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CallPilot
Reference Guide
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Contents
About display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
One line display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Two line display phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Alternate extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.0
Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.1
CallPilot voice prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.3
Types of mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Subscriber mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Guest mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Special mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
General Delivery Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.5
System Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Setting up your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Initializing your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Checking which mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Opening your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Changing your mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2.0
Password expiry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
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Contents
Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Programming a memory button with a feature code . . . . . . . . . . . . . . . . . . . . . . . . . . 24
CallPilot mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Norstar Voice Mail mailbox options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Types of mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Primary mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2.7
Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Recording a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Choosing a Primary or Alternate mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . .30
Recording a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Playing your messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Screening your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4.1
Interrupting a caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Recording and sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Searching the Company Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4.8
Assigning message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Message delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Sending a message to more than one recipient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Sending a message to a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5.6
Placing a call with Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
When to use Thru-Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
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5
Call Forwarding your calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Call Forwarding your calls to your mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Setting up Call Forward remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6.0
Call Forward with Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Call Forward on Busy overrides CLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Transferring calls to a CallPilot mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Transferring a mailbox owner’s call to their mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Transferring a call to Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
About Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Setting up Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Turning Outbound Transfer on or off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Optimizing Outbound Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Recording a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
About Call Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Using Call Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Information mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
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Contents
CallPilot tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
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Chapter 1
How to use this guide
This guide gives you detailed information about using CallPilot features on CallPilot 150 and
Business Communications Manager 2.5 systems.
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, refer to “Checking
which mailbox interface you use” on page 18. 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.
Conventions and symbols used in this guide
The following conventions and symbols are used to describe features and how they operate.
Convention
Example
Used for
Word is in a special font (in the top Pswd:
line of the display)
Command line prompts on display telephones.
Underlined word in capital letters
(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.
PLAY
Dialpad buttons
Buttons you press on the dialpad to select a
particular option.
£
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Chapter 1 How to use this guide
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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
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
Display button options
Pswd:
OTHR
RETRY
OK
Display buttons
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About telephone buttons
This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that
pertain to the type of telephone you use.
M7100, M7208, M7310,
M7324
M7100N, M7208N,
M7310N, M7324N
Button name
Feature
T7100, T7208, T7316
≤
ƒ
©
ƒ
Handsfree
Bottom right-hand
button
©
Hold
≥˙
√
®
˙
√
®
˙
Volume Control
Release
√
®
You can enter ≤, ƒ or ƒ and the code to use a feature. For example, press
≤·°⁄ to access your mailbox.
The T7100 works differently from other telephones on your system because it does not have line
buttons. Where other telephones require that you select a line button to answer a call, on the T7100
terminal you pick up the handset. Where other telephones require you to select a line button to take
a call off hold, you press ˙ on the T7100 terminal.
On T7100 terminals, you can answer a second call by pressing ˙. Your active call is put on
hold and you connect to the waiting call. You can have no more than two active calls at one time.
Alternate extensions
You can have up to two Alternate extensions for your mailbox.
If a caller dials the main extension (an extension 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 (≤·°⁄), the same way
that you access messages from your main extension phone. Only an extension without a mailbox
assigned to it can be used as an Alternate extension.
If an Alternate extension is assigned to a phone with Caller ID (CLID) and Call Display is enabled,
CLID information appears on the display. 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 refer to “Call
You can intercept the caller by using the Interrupt feature, ≤·°‡, from any phone as long
as the caller is still leaving a message. For more information on Interrupt refer to “Interrupting a
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Chapter 2 Using CallPilot 11
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. You can determine the extension by entering ≤·°fi on any
display telephone.
You can also press:
•
•
˚•·°⁄ to open your mailbox
or
˚•·°‚ 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.
press the dialpad button that represents the letter or number. Press the
button again to see the next letter or number.
To enter a character
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.
press the BKSP display button.
To delete a character
Numbers and letters on the dialpad.
⁄
›
‡
•
1 ’ -
¤
A B C 2 a b c
‹
fl
·
D E F 3 d e f
G H I 4 g h i
P Q R S 7 p q r s
Quit
fi J K L 5 j k l
M N O 6 m n o
W X Y Z 9 w x y z
°
‚
T U V 8 t u v
Q Z Zero q z
£ 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 the next page show how the prompt can appear.
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An example of a display with fewer than 16 characters, where the command line prompt remains
on the display is the Pswd: command line prompt.
Pswd:
OTHR
RETRY
OK
The prompt disappears for these command line prompts:
•
•
•
Name:
Log:
Dest ph:
This display shows the Name: command line prompt:
Name:
RETRY
BKSP
OK
When you begin to enter the last name, the Name: command line prompt disappears. For example,
if you enter the name Partridge, you press the dialpad button ‡ for P, and the display drops the
Name: prompt.
P
RETRY
BKSP
OK
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
BKSP
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.
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. You can also
interrupt a voice prompt by pressing £.
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Chapter 2 Using CallPilot 13
Automated Attendant
The Automated Attendant acts as a receptionist for incoming calls. When it is enabled, the
Automated Attendant answers your company’s incoming phone lines depending on the time of
day. If callers know which option they want, they can interrupt the Automated Attendant by
entering their selection on the dialpad of any tone-dial phone.
The Automated Attendant provides callers with the voice prompts associated with:
•
•
•
•
•
•
entering a mailbox number
entering the extension
using the Company Directory
leaving a message
reaching the Operator
selecting an Alternate Language* (there is no voice prompt for this option)
* If CallPilot is installed with bilingual capabilities, callers can press · to hear voice prompts in
the other language.
When a caller selects an option, the Automated 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.
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Types of mailboxes
A mailbox is a storage place for messages. There are three types of mailboxes:
•
•
•
Subscriber mailboxes, which include Guest mailboxes
Information mailboxes
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 them. A voice prompt provides callers
with access to Information mailboxes. Callers reach an Information mailbox through the
Automated 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, refer to “Information mailbox greetings” on page
97.
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Chapter 2 Using CallPilot 15
Special mailboxes
Special mailboxes are set up automatically when CallPilot is initialized.
The Special mailboxes include:
•
•
General Delivery Mailbox
System Administrator Mailbox
General Delivery Mailbox
The General Delivery Mailbox stores messages:
•
•
from callers who use a rotary dial phone
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.
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Chapter 3
Setting up your mailbox
This chapter describes how to set up your mailbox and explains:
•
•
•
•
•
•
Initializing your mailbox
Initializing your mailbox prepares your mailbox to receive messages. Your mailbox cannot receive
and store messages until it is initialized.
Initializing your mailbox involves:
•
•
•
choosing a password from four to eight digits long that does not start with zero
changing the CallPilot default password to your password
recording your name in the Company Directory
To initialize your mailbox
1
Press ≤·°⁄.
2
3
Log on by following the voice prompts.
Must change pswd
This display appears briefly to indicate that you must change your
password.
Pswd:
RETRY
4
Enter a new password from four to eight digits long that does not
start with zero.
OK
Press OK or £.
Again:
RETRY
5
6
Reenter your new mailbox password and press OK or £.
OK
OK
Record name:
RETRY
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.
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Accept name?
7
Press OK or £ to accept the recording
or
RETRY
PLAY
OK
press PLAY or ⁄ to listen to the recording
or
press RETRY or ¤ to re-record your name.
8
Press ® to end the session.
After you initialize your mailbox, record your mailbox greetings.
you do not record a Personal greeting, your Company Directory name plays to callers who reach
your mailbox.
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 ≤·°⁄.
Follow the voice prompts or the display button options to open your
mailbox.
2
Check the display to see which interface you use:
0 new 0 saved
PLAY REC
This is the Norstar Voice Mail interface.
ADMIN
EXIT
No messages
This is the CallPilot interface.
COMP
MBOX
3
Press ® to end the session.
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Chapter 3 Setting up your mailbox 19
Opening your mailbox
After you initialize your mailbox you can open it from:
•
•
•
your own extension
another CallPilot extension
an outside tone dial phone
To open an initialized mailbox - Norstar Voice Mail
1
Press ≤·°⁄.
Pswd:
OTHR
2
Enter your mailbox password and press OK or £
or
RETRY
OK
if you are at another extension, or if you are using a Guest mailbox,
press OTHR or • to display the Log: 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 ≤·°⁄.
Mbox:
RETRY
2
Press £
or
OK
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:
RETRY
3
Enter your mailbox password and press OK or £.
OK
Opening your mailbox remotely
To open your CallPilot mailbox from an outside tone dial phone
1
Press •• during your greeting to open your mailbox. If you are in Europe or Australia
press °°.
2
Follow the voice prompts to enter your mailbox number and password.
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20 Chapter 3 Setting up your mailbox
Changing your mailbox password
You can change your mailbox password at any time. 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.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.
To change your password
1
Press ≤·°⁄.
Follow the voice prompts or the display buttons to open your
mailbox.
2
If you use the CallPilot interface:
•
•
Press °› to open the Mailbox Password menu
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press PSWD or ›
Go to step 3
3
4
5
Enter your new mailbox password and press OK or £.
Re-enter your new mailbox password and press OK or £.
Press ® to end the session.
Pswd:
RETRY
OK
OK
Again:
RETRY
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.
Password expiry
Mailboxes can be assigned 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 £.”
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Chapter 3 Setting up your mailbox 21
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.
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 ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °¤· to open the Company Directory
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press ⁄. This is a voice prompt and does not appear as a
display button.
•
Go to step 3
Record name?
RETRY OK
3
4
At the tone, record your name.
Press OK or £ to end the recording.
Accept name?
RETRY PLAY
Press OK or £ to accept the recording
or
OK
press PLAY or ⁄ to listen to the recording
or
press RETRY or ¤ to re-record your name.
5
Press ® to end the session.
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22 Chapter 3 Setting up your mailbox
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 yourTarget Attendant, a caller who reaches your mailbox can press ‚ to speak
with the Target Attendant.
Remember to tell callers in your greetings that if they need assistance they can press ‚ to speak
to the Target Attendant. For example, “Please press ‚ to speak to my assistant.”
To assign a personal Target Attendant
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
•
Press °‚ to open the Company Directory
Press ASST or ⁄ to open the Target Attendant menu
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press fi to open theTarget Attendant menu
Go to step 3
Atdt ext: oper
CHNG
3
4
Press CHNG or ⁄ to change the Target Attendant.
The Atdt ext: oper prompt shows that the current attendant is the
CallPilot operator.
QUIT
OPER
Ext:
RETRY
Enter the extension number of the new Target Attendant
or
press OPER or ‚ to change the Target Attendant to the CallPilot
Operator.
Atdt ext:<xxxx>
CHNG
5
6
The display shows the extension you entered.
QUIT
Press ® to end the session.
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23
Chapter 4
Feature codes and mailbox options
Feature codes
Feature code name
Leave Message
Open Mailbox
Dialpad buttons
Description
Leaves a message in a mailbox. No password is required.
≤·°‚
Opens your mailbox to play your messages and to access
mailbox options.
≤·°⁄
Call Forward
CallPilot extension
Transfer
Forwards incoming calls to your mailbox.
≤·°›
≤·°fi
≤·°fl
Displays the CallPilot extension number on your phone.
Transfers calls to a mailbox on the CallPilot system.
Interrupt
Intercepts a caller who is listening to your mailbox greeting
or leaving a message.
≤·°‡
Name Dialing
Call Record
Lets you dial calls by searching the Company Directory.
Records a call and stores it in your mailbox.
≤·°°
≤·°·
For information on programing a feature code onto a memory button of a display phone, refer to
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24 Chapter 4 Feature codes and mailbox options
Programming a memory button with a feature code
Each CallPilot feature code can be programmed to a single memory button.
1
Press ≤·•‹.
Do not lift your handset.
Program Features
2
3
4
5
The display shows Program Features.
Press a memory button with an LCD indicator.
Press ≤.
Press a button
QUIT
Feature Code:
QUIT
F__
Enter the feature code number that you want to program.
For example, enter ·°‡ to program the Leave Message
feature codes.
QUIT
CLEAR
Repeat steps 1 through 5 for each feature code you want to
program.
Programmed
6
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.
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Chapter 4 Feature codes and mailbox options 25
CallPilot mailbox options
Mailbox
option
Display Dialpad
button buttons
Description
Page
Greetings
GRTG
Record and select personal mailbox greetings.
°¤
°›
Password
Change
PSWD
Change your mailbox password.
Off-premise NOTIF
Notification
Set up Off-premise Notification parameters for
messages left in your mailbox.
°fi¤
°fl
Goto
Message
GOTO
Enter a specific message number and go to that
message:
•
Press FIRST or ⁄ to go to the first message in
your mailbox.
•
Press LAST or ¤ to go to the last message in your
mailbox.
Personal
Verification
NAME
ATDT
OTFR
Record your name in the Company Directory.
°¤·
°‚⁄
°‚·
Target
Attendant
Assign a Target Attendant to answer calls transferred
from your mailbox.
Outbound
Transfer
mailbox to an internal extension or an external
telephone number.
Norstar Voice Mail mailbox options
Page
Display Dialpad
Mailbox option button button Description
Greetings
and
GREET
Record and select Personal mailbox greetings.
¤
Call Forward
Forward calls directly to your mailbox.
Off-premise
Notification
--
Set up Off-premise Notification parameters for
messages left in your mailbox.
fl
‹
°
‚
Record
message
REC
ADMIN
--
Record and send a message.
--
Mailbox
administration
Access mailbox administration options.
Operator
Place a call to the CallPilot Operator. If the Operator is --
not available, you are transferred back to your main
mailbox menu.
Auto Attendant
--
Go to the Auto Attendant Menu options.
--
£
Company
Directory
DIR
Record your name in the Company Directory.
°⁄
Listen to new
messages
PLAY
Play any new messages in your mailbox.
°¤
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26 Chapter 4 Feature codes and mailbox options
Change
Password
PSWD
Change your mailbox password.
°›
°fi
°fl
°°
Target
Attendant
--
--
--
from your mailbox.
Listen to saved
Messages
Play any saved messages in your mailbox.
--
Outbound
Transfer
mailbox to an internal extension or to an external
telephone number.
Return to Main
Menu
QUIT
Exit the Mailbox Administration menu and return to
the Main Menu.
--
°•
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27
Chapter 5
Greetings
This chapter describes mailbox greetings and how to record them.
This chapter includes:
•
•
•
•
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
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.
Alternate mailbox greeting
The Alternate mailbox greeting is normally 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, I do 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.
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28 Chapter 5 Greetings
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 noon.”
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 two line 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.
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Chapter 5 Greetings 29
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 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
To record a Primary or Alternate mailbox greeting
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
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 ADMIN or °
Press GREET or ¤
Go to step 3
Greeting options
REC CHOOSE CFWD
3
4
Press REC or ⁄.
Greeting:
Press PRIME or ⁄ to record the Primary greeting
or
PRIME
ALT
PERS
press ALT or ¤ to record the Alternate greeting.
If you are changing a greeting, the current greeting starts to play.
5
If this is the first time you are recording a greeting, this display
appears briefly.
Not recorded
Record now?
6
7
8
Press YES or ⁄ and record your greeting at the tone.
YES
NO
QUIT
Record greeting:
RETRY
Press OK or £ to end the recording.
OK
OK
Accept greeting?
Press OK or £ to accept the recording
or
RETRY
PLAY
press PLAY or ⁄ to listen to the greeting
or
press RETRY or ¤ to rerecord the greeting.
9
Press ® to end the session.
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30 Chapter 5 Greetings
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 normal way.
If you choose No:
•
•
•
Messages cannot be left in the mailbox.
The Alternate mailbox greeting takes precedence over all other greetings.
If a caller presses a button to fast forward the message, they hear a voice prompt that says this
is a special greeting.
•
If a 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.
To choose a Primary or Alternate mailbox greeting
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open your mailbox.
2
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 ADMIN or °
Press GREET or ¤
Go to step 3
Greeting options
REC CHOOSE CFWD
3
4
Press CHOOSE or ¤ to select a greeting.
Use greeting:
PRIME ALT
Press PRIME or ⁄ to select the Primary mailbox greeting and
go to step 6
QUIT
or
press ALT or ¤ to select the Alternate mailbox greeting and
go to step 5.
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Chapter 5 Greetings 31
Accept msgs:Y
CHNG
5
6
If you choose the Alternate mailbox greeting, you are asked
OK
whether the mailbox can accept messages.
Press CHNG or ⁄ to toggle from yes to no
or
press OK or £ 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.
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32 Chapter 5 Greetings
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.
You can record up to three Personalized mailbox greetings, but you 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.
To record a Personalized mailbox greeting
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open your mailbox.
2
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 ADMIN or °
Press GREET or ¤
Go to step 3
Greeting options
REC CHOOSE CFWD
3
4
5
6
7
Press REC or ⁄.
Greeting:
Press PERS or ‹ to record a Personalized mailbox greeting.
Enter a Personalized greeting number of 1, 2, or 3.
Press CHNG or ⁄.
PRIME
ALT
PERS
OK
Greeting:
RETRY
Ph:<none>
CHNG
OK
Ph:
RETRY
Enter the phone number (maximum 10 digits) that you are
assigning the Personalized mailbox greeting to.
Press OK or £ to accept the phone number.
OK
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Chapter 5 Greetings 33
Record greeting:
RETRY
8
9
At the tone, record the greeting and press OK or £ to end the
recording.
OK
OK
Accept greeting?
Press OK or £ to accept the recording
or
RETRY
PLAY
press PLAY or ⁄ to listen to the greeting
or
press RETRY or ¤ to rerecord the greeting.
10 Press ® to end the session.
Deleting a Personalized mailbox greeting
If you no longer need a Personalized mailbox greeting, you can delete it.
To delete a Personalized mailbox greeting
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone, to open your mailbox.
2
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 ADMIN or °
Press GREET or ¤
Go to step 3
Greeting options
REC CHOOSE CFWD
3
4
5
Press REC or ⁄.
Greeting:
Press PERS or ‹ to choose a Personalized mailbox greeting.
PRIME
ALT
PERS
OK
Greeting:
RETRY
Enter the Personalized greeting number (1, 2, or 3) that you want to
delete.
Ph: XXXXXXX
6
7
Press DEL or ¤ to delete the greeting.
CHNG
DEL
OK
Press ® to end the session.
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35
Chapter 6
Accessing your messages
This chapter describes how to access your messages and explains:
•
•
•
•
•
•
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.
Never Full mailbox feature
The Never Full mailbox feature lets external callers leave a message in your mailbox, even if the
mailbox 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”.
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36 Chapter 6 Accessing your messages
Playing your messages
Use the procedure for playing your messages that corresponds to the interface you use:
•
•
To play your messages - NorstarVoice Mail
Use this procedure if you use the Norstar Voice Mail interface.
1
2
3
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone, to open your mailbox.
2 new 0 saved
PLAY REC
Press PLAY or ¤ to listen to your messages.
For other options, refer to the table “Playing your messages -
ADMIN
Press ® to end the session.
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
it.
⁄
or
✔
✔
✔
✔
✔
< <<
Copy
Sends a copy of the message to one or more mailboxes.
If you record an introduction, it must longer than three
seconds.
fi
or
✔
COPY
End of
Message
Goes to the end of the message.
‹‹
or
> >> > >>
Envelope
Erase
Plays the information in the message envelope. Envelope
information includes the date and time the message was
sent and, if the message is internal, the directory name of
the sender.
‡
✔
✔
Deletes the message currently playing. If no messages
are playing, deletes the last message played. Deleted
messages remain in your mailbox until the session is
°
or
ERASE
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Playing your messages - Norstar Voice Mail
Option
Button
Available Available Description
while
after
playing
playing
Forward
Advances the message nine seconds and continues
playing from that point. A message can be forwarded as
many times as required.
‹
or
✔
✔
> >>
Next
Plays the next message in the skillset mailbox. If you use
this while a message is playing, it stops playing the
current message and plays the next message in your
mailbox.
fl
or
✔
££
Pause/
Continue
Temporarily stops a message. When you stop the
message, you can play the previous message, continue
playing the current message, or skip to the next message.
¤
or
✔
✔
STOP/
PLAY
Previous
Quit
Stops playing the current message and plays the previous
message.
›
✔
✔
Stops playing the message and plays the Mailbox main
menu options.
•
Replay
Replays the message from the beginning.
Replays the last message.
⁄⁄
or
✔
✔
< << < <<
Replay
Reply
⁄
✔
✔
The reply can be either:
- a message to an internal sender’s mailbox
- a telephone call to an internal or external
·
or
REPLY
Save
Message
Saves the message being played. (If you do not delete a
message, it is automatically saved). This option is not
shown on the display unless you erase a message. If you
erase a message and try to play the message again, you
can press SAVE on a two line display telephone. (Refer to
‡‡
or
✔
✔
SAVE
Volume
Control
Adjusts the volume of the message that is playing. The
volume increases each time you press •. After four
presses, the volume returns to the lowest level.
•
Notes:
1
Because your mailbox has limited message storage space, delete any messages you no longer
need. After a certain time period, your saved messages are erased automatically. Ask your
System Administrator about this.
2
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 refer to “Retrieving erased messages” on
page 40”.
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3
4
Applies only if the Reply feature is enabled.
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 refer to
To play your messages - CallPilot
1
Press ≤·°⁄.
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.
No messages
COMP MBOX
2
3
You can play any message that you want to listen to.
Press ¤ to play the current message.
For other message commands, refer to the table “Playing your
EXIT
Press ® to end the session.
during and after playing messages.
Playing your messages - CallPilot
Available
during and
after
Option
Button
⁄
playing
Description
Skip Back
Rewinds the message five seconds and resumes playing it at that
point.
Skip
Forward
Advances the message five seconds and continues playing from that
point.
‹
Previous
Message
Stops playing the current message and plays the previous message.
›
fl
Next
Plays the next message in the skillset mailbox. If you use this while a
message is playing, it stops playing the current message and plays
the next message in your mailbox.
Message
Call
Sender
Places a call to the sender of a message.
·
Help
Offers a Help menu.
•
✔
✔
Reply
Replies to a message.
‡⁄
Envelope
Plays the information in the message envelope. Envelope information
includes the date and time the message was sent and, if the
message is internal, the directory name of the sender.
‡¤
✔
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Playing your messages - CallPilot
Available
during and
after
Option
Button
playing
Description
Forward
Message
Forwards the message to one or more mailboxes. You can record an
introduction to the forwarded message.
‡‹
✔
Reply
All
Replies to a message and all other recipients of the message.
‡›
‡fl
✔
✔
Delete
Deletes the current message. Deleted messages remain in your
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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 - NorstarVoice 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 0 saved, you can still play and
retrieve your erased messages. Press PLAY or ¤ to listen to your erased message.
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 ‡fl 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.
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Chapter 6 Accessing your messages 41
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 Automated Attendant or from Custom Call
Routing (CCR). See your System Administrator for information on CCR.
You can use Call Screening if:
•
•
•
Caller ID (CLID) is not available
Caller ID is not a reliable indication of the caller identity
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 Automated
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.
To use Call Screening
1
2
3
You receive an external call that is transferred from the Automated Attendant or from Custom
Call Routing (CCR).
CallPilot announces the caller’s name to you.
If the caller does not record their name, the voice prompt says, “Unknown caller.”
You can answer the call or let the caller leave a message in your mailbox:
•
•
press ANS or ⁄ to answer the call
press QUIT or • to transfer the call to your mailbox.
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42 Chapter 6 Accessing your messages
Interrupting a caller
With the Interrupt feature (≤·°‡) 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 Nortel Networks telephone. For more information about programming a
feature to a memory button, refer to “Programming a memory button with a feature code” on page
24.
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 for your mailbox.
To interrupt a caller
1
While a caller is listening to your mailbox
greeting or leaving a message, the indicator (º
or Ω) flashes on your telephone.
2
Press the Interrupt button or press
≤·°‡ to speak with the caller.
Interrupt
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.
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43
Chapter 7
Sending messages
This chapter describes how to send messages and explains:
•
•
•
•
•
•
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 ≤·°⁄
the Leave Message feature ≤·°‚
When you use 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
assign message delivery options
send a message to more than one recipient
Use the procedures that apply to your interface:
•
•
•
•
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44 Chapter 7 Sending messages
To record and send a message using the Open Mailbox feature -
Norstar Voice Mail
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open your mailbox.
0 new 0 saved
PLAY REC
2
3
Press REC or ‹ and record your message at the tone.
ADMIN
Record your message.
Record message
RETRY PAUSE
OK
Press PAUSE or ¤ to pause your message.
When you wish to resume recording, press CONT or ¤ to continue
recording your message.
Press OK or £ to end your recording
or
press RETRY to erase and re-record your message.
Accept rec?
RETRY PAUSE
4
Press OK or £ to accept your message
or
OK
press PLAY or ⁄ to listen to your message
or
press RETRY or ¤ to erase and re-record your message.
Mbox:
DIR
5
6
Enter the mailbox number or the Group List number
or
press DI R or £ to search the Company Directory.
QUIT
SEND
Smith, Pat
OPTS
Press SEND or £ to send the message now with the Normal
delivery option
CC
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.
7
or
press ® to end the session.
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Chapter 7 Sending messages 45
To record and send a message using the Open Mailbox feature -
CallPilot
1
Press ≤·°⁄.
Follow the voice prompts or display options to open your mailbox.
2
3
Press COMP or ‡fi to enter the Compose Message option.
To:
NAME
Enter the mailbox number or Group List address
and press £
SPEC
DONE
or
press NAME 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.)
To: XXXX
RETRY
4
Press OK or £ to accept the address
or
OK
press RETRY to enter a new mailbox address and go to
step 3.
To:
NAME
5
6
7
Press DONE or £ when you are finished entering addresses.
SPEC
DONE
REC
OK
EMPTY
Press REC or fi and record your message at the tone.
Recording....
REREC
Press OK or £ to end your recording
or
press REREC to erase and re-record your message.
Rec stopped
8
Press PLAY or ¤to listen to your message
or
PLAY
DEL
SEND
press SEND or ‡· to send the message now with the Normal
delivery option
or
press DEL or ‡fl and press fi to erase and re-record the
message.
9
If you want to assign delivery options see “To assign message
or
press ® to end the session.
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46 Chapter 7 Sending messages
To record and send a message using the Leave Message feature -
Norstar Voice Mail
1
Press ≤·°‚.
Mbox
DIR
2
Enter the mailbox number or Group List number. If you do not
know the mailbox number, press DI R or £ to use the Company
Directory.
QUIT
OK
Record message:
RETRY PAUSE
3
When you hear the tone, record your message.
You can press PAUSE or ¤ to stop your recording and
press CONT or ¤ to continue recording your message
or
press RETRY to erase and re-record your message.
Record message:
RETRY PAUSE
4
5
Press OK or £ to end your recording.
OK
Message options:
RETRY PLAY SEND
Press SEND or £ or replace the handset to send the message using
the Normal delivery option
or
press PLAY or ⁄ to listen to your message
or
press RETRY 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 ≤·°‚.
To:
NAME
2
Enter the mailbox address or Group List address.
Press NAME or ⁄⁄ to use the Company Directory.
DONE
OK
To: XXXX
RETRY
3
Press OK or £ to accept the address.
Press RETRY to enter a new mailbox address.
<xxxx>
4
5
Record your message at the tone.
Recording....
REREC
Press OK or £ to end your recording
or
OK
press REREC to erase and re-record your message.
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Chapter 7 Sending messages 47
Rec stopped
PLAY DEL
6
Press PLAY or ¤ to listen to your message
or
SEND
press SEND or ‡· to send the message now with the Normal
delivery option
or
press DEL or ‡fl to erase and re-record your message.
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48 Chapter 7 Sending messages
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, but the
System Administrator can change the dialpad buttons.
If the Company Directory is not enabled:
•
•
•
the DI R display option for Norstar Voice Mail does not appear on the display
the NAME display option for CallPilot does not appear on the display
you do not hear a the voice prompt that announces the dialpad buttons to press for the
Company Directory
To search the Company Directory
1
Press ≤·°‚.
2
If you use the CallPilot interface:
•
•
Press NAME or ⁄⁄ to search the Company Directory
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press DI R or £ to search the Company Directory
Go to step 3
Last name:
3
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.
OK
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
·¤·fl.
Wayne, Paul
4
5
In this example, the name of the mailbox owner, Paul Wayne
appears on the display and is announced. To accept the mailbox
owner, press OK or £
RETRY
NEXT
OK
or
if you do not want the person who is shown, press NEXT or ⁄ to
see the next matching name.
Wayne, Paul
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.
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Chapter 7 Sending messages 49
Assigning message delivery options
Use the procedure for the interface you use:
•
•
Message delivery options
Option
Display Norstar CallPilot Description
button
Voice
Mail
dialpad
button
dialpad
button
Normal
Sends a message with a Normal delivery option.
SEND £® ‡·
Certified/
Acknowledge
Sends you notification that your message has been
received and played.
CERT
or
⁄
¤
fi
⁄
ACK
Urgent
Other
Plays messages marked Urgent before other messages
in the mailbox. Urgent messages are preceded by the
voice prompt, “This message is urgent”.
URGENT
or
URG
Accesses the Private and Timed delivery options. If
PRIV or ACK appears instead of OTHR, the Timed
delivery option is not available.
OTHR
PRIV
Private
Timed
Private messages cannot be forwarded to another
mailbox.
‹
›
›
fl
Lets you assign a delivery time to the message.
TIME
or
TIMED
The Certified/Acknowledge and Timed delivery options are available only if you call from a
telephone that has a mailbox associated with it. 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.
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To assign message delivery options - Norstar Voice Mail
1
Record your message using
or
wayne, Pat
OPTS CC
2
3
Press OPTS for delivery options.
SEND
Press CERT for Certified delivery and go to step 9
Delivery options
CERT URGENT OTHR
or
press URGENT for Urgent delivery and go to step 9
or
press OTHR for Timed or Private delivery and go to step 4. If PRIV
appears on the third display button, the Timed delivery option is
not available.
If you are using a one line display phone, press ‹ for Private
delivery or press › for Timed delivery.
Delivery options
4
5
6
Press PRIV or ‹ to send a message with a Private delivery option
and go to step 9
or
PRIV
TIME
press TIME or › to set up a delivery time for the message.
Time hhmm:
RETRY
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.
hh:mm
RETRY
Press AM or ⁄
or
AM
PM
PM or ¤.
hh:mm am/pm
RETRY
7
8
Press OK or £ to accept the time you entered or press RETRY or
• to change the time.
OK
OK
Tu mm dd
CHNG NXTDAY
Press CHNG or ⁄ to change the date shown to a different date.
Press NXTDAY to change the date to the next day (the day after the
date that is shown).
Press OK 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.
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Chapter 7 Sending messages 51
Wayne, Pat
9
Press SEND or £ to send the message now
or
OPTS
CC
SEND
press • to cancel all delivery options.
0 new 8 saved
10 Press ® to end the session.
PLAY
REC
ADMIN
To assign message delivery options - CallPilot
1
Record your message using
or
2
3
Press ‡‚ for message options.
This is a voice prompt option and does not appear as a display
button option.
Msg options
URG PRIV
Press URG or ⁄ for Urgent delivery and go to step 9
or
OTHR
press PRIV or › for Private delivery and go to step 9
or
press OTHR for Acknowledged or Timed delivery and go to step 4.
If ACK appears on the third display button, the Timed delivery
option is not available.
If you are using a one line display phone, press fi for Private
delivery or press fl for Timed delivery.
Msg options
ACK
4
5
6
Press ACK or fi to send a message with a Private delivery option
and go to step 9
or
TIME
press TIME or fl to set up a delivery time for the message.
TIme hhmm:
RETRY
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.
hh:mm
RETRY
Press AM or ⁄
or
AM
PM
PM or ¤.
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52 Chapter 7 Sending messages
hh:mm am/pm
RETRY
7
Press OK or £ to accept the time you entered or press RETRY or
• to change the time.
OK
Tu mm dd
CHNG
8
Press CHNG or ⁄ to change the date shown to a different date.
Press NXTDAY to change the date to the next day (the day after the
date that is shown).
NXTDAY OK
Press OK 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 ‡· to send this message now
or
press ‡‚ to cancel all delivery options.
10 Press ® to end the session.
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Chapter 7 Sending messages 53
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:
•
•
•
the mailbox owners’ names
a list of the mailbox numbers
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:
•
and you use the Norstar Voice Mail interface, you can enter the Group List number instead of a
mailbox number at the Mbox: prompt
•
and you use the CallPilot interface, you can enter the Group List number
instead of a mailbox number at the To: prompt
If you know the name of the Group List:
•
and you use the Norstar Voice Mail interface, enter the name of the Group List in the Company
Directory at the DI R prompt
•
and you use the CallPilot interface, enter the name of the Group List in the Company Directory
at the NAME prompt
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 want.
Note: You cannot forward Private messages.
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54 Chapter 7 Sending messages
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:
•
•
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 · to transfer to the internal caller’s
extension.
leave a message in the
caller’s mailbox
Reply ‡⁄ to record and send a reply to the
internal caller’s mailbox.
To reply to an internal caller - Norstar Voice Mail
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
1 new 0 saved
PLAY REC
2
3
4
Press PLAY or¤.|
ADMIN
End of message
REPLY ERASE NEXT
After you listen to the message, press REPLY or ·.
Reply to msg
Press CALL or ¤ to call the caller
or
MSG
CALL
QUIT
press MSG or ⁄ to record and send a reply.
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Chapter 7 Sending messages 55
To reply to an internal caller - CallPilot
1
Press ≤·°⁄
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.
3
4
Press ¤ to play the current message.
Press · to call the caller
or
press ‡⁄ to record and send a reply.
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56 Chapter 7 Sending messages
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.
Use the procedure that applies to the interface you use:
•
•
To reply to an external caller - Norstar Voice Mail
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
1 new 0 saved
PLAY REC
2
3
Press PLAY or ¤.
ADMIN
End of message
REPLY ERASE NEXT
After you listen to the message, press REPLY or ·.
CallPilot dials the external number directly.
To reply to an external caller - CallPilot
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
A mailbox summary is announced.
While you are in the message list you can play any message.
3
4
Press ¤ to play the current message.
Press · to call the caller.
CallPilot dials the external number directly.
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Chapter 7 Sending messages 57
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: Thru-Dial is available only if you use the CallPilot interface.
If you use the Norstar Voice Mail interface, Thru-Dial is not available.
The System Administrator can restrict the numbers that you can dial, so ask your System
Administrator if you can use Thru-Dial.
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
•
•
•
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.
Pat is away from the office and needs to leave messages 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.
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:
•
If you are calling remotely press •• during your greeting to open your mailbox.
If you are in Europe or Australia press °°. Follow the voice prompts to enter your
mailbox number and password.
•
If you are calling from your Nortel Networks phone press ≤·°⁄.
Follow the voice prompts or the display buttons to open your mailbox.
2
Press ‚, followed immediately by the telephone number you want to call, then press £.
Do not pause for more than two seconds while you are entering the number.
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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:
•
If you are calling remotely press •• during your greeting to open your mailbox.
If you are in Europe or Australia press °°.
Follow the voice prompts to enter your mailbox number and password.
•
If you are calling from your Nortel Networks phone press ≤·°⁄.
Follow the voice prompts or the display buttons to open your mailbox.
2
3
Press ‚, followed immediately by ⁄⁄ 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 •.
Enter the last name, then the first, until your call is placed.
For instructions on entering the name, refer to “Searching the Company Directory” on page
48.
To use Thru-Dial to reach yourTarget Attendant
Your Target Attendant is the number of the person your callers reach when they press zero.
1
Open your mailbox:
•
If you are calling remotely press •• during your greeting to open your mailbox.
If you are in Europe or Australia press °°.
Follow the voice prompts to enter your mailbox number and password.
•
If you are calling from your Nortel Networks phone press ≤·°⁄.
Follow the voice prompts or the display buttons to open your mailbox.
2
Press ‚, then wait for the call to be answered by your Target Attendant.
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59
Chapter 8
Call Forwarding your calls
You can call forward your calls if you do want your calls to go to CallPilot immediately, without
ringing at your extension. For example, you can 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:
•
•
•
Call Forwarding your calls to your mailbox
To forward incoming calls to your mailbox, press ≤·°›.
To cancel Call Forward, do one of the following:
•
•
•
•
press ≤·°› again
press ∞
press ≤£›
press CANCEL
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60 Chapter 8 Call Forwarding your calls
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
2
Call the Automated Attendant or your business telephone from any tone dial telephone.
While the greeting plays press ••
If you are in Europe or Australia press °°.
3
4
5
6
Follow the voice prompts to open your mailbox.
Press °¤.
Press ‹ to open the Call Forward menu.
Press ⁄ to turn Call Forward on or off.
•
If Call Forward is on, the voice prompt says
“Calls will be answered immediately.”
All calls to your telephone are now answered by CallPilot.
•
If Call Forward is off, the voice prompt says
“Calls will ring at your set.”
7
8
Press ⁄ to turn Call Display on or off.
•
If Call Display is on, the voice prompt says
“Caller information will be displayed at your set.”
•
If Call Display is off, the voice prompt says
“Caller information will not be displayed.”
Replace the handset to end the session.
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Chapter 8 Call Forwarding your calls 61
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 ≤·°‡ to interrupt the call.
To turn Call Forward with CLID on or off
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open your mailbox.
2
3
4
Press ADMIN or °.
Press GREET or ¤.
Greeting options:
REC CHOOSE CFWD
Press CFWD or ‹.
Forward calls?
Press YES or ⁄ to have your calls go to CallPilot without ringing
at your phone
YES
NO
or
press NO or ¤ to have calls ring at your set.
Display caller: Y
CHNG QUIT
5
6
Press CHNG 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.
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63
Chapter 9
Transferring calls
This chapter describes transferring calls and explains:
•
•
•
•
•
•
•
•
•
Transferring calls to a CallPilot mailbox
With the Transfer feature ≤·°fl 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 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.
≤·°fl is not available on the Companion Wireless telephone.
To transfer a call to a mailbox from your telephone
1
Press ≤·°fl.
Do not press Hold ≥ because the call is put on hold automatically.
2
Enter the mailbox number or search the Company Directory.To search the Company
Directory:
•
•
If you use the NorstarVoice Mail interface press the DIR display option.
If you use the CallPilot interface press the NAME display option.
3
Wait until the display shows Call transferred before you attempt any other CallPilot
functions. The call automatically transfers and the CallPilot session ends.
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64 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 ≤·°fl.
Do not press Hold ≥ because the call is put on hold automatically.
2
3
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 ≤‡‚to transfer a mailbox owner’s call. This feature transfers
the call to their telephone and the call returns to you.
≤·°fl is not available on a Companion Wireless telephone.
After a mailbox owner’s call transfers to their mailbox, the mailbox owner must:
1
Press •• while their mailbox greeting plays.
2
Follow the voice prompts to open their mailbox.
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Chapter 9 Transferring calls 65
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:
•
•
•
•
listen to the Home menu and make a selection
listen to a pre-recorded CCR Information message
leave a message in a mailbox
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 ≤·°fl.
Do not press Hold ≥ because the call is put on hold automatically.
2
3
Choose a CCR Tree by entering a digit from 1 to 8 and pressing £.
Wait until the display shows Call transferred before you attempt any other features.
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66 Chapter 9 Transferring calls
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 callers of this feature
in your mailbox greeting, you must tell them what number to press to transfer:
•
•
If you use the NorstarVoice Mail interface, tell callers to press ‡
If you use the CallPilot interface, tell callers to press ·
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: 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. If your
mailbox is restricted to extension destinations for Outbound Transfer, see your System
Administrator.
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.
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 ADD to add special characters to a 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.
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Chapter 9 Transferring calls 67
Adding special characters to a destination number
Press
Description
to resume adding digits to the destination phone number
¤ or DI G S
‹or PAUS
›
to enter a timed pause that appears as P on the display. Pauses are four seconds long.
to recognize dial tone (behind PBX). The Recognize Dial Tone special character
appears as D on the display.
to enter a #
fior OTHR #
flor OTHR *
TONE
to enter a *
to recognize dial tone (behind PBX). The Recognize Dial Tone special character
appears as D on the display.
to cancel and retry
•
Setting up Outbound Transfer
To set up Outbound Transfer to a phone number
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
•
•
Press °‚ to open the Mailbox Options
Press ·
Press ‹ to open the Outbound Transfer menu
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press ° to open the Outbound Transfer menu
Go to step 3
Outbound xfr
ADMIN SELECT
3
Press ADMIN or ⁄ to set up Outbound Transfer
or
if you have previously set up Outbound Transfer press CHNG.
Destination:
PHONE EXT
4
5
Press PHONE to select an external phone as the destination.
Ph:
RETRY
Enter the destination phone number and press OK or £.
OK
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68 Chapter 9 Transferring calls
<x>
ADD
6
7
Press OK or £ to accept the destination number, represented by
<x>
or
press ADD or ¤ to add special characters. For information, refer to
After you add special characters, press OK or £ to accept the
destination number.
OK
Transfer: off
CHNG
Press CHNG or ⁄ to turn Outbound Transfer on.
QUIT
QUIT
Transfer: on
CHNG
8
9
Press QUIT or •.
Press ® to end the session.
To set up Outbound Transfer to an extension
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open your mailbox.
2
If you use the CallPilot interface:
•
•
•
•
Press °‚ to open the Mailbox Options
Press ·
Press ‹ to open the Outbound Transfer menu
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press ° to open the Outbound Transfer menu
Go to step 3
Outbound xfr
ADMIN
3
4
5
Press ADMIN or ⁄ to set up Outbound Transfer.
SELECT
OK
Ext:
RETRY
Enter the destination extension and press OK or £.
Accept<x>
RETRY
Press OK or £ to accept the number.
The <x> represents the extension.
OK
Transfer: off
CHNG
6
Press CHNG or ⁄ to turn Outbound Transfer on.
QUIT
QUIT
Transfer: on
CHNG
7
8
Press QUIT or •.
Press ® to end the session.
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Chapter 9 Transferring calls 69
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
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open your mailbox.
2
If you use the CallPilot interface:
•
•
•
•
Press °‚ to open the Mailbox Options
Press ·
Press ‹ to open the Outbound Transfer menu
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press ° to open the Outbound Transfer menu
Go to step 3
Outbound xfr
ADMIN
3
4
Press SELECT or ¤ to access Outbound Transfer.
SELECT
QUIT
Transfer: off
CHNG
Press CHNG or ⁄ to turn Outbound Transfer on.
Press CHNG again to turn Outbound Transfer off.
Transfer: on
CHNG
5
6
Press QUIT or •.
QUIT
Press ® to end the session.
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70 Chapter 9 Transferring calls
Optimizing Outbound Transfer
When CallPilot transfers a call to an 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
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:
£fififi⁄¤‹›
where:
•
•
£ instructs CallPilot to use the incoming line to perform the transfer
fififi⁄¤‹› 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:
·£›¤fififi⁄¤‹›
where:
•
•
•
•
•
· 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
fififi⁄¤‹› is the telephone number dialed
After you enter this dialing sequence, the display shows:
9D5551234
ADD
OK
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71
Chapter 10
Off-premise Message Notification
This chapter describes how to set up and change Off-premise Message Notification and explains:
•
•
•
•
•
•
About Off-premise Message Notification
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. 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 Phone, you must assign start and stop times. The start and stop times
apply to all five notification numbers.
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 a 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 ⁄. If you have received this call by
mistake, please press ¤.
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Off-premise Message Notification parameters
You can set up the parameters for Off-premise Message Notification from any tone dial phone.
The parameters are:
•
•
•
destination type (phone, extension or pager)
destination number (phone, extension or pager)
time range for receiving calls at phone numbers or extensions. Pagers are notified any time
there is a qualifying message.
•
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
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.
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Chapter 10 Off-premise Message Notification 73
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, refer to the section “Changing
To set up Off-premise Message Notification to
refer to
a phone number
an extension
a pager
To set up Off-premise Message Notification to a phone number
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Destination:
PHONE EXT PAGER
Press PHONE or ⁄ to choose a phone number destination.
Ph:
RETRY
Enter the destination phone number and press OK or £. The
destination phone number is a maximum of 30 digits.
OK
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<x>
ADD
6
Press OK or £ to accept the destination phone number represented
by <x>
OK
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
After you add special characters, press OK or £ to accept the
destination number.
Start hhmm:
RETRY
7
8
9
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.
OK
PM
<start time>
Press AM or ⁄
or
PM or ¤.
RETRY
AM
<start time>
RETRY
Press OK or £ to accept the start time.
OK
OK
Stop hhmm:
RETRY
10 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.
<stop time>
11 Press AM or ⁄
RETRY
AM
PM
OK
or
PM or ¤.
<stop time>
RETRY
12 Press OK or £ to accept the stop time.
More dest?
13 Press YES or ⁄ if you want to set up another destination number
YES
NO
or
press NO or £ if you do not want to set up another destination
number.
Start:<start time>
14 Press NEXT or £ to accept the start time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the start time.
Stop:<stop time>
15 Press NEXT or £ to accept the stop time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the stop time.
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Chapter 10 Off-premise Message Notification 75
Msg type: new
CHNG
16 Press OK or £ if you want to be notified when you receive a new
OK
message
or
press CHNG or ⁄ if you want to be notified only when you receive
an urgent message.
Msg notify
ADMIN SELECT
17 Press ® to end the session.
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76 Chapter 10 Off-premise Message Notification
To set up Off-premise Message Notification to an extension
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN
3
4
5
6
7
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Press EXT or ¤ to choose an extension as the destination.
Enter the destination number and press OK or £.
SELECT
Destination:
PHONE EXT PAGER
Ext:
RETRY
OK
OK
OK
Accept:<x>
RETRY
Press OK or £ to accept the destination extension.
The <x> represents the extension.
Start hhmm:
RETRY
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.
<start time>
8
9
Press AM or ⁄
or
PM or ¤.
RETRY
AM
PM
<start time>
RETRY
Press OK or £ to accept the start time.
OK
OK
Stop hhmm:
RETRY
10 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.
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Chapter 10 Off-premise Message Notification 77
<stop time>
11 Press AM or ⁄
RETRY
AM
PM
OK
or
PM or ¤.
<stop time>
RETRY
12 Press OK or £ to accept the stop time.
More dest?
13 Press YES or ⁄ if you want to set up another destination number
YES
NO
or
press NO or £ if you do not want to set up another destination
number.
Start:<start time>
14 Press NEXT or £ to accept the start time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the start time.
Stop:<stop time>
15 Press NEXT or £ to accept the stop time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the stop time.
Msg type: new
CHNG
16 Press OK or £ if you want to be notified when you receive a new
OK
message
or
press CHNG or ⁄ if you want to be notified only when you receive
an urgent message.
Msg notify
ADMIN SELECT
17 Press ® to end the session.
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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 ·
(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:
£›¤fififi⁄¤‹›£‹
where:
•
•
•
•
•
£ specifies the next digits are special characters
› recognizes dial tone
¤ specifies that the next digits are the numbers to be dialed
fififi⁄¤‹› is the pager phone number dialed
‹ inserts a timed pause
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 ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
Press ADMIN or ⁄ to set up Off-premise Message Notification.
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Chapter 10 Off-premise Message Notification 79
Press PAGER or ‹ to select a pager number destination.
Enter the destination pager number and press OK or £.
Destination:
PHONE EXT PAGER
4
5
6
Pager:
RETRY
OK
OK
<x>
ADD
Press OK or £ to accept the destination pager number represented
by <x>
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
After you add special characters, press OK or £.
Show:<xxxx>
CHNG
7
Press NEXT or £ to accept the default pager message represented
by <xxxx>. 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
NEXT
press CHNG or ⁄ to change the pager message.
The combined limit is 30 characters for the pager phone number
and the pager message.
More dest?
8
9
Press YES or ⁄ if you want to set up another destination number
or
press NO or £ if you do not want to set up another destination
number.
YES
NO
Msg type: new
CHNG
Press OK or £ to be notified when you receive a new message
or
OK
press CHNG or ⁄ to change the message type to be notified only
when you receive an urgent message.
Msg notify
ADMIN SELECT
10 Press ® to end the session.
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80 Chapter 10 Off-premise Message Notification
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 ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
6
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Destination:
PHONE EXT PAGER
Press PHONE or ⁄ to choose a destination phone number.
Ph:
RETRY
Enter the destination phone number and press OK or £. The
destination phone number cannot be longer than 30 digits.
OK
OK
<x>
ADD
Press OK or £ to accept the destination phone number,
represented by <x>
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
Start: hhmm:
RETRY
7
8
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.
OK
PM
<start time>
Press AM or ⁄
or
RETRY
AM
PM or ¤.
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Chapter 10 Off-premise Message Notification 81
<start time>
RETRY
9
Press OK or £ to accept the start time.
OK
OK
Stop hhmm:
RETRY
10 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.
<stop time>
11 Press AM or ⁄
RETRY
AM
PM
or
PM or ¤.
<stop time>
RETRY
12 Press OK or £ to accept the stop time.
OK
More dest?
13 Press YES or ⁄ to set up another destination number.
14 Press SETUP to set up another destination number.
15 Press PAGER or ‹ to select a pager number destination.
16 Enter the destination pager number and press OK or £.
YES
NO
Notify2: none
SETUP
NEXT
Destination:
PHONE EXT PAGER
Pager:
RETRY
OK
OK
<xxxx>
ADD
17 Press OK or £ to accept the destination pager number represented
by <x>
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
After you add special characters, press OK or £.
Show<xxxx>
CHNG
18 Press NEXT or £ to accept the default pager message represented
by <xxxx>. 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
NEXT
press CHNG or ⁄ to change the pager message.
The combined limit is 30 characters for the pager phone number
and the pager message.
Notify2: pager
CHNG OTHR
19 The display shows that the second destination is a pager.
NEXT
NEXT
Press NEXT or £ to continue.
Notify 3: none
SETUP
20 Press NEXT or £ to continue
or
press SETUP to add another destination.
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Start:<start time>
21 Press NEXT or £ to accept the start time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the start time.
Stop:<stop time>
22 Press NEXT or £ to accept the stop time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the stop time.
Msg type: new
CHNG
23 Press OK or £ to be notified when you receive a new message
OK
or
press CHNG or ⁄ to be notified only when you receive an urgent
message.
Msg notify
ADMIN SELECT
24 Press ® to end the session.
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Chapter 10 Off-premise Message Notification 83
Changing Off-premise Message Notification
You can change the parameters and destinations for Off-Premise Message Notification. Refer to
“Off-premise Message Notification parameters” on page 72 for more information about
parameters.
If you want to change the time or message type parameters, use the procedure “To change the time
If you want to change the destination type refer to the procedure for the destination type.
To change the destination type
refer to
from a phone to an extension, pager or another phone number
from a pager to an extension or phone
from a phone or extension to a pager
To change the time range or type of message parameters
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Notify:<x>
CHNG
Press NEXT.
NEXT
If you want to change the destination type refer to “To change the
destination type” on page 83 for the appropriate procedure.
More dest?
5
Press NO or £ to continue.
YES
NO
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Start:<start time>
6
7
8
Press CHNG or ⁄ to change the start time
or
press NEXT or £ to accept the start time.
CHNG
NEXT
Stop:<stop time>
Press CHNG or ⁄ to change the stop time
or
press NEXT or £ to accept the stop time.
CHNG
NEXT
Msg type: new
CHNG
Press CHNG or ⁄ to change the message type to urgent.
Press OK 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.
OK
Msg notify
ADMIN SELECT
9
Press ® to end the session.
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Chapter 10 Off-premise Message Notification 85
To change the destination from phone to another destination
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Notify: phone
CHNG
Press CHNG or ⁄ to change the destination.
NEXT
Destination:
PHONE EXT PAGER
Press PHONE or ⁄ to choose another phone number destination
or
press EXT or ¤ to choose an extension destination
or
press PAGER or ‹ to choose a pager number destination.
<x>
RETRY
6
7
Enter the destination number and press OK or £.
The destination phone number cannot be longer than 30 digits.
OK
OK
Accept:<xxxx>
RETRY
Press OK or £ to accept the destination number
or
press RETRY or • to re-enter the destination number.
Notify:<x>
CHNG
8
9
Press NEXT or £ to continue
or
press CHNG or ⁄ to change the destination, and repeat steps 6
through 8.
NEXT
More dest?
Press YES or ⁄ if you want to set up another destination number
or
YES
NO
press NO or £ if you do not want to set up another destination
number.
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Start:<start time>
10 Press CHNG or ⁄ to change the start time
CHNG
NEXT
or
press NEXT or £ to accept the start time.
Stop:<stop time>
11 Press CHNG or ⁄ to change the stop time
CHNG
NEXT
or
press NEXT or £ to accept the stop time.
Msg type:new
CHNG
12 If you want to change message notification,
press CHNG or ⁄ if you want to be notified only when you receive
an urgent message.
OK
Press OK or £.
Msg notify
ADMIN SELECT
13 Press ® to end the session.
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Chapter 10 Off-premise Message Notification 87
To change the destination from pager to phone or extension
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
Press ADMIN or ⁄ to change Off-premise Message Notification.
The display is a review of the first destination type and destination
number.
Modify:pager
CHNG
4
5
Press CHNG or ⁄ to change the destination type and the
destination number.
NEXT
Destination:
PHONE EXT PAGER
Choose the type of destination number:
press PHONE or ⁄ to choose a phone number destination
or
press EXT or ¤ to choose an extension destination.
<xxxx>:
RETRY
6
Enter the destination number you want to set up Off-Premise
Message Notification for.
OK
<x> represents the destination number.
Press OK or £ to accept the destination number
or
press RETRY or • to re-enter the number.
Notify:<x>
CHNG
7
8
Press NEXT or £ to continue.
NEXT
More dest?
Press YES or ⁄ if you want to set up another destination, and
repeat steps 6 through 8
YES
NO
or
press NO or £ if you do not want to set up another destination.
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Start:<start time>
9
Press CHNG or ⁄ to change the start time
or
CHNG
NEXT
press NEXT or £ to accept the start time.
Stop:<stop time>
10 Press CHNG or ⁄ to change the stop time
CHNG
NEXT
or
press NEXT or £ to accept the stop time.
Msg type:new
CHNG
11 If you want to change message notification,
press CHNG or ⁄ if you want to be notified only when you receive
an urgent message.
OK
Press OK or £.
Msg notify
12 Press ® to end the session.
ADMIN
SELECT
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Chapter 10 Off-premise Message Notification 89
To change the destination from phone or extension to pager
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
Press ADMIN or ⁄ to change Off-premise Message Notification.
The displays show a review of the first destination type and
destination number.
Notify:<x>
CHNG
Press CHNG or ⁄ to change the destination type and the
destination number.
NEXT
<x> represents the type of destination (phone or extension).
Destination
PHONE EXT PAGER
5
6
7
Press PAGER or ‹ to choose a pager number destination.
Pager:
RETRY
Enter the pager number and press OK or £ to continue.
OK
OK
<x>
ADD
Press OK or £ to accept the destination pager number represented
by <x>
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
After you add special characters, press OK or £.
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Show:<xxxx>
CHNG
8
Press NEXT or £ to accept the default pager message represented
NEXT
by <xxxx>. 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 ⁄ to change the pager message.
The combined limit is 30 characters for the pager phone number
and the pager message.
Notify: pager
CHNG
9
The display shows notification is set up to a pager.
Press NEXT or £ to continue.
NEXT
More dest?
10 Press YES if you want to set up another destination number
YES
NO
or
press NO if you do not want to set up another destination number.
Msg type: new
CHNG
11 Press OK or £ if you want to be notified when you receive a new
OK
message
or
press CHNG or ⁄ if you want to be notified only when you receive
an urgent message.
Msg notify
ADMIN SELECT
12 Press ® to end the session.
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Chapter 10 Off-premise Message Notification 91
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
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Notify1:<x>
Press OTHR if you want to delete the first destination
or
CHNG
OTHR
NEXT
press NEXT 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 OTHR.
Notify 1:<x>
DEL INS
5
6
Press DEL to delete the first destination number.
QUIT
NEXT
Notify1:<x>
CHNG OTHR
The first destination number is deleted. The Notify 2 destination
changes to become the Notify 1 destination number.
To delete more destination numbers, press OTHR and repeat steps 4
and 5.
Msg notify
ADMIN SELECT
7
Press ® to end the session.
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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.
To add a destination number
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
6
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Press NEXT or £ to continue.
Notify:<x>
CHNG
NEXT
NEXT
More dest?
Press YES or ⁄ to set up another destination number.
YES
NO
Notify2: none
SETUP
Press SETUP or ⁄ to set up another destination number and follow
or
or
78.
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Chapter 10 Off-premise Message Notification 93
Turning 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.
To turn Off-premise Message Notification on or off
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the MailboxTools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
Press SELECT or ¤ to set up Off-premise Message Notification.
Notify on
Press CHNG or ⁄ to turn Off-premise Message Notification off if
it is on (as shown).
CHNG
TIME
OK
OK
Notify off
Press OK or •
or
CHNG
TIME
press TIME to review the start and stop time parameters.
Mailbox admin
GREET PSWD QUIT
6
Press ® to end the session.
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95
Chapter 11
Recording a call
About Call Record
With Call Record ≤·°· you can record an active telephone call and put the resulting
message in your mailbox. Before you activate Call Record, ask the parties on the call for
permission to record the call.
The maximum length of the Call Record message is determined by the Class of Service setting for
your incoming message length. If the mailbox message length is reached, you hear the voice
prompt “Recording stopped. The recording limit has been reached” and the recording ends. After
Call Record stops, you can re-activate ≤·°· to start another record call session. The call
is recorded in two separate messages if you do this. Ask your System Administrator for the
message length that is assigned to your mailbox.
Note: Call Record is not enabled by default. The System Administrator must enable this
feature by assigning you a Class of Service that includes Call Record. In some areas Call
Record is not available as it contravenes local laws. Ask your System Administrator
about the availability of Call Record in your area.
Using Call Record
If you use record a call, CallPilot puts the recorded call in your mailbox.You can forward the
recorded call to other mailboxes.
To record a call
1
2
While you are on an active call, press ≤·°·.
Before recording begins, all parties on the call hear the prompt
“This call is being recorded” and a recording tone.
Recording
PAUSE
Press QUIT to end recording
or
QUIT
press PAUSE to suspend recording.
Press RESUME to continue recording or press QUIT to end recording.
3
4
When you stop recording, all the parties on the call hear the prompt
“Recording stopped.”
Press ® to end the call.
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97
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 provide callers with messages and
announcements. You can record and update greetings for an Information mailbox.
You can use Information mailbox greetings to:
•
•
•
announce sales
provide product lists
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. Callers automatically disconnect after
they listen to an Information mailbox greeting.
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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 either a Primary or an Alternate mailbox greeting.
To record an Information mailbox greeting
Log:
QUIT
1
Press ≤·°⁄.
Enter the mailbox number and password, then
press OK or £.
RETRY
OK
The System Administrator creates the password when they
initialize the mailbox. Ask the System Administrator for the
Information mailbox password.
Primary greeting
REC PLAY QUIT
2
3
4
Press REC or ⁄.
Record greeting?
RETRY PAUSE
At the sound of the tone, record the Information mailbox greeting.
Press OK or £ when you are done.
OK
OK
Accept greeting?
Press OK or £ to accept the recording
or
RETRY
PLAY
press PLAY or ⁄ to listen to the greeting
or
press RETRY or ¤ to rerecord the greeting.
Primary greeting
5
Press QUIT or £ to end the session.
REC
PLAY
QUIT
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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,
erase 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 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 forward your phone to CallPilot.
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 5th, 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.”
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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.
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:
•
•
•
•
why you are forwarding a copy of the message
whether the copy is for information only
whether the message is meant for the person you are forwarding it to
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.
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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 Automated 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 Automated 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
Administrator to verify that the mailbox is assigned to the extension.
Feature 981 produces a LOG prompt on my phone display
Possible causes of the Log prompt:
•
•
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.
The extension is a Guest mailbox, which normally does not have an assigned extension. Ask
your System Administrator to verify that your extension is properly assigned to your mailbox.
I cannot forward my phone to CallPilot
If you try to forward your extension to CallPilot and the display shows Not in service you can
be forwarding to the wrong extension number. Use ≤·°fi to verify you are calling the
correct CallPilot extension number.
My mailbox is not accepting messages
Make sure your mailbox is initialized. A mailbox cannot receive messages until it is initialized by
If you are using an Alternate greeting, check if you have set up your mailbox to accept messages.
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.
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I 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.
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 (up to 10 minutes), you can ask the System
Administrator to give you 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 a 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. 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 ‡ if you use the Norstar Voice Mail interface, or · if you use the
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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 69 for more information.
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 93 for more information.
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105
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
an Operator is available to answer calls.
ATA 2
A Nortel Networks product that lets you connect an analog device, such as a single line
telephone or a fax machine, to your telephone system.
Automated 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 a caller’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
A one line or two line screen on a display telephone that shows CallPilot commands and
options.
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Display buttons
The three buttons on a two line display telephone. Users press these buttons 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 Automated
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 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.
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Glossary 107
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:
•
•
•
•
•
Normal
Certified/Acknowledge
Urgent
Private
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 with 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.
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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 display 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.
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109
Index
A
D
Deleted messages
B
Destination number
Broadcast message
C
Destination pager number
Call Forward
Destination telephone number
Display telephone
Call Forward on Busy
Display telephones
E
Erased messages
CallPilot
F
Calls
transferring
Forwarded messages
G
Character limit
for Off-premise Message Notification
for Outbound Transfer
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110 Index
recording
Making selections using the dialpad
Message Delivery options
Messages
Group List
H
I
Information mailbox greeting
Information message
N
Name
L
Listening to your messages. see Playing your mailbox
O
M
Mailbox
destination number
destination pager number and message
Mailbox password
setting up
Mailboxes
General Delivery
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Index 111
Off-premise Message Notification parameters
Replying
Opening your mailbox
S
Outbound Transfer
Setting up
Off-premise Message Notification
Outbound Transfer
destination telephone number
setting up
P
Special mailboxes
Personal greetings
T
Transferring calls
V
Private messages
R
Recording
Recording technique
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