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Move up to CallPilot Unified Messaging - The CallPilot advantage

Today’s enterprise can enjoy feature-rich communications across desktops and mobile devices enterprise-wide while experiencing Total Cost of Ownership (TCO) benefits and giving users easy, effective message management.

The solution: Nortel CallPilot Unified Messaging.
CallPilot 5.0 is the technological evolution of Nortel Meridian Mail that delivers superior voicemail functionality as well as advanced Unified Messaging capabilities that enable greater user productivity and cost savings. CallPilot encompasses the Meridian Mail features and functionality that organizations and their users have come to rely on and value. It also offers new capabilities that enterprises of all sizes are discovering as efficient and effective ways to enhance communications. With Meridian Mail either at End of Life or Manufacture Discontinued depending on specific system type, now is the optimal time to take advantage of the power of CallPilot Unified Messaging. This document provides a re-cap of the parity features from Meridian Mail, as well as a detailed look at the important advantages and features CallPilot brings to your enterprise that can simplify and foster collaboration while resulting in lower Total Cost of Ownership.
The power of CallPilot

Unified Messaging Stay in-the-know while on-the-go
Succeeding in a dynamic business environment demands that enterprise resources stay in-the-know while on-thego. With CallPilot Unified Messaging, voice, fax and email messages are combined within a single user interface. Users can access messages from an email client or web browser, enabling them to work more efficiently and respond faster and easier whether they are in the office, on the road or at home. Having users who can provide quick responses and accurate information to customers and colleagues creates a more collaborative environment that ultimately reduces operational overhead and increases overall productivity.

What’s more, the integrated architecture of CallPilot 5.0 means less traffic on your data network. CallPilot voice and fax messages are stored on the CallPilot server, so there is no traffic between CallPilot and the email server. Data traffic across the network occurs only when a user retrieves messages via the integrated email client or My CallPilot — a capability allowing secure web access to messages from any computer. It gives users the ability to manage their personal mailbox options, which is a valuable information management resource for your enterprise. CallPilot offers simpler and more efficient administration of the enterprise communication infrastructure as well. Easy-touse management tools and intuitive user interfaces eliminate bottlenecks created when systems administrators must handle cumbersome or overwhelming service requests. And training costs are kept at a minimum with CallPilot’s simplified user interfaces for administration, desktop and web messaging. The result is lower TCO for your enterprise.

The best of Meridian Mail… and a great deal more
CallPilot delivers on the customer driven functionality of proven Nortel messaging products and adds web-based graphical user interfaces (GUIs) to make system management easy and effective. Nortel’s evolutionary approach has resulted in features and benefits such as voice forms and shared directory number messaging that make migrating to CallPilot Unified Messaging attractive for Meridian Mail users, while providing a solution for any enterprise wanting the best available in today’s messaging solutions. Meridian Mail parity features In keeping with Nortel’s strategy of linking existing solution advantages with future capabilities, CallPilot release 5.0 builds upon Meridian Mail capabilities that customers want, including:

Enhanced Voice Forms — This classic TDM voice capability has been enhanced with advanced data Internet capabilities. It provides a method to query responses in any language and record the information into the fields of a form, offering a lower-cost alternative to implementing Integrated Voice Response (IVR). This capability drives productivity while reducing costs. It also provides the ability to service customers 24/7 and offers the enterprise flexibility in choosing how to implement the feature functionality.

• Shared Directory Number (Private) Messaging
— This popular feature, known to Meridian Mail customers as Family Sub-Mailboxes, has been expanded. CallPilot 5.0 provides the ability to collapse up to eight private mailboxes to one direct inward dial (DID) number with automated administration through a new user wizard tutorial activation capability. This feature is especially attractive for small departments or 24/7 shifts where external lines may be scarce. Examples include offering private mailboxes for nurses with a shared direct dial line for the nurses station or providing multiple college students with private messaging while maintaining a shared direct dial line for a dormitory.

• Telephone Remote Service Automation — CallPilot also offers the ability to toggle day/night service of auto-attendants. Mission-critical autoattendants by design operate every business day automatically, but inclement weather conditions or other emergencies can negatively affect skilled resources associated with these services. Enterprises can now re-direct their inbound customer calls to the appropriate night treatment from any phone, anywhere, any time of the day, or they can utilize CallPilot web access.

• Nested System Distribution Lists (SDL) — The Meridian Mail Nested SDL capability, which targets specific and deliberate messaging communications to the enterprise work force, has received a significant set of enhancements. These include a dynamic search-and-build functionality via a graphical user interface to reduce ongoing, day-to-day system distribution maintenance — resulting in administrative cost savings.

With CallPilot, these parity features have been enhanced to deliver significant enterprise productivity and extend communications reach in an array of conditions for today’s converged enterprise.

CallPilot 5.0 also offers:

• Transparency in message addressing for the large enterprise
• Ability to block composed messages and disable broadcast Message Waiting Indication (MWI) for more effective organizational communication
• Telephony User Interface (TUI) enhancements, including a near-end message recording warning that alerts customers to wrap up the message or re-record for effective communication the first time the message is deposited
• CallPilot High Availability, the first generation of this hot-standby function with mirrored disk drives, self diagnostics and redundant system failover capability

Where tradition and innovation converge

The architectural design of CallPilot was no accident. When unified messaging was on the drawing board, Nortel relied on its practice of collaborating with customers to ensure their communications needs are designed into new and evolving solutions. As a result, Nortel proudly became first in the industry to offer a unified messaging product that stores voice and fax messages on a stand alone server as requested by our customers. Today’s enterprises are reaping the benefits. For example, a CallPilot Unified Messaging application is not limited to one email manufacturer. In fact, all supported CallPilot desktop and web messaging clients can be deployed simultaneously — of tremendous value in today’s marketplace of mega-mergers and acquisitions. CallPilot is never susceptible to an email system single point of failure on any level, nor does CallPilot negatively affect the email system.

With CallPilot, the enterprise has no need to increase email storage capacity for voice and fax messages, and email technical support resources do not have to take ownership of unified messaging technology or maintenance. And since the CallPilot design integrates voice, fax and email at the PC client level, changes to the email server’s design for features or maintenance by the email manufacturer have no negative impact. CallPilot desktop messaging also incorporates the latest Microsoft Installer (MSI) technology for simplified mass client application deployment from a network server. When choosing a unified messaging application, enterprises find that another CallPilot advantage is how its architectural design applies to governance and compliance. Sarbanes-Oxley rules can require certain industries to store and maintain email messages for a significant period, and enabling authorities can subpoena the enterprise’s proprietary communications in the event of suspicious activity. Regardless of the organization’s current and future corporate governance policies, CallPilot’s storage of email, voice and fax messages on a stand alone unified messaging server provides the enterprise with transparent options to control the audit trail and be compliant, while also reducing cost of ownership.


Extended enterprise benefits with TCO advantages

Whether the enterprise is migrating from Meridian Mail or deploying its first advanced messaging solution, CallPilot Unified Messaging has far-reaching benefits that impact Total Cost of Ownership. For example, CallPilot extends networking capabilities and functionality without requiring additional hardware. The CallPilot solution supports VPIM (Voice Profile for Internet Mail) natively so that no additional off-board processors are needed. The VPIM networking protocol uses the enterprise data infrastructure to transfer messages instead of voice channels, thereby eliminating call set-up costs. CallPilot also offers integration with current technology such as the RIM BlackBerry to serve the mobile work force. With extended “Remote Notification,” users are ensured of receiving messages 24/7 regardless of their location or the device that is being used. Across the enterprise, CallPilot supports the widest range of groupware environments, including Lotus Notes, Microsoft Exchange and Novell GroupWise. CallPilot offers simplified administration, and with functionally such as Active Directory Integration, there’s no need to build user mailboxes in the system since the corporate directory does the work. All of these added capabilities lower TCO for the enterprise. What’s more, CallPilot improves security both within the operating system (OS) and the application.

Unified Messaging drives dynamic collaboration and productivity

CallPilot Unified Messaging capabilities extend benefits to the enterprise well beyond Meridian Mail features and functionality. CallPilot 5.0 preserves and modernizes the traditional voicemail feature sets to facilitate richer, more dynamic collaboration across all communications channels and devices — allowing users to respond to messages more effectively and in the most appropriate priority rather than just ‘urgent’ or ‘oldest’ first. Independent studies have shown users can cut up to 50 percent of their time accessing and responding to email, voicemail and faxes with unified messaging. Consider these examples:

• No longer retrieving faxes from a fax machine located some distance from the user’s phone saves time. In fact, saving just five minutes a work day can result in 1,200 more productive minutes a year.

• Business travel time is more productive, too, when voice and fax messages are available for download and retrieval from any recently undocked laptop. Responses can be prepared and ready for upload as soon as a network connection is re-established.

• Handsfree access to messages from a cell phone while driving turns road time into responsive time.


Continuous service and data protection

To ensure “High Availability”, CallPilot has a pair of co-located servers provisioned to act as a single server. These servers run in “Active/Standby” configuration. Software monitors the active server and automatically initiates failover to the standby server in the event of a problem. Robust and resilient, the CallPilot High Availability platform offers continuous service with less downtime, no data loss in the event of a failover and protection from the possibility of long service disruptions.

Administration made easy

The web-based management interface and advanced system tools provide greatly simplified administration with CallPilot Unified Messaging. Administration is possible from any browser-based PC, and easy-to-use standard system reporting tools allow targeting, tracking and improving administrative and feature-based performance, as well as providing CLID (Caller Line Identification) reporting for billing purposes. CallPilot has an on-demand, context sensitive help feature at the mailbox and system management levels to resolve communication and support issues immediately without an escalation beyond the first party. In addition, the CallPilot Application Builder provides a modern graphical user interface for creating caller menus and announcements and simplifying auto-attendant strategies.

Savings on switch upgrades

Migrating from legacy voicemail systems is easy using CallPilot's alternative user interface (AUI). CallPilot 5.0 can be configured to emulate legacy voicemail system keypad commands so that retraining is minimized for users. In addition, your enterprise will experience savings on switch upgrades for voicemail Incremental Software Management (ISM). There is no charge with CallPilot 5.0 for integration of digital set ISM and ACD (Automatic Call Distribution) ISM.

Upgrade and take control

A smooth transition — zero business disruption
Making the move from Meridian Mail to CallPilot is a powerful yet cost effective way to enhance collaboration among your critical resources. Plus, CallPilot 5.0 works with the widest range of leading email systems and has the greatest scalability available in a single-server solution. It’s a network friendly approach with intuitive, practical and easy-to-use interfaces for simplified administration.

Nortel, of course, offers a smooth transition when migrating from Meridian Mail to CallPilot — with a flexible strategy for porting customer-specific data. The upgrade can occur while the Meridian Mail server is running, allowing for virtually no downtime of the messaging system. For new enterprise deployments, CallPilot is a turnkey solution, shipped ready for deployment without requiring any email server integration. Bring a powerful new business dynamic to your enterprise today with CallPilot Unified Messaging — it addresses your Meridian Mail parity requirements while offering new productivity enhancements that keep your organization in-the-know. Users and administrators alike will enjoy the day-to-day benefits while your enterprise can lower its Total Cost of Ownership and increase its competitive advantage.

Supported Messaging Clients

Integrated Clients
• Microsoft Outlook
• Novell GroupWise
• Lotus Notes

Internet Mail Clients

• Microsoft Outlook Express
• Outlook 2003 in Internet mail mode
• Netscape messenger
• Netscape Mail
• Qualcomm Eudora Pro Instant Messaging
• Windows MSN-Messenger
• MCS 5100 client

Call Pilot FAQ

Does CallPilot require any software be loaded on the e-mail server?

No, CallPilot does not require any software be installed on the e-mail server. CallPilot performs message integration at the desktop. This means that voice and fax message will remain available if the e-mail server becomes disabled.

Which e-mail and Web mail clients are supported by CallPilot?

CallPilot provides the most extensive support for client environments in the industry. CallPilot supports Microsoft Outlook, Lotus Notes, Novell GroupWise, Microsoft Outlook Express, Microsoft Outlook Internet Mail, Netscape, and Qualcomm Eudora Pro.

Can Mailbox owners be notified of messages when they are off-site via telephone or pager?

Yes, CallPilot provides a variety of notification options, including PDAs, pagers, RIM devices, and cellular phones. Notification options can be configured by the user by through an intuitive Web user interface called My CallPilot.

Does CallPilot provide user mailbox administration through a Web browser?

Yes, My CallPilot allows users to manage their personal mailbox settings, distribution lists, passwords, notification options, and more.

How many distribution lists can each user have?

Each user can create up to 99 personal distribution lists. Each distribution list can support up to 200 addresses.

How are fax messages delivered?

Users can receive and send fax messages from their CallPilot multimedia mailbox. Fax messages can be delivered in one of three ways:

  • A Direct Inward Dial (DID) number which is associated with a multimedia mailbox
  • A DID number which is used for faxes only
  • A DID number that is associated with a fax auto attendant

With CallPilot fax messaging, can users create customized cover sheets and send batch faxes?

Absolutely! Administrators can create company fax cover sheets and distribute them to their users. Two generic templates are provided with the system but administrators can add a company logo or other company specific information for a truly unique cover sheet. Additionally, users can send faxes to multiple recipients using CallPilot's broadcast fax feature.

Can users call the sender of an e-mail or voice message?

Yes, users can call the sender of a voice or e-mail message by clicking an icon on their desktop. CallPilot will automatically display the caller's telephone number (if available) or the user can simply enter the telephone number and make the call. This is a great time saver!

Can administrators block the distribution of messages outside of an organization?

Yes, administrators can block the distribution of messages.

Is CallPilot supported in a Citrix thin client environment?

Yes, CallPilot is supported in a thin client environment. The CallPilot desktop messaging software can be deployed on a Citrix Metaframe terminal server that is accessible by Citrix desktop users.

Does CallPilot provide unified messaging capabilities to Macintosh users?

Yes, CallPilot provides a Web messaging interface for Macintosh users.

Does CallPilot provide support for Linux users?

Yes, CallPilot provides a Web messaging interface for Linux Mozilla and Firefox users.

Does CallPilot provide hands-free access to messages using speech recognition?

Absolutely, with CallPilot Speech Activated Messaging (SAM). Users can access their messages by using spoken commands. This can be extremely helpful while driving so that users can keep their eyes and hands on the wheel, instead of entering commands on a telephone keypad.

Will CallPilot allow users to check their e-mail via a telephone?

Yes, CallPilot provides e-mail by phone using text-to-speech technology. Users can scroll through their e-mail using spoken or touch pad commands, and listen to important e-mail. This is especially useful for workers who spend a lot of time away from the office.

Does CallPilot integrate with other voice messaging systems?

Yes, CallPilot supports Voice Profile for Internet Mail (VPIM) and Audio Messaging Interchange Specification (AMIS) networking capabilities. This allows CallPilot to send voice and fax messages between analog and digital messaging systems.

Can CallPilot be set up to network with branch offices?

Yes, CallPilot can be configured to provide centralized messaging services to branch offices through a feature called Network Message Service (NMS). Additionally, Names-Across-The-Network can be used to make the network look more transparent to users.

How does CallPilot handle caller services, such as auto attendant and fax on demand?

The CallPilot Application Builder provides a drag-and-drop graphical user interface for creating services such as auto attendant, voice menus, and fax-on-demand. Fax-on-demand allows a caller to obtain information in fax format. The fax information is stored in CallPilot and is sent, on request, to the caller's fax device. Each Application Builder configuration can be saved, for use at a later date, or portions can be re-used in new configurations.

Can the CallPilot system be administered remotely?

Yes, the CallPilot Manager Web interface allows administrators access to their CallPilot system from any location with an Internet browser. Administrators can add users, re-set passwords, access system reports, perform maintenance tasks, and more.

What types of management reports are available with CallPilot?

CallPilot Reporter provides over 50 pre-defined reporting options. Administrators can generate reports and graphs on performance, networking, outcalling, multimedia, messaging activity, bill-back, and various alerts.

How is event and alarm monitoring handled?

Events and alarms can be monitored directly on the CallPilot system or it can be set up to forward SNMP traps to an up stream management device. Remote notification can also be configured to notify an administrator via pager or telephone when critical or major alarms occur.

What types of security features are available with CallPilot?

There are a variety of security features available with CallPilot unified messaging, including password restrictions and suppression, reporting to identify unauthorized use, restricted auto log-on, name dialing restrictions, and a search tool to locate insecure or inactive mailboxes.

What operating system is provided with the CallPilot server?

CallPilot 4.0 utilizes Windows 2003 Server as its base operating system.

Will Meridian Mail migrate to CallPilot?

Yes, Meridian Mail mailbox only or mailbox and messages migration options are available. Symposium Call Center Server prompt-only migration is also available. In fact, there is a special marketing program that also allows for migrating Meridian Mail features and RTUs to CallPilot at no-charge. This offer is scheduled to expire on December 30, 2005, so take advantage of this special offer while it is still available. For more information on the Meridian Mail Investment Protection Program, contact your Nortel Networks distributor or call 1-800-4Nortel. Below is an overview of the Meridian Mail Investment Protection Program:

  • Offers investment protection by migrating "Right-To-Use" (RTUs) keycode features and capacities
  • Nortel exchanges Meridian Mail software RTUs for the CallPilot equivalent:
    • Receive equivalent software options: Networking, NMS, and Fax
    • Receive 1 CallPilot voice channel for every port of Meridian Mail
    • Receive 70 voice seats for every full service port of Meridian Mail
    • Receive 20 free Desktop Messaging sets as a bonus!
  • Requires Meridian Mail be returned to Nortel Networks within two months
CallPilot Mini
Overview

CallPilot Mini is a voicemail/Unified Messaging solution for small businesses using Meridian 1 Option 11C and Meridian 1 Option 11C Mini PBX phone systems, offering a choice between voice messaging only, or unified messaging with on-screen access to both voicemail and e-mail. CallPilot Mini supports up to 200 voice mailboxes and up to 100 unified messaging desktops.

Key Features:

  • Offers a choice between voice messaging only, or unified messaging with on-screen access to both voicemail and e-mail.
  • Supports up to 200 voice mailboxes and up to 100 unified messaging desktops.
  • Has up to 59 hours of storage in base system, expandable to 82 hours.
  • Offers Network connectivity to other AMIS and VPIM-compliant messaging systems via optional software activation.
  • Is IP-enabled with 10/100 Ethernet port for system administration, maintenance, and unified messaging.
Features & Benefits

Software Features:

  • CallPilot User Interface
  • Auto-Attendant
  • Customer Call Routing (Voice Menus)
  • CallPilot Manager - Web Based Administration
  • Personal Mailbox Manager
  • Broadcast Messaging

Call Answering Features:

  • Standard Greeting
  • Up to 3 Personalized Greetings per mailbox (CLID Based)
  • Temporary Absence Greeting w/ optional Message Blocking
  • Mark Message Private or Urgent
  • Revert to Personal or System Attendant
  • Outbound Transfer
  • Information Mailboxes

Login and Message Review Features:

  • Message Delete, Undelete, and Save
  • Message Next/Previous
  • Playback Pause/Continue
  • Skip Forward/Backward within Message
  • Volume Control
  • Message Envelope
  • Message Call Sender
  • Message Compose
  • Message Forward

Remote Notification Features:

  • New vs. Urgent
  • Phone or Pager destination
  • Ability to turn on/off
  • Time-of-Day Control
  • Supports up to 5 targets

Optional Features

  • Desktop Messaging
  • AMIS/VPIM Networking
  • Expansion to 82 hours storage

Benefits

  • First affordable Unified Messaging system for 100 users or less
  • Part of the CallPilot family of products
  • Small size: 8"x13"x2"
  • Wall or Desk-mounted
  • Frees up Slot 10 in the Option 11C Mini and Option 11C
  • Does not require Expansion Cabinet to add messaging to the Option 11C Mini
  • Simple to install and expand
Technical Specifications

CallPilot Mini release 1.6 has 8 voice ports equipped as a standard. These ports connect to 8 digital line card circuits in the Option 11C Mini or Option 11C. The technical specifications for CallPilot Mini are as follows:

  • One single base package for simplified ordering
  • 8 Ports
  • 160 Hours of Storage
  • 20 Voice Mailboxes
  • 20 Desktop Messaging Seats
  • 2 Prompt Languages per system
  • Powered by 9 VCD external AC adapter
  • Additional voice mailboxes available in increments of 5, 20, 50, 75 and 100
  • Additional desktop messaging seats available in increments of 5, 20, 50 and 75

Maximum Capacities:

Voice Mailboxes: 200
Unified Messaging Seats: 100
Ports: 8
Storage hours: 160
CCR Trees (Voice Menus): 8
CCR Levels per Tree: 10
Installed Languages: 2
Greeting Tables: 8
Company Greetings: 40
Group Lists: 99
Network Sites: 500
Simultaneous Network Sessions: 5

Networking Option:
AMIS and VPIM compliant

Compatibility:
Option 11C Mini and Option 11C with X11 release 22 or higher software.

Regulatory Requirements:
CallPilot Mini meets the IEC 950 and CISPR22 Class B regulatory requirements.

Available Languages (Max. 2 installed):

Voice Prompts

  • Arabic
  • Cantonese
  • Danish
  • Dutch
  • English (Australian)
  • English (Irish)
  • English (North American)
  • English (UK)
  • Finnish
  • French (Canadian)
  • French (Euro)
  • German
  • Italian
  • Japanese
  • Mandarin (PRC)
  • Mandarin (Taiwan)
  • Norwegian (Bokmal)
  • Portuguese (Brazilian)
  • Russian
  • Spanish (Euro)
  • Spanish (Latin American)
  • Swedish

Unified Messaging

  • Chinese (Simplified)
  • Chinese (Traditional)
  • Dutch
  • English
  • French
  • German
  • Italian
  • Japanese
  • Spanish

Supported Unified Messaging Environments:

Client Operating Systems:

  • Windows 95B
  • Windows 98 SE
  • Windows 2000 Professional
  • Windows XP Professional
  • Win NT 4.0 SP6a

Groupware Email Clients:

  • Microsoft Outlook 98 (Corporate Mode)
  • Microsoft Outlook 2000
  • Microsoft Outlook 2002 (XP)
  • Microsoft Outlook 2003
  • Lotus Notes - 4.6x
  • Lotus Notes - 5.0
  • Lotus Notes - 6.0
  • Lotus Notes - 6.5
  • GroupWise - 5.5
  • GroupWise - 6.0
  • GroupWise - 6.5

Internet Mail Clients:

  • Microsoft Outlook Express - 5.0
  • Microsoft Outlook Express - 6.0
  • Microsoft Outlook 98 (Internet Mail Mode)
  • Microsoft Outlook 2000 (Internet Mail Mode)
  • Microsoft Outlook 2002 (XP) (Internet Mail Mode)
  • Microsoft Outlook 2003 (Internet Mail Mode)
  • Netscape - 6.2x
  • Netscape - 7.0, 7.1, 7.2
  • Qualcomm Eudora Pro - 5.x
  • Qualcomm Eudora Pro - 6.0
  • Qualcomm Eudora Pro - 6.1

Thin Clients

  • Citrix® Metaframe 1.8 on Windows 2000 Server, Windows 2000 Advanced Server or Windows 2000 Datacenter Server
  • Citrix® MetaFrame XP on Windows 2000 Server / Windows 2003 Server (All Editions)

 

If you have any queries or would like more information about any of the solutions outlined, please contact us or request a call back. Alternately, you can call us on 905 695 2241 or 877 888 3588 for more immediate help and advice.
 
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