Lucent Technologies GuestWorks, DEFINITY Operation Manual

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GuestWorks® and

DEFINITY Enterprise Communications Server

Release 8 Hospitality Operations

555-230-723 Comcode 108596560 Issue 6 December 1999

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

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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

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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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■ 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

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Hospitality Operations

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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.

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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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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

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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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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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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

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.

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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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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.

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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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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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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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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

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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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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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

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 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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Automatic Wakeup

Wakeup calls can be activated by guests from their own rooms or from the front desk using the attendant console or a backup telephone. Depending on how the system is administered, you can set up a single wakeup request, two wakeup requests, daily repeated requests, or a special VIP request.

Guest activation of wakeup calls is allowed under 2 conditions:

■ If the switch has a Speech Synthesizer circuit pack, guests are allowed to

activate 1 wakeup call. The Speech Synthesizer circuit pack uses voice prompts to guide the guest through t he steps r equired t o activa te or canc el a wakeup call.

■ If the switch does not have a Speech Synthesizer circuit pack, the guests

can use the Wakeup Activation via Tones feature to activate and cancel their wakeup calls . If the Dual Wakeup feature is enable d, guests ca n create two wakeup calls. Guests cannot activate a Daily Wakeup or a VIP Wakeup.

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Refer to ‘‘Automatic Wakeup’’ on page 8

for guest procedures related to

Automatic Wakeup.

Activation of wakeup calls from the attendant console is done the same way regardless if the switch has a Speech Synthesizer circuit pack. These procedures start on page 27

Depending on your switch and software, the switch can place up to 950 wakeup calls in one 15-minute interval , and there can be a total of 15,00 0 wakeup reques ts at one time. (Refer to the DEFINITY ECS System Description for further information.) The switch delivers a wakeup call every 2 seconds. For example, if many guests select 6:00 a.m. for a wakeup call, some of the wakeup calls will arrive after 6:00 a.m.

Once a wakeup call is requested, there are several ways the wakeup call can be delivered:

■ The Speech Synthesizer circuit pack, where the wakeup message depends

on the time of day.

■ The Announcement circuit pack, which provides customized wakeup

messages. The messages can range from very simple to a complete sales message in various languages.

■ Music on hold, where the guest h ears mus ic when t he wakeup call i s made,

but hears no other special message.

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■ Customized announcements recorded on the Audichron recording device

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which delivers sales pitches for various hotel functions with the wakeup call. Audichron can be eq uipped with time a nd temper ature circ uitr y which enables the wakeup announcement to give the time and temperature. Audichron uses all four ports on an Auxiliary Trunk circuit pack.

■ Silence; the lea st expensi ve. The tel ephone only r ings and, whe n answered,

the guest hears silence. When setting up wakeup calls with silence, you do not select or confirm an announcement number.

Wakeup calls ring at a guest’s room telephone for 30 seconds. The wakeup call is repeated 3 times in 5-minute intervals if the guest does not answer the call. If the guest does not answer their wakeup call, a lamp on the attendant console and the backup telephones goes on. The attendant or backup telephone user presses the

FAILED WAKEUP button and the display shows the failed wakeup information. With

this notification, you can contact the guests to see if there are any problems since they did not answer their wakeup call.

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NOTE:

The FAILED WAKEUP button is administered as an Automatic Message Waiting extension. All failed wakeups send a message to that extension, and the lamp goes on at the attendant console or backup telephone.

The Announcement circuit pack is the most flexible of all wakeup announcements. With this type of a nnouncemen t, it i s poss ible for the at tenda nt to select from a variety of wakeup announcements. When the attendant enters a wakeup time, he or she designates the appropriate message based on the time of the wakeup call o r t he language required. The Announcement circuit pa ck has the following recording time limit based on the sampling rate used:

■ 8 minutes, 32 seconds at 16 KHz

■ 4 minutes, 16 seconds at 32 KHz

■ 2 minutes, 8 seconds at 64 KHz.

The Announcement circuit pack also has the ability to operate in the repeat mode where the message repeats for a fixed amount of time before the guest is disconnected from the call. There is also a barge-in function where the wakeup announcement is connected at the point where the message is currently playing, without waiting to start at the beginning.

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User Operation

Wakeup requests can be entered, changed, and canceled from the console or backup telephone. Wakeup announcements can use a standard announcement or can be customized (for example, announcements that play at certain times, or announcements in different languages). See your supervisor for a list of the different announcements.

Single Wakeup

NOTE:

The following procedur e presumes that Dual Wakeup, Daily W akeup, and VIP Wakeup features are not enabled. If any or all of these features are enabled, you will receive additional queries during the procedure.

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To add or change a wakeup call, perform the following:

1. Press the

■ The Auto Wakeup lamp goes on.

■ The following displays:

AUTO WAKEUP - Ext:

AUTO WAKEUP button.

2. If you are already on an active call with the guest requiring the wakeup call, the extension n umber displays automatically. Press the

# button to

select the displayed extension for wakeup. If you are not connected to the room requiring wakeup, enter the room

number, followed by the

WAKEUP

AUTO WAKEUP - Ext: <ext> Time: --:--

button again and start over.)

■ The following displays:

# button. (If you make a mistake, press the AUTO

If a wakeup request already exists for the room, the time field will show the time of the request.

3. Enter the wakeup time in the 4-digit hh:mm format (hour:minute).

■ If you entered a time between 13:00 and 00:59, the following

displays:

WAKEUP MESSAGE: XXXX

Go on to Step 5.

■ If you entered a time between 01:00 and 12:59, the following

displays:

AUTO WAKEUP - Ext: <ext> Time: <hh:mm> -M

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4. Press the 2 button for an a.m. wakeup call, or press the 7 button for a p.m. wakeup call.

■ The following displays:

WAKEUP MESSAGE: XXXX

5. The display shows the def aul t wa keup message number. If you want to use the defau lt message , go to Step 6.

If you want to use a different wakeup message, enter the wakeup message number.

NOTE:

You cannot specify a different wakeup message when setting up a wakeup call from a backup telephone. You can use only the default wakeup message.

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6. Press the

■ One of the following displays:

# button to confirm the wakeup request.

WAKEUP REQUEST CONFIRMED

This indicates that the wakeup procedure was successful.

WAKEUP ENTRY DENIED - TOO SOON

This indi cates that the time entered is within 2 1/2 minutes of th e current ti me.

WAKEUP ENTRY DENIED - INTERVAL FULL

This indicates that the maximum number of messages for this 15-minute interval has been reached.

WAKEUP ENTRY DENIED - SYSTEM FULL

This indicates that the maximum number of wakeup calls has been reached for the switch.

■ The console returns to the normal operating mode.

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Dual Wakeup

To add or change a wakeup call when the Dual Wakeup feature is enabled, perform the following:

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1. Press the

■ The Auto Wakeup lamp goes on.

■ The following displays:

AUTO WAKEUP button.

AUTO WAKEUP - Ext:

2. If you are already on an active call with the guest requiring the wakeup call, the extension number displays automatically. Press the

# button to

select the displayed extension for wakeup. If you are not connected to the room requiring wakeup, enter the room

number, followed by the

WAKEUP

AUTO WAKEUP - Ext: <ext> Time: --:--

button again and start over.)

■ The following displays:

# button. (If you make a mistake, press the AUTO

If a wakeup request already exists for the room, the time field will show the time of the request.

3. Enter the wakeup time in the 4-digit hh:mm format (hour:minute).

■ If you entered a time between 13:00 and 00:59, the following

displays if the request is accepted; if denied, see the reasons under step 11:

WAKEUP MESSAGE: XXXX

Go on to Step 5.

■ If you entered a time between 01:00 and 12:59, the following

displays:

AUTO WAKEUP - Ext: <ext> Time: <hh:mm> -M

4. Press the

2 button for an a.m. wakeup call, or press the 7 button for a p.m.

wakeup call.

■ The following displays if the request is accepted; if denied, see the

reasons under step 11:

WAKEUP MESSAGE: XXXX

5. The display shows the def aul t wa keup message number. If you want to use the defau lt message , go to Step 7.

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6. If you want to use a different wakeup message, enter the wakeup message number.

NOTE:

You cannot specify a different wakeup message when setting up a wakeup call from a backup telephone. You can use only the default wakeup message.

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7. Press the

■ The following displays:

# button to confirm the wakeup request.

CONFIRMED. 2nd WAKEUP: Time: --:--

If a second wakeup request already exists for the room, the time field wil l show the time of the request.

8. Enter the second wakeup time in the 4-digit hh:mm format (hour:minute).

■ If you entered a time between 13:00 and 00:59, the following

displays if the request is accepted; if denied, see the reasons under step 11:

WAKEUP MESSAGE: XXXX

Go on to Step 10.

■ If you entered a time between 01:00 and 12:59, the following

displays:

AUTO WAKEUP - Ext: <ext> Time: <hh:mm> -M

9. Press the

2 button for an a.m. wakeup call, or press the 7 button for a p.m.

wakeup call.

■ The following displays:

WAKEUP MESSAGE: XXXX

10. The display shows the def aul t wa keup message number. If you want to use the defau lt message , go to Step 11.

If you want to use a different wakeup message, enter the wakeup message number.

NOTE:

You cannot specify a different wakeup message when setting up a wakeup call from a backup telephone. You can use only the default wakeup message.

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11. Press the # button to confirm the wakeup request.

■ One of the following displays:

WAKEUP REQUEST CONFIRMED

This indicates that the wakeup procedure was successful.

WAKEUP ENTRY DENIED - TOO SOON

This indi cates that the time entered is within 2 1/2 minutes of th e current ti me.

WAKEUP ENTRY DENIED - INTERVAL FULL

This indicates that the maximum number of messages for this 15-minute interval has been reached.

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WAKEUP ENTRY DENIED - SYSTEM FULL

This indicates that the maximum number of wakeup calls has been reached for the switch.

■ The console returns to the normal operating mode.

Daily Wakeup

Daily Wakeup allows a guest to request a wakeup time that will be delivered the same time every day until canceled or changed.

To add a daily wakeup call, perform the following:

1. Press the

■ The following displays:

AUTO WAKEUP - Ext

AUTO-WAKEUP button.

2. If you are already on an active call with the guest requiring the wakeup call, the extension number displays automatically. Press the

# button to

select the displayed extension for wakeup. If you are not connected to the room requiring wakeup, enter the room

number, followed by the

WAKEUP

AUTO WAKEUP - Ext: <ext> Time: --:--

button again and start over.)

■ The following displays:

If a wakeup request already exists for the room, the time field will show the time of the request.

# button. (If you make a mistake, press the AUTO

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3. Enter the wakeup time in the 4-digit hh:mm format (hour:minute).

■ If you entered a time between 13:00 and 00:59, the following

displays:

DAILY:N

Go on to Step 5.

■ If you entered a time between 01:00 and 12:59, the following

displays:

AUTO WAKEUP - Ext: <ext> Time: <hh:mm> -M

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4. Press the

2 button for an a.m. wakeup call, or press the 7 button for a p.m.

wakeup call.

■ The following displays:

DAILY:N

5. Enter 9 (yes) or 6 (no).

■ The display shows a Y/ N rathe r than a nu meric e ntry. The following

displays:

DAILY:Y

6. Press the # button to receive the next prompt.

■ The following displays:

WAKEUP MESSAGE: XXXX

7. The display shows the def aul t wa keup message number. If you want to use the defau lt message , go to Step 9.

If you want to use a different wakeup message, enter the wakeup message number.

■ The following displays:

WAKEUP MESSAGE: 53201

8. Enter the extension of the announcement to be played for the wakeup call.

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9. Press the # button to confirm the wakeup request.

■ One of the following displays:

WAKEUP REQUEST CONFIRMED

This indicates that the wakeup procedure was successful.

WAKEUP ENTRY DENIED - TOO SOON

This indi cates that the time entered is within 2 1/2 minutes of th e current ti me.

WAKEUP ENTRY DENIED - INTERVAL FULL

This indicates that the maximum number of messages for this 15-minute interval has been reached.

WAKEUP ENTRY DENIED - SYSTEM FULL

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This indicates that the maximum number of wakeup calls has been reached for the switch.

■ The console returns to the normal operating mode.

VIP Wakeup

VIP Wakeup provides the option of placing a personal call to awaken a special guest, rather than awakening guests with an announcement.

To add a VIP wakeup call, perform the following:

1. Press the

■ The Auto Wakeup lamp goes on.

■ The following displays:

AUTO WAKEUP - Ext:

AUTO WAKEUP button.

2. If you are already on an active call with the guest requiring the wakeup call, the extension number displays automatically. Press the

# button to

select the displayed extension for wakeup. If you are not connected to the room requiring wakeup, enter the room

number, followed by the

WAKEUP

AUTO WAKEUP - Ext: <ext> Time: --:--

button again and start over.)

■ The following displays:

If a wakeup request already exists for the room, the time field will show the time of the request.

# button. (If you make a mistake, press the AUTO

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3. Enter the wakeup time in the 4-digit hh:mm format (hour:minute).

■ If you entered a time between 13:00 and 00:59, the following

displays:

VIP:N

Go on to Step 5.

■ If you entered a time between 01:00 and 12:59, the following

displays:

AUTO WAKEUP - Ext: <ext> Time: <hh:mm> -M

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4. Press the

2 button for an a.m. wakeup call, or press the 7 button for a p.m.

wakeup call.

■ The following displays:

VIP:N

5. Enter 9 (yes) or 6 (no).

■ The display shows a Y/ N rathe r than a nu meric e ntry. The following

displays:

VIP:Y

6. Press the # button to receive the next prompt.

■ The following displays:

WAKEUP MESSAGE: XXXX

7. The display shows the def aul t wa keup message number. If you want to use the defau lt message , go to Step 9.

If you want to use a different wakeup message, enter the wakeup message number.

■ The following displays:

WAKEUP MESSAGE: 53201

8. Enter the extension of the announcement to be played for the wakeup call. For a VIP request, the announcement must be a repeating announcement.

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9. Press the # button to confirm the wakeup request.

■ One of the following displays:

WAKEUP REQUEST CONFIRMED

This indicates that the wakeup procedure was successful.

WAKEUP ENTRY DENIED - TOO SOON

This indi cates that the time entered is within 2 1/2 minutes of th e current ti me.

WAKEUP ENTRY DENIED - INTERVAL FULL

This indicates that the maximum number of messages for this 15-minute interval has been reached.

WAKEUP ENTRY DENIED - SYSTEM FULL

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This indicates that the maximum number of wakeup calls has been reached for the switch.

■ The console returns to the normal operating mode.

10. At the appointed time, the VIP reminder call rings at the attendant.

■ The following displays:

VIP WAKEUP: Mike Jones x8113

11. Answer the VIP wakeup notification call.

12. Press the flashing VIP-Wakeup lamp to place a priority call to guest Mike Jones.

■ The VIP-Wakeup lamp goes out and the VIP-Retry lamp begins to

flash.

■ When the guest answers, the VIP-Retry lamp goes out. The

attendant can add a personal touch wishing the guest “Good morning, Mr. Jones.”

13. If the guest does not answe r, press the

VIP RETRY but ton to set up a standa rd

wakeup request. The standard wakeup will retry 5 minutes later.

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Canceling Wakeup Calls

Once a wakeup call has been delivered successfully, the request is canceled automatically. However, you can cancel a wakeup call manually before it is delivered by doing the following:

NOTE:

With Dual Wakeups, you can delete only one wakeup call at a time. You must do this procedure twice to delete both wakeup calls.

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1. Press the

■ The Auto Wakeup lamp goes on.

■ The following displays:

AUTO WAKEUP button.

AUTO WAKEUP - Ext:

2. If you are already on an active call with the guest requiring the cancellation, the extension number is displayed automatically. Press the button to select the displayed extension.

If you are not connected to the room requiring wakeup, enter the room number, followed by the

WAKEUP

AUTO WAKEUP - Ext: <ext> Time: <hh:mm>

button again and start over.)

■ The following displays:

3. To cancel the displayed wakeup call, press the

# button. (If you make a mistake, press the AUTO

DELETE button. To skip that

wakeup call, go to Step 4.

■ The following displays:

WAKEUP REQUEST CANCELED

■ If the Dual Wakeup feature is enabled, you must repeat this

procedure starti ng with Step 1. normal operating mode.

4. Press the

■ The following displays:

CONFIRMED. 2nd WAKEUP: Time: <hh:mm>

# button twice to skip the first wakeup call.

5. To cancel the displayed wakeup call, press the

■ The following displays:

WAKEUP REQUEST CANCELED

■ The console returns to the normal operating mode.

Otherwise, the console returns to the

DELETE button.

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Failed Wakeup Notification

A wakeup call rings 6 times at a guest’s telephone. If the wakeup call is not answered after 3 attempts (the attempts are spaced 5 minutes apart), the attendant is notified immediat el y and a record of the failed att empt i s pri nted on the journal printer. A special extension number with an Automatic Message Waiting (AMW) lamp is assigned solely for the purpose of receiving and storing messages about failed wakeup calls. An appearance of this extension is administered on both the attendant console and on the backup telephones. The button is labeled

WAKEUP

When a failed wakeup occurs, the Failed Wakeup lamp goes on, and you should perform the following:

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FAILED

1. Press the

■ The following displays:

FAILED WAKEUP button.

MESSAGES FOR EXT XXXX

2. Press the

■ The following displays:

NEXT button to display the failed wakeups.

EXT <ext> <name><date><time> <#fail> CALL

3. After follo wing your local proc edu res t o han dle failed wakeup calls, delete the message by pressing the

■ The following displays:

DELETED

4. Search for other failed call messages by pressing the

5. When all messages have been read and deleted, press the

DELETE button.

NEXT button.

NORMAL MODE

button.

■ The Failed Wakeup lamp goes off.

■ The display goes blank.

■ The console returns to the normal operating mode.

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Controlled Restrictions

The Controlled Restrictions feature allows you to activate different types of calling restrictions on guest room telephones. The restriction types include the following:

■ Outward — The guest cannot place calls to the public network.

■ Station-to-Station — Guests cannot place or receive calls between guest

rooms or administrative staff telephones.

■ Termination — The guest cannot receive any calls.

■ Total — The guest cannot place or receive any calls.

■ Toll — The guest cannot place toll calls, but can place free local calls.

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The ways to activate controlled restrictions are as follows:

■ When you check in a gues t, all contr olled res trictions a re removed f rom the

room telephone. When the guest checks out, Outward Restriction is enabled for the room telephone.

■ When you or a guest sets up a Do Not Disturb request, Termination

Restriction is enabled for the room telephone.

■ Using a feature access code fr om the at tendan t co nsole or from a t elepho ne

with console permissi ons, you can enable any of the contr olled restrictions for a guest room telephone.

■ Using a feature access code fr om the at tendan t co nsole or from a t elepho ne

with console permissi ons, you can enable any of the contr olled restrictions for the telephones in a group of gue st rooms. This grouping i s b ased on the administered Class of Restriction (COR).

■ Using the PMS, you can en able any of the indivi dual cont rolled r estrictio ns

plus some predefined combinations. These combinations include the following:

— Outward and station-to-station/toll — Outward and termination — Station-to-station/toll and termination

NOTE:

Since current PMS products do not recognize automatically the new Toll Restriction feature, PMS terminal users must be instructed that Toll Restriction may be substituted for either Outward or Station-to-Station Restriction.

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When a guest tries to make a cal l from a st ation that is restr icted , the call is rout ed to one of the following:

■ the attendant

■ a recorded announcement

■ a Call Coverage path

■ another extension (for example, one of the backup telephones)

■ intercept tone

User Operation

The user operation for enabling controlled restrictions using the PMS is given in the PMS documentation provided with the PMS terminals. Since current PMS products do not automatically recognize the new Toll Restriction feature, PMS terminal users must be instructed that Toll Restriction m ay be substituted for either Outward or Station-to-Station Restriction. Check with our administrator for a list of active restriction types.

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Activate Controlled Restriction for One Person

To activate a controlled restriction for one room using the attendant console or a telephone with console permissions, perform the following:

1. Press the

■ You hear dial tone.

■ The call appearance lamp goes on.

■ The Position Available lamp goes off.

START button or an idle call appearance button.

2. Enter the User-Controlled Restriction activation feature access code _____ followed by one of these four digits:

■ Press the 1 button for Outward/Toll Restriction.

■ Press the 2 button for Total Restriction.

■ Press the 3 button for Termination Restriction.

■ Press the 4 button for Stat ion-to-Station/Toll Restriction.

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3. After hearing the second dial tone, enter the room number.

■ A confirmation tone indicates that the restriction was activated. An

intercept tone indicates that the room number already has a restriction assigned, or you dialed an improper digit. If the request fails, press

■ The call appearance lamp goes off.

■ The display goes blank.

■ The Position Available lamp goes on.

■ The console returns to the normal operating mode.

RELEASE or CANCEL and start over.

Cancel Controlled Restriction for One Person

To deactivate a controlled restriction for one room, perform the following:

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1. Press the

■ You hear dial tone.

■ The call appearance lamp goes on.

■ The Position Available lamp goes off.

START button or an idle call appearance button.

2. Enter the User-Controlled Restriction deactivation feature access code _____ followed by the digit that represents the current restriction:

■ Press the 1 button for Outward/Toll Restriction.

■ Press the 2 button for Total Restriction.

■ Press the 3 button for Termination Restriction.

■ Press the 4 button for Stat ion-to-Station/Toll Restriction.

3. After hearing the second dial toned, enter the room number. You hear one of the following:

■ Confirmation tone if the restriction code was accepted.

■ Intercept tone if you entered an improper restriction code number.

Press the

CANCEL button and start over again.

4. Press the

■ The call appearance lamp goes off.

■ The display goes blank.

■ The Position Available lamp goes on.

■ The console returns to the normal operating mode.

RELEASE button.

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Activate Controlled Restriction for a Group of Rooms

To activate a controlled restriction for a group of rooms, perform the following:

CAUTION:

If you use this feature, be sure that you understand which rooms are in a particular COR. Since this feature is controlled by the COR, all telephones in the same COR will have the selected restriction applied. This could lead to guest service problems if not applied correctly.

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1. Press the

■ You hear dial tone.

■ The call appearance lamp goes on.

■ The Position Available lamp goes off.

START button or an idle call appearance button.

2. Enter the Group Controlled Restriction activation dial access code _____ followed by one of these 4 digits :

■ Press the 1 button for Outward/Toll Restriction.

■ Press the 2 button for Total Restriction.

■ Press the 3 button for Termination Restriction.

■ Press the 4 button for Stat ion-to-Station/Toll Restriction.

3. After hearing the second dial tone, enter the 2-digit COR number of the group.

■ A confirmation tone indicates that the restriction was activated. An

intercept tone indicates that the group of rooms already have a restriction assigned, or you entered an improper digit.

■ The call appearance lamp goes off.

■ The display goes blank.

■ The Position Available lamp goes on.

■ The console returns to the normal operating mode.

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Cancel Controlled Restriction for a Group of Rooms

To deactivate a controlled restriction for a group of rooms, perform the following:

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1. Press the

■ You hear dial tone.

■ The call appearance lamp goes on.

■ The Position Available lamp goes off.

START button or an idle call appearance button.

2. Enter the Group Controlled Restriction deactivation feature access code _____ followed by the digit that represents the current restriction:

■ Press the 1 button for Outward/Toll Restriction.

■ Press the 2 button for Total Restriction.

■ Press the 3 button for Termination Restriction.

■ Press the 4 button for Stat ion-to-Station/Toll Restriction.

3. After hearing the second dial tone, enter the 2-digit COR number of the group. You hear one of the following:

■ Confirmation tone if the restriction code was accepted.

■ Intercept tone if you entered an improper restriction code number.

Press the

CANCEL button and start over again.

4. Press the

■ The call appearance lamp goes off.

■ The display goes blank.

■ The Position Available lamp goes on.

■ The console returns to the normal operating mode.

RELEASE button.

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Do Not Disturb

The Do No t Disturb fe ature perm its hotel gu ests to requ est that calls directed to the room be blocked for a predetermined period of time. This can be done from the attendant console, a backup telephone, or by guests themselves. If the switch has a Speech Synth esi ze r ci r cui t pack, guests can apply t hei r own Do Not Disturb requests.

This feature may be app lied t o indivi dual rooms or to groups of rooms hav ing the same class of restriction (COR). You also can have a multiappearance telephone that prevents calls from terminating at that telephone.

When the room with Do Not Disturb receives an au tomatic wak e-up call, th e Do Not Disturb feature is turned off. If the room with Do Not Dist urb receiv es a

priority call, th e call will rin g at the guest’s room. Most calls coming to this station (from another room, or outside calls, or from the attendant), receive intercept treatment (the call is routed to the attendant, a recorded announcement, voice messaging, or intercept tone).

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DND ME button on any

The switch creates an audit trail report of all telephones that are in the Do Not Disturb mode. Refer to ‘‘Reports’’ on page 69

User Operation

The user operation for applying Do Not Disturb requests using the PMS is given in the PMS documentation.

If your switch has a PMS that supports Do Not Disturb, use this feature from the PMS, not the attendant console. The only exception to this is when the link to the PMS is not operational.

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Activate Do Not Disturb for One Room

NOTE:

Do Not Disturb cannot be activated using the PC console.

To add or change a Do Not Disturb request, perform the following:

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1. Press the

■ The DND Ext lamp goes on.

■ The following displays:

DND EXT button.

DO NOT DIST- Ext:

2. If you are already on an acti ve call with the gue st requiring Do Not Disturb, the extension number displays automatically. Press the

# button to select

the displayed number for Do Not Disturb. If you are not connected to the room requiring Do Not Disturb, enter the

room number, then the

# button. (If you make a mistake, press the DND EXT

button again and start over.)

■ The following displays:

DO NOT DIST- Ext: <ext> Time: --:--

If a Do Not D isturb request alrea dy exists for the room , the cancella tion time field will be filled in.

3. Enter the time when the Do Not Disturb period is to end (the cancellation time) in the 4-digit hh:mm format (hour:minute).

■ If you entered a time between 13:00 and 00:59, the following

displays:

DO NOT DIST- Ext: <ext> Time: <hh:mm>

Go to Step 5.

■ If you entered a time between 01:00 and 12:59, the following

displays:

DO NOT DIST - Ext: <ext> Time: <hh:mm> -M

4. Press the 2 button for a.m., or press the

■ The display now shows an AM or PM designator.

7 button for p.m.

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5. Press the # button to confirm the Do Not Disturb request.

■ One of the following displays:

THANK YOU - DO NOT DIST ENTRY CONFIRMED

This indicates that the Do Not Disturb procedure was successful.

DO NOT DISTURB DENIED - TOO SOON

This indi cates that the time entered is within 2 1/2 minutes of th e current ti me.

DO NOT DISTURB DENIED - SYSTEM FULL

This indicates tha t the maximum number of Do Not Dist urb requests has been reached for the switch.

■ The console returns to the normal operating mode.

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Cancel Do Not Disturb

Once a Do Not Disturb period has timed out, the request is canceled automaticall y . However , before the req uest times out, yo u can manually c ancel the request using the following procedure:

1. Press the

■ The DND Ext lamp goes on.

■ The following displays:

DO NOT DIST- Ext:

DND EXT button.

2. If you are alr eady on a n active call wi th the guest re questing cancell ation of Do Not Disturb, the extension number displays automatically. Press the

button to select the displayed number for Do Not Disturb. If you are not connected to the room requesting cancellation of Do Not

Disturb, enter the room number, then press the mistake, press the

■ The following displays:

DND EXT button again and start over.)

# button. (If you make a

DO NOT DIST - Ext: <ext> Time: <hh:mm>

3. Press the

■ The following displays:

DELETE button.

THANK YOU - DO NOT DIST REQUEST CANCELED

■ The console returns to the normal operating mode.

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Activate Do Not Disturb for a Group of Rooms

A typical application of this procedure is applying Do Not Disturb to a group of conference ro oms whe re meet ings are in session during the day, and the attendees do not want to be disturbed with telephone calls.

CAUTION:

If you use this feature, be sure that you understand which rooms are in a particular COR. Since this feature is controlled by the COR, all telephones in the same COR will have Do Not Disturb applied. This could lead to guest ser vic e problems if not applied corre ct ly. Another way to restrict groups of telephones is by using the Controlled Restrictions feature (refer to page 38

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To add or change a Do Not Disturb request, perform the following:

1. Press the

■ The DND Group lamp goes on.

■ The following displays:

DO NOT DIST - Group:

DND GROUP button.

2. Using the dial keypad, ent er the group’s 2-digit Class of Restriction (COR) and press the

■ The following displays:

DO NOT DIST - Group: <COR> Time:

# button.

If a Do Not Disturb request already exists for the group, the time field will be filled in.

3. Enter the time when the Do Not Disturb period is to end (the cancellation time) in the 4-digit hh:mm format (hour:minute).

■ If you entered a time between 13:00 and 00:59, the following

displays:

DO NOT DIST - Group: <COR> Time: <hh:mm>

Go to Step 5.

■ If you entered a time between 01:00 and 12:59, the following

displays:

DO NOT DIST - Group: <COR> Time: <hh:mm> -M

4. Press the

■ The display now shows an AM or PM designator.

2 button for a.m., or press the 7 button for p.m.

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5. Press the # button to confirm the Do Not Disturb request.

■ One of the following displays:

THANK YOU - DO NOT DIST ENTRY CONFIRMED

This indicates that the Do Not Disturb procedure was successful.

DO NOT DISTURB DENIED - TOO SOON

This indi cates that the time entered is within 2 1/2 minutes of th e current ti me.

DO NOT DISTURB DENIED - SYSTEM FULL

This indicates tha t the maximum number of Do Not Dist urb requests has been reached for the switch.

■ The console returns to the normal operating mode.

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Cancel Do Not Disturb

Once a Do Not Disturb period has timed out, the request is canceled automaticall y . However , before the req uest times out, yo u can manually c ancel the request using the following procedure:

1. Press the

■ The DND Group lamp goes on.

■ The following displays:

DO NOT DIST - Group:

DND GROUP button.

2. Using the dial keypad, ent er the group’s 2-digit Class of Restriction (COR) and press the

■ The following displays:

DO NOT DIST - Group: <COR> Time: <hh:mm>

3. Press the

■ The following displays:

# button.

DELETE button.

THANK YOU - DO NOT DIST REQUEST CANCELED

■ The console returns to the normal operating mode.

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Message Waiting Notification

You can notify a guest that a message is waiting by turning on the message

waiting lamp on the guest’s telephone. The guest retrieves the message by calling the front desk or by calling the vo ice mail system.

NOTE:

If your switch has a voice mail system, it is recommended that you leave all guest messages in their voice mailbox. This takes the responsibility away from the front desk personnel and allows guests to access their messages with one telephone call.

To turn on a guest’s message waiting lamp, perform the following:

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1. Press the

■ The MW Act lamp goes on.

■ The following displays:

MW ACT button.

MESSAGE NOTIFICATION ON- Ext:

2. Enter the room number and press the

■ The following displays:

# button.

MESSAGE LAMP ON

■ The console returns to the normal operating mode.

To turn off a guest’s message waiting lamp, perform the following:

1. Press the

■ The MW Deac lamp goes on.

■ The following displays:

MESSAGE NOTIFICATION OFF - Ext:

MW DEAC button.

2. Enter the room number and press the

■ The following displays:

MESSAGE LAMP OFF

■ The console returns to the normal operating mode.

# button.

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PMS Alarms

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You may have a telephones. If the link between the switch and the PMS goes down, this button lamp will light until the link is restored. If this lamp remains lit for more than a few seconds, it is recommended that you call your PMS vendor and the Lucent Technologies support line (refer to ‘‘Product Support’’ on page 4

Call Accounting Alarms

You may have a telephones. If the link between the switch and the call accounting system goes down, this button lamp will light until the link is restored. If this lamp remains lit for more than a few second s, it is recommende d that y ou cal l your call accou nti ng vendor and the Lucent Technologies support line (refer to ‘‘

page 4).

Crisis Alert

The Crisis Alert feature notifies hotel personnel when someone dials an emergency service agency (for example, 911). The attendant console, backup telephones, and digital pagers can be set up to receive this notification, which includes from where the call was made. This will help hotel personnel assist emergency personnel when they arrive at the hotel. For more information about this feature, see the DEFINITY ECS Console Operations Quick Reference.

PMS ALARM button assigned to your attenda nt consol es and back up

CAS ALARM button assigned to your attendant consoles and ba ckup

Product Support’ ’ on

NOTE:

Lucent recommends not using only a Crisis Alert pager to notify of an emergency because paging messages may not get an immediate response. You should

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Maid Status, Housekeeping Status, and Room Occupancy

The Maid Status/Housekeeping Status feature records the status for up to six housekeeping codes. These status codes are usually entered by the housekeeping staff from the guest room or from a designated telephone, but they can also be updated by the front office personnel using the attendant console or a backup telephone. Six status codes can be used from guest rooms, and four status codes can be used from telephones that are designated as guest rooms using the client room COS.

You must decide on a definition for each status code. For example, the definition

for status code 1 c ould be “roo m being cl eaned” and i t might have a f eature ac cess code of *31. Status code 2 could be “ready for inspection” and have a feature access code of *32. If the room status is being reported from the designated telephone and not from the guest room, the feature access code for status code 1 might be #31 and status code 2 might be #32. When a hous ekeepi ng staf f member updates the status, you can also record who updated the status by assigning identification codes for your personnel. After they update the current status, they can input their identification code. This is an administrable option.

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On a switch that has a PMS, this information is passed from the switch to the PMS. Front desk personnel ca n then view this information on t he PMS terminal. If there is no PMS, room status is viewed by pressing the

MAID STATUS button on the

attendant console or backup telephone. You can also view this information through administrat ion using the

list pms-down command. If there is a log

printer, this information is printed when the housekeeping staff updates the status.

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User Operation

The user operation for updating and viewing housekeeping status using the PMS is given in the PMS documentation.

You can check the current status of all rooms based on the housekeeping status codes defined for your switch (refer to ‘‘Status Codes’’ on page 67

information about status codes).

NOTE:

If your switch has a PMS that sup ports Hou sekeepi ng Stat us, use thi s feature from th e PMS, not the console. The only excep tion to this is if the link to the PMS is not operational.

To check the current room status, perform the following:

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for more

1. Press the

■ The Maid Status lamp goes on.

■ The following displays:

MAID STATUS button.

Enter Desired Room State (1-6)

2. Press a number between 1 and 6 (refer to pa ge 66

for the sta tus code

definitions).

■ The following displays:

3. Press one of the DXS hundreds select buttons.

■ The LEDs in the upper part of the selector console light for all

rooms that match the requested status.

4. You can enter different status codes to see the rooms that are in the different housekeeping states.

5. Press the

NORMAL MODE button when finished.

■ The console returns to the normal operating mode.

6. 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.

OCCUPD ROOMS

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Recorded Announcements

The Recorded Announcements feature allows you to create several different recorded announcements for wakeup calls and Call Vectoring procedures. For example, you may want to have different messages for different times of day. For early morning wakeup calls, you can advertise breakfast at your coffee shop. For afternoon wakeup calls, you can advertise dinner at your restaurant. These announcements are recorded using the Announcement circuit pack and are assigned manually to wakeup cal ls when the wakeup calls are scheduled using the attendant console or a backup telephone.

There are many other ways you can use recorded announcements, For example, you can announce special events at the hotel or announce the dinner menu at the restaurant, or you can create a fixed set of recorded announcements that you can change as needed. You can also publish those announcement numbers in your

“directory of guest services.” Guests can enter the announcement numbers from their rooms to hear the recorded information.

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Messages provided by the Speech Synthesizer circuit pack are fixed in content and cannot be changed.

User Operation

You can verify the proper operation and content of the wakeup announcements. The operation is different for the Announcements and Speech Synthesizer circuit packs.

For the Announcement circuit pack, perform the following:

1. Lift the teleph one hand set and en ter the Announcemen t feature a ccess code

2. Enter the extension number of the announcement you need to record.

3. Press the

4. After waiting 15 se con ds, ente r the extens ion number of th e an nouncemen t

_____.

1 button and record after the tone. Hang up, press the DROP

button, or press the switchhook when finished.

you just recorded.

5. Listen to the re cordi ng. If you n eed to r e-recor d the mes sage, repeat ste ps 1 through 3.

6. If the message is satisfactory, hang up and repeat steps 1 through 3 to record the rest of the messages.

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The Announcements circuit pack has the following recording time limit based on the sampling rate us ed:

■ 8 minutes, 32 seconds at 16 KHz

■ 4 minutes, 16 seconds at 32 KHz

■ 2 minutes, 8 seconds at 64 KHz.

For the Speech Synthesizer circuit pack, perform the following:

1. At a telephone, enter the Verify Wakeup Announcements feature access code _____.

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2. Press the

■ Listen to the announcement. There may be a short delay before you

1 or 2 button.

hear the announcement.

3. If the wakeup announcement is absent, distorted, inaudible, or defective in any way, contact your system administrator to correct the problem.

Automatic Selection of DID Numbers for Guest Rooms

Automati c Selection of Direct Inw ard Dialing (DID) Numb ers for Guest Rooms allows you to give guests, upon check-in, phone numbers that provide direct dial access to their room. The switch automatically chooses a number from a rotating

list of available DID numbers to be assigned to a guest’s room. This provides a measure of privacy to your guests because providing the phone number does not give away the room number.

Callers would use a 7- t o 10-digit number from out side of the hot el. For call s from inside the hotel, the callers would use either the room/extension number or the 2to 5-digit DID number.

For example, when a che ck-in is d one fro m the sw itch ( via th e the console) or remotely via a Property Management System (PMS) system, the switch assigns a DID nu mber to the chec ked-in room fr om a list that is assigne d at the switch. All calls made to the DID number are directed to the room as if the room was called directly.

NOTE:

The following pr oce ss pr esumes you have esta bli shed a dial plan and administered all DID numbers to their extensions (on the Station screen) as XDID station types.

CHECK-IN button on

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Automatic selection of DID numbers for a guest

In a non-Property Management System (PMS) environment, automatic selection of DID numbers to a guest room allows a guest to have a phone number not associat ed with their room number. This will be a 7- to 10-digit number for outside callers; for calls inside the hotel, either the room/extension number or the 2- to 5-digit DID number can be used.

To provide DID numbers to a guest in room 6001, perform the following:

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1. Press the

CHECK IN - Ext:

CHECK-IN button on the console.

2. Enter the guest’s room number (6001) and press the The following displays:

DID?

3. Press 9 (yes) or 6 (no). If yes, the DID number is assigned on a first-in first-ou t (FIFO) basis. The

following displays:

CHECK IN COMPLETE: DID= 6499

Viewing and changing DID numbers

To view and change DID number, perform the following:

1. Press the

DID VIEW button. The following displays:

# button.

DID VIEW: EXT?

2. Enter the extension number you wish to view or change followed by the button. The following displays:

DID= CHANGE?

3. If you are just checking the DID number, enter the 6 numbers.

4. If you want to change the DID number, enter 9 (yes). The next available DID number displays:

DID= 3900 CHANGE?

5. Enter 9 (yes) repeatedly to step through the list of available DID numbers.

6. When the display shows the number you want to use, press the The following displays:

DID= 3901 CHANGE? DID VIEW DONE

# button.

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Voice Messaging Operations

To assist your guests when they want to retrieve their voice messages, there are a few procedures that you will do regularly. These procedures include the following:

■ Connecting guests to the voice messaging system

■ Restoring a deleted message

■ Retrieving messages for a checked-out guest.

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Refer to I

NTUITY Lodging Administration and Feature Operations for more

information about these procedures. Instructions describing how the guests retrieve t heir messages are found in ‘‘Retrieving Messages’’ on page 14

NOTE:

The operations given in thi s se ction apply only to the Lucent INTUITY Lodging voice messaging product. See your product documentation for other voice messaging products.

Administrative Mailbox on INTUITY

In order for you to retrieve messages for guests, an administrative mailbox extension and at ten dan t password must be assigned. This is done t hrough lodging administration on the Lucent INTUITY system. For details, refer to Chapter 3 of INTUITY Lodging Administration and Feature Operations.

You must assign a dummy extension to the Administrator Extension field, a 4-digit password to the Attendant Password field, and a 4-digit password to the Administ rator Passwo rd field.

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Connecting Guests to the Voice Messaging System

There are two ways you can connect guests to the Lucent INTUITY voice messaging system:

■ You can connect the guests direct ly to the syst em, and the guest s enter thei r

room number and password, or

■ For guests who call in using a rotary-dial telephone, you can enter the

guests’ room number and password before you transfer them to the voice messaging system. This method is recommended only for callers with rotary-dial tele phones. Callers with touch-ton e tel epho nes shou ld be connected directly to the system.

SECURITY ALERT:

Attendants receiving requests for connection to the voice messaging system should

be trained to be on alert for unauthorized callers who may be trying to “hack” the voice messaging system. Refer to BCS Product Security Handbook for additional information.

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To connect guests directly to the Lucent INTUITY voice messaging system to let them enter their own room number and password, perform the following:

1. When guests call to retrieve their messages, ask the guests for their name and room number.

2. Verify that the guest name and room number are valid.

3. Ask the guest to please hold while the call is transferred to the voice messaging system.

4. Press the

START button at the a ttenda nt co nsole or t he TR A N SF ER button on a

backup telephone.

■ Yo u hear dial tone as a ne w call appea rance is selected.

■ The Split lamp goes on at the attendant console.

5. Enter th e message re trieval number.

■ You hear ringback tone.

■ The display shows the number you are calling.

6. Press either the

RELEASE button from the attendan t console or the T RAN S FER

button from a backup telephone.

■ The guests are connected to the voice messaging system and can

now enter their room number and password to retrieve their messages.

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To connect guests to the voice messaging system who call using a rotary-dial telephone, perform the following:

1. When guests call to retrieve their messages, ask the guests for their name, room number, and their voice messaging password.

2. Verify that the guest name and room number are valid.

3. Ask the guest to please hold while the call is transferred to the voice messaging system.

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4. Press the

START button at the a ttenda nt co nsole or t he TR A N SF ER button on a

backup telephone.

■ Yo u hear dial tone as a ne w call appea rance is selected.

■ The Split lamp goes on at the attendant console.

5. Enter th e message re trieval number.

■ You hear ringback tone.

■ The display shows the number you are calling.

6. After the voice messaging system answers, enter the extension number for the guest.

■ A message confirms t hat thi s is a “c urrent” guest (regi stered through

the PMS).

7. Enter either the guest’s password or the attendant password.

8. You can now transfer the call to the guests so they can retrieve their messages. Press either the

TRANSFER button from a backup telephone.

RELEASE button from the a ttendant c onsole or the

■ The guests are connected to the voice messaging system and can

now retrieve their messages by following the voice messaging prompts.

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Restoring a Deleted Voice Message

Deleted voice messages are stored until midnight of the day they were deleted. For example, you can retrieve a message that a guest deleted at 6:00 p.m. up to midnight of that evening. In addition, messages deleted after 11:00 p.m. can be restored until midnight of the following day.

NOTE:

FAX messages are not saved once they are printed or delivered.

Deleted voice messages are stored on a last-in first-out basis. The last message that a guest delete d is the f irst message r estor ed. Becaus e mess ages ar e store d this way and because messages can only be restored one at a time, it is important that you ask the guests how many messages they have deleted since the message they want restored. If the message was the las t one delet ed, foll ow the proce dure below once. If the desired message was not the last message deleted, ask the guests how many messages have been deleted since that one and perform the procedure that many times. It i s much e asier to r estor e 3 message s in a ro w and le t the guest s s ort through them than it is to restore number 1, find out that it is not the right one, then restore number 1 over again in order to get to number 2.

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To restore deleted voice messages, perform the following:

1. When guests call to have a deleted message restored, ask them for their room number, their voice messaging password, and the number of messages they need restored. Suggest to them that you can restore all of their messages and allow them to sort through the messages.

2. Verify that the guest name and room number are valid.

3. Inform the guests that you will notify them when their messages are restored. You can either place the call on hold or call them back.

4. Select an idle call appearance.

■ You hear dial tone.

5. Enter th e message re trieval number.

■ You hear ringback tone.

■ The display shows the number you are calling.

6. After the voice messaging system answers, press the

0 button followed by

the guest’s room extension.

■ A message confirms t hat thi s is a “c urrent” guest (regi stered through

the PMS).

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7. Enter either the guest’s password or the attendant password.

■ If you hear “Last deleted message has been restored,” listen for the

message “Ready for message retrieval.”

■ If you hear the message “This guest has no deleted messages,” call

the guest s and inform them that th eir messages could no t be restored.

8. Repeat this procedur e for the number of messages the guest s ne ed re stored.

9. When finished, call the guests and let them know that their messages have been restored.

Retrieving Messages for Checked-Out Guests

Voice messages for former guests are stored in an “old mailbox” for at least 24 hours after the guests check out or until another guest checks out from the same room, whichever comes first. At midnight, all old mailboxes that are at least 24 hours old are purged from the system and those messages are no longer retrievable.

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NOTE:

FAX messages are not saved after a guest checks out.

If former guests call the hotel within the prescribed time period requesting their voice messages, perform the following:

SECURITY ALERT:

Attendants receiving requests for connection to the voice messaging system should be trained to be on alert for unauthorized callers who may be trying to

“hack” the voice messaging system. Refer to BCS Product Security Handbook for additional information.

1. When guests call to retrieve their messages, ask them for their room number and their voice messaging password.

2. Verify that the guest name and room number are valid.

3. Ask the guest to please hold while the call is transferred to the voice messaging system.

4. Press the

START button at the a ttenda nt co nsole or t he TR A N SF ER button on a

backup telephone.

■ You hear a dial tone as a new call appearance is selected.

■ The Split lamp goes on at the attendant console.

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5. Enter th e message re trieval number.

■ You hear a ringback tone.

■ The display shows the number you are calling.

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6. After the voice messaging system answers, press the

* button followed by

the extension numbe r for the guest.

■ A message confirms that this is a “previous” guest.

7. Enter either the guest’s password or the attendant password.

8. At this point, you can transfer the call to the guests so they can retrieve their messages. Press either the or the

TRANSFER button from a backup telephone.

■ The guests are connected to the voice messaging system and can

RELEASE button from the attendant console

now retrieve their messages by following the voice messaging prompts.

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Call Accounting Operations

This section gives you the procedures used to perform the following Lucent INTUITY Lodging Call Accounting operations:

■ Night Audit

■ End-of-Week/End-of-Month Audit

■ Printing Key Reports

■ Deleting Call Record s

Refer to GuestWorks INTUITY Lodging Call Accounting User’s Guide for more information about these and other procedures.

NOTE:

The operations given in this section apply only to the Lucent INTUITY Lodging Call Accounting product. See your product documentation for other call accounting products.

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Night Audit Procedures

The following procedures should be done nightly to produce a call accounting report. This rep ort then is used t o verif y guest r oom call c harge s. You should try to do this procedure at the same time every night.

1. If this property is using Promus Corporation equipment, press the to enter the Utilities subsystem from the call accounting system term inal Main Menu and continue with step 2. Otherwise, continue with step 6.

2. At the Utilities menu, press the options.

3. Press the system and the PMS.

4. Press the

5. Press the

6. Press the

7. Press the

6 button

4 button to select the Miscellaneous

P button to stop call record transfer between the call accounting

Q button to exit from the Miscellaneous options. 8 button to return to the Main Menu. 5 button to enter the Reports subsystem. 4 button to select the A udit report .

8. Press the

1 button to run and print the current summary report.

9. While the report is ru nning, press the accumulative report. Refer to ‘‘

Procedures’’ on page 62 for more information about this report.

10. From the Main Menu, press the

11. Press the

7 button to display the second list of Report options.

C button to add this dail y report to the

End-of-Week/End-of-Month Audit

5 button to enter the Reports subsystem.

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12. Press the 5 button to select the Chron ological (CHRONO) report.

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13. Press the

14. Press the

15. Press the

3 button to select the Config option. 2 button to select the Range option. I button to select the Interval option (this is the letter I, not the

number 1).

16. Press the

17. Press the

1 button to set the Interval at 1 (1 equals an interval of 24 hours). 7 button to run the Chronological report.

18. If this property is using Promus Corporation equipment, press the to enter the Utilities subsystem from the Main Menu and continue with step

19. Otherwise, continue with step 22.

19. At the Utilities menu, press the

4 button to select the Miscellaneous

options.

20. Press the

T button to restart the call record transfer between the call

accounting system and the PMS. You may receive a confirmation message (pms.pause 644 mode). If you do, press the

21. Press the

Q button to exit from the Miscellaneous options.

Y button.

6 button

22. Press the

8 button to return to the Main Menu.

End-of-Week/End-of-Month Audit Procedures

Depending on the number of call records generated at your property, you should run an accumulative report, every week or every month (or both, if necessary). This should be done after you have run the nightly audit reports. To run an accumulative report, perform the following :

2. At the Utilities menu, press the

4 button to select the Miscellaneous

options.

3. Press the

P button to stop call record transfer between the call accounting

system and the PMS.

4. Press the

5. Press the

Q buttons to exit from the Miscellaneous options. 8 button to return to the Main Menu.

6 button

6. Press the

7. Press the

8. Press the

5 button to enter the Reports subsystem. 4 button to select the A udit report . 2 button to run and print the current accumulative report.

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9. While the report is running, press the C button to clear the accumulative report.

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10. If this property is using Promus Corporation equipment, press the to enter the Utilities subsystem from the Main Menu and continue with step

11. Otherwise, continue with step 14.

11. At the Utilities menu, press the options.

12. Press the accounting system and the PMS. You may receive a confirmation message (pms.pause 644 mode). If you do, press the

13. Press the

14. Press the

Printing Key Reports

This section contains procedures to print the following reports:

■ Detail Reports

■ Cost Reports

6 button

4 button to select the Miscellaneous

T button to restart the call record transfer between the call

Y button. Q button to exit from the Miscellaneous options. 8 button to return to the Main Menu.

Refer to GuestWorks INTUITY Lodging Call Accounting User’s Guide for information on the procedures for printing other reports.

Detail Reports

To print Detail reports, perform the following:

1. At the call accounting system terminal Main Menu, press the

2. At the Reports menu, press the

3. Press the

4. Press the

5 button to

enter the Reports subsystem.

2 button to select the Detail option. 3 button to select the Config function. 1 button to enter the report setup. Set the following:

■ Post Call = N

■ Live Calls = Y

■ Send to Pri nter = Y

■ Compact Version = Y

■ Save on Disk = Y

■ All Peg Counts = N

5. Press the 2 button to set the Range for the reports.

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6. Press the C button t o e nter a start date an d an end date. Use the MMDDYY format.

7. Enter a start time and an end ti me. Use the HHMM form at for a 24-hour clock.

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10. Press

11. Press the

Cost Reports

To print Cost reports, perform the following:

8. Press the

9. At the “Division#” prompt, press

ENTER button to select guest call s, press the 1 butto n to s elect me eting ro om

calls, or press the

4 button to select the Division option.

ENTER to select all records, press the

3 button to select administration staff calls.

ENTER to complete the request.

7 button to execute the request. You should now be back at the

Main Menu.

1. At the call accounting system terminal Main Menu, press the

5 button to

enter the Reports subsystem.

2. At the Reports menu, press the

3. Press the

4. Press the

3 button to select the Configj function. 1 button to enter the report setup. Set the following:

6 button to select the Cost option.

■ Compact Version = Y or N

■ Send to Pri nter = Y

■ Save on Disk = Y

■ Printer Name = (locally defined)

5. Press the

6. Press the

2 button to set the Range for the reports.

C button to enter a st ar t date and an end date. Use the MMDDYY

format.

7. Enter a start time and an end ti me. Use the HHMM form at for a 24-hour clock.

8. Press the

9. At the “Division#” prompt, press button to select guest calls, press the or press the

10. Press

11. Press the

3 button to select the Division option.

ENTER to select all records, press the 1

2 button to select meeting room calls,

3 button to select administration staff calls.

ENTER to complete the request.

7 button to execute the request. You should now be back at the

Main Menu.

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Deleting Call Records

To save on spa ce and to reduce co nfu si on o v er ol d i nf ormat ion, you should delete old call records on a regular basis. This should be done once a week or once a month depending on your call volume.

CAUTION:

Please use extr eme caut ion when deletin g call r ecor ds. This shou ld be done only after you have costed and distributed the current call records for use in billing customers.

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1. At the call accounting system terminal Main Menu, press the

4 button to

enter the Maintenanc e subsyste m.

2. At the Maintenance menu, press the

3. Press the

2 button to delete records by Division.

2 button to select the Delete function.

4. Enter a “before date” value. This represents the date up to which all call records will be deleted. Use the MMDDYY format.

5. Enter a “before time” value. This repres ents the time on the “before date” up to which all call records will be deleted. Use the HHMM format for a 24-hour clock. Lucent recommends that you use the value

6. At the “Division#” prompt, press button to delete guest cal ls, pres s the or press the

7. Press

ENTER to complete the request.

8. Press the

9. Press

CTRL + E to exit from deleting records.

3 button to delete administration staff calls.

Y button to confirm the save.

ENTER to de lete all reco rds, press the 1

2 button to de le te m eet in g room calls,

2359.

10. Press the

8 button to return to the Main Menu.

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Housekeeping Staff Operations

Housekeepers can update housekeeping status information in two ways:

■ Using telephones in guest rooms

■ Using designat ed t el eph ones in other locatio ns s uch as a laundry room or a

house telephone.

If guest room telephones are used, 6 feature access codes can be assigned for the housekeeper to use for transmitting information. If designated telephones are used, 4 feat ur e acc ess codes can be assigned. You can assign an y desired meaning to the codes.

NOTE:

The guest room feature access codes can be used only from rooms

that have a “client-room” class of service. The designated telephone feature access codes can be used from any telephone that has console-permission class of service.

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After a feature access code has been entered from a guest room, the housekeeper can be prompted, by a second dial tone, to send more data by using 6 additional digits. These digits can carry information such as a personal identification code.

After a status feature access code has been entered from a designated telephone, the switch prompts th e house keeper for a room e xtensi on number and, i f re quired , additional digits.

The instructions on ‘‘How to Call In Your W ork Status’’ on page 67 to enter the different housekeeping codes. On ‘‘

Housekeeping Status Codes and

describe how

Meanings’’ on page 68, fill in your specific housekeeping status feature access

codes and meanings, photocopy both pages, and then give them to your housekeeping staff.

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Status Codes

Although the housekeeping status codes may be defined to represent any of several different states, here is a suggested way to use the different housekeeping status codes. Note th at the sugges ted mean ing s of t he fir st f our cod es are the sa me whether entered from a designated telephone or from a guest room. The feature access codes shown are only examples.

Feature Access Code

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Guest Room

Designated

Telephone

31 21 Needs cleaning 32 22 Being cleaned 33 23 Clean 34 24 Needs plumber 35 N/A Needs inspection 36 N/A On hold for repairs

How to Call In Your Work Status

While you are cleaning the guest rooms, you need to let your supervisor know where you are and the condition of the guest rooms. To perform this, use the telephone in the room you are cleaning or a designated tele phone assign ed by your

supervisor (in the laundry room, fo r example). You do not have to say anything — you enter the numbers tha t your sup ervisor wi ll give you. Each of the numb ers has a specific meaning. Your message will go to a comput er, and your supervisor will get the status later.

Suggested Meaning

To update your work status from a guest room, perform the following:

1. Using the telephone in the guest room, pick up the handset and enter the status feature access code that corresponds with your current status. For example, if you check the room and it needs cleaning, press the then press the

1 button.

2. If you hear another dial tone, enter your identification code (a 1- to 6-digit number). Once the code has be en accepted, you will hear confirmation tone (a 3-burst tone). Hang up the handset and continue with your work.

NOTE:

You should wait until you hear a confirmation tone to ensure that the update was accepted by the system. It may take up to 40 seconds to hear the confirmation tone.

3 button,

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3. As you reach different steps in cleaning the room, update the status by repeating steps 1 and 2.

If you were told to use a designated telephone (any telephone other than a guest room telephone) to report your status, perform the following:

1. Using the designated telephone, pick up the handset and enter the status

feature access code that corresponds with the room’s current status. For example, if you have finished cleaning a room, press the press the

3 button.

2. After you hear a dial tone, enter the room number.

3. If you hear another dial tone, enter in your identification code (a 1to 6-digit number). Once the code has been accepted, you will hear a confirmation tone (a 3-burst tone). Hang up the handset and continue with your work.

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2 button, then

NOTE:

You should wait until you hear a confirmation tone to ensure that the update was accepted by the system. It may take up to 40 seconds to hear the confirmation tone.

4. Repeat steps 1 through 3 as necessary to report new room status information.

Housekeeping Status Codes and Meanings

The following table contains your specific status feature access codes and their meanings. If any of the code s are not ident ified, contact your supervi sor. Note that you have only 4 status codes when using a designated telephone.

Feature Access Code

Guest Room

Designated

Telephone

Meaning

N/A N/A

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Reports

This section gives examples of administration reports you can display on the administration t ermina l or pr int on t he Log Pr inter or the Journa l/Sche dule Pr inter.

Administration Reports

Whether using an SAT or software emulator on a PC, you can view the following reports:

Command Description

list pms-down Shows switch activity and housekeeping sta-

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tus even wh en there is no PMS link; this can be used to help diagnose communication errors

list do-not-disturb station Shows all current Do Not Disturb requests for

stations

list do-not-disturb group Shows all current Do Not Disturb requests for

groups

list wakeup incomplete Shows all failed wakeups over the last 24

hours list wakeup requests Shows all current wakeup requests list wakeup station XXXX Shows an audit of wakeup call activity for

station XXXX list emergency Shows a history of emergency calls list integrated-annc-boards Displays the integrated announcement circuit

pack extension assignments status station XXXX Shows the current status of a station XXXX

The following screens show examples of the reports you can view.

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Hospitality Operations

list pms-down

PROPERTY MANAGEMENT SYSTEM ACTIVITY

Extension Event Reason Date/Time 2900 from room, code 1 active - nopms 18/20:10 PM 3100 from sta., code 2 active - nopms 18/21:00 PM 3344 checkout, MWL off PMS Link Out 18/21:25 PM 3302 room check in PMS Link Out 18/21:34 PM 3320 PBX chng stn rstr active - nopms 18/22:00 PM

list do-not-disturb station

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DO-NOT-DISTURB STATIONS

Extension Type Until 4550 MANUAL 6:00 AM 3256 MANUAL 11:30 AM 4224 MANUAL 2:15 PM 4225 GROUP 3:00 PM 4226 GROUP 3:00 PM 4227 BOTH 3:00 PM

list do-not-disturb group

DO NOT DISTURB GROUP

COR Until 5 9:30 AM 12 3:15 PM 10 6:00 PM

list wakeup incomplete

Extension Time of Attempts 3315 02:30 PM 3315 02:35 PM 3315 02:40 PM

WAKEUP INCOMPLETIONS

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list wakeup requests

Extension Time Annc Daily VIP 3311 04:45 AM 4000 n y 2247 05:30 AM 4001 n y 1435 08:00 AM 4001 n y

list wakeup station 4565

Extension = 4565

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WAKEUP REQUESTS

WAKEUP STATION AUDIT

Event Reason Time Orig Ext Attempt Swap Extension Skip Time request ok 6:45 AM 4565 change ok 7:00 AM 4565 cancel ok 7:15 AM 4565 incompl noanswer 7:15 AM 1 answer ok 7:20 AM 2 request ok 8:00 AM 2

list emergency

EMERGENCY ACCESS CALLS

Extension Event Type of Call Time

3315 attd night service off-hook alert 04:18 P 3355 call abandoned off-hook alert 04:19 P 3350 call completed off-hook alert 04:20 P 7000 call abandoned feature access code 06:09 P 7400 call completed feature access code 06:10 P 7001 attd night service feature access code 11:45 P 7104 crisis alert feature access code 01:37 a

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Board Location: 01A07 Time Remaining at 32 Kbps: 187

Internal Announcement Length in Number Extension Name Rate Seconds 1 4800 Greeting 32 5 2 4801 Dinner 32 20 3 4802 Breakfast 32 17 4 5 6 7 8

status station 1005

Type: 2500 Service State: in-srv/on-hook

Extension: 1005 Download Status: not-applicable

Port: 01B0601 SAC Activated? no

Call Parked? no User Cntrl Restr: outward

Ring Cut Off Act? No Group Cntrl Restr: none

CF Destination Ext:

INTEGRATED ANNOUNCEMENTS

GENERAL STATUS

Message Waiting: Connected Ports:

HOSPITALITY STATUS

AWU Call At:

User DND: not activated

Group DND: not activated

Room Status: occupied

Any of these reports can be printed, either on an SAT printer or on the system printer. T o print on the SAT printer, add the

pr command aft er the report command

string. For example, if you want a printed copy of the station status report, type

status station XXXX pr (XXXX is the extension number). The report will be

printed on the SAT printer.

To print o n th e system printer, add the

sched command after the rep ort co mman d

string. For example, if you want a printed copy of the station status report, type

status station XXXX sched (XXXX is the exten sion number). The report will be

printed on the system printer.

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Printer Reports

Printer reports keep track of several hospitality events. This is done to track patterns of service problems and to keep track of room status. From the switch’s

perspective, there are 2 types of printers that may be accessed for hospitality reports: a log printer and a journal/schedule printer. These 2 printer functions can be combined on 1 physical printer, or they can be assigned to 2 different printers. If you have only 1 printer, the status events print out as they occur as part of 1 listing. If you have 2 printers, the log reports print on one printer and the journal (and scheduled) reports print on the other printer.

Log Printer

The log printer has 1 report which is a record of the housekeeping status. This report occurs automatically as the housekeeping staff updates the status of guest rooms. The following is an example of a log printer report:

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2900 from room, code 1 activity - nopms 18/20:10 PM 3100 from sta., code 2 activity - nopms 18/21:00 PM 3106 from room, code 4 activity - nopms 18/21:45 PM

Journal Schedule Printer

The journal/schedule printer prints 2 types of reports: journal reports and scheduled reports. A journal report is a running summary of hospitality events such as wakeup call requests, wakeup calls that complete, wakeup calls that fail, Do Not Disturb requests, and emergency access attempts. A scheduled report is a report that is scheduled through administration and usually occurs at the same time every day.

The scheduled reports are assigned at an administration terminal (either the SAT or a PC with emulation software) using the

hospitality

command. On Page 2 of this administration screen, you can

administer the time of day when you want the following reports to print:

change system-paramete rs

■ Automatic wakeup activity

■ Automatic wakeup summary

■ Emergency access summary.

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The following is an example of a journal printer report:

AWU 11/21/96 10:25 401 REQUEST 10:40 BY Att 1 AWU 11/21/96 10:25 402 REQUEST 10:40 BY Att 1 EAT 11/21/96 10:26 7400 attd crisis alert ars alrt call type EAT 11/21/96 10:26 7401 0 failed - originator abandoned call off-hook AWU 11/21/96 10:26 401 CHANGE 10:45 BY Att 1 PMS 11/21/96 10:26 368 FROM ROOM: CODE 1 PMS link out of service 0 PMS 11/21/96 10:26 368 FROM ROOM: CODE 2 PMS link out of service 0 PMS 11/21/96 10:26 3540 FROM ROOM: CODE 1 PMS link out of service 0 EAT 11/21/96 10:27 7401 Att 1 successful call off-hook alert PMS 11/21/96 10:26 401 FROM STATION: CODE 1 PMS link out of service 0 AWU 11/21/96 10:40 402 NO ANSWER 1 AWU 11/21/96 10:44 401 BUSY 1 AWU 11/21/96 10:45 402 NO ANSWER 2

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These codes are used to define the status events:

■ AWU — Automatic wakeup events

■ EAT — Emergency access to attendant and crisis alert events

■ PMS — PMS events

■ PMS chng stn rstr — Station restrictions changed by the PMS

■ PMS room change — Room status message from PMS

■ PMS link out — The PMS link is out of service

■ PMS prot vio — The PMS sustained a protocol violation.

Buffering Messages During Printer Failure

If the printer goes do wn (for exam ple, powe r los s or pr inter runs out of paper) and the Data Terminal Ready (DTR) lead goes low, the switch recognizes that the printer is out of service. When this happens, the switch will buffer Automatic Wakeup messages destined for the printer until the printer is back in service. On the smaller systems (csi or si), up to 2400 messages are buffered. On the larger system (r), up to 15000 messages are buffered.

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The following table summarizes which printer types report which status events.

Printer Type Status Events

Journal/Schedule 1,2,3,4,5,8,9 Log Only 6,7,10 Combined Journal/Schedule and Log 1,2,3,4,5,6,7,8,9,10

Events:

1. Emergency Alert or Crisis Alert successful call off-hook alert (EAT)

2. Emergency Alert or Crisis Alert Failed originator abandoned call

off-hook alert (EAT)

3. Auto WAKEUP Failed (AWU)

4. Auto WAKEUP Request (AWU)

5. Auto WAKEUP Completed (AWU)

6. Room Status Fm Room (PMS)

7. Room Status Fm Station (PMS)

8. Summary Reports (AWU, EAT)

9. Auto WAKEUP Activity Report (AWU)

10. PMS Down (PMS)

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Guest Operations Artwork

The following pages contain artwork masters that you can use to create “tent cards” for your guest rooms. These artwork masters contain the following procedures:

■ Automatic Wakeup and Do Not Disturb using voice prompts (the Speech

Synthesizer cir cui t pack is required)

■ Automatic Wakeup using the Wakeup Activation via Tones and Dual

Wakeup features (no additional hardware required)

■ Emergency Acces s to Att endant and eme r gency servi ce age ncy cal ling (for

example, 911) (requires the Announcement circuit pack for recorded announcements)

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To use these artwork masters, perform the following:

1. Make copies of the masters from this document.

2. Either type or write the telephone numbers and feature access codes into the appropriate blanks.

3. Paste your property logo to the upper right-hand corners, if desired.

4. Make copies as needed.

5. Cut and fold as instructed.

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Index

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Index

Numerics

6408 telephones, 20 6424 telephones, 20 8410D telephones, 20 8411 telephones, 6 8434 telephones, 20

administrative mailbox on INTUITY, 55 announcements, 52 artwork masters, 76 Attendant Backup, 20 Audichron reco rding, 26 audit

end-of-month

end-of-week, 62 Automatic Selection of DID Numbers to Guest Rooms, 53 Automatic Wakeup, 5, 8, 25

, 62

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IN-83

backup consoles, 20 buffering messages for the printer, 74

Call Accounting alarms, 49 call records, 65 Call Vectoring , 52 changing passwords, 18 check-in button, 6 checking in, 6, 22 checking out, 6, 23 Check-Out, 23 check-out button, 6 console operations, 20 Controlled Restrictions, 38 conventions, document, 2 cost reports, 64 crisis alert, 49 crisis alert events, 74

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deleting call records, 65 detail reports, 63 dial by name, 19 Do Not Disturb, 6, 12, 43 documents, related, 4 Dual Wakeup, 8

Emergency Access to the Attendant, 13 end-of-month audit, 62 end-of-week audit, 62

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IN-84

failed wakeup calls, 26, 37 FAX messages, 58 feature access codes, 4, 68 front desk operations, 20

guest operations, 8, 76

Hospitality services, 5 housekeeping status, 6, 50, 68

INTUITY Lodging Call Acc o unting, 61 INTUITY Lodging language options, 7 INTUITY Lodging messaging system, 7, 55

journal/schedule printer, 73

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language options, 7 log printers, 73

maid status, 50 message buffer for printer, 74 Message Retrieval, 14 Message Waiting

lamps, 7, 48

notification, 48 messages

FAX, 58

restoring deleted, 58

retrieving, 14

retrieving for checked-out guests, 59 multiappearance telephones, 5

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IN-85

names registration, 6 night audit, 61

occupancy, 50, 51 organizati on of document, 2

passwords, 18 personal greetings, 17 PMS

alarms

integration, 6 printer reports, 73 printers

journal/schedule

log, 73

status events, 75

types, 75 printing key reports, 63 produc t support, 4

, 49

, 73

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recorded announcements, 52 recording personal greetings, 17 reports, 69

cost, 64

detail, 63

printer, 73

printing, 63 restoring deleted messages, 58 retrieving messages, 14 retrieving messages for checked-out guests, 59 room occupancy, 50, 51

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IN-86

single-line telephones, 5 Speech Synthesizer circuit pack, 8, 12, 25, 43 status codes, 50, 68

telephones, 20

6408, 20

6424, 20

8410D, 20

8411, 6

8434, 20

Attendant Backup, 20

multiappearance, 5

single-line, 5

types supported, 5 Terminal Translation Initialization (TTI), 7 tones, 3 Trunk Answer Any Station (TAAS), 21

voice messaging, 14, 53

Wakeup Activation via Tones, 8 wakeup calls, 52 Work Status, 67

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GuestWorks

and DEFINITY® Enterprise Communications Server Release 8 Hospitalit y Ope rati ons

555-230-723, Issue 6, December 1999, Comcode 108596560

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