Avaya Definity BCS and GuestWorks Server Issue 3 Quick Reference Guide

DEFINITY® Business Communications System and GuestWorks™

server

Issue 3.0

Console Quick Reference

Lucent Technologies — formerly the communications systems and technology units of AT&T

555-231-735 Comcode 107883233 Issue 2 April 1997

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, 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 company’s employees, agents, subcontractors, 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 additional charges for your telecommunications services.

Y ou 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 manager is also responsible 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 from or will prevent unauthorized use of common-carrier telecommunication services or 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 assistance, call the Lucent Technologies National Customer Care Center support line at 1-800-643-2353. Outside the continental United States, contact your local Lucent Technologies authorized representative.

Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found

to comply with the limits for a Class A digital de vice, pursuant t o P art 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference whe n the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense.

Part 68: Network Registration Number. This equipment is registered with the FCC in accordance with Part 68 of the FCC Rules. It is identified by FCC registration number AS593M-13283-MF-E, ringer equivalence 3.0A.

Canadian Department of Co mmunications (DOC) Interference Information

This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications.

Tradem arks

DEFINITY is a registered trademark of Lucent Technologies. GuestWorks is a trademark of Lucent Technologies.

Ordering Information Write or Call:

Lucent Technologies BCS Publications Center P . O. Box 4100, Crawfordsville, IN 47933 Voice 1-800-457-1235 Intl Voice +1-317-361-5353 Fax 1-800-457-1764 Intl Fax +1-317-361-5355

Order: Document No. 555-231-735

For more information about Lucent Technologies documents, refer to the section entitled “Related Documents” in “About This Document.”

Product Support

To receiv e support on your product, call 1-800-242-2121. Outside the continental United States, contact your local Lucent Technologies authorized representative.

European Union Declaration of Conformity

Lucent Technologies Business Communications Systems declares that DEFINITY equipment specified in this document conforms to the referenced European Union (EU) Directives listed below: Single-Carrier Cabinet (SCC), AC Powered with 25 Hz ring generator EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC

Comments

To comment on this document, return the comment form .

Lucent Technologies Web Page

The World Wide Web home page for Lucent Technologies is http://www.lucent.com

Acknowledgment

This document was prepared jointly by the Lucent Technologies Customer Training & Information Products Organization and the BCS Product Documentation Development group, Bell Laboratories, Denver, CO 80234-2703.

Comcode 107883233 Issue 2, April 1997

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

Contents

■ About This Document 1

■ Basic Operation 5

■ Feature Operation 27

Reasons for Reissue 1 Assumptions 2 Conventions 2 Related Documents 4

Console Layout 5 Status Lamps 9 Call Purpose Indicators 10 Administrable Features 12 Activate the Console 13 Deactivate the Console 13 Answer Calls 14 Make Calls 15 Forced Release 18 Split Calls 19 Split Swap 20 Auto Start and Don’t Split 24 Class of Restriction 25 Night Service 26

Attendant Backup 27 Busy Verification 29 Call Forwarding 30 Call Park 32

Issue 2 April 1997

Contents

Conference 33 Crisis Alert 34 Emergency Access to Attendant 36 Hold 37 Integrated Directory 38 Intrusion 40 Loudspeaker Paging 42 Override 44 Recall 46 Serial Calling 47 Transfer 49 Trunk Identification 52

Issue 2 April 1997

Console Operations

About This Document

This document contains basic telephony procedures for using the DEFINITY® Business Communications System and GuestWorks console. These procedures are done by the attendants or front desk personnel.

All office staff personnel that operate the attendant console or do console operations at a backup voice terminal should be familiar with these procedures. If you need extra copies of this document, contact your dealer or order more copies as described on the inside cover of this document.

™ server

Reasons for Reissue

attendant

This document replaces the (555-231-735, Issue 1), that was used on Issue 2.0 and earlier systems. This document is backward compatible with Issue 2.0 and earlier systems, and is reissued for the following reasons:

■ The hospitality operations have been moved to

Hospitality Operations

■ Additional standard features are now documented here, such as Call

Park, Display Class of Restriction, Busy Verification, and Trunk Identification.

■ New features have been added, such as Attendant Crisis Alert and Split

Swap.

GuestWorks™ server Console Operations

GuestWorks™ server

, (555-231-741).

Issue 2 April 1997

Assumptions

It is assumed throughout this document that the hotel staff is familiar with the basic operation of telephones, voice terminals, and attendant consoles. If your staff has access to a multimedia personal computer, there is training available on CD-ROM for basic console and voice terminal operations.

Conventions

The following conventions are used in this document:

■ Buttons you press on the console are shown as follows:

Release

The buttons shown in this document use label designations provided by Lucent T echnologies. Since the button labels can be customized for each site, some button labeling may have different designations.

Some button labels on the console, such as , span two lines. Because of line spacing in this document, they are shown across one line of text, such as .

Serial Call

Serial

Call

■ The term “dial keypad” refers to the touch-tone keypad where you dial

(enter) telephone numbers and feature access codes.

■ When referring to lamps, the reference is to one of two types of lamps

found on the attendant console: the status lamps next to the dial keypad and the lamps associated with feature and trunk buttons. The status lamps next to the dial keypad have fixed meanings. Those lamps are shown as follows:

Position Available

Lamps associated with feature and trunk buttons are identified by their button label (such as ).

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Normal Mode

About This Document

■ Messages appearing on the display are shown as follows:

a= CONFERENCE 2 rc

When the display examples show a value within “arrows” (< >), this represents a variable that will differ for each example.

■ The term “attendant console” signifies the Model 302B, 302C, or PC

console that is usually found at the front desk. The term “backup voice terminal” signifies either a Model 8410D or Model 8434 voice terminal with attendant-type feature buttons. Other multiappearance voice terminals can be used, but the preferred models are the 8410D and 8434.

■ When a procedure refers to a “room number,” the procedure is referring

to the extension number of the room. The two numbers are not always the same.

■ You will hear the following tones during normal operation:

— Dial tone — a steady tone you hear when you select an idle call

appearance.

— Ringback tone — the normal ringing tone you hear after you dial a

guest room or outside number.

— Busy tone — a slow on-off-on-off tone you hear when the person

you are calling is busy.

— Reorder tone — a fast on-off-on-off tone you hear when calling

facilities are not available or are out of order.

— Confirmation tone — a three-burst tone you hear after

successfully using a feature access code.

— Intercept tone — a high-to-low tone you hear when a call or

feature access code is not accepted.

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Basic Operation

Console Layout

The Attendant Consoles and DXS Selector Console are shown in Figure 1, Figure 2, and Figure 3.

1) Display Buttons 6) Display

2) Call Processing Area 7) Ringer Volume

3) Handset 8) Trunk Group Select

4) Handset Cradle 9) Feature Buttons

5) Lamp Test Switch 10) Call Appearance

Figure 1. Model 302B Attendant Console

Buttons

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Console Layout

Ringer

Select Volume

Date

CallsWaiting

CallsWaiting Warning

Individual CallsWaiting

Alarm

AlarmR eported

Position Available

Time

Control Warning Busy

Forced Release

Split Hold

Night Pos

Busy

Control Warning Busy

DEF

ABC

GHI

MNO

JKL

PRQS

WXYZ

TUV

Cancel Start Release

1) Display Buttons 6) Display

2) Call Processing Area 7) Ringer Volume

3) Handset 8) Trunk Group Select

4) Handset Cradle 9) Feature Buttons

Figure 2. Model 302C Attendant Console

abcde

pha302cPDH 042497

Buttons

10) Call Appearance Buttons

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Basic Operation

11) DXS Hundreds Group Select Buttons

12) DXS/BLF Buttons

Figure 3. DXS Selector Console

The following list items correspond with the callouts shown in Figure 1, Figure 2, and Figure 3. All the feature buttons, trunk access buttons, and display buttons are on this console. The DXS Selector Console allows you to dial a room number and view the busy, occupied, and maid status for each room

1. Display Buttons — These eight buttons are used to control access to the alphanumeric display.

2. Call Processing Area — This area consists of the dial keypad, some fixed status lamps, and the , , and buttons. You use the

Start Cancel

button to get an idle call appearance to place a call, the

Start Cancel

button to cancel a dialing instruction, and the button to end a call.

Release

3. Handset — This is a standard handset with coiled cord and a dual-prong, phone-plug connector. The handset can be unplugged from the console and replaced with an amplified headset that also uses a dual-prong, phone-plug connector.

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Console Layout

7000

4. Handset Cradle — This is where you place the handset when it is not in use. If you use a headset, the handset cradle can be removed from the console.

5. Lamp Test Switch — This is a switch under the front panel of the Model 302B console that allows you to test the console lamps. The test starts when you press the switch and stops when you release the switch.

On the Model 302C console, you must simultaneously press and hold the

Pos Busy Volume Up

starts when you press the buttons and stops when you release the buttons.

6. Display — This is a single-line, 40-character, alphanumeric display that shows call progress and feature usage information.

7. Ringer Volume — This controls the ringer volume for incoming calls. Incoming emergency calls (Page 34 and Page 36) ring at a louder fixed volume that you cannot control.

and buttons to test the console lamps. The test

NOTE:

Always check your ringer volume to make sure it is set at an audible level. If the console should experience a power outage, the volume level is reset to the lowest setting.

8. Trunk Group Select Buttons — These 12 buttons are assigned with trunk access codes that allow access to outside lines.

9. Feature Buttons — These 24 buttons are used to access features such as Do Not Disturb and Automatic Wakeup.

10. Call Appearance Buttons — These six call appearance buttons are used to select a call appearance and are labeled through . Pressing one of them is similar to pressing the button, but you can specify which

Start

appearance you want.

11. DXS Hundreds Group Select Buttons — These buttons on the DXS selector console are assigned the first digit or the first two digits of each group of 100 rooms. For example, if you have rooms numbered from 7000 to 7099, there will be a button labeled .

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Basic Operation

12. DXS/BLF Buttons — These are known as the direct extension select/busy lamp field (DXS/BLF) buttons. They are used with the hundreds group select buttons to place calls to guest rooms and to determine the status of guest rooms.

Status Lamps

The buttons on th e console have status lamps associated with their use. These status lamps come on, go off, or flash as you use the console features. When the lamps come on, the feature is active. When the lamps go off, the feature is inactive. When the lamps flash three times, you have pressed the wrong button or you cannot access the feature at this time.

There are also some status lamps not directly associated with buttons, and they are located next to the dial keypad.

Calls Waiting

■

Calls Waiting Warning

■

waiting in queue limit has been reached. When this happens, the backup voice terminals are alerted. The queue limit is an administrable value.

— This lamp lights when there is one call in the queue.

— This lamp lights when the attendant calls

Individual Calls Waiting

■

— This lamp lights when a call is made to the console’s individual extension number and the call is in queue to be answered.

Alarm

■

— This lamp lights when the server has detected a failure. Follow

local procedures if this lamp is lit.

Alarm Reported

■

— This lamp lights when an alarm prompts the server to dial up the remote maintenance center, report the alarm, and the maintenance center acknowledges the alarm. For some installations, this remote alarm reporting is not available.

Position Available

■

— This lamp lights when the console is available to

handle a call.

Issue 2 April 1997

Call Purpose Indicators

The trunk group select buttons have three status lamps associated with each button.

Control

■

— This lamp is on if the trunk group has controlled restrictions

administered.

Warning

■

— This lamp is on when some trunks are busy. Select an

alternate trunk group if possible, or use this group if necessary.

Busy

■

— This lamp is on when all the trunks in a trunk group are busy.

You must select another trunk group or try again later.

Call Purpose Indicators

The following is a list of call purpose indicators that are displayed when calls are redirected to the attendant console or to a backup voice terminal:

b or B — Busy. Indicates that the called guest is busy and the call is

■

redirected by Call Coverage. co — Controlled Outward Restriction Call. Indicates that a guest

■

attempted to make an outgoing call, but the room has Outward Restriction applied.

cs — Controlled Station-to-Station Restriction Call. Indicates that a guest

■

attempted to make a call to another guest room, but the room has Station-to-Station Restriction applied.

ct — Controlled Termination Restriction Call. Indicates that a guest or an

■

outside caller attempted to make a call to a guest room, but the called room has Termination Restriction applied.

d — Don’t Answer or Cover. Indicates that the guest did not answer the

■

telephone, and the call is redirected to the attendant through Call Coverage.

f — Call Forwarding. Indicates that a call has been redirected using Call

■

Forwarding. ic — Intercept Treatment. Indicates that an incoming call has been

■

redirected as a result of intercept treatment.

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Basic Operation

ld — Direct Inward Dialing (DID) Listed Directory Number (LDN) Call.

■

Indicates that an incoming call came in on the LDN over a DID trunk. rc — Recall Call. Indicates that a call being held on the console is

■

requesting more help. rt — Return Call. Indicates that a call transferred to another telephone or

■

parked at an extension was not answered, and has returned to the console for processing.

s — Send All Calls. Indicates that a call was redirected because the

■

called party used Send All Calls. sc — Serial Call. Indicates a recall to the console when an outside caller

■

is making a series of calls to different guests at the hotel. tc — T runk Control. Indicates that a guest attempted to place a call using

■

a trunk that has controlled access.

Issue 2 April 1997

Administrable Features

Some of the features on the attendant console are

administrable

, which means that you may or may not be able to use the feature, depending on whether the server is administered for that feature. The administrable features include the following:

■ Attendant Lockout — If Attendant Lockout is on, you cannot reenter a

conference call.

■ Attendant Auto Start — If Attendant Auto Start is on, you do not have to

press the button or a call appearance button to make a call. See

Start

Page 24 for an explanation of Auto Start.

■ Attendant Tone — If Attendant Tone is off, you will not hear busy tones,

dial tones, or ringback tones for internal calls.

■ Auto Answer — If Auto Answer is on, incoming calls are answered

automatically, which means that you do not have to press a call appearance button. This feature can be used only when you are using a headset.

■ Display Languages — The display can show messages in four different

languages: U.S. English, French, Italian, and Spanish. This is an administrable option.

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Basic Operation

Activate the Console

To use the attendant console, you must first activate the console by doing the following:

1. Plug in the handset or the headset on either side of the console.

2. If the lamp is on, press the button.

Night Night

■ The lamp goes off.

■ The

Night

Positi on Available

lamp goes on.

Deactivate the Console

If you do not want anyone using the attendant console after hours, do the following to deactivate the attendant console:

1. Unplug the handset or the headset.

■ All lamps on the console go off.

Issue 2 April 1997

Answer Calls

To answer calls from guest rooms or from callers outside of the hotel, do the following:

1. A call comes in to the console:

■ You hear a 1-burst repetitive ring.

■ The guest name (if available) and room number are displayed. If

this is a call from outside your hotel, incoming trunk information is displayed.

■ The

■ A call appearance lamp flashes.

Position Available

lamp goes off.

2. Press the call appearance button where the lamp is flashing.

■ The ringing stops.

■ The call appearance lamp stops flashing, but remains on.

■ You are connected to the calling person.

3. To end the call, press the button.

■ You are disconnected from the call.

■ The call appearance lamp goes off.

■ The display goes blank.

■ The

■ The console returns to the normal operating mode.

Position Available

Release

lamp goes on.

Issue 2 April 1997

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