Nortel CallPilot 100 User manual

Note: This chapter was extracted from the Norstar
Handbook, Version 10.0. See the Norstar QuickStart
Sales Kit for the full handbook.
Messaging
and Norstar
www.nortelnetworks.com/norstar
1-800-4NORTEL
*The Nortel Networks logo, Norstar, Business Communications Manager, Meridian and CallPilot are
trademarks of Nortel Networks. All other trademarks are the property of their owners. Information in
this document is subject to change without notice. Nortel Networks assumes no responsibility for any
errors or omissions that may appear in this document.
© 2004 Nortel Networks

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Messaging Norstar
Messaging
Highlights
• CallPilot 150 – is the main offering in the Norstar messaging portfolio and delivers scalable,
advanced messaging to growing small and mid-sized businesses with 30 to 200 users
• CallPilot 100 – is a new messaging offering that targets price-sensitive small businesses and
provides a feature-rich, cost-effective solution equipped with 10 mailboxes
• Centralized Voice Mail on CallPilot 150 – means that networked sites can use one centralized
applications server for Voice Mail and Attendant; this capability translates into significant cost
savings
• Centralized Auto Attendant on CallPilot 150 – means that the Norstar VM application in the
NAM acts as a centralized Auto Attendant for Norstars or Meridian 1s connected over an
MCDN CDP network
• Automated Attendant – works as the Norstar voice messaging receptionist and ensures that calls
are answered 24 hours a day, 7 days a week, allowing callers to direct their calls to the right
person
• Mailboxes – enable companies to order up to 300 mailboxes that can be used to provide callers
with important information or allow callers to leave messages anytime
• Custom Call Routing (CCR) – enhances Voice Messaging call routing abilities by allowing
incoming calls to be redirected along call paths created by the system administrator.

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Norstar Messaging
Chapter Overview
The voicemail industry has experienced explosive growth over the last few years as more and more
decision makers have become aware of voicemail/auto attendant products and the benefits they
provide for their businesses. In fact, most businesses and organizations today use some form of
voicemail, whether it is equipment on their premises, or voice mailboxes that are provided by a
service bureau or telephone company. Currently, businesses are more interested in voice processing
platforms that provide a high level of integration and advanced applications such as Desktop
Messaging. The market interest in “unified” messaging is driven by the fact that messaging in all
forms – fax, voicemail and email – is increasing annually. Industry analysts estimate that, last year,
an average of 2.5 billion voice and email messages were sent and received daily in North America.
And, even though fax is a relatively “old” technology, fax usage is growing steadily by 40% per
year.
Businesses are also looking for ways that technology can help them maximize their resources,
whether through people or equipment or facilities. Moreover, they are increasingly requiring
centralized applications. With the release of CallPilot (Release 2.0), and the development of
Centralized Voice Mail (CVM) capabilities, networked sites can now use one centralized
applications server for Voice Mail and Attendant. No applications server at branch sites translates
into huge cost savings.
CallPilot 100, offers price-sensitive small businesses a cost-effective next-generation voice
messaging solution. This option targets smaller businesses that have advanced application
requirements but a fewer number of employees.

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Messaging Norstar
Norstar Messaging Portfolio
Norstar offers a messaging product portfolio designed to meet the needs of businesses of any size –
those from 10 mailboxes up to 300 mailboxes.
• CallPilot 150
• CallPilot 100.
CallPilot 150 and CallPilot 100 Integration with Norstar
CMS/Class Integration
In addition to the standard telephone answering and auto attendant call routing benefits, Norstar
offers some specific advantages because of the tight integration between the ICS and voicemail.
When the Norstar ICS is equipped with CMS/Class network features, CallPilot 100 and CallPilot
150 provide some very powerful business tools, including:
• Auto Attendant – can route calls based on up to 100 Calling Line Identification (CLID) numbers
to either a specific CCR tree, extension or mailbox. This routing can also be performed based
on area code or prefix. Using this capability means that calling customers can not only be routed
to their geographic customer service representative based on their calling number, it also means
that when that representative is already on the phone, they can hear a special greeting that
insures they know their call is important.
• CLID – and the caller’s name, if available, is stored in the mailbox with each message, and users
can call back those numbers using the “CALL” soft key, speeding up return calls and
simplifying the call return process.
In addition to the primary greeting and the extended absence (alternate) greeting, users can record
up to three personalized CLID greetings for specific callers like a special customer.

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Norstar Messaging
Intelligent Integration
Competitive voicemail systems, when interfaced with Norstar ICS systems, cannot compare to the
capabilities provided by the superior integration of CallPilot. These integrated capabilities are
demonstrated by a simple and easy-to-use interface displayed in visual prompts on the telephone
set, which guide the user to activate messaging commands and functions by using the soft keys just
below the telephone LCD window. Also, the user gets message notification through a “Message For
You” prompt which appears on the display whenever there is a new voice or fax message in the
mailbox.
Other integration advantages include:
• Double the efficiency in connecting voice channels to the ICS core. Since CallPilot uses both
the B1 and B2 channels on the ICS, half the number of station ports are required than in any
competitive voice messaging system. This is a significant competitive advantage, especially
when the customer’s system is close to maximum station capacity.
• Access to the name directory on the telephone LCD display.
• Ability to retrieve calls that have forwarded to voicemail using “Interrupt” with Feature 987.
This feature can help avoid several messages a day by talking live with the caller.
• Ability to route calls and have specialized greetings using incoming CLID information
• Instant status information on any DN – competitive systems must first transfer the call to
determine the DN status
• Ability to retrieve messages on intercom by only supplying a password – competitive systems
require mailbox number and password entry
• Transfer to an extension or external number from a CCR tree
• Ability to integrate CMS/Class features directly from the ICS without adding additional
hardware devices
• In addition to all the user benefits derived from the Norstar integration, perhaps the most
significant benefit for the customer is that Norstar provides a single vendor solution with
products that meet or exceed Nortel reliability and quality standards.

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Messaging Norstar
General Norstar Voice Messaging Overview
CallPilot 100 and CallPilot 150 work with the core Norstar ICS, offering a receptionist service that
routes calls and provides voice message taking capability. When enabled, CallPilot’s Automated
Attendant answers incoming calls and routes the calls to extensions and mailboxes within the
system.
Voice Messaging Components
CallPilot’s messaging has three main components: Automated Attendant, Mailboxes (voice
messaging) and Custom Call Routing (CCR).
•The Automated Attendant – works as a receptionist would when answering incoming calls.
Using a voice prompt, it plays a list of options to a caller. If the caller knows which option they
want, they can interrupt the Automated Attendant by pressing their selection on the dial pad of
any tone dial telephone. When the caller has selected an option, the Automated Attendant
responds to the command by either routing the call to an extension or mailbox within the
company, or directing a caller to the Company Directory or Designated Operator.
•Mailboxes – are added by the system coordinator and then initialized by the mailbox owner.
They store the callers’ voice messages. Any caller can leave a message after a mailbox is
initialized.
•Custom Call Routing (CCR) – is a single-digit access application that provides callers with a
series of voice prompts and call transfer options.
About the Automated Attendant
The Automated Attendant is the CallPilot receptionist. When enabled, the Automated Attendant
answers the company’s incoming telephone lines according to the time of day. When the Automated
Attendant is enabled, the Automated Attendant menu prompt provides a list of options so that a
caller can:
• Reach a DN or a mailbox in the company
• Leave a message in a mailbox
• Select an alternate language
• Look for an extension or mailbox in the Company Directory
• Reach the company receptionist or designated operator
• Open a Personal Mailbox as a mailbox owner.

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Norstar Messaging
The Automated Attendant provides callers with commands to use each of these options. Callers
must press the button associated with the option they want to activate. For example, the Auto
Attendant might provide the following command: “To use the Company Directory, please press 1.”
Figure 1 CallPilot Call Answering Overview
About the Company Directory
The Company Directory is a list of mailbox owners registered with Norstar voice messaging.
Before mailbox owners can use their mailbox, they must record their names in the Company
Directory. If mailbox owners do not want their names to appear in the Company Directory, they can
see the system coordinator. Names included in the Company Directory can be changed at any time.
About the Mailboxes
A mailbox is a storage place for messages. CallPilot 150 can have a maximum of 300 mailboxes
and CallPilot 100 can have a maximum of 40 mailboxes. There are four groups of Norstar voice
messaging mailboxes, including:
• Special or Guest
• Personal
• Information
• Network Delivery.
The company’s system coordinator administers Special Mailboxes.

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Messaging Norstar
The system coordinator uses the system coordinator mailbox as a Personal Mailbox in which
employees can leave messages.
The system coordinator assigns Personal Mailboxes, which mailbox owners then maintain. Personal
Mailboxes can be one of the following types:
• User Mailboxes – store messages for users who are unable to answer their telephone. These
mailboxes can be assigned to users with operating Norstar extensions.
• Guest Mailboxes – provide temporary employees and guests with access to internal messaging
and call routing features. Guest Mailboxes do not have an operating extension.
Information Mailboxes are designed to provide an informative message to a caller. This type of
mailbox differs from the other mailboxes because it does not take messages; it plays a Personal
Greeting to the caller, but does not prompt for, or allow, the caller to leave a message.
Network Delivery Mailboxes are used with the optional AMIS or Digital Networking applications
to simplify addressing to remote locations.
How Custom Call Routing Works
Custom Call Routing (CCR) is an application that works with CallPilot voice messaging to provide
a call routing path that directs incoming calls. CCR enhances the Norstar voice messaging call
routing abilities by allowing incoming callers to route their own calls along call paths that the
system coordinator has created. This application allows a company to customize the call routing
capabilities to suit their needs. CCR does not replace CallPilot’s messaging call routing function,
but enhances it.
Designing and Building a CCR Tree
Designing a CCR Tree involves:
• Determining frequently requested departments
• Determining frequently called extensions
• Making a list of goods and services for promotion in Information Messages
• Selecting mailboxes assigned to Leave Message Points
• Determining call Destination Types
• Recording the prompts and messages.

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Norstar Messaging
About the Home Menu
The Home Menu is the introductory voice prompt that the system administrator records. It provides
a list of single-digit options to a caller. After listening to the Home Menu, a caller selects an option
by pressing a number on any tone dial telephone. Options in the Home Menu can route a caller to:
• An information message
• A mailbox to leave a message
• An extension
• Another menu.
CallPilot Feature Codes
When using CallPilot from a Norstar telephone, the user must enter a Feature Code. Feature Codes
are used to access the different functions and options of CallPilot. Users can activate the following
feature codes by pressing the numbers in parentheses below:
•Leave Message Feature Code (F980) – lets mailbox owners leave a message in a mailbox
initialized with Norstar voice messaging.
•Open Mailbox Feature Code (F981) – lets mailbox owners open their Personal Mailboxes.
All Personal Mailboxes are protected by a password that the mailbox owners establish.
•Operator Status Feature Code (F982) – allows the system coordinator, receptionist or
Designated Operator to set the Operator Status. When an Operator is unavailable, the Operator
Status must be set to NO. This status alerts the Automated Attendant that the receptionist or
Designated Operator is unavailable. Users also deploy this feature code to establish whether a
business is open or closed. This feature code is protected by a password.
•Norstar Voice Messaging Directory Number (DN) Feature Code (F985) – allows users to
determine the CallPilot Directory Number (DN). This number lets users forward a Norstar
telephone to their mailbox. Entering F985 will display the voice messaging DN on the
telephone display.
•Transfer Feature Code (F986) – lets users transfer calls to a mailbox. While the call is active
(the call is not put on Hold), the user presses the memory button where Feature 986 is
programmed, then enters the mailbox number where he or she wants to direct the call. The
system then transfers the call.
•Interrupt Feature Code (F987) – lets users interrupt a caller that is listening to the Personal
Mailbox Greeting or is leaving a message. This allows a mailbox owner to speak with a caller
who has reached their mailbox.

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Messaging Norstar
•Record a Call Feature Code (F989) – allows users to record the call they are presently on by
pressing this feature code during the call. The conversation will be recorded in the mailbox
corresponding to the DN of the telephone that activates Feature 989. The party who did not
initiate the call may hear standard Norstar hold tones during the time it takes for the system to
conference in voicemail. Then, both parties will hear the prompt, “this call is being recorded,”
followed by a recording beep tone. If the user targets more than one extension to one mailbox,
he or she can press F989 from any of those telephones to converse in the assigned mailbox.
•Single Button Call Forward to Voice Mail (F984) – lets users program a single button to
forward all calls automatically to voicemail.
User Interface
CallPilot 100 and CallPilot 150 allow users to select the type of interface they want to use when
accessing their mailbox. This interface can be selected on a system-wide basis or on a per mailbox
basis.
The Norstar user interface offers users the traditional Norstar interface using the set display and
softkeys when accessing the capabilities of their mailbox.
The M1 user interface offers users the Meridian 1 interface using the M1 dial pad commands to
access the features and capabilities of their mailbox.

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Norstar Messaging
CallPilot 100
CallPilot 100 addresses the price-sensitive business customer with minimal applications
requirements. CallPilot 100 businesses should be those that require no more than four ports, nine
hours of storage or 40 mailboxes. CallPilot 100 delivers a common user interface across multiple
platforms, including Norstar, BCM and Meridian 1, thereby reducing training requirements.
Businesses can purchase additional functionality. CallPilot 100 offers the following key features:
• 40 subscriber mailboxes (equipped with 10)
• Basic Call Center (optional)
• Call Center Reporting (optional)
• Backup and Restore (included)
• Web-based administration or set-based administration (included)
• Auto Attendant/CCR (included)
• Desktop Messaging (optional)
• VPIM/AMIS Networking (optional)
• four ports/nine hours (included).
CallPilot is a feature-rich, cost-effective messaging solution that offers benefits to end users,
businesses and channel partners.
Note: CallPilot 100 requires a minimum 4.1 release on the Compact ICS or Modular ICS
system. CallPilot 100 is also compatible with 3x8 DR5.1.

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Messaging Norstar
CallPilot 150
CallPilot 150 for Norstar is a small to medium-sized business voice messaging solution fully
compatible with Compact ICS and Modular ICS Release 4.1 and greater. CallPilot 150 offers the
following key features:
• Systemwide choice of either Norstar or CallPilot user interface
• IP enabled with 10/100 Ethernet port for system administration and maintenance
• 300 subscriber mailboxes (equipped with 32)
• Basic Call Center (included)
• Desktop Messaging (two seats included)
• Automated Attendant and Custom Call Routing (included)
• Eight ports /60 hours
• Web-based administration or set-based administration (included)
• VPIM/AMIS Networking (optional)
• Centralized Voice Mail (included).

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Norstar Messaging
CallPilot Positioning
Voice Mail Features
CallPilot provides a fully featured voice messaging solution, including Auto Attendant and Custom
Call Routing (CCR). The following easy-to-use features provide flexibility to address the desired
functionality for any level of user.
Table 1 Voice Mail Features
IP-Ready Ethernet Port
CallPilot provides an IP-ready 10/100 Mbps Ethernet connection for simplification of system
administration, Keycode retrieval and activation of advanced features such as Desktop Messaging
and Digital Networking (VPIM).
A third-party Web server software resides on the CallPilot 100/150 platform, enabling simple and
easy access to system administration through any Web browser. Access to system programming is
as easy as making a dialup Internet connection and accessing the remote CallPilot system’s IP
address to perform all administrative changes with an easy graphical user interface (GUI). Manual
telset-based administration capabilities are still available if the customer chooses this option.
Standard Voice Mail Automated Attendant
Auto answer with personal greeting Call transfer – blind and screened
Broadcast Messages Calling Name Display
Delivery Options (private, urgent, etc.) Customer Call Routing (CCR)
Express Messaging CCR Levels (10)
Guest Mailboxes CCR Trees (4)
Informational Mailboxes Dial Extension from CCR
Interrupt Caller Leaving a Message External Transfer on Centrex
Message Waiting Notification Flexible Business Hours
Never Full Mailboxes Flexible Line Rings before answer
Outbound transfer from mailbox Greeting Tables
Personal Mailboxes Multiple Operators
Prerecorded greetings (4) Remotely Record Greeting
Primary and Alternate Greetings Remotely Set business open/closed
Record a Call Reply based on CLID
Recovery of deleted message Reports
Remote Call Forward to Voice Mail Single -digit menus
Reports Touchtone gate
Timed delivery of messages Transfer to CCR Tree

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Messaging Norstar
Keycode Retrieval System (KRS)
Each CallPilot 100/150 ships with a unique system ID which is then matched to the authorization
code of the purchased upgrade option. When the customer enters these two codes into the Keycode
Retrieval System (KRS), the applicable keycode is generated to enable the purchased option. The
ability to generate keycodes through the KRS ensures immediate access without the need to place
calls to Nortel Networks support.
Keycode Retrieval System Implementation Details
CallPilot is enabled for base functionality out of the box with upgrade options that are enabled via
keycodes. The upgrade option is in the form of a paper document with a unique authorization code
that the installer enters, along with the unique CallPilot ID, into the KRS to obtain the keycode.
Try-and-Buy Keycodes
Try-and-buy keycodes are available at no charge for a 60-day period. This offering lets customers
“test out” these applications and experience the value they will bring in addressing their business
needs – all without any obligation to purchase. The keycodes are easily accessible by way of the
Web through the KRS. Businesses may request any or all of the listed keycodes.

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Norstar Messaging
CallPilot Manager
CallPilot Manager is a Web-based application for the set up and administration of CallPilot. System
administrators can also perform administration through a T7316E telephone set. Administrators can
initialize CallPilot using either CallPilot Manager or a two-line display telephone.
CallPilot Manager comes enabled on the CallPilot platform. With built-in server software, CallPilot
does not require business customers to load client software on to the PC. The PC Web browser
software allows for CallPilot administration.
Computer Requirements
The computer used to run CallPilot Manager must have:
• Windows NT or Windows workstation running a Pentium 133 or later CPU
•64MBRAM
• 10 MB disk space
• Minimum screen resolution of 1024x768 pixels.
Browser Requirements
To run CallPilot Manager, users or businesses must have:
• Java Virtual Machine 5.0 (build 5.0.0.3188 or later)
• Netscape Communicator 4.0.5 or later (but not 6.0)
• Microsoft Internet Explorer 4.0 or later (but not 6.0)
With Netscape Communicator, users must set the following parameters:
• Enable Java: on
• Cached document comparison: every time.
With Microsoft Internet Explorer, users must set the following parameters:
• Check for newer versions: every visit to the page
• Java JIT compiler enabled: on
For more information about these settings, refer to the Web browser’s Help.

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Messaging Norstar
Starting CallPilot Manager
1. Point the Web browser to http://<IP address>:6800/CallPilot Manager where <IP address> is
the IP address of CallPilot.
2. The Administration Login screen appears. Enter the password in the Password box.
3. Click the Submit button. The CallPilot Manager Main Menu appears.
Figure 2 CallPilot Manager Main Menu

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Norstar Messaging
CallPilot Manager Benefits
CallPilot Manager provides the following benefits:
• Remote access to one or more CallPilot systems from a central point
• Can be accessed from any PC with a Web browser
• Online help with keyword search
• No dedicated dialup line.
CallPilot Customer Value Proposition
CallPilot for Norstar and small Meridian provides a feature-rich, cost-effective voice messaging
solution to small to medium-sized businesses with the flexibility for businesses to purchase options
in increments best suited to their needs.
User interface options provide choices to the user based on preference; these options minimize the
need for retraining. Web-based administration capabilities ensure a quick, easy and cost-effective
method for system administration changes, while also providing a telset-based option for those
customers who prefer this method.

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Messaging Norstar
CallPilot Reporting
CallPilot includes a number of reports allowing system administrators to view CallPilot
programming settings, mailbox information and status and available message time.
Generating a Report
To generate a report:
1. Click the Report heading.
2. Click the link for the report you want to generate. The report will appear in a new window.
3. Click Print to print the report.
4. Click Close to close the report window.
CallPilot Reports
CallPilot allows users to generate the following reports:
•Directory
• Mailbox Information
• Mailbox Activity
• Event Log
• CCR Tree Usage
• Port Usage/Call Handling
• Message Usage
• System Configuration

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Norstar Messaging
Directory Report
The Directory report shows information for mailbox owners listed in the Company Directory.
Table 2 Directory Report
If both Name Recorded and Greeting Recorded are N, the mailbox will not be initialized.
Mailbox Information Report
The Mailbox Information report shows information for each mailbox.
Table 3 Mailbox Information Report
Heading Description
Subscriber The mailbox owner’s name.
MB The mailbox number.
Type The type of mailbox.
Ext The extension number.
Name Recorded Indicates whether the mailbox owner has recorded their name in the
company directory.
Greeting Recorded Indicates whether the mailbox owner has recorded a greeting.
Heading Description
MB The mailbox number.
Type
The mailbox type. Can be one of the following types:
• SUB – Subscriber
• ADM – Administrator
• GDM – General Delivery Mailbox
• FOD – Fax On Demand – BCM 2.5 only
• FOV – Fax Overflow – BCM 2.5 only
• NET – AMIS or Site
• INFO – Information.
Directory Name The name of the mailbox. An asterisk appears beside the name if the
mailbox name is not in the Company Directory.
Ext The mailbox extension.
COS The Class of Service for the mailbox.
Total The total volume of messages in the mailbox, not including space taken
by mailbox greetings, shown as messages (Msg) and minutes (Min).
New The total volume of new messages in the mailbox, shown as messages
(Msg) and minutes (Min).
Outdial The outdial parameters. This setting does not appear for CallPilot Mini.

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Messaging Norstar
The mailbox can have one or more information messages, which contain an alphanumeric tag and
a descriptive string. To reduce the number of report output lines, a mailbox setting or condition is
only reported if it differs from the default setting or normal condition.
Possible tags include:
Table 4 Mailbox Information Tags
Tag Description
UNINIT The mailbox is not initialized.
NONAMEREC The mailbox is initialized, but a name is not recorded.
NOGREET The mailbox is initialized, but a primary greeting is not recorded.
LOCKED The mailbox is disabled because the number of incorrect password
attempts is exceeded.
NOMWI The mailbox has a primary extension, but Message Waiting is disabled.
FULL The mailbox is full.
NOACCEPT The subscriber has set the mailbox to not accept messages.
NOADDRESS The address is not specified.
ALTDN1 Alternate extension 1 is defined.
ALTDN2 Alternate extension 2 is defined.
EXPRLINE An Express Messaging line is defined. Only available on CallPilot 150.
ATDT A Target Attendant is defined.
XFERS Screened Transfers are screened.
Blind transfers are normal and are not shown.
METHOD, LIMIT The delivery method and maximum number of selections for a Fax On
Demand mailbox.
RETRY, INT The number of retries and interval in minutes for a Fax On Demand
mailbox.
OPN/RNPHNOE Off-Premise Notification to a telephone.
OPN/RNPAGER Off-Premise Notification to a pager.
OPN/RNEXT Off-Premise Notification to an extension.
OPN/RNSTATUS Current status of Off-Premise Notification.
TRANSF The telephone number used when Outbound Transfer is set to an
external destination.
FAXPRE Preset Fax destination – BCM 2.5 only.
SELECT, SIZE For each document in a Fax On Demand mailbox, lists selection ID and
size list in equivalent message minutes – BCM 2.5 only.
AMIS, MBOX System access phone number and target mailbox number of a AMIS
Network Delivery mailbox.
SITE, MBOX Site address of a Network Delivery mailbox.