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Nortel Networks
Qustions and Answers on Nortel Startalk, Flash, NAM and CallPilot Voice Mail Systems
For Answers to other systems see the main Ask Marv Page

Questions and answers from you about the functions and operation on Nortel Norstar and BCM telephone systems.

For Norstar Telephone System question click here

Please note and disclaimer: Malicious and unauthorized access to telephone system programming can have devastating effect on a company's operation. I have, therefore, decided not to publish passwords. You will find all the default passwords in the manuals that came with your system, however your installer may have changed theses passwords to protect the system from unauthorized access. Please consult your system administrator for passwords.

If you are unfamiliar with Norstar programming, it is best hire and/or consult with a professional. Poking around can seriously inhibit the operation of your telephone system.

I have a Call Pilot voice mail, can I access my voice mail from outside the office?

This applies to ALL Norstar Voice Mail systems. Yes. You must first access the voice mail system in order to access your personal voice mail box. There are two ways to do this. If you are using a live person to answer calls, have them transfer you to your or any voice mail box. Or your call has been answered by your company's Automated Attendant
Once "in the system" press ** (* twice), you will be prompted for your mailbox number and password. Enter them both then press #.
Note: In order for access to be granted, "Retun to AA" in voice system programming must be set as Yes. If it is no your call will be disconnected when press the 1st *.

I have been "Locked Out" from my voice mail box. How can I regain access?

You have been "Locked Out" because there have been too many attempts to gain access to your mailbox with an invalid password. Access can be restored through Voicemail Programming and resetting the password.

How do I reset a lost password?

Passwords may be reset through Voicemail Programming. For all Norstar voicemail systems, from any 2 line display phone, Enter Feature 983, enter the log in password (see your system administrator for passwords) and press OK. Once on the main screen Press MBOX, CHG, Enter the mailbox number to be reset and press OK. The 1st option will be Reset Password?, you will press RESET. Press RLS to end your programming session. The mailbox password has now been restored to its default setting. On the 1st attempt to access the mailbox after a reset, the user will be prompted to change the password. The system does not allow passwords to remain at their default setting.
In addition to the above method Call Pilot users can reset passwords through the brower interface if the voicemail is connected to a data network. See your system administrator for IP address and password information.
How do I tranfer a call directly to a mailbox with first transfering to a phone?
While in a converstion press Feature 986 and then dial the mailbox number. Do not use an internal speed dial button. Do not put the call on hold.
I've made a change to my Automated Attendant and now the caller hears my old AND new greeting
This happens more often than you think. People think that a voice mail/AA setup is simple. But without complete understanding of the flow you end up with strange messages like double instructions

A typical scenerio:
A customer will have a change to make to an AA. They will go in and record the entire message in a greeting, not realizing the proper way to set up any Nortel voice mail system is to split the message up between a greeting and an AA table prompt or CCR. If the AA was setup correctly in the 1st place they will now have 2 sets of instructions (back to back).

I'm often asked why is is split? A greeting is just that a greeting "Hello thank you for calling ABC Company". The instructions for the caller are recorded in an AA table prompt or a CCR. The reason it is split is if a caller is returned to the AA the entry point is at the table not a greeting. If the entire message is recorded as a greeting, the returned caller will hear nothing. If recorded correctly the returned caller will only the instructions repeated not the entire message.