Lucent Technologies DEFINITY Business Communications System And GuestWorks Instructions Manual

							Computer-Telephone Integration Solutions 
6-1 Overview 
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DEFINITY® Business Communications System and GuestWorks® Issue 6 
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Computer-Telephone Integration 
Solutions
Overview
Telecommunications and information systems are the fundamental building blocks 
of most businesses. Whether a sale is being made, a question is being answered, 
or an order is being placed, the telephone is the primary communications medium. 
However, the information to make the sale, answer the question, or fulfill the order 
is stored in a computer.
If these two building blocks are closely integrated, your business will realize bene-
fits that will redefine your standards for success and customer satisfaction. 
DEFINITY BCS and GuestWorks can integrate data processing, data communica-
tions, and voice communications. 
The following products work with the switch to unite your computer and telephone 
in powerful ways:
nDEFINITY PC Console
nPassageWay Direct Connect.
NOTE:
Some features and solutions are unavailable in some countries. Please 
contact your local account manager or authorized Lucent Technologies 
representative for further information about which features and solutions are 
available to you.
DEFINITY PC Console
Lucent Technologies’ DEFINITY PC Console allows your DEFINITY BCS call 
attendants to handle incoming calls efficiently from their personal computer. Using 
the familiar Microsoft
® Windows graphical interface, the attendants can easily 
keep track of how long callers have been on hold and for whom they are waiting. 
Attendants can monitor up to six calls at once. They need not fumble with pen and 
paper when handling calls, since they can make notes on their computers about 
what each caller needs. All this contributes to making a favorable first impression  
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
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with your customers. Having the call processing software on the same computer 
with spreadsheet, word processing, or other software allows the attendants to 
stay productive between calls.
Your company directory is displayed on screen with busy extensions shaded. A 
variety of search functions are available, so attendants can find names and exten-
sions easily. On-line photo identification allows attendants to quickly identify 
employees. Calls are transferred with the press of a button. On-line help makes it 
easy for attendants to remind themselves how to use the PC Console. 
The PC Console is easily customized, so even if attendants from different shifts 
share the same computer, they can each preserve their preferences in the call 
processing environment. The PC Console is available in English, Dutch, Spanish, 
French, German, Portuguese, and Italian. The system also accommodates any 
language that uses the Roman alphabet and ASCII 128-character set. For exam-
ple, if a Spanish-speaking attendant takes over for a French-speaking attendant, 
a single press of a button converts all labels, error messages, and on-line help to 
Spanish.
PassageWay Direct Connection 
Solution
Lucent Technologies’ PassageWay products bring the telephone and the personal 
computer together into an integrated voice and data workstation that can greatly 
enhance communications. With PassageWay, you can efficiently process calls 
while accessing powerful voice and data features. It also permits you to connect 
to a variety of host computers and other PCs through the networking strengths of 
the system. PassageWay provides error-free data transfer between your personal 
computers and other shared resources. You can even create your own applica-
tions to take advantage of the PassageWay connection.
Combine the Power of the PC and the Telephone
The PassageWay Direct Connection Solution is ideal if you do the following:
nSpend more than an hour a day on the telephone generating, supporting, 
and servicing customers
nRely heavily on your desktop PC to manage important contacts
nWant to boost productivity and customer service.
The PassageWay Direct Connection Solution links a desktop Windows PC with 
the switch. The easy-to-use Windows interface provides greater business com-
munications capabilities than either the telephone or PC offers alone. This solu-
tion gives you valuable computer-telephony integration (CTI) benefits right out of 
the box, plus it is a bridge to a wealth of other great CTI applications. Microsoft  
						

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Windows Dynamic Data Exchange (DDE) and Telephone Applications Program-
ming Interface (TAPI) support ensures that you can capitalize on future CTI tech-
nologies.
Make your PC work for you by having it do the following:
nAccess and autodial phone numbers while you do other tasks,
nInstantly retrieve and display PC data about incoming callers. You save 
time digging for important numbers.
nBe better prepared to meet callers’ needs and let your professionalism 
really shine through.
Turn your call center into profit centers. Departments that live on the phone such 
as sales, customer service, and purchasing, will work more efficiently, make more 
contacts, and produce better results because of CTI.
The PassageWay Direct Connection software consists of PC software (Service 
Provider and/or call control) and special Lucent Technologies PC-to-telephone 
hardware modules (DEFINITY 8411 telephones have built-in hardware).
You can choose to purchase the PassageWay modes with only our TAPI Service 
Provider software or you can add the Telephony Manager call control software. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
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Figure 6-1. PassageWay Direct Connection Configurations
PassageWay Direct Connection Telephony 
Manager
The Telephony Manager software for Windows 95 is an application that allows you 
to control telephone calls (both incoming and outgoing) directly from your PC. You 
can make calls, answer calls, place calls on hold, hang up, transfer, set up 
conference calls, and view calling/called party information. With Caller ID, as the 
phone starts ringing, customer information can “screen-pop” on your PC. You can 
retrieve data stored in your database contact manager or your PassageWay 
Phonebook (included with the PassageWay Direction Connection Telephony 
Manager solution). When using the Phonebook, you can also automatically dial 
phone numbers with a click of your mouse. To automatically track every call you 
make or receive, PassageWay Direct Connection Telephony Manager solutions 
provides Log Manager. This displays information such as caller name; phone 
number; and duration, time and subject matter of call. Telephony Manager is not 
supported on Windows 98.1) 2- or 4-wire DCP Port 5) Personal Computer
2) Auxiliary Power 6) 2-wire DCP Port
3) DCP Telephone 7) 8411 DCP Telephone w/ 
PassageWay
4) Passageway 
						

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PassageWay Direction Connections and CTI
Applications
You can convert your existing windows-based software into CTI applications by 
writing DDE links to PassageWay Direct Connection Solution. Or, add a 
“middleware” software application to dial and screen-pop from any windows 
application. If your application supports the Microsoft Windows TAPI standard, the 
PassageWay Direct Connections solution will probably work right out of the box 
since the PassageWay Direct connection also supports the TAPI standard. The 
following list contains a few of the CTI applications currently available from Lucent 
Technologies that enhance your Direct Connections Solution.
nFastCall® Middleware 
— allows existing applications to be quickly “telephony enabled” 
— provides rules for inbound “screen-pop” and call handling
— previews outbound dialing
— Windows 3.1/3.11, or 3.x, 95, 98, and NT
nSNAP™ Middleware with Enhanced Call Control
— easy-to-install with your existing applications
— provides “screen-pop” to your databases
— dials any number from any windows application using an icon that is 
always on the current windows screen
— Windows 3.1, 3.11, 95, 98, and NT
nPhoneLine® Corporate Directory
— allows access to the latest telephone directly
— quickly finds a phone number
— automatically dials with one click
— transfers and makes conference calls
— stores pictures of individuals for security desks to validate 
employees
— Windows 3.1/3.11, or 3.x, 95, and NT. 
						

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System Requirements
The system requires the following:
nIBM-compatible PC with a 486 or higher processor
n8 MB RAM (16 MB recommended; 16 MB required with Telephony 
Manager R2)
navailable serial port
n3.5”, 1.44-MB, high-density disk drive (CD-ROM recommended)
nhard disk with 15 MB of space available (25 MB required with Telephony 
Manager R2)
nVGA or higher monitor
nA windows-compatible pointing device (mouse or trackball is 
recommended)
nWindows 95, 98, Windows NT (4.0). Note that Telephony Manager and 
PhoneLine are not supported on Windows 98. 
						

							Hospitality Solutions 
7-1 Overview 
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Hospitality Solutions
Overview
GuestWorks, the hospitality offer of the DEFINITY product line, offers an array of 
features that enhance guest services and keep guests happy. You can thus enjoy 
robust hospitality functions on a state-of-the-art communications system.
NOTE:
In some countries, DEFINITY BCS is sold with the hospitality features 
instead of selling GuestWorks.
For example, GuestWorks can provide the following:
nAutomatic wake-up for guest rooms. The wake-up call can be as simple as 
silence, or as elaborate as a custom sales message in the native language 
of the guest, tailored to the time of day and day of the week. There are 
several ways wake-up calls can be requested and delivered:
— Assisted by voice prompts, guests can request their own wake-up 
calls. 
— Auto Wake-Up via confirmation tones allows a user to enter the 
request for a wake-up call using the telephone dial pad.
— Dual Wake-Up allows two wake-up times to be entered.
— Guests can also request a daily wake-up call if they need to be 
awakened at the same time every day during their stay. 
— The system also supports a VIP wake-up that alerts front desk 
personnel that they need to place a personalized wake-up call 
instead of letting the system do it automatically.
nPMS Insert/Delete digit streamlines dialing within a hotel that has multiple 
extensions sharing an extra leading digit in front of the room number.
nA check-in and check-out button on the attendant console. When a guest is 
checked in, the desk clerk presses the check-in button; the system prompts 
for an extension number, marks the room as occupied, and turns the 
telephone on. At check-out, the reverse happens. 
						

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nSuite check-in. This feature provides the capability to have the system 
automatically check-in several related extensions with one check-in 
command. This feature allows hotels that offer “suite” rooms with several 
phones the ability to check in all the phones associated with that “suite” at 
one time.
nAutomatic selection of DID numbers. This feature allows the system to 
automatically choose a number from a list of available Direct Inward Dialing 
(DID) numbers that will be assigned to a guest’s room extension when 
checking in.
nFeature access codes to signify certain conditions. For example, maids can 
use the telephones in the rooms to change the room status from “dirty” to 
“clean and ready for occupancy.”
nTCP/IP connectivity. The switch uses TCP/IP to connect to the INTUITY 
AUDIX system.
nA Do-Not-Disturb feature that turns off ringing in a room, except for 
designated priority calls and automatic wake-up calls.
nGuest voice messaging, which unburdens attendants and provides guests 
with an important convenience.
nCrisis alert. Whenever someone in the hotel places a call to an emergency 
service agency (for example, 911), the attendant console, designated 
digital telephones, and up to three pagers are notified of the call. When 
emergency personnel arrive, someone can help them find the exact 
location of the emergency.
nControlled Toll Restriction, which allows you to restrict some telephones 
from making toll calls. In this way hotels can provide free local calls, while 
still restricting toll calls.
For more information about GuestWorks features, see 
GuestWorks® and 
DEFINITY® ECS Hospitality Operations.
NOTE:
Some features and solutions are unavailable in some countries. Please 
contact your local account manager or authorized Lucent Technologies 
representative for further information about which features and solutions are 
available to you.
Lodging establishments often use the following systems together:
nGuestWorks
nA property management system (PMS)
nINTUITY Lodging Voice Messaging
nINTUITY Lodging call accounting or Xiox call accounting. 
						

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Property management systems are used for making guest reservations, checking 
guests in and out, printing guest bills, and other accounting functions. I
NTUITY 
Lodging provides a variety of voice messaging and fax functions for guests and 
administrative staff, and includes flexible administration capabilities that simplify 
moves and changes. The call accounting system takes call records from the 
system and applies cost structures used for billing guests.
As the centerpiece of the hospitality communications network, GuestWorks 
continues to refine its integrating capabilities. For example, recent message 
tandeming enhancements make it unnecessary for the I
NTUITY Lodging voice 
messaging and the property management system to be directly connected to 
support the voice messaging application (See Figure 7-1
). With this link, guest 
room updates for voice messaging are “tandemed” through the GuestWorks 
system between the I
NTUITY Lodging voice messaging system and the property 
management system. These systems are constantly exchanging and updating 
information to provide a seamless integration between the systems.
NOTE:
This integration feature does not affect the link between the INTUITY Lodging 
Call Accounting and the property management system. This link must 
remain intact so that the call accounting information is exchanged between 
the I
NTUITY system and the property management system.
The general advantages of using GuestWorks in the Hospitality industry are 
presented in Chapter 3, Industry Applications.
 The following sections provide a 
closer look at I
NTUITY Lodging, GuestWorks, the system’s communications with 
property management systems, I
NTUITY Lodging call accounting, and Xiox call 
accounting.
Switch/INTUITY/PMS link integration
GuestWorks can tandem messages between the property management system 
and I
NTUITY Lodging voice messaging so the systems need not be connected to 
each other. The following property management system messages are tandemed 
through GuestWorks:
nCheck-In
nCheck-Out
nRoom Data Image (Database Synchronization)
nModify (Guest Information)
nAdd/Remove Text/Fax Notification Message (Message Waiting)
nTransfer/Merge Mailbox (Room Change/Swap).
NOTE:
This integration feature does not affect the link between the INTUITY Lodging 
Call Accounting and the property management system. This link must 
remain intact so that the call accounting information is exchanged between 
the I
NTUITY system and the property management system. 
						

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Figure 7-1. Switch/INTUITY/PMS Link Integration A) Standalone Link B) GuestWorks Link
1) Switch-to-I
NTUITY Lodging 
Link (administrative voice 
messaging link)2) Switch-to-PMS Link (control 
messages link)
3) I
NTUITY Lodging-to-PMS 
Link (mailbox control link)4) INTUITY Lodging Call 
Accounting-to-PMS Link (call 
accounting records link)