Nortel BCM 2. Call Center Administrator guides takes you through setting up and operating Basic Call Center on a Callpilot system. Using either any two-line display telephone or the web-based Callpilot Manager to set up and operate Basic Call Center. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be assigned priorities and overflow can go to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements and informative messages.
Nortel Networks Corporation, first founded as Northern Telecom Limited, is a multinational telecommunications equipment manufacturer headquartered in Toronto, Ontario, Canada. They made many large and small business PBX systems and were for a long time a leader in the telecom industry.
On January 14, Nortel filed for bankruptcy protection in order to restructure its debt and financial obligations. You must assign a Class of Service to the Guest mailbox.
When you assign a Class of Service to a Guest mailbox used as an order mailbox, choose a Class of Service that has the maximum mailbox greeting and message time available. Information mailboxes Information mailboxes play an informative message to callers who access it. An Information mailbox must be initialized before it can play an information message.
Callers cannot leave messages in Information mailboxes. Information mailboxes do not have operating extensions. Information mailboxes are maintained by the System Administrator or a mailbox owner.
Information mailbox Greetings can be recorded by you or by the person assigned the Information mailbox. Record a statement in the Company Greeting that tells callers to press zero to reach company information. Instead of entering values for several features, you can select the COS appropriate for a mailbox.
You enter the COS when you add the mailbox and the system uses the associated values. Class of Service features Prompt language If you select bilingual operation, Classes of Service 1, 3, 5, 7, 9, 11, 13, 15 use the Primary Language, and Classes of Service 2, 4, 6, 8, 10, 12, 14, 16 use the Alternate Language. Mailbox message time The total message time available to a mailbox. The maximum message time is minutes. The message is stored in the mailbox, but cannot be played, copied or saved until a saved message is deleted.
Message length The maximum length of an incoming message. Message length is from 1 to 30 minutes. Message retention period The number of days messages are saved in a mailbox. Greeting length The maximum length of a mailbox greeting. Greeting length is from 1 to 30 minutes. Off-premise Message Notification Redirects messages to another extension, telephone number or pager.
Dialing restrictions that apply to outdial lines apply to Off-premise Message Notification. Retry intervals For Off-premise Message Notification, the minutes between attempts to notify the recipient of a new or urgent message. The retry interval is from 1 to minutes. Number of attempts For Off-premise Message Notification, the number of attempts the system makes to notify the recipient of a new or urgent message.
The number of attempts is from 1 to Outbound Transfer Lets a caller who reaches a mailbox transfer to an external telephone number or an extension. Incorrect password attempts The maximum number of incorrect password attempts before a mailbox owner is locked out of their mailbox.
The incorrect password attempts are from 4 to Password Expiry The maximum length of time a mailbox password is active. Networking If the Message Networking option is installed, lets callers send messages to mailboxes at various sites on a communication network. Otherwise, callers are directed to the Target Attendant specified in the Greeting Table.
Call Record Lets subscribers use the Call Record feature. User Interface The user interface used for the mailbox. When you add a mailbox, you can change these options without changing the Class of Service.
Company Directory The Company Directory is an internal list that contains the names of mailbox owners with initialized mailboxes who are assigned to the directory. When you add a mailbox, you determine whether the mailbox appears in the Company Directory.
Even if you do not include a mailbox in the Company Directory the mailbox owner must still record their name when they initialize their mailbox. Message Waiting Notification Message Waiting Notification gives subscribers a visual indication on their telephone display that they have new messages.
Message Waiting Notification is enabled by default. Guest Mailboxes do not have an operating extension. The values available are None, Line, Pool or Route.
Until you assign a line or line pool as the Outdial route for a mailbox, the mailbox owner can use the Reply feature to reply to calls from internal extensions only, Off-premise Message Notification for internal extensions only and Outbound Transfer for internal extensions only. When you assign an Outdial route, the dialing is done by the extension the system is connected to, not by the display telephone. You can apply dialing restrictions to display telephones and the extensions connected to the system.
If you set the Outdial route to anything but None, there is a potential for unauthorized long-distance dialing. You can prevent this by creating outdialing restrictions.
Alternate extensions You can assign up to two alternate extensions to each Subscriber Mailbox. If a caller dials the main extension the mailbox that has alternate extensions assigned , the call rings at the main extension only. Only extensions that do not have a mailbox assigned can be used as an alternate extension. There are no default alternate extensions for Subscriber mailboxes. Alternate extensions receive the same Message Waiting Indication and Caller Display information as the primary extension.
Instead of assigning an extension number to the Subscriber mailbox, assign an Express Messaging Line. If you assign an Express Messaging Line, voice calls are left in the Subscriber Mailbox without ringing at the set.
Inform the subscriber that they should frequently check their mailbox for messages because they do not receive Message Waiting Notification. Note: The exception to this is if alternate extensions are assigned an Answer DN for the main extension. Answer DNs are assigned to extensions in system programming.
For more information refer to your system documentation. Give the corresponding seven digit phone number associated with the line you assign as the Express Messaging Line to the subscriber. For example, if line 20 is the Express Messaging Line and the corresponding phone number is , give this phone number to the subscriber. After you assign a line to a mailbox, you cannot use the line for another function until you remove it from the mailbox.
The Express Messaging default is none. Call Screening Call Screening lets subscribers determine who is calling before they accept a call.
Call Screening is useful if there is no Caller ID available. If a caller is calling from a line for which the mailbox owner has recorded a Personal Mailbox Greeting, Call Screening is bypassed and the call transfers without delay. The caller cannot interrupt this prompt by pressing DTMF. The call is parked as long as there are not already 25 calls parked. While a call is parked the caller hears a hold tone or music on hold, depending on your system configuration. If the page is unsuccessful because the paging facility is busy with another page, the system waits five seconds and retries the page every five seconds until the paging facility is available or the call park timeout expires, whichever occurs first.
CallPilot does not retry the page after the call park timeout is reached. The park string is played in the standard voice prompts, or customized digits, if you have recorded them. Outdialing is done by the extension that CallPilot is connected to.
For additional information, refer to your system documentation. If you change the park prefix you must wait 15 minutes for the change to take effect. If you want the change to be effective immediately, you must reboot your system. A mailbox cannot receive and store messages and does not appear in the Company Directory until it is initialized. This helps you to identify the mailbox type. The name can be a maximum of 16 characters. This screen does not appear if you are creating a Guest mailbox.
Line numbers must be between 1 and If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on. This display does not appear unless you assigned an Alternate extension. If you chose overhead paging SPKR in the previous step, this step does not appear.
The range is seconds. Enter the System Administrator mailbox number and password, and then press OK. This helps you identify the mailbox type. Assign a Class of Service that has the maximum message length. To accommodate an average Information Mailbox recorded message, assign a Class of Service of either 7 or 8. These Classes of Service have a greeting length of 10 minutes. Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you define.
You must use extensions that are not already assigned to mailboxes. You can add mailboxes only for the amount of working telephone numbers that have specific extensions on your system. You cannot add more mailboxes if you reach the maximum number of mailboxes or software authorization code limit for your system.
To make the most effective use of adding multiple mailboxes, identify people who need a non-standard Subscriber mailbox. Create these mailboxes individually. Use Add Many Mailboxes to add the remaining mailboxes. This option does not appear as a display button option. Chapter 4 Working with mailboxes 37 CallPilot Telephone Administration Guide About mailbox passwords Each mailbox is protected by a password established by the mailbox owner.
When you add a mailbox to CallPilot Manager, the password is assigned. This is the default password. To use a mailbox, a mailbox owner must change the default password. The new password must be four to eight digits in length and cannot start with a zero.
If a mailbox owner cannot remember the password, you can reset the password to the default password Incorrect password lock-out In its Class of Service each mailbox is assigned a maximum number of incorrect password attempts.
CallPilot records the number of incorrect attempts from the last time the mailbox was accessed successfully. The mailbox cannot be opened until the password is reset. Password expiry In its Class of Service each mailbox is assigned the maximum number of days a password remains active. If the maximum number of days is exceeded, the mailbox password expires.
The mailbox owner can open the mailbox, but cannot access messages or perform other mailbox functions until they change the password. You must change your password. Warning: Change the System Administrator password frequently to minimize the risk of unauthorized activity.
Warning: Set the Class of Service for password expiry to a low value so that mailbox owners must changed their password frequently. A mailbox with a Class of Service with a high or indefinite password expiry interval setting is vulnerable to unauthorized access. The password for a reset mailbox is Mailbox owners cannot access their messages until they change the default password. After you reset a mailbox password, tell the mailbox owner to change the default password as soon as possible.
While the mailbox has the default password, the mailbox is vulnerable to unauthorized access. Steps 22 through 26 appear only if the mailbox has Alternate extensions. If not, go to step For Outbound Transfer to function properly , you must have a greeting recorded. When you set up Outbound Transfer, you can add speci al characters to the destination number. Special characters are pauses or other dialing instr uctions that you can add if they are required to.
Follow the voice prompts or press ADD to add special characters to a destination telephone number. Message Notification. A destination telephone or pager number cann ot be longer than
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