Nortel Networks BCM1000 - Manual (Page 81)

Chapter 1 Introducing the Business Communications Manager 81
Installation and Maintenance Guide
• Call Center Set Up and Operation Guide
— Nortel Networks Call Center (requires keycode)— this Automatic Call Distribution
(ACD) system provides tools for handling incoming calls to an agent network. The
application also provides administration, supervision, and reporting tools.
— Nortel Networks Professional Call Center (upgrade) (requires keycode)— this is an
expanded version of the basic Call Center application.
• Call Center Reporting Set Up and Operation Guide
Nortel Networks Call Center Reporting (requires keycode) monitors the statistics of a call
center. This application is also compatible with IP wallboards from Itel and SYMON.
• Call Detail Recording System Administration Guide
Call Detail Recording (no keycode required) records and reports call activity from the Business
Communications Manager. You can create reports from this information to help you manage
system usage effectively.
• CallPilot Reference Guide
CallPilot is a core Business Communications Manager application. It works with the telephone
system to provide automated receptionist service by answering incoming calls and routing
them to telephones or mailboxes on the system. This guide explains how to use the CallPilot
application.
• CallPilot Manager Set Up and Operation Guide and CallPilot Programming Record
— CallPilot Manager is the web-based application that you use to set up and administer
CallPilot.
— Automated Attendant is the CallPilot answering service that answers incoming calls with a
Company Greeting, plays a list of options to a caller, and performs call routing functions
in response to caller selections.
— CallPilot (requires keycodes for additional voice mailboxes) provides a voice mail
application as part of the core Business Communications Manager programming.
CallPilot provides voice messaging, Automated Attendant, and Custom Call Routing
features for Business Communications Manager telephony services.
— Voice Mailbox Expansion (requires keycode) allows you to add extra mailboxes to your
voice messaging system. The application comes with a keycode that defines how many
extra mailboxes are allowed.
• CallPilot Fax Set up & Operation Guide and CallPilot Fax User Guide
Fax Suite (requires keycode), a CallPilot optional feature, delivers fax messages to CallPilot
mailboxes. Users can use the application to send and retrieve fax messages as easily as they
send and retrieve voice messages.