BCM 4.0CallPilotDocument Status:StandardDocument Version: 03.01Part Code: P0606017Date: July 2006CallPilot Fax Set Up and Operation Guide

Nortel CallPilot Set Up And Operation Manual

Chapter 1 How to get help

Chapter 2 CallPilot and CS 1000 connectivity overview

Reference Documents

Contact Center Voice Services Support

Section A: CallPilot network setup

CallPilot and CS 1000 integration

CS 1000 Media Gateway

Section B: Understanding call routing

Phantom DNs

CallPilot Service Directory Numbers and the SDN Table

How calls are routed

Multimedia channels in the CallPilot server

How multimedia channels are acquired by callers

Chapter 3 Connecting the CallPilot server to the CS

About the MGate card (NTRB18CA)

Installing the MGate card (NTRB18CA)

Replacing an MGate card (NTRB18CA)

Section B: Connecting the CallPilot server to the switch

Connecting MPB16-4 boards to MGate cards (NTRB18CA)

Connecting the MPB96 boards to MGate cards (NTRB18CA)

Chapter 4 Conﬁguring the CS 1000 system

CS 1000 hardware and software requirements

CS 1000 conﬁguration checklist

Provisioning the ELAN subnet

Deﬁning the Message Register for AML message tracing

Deﬁning CallPilot in the customer data block

Nortel CallPilot

NN44200-312 01.02 Standard

Conﬁguring the ACD agent queue

Conﬁguring ACD agents

Enabling the card slots

Deﬁning the default ACD DN

Conﬁguring CDN queues for messaging services

Conﬁguring phantom DNs

Conﬁguring dummy ACD DNs

Provisioning user phonesets

Conﬁguring the route data block for Network Message Service

Saving CS 1000 changes

Chapter 5 Conﬁguring the CallPilot server software

Logging on to Windows 2003 on the CallPilot server

Running the Setup Wizard

Logging on to the CallPilot server with CallPilot Manager

Running the Conﬁguration Wizard

Changing pcAnywhere caller passwords

Setting Remote Desktop Policy on a Server

Conﬁguring CallPilot to operate in a Windows 2000 or 2003 domain

Chapter 6 Testing the CallPilot installation

Testing the connection to the ELAN subnet

Testing the connection to the NNS Subnet

Testing the CallPilot software and channels

CallPilot

Finding the latest updates on the Nortel Web site

Getting help from the Nortel Web site

Getting help from a specialist by using an Express Routing Code

About this document

Overview

Prerequisites

Establishing the system baseline

CS 1000 conﬁguration

Deﬁning a default Gateway (LD 117)

Checking the Ethernet Interface status of the CS 1000 (LD 137)

Checking the ELAN status on the CS 1000 (LD 48)

Conﬁguring CallPilot resources on the CS 1000

Conﬁguring the ELAN subnet (LD 17)

Conﬁguring the System Parameters (LD 17)

Deﬁning CallPilot in the customer data block (LD 15)

Conﬁguring the route data block

Conﬁguring Automatic Call Distribution (LD 23)

Conﬁguring ACD agent voice ports for CallPilot (LD 11)

Conﬁguring card slots

Deﬁning the default Automatic Call Distribution DN (LD 23)

Conﬁguring attendant consoles (LD 15)

Conﬁguring a phantom superloop (LD 97)

Conﬁguring dummy ACD DNs (LD 23)

Provisioning telephones

Saving CS 1000 changes (LD 43)

Conﬁguring Contact Center resources on the CS 1000

Conﬁguring System Parameters (LD 17)

Conﬁguring Automatic Call Distribution for Contact Center (LD 23)

Conﬁguring IVR Automatic Call Distribution for Contact Center (LD 23)

Conﬁguring ACD agent voice ports for Contact Center (LD 11)

Conﬁguring a CDN queue for Contact Center Manager (LD 23)

Provisioning telephones for Contact Center

CallPilot conﬁguration

Conﬁguring the keycode and serial numbers

Conﬁguring CallPilot server information

Conﬁguring password information

Conﬁguring multimedia allocations

Conﬁguring the CS 1000 switch information

Conﬁguring the links on the MGate card

Conﬁguring CDN information

Conﬁguring the Contact Center Language Source

Conﬁguring the CallPilot LAN interface

Contact Center conﬁguration

Conﬁguring Contact Center Manager Server after installation

Conﬁguring CDNs on the Contact Center Manager Administration Server

Conﬁguring and acquiring an IVR ACD DN

Conﬁguring agent telephones on the Contact Center Server

Conﬁguring voice ports on the Contact Center Server

Telephony Manager conﬁguration

Setting up customer information

Setting up TM 3.0 applications

Setting up system data

callpilot fax user guide

learning about fax

telephone buttons

checking which mailbox interface you use

telling callers about fax in your mailbox greeting

receiving a fax message

opening your mailbox

printing fax messages

to assign a preset fax machine

to print all your fax messages

to print an individual fax message

to print fax messages from a fax telephone

sending fax messages

forwarding fax messages

about fax group messages

adding special characters to a fax telephone number

How to use this guide

Using CallPilot

About telephone buttons

Using CallPilot with an analog terminal adapter or an analog station module

CallPilot voice prompts

Automated Attendant

Types of mailboxes

Special mailboxes

Setting up your mailbox

Checking which mailbox interface you use

Opening your mailbox

Changing your mailbox password

Recording your name in the Company Directory

Assigning a Target Attendant

Feature codes and mailbox options

Programming a memory button with a feature code

CallPilot mailbox options

Greetings

Personalized mailbox greeting

Recording a Primary or Alternate mailbox greeting

Choosing a Primary or Alternate mailbox greeting

Recording a Personalized mailbox greeting

Deleting a Personalized mailbox greeting

Accessing your messages

Playing your messages

Retrieving erased messages

Screening your calls

Interrupting a caller

Sending messages

Searching the Company Directory

Assigning message delivery options

Sending a message to more than one recipient

Replying to messages

Replying to an external caller

Placing a call with Thru-Dial

Call Forwarding your calls

Setting up Call Forward remotely

Call Forward with Caller ID

Transferring calls

Transferring a mailbox owner's call to their mailbox

Transferring a call to Custom Call Routing (CCR)

About Outbound Transfer

Setting up Outbound Transfer

Turning Outbound Transfer on or off

Optimizing Outbound Transfer

Off-premise Message Notification

Off-premise Message Notification parameters

Setting up Off-premise Message Notification

Setting up Off-premise Message Notification to a pager number

Changing Off-premise Message Notification

Deleting a destination number

Adding a destination number

Turning Off-premise Message Notification on or off

Recording a call

Broadcast and Information messages

Recording an Information mailbox greeting

CallPilot tips

Troubleshooting

Glossary

Index

troubleshooting reference guide

Getting Help from a specialist by using an Express Routing Code

Chapter 2 Overview

Reference documents

Chapter 3 Hardware troubleshooting

t server

system troubleshooting

rp server

r server

front panel leds

post beep codes

Chapter 4 Network troubleshooting

Check TCP/IP conﬁguration

Test the TCP/IP

Check event logs

Checking the SCSI speed for RAID controllers

Chapter 5 Routing and remote access troubleshooting

Modem

Routing and Remote Access