes NN40170 300 Chapter 4 Working with mailboxes 47 10 11 12 13 14 15 16 17 18 19 20 If you want to change the maximum message length in the Max Message Length box type a value from 1 60 minutes if you use Avaya BCM If you want to change the message retention period in the Message Retention Period box type a value from 1 365 days or type 0 if you do not want messages to be purged If you want to change the maximum greeting length in the Max Greeting Length box type a value from 1 30 minutes If you want change the Off premise Message Notification setting select or clear the Enable Off premise Msg Notification Remote Notification check box If you want to change the amount of time between retry intervals for message delivery in the Retry Intervals box type a value from 1 120 minutes If you want to change the maximum number of attempts for message delivery in the Max Number of Attempts box type a value from 1 20 If you want to change the Outbound Transfer setting select or clear the Enable Outbound Transfer check box The default is not selected If you want to change the max
23. 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 139 NN40170 300 Chapter 6 Setting up the Auto Attendant 61 Greeting Tables that use the alternate language If you use two languages record the primary prompts in the primary language and the alternate prompts in the alternate language If you use primary and alternate languages it is 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 Holiday List You can create a list of holidays with their own special greetings in the Holiday List The Holiday List can have a maximum of 100 holidays For each holiday you can assign greetings and CCR Trees based on the time of day You can create holidays that occur once or you can create recurring holidays that take place on the same day each year such as Valentine s Day which occurs on February 14 every year To add an entry to the Holiday List 1 Click the Auto Attendant heading The Lines Administration page appe
24. Find Me Follow Me by selecting a Class of Service for the mailbox that has Find Me Follow Me enabled You must have the Class of Service and mailbox configured for FindMe Follow Me before you can change FindMe Follow Me setting See Changing mailbox settings on page 45 To use Find Me Follow Me you must purchase a Find Me Follow Me keycode with the appropriate amount of seats for the number of mailboxes you want to enable For more information about configuring Find Me Follow Me see the Avaya Business Communications Manager Find Me Follow Me Administration Guide NN40010 678 Clear the Display in Directory check box if you do not want the mailbox owner s name to appear in the Company Directory Clear the Enable Message Waiting check box if you do not want Message Waiting Notification to appear on the mailbox owner s telephone display From the Outdial type list box select Line and type the specific outgoing line you want to assign for outdialing or select Pool and type the Line Pool number you want to assign for outdialing or Avaya Call Pilot Manager Set Up and Operation Guide 40 Chapter 4 Working with mailboxes 13 14 15 16 17 18 19 20 21 22 select Route to assign a route code for outdialing or click None if you do not want to assign outdialing capabilities Select the Enable Auto Login box if you want to assign Auto Login to the subscriber In the Alternate Ext 1 box type the Alternate
25. Routing Table For information about the CLID Routing Table refer to About the CLID Routing Table on page Ta To assign a telephone number to a CCR Destination in the CLID Routing Table refer to Setting up a CLID Routing Table on page 75 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 e the Home node routes the call as designated e each transfer routes the caller to the intended destination e each prompt has correct information e messages are courteous and easy to understand NN40170 300 Chapter 8 Working with CCR Trees 97 One button access to CCR trees After you create a CCR Tree you can program one button access to any of its nodes To do this you create a feature code for the tree node you wish to access at the push of a button If you need to access several nodes at the push of a button you must create a range of feature codes and assign each feature code to the different CCR Tree Nodes 1 Onthe Auto Attendant properties page set the feature code range and number of feature codes assigned to the different CCR trees For more information refer to Setting the Auto Attendant properties on page 70 Build your CCR tree Program memory buttons on the telephone set using F 3 to correspond with the feature codes assigned in the Auto Attendant properties page Refer to
26. Set Up and Operation Guide 44 Chapter 4 Working with mailboxes From the Class Of Service list box select a Class of Service Select the Display in Directory check box if you want the mailbox owner s name to appear in the Company Directory 7 Select the Enable Message Waiting check box if you want Message Notification to appear on the mailbox owner s telephone display 8 From the Outdial Type list box select Line and type the specific outgoing line you want to assign for outdialing or click Pool and type the Line Pool number you want to assign for outdialing or click Route to assign a route code for outdialing or click None if you do not want to assign outdialing capabilities 9 Select the Enable Call Screening check box to assign screened transfers to the mailbox owner or clear the Call Screening check box to assign blind transfers to the mailbox owner 10 Click Submit About mailbox passwords Each mailbox is protected by a password established by the mailbox owner When you add a mailbox to CallPilot Manager the password 0000 is assigned This is the default password To use a mailbox a mailbox owner must change the default password The new password must be four to eight digits in length and cannot start with a zero If a mailbox owner cannot remember the password you can reset the password to the default password 0000 Refer to To reset a mailbox password on page 46 Note Change the System Administrat
27. The number of mailboxes using a COS with Message Forwarding do not have to be the same mailboxes using CallPilot Unified Messaging You can configure Message Forwarding when the BCM is configured with or without DNS For more information see the Avaya Business Communications Manager Configuration Telephony NN40170 502 for details to configure the IP Settings or DNS configuration If you use DNS ensure the BCM Fully Qualified Domain Name FQDN for example lt BCM System Name gt lt Domain Name gt can be resolved and is reachable by the Outgoing SMTP Mail Proxy Server For example If the BCM System Name is bem and the Domain Name is example com in Business Element Manager then the Outgoing SMTP Mail Proxy Server must be able to reach ping bem example com Configuring Message Forwarding You configure Message Forwarding in two parts 1 Asan administrator you configure Message Forwarding in Call Pilot Manager You must activate Message Forwarding so a mailbox owner can set up Message Forwarding in Mailbox Manager e Enter the IP address or if the BCM is configured with DNS the fully qualified domain name for the SMTP mail proxy server Avaya Call Pilot Manager Set Up and Operation Guide 144 Chapter 15 Message Forwarding e If required enter the account name and password for the SMTP mail proxy server Some Internet Service Providers ISP require SMTP authentication for outgoing mail for security purposes I
28. after the Company Greeting and when an internal mailbox owner with a one line display telephone accesses the Auto Attendant The default Auto Attendant Menu prompt is Using the dialpad please enter the extension you wish to call To use the directory press To leave a message press To reach an Operator press 0 Recording a Custom Menu If you do not want to use the default Auto Attendant Menu prompts you can enable the Custom Auto Attendant Menu Prompts in the Greeting Tables 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 P for French Note Avaya recommends you record prompts that are at least eight seconds in length To record a Custom Menu prompt 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Click the Change link of the Greeting Table you want to set up At the Custom Auto Attendant Menu Prompts option select the Enable check box To record the primary and alternate prompts click Voice and follow the steps in Recording greetings prompts and names on page 53 to re
29. assign how you want the telephone number to transfer If you want calls from this number to transfer to Avaya Call Pilot Manager Set Up and Operation Guide 76 Chapter 6 Setting up the Auto Attendant 6 e a Greeting Table select the Greeting Table option and from the list box select a Greeting Table number e an extension select the Extension option and in the box type the destination extension number e a mailbox select the Mailbox option and in the box type the destination mailbox number e a CCR Tree select the CCR Tree option and 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 Click Submit To change a telephone number in the CLID Routing Table 1 2 6 Click the Auto Attendant heading Click the CLID Routing Table link The CLID Routing Table page appears Click 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 Edit the entry by changing the telephone number in the Calling Line ID box or by changing the transfer options for the number If 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 ca
30. box type the Greeting Table number you want to assign to the lines In the Number of Rings box select the number of rings before the system answers Click Submit Avaya Call Pilot Manager Set Up and Operation Guide 78 Chapter 6 Setting up the Auto Attendant NN40170 300 79 Chapter 7 Custom Call Routing About Custom Call Routing With Custom Call Routing CCR you can replace Auto 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 a paging system or an external number have their call parked and a page generated go to a sub menu Custom Call Routing overview Incoming call Auto Attendant answers Company greeting plays Custom Call Routing Home Node Auto Attendant Menu options play options play See Auto Attendant Menu on page 69 See Example of a Home node on page 81 Avaya Call Pilot Manager Set Up and Operation Guide 80 Chapter 7 Custom Call Routing 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
31. can change these mailbox options which are not included in the mailbox Class of Service e Company Directory e Message Waiting Notification e Outdial type e Auto Login e Alternate extension e Express Messaging Line e Call Screening e Mailbox Restrictions NN40170 300 Chapter 3 CallPilot mailboxes 33 e Park and Page 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 45 Message Waiting Notification Message Waiting Notification gives subscribers a visual indication on their telephone display when they have new messages The default value for Message Waiting Notification is Yes Message Waiting Notification displays Message for you ona subscriber s display telephone when they have a message When you create Guest mailboxes set Message Waiting Notification to No Guest Mailboxe
32. default extension Psu RETR Ok Choose oFtion OPER MODE Atdt avail Y CHHG HEST Atdt Crone 3 CHHG OK Ext RETR GUIT Atdt xxx CHHG HEST 1 Press RJ BJBJ Enter the Operator password and press OK Press OFER This display appears if you have Intelligent Contact Center installed If you do not have Contact Center installed go to step 4 Press HET until you see the display in step 5 Press CHHG Enter the Operator extension Press to end the session Callers who request the Operator are transferred to the new extension If the Operator does not answer the call is transferred to the General Delivery Mailbox NN40170 300 Chapter 14 CallPilot Manager operations 139 Setting the Business Status The Business Status setting overrides the Morning Afternoon and Evening Greeting Tables If you set the Business Status to Yes greetings are played according to the time scheduled in the Greeting Tables For example if Business Status is set to Yes the Morning Afternoon and Evening Greetings play automatically according to the start times programmed in the Greeting Tables When the receptionist sets the Business Status to No at the end of the business day or prior to the weekend the Non business hours Greeting plays until the receptionist sets the Business Status to Yes Have the receptionist or designated Operator change the Business Status to Yes in t
33. extension If you do not require an alternate extension leave this box empty If you require additional alternate extensions repeat step 13 for Alternate Ext 2 Alternate Ext 3 Alternate Ext 4 and Alternate Ext 5 boxes If you do not require other alternate extensions leave these boxes empty Select the Enable Call Screening check box to assign screened transfers to the mailbox owner or clear the Call Screening check box to assign blind transfers to the mailbox owner To assign an Express Messaging Line to the mailbox in the Express Messaging Line box type the line number To enable Mailbox Restrictions select the Enable Mailbox Restrictions check box This limits external login access or internal administration to a subscriber mailbox If the subscriber wants to use the Express Messaging Line to accept faxes only and not voice messages select the Fax Only check box To assign Park and Page to the mailbox a from the Page Type box select Internal Zone Overhead Paging Both or None The default is none b from the Paging Zone box select 1 2 3 4 5 6 or All The default is 1 If the paging type is overhead paging this setting is ignored from the Page Retries box select 0 1 2 3 4 or 5 The default is 1 in the Retry Interval box enter the number of seconds between paging retries The range is 5 300 seconds The default is 15 seconds In the Email Address box type a Message Forwarding e mail address for the subscribe
34. handles all calls from the studio s published telephone number If the receptionist does not answer the telephone within four rings the Auto Attendant answers the call The receptionist is also the Direct Dial Operator Whenever a caller presses 0 to speak with the operator the call transfers back to the receptionist Here is how On Your Toes Dance Studio s communication system works The On Your Toes Dance Studio s public telephone number is 555 2468 The studio subscribes to custom calling services from the telephone company This number forwards to any available non busy line in a group of six lines All six lines appear on the receptionist telephone CallPilot is the Prime Set for each of the six lines The Delayed Ring Transfer DRT feature is set to forward unanswered lines to the Auto Attendant The DRT to Prime is set to Yes and the DRT Delay is set to four Note Delayed Ring Transfer is a system wide call handling feature All lines programmed as DRT to Prime are forwarded after four rings This is done by setting the Prime Set of the line to the CallPilot extension Avaya Call Pilot Manager Set Up and Operation Guide 168 Chapter 18 CallPilot configuration tips Greeting Table 1 for On Your Toes Greeting 1 Good morning You have reached On Your Toes Dance Studio The studio is closed at this time Stay on the line to leave a message The CallPilot voice prompts play after the greeting Y
35. message When they select this option the caller automatically transfers to a mailbox to leave a message Level The Home Menu is on Level 0 As sub menus are added the caller progresses through the levels of the CCR Tree A total of 10 levels can be created from 0 to 9 Mailbox A storage place for messages on the CallPilot system Mailbox number length The number of digits allowed in a mailbox number The mailbox number length ranges from two to seven digits Mailbox properties Optional parameters in addition to the Class of Service values Mailbox properties are Include in Company Directory Alternate extensions Express Messaging Line Call Screening Message Waiting Notification and Outdial type Menu A voice prompt you record that provides a caller with a list of up to eight options There is one default pre recorded menu the Auto Attendant Menu that plays after the Company Greeting You can replace this default menu with a custom menu or you can assign the CCR Home Menu to play instead of an Auto Attendant menu Message Delivery Options Message sending options that are stamped onto a message A Message Delivery Option can be assigned to a message after it is recorded The Message Delivery Options for the Norstar Voice Mail interface are Normal Certified Urgent Private and Timed The Message Delivery Options for the CallPilot interface are Normal Urgent Private Acknowledge and Timed Avaya Call Pilot
36. on your phone Transfer 2 9 8 6 Transfers calls to a mailbox on the CallPilot system Interrupt a Intercepts a caller who is listening to your mailbox greeting 2 eje e or leaving a message NN40170 300 Appendix A Default configuration values 179 Feature code name Dialpad buttons Description Name Dialing Q Lets you dial calls by searching the Company Directory MeetMe Conferencing Establishes a teleconference when each callers calls into a 9 8 oO specified telephone number and extension at an agreed upon time Record A Call Q Q Records a call and stores it in your mailbox Avaya Call Pilot Manager Set Up and Operation Guide 180 Appendix A Default configuration values NN40170 300 181 Glossary AA See Auto Attendant Administration The tasks involved in maintaining CallPilot mailboxes Greetings set up and configuration Administration also involves setting up and maintaining CCR Trees Alternate extensions An alternate extension gives a subscriber Message Waiting Indication on up to two other telephones that they can access their mailbox from Alternate extensions are available only on Subscriber mailboxes Alternate Greeting An alternate greeting that a subscriber records for an exceptional occasion such as an absence Alternate Language An alternate language used for greetings and prompts To use an alternate language y
37. services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON B
38. 2 Click Submit The mailbox owner using Mailbox Manager must enable Message Forwarding and enter the appropriate information to forward the voicemail messages For more information access Mailbox Manager at https lt BCMIPaddressOrHostName gt Mailbox Manager Troubleshooting Message Forwarding This section contains examples of advanced troubleshooting procedures You must be a system administrator to perform these procedures Alarms of minor severity are raised when forwarding a message fails and corrective action may be required by the administrator Additional information level logging are in the Call Pilot Manager Event Log report The Call Pilot Manager Event Log report is the STLog out diagnostic log file The smtp log diagnostic log file can used to investigate incoming SMTP issues The STLog out contains log entries for every failed forwarded message and shows alarms generated The ERROR log entry below shows a Message Forwarding alarm NN40170 300 Chapter 15 Message Forwarding 147 2008 05 13T09 49 41 674 ERROR STLog 44013 VoiceMail Message Forwarding Mailbox 300 The mailbox does not exist Note The user must re enable Message Forwarding after issues are resolved except for network issues Example 1 A connection to the Outgoing SMTP Mail Proxy Server could not be established When forwarding a message fails due to network issues e The user s Message Forwarding remains Enabled e The sy
39. 3 ai 15 3 30 1 Yes 5 Yes 9 90 Yes Yes Disabled None Primary NVM No No Yes 4 Change 15 3 30 1 Yes 5 3 Yes 9 90 Yes Yes Disabled None Alternate NVM No No Yes 1 Change 3 15 T 0 1 Yes 10 5 Yes 9 90 Yes Yes Disabled None Primary NVM No No Yes 1 Change 4 15 Zi 0 1 Yes 10 5 Yes 9 90 Yes Yes Disabled None Alternate NVM No No Yes 4 Change 5 5 3 E 1 No 15 T No 6 60 No No Disabled None Primary NVM No No Yes 1 Change amp 5 3 vA 1 No 15 T No 6 60 No No Disabled None Alternate NVM No No Yes x Change Z 20 2 15 10 Yes 30 9 Yes 4 30 Yes Yes Disabled None Primary NVM No No Yes 1 Change 8 20 2 15 10 Yes 30 9 Yes 4 30 Yes Yes Disabled None Alternate NVM No No Yes 1 Change 9 10 3 365 1 Yes 5 3 Yes 9 90 Yes Yes Disabled None Primary NVM No No Yes 1 Change 10 10 3 365 1 Yes 5 3 Yes 9 90 Yes Yes Disabled None Alternate NVM No No Yes i Change i 30 ri 60 2 No 10 5 No 9 90 No No Disabled None Primary NVM No No Yes 1 Change 12 30 7 60 2 No 10 5 No 9 90 No No Disabled None Alternate NVM No No Yes 1 Change 1 120 10 90 3 Yes 15 7 Yes 6 60 Yes Yes Disabled None Primary NVM No No Yes 1 Change 44 120 10 90 3 Yes 15 7 Yes 6 60 Yes Yes Disabled None Alternate NVM No Yes 1 Change 45 120 2 45 5 Yes 30 9 Yes 4 30 Yes Yes Disabled None Primary NVM No No Yes 1 Change 16 120 2 45 5 Yes 30 9 Yes 4 30 Yes Yes Disabled None Alternate NVM No Yes 1 Change Note The Enable Networking setting is available if you have installed the Message Networking option Mailbox options You
40. 404 SRE SERED ROSES TRE A RES Ee 52 CARCI e GOUD LIST ici ek ee hail Shlain wie Se ae ea d 53 Chapter 5 Recording greetings prompts and names 000eee eee ee eens 55 Importing greetings prompts or Names 000 cece eee eee 58 Exporting greetings prompts Or nNaMe S 0scscaseeee aes ad eeiw seers eeeew eens 59 Chapter 6 Setting up the Auto Attendant 000 cece eee 61 Aboutihe Auto Atlendant 25 502 54 5935450884F28554ee0084So4NT eO14 F840 ORS ES 61 ree TAOS iota eee dhees Heder aa aa SHE ekGee ese ees 62 Greeting Tables that use the alternate language 00eeeeaee 63 Pre RIS wooed ents teat a erin Se Gage eins Goes 63 ABUL AGIA SIMS ot ancced ducer Rede eeak oReENCR SER Ehen ARRERA 66 About Company Greetings s sec s 454s seeee sb oeneeeeeederGbieeaene dade 67 Recording a Company Greeting 2 cc e0de chet aweccnencegkeebacectaw dd aues 68 Setting up a Greeting Table 00 0 c eee 68 Assigning greetings to Greeting Tables 0 00 c eee 69 Auto Attendant Time of Day Blocking ssuccas eases naeecaske bande e aon na wanes 69 Setting the business MOUS 2 2 cokes ev ered ee seer e ee heed SEES ROE 70 Assigning a Greeting Table Attendant 0 0 cece eee 70 Assigning a language preference niiavccavekaneees weeded aeewh eens eee eeu d 71 Assigning a menu repeat key 000 c cece eee eee 71 Auto ARR Menu sa Scots aed cect een wb Pee en Domine bade tes we E E 72 Recording a Custom Me
41. 6 Park and Page 36 NN40170 300 Index 193 node adding 92 Password locked out 45 161 default 37 expiry 45 incorrect lock out 45 Mailbox 44 Mailbox expiry 30 Operator 135 137 Operator default 135 trivial 44 troubleshooting 161 Password attempts in Class of Service 30 Password expiry in Class of Service 30 Path Custom Call Routing CCR 83 Port Usage Call Handling Report 106 Primary Language setting 114 Primary UI setting 114 Prime Set CallPilot Feature Compatibility 174 Private line CallPilot Feature Compatibility 174 Prompt exporting 57 importing 56 recording 54 57 Prompt language in Class of Service 30 Properties mailbox 32 R Recording Company Greetings 65 Customized Auto Attendant Menu prompt 69 greeting 57 prompt 57 Reply Feature troubleshooting 160 Reports CCR Tree Usage 105 Event Log 104 Fax Usage 107 Mailbox Information 102 Port Usage Call Handling 106 Resetting CallPilot 131 Restoring CallPilot information 131 Ringing Answer Button 165 Ringing line CallPilot Feature Compatibility 174 S Service Directory Number 117 adding or changing 118 deleting 121 Service Modes CallPilot Feature Compatibility 174 Set Relocation CallPilot Feature Compatibility 172 Special Prefix setting 114 Sub menu Custom Call Routing CCR 83 Subscriber Mailbox adding 39 System Properties Enable External Initialization 113 Enable General Delivery Mailbox 113 Enable Group L
42. 6 Home Mailbox node adding 87 Home menu node adding 86 Home node prompt 85 Home Transfer node adding 87 Information node adding 89 Mailbox node adding 90 making a destination in the CLID Routing Table 96 Menu node adding 89 Next Action Disconnect 90 Home 90 Previous 90 node changing 99 node deleting 99 overview 82 Park and Page node adding 92 planning 82 testing 96 Transfer node adding 91 transfer to external number 91 troubleshooting 162 CCR Tree Usage Report 105 Class of Service 30 Call Record 30 default values 32 greeting length 30 mailbox message time 30 message length 30 message retention period 30 networking 30 number of attempts 30 Off premise Message Notification 30 Outbound Transfer 30 password attempts 30 password expiry 30 prompt language 30 retry intervals 30 summary 32 Target Attendant 30 User Interface 30 Company Directory 33 recording name in 37 troubleshooting 161 Computer requirements 21 Contact Center 14 Country setting 114 Custom Call Routing CCR 13 Destination types 83 level 80 menu 80 overview 79 Path 80 83 Tree overview 82 Customized Auto Attendant Menu prompt 69 Customized Digits 95 D Default extension Operator DN 134 138 Default password 37 Delayed Ring Transfer DRT CallPilot Feature Compatibility 173 Deleting a mailbox 48 Desktop Messaging 15 Destination Type 75 Destination Type assigning 75 Destination types Custom Call Routing CCR 83 Dial
43. 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 Avaya Call Pilot Manager Set Up and Operation Guide 86 Chapter 8 Working with CCR Trees To create a Home menu node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Create link for the CCR Tree you want to create The New CCR Tree page appears From the Create Options option select Home Menu Node Click Submit The CCR Tree Properties page shows the new CCR Tree Click the Change link for the CCR Tree The CCR Menu Node Properties page appears In the Caption box type a caption name such as List of options if the Home node is a menu To record the Home node primary and alternate prompts or select previously recorded prompts click Voice and follow the steps in Recording greetings prompts and names on page 53 to record a prompt or follow the steps in Importing greetings prompts or names on page 56 to select a previously recorded prompt Click Submit Creating a Home Information node Create a Home Information node if you want callers to hear an announcement and then be disconnected To create a Home Information node 1 Click the Custom Call Routing heading The CCR Tree Adm
44. CR 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 Click the Copy of tree option From the Copy of tree list box select the number of the CCR Tree you want to copy Click Submit 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 Close 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 e another Menu e an Information node e a Transfer node e a Mailbox node e a Park and Page 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 1_ To add your name to our mailing list press 2 To reach our sales department press 3 To speak with our attendant press 0 NN40170 300 Chapter 8 Working with CCR Tre
45. Chapter 12 Dialing Translation About Dialing Translation Dialing translation is a process by which the number of an incoming call from a public network is translated by a translation table into a number that can be recognized and dialed on the local network using the Reply feature For Dialing Translation to occur you must create a Dialing Translation Table that translates the digits of an external number into a number that can be dialed by CallPilot CallPilot consults the restrictions and schedules tables before dialing the number The Dialing Translation Tables are necessary only for the Reply feature CallPilot does not require the tables to function normally The Reply feature is used when subscribers reply to a message either by pressing a Reply display button or responding to a voice prompt How the Dialing Translation Table works A phone number is derived from information attached to an incoming Caller ID message The number is then searched for by the CallPilot in the Dialing Translation Table If the leading digits of the telephone number match a Dialing Translation Table Input value the number CallPilot searches for in the Dialing Translation Table the Output value is substituted for the Input value This change results in a telephone number that can be dialed on the local network Changing the number usually involves removing an area code or inserting an access code based on the dialing rules of the local network For example
46. EHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products t
47. For example Good morning This is Touchstone Marketing To use our voice messaging service in French please press Q 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 additional information refer to Changing mailbox settings on page 45 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 Recording a Company Greeting To record a Company Greeting 1 Click the Auto Attendant heading 2 Click the Company Greetings link The Company Greetings screen appears 3 Click the Voice link for the greeting you want to record and follow the steps in Recording greetings prompts and names on page 53 to record a greeting from your computer or telephone handset or follow the steps in Importing greetings prompts or names on page 56 to select a previously recorded greeting Setting up a Greeting Table To set up a Greeting Table complete the following procedures to e assign a greeting to a Greeting Table e assign a CCR Tree to a Greeting Table optional e set the business hours e assign a language preference e assign a Greeting Table Attendant e assign a key that lets callers repeat the current menu optional e record Custom Menu prompts if you want to replace the default
48. For example if your ISP e mail account is company rogers yahoo com then all Message Forwarding outgoing mail is sent with the From e mail address of company rogers yahoo com When you change the Message Forwarding From E Mail Address the delivery receipts are not sent back to your system for the user s Original Message setting to function properly with the when received by the recipient The user s Original Message settings will work for read receipts for the when opened by the recipient Contact your mail server administrator for more information By default the Message Forwarding From E Mail Address box is blank When blank when using DNS the From e mail address is lt BCM Message Forwarding voice mailbox id gt lt BCM System Name gt lt Domain Name gt For example If the voice mailbox with Message Forwarding enabled is mailbox 225 the Avaya BCM System Name is bcm and it s domain name is example com then the email address is 225 bcm example com If required enter the Maximum Find Me Follow Me Sessions Configure the maximum number of calling channels available for Find Me Follow Me to use Each Find Me Follow Me session reserves a Virtual Terminal DN that you must configure to grant it access to dial out on trunks You configure the Virtual Terminal DN in Business Element Manager Element Manager gt Configuration gt Applications gt LAN CTE gt Virtual Terminals For more information about Find Me Follow Me
49. Mailbox Administration heading Click the Group Lists link The Group Lists page appears If the Fax option is installed select either Fax or Voice as the type of Group List you are adding Click Add The Group List page appears with the new Group List shown Click the Change link The Group List Properties page appears Click Voice and follow the steps in Chapter 5 Recording greetings prompts and names on page 53 to record a spoken Group List name from your computer or follow the steps in Chapter 5 Recording greetings prompts and names on page 53 to select a previously recorded Group List name In the Display Name box type the new Group List name Do not create a name that starts with the number 1 for example 1Group The name can be a maximum of 16 characters and cannot contain quotation marks Click Submit The Group Lists page appears with the new Group List added Click the Members link The Members List page appears Click Add The Add Members page appears Select each mailbox that you want to add to the Group List If it is a Fax Group List specify the name phone number and outdial method for the fax member Click Submit The Members List page appears showing the mailboxes you selected Click Close NN40170 300 Chapter 4 Working with mailboxes 51 Changing a Group List You can change a Group List name and members at any time You cannot change a Group List numbe
50. Manager Set Up and Operation Guide 186 Glossary Message Waiting Notification Message Waiting Notification provides subscribers with the message notification Message for you on the display of their telephone This feature is a Mailbox property that is not controlled by a Class of Service Never Full Mailboxes The Never Full Mailbox feature lets an external caller leave a message in a Subscriber mailbox even if the mailbox is full The message is stored but cannot be accessed until the subscriber deletes at least one saved message Off premise Message Notification Remote Notification Off premise Message Notification also called Remote Notification lets subscribers direct their messages to any telephone number extension or to a pager This feature is part of the Class of Service Operator The Operator is the person whose extension rings when a caller is prompted by the Auto Attendant to Press O for an operator If the Operator is not available callers who request the Operator transfer to the General Delivery Mailbox In Class of Service the Operator is called the Target Attendant Operator default extension The Receptionist or CallPilot designated Operator s default extension This default is preset to none and must be changed to any valid extension on the system Operator Status The Operator Status setting tells the system whether a Receptionist or designated Operator is available Option 1
51. Manager or Contact Center is open to unauthorized access For additional security change the Administration Password regularly NN40170 300 25 Chapter 3 CallPilot mailboxes About installing mailboxes You install mailboxes by enabling a keycode The keycode determines the number of mailboxes that you can add to CallPilot On Avaya Business Communications Manager Avaya BCM 6 0 you can have a maximum of 1 000 mailboxes Refer to Enabling keycodes on page 129 for more information System Administrator Mailbox The System Administrator Mailbox e is reserved for the System Administrator e is created automatically when the system is initialized for the first time e is where you can send Broadcast Messages from Broadcast messages are sent to all Subscriber mailboxes except Skillset mailboxes Only the System Administrator can access the System Administrator Mailbox Remember to check this mailbox for messages Warning Change the System Administrator password frequently to minimize the l i D risk of unauthorized activity Default System Administrator Mailbox number and password combinations For a mailbox the default System and the default number length Administrator System Administrator so the combined mailbox number of Mailbox number is Mailbox password is and password is 12 120000 102 1020000 1002 10020000 10002 100020000 100002 1000020000 1000002 10000020000
52. Pilot Manager 200 c eee eee eee eee eens 23 To start CallPilot Manager for BCM from Element Manager s 24 To start CallPilot Manager for BCM from a Web browser ccsccceeeesteeeeesssneeeeeeeeees 24 CalIPilot MalIDONGS icc cs cvesuah arises set odrine er AAi 27 TOMA eh TMA a 39 To check which mailbox interface YOU USE c ccccceccseeccescsetsateeeseeteecnneesseecenenesnce 40 Working With mailboxes 6cccccictaeecanerseaneedinesienneanine 41 TG AAG ASUS SU SE SUN ess sie ibaa iccecantudeiednebasa a cided RERE 41 Toad a Guasi MADOR ceri rerien N AAEE EEE ER E E 42 Toadd an Pe ATE A MADOX npa 44 Toad WUE le MAOKS eresi aa manna asi a areata nee 45 We Seta mailbox PBS WIA esii 47 Tochange malbox BIOBGINSS onersiaknceini asim ieeieysines teal teaagraenieenias 48 TT lass OE SONCE anea S 48 Tode kban epon eee ee eee 50 GSE USE Group Bil apis rt asrrererern ser eet tree reer et 52 EEE EEE e E A A E hs O 53 Recording greetings prompts and names 00eee eee renee eee 55 To record a greeting prompt or name using a telephone handset ccceceee 56 To import a previously recorded greeting prompt OF NAME eee eeeeeeeeeeeeneeeeeeeeaes 58 To export a previously recorded greeting prompt OF NAME ee eeeeeeeeeeeeeeeetetteeeeeteee 59 Setting up the Auto Attendant 00 ceeeeeeeeeeeeeeee 61 TO aed an enty to the Oley ILE ccssessstsnaetassvencsaceos easeaserrnnntaysitons tegsi eating ionaiee
53. T Delay from one to six rings Assign a Greeting Table to each line that is to be DRT to CallPilot Note If DRT is used for CallPilot Answering and telephones with a ringing line appearance forward to CallPilot a caller immediately transfers to the mailbox of the CFAC set Disconnect Supervision With Line Disconnect Supervision if a caller hangs up after reaching the Auto Attendant CallPilot immediately breaks the connection Disconnect Supervision results in fewer phantom messages in the General Delivery Mailbox and prevents CallPilot ports from being occupied Do Not Disturb DND Stops all tones and ringing to a set When a call transfers to a set with DND activated the call appears as a flashing indicator on an available line The Auto Attendant transfers the caller to the mailbox associated with the telephone Hold A mailbox owner cannot put a session on hold If the hold button is pressed during a CallPilot programming session CallPilot disconnects except if Automatic Hold is used to transfer a caller to a mailbox or an extension CallPilot ignores Held Line Reminder tones Intercom Numbers Inside callers can access CallPilot by pressing an intercom button and entering the extension Access to the CallPilot feature codes and Message for you indication requires an intercom button on the set An intercom button is required to notify an extension of an incoming transfer Language choice The CallPilot
54. ager This field is optional Change Max Find Me Follow Me Calls Per Set 1 3 to restrict the concurrent number of calls that Find Me Follow Me handles for a user phone This field is optional This does not limit the number of destinations only the max number of calls that trigger the Find Me Follow Me functionality simultaneously Click Submit Deleting a mailbox Before you delete a mailbox ensure the mailbox owner has listened to all their messages When a mailbox is deleted all messages stored in that mailbox are deleted and the mailbox is deleted automatically from the Company Directory and all Group Lists If you are deleting a mailbox associated with a CCR Tree make sure you remove the mailbox from the CCR Tree first If you do not delete the mailbox an error message appears You cannot delete a mailbox if it is currently in use it is a target in the CLID table or a CCR Tree it is used as a skillset mailbox it is the System Administrator or the General Delivery Mailbox To delete a mailbox 1 Click the Mailbox Administration heading The Mailbox List page appears Click the Delete link for the mailbox you want to delete A message appears that asks you to confirm the deletion Click OK NN40170 300 Chapter 4 Working with mailboxes 49 About Group Lists With Group Lists you can send messages to multiple recipients You can create a maximum of 99 Group Lists on your system Each Group List can cont
55. aging keycodes keycodes Avaya Call Pilot Manager Set Up and Operation Guide 152 Chapter 15 Message Forwarding NN40170 300 153 Chapter 16 Broadcast and Information messages About Broadcast messages You can send a Broadcast message if you need to send a message to every initialized mailbox on your system Broadcast messages play on all mailboxes initialized with CallPilot You can send a Broadcast message to announce meetings special company events and reminders Sending a Broadcast message eliminates recording and sending the same message several times As the System Administrator you are the only person who can send Broadcast messages In order to send a Broadcast message you must know the Broadcast message address e If you use the CallPilot interface P 0 0 is the default Broadcast message address e Ifyou use the Norstar Voice Mail interface P is the default Broadcast message address Note Broadcast messages are not sent to Information General Delivery mailboxes or skillset mailboxes if Intelligent Contact Center is enabled on the system Note CallPilot for BCM accepts network wide and site specific VPIM broadcast messages from M1 CallPilot Upon acceptance CallPilot for BCM delivers the network wide broadcast message to all local recipients as if the administrator used F981 compose and send to send the message If the VPIM prefix in the message address matches the local
56. ain a maximum of 300 mailboxes Before you add Group Lists prepare a group mailbox member list This list must contain e the Group List name maximum 16 characters long cannot include quotation marks e the mailbox numbers to include in the group After you create a Group List you can change the mailboxes included in the list record a new list name view the Group List or delete the Group List About Group List Numbers During system installation a number from 0 to 9 default 9 is assigned as the Group List leading digit For example the default Group List numbers are 901 to 999 If the leading digit is 5 the Group List numbers are 501 to 599 Group List numbers are three digits long You can change the Group List leading digit For more information refer to Setting the system properties on page 113 The Group List number acts like a mailbox number when you leave a message for the mailboxes in the Group List This table shows an example of a Group List Group List number Name Mailbox number 901 Sales 224 223 233 902 Shipping 227 221 Avaya Call Pilot Manager Set Up and Operation Guide 50 Chapter 4 Working with mailboxes Adding a Group List A mailbox must be initialized before you can add it to a Group List For information about how to initialize a mailbox refer to Initializing a mailbox on page 37 To add a Group List 1 2 10 11 12 13 Click the
57. ant 75 Telephone numbers in the CLID Routing Table are sorted in numerical order from the longest number to the shortest For example 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 For the CLID Routing Table to work your company must e subscribe to CLID or ANI services from your local telephone company e have the appropriate hardware for your system refer to your system documentation for the hardware you require to support CLID Setting up a CLID Routing Table Setting up a CLID Routing Table involves e entering a telephone number e assigning a destination such as a Greeting Table mailbox extension or a CCR Tree or node Note For more information about assigning a CCR Tree destination refer to Making a CCR Tree a destination in the CLID Routing Table on page 96 To add a telephone number to the CLID Routing Table Click the Auto Attendant heading 2 Click the CLID Routing Table link The CLID Routing Table page appears 3 Click Add The CLID Setup page appears In the Calling Line ID box type the telephone number you want to add At the Transfer To option
58. arding Contact your local support group Mailbox lt mailbox id gt There is a protocol mismatch with the remote host 8 44017 Minor VoiceMail VoiceMail Message Forwarding Resolve network problems Use ping Mailbox lt mailbox id gt Message to ensure the Outgoing SMTP Mail transfer was interrupted Proxy Server is reachable If using DNS ensure the Outgoing SMTP Mail Proxy Server is valid from the DNS server configured in Business Element Manager Check the BCM IP Settings and DNS configuration in Business Element Manager 9 44018 Minor VoiceMail VoiceMail Message Forwarding Resolve network problems Use ping Mailbox lt mailbox id gt A connection to ensure the Outgoing SMTP Mail to the remote host could not be Proxy Server is reachable If using established DNS ensure the Outgoing SMTP Mail Proxy Server is valid from the DNS server configured in Business Element Manager Check the BCM IP Settings and DNS configuration in Buisness Element Manager NN40170 300 Chapter 15 Message Forwarding 151 Alarm Component JID Severity name Problem description Problem Resolution 10 44019 Minor VoiceMail VoiceMail Message Forwarding Remove attachments from Message Mailbox lt mailbox id gt The media is Forwarding not supported at the destination 11 44020 Minor VoiceMail VoiceMail Message Forwarding Purchase Unified Messaging Insufficient Unified Mess
59. arding The user interface used for the mailbox There are two mailbox UI choices Norstar Voice Mail NVM and CallPilot CP Enable Message Forwarding so a mailbox owner can set up Message Forwarding in Mailbox Manager The default is No The mailbox owner uses Mailbox Manager to configure Message Forwarding to send an e mail message when new or urgent voice messages arrive in their mailbox For more information about Message Forwarding see Message Forwarding on page 143 After you activate Message Forwarding the user must configure Message Forwarding for their mailbox in Mailbox Manager This feature is activated with the Unified Messaging keycode There must be as many Unified Messaging keycode seats as there are mailboxes with all Class of Services COS with Message Forwarding enabled The number of mailboxes using a COS with Message Forwarding do not have to be the same mailboxes using CallPilot Unified Messaging Find Me Follow Me Enable Find Me Follow Me to enable the feature for this Class of Service Find Me Follow Me allows simultaneous ringing on up to five different external destinations You can also configure Find Me Follow Me schedules based on the time and the day You can configure the external destination numbers and schedules for users or you can enable users to configure them on their own You can also enable or disable Find Me Follow Me for a Class of Service and configure other options through Cal
60. ars 2 Click the Holidays link The Holiday List page appears Holiday List Avaya Call Pilot Manager Set Up and Operation Guide 62 Chapter 6 Setting up the Auto Attendant 3 4 10 11 Click Add A New Item appears in the Holiday List Click the Change link for the New Item The Holiday Setup page appears AVAYA Main Logout Help Holiday Setup Name Date Occurs every year on the same date Non Afternoon x Business Morning Evening Greeting 1 1 5 1 amp 1 J CCR Tree None 12 00 AM None 6 00 PM None 12 00 PM None Hours 6 00 PM eg 12 00 AM In the Name box enter a name for the holiday The name can be a maximum of 63 characters From the Date boxes select a month and a day You can enter February 29 if you are creating a recurring holiday because a match will occur every Leap Year or if you are not creating a recurring holiday but the year to which the date applies is a Leap Year Select the Occurs every year on the same date check box if the date occurs every year on the same date such as Valentine s Day which always occurs on February 14 Do not select the check box if the holiday does not occur every year on the same day From the Morning Afternoon Evening and Non business list boxes select a greeting from 1 to 250 The defaults are 1 for Morning 2 for Afternoon 3 for Evening and 4 for Non business Th
61. at 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 as shown on page 32 You can change the values to meet the needs of your company For information about viewing or editing the values refer to Viewing or editing a Class of Service on page 46 Class of Service values Prompt language CallPilot 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 These defaults can be changed for each of the classes 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 external callers 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 Avaya BCM 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 Retry intervals Redirects messages to another exten
62. ately be logged on to their mailbox They do not have to enter their mailbox number or password The telephone from which subscribers use Auto Login must be their primary or alternate telephone Auto Login is disabled by default Alternate extension You can assign up to five alternate extensions to each Subscriber mailbox If a caller dials the main extension the primary extension for the mailbox that has alternate extensions assigned the call rings at the main extension only Note The exception to this is when alternate extensions are assigned an Answer DN for the main extension If you assign 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 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 an extension without 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 as the primary ext
63. ax Answering features CallPilot also has optional features such as Fax Contact Center Desktop Messaging and Messaging and MeetMe Conferencing that enhance your communications What options are available to you depends on what system you use Call Screening If you change the mailbox transfer option to Screened subscribers can listen to a recording of the caller s name before accepting a call CCR See Custom Call Routing Channel configuration The number of channels on the CallPilot unit designated for outdialing Class of Service A Class of Service COS defines the values for the special features of a mailbox When you add a mailbox you choose a Class of Service that provides the level of service appropriate for the subscriber A mailbox cannot be added without a Class of Service Company Directory An internal list of the names of subscribers with initialized mailboxes designated to appear in the directory Configuration The tasks involved in setting up CallPilot For example configuring the Central Office CO lines answered by CallPilot Configuring CallPilot lines The tasks involved in determining which external lines are answered by CallPilot and which Greeting Table is assigned cos See Class of Service NN40170 300 Glossary 183 Custom Call Routing Call Paths that let callers select options to direct their calls along paths you create Default The parameters preset for CallPilot
64. ay Schedule NN40170 300 Chapter 9 CallPilot reports 109 Table 7 Contact Center parameters Appears if Intelligent Contact Center is installed The Primary Alert Secondary Alert Reserved Channels Supervisor Help Request Timeout Supervisor Help from and Enable Caller ID are shown If you are using a Avaya BCM Contact Center Reporting Database Version and Enable Contact Center Data Stream are shown if Contact Center Reporting is active Contact Center agents Appears if Contact Center is installed Shows the agents in the Contact Center their agent number and skillset status Contact Center skillsets Appears if Contact Center is installed Shows skillset number and type Control DN MWI DN Method Break Time Delay Answer Language Type EWT of the number of calls EWT Increase allowed and EWT Initial Call Duration Contact Center routing tables Appears if Contact Center is installed Lists skillset name number Day Service and Night Service configuration Contact Center Service Modes Contact Center overflow Appears if Contact Center is installed Lists the skillset name and the status for each day of the week For each skillset shows if it is enabled the Intelligent overflow rule that applies to it its service mode condition and action Contact Center greetings Appears if Contact Center is installed Displays the status and skillset for each greeting C
65. ble if you are an external caller Internal callers connect to Auto Attendant 7 Click Submit To change a Service Directory Table entry 1 Click the Configuration heading 2 Click the Service Directory Number Table link The Service Directory Number Table page appears Service Directory Number Table Service DN Service Type Value 235 Voice Mail Description Commands CallPilot log in prompt Change Delete NN40170 300 Chapter 11 Service Directory Numbers 121 3 Click the Change link for the entry you want to change The Service Directory Number Setup page appears with the Directory Number in the Service DN box Service Directory Number Setup Service DN p35 Service DN Description CallPilotlog in prompt Service DN Type Voice Mail Express Messaging Name Dialing Auto Attendant Greeting Table lv 4 Make the changes you want to the Service DN and Service DN Description and select the correct Service DN Type 5 Click Submit To delete a Service Directory Table entry 1 2 Click the Configuration heading Click the Service Directory Number Table link The Service Directory Number Table page appears Click the Delete link for the entry you want to delete A message appears that asks you to confirm the deletion Click OK Avaya Call Pilot Manager Set Up and Operation Guide 122 Chapter 11 Service Directory Numbers NN40170 300 123
66. box Avaya Call Pilot Manager Set Up and Operation Guide 42 Chapter 4 Working with mailboxes 18 19 20 21 If the subscriber wants to use the Express Messaging Line to accept faxes only and not voice messages select the Fax Only check box If you want to assign Park and Page to the mailbox a from the Page Type box select Internal Zone Overhead Paging Both or None The default is none b from the Paging Zone box select 1 2 3 4 5 6 or All The default is 1 If the paging type is overhead paging this setting is ignored c from the Page Retries box select 0 1 2 3 4 or 5 The default is 1 in the Retry Interval box enter the number of seconds between paging retries The range is 5 300 seconds The default is 15 seconds In the Email Address box type a Message Forwarding e mail address for the subscriber mailbox owner The Email Address appears only if you did not select the Enable Message Forwarding User Administration check box on the System Properties page The Email Address is the only mailbox Message Forwarding setting that the administrator can enter on behalf of the mailbox owner The user must enable Message Forwarding in Mailbox Manager For more information see CallPilot system properties on page 113 Click Submit Adding an Information mailbox Assign all Information mailboxes numbers that begin with the same digit This helps you identify the mailbox type To add an Information mailb
67. box to other CallPilot mailboxes 5 Select the Enable Group List check box if you want to enable Group Lists If you clear the Enable Group List check box you cannot set up Group Lists and do not need to reserve a digit in your numbering plan for the Group List Leading Digit 6 Select the Enable Trivial Password Checking check box to enable Trivial Password Checking Trivial password checking prevents unauthorized login to mailboxes The feature does not allow a mailbox subscriber to have a password that is considered trivial The default is enabled 7 Ifyou use Group Lists type the Group List Leading Digit in the Group List Leading Digit check box This digit is used as the prefix for Group Lists during addressing You cannot create mailboxes with numbers that start with this digit The default setting for the Group List Leading Digit is 9 For example if you assign as 9 the Group List leading digit 901 to 999 is your range for Group Lists Avaya Call Pilot Manager Set Up and Operation Guide 114 Chapter 10 CallPilot system properties 10 11 12 13 14 15 16 17 18 19 20 In the Minimum Message Length box type a value between 500 3000 milliseconds 0 5 seconds to 3 seconds for the shortest allowable message length The default is 3 seconds 3000 milliseconds Select the Enable External Initialization check box if you want subscribers to be able to initialize their mailboxes from an external location Th
68. caller progresses through the levels of the CCR Tree You can create up to 10 levels from 0 to 9 For an example of Paths through a CCR Tree refer to An example of a CCR Tree on page 84 Information node An Information node 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 Using an Information node as a Home node You can program the Home node to play an Information node 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 node the caller disconnects at the end of the message The other destination types do not apply For more information about destination types refer to Destination on page 83 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 P if they want to hear th
69. can be busy Try calling back Your call is answered when a channel is available e Verify that greetings are recorded and assigned to the Greeting Table These greetings default to the Greeting Tables and must be recorded for the Auto Attendant to operate Refer to Setting up a Greeting Table on page 65 e If the channels are frequently busy it indicates there is too much activity Contact your advice line or sales representative CLID information is lost If you use analog lines the Auto Attendant must be set to answer after two or more rings for CallPilot Manager to record call log information related to an incoming call For information about setting the number of rings refer to Setting the Auto Attendant properties on page 70 The Auto Attendant transfers some callers to the General Delivery Mailbox The system requires a tone dial telephone signal and a minimum voice level The system waits for a caller to respond If a response is not received the caller is transferred to the Receptionist or designated Operator If they are not available the caller is automatically transferred to the General Delivery Mailbox The caller is transferred to the General Delivery Mailbox if an extension does not have a mailbox For the system to transfer calls correctly each mailbox must have a unique extension number To verify that mailboxes have a unique extension number print the Directory Report Greetings play at the wrong time of da
70. can have up to ninety nine CCR Trees on your system After you build a CCR Tree you must assign it to a Greeting Table 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 e a menu with choices that lead to other menus announcements mailboxes or transfers e an Information node that plays an announcement e a Transfer node that transfers callers to an extension or external number e a Mailbox node that sends callers to a mailbox Note A Park and Page node cannot be a Home node Callers navigate through the CCR Tree using their telephone keypad to respond to prompts While they listen to a menu callers can e choose a menu option by pressing a single digit e transfer to an extension by entering the extension number e transfer to a mailbox by pressing and the mailbox number e use the Company Directory by pressing e transfer to the operator or paging system e switch languages NN40170 300 Chapter 7 Custom Call Routing 81 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 Home node To place an order press 1_ To add your name to our mailing list press R To reach our Sales Department press B To speak w
71. ck the Delete link for the Dialing Translation entry you want to delete A message appears that asks you to confirm the deletion 4 Click OK Avaya Call Pilot Manager Set Up and Operation Guide 128 Chapter 12 Dialing Translation NN40170 300 129 Chapter 13 CallPilot Manager configuration Enabling keycodes You can enable keycodes to increase the number of mailboxes on your system or to enhance your system with options such as Fax and Message Networking Contact your service representative if you want to try or purchase a keycode To enable a keycode for Avaya Business Communications Manager Several methods are available to enable a keycode on an Avaya Business Communications Manager Avaya BCM 6 0 system For information refer to the Avaya Keycode Installation Guide Viewing switch properties To view switch properties 1 Click the Configuration heading 2 Click the Switch Properties link The Switch Properties page appears Switch properties are Digits per extension the length of mailbox numbers and extension numbers at the site CallPilot requires that these numbers are the same length For Norstar switches the digits per extension are determined by the switch System defined mailboxes such as the administrator mailbox have a mailbox number that automatically adjusts to suit the new length Voice mail DN the main system DN For Avaya Business Communications Manager Avaya BCM 6 0 system
72. cord a greeting or follow the steps in Importing greetings prompts or names on page 56 to select a previously recorded greeting Avaya Call Pilot Manager Set Up and Operation Guide 70 Chapter 6 Setting up the Auto Attendant Setting the Auto Attendant properties This feature controls the Auto Attendant properties across your system To set the Auto Attendant properties 1 Click the Auto Attendant heading 2 Click the General Properties link The Auto Attendant Properties page appears 3 Set the properties that apply to all Greeting Tables Return to Auto Attendant Determines 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 Gate Determines 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 72 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 Tabl
73. d ATDT A Target Attendant is defined XFERS Screened Transfers are screened Blind transfers are normal and are not shown METHOD LIMIT The delivery method and maximum number of selections for a Fax On Demand mailbox RETRY INT The number of retries and interval in minutes for a Fax On Demand mailbox OPN RNPHONE Off Premise Notification to a telephone OPN RNPAGER Off Premise Notification to a pager OPN RNEXT Off Premise Notification to an extension OPN RNSTATUS Current status of Off Premise Notification and start and stop times TRANSF The telephone number used when Outbound Transfer is set to an external destination FAXPRE Preset Fax destination Avaya BCM only SELECT SIZE For each document in a Fax On Demand mailbox lists selection ID and size in equivalent message minutes Avaya BCM only AMIS MBOX System access phone number and target mailbox number of a AMIS Network Delivery mailbox SITE MBOX Site address of a Network Delivery mailbox MSGLINE Express Messaging line number Avaya Call Pilot Manager Set Up and Operation Guide 104 Chapter 9 CallPilot reports 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 W
74. d F921 through F928 enter 911 as the Starting CCR tree feature code For more information see One button access to CCR trees on page 97 Number of CCR Tree feature codes This box is for the number of feature codes for the CCR trees You can configure a maximum of 56 customized feature codes for the CCR trees The feature codes are allocated sequentially For example to program 16 feature codes F911 through F918 and F921 through F928 enter 911 as the Starting CCR tree feature code and enter 16 as the Number of CCR tree feature codes Note You can enter the maximum of 56 feature codes if the starting feature code is 911 If the starting feature code is a higher value than 911 the available number of feature codes decreases Any feature code values that come before the starting feature code that you enter are unavailable to you For example by using a starting feature code of F941 you can allocate only a maximum of 32 feature codes If you require more you must choose a lower value feature code If you do not initialize functionality for a feature code within the range of features codes the feature code is still included as part of the allocated range For example if you do not initialize F912 and F913 they are still reserved for the one button CCR tree feature because they are included in the range of 16 features codes you entered If you enter an invalid number you receive an error message Repeat CCR Me
75. d a password A subscriber cannot reply to an external caller or use Off premise Message Notification or Outbound Transfer An Outdial type must be assigned before a subscriber can reply to an external caller using the Reply feature or use Off premise Message Notification or Outbound Transfer The default for Outdial type is None Until you assign a line route or line pool as the Outdial type for a mailbox the mailbox owner can use the Reply feature to return calls from internal extensions only Off premise Message Notification for internal extensions only and Outbound Transfer for internal extensions only For subscribers to reply to external callers you must enable Reply Translation in the Dialing Translation Properties and subscribers must be replying to numbers that are translated in the Dialing Translation Table There must also be enough free resources in the system If there is only one outcalling channel and a company greeting is being recorded or an AMIS message is being sent for example there cannot be Off premise Notification calls or Outbound Transfer calls until all channels become free Telephone extension and mailbox numbers are different lengths For CallPilot Manager to work properly the mailbox number length must match the extension number length assigned to the system If the extension number length is changed on the system you must re initialize and reprogram CallPilot You cannot access a line or a line pool C
76. dministrator or a mailbox owner You can use Information mailboxes to e announce sales e provide product lists e 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 e Advertise the Auto Attendant main number and record a Company Greeting that mentions the Information mailbox services e Provide a list of your company s Information mailbox numbers in brochures and telephone directory advertising e 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 NN40170 300 Chapter 3 CallPilot mailboxes 29 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 4 6 To listen to one of our special announcements press 0 to reach the Operator When a caller presses zero have the Operator provide a list of the Information mailboxes and transfer the caller acco
77. dules and external destinations for Find Me Follow Me for this mailbox This step is not required if you enabled the mailbox owner to configure Find Me Follow Me in Mailbox Manager You allow the user to configure Find Me Follow Me by selecting a Class of Service for the mailbox that has Find Me Follow Me enabled You must have the Class of Service and mailbox configured for FindMe Follow Me before you can change FindMe Follow Me setting See Changing mailbox settings on page 45 To use Find Me Follow Me you must purchase a Find Me Follow Me keycode with the appropriate amount of seats for the number of mailboxes you want to enable For more information about configuring Find Me Follow Me see the Avaya Business Communications Manager Find Me Follow Me Administration Guide NN40010 678 Select the Display In Directory check box if you want the mailbox owner s name to appear in the Company Directory Do not select the Enable Message Waiting check box From the Outdial Type list box select an outdialing type For more information refer to Outdial type on page 33 Do not select the Enable Auto Login box Leave the Alternate Ext 1 Alternate Ext 2 Alternate Ext 3 Alternate Ext 4 Alternate Ext 5 check boxes blank Ensure the Enable Call Screening check box is clear Guest mailboxes must have blind transfers If you want to assign an Express Messaging Line to the Guest mailbox type the line number in the Express Messaging Line
78. e 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 1 250 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 Use customized digits Select this if you have CCR Trees that use Park and Page and you want to play the dial string in your voice For more information refer to Creating Customized Digits recordings on page 95 NN40170 300 Chapter 6 Setting up the Auto Attendant 71 Starting CCR Tree feature code This box is for the three digit starting feature code for CCR Tree access The three digits include the feature digit the tree number and node within the tree The codes must correspond to F9xy x represents the tree number and must be 1 to 7 inclusive You cannot use 0 8 or 9 y represents the node number and must be from 1 to 8 inclusive The feature codes must not be the same as any other existing application feature codes The range of feature codes is 911 to 918 921 to 928 931 to 938 941 to 948 951 to 958 961 to 968 and 971 to 978 For example to program 16 feature codes F911 through F918 an
79. e Forwarding 16 If you did not clear the Enable Message Forwarding User Administration check box on the System Properties page go to step 18 If you cleared the Enable Message Forwarding User Administration check box on the System Properties page you must enter an e mail address for the mailbox owner You can either create a new mailbox or change an existing mailbox and add the e mail address Click the Mailbox Administration heading 17 To add anew mailbox click the Add Mailbox link OR To change the an existing mailbox click the Change link for the mailbox you want to edit 18 In the Email Address box type a Message Forwarding e mail address for the subscriber mailbox owner The Email Address appears only if you did not select the Enable Message Forwarding User Administration check box on the System Properties page The Email Address is the only mailbox Message Forwarding setting that the administrator can enter on behalf of the mailbox owner The user must enable Message Forwarding in Mailbox Manager 19 Click Submit 20 To assign the Class of Service to a mailbox you can either create a new mailbox or change the Class of Service for an existing mailbox To add a new mailbox click the Add Mailbox link OR To change the Class of Service for an existing mailbox click the Change link for the mailbox you want to edit 21 From the Class Of Service list box select a Class of Service that has Message Forwarding enabled 2
80. e Information node 0 0 cece eee 88 Copying a CCR Tle 200s ces8tt etc teete Sis ek tenet bee ROET ERINEDES E RS 90 Adding nodes to the Home node 200 nose tees eee de ade bs kh dawe ceeded ease 90 PON a MeN NOTE lt crtneoresiieeia Soe cehennedede pada teat Seeene news 91 Adding an Information NOMS i cch sc dais aero dese ibd se hea dee Conse e ees 91 Adding a MADOX NOGE ie ian wera ae Ce arnt es ee wed cece Rie EEEE hak ae oe Roan Sa 92 Adding a Transfer NONE osas c scien seco oe RROD RE EER REDE ret kritis 93 About transfers to external numbers 0 00 cece eee eee eee 93 OGG a Parkand Page NOUS scedaderiassepedeeee need sable hedind aaa ee eure 94 Creating Customized Digits recordings 0 0c cece eee 97 Assigning a CCR Tree to a Greeting Table 0 0 00 cece eee 98 Making a CCR Tree a destination in the CLID Routing Table 98 Testing a COCR Wee se5 tccaceaineiead tatoe dade iebintasedos A bests 98 One bitten access to COR WSS cc cided cae Coe ate eR eadee nuded 99 Disabling a COR Tite csccccake sede e eee eee tee Sah Gee eee beac eee ee eae 100 PACING UMN Sad Cee be ek eee e RGA Shee eM oR ee a eee eles 101 DElGINOS WOOD ob acne onnwe dee ea reas Nee S deRey MORE NADEN Mh ROKR ES KEE 101 Deleting a COR TEE ccc cctce weet echedn eevee eee eee iaka ee Peewee dene 101 Chapter 9 CAlPHOLORONS 6 sie6 cies nds eas srise ses dee eee ridit kainen 103 About CallPilot RONG s ssrirssrcersr essi
81. e Outgoing SMTP Mail Proxy Server mail provider does not spam filter the forwarded messages Contact your mail server administrator for more information Example 6 Insufficient Unified Messaging keycodes Insufficient Unified Messaging keycode issues will result in alarm 44020 VoiceMail Message Forwarding Insufficient Unified Messaging keycodes Problem resolution There must be as many Unified Messaging authorization codes as there are mailboxes using all Class of Services COS with Message Forwarding enabled The number of mailboxes using a COS with Message Forwarding do not have to be the same mailboxes using Unified Messaging No Unified Messaging user PC software is required for this feature Alarms All the alarms raised for Message Forwarding have the severity of Minor because corrective action may be required by the Administrator When forwarding a message to a user s e mail address fails the user can see the reason for the failure using CallPilot Unified Messaging The reason for the failure is in the Non Delivery Notification message text body For users who do not use CallPilot Unified Messaging the alarms are available to the administrator to resolve issues Avaya Call Pilot Manager Set Up and Operation Guide 150 Chapter 15 Message Forwarding The following table lists the alarms introduced by the Message Forwarding Feature Alarm Component ID Severity name Problem descriptio
82. e all of their voice messages from one graphical interface Find Me Follow Me Find Me Follow Me allows simultaneous ringing on up to five different external destinations You can also configure Find Me Follow Me schedules based on the time and the day You can configure the external destination numbers and schedules for users or you can enable users to configure them on their own You can also enable or disable Find Me Follow Me for a Class of Service and configure other options through Call Pilot Manager To use Find Me Follow Me you must purchase a Find Me Follow Me keycode with the appropriate amount of seats for the number of mailboxes you want to enable For more information about Find Me Follow me see the Avaya Business Communications Manager Find Me Follow Me Administration Guide NN40010 678 Meet Me Conferencing Use Meet Me Conferencing to establish a teleconference whereby each caller dials in to a specific telephone number and extension at an agreed upon time One caller acts as the chairperson and has additional responsibilities to start stop secure and control the conference Meet Me Conferencing is suitable for large conferences especially those involving outside suppliers and customers Meet Me Conferencing has been enhanced to use BCM features Display set users receive conference status information on their display and can control their participation using a softkey interface A feature key can be allocated to join a con
83. e box type the output value Click Submit Reviewing Dialing Translation Table entries You can review the entries in the Dialing Translation Table at any time NN40170 300 Chapter 12 Dialing Translation 127 To review Dialing Translation Table entries Click the Configuration heading 2 Click the Dialing Translation Table link The Dialing Translation Table page appears 3 After you review the Dialing Translation Table entries click Main Changing a Dialing Translation Table entry After you build a Dialing Translation Table you can change the Input and Output values of the entries at any time To change an entry in the Dialing Translation Table 1 Click the Configuration heading 2 Click the Dialing Translation Table The Dialing Translation Table page appears 3 Click the Change link for the value you want to change The Dialing Translation Setup page appears In the Output Value or the Input Value box type the new value Click Submit Repeat to change any other entries in the Dialing Translation Table Deleting a Dialing Translation Table entry You can delete an entry in the Dialing Translation Table at any time To find the entry you want to delete refer to Reviewing Dialing Translation Table entries on page 126 To delete an entry in the Dialing Translation Table Click the Configuration heading 2 Click the Dialing Translation Table link The Dialing Translation Table page appears 3 Cli
84. e default for this check box is not selected If you do not enable external initialization subscribers can initialize their mailboxes only from a local extension This prevents unauthorized access to mailboxes The Make Directory Available check box is selected by default If you clear the check box access to the Company Directory is removed from the Auto Attendant The Enable General Delivery Mailbox check box is selected by default This setting is for Norstar and Avaya Business Communications Manager Avaya BCM 6 0 only If you clear this check box external calls are not directed to the General Delivery Mailbox External calls are directed back to an Auto Attendant prompt or a CCR Menu prompt The Enable Redirect DN check box is not selected by default If redirect DN is enabled CallPilot uses the original dialed number when it receives a redirected call A call is redirected if a set that is call forwarded on busy to another location does not answer the call The call returns to the original site for call answering Select this check box only on the advice of support personnel The Enable Network Transfers check box is not selected by default If you do not select this check box CallPilot will transfer only local extensions If you use a Centralized Auto Attendant on an MCDN network you can enable network transfers to local and remote extensions on your system Examples of transfers that are when callers enter an extension while in the Auto
85. e message in the Alternate Language For example To hear this message in the Alternate Language press R To place an order press fi To add your name to our mailing list press 2 To reach our sales department press B To speak with the receptionist press 0 NN40170 300 Chapter 7 Custom Call Routing 83 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 B to reach the Sales department and hear the sub menu options To place an order press 1_ To add your name to our mailing list press 2 To speak with a Customer Service Representative press B To speak with the receptionist press 0 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 Destination The destination is where callers go after they listen to an Information node or leave a message in a mailbox Each Information node and Mailbox node must have a destination e Previous returns the caller to the previous menu e Home returns the call
86. e used by Contact Center routing or overflow tables you must also remove these references Refer to the Intelligent Contact Center Setup and Operation Guide for information on modifying the routing and overflow tables To remove references to a CCR Tree from a Greeting Table 1 5 Click the Auto Attendant heading Click the Greeting Tables link Click the Change link for the Greeting Table that uses the CCR Tree that you want to disable The Greeting Table Setup page appears 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 Click Submit To remove references to a CCR Tree from a CLID Routing Table Click the Auto Attendant heading Click the CLID Routing Table link The CLID Routing Table page appears 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 To remove the CCR Tree from the CLID Routing Table either e select another CCR Tree from the CCR Tree list box and enter the path in the Path box or e select a Greeting Table Extension or Mailbox to transfer the call to Click Submit NN40170 300 Chapter 8 Working with CCR Trees 99 Changing a node To change the properties of a node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link of the CCR Tree that contains the node you wa
87. eading 2 Click the Operator Settings link The Operator Settings page appears Check the Attendant Available option if the Operator is available Click Submit Changing the Business Open setting The Business Open setting overrides the scheduled times programmed for the Morning Afternoon and Evening in the Greeting Tables When Business Open is set to Yes greetings are played according to the time scheduled in the Greeting Tables For example if Business Open is set to Yes the Morning Afternoon and Evening Greetings play automatically according to the start times programmed in the Greeting Tables When the Receptionist or designated Operator sets the Business Open to No at the end of the business day or prior to the weekend the Non business hours Greeting continues to play until the Business Open is set to Yes Ask the Receptionist or designated Operator to select the Business Open check box in the morning when your company opens Ask the Receptionist or designated Operator to clear the Business Open check box at the end of the business day To change the Business Open setting 1 Click the Operations heading 2 Click the Operator Settings link The Operator Settings page appears 3 Select the Business Open check box if you want to enable the Business Open setting Click Submit Avaya Call Pilot Manager Set Up and Operation Guide 134 Chapter 14 CallPilot Manager operations Changing the Answer Lines Status Cal
88. ections a caller makes to reach a node Usually the Home node is 0 although callers do not need to press a key to reach the Home node calls for each day Below each day is listed how many times callers accessed the node not including any re prompting The calls for each day details e each call that arrives at the Tree e calls that go from the Home node to sub nodes e calls that are sent to the node from CLID based routing e calls that return to a Menu node by the previous menu operation by pressing at a sub menu or by the Next Action setting The difference between the count for a menu and the sum of the counts for its sub node is the number of times callers exit the menu by pressing or hanging up Total calls Total Calls shows calls that go to the Home node from a Greeting Table and calls that go to any node in the CCR Tree from CLID based routing In the absence of CLID based Routing the count of the Home node is usually the same as the Total Calls if the Home node is an Information node The count can be higher if the Home node is a Menu node because the count of any Menu node is included if the caller returns to the menu Port Usage Call Handling Report This report summarizes inbound and outbound call activity and port usage on a seven day rolling basis Use this report to identify volume and sources of call traffic and to determine if additional system ports are needed Use the Port Usage section e
89. ed and cannot conflict with the Group List leading digit This value is ignored if you do not enable the CallPilot User Interface The name prefix is for name dialing For example if you compose and send a message from a mailbox on a CallPilot User interface the telset plays a voice prompt To dial by name press wx where wx is the Name Prefix In the Special Prefix box type a one to two digit prefix that controls CallPilot style addressing The default is 19 If CallPilot User Interface is enabled this value must be specified and cannot conflict with the Group List leading digit This value is ignored if you do not enable the CallPilot User Interface The Special prefix is for sending network messages AMIS or VPIM messages For example while sending network messages on a CallPilot User Interface the telset plays a prompt To dial by name press wx For special addresses dial yz wx is the Name prefix and yz is the Special prefix From the Primary UI Style list box select NVM or CallPilot This setting is available for Norstar and Avaya BCM The default setting for these systems is NVM For other systems CallPilot is the default user interface To activate the Message Forwarding feature in the Outgoing SMTP Mail Proxy Server box type the IP address or if the BCM is configured with DNS the fully qualified domain name for the SMTP mail proxy server Not all Outgoing SMTP Mail Proxy Servers support read receipts or delivery receip
90. ed them For more information see Creating Customized Digits recordings on page 95 Restricting Outdialing You can apply dialing restrictions to Avaya Business Series Terminals and the extensions To restrict outdialing Do one of the following e Insystem programming assign dialing restrictions to the extension of the subscriber For additional information refer to your system documentation e In system programming assign dialing restrictions to the lines used for outdialing For additional information refer to your system documentation e In CallPilot Manager set the Outdial type for the subscriber s mailbox to None to restrict outdialing calls from the mailbox See Outdial type on page 33 and Changing mailbox settings on page 45 for more information NN40170 300 Chapter 3 CallPilot mailboxes 37 Initializing a mailbox Initializing a mailbox prepares your mailbox to receive messages A mailbox cannot receive and store messages until it is initialized Initializing a mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the CallPilot default password to the new password e recording the mailbox owner s name in the Company Directory Follow the procedure that pertains to the type of telephone interface you use Note After you set up and initialize your mailbox you can manage your mailbox using a telephone and F981 or using the onl
91. ee Properties page appears Click the Information link The new Information node appears on the CCR Tree Properties page Avaya Call Pilot Manager Set Up and Operation Guide 90 Chapter 8 Working with CCR Trees 8 Click the Change link for the Information node The CCR Information Node Properties page appears In the Caption box type a caption that describes the information for example Store Location and Hours From 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 e Previous returns to the Previous menu node e Home returns the call to the Home node prompt e Disconnect disconnects the call To record the Primary and Alternate prompts click Voice and follow the steps in Recording greetings prompts and names on page 53 to record a prompt from your computer or follow the steps in Importing greetings prompts or names on page 56 to select a previously recorded prompt These prompts are information messages that the callers hear when they are routed to this node Click Submit 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 mailboxes see Initializing a mailbox on page 37 To add a Mailbox node Use a Mailbox node to transfer callers to a Subscriber Information or Fax On Dema
92. eek you want to configure type a start time in the Morning Afternoon Evening and Non business boxes 5 Click Submit 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 133 Assigning a Greeting Table Attendant Callers who press 0 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 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Click the Change link of the Greeting Table you want to set up In the Attendant Extension box type the extension of the Greeting Table Attendant Click Submit Avaya Call Pilot Manager Set Up and Operation Guide 68 Chapter 6 Setting up the Auto Attendant 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 pref
93. een reset to the default the mailbox owner must change it to use the mailbox To reset a password refer to Changing mailbox settings on page 45 A mailbox owner cannot access their mailbox Each mailbox is assigned a maximum number of incorrect password attempts in its Class of Service CallPilot records the number of incorrect attempts from the last time the mailbox was successfully accessed If the number is exceeded the mailbox owner is locked out and hears the message This mailbox is locked to prevent unauthorized access Contact your administrator for assistance The mailbox cannot be opened again until you reset the password To reset a password refer to Changing mailbox settings on page 45 A mailbox is not in the Company Directory Verify the mailbox is initialized If the mailbox is not initialized it does not appear in the Company Directory Verify the Company Directory property for the mailbox is set to Yes Refer to Changing mailbox settings on page 45 Calls are answered by the wrong mailbox Verify the correct extension is assigned to the mailbox A mailbox cannot be added to CallPilot Manager Ensure that the mailbox is not already added Mailbox numbers must be unique Check that the number of mailboxes on your system has not been exceeded If you have exceeded the number of mailboxes you can purchase a software authorization code to add more The maximum number of mailboxes are CallPilot 100
94. endant 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 Incoming call Automated Attendant answers Company Greeting plays CLID Routing See About the CLID Routing Table on page 73 Custom Call Routing Menu Automated Attendant Menu options play See About options play See Auto Custom Call Routing on page Attendant Menu on page 69 79 The Touchtone Gate voice prompt is not played to internal callers For internal callers on Avaya BCM the Touchtone Gate voice prompt is not played when they use Feature 981 or Feature 986 NN40170 300 Chapter 6 Setting up the Auto Attendant 73 If you disable Touchtone Gate re record the Company Greeting to include Jf 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 about recording Greetings refer to Recording a Company Greeting on page 65 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 recog
95. enorassccresserscecenmresscoennnsveceenend vs conbemarscosemesdicunuses RA 103 To reset the statistics for all IMG OKGS sec st cinoscasspicunsativeuis scans beasscantannencerd paateannenssanite 112 CallPilot system properties 00 cece eee eee eee eee 115 Service Directory Numbers 2002 cece eee e eee eee teens 119 TOadd a Service DN Table Bip sesscissrcesscccsicevescediaces tekanteetasnt ctneniacignenicdes ieceneuacicaieds 120 To change a Service Directory Table entry ccccceesseeeeeeeeeeeeaeeeeaeeeteaeeseneeeeteaeeens 122 To delete a Service Directory Table entry cccccceceeeseeeeeeeeseeeeeteeaeeeesaeeseeeeeeteaeeens 123 Dialing TANGIAUON csccect sce tivenstadia ee aiewta sen neoni 125 To set the Dialing Translation properties ccccesccceeeeeeseeceeeeeeeceeeeeeeseeeeeeeseseeeeneees 128 To build a Dialing Translation Table ssccaresscces ecavscccceeresstecaeiness cccstmavconeamer teiaekarsicceentess 128 To review Dialing Translation Table entries c ccceceesseceeeeseeneeeeeeeseeeeeeeeeseeeeeeess 129 To change an entry in the Dialing Translation Table cccsscceeeeesseneeeeeeeeeeeeees 129 To delete an entry in the Dialing Translation Table cceesscceeeeeeeeeeeeeeeeeeeeeeee 129 CallPilot Manager configuration 00 cece eee eee eee 131 To enable a keycode for Business Communications Manager ccceeeeeeeeeeees 131 TO view switch PUN a hs ic
96. ension Mailbox owners can use the Open Mailbox feature 4 9 6 f_ from alternate extensions Subscribers can use the Interrupt feature 9 8 7 from the alternate extension the same way as on the primary extension If you use telephone administration and delete the primary alternate extension using 9 8 BJ the second alternate extension is automatically deleted For more information see the Avaya CallPilot Telephone Administration Guide Express Messaging Line When you create a Subscriber mailbox you can assign an Express Messaging Line to it if the subscriber wants to have fax and voice calls go to their Subscriber Mailbox without ringing at their extension Callers hear the mailbox greeting and can leave voice and fax messages When Message for you appears on the telephone display the subscriber can open their mailbox and access their voice and fax messages If subscribers have the Fax option enabled they can inform people that the Express Messaging Line number is their fax number and have it printed on their business cards Subscribers must have the Fax option enabled to receive fax messages on the Express Messaging Line NN40170 300 Chapter 3 CallPilot mailboxes 35 For Avaya BCM an Express Messaging Line can be set up as Fax Only If the Fax Only option is selected the caller does not hear a greeting and cannot leave a voice message Selecting this option
97. ent Contact Center installed If you do not have Contact Center installed go to step 4 Atdt avail H 4 Press HET CHHG HE sT Business openi H 5 Press HEXT CHHG HET Answer lines H 6 Press CHHG CHHG HET If you set Answer Lines to N the display shows Disabling If you set Answer Lines is set to Y the display shows Enabl ina 7 Press to end the session Avaya Call Pilot Manager Set Up and Operation Guide 142 Chapter 14 CallPilot Manager operations NN40170 300 143 Chapter 15 Message Forwarding With the Message Forwarding feature mailbox owners can send an e mail message when new or urgent voice messages arrive in their CallPilot mailbox Message Forwarding can attach the voice or fax message to the forwarded e mail message so users can play the voice message or view the fax on the destination device Mailbox owners can forward messages to any e mail device including desktop e mail clients personal digital assistants PDA and wireless devices that support e mail including SMS enabled mobile phones that can receive e mail Note Messages from a fax machine forwarded to a Nokia S60 series device cannot display the fax image attachment This feature is available for subscriber mailboxes and is activated with the Unified Messaging keycode There must be as many Unified Messaging keycode seats as there are mailboxes with all Class of Services COS with Message Forwarding enabled
98. er a value signifies any digits in the telephone number that remain to be dialed CallPilot automatically adds the after every Input and Output value A telephone number either matches or does not match a specific Input value An example of a Dialing Translation Table from a site in metropolitan Toronto INPUT OUTPUT 011 011 416 i 905206 905206 90527 90527 etc etc 135 more 135 more entries entries 905 1905 1 Explanation The Table does not attempt to translate international telephone numbers The Table removes the 416 area code and dials all calls as 7 digits These telephone exchanges can be dialed as local no long distance charges 10 digit calls from the 416 area All other 905 numbers not listed in the Input column are long distance numbers and must be dialed as 11 digit long distance numbers Any numbers that start with digits other than 011 416 and 905 are long distance and have 1 added as a prefix A sample Dialing Translation Table from a site with area code 206 near the border with area code 360 INPUT OUTPUT 011 011 20644 44 206626 626 etc etc 40 more 40 more entries entries 206 1206 360224 360224 360227 360227 360472 360472 360 1360 1 Explanation The Table does not attempt to translate international telephone numbers Due to the site location some calls can be dialed as local 7 digit numbers All
99. er to the Home node e Disconnect disconnects the call You can assign destinations only to Information nodes and Mailbox nodes To see how destinations are used in a CCR Tree refer to An example of a CCR Tree on page 84 Path A Path can be a series of menus Information nodes 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 84 Park and Page node A Park and Page node parks a call and announces it to a paging zone overhead paging system or both Depending on the configuration you select the page can be repeated until the parked call is answered An unanswered call returns to the CCR Tree Avaya Call Pilot Manager Set Up and Operation Guide 84 Chapter 7 Custom Call Routing An example of a CCR Tree Home node To place an order press fi To add your name to our mailing list press To speak to our sales department press 3 To speak to our service department press 4 To speak to our receptionist press 0 Transfer Sub menu Mailbox Sub menu Transfers the call to the Service department To leave an order request press 1 To hear our weekly To be included on specials press 1 our mailing list leave your name and address after the tone To speak to the sales department press 2 To speak to the order desk r
100. er 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 4 6 To register for our fall classes press 2 B To reach our receptionist press 0 Note The number 46 in this example is an operating telephone extension and the number 28 is the Guest mailbox Make sure the leading digit of Guest mailbox numbers is different from the leading digit of the extensions If 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 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 30 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 A
101. erence for a Greeting Table This setting determines which language the Auto 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 Click the Change link of the Greeting Table you want to set up From the Language Preference list box select Primary to use the Primary Language or select Alternate to use the Alternate Language 5 Click Submit 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 Auto Attendant in favor of Menu Repeat To assign a menu repeat key Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Click the Change link of the Greeting Table you want to set up From the Menu Repeat Key list box choose a digit that lets callers repeat the current menu prompt 5 Click Submit NN40170 300 Chapter 6 Setting up the Auto Attendant 69 Auto Attendant Menu The Auto Attendant Menu plays
102. ersonal Target Attendant If not callers are directed to the Target Attendant specified in the Greeting Table NN40170 300 Chapter 3 CallPilot mailboxes 31 Record A Call Lets subscribers use the Record A Call feature With Record A Call 2 8 you can record an active telephone call The recorded message is placed in the subscriber s mailbox With appropriate setup the call can also be placed as a wav file in a network location You can choose Disabled Announced or Silent Note Silent recording may be illegal in certain jurisdictions Consult your legal advisor before choosing Silent Recorded Call SFTP Destination This attribute appears only if Intelligent Call Center ICC keycode is installed The administrator can select an SFTP destination previously configured under Voice Messaging When a system administrator defines an SFTP folder as a storage location on the network these storage locations must be on an SCP server BCM supports OpenSSH 3 7 Note BCM does not support secure file transfer protocol SFTP as Business Element Manager BEM screens in Silent Record a Call SRC and Backup Restore Utility BRU indicate Instead the secure copy protocol SCP is supported Therefore wherever an SFTP server is required a server supporting SCP should be setup instead Additionally all instances phrase SFTP in the EM should be taken to mean SCP User Interface Message Forw
103. ery 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 37 Subscriber mailboxes Create a Subscriber mailbox for each person in your organization who needs 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 For information about initializing a mailbox refer to Initializing a mailbox on page 37 NN40170 300 Chapter 3 CallPilot mailboxes 27 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 CallP
104. es or the caller disconnects whichever occurs first If the call is still unanswered CallPilot unparks the call plays the The person you have called is not available prompt and the call returns to the CCR Tree The people who are paged hear the paging prompt and the park string for example Electronics please pick up 101 If you use Customized Digits your Customized Digits recordings are used to play the park string If you do not use Customized Digits CallPilot system prompts are used to play the park string which means that callers hear two different voices For more information about Customized Digits refer to Creating Customized Digits recordings on page 95 Unanswered parked calls wait for the retry interval as defined in the park and page node s properties and then the page is retried Note To use Park and Page you must have a park prefix defined in your system telephony programming If you change the park prefix you must wait 15 minutes for the change to take effect If you want the change to be effective immediately you must reboot your system If you use a Avaya Business Communications Manager Avaya BCM 6 0 contact your System Administrator NN40170 300 Chapter 8 Working with CCR Trees 93 Note If you configure a CCR Tree with a Park and Page node with the Transfer before Page and program a telephone with Call Forward No Answer CFNA you must ensure the number of rings for CFNA
105. es 89 Callers can press to hear more options such as To hear our weekly specials press i To speak with the Order Desk press R 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 Click the Change link for the CCR Tree that you want to add a Menu node to The CCR Tree Properties page appears Click the Menu link The new Menu node appears on the CCR Tree Properties page Click the Change link for the Menu node The CCR Menu Node Properties page appears In the Caption box type a caption for the node To record the Primary and Alternate prompts click Voice and follow the steps in Recording greetings prompts and names on page 53 to record a prompt from your computer or follow the steps in Importing greetings prompts or names on page 56 to select a previously recorded prompt Click Submit 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 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link for the CCR Tree that you want to add an Information node to The CCR Tr
106. ese greeting numbers play during the periods you define in the Hours settings From the CCR Tree list box 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 Assigning a CCR Tree is optional You must build a CCR Tree before you can assign it In the Hours boxes enter the start times for the Morning Afternoon Evening and Non Business greetings These times determine when greetings and CCR Trees apply to the holiday Click Submit NN40170 300 Chapter 6 Setting up the Auto Attendant 63 About Holiday status The Status column in the Holiday List shows the status of the holidays You can edit update or delete holidays from here After a holiday expires you can open and edit it so it applies to the upcoming year Mailbox Administration Auto Attendant General Properties Lines Administration Change Many Lines CLID Routing Table Greeting Tables Holidays Conpany Greetings Qustomized Digits Custom Call Routing Networking Contact Center Reports Configuration Operations Holiday List Christras December 25 Repeating Change Delete Easter April17 2006 Pending Shange Delete The status of items in the Holiday List can be Unused a holiday that you have not yet configured Today a holiday that matches the system date If a holiday occurs on the day you access the H
107. ess 2 P To hear about our sales Destination PREV contest press Information node Information Transfer Mailbox Park and Page node Parks the call and Our weekly specials are Destination PREV Transfers the call to the order desk Leave your contact information and a sales person will contact you Destination DISC pages the sales department Ideal Office Machines is having a sales contest Destination PREV NN40170 300 85 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 1 Create the Home node The Home node can be a Menu node an Information node a Transfer node or a Mailbox node e if you want to give callers a list of options create a Home menu node e if you want callers to hear an announcement and then be disconnected create an Information node e if you want callers to transfer to an extension or external telephone number create a Transfer node e 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 88 2 Assign the CCR Tree to a Greeting Table You can assign a CCR Tree for each time of day 3 Test the
108. essage Forwarding Mailbox lt mailbox id gt An email messaging error occurred while delivering the message Outgoing SMTP Mail Proxy Server account password changes must be updated in the Call Pilot Manager System Properties page Authentication on Outgoing SMTP Mail Proxy Server fails because SMTP AUTH LOGIN or PLAIN authentication is not supported by SMTP server Call Pilot Manager Event log shows SMTP SmtpSendMail SmtpSendCommand AUTH LOGIN not enabled rc 32030 0x7d1e Problem resolution Ensure the correct Account Name and Password settings are entered on the Call Pilot Manager System Properties page if outgoing SMTP AUTH LOGIN or PLAIN authentication is required by SMTP server Contact your mail server administrator for more information Avaya Call Pilot Manager Set Up and Operation Guide 148 Chapter 15 Message Forwarding Example 3 An email messaging error occurred while delivering the message This issue will result in alarm 44010 VoiceMail Message Forwarding Mailbox lt mailboxid gt An email messaging error occurred while delivering the message The STLog out contains log entries for all forwarded messages and shows Outgoing SMTP Server SMTP reply codes The following is an example of a successful forwarded message 2008 05 13T09 49 20 711 INFO STLog 0 SMTP SmtpSendCommand Recv 250 zcarhxm1 corp avaya com Hello 47 135 152 193 rc 1 0x1 2008 05 13T09 49 20 713 INFO STLog 0 SMTP SmtpSendComma
109. eting The greeting caption can be a maximum of 30 characters Click Submit Note If you want to change the Greeting Caption click the Change Caption link and make your changes NN40170 300 Chapter 5 Recording greetings prompts and names 57 Exporting greetings prompts or names You can export a previously recorded greeting or prompt to a computer file in wav format or in its native format Export the greeting or prompt in its native format if you want to re import the file later You can re import the file to your system or another voice mail system Export the file in its native format if you want to use the same company greetings or Auto Attendant prompts at different company locations If you keep the file in its native format you avoid converting the file to another format which can lessen its sound quality Export the greeting or prompt in wav format if you want to edit the sound file on your computer To export a previously recorded greeting prompt or name 1 2 Click the Voice link At the Export option click either the Native Encoding or WAV Encoding link The File Download dialog box appears Click Save this file to disk or Save and click OK The Save As dialog box appears From the Save in list box navigate to where you want to save the file and click Save Avaya Call Pilot Manager Set Up and Operation Guide 58 Chapter 5 Recording greetings prompts and names NN40170 300 59
110. f your ISP requires this security to send e mails enter the account name and password in these fields The SMTP AUTH LOGIN and PLAIN authentication mechanisms are supported Contact your ISP for more information e Enable Message Forwarding in the mailbox Class of Service COS e Assign the COS to the subscriber mailbox e You have the option of changing the Enable Message Forwarding User Administration check box if you do not want subscriber mailbox owners to enter an e mail address in the Message Forwarding Email Address text box in Mailbox Manager Caution If you clear this check box the e mail address appears as read only instead of a read write text box in Mailbox Manager If you clear this check box you must enter an e mail address for the subscriber mailbox on the Add Mailbox page in Call Pilot Manager before the user can enable Message Forwarding By default the Enable Message Forwarding User Administration check box is selected 2 The mailbox owner configures Message Forwarding for the mailbox using Mailbox Manager Mailbox Manager is a Web based application that mailbox owners use to manage their CallPilot mailbox online Users can access Mailbox Manager at https lt BCMIPaddressOrHostName gt MailboxManager To configure Message Forwarding 1 In Call Pilot Manager click the Configuration heading 2 Click the System Properties link The System Properties page appears 3 To activate the Message Forwarding feature in
111. ference and to transfer a caller into a conference Avaya Call Pilot Manager Set Up and Operation Guide 16 Chapter 1 Getting started Audience This guide is for system administrators who configure and maintain CallPilot on an Avaya BCM To use this guide you must e be an authorized system administrator e be knowledgeable of CallPilot Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description Avaya BCM Avaya Business Communications Manager CCR Custom Call Routing CFAC Call Forward All Calls CFB Call Forward on Busy CFNA Call Forward No Answer CLID Calling Line Identification CO Central Office COS Class of Service DID Direct Inward Dialing DN Directory Number DND Do Not Disturb DTMF Dual Tone Multi Frequency EWT Expected Wait Time MMCC Multimedia Contact Center MWI Message Waiting Indication NVM Norstar Voice Mail NN40170 300 Chapter 1 Getting started 17 Symbols and text conventions These symbols are used to Highlight critical information for the BCM system S Caution Alerts you to conditions where you can damage the equipment A Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work l f improperly Note A Note alerts you to important information Tip Alerts you to additional inf
112. g 2 Click the System Properties link The System Properties page appears The Voice Mail version is displayed 3 In the Max Outcalling Channels box type the maximum number of channels used for calls generated by voice mail Do not type a value that is higher than 50 of your available channels The limit ensures that there are enough channels to accept incoming calls from outside callers and subscribers The default number of voice channels assigned for outcalling is 1 If you have Multimedia Contact Center installed on your system or if you use AMIS networking set the Max Outcalling Channels to a value higher than 1 Also to ensure that the Outcalling Channels do not consume all the available voice ports set the minimum number of voice ports to a number higher than the Outcalling Channels For more information see the BCM Administration Guide 4 The Enable Voice Mail check box to is selected by default If you enable voice mail callers who call an extension that does not answer or is busy transfer to the extension s mailbox If you clear the Enable Voice Mail check box e External Callers cannot leave messages in mailboxes Callers are returned to the Auto Attendant to make another choice e If your system uses the Norstar Voice Mail UI callers can leave messages through Custom Call Routing Feature 980 and Feature 986 Callers can send and receive messages using Feature 981 e Subscribers can record and send messages from their mail
113. ge Forwarding User Administration check box if you do not want subscriber mailbox owners to enter an e mail address in the Message Forwarding Email Address text box in Mailbox Manager Avaya Call Pilot Manager Set Up and Operation Guide 116 Chapter 10 CallPilot system properties 29 30 31 Caution If you clear this check box the e mail address appears as read only instead of a read write text box in Mailbox Manager The mailbox owner will not be able to enter an e mail address and will not be able to use Message Forwarding If you clear this check box you must enter an e mail address for the subscriber mailbox on the Add Change Mailbox pages in Call Pilot Manager The mailbox owner cannot use Message Forwarding until you enter the e mail address By default the Enable Message Forwarding User Administration check box is selected For more information about the Message Forwarding e mail address see Adding a Subscriber mailbox on page 39 If required in the Message Forwarding From E Mail Address box type the From e mail address for sending outgoing mail Note Enter the Message Forwarding From E mail Address only if you use an Outgoing SMTP Mail Proxy Server that is provided by Yahoo or another provider requiring a specific From e mail address for outgoing mail Some Internet Service Providers ISP e mail providers like Yahoo require a specific From e mail address for outgoing mail for security purposes
114. ger Set Up and Operation Guide 4 Task List Working With CCR Trees 1 6 ccscrscctestctscesviawisscenseveawnes 87 Te ule eG TE ar a ainsi ee Gain ee Gees 87 Tooted a Home MONU WIS Case iccstseteracssiangsassatesdcaacettindetneaedaiaeactidanmmentdas manatee 88 To create a Home UG MANN WD sar cecnisecsdersissanseariadsiane Badeeai tars aa 88 Tootedte a Home Transier NS ccscctonccei crag sczeacenas seatapiasa aaa baaa 89 To creato a Homne MallDOX TOJE siieiccctess cussisteasriieatsni enadies eat reaieermaaeee 89 Te a OGOR T ia a 90 Toad a MONU TS socane R 91 Toodi an Moman hode sson icancnecersaunateasesneceee eaviamatiensmeectennidaine 91 Toad a MAIDA FUN anana a 92 Toad a Mo E O n tedteiccedicaasiudabasadiggs sidede iets teas saeaupsanned co aaieeeieadonanties 93 Te 0d a Park and Faga NOU ccctia nancies mastesnmandeen anil nari mace 95 Te create Customized Digits recordings iccacissiccsasicvaxsenazianecoaneteanecssauaceteesdsevessmnandeceeees 97 Te assign a CCR Tree to a Greeting Table csncces nian caine asain 98 To remove references to a CCR Tree from a Greeting Table ccceceeseeeeeeneees 100 To remove references to a CCR Tree from a CLID Routing Table ceeee 100 Tochange the PIGS of a NOAE oso cccs s crcdcacea sci saaaespandsianstenna nisin erindi 101 Teale lie tie CLG en ea a ee eeu Gehan 101 Todelt a OCR TIOE kassiir A i ae ieee 101 Ron PGES ogee tes ece caret Sack cesee ia es 103 WG generale a PEDO veresccccosersccc
115. ging at their telephone To Call Forward All Calls To CFAC press 4 QJ eJ 4 To cancel CFAC Press or press CAHCEL or press Call Fwd J Note If you use CFAC you cannot have any lines or answer DNs gt programmed to ring at your set because these calls will go to your mailbox NN40170 300 Chapter 18 CallPilot configuration tips 167 How to set up CallPilot for different businesses There are several ways to set up CallPilot in your company How you set up CallPilot depends on whether you use a Business Communications Manager or Norstar system and how many CO lines you use Here are examples of CallPilot configurations for a small and a medium company and some useful application tips CallPilot for a small business On Your Toes Dance Studio CallPilot is the Call Forward No Answer CFNA extension for all the telephones in the office This means that any call that is not answered by a mailbox owner transfers to their mailbox Each mailbox owner has buttons programmed on their display telephone for the CallPilot Leave Message feature 41 R 8 0 and the Open Mailbox feature B This gives easy access to these frequently used features Employees have a mailbox number that is the same as their telephone extension All mailbox owners have initialized their mailbox and recorded a Personal Mailbox Greeting The central receptionist The On Your Toes Dance Studio s receptionist
116. greeting press or if you are in Europe or Australia press 88 Enter the System Administrator Mailbox number and password and press Press 8 0 B to access the Remote Administration Menu a fF WA N Change a greeting or assign the Business Status to open or closed Note If you are going to perform remote administration make sure you follow the correct interface determined by the user interface programmed in the Class of Service of the System Administration mailbox For information about Class of Service settings see Mailbox Class of Service on page 30 NN40170 300 Chapter 14 CallPilot Manager operations 141 Setting up line answering CallPilot can answer all your Central Office CO lines included in line configuration You can designate whether or not CallPilot answers your company lines When Answer Lines is enabled CallPilot answers the incoming calls and presents each caller with the Company Greeting and the Auto Attendant menu When Answer Lines is disabled CallPilot does not answer incoming calls Your receptionist must answer and route incoming calls For more information about line configuration refer to Setting the Auto Attendant properties on page 70 To assign Answer Lines 1 Press 4 eJ BJE Pswd 2 Enter the Operator password and press Ok RETR Ok Choose option Press OFER OPER MODE This display appears if you have Intellig
117. gured and CallPilot must be initialized Computer requirements The computer you use to run CallPilot Manager must have e Windows XP Professional SP3 Windows Vista SP2 Windows Vista Business Windows Vista Ultimate Windows Vista Enterprise 32 bit and 64 bit or Windows 7 0 e 64 MB RAM 10 MB disk space e minimum screen resolution of 1024 X 768 pixels Browser requirements Call Pilot Manager supports these browsers e Internet Explorer 6 0 7 0 and 8 0 If you use Microsoft Internet Explorer set the following parameters e Check for newer versions every visit to the page For more information about these settings refer to your web browser s Help Avaya Call Pilot Manager Set Up and Operation Guide 22 Chapter 2 Using CallPilot Manager If not all the CallPilot settings shown in this guide appear in your browser e refresh the browser by clicking Refresh or Reload e upgrade your browser Note Call Pilot Manager Help is best viewed in Internet Explorer There can be some page format inconsistencies if you use other browsers Starting CallPilot Manager After you enable Call Pilot Manager on your Avaya BCM you can access Call Pilot Manager in three ways e Business Element Manager e Web browser BCM IP address CallPilotManager e Web browser BCM Web page Administrator Applications To start CallPilot Manager for BCM from Business Element Manager 1 Log on to Business Element Manager Select the Conf
118. hat have distributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Task List E oE ela o oo cccac E E EE E T E E E E 13 Using Call
119. he call rings at the appropriate telephone You can send calls to the appropriate mailbox instead depending on time of day If you disable name and extension dialing when a caller dials an extension or name the call goes to the corresponding mailbox If no initialized mailbox exists for the extension the caller hears The person you have called is not available followed by the Auto Attendant or the CCR menu voice prompt If a fax machine calls the Auto Attendant or CCR tree at a time of day when you have disabled DN dialing the call is transferred to the fax extension 1 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears 3 Select the Greeting Table you want to edit The Greeting Table Setup page appears 4 Select the Disable DN Dialing check box for any time of day when you do not want callers to be able to use name or extension dialing NN40170 300 Chapter 6 Setting up the Auto Attendant 67 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 Click the Auto Attendant heading 2 Click the Greeting Tables link The Greeting Tables page appears Click the Change link of the Greeting Table you want to set up For the day of the w
120. he morning when your company opens At the end of the business day have the Receptionist or designated Operator set the Business Status to No To set the Business Status 1 Press eJBJBJ Pudi 2 Enter the Operator password and press OK RETRY Ok Choose option 3 Press OPER OPER MODE This display appears if you have Intelligent Contact Center installed If you do not have Contact Center installed go to step 4 Atdt avail 4 Press HEXT CHHG HET Business openi H 5 Press CHHG to toggle between Y and N CHHG MEST 6 Press to end the session Avaya Call Pilot Manager Set Up and Operation Guide 140 Chapter 14 CallPilot Manager operations Changing greetings or the Business Status from a remote telephone You can change a greeting or the Business Status from the dialpad of an external tone dial telephone You must perform administration from the System Administrator Mailbox Norstar Voice mail Interface From an outside tone dial telephone call the System Administrator mailbox During the greeting press or if you are in Europe or Australia press 88 Enter the System Administrator Mailbox number and password and press Press 9 R to access the Remote Administration Menu a fF WA N Change a greeting or assign the Business Status to open or closed CallPilot Voice mail Interface From an outside tone dial telephone call the System Administrator mailbox During the
121. heck that your system supports the feature you are trying to use If calls are not completed when you try to reply to a CLID message or reach an Off premise Message Notification number ensure Outdialing is assigned is available and is correctly configured For more information refer to your system documentation NN40170 300 Chapter 17 Troubleshooting CallPilot 161 Personalized greetings do not play Personalized greetings do not play if a telephone is on Call Forward Busy or Call Forward All Calls to the CallPilot extension number If you use analog lines and a telephone is CFB or CFAC Personalized greetings depend on the CLID information that is received prior to the second ring Personalized greetings do not play if the Auto Attendant is set to answer at 0 or 1 ring The Primary or Alternate Personal Mailbox Greeting plays instead Change the number of rings to 2 or more Mailboxes do not accept messages A mailbox does not accept messages if e itis not initialized e CallPilot message storage capacity is full Messages are removed from a mailbox If messages are being removed check the message retention period in the mailbox Class of Service To check the Class of Service refer to Viewing or editing a Class of Service on page 46 A mailbox owner lost the mailbox password A forgotten password cannot be recovered The password associated with the mailbox must be reset to the default password 0000 After a password has b
122. hen 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 e number of messages recorded and their total length and average length e number of times the maximum message length is reached e number of messages received and their total length and average length e number of times the mailbox is accessed for log on or call answering with total connect minutes and resulting average e average time before new messages are played e average time before messages are deleted e number of times when log on authentication fails because of password failure A possible attempt at unauthorized access to a mailbox e cumulative averages for the above e 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 NN40170 300 Chapter 9 CallPilot reports 105 CCR Tree Usage Report This report shows the Tree number the Greeting Tables the CCR Tree is assigned to
123. if you do not have the Fax option installed on your system For information about Fax refer to the CallPilot Fax Set Up and Operation Guide Unified Messaging With Unified Messaging subscribers can use their email application to access voice fax and text messages from their personal computer Unified Messaging can be used with several popular email applications NN40170 300 Chapter 1 Getting started 15 Message Forwarding With the Message Forwarding feature mailbox owners can send an e mail message when new or urgent voice messages arrive in their CallPilot mailbox Message Forwarding can attach the voice or fax message to the forwarded e mail message so users can play the voice message or view the fax on the destination device Mailbox owners can forward messages to any e mail device including desktop e mail clients personal digital assistants PDA and wireless devices that support e mail For more information about Messaging Forwarding see Message Forwarding on page 143 Note You apply Messaging Forwarding as a software update For information about installing software updates see the Avaya Business Communications Manager Administration and Security NN40170 603 This feature is available for subscriber mailboxes and is activated with the Unified Messaging keycode Desktop Messaging With Desktop Messaging subscribers can access their CallPilot mailbox from their personal computer Subscribers can manag
124. igits page appears 2 For digits 0 through 9 click the Voice links and record your customized digit recording In your recording say the name of the digit for example three For information about recording greetings see Recording greetings prompts and names on page 53 Record alternate Customized Digits recordings if your system uses an alternate language Click the Auto Attendant heading Click the General Properties link The Auto Attendant Properties page appears 6 Click the Use customized digits check box If you do not select this check box system voice prompts are played 7 Click Submit Avaya Call Pilot Manager Set Up and Operation Guide 96 Chapter 8 Working with CCR Trees 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 Configuring line answering on page 77 To assign a CCR Tree 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 assign a CCR Tree to The Greeting Table Setup page appears 4 Select 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 5 Click Submit Making a CCR Tree a destination in the CLID
125. iguration tab Click the Applications folder and click the Voice Messaging Contact Center task The Voice Messaging Contact Center panel appears 4 Click Launch CallPilot Manager The Call Pilot Manager Main Menu opens in your Web browser To start Call Pilot Manager for BCM from a Web browser 1 Point your Web browser to http lt BCM IP address gt CallPilotManager The Administration Login page appears In the User ID box enter your BCM User ID In the Password box enter your BCM password Click Submit The Call Pilot Manager Main Menu appears You can also access Call Pilot Manager from the BCM Web page 1 Point your Web browser to http lt BCM IP address gt 2 In the User ID box enter your BCM User ID 3 In the Password box enter your BCM password 4 Click Submit The BCM Web page appears NN40170 300 Chapter 2 Using CallPilot Manager 23 5 Click the Administrator Applications link The Administrator Application page appears 6 Under the Administrator Management Tools title select the CallPilot Manager link The Call Pilot Manager page appears 7 Click the Launch CallPilot Manager link The Call Pilot Manager Main Menu page appears About the CallPilot Manager interface Headings expand and display their links when you click them Return to Main menu Quit CallPilot Open online Help Manager Mailbox Administration Auto Attendant Custom Call Routing Networking
126. iines 64 To change anenty in the Holiday LIST sccsiccdsscuss pga aaenstansideaspeadsdunsmnasicaatpaaieehsunsadeaepis 67 To delete an ontry in the Holiday Lisl usrennorcunsronisneniiianneineoitiinunais 67 T record a Company Greeting s sisian niriana aaasta 68 To assign greetings to a Greeting Table cccccccccesssccceesssseeeeesenseeeeesssneeeeeesentaeeeesees 69 TOSSO MA TOUS A 70 To assign a Greeting Table AUS A IW vies sccissssiieas ars imaiiiissenrcassroustenienasdiniearcirerin 70 TS SESSION a language preferonte ccisiatisanorivicasvesiesaisnnsaeseinadanbssaisenenontansbenseaaiannennsadndeannna 71 Toassigni a mMenu repeat KOy sais dis inazcsrey aaseeanitiaaseneipactegel S 71 Torecord a Custom Menu Prompt csscecincinsiesrepagd aeaea ad naani 72 To Set the Auto Aitendani Prope mes asnusinorunndineninnennn an 73 To add a telephone number to the CLID Routing Table 0 cccccceeeeeeeeeeeeeeeeeeneeeees 78 To change a telephone number in the CLID Routing Table ccsssccccessssteeeeeeees 79 To delete a telephone number in the CLID Routing Table cccesceeeeeeeeeeneeees 79 To coniigure answering Tor one line wemerer eer erent trre tre cere rt tertert meee ye reer rere tree 80 To configure answering TOF several NES icisdinccsiesdscneestsaassassaesadncuednagaioasnbedenanedanasnnkees 80 Custom Call ROULUING 2 66 sas deseienicks recessed sees asrini earna 81 Te PA a COR Tee renar na ein 83 Avaya Call Pilot Mana
127. ilot can be designated as the prime extension CallPilot answers with the Auto Attendant Private line When private lines are assigned to a set programmed to ring CFNA to CallPilot is answered by the set s mailbox If a private line is the only appearance on that set CallPilot transfers calls through the intercom button Note If the private line is not programmed to ring CFNA is not activated Ringing line preference Ringing lines programmed to telephone extensions are recognized by CallPilot Features such as CENA and CFAC to CallPilot are not recognized by non ringing lines programmed to a telephone extension Refer to Call Forward No Answer CFNA on page 172 Call Forward All Calls CFAC on page 172 and Answer buttons on page 171 Selective Call Forward Refer to Do Not Disturb DND on page 173 Service Modes With the Service Modes feature you can program the system to forward all incoming calls to CallPilot during specific time periods such as lunch time or non business hours CallPilot answers with the Auto Attendant NN40170 300 Chapter 18 CallPilot configuration tips 175 Transfer Callback Calls through the Auto Attendant that transfer to an extension without CFNA are routed by Transfer Callback to CallPilot after the designated number of rings The CFNA Transfer Callback feature is programmed so that calls with the fewest rings take precedence Features not available for CallPilo
128. ilot services give clients access to internal messaging and call routing and let customers leave telephone orders You can use Guest mailboxes to e take personal catalog shopping orders e list classes or seminars and let callers register by telephone e 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 Avaya Call Pilot Manager Set Up and Operation Guide 28 Chapter 3 CallPilot mailboxes Aft
129. imum number of incorrect password attempts in the Max incorrect Password Attempts box type a value from 4 20 If you want to change the password expiry setting in the Password Expiry box type a value from 1 365 days or type 0 if you do not want the password to expire If you want to change the networking setting select or clear the Enable Networking check box This check box appears only if the Message Networking option is installed If you want to change the personal attendant setting select or clear the Enable Personal Target Attendant check box If you want to change the record call setting select Disabled Announced or Silent from the Record a call drop down list The default setting is Disabled If you want to add or change a network location where the Record a call will be recorded as well as the subscriber mailbox you need to specify the appropriate SFTP destination for Recorded Call SFTP Destination SFTP destinations can be specified using Business Element Manager From the Business Element Manager click Configuration gt Application gt Voice Messaging Contact Center to specify the SFTP destinations When a system administrator defines an SFTP folder as a storage location on the network these storage locations must be on an SCP server BCM supports OpenSSH 3 7 Note BCM does not support secure file transfer protocol SFTP as business element manager BEM screens in Silent Record a Call SRC and Backup Restore Utili
130. ine Mailbox Manager You access Mailbox Manager at http lt BCMIPaddressOrHostName gt MailboxManager To initialize a mailbox 1 Press Q 6 f J 2 Log on by following the voice prompts 3 Enter the default password O O 0 0 Must change Pswd 4 This display appears briefly to indicate that you must change your password Pswd 5 Enter a new password from four to eight digits long that RETR Ok does not start with zero Press OK or J Again 6 Reenter the new mailbox password and press OK or RETRY ai p press AE oE Record name 7 Atthe tone record the name in the Company Directory pele a Include the mailbox number in the recording For example Pat Smith mailbox 5813 Press OF or to end the recording Accert name 8 Press OK or to accept the recordin RETR PLAY m or a p press PLAY or to listen to the recording or press RETR or to re record your name 9 Press to end the session Avaya Call Pilot Manager Set Up and Operation Guide 38 Chapter 3 CallPilot mailboxes Checking which mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot You determine which interface is assigned to mailboxes Use this procedure to check which mailbox interface you use then follow the procedures in the guide that apply to your interface Some procedures apply to both interfaces To check which mailbox interface you use 1 P
131. ing 101 Mailbox Information 102 Message Usage 110 Port Usage Call Handling 106 System Configuration 108 resetting to factory default 131 troubleshooting 159 CallPilot Feature Compatibility ATA 2 and ASM 171 Camp On 172 Delayed Ring Transfer DRT 173 Disconnect Supervision 173 Do Not Disturb DND 173 Hold 173 Intercom numbers 173 Language choice 173 Messages 174 Night Service 174 Prime Set 174 Private line 174 Ringing line preference 174 Service Modes 174 Set Relocation 172 Transfer Callback 175 CallPilot features Auto Attendant 13 Fax Answering 13 Voicemail 13 CallPilot Manager backing up and restoring 131 browser requirements 21 computer requirements 21 interface 23 reports All Mailbox Activity 104 CCR Tree Usage 105 Directory 101 Event Log 104 Fax Usage 107 Mailbox Information 102 Message Usage 110 Port Usage Call Handling 106 System Configuration 108 Avaya Call Pilot Manager Set Up and Operation Guide 190 Index starting from Business Communications Manager 22 starting from CallPilot 150 22 system requirements 21 CallPilot options Contact Center 14 Desktop Messaging 15 Fax 14 Message Networking 14 Unified Messaging 14 CallPilot UI setting 114 Camp On CallPilot Feature Compatibility 172 Canadian Pronunciation setting 114 Caption greeting 54 56 CCR Tree assigning to a Greeting Table 66 96 building 85 copying 88 deleting 99 designing 82 disabling 98 Home Information node adding 8
132. ing Translation access code 125 area code 125 example table 124 125 long distance access code 125 Network Access 125 overview 123 parameters 125 reply translation 125 setting 126 NN40170 300 Index 191 Dialing Translation Table changing entries 127 deleting entries 127 example 124 125 reviewing entries 126 Directory Search setting 114 disabling name and dn dialing 66 Disconnect Supervision CallPilot Feature Compatibility 173 Display log prompt 160 Do Not Disturb DND CallPilot Feature Compatibility 73 E Enable Bilingual setting 114 Enable External Initialization setting 114 Enable General Delivery Mailbox setting 114 Enable Group List setting 113 Enable Network Transfers 114 Enable Redirect DN setting 114 Enable Voice Mail setting 113 Evening Greeting 67 Event Log Report 104 Expiry password 45 Express Messaging Line 34 about 34 defaults 35 Extension dialing disabling 66 Extension number length troubleshooting 160 F Fax 14 Fax Answering 14 Fax Usage Report 107 Forwarding calls troubleshooting 160 G General Delivery Mailbox 26 159 Greeting assigning to a Greeting Table 66 caption 54 56 exporting 57 importing 56 recording 54 57 Greeting Table 66 Alternate Language 65 assigning 67 assigning aCCR Tree 66 assigning a greeting 65 66 Attendant 67 business hours 67 language preference 68 menu repeat key 68 overview 60 Primary Language 65 recording Co
133. ing Translation Table For North America set the long distance access code to 1 The default for this parameter is none The field for this parameter is a maximum of 1 digit Area code If the phone number entered appears to be missing an area code an area code is prefixed to the number The area code is considered missing if the number has fewer than 10 digits The default for this parameter is none The field for this parameter is a maximum of 6 digits If this parameter is set to none no area code is prefixed to the telephone number Access code In North America the access code is usually 9 This number is prefixed to all numbers after Translation to access the local telephone network If your system is attached directly to CO lines set the Access Code to none The default for this parameter is none The field for this parameter is a maximum of 2 digits Reply translation If set to N no the caller must manually trim the Caller ID message information for the number to be dialed on the local network If the reply translation is set to Y yes then the Reply feature uses the Dialing Translation Table to dial the call The default for this parameter is N To make it easier for subscribers set the Reply Translation to Y if a Dialing Translation Table is created If a Dialing Translation Table is not created set the Reply Translation to N Avaya Call Pilot Manager Set Up and Operation Guide 126 Chapter 12 Dialing Translation
134. ing sections Navigation e Getting technical documentation on page 20 e Getting product training on page 20 e Getting help from a distributor or reseller on page 20 e Getting technical support from the Avaya Web site on page 20 Getting technical documentation To download and print selected technical publications and release notes directly from the Internet go to www avaya com support Getting product training Ongoing product training is available For more information or to register you can access the Web site at www avaya com support From this Website you can locate the Training contacts link on the left hand navigation pane Getting help from a distributor or reseller If you purchased a service contract for your Avaya product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller for assistance Getting technical support from the Avaya Web site The easiest and most effective way to get technical support for Avaya products is from the Avaya Technical Support Web site at www avaya com support NN40170 300 21 Chapter 2 Using CallPilot Manager Requirements for CallPilot Manager CallPilot Manager operates on a Avaya Business Communications Manager Avaya BCM 6 0 system You access CallPilot Manager on a web browser from a computer on your network System requirements Before you use CallPilot Manager your system must be confi
135. inistration refer to the CallPilot Reference Guide Avaya Call Pilot Manager Set Up and Operation Guide 136 Chapter 14 CallPilot Manager operations Changing the Operator settings from a telephone From a telephone you can e set the Operator Status to On or Off e change the Operator password e set the Business Status e assign CallPilot Line answering e change Auto Attendant Status Note For information about changing your Operator settings refer to Changing the gt Operator settings on page 133 Setting the Operator status Set the Operator status to Yes when your receptionist or operator is available to respond to callers Set the Operator status to No when your receptionist or designated operator goes for a break lunch or leaves in the afternoon When the Operator Status is set to No a caller who requests an Operator is informed the Operator is not available and is transferred to the Auto Attendant to dial another extension or leave a message To set the Operator status 1 Press eJBJBJ Pswd 2 Enter the default Operator password 6 7 7 2 8 6 7 RETRY ok Operator and press OE To change the Operator password see Changing the Operator password on page 137 Choose option Press OFER OPER MODE This display appears if you have Intelligent Contact Center installed If you do not have Intelligent Contact Center installed go to step 4 Atdt a
136. inistration page appears Click the Create link for the CCR Tree you want to create The New CCR Tree page appears From the Create Options option select Home Information Node Click Submit The CCR Tree Properties page shows the new CCR Tree Click the Change link for the CCR Tree The CCR Info Node Properties page appears In the Caption box type a name for the Information node such as Sales To record the Information node primary and alternate messages or select previously recorded messages click Voice and follow the steps in Recording greetings prompts and names on page 53 to record a message or NN40170 300 Chapter 8 Working with CCR Trees 87 8 follow the steps in Importing greetings prompts or names on page 56 to select a previously recorded message Click Submit To create a Home Transfer node 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Create link for the CCR Tree you want to create The New CCR Tree page appears From the Create Options option select Home Transfer Node Click Submit The CCR Tree Properties page shows the new CCR Tree Click the Change link for the CCR Tree The CCR Transfer Node Properties page appears In the Caption box type a name for the Transfer node such as Sales From the Outdial Method list box select an outdial method The outdial method is the telephony resource that is used to transfer the call
137. inutes even if you close the window You can access another greeting or prompt without having to re answer your telephone The connection disconnects after several minutes of inactivity or if you log off Call Pilot Manager 8 Ifyou want to enter a caption for the greeting click Refresh on your browser Not all recordings can have captions Only Company Greeting and the greeting in Contact Center have captions that can be entered using Add Caption NN40170 300 Chapter 5 Recording greetings prompts and names 55 9 Click the Add Caption link for the greeting The Greeting Caption page appears Greeting Caption Greeting 1 Ringing Test 10 In the Greeting box type a descriptive name for the greeting The greeting caption can be a maximum of 30 characters 11 Click Submit Note If you want to change the Greeting Caption click the Change Caption link and gt make your changes Avaya Call Pilot Manager Set Up and Operation Guide 56 Chapter 5 Recording greetings prompts and names Importing greetings prompts or names You can import a previously recorded greeting name or prompt You can import prompts so that you can use the same greetings and prompts across your system If you use an Avaya BCM system you can import wav and 711 files If you use a CallPilot 100 150 system you can import vbk files You cannot import wav files for CallPilot 100 150 If you want to use a wav file you mus
138. is less than the number of rings for Transfer Callback If you set CFNA with fewer rings than Transfer Callback the call goes to voice mail instead of to the Page If you set CFNA with more rings than Transfer Callback the call goes to page when the Transfer Callback time is reached CENA takes precedence over Transfer Callback if it has a lower number of rings Avaya suggests if you use a telephone for Transfer Before Page then you should not use the CFNA or Call Forward All Calls CFAC features To add a Park and Page node 1 10 11 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link for the CCR Tree that you want to add a Park and Page node to The CCR Tree Properties page appears Click the Park amp Page link for the menu you want to add the node to The new Park amp Page node appears on the CCR Tree Properties page Click the Change link for the Park and Page node The CCR Park and Page Node Properties page appears In the Caption box type a name for where you are paging the caller to for example Support Hotline The caption can be a maximum of 50 characters If you want to transfer the call to an extension before you park and page it in the Transfer DN box type the extension you want to transfer the call to If the call is not answered at this extension it returns to the CCR Tree and a Park and Page is performed If you leave this box clear the call is immediatel
139. ist 113 Enable Network Transfers 114 Enable Voice Mail 113 Group List Leading Digit 113 Make Directory Available 113 Maximum Outcalling Channels 113 System properties Alternate Language 114 Canadian Pronunciation 114 Directory Search By 114 Enable Bilingual 114 Enable CallPilot UI 114 Enable Redirect DN 114 Name Prefix 114 Primary Language 114 Primary UI Style 114 Special Prefix 114 Voice Mail Version 113 System requirements 21 T Target Attendant in Class of Service 30 Timezone setting 114 Transfer Callback CallPilot Feature Compatibility 175 trivial password 44 Troubleshooting 159 accessing a line or line pool 160 Auto Attendant 159 Call Display Information 159 CallPilot 159 CCR Tree 162 Company Directory 161 Extension number length 160 Forward denied 160 General Delivery Mailbox 159 greetings 159 Group List 162 log prompt 160 mailbox not accepting messages 161 message lost in a mailbox 161 Avaya Call Pilot Manager Set Up and Operation Guide 194 Index password lost 161 Reply Feature 160 U Unified Messaging 14 User interface in Class of Service 31 V Voice Mail version viewing 113 NN40170 300
140. ith our Support Office press 4 To speak with our receptionist press 0 The call is forwarded to the destination the caller chooses Planning a CCR Tree To plan a CCR Tree N Oo oO FPF WO ND Identify the frequently called departments and extensions Determine which goods and services you want to promote in Information mailboxes Create mailboxes callers can leave messages in Decide what type of Home node you should create Determine destination types Configure park prefixes and page zones if you want to use Park and Page Record prompts and messages If your system is bilingual by default a caller can press P to hear prompts in an alternate language or 0 to reach an Operator Make callers aware of these options by mentioning them when you record the Home node prompt Avaya Call Pilot Manager Set Up and Operation Guide 82 Chapter 7 Custom Call Routing 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 e listening to an Information message in the primary or alternate language e leaving a message e transferring to an extension or an external number e 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
141. k ph ae saectacnp uate inana Eii audeunslues ARa EEA 131 CallPilot Manager operations 00 00 cece eee eee 133 To reset CallPilot for Business Communications Manager ccceeeseeeeeeeeeeneeees 134 To set the Auto Attendant Status cccceceeeeeteeeeeeeeeceeeeeeeeaeeseaeeeecaeeeeeaeeeseaeeeeeaeeees 135 Te change ihe Business Open Sette ices ccc cieetesccd saree ce dosteeeett nese ini 135 To change the Answer Lines Status cccccecsceeeseeeeeneeeeeeeeeeeeeteeeeseaeeseaaeeeeeaeees 136 To change the Operator default Extension ccceccceeeeeeeeeneeeeeeeeeeeeeeeeaeeeteneeeteaeeens 136 To reset the Operator password from CallPilot Manager ccccccccssssceceessetseeeeeees 137 To reset the Operator password from a telephone cccceceeeeeeeeeteeeeeeeeeeaeeeeeaeeens 137 Beis Ai ca Operator AUS e auanei eiT hire nee henner treet Tene ieee 138 NN40170 300 Task List 5 Toe change the Operator password suiriri ieia 139 To change the Operator default extension ccccceeeceeeeeeeeeteeeeeeeeteaeeeeeeeeteneeeesaaes 140 To Sete Bere SAU aicea a E 141 Norsiar Voice mall Whee veninoase Rater ae eas 142 CallPilOt Volos mail Imena Esinaine 142 PO BSS AN wer ONOS erre naa eseRTeneee 143 Message Forwarding uaussauussnnnnnnnnnnnnnnnennnnnnnnn 145 To configure Message Forwarding sccsistecarcsiatnnincenidacharrenta nt isaaiceen teenies 146 Broadcast and Information messages
142. l Pilot Manager To use Find Me Follow Me you must purchase a Find Me Follow Me keycode with the appropriate amount of seats for the number of mailboxes you want to enable For more information about Find Me Follow me see the Avaya Business Communications Manager Find Me Follow Me Administration Guide NN40010 678 Avaya Call Pilot Manager Set Up and Operation Guide 32 Chapter 3 CallPilot mailboxes Find Me Follow Me User Configuration Enable Find Me Follow Me User Configuration to grant permission to mailbox users to configure their own Find Me Follow Me settings in Mailbox Manager This field is optional Max Find Me Follow Me Calls Per Set Change Max Find Me Follow Me Calls Per Set 1 3 to restrict the concurrent number of calls that Find Me Follow Me handles for a user phone This field is optional This does not limit the number of destinations only the max number of calls that trigger the Find Me Follow Me functionality simultaneously Class of Service default values Table 1 shows the Class of Service default values Table 1 Class of Service Class of Service a a Nl E E g E Max Max Expiry Enable Max Find Msg Greeting Retry Days Personal Recorded Me Follow Length Length Intervals Enable 0 365 Target Call User Find Me Calls Min Min Min Outbound O never Atten SFTP Interface Me Follow Per Set Name 1 60 1 30 1 120 Transfer expire dant Destination Style Me 1
143. l Screening 35 Express Messaging Line 34 include in Company Directory 33 Message Waiting Notification 33 Outdial type 33 Make Directory Available setting 114 Maximum Outcalling Channels setting 113 Message Forwarding 143 Message length in Class of Service 30 Message Networking 14 Message Waiting Notification 33 Messages CallPilot Feature Compatibility 174 N Name dialing disabling 66 Name Prefix setting 114 Name recording in Company Directory 37 Network settings 130 Networking in Class of Service 30 Next Action Disconnect 90 Home 90 Previous 90 Night Service CallPilot Feature Compatibility 174 Node changing 99 deleting 99 Home Information 86 Home Mailbox 87 Home Transfer 87 Information 89 Mailbox 90 Menu 89 Park and Page 92 Transfer 91 O Off premise Message Notification 186 and outdial type 33 for Subscriber mailboxes 47 in Class of Service 30 in Mailbox Information Report 103 number of attempts 30 retry intervals 30 troubleshooting 160 Operator password change 137 changing 135 Operator settings changing 133 Operator Status 133 136 default extension 134 138 setting 136 Outbound Transfer and outdial type 33 186 for Subscriber mailbox 47 in Class of Service 30 in Mailbox Information Report 103 in Port Usage Call Handling Report 107 troubleshooting 160 Outdial type 33 P Parameters access code 125 area code 125 long distance access code 125 reply translation 125 setting 12
144. lPilot can answer all your Central Office CO lines included in line configuration When Answer Lines is enabled CallPilot answers incoming calls on these lines and presents each caller with the Company Greeting and Auto Attendant Menu You can designate whether or not CallPilot answers your company lines If Answer Lines is disabled CallPilot does not answer incoming calls All incoming calls must be answered and routed by your company Receptionist To change the Answer Lines Status 1 Click the Operations heading 2 Click the Operator Settings link The Operator Settings page appears 3 Select the Answer Lines check box to have your lines answered by CallPilot or do not select the check box if you want the receptionist to answer calls 4 Click Submit Changing the Attendant default extension Whenever anyone asks to speak to your company Receptionist or Operator CallPilot transfers the call to the Attendant extension You can change the Receptionist or designated Operator extension number If you have the General Delivery Mailbox assigned to the Attendant and the Attendant extension number changes you must change the extension of the General Delivery Mailbox to the new extension number of the Operator Callers can request to speak to your company Receptionist or designated Operator when the Auto Attendant prompt announces the option and the Operator status is set to Yes Callers who request an Operator are transferred to the new extensio
145. language capability is independent of the system s language selection for a set CallPilot language availability is determined by the Class of Service assigned to a mailbox Note The CallPilot language option is enabled after a subscriber starts a session Avaya Call Pilot Manager Set Up and Operation Guide 174 Chapter 18 CallPilot configuration tips Lines If a line programmed for the Auto Attendant appears on a set it rings when CallPilot transfers the call If a line programmed to be answered by the Auto Attendant does not appear on a set a call is transferred to an intercom line appearing on the intercom button Message Send Reply Waiting Any message notification left by an internal caller can be replied to using the CallPilot message reply options After listening to a message a subscriber can forward a copy of the message to another mailbox or call the sender of the message Note If a subscriber replies to a message from a one line display phone M7100 T7100 M7208 or T7208 subscribers who use the Norstar Voice Mail interface must press P after listening to the message Subscribers who use the CallPilot interface must press 7 f Night Service When Night Service is activated and the CallPilot prime extension is specified as the Night Ring extension for an incoming line a caller immediately hears the CallPilot Auto Attendant Prime Set multiple When configuring lines CallP
146. lbox Callers automatically disconnect after they listen to an Information mailbox message About recording an Information mailbox message Before you record an Information mailbox message you must determine what the message includes As you prepare the message be sure to include important times and dates For example Paddy s Dance Studio proudly presents an extravaganza of dance The entertainment begins at 8 00 pm on the fourth of July Toddlers tap is in the White Room Folk dance is in the Green Room Classical ballet is in the Pink Room Contemporary jazz is in the Blue Room The studio and recital rooms are located at 222 Main Street Avaya Call Pilot Manager Set Up and Operation Guide 156 Chapter 16 Broadcast and Information messages Write the message down and practice reading it aloud When you are confident the message includes everything you want it to record the message If you use a system with bilingual capability you must record the Information mailbox message in both languages An Information mailbox message can be either a Primary or an Alternate mailbox greeting Refer to the procedure To record an Information mailbox message on page 157 to record an Information mailbox message NN40170 300 Chapter 16 Broadcast and Information messages 157 To record an Information mailbox message Greeting oFtions REC CHOOSE i Greeting PRIME ALT PERS Record now YES Ho QUIT
147. le a call is counted as a Message Notification even if the called party logs on Outbound Transfer calls with the few seconds of additional connect time caused by the unsupervised transfer included in the connect time of the incoming call Call Screening calls with the holding time of the call to the subscriber set counted under the total connect time for the incoming call all days even if no data is collected for that day These values are shown as zeroes to see Fax On Demand requests to see date and time of faxes to see the document number requested to see the delivery fax number to see CLID of callers The Fax Usage Report shows The Caller ID of the call requesting the fax truncated if necessary to fit the space available One line is generated for each document requested Avaya Call Pilot Manager Set Up and Operation Guide 108 Chapter 9 CallPilot reports e Ifa caller requests several documents during a call there are several lines in the report each with the same CLID and Fax destination and similar time stamps This facilitates sorting for sales lead generation purposes but does not show whether the item was ordered individually or as part of a set e The Fax Destination column shows the target fax number if the two call method is used or One Call if the one call method is used e The report lists committed requests only in chronological order e The report does not include one call requests if the ca
148. ler to the manager s telephone The CallPilot Transfer Callback Feature returns the call to the receptionist s telephone if a manager is not available to take a call Note The receptionist s telephone has a ringing line appearance This telephone cannot be forwarded to another telephone Shipping and Receiving The employees in this department share the same telephone This department uses one telephone line that is assigned to the loading dock This line is assigned to Path 3 of the CCR Home Menu The shipping and receiving department mailbox greeting informs callers they can leave a message or press 0 to speak with the receptionist Feature compatibility This section describes how system features interact with CallPilot ATA 2 and ASM One or more analog single line sets can be connected to the system using an Analog Terminal Adapter or an Analog Station Module This type of set works with DTMF tones to allow access to CallPilot options through the dialpad only Rotary dials cannot be used internally with CallPilot Answer buttons For information about Answer buttons refer to Ringing Answer button on page 165 Autodial internal 9 e 6 To determine the CallPilot extension press 4 You can use autodial for Busy Lamp Field BLF indication for all voice channels This allows CallPilot channels to be monitored during busy periods Avaya Call Pilot Manager Set Up and Operation G
149. lerts routes italic text Indicates book titles plain Courier Indicates command syntax and system output for example prompts text and system messages Example Set Trap Monitor Filters FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE NN40170 300 Chapter 1 Getting started 19 About Avaya Business Series Terminal telephone buttons This table shows the Avaya Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use M7100 M7208 M7310 M7100N M7208N Button name T7100 T7208 T7316 M7324 M7310N M7324N Feature Feature Handsfree Bottom right hand Handsfree button Ce _ Hold c Hold es Volume Control CT gt ED Release Cw Ris Fa You can enter or Fy and the code to use a feature For example press 2 8 1 to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press on the T7100 terminal On T7100 terminals you can answer a second call by pressing Your active call is put on hold and you connect to the waiti
150. ller hangs up before transmission begins or two call delivery requests if the delivery number does not pass dialing restrictions e The report does not track whether the requested item was successfully delivered e If there are no fax requests to report for a day no entries appear The information in the Fax Requests Report e is kept for the last seven days for which records are complete e does not include traffic for the current day since this day is not complete Note The Fax Usage report is available only if you have the Fax option installed System Configuration Report The System Configuration Report shows how the system is configured Some sections appear only if the option is installed Table 7 System options Describes system wide attributes included in Setting the system properties on page 113 and Auto Attendant properties such as Return to AA and Touchtone Gate Installed voice mail Lists the optional features enabled at your site options AA Greetings Lists system greetings shows whether the greeting is recorded and lists the Greeting Tables that reference it Greetings that are not recorded or used in any Greeting Table are not shown The comment TTG appears for the prompt used as the custom Touchtone Greeting prompt H is for greetings used for a holiday Greeting table Shows the configuration of each Greeting Table Holidays Shows the configuration of holidays in the Holid
151. lls from this number to transfer to e aGreeting Table select the Greeting Table option and from the list box select a Greeting Table number e an extension select the Extension option and in the box type the destination extension number e a mailbox select the Mailbox option and in the box type the destination mailbox number e a CCR Tree select the CCR Tree option and from the list box select the CCR Tree number and in the Path box type the path the caller must follow Click Submit To delete a telephone number in the CLID Routing Table Click the Auto Attendant heading Click the CLID Routing Table link The CLID Routing Table page appears Click the Delete link for the entry you want to delete A message appears that asks you to confirm the deletion Click OK NN40170 300 Chapter 6 Setting up the Auto Attendant 77 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 enable the Answer status 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 choose zero rings the caller might hear one ring Zero rings means the call is answered as soon as possible For lines equipped with Calling Line Identification CLID you mus
152. mailbox owner transfers to their mailbox Subscribers have buttons programmed on their display telephone for the CallPilot Leave Message 4 J 0 and Open Mailbox e This gives easy access to these frequently used features Employees have a mailbox number that is the same as their telephone extension Subscribers have initialized their mailbox and recorded a Personal Mailbox Greeting When the receptionist is not available callers use Custom Call Routing to route their call along a call path The central receptionist Bridge Stone s receptionist handles all calls from the published telephone number When the receptionist is unable to answer the telephone within four rings the Auto Attendant answers the call The receptionist is also the designated Operator When a caller presses 0 to speak with the operator the caller transfers to the receptionist Here is how Bridge Stone s communication system works Bridge Stone s public telephone number is 123 1234 All lines appear on the receptionist s telephone CallPilot is the Prime Set for each of the six lines The Delayed Ring Transfer DRT feature forwards unanswered lines to the Auto Attendant Note Delayed Ring Transfer is a system wide call handling feature All lines programmed as DRT to Prime are forwarded after four rings This is done by setting the Prime Set of the line to the CallPilot extension Avaya Call Pilot Manager Set Up and Ope
153. mailbox prefix defined in Call Pilot Manager Digital Networking Properties Page CallPilot also delivers a site specific VPIM broadcast message You cannot send network wide or site specific VPIM broadcast messages Follow the procedures that apply to the interface you use Avaya Call Pilot Manager Set Up and Operation Guide 154 Chapter 16 Broadcast and Information messages To record and send a Broadcast message Norstar Voice Mail Log QUIT RETRY Ok Bnew B saved PLAY REC ADMIN Record message RETRY PAUSE Ok Accert rec FETR PLAY OK J 1 Press R BJA Enter the System Administrator Mailbox number and password and press OK or Enter the Broadcast message address The default Broadcast message address is 9 At the tone record your Broadcast message and press OK to end your recording Press PLA to listen to your Broadcast message before sending it or press OK to accept your recording or press RETR to re record your Broadcast message Your message is delivered to all initialized mailboxes or press lt or to cancel sending the Broadcast message Press gt to end the session To record and send a Broadcast message CallPilot Mose RETR OK Psi RETR ok To HAME SPEC BOWE 1 Press 4 9 J Enter the System Administrator mailbox number and press OK or Enter the System Administrator mailbox passw
154. mber an extension or an external number A Transfer prompt is assigned a one digit number that appears in a menu When this number is pressed the caller automatically transfers to an extension or external number Voice prompts The prerecorded voice instructions that play when callers access CallPilot features and options Voice prompts can guide callers along the call Path of a CCR Tree NN40170 300 Index 189 Index A Afternoon Greeting 67 Alternate extension 34 Alternate Language 61 65 114 Analog Station Module 171 Analog Terminal Adapter 171 ATA 2 and ASM CallPilot Feature Compatibility 171 Auto Attendant Business Open setting 133 Business Status 139 greetings 60 language preference 68 properties Return to Auto Attendant 70 properties Touchtone Gate 70 properties Use customized digits 70 recording Custom Menu prompt 69 troubleshooting 159 Auto Login 34 B Backing up CallPilot information 131 Broadcast message about 153 recording 153 Browser requirements 21 Business Hours setting 67 Business Status setting 133 139 C Call Display Information troubleshooting 159 Call Forward All Calls 166 No Answer 166 Call Record in Class of Service 31 Call Screening 35 CallPilot configuration for medium business 169 configuration for small business 167 default password 37 passwords 44 reports All Mailbox Activity 104 CCR Tree Usage 105 Directory 101 Event Log 104 Fax Usage 107 generat
155. mpany Greetings 65 setting up 65 using the Alternate Language 61 Greetings Afternoon 67 assigning to a Greeting Table 65 Evening 67 troubleshooting 159 Group List adding 50 changing 51 numbers 49 troubleshooting 162 Group List Leading Digit setting 113 Guest Mailbox adding 40 H Hold CallPilot Feature Compatibility 173 Holiday List adding anentry 61 changing anentry 64 deleting an entry 64 status expired 63 pending 63 repeating 63 today 63 unused 63 Home node Custom Call Routing CCR 82 Information mailbox greeting recording 155 Information mailbox adding 42 Initializing a mailbox 37 Intelligent Contact Center 14 Intercom numbers CallPilot Feature Compatibility 173 L Language choice CallPilot Feature Compatibility 173 Avaya Call Pilot Manager Set Up and Operation Guide 192 Index Language assigning 68 Log prompt troubleshooting 160 Mailbox locked out 45 161 adding 39 cannot be added 161 changing options 46 Class of Service 30 deleting 48 Express Messaging Line 34 General Delivery 26 initializing 37 Message length 30 Message Waiting Notification 33 password expiry 30 properties 32 alternate extensions 34 Call Screening 35 Express Messaging Line 34 Message Waiting Notification 33 properties changing 45 troubleshooting 161 Mailbox Information Report 102 Mailbox message time in Class of Service 30 Mailbox properties alternate extension 34 Auto Login 34 Cal
156. n If the Operator does not answer the call transfers to the General Delivery Mailbox To change the Operator default extension 1 Click the Operations heading 2 Click the Operator Settings link The Operator Settings page appears In the Attendant box type the Operator s extension number Click Submit NN40170 300 Chapter 14 CallPilot Manager operations 135 Resetting the Operator password You can reset the Operator password to the default at any time The default Operator password is 6 7 8 J 7 2 8 6 7 Operator To reset the Operator password from Call Pilot Manager 1 Click the Operations heading 2 Click the Operator Settings link The Operator Settings page appears 3 Select the Operator Password check box Click Submit To reset the Operator password from a telephone Seti xxnx HEST Pew RETR ok Reset Password YES HO Press 4 9 8 6 Press 7 Press ZJB RIBJE FIBIT RJB Resetoperpswd and press DE or Press YES or J Changing CallPilot Manager settings from a remote telephone You can access CallPilot Manager to change a greeting or the Business Status by using the dialpad of an external tone dial telephone Remote Administration must be done through the System Administrator Mailbox The System Administrator Mailbox must be initialized before Remote Administration can be accessed For information about Remote Adm
157. n Information message that plays an announcement to callers and then disconnects the call when the announcement is finished Home Menu Voice Prompt A voice prompt that provides a list of number options When pressed these options can route a caller to a sub menu an Information message a Leave Message option Park and Page or transfer to an extension Information mailbox A mailbox that plays an informative message to callers The message can describe goods or services available from your company The Information mailbox does not store messages and does not have an extension associated with it Information message On a CCR Tree an Information message is a message you record to provide a caller with information about goods or services available from your company You must create an Information mailbox before you can add the Information message option to a CCR Tree NN40170 300 Glossary 185 Initializing a mailbox Preparing a mailbox to receive messages Initializing a mailbox includes changing the mailbox default password recording a Company Directory name and recording Personal Mailbox Greetings Initializing CallPilot Specifying the CallPilot settings for mailbox number length and language preference Leave Message Feature 980 the feature code used to leave messages in CallPilot mailboxes Leave Message option The Leave Message option on a CCR Tree provides callers with access to a mailbox so they can leave a
158. n Problem Resolution 1 44010 Minor VoiceMail VoiceMail Message Forwarding Contact your local support group Mailbox lt mailbox id gt An email messaging error occurred while delivering the message 2 44011 Minor VoiceMail VoiceMail Message Forwarding Resolve network problems Use ping Mailbox lt mailbox id gt The network to ensure the Outgoing SMTP Mail is experiencing problems Proxy Server is reachable If using DNS ensure the Outgoing SMTP Mail Proxy Server is valid from the DNS server configured in Business Element Manager Check the BCM IP Settings and DNS configuration in Business Element Manager 3 44012 Minor VoiceMail VoiceMail Message Forwarding The e mail address must be changed Mailbox lt mailbox id gt The to a mailbox accepting messages message was too long for the destination mailbox to accept 4 44013 Minor VoiceMail VoiceMail Message Forwarding The e mail address must contain a Mailbox lt mailbox id gt The mailbox valid mailbox does not exist 5 44014 Minor VoiceMail VoiceMail Message Forwarding The e mail address must be changed Mailbox lt mailbox id gt The to a mailbox accepting messages destination mailbox could not accept messages 6 44015 Minor VoiceMail VoiceMail Message Forwarding The e mail address must be changed Mailbox lt mailbox id gt The to a mailbox accepting messages destination mailbox was full 7 44016 Minor VoiceMail VoiceMail Message Forw
159. n days where each row contains the following fields e DN DN of the telephone where the One Button Page feature was initiated e Feature F9xy where x is the number of the CCR tree that contains the Park and Page node and y is the number of the Park and Page node within the CCR tree e StartTime local time of day HHMMSS when One Button Page was initiated The One Button Text report contains a row for each use for the last seven days where each row contains the following fields e DN DN of the telephone where the One Button Text feature was initiated e Feature feature code of the One Button Text feature NN40170 300 Chapter 9 CallPilot reports 111 e Date and Time date and local time of day when the One Button Text feature was initiated e Acknowledgement this field has one of three values Acked and Responded recipient pressed the OK soft key in response to the message Acked Only recipient pressed the Cancel soft key in response to the message Not Acked recipient did not acknowledge the message within the allowed time Note For more information about Advanced Paging Productivity Pack see the Es Advanced Product Paging Productivity Pack Configuration Guide Avaya Call Pilot Manager Set Up and Operation Guide 112 Chapter 9 CallPilot reports NN40170 300 113 Chapter 10 CallPilot system properties Setting the system properties Click the Configuration headin
160. n standard Subscriber mailbox Create these mailboxes individually Use Add Many Mailboxes to add the remaining mailboxes Note A maximum of 40 mailboxes can be added at one time using this feature This can be repeated until the required number of mailboxes are added The mailboxes you create using Add Many Mailboxes have these characteristics e The mailbox number is the same as the extension number e The mailboxes have the same settings for Class of Service Call Screening Message Waiting Outdialing and Display in Directory e The mailbox name is taken from the extension names assigned on your system If extension names are not programmed the mailbox number is used e The mailboxes created are uninitialized and ready for initialization by mailbox owners e Mailboxes are added only if a working extension number is found on the system that matches the mailbox number A mailbox is not created if e a mailbox with the same number already exists e the extension is used by another mailbox e the extension is identified as a CallPilot voice port e the extension is not working To add multiple mailboxes 1 Click the Mailbox Administration heading 2 Click the Add Many Mailboxes link The Add Many Mailboxes screen appears In the From Extension box type the extension you want to start creating mailboxes from In the To Extension box type the extension you want to stop creating mailboxes at Avaya Call Pilot Manager
161. ncorrect attempts from the last time the mailbox was accessed successfully If the number is exceeded the mailbox owner is locked out The mailbox cannot be opened until the password is reset Refer to To reset a mailbox password on page 46 Password expiry In its Class of Service each mailbox is assigned the maximum number of days a password remains active If the maximum number of days is exceeded the mailbox password expires The mailbox owner can open the mailbox but cannot access messages or perform other mailbox functions until they change the password Unless the telephone has a two line display this announcement plays when the mailbox is opened after the password expires Your current password has expired You must change your password Please enter your new password and press ne After the new password is entered the mailbox returns to normal operation Note Set the Class of Service for password expiry to a low value so that mailbox owners must change their password frequently Mailboxes with a Class of Service with a high or indefinite password expiry interval setting have an increased likelihood of unauthorized use of the CallPilot or Avaya BCM system Changing mailbox settings After you add a mailbox you can e reset the mailbox password e change the mailbox properties e edit a Class of Service Avaya Call Pilot Manager Set Up and Operation Guide 46 Chapter 4 Working with mailboxes To re
162. nd Recv 250 2 1 0300 bemdesk2193 ca avaya com Sender OK rc 1 0x1 2008 05 13T09 49 20 715 INFO STLog 0 SMTP SmtpSendCommand Recv 250 2 1 5 johndoe avaya com rc 1 0x1 2008 05 13T09 49 20 717 INFO STLog 0 SMTP SmtpSendCommand Recv 354 Start mail input end with lt CRLF gt lt CRLF gt rc 1 0x1 2008 05 13T09 49 20 781 INFO STLog 0 SMTP SmtpSendCommand Recv 221 2 0 0 zcarhxm1 corp avaya com Service closing transmission channel rc 1 0x1 Problem resolution Contact your mail server administrator for more information about SMTP protocol errors Example 4 The message in the voice mailbox is not updated according to the user s Original Message setting Not all e mail servers support Delivery and Read Receipts needed of the Original Message setting Contact your administrator for more information If the system cannot determine the original message then original messages may not be updated based on the Original Message setting Problem resolution Incoming SMTP connections are logged in the smtp log diagnostic log file This is useful to ensure Original Message connections are made for read and delivery receipts Invalid DNS settings can result in the system not receiving read and delivery receipts used by the Original Message setting You can configure Message Forwarding when the BCM is configured with or without DNS If you use DNS ensure the BCM Fully Qualified Domain Name FQDN i e lt BCM S
163. nd designated Operator The Special Mailboxes are the System Administrator Mailbox and the General Delivery Mailbox Sub menu A sub menu is any menu presented to the caller after the Home Menu Sub menus can lead to other sub menus A total of nine sub menus can be added to a CCR Tree Subscriber A subscriber is a mailbox owner Subscriber mailboxes include Guest mailboxes Subscriber mailboxes Subscriber mailboxes e are assigned to subscribers by the System Administrator e include Guest mailboxes e are maintained by the mailbox owner subscriber e can be listed in the Company Directory under the mailbox owner s name e are protected by a password that the subscriber can change or can be reset to 0000 by the System Administrator if the subscriber forgets the password System Administrator The person responsible for configuring updating and maintaining the CallPilot system Avaya Call Pilot Manager Set Up and Operation Guide 188 Glossary System Administrator Mailbox One of the two Special Mailboxes It is used by the System Administrator for sending Broadcast Messages Target Attendant The Target Attendant is assigned to answer a telephone when a caller opens a mailbox to leave a message and presses 0 to reach the Operator Tone dial telephone A push button telephone that emits DTMF tones Transfer On a CCR Tree a Transfer prompt provides a caller with access to an extension or an external nu
164. nd mailbox 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Change link for the CCR Tree that you want to add a Mailbox node to The CCR Tree Properties page appears Click the Mailbox link The new Mailbox node appears on the CCR Tree Properties page Click the Change link for the Mailbox node The CCR Mailbox Node page appears In 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 From 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 e Previous returns to the Previous menu NN40170 300 Chapter 8 Working with CCR Trees 91 7 e Home returns the call to the Home node prompt e Disconnect disconnects the call Click Submit 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 Click the Change link for the CCR Tree that you want to add a Transfer node to The CCR Tree Properties page appears Click the Transfer link The new Transfer node appears on the CCR Tree Properties page Click the Change link for the Transfer node The CCR Transfer Node page appears In the
165. ne dais ba8 bee Chee eee es SkRA Sedo Slee EES 13 About CallPilot MANAGE os ccccccsvatee ca doncaceedaeseaterh deme barnes s 13 AUQENCE sc sos sense see ais eect ee eck ca Ry a Share arr EEr Sede ee ae eines ew nw 15 PONS ANAA Sed Rom Sexe masa ENG a SS Redes anil ears eek hake ES 16 Symbols and iex Conventions sch cs ania bee eedGe he es ek haka assis REEN 17 About Avaya Series Terminal telephone buttons 0 00 cece tees 19 Using the dapad 2c cnc ccc t cater c cadre ee dent SGoReSeaee amr kideta 19 Pielated FUDICANONG cfusec duns ounce rehe Sess AE FRET ERIS ees tenis 20 Chapter 2 Using CallPilot Manager 20 00 cece eee eee 23 Requirements for CallPilot Manager 000 cee eee eee 23 Starting CallPlat Manager 4 ccc14 ceca cdar eR eaneees podee ei eaneseeeeeee 24 About the CallPilot Manager interface 0 0c cece eee 25 SYS MEQUE o eos eee eeu tee ea Sao het RWa eee eee Sea coEeee anes a 25 Resetting the System Administrator password 00 0c eee nee ees 26 Chapter 3 CallPilot PIDGIN ooo ke oe skies cee cteceusseceseedesyeteeaeecx 27 About installing mailboxes 225 c20eceees cee eiicker eee eiewee ese eieeeeeeaeed 27 System Administrator Mailbox lt s riscs rsrsrsr cea 27 General Delivery Mailbox sisscrircsrransissniiesiti tikr a ewe sense ee aes 28 SUDSCHDEr MaNDOMGS 1 0 decks sig esse agrees eebereeiarshendaetaesas eee be 28 SMS We aoe nats cote ee ds Moin i a N vi a E 29 Information Mailbo
166. nfiguration heading 2 Click the Service Directory Number Table link The Service Directory Number Table page appears A Service Directory Table can have a NN40170 300 Chapter 11 Service Directory Numbers 119 maximum of 30 entries If the Service Directory Number Table is full the Add button is unavailable Service Directory Number Table Service DN Service Type Value Description Commands 3 Click Add The Service Directory Number Setup page appears Service Directory Number Setup Service DN Service DN Description Service DN Type Voice Mail Express Messaging Name Dialing Auto Attendant Greeting Table 4 Inthe Service DN box type the directory number you want to add Do not include hyphens or spaces 5 Inthe Service DN Description box type a description of the service you wish to add The description can be a maximum of 50 characters Avaya Call Pilot Manager Set Up and Operation Guide 120 Chapter 11 Service Directory Numbers 6 Select the Service DN Type Service DN Type Description Voice mail DN Direct log on to CallPilot voice mail Express Messaging Leave message for any subscriber s mailbox without the subscriber s telephone ringing Name Dialing Connect to a subscriber by spelling the subscribers name using the dialpad Auto Attendant Connect to Auto Attendant Greeting Table Connect to a Greeting Ta
167. ng call You can have no more than two active calls at one time Note If you are using a VoIP phone please consult your IP set manual for a description of the button icons Using the dialpad The buttons on your telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet If you are a new CallPilot user make sure you are familiar with how to operate your telephone Refer to the User Card for your telephone Numbers and letters on the dialpad 1 2 ABC2abc B DEF3def GHI4ghi 6 JKL5jkl 6 MNO6mno PQRS7pqrs B TUV8tuv 0 WXYZ9wxyz Quit 0 QZ Zeroqz Accepts displayed letter and comma Avaya Call Pilot Manager Set Up and Operation Guide 20 Chapter 1 Getting started Related Publications This section provides a list of additional documents referred to in this guide Keycode Installation Guide NN40010 301 Avaya CallPilot Fax Set Up and Operation Guide NN40080 301 Avaya Call Pilot Message Networking Set Up and Operation Guide NN40090 301 Avaya CallPilot Telephone Administration Guide NN40170 601 Avaya Intelligent Contact Center Set Up and Operation Guide NN40170 301 Avaya Advanced Paging Productivity Pack Configuration NN40010 503 Customer service Visit the Avaya Web site to access the complete range of services and support that Avaya provides Go to www avaya com or go to one of the pages listed in the follow
168. nized 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 on analog lines or Automatic Number Identification ANI service on Primary Rate Interface PRI digital lines Avaya Call Pilot Manager Set Up and Operation Guide 74 Chapter 6 Setting up the Auto Attendant CLID Routing overview Incoming call Automated Attendant answers Company Greeting plays Touchtone Gate See About Touchtone Gate on page 72 CLID Routing Custom Call Routing Menu Auto Attendant Menu options play options play See About Custom Call See Auto Attendant Menu on Routing on page 79 page 69 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 Auto Attendant properties on page 70 You can record your CLID Routing Table entries in the table CLID Routing Table section of the Avaya CallPilot Programming Record NN40170 300 Chapter 6 Setting up the Auto Attend
169. nsion mailbox Extension leading digit 0 9 Digits in extension two seven digits Mailbox leading digit 0 9 two seven digits Digits in mailbox Avaya Call Pilot Manager Set Up and Operation Guide 178 Appendix A Default configuration values Value Default Number of subscriber mailboxes Avaya Business Communications 998 depends on software package Manager Avaya BCM 6 0 Class of Service 1 16 Refer to Class of Service default values on page 32 Group List leading digit Group List range 0 i oO AN Oa BF OMN 001 099 101 199 201 299 301 399 401 499 501 599 601 699 701 799 801 899 901 999 Norstar Voice Mail interface feature codes Group Lists Group List number 001 099 901 999 901 999 Number of members 1 100 0 Group List numbers are always three digits long CCR Tree Information Value Response time at the Home Menu 2 5 seconds Number of Trees 99 Number of levels 10 Number of Paths per level 8 Feature code name Dialpad buttons Description Leave Message Q 0 Leaves a message in a mailbox No password is required Open Mailbox m Opens your mailbox to play your messages and to access eJ ejet mailbox options Call Forward 2 J Forwards incoming calls to your mailbox CallPilot extension RJBJE Displays the voice mail extension number
170. nt to change The node properties page appears Click 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 e Adding an Information node on page 89 e Adding a Mailbox node on page 90 e Adding a Menu node on page 89 e Adding a Transfer node on page 91 e Adding a Park and Page node on page 92 Click Submit Deleting a node To delete a node Click the Custom Call Routing heading Click the Change link for the CCR Tree that has the node you want to delete The CCR Tree Properties page appears Click the Delete link for the node you want to delete A message appears that asks you to confirm the deletion Click OK 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 98 To delete a CCR Tree 1 Click the Custom Call Routing heading The CCR Tree Administration page appears Click the Delete link for the CCR Tree you want to delete A message appears that asks you to confirm the deletion Click OK Avaya Call Pilot Manager Set Up and Operation Guide 100 Chapter 8 Working with CCR Trees NN40170 300 101 Chapter 9 CallPilot reports About CallPilot reports This chapter describes CallPilot reports and explains how to generate and print the reports You can use the repor
171. nu ssc 2 ccctbcectaseaeese i sbeoegertonaeteeeeeadan 72 Setting the Auto Attendant properties 0 eee 73 Aboul TOUCHIONE GAG einne bo oe en eres eRERES HES be E Rea REE EA 75 Aboutine CLID Routing Table caccu dered eee eee teeeas dees iatea EE 76 Setting up a CLID Routing Table 0 02 c ces 78 Configuring line answering sc vecc cases ccceee see keasdeaaee ss eebeehecawe es 80 NN40170 300 Contents 9 Chapter 7 Custom Gall Routing lt 2oscescencdicenciadecesicesciaccsteedscinde 81 About Custom Call Roun via naan Oe beeen ek ee oe Skee eae 81 Paming a COR TEE sc cccc cate esbe te decddeeeePensaeeer ade eraba 83 About CCR Tree SiC ssenari eden eoeer itd e ee eee ee beweer adeno ebb es 84 FGM E ETT EEEE AEA T N ie toads een Renee aaws 84 Moman NOUS 2 snacks cbecc anes riker ierse a Eek OEE Re R oN 84 POO E e ii ote Somat wis Seen tenn ad a idles Goes 85 TSS he cc ance n iret ap henna EET ee ween ERG at FAATA REDEA 85 DOAN acta coded nbd edd Pee ee EHS SEED ESOL EAR AERA S SRS R 85 Po A262 ETAO TEATE LATI EET IOELA EA admired ENAA TE 85 Park and Page node nccccoecebete dae ober ee onde Seer edae we meu 85 Chapter 8 Working with CCR Trees lt ccc sede sees sceeceveseeretewdsweeuvce 87 Building a COR TIE ose Se ct she alt i aay dco Di naar Res cee urn Gina ba 87 Ghatinga AHOMENOdE ig2ivar ace eka bud Ce dduea see oLGEe SEHR s ode nae 87 Creating a Home Menu node 000 cee eee 87 Creating a Hom
172. nu Prompts Select this check box if you want CCR menu prompts to play twice for callers For example a caller calls a line that Auto Attendant answers and Auto Attendant redirects the caller according to the Greeting Table specified for that line If that Greeting Table indicates that a user defined CCR Tree is set up CallPilot plays the first menu prompt of the specified CCR Tree to the caller If the caller does not make a selection after hearing the prompt the prompt is repeated once This setting applies to user defined CCR trees and is not available if there are no CCR trees The default setting is selected 4 Click Submit Avaya Call Pilot Manager Set Up and Operation Guide 72 Chapter 6 Setting up the Auto Attendant 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 Auto 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 att
173. oliday List the status is shown as Today The holiday name appears in bold in the lower left corner of the Holiday List like Spring Festival shown in this example Repeating a holiday you have configured to recur every year Pending a holiday configured to take place once in the future Expired a holiday configured for the past that will not recur You can delete the holiday or open and edit it so it applies to the upcoming year Avaya Call Pilot Manager Set Up and Operation Guide 64 Chapter 6 Setting up the Auto Attendant To change an entry in the Holiday List 1 Click the Auto Attendant heading The Lines Administration page appears 2 Click the Holidays link The Holiday List page appears 3 Click Change for the Holiday you want to change the properties of The Holiday Setup page appears Change the properties of Greetings CCR Trees Hours and so on Click Submit To delete an entry in the Holiday List 1 Click the Auto Attendant heading The Lines Administration page appears 2 Click the Holidays link The Holiday List page appears 3 Click the Delete link for the Holiday you want to delete A message appears that asks you to confirm the deletion 4 Click OK 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 E
174. ontact Center Intelligent CLID DNIS routing Shows the CLID ANI or DNIS rule and action for each line Intelligent Call Input rules Appears if Contact Center is installed Displays the rule and action taken for each line EWT Greeting Displays EWT Greetings if Contact Center is installed MMCC Customized Files Line answering Displays Interface name and files Shows the answering parameters for each line answered by CallPilot or Contact Center Lines that are not answered are not shown This section does not appear if your switch does not require line administration The skillset column appears only if Contact Center is enabled Skillset is blank for AA lines and Rings and Tables are blank for Contact Center lines Fax parameters The System Fax DN parameter is shown Other parameters appear only if the corresponding Fax option is installed General networking parameters Appears if Message Networking is installed It displays the General Networking properties AMIS networking parameters Appears if Message Networking is installed It displays the AMIS related parameters of the site that you set in Networking properties Digital networking parameters Appears if Message Networking is installed It displays the digital related parameters of the site that you set in Networking properties Site table Appears if Message Networking is installed Avaya Call Pilot Manager Se
175. or password frequently to minimize the risk of unauthorized activity Trivial passwords Trivial password checking is intended to prevent unauthorized login to mailboxes The feature does not allow a mailbox subscriber to have a trivial password Use Call Pilot Manager or F983 to enable or disable the trivial password checking feature The feature is enabled by default Checks for trivial passwords are performed the first time subscribers log into their mailbox if the feature is enabled This forces all users who have trivial passwords to change their passwords to non trivial After the initial login for each user the check for a trivial password is performed every time the user changes the password The following are trivial passwords e password same as mailbox number e all the numbers in the password are the same for example 1111 2222 NN40170 300 Chapter 4 Working with mailboxes 45 e digits of the password are consecutive numbers in increasing or decreasing order for example 1234 2345 43210 Alphanumeric passwords entered in Call Pilot Manager are converted to number only passwords before they are validated For example a Call Pilot Manager password ADIJM might not look trivial but it is a trivial password when converted to the numeric equivalent 23456 Incorrect password lock out In its Class of Service each mailbox is assigned a maximum number of incorrect password attempts CallPilot records the number of i
176. ord and press OF or J A mailbox summary is announced Press COMP or 7 6 J Enter the Broadcast message address and press OK or f The default Broadcast message address is R 0 0 The Broadcast message address changes if you change the Group List leading digit NN40170 300 Chapter 16 Broadcast and Information messages 155 EMPTY 2 6 Press REC or and record the Broadcast message at BEE the tone Recording 7 Press OE or to end your recording REPEC OF or press KEREC to erase and re record the Broadcast message Rec storred 8 Press FLAY or to listen to your message PLAY DEL SEHD or press SEHD or 7 Q to send the Broadcast message or press DEL or 7 6 to erase and re record the Broadcast message 9 Press to end the session Information mailbox messages Your business or departments within your business can use Information mailboxes to provide callers with messages and announcements You or another person responsible for the Information mailbox can record and update the Information mailbox message You can use Information mailbox messages to e announce sales e provide product lists e announce special events Make it easy for callers to access Information mailbox messages by mentioning the Information mailbox in the Auto Attendant or by asking the operator to route enquiries to the Information mailbox Callers cannot leave messages in an Information mai
177. ormation that can help you perform a task Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap EA before performing the maintenance procedure Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Ka Avaya Call Pilot Manager Set Up and Operation Guide 18 Chapter 1 Getting started These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters FLAY Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier Indicates command names and options and text that you need to enter text Example Use the info command Example Enter show ip a
178. ort greetings prompts and names available on Avaya Business Communications Manager Avaya BCM 6 0 only With CallPilot Manager you can record and import Auto Attendant prompts and greetings See Recording a Company Greeting on page 65 and Recording a Custom Menu on page 69 Group List names See Adding a Group List on page 50 CCR prompts and greetings See Creating a Home node on page 85 Adding nodes to the Home node on page 88 and Adding an Information mailbox on page 42 Mailbox names See Working with mailboxes on page 39 Customized Digits See Creating Customized Digits recordings on page 95 If you use CallPilot options such as Message Networking or Contact Center you can record network site names and Contact Center greetings See the Avaya CallPilot Message Networking Set Up and Operation Guide and the Avaya Intelligent Contact Center Set Up and Operation Guide for details Avaya Call Pilot Manager Set Up and Operation Guide 54 Chapter 5 Recording greetings prompts and names To record a greeting prompt or name using a telephone handset For best results use a telephone that is attached to the same switch as your voice mail system Avoid using wireless telephones Note If you use AMIS networking make sure that your Company Greetings are 15 seconds or longer For more information see the Avaya CallPilot Message Networking Set Up and Operation Guide No
179. other 206 numbers require 11 digit long distance dialing These 360 numbers can be dialed as 10 digit local numbers but all other 360 numbers are 11 digits long distance numbers All numbers starting with other than 011 206 and 360 are long distance and have 1 added as a prefix NN40170 300 Chapter 12 Dialing Translation 125 An example of a Dialing Translation Table from a site in Mountainview California INPUT OUTPUT Explanation The Dialing Translation Table is empty The local network in Mountainview supports 10 digit national dialing with recognized long distance charging In situations like the Mountainview example there is no need to build a Dialing Translation Table Network Access The Dialing Table Translation results in a number that can be dialed on the local network The final step is to prefix any digits required to reach the local network from your Avaya Business Communications Manager Avaya BCM 6 0 or Norstar system For systems that are behind a PBX or PABX typically in North America P must be prefixed to the telephone number For systems attached to Central Office CO lines no digits need to be prefixed Dialing Translation properties Dialing Translation is controlled by four properties Long distance access code This prefix if specified is removed from any numbers entered by the subscriber if it is not needed to make the call This simplifies the creation of the Dial
180. ou must enable the Bilingual Option The alternate language cannot be the same as the primary language Attendant sign ON OFF A task performed by a company Receptionist or designated Operator that indicates to CallPilot when an Operator is available to answer calls ATA 2 An Avaya product that connects an analog device such as a single line telephone or a fax machine to your system Auto Attendant The CallPilot answering service that answers incoming calls with a Company Greeting plays a list of options to a caller and performs call routing functions in response to caller selections Blind Call An incoming call that transfers directly to the extension requested Broadcast Message A message that can be sent by the System Administrator Broadcast messages play on all mailboxes initialized with CallPilot Broadcast messages are not sent to Information or General Delivery mailboxes Avaya Call Pilot Manager Set Up and Operation Guide 182 Glossary Business Status A setting that overrides the schedule of the Greeting Table and plays the Non business greeting until turned off CallPilot CallPilot is a versatile business communications tool that you can use to e answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voice mail Auto Attendant and call handling capabilities CallPilot includes voice mail Auto Attendant Custom Call Routing and F
181. ou can make Company Greetings up to five minutes long Greeting 2 Good afternoon You have reached On Your Toes Dance Studio Greeting 3 Good evening You have reached On Your Toes Dance Studio Greeting 4 You have reached On Your Toes Dance Studio The studio is closed at this time Stay on the line to leave a message CallPilot uses Greeting Table 1 to answer calls after four rings Depending on the time of day different recorded greetings play for Morning Afternoon and Evening When the Business Status is No the Non business Hours Greeting plays Note Lines must be assigned to a Greeting Table before the Greeting Table greetings are used The Costume Room The Costume Room has one telephone with a CallPilot mailbox Calls are directed to the Costume Room Attendant by the receptionist or the Auto Attendant When the Attendant is not available the caller is forwarded to the Costume Room mailbox The mailbox primary message says You have reached the Costume Room No one is available to take your call Please leave your name and number and a brief message after the tone and we will return your call as soon as possible NN40170 300 Chapter 18 CallPilot configuration tips 169 CallPilot for a medium business Bridge Stone Engineering CallPilot is assigned as the Call Forward No Answer CFNA extension for all telephones in the office This means that any call that is not answered by a
182. oup List feature is not enabled you cannot create a Group List A CCR Tree cannot be deleted A Tree cannot be deleted while it is in use A CCR Tree is in use if it is referred to in a Greeting Table Note For more information about deleting the Tree refer to Deleting a gt CCR Tree on page 99 Leave Message mailbox for a CCR Tree is full The mailbox is equipped with a Never Full Mailbox feature which lets a caller leave a message in the mailbox even if the mailbox is full The message is stored but cannot be accessed until the mailbox owner deletes some of the messages in the mailbox If more message time is required you can change the mailbox Class of Service For more information refer to Viewing or editing a Class of Service on page 46 Interruptions while building or changing a CCR Tree If you press C by mistake if there is a power outage if the system times out while you are working on a CCR Tree or if you exit the system without saving the CCR Tree you are working on the CCR Tree data is saved to Tree 9 Tree 9 is designated as the Workspace for building or changing a Tree The contents of Tree 9 are overwritten when you start to edit another CCR Tree NN40170 300 Chapter 17 Troubleshooting CallPilot 163 Callers who access a Park and Page node hear The person you have called is not available If you have not defined a park prefix or if 25 calls are already parked the calle
183. ox 1 2 Click the Mailbox Administration heading Click the Add Mailbox link The Add Mailbox page appears In the Mailbox box type the mailbox number From the Mailbox Type list box select Information Click Submit The Information mailbox screen appears for the mailbox In the Last Name and the First Name boxes type a name for the mailbox The combined characters for the last name and the first name can be a maximum of 15 characters Do not create a name that starts with the number 1 for example 1Info From the Class of Service list box select a Class of Service Assign a Class of Service that has the maximum message length To accommodate an average Information mailbox recorded message assign a Class of Service of either 7 or 8 These Classes of Service have a greeting length of 10 minutes NN40170 300 Chapter 4 Working with mailboxes 43 8 Select the Display in Directory check box if you want the mailbox owner s name to appear in the Company Directory 9 Click Submit Adding many mailboxes You can save time by creating multiple mailboxes when you set up CallPilot for the first time or when you need to add a large number of mailboxes to your system Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you define You must use extensions that are not already assigned to mailboxes To make the most effective use of adding multiple mailboxes identify people who need a no
184. ox 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 setting for Call Screening is No which means that unless subscribers have CLID they cannot determine who is calling before they answer the call Mailbox Restrictions You can control how a subscriber accesses a mailbox If you select the Enable Mailbox Restrictions check box a subscriber cannot log in to the mailbox externally If the subscriber attempts to log in externally the prompt You are not allowed to use this feature Exiting the system goodbye is played The system disconnects the caller In addition an internal subscriber cannot administer a restricted mailbox If the subscriber presses 8 the prompt You are not allowed to use this feature plays and the subscriber returns to the main menu Mailbox restrictions are applicable only to subscriber mailboxes Avaya Call Pilot Manager Set Up and Operation Guide 36 Chapter 3 CallPilot mailboxes Park and Page With Park and Page external callers can press 6 to page a mailbox subscriber while they listen to the subscriber s personal greeting or record a message When the caller presses 6 the system parks the call and pages to paging zone or overhead paging system or both and the caller hears One moment please The caller cannot inte
185. pter 12 Dialing Translation 1 is lt ie esi dei es ee eee re cr eed caine en iee ve 125 About Dialing TARSINON 264 lt ce2e554 200d oebadPiceteiareeednre cans oaes 125 How the Dialing Translation Table Works 2 2205 cc00ec00s snes cee beens ane 125 Examples of Dialing Translation Tables 0 00 0 cee eee eee 126 Setting Dialing Translation properties 0 00 cece 128 Building a Dialing Translation Table 0 0c cece te eee 128 Reviewing Dialing Translation Table entries 0 0 eee 128 Changing a Dialing Translation Table entry 000 e eee eee 129 Deleting a Dialing Translation Table entry 0 0 0 c eee eee 129 Chapter 13 CallPilot Manager configuration 00 eee eee ee eee 131 ENGNG KEROes sce ceric edd npet eee eae he Oak Seed eee atin a 131 Viewing switch properties os cciccex ve seteee ee EEeesie ese eee eee eee REE 131 Configuring CallPilot network settings 00 c eee eee 131 Chapter 14 CallPilot Manager operations 00 cece eens 133 Backing up and restoring CallPilot information 0000 eee eee 133 Meseting CAP IG cco dint ru oe Kew ee we Seed he a ee DA a 133 NN40170 300 Contents 11 Changing the Operator settings 2 26425 008s ban ee pe pe eed eee ESRD ORE RO ee 135 Setting the Auto Attendant Status 000 000 c cece 135 Changing the Business Open setting 0 000 c eee ee eee 135 Changing the An
186. r To change a Group List number you must delete the Group List first and re add it as a new Group List For more information refer to Adding a Group List on page 50 To change a Group List 1 2 Click the Mailbox Administration heading Click the Group Lists link The Group Lists page appears If you want to change the Group List recording e Click the Change link e Follow the steps in Chapter 5 Recording greetings prompts and names on page 53 If you want to change the Group List display name e Click the Change link e Inthe Display Name box type the new Group List name Do not create a name that starts with the number 1 for example 1Group The name can be a maximum of 16 characters and cannot contain quotation marks If you want to change the Group List members e Click the Members link e Click Add e Select the members you want to add e Click Submit e Click Close If you want to delete the Group List members e Click the Delete link A message appears that asks you to confirm the deletion e Click OK Avaya Call Pilot Manager Set Up and Operation Guide 52 Chapter 4 Working with mailboxes NN40170 300 53 Chapter 5 Recording greetings prompts and names With CallPilot Manager you can record and listen to greetings prompts and names from a telephone handset or the CallPilot Player import computer sound files as greetings prompts and names exp
187. r mailbox owner The Email Address appears only if you did not select the Enable Message Forwarding User Administration check box on the System Properties page The Email Address is the only mailbox Message Forwarding setting that the administrator can enter on behalf of the mailbox owner The user must enable Message Forwarding in Mailbox Manager For more information see CallPilot system properties on page 113 Click Submit Adding a Guest mailbox Assign all Guest mailboxes numbers that begin with the same digit This helps you identify the mailbox type NN40170 300 Chapter 4 Working with mailboxes 41 To add a Guest mailbox 11 12 13 14 15 16 17 Click the Mailbox Administration heading Click the Add Mailbox link The Add Mailbox screen appears In the Mailbox box type the mailbox number From the Mailbox Type list box select Subscriber Click Submit The Subscriber Mailbox page appears for the mailbox Leave the Extension box blank In the Last Name box type the mailbox owner s last name The last name can be a maximum of 15 characters Do not create a name that starts with the number 1 for example 1Smith In the First Name box type the mailbox owner s first name The first name can be a maximum of 15 characters From the Class of Service list box select a Class of Service In the Find Me Follow Me field click Change The Find Me Follow Me window opens You can add sche
188. r example if your ISP e mail account is company rogers yahoo com then all Message Forwarding outgoing mail is sent with the From e mail address of company rogers yahoo com When you change the Message Forwarding From E Mail Address the delivery receipts are not sent back to your system for the user s Original Message setting to function properly with the when received by the recipient The user s Original Message settings will work for read receipts for the when opened by the recipient Contact your mail server administrator for more information By default the Message Forwarding From E Mail Address box is blank When blank when using DNS the From e mail address is lt BCM Message Forwarding voice mailbox id gt lt BCM System Name gt lt Domain Name gt For example If the voice mailbox with Message Forwarding enabled is mailbox 225 the BCM System Name is bem and it s domain name is example com then the e mail address is 225 bcm example com Click Submit Click the Mailbox Administration heading Click the Class of Service link The Class of Service page appears Click the Change link for the Class of Service you want to change The Class of Service page appears for the Class of Service you select If you want to enable Message Forwarding for this Class of Service select the Enable Message Forwarding check box Click Submit Avaya Call Pilot Manager Set Up and Operation Guide 146 Chapter 15 Messag
189. r hears the prompt The person you have called is not available and the call goes to the previous parent node in the CCR Tree For more information about Park and Page nodes refer to Adding a Park and Page node on page 92 Avaya Call Pilot Manager Set Up and Operation Guide 164 Chapter 17 Troubleshooting CallPilot NN40170 300 165 Chapter 18 CallPilot configuration tips This chapter describes system configuration enhancements that maximize the efficiency of CallPilot Delayed answering by the Auto Attendant The Auto Attendant can answer any call on specified Central Office CO telephone lines after a specified number of rings CallPilot answers incoming calls if the Installer programs CallPilot to be the prime telephone for one or more designated CO lines The Delay Ring Transfer DRT feature transfers unanswered calls on these lines to the Auto Attendant after the specified number of rings Note DRT applies only to incoming calls on the assigned line It does not affect extension calls between telephones Ringing lines and answer buttons If one or more telephones have a ringing line appearance of the same incoming telephone line and one of these telephones is programmed with the Call Forward All Calls CFAC or Call Forward No Answer CFNA features incoming calls on the incoming telephone line are directed to the mailbox of the programmed telephone For example if a marketing receptionis
190. ration Guide 170 Chapter 18 CallPilot configuration tips Greeting Table 1 for Bridge Stone Engineering Greeting 1 Good morning You have reached Bridge Stone Engineering The CCR Home Menu plays after the greeting You can make Company Greetings up to five minutes long Greeting 2 Good afternoon You have reached Bridge Stone Engineering Greeting 3 Good evening You have reached Bridge Stone Engineering Greeting 4 You have reached Bridge Stone Engineering The office is closed at this time Stay on the line to leave a message CallPilot uses Greeting Table 1 to answer calls after four rings Depending on the time of day different recorded greetings play for the Morning Afternoon and Evening When the Business Status is No the Non business Hours Greeting plays Greeting Table 1 answers calls using greetings 1 through 4 Greetings 1 through 4 play unless you assign different greetings When the Greeting Table was configured English was chosen as the Primary Language Note Lines used must be assigned to the Greeting Table before the Greeting gt Table greetings are used After the Company Greeting the CCR Home Menu voice prompt plays This menu gives callers a list of single digit options After callers listen to the Home Menu they select an option by pressing a number on any tone dial telephone For example To speak to our customer service representative press i
191. rdingly 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 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 callers 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 Avaya Call Pilot Manager Set Up and Operation Guide 30 Chapter 3 CallPilot mailboxes 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 th
192. ress RJBJEJ Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use Anew A saved ae f 2 PLAY REC ADMIH This is the Norstar Voice Mail interface Ho messages This is the CallPilot interface COMP MBOX Ex if 3 Press to end the session NN40170 300 39 Chapter 4 Working with mailboxes Adding a Subscriber mailbox To create multiple Subscriber mailboxes refer to Adding many mailboxes on page 43 for more information To add a Subscriber mailbox 1 2 10 11 12 Click the Mailbox Administration heading Click the Add Mailbox link The Add Mailbox page appears In the Mailbox box type the mailbox number From the Mailbox Type list box select Subscriber Click Submit The Subscriber Mailbox page appears for the mailbox In the Extension box type the extension In the Last Name and the First Name boxes type the mailbox owner s last and first names Do not create a name that starts with the number 1 for example 1 Smith From the Class Of Service list box select a Class of Service In the Find Me Follow Me field click Change The Find Me Follow Me window opens You can add schedules and external destinations for Find Me Follow Me for this mailbox This step is not required if you enabled the mailbox owner to configure Find Me Follow Me in Mailbox Manager You allow the user to configure
193. rrupt this prompt by pressing DTMF The page is repeated based on the mailbox configuration until the parked call is picked up or the park timeout occurs at which point the caller is returned to the mailbox and hears the subscriber s personal greeting The call is parked as long as there are not already 25 calls parked If the call cannot be parked the caller hears The person you have called is not available followed by the subscriber s mailbox greeting While a call is parked the caller hears a hold tone or music on hold depending on your system configuration The call is paged to the appropriate paging zone or overhead speaker system or both If the page is unsuccessful because the paging facility is busy with another page the system waits five seconds and retries the page every five seconds until the paging facility is available or the call park timeout expires whichever occurs first If the call park timeout expires first the caller hears The person you have called is not available followed by the subscriber s mailbox greeting If the page is unsuccessful for any other reason the call is unparked and the caller hears The person you have called is not available followed by the subscriber s mailbox greeting While a call is being paged the system plays the mailbox spoken name and park string for example John Doe 101 The park string is played in the standard voice prompts or customized digits if you record
194. s this value is display only and is determined by the voice mail application on startup MeetMe Conferencing DN End users can access MeetMe Conferencing functions by placing calls to this control DN The administrator determines the DN selected by the system using Feature 985 Avaya Call Pilot Manager Set Up and Operation Guide 130 Chapter 13 CallPilot Manager configuration Configuring CallPilot network settings You can set the names and addresses that appear for Call Pilot Manager in browser windows and in the network environment If you use a Avaya BCM you configure CallPilot network settings through Business Element Manager NN40170 300 131 Chapter 14 CallPilot Manager operations Backing up and restoring CallPilot information If you use Avaya Business Communications Manager Avaya BCM 6 0 you back up Call Pilot Manager information using the Business Element Manager Backup and Restore For information on how to back up and restore Call Pilot Manager information e for Avaya BCM refer to the Avaya BCM Administration Guide Resetting CallPilot You can reset CallPilot settings back to the factory default Resetting CallPilot settings removes all mailboxes messages contents and programming except for keycodes The keycodes are not removed Avaya Call Pilot Manager Set Up and Operation Guide 132 Chapter 14 CallPilot Manager operations To reset CallPilot for Avaya BCM Psu RETRY
195. s do not have an operating extension Outdial type You can assign an Outdial type to the mailbox 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 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 e the Reply feature to reply to calls from internal extensions only e Off premise Message Notification for internal extensions only e Outbound Transfer for internal extensions only The mailbox owner can print faxes to internal extensions only if Outdial Type is set to None When you assign an Outdial type all dialing is done according to the outdial method you specify Dialing restrictions can be applied to any valid extension on 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 Avaya Call Pilot Manager Set Up and Operation Guide 34 Chapter 3 CallPilot mailboxes 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 en 4 8 fi and immedi
196. s please pick up CallPilot can play Electronics please pick up 101 If you have not recorded Customized Digits the 101 is in the system voice If you have recorded Customized Digits the entire prompt is played in your voice For information about recording greetings see Recording greetings prompts and names on page 53 For information about creating Customized Digits recordings see Creating Customized Digits recordings on page 95 13 Click Submit NN40170 300 Chapter 8 Working with CCR Trees 95 Creating Customized Digits recordings You can record customized recordings for the digits 0 through 9 in the primary and alternate languages If you select the Use Customized Digits check box Customized Digits are used to play the park string in your voice for example Electronics call on 101 If you select the Use Customized Digits check box you must record recordings for every Customized Digit If your system is bilingual you must record recordings in the primary and alternate languages If you use a Business Communications Manager you can import and export Customized Digits recordings using Call Pilot Manager or remote management For more information about remote management refer to your Network Configuration Guides See Symbols and text conventions on page 17 To create Customized Digits recordings 1 Click the Auto Attendant heading and click the Customized Digits link The Customized D
197. set a mailbox password 1 Click the Mailbox Administration heading The Mailbox List page appears Click the Reset Password link for the mailbox you want to reset the password for A message appears that asks you to confirm your request to change the password Click OK Note Reset a password only if the mailbox owner forgets it or is locked out The password for the reset mailbox is 0000 Mailbox owners cannot access their messages until they change the default password After you reset a mailbox password tell the mailbox owner to change the default password as soon as possible While the mailbox has the default password the mailbox is vulnerable to unauthorized access To change mailbox properties 1 Click the Mailbox Administration heading The Mailbox List page appears Click the Change link of the mailbox you want to modify The page appears for the mailbox you select Modify the properties you want to change For more information about mailbox properties refer to Mailbox options on page 32 Click Submit Viewing or editing a Class of Service For information about the Class of Service settings refer to Mailbox Class of Service on page 30 To edit a Class of Service Click the Mailbox Administration heading Click the Class of Service link The Class of Service page appears Click the Change link for the Class of Service you want to change The Class of Service page appears for the
198. sion telephone number or pager Dialing restrictions that apply to outdial lines apply to Off premise Message Notification For Off premise Message Notification to function incoming lines must be equipped with Disconnect Supervision Tip Have at least one Class of Service that does not let subscribers have long distance dialing have Off premise Notification This feature has the potential to be misused for toll fraud 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 an extension The default is disabled 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 P
199. ssigned 2 To allow callers to directly access the Service DN feature when there is no other DN available such as an IP only system Configure a Service DN number to be the same as the hunt group number Assign the Voicemail DN as a hunt group member do not assign any other members Call distribution in the hunt group must be either Sequential or Rotary When callers dial the DN they connect to the feature that you set up in the Service DN Table To receive Service DN treatment a caller must dial the Service DN directly A caller who is redirected to the Service DN for example from Call Forward All Calls does not receive the Service DN treatment The Service DN Table provides increased programming and configuration flexibility For example you want to set up a hunt group so if no one answers the caller gets Greeting Table 2 treatment To do this you would set the hunt group overflow DN to be equal to the voice mail DN and then program the hunt group DN in the Service DN table associating it with Greeting Table 2 Service DN features Direct logon to voice mail You map a DN to voice mail The caller connects directly to the voice mail and then enters their mailbox number and password From their mailbox they can access all the features associated with the mailbox such as playing sending and deleting messages Avaya Call Pilot Manager Set Up and Operation Guide 118 Chapter 11 Service Directory Numbers Express Messaging
200. stem will attempt to resend failed message once per hour for 48 hours e Non Delivery Notification message is sent after 48 hours on non delivery This issue will result in alarm 44018 VoiceMail Message Forwarding Mailbox lt mailboxid gt A connection to the remote host could not be established Problem resolution e Use the Business Element Manager ping utility to ensure the Outgoing SMTP Mail Proxy Server is reachable from the BCM e You can configure Message Forwarding when the BCM is configured with or without DNS For more information see the BCM Telephony Configuration Guide chapter on Configuring the IP Subsystem for details to configure the IP Settings or DNS configuration If you use DNS ensure the BCM Fully Qualified Domain Name FQDN i e lt BCM System Name gt lt Domain Name gt can be resolved and is reachable by the Outgoing SMTP Mail Proxy Server For example If the BCM System Name is bcm and the Domain Name is example com in Business Element Manager then the Outgoing SMTP Mail Proxy Server must be able to reach ping bem example com e To use the Ping utility in Business Element Manager click the Administration tab open the Utilities folder and then click Ping In the Address field enter the host name or IP address of the element you want to ping Click the Ping button The results appear in the Results area Example 2 Authentication issues Authentication issues will result in alarm 44010 VoiceMail M
201. swer Lines Status 0 00 0c eee eee 136 Changing the Attendant default extension 0000 e eee eee ee 136 Resetting the Operator password 00 cece eee ees 137 Changing CallPilot Manager settings from a remote telephone 137 Changing the Operator settings from a telephone 000e eee aee 138 Setting the Operator status 2 cscescaee keane oes neaGeeadeseecka sews 138 Changing the Operator password 0 00 c eee eee 139 Changing the Operator default extension 00000 cee eee 140 Setting the Business Status 020 cee tees 141 Changing greetings or the Business Status from a remote telephone 142 Setting UP line answering sscxcsvencdeacs dee es esau eae as aeee sexed eee 143 Chapter 15 Message Forvarding 2 266 566 ci sen estier obn siari nei 145 Configuring Message Forwarding 0 2 0c eee eee eee 146 Troubleshooting Message Forwarding cece eee eee eee 148 PINS 275504 TEP E E 4 OSE TERRE ERE ERSTE Eel ST ese eee 151 Chapter 16 Broadcast and Information messageS 0eeee eee e eee 155 About Broadcast messages 2 banca poidaeah Ss oRbes seas areenedsvokees aon 155 Information mailbox messages 224s c0ceeeintasseenssieaaneetnieuaaeeens 157 About recording an Information mailbox message 200e eee 157 Chapter 17 Troubleshooting CallPilot 000s 161 Chapter 18 CallPilot configuration
202. t s telephone has a ringing line appearance of the marketing director s telephone and the receptionist s telephone is call forwarded to CallPilot incoming calls transfer to the receptionist s mailbox This is also true if the receptionist s telephone is CFNA to CallPilot and the number of specified rings on the receptionist s telephone is fewer than the specified rings on the marketing director s telephone Note CFAC and CFNA do not affect calls on a telephone s non ringing lines For example if a receptionist s telephone has a non ringing appearance of another telephone s CO line and the receptionist s telephone is CFAC or CENA to CallPilot incoming calls on this line are not affected Ringing Answer button If one or more telephones have a Ringing Answer Button for another telephone and one of these is CFAC or CFNA to CallPilot all incoming calls go to the mailbox of the call forwarded telephone If one or more of these telephones are CFAC to CallPilot all calls go to the mailbox of the telephone that is connected to the lowest numbered station port on the system Avaya Call Pilot Manager Set Up and Operation Guide 166 Chapter 18 CallPilot configuration tips Using Call Forward All Calls CFAC If a subscriber does not want to take any calls for a period of time they can forward their telephone to their mailbox using CFAC CFAC sends all calls to the subscriber s mailbox immediately without rin
203. t 100 on a Compact 3X8 ICS Mailbox Park and Page Auto Attendant Park and Page and AMIS Networking features are not available if you use a CallPilot 100 that is connected to a Compact 3X8 ICS Avaya Call Pilot Manager Set Up and Operation Guide 176 Chapter 18 CallPilot configuration tips NN40170 300 177 Appendix A Default configuration values This appendix is a summary of the values that you can enter at the prompts that occur throughout this guide The tables include the range or values that can be entered and where applicable the default setting Value Default System Administrator password four eight digits 0000 four zeros 500 3000 milliseconds Special mailbox types two seven digits two digits General Delivery Mailbox 10 1000000 10 System Administrator Mailbox 12 1000002 12 Attendant extension any valid extension none CO Line Greeting assignment 1 500 none Line number 1 268 BCM50 Greeting Table Number of rings 0 12 0 Greeting used Morning 1 100 1 Afternoon 1 100 2 Evening 1 100 3 Non Business 1 100 4 Language Primary Message length 0 5 second 3 seconds 3 seconds If the Group List leading digit is 1 the Special Mailboxes default to 20 and 22 The extension number length defaults to the Norstar system extension 1 number length For more information refer to the Installation Guide for your system Value Default Exte
204. t RENEE REEL RRE RES REA 103 CONeIStNg Arep 1322 2 asH iat steed tae oestaeehs eOSS6deweeesegae 103 Type ONION adc kee cee a eee een E ees eae Cees 103 Avaya Call Pilot Manager Set Up and Operation Guide 10 Contents DCO GOO occ0ece chee edgy es bhene eee teedy Geen e gare eee 103 Mailbox Information Repol csi ic baie weeds Pane Rei eRe oaks vad oe RRS 104 All Mailbox Activity Report 2 04 ccceu and eda a wkd ee ee ode ewes 106 Eveem Log Repon 220602 ccebs sears sad tae te cowed Poke ade arii 106 COR Tree Usage Report cccertea stakes eden coadebaeeedageadaas vase 107 Port Usage Call Handling RENO cccc2cccdse eskeuhvsee eaenedeeeeuees 108 Fax Usage Repol rsrs ten iadev ieee sheeeerbeeedesteeeisdbentwes 109 System Configuration Report snc ek be ek ee ee ke ee mesna 110 Message Usage Report cccsnccecauesscke be ew AS RRR AM EES RO RR RRR 112 Resetting Mailbox statistics se ccssorarrerirerterseirseideieddrrerstreiti 112 Advanced Paging Productivity Pack reports 0 000 eee ee eee 112 Chapter 10 CallPilot system properties 00 cece eee eee eee 115 Setting the system properties 0 000 cee tee 115 Chapter 11 Service Directory Numbers 2 002 e cece eee eee ee eee eens 119 About Service Directory Numbers 000 00 e eee eee eee 119 Semice DN fearas ccs ccitacesnd 0264 Mieke tee iacesieteceagade eed s 119 Adding or changing Service DN Table entries 0 0000 e eee eee 120 Cha
205. t Up and Operation Guide 110 Chapter 9 CallPilot reports Message Usage Report The Message Usage Report shows the number of minutes of storage available on the voice mail server If this value is too low you can e upgrade storage capacity e encourage subscribers to delete unneeded messages Resetting Mailbox statistics To reset the statistics for all mailboxes 1 Click the Reports heading 2 Click the Reset Mailbox Activity link A message appears that asks you to confirm the request to reset the statistics 3 Click Reset Advanced Paging Productivity Pack reports The Call Pilot Manager reports for the Advanced Paging Productivity Pack are e Customer Assistance Box report e One Button Page report e One Button Text report The Customer Assistance Box report contains a row for each request for the last seven days where each row contains the following fields e DN DN of the CAB or the name of the symbol kiosk that generated the request e Feature F9xy where x is the number of the CCR tree that contains the Park and Page node and y is the number of the Park and Page node within the CCR tree e Start time local time of day HHMMSS when a customer pressed the Help button e Stop time local time of day HHMMSS when a salesperson pressed the Cancel button or the time of the system timeout if no salesperson pressed the Cancel button The One Button Page report contains a row for each request for the last seve
206. t 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 134 If you use PRI lines with ANI or OLI with VoIP the ANI or OLI information is provided immediately so you can assign fewer than two rings To configure answering for one line 1 Click 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 None Auto Attendant Contact Center or Meet Me Conferencing 5 In the Table Skillset Number box type the Greeting Table number you want to assign to the line selected 6 Inthe Number of Rings box select the number of rings before CallPilot answers 7 Click Submit To configure answering for several lines 1 Click the Auto Attendant heading 2 Click the Change Many Lines link The Change Many Lines page appears 3 Inthe From and the To boxes type the range of lines you want to configure answering for From the Answer Mode list box select None Auto Attendant Contact Center or Meet Me Conferencing 5 In the Table Skillset Number
207. t convert it to a vbk file before you import it To import a previously recorded greeting prompt or name 11 12 13 14 Click the Voice link If you know the location of the greeting or prompt in the Import box type the location of the file and click Send and skip to Step 7 If you do not know the location of the greeting or prompt at the Import option click Browse and follow steps 3 to 7 The Open dialog box appears From the Look in list select the location of the file In the File name box type the file name From the Files of type list select the file type CallPilot supports vbk files Avaya BCM supports wav and 711 files Click Open Click Send The amount of time it takes to import a greeting depends on which type of file you import To play the greeting or prompt in the Connect to box type an extension or telephone number and click Dial Your telephone rings Answer the phone and click Play to listen to the greeting or prompt Click Close and replace the telephone handset You must replace the telephone handset before you import the file If you want to enter a caption for the greeting click Refresh on your browser Not all recordings can have captions Only Company Greeting and the greeting in Contact Center have captions that can be entered using Add Caption Click the Add Caption link for the greeting The Greeting Caption page appears In the Greeting box type a descriptive name for the gre
208. te Recorded greetings count towards the storage capacity of a mailbox Avoid recording long greetings if possible If recorded greetings are long there will be less storage time in the mailbox for messages 1 Click the Voice link The page you can record greetings and prompts from appears 2 Inthe Connect to box type the extension number or telephone number you are using to record the greeting or prompt For a local extension just type the extension number For a telephone number that is not a local extension type the sequence of digits that dial the telephone number from the voice mail system For example you might need to dial 9 the area code and then the telephone number For a telephone number that is not a local extension the number you dial must use a destination code For more information about destination codes refer to your telephony System Administrator Click Dial The telephone rings Pick up the handset or use a headset Do not use Handsfree Click Record After the tone record your greeting or prompt After you finish recording click Stop To listen to the recording click Play or to save the recording click Save Your recording will not be saved if you hang up the telephone before you click Save 7 Click Close and replace your telephone handset The next time you play or record the phone number shown in the Connect to box is dialed You do not need to hang up each time The connection remains for several m
209. the Avaya CallPilot Reference Guide to program memory buttons for feature codes The feature codes must not be the same as other applications The codes must correspond to F9xy where e x represents the tree number e xis from 1 to 7 inclusive x cannot be 0 8 or 9 e y represents the node number e yis from 1 to 8 inclusive For example e F941 sporting goods e F942 meat department e F943 customer service When F9xy is used Auto Attendant 1 transfers the call at the user s set to the voice mail DN and immediately answers the call at that DN 2 places the caller at node y in tree x as if the user had pressed digit x at the home menu node For example if the node is a park and page node then park and page is performed A call comes into Customer Service and the caller wants to talk to someone in Sporting Goods The Customer Service representative presses the preprogrammed button on the phone F941 The call is parked and a page says Sporting Goods please pick up XXX XXX is the park code like 101 or 102 The Sporting Good representative presses the Intercom button and XXX to pick up the call Avaya Call Pilot Manager Set Up and Operation Guide 98 Chapter 8 Working with CCR Trees Disabling a CCR Tree Before you make any changes to a CCR Tree remove any references to the CCR Tree from the Greeting Tables and the CLID Routing Table to ensure that service is not disrupted Note If any CCR Tree references ar
210. the Outgoing SMTP Mail Proxy Server requires an encrypted connection TLS formerly SSL The default is not selected You have the option of clearing the Enable Message Forwarding User Administration check box Clear the Enable Message Forwarding User Administration check box if you do not want subscriber mailbox owners to enter an e mail address in the Message Forwarding Email Address text box in Mailbox Manager Caution If you clear this check box the e mail address appears as read only instead of a read write text box in Mailbox Manager The mailbox owner will not be able to enter an e mail address and will not be able to use Message Forwarding If you clear this check box you must enter an e mail address for the subscriber mailbox on the Add Change Mailbox pages in Call Pilot Manager The mailbox owner cannot use Message Forwarding until you enter the e mail address By default the Enable Message Forwarding User Administration check box is selected If required in the Message Forwarding From E Mail Address box type the From e mail address for sending outgoing mail Note Enter the Message Forwarding From E mail Address only if you use an Outgoing SMTP Mail Proxy Server that is provided by Yahoo or another provider requiring a specific From e mail address for outgoing mail Some Internet Service Providers ISP e mail providers like Yahoo require a specific From e mail address for outgoing mail for security purposes Fo
211. the Outgoing SMTP Mail Proxy Server box type the IP address or if the BCM is configured with DNS the fully qualified domain name for the SMTP mail proxy server Not all Outgoing SMTP Mail Proxy Servers support read receipts or delivery receipts that are used for the Message Forwarding mailbox Mark Original setting If the BCM cannot determine the original message from the SMTP server then original messages may not be updated based on the Mark Original setting Contact your mail server administrator for more information Note You must enter this information to activate the Message Forwarding feature 4 If required in the Account Name box type the account name for the SMTP mail proxy server Note Some Internet Service Providers ISP require SMTP authentication for outgoing mail for security purposes If your ISP requires this security to send e mails enter the account name and password in these fields The SMTP AUTH LOGIN and PLAIN authentication mechanisms are supported Contact your ISP for more information If required in the Password box type the password for the SMTP mail proxy server account If required in the Outgoing SMTP port box type the Outgoing SMTP Mail Proxy Server port number Only enter a new port number if you do not want to use the default port The default is 25 NN40170 300 Chapter 15 Message Forwarding 145 7 10 11 12 13 14 15 Select the Outgoing SMTP requires encryption TLS check box if
212. the date the Tree was last modified and the Tree status The report also shows the Path type description destination a seven day rolling count of the number of calls received by the Tree and the number of times each path is visited Print the Custom Call Routing Report on the same day each week to obtain an accurate representation of CCR activity Note Do not run regular scheduled reports when data is being backed up or when there are a lot of users on the system If you run the reports during these times the reports will be incorrect If a CCR Tree is changed for example if it is saved or deleted the current usage statistics are cleared Generate this report before you modify a CCR Tree The CCR Tree Report shows for the previous seven days e the number of calls received by the CCR Tree e the number of times each node was visited e the Greeting Table from which the CCR Tree is referenced e the last seven days for which record collection is complete The day the report is generated is not included because data collection is not complete for this day e the most recent complete day in the left column e usage data as zeroes for dates prior to the last change date Statistics for the day of the change include only activity that occurs after the modification is made Avaya Call Pilot Manager Set Up and Operation Guide 106 Chapter 9 CallPilot reports The CCR Tree Report shows the following Table 5 Path The sel
213. the telephone number For example for the telephone number Avaya Call Pilot Manager Set Up and Operation Guide 92 Chapter 8 Working with CCR Trees J6 5SJ6J eI BJK 6 5 AJ 2JBJf is the telephone number dialed For information on preventing unauthorized calls using outdialing refer to Outdial type on page J Adding a Park and Page node A Park and Page node parks a call and announces it to a paging zone overhead paging system or both The page can be repeated until the parked call is answered Calls that are unanswered due to the page being unanswered return to the CCR Tree How Park and Page works Callers who access a Park and Page node hear the One moment please voice prompt The caller cannot interrupt this prompt by pressing other digits How the call is handled depends on how you set up Park and Page If you define a Transfer DN and select Transfer Before Page the call is transferred to the Transfer DN If the call is not answered at the Transfer DN the caller hears the One moment please prompt and the call is parked Parked callers hear hold tone or music on hold depending on your system configuration CallPilot pages to the appropriate paging zone overhead speaker system or both If another call is being paged CallPilot waits for five seconds and retries the page CallPilot retries every five seconds until the paging facility is not busy or the park timeout expir
214. tipS 0 0c eee eee eee 167 Delayed answering by the Auto Attendant 020 00 ce eee eee 167 Ringing lines and answer buttons 0 002 c eee ee eee 167 Ringing Answer DURON oo 2s e hades heh LS Faw EE re HERONS Poe 167 Using Call Forward All Calls CFAC 000000 eee eee 168 How to set up CallPilot for different businesses 20 0c eee eee 169 CallPilot for a small BUSINESS i acu cc dads Kaku d Maw e deed edoawhe aeaws 169 CallPilat for a medium DUSINOSS oirrese boeeeeeencanes es dea bees eee ss 171 Feature compatibily accjecSiceeveiain dandy aby states bans deh ce behead 173 Appendix A Avaya Call Pilot Manager Set Up and Operation Guide 12 Contents Default configuration valueS 2 0 0 c eee e eee eee eee GOSSA sericis ie EE ERR E NN40170 300 13 Chapter 1 Getting started About this Guide The Avaya Call Pilot Manager Set Up and Operation Guide describes how to set up and operate CallPilot on an Avaya Business Communications Manager Avaya BCM 6 0 This guide also explains how to record Broadcast and Information messages About CallPilot Manager CallPilot Manager is a web based application that you use to set up and administer CallPilot CallPilot is a versatile business communications tool that you can use to e answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voice mail Au
215. to Attendant and call handling capabilities CallPilot features CallPilot includes these features Voicemail Records messages and stores them in a mailbox for easy retrieval Business telephones on your system can have their own mailbox and greeting Information can be distributed quickly to departments and workgroups Auto Attendant The CallPilot answering service that answers your business calls promptly 24 hours a day with a Company Greeting plays a list of options to callers and performs call routing functions in response to caller selections Custom Call Routing CCR Enhances the Auto Attendant menu with customized menus and information messages With CCR you can determine the menu options and record the voice prompts that guide callers along call paths Avaya Call Pilot Manager Set Up and Operation Guide 14 Chapter 1 Getting started Fax Answering Fax Answering lets outside callers send faxes to the main site telephone number Fax Answering is available even if you do not have the Fax option installed on your system With Fax Answering a fax call that arrives through the Auto Attendant or CCR transfers to a specified extension The extension is usually an Analog Station Module ASM for Avaya BCM or an ATA ASM or GASI trunk for BCM50 CallPilot options CallPilot has options that enhance your office communications You need a keycode to enable a CallPilot option Contact your vendor if you want to trial or p
216. to see the volume and sources of call traffic e to determine if additional system ports are needed e to find time periods where an insufficient number of ports is available e to see a summary of inbound and outbound call activity and port usage on a 7 day rolling basis The Port Usage section e shows the last seven days for which record collection is complete e shows the most recent statistics in the left column NN40170 300 Chapter 9 CallPilot reports 107 does not include the current day because record collection for this day is not complete Table 6 Allocation shows the minimum and maximum number of ports allocated to voice mail Port Status shows an asterisk beside the port number if the port is disabled when the report if generated Period start for each day of the week shows the percentage of the time period when all ports were busy A non zero value is possible but a value consistently higher than 1 or 2 during peak time periods indicates a need for additional ports Periods in which at least one port is disabled are shown with an asterisk Use the Call Handling section to see the type of calls that create traffic for the voice mail server Look for differences over time by weekday The Call Handling section shows Fax Usage Report Use the Fax Usage Report each class of call by number of calls total duration and average duration all outgoing calls in a single category For examp
217. ts that are used for the Message Forwarding mailbox Mark Original setting If the BCM cannot determine the original message from the SMTP server then original messages may not be updated based on the Mark Original setting Contact your mail server administrator for more information Note You must enter this information to activate the Message Forwarding feature For more information about the Message Forwarding feature see Message Forwarding on page 143 If required in the Account Name box type the account name for the SMTP mail proxy server Note Some Internet Service Providers ISP require SMTP authentication for outgoing mail for security purposes If your ISP requires this security to send e mails enter the account name and password in these fields The SMTP AUTH LOGIN and PLAIN authentication mechanisms are supported Contact your ISP for more information If required in the Password box type the password for the SMTP mail proxy server account If required in the Outgoing SMTP port box type the Outgoing SMTP Mail Proxy Server port number Only enter a new port number if you do not want to use the default port The default is 25 Select the Outgoing SMTP requires encryption TLS check box if the Outgoing SMTP Mail Proxy Server requires an encrypted connection TLS formerly SSL The default is not selected You have the option of clearing the Enable Message Forwarding User Administration check box Clear the Enable Messa
218. ts to view CallPilot programming status and available message time Generating a report To generate a report 1 Click the Report heading 2 Click the link for the report you want to generate The report appears in a new window To print the report click Print To close the report window click Close Types of reports Directory Report This report shows information for mailbox owners listed in the Company Directory and includes the following Table 2 Subscriber mailbox owner s name MB mailbox number Type type of mailbox Ext extension number Name Recorded whether mailbox owner has recorded their name in the Company Directory Greeting Recorded whether mailbox owner has recorded a greeting If both Name Recorded and Greeting Recorded are N the mailbox is not initialized Avaya Call Pilot Manager Set Up and Operation Guide 102 Chapter 9 CallPilot reports Mailbox Information Report This report shows the following for each mailbox Table 3 MB mailbox number Type SUB Subscriber ADM System Administrator GDM General Delivery Mailbox FOD Fax On Demand Avaya Business Communications Manager 6 0 Avaya BCM only FOV Fax Overflow Avaya BCM 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 Ser
219. ty BRU indicate Instead the secure copy protocol SCP is supported Therefore wherever an SFTP server is required a server supporting SCP should be setup instead Additionally all instances of the phrase SFTP in the EM should be taken to mean SCP If you want to change the prompt language select a language from the Prompt Language list box If you want to change the user interface and you use a Norstar system select a user interface from the User Interface Style list box Avaya Call Pilot Manager Set Up and Operation Guide 48 Chapter 4 Working with mailboxes 21 22 23 24 25 If you want to enable Message Forwarding for this Class of Service select the Enable Message Forwarding check box For more information about Message Forwarding see Mailbox Class of Service on page 30 and Configuring Message Forwarding on page 143 Select Enable Find Me Follow Me to enable the feature for this Class of Service See Mailbox Class of Service on page 30 for an overview of Find Me Follow Me You must have created a mailbox for FindMe Follow me calls before you can enable the FindMe FollowMe feature for users For more information about Find Me Follow Me see the Avaya Business Communications Manager Find Me Follow Me Administration Guide NN40010 678 Select Enable Find Me Follow Me User Configuration to grant permission to mailbox users to configure their own Find Me Follow Me settings in Mailbox Man
220. uide 172 Chapter 18 CallPilot configuration tips Automatic Set Relocation Must be set to No when changing the CallPilot extension and connections between the Norstar and Business Communications Manager Call Forward All Calls CFAC Any ringing line or answer button appearance on a set forwards to the extension specified by the call forwarded If CFAC is used a caller immediately transfers to the mailbox of the CFAC extension Call Forward No Answer CFNA Any ringing line appearance on a set is CFNA to the extension specified after the programmed number of rings CFNA is not applicable in an Auto Attendant application If Delayed Ring Transfer DRT is being used for CallPilot answering ensure that the number of rings for CFNA on any of the sets is equal to or higher than the number of rings for DRT CFNA takes precedence over DRT and Transfer Callback if it has a lower number of rings Camp On The Camp On feature cannot be used to access CallPilot If a caller calls the extension and there is no answer the caller cannot invoke the Camp On feature Advise the caller to wait a few moments and try the CallPilot extension again NN40170 300 Chapter 18 CallPilot configuration tips 173 Delayed Ring Transfer DRT To use CallPilot as a secondary line answering position set DRT 1 Assign the CallPilot extension as the prime extension for the specified lines that are to be DRT to CallPilot Set DRT to Yes Set DR
221. urchase a keycode CallPilot options are Message Networking Message Networking links your CallPilot system with other voice mail systems and allows the exchange of voice messages between users at different sites CallPilot supports Digital networking and Audio Messaging Interchange Specification AMIS networking For information about networking refer to the CallPilot Message Networking Set Up and Operation Guide Intelligent Contact Center Intelligent Contact Center is an application that handles incoming calls as efficiently and economically as possible Contact Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Calls can be routed based on the origin of the call the destination of the call or the information entered by the caller Callers can be given high or low priorities Callers can overflow to different groups or skillsets of agents transfer out of the system leave a message and hear announcements or informative messages For information about Intelligent Contact Center refer to the Intelligent Contact Center Set Up and Operation Guide Fax Fax is a CallPilot option that enhances your office communications by providing incoming and outgoing fax capability With Fax callers can send and retrieve fax messages as easily as they send and retrieve voice messages The Fax option includes Fax Mail Fax On Demand and Fax Overflow Fax Answering is available even
222. vail H Press CHHG to select Y or N CHHG HEST 5 Press to end the session NN40170 300 Chapter 14 CallPilot Manager operations 137 Changing the Operator password You can change the Operator password at any time The password must be between four and eight digits and cannot begin with a zero To change the Operator password 1 Press Q e e Psu 2 Enter the Operator password and press OK RETR Ok The default Operator password is e 7 6 7 2 6 6 7 Operator Choose option 3 Press OPER OPER MOLE This display appears if you have Intelligent Contact Center installed If you do not have Contact Center installed go to step 4 Atdt avail H 4 Press 7 J CHHG HEST Pswd 5 Enter a new Operator password between 4 and 8 digits long RETRY oK and press OK Atdt awailiH 6 Press to end the session CHHG HEST Avaya Call Pilot Manager Set Up and Operation Guide 138 Chapter 14 CallPilot Manager operations Changing the Operator default extension When callers request to speak to your company Receptionist or Operator CallPilot transfers the call to the Operator s extension You can change the receptionist or designated Operator extension number Callers can request to speak to your company receptionist or designated Operator if the Auto Attendant voice prompt announces the option and the Operator Status is set to Yes To change the Operator
223. vening 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 NN40170 300 Chapter 6 Setting up the Auto Attendant 65 If you use a Primary and Alternate Language record the option P instruction in the Alternate Language In the option instruction you tell callers to press Q 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
224. vice 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 Unsent Unsent messages Outdial The outdial parameters 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 as follows Table 4 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 NN40170 300 Chapter 9 CallPilot reports 103 Table 4 FULL Mailbox is full NOACCEPT Subscriber has set mailbox to not accepting messages NOADDRESS Address is not specified ALTDN1 Alternate extension 1 is defined ALTDN2 Alternate extension 2 is defined FAX ONLY A Fax Only option for an Express Messaging Line is defined for Avaya BCM If fax only is enabled the message line FAX ONLY is displaye
225. xes lt 2cc 0 cee canbe ee heienee Sees ones E ikre REE ES 30 Mailbox Class of Servite pase iii dc beds oe ea Peed ERAS Seed Sk ELE eeee REE A 32 Class of Service default values 0 000 ee 33 Mailbox OPTIONS cco acc cree ee eRe ee en OOS ER Pee ea Ree wae 34 Resticting NGAI 22 cud avin lacet pees whew aie epee en ew ea E 38 PS OVW eraren tiran oe e cease ateeew aw es wee a ee 4 38 malang AMISIGOX lt 50ie0s 625669 dee Seiad bea dekh Fee eee lee eee 39 Checking which mailbox interface you use 2 ee 40 Chapter 4 Working with mailboxes 6 cs ccccde cesses et ede eis ee denees ei ienae 41 Adding a Subscriber mailbox y s4iu 4 segue ess aes Sons eee eee bondi Gees 41 Avaya Call Pilot Manager Set Up and Operation Guide 8 Contents Fading A Guest WAIDOR pccew iGhin Gee dges tease ee ahha ede aes be Ren eee es 42 Adding an Information MADOX ca5 is 2ocsweeei deus So45 ees We eeee eed oh BRK 44 Adding many mailboxes 2ou8 cad cde eke sie es Oe eee een Soe S 44 About mailbox passwords 2 c2ccc2cr0tenevieetboeehs Pee neadereeweeewaes 46 Changing mallbox settings ss lt cccs seen ceevers aoc asec eadevediadeas Cae de 47 Viewing or editing a Class of Service 0 0c eet ee 48 Deleting a MADOX 2660 cce rie Peers eee ea reed b eee Cee edhe eee be dee ee we 50 EC a NS oles aie RE Abe eh hee ee de eh toe eee 50 About Group List NUMBOE cc ccscengceek eons eoeeeu ner eanes ke dues ae wes 51 ARAN A GEUR LSE 45 35 9205 0254 ebook 0
226. y Greetings There are three types of CallPilot Greetings Company Greetings Personal Mailbox Greetings and Information mailbox Greetings Company Greetings are played by the Auto Attendant to incoming callers Personal Mailbox Greetings are played to callers who want to leave a message in a selected mailbox Information mailbox Greetings are played to describe goods or services available to callers Greeting Tables A table for storing recorded Company Greetings start times assigned to the greetings and the lines that are answered by CallPilot There are ninety nine Greeting Tables Group Lists A collection of mailbox numbers that are assigned a special Group number by CallPilot When a message is sent to a Group List all the mailboxes in the list receive the message Guest mailbox A type of Subscriber mailbox you can assign to people who do not have a permanent extension but require a mailbox These mailboxes receive and store messages the same way that Subscriber mailboxes do Home Menu The first CCR menu callers encounter after they hear the Company Greeting The Home Menu provides a list of single digit options to a caller After callers listen to the Home Voice Menu they select an option by pressing a keypad number on their telephone You can program Home Menu to offer up to eight options By default O is reserved for reaching the Operator and P offers the menu in the Alternate Language The Home Menu can also be a
227. y There are five possible causes for this problem e The Business Open setting is not selected Select the Business Open check box Refer to Changing the Business Open setting on page 133 for information e The wrong greeting numbers are assigned to the Greeting Table e The business hours are set incorrectly e The system time and date are incorrect for your system e The wrong greeting numbers are assigned in the Holiday Schedule Avaya Call Pilot Manager Set Up and Operation Guide 160 Chapter 17 Troubleshooting CallPilot External callers hear the wrong greeting If external callers hear the wrong greeting for example callers who dial the sales number hear the service greeting you must reassign lines to the Greeting Table Refer to Configuring line answering on page 77 A telephone cannot be forwarded to the system If you try to forward your incoming calls to the system and the display shows Forward denied it is possible that you are forwarding to the wrong extension number Use Feature 985 to display the correct extension number for the system and compare this number to the extension that your telephone is forwarded to Feature 981 produces a Log prompt on the telephone display Whenever the Log prompt appears on the display it can be caused by the telephone not having an assigned mailbox If the extension does not have an assigned mailbox Business Communications Manager requests both a mailbox number an
228. y parked and paged Select the Transfer Before Page check box if you want to transfer the call to the extension you specify in the Transfer DN box before it is parked and paged after the call park timeout If you define a Transfer DN but do not select the Transfer before page check box the call is parked and is transferred to the DN after all of the page retries are tried From the Page Type list select the page type you want to use internal zone overhead paging or both The default is internal zone From the Paging Zone list select a number from 1 to 6 or All If you use a CallPilot system with a Compact ICS select a number from 1 to 3 or All The default is 1 If you use overhead paging this setting is ignored From the Page Retries list select a number from 0 to 5 that is the number of times the system will try to page to the paging zone The default is 1 Select Unlimited for unlimited page retries In the Retry Interval box type The number of seconds between paging retries The retry time is measured from the end of the playback of the page The range is 5 300 seconds The default is 15 seconds Avaya Call Pilot Manager Set Up and Operation Guide 94 Chapter 8 Working with CCR Trees 12 Click Voice for the Primary and Alternate prompts and record your primary and alternate recordings These recordings are played over the paging zone or overhead paging system followed by the park string For example if you record Electronic
229. ystem Name gt lt Domain Name gt can be resolved and is reachable by the Outgoing SMTP Mail Proxy Server For example If the BCM System Name is bcm and the Domain Name is example com in Business Element Manager then the Outgoing SMTP Mail Proxy Server must be able to reach ping bem example com Example 5 The forwarded message does not appear at the users Message Forwarding e mail address The feature supports sending messages to any e mail address Certain functionality may not be available depending on the end user device NN40170 300 Chapter 15 Message Forwarding 149 e Most e mail addresses support the delivery of voice and fax attachments Mobile phones that can accept e mail as SMS text messages do not support voice and fax attachments e Most device types can play the wav voice e mail attachments Older BlackBerry and Windows Mobile devices do not play WAV files e Most device types can view fax e mail attachments Mobile phones and Nokia S60 series devices cannot view the fax attachments e Most device types can send read and delivery receipts that are used for the Original Message setting Many Web mail Yahoo Hotmail Gmail and Internet Service Providers POP3 e mail accounts do not support delivery and read receipts Problem resolution Ensure the correct Email Address has been entered correctly The Call Pilot Manager Mailbox Information Report contains all users Message Forwarding settings Ensure th

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