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Nortel Networks P0990474 03 manual

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Table of contents for the manual

  • Page 1

    P a rt N o . P09 9 04 7 4 0 3 CallPilot Mini/CallPilot 150 Installation and Maintenance Guide Return to Menu[...]

  • Page 2

    2 P 0 99 0 474 0 3 Cop yright © 2001 Nor tel Net w orks All righ ts reserved. May 17, 2002. The info rmation i n this document is subject to ch ange wit hout no tice. The stateme nts, configurations , te ch nical data, a nd recommenda tions in this document are be lie v ed to be accurate and reliable, but are presented without expres s or implied [...]

  • Page 3

    3 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Befo re you be gin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 T e[...]

  • Page 4

    4 P 0 99 0 474 0 3 Chapter 3 Preparing to i nst all the CallPilot Mini/CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . 21 Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Electr ical ser vice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

  • Page 5

    5 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 7 P assw ord administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Resetting passw ords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 9 Resetting the sy[...]

  • Page 6

    6 P 0 99 0 474 0 3 Inactive f eature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 8 Time o n the CallPi lot Mini/Call Pilot 150 doe s not m atch the t ime on the telephone system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 7

    7 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Figur es Figure 1 Inside th e CallPi lot Mi ni/CallPilo t 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Figure 2 Mounting the CallPi lot Mini /CallPil ot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Figure 3 CallPil ot Mini/Ca l[...]

  • Page 8

    8 P 0 99 0 474 0 3[...]

  • Page 9

    9 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Ta b l e s T ab le 1 T elephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 T ab le 2 CallPil ot features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 7 T ab le 3 Compatible Mer idian[...]

  • Page 10

    10 P 0 99 0 474 0 3[...]

  • Page 11

    11 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Preface The Cal lPilot Mini/ CallPilo t 150 is a voi ce messagin g product s uited for sma ll to medium sized bu sines ses. It combin es the v oicemail and call process ing featur es of a lar ge b usiness system in to a comp act, ea sy to us e sy ste m. Bef ore y ou begin Thi[...]

  • Page 12

    12 Pr eface P 0 99 0 474 0 3 Abou t the b utt ons on y our t eleph one This guide sho ws the Business Seri es T e rmin al b utto ns. T able 1 sho ws which b uttons to use on the dif ferent types of Nort el Ne tw orks te lephones. Y ou can ente r ≤ , ƒ or ƒ and the code to use a feature . For e xample: Press ≤·°⁄ to access your mailbox. Th[...]

  • Page 13

    Preface 13 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e • Nortel Ne tworks Call Center Report ing Set Up and Ope ration Guide Pro vides instr uctions for set ting up the Call Cent er Report ing featu re on CallPil ot 150. Ho w to Get Help USA and Canada A ut horized Distrib utor s - IT AS T echnical Support T el ephone :[...]

  • Page 14

    14 Pr eface P 0 99 0 474 0 3 email : emeahe lp@norteln etworks .com CALA (Caribbean & Latin America) T echnical Suppor t - CTAS T el ephone : 1-954-85 8-7777 email : csrmgmt@nort elnetw orks.com AP A C (Asia P acific ) T echnical Suppor t - CTAS T el ephone : +61 388664627 F a x: +61 388664644 email : asia_su pport@nort elnetwo rks.com[...]

  • Page 15

    15 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 1 Ho w to use this guide This guide e xp lai ns : • what Call Pil ot Mini/Call Pilot 150 is • how to insta ll Cal lPilo t Min i/Cal lPi lot 15 0 • how to ini tializ e Call Pilot Mini/Ca llPil ot 150 • ho w to trouble shoot Call Pil ot Mini/Call Pilot 150 Ho w [...]

  • Page 16

    16 Chap ter 1 H ow to use thi s guide P 09 9 04 7 4 0 3 Ho w the instructions a re presented The t asks i n this book ar e present ed as step-b y-step i nstructi ons, in the order you must carry t hem out. W arning and caution symbols Someti mes you will see sy mbols w arning y ou to be careful. These symb ols include : Before you begin a ny task, [...]

  • Page 17

    17 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 2 System o ver vie w About CallPilot Mini /CallPilot 150 The Cal lPilot Mi ni/CallPilo t 150 is a voi ce messa ging produc t suited for small to medium sized bu sines ses. It combin es the v oicemail and call process ing featur es of a lar ge b usiness system in to a [...]

  • Page 18

    18 Chap ter 2 Syste m overv iew P 0 99 0 474 0 3 Compatibility Meridian 1 systems compat ible with CallPilot Mini The Cal lPilot Mi ni can connect to these Meridian 1 telephon e systems: Nor star systems compatible wit h CallPilot 150 The Cal lPilot 1 50 can conne ct to the se Norstar telephon e systems: Har dware o ver view The CallPi lot Mini/Cal[...]

  • Page 19

    Chapter 2 Syst em overview 19 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Figure 1 Inside the Call Pilot Mini/Cal lPilot 150 PCMC IA s lots The CallPilo t Min i /Ca ll P il ot 150 ha s two PCMCIA slot s. • The b ott om slot is used for th e feature ca rtridge . The feature ca rt ri dge is the de vice that st ores the Ca[...]

  • Page 20

    20 Chap ter 2 Syste m overv iew P 0 99 0 474 0 3 V oice m essage storage The voic e me ssag e stor age i s the amo unt o f mem ory tha t Cal lPi lot Mini /Ca llPil ot 1 50 has to st ore greeti ngs and v oi cemai l me ssa ges . The Cal lPilot Mi ni/CallPilo t 150 pr ovid es 24 hours of voi ce message stor age. W ith the o ptional message stor age up[...]

  • Page 21

    21 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 3 Preparing to install the CallPilot Mini/CallPilot 150 This chapter explains what you nee d before you install the CallPilot Mini/CallPi lot 150. En vironment Make su re th e inst alla tion a rea is: • clean, f ree of dus t, dry and well v entilated • between 0 a[...]

  • Page 22

    22 Chap ter 3 P rep aring to inst all the Call Pilot Mini/ CallP ilot 1 50 P 0 99 0 474 0 3 Managing the CallPilot system CallPil ot Mini is manag ed using Cal lPilot Man ager. Y ou require a LAN conne ction to the CallPil ot Mini to use CallPilot Mana ger. CallPil ot 150 is managed us ing a telepho ne o r Ca llPilot Manager, dependi ng on whether [...]

  • Page 23

    23 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 4 Installin g CallPilot Mini/CallPi lot 150 This chapter de scribes install ing the Cal lPilot Mini/CallPi lot 150 o n a wall and p owering it up. W all m ounting the CallPilot Mini/CallPilot 150 F ol lo w this procedure to mount th e CallPilot Mini/C al lPilot 150 on[...]

  • Page 24

    24 Chap ter 4 Install ing CallPi lot Mini /Cal lPilot 150 P 0 99 0 474 0 3 Connecting th e CallPilot Mini/CallPilot 150 1 Open the CallPil ot Mini/Cal lPilot 150 by in serting a flat scre wdri ver in to the slot on t he right- hand side of the door and pr ess ing the t ab out o f the wa y . Figure 3 sho ws the inside of the CallP ilot hous ing and [...]

  • Page 25

    Chapter 4 Installin g CallPilot Mini /Call Pilot 150 25 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Figure 3 CallPi lot Mini /CallPil ot 150 con nections Cable trough Power 9V DC Port A TCM 1, 3 Port B TCM 2, 4 Ethe rnet p ort Cable en try slot Status indic ator lights[...]

  • Page 26

    26 Chap ter 4 Install ing CallPi lot Mini /Cal lPilot 150 P 0 99 0 474 0 3 Figure 4 Connecti ng the EMC Kit to the CallPilot Min i cabl es EMC Kit[...]

  • Page 27

    Chapter 4 Installin g CallPilot Mini /Call Pilot 150 27 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e CallPilot Mini/CallPilot 150 LEDs When the Cal lPilot Mini/Cal lPilot 150 starts up, the LEDs change to indicat e where the CallPil ot Mini/Cal l Pilot 150 is in the start up proc es s. Ta b l e 6 shows the or der in whic h[...]

  • Page 28

    28 Chap ter 4 Install ing CallPi lot Mini /Cal lPilot 150 P 0 99 0 474 0 3[...]

  • Page 29

    29 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 5 Initia lizing the CallPi lot Min i/Ca llPilot 150 After you install and power up the CallPilot Mini /CallPilot 150, you need to initialize it. Initi alizing t he CallPil ot Mini/CallP ilot 150 sets the system par ameters to t heir defa ult setti ngs and sets s ome g[...]

  • Page 30

    30 Chap ter 5 Initial iz ing the Ca llPi lot Mini /Cal lPil ot 150 P 0 99 0 474 0 3 Configuring th e Meridian 1 PBX to w ork with CallPilot Mini The Meridian 1 PBX uses an ACD Queue to route calls to the CallPilot Mini. An ACD Queue is a f ea ture that distribu tes ca lls to avai labl e A CD A gents . For the A C D Queue used with Cal lPilot Mini, [...]

  • Page 31

    Chapter 5 Initial izing th e CallPilot Mini /CallPilot 150 31 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e 2 Respond to th e prompts ac cording t o Table 8 . 3 Respond to th e prompts ac cording t o Table 9 . Note: For any of the pro mpts not li sted in the ta ble below, pres s the Enter key to accept t he default value. T[...]

  • Page 32

    32 Chap ter 5 Initial iz ing the Ca llPi lot Mini /Cal lPil ot 150 P 0 99 0 474 0 3 Assigning A CD A gents All of the steps below are perf ormed on the Meridia n 1 PBX usin g a termi nal co nnec tion. 1 At the main prompt ty pe, LD 11 . 2 Respond to th e prompts ac cording t o Table 10 . Note: For any of the pro mpts not li sted in the ta ble below[...]

  • Page 33

    Chapter 5 Initial izing th e CallPilot Mini /CallPilot 150 33 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Enab ling the Call Forwar d on Busy message When a ca ller dia ls a CallPil ot Mini u ser that is busy on an oth er call, the calle r is for wa rd ed to the user’s mailbox. The cal le r will al so hear a message sta[...]

  • Page 34

    34 Chap ter 5 Initial iz ing the Ca llPi lot Mini /Cal lPil ot 150 P 0 99 0 474 0 3 Initializing CallPilo t Mini/C allPilot 150 using Cal lPilot Manager To ini tialize Ca llPilot Mini/Cal lPilot 150 using Cal lPilot Manager you n eed t o: • determi ne if your computer meets the CallPilot Mana ger requirements • connect to the CallPilot Min i/Ca[...]

  • Page 35

    Chapter 5 Initial izing th e CallPilot Mini /CallPilot 150 35 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Connecting to the CallPi lot Mini /CallPi lot 150 To conn ect to t he CallPilot M ini /Cal lPilot 1 50, you need the IP ad dress o f the Cal lPilot Mi ni/ CallPil ot 150 and a connec tion to t he network t hat the Cal[...]

  • Page 36

    36 Chap ter 5 Initial iz ing the Ca llPi lot Mini /Cal lPil ot 150 P 0 99 0 474 0 3 CallPilot Mini /CallPilot 150 ser ial po rt The foll owing table shows the pin out for the CallPil ot Mini/Ca llPilot 150 serial port. Config urin g th e ter min al The term inal or ter minal emul atio n progra m you use must be VT100 comp atibl e and must su pport [...]

  • Page 37

    Chapter 5 Initial izing th e CallPilot Mini /CallPilot 150 37 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e 5 Remove po wer from the CallPi lot Min i/CallPi lot 150. 6 Reconnect power to the Call Pilot Mini /CallPilot 150. The prompt To change any of this, press any key within 5 seconds appears. 7 Press t he Enter key. The [...]

  • Page 38

    38 Chap ter 5 Initial iz ing the Ca llPi lot Mini /Cal lPil ot 150 P 0 99 0 474 0 3 Changing the IP address using an Ethernet cr ossover cable Using an Ethernet c rossover c able, you can c onnect the Cal lPilot Mini /CallPi lot 150 to y our computer. With thi s conne ction, you can use CallPi lo t Manager to change the CallPilo t Mini/ CallPil ot [...]

  • Page 39

    Chapter 5 Initial izing th e CallPilot Mini /CallPilot 150 39 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Running the Quic k Install Wizard The Quick Inst all Wizar d appea rs the fi rst time you startup Ca ll Pi lot Manag er . The Quick Install Wizard i s a si ngle p age th at gat hers enou gh inf ormati on to s et up a [...]

  • Page 40

    40 Chap ter 5 Initial iz ing the Ca llPi lot Mini /Cal lPil ot 150 P 0 99 0 474 0 3 Def ault Gate wa y En ter the IP Ad dress of t he default next-ho p router . If y ou do n ot kn ow the IP Addre ss, contac t yo ur network administr ator . Note : If you do not require a ne xt-hop router , lea ve this bo x blank. Digits per Extension Select th e len[...]

  • Page 41

    Chapter 5 Initial izing th e CallPilot Mini /CallPilot 150 41 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e T able 14 Qu ick Install Wiza rd parameters f or a CallPi lot 150 Field name Description IP Address Enter t he IP Address for the CallPilot 150. If y ou do not kno w the IP Address , contac t yo ur netw ork adminis tr[...]

  • Page 42

    42 Chap ter 5 Initial iz ing the Ca llPi lot Mini /Cal lPil ot 150 P 0 99 0 474 0 3 4 Click th e Insta ll button. 5 If you are initi al izing a Cal l Pilot Mini , reboot the Call Pil ot Mini. You can now start programming the CallPilot paramete rs . For infor mation about how to program CallP i lot, r efer to th e CallPilot Manager Se t Up and Oper[...]

  • Page 43

    Chapter 5 Initial izing th e CallPilot Mini /CallPilot 150 43 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Initializing CallPilot 150 using a telephone To initi alize Call Pilot 150 y ou need to: • determi ne the Call Pilot 150 Feature Cod es • conf igure the CallPilot 15 0 init ial para meters Determining CallPil ot 1[...]

  • Page 44

    44 Chap ter 5 Initial iz ing the Ca llPi lot Mini /Cal lPil ot 150 P 0 99 0 474 0 3 3 Press NEXT to show the next Featur e Code used by CallPilot . Record this co de in Table 15 and on th e CallPi lot Progr amming Reco rd or th e Call Center Prog ramming Record . 4 Repe at ste p 3 unt il y ou reac h the fi nal Fe atu re C ode. 5 Press QUIT to end t[...]

  • Page 45

    Chapter 5 Initial izing th e CallPilot Mini /CallPilot 150 45 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e You can now start programming the CallPilot paramete rs . For infor mation about how to program the C al lPilo t, ref er to th e CallPil ot Set Up and Operatio n Gui de . 7. Press CHNG to t oggle the settings betw een[...]

  • Page 46

    46 Chap ter 5 Initial iz ing the Ca llPi lot Mini /Cal lPil ot 150 P 0 99 0 474 0 3[...]

  • Page 47

    47 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 6 Langua ge Configuration Utility The Cal lPilot Mi ni/CallPilo t 150 has two l anguage s availab le for tex t and vo ice prompts. The Language Conf iguration Uti lity al lo ws you to change the two la nguages th at are a v ailabl e. The co mputer you u se to r un the[...]

  • Page 48

    48 Chap ter 6 Lang u age Confi gurat ion Utility P 0 99 0 474 0 3 15 Chec k the info rmat ion th at app e ars on th is scre e n . If the i nform atio n is corre ct, clic k th e Finish but ton. If the inform atio n is no t corr e ct, c lic k th e Back button and cor rect the in formati on bef ore proceedi ng. A dialog b ox appears when the langua ge[...]

  • Page 49

    49 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 7 P a ssw or d administration Resetting p as swords This sectio n ide ntifies ea ch typ e of C al lPi lo t pass wo rd and how to re s et it if the own er forgets it. Resetting the system administr ator pass w or d This is the pa ssword the s yst em ad min istrat or u [...]

  • Page 50

    50 Chap ter 7 Passw ord a dmini stra tion P 0 99 0 474 0 3 Resetting the operator passw ord (CallPilot 150 onl y) The opera tor passw ord is used to ga in access to operator ma nag er functions, such as open and close b usines s, ch ange attenda nt DNs and ena ble and dis able call answeri ng. Resetting the pas sw ord using CallPilot Manager 1 Log [...]

  • Page 51

    Chap ter 7 Password admi nistratio n 51 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Resetting the Mailbo x passw ords The M ailb ox p asswo rd a llows user s to acce ss t hei r mail box. Resetting the pas sw ord using CallPilot Manager 1 Log on t o CallPil ot Manage r. 2 Click th e Mailbox Admini str ation heading . 3 Cli[...]

  • Page 52

    52 Chap ter 7 Passw ord a dmini stra tion P 0 99 0 474 0 3 5 Enter t h e pass wo rd again in th e Co nfirmati on box. 6 Click th e Submit b utton. Resetting the Modem access pass wor d This passwor d is use d to acces s CallPilot o ver a dialu p connecti on. 1 Log on t o CallPil ot Manage r. 2 Click th e Conf iguration head ing. 3 Click th e Acce s[...]

  • Page 53

    53 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 8 Bac king up and restorin g CallPilot Using the Cal lPi lo t tools, you can: • bac k up C a llP ilo t info r m at ion • res to re Ca llPilo t inform at io n • retri e ve th e CallPilot log f iles T o use th e se f eat ur es, you must insta ll the Cal lPi lo t B[...]

  • Page 54

    54 Chap ter 8 Backin g up an d res toring Cal lPilot P 0 99 0 474 0 3 Before yo u backu p the CallPilot information, make s ure you ha ve enough disk space a vailable o n the di sk you a r e using to sto re the ba c kup i nfor mati on. Ta b l e 1 6 shows the maximum amount of disk spa ce required for ea ch backup. T o bac k up the CallPi lo t infor[...]

  • Page 55

    Chapter 8 B acking up and r estorin g CallPi lot 55 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e 9 Click th e Backup opti on. 10 In the L ocal Folder box, e nter the path name of the di re ct ory o n your compu ter in w hi c h you wan t to store t he Call Pilot infor mation. 11 In the CallPilot 150 ho stname or IP addr ess[...]

  • Page 56

    56 Chap ter 8 Backin g up an d res toring Cal lPilot P 0 99 0 474 0 3 T o res tore t he Call Pilot info rmat ion: 1 Start y our web b r owse r. 2 Log on t o CallPil ot Manage r. 3 Click th e Operations heading. 4 Click th e Backup/Re store li nk. 5 Click th e Pr oceed b utton. 6 Close your web bro wser . 7 Start t he CallPi lot Bac kup and Restore [...]

  • Page 57

    Chapter 8 B acking up and r estorin g CallPi lot 57 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Retrieving the CallPilot log files The C allP ilot log files a re a t ool use d by yo ur Nortel Netwo rks rep rese ntati ve to h elp diag nose a CallP ilot p rob lem. T o retrie ve the CallPi lot lo g fi le s: 1 Create a direc [...]

  • Page 58

    58 Chap ter 8 Backin g up an d res toring Cal lPilot P 0 99 0 474 0 3[...]

  • Page 59

    59 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 9 Upgrad ing Ca llPilot Mi ni /CallP ilot 150 This se ct ion desc ribes how to upgrade th e Cal l Pi lot Mi ni /Ca llP ilo t 150 . Y ou c an upg ra d e: • the C al lPi lo t so ftware • the messa ge storag e Upgrading the Call Pilot software version Make sur e that[...]

  • Page 60

    60 Chap ter 9 U pg rading CallPilot Mini/Call Pilot 150 P 0 99 0 474 0 3 7 W ait un t il the LED turns on. 8 Unplug the po wer connect or from the CallPilot Mi ni/Cal lPilot 150. 9 Press the ej ect butto n on th e top PCM CIA slot to re move the upg r ad e ca rt rid ge . 10 Rest ore power to the C al lPilo t Mini/C al lPilo t 150. The CallPi lot Mi[...]

  • Page 61

    Chapt er 9 Upgra ding CallPi lot Mini /Call Pilot 150 61 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e 6 Connec t po wer to the CallP il ot Mi ni/ C al lP ilot 150. The Cal lPilot Mi ni/CallPilo t 150 will reboot . 7 Use Ca llP ilot Manag er to chan ge the Country se tt ing to the co u ntry th a t was se le c ted befo re th[...]

  • Page 62

    62 Chap ter 9 U pg rading CallPilot Mini/Call Pilot 150 P 0 99 0 474 0 3[...]

  • Page 63

    63 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Chapter 10 T roub lesh ooting Intr oductio n Troubles hooting Cal lPilot Mini /CallPil ot 150 prob lems involves determ ining the symptoms and diagnosi ng the cause of t he pro blem. A pro ble m ca n be th e r e sult of mo re than one com ponent fa ilu r e. Diag no s ing a C [...]

  • Page 64

    64 Chap ter 10 T roubl esh ooting P 0 99 0 474 0 3 If ther e is no r esponse, th is ind icates t hat Cal lPilot 150 is not f unctioni ng. Refer to “C allPil ot Mini/Cal lPilot 150 do es not fu nctio n at all” on page 64 . If CallPilo t 150 res ponds with the app ropriate pr ompt, there is a communication proble m on the seria l port . Continue [...]

  • Page 65

    Chapter 10 Troublesho oting 65 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e • po wer su pply cord i s connect ed to the CallPilot Mini/Ca llPilot 150 mo dule • CallP il ot Mini/CallP ilot 150 module is getting po wer from the A C socket 4 Unplug the module and open the front cov er. Remove the feat ure cartr i dge and [...]

  • Page 66

    66 Chap ter 10 T roubl esh ooting P 0 99 0 474 0 3 General Deli ver y Mailbo x greeting plays when y o u dial the V oicemail DN on CallPilot M ini You must r eboot the CallPilot Mini af ter using the Quic k In stall Wi zard. This ensure the CallPilot Mini is usi ng th e cor re ct Voic emai l DN. All of the mailb oxes disappear after a software upgr[...]

  • Page 67

    Chapter 10 Troublesho oting 67 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e CallPilot 150 does not rebo ot follo wing **ST ARTUP Followin g a **STARTUP of the KSU you must manua lly reboot a nd reset Ca llPilot 150. For infor mati on ab out r ese tting C allPi lot, refer to the CallPilot Ma nage r Set Up and Operation Guid[...]

  • Page 68

    68 Chap ter 10 T roubl esh ooting P 0 99 0 474 0 3 Inactive f eature Maint enanc e of the CallPil ot 150 insta llat ion is req uired if you at temp t to initiali ze the system and the dis play shows: Should th is occ ur: 1 Check the wir ing at the distribu tion block, then ente r the System Administ ration Featur e Code. The d efa ult co de is ≤?[...]

  • Page 69

    Chapter 10 Troublesho oting 69 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e LED 1 is blinking qui ck ly If LED 1 is blinking quickly, the Bootloader has encountered an error. 1 Make sure the feature cartrid ge is in t he bottom PCMC IA slot an d it is seated properly. 2 Make sure no o ne is logge d into Norstar Remo te Uti[...]

  • Page 70

    70 Chap ter 10 T roubl esh ooting P 0 99 0 474 0 3[...]

  • Page 71

    71 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Appe nd ix A Modem Acce ss When the re is no acce ss to the Cal lPi lot Mini/CallPilot 15 0 using a LAN conne ct ion or the serial port, you can use the modem to access to CallPi lot Mini/Ca ll Pilot 150 . Configuring y our compu ter to access the C allPilot modem To configur[...]

  • Page 72

    72 Modem Access P 0 99 0 474 0 3 If your computer has a modem with one t e l ephon e c a bl e connector , you need to use a telephone line spli tter. To connect the line splitter: 1 Disconnec t the telep hone line for th e modem from the wall outlet . 2 Inser t the lin e split ter in to th e w all ou tlet. 3 Conn e ct th e tele p ho ne lin e for t [...]

  • Page 73

    Mod em Acce ss 73 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e 3 In the Advanced options box, sele ct th e Log on to network opti on: 4 In the Advanced options box , clear t he following opti ons: Ena ble s oft ware co mpres sio n Requir e encrypted password Requir e data encry ption Reco r d a log file fo r thi s conn e c[...]

  • Page 74

    74 Modem Access P 0 99 0 474 0 3 Configuring the Di al-Up Networking TCP/IP parameters on Windows NT 4.0 1 Click th e Config ure button. 2 Click th e Init ial speed drop li st an d the n cl ick 11520 0 . 3 Select the Enable hardware flow contr ol option. 4 Clea r the foll owing opt ion s: Enable modem error cont rol Enable modem compression 5 Click[...]

  • Page 75

    Mod em Acce ss 75 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Creating a Dia l-Up Networking connection o n Windows 2000 1 Click th e Start button an d then cli ck Programs . 2 Click Acc essories and t hen clic k Communic ations . 3 Click Net work and Dial- Up Connections . The Network and Dial-Up Conne ctions dial og box[...]

  • Page 76

    76 Modem Access P 0 99 0 474 0 3 Configuring the Di al-Up Networking TCP/I P parameters on Windows 2000 1 Right click on the Dia l-Up Netw orking connec t ion yo u cre ated for C allPilot a nd then click Properti es . 2 Click th e Config ure button. 3 Select the Enable hardware flow contr ol option. 4 Clea r the foll owing opt ion s: Enable modem e[...]

  • Page 77

    Mod em Acce ss 77 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Installi ng the N or tel Netw orks Mod em Configuration Utilit y Your modem req uires a special configur ation to acces s the Call Pilot modem. Th e Modem Configur ation Uti lity all ows you to e asily switch be tween the co nfig ura tion fo r t he Cal lPilot m[...]

  • Page 78

    78 Modem Access P 0 99 0 474 0 3 Enabling the modem on th e CallPilot Mini/CallPilot 150 You must ena ble the CallPilot modem before you acces s the system using the modem. Enab ling Modem access using CallPil ot Manager 1 Log on t o CallPil ot Manage r. 2 Click th e Config uration hea ding. 3 Click th e Acce ss Pa sswo rds link. 4 Enter a pass wor[...]

  • Page 79

    Mod em Acce ss 79 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Changing the modem access pass wor d using a telephone (CallP ilot 15 0 o n l y) Follow th is procedure to change the Modem access pass word usi ng a telephone . Disabling t he Mod em access passw ord using a telephone (CallP ilot 15 0 o n l y) Follow this proc[...]

  • Page 80

    80 Modem Access P 0 99 0 474 0 3 Connecting to the CallPilot system To connect to the CallPi lot sy stem you must: • configu re your modem to access the CallPi lot modem • connect to the Cal lPilot mode m Configuring y our modem to access th e CallPilot modem The Cal lPilot mod em requi res a spec ial conf igurati on for acc ess. Thi s requirem[...]

  • Page 81

    Mod em Acce ss 81 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e 7 Use the te lephone conn ected to you r compute r modem to dial t he CallPil ot system you want to access. 8 Whe n pr ompt ed, pres s •• , the System Coo rdinator mail box numbe r and then £ . For exampl e, ••⁄¤£. 9 Enter t he Modem Acces s pass w[...]

  • Page 82

    82 Modem Access P 0 99 0 474 0 3 Accessing th e CallPilot system using CallPilot Manage r 1 Start y our web brows er. 2 In the URL fi eld , ente r http://192.1 68.0.2 . 3 Log on t o CallPil ot Manage r When you a re fi nished with t he CallPil ot sy stem, end your connec tion to t he CallPilot modem. Configuring y o ur modem f or normal modem conne[...]

  • Page 83

    83 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Appe nd ix B Nor star Director y Numbe r s Norstar is a digita l sys tem, capable of carryin g tw o simult an eous v oic e con v ersat ions o v e r a singl e stati on port. These two voice chann els are referred to as the B1 and B2 c hannels. T here ar e times when you wil l [...]

  • Page 84

    84 Nor star Directory Numbers P 0 99 0 474 0 3 Pr o gramming CallPilo t 150 DNs to me mor y b uttons As a troublesho oti ng aid, it is he lpf ul to progra m the CallPilo t 150 DNs to appear on th e memory bu ttons of a Norst ar tel ep hone. After yo u h ave dete rmined the CallPi lot 150 DNs, progr am them onto memory buttons with indicat ors. When[...]

  • Page 85

    85 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Glossar y Administration The tasks in vol v ed in maintai ning Mail boxes , Greetings, Sk il lsets, Agents and System conf iguration. Agent An ag e nt is a pe rs on who is as sig n ed to a n sw e r calls fo r one or more Skill set s in a C a ll Center . Alarms Mess ages se nt[...]

  • Page 86

    86 Glossary P 0 99 0 474 0 3 Configuration The ta sks in vol ved i n setting u p the di ffer ent p aram ete rs of Ca llPil ot. For ex ampl e, configur in g the tele p hone lin es answ er ed by Cal lPil o t. S ee also Administration . Con ventions The w ay cer ta in inf ormation is desc ri bed. Fo r e xa mp le , using unde rl ine d text to repres en[...]

  • Page 87

    Glossary 87 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Feature Code A unique thre e-digit cod e that is use d to access Call Pil ot feat ures and options from a telepho ne. Flash Me mory Memo ry th a t stor es d at a e ven when Call P ilot Min i/Ca llPilo t 150 is resta rt ed or disconne cted fro m the po wer supply . Fl[...]

  • Page 88

    88 Glossary P 0 99 0 474 0 3 Mailbox A storage pl ace for messag es on CallPilot. Mbyte The abb r eviation for megabyte. A m egabyte is equal to 1,048,576 bytes. M egabyte i s als o abbre viated as MB. Meridian 1 A tele p hone sy ste m to whic h the Ca l lPilo t Mini conn ect s. Modem A communicat ion s devi ce that allo ws data to be e xc hanged b[...]

  • Page 89

    Glossary 89 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e RS-232 t erminal A de vice with a display , such a s a comput er or a laptop, that y ou can conne ct to the serial port of the CallPilot Min i/ CallPilo t 150. Serial cab le A cable t hat tr ansfers data one bi t at a time. This cable connects the CallPilo t Mini/ Ca[...]

  • Page 90

    90 Glossary P 0 99 0 474 0 3[...]

  • Page 91

    CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e 91 Inde x A A CD Queue, adding on Meridian 1 30 Acti ve age nts, maximum 17 Attendant DN 40, 41 Auto-At tendan t 17 B B1 and B 2 directory num bers 83 Back up, Cal lPilot informati on 53 Backup and Restor e Utility , installing 53 Base Appl ication 41 Basic call center 17 Bro w [...]

  • Page 92

    92 Ind ex P 0 99 0 474 0 3 K KSU, compatible Norstar 18 L LAN, re quirement fo r 22 Language Configuration Utility 47 Language s, chan gi ng 47 LEDs 27 error messages 68 Log files 57 M Mail b ox Keycode 40 , 42 Mailbox, resetting pass word 51 Memory b ut t ons 83 Programm ing 83 Meridian 1 A C D Queue 30 compatible version 18 conf iguring for Cal l[...]

  • Page 93

    Index 93 CallPi lot Mini /CallPil ot 150 I nstalla tion and Mainte nance Guid e Software upgradi ng 59 Storage (h ours) 17 Subne t Mask 39, 4 1 Switches Meridian 1 18 Norstar 18 Symbol s 16 System adm inistrato r passwo rd, res etting 49 System par ts, listed 18 T TCM ports location 19 pino uts 24 T emperature requi rements 21 Te r m i n a l requir[...]

  • Page 94

    94 Ind ex P 0 99 0 474 0 3[...]