Lucent Technologies DEFINITY Business Communications System And GuestWorks Instructions Manual

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Features 
A-41 Hospitality features 
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For guest check-in or check-out from the console, there are two buttons on the 
attendant console (or backup voice terminal): one labeled   and the 
other labeled  . The check-in procedure performs two functions: it 
deactivates the restriction on the telephone in the room allowing outward calls, 
and it changes the status of the room to occupied.
Controlled Restrictions
Allows an attendant or telephone user with console permission to activate and 
deactivate the following restrictions for an individual telephone or a group of 
telephones: outward/toll, total, station-to-station/toll, and termination restrictions. 
This feature is available in a non-hospitality environment, but is used extensively 
in hospitality offers.
Daily Wakeup
Allows a guest or front desk personnel to schedule a single wakeup request for a 
daily wakeup call. For example, if a guest needs to receive a wakeup call 
at 5:30 a.m. for the duration of his or her stay, one request can be placed on the 
system instead of placing a separate request for each day.
Dial by Name
The Dial-by-Name feature allows callers to the system to access guest rooms 
simply by dialing the name of the guest they are trying to contact. This feature 
uses recorded announcements and the Call Vectoring feature to set up an 
automatic attendant procedure. This automatic attendant procedure gives callers 
the ability to enter a guest’s name. When a single or unique match is found, the 
call is redirected to the guest’s telephone.
Do Not Disturb
Allows guests, attendants, and authorized front desk users to request that no 
calls, other than priority calls, be connected to a particular extension until a 
specified time.
Dual Wakeup
Allows guests to have two separate wakeup calls. The Dual Wakeup feature is an 
enhancement to the standard Automatic Wakeup feature used in hospitality 
environments. With the standard wakeup feature, guests or front desk personnel 
can create one wakeup call per extension. The Dual Wakeup feature allows 
guests and front desk personnel to create either one or two wakeup calls. The 
Dual Wakeup feature for guests is valid only when the system is not equipped with 
a speech synthesizer circuit pack (TN725B).
Check In
Check Out 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Features 
A-42 Hospitality features 
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Housekeeping Status
Records the status for up to six housekeeping codes and reports them to the 
property management system. 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 voice terminal. Six status codes can be used from guest rooms, and four 
status codes can be used from telephones that do not have the client room Class 
of Service.
Names Registration
Automatically sends a guest’s name, room extension, and coverage path from the 
Property Management System to the switch at check-in, and automatically 
removes this information at check-out. The information may be displayed on any 
attendant console or display-equipped telephone at various hotel locations (for 
example, Room Service, or Security).
Property Management System Digit to 
Insert/Delete
Many customer configurations base the room telephone extension on the room 
number by adding an extra leading digit. The PMS Insert/Delete Digit feature 
allows users to delete the leading digit of the extension in messages. The feature 
is useful for a hotel that has multiple extensions sharing an extra leading digit in 
front of the room number. The leading digit is automatically inserted when the 
message goes to the PBX.
NOTE:
The PMS interface supports three-, four-, or five-digit extensions, but 
prefixed extensions do not send the entire number across the interface. 
Only the assigned extension number is sent. Therefore, do not use prefixed 
extensions for numbers that are also going to use the Digit to Insert/Delete 
function.
Property Management System Interface
The Property Management System allows a customer to control features used in 
both a hospital-type and a hotel/motel-type (GuestWorks) environment. The 
communications link allows the Property Management System to interrogate the 
system and allows information to be passed between the system and the Property 
Management System. GuestWorks exchanges guest status information (room 
number, call coverage path, and other data) with the property management 
system.  
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Features 
A-43 Hospitality features 
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There are two ways that the guest data can be encoded:
nUsing a combination of Binary Coded Decimal (BCD) encoding and the 
ASCII character set
nUsing only the ASCII character set.
Single-Digit Dialing and Mixed Station
Numbering
Allows hotel staff and guests easy access to internal hotel/motel services and 
provides the capability to associate room numbers with guest room telephones. 
The feature provides the following dial plan types: single-digit dialing, prefixed 
extensions, and mixed numbering.
Suite 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.
VIP Wakeup
Allows front desk personnel to provide personalized wakeup calls to important 
guests. When a wakeup call has been scheduled for an important guest, a 
wakeup reminder call is placed to the front desk personnel, who in turn call the 
guest personally to provide the wakeup call.
Wake-Up Activation via Confirmation Tones
If a speech synthesizer circuit pack is not installed, guests can still enter their own 
wake-up calls (two if the Dual Wakeup feature is active). The guests do not 
receive voice prompts as they would using the speech synthesizer circuit pack; 
guests will receive call progress tones (recall dial tone and confirmation tone) to 
set up their wake-up calls. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Features 
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Hunt Group features
The system offers the following features designed to help you set up and maintain 
hunt groups (splits) and agents.
Abandoned Call Search
Allows a central office that does not provide timely disconnect supervision to 
identify abandoned calls. An abandoned call is one in which the calling party 
hangs up before the call is answered. Abandoned Call Search is suitable only for 
older central offices that do not provide timely disconnect supervision. 
Agent Call Handling
Allows you to administer functions that Automatic Call Distribution agents use 
when handling incoming calls. You define specific agent capabilities and can plan 
capacities based on those capabilities.
Attendant Vectoring
With Attendant Vectoring, a highly flexible approach for managing incoming calls 
to an attendant is available. For example, with current night service operation, 
calls redirected from the attendant console to a night station can only ring at that 
station and will not follow any coverage path. With Attendant Vectoring, night 
service calls will follow the coverage path of the night station. The coverage path 
could go to another station, and then eventually to a voice mail system. The caller 
can then leave a message that can be retrieved and acted upon.
Auto-Available Split
Allows agents of an ACD split to be in Auto-In work mode continuously. An agent 
in Auto-In work mode becomes available for another ACD call immediately after 
disconnecting from an ACD call. You can use this feature to bring ACD agents 
back into Auto-In work mode after a system restart. Although not restricted to 
such, this feature is intended to be used for splits containing only recorders or 
voice-response units. 
Automatic Call Distribution
Allows incoming calls to connect automatically to specific splits. An Automatic Call 
Distribution (ACD) split is designed to receive a high volume of similar calls. Calls 
to specific splits are automatically distributed among the agents assigned to that 
split. Calls queue to the split until an agent is available. You can assign a 
supervisor to each split. The split supervisor can listen in on agent calls, monitor 
the split queue status, and assist agents. If you have Basic Call Management 
System, you can measure and create reports on the status of ACD agents, splits, 
and trunks.  
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Features 
A-45 Hunt Group features 
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Basic Call Management System 
Provides real-time and historical reports to assist you in managing agents, ACD 
splits, VDNs, and trunk groups. You can display reports on the Management 
Terminal or print them. In addition, you can schedule historical reports to print 
automatically on the system printer.
The switch supports a maximum of 150 logged-in ACD agents. Of those 150 
agents, a maximum of 25 agents can be measured by BCMS. However, measure-
ments are collected on a per-hunt-group basis, not a per-agent basis, and up to 
five hunt groups can be designated for measurement by BCMS. This means that 
whether you designate one hunt group or five hunt groups as being inter-
nally-measured by BCMS, no more than 25 agents can log in to those hunt groups 
at any one time. The other 125 agents can log in to other hunt groups as long as 
they are not designated for measurement by BCMS.
Call Prompting
Allows the system to collect information from the calling party and to direct the 
calls via Call Vectoring. The caller is verbally prompted by the system and enters 
information in response to the prompts. This information is then used to redirect 
the call or to handle the call in some other way (taking a message, for example). 
This feature is mostly used to enhance the efficient handling of calls in the 
Automatic Call Distribution application.
Call Vectoring
Processes incoming and internal calls according to a programmed set of 
commands. Vector commands may direct calls to on-premise or off-premise 
destinations, to any split, or to a specific call treatment such as: an 
announcement, forced disconnect, forced busy, or delay treatment. For example, 
the system can collect digits from the user via Call Prompting and can then route 
calls to a destination specified by those digits. There are many different 
applications of the Call Vectoring feature; however, Call Vectoring is primarily 
used to handle the call activity of Automatic Call Distribution splits.
Dialed Number Identification Service
Displays, for a called party or answering position, the service or product 
associated with an incoming call.  
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
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Intraflow and Interflow
Allow you to redirect ACD calls from one split to another split. Intraflow redirects 
calls to other splits within the system using Call Coverage or Call Forwarding All 
Calls. Interflow redirects calls to an external split or location using Call Forwarding 
All Calls. You can have calls redirected from one split to another conditionally, 
according to the coverage path’s redirection criteria. For example, you can define 
a split’s coverage path to automatically redirect incoming ACD calls to another 
split when a terminal is busy or unanswered.
NOTE:
This feature is not related to the Look-Ahead Interflow feature. The 
Look-Ahead Interflow feature is not supported on DEFINITY BCS nor 
GuestWorks.
Multiple Call Handling on Request
Allows agents to receive an ACD call while other types of calls are alerting, active, 
or on hold.
Queue Status Indications
Allows you to assign queue-status indicators for Automatic Call Distribution calls 
based on the number of calls queued and the length of time the calls have been in 
queue. You can assign these indications to lamps on agent, supervisor, or 
attendant consoles, or telephones to help monitor queue activity. In addition, you 
can define auxiliary queue warning lamps to track queue status. On display 
telephones, you can display the number of calls queued and the time in queue of 
a split’s oldest call.
Redirection on No Answer
Redirects a ringing ACD call or Direct Agent Call after an administered number of 
rings. This prevents an unanswered call from ringing indefinitely. The call can 
redirect either to the split to be answered by another agent or to a vector directory 
number (VDN) for alternative call handling. Direct Agent Calls route to the agent’s 
coverage path, or to a VDN if no coverage path is administered. You must have 
ACD enabled to use this feature. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Features 
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Service Observing
Allows a specified user, such as a supervisor, to observe or monitor another 
user’s calls. Observers can observe in listen-only or listen-and-talk mode using a 
feature button on their telephone. You set up Service Observing to observe a 
particular extension, not to observe all calls to all extensions at a telephone.
NOTE:
Service Observing may be subject to federal, state, or local laws, rules, or 
regulations or may require the consent of one or both of the call parties. 
Familiarize yourself and comply with all applicable laws, rules, and 
regulations before using this feature.
VDN in a Coverage Path 
Enhances Call Coverage and Call Vectoring to allow you to assign vector 
directory numbers (VDNs) as the last point in coverage paths. Calls that go to 
coverage can be processed by vectoring/prompting to extend Call Coverage 
treatments.
Private Networking features
The great expandability of the system makes it a logical choice for setting up 
private networks. Consequently, the system includes many private networking 
features.
Centralized Voice Mail via Interswitch Mode 
Codes
Provides the capability to share a voice mail system among several switches 
using the Mode Code - Voice Mail System Interface. This feature provides a cost 
effective choice for multiple sites by eliminating the need for a voice mail system 
at each site.
A Centralized Voice Mail network can consist of DEFINITY BCS Issue 6 or later, 
DEFINITY ECS R8 or later, ProLogix™ R3 or later, Merlin Legend
® R6.1 or later, 
and Merlin Magix™ systems. Either a DEFINITY BCS, ProLogix, or DEFINITY 
ECS switch must be the host for the voice mail system, and UDP and ISDN-PRI 
software are required at each site. See 
DEFINITY ECS Administration for Network 
Connectivity
 and Merlin Legend Network Reference for more information.
Extended Trunk Access
Used with Uniform Dial Plan, allows the system to send any unrecognized number 
(such as an extension not administered locally) to another system for analysis and 
routing. Such unrecognized numbers can be Facility Access Codes, Trunk Access 
Codes, or extensions that are not in the Uniform Dial Plan table. Non-Uniform Dial  
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Features 
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Plan numbers are administered on either the First Digit Table (on the Dial Plan 
Record form) or the Second Digit Table. They also are not administered on the 
Extended Trunk Access Call Screening Table. Extended Trunk Access helps you 
make full use of automatic routing and Uniform Dial Plan.
Inter-PBX Attendant Service
Allows attendants for multiple locations to be concentrated at one location. 
Incoming trunk calls to the unattended location, as well as attendant-seeking 
calls, route over tie trunks to the main location.
Japanese National Private Networking Support
Provides support for Japanese private ISDN networks. The Japanese private 
network ISDN protocol is different from the standard ISDN protocol. The switch 
will now support extensions to the ISDN protocol for switches using the Japanese 
country code.
Private Network Access
Allows calls to other systems in a private network. These calls do not use the 
public network. They are routed over your dedicated facilities.
QSIG Basic
Provides compliance to the International Organization for Standardization (ISO) 
ISDN-PRI private-networking specifications. QSIG is defined by ISO as the 
worldwide standard for private networks.
QSIG is the generic name for a family of signaling protocols. The Q-reference 
point or interface is the logical point where signaling is passed between two peer 
entities in a private network. QSIG signaling can provide feature transparency in a 
single-vendor or multi-vendor environment.
The system provides QSIG Basic Call Setup with Number Identification and 
Transit Counter.
Number Identification
Allows a switch to send and receive the calling number. Additional parameters 
that control the display of the connected number are administered on the 
Feature-Related System Parameters form. QSIG Number Identification displays 
up to 15 digits for the calling and connected numbers across ISDN-PRI interfaces. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Features 
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Transit Counter
The system provides QSIG Transit Counter as defined in ISO/IEC 6B032 
and 6B033. It prevents indefinite looping, connections giving poor transmission 
performance, and inefficient use of network resources. This feature is invoked 
automatically for ISDN-PRI basic calls.
Uniform Dial Plan
Provides a common four- or five-digit dial plan that can be shared among a group 
of switches. Both interswitch and intraswitch dialing require four- or five-digit 
dialing. This feature is used with an electronic tandem network (ETN).
Trunk Group features
The system supports a variety of interfaces to voice and data networks. Trunks 
supply links between the system, the public network, and other systems. Digital 
Signal Level 1 interfaces offer high-speed digital connectivity between systems. 
For a complete listing of the trunk and line interfaces available in different 
countries, see the 
DEFINITY® ECS System Description.
Automatic TEI
The user side will support automatic TEI assignment by the network. Both fixed 
and automatic TEI assignment are supported on the network side.
BRI Trunk Service
Supports public-network access outside the U.S. on point-to-midpoint 
connections, with the restriction that the system must not be configured in a 
passive bus arrangement with other BRI endpoints. It will also support the use of 
ISDN-BRI trunks as inter-PBX tie lines using the QSIG peer protocol. The system 
supports a two-wire U interface, the four-wire T interface, and the U.S. National 
ISDN protocol.
Call-by-Call Service Selection
Enables a single ISDN-PRI trunk group to carry calls to a variety of services, 
rather than requiring each trunk group to be dedicated to a specific service. It 
allows you to set up various voice and data services and features for a particular 
call. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Features 
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CAMA - E911 Trunk Group
Sends Caller’s Emergency Service Identification (CESID) information over 
Centralized Automatic Message Accounting (CAMA) trunks to the local 
community’s Enhanced 911 (E911) system through the local Central Office. The 
information sent can be one of the following:
nEach extension on the switch can send precise location information.
nGroups of extensions can send the same location information; for example, 
one number for Building A, one number for Building B, and so on.
nIf there are no CAMA trunks, the system sends the same location 
information for all extensions at the site.
DS1 Trunk Service
Bit-oriented signaling that multiplexes 24 channels into a single 1.544 Mbps 
stream. DS1 can be used for voice or voice-grade data and for data-transmission 
protocols. E1 trunk service is bit-oriented signaling that multiplexes 32 channels 
into a single 2.048 Mbps stream. Both DS1 and E1 provide a digital interface for 
trunk groups.
E&M Signaling — Continuous and Pulsed
Provides continuous and pulsed E&M signaling. Continuous and pulsed E&M 
signaling is a modification to the E&M signaling used in the United States. 
Continuous E&M signaling is intended for use in Brazil, but can also be used in 
Hungary. Pulsed E&M signaling is intended for use in Brazil.
ETSI Functionality
The full set of ETSI public-network and private-network ISDN features is officially 
supported. This includes Look-ahead Routing and Usage Allocation. It does not 
include Non-Facility Associated Signaling or D-Channel Backup.
Facility and Non-Facility Associated Signaling
Allows an ISDN-PRI DS1/E1 interface D-channel to carry signaling information for 
B-channels (voice or data). D-Channel Backup can also be administered to 
increase system reliability.