Nortel CallPilot Mini Product manual

Part No. P0604219 03
CallPilot Mini
Installation and Maintenance
Guide

2
P0604219 03
Copyright © 2007Nortel Networks
All rights reserved. November 16, 2007.
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty.
Users must take full responsibility for their applications of any products specified in this document. The information in this
document is proprietary to Nortel Networks NA Inc.
Trademarks
NORTEL NETWORKS is a trademark of Nortel Networks.
All other trademarks and registered trademarks are the property of their respective owners.
Statement of conditions
In the interest of improving internal design, operational function, and/or reliability, Nortel Networks NA Inc. reserves the rig ht to
make changes to the products described in this document without notice.
Nortel Networks NA Inc. does not assume any liability that may occur due to the use or application of the product(s) or circuit
layout(s) described herein.
FCC Regulations
This equipment complies with Federal Communications Commission Rules and Regulations Part 68 when connected to a
Meridian 1 switch. This equipment does not connect directly to the public switched telephone network.
DOC Regulations
This equipment complies with the Canadian Department of Commerce CS-03 Rules and Regulations for connection to Meridian 1
switches.
Radio Frequency Interference
This equipment generates, uses and can radiate radio frequency energy and if not installed and used in accordance with the
instruction manual may cause interference to radio communications. It has been tested and found to comply with the limits for a
Class A computing device pursuant to Part 15 of the FCC Rules, EN55022, CISPR22 and CSA specification C108.8, which are
designed to provide reasonable protection against such interference when operated in a commercial environment. Operation of this
equipment in a residential area is likely to cause interference, in which case users will be required, at their own expense, to take
whatever measures are necessary to correct the interference.
CallPilot Mini contains fragile electronic parts. Do not drop or bump it.
Warning:
This is a Class A product. In a domestic environment this product may cause radio interference, in which case the
user may be required to take adequate measures.

CallPilot Mini Installation and Maintenance Guide
Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
How to Get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Chapter 1
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
How the instructions are presented . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Warning and caution symbols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Chapter 2
System overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
About CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
CallPilot Mini offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Features of CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Hardware overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Data connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
PCMCIA slots . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Dimensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Voice message storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Chapter 3
Preparing to install the CallPilot Mini. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Electrical service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Opening the kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Managing the CallPilot system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
DNS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Chapter 4
Installing CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Wall mounting the CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Connecting the CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
CallPilot Mini LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

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P0604219 03
Chapter 5
Initializing the CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
About CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Configuring the Meridian 1 PBX to work with CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . 28
Configuring the CallPilot Mini for access to the Automated Attendant from an external
number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Creating an ACD Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Assigning ACD Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Enabling the Call Forward on Busy message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Scheduled Block (SCB) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Database requirements for Incoming DID Digit Conversion . . . . . . . . . . . . . . . . . . . . . . 33
Initializing CallPilot Mini using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Computer requirements for CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Computer requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Browser requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Connecting to the CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Changing the IP address using a serial cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Changing the IP address using an Ethernet crossover cable . . . . . . . . . . . . . . . . . . 40
Running the Quick Install Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Chapter 6
Language Configuration Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Changing the languages available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Chapter 7
Password administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Resetting the system administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Resetting the Mailbox passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Resetting the password using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Resetting the Modem access password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Chapter 8
Backing up and restoring CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Installing the CallPilot Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Backing up the CallPilot information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Restoring the CallPilot information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Retrieving the CallPilot log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53
Chapter 9
Upgrading CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Upgrading the CallPilot software version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Upgrading the message storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

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CallPilot Mini Installation and Maintenance Guide
Chapter 10
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Diagnosing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
The RS-232 terminal cannot communicate with CallPilot Mini . . . . . . . . . . . . . . . . . . . . 59
CallPilot Mini does not function at all . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
The Power-on Diagnostics fail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Cannot access CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
CallPilot Mini fails during a start up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
General Delivery Mailbox greeting plays when you dial the Voicemail DN on
CallPilot Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
All of the mailboxes disappear after a software upgrade . . . . . . . . . . . . . . . . . . . . . . . . . 61
Time on the CallPilot Mini does not match the time on the telephone system . . . . . . . . 61
LED error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
LED 1 is blinking quickly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
LED 1 and LED 2 are blinking quickly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
LEDs 1 to 4 turn on at power up but do not briefly turn off during start up . . . . . . . . 62
One or more of LEDs 1 to 4 do not turn on after CallPilot Mini has finished
starting up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
LED 6 does not turn on after CallPilot Mini has finished starting up . . . . . . . . . . . . 62
Appendix A
Modem Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Configuring your computer to access the CallPilot modem . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Connecting a telephone to your computer modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Creating a Dial-Up Networking connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Creating a Dial-Up Networking connection on Windows 95 or Windows 98 . . . . . . 64
Configuring the Dial-Up Networking TCP/IP parameters on Windows 95 or
Windows 98 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Creating a Dial-Up Networking connection on Windows NT 4.0 . . . . . . . . . . . . . . . 65
Configuring the Dial-Up Networking TCP/IP parameters on Windows NT 4.0 . . . . . 66
Creating a Dial-Up Networking connection on Windows 2000 or Windows XP . . . . 67
Configuring the Dial-Up Networking TCP/IP parameters on Windows 2000 or
Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Installing the Nortel Networks Modem Configuration Utility . . . . . . . . . . . . . . . . . . . . . . 68
Enabling the CallPilot modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Enabling Modem access using CallPilot Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Connecting to the CallPilot system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Configuring your modem to access the CallPilot modem . . . . . . . . . . . . . . . . . . . . . . . . 69
Connecting to the CallPilot modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Configuring your modem for normal modem connections . . . . . . . . . . . . . . . . . . . . 72