Q: We just got a new Call Pilot system to replace our ancient Octel voicemail. The Octel was well-liked but we opted to replace instead of upgrade. I don’t see a way to give a tutorial on Call Pilot, and it’s important to have the users record their greetings in their own voice for callers. How can I get Call Pilot to do a tutorial like Octel does?
A: You can’t. Call Pilot has its flaws and one of them is that it doesn’t have a tutorial function that can step the users through setup. There are a couple of options you should check, though, in the Mailbox Classes. For each of the Mailbox Classes with mailbox users, be sure to check “Mailbox Access requires Personal Verification” in the top section. This forces the user through recording his or her name when setting up the mailbox. Even if the user doesn’t record a greeting, the name plays to callers. That gives at least a minimum of certainty to the caller that he or she has reached the correct mailbox.
You may also want to look into using an Alternative User Interface to provide one that’s similar to Octel. I haven’t tried it, but it may be worth looking into.
Q: Is it true that Nortel is working on a Graphical User Interface to program sets on the PBXs to replace OTM/TM? Will TM go away?
A: If you buy the COTS (Commercial Off-The-Shelf) Signaling Server for Succession 5.0 andget the one with Linux operating system, the Element Manager in it will allow you to administer sets. My information indicates it even allows you to change one type of set to another. It apparently accomplishes this by directly accessing the PBX database, not through a goofy human interface like OTM (Optivity Telephony Manager)/TM (Telephony Manager). This is a significant improvement for administrators who want a GUI alternative to the traditional Command Line Interface. I’m looking forward to experimenting with it when I get a chance. Note that the literature specifies it only comes in the COTS with Linux. The other Signaling Servers will not have it, at least for now.
I’m hoping this will become the normal way to administer the machine, with CLI as a backup for those of us who know it. Like I said, I haven’t played with this application, but I’m impressed with the ease of using the Element Manager on BCM so I have high hopes for it.
Q: I have users on my Succession 3.0 with a cordless (analog) phone who want to put calls on hold and transfer calls, but the phone doesn’t have buttons like a digital set. Can they do it?
A: Analog set features go back to the earliest SL-1 systems and they are still included in today’s Succession systems. Some of them have changed but the ones you want are the same as always. They all rely on the analog port being programmed with CLS XFA (it allows the flash), so make sure you have it programmed on the set(s). For Hold, you will need FTR PHD. For Speed Call you will need FTR SCC or SCU or SSC followed by the list number.
To put a call on hold just “flash,” press #4 and hang up. The caller will hear your music on-hold (if you have it), and all you do is pick up the phone to reconnect to the caller. The call will ring back after awhile (there’s a system setting for the timer) to remind your user to go back to the call.
Transfer is very easy. Just “flash,” dial the number you want to transfer to, and wait for the caller to answer (you wouldn’t want to do a blind transfer with a customer on the phone, would you?). Once you confirm the called party wants to accept the call, hang up. If the called party does not want to talk to the caller, wait for him to hang up first, then you will be reconnected to the caller.
Speed call is another feature you may want to make available. Programming the speed call list is pretty unwieldy for an analog user, but using the list is easy enough (share the list with a digital set that has a display). For a SCC (Speed Call Controller) or SCU (Speed Call User), lift the receiver and dial “#3” followed by the bin number in the speed call list. The system dials the number.
System Speed lists can also be used. The user dials the SPRE (System PREfix) plus 73 and receives dial-tone. Then he dials the bin number and the system calls the number. Remember, you can have the system programmed to override dialing restrictions in system lists, so the user can be allowed to dial long-distance numbers that would normally be restricted. This feature can be useful to allow the phones to dial a company office in an area that would normally not be dialable from that phone.
Reach the author at philruffin@hotmail.com.
© 2008 Telecom Reseller. All Rights Reserved.