Lucent Technologies GuestWorks, DEFINITY Operation Manual
GuestWorks® and
®
DEFINITY
Enterprise Communications Server
Release 8
Hospitality Operations
555-230-723
Comcode 108596560
Issue 6
December 1999
Copyright 1999, Lucent Technologies
All Rights Reserved
Printed in U .S.A.
Notice
Every effort was made to ensure that the in form a tion in thi s book was
complete and accura te a t the ti me of printi ng. However, informat ion is
subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of yo ur telecommunication s syste m
by an unauthorize d party, for example, persons other than your com-
pany’s employees, agents, subcontractors, or persons working on your
company’s behalf. Not e tha t t her e may be a r is k of toll fr aud a sso ciat ed
with your telecommunications system and, if toll fraud occurs, it can
result in substantial additional charges for your telecommunications
services.
This equipment returns an swer-supe rvision signals on all DID calls
forwarded back to the public switched telephone network. Permissible
exceptions are:
• A call is unanswered
• A busy tone is received
A reorder tone is received
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus do es not exceed the Class A limits for radi o
noise emissions set out in the ra dio interference regula ti ons of the
Canadian Departme nt of Communications.
Trademarks
DEFINITY and GuestWorks are registered tra d em arks of Lucent
Technologies.
INTUITY is a tr ademark of Lucen t Technologies.
You and your system manager are responsible for the security of yo ur
system, such as programming and confi guring your equipment to prevent unauthorized us e. The system manager is also responsi bl e for
reading all installation, in struc t ion , a nd syst em administration documents provided with th is product in order to fully under s tand the features that can introduce risk of toll fraud and the steps that can be taken
to reduce that risk. Lucen t Technologies does not warrant that t his
product is immun e from or will prevent unau tho riz ed use of common-carrier telec omm unication services or facilities accessed through
or connected to it. Lucent Technologies will not be responsible for any
charges that result from such unauthorized use.
Lucent Technologies Fraud I n tervention
If you suspect that you are being victimized by toll fraud and you ne ed
technical support or assistance, call the Lucent Technologies National
Customer Care Cent er support line at 1-800-643-2353. Outside the
continental United States, contact your local Lucent Technologies
authorized representative.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and
found to comply with th e li m it s f or a Cl ass A di git a l de vice, pursuant
to Part 15 of the FCC Rules. Th es e limits are design ed to provide reasonable protection against harmful interference when the equipment is
operated in a commercial environment. This equipment generates,
uses, and can radiate rad io fre quency energy and, if not instal l ed a nd
used in accordance with the instruction manual, may cause harmful
interference t o rad io co mmunica ti ons. Opera tion o f th is equi pmen t in a
residential area is likely to cause harmful interference, in which case
the user will be required to correct the interfere nce at his own expense.
Part 68: Network Registration Number. This equipment is registered
with the F C C in accorda n ce with Part 68 of the FCC R ules. It is identified by FCC registratio n num ber AS593M-13283-MF-E, ringer
equivalence 3.0A.
Part 68: Answer-Supervision Signaling. Allow ing
this equipment to be operated in a manner that does not provide proper
answer-supervision signaling is in violation of Part 68 rules. This
equipment returns answer-supervision signals to the public switc he d
network wh en:
• Answered by the called st ation
• Answered by the attendant
• Routed to a recorded a nnouncement that can be administered by the CPE user
Ordering Information
Call: Lucent Technologies 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, Afri ca Voice: +1 317 322 6416
Asia, China, Pacific Re gion, Caribbean,
Latin America Voice: +1 317 322 6411
Non-U.S. Fax: +1 317 322 6699
Write: Lucent Technologies Publications Center
2855 N. Franklin Road
Indianapolis, IN 46219
U.S.A.
Order: Document No. 555-230-723
Comcode 10859 6560
Issue 6, December 1999
For more information a bout Lucent Technologies documents, refer to
the section entitled “Related Documents” in “About This Document.”
Product Support
To receive support on your product, call 1-800-242-2121. Outsid e the
continental Uni te d State s, c ontact your local Lucen t Technologies
authorized representative. To receive support for Teledex room telephones, call 1-813-824-6003.
European Union Declaration of Conformity
The “CE” mark affixed to the equipment described in this book indicates that the equipmen t co nf o r ms to the fo llowing 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.
Lucent Technologies Web Page
The World Wide Web home page for Lucent Technologies is
http://www.lucent.com
Acknowledgment
This document was prepared by Product Documentation Development,
Lucent Technologies, Denver, CO.
GuestWorks and DEFINITY ECS Release 8
Hospitality Operations
Contents
555-230-723
Contents
Contents iii
Hospitality Operations 1
■ About This Document 1
Purpose 1
Organization 2
Conventions 2
Related Documents 4
Product Support 4
■ Hospitality Services Overview 5
Telephone Support 5
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iii
Guest Services 5
PMS Integration 6
Messaging Services 7
Flexibility 7
■ Guest Operations 8
Automatic Wakeup 8
Do Not Disturb 12
Emergency Access to the Attendant 13
Retrieving Messages 14
Dial by Name 19
■ Front Desk Operations 20
Attendant Backup 20
Check-In/Check-Out 21
Automatic Wakeup 25
Controlled Restrictions 38
Do Not Disturb 43
Message Waiting Notification 48
PMS Alarms 49
Call Accounting Alarms 49
Crisis Alert 49
Maid Status, Housekeeping Status, and
Room Occupancy 50
Recorded Announcements 52
GuestWorks and DEFINITY ECS Release 8
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Contents
Automatic Selection of DID Numbers for
Guest Rooms 53
■ Voice Messaging Oper ations 55
Administrative Mailbox on INTUITY 55
Connecting Guests to the Voice Mess agi ng
System 56
Restoring a Deleted Voice Message 58
Retrieving Messages for Checked-Out Guests 59
■ Call Accounting Operations 61
Night Audit Procedures 61
End-of-Week/End-of-Month Audit Procedures 62
Printing Key Reports 63
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iv
■ Housekeeping Staff Operations 66
Status Codes 67
■ Reports 69
Administration Reports 69
Printe r R ep o rts 73
■ Guest Operations Artwork 76
Index 83
GuestWorks and DEFINITY ECS Release 8
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Hospitalit y Operations
About This Document
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1About This Document
Purpose
This document contains the procedures for using the hospitality features of the
®
GuestWorks
and DEFINITY® Enterprise Communications Server (ECS) fami ly
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.
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
The hospitality services are assembled into 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.
GuestWorks and DEFINITY ECS Release 8
Hospitality Operations
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Hospitality Operations
Organization
This document is orga niz ed under the following major topics:
■ Hospitality Services Overview
■ Guest Operations
■ Console Operations (att enda nt and back up)
■ Voice Messaging Operatio ns
■ Call Accounting Operations
■ Housekeeping Staff Operations
■ Administration Options
■ Reports
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2About This Document
Conventions
The following conventions are used in this document:
■ Guest Operations Artwork
■ Unless specified otherwise, the term “swit ch” signifi es the DEFINITY
ECS or GuestWorks.
■ The term “attendant console” signifies the Model 302B, 302C, or PC
console that is usually found at the front desk. The term “backup
telephone” signifies either a Model 6408D+, Model 6424D+,
Model 8410D, or Model 8434 telephone with attendant-type feature
buttons. Other multiappearance telephones can be used, but the preferred
models are the 6408D+, 6424D+, 8410D, or 8434.
■ Buttons you press on the console or backup telephone are shown as
follows:
RELEASE
The buttons shown in this document use label designations provided by
Lucent Technologies. Since the button labels can be customized for each
site, some button labeling 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 co mmand pa ths a nd opti ons yo u en ter i n the adminis trat ion
fields are shown as follows:
change system-paramete rs hos pita lity
GuestWorks and DEFINITY ECS Release 8
Hospitality Operations
Hospitality Operations
■ Field names shown on the administration screens are shown as follows:
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the Extension of PMS field
■ 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 o f 5.
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3About This Document
For example, to ente r 7:00 a.m., press the
a.m., press the
1 1 3 0 buttons. To enter 10:15 p.m., press the 2 2 1 5
0 7 0 0 buttons. To enter 11:30
buttons.
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 and 12:59 could
represent either a.m. or p.m., so the switch prompts you to designate the
correct time.
In all of the procedures where 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 person
you are calling is busy.
— Reorder tone — a fast on-off-on-off tone you hear when calling
facilities are not available or are out of order.
— Confirmation tone — a three-burst tone you hear after successfully
using a feature access code.
— Intercept tone — a high-to-low tone you hear when a call or feature
access code is not accepted.
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■ The following table lists the features described in this document. Ask your
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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
Trunk Answer Any Station (TAAS)
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4About This Document
User Control Restrict
Activation
Deactivation
Verify Wakeup Announcement
Voice Do Not Disturb
Related Documents
■ BCS Product s Secu ri ty Handbo ok — 555-025-600
■ DEFINITY
■ PC Console Quick Reference User’s Guide — 555-230-795
■ DEFINITY
■ INTUITY™ Lodging Guest Artwork Package — 585-310-739
■ INTUITY™ Lodg ing Admini strat ion and Fea ture Operations — 58 5-310- 577
■ GuestW orks
555-231-205
®
Console Operations — 555-230-700
®
Console Operations Quick Reference — 555-230-890
®
INTUITY™ Lodging Call Accounting User’s Guide —
■ DEFINITY
■ DEFINITY
®
ECS Administrator’s Guide — 555-233-502
®
ECS System Description — 555-230-211
Product Support
T o r eceive s upport on your DEFINITY ECS or GuestWorks, call 1-8 00-242-2121 .
Outside the continental United States, contact your local Lucent Technologies
authoriz ed represen tative.
GuestWorks and DEFINITY ECS Release 8
Hospitality Operations
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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 communication enhances guest
satisfaction. DEFINITY ECS and GuestWorks
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.
The switch provides a digital telephony base for the property where Lucent
T ech nologies’ I
Accounting, and enhanced guest services are integrated with the switch. The
hospitality package provides the custom hospitality features with or without a
Property Management System (PMS) or a call accounting system.
NTUITY™ Lodging Voice Messa ging, Lucent I NTUITY Lodging Call
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offers the lodging operator the
5Hospitality Services Overview
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 office.
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 currentl y in use. The Model 640 8D+, 6424D+, 8403, 8410, and 8434
are recommended for office staff use. The Model 6408D+, 6424D+, 8410D,
and 8434 have digital displays and access to additional features by using special
softkey buttons.
Guest Services
The switch provides automatic wakeup for guest rooms where guests can request
their own wakeup call. The reque st process ca n use the Speech Synth esizer cir cuit
pack to prompt the guest t hrough the r equest . The wake up cal l can b e as s imple a s
a silent wakeup call, or a c ustom sales message i n the native l anguage 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 when the
messages are recorded into the Announcement circuit pack. It is the
customer’s responsibility to record the messages.
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Hospitality is the ability to activate Do Not Disturb and the assurance that the
feature will turn off at the predetermined time. Do Not Disturb is just that — it
turns off ringing at a stat ion (a form of terminating restriction). When activated,
only Priority Calling and Automatic Wakeup calls can ring at the station. This
restriction ensures fewer distractions when a guest does not want to be disturbed.
Hospitality is having a check-in and check-out button on the attendant console or
backup telephone . When a g uest i s checke d in, th e des k cler k press es the c heck-i n
button; the switch prompt s f or an extension number, marks the room as occ upi ed,
and turns the telephone on. At check-out, the reverse happens.
Hospitality for the business traveler is providing the Model 8411 telephones.
The 8411 telephone uses digital technology to provide simultaneous voice calls
and data call s over one pair of wires. Thes e telepho nes can re place exi sting an alog
room telephones without rewiring your property.
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6Hospitality Services Overview
Hospitality is t he housekeep er cleani ng a room, going t o the tele phone and dia ling
a feature access code to change the room status from “dirty” to “clean and ready
for occupancy.” All of the above are do ne in the switch, without the use of a PMS.
A GuestWorks feature, called Dial by Name, allows guests to call other guests in
the hotel by entering their name instead of their extension number. This feature
uses the Call Vectoring feature to give guests another option when placing calls.
PMS Integration
When a PMS is added, many of these switch features mentioned above become
enhanced for the needs of the lodging management. The PMS interfaces to the
switch using a di gital po rt. Wh en the gues t checks i nto th e hotel, al l informa tion is
entered in the PMS and then transferred to the switch. If the PMS has the names
registration fe ature, the guest’ s name is transferr ed automati cally to the swi tch 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.” Th is kind of perso naliz ed serv ice i s what di stingui shes on e ho tel
from another.
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Messaging Services
Hospitality is a message waiting lamp on a guest’s telephone, where the lamp has
been turned on b y t he Lu cent I
by the console attendant. When written messages are taken at the front desk, they
can be left in the guest’s voice mailbox. This makes sure that when the guests call
in to retri eve their messages, they get all their messages w ith one telephone call.
When guests re trie ve all o f the ir me ssages , t he voi ce mess aging syste m t urns t he ir
message waiting lamp off. The Lucent I
the prompts heard when guests retrieve their messages) are available in a number
of languages. You can use one langu age as t he defau lt but s pecif y other languag es
as required by your guests.
NOTE:
To provide guest FAX messaging services, you must provide a separate
telephone number to receive these messages.
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7Hospitality Services Overview
NTUITY Lodging messaging s yst em, b y th e PM S, or
NTUITY Lodging system greet ings ( such as
Flexibility
If your switch is not equipped with voice messaging, the fr ont des k personnel can
take messages manually and turn on the guest’s message waiting lamp. When the
guests call the front desk and get their messages, the front desk personnel can
manually turn off the guest’s message waiting lamp.
In hotels with meeting facilities where there is an occasional need for telephone
service in the meeting rooms, th ere is the Terminal Transl ation Initial ization (TTI)
feature. With TTI, ports are translated as “administered, but inactive.” When the
port needs to be act ivated, a hotel communications staff member plugs a tel ephone
into the desired jack. He or she enters a feature access code, a security password,
and an extension number. The telephone now is availabl e for t hat ro om. When t he
telephone is to be remov ed, the removal cod e is entered, fo llowed by the pa ssword
and the extension numbe r . This arra ngement require s that the hotel ha s a port from
the switch wired to every possible jack in the meeting rooms, which can have
up-front costs but wi l l pr ovi de a go od le vel of customer service. One way to limi t
the cost is to provide a li mit ed numbe r of p ort s t o the meeti ng r oom are a. A pat ch
panel would allow hotel staff to wire extensions to specific jacks on a flexible
basis. You still can serve several jacks with a limited number of ports.
GuestWorks and DEFINITY ECS Release 8
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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 or telephone
they are using. Room teleph ones should be suppl ied with instr uctions that appl y to
them specifically; guests should never have to decide which kind of telephone
they have to select the appropriate procedure.
NOTE:
It is the responsibility of the property owner to provide these instructions in
something similar to a Guest Services Handbook or on a user card that is
placed next to the room tele phone. Refer to ‘‘
page 76 for some examples of what can be provided to your guests.
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8Guest Operations
Guest Operations Artw ork’’ on
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 1 wakeup call
using the voice prompts of the circuit pack.
■ If Speech Synthesizer circuit pack is not installed in your switch, guests
can enter 1 or 2 wakeup calls using the standard 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.
With Speech Synthesizer
Provide the following procedures to your guests to activate and deactivate a
wakeup call.
NOTE:
Guests cannot enter 2 wakeup calls when using the Speech Synthesizer
circuit pack. Only attendants can enter 2 wakeup calls with this
configuration.
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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 t elephone and pres s the wakeup button, or ent er
the Automatic Wakeup Call feature access code _____.
■ 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.
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9Guest Operations
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-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 2 more times at 5-minute
intervals.
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Change or Delete Your Wakeup Call
1. Pick up the handset of your t elephone and pres s the wakeup button, or ent er
the Automatic Wakeup Call feature access code _____.
■ Listen to the wakeup instructions. You will hear “You have reached
the automatic wakeu p service. Your current request for a wake-u p
call is _____. Press the
delete.”
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10Guest Operations
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 follow ing procedures to your guests to acti vate and deactiv ate 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 Calls
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 t elephone and pres s the wakeup button, or ent er
the Automatic Wakeup Call feature access code _____.
■ You will hear recall dial tone (3 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 (3 s hor t tones, followed by si le nce) .
■ 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.
3. Hang up the telephone.
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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 (3 short tones, followed by dial tone).
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11Guest Operations
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 (3 short tones, foll owed b y si le nce).
■ 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 n ow is finishe d and wil l not be re peated. If you do
not answer the wakeup call within 30 seconds, it is repeated 2 more times
at 5-minute intervals. Your second wakeup call follows the same procedure.
Delete Your Wakeup Calls
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 (3 short tones, followed by dial tone).
2. Press the
■ You will hear confirmation tone (3 s hor t tones, followed by si le nce) .
# button to delete your first wakeup call.
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 (3 short tones, followed by dial tone).
5. Press the
■ You will hear confirmation tone (3 s hor t tones, followed by si le nce) .
* button, followed by the # button.
6. Hang up the telephone.
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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 are blocked from ringing your
telephone, except for the following:
■ Emergency calls, cleared through the front desk
■ Wakeup calls scheduled before your Do Not Disturb period ends
Access to the Do Not Disturb fea tur e is done by usi ng a fe at ure access code or by
using a feature button on the guest telephone.
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12Guest Operations
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. Please enter the time you wi sh
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
2 button fo r 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.
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 cha nge th e time your Do Not Dis turb period ends, p ress the 2
button.
■ You will now go through the original procedure for entering the
time. Your new time will replace the ol d time.
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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
In an emergency si tu ation, you can send the att endant an ur gent call fo r help. Thi s
call does not automatically place a call to an emergency service agent; a separate
call is required. The attendant will receive both audible and visible signals that
indicate the emer gency call . There are two ways to pla ce an emer ge ncy call to the
attendant:
3 button.
■ Pick up the handset of your telephone and enter the Emergency Access to
Attendant feature ac ces s code _____. The switch then sends an emer gency
signal to the attendant.
■ If you cannot press the c ode, take the h andset of f the telephone . After be ing
off-hook for the admin ist er ed time interval, the swit ch automaticall y sen ds
an emergency signal to the attendant.
This feature has administrable parameters that are documented in DEFINITY
Enterprise Communications Server Administrator’s Guide.
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Retrieving Messages
Usually, guests will retrieve their voice messages from their rooms, but the y 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 locations, passwords assigned at check-in will need to be used for
guest security. If administered on the voice messaging system, guests also can
create their own personal greeting to be used during their stay at the property.
NOTE:
The procedures given in this section apply to the Lucent INTUITY Lodging
voice messaging product. If your installation is using a different voice
messaging system, use the instructions provided with that system. Refer to
NTUITY Lodging Administration and Feature Operations for more
I
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 t o help them use the Lucent I
voice 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 messag es. Messages may be vo ice, FAX, or text.
Text messages are usually written messages collected at the front
desk.
■ Messages are played one at a time. Each message is pre fac ed wi t h
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 16
2. After each message is played, you may do any of the following:
■ Press the 2 button to replay the message.
NTUITY Lodging
.
■ 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 administrable 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 me ssage, you w i ll hear a closing mess age.
Retrieving Messages from Locations Other
Than Your Room
1. Call the operator, give them your name, and tell them you want to retrieve
your voice messages. The operator will do one of two operations:
a. The operator transf ers you r call immediat ely to the voic e mess aging
system. Continue with Step 2.
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b. 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 administrable 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 me ssage, you w i ll hear a closing mess age.
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 messag es. Messages may be vo ice, 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 pre fac ed wi t h
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 telepho ne
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 butt on t o print the messa ges 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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Recording a Personal Greeting
NOTE:
To use this feature, the Lucent 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 may 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 Lucent INTUITY Lodging system must have software
Release 1.1 or later. Passwords cannot be the same as your r oom number and
cannot be the same 4 digits. For security, it is recommended that you use a
random number pattern.
To change your password, perform 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
■ 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’t remember at which room your associate is staying, you can use the
Dial by Name feature to place a call. This feature is 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 4 characters of the person’s last name.
If only one name matches the 4 chara cter s entere d, the cal l is placed to th at
person. Otherwise, continue with step 3.
3. If there is more than one match fo r the fir st 4 char act er s, you are prompted
to enter the re st of the character s in their last name. After you enter the r est
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 2
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 compl eted using Dia l by Name. Press
0 button to connect with the front desk.
the
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Front Desk Operations
Almost all operations that are done from a traditional “attendant console”
(Model 302B, model 302C, or PC console) can now be done from an Attendant
Backup telephone (a telephone that has “console” permissions). The operations
given in this section include the following:
■ Attendant Backup
■ Check-In and Check-Out
■ Automati c 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 DEFINITY Console Operations and DEFINITY Console Operations
Quick Reference for standard console feature operations not related to hospitality.
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 Lucent Technologies Model 6408D+,
6424D+, 8434, and 8410D,. 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 a cce ss 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 they have a multiappearance
telephone.
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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. Un til the thres hold
is reached, the only indication the backup telephones receive that there are calls
waiting in queue is when the Attendant Queue Calls and the Attendant Queue
Time lamps go on. You can press the
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 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.
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ATTENDANT QUEUE TIME button to see how
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 exter nal ri nging d evi ce that sounds whenev er 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.
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 guest check-in and check-out, use this feature from the PMS,
not the attenda nt consol e. The onl y excepti on to this is i f the l ink to the PMS is not
operational.
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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.
NOTE:
Telephone restrictions sometimes are not cancelled when a guest is
checked in. You should always verify that the telephones work
correctl y. If needed, r emove restrictions manually (refer to page 38
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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 room 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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Check-Out
When a guest checks out, the room’s status changes to vacant and the room’s
telephone controlled restriction changes to Outward Restriction. Outward
restriction prevents unauthorized users in the room from making outgoing calls.
Check-out also cancel s any Wakeup and Do Not Disturb requests and turns of f the
room telephone’s message waiting lamp.
To check a guest out of the hotel, perform the following:
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1. Press the
■ The Check Out lamp goes on.
■ The following displays:
CHECK OUT button.
CHECK OUT - Ext:
2. Enter the room number followed by the
■ One of the following displays:
# button.
CHECK OUT COMPLETE: MESSAGE LAMP ON
This indicate s that the re are unopened messages for the gue st. Access t hose
messages and give them to the guest before they leave.
CHECK OUT COMPLETE: MESSAGE LAMP OFF
This indicates that there are no messages for the guest.
INVALID EXTENSION - TRY AGAIN
This indicates that you entered the wrong extension. Press the
CHECK OUT
button to start over.
CHECK OUT: ROOM ALREADY VACANT
This indicates that check-out has already been done for this room.
CHECK OUT FAILED
This indicates that something failed with the check-out procedure. Press
CHECK OUT button to start over.
the
■ The console returns to the normal operating mode.
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Suite Check-in
Suite Check-in allows you to have the switch automatically check-in more than
one phone with one check-in command ( whether from your Pr operty Management
System (PMS) or an on-switch check-in from an attendant).
When a room phone is checked in, the switch looks for a hunt-to extension
associated with that phone. If it finds one, the switch also checks in the phone
found in the hunt-to field. The switch also:
■ removes c ontrolled outward restr iction
■ adds the guest’s name to the phone record for that extension
■ stores the call coverage path
■ removes any Leave Word Calling (LWC) messages
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■ marks the room as “occupied”
If the hunt-to (second or subsequent) phone has an extension in its hunt-to field,
that phone also is checked in. The switch continues checking in phone until it
meets a phone in the chain with a blank hunt-to field.
Your system manager programs this feature into your console to occur
automatically. Perform the regular check-in procedures described in ‘‘
on page 22.
Station Hunt Before Coverage
Station Hunt Before Coverage provides that when a call is made to a busy phone,
the switch checks to see if there is a hunt-to phone assigned to the busy phone. If
there is, the switch tries to connect to t he h unt-to phone before going to coverage.
If the hunt-to phone is busy too, the switch continues hunting down the hunt-to
chain. If all phone in the hunt-to chain are busy, the call goes to the principal’s
coverage.
Your system manager programs this feature into your console to occur
automatically.
Check-In’’
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