Avaya GuestWorks and DEFINITY User Manual

GuestWorks® and DEFINITY

Enterprise Communications Server

Release 9 Hospitality Operations

555-231-742 Comcode 108898941 Issue 1 November 2000

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 technical 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 property, financial assets, or toll-fac ility 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 knowledge and resourc e s from a variety of so urc e s 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 security 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 protection ag ainst 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 Class A limits for radio nois e em issions set out in the radio interference regulations of the Canadian Department of Communications.

Le Présent Appareil Nom

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. V oice: 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 Support

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

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.

i-CTR4 PRI

met pas de bruits radioélectriques dépassant

érique n’é

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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 Guest Services 5 PMS Integration 6

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iii

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 Distu rb 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

■ V oic e Mess agi ng Op erati ons 63

Administrative Mailbox on an INTUITY System 63

Connecting Guests to the Voice Messagi 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

Status Codes 76

■ Reports 79

Administration Reports 79

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Printer 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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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 bei ng reissued due to the addition of the fol l owing 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

Each procedure in this document is intended for one of the following groups of users:

and DEFINITY® Enterprise Communications Server (ECS) family

■ Guests (or patie nts)

■ 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 addre ss ba si c telephone or attendant console operation.

Attendants and fr ont desk personnel should receive specific training in hospitali ty operations.

Organization

This document is organiz ed under the fol lowi ng major topics:

■ Hospitality Services Overview

■ Guest Operations

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Conventions

The following conventions are used in this document:

■ Console Operations (attendant and backup)

■ Voice Messa ging Operations

■ Call Accounting Operations

■ Housekeeping Staff Operations

■ Administration Options

■ Reports

■ Guest Operations Artwork.

■ Unless specifie d otherwise, the term “sw itch” signifies the DEF I NITY

ECS or GuestWorks.

■ The term “attendant cons ole ” si gnifies the Model 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 labels can be cus tomized f or each s ite, some button l abeling ma y 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 paths a nd opti ons yo u ente r in t he admi nis tratio n

forms are shown as follows:

change system-parameters 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.

■ 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 .

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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 information in two wa ys as follows:

■ 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 and write them down in this table.

Feature Feature Access Code

Announcement Automatic Wakeup Call Emergency Access to Attendant Group Control Restrict

Activation Deactivation

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Trunk Answer Any Station (TAAS) User Control Restrict

Activation

Deactivation Verify Wakeup Announcement Voice Do Not Disturb

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. GuestWorks and DEFINITY ECS offer th e lodging oper ator the mo st 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 packag e provides the 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 appearances or featur es. Multiapp earance t elephones c an also be equ ipped 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.

Guest Services

NTUITY™

NTUITY Lodging Call Accounting , and enhan ced guest

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 feature of the switc h is the ability to activa te Do Not Dis turb. 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 restriction ). When activated, it allows only Priority Calling and A utomatic 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 b ackup t elephon e. When a guest is c heck ed in, the de sk c lerk 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 provide added fle xibilit y for voi ce and da ta call s. These telepho nes use digital tec hnology to pr ovide si mult aneous voice calls an d data call s over on e pair of wires. These telephones can replace existing analog room telephones without the need for rewiring your property.

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After cleaning a room, housekeeping personnel can use the telephone and dial a feature access code t o ch ange the room sta tus fr om “dir ty” to “ clean and r eady fo r 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 previousl y-mentione d switch fe atures beco me 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 message, t he message wait ing lamp on a gue st ’s telephone can be turned on by the I

NTUITY Lodging messaging system, by the PMS, or by the

console attenda nt. When guests retriev e all o f their messages , the voi ce messag ing system turns their message waiting lamps off. The I greetings (the prompts heard when gues ts retri eve the ir me ssages ) are a vaila ble 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 equi pped with voice messaging, the front desk pe rs onne l ca n take messages manually and can turn on the guest’s message waiting lamp. Wh en a guest calls the front desk to ge t his or her me ssages , t he fr ont d esk pe rs onnel 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 Terminal 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 ext ension numbe r. The telephone now is available 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 po rts.

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Guest Operati ons

Guests can schedule wake up calls for themselv es, blo ck unwanted inc oming 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 some thing simil ar to a Guest Serv ices Hand book or on a user card that is plac ed next to the room tel ephone . Refer to ‘‘Guest

Operations Artwork’’ on page 87 for some examples of what can be

provided to your guests.

Automatic Wakeup

Guests can ente r the ir own wakeup times, b ut the operation i s different de pending on whether you have a Speech Synthesizer circuit pack installed in your switch:

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■ 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 call 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 _____.

■ Listen to the wakeup instructions. You will hear “You have reached

the automatic wakeup s ervice. Plea se enter the t ime for your wakeup call followed by the pound sign.”

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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 12:5 9, the promp t 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 arrive s, your telepho ne will alert you with speci al 3-burst 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 request fo r 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

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 _____.

3 button.

■ 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 fini shed and wil l not be re peated. 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 W akeup 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

# button to delete your first wakeup call.

■ You will hear confirmation tone (three short tones, followed by

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:

■ Emergency calls, cleared through the front desk

■ Wakeup calls scheduled before your Do Not Disturb period ends.

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The Do Not Disturb feature is acces sed by usi ng a feat ure acc ess code or by using 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 the Do Not Disturb service. Please 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 over.

■ 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

2 button for A.M. or the 7 button for P.M.

■ You will hear a message saying “Thank you. Do Not Disturb is

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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2. If you want to change the time your Do Not Disturb p eriod ends , press t he button.

■ You will now go through the original procedure for entering the

time. Your new time will replace 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

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.

Emergency Access to the Attendant

3 button.

In an emergency situ ati on, you can send the attend ant an ur ge nt cal l for hel p. This call does not au tomatical ly place a call to an em erge ncy servi ce agency; a separ ate 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 acc ess code _____ . The switch th en sends the emer gency call to the at tendant.

■ If you cannot enter the code, take the handset of f the telephone . After bei ng

off-hook for the admin ist er ed t ime i n t erv al , the switch automatica ll y sen ds an emergency signal to the attendant.

This feature has ad mi ni st er abl e parameters that ar e d ocumented in the DEFINITY

Enterprise Communications Server Administrator’s Guide.

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Retrieving Messages

Usually, guests will re trieve their voice messages from th eir rooms, 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 locat ions, pas swords ass igned at check -in are used for guest s ecurity. 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 prod uct. If your installat ion is usin g a diff erent 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.

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.

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NTUITY Lodging voice

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.

■ 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 admini stered to save old message s, once you listen to a message, the message is deleted automatically, and the next message is played.

3. After the last message, you will he ar 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.

■ 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.

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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 the system is not admini stered to save old message s, once you listen to a message, the message is deleted automatically, and the next message is played.

5. After the last message, you will he ar 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.

■ 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.

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2. After all of the voice messages have played, press the

6 button when

prompted to retrieve your fax messages.

3. After pressing the

■ Press the 1 button to receive the messages on the same tele phone

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.

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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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 greeting.

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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

4 button to

save your personal greeting. You will receive a confirmation message and will be retu rned to message retrieval.

6. If you already have a personal greeting, press the

2 button to listen to your

personal greeting.

■ After listening to your personal greeting, you are returned to

message retrieval.

7. If you already have a personal greeting, press the

3 button to erase your

personal greeting.

■ After erasing your personal greeting, you are returned to message

retrieval.

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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 greeting.

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2. When prompted, press the

5 button to hear the personal greeting and

change password menu.

3. Press the

4 button to change your password.

■ You are given instructions on how 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 person ’s name.

2. Enter the first four characters of the person’s last name. 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 mo re 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

If only one name matches the characters entered, the call is placed to that person. Otherwise, go to step 4.

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# button.

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 console) can now be done fr om an Attendan t Backup telepho ne (a telephone that has “console” permissions). The operations given in this section include the following:

■ Attendant Backup

■ Check-In and Check-Out

■ Autom atic Wakeup

■ Failed Wakeup Notification

■ Controlled Restrictions

■ Do Not Disturb

■ Message Waiting Notification

■ PMS Alarms

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■ 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 specially-a dmin ist er ed mu lt ia ppearance telephones. Using this backup mode, yo u can a nswe r cal ls f aster, thus providing better 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 console is in th e day mode (t he Night l amp is of f ), you cann ot answer overflow calls at the backup telephones until the number of calls waiting in the atten dant queue has reached an administ ered threshold. Until the threshol d is reached, the only indication the backup telephones receive that there are calls waiting in queue is t hat t he Attendant Queue Call s a nd 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 queue 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 beep e very 10 sec onds as long as the number of calls waiting s tays 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 console is i n the night mode (th e Night lamp is on), all calls 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 ri nging d evice t hat so unds wh enever the at tendan t 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 proc edures to check h otel gues ts in and out. If yo ur swit ch has a PMS that supports check-in and check-out, use this feature from the PMS. The only excep tion to this is if the lin k to the PMS is not opera tional.

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

CHECK IN - Ext:

3. Enter the roo m number followed by the

CHECK IN COMPLETE

Check In button.

■ The Check In lamp goes on.

■ The following displays:

# button.

■ One of the following displays:

This indicates that the check-in procedure was successful.

INVALID EXTENSION - TRY AGAIN

This indicates that you entered the wrong extension. Press the button to start over.

CHECK IN: ROOM ALREADY OCCUPIED

Occupd Rooms

Check In

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.

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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 PM S

■ Custom selection of VIP DID numbers by the person checking in the guest .

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 automatically choos es a number from a rotatin g list of available 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 assign 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.

Callers would use a 7- to 10- digit numbe r from outsi de of the hotel . For calls f rom inside the hotel, the callers would use either the room/extension number or the DID number.

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For example, in the case of Automatic Selection of DID Numbers, when a check-in is done via the

Check-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 Select ion of VIP DID Number s, when a check- in is done via the

VIP Check-in button on the conso le or via a PMS, th e person c hecking

the guest in assigns a VIP DID numbe r to the checked- in room from a reserve d 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 s houl d have a “Cl ie nt Roo m” cla ss of service.

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Checking in a Guest Room and Assigning a DID Number Automatically

An automatic assignment of a DID number to a gues t room all ows 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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1. Press the

CHECK IN - Ext:

2. Enter the guest’s room number and press the

check-in button on the console.

# 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 pa rticular room, do the following:

1. Press the

VIP CHECK IN - Ext:

VIP Check-in button on the console.

2. Enter the guest’s room number, and press the

# button.

The following displays:

SPECIFY VIP DID:

3. Enter the desired VIP DID, and press the

# button.

The following displays:

CHECK IN COMPLETE: DID= 6499

If an incorrect VIP DID is specifi ed , or if no VIP DID is speci fied, 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.”

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If you try to assign a VIP DID that is alrea dy in use, the foll owing dis plays :

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

■ Autom atic 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 the room extens ion nu mber that you wish t o change f ollowed 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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