Avaya GuestWorks, Definity Enterprise Communications Server, DEFINITY Operations
GuestWorks® and
®
DEFINITY
Enterprise Communications Server
Release 9
Hospitality Operations
555-231-742
Comcode 108898941
Issue 1
November 2000
Copyright 2000, Avaya Inc.
All Rights Reserved
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.
Preventing Toll Fraud
“Toll fraud” is the unauthorized use of your telecommunications system by an
unauthorized party (for example, a person who is not a corporate employee,
agent, subcontractor, or is not working on your company's behalf). Be aware that
there may be a risk of toll fraud associated with your system and that, if toll fraud
occurs, it can result in substantial additional charges for your telecommunications
services.
Avaya Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need techni cal
assistance or support, in the United States and Canada, call the Technical Service
Center's Toll Fraud Intervention Hotline at 1-800-643-2353. Outside of the
United States and Canada, contact your Avaya representative.
Providing Telecommunications Security
Telecommunications security (of voice, data, and/or video communications) is
the prevention of any type of intrusion to (that is, either unauthorized or
malicious access to or use of your company's telecommunications equipment) by
some party.
Your company's “telecommunications equipment” includes both this Avaya
product and any other voice/data/video equipment that could be accessed via this
Avaya product (that is, “networked equipment”).
An “outside party” is anyone who is not a corporate employee, agent,
subcontractor, or is not working on your company's behalf. Whereas, a
“malicious party” is anyone (including someone who may be otherwise
authorized) who accesses your telecommunications equipment with either
malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed and/or
circuit-based) or asynchronous (character-, message-, or packet-based)
equipment or interfaces for reasons of:
• Utilization (of capabilities special to the accessed equipment)
• Theft (such as, of intellectual pro pe rty, financial assets, or toll-facility access)
• Eavesdropping (privacy invasions to humans)
• Mischief (troubling, but apparently innocuous, tampering)
• Harm (such as harmful tampering, data loss or alteration, regardless
of motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated with your
system and/or its networked equipment. Also realize that, if such an intrusion
should occur, it could result in a variety of losses to your company (including but
not limited to, human/data privacy, intellectual property , material assets, financial
resources, labor costs, and/or legal costs).
Your Responsibility for Your Company’s Telecommunications Security
The final responsibility for securing both this system and its networked
equipment rests with you - an Avaya customer's system administrator, your
telecommunications peers, and your managers. Base the fulfillment of your
responsibility on acquired knowled ge and resourc es from a varie ty of so urc es
including but not limited to:
• Installation documents
• System administration documents
• Security documents
• Hardware-/software-based security tools
• Shared information between you and your peers
• Telecommunications secur ity experts
To prevent intrusions to your telecommunications equipment, you and your peers
should carefully program and configure your:
• Avaya-provided telecommunications systems and their interfaces
• Avaya-provided software applications, as well as their underlying
hardware/software platforms and interfaces
• Any other equipment networked to your Avaya products.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and found to com-
ply with the limits for a Class A digital device, pursuant to Part 15 of the FCC
Rules. These limits are designed to provide reasonable pro tect ion agai nst harmful interference when 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 AV1USA-43023-MF-E.
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Cl ass A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of
Communications.
Le Présent Appareil Nom
érique n’é
met pas de bruits radioélectriques dépassant
les limites applicables aux appareils numériques de la class A préscrites dans le
reglement sur le brouillage radioélectrique édicté par le ministére des Communications du Canada.
Trademarks
DEFINITY and GuestWorks are registered trademarks of Avaya and Lucent
Technologies.
INTUITY is a trademark of Avaya and Lucent Technologies.
Ordering Information
Call: Avaya Publications Center
U.S. Voice: 1 888 582 3688
U.S. Fax: 1 800 566 9568
Canada Voice: +1 317 322 6619
Europe, Middle East, Africa Voice: +1 317 322 6416
Asia, China, Pacific Region, Caribbean,
Latin America Voice: +1 317 322 6411
Non-U.S. Fax: +1 317 322 6699
Write: Avaya Publications Center
2855 N. Franklin Road
Indianapolis, IN 46219
U.S.A.
Order: Document No. 555-231-742
Comcode 108898941
Issue 1, November 2000
For more information about Avaya documents, refer to the section entitled
“Related Documents” in “About This Document.”
You can be placed on a Standing Order list for this document and other documents you may need. Standing Order will enable you to automatically receive
updated versions of individual documents or document sets, billed to account
information that you provide. For more information on Standing Orders, or to be
put on a list to receive future issues of this document, please contact the Avaya
Publications Center.
Technical Suppo rt
In the United States and Canada, Avaya technicians and customers should
call 1-800-242-2121, and dealer technicians should call 1-877-295-0099. Outside
the United States and Canada, Avaya technicians should contact their Center of
Excellence (COE), and customers and dealer technicians should contact their
Avaya authorized representative.
European Union Declaration of Conformity
The “CE” mark affixed to the equipment described in this book indicates that the
equipment conforms to the following European Union (EU) Directives:
• Electromagnetic Compatibility (89/336/EEC)
• Low Voltage (73/23/EEC)
• Telecommunications Terminal Equipment (TTE) i-CTR3 BRI and
i-CTR4 PRI
For more information on standards compliance, contact your local distributor.
Comments
To comment on this document, return the comment form.
Avaya Web Page
http://www.avaya.com
Acknowledgment
This document was prepared by the Information Development Organization for
Global Learning Solutions
Bell Laboratories.
GuestWorks and DEFINITY ECS Release 9
Hospitality Operations
Contents
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Contents
Contents iii
Hospitality Operations 1
■ About This Document 1
Reasons for Reissue 1
Purpose 1
Organization 2
Conventions 2
Related Documents 4
■ Hospitality Services Overview 5
Telephone Support 5
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Guest Services 5
PMS Integration 6
Messaging Services 7
Flexibility 7
■ Guest Operations 9
Automatic Wakeup 9
Do Not Disturb 13
Emergency Access to the Attendant 14
Retrieving Messages 15
Dial by Name 20
■ Front Desk Operations 21
Attendant Backup 22
Check-In/Check-Out 23
Automatic Wakeup 30
Controlled Restrictions 44
Do Not Disturb 51
Message Waiting Notification 56
PMS Alarms 57
Call Accounting Alarms 57
Crisis Alert 57
Maid Status, Housekeeping Status, and
Room Occupancy 58
Recorded Announcements 59
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Contents
■ Voice Messaging Oper ations 63
Administrative Mailbox on an INTUITY
System 63
Connecting Guests to the Voice Mess agi ng
System 64
Restoring a Deleted Voice Message 66
Retrieving Messages for Checked-Out Guests 67
■ Call Accounting Operations 69
Night Audit Procedures 69
End-of-Week/End-of-Month Audit Procedures 70
Printing Key Reports 71
■ Housekeeping Staff Operations 75
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Status Codes 76
■ Reports 79
Administration Reports 79
Printe r R ep o rts 83
■ Guest Operations Artwork 87
Guest Operations Artwork 88
Index 95
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Hospitalit y Operations
About This Document
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1About This Document
This document contains the procedures for using the hospitality features of the
GuestWorks
®
of products. These services include a group of switch-based features that support
the lodging and health industries. Hotels, motels, and hospitals use these features
to improve their property management and to provide assistance to their
employees and clients.
Reasons for Reissue
This document is being reissued due to t he addition of the fol lowing new features:
■ Users can change a telephone’s class of restriction (COR) by using a
feature access code (FAC).
■ A new Custom Selection of VIP DID Numbers feature allows hotel
personnel to explicitly specify what DID number is assigned for a special
guest. This feature makes it possible to, for example, give a frequent guest
the same DID number each time he/she stays at a hotel.
Purpose
and DEFINITY® Enterprise Communications Server (ECS) fami ly
Each procedure in this document is intended for one of the following groups of
users:
■ Guests (or patients)
■ Attendants and front desk personnel
■ Housekeeping staff members.
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Hospitality Operations
The hospitality services are described in this document for the system managers,
attendants, and front desk personnel who use the services and explain the
procedures to guests and housekeeping staff. Guests and housekeeping staff will
have access to simplified instructions for the specific procedures they use.
NOTE:
This document does not ad dre ss ba sic telephone or attendant console
operation.
Attendants and front desk per son nel should receive s p ec if ic t raining in hos pi tal i ty
operations.
Organization
This document is orga niz ed under the following major topics:
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Conventions
The following conventions are used in this document:
■ Hospitality Services Overview
■ Guest Operations
■ Console Operations (attendant and backup)
■ Voice Mes sa ging Operations
■ Call Accounting Operations
■ Housekeeping Staff Operations
■ Administration Options
■ Reports
■ Guest Operations Artwork.
■ Unless specified otherwise, the term “switch” signifies the DEFIN ITY
ECS or GuestWorks.
■ The term “attendant c ons ole ” signifies the Mo del 30 2 or PC console that is
usually found at the front desk. The term “backup telephone” signifies
either a Model 6408D+ or a Model 6424D+ telephone with attendant-type
feature buttons. Other multiappearance telephones can be used, but the
preferred models are the 6408D+ and the 6424D+.
■ Buttons you press on the console or backup telephone are shown as
follows:
Release
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The buttons shown in this document use default label designations. Since
the button label s can be customize d for ea ch site, some butto n labeli ng may
have different designations.
Some button labels, such as Serial Call, span two lines. Because of line
spacing in this document, they are shown across one line of text, such as
Serial Call.
■ Administration command path s and o ptions you en ter i n the adminis trat ion
forms are shown as follows:
change system-paramete rs hos pita lity
■ The term “dial keypad” refers to the touch-tone keypad where you dial
(enter) telephone numbers and feature access codes.
■ When a procedure refers to a “room number,” the reference is to the
extension in the room. The two numbers are not always the same.
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■ Times entered for features such as Automatic Wakeup and Do Not Disturb
consist of the hour followed by minutes in a multiple of 5 minutes; minute
entries that are not multiples of 5 minutes are rounded off by the switch to
the nearest multiple of 5.
For example, to enter 7:00 a.m., press the
11:30 a.m., press the
2 2 1 5 buttons.
1 1 3 0 buttons. To enter 10:15 p.m., press the
0 7 0 0 buttons. To enter
Depending on the how you enter the time of day, the switch can interpret
the inform ation in two ways as follo ws:
■ Times entered in the range from 13:00 to 00:59 represent 1:00 p.m.
to 12:59 a.m.
■ Times entered in the range from 01:00 to 12:59 could represent
either a.m. or p.m., so the switch prompts you to designate whether
the desired time is a.m. or p.m.
In all of the procedures in which you enter the time of day, 12:00 a.m. is
midnight, and 12:00 p.m. is noon.
■ You hear the following tones during normal operation:
— Dial tone — a steady tone you hear when you select an idle call
appearance.
— Ringback tone — th e no rmal ringing tone y ou he ar af ter you dial an
extension or outside number.
— Busy tone — a slow on-off-on-off tone you hear when the number
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.
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— 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.
■ The following table lists the features described in this document. Ask your
administrator for these codes a nd write them down in th is table.
Feature Feature Access Code
Announcement
Automatic Wakeup Call
Emergency Access to Attendant
Group Control Restrict
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Activation
Deactivation
Trunk Answer Any Station (TAAS)
User Control Restrict
Activation
Deactivation
Verify Wakeup Announcement
Voice Do Not Disturb
Related Documents
■ Security Handbook — 555-025-600
■ DEFINITY
■ PC Console Quick Reference User’s Guide — 555-230-795
■ DEFINITY
®
Console Operations — 555-230-700
®
Console Operations Quick Reference — 555-230-890
■ GuestWorks
®
INTUITY™ Lodging Call Accounting User’s Guide —
555-231-205
■ DEFINITY
■ DEFINITY
■ INTUITY™ Lodging Administ ratio n and Feature Operatio ns — 585-31 0-577
■ INTUITY™ Lodging Guest Artwork Package — 585-310-739.
®
ECS System Description — 555-233-200
®
ECS Administrator’s Guide — 555-233-506
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Hospitality Services Overview
Keeping guests satisfied is the key to a successful lodging establishment, and
providing full guest services through up-to-date communications enhances guest
satisfaction. Gues tWorks and DEFINITY ECS offer the lodgin g operator th e most
advanced hospitality communications package currently available. The package
was designed to assist lodging management with sales, housekeeping, and guest
services with a minimum of assistance from the property’s communications staff.
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The switch provides a digital telephony base for the property where I
Lodging Voice Messaging, I
services are integrated with the switch. The hospitality package provides th e
custom hospitality features with or without a Property Management System
(PMS) or a call accounting system.
Telephone Support
The switch supports two types of telephones: multiappearance and single-line.
Single-line telephones allow a user to handle two simultaneous calls: one active
and one on hold. Some single-line sets have a data/fax jack on the set to allow
business people to keep in touch with their offices.
Multiappearance telephones are equipped with multiple buttons that can be used
for call appearan ces or feat ures. Multi appearanc e telephon es can also be equipped
with a digital display. Depending on the type of call and the feature being used,
the display will show who is calling, the time of day, the length of a call, and the
trunk group currently in use. The Model 6408D+ and the Model 6424D+ are
recommended for office staff use. The Model 6408D+ and the 6424D+ have
digital displays and access to additional features by using special softkey buttons.
NTUITY™
NTUITY Lodging Call Account ing, and enhan ced gues t
Guest Services
The switch provides automatic wakeup for guest rooms from which guests can
request their own wakeup calls. The request process can use either the Speech
Synthesizer circuit pack or confirmation tones to prompt the guest through the
request. The wakeup call can be as simple as a silent wakeup call, or as elaborate
as a custom sales message in the native language of the guest, tailored to the time
of day and day of the week.
NOTE:
In this document where native language is discussed, it should be
understood that the switch can deliver the different languages if the
messages are recorded into the Announcement circuit pack. It is the
customer’s responsibility to record the messages.
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An important featu r e of the switch is the a bility to activate Do Not Distur b. This
feature assures that Do Not Disturb will turn off at the predetermined time. Do
Not Disturb is just that — it turns off ringing at a station (a form of terminating
restrictio n). When activated, it allows only Priority Callin g and Automatic
Wakeup calls to ring at the station. This restriction ensures fewer distractions
when a guest does not want to be disturbed.
When not using a PMS, you can have a check-in and check-out button on the
attendant console or back up tele phone. When a gues t is check ed in, t he de sk clerk
presses the check-in button; the switch prompts for an extension number, marks
the room as occupied, and turns the telephone on. At check-out, the reverse
happens.
For the business traveler, the Model 6416D+M and the Model 6424D+M
telephones provi de added f lexibil ity for voice an d data ca lls. These telepho nes use
digital technol ogy to provi de simu ltane ous voi ce cal ls an d da ta ca lls o ver on e pa ir
of wires. These telephones can replace existing analog room telephones without
the need for rewiring your prop erty.
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After cleaning a room, housekeeping personnel can use the telephone and dial a
feature access c ode to change the ro om statu s from “di rty” to “cl ean and read y for
occupancy.”
A GuestWorks feature, called Dial by Name, allows guests to call other guests in
the hotel by entering the guest’s name instead of the extension number. Dial by
Name uses the Call Vectoring feature to give guests another option when placing
calls.
PMS Integration
When a PMS is added, many of the previou sly-menti oned switch fe ature s become
enhanced for the needs of lodging management. When the guest checks into the
hotel, all information is entered in the PMS and is then transferred to the switch. If
the PMS has the names registration feature, the guest’s name is transferred
automatically to the switch and is added to the station screen.
This means that when Jim Smith calls for room service, the person answering the
telephone sees “Jim Smith” in the digital display and answers “How can I help
you, Mr. Smith.” This kind of personalized service can help distinguish one hotel
from another.
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Messaging Services
When a guest has a messag e, the message waitin g la mp o n a gue st’s t eleph one c an
be turned on by the I
NTUITY Lodging messaging system, by the PMS, or by the
console attenda nt. Wh en guest s retriev e all o f th eir messa ges, the voice mes saging
system turns their message waiting lamps off. The I
greetings (the pr ompts hear d when gues ts retriev e their mess ages) a re avai lable in
a number of languages. You can use one language as the default , but you can also
specify other languages as required by your guests.
NOTE:
To provide guest fax messaging services, a separate telephone
number for receiving these messages must be provided.
If your switch is not equipped with voice messaging, the fr ont des k personnel can
take messages manua ll y and can t u r n on t he g uest ’s message waiting lamp. When
a guest cal ls t he fr ont de sk to get his or her messa ges, the front desk pers onne l can
manually turn off the guest’s message waiting lamp.
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NTUITY Lodging system
Flexibility
In hotels with meeting facilities where there is an occasional need for telephone
service in the meeting rooms, the T erminal Translation Initialization (TTI) feature
is available. With TTI, ports are translated as “administered, but inactive.” When
the port needs to be activated, a hotel communications staff member plugs a
telephone into the desired jack. He or she enters a feature access code, a security
password, and an extensio n number. The telephone now is ava ilable for that r oom.
When the telephone is to be removed, the removal code is entered, followed by
the password and the extension number. This arrangement requires that the hotel
have a port from the switch wired to every possible jack in the meeting rooms,
which can have up-front costs but which will provide a good level of customer
service. One way to limit the cost is to provide a limited number of ports to the
meeting room area. A patch panel would allow hotel staff to wire extensions to
specific jacks on a flexible basis. You can still serve several jacks with a limited
number of ports.
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Guest Opera ti ons
Guests can schedul e wakeup cal ls for themse lves, blo ck unwanted i ncoming calls,
make emergency calls, and retrieve voice and fax messages from their extensions
or from telephones outside of the property. The specific procedures required for
each of these features depends on the type of telephone a guest is using. Room
telephones should be supplied with user instructions.
NOTE:
It is the responsibility of the property owner to provide these
instructions in so mething s imilar to a Guest Servic es Handbook or on
a user card that is plac ed nex t to the r oom telep hone. Refe r to ‘‘Guest
Operations Artwork’’ on page 87 for some examples of what can be
provided to your guests.
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Automatic Wakeup
Guests can en te r their own wakeup times, but the oper at io n i s different depending
on whether you have a Speech Synthesizer circuit pack installed in your switch:
■ With a Speech Synthesizer circuit pack, guests can enter one wakeup call
using the voice prompts of the circuit pack.
■ If a Speech Synthesizer circuit pack is not installed in your switch, guests
can enter one or two wakeup ca ll s usi ng th e sta ndard call progress tones to
prompt them through the process (for example, dial tone and confirmation
tone). For this operation, your switch must have the Dual Wakeup and
Wakeup Activation via Tones features enabled.
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With Speech Synthesizer
Provide the following procedures to your guests for activating and deactivating a
wakeup call.
NOTE:
Guests cannot enter two wakeup calls when using the Speech
Synthesizer circuit pack. Only attendants can enter two wakeup calls
with this configuration.
Add Your Wakeup Call
Access to the Automatic Wakeup feature may be from a button on the guest
telephone or by using a feature access code.
1. Pick up the handset of your telephone, and press the wakeup button, or
enter the Automatic Wakeup Call feature access code _____.
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■ Listen to the wakeup instructions. You will hear “You have reached
the automatic wak eup service. Pl ease enter t he time for your wake up
call followed by the pound sign.”
2. Using the dial keypad, enter the time that you wish to receive a wakeup
call, followed by the
# button. If you make a mistake, hang up and start
over.
■ If you entered a time between 13:00 and 00:59, you will hear a
message saying “Thank you. Your request for _____ is confirmed.”
You can hang up.
If you used a time between 01:00 and 12:59, the pro mpt says “A.M.,
press 2; P.M., press 7.”
3. Press the
2 button for an A.M. wakeup call or the 7 button for a P.M.
wakeup call.
■ You will hear a message saying “Thank you. Your request for
_____ is confirmed.” You can hang up.
4. Hang up the telephone.
When your wakeup time arri ves, your tel ephone will al ert you with spe cial 3-bu rst
ringing. Answer the call (and listen to the message, if you like), then hang up.
Your wakeup call is now finished and will not be repeated. If you do not answer
the wakeup call within 30 seconds, it is repeated two more times at 5-minute
intervals.
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Change or Delete Your Wakeup Call
1. Pick up the handset of your telephone, and press the wakeup button, or
enter the Automatic Wakeup Call feature access code _____.
■ Listen to the wakeup instructions. You will hear “You have reached
the automatic wakeup service. Your current reque st for a wake -up
call is _____. Press the
delete.”
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2 button to change; press the 3 button to
2. If you want to change the wakeup time that you entered earlier, press the
button.
■ You will now go through the original procedure for entering a
wakeup time again. Your new time will replace the old time.
3. If you want to delete your wakeup call completely, press the
■ You will hear the message “Thank you. Your request has been
canceled.” You can hang up.
4. Hang up the telephone.
With Wakeup Activation Via Tones
Provide the following procedures to your guests for activating and deactivating
wakeup calls if the Wakeup Activation via Tones feature is activated. The Dual
Wakeup feature is required if you want to allow your guests to have two wakeup
calls. Guests cannot activate a Daily Wakeup or a VIP Wakeup.
Add or Change Your Wakeup Call
2
3 button.
Access to the Automatic Wakeup feature may be from a button on the guest
telephone or by using a feature access code.
1. Pick up the handset of your telephone, and press the wakeup button, or
enter the Automatic Wakeup Call feature access code _____.
■ You will hear recall dial tone (three short tones, followed by dial
tone).
2. Using the dial keypad, enter the time that you wish to receive a wakeup
call. The time must be entered using the 24-hour clock format (for
example, 0900 is 9 a.m. and 2230 is 10:30 p.m.).
■ You will hear confirmation tone (three short tones, followed by
silence).
■ If you make a mistake, you may hear intercept tone. Hang up and
start over.
■ If you hear reorder tone (fast busy), the switch cannot accept your
request at this time. Try again later, or call the front desk.
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3. Hang up the telephone.
4. If you wish to have a second wakeup call, pick up the handset of your
telephone and press the wakeup button, or enter the Automatic Wakeup
Call feature access code _____.
■ You will hear recall dial tone (three short tones, followed by dial
tone).
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5. Press the
* button.
6. Enter the time that you wish to receive your second wakeup call. The time
must be entered using the 24-hour clock format (for example, 0900 is 9
a.m. and 2230 is 10:30 p.m.).
■ You will hear confirmation tone (three short tones, followed by
silence).
■ If you make a mistake, you may hear intercept tone (siren tone).
Hang up and start over.
■ If you hear reorder tone (fast busy), the switch cannot accept your
request at this time. Try again later, or call the front desk.
7. Hang up the telephone.
When your first wakeup time arrives, your telephone will alert you with
special 3-burst ringing. Answer the call (and listen to the message, if you like),
then hang up. Your wakeup call now is fi nished and will not be repeate d. If you do
not answer the wakeup call within 30 seconds, it is repeated two more times
at 5-minute intervals. Your second wakeup call follows the same procedure.
Delete Your Wakeup Call
1. If you wish to delete your first wakeup call, pick up the handset of your
telephone, and press the wakeup button, or enter the Automatic Wakeup
Call feature access code _____.
■ You will hear recall dial tone (three short tones, followed by dial
tone).
2. Press the
■ You will hear confirmation tone (three short tones, followed by
# button to delete your first wakeup call.
silence).
3. Hang up the telephone.
4. If you wish to delete your second wakeup call, pick up the handset of your
telephone, and press the wakeup button, or enter the Automatic Wakeup
Call feature access code _____.
■ You will hear recall dial tone (three short tones, followed by dial
tone).
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5. Press the * button, followed by the # button.
■ You will hear confirmation tone (three short tones, followed by
silence).
6. Hang up the telephone.
Do Not Disturb
If your switch is equipped with the Speech Synthesizer circuit pack, guests can
enter their own Do Not Disturb requests. The following instructions should be
provided to your guests so they can access this feature.
During the Do Not Disturb period, all calls except for the following are blocked
from ringing your telephone:
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■ Emergency calls, cleared through the front desk
■ Wakeup calls scheduled before your Do Not Disturb period ends.
The Do Not Disturb feat ure is ac cesse d by using a fe ature access code or by usi ng
a feature button on the guest telephone.
Enter a Do Not Disturb Request (Feature Dial
Access Code)
1. Pick up the handset of your telephone, and enter the Voice Do Not Disturb
feature access code _____.
■ Listen to the Do Not Disturb instructions. You will hear “You have
reached t he Do Not Disturb service. Ple ase enter the time you wish
Do Not Disturb to end, followed by the pound sign.”
2. Using the dial keypad, enter the time that you want the Do Not Disturb
time to end, followed by the
# button. If you make a mistake, hang up and
start ove r.
■ If you used a time between 13:00 and 00:59, you will hear a
message saying “Thank you. Do Not Disturb is activated. It will be
turned off at _____.” You can hang up.
■ If you used a time between 01:00 and 12:59, you will hear a
message saying “A.M., press 2; P.M., press 7.”
3. Press the
■ You will hear a message saying “Thank you. Do Not Disturb is
2 button fo r A.M. or the 7 button for P.M.
activated. It will be turned off at _____.” You can hang up.
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Change or Cancel a Do Not Disturb Request
(Feature Dial Access Code)
1. Pick up the handset of your telephone and enter the Voice Do Not Disturb
feature access code _____.
■ Listen to the instructions. You will hear “You have reached the Do
Not Disturb service. The current time for deactivation is _____.
Press 2 to change; press 3 to deactivate the service now.”
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14Guest Operation s
2. If you want to cha nge the t ime your Do Not Distur b period ends, pres s the
button.
■ You will now go through the original procedure for entering the
time. Your new time will re place the old time.
3. If you want to cancel Do Not Disturb completely, press the
■ You will hear a message saying “Thank you. Your request has been
3 button.
canceled.” You can hang up.
Activate Do Not Disturb (Feature Button)
Press the Do Not Disturb button.
■ The lamp next to the Do Not Disturb button lights. Do Not Disturb
is now activated.
Deactivate Do Not Disturb (Feature Button)
When the Do Not Disturb lamp is on, press the Do Not Disturb button.
■ The lamp next to the Do Not Disturb button goes off. Do Not
Disturb is now deactivated.
2
Emergency Access to the Attendant
In an emergency si tu ation, you can send the att endant an ur gent call fo r help. Thi s
call does not automati cally pl ace a cal l to an e mer gency ser vice age ncy; a se parate
call is required. The attendant will receive both audible and visible signals that
indicate the emergency call. There are two ways to place an emergency call:
■ Pick up the handset of your telephone and enter the Emergency Access to
Attendant feature access code _____. The switc h then se nds the emer gency
call to the attendant.
■ If you cannot enter the code, take t he handset off the telep hone. After being
off-hook for the admin ist er ed time interval, the swit ch a u to matically sends
an emergency signal to the attendant.
This feature has administerable parameters that are documented in the DEFINI TY
Enterprise Communications Server Administrator’s Guide.
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Retrieving Messages
Usually, guests will retrieve their voice m essages from their r ooms, but they may
also need to retrieve their messages from other guest rooms, from a house
telephone, or from a location away from the property. When retrieving messages
from other lo cations, passwords assigned at check -in a re used f or guest security. If
personal greetings are allowed on the voice messaging system, guests also can
create a personal greeting that callers will hear during the guest’s stay.
NOTE:
The procedures given in this section apply to the INTUITY Lodging
voice messaging p roduct. If y our install ation is usin g a dif ferent voic e
messaging system, use the instructions provided with that system.
Refer to the I
NTUITY Lodging Administration and Feature Operations
for more information about voice and fax messaging services.
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These procedures need to be communicated to your guests. You also can provide
them a Guest Quick Reference Card to help them use the I
messaging.
Retrieving Messages from Your Room
1. Call the message retrieval telephone number.
■ Listen to the message retrieval greeting and the notification of the
number and type of messages. Messages may be voice, fax, or text.
Text messages are usually written messages collected at the front
desk.
■ Messages are played one at a time. Each message is prefaced with
the time, day, and date it was received. Fax messages are always
presented after the voice messages have been accessed. Refer to
‘‘Retrieving Fax Messages’’ on page 17
2. After each message is played, you may do any of the following:
■ Press the 2 button to replay the message.
NTUITY Lodging voice
.
■ Press the 3 button to delete the message and listen to the next
message.
■ Press the 4 button to save the current message and listen to the next
message (this option is administerable and may not be available on
every system).
■ Press the 0 button to transfer to an attendant for assistance or to
retrieve text messages.
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If no keys are pressed, the current message is saved (if the system is
administered to save old messages), and the new one is played. To keep
your mailbox space free for new messages, delete unwanted messages.
If the system is not a dministered to save old mess age s, once you listen to a
message, the message is deleted automatically, and the next message is
played.
3. After the last messag e, you will hear a closing message.
Retrieving Messages from Locations Other
Than Your Room
1. Call the operator, give your name, and tell the operator that you want to
retrieve your voice messages. The operator will do one of two operations:
■ The operator transfers your call immediately to the voice messaging
system. Continue with Step 2.
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■ The operator will ask you for your room number and your voice
messaging password. The operator calls the voice messaging
system, enters your room number and your password, and then
transfers you to the voice messaging system. Continue with
Step 3.
2. Enter your room number followed by your password.
!
SECURITY ALERT:
T o protect against abuse of voice mailboxes, passwords should be assigned.
If the voice-messaging mailbox you are accessing does not have a
password, contact the front desk personnel to request that a password be
assigned.
■ The system prompts you with the message “Press 1 to listen.”
3. Press the
1 button to listen to your voice messages. Messages are played
one at a time.
4. After each message is played, you may do any of the following:
■ Press the 2 button to replay the message.
■ Press the 3 button to delete the message and listen to the next
message.
■ Press the 4 button to save the current message and listen to the next
message (this option is administerable and may not be available on
every system).
■ Press the 0 button to transfer to an attendant for assistance or to
retrieve text messages.
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If no keys are pressed, the current message is saved (if the system is
administered to save old messages), and the new one is played. To keep
your mailbox space free for new messages, delete unwanted messages.
If the system is not a dministered to save old mess age s, once you listen to a
message, the message is deleted automatically, and the next message is
played.
5. After the last messag e, you will hear a closing message.
Retrieving Fax Messages
1. Call the message retrieval telephone number.
■ Listen to the message retrieval greeting and the notification of the
number and type of messages. Messages may be voice, fax, or text.
Text messages are usually written messages collected at the front
desk.
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■ Messages are played one at a time. Each message is prefaced with
the time, day, and date it was received. Fax messages are always
presented after the voice messages have been accessed.
2. After all of the voice messages have played, press the
prompted to retrieve your fax messages.
3. After pressing the
■ Press the 1 button to receive the messages on the same telephon e
6 button, you may do any of the following:
call. To do this, you must be calling from a fax machine or from a
telephone that has a data port connected to your computer. The
computer must have fax software that can receive the messages.
■ Press the 2 button to print the messages to an in-room fax machine.
■ Press the 3 button to send the messages to the guest services fax
machine (usually at the front desk).
■ Press the 4 button to send the messages to a machine outside of the
hotel. You will be prompted to enter the fax machine’s telephone
number.
6 button when
All fax messages in your mailbox are printed as a group.
4. Depending on the option selected, you will hear a closing message, or the
call will disconnect after all fax messages are delivered.
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Hospitality Operations
Recording a Personal Greeting
NOTE:
To use this feature, the INTUITY Lodging system must have software
Release 1.1 or later.
1. Call the message retrieval telephone number.
■ Listen to the message retrieval greet ing.
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2. When prompted, press the
5 button to hear the personal greeting and
change password options. The following personal greeting options are
given:
■ To record your personal greeting, press the 1 button.
■ To listen to your personal greeting, press the 2 button.
■ To erase your personal greeting, press the 3 button.
3. Press the
1 button to record a personal greeting. You are then prompted to
record your personal greeting after the tone.
!
SECURITY ALERT:
When recording your personal greeting, if is recommended that you do not
give out your room number or any other information that could compromise
your personal security.
4. When recording is completed, you may do any of the following:
■ To re-record, press the 1 button.
■ To review your recording, press the 2 button.
■ To erase and go back (to your messages), press the 3 button.
■ To save and go back (to your messages), press the 4 button.
5. Once you are satisfied with your personal greeting, press the
save your personal greeting. You will receive a confirmation message and
will be re turned to message retrieval.
6. If you already have a personal greeting, press the
personal greeting.
■ After listening to your personal greeting, you are returned to
message re trieval.
7. If you already have a personal greeting, press the
personal greeting.
■ After erasing your personal greeting, you are returned to message
retrieval.
4 button to
2 button to listen to your
3 button to erase your
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Changing Your Password
At check-in, you were assigned a 4-digit password to use when retrieving your
messages while away from your room.
NOTE:
To use this feature, the INTUITY Lodging system must have software
Release 1.1 or later. Passwords cannot be the same as your room
number and cannot be the same four digits. For security, it is
recommended that you use a random number pattern.
To change your password, do the following:
1. From your room, call the message retrieval telephone number.
■ Listen to the message retrieval greet ing.
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2. When prompted, press the
5 button to hear the personal greeting and
change password menu.
3. Press the
■ You are given instructions on how to change your password.
4 button to change your password.
4. Enter a valid 4-digit password.
5. Enter your new password a second time.
■ You will receive a confirmation message stating that your password
has changed.
6. Press the
5 button to go back to your messages, or hang up if finished.
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Dial by Name
If you can not remember at which room your associate is staying, you can use the
Dial by Name feature to place a call. This feature is only available on
GuestWorks.
1. Call the Dial by Name extension as provided by the hotel.
You are routed to the auto-attendant procedure and are prompted to enter
the perso n’s name.
2. Enter the first four characters of the perso n’s last na me.
If only one name matches the four characters entered, the call is placed to
that person. Otherwise, continue with step 3.
3. If there is m ore than one match for the first four characters, you are
prompted to enter the rest of the characters in the person’s last name. After
you enter the rest of the characters, press the
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# button.
If only one name matches the characters entered, the call is placed to that
person. Otherwise, go to step 4.
4. If there are still multiple matches, you are prompted to enter the first two
characters of the person’s first name.
If only one name matches the characters entered, the call is placed to that
person. Otherwise, the call cannot be completed using Dial by Name.
NOTE:
When a group of telephones are designated as a suite of telephones
(for example, one room with several telephones, all with different
extension numbers), only the name assigned to the primary suite
telephone extension is accessible with Dial by Name. The secondary
suite extension names have an asterisk (*) prepended to the name and
cannot be searched with Dial by Name.
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Hospitality Operations
Front Desk Operations
Almost all operations that are done from a traditional “attendant console”
(Model 302 or PC con sole) can n ow be done from an Atte ndant Backup t elephone
(a telephone that has “console” permissions). The operations given in this section
include the following:
■ Attendant Backup
■ Check-In and Check-Out
■ Automatic Wakeup
■ Failed Wakeup Notification
■ Controlled Restrictions
■ Do Not Disturb
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■ Message Waiting Notification
■ PMS Alarms
■ Call Accounting Alarms
■ Maid Status and Room Occupancy
■ Recorded Announcements.
Refer to the DEFINITY Console Operations and DEFINITY Console Operations
Quick Reference for standard console feature operations not related to hospitality.
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Attendant Backup
The Attendant Backup feature allows you to access most attendant console
features from one or more speciall y-a dmin ist ered multiappearance telephones.
Using this ba ckup mode , you ca n an swer calls fast er, thus pro vid ing be tter servi ce
to your guests and prospective clients.
The recommended telephones are the Model 6408D+ and the Model 6424D+.
When calls terminate at the attendant console during normal operation, users at
the backup telephones can answer overflow calls by pressing a button or entering
a feature access code. You can then process the calls as if you are at the attendant
console. Procedures for basic feature operation are documented in the quick
reference guides for each telephone.
NOTE:
The Attendant Backup features cannot be used from guest rooms
administered as “client” rooms even if those rooms have
multiappearance telephones.
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When the attendant cons ole is i n the day mode (the Nig ht lamp is of f), you cannot
answer overflow calls at the backup telephones until the number of calls waiting
in the atte ndant queue has reached an administered threshold. Until the threshold
is reached, the only indication the backup telephones receive that there are calls
waiting in queue is that the Att enda nt Queue Calls and the Attendant Queue Time
lamps turn on. You can press the
Attendant Queue Time button to see how many calls
are waiting and how long the oldest call has been waiting, but you cannot answer
the call. The Attendant Queue Time lamp starts flashing when the time in que ue
warning level has been reached (this is usually set for 15 seconds), but you still
cannot answer the call.
When the calls waiting in queue threshold has been reached, the backup
telephones will be ep every 10 seconds as l ong as the number of cal ls waiti ng stays
above the threshold. You then can answer calls using the Trunk Answer Any
Station (TAAS) feature access code _____ or an automatic dialing button
administered with that feature access code. You can turn off the beeping by
pressing the
Ringer Cutoff button.
When the attendant consol e is in the night mode (the Night lamp i s on), all call s to
the attendant console immediately beep at the backup telephones, and the
Attendant Queue Calls and the Attendant Queue Time lamps go on. You then can
answer calls using the TAAS feature access code _____ or an automatic dialing
button administered with that feature access code.
You also can install an external ringi ng devi ce that sounds whene ver the atte ndant
queue limit is reached and when calls can be answered with the TAAS feature
access code. Attendant Backup is an optional feature.
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Check-In/Check-Out
Use the following p rocedures to check h otel g uests in and out. If your sw itch h as a
PMS that supports check-in and check-out, use this feature from the PMS. The
only exc eption to this is if the link to the PMS is not operational.
Check-In
When a guest checks in and is assigned a room, the room’s status changes to
occupied, and the room’s telephone controlled restriction changes to No
Restriction.
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1. If you are not sure which rooms are available, press the
button.
■ The lamps associated with the rooms already occupied will display
on the DXS selector console. Determine an unoccupied room from
this information.
2. Press the
■ The Check In lamp goes on.
■ The following displays:
CHECK IN - Ext:
3. Enter the ro om number followed by the
■ One of the following displays:
CHECK IN COMPLETE
Check In button.
# button.
This indicates that the check-in procedure was successful.
INVALID EXTENSION - TRY AGAIN
Occupd Rooms
This indicates that you entered the wrong extension. Press the
button to start over.
CHECK IN: ROOM ALREADY OCCUPIED
This indicates that check-in has already been done for this room.
CHECK IN FAILED
This indicates that something failed with the check-in procedure. Press the
Check In button to start over.
■ The console returns to the normal operating mode.
Check In
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Assigning DID Numbers to Guest Rooms
Two methods can be used to assign a Direct Inward Dialing (DID) number to a
guest’s room:
■ Automatic selection of DID numbers by the switch or via the PMS
■ Custom selection of VIP DID numbers by the person checking in the gu est .
Automatic Selection of DID Numbers for Guest Rooms allows you to give a
guest, upon check-in, a phone number that provides direct dial access to the
guest’s room. In the case of Automatic Selection of DID Numbers, the switch
automaticall y chooses a number from a rotat ing list of availab le DID numbers that
can be assigned to a guest’s room. In the case of Custom Selection of VIP DID
Numbers, the person checking the guest in chooses a number from a special
reserved list of numbers available for ass ign me nt t o a gues t’s room. Both of these
processes provide a measure of privacy to your guests because providing the
phone number does not give away the room number.
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Callers would use a 7- t o 10-digit number from out side of the hot el. For call s from
inside the hotel, the callers would use either the room/extension number or the
DID number.
For example, in the case of Automatic Selection of DID Numbers, when a
check-in is done via the
Chec k-in button on the console or via a PMS, the switch
assigns a DID number to the checked-in room from a list that is assigned at the
switch. All calls made to the DID number are directed to the room as if the room
were called directly.
Similarly, in the case of Custom Selecti on of VIP DID Numbers, when a che ck-in
is done via t he
VIP Check-in button on the console or vi a a PMS, th e person c hecking
the guest in assig ns a VIP DID number to the checke d-in room from a rese rved list
of numbers that can be used for special guests. As is the case with Automatic
Selection of DID Numbers, all calls made to the VIP DID number are directed to
the room as if the room were called directly.
NOTE:
The following process is written based on the assumption that you
have established a dial plan and that you have administered all DID
numbers as XDID station types and all VIP DID numbers as
XDIDVIP station types on the Station screen. Neither the XDID nor
the XDIDVIP extension numbers should have a “Client Room” cla ss
of service.
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Checking in a Guest Room and Assigning a DID Number
Automatically
An automatic assig nment of a DID number t o a guest r oom allows a guest to have
a phone number not associated with his/her room number.
To check in a guest and provide a DID number to a guest in room 6022, do the
following:
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25Front Desk Operations
1. Press the
check-in button on the console.
CHECK IN - Ext:
2. Enter the guest’s room number and press the
# button.
The following displays:
DID?
3. Press 9 (yes) or 6 (no).
If yes, the DID number is assigned. The following displays:
CHECK IN COMPLETE: DID= 7452
If no, the following displays:
CHECK IN COMPLETE
Checking in a Guest Room and Custom Selecting a VIP DID Number
Custom selection of a VIP DID number and having that number assigned to a
guest room allows a guest to have a phone number not associated with his/her
room number. To check in a guest and custom select a VIP DID number for the
guest in a particular room, do the follow ing:
1. Press the
VIP Check-in button on the console.
VIP CHECK IN - Ext:
2. Enter the guest’s room number, and press the
The following displays:
SPECIFY VIP DID:
3. Enter the desired VIP DID, and press the
The following displays:
CHECK IN COMPLETE: DID= 6499
If an incorrect VIP DID is speci fi ed , or if no VIP DID is speci fi ed , and the
# button is pressed, the following displays:
CHECK IN COMPLETE, INVALID DID
If you do not choose to assign a DID number now, but want to assign one
later, see “Changing DID Assignments.”
# button.
# button.
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If you try to assign a VIP DID that is already in use , the followi ng displ ays:
CHECK IN COMPLETE, DID UNAVAILABLE
Viewing DID Number Assignments
To find out what DID number is assigned to a room, do the following:
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1. Press the
DID VIEW: EXT?
DID View button. The following displays:
2. Enter the room extension number that you wish to view followed by the
button. The following displays:
DID: 5321 CHANGE?
3. Press 6 (no) or the
# button after viewing the DID number. The following
displays:
DID VIEW DONE
Changing to a New Automatic DID Number
NOTE:
Please keep in mind that you can change a DID in any of the
following ways:
■ Automatic to Automatic
■ VIP to VIP
#
■ Automatic to VIP
■ VIP to Automatic.
To change the DID number assigned to a room, do the following:
1. Press the
DID VIEW: EXT?
DID View button. The following displays:
2. Enter t he room ext ension nu mber tha t you wish to change followed by the
button. The following displays:
DID= 6499 CHANGE?
3. Press 9 (yes) to change the DID number. The following displays:
AUTOMATIC ASSIGN(1), SELECT(2)?
4. To automatically assign, press 1 (ASSIGN). The following displays:
DID= 2245 CHANGE?
5. Enter 9 (yes) repeatedly to step through the list of available DID numbers.
#
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