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CallPilot Reference Guide - Nortec Communications, Inc.

1. e Link 9 8 f_ to open your mailbox or e Link 9 8 0 to leave a message and follow the voice prompts Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet To enter a character press the dialpad button that represents the letter or number Press the button again to see the next letter or number To accept a character press or press a different button When you press another button the cursor advances and the display shows the first character on the new button To delete a character press the BE SF display button CallPilot Reference Guide 18 Chapter 2 Using CallPilot Numbers and letters on the dialpad 1 2 ABC2abc B DEF3def GHI4ghi 6 J KL5jkl 6 MNO6mno PQRS7pqrs B TUV8tuv 9 WXYZ9wxyz Quit 0 QZ Zeroqz Accepts displayed letter and comma The display can show up to 16 characters Whether the prompt remains on the display depends on the prompt The examples on this page show how the prompt can appear An example of a display with fewer than 16 characters where the command line prompt remains on the display is the Fwd command line prompt Psu OTHR RETRY Ok The prompt disappears for these command line prompts e Name e Log e Dest ph This display shows the Hame command line prompt Hare FETAY BESP O
2. Professional Call Recording eje e 6 Records an active call a three party conference call a multi party conference call a Meet Me Conferencing conference call a privacy conference call or a silently monitored call for hunt groups or Contact Centers The feature delivers the recorded call as a WAV file together with the call log data to an email address or it is streamed to a server Professional Call Recording works through the provisioning of recording rules which the system administrator configures MeetMe Conferencing ejJe 8 O Establishes a teleconference by each calling into a specified telephone number and extension at an agreed upon time Find Me Follow Me ejJ 6 0 Allows simultaneous ringing on up to five different external destination numbers when a call is offered to your desk phone This feature also allows you to transfer answered calls between your desk phone and the FindMe FollowMe destination device you selected to transfer the call You can continue a Find Me Follow Me call on any of the configured Find Me Follow Me external destination numbers by pressing the Find Me Follow Me feature code on the desk set primary or alternate extensions based on where you answer the call CallPilot Reference Guide 36 Chapter 4 Feature codes and mailbox options Ask your System Administrator about additional feature codes that may be available For information on progra
3. Psi 2 Enter your mailbox password and press OK or OTHF RETR OF or if you are at another extension or if you are using a Guest mailbox press OTHR or to display the Loa prompt When this prompt appears enter your mailbox number and password Your mailbox number is usually the same as your extension To open an initialized mailbox CallPilot 1 Press PBJ Mbox 2 Press RETRY OK or if you are at another extension enter your mailbox number and then press OK or Your mailbox number is normally the same as your extension Pswd 3 Enter your mailbox password and press OK or RETRY OF To open your mailbox using Auto Login If your System Administrator has enabled Auto Login for your mailbox you can open your mailbox by pressing L BJO You do not need to enter your mailbox number or password You can use Auto Login only from your primary or alternate telephones Ask your System Administrator whether you can use Auto Login NN40170 100 Chapter 3 Setting up your mailbox 27 To open your mailbox remotely 1 To open your CallPilot mailbox from an outside tone dial phone during your greeting press or enter the CallPilot extension number to open your mailbox If you are in Europe or Australia press or enter the CallPilot extension number 2 Follow the voice prompts to enter your mailbox number and password Changing your mailbox password You can change your mailbox password at any time
4. forgot my mailbox password A forgotten password cannot be recovered Your old password must be reset to the default password of four zeroes 0000 After the System Administrator resets your password you must open your mailbox and change the default password CallPilot Reference Guide 118 Chapter 14 Troubleshooting My mailbox is locked Your mailbox is locked if you attempt to access your mailbox and you hear the recording This mailbox has been locked to prevent unauthorized access Please contact your administrator for assistance Your mailbox is assigned a maximum number of incorrect password attempts CallPilot records the number of incorrect attempts from the last time your mailbox was successfully accessed If the number is exceeded you are locked out You cannot open your mailbox until the System Administrator resets the password CallPilot Timeout The Timeout feature allows five seconds for you to choose an option If CallPilot does not detect a selection it replays the option list If an option is still not selected CallPilot ends the session CallPilot has minimum voice level detection If CallPilot does not detect an audio signal it requests the caller to speak louder and provides the option to re record If no voice level is detected after the prompt CallPilot ends the session Messages are cut off If people need to leave long messages in your mailbox you can ask the System Administrator to give you
5. 42 Chapter 4 Feature codes and mailbox options NN40170 100 43 Chapter 5 Greetings This chapter describes mailbox greetings and how to record them This chapter includes e Types of mailbox greetings e Recording a Primary or Alternate mailbox greeting e Recording a Personalized mailbox greeting e Deleting a Personalized mailbox greeting Types of mailbox greetings Mailbox greetings play to callers who reach your mailbox Greetings inform callers that they have reached the correct mailbox and give callers any necessary information or instructions You can change the greetings at any time After you initialize your mailbox you can record greetings If you do not record any greetings your Company Directory name plays to callers who reach your mailbox Refer to To record your name in the Company Directory on page 29 There are three types of mailbox greetings Primary Alternate and Personalized Primary mailbox greeting Record your Primary mailbox greeting for everyday use In this greeting include your name and a brief message explaining to callers that you are unable to answer their calls For example Hi This is Pat Smith I m not able to take your call right now Please leave me a message at the tone and I will return your call as soon as possible If you are a new mailbox owner record your Primary mailbox greeting immediately Note If you have Park and Page enabled for your mailbox yo
6. 9 8 6 is not available on a Companion Wireless telephone 4 After a mailbox owner s call transfers to their mailbox the mailbox owner must a Press while their mailbox greeting plays b Follow the voice prompts to open their mailbox Transferring a call to Custom Call Routing CCR CCR is a single digit application that provides callers with a more sophisticated menu and a wider range of options than the Automated Attendant Callers can use CCR to e listen to the Home menu and make a selection e listen to a pre recorded CCR Information message e leave a message in a mailbox e transfer to another extension or an external number For more information about CCR ask your System Administrator You can transfer a call to the beginning of a CCR Tree To transfer a call to a CCR Tree 1 Press 9 ej6 Do not press Hold because the call is put on hold automatically Choose a CCR Tree by entering a digit from 1 to 8 and pressing f Wait until the display shows Call transferred before you attempt any other features NN40170 100 Chapter 9 Transferring calls 83 About Outbound Transfer You can set up Outbound Transfer to transfer a caller who reaches your mailbox to a number that you assign A caller can use Outbound Transfer from any tone dial telephone and you can direct your Outbound Transfer calls to any telephone You can tell callers about this feature in your personal greeting If you inform cal
7. Accessing your messages This chapter describes how to access your messages and explains e Receiving calls e Never Full mailbox feature e Playing your messages e Retrieving erased messages e Screening your calls e Interrupting a caller Receiving calls CallPilot can be used by outside callers and other mailbox owners in your company When you are away from the office you can use CallPilot with any tone dial telephone When you are at the office you can use CallPilot from any telephone connected to your company s CallPilot system Even outside callers who use a rotary dial telephone can use CallPilot If a caller uses CallPilot from a rotary dial telephone the system transfers the call to your company receptionist or the Operator If the receptionist or Operator is not available to answer the call the call transfers to the General Delivery Mailbox Callers can leave messages that are the minimum message length that is configured for your system The minimum message length can be between 0 5 to 3 seconds long The maximum message length depends on your mailbox settings Callers can leave messages that are greater in length than the minimum message length and up the maximum message length that is configured for your system Ask your System Administrator what your minimum and maximum message lengths are Never Full mailbox feature The Never Full mailbox feature lets external callers leave a message in your mailbox even if the mai
8. Retrieving erased messages You can retrieve an erased message if you are still in the CallPilot session An erased message remains in your mailbox until you end the current CallPilot session After you play your messages and exit CallPilot any messages that you do not erase are saved Since message storage space is limited we recommend that you erase messages that you no longer need To retrieve an erased message Norstar Voice Mail After you erase a new or saved message the number of new or saved messages shown on the display is decreased by one Even though the display shows 0 new O saved you can still play and retrieve your erased messages Press PLA or to listen to your erased message then press to restore the message to your mailbox To retrieve an erased message CallPilot You can retrieve a deleted message A deleted message remains in your mailbox until you end the current CallPilot session Locate the deleted message Press 7 6 to restore the message After you play your erased message you can restore it If you end the current session without restoring the erased message it is permanently erased from CallPilot Screening your calls With Call Screening you can determine who is calling before you accept the call Call Screening applies only to external calls transferred from the Auto Attendant or from Custom Call Routing CCR See your System Administrator for information on CCR You can use Call Screening if
9. usuasssssnnnnsnnnnnnn 113 About Broadcast MosSsSageS 16 oi ied ace ekks eee rraren EEREN EEA 113 Information mailbox greetings lt lt srcssrrrisesresrrrsssissete is krrrsrassos 113 Recording an Information mailbox greeting cece eee eee 114 CallPilot Reference Guide 8 Contents Chapter 13 eae MS 5 ce Sur su A E Seder seneerobsddseseessensesoxs 115 Chapter 14 TROUBICGNOOUING oie de ce canbe dee ster cesieeee eds Wendcwses 117 GOSSA e cc icdc detect rene cet de cuienidas bade ewe canes ed awe ve 121 i eee ee ere eer ere ee rr eer reer TT rr rr eee 125 NN40170 100 Chapter 1 Getting started About this guide The CallPilot Reference Guide provides information on how to use CallPilot features on the Avaya Business Communications Manager Avaya BCM To use this guide you must determine which phone interface you use and follow the procedures for that interface For information about determining which interface you use see Checking which mailbox interface you use on page 25 Some procedures apply to both interfaces If you are a new CallPilot user make sure you are familiar with how to operate your display telephone Refer to the User Card for your telephone For more information about using CallPilot ask your System Administrator Audience This guide is for system administrators and CallPilot users Acronyms The following is a list of acronyms used in t
10. e Caller ID CLID is not available e Caller ID is not a reliable indication of the caller identity e your telephone does not have display capabilities If Call Screening is enabled CallPilot asks the caller to record their name after the tone If the caller presses when they are asked to record their name the call goes back to the Auto Attendant The caller hears a hold tone while they wait If you do not answer the call transfers to your mailbox Since some callers do not like to record their name and wait for service use this feature with discretion NN40170 100 Chapter 6 Accessing your messages 59 To use Call Screening 1 You receive an external call that is transferred from the Auto Attendant or from Custom Call Routing CCR 2 CallPilot announces the caller s name to you If the caller does not record their name the voice prompt says Unknown caller 3 You can answer the call or let the caller leave a message in your mailbox e press AHS or fi to answer the call e press QUIT or to transfer the call to your mailbox Interrupting a caller With the Interrupt feature Ce Q 6 7 you can intercept a caller who is listening to your mailbox greeting or leaving a message You can program the Interrupt feature to a memory button with an indicator on your Avaya telephone For more information about programming a feature to a memory button see Programming a memory button with a feature code
11. A password must be from four to eight digits long and cannot start with zero It is recommended that you change your password every 30 days Keep your mailbox secure by choosing an uncommon password not a predictable password like 1234 or 1111 You may not be allowed to enter a trivial password Refer to Trivial Passwords on page 23 for more information Avoid giving your password to your co workers If someone else knows your password they can access your mailbox and listen to or delete your messages CallPilot Reference Guide 28 Chapter 3 Setting up your mailbox To change your password 1 Press PBJ Follow the voice prompts or the display buttons to open your mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Password menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press PSWD or e Go to step 3 Pswd 3 Enter your new mailbox password and press OK or f RETRY OF Again 4 Re enter your new mailbox password and press OK or J RETRY OF 5 Press to end the session Password lock out For security reasons the System Administrator can assign each mailbox a maximum number of incorrect password attempts If the number is reached you are locked out You cannot access your mailbox until the password is reset Ask your System Administrator to reset the password The password when reset is 0000 Password expiry Mailboxes can be a
12. If callers know which option they want they can interrupt the Auto Attendant by entering their selection on the dialpad of any tone dial phone The Auto Attendant provides callers with the voice prompts associated with e entering a mailbox number e entering the extension e using the Company Directory e leaving a message e reaching the Operator e selecting an Alternate Language there is no voice prompt for this option Tf CallPilot is installed with bilingual capabilities callers can press 9 to hear voice prompts in the other language When a caller selects an option the Auto Attendant responds to the command either by routing the call to an extension or mailbox within your company or by directing the caller to the Company Directory or the Operator Mailbox Park and Page With Mailbox Park and Page external callers can press 6 during your personal greeting or after they have recorded a message to have you paged If internal callers press 6 J the call goes directly to the record tone When you are paged the system plays your mailbox spoken name and where the call is located for example John Doe 101 If you have Mailbox Park and Page enabled for your mailbox you must let callers know that they can page you as part of your mailbox greeting for example I m not at my desk To have me paged press 6 otherwise leave a message at the tone Ask your System Administrator whether you have Mailbox Park
13. Fy and the code to use a feature For example press 2 8 f_ to access your mailbox The Avaya 7100 Digital Deskphone 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 Avaya 7100 Digital Deskphone 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 Avaya 7100 Digital Deskphone terminal On Avaya 7100 Digital Deskphone terminals you can answer a second call by pressing C Your active call is put on hold and you connect to the waiting 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 Alternate extensions You can have up to five Alternate extensions for your mailbox If a caller dials the main extension the primary extension for the mailbox that has Alternate extensions assigned the call rings only at the main extension If the call is not answered and the caller leaves a message a message indicator appears at the main extension and any Alternate extensions You can access the message from Alternate extensions with the Open Mailbox feature CJ eJ BJ f_J the same way that you access messages from your main extension phone Only an extension without a mailbox assigned to it can be used a
14. NN40170 100 Chapter 14 Troubleshooting 119 Off premise Message Notification does not work If Off premise Message Notification does not work ask the System Administrator to check the Off premise Message Notification parameters Also ask the System Administrator to check whether you are allowed to have Off premise Message Notification Ensure that the destination phone number and time parameters are correct Ensure that the destination numbers that you enter are not restricted For example if you cannot call long distance numbers from your phone you cannot set up Off premise Message Notification to a long distance number Check to see if Off premise Message Notification is turned on Refer to Turning Off premise Message Notification on or off on page 108 for more information cannot use the Reply feature If you cannot use the Reply feature to reply to an external or network message contact your System Administrator The Reply feature is always available for internal calls CallPilot Reference Guide 120 Chapter 14 Troubleshooting NN40170 100 121 Glossary Administration The tasks involved in maintaining CallPilot mailboxes greetings and set up configuration Alternate greeting A greeting recorded for a Personal mailbox and played on occasions such as absence illness or vacation Attendant sign On Off The task performed by a company receptionist or Operator that indicates to CallPilot when
15. OK or to accept the phone number You must always include the area code with the telephone number Record Greeting 8 At the tone record the greeting and press OK or f to end RETR Ok the recording CallPilot Reference Guide 50 Chapter5 Greetings Accert greeting RETR PLAY ai 9 Press OK or to accept the recording or press PLAY or to listen to the greeting or press RETR or to rerecord the greeting 10 Press to end the session NN40170 100 Chapter 5 Greetings 51 Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it To delete a Personalized mailbox greeting Greeting oFtions REC CHOOSE CFD Greeting PRIME ALT FERS Greeting RETR OK PRI KARAS CHHG DEL OK 1 Press e JQ 6 J Follow the voice prompts or the display button options on your telephone to open your mailbox If you use the CallPilot interface Press to open the Greetings Options menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press GREET or Go to step 3 Press REC or fi Press FERS or to choose a Personalized mailbox greeting Enter the Personalized greeting number 1 2 or 3 that you want to delete Press DEL or to delete the greeting Press C to end the session CallPilot Reference Guide 52 Chapter5 Greetings NN40170 100 53 Chapter 6
16. Voice Mail on page 64 Press OFT for delivery options Press CERT for Certified delivery and go to step 9 or press URGEMT for Urgent delivery and go to step 9 or press OTHR for Timed or Private delivery and go to step 4 If PRIU appears on the third display button the Timed delivery option is not available If you are using a one line display phone press B for Private delivery or press for Timed delivery Press PRIM or 8 to send a message with a Private delivery option and go to step 9 or press TIME or 4 to set up a delivery time for the message Enter the time that you want to send a message using the Timed delivery option This is a four digit field Any single digit hour or minute must be preceded by a zero For example enter 0800 for eight o clock Press AM or or PH or 2 Press OE or to accept the time you entered or press RETRY or to change the time Press CHHG or to change the date shown to a different date Press HATDAY to change the date to the next day the day after the date that is shown Press OE or to accept the date shown which defaults to today or tomorrow and select the one that corresponds to the next occurrence of the specified time NN40170 100 Chapter 7 Sending messages 69 Haane Pat l 9 Press SEHD or to send the message now OPTS CE SEHD or press to cancel all delivery options Anew 8 sawed 10 Press to end t
17. You can change the parameters and destinations for Off Premise Message Notification Refer to Off premise Message Notification parameters on page 90 for more information about parameters If you want to change the time or message type parameters use the procedure To change the time range or type of message parameters on page 99 If you want to change the destination type see the procedure for the destination type To change the destination type see from a phone to an extension pager or another phone number page 101 from a pager to an extension or phone page 103 from a phone or extension to a pager page 104 To change the time range or type of message parameters Press eJeBJEJ Follow the voice prompts or the display button options on your telephone to open your mailbox 1 CallPilot Reference Guide 100 Chapter 10 Off premise Message Notification l Me notify ADMIN SELECT Hotifuicsx gt CHHG HET More dest VES HO A CHNG Startstart time NEXT Stor stor timer CHHG HET Med tyre new CHHG OK l Me notify ADMIN SELECT If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or 6 Press 6 to open the Off premise Message Notification menu G
18. call to a mailbox instead of another telephone the call does not come back to you If you transfer a call to another telephone and the call is not answered the call comes back to you The call is immediately transferred to the mailbox which saves time Q 8 6 is not available on the Companion Wireless telephone To transfer a call to a mailbox from your telephone 1 Press JQ JJ Do not press Hold because the call is put on hold automatically Enter the mailbox number or search the Company Directory To search the Company Directory press the LIF display option Wait until the display shows Call transferred before you attempt any other CallPilot functions The call automatically transfers and the CallPilot session ends CallPilot Reference Guide 82 Chapter 9 Transferring calls Transferring a mailbox owner s call to their mailbox You can transfer a mailbox owner s call to their CallPilot mailbox so that they can change their greetings or retrieve their messages To transfer a mailbox owner s call to their mailbox 1 Press 9 e 6 Do not press Hold because the call is put on hold automatically Enter the mailbox owner s mailbox number Wait until the display shows Call transferred before you attempt any other telephone features Note Do not use _ 7 0 to transfer a mailbox owner s call This feature transfers the call to their telephone and it is possible that the call can return to you
19. clock Press AM or fi or Press FM or 22 Press OK or to accept the time you entered or press RETRY or to change the time NN40170 100 Chapter 7 Sending messages 71 Tu mm dd 8 Press CHHG or to change the date shown to a different CHHG HeaTBDAY OK date Press HATDA Y to change the date to the next day the day after the date that is shown Press OF or to accept the date shown which defaults to today or tomorrow and select the one that corresponds to the next occurrence of the specified time 9 Press 7 Q to send this message now or press 7 OJ to cancel all delivery options 10 Press to end the session Sending a message to more than one recipient Sending a message to a Group List A Group List is a list of mailbox owners If you have a group of people that you frequently send messages to you can send the message to a Group List When you send a message to a Group List each mailbox owner in the Group List receives the same message If you are a member of the group you are addressing you do not receive a copy of the message If you need a Group List ask your System Administrator to create one for you Tell the System Administrator e the mailbox owners names e alist of the mailbox numbers e the Group List name Your System Administrator can publish a list of the mailboxes in each Group List If you know the number of the Group List e and you use the Norstar Vo
20. destination telephone number or a destination pager number if you are setting up a destination pager number in Off premise Message Notification A destination telephone or pager number cannot be longer than 30 characters Note If you are adding special characters do not press the dialpad buttons to enter a Or to enter a Press the button directly below the option on a two line display telephone or listen to the voice prompts Adding special characters to a destination number Press Description 2 or DIGS to resume adding digits to the destination phone number 8 Jor PAUS to enter a timed pause that appears as F on the display Pauses are four seconds long CallPilot Reference Guide 84 Chapter 9 Transferring calls Adding special characters to a destination number Press Description or TOHE to recognize dial tone behind PBX The Recognize Dial Tone special character appears as on the display 6 Jor OTHR to enter a 6 Jor OTHR to enter a to cancel and retry NN40170 100 Chapter 9 Transferring calls 85 Setting up Outbound Transfer To set up Outbound Transfer to a phone number Outbound tr ADMIN SELECT Destination FHOWE EXT Phi RETRY OK lt x ACD OK Transferi off CHHG QUIT Transferi on CHHG QUIT 1 Press Qj Follow the voice prompts or the display button optio
21. eGRe E a e E eee 58 imenupingacalor 260 284 Gali s 44S Ege He IESG ROEM Sa eb ae REEL GRRE wR 59 Chapter 7 SPINE Messages coon oc Sc coc cee ccsceusesssceideuud cauacsce 61 Recording and sending messages 00 00 naaraana 61 Searching the Company Directory 0000 c eects 65 Assigning message delivery options 2 000 e eee ee eee 66 Message delivery options 000 eee eee 67 Sending a message to more than one recipient 0 00 e eee ees 71 Resid O MSS5adGe decereidiekedie ees ORewr ee nedewew WsPheenetaeus 72 Replying to an intemal caller sc lt saceveeds Tees ees 5 6 Gh SoSH Gees CHES fa NN40170 100 Contents 7 Replying to an extemal Collar cpiakuiciwedshheee ew heiGade sSeyeneresedu lt 74 Placing a call with Thru Dial vceccs cee eWeek GR Oa Gs GSO Ree ERE NORE SRS 75 When to use Thru Dial s e srrrisrsrrsiieinrid iure ied See ek eke Paes 75 Chapter 8 Call Forwarding your Call ccccscrccscctsecceces deer esevueswes 77 Call Forwarding your calls to your mailbox 0 0 00 ccc ee T7 Setting up Call Forward remotely 0000 e cece eee eae 77 Call Forward with Caller ID 2 2 cici ccc cede ese neee gees teeeegses bemee aren 78 Chapter 9 Transferring CONS onic ca cne nde a ODO RO eee eee eee Re ee 81 Transferring calls to a CallPilot mailbox 00 00 c eee ee 81 Transferring a mailbox owner s call to their mailbox 000000 eee 82 Transferring a c
22. either a Primary or an Alternate mailbox greeting To record an Information mailbox greeting Loa 1 Press l JQ9 8 f J ee RELEY ad Press OTHR Enter the mailbox number and password then press OK or The System Administrator creates the password when they initialize the mailbox Ask the System Administrator for the Information mailbox password Primara greeting 2 Press REC or 1 REC PLAY QUIT Record greeting 3 At the sound of the tone record the Information mailbox RETRY PAUSE OF greeting Press Ok or when you are done Accert greeting 4 Press OK or to accept the recording RETRY PLAY OF or press PLAY or 1 to listen to the greeting or press RETR or to rerecord the greeting Primams greeting 5 Press QUIT or to end the session REC PLAY QUIT NN40170 100 115 Chapter 13 CallPilot tips This chapter contains tips on how to optimize your use of CallPilot Listen to your messages frequently Answer your messages promptly to encourage callers to use CallPilot and reassure them that it is as reliable as speaking with you personally You do not have to be at your desk to play your messages When you are away from your desk you can play your messages from any tone dial phone Clean up your mailbox There is limited storage in your mailbox and within CallPilot Do not save messages unless you need to listen to them again When you are finished with a message eras
23. is a voice prompt and does not appear as a display button e Go to step 3 Record name 3 At the tone record your name RETRY ok Press OK or to end the recording Accert name 4 Press OF or to accept the recording RETRY PLAN OF or press PLAY or to listen to the recording or press RETR or to re record your name 5 Press to end the session Assigning a Target Attendant You can assign a Target Attendant to answer calls transferred from your mailbox The default Target Attendant for your mailbox is the CallPilot Operator The Target Attendant can be assigned to any valid extension After you assign your Target Attendant a caller who reaches your mailbox can press 0 to speak with the Target Attendant If you do not have a Target Attendant assigned callers who press 0 return to your mailbox Remember to tell callers in your greetings that if they need assistance they can press 0 to speak to the Target Attendant For example Please press 0 to speak to my assistant CallPilot Reference Guide 30 Chapter 3 Setting up your mailbox To assign a personal Target Attendant Atdt exti oper CHHG QUIT Ext RETR OPER Atdt extitxnxx gt CHHG QUIT 1 Press P e i Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press 8 0 to open the Company Directory Press ASST or to open the Target Attendant
24. menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press to open the Target Attendant menu Go to step 3 Press CHHG or to change the Target Attendant The Atdt ext oFer prompt shows that the current attendant is the CallPilot operator Enter the extension number of the new Target Attendant or press GPER or 0 to change the Target Attendant to the CallPilot Operator The display shows the extension you entered Press to end the session NN40170 100 Chapter 3 Setting up your mailbox 31 Mailbox Manager overview Mailbox Manager is a Web based application that allows you to manage your CallPilot mailbox online You access Mailbox Manager at https lt BCMIPaddressOrHostName gt MailboxManager Computer requirements The computer you use to run Mailbox 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 32 bit and 64 bit e 64 MB RAM 10 MB disk space e minimum screen resolution of 1024 X 768 pixels Browser requirements Mailbox Manager supports these browsers e Internet Explorer 6 0 7 0 and 8 0 Note You can administer Subscriber mailboxes Information mailboxes Contact Center skillset mailboxes General Delivery mailbox and System Administrator mailbox through Mailbox Manager If you try to access other types of mailboxes you receive a war
25. numbers press OTHR and repeat steps 4 and 5 Press to end the session NN40170 100 Chapter 10 Off premise Message Notification 107 Adding a destination number Use this procedure if you have set up Off premise Message Notification and you want to add another destination number You can have up to five destination numbers CallPilot Reference Guide 108 Chapter 10 Off premise Message Notification To add a destination number Med notify ADMIH SELECT Hotifyicx gt CHHG HET More dest YES HO Hotifa321 none SETUP NEXT 1 Press eJeJ O Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press MOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press AD IH or to set up Off premise Message Notification Press HEXT or to continue Press YES or to set up another destination number Press SETUP or to set up another destination number and follow the steps in To set up Off premise Message Notification to a phone number on page 90 or To set up Off premise Message Notification to an extension on page 93 or To set up Off premise Message Notification to a pager on page 95 Tur
26. ok mestre or press CHHG or _ to change the message type to be notified only when you receive an urgent message l Msg notify 10 Press to end the session ACMI SELECT NN40170 100 Chapter 10 Off premise Message Notification 97 To set up Off premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers The following steps show you how to enter a phone number destination and then add a pager destination for the first time 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Med notify 3 Press AD IH or to set up Off premise Message yee Notification Destination 4 Press PHOME or 1 to choose a destination phone number PHOHE ExT PAGER Phi 5 Enter the destination phone number and press GE or REDEN Ok The destination phone number cannot be longer than 30 digits axe 6 Press OF or to accept the destination phone number BEE as represented by lt x gt or press ADE or 2 to add special characters and use your dialpad or follow t
27. on page 37 When you interrupt a caller who is leaving a message in your mailbox any part of the message that was recorded remains in your mailbox Remember to delete this message from your mailbox To interrupt a caller 1 While a caller is listening to your mailbox greeting or leaving a message the indicator or A flashes on your telephone 2 Press the Interrupt button or press 8 7 to speak with the caller indicator Note The indicator flashes quickly if the caller is listening to your greeting The indicator flashes slowly if the caller is leaving a message The flashing indicator is only present if one of the buttons next to the LCD display is programmed as the Ce 987 key CallPilot Reference Guide 60 Chapter 6 Accessing your messages NN40170 100 61 Chapter 7 Sending messages This chapter describes how to send messages and explains Recording and sending messages Searching the Company Directory Assigning message delivery options Sending a message to more than one recipient Replying to messages Placing a call with Thru Dial Recording and sending messages The messages you record must be longer than three seconds The system times out after five seconds of silence You can record and send messages using the Open Mailbox feature RJB the Leave Message feature e 9 8 0 When you use
28. or Yi while a message is playing it stops playing the current message and plays the next message in your mailbox Pause Temporarily stops a message When you stop the Continue or Z message you can play the previous message continue playing the current message or skip to the next message STOP PLAY Previous Stops playing the current message and plays the previous s Z message Quit Stops playing the message and plays the Mailbox main menu options Replay Replays the message from the beginning or v lt lt lt lt lt lt Replay Replays the last message V Reply Q Replies to a message Refer to Note 3 on page 56 The reply can be either or vA v eet a message to an internal sender s mailbox REPL a telephone call to an internal or external party Refer to Note 4 on page 56 Save Saves the message being played If you do not delete a Message ee Z message it is automatically saved This option is not shown on the display unless you erase a message If you SAVE erase a message and try to play the message again you can press SALE on a two line display telephone Refer to Note 2 on page 56 Volume Adjusts the volume of the message that is playing The Control volume increases each time you press After four presses the volume returns to the lowest level CallPilot Reference Guide 56 Chapter 6 Accessing your messages Notes 1 Because your mailbox has limited message storage s
29. phone the display shows the CallPilot display command line A one line display phone does not show display button options On one line display phones the options are announced by voice prompts You make selections using the dialpad You do not need to wait for the voice prompt to end before you can select an option You can interrupt the voice prompt and make your selection immediately Two line display phones Two line display phones show CallPilot commands and options A two line display can show up to three display button options at once In cases where there are more options wait for the voice prompt to state the other available options If you know the corresponding dialpad number for the option you want you can press it any time during the voice prompt An example of a two line display Display command line Pswd Display button options OTHR RETRY Ok Display buttons CallPilot Reference Guide 16 Chapter 2 Using CallPilot About 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 7100 7208 T7316 M7324 M7310N M7324N Feature Feature LFx_ Handsfree Bottom right hand Handsfree button Mute Hold Fold e2 Volume Control GI e i Release Ls Ris J ee You can enter _ Feature or
30. press RETR to erase and re record your message Record messager 4 Press OK or to end your recording RETRY PAUSE OF Message options 5 Press SEHD or or replace the handset to send the ee eee message using the Normal delivery option or press PLAY or to listen to your message or press RETR or to erase and re record your message or press to change the delivery options To record and send a message using the Leave Message feature CallPilot 1 Press 9 8 oO To i 2 Enter the mailbox address or Group List address WAPE DONE Press HAME or to use the Company Directory To AR 3 Press OK or to accept the address RETRY es Press RETR to enter a new mailbox address SKMM 4 Record your message at the tone Recording 5 Press OK or to end your recording REREC OK t press KEREC to erase and re record your message NN40170 100 Chapter 7 Sending messages 65 Rec storred 6 Press PLAY or to listen to your message PLA DEL SEHD or press SEHD or 7 Q to send the message now with the Normal delivery option or press DEL or 7 6 to erase and re record your message Searching the Company Directory If you know the name but not the mailbox number of someone you want to send a message to you can search the Company Directory You can find any initialized mailbox by searching the Company Directory By default you can press to search the Company Directory
31. technical support from the Avaya Web site on page 13 Getting technical documentation To download and print selected technical publications and release notes directly from the Internet go to Www avaya com support NN40170 100 Chapter 1 Getting started 13 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 Web site 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 CallPilot Reference Guide 14 Chapter 1 Getting started NN40170 100 15 Chapter 2 Using CallPilot How CallPilot works CallPilot works with the telephone system to provide an automated receptionist service CallPilot answers incoming calls routes them to extensions and mailboxes in the system and provides message taking capability About display phones One line display phones You can use one line display phones for most CallPilot sessions If you use a one line display
32. telephone number character limit 83 setting up to a phone number 85 to an extension 86 P Park and Page 20 43 Password 117 locked out 118 changing 27 default 23 Pausing a message 55 Personal greetings example 29 Personalized greeting 44 assigning 48 deleting 51 recording 48 Playing the message envelope 54 57 Playing your mailbox messages 54 Primary greeting 43 115 Private Message Delivery option 67 no forwarding with 67 Private messages cannot copy 72 not forwarded 67 Prompt language wrong 118 R Recording Alternate greeting 45 messages 61 Personalized greeting 48 Primary greeting 45 Recording acall 59 Recording technique Greetings 44 Replaying messages 55 Replying to an external message sender 74 to an internal message sender 73 to messages 55 57 Retrieving deleted messages 56 Rewinding messages 54 56 S Saving messages 55 Sending messages CallPilot 41 Sending messages Norstar Voice Mail 39 Setting up Off premise Message Notification to a pager number 95 to a telephone number 90 to an extension number 93 CallPilot Reference Guide 128 Index Outbound Transfer to a phone number 85 to an extension 86 your mailbox 43 Skipping forward in messages 55 56 Skipping forward to end of messages 54 Special mailboxes General Delivery 22 System Administrator 22 Subscriber mailbox 21 Guest 21 T Target Attendant 29 Timed Message Delivery option 67 Timeout 118 Trans
33. the display button options on your telephone to open your mailbox Press ADMIH or B Press GREET or 2 Press CFWE or B Press YES or to have your calls go to CallPilot without ringing at your phone or press HO or to have calls ring at your set Press CHHG or to turn Call Display on or off Press to end the session Call Forward on Busy overrides CLID If your display telephone is assigned Call Forward on Busy CLID information does not appear on the display Call Forward on Busy is a feature that forwards your calls to another designated telephone or extension if your telephone is busy Call Forward on Busy is assigned by the System Administrator CallPilot Reference Guide 80 Chapter 8 Call Forwarding your calls NN40170 100 81 Chapter 9 Transferring calls This chapter describes transferring calls and explains Transferring calls to a CallPilot mailbox Transferring a mailbox owner s call to their mailbox Transferring a call to Custom Call Routing CCR About Outbound Transfer Setting up Outbound Transfer Adding special characters to a destination number Turning Outbound Transfer on or off Optimizing Outbound Transfer Transferring calls to a CallPilot mailbox With the Transfer feature 8 6 you can transfer a call from your business telephone directly to a mailbox on the CallPilot system Transferring calls to a CallPilot mailbox has these advantages If you transfer a
34. your message includes the phone number and the time period of the temporary arrangement If you are going to be out of the office remember to press Call Forward Q to forward incoming calls to your mailbox Use an Extended Absence Greeting Begin this greeting by announcing your vacation or travel plans This gets the attention of the caller For example Vacation alert Hi this is Marshall I will be on vacation starting on the Sth and I will be returning to work on the 12th If you care to do so please leave a message and I will return your call when I return from vacation For immediate assistance please press zero Record your greetings and messages clearly For a better quality recording speak directly into the handset Do not use the Handsfree feature Remember to speak clearly in a pleasant voice at a pace that is easy to understand Do not speak too softly or loudly or make the greeting or message too lengthy After you record a greeting or message play it back Make sure that your greeting or message sounds the way you want it to before you accept it CallPilot Reference Guide 116 Chapter 13 CallPilot tips Do not forget to use the Copy and Reply features You can use CallPilot to send copies of messages to other mailboxes and reply to messages with a message of your own When you send copies of messages to other people ensure that your introduction explains e why you are forwarding a copy of the message e whether
35. 6 to open the Off premise Message Notification menu Go to step 3 Press ABMIH or to set up Off premise Message Notification CallPilot Reference Guide 96 Chapter 10 Off premise Message Notification Destination 4 Press PAGER or to select a pager number destination PHOME ET PAGER Pager 5 Enter the destination pager number and press OK or J RETR OK te 6 Press OK or to accept the destination pager number BLD 0E represented by lt x gt or press ALD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters See Adding special characters to a destination number on page 83 After you add special characters press OK or f 7 Press HEXT or to accept the default pager message represented by lt xxxx gt The default pager message that CallPilot sends is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press EHHG or 1 to change the pager message The combined limit is 30 characters for the pager phone number and the pager message Shows CHHG HET More dest 8 Press ES or fi if you want to set up another destination veS na number or press HO or if you do not want to set up another destination number Mea tapel new 9 Press OK or f to be notified when you receive a new CHNG
36. AVAYA CallPilot Reference Guide Avaya Business Communications Manager Release 6 0 Document Status Standard Document Number NN40170 100 Document Version 02 01 Date May 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 services or information des
37. Call Forwarding your calls 6 Press to turn Call Forward on or off e If Call Forward is on the voice prompt says Calls will be answered immediately All calls to your telephone are now answered by CallPilot e If Call Forward is off the voice prompt says Calls will ring at your set 7 Press to turn Call Display on or off e If Call Display is on the voice prompt says Caller information will be displayed at your set e If Call Display is off the voice prompt says Caller information will not be displayed 8 Replace the handset to end the session Call Forward with Caller ID The Call Forward with Caller ID CLID feature is available only if your company subscribes to a CLID service If you are not sure whether your company subscribes to a CLID service ask your System Administrator CLID does not appear if the caller has a private or unknown telephone number You can set up Call Forward with CLID to screen calls forwarded to your mailbox If the feature is enabled you hear an Alert tone and the CLID information appears on the telephone display To talk to a caller who is forwarded to your mailbox press e to interrupt the call NN40170 100 Chapter 8 Call Forwarding your calls 79 To turn Call Forward with CLID on or off 1 2 Greeting options 3 FEC CHOOSE CFWD Forward calls 4 YES HO Displas calleri Y 5 CHHG QUIT 6 Press eJBJEJ Follow the voice prompts or
38. Certified Acknowledge 67 Normal 67 Private 67 Timed 67 Urgent 67 Messages copying 54 cut off 118 deleted retrieving 56 deleting 54 57 erasing 54 57 forwarding 57 listening to see Messages playing minimum recording length 61 playing 54 pausing 55 rewinding 54 56 skipping forward 55 56 skipping toend 54 the envelope 54 57 playing the next 55 57 playing the previous 55 56 Private cannot copy 72 quitting 55 replaying 55 replying to 55 57 saving 55 silence timeout 61 NN40170 100 Index 127 N Name recording in Company Directory 23 removing from Company Directory 29 Never Full mailbox feature 53 Normal Message Delivery option 67 Norstar Voice Mail Mailbox commands 38 Mailbox options 38 Other mail options 39 Playing messages 38 Sending messages 39 O Off premise Message Notification 89 changing parameters 99 destination number character limit 96 98 105 destination pager number and message character limit 95 feature restrictions 90 not working 119 setting up to a pager number 95 to a telephone number 90 to an extension number 93 to wrong destination 89 Off premise Message Notification parameters destination telephone number 90 destination type 90 time range 90 types of message 90 Open Mailbox feature 17 Opening your mailbox Auto Login 26 from your extension 26 remotely 27 Operator 20 Optimizing Outbound Transfer 85 Outbound Transfer activating 87 canceling 87 destination
39. H or Press 6 to open the Off premise Message Notification menu Go to step 3 Press ALMIH or 1 to set up Off premise Message Notification Press PHOME or 1 to choose a phone number destination Enter the destination phone number and press OK or The destination phone number is a maximum of 30 digits Press OE or to accept the destination phone number represented by lt x gt or press ADE or 2 to add special characters and use your dialpad or follow the voice prompts to add characters See Adding special characters to a destination number on page 83 After you add special characters press OF or to accept the destination number Enter the start time for Off premise Message Notification This is a four digit field You must precede a single digit hour and minute with a zero Press AM or or PressFM or 2 Press OK or to accept the start time CallPilot Reference Guide 92 Chapter 10 Off premise Message Notification Stor hmm 10 Enter the time when Off premise Message Notification is elise oE to stop This is a four digit field You must precede a single digit hour and minute with a zero stor timer 11 Press AM or RETRY AM Pr or Press FM or 2 setor Lime 12 Press OE or to accept the stop time RETRY OF More dest 13 Press YES or if you want to set up another destination YES HO number or press HO or if you do
40. ITY 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 that have distributed the Linu
41. If there is still no answer the call rings at your pager number and so on The number of retry attempts is assigned by your System Administrator If the destination type is a telephone or extension you must assign start and stop times The start and stop times apply to all five notification numbers You do not assign start and stop times if the destination is a pager Off premise Message Notification begins at the start time Set the start time for the time you are at the destination phone number so you are there to receive your calls A person who receives an Off premise Message Notification call can cancel Off premise Message Notification to their destination number This is useful if a destination is incorrectly programmed and the wrong person receives the calls The recipient of an Off premise Message Notification call hears the following voice prompt Message for name of mailbox owner To log on press 1 If you have received this call by mistake please press 2 CallPilot Reference Guide 90 Chapter 10 Off premise Message Notification Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial phone The parameters are e destination type phone extension or pager e destination number phone extension or pager e time range for receiving calls at phone numbers or extensions Pagers are notified any time there is a qualifying
42. If you use the CallPilot interface Press 0 followed immediately by 1 _ to search the Company Directory This is the default Company Directory number The System Administrator can change the Company Directory number If you don t know the number press If you use the Norstar Voice Mail interface Press 0 followed immediately by to search the Company Directory 3 Enter the last name then the first until your call is placed For instructions on entering the name see Searching the Company Directory on page 65 To use Thru Dial to reach your Target Attendant Your Target Attendant is the number of the person your callers reach when they press zero 1 Open your mailbox e If you are calling remotely press during your greeting to open your mailbox If you are in Europe or Australia press 8 B Follow the voice prompts to enter your mailbox number and password e Ifyou are calling from your Avaya phone press 2 J Follow the voice prompts or the display buttons to open your mailbox 2 Press 0 then wait for the call to be answered by your Target Attendant For information on setting up a Target Attendant see Assigning a Target Attendant on page 29 NN40170 100 77 Chapter 8 Call Forwarding your calls You can call forward your calls if you want your calls to go to CallPilot immediately without ringing at your extension For example you c
43. K When you begin to enter the last name the Harme command line prompt disappears For example if you enter the name Partridge you press the dialpad button for P and the display drops the Hame prompt F RETRY BESP aid Although the name is only nine characters long the command line prompt is not shown on the display after you enter the entire name Partridge RETRY EKSF Ok CallPilot voice prompts Voice prompts announce which dialpad button to press to use CallPilot options Voice prompts provide the same options as display buttons Prompts also provide options that do not appear on the display If you use a two line display phone you can use either the display button or the dialpad button to access the option NN40170 100 Chapter 2 Using CallPilot 19 On a one line display phone the voice prompt plays immediately If you do not choose an option after five seconds the voice prompt replays the options If you still do not choose an option CallPilot ends the session On a two line display phone the voice prompt plays after a few seconds delay If you do not choose an option CallPilot ends the session Interrupting a voice prompt You can interrupt a voice prompt by selecting any option on the display or dialpad Auto Attendant The Auto Attendant acts as a receptionist for incoming calls When it is enabled the Auto Attendant answers your company s incoming phone lines depending on the time of day
44. OF Off sscaisciessiicensionscsadsnressixdsniesntananioiasbaceaniekieaaanionaniadsiiesata 87 Off premise Message Notification an nnn cece eee eee 89 To set up Off premise Message Notification to a phone NUMbET ccceeesseeeeeeees 90 To set up Off premise Message Notification to an extension cccccsscceeessstteeeeeeeee 93 To set up Off premise Message Notification to a pager cccccssecceesssteeeeeessteeeeesseaes 95 To set up Off premise Message Notification to more than one destination 5 97 To change the time range or type of message parameters ceesceeeeeeeeeeeteeeeees 99 To change the destination from phone to another destination ceesseeeeeeeeeeees 101 To change the destination from pager to phone or extension sssr 103 To change the destination from phone or extension tO pager cceeeeseeeeeeeeeteeeees 104 Te delete a destination DUMBO siusis issnin n ani iadaan 106 Toaddadestinalion NUmMDET soiaaredsani aa aE a EEE 108 To turn Off premise Message Notification On or off c ccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeaeeees 109 Recording aall cdcccctncasedccdsuects edu sekieeesee seis eee se 111 UGsa i223 ius es r Eee mee meena sre or errr rrr terre tre creer nents A T N retest enn TEN terre 112 Broadcast and Information messages suanssssnnnnnnnnnnnn 113 To record an Information mailbox greeting esssssssrsrssserrnrssrrrrinsernnresrnnnerra
45. P or to enter the Compose Message option Enter the mailbox number or Group List address and press or press HAME or to search the Company Directory and go to step 5 The default to search the Company Directory is The System Administrator can change this number Press OE or to accept the address or press RETR to enter a new mailbox address and go to step 3 Press DOME or when you are finished entering addresses Press REC or 5 and record your message at the tone Press OF or to end your recording or press FEREC to erase and re record your message Press PLAY or 2 to listen to your message or press SEND or 7 9 to send the message now with the Normal delivery option or press DEL or 7 6 and press 5 to erase and re record the message If you want to assign delivery options see To assign message delivery options CallPilot on page 70 or press C to end the session CallPilot Reference Guide 64 Chapter 7 Sending messages To record and send a message using the Leave Message feature Norstar Voice Mail 1 Press C 9 8 0 Mbox 2 Enter the mailbox number or Group List number If you do BIR eet not know the mailbox number press DIR or to use the Company Directory Record messager 3 When you hear the tone record your message Z Seley ae Ok You can press PAUSE or to stop your recording and press COHT or to continue recording your message or
46. able Playing your messages Norstar Voice Mail shows the message options available to you during and after playing messages Playing your messages Norstar Voice Mail Option Button Available Available Description while after playing playing Back up Rewinds the message nine seconds and resumes playing or vA it lt lt lt Copy Sends a copy of the message to one or more mailboxes r If you record an introduction it must longer than three seconds COPY End of Goes to the end of the message Message r A gt gt gt gt gt gt Envelope Plays the information in the message envelope Envelope y information includes the date and time the message was sent and if the message is internal the directory name of the sender Erase Deletes the message currently playing If no messages r Ya are playing deletes the last message played Deleted messages remain in your mailbox until the session is EFASE ended Refer to Notes 1 and 2 on page 56 NN40170 100 Chapter 6 Accessing your messages 55 Playing your messages Norstar Voice Mail Option Button Available Available Description while after playing playing Skip Advances the message nine seconds and continues forward Gr playing from that point A message can be forwarded as many times as required gt gt gt Next 6 Plays the next message in the mailbox If you use this
47. ailbox A mailbox summary is announced While you are in the message list you can play any message Press 2 to play the current message Press P to call the caller CallPilot dials the external number directly NN40170 100 Chapter 7 Sending messages 75 Placing a call with Thru Dial With Thru Dial you can call another number while you are logged on to your mailbox or if you call someone s extension and reach their voicemail Note The System Administrator can restrict the numbers that you can dial so ask your System Administrator if you can use Thru Dial Thru Dial can only be used to call internal numbers When to use Thru Dial When you are making a call you can make a second call without hanging up and dialing a second number by using Thru Dial This is especially useful if you are at a pay phone Use Thru Dial if you want callers to be able to dial another number to reach your Target Attendant which you can change to be an out of office number or maybe another contact person if you re not available When you are making calls from a hotel you can avoid toll charges by using Thru Dial to call other extensions from one call Examples of using Thru Dial e Pat calls her mailbox from a pay phone and hears an urgent message from Joe Without hanging up Pat can Thru Dial Joe s number and doesn t have to pay for another call e Pat is away from the office and needs to leave message
48. all to Custom Call Routing CCR 0 00 cece eee 82 About Outbound TIANSIC nccanceeisueies hai sens en sad Gee ewes esaree neds 83 Adding special characters to a destination number 2055 83 Setting up Outbound Transter 04 22 cn e ee eee dee E eee 85 Turning Outbound Transfer on or off oo cece eee eer deere teehee ewe dees 87 Optimizing Ouibound TrANS ET crs 5 csc caterer dederesa domed E ee eases 88 Programming Outbound Transfer when CallPilot is behind a PBX 88 Chapter 10 Off premise Message Notification 00 cece eee eee eee 89 About Off premise Message Notification 0000 c eee ee 89 Off premise Message Notification parameters 00 cece eens 90 Setting up Off premise Message Notification 0 0 0 0 eee 90 Setting up Off premise Message Notification to a pager number 95 Changing Off premise Message Notification 0 00 cece eens 99 Deleting a destination NUMDEr 4 csc ek ce a eeee seeds eed eeeeeeaiense taae ewes 106 Adding a destination NUMD T sos le woe kes cee eae eRe ok kw hea 107 Turning Off premise Message Notification on or off 0000 0c eee 108 Chapter 11 Recording 2 call cicccecsenreenne iseen bees sed ison reennedaendns 111 About Meco A CAI os kawaii ace krinaro AEAEE EE E amp acini 111 Professional Call Recording s 6 050c s00eesceadeeeea isete ritats 112 Chapter 12 Broadcast and Information messages
49. an Operator is available to answer calls ATA 2 An Avaya product that lets you connect an analog device such as a single line telephone or a fax machine to your telephone system Auto Attendant The CallPilot answering service that answers incoming calls with a Company greeting plays a list of CallPilot options to a caller and performs call routing functions in response to acaller s dialpad selections Broadcast Message A message that can be sent only by the System Administrator This type of message plays in all initialized Subscriber mailboxes Business Status A CallPilot setting that tells CallPilot whether a company is closed or open for business Class of Service A predetermined number designation that specifies the CallPilot options for a mailbox Company Directory A voice list that contains the names of users with initialized mailboxes that are designated to appear in the Company Directory Conventions The way certain information is described For example using underlined text to represent second line display prompt information Default The parameters preset in CallPilot Designated Operator A person who is assigned to answer the CallPilot Operator Request option Display CallPilot Reference Guide 122 Glossary A one line or two line screen on a display telephone that shows CallPilot commands and options Display buttons The three buttons on a two line display telephone Users press these butt
50. an set up Call Forwarding if you are not going to be in the office and you do not want your ringing phone to disturb your colleagues or if you do not want to take calls while you are working While Call Forward is on callers can leave a message for you without having to wait for the phone to ring several times This chapter explains the following ways you can forward your calls e Call Forwarding your calls to your mailbox e Setting up Call Forward remotely e Call Forward with Caller ID Call Forwarding your calls to your mailbox To forward incoming calls to your mailbox press 2 4 To cancel Call Forward do one of the following e press B again press e press e press CAHCEL Setting up Call Forward remotely When you are away from the office you can forward your calls to your mailbox by using the dialpad of any tone dial telephone Note You can set up Call Forward remotely only if you use the Norstar Voice Mail interface You cannot set up Call Forward remotely if you use the CallPilot interface To set up Call Forward remotely 1 Call the Automated Attendant or your business telephone from any tone dial telephone 2 While the greeting plays enter the CallPilot extension number or press If you are in Europe or Australia enter the CallPilot extension number or press Follow the voice prompts to open your mailbox Press BJ 2J Press to open the Call Forward menu CallPilot Reference Guide 78 Chapter 8
51. and Page enabled for your mailbox CallPilot Reference Guide 20 Chapter 2 Using CallPilot Types of mailboxes A mailbox is a storage place for messages There are three types of mailboxes e Subscriber mailboxes which include Guest mailboxes e Information mailboxes e Special mailboxes which include the General Delivery Mailbox and the System Administrator Mailbox Other types of mailboxes are available on your system if you have the Network Messaging or the Fax option installed Subscriber mailbox Most users have Subscriber mailboxes A Subscriber mailbox is assigned by the System Administrator and is maintained by the mailbox owner A Guest mailbox is a type of Subscriber mailbox A Subscriber mailbox can be assigned to each mailbox owner who has an operating display telephone with an extension Guest mailbox Guest mailboxes provide temporary employees and guests with access to internal messaging and call routing features Guest mailboxes do not have an operating extension They are assigned a number that looks and works like an extension This lets the Guest mailbox owner access CallPilot the same way a subscriber accesses their mailbox from another extension or phone If you need a Guest mailbox request one from the System Administrator Information mailbox Information mailboxes play informative messages to callers Information mailboxes do not have an operating extension and callers cannot leave a message in th
52. ation e message types for notification Outbound transfer settings This interface displays if the mailbox class of service and outcalling capabilities are sufficient e extension or telephone number radio button with associated text box e check box to allow callers to reach specified outbound destination Messaging Forwarding This interface displays if the Unified Messaging keycode and Unified Messaging feature are enabled You configure Message Forwarding to forward an e mail message when new or urgent voice messages arrive in your mailbox You can forward messages to any e mail device including desktop e mail clients personal digital assistants PDA and wireless devices that support e mail e check box to enable Messaging Forwarding e email address text box e message type radio buttons new or urgent e original message list select how you want your original message managed e check box for attachment WAV voice or fax e current signature fields email signature Personal Attendant DN e extension with associated text box or System Attendant radio button NN40170 100 Chapter 3 Setting up your mailbox 33 Greetings and Spoken Name Primary Alternate and Personalized Greetings import export play and record e Voice buttons for Spoken Name Standard Greetings and Personalized Greetings to allow the user to record greetings e Primary or Alternate greeting radio button e check boxes to not accept messages and t
53. be notified only when you receive an urgent message Press to end the session NN40170 100 Chapter 10 Off premise Message Notification 95 Setting up Off premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX remember to insert a P depending on your system before the to access an outside line There is a combined limit of 30 characters for the pager phone number and the pager message For example to reach your pager enter HI4J2J GJ SJE HJejJ8j 4 HB where e e recognizes dial tone SESA inserts a timed pause specifies the next digits are special characters specifies that the next digits are the numbers to be dialed 6 BJ 4 is the pager phone number dialed Depending on the company supplying your paging service the programming sequence can vary For more information about setting the destination phone number parameters for your pager contact your pager company To set up Off premise Message Notification to a pager 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Med notify 3 ACMIM SELECT Press ADMIH or Press
54. but the System Administrator can change the dialpad buttons If the Company Directory is not enabled e the LIF display option does not appear on the display e you do not hear a the voice prompt that announces the dialpad buttons to press for the Company Directory CallPilot Reference Guide 66 Chapter 7 Sending messages To search the Company Directory 1 2 Last name 3 OF Haane Paul 4 RETR HEMT Ok Wasne Paul 5 Press Ce J 9 8 0 Press DIR or to search the Company Directory Use the dialpad buttons associated with the first three or four letters of the mailbox owner s name to locate and select the person s mailbox Enter the last name first name or both names depending on how your system is set up This display shows an example of a prompt for a mailbox owner s last name For example to enter the letters Wayn enter 9 2 9 6 In this example the name of the mailbox owner Paul Wayne appears on the display and is announced To accept the mailbox owner press OF or or if you do not want the person who is shown press HEXT or to see the next matching name The greeting of the mailbox owner plays If the mailbox owner you select does not have a Personal greeting recorded and selected you hear their Company Directory recording Assigning message delivery options Use the procedure for the interface you use e To assign message delivery options No
55. ccceeeeesseeeeeeeseeeeeeetees 73 Teeny toanintemal caller CalP Obasina 73 To reply to an external caller Norstar Voice Mail cccceesseceeeeeeseeeeeeeeseeneeteeneaes 74 Te reply to an extemal caller CalP Ut siririn iinn diced vanes aacieeeebiatecer en 74 Wee lA a Taal Call cae a ai 75 To search the Company Directory while placing a Thru Dial call cceceeseeeeeeeees 76 CallPilot Reference Guide 4 Task List To use Thru Dial to reach your Target Attendant c ccceeesseceeeeeeeeeeeeeeeseeneeteeneaes 76 Call Forwarding your calls 200 cece eee eee eee eee 77 To setup Call Forward remotely set es csetecsssaticaticcactianetancczaeet saps tdants aed Eiaa EARE 77 Toturn Call Forward wih CLID om Or Off iscanisiosssnascissoaiizasarecertiesionnataassmaaiinesbounnimearben 79 Transfering CANS siorcrercesrecrpsrr 154 CE ea COT ee eS 81 To transfer a call to a mailbox from your telephone eeeceeeeeesceeeeeeeeeeeeeeeeeeeeeeetenees 81 To transfer a mailbox owner s call to their MailDOX ccccceceeeeeeeeeeeeeeeeeeaeeeeeeeeeeeeess 82 To transfer a call to a OCR Tre i scicassasvteasises vers ine canta enniser ana cede eatider eaanidenies 82 To set up Outbound Transfer to an phone number cceeeeeeeeeeeeeteeeeeeeeeeeeeeeeeaeeeeee 85 To set up Outbound Transfer to an extension cccceeseceeeceeeeeeeeeeeeeeeeeaeeeteaeeeeeaeeeeeas 86 To turn Outbound Transfer Oom
56. ceeeeeseeneeeeeseeneeeeeeeeeneeteeneaes 51 Accessing your messages 1 ee ee 53 To play your messages Norstar Voice Mail ccseeeeeceeeeeeeeeeeeeeeenneeeeeeeeeeeeeeeess 54 To play your messages CallP NOE ss csanssbsninansnassseadisnes sounatenrspecaladssionaetiasspindidnahouneranre 56 To retrieve an erased message Norstar Voice Mail ccccesscceeeeeeseneeeeeeseeneeeeenees 58 To retrieve an erased message CallPilot 0 cccecceeseseeeeeneeeeeneeeeeaeeeseaeeseeaeeessaeeeeeas 58 To Hee Call SCO s ererres iriri e aE ATO N SASEN NRE ONRET 59 ped oulo E l e E E errr tt ere Tr 59 Sending MESSAGSS oscrieriesrri ches Cedi Neewen IEE r En Hs 61 To record and send a message using the Open Mailbox feature Norstar ao E a T A A E T E A A T 62 To record and send a message using the Open Mailbox feature CallPilot 63 To record and send a message using the Leave Message feature Norstar WIM Ma oida Gat iat Gok anion aan eE NN eee oes 64 To record and send a message using the Leave Message feature CallPilot 64 Te Seareh the Company Directoy ss a ccreeesanccetiasapccatseercncatestrastemsnaes hemes 66 To assign message delivery options Norstar Voice Mail eseeseeeeteeeeeeeeeeeeeeees 68 To assign message delivery options CallPilot eccceeceeeeeeeeeeeneeeeeeeeeeeeeeeeeneeeees 70 To reply to an internal caller Norstar Voice Mail c ccccees
57. conference call a Meet Me Conferencing conference call a privacy conference call or a silently monitored call for hunt groups or Contact Centers The feature delivers the recorded call as a WAV file together with the call log data to an email address or it is streamed to a server Ask your System Administrator if you have access to this feature Professional Call Recording works through the provisioning of recording rules which your System Administrator configures The calls are recorded based on any of the following criteria All incoming calls to a DN All outgoing calls from a DN All calls to and from a DN Internal Calls to and from the DN External Calls to and from the DN Conference Calls Manually invoked using F995 NN40170 100 113 Chapter 12 Broadcast and Information messages About Broadcast messages You can ask the System Administrator to send a Broadcast message if you need to send a message to every initialized mailbox on your phone system You can ask the System Administrator to 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 Broadcast messages play on all mailboxes initialized with CallPilot Note Broadcast messages are not sent to Information or General Delivery mailboxes Information mailbox greetings Your business or department can use Information mailboxes to provid
58. cribed 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 BEHALF OF YOURSELF AND THE ENT
59. d Options Change Target Password Record Greetings Primary Alternate Personalized Playing messages From your display telephone enter Ce J 9 f Follow the voice prompts or the button options on your display telephone to open your mailbox l Listen to New Messages Record Message Pause Previous Backward Continue Forward Replay a to n Applies only when message is playing Attendant Forward Message Copy From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox l Listen to Saved Messages Mailbox Administration Off Premise Outbound Return to Message Transfer Main Notification Options Menu l l Choose Greeting Call Forward Alternate l From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox B Listen to Saved Messages Mailbox Administration 1 ZIZ Next Message Delete Message Envelope l Reply to Message Message Save Return to Message Main Menu NN40170 100 Chapter 4 Feature codes and mailbox options 39 Sending messages From your display telephone enter eJBeJEJ Follow the voice prompts or the button options on your display telephone to open your mailbox l Record Message a I End Recording Listen t
60. e accesses an outside line specifies the next digits are special characters recognizes dial tone specifies that the next digits are the numbers to be dialed 6 2 J 4 is the telephone number dialed Gs N A 6 ies After you enter this dialing sequence the display shows 305551234 ADD OF NN40170 100 89 Chapter 10 Off premise Message Notification This chapter describes how to set up and change Off premise Message Notification and explains e About Off premise Message Notification e Setting up Off premise Message Notification e Changing Off premise Message Notification e Deleting a destination number e Adding a destination number e Turning Off premise Message Notification on or off About Off premise Message Notification You can program CallPilot to call you at a phone number an extension or a pager when you have a message Your System Administrator enables Off premise Message Notification If you program CallPilot to call you at a phone you are prompted to enter your password before you can listen to your messages You can receive notification of a message at a maximum of five different destination numbers When the number of retry attempts is reached for each destination number the next number in the series is called For example CallPilot can contact your car phone number first to let you know you have a message If there is no answer the call rings at your home number
61. e callers with messages and announcements You can record and update greetings for an Information mailbox You can use Information mailbox greetings to e announce sales e provide product lists e announce special events Make it easy for callers to access Information mailbox greetings by mentioning the Information mailbox in the Automated Attendant or by asking the operator to route enquiries to the Information mailbox Ask your System Administrator for details Callers cannot leave messages in an Information mailbox CallPilot Reference Guide 114 Chapter 12 Broadcast and Information messages Recording an Information mailbox greeting Before you record an Information mailbox greeting you must determine what the greeting includes 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 Write the greeting down and practice reading it aloud When you are confident the greeting includes everything you want it to record the greeting If you are using a phone system with bilingual capability you must record the Information mailbox greeting in both languages An Information mailbox greeting can be
62. e info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier text Indicates command syntax and system output for example prompts and system messages Example Set Trap Monitor Filters CallPilot Reference Guide 12 Chapter 1 Getting started Convention Description FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE 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 alerts 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 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 following sections Navigation e Getting technical documentation on page 12 e Getting product training on page 12 e Getting help from a distributor or reseller on page 13 e Getting
63. e it to create storage space Keep a record of your password in a secure place Treat your CallPilot password as a secret code Write down your password and keep it in a safe place Do not keep your password near your phone If you let someone else have temporary access to your mailbox change your password afterwards If you forget your password the System Administrator can reset it to the default password 0000 You can then enter a new password When sending messages make them brief and to the point More than 75 of the time spent on a normal business phone call consists of making small talk pleasantries and other socializing Sending a message rather than making a call can save you time Try to avoid sounding hurried or rude while restricting your messages to the essentials Change your Primary greeting frequently It is a good idea to change your Primary greeting on a regular basis Change your greeting to indicate that you listen to your messages and maintain your mailbox on a regular basis Change your Primary greeting to provide a personal touch that frequent callers appreciate Make your Alternate greeting specific Choosing an Alternate greeting usually means you are away from the office If you are out of the office indicate in your Alternate greeting when you expect to return If you will be checking your mailbox while you are out of the office include that in your message If callers can reach you at another phone number ensure that
64. edit or delete an external destination number Note For more information about Find Me Follow Me see the Avaya Business Communications Manager Find Me Follow Me User Guide NN40010 118 or the Find Me Follow Me online help files Note For more information about Mailbox Manager see the Mailbox Manager online help files CallPilot Reference Guide 34 Chapter 3 Setting up your mailbox NN40170 100 35 Chapter 4 Feature codes and mailbox options Feature codes Feature code name Dialpad buttons Description Leave Message Ce Je 6 O Leaves a message in a mailbox No password is required Open Mailbox CejJejejt Opens your mailbox to play your messages and to access mailbox options Call Forward Forwards incoming calls to your mailbox CallPilot extension zagaa Displays the CallPilot extension number on your phone Transfer S Gea Eae Transfers calls to a mailbox on the CallPilot system Interrupt y J k O Intercepts a caller who is listening to your mailbox greeting or leaving a message Name Dialing y S i Lets you dial calls by searching the Company Directory Record A Call Ed E S Records a call and stores it in your mailbox This feature also stores the message in a network location if one is specified in the Class of Service to which the subscriber mailbox belongs
65. em A voice prompt provides callers with access to Information mailboxes Callers reach an Information mailbox through the Auto Attendant Custom Call Routing CCR or the Operator Information mailboxes are created by the System Administrator and either the System Administrator or a mailbox owner can record Information mailbox greetings For more information on Information mailbox greetings see Information mailbox greetings on page 113 NN40170 100 Chapter 2 Using CallPilot 21 Special mailboxes Special mailboxes are set up automatically when CallPilot is initialized The Special mailboxes include e General Delivery Mailbox e System Administrator Mailbox General Delivery Mailbox The General Delivery Mailbox stores messages e from callers who use a rotary dial phone e for people in your company who do not have Subscriber mailboxes The System Administrator Receptionist or designated Operator can access the messages in the General Delivery Mailbox and send them to the appropriate mailbox System Administrator Mailbox This mailbox is used by your System Administrator as a personal mailbox You can leave messages for the System Administrator in this mailbox Broadcast messages must be sent from the System Administrator Mailbox CallPilot Reference Guide 22 Chapter 2 Using CallPilot NN40170 100 23 Chapter 3 Setting up your mailbox This chapter describes how to set up your mailbox and exp
66. es on the call for permission to record the call Record A Call is not enabled by default The System Administrator must enable this feature by assigning you a mailbox Class of Service that includes Record A Call Your System Administrator also chooses the maximum length of a Record A Call message and chooses if Record A Call is Announced or Silent If Announced all parties will hear the prompt This call is being recorded If Silent there is no prompt In some areas Record A Call is not available as it contravenes local laws Ask your System Administrator about the availability of Record A Call in your area CallPilot Reference Guide 112 Chapter 11 Recording a call To record a call 1 Recording 2 PAUSE QUIT 3 4 Professional Call Recording While you are on an active call press 2 6 Q If Record a call is set to Announced all parties on the call hear the prompt This call is being recorded and a recording tone Press QUIT to end recording or press PAUSE to suspend recording Press RESUME to continue recording or press QUIT to end recording When you stop recording all the parties on the call hear the prompt Recording stopped Nothing is heard if Record A Call is set to Silent The display will briefly show Message Left Press to end the call You can use the Professional Call Recording feature F995 to record an active call a three party conference call a multi party
67. fer 82 Transferring calls to General Delivery mailbox 53 to Operator 53 to receptionist 53 U Urgent Message Delivery option 67 V Voice prompts 17 67 78 interrupting 15 19 on a one line display telephone 19 NN40170 100
68. for a health care customer that sends unionized case workers to homes of the elderly The user often sends multiple voice messages to the workers to change or cancel appointments The company wants to know when and what message the case worker has listened to by the return of the read receipt Messages sent with the Timed delivery option are delivered at the time that you specify If you use the Timed delivery option you first enter the time including a m or p m You are then prompted to accept or change the date which defaults to today or tomorrow and you can accept the date that corresponds to the next occurrence of the specified time Dates are shown by month and day and the year is inferred If the month and day are earlier than the current date the next year is assumed When the specified time and date occurs the message is sent You cannot cancel the message prior to delivery CallPilot Reference Guide 68 Chapter 7 Sending messages To assign message delivery options Norstar Voice Mail wane Pat OPTS cc SEHD Delivers options CERT URGENT OTHR Delivery options PRI TIME Time hhmm RETRY hih irm RETRY AM PH hhmm amen RETRY DE Tu mm dd CHHG HsTDAY Ok 1 Record your message using To record and send a message using the Open Mailbox feature Norstar Voice Mail on page 62 or To record and send a message using the Leave Message feature Norstar
69. he session PLAY FEC A HIH For more information about the message delivery see Message delivery options on page 67 CallPilot Reference Guide 70 Chapter 7 Sending messages To assign message delivery options CallPilot Med options URG PREIL Med options ACE Time hhmm RETRY hh imm RETRY AM hhinn amA rm RETR 1 Record your message using To record and send a message using the Open Mailbox feature CallPilot on page 63 or To record and send a message using the Leave Message feature CallPilot on page 64 Press 7 O for message options This is a voice prompt option and does not appear as a display button option Press URG or for Urgent delivery and go to step 9 or press PRIM or for Private delivery and go to step 9 or press OTHE for Acknowledged or Timed delivery and go to step 4 If ACE appears on the third display button the Timed delivery option is not available If you are using a one line display phone press 5 for Private delivery or press 6 for Timed delivery Press ACK or 6 to send a message with a Private delivery option and go to step 9 or press TIME or 6 to set up a delivery time for the message Enter the time that you want to send a message using the Timed delivery option This is a four digit field Any single digit hour or minute must be preceded by a zero For example enter 0800 for eight o
70. he voice prompts to add characters See Adding special characters to a destination number on page 83 Starti hhmm 7 Enter the start time for Off premise Message Notification RETEN Ok This is a four digit field You must precede a single digit hour and minute with a zero CallPilot Reference Guide 98 Chapter 10 Off premise Message Notification start timer 8 Press AM or fi RETR AM PH or Press FM or R setart timer 9 Press OK or to accept the start time RETR Ok Stor hhmm 10 Enter the time when Off premise Message Notification is pele 0E to stop This is a four digit field You must precede a single digit hour and minute with a zero stor time 11 Press AM or fi RETRY AM Pr OL Press FM or 2 setor time 12 Press OK or to accept the stop time RETRY Ok pi dest 13 Press YES or i to set up another destination number WES HO J Hotifys none 14 Press SETUP to set up another destination number SETUP HEST Destinationi 15 Press PAGER or to select a pager number destination PHOHE EaT PAGER Pager 16 Enter the destination pager number and press GE or RETRY DE SKERMS 17 Press GE or to accept the destination pager number EEE Dk represented by lt x gt or press ALD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters See Addi
71. his guide Table 1 Acronym Description ASM Analog Station Module ATM Analog Terminal Adapter BCM 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 COS Class of Service DTMF Dual Tone Multifrequency NVM Norstar Voice Mail CallPilot Reference Guide 10 Chapter 1 Getting started Symbols and text conventions These symbols are used to Highlight critical information for the Avaya BCM system 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 information 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 EA strap before performing the maintenance procedure p Warning Alerts you to remove the Avaya BCM main unit and 2 expansion unit power cords from the ac outlet before performing any maintenance procedure NN40170 100 Chapter 1 Get
72. ice Mail interface you can enter the Group List number instead of a mailbox number at the Mbox prompt e and you use the CallPilot interface you can enter the Group List number instead of a mailbox number at the Ta prompt If you know the name of the Group List e and you use the Norstar Voice Mail interface enter the name of the Group List in the Company Directory at the DIF prompt e and you use the CallPilot interface enter the name of the Group List in the Company Directory at the HAME prompt CallPilot Reference Guide 72 Chapter 7 Sending messages Forwarding a copy of a message to one or more recipients You can forward a copy of a message during or after playing the message When you forward a copy of a message to a mailbox you can record an introduction to the message If you use the Norstar Voice Mail interface your introduction must be at least three seconds long After you record an introduction to the message and enter the mailbox number your introduction and a copy of the message are automatically sent to the mailbox you selected You can then send an additional copy of the introduction and the message to another mailbox or quit and return to the Listen to Messages menu You can forward copies to as many mailboxes as you like Note You cannot forward Private messages For more information on forwarding your messages see Norstar Voice Mail mailbox options on page 38 and CallPilot mailbox option
73. ing Description Skip Back E Rewinds the message five seconds and resumes playing it at that point Skip B Advances the message five seconds and continues playing from that Forward point Previous 7 Stops playing the current message and plays the previous message Message NN40170 100 Chapter 6 Accessing your messages 57 Playing your messages CallPilot Available during and after Option Button playing Description Next 6 Plays the next message in the skillset mailbox If you use this while a Message message is playing it stops playing the current message and plays the next message in your mailbox Call E Places a call to the sender of a message Sender Help Offers a Help menu 4 Reply a Replies to a message talus Z Envelope Plays the information in the message envelope Envelope information 7 e of includes the date and time the message was sent and if the message is internal the directory name of the sender Forward Forwards the message to one or more mailboxes You can record an Message 7168 4 introduction to the forwarded message Reply ao Replies to a message and all other recipients of the message All 7 4 VA Refer to Note 3 on page 56 Delete Deletes the current message Deleted messages remain in your 7 6 mailbox until the session ends Refer to Notes1 and 2 on page 56 CallPilot Reference Guide 58 Chapter 6 Accessing your messages
74. ion Enter the destination number and press OK or Press OK or to accept the destination extension The gt represents the extension Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by zero Press AM or or Press FM or B Press OK or to accept the start time Enter the time when Off premise Message Notification is to stop This is a four digit field You must precede a single digit hour and minute with a zero CallPilot Reference Guide 94 Chapter 10 Off premise Message Notification stor timet RETR AM PH stor timet RETRY DE More dest VES HO Startstart time CHHG HEAT Stor stor timer CHHG HEXT Med tyre new CHHG Ok Med notify ADMIN SELECT 11 12 13 14 15 16 17 Press AM or fi or Press FM or 2 Press GE or f to accept the stop time Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Press HEYT or to accept the start time that you entered or press CHNG or ff to change the start time Press HEYT or to accept the stop time that you entered or press CHNG or ff to change the stop time Press OK or if you want to be notified when you receive anew message or press CHHG or 1 _ if you want to
75. is sent to a Group List each mailbox in the list receives the same message Guest mailbox A mailbox assigned to a user who does not have an extension Information mailbox A mailbox that provides a caller with a message describing goods or services available from your company NN40170 100 Glossary 123 Initializing a mailbox Preparing a mailbox to receive messages which includes changing a mailbox default password and recording a Company Directory name Leave Message The feature code used to leave messages in CallPilot mailboxes Mailbox A storage place for voice messages on the CallPilot system Mailbox number length The number of digits allowed in a mailbox number Mailbox properties Mailbox properties are optional parameters in addition to the Class of Service values The mailbox properties are Include in Company Directory Alternate Extensions Express Messaging Line Call Screening Message Waiting Notification and Outdial route Message delivery options Message sending options for a message A message delivery option can be assigned to a message after it is recorded Message delivery options are e Normal e Certified Acknowledge e Urgent e Private e Timed Message Waiting Notification A display prompt that informs a mailbox owner when a message is left in a mailbox This feature is controlled by the Class of Service for your mailbox Never Full mailboxes Your CallPilot mailbox is equipped wi
76. lains e Initializing your mailbox e Checking which mailbox interface you use e Opening your mailbox e Changing your mailbox password e Recording your name in the Company Directory e Assigning a Target Attendant Note After your mailbox is assigned you can initialize and manage your gt mailbox using a telephone and F981 or online using Mailbox Manager For information on Mailbox Manager see Mailbox Manager overview on page 31 Initializing your mailbox Initializing your mailbox prepares your mailbox to receive messages Your mailbox cannot receive Initializing your mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the CallPilot default password 0000 to your password e recording your name in the Company Directory Trivial Passwords Your system administrator may configure CallPilot to not accept trivial passwords The feature is enabled by default Trivial password checking prevents unauthorized login to mailboxes The password you create for your mailbox must not be a trivial password The following are trivial passwords e the password is the same as the mailbox number e all numbers of the password are the same digits 1111 3333 e digits of the password are consecutive numbers in increasing or decreasing order 1234 2345 43210 Alphanumeric passwords entered in CallPilot Manager are converted to numeric only passwords before they are va
77. lay button options on your telephone to open your mailbox Press REC or and record your message at the tone Record your message Press PALISE or 2 to pause your message When you wish to resume recording press CONT or 2 continue recording your message o o Press OF or to end your recording or press RETR to erase and re record your message Press OF or to accept your message or press PLAY or to listen to your message or press RETR or to erase and re record your message Enter the mailbox number or the Group List number or press DIR or to search the Company Directory Press SEHD or to send the message now with the Normal delivery option or press CC or to send this message to more than one mailbox owner with one set of delivery options applied to all recipients The display shows the name of the mailbox owner or Group in this example mailbox owner Pat Smith If you want to assign delivery options see To assign message delivery options Norstar Voice Mail on page 68 or press C to end the session NN40170 100 Chapter 7 Sending messages 63 To record and send a message using the Open Mailbox feature CallPilot To HAME SPEC DONE Tol AAA RETRY Ook To HAME SPEC DOHEJ EMPTY i REC Recordings REREC DE Rec storred PLAY DEL SEHD Press PBJ Follow the voice prompts or display options to open your mailbox Press COM
78. lbox is technically full The message is stored in your mailbox but you cannot access it until you delete at least one existing message to allow space for the new message If you attempt to listen to any new messages before deleting an existing message you hear this voice announcement Your mailbox is full You must erase some messages before you can listen to new messages If your mailbox is full you cannot leave a message in another mailbox create a new message copy send or reply to a message until you delete at least one existing message The Never Full mailbox feature is not available to internal callers Internal callers cannot leave messages in mailboxes that are technically full CallPilot Reference Guide 54 Chapter 6 Accessing your messages Playing your messages Use the procedure for playing your messages that corresponds to the interface you use e To play your messages Norstar Voice Mail on page 54 e To play your messages CallPilot on page 56 To play your messages Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface 1 Press PBJ Follow the voice prompts or the display button options on your telephone to open your mailbox Znew 0 saved 2 Press PLAY or to listen to your messages PLAY REC AGMIH For other options see the table Playing your messages Norstar Voice Mail on page 54 3 Press to end the session The t
79. lers of this feature in your mailbox greeting you must tell them what number to press to transfer e If you use the Norstar Voice Mail interface tell callers to press 7 e If you use the CallPilot interface tell callers to press 9 For example Hi This is Brenda Whately I m away from the office today Please leave me a message after the tone and I will return your call as soon as possible If you need to reach me before tomorrow press and you will be transferred to my cell phone Thanks Note Ask your System Administrator if you have access to Outbound Transfer The default for Outbound Transfer is disabled If you have Outbound Transfer capabilities the restrictions that apply to your telephone line also apply to Outbound Transfer numbers For example if you cannot dial long distance telephone numbers from your telephone you cannot have a long distance Outbound Transfer destination For Outbound Transfer to function properly you must have a greeting recorded When you set up Outbound Transfer you can add special characters to the destination number Refer to Adding special characters to a destination number on page 83 for more information Adding special characters to a destination number Special characters are pauses or other dialing instructions that you can add if they are required to access the network or a destination number Follow the voice prompts or press ALL to add special characters to a
80. lidated For example the CallPilot Manager password ADIJM might not look trivial but it is a trivial password when it is converted to numeric equivalent password 23456 CallPilot Reference Guide 24 Chapter 3 Setting up your mailbox If the password is trivial CallPilot prompts you with a text prompt of Trivial passwordon your set display If you have a single display set you hear a voice prompt You have entered an invalid password Please enter your new password and then press the number sign You must enter a new password To initialize your mailbox hinaa Psd RETR ok Again RETRY OK Record name RETR OK l Accert name RETRY PLAY Ok 1 Press 9 BJ Log on by following the voice prompts or the display button options This display appears briefly to indicate that you must change your password Enter a new password from four to eight digits long that does not start with zero Press GE or J Reenter your new mailbox password and press GK or At the tone record your name in the Company Directory Include your mailbox number in the recording For example Pat Smith mailbox 5813 Press OK or to end the recording Press OK or to accept the recording or press PLAY or 1_ to listen to the recording or press RETR or to re record your name Press CC to end the session After you initialize your mailbox record your
81. mailbox greetings Refer to Recording a Primary or Alternate mailbox greeting on page 45 for more information If you do not record a Personal greeting your Company Directory name plays to callers who reach your mailbox Note You can also initialize your mailbox using Mailbox Manager See Mailbox Manager overview on page 31 NN40170 100 Chapter 3 Setting up your mailbox 25 Checking which mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot The System Administrator determines which interface is assigned to your mailbox Use this procedure to check which mailbox interface you use then follow the procedures in the guide that apply to the interface you use Some procedures apply to both interfaces To check which mailbox interface you use 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use Bnew saved ee ar PLAY REC ER This is the Norstar Voice Mail interface Ho messages a atc COMP MBO EX This is the CallPilot interface 3 Press to end the session CallPilot Reference Guide 26 Chapter 3 Setting up your mailbox Opening your mailbox After you initialize your mailbox you can open it from e your own extension e another CallPilot extension e an outside tone dial phone To open an initialized mailbox Norstar Voice Mail 1 Press PBJ
82. message e types of message you want to receive all new messages or just urgent messages Note The restrictions that apply to your phone line also apply to Off premise Message gt Notification numbers For example if you cannot dial long distance phone numbers from your phone you cannot have a long distance Off premise Message Notification destination number Setting up Off premise Message Notification Follow these instructions if you are setting up Off premise Message Notification for the first time If you have already set up Off premise Message Notification see the section Changing Off premise Message Notification on page 99 To set up Off premise Message Notification to see a phone number page 90 an extension page 93 a pager page 95 To set up Off premise Message Notification to a phone number 1 Pressl Q 8 f J Follow the voice prompts or the display button options to open your mailbox NN40170 100 Chapter 10 Off premise Message Notification 91 l Meg notify ACMIH SELECT Destination FHOWE EXT PAGER PR RETR OK cere ADE OK Start hhmm RETR OK start time RETRY AM Pr start timer RETRY If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMI
83. ming a feature code onto a memory button of a display phone see Programming a memory button with a feature code on page 37 NN40170 100 Chapter 4 Feature codes and mailbox options 37 Programming a memory button with a feature code Each CallPilot feature code can be programmed to a single memory button Program Features Press a button QUIT Feature Code QUIT F QUIT CLEAR A Programmed Press BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press e Enter the feature code number that you want to program For example enter P 8 O to program the Leave Message feature code See the table Feature codes on page 35 for the feature codes Repeat steps 1 through 5 for each feature code you want to program The display shows that the button is programmed and then ends the session Use the paper labels that come with your telephone to identify the programmed button To use the feature press the labeled button CallPilot Reference Guide 38 Chapter 4 Feature codes and mailbox options Norstar Voice Mail mailbox options Mailbox commands From your display telephone enter Ce 9 jf ee Follow the voice prompts or the button options on your display telephone to open your mailbox Listen to New Record Messages Message l l Company Greetings and Directory Call Forwar
84. more message recording storage space My mailbox is full You know that your mailbox is full if you attempt to listen to your messages and you hear the message Your mailbox is full You must erase some messages before you can listen to new messages Your mailbox is equipped with the Never Full Mailbox feature which lets external callers leave a message in your mailbox even if the mailbox is full The message is stored but you cannot access it until you delete at least one saved message If you find that you need more message time in your mailbox ask your System Administrator to give you more storage space The wrong prompt language appears on the display of my phone If the wrong language appears on the display of your phone notify the System Administrator Outbound Transfer does not work Ensure that you have recorded the correct instructions for callers in your personal greeting In your greeting tell callers to press 7 if you use the Norstar Voice Mail interface or P if you use the CallPilot interface to reach you Refer to About Outbound Transfer on page 83 for information Ensure that the destination number you enter is not restricted For example if you cannot call long distance numbers from your phone you cannot set up Outbound Transfer to a long distance number Check to see if Outbound Transfer is turned on Refer to Turning Outbound Transfer on or off on page 87 for more information
85. n NN40170 100 Chapter 10 Off premise Message Notification 103 To change the destination from pager to phone or extension Med notify ADMIN SELECT Modifutrager CHHG HET Destination PHOWE EXT PAGER CxMERME I RETR Ok Hotifais CHHG HEAT More dest VES HO 1 Press eJeJ Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press AD IH or to change Off premise Message Notification The display is a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number Choose the type of destination number press PHOHE or to choose a phone number destination or press ExT or to choose an extension destination Enter the destination number you want to set up Off Premise Message Notification for lt x gt represents the destination number Press OK or to accept the destination number or press RETR or to re enter the number Press HEXT or to continue Press YES or if you want to set up another destination and repeat steps 6 through 8 or press HO or if you do not want to
86. n external telephone number using Outbound Transfer two lines are used An incoming line connects a caller to a mailbox and an outgoing line transfers a caller to an Outbound Transfer telephone number Both lines remain in use while the caller connects to the Outbound Transfer telephone number To optimize the use of CallPilot lines the Outbound Transfer call to an external telephone number can transfer to the incoming line to make the outgoing call This type of transfer is called a Link transfer Note You can perform a Link transfer only if the CallPilot line is equipped with Link gt transfer capability The most common type of line that supports Link transfer is a Centrex line If Link transfer is programmed for an Outbound Transfer and your CallPilot lines do not support this feature the caller is disconnected Ask your System Administrator before programming a Link transfer To perform a Link transfer with Outbound Transfer you must add before the Outbound Transfer telephone number For example the telephone number looks like HII GJEJHJe 8 4 where instructs CallPilot to use the incoming line to perform the transfer 6 6 6 f 6 4 is the telephone number dialed Programming Outbound Transfer when CallPilot is behind a PBX If you have CallPilot installed behind a PBX and you want to access an outside line and recognize dial tone enter GJHI4J2ISJEJEJFJej amp 4 J wher
87. new message or press CHNG or 1 _ if you want to be notified only when you receive an urgent message Press to end the session CallPilot Reference Guide 106 Chapter 10 Off premise Message Notification Deleting a destination number If you have more than one destination number for Off premise Message Notification you can delete a destination To delete a destination number Meg notify ACMI SELECT Hotiftl x2 CHHG OTHE HEST Motif Liss DEL IHS QUIT Hotiful x gt CHHG OTHE HEST Med notify ADMIN SELECT 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press APMIH or to set up Off premise Message Notification Press OTHR if you want to delete the first destination or press HET or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHF Press DEL to delete the first destination number The first destination number is deleted The Notify 2 destination changes to become the Notify 1 destination number To delete more destination
88. ng 58 Erasing messages 54 57 F Feature 986 82 Feature 987 78 Feature codes 35 Forwarded messages recording an introduction for 72 Forwarding a message 57 CallPilot Reference Guide 126 Index Full mailbox 53 G General Delivery mailbox 53 purpose 22 Greetings 24 Alternate 44 115 example 44 purpose 44 personal 24 Personalized 44 assigning 48 available with Caller ID 44 deleting 51 recording 48 Primary 43 115 example 43 purpose 43 recording Alternate 45 Primary 45 recording technique 44 Group List name 71 Guest mailboxes 21 no operating extension for 21 H Hold tone 58 Home menu 82 Information mailbox greeting recording 113 Information message CCR 82 Initializing your mailbox 23 Internal messages replying to 73 Interrupting a caller 59 Interrupting calls 78 Interrupting voice prompts 15 19 L Language Alternate 20 Leave Message feature 17 Listening to your messages see Playing your mailbox messages Mail options CallPilot 41 Norstar Voice Mail 39 Mailbox full 53 initializing 23 setting up 43 Mailbox greetings see Greetings Mailbox Manager 31 interfaces 31 Mailbox options CallPilot 40 Norstar Voice Mail 38 Mailbox password changing 27 Mailboxes General Delivery purpose 22 Guest 21 Information 21 Special 22 Subscriber 21 Making selections using the dialpad with a one line display telephone 15 Menu Home CCR 82 Message Delivery options
89. ng special characters to a destination number on page 83 After you add special characters press OK or f SHOWER RK 18 Press HEXT or to accept the default pager message ChihG Hest represented by lt xxxx gt The default pager message that CallPilot sends is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHNG or 1_ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message NN40170 100 Chapter 10 Off premise Message Notification 99 Motifs pager 19 CHHG OTHR HET Hotify 3 none 20 SETUP HET Starticstart time 21 CHHG HEXT Stor istor Lime gt 22 CHHG HET Med tyre new 23 CHHG OK Meg notify 24 ADMIH SELECT The display shows that the second destination is a pager Press HEXT or Press HEXT or Press HEXT or or press CHHG or l to continue to continue to accept the start time that you entered 1 _ to change the start time Press HEXT or or press CHHG or Press OK or message or press CHHG or to accept the stop time that you entered 1 to change the stop time to be notified when you receive a new _ to be notified only when you receive an urgent message Press to end the session Changing Off premise Message Notification
90. ning Off premise Message Notification on or off You can turn Off premise Message Notification on or off at any time If you turn Off premise Message Notification off you do not affect any of the assigned parameters NN40170 100 Chapter 10 Off premise Message Notification 109 To turn Off premise Message Notification on or off Med notify ADMIN SELECT Hotify on CHHG TIME Hotit off CHHG TIME Mailbox admin GREET PSD Gu x 1 Press eJeJ O Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press SELECT or to set up Off premise Message Notification Press CHHG or to turn Off premise Message Notification off if it is on as shown Press OF or or press TIME to review the start and stop time parameters Press to end the session CallPilot Reference Guide 110 Chapter 10 Off premise Message Notification NN40170 100 111 Chapter 11 Recording a call About Record A Call With Record A Call L 8 QJ you can record an active telephone call and put the resulting message in your mailbox Before you activate Record A Call ask the parti
91. ning message Note For more information about Mailbox Manager see the Mailbox Manager online help files Mailbox Manager has the following interfaces and the associated functionality for subscriber General Delivery and the System Administrator mailboxes e My Mailbox main menu e Password Change e Off Premise Notification e Outbound transfer settings e Messaging Forwarding e Greetings and Spoken Name Primary Alternate and Personalized Greetings import export play and record e Personal Attendant DN e Fax settings e Call forward to voicemail and display CLID e Find Me Follow Me CallPilot Reference Guide 32 Chapter 3 Setting up your mailbox My Mailbox main menu e Welcome message e number of messages for each applicable message type e applicable warning information e notice about Off Premise Notification and Outbound Transfer e Message Forwarding notice e Find Me Follow Me notice Password Change e Ensures password is only digits and letters four to eight characters the new password and its confirmation are identical and if Trivial Password Checking is enabled that trivial passwords are not permitted For information on Trivial Passwords see Trivial Passwords on page 23 Off Premise Notification e check box to toggle the feature on or off e destination table for notification destinations e start and end times for notific
92. nnernnna 114 CAPIO S 2e6 occ cucsestnsereieceesses rae E 115 TROUBISSHOOUNG sororerisirinrories tondere e Jeeetenreurecs eee 117 GIGSEAVY 66 ccsd ces eee ten EEEE RR a a 121 NN40170 100 Contents Chapter 1 Getting Stared cic cccciscesiaves tev sdeves soedewea sess eeeresaneds 9 ADOUNC GUNG 15 3564 855 45 oh bas e5 hid She A se SR RA PSHE TORE RE 9 PUE His paws ranr ARTA ERAN EEES AE e Ah wee R ERA 9 AGONY AS ess tiar rokr Eere hy TESNE EEE EEE 9 Symbols and text conventions osi aa ee arnei idani kE sea eee 10 CUSINIC EN aeiia aerea eE SeA 12 Naviga arska ki a a aR A 12 Getting technical documentation sssaaa aeaa 12 Getting Product training oc cccinewicastivnbedesdbeeeeiadecionnceeaes 12 Getting help from a distributor or reseller 1 0 0 0 0 0 ccc cece eee 13 Getting technical support from the Avaya Web site 000 cee ee 13 Chapter 2 US COUNPUOL jctcatcscceueenebeosseredcteeesetreeentucssencsd 15 How allPG WOME s occeeuneer ease ee tia A EEA R E eat eades pare ened 15 PRGUPISOIAY PONOS rirse Pereiehen suas bRerese eh eR wend eraa 15 About telephone buttons 22 2 cbs creek seeiieeee ewes TEeeeoeebi veoh eee eee 16 Altermate extensions coc aed ceed eee ees Suk eee tans aoe S 16 Using CallPilot with an analog terminal adapter or an analog station module 17 Usmo Me CINE 5 occa pee G ee dsg dts eG REGRESS ESE CE Sed HA eee Tea 17 COUPON voke HOMPS cuenta cialagceriwes top cee abe eae se E AE 18 Auto At
93. not want to set up another destination number Startitstart Lime 14 Press HET or to accept the start time that you entered CHHG HEST or press CHNG or ff to change the start time SLorssbor timer 15 Press HET or to accept the stop time that you entered CHHG HEST or press EHHG or 1 _ to change the stop time Med Lure new 16 Press OK or if you want to be notified when you receive oe anew message or press CHHG or 1_ if you want to be notified only when you receive an urgent message Med notify 17 Press to end the session ACMI SELECT NN40170 100 Chapter 10 Off premise Message Notification 93 To set up Off premise Message Notification to an extension Med notify ADMIH SELECT Destination PHOME EsT PAGER Ext FETE ok Accert gt RETR OK Start hhmm RETR OK start timer RETRY AM fstart timer RETRY Stor hhmm FETR 1 10 Press PBJ Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press AD IH or to set up Off premise Message Notification Press EAT or to choose an extension as the destinat
94. ns to open your mailbox If you use the CallPilot interface Press 8 0 to open the Mailbox Options Press P to open the Outbound Transfer menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press to open the Outbound Transfer menu Go to step 3 Press AD IH or to set up Outbound Transfer or if you have previously set up Outbound Transfer press CHHG Press FHOHE to select an external phone as the destination Enter the destination phone number and press GE or Press OF or to accept the destination number represented by lt x gt or press ADE or 2 to add special characters For information see Adding special characters to a destination number on page 83 After you add special characters press OK or to accept the destination number Press CHHG or to turn Outbound Transfer on Press QUIT or Press to end the session CallPilot Reference Guide 86 Chapter 9 Transferring calls To set up Outbound Transfer to an extension Outbound tr ADMIN SELECT Ext RETR OK Accert RETR Ok Transferi off CHHG GUIT Transferi on CHHG QUIT 1 Press PBJ Follow the voice prompts or the display button options on your telephone to open your mailbox If you use the CallPilot interface Press 8 0 to open the Mailbox Options Press P to open the Outbound Transfer menu Go to step 3 If you use the N
95. nternal caller CallPilot 1 Press JQ 8 1 Follow the voice prompts or the display button options on your telephone to open your mailbox 2 A mailbox summary is announced While you are in your message list you can play any message CallPilot Reference Guide 74 Chapter 7 Sending messages Press 2 to play the current message Press 9 to call the caller or press 7 1_ to record and send a reply Replying to an external caller You can reply to a message from an external caller if your company subscribes to CLID Before using the Reply option you must play the message To use the Reply feature it must be set up for your telephone If you cannot use the Reply feature contact your System Administrator Use the procedure that applies to the interface you use e To reply to an external caller Norstar Voice Mail on page 74 e To reply to an external caller CallPilot on page 74 To reply to an external caller Norstar Voice Mail 1 l new B sawed 2 FLA REC ACMIM l End of message 3 REPLY ERASE HEST Press PBJ Follow the voice prompts or the display button options to open your mailbox Press PLA or 22 After you listen to the message press REPLY or P CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press PBJ Follow the voice prompts or the display button options to open your m
96. o New Messages Other Norstar Voice Mail options From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox Listen to Saved Messages Mailbox Administration I Accept Enter Mailbox Number I Delivery Add Options Recipients 4 1 Private Timed Delivery Mailbox option Description Page Greetings Record and select Personal mailbox greetings 48 and Call Forward Forward calls directly to your mailbox 77 Off premise Notification Set up Off premise Notification parameters for messages left in your mailbox 90 Record Record and send a message 61 message Auto Attendant Go to the Auto Attendant Menu options Company Directory Record your name in the Company Directory 28 Listen to new messages Play any new messages in your mailbox 54 Change Password Change your mailbox password 27 Target Assign a Target Attendant to answer calls transferred from your mailbox 29 Attendant Outbound Transfer Set up Outbound Transfer to transfer callers from your mailbox to an internal extension 85 or to an external telephone number CallPilot Reference Guide 40 Chapter 4 Feature codes and mailbox options CallPilot mailbox options Mailbox commands From your display telephone enter RJ BJJ Follow the voice prompts or the button options on your display telephone to open your mailbox and li
97. o remove personalized greetings for each personalized greeting we also have a telephone number for which the personalized greeting will be played Fax settings This interface displays if the fax messaging keycode has been applied and mailbox has sufficient outcalling capabilities This form is available when the fax messaging keycode has been applied If the mailbox has sufficient outcalling capabilities both extension and telephone selections are shown If the mailbox does not have outcalling capabilities only the extension is shown e extension or telephone radio button and text box Call forward to voicemail and display CLID e forward calls to voicemail check box e display caller information check box Note The functionality for Information mailboxes is limited to the My Mailbox gt Welcome message Password Change Spoken Name Primary Greetings and Alternate Greeting if CallPilot is configured as bilingual Find Me Follow Me The Find Me Follow Me keycode must be enabled and your system administrator must activate this feature You can configure Find Me Follow Me to ring up to five external destination numbers when you receive a call at your desk phone This feature also allows transferring answered calls back and forth between your desk phone and any of the Find Me Follow Me destination numbers e schedule list table add edit or delete a schedule based on time and day e external destination list table add
98. o to step 3 Press ADMIH or 1 to set up Off premise Message Notification Press HET If you want to change the destination type see To change the destination type on page 99 for the appropriate procedure Press HO or to continue Press CHNG or 1 to change the start time or press HEST or to accept the start time Press CHNG or 1 to change the stop time or press HEST or to accept the stop time Press CHHG or 1 to change the message type to urgent Press OE or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message type to urgent to be notified only when you receive an urgent message Press to end the session NN40170 100 Chapter 10 Off premise Message Notification 101 To change the destination from phone to another destination Med notify ADMIN SELECT Hotifu phone CHHG HET Destination PHOWE EXT PAGER lt x RETRY Ok Accepts RETRY OF 1 Press e e i Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press AD IH or to set up Off p
99. on Note A Personalized greeting takes precedence over an Alternate greeting if the Alternate greeting is accepting messages This means that if you have a Personalized greeting and you record an Alternate greeting such as a vacation alert the Personalized greeting will continue to play for the appropriate Caller ID and those callers will hear your Personalized greeting rather than the Alternate one If the Accepting Messages option is set to No the caller will hear the Alternate greeting Recording technique for mailbox greetings When you record your mailbox greetings remember to speak clearly and at a pace that is easy to understand After you record a greeting you can replay it before you accept it You can record or change a greeting from any display telephone If you are away from the office you can record a greeting from any tone dial telephone When you record a greeting do not use the Handsfree feature You get better results if you speak directly into the handset Note 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 NN40170 100 Chapter 5 Greetings 45 Recording a Primary or Alternate mailbox greeting Only a Primary mailbox greeting is necessary but you can record an Alternate mailbox greeting for times when you are out of the office such as
100. ons to select the specified CallPilot option Display options The choices available to a user that appear on a two line display telephone Options shown on the display can be selected using the display or dialpad buttons DTMF Dual Tone MultiFrequency The type of audio signals that are generated when you press the buttons on a touch tone telephone Envelope information A date and time stamp that appears on messages left in a mailbox If the message is left by another mailbox owner envelope information includes the names of the sender and other recipients Extension A two digit to seven digit number used to reach a designated telephone An internal telephone is also referred to as an extension Feature code A unique three digit code used to access CallPilot features and options General Delivery Mailbox One of the two Special mailboxes used to store messages for people who do not have a Subscriber mailbox Greetings There are three types of CallPilot greetings Company greetings Personal mailbox greetings and Information 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 Group Lists A collection of mailbox numbers assigned to a special group name and number by the System Administrator If a message
101. orstar Voice Mail interface Press ADMIH or Press to open the Outbound Transfer menu Go to step 3 Press AD IH or to set up Outbound Transfer Enter the destination extension and press OK or Press OK or to accept the number The lt x gt represents the extension Press CHHG or to turn Outbound Transfer on Press QUIT or Press 4 to end the session NN40170 100 Chapter 9 Transferring calls 87 Turning Outbound Transfer on or off You can turn Outbound Transfer on or off at any time after you set it up Turning Outbound Transfer off does not affect any of its assigned parameters To turn Outbound Transfer on or off Outbound fr ACMIH SELECT Transferi off CHHG GUTT Transferi on CHHG QUIT 1 Press JQ 6J J Follow the voice prompts or the display button options on your telephone to open your mailbox If you use the CallPilot interface Press 8 0 to open the Mailbox Options Press Q Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press to open the Outbound Transfer menu Go to step 3 Press SELECT or to access Outbound Transfer Press CHHG or to turn Outbound Transfer on Press CHHMG again to turn Outbound Transfer off Press QUIT or Press 4 to end the session CallPilot Reference Guide 88 Chapter 9 Transferring calls Optimizing Outbound Transfer When CallPilot transfers a call to a
102. pace delete any messages you no longer need After a certain time period your saved messages are erased automatically Ask your System Administrator about this You can retrieve a deleted message only if you have not quit the session in which you deleted it For information about retrieving deleted messages see Retrieving erased messages on page 58 You can always use the Reply feature to reply to an internal caller The Reply feature can be disabled by your System Administrator for external and network messages You can reply to an outside caller by dialing them back if your company subscribes to Caller ID CLID service For further information about replying to an outside caller see Replying to an external caller on page 74 To play your messages CallPilot 1 Press PBJ Follow the voice prompts or the display button options to open your mailbox A voice prompt announces the number of new and saved messages that you have l Ho messages COMP MEO EIT 2 You can play any message that you want to listen to Press to play the current message For other message commands see the table Playing your messages CallPilot 3 Press to end the session The table Playing your messages CallPilot shows the message options that are available to you during and after playing messages Playing your messages CallPilot Available during and after Option Button play
103. remise Message Notification Press CHHG or to change the destination Press PHOHE or to choose another phone number destination or press EST or to choose an extension destination or press PAGER or to choose a pager number destination Enter the destination number and press OF or The destination phone number cannot be longer than 30 digits Press OE or to accept the destination number or press RETR or to re enter the destination number CallPilot Reference Guide 102 Chapter 10 Off premise Message Notification Hot ifai CHHG HET More dest VES HO Startstart timer CHHG HEXT Stor stor timer CHHG HEXT Med Lurene CHHG OF Meg notify AC HIH SELECT 10 11 12 13 Press HEST or to continue or press EHHG or to change the destination and repeat steps 6 through 8 NOTE If you changed the destination to pager go to step 13 Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Press CHHG or fi or press HEST or to accept the start time to change the start time Press CHHG or 1 _ to change the stop time or press HEST or to accept the stop time If you want to change message notification press CHNG or fi if you want to be notified only when you receive an urgent message Press OK or J Press 4 to end the sessio
104. rstar Voice Mail on page 68 e To assign message delivery options CallPilot on page 70 NN40170 100 Chapter 7 Sending messages 67 Message delivery options Option Display Norstar CallPilot Description button Voice dialpad Mail button dialpad button Normal SEHD aw 9 Sends a message with a Normal delivery option Certified CERT Sends you notification that your message has been Acknowledge at received and played The notification includes the original message body with the receipt ACE Urgent UFGEMT Plays messages marked Urgent before other messages in the mailbox Urgent messages are preceded by the or voice prompt This message is urgent URG Other Accesses the Private and Timed delivery options If OTHE FEIN or ACE appears instead of OTHR the Timed delivery option is not available Private FRIN Private messages cannot be forwarded to another Ser mailbox Timed TIME Lets you assign a delivery time to the message or 6 TIMED The Certified Acknowledge and Timed delivery options are available only if you call from a telephone that has a mailbox associated with it If you use the Certified delivery option the read receipt includes the original message body You can request a read receipt from a person listening to a message and actually receive the original message back so you know which message they listened to For example the enhancement is useful
105. rts to play 5 If this is the first time you are recording a greeting this display appears briefly 6 Press YES or and record your greeting at the tone 7 Press OE or to end the recording 8 Press OK or to accept the recording or press PLAY or to listen to the greeting or press RETR or to rerecord the greeting 9 Press to end the session Choosing a Primary or Alternate mailbox greeting If you record a Primary and an Alternate mailbox greeting you must choose which greeting plays If you do not choose a greeting the Primary mailbox greeting plays automatically If you choose the Alternate mailbox greeting you must set whether the mailbox accepts messages If you choose Yes your mailbox receives messages in the usual way NN40170 100 Chapter 5 Greetings 47 If you choose No e Messages cannot be left in the mailbox e The Alternate mailbox greeting takes precedence over all other greetings e Ifacaller presses a button to fast forward the message they hear a voice prompt that says this is a special greeting e Ifa caller presses a button to send a fax the fax goes to the General Delivery Mailbox not your personal mailbox If you choose the Alternate mailbox greeting remember to change back to the Primary mailbox greeting at the appropriate time CallPilot Reference Guide 48 Chapter 5 Greetings To choose a Primary or Alternate mailbox greeting 1 Press PBJ Follow the voice prompts or
106. s on page 40 Replying to messages You can reply to internal and external callers You can reply to a message from an external caller if your company subscribes to CLID Use the procedure for replying to messages that applies to the interface you use e To reply to an internal caller Norstar Voice Mail on page 73 e To reply to an internal caller CallPilot on page 73 NN40170 100 Chapter 7 Sending messages 73 Replying to an internal caller If you use and you want to press Norstar Voice Mail reply to the caller s extension CALL to transfer to the internal caller s extension leave a message in the caller s mailbox MSG to record and send a reply to the internal caller s mailbox CallPilot reply to the caller s extension Call Sender P to transfer to the internal caller s extension leave a message in the caller s mailbox Rerls to record and send a reply to the internal caller s mailbox To reply to an internal caller Norstar Voice Mail 1 Press eJBJEJ Follow the voice prompts or the display button options to open your mailbox l new B saved PLAY REC ADMIN End of message REPLY ERASE HEST Fer ls to msg MSG CALL QUIT 2 Press PLAY or 3 After you listen to the message press REPLY or P 4 Press CALL or to call the caller or press HSG or to record and send a reply To reply to an i
107. s an Alternate extension Caller ID CLID is displayed on an Alternate extension only if e the Alternate extension is assigned to a phone with Caller ID CLID e the Alternate extension has Call Display enabled e the call at the primary set is forwarded to voicemail NN40170 100 Chapter 2 Using CallPilot 17 If the call is not answered the call goes to CallPilot and an audible tone occurs at all phones For information on enabling Call Display see Call Forward with Caller ID on page 78 You can intercept the caller by using the Interrupt feature LJB 7 from any phone as long as the caller is still leaving a message For more information on Interrupt see Interrupting a caller on page 59 Using CallPilot with an analog terminal adapter or an analog station module One or more analog single line sets can be connected to telephone system using an Analog Terminal Adapter ATA or an Analog Station Module ASM This type of set works with Dual Tone MultiFrequency DTMF tones to allow access to CallPilot options through the dialpad only Rotary dials cannot be used internally with CallPilot To access CallPilot features such as Leave Message or Open Mailbox call the CallPilot extension and follow the voice prompts The CallPilot Extension is the extension that the system assigns to Voicemail You can determine the CallPilot extension by entering e on any display telephone You can also press
108. s for Jill and Bob in the office Pat can call Jill s mailbox leave a message then Thru Dial to Bob and leave a message e Pat calls Doris and gets her voicemail Pat knows that Andy can provide the information she needs so Pat Thru Dials to Andy from Doris mailbox To place a Thru Dial call 1 Open your mailbox e If you are calling remotely press during your greeting to open your mailbox If you are in Europe or Australia press f8 8 Follow the voice prompts to enter your mailbox number and password e Ifyou are calling from your Avaya phone press 2 J Follow the voice prompts or the display buttons to open your mailbox 2 Press 0 followed immediately by the extension number you want to call Do not pause for more than two seconds while you are entering the number CallPilot Reference Guide 76 Chapter 7 Sending messages To search the Company Directory while placing a Thru Dial call If you enter a name instead of a number with Thru Dial CallPilot places the call as soon as it finds a match for the name 1 Open your mailbox e If you are calling remotely press during your greeting to open your mailbox If you are in Europe or Australia press 8 8 Follow the voice prompts to enter your mailbox number and password e Ifyou are calling from your Avaya phone press 9 e f Follow the voice prompts or the display buttons to open your mailbox 2
109. s or the button options on When CallPilot answers press and follow your display telephone to open your mailbox the voice prompts to open your mailbox Compose a Message Enter Address mailbox number More about addresses then press e Continue to enter addresses and then press Press 0 to cancel an address Record DEE You can press 1 J to dial by name When you are finished entering addresses press again to end the list End Recording seo a ore o l Play Message Re record Message Options Delete Send l l T Urgent Private Acknowledge Timed Delivery Other CallPilot mailbox options Mailbox option Description Page Greetings Record and select personal mailbox greetings 48 Password Change Change your mailbox password 27 Off premise Notification Set up Off premise Notification parameters for messages left in your mailbox 90 Goto Message Enter a specific message number and go to that message e Press FIRST or 1 to go to the first message in your mailbox e Press LAST or 2 to go to the last message in your mailbox Personal Verification Record your name in the Company Directory 28 Target Assign a Target Attendant to answer calls transferred from your mailbox 29 Attendant Outbound Set up Outbound Transfer to transfer callers from your mailbox to an internal extension or 83 Transfer an external telephone number CallPilot Reference Guide
110. scicedssnresanedvesitesniease cde sitas ceesae si 15 Setting up your mailbox 00 eee 23 To Maze UAE Wd UNO aaan 24 To check which mailbox interface YOU USC 06 0cc0ccesseccdesessacceseeessecceensessecceenennacce snes sen 25 To open an initialized mailbox Norstar Voice Mail cccccceeeeeeeeeeeeeteeeeeeeeeeeeeteees 26 To open an initialized mailbox CallPilot ccecccccesssneeceseseeeeeesseneeeeeesssneeeeeseeaas 26 To open your mailbox using ALTO LOG IM sss ciccsressccecesiessteccersisccrmemeiceceesertyteusemsseeceeseeiien 26 To open your mailbox rem t ly ic inssssiisscwanssisaceicsscsdedvancnedsanacssonaaueansdesavonwadcesakedasdeasaen nace 27 To change y ni PASS WIG rrinin a EE EE R 28 To record your name in the Company DireCtory cccceeseeeeeeeeeeeeeeeeeeeseeaeeeeeeeeeee 29 To assigna personal Target Attendant sis5 25 dieccisscd reese cedansusciccesanevesinasavenssedacieeeesctaaeantie 30 Feature codes and mailbox optionS 000 cece eee eee eee 35 GI GCHNOS cscs css pieis Csin ANER IRS ANTRE cd dedenewnecs 43 To record a Primary or Alternate mailbox greeting c ccceceessscceeeeesseeeeeteneeeeeeeetees 46 To choose a Primary or Alternate mailbox greeting cccessccceeeeeeeeeeeeeseeeeeteeneaes 48 To record a Personalized mailbox greeting cccccscccceeeesscceeeeesseeeeeeseeseeeeeeeseeeeeertenses 49 To delete a Personalized mailbox greeting csccceccessen
111. set up another destination CallPilot Reference Guide 104 Chapter 10 Off premise Message Notification CHHG HEST Start start time Stor stor timer CHHG HEXT Med Lyre tren CHHG Ok Med notify ADMIH SELECT 9 10 11 12 Press CHHG or f1 to change the start time or press NEXT or to accept the start time Press CHHG or 1 to change the stop time or press NEST or to accept the stop time If you want to change message notification press CHHG or if you want to be notified only when you receive an urgent message Press OK or J Press 4 to end the session To change the destination from phone or extension to pager Med notify ACMI SELECT Hotifyicx gt CHHG HET Destination FHOHE EXT FHAGER 1 Press Qj f Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Mailbox Tools Press HOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press 6 to open the Off premise Message Notification menu Go to step 3 Press ADMIH or to change Off premise Message Notification The displays show a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number lt x gt represents the type of de
112. ssigned a maximum number of days that a password remains active If you open your mailbox after your password expires you hear the message Your current password has expired You must change your password Please enter your new password then press Recording your name in the Company Directory The Company Directory is a list of mailbox users on the CallPilot system Before you can use your mailbox to receive messages you must record your spoken name in the Company Directory It is a good idea to include your mailbox number in your Company Directory recording For example Pat Smith mailbox 5813 This establishes your voice name in a directory that is used by other CallPilot users and outside callers who use the Company Directory NN40170 100 Chapter 3 Setting up your mailbox 29 If you do not want your name in the Company Directory tell your System Administrator The Company Directory feature can be disabled by the System Administrator If you do not know whether you have this feature ask your System Administrator You can change or re record your name in the Company Directory at any time To record your name in the Company Directory 1 Press RJB Follow the voice prompts or the display button options to open your mailbox 2 Ifyou use the CallPilot interface e Press P to open the Company Directory e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 1 _ This
113. sten to messages 6 0 aja an l Mailbox Greetings Password Options Change Target Outbound Attendant Transfer Record Greetings Choose Greeting l l From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox and listen to messages ag l Tools Goto Message Off Premise Message Notification Company Directory Name l Primary Alternate Personalized Primary Alternate Playing messages From your display telephone enter eJ eJ Al l Follow the voice prompts or the button options on your display telephone to open your mailbox A When there are messages l in your mailbox these Skip Play Current Skip commands are available Back Message Forward Use these commands to review send and respond to messages From an outside tone dial telephone dial your company s telephone number When CallPilot answers press and follow the voice prompts to open your mailbox Previous Next Call Stop Message Message Sender DE oe Ho aa oa aa l MERE Reply Message Forward Reply Options Envelope Message All Compose Delete Send Message Message Message NN40170 100 Chapter 4 Feature codes and mailbox options 41 Sending messages From your display telephone From an outside tone dial telephone dial your enter Ce 9 6 1 J company s telephone number l Follow the voice prompt
114. stination phone or extension Press PAGER or to choose a pager number destination NN40170 100 Chapter 10 Off premise Message Notification 105 Pager RETR ok ox ADE OK Shows CHHG HEXT Hotify pager CHHG HET More dest VES HO Med tyre newn CHHG Ok Meg notify AC HIH SELECT 10 11 12 Enter the pager number and press OK or f to continue Press OK or to accept the destination pager number represented by lt x gt or press ADE or 2 to add special characters and use your dialpad or follow the voice prompts to add characters See Adding special characters to a destination number on page 83 After you add special characters press OK or f Press HE T or to accept the default pager message represented by lt xxxx gt The default pager message that CallPilot sends is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHHG or 1 to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows notification is set up to a pager Press HEXT or to continue Press Es if you want to set up another destination number or press HO if you do not want to set up another destination number Press QE or if you want to be notified when you receive a
115. strator to verify that a mailbox is assigned to the extension Feature 981 produces a LOG prompt on my phone display Possible causes of the Log prompt e The extension you are using does not have an operating mailbox If the extension does not have a mailbox CallPilot requests both a mailbox number and a password e The extension is a Guest mailbox which usually does not have an assigned extension Ask your System Administrator to verify that your extension is properly assigned to your mailbox cannot forward my phone to CallPilot If you try to forward your extension to CallPilot and the display shows Mot in service you can be forwarding to the wrong extension number Use p to verify you are calling the correct CallPilot extension number My mailbox is not accepting messages the owner Refer to Initializing your mailbox on page 23 Make sure your mailbox is not full Refer to My mailbox is full on page 118 If you are using an Alternate greeting check if you have set up your mailbox to accept messages Refer to Choosing a Primary or Alternate mailbox greeting on page 46 My name does not play in the Company Directory Check to ensure that your mailbox is initialized If it is not initialized your name does not play in the Company Directory and your mailbox cannot receive any messages If you have recorded your Company Directory name ask your System Administrator to ensure that the Company Directory is available
116. tenda 2c 6ckce kee eee eerie dakki e EK edo eeRRE EDO SE Ea eee eH 20 Mailbox Pam and Page is seh ew ets bbs oboe eee LEN oe FENA ENEN 20 Topes OU MADONO 66 ka devin Sadr aude aged ea tenaedia ces eee IEAA 21 SUbSCe MADOX 2i cccccctncceetcevese nese seeaee eee a 21 CUES eene aod ai mia ek 2 al ical say aie ae a de 21 UGIAUCH AIDON 21a cuoto ncn a ee eGu de ee he aE 21 Spera MIDIS 54 ay cea HSEN SO RRe ORG ho eee RoE Ree gee ee BEES 22 Chapter 3 Setting up Your MANDOX 21s4scnsccccescecisesassesesnnssade san 23 Miakan vor MADOR resrerersiror tanir rere gd ede eere tas ERRAR 23 TA PASNE eere renn Akra EREE E EE 23 Checking which mailbox interface you use 6 6 ee 25 Opning your MADOX secere csronanrirderernko EERE EERE SHOE eenias 26 Changing your mailbox password 002ce ceteressereeereseeesueveees 27 Recording your name in the Company Directory 0 0c eee eee eee 28 Assigning a Target Attendant 22s ccecsceesceeeveeeaweeees eeeee eee ewes 29 CallPilot Reference Guide 6 Contents Mailbox Manager OvehViOW cc0sed os ee pasnt etek Mies eh aeeeew Paadeeewee as 31 Chapter 4 Feature codes and mailbox optionS 000 e eee eee eee eee 35 POON COES incites buedaie debate eee a medio cudaeumib adie xen teed ae 35 Programming a memory button with a feature code 2000e eee 37 Norstar Voice Mail mailbox options 0c eee eee 38 MalDox comnaide dc odd he te phe ee eLS okr Rote Rhee te wh
117. th the Never Full mailbox feature which lets an external caller leave a message in your mailbox even if the mailbox is full The message is stored but you cannot access it until you delete at least one saved message Off premise Message Notification The CallPilot feature that calls destination numbers that you set up to let you know you have a new or urgent message This feature is controlled by the Class of Service for your mailbox Operator Status The CallPilot indicator that determines if a company s receptionist or Designated Operator is available CallPilot Reference Guide 124 Glossary Option A CallPilot choice that is given to a user through voice or display prompts Password A four to eight digit number that is entered on the dialpad A password is used to open mailboxes or perform configuration tasks Pause You use pauses when you set up pager notification Each pause character that you enter makes the system wait four seconds before sending out the tones for the digits that follow For voice pagers enter pauses after the pager number to delay the start of the CallPilot voice prompt that activates the pager For alphanumeric pagers enter pauses after the pager number and before the digits that appear on the pager display Personal mailboxes Mailboxes assigned to users as a place to store messages Primary greeting The main greeting played in a Personal mailbox Programmable memory buttons On displa
118. the Open Mailbox feature you open your personal mailbox and enter your password Then you record your message and enter the mailbox number of the message recipient When you use the Leave Message feature you enter the extension of the message recipient immediately Then you record your message You do not enter your password or open a mailbox When you record and send messages you can search the Company Directory see Searching the Company Directory on page 65 assign message delivery options see Message delivery options on page 67 send a message to more than one recipient see Sending a message to more than one recipient on page 71 Use the procedures that apply to your interface To record and send a message using the Open Mailbox feature Norstar Voice Mail on page 62 To record and send a message using the Open Mailbox feature CallPilot on page 63 To record and send a message using the Leave Message feature Norstar Voice Mail on page 64 To record and send a message using the Leave Message feature CallPilot on page 64 CallPilot Reference Guide 62 Chapter 7 Sending messages To record and send a message using the Open Mailbox feature Norstar Voice Mail Anew B saved PLAY REC ADMIH Record message RETRY PAUSE Ook Accert rec RETR PLAY OK MMos DIF QUIT Smith Pat OPTS cc SEHD Press PBJ Follow the voice prompts or the disp
119. the copy is for information only e whether the message is meant for the person you are forwarding it to e who is responsible for the action on the message Use Group Lists for multiple copies of messages If you find that you regularly send the same message to several people ask the System Administrator to create a Group List for you With a Group List you can send the same message to all the mailboxes in the Group List Encourage CallPilot use Old habits are sometimes hard to break and some people have difficulty accepting or trying new technologies Use your Personal mailbox and other CallPilot features and encourage your co workers and frequent callers to use them too Report problems promptly If you encounter problems using CallPilot report the trouble to the System Administrator as soon as possible NN40170 100 117 Chapter 14 Troubleshooting This chapter describes some problems that can occur when you use CallPilot Some typical problems are listed and what to do if they occur The Auto Attendant transfers some callers to the General Delivery Mailbox CallPilot requires a tone signal and a minimum voice level If CallPilot does not receive a response the caller is automatically transferred by the Auto Attendant to the CallPilot operator If the operator is not available the call transfers to the General Delivery Mailbox Possibly the extension called does not have a mailbox assigned to it Ask your System Admini
120. the display button options on your telephone to open your mailbox If you use the CallPilot interface Press to open the Greetings Options menu Go to step 3 If you use the Norstar Voice Mail interface Greeting options 3 REC CHOOSE CFWD Use 3reetingi 4 PRIME ALT QUIT Accert msgs 5 CHHG Ok 6 Press ADMIH or Press GREET or Go to step 3 Press CHOOSE or to select a greeting Press PRIME or to select the Primary mailbox greeting and go to step 6 or press ALT or to select the Alternate mailbox greeting and go to step 5 If you choose the Alternate mailbox greeting you are asked whether the mailbox can accept messages Press CHHG or to toggle from yes to no or press OK or f to accept Press to end the session Note If you choose a greeting that is not yet recorded you are transferred back to the Greeting Options menu to record the greeting Recording a Personalized mailbox greeting If your company subscribes to a CLID service you can record a Personalized mailbox greeting For more information about CLID ask your System Administrator A Personalized mailbox greeting plays only for a person calling from the telephone number that you designate For the Personalized mailbox greeting to play the telephone number you enter must match the caller s phone number exactly NN40170 100 Chapter 5 Greetings 49 You can record up to three Personalized mailbox greetings but yo
121. ting started 11 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 Pst the top line of the display Command line prompts on display telephones Underlined word in capital letters FLAY shown in the bottom line of a two line display telephone Display button option Available on two line display telephones Press the button directly below the 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 These text Convention Description bold Courier text Indicates command names and options and text that you need to enter Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier text Indicates command syntax and system output for example prompts and system messages Example Set Trap Monitor Filters FEATURE HOLD RELEASE Indicates that you press the button with the coordinating icon on whichever set you are using conventions are used in this guide to indicate the information described Convention Description bold Courier text Indicates command names and options and text that you need to enter Example Use th
122. u can assign each greeting to only one telephone number If you record a Personalized greeting program your mailbox to receive messages and choose an Alternate mailbox greeting the Personalized greeting takes precedence over any other greetings If you program your mailbox not to receive messages and choose an Alternate mailbox greeting the Alternate mailbox greeting takes precedence over any other greeting including Personalized mailbox greetings Note 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 To record a Personalized mailbox greeting 1 Press PBe Follow the voice prompts or the display button options on your telephone to open your mailbox 2 Ifyou 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 ALMIH or e Press GREET or e Go to step 3 Greeting options 3 Press REC or 1 J FEC CHOOSE CFD Greeting 4 Press PERS or to record a Personalized mailbox PRIME ALT PERS greeting Greeting 5 Enter a Personalized greeting number of 1 2 or 3 RETRY OK Phitnone gt 6 Press CHHG or 1 CHNG OK Ph 7 Enter the phone number maximum 10 digits that you are RE EY of assigning the Personalized mailbox greeting to Press
123. u must let callers know that they can page you as part of your mailbox greeting for example I m not at my desk To have me paged press 6 otherwise leave a message at the tone Ask your System Administrator whether you have Park and Page enabled for your mailbox For information about Park and Page see Mailbox Park and Page on page 20 CallPilot Reference Guide 44 Chapter5 Greetings Alternate mailbox greeting The Alternate mailbox greeting is usually used for special circumstances For example Hi This is Pat Smith I am out of the office until Thursday the 17th of December Although I am out of the office Ido check my mailbox daily Please leave me a message at the tone and I will return your call as soon as possible Thank you After you record your greetings you must choose which greeting you want CallPilot to play You can change the selection at any time Personalized mailbox greeting Personalized mailbox greetings are available only if your company subscribes to Caller ID CLID service from your local telephone company For more information about CLID ask your System Administrator A Personalized mailbox greeting plays to callers based on the caller s telephone number CallPilot recognizes the assigned incoming telephone number and plays the Personalized mailbox greeting For example Hi Susan I may have missed your call but I don t want to miss meeting you for lunch See you at no
124. vacations If you do not record any mailbox greetings your Company Directory name recording plays to callers who reach your mailbox If you record both Primary and Alternate mailbox greetings you must choose which greeting plays If you do not choose a greeting the Primary mailbox greeting automatically plays For information on how to choose a greeting see Choosing a Primary or Alternate mailbox greeting on page 46 Note 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 CallPilot Reference Guide 46 Chapter 5 Greetings To record a Primary or Alternate mailbox greeting Greeting oFtions REC CHOOSE CFD Greeting PRIME ALT PERS Hot recorded Record now YES Ho AUTT Record Greeting RETRY Ok Accert greeting RETRY PLAY OF 1 2 Press JQ 6 J Follow the voice prompts or the display button options to open your mailbox If you use the CallPilot interface Press to open the Greetings Options menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press GREET or Go to step 3 Press REC or fi Press PRIME or to record the Primary greeting or press ALT or to record the Alternate greeting If you are changing a greeting the current greeting sta
125. ward canceling 77 remote setting up 77 setting up 77 with CLID setting up 78 Call Forward on Busy overrides Caller ID 79 Call Record 59 Call Screening 58 Caller ID 44 48 56 58 78 79 interaction with Call Forward on Busy 79 CallPilot default password 23 how callers reach 53 Mailbox commands 40 Mailbox options 40 Other mail options 41 Playing messages 40 Sending messages 41 using with rotary dial telephone 53 using with touch tone telephone 53 CallPilot Manager browser requirements 31 computer requirements 31 Calls interrupting 78 transferring to General Delivery mailbox 53 to Operator 53 to receptionist 53 CCR Information message 82 Certified Acknowledge Message Delivery option 67 Character limit for Off premise Message Notification destination pager number and message 95 for Off premise Message Notification destination number 96 98 105 for Outbound Transfer destination telephone number 83 Company Directory 20 117 recording name in 23 removing name from 29 Company Directory name 43 45 Computer requirements 31 Copying amessage 54 D Default password 23 Deleted messages retrieving 56 58 Deleting messages 54 57 Destination number character limit 96 98 105 for pagers 95 when CallPilot is behind PBX or Centrex 95 Destination pager number character limit 95 Destination telephone number character limit 83 Display telephone entering characters 18 using 15 E Erased messages retrievi
126. whee eg and SZ 38 Playing MESSAGES 2 coc c cake ieee Oar beee ered s PoE CHE eee eee 38 Sending MESSAGES osci Ys we oe LS Ae i i a ese Soon be ck oe 39 Other Norstar Voice Mail options sscccveesccewadesiaddeew east eneuna sees 39 GAIIPilotmaAhbox ophonS sars chins bau inini oS axa eS SN DASE 4S OER4 ES MRE A 40 Mailbox commands isss Stauth Cae ane er ties Cet Sli ed cea e 40 Playing MESSAGES 2 ict chee eee SRR EKER SORT SSeS SEE nar RS 40 SONG MOSSIE 4 o cec 2dacsdeeWSeehs Aes aX Os eSeerde eles sas Lee ea 41 Other CallPilot Mailbox OPIIONS ss cacccesk dase eerstes epia eE EDA a 41 Chapter 5 GrECUNDS c2 c6 cdsrteincdrwedacbeecudesdottesssereenetecssenwd 43 Types OF mailbox HISCUINGS s sisrrrisrirderisitrtesre eeineeeteadae we e6 43 Recording a Primary or Alternate mailbox greeting 000 e eee eee 45 Choosing a Primary or Alternate mailbox greeting 0020 cee eee 46 Recording a Personalized mailbox greeting cc eee eee ee 48 Deleting a Personalized mailbox greeting 0 0 eee eee eee 51 Chapter 6 Accessing your MESSAGES lt 262 ios ce ce vs essen de deriste trora 53 meret ske cap ote totals het Ga ae oe Renee PELL aol eee Dee 53 Never Full mailbox feature cc sreririnrresisssnoirriris ttrt sier bsini iasaid 53 Playing youl MESSagOS a rrrrirrirridri tier ddk eee ee eere eA E Res 54 Retrieving erased messages oes Sake we Sb eke dae e eee ee dha eed 58 Sereening your calS 2 ces eke ances so ae ee Pee een Ge
127. x 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 PSTN SIAN gsc cesses betes tes cccceseccsisectcuspiensisces 9 Using CallPilot s1c
128. y telephones buttons that can store feature codes and numbers Recognize dial tone After accepting an Outbound Transfer or Off premise Message Notification destination phone number entering adds a D to the digit string CallPilot uses this to recognize dial tone when an access code is required Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the CallPilot default setting 0000 four zeros Special mailboxes The two mailboxes used by the System Administrator and designated CallPilot Operator The two Special mailboxes are the System Administrator Mailbox and the General Delivery Mailbox System Administrator The person who configures updates and maintains the CallPilot system System Administrator Mailbox One of the two Special mailboxes This mailbox is used by the System Administrator for sending Broadcast Messages This is also the System Administrator s Personal mailbox Touch tone phone A push button telephone that emits DTMF tones Voice prompts The prerecorded voice instructions that play when you access CallPilot features and options NN40170 100 125 Index A Alert tone 78 Alternate greeting 44 115 Alternate Language 20 Analog station module ASM 17 Analog terminal adapter ATA 17 Attendant Target 29 Auto Attendant 58 117 Auto Login 26 Broadcast message about 113 recording 113 Browser requirements 31 C Call For

CallPilot Reference Guide - Nortec Communications, Inc.

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