AT&T Intuity Lodging - Admin And Feature Operation Issue 1

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Page 1

Intuity™ Lodging

Administration and Feature Operations

Issue 1 June 1999

Page 2

Notice

Every effort was made to ensur e tha t the inf o r m ation in this book was complete and accu r a te at the time of printing. H ow e ver, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an

unauthorized party, for example, persons other than your compa ny’s employees, agents, subcont rac tor s, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additio na l charge s fo r you r tel ecommunications services. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system mana ge r is also r es ponsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune f ro m or will prevent unauthorize d use o f comm on-carr ier telec ommun icat ion servi ces o r facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use.

Lucent Technologies Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical support or assista nce, call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353.

This equipment returns answer-supervision signals on all DID calls forwarded back to the public sw it che d te le phone network. Permissible exceptions are:

• A call is unanswered

• A busy tone is received

• A reorder tone is received

Trademarks

DEFINITY is a registered trademark of Lucent Technologies in the U.S. and throughout the world.

AUDIX is a registered trademark of Lucent Technologies.

Ordering Information

Call: Lucent Technologies Publications Center

Voice 1 800 457-1235 International Voice 317 361-5353 Fax 1 800 457-1764 International Fax 317 361-5355

Write: Lucent Technologies Publications Center

P.O. Box 4100 Crawfordsville, IN 47933

Order: Document No. 585-313-803

Comcode 108344847 Issue 1, June 1999

For additional docum ents, refer to the sectio n entitled, “Related Documents” in “About This Book.” Y ou can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatically receive updated versions of individual docu me nts or document sets, billed to accoun t information that you provide. For mor e infor ma ti on on St an ding Orders, or to be put on a list to receive future issues of this document, please contact the Lucent Technologies Publications Center.

Federal Communica tions Commissi on S ta tement

Part 15: Class B Statement. This equipment has bee n te st ed and found to

comply with the li mits for a Class B digital devic e , pur suant to Part 15 of the FCC Rules. Th ese limits are design e d to pr ovide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the in s tructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interfer en ce to r ad io or television reception, which can be determined by turning th e e quipment off and on, the user is encouraged to try to correct the interferenc e by one or mor e of the following measures:

• Reorient the receivi ng television or radio antenna where this may be done safely.

• To the extent possible, relocate the receiver with respect to the telephone equipment.

• Where the telephone equipment requires ac power, plug the telephone into a different ac outlet so that the telephone equipment and receiver are on different branch circuits.

•

Part 68: Network Registration Number. This equipment is registered with the FCC in acc o r dance with Part 68 of the FCC Rules. It is identifi ed by FCC registration number AS593M-11185-MF-E.

Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 ru le s. This equipment returns answer-supervision signals to the public switched network when:

• Answered by the called statio n

• Answered by the attenda nt

• Routed to a recorded announcement that can be administered by the CPE user

Warranty

Lucent Technologies provides a limited warranty on this pr oduc t. Refe r to the “Limited use Software Lice nse Agr eement” card provided with your package.

European Union Declaration of Conformity

Lucent Technologies Business Communications Systems declares that XXX equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive89/336/EEC

Low Voltage Directive73/23/EEC

The “CE” mark affixed to the equipment means that it conforms to the above Directives.

Acknowledgment

This document was prepared by the Product Documentation Development group, Lucent Technologies, Denver, CO and Columbus, OH.

Page 3

Intuity Lodging Administration and Feature Operations

Contents

Contents iii About This Information xiii

■ Purpose xiii

■ Intended Audiences xiii

■ Release History xiii

■ How to Use This Information xiv

■ Conventions Used in This Information xiv

Terminology xiv Keyboard and Telephone Keypad

Representations xv Screen Displays xv Data Entry Conventions xvi Safety and Security Alert Labels xvi

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Page iii

■ Trademarks and Servic e Mark s xvii

■ Related Resources xvii

Documentation xvii Additional Resources xviii

■ How to Comment about this Information xix

1 Lodging and Lodging FAX

Messaging Overview 1-1

■ Overview 1-1

■ Purpose 1-1

■ Operations 1-1

Lodging Operations 1-2

Receiving Voice Messages with Attendant Assistance 1-2

Telephone Calls Between Guest Rooms 1-3 Transferring Telephone Calls to the Attendant 1-4 Using the Message Tally 1-4

Lodging FAX Messaging Operati ons 1-4

Receiving FAX Messages 1-4 Distributing Faxes with a Fax Bulletin Board 1-7 Sending Faxes with Lodging

FAX Messaging 1-7

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Intuity Lodging Administration and Feature Operations

Contents

■ Telephone System Integration and

Services 1-8

Integrated Services 1-8 Nonintegrated Services 1-9 Message Waiting Indicators 1-10

■ Environments 1-10

Property Management System Environments 1-10

Non-PMS Environments 1-10 Integrated PMS Environments 1-11

Mailbox Assignment Types 1-12

Administered Mailbox Environment 1-13 Open Mailbox Environment 1-13

■ Security 1-13

Toll Fraud 1-13 Lucent INTUITY Terminal Access 1-15

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■ The Lodging Terminal Interface 1-17

Lodging Windows and Menus 1-17

Window and Menu Components 1-18 Window and Menu Types 1-18 Choosing Tasks or Options 1-19 Viewing Information 1-19 Entering Information 1-20

Confirming an Action 1-21 Function Key Commands 1-21 Printing Window Information 1-23

■ Lodging Telephone Interface 1-24

Interface Options 1-24

Optional Languages 1-24

Personal Greetings 1-24 Telephone Interface Operation 1-25

2 Administrator’s Responsibilities 2-1

■ Overview 2-1

■ Purpose 2-1

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Intuity Lodging Administration and Feature Operations

Contents

■ Preinstallation Activities 2-1

Pre-Installation Activities Checklist 2-2 Preinstallation Activities 2-2

Activity 1: Determine the Messaging Setup 2-2

Activity 2: Determine the Security Policy 2-3

Activity 3: Create Guest Instructions 2-3

Activity 4: Copy Troubleshooting Worksheet 2-3

Activity 5: Train Attendants 2-3

Activity 6: Inform Current Guests About

Lodging 2-4

■ Initial Administration Activities 2-5

Initial Administration Checklist 2-5 Initial Administration Activities 2-6

Activity 1: Change the Passwords 2-6

Activity 2: Check the System Clock 2-6

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Issue 1

Activity 3: Create Suites 2-7

Activity 4: Administer Lodging FAX Parameters 2-7

Activity 5: Administer Guest FAX Profiles 2-7

Activity 6: Make Arrangements for Permanent

Guests 2-7

Activity 7: Create Customized Prompts 2-8

Activity 8: Create FAX Bulletin Boards

or Fax Mailboxes 2-8

■ Preventive Maintenance Activities 2-8

Preventative Maintenance Checklist 2-9

3 Basic System Administration 3-1

■ Overview 3-1

■ Purpose 3-1

■ Logging In and Out 3-1

Logging In 3-1 Logging Out 3-2

■ Password Administration 3-3

Changing Terminal-based Passwords 3-3 Changing Telephone-based Passwords 3-4

■ Lodging System Parameter Administration 3-6

Changing System Parameters 3-6

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Intuity Lodging Administration and Feature Operations

Contents

System Parameters 3-7

Attendant Extensions 3-7

Hunt Group or Primary Attendant 3-8

Mailbox Size 3-8

Pause for Touch-tone Input 3-11

Maximum Extension Length 3-12

Maximum Message Length 3-12

Allow Guests to Save Message 3-13

Lamp On for New Messages Only 3-13

Automatic Transfer to Operator at End of

Call (Operator Revert) 3-14

Default Language 3-14

Mailbox Type 3-14

Playback Format 3-15

Message Lamp Controlled By 3-15

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When PMS Link Is Down, Call for Guests

Handled By 3-16

■ Extension Administration 3-17

Deleting Extensions 3-18

Changing the Administrator’s Extension 3-19

■ Old Mailbox Administration 3-20

4 Lodging FAX Messaging Administration 4-1

■ Overview 4-1

■ Purpose 4-1

■ Lodging FAX Messaging Syst em

Parameters Administration 4-1

Changing FAX System Parameters 4-2 FAX System Parameters 4-3

Allow Delivery of FAX to Any Number 4-3

Maximum Number of Digits Allowed in the FAX

Number 4-4

Maximum Number of Tries to Deliver a Fax 4-4

Maximum Number of Channels to Use for FAX

Delivery 4-5

First Retry Interval 4-5

Second Retry Interval 4-6

Subsequent Retries Interval 4-6

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Intuity Lodging Administration and Feature Operations

Contents

String of Digits to Prefix to the FAX Number 4-6

Use Prefix Only if Entered Number Greater Than4-7

Guest Services FAX Machine 4-8

■ Lodging FAX Message Retrieval 4-8

Printing All FAX(es) to the Guest Services Fax Machine or to a Fax Machine in Your Office 4-9

Transferring a Guest FAX from the

Administrator’s Mailbox to the Guest Mailbox 4-9 Deleting a Fax Message from the

Administrator’s Mailbox 4-10

■ Lodging FAX Mailboxes and Bulletin

Board Administration 4-11

Setting Up a FAX Bulletin Board 4-11 Creating FAX Mailboxes for Sending Faxes to

Customers 4-14 Changing Faxes in a Bulletin Board

or a FAX Mailbox 4-18

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5 Mailbox Administration and Use 5-1

■ Overview 5-1

■ Purpose 5-1

■ Mailbox Administration Types 5-2

Administered Mailbox Environment 5-2 Open Mailbox Environment 5-2

■ Basic Guest Mailbox Administration 5-3

Displaying the Mailbox Window 5-3 Mailbox Parameters and Fields 5-4

Guest Extension 5-4

Guest Room Number 5-4

Guest Name 5-4

Guest Password 5-4

Guest Language 5-5

Switch Number 5-5

Allow Personal Greeting 5-5

Messages Waiting 5-6

Mailbox Capacity Usage 5-6

Suite Mailbox Extension 5-6

Comments 5-6

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Intuity Lodging Administration and Feature Operations

Contents

Checking a Guest In 5-6 Modifying Guest Mailbox Information 5-8 Setting the Guest Optional Language without a

PMS Guest Language Option 5-9 Checking a Guest Out 5-10

■ Message Notification Administration 5-11

Adding a Text or Fax Message to the Tally 5-11 Delivering Text and Fax Messages 5-13

■ Guest FAX Profile Administration 5-14

Changing Guest FAX Profile Parameters 5-15

Guest FAX Profile Parameters 5-15

■ Room Change Administration 5-17

Merging Two Mailboxes 5-17 Transferring a Guest to Another Room 5-18 Swapping Guest Rooms 5-20

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■ Suite Administration 5-21

Creating a Suite of Rooms 5-23 Checking Guests In and Out of Suites 5-24 Deleting a Suite Mailbox 5-24 Modifying a Suite Mailbox 5-26 Merging, Swapping, Transferring, and

Reactivating Suites 5-27

■ Recording Messages without

Disturbing the Guest (Do Not Disturb) 5-27

■ Message Retrieval 5-28

Determining if Guests Have Messages 5-28 Message Retrieval Conditions 5-29

Message Retrieval Telephone Numbers 5-29

Passwords for Message Retrieval 5-29

Start Function and Release 5-30

Retrieving Messages from the Guest’s Room 5-30 Retrieving FAX Messages 5-32 Retrieving Messages from Telephones Other

Than the Guest’s Extension 5-33 Retrieving Messages for a Checked-out Guest 5-34 Restoring a Deleted Message 5-35 Reactivating an Old Mailbox 5-36

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Intuity Lodging Administration and Feature Operations

Contents

6 Prompt, Mailing List, and Broadcast Message Administration

6-1

■ Overview 6-1

■ Purpose 6-1

■ Telephone-based Administration 6-1

■ Mailing List Administration 6-2

Accessing th e Administrator’s Menu to Administer Mailing Lists 6-2

Creating a Mailing List 6-3 Scanning List Identification Numbers 6-3 Deleting a Mailing List 6-4 Reviewing and Modifying an Existing Mailing List 6-4 Replacing a Mailing List 6-5

■ Broadcast Message Administration 6-6

Accessing the Administrators Menu to Administer Broadcast Messages and Recording the Message 6-6

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Sending a Message to One or More Persons 6-6 Sending a Message Using a Mailing List 6-7 Sending a Message to All Extensions 6-7

■ Custom Prompt Administration 6-7

Accessing the Lodging FAX Administr ators Menu to Administer Lodging FAX Prompts 6-8

Changing the Lodging FAX Prompts 6-8 Accessing the Lodging FAX Administr ators Menu

to Administer Lodging FAX Prompts 6-10 Using the Language Menu 6-11 Changing the Call-answer Prompts 6-11 Changing the Do Not Disturb Message 6-12 Changing the Message Retrieval Prompts 6-13

7 Reports, Logs, and Audits 7-1

■ Overview 7-1

■ Purpose 7-1

■ Types of Reports, Logs and Audits 7-1

■ Lodging Reports 7-2

Phone Line Usage Report 7-2

Displaying the Phone Line Usage Report 7-2

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Intuity Lodging Administration and Feature Operations

Contents

Interpreting the Phone Line Usage Report 7-4 Mailbox Usage Report 7-7

Displaying The Mailbox Usage Report 7-7

Interpreting the Mailbox Usage Report 7-8 Guest Over Mailbox Limit Report 7-10

Displaying the Guest Over Mailbox Limit Report 7-10

Interpreting the Guests Over Mailbox Report 7-11

■ Lodging FAX Messaging Reports 7-12

Lodging FAX Traffic Report 7-12

Displaying the Lodging FAX Traffic Report 7-12

Interpreting the Lodging FAX Traffic Report 7-14 Lodging FAX Transmission Queue Report 7-15

Displaying the Lodging FAX Transmission

Queue Report 7-15

Interpreting the Lodging FAX Transmission

Queue Report 7-16

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Removing Lodging FAXes from the Queue 7-17

■ System Reports 7-18

Verifying System Status 7-18

Displaying the Verify System Status Report 7-18

Interpreting the Verify System Status Report 7-19 System Monitor 7-20

Displaying the System Monitor Report 7-20

Interpreting the System Monitor Report 7-21

Changing the System Monitor Refresh Rate 7-23 Verifying System Installation 7-23

Displaying the Verify System Installation

Report 7-23

Interpreting the Verify System Installation Report7-24 Viewing Installed Hardware 7-24

Displaying the View Installed Hardware Report 7-25

Interpreting the View Installed Hardware Report 7-26 Viewing Installed Software 7-26

Displaying the View Installed Software Report 7-27

Interpreting the View Installed Software Report 7-28 Verifying Feature Options 7-29

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Intuity Lodging Administration and Feature Operations

Contents

Displaying the Feature Options Report 7-29

Interpreting the Features Options Report 7-30

■ Logs 7-32

Administrator’s and Alarm Logs 7-32 PMS Communications Log 7-32

Starting the PMS Log 7-32

Displaying the PMS Log 7-34

Stopping the PMS Log 7-36

■ Database Audits 7-37

Audit Mailbox Database 7-37 Fix Mailbox Databases: Stop and Start

the Voice System 7-39 Lodging Audit: Access through the Lucent

INTUITY System Menus 7-40

8 Troubleshooting 8-1

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■ Overview 8-1

■ Purpose 8-1

■ Service Path 8-1

■ Troubleshooting Strategy 8-2

■ Lodging User Trouble Report Key 8-3

■ Call Handling Problems 8-4

■ FAX Messaging Problems 8-13

■ System Problems 8-20

■ Message-Waiting Indicator Problems 8-21

■ Property Management System

Problems: Systems with a Link Between the PMS and the Lucent INTUITY System 8-23

If the Lodging/PMS Link Is Down 8-24 If the Lodging/PMS Link Is Up 8-24 While the Link Is Down 8-25

■ PMS Link Procedures 8-25

Restarting the PMS Link 8-25 PMS Database Synchronization 8-26

■ Stop and Start the Voice System 8-27

A Job Aids A-1

■ Overview A-1

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Intuity Lodging Administration and Feature Operations

Contents

■ Purpose A-1

■ Types of Job Aids A-1

Trouble Report A-1 Quick Reference Cards A-2

■ Preparing Job Aids for Use A-2

Trouble Report A-2 Attendant and Administrator Quick

Reference Cards A-2

GL Glossary GL-1 IN Index IN-1

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Intuity Lodging Administration and Feature Operations

About This Information

Purpose

Issue 1

June 1999

Page xiiiPurpose

This information contains instructions for administering Lucent™ INTUITY™ Lodging and Lodging FAX Messaging system and mailbox parameters. It also includes procedures for terminal- and telephone-based administration.

Intended Audiences

This information is intended primarily for the system administrator responsible for performing administration to set up and to maintain Lodging. The secondary audience is the attendant.

Release History

This is the first release of this information for Lucent INTUITY Lodging Release 2.1 which operates on Lucent I available on this CD-ROM. The previous version, Lucent

Solutions Lodging Administration

which operates on Lucent INTUITY Release 4 systems.

NTUITY Release 5 systems. This information is only

NTUITY

Messaging

, 585-310-577, applies to Lodging Release 2

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Intuity Lodging Administration and Feature Operations

About This Information

How to Use This Information

Administrators should:

■ Read Chapter 1 for an overview of the Lucent INTUITY Lodging and Lucent

NTUITY Lodging FAX Messaging applications

■ Read Chapter 2 for an explanation of responsibilities

■ Use Chapters 3, 4, 5, 6, and 7 as references for procedures to perform

activities listed in Chapter 2 and Chapter 8, and for daily administration

■ Use Chapter 8 if the system is experiencing problems

Conventions Used in This Information

This section describes the conventions used in this informa tion.

Terminology

Issue 1

June 1999

Page xivHow to Use This Information

■ The words “subscriber” and “user” are interchangeable terms that describe

a person administered on the Lucent I

NTUITY system. The word “user” is

the preferred term in the text; however, “subscriber” appears on most of the screens and is the command word you must type at the command line, for example, change subscr iber “J an e Doe”.

■ The word “type” means to press the key or sequence of keys specified. For

example, an instruction to type the letter “y” is shown as

Type y to continue.

■ The word “enter” means to type a value and then press . For

example, an instruction to type the letter “y” and press is shown as

ENTER

Enter y to continue.

■ The word “select” means to move the cursor to the desired menu item and

then press . For example, an instruction to move the cursor to the

ENTER

Start Test option on the Network Loop-Around Test screen and then press is shown as

ENTER

Select Start Test.

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Intuity Lodging Administration and Feature Operations

About This Information

Keyboard and Telephone Keypad Representations

Issue 1

June 1999

Page xvConventions Used in This Information

■ Keys that you press on your

terminal or PC keyboard

are represented as rounded boxes. For example, an instruction to press the enter key is shown as

Press .

■ Two keys that you press at the same time on your

ENTER

terminal or PC keyboard

(that is, you press and hold down the first key and then press the second key) are represented as a series inside a rounded box. For example, an

instruction to press and hold ALT while typing the letter “d” is shown as

Press ALT-D.

■ A combination keystroke is a series of keystrokes that combines the two

key functions described above plus a third key, that is, you press and hold down the first key, then press the second key , then release those keys and press a third key. A combination keystroke is represented as an equation. For example, an instruction to press and hold ALT while typing the letter “d” and then typing the number “1” is shown as

Press ALT-D 1.

■ Function keys on your terminal, PC, or system screens, also known as

, are represented as rounded boxes followed by the function or value

keys

soft

of that key enclosed in parentheses. For example, an instruction to press function key 3 is shown as

Press F3 (Save).

■ Keys that you press on your

Screen Displays

■ Values, system messages, field names, and prompts that appear on the

telephone keypad

are represented as square boxes. For example, an instruction to press the first key on your telephone keypad is shown as

Press 1 to record a message.

screen are shown in typewriter-style Courier type, as shown in the following examples:

Example 1:

Enter the number of ports to be dedicated to outbound traffic in the Maximum Simultaneous Ports: field.

Example 2:

The system displays the message Alarm Form Update was

successful.

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Intuity Lodging Administration and Feature Operations

About This Information

■ The sequence of menu options that you must select to display a specific

screen or submenu is shown as follows:

Issue 1

June 1999

Page xviConventions Used in This Information

Start at the I

> Customer/Services Administration

In this example, you access the Main Menu and select the line item Customer/Service Administration. From the Customer/Service Administration menu that the system then displays, you select the line item Alarm Management.

■ Screens shown in this information are examples only. The screens you see

on your machine will be similar, but not exactly the same in all cases.

Data Entry Conventions

■ Commands and text you type in or enter appear in bold type, as in the

following examples: Example 1:

Enter change-switch-time-zone at the enter command: prompt.

Example 2:

NTUITY Main Menu and select:

> Alarm Management

Type high or low in the Speed: field.

■ Command variables are shown in

what you must type in and example:

Enter ch ma the call delivery machine you just created.

Safety and Security Alert Labels

This information uses the following symbols to call your attention to potential problems that could cause personal injury, damage to equipment, loss of data, service interruptions, or breaches of toll fraud security:

CAUTION:

Indicates the presence of a hazard that if not avoided can or will cause minor personal injury or property damage, including loss of data.

regular italic

machine_name

bold italic

type when they are part of

type when they are not, for

, where

machine_name

is the name of

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Intuity Lodging Administration and Feature Operations

About This Information

WARNING:

Indicates the presence of a hazard that if not avoided can cause death or severe personal injury.

DANGER:

Indicates the presence of a hazard that if not avoided will cause death or severe personal injury.

SECURITY ALERT:

Indicates the presence of a toll fraud security hazard. Toll fraud is the unauthorized use of a telecommunications system by an unauthorized party.

Trademarks and Service Marks

The following trademarks apply to this information. Additional trademarks and

service marks provided with this documentation CD-ROM may also apply.

Issue 1

June 1999

Page xviiTrademarks and Service Marks

■ INTUITY is a trademark of Lucent Technologies.

■ Lucent is a trademark of Lucent Technologies.

Related Resources

This section describes additional resources available for the Lucent INTUITY Lodging application.

Documentation

This CD-ROM contains the documentation for Release 5. Related topics, specifically alarms

administration. You can also use the table of contents or the index to locate topics

of interest. Other related information includes:

■ Lucent

systems integrated with a property management system that is connected by a link cabled between the PMS and I can still be ordered in a paper copy, 585-310-234, Issue 4. The specifications listed in Issue 4 are the same as the specifications in this CD-ROM issue, and also apply to Lodging Release 2.1.

and backing up the system, are listed under system

NTUITY

Lodging Property Management System Specifications

NTUITY computers. This information

, for

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Intuity Lodging Administration and Feature Operations

About This Information

■

DEFINITY Enterprise Communications Server (ECS), GuestWorks™ server, and System 75 Property Management System Interface Specifications

, 555-231-601, for system integrated with a property

management system that is connected by a link through the switch

■

Guidebuilder Software for AUDIX Systems

for guest, attendant, and administrator reference documents in U.S. English that can be customized for the Lodging site, printed, and copied

■ Lodging Artwork packages (Issue 2 or later), for camera-ready artwork that

can be photocopied and used to provide instructions to guests

— Lucent

NTUITY

585-310-739

— Lucent

NTUITY

Sizing, 585-310-739A4

— Lucent

NTUITY

585-310-739ENB

— Lucent

NTUITY

585-310-739FRC

, 585-310-745, Issue 3 or later,

Lodging Artwork Package

Issue 1

June 1999

Page xviiiRelated Resources

– U.S. English,

– U.S. English in A4

– British English,

– Canadian French,

— Lucent

Additional Resources

Lucent Technologies offers the following:

■ A training class for Lucent INTUITY Lodging Release 2.1 and earlier:

■ Technical assistance for the Lucent INTUITY system, depending upon your

contract

NTUITY

Lodging Artwork Package

585-310-739SPL

NTUITY

Lodging Artwork Package

585-310-739GK

NTUITY

Lodging Artwork Package

585-310-739JA

NTUITY

Lodging Artwork Package

585-310-739CHM

Course No. BTC131H, Lucent I

– Latin Spanish,

– Greek,

– Japanese,

– Mandarin,

NTUITY Lodging

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Intuity Lodging Administration and Feature Operations

About This Information

How to Comment about this Information

We are interested in your suggestions for improving this information. Use one of the following methods to communicate with us:

Method Address

Email octelt ec hpu bs@ l uce nt.com Fax 303-538-9625

Please be sure to include the name of this information:

Issue 1

June 1999

Page xixHow to Comment about this Information

Lucent I

NTUITY

June 1999

Lodging Administration, CD-ROM version,

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Intuity Lodging Administration and Feature Operations

About This Information

June 1999

Page xxHow to Comment about this Information

Issue 1

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

Lodging and Lodging FAX

Messaging Overview

Overview

Issue 1

June 1999

Page 1-1Overview

This chapter presents an introduction to and an overview of the Lucent™

NTUITY™ Lodging and Lucent INTUITY Lodging FAX Messaging applications. This

I chapter provides basic information about:

■ Operations

■ Telephone system operations

■ Services

■ Environments

■ Security

■ Interfaces

Purpose

The purpose of this chapter is to provide an overview of operations.

Operations

A Lucent INTUITY system equipped with Lodging will accept and store voice-only messages for guests, attendants, and the administrator and play simplified prompts for retrieving the stored messages. Lodging also provides a counter for paper text and fax messages that arrive for guests and plays a prompt informing the guest that a message has arrived. To accept and store electronic versions of

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

faxes, the Lucent INTUITY system must be equipped with both Lodging and Lodging FAX Messaging. Lodging FAX Messaging will accept and store electronic copies of fax-only messages.

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Page 1-2Operations

Voice and electronic faxes arrive at the Lucent I routes and telephone numbers. For message retrieval, however, guests may call one telephone number, the them about paper text or fax messages and to retrieve both voice and fax messages. For retrieving fax-only messages, guests may also call the fax telephone number. Guests calling the Lodging FAX Messaging retrieval number cannot access their voice mail.

Lodging does not interact with other applications available for the Lucent I system. Messages cannot be shared between the Lucent I Lodging applications, and you cannot forward a message from one application to the other. Lodging FAX Messaging does not interact with Lucent I Manager.

Lodging Operations

Lodging provides voice message storage and retrieval and a paper message tally.

In general, attendants connect outside callers to the guest’s room extension. If the guest does not answer, the telephone system will transfer the outside caller to the Lucent I system will also transfer guests to the Lucent I between rooms and the called guest does not answer.

Paper text and paper fax messages that arrive for guests cannot be stored on the Lucent I messages. Lodging only keeps a count of these messages. To use the paper message tally, attendants must increment the message count through the Lucent

NTUITY or PMS terminal.

NTUITY system and Lodging will record the message. The telephone

NTUITY system. Lodging does not have facilities for typing in these

NTUITY system using different

message retrieval number

NTUITY system if they are calling

, to listen to prompt(s) telling

NTUITY

NTUITY AUDIX and

NTUITY Message

Receiving Voice Messages with Attendant Assistance

Figure 1-1 and the following text show the path of an incoming call that will result

in a voice message.

NOTE:

This is a general example; some paths may differ.

1. An outside caller calls the main hotel number to be connected to a checked-in guest.

2. The call arrives at the attendant console (labeled #3).

3. The attendant transfers the call to the appropriate room (labeled #4).

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

4. If the guest does not answer the call or the line is busy, the telephone

system automatically transfers the call to the guest’s voice mailbox (labeled #7). Lodging plays a greeting, and the caller leaves a voice message.

5. The message-waiting indicator (MWI), a small, flashing light on the guest’s telephone, is automatically turned on (labeled #8).

June 1999

Page 1-3Operations

Issue 1

6. Guests can retrieve the waiting message by calling the Lucent I system (labeled #9).

fcldflw LJK081997

NTUITY

1. Outside telephone

2. Path to the hotel

3. Attendant console

4. Attendant connects the call

5. Guest’s room telephone

Figure 1-1. Lodging Call Flow Path

Telephone Calls Between Guest Rooms

If one hotel guest calls another hotel guest, the attendant does not need to perform an action. If the called guest’s extension is busy or unanswered, the telephone system transfers the call to the Lucent I greeting and the caller can leave a message.

6. Telephone system forwards the call

7. Lucent I

8. Guest’s MWI updated

9. Guest calls the Lucent I

NTUITY system

NTUITY system. Lodging plays a

Page 24

Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

Transferring Telephone Calls to the Attendant

The Lucent INTUITY system transfers calls to an attendant when a caller:

Issue 1

June 1999

Page 1-4Operations

■ Presses at any time (for assistance)

■ Reaches a full mailbox

■ Leaves a maximum-length message

■ Stays on the line after leaving a message

■ Remains silent when prompted to leave a message

The Lodging administrator must set up the last three transfers. For more information, see ‘‘Automatic Transfer to Operator at End of Call (Operator

Revert)’’ on page 3-14.

Using the Message Tally

When paper text or fax messages arrive for guests, attendants can use Lodging for notification. To provide notification, attendants can access the Message Management window and record the number of messages that have arrived for the guest. Entering the number of messages that have arrived will cause Lodging to play a prompt for the guest. If the system works with a property management system (PMS), attendants may be able to enter this information through the PMS, depending upon the configuration of your system. See ‘‘Message Notification

Administration’’ on page 5-11 for information about Message Management

window use.

NOTE:

Do not use the fax portion of the message tally if your system is equipped with Lodging FAX Messaging.

Lodging FAX Messaging Operations

Systems equipped with Lodging FAX Messaging can receive and store electronic copies of fax messages without attendant assistance. However, attendants may need to distribute a paper copy of the fax, depending upon the procedures that you decide to use.

Receiving FAX Messages

Lodging FAX Messaging supports two methods of receiving fax. The caller calls the hotel fax telephone number and does one of the following:

■ Enters a guest extension

■ Does not enter a guest extension

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

With the Guest’s Extension

The following example shows how the Lucent INTUITY system receives a fax message when the caller calls the hotel fax telephone number and enters the

guest’s room extension. This is a general example; some paths may differ.

1. An outside caller calls the hotel fax number that is connected to the Lucent

NTUITY system.

Issue 1

June 1999

Page 1-5Operations

2. The call arrives at the Lucent I

3. The Lucent I

NTUITY system answers the call and plays the Lodging fax

NTUITY system.

Messaging greeting:

“Welcome to the guest fax messaging system. To leave a fax for a guest, enter the room extension. To get faxes from a mailbox, press star.”

NOTE:

You can customize this prompt. For more information, see ‘‘Changing the

Lodging FAX Prompts’’ on page 6-8.

4. The outside caller enters the guest’s extension number.

5. Lodging FAX Messaging prompts the caller to:

“Press start on your fax machine now.”

6. The outside caller presses start on the fax machine.

7. The system records and associates the fax with the guest’s mailbox if fax is turned on for that mailbox and the mailbox is not full.

If the mailbox is full, Lodging FAX Messaging stores the fax in the administrator’s mailbox.

8. The message-waiting indicator (MWI), a small light on the guest’s telephone, is automatically turned on.

9. The guest can retrieve the waiting fax by calling the Lodging message retrieval number or the Lodging FAX Messaging telephone number.

To retrieve the fax, guests may:

■ Press to receive fax messages on the same call if they are calling

from a fax machine or through a dataport.

■ Press to receive fax messages on the in-room fax machine or a

dataport, if administered.

■ Press to send fax messages to the guest services fax machine.

■ Press to enter a telephone number of a fax machine, if allowed.

NOTE:

The Lodging administrator or the attendant must set up the options for the guest. These options can be different for different extensions. For more information, see ‘‘Lodging FAX Messaging System Parameters

Page 26

Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

Administration’’ on page 4-1 and ‘‘Guest FAX Profile Administration ’’ on page 5-14.

Without the Guest’s Extension

The following example shows how the Lucent INTUITY system receives a fax when:

■ The caller does not enter the guest’s room extension

■ The caller presses start before the prompt completes playout

■ A fax machine is calling the hotel fax telephone number

This is a general example; some paths may differ.

1. An outside caller calls the hotel fax telephone number. The call arrives at the Lucent I

NTUITY system:

June 1999

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Issue 1

2. The Lucent I

NTUITY system answers the call and plays the Lodging FAX

Messaging greeting:

“Welcome to the guest fax messaging system. To leave a fax for a guest, enter the room extension. To get faxes from a mailbox, press star.”

3. When the caller does not enter touch tones, Lodging FAX Messaging prompts the caller to:

“Press start on your fax machine now.”

4. The outside caller presses start on the fax machine or the system detects fax tone.

5. Lodging FAX Messaging records and associates the fax with the administrator’s mailbox.

6. Lodging FAX Messaging prints the fax to the guest services fax machine.

7. The administrator retrieves the fax from the fax machine.

8. The administrator may:

■ Distribute the paper copy to guests. Attendants should leave a voice

message for the guest asking them to come to the front desk to get the fax.

■ Forward the fax to the guest’s mailbox using the FAX ID assigned to

and printed on the fax.

9. If the administrator forwards the fax to the guest’s mailbox, the guest may retrieve the waiting fax by calling the Lodging message retrieval number or the Lodging FAX Messaging telephone number.

To retrieve the fax, guests may:

■ Press to receive fax messages on the same call if they are calling

from a fax machine.

■ Press to receive fax messages on the in-room fax machine.

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

Issue 1

June 1999

Page 1-7Operations

■ Press to send fax messages to the guest services fax machine.

■ Press to enter the telephone number of a fax machine.

NOTE:

The Lodging administrator or the attendant must set up the options for the guest. These options can be different for different extensions. For more information, see ‘‘Lodging FAX Messaging System

Parameters Administration’’ on page 4-1 and ‘‘Guest FAX Profile Administration’’ on page 5-14.

10. When the guests have received the faxes, the administrator deletes the fax from the administrator’s mailbox.

Distributing Faxes with a Fax Bulletin Board

You can use Lodging FAX Messaging to distribute faxes to outside callers. The following example is a path for outside callers using same-call fax retrieval. T o use same-call fax retrieval, outside callers must call from a fax machine.

NOTE:

This is an example. The application does not provide prompts for bulletin boards. The Lodging administrator must create and record new prompts. For more information, see ‘‘Lodging FAX Mailboxes and Bulletin Board

Administration’’ on page 4-11 and ‘‘Changing the Lodging FAX Prompts’’ on page 6-8.

1. An outside caller calls the hotel fax telephone number. The call arrives at the Lucent I

2. The Lucent I

NTUITY system.

NTUITY system answers the call and plays a customized fax

greeting that you designed and reco rd ed, su ch as :

“Welcome to the Hotel Name fax Messaging system. To leave a fax for a guest, enter the room extension or press start on your fax machine now. To receive information, press star.”

3. The caller presses star.

4. The Lucent I

NTUITY system transmits the fax to the caller’s fax machine on

the same call.

Sending Faxes with Lodging FAX Messaging

You can use Lodging FAX Messaging to send faxes to customers who request information. If the system has fax mailboxes, reservation agents or attendants can call the system and instruct it to send a fax to the customer’s fax destination.

NOTE:

You can also use the INTUITY AUDIX application, Lucent INTUITY FAX Messaging, and Lucent I

NTUITY Message Manager to perform a similar

Page 28

Intuity Lodging

Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

function. Lucent INTUITY Message Manager, however , does not operate with Lodging FAX Messaging.

1. A customer requests an area map and directions to the hotel.

2. The reservation agent completes the telephone call with the customer and disconnects.

3. The reservation agent calls the Lodging FAX Messaging telephone number.

4. The reservation agent presses (star) and enters the mailbox number of the Lodging FAX mailbox that contains the area map and directions.

5. The reservation agent presses to forward a fax from the mailbox, enters

the customer’s fax telephone number, and disconnects.

Issue 1

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Page 1-8Telephone System Integration and Services

6. The Lucent I

NTUITY system sends the fax to the customer.

7. If the fax delivery fails, the Lucent I deliver the fax, according to the administered retry schedule.

Telephone System Integration and Services

Lodging is integrated with the telephone system. An integrated application uses information sent from the telephone system to process the telephone call. Services administered on the Lucent I and use information sent from the telephone system. However, Lodging also has optional nonintegrated services available.

Lodging does not work in tandem with other Lucent I guests to send networked messages to other guests. However, if Lodging is installed with a Lucent Business Communications System telephone system that provides Distributed Communications System (DCS) networking, Lodging provides an option on the mailbox window to provide the correct switch number for each mailbox.

Lodging does not support Leave Word Calling (LWC).

NTUITY system continues to attempt to

NTUITY system allow Lodging to interpret

NTUITY systems or all ow

Integrated Services

When the telephone system transfers a call to Lucent INTUITY system, the telephone system provides call information that tells the Lucent I

■ If the call is covered or direct

■ The extension from which the call is coming

■ The extension that is being called

NTUITY system:

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

Using this information, Lodging provides integrated services for the caller. If the

telephone call is covered, the telephone system rings the guest’s room and when it detects a busy or no answer signal, Lodging plays the call answer greeting and records a message. If the telephone system sends information that indicates that the caller directly dialed the message retrieval number, Lodging will play the retrieval greeting and allow access to the caller’s stored messages.

If your telephone system provides a Do Not Disturb feature, it will transfer the caller directly to the Lucent I

NTUITY system will receive this information from the telephone system and

I Lodging will play the Do Not Disturb greeting. The caller can then leave a message without disturbing the guest.

Nonintegrated Services

The Lucent INTUITY system cannot identify the extension for a mailbox if a caller is calling from a telephone other than the guest’s own room extension to retrieve messages. Unless the Lucent I available, an attendant must connect the caller to the Lucent I then the attendant or the caller must enter the extension number using touch tones to reach the correct mailbox.

NTUITY system without ringing the room. The Lucent

NTUITY system has nonintegrated services

NTUITY system, and

Issue 1

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Page 1-9Telephone System Integration and Services

To allow callers to connect directly to the Lucent I intervention, Lodging offers optional

nonintegrated

NTUITY system without attendant

services for call answer and message retrieval. If you choose to use these, installation services will administer Lodging nonintegrated call answer ( mail (

ldg_ni_vm

) on the Assign Number Service window from the Voice System

ldg_ni_ca

) and Lodging nonintegrated voic e

Administration menu. These nonintegrated services use telephone numbers that are not directly connected to a telephone — they are administered on the telephone system to go directly to the Lucent I call directed to one of these numbers arrives at the Lucent I Lucent I

NTUITY system reads the called number from the telephone system and

NTUITY system. When a telephone

NTUITY system, the

plays the Lodging prompts associated with the assigned service. See the installation book for your system for information about the different services available on the Lucent I

NTUITY system.

NOTE:

If you allow message retrieval access from telephones other than the guest’s room telephone, use passwords to protect the system’s security and guests’ messages.

Nonintegrated services can be used to accept direct telephone calls from a direct inward dialing (DID), central office (CO) trunk line, or equivalent. If you do not want to allow outside callers to directly access Lodging call answer or to retrieve messages, use nonintegrated services for internal use such as transferring a caller directly to a mailbox without ringing the room (Do Not Disturb feature) or as an extension number for guests to call to retrieve messages from the lobby or other guest telephones.

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

Message Waiting Indicators

Some telephone systems allow you to manually control message waiting indicators (MWIs). Lucent recommends that you should not use this function. Lodging or the property management system (PMS) should control the MWIs, depending upon your setup. For more information, see ‘‘Message Lamp

Controlled By’’ on page 3-15.

If you do use manual MWI control, use it for text and paper fax message notification only.

Environments

The type of environment that you have determines how you will perform Lodging guest administration. In general, there are two environments for Lucent I Lodging:

■ Integrated property management system (PMS)

Issue 1

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Page 1-10Environments

NTUITY

■ Non-PMS

These environments are further influenced by the mailbox assignment type. Lodging uses two types of administrative tasks: telephone-based and

terminal-based. The telephone-based tasks generally apply to all environments. The terminal tasks are different with different environments. Environment is referenced throughout this book.

Property Management System Environments

The PMS is a computer system used for electronically making guest reservations, checking guests in and out, printing guest bills, and other guest-related functions. PMS designers can modify their systems so that they work with Lodging and share information for more efficient administration. In the integrated PMS environment, the PMS sends instructions to the Lucent I software installed on the Lucent I instructions from the PMS. If your site has a PMS, determine if it is capable of sending information to the Lucent I sending information and you will use it to do so, you have an

environment

If you have a PMS but it is not capable of sending information to the Lucent

NTUITY system or if you do not have a PMS, you have a

NTUITY system allows Lodging to interpret the

NTUITY system. If the PMS is capable of

NTUITY system and

integrated PMS

non-PMS

environment.

Non-PMS Environments

In non-PMS environments, perform all Lodging administration using the Lucent

NTUITY system terminal.

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Intuity Lodging Administration and Feature Operations

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Integrated PMS Environments

In an integrated PMS environment, you will be able to perform some of the Lodging tasks, usually guest voice messaging mailbox administration, by entering information into the PMS terminal. Your PMS implementation will determine what other terminal-based administrative tasks will need to be performed on the Lucent

NTUITY system terminal.

CAUTION:

In integrated PMS environments, do not perform guest mailbox administration on both the Lucent I information into both systems will lead to discrepancies in the databases and Lodging will not be able to provide full service to all guests. The PMS database will overwrite information entered into the Lucent I terminal.

In the integrated PMS environment, enter guest information on the Lucent INTUITY terminal only when specifically instructed to do so in this document.

NTUITY

and PMS terminals. Entering

NTUITY

Issue 1

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Page 1-11Environments

system

PMS Integration Types

PMS integrations are available in two forms:

■ Integration with a link between the Lucent INTUITY system and the PMS

computer

■ Integration through the telephone system without a separate, physical link

between the Lucent I

NOTE:

The integration through the telephone system is only available for systems integrated with the GuestWorks

PMS interfaces built to the following specification are compatible with Lucent

NTUITY R5.0 systems linked to the PMS through a link cabled directly to the PMS

I and Lucent I

■

■ Lucent

NTUITY Lodging R2.1:

AUDIX Voice Power Lodging Property Management System Interface Specifications

, 585-310-128, for Release 1.1 and 3.0

NTUITY

PMS interfaces built to the following specifications are compatible with Lucent

NTUITY R5.0 systems linked to the PMS through the telephone system link

server

(GuestWorks

) and Lucent INTUITY Lodging R2.1:

Communications Server (ECS), GuestWorks™ server, and System 75 Property Management System Interface Specifications

to operate with AUDIX® Voice Power™ Lodging will not operate with this type of link.

NTUITY system and the PMS

server

Lodging Property Management System Specifications

DEFINITY Enterprise

, 555-231-601. Interfaces designed

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

For additional information about links between a PMS and the Lucent INTUITY system, see

Lucent I

NTUITY

PMS Interactions

Integration between the Lucent INTUITY system and the PMS may produce changes in the PMS terminal interface. These changes depend upon the design of the interface and the identity of the features that the PMS vendor included for use. Features not incorporated into the design of the PMS will not be available for your use through the PMS, even though Lodging supports the feature. Consult

your vendor’s PMS manual for possible screen changes, implemented features, and instructions.

Optional Language Administration. Most PMS integrations include an option to administer optional languages. However, some of the older PMS integrations do not include this option through the PMS screens. If your PMS vendor has not included a method to administer optional languages, you can still use them. For more information, see ‘‘Setting the Guest Optional Language without a PMS

Guest Language Option’’ on page 5-9.

System Description

Issue 1

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Page 1-12Environments

, 585-310-235.

Lodging FAX Messaging. The Lucent I

NTUITY system does not offer PMS

integration for Lodging FAX Messaging since Lodging FAX mailbox administration does not change when guests are checked in and out. If you assign a mailbox to a guest, and the mailbox is administered for Lodging FAX Messaging, the guest will be able to use Lodging FAX Messaging. The Lodging FAX information is already associated with the guest mailbox.

MWI Control. Message waiting indicator (MWI) control depends upon the type of PMS integration. For systems integrated through the use of a GuestWorks the Lucent I

For all other PMS integrations, the administrator can allow Lucent I

NTUITY Lodging application controls the MWI.

NTUITY Lodging

server

or the PMS to control the MWI. Lucent recommends that the PMS be used to control the MWI whenever possible. For more informa tion, see ‘‘Message Lamp

Controlled By’’ on page 3-15.

Group List on PMS. The Lucent I

NTUITY Lodging administrator’s telephone

interface recognizes mailing lists created on PMS terminal screens. Your PMS vendor must implement the Group List feature on the PMS side for this to be available.

NOTE:

This feature is not available with integrations operating through the

server

GuestWorks

Mailbox Assignment Types

Lodging may be used with dynamic (changing) or static (unchanging) mailbox assignments. The mailbox environment will determine the administration when guests are checked in and out.

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

Administered Mailbox Environment

Dynamic mailboxes are assigned and unassigned each time a guest checks in

and out. At checkout, Lodging moves any remaining messages to the extension’s old mailbox and deactivates the guest mailbox until another guest checks in. The new guest cannot access messages left for the previous guest. The attendant or the PMS system must administer the mailbox each time a guest checks in or out.

In an administered mailbox environment, you may check in guests as they arrive or perform batch administration. If you use batch administration, collect information about each guest such as extension as they arrive. At designated times, have an attendant administer a batch of mailboxes for newly arrived guests.

Open Mailbox Environment

In an open mailbox environment, all of the guest mailboxes have been administered for all of the room extensions. These mailboxes remain active at all times — they are not changed each time a guest checks in and out. The attendants or the PMS does not have to assign each guest a mailbox at checkin. Open mailboxes may be administered during or immediately after system installation, depending upon your contract.

Issue 1

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Page 1-13Security

Security

Tol l Fr au d

NOTE:

This approach introduces security issues. New guests can listen to messages that previous guests failed to retrieve and can have deleted messages restored. New guests may also listen to messages saved by previous guests if you allow guests to save messages or they may be able to forward a fax to another destination or retrieve a fax via same-call delivery.

Security is important for all telephone systems and applications that operate with them. System administrators are responsible for developing, implementing, and monitoring security procedures for their systems.

Lucent Technologies corporate security experts report that toll fraud attempts through messaging systems and automated attendant systems have grown dramatically. Toll fraud “hackers” access a messaging or automated attendant system, transfer through the system, and use a customer’s access to a long-distance network. This is not a Lucent Technologies product or design defect, but rather a security risk affecting every major vendor’s telephone system with a messaging or automated attendants.

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Intuity Lodging Administration and Feature Operations

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NOTE:

Lucent Technologies does not warrant that this product will prevent and Lucent will not be responsible for unauthorized use (or charges for such use) of common carrier telecommunication services or facilities accessed through or connected to Lucent I for administering the Lucent I Lucent I

NTUITY Lodging FAX Messaging to prevent such unauthorized use.

The customer has the responsibility to read all documents associated with Lucent I

NTUITY Lodging and Lucent INTUITY Lodging FAX Messaging and

understand the features that enable the administrator to reduce exposure to unauthorized use. If you are operating other applications on the Lucent

NTUITY system also, follow the toll fraud prevention guidelines in the

I documentation for those products.

Because Lodging only allows transfers from a guest’s mailbox to an attendant, toll fraud with Lodging is unlikely. With Lodging FAX Messaging, however, there exists a greater potential for fraud. If guests are permitted to forward faxes to long-distance destinations outside your site, hackers may deliver a fax to a guest mailbox, gain access to the mailbox, and then instruct the system to deliver the fax to a long distance telephone number. Under these conditions, you or the guest staying in the room would be billed.

NTUITY system. The customer is responsible

NTUITY system, Lucent INTUITY Lodging, and

Issue 1

June 1999

Page 1-14Security

Using a guest mailbox password can prevent unauthorized use of a mailbox. With the password option in use, the system tolerates three login attempts and then transfers the telephone call to an attendant. Ask your attendants to report hang-ups and use caution when transferring outside callers to a mailbox for message retrieval.

You may want to mask the ability to obtain messages through the hotel’s fax line by changing the fax greeting prompt to exclude the phrase: “To get faxes from a mailbox, press star”. Although the caller must enter a password before gaining access to the mailbox, a hacker may be able to break the password and ask the system to deliver the fax via same-call delivery.

Use caution in allowing attendants to enter destinations for a guest calling from outside the hotel to retrieve faxes. Lucent recommends never permitting your attendants to forward fax messages for an outside caller unless the caller can provide the correct password for the mailbox. Ensure that your administration for billing for forwarding faxes is correct. Follow your security policy for any transfers of faxes.

Since Lodging supports transfer to an attendant or an operator any time that a caller presses zero, create a transfer policy to restrict the situations in which your operator will transfer a telephone call to an outside line that is not restricted from long-distance access, especially in facilities where the attendant telephones are capable of transferring a telephone call to an outside line but do not display the origin of the telephone call.

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Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

In situations where the console displays the originating number, caution attendants and operators not to transfer telephone calls from the Lucent I system to an outside line. Instruct your attendants and operators to disconnect the call and call back the room extension before performing the transfer.

Lucent INTUITY Terminal Access

Physical access to the Lucent INTUITY terminals should be limited to the Lodging administrator and trained attendants. To use the terminal you must have a login ID and a password. Logins and passwords are confidential information and should not be written down or shared with any unauthorized individuals.

Login Attempts

The number of telephone-based login attempts is preset to three. After three unsuccessful attempts, the system transfers the guest to an attendant. The

attendant should verify the guest’s identity, and then resolve the guest’s message retrieval problem. Ask attendants to report frequent hang-ups after transfer to you and then monitor the Mailbox Usage and the Phone Line Usage Reports for unusual activity (Chapter 7, ‘‘Reports, Logs, and Audits’’

Issue 1

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Page 1-15Security

NTUITY

Passwords

The Lucent INTUITY system and the Lodging applications use passwords to limit access to functions and messages. Lucent recommends the consistent use of passwords to protect the system’s integrity, guests’ messages, and guests’ privacy.

General Guidelines

All telephone-based and terminal-based passwords should be based upon an established policy that the administrator, attendants, and guests follow.

Lucent recommends the following:

■ Passwords should

— Trivial or repetitive numbers such as “1111” or “2222” — Ascending or descending digits such as “1234” — Phone numbers such as 345 for room or extension 345 — Your name or initials — Current year — Numbers that identify the owner such as social security or employee

■ Do not post, share, or print passwords.

not

consist of:

■ Terminal-based passwords (administrative) should be at least six

characters long; telephone-based passwords should be four digits long.

Page 36

Intuity Lodging Administration and Feature Operations

Lodging and Lodging FAX Messaging Overview

■ Cha nge pas swor ds once a month and after an empl oyee lea ve s your

organization. Your policy should include notification procedures.

■ Create a policy to use to confirm the identity of guests who have forgotten

passwords and are seeking access to messages.

CAUTION:

The system administrator must change the passwords on the system not later than 24 hours after installation to protect system security. See

‘‘Password Administration’’ on page 3-3

CAUTION:

Protect the use of the system administrator’s password. This login can be used to change system operations such as how channels operate or can be used to stop all system operations.

CAUTION:

Protect the use of the attendant (attend) login. This login may be used to add or delete guests or change a guest’s password.

Issue 1

June 1999

Page 1-16Security

for instructions.

Guest Passwords

Guests can select a 4-digit password when they check in, and modify the password from their room extension if you set the Allow Personal

Greeting: field on the Mailbox window to “yes”. The Lucent I

NTUITY system

prompts for a password for all telephone calls for message retrieval. Although guest passwords are optional, Lucent recommends that for maximum security, attendants should ask guests to choose a password. Inevitably, some guests will forget their passwords or you may experience break-in attempts. To prevent unauthorized access of a guest’s mailbox, establish attendant procedures for verifying the guest’s identity.

If you decide not to require guest passwords, restrict Lodging access to guest and administrative telephones through the telephone system. See your telephone system’s documentation for instructions about restricting access through the use of classes of restriction (COR) or the equivalent.

Administrative Passwords

The Lodging administrator and attendants use administrative passwords for telephone-based and terminal-based activities. The Lodging administrator’s password has the most liberal privileges, allowing broadcast messages to all checked-in guests (telephone-based) or removal of all the old mailboxes (terminal-based). Both the administrator and attendant passwords can be used to override any guest password and gain access to the mailbox and messages. Protect the administrative passwords from unauthorized access. Change these passwords at least once a month or after you have had personnel changes.

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Intuity Lodging Administration and Feature Operations

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The Lodging Terminal Interface

Issue 1

June 1999

Page 1-17The Lodging Terminal Interface

After logging on to the Lucent INTUITY terminal with the message line, and a row of function keys appear (Figure 1-2

attend

). This display is typical of all Lodging menus. If your system has the Lodging FAX Messaging option, the system will display the FAX Add-on Administration option. If your system does not have Lodging FAX Messaging, this option will not appear on the menu. If you use another login to log on to the system, you will need to choose Lodging Administration to reach the Lodging Administration menu.

NOTE:

This section only applies to the Lucent INTUITY system terminal and Lodging menus and windows.

Window or Menu Title

Scroll Bar

Window or Me n u Work Area

Message Line

Help

F2 F3 F4 F5 F6

Prev-Frm Next-Frm Cancel Cmd-mnu

Figure 1-2. Basic Screen Components

Lodging Windows and Menus

The administration of system parameters (operating instructions that apply to all users of the system) and mailboxes (storage areas for messages) may be performed using windows and menus. Windows display information or allow you to enter information. Menus offer items that can be selected using arrow keys.

Function Key Commands

Chg-Keys

F9 F10

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Window and Menu Components

window

Each screen has a unique screen title describes the type of information on the screen or tasks. In Figure 1-2

the title of the screen is “Lodging Administration.”

has a:

■ Title

■ Work area

■ Scroll bar (if applicable)

■ Message line

title

displayed on a bar at the top of the screen. The

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The

work area

is the largest part of a screen and contains a list of options, a series of blanks (parameter fields), or read-only information. Parameter fields, referred to as “fields”, are areas for the user to enter information.

The system uses the appears in the scroll bar to signal to you to use the up or down arrow keys to display additional information.

message line

The may contain brief instructions such as:

Highlight an item and press <Enter>

The message line may also display possible field values:

Enter pause for touch-tone input in seconds (4-9).

If you need help in determining what to do next, read the message line first. If you need more information press the (Help) key.

Window and Menu Types

The system may show one or more windows or menus on the monitor at the same time. Only one of the displayed windows or menus can accept commands (active window or menu), usually the most recently displayed window or menu.

scroll bar

to indicate that it has more information. A “v”

is the text line just above the function key commands. This line

Menus allow you to choose a task or an option. Windows allow you to:

■ View information

■ Enter information

■ Confirm an action

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Choosing Tasks or Options

Tasks and options are normally listed in alphabetical order under the menu title (Figure 1-3

Figure 1-3. Lodging Administration Menus Showing Tasks and Options

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To choose an option, highlight it, and then press . There are two ways to

ENTER

highlight an option:

■ Type the first character or characters of a menu item.

■ Move the cursor to the menu item using of the following keys (Table 1-1),

Table 1-1. Key Summary

Key Description

ENTER

↓

Select highlighted menu item Down one menu item. If last menu item, wrap to

first menu item

↑

Up one menu item. If first menu item, wrap to last menu item

HOME

END

PgUp

PgDn

First menu item in list Last menu item in list Scroll to previous page of text Scroll to next page of text

Viewing Information

Some windows display information (Figure 1-4). This information includes help messages, error messages, directions, and reports. Information in these windows cannot be changed.

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Figure 1-4. Information Window

Entering Information

Some windows allow you to enter information and also provide information. The typical fill-in window contains brief descriptions of the type of information needed or provided and fields for the information.

field

is an area on the window in which you enter information. Most fields are

A alphanumeric. You can enter letters, special characters, numbers, or a combination of all three. Some fields are strictly numeric, such as the Guest Extension field (Figure 1-5 maximum number of characters allowed for the response. The message line of the screen explains restrictions on the values you enter in fields (Figure 1-5

). In most cases, the length of this line represents the

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Figure 1-5. Guests Mailbox Window Showing Fields

When you access a window with fill-in fields, the cursor automatically moves to the first field, and you can begin entering information. All fields allow you to enter information by typing. Some also provide a menu of choices you can use by pressing the (Choices) key. The choices menu displays possible responses for

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the field where the cursor is placed. Descriptions that do not have a line following them cannot be changed; they are for displaying information only.

June 1999

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Issue 1

Table 1-2

shows the keys and key combinations you can use to move around in a

window:

Table 1-2. Key Summary

Key Description

ENTER

SHIFT

HOME

END

←

→

DEL DELETE

, Delete character at cursor

Confirming an Action

Confirmati on scr eens ask you to appro ve your choice befor e the sys tem pr oceed s to perform the function (Figure 1-6 choice or n to stop (cancel) the process.

↓

TAB

, , Down one field. If last field, wrap to first field

↑

TAB

, Up one field. If first field, wrap to last field

Beginning of current field Last field of form screen Left one character in a field Right one character in a field

). Press y on the keyboard to confirm your

Figure 1-6. Confirmation Screen

Function Key Commands

The

function key commands

appear below windows or menus (Figure 1-2 eight function keys marked F1 through F8 on the keyboard. The label describes

(softkeys) are boxed words and abbreviations that

). These boxes correspond to the first

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the action that results when you press the function key. For example, many windows label the third box from the left (F3) as Save. If you press , the system saves the information for use.

When you open a window or menu, a standard set of key commands appears. The function key is always assigned to the Chg-Keys command. Chg-Keys

allows you to display and use an alternate set of function keys. Each window or menu has a slightly different set of alternate standard keys. Alternate function key commands are explained in the tasks which use them.

When performing a task, make sure that you are on the right set of keys before pressing a function key. The best way to do this is by remembering the command names rather than the function key numbers, for example, checkin instead of .

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Table 1-3

summarizes the common function keys:

Table 1-3. Function Key Summary

Function Key Description

(Help) Displays information about the active window or menu, including

available function key commands. To close the help window, press

(Cancel).

NOTE:

Help windows provide brief descriptions. They are not a substitute for system documentation.

(Choices) Provides a list of options for the field in which the cursor is placed.

The options that the Choices key lists depend on the field and is not available for all fields.

(PrevPage) Moves to the previous page when a window contains more than

one page of information. A page is one window of text.

(Save) Permanently saves any changes made to a window for the system

to use.

(NextPage) Moves to the next page when a window contains more than one

page of information. A page is one window of text. If you are on the last page of information, the NextPage key goes

back to the first page. If you are on the first page of information, the PrevPage key goes to the last page.

(Display) This key shows information already present in or compiled by the

system, such as the number of messages a current guest has or a report. Usually, you need to enter some information, such as a guest extension, before pressing the Display key.

(1 of 2)

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Table 1-3. Function Key Summary — Continued

Function Key Description

(Prev-Frm) Makes the previous window or menu active while still displaying the

current window or menu if more that one window or menu is open. Continue pressing the key to move through all open windows or menus.

(Next-Frm) Makes the next window or menu active while still displaying the

current window or menu if more that one window or menu is open. Continue pressing the key to move through all open window or menus.

You can view a list of open windows or menus using the Frm-Mgmt

key’s list option.

(Cancel) Closes the active window or menu and returns to the previous

window or menu. Any unsaved changes are lost.

(Print) (Print)

Prints each page of a window if you have a printer connected to the Lucent I

NTUITY system. The print key that appears will depend on

the window or menu that the system is displaying.

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(Cmd-Menu) Presents a list of tasks and options related to the Lodging

database.

(Frm-Mgmt) Displays a menu that allows you to change several physical

characteristics of the windows and menus. You may move, reshape, refresh, or list the open windows or menus.

(Chg-Keys) Changes the identity of the function keys to the next set.

Printing Window Information

If you have a printer connected to the Lucent INTUITY system, you can print the information displayed on some of the windows

NOTE:

Lucent recommends printing reports regularly and keeping them for reference.

To print a window:

1. Display or enter the information you wish to print.

2. Press (Chg-Keys) and then (Print) or (Print). The identity of the

print key depends upon the window being displayed.

(2 of 2)

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The print function key sends the information shown in the window to the printer connected to the Lucent I from the Lucent I

NTUITY system to another printer.

Lodging Telephone Interface

The Lodging telephone interface consists of prompts and menus designed to help users. The term information about the telephone interface.

Interface Options

Lodging offers several options that the administrator can set for the telephone interface.

Optional Languages

Lucent Technologies offers different languages for use with Lodging. You can purchase and use any or all of the languages. The system does not limit the number of languages installed. One of the languages must be administered as the default language. For guests, the system uses the default language unless another language is administered and when the guest logs on to a Lodging

mailbox from a telephone other than the guest’s room extension. After logging in, Lodging switches to the guest’s chosen language and stops using the default. For administrators and attendants, the system uses U.S. English. This cannot be administered.

telephone-based

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NTUITY system. Y ou cannot send information

applies to tasks performed at the telephone or

During checkin, the guest chooses a language. Setting the guest language for individual guests depends on the environment. In a Non-PMS environment, administer the guest’s language on the Lucent I integrated PMS environment, the procedure to activate an optional language for a guest will depend upon the PMS. If your PMS does not have a language option, use the procedure in ‘‘Setting the Guest Optional Language without a PMS Guest

Language Option’’ on page 5-9.

Messages recorded for guests remain in the language(s) in which they were recorded. Optional languages only apply to prompts that the system uses to provide instructions.

Personal Greetings

Guests may record their own personal greetings for their extensions. If a guest chooses to record a personal greeting, callers reaching the guest extension will hear the guest’s greeting in the guest’s own voice. The system administrator can activate or deactivate this feature.

NTUITY system terminal. In an

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Telephone Interface Operation

Some of the basic features of the Lodging telephone interface include:

■ Pause for Touch-Tone Input

After playing a telephone-based menu or prompt, the system pauses briefly for touch-tone inputs. If you do not enter any inputs, the menu or prompt repeats. If you do not enter any inputs after the third repetition, the system plays a closing message and disconnects or transfers the user to the attendant.

■ No Touch-Tone Needed for Leaving a Message

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Although Lucent I

NTUITY system only accepts touch-tone inputs, outside

callers with rotary telephones can still leave messages. Lodging’s call-answer interface does not need any touch-tone input to record a message.

■ Type Ahead

Most telephone-based menus and prompts accept the entry of a touch tone before the prompt finishes playing. When the system detects a touch tone during the prompt, the system will stop playing the prompt, and then respond to the touch tone.

■ Talk Off

By pressing a touch tone, a guest can stop the replay of a message. After the touch tone, the system prompts for instructions with a menu. This is called a

■ Error Response

talk off.

The system responds with “entry not understood” after an invalid selection and then prompts again. If a touch tone interrupts recording, Lodging will prompt:

“To re-record, press . To review the recording, press .

To erase, press .”

■ Optional Guest Passwords

This book assumes that the guest is issued a password at check-in. However, guest passwords are optional. If a guest does not have a password, the system does not prompt for one.

■ User-Specific Prompts

Lodging prompts and messages are different for guests, attendants, and administrators. Lodging selects the prompts to play by using the identity of the telephone (lobby, guest room, or attendant) and the password.

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■ Extension Entry

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Issue 1

The Lucent I they have been administered on the Lucent I the telephone system requires the digit 7 before the extension, press

NTUITY system does not need switch-specific digits, unless

NTUITY system. For example, if

and then enter the room extension to call or transfer to a room. To enter the same extension on the Lucent I

the .

NTUITY system, enter the extension but not

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Intuity Lodging Administration and Feature Operations

Administrator’s Responsibilities

Overview

Issue 1

June 1999

Page 2-1Overview

This chapter contains information about the administrator’s responsibilities. The Lucent™ I

■ Perform pre-installation activities.

■ Perform initial activities.

■ Evaluate, establish, and enforce security policies.

■ Give site-specific information to attendants and train them.

■ Perform ongoing daily, weekly, and monthly preventive maintenance.

■ Monitor system performance including traffic and mailbox use.

■ Interact with guests and attendants to keep them properly informed, correct

NTUITY™ Lodging administrator needs to:

any misconceptions, troubleshoot problems, and respond to any questions.

Purpose

The purpose of this chapter is to provide information about the administrator’s responsibilities and to describe the activities he/she will be performing.

Preinstallation Activities

The administrator is responsible for performing these activities

NTUITY Lodging and Lucent INTUITY Lodging FAX Messaging are placed into

I service. These preliminary activities prepare guests and attendants for the new application.

before

Lucent

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Pre-Installation Activities Checklist

Table 2-1 provides a checklist of activities the system administrator must perform

before

which you should perform them and include a reference for the location of the procedures.

Table 2-1. Checklist of Pre-Installation Activities

No. Description Reference

installing the Lucent INTUITY system. The activities are listed in the order in

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1 Determine the messaging setup. Chapters 1 2 Determine the security policy. Ch apter 1 3 Create guest instructions. Lucent INTUITY Lodging Artwork

4 Copy troubleshooting worksheet. Appe ndi x A 5 Train attendants. Chapter 5 6 Inform current guests about Lodging. Sections that follow

Preinstallation Activities

The following section describes the preinstallation activities.

Activity 1: Determine the Messaging Setup

Before placing the system into service, decide which options guests will be able to use. For voice messaging, you may use the following options:

■ Save messages

■ Record personal greetings and change passwords

, 3, 4, and 5

Package(s)

For more information, see ‘‘Allow Guests to Save Message’’ on page 3-13

‘‘Allow Personal Greeting’’ on page 5-5

If the Lucent I

NTUITY system will also be operating Lucent INTUITY Lodging FAX

Messaging, you may use the following options:

■ Forward faxes to destinations outside the hotel

■ Print faxes to in-room fax machines

and

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Intuity Lodging Administration and Feature Operations

Administrator’s Responsibilities

Administrators will also need to:

■ Determine Lodging FAX Messaging administration procedures

■ Determine procedures to handle faxes that print to the guest services fax

machine

■ Determine which fax machine will be the guest services fax machine

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See Chapter 1, ‘‘Lodging and Lodging FAX Messaging Overview’’

‘‘Lodging FAX Messaging Administration’’ for more information.

Activity 2: Determine the Security Policy

The Lodging administrator is responsible for system security. Create a security policy or modify the existing policy. Determine how you will maintain and enforce the security policy. For more information, see ‘‘Security’’ on page 1-13

Activity 3: Create Guest Instructions

The Lodging documentation includes the Lucent

Package

(585-310-739). Use this camera-ready artwork to create instructions to help guests use Lodging. These instructions will lessen the time spent by attendants explaining the system and answering questions. If the system provides optional languages, create guest instructions for each language. See Appendix A,

‘‘Job Aids’’ and ‘‘Related Resources’’ on page xvii for a listing of artwork

packages.

Activity 4: Copy Troubleshooting Worksheet

Appendix A, ‘‘Job Aids’’ contains a Lodging User Trouble Report. Copy the report,

and keep copies at each attendant’s desk so that any problems can be accurately recorded. This report is associated with a key in Chapter 8, ‘‘ Troubleshootin g’’

NTUITY

, and Chapter 4,

Lodging Artwork

Activity 5: Train Attendants

Train front desk and telephone attendants service. To train the attendants:

1. Prepare training information. a. Decide which features the attendants should use.

Some administrators do not inform guests about all of Lodging features such as restoring deleted messages. However, attendants should still be trained in all Lodging features in case of an emergency.

NOTE:

before

you put the application into

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Intuity Lodging Administration and Feature Operations

Administrator’s Responsibilities

b. Identify site-specific information that the attendants will need. This

information can include:

■ The message retrieval telephone number

■ Telephone numbers for non-integrated services

■ The Lodging FAX Messaging telephone number

■ Pa ss wo rd use

■ Whether guests can save messages, record personal

greetings, or change their own passwords

■ Optional languages available for the system

■ Availability of a Do Not Disturb feature

■ How to distribute paper copies of fax messages to guests

c. Create training material.

■ Copy the quick reference cards in Appendix A, ‘‘Job Aids’’

■ Copy the appropriate pages from Chapter 1 and Chapter 5

June 1999

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Issue 1

2. Arrange one or more training sessions so that at least one attendant on

every shift is familiar with Lodging. At the training sessions, use a speaker phone to show how the telephone-based interface works.

Activity 6: Inform Current Guests About Lodging

Inform guests about the new messaging service when it becomes available. Your environment will determine if your current guests will receive service the day the system begins operation.

Integrated PMS Environment

In the integrated PMS environment, all current guests will have mailboxes after you synchronize the PMS database and the Lodging database, and change the guest coverage paths. After you change the coverage path, the telephone system will route unanswered calls to the Lucent I synchronization occurs automatically after the PMS and Lucent I start operating.

Before synchronizing the databases and changing the coverage path, distribute a memo announcing the new messaging system and provide guest instructions. Instruct the housekeeping staff to put the guest instructions in each room on the day that the system begins operations.

NTUITY system. Database

NTUITY systems

NOTE:

Current guests will not have a voice mail password. If you choose to use guest passwords, only new guests will receive a password when passwords are assigned at checkin.

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Non-PMS Environment

In the non-PMS environment, you have three cut-to-service options:

■ Administering all current guests

■ Administering only new guests

■ Using open mailboxes

How you inform your guests about these depends upon the opti on yo u choo se . All Current Guests or Open Mailboxes. If you administer all current guests or

use open mailboxes, distribute a memo announcing the new messaging system and provide guest instructions. Instruct the housekeeping staff to put the guest instructions in each room on the day that the system begins operations. After Lodging is in-service, use the broadcast feature. See ‘‘Broadcast Message

Administration’’ on page 6-6 for more information.

Only New Guests. If you decide to administer only new guests messaging system to guests and provide guest instructions. Issue guests a password when they check in.

explain the

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NOTE:

You will also have to modify the new guest’s telephone system path to call cover to the Lucent I

NTUITY system.

Initial Administration Activities

Perform initial activities system and Lodging.

Initial Administration Checklist

Table 2-2 provides a checklist of initial administration activities The activities are

listed in the order in which you should perform them during the initial phase and include a reference for the location of the procedures.

immediately

after the installation of the Lucent INTUITY

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Intuity Lodging Administration and Feature Operations

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Table 2-2. Checklist of Initial Administration Activities

No. Description Reference

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Page 2-6Initial Administration Activities

1 Change terminal- and telephone-based

passwords. 2 Check the sy s tem cl oc k. Checking the System Clock 3 Create su ite mai lb ox es. ■ In a non-PMS environment,

4 Administer Lodging FAX parameters. Chapter 4 5 Administer guest FAX Messaging

Profiles. 6 Arrange for permanent guests if

applicable.

7 Customize system prompts. Chapter 6 8 Create Lodging FAX Messaging bulletin

boards or mailboxes.

Initial Administration Activities

Chapter 3

Chapter 5

■ In an integrated PMS

environment, see your PMS documentation

Chapter 5

The explanation for Activity 6:

Make Arrangements for Permanent Guests

Chapter 4

The following section describes the initial administration activities.

Activity 1: Change the Passwords

Passwords control telephone and login access to the system. To protect system security, change the terminal- and telephone-based passwords for the administrator and the attendants within 24 hours after system installation. See

‘‘Password Administration’’ on page 3-3

Activity 2: Check the System Clock

The Lucent INTUITY system includes a clock used to perform certain time-dependent tasks, such as placing a time stamp on messages and automatically purging old messages after the retention time expires.

for instructions.

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Check the clock after you install the system. To check the Lucent INTUITY system

clock, see “Verifying the Date and Time” in Chapter 3, “Common System Procedures,” of the Lucent I

NTUITY maintenance book for your platform.

Activity 3: Create Suites

Since the main extension and member extensions of a suite do not change often, you may want to enter all of the suites at one time after you install the system and then modify them as necessary.

■ To create suites in the non-PMS environment, see ‘‘Suite Administration’’

on page 5-21.

■ To set up suites in the integrated PMS environment, see your vendor’s

PMS documentation for procedures.

Activity 4: Administer Lodging FAX Parameters

If you have purchased Lodging FAX Messaging, installation services will administer the system for the Guest Services fax machine number and one channel as a maximum for the system to use to deliver faxes to fax machines or other destinations. During the initial activities phase, review the parameters for the Lodging FAX System Parameter Administration screen and make any changes. For more information, see ‘‘Lodging FAX Messaging System Parameters

Administration’’ on page 4-1.

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Page 2-7Initial Administration Activities

Activity 5: Administer Guest FAX Profiles

Guest Lodging FAX Messaging profiles determine the Lodging FAX Messaging permissions for guest extensions. The Lodging FAX Messaging guest profile for an extension does not change throughout checkin and checkout unless you change the administration itself. Since these permissions do not change, administer the Lodging FAX Messaging guest profile for each extension so that administration does not have to be performed during checkin and checkout. Identify any rooms with in-room fax machines or any rooms that you do not want to receive Lodging FAX messages. For more information, see ‘‘Guest FAX Profile

Administration’’ on page 5-14.

Activity 6: Make Arrangements for Permanent Guests

Permanent guests are people who use your site as their primary residence. They live at the hotel all year or for extended periods of time. Generally, their affairs are handled differently from those of short-term guests. Since the PMS may not consider them to be checked-in guests, they may not receive a voice mailbox.

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Administrator’s Responsibilities

Systems with the INTUITY AUDIX Application

If permanent guests reside at your site, you can administer them as INTUITY

AUDIX® subscribers. If you administer guests as INTUITY AUDIX subscribers, you

may want to create a separate I sure to provide permanent guests using I

NTUITY FAX Messaging with instructions.

NOTE:

Permanent guests who use the INTUITY AUDIX application may receive broadcast messages intended only for employees. If you give permanent guests I

NTUITY AUDIX mai lboxes, use a mailing list of employees to send

messages only to employees instead of using the I feature.

Systems without the INTUITY AUDIX Application

If your site hosts permanent guests and you do not have the INTUITY AUDIX application, check permanent guests in as guests on the Lucent I Use the check-in procedure in Chapter 5, ‘‘Mailbox Administration and Use’’ enter permanent guests in the integrated or non-PMS environments.

NTUITY AUDIX class of service (COS) for them. Be

NTUITY AUDIX with or without Lucent

NTUITY AUDIX broadcast

NTUITY terminal.

June 1999

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Page 2-8Preventive Maintenance Activities

, to

Activity 7: Create Customized Prompts

Lodging includes system voice prompts that provide instructions for guests and callers. Some of these prompts can be changed to include the name or location of your site or other information such as seasonal greetings. See ‘‘Custom Prompt

Administration’’ on page 6-7 for instructions.

Activity 8: Create FAX Bulletin Boards or Fax Mailboxes

If you want to use Lodging FAX Messaging to distribute or send faxes to customers, create the Lodging FAX Messaging bulletin board or Lodging FAX Messaging mailboxes. See Chapter 1, ‘‘Lodging and Lodging FAX Messaging

Overview’’ for a description of Lodging FAX Messaging bulletin board and mailbox

operation. See Chapter 4, ‘‘Lodging FAX Messaging Administration’’ instructions.

Preventive Maintenance Activities

Administrators are required to perform periodic preventive maintenance. When you perform this maintenance on a regular basis, you can identify and correct problems that might otherwise compound themselves. Information collected for analysis is also more reliable when samples are for identical collection periods.

for

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Intuity Lodging Administration and Feature Operations

Administrator’s Responsibilities

Preventative Maintenance Checklist

Table 2-3 provides a checklist of the required activities and includes a reference to

where you can find the procedures for performing them.

Table 2-3. Checklist of Administrator’s Preventive Maintenance Activities

Activity Reference

Daily

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Weekly

Respond to any problems reported by

Chapter 8, ‘‘Troubleshooting’’

guests or attendants.

Review the Administrator’s and Alarm

Alarms and Log Messages

Logs for administrator’s messages and system alarms.

Print and review the Guest Over Mailbox Limit Report.

‘‘Guest Over Mailbox Limit Report’’ in

Chapter 7, ‘‘Reports, Logs, and

Audits’’

Observe calls for seve ral minutes on the System Monitor screen. Verify that all

‘‘System Monitor’’ in Chapter 7,

‘‘Reports, Logs, and Audits’’

channels have On-Hook status. Review the FAX Transmission Queue

Report.

‘‘Lodging FAX Transmission Queue

Report’’ in Chapter 7, ‘‘Reports, Logs,

and Audits’’

Check the condition of the guest

None services FAX machine.

Check available disk space. ‘‘Verifying System Status’’

7, ‘‘Reports, Logs, and Audits’’

Print and review the Phone Line Usage Report.

‘‘Phone Line Usage Report’’ in

Chapter 7, ‘‘Reports, Logs, and

Audits’’

in Chapter

Audit the mailbox database. ‘‘Audit Mailbox Database’’ in Chapter

7, ‘‘Reports, Logs, and Audits’’

Create an attended back up. Backing Up System Files (Attended)

(1 of 2)

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Table 2-3. Checklist of Administrator’s Preventive Maintenance Activities

Activity Reference

Monthly

Check the system clock. Checking the System Clock

Before, During, and After Periods of High Occupancy

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Check available disk space. ‘‘Verifying System Status’’

7, ‘‘Reports, Logs, and Audits’’

in Chapter

(2 of 2)

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Intuity Lodging Administration and Feature Operations

Basic System Administration

Overview

Issue 1

June 1999

Page 3-1Overview

This chapter describes the basic system administration, including:

■ Password

■ Lodging system parameter

■ Extension

■ Old mailbox

Purpose

The purpose of this chapter is to provide procedures and information for the

administrator necessary to administer Lucent™ I

Logging In and Out

Use the following procedures to log in and out of the Lucent INTUITY system terminal.

Logging In

To log on to the Lucent INTUITY system at the terminal:

NTUITY™ Lodging.

NOTE:

If the Lucent INTUITY terminal already displays a window or menu, log out (see below) and log back in to make sure that you have system

administrator’s permissions. The system administrator’s login is

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Intuity Lodging Administration and Feature Operations

Basic System Administration

1. Enter sa at the Console Login: prompt.

2. At the Password: prompt, type the password provided at installation and press .

ENTER

Issue 1

June 1999

Page 3-2Logging In and Out

Figure 3-1. INTUITY (TM) Main Menu

Logging Out

The Lodging administrator’s login and password allow the system administrator access to confidential information and special functions. To protect the system’s security, log out after finishing administrative tasks.

To log out of the system:

NOTE:

You may change your terminal-based password, but not your login name. See ‘‘Changing Terminal-based Passwords’’

, below, to change the system

administrator’s (sa) password.

1. Press (Cancel) until you reach the Console Login: prompt.

You are logged out of the system when you see this prompt.

CAUTION:

For the system to operate, the Lucent I times. Do not turn off the system. After logging out of the system, leave the power on.

NTUITY

system must remain on at all

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Password Administration

The terminal-based login and password allow you to perform administrator tasks on the Lucent I installation and on a routine basis after the system is in operation.

Passwords are confidential information and should not be shared with any unauthorized individuals. Lucent recommends memorizing passwords instead of writing them down. Take special care not to forget the password. If you forget the password, you will not be able to perform any of the system administration functions until the password is re-administered. To fix the problem, follow your service path.

This section describes how to change the administrator’s and attendant’s:

■ Terminal-based passwords

■ Telephone-based passwords

NOTE:

For information about guest passwords, see ‘‘Guest Password’’ in Chapter

5, ‘‘Mailbox Administration and Use’’”.

NTUITY terminal. Change the passwords within 24 hours of

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Changing Terminal-based Passwords

To change any terminal-based password, access the Assign/Change Password window, and then enter the login ID.

1. Start at the Lucent I

> Customer/Services Administration

> System Management

> Password Administration

The system displays the Assign/Change Password window (Figure 3-2

NTUITY main menu (Figure 3-1) and select:

> Assign/Change Password

Figure 3-2. Assign/Change Password Window

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2. Enter sa (system administra tor) or a ttend (attendant) into the Login: field (Figure 3-2

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3. Press (Save).

The system displays the following message:

You are about to change the password for sa Press <y> to confirm.

Press <n> to cancel.

4. Press y The system displays the following message: Changing password command for sa

New Password:

5. Enter the new password. The system displays the following message: Re-Enter New Password:

6. Enter the same password. If the entries match, the system displays the following message:

Password changed for (login)

Hit acknowledge key to continue If the entries do not match, the system prompts you to try again.

7. Press (Acknowledge Message).

The system returns to the Assign/Change Password window (Figure 3-2

8. Press (Cancel) until you reach the Lucent I (Figure 1-3

) or enter another login.

Changing Telephone-based Passwords

The administrator’s telephone-based extension and password allow you (as the administrator) to perform administrative tasks on the telephone such as creating a broadcast message. The attendants’ telephone-based password allows them to perform telephone-based tasks, such as restoring deleted messages. All attendants use the same password.

Change the attendants’ telephone-based password at least once a month and follow your security policy.

To change telephone-based passwords:

1. Start at the Lucent I

NTUITY main menu (Figure 3-1) and select:

NTUITY main menu

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> Lodging Administration

> Lodging Administrator Registration

The system displays the Lodging Administrator Registration window (Figure 3-3

Figure 3-3. Lodging Administrator Registration Window

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2. Verify that the administrator’s extension is correct. If not, enter the correct

extension.

3. Enter the administrator’s new password into the Administrator Password: field. This field accepts four digits.

CAUTION:

Follow your security policy while setting these passwords. Do not use trivial or easily identified passwords such as the extension number or repeating digits.

4. Enter the new telephone-based password for the attendant into the Attendant Password: field. The field accepts four digits.

5. Press (Save).

The system displays the following message:

Are you sure you want to save these registration parameters?

Type y to confirm your password changes. Type n to cancel your password changes.

6. Press y The system displays the following message:

Administration Registration Parameters Updated Press <Enter> to continue.

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7. Press to continue.

8. Press (Cancel) to return to the Lucent I

ENTER

Lodging System Parameter Administration

The Lodging System Parameter Administration window (Figure 3-4) allows you to set system limits and activate features for all guests. You cannot change these parameters for individual guests.

The system parameters control operating conditions such as mailbox size and maximum message length. If you need to conserve disk space, keep system

parameter values near their minimum values. However, this limits outside callers’ access time to the system. If you have chronic space problems on the system, you may need to purchase additional storage space. See ‘‘Verifying Syste m

Status’’ on page 7-18 and ‘‘Guest Over Mailbox Limit Report’’ on page 7-10 to

generate a report containing storage space use information. The defaults provided by Lodging for system parameters are sufficient for most

sites. Use caution while changing any of these parameters and monitor the system’s performance after the change.

NTUITY main menu (Figure 1-3).

Changing System Parameters

1. Start at the Lucent INTUITY main menu (Figure 3-1) and select:

> Lodging Administration

> System Parameter Administration

The system displays the System Parameter Administration window (Figure 3-4

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Figure 3-4. System Parameter Administration Window

2. Change or enter the desired parameters. Use the up and down arrow keys to move the cursor to different fields.

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3. Press (Save).

4. Enter y to confirm your choice of saving the parameters. The system displays a window confirming that the parameters have been

saved.

5. Press to continue. The system returns to the System Parameters window (Figure 3-4

6. Press (Cancel) to exit the System Parameter window.

System Parameters

The following section describes each of the system parameters.

Attendant Extensions

The seven fields at the top of the System Parameters window are for attendant extensions. Attendant extensions have special privileges such as the ability to restore a deleted message and use the attendant telephone-based password.

NOTE:

In the non-PMS environment, the two PMS parameters shown in the example window (Figure 3-4

ENTER

) do not appear.

NOTE:

The administrator’s extension cannot be an attendant extension.

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Enter all extensions that need attendant privileges, one extension in each field. The system may support a maximum of seven attendant extensions. Each extension may have a maximum extension length of seven digits. Leave unused fields blank. This parameter does not have any defaults.

If you change the primary attendant, modify the attendant hunt group to include the changes to the extension(s).

Hunt Group or Primary Attendant

The system uses the number in the Hunt Group or Primary Attendant parameter to transfer guests and callers to the attendant for help. The system transfers callers or guests to the attendant when they do any of the following:

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■ Press for assistance

■ Leave a maximum length message

■ Stay on the line after leaving a message

■ Remain silent when prompted to leave a message

■ Reach a full mailbox

The last three bullet items only occur when the Operator Revert parameter is set to yes. See ‘‘Automatic Transfer to Operator at End of Call (Operator Revert)’’

below.

NOTE:

The administrator’s extension may not be the hunt group/primary attendant extension.

To set this parameter:

■ If you have created a hunt group on the telephone system of attendant

extensions, enter that hunt group’s extension.

■ If you have not created an attendant hunt group on the telephone system,

enter one of the attendant extension to serve as transfer point for help.

■ Enter the primary attendant extension also as an Attendant Extension.

The field allows a maximum of seven digits. The system does not provide defaults for this field. This is a required parameter. Lodging does not allow you to save and exit the System Parameter window if this field remains blank.

Mailbox Size

The Mailbox Size parameter specifies the size for all guest mailboxes and sets each mailbox to the same size. The field is two characters long and accepts only numbers from 1 to 99 minutes. The default is 6 minutes. If you leave this field blank, mailboxes have no limit.

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NOTE:

This parameter applies to voice message storage. The system controls fax message storage with the number of fax messages allowed in a mailbox under the Guest FAX Profile Administration window. See ‘‘Maximum

Number of FAX Messages’’ in Chapter 5, ‘‘Mailbox Administration and Use’’.

The default size of 6 minutes will support an extremely heavy user. Reports show that the average message length is between 20 and 30 seconds, allowing the default to support approximately 12 messages at 30 seconds each. See

‘‘Maximum Message Length’’

average message length on your system. You do not need to increase the mailbox size if you are operating the application

in a hospitality environment. If you are operating this application in a college dormitory, a hospital, a nursing home, or another type of care facility, residents may need larger mailboxes.

When a guest exceeds the mailbox size, callers to the extension hear “There is no room in the mailbox to leave a message” and the system transfers the caller to an attendant. Guests who call to retrieve messages from a mailbox that is over the limit hear “Your mailbox is full. Please delete unneeded messages.”

below for instructions about determining the

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CAUTION:

This parameter impacts the storage space on the system. Always monitor the system space usage after changing this parameter. If you need additional hours of speech, contact your sales representative.

While setting this parameter:

1. Review the number of guests over the limit. See ‘‘Guest Over Mailbox Limit

Report’’ in Chapter 7, ‘‘Reports, Logs, and Audits’’. If you have guests over

the mailbox limit or frequent complaints from guests, increase this parameter.

2. Determine the hours of speech available for use. See ‘‘Verifying System

Status’’ in Chapter 7, ‘‘Reports, Logs, and Audits’’, and determine the

number of unused hours of speech by subtracting the Used Hours of Speech from the Purchased Hours of Speech. Potential Hours of Speech is the number of hours available on your system without purchasing an additional disk.

3. Determine system space availability and increase in size: For systems not operating Lodging FAX Messaging:

Divide the unused hours of speech by the number of guests at high or maximum occupancy. This number is the maximum amount of time that you can add to each mailbox. You can add this available time to the mailboxes in any increment of 1 or more minutes. Monitor the system to determine if the increase stops the mailbox full condition.

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If the system needs additional storage space, contact your sales representative.

NOTE:

Until the system receives additional storage space, impose a modest mailbox size or set Allow Guests to Save Message to off (below). This will prevent the speech database from running out of space.

For systems operating Lodging FAX Messaging: The system does not use the setting in the Mailbox Size for FAX. Instead,

the system stores the faxes in purchased hours of speech time and uses the Maximum Number of FAX messages parameter to limit the number of faxes. When you increase the mailbox size, monitor the system space usage to be sure that the system has sufficient space for storing faxes. If the usage goes too high, your system will not be able to accept or store faxes.

a. Estimate your highest number of received faxes during a 24-hour

period. Be sure to take into account guest populations — certain events such as business meetings or sales conferences may experience heavier fax traffic.

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NOTE:

If you are unable to estimate the fax traffic for the system, use

(0.25/faxes/subscriber/day)(number of subscribers) to determine the Estimated Number of Faxes and continue

with step c.

b. Subtract an estimate of the number of faxes currently on the system

from your estimate in Step a. Use the FAX Traffic Report’s FAXes Received field. See ‘‘Lodging FAX Traffic Report’’

in Chapter 7,

‘‘Reports, Logs, and Audits’’ for the current day and the previous

day.

c. Multiply the following together to determine the estimated number of

seconds that the system needs to store faxes: Estimated Number of Seconds of Fax = (Estimated Number of FAXes)(3 pages/FAX)(40 seconds/page)

d. Convert the seconds needed to hours of speech:

Estimated Hours of Speech for Fax = (Estimated Number of seconds of fax)(1 min/60 sec)(1 hr/60 min)

e. Subtract the hours of speech needed for fax storage from the

unused hours of speech.

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f. Use the remaining hours of speech to increase the guest’s mailbox

size. Divide the unused hours of speech by the number of guests at high or maximum occupancy. This number is the maximum amount of time that you can add to each mailbox. You may add this available time to the mailboxes in any increment of 1 or more minutes. Monitor the system to determine if the increase stops the full mailbox condition.

Pause for Touch-tone Input

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The Pause for Touch-Tone Input parameter (also called the

time-out

period) sets the number of seconds that Lodging waits for input. The field accepts a single digit from 4 to 9 seconds. The default is 4 seconds. If users are new, unfamiliar with the language, or physically challenged, you may want to increase this number and adjust it as necessary.

This field determines the time the system waits to act:

■ After playing a prompt for the user to respond

If the user does not respond within the set time, the prompt repeats. If nothing is entered, Lodging plays a closing message and disconnects.

■ During touch-tone input for the next tone

If the user does not enter the next digit of an extension or a password before the time-out period expires, the system processes the already-entered digits. For incomplete passwords, the system plays “login incorrect”. For incomplete extensions, the transfer fails and the system prompts for the extension again.

■ After an extension shorter than the maximum

If the user enters an extension length that is shorter than the Maximum Extension Length (below), the s ystem waits for the next digit(s). For example, a site has room extensions with 3 or 4 digits. The system is set to the Maximum extension length of 4. When a caller enters a 3-digit extension, Lodging waits the length of the timeout period for the 4th digit. After the timeout period expires, Lodging uses the 3 digits entered.

■ During Lodging FAX Messaging call answer

The time-out period can affect fax delivery for systems with Lodging FAX Messaging. For the first digit entered for the guest’s extension, Lodging waits for 4 seconds. Subsequent digits use the Pause for Touch-Tone Input setting. If time-out occurs, the system stores the fax in the administrator’s mailbox.

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Maximum Extension Length

The Maximum Extension Length parameter sets the maximum number of digits in a room extension. The range is from 1 to 7 digits and the default is 4 digits. In environments operating with multiple-length room extensions, set the longest extension length. Setting this number accurately ensures that calls are processed quickly.

CAUTION:

If the Lodging database is populated and you decrease this number, you risk making some mailboxes inaccessible.

Before setting this parameter to a lower number, examine the Mailbox Usage Report to verify that the system does not have extensions longer than the new maximum. For example, to decrease the number from 4 to 3, make sure that no 4-digit room extensions exist in the database. If 4-digit extensions exist and you decrease the Maximum Extension Length to 3, guests with 4-digit extensions will only be able to access their mailboxes from their rooms.

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NOTE:

Users entering an extension number shorter than the maximum experience the time-out period. See the earlier section, ‘‘Pause for Touch-tone Input’’

Maximum Message Length

The Maximum Message Length parameter sets the maximum length allowed for any single voice message.

NOTE:

This parameter does not apply to Lodging FAX Messaging. These messages can be any length.

The field is three characters long and the range is between 30 and 360 seconds. The default is 120 seconds. Callers exceeding this maximum are transferred to the attendant (if you have enabled Operator Revert) or disconnected after the system plays a closing message.

Reports show that the average voice message length is between 20 and 30 seconds. The 120-second default is usually sufficient for the caller to leave a detailed message. The Mailbox Usage Report lists the number of messages each guest has and how many speech seconds those messages consume. Both of these values are totaled at the end of the report. To find the average message length at your site, divide the speech seconds by the number of messages.

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Allow Guests to Save Message

This parameter allows you to permit guests to save voice messages.

NOTE:

This parameter does not apply to Lodging FAX Messaging. The system

controls the guest’s ability to save faxes under the Guest FAX Profile Administration window. See ‘‘Keep FAX Messages Active in the Mailbox

After Delivery’’ in Chapter 5, ‘‘Mailbox Administration and Use’’.

This is a yes or no field. The default is yes. To allow guests to save messages manually or automatically, enter yes. If set to yes, after the system plays a message, the guest can press to manually save the message or not press any touch tones to allow the system to automatically save the message and play the next. If set to no, guests will not hear this prompt and cannot save messages. Lodging will only save messages if the caller disconnects during playout. The Phone Line Usage Report lists disconnects in the Abandoned Voice Mail field.

If the Mailbox Size parameter contains a reasonable value and you have purchased the minimum recommended hours of speech, your system has enough disk space for guests to save their messages. If you allow guests to save messages, monitor the system’s space use. See ‘‘Preventive Maintenance

Activities’’ in Chapter 2, ‘‘Administrator’s Responsibilities’’ for a listing of

preventive maintenance activities. If you constantly encounter storage space problems, contact your sales representative and purchase additional hours of speech.

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Lamp On for New Messages Only

The Lamp On for New Messages Only parameter sets the message-waiting indicator (MWI) to on for new messages only or to on for any new, saved, or restored messages This is a yes or no field. The default is yes.

NOTE:

For Lodging FAX messages, the MWI stays on if the faxes remain active in the mailbox.

If the Lamp On for New Messages Only parameter is set to no, the MWI is on for all types of messages, including saved and restored. The advantage to this setting is that the guest always knows when a message is waiting. This setting may also encourage guests to keep their mailboxes clean to keep the MWI off. However, you may also receive complaints from guests that they have listened to all of their messages but the light is still on.

If the Lamp On for New Messages Only parameter is set to yes, then the MWI is on for new messages only. With this setting, attendants have to notify guests when they restore deleted messages or when they reactivate an old mailbox with saved messages. After a guest handles all messages, the MWI will go off.

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Automatic Transfer to Operator at End of Call (Operator Revert)

The Automatic Transfer to Operator at End of Call parameter sets the system’s transfer instructions when callers:

■ Leave a maximum-length message

■ Stay on the line after leaving a message

■ Remain silent when prompted to leave a message

This is a yes or no field. The default is no. When you set this parameter to yes, the system transfers callers to the Primary Attendant (above). If you set this parameter to no, the system plays a closing message and disconnects in any of the above situations.

The Operator Revert parameter is mainly a help feature for outside callers. It accommodates callers from rotary telephones who cannot press to transfer to an attendant or who are having difficulty using the system. This feature may cause slightly more attendant traffic.

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Default Language

The Default Language parameter sets the language for the spoken system prompts. The system uses the default language any time that it does not have instructions to use another language, such as when a guest calls for messages from an extension other than the guest’s extension or if the guest is not administered for a guest language that is different from the default.

NOTE:

The system sets languages in two places: with the Default Language parameter on the System Parameters window, and with the Guest Language parameter on the Mailbox window. The Guest Language field on the Mailbox window sets the language for individual guests, one at a time. The Default Language field on the System Parameters window sets the default language for guests.

Mailbox Type

The Mailbox Type parameter sets how the system arranges the messages in the mailbox. The field has 2 options: separate and combined. The default is separate.

If you set this parameter to separate, the system divides the old and new messages in the mailbox and a voice header identifies the group during message playout. If you set this parameter to combined, the system plays out all messages one group without new or old message identification.

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Playback Format

The Playback Format parameter sets the order in which messages in a group will be played out. This field has 2 options: LIFO (last-in-first-out) and FIFO (first-in-first-out). The default is FIFO. If you set this parameter to LIFO, the system will play new messages first. If you set this parameter to FIFO, the system will play the messages in the order in which the system received them, oldest messages first.

Message Lamp Controlled By

The system displays the Message Lamp Controlled By parameter only if the PMS software is installed on the Lucent I link from the Lucent I determines if Lodging or the PMS controls the MWI. The field has two options: LDG (Lodging) or PMS (Property Management System.) The default is LDG.

NOTE:

This parameter does not appear for systems integrated through the switch link, such as the GuestWorks

NTUITY system to the PMS computer. This parameter

NTUITY system and the link in use is a direct

server

integration.

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After you set this parameter you should not change the MWI control. If Lodging is in control of the MWI and you change the control of the MWI to PMS, MWIs turned on by Lodging cannot be turned off. After guests have deleted all of their messages, their MWIs will remain on. The MWIs turned on by Lodging must be turned off by Lodging.

NOTE:

Leave Word Calling (LWC) is the activation of the MWI from the attendant console. Lodging does not support LWC. If you manually activate an MWI with LWC, you must manually deactivate the MWI with LWC.

In the integrated PMS environment, Lucent recommends that the PMS control the MWI. If the PMS is to control the MWI, it must be able to distinguish between

NTUITY

voice and text messages as specified in the Lucent

Management System Specifications

. Under these specifications, if a guest

Lodging Property

retrieves voice messages but not text messages, the MWI remains on. Remember that PMS link down occurrences are rare. When they do happen, they

are usually brief and downtime inconsistencies (database and MWI) between the two systems when the link returns to normal are automatically corrected.

Table 3-1

below summarizes the impact of the administration.

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When PMS Link Is Down, Call for Guests Handled By

The system displays the When PMS Link is Down, Call for Guests Handled By parameter only if the PMS software is installed on the Lucent I the link in use is a direct link from the lucent INTUITY system to the PMS computer. This parameter determines whether the system or the attendant will answer calls when the PMS link is down. The field has two options: Attendant and LDG (Lodging). The default is Attendant.

NOTE:

This parameter does not appear for systems integrated through the switch link, such as the GuestWorks

Remember that PMS link down occurrences are rare. When they do happen, they are usually brief and downtime inconsistencies (database and MWI) between the two systems when the link returns to normal are automatically corrected.

server

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NTUITY system and

integration.

Table 3-1

summarizes the impact of the administration.

Table 3-1. MWI Parameter Control Summary

When PMS Link Is Message Lamp Controlled By:

Down, Calls for Guests

Handled By:

Impact if the PMS Link Stops Functioning

LDG LDG Lodging continues to take messages

and control the MWI.

(1 of 2)

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Table 3-1. MWI Parameter Control Summary

When PMS Link Is Message Lamp Controlled By:

Down, Calls for Guests

Handled By:

Impact if the PMS Link Stops Functioning

PMS LDG Lodging continues to take messages but

the MWIs will not be updated until the PMS link is restored.

LDG Attendant Lodging continues to take messages

normally. Callers and guests experience no differences during the time that the link is down.

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PMS Attendant The Lucent I

telephone calls to the attendant. The caller hears “This message is experiencing technical difficulties. Your call is being transferred to a hotel operator.” Guests can still retrieve messages that were recorded before the link went down but their message notification may not state that text and fax messages are waiting. However, no MWI inconsistencies will occur while the PMS link is down.

During this time, attendants should take text messages and enter the text messages into the text message tally after the PMS link get s restored.

Extension Administration

NTUITY system transfers all

(2 of 2)

Extension administration involves

■ Deleting extensions from the database

■ Cha ngi ng the admi ni strat or’s extension

When the Lodging database has an incorrect extension number or a particular room does not require a voice mailbox, such as a room under construction or serving as storage space, delete the extension. Deleting unwanted extensions rids the database of unnecessary information, freeing disk space and helping to prevent database discrepancies in the integrated PMS environment. In a co-resident system, a mailbox may need to be deleted from Lodging when a guest is being transferred to the I

NTUITY AUDIX messaging application.

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Changing the administrator’s extension allows administrators to re-administer the extension if the need arises. If you change the administrator’s extension, you will need to administer a new password for the extension. All mailing lists will still be available with the new extension.

NOTE:

To re-administer the attendants’ extensions, see ‘‘Attendant Extensions’’ above and use the Lodging System Parameter Administration window.

Deleting Extensions

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If your system operates behind a GuestWorks

server

and uses a link between the PMS and the telephone system for operations with Lodging and for non-PMS environments, use the procedure below to delete extensions. For other PMS environments, follow your vendor’s instructions.

To delete an extension from the Lodging database:

1. Start at the Lucent I

NTUITY main menu (Figure 3-1) and select:

> Lodging Administration

> Guest Mailbox Administration

> Mailbox

The system displays the Mailbox window (Figure 3-5

Figure 3-5. Mailbox Window

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2. Enter the extension to be deleted into the Guest Extension field.

NOTE:

The extension entered must be checked out before you delete it.

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3. Press (Chg-Keys) and then (Del_Extn).

The system displays a confirmation message that the extension has been deleted from the database.

NOTE:

If the system reports “There is no room with this extension”, ignore the message and continue.

4. Press to continue.

5. Press (Chg-Keys) and then (Cancel).

ENTER

If you have finished using the Lucent I

Changing the Administrator’s Extension

In an integrated PMS environment, follow the instructions in the PMS documentation. In a non-PMS environment, follow the instructions below.

To change the administrator’s extension:

1. Clear the administrator’s mailbox of all voice and fax messages.

2. Start at the Lucent I

NTUITY main menu (Figure 3-1) and select:

NTUITY terminal, log off.

> Lodging Administration

> Lodging Administrator Registration

The system displays the Lodging Administrator Registration window (Figure 3-6

Figure 3-6. Lodging Administrator Registration Window

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3. Enter the new extension in the Administrator Extension: field.

NOTE:

The administrator’s extension cannot be an attendant or the hunt group/primary attendant extension.

4. Enter new password in the Administrator Password: field. This field accepts four digits.

CAUTION:

Follow your security policy while setting these passwords. Do not use trivial or easily identified passwords such as the extension number or repeating digits.

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5. Press (Save).

The system displays the following message:

Are you sure you want to save these registration parameters?

Press <y> to confirm. Press <n> to cancel.

6. Type y to confirm saving the registration parameters. The system displays the following message:

Administrator Registration Parameters Updated Press <Enter> to continue.

7. Press to continue.

8. Press (Cancel).

9. If you are going to assign the old extension to I

ENTER

NTUITY AUDIX or if you are

going to discontinue any type of mail service for the extension, delete the extension. See ‘‘Deleting Extensions’’

above.

10. Verify that the coverage path for new administrator’s extension includes Lodging.

Old Mailbox Administration

The system stores messages for a previous guest in an old mailbox for a maximum of 24 hours after the guest checks out or until another guest gets checked out from the same extension. Old mailboxes contain unopened, saved, or restored voice messages and unprinted or deleted fax messages. Old mailboxes do not include deleted mess age s or text and fax mess age tal lies . These are purged from the system when the guest checks out.

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At midnight, the system purges all old mailboxes that are at least 24 hours old. If many guests check out and leave old messages behind or if the system is exhibiting space problems such as not accepting fax messages, you may force the system to purge the mailboxes before the scheduled time. Purging old mailboxes removes them from the database.

After you purge the old mailboxes, attendants will not be able to retrieve old messages for checked-out guests. After purging all mailboxes, inform attendants that they cannot retrieve leftover messages for recently checked-out guests or reactivate mailboxes.

If your system is operating behind a GuestWorks the PMS and the telephone system for operations with Lodging and for non-PMS environments, use the procedure below to purge old mailboxes. For other PMS

environments, follow your vendor’s instructions. To purge all old mailboxes:

server

and using a link between

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Page 3-21Old Mailbox Administration

1. Start at the Lucent I

NTUITY main menu (Figure 3-1) and select:

> Lodging Administration

> Guest Mailbox Administration

> Old Mailbox

The system displays the Old Mailbox window (Figure 3-7

Figure 3-7. Old Mailbox Window

2. Enter all in the Guest Extension: field.

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Basic System Administration

NOTE:

To purge a single mailbox, enter the guest’s previous extension. Pressing the (Choices) key displays list of all extensions that have

an old mailbox.

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3. Press (Chg-Keys) and then (Purge).

All of the fields on the Old Mailbox window are the same as on the Mailbox window except Guest Checkout. This field contains the date and time when the guest checked out.

4. Type y to confirm your choice of purging all old mailboxes. The system displays the following message: Checking if voice system is up and running

5. Press to continue.

ENTER

The system displays a confirmation message saying that all old mailboxes have been purged.

6. Press to continue.

7. Press (Chg-Keys) and then (Cancel) until you reach the Lucent I

If you have finished using the Lucent I

ENTER

NTUITY main menu (Figure 3-1).

NTUITY terminal, log off.

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Lodging FAX Messaging Administration

Lodging FAX Messaging

Administration

Overview

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Page 4-1Overview

This chapter describes the tasks the Lodging administrator will need to perform for systems operating Lucent I

NTUITY Lodging FAX Messaging.

Purpose

The purpose of this chapter is to provide instructions for Lucent™ INTUITY™ Lodging FAX Messaging administration.

Lodging FAX Messaging System Parameters Administration

Lodging FAX Messaging administration uses two windows:

■ FAX System Parameters Administration

This window applies to all extensions in the system. For an explanation of this window, see the section that follows.

■ Guest FAX Profile Administration

This window applies to individual extensions. See ‘‘Guest FAX Profile

Administration’’ in Chapter 5, ‘‘Mailbox Administration and Use’’ for

instructions.

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Changing FAX System Parameters

1. Start at the Lucent INTUITY main menu (Figure 3-1) and select:

> Lodging Administration

> FAX Add-on Administration

> FAX System Parameters Administration

The system displays the FAX System Parameters Administration window (Figure 4-1

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Figure 4-1. FAX System Parameter Administration

2. Change or enter the desired parameters. For a description of the different fields, see the section that follows.

3. Press (Save).

The system displays the following message:

FAX system parameters updated Press <Enter> to continue.

4. Press to continue.

5. Press (Cancel) to exit the FAX System Parameter Administration window (Figure 4-1

ENTER

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FAX System Parameters

The following section provides details about the parameters available in the FAX System Parameter Administration window.

Allow Delivery of FAX to Any Number

For a guest to be able to send faxes to any destination outside the hotel, including offices, residences, or other locations, the following two parameters must be set to yes:

■ Allow Delivery of FAX to Any Number on the FAX System Parameter

Administration window.

■ Deliver FAX Messages to any Phone Number? on the Guest FAX Profile

Administration window in Chapter 5, ‘‘Mailbox Administration and Use’’

The Allow Delivery of FAX to Any Number parameter applies to every mailbox on the system. This is a yes/no field. The default is no. For guests to be able to use this feature, the switch must be administered to permit outcalling for the Lucent

NTUITY channels.

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CAUTION:

If you allow guests to forward faxes to other destinations, use passwords with the mailboxes. Otherwise, any caller can connect to the mailbox through the fax telephone number and forward faxes to another destination or retrieve the fax through same-call retrieval.

If this parameter is set to yes, guests may send a fax to an outside destination. You may place restrictions on the destination(s) and control billing by administering the following parameters:

■ Maximum Number of Digits Allowed in the FAX Number

Controls how many digits guests may dial when forwarding a FAX to an outside number.

■ String of Digits to Prefix to the FAX Number

Allows the use of codes for billing guests who forward a fax to an outside destination.

■ Deliver FAX Messages to Any Phone Number?

Allows you to give permission to individual guests to deliver fax to any phone number. The field must be set to yes for the guest to be able to do so. You may use this field from the Guest FAX Profile Administration window.

If set to no, guests may only send their faxes to the guest services fax machine, to another fax machine within the hotel, or to their in-room fax machine. They may not forward faxes to other destinations even if Allow Delivery of FAX to Any Number is set to yes.

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Maximum Number of Digits Allowed in the FAX Number

The Maximum Number of Digits Allowed in the FAX Number parameter sets the maximum number of digits that a guest may dial while sending a fax. The field accepts a number from 0 to 20. The default is 10. This number does the numbers of digits used in the dial string.

If you want to allow your guests to send faxes to any long-distance location, enter the number of digits that guests should dial. To find this number, subtract the number of digits in the dial string from the total of all the digits that will need to be dialed.

For example, if you will allow guests to call any number within the North American Numbering Plan, and your string of digits is set to 9e to obtain an outside line and bill the guest, enter 1 1. The guest dials 1 plus the area code and the number. The system dials the dial string and the digits that the guest entered as follows:

1. The dial string is 9e. The letter “e” instructs the system to dial the user’s

extension for billing purposes.

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include

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2. The guest dials 1-614-555-1212

3. The system attaches the dial string and dials 9-(guest extension)-1-614-555-1212

4. The telephone system processes the call and uses the guest’s extension to establish the account code for billing.

To allow all destinations, enter 20. Since this is a maximum, guests may enter fewer numbers to reach a destination.

CAUTION:

If you allow unrestricted delivery, make sure that you use passwords with your mailboxes. If you do not, an outside caller can send a fax to the guest extension and then call the extension and send the fax to any destination. You or the guest occupying the room will be billed for the call.

If Allow Delivery of FAX to Any Number? is set to no, leave this field blank.

Maximum Number of Tries to Deliver a Fax

The Maximum Number of Tries to Deliver a fax parameter sets the maximum number of times the Lucent I machine or guest-specified destination. The field accepts a number from 1 to 9. The default is 5. The system includes the first attempt at delivery against this count. For example, if the field is set to 5, the system counts the first failed delivery as 1 and tries four additional times to deliver the fax to the guest services fax machine or any other destination.

NTUITY system attempts to send the fax to a fax

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If the system is unable to deliver the fax after the maximum number of tries, it

marks the fax as “Failed” and returns it to the originating mailbox. When administering this parameter, be sure to conform to any local retry

specifications. Contact your sales representative or remote maintenance center if you have questions about the number of times your system may be permitted to call out.

Maximum Number of Channels to Use for FAX Delivery

The Maximum number of Channels to use for Lodging FAX Delivery parameter sets the maximum number of channels that the system may use at one time for fax forwarding or retrieval.

NOTE:

This parameter only applies to Lodging FAX calls generated by the system. The system generates fax calls while sending faxes to the guest services fax machine, in-room fax machine, or to a destination outside the hotel. The system may use any channel for same-call fax delivery. Same-call fax delivery occurs when the caller presses start on a fax machine and the Lucent I re-connecting.

NTUITY system transmits the fax without disconnecting and

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The field accepts an entry from 0 to 9. The default is 2. You may not want to administer all channels to permit outbound fax activity. To begin with, enable half of your channels, and then monitor the fax transmission queue. If the system blocks faxes from delivery, increase the number of channels in this field. If you need to stop fax transmission, set this field to zero. When you set this field to zero, the system will not call out to deliver any faxes, although it will continue to deliver faxes via same-call delivery. Also, the number of failed delivery attempts and the retry intervals will continue to increment. Fax transmission will remain off until you enter a number greater than zero.

Any faxes in the queue, when the system reaches the maximum number of channels, will remain in queue until channels become available.

First Retry Interval

The First Retry Interval parameter sets the length of time the system waits before resending a fax that failed its first delivery attempt. The field accepts a number from 0 to 99 minutes. The default is 5 minutes.

When the system is instructed to send a fax, it immediately attempts delivery, if a port is available. If a port is unavailable, or if the system encounters a busy signal or a time-out at the delivery destination, the system uses this field to determine when to try to send the fax again. If you leave this field blank, the system uses the subsequent retry interval time.

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Second Retry Interval

If the system was unable to deliver the fax to the destination number during the initial and first retry intervals, it uses this parameter to establish when to try again. You may enter a number from 1 to 99 minutes to indicate the number of minutes that the system should wait. The default is 10 minutes. If you leave this field blank, the system uses the subsequent retry interval time.

Subsequent Retries Interval

The Subsequent Retries Interval parameter sets the time that the system waits if the initial, first, and second delivery attempts fail. The default is 30 minutes.

The system uses this time period between each later delivery attempt, up to the maximum number of tries set in the Maximum Number of Tries to Deliver a fax: field The first attempt counts as 1 against the maximum number of tries. For example, a guest instructed the system at 3:00 to deliver a fax to a destination number. If the first delivery failed, and the retry administration was:

Maximum number of tries to deliver a FAX: 4

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First retry interval (min): 5 Second retry interval (min): 10 Subsequent retries interval (min): 30

the system would attempt to send the fax at 3:05, 3:15, and 3:45 or until a successful delivery occurred.

If the fax delivered successfully during the first or second retry , the system would stop sending the fax. With this administration, as soon as the fourth delivery

attempt failed, the system would return the fax to the guest’s mailbox, play a failed delivery message for the guest, and light the MWI.

String of Digits to Prefix to the FAX Number

The String of Digits to Prefix to the FAX Number parameter sets a dial string for the Lucent I dialing the user-entered digits. The field accepts:

■ Digits (a maximum of 8)

■ e (dial extension)

NTUITY system. A dial string tells the system which digits to dial before

NOTE:

P (prefix) is only supported in Lucent INTUITY FAX Messaging. Lodging FAX Messaging does not suppo rt P.

The default is blank (no digits dialed). If you include a “1” for long-distance calls in a dial string such as “91”, be sure to inform your guests.

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Administer this parameter according to the destinations that you will allow guests to use.

A Fax Machine in the Building

Leave the field blank or enter a prefacing digit for the dial plan, if needed. Guests will not have to enter any numbers that are part of the dial string.

NOTE:

If you decide to administer the system so that guests only have to enter 1 or 2 digits to reach their room fax machines, adjust Use Prefix Only if Enter Number Greater Than parameter. This will block guests from entering the telephone number of another fax machine or off-site destination, because the system will add the information from the dial string to the dialed numbers.

To External Destination(s)

Guests must log on to their mailboxes and select the option to enter another telephone number to forward the fax. Enter the digits necessary to access an outside line to handle the external destinations. If you will be billing guests for the call, enter an e after the prefacing digits. The “e” causes the Lucent I

system to send the switch code used for billing the guest. The switch code is generally referred to as the account code.

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NTUITY

An example of the string of digits to prefix to the fax number is 9e. The 9 causes

connection to an outside line and the

causes the Lucent INTUITY system to

outpulse the switch account code.

Use Prefix Only if Entered Number Greater Than

The Use Prefix Only if Entered Number Greater Than parameter tells the system when to use the dial string for fax delivery. The field accepts digits from 1 to 20. The default is blank.

If you want to allow your guests to forward a fax to any destination, set this parameter to one less than the number of digits that the guest needs to dial to reach an outside destination. For example, if your extensions are 3 digits and you want to bill or hide a dial 9 access for local telephone calls of 7 digits, enter 6. The system will use the dial string for every fax destination greater than 6 digits. When a guest dials 7 digits, the system detects greater than 6, dials the dial string, and then dials the numbers that the guest entered.

NOTE:

If you have different length extensions, set this parameter equal to the longest extension or the system will attach the dial string to the shorter extension. For example, if the dial plan uses 3- and 4-digit extensions, set this parameter to 4.

If you provi de fr ee lo ca l cal li n g, yo u may wish to set this parameter to t he num be r of digits in your local phone numbers. With this setting, all numbers greater than

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the local numbers will use the prefix. If you do not use the dial string for local numbers, you may need to tell your guests how to access an outside line.

CAUTION:

If you set this parameter to too high a number and your dial string contains

“e” for the account codes, the system will not send the switch account codes and your guest will not be billed for the call. For example, if the extension length is 3, the Use Prefix Only if Entered Number Greater Than parameter is set to 19, and the maximum number of digits allowed in the fax number is 20, any delivery destination between 4 and 19 digits long will not have the prefix attached and no billing for the call from the Lucent I occur. If a guest or other party knows the digits to dial for outside access, the caller may deliver a fax without being billed.

Guest Services FAX Machine

The Guest Services FAX Machine parameter tells the system where to deliver the fax any time that a guest presses to receive faxes on the guest services fax machine.

NTUITY

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system will

Choose the location of the fax machine carefully, and consider security. Lucent recommends that you:

■ Use a fax machine that is restricted from general public access to protect

your guest’s information and privacy.

■ Have your attendants monitor this fax machine and remove any printed

faxes regularly.

■ Require guests to ask the attendant for the fax and present identification.

If you use a number in a conference room or other unrestricted location, you will be unable to monitor who retrieves the printed fax or request identification.

Lodging FAX Message Retrieval

When an outside caller reaches the Lucent INTUITY system to send a fax to a guest, the system will request an extension number. If the caller does not know the guest’s extension, the system will:

1. Accept and store the fax

2. Print the fax to the guest services fax machine

3. Associate the fax with the administrator’s mailbox

When the administrator’s mailbox contains faxes, you can:

■ Forward the fax to the guest’s mailbox

■ Print all faxes in the mailbox

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■ Delete the fax es

Guests cannot forward faxes to other guests. Administrators will need to forward

faxes from the administrator’s mailbox to provide this service.

Printing All FAX(es) to the Guest Services Fax Machine or to a Fax Machine in Your Office

This procedure instructs the system to print all faxes in the administrator’s mailbox. The system does not remove the faxes from the administrator’s mailbox. The administrator must manually remove the faxes.

1. Dial the fax telephone number.

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2. Press (star).

3. Enter the administrator’s mailbox extension number.

4. Enter the administrator’ s password.

5. Press to print all faxes in the mailbox.

The system responds:

“All fax messages in the mailbox will be sent to the guest services fax machine.”

The system prints all faxes in the administrator’s mailbox to the guest services fax mach i ne.

NOTE:

The system will only print these faxes to the guest services fax machine, even if you have administered your mailbox for an in-room fax machine.

Transferring a Guest FAX from the

Administrator’s Mailbox to the Guest Mailbox

Use the following procedure to transfer a fax from the administrator’s mailbox to the guest’s mailbox. To do this, you will need the FAX ID. The FAX ID is printed on the paper copy of the fax.

1. Dial the FAX telephone number.

2. Press (star).

3. Enter the administrator’s mailbox extension number.

4. Enter the administrator’ s password.

5. Press to forward a fax to a guest’s mailbox.

The system responds with a prompt saying whether or not the mailbox contains faxes.

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■ If the mailbox does not have any fax messages in the mailbox, the

system reports:

“There are no fax messages in the mailbox.” and returns to the main menu.

■ If the mailbox contains faxes, the system reports:

“Please enter a 4-digit FAX ID or star to go back to the main menu.” Continue with step 6.

6. Enter the FAX ID for the guest fax. The system validates the FAX ID.

■ If the FAX ID is not valid, the system prompts for the FAX ID again.

■ If the FAX ID is valid, the system prompts for the guest extension to

receive the FAX.

7. Enter the guest’s extension. The system validates the extension.

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■ If the extension is not valid, the system prompts for the FAX ID

again. Return to step 6.

■ If the extension is valid, the system forwards the fax and prompts for

the next FAX ID.

8. Repeat step 6 and step 7 for each fax.

9. When all of the faxes have been forwarded, disconnect or press (star) to return to the main menu.

Deleting a Fax Message from the

Administrator’s Mailbox

Use the following procedure to delete a fax from the administrator’s mailbox. To do this, you will need the FAX ID. The FAX ID is printed on the paper copy of the fax.

CAUTION:

When you delete faxes from the administrator’s mailbox, they will remain in the administrator’s mailbox for 24 hours. After 24 hours, the system permanently deletes the fax, and the fax cannot be restored.

1. Dial the FAX telephone number.

2. Press (star).

3. Enter the administrator’s mailbox extension number.

4. Enter the administrator’ s password.

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5. Press to delete a fax message from the mailbox.

The system prompts you to enter a 4-digit FAX ID.

6. Enter the 4-digit FAX ID for the fax that you want to delete. The system validates the FAX ID number.

■ If you do not enter a valid FAX ID, the system reports “Invalid FAX

ID” and prompts for another FAX ID.

■ If you enter a valid FAX ID, the system deletes the fax, and, if there

are additional faxes in the mailbox, prompts for the next FAX ID. If there are no more messages in the administrator’s mailbox, the system returns you to the main menu.

Lodging FAX Mailboxes and Bulletin Board Administration

Lodging FAX Messaging allows you to administer a bulletin board to distribute information via fax. Outside callers can call the fax telephone number from a fax machine (or telephone, if administered) and request faxes. The Lucent I system will send the fax to the customer.

You can also administer FAX mailboxes that are not part of a bulletin board for internal use. However, if you administer a bulletin board mailbox with permissions to forward faxes to outside destinations, staff can call the FAX telephone number, access the mailbox, and send a fax to a customer.

NTUITY

Setting Up a FAX Bulletin Board

To set up a FAX bulletin board:

1. Plan your bulletin board:

a. Select the information you want to make available. b. Plan the prompts you will record.

c. Determine the dummy extension numbers for the mailboxes. Use

single digits so that your prompts may state, “For..., press 1.”

NOTE:

The dummy extension numbers do not need an extension or administration on the switch. Callers getting faxes will call the telephone number that is also used to leave faxes and reach the Lucent I

2. Obtain clear, clean copies of the information that you want to have available as a fax.

3. Verify whether your system permits users to send faxes to any destination:

NTUITY system.

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NOTE:

This may be turned on for the system, but turned off for individual guests. See ‘‘Allow Delivery of FAX to Any Number’’ on page 4-3

a. Login as sa.

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b. Start at the Lucent I

> Lodging Administration

> FAX Add-on Administration

> FAX System Parameters Administration

c. Verify whether you have set the Allow delivery of FAX to

any number? field to yes.

If you have not set it to yes, configure the FAX System Parameter Administration window. See ‘‘Lodging FA X Messaging System

Parameters Administration’’ on page 4-1 for information.

d. Press (Cancel) twice to return to the Lodging Administration

window after you have completed the FAX administration.

4. Create the mailboxes:

a. Start at the Lodging Administration menu and select:

NTUITY main menu (Figure 3-1) and select:

> Guests Mailbox Administration

> Mailbox

The system displays the Mailbox window (Figure 5-1

b. Complete the following Mailbox window fields:

1. Guest Extension: Enter the dummy extension number.

2. Guest Room Number: Enter fax

3. Guest Name: Enter a one or two word description of the fax, such as “area map”.

4. Guest Password: Enter * or 0 for no password. If you use a password on this mailbox, outside callers will not be able to access the fax.

5. Guest Language: Press (Choices) and select a

language.

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NOTE:

If the system does not display the (Choices) key, press (Chg-Keys) to display the (Choices) key.

F8 F2

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6. Press (Chg-Keys).

7. Press (Checkin).

The system checks in the mailbox and displays an information window confirming the checkin.

8. Press to continue.

ENTER

9. Repeat step 1 through step 8 for each FAX mailbox.

10. Press (Chg-Keys).

11. Press (Cancel) twice to return to the Lodging

Administration menu.

5. Administer the mailbox(es) for FAX. a. Start at the Lodging Administration menu and select:

> FAX Add-on Administration

> Guest FAX Profile Administration

b. Administer the Guest FAX Profile Administration fields:

1. Extension: Enter the dummy extension number.

2. FAX mailbox for guest ON?: Enter y for yes.

3. Maximum number of FAX messages: Enter the exact number of faxes that you want to store in the mailbox.

4. Deliver FAX messages to any phone number?: Enter yes if you are willing to pay the toll charges. Enter no if customers must call from a fax machine for same-call delivery.

5. Keep FAX messages active in the mailbox after delivery?: Enter y for yes. This allows multiple prints of the same fax message.

NOTE:

If the system does not display (Add), press (Chg-Keys) to display (Add).

6. Press (F2).

ADD

F2 F8

An Information window opens saying that the guest profile has been updated.

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7. Press to continue.

ENTER

8. Repeat step 1 through step 7 for each FAX mailbox.

9. Press (Cancel) four times to log off the system.

6. Place the faxes into the mailbox: a. Call the FAX telephone number. b. Enter the FAX mailbox (dummy) extension number.

c. Press START on the fax machine. d. Hang up. e. Repeat step a through step d for each FAX mailbox.

7. Record the customized prompts. See ‘‘Changing the Lodging FAX

Prompts’’ in Chapter 6, ‘‘Prompt, Mailing List, and Broadcast Message Administration’’.

8. Test the application. Call the FAX telephone number from a fax machine and select the different faxes.

9. Publicize the fax number with your reservations and front desk personnel, and in travel publications.

Creating FAX Mailboxes for Sending Faxes to Customers

The following procedure allows your staff to dial into a mailbox and instruct the system to deliver a fax to a certain number. Use of this feature reduces the time that your staff spends faxing maps and other information to customers.

1. Plan your FAX mailboxes:

a. Select the information that you want to make available.

NOTE:

Remember, your establishment will pay for outgoing calls. Bundle several faxes together to form a package to avoid multiple connections.

b. Plan the prompts that yo u will reco rd.

c. Determine the dummy extension numbers for the mailboxes. Match

the extension length in use.

NOTE:

The dummy extension numbers do not need an extension on the switch. Staff sending faxes will call the telephone number that is also used to leave faxes and reach the Lucent I

NTUITY

system.

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2. Obtain clear, clean copies of the information that you want to have available as a fax.

3. Verify whether the system allows you to send faxes to any destination:

NOTE:

You may turn this on for the system, but turn it off for individual guests. See ‘‘Allow Delivery of FAX to Any Number’’ on page 4-3

a. Login as sa.

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b. Start at the Lucent I

> Lodging Administration

> FAX Add-on Administration

> FAX System Parameters Administration

c. Verify whether you have set the Allow delivery of FAX to

any number? field to yes.

If you have not set this field to yes, configure the FAX System Parameter Administration window. See ‘‘Lodging FAX Messaging

System Parameters Administration’’ on page 4-1 for information.

d. Press (Cancel) twice to return to the Lodging Administration

menu after you have completed the FAX administration.

4. Create the mailboxes:

a. Start at the Lodging Administration menu and select:

> Guests Mailbox Administration

NTUITY main menu (Figure 3-1) and select:

> Mailbox

b. Complete the following Mailbox window fields:

1. Guest Extension: Enter the dummy extension number.

2. Guest Room Number: Enter fax

3. Guest Name: Enter a 1 or 2 word description of the fax, such as “area map”.

4. Guest Password: Enter a password.

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NOTE:

Your staff will need to know this password to forward the fax. Staff members should protect the password. Change the identity of this password on a regular basis.

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5. Guest Language: Press (Choices) and select a

language. This will be the language that your staff hears. Customers will not hear any prompts.

NOTE:

If the system does not display the (Choices) key,

F8 F2

press (Chg-Keys) to display the (Choices) key.

6. Press (Chg-Keys).

7. Press (Checkin).

The system checks in the mailbox and displays an information window for confirmation.

8. Press to continue.

ENTER

9. Repeat step 1 through step 8 for each FAX mailbox.

10. Press (Chg-Keys).

11. Press (Cancel) twice to return to the Lodging

Administration menu.

5. Administer the mailboxes for Lodging FAX Messaging. a. Start at the Lodging Administration menu and select:

> FAX Add-on Administration

> Guest FAX Profile Administration

b. Administer the Guest FAX Profile Administration fields:

1. Extension

Enter the dummy extension number.

2. FAX mailbox for guest ON?: Enter y

3. Maximum number of FAX messages: Enter the exact number of faxes that you want to store in the mailbox. If you allow more faxes in the mailbox than you are going to store, someone may add a fax to the mailbox.

4. Deliver FAX messages to any phone number?: Enter y for yes. “yes” means that you will incur the related toll

charges.

5. Keep FAX messages active in the mailbox after

delivery?: Enter y

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NOTE:

If the system does not display (Add), press (Chg-Keys) to display (Add).

F2 F8

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6. Press (F2).

ADD

An Information window opens saying that the guest profile has been updated.

7. Press to continue.

ENTER

8. Repeat step 1 through step 7 for each FAX mailbox.

9. Press (Cancel) four times to log off the system.

6. Place the faxes into the mailbox: a. Call the FAX telephone number. b. Enter the FAX mailbox (dummy) extension number.

c. Press Start on the fax machine. d. Hang up. e. Repeat step a through step d for each FAX mailbox.

7. Make sure that the dialout is not restricted on the switch.

8. Test the FAX distribution. Send a fax from each mailbox to an off-site fax machine.

9. Instruct your staff about sending the fax:

a. Call the mailbox b. Press to forward the fax

c. Enter the customer’s fax number

d. Disconnect

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Lodging FAX Messaging Administration

Changing Faxes in a Bulletin Board or a FAX Mailbox

Use the following procedure to update faxes in a bulletin board or a fax mailbox.

NOTE:

If you are changing the faxes, check your bulletin board prompts and make any necessary changes. See Chapter 6, ‘‘Prompt, Mailing List, and

Broadcast Message Administration’’, for instructions.

1. Identify and write down the mailbox number(s) that contain faxes you wish to change.

2. Obtain clear, clean copies of the information that you want to have available as a fax.

a. Log in as sa

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b. Start at the Lucent I

NTUITY main menu (Figure 3-1) and select:

> Lodging Administration

> FAX Add-on Administration

> Guest FAX Profile Administration

The system displays the Guest FAX Profile Administration window (Figure 5-4

c. Administer the Guest FAX Profile Administration fields:

1. Extension: Enter the dummy extension number for the mailbox receiving new faxes.

2. Keep FAX messages active in the mailbox after delivery?: Enter n for no.

NOTE:

If the system does not display (Modify), press (Chg-Keys) to display (Modify).

F3 F8

3. Press (Mo dify).

An Information window opens saying that the guest profile has been updated.

4. Press to continue.

ENTER

5. Repeat step 1 through step 4 for each FAX mailbox.

6. Press (Cancel) four times to log off the system.

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Lodging FAX Messaging Administration

3. Remove the old faxes from the mailbox: a. From a fax machine, dial the FAX telephone number.

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b. Press (star).

c. Enter the mailbox’s extension number.

d. Press to print the faxes from the mailbox for same-call delivery.

e. Repeat step a through step d for each mailbox.

4. Re-administer the mailbox. a. Log on to the Lucent I b. Start at the Lucent I

> Lodging Administration

> FAX Add-on Administration

> Guest FAX Profile Administration

The system displays the Guest FAX Profile Administration window (Figure 5-4

c. Administer the Guest FAX Profile Administration fields:

1. Extension: Enter the dummy extension number for the mailbox receiving new faxes.

NTUITY system as sa

NTUITY main menu (Figure 3-1) and select:

2. Maximum number of FAX messages: Enter the exact number of faxes that you want to store in the mailbox. If you allow more faxes in the mailbox than you are going to store, someone may add a fax to the mailbox.

3. Keep FAX messages active in the mailbox after delivery?: Enter y for yes.

NOTE:

If the system does not display (Modify), press (Chg-Keys) to display (Modify).

4. Press (Mo dify).

F3 F8

An Information window opens saying that the guest profile has been updated.

5. Press to continue.

ENTER

6. Repeat step 1 through step 4 for each FAX mailbox.

7. Press (Cancel) four times to log off the system.

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Lodging FAX Messaging Administration

5. Place the faxes into the mailbox: a. Call the FAX telephone number. b. Enter the FAX mailbox (dummy) extension number.

c. Press Start on the fax machine. d. Disconnect. e. Repeat step a through step d for each FAX mailbox.

6. Record any changes to the customized prompts. See ‘‘Changing the

Lodging FAX Prompts’’, Chapter 6, ‘‘Prompt, Mailing List, and Broadcast Message Administration’’ for the procedure.

7. Test the application. Call the FAX telephone number from a fax machine and select the different faxes.

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Mailbox Administration and Use

Overview

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Purpose

This chapter contains instructions for mailbox administration and use, including:

■ Mailbox administration types

■ Basic mailbox administration

■ Message notification administration

■ Guest FAX profile administration

■ Room change administration

■ Suite administration

■ Old mai lb ox adm ini s tra tio n

■ Recording messages without disturbing the guest

■ Message retrieval

NOTE:

The tasks in this chapter assume the use of a guest password, although guest passwords are optional. If a guest does not have a password, skip the steps that refer to one.

The purpose of this chapter is to present instructions for the administration and use of guest mailboxes.

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Mailbox Administration and Use

Mailbox Administration Types

Mailbox administration depends on the environment. Administered mailboxes change each time when a guest checks in or out. Open mailboxes are not re-administered each time a guest checks in and out. See ‘‘Environments’ ’ on

page 1-10 for information about environments.

Administered Mailbox Environment

In non-PMS environments, use the Mailbox window to checkin and checkout each guest. Perform all activities on the Lucent I

In integrated PMS environments, use your PMS instructions to check guests in and out. Do not use the Lucent I Lucent I overwrite the Lodging database, and any information entered through the Lodging windows will be lost. The system will be unable to provide service to guests who were administered through the Lodging windows.

NTUITY terminals to administer mailboxes. The PMS database will

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NTUITY terminal.

NTUITY terminal. Do not use both the PMS and

Open Mailbox Environment

You may perform administration for open mailboxes during installation or immediately after installation. You should use the Mailbox window to administer a mailbox for each extension. To administer the system for open mailboxes:

1. Verify whether you have administered open mailboxes. If not, obtain a list of the extensions and use the Mailbox window to administer a mailbox for each extension.

2. Set the Lamp On for New Messages Only parameter to no. See Chapter 3,

‘‘Basic System Administration’’, for more information.

3. Instruct your housekeeping staff to observe the message waiting indicator (MWI) on the telephone set when they clean a checked-out room. If it is lit, instruct them to call the front desk attendant and report the room number with left-over messages.

4. The front desk attendant retrieves the left over messages, records them as text messages, and deletes them from the mailbox. See ‘‘Message

Notification Administration’’ on page 5-11 for instructions.

The mailbox is now empty for the next guest.

5. Keep any text messages according to your hotel policy.

In the open mailbox environment, the mailboxes will use the language administered in the Mailbox window for the guest. If you need to change the language for a guest, see ‘‘Modifying Guest Mailbox Information’’ on page 5-8 Remember to return the mailbox to the system’s default language after the guest leaves.