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
Industry Applications 
3-13 Hospitality 
3
Improve operating efficiency and safety
Hospitality service facilities continuously deal with fluctuating economies, and 
must maintain maximum efficiency to ensure smooth operations and productive 
employees.
Three ways hotels can improve operating efficiency and safety are as follows:
nSimplify guest billing for phone expenses.
Hotels and motels need simplified guest billing, along with the ability to 
generate guest phone records.
nPowerful voice-messaging service.
Guests and administrative staff need to be able to leave voice mail or faxes 
for other guests and staff members. Guests can have callers leave 
messages or faxes for them privately, without having to involve the front 
desk.
nIf a guest makes an emergency call, the system automatically notifies the 
desk attendant, identifying the room that placed the call.
DEFINITY products can provide the following capabilities to the hospitality 
industry to maintain maximum operating efficiency:
nThe Call Detail Recording feature works in combination with system 
adjuncts to generate guest records and call costs records.
nINTUITY Lodging allows guests and the administrative staff to create, store, 
send, and receive voice or fax messages. Spoken prompts guide the user 
through each step of the procedure. The system can be administered for a 
variety of languages.
Enhance guest services
Hospitality providers must constantly find ways to enhance guest services. Staff 
must work hard to make guests feel comfortable and to maintain and uphold a 
reputation for outstanding service. Today’s harried consumers want to get 
top-quality service for their hard-earned income.
Hotels can enhance guest services as follows:
nReview guest requests for services.
Hotels and motels need a way to review guest requests and ensure that 
guest’s needs and requests are met in an efficient manner by the staff.
nConnect to internal computer systems.
Staff can provide better customer service by linking the telephone system 
to the hotel’s internal computer system for registration information and 
voice messaging features. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-14 Hospitality 
3
nProvide phones with modem hookups and conference call capabilities.
The 6416D+M and 6424D+M digital telephones provide simultaneous 
voice and analog data capabilities over a single pair of wires.
nProvide voice and fax messaging services.
The I
NTUITY Lodging system allows guests to receive voice messages and 
fax transmissions. Guests can retrieve the voice messages from any 
location and print fax transmissions at a centralized fax machine.
DEFINITY products can provide the following capabilities to the hospitality 
industry to enhance guest services:
nGuest activity reports containing information on items such as requests for 
wake-up calls and delivery of these calls. These reports can be printed in 
hard-copy form or can be viewed at the Administration terminal. These 
reports help the administrative staff to ensure that guest requests for 
services are not overlooked, and that guests get prompt and efficient 
service from the staff.
nINTUITY Lodging allows guests and the administrative staff to create, store, 
send, and receive voice or fax messages. Spoken prompts guide the user 
through each step of the procedure. The system can be administered for a 
variety of languages.
Specialized solutions
The following features for hospitality services are also available (see “Appendix A, 
Features” for more information):
nAnalog Caller ID
nAttendant Backup
nAttendant Vectoring
nAutomatic Selection of DID Numbers
nAutomatic Wakeup
nControlled Restrictions
nCrisis Alert to Attendant, Digital Station, Pager
nDaily Wakeup
nDial by Name
nDo Not Disturb
nDual Wakeup
nEmergency Access to the Attendant
nHousekeeping Status
nIntegration of voice/fax messaging with property management systems 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-15 Legal/Professional 
3
nMixed Numbering
nNames Registration
nRoom Change/Swap
nSuite Check-In
nVIP Wakeup.
For more information about hospitality solutions, see Chapter 7, Hospitality 
Solutions.
Legal/Professional
In the legal and professional business (such as consultants and advisors), you 
must juggle a variety of client types while keeping track of time spent on projects. 
Professional businesses seek to do the following:
nKeep track of client costs.
nStay in contact at different locations.
nProvide a high level of service.
Keep track of client costs
Call detail records sent to Call Accounting systems keep track of client calls so 
that employees can keep track of time spent on cases or consultations. 
Long-distance calls made by lawyers or assistants can use authorization codes to 
track calls by account numbers.
Stay in contact at different locations
In many cases, lawyers and consultants have meetings at different locations 
where audio teleconferencing is valuable for resolving issues. Voice messaging 
allows users to get their messages from any location so they can keep up on 
recent developments while away from the office.
Provide a high level of service
Many legal offices now provide free access to legal advice using recorded 
announcements via an auto-attendant procedure. This projects a professional 
image to potential clients. Clients can also use the Dial-by-Name feature to 
contact personnel directly if the caller knows a name, but not an extension at the 
office. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-16 Manufacturing 
3
Manufacturing
Manufacturing is typically a no-nonsense business that requires an exact and 
accurate bottom line. Manufacturing industries want to do the following:
nKeep in contact with vendors and suppliers.
nRemain mobile within a factory location.
nProvide a safe environment for employees.
nExpand telephony services as the business grows.
Keep in contact with vendors and suppliers
As vendors and suppliers change, factories must stay in contact to keep costs of 
goods at the lowest level. Least-cost routing (World Class Routing) means that 
your employees will save money while making important long distance calls. 
Telephone features such as Speed Dialing allow employees to place calls quickly 
and efficiently.
DEFINITY AUDIX voice messaging ensures that calls from vendors and suppliers 
will not be missed, especially since critical components in the manufacturing 
process change so quickly. Voice messages can be retrieved from any telephone 
on the system, or from remote locations.
Remain mobile anywhere in the factory
With the wireless mobility solutions offered with the system, workers can move 
freely around the factory, but still remain in contact with calls from the suppliers 
and vendors, or from associates.
Provide a safe environment for employees
With the machinery used in the manufacturing industry, accidents do happen. 
Should an emergency occur in the factory, the Crisis Alert feature allows 
employees to contact local emergency agencies quickly. When this call is made, 
the attendant as well as digital stations and up to three pagers are notified of the 
call so that when emergency personnel arrive, someone can help them find the 
exact location of the emergency. This feature is critical in a large factory.
Expand telephony services
With support for up to 25000 stations, the system can be expanded as your 
business grows. You can add more telephones for your engineering and 
purchasing departments as new opportunities arise. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-17 Real estate 
3
Real estate
The real estate industry is a fast-moving and mobile business that requires snap 
decisions. The real estate industry wants to do the following:
nBe flexible with locations and personnel.
nProvide a professional image to clients.
nBe available at a moments notice.
Be flexible with locations and personnel
Real estate agents often have two offices: one at their main corporate location 
and one at their home. Features such as the DEFINITY Extender and Call 
Forwarding allow agents to keep up with their phone calls. At the main office, 
paging is a key to locating an agent quickly to close a deal.
Provide a professional image to clients
The telephone system is often an agent’s biggest ally. Agents are often on the 
phone when other calls come in. With voice messaging, calls are not missed; 
clients can leave messages for the agent and be guaranteed that the message is 
delivered.
When clients call in to an office, the Dial-by-Name feature can be offered to route 
calls to the correct agents. All the client has to do is enter the agent’s name using 
a touch-tone keypad, and the call is routed immediately.
Be available at a moments notice
When conference rooms are unavailable for closing deals, you can use the 
terminal translation initialization feature to keep some telephone ports in reserve 
to serve as a temporary conference line. You plug in a telephone, enter a feature 
access code and security code, and the telephone is activated. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-18 Retail 
3
Retail
The retail industry is a fast-moving, high-pressure business that requires 
employees to produce at a high level. Retail industries want to do the following:
nImprove sales while containing costs.
nProvide a professional image to customers.
nExpand resources as opportunities arise.
nStay in contact with corporate locations to keep up to date with current 
trends.
Improve sales while containing costs
More and more, sales employees must make long-distance calls to gather 
information when making sales. Least-cost routing (World Class Routing) means 
that your employees will save money while making important long distance calls.
With the wireless mobility solutions offered with the system, sales associates are 
not confined to their immediate locations, but can move easily from department to 
department to answer sales call questions. The system also provides loudspeaker 
paging so that employees can be contacted from any location in the building.
Provide a professional image to customers
Retailers are finding that customers are doing more shopping over the telephone 
than in the past. Businesses must provide an increased level of service through 
their communications system. Features such as Call Vectoring and Recorded 
Announcements to route calls to specific departments or to a group of agents 
where orders are taken provide callers with quick access to what they need.
Since the employee base in the retail industry has a high turnover, the system 
provides video tape training for your employees. Your employees can quickly 
become proficient at using the telephone system.
The voice messaging system gives sales associates a professional way to keep 
up with all of their calls, both from customers and vendors. Sales associates can 
also use mailing lists to send out broadcast messages to other associates to notify 
them of new sales procedures or events.
Should an emergency situation occur at your store, the Crisis Alert feature allows 
employees to contact local emergency agencies quickly. When this call is made, 
the attendant as well as digital stations and up to three pagers are notified of the 
call so that when emergency personnel arrive, someone can help them find the 
exact location of the emergency. This feature is critical in a large department 
store. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-19 Wholesale distribution 
3
Expand resources as opportunities arise
With support for up to 25000 stations, the system can be expanded as your 
business grows. You can add more telephones for your telephone orders 
department, or add new telephones for new sales departments.
Stay in contact with corporate locations
The system provides audio teleconferencing so that executives and sales 
associates can stay in contact with other corporate locations. This is a 
cost-effective way to quickly communicate new information to many locations.
Systems located in different geographical regions can be connected using the 
QSIG Basic Networking service and the Uniform Dialing Plan (UDP) software.
As part of this network, a single voice messaging system can be accessed by 
several sites using the Centralized Voice Mail via Mode Code Interface feature. 
This allows satellite offices to access common directories and handle messages 
as if they were all on the same site.
Telephone features such as speed dialing give employees easy access to other 
stores. This is valuable when trying to locate merchandise for customers.
Wholesale distribution
The wholesale distribution industry includes both merchants and agents. 
Merchants buy and sell merchandise, while agents limit themselves to presenting 
the merchandise and negotiating its sale. Some wholesale distribution companies 
serve both functions, depending on the circumstances. Most wholesale 
distribution companies are relatively small, and face increasing competition from 
larger firms and even from manufacturers themselves. Therefore, most 
wholesalers cannot easily raise the prices of their products. Continued success 
requires that they reduce costs and offer more services to both suppliers and 
customers.
Wholesale distributors seek to do the following:
nProvide convenient access to product information.
nAutomate or streamline ordering procedures. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-20 Wholesale distribution 
3
Provide convenient access to product information
DEFINITY AUDIX allows retailers to get product information at the touch of a 
button. For example, when a clothing retailer calls the wholesaler’s product 
information number, an auto-attendant procedure presents the caller with the 
following options:
nFor information about women’s clothing, press 1.
nFor information about men’s clothing, press 2.
nFor information about children’s and young adult’s clothing, press 3.
nFor information about shoes, press 4.
nTo speak to a representative, press 5.
nOr, simply enter the extension number of the person you are trying to 
reach.
You can also have DEFINITY AUDIX call customer service representatives to 
notify them when they receive voice messages from special customers.
Automate or streamline ordering procedures
The system offers a wide range of features which allow customers to order via 
phone call, fax, or automated voice messaging. 
						

							Desktop Solutions 
4-1 Overview 
4
DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
4
Desktop Solutions
Overview
The communications needs of the people in your company may vary widely. 
Some may need only basic telephone service. Others may need effective 
messaging services to save valuable time. Still others may require data 
communications and access to a variety of host and personal computers.
DEFINITY BCS and GuestWorks brings voice communications, data communica-
tions, visual communications, and messaging together on the desktop, and lets 
you customize types of service for various individuals.
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.
Telephones and workstations
A wide variety of telephones are available with the system, ranging from basic 
single-line telephones to sophisticated workstations that integrate voice, data, 
image, and video communications. Your configuration might incorporate a mixture 
of telephone types based on the various users’ job functions. The telephones and 
workstations are easy to use and attractive while giving you the ability to tap into 
the power of the system.
The telephones fall into three basic families — analog, Digital Communications 
Protocol (DCP), and ISDN-BRI. These terms describe how each type of telephone 
communicates with the system. These families of telephones are designed to 
accommodate the types of communications various users require. All telephones 
have touch-tone dialing and the message-waiting lamp for notification of 
messages.  
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Desktop Solutions 
4-2 Telephones and workstations 
4
Analog (single-line) telephones
Single-line telephones are an economical choice for users who do not handle 
many calls and do not use modems and fax machines extensively.
All signals between analog telephones and the system are in analog form over a 
pair of wires. Only one incoming call can ring at a time, but the telephone can 
actually handle two calls — one active and one on hold. Depending on the partic-
ular telephone, you can alternate between two calls or set up a three-way confer-
ence using the switchhook or flash button. You can access voice features by 
either entering access codes from your touch-tone keypad or pressing feature 
buttons. Several models of analog telephones are available.
DCP telephones
Digital telephones using digital communications protocol (DCP) employ digital 
transmission for integrated voice and data signals and control signals. 
Transmission is over a connection consisting of one or two pairs of wires. Each 
connection supports one signaling channel and two information (voice and data) 
channels.
DCP telephones are used most effectively by those who have a high volume of 
calls, require access to multiple applications or databases, use system features 
heavily, or require messaging services. These telephones can be used with per-
sonal computers to expand their capabilities.
These telephones provide the full range of features on your desktop. In addition to 
multiline and multifunction capabilities, they provide access to integrated voice 
and data applications and messaging services. Some models include displays. 
DCP telephones can actually save you money by reducing the number of lines, 
modems, and ports that would normally be needed for analog facilities.
ISDN BRI telephones
Like the digital DCP telephones, ISDN telephones transmit voice, data, and 
control signals digitally. With the ISDN telephones however, the transmission 
employs the world-wide standard BRI protocol between the system and the 
telephone.
Also, like the DCP telephones, these telephones can be used with personal com-
puters to expand their digital capabilities. The system’s family of ISDN telephones 
include several models which include unique features such as call logs and per-
sonal directories.